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This is your all-in-one access point for delivering a better customer experience. Browse the library of product-specific information and discussions on the public site, or log in with your single sign-on credentials for a full, personalized experience. All designated Genesys customer and partner contacts can log in. The Genesys Cloud Product Login portal enables you to login to any of the Genesys Cloud products: CX Builder, EchoSystem Manager, Engage: Account Manager, Engage: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder, and Social Analytics. The Genesys IVR Personalization Platform enables you to quickly and easily create and deploy IVR applications using pre-built modules, and continuously improve your application(s) through actionable analytics. Genesys acquired SpeechStorm in late 2015, and until we can merge our partner programs fully, SpeechStorm partners can continue to login to the SpeechStorm portal here. The new and improved Consultant Portal is easier to use, more content-rich and specifically tailored for consultants—just as you’ve requested. Get access to webinar replays, sample proposal templates, product information, upcoming events and more. And check back frequently, as new features and enhancements are continually added, making this portal an ever-growing resource for the consultant community
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FEATURED April 7-8, 2021: Built for enterprise April 7-8, 2021 Genesys webinar Search and filter Show past events Show on-demand only Show map FEATURED Channel Surfing: Mastering Digital Channels for your business April 14-15, 2021 Genesys webinar FEATURED Your contact center, your way: Built in 30 minutes May 5-6, 2021 Demo webinar VIRTUAL Genesys Virtual G-summit Nordic & Baltic 2021 April 14, 2021 Virtual FEATURED Channel Surfing: Mastering Digital Channels for your business April 14-15, 2021 Genesys webinar VIRTUAL Genesys Cloud TV April 20, 2021 Virtual FEATURED 改めて考えるコンタクトセンターにおけるコロナ対策の現状と在宅運用 April 22, 2021 Customer webinar AGORA-live January 28 - April 30, 2021 CX INSIDE February 4 - April 30, 2021 Experience Lab: O Futuro Mais Humano do Trabalho March 24 - April 30, 2021 Les jeudis du Cloud 2021 : webinaire découverte sur Genesys Cloud April 1 - July 31, 2021 Virtual Genesys Cloud와 Salesforce의 통합을 통한 상담사 및 고객 경험 향상 방안 April 21-22, 2021 Customer webinar 卓越的客服体验 - 金融行业在线研讨会 April 22, 2021 Genesys webinar Transforming CX in utilities – personalisation at speed April 22, 2021 Partner webinar CX Exchange for Telecoms 2021 April 27-28, 2021 Virtual Exchange Telecom 2021 April 28-29, 2021 Laval, QC VIRTUAL Xperience June 22-24, 2021 Virtual Salon Stratégie clients 2021 June 22-24, 2021 CX Exchange for Retail 2021 July 6-7, 2021 Virtual Exchange Build a Better Bot: Optimizing Chatbots for Government Services Genesys webinar Get More from Your Contact Center Analytics for Less AppFoundry webinar Genesys マーケットプレイス「AppFoundry」ソリューションセミナー（第2回） Genesys webinar See Genesys Cloud in action: The 20-minute chatbot build Demo webinar S1 Ep. 1 El Poder de las posibilidades: El primer CX Cloud Marketplace Podcast Conecta los puntos con Genesys y Adobe On-demand webinar Conecte os pontos com Genesys e Adobe On-demand webinar Overcoming Remote Agent Challenges With Active Voice Biometrics AppFoundry webinar Your call center, your way: Built in 30 minutes Demo webinar Cost-effective contact center modernization with AI-driven knowledge AppFoundry webinar Your analytics expressway AppFoundry webinar Meeting the needs of tomorrow’s customers Partner webinar See Genesys Cloud in action - Simplicity from the start: Day one with Genesys Cloud Demo webinar Poderes Super-Humanos para tu CRM Demo webinar Webinar mit der Computerwoche On-demand webinar La experiencia del asociado y su impacto en los resultados cooperativos Partner webinar Why your CX solution must be multicloud (and might already be) Demo webinar [Webinar Bytes] Why your CX solution must be multicloud (and might already be) Webinar Bytes Webinar zum Contact Center-Leitfaden für Käufer 2021 Analyst webinar Connect the dots with Genesys and Adobe On-demand webinar [Webinar Bytes] Connect the dots with Genesys and Adobe Webinar Bytes S1 Ep. 10 Design systems: Build better and faster with shared wisdom Podcast Webinaire « Guide d'achat d'un centre de contact 2021 » Analyst webinar Live Q&A: Pains and gains of moving your contact centre to the cloud Genesys webinar 長期的な視野に立って考える在宅コンタクトセンター・システム選定のポイント Customer webinar 2021 Contact Center Buyers Guide Webinar Analyst webinar [Webinar Bytes] 2021 Contact Center Buyers Guide Webinar Analyst webinar Meet 2021 call center KPIs with a CRM-hosted CTI AppFoundry webinar See Genesys Cloud in action: Predictive Engagement Demo webinar S1 Ep. 9 Extend your customer experience with the Genesys Cloud platform Podcast How to keep up with complex and evolving reporting requirements AppFoundry webinar Unite a Genesys Wine Testing: Conectando Momentos Partner webinar O Pix Chegou . Aprenda promover a personalização em massa Analyst webinar コールセンター白書2020から考えるニューノーマルのコンタクトセンターの姿 Genesys webinar Space CX : pour des collaborateurs sans frontières On-demand webinar IL FUTURO DEL CONTACT CENTER COME L’INTELLIGENZA ARTIFICIALE STA CAMBIANDO IL RAPPORTO AZIENDA-CLIENTE On-demand webinar Genesys Innovations - Quarterly Webinar Genesys webinar Contact Center as a Service : le cloud comme accélérateur de l’expérience client et collaborateur On-demand webinar Overcoming remote agent challenges with active voice biometrics AppFoundry webinar CX Virtual Tour LATAM - Creando un Centro de Experiencia en 45 minutos Demo webinar Take control of digital channels with predictive engagement Demo webinar How voice technology changes the customer experience AppFoundry webinar Comment améliorer la productivité et le ROI des services clients ? On-demand webinar Migration to the Cloud: from Call Centre to Experience as a Service. Partner webinar Experience as a Service, la nuova frontiera del Contact Management Partner webinar See Genesys Cloud in action: Accurately plan for 2021 with WEM Demo webinar Hyper-personnalisation des conversations : comment recréer du lien avec les clients ? On-demand webinar Improve efficiency with AI and automation in 2021 AppFoundry webinar ФАКТОРЫ УСПЕШНОГО ВЫБОРА КОНТАКТ-ЦЕНТРА On-demand webinar Omnichannel pela Ótica da Transformação Digital Analyst webinar S3 Ep. 6 Integral Care: Providing hope and healing through mental health education Podcast Los titanes de CX a la mesa Genesys webinar Integrate Microsoft Teams with Genesys Cloud Demo webinar Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Analyst webinar Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Analyst webinar The Future of AI in Customer Service: On-demand Webinar Analyst webinar LATAM Virtual Partner Conference & Awards Genesys webinar Creatividad, disrupción e innovación ante los retos de la Educación Genesys webinar Asia-Pacific CX Transformation Readiness Study 2021 Analyst webinar Enhance customer experience with improved audio performance AppFoundry webinar Pourquoi les entreprises qui adoptent le CCaaS gagnent la bataille de la CX ! Analyst webinar S3 Ep. 5 Company Nurse: Hesitation equals devastation Podcast Warum Unternehmen, die CCaaS einführen, bei der CX die Nase vorn haben On-demand webinar Reduce handle times and improve customer experience with instant video calls AppFoundry webinar S1 Ep. 8 Creating your best work environment with Gamification Podcast Maintain work-from-home productivity and PCI compliance with remote monitoring AppFoundry webinar CCaaS in 2020: Trends informing the movement Analyst webinar ¿Por qué las empresas que adoptan CCaaS están liderando la Experiencia de Cliente? Analyst webinar Innovación en la gestión de Experiencias: Cómo utilizar la Inteligencia Artificial para mejorar el CX en el mercado Farmacéutico Partner webinar ジェネシス、Google Cloud、PLAID 3社共同セミナー 「ハイパーパーソナライゼーションとAIボットでCXを最大化」 Customer webinar La Experiencia del Paciente Digital Genesys webinar [Genesys Cloud 웨비나 시리즈 1탄] Genesys Cloud 무엇이든 물어보세요! On-demand webinar Why companies adopting CCaaS are winning the CX battle Analyst webinar La Revolución de los canales en el sector Retail Analyst webinar Reinventing speech synthesis for personalized CX and brand AppFoundry webinar CCW Middle-East: On-demand Webinar Analyst webinar [Webinar Bytes] 5 things to consider when building chatbots Webinar Bytes S3 Ep. 4 Customers for life: Agents are central to building customer loyalty Podcast Responder, Reiniciar y Crecer: El tridente ideal para ganar durante una crisis. Argentina Genesys webinar Make quality and compliance certain, using AI, in a time of uncertainty AppFoundry webinar [Webinar Bytes] AI in the contact center: The promise, reality and future Webinar Bytes Transformation des environnements de travail et des parcours agents : impacts du télétravail, home office et de la mobilité On-demand webinar Experiencia del cliente y eficiencia operativa: AI en el Contact Center Genesys webinar [Webinar Bytes] Unlock the transformative power of AI for contact centers Webinar Bytes Genesys マーケットプレイス「Appfoundry」ソリューションセミナー（第1回） Genesys webinar See Genesys Cloud in action: Level up employee engagement with gamification Demo webinar El retail después de la pandemia ¿Boom o fracaso? Partner webinar Top five ways to prepare your contact center for a post-pandemic world Analyst webinar Genesys and Google Cloud: Powering the future of customer experience On-demand webinar Genesys และ Google Cloud รวมพลังเพื่อสร้างประสบการณ์ลูกค้าแห่งอนาคต On-demand webinar Genesys dan Google Cloud: Memberdayakan masa depan pengalaman pelanggan. On-demand webinar A look at voice biometrics and why you should care AppFoundry webinar S3 Ep. 3 Rochester Regional Health: Enabling empathetic patient experiences through the cloud Podcast Game on: Engage your at-home workforce Genesys webinar S1 Ep. 7 Sharpen your skills through the Genesys Developer Center Podcast IA, Bots et Self-services : Comment faire les bons choix en reprise d'activités ? On-demand webinar How to turbocharge your employee experience with data-led gamification AppFoundry webinar S3 Ep.2 Aarde Cosseboom’s CX mission to enable better service Podcast S1 Ep. 6 Exploring the four waves of AI Podcast Genesys×CTC 今やらなあかん！在宅コンタクトセンターをどう作る？西日本向けWebセミナー Genesys webinar See Genesys Cloud in action: Bot Integration Demo webinar Genesys innovations — what’s new Genesys webinar Using data to drive agent performance AppFoundry webinar S3 Ep.1 James Hinchcliffe: How to Stay Driven Podcast S1 Ep. 5 AI in the real world of business Podcast The psychology of motivating contact center employees Genesys webinar O Poder do Omnichannel: Como Transformar a Experiência do Atendimento ao Cliente Analyst webinar CX + IA: Transformando el relacionamiento para nuevas realidades Partner webinar Cómo maximizar las ventas en el mundo omnicanal Partner webinar Les 3 piliers du cloud : applications, données, infrastructure On-demand webinar Multicloud for the future of customer and employee experience On-demand webinar Straight talk on end of support Genesys webinar S1 Ep. 4 Build better long-term relationships with outbound engagement Podcast Build a Resilient CX Ecosystem to Deliver Digital Transformation: A Banking Spotlight On-demand webinar See Genesys Cloud in action: Salesforce Integrations Demo webinar Libera la potenza trasformativa dell’AI per i contact center Analyst webinar Unlock the transformative power of AI for contact centers Analyst webinar Improve productivity while increasing customer satisfaction AppFoundry webinar Genesys Cloud: The power of a visionary workforce engagement solution Demo webinar S2 Ep. 19 Leadership through crisis: Allyship in action Podcast Experiencia del paciente: Humanización, personalización y empatía Genesys webinar Responder, Reiniciar y Crecer: El tridente ideal para ganar durante una crisis Genesys webinar S2 Ep.18 Leadership through crisis: Equity in action Podcast BPOs in Asia-Pacific: Reinventing growth Analyst webinar Genesys携手亿迅 - 5G时代视频坐席新体验 Genesys webinar [Webinar Bytes] Managing change: From on-premises to cloud Webinar Bytes [Webinar Bytes] The new normal: Redefining business continuity Webinar Bytes GovLoop Online Training Genesys webinar S2 Ep. 17 Leadership through crisis: Empathy in action Podcast How to launch self-service knowledge fast AppFoundry webinar Uniendo fuerzas para enfrentar la nueva normalidad Genesys webinar Maintaining Confidence With Your Customers & Citizens Best Practice webinar IDC Nordic Analyst Perspective: Customer Experience drives tomorrow’s business On-demand webinar See Genesys Cloud in action: Keep your employees happy Demo webinar AI in the contact center: The promise, reality and future Analyst webinar Employee Engagement for a New Era Genesys webinar Journées digitales de l'expérience client On-demand webinar CX Virtual Tour: Moving from PureConnect to Genesys Cloud Customer webinar 5G时代下的客户新兴渠道接入及在线视频业务办理 Partner webinar Webinar mit IT-Management.today: Zukunftssicher positionieren - welche CX-Technologie-Investitionen sich jetzt lohnen On-demand webinar Gestión exitosa del cliente frente a una nueva realidad Genesys webinar 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 On-demand webinar Genesys + Zoom: Seamless cloud communications for great customer experiences Genesys webinar [Webinar Bytes] Genesys + Zoom: Seamless cloud communications for great customer experiences Webinar Bytes FCW Cloud Summit – Innovation in Government: Best Practices When Migrating to the Cloud On-demand webinar AI, automation and voicebots power the contact centre of the future Genesys webinar The new normal: Redefining business continuity Analyst webinar Computerworld: Customer, The Day After Tomorrow On-demand webinar Genesys×CTC 4回シリーズ第3回：オフラインデータを活用したハイパーパーソナライゼーション Genesys webinar Relation client : Comment rendre un bot intelligent ? On-demand webinar Digital Service – keeping up in a crisis Genesys webinar Trasladando un Contact Center a operaciones remotas Genesys webinar Genesys Cloud TV: Auf der Suche nach dem Glücksmoment – Expedition Kundenservice On-demand webinar Home office, télétravail, mobilité des agents : comment gérer les impacts de production dans les centres de contacts ? Customer webinar Genesys Cloud TV: Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice On-demand webinar How Gov Can Enhance Customer Experience On-demand webinar GovLoop Fireside Chat: How the Cloud Can Boost Employee Engagement Genesys webinar S1 Ep. 3 Harnessing a new level of control with the Genesys Cloud solution Podcast [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud Webinar Bytes Five ways to leverage AI and agent assist to improve customer experience AppFoundry webinar O Setor Financeiro e os Novos Desafios do Mercado Genesys webinar Genesys×CTC 4回シリーズ第2回：今見直されるカスタマーエクスペリエンス最適化の鍵！ Genesys webinar The role of Voice AI in business continuity AppFoundry webinar ネクスト・コンタクトセンター・サミット予告Webセミナー「ウィズコロナ／アフターコロナのコンタクトセンターのあり方」 Genesys webinar Genesys Cloud Live Demo: How to Engage, Equip and Empower Your Team for Customer Experience Success Demo webinar Five successful habits of a CX Hero Genesys webinar [Webinar Bytes] Five successful habits of a CX Hero Webinar Bytes Genesys×CTC Webセミナー4回シリーズ第1回: コンタクトセンターが突き当たるデジタル変革の壁 On-demand webinar Post-COVID19: La transformación de la experiencia del comprador en línea y la entrega de sus productos y servicios Genesys webinar Mitos y realidades sobre la regulación en México. Servicios en Nube. Parte 2 Genesys webinar La Uberización del contacto con el cliente 2.0 Genesys webinar Genesys Cloud: Your first line of defence against customer support volatility Demo webinar Como Endereçar Os Desafios Da Crise E Melhorar A Experiência De Atendimento Com Soluções Digitais Eficazes On-demand webinar CX Priorities for Insurance 4.0 in Asia-Pacific Analyst webinar Stories from the ‘front line’ – Facing unforeseen challenges in the contact centre Customer webinar New Standards for Contact Center Performance Genesys webinar Relación digital, la nueva "norma” para los servicios de seguros Genesys webinar Mitos y realidades sobre la regulación en México. Servicios en Nube Parte 1 Genesys webinar S2 Ep. 16 Leadership in crisis: Knowing where the battle should be Podcast Managing change: From on-premises to cloud Best Practice webinar CX Tales from Navigating the Storm Genesys webinar S1 Ep. 2 Trusting that WEM is a change worth making Podcast 实况演示，如何提高远程工作质量 Genesys webinar GovLoop Fireside Chat – How the Cloud Can Enhance Customer Experience Genesys webinar All your Contact Center AI security questions answered Best Practice webinar [Webinar Bytes] All your Contact Center AI security questions answered Webinar Bytes Redefining Business Continuity - A focus on the Middle East On-demand webinar See Genesys Cloud in action: Let’s get digital Demo webinar Make personalized customer experience a reality with Genesys AI Genesys webinar [Webinar Bytes] Make personalized customer experience a reality with Genesys AI Webinar Bytes S1 Ep. 1 Little steps to a successful contact center integration Podcast Meet your host, Joe Ciuffo Podcast S2 Ep. 15 Intentional Humanity: The common thread for design, culture, and leadership Podcast システム面から考える在宅コンタクトセンター導入のポイント On-demand webinar About the Show - Tech Talks in Twenty Podcast 新基建释放Ai新动能，个性化智能客服显身手 Genesys webinar Three ways to extend your cloud contact center AppFoundry webinar The new normal: Redefining business continuity Analyst webinar GovLoop Fireside Chat – How the Cloud Can Impact Citizen Trust Genesys webinar 今、注目される在宅コンタクトセンター その成功の秘訣とは On-demand webinar Autosserviço e canais digitais no mercado de energia Genesys webinar La Uberización del contacto con el cliente Genesys webinar S2 Ep. 14 Architects of success: The Genesys Cloud story Podcast 9 avril : Intégration des réseaux sociaux et du messaging conversationnel dans une relation client Best Practice webinar Business continuity - is your contact centre ready for remote working? Genesys webinar 在线研讨会 - Genesys携手亿迅支持居家座席，按需租用云方案 Customer webinar S2 Ep.13 Genesys Cloud: Helping people should be an easy job Podcast S2 Ep.12 Beautiful wounds – The art of war and marketing Podcast S2 Ep. 11 Failure is just a moment in time Podcast Genesys Demo Series On-demand webinar S2 Ep. 10 Technology + empathy = success: Rose-Hulman inspires tomorrow’s geniuses Podcast S2 Ep. 9 Women in Tech: Walking the path unplanned Podcast S2 Ep. 8 Bold curiosity: Key attributes for a high-performing creative leader Podcast S2 Ep. 7 Holiday host highlight with Mari Yamaguchi Podcast S2 Ep. 6 Holiday host highlight with Nathan Bennett Podcast S2 Ep. 5 AI Ethics - An inside look at the future of artificial intelligence Podcast S2 Ep. 4 Part 2: All in — Taking the leap Podcast S2 Ep. 3 All in: Becoming change makers Podcast S2 Ep. 2 Run towards the roar Podcast S2 Ep. 1 CX Day in a world of customer experiences Podcast S1 Ep. 8 Season Finale - Engineering soaring experiences Podcast S1 Ep. 7 Sails of success – Emotional intelligence to build the right experience Podcast S1 Ep. 6 The show must go on – Finding relationship magic in ascots Podcast S1 Ep. 5 CX Heroes save the day! Podcast S1 Ep. 4 Becoming leadership superheroes Podcast S1 Ep. 3 Building your leadership armor Podcast S1 Ep. 2 Squad Goals – To Affinity and Beyond Podcast S1 Ep. 1 Greatest Fears - Birds and Elevators Podcast PAST EVENT March 23-24, 2021 Virtual Exchange PAST EVENT February 17-19, 2021 オンライン PAST EVENT December 10, 2020 PAST EVENT December 2, 2020 Auckland, New Zealand PAST EVENT November 25, 2020 PAST EVENT November 19 - December 17, 2020 Virtual PAST EVENT November 18-19, 2020 Virtual PAST EVENT November 17, 2020 Online Event PAST EVENT November 17-18, 2020 Miami, FL PAST EVENT November 16-17, 2020 London PAST EVENT November 12, 2020 Wellington, New Zealand PAST EVENT November 2, 2020 Amsterdam, Netherlands PAST EVENT October 29-30, 2020 PAST EVENT October 28-29, 2020 Virtual PAST EVENT October 27, 2020 Rotterdam, Netherlands PAST EVENT October 22, 2020 Online PAST EVENT October 21-22, 2020 Virtual PAST EVENT October 13-14, 2020 Online PAST EVENT October 12-15, 2020 Online PAST EVENT September 22, 2020 Online Event PAST EVENT September 22, 2020 Kamerik, Netherlands PAST EVENT September 10-11, 2020 Sydney PAST EVENT September 3, 2020 Apeldoorn, Netherlands PAST EVENT September 1, 2020 Utrecht, Netherlands PAST EVENT September 1, 2020 Utrecht, Netherlands PAST EVENT August 26, 2020 Virtual PAST EVENT August 25-27, 2020 Online PAST EVENT August 25-27, 2020 Online PAST EVENT August 19, 2020 Online PAST EVENT August 17-27, 2020 Online PAST EVENT August 16-19, 2020 Ft. Lauderdale, Fl PAST EVENT August 10-11, 2020 Online PAST EVENT August 4-7, 2020 A four day on-demand event PAST EVENT August 3-6, 2020 Online PAST EVENT August 3-31, 2020 Online PAST EVENT July 30, 2020 PAST EVENT July 29, 2020 Virtual PAST EVENT July 28, 2020 Online Event PAST EVENT July 22, 2020 Virtual PAST EVENT July 21-23, 2020 Online PAST EVENT July 16, 2020 Online Event - 2:00 PM EST PAST EVENT July 15-16, 2020 Online PAST EVENT July 8-9, 2020 Online Event - 10 AM SGT PAST EVENT June 23, 2020 Online Event - 2:00 PM EST PAST EVENT June 17, 2020 PAST EVENT June 10-18, 2020 Virtual PAST EVENT June 4, 2020 PAST EVENT May 28, 2020 Online Event - 2:00 PM EST PAST EVENT May 20, 2020 PAST EVENT May 20, 2020 Virtual PAST EVENT May 20, 2020 PAST EVENT May 20, 2020 Virtual PAST EVENT May 20, 2020 PAST EVENT Cancelled National Harbor, Maryland PAST EVENT April 22-24, 2020 Miami, FL PAST EVENT April 8, 2020 Virtual PAST EVENT March 26 - April 8, 2020
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h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore CX Exchange BFSI 2021 テクマトリックス CRM Forum 2021 Onlineに協賛します。 ANZ End of Year Customer Appreciation Party CX Tour Lunch, Auckland CX Virtual Tour LATAM Les jeudis du Cloud 2020 : webinaire découverte sur Genesys Cloud ACT-IAC CX Summit CX Virtual Event: Latitude & Genesys Cloud Integration Digital Enterprise Transformation Contact Centre & Customer Services Summit 2020 CX Tour Lunch Emerce Ecommerce live 27 May / Amsterdam CX TOUR 体验即服务，顺势则功成 Auscontact National Conference 2020 Customer Forum 27th of October / Rotterdam Virtual Toronto Tech Summit Telstra Vantage 2020 ICMI Contact Center Expo 2020 NASCIO 2020 Annual Virtual Conference CX Virtual Tour | Predictive Engagement Customer First Congres 22 September / Kamerik Digital Edge 2020 Digital Transformation Congres 3 Jun / Apeldoorn NIMA Day 1st of September / Utrecht AI voor Finance event 7 Apr / Utrecht FCW FedRAMP Summit Virtual G-Summit LATAM (Spanish) Virtual G-Summit LATAM (Portuguese) Frost & Sullivan : Leading with Empathy to Drive Brand Trust & Customer Loyalty CCW at Home 2020 Frost and Sullivan - Customer Contact East TASSCC 2020 Live Virtual Conference G-Summit Asia Enterprise Connect 2020 SWPP Virtual Summit Customer Reference Forums Virtual G-Summit Japan 2020 G-Summit Virtual India Virtual G-Summit APAC iA Strategy & Tech CX Virtual Tour ACA International 2020 Virtual Convention & Expo G.Summit Virtual Asia CX Virtual Tour FCW Cloud Summit Australian Public Sector Innovation Show 2020 How the Cloud Can Boost Employee Engagement CX Virtual Tour Virtual Xperience Virtual Xperience Virtual Xperience Virtual Xperience Virtual Xperience NASCIO Midyear 2020 Fintech Americas 2020 Virtual CX Tour ANZ CX Tour 2020 Live Assistance Live Assistance
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Our flexible pricing is designed with you in mind — just like our award-winning call center software Currency Speech-enabled IVR Voicebots Chatbots Unlimited chat and email routing Co-browse and screenshare SMS and messaging apps routing Inbound Voice Routing Voicemail Callback (IVR and web) Basic outbound campaigns Advanced outbound campaigns Inbound / outbound blending Unified communications Interaction recording Screen recording Quality management and compliance Workforce management Employee performance & engagement Access to AppFoundry Marketplace Platform APIs Real-time and historical views Historical reporting Performance dashboards Best for predictable agent staffing at the best available price. Best for contact centers with part-time agents or frequent usage spikes. Best for brands with agents across multiple shifts and multiple peak times in a period. Just say the word — we’ll reach out to talk through the options and find the best fit for you. Oops! We have your personal email
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pa|Tech Talks in Twenty is a new Genesys podcast series that focuses on the topics that you want to hear about most – topics like AI ethics, predictive routing, bots, innovations to Genesys solutions and more…and we cover it in just 20 minutes. The podcast that explores the essence of customer experience, creativity and company culture through stories with numerous accomplished professionals. The Consultant Podcast series from Genesys gives consultants, influencers, partners and customers insights into the latest technical and industry topics. Hosted by Scott Nagel, Genesys Consultant Program Manager, this monthly series is a must-listen for anyone who wants to stay on top of key industry trends, including Contact Center as a Service, workforce engagement management, AI, bots and more. Subscribe to our free newsletter and get updates in your inbox on new episodes release each week! Oops! We have your personal email. Please be sure to whitelist to ensure you receive Genesys emails
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The right cloud contact center software makes providing great customer experience easy, from call center basics to the latest CX innovations. With contact center software from Genesys, you get the best and broadest customer and employee experience capabilities — and a partner who is with you all the way. Deliver personalized experiences on the channel of your customers’ choice and give your team the tools to make every moment count. Genesys Engage™ offers choice and control with on-premises, private cloud and public cloud options. Designed with the world’s largest brands in mind, Genesys Engage combines intelligent routing of channels and work with advanced outbound and self-service capabilities. Genesys PureConnect™ provides a rich set of capabilities and reliability for contact centers looking for an all-in-one on-premises solution
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From channel and technology partners to strategic alliances and independent consultants, you can deliver memorable journeys and offer support around the globe. The Genesys Ascend Partner Program provides a framework for our entire ecosystem of channel, strategic alliance and technology partners. Together, we achieve new heights, creating lasting customer experiences. Program tiers reward your achievements and capacity to win — with industry-leading technology on your side. We’re continually improving the partner experience to bring you a program that’s consistent, predictable and navigable. Genesys partners are an extension of our sales team, driving accelerated results and achieving new heights together. There are countless ways for brands to interact with customers. We’re determined to make every experience (from agent to bot) memorable. Every year, Genesys technology delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. We pioneered the vision, which enables organizations of any size to provide true personalization at scale, deliver empathy in each interaction, and foster customer trust and loyalty. And this is all possible through the power of the Genesys Cloud platform, the world’s leading public cloud contact center solution. Genesys is consistently in analyst reports like the Forrester Wave and Gartner Magic Quadrant. And we work with some of the biggest names in technology, which means you can, too. Genesys works with channel partners, technology partners and independent consultants while seeking strategic alliances that benefit our entire ecosystem. Market and sell Genesys technologies through a co-branded relationship: Extending the Genesys platform to: Leading global companies that deliver: Independent consultants autonomously seek out Genesys solutions for their clients. Through our Genesys program liaison, we provide them with one-on-one assistance and resources to make better decisions for their clients’ strategies. The Genesys partner ecosystem is home to thousands of companies across all partner types. Explore their solutions or get resources of your own through our partner map, marketplace and resource portal. Explore the partner map of our global ecosystem. Browse curated apps and integrations in AppFoundry. Current partners can log into the portal. Gartner recognizes Genesys as a leader in Contact Center as a Service solutions Selecting a new contact center vendor is a big decision. This guide simplifies the evaluation process. Omdia gives Genesys high marks in their in-depth analysis of cloud contact center platforms Genesys explores how the COVID-19 pandemic has created a connection deficit in our society — and the role customer service can play. Your expertise is invaluable to the Genesys partner network and our entire Genesys ecosystem. Join the Genesys partner program to gain tools, training and support for building your business, increasing profitability, growing revenue, and upping sales momentum and prominence. Take the first step toward unlocking your brand’s potential by becoming a Genesys partner today
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Genesys Webinar Demo Webinar Genesys Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Demo Webinar Webinar Bytes Genesys Webinar Analyst Webinar Analyst Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Genesys Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar AppFoundry Webinar AppFoundry Webinar Analyst Webinar AppFoundry Webinar Webinar Bytes AppFoundry Webinar Webinar Bytes Webinar Bytes Demo Webinar Analyst Webinar AppFoundry Webinar Genesys Webinar AppFoundry Webinar Demo Webinar Genesys Webinar AppFoundry Webinar Genesys Webinar Genesys Webinar Genesys Webinar Demo Webinar Analyst Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Webinar Bytes Genesys Webinar AppFoundry Webinar Demo Webinar Analyst Webinar Customer Webinar Genesys Webinar Webinar Bytes Genesys Webinar Genesys Webinar Genesys Webinar Webinar Bytes AppFoundry Webinar AppFoundry Webinar Genesys Webinar Webinar Bytes Genesys Webinar Best Practice Webinar Genesys Webinar Best Practice Webinar Webinar Bytes Demo Webinar Webinar Bytes Genesys Webinar AppFoundry Webinar Analyst Webinar Genesys Webinar Customer Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Genesys Webinar Customer Webinar Partner Webinar Genesys Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Genesys Webinar Webinar Bytes Analyst Webinar Customer Webinar Demo Webinar
di|Genesys Webinar Channel Surfing: Mastering Digital Channels for your business [cutoff co_thick="2px"][webinarschedule]Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels. If you’re looking to add new digital channels or want to get the most from channels you’ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy. Get practical guidance on how to deliver amazing customer experiences through digital channels. Register today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YYWEQA4"] Meet the Speakers Robin Gareiss CEO & Principal Analyst Metrigy Charlie Godfrey Senior Director Genesys Neil O’Donohue VP, Professional Services Genesys Demo Webinar Your contact center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Your contact center is your brand’s direct line to customers. If your contact center technology gives agents headaches and creates disjointed customer experience, it’s time for a change. Join us for an interactive session to see just how straightforward Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Getting to the cloud quickly — without compromising security and availability Essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! See how Genesys Cloud creates seamless customer experiences, enables agents with the tools they need, and deploys in minutes — not months. Sign up now for this special program and you’ll receive a complimentary margarita kit. Register by April 19th to ensure your kit arrives ahead of the webinar![mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YZ9JQAW"] Meet the Speakers Barbara Gonzalez VP, Global Business Consulting Genesys Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys On-Demand Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra Clear On-Demand Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra On-Demand Webinar Build a Better Bot: Optimizing Chatbots for Government Services [cutoff co_thick="2px"]Chatbots have become an invaluable tool for government agencies over the past year. In the first few months of the pandemic alone, nearly 75 percent of states launched new chatbots to help meet surging demand for public services in health, human services, labor and other areas. But in the rush to deploy these new technologies, many agencies had challenges optimizing their chatbot solutions, resulting in communications tools that are underutilized and misaligned with human support. In some cases, they may have even created new silos and communications challenges within agencies. Chatbots play a vital role in constituent service delivery, whether it’s for communicating crucial information about COVID vaccinations or enhancing constituent engagement with other government services. Watch this on-demand webinar for an overview on how state and local agencies can make better use of chatbots. This 30-minute webinar covers several key areas, including: How chatbots can free up agency employees for the highest-value work How to bridge the constituent journey across multiple touch-points Making better use of chatbots, whether your agency has relied on them for years or you’re just getting started [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YZF2QAO"] Meet the Speakers Renee Murray e-Government Program Lead Mississippi Department of Information Technology Services [cutoff co_thick="2px"] Tony Pearson Solution Consultant Leader for Public Sector Genesys [cutoff co_thick="2px"] Moderator Bob Woolley Senior Fellow, Center for Digital Government Former Chief Technical Architecture for State of Utah AppFoundry On-demand Webinar Get More from Your Contact Center Analytics for Less [cutoff co_thick="2px"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don’t want to spend a lot on analytics software. In this webinar, we’ll look at common obstacles contact centers face today. And we’ll show you how the LITE Analytics™ solution for the Genesys Cloud™ platform can give you the insights you need for free.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYcWQAW"] Meet the Speaker Peter Hornberger VP of Sales Brightmetrics Monthly Demo See Genesys Cloud in action: The 20-minute chatbot build [cutoff co_thick="2px"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes. In this demo we will walk you through: Building a chatbot with Genesys Dialog Engine Review the operation of a more advanced bot Building once and deploying the bot over many channels [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YYOUQA4"] Meet the Speaker JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry On-demand Webinar Overcoming Remote Agent Challenges With Active Voice Biometrics [cutoff co_thick="2px"] Contact centers need to manage increased call volumes with remote workforces. With voice biometrics, agents can answer customer queries quickly. And customers get assurance that interactions over remote channels are secure. This webinar details how LumenVox Active Voice Authentication on the Genesys Cloud™ platform offers the differentiation you need to stand out in a competitive market.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYGLQA4"] Meet the Speaker Matt Whipple Senior Vice President, Voice Biometrics LumenVox Genesys Cloud Demo Your call center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Customer relationships are hard. Building a contact center that connects the dots across your customer touchpoints doesn’t have to be. Join us for an interactive session to see just how straightforward it is to build and deploy a Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Key 2021 cloud contact center trends and predictions Insights into essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! Join this interactive session to see how to deploy it all in minutes — not months.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l13ZQAQ"] Meet the Speakers Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys AppFoundry On-demand Webinar Cost-effective contact center modernization with AI-driven knowledge [cutoff co_thick="2px"]Accessing knowledge has been a source of inefficiency for support teams for decades. When customers want answers, there’s no time to waste. But it can be even more difficult for distributed teams to find key information and act quickly. In this webinar, Jeff Stroum, Contact Center Solutions Expert, uncovers how modern customer experience organizations can use artificial intelligence (AI) technology to better manage knowledge, automate answers, and effectively facilitate on-premises and distributed support teams.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBuQAO"] Meet the Speakers Jeff Stroum Director of Strategic Consulting and Knowledge Expert Shelf AppFoundry On-demand Webinar Your analytics expressway [cutoff co_thick="2px"]The migration of cloud contact centers has nearly doubled in the past 18 months. As enterprises of all sizes move to the cloud to capture the speed, flexibility and resilience of SaaS architectures, new operational challenges around analytics, data and security have emerged. Watch this on-demand webinar to learn how SuccessKPI, a premium AppFoundry partner, has helped businesses tackle the toughest analytics challenges — and drive breakthrough operational performance in the contact center. No matter where you are in your cloud migration planning, you’ll get the guidance you need to move in the right direction.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBpQAO"] Meet the Speaker Dave Rennyson CEO SuccessKPI Monthly Demo Simplicity from the start: Day one with Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Making people happy should be easy. And with Genesys Cloud, it is. But don’t take our word for it. Join this product demo to see what day one with Genesys Cloud looks like. See how easy it is to use real-time analytics to manage queues, coach employees and drive better results. Learn how administrators can simplify tasks, like scheduling, script creation and more. Explore the ease in which agents can request schedule changes, see performance metrics and manages all channels from a single screen. Make it easy to delight your customers from the start with the all-in-one solution from Genesys.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0jyQAA"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Webinar Bytes Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMiUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5ODklMjZtb21lbnRJZHMlM0QxODk5MiUyNm1vbWVudElkcyUzRDE4OTkzJTI2bW9tZW50SWRzJTNEMTg5OTQlMjZtb21lbnRJZHMlM0QxODk5NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Watch these webinar bytes to learn more about how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Tod Famous VP Product Management, Engage Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,920 So let's start off today on doing a search for 2 00:00:03,920 --> 00:00:06,860 the term of multi- cloud. If you put that in, 3 00:00:07,020 --> 00:00:11,240 you'll see a whole bunch of varying different definitions, companies 4 00:00:11,240 --> 00:00:15,440 from Citrix, Google, Red Hat They're all taking a stab 5 00:00:15,440 --> 00:00:19,150 at trying to define it. Some define multi- cloud as 6 00:00:19,150 --> 00:00:25,280 an architecture that utilizes public private hybrid cloud services. While 7 00:00:25,280 --> 00:00:28,790 others see it more as an approach that's made up 8 00:00:28,790 --> 00:00:32,940 of one cloud service or more, as well as one 9 00:00:32,940 --> 00:00:37,040 cloud vendor or more. So with that said, there's so 10 00:00:37,040 --> 00:00:39,660 many variations out there, I think a good place to 11 00:00:39,660 --> 00:00:43,860 start is to get a definition from both of my 12 00:00:43,860 --> 00:00:46,290 colleagues. And Todd, if you don't mind, I'll start this 13 00:00:46,290 --> 00:00:49,660 one with you. Sure. Thanks, Bobby. I had a feeling 14 00:00:49,660 --> 00:00:53,960 this question was coming, multi- cloud and we have seen 15 00:00:53,960 --> 00:00:58,040 a lot of different opinions about this. And I think 16 00:00:58,710 --> 00:01:01,610 maybe I'll just keep it simple and focus on what 17 00:01:01,610 --> 00:01:05,800 I think is important from our product strategy. And that's 18 00:01:07,030 --> 00:01:11,240 the ability to operate your cloud software where you want. 19 00:01:11,740 --> 00:01:15,550 And that means that you could choose to run it 20 00:01:15,590 --> 00:01:21,770 on, for example, Amazon, AWS or Microsoft Azure or Google 21 00:01:21,770 --> 00:01:26,910 cloud platform. So we're giving in our architecture the ability 22 00:01:27,230 --> 00:01:31,250 for our customers to control where they operate. And that's 23 00:01:31,250 --> 00:01:33,660 very different than a lot of, I'd say the first- 24 00:01:33,660 --> 00:01:38,450 generation cloud architectures. What I think is probably the most 25 00:01:38,450 --> 00:01:42,240 important thing about multi- cloud, now there's a lot more 26 00:01:42,990 --> 00:01:45,160 technical nuances I could get into, but I think I'll 27 00:01:45,840 --> 00:01:48,230 start there with a high level. Abi, what do you 28 00:01:48,230 --> 00:01:52,180 think? Thank you, Todd. Thank you, Bobby. I will take 29 00:01:52,750 --> 00:01:56,540 a technologist view to defining multi- cloud because after all 30 00:01:56,540 --> 00:02:01,000 I am a cloud architect. Simply put mighty cloud is 31 00:02:01,000 --> 00:02:05,720 the ability to consume both private cloud and public clouds 32 00:02:05,940 --> 00:02:10,960 in a single network architecture. So this would involve consuming, 33 00:02:10,960 --> 00:02:16,320 hosted application services, cloud computing, storage and data services from 34 00:02:16,320 --> 00:02:23,450 single or multiple cloud entities including, on premise solutions, hosted 35 00:02:23,470 --> 00:02:27,210 solutions in a data center or a private cloud solution. 36 00:02:27,720 --> 00:02:31,380 Infrastructure as a service or platform as a service providers, 37 00:02:31,550 --> 00:02:35,880 such as, Todd mentioned, Amazon web services, Google cloud platform, 38 00:02:35,880 --> 00:02:41,710 Microsoft Azure, as well as consuming services from software as 39 00:02:41,710 --> 00:02:46,320 a service vendors, such as Genesys. So in reinforcing your 40 00:02:46,320 --> 00:02:52,680 definition of multi- cloud, in terms of Genesys customers. Genesys 41 00:02:52,680 --> 00:02:57,210 engaged customers and prospects they get the choice to operate 42 00:02:57,210 --> 00:03:01,380 their software in different environments. That's my definition of multi- 43 00:03:01,380 --> 00:03:01,420 cloud. Demo Webinar Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"][webinarschedule]If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Join us for this 30 minute webinar where we’ll show how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Deployment options - SaaS, private cloud, on-premises Who operates it - vendor, partner or self-operated Infrastructure options - IaaS, containerization, serverless computing Choice of application services and the strategic vendors within your ecosystem Register today to hear experts in customer experience and cloud technologies share how customer experience centers are morphing into multicloud architectures - and gaining flexibility and control of their customer experience solutions along the way.[cutoff co_thick="2px"]1 00:00:06,540 --> 00:00:10,040 Good morning, evening and afternoon everyone. This is Josh Reed 2 00:00:10,040 --> 00:00:12,280 from the digital events team here at Genesys. And let 3 00:00:12,280 --> 00:00:14,500 me start by saying welcome and thank you all for 4 00:00:14,500 --> 00:00:18,430 joining today's webinar, why your CX solution must be multi- 5 00:00:18,430 --> 00:00:22,490 cloud and might already be. As we always do, I'm 6 00:00:22,490 --> 00:00:25,620 going to cover a couple of brief housekeeping items before 7 00:00:25,620 --> 00:00:28,080 we get started, but I will be quick. First off, 8 00:00:28,080 --> 00:00:30,840 if you experience any problems viewing or listening to today's 9 00:00:30,840 --> 00:00:33,210 webcast, do me a favor and refresh your browser and 10 00:00:33,210 --> 00:00:35,500 make sure that it is indeed up to date, this 11 00:00:35,500 --> 00:00:38,910 should fix any console issues that you may experience. If 12 00:00:38,910 --> 00:00:41,560 those continue however, it might be helpful to switch over 13 00:00:41,560 --> 00:00:44,190 to something like Chrome or Firefox as well, as these 14 00:00:44,190 --> 00:00:47,980 are the best browsers that support the webcast platform. Also, 15 00:00:47,980 --> 00:00:51,310 note that you'll be able to enlarge the slide window 16 00:00:51,310 --> 00:00:54,290 and the video window throughout today's presentation by dragging any 17 00:00:54,330 --> 00:00:58,490 of the corners of those windows. And please note that 18 00:00:58,490 --> 00:01:01,220 this is designed to be an interactive experience between you 19 00:01:01,220 --> 00:01:04,780 and our presenters today. So throughout today's conversation, I encourage 20 00:01:04,780 --> 00:01:06,970 you all to throw questions that you have into the 21 00:01:06,970 --> 00:01:10,060 Q and A window. And what we'll do is we'll answer 22 00:01:10,060 --> 00:01:14,440 them throughout via chat, we'll also potentially read some aloud 23 00:01:14,790 --> 00:01:17,750 during our conversation, and then those we are able to 24 00:01:17,750 --> 00:01:19,650 get to during the live session what we'll do is 25 00:01:19,650 --> 00:01:23,800 we'll follow up with you via email. And note that 26 00:01:23,800 --> 00:01:26,020 this is indeed being recorded, so if you have to 27 00:01:26,020 --> 00:01:28,930 get up during the presentation, you miss anything don't fret, 28 00:01:28,930 --> 00:01:31,270 you will receive a link to the on- demand recording 29 00:01:31,270 --> 00:01:33,900 via email from on 24 within the next few business 30 00:01:33,900 --> 00:01:37,990 days. And also at any time during the webcast, feel 31 00:01:37,990 --> 00:01:40,850 free to check out the resource in the resource box 32 00:01:40,850 --> 00:01:43,700 just below the video window. Clicking through will open up 33 00:01:43,700 --> 00:01:46,020 in a new tab in your browser and we'll expand 34 00:01:46,020 --> 00:01:50,140 on today's topic of multi- cloud. And lastly, we welcome 35 00:01:50,140 --> 00:01:52,890 and appreciate your feedback. So you'll have the opportunity to 36 00:01:52,890 --> 00:01:55,260 fill out a short survey at the end of today's 37 00:01:55,260 --> 00:01:57,720 presentation, it's going to show up automatically at the end. 38 00:01:57,900 --> 00:02:00,560 However, if you are a go getter and you want 39 00:02:00,560 --> 00:02:02,850 to actually take care of it early, you can click 40 00:02:02,850 --> 00:02:06,180 on the survey at the last icon below and take 41 00:02:06,180 --> 00:02:10,460 that any time throughout the presentation. Like I mentioned, short 42 00:02:10,460 --> 00:02:12,650 and sweet. So now I'm actually happy to hand it 43 00:02:12,650 --> 00:02:16,180 off to our moderator today, Bobby Chester. Bobby, the floor 44 00:02:16,180 --> 00:02:20,140 is yours. Awesome, Josh. Thank you as always. I am 45 00:02:20,140 --> 00:02:24,420 super excited to be here today, I am joined by 46 00:02:24,450 --> 00:02:29,040 two of my absolute favorite colleagues. Today we have, Todd 47 00:02:29,040 --> 00:02:32,460 Famous and Abi Chandra joining me and we are going 48 00:02:32,460 --> 00:02:36,360 to be talking about all things multi- cloud. And the 49 00:02:36,360 --> 00:02:38,730 question you might be having in your mind first and 50 00:02:38,730 --> 00:02:42,070 foremost is, so why is the discussion on multi- cloud 51 00:02:42,160 --> 00:02:46,890 important at this time? And the answer is because the 52 00:02:46,890 --> 00:02:51,600 old saying that change is the only constant and although 53 00:02:51,600 --> 00:02:54,850 that holds true, what makes this point in time very 54 00:02:54,850 --> 00:02:58,200 different, is the acceleration of that change. When you look 55 00:02:58,200 --> 00:03:01,300 at things like AI, machine learning, those are just two 56 00:03:01,300 --> 00:03:03,900 of the forces that are driving all of this change 57 00:03:03,900 --> 00:03:07,530 that's going on. And although those aren't topics for this 58 00:03:07,530 --> 00:03:11,220 particular day, they are part of what's driving that need 59 00:03:11,220 --> 00:03:16,390 for cloud applications across a multi- cloud architecture. So let's 60 00:03:16,390 --> 00:03:20,300 start off today on doing a search for the term 61 00:03:20,300 --> 00:03:23,400 of multi- cloud. If you put that in, you'll see 62 00:03:23,400 --> 00:03:28,330 a whole bunch of varying different definitions, companies from Citrix, 63 00:03:28,330 --> 00:03:31,830 Google, Red Hat They're all taking a stab at trying 64 00:03:31,830 --> 00:03:35,930 to define it. Some define multi- cloud as an architecture 65 00:03:36,080 --> 00:03:42,120 that utilizes public private hybrid cloud services. While others see 66 00:03:42,120 --> 00:03:45,290 it more as an approach that's made up of one 67 00:03:45,290 --> 00:03:49,810 cloud service or more, as well as one cloud vendor 68 00:03:49,870 --> 00:03:53,890 or more. So with that said, there's so many variations 69 00:03:53,890 --> 00:03:56,450 out there, I think a good place to start is 70 00:03:56,450 --> 00:04:00,640 to get a definition from both of my colleagues. And 71 00:04:00,640 --> 00:04:02,500 Todd, if you don't mind, I'll start this one with 72 00:04:02,500 --> 00:04:06,020 you. Sure. Thanks, Bobby. I had a feeling this question 73 00:04:06,020 --> 00:04:10,240 was coming, multi- cloud and we have seen a lot 74 00:04:10,240 --> 00:04:15,380 of different opinions about this. And I think maybe I'll 75 00:04:15,380 --> 00:04:17,860 just keep it simple and focus on what I think 76 00:04:17,860 --> 00:04:23,520 is important from our product strategy. And that's the ability 77 00:04:23,520 --> 00:04:29,610 to operate your cloud software where you want. And that 78 00:04:29,610 --> 00:04:32,950 means that you could choose to run it on, for 79 00:04:32,950 --> 00:04:38,610 example, Amazon, AWS or Microsoft Azure or Google cloud platform. 80 00:04:38,920 --> 00:04:43,460 So we're giving in our architecture the ability for our 81 00:04:43,460 --> 00:04:47,880 customers to control where they operate. And that's very different 82 00:04:47,880 --> 00:04:50,610 than a lot of, I'd say the first- generation cloud 83 00:04:50,610 --> 00:04:55,190 architectures. What I think is probably the most important thing 84 00:04:55,560 --> 00:04:59,860 about multi- cloud, now there's a lot more technical nuances 85 00:04:59,860 --> 00:05:02,420 I could get into, but I think I'll start there 86 00:05:02,420 --> 00:05:05,710 with a high level. Abi, what do you think? Thank 87 00:05:05,710 --> 00:05:09,600 you, Todd. Thank you, Bobby. I will take a technologist 88 00:05:09,600 --> 00:05:12,760 view to defining multi- cloud because after all I am 89 00:05:12,760 --> 00:05:17,690 a cloud architect. Simply put mighty cloud is the ability 90 00:05:17,690 --> 00:05:22,170 to consume both private cloud and public clouds in a 91 00:05:22,170 --> 00:05:28,010 single network architecture. So this would involve consuming, hosted application 92 00:05:28,010 --> 00:05:33,110 services, cloud computing, storage and data services from single or 93 00:05:33,150 --> 00:05:40,220 multiple cloud entities including, on premise solutions, hosted solutions in 94 00:05:40,220 --> 00:05:44,600 a data center or a private cloud solution. Infrastructure as 95 00:05:44,600 --> 00:05:47,900 a service or platform as a service providers, such as, 96 00:05:48,300 --> 00:05:52,700 Todd mentioned, Amazon web services, Google cloud platform, Microsoft Azure, 97 00:05:53,420 --> 00:05:58,190 as well as consuming services from software as a service 98 00:05:58,310 --> 00:06:03,730 vendors, such as Genesys. So in reinforcing your definition of 99 00:06:04,100 --> 00:06:09,530 multi- cloud, in terms of Genesys customers. Genesys engaged customers 100 00:06:09,530 --> 00:06:13,760 and prospects they get the choice to operate their software 101 00:06:14,240 --> 00:06:18,310 in different environments. That's my definition of multi- cloud. All 102 00:06:18,310 --> 00:06:22,310 right, perfect. And so now that we've defined multi- cloud, 103 00:06:22,310 --> 00:06:25,690 the whole flexibility and choice, is what I heard you 104 00:06:25,690 --> 00:06:30,270 end on with emphasis. The title of our webinar today 105 00:06:30,270 --> 00:06:34,090 is, why your CX solution must be multi- cloud, certainly 106 00:06:34,090 --> 00:06:37,070 we'll hit on that throughout the day. But then we 107 00:06:37,070 --> 00:06:41,500 tagged it with, and you may be already. And so 108 00:06:41,500 --> 00:06:43,710 I know folks listening to this call and some of 109 00:06:43,710 --> 00:06:46,400 them have joined probably are wondering, well, what do you 110 00:06:46,400 --> 00:06:50,020 mean by that? How would I know? How could I 111 00:06:50,020 --> 00:06:52,930 be multi- cloud already? So, Abi, I'll start with you 112 00:06:52,930 --> 00:06:59,200 on this one. Over the past several years, most organizations 113 00:06:59,200 --> 00:07:05,350 have either intentionally or unintentionally evolved into a multi- cloud 114 00:07:05,390 --> 00:07:08,650 architecture, let me unpack this by giving you a few 115 00:07:08,650 --> 00:07:12,480 examples. In fact, the simplest examples for all of us 116 00:07:12,480 --> 00:07:17,070 in the customer experience industry or the contact center industry 117 00:07:17,070 --> 00:07:23,110 would be our customer relationship management systems or CRM as 118 00:07:23,110 --> 00:07:26,990 we call it. Today, most of them are cloud- based 119 00:07:27,180 --> 00:07:30,960 so even if you are an on- premise based contact 120 00:07:30,970 --> 00:07:37,670 center, integrating to Microsoft Dynamics 365 or Zendesk, you are 121 00:07:37,710 --> 00:07:41,440 a multi- cloud solution. And why does contact center and 122 00:07:41,440 --> 00:07:47,110 customer experience, our HR systems, our payroll systems, office productivity 123 00:07:47,110 --> 00:07:52,160 suite like, Google Docs or Office 365. Including even IT 124 00:07:52,430 --> 00:07:57,320 departments that used to maintain tape backups at an offsite 125 00:07:57,320 --> 00:08:01,770 location for disaster recovery. Today, they use services from Google, 126 00:08:01,770 --> 00:08:06,490 such as cold line storage or Amazon S3, Simple Storage 127 00:08:06,490 --> 00:08:11,720 Services because they get 11 lines of durability at a 128 00:08:11,720 --> 00:08:15,860 fraction of the cost of maintaining offsite back backups. So 129 00:08:15,860 --> 00:08:19,930 if you look deeper into various departments within a business 130 00:08:19,930 --> 00:08:24,560 or an organization, you will find multi- cloud has already 131 00:08:24,560 --> 00:08:28,790 proliferated the enterprise and that is why you may be 132 00:08:28,790 --> 00:08:34,980 multi- cloud. And the customers that I talked to, I 133 00:08:34,980 --> 00:08:39,780 do run into conversations where they are... Let's say they 134 00:08:39,780 --> 00:08:43,900 believe that they're all prem, that's one statement I've heard. 135 00:08:44,370 --> 00:08:47,250 And it usually just takes a little bit of digging 136 00:08:47,250 --> 00:08:51,580 or looking around to discover, okay, they're using a thought 137 00:08:51,580 --> 00:08:54,380 application for, as you said, for CRM or for HR 138 00:08:54,380 --> 00:09:01,890 or even in IT. So cloud services are being used 139 00:09:02,230 --> 00:09:07,230 sometimes through shadow IT, and sometimes just through different departments 140 00:09:07,230 --> 00:09:13,120 or acquisitions that have occurred. So this speaks to the 141 00:09:13,120 --> 00:09:16,810 point of, you may already be. What I would suggest 142 00:09:16,810 --> 00:09:21,010 and this is the point of the conversation, is that our 143 00:09:21,010 --> 00:09:24,460 customers are now starting to be more intentional about it. 144 00:09:24,460 --> 00:09:28,410 To actually think about the various cloud services they're using, 145 00:09:28,410 --> 00:09:31,430 think about the implications of using those cloud services or 146 00:09:31,430 --> 00:09:34,950 private clouds and then have a corporate strategy for how 147 00:09:34,950 --> 00:09:40,450 to be multi- cloud. So, Todd it's interesting, I know 148 00:09:40,520 --> 00:09:44,320 you've already mentioned and Abi, as well. Several of the 149 00:09:44,320 --> 00:09:49,740 infrastructure as a service providers, Google Cloud, Azure, AWS, in 150 00:09:49,740 --> 00:09:53,050 your opinion does it need to be one or more 151 00:09:53,050 --> 00:09:58,920 of these providers to be considered multi- cloud? Well, I'll 152 00:09:58,920 --> 00:10:03,380 tell you it's becoming increasingly difficult to be singular in 153 00:10:03,380 --> 00:10:06,460 terms of your entire deployment. We certainly have customers that 154 00:10:06,500 --> 00:10:10,190 have a strong desire to be all in one provider. 155 00:10:11,560 --> 00:10:13,530 I think that some of them may get there, I 156 00:10:13,530 --> 00:10:16,400 think for most customers, they will end up with multiple 157 00:10:16,450 --> 00:10:21,800 cloud services. For those that do get there, I think 158 00:10:21,800 --> 00:10:25,330 the other important attribute of multi- cloud to think about 159 00:10:25,770 --> 00:10:29,500 is a possibility of things are going to change. As 160 00:10:29,500 --> 00:10:31,870 you said at the beginning, Bobby, things keep changing and 161 00:10:32,240 --> 00:10:36,380 we have customers who have made a choice about a 162 00:10:36,690 --> 00:10:39,870 certain cloud provider and then down the line, their corporate 163 00:10:39,870 --> 00:10:44,430 strategy changes due to some other commercial arrangement or acquisition 164 00:10:44,680 --> 00:10:49,340 and so multi- cloud re- enters that strategy. So we're 165 00:10:49,340 --> 00:10:52,540 seeing a lot of that and I think that this 166 00:10:52,540 --> 00:10:56,460 is investment protection to be able to offer a cloud 167 00:10:56,460 --> 00:10:59,980 strategy across those various providers. And, Abi mentioned, I just 168 00:10:59,980 --> 00:11:02,640 wanted to make sure I reinforce that there's also private 169 00:11:02,640 --> 00:11:07,100 cloud or even on- prem cloud architectures that customers operate. 170 00:11:07,340 --> 00:11:10,170 And that is still are port and part of the 171 00:11:10,170 --> 00:11:18,680 strategy for certain customers and certain verticals. And, Abi do you have 172 00:11:18,680 --> 00:11:22,130 any thoughts on the infrastructure as a service providers? Yeah, 173 00:11:22,130 --> 00:11:25,670 yeah. I will actually double down on what, Todd said, 174 00:11:25,670 --> 00:11:29,290 but if you carefully listen on the one hand, we 175 00:11:29,290 --> 00:11:32,840 said that you don't have to be with one of 176 00:11:32,840 --> 00:11:36,440 these infrastructure as a service provider, and you could also 177 00:11:36,440 --> 00:11:42,590 be on premises or private cloud or hosted services. At 178 00:11:42,590 --> 00:11:45,210 the end of the day I think what customers really 179 00:11:45,210 --> 00:11:49,880 are looking for, are benefits of a cloud solution. And 180 00:11:49,880 --> 00:11:52,060 the top most benefit is the one that you laid 181 00:11:52,060 --> 00:11:54,750 out as you started this session, Bobby, which is the 182 00:11:54,750 --> 00:11:59,070 ability to change. With ability to deploy wherever you want, 183 00:11:59,350 --> 00:12:05,470 ability to get continuous delivery, continuous innovation, instinct, scalability, these 184 00:12:05,470 --> 00:12:07,820 are the benefits that customers are looking for. So you 185 00:12:07,970 --> 00:12:11,460 don't have to be in an AWS or an Azure, 186 00:12:11,760 --> 00:12:15,900 you could be on premise and consume cloud deliver innovations. 187 00:12:16,150 --> 00:12:19,900 You could be in your hosted private cloud and have 188 00:12:19,900 --> 00:12:24,870 expandability into Google Cloud for scalability purposes. And that is 189 00:12:25,210 --> 00:12:28,530 what makes you multi-cloud. So let me latch on to 190 00:12:28,530 --> 00:12:31,080 one of the things that you both touched on, which 191 00:12:31,080 --> 00:12:34,470 is the private cloud piece that you just brought up. 192 00:12:34,470 --> 00:12:37,350 And I guess, I have a question, is that for 193 00:12:37,350 --> 00:12:41,010 the last decade or so, really SAS has been the 194 00:12:41,010 --> 00:12:44,900 cool kid on the block and private cloud seems to 195 00:12:44,900 --> 00:12:51,830 have been relegated. Private cloud, is it still cool? Well, 196 00:12:52,050 --> 00:12:57,110 let me try. In the beginning there was prem, we understand 197 00:12:57,110 --> 00:13:02,480 that and then there was cloud and as you've said, initially, 198 00:13:02,480 --> 00:13:06,820 when you first think about cloud services, they were a 199 00:13:06,820 --> 00:13:11,470 black box, really. You're getting a service from a vendor 200 00:13:11,690 --> 00:13:15,130 but what's behind the curtain you don't know about, you 201 00:13:15,840 --> 00:13:18,420 don't have any control over, you don't have any choices 202 00:13:18,460 --> 00:13:23,690 over that infrastructure in the backend. Now, if you look 203 00:13:23,690 --> 00:13:28,690 under the covers, what the benefits of cloud include, continuous 204 00:13:28,690 --> 00:13:35,280 development, horizontal scale microservices, cost control. Those benefits in a 205 00:13:35,280 --> 00:13:40,230 cloud architecture are now possible with private cloud. So we 206 00:13:40,230 --> 00:13:44,090 can actually, as a software developer develop software, we're using 207 00:13:44,090 --> 00:13:46,220 a technology called, containers, which we may or may not 208 00:13:46,220 --> 00:13:49,370 get into that level of detail. But using the software 209 00:13:49,370 --> 00:13:52,310 architecture that is a cloud architecture, so it has the 210 00:13:52,310 --> 00:13:57,020 benefits of cloud but still gives you the option of 211 00:13:57,020 --> 00:14:00,310 controlling where that software gets deployed, which could include on- 212 00:14:00,310 --> 00:14:07,400 prem in a private cloud. Abi, your thoughts. Sure. I 213 00:14:07,400 --> 00:14:11,080 know you said," Hey, is private cloud still cool?" I'll 214 00:14:11,170 --> 00:14:14,030 take it a step further and say, not only is 215 00:14:14,030 --> 00:14:17,930 private clouds still cool but it will remain so for 216 00:14:17,930 --> 00:14:22,820 the next several years. As organizations evolve and set their 217 00:14:22,910 --> 00:14:28,220 cloud strategy a private cloud multi- cloud architecture, not only 218 00:14:28,220 --> 00:14:33,010 leveraging the existing investments in technology, but it enables them 219 00:14:33,010 --> 00:14:37,280 to stay true to the original reason why they want 220 00:14:37,420 --> 00:14:40,480 to go multi- cloud or private cloud in the first 221 00:14:40,480 --> 00:14:43,820 place. Some of these reasons, Todd already mentioned so I'll 222 00:14:44,160 --> 00:14:46,960 expand on those. A lot of times when it came 223 00:14:46,960 --> 00:14:51,590 to on- premise customer experience solutions or private cloud hosted 224 00:14:51,630 --> 00:14:57,540 data center based operations. One of the reasons that customers 225 00:14:57,540 --> 00:15:02,490 really took a multi- vendor approach was number one, they 226 00:15:02,490 --> 00:15:06,100 got to select the best of technologies from different vendors 227 00:15:06,420 --> 00:15:10,620 but more importantly, they did not have to lock themselves 228 00:15:10,670 --> 00:15:14,350 in to a single vendor. So the single vendor lock- 229 00:15:14,350 --> 00:15:17,610 in factor goes away. The other thing is in today's 230 00:15:17,610 --> 00:15:22,850 environment, a private cloud gives you greater control over your 231 00:15:22,850 --> 00:15:28,180 security and data protections that you are looking for. But most 232 00:15:28,180 --> 00:15:32,310 of all, it is the ability to create highly customized 233 00:15:32,530 --> 00:15:38,370 and tailored customer experiences for their end consumers. So for 234 00:15:38,370 --> 00:15:43,000 such businesses ripping and replacing their existing private cloud or 235 00:15:43,000 --> 00:15:48,110 premise infrastructure and then going to a public cloud multi- 236 00:15:48,500 --> 00:15:53,440 tenant cloud solution, where 80% of the functionalities are same 237 00:15:53,680 --> 00:15:59,100 across multiple customer sex, they cannot provide those discerning tailored 238 00:15:59,310 --> 00:16:04,240 customer experiences that their customers experience. And now, as Todd, 239 00:16:04,240 --> 00:16:07,250 mentioned, he said containers. And I take it one step 240 00:16:07,250 --> 00:16:10,550 further into the technicalities of it, for the past several 241 00:16:10,550 --> 00:16:16,560 years technologies such as Docker, Kubernetes, allow you to get 242 00:16:16,560 --> 00:16:20,840 all the cloud benefits from your existing premise or private 243 00:16:20,840 --> 00:16:24,100 cloud solutions. So this is the reason why I think 244 00:16:24,590 --> 00:16:26,950 private cloud is going to be cool for a very 245 00:16:26,950 --> 00:16:30,780 long time. And Todd, I was going to say, when 246 00:16:30,780 --> 00:16:36,450 you look at our own customer base, look at the popularity of private cloud. 247 00:16:36,450 --> 00:16:38,920 Yeah. So particularly the types of customers that we deal with and engage 248 00:16:39,100 --> 00:16:43,200 with some of the largest and most sophisticated contact centers 249 00:16:43,200 --> 00:16:47,160 in the world. And in some of these industries, they 250 00:16:47,160 --> 00:16:51,110 have the scale to justify the cloud infrastructure, they have 251 00:16:51,110 --> 00:16:54,580 the teams to justify it. I think particularly in the 252 00:16:54,580 --> 00:17:00,880 large financial services, most of those operations are massive, massive 253 00:17:00,880 --> 00:17:05,060 in scale and have massive investments in private cloud. And 254 00:17:05,060 --> 00:17:08,020 they have the opportunity to leverage those investments now with 255 00:17:08,020 --> 00:17:13,950 a cloud contact center product from Genesys. And Abi, mentioned 256 00:17:14,060 --> 00:17:17,930 this but I want to also just acknowledge that in 257 00:17:17,930 --> 00:17:22,490 certain industries, certain parts of the world, there are regulatory 258 00:17:22,490 --> 00:17:27,110 and compliance reasons that certain companies need to operate in 259 00:17:27,110 --> 00:17:31,740 private clouds. Whether it be government services or due to 260 00:17:31,740 --> 00:17:36,780 certain dat privacy restrictions or constraints within a certain geography, 261 00:17:37,650 --> 00:17:41,260 private cloud is a necessity. And so what we aim 262 00:17:41,260 --> 00:17:45,620 to do with this, our architecture in multi- cloud is 263 00:17:45,620 --> 00:17:48,200 deliver the benefits of cloud with still that control of being 264 00:17:48,200 --> 00:17:52,640 able to put the software where you want. And Abi, 265 00:17:52,640 --> 00:17:55,000 I know you started delving a little bit further into 266 00:17:56,220 --> 00:18:01,740 Docker containers and Kubernetes. This isn't necessarily new technology as 267 00:18:01,740 --> 00:18:06,110 I understand it, really what's new is it entering the 268 00:18:06,110 --> 00:18:08,910 CCaaS, the contact center as a service market, is that 269 00:18:08,910 --> 00:18:12,830 fair? You are 100% accurate. And the reason for this 270 00:18:12,830 --> 00:18:18,990 is a whole lot of these technologies across multiple information 271 00:18:18,990 --> 00:18:24,590 services and information technology disciplines have been identified as open 272 00:18:24,590 --> 00:18:29,960 source options by the Cloud Native Computing Foundation or CNCF. 273 00:18:30,420 --> 00:18:33,300 So a lot of these open source technologies are already 274 00:18:33,300 --> 00:18:37,570 being used on- premise solutions and private cloud solutions, as 275 00:18:37,570 --> 00:18:40,900 well as infrastructure as a service options. I'll start by 276 00:18:40,960 --> 00:18:45,020 naming, Docker, which I said it allows the OS level 277 00:18:45,270 --> 00:18:50,780 virtualization to deliver your software in packages called containers. And 278 00:18:50,780 --> 00:18:56,580 then these containers can be orchestrated using Kubernetes orchestration and 279 00:18:56,750 --> 00:19:01,170 manage and deploy all of these across, not only multiple 280 00:19:01,570 --> 00:19:07,590 infrastructure as a service platforms like, AWS, OpenShift or Google Cloud 281 00:19:07,590 --> 00:19:12,260 platform, but also for on- premise as well as private cloud 282 00:19:12,570 --> 00:19:16,680 or hosted services. There are additional few technologies which we 283 00:19:16,680 --> 00:19:20,500 in Genesys engage use to enable this for our customers 284 00:19:20,570 --> 00:19:25,800 all from the CNCF Foundation. One is Terraform, infrastructure provisioning, 285 00:19:25,800 --> 00:19:32,280 which allows automated provisioning of infrastructure across multiple clouds simultaneously. 286 00:19:32,650 --> 00:19:36,510 There is also Spinnaker continuous delivery and integration. We say 287 00:19:36,700 --> 00:19:40,900 that our multi- cloud and private cloud customers get continuous 288 00:19:40,900 --> 00:19:44,670 delivery and integration, but Spinnaker is the technology that enables 289 00:19:44,670 --> 00:19:48,300 this to happen. Which is why I say that even 290 00:19:48,300 --> 00:19:51,940 our on- premise and private cloud customers get to live 291 00:19:52,030 --> 00:19:57,010 the cloud life, instant scalability, continuous delivery, access to cloud 292 00:19:57,010 --> 00:20:02,830 innovations across all clouds and cross cloud deployment. So think 293 00:20:02,830 --> 00:20:08,080 about it, we don't know where that new technology, new 294 00:20:08,240 --> 00:20:11,410 innovation will come early, if you are locked into lets 295 00:20:11,410 --> 00:20:15,040 say, Amazon web services for your solution and it is 296 00:20:15,640 --> 00:20:20,250 tightly integrated on Amazon web services infrastructure, it is difficult 297 00:20:20,660 --> 00:20:23,560 to go to another platform which may have the innovation. 298 00:20:23,970 --> 00:20:28,750 With Docker and Kubernetes container orchestration. You can use multiple 299 00:20:28,750 --> 00:20:34,080 cloud platforms simultaneously, and not only just stop, reduce your 300 00:20:34,080 --> 00:20:37,540 time to deployment by 75% but even cut your costs 301 00:20:37,540 --> 00:20:40,350 in half. Sorry, Todd, go ahead. And Bobby, I think 302 00:20:40,350 --> 00:20:46,850 you pasted it in the question, some of our customers 303 00:20:46,850 --> 00:20:48,480 and those of you who are on this call, I'm 304 00:20:48,480 --> 00:20:52,340 going to say, may not be familiar with Kubernetes and 305 00:20:52,340 --> 00:20:56,770 Helm Charts and Spinnaker and a Terraform. These are newer 306 00:20:56,770 --> 00:21:00,650 technologies to the call center people and I can tell 307 00:21:00,650 --> 00:21:03,620 you and the customers that we're dealing with and that 308 00:21:03,620 --> 00:21:09,210 we're helping today, it isn't uncommon that I walk into 309 00:21:09,370 --> 00:21:12,960 some of those conversations with and meeting with a party 310 00:21:12,960 --> 00:21:15,810 who isn't familiar with that technology. Now, one thing I 311 00:21:15,810 --> 00:21:17,420 will say is I would and I'll go on a 312 00:21:17,420 --> 00:21:21,310 limb here and guarantee that any large enterprise, if you 313 00:21:21,310 --> 00:21:24,970 go and talk to your peers in IT, you will 314 00:21:24,970 --> 00:21:28,530 find some group within the enterprise that is already deploying 315 00:21:28,530 --> 00:21:32,240 this technology. So as you said, it's new- ish to 316 00:21:32,240 --> 00:21:34,990 contact center but it's not new to the environments of 317 00:21:34,990 --> 00:21:37,090 our enterprises, so connecting that dots is one of the 318 00:21:37,090 --> 00:21:40,380 things that we need to do as a team. Perfect. 319 00:21:40,380 --> 00:21:42,880 Then actually I'm going to interject, we did have a 320 00:21:42,880 --> 00:21:47,280 question that came in. The question is, I would self- 321 00:21:47,280 --> 00:21:51,290 describe as on- premise with an application that we've used 322 00:21:51,290 --> 00:21:55,590 for almost 10 years now, you're saying that we don't 323 00:21:55,590 --> 00:22:01,400 have to rip and replace? Explain how that works. I'm 324 00:22:01,400 --> 00:22:02,890 not sure, Abi, if you want to take the first 325 00:22:02,890 --> 00:22:07,610 stab at this. Yeah, absolutely. So one of the things 326 00:22:07,690 --> 00:22:12,890 that you will encounter is folks have already started utilizing 327 00:22:12,890 --> 00:22:15,680 a whole host of these technologies, or be it not 328 00:22:15,680 --> 00:22:18,650 all of them, but in order to make their work 329 00:22:18,730 --> 00:22:23,910 loads easier. Think about what started with VMware and virtualization 330 00:22:24,180 --> 00:22:30,180 now has been taken into containerized deployment of servers, services 331 00:22:30,180 --> 00:22:33,010 and platforms. And then of course, to better manage them 332 00:22:33,010 --> 00:22:38,950 they are utilizing other additional services. So when you encounter 333 00:22:39,030 --> 00:22:43,130 your cloud strategy, you don't have to let go on 334 00:22:43,230 --> 00:22:46,120 not only the investment that you're made in the hardware 335 00:22:46,120 --> 00:22:50,120 and software, but also in training and managing all these 336 00:22:50,120 --> 00:22:53,830 resources, which operate these for you. You can set a 337 00:22:53,830 --> 00:22:58,100 slow and steady path to the cloud as you containerize 338 00:22:58,100 --> 00:23:03,490 your solutions, start deriving cloud benefits. And then according to 339 00:23:03,490 --> 00:23:08,240 your convenience, find the right multiple cloud platforms to take 340 00:23:08,240 --> 00:23:12,280 your solution to the next level. What do you think 341 00:23:12,280 --> 00:23:14,650 about this, Todd? And I'll say that sounds like one of our customers, 342 00:23:14,650 --> 00:23:17,820 so maybe I'll speak to it in terms of the 343 00:23:17,820 --> 00:23:24,420 engaged product portfolio. You're offering choice a common theme here 344 00:23:25,640 --> 00:23:28,440 and we started on this journey actually a couple of 345 00:23:28,440 --> 00:23:33,910 years back. Our first containerized component was something called, CX 346 00:23:33,910 --> 00:23:38,070 Insights, which is an analytics application. And so it's a 347 00:23:38,180 --> 00:23:44,630 container packaging and we have customers, long- standing prem customers 348 00:23:44,890 --> 00:23:50,170 who have deployed this particular application in this new containerize 349 00:23:50,170 --> 00:23:54,800 architecture. And that works in combination with their existing deployment, 350 00:23:55,540 --> 00:23:58,360 we have another component called CX Contact, which is our 351 00:23:58,360 --> 00:24:01,390 outbound offer, which is also in containers and now available 352 00:24:01,390 --> 00:24:05,500 and you can integrate that to your existing environment. Genesys 353 00:24:05,500 --> 00:24:11,930 Workspace, web edition, our desktop experience, designer or orchestration engine. 354 00:24:12,220 --> 00:24:17,410 So we are adding containers in elements, with the journey 355 00:24:17,410 --> 00:24:20,470 that we've been on, we are now completing that journey 356 00:24:20,470 --> 00:24:23,020 we'll have the full suite available, but there's options in 357 00:24:23,020 --> 00:24:27,040 terms of how you're going to go about implementing those 358 00:24:27,040 --> 00:24:31,090 components. There are also by the way, customers who go 359 00:24:31,090 --> 00:24:34,620 straight to cloud. So there are customers that have large 360 00:24:34,810 --> 00:24:38,580 prem deployments and decide that they want to transition to 361 00:24:38,580 --> 00:24:43,750 a Genesys managed service and so they transitioned from their 362 00:24:43,750 --> 00:24:45,970 current architecture. So one of the things that, and this 363 00:24:45,970 --> 00:24:48,790 is what we need to have a conversation, with each 364 00:24:48,790 --> 00:24:51,120 of our customers about is that path to cloud and 365 00:24:51,120 --> 00:24:54,950 what makes sense for them. Yeah. And actually, Todd, that 366 00:24:54,950 --> 00:24:58,600 leads me to my next question which is, we've talked 367 00:24:59,000 --> 00:25:01,110 quite a bit about the infrastructure side of it but 368 00:25:01,110 --> 00:25:04,760 there is another side of it. There is the, who's 369 00:25:04,760 --> 00:25:07,210 going to manage it, who's going to deploy it, who's 370 00:25:07,210 --> 00:25:10,090 going to keep that expertise, who's going to manage the 371 00:25:10,090 --> 00:25:12,610 knock, who's going to do the moves, adds and changes? 372 00:25:13,550 --> 00:25:15,470 So Todd, if you want to talk a little bit 373 00:25:15,470 --> 00:25:18,120 about, when you're looking it through the lens of multi- 374 00:25:18,120 --> 00:25:22,540 cloud, again, the flexibility that you're given. Yeah, that's another 375 00:25:22,540 --> 00:25:27,760 thing that's changed a lot from earlier first- generation cloud 376 00:25:28,050 --> 00:25:32,530 contact center solutions or CCaaS solutions as you've said. These had one 377 00:25:32,530 --> 00:25:37,840 model from the vendor with multi- cloud and the architecture 378 00:25:37,840 --> 00:25:42,070 that we've put together with engage, we can offer a 379 00:25:42,920 --> 00:25:45,920 traditional model of Contact Center as a Service where we're 380 00:25:45,920 --> 00:25:51,140 operating and offering completely managing the software. But we also 381 00:25:51,140 --> 00:25:55,740 have options where we can provide those containers, that architecture 382 00:25:55,950 --> 00:26:00,210 to a service provider or a partner who will operate 383 00:26:00,210 --> 00:26:02,670 it on behalf of a customer. So if a customer 384 00:26:02,670 --> 00:26:07,760 chooses to have a service provider operate their software, could 385 00:26:07,760 --> 00:26:10,410 be because of a relationship they have with them on 386 00:26:10,410 --> 00:26:14,520 the networking or telecom side or because of even data 387 00:26:14,520 --> 00:26:17,640 sovereignty reasons. They want a certain operator to run that, 388 00:26:17,820 --> 00:26:21,710 they could choose that or they could be completely on 389 00:26:21,710 --> 00:26:26,380 premise in a private data center with a partner or 390 00:26:26,380 --> 00:26:32,390 in- house staff, some combination managing. There's complete flexibility in 391 00:26:32,390 --> 00:26:37,030 terms of the operating model, which can be made independent 392 00:26:37,030 --> 00:26:39,770 of choosing a great architecture and choosing a great contact 393 00:26:39,770 --> 00:26:45,400 center product. All right. Abi, your thoughts? Sure. I actually, everything 394 00:26:45,400 --> 00:26:48,110 like, Todd said, I'll just add another angle to it from 395 00:26:48,110 --> 00:26:51,520 a personal perspective. All of us in this industry try 396 00:26:51,520 --> 00:26:54,290 to keep our skill sites up to date, several years 397 00:26:54,330 --> 00:27:00,440 ago it was AWS certification, then a few years ago it was Agile certification, now everybody's running towards 398 00:27:00,470 --> 00:27:05,750 GCP. So having a solution that provides you the choice 399 00:27:05,940 --> 00:27:09,240 and gives you the control, if you have the resources 400 00:27:09,330 --> 00:27:12,380 to manage it on site, on premise, have at it. 401 00:27:12,750 --> 00:27:16,080 If you have the resources in conjunction with a partner 402 00:27:16,300 --> 00:27:19,510 to manage it in your private cloud, hosted data center, 403 00:27:19,710 --> 00:27:23,140 then you have that option available with a private multi- 404 00:27:23,400 --> 00:27:27,670 cloud solution. If you have tie- ins or buy ins 405 00:27:27,670 --> 00:27:32,160 with AWS or Azure, then you can start leveraging those 406 00:27:32,300 --> 00:27:36,510 resources for your contact center or customer experience solution also. 407 00:27:36,720 --> 00:27:39,940 Or you can turn it all to a systems integrator 408 00:27:40,190 --> 00:27:42,920 and say," Hey, you do everything for me, give me 409 00:27:42,920 --> 00:27:46,170 your turnkey multi- cloud solution so that we can focus 410 00:27:46,170 --> 00:27:49,330 on our business." So really the control is what I 411 00:27:49,330 --> 00:27:54,100 would emphasize as part of this solution. Abi, scares me 412 00:27:54,100 --> 00:27:56,790 when he says he got his AWS Certification and then 413 00:27:56,790 --> 00:27:59,970 he loved Azure and then now GCP. What I think 414 00:27:59,970 --> 00:28:02,660 about there is we have so many people in this 415 00:28:02,660 --> 00:28:06,630 industry that are attached or married to one particular provider. 416 00:28:06,630 --> 00:28:10,050 And so when you say that you're in the AWS 417 00:28:10,050 --> 00:28:14,350 camp, you're anti Azure and so people are quite divided 418 00:28:14,350 --> 00:28:17,630 along lines sometimes around cloud. I think the message here 419 00:28:17,630 --> 00:28:20,950 is that we know we can support you no matter 420 00:28:20,950 --> 00:28:24,430 what cloud you're in. All right. So now I'm going 421 00:28:24,430 --> 00:28:28,050 to move us to, by all means, especially on engage, 422 00:28:28,540 --> 00:28:33,060 we service extremely large complex global enterprises. And when you 423 00:28:33,060 --> 00:28:36,420 look at the way that they have designed their partner, 424 00:28:36,420 --> 00:28:41,900 their vendor application system ecosystem, it is a whole bunch. 425 00:28:42,830 --> 00:28:45,490 They're tapping into different vendors, I know Abi, had even 426 00:28:45,490 --> 00:28:50,120 mentioned earlier on having that best of breed approach. And 427 00:28:50,120 --> 00:28:54,940 so when it comes to multi- cloud architecture, when you're 428 00:28:54,940 --> 00:28:58,510 looking at the way that we're setting it up to 429 00:28:58,510 --> 00:29:02,840 go forward with multi- cloud, does it impact the way 430 00:29:02,840 --> 00:29:07,660 that these very large complex customers build that ecosystem out. 431 00:29:09,310 --> 00:29:11,710 Todd, why don't you take this one because you deal with 432 00:29:11,710 --> 00:29:14,230 a lot of these customers in face- to- face meetings. 433 00:29:14,310 --> 00:29:21,070 A lot of partners too. Again, I'll go back to 434 00:29:21,070 --> 00:29:24,720 when we saw first- generation CCaaS, a lot of the 435 00:29:25,180 --> 00:29:31,100 direction in the industry and the momentum was towards this 436 00:29:31,100 --> 00:29:37,010 all in one bundle, it's one thing and it's everything 437 00:29:37,010 --> 00:29:39,940 that you need. Now. I don't think the vendors would 438 00:29:39,940 --> 00:29:42,020 go so far as to say close, but it's everything 439 00:29:42,020 --> 00:29:43,430 you need, which is a way of saying that you 440 00:29:43,430 --> 00:29:45,200 don't need anything else so which is a way of saying, 441 00:29:45,200 --> 00:29:48,240 they're not really committed to working with best of breed. 442 00:29:49,900 --> 00:29:51,750 Abi, as you said, that the part of the market 443 00:29:52,030 --> 00:29:55,490 that I deal with every day and customers we deal 444 00:29:55,490 --> 00:29:58,860 with come to the table with their own assets and 445 00:29:58,860 --> 00:30:02,470 various applications that they need to integrate to their contact 446 00:30:02,470 --> 00:30:07,740 center. Sometimes contact center applications, preferences they have around workforce 447 00:30:07,740 --> 00:30:13,640 management or speech recognition or CRM. And when they come 448 00:30:13,640 --> 00:30:18,230 to the table we need to work in a way 449 00:30:18,370 --> 00:30:22,680 with those applications. So integrate to those applications, again, multi- 450 00:30:22,680 --> 00:30:26,230 cloud supports that idea of choice and control around where 451 00:30:26,230 --> 00:30:28,400 you're running your software and how you're integrating it to 452 00:30:28,400 --> 00:30:32,530 these various components and what those parameters and security and 453 00:30:32,530 --> 00:30:36,580 networking looks like. So that ability to integrate becomes part 454 00:30:36,580 --> 00:30:41,690 of that bigger multi- cloud storey. Abi, your thoughts on 455 00:30:41,690 --> 00:30:47,530 this topic? Exactly what, Todd said, that you have the 456 00:30:47,530 --> 00:30:50,970 ability to go in the direction that you want to 457 00:30:50,970 --> 00:30:53,810 and not in the direction those who are pitching you 458 00:30:53,810 --> 00:30:57,410 a cloud solution want to take you into. Maintain that 459 00:30:57,410 --> 00:31:01,410 flexibility, choice and control that you always have had with 460 00:31:01,410 --> 00:31:06,990 your on- premise and private multi- cloud solutions. All right. 461 00:31:06,990 --> 00:31:10,340 So gentlemen, we only have a couple minutes left. So 462 00:31:10,340 --> 00:31:14,330 let me ask this quick question. So Todd, again, knowing 463 00:31:14,330 --> 00:31:17,920 that you have so much time with our customers, when 464 00:31:17,920 --> 00:31:20,050 you talk to them and you start sharing with them, 465 00:31:20,060 --> 00:31:23,140 just our approach to multi- cloud, what is their response? 466 00:31:29,240 --> 00:31:33,420 This basically what I would describe as the way they 467 00:31:33,420 --> 00:31:38,170 show up is with relief. The idea that they've had 468 00:31:38,680 --> 00:31:44,930 sophisticated, complex, large multinational or in some cases, in across 469 00:31:44,930 --> 00:31:48,940 many geographies and data center deployments and that's their current 470 00:31:48,940 --> 00:31:52,780 world. And they're looking at and they've been hearing and 471 00:31:52,780 --> 00:31:55,330 they're trying to figure out a cloud strategy. And the 472 00:31:55,330 --> 00:31:59,670 cloud strategy looks completely different from their current environment in 473 00:31:59,670 --> 00:32:03,310 how their current environment feels and how they operate. And 474 00:32:03,400 --> 00:32:07,510 what multi-cloud gives them is a cloud architecture, a path 475 00:32:07,510 --> 00:32:12,470 to cloud with the ability to embrace some of the 476 00:32:12,470 --> 00:32:15,550 constraints that they've had previously in terms of where they 477 00:32:15,550 --> 00:32:18,580 deploy, who they integrate to, how they control, how they 478 00:32:18,580 --> 00:32:24,600 secure, the software. And so we're seeing a really positive 479 00:32:24,610 --> 00:32:27,780 reaction from our large enterprise customers in this idea of 480 00:32:28,160 --> 00:32:32,650 a path forward to cloud through multi- cloud. Awesome. You 481 00:32:32,650 --> 00:32:36,520 mean, I don't have to give up my solution and 482 00:32:36,520 --> 00:32:39,950 infrastructure in which I put so much pains, hard work 483 00:32:39,950 --> 00:32:43,080 into? These are some of the statements that our customers 484 00:32:43,080 --> 00:32:45,700 make back to us when we show them our multi- 485 00:32:45,810 --> 00:32:49,830 cloud architecture. They're pretty passionate about some of those solutions 486 00:32:50,230 --> 00:32:53,490 that they've tied on to. Because they're just key in 487 00:32:53,490 --> 00:32:55,990 the way that they do customer experience and the way 488 00:32:55,990 --> 00:33:00,440 that they just engage in general. All right. So gentlemen, 489 00:33:00,450 --> 00:33:04,280 we are at time, one last question. And with this 490 00:33:04,280 --> 00:33:06,910 one, since we are at time, I'm going to hold 491 00:33:06,910 --> 00:33:09,920 us all to just a single word answer, so you 492 00:33:09,920 --> 00:33:14,010 get one word. The final question, what is the one 493 00:33:14,010 --> 00:33:19,150 word to you that defines multi- cloud? And so Todd, 494 00:33:19,160 --> 00:33:23,240 I'll start with you. Well, I'm going to answer in one word 495 00:33:23,840 --> 00:33:26,530 but I'm going to expand it. The word would be 496 00:33:27,200 --> 00:33:35,080 control. We work with some fantastic companies, some of the 497 00:33:35,080 --> 00:33:39,900 smartest people in this industry are our customers and they 498 00:33:39,900 --> 00:33:44,410 have great ideas around how to manage their software and 499 00:33:46,040 --> 00:33:49,460 what multi- cloud gives them as ability to exert some 500 00:33:49,460 --> 00:33:53,370 of that control over how and where, and in what 501 00:33:53,370 --> 00:33:57,640 manner their software is deployed. Awesome. All right. Abi Chandra. 502 00:33:58,180 --> 00:34:04,610 I always knew you were a control freak. The one 503 00:34:04,610 --> 00:34:08,490 word solution for defining multi- cloud, which comes to my 504 00:34:08,490 --> 00:34:12,440 mind, I'm going to tap into my inner yoga that 505 00:34:12,450 --> 00:34:15,920 I practice. Especially, Bobby, since you introduced me to heart 506 00:34:15,960 --> 00:34:24,090 yoga, is flexibility. The flexibility to control your infrastructure, the flexibility 507 00:34:24,090 --> 00:34:29,680 to control your technology, the flexibility to control your resources 508 00:34:29,920 --> 00:34:35,080 and the flexibility to decide who will manage, administer, install 509 00:34:40,030 --> 00:34:42,930 and configure your CX solution. So for me, that word is flexibility. Excellent. All right. And I will top us out 510 00:34:42,930 --> 00:34:45,790 with my word, as you were both talking that pop 511 00:34:45,790 --> 00:34:47,550 to my head is actually... I don't know if it's 512 00:34:47,550 --> 00:34:52,920 a full word, but it's multi. And when I think 513 00:34:52,920 --> 00:34:55,810 back on this conversation that we had, we talked about 514 00:34:55,810 --> 00:35:02,310 multi- vendor, multi application, multi- deployment, multi- cloud. And so 515 00:35:02,310 --> 00:35:04,680 on that note, I just want to do a huge, 516 00:35:04,680 --> 00:35:07,810 thanks, Todd, Abi, to both of you. I've thoroughly enjoyed 517 00:35:07,810 --> 00:35:10,750 this last half hour and Josh, back to you to 518 00:35:11,240 --> 00:35:17,120 close this out. Thanks, Bobby. So unfortunately we are out 519 00:35:17,120 --> 00:35:19,270 of time, I know we have questions in the chat 520 00:35:19,270 --> 00:35:22,830 that we were unable to answer. So don't fret, we're 521 00:35:22,830 --> 00:35:25,370 going to answer those questions via email within the next 522 00:35:25,380 --> 00:35:27,340 few business days. So you have a couple of seconds 523 00:35:27,340 --> 00:35:28,810 here before I close this out. If you have any 524 00:35:28,810 --> 00:35:31,240 questions for our speakers today, do me a favor and 525 00:35:31,240 --> 00:35:33,030 just throw those into the Q and A window and we'll 526 00:35:33,030 --> 00:35:34,930 get back to you via email, as promptly as we 527 00:35:34,930 --> 00:35:39,230 can. Also note, there are resources in the resource list 528 00:35:39,230 --> 00:35:41,360 that you could take advantage of right now to learn 529 00:35:41,360 --> 00:35:43,730 more about multi- cloud. So I encourage you to click 530 00:35:43,730 --> 00:35:47,500 on those before today's session ends, so that you can 531 00:35:47,770 --> 00:35:50,470 learn as much about multi- cloud and have as much 532 00:35:50,470 --> 00:35:54,160 passion for it as our speakers did today. Also, as 533 00:35:54,160 --> 00:35:55,980 a friendly reminder, if you could please fill out that 534 00:35:55,980 --> 00:35:57,730 survey, that's going to show up at the end of 535 00:35:57,730 --> 00:36:01,100 today's webcast as well. We greatly appreciate your feedback, we 536 00:36:01,140 --> 00:36:03,950 tailor these presentations to exactly what you, the audience want 537 00:36:03,950 --> 00:36:06,160 to learn more about. So we would love to collect 538 00:36:06,160 --> 00:36:09,950 that feedback for the future presentations from Genesys. And with 539 00:36:09,950 --> 00:36:12,930 that on behalf of Bobby, Todd, Abi and the entire 540 00:36:12,930 --> 00:36:16,040 Genesys team, we thank you again for joining today's webcast, 541 00:36:16,040 --> 00:36:19,480 why your CX solution must be multi- cloud and might 542 00:36:19,480 --> 00:36:22,160 already be. Until next time, have a good one, everyone. 543 00:36:22,190 --> 00:36:22,270 Thank you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l09RQAQ"] Meet the Speakers Tod Famous VP Product Management, Engage Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Webinar Bytes Connect the dots with Genesys and Adobe [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMSUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5OTglMjZtb21lbnRJZHMlM0QxODk2NyUyNm1vbWVudElkcyUzRDE4OTY2JTI2bW9tZW50SWRzJTNEMTg5NjQlMjZtb21lbnRJZHMlM0QxODk2NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Watch these webinar bytes featuring IDC, Adobe and Genesys to learn more! Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,740 It created unique situations for some industries, such as retail, 2 00:00:03,970 --> 00:00:07,110 healthcare, and look at hospitality. And before we got on 3 00:00:07,110 --> 00:00:09,340 the call we were talking a little bit about travel. 4 00:00:09,600 --> 00:00:12,290 The airlines have really had to change what's going on. It has 5 00:00:12,850 --> 00:00:15,810 forced them to rethink the way they use technology to 6 00:00:15,810 --> 00:00:19,060 engage with their customers. And what I want to highlight 7 00:00:19,060 --> 00:00:21,520 is some of the effects that we're seeing from COVID 8 00:00:21,520 --> 00:00:27,140 that are happening already. There are three cracks in what 9 00:00:27,140 --> 00:00:31,430 we call customer experience, specifically COVID cracks. And what we 10 00:00:31,430 --> 00:00:35,090 mean by that is that, with COVID we saw an acceleration 11 00:00:35,090 --> 00:00:38,720 in the digital transformation forced upon companies. They had to 12 00:00:38,720 --> 00:00:41,810 digitally transform because they weren't ready for all of the 13 00:00:41,810 --> 00:00:45,830 impacts that the pandemic would have on them. And so, 14 00:00:45,830 --> 00:00:49,340 the three cracks, what we call, essentially exposing the digital 15 00:00:49,340 --> 00:00:56,230 underbelly are contactless experiences, customer automation and self- service, and 16 00:00:56,230 --> 00:00:58,410 apps become the interface. And we're going to start off 17 00:00:58,410 --> 00:01:04,310 with the contactless experience. Basically what happened is, because of 18 00:01:04,650 --> 00:01:07,690 COVID we went from an in- person, person- to- person 19 00:01:07,690 --> 00:01:12,290 type of engagement and interaction to these contactless experiences. And 20 00:01:12,290 --> 00:01:15,710 it's everything from contactless product delivery, to payment, to product 21 00:01:15,710 --> 00:01:19,090 pickup. All kinds of different things, and the whole reason 22 00:01:19,090 --> 00:01:22,970 behind that was because it made consumers and customers feel 23 00:01:22,970 --> 00:01:26,540 safer. Now, in my experience, one of the more interesting 24 00:01:26,540 --> 00:01:29,680 ones to watch was Best Buy. Before, you used to 25 00:01:29,680 --> 00:01:31,850 go into the showroom, you'd look around, there'd be stuff 26 00:01:31,850 --> 00:01:34,220 in there, lots of people in there looking at everything 27 00:01:34,220 --> 00:01:37,970 from refrigerators, to new iPhones, to new computers. In the 28 00:01:38,020 --> 00:01:41,380 pandemic, actually Best Buy was well- positioned to deal with 29 00:01:41,380 --> 00:01:44,820 this transformation, and just a few months in they'd already 30 00:01:44,820 --> 00:01:47,790 switched over to the ability to do curbside pickup, order 31 00:01:47,790 --> 00:01:51,480 online, look into their supply chain. What we found is 32 00:01:51,650 --> 00:01:57,510 that, with customers, 38% of them said during our surveys 33 00:01:57,820 --> 00:02:04,530 that contactless experiences make them feel a lot safer, or 34 00:02:04,530 --> 00:02:10,340 much safer. What kind of contactless experiences? Specifically, contactless product 35 00:02:10,340 --> 00:02:14,560 delivery. That was the most preferred contactless approach. So everything 36 00:02:14,560 --> 00:02:18,570 from DoorDash to something coming from Amazon. But right up 37 00:02:18,570 --> 00:02:22,970 there was contactless payment, product pick up, check- in, customer 38 00:02:22,970 --> 00:02:26,610 service, and no- signature checkout. But that was just the 39 00:02:26,610 --> 00:02:29,170 start. That was just the first crack that we saw. 40 00:02:30,450 --> 00:02:33,680 But how does this actually manifest in the world it 41 00:02:33,680 --> 00:02:36,490 is that we're dealing with today? And probably the best 42 00:02:36,490 --> 00:02:38,940 example we have out there is actually grocery pick up. 43 00:02:41,020 --> 00:02:46,450 30. 5, almost 31% of consumers said they would like 44 00:02:46,450 --> 00:02:52,770 curbside pick up to continue. Not really unexpected because by 45 00:02:52,780 --> 00:02:57,750 2023, IDC expects 75% of grocery e- commerce orders will be 46 00:02:57,750 --> 00:03:00,930 picked up curbside or in- store at a special type 47 00:03:00,930 --> 00:03:05,190 of kiosk, driving a 35% increase in investment in on- 48 00:03:05,190 --> 00:03:08,970 site or nearby micro- fulfillment centers to meet that need 49 00:03:09,020 --> 00:03:13,760 of the customer. We talked a little bit about contactless 50 00:03:13,760 --> 00:03:18,290 experience, what's the next one? Well, that's customer automation and 51 00:03:18,290 --> 00:03:21,250 self- service. That's one of the things that grew fairly 52 00:03:21,250 --> 00:03:25,980 quickly during the whole pandemic, is customer automation and self- 53 00:03:25,990 --> 00:03:29,090 service. How do customers take care of things themselves? How 54 00:03:29,090 --> 00:03:31,810 do they actually, instead of going into a store or 55 00:03:31,810 --> 00:03:34,370 going into a location somewhere, how are they able to 56 00:03:34,370 --> 00:03:37,630 do it digitally, online, and move that forward? Demo Webinar Connect the dots with Genesys and Adobe Featuring guest speakers from Adobe and IDC Break down the data silos between sales, marketing and service for more connected customer experiences [cutoff co_thick="2px"][webinarschedule]The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Join IDC, Adobe and Genesys in this live webinar to learn how to: Manage the rise of digital-first customer expectations Eliminate data silos by integrating Genesys Cloud and Adobe Experience Platform Turn data into actionable insights that deliver results Enable more intelligent, individualized customer interactions [cutoff co_thick="2px"]1 00:00:06,720 --> 00:00:10,340 Good morning, evening and afternoon everyone, this is Josh Reed from 2 00:00:10,340 --> 00:00:12,780 the digital events team here at Genesys. And let me 3 00:00:12,780 --> 00:00:16,610 be the first to say welcome to our live demonstration 4 00:00:16,610 --> 00:00:20,990 today, " Connect the Dots with Genesys and Adobe." As I 5 00:00:20,990 --> 00:00:22,850 always do, I'm going to keep it short and sweet, 6 00:00:22,850 --> 00:00:25,090 but I do have just a couple housekeeping items to go 7 00:00:25,090 --> 00:00:27,880 through before we get started today. So first off, if you 8 00:00:27,880 --> 00:00:30,990 experience any problems viewing or listening to today's demo, do 9 00:00:30,990 --> 00:00:32,830 me a favor and just do a quick refresh on 10 00:00:32,830 --> 00:00:35,610 your browser and maybe switch over to something like Chrome 11 00:00:35,610 --> 00:00:38,130 or Firefox as well, as these are the best browsers 12 00:00:38,130 --> 00:00:41,460 that support the webcast platform. You also have the ability 13 00:00:41,460 --> 00:00:44,110 to enlarge the slide window and the video window by 14 00:00:44,110 --> 00:00:47,510 dragging any of the corners of said windows, and you 15 00:00:47,510 --> 00:00:51,540 can adjust those throughout the presentation. And also note that 16 00:00:51,540 --> 00:00:54,640 this webcast is designed to be an interactive experience between 17 00:00:54,640 --> 00:00:56,960 you and our presenters today. So first off, if you 18 00:00:56,960 --> 00:00:59,580 have any questions throughout the presentation, throw those into the 19 00:00:59,580 --> 00:01:03,560 Q& A window below the slide window. Now, we will 20 00:01:03,560 --> 00:01:05,470 have a live Q& A at the end of the 21 00:01:05,470 --> 00:01:08,450 presentation today but sometimes time gets away from us. So, 22 00:01:08,660 --> 00:01:10,810 if that does happen, what we'll do is we'll follow 23 00:01:10,810 --> 00:01:13,150 up with you via email in a few business days. 24 00:01:14,910 --> 00:01:17,330 And also note that this is being recorded, so if 25 00:01:17,330 --> 00:01:20,630 you miss anything throughout today's presentation, don't fret. You'll receive 26 00:01:20,630 --> 00:01:23,630 a link to the recording from ON24 within the next 27 00:01:23,630 --> 00:01:26,360 few business days, and that will have full playback capabilities. 28 00:01:28,220 --> 00:01:30,540 I also encourage you to check out the resource box 29 00:01:30,540 --> 00:01:33,330 below the slides as well. Clicking through won't take you 30 00:01:33,330 --> 00:01:34,900 away, they'll just open up in a new tab in 31 00:01:34,900 --> 00:01:39,770 your browser. But these resources expand on today's topic. And 32 00:01:39,770 --> 00:01:42,540 lastly, we welcome and appreciate your feedback, so you'll have 33 00:01:42,540 --> 00:01:44,730 the opportunity to fill out a short survey that's going 34 00:01:44,730 --> 00:01:47,150 to show up at the end of today's presentation. You 35 00:01:47,150 --> 00:01:49,390 can also click on the last icon below in that 36 00:01:49,390 --> 00:01:51,290 survey widget if you want to knock it out early, 37 00:01:51,430 --> 00:01:53,930 but we tailor these presentations to exactly what you want 38 00:01:53,930 --> 00:01:55,670 to learn more about, so I encourage you to go 39 00:01:55,670 --> 00:01:57,850 ahead and check that out whenever you get a chance 40 00:01:57,850 --> 00:02:02,080 throughout today's presentation. And like I said, short and sweet. 41 00:02:02,350 --> 00:02:05,340 So, today we have three excellent presenters excited to discuss 42 00:02:05,340 --> 00:02:08,550 how to manage the rise of digital first customer expectations, 43 00:02:08,900 --> 00:02:12,730 eliminate data silos by integrating Genesys Cloud and Adobe Experience 44 00:02:12,730 --> 00:02:17,660 platforms, turn data into actionable insights that deliver results and 45 00:02:17,660 --> 00:02:22,850 enable more intelligent, individualized customer interactions. I'm happy to introduce 46 00:02:22,850 --> 00:02:25,600 you all to Alan Webber, the program vice president of 47 00:02:25,600 --> 00:02:29,610 customer experience at IDC. We have Sridhar Jayakumar, the principal 48 00:02:29,610 --> 00:02:32,850 product manager at Adobe. And finally, we have Dan Arra, 49 00:02:32,900 --> 00:02:36,150 the vice president of sales for Genesys AI. So with 50 00:02:36,150 --> 00:02:37,840 that being said, I'm going to hand things off to 51 00:02:37,840 --> 00:02:42,550 our first presenter today. Alan, the floor is yours. Thank 52 00:02:42,550 --> 00:02:45,920 you so much, and thank you everybody for joining us. Man, 2020, what a 53 00:02:45,920 --> 00:02:49,010 year. Wasn't quite what we were expecting going into it, 54 00:02:49,010 --> 00:02:50,580 but now that we're through it and we're on to 55 00:02:50,580 --> 00:02:53,880 the next one, 2021, let's talk a little bit about what it 56 00:02:53,880 --> 00:02:57,110 means to be a post- COVID customer and how companies 57 00:02:57,110 --> 00:03:00,180 are driving empathy at scale. But to start with, I'd 58 00:03:00,180 --> 00:03:02,180 like to start with a little survey, if you don't 59 00:03:02,180 --> 00:03:05,420 mind. And if you can go ahead and answer these 60 00:03:05,420 --> 00:03:08,260 question, the question we have up in the window. What 61 00:03:08,260 --> 00:03:10,850 are the biggest changes you've seen over the past year 62 00:03:10,850 --> 00:03:14,650 that are driving digital transformation? And please select all that 63 00:03:14,650 --> 00:03:18,700 apply. One, need to reassure customers they can reach you 64 00:03:18,700 --> 00:03:25,490 whenever needed. Two, increase interaction volume, more calls, chats, SMS, 65 00:03:25,490 --> 00:03:31,080 messages. Three, higher customer expectations to show me that me. 66 00:03:31,930 --> 00:03:36,260 Four, demographic change mix over different channels. And five, all 67 00:03:36,260 --> 00:03:38,750 of the above. Go ahead and give you just a 68 00:03:38,750 --> 00:03:41,260 second to go ahead and answer that question for us, 69 00:03:41,260 --> 00:03:58,210 if you would please. Okay, let's see what the results 70 00:03:58,210 --> 00:04:03,400 are showing. So, the number one, as we probably would 71 00:04:03,400 --> 00:04:07,570 have expected, at 43 1/2% was all of the above. 72 00:04:08,600 --> 00:04:11,660 The second largest was increased interaction volume. More calls, more 73 00:04:11,660 --> 00:04:16,330 chats, SMS, and messages. Third was demographic change mix over 74 00:04:16,330 --> 00:04:20,190 channels. And fourth was need to reassure customers they can 75 00:04:20,190 --> 00:04:22,940 reach you whenever needed. And lastly was the higher customer 76 00:04:22,940 --> 00:04:28,070 expectation. And that actually leads real well into what my 77 00:04:28,070 --> 00:04:32,660 presentation is about and where things are going. with the 78 00:04:32,660 --> 00:04:36,230 pandemic there were a number of effects that changed, a 79 00:04:36,230 --> 00:04:39,580 number of things that affected the consumer and the customer. 80 00:04:40,360 --> 00:04:44,100 It created unique situations for some industries, such as retail, 81 00:04:44,330 --> 00:04:47,470 healthcare, and look at hospitality. And before we got on 82 00:04:47,470 --> 00:04:49,700 the call we were talking a little bit about travel. 83 00:04:49,960 --> 00:04:52,650 The airlines have really had to change what's going on. It has 84 00:04:53,210 --> 00:04:56,170 forced them to rethink the way they use technology to 85 00:04:56,170 --> 00:04:59,420 engage with their customers. And what I want to highlight 86 00:04:59,420 --> 00:05:01,880 is some of the effects that we're seeing from COVID 87 00:05:01,880 --> 00:05:07,500 that are happening already. There are three cracks in what 88 00:05:07,500 --> 00:05:11,790 we call customer experience, specifically COVID cracks. And what we 89 00:05:11,790 --> 00:05:15,450 mean by that is that, with COVID we saw an acceleration 90 00:05:15,450 --> 00:05:19,080 in the digital transformation forced upon companies. They had to 91 00:05:19,080 --> 00:05:22,170 digitally transform because they weren't ready for all of the 92 00:05:22,170 --> 00:05:26,190 impacts that the pandemic would have on them. And so, 93 00:05:26,190 --> 00:05:29,700 the three cracks, what we call, essentially exposing the digital 94 00:05:29,700 --> 00:05:36,590 underbelly are contactless experiences, customer automation and self- service, and 95 00:05:36,590 --> 00:05:38,770 apps become the interface. And we're going to start off 96 00:05:38,770 --> 00:05:44,670 with the contactless experience. Basically what happened is, because of 97 00:05:45,010 --> 00:05:48,050 COVID we went from an in- person, person- to- person 98 00:05:48,050 --> 00:05:52,650 type of engagement and interaction to these contactless experiences. And 99 00:05:52,650 --> 00:05:56,070 it's everything from contactless product delivery, to payment, to product 100 00:05:56,070 --> 00:05:59,450 pickup. All kinds of different things, and the whole reason 101 00:05:59,450 --> 00:06:03,330 behind that was because it made consumers and customers feel 102 00:06:03,330 --> 00:06:06,900 safer. Now, in my experience, one of the more interesting 103 00:06:06,900 --> 00:06:10,040 ones to watch was Best Buy. Before, you used to 104 00:06:10,040 --> 00:06:12,210 go into the showroom, you'd look around, there'd be stuff 105 00:06:12,210 --> 00:06:14,580 in there, lots of people in there looking at everything 106 00:06:14,580 --> 00:06:18,330 from refrigerators, to new iPhones, to new computers. In the 107 00:06:18,380 --> 00:06:21,740 pandemic, actually Best Buy was well- positioned to deal with 108 00:06:21,740 --> 00:06:25,180 this transformation, and just a few months in they'd already 109 00:06:25,180 --> 00:06:28,150 switched over to the ability to do curbside pickup, order 110 00:06:28,150 --> 00:06:31,840 online, look into their supply chain. What we found is 111 00:06:32,010 --> 00:06:37,870 that, with customers, 38% of them said during our surveys 112 00:06:38,180 --> 00:06:44,890 that contactless experiences make them feel a lot safer, or 113 00:06:44,890 --> 00:06:50,700 much safer. What kind of contactless experiences? Specifically, contactless product 114 00:06:50,700 --> 00:06:54,920 delivery. That was the most preferred contactless approach. So everything 115 00:06:54,920 --> 00:06:58,930 from DoorDash to something coming from Amazon. But right up 116 00:06:58,930 --> 00:07:03,330 there was contactless payment, product pick up, check- in, customer 117 00:07:03,330 --> 00:07:06,970 service, and no- signature checkout. But that was just the 118 00:07:06,970 --> 00:07:09,530 start. That was just the first crack that we saw. 119 00:07:10,810 --> 00:07:14,040 But how does this actually manifest in the world it 120 00:07:14,040 --> 00:07:16,850 is that we're dealing with today? And probably the best 121 00:07:16,850 --> 00:07:19,300 example we have out there is actually grocery pick up. 122 00:07:21,380 --> 00:07:26,810 30. 5, almost 31% of consumers said they would like 123 00:07:26,810 --> 00:07:33,130 curbside pick up to continue. Not really unexpected because by 124 00:07:33,140 --> 00:07:38,110 2023, IDC expects 75% of grocery e- commerce orders will be 125 00:07:38,110 --> 00:07:41,290 picked up curbside or in- store at a special type 126 00:07:41,290 --> 00:07:45,550 of kiosk, driving a 35% increase in investment in on- 127 00:07:45,550 --> 00:07:49,330 site or nearby micro- fulfillment centers to meet that need 128 00:07:49,380 --> 00:07:54,120 of the customer. We talked a little bit about contactless 129 00:07:54,120 --> 00:07:58,650 experience, what's the next one? Well, that's customer automation and 130 00:07:58,650 --> 00:08:01,610 self- service. That's one of the things that grew fairly 131 00:08:01,610 --> 00:08:06,340 quickly during the whole pandemic, is customer automation and self- 132 00:08:06,350 --> 00:08:09,450 service. How do customers take care of things themselves? How 133 00:08:09,450 --> 00:08:12,170 do they actually, instead of going into a store or 134 00:08:12,170 --> 00:08:14,730 going into a location somewhere, how are they able to 135 00:08:14,730 --> 00:08:21,370 do it digitally, online, and move that forward? And so, 136 00:08:21,370 --> 00:08:25,370 what we found is that, during COVID- 19 and the 137 00:08:25,370 --> 00:08:28,770 pandemic, there were a lot of increases in adoption around 138 00:08:28,770 --> 00:08:33,190 the usage and adoption of automated self- service technologies. So 139 00:08:33,190 --> 00:08:36,650 for example, the use of telemedicine, first- time use of 140 00:08:36,960 --> 00:08:43,190 telemedicine, was up 28. 2%. Video calls, Zoom calls, Teams 141 00:08:43,190 --> 00:08:48,470 calls, WebEx calls went up 26.2%. Mobile ordering went up 142 00:08:48,510 --> 00:08:52,700 20. 5%, people actually ordering things on their phone. Everything 143 00:08:52,700 --> 00:08:56,970 from Amazon to, say Chipotle or Chic- Fil-A. But that 144 00:08:56,970 --> 00:09:01,420 wasn't just it. What's also increased is that push towards 145 00:09:01,420 --> 00:09:06,630 mobile apps and how we do automated and self- service 146 00:09:06,680 --> 00:09:11,530 through mobile apps. In fact, mobile applications, their usage of 147 00:09:11,530 --> 00:09:16,360 by consumers and customers went up almost 36%. Mobile ordering 148 00:09:16,360 --> 00:09:21,790 was up 27. 5% previously. Mobile payments, and this is 149 00:09:21,790 --> 00:09:25,540 one of the really interesting ones, between that and alternative payments, mobile 150 00:09:25,630 --> 00:09:30,000 payments was up 18%. Alternative payments, using things like PayPal, 151 00:09:30,000 --> 00:09:35,990 Venmo, things like that, was up almost 23%. So first 152 00:09:35,990 --> 00:09:39,500 of all, we saw the digital transformation around contactless experiences. 153 00:09:39,630 --> 00:09:42,750 And then we see this move into customer support and 154 00:09:42,750 --> 00:09:45,880 self- service, all being automated and again, in a lot 155 00:09:45,880 --> 00:09:50,550 of ways, contactless. So how has this manifested out into 156 00:09:50,550 --> 00:09:54,720 the world? Well specifically when you talk about telemedicine, this 157 00:09:54,720 --> 00:09:57,130 is probably one of the biggest changes because with healthcare, 158 00:09:57,410 --> 00:09:59,910 a lot of that is that personal interaction back and 159 00:09:59,910 --> 00:10:04,360 forth with the doctor or other healthcare provider, and IDC 160 00:10:04,360 --> 00:10:09,100 believes that telemedicine is here to stay just because it's 161 00:10:09,100 --> 00:10:11,700 a simpler and easier way to interact and engage with 162 00:10:11,700 --> 00:10:16,080 your healthcare providers. For example, one of my children goes 163 00:10:16,080 --> 00:10:18,640 and sees a speech therapist and it used to be 164 00:10:18,640 --> 00:10:23,160 this was all done in person. Now what happens is 165 00:10:23,160 --> 00:10:26,390 that he has a weekly appointment with his speech therapist 166 00:10:26,570 --> 00:10:29,830 through Zoom and they're able to interact and engage, and the 167 00:10:29,830 --> 00:10:31,630 audio and the video is good enough that they can 168 00:10:31,630 --> 00:10:35,050 actually make those necessary changes and teach him what it 169 00:10:35,050 --> 00:10:38,590 is he needs to adapt to his speech therapy. So, 170 00:10:38,780 --> 00:10:40,880 telemedicine is one of those things that are here to 171 00:10:41,750 --> 00:10:46,010 stay, and IDC believes by 2023, providers and life science companies 172 00:10:46,010 --> 00:10:51,740 will increase spending by 70% on health technologies, specifically those 173 00:10:51,740 --> 00:10:55,600 health telemedicine type technologies. So we continue to move that 174 00:10:55,790 --> 00:11:01,470 forward. Now we've talked about contactless experiences, we've talked about 175 00:11:01,470 --> 00:11:06,130 the consumer automation. Lastly, it's really the applications become the 176 00:11:06,190 --> 00:11:09,170 primary interface for how we interact and engage with the 177 00:11:09,170 --> 00:11:14,820 world. With COVID- 19, it introduced a whole lot of new 178 00:11:14,820 --> 00:11:17,150 task apps that we've never had on our phones before. 179 00:11:17,330 --> 00:11:20,290 We're used to having things like email, we're used to 180 00:11:20,290 --> 00:11:25,690 having maybe FaceTime. Maybe you're checking Facebook or doing doomscrolling 181 00:11:25,740 --> 00:11:29,970 on TikTok or maybe Instagram. But the fact of the 182 00:11:29,970 --> 00:11:32,330 matter is that we have a lot of new apps 183 00:11:32,330 --> 00:11:36,130 that were task- oriented that were introduced during COVID- 19. 184 00:11:36,510 --> 00:11:39,350 Probably the biggest one introduced, obviously, was the COVID incident 185 00:11:39,350 --> 00:11:43,410 management applications and symptom tracking. But the fascinating thing is, 186 00:11:43,410 --> 00:11:45,810 as we get through the pandemic, those are going to 187 00:11:45,810 --> 00:11:48,420 drop away but what's going to stay in place? The 188 00:11:48,420 --> 00:11:53,840 workplace safety applications, the curbside pickup applications, and the office 189 00:11:53,840 --> 00:11:57,420 space utilization applications. You're going to see a whole lot 190 00:11:57,420 --> 00:12:00,540 more new applications that lay out how it is we 191 00:12:00,550 --> 00:12:04,640 interact and engage, both with other employees and with customers 192 00:12:04,690 --> 00:12:07,840 and consumers as they're out there. So this is the 193 00:12:07,840 --> 00:12:10,040 new world that we're dealing with. A lot of this 194 00:12:10,040 --> 00:12:15,400 is going to be happening through those mobile devices. In 195 00:12:15,400 --> 00:12:18,420 fact, probably one of the best examples that I can give 196 00:12:18,420 --> 00:12:22,310 during this whole process was the whole food delivery. One 197 00:12:22,310 --> 00:12:25,470 of the fabulous things about being home now, when I 198 00:12:25,470 --> 00:12:26,850 used to travel so much, is that I had a 199 00:12:26,850 --> 00:12:31,560 number of dollars stashed up in Uber Cash. And so, 200 00:12:31,560 --> 00:12:33,590 it was fun when my kids were home from school 201 00:12:33,590 --> 00:12:35,080 that they would come in and they would say, " Okay, 202 00:12:35,080 --> 00:12:38,530 he Dad, can we order Uber Eats using the money 203 00:12:38,530 --> 00:12:41,400 you have on your Uber app?" And that was kind 204 00:12:41,400 --> 00:12:43,270 of cool for a couple of times. After the third 205 00:12:43,270 --> 00:12:45,020 time, it's like, " No, you can go downstairs and make 206 00:12:45,020 --> 00:12:47,460 yourself a PB& J. But the fact of the matter 207 00:12:47,460 --> 00:12:50,930 is that food delivery is not going away. It's something 208 00:12:51,140 --> 00:12:55,130 to stay. And it's going to increase for restaurants and 209 00:12:55,130 --> 00:12:58,120 eats into their profits just as a way to be 210 00:12:58,120 --> 00:13:02,750 able to survive. 31% of consumers would like home delivery 211 00:13:02,750 --> 00:13:06,470 of goods to continue. And honestly, I think this is 212 00:13:06,470 --> 00:13:08,390 going to grow. I don't know how many of you 213 00:13:08,390 --> 00:13:10,730 remember the old Peapod and places like that where they 214 00:13:10,730 --> 00:13:14,170 would actually deliver groceries. This is going to grow even 215 00:13:14,170 --> 00:13:18,830 more. In fact, IDC believes by 2023, 30% of restaurants 216 00:13:18,830 --> 00:13:23,440 using third party delivery platforms will deploy native delivery options 217 00:13:23,440 --> 00:13:25,640 to eliminate that third party feed because they want to 218 00:13:25,640 --> 00:13:28,460 retain that money. What that means is that they're using 219 00:13:28,460 --> 00:13:32,700 technology to continue to build up their baseline revenue in 220 00:13:32,700 --> 00:13:34,590 this new type of world it is that we're dealing 221 00:13:34,590 --> 00:13:39,660 with. So, if you work in technology, if you're CIO, 222 00:13:39,660 --> 00:13:44,400 a CTO, a CMO, what does this mean for you? Well, here's 223 00:13:44,400 --> 00:13:48,650 what it means for you. CX is now becoming urgent 224 00:13:48,660 --> 00:13:52,290 for the C- Suite. IDC does a lot of research, 225 00:13:52,290 --> 00:13:55,760 we take a lot of surveys, and back in January 226 00:13:56,490 --> 00:14:00,160 or February we surveyed what we call our future enterprise 227 00:14:00,160 --> 00:14:05,010 survey. And we had CxO type officers outline where the 228 00:14:05,190 --> 00:14:08,390 primary priorities were for the C- Suite in their companies. 229 00:14:09,040 --> 00:14:12,940 And customer experience was down number eight because there's so 230 00:14:12,940 --> 00:14:15,820 many other things that are going on out there. And 231 00:14:16,140 --> 00:14:19,240 most companies honestly believe that they can always find another 232 00:14:19,240 --> 00:14:23,740 customer. What we found is that with the pandemic, customer 233 00:14:23,740 --> 00:14:27,220 experience went from number eight to number two, and it 234 00:14:27,770 --> 00:14:30,660 remained in one of the top three slots every month 235 00:14:30,660 --> 00:14:34,040 for the rest of the year. This is where the 236 00:14:34,040 --> 00:14:38,890 priority was. Customer experience become a top priority because companies 237 00:14:38,890 --> 00:14:42,810 realize that without a customer, they didn't have a company. 238 00:14:44,540 --> 00:14:48,020 So what are the challenges to driving a differentiated experience? 239 00:14:49,950 --> 00:14:52,790 Again, from our survey, the biggest challenge out there is 240 00:14:52,790 --> 00:14:55,610 that cross- channel experience. How do you move from a 241 00:14:55,610 --> 00:14:58,080 mobile device to a website to an in- person, and 242 00:14:58,080 --> 00:15:01,660 maybe back to a mobile device? 69% of our respondents 243 00:15:01,660 --> 00:15:04,330 said that was the number- one thing they were challenged 244 00:15:04,330 --> 00:15:07,600 with. The number two was how do you switch, in 245 00:15:07,600 --> 00:15:11,610 a pandemic environment, into a customer- centric organization? What does 246 00:15:11,610 --> 00:15:15,330 it take and how do you move that forward? Third 247 00:15:15,330 --> 00:15:20,410 was tying that improvement in customer experience to revenue, and 248 00:15:20,410 --> 00:15:24,480 that's absolutely critical because if you can't prove the revenue, 249 00:15:24,750 --> 00:15:28,470 then you can't prove the value of the experience. And 250 00:15:28,470 --> 00:15:30,750 the last one, all the way down at 38% was 251 00:15:30,750 --> 00:15:33,420 integrated the customer data. Now I'll just tell you from 252 00:15:33,420 --> 00:15:35,640 experience, you're going to see this one rise because this 253 00:15:35,640 --> 00:15:38,860 is the lifeblood of customer experience. If you look at 254 00:15:38,860 --> 00:15:42,180 the work that Genesys and Adobe do, this is really 255 00:15:42,180 --> 00:15:45,850 the lifeblood. The customer data, moving that customer data around 256 00:15:46,090 --> 00:15:48,510 and being able to drive all of the intelligence and 257 00:15:48,510 --> 00:15:52,050 analytics, and therefore the better experience that they're able to 258 00:15:52,050 --> 00:15:55,610 provide. So, when you think about where this goes in 259 00:15:55,610 --> 00:15:58,920 the future, think about starting with the customer at the 260 00:15:58,920 --> 00:16:01,660 center. This is where the future is going to be 261 00:16:01,660 --> 00:16:04,070 and this is how companies like Adobe and Genesys are 262 00:16:04,070 --> 00:16:06,900 pulling this together. Customers at the center, and they want 263 00:16:06,900 --> 00:16:09,800 four things. They want a conversation with the brand, they 264 00:16:09,800 --> 00:16:13,410 want a clear customer journey, they want a good experience, 265 00:16:13,450 --> 00:16:16,190 and they want satisfaction and being able to express that 266 00:16:16,190 --> 00:16:19,880 satisfaction. So really, what it comes down to is an 267 00:16:19,880 --> 00:16:24,160 empathetic relationship between customers and brands built upon what the 268 00:16:24,160 --> 00:16:27,570 customer wants and how they want to be treated. But 269 00:16:27,570 --> 00:16:31,420 that's just the beginning because this all happens through this 270 00:16:31,420 --> 00:16:36,780 lens of technology. And it's this technology around awareness, engaging, 271 00:16:37,080 --> 00:16:42,210 learning and measuring. Every customer engagement now happens through a 272 00:16:42,210 --> 00:16:47,590 lens of technology, and that's the critical piece here. Lastly, 273 00:16:48,990 --> 00:16:52,260 you've got the customer, you've got the technology. It has 274 00:16:52,260 --> 00:16:57,400 to drive business outcomes that drives empathy at scale. That's 275 00:16:57,400 --> 00:17:00,810 really where the future is now, is empathy at scale. 276 00:17:00,870 --> 00:17:02,860 And that's what technology is driving, and that's what that 277 00:17:02,860 --> 00:17:05,920 relationship with the customer is all about. So this is what 278 00:17:05,920 --> 00:17:08,070 I'd like to leave you with because this is what 279 00:17:08,070 --> 00:17:13,290 it means. The customer experience of today and tomorrow is 280 00:17:13,290 --> 00:17:19,870 all about awareness. It's about engagement. It's about learning. It's 281 00:17:19,870 --> 00:17:25,140 about measurement. And it's about data. And these, together, are 282 00:17:25,150 --> 00:17:28,570 what drive empathy at scale, and all this happens through 283 00:17:28,570 --> 00:17:31,750 the lens of technology. Now I'd like to turn it 284 00:17:31,750 --> 00:17:34,760 over to my colleagues and let them take this forward 285 00:17:34,760 --> 00:17:39,310 from here. Great. Thank you very much, Alan. A lot 286 00:17:39,310 --> 00:17:42,640 of good information. We'd like to learn a little bit 287 00:17:42,640 --> 00:17:46,700 more about your specific CX challenges before Sridhar and I 288 00:17:46,960 --> 00:17:52,950 start talking about the Adobe Genesys partnership and integrations. So 289 00:17:53,200 --> 00:17:56,980 we have a question here and a few options. What 290 00:17:56,980 --> 00:18:01,040 are your CX challenges in the new digital world? One, 291 00:18:01,100 --> 00:18:05,610 improve customer retention/ loyalty, reduce churn. That's probably pretty important. 292 00:18:06,040 --> 00:18:13,280 Personalize the experiences to impact very specific KPIs. CSAT, increase 293 00:18:13,280 --> 00:18:17,130 revenue, increase lead velocity, and for those contact center people 294 00:18:17,130 --> 00:18:20,920 out there, first call resolution, average handle time. Are those 295 00:18:20,920 --> 00:18:25,710 important KPIs? Are you focused on reducing the call interaction 296 00:18:25,710 --> 00:18:30,310 volume through automation, using bots or chats rather than calls? 297 00:18:31,030 --> 00:18:33,920 And do you have commitments to your customers, whether they're 298 00:18:33,920 --> 00:18:39,130 internal within your organization or to external customers, to meet 299 00:18:39,130 --> 00:18:44,070 service level agreements? So, let's take a look at the 300 00:18:44,120 --> 00:18:54,030 results. So, reducing call interaction volume. That's pretty interesting, that's 301 00:18:55,060 --> 00:18:58,900 very good. So, as Alan was describing, the increase of 302 00:18:59,270 --> 00:19:02,950 volume of interactions going up, being able to handle those 303 00:19:03,010 --> 00:19:12,860 using AI. And second, these KPI metrics or specific revenue 304 00:19:12,860 --> 00:19:17,300 and lead velocity metrics, they're pretty important as well. And 305 00:19:17,680 --> 00:19:21,990 reducing churn, increasing loyalty. And then finally, meeting your service 306 00:19:21,990 --> 00:19:30,070 level agreements. Great. All right, so as I mentioned, we're 307 00:19:30,070 --> 00:19:35,200 here to talk about a new strategic partnership between Genesys 308 00:19:35,200 --> 00:19:39,700 and Adobe, a very exciting partnership. We'll describe what that 309 00:19:39,700 --> 00:19:43,440 partnership is, talk about the integrations between our two platforms, 310 00:19:43,690 --> 00:19:46,720 and then we're going to give you a demonstration that actually shows you 311 00:19:47,030 --> 00:19:51,770 how we break down these silos between marketing, commerce, sales 312 00:19:51,770 --> 00:19:56,150 and service across the entire customer life cycle, customer journey, 313 00:19:56,660 --> 00:20:00,620 to utilize the data that exists, the behaviors that occur, 314 00:20:01,290 --> 00:20:05,040 so we can link the marketing profiles with contact history 315 00:20:05,480 --> 00:20:10,980 for real- time engagement. And the goal is to allow 316 00:20:10,980 --> 00:20:14,610 you to see and know more about your customers, personalize 317 00:20:14,610 --> 00:20:18,950 better, and engage smarter and faster to achieve some of 318 00:20:19,100 --> 00:20:24,460 those KPIs that we were just talking about. And another 319 00:20:24,470 --> 00:20:27,500 way to look at this is we're leveraging each other's 320 00:20:27,500 --> 00:20:33,250 strengths, Adobe and Genesys. Genesys is a contact center platform, 321 00:20:33,430 --> 00:20:38,530 customer experience platform, focused on real- time engagement. Most of 322 00:20:38,530 --> 00:20:41,850 the engagement is one- to- one between an agent or 323 00:20:41,850 --> 00:20:46,100 an employee and a customer, and a marketing or digital 324 00:20:46,100 --> 00:20:49,760 experience platform from Adobe, they're focused on communicating one- to- 325 00:20:49,760 --> 00:20:55,120 many, as marketeers do. And we want to leverage the 326 00:20:55,120 --> 00:20:58,020 data that exists in the contact center and all of 327 00:20:58,020 --> 00:21:00,160 the other connection points that we have in the contact 328 00:21:00,160 --> 00:21:05,840 center, with the data and marketing technology stack that exists 329 00:21:06,180 --> 00:21:10,920 in the sales and marketing part of the organization to 330 00:21:11,030 --> 00:21:16,960 develop this single unified view so we have better conversations, 331 00:21:17,150 --> 00:21:22,600 as Alan was describing, clearer journeys, and good experiences for 332 00:21:22,600 --> 00:21:25,970 the customer in context. So we're engaging at the right 333 00:21:25,970 --> 00:21:29,930 moments with the right information to make the employees smarter, 334 00:21:30,090 --> 00:21:34,060 the customers happier, and the outcomes better so that those 335 00:21:34,060 --> 00:21:39,520 customers are satisfied. So Alan was describing the trends that 336 00:21:39,800 --> 00:21:42,650 he's seen in the COVID world. Let's hear a little 337 00:21:42,650 --> 00:21:46,500 bit from Sridhar about the trends that Adobe is seeing. 338 00:21:49,980 --> 00:21:54,380 Sridhar? Thank you, Dan. And like Alan was pointing out, 339 00:21:54,530 --> 00:21:58,620 in this COVID and post- COVID era, with cashless payments 340 00:21:58,670 --> 00:22:05,430 or contactless experiences, one of the key motivators for customers and businesses, 341 00:22:06,370 --> 00:22:09,470 we find ourselves to be in a very fortunate position 342 00:22:09,510 --> 00:22:11,990 to be the nexus of many of these micro trends. 343 00:22:12,300 --> 00:22:14,010 I'm not going to go through all of them but I'll 344 00:22:14,010 --> 00:22:16,430 just pick a few of them which actually might resonate 345 00:22:16,430 --> 00:22:19,210 with you. The first one is, this is actually the 346 00:22:19,210 --> 00:22:22,740 golden age of design and creativity. So design is actually 347 00:22:22,820 --> 00:22:26,690 competitive advantage for businesses, large and small. How they present 348 00:22:26,690 --> 00:22:29,720 themselves, how they make things easier for customers to interact 349 00:22:29,720 --> 00:22:32,880 with, as well as how they use technology as a 350 00:22:32,880 --> 00:22:37,710 canvas for exploring new areas, whether it is voice, or 351 00:22:37,710 --> 00:22:41,870 VR, AR, or artificial intelligence, things like that. The second 352 00:22:41,870 --> 00:22:46,770 one is, technology is actually reshaping productivity. So documents continue 353 00:22:47,030 --> 00:22:49,750 to still be the core of how people work, so if we look 354 00:22:49,750 --> 00:22:53,510 at realtors, if we look at any major business, they are moving 355 00:22:54,490 --> 00:22:58,250 non- paper artifact whether it is using Adobe Sign or 356 00:22:58,250 --> 00:23:03,110 any other mechanism of creating via the web or email 357 00:23:03,210 --> 00:23:04,960 without having to actually having to pick up a paper and 358 00:23:04,960 --> 00:23:08,260 sign the paper. The third one is around how experiences 359 00:23:08,260 --> 00:23:12,270 matter more now than ever. The first one is customers will 360 00:23:12,270 --> 00:23:15,990 need to know and anticipate what their customers will want 361 00:23:15,990 --> 00:23:19,320 from them, and why they are contacting them in the first place. 362 00:23:19,660 --> 00:23:22,980 And second one is the data itself. The more data 363 00:23:23,060 --> 00:23:26,150 which they collect today becomes a mandate of how they're 364 00:23:26,150 --> 00:23:28,590 going to protect the data, as well as being transparent 365 00:23:28,710 --> 00:23:31,460 about how they are going to use this data. And 366 00:23:31,460 --> 00:23:39,310 all these trends are all by artificial intelligence and machine 367 00:23:39,310 --> 00:23:45,750 learning. They accelerate these trends. Speaking about Adobe, what Adobe 368 00:23:45,750 --> 00:23:50,730 does, Adobe was founded in 1982 and since then, from 369 00:23:50,730 --> 00:23:54,640 the beginning, setting the standard for digital experiences has been 370 00:23:54,640 --> 00:23:58,000 one of the prime goals or motivation factors for us. At Adobe, 371 00:23:59,240 --> 00:24:03,010 our mission is to change the world through digital experiences. So, 372 00:24:03,010 --> 00:24:05,290 from the moment you wake up in the morning until 373 00:24:05,290 --> 00:24:07,430 you go to bed at night are the media you 374 00:24:07,430 --> 00:24:11,070 consume, the content that you see on your mobile phone, 375 00:24:11,070 --> 00:24:14,730 or the websites you browse through, or the apps that you use, at some 376 00:24:14,730 --> 00:24:17,360 point they all actually have some sort of connectivity or 377 00:24:17,810 --> 00:24:21,520 touched by Adobe technology, whether it is the creations that you 378 00:24:21,520 --> 00:24:25,570 see done via Photoshop or Illustrator, or whether it is 379 00:24:25,570 --> 00:24:28,640 the pages that are delivered via the Experience Manager or 380 00:24:28,640 --> 00:24:32,360 the personal Adobe Target, there is always some sort of 381 00:24:32,470 --> 00:24:35,000 Adobe's presence in the gadgets that you use, as well 382 00:24:35,000 --> 00:24:40,870 as the content that we consume today. At its essence, Adobe 383 00:24:40,870 --> 00:24:45,050 gives everyone, from emerging artists to global grants, everything they 384 00:24:45,050 --> 00:24:50,080 need to design and deliver exceptional digital experiences. I would 385 00:24:50,080 --> 00:24:57,310 like to walk through how we see current technology landscape 386 00:24:57,430 --> 00:25:04,130 in this specific era. So, coming to strategy, right? So, 387 00:25:04,130 --> 00:25:07,820 originally Adobe was known as a company that deals with 388 00:25:07,910 --> 00:25:12,100 creating creative tools that will help creators, designers, whether it 389 00:25:12,100 --> 00:25:16,250 is creating a nice image in Photoshop or to create 390 00:25:16,250 --> 00:25:21,540 banners or content within Acrobat, or InDesign, or Dreamweaver. Over the 391 00:25:21,540 --> 00:25:25,520 last decade or so, we have been slowly merging both the creative 392 00:25:25,520 --> 00:25:28,490 business as well as the marketing business, so all the 393 00:25:28,490 --> 00:25:32,770 creative artifacts that are developed by these creator people will 394 00:25:32,770 --> 00:25:35,070 need to get into the consumer's hands. Whether it is 395 00:25:35,070 --> 00:25:37,890 via web or whether it is via print media. So 396 00:25:37,890 --> 00:25:41,820 we do all that, so within the marketing business, we 397 00:25:41,820 --> 00:25:45,730 have our Experience Manager for edge delivery, we have analytics 398 00:25:45,730 --> 00:25:49,460 to get insights of what is currently being viewed, what 399 00:25:49,460 --> 00:25:52,370 customers like, what they don't like, where they currently need. 400 00:25:53,020 --> 00:25:57,230 And then we also provide targeting campaigns and other via 401 00:25:57,230 --> 00:26:00,210 marketing cloud products. And then, like I said earlier, the 402 00:26:00,210 --> 00:26:03,660 move from paper to print, or paper to digital, that 403 00:26:03,660 --> 00:26:06,110 transformation has also been happening for quite some time now. 404 00:26:06,850 --> 00:26:09,880 We have Adobe Sign as well as we also have Acrobat, 405 00:26:10,770 --> 00:26:16,520 which in that aspect. Great, so we've heard a bit 406 00:26:16,520 --> 00:26:20,690 about Adobe strategy. Oops, let me back up here. Adobe 407 00:26:20,690 --> 00:26:25,550 strategy, and I'll highlight how Adobe strategy and the Genesys 408 00:26:25,550 --> 00:26:29,430 strategy are very complementary. We've been around a long time 409 00:26:29,430 --> 00:26:32,750 as well, 30 years, and we have many of the 410 00:26:32,750 --> 00:26:36,990 same customers. We are listing some very recognizable brands here 411 00:26:36,990 --> 00:26:39,980 and large companies, but I want to emphasize that we 412 00:26:39,980 --> 00:26:46,310 also have customers in the small, medium, large business category, 413 00:26:46,310 --> 00:26:51,790 not just enterprise customers. And many of these customers are 414 00:26:51,810 --> 00:26:55,340 very large, and they have many, many agents interacting with, 415 00:26:55,340 --> 00:26:59,850 and customers, which results in a great deal of data 416 00:27:00,010 --> 00:27:04,570 that is derived from the massive amount of interactions that 417 00:27:04,570 --> 00:27:09,020 are occurring on a daily basis. So, we are utilizing 418 00:27:09,080 --> 00:27:16,890 that data to become smarter and to optimize the customer 419 00:27:16,890 --> 00:27:25,610 experience. And leveraging the customer service tech stack, the agents, 420 00:27:25,830 --> 00:27:28,620 and users of the platform on the left side of 421 00:27:28,620 --> 00:27:33,360 the wall. And we're also leveraging now with the partnership 422 00:27:33,360 --> 00:27:39,270 by breaking down that wall to leverage the data and 423 00:27:39,270 --> 00:27:43,730 the insights that exist from the Adobe platform. So we'll 424 00:27:43,730 --> 00:27:48,320 know things like which campaigns appealed to a customer who 425 00:27:48,320 --> 00:27:52,150 might be calling in for support. And we can leverage 426 00:27:52,150 --> 00:27:57,560 that to eliminate a disjointed customer experience. Many times we 427 00:27:57,560 --> 00:28:05,510 think of receiving emails and information from businesses via one 428 00:28:06,270 --> 00:28:12,700 channel and one experience, but as a consumer, we shop, 429 00:28:12,840 --> 00:28:16,580 we buy, and we get customer care and we do 430 00:28:16,580 --> 00:28:20,190 that with the business. And we want to make sure 431 00:28:20,190 --> 00:28:27,560 that, as consumers, we have this very tightly integrated experience. 432 00:28:27,780 --> 00:28:32,080 And, as you highlighted in the survey question, one of 433 00:28:32,080 --> 00:28:36,530 your challenges to eliminate these disjointed experiences. And you also 434 00:28:36,530 --> 00:28:40,040 want to deliver what the customer needs. Products that they 435 00:28:40,040 --> 00:28:44,710 need, services that they need, to increase the value that 436 00:28:44,710 --> 00:28:49,660 you're receiving and delivering to those customers. And again, leveraging 437 00:28:49,660 --> 00:28:53,140 the data and the technology on both sides of that 438 00:28:53,140 --> 00:28:57,910 wall, we can fulfill the brand promise that's often made 439 00:28:57,910 --> 00:29:00,690 by the marketing side of the house but the customer 440 00:29:00,690 --> 00:29:03,770 care and the people that are engaging in real- time 441 00:29:04,280 --> 00:29:06,790 are often the people who have to deliver on that 442 00:29:07,170 --> 00:29:10,070 brand promise, to show the customer that we know them, 443 00:29:10,310 --> 00:29:13,650 to demonstrate that we value the information that they've shared. 444 00:29:13,880 --> 00:29:18,370 And we've been paying attention to these interactions so that 445 00:29:18,370 --> 00:29:22,240 we can know the best ways, the best moments, to 446 00:29:22,240 --> 00:29:25,920 engage. And this is really the essence of what we 447 00:29:25,920 --> 00:29:30,720 call experience as a service. There are many companies that 448 00:29:30,720 --> 00:29:34,560 we interact with, we categorize them here as the companies 449 00:29:34,560 --> 00:29:38,660 you swear at, right? Where you've been invited to their 450 00:29:38,660 --> 00:29:41,940 business and you call them and the first thing they 451 00:29:41,940 --> 00:29:44,240 do is ask you questions as if they don't know 452 00:29:44,240 --> 00:29:48,910 who you are. Who are you, and why are you calling? It's like inviting 453 00:29:48,910 --> 00:29:51,820 somebody over to your house for dinner, and you open 454 00:29:51,820 --> 00:29:54,760 the door and you say, " Who are you and why 455 00:29:54,760 --> 00:29:59,740 are you here?" So, being able to understand the invitations, 456 00:29:59,740 --> 00:30:02,870 the marketing campaigns, that are driving people to your business, 457 00:30:03,130 --> 00:30:06,110 either to your website or to your call center over 458 00:30:06,110 --> 00:30:10,020 the phone, we want to make sure that we are 459 00:30:10,320 --> 00:30:13,620 aware of the entire customer life cycle so that we 460 00:30:13,620 --> 00:30:18,810 can deliver these empathetic experiences, what we call experiences as 461 00:30:18,810 --> 00:30:25,610 a service. The essence of empathy is paying attention. Observing, 462 00:30:25,710 --> 00:30:31,730 listening and understanding, and then remembering in context. When somebody 463 00:30:31,840 --> 00:30:36,330 is engaging with your business, they don't necessarily follow a 464 00:30:36,380 --> 00:30:42,860 linear path from shopping, buying, et cetera. There is a 465 00:30:42,860 --> 00:30:46,770 lot of contextual changes. You may make a purchase and 466 00:30:46,770 --> 00:30:50,830 then you may have a support question. Or you may 467 00:30:50,830 --> 00:30:54,830 want to return a product. So being aware of what 468 00:30:54,830 --> 00:30:58,580 has happened across the entire customer life cycle is going 469 00:30:58,580 --> 00:31:02,780 to help you respond efficiently and in a way that 470 00:31:02,780 --> 00:31:06,500 shows the customer that you really value the information that 471 00:31:06,550 --> 00:31:10,160 they have shared with you. So Sridhar, maybe you could 472 00:31:10,160 --> 00:31:12,990 talk a little bit about the underlying technology and how 473 00:31:12,990 --> 00:31:18,260 we deliver this together. Sure, thank you. So, for the 474 00:31:18,260 --> 00:31:21,850 experience as a business, what we currently want to push here 475 00:31:22,110 --> 00:31:25,250 with this particular Genesys partnership is our Adobe Experience Cloud 476 00:31:25,250 --> 00:31:28,760 Solution that we are working to pair with Genesys. Adobe Experience 477 00:31:28,760 --> 00:31:33,570 Cloud is the industry's most comprehensive solution for marketing, advertising, 478 00:31:33,630 --> 00:31:38,290 analytics and commerce, serving both B to C or B 479 00:31:38,290 --> 00:31:43,070 to B customers. Experience Cloud allows you to deliver exceptional experiences 480 00:31:43,070 --> 00:31:47,660 from creation all the way through to monetization, acquisition, retention, 481 00:31:47,660 --> 00:31:52,330 and even renewal of existing services that the brands might 482 00:31:52,330 --> 00:31:55,130 want to give to their customers. And at the core 483 00:31:55,340 --> 00:31:58,430 of the Experience Cloud, we have the Experience platform, which 484 00:31:58,830 --> 00:32:03,530 is our new strategic initiative for integrating with the different 485 00:32:03,580 --> 00:32:08,270 clouds versus different services, wherein we are able to pull in 486 00:32:08,270 --> 00:32:11,690 data from different parties, whether it is a customer's online 487 00:32:11,690 --> 00:32:16,710 behavior via Adobe Analytics, or information that we collect via 488 00:32:16,710 --> 00:32:21,650 different DSPs or data providers and as well as campaigns 489 00:32:21,650 --> 00:32:25,160 that sends out emails to customers, and how a customer 490 00:32:25,170 --> 00:32:29,480 reacts to a particular targeted or personalized messages. All this 491 00:32:29,480 --> 00:32:32,380 data is now in the platform, and we use machine 492 00:32:32,380 --> 00:32:37,370 learning and artificial intelligence to uncover new insights and information 493 00:32:37,370 --> 00:32:43,590 that was not previously available. At the center of this 494 00:32:43,590 --> 00:32:48,210 platform, we have something called the real-time customer profile. So, 495 00:32:48,230 --> 00:32:51,330 when I go to a particular retail store, the store 496 00:32:51,330 --> 00:32:54,820 would know me as in and buying a particular device, 497 00:32:55,100 --> 00:32:59,950 or buying a particular product. As well as when I 498 00:32:59,950 --> 00:33:04,410 go online and search for similar for what I just 499 00:33:04,410 --> 00:33:07,670 bought, or even look up support information or any sort 500 00:33:07,670 --> 00:33:10,060 of issues that I want to get resolved, I'll be 501 00:33:10,060 --> 00:33:11,950 using my email address to sign in, or I may 502 00:33:11,950 --> 00:33:14,710 be using my Facebook or my social media handles to 503 00:33:14,710 --> 00:33:18,270 connect. And this profile information is very disparate, right? So 504 00:33:18,270 --> 00:33:21,210 the way I interact with the particular brand could happen 505 00:33:21,210 --> 00:33:24,130 differently. And again, this could be happening from a mobile 506 00:33:24,130 --> 00:33:27,120 device, or from a laptop, or even in- person or 507 00:33:27,120 --> 00:33:31,730 offline, which is happening. And when we put all these 508 00:33:31,730 --> 00:33:36,010 data into one particular environment, it becomes very hard for 509 00:33:36,560 --> 00:33:38,900 analysts as well as marketers to figure out what is 510 00:33:38,900 --> 00:33:42,260 exactly happening. Why is a particular sale happening in the 511 00:33:42,260 --> 00:33:45,420 way it is happening? Or why exactly a consumer is 512 00:33:45,420 --> 00:33:47,980 not too happy with the brand? So what we are 513 00:33:47,980 --> 00:33:49,760 doing here is we are bringing in all the data 514 00:33:49,760 --> 00:33:54,330 into the platform, along with things like the customer's interaction 515 00:33:54,350 --> 00:33:58,480 at the store level, the service that is complete online, as 516 00:33:58,480 --> 00:34:00,650 well as the point of sale, as well as a 517 00:34:00,650 --> 00:34:04,280 Genesys- provided customer experience data. That could be call center 518 00:34:04,280 --> 00:34:07,660 data, could be anything that Genesys gives to the platform. And 519 00:34:07,660 --> 00:34:10,880 all this data is stitched together, and it is available at 520 00:34:10,880 --> 00:34:14,730 the edge, meaning it is available for marketers, it's available 521 00:34:14,730 --> 00:34:17,940 for call center agents, could be available for service people, 522 00:34:18,280 --> 00:34:21,130 at the edge instantaneously. Again, we are talking about less 523 00:34:21,130 --> 00:34:25,400 than a few milliseconds here. And this enables them to 524 00:34:25,400 --> 00:34:28,590 quickly interact with the person with the latest knowledge about 525 00:34:28,650 --> 00:34:31,180 what they have gone through, or what is the right 526 00:34:31,180 --> 00:34:35,560 level of interaction that they would want to come back. Empathy as 527 00:34:35,560 --> 00:34:44,830 a service. Let's take a look at how this interaction 528 00:34:44,920 --> 00:34:50,630 would work. What would the experience feel like? So, we're showing 529 00:34:50,630 --> 00:34:56,710 here a customer arriving on a website or calling into 530 00:34:56,710 --> 00:35:02,480 the contact center. And when they do that, the integrations 531 00:35:02,480 --> 00:35:06,650 we have between our platform, the Genesys platform, and the Adobe platform, 532 00:35:07,020 --> 00:35:11,140 we're able to pull data out of the Experience Cloud 533 00:35:11,140 --> 00:35:17,650 platform, or the Adobe Experience platform, or Adobe Analytics, grab 534 00:35:17,650 --> 00:35:21,850 that information into the agent desktop in a consumable way 535 00:35:22,420 --> 00:35:26,460 to make the agent more knowledgeable about what brought the 536 00:35:26,460 --> 00:35:28,990 customer here, why are they calling us today? Why are 537 00:35:28,990 --> 00:35:33,270 they engaging? What were they doing before, during and after 538 00:35:33,270 --> 00:35:37,330 the interaction? And we can even pull product recommendations out 539 00:35:37,330 --> 00:35:41,740 so we have more relevant, contextual suggestions for the customer 540 00:35:42,000 --> 00:35:45,660 about products or services they may want to buy. And 541 00:35:45,660 --> 00:35:51,040 we can push and pull data during that interaction, and 542 00:35:51,040 --> 00:35:54,130 at the end of that interaction, to enrich the customer 543 00:35:54,130 --> 00:35:59,810 profile, to inform subsequent marketing campaigns about what the customer 544 00:35:59,810 --> 00:36:03,580 shared in that live conversation with an agent or support 545 00:36:03,580 --> 00:36:08,540 person so that at what stage that customer is in 546 00:36:08,540 --> 00:36:12,260 their buying decision. And that will inform what information to 547 00:36:12,260 --> 00:36:15,910 deliver to them to move them more efficiently, and in 548 00:36:16,040 --> 00:36:19,550 a better way, through the sales cycle, through the funnel. 549 00:36:20,240 --> 00:36:23,800 And we can also use these insights to trigger engagement 550 00:36:24,040 --> 00:36:28,040 more intelligently so you're engaging at the right moments with 551 00:36:28,040 --> 00:36:32,420 the right information to drive the best outcome. So this 552 00:36:32,940 --> 00:36:37,590 real- time exchange of data really helps to optimize the 553 00:36:37,590 --> 00:36:45,310 experience and give you this integrated picture of who that 554 00:36:45,310 --> 00:36:50,210 customer is. So, we're showing examples of customer experience data 555 00:36:50,210 --> 00:36:54,380 from the contact center, customer experience data from the various 556 00:36:55,140 --> 00:36:58,880 Adobe products that have been consolidated into the Adobe Experience 557 00:36:58,880 --> 00:37:04,560 platform to simplify and streamline the access to that data 558 00:37:04,830 --> 00:37:09,820 so that we can update the information in the moment 559 00:37:10,040 --> 00:37:15,980 and then use that during the conversation to impressionalize and 560 00:37:15,980 --> 00:37:20,120 optimize the experience for the customer. So, let me show 561 00:37:20,120 --> 00:37:27,020 you how this works by sharing my desktop. And I'm 562 00:37:27,170 --> 00:37:32,680 going to show you the solution, and I'm going to 563 00:37:32,800 --> 00:37:38,860 describe what the experience would look like with a customer 564 00:37:38,860 --> 00:37:43,980 either arriving on a website or dialing into the contact 565 00:37:43,980 --> 00:37:47,670 center. So, on the left we have a website, and 566 00:37:47,670 --> 00:37:50,530 the customer may have arrived on this website from a 567 00:37:50,530 --> 00:37:53,880 marketing campaign, or they may have just picked up the 568 00:37:53,880 --> 00:37:57,050 phone and called into the contact center. So on the 569 00:37:57,050 --> 00:38:00,150 right here, we're taking a peek under the hood of 570 00:38:00,150 --> 00:38:06,300 the Genesys platform and we're observing unknown visitors or callers, 571 00:38:06,520 --> 00:38:12,140 known visitors based upon their cookie, email, login, or recognized 572 00:38:12,140 --> 00:38:15,920 phone number. And we're connecting in the back end with 573 00:38:15,920 --> 00:38:19,300 the Adobe Experience platform and other Adobe products. So we've 574 00:38:19,300 --> 00:38:23,450 got the Genesys platform, the Adobe platform, and we're connecting 575 00:38:23,450 --> 00:38:27,160 these dots. And here we're going to view what the 576 00:38:27,160 --> 00:38:31,910 platform can see about this one unknown visitor. So, first 577 00:38:31,910 --> 00:38:34,820 I'm showing you the platform view. This is not the 578 00:38:34,820 --> 00:38:39,270 agent view. This is what the platform can see. And as this 579 00:38:39,270 --> 00:38:41,970 visitor on the left, who may have arrived from a 580 00:38:41,970 --> 00:38:46,120 marketing campaign, begins to navigate around on the site, you'll 581 00:38:46,120 --> 00:38:50,850 see that we're observing, analyzing their behavior in real- time. 582 00:38:51,140 --> 00:38:53,960 We don't know who this visitor is, they're unknown, but we 583 00:38:53,960 --> 00:38:58,420 have some demographic and technographic information that may inform us 584 00:38:58,630 --> 00:39:01,520 a bit more about how, when, and with whom to 585 00:39:01,520 --> 00:39:05,240 engage. And then we can see here, previous visits that 586 00:39:05,240 --> 00:39:07,500 may have occurred, even though this person is unknown. They 587 00:39:07,500 --> 00:39:12,230 may have, without sharing their identity, visited our site over 588 00:39:12,380 --> 00:39:16,940 the past several months. And if the customer, visitor, starts 589 00:39:16,940 --> 00:39:20,240 to do things like add items to their shopping cart, 590 00:39:21,460 --> 00:39:24,780 or they could be filling out an application, we're able 591 00:39:24,780 --> 00:39:28,620 to see that they've added items to their cart, what 592 00:39:28,620 --> 00:39:32,620 item, the dollar amount, the product category. We can track 593 00:39:32,750 --> 00:39:36,420 whether the cart value is increasing or decreasing, and we're 594 00:39:36,420 --> 00:39:41,570 making predictions about whether they're likely to make a purchase 595 00:39:41,820 --> 00:39:45,340 or fill out a lead form. These outcomes make sense 596 00:39:45,340 --> 00:39:49,560 for the G- Sol business. You would configure different outcomes. 597 00:39:49,740 --> 00:39:52,150 And once those outcomes are configured, we start to look 598 00:39:52,150 --> 00:39:55,540 at the attributes and behaviors of all those who achieve 599 00:39:55,920 --> 00:39:59,240 that outcome, and that's how we're making these predictions. So 600 00:39:59,240 --> 00:40:01,520 if this person decides they would like to log in 601 00:40:02,080 --> 00:40:05,980 and share a bit more information about themselves, maybe they've 602 00:40:05,980 --> 00:40:09,340 got stored payment information here and they'd like to log 603 00:40:09,340 --> 00:40:11,990 in so they can use that before proceeding to check 604 00:40:11,990 --> 00:40:15,900 out. Now you'll see a few things changing here. Now 605 00:40:15,900 --> 00:40:19,330 that we know who this person is, we can start 606 00:40:19,330 --> 00:40:24,330 to decide which communication options to present to the customer. 607 00:40:25,240 --> 00:40:29,950 So we've presented here a live assistance widget that shows 608 00:40:29,950 --> 00:40:33,240 me, on the left, that I can call or initiate 609 00:40:33,240 --> 00:40:38,240 a web chat. We've got some customer- initiated options. But 610 00:40:38,240 --> 00:40:41,870 if the customer proceeds here in their journey to begin 611 00:40:41,870 --> 00:40:46,310 to check out, they are wondering about this discount code. 612 00:40:46,750 --> 00:40:50,250 Maybe they search for the discount code, and they don't 613 00:40:50,250 --> 00:40:54,220 find what they're searching for. What is going to happen 614 00:40:54,220 --> 00:40:59,280 is we will proactively offer that visitor a very personalized 615 00:40:59,280 --> 00:41:04,510 tailored interaction. A chat interaction will appear that asks them, " 616 00:41:04,570 --> 00:41:08,370 Would you like a chat? You have a discount that 617 00:41:08,370 --> 00:41:11,730 applies." So again, we're leveraging the insights here, and we're 618 00:41:11,730 --> 00:41:14,120 not asking, " Hey, who are you? How can we help 619 00:41:14,120 --> 00:41:17,130 you?" We're suggesting that you may need help with your 620 00:41:17,130 --> 00:41:21,320 purchase. And when the customer accepts that interaction and starts 621 00:41:21,320 --> 00:41:25,820 to chat, we're first engaging with a chat bot. So 622 00:41:25,820 --> 00:41:29,900 the customer may ask questions about, " When can you ship?" 623 00:41:31,910 --> 00:41:35,630 And the chat bot may be able to answer this question. And 624 00:41:35,630 --> 00:41:38,370 he does. And then now, " Great, now I would like 625 00:41:38,370 --> 00:41:40,410 to talk to an agent, please, because I'd like to 626 00:41:40,410 --> 00:41:47,250 make a purchase." So when the visitor requests and agent, 627 00:41:47,490 --> 00:41:51,610 you'll see here an inbound alert notifying me that I 628 00:41:51,610 --> 00:41:56,220 have a incoming chat. So the first thing we'll see 629 00:41:56,220 --> 00:41:59,700 is, as an agent... Now before, I want to remind 630 00:41:59,700 --> 00:42:03,290 you we were just observing, analyzing, predicting all of the 631 00:42:03,290 --> 00:42:07,310 visitors and callers, whether they needed help based upon their 632 00:42:07,310 --> 00:42:10,090 behaviors and the data that we have from the Adobe 633 00:42:10,090 --> 00:42:13,750 platform combined with what we were seeing in the Genesys 634 00:42:13,750 --> 00:42:17,670 platform and what was happening on the website. But now, 635 00:42:17,670 --> 00:42:20,190 we're in an interaction and the agent, at a glance, 636 00:42:20,190 --> 00:42:24,520 can see what the bot conversation was before they were 637 00:42:24,520 --> 00:42:28,010 connected to the agent. We can see what outcomes the 638 00:42:28,010 --> 00:42:31,550 customer was likely to achieve or unlikely to achieve, what 639 00:42:31,550 --> 00:42:36,270 segments they may have matched. And we can even see 640 00:42:36,290 --> 00:42:39,670 this live behavior on the website. We can scroll down 641 00:42:39,670 --> 00:42:45,180 here and see what happened, say, six days ago. They 642 00:42:45,180 --> 00:42:47,730 placed a call. Who did they talk to? What was 643 00:42:47,730 --> 00:42:51,560 their outcome disposition? Maybe they placed an order and a 644 00:42:51,560 --> 00:42:54,950 product was shipped. So we have the ability to look 645 00:42:54,950 --> 00:42:59,970 more deeply into the customer experience across days, weeks, different 646 00:42:59,970 --> 00:43:04,550 channels, and we can observe here, in the moment, what 647 00:43:04,550 --> 00:43:08,050 the customer was searching for, what they may have in 648 00:43:08,050 --> 00:43:12,030 their shopping cart, what segments they may have matched. So 649 00:43:12,030 --> 00:43:15,890 now, I'm much more effective as an agent, much smarter, 650 00:43:15,890 --> 00:43:20,050 I can ideally be on the phone or in the 651 00:43:20,050 --> 00:43:22,120 chat in a shorter period of time. I can jump 652 00:43:22,120 --> 00:43:28,190 right to the canned responses that may be relevant to 653 00:43:28,190 --> 00:43:31,180 the customer. Probably searching for a discount code. I've got 654 00:43:31,180 --> 00:43:34,360 a discount code right here. I can pop that into 655 00:43:34,360 --> 00:43:37,410 the chat and share that with the customer. Guiding the 656 00:43:37,410 --> 00:43:40,750 customer back to their shopping cart so they can proceed 657 00:43:40,750 --> 00:43:45,580 to check out, enter that information, and achieve this outcome. 658 00:43:47,030 --> 00:43:50,140 And all this information is being updated as you see 659 00:43:50,140 --> 00:43:54,270 it in real- time and can be propagated into the 660 00:43:54,430 --> 00:43:59,700 various Adobe products, including the Adobe Experience platform so that 661 00:43:59,700 --> 00:44:04,450 we now know if a customer purchased during a chat, 662 00:44:04,640 --> 00:44:08,680 purchased over the phone, we can share that information and 663 00:44:08,680 --> 00:44:12,080 connect those dots so we have the real- time engagement 664 00:44:12,670 --> 00:44:17,000 interactions and we know how many chats or calls it 665 00:44:17,000 --> 00:44:20,870 took to help a customer achieve an outcome. That may 666 00:44:20,870 --> 00:44:26,100 inform future marketing campaigns so that we can tailor them, 667 00:44:26,320 --> 00:44:31,100 tailor the content that is guiding the customer to the 668 00:44:31,100 --> 00:44:34,620 right place so they are not calling when they can 669 00:44:34,620 --> 00:44:38,100 self- serve. They're not asking questions about information that may 670 00:44:38,100 --> 00:44:42,150 be available at their fingertips on the website. So it's 671 00:44:42,150 --> 00:44:46,850 a much more efficient way to engage, and it shows 672 00:44:46,850 --> 00:44:50,870 the customer that them, right? So we're able to take 673 00:44:50,870 --> 00:44:54,970 advantage of the data and information that's here, pulling together 674 00:44:55,210 --> 00:45:00,470 information from the Adobe platform in real- time to make 675 00:45:00,480 --> 00:45:04,990 the agents or reps smarter, the customers happier, and guide 676 00:45:04,990 --> 00:45:10,990 the customer to a better outcome. So, let's go back 677 00:45:11,070 --> 00:45:21,910 to our slides and let's review here what we've shown 678 00:45:21,910 --> 00:45:28,540 you. So, we've tied together the customer experience from marketing, 679 00:45:28,650 --> 00:45:31,960 sales and care. We leveraged all of the information that 680 00:45:31,960 --> 00:45:35,800 was there, we're much more knowledgeable about what campaigns may 681 00:45:35,800 --> 00:45:38,880 have brought the customer to the site, what things they 682 00:45:38,880 --> 00:45:42,180 were interested in, not interested in. So we could be 683 00:45:42,180 --> 00:45:45,020 much more effective at upselling and cross- selling at the 684 00:45:45,020 --> 00:45:49,240 end of that support call. We've all had these experiences 685 00:45:49,240 --> 00:45:52,740 where we call our cable or internet provider about a 686 00:45:52,740 --> 00:45:56,020 support issue, and at the end of the call they try 687 00:45:56,020 --> 00:45:59,100 to sell you something. The try to sell you the sports 688 00:45:59,100 --> 00:46:03,300 channel, or the movie channel, and you say to yourself, " 689 00:46:03,910 --> 00:46:06,930 No, I'm not interested in that. Why are you asking 690 00:46:06,930 --> 00:46:10,430 me this? You should know. Aren't you listening to me?" 691 00:46:10,830 --> 00:46:15,650 So, in this use of our integrated solutions, we're able 692 00:46:15,650 --> 00:46:18,580 to show that we are listening to the customer and 693 00:46:18,580 --> 00:46:22,100 we know what are their interests, and we can suggest 694 00:46:22,270 --> 00:46:25,830 products that they're more likely to buy, services that they're 695 00:46:25,830 --> 00:46:29,110 more likely to buy. And we can again propagate that 696 00:46:29,110 --> 00:46:34,240 information into the marketing platform for subsequent campaigns that are 697 00:46:34,240 --> 00:46:37,840 much more tailored to the interests of the customer. And it 698 00:46:37,900 --> 00:46:42,070 helps us fulfill that brand promise in showing the customers 699 00:46:42,070 --> 00:46:47,320 we value them, and we're delivering on our commitment to 700 00:46:48,410 --> 00:46:53,420 certain service levels. And we're using this information to predict 701 00:46:53,570 --> 00:46:56,880 how, when, and with whom to engage in all of 702 00:46:56,880 --> 00:47:01,330 the various channels the customer would like to use. So, 703 00:47:01,330 --> 00:47:04,330 in the digital world, if everything is just digital, things 704 00:47:04,330 --> 00:47:06,620 are easy. In the voice world, if everything is just 705 00:47:06,620 --> 00:47:10,350 voice, things are easy. But when you start communicating across 706 00:47:10,430 --> 00:47:15,010 channels, you need to blend that information in intelligent ways, 707 00:47:15,380 --> 00:47:20,270 utilize AI, and partner with vendors such as Adobe in 708 00:47:20,270 --> 00:47:26,470 strategic ways to really deliver this empathy as a service 709 00:47:26,470 --> 00:47:34,440 experience as service. So Josh, we have some time for 710 00:47:34,670 --> 00:47:38,310 Q& A, and Josh is going to moderate that. But 711 00:47:38,320 --> 00:47:40,520 we have some information here that you can take a 712 00:47:40,520 --> 00:47:45,560 look at as well. Thanks Dan. So we do have 713 00:47:45,560 --> 00:47:47,460 a few questions that have come in already. So, as 714 00:47:47,460 --> 00:47:50,570 a reminder to everybody in attendance today, to participate in 715 00:47:50,680 --> 00:47:52,640 our Q& A today just do me a favor and 716 00:47:52,640 --> 00:47:54,830 submit those questions in the Q& A window below the 717 00:47:54,830 --> 00:47:57,180 slides and we'll get through as many as we can 718 00:47:57,180 --> 00:48:01,080 with what little time we have remaining today. So first 719 00:48:01,080 --> 00:48:05,280 off, I'm going to ask this question. We'll start with 720 00:48:05,280 --> 00:48:10,190 you, Sridhar. So the question is, " How do you see 721 00:48:10,190 --> 00:48:14,300 this solution evolving next?" What is the road map, I 722 00:48:14,300 --> 00:48:18,710 suppose. Good. So the first thing we have done so 723 00:48:18,710 --> 00:48:21,950 far is to get the data from Genesys into the platform, 724 00:48:22,000 --> 00:48:25,930 and then expose the information that an agent would need 725 00:48:25,930 --> 00:48:31,080 on agent desktop via lookup services and lookup calls. Next 726 00:48:31,080 --> 00:48:33,660 in our line of work is to get this data 727 00:48:33,660 --> 00:48:36,680 and then provide some sort of analytical view back to 728 00:48:36,680 --> 00:48:41,300 Genesys. So information like how exactly the consumer, who was 729 00:48:41,300 --> 00:48:46,040 dealing with this call center agent, navigating from a page 730 00:48:46,040 --> 00:48:49,710 or from a site based on interaction. Or things like, 731 00:48:49,710 --> 00:48:59,460 what exactly is the redemption rate, and are there other products 732 00:48:59,460 --> 00:49:02,540 that he could recommend which could actually make sense as 733 00:49:02,830 --> 00:49:05,340 a subsequent discussion. Those will be the next part of 734 00:49:05,580 --> 00:49:11,650 the road map. Thank you very much. This next question 735 00:49:12,020 --> 00:49:15,760 is for you, Alan. The question is, " What can we expect 736 00:49:15,760 --> 00:49:19,870 in the way of change in a CX post- pandemic 737 00:49:19,870 --> 00:49:26,390 world?" I think the biggest thing that we can expect, and that's 738 00:49:26,390 --> 00:49:30,390 a great question, is that this digital transformation, this accelerated 739 00:49:30,390 --> 00:49:33,960 digital transformation that was forced by the pandemic, is going to 740 00:49:33,960 --> 00:49:37,760 increase. It's not going to go away. So when we look 741 00:49:37,760 --> 00:49:41,830 at the digitalization of business processes, brands, the cross- channel 742 00:49:41,830 --> 00:49:45,150 experiences, that's all going to become more critical, and the 743 00:49:45,150 --> 00:49:48,850 ability to move that data across those different channels to 744 00:49:48,850 --> 00:49:51,440 be able to give that integrated experience, which every customer 745 00:49:51,440 --> 00:49:56,830 wants, is going to be the big shift in 2021, 2022. 746 00:49:57,240 --> 00:50:00,170 So that's really what I'm looking forward to, is the 747 00:50:00,170 --> 00:50:07,300 new digital world that we'll see exposed coming out. Thank 748 00:50:07,300 --> 00:50:10,600 you very much. Dan, I'm actually going to direct this 749 00:50:10,970 --> 00:50:15,390 next question to you and Sridhar, actually. So, during your 750 00:50:15,390 --> 00:50:17,960 demo, you were showing all of the interactions that you 751 00:50:17,960 --> 00:50:19,820 were putting in from the web page and then receiving 752 00:50:19,820 --> 00:50:23,730 them on the back end. A attendee wants to know, " Is 753 00:50:23,730 --> 00:50:29,460 this using Adobe Analytics on the web page itself?" Yes. 754 00:50:29,460 --> 00:50:34,640 So, the new partnership that we've been discussing is about 755 00:50:34,640 --> 00:50:39,370 the Adobe Experience platform integration, but we also integrate with 756 00:50:39,670 --> 00:50:44,170 several other Adobe products, including Adobe Analytics. So we can 757 00:50:44,320 --> 00:50:47,640 send information to Adobe Analytics and we will be able 758 00:50:47,640 --> 00:50:50,810 to use the information that is in Adobe Analytics to 759 00:50:51,030 --> 00:50:56,460 further inform us about the identity, the sales stage, of 760 00:50:56,460 --> 00:51:02,840 that customer. We integrate with Adobe Tag Manager, Adobe Launch. 761 00:51:03,010 --> 00:51:09,130 We can also integrate with Adobe Experience Cloud, and we 762 00:51:09,130 --> 00:51:14,440 even have integrations through our, what we call data actions, 763 00:51:15,990 --> 00:51:19,200 with products such as Marketo. So there are a number 764 00:51:19,200 --> 00:51:24,440 of integrations that we have with Adobe products through this platform. 765 00:51:28,780 --> 00:51:32,230 Thank you very much. The next question is, " How do 766 00:51:32,230 --> 00:51:36,320 you carry context from web to voice without forcing customers 767 00:51:36,320 --> 00:51:41,770 to log in on the web?" There are a couple of different options, and we 768 00:51:41,770 --> 00:51:46,750 work together with Adobe to do this. So, we utilize 769 00:51:47,710 --> 00:51:52,160 the cookie, the phone number, and the email to do 770 00:51:52,160 --> 00:51:57,700 what we call identity stitching. Additionally, Adobe has something called 771 00:51:57,970 --> 00:52:02,260 an identity service. So, as you saw when we were 772 00:52:02,260 --> 00:52:06,020 doing the demonstration, we started with an unknown visitor. So 773 00:52:06,020 --> 00:52:10,700 there still are insights you can glean from observing, analyzing 774 00:52:10,790 --> 00:52:14,790 the behavior of people who are unknown. We can see 775 00:52:14,790 --> 00:52:16,320 what part of the world they're from if they're on 776 00:52:16,320 --> 00:52:19,590 the website, we can see what may have brought them 777 00:52:19,590 --> 00:52:24,380 to the digital property, we can observe what they're putting 778 00:52:24,380 --> 00:52:29,440 in their shopping cart or what form fill elements they're 779 00:52:29,480 --> 00:52:34,730 entering into an application online. And then once the customer 780 00:52:34,730 --> 00:52:38,090 starts to share some identity information, we can begin to 781 00:52:38,090 --> 00:52:40,610 connect those dots. We can say, " What do we know 782 00:52:40,610 --> 00:52:44,470 about them," in the marketing automation platform once they've shared 783 00:52:44,470 --> 00:52:49,170 their email, maybe after initiating a chat. We can then 784 00:52:49,250 --> 00:52:52,990 use that to see what other campaigns appeal to them. 785 00:52:53,980 --> 00:52:56,070 And then, if they do share a phone number, when 786 00:52:57,370 --> 00:53:00,810 that call comes in we can, in real- time, find 787 00:53:00,810 --> 00:53:03,060 out if the owner of that phone number is on 788 00:53:03,060 --> 00:53:07,840 our website right now, yesterday, last week, and again pull 789 00:53:07,840 --> 00:53:14,530 it all together. So, it is a solution we call 790 00:53:14,530 --> 00:53:19,450 progressively profiling. So we don't have to have the identity 791 00:53:19,450 --> 00:53:24,860 of all people known. This can evolve as a customer 792 00:53:24,860 --> 00:53:29,280 begins to share information by their behavior and by entering 793 00:53:29,320 --> 00:53:36,430 some information online. Sridhar, anything else to add to that? Yeah, I mean 794 00:53:36,740 --> 00:53:38,650 you got pretty much everything. One thing I want to 795 00:53:38,650 --> 00:53:42,840 add is what we are looking at in terms of reacting 796 00:53:42,890 --> 00:53:47,470 or responding to a particular customer. Predictive engagement, as well 797 00:53:47,470 --> 00:53:51,260 as how we want to include all the marketing that is 798 00:53:51,260 --> 00:53:54,970 being done so far, and how we can actually transition into 799 00:53:55,740 --> 00:53:58,530 an action, whether it is engaging with a call center 800 00:53:58,530 --> 00:54:01,580 agent or engaging with a brand via other means. So 801 00:54:01,580 --> 00:54:03,500 putting them all together, we just want to make sure 802 00:54:03,500 --> 00:54:12,320 we are conveying the right message at the right time. Thanks guys. So 803 00:54:12,320 --> 00:54:15,210 we have time for one more question, so I'm going 804 00:54:15,210 --> 00:54:18,280 to ask the last question and then I'll wrap up 805 00:54:18,300 --> 00:54:20,950 here today. So, the last question is, "Do you foresee any abrasion 806 00:54:20,950 --> 00:54:23,210 with members who do not want to interact with bots 807 00:54:23,550 --> 00:54:27,270 and proceed directly to a live person without giving a 808 00:54:27,270 --> 00:54:34,570 way upfront?" I think we can utilize our platform to, number 809 00:54:34,570 --> 00:54:39,210 one, learn about the attributes and behaviors of all those 810 00:54:39,210 --> 00:54:48,100 people who may dismiss the bot immediately. Maybe, over time, 811 00:54:48,100 --> 00:54:53,350 you might identify people who are from a certain geography 812 00:54:53,390 --> 00:54:59,170 or looking at certain areas of your website, and those 813 00:54:59,170 --> 00:55:03,620 people are much more likely to dismiss the bot and 814 00:55:03,620 --> 00:55:07,310 ask for agent, agent, agent. And then, in the future, you 815 00:55:07,310 --> 00:55:11,370 can start to put them into a segment for different 816 00:55:11,430 --> 00:55:15,020 personalized treatment. So, when we see people who share these 817 00:55:15,020 --> 00:55:19,470 attributes, connect them right to a live agent. And others 818 00:55:19,600 --> 00:55:23,340 may prefer to engage with bots, for example, and in 819 00:55:23,340 --> 00:55:27,170 those cases you may not want to, even though you 820 00:55:27,170 --> 00:55:29,860 would prefer as a business to connect them to a 821 00:55:29,860 --> 00:55:33,240 live agent, maybe you discover that the customer is more 822 00:55:33,240 --> 00:55:37,700 comfortable engaging first with a bot to see if they 823 00:55:37,700 --> 00:55:40,780 can get that information that they need much more quickly. 824 00:55:42,080 --> 00:55:45,880 Any other ideas there, Sridhar or Alan, you'd like to 825 00:55:45,880 --> 00:55:52,830 add to that? I, personally, have seen things whenever I 826 00:55:52,830 --> 00:55:56,920 need to get a, especially when businesses are having different 827 00:55:57,100 --> 00:56:00,420 mandates based on geographical locations, I would personally just would 828 00:56:00,420 --> 00:56:03,370 like to reach out and then get the information as 829 00:56:03,370 --> 00:56:07,790 quick as possible, so bots work in most cases. And 830 00:56:07,790 --> 00:56:12,680 again, what we're trying to do here is utilize the 831 00:56:12,950 --> 00:56:17,590 behaviors and attributes, the data that's available in our combined, 832 00:56:17,590 --> 00:56:23,730 collaborative platforms, to predict how, when, and with whom engage, 833 00:56:24,320 --> 00:56:30,180 so how to engage could be offering a callback, or 834 00:56:31,200 --> 00:56:36,390 a email, or again, suggesting a bot when you think 835 00:56:36,520 --> 00:56:40,000 that's the best approach. So the AI has the ability 836 00:56:40,000 --> 00:56:45,990 to discover and learn those customer preferences over time. Right. 837 00:56:45,990 --> 00:56:47,570 The only thing that I would add to that is 838 00:56:47,570 --> 00:56:52,290 that we call that the contextualization of the experience. And 839 00:56:52,290 --> 00:56:57,120 so, that could be anything from you're calling in from 840 00:56:57,120 --> 00:56:59,710 a mobile number so you don't want to necessarily go 841 00:56:59,710 --> 00:57:02,540 to a bot, to there's a back- end system that 842 00:57:02,540 --> 00:57:05,030 may have data, say it's you're calling in about a 843 00:57:05,030 --> 00:57:07,820 credit card breach and it already knows that your number's 844 00:57:07,820 --> 00:57:11,820 been breached so it immediately sends you to a live 845 00:57:11,820 --> 00:57:14,730 agent. So, there's some really interesting new technologies that are 846 00:57:14,730 --> 00:57:17,360 coming out out there, and the way Adobe and Genesys 847 00:57:17,360 --> 00:57:19,830 are putting this together, I think, is definitely near the 848 00:57:19,830 --> 00:57:26,660 forefront. All right guys, thank you very much. I think 849 00:57:26,660 --> 00:57:29,570 that's a good way to wrap it up. So, first 850 00:57:29,570 --> 00:57:32,250 I want to thank our speakers for answering those awesome questions. 851 00:57:32,720 --> 00:57:34,870 Unfortunately, there were a couple that we did not answer 852 00:57:34,870 --> 00:57:37,160 aloud, but don't fret. We're going to follow up with 853 00:57:37,160 --> 00:57:40,270 you via email within the next few business days. However, 854 00:57:40,270 --> 00:57:42,940 if you're looking for more of a prompt response, do 855 00:57:42,940 --> 00:57:45,860 me a favor and just email us at genesys. 856 00:57:46,170 --> 00:57:48,680 com, no caps or spaces, with the title of today's 857 00:57:48,680 --> 00:57:51,090 webcast in the subject line and we'll be sure to 858 00:57:51,090 --> 00:57:54,870 get back to you as promptly as we can. All 859 00:57:54,880 --> 00:57:56,940 right, so to wrap up, don't forget to take advantage 860 00:57:56,940 --> 00:58:00,290 of the additional resources within the resource list below the 861 00:58:00,290 --> 00:58:02,910 slides today. So, clicking on these will open up in 862 00:58:02,910 --> 00:58:04,790 a new tab, and make sure you do so before 863 00:58:04,790 --> 00:58:07,520 today's session ends. It'll give you additional information on the 864 00:58:07,520 --> 00:58:11,330 partnership between Adobe and Genesys. Also, as a friendly reminder, 865 00:58:11,330 --> 00:58:13,480 if you could please fill out that survey that's going to show up 866 00:58:13,480 --> 00:58:16,690 at the end of today's webcast, we'd greatly appreciate your 867 00:58:16,690 --> 00:58:20,980 feedback. And with that, on behalf of Alan, Sridhar, Dan 868 00:58:20,980 --> 00:58:23,500 and the entire Genesys team, we thank you again for 869 00:58:23,500 --> 00:58:27,170 joining today's webcast, " Connect the Dots with Genesys and Adobe." 870 00:58:27,490 --> 00:58:29,470 Until next time, have a good one everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Analyst Webinar 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"][webinarschedule]The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Join us on January 19, as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. On the agenda: Identify and prioritize the essential capabilities that drive a modern contact center Explore the forces driving the urgency for cloud Understand why major analysts are now only evaluating cloud contact center solutions Provide guidance on what to look for in a product roadmap Whether you’re actively shopping for a cloud contact center solution -- or simply staying on top of market trends, this session will be a great use of your time.[cutoff co_thick="2px"]1 00:00:08,930 --> 00:00:12,390 Good morning, evening and afternoon, everyone. This is Josh Reed 2 00:00:12,390 --> 00:00:14,760 from the Digital Events team here at Genesys, and let 3 00:00:14,760 --> 00:00:16,820 me start by saying welcome and thank you all for 4 00:00:16,820 --> 00:00:22,300 joining this 2021 Contact Center Buyers Guide Webinar. As I 5 00:00:22,300 --> 00:00:24,330 usually do, I want to take a few minutes here 6 00:00:24,330 --> 00:00:26,870 in the beginning to go over a few housekeeping items 7 00:00:26,870 --> 00:00:29,260 to ensure that you have the best experience viewing today's 8 00:00:29,260 --> 00:00:33,500 presentation. First off, if you do experience any problems or 9 00:00:33,950 --> 00:00:36,960 issues viewing or listening to today's presentation, do me a 10 00:00:36,960 --> 00:00:39,480 favor and refresh your browser and make sure that it 11 00:00:39,480 --> 00:00:42,410 is indeed up to date. It also might help to 12 00:00:42,410 --> 00:00:45,170 switch over to something like Chrome or Firefox as well, 13 00:00:45,310 --> 00:00:47,490 as these are the best browsers to support the webcast 14 00:00:47,490 --> 00:00:51,330 platform. Also note that if you're having trouble seeing any 15 00:00:51,330 --> 00:00:53,670 of the content on the slides, you do have the 16 00:00:53,670 --> 00:00:56,350 ability to enlarge that slide window by dragging any of 17 00:00:56,350 --> 00:00:58,520 the corners or hitting the full screen button to the 18 00:00:58,520 --> 00:01:03,740 top right. Also note that this webcast is designed to 19 00:01:03,740 --> 00:01:06,270 be an interactive experience between you and our presenters today, 20 00:01:06,550 --> 00:01:08,570 so at any time during the webcast you can submit 21 00:01:08,570 --> 00:01:12,090 your questions into the Q& A window below the slide, and 22 00:01:12,090 --> 00:01:13,680 we'll get to as many as we can during our 23 00:01:13,680 --> 00:01:16,420 live Q& A at the end of the presentation. However, 24 00:01:16,420 --> 00:01:18,620 sometimes time gets away from us and if that does 25 00:01:18,620 --> 00:01:21,180 happen and we don't answer your question aloud, we'll just 26 00:01:21,180 --> 00:01:23,410 follow up with you via email within the next few 27 00:01:23,410 --> 00:01:28,030 business days. Please note that this is indeed being recorded, 28 00:01:28,030 --> 00:01:29,580 so if you have to jump to another meeting or 29 00:01:29,580 --> 00:01:31,740 anything like that and you miss part of the presentation, 30 00:01:31,740 --> 00:01:33,780 that's okay, you're going to receive a link to the 31 00:01:33,780 --> 00:01:36,830 on- demand recording via email from ON24 within the next 32 00:01:36,830 --> 00:01:40,100 few business days. I'll also encourage you to feel free 33 00:01:40,100 --> 00:01:42,240 to go ahead and click that link in the resource 34 00:01:42,240 --> 00:01:45,630 box below the slides as well, next to the Q& A window and that'll 35 00:01:45,630 --> 00:01:47,520 open up in a new tab in your browser, and 36 00:01:47,520 --> 00:01:50,110 that's going to expand on today's topic on the context 37 00:01:50,110 --> 00:01:54,870 in our buyer's guide. Lastly, we welcome and appreciate your 38 00:01:54,870 --> 00:01:57,380 feedback, so you'll have the opportunity to fill out a short 39 00:01:57,380 --> 00:01:59,150 survey that's going to show up at the end of today's 40 00:01:59,150 --> 00:02:01,960 presentation. That survey can be found at the last icon 41 00:02:01,960 --> 00:02:04,590 below, but it's going to allow us to tailor these 42 00:02:04,590 --> 00:02:06,960 presentations to exactly what you want to hear in the 43 00:02:06,960 --> 00:02:13,350 future of Genesys webinars. Like I said, short and sweet. Today 44 00:02:13,350 --> 00:02:16,200 we have two excellent presenters excited to analyze the top 45 00:02:16,200 --> 00:02:19,960 trends predicted for 2021 and provide some practical advice on 46 00:02:19,960 --> 00:02:23,130 navigating these changes in the new year and beyond. I'm 47 00:02:23,130 --> 00:02:26,070 happy to introduce to you Sheila McGee- Smith, the founder 48 00:02:26,070 --> 00:02:29,040 and principal analyst to McGee Smith Analytics as well as 49 00:02:29,040 --> 00:02:31,930 Janelle Dieken, the senior vice president of content marketing here 50 00:02:31,930 --> 00:02:34,560 at Genesys. With that being said, I'm going to hand 51 00:02:34,560 --> 00:02:37,490 things over to Sheila to kick us off. Sheila, the 52 00:02:37,490 --> 00:02:41,920 floor is yours. Thank you, Josh, and nice to be 53 00:02:41,920 --> 00:02:45,280 working with you again, Janelle. Likewise. Happy new year, everyone. 54 00:02:46,460 --> 00:02:48,470 I may not be your first Genesys webinar, but it's 55 00:02:48,470 --> 00:02:51,810 my first Genesys webinar for 2021, so what the heck. 56 00:02:53,330 --> 00:02:58,070 Before we dive into 2021, I thought we'd step back 57 00:02:58,070 --> 00:03:03,410 just a little to 2020. As we moved into 2020, 58 00:03:03,920 --> 00:03:08,550 the predictions then were an increased need for digital engagement 59 00:03:11,690 --> 00:03:16,060 and ways that we could integrate digital engagement with live 60 00:03:16,060 --> 00:03:19,970 agents because just more and more were looking for those 61 00:03:20,460 --> 00:03:26,700 digital channels. Virtual bots, virtual agents, whatever we call them, 62 00:03:26,760 --> 00:03:32,040 intelligent virtual assistants, other types of artificial intelligence and machine 63 00:03:32,040 --> 00:03:37,910 learning, we're primarily in the investigation and early adopter phase. 64 00:03:37,910 --> 00:03:41,070 So there's some people trying it for small use cases, 65 00:03:41,180 --> 00:03:44,660 but it's still very early stages. The move to the 66 00:03:44,660 --> 00:03:50,150 cloud was increasingly being considered to be inevitable, but for 67 00:03:50,150 --> 00:03:53,760 a lot of companies it was still allowing for a 68 00:03:54,370 --> 00:03:58,270 one to three- year planning cycle, there was no immediacy 69 00:03:58,270 --> 00:04:02,320 around it. If you think about it, just a year ago UCaaS 70 00:04:03,130 --> 00:04:05,920 as a service and Contact Center as a service were 71 00:04:05,920 --> 00:04:11,290 generally considered to be separate decisions. Sometimes those were being 72 00:04:11,290 --> 00:04:13,870 made together, but more often than not those were separate 73 00:04:13,870 --> 00:04:22,060 decisions. When companies thought about APIs and platform features for 74 00:04:22,060 --> 00:04:27,790 their contact centers, those were considered possibilities that might become 75 00:04:27,790 --> 00:04:32,350 relevant in the future and were worthy of investigation, but 76 00:04:32,350 --> 00:04:34,890 it wasn't a, " Oh my gosh, what does my vendor 77 00:04:34,890 --> 00:04:39,720 have there?" Kind of a thing yet. As we then 78 00:04:39,720 --> 00:04:44,520 flash forward to 2021, and not to that but to 79 00:04:44,520 --> 00:04:52,910 2021, what happened? What happened during 2020 is that the 80 00:04:52,910 --> 00:04:55,150 things that we were worried about, the things we were 81 00:04:55,150 --> 00:05:00,560 thinking about, didn't change as much as the immediacy changed. 82 00:05:00,660 --> 00:05:04,870 It was the timing, the urgency, that changed. So the 83 00:05:04,870 --> 00:05:08,500 same things are in the word cloud, but suddenly there's 84 00:05:08,500 --> 00:05:12,750 an increased need for digital engagement methods that are unified 85 00:05:12,750 --> 00:05:17,950 with voice agent capabilities, because of everyone, every business having 86 00:05:17,950 --> 00:05:21,930 to move to eCommerce, because of shelter- in- place orders 87 00:05:22,050 --> 00:05:27,180 sent agents home, kept people home and as we're seeing 88 00:05:27,180 --> 00:05:34,040 now in 2021, continues to cycle as geographic areas, as 89 00:05:34,390 --> 00:05:38,920 municipalities and countries come in and out of lockdown states. 90 00:05:39,500 --> 00:05:43,540 So what was nice to have a year ago is 91 00:05:44,060 --> 00:05:47,890 the only way we can do business in 2021. The 92 00:05:47,890 --> 00:05:52,560 rise in remote agents also put our new focus on 93 00:05:52,560 --> 00:05:56,940 workforce engagement management because now, all the things that we 94 00:05:56,940 --> 00:05:59,530 used to be able to do with agents in place 95 00:05:59,880 --> 00:06:03,060 in the office, things like how we hire, how we 96 00:06:03,060 --> 00:06:07,490 support the agents, how we coach and train them, now 97 00:06:07,490 --> 00:06:10,220 we have to figure out how to do that remotely. 98 00:06:11,270 --> 00:06:13,920 A lot of times, some of those tools are embedded 99 00:06:13,920 --> 00:06:18,460 in workforce engagement management solutions that companies may have had 100 00:06:18,470 --> 00:06:20,850 in the solutions they have, may have had those options, 101 00:06:21,050 --> 00:06:23,820 but never really deployed them. A great example, I think, 102 00:06:23,820 --> 00:06:30,010 is gamification. The adoption rate of gamification coming into 2020 103 00:06:30,470 --> 00:06:34,520 was relatively low, and suddenly that was the kind of 104 00:06:34,520 --> 00:06:37,900 application that companies realized, " This is going to help me with 105 00:06:37,900 --> 00:06:40,570 my agents. This is going to help me with agent 106 00:06:40,690 --> 00:06:44,830 engagement, it can also help with coaching, there's a lot 107 00:06:44,830 --> 00:06:48,350 of different elements." So again, something that was important, it became 108 00:06:48,350 --> 00:06:56,080 more important. Virtual agents, bots, AI, were often fast tracked 109 00:06:56,170 --> 00:07:01,940 to handle what became unheard of interaction demand. I mean, 110 00:07:01,940 --> 00:07:05,070 I'm always drawn to the case that Janelle is going 111 00:07:05,070 --> 00:07:08,170 to talk about, one of these case studies later on in the 112 00:07:08,170 --> 00:07:14,270 hour, of millions of people going on unemployment and hitting 113 00:07:14,620 --> 00:07:19,760 unemployment contact centers that were simply unprepared and unable to 114 00:07:19,760 --> 00:07:22,930 handle the sheer volume. And just the quickness with which 115 00:07:22,930 --> 00:07:30,020 companies and governments installed chat bots and voice bots to 116 00:07:30,020 --> 00:07:32,400 be able to answer those interactions, which is something that 117 00:07:32,400 --> 00:07:35,470 happened much more quickly than anybody would've thought a year 118 00:07:35,470 --> 00:07:41,230 earlier. Then, with respect to platform and APIs, I think 119 00:07:41,230 --> 00:07:47,130 the ability to quickly redesign and customize customer experience became, 120 00:07:47,130 --> 00:07:51,960 again, more of a necessity because what platform and API 121 00:07:52,020 --> 00:07:56,050 allows you to do, is to drive down into the 122 00:07:56,050 --> 00:07:59,650 business operation, the ability to make the kind of changes 123 00:07:59,820 --> 00:08:04,470 that might be required by rapidly changing conditions. And with 124 00:08:04,940 --> 00:08:08,380 what's going on, conditions are changing all the time. Great 125 00:08:08,380 --> 00:08:13,150 example, my in- laws live in South Carolina, they opened 126 00:08:13,150 --> 00:08:16,280 up the ability to sign up for vaccines last week, 127 00:08:16,550 --> 00:08:20,950 they're both well into their 90s and they both signed 128 00:08:20,950 --> 00:08:25,550 up, all good. Lot of remote help by their daughter- 129 00:08:25,550 --> 00:08:28,880 in- law, but they signed up. And then, this morning 130 00:08:28,880 --> 00:08:31,920 get a call to say, " We no longer have a 131 00:08:32,210 --> 00:08:35,960 supply of vaccines so we're going to have to reschedule." So 132 00:08:35,960 --> 00:08:39,980 things that even were taking one interaction, the email interaction 133 00:08:40,030 --> 00:08:43,410 setup, now there's phone calls that have to happen because 134 00:08:43,740 --> 00:08:47,770 supplies aren't in, so just the requirement to be able 135 00:08:47,770 --> 00:08:51,260 to change things quickly and driving that down to the 136 00:08:51,260 --> 00:08:54,940 contact center and not requiring IT, again, much more of 137 00:08:54,940 --> 00:08:58,020 a need today than we saw even a year ago. 138 00:09:00,370 --> 00:09:02,820 So we're going to go to our first poll, Janelle, and we're 139 00:09:02,820 --> 00:09:05,420 going to ask all of you, this is the first 140 00:09:05,640 --> 00:09:08,290 of three polls that we're going to do. We're going 141 00:09:08,290 --> 00:09:13,210 to ask, " What is your strategy for using cloud technology 142 00:09:13,210 --> 00:09:18,700 to support customer experience?" Are using Contact Center as a 143 00:09:18,710 --> 00:09:24,710 Service? Do you have a private cloud? Are you today 144 00:09:24,760 --> 00:09:31,690 combining clouds application with on- premises or hosted solutions? Are 145 00:09:31,690 --> 00:09:35,140 you on- premises, and there's certainly a lot of companies 146 00:09:35,140 --> 00:09:39,420 whose contact centers remain on- premises, or are you in 147 00:09:39,420 --> 00:09:44,850 an evaluation stage? We're hoping we caught all the choices 148 00:09:44,850 --> 00:09:49,960 there, we will work on the choices because that was part of this. So 149 00:09:49,960 --> 00:09:52,860 I'm going to ask you, Janelle, what do you think 150 00:09:52,860 --> 00:09:57,010 is going to come in as number one? Well, I think 151 00:09:57,010 --> 00:09:59,790 it depends on who our audience is today. I think 152 00:09:59,790 --> 00:10:03,310 if it's a lot of small, mid- size companies, we'll 153 00:10:03,310 --> 00:10:06,480 see a vast majority on the first. But larger enterprise, 154 00:10:06,480 --> 00:10:09,350 here at Genesys, we're seeing a bit of mixed bag 155 00:10:09,600 --> 00:10:13,870 with multi cloud options that provide that flexibility of cloud 156 00:10:13,870 --> 00:10:18,940 with that range of control that companies are still comfortable 157 00:10:18,940 --> 00:10:21,760 with. I think there could be more options if you break out 158 00:10:22,000 --> 00:10:26,810 what's customer operated, we see some going system- integrated operated 159 00:10:26,810 --> 00:10:32,370 but customer owned and managed, so it'll be interesting. I 160 00:10:32,370 --> 00:10:34,870 think we'll see a mixed bag but I'm placing my 161 00:10:34,870 --> 00:10:39,350 bets majority on A, what do you think, Sheila? Its 162 00:10:39,350 --> 00:10:43,620 interesting when I think about some of my analyst colleagues 163 00:10:43,680 --> 00:10:46,530 and the reports that are written about the contact center 164 00:10:46,530 --> 00:10:49,990 market. One of the leading analyst firms has decided that 165 00:10:49,990 --> 00:10:52,580 Contact Center as a Service is the only thing we need 166 00:10:52,580 --> 00:10:56,630 to look at, that's all there is. I think what 167 00:10:56,630 --> 00:10:59,640 we're going to find here, is that the whole world 168 00:10:59,640 --> 00:11:02,290 doesn't think the same way as they do, that there 169 00:11:02,530 --> 00:11:07,090 are people who are on lots of different types of 170 00:11:07,090 --> 00:11:11,900 systems. Where that might be an end goal, Contact Center as 171 00:11:11,900 --> 00:11:15,160 a Service, that end goal could be 10 years away 172 00:11:15,250 --> 00:11:18,370 for a lot of businesses. Let's see what our audience 173 00:11:18,370 --> 00:11:24,060 has to say, drum roll. Look at that! You win 174 00:11:24,060 --> 00:11:30,960 there, 45% are on Contact Center as a Service- Yeah, the 175 00:11:30,960 --> 00:11:34,700 majority, it's interesting to see hybrid. We see that, too, 176 00:11:34,700 --> 00:11:38,660 as a stepping stone along the way, to grab that 177 00:11:38,660 --> 00:11:43,550 innovation while still leveraging existing investments, so that's interesting to 178 00:11:43,550 --> 00:11:46,400 see and quite a few on the phone still evaluating 179 00:11:46,400 --> 00:11:50,560 so hopefully they can capture some of the lessons from 180 00:11:50,560 --> 00:11:54,830 the case studies ahead, too. Yeah. I guess I'm even 181 00:11:54,830 --> 00:11:59,900 a little surprised that they're still evaluating, that it's that high, 182 00:11:59,900 --> 00:12:03,500 it's actually our number two response. But like you, not 183 00:12:03,620 --> 00:12:08,560 surprised with hybrid, on- premise is so low. Yeah. So 184 00:12:08,560 --> 00:12:13,330 even though we know that about 75% of agents, as 185 00:12:13,330 --> 00:12:17,190 we enter 2021, are still served by a premises- based 186 00:12:17,190 --> 00:12:22,600 contact center, just by the numbers, most of those companies 187 00:12:22,600 --> 00:12:26,370 are looking at options. They're either evaluating or they've done 188 00:12:26,370 --> 00:12:30,140 some hybrid, and hybrid can really broad, right? It could mean 189 00:12:30,140 --> 00:12:33,000 I have Contact Center as a Service for contact center, 190 00:12:33,400 --> 00:12:37,300 but I'm still doing premises for workforce management, so hybrid 191 00:12:37,300 --> 00:12:40,260 is going to be a very common choice, as we see. So good 192 00:12:40,260 --> 00:12:42,960 data, that's why we like to ask the audience, excellent. 193 00:12:43,240 --> 00:12:48,760 Thank you, audience. So, moving on. So, one of the things that we talked about 194 00:12:49,510 --> 00:12:51,860 that was present in 2020, which was the need for 195 00:12:51,860 --> 00:12:57,840 digital engagement, and persists even more strongly in 2021 is 196 00:12:57,840 --> 00:13:02,670 this notion of digital and digital- first and digital- everything, 197 00:13:03,070 --> 00:13:08,830 but I'm going to start with the retail apocalypse. We 198 00:13:08,830 --> 00:13:14,330 saw so many retailers go out of business in 2020, 199 00:13:14,650 --> 00:13:18,700 but in reality the demise of retail started 10 years 200 00:13:18,700 --> 00:13:22,300 ago. You can almost tie it a little bit to 201 00:13:22,550 --> 00:13:26,770 the birth of eCommerce in that period. So the store 202 00:13:26,770 --> 00:13:31,780 closings started back in 2010 in Toys R Us and 203 00:13:32,120 --> 00:13:35,570 companies like that. Part of it was a shift in 204 00:13:35,570 --> 00:13:42,860 consumer habits; experience spending versus buying things, and you're nodding, 205 00:13:42,870 --> 00:13:45,710 Janelle, and I know it impacted the way I lived 206 00:13:45,710 --> 00:13:49,040 my life in that decade, right? My husband and I 207 00:13:49,040 --> 00:13:53,150 were much more likely to go and take a great 208 00:13:53,150 --> 00:13:58,280 trip than we were to buy another television. Let's go 209 00:13:58,280 --> 00:14:00,640 see Costa Rica while it's still there and we're young 210 00:14:00,640 --> 00:14:04,020 enough to still do it, that kind of thing. Casual 211 00:14:04,020 --> 00:14:09,390 fashion due to relaxed dress codes. I came into the 212 00:14:09,390 --> 00:14:12,090 business world in the 80s when it was suits and ties 213 00:14:12,090 --> 00:14:17,430 for men and women and pumps every day. That changed, 214 00:14:17,520 --> 00:14:21,070 so we didn't have that need to have multiple wardrobes 215 00:14:21,140 --> 00:14:23,400 that we had in the past. And there was, as 216 00:14:23,400 --> 00:14:28,400 I said, that rise of eCommerce, but goodness gracious, it 217 00:14:28,400 --> 00:14:34,180 was certainly amplified during 2020. These are 29 retailers who 218 00:14:34,180 --> 00:14:38,650 filed for bankruptcy in 2020. Some of these may survive, 219 00:14:39,520 --> 00:14:42,160 I fear many of them will not, that we'll never 220 00:14:42,160 --> 00:14:46,210 see them come back again. So you see something like 221 00:14:46,210 --> 00:14:48,830 this and you look at that list and say, " Lord& 222 00:14:49,040 --> 00:14:53,300 Taylor, that's a place I used to go. Neiman Marcus, 223 00:14:53,790 --> 00:14:56,970 they had my size shoes." I used to get them, 224 00:14:58,140 --> 00:15:01,010 so what do I do? Well, I go online but 225 00:15:01,010 --> 00:15:05,780 I need better digital support. I need better digital contact 226 00:15:05,780 --> 00:15:08,350 center support than I needed before when I could just 227 00:15:08,350 --> 00:15:14,280 go back to a store and return something. Looking at 228 00:15:14,280 --> 00:15:17,520 the retail apocalypse and saying it didn't just start in 229 00:15:17,530 --> 00:15:21,310 2020, you can think about, or I thought about it 230 00:15:21,310 --> 00:15:25,110 as, was it a little bit self- created? Think about 231 00:15:25,160 --> 00:15:27,910 when you did go to a mall or a department 232 00:15:27,910 --> 00:15:31,030 store in the last 10 years. There was a sense 233 00:15:31,780 --> 00:15:35,740 that those retailers were more retail centric, more about themselves, 234 00:15:36,080 --> 00:15:40,860 that we had to conform to their behavior. Best example 235 00:15:40,860 --> 00:15:45,650 for me is trying to find a cashier, sometimes it 236 00:15:45,650 --> 00:15:48,680 was the most frustrating thing to do, " I have this 237 00:15:48,680 --> 00:15:50,290 thing, I want to buy it, I want to give 238 00:15:50,290 --> 00:15:53,270 you money, where is that person I can give money 239 00:15:53,270 --> 00:15:57,550 to?" And you couldn't find them. The customer came second, 240 00:15:57,620 --> 00:16:00,620 the way they ran their operation came first and what 241 00:16:00,620 --> 00:16:04,400 we all learned as consumers is eCommerce is very consumer 242 00:16:04,400 --> 00:16:09,850 centric. Online, we're in control so that shift was happening 243 00:16:09,850 --> 00:16:17,160 not just because of COVID, but because retailers weren't taking 244 00:16:17,160 --> 00:16:19,390 care of their customers the same way. So it's a 245 00:16:19,390 --> 00:16:25,320 digital transformation shift as well. But I think, just as 246 00:16:25,320 --> 00:16:27,430 we find in the contact center, that the combination of 247 00:16:27,430 --> 00:16:32,730 digital engagement and live agents is the best combination. Hopefully 248 00:16:32,730 --> 00:16:35,750 we'll come to a nice balance, once COVID is over, 249 00:16:36,140 --> 00:16:40,140 of having stores to go do things with and having 250 00:16:40,140 --> 00:16:43,230 eCommerce for the times when that's the most expedient way 251 00:16:43,230 --> 00:16:46,010 to do things, and tie things together like we try 252 00:16:46,010 --> 00:16:51,410 and do in the contact center. It's not just retail, 253 00:16:51,520 --> 00:16:57,080 obviously, that has moved toward a more digital transformation and 254 00:16:57,080 --> 00:17:03,000 moved more quickly because of COVID. This is the mayor 255 00:17:03,050 --> 00:17:08,480 of Los Angeles speaking on television in August of 2020, 256 00:17:09,130 --> 00:17:18,010 and his comments are, in order to survive, governments, too, 257 00:17:18,010 --> 00:17:22,610 have to become more digital, that city services should be 258 00:17:22,610 --> 00:17:26,720 just as smooth and easy, and as efficient as everything 259 00:17:26,720 --> 00:17:30,900 you can do online. Now, COVID forced that because government 260 00:17:30,900 --> 00:17:33,760 offices had to close, but it's a little bit like 261 00:17:33,760 --> 00:17:39,310 that retail story where perhaps government was behind the curve 262 00:17:39,310 --> 00:17:41,760 in terms of where they should've been with digital transformation, 263 00:17:42,750 --> 00:17:45,850 but COVID certainly brought it to the fore in 2020. 264 00:17:47,790 --> 00:17:51,750 And then telehealth, just another example of a business that, 265 00:17:52,360 --> 00:17:56,030 the technology was there, the capabilities were there and yet, 266 00:17:56,590 --> 00:17:59,570 as a consumer I felt like the availability wasn't there. 267 00:18:00,400 --> 00:18:03,560 My general practitioner did not make it easy for me 268 00:18:03,560 --> 00:18:07,210 to do a telehealth visit a year ago, today I 269 00:18:07,210 --> 00:18:12,600 can and it's good for both of us. COVID- 19 270 00:18:12,600 --> 00:18:17,160 just catapulted telehealth forward by decades, in a few months. 271 00:18:17,520 --> 00:18:21,680 Teladoc, which is a global leader in virtual care, predicted 272 00:18:21,680 --> 00:18:26,670 that 2020 revenue would be twice that of 2019, driven 273 00:18:26,670 --> 00:18:30,210 by the demand for these virtual care solutions and there 274 00:18:30,210 --> 00:18:36,000 are already signs that future telehealth will persist, that even 275 00:18:36,000 --> 00:18:41,610 after this crisis is over, Teladoc is expecting 30 to 276 00:18:41,610 --> 00:18:45,890 40% growth for the next four years. Doesn't surprise me 277 00:18:45,890 --> 00:18:48,550 because once you've done it, boy, is it easier than 278 00:18:48,550 --> 00:18:50,650 getting in your car and driving 20 minutes, if you're 279 00:18:50,650 --> 00:18:54,680 lucky enough to be 20 minutes away and it didn't snow 20 inches overnight. 280 00:18:57,870 --> 00:18:59,300 I'm going to turn it over to you, Janelle, to 281 00:18:59,300 --> 00:19:02,130 talk about a great Genesys customer in the telehealth area. 282 00:19:03,330 --> 00:19:05,770 Certainly, but maybe even before I do that, when you 283 00:19:05,770 --> 00:19:09,710 were talking about the retail apocalypse, it actually reminded me 284 00:19:09,710 --> 00:19:14,350 of one of our marquee retail customers, TechStyle Fashion Group. 285 00:19:14,350 --> 00:19:17,510 If you're not familiar with TechStyle, the most common brand 286 00:19:17,510 --> 00:19:20,670 I know of is Fabletics but they offer about five 287 00:19:20,670 --> 00:19:25,880 brands that are celebrity marketed, active wear and footwear through 288 00:19:25,880 --> 00:19:28,920 the rise of subscription services that's going on with retail, 289 00:19:28,920 --> 00:19:33,300 too. So you can imagine their exceptional growth last year, 290 00:19:33,560 --> 00:19:36,990 all fueled by being ahead of the game on that 291 00:19:37,040 --> 00:19:41,770 omnichannel and real eCommerce and really going that method from 292 00:19:41,770 --> 00:19:46,430 the get- go with their business model. But onto telehealth, 293 00:19:46,430 --> 00:19:50,540 there's no question that the healthcare industry is changing out 294 00:19:50,540 --> 00:19:54,380 there. We meet with healthcare companies around the globe and 295 00:19:54,380 --> 00:19:59,060 we're seeing that digital transformation with that cloud agility is 296 00:19:59,060 --> 00:20:02,830 absolutely a business imperative. That couldn't have been more true 297 00:20:02,850 --> 00:20:07,430 for Company Nurse, both before and after the pandemic hit. 298 00:20:07,940 --> 00:20:11,010 If you're not familiar with Company Nurse, they offer nurse 299 00:20:11,010 --> 00:20:15,810 triaging for accidents in the workplace and if we back 300 00:20:15,810 --> 00:20:20,370 up prior to them moving forward with Genesys Cloud, they 301 00:20:20,370 --> 00:20:24,940 were on legacy on- premises solution, voice only. They were 302 00:20:24,950 --> 00:20:28,220 having problems because it couldn't scale the way they wanted, 303 00:20:28,430 --> 00:20:32,140 wouldn't provide the results that they need, expensive to maintain. 304 00:20:33,200 --> 00:20:36,060 They couldn't integrate it with any sort of digital channels 305 00:20:36,060 --> 00:20:39,030 and it was really preventing them, too, from staying up 306 00:20:39,030 --> 00:20:42,010 to speed with that realtime visibility that they needed in 307 00:20:42,010 --> 00:20:45,570 the moment. If you were to go back in time 308 00:20:45,570 --> 00:20:49,370 and take a peek at the essential capabilities that they 309 00:20:49,370 --> 00:20:53,530 were looking for in their buyer guide, think of easy 310 00:20:53,970 --> 00:20:59,750 digital platform to support multichannel, integrated workforce engagement across those 311 00:20:59,750 --> 00:21:04,300 channels, as well as integration from that platform perspective, like 312 00:21:04,340 --> 00:21:07,710 Sheila, you talked about earlier, with their existing systems as 313 00:21:07,710 --> 00:21:10,730 well as the ability to adapt to new applications easily, 314 00:21:11,080 --> 00:21:13,840 and they got that with cloud. As you can see 315 00:21:13,840 --> 00:21:17,680 from the CTO quote over there to the right, their 316 00:21:17,680 --> 00:21:20,840 contact center, they really saw as mission critical to their 317 00:21:20,840 --> 00:21:25,020 business, 70% of it being revenue generating, so they needed 318 00:21:25,020 --> 00:21:28,020 a solution that they could also switch to in a 319 00:21:28,020 --> 00:21:30,550 matter of weeks or less, which they did. So that 320 00:21:30,550 --> 00:21:34,070 agility to be able to migrate simply with expertise was 321 00:21:34,070 --> 00:21:38,370 also really important to them as an essential capability. You 322 00:21:38,370 --> 00:21:42,650 can see the results listed there, tremendous results that equated 323 00:21:42,650 --> 00:21:47,690 to lower total cost of ownership, improved employee productivity, but 324 00:21:47,690 --> 00:21:50,490 that's actually not my favorite part of this story. My 325 00:21:50,490 --> 00:21:52,760 favorite part of this story, if you were to Google 326 00:21:52,760 --> 00:21:57,380 after this, take a moment, Company Nurse, it's our Genesys 327 00:21:57,600 --> 00:22:02,760 podcast. We had a guest, the CTO, Henry, who talks 328 00:22:02,760 --> 00:22:07,470 about their pivotal decision back in February, March last year, 329 00:22:07,510 --> 00:22:11,770 early days of COVID-19, where they had to shift their 330 00:22:11,770 --> 00:22:15,180 entire business model. You can imagine nurse triaging in the 331 00:22:15,180 --> 00:22:20,110 workplace, companies shifting to work from home, nurse triage isn't 332 00:22:20,110 --> 00:22:23,580 needed as much, right? So they went to their customers 333 00:22:23,580 --> 00:22:26,530 and they asked what they needed instead, and within a 334 00:22:26,530 --> 00:22:31,330 month from idea, they had an MVP ready that they 335 00:22:31,330 --> 00:22:35,570 were the first out there to offer a COVID digital 336 00:22:35,570 --> 00:22:39,060 screening app, and in that month they integrated it to 337 00:22:39,060 --> 00:22:42,690 their digital, their voice, their SMS, their callback channels with 338 00:22:42,690 --> 00:22:45,750 Genesys Cloud, to not only grow their business to record- 339 00:22:45,750 --> 00:22:49,990 breaking results during this time, but perhaps more importantly, meeting 340 00:22:49,990 --> 00:22:53,360 their customers' needs without having to do mass layoffs in 341 00:22:53,360 --> 00:22:56,630 their employee base that others were facing in the health 342 00:22:56,630 --> 00:23:01,010 space. So tremendous story both pre- pandemic as well as 343 00:23:01,010 --> 00:23:04,490 post- pandemic that I think really speaks to the power 344 00:23:04,490 --> 00:23:19,260 of digital transformation with cloud agility there. Hey, Sheila. I 345 00:23:19,260 --> 00:23:29,080 think you're muted. I always do that to be polite 346 00:23:29,080 --> 00:23:31,960 to the speaker before me, and then I'm not polite 347 00:23:31,960 --> 00:23:34,580 when I start talking and nobody can hear me, but 348 00:23:34,580 --> 00:23:38,070 life goes on so thank you, Josh, for letting me 349 00:23:38,070 --> 00:23:43,640 know. So when you have digital engagement and you're introducing 350 00:23:43,640 --> 00:23:47,480 it into your contact center, part of that story is 351 00:23:47,730 --> 00:23:54,820 also building on the channel agents, because omnichannel agents are who 352 00:23:54,820 --> 00:23:58,850 you need to do all of this fantastic work of 353 00:23:58,850 --> 00:24:01,760 integrating all of these channels and doing all of this. 354 00:24:02,150 --> 00:24:07,710 But omnichannel agents are not born, they are made and 355 00:24:07,710 --> 00:24:13,880 they're made by having workforce engagement management solutions that can 356 00:24:15,050 --> 00:24:19,090 handle all of the channels. So it's interesting, over the 357 00:24:19,090 --> 00:24:21,830 last couple of years when I was still doing speaking 358 00:24:21,830 --> 00:24:24,660 engagements where people were in front of me, one of 359 00:24:24,660 --> 00:24:26,930 the questions I would ask is, " How many of you 360 00:24:26,930 --> 00:24:33,490 are using a workforce monitoring system that just handles voice?" 361 00:24:34,220 --> 00:24:37,970 And it would be amazing what a high proportion of 362 00:24:37,970 --> 00:24:41,160 the audience members would say that their quality monitoring was 363 00:24:41,160 --> 00:24:44,720 just for voice. So we can't build omnichannel agents if 364 00:24:44,720 --> 00:24:49,050 we don't have tools that address all of the channels. 365 00:24:49,290 --> 00:24:51,950 So as you move toward digital engagement, you have to 366 00:24:51,950 --> 00:24:55,530 sort of bring in that workforce engagement part of it. 367 00:24:56,500 --> 00:24:58,620 The other, to me, one of the elements of building 368 00:24:58,620 --> 00:25:03,370 an omnichannel agent is sort of a mindset twist, which 369 00:25:03,370 --> 00:25:07,300 is typically in the context in how we think about handling this interaction, 370 00:25:07,780 --> 00:25:14,320 this transaction, single transaction resolution, that's the goal. But in 371 00:25:14,320 --> 00:25:18,010 reality with digital engagement, often that customer's coming to you 372 00:25:18,280 --> 00:25:22,520 with other content, with other interactions that they already had. 373 00:25:22,520 --> 00:25:25,580 They'd looked on the website, they may have tried to 374 00:25:25,580 --> 00:25:28,900 chat with you, they may have sent an email, and 375 00:25:28,900 --> 00:25:33,140 so it's no longer the agent's responsibility to just handle 376 00:25:33,140 --> 00:25:37,180 this interaction, but to look at the entire journey that 377 00:25:37,180 --> 00:25:42,030 the customer has been on. So from a building your 378 00:25:42,090 --> 00:25:46,410 contact center plan, what do you need, you not just 379 00:25:46,410 --> 00:25:49,520 have to make those digital channels available. You have to 380 00:25:49,520 --> 00:25:53,300 coach and train and monitor the agents on all of 381 00:25:53,300 --> 00:25:56,150 those channels, and then to the extent that you can, 382 00:25:56,150 --> 00:25:59,030 you need to make sure that the agent has the 383 00:25:59,030 --> 00:26:03,590 context, the information from those other steps that the customer 384 00:26:03,590 --> 00:26:08,170 has taken. So as we move to the next slide, 385 00:26:08,240 --> 00:26:14,700 we're going to have Janelle tell us about Ethiopian Airlines 386 00:26:14,760 --> 00:26:17,350 and some of the things that they have done. Yeah, 387 00:26:17,350 --> 00:26:21,410 so Company Nurse, they had integrated workforce engagement management as 388 00:26:21,410 --> 00:26:26,160 well, but here's another example in a different industry across 389 00:26:26,160 --> 00:26:29,150 the pond that also saw a big change last year 390 00:26:29,150 --> 00:26:33,920 with the airline industry. Ethiopia Airlines, unrivaled in Africa for 391 00:26:33,920 --> 00:26:39,610 their efficiency and operational success, like every airline I can 392 00:26:39,610 --> 00:26:43,250 think of anyway, last year they were just trying to 393 00:26:43,250 --> 00:26:46,760 survive and look for ways to lower costs and improve 394 00:26:46,760 --> 00:26:50,550 margins, focusing on the customer, I think, too, an important 395 00:26:50,550 --> 00:26:54,430 point in your buying consideration, looking at not just the 396 00:26:54,430 --> 00:26:58,070 service part of your customer journey, but looking for engagement 397 00:26:58,070 --> 00:27:01,880 tools that span marketing sales and service. Let's look at 398 00:27:01,880 --> 00:27:06,330 the before and after of Ethiopia Airlines. Prior to moving 399 00:27:06,330 --> 00:27:11,620 to Genesys Cloud- based environment, they were facing incompatible systems, 400 00:27:12,360 --> 00:27:16,270 their calls were actually routed to employees that weren't taking 401 00:27:16,270 --> 00:27:20,520 into account even just basic things like language skills or 402 00:27:20,520 --> 00:27:24,220 any skills for that matter. Their teams worked in silos, 403 00:27:24,220 --> 00:27:29,170 handling emails, handling chats, handling phone calls, all separately, they 404 00:27:29,170 --> 00:27:32,500 didn't have a CRM system, they didn't have workforce engagement, 405 00:27:33,010 --> 00:27:36,730 data was buried elsewhere and everywhere, and needless to say, 406 00:27:36,730 --> 00:27:39,740 they lacked that full overview of the customer journey and 407 00:27:39,790 --> 00:27:43,730 that real- time insight. So looking into the essential capabilities 408 00:27:44,160 --> 00:27:49,330 they captured, they deployed within two months, had 500 agents 409 00:27:49,410 --> 00:27:54,440 now working more productively in a blended fashion, handling emails, 410 00:27:54,440 --> 00:27:59,110 chats and phone calls, effortlessly switching between them, all from 411 00:27:59,110 --> 00:28:02,770 that single omnichannel desktop, which is really important in order 412 00:28:02,770 --> 00:28:05,310 for the employees to be able to do that. And 413 00:28:05,310 --> 00:28:10,220 they really unlocked further customer experience gains by introducing that 414 00:28:10,220 --> 00:28:15,010 workforce engagement piece to further improve the customer experience. So, 415 00:28:15,040 --> 00:28:21,320 some results, their service levels went from 70% to 95%. 416 00:28:21,670 --> 00:28:26,430 They had higher first- call resolution, their abandonment rate went 417 00:28:26,430 --> 00:28:31,440 from 20% just down to 3%. Calls answered went from 418 00:28:31,440 --> 00:28:34,140 20 seconds, which airline, that's still pretty good, down to 419 00:28:34,140 --> 00:28:36,620 eight seconds, I can't remember when the last time I 420 00:28:36,620 --> 00:28:39,270 called an airline and they answered in eight seconds, and 421 00:28:39,330 --> 00:28:42,570 they had that agility they needed to change IBR menus 422 00:28:42,570 --> 00:28:46,910 on the dime without having to pay for external support. 423 00:28:47,440 --> 00:28:51,910 In addition, they expanded the use of their cloud technology 424 00:28:52,010 --> 00:28:55,630 to their sales environment, too, being able to monitor customers' 425 00:28:55,630 --> 00:29:00,620 behavior on their website, understand that and get predictive with 426 00:29:00,620 --> 00:29:03,560 the use of AI to intercept in the moment because 427 00:29:03,560 --> 00:29:07,090 they had the right staff in place to really help 428 00:29:07,090 --> 00:29:10,690 that customer through their buyer journey and saw web conversion 429 00:29:10,690 --> 00:29:14,840 rates just increase dramatically, and you can see the results 430 00:29:14,840 --> 00:29:19,230 there. So I love this story because it is really 431 00:29:19,230 --> 00:29:23,030 a proved point in helping a company that was in 432 00:29:23,030 --> 00:29:28,190 a struggling industry last year, and looking ahead, really make 433 00:29:28,190 --> 00:29:32,810 change and support the customer journey across marketing, sales and 434 00:29:32,810 --> 00:29:38,680 service. Excellent, so we are moving to our next poll. 435 00:29:38,740 --> 00:29:44,880 The question is, " Is there value in integrating your unified 436 00:29:44,880 --> 00:29:50,410 communication solution incorporation with the contact center?" We have just 437 00:29:50,410 --> 00:29:55,030 three choices; yes, we think there's value in integrating them, 438 00:29:55,310 --> 00:29:59,670 but we prefer one solution for both contact center and 439 00:29:59,720 --> 00:30:04,970 unified communications and collaboration. Yes, we think there's value and 440 00:30:04,970 --> 00:30:09,920 our preferred solution is Microsoft Teams, and this is one of those ones where 441 00:30:09,920 --> 00:30:13,380 we wait for all of the responses before you select 442 00:30:13,380 --> 00:30:16,450 one because you might be number one but number two 443 00:30:16,450 --> 00:30:20,470 is more specific to you. And then third, yes, our 444 00:30:20,470 --> 00:30:26,660 preferred solution is a different UCC provider. Okay, so I 445 00:30:26,660 --> 00:30:29,210 realize we do not have a choice here for no. 446 00:30:31,790 --> 00:30:35,560 We may have missed that, but we'll see what people 447 00:30:35,560 --> 00:30:37,900 think. I think it'll be interesting to see what we 448 00:30:37,900 --> 00:30:43,380 get here. Clearly, Microsoft Teams had a huge uptick in 449 00:30:43,380 --> 00:30:47,130 usage in 2020, so I'm not going to be surprised 450 00:30:47,130 --> 00:30:50,750 to see that we have a lot of Microsoft Teams users, 451 00:30:50,750 --> 00:30:54,230 what do you think, Janelle? I think the same, it's 452 00:30:54,230 --> 00:30:57,190 becoming one of those essential capabilities you mentioned at the 453 00:30:57,190 --> 00:31:01,230 beginning. It used to be a very separate decision and 454 00:31:01,230 --> 00:31:05,180 while it may not be from a single provider, we're 455 00:31:05,180 --> 00:31:09,710 seeing it recurring on the list of requirements for cloud 456 00:31:09,710 --> 00:31:12,520 based solutions to be able to extend beyond the contact 457 00:31:12,530 --> 00:31:16,030 center and have an integrated solution regardless, so we're keen 458 00:31:16,030 --> 00:31:20,790 to see if our audience agrees. Okay, so drum roll. 459 00:31:25,770 --> 00:31:30,940 I'm going to... I was hitting submit instead of next. 460 00:31:30,970 --> 00:31:36,330 Okay, what can we discern from this? Over 50% are 461 00:31:36,330 --> 00:31:40,880 using Teams, wow. That's even higher than I would've predicted. 462 00:31:41,870 --> 00:31:44,950 Or their preferred solution is Teams, doesn't tell me that 463 00:31:44,950 --> 00:31:49,960 they're really using it but I'm actually surprised it's as 464 00:31:49,960 --> 00:31:52,320 close between the first and second option as it is. 465 00:31:52,320 --> 00:31:55,250 I thought it would be a bigger differential because we're 466 00:31:55,250 --> 00:32:00,990 definitely seeing more for Teams across the board. Yeah, and 467 00:32:00,990 --> 00:32:03,990 not too much for other providers. Yeah, back to Teams, 468 00:32:03,990 --> 00:32:06,620 I happened to be on their site today and there 469 00:32:06,630 --> 00:32:10,270 are 15 different contact centers who are working to get 470 00:32:10,270 --> 00:32:13,620 certified in Microsoft Teams, so it's a much bigger effort 471 00:32:13,620 --> 00:32:16,360 than it has been for many years. So I think 472 00:32:16,700 --> 00:32:18,700 to the point that we've both made at this point, 473 00:32:18,700 --> 00:32:24,430 Janelle, the importance of bringing together the unified communications and 474 00:32:24,400 --> 00:32:28,140 the contact center has just been elevated. Part of that 475 00:32:28,140 --> 00:32:32,300 is not being in a single physical location and not 476 00:32:32,300 --> 00:32:37,040 being able to bring your supervisor over with something as 477 00:32:37,040 --> 00:32:42,900 easy raising your hand. A study that I had read 478 00:32:42,900 --> 00:32:47,340 over the summer, that 93% of companies now say that 479 00:32:47,380 --> 00:32:52,040 UC and team messaging integration with the contact center is 480 00:32:52,040 --> 00:32:57,270 a very important factor in customer experience success, and yet, 481 00:32:57,500 --> 00:33:00,930 as you and I know, there's not enough evidence today 482 00:33:01,130 --> 00:33:04,430 that, that's happening in contact centers. I think if we've 483 00:33:04,430 --> 00:33:07,730 got that many listeners who are thinking Microsoft Teams is 484 00:33:07,730 --> 00:33:11,160 the answer, and companies like Genesys are now stepping up 485 00:33:11,220 --> 00:33:14,140 and working much more closely with Microsoft, hopefully a year 486 00:33:14,140 --> 00:33:17,040 from now we'll see a lot more of that UC in 487 00:33:17,040 --> 00:33:20,700 contact center integration. You're going to tell us about one 488 00:33:20,700 --> 00:33:24,410 customer who's doing that. Absolutely, as I mentioned, we see 489 00:33:24,410 --> 00:33:27,850 it on many people's list and here's an example of 490 00:33:28,630 --> 00:33:33,330 a company that I admire so much, who has taken 491 00:33:33,330 --> 00:33:36,120 that step forward and has it implemented. Let me tell 492 00:33:36,120 --> 00:33:40,390 you a little bit about Integral Care. I think of 493 00:33:40,390 --> 00:33:44,560 their contact center not as a call center, I don't 494 00:33:44,730 --> 00:33:46,930 think of it as a profit center, I think of 495 00:33:46,930 --> 00:33:50,580 it as a life center. They have about 900 people 496 00:33:50,580 --> 00:33:56,170 on staff across 45 locations, where they provide a 24 497 00:33:56,170 --> 00:34:00,850 hour crisis helpline that's often that first point of contact 498 00:34:00,850 --> 00:34:05,100 for people needing that immediate emotional support, especially during these 499 00:34:05,100 --> 00:34:09,100 crazy times. They also receive traffic from calls to national 500 00:34:09,100 --> 00:34:14,620 suicide prevention lines. So as you can imagine, streamlined communication, 501 00:34:14,850 --> 00:34:19,790 it is essential and lifesaving, and downtime is more than 502 00:34:19,790 --> 00:34:24,210 critical, it can be even tragic. So where were they? 503 00:34:24,600 --> 00:34:29,070 Prior to Genesys, they were having huge technology issues that 504 00:34:29,070 --> 00:34:34,890 were degrading their service levels for this helpline. Their CIO, 505 00:34:34,890 --> 00:34:37,610 if he was on, he would describe their on- premises 506 00:34:37,610 --> 00:34:43,700 contact center system as unreliable, hard to scale, expensive to 507 00:34:43,700 --> 00:34:48,210 maintain and add features, and on average, they suffered two 508 00:34:48,210 --> 00:34:52,140 to three outages a month. And you can see on 509 00:34:52,140 --> 00:34:56,300 the slide, those each lasted anywhere from 15 minutes to 510 00:34:56,300 --> 00:34:59,900 five hours, where during that time, they couldn't even take 511 00:34:59,960 --> 00:35:03,870 a critical call, which was totally unacceptable. So they went 512 00:35:03,870 --> 00:35:07,290 with a cloud based platform, voice and digital channels, seeing 513 00:35:07,300 --> 00:35:11,850 a theme here, and they integrated Genesys Cloud with their 514 00:35:11,850 --> 00:35:16,320 Netsmart Electronic Health system. They really appreciated the platform capabilities 515 00:35:16,320 --> 00:35:18,830 that Genesys Cloud brought to the table as well, so 516 00:35:18,830 --> 00:35:22,360 that they could leverage that existing system that was working 517 00:35:22,360 --> 00:35:26,020 really well for them. So they also were looking, as 518 00:35:26,020 --> 00:35:29,460 an essential capability, for that cloud platform to be able 519 00:35:29,460 --> 00:35:34,410 to intercept and route calls for neighboring area codes automatically 520 00:35:34,410 --> 00:35:37,810 so that they could make best use of local knowledge 521 00:35:37,810 --> 00:35:43,760 and resources. Sheila, you mentioned that COVID- 19 catapulted telehealth 522 00:35:43,760 --> 00:35:47,560 forward by decades in a few months. After they did 523 00:35:47,560 --> 00:35:52,000 that, they then integrated with Microsoft Teams so that they 524 00:35:52,000 --> 00:35:55,180 could make it even easier for case managers that weren't 525 00:35:55,180 --> 00:36:00,860 regular contact center agents to also be able to conduct 526 00:36:01,040 --> 00:36:05,770 telehealth video calls with clients and collaborate effectively with other 527 00:36:05,770 --> 00:36:09,220 agents. So we don't see a ton of people doing 528 00:36:09,220 --> 00:36:12,380 this yet, but we are hearing Microsoft Teams integration on 529 00:36:12,380 --> 00:36:15,520 a regular basis, on many buyers' minds. I think Integral 530 00:36:15,520 --> 00:36:18,940 Care is a great organization and a great example that 531 00:36:18,950 --> 00:36:22,930 has forged ahead to integrate their UC and their contact 532 00:36:22,930 --> 00:36:29,820 center technologies really for the best of reasons. Excellent. Oops. 533 00:36:31,210 --> 00:36:34,540 Trying to move on... here we go. And I can 534 00:36:34,540 --> 00:36:40,620 be heard this time? Yes, okay. Yes. I did it. So 535 00:36:40,620 --> 00:36:44,920 we talked about artificial intelligence and what's interesting is digital 536 00:36:44,920 --> 00:36:48,350 engagement keeps coming up, and really the two of them 537 00:36:48,350 --> 00:36:54,440 are very tightly integrated, because artificial intelligence is really what 538 00:36:54,440 --> 00:36:58,540 helps optimize for digital- first. If you look at all 539 00:36:58,540 --> 00:37:04,310 of these technologies that are here; automatic speech recognition, natural 540 00:37:04,310 --> 00:37:09,370 language processing, these are all backed up with artificial intelligence 541 00:37:09,420 --> 00:37:15,780 and machine learning. But things like transcription and translation and 542 00:37:15,780 --> 00:37:21,020 automatic topic categorization, these are the exciting things that are 543 00:37:21,020 --> 00:37:26,040 relatively new to artificial intelligence, but really help bring digital 544 00:37:26,620 --> 00:37:33,600 to a much higher level. Transcription means that, that interaction 545 00:37:33,600 --> 00:37:38,600 that a customer had with a natural language bot can 546 00:37:38,600 --> 00:37:41,440 be transcribed and sent to the agent, and the highlights 547 00:37:41,440 --> 00:37:44,800 of that highlighted so the agent doesn't have to read 548 00:37:44,800 --> 00:37:47,190 every single thing that was said to the bot, but 549 00:37:47,190 --> 00:37:51,940 can just understand really quickly what the intent of this 550 00:37:51,940 --> 00:37:57,700 particular call is. Or if a customer picks up the 551 00:37:57,700 --> 00:38:02,180 phone and speaks to an intelligent virtual agent, and just 552 00:38:02,180 --> 00:38:07,660 speaks very freely, the system can automatically categorize what that 553 00:38:07,660 --> 00:38:10,580 topic is that the customer wants to talk to and 554 00:38:10,580 --> 00:38:15,040 send that to the appropriate resource. So what's exciting is 555 00:38:15,040 --> 00:38:18,110 digital- first coming at the same time as artificial intelligence, 556 00:38:18,280 --> 00:38:21,710 because one aids the other, one makes the other better 557 00:38:22,100 --> 00:38:26,510 and again, Janelle's got a great case study back to 558 00:38:26,510 --> 00:38:29,200 the unemployment case that I was talking about earlier. Go 559 00:38:29,200 --> 00:38:35,480 ahead. Yeah, I read recently that in a CMSWire article, 560 00:38:35,500 --> 00:38:41,640 72% of interactions will involve chat bots by 2022. We'll 561 00:38:41,640 --> 00:38:43,860 see, but even if it doesn't hit that high, I 562 00:38:43,860 --> 00:38:47,600 think, Sheila, your point is well taken, that digital and 563 00:38:47,600 --> 00:38:51,900 AI go hand- in- hand and that it's definitely on 564 00:38:51,900 --> 00:38:56,840 the rise. And even to your point earlier that Mayor 565 00:38:57,120 --> 00:39:00,970 Garcetti signed that executive order to make all city services 566 00:39:01,180 --> 00:39:04,500 contactless and digital, so at Genesys we saw an increase 567 00:39:04,500 --> 00:39:08,240 in the adoption of cloud AI and automation in government 568 00:39:08,550 --> 00:39:10,930 last year as well, and we expect to continue to 569 00:39:11,370 --> 00:39:15,640 see that in 2021. So this is an example of 570 00:39:15,640 --> 00:39:19,410 that, I'll leave it semi anonymous to which state it 571 00:39:19,410 --> 00:39:24,990 was exactly, but while some businesses like Company Nurse thrived 572 00:39:25,210 --> 00:39:29,170 last year, Sheila pointed out many that didn't survive. And 573 00:39:29,170 --> 00:39:34,500 due to COVID- 19, this particular state's unemployment agency saw 574 00:39:34,550 --> 00:39:39,100 a gigantic spike in unemployment just in one month around 575 00:39:39,150 --> 00:39:43,990 the February, March timeframe. To put that in perspective, they 576 00:39:43,990 --> 00:39:49,840 received 20 months of unemployment claims in just a single 577 00:39:49,840 --> 00:39:55,350 month when the pandemic hit, and their existing 25 year 578 00:39:55,350 --> 00:40:01,860 old IVR technology didn't scale and they were abandoning, at 579 00:40:01,860 --> 00:40:05,760 one point, 2,000, 000 calls per day. And I think 580 00:40:05,760 --> 00:40:09,360 of being that person that was trying to call in 581 00:40:10,170 --> 00:40:12,750 and being one of those 2, 000,000, how frustrating that 582 00:40:12,750 --> 00:40:16,220 would be. So they threw people at the problem and 583 00:40:16,220 --> 00:40:20,550 even with 1, 000 agents in their call center, they 584 00:40:20,550 --> 00:40:24,420 still had to bring in help from state legislator, putting 585 00:40:24,740 --> 00:40:27,460 more employees on the phone and while their citizens were 586 00:40:27,460 --> 00:40:30,160 in a crisis because they lost their job, the agency 587 00:40:30,530 --> 00:40:32,990 was also in a crisis and they needed help. So 588 00:40:33,040 --> 00:40:36,980 they reached out to many providers for quotes for services, 589 00:40:37,500 --> 00:40:40,300 and they needed a trusted advisor to help them throughout. 590 00:40:40,370 --> 00:40:44,650 On their list of essential capabilities, it was pretty straightforward; 591 00:40:44,870 --> 00:40:49,470 cloud automation, fast. And so, in the solution here, the 592 00:40:49,470 --> 00:40:53,100 agency took advantage of our rapid response program we launched 593 00:40:53,100 --> 00:40:56,440 last year to serve our customers, and they quickly stood 594 00:40:56,440 --> 00:40:59,770 up Genesys Cloud IVR for their voice calls. Part of 595 00:40:59,770 --> 00:41:04,030 that program was with our prebuilt integration to Google Dialog 596 00:41:04,030 --> 00:41:07,900 Flow, one of our very strategic partners for that virtual 597 00:41:07,900 --> 00:41:11,920 agent capabilities for both calls and chat on the website. 598 00:41:12,430 --> 00:41:15,020 They were up and running in about two weeks with 599 00:41:15,020 --> 00:41:19,990 a full solution, saw a 350% increase in connected calls 600 00:41:20,560 --> 00:41:24,130 and what that translates to is like a typical February 601 00:41:24,180 --> 00:41:27,320 for this agency would see 70 claims, they processed that 602 00:41:27,320 --> 00:41:30,650 same number in a single day in March. So to 603 00:41:30,650 --> 00:41:33,920 me, this is just a super powerful story of the 604 00:41:34,260 --> 00:41:38,300 power of a cloud platform and being able to integrate 605 00:41:38,300 --> 00:41:45,170 with other strategic partners out there. Just a moment. I'm live. 606 00:41:45,530 --> 00:41:51,030 Platform capabilities, so this is a buyer's guide for 2021. 607 00:41:51,030 --> 00:41:56,370 Perhaps in 2020, you wouldn't have been thinking that having 608 00:41:56,760 --> 00:42:02,620 an orchestration tool, having the ability to perhaps just use 609 00:42:02,750 --> 00:42:08,260 parts of a solution like Genesys Cloud in your contact 610 00:42:08,260 --> 00:42:11,570 center, it might never occur to you, but suddenly in 611 00:42:11,580 --> 00:42:15,650 2021 it does occur to you. You have tens of 612 00:42:15,650 --> 00:42:18,490 thousands of agents and you want to add a capability 613 00:42:18,740 --> 00:42:21,530 like the one that Janelle just talked about for the unemployment 614 00:42:21,530 --> 00:42:24,820 office. It doesn't always mean you have to change everything, 615 00:42:25,280 --> 00:42:27,190 it doesn't mean you have to change all the voice 616 00:42:27,190 --> 00:42:30,070 capabilities that you have and that you've built. But with 617 00:42:30,070 --> 00:42:35,310 platform capabilities and the ability to add those great AI 618 00:42:35,630 --> 00:42:39,920 capabilities from the cloud to your existing platform, that's when 619 00:42:39,920 --> 00:42:42,900 it becomes important to understand, " What can platform do for 620 00:42:42,900 --> 00:42:46,410 me? In that period between now and maybe two or 621 00:42:46,410 --> 00:42:49,810 three or five years when I move off the premises 622 00:42:49,810 --> 00:42:53,640 solution that I have, how can I start taking advantage 623 00:42:53,890 --> 00:42:57,200 of the cloud?" And I think platform capabilities are key 624 00:42:57,200 --> 00:43:02,610 to that, because even without changing your entire operation, you 625 00:43:02,610 --> 00:43:06,020 can get some of those benefits of faster time to 626 00:43:06,020 --> 00:43:10,870 market, like the unemployment office did. Increased iteration time, being 627 00:43:10,870 --> 00:43:16,710 able to change things more quickly and increased stakeholder engagement 628 00:43:16,710 --> 00:43:20,330 and satisfaction because they can make some of the changes 629 00:43:20,330 --> 00:43:22,810 that need to be made without having to go to 630 00:43:22,810 --> 00:43:26,540 IT necessarily every time. So you may not have been 631 00:43:26,540 --> 00:43:28,770 thinking about it a year ago, but as you speak 632 00:43:28,830 --> 00:43:32,150 to the vendors that you're thinking about as you take 633 00:43:32,150 --> 00:43:37,310 the next steps in your contact center solution journey, make 634 00:43:37,310 --> 00:43:39,110 sure that this is on that list of things that 635 00:43:39,110 --> 00:43:46,350 you're looking for and at. So what are legacy call 636 00:43:46,350 --> 00:43:52,650 centers not delivering right now? Integrated digital channels, how often 637 00:43:52,650 --> 00:43:56,000 do I see a contact center that has perhaps a 638 00:43:56,000 --> 00:44:00,020 great voice contact center, but they've used a different vendor 639 00:44:00,020 --> 00:44:04,100 for email and maybe a different vendor for chat, and 640 00:44:04,100 --> 00:44:06,720 none of that is integrated. And that agent who's on 641 00:44:06,730 --> 00:44:11,040 the voice contact center gets no data necessarily from those 642 00:44:11,040 --> 00:44:15,360 digital engagements, so it's almost impossible for that agent to 643 00:44:15,360 --> 00:44:20,740 have context. Robust support from remote and mobile workforce, and 644 00:44:20,740 --> 00:44:23,960 that means both for the contact center solution as well 645 00:44:23,960 --> 00:44:28,890 as for the workforce engagement management applications. That seamless front 646 00:44:28,890 --> 00:44:32,510 office, back office communications. As we talked about, it doesn't 647 00:44:32,510 --> 00:44:35,360 have to be one solution as long as there is 648 00:44:35,360 --> 00:44:38,840 a tight integration between the two, like Genesys is doing 649 00:44:38,840 --> 00:44:43,700 with Microsoft Teams. Legacy call centers, it's difficult for them 650 00:44:43,700 --> 00:44:47,730 to use artificial intelligence and to help you have that 651 00:44:47,730 --> 00:44:51,480 innovation, and so it makes hard to have that agility to 652 00:44:51,480 --> 00:44:56,380 make changes quickly based on business needs. I mean those 653 00:44:56,380 --> 00:45:01,160 of us who worked at legacy contact centers know, typically they're told, " Maybe next 654 00:45:01,160 --> 00:45:06,160 year, maybe." And we're in a world where we need 655 00:45:06,160 --> 00:45:11,460 that by next week, " Maybe next year," doesn't work anymore. So 656 00:45:11,460 --> 00:45:15,420 we're going to go to our final poll question. Among the areas 657 00:45:15,680 --> 00:45:20,340 that we discussed today, what is your top priority for 658 00:45:20,340 --> 00:45:27,130 customer experience technology investment in 2021? Is it digital engagement, 659 00:45:27,480 --> 00:45:30,960 expanding the number of channels that you have, integrating it 660 00:45:31,270 --> 00:45:34,870 more closely to the voice channel? Is it workforce engagement, 661 00:45:35,950 --> 00:45:42,650 integrated collaboration and contact center technology, or artificial intelligence and 662 00:45:42,650 --> 00:45:50,220 automation? All good choices. Hold on. Again, I think it 663 00:45:50,220 --> 00:45:54,970 depends on where our audience is at, because digital engagement 664 00:45:54,970 --> 00:45:58,090 and AI go hand- in- hand. Some might already be 665 00:45:58,190 --> 00:46:03,820 using it, some might be evolving to more channels. I 666 00:46:03,820 --> 00:46:08,500 also read a study where, I think, by 2022 the 667 00:46:08,500 --> 00:46:11,530 use of workforce engagement in the cloud will be at 668 00:46:11,890 --> 00:46:16,210 94% so maybe it's on- premise, by working the cloud. 669 00:46:16,460 --> 00:46:20,720 I also have seen a pivot where many companies are 670 00:46:20,720 --> 00:46:25,960 using workforce optimization, where it's very focused on operational efficiency, 671 00:46:26,290 --> 00:46:29,750 and to your point earlier with the gamification example, really 672 00:46:29,750 --> 00:46:33,020 shifting more towards that focus with the employee, especially in 673 00:46:33,020 --> 00:46:37,010 this virtual world of workforce engagement, so I'm intrigued to 674 00:46:37,010 --> 00:46:38,430 see where we're going to be at. What do you 675 00:46:38,430 --> 00:46:43,970 think, Sheila? I think digital, I mean I think that's 676 00:46:43,970 --> 00:46:47,960 the pressing need for a lot of businesses, that they 677 00:46:48,000 --> 00:46:50,110 may not have been doing that as well as they'd 678 00:46:50,110 --> 00:46:58,720 like, but we will see. It's time. Aha! You were 679 00:46:58,720 --> 00:47:05,020 right. Interesting. Well, I wanted you to say it. Well, 680 00:47:05,020 --> 00:47:10,400 look at the tie between integrated collaboration and AI actually, 681 00:47:10,400 --> 00:47:15,600 that's interesting. Right, because they're so different, right? Yeah. They're 682 00:47:15,600 --> 00:47:18,980 very different. One is probably more contact center focused, the 683 00:47:18,980 --> 00:47:22,410 AI, and the other is more enterprise focused, but it 684 00:47:22,410 --> 00:47:24,780 comes back to what you said about sales, service and 685 00:47:24,780 --> 00:47:27,950 marketing. We're not going to get there without the integrated 686 00:47:27,950 --> 00:47:33,110 collaboration, I think, so excellent. It's always interesting to learn 687 00:47:33,110 --> 00:47:38,350 something about how people are thinking, that's why the poll, this is not 688 00:47:38,350 --> 00:47:39,990 for us as it is for them, but you get 689 00:47:39,990 --> 00:47:41,830 to see what your peers are thinking as well. So 690 00:47:41,830 --> 00:47:46,760 I am now going to move it to you to 691 00:47:46,760 --> 00:47:51,120 finish up on the Genesys vision. Fabulous. Well, we highlighted 692 00:47:51,120 --> 00:47:54,800 these essential capabilities that we just reviewed in the poll. 693 00:47:54,800 --> 00:47:59,830 Top of line, digital engagement, integrated UC and CC, artificial 694 00:47:59,830 --> 00:48:05,360 intelligence, workforce engagement. As you evaluate providers for these essential 695 00:48:05,360 --> 00:48:09,440 capabilities, you need to ultimately improve customer experience. Let me 696 00:48:09,440 --> 00:48:12,500 just leave you with this final point that relates to 697 00:48:12,500 --> 00:48:16,960 our vision for our customers. When it comes to customer 698 00:48:16,960 --> 00:48:22,200 experience, of course your customers want their issues resolved quickly and 699 00:48:22,200 --> 00:48:26,750 correctly, and we know that efficiency and effectiveness, they're always 700 00:48:26,750 --> 00:48:29,420 going to be important for your contact centers to be 701 00:48:29,420 --> 00:48:31,790 able to support and for your company to be able 702 00:48:31,790 --> 00:48:36,080 to support. But don't forget that your customers along the 703 00:48:36,390 --> 00:48:40,250 way, especially now more than ever, want to be treated 704 00:48:40,250 --> 00:48:43,180 with empathy, or in other words to be to heard 705 00:48:43,180 --> 00:48:47,540 and understood. So experience as a service is the Genesys 706 00:48:47,540 --> 00:48:51,520 vision that helps you put empathy at the center of 707 00:48:51,520 --> 00:48:56,570 each experience. It's the key ingredient, along with efficiency and 708 00:48:56,570 --> 00:49:01,880 effectiveness, that helps foster trust with your customers to ultimately 709 00:49:01,880 --> 00:49:06,210 drive loyalty. So here at Genesys, we're making experience as 710 00:49:06,210 --> 00:49:09,810 a service a reality by helping you use the right 711 00:49:09,810 --> 00:49:13,430 combination of technology so that you can truly personalize those 712 00:49:13,430 --> 00:49:17,980 experiences at scale. And that right combo of tech, it 713 00:49:17,980 --> 00:49:22,520 starts with data from any system or any engagement, including 714 00:49:22,520 --> 00:49:25,410 the one going on in the moment. Then, with the 715 00:49:25,410 --> 00:49:30,060 power of cloud and by applying AI, you can process 716 00:49:30,060 --> 00:49:33,730 this data in real- time, you can decipher the customer's 717 00:49:33,730 --> 00:49:36,270 intent and predict how and when to interact with them 718 00:49:36,270 --> 00:49:39,870 further and with this understanding of your customers, you can 719 00:49:39,870 --> 00:49:43,950 quickly then provide that relevant and personalized experience with those 720 00:49:43,950 --> 00:49:48,260 engagement tools like in the Ethiopia example that spans marketing, 721 00:49:48,260 --> 00:49:52,840 sales and services. So ultimately, your customers will feel like 722 00:49:52,840 --> 00:49:55,980 they're a priority to you, they'll feel cared for as 723 00:49:55,980 --> 00:50:00,970 individuals, sometimes that literally is a life or death situation, 724 00:50:01,040 --> 00:50:04,400 and they feel uniquely understood. They won't have to repeat 725 00:50:04,400 --> 00:50:08,580 themselves, their issues will be resolved, sometimes even before they 726 00:50:08,580 --> 00:50:13,640 know it, with compassion. So integrated data, AI, engagement tools 727 00:50:13,640 --> 00:50:17,620 with that cloud interactive ability and choice really are at 728 00:50:17,620 --> 00:50:22,130 the heart of the essential capabilities we see companies needing, 729 00:50:22,480 --> 00:50:24,960 now and for the future. So with the trends that 730 00:50:24,960 --> 00:50:29,070 Sheila shared, the customer examples that I highlighted, know that 731 00:50:29,600 --> 00:50:33,910 this combination of tech that fuels this vision of experience 732 00:50:33,950 --> 00:50:36,950 as a service, is possible because the technologies we talked 733 00:50:36,950 --> 00:50:40,270 about today are finally at that right level of maturity 734 00:50:40,270 --> 00:50:43,230 and within reach for any company. So with this vision, 735 00:50:43,700 --> 00:50:46,590 you as a business can truly take a more customer- 736 00:50:46,590 --> 00:50:50,170 centric approach with your business and with your engagement with 737 00:50:50,290 --> 00:50:55,020 customers. So with all that said, Josh, I think I'll 738 00:50:55,020 --> 00:50:56,700 turn it over to you to see if there's any 739 00:50:57,020 --> 00:51:02,130 questions. Thanks, Janelle. So, just to get started, we do have 740 00:51:02,130 --> 00:51:03,960 a few questions that have already come in, but as 741 00:51:03,960 --> 00:51:06,770 a reminder to everybody in the audience, to participate in 742 00:51:06,770 --> 00:51:09,350 today's Q& A, just submit those into the Q& A 743 00:51:09,350 --> 00:51:11,470 window below the slides and we'll get to as many 744 00:51:11,470 --> 00:51:13,540 as we can with the little time that we have 745 00:51:13,540 --> 00:51:16,290 remaining today. As I mentioned before, though, there is a 746 00:51:16,290 --> 00:51:17,820 chance that we're not going to be able to get to 747 00:51:17,820 --> 00:51:19,940 all of the questions today, so if we do not 748 00:51:19,940 --> 00:51:22,770 answer your question aloud, what we'll do is we'll follow 749 00:51:22,770 --> 00:51:25,130 up with you via email within the next few business 750 00:51:25,130 --> 00:51:28,810 days. To kick things off, as we do have a couple 751 00:51:28,810 --> 00:51:32,050 of live questions in here now, so I think this 752 00:51:32,050 --> 00:51:34,590 is going to be directed more towards you, Sheila. The 753 00:51:34,590 --> 00:51:38,070 first question is, " Is the change for digital a resource 754 00:51:38,310 --> 00:51:42,310 of COVID- 19 or more because of the younger demographics 755 00:51:42,340 --> 00:51:45,390 of customers like Gen Y and Gen Z using more 756 00:51:45,390 --> 00:51:49,980 apps and SMS and chat?" One of the things that 757 00:51:49,980 --> 00:51:53,990 I've been talking about is that, what COVID has done 758 00:51:53,990 --> 00:51:59,980 is accelerate a need that was already there. I think 759 00:52:01,020 --> 00:52:05,900 we weren't, as an industry, providing the digital choices that 760 00:52:05,900 --> 00:52:10,170 consumers wanted. There was a gap between what consumers wanted 761 00:52:10,170 --> 00:52:13,730 and what we were delivering, just like when I talked 762 00:52:13,730 --> 00:52:17,590 about the retail apocalypse. There was a gap and so 763 00:52:17,640 --> 00:52:21,390 what COVID has done is highlight that gap, because to 764 00:52:21,790 --> 00:52:24,910 the point of the questioner, the Gen Zs and the 765 00:52:24,910 --> 00:52:28,430 Millennials were looking for these choices, we just weren't delivering 766 00:52:28,430 --> 00:52:32,500 them. Now, everybody is looking for them, everybody's a Gen 767 00:52:32,500 --> 00:52:37,710 Z. Even my 93 year old father- in- law has 768 00:52:37,710 --> 00:52:40,460 suddenly had to become a Gen Z, because the only 769 00:52:40,460 --> 00:52:42,770 to make his appointment for a vaccine was to do 770 00:52:42,770 --> 00:52:46,130 it online. So I think what it's done is accelerate, 771 00:52:46,380 --> 00:52:50,030 and it's really two trends coming together and reinforcing one 772 00:52:50,030 --> 00:52:57,950 another. Then as a follow up, this individual asks, " Do 773 00:52:57,950 --> 00:53:01,840 you see CX as a separate function from CCaaS, or 774 00:53:01,840 --> 00:53:07,330 an integral part of the platform?" Interesting, I saw that 775 00:53:07,330 --> 00:53:10,340 question and I was thinking about it. CCaaS is a 776 00:53:10,340 --> 00:53:17,640 technology. It's very specific, it's something you buy. Customer experience, 777 00:53:17,790 --> 00:53:21,780 to me, is a strategy. It's, " What is our strategy 778 00:53:22,030 --> 00:53:27,330 to deliver to our customers an overall experience that keeps 779 00:53:27,330 --> 00:53:30,870 them with us?" So I see them as quite separate. 780 00:53:31,100 --> 00:53:34,770 The other thing is, for me, customer experience includes more 781 00:53:34,770 --> 00:53:40,840 technologies than just CCaaS, it includes customer relationship management, it 782 00:53:40,840 --> 00:53:45,990 includes workforce engagement management, so to me, CCaaS is a 783 00:53:45,990 --> 00:53:49,090 much broader term, but it's also, to me, more of 784 00:53:49,090 --> 00:53:52,790 a, " What is the company CCaaS strategy? Not who is 785 00:53:52,790 --> 00:53:56,750 their vendor." Can I just add to that? Improving customer 786 00:53:56,750 --> 00:54:00,060 experience is a business outcome, I mean you could Google 787 00:54:00,820 --> 00:54:03,640 tons of different studies out there that show the impact 788 00:54:03,640 --> 00:54:07,760 to a company's bottom line when you focus on improving 789 00:54:08,130 --> 00:54:11,280 customer experience. And to Sheila's point, too, I totally agree 790 00:54:11,280 --> 00:54:16,120 to that, but CCaaS technology is part of that strategy 791 00:54:16,120 --> 00:54:23,530 to direct towards that outcome. Awesome. Thanks, guys. I'll direct 792 00:54:23,530 --> 00:54:26,670 this question to you, Janelle, and, Sheila, you're welcome to 793 00:54:26,990 --> 00:54:30,600 follow up. This individual is moving from an on- premise 794 00:54:31,870 --> 00:54:34,850 setup to a unified communication spot where blending CCaaS and 795 00:54:34,850 --> 00:54:38,890 UCaaS with a cloud based provider. If you have any 796 00:54:38,890 --> 00:54:43,100 recommendations, how would you suggest they choose, or what would 797 00:54:43,100 --> 00:54:48,030 you suggest they choose in that direction? It's difficult for 798 00:54:48,030 --> 00:54:51,010 me to answer that with any wisdom when I don't 799 00:54:51,010 --> 00:54:54,560 know your business requirements, so it really comes down to 800 00:54:54,610 --> 00:54:58,130 what are your business needs and business requirements and what 801 00:54:58,130 --> 00:55:01,760 you use cases are you looking to support, like with 802 00:55:01,760 --> 00:55:07,620 meetings, with video, with unified chat across the contact center 803 00:55:07,680 --> 00:55:10,890 presence, et cetera, et cetera. So know that you have 804 00:55:10,890 --> 00:55:14,650 options out there, like for instance with Genesys, we integrate 805 00:55:14,650 --> 00:55:18,400 with Zoom, we have native capabilities, we integrate with Microsoft 806 00:55:18,400 --> 00:55:22,290 Teams as I mentioned before with the Integral Care example. 807 00:55:22,290 --> 00:55:25,490 So really happy to partner with you and dig into 808 00:55:25,490 --> 00:55:29,180 your contact center requirements to really answer that with a 809 00:55:29,470 --> 00:55:34,300 more educated response to your business. That's actually a good 810 00:55:34,780 --> 00:55:37,230 point, too, Janelle. There's going to be a survey that pops up 811 00:55:37,230 --> 00:55:39,410 at the end of today's presentation asking if you would 812 00:55:39,410 --> 00:55:44,230 like your local Genesys account representative to reach out. So 813 00:55:44,230 --> 00:55:46,780 if you want additional information, go ahead and mark yes 814 00:55:46,780 --> 00:55:48,540 to that question in the survey, and we'll be sure 815 00:55:48,540 --> 00:55:50,750 to follow up with you with any additional information you're 816 00:55:51,020 --> 00:55:57,530 interested in learning.- Let me follow up a little bit 817 00:55:57,530 --> 00:56:02,380 on the question, Josh, if I may. It's interesting, one 818 00:56:02,380 --> 00:56:04,940 could look at UC and CC and say, " I want 819 00:56:04,940 --> 00:56:09,270 one vendor and not two vendors," but if you actually 820 00:56:09,270 --> 00:56:11,690 look at a vendor who says they have UC and 821 00:56:11,690 --> 00:56:15,540 CC, you may find that their CC is coming from 822 00:56:15,540 --> 00:56:18,860 a different company so it's really not one solution, it's 823 00:56:18,860 --> 00:56:22,010 two. Or you may find that a company that has 824 00:56:22,010 --> 00:56:29,260 two solutions has a two partners, like Genesys plus Zoom 825 00:56:29,260 --> 00:56:33,870 or some other context and a plus Teams. What looks 826 00:56:33,870 --> 00:56:38,090 like two separate solutions, really if you understand the technology 827 00:56:38,090 --> 00:56:41,440 behind how they're integrated, it may be tighter than somebody 828 00:56:41,440 --> 00:56:45,090 that looks like one solution. So you really have to 829 00:56:45,090 --> 00:56:47,730 scratch the surface, or I think the advice I would 830 00:56:47,730 --> 00:56:51,470 have is, make sure you sort of understand the genesis 831 00:56:51,470 --> 00:56:54,820 of the technology in each case and how well they 832 00:56:54,820 --> 00:56:59,440 integrate, what does integration mean with that particular solution? Does 833 00:56:59,440 --> 00:57:03,410 it mean four- digit dialing from you to somebody who's 834 00:57:03,410 --> 00:57:07,000 not in the contact center? Does it mean that something 835 00:57:07,000 --> 00:57:09,850 that you chat to somebody not in the contact center, 836 00:57:10,030 --> 00:57:12,980 can get captured in the contact center record? You want 837 00:57:12,980 --> 00:57:16,250 to ask those kinds of questions, it's less about whether 838 00:57:16,250 --> 00:57:23,210 it's one vendor, it's how the applications work together. Awesome. 839 00:57:24,260 --> 00:57:27,160 So unfortunately that is all the time we have today. 840 00:57:27,160 --> 00:57:29,080 I know that there are a handful of questions that 841 00:57:29,080 --> 00:57:31,210 we did not get to today, so do not fret, we 842 00:57:31,210 --> 00:57:33,420 will respond to you via email within the next few 843 00:57:33,420 --> 00:57:36,150 business days. However, if you are looking for more of 844 00:57:36,150 --> 00:57:38,120 a prompt response, you can always feel free to reach 845 00:57:38,120 --> 00:57:41,400 out to us at genesys. com, no caps or 846 00:57:41,400 --> 00:57:44,410 spaces, and we'll get back to you as quickly and 847 00:57:44,410 --> 00:57:48,490 promptly as we can. So with that being said, to 848 00:57:48,490 --> 00:57:52,260 wrap today. First off, I know that you're wanting additional 849 00:57:52,260 --> 00:57:55,080 information about today's topic, so be sure check out that 850 00:57:55,080 --> 00:57:59,240 resource list. That's going to have the 2021 Contact Center 851 00:57:59,240 --> 00:58:01,990 Buyer's Guide bundle that will give you additional information on 852 00:58:02,040 --> 00:58:05,650 all of the topics that we discussed today. In addition 853 00:58:05,650 --> 00:58:07,660 to that, I mentioned a survey that's going to show 854 00:58:07,660 --> 00:58:10,630 up at the end of today's presentation. We encourage you 855 00:58:10,630 --> 00:58:12,670 to fill that survey out, it shouldn't take you more 856 00:58:12,670 --> 00:58:14,840 than a couple of minutes, but we tailor all of 857 00:58:14,840 --> 00:58:17,790 these webinars and presentations to exactly what you want to 858 00:58:17,790 --> 00:58:21,040 hear and learn more about with respect to contact center technology. 859 00:58:21,290 --> 00:58:23,110 So go ahead and fill that out, and we'll be 860 00:58:23,110 --> 00:58:26,900 sure to incorporate that feedback into the future Genesys presentations 861 00:58:26,900 --> 00:58:31,520 and webinars. And also, Janelle mentioned if you want to 862 00:58:31,520 --> 00:58:34,400 learn more about Company Nurse, there is the Take A 863 00:58:34,400 --> 00:58:36,730 Moment Podcast as well as the Tech Talks in Twenty 864 00:58:36,730 --> 00:58:39,190 Podcast, so I encourage you to check that out on 865 00:58:39,190 --> 00:58:42,090 basically any podcast application that you listen, or you can 866 00:58:42,090 --> 00:58:46,750 check us out on Genesys. com/ podcasts. So with all 867 00:58:46,750 --> 00:58:50,320 that information being said, on behalf and Sheila, Janelle and 868 00:58:50,320 --> 00:58:52,770 the entire Genesys team, I want to thank you again 869 00:58:52,770 --> 00:58:57,410 for joining today's 2021 Contact Center Buyers Guide webinar. Until 870 00:58:57,410 --> 00:59:02,480 next time, have a good one, everyone. Thank you. Thank 871 00:59:02,480 --> 00:59:02,500 you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys Webinar Bytes 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjYyNiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxNjYwNyUyNm1vbWVudElkcyUzRDE2NjAyJTI2bW9tZW50SWRzJTNEMTY1OTUlMjZtb21lbnRJZHMlM0QxNjU5MCUyNm1vbWVudElkcyUzRDE2NTkzJTI2bW9tZW50SWRzJTNEMTY1OTElMjZtb21lbnRJZHMlM0QxNjYwNCUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Watch these webinar bytes as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,720 As we moved into 2020, the predictions then were an 2 00:00:05,720 --> 00:00:12,240 increased need for digital engagement and ways that we could 3 00:00:12,240 --> 00:00:17,500 integrate digital engagement with live agents because just more and 4 00:00:17,500 --> 00:00:23,840 more were looking for those digital channels. Virtual bots, virtual 5 00:00:23,840 --> 00:00:28,840 agents, whatever we call them, intelligent virtual assistants, other types 6 00:00:28,840 --> 00:00:33,760 of artificial intelligence and machine learning, we're primarily in the 7 00:00:33,760 --> 00:00:38,270 investigation and early adopter phase. So there's some people trying 8 00:00:38,270 --> 00:00:41,540 it for small use cases, but it's still very early 9 00:00:41,540 --> 00:00:46,650 stages. The move to the cloud was increasingly being considered 10 00:00:46,650 --> 00:00:51,260 to be inevitable, but for a lot of companies it 11 00:00:51,260 --> 00:00:54,840 was still allowing for a one to three- year planning 12 00:00:54,840 --> 00:00:59,890 cycle, there was no immediacy around it. If you think 13 00:00:59,890 --> 00:01:03,420 about it, just a year ago UCaaS as a service and Contact 14 00:01:03,420 --> 00:01:07,670 Center as a service were generally considered to be separate 15 00:01:07,670 --> 00:01:11,850 decisions. Sometimes those were being made together, but more often 16 00:01:11,860 --> 00:01:16,100 than not those were separate decisions. When companies thought about 17 00:01:16,620 --> 00:01:23,790 APIs and platform features for their contact centers, those were 18 00:01:23,790 --> 00:01:29,170 considered possibilities that might become relevant in the future and 19 00:01:29,170 --> 00:01:32,630 were worthy of investigation, but it wasn't a, " Oh my 20 00:01:32,630 --> 00:01:35,090 gosh, what does my vendor have there?" Kind of a 21 00:01:35,090 --> 00:01:42,460 thing yet. As we then flash forward to 2021, and 22 00:01:42,460 --> 00:01:47,700 not to that but to 2021, what happened? What happened 23 00:01:47,700 --> 00:01:52,980 during 2020 is that the things that we were worried 24 00:01:52,980 --> 00:01:56,190 about, the things we were thinking about, didn't change as 25 00:01:56,190 --> 00:02:01,180 much as the immediacy changed. It was the timing, the 26 00:02:01,250 --> 00:02:05,420 urgency, that changed. So the same things are in the 27 00:02:05,420 --> 00:02:09,650 word cloud, but suddenly there's an increased need for digital 28 00:02:09,650 --> 00:02:14,360 engagement methods that are unified with voice agent capabilities, because 29 00:02:14,420 --> 00:02:19,000 of everyone, every business having to move to eCommerce, because 30 00:02:19,000 --> 00:02:24,540 of shelter- in- place orders sent agents home, kept people 31 00:02:24,540 --> 00:02:29,600 home and as we're seeing now in 2021, continues to 32 00:02:29,600 --> 00:02:35,950 cycle as geographic areas, as municipalities and countries come in 33 00:02:35,950 --> 00:02:37,890 and out of lockdown states. AppFoundry Webinar Meet 2021 call center KPIs with a CRM-hosted CTI [cutoff co_thick="2px"]Wednesday, January 6 @ 8 AM PT The right computer telephony integration (CTI) solution can help you exceed 2020 contact center KPIs — and get your performance on track for 2021. Empower your agents to efficiently serve customers and gain visibility into interactions for intelligent decision-making. With InGenius for the Genesys Cloud™ platform, you get features like screen pop, click-to-dial, automated call logging and call reports. Join us on January 6th to learn how CTI can: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001ky7iQAA"] Meet the Speaker Keith Berg General Manager, Contact Center Productivity Upland Software Monthly Demo See Genesys Cloud in action: Predictive Engagement [cutoff co_thick="2px"][webinarschedulesingle]Making sure customers get to where they need to be is vital. In this live demo of the Genesys CloudTM platform, you’ll see how predictive engagement can influence web customers, invoke digital chat and use voice when escalations are required. This demo also covers: Web interactions and Genesys web widgets Digital chatting with an option to escalate to voice, on demand Personal script pages and more [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kzHZQAY"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry Webinar How to keep up with complex and evolving reporting requirements [cutoff co_thick="2px"]Thursday, December 17 at 8 AM PT Whether you’ve recently migrated to the cloud or made the move a while ago, you’ve probably identified gaps in your reporting and analytics. And you’re probably wondering how to bridge those gaps from your previous platform — while meeting changing reporting requirements. This is particularly true for enterprise environments with multiple reporting tools like Salesforce, Zendesk and more. In this webinar, you’ll learn how getting the right data — in real time — improves your position in the market. Together, eMite and Genesys make post-migration reporting seamless.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyzaQAA"] Meet the Speakers Lacey Emery National Director eMite Tyrel Jensen Senior Solutions Consultant eMite Genesys Webinar Genesys Innovations - Quarterly Webinar [webinarschedule][cutoff co_thick="2px"]65% of organizations will have shifted to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past, according to IDC. Change is inevitable but it doesn’t have to be hard. Creating the best customer experiences requires having the best solutions at your fingertips. Genesys continues to work hard to equip you with just that. Join us in this quarterly webinar to learn about our latest innovations and capabilities. Hear from Genesys product leaders about our latest enhancements across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, outbound and more. You’ll also hear how Genesys is delivering new capabilities that support our vision of Experience as a Service. We’ll dive into how these new capabilities and features can benefit your business and customer experiences today no matter what solution or deployment you’re on. Register now for this webinar to learn about: How innovation drives Experience as a Service What’s new in Genesys Cloud and Genesys Engage with its multicloud architecture How these innovations can positively impact your business [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyYZQAY"] Meet the Speakers Tejus Korde VP, Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys AppFoundry Webinar Overcoming remote agent challenges with active voice biometrics [cutoff co_thick="2px"]Tuesday, December 8 at 8:00 AM PT Contact centers managers across all verticals want technology that not only streamlines remote agent productivity but also enhances security. One way to do this is with active voice biometrics authentication that occurs in an IVR — before a caller is even transferred to an agent. In this webinar, we’ll explore how implementing automation, self-service and robust security practices removes the burden on remote agents — especially for routine inquiries, transactions and interactions. LumenVox Active Voice Authentication is compatible with the Genesys Cloud™ platform and enables a quick, convenient and secure contact center authentication strategy that will decrease agent handle time and increase containment.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kz3cQAA"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox Exclusive live demo webinar Take control of digital channels with predictive engagement [cutoff co_thick="2px"][webinarschedule]Website traffic is on the rise. So, prioritizing, engaging and personalizing every customer experience can be tricky. The right solution lets you monitor real-time web traffic to broaden customer journey data. And that means you can create experiences that drive business results in your contact center. In this live demo webinar, you’ll see how predictive capabilities give you the data needed to tailor customer experiences and drive results. The solution allows you to: Understand your customers Identify what your customers need to route to the best resources Know when to engage customers during their journeys on the most effective channel [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxqXQAQ"] Meet the Speakers Richard McCrossan Digital AI Sales Lead Genesys Joe Ciuffo Director, Product Marketing Genesys AppFoundry Webinar How voice technology changes the customer experience [cutoff co_thick="2px"]DECEMBER 1 AT 8:00 AM PT Voice technology is transforming the customer experience in the contact center for the better. Gone are the days when voice wasn’t accurate enough or available in enough languages. Having accurate any-context speech recognition at the foundation of your automation technologies can enhance and change the way you operate your contact center. And that can empower you to deliver exceptional customer experiences. In this webinar, Piet Knight from Speechmatics explains how voice technology is the future of enhanced customer experiences — and why you should look to integrate voice technology into your workflow today.[mktoform cta_header="REGISTER NOW" cta_button="Register today!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxvmQAA"] Meet the Speaker Pieter Knight Senior Executive Speechmatics Monthly Demo See Genesys Cloud in action: Accurately plan for 2021 with WEM [cutoff co_thick="2px"][webinarschedulesingle]Recognizing patterns from this year allows you to accurately plan for 2021. The artificial intelligence (AI)-powered forecasting engine in Genesys CloudTM Workforce Engagement Management capabilities uses seasonal, trend and stationary data to identify outliers and detect patterns. In this month’s Genesys Cloud demo, we’ll review everything you need to start 2021 on the right foot. We’ll discuss what forecasting is, why it’s important and, more importantly, how the Genesys AI-powered forecasting engine helps you prepare for what’s to come.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyVaQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys AppFoundry Webinar Improve efficiency with AI and automation in 2021 [cutoff co_thick="2px"]Wednesday, November 18, 2020 at 8 AM PT Contact centers struggle with efficiency in the new normal of remote work. According to McKinsey, agents spend 19% of their time looking for answers or tracking down help. And admins waste time managing and updating resources. In 2021, improved contact center ROI is as simple as eliminating the unnecessary steps it takes to find answers and manage information. Join our panel of experts to find out on how automation and intelligent integrations can improve efficiency and drive ROI. You’ll learn how: Artificial intelligence (AI) changes how contact centers operate remotely Next-generation AI is transforming chat, messenger and voice Agent-assist technology can save teams valuable hours of work per week [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyH9QAI"] Meet the Speakers Jim Whatton Vice President, Solution Consulting Genesys Dan Stoops Solutions Architect Genesys Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Solutions Architect Shelf Demo Webinar Integrate Microsoft Teams with Genesys Cloud Simplify communication and collaboration for great customer experiences [cutoff co_thick="2px"][webinarschedule]With more employees working from home, businesses must adapt. Keeping employees connected and engaged is a challenge. This has led to an uptick in collaboration tools like Microsoft Teams. The Genesys CloudTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences — from anywhere. In this on-demand demo, you’ll learn how a single collaboration interface can: Boost agent productivity Improve first-contact resolution Drive personalized experiences Build customer loyalty We’ll also highlight the native integration between Genesys Cloud and Microsoft Teams. And, for a limited time, you can get free integration of Microsoft Teams and the Genesys Cloud platform. Learn more.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kxdnQAA"] Meet the Speakers Chris Connolly Vice President, Solution Strategy Genesys Mike Ammerlaan Director, Product Marketing Microsoft 365 Ecosystem Trey Buck Senior Product Manager Genesys AppFoundry Webinar Enhance customer experience with improved audio performance [cutoff co_thick="2px"]NOVEMBER 4, 2020 AT 8AM PT Contact centers are transforming from their traditional agent structures, focusing on omnichannel and artificial intelligence (AI)-driven capabilities that improve customer satisfaction and loyalty. Still, voice continues to play an essential part in customer support, as most customers prefer the human interaction and feelings of empathy that AI don’t provide. Advanced headset technologies can improve both the customer experience and the well-being of contact center agents. In this webinar, we’ll cover the latest integration of EPOS headsets with the Genesys® PureConnect™ platform to learn the importance of active-noise cancellation in headsets. We’ll also dive into EPOS technologies like ActiveGard® and EPOS Manager to explore how these tools can help you manage, control and schedule software updates. Sign up for the webinar, “Enhance customer experience with improved audio performance” to learn how to create comfort and audio perfection in the hybrid workplace — and for remote workers.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCSQAY"] Meet the Speakers Jurate Beniulyte Head of Strategic Alliance EPOS Carsten Steffensen Global Technical Alliance Manager EPOS AppFoundry Webinar Reduce handle times and improve customer experience with instant video calls [cutoff co_thick="2px"]October 29, 2020 AT 8:00 AM PT Augmented reality (AR) video technology can empower agents to solve issues in half the time of traditional phone calls. Connect with customers instantly over video — without having to install an app or schedule a meeting. Whether you need to support a product, start an insurance claim or simply consult with remote patients, video can save time. Attend this webinar to learn how to implement video as a support channel and offer best-in-class support immediately. Video calls with your customers can reduce handle times and improve customer experience. See what your customer is seeing while using enhanced augmented reality (AR) features. Tethr It Now offers the fastest video connection for all devices through the Genesys CloudTM platform. After instantly connecting with your customers, your agents will have access to these features: AR live pointer AR picture capture AR annotations Co-browse capabilities Screen-share documents Ability to share/view photos taken on customer devices Ability to geolocate a device Three-way calling with another technical expert in your company Sign up now for the webinar to see why top companies choose video calling to provide best-in-class customer support.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCNQAY"] Meet the Speakers Sam Hampton CEO Tethr It Now James Richerson Principal Tethr It Now AppFoundry Webinar Maintain work-from-home productivity and compliance with remote monitoring [cutoff co_thick="2px"]October 22, 2020 AT 8:00 AM PT Contact centers managers must supervise agents to ensure productivity and engagement remain high — and that sensitive information is safe. But the shift to working from home has made this increasingly difficult. Agent Interact improves on-premises supervision and restores direct, visual monitoring of remote staff. It uses webcams and automated actions to deliver visual proof that team members are productive and adhering to compliance regulations — without taxing bandwidth. Agent Interact lets you: Protect sensitive data Maintain regulatory “clean desk” compliance Enhance productivity Enable team knowledge Facilitate onboarding Agent Interact is the only monitoring solution designed for global team supervision. It integrates with the Genesys Cloud™ platform and offers an alternative to Zoom and Google Meet.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kx9nQAA"] Meet the Speakers Matt Gabrielson President Trendzact John Dixon Client Success Trendzact Hui Wu-Curtis President/COO World Connection BPO Ian Roberts Director, Care Operations & Technology Quicken Analyst Webinar CCaaS in 2020: Trends informing the movement [cutoff co_thick="2px"][webinarschedule]Contact center as a service (CCaaS) has evolved into an essential part of every business. From enabling remote agents to facilitating cloud migration, to adding digital channels, there has been a push for flexibility, agility, scale and speed. The Integral Care of Travis County in Texas and Genesys are combining forces to lead the conversation on how a historically slow-to-change industry is evolving to meet customer and employee needs. Join guest speaker Art Schoeller, Vice President, Principal Analyst at Forrester Research, Sunila Levi, The CIO at The Integral Care of Travis County in Texas and Fernando Egea, Vice President, Strategic Solutions at Genesys to: Learn how the CCaaS landscape has changed Discover contact center solution buyer trends Hear considerations for moving your contact center to the cloud [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxWNQAY"] Meet the Speakers Guest Speaker: Art Schoeller VP, Principal Analyst Serving Application Development & Delivery Professionals Forrester Research Guest Speaker: Sunila Levi Chief Information Officer Integral Care Fernando Egea VP, Strategic Solutions Genesys AppFoundry Webinar Reinventing speech synthesis for personalized CX and brand [cutoff co_thick="2px"]AppFoundry On-demand Webinar Conversational AI and contact center customer experience (CX) personalization are challenging the conventional approach to speech synthesis (text-to-speech). Your digital assistants and virtual agents are your brand ambassadors and it’s time to move beyond synthetic voices that are stuck in one style, monotonic, off-the-shelf or unbranded. Learn how groundbreaking Speechmorphing speech synthesis technology and solutions can help you build your brand and elevate your customer experience with personalization.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG3QAI"] Meet the Speaker Shing Pan VP Marketing and Business Development Speechmorphing Webinar Bytes 5 things to consider when building chatbots [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Keep your customers happy, avoid the avalanche of interactions across channels and lower your costs to serve by deploying chatbots as a powerful tool to answer rising expectations. Learn to create chatbots that improve the customer experience, instead of increasing customer frustration. Meet your customers on every channel, at any time, without driving up costs or overwhelming your agents. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Product Marketing Director Genesys Torsten Moritz Service Owner Communication Systems Bosch Service Solutions [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,160 So maybe a short introduction, not about Bosch, I think 2 00:00:03,160 --> 00:00:07,610 you all are familiar with the company, most of you will have some dishwashers, 3 00:00:08,160 --> 00:00:12,430 other devices at your house. So Bosch is kind of a very huge company with multiple divisions. This is one of the reasons or one of 4 00:00:12,430 --> 00:00:28,080 the backgrounds we need to understand for our use cases. So one of the interesting story of Bosch is the amount 5 00:00:32,180 --> 00:00:54,010 of employees and what I outlined also, the amount of divisions we have. As it's on the first slide, I'm belonging to Bosch Service Solutions, which is an owned division. We are doing business process outsourcing, so we are on BPO provider for internal and external customers. So I 6 00:00:54,010 --> 00:00:57,240 wanted to give you the framework where we are working in and 7 00:00:57,240 --> 00:01:04,590 also how the Genesys platform fits into our business. So you're all familiar with 8 00:01:04,590 --> 00:01:07,930 Bosch so let's move over to my division, Bosch Service Solutions. I will then go over to the next slide, so Bosch Service Solutions started out of a called devices were 9 00:01:07,930 --> 00:01:41,589 delivered by Bosch and the missing part was the customer service. And out of this distribution become an a BPO provider, so the footprint is quite large. So the 10 00:01:41,589 --> 00:01:45,140 variety of different customers we have is quite big. So 11 00:01:47,310 --> 00:01:58,950 different countries, different divisions, different areas of consumer services, so 12 00:01:59,560 --> 00:02:07,130 that lead to a huge demand of diversity in our portfolio for our chatbots and other services we offer with the 13 00:02:07,130 --> 00:02:33,940 Genesys platform. So looking over to the different services we offer at our division, the area where we focus now with this webcast is the customer experience services. As you see different deliveries and they really, at the end, most likely covering all of your businesses, so we're doing a different 14 00:02:35,270 --> 00:02:38,730 business tenure but at the end, I think we're not 15 00:02:38,730 --> 00:02:42,070 BPO but we are covering most likely from the content, 16 00:02:42,070 --> 00:02:45,500 one of your businesses where you're from. So at the 17 00:02:45,500 --> 00:02:49,480 end, the things I'm trying to outline today are more 18 00:02:49,480 --> 00:02:52,880 general but it should be able for you to pick 19 00:02:52,880 --> 00:02:56,350 up or to reuse when you try to integrate both and 20 00:02:56,350 --> 00:03:00,899 be successful with this. One of the major topics next 21 00:03:00,899 --> 00:03:06,940 to the variety of areas is the amount of locations we're 22 00:03:06,940 --> 00:03:11,300 operating the Genesys platforms. On the bottom you can see 23 00:03:11,380 --> 00:03:15,880 a different location from our division and on 15 locations 24 00:03:16,510 --> 00:03:20,260 we're running the Genesys platforms. So out of this we have 25 00:03:20,890 --> 00:03:25,390 a huge demand of different requirements when it comes to 26 00:03:25,390 --> 00:03:41,740 legal requirements, local requirements and so on. The combination of these different source of have a huge impact on how we build up our platform and how we're pushed to deliver new functionalities and also adapt to the market. The name in our terms for the Genesys platform is Unified Communications platform and as 27 00:03:59,070 --> 00:04:20,840 I mentioned, 15 different locations all connected to one single platform and because of this customer demand, we're doing a lot of integrations to what's difference systems and also in distribution case, also different bot platforms. So I think that's kind of unique, most likely you will start with one bot and then try to build it up for your customers for this bot. In our case, we did multiple ones. AppFoundry Webinar Make quality and compliance certain, using AI, in a time of uncertainty [cutoff co_thick="2px"]Thursday October 1, 1:30 PM AEST (New South Wales) Managing a team has many moving parts, and the new COVID-19 norm of working from home has only increased these challenges. Delivering a great customer experience with remote agents takes a new level of clarity and insight to demystify the unknown. Revolutionary technology from Daisee provides automated analysis and insight of 100% of your customer interactions. It uses artificial intelligence (AI) and machine learning to automatically derive meaning within a conversation, accurately and in near-real time. Tune in to hear: How AI is being used to accurately automate the analysis of customer interactions How MYOB improved their sales effectiveness using Daisee and lifted CSAT and NPS scores How to apply automated quality assurance on every customer interaction with the Daisee App for Genesys Cloud Register now, and you'll also see the world’s first digital Programmable Scorecard™ from Daisee, and how it transforms 100% of your interaction data into action for your team.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG8QAI"] Meet the Speakers Richard Kimber CEO & Founder Daisee Steve Targus Contact Center Operations Manager MYOB MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,340 So first of all, let me introduce you to the 2 00:00:03,340 --> 00:00:10,980 research that we will be presenting today. In December, 2019 3 00:00:10,980 --> 00:00:15,230 and January, 2020, we conducted a global survey of about 4 00:00:15,290 --> 00:00:19,810 1000 AI leaders, C level executives, heads of sales and 5 00:00:19,810 --> 00:00:23,330 marketing all across the world, so in Latin America, North 6 00:00:23,330 --> 00:00:27,280 America, Europe, the middle East and Africa and Asia Pacific. 7 00:00:27,570 --> 00:00:29,780 And the questions that we asked them are here on your screen. 8 00:00:29,780 --> 00:00:33,620 So what is the status of AI adoption globally? And 9 00:00:33,620 --> 00:00:36,730 what are the leading use cases? What are the benefits 10 00:00:36,730 --> 00:00:39,830 that companies are seeing through AI adoption so far and 11 00:00:40,250 --> 00:00:43,430 what are some of the obstacles? And then lastly, the idea of 12 00:00:43,470 --> 00:00:47,020 data sharing. So how are companies looking at the data sets that 13 00:00:47,020 --> 00:00:50,950 they have thinking about the potential benefits that could be 14 00:00:50,950 --> 00:00:54,990 gained if they share that data with third parties and 15 00:00:54,990 --> 00:00:56,490 what would it mean? What would they need to see 16 00:00:56,490 --> 00:00:58,880 in order to jump into this new world of data 17 00:00:58,880 --> 00:01:03,280 sharing? So with that, let me dive straight into some 18 00:01:03,280 --> 00:01:07,740 of the results of the survey. So the headline finding 19 00:01:07,740 --> 00:01:12,030 is that of the large companies that we surveyed, by 20 00:01:12,030 --> 00:01:16,360 the end of 2019 about 87% said that they were 21 00:01:16,360 --> 00:01:20,620 using AI somewhere in their business operations and the chart 22 00:01:20,900 --> 00:01:25,120 that's on your slide here shows the industries that are 23 00:01:25,140 --> 00:01:29,789 perhaps furthest ahead in this AI journey. And we see 24 00:01:29,789 --> 00:01:35,730 that financial services has really high expectations of AI. The 25 00:01:35,730 --> 00:01:39,740 question is within three years, approximately what percentage of your 26 00:01:39,740 --> 00:01:43,700 business processes will use AI? So you can see financial 27 00:01:43,700 --> 00:01:47,480 services is the furthest ahead. And they just have so 28 00:01:47,480 --> 00:01:53,180 many use cases from customer processes to back office operations, 29 00:01:53,480 --> 00:01:58,730 to risk management, to portfolio management, to cybersecurity. So they're 30 00:01:58,730 --> 00:02:07,840 actually very mature in using AI in the business. So 31 00:02:07,840 --> 00:02:14,240 next we looked at what are the largest AI use 32 00:02:14,240 --> 00:02:19,130 cases globally. And we saw the lead finding is that 33 00:02:19,300 --> 00:02:23,950 quality control followed by customer care and support and cybersecurity 34 00:02:23,950 --> 00:02:29,360 are the leading use cases globally. And if we think 35 00:02:29,360 --> 00:02:34,410 about quality control, there are just so many different ways 36 00:02:35,050 --> 00:02:37,730 that might look like depending on what industry you're in, whether you're in 37 00:02:38,700 --> 00:02:42,770 pharma or manufacturing, you might be using a different array 38 00:02:42,820 --> 00:02:46,270 of AI technologies for that use case, but that is 39 00:02:46,270 --> 00:02:47,360 the leading use case Webinar Bytes Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTkxMyUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxMTQ0OSUyNm1vbWVudElkcyUzRDExNDUxJTI2bW9tZW50SWRzJTNEMTE0NjAlMjZtb21lbnRJZHMlM0QxMTQ1MyUyNm1vbWVudElkcyUzRDExNDU1JTI2bW9tZW50SWRzJTNEMTE0NTglMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFJTBBJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwOffering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. Watch the full webinar by clicking this link.[cutoff] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Solution Strategy Genesys [cutoff]1 00:00:00,000 --> 00:00:02,830 we're going to look at some Insights from IDC, what the world 2 00:00:02,830 --> 00:00:05,750 looks like today, and really looking at how we unlock 3 00:00:05,750 --> 00:00:10,000 the power of artificial intelligence, and apply that in in 4 00:00:10,000 --> 00:00:14,540 Contact Center specifically. We're also going to have a panel discussion and please 5 00:00:14,540 --> 00:00:16,520 feel free to ask us questions now, or if you've 6 00:00:16,670 --> 00:00:18,770 got something that's on your mind, put under the Q& 7 00:00:18,770 --> 00:00:20,520 A window, because we're going to get to it very, 8 00:00:20,520 --> 00:00:23,780 very soon. We also want to talk about some of the things that 9 00:00:23,780 --> 00:00:26,690 you can do right away to improve your customer experience 10 00:00:26,760 --> 00:00:30,490 using artificial intelligence. As per our research across most industries, 11 00:00:30,690 --> 00:00:34,350 brands of all sizes have started to push heavily towards 12 00:00:34,390 --> 00:00:38,660 increased automation in their customer service, as well as employee 13 00:00:38,660 --> 00:00:47,340 self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" Most 14 00:00:47,370 --> 00:00:50,740 of these brands are now looking for conversational AI as one 15 00:00:50,740 --> 00:00:55,220 of the key drivers for that automation. And as conversational 16 00:00:55,420 --> 00:00:59,650 AI allows brands to use natural language processing and machine 17 00:00:59,650 --> 00:01:03,590 learning- based tools, to support both their customers and the 18 00:01:03,590 --> 00:01:10,510 agents who support these customers. And the conversational AI chatbots and voicebots, 19 00:01:10,980 --> 00:01:14,490 they're more sophisticated these days. But before I move on 20 00:01:14,490 --> 00:01:16,670 to the next slide, another very interesting stat that I 21 00:01:16,670 --> 00:01:19,470 want to share here is that we spend a lot 22 00:01:19,470 --> 00:01:21,800 of time talking to the end users and don't worry, 23 00:01:21,800 --> 00:01:25,490 there's still research as well, that what is really coming 24 00:01:25,490 --> 00:01:28,190 up and shaping up in addition to just the voicebots 25 00:01:28,190 --> 00:01:33,280 and chatbots is the computer vision effect to it. The computer vision 26 00:01:33,280 --> 00:01:37,420 has become more mature with image recognition achieving significant improvements. 27 00:01:37,530 --> 00:01:41,320 Thanks to deep learning techniques, computer vision, and CRM is 28 00:01:41,320 --> 00:01:45,050 very early stage. I guess, again, coming back to current 29 00:01:45,400 --> 00:01:51,270 times and the research that you've seen, how will the Contact Centers adapt in to the modern world and 30 00:01:51,270 --> 00:01:58,260 the things that are going on today? Absolutely. It's not an easy thing, but I always love 31 00:01:58,260 --> 00:02:01,130 to say this, " There's no choice." Customers have to do 32 00:02:01,130 --> 00:02:05,910 this in order to be innovative, providing, improving on the 33 00:02:05,910 --> 00:02:09,730 customer experience, but at the same time, not compromising on 34 00:02:09,730 --> 00:02:12,650 the operational efficiency. And it's a great balance that customers 35 00:02:12,650 --> 00:02:16,490 need to do. I was going to say, the business driver, what we're seeing is, now 36 00:02:16,490 --> 00:02:20,400 the customer will come and first think about operational efficiency, cost reduction 37 00:02:20,400 --> 00:02:22,710 are the first thing they have in mind. But the 38 00:02:22,740 --> 00:02:26,590 reality is, when you start doing a Contact Center and 39 00:02:26,590 --> 00:02:29,730 put Contact Center AI in your Contact Center, you're really 40 00:02:29,730 --> 00:02:33,280 transforming your customer experience across all channels. And the business 41 00:02:33,280 --> 00:02:36,560 drivers to provide a coherent experience when you're on chat, 42 00:02:36,610 --> 00:02:38,390 when you're on voice, when you're on your web, or 43 00:02:38,390 --> 00:02:42,730 your mobile app, where the engine behind it, the AI 44 00:02:42,730 --> 00:02:46,070 behind is able to manage across those channels, switch channels, understand 45 00:02:46,480 --> 00:02:49,170 what was said, the context, the past history, et cetera, 46 00:02:49,350 --> 00:02:53,850 and provide you a unique voice for the company to 47 00:02:53,850 --> 00:02:57,730 that customer or that user, if talk about organizations. I 48 00:02:57,730 --> 00:03:01,090 want to maybe echo something that you said there, about providing 49 00:03:01,760 --> 00:03:05,510 empathetic customer experiences. And now more than ever, I feel 50 00:03:05,510 --> 00:03:08,200 like we need to have empathy for our fellow human. 51 00:03:08,230 --> 00:03:12,060 We're all going through something we know this is a generational thing. 52 00:03:12,670 --> 00:03:16,600 Something we haven't seen in many generations. So, what we're 53 00:03:16,860 --> 00:03:23,140 experiencing now is different, but crisis creates opportunity. And we're 54 00:03:23,140 --> 00:03:26,810 also seeing that this is actually being a bit of 55 00:03:26,810 --> 00:03:29,800 a non dialogue, as you said, Ritu, to some of 56 00:03:29,800 --> 00:03:36,790 the applications of AI. I An Agent Assist as you 57 00:03:36,790 --> 00:03:39,150 said, is a little newer in it's technology, but it's 58 00:03:39,150 --> 00:03:42,570 really a breakthrough that's been enabled by the advent of 59 00:03:42,570 --> 00:03:45,170 voice and speech to text in particular, speech to text 60 00:03:45,260 --> 00:03:52,170 technologies. Google has a long history of trying to understand 61 00:03:52,170 --> 00:03:55,830 speech either through understanding YouTube videos, to be able to 62 00:03:55,830 --> 00:03:59,610 search them and remove hate speech in YouTube videos. Either 63 00:03:59,610 --> 00:04:03,090 through a Google Home Assistant, and understand all the requests 64 00:04:03,090 --> 00:04:05,930 from users, that's millions and millions of requests every year. 65 00:04:07,530 --> 00:04:12,360 And also through transcription of voice messages on phone. You 66 00:04:12,360 --> 00:04:16,080 have Google voice and you can do your voicemail transcription. 67 00:04:16,080 --> 00:04:19,380 Genesys has some artificial intelligence technology on its own with something 68 00:04:19,380 --> 00:04:22,110 we call Predictive Web Engagement, that allows you to engage 69 00:04:22,110 --> 00:04:25,140 customers based on all of the data that we know 70 00:04:25,140 --> 00:04:27,430 and drive them to an experience that is very best 71 00:04:27,430 --> 00:04:32,620 for them. Sometimes that's a human. Sometimes that's a piece of content. Other times that's a 72 00:04:32,620 --> 00:04:36,600 bot. And using that upfront decision logic in an orchestration, 73 00:04:36,770 --> 00:04:40,410 we can really optimize that end to end customer experience 74 00:04:40,570 --> 00:04:42,930 and bring in the technology at the right time. Monthly Demo See Genesys Cloud in action: Level up employee engagement with gamification [cutoff co_thick="2px"][webinarschedulesingle]Competition, collaboration, achievement and recognition can all be natural motivators. When used in the contact center, gamification tools zero in on these intrinsic motivations, focusing on agent behavior and playing to specific strengths. Plus, gamification tools are intuitive and easy to use — you can install and use them in a matter of days. Join us for the upcoming Genesys Cloud Demo, where we walk through using gamification in the call center. See how these tools work for agents and team leads. Learn how to boost customer experience and employee satisfaction with gamification tools.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwsXQAQ"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys Analyst Webinar Top five ways to prepare your contact center for a post-pandemic world [cutoff co_thick="2px"][webinarschedule]Recent months have been about survival. But now, it’s time to look at how to further optimize your contact center for everything that comes next. Join Ken Landoline, Principal Analyst of Customer Engagement at Omdia, and Jason Alley, Senior Director of Product Marketing at Genesys, to learn how you can optimize your call center technology and build high-performance teams — whether they’re working from home, in the office or a mix of both. You’ll walk away empowered to take your contact center to the next stage and you’ll gain a deeper understanding in how to: Optimize your business processes and foster greater collaboration across remote and in-office teams Build high-performing teams with tools that deliver exceptional experiences across all channels Set up your teams for success with better performance management and coaching [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwN9QAI"] Meet the Speakers Jason Alley Senior Director, Product Marketing Genesys Ken Landoline Principal Analyst, Customer Engagement Omdia AppFoundry Webinar A look at voice biometrics and why you should care [cutoff co_thick="2px"]Customers expect good service that predicts their needs and delivers on their expectations. And they look to contact center agents for answers. But those agents need to be sure they're speaking with the actual customer they should be speaking with — over the phone. This makes fraud reduction a top priority — and this is where voice biometrics comes in. As major financial institutions, healthcare providers and government agencies turn to active voice authentication to verify claimed identities over vulnerable voice channels, the growth of voice biometrics is exponential. Join us on Tuesday, September 22, 2020 at 8 AM PT, for a webinar that explores the world of voice. Learn what makes voice biometrics so user-friendly, verticals of adoption, compatibility with the Genesys Cloud™ platform, sales tactics and available resources. With LumenVox Active Voice Authentication technology, ensure you are providing a quick, convenient and secure authentication strategy to make your customers' contact center shine.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwFyQAI"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox On-Demand Webinar Game on: Engage your at-home workforce [cutoff co_thick="2px"][webinarschedulesingle]Now more than ever, you need the right tools to adapt to change, manage your workforce and keep employee morale and productivity high. Join us as we kick off the Genesys gamification enablement series and learn how to get the most out of Genesys Cloud Workforce Engagement Management (WEM). Challenge yourself to up-level your operations, employee engagement and customer satisfaction. Hear from Genesys experts and customers on how to: Take advantage of the advanced (WEM) tools in Genesys Cloud Motivate your remote employees and boost performance by introducing gamification Earn GCAP points and badges through the Genesys Gamification Event Series Use the Genesys Community to get answers, access the latest resources and connect with peers to discuss everything WEM To take full advantage of all WEM has to offer, learn more about our 60-day free trial.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kwDxQAI"] Meet the Speakers Merijn te Booij Genesys Cloud General Manager, Employee Engagement Solutions Genesys Pascal Leclerc Director, Solutions Genesys Marcela Areiza Product Marketing Manager Genesys AppFoundry Webinar How to turbocharge your employee experience with data-led gamification [cutoff co_thick="2px"]Thursday, September 3, 2020 at 8 AM PDT With so many people working from home, it’s more important than ever to turbocharge your employee experience. Your business must produce repeatable and consistent customer experiences even as employee needs and customer demands continue to grow and change exponentially. Engaging your agents means building a culture of the right governance, affinity and connectedness. Attend this webcast to see how the Datagamz solution combines the science of actionable insights and gamification to bridge the gaps between employee experience and customer experience. You'll learn how to: Use Datagamz Analytics tool to draw actionable insights and identify gaps between employee and customer experience Deliver great customer experience by maintaining employee experience using gamification techniques Maintain agent and management connectedness using Datagamz TV broadcasts and game narratives [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9i0QAA"] Meet the Speakers Kunal Rahalkar CEO Datagamz Nadine Power Head of Product Engineering Datagamz Demo Webinar [this_page_title] [webinarschedulesingle][cutoff co_thick="2px"]It’s estimated that by 2022, there will be 28.5% more real-time interactions than there are today. The only way for many businesses to manage this is with modern technology. Bridge the service gap with bots to automate basic tasks and ease the burden on agents, and you’ll handle more interactions without sacrificing customer experience. Artificial intelligence (AI)-powered chatbots let your business connect with customers at exactly the right time. So, callers can use self-service for simple issues and your agents are freed up to handle more complex interactions. In our August Genesys CloudTM Demo, you’ll see the new Genesys Dialog Engine. Learn how bots are managed in Genesys Cloud and how they integrate with other systems. Plus, we’ll build a bot, test it and publish it in real time. Join us to see how Genesys Cloud prepares you for the future.[mktoform cta_header="REGISTER NOW!" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001kvmXQAQ"] Meet the Speaker JJ Earle-Henson Sr. Strategic Sales Consultant Genesys Innovations Webinar Genesys innovations — what’s new [cutoff co_thick="2px"]To create the best customer experiences you need the best solutions. Genesys continues to innovate across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, and outbound to give you more. Join Genesys product leaders for a quarterly webinar to learn about recent innovations and capabilities. They’ll dive into how these new capabilities and features can benefit your business and customer experiences — no matter what solution you use. Register now for this webinar to learn: What’s new in the Genesys CloudTM and Genesys EngageTM solutions How these innovations benefit your business The Genesys innovation strategy and what’s to come [webinarschedule] Plan ahead with our short agenda: General session: Key capabilities and innovations – Janelle Dieken, SVP, Product Marketing Solutions breakouts (held concurrently after general session) Genesys Cloud spotlight – Mike Szilagyi, SVP, Product Management Genesys Engage spotlight – Tod Famous, VP, Product Management, Genesys Engage [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" form_p_target="custom" cms_hold="RG" cid_id="7011T000001t9j3QAA" url="https://www.genesys.com/webinars/genesys-innovations-whats-new-thank-you-page"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP Product Management, Engage Genesys AppFoundry Webinar Using data to drive agent performance [cutoff co_thick="2px"]Wednesday, August 26, 2020 at 8 AM PDT The novel coronavirus pandemic turned our world upside down. And you likely had to execute a quick, emergency plan to get your contact center agents the technology and resources necessary to work from home. Now that employees are settled into this new working dynamic, it’s time to measure performance. In the contact center, better agent performance leads to agent satisfaction — and that, ultimately, improves the customer experience. Agent scorecards give your managers and team leaders the performance insights they need – without the grind of manually pulling together the data. In this webinar, you’ll learn which data points to measure to gauge agent performance. Join us on August 26th to find out how the Brightmetrics Agent Balanced Scorecard helps you save time pulling the most useful data to improve your agents’ performance.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9aaQAA"] Meet the Speaker Matt Beatty EVP of Sales and Marketing Brightmetrics On-Demand Webinar The psychology of motivating contact center employees [cutoff co_thick="2px"][webinarschedulesingle]There has been a lot of compelling research that explores the ties between psychology and the effects of employee recognition on business results. Now you can use technology to put that research into action for your contact center. In this webinar, you’ll learn: What the latest psychological research says about motivating your contact center employees What demotivates employees more than anything else How to use contact center technology to keep employees engaged and motivated through gamification and regular recognition [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t94oQAA"] Meet the Speakers Randy Carter Product Marketing Architect Genesys Pascal Leclerc Director, Solutions Genesys Frank Pettinato CEO Avantive Solutions [this_page_title] [cutoff co_thick="2px"]Part of what keeps your brand on top is the technology stack you've built to deliver on your company's customer service experience. But if that tech stack is lacking a clear path to cloud built with proprietary systems, locked into single-vendor solutions, propped up by forklift upgrades it will not meet the challenges of today's dynamic service environment. In this keynote session, John Hernandez will share insights from top brands who have found security in flexibility. Follow their unique multicloud paths to contact center software deployments that improve customer experience and workforce engagement. You'll walk away with clear options to bring flexibility and control to your technology stack.[mktoform cta_header="Watch the keynote" cta_button="Watch on-demand now" cms_hold="RG" cid_id="7011T000001kwZoQAI"] Meet the Speaker John Hernandez SVP and General Manager, Genesys Engage On-Demand Webinar Straight talk on end of support Expert advice on your contact center options [cutoff co_thick="2px"][webinarschedulesingle]If the technology that powers your contact center is nearing End of Manufacturer Support (EoMS), this will likely change the way you operate. It’s an opportunity to review your on-premises vs. cloud strategy, address security and compliance risk, and gain flexibility and resiliency to deal with unexpected business disruptions like Covid-19. Join independent industry consultant Steve Leaden, Founder and President, Leaden Associates, Inc and Fernando Egea, Vice President, Sales Strategy at Genesys to hear straight talk on what you need to know now to: Evaluate your options Imagine what’s possible Assess your current state Define a realistic path to close the gap and achieve measurable results [mktoform cta_header="Explore your options" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t9LpQAI"] Meet the Speakers Steve Leaden Founder and President Leaden Associates, Inc. Fernando Egea Vice President, Sales Strategy Genesys Monthly Demo See Genesys Cloud in action: Salesforce Integrations [cutoff co_thick="2px"][webinarschedulesingle]Give your agents the CRM database information they need to serve your customers – without having to move between applications. Eliminate the time spent changing from one application to another during an interaction that frustrates customers and puts you and your agents in a tough spot. With the Genesys CloudTM solution, you can easily integrate with third-party applications like Salesforce so agents can reference customer information in the middle of an interaction — without leaving the platform. During the July Genesys Cloud demo, learn more about the Salesforce integration, including: How to embed Genesys Cloud into Salesforce Screen-pop cases based on an IVR selection Logging new records into Salesforce or combining them with existing records Creating cases upon receipt of a customer email How to integrate with Salesforce Einstein (AI) for keyword FAQs from webchat interactions [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t9B1QAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Analyst Webinar Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability [cutoff co_thick="2px"][webinarschedule]Offering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. You’ll also learn: Top three actions to improve the customer experience Primary business drivers and measured benefits of using AI for customer service How contact center AI can increase customer satisfaction, empower human agents and augment business insights [cutoff co_thick="2px"]1 00:00:05,040 --> 00:00:08,530 Good morning, evening, and afternoon everyone. This is Josh Reed 2 00:00:08,530 --> 00:00:11,010 from the digital events team here at Genesys, and let me be 3 00:00:11,010 --> 00:00:14,400 the first to welcome you all to today's webcast, Unlock 4 00:00:14,400 --> 00:00:18,810 the Transformative Power of AI for Contact Centers. As we 5 00:00:18,810 --> 00:00:20,510 always do, we're going to start off with a couple 6 00:00:20,510 --> 00:00:23,690 of brief housekeeping items. First off, if you experience any 7 00:00:23,690 --> 00:00:27,040 problems with viewing or listening to today's webcast, refresh your 8 00:00:27,040 --> 00:00:28,730 browser and make sure that it's up to date to 9 00:00:28,730 --> 00:00:33,090 support HTML5, as it usually fixes any console issues. Also, 10 00:00:33,090 --> 00:00:35,480 if you're having trouble seeing any of the windows, either 11 00:00:35,480 --> 00:00:38,070 the slide window or the webcam window, you can enlarge 12 00:00:38,070 --> 00:00:41,240 that window by dragging one of the corners and enlarging 13 00:00:41,240 --> 00:00:45,380 them in real time. And please note that this is an interactive 14 00:00:45,380 --> 00:00:48,650 experience between you and our three panelists today. Feel free 15 00:00:48,650 --> 00:00:51,180 to throw questions into the Q&A window, and we'll answer as 16 00:00:51,180 --> 00:00:53,830 many as we can at the end of our presentation 17 00:00:53,830 --> 00:00:57,920 today. However, sometimes as it does, if time gets away 18 00:00:57,920 --> 00:01:00,120 from us and we aren't able to read your question 19 00:01:00,120 --> 00:01:03,630 aloud during our live Q& A, will actually follow up 20 00:01:03,630 --> 00:01:05,990 with you via email within the next few business days. 21 00:01:07,280 --> 00:01:09,750 And also note, if you have to jump early or 22 00:01:09,820 --> 00:01:11,870 for any reason you feel like you're running out of 23 00:01:11,870 --> 00:01:14,870 time, don't worry. We actually are recording this. You'll receive 24 00:01:14,870 --> 00:01:18,410 an on- demand recording link via ON24 within the next few 25 00:01:18,410 --> 00:01:22,240 business days. So just be on the lookout for that. And also, 26 00:01:22,240 --> 00:01:26,050 we have a resource list here below the Q&A window. You 27 00:01:26,050 --> 00:01:28,950 can actually access those resources at any time during the 28 00:01:28,950 --> 00:01:30,740 webcast. It will open up in a new tab in 29 00:01:30,740 --> 00:01:32,500 your browser, and they won't take you away from the 30 00:01:32,500 --> 00:01:36,640 webcast. But these resources expand on today's topic of AI 31 00:01:36,640 --> 00:01:40,700 in Contact Centers. Also, we encourage you to participate in 32 00:01:40,700 --> 00:01:43,930 our brief survey. That's the last icon on the left of 33 00:01:43,930 --> 00:01:46,230 your widget bar. We'd love to collect your feedback on 34 00:01:46,230 --> 00:01:49,280 today's presentation so that we can tailor these webcasts to 35 00:01:49,280 --> 00:01:53,240 what you want to hear in the future. And as I 36 00:01:53,240 --> 00:01:56,470 always say, short and sweet. Today, we have three excellent 37 00:01:56,470 --> 00:02:00,430 presenters excited to discuss how AI- powered chatbots and voicebots can 38 00:02:00,430 --> 00:02:04,150 achieve customer experience sustainability. With that being said, I'm actually 39 00:02:04,150 --> 00:02:06,400 going to hand things off to our moderator today, Chris 40 00:02:06,400 --> 00:02:09,910 Connolly. Chris, the floor is yours. Thanks, Josh. And good 41 00:02:09,910 --> 00:02:13,390 morning, good afternoon, good evening, wherever you are in the world. We've got a pretty exciting agenda that we're 42 00:02:15,110 --> 00:02:17,020 going to share with you today. But first, I want 43 00:02:17,020 --> 00:02:22,090 to introduce some of our speakers. You might have met them before. If not, you're going to hear from them today. First 44 00:02:22,090 --> 00:02:27,870 is, Antony Passemard. He's the Head of Applied Conversational AI at 45 00:02:28,200 --> 00:02:33,440 Google, looking after Contact Center AI. He's presented with us before, and we're 46 00:02:33,540 --> 00:02:36,830 very lucky to have him back today to talk about some the innovations and 47 00:02:36,830 --> 00:02:45,510 evolutions of this space. Including that is, Ritu Jyoti, who's the Vice President of Artificial Research 48 00:02:45,570 --> 00:02:49,580 at IDC. Welcome, both of you. And myself, Chris Connolly, 49 00:02:49,930 --> 00:02:54,060 Vice President of Product Marketing here at Genesys. If we're looking at 50 00:02:54,060 --> 00:02:58,060 our agenda, we're going to look at some Insights from IDC, what the 51 00:02:58,060 --> 00:03:00,820 world looks like today, and really looking at how we 52 00:03:00,840 --> 00:03:05,500 unlock the power of artificial intelligence, and apply that in in 53 00:03:05,500 --> 00:03:10,280 Contact Center specifically. We're also going to have a panel discussion and please feel 54 00:03:10,280 --> 00:03:12,430 free to ask us questions now, or if you've got something 55 00:03:12,430 --> 00:03:15,170 that's on your mind, put under the Q& A window, because 56 00:03:15,170 --> 00:03:17,440 we're going to get to it very, very soon. We 57 00:03:17,440 --> 00:03:20,510 also want to talk about some of the things that you can do right away 58 00:03:20,510 --> 00:03:24,530 to improve your customer experience using artificial intelligence. And we're going to 59 00:03:24,530 --> 00:03:27,390 recap on some of the key takeaways from the research, and some of the 60 00:03:27,960 --> 00:03:31,610 experience from Genesys and Google in implementing this technology in the 61 00:03:31,610 --> 00:03:34,090 real world. And then lastly, we want to hear from 62 00:03:34,090 --> 00:03:37,610 you. So, if there are any questions, please, as Josh 63 00:03:37,610 --> 00:03:52,600 said, put them in the Q&A window, we will get to them live. So with that, thanks for kicking off. And I'm going to head over to Ritu Jyoti from IDC. Welcome, Ritu. Thank you, Chris. Hello, everyone. Pleasure to be 64 00:03:52,600 --> 00:03:57,650 a part of this webinar today. Before we delve into some cool 65 00:03:57,720 --> 00:04:00,840 insights that we got from a joint study we did 66 00:04:00,840 --> 00:04:04,950 together earlier this year in May 2020, let me first level 67 00:04:04,950 --> 00:04:08,640 set the stage here. We all know today that customers no 68 00:04:08,640 --> 00:04:13,240 longer base their loyalty on price or product. Instead, they 69 00:04:13,240 --> 00:04:16,520 stay loyal with companies due to the experience they receive. Customer 70 00:04:17,620 --> 00:04:22,360 experience has fast become a top priority for businesses, and 71 00:04:22,360 --> 00:04:26,530 often 24 by seven customer support is more important than ever, 72 00:04:27,040 --> 00:04:31,250 especially during these uncertain times. As per our research across 73 00:04:31,240 --> 00:04:35,300 most industries, brands of all sizes have started to push 74 00:04:35,330 --> 00:04:39,950 heavily towards increased automation in their customer service, as well as 75 00:04:39,950 --> 00:04:47,810 employee self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" 76 00:04:48,680 --> 00:04:52,460 Most of these brands are now looking for conversational AI as one 77 00:04:52,460 --> 00:04:57,880 of the key drivers for that automation. And as conversational AI allows 78 00:04:57,880 --> 00:05:02,020 brands to use natural language processing and machine learning- based 79 00:05:02,060 --> 00:05:06,560 tools, to support both their customers and the agents who support these 80 00:05:06,910 --> 00:05:14,700 customers. And the conversational AI chatbots and voicebots, they're more sophisticated 81 00:05:14,800 --> 00:05:20,480 these days. They incorporate bias and explainability, and exploit natural language for general 82 00:05:20,850 --> 00:05:24,860 question and answer capability. What we did earlier this year 83 00:05:24,860 --> 00:05:28,230 is that we run a joint study, and the study was 84 00:05:28,230 --> 00:05:32,960 focused on understanding what is the value of Contact Center AI. And for 85 00:05:33,260 --> 00:05:36,670 the suggested study, we wanted to validate the benefits of 86 00:05:36,670 --> 00:05:40,800 Contact Center AI in enterprises, what's the business ROI, What 87 00:05:40,800 --> 00:05:47,920 is the improved customer experience metric? How does it help the customer service agent 88 00:05:47,920 --> 00:05:51,410 efficiency? And before I get into the stack, let me just 89 00:05:51,410 --> 00:05:54,180 quickly walk you through some of the demographics of this study. 90 00:05:55,220 --> 00:05:59,850 We run a global study, it constitutes about 407 organizations worldwide. 50% were from 91 00:05:59,850 --> 00:06:06,020 U. S. and Canada, 25% they're from France and UK, and the 92 00:06:06,020 --> 00:06:10,610 remaining 26% were from Australia, India, Philippines, and Japan. We had 93 00:06:10,610 --> 00:06:13,070 a good mix of the industry. We had folks from 94 00:06:13,070 --> 00:06:18,120 financial institutions, insurance, telecommunications, and the rest of the industry. 95 00:06:18,160 --> 00:06:23,300 We made sure that these were polling or surveying, so folks 96 00:06:23,300 --> 00:06:26,620 who had the decision of quality. We had a good 97 00:06:26,620 --> 00:06:31,150 balance of companies of different sizes, as well as different 98 00:06:31,170 --> 00:06:34,080 types of customer handling formats. The people who were having 99 00:06:34,080 --> 00:06:38,160 internal Contact Center, or have an external Contact Center, as well as some 100 00:06:38,480 --> 00:06:41,350 internal customer service functions. And they had a broad range 101 00:06:41,350 --> 00:06:46,410 of respondents from different levels of customer service agents, starting 102 00:06:46,410 --> 00:06:56,320 from as small as 20 customer service agents. With that, let me, before 103 00:06:56,320 --> 00:07:00,150 level- set, that what we're seeing in terms of what 104 00:07:00,150 --> 00:07:03,910 is the three AI- driven competence that are transforming the Contact Center 105 00:07:04,770 --> 00:07:08,170 today? There are three competence. The first is the virtual agent, the 106 00:07:08,170 --> 00:07:14,790 second is the Agent Assist, and the third is the Insight. Virtual agent is basically a platform for creating voicebot 107 00:07:14,830 --> 00:07:20,410 and chatbot to automate customer interactions with voice or text, 108 00:07:20,860 --> 00:07:24,730 and the conversation to a live agent when the bot 109 00:07:24,730 --> 00:07:28,140 is unable to help a customer. So that's the first one. The 110 00:07:28,140 --> 00:07:31,380 second one is that an Agent Assist. It is a 111 00:07:31,380 --> 00:07:35,930 platform that integrates into the agent desktop, which uses AI to 112 00:07:35,930 --> 00:07:40,270 augment agent interactions with customers in the real time, and 113 00:07:40,270 --> 00:07:45,300 provide tone- by- tone guidance not to of relevant knowledge 114 00:07:45,300 --> 00:07:51,360 bases. It really, really help the agent become more efficient, it's augmentation of AI capability. 115 00:07:51,950 --> 00:07:55,250 And the third one is Insight. It's basically a module 116 00:07:56,110 --> 00:07:59,850 which uses natural language processing to identify the call center. " 117 00:08:00,460 --> 00:08:03,860 Why did the customer call? What were the call drivers? What 118 00:08:03,860 --> 00:08:07,890 was the sentiment?" And this helps the Contact Center managers learn about 119 00:08:07,890 --> 00:08:16,430 customer interaction, and improve call outcomes. How has CAST 2020 changed customer service? 120 00:08:16,790 --> 00:08:19,030 We all know what's going on in the industry today. 121 00:08:19,060 --> 00:08:25,450 And when we asked them what were the top difficulties that they were facing adjusting to 122 00:08:25,450 --> 00:08:30,220 the new stay at home mandate, not as surprise, but 39% of the 123 00:08:30,220 --> 00:08:34,080 respondents, the demographics that I just shared with you, they 124 00:08:34,080 --> 00:08:37,370 shared that they had higher than usual call volumes, and 125 00:08:37,370 --> 00:08:41,400 we all know the reasons why. But in addition to 126 00:08:41,400 --> 00:08:44,980 that, the situation that really compounded the problem was that there 127 00:08:45,740 --> 00:08:49,820 was fewer agents available. 43% of them reported that they 128 00:08:49,820 --> 00:08:53,790 had a few number of agents available to this part of this 129 00:08:53,790 --> 00:08:57,680 higher than usual call volumes. Partly some of them were 130 00:08:58,080 --> 00:09:03,840 reporting sick, or they were not able to respond to the work because of the changing dynamics, as well as, because of a 131 00:09:04,100 --> 00:09:13,200 more than usual call volumes. They did not even prepare to that level of number of ratio of the agents needed to support that kind of call volume. This is specifically interesting. With 132 00:09:13,200 --> 00:09:24,560 that, I'm going to. Yeah, Chris. these are really interesting stats. 133 00:09:24,630 --> 00:09:27,690 2020 has been an interesting year for all of us. 134 00:09:28,330 --> 00:09:31,090 So, if we look at those stats that Ritu just presented, we're 135 00:09:31,090 --> 00:09:36,430 curious about you, what are you seeing in your world, whether it's in your 136 00:09:36,710 --> 00:09:39,870 Contact Center, if you operate one or in your clients, 137 00:09:39,870 --> 00:09:42,730 if you're a partner of ours or you're helping operate 138 00:09:42,730 --> 00:09:46,490 a Contact Center? And are you seeing the increase in 139 00:09:46,490 --> 00:09:50,690 chat and call volumes, or are you seeing a decline? I'll give 140 00:09:50,690 --> 00:09:52,610 that a few more seconds to get a few more 141 00:09:52,610 --> 00:09:57,630 responses. But I'm particularly curious to see what results we 142 00:09:57,630 --> 00:10:02,220 get off the back ends here. I'll give that one 143 00:10:02,220 --> 00:10:07,200 or two more seconds. All right. Well, Ritu you couldn't 144 00:10:07,330 --> 00:10:11,210 be more right. Your research confirms exactly what our audience 145 00:10:11,210 --> 00:10:17,180 is seeing as well, with I guess unsurprisingly 81% are saying, " Have you 146 00:10:17,180 --> 00:10:20,500 seen an increase in call and chat volumes in 2020?" And 147 00:10:20,500 --> 00:10:25,160 that presents unique business challenges. How do you handle that 148 00:10:25,160 --> 00:10:29,790 increase in call volume, or interaction volume, or chat volume, 149 00:10:30,730 --> 00:10:40,840 just with the same resources that you have at the moment? So Ritu, leaving on a little bit here in terms of being prepared for that stay at home mandate 150 00:10:40,840 --> 00:10:43,840 that a lot of us have seen, what have you seen in the research 151 00:10:43,880 --> 00:10:50,010 in financial services? Yeah, I think the most important point to level set here is that 152 00:10:50,050 --> 00:10:53,590 the dynamics are changing dramatically. The survey we conducted was 153 00:10:53,590 --> 00:10:58,250 in the month of May 2020, and three months has changed quite a 154 00:10:58,250 --> 00:11:00,780 lot of the situation, but we caught this into right 155 00:11:00,780 --> 00:11:04,030 in the middle of COVID situation. And when the stay at 156 00:11:04,110 --> 00:11:07,290 home mandates are down, not a surprise to us, but 157 00:11:07,810 --> 00:11:13,370 I'm very well prepared with only one respondent. And I'm not 158 00:11:13,370 --> 00:11:15,230 surprised to see the other part of the results that 159 00:11:15,230 --> 00:11:18,270 I share this in the slide is that, the financial services in 160 00:11:18,270 --> 00:11:21,170 U. S. organizations were the best prepared. So you might 161 00:11:21,540 --> 00:11:24,930 sit and think, " What led to this?" And IDC as 162 00:11:24,930 --> 00:11:27,810 a research firm, we spend a lot of time advising our end 163 00:11:27,810 --> 00:11:32,250 users on what they really need to do. The correlation 164 00:11:32,250 --> 00:11:36,320 here is that the organizations who were born digitally transformed, 165 00:11:36,820 --> 00:11:40,790 they're higher stages of maturity, of digital transformation, they were 166 00:11:40,790 --> 00:11:45,290 definitely well prepared. And you can see that there was a direct correlation between 167 00:11:45,360 --> 00:11:48,990 that, and even the financial organization, they have been embarking 168 00:11:48,990 --> 00:11:52,180 on their journey much longer and earlier. And that's why 169 00:11:52,180 --> 00:11:56,000 you could see that correlation. But now I will share in one of 170 00:11:56,540 --> 00:12:00,580 the upcoming slides here, that what the organizations are doing to 171 00:12:00,580 --> 00:12:04,260 be better prepared next time. And that's more important. I would 172 00:12:04,260 --> 00:12:06,970 like to focus on the forward looking approach and I'll 173 00:12:07,030 --> 00:12:10,050 walk you through and back in a couple of slides. 174 00:12:11,030 --> 00:12:18,790 Awesome. Well- With that if I'm going to... Yeah. Sorry, please go ahead. The next one 175 00:12:18,790 --> 00:12:23,080 is basically, we had asked them that the process of customer 176 00:12:23,110 --> 00:12:27,270 interactions that is happening through this newer channels. And again, 177 00:12:27,270 --> 00:12:29,420 I would like to reiterate on the point here that, 178 00:12:30,070 --> 00:12:33,920 this is the average that I'm presenting here. So, there 179 00:12:33,920 --> 00:12:37,200 are a couple of organizations who might be better prepared 180 00:12:37,200 --> 00:12:40,690 than the other, and the volume and the my team, but this is the mean, 181 00:12:40,690 --> 00:12:44,770 and the median value. Good sharing here. So, there could 182 00:12:44,770 --> 00:12:47,730 be a possibility that the U. S. organizations, if I presented 183 00:12:47,730 --> 00:12:51,080 the data cut just so that it could have been a little bit different. But 184 00:12:51,080 --> 00:12:53,530 not surprisingly, if I look at it from the mean and median 185 00:12:53,650 --> 00:12:58,700 perspective, it's very small percentage. And again, factor it that this is 186 00:12:58,700 --> 00:13:03,350 May, 2020 was happening to virtual agents. This number, I suspect 187 00:13:03,350 --> 00:13:05,580 if I'd understand it today, it would be a little 188 00:13:05,580 --> 00:13:10,130 bit higher than this, but it's a small percentage. Yeah, 189 00:13:10,230 --> 00:13:13,920 exactly. And the agents, the voicebots and chatbots percentage will 190 00:13:14,340 --> 00:13:18,990 also dramatically change. Most of them they're originally doing idea. But before 191 00:13:18,990 --> 00:13:21,060 I move on to the next slide, another very interesting 192 00:13:21,060 --> 00:13:23,980 stat that I want to share here is that we 193 00:13:23,980 --> 00:13:26,130 spend a lot of time talking to the end users 194 00:13:26,350 --> 00:13:29,250 and don't worry, there's still research as well, that what 195 00:13:29,250 --> 00:13:33,070 is really coming up and shaping up in addition to just 196 00:13:33,070 --> 00:13:38,220 the voicebots and chatbots is the computer vision effect to it. The computer vision 197 00:13:38,220 --> 00:13:42,360 has become more mature with image recognition achieving significant improvements. 198 00:13:42,470 --> 00:13:46,260 Thanks to deep learning techniques, computer vision, and CRM is 199 00:13:46,260 --> 00:13:49,910 very early stage. And it's far from being widely adopted. 200 00:13:49,910 --> 00:13:52,200 But if I look back, sit back and think that the rate 201 00:13:52,280 --> 00:13:55,860 at which things are changing, it will be relevant across the 202 00:13:55,860 --> 00:14:00,260 entire customer journey. It will be a through force multiplier for 203 00:14:00,260 --> 00:14:04,120 adding more essential insights for customer upsells and cross sells. 204 00:14:04,120 --> 00:14:06,550 So, that is something that we all need to look at and watch, 205 00:14:06,810 --> 00:14:22,780 and that, that's going to shape up big time in the near future. to that next slide is, there's an obvious question. We've seen voice agents and chat agents 206 00:14:22,780 --> 00:14:27,090 in this case really low at only 8%. And I guess Antony 207 00:14:27,820 --> 00:14:30,450 I'll put this question to you. What do you see? 208 00:14:30,970 --> 00:14:32,350 What do you think this is so low at this 209 00:14:32,350 --> 00:14:38,260 point in time? Well, I can't really blame customers on a low 210 00:14:38,260 --> 00:14:40,900 adoption of virtual agents for voice and chat. If you 211 00:14:40,900 --> 00:14:43,420 look historically, you look back two or three years ago, 212 00:14:44,260 --> 00:14:46,760 either you have an IVR that's forces you down a 213 00:14:46,760 --> 00:14:50,270 tree, or the chats are really just about routing you 214 00:14:50,720 --> 00:14:56,090 to the right agent. I can't say that the bots on 215 00:14:56,090 --> 00:15:02,500 voice or chat were really good to be mild in 216 00:15:02,560 --> 00:15:07,880 my assessment. But that is cheapest thing. The technology that 217 00:15:07,880 --> 00:15:12,400 enables us to deliver very high quality bots, which means 218 00:15:12,400 --> 00:15:15,400 they understand where you're saying, they can drive the conversation, 219 00:15:15,400 --> 00:15:19,700 they can answer questions, do backend fulfillment, actually deliver value 220 00:15:19,700 --> 00:15:23,610 to a customer. This is more new, in fact, in 221 00:15:23,610 --> 00:15:27,190 the last two years I would say, and really taking off. 222 00:15:27,190 --> 00:15:30,010 So on that, 8% makes sense what we're seeing across 223 00:15:30,010 --> 00:15:33,990 customers. Some don't use those channels at all. The ones 224 00:15:33,990 --> 00:15:38,190 who do use them are around 15 ish, 20% of 225 00:15:38,280 --> 00:15:41,510 no volume. So, that 8% average doesn't surprise me. It's very 226 00:15:41,950 --> 00:15:44,470 in line with our customers. And that low adoption, if 227 00:15:44,820 --> 00:15:47,580 you look a year from now, it's going to be completely different 228 00:15:47,580 --> 00:15:51,670 graph. Yeah, I totally agree. It might be low today, 229 00:15:51,670 --> 00:15:54,620 but this is where the growth factor is. And we're 230 00:15:54,620 --> 00:16:00,660 expecting to see the same customer base in Genesys. We constantly inundated with inquiries 231 00:16:00,660 --> 00:16:05,990 on, " How do we apply the virtualization technology?" Ritu, I guess, again, 232 00:16:05,990 --> 00:16:08,410 coming back to current times and the research that you've 233 00:16:08,410 --> 00:16:19,590 seen, how will the Contact Centers adapt in to the modern world and the things that are going on today? not an easy thing, but I always 234 00:16:20,130 --> 00:16:23,230 love to say this, " There's no choice." Customers have to do 235 00:16:23,230 --> 00:16:28,010 this in order to be innovative, providing, improving on the 236 00:16:28,010 --> 00:16:31,830 customer experience, but at the same time, not compromising on 237 00:16:31,830 --> 00:16:34,950 the operational efficiency. And it's a great balance that customers need 238 00:16:34,950 --> 00:16:38,510 to do. So, it all starts with me. This is universal 239 00:16:38,780 --> 00:16:44,590 across all AI initiatives, but it's very, very prevalent here. Culture, that's 240 00:16:44,750 --> 00:16:50,550 transforming the culture, the customer insights is democratized. Every employee 241 00:16:50,550 --> 00:16:55,060 becomes a change agent for the customer. I cannot emphasize 242 00:16:55,060 --> 00:16:58,390 this more because in the case of AI sometimes, people are 243 00:16:58,450 --> 00:17:02,290 a little bit because it's also another... It's just getting the 244 00:17:02,290 --> 00:17:05,070 comfort level, trusting it. And there are lots of advancements 245 00:17:05,070 --> 00:17:09,080 happening in that area. But once you have that culture, you're 246 00:17:09,250 --> 00:17:12,650 willing to understand where the customer needs are. This is 247 00:17:12,650 --> 00:17:14,650 really going to be day and night for the customer 248 00:17:14,650 --> 00:17:17,430 experience. And at the same time, you will be playing 249 00:17:17,430 --> 00:17:20,790 a very active role in building, working with the tools, 250 00:17:20,790 --> 00:17:24,490 and technologies, and the supplies, and the offerings to meet 251 00:17:24,820 --> 00:17:28,820 and improve your AI systems as well. So that's one. 252 00:17:29,170 --> 00:17:32,200 The second is that, gone are the days when people 253 00:17:32,200 --> 00:17:37,110 are doing metrics of measurement in isolation. Here people are 254 00:17:37,110 --> 00:17:40,990 trying to bring them together. There are AI, KPIs, and 255 00:17:41,030 --> 00:17:45,750 AI metrics have globally aligned with how they're measuring their customer 256 00:17:45,940 --> 00:17:50,700 experience metrics. So, they're both evolving so that there's huge amount of 257 00:17:50,800 --> 00:17:54,810 emphasis on improving the experience, and improving the measurements and 258 00:17:54,810 --> 00:17:58,810 aligning them together. And the third and the last thing is 259 00:17:58,810 --> 00:18:03,770 that, there's a huge amount of emphasis on human efficiency. 260 00:18:04,030 --> 00:18:06,730 And there was a lot of debate going on for some time, that 261 00:18:08,270 --> 00:18:11,370 AI is going to take over the human jobs and there 262 00:18:11,370 --> 00:18:14,790 was no experience with this in the foreseeable future. We 263 00:18:14,790 --> 00:18:18,250 see that it's making us much more efficient. It is 264 00:18:18,610 --> 00:18:21,090 helping us to be more empathetic. It is giving us 265 00:18:21,090 --> 00:18:24,550 real time guidance. So these are the three important things. Of course there are 266 00:18:25,010 --> 00:18:28,690 other parts of it, but these are that we are 267 00:18:28,690 --> 00:18:31,800 seeing in customers, how they're doing what they're doing to 268 00:18:31,800 --> 00:18:39,880 adapt to the newer customer Contact Center scenarios today. Awesome. And- point, 269 00:18:39,890 --> 00:18:46,270 Ritu. Just one point here, Ritu. The survey earlier with 270 00:18:46,270 --> 00:18:49,340 80 plus percent of people saying they see their volume 271 00:18:49,340 --> 00:18:51,730 going up, I think that's where really AI can help. 272 00:18:51,730 --> 00:18:55,180 Is to avoid having to increase your Contact Center resources 273 00:18:55,180 --> 00:18:59,220 by 80%, to answer that need. That's really where we're seeing 274 00:18:59,220 --> 00:19:02,310 actually a lot of usage of AI for Contact Centers, 275 00:19:02,630 --> 00:19:05,990 is to kind of tamper that growth of volume and 276 00:19:05,990 --> 00:19:09,180 make sure you have operational efficiency across your Contact Center 277 00:19:09,180 --> 00:19:12,020 without adding more people. It's not about a reduction of 278 00:19:12,020 --> 00:19:16,540 people. That's not what we've seen. Exactly. It's not about replacing 279 00:19:17,990 --> 00:19:22,410 human beings. It's making them more efficient, so they address the changing 280 00:19:22,410 --> 00:19:26,380 dynamics of the industry. Because the volumes will definitely increase, but 281 00:19:26,970 --> 00:19:31,290 we do not, and cannot adding more and more people to meet their demands. 282 00:19:34,550 --> 00:19:38,030 Exactly. And so, our audience can maybe discern what other 283 00:19:38,030 --> 00:19:41,710 customers are doing in the station. And that's a great example. It's 284 00:19:41,710 --> 00:19:44,610 not about replacing people, and maybe that's one of the 285 00:19:44,610 --> 00:19:48,780 big business drivers, just handling more. Are you seeing... And 286 00:19:48,780 --> 00:19:50,740 I guess this question is for both of you. Are you seeing 287 00:19:51,750 --> 00:19:56,040 other business drivers in the application of artificial intelligence that 288 00:19:56,040 --> 00:20:00,910 are not correlated, that are maybe not volume related, but other benefits of using 289 00:20:01,190 --> 00:20:08,470 applied, and machine learning, and AI to deliver a new experience? Yeah, absolutely. 290 00:20:08,470 --> 00:20:16,950 I think- Yeah, go ahead, Ritu. business driver, what we're seeing is, 291 00:20:17,800 --> 00:20:21,860 now the customer will come and first think about operational efficiency, cost reduction are 292 00:20:22,610 --> 00:20:24,740 the first thing they have in mind. But the reality is, 293 00:20:24,740 --> 00:20:28,490 when you start doing a Contact Center and put Contact 294 00:20:28,490 --> 00:20:31,670 Center AI in your Contact Center, you're really transforming your 295 00:20:31,670 --> 00:20:35,290 customer experience across all channels. And the business drivers to 296 00:20:35,290 --> 00:20:38,330 provide a coherent experience when you're on chat, when you're 297 00:20:38,330 --> 00:20:40,300 on voice, when you're on your web, or your mobile 298 00:20:40,300 --> 00:20:44,730 app, where the engine behind it, the AI behind is 299 00:20:44,730 --> 00:20:48,300 able to manage across those channels, switch channels, understand what was 300 00:20:48,300 --> 00:20:51,440 said, the context, the past history, et cetera, and provide 301 00:20:51,440 --> 00:20:56,050 you a unique voice for the company to that customer 302 00:20:56,050 --> 00:20:59,710 or that user, if talk about organizations. I think that 303 00:21:00,010 --> 00:21:02,890 the business driver is really having that coherence across the 304 00:21:02,890 --> 00:21:07,620 board, and having a very wonderful experience, no matter the 305 00:21:07,620 --> 00:21:11,000 channel, no matter the choice that the end user or customer is 306 00:21:11,000 --> 00:21:15,730 making, they get that experience across all channels in a 307 00:21:15,730 --> 00:21:19,720 very unified way. I think that's a big business driver. 308 00:21:21,300 --> 00:21:25,730 Agree, agree. And it is also reflected in our study 309 00:21:25,810 --> 00:21:28,220 here, which I'm just going to share the chart, with some 310 00:21:28,260 --> 00:21:33,730 of the facts on there. But for very first experience we're all talking about it, but 311 00:21:33,730 --> 00:21:39,930 because of usage of these as the, it's not just 312 00:21:39,930 --> 00:21:42,880 the consistent experience, which is very, very critical, but it's 313 00:21:42,990 --> 00:21:50,690 also passive into issue. Because enriching the human agent with 314 00:21:50,730 --> 00:21:56,210 the Insight in real time, it provides that timely response and a 315 00:21:56,520 --> 00:21:58,770 more intelligent response for lack of a better word here, 316 00:21:59,940 --> 00:22:07,400 is really, really being consummated with operational efficiency, consistency, and 317 00:22:07,400 --> 00:22:13,130 experience. But also getting the fastest response in the fastest time, 318 00:22:13,430 --> 00:22:17,960 in the more intelligent way, this is what AI is 319 00:22:17,960 --> 00:22:21,620 known for. It can do volumes and volumes of data, 320 00:22:21,810 --> 00:22:25,050 to pattern recognition, get Insights, and this advances in natural 321 00:22:25,050 --> 00:22:28,860 language processing can stop through tons and tons of data, and 322 00:22:28,860 --> 00:22:32,170 get you the right Insight at the right time. That's 323 00:22:32,170 --> 00:22:37,670 another very huge advantage. So, it's overall including bringing a good ... I'm 324 00:22:38,590 --> 00:22:42,970 IDC research. We also say that there's a huge correlation between 325 00:22:42,970 --> 00:22:46,470 customer experience and employee experience. And by usage of AI 326 00:22:46,650 --> 00:22:50,860 technology, you're not just making the customer happy, but you're 327 00:22:50,860 --> 00:22:55,750 also making the employee happier, employee more efficient. And that has 328 00:22:55,750 --> 00:22:59,310 a direct correlation on the customer experience. When many times we 329 00:22:59,310 --> 00:23:01,860 all come to work and if we're unhappy more, we're 330 00:23:01,860 --> 00:23:06,960 excited to serve our customers better. So there's a direct correlation there, which 331 00:23:07,400 --> 00:23:10,780 the advancements in AI technology is helping, and that's why the 332 00:23:10,780 --> 00:23:15,900 human agent efficiency, and human needs, and empowerment, and augmentation is so, 333 00:23:15,900 --> 00:23:20,110 so fundamental to the successful adoption of this. And people 334 00:23:20,110 --> 00:23:23,820 can't go to the other parts of the chart, but I also 335 00:23:23,820 --> 00:23:30,820 emphasize that empathy... Because you can understand the... Remember in one of 336 00:23:31,220 --> 00:23:34,830 the slides before, I was talking about where you could actually understand the 337 00:23:34,830 --> 00:23:38,870 sentiment. You can understand the rational of why people are 338 00:23:39,140 --> 00:23:44,130 calling you, and you could react in that particular situation in a much more empathetic 339 00:23:44,260 --> 00:23:48,850 way, because then you have that kind of intelligence real time. It's way 340 00:23:49,520 --> 00:23:54,690 more to the agents. This is very, very much aligned 341 00:23:54,690 --> 00:23:57,420 to what we are trying to think from a bigger picture 342 00:23:57,420 --> 00:24:03,220 than the survey insights that also align to that. Before 343 00:24:03,580 --> 00:24:05,730 I move on to the next slide, I just wanted 344 00:24:05,730 --> 00:24:09,640 to say that I think Tracy you asked this question, "What are the customers doing?" Of course their primary work, is one of 345 00:24:09,640 --> 00:24:14,330 the top reactions, but they'd also feed up a little 346 00:24:14,330 --> 00:24:18,460 bit of more question on the survey that because of 347 00:24:18,460 --> 00:24:21,390 this crisis... This is not a one time, this could happen again. 348 00:24:21,390 --> 00:24:24,490 How do you make yourself more resilient organization? So, what 349 00:24:24,490 --> 00:24:29,380 are the new IT investments that this experience has taught the customers and 350 00:24:29,380 --> 00:24:32,080 what they're doing it? The three things that you see 351 00:24:34,960 --> 00:24:38,790 here is that, in the past, sometimes people sit and decide whether they want to be on the public cloud 352 00:24:39,280 --> 00:24:43,690 scenario. This has really accelerated that, and people are seriously 353 00:24:45,080 --> 00:24:50,270 looking into it. The second is that the maturity that Antony also 354 00:24:50,270 --> 00:24:52,810 mentioned, and I also mentioned, and Chris, you mentioned at 355 00:24:52,810 --> 00:24:55,970 the start of the presentation is that the conversational AI 356 00:24:55,970 --> 00:24:59,700 technologies have improved so much in leaps and bounds in 357 00:24:59,700 --> 00:25:02,190 the last 12 to 18 months. And because of that, 358 00:25:02,510 --> 00:25:05,160 there is a sophistication in the response. It's not just, " 359 00:25:05,160 --> 00:25:09,580 Rule says yes or no." There's a significant amount of depth 360 00:25:09,580 --> 00:25:13,610 in the answering of the questions and answers. So people are getting 361 00:25:13,610 --> 00:25:16,820 more comfortable with the chatbot and also an omni experience. 362 00:25:17,280 --> 00:25:20,810 Whether they're working for a live chat, or for this chat, or 363 00:25:20,810 --> 00:25:24,220 through an IVR, everything they want that sense of experience. So, there's 364 00:25:24,220 --> 00:25:29,130 much more willingness to embrace it. And that is not 365 00:25:29,130 --> 00:25:32,980 the least, there are other factors, but digitization. We have been 366 00:25:32,980 --> 00:25:36,530 saying this for a long time that accelerated. Two years 367 00:25:36,530 --> 00:25:39,140 of digital transformation has happened in two months and it 368 00:25:39,240 --> 00:25:44,610 has accelerated the digital transformation. Increased digital digitization in the 369 00:25:44,610 --> 00:25:52,810 customer environment is really the investments that people are going to make. IDC has predicted 370 00:25:52,810 --> 00:25:57,070 that while we are in grim times, the investments in AI 371 00:25:57,070 --> 00:26:00,670 and the investments embracing of AI technology to make them 372 00:26:00,930 --> 00:26:07,400 more resilient, and this in the next new normal is something that AI 373 00:26:07,440 --> 00:26:11,660 will play a very significant part in that. Yeah, absolutely. 374 00:26:11,900 --> 00:26:14,980 And I want to maybe echo something that you said there, about 375 00:26:15,260 --> 00:26:20,020 providing empathetic customer experiences. And now more than ever, I 376 00:26:20,020 --> 00:26:22,480 feel like we need to have empathy for our fellow 377 00:26:22,720 --> 00:26:27,680 human. We're all going through something we know this is a generational thing. Something 378 00:26:27,680 --> 00:26:32,240 we haven't seen in many generations. So, what we're experiencing 379 00:26:32,240 --> 00:26:38,280 now is different, but crisis creates opportunity. And we're also 380 00:26:38,280 --> 00:26:41,870 seeing that this is actually being a bit of a 381 00:26:41,870 --> 00:26:44,730 non dialogue, as you said, Ritu, to some of the 382 00:26:45,000 --> 00:26:50,130 applications of AI. I want to talk a little bit about how we're seeing this 383 00:26:50,130 --> 00:26:55,220 technology start to be applied in three major use cases. I'm going to echo 384 00:26:55,220 --> 00:26:59,500 back to something which you said earlier with our voicebots, chatbots, and Agent 385 00:26:59,580 --> 00:27:02,150 Assist. And let me just take you through very quickly on 386 00:27:02,150 --> 00:27:04,930 what those are, and how they might be applied and 387 00:27:04,930 --> 00:27:08,550 why you might apply them in your organization. So the 388 00:27:08,550 --> 00:27:11,560 first if I could really summarize a lot of that 389 00:27:11,560 --> 00:27:15,810 upfront processing, is voicebots. And we're at a point now 390 00:27:15,810 --> 00:27:20,580 with the technology with natural language understanding the speaker recognition, a 391 00:27:20,580 --> 00:27:26,240 lot of that powered by Google to really understand phrases 392 00:27:26,810 --> 00:27:29,690 better than we ever had before, and at least a 393 00:27:30,080 --> 00:27:34,170 customer intents, so that we can have a much more data experience. And if 394 00:27:34,170 --> 00:27:36,170 you've been around the industry for any length of time 395 00:27:36,670 --> 00:27:40,610 like myself, that in the two thousands, it was a single 396 00:27:40,610 --> 00:27:43,450 word that was being said, and it couldn't detect that 397 00:27:43,680 --> 00:27:46,920 piece of recognition. And then we had to build these complicated 398 00:27:46,920 --> 00:27:51,890 speech, IVRs to deliver an experience. And really today what we're 399 00:27:51,890 --> 00:27:56,060 seeing is your IVR is a voicebot. And that's the 400 00:27:56,060 --> 00:28:00,480 evolution of the Contact Center technology, artificial or machine learning 401 00:28:00,480 --> 00:28:04,900 being applied in our space. Which brings the question, " Why would you do 402 00:28:04,900 --> 00:28:09,190 that? What is better than my IVR today?" And it really 403 00:28:09,190 --> 00:28:14,860 is that natural language processing that allows your customers to 404 00:28:15,100 --> 00:28:18,910 speak in plain speak, and to get to an outcome 405 00:28:18,910 --> 00:28:23,680 much more quickly, which ultimately improves their experience. But it's 406 00:28:23,680 --> 00:28:27,760 not just that upfront or self service experience that benefits 407 00:28:27,760 --> 00:28:31,560 from a voicebot, it also means that by the time that 408 00:28:31,790 --> 00:28:35,030 customer gets to an agent, the agent has a better 409 00:28:35,030 --> 00:28:38,950 understanding of what's going on as well. Because we're using 410 00:28:39,150 --> 00:28:43,630 CCAI in this case to intent, fill in the slots, 411 00:28:43,630 --> 00:28:47,930 and really have a more complete picture of that interaction. And again, 412 00:28:48,380 --> 00:28:52,420 overall, it rolls into that improved customer experience. We're going to go into 413 00:28:52,420 --> 00:28:56,100 a little bit more about the Genesys and Google partnership in just a 414 00:28:56,100 --> 00:28:59,700 few seconds. The other major use case that we see 415 00:28:59,700 --> 00:29:03,020 is chatbots. And I want to really say from the outset 416 00:29:03,530 --> 00:29:06,830 chatbots doesn't mean web chat. Chatbots can be applied on 417 00:29:06,850 --> 00:29:10,110 any textual medium that Genesys AI is able to route 418 00:29:10,160 --> 00:29:15,340 using the very same technology, natural language processing that you see in voice, 419 00:29:15,610 --> 00:29:19,820 as you see in text, and applying that to WhatsApp, WeChat, Apple 420 00:29:19,820 --> 00:29:23,450 Business Chat, of course Web Messaging as well when I 421 00:29:23,450 --> 00:29:28,260 synchronize messaging. All of that same technology, because Genesys can 422 00:29:28,260 --> 00:29:31,860 route that, and we've connected that with Google Contact Center AI. 423 00:29:32,140 --> 00:29:34,610 You can take advantage of the machine learning that's being 424 00:29:35,340 --> 00:29:46,110 applied there. Very similar experiences that we're seeing in the voicebot world, that in the chatbot world, that maybe with some richer experiences, depending on 425 00:29:46,110 --> 00:29:48,560 the medium that they're operating in. And what I mean 426 00:29:48,560 --> 00:29:52,660 by that is, with asynchronous media or Web Messaging, you've 427 00:29:52,660 --> 00:29:57,780 got the opportunity to actually insert, and images, and mix 428 00:29:57,780 --> 00:30:00,940 that with text. And the bot can actually do some pretty sophisticated 429 00:30:02,130 --> 00:30:07,040 things in that, including the complete self- service interactions, but 430 00:30:07,040 --> 00:30:10,540 be on your orchestrated platform that brings in the right 431 00:30:10,540 --> 00:30:14,660 technology at the right time, and when it does get to 432 00:30:14,850 --> 00:30:18,580 an agent that entire conversation is seen, and you can 433 00:30:18,580 --> 00:30:22,330 actually act on it in real time. And then lastly, and 434 00:30:22,330 --> 00:30:24,800 this is probably the one that I think is the 435 00:30:24,800 --> 00:30:28,510 most leading edge, but one that we probably expect to 436 00:30:28,510 --> 00:30:34,230 see more and more adoption as we go forward, which is Agent 437 00:30:34,230 --> 00:30:38,190 Assist. An Agent Assist, is what it says. It's providing 438 00:30:38,560 --> 00:30:43,600 artificial intelligence augmentation with the agent in the Contact Center to provide 439 00:30:43,600 --> 00:30:48,090 a better experience. And there's been, again, those leaps and bounds of 440 00:30:48,340 --> 00:30:53,140 how we integrate with this technology from an agent experience, 441 00:30:53,140 --> 00:30:56,350 from a desktop experience, from a voice experience, so that 442 00:30:56,420 --> 00:30:59,710 we're providing insights to the agent and surfing through them 443 00:30:59,920 --> 00:31:04,050 with knowledge in real time, and really having a very 444 00:31:04,410 --> 00:31:10,490 augmented conversation. I want to pause on that one because, Antony, this is absolutely in your domain 445 00:31:10,490 --> 00:31:17,240 as something that you talk about every day. So, how is the technology at 446 00:31:17,240 --> 00:31:20,690 Google, that we've talked about in voicebots and chatbots being applied 447 00:31:20,690 --> 00:31:26,930 in Agent Assist? An Agent Assist as you said, is 448 00:31:26,930 --> 00:31:29,270 a little newer in it's technology, but it's really a 449 00:31:29,270 --> 00:31:33,590 breakthrough that's been enabled by the advent of voice and speech 450 00:31:33,590 --> 00:31:39,230 to text in particular, speech to text technologies. Google has a 451 00:31:39,230 --> 00:31:44,090 long history of trying to understand speech either through understanding 452 00:31:44,090 --> 00:31:46,700 YouTube videos, to be able to search them and remove 453 00:31:46,700 --> 00:31:50,810 hate speech in YouTube videos. Either through a Google Home 454 00:31:50,810 --> 00:31:53,990 Assistant, and understand all the requests from users, that's millions 455 00:31:53,990 --> 00:31:59,770 and millions of requests every year. And also through transcription 456 00:31:59,770 --> 00:32:03,110 of voice messages on phone. You have Google voice and 457 00:32:03,110 --> 00:32:07,430 you can do your voicemail transcription. So all that technology... 458 00:32:07,430 --> 00:32:10,310 And voice search, obviously. So, Google has put a lot 459 00:32:10,310 --> 00:32:13,740 of effort in R& D into understanding voice, and thanks 460 00:32:13,740 --> 00:32:17,900 to that, we can now propose real time, voice transcription 461 00:32:18,280 --> 00:32:21,650 and understanding of a conversation between an agent and a 462 00:32:21,650 --> 00:32:26,810 user, and really provide in real time, the right suggestions, 463 00:32:26,810 --> 00:32:30,710 the right responses, the right document, the right flows that 464 00:32:30,770 --> 00:32:34,130 the agent needs to do their job faster. And that's 465 00:32:34,130 --> 00:32:37,240 really changing the game for agents. Ritu was talking about 466 00:32:37,240 --> 00:32:39,860 agent satisfaction, we're seeing that go up. We're seeing average 467 00:32:39,860 --> 00:32:43,140 handling time go down, we're seeing call summary going down 468 00:32:43,280 --> 00:32:46,070 in terms of how much time they spend typing after 469 00:32:46,070 --> 00:32:49,480 the call, the call disposition, we see first call resolution 470 00:32:49,620 --> 00:32:53,560 improving. On and on, the Agent Assist is really now the 471 00:32:55,120 --> 00:33:01,080 little coach or assistive technology for human agents in the Contact 472 00:33:01,080 --> 00:33:07,580 Center, enabling new experiences for the end user. Absolutely. So I 473 00:33:07,580 --> 00:33:10,410 want to come to another poll question in interest of 474 00:33:10,410 --> 00:33:15,740 time. From your perspective, what are you looking to implement? Any 475 00:33:15,740 --> 00:33:19,880 of these technologies, voicebots or chatbots specifically in the next three 476 00:33:19,880 --> 00:33:25,980 to six months, or maybe six to 12 months? Is that a 477 00:33:25,980 --> 00:33:28,750 new thing? Is it something that you want to act on now? Is it something that 478 00:33:29,350 --> 00:33:32,240 is more future- looking for you? I'm guessing the fact 479 00:33:32,240 --> 00:33:33,940 that you've turned up to this webinar today that means 480 00:33:34,860 --> 00:33:38,220 all interest to you, but we want to get a bit of a gauge to 481 00:33:38,220 --> 00:33:42,800 see if that deals with our research on how people 482 00:33:42,800 --> 00:33:45,620 are starting to adopt this technology. I'll give that a 483 00:33:45,620 --> 00:33:50,160 few more seconds. Eyeballs on screen, and then I'll go 484 00:33:50,160 --> 00:33:52,650 to the poll results. Do we want to take a guess 485 00:33:52,650 --> 00:33:58,620 anyone on where people are going to land? All right. Yes. Three 486 00:33:58,620 --> 00:34:02,170 to six months, in six to 12? Okay, I think 487 00:34:02,170 --> 00:34:07,880 the call out here is actually the people that said no, that are in the minority. So, the majority- 488 00:34:08,470 --> 00:34:11,020 Maybe because they already have something. I don't know. Maybe, 489 00:34:11,100 --> 00:34:14,920 no. Because we saw 8% of people already have it. So maybe the nos are people 490 00:34:14,920 --> 00:34:18,720 who have something in place. now we should have put that option in. We should 491 00:34:18,720 --> 00:34:20,760 have said" I've already got it." That no would have been on 1%. 492 00:34:24,870 --> 00:34:28,300 That's wonderful. I did see a question that came through 493 00:34:28,300 --> 00:34:32,850 as we're going, here from Rick. And Rick, I hope 494 00:34:32,850 --> 00:34:36,780 I'm going to touch on some of your question, and the question is, " 495 00:34:36,780 --> 00:34:42,360 How does Google and Genesys differentiate and add some capability 496 00:34:42,360 --> 00:34:46,150 and value?" I want to talk about that, but also when we get 497 00:34:46,150 --> 00:34:49,550 into Q&A, I'm going to come back to your question and answer it in a bit more detail as well. 498 00:34:50,320 --> 00:34:52,870 When we think about Google and Genesys, these are two industry 499 00:34:52,870 --> 00:34:57,350 leaders. Genesys being the only channel contacted a platform that really allows you 500 00:34:57,350 --> 00:35:02,160 to do journey orchestration, bringing multiple technologies from different vendors 501 00:35:02,380 --> 00:35:05,760 and really orchestrate all of those together in a cohesive 502 00:35:05,820 --> 00:35:09,650 manner, to deliver the very best experience that is out 503 00:35:09,650 --> 00:35:13,240 there. But we can't do it alone. And when we've looked across 504 00:35:13,910 --> 00:35:18,280 the marketplace, hope Google has done the same, it's really providing 505 00:35:18,280 --> 00:35:22,790 the best technology to our customers that integrates really, really neatly 506 00:35:23,010 --> 00:35:28,280 to deliver artificial intelligence capability inside the platform that maybe 507 00:35:28,280 --> 00:35:34,280 you have today, or the platform that you think of moving to in the future. What that means is that 508 00:35:34,710 --> 00:35:38,750 if you look at artificial intelligence technology in isolation, you 509 00:35:38,750 --> 00:35:41,070 can do a lot. You can use APIs, you can 510 00:35:41,070 --> 00:35:44,320 build what you need to build, and that might take 511 00:35:44,320 --> 00:35:49,930 time, but there's a depth of capability within Genesys in our platform, in the 512 00:35:49,930 --> 00:35:54,480 cloud, but also in our multicloud platform for everyone else, 513 00:35:54,760 --> 00:35:58,540 that allows you to plug in these different technology components, 514 00:35:58,540 --> 00:36:03,200 and take advantage of all of the routing of the orchestration services, all of 515 00:36:03,700 --> 00:36:08,610 the reporting, the analytics, the entering conversation view, the widgets, 516 00:36:08,610 --> 00:36:13,220 the desktop. That complete Contact Center package that you have, 517 00:36:13,460 --> 00:36:18,750 strapped on with artificial intelligence technology as well. So Antony, 518 00:36:19,040 --> 00:36:22,540 I know this is a long running partnership for us, at 519 00:36:22,540 --> 00:36:25,630 least from 2018. Do you want to add any commentary 520 00:36:25,630 --> 00:36:31,670 around how Google Cloud and Genesys put together? This is 521 00:36:31,670 --> 00:36:33,820 a very exciting partnership we've been at. I think you were 522 00:36:33,820 --> 00:36:36,770 one of the very, very first partners that we talked 523 00:36:36,770 --> 00:36:40,360 to, and we made that partnership. The goal here for 524 00:36:40,360 --> 00:36:45,230 us was really to also leverage, not only the innovation 525 00:36:45,230 --> 00:36:48,480 that Genesys is bringing to the market, but also leverage 526 00:36:49,150 --> 00:36:51,960 a lot of customers that have Contact Centers with Genesys 527 00:36:51,960 --> 00:36:55,220 in place and wanted to bring more AI, more capabilities. 528 00:36:55,250 --> 00:36:59,160 And we're seeing the opportunity here to avoid a rip 529 00:36:59,160 --> 00:37:04,240 and replace, of your implementation, and really upgrade whatever you 530 00:37:04,240 --> 00:37:07,830 had from Genesys. Genesys upgrading a lot of their own 531 00:37:07,830 --> 00:37:11,210 capabilities into their customer experience, but I think the Agent 532 00:37:11,210 --> 00:37:15,960 Assist, the virtual agent, and those capabilities are really things 533 00:37:15,960 --> 00:37:20,730 that we feel strongly about our capabilities, and having that 534 00:37:20,730 --> 00:37:25,770 as part of the Genesys platform is really powerful. I feel 535 00:37:25,770 --> 00:37:30,410 so super exciting to have this in place. I'm going 536 00:37:30,410 --> 00:37:33,960 to come to another question that's being asked in real time here 537 00:37:33,960 --> 00:37:36,940 about some of the joint customer use cases that we 538 00:37:36,940 --> 00:37:41,120 see from Google and Genesys. And I know, just by coincidence, 539 00:37:41,120 --> 00:37:45,030 that is the very next slide that Antony is going to talk to, but I'll give 540 00:37:45,030 --> 00:37:47,650 you an anecdotal example of a customer that's gone live 541 00:37:47,650 --> 00:37:53,220 with a Google Contacts Center AI and Genesys recently, where they reduced 26 542 00:37:53,390 --> 00:38:00,010 speech IVR applications down to one. And if you ever 543 00:38:00,010 --> 00:38:03,620 had to operate these or build these, the significance of 544 00:38:03,720 --> 00:38:06,760 every single one of those applications. We're able to use Dialogflow 545 00:38:06,760 --> 00:38:12,060 in this instance with Genesys new gauge. This customer, which was a telecommunications customer, 546 00:38:13,980 --> 00:38:19,440 was able to greatly reduce their managed applications down to 547 00:38:19,620 --> 00:38:24,680 essentially one application that's orchestrated by Genesys. And the way 548 00:38:24,680 --> 00:38:28,640 they did that, this is using some of the technologies that are on this slide, which 549 00:38:28,690 --> 00:38:31,250 Antony, I might hand over to you to talk about in a bit more detail. I 550 00:38:31,250 --> 00:38:36,680 know I will add something on that telecom customer. It was 551 00:38:36,680 --> 00:38:39,930 not in English, which is also one of the power 552 00:38:39,930 --> 00:38:43,700 the Google platform, is we support quite a few languages for 553 00:38:43,940 --> 00:38:46,950 CCAI, and this is a very big success story that 554 00:38:46,950 --> 00:38:51,840 was not only for English speakers. I'll just maybe do 555 00:38:51,840 --> 00:38:59,000 that. So, yes, as Chris mentioned, we have three main 556 00:38:59,000 --> 00:39:02,650 products as part of our CCAI portfolio. To build virtual 557 00:39:02,650 --> 00:39:05,510 agents, there's is a product called Dialogflow, we'll talk a little 558 00:39:05,510 --> 00:39:10,770 bit more about that. Our Agent Assist capability named Agent 559 00:39:10,770 --> 00:39:14,460 Assist, very creative, will be there to help your agents 560 00:39:14,750 --> 00:39:18,330 both on chat and voice channels. And our newborn Insights 561 00:39:18,490 --> 00:39:23,300 Platform just launched now factually yesterday, and will go GA 562 00:39:23,300 --> 00:39:28,940 pretty quickly. After that there's looking all of the data that's 563 00:39:28,940 --> 00:39:32,340 coming in, in your Contact Center, on chat and voice 564 00:39:32,340 --> 00:39:36,850 channel and using all that data to help you derive 565 00:39:36,950 --> 00:39:43,960 insights, trends, search, help QA managers and training, review calls 566 00:39:44,510 --> 00:39:47,250 and really drive insight sentiment, et cetera, is all in 567 00:39:47,250 --> 00:39:50,020 the Insights Platform. So, those are the three products that you 568 00:39:50,020 --> 00:39:53,560 will see as part of the portfolio called TCI at 569 00:39:53,560 --> 00:40:03,460 Google, and they're available on the Genesys platform. is putting the elephant on 570 00:40:03,460 --> 00:40:06,860 the table, so to speak. Which is my way of 571 00:40:07,110 --> 00:40:10,470 saying, address the elephant in the room. Have you tried 572 00:40:10,470 --> 00:40:14,020 natural language processing with bots? And if so, which are 573 00:40:14,020 --> 00:40:22,790 the ones that you've tried? Because there are multiple choices out there that you can work with, and maybe the answer is no, you're not there yet, and you're maybe 574 00:40:22,790 --> 00:40:26,930 evaluating, or you've experimented, or maybe you already live. So 575 00:40:28,080 --> 00:40:30,190 I'll give that a few seconds. The options here are 576 00:40:30,190 --> 00:40:36,120 Amazon Lex, Google Dialogflow, Microsoft LUIS, IBM's Watson, something else? 577 00:40:36,120 --> 00:40:40,760 Maybe homegrown, or a third party, or you haven't tried 578 00:40:40,760 --> 00:40:47,650 any of them. I know this is probably a multiple choice answer, but let's see where people land. And we've got to put in an even 579 00:40:47,650 --> 00:40:58,560 split. Oh, that's. I try which is amazing. But also 580 00:40:58,560 --> 00:41:01,710 the call out here for me is the majority, and 581 00:41:01,830 --> 00:41:06,700 the majority haven't tried natural language understanding yet. And really, 582 00:41:06,880 --> 00:41:09,640 I would encourage you to maybe look at it. This is what we're talking 583 00:41:09,640 --> 00:41:13,810 about. It's the fundamental technology behind all of these cases that 584 00:41:13,810 --> 00:41:19,850 we're talking about today. It is a good time to 585 00:41:19,850 --> 00:41:24,550 try because this slide actually is relevant too. You probably haven't 586 00:41:24,550 --> 00:41:28,420 tried because you've had very bad experience calling Contact Centers, 587 00:41:29,610 --> 00:41:33,690 and you really think those things don't work. In terms of NLU, 588 00:41:36,070 --> 00:41:37,980 Google is really... It's quite a lot of paper. And actually 589 00:41:38,050 --> 00:41:41,700 Google even open sourced a very large transformer called BERT, 590 00:41:42,240 --> 00:41:45,640 which is transforming the NLU space right now. And Google 591 00:41:45,640 --> 00:41:48,500 has its own version of BERT, which uses a lot 592 00:41:48,500 --> 00:41:55,130 more data. But that's where NLU has drastically changed in, 593 00:41:55,240 --> 00:42:01,070 let's say, 12 to 18 months. Drastically change, entities traction, intent detection, 594 00:42:01,470 --> 00:42:04,240 the courtesy of intent detection and matching is much, much 595 00:42:04,240 --> 00:42:06,440 higher than what you would get in two or three 596 00:42:06,440 --> 00:42:08,570 years ago. So I think it's a good time to 597 00:42:08,570 --> 00:42:12,630 test it out. Obviously Google, as I mentioned earlier, is 598 00:42:14,000 --> 00:42:19,420 understanding speech. And NLU for Google, as a whole Google 599 00:42:19,420 --> 00:42:23,210 search even, is a core technology that is needed for 600 00:42:23,210 --> 00:42:28,440 Google to function. So the investment we're making there is 601 00:42:28,510 --> 00:42:31,230 obviously massive because it's not just investment that's made for 602 00:42:31,230 --> 00:42:33,770 CCAI, it's investment that's made for Google as a whole. 603 00:42:34,200 --> 00:42:37,170 Obviously we're very, very careful about what data we use. 604 00:42:37,180 --> 00:42:40,560 We use public data, Google Assistant, YouTube, Voicemail, et cetera. 605 00:42:40,880 --> 00:42:44,590 We're not using any other cloud customer's data, because that would completely 606 00:42:44,590 --> 00:42:50,650 breach our privacy and confidentiality. But the customers do benefit 607 00:42:50,650 --> 00:42:53,180 from a lot of that research and investment that Google 608 00:42:53,180 --> 00:42:57,750 is doing in the space. Antony, I know people are 609 00:42:57,750 --> 00:43:00,000 really curious about some of these things. So, I want 610 00:43:00,000 --> 00:43:02,320 to flash some of the stats and ask you to talk 611 00:43:02,320 --> 00:43:06,020 through them on conversational AI, which is what you lead 612 00:43:06,020 --> 00:43:12,230 the people. Those are some of the numbers that are a 613 00:43:12,250 --> 00:43:15,060 reflection, a bit of that investment that we're making, and 614 00:43:15,060 --> 00:43:19,810 they turn into vast adoption from customers. Thousands and thousands 615 00:43:19,810 --> 00:43:24,610 of customers are using a Dialogflow out of price customer. Dialogflow has 616 00:43:24,610 --> 00:43:27,750 reached a big milestone last year. I think it was last, 617 00:43:27,750 --> 00:43:30,940 next, it was around eight or 900, 000 developers on 618 00:43:30,940 --> 00:43:34,160 the platform. We actually reached 1. 4 million developers on the platform 619 00:43:34,160 --> 00:43:36,360 the last two months. And it's still growing very, very 620 00:43:36,360 --> 00:43:40,780 fast. So Dialogflow has a massive public community that really 621 00:43:41,110 --> 00:43:46,320 helps people with creating bots. We support 32 languages for 622 00:43:46,320 --> 00:43:49,580 voice and a lot, lot more. I think it's 80 or something 623 00:43:49,580 --> 00:43:54,270 in chat. We have full integration with Genesys platform, which 624 00:43:54,270 --> 00:43:57,120 is the partnership here, which is awesome, but things like... 625 00:43:57,380 --> 00:44:00,620 Our bots can handle 20,000 intent for example, in a 626 00:44:00,620 --> 00:44:04,540 single agent. In a single agent. That means one entry 627 00:44:04,540 --> 00:44:08,190 point, and you can do 20, 000 in intent detection 628 00:44:08,190 --> 00:44:11,150 and route people throughout the entire company. You don't have 629 00:44:11,150 --> 00:44:13,610 to ask people to press one for service, and two 630 00:44:13,610 --> 00:44:16,300 for support. This is all part of the conversation get 631 00:44:16,300 --> 00:44:19,650 down and it all use case in switch between each of them. 632 00:44:19,840 --> 00:44:21,640 You call for billing first, and then you want to 633 00:44:21,640 --> 00:44:25,640 change plan. All that is done in a single agent, 634 00:44:26,250 --> 00:44:30,230 thanks to that kind of capabilities. WaveNet is interesting. WaveNet is the 635 00:44:30,230 --> 00:44:32,850 ability to create... It's text to speech. It's the reverse. 636 00:44:33,050 --> 00:44:34,720 You're speaking to the bot, the bot has to speak 637 00:44:34,720 --> 00:44:37,950 back to you. And Google has released and developed, and 638 00:44:37,950 --> 00:44:42,360 actually released the WaveNet technology, to create voices that are 639 00:44:42,420 --> 00:44:48,370 very human sounding. And what we've realized is the more 640 00:44:48,370 --> 00:44:51,710 human sounding, the more engaging those voices are, the more 641 00:44:51,710 --> 00:44:55,680 the customers or users of the platform are actually engaged. So, getting 642 00:44:55,680 --> 00:44:58,700 to a point where those voices are very, very human, 643 00:44:59,560 --> 00:45:05,050 will help adoption of voice bots in the field. And 644 00:45:05,250 --> 00:45:07,750 without ever deceiving customers, you never want to make them 645 00:45:07,750 --> 00:45:09,910 think they're talking to a human when they're talking to 646 00:45:09,910 --> 00:45:13,040 a bot. But having that engaging voice is very, very 647 00:45:13,040 --> 00:45:15,440 important to deploying a bot, and that's available today. There's 648 00:45:17,740 --> 00:45:21,700 150 or 60, I can't remember exactly, WaveNet voices available 649 00:45:21,700 --> 00:45:27,950 to you on the Google platforms in many, many languages. It's funny. I'm 650 00:45:28,490 --> 00:45:31,390 going to pick up on something about WaveNet, which again, for 651 00:45:31,390 --> 00:45:35,310 a Contact Center audience, this is quite transformative. If you think of 652 00:45:36,890 --> 00:45:40,250 the thousands of different prompts, they recorded as part of 653 00:45:40,250 --> 00:45:50,640 your flows today, and having to take that to a recording artist or somebody in the Contact Center, just to record that quick message. Imagine what 654 00:45:50,640 --> 00:45:55,140 that means for you when you can start to type 655 00:45:55,140 --> 00:45:57,510 them and allow the system to use brand then use... Sorry, to use a 656 00:45:58,960 --> 00:46:02,420 voice that is on brand for you, and choosing one of 657 00:46:02,420 --> 00:46:06,530 those waves in their voices. That's a huge operational efficiency that is just built 658 00:46:06,530 --> 00:46:11,240 into the platform. And that brings me to the peanut 659 00:46:11,240 --> 00:46:14,310 butter and jelly, the better to get a slide. And 660 00:46:14,310 --> 00:46:19,560 the reason for that is, when we think about all of the things that go into operating and managing a 661 00:46:19,630 --> 00:46:25,340 Contact Center operation, Genesys has user experience. Unlike where we 662 00:46:25,340 --> 00:46:29,250 put a bot in the front, and have that as isolated experience, 663 00:46:29,490 --> 00:46:33,440 really what we advocate at Genesys is let your customer experience platform 664 00:46:33,530 --> 00:46:37,950 orchestrate that entire end- to- end customer conversation. Genesys has 665 00:46:37,950 --> 00:46:41,350 some artificial intelligence technology on its own with something we call Predictive 666 00:46:41,350 --> 00:46:44,810 Web Engagement, that allows you to engage customers based on 667 00:46:44,810 --> 00:46:47,230 all of the data that we know and drive them to an 668 00:46:47,230 --> 00:46:50,500 experience that is very best for them. Sometimes that's a 669 00:46:50,500 --> 00:46:56,440 human. Sometimes that's a piece of content. Other times that's a bot. And using that upfront decision 670 00:46:56,440 --> 00:46:59,660 logic in an orchestration, we can really optimize that end 671 00:47:00,370 --> 00:47:03,520 to end customer experience and bring in the technology at 672 00:47:03,520 --> 00:47:06,730 the right time. I'm going to come back to Ritu 673 00:47:07,060 --> 00:47:08,220 here for a second, because we've got a couple of 674 00:47:08,650 --> 00:47:11,210 key takeaways and then we want to get into your 675 00:47:11,770 --> 00:47:25,840 audience Q& A. So, Ritu, why don't you just recap for us some of the research? all dimensions. That's fantastic. 676 00:47:26,220 --> 00:47:30,810 And so, if I actually walk you through, in the 677 00:47:30,880 --> 00:47:34,830 study that we just talked about, the 407 different organizations worldwide, 678 00:47:35,630 --> 00:47:38,390 and across the different industry, there are folks who are 679 00:47:38,390 --> 00:47:41,910 early adopters of this technology. So, kudos to them and we 680 00:47:41,910 --> 00:47:44,910 ask them, " What are your metrics and what are the 681 00:47:44,980 --> 00:47:48,240 rate of improvements that you're actually seeing today, and also what 682 00:47:48,520 --> 00:47:50,610 you envision it to be in the next three years?" 683 00:47:50,960 --> 00:47:53,880 So, very heartening to see, and I saw one question 684 00:47:53,880 --> 00:47:56,900 in the chat here that someone was asking that, " What is 685 00:47:56,900 --> 00:48:01,470 the ROI of this investment? Is it just the employee, human 686 00:48:01,470 --> 00:48:04,310 agent productivity?" And if you think the earlier adopters, of 687 00:48:04,310 --> 00:48:07,590 course they have seen improvement in efficiency and that is 688 00:48:07,590 --> 00:48:10,650 one of the metrics, but the top seat, is not just 689 00:48:10,650 --> 00:48:14,480 the efficiency of the human agents. It's actually better customer 690 00:48:14,480 --> 00:48:20,100 experience. They might be measuring it either through NPS, or that they're measuring it through customer lifetime 691 00:48:20,190 --> 00:48:24,390 value. There are different measurements. The customers might be doing it, but 692 00:48:24,930 --> 00:48:30,580 that's just number one. They feel that they actually can reduce the 693 00:48:30,580 --> 00:48:33,960 average handling time, from someone who's actually giving you a 694 00:48:33,960 --> 00:48:37,940 call, to making it more sufficient than us, either just 695 00:48:38,020 --> 00:48:42,770 being answered by the voicebot, or the chatbot, textbot. All 696 00:48:42,770 --> 00:48:45,540 tapping is on, in a reasonable amount of time, at 697 00:48:45,540 --> 00:48:49,440 the right time, with the right level of messaging to the human agent, to 698 00:48:49,440 --> 00:48:51,850 be answered in the most diligent and the most efficient way. 699 00:48:52,440 --> 00:48:55,770 So the end- to- end handling time is greatly improved, only 700 00:48:56,250 --> 00:49:00,020 24% of them say. And improved call deflection. In certain 701 00:49:00,120 --> 00:49:03,540 situations, if you see that the bot is not equipped to answer that, then 702 00:49:04,230 --> 00:49:07,070 it can be rightly moved on to a different means 703 00:49:07,070 --> 00:49:12,450 of communication. Those are the three most important rate of improvements the customers 704 00:49:13,080 --> 00:49:17,900 are reporting. Of course improvement in efficiency, and all of that is 705 00:49:17,900 --> 00:49:22,570 extremely important and improvement in operational efficiency. But I hope that answers 706 00:49:23,000 --> 00:49:25,860 the question that I saw in terms of the ROI, but 707 00:49:26,290 --> 00:49:29,540 this is something that we'll be constantly watching and running 708 00:49:29,800 --> 00:49:34,380 more extensive amounts of research over the next couple of months, and over the course of 709 00:49:34,380 --> 00:49:36,570 a year. And we'd be happy to report in more 710 00:49:37,100 --> 00:49:40,280 further interesting insights. So with that, I'll pass it on 711 00:49:40,280 --> 00:49:56,100 to you, Chris. Chris? the use cases. The answering might be coming off mute there. 712 00:49:56,440 --> 00:49:59,920 But as he's coming out- Sorry. There we go. I 713 00:49:59,920 --> 00:50:07,360 lost my track. I lost my trail and I saw here the 714 00:50:07,360 --> 00:50:13,030 window was answering questions. The way you want to implement that 715 00:50:13,030 --> 00:50:16,170 is, and we've seen that mistake happen in many customers, is they're 716 00:50:16,170 --> 00:50:20,590 trying to think about all that customer experience transformation and start 717 00:50:20,820 --> 00:50:24,450 trying to want to change an entire BU. They take 718 00:50:24,970 --> 00:50:27,440 a floor organization in their company and try to do 719 00:50:27,440 --> 00:50:30,040 a full change of that. And that's usually not the 720 00:50:30,040 --> 00:50:32,060 right way to do it. It's good to have that 721 00:50:32,060 --> 00:50:34,470 as the silver lining of all your transformation, but you 722 00:50:34,470 --> 00:50:36,690 can start with simple things. And we have seen those 723 00:50:36,690 --> 00:50:40,380 simple things being deployed. We launched about three months ago 724 00:50:40,380 --> 00:50:44,440 in April, I think, a Rapid Response VA because of 725 00:50:44,440 --> 00:50:47,420 the situation. We had massive demand for Rapid Response VA. 726 00:50:47,550 --> 00:50:49,580 We launched that and you could deploy a bot in two 727 00:50:49,580 --> 00:50:53,840 weeks for simple use cases, no return processing in retail, 728 00:50:53,840 --> 00:50:57,920 hours of operation in healthcare, balance and query in financial 729 00:50:57,920 --> 00:51:00,460 services. Those are simple use cases you can launch very, very 730 00:51:00,470 --> 00:51:04,560 quickly and get going with your customers, and tamper a 731 00:51:04,560 --> 00:51:07,480 lot of that load that did increase actually with the 732 00:51:07,480 --> 00:51:10,560 current situation through the use of bot. And then you 733 00:51:10,560 --> 00:51:13,240 expand from there adding more use cases, as you go 734 00:51:13,840 --> 00:51:18,840 to fit into your broader customer experience transformation journey. But 735 00:51:18,840 --> 00:51:23,880 start small. You can't start fast, that's the idea. Wonderful. And 736 00:51:24,210 --> 00:51:28,300 lastly, before we get to Q&A, from a Genesys perspective, 737 00:51:28,300 --> 00:51:31,490 from a Genesys vision, we want to provide the most flexible AI 738 00:51:31,490 --> 00:51:35,080 powered CX solution for the digital age. And really if 739 00:51:35,080 --> 00:51:37,640 I break that apart, as you see, that's whether you 740 00:51:37,640 --> 00:51:41,140 deploy on prem, or in the cloud, depending on the business 741 00:51:41,140 --> 00:51:44,470 outcomes that you want to optimize for breaking those silos across 742 00:51:45,760 --> 00:51:48,760 your organization, whether it's sales, marketing or service, and really 743 00:51:48,760 --> 00:51:53,580 being able to orchestrate those experiences together. So now we 744 00:51:53,580 --> 00:51:56,580 get into questions. And so I'm going to start with the question, that I'm going to answer myself. It comes from Susan, and it's about call deflection. "What is call deflection?" Call deflection at the end of 745 00:52:07,360 --> 00:52:11,810 the day means taking a customer that might otherwise consume a 746 00:52:11,810 --> 00:52:15,410 high cost resource like a human talking to an agent, 747 00:52:15,710 --> 00:52:17,950 to something that they could maybe self- service. And you're 748 00:52:17,950 --> 00:52:21,990 deflecting them from one experience to something that you will satisfy them 749 00:52:22,260 --> 00:52:26,340 well. And increasingly we're seeing that as a virtual agent 750 00:52:26,420 --> 00:52:31,830 experience, where, for a customer, they want to get an answer quickly, virtual 751 00:52:31,830 --> 00:52:34,900 agents can provide accurate, timely advice. You don't have to 752 00:52:34,900 --> 00:52:37,680 wait in queue for five minutes to get to someone that's going to tell 753 00:52:37,920 --> 00:52:46,010 you exactly the same thing. That's called deflection. I'm going 754 00:52:46,010 --> 00:52:50,970 to go to another question here, and this is going to be, Antony, it's for you- Yes. which is, " Is there 755 00:52:50,970 --> 00:52:55,170 a white paper on Google Contacts Center AI for virtual 756 00:52:55,170 --> 00:53:01,130 agents on how to deploy it?" There isn't a white 757 00:53:01,130 --> 00:53:07,300 paper, no. That said, we do have quite a few 758 00:53:07,980 --> 00:53:11,000 SI partners that are not certified, but trained on CCAI and 759 00:53:12,030 --> 00:53:15,220 can deploy that very, very well. I can name a 760 00:53:15,220 --> 00:53:20,220 few, Quantiphi, SpringML,, et cetera, are all very, very good at 761 00:53:20,220 --> 00:53:23,430 size, that have done many deployments and are targeting many. 762 00:53:25,480 --> 00:53:29,080 And can really help you through that journey creating the 763 00:53:29,080 --> 00:53:32,750 bots and deploying them, and also helping you with the agency's experience. 764 00:53:33,650 --> 00:53:36,820 Absolutely. And I will mention there is a video out 765 00:53:36,820 --> 00:53:40,080 there that you can check out which Genesys Group created 766 00:53:40,080 --> 00:53:45,310 together, which articulates some of the experiences that you can 767 00:53:45,310 --> 00:53:48,590 achieve using this technology. Ruti, next question is for you. 768 00:53:49,270 --> 00:53:52,410 It comes from Mary Ellen and it says, " Ruti, mentioned 769 00:53:52,410 --> 00:53:56,780 the democratization of data and changing culture." What tools do 770 00:53:56,780 --> 00:54:02,500 you see customers using to achieve the democratization of data, getting 771 00:54:02,500 --> 00:54:07,300 data out to the right people at the right time?" Oh, that's 772 00:54:07,300 --> 00:54:11,820 a great question. The very interesting thing today is there's 773 00:54:11,820 --> 00:54:16,390 no... It's not a few figures of the structured data 774 00:54:16,390 --> 00:54:19,840 now. There's a lot of unstructured data that is being used today. 775 00:54:20,030 --> 00:54:24,010 There's semi structured data. So, there's a cost of new set 776 00:54:24,010 --> 00:54:26,650 of breed of tools and technologies coming into place in 777 00:54:26,650 --> 00:54:31,860 terms of consolidating one common data platform. But that's just 778 00:54:31,860 --> 00:54:36,050 the starting this, specifically Facebook, because how do you transform 779 00:54:36,050 --> 00:54:39,470 the data, how you make sure the right set of 780 00:54:39,470 --> 00:54:43,780 metadata is available around them. It's a little bit fragmented market 781 00:54:43,780 --> 00:54:47,930 right now. There's something one separate for unstructured data, something for 782 00:54:47,930 --> 00:54:51,810 structured data, but there are a couple of tools and technologies, including 783 00:54:51,810 --> 00:54:55,180 from Google and the other incumbents that we talked, about 784 00:54:55,240 --> 00:54:58,100 that they can reach out to me separately to get 785 00:54:58,100 --> 00:55:01,010 the specific names, but there are things coming into for 786 00:55:01,010 --> 00:55:05,530 consolidation of different datasets, having a common metadata catalog. And 787 00:55:05,530 --> 00:55:11,170 also there are some advancements happening in transformational technology to improve 788 00:55:11,290 --> 00:55:14,320 the using Insights. AI is being used to even assess 789 00:55:14,320 --> 00:55:17,560 the quality of the data, to eliminate the biases in the 790 00:55:17,560 --> 00:55:21,920 data, to do the whole automation data pipeline. So there are 791 00:55:21,960 --> 00:55:24,300 a whole bunch of tools, but essentially it's a little 792 00:55:24,450 --> 00:55:26,640 bit fragmented right now if I have to say, but 793 00:55:26,640 --> 00:55:30,240 it's changing very rapidly. All right. So we have more 794 00:55:30,240 --> 00:55:33,410 questions that I think we're going to be able to answer in five minutes. So, we're going to get to do rapid 795 00:55:33,410 --> 00:55:38,290 fire. Antony, next question is for you, which is, " where are we seeing the 796 00:55:38,290 --> 00:55:46,820 ROI on chatbots versus increased staffing?" There's a few areas 797 00:55:46,820 --> 00:55:48,500 where you could get that. So the first one is 798 00:55:50,800 --> 00:55:55,480 when the chatbot reaches the agent, usually there's a conversational chatbot 799 00:55:55,480 --> 00:55:59,420 that did a lot of the data gathering, trying to 800 00:55:59,420 --> 00:56:01,500 solve the answer for. So, when the agent gets it, 801 00:56:02,010 --> 00:56:04,270 a lot of that information is already gathered, passed to 802 00:56:04,270 --> 00:56:06,840 the human agent, and then the call is obviously shorter, 803 00:56:06,840 --> 00:56:09,060 because you don't have to redo all that data gathering. 804 00:56:09,580 --> 00:56:12,990 There's a gain there. Second gain is a smart reply, 805 00:56:12,990 --> 00:56:16,410 which is something that we have in our technology, which actually 806 00:56:16,410 --> 00:56:23,480 suggests answers directly, and the human agent can click that 807 00:56:23,480 --> 00:56:26,740 answer, and there's these choices, there's usually two or three answers. 808 00:56:26,740 --> 00:56:28,550 They can click it, just edit it if they want, 809 00:56:28,550 --> 00:56:31,970 or just send it. So faster typing, more accurate responses, 810 00:56:32,130 --> 00:56:34,750 less typos. If you look at chat agents, they're always 811 00:56:35,560 --> 00:56:39,560 switching back to fix a typo, that doesn't happen. And 812 00:56:39,560 --> 00:56:44,700 then also the documents suggestion, knowledge suggestion help the human 813 00:56:44,700 --> 00:56:47,250 agent not have to search and put somebody on post 814 00:56:47,250 --> 00:56:50,500 search, either on Google or in their own internal systems 815 00:56:50,500 --> 00:56:54,340 to find a document. Those documents are automatically suggested through 816 00:56:54,340 --> 00:56:56,800 the Agent Assist. So that goes faster. And at the 817 00:56:56,800 --> 00:56:59,560 end of the call, the call dispositions also shorten because 818 00:56:59,560 --> 00:57:02,020 all that conversation, the intents that were detected in the 819 00:57:02,020 --> 00:57:05,130 conversational, are put in a little summary that can be put 820 00:57:05,130 --> 00:57:08,100 on the case. So you're gaining efficiency in every step 821 00:57:08,100 --> 00:57:12,430 of the way there. Wonderful. I'll take the next question 822 00:57:12,430 --> 00:57:16,250 from Christine, which is, " Where can I find more information about 823 00:57:16,250 --> 00:57:19,460 Agent Assist, how it works, what does the implementation look 824 00:57:19,780 --> 00:57:24,970 like, what can you do with it? And how it's being used by other customers currently?" Genesys. com. 825 00:57:25,500 --> 00:57:28,500 So we would love to talk to you about that as an implementation partner with 826 00:57:28,500 --> 00:57:34,390 Google, about how real world customers are using it, the benefits, 827 00:57:34,740 --> 00:57:38,140 the timelines, the whole lot. So very happy to engage 828 00:57:38,140 --> 00:57:41,100 with you on that. There is additional information on google. 829 00:57:41,320 --> 00:57:44,830 com if you looked at Contact Centre AI, which takes you 830 00:57:44,830 --> 00:57:50,140 through the Contact Center AI Agent Assist capabilities as well. My 831 00:57:50,140 --> 00:57:54,730 next question, Antony, I'm going to come back to you 832 00:57:54,730 --> 00:57:58,420 on this one. This is from Darrius which is, " What level 833 00:57:58,420 --> 00:58:02,880 of effort does it take to tune the AI for multi- 834 00:58:02,880 --> 00:58:07,990 tone responses, for it to be conversational?" Just for the 835 00:58:07,990 --> 00:58:11,360 audience benefit, the multi- tone response is really when you're 836 00:58:11,360 --> 00:58:15,130 going back and forth in the conversation, so it feels 837 00:58:15,130 --> 00:58:19,640 natural. But Antony what's your answer there? There's a few 838 00:58:19,640 --> 00:58:22,130 things in that question. First thing I would say the 839 00:58:22,190 --> 00:58:27,150 model itself, the understanding model does not need to be 840 00:58:27,150 --> 00:58:30,640 retrained, or trained, or do anything special. But one we provide out of 841 00:58:30,720 --> 00:58:32,810 the box for you is actually very powerful and can 842 00:58:32,860 --> 00:58:35,520 adapt. So how you're going to tune it, is based 843 00:58:36,730 --> 00:58:39,290 via courtesy of the training phrases and the appropriate training 844 00:58:39,290 --> 00:58:42,960 phrases to tell our NLU what they need to search for 845 00:58:43,240 --> 00:58:47,860 in those sentences, that's on a one tone basis. Multi- 846 00:58:47,860 --> 00:58:53,410 tone Dialogflow supports many, many bot returns, conversation, and can 847 00:58:53,410 --> 00:58:55,890 do all the back end calls, have different paths based 848 00:58:55,890 --> 00:58:59,190 on the responses from those web hooks that you're doing 849 00:58:59,190 --> 00:59:05,060 the back end. It's not technically complicated, obviously you need 850 00:59:05,060 --> 00:59:07,540 to adapt to conversation. So there is a level of effort, 851 00:59:07,830 --> 00:59:09,430 as I said, you can start in a couple of 852 00:59:09,430 --> 00:59:11,610 weeks and get one or two bugs going and then 853 00:59:11,850 --> 00:59:17,200 add more as you go. I would say overall, it's 854 00:59:17,200 --> 00:59:19,980 going to be a journey because you probably have hundreds of 855 00:59:19,980 --> 00:59:23,570 use cases, but you can get started pretty quickly, and 856 00:59:23,650 --> 00:59:28,570 you do not have to retrain the model. This is 857 00:59:28,570 --> 00:59:34,280 done automatically by Dialogflow, even in a multi- tone environment. 858 00:59:34,280 --> 00:59:39,330 Awesome. It's hard to answer a short statement on this one. It's really 859 00:59:39,330 --> 00:59:42,900 encouraging to see that we have so many questions. Just because we didn't answer 860 00:59:42,910 --> 00:59:44,610 them right now, it doesn't mean that we're not going to. I'm going to 861 00:59:44,610 --> 00:59:50,100 answer one last question and hand back to Josh, our moderator here. 862 00:59:50,290 --> 00:59:55,810 So the question is from HCL, "Is there a specific version of Genesys that is 863 00:59:55,810 --> 00:59:59,070 required for CCAI to work?" Guess what the good news 864 00:59:59,200 --> 01:00:05,720 is, we've integrated Google CCAI all on our various capabilities 865 01:00:05,970 --> 01:00:11,260 across Genesys, PureConnect, Engage and Genesys Cloud. So no matter 866 01:00:11,260 --> 01:00:13,700 what platform you're on, we have something for you. We 867 01:00:13,700 --> 01:00:18,510 can look at your specific requirements and give you a path 868 01:00:18,510 --> 01:00:21,640 forward. So with that, Josh, I'm going to hand it 869 01:00:21,640 --> 01:00:25,940 back to you to take us through what's next. Awesome. 870 01:00:26,260 --> 01:00:29,650 Thank you very much, Chris. Like you mentioned, unfortunately, that 871 01:00:29,650 --> 01:00:31,410 is the end of our Q& A, but don't freak, 872 01:00:31,820 --> 01:00:33,870 even though we didn't answer it live, we will follow 873 01:00:33,870 --> 01:00:36,790 up with you via email within the next few business days. So just be 874 01:00:36,890 --> 01:00:40,990 on the lookout for our prompt responses to you. So 875 01:00:41,080 --> 01:00:44,270 with all that being said, to wrap up, first, don't 876 01:00:44,270 --> 01:00:46,740 forget to take advantage of the additional resources within the 877 01:00:46,740 --> 01:00:50,560 resource list. Specifically the Contact Center AI success kit, the 878 01:00:50,560 --> 01:00:54,270 IDC spotlight and the Genesys and Google Cloud partnership page 879 01:00:54,270 --> 01:00:57,080 on genesys. com. Be sure to click those before today's 880 01:00:57,080 --> 01:00:59,310 session ends, and they'll open up in a new tab 881 01:00:59,310 --> 01:01:01,720 in your browser and give you an additional information on 882 01:01:01,720 --> 01:01:06,360 today's topic. Also after today's session concludes, you'll have the 883 01:01:06,360 --> 01:01:08,610 opportunity to fill out that brief survey that I mentioned 884 01:01:08,610 --> 01:01:12,470 before. We'd love and appreciate your feedback. And lastly, be 885 01:01:12,570 --> 01:01:14,470 sure to check out our new podcast Tech Talks in Twenty, where 886 01:01:15,080 --> 01:01:17,900 we sit down with Genesys experts to discuss the topics 887 01:01:17,900 --> 01:01:20,270 that you want to hear, in about 20 minutes. You 888 01:01:20,270 --> 01:01:22,580 can listen on our website as well as anywhere you 889 01:01:22,680 --> 01:01:27,010 get your podcasts, iTunes, Google Play, Spotify, and Stitcher. So 890 01:01:27,010 --> 01:01:29,700 with all that being said on behalf of Chris, Ritu and 891 01:01:29,700 --> 01:01:32,630 Antony, as well as the entire Genesys team, we thank 892 01:01:32,630 --> 01:01:36,280 you for joining today's webcast titled, Unlock the transformative power 893 01:01:36,280 --> 01:01:39,670 of AI for Contact Centers. Until next time, have a 894 01:01:39,670 --> 01:01:42,540 good one, everyone. Thank you.[mktoform cta_header="WATCH NOW" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t8gXQAQ"] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Product Marketing Genesys AppFoundry Webinar Improve productivity while increasing customer satisfaction [cutoff co_thick="2px"]Wednesday, July 29, 2020 at 8 AM PDT Customer experience is everything. Customers expect you to have the tools in place to solve issues in a timely and effective manner. But, when there’s also added pressure to do more with less, increasing your call center and sales agents’ productivity is key. Join us to learn how you can leverage CTI to provide your agents with insight into your customer’s issues, drive agent productivity and increase reporting to make the right business decisions. In this webinar you’ll learn how to: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t8sEQAQ"] Meet the Speaker Jeff Knight VP of Sales Upland InGenius LinkedIn Live Demo Genesys Cloud: The power of a visionary workforce engagement solution [cutoff co_thick="2px"][webinarschedulesingle]Whether you’re an agent or a supervisor, the complexity of your contact center solution can interfere with your ability to do your job well. A host of overly complex solutions forces your employees to focus their attention on navigating technology rather than providing excellent customer experiences, and can waylay them with updates that break parts of their systems, confusion about which solutions to use for specific tasks, and an ability to see and understand the bigger picture with integrated reporting and analytics. Watch this on-demand demo for the Genesys integrated, all-in-one WEM solution. During this 25-minute session, you’ll get a chance to see the highlights of our solution in action.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8bmQAA"] Meet the Speakers Robert Beasley Director, Strategic Solutions Genesys Webinar Bytes [Webinar Bytes] Managing change: From on-premises to cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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 from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. In these webinar bytes, join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. Better customer and employee experiences await. Take the next step by watching today. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,090 Two of the top questions 2 00:00:01,090 --> 00:00:02,860 I hear from customers is" 3 00:00:04,540 --> 00:00:05,960 Why do change management in 4 00:00:05,960 --> 00:00:07,540 the first place?" And also, " 5 00:00:07,540 --> 00:00:08,960 How do other companies do 6 00:00:08,960 --> 00:00:11,260 change management?" So for today's 7 00:00:11,260 --> 00:00:13,220 conversation and we've talked about 8 00:00:13,220 --> 00:00:14,460 it before, we want to 9 00:00:14,460 --> 00:00:15,770 get your feedback and your 10 00:00:15,770 --> 00:00:17,330 insight. So I'm going to 11 00:00:17,330 --> 00:00:18,700 kick things over first to 12 00:00:18,700 --> 00:00:21,010 Laurie, and ask Laurie and 13 00:00:21,010 --> 00:00:23,200 then Julie, can you share 14 00:00:23,200 --> 00:00:26,570 with us what... about what 15 00:00:26,570 --> 00:00:28,380 change management means to you? 16 00:00:29,970 --> 00:00:34,630 Yeah. Thank you... It's one 17 00:00:34,630 --> 00:00:36,220 of my favorite topics. I 18 00:00:36,220 --> 00:00:37,070 got trained in it a 19 00:00:37,070 --> 00:00:38,540 long time ago and get 20 00:00:38,540 --> 00:00:40,090 to apply it on projects all 21 00:00:40,090 --> 00:00:41,260 the time as a consultant, 22 00:00:41,320 --> 00:00:42,080 I've worked with a lot 23 00:00:42,080 --> 00:00:43,990 of different companies. When I'm 24 00:00:43,990 --> 00:00:45,920 helping clients understand what we're 25 00:00:45,920 --> 00:00:47,390 talking about with change management, 26 00:00:47,390 --> 00:00:49,020 we say it's concepts and 27 00:00:49,020 --> 00:00:51,050 tools. Everyone understands that project 28 00:00:51,050 --> 00:00:53,310 management concept, but this is 29 00:00:53,310 --> 00:00:54,740 about helping, as you said, 30 00:00:54,740 --> 00:00:57,660 individuals and groups change. I 31 00:00:57,660 --> 00:00:58,410 like to think of it 32 00:00:58,410 --> 00:00:59,720 as a journey. Any project 33 00:00:59,720 --> 00:01:01,460 you're on a journey, and 34 00:01:01,460 --> 00:01:02,390 you want to bring everybody 35 00:01:02,390 --> 00:01:04,260 along successfully to that target 36 00:01:04,260 --> 00:01:06,430 destination, and you're going to 37 00:01:06,430 --> 00:01:07,510 hit some bumps. You're going 38 00:01:07,510 --> 00:01:08,830 to have some detours along 39 00:01:08,830 --> 00:01:10,650 the way and change management 40 00:01:10,650 --> 00:01:12,220 really helps everybody adjust and 41 00:01:12,220 --> 00:01:13,660 adapt as you go on 42 00:01:13,660 --> 00:01:15,280 that journey, and still hopefully 43 00:01:15,280 --> 00:01:16,000 end up at the right 44 00:01:16,000 --> 00:01:17,990 place together and able to 45 00:01:17,990 --> 00:01:18,990 get the benefits of that 46 00:01:18,990 --> 00:01:22,220 change. Good. Laurie, what's your 47 00:01:22,220 --> 00:01:25,920 insight to share? Yeah, thanks 48 00:01:25,920 --> 00:01:27,630 Laurie and so when I look 49 00:01:27,630 --> 00:01:29,230 at change management, I kind 50 00:01:29,230 --> 00:01:30,480 of... well I'm a project 51 00:01:30,480 --> 00:01:31,530 manager, so I view it 52 00:01:31,580 --> 00:01:33,000 from a project management and 53 00:01:33,000 --> 00:01:35,850 customer perspective. So anytime there 54 00:01:35,850 --> 00:01:37,280 is a project, there will 55 00:01:37,280 --> 00:01:39,830 be organizational changes that'll have 56 00:01:39,830 --> 00:01:40,940 to be thought through from 57 00:01:40,940 --> 00:01:43,120 a customer perspective and to 58 00:01:43,120 --> 00:01:45,000 Laurie's point, it's about identifying 59 00:01:45,000 --> 00:01:46,320 that bunch of people in 60 00:01:47,200 --> 00:01:48,450 a project. We call those 61 00:01:48,450 --> 00:01:49,760 the stake holders, and getting 62 00:01:49,760 --> 00:01:51,380 them bought into that vision 63 00:01:51,740 --> 00:01:52,850 and why the change is 64 00:01:52,850 --> 00:01:54,600 needed in determining the plan 65 00:01:54,600 --> 00:01:55,560 on how to get them 66 00:01:55,930 --> 00:01:58,780 to that desired state. So 67 00:01:58,780 --> 00:01:59,960 I feel like if you 68 00:01:59,960 --> 00:02:01,540 can create a framework or 69 00:02:01,540 --> 00:02:03,450 guard rails around that process, 70 00:02:03,760 --> 00:02:05,420 that really is very beneficial 71 00:02:05,420 --> 00:02:07,140 for organizations to be able 72 00:02:07,140 --> 00:02:08,730 to obtain and get to 73 00:02:08,730 --> 00:02:10,210 the goals of change management. Webinar Bytes [Webinar Bytes] The new normal: Redefining business continuity We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. In these webinar bytes, join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd – South Africa Paul Bourdeaux Vice President, IT eFinancial [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,320 I normally work from home although I do travel a 2 00:00:02,330 --> 00:00:04,740 lot, so I probably spend half of my time at 3 00:00:04,740 --> 00:00:07,820 home and half of my time on the road. Some 4 00:00:07,820 --> 00:00:11,580 companies, for example, are considering, should we create a working 5 00:00:11,580 --> 00:00:15,220 from home model beyond the crisis? Sheila she certainly needed 6 00:00:15,220 --> 00:00:18,080 no introduction, her reputation in the contact center space and 7 00:00:18,080 --> 00:00:21,610 the customer experience space, procedure around the world in North 8 00:00:21,610 --> 00:00:25,170 America. We have about 400 call center agents that serves 9 00:00:25,170 --> 00:00:28,310 both sales agents, transfer agents, customer care reps, and as 10 00:00:28,310 --> 00:00:30,940 well as independent agents spread across the country. So to 11 00:00:31,200 --> 00:00:33,700 get us started with this conversation, I would first like 12 00:00:33,790 --> 00:00:36,750 to ask Sheila to give us her analyst perspective on 13 00:00:36,750 --> 00:00:39,470 the current state of customer experience and the impact that 14 00:00:39,760 --> 00:00:42,870 COVID-19 is having in the contact center space. And he's nodding 15 00:00:42,870 --> 00:00:46,350 because it's an important piece of research that a lot 16 00:00:46,350 --> 00:00:49,600 of us in the context center look forward to seeing 17 00:00:49,600 --> 00:00:55,360 that new data every year. And digital transformation, supplying better 18 00:00:55,360 --> 00:01:00,820 digital customer experience, meeting the demands of consumers who want 19 00:01:01,110 --> 00:01:05,440 better digital options from the organizations and the companies that 20 00:01:05,440 --> 00:01:09,250 they work with. So despite some slight differences in state 21 00:01:09,250 --> 00:01:13,340 government guidelines for COVID response, eFinancial chose to enable working 22 00:01:13,340 --> 00:01:15,490 from home for all of our agents and employees at 23 00:01:15,490 --> 00:01:17,780 the same time. Colin maybe the same question for you, 24 00:01:18,240 --> 00:01:21,140 what was the changes for your agents and are they 25 00:01:21,140 --> 00:01:24,780 working from home? And we're going to go back to that topic in 26 00:01:24,780 --> 00:01:27,180 a minute, but Paul, same question for you, how has 27 00:01:27,180 --> 00:01:30,460 the business been effective for you guys and disruption and 28 00:01:30,460 --> 00:01:33,200 customer experience and how are you mitigating it? So that 29 00:01:33,200 --> 00:01:36,330 was an initiative from our CEO, Tony Bates and his 30 00:01:36,330 --> 00:01:40,490 leadership and with constant communication and a lot of transparency 31 00:01:40,490 --> 00:01:43,030 and very quickly shutting down our offices and making sure 32 00:01:43,030 --> 00:01:45,960 that everybody was okay and working from home and staying 33 00:01:45,960 --> 00:01:49,360 safe. So we'll be looking a lot more at stuff like 34 00:01:49,430 --> 00:01:53,180 customer self- help stuff like where your Genesys platform can 35 00:01:53,180 --> 00:01:55,840 bring all communications types into one space where we can 36 00:01:55,840 --> 00:01:58,650 actually make sense of that data and actually start delivering 37 00:01:58,650 --> 00:02:02,510 on what customers want. Some of those we can supply, 38 00:02:02,940 --> 00:02:05,640 even if the contact center is not in the cloud 39 00:02:05,640 --> 00:02:10,340 yet, but the vision should be to the point that 40 00:02:10,340 --> 00:02:12,880 was made earlier by Paul and Colin. So the question 41 00:02:12,880 --> 00:02:15,380 for you has this crisis and the fact that your 42 00:02:16,110 --> 00:02:18,970 agents are working from home, have been working from home 43 00:02:18,970 --> 00:02:20,830 now for a while. So just making sure that a 44 00:02:21,600 --> 00:02:23,700 bot is not just about call deflection, but it's also 45 00:02:23,850 --> 00:02:26,220 about being able to give context to an agents as 46 00:02:26,220 --> 00:02:29,140 to what the customer journey is from an eCommerce perspective. 47 00:02:29,140 --> 00:02:32,290 They're taking their contact center agents and moving them to 48 00:02:32,510 --> 00:02:35,590 cloud based solutions. So with that on behalf of Sheila, 49 00:02:35,660 --> 00:02:39,420 Barbara, Colin, and Paul, as well as the entire Genesys team, 50 00:02:39,540 --> 00:02:42,090 we thank you again for joining today's webcast, The New 51 00:02:42,090 --> 00:02:44,360 Normal Redefining Business Continuity. GovLoop Online Training: The Future of Customer Experience is in Automation [cutoff co_thick="2px"]A new wave of citizen experience is here. Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies are being deployed much more widely, however, many agencies are still slow to implement these solutions. Agencies can create better customer experience with automation. New government data from GovLoop and Genesys, shows that 62% of respondents see the biggest benefit of automation is allowing agents to focus on more complex services or problems. In this training, you’ll learn: How successful agencies have been able to overcome barriers to see enhanced citizen experience with automation tools. Results from a survey with GovLoop and Genesys on how automation could free up employees’ time to do more mission critical tasks. How automation could create avenues of self-service for customers who need information in real-time. [mktoform cta_header="Watch the training" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t9k1QAA"] Meet the Speakers Jodi M. Thompson Senior Principle Business Consultant, Genesys Jennifer Hill Management and Program Analyst, Bureau of the Fiscal Service, Department of Treasury AppFoundry Webinar How to launch self-service knowledge fast [cutoff co_thick="2px"]Wednesday, July 8, 2020 at 8AM PST This webinar will show how to roll out 24/7 customer self-service and immediately relieve your contact center. The deployment is much faster than you might think—but only if done in the right way. Done correctly, this rollout will facilitate self-service interactions within the first three-to-ten days of deployment. Within weeks, you can expect self-service interactions to outstrip assisted interactions. This is good news for customer experience, contact center efficiency and for your company. You'll learn: The core pieces every company needs to quickly and successfully roll out self-service Expected timeline and outcomes for rapid-launch self-service deployments Use cases from MindTouch customers that have successfully launched self-service on compressed timelines Sign up for this webinar today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t7zTQAQ"] Meet the Speaker Aaron Rice CEO MindTouch Monthly Genesys Cloud Demo See Genesys Cloud in action: Keep your employees happy [cutoff co_thick="2px"][webinarschedulesingle]Your call center and customer service agents are the voice and face of your company. How they feel about their work has a ripple effect; happy and engaged employees create better customer experiences. Simplify their work with tools like unified communications. Ensure consistent service with quality tracking and measuring. And use custom widgets to get a clear picture of key KPIs. Modern call center software, like the Genesys CloudTM platform, can improve the work life of your agent and supervisors. Join us for the June Genesys Cloud demo to learn more about tools that improve the employee experience.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8CmQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Get an in-depth look into: Market AI adoption Reality, practicality and best practices for implementing and scaling AI MIT predictions about the role of AI [cutoff co_thick="2px"]1 00:00:05,100 --> 00:00:08,410 Good morning, evening and afternoon everyone. This is Josh Reed from 2 00:00:08,410 --> 00:00:10,420 the digital events team here at Genesys and I'll be 3 00:00:10,420 --> 00:00:13,620 moderating today's webcast. Let me be the first to welcome 4 00:00:13,620 --> 00:00:17,360 you all to today's webcast titled AI in the Contact Center: 5 00:00:17,530 --> 00:00:21,750 The Promise, Reality and Future. So to make sure that you 6 00:00:21,750 --> 00:00:24,610 have the best experience viewing today's webcast, let me highlight 7 00:00:24,610 --> 00:00:27,330 a few things first. First off, if you experience any 8 00:00:27,330 --> 00:00:31,610 problems viewing or listening to today's webcast, refresh your browser 9 00:00:31,610 --> 00:00:34,110 and make sure that it's up to date to support HTML5 as this 10 00:00:34,110 --> 00:00:37,930 usually fixes any console issues that you might experience. Also it 11 00:00:37,930 --> 00:00:40,500 might help to switch over to something like Mozilla Firefox 12 00:00:40,500 --> 00:00:42,670 or Chrome as well as these are the best browsers 13 00:00:42,670 --> 00:00:45,920 to support the webcast platform. And if you're having trouble 14 00:00:45,920 --> 00:00:49,460 seeing the slide window or the webcam window, that's completely 15 00:00:49,460 --> 00:00:51,680 fine. You do have the ability to enlarge that by 16 00:00:51,680 --> 00:00:56,330 dragging one of the corners throughout the presentation. Also note 17 00:00:56,330 --> 00:00:59,130 this webcast is designed to be an interactive experience between 18 00:00:59,130 --> 00:01:01,310 you and our presenters today. So at any time during 19 00:01:01,310 --> 00:01:03,510 the webcast, feel free to throw questions into the Q& 20 00:01:03,510 --> 00:01:07,430 A window below this slide window and we'll answer as 21 00:01:07,430 --> 00:01:10,340 many as we can at the end of the presentation. However, 22 00:01:10,500 --> 00:01:12,630 as sometimes it does happen if time gets away from 23 00:01:12,630 --> 00:01:15,670 us and we aren't able to answer your question aloud, 24 00:01:15,910 --> 00:01:18,320 don't frank we will follow up with you via email 25 00:01:18,320 --> 00:01:21,940 within the next few business days. And also know if 26 00:01:21,940 --> 00:01:24,100 you're joining late or you have to jump, or if 27 00:01:24,100 --> 00:01:26,400 you have to go somewhere else during the presentation, don't 28 00:01:26,400 --> 00:01:28,710 worry about that. This is being recorded and you will 29 00:01:28,710 --> 00:01:31,560 receive an on demand recording from ON24 within the next 30 00:01:31,560 --> 00:01:33,320 few business days. So just be on the lookout for 31 00:01:33,320 --> 00:01:37,080 that. Also at any time during today's webcast, feel free 32 00:01:37,080 --> 00:01:40,280 to check out the resource box just below the slide window 33 00:01:40,280 --> 00:01:42,870 next to the Q& A window. Clicking through won't take you away, 34 00:01:42,870 --> 00:01:44,530 so don't worry about that. It'll open up in a 35 00:01:44,530 --> 00:01:47,330 new tab in your browser, but these resources expand on 36 00:01:47,330 --> 00:01:51,370 today's topic. And lastly, we welcome and appreciate your feedback. 37 00:01:51,420 --> 00:01:53,330 So you'll have the opportunity to fill out a short 38 00:01:53,330 --> 00:01:56,020 survey today. It can be found in the last icon 39 00:01:56,020 --> 00:01:58,470 to the left or it'll show up automatically at the 40 00:01:58,470 --> 00:02:00,720 end of the presentation, but we definitely want to collect 41 00:02:00,720 --> 00:02:02,780 your feedback about what you would like to hear in 42 00:02:02,780 --> 00:02:07,390 the future for our webcasts. And like I said, short 43 00:02:07,390 --> 00:02:11,040 and sweet. So today we have three excellent presenters excited 44 00:02:11,040 --> 00:02:14,020 to discuss how to get details on current AI use 45 00:02:14,020 --> 00:02:17,760 cases, challenges, and trends, and see how the COVID-19 pandemic 46 00:02:17,760 --> 00:02:21,850 has changed the trajectory of AI in the contact center. First 47 00:02:21,850 --> 00:02:24,210 we have Janelle Dieken. She's the Senior Vice President of 48 00:02:24,290 --> 00:02:28,370 Product Marketing here at Genesys and joining Janelle today, we 49 00:02:28,370 --> 00:02:32,040 have two special guests from MIT technology review insights. Let 50 00:02:32,040 --> 00:02:35,440 me welcome Claire Beatty, the Editorial Director for International Markets 51 00:02:36,010 --> 00:02:38,980 and we also have Aarde Cosseboom, the Senior Director of GMS 52 00:02:38,980 --> 00:02:42,960 Technology, Product and Analytics from Textile. So with all that 53 00:02:42,960 --> 00:02:45,310 being said, I'm actually going to hand things off Claire 54 00:02:45,760 --> 00:02:48,040 to kick us off today. Claire, the floor is yours. 55 00:02:49,330 --> 00:02:52,600 Thank you. Thank you for the introduction, Josh. And I'm delighted to 56 00:02:52,600 --> 00:02:55,720 welcome you to this webinar today. We will be presenting 57 00:02:55,720 --> 00:02:59,490 the findings of a piece of research conducted with Genesys. 58 00:02:59,490 --> 00:03:02,300 It's called the Global AI Agenda, and we will be 59 00:03:02,300 --> 00:03:06,490 facilitating a discussion around that. So first of all, let 60 00:03:06,490 --> 00:03:09,680 me introduce you to the research that we will be 61 00:03:09,680 --> 00:03:18,510 presenting today. In December, 2019 and January, 2020, we conducted 62 00:03:18,510 --> 00:03:23,330 a global survey of about 1000 AI leaders, C level 63 00:03:23,330 --> 00:03:27,210 executives, heads of sales and marketing all across the world, 64 00:03:27,210 --> 00:03:30,730 so in Latin America, North America, Europe, the middle East and 65 00:03:30,730 --> 00:03:34,040 Africa and Asia Pacific. And the questions that we asked 66 00:03:34,040 --> 00:03:37,610 them are here on your screen. So what is the status of AI 67 00:03:37,610 --> 00:03:41,050 adoption globally? And what are the leading use cases? What 68 00:03:41,050 --> 00:03:44,350 are the benefits that companies are seeing through AI adoption 69 00:03:44,350 --> 00:03:47,850 so far and what are some of the obstacles? And then lastly, the 70 00:03:47,850 --> 00:03:51,500 idea of data sharing. So how are companies looking at 71 00:03:51,500 --> 00:03:56,050 the data sets that they have thinking about the potential benefits that could 72 00:03:56,050 --> 00:03:59,770 be gained if they share that data with third parties 73 00:04:00,030 --> 00:04:01,390 and what would it mean? What would they need to 74 00:04:01,390 --> 00:04:03,830 see in order to jump into this new world of 75 00:04:03,830 --> 00:04:08,320 data sharing? So with that, let me dive straight into 76 00:04:08,320 --> 00:04:12,330 some of the results of the survey. So the headline 77 00:04:12,380 --> 00:04:17,270 finding is that of the large companies that we surveyed, by 78 00:04:17,270 --> 00:04:21,600 the end of 2019 about 87% said that they were 79 00:04:21,600 --> 00:04:25,860 using AI somewhere in their business operations and the chart 80 00:04:26,140 --> 00:04:30,360 that's on your slide here shows the industries that are 81 00:04:30,380 --> 00:04:35,030 perhaps furthest ahead in this AI journey. And we see 82 00:04:35,030 --> 00:04:40,970 that financial services has really high expectations of AI. The 83 00:04:40,970 --> 00:04:44,980 question is within three years, approximately what percentage of your 84 00:04:44,980 --> 00:04:48,940 business processes will use AI? So you can see financial 85 00:04:48,940 --> 00:04:52,720 services is the furthest ahead. And they just have so 86 00:04:52,720 --> 00:04:58,420 many use cases from customer processes to back office operations, 87 00:04:58,720 --> 00:05:04,320 to risk management, to portfolio management, to cybersecurity. So they're actually 88 00:05:04,320 --> 00:05:13,610 very mature in using AI in the business. So next 89 00:05:13,610 --> 00:05:20,080 we looked at what are the largest AI use cases 90 00:05:20,080 --> 00:05:25,090 globally. And we saw the lead finding is that quality 91 00:05:25,090 --> 00:05:29,200 control followed by customer care and support and cybersecurity are 92 00:05:30,200 --> 00:05:35,160 the leading use cases globally. And if we think about 93 00:05:35,560 --> 00:05:40,480 quality control, there are just so many different ways that 94 00:05:40,480 --> 00:05:44,540 might look like depending on what industry you're in, whether you're in pharma 95 00:05:44,540 --> 00:05:48,270 or manufacturing, you might be using a different array of 96 00:05:48,310 --> 00:05:51,690 AI technologies for that use case, but that is the 97 00:05:51,690 --> 00:05:55,550 leading use case globally. So I'd like to bring in 98 00:05:55,560 --> 00:05:58,610 Aarde at this point to tell us a little bit 99 00:05:58,760 --> 00:06:02,700 about AI at Textile. What are some of the leading 100 00:06:02,700 --> 00:06:04,870 use cases you're seeing in your business Aarde? Aarde I think 101 00:06:04,870 --> 00:06:37,900 you might be on mute. Josh, perhaps you can help get Aarde 102 00:06:37,900 --> 00:06:41,430 off mute. Janelle I want to it over to you at this point? 103 00:06:42,370 --> 00:06:46,650 Hello. No, go ahead Janelle if you'd like to step 104 00:06:46,650 --> 00:06:47,850 in real fast and let me see if I can get Aarde 105 00:06:47,850 --> 00:06:53,410 unmuted here. Okay. No problem. Janelle tell us about your customers. 106 00:06:55,180 --> 00:06:59,180 Sure. So I think when we think of use of 107 00:06:59,180 --> 00:07:03,110 AI, especially as it relates to a couple of the 108 00:07:03,110 --> 00:07:06,660 columns in your chart here around customer service and support 109 00:07:06,660 --> 00:07:11,360 as well as even personalization, bots are often the first 110 00:07:11,360 --> 00:07:14,920 type of use case that comes to mind especially for 111 00:07:14,920 --> 00:07:18,970 customer support. But we also see it as more than 112 00:07:18,970 --> 00:07:23,880 just a Voicebot or a Chatbot. When I look at 113 00:07:23,880 --> 00:07:28,820 both personalizing products and services, as well as customer care 114 00:07:28,820 --> 00:07:32,450 and support, here at Genesys we believe that the future 115 00:07:32,450 --> 00:07:38,410 of customer experience is rooted in those highly personalized experiences 116 00:07:38,490 --> 00:07:42,470 powered by AI. That's a part of what we call 117 00:07:42,540 --> 00:07:48,260 experience as a service. And so that phrase experience as 118 00:07:48,260 --> 00:07:51,600 a service might be new to some, if not all 119 00:07:51,600 --> 00:07:53,560 of you. So let me unpack that for a moment. 120 00:07:54,260 --> 00:07:57,770 Experience as a service, it really just looks to help 121 00:07:57,770 --> 00:08:04,390 companies to provide personalization at scale where employees of companies 122 00:08:04,390 --> 00:08:09,190 can interact with their customers not only with efficiency and 123 00:08:09,190 --> 00:08:12,210 effectiveness, which are still important, but also with that added 124 00:08:12,210 --> 00:08:17,320 element of empathy, to help foster customer loyalty and trust 125 00:08:17,320 --> 00:08:20,330 along the way. And so if I go to the 126 00:08:20,330 --> 00:08:22,680 next slide and go to a little bit more detail 127 00:08:22,680 --> 00:08:25,880 on that, how we think of it here at Genesys 128 00:08:25,970 --> 00:08:30,570 with experience as a service is that each interaction between 129 00:08:31,000 --> 00:08:34,900 someone in your business and your end customers should start 130 00:08:34,900 --> 00:08:38,940 with your customer right at the center. And if you 131 00:08:38,940 --> 00:08:44,450 gain an understanding of that customer's needs, their intent and 132 00:08:44,450 --> 00:08:49,270 their preferences, then you can make customers feel remembered, heard 133 00:08:49,270 --> 00:08:52,210 and understood just as if you would in your other 134 00:08:52,210 --> 00:08:55,680 relationships that you build in life. And so in other 135 00:08:55,680 --> 00:08:59,180 words, in your experiences, you can go beyond the elements 136 00:08:59,180 --> 00:09:02,270 of efficiency and effectiveness in your contact center environment, which 137 00:09:02,270 --> 00:09:06,510 are still important and be more empathetic to really personalize 138 00:09:06,510 --> 00:09:11,390 that experience further. On interactions rooted in empathy, where you 139 00:09:11,390 --> 00:09:15,440 make the customer feel remembered, heard and understood, make it 140 00:09:15,440 --> 00:09:21,120 easier to build trust and earn loyalty for stronger connections 141 00:09:21,120 --> 00:09:25,450 and better results. And to achieve that at scale, which 142 00:09:25,450 --> 00:09:29,570 can be really where the challenge and complexity comes into the picture, 143 00:09:30,160 --> 00:09:32,980 you need to just have the right tools and technology 144 00:09:32,980 --> 00:09:36,570 in place. And we believe with experience as a service, 145 00:09:36,810 --> 00:09:43,410 that's a combination of three core components, data, artificial intelligence 146 00:09:43,650 --> 00:09:46,360 and engagement tools. And if I unpack that a little 147 00:09:46,360 --> 00:09:50,290 bit more as it relates to your question, Claire, around 148 00:09:50,290 --> 00:09:54,020 various use cases, we need to start with data because 149 00:09:54,070 --> 00:09:58,010 if I'm going to provide a personalized experience where I 150 00:09:58,010 --> 00:10:02,660 inject empathy and I want the customer to feel known 151 00:10:02,660 --> 00:10:04,990 and heard and understood, I have to know something about 152 00:10:04,990 --> 00:10:08,560 them. And so empathy requires information, not only about your 153 00:10:08,560 --> 00:10:12,430 customer, but also the employees that are serving them. And 154 00:10:12,430 --> 00:10:15,300 we see your contact center as really a gold mine 155 00:10:15,300 --> 00:10:20,240 for that data. By unifying historic third party and behavioral 156 00:10:20,240 --> 00:10:22,780 data, you can put that good data use. And that's 157 00:10:22,780 --> 00:10:27,500 where artificial intelligence comes into play, where AI can turn 158 00:10:27,500 --> 00:10:29,920 the mounds and mounds and mounds of data that you 159 00:10:29,920 --> 00:10:33,430 have into those real time insights and actions and make 160 00:10:33,430 --> 00:10:37,460 sense of it all with all your conversational data to 161 00:10:37,460 --> 00:10:40,780 predict, maybe engaging in the right moment, if they're surfing 162 00:10:40,780 --> 00:10:43,930 on your website or to predict who is the best 163 00:10:43,930 --> 00:10:47,980 person to answer that phone call or that email, or 164 00:10:47,980 --> 00:10:52,380 even predict who is the right resources to staff to 165 00:10:52,380 --> 00:10:55,500 handle that volumes to begin with. So it can automate 166 00:10:55,500 --> 00:10:59,240 decisions about who, when and how to engage extending beyond 167 00:10:59,240 --> 00:11:02,500 just the example of bots. And then thirdly, with the 168 00:11:02,500 --> 00:11:06,530 right engagement tools, it allows you to personalize those experiences, 169 00:11:06,550 --> 00:11:11,440 not just for customer service, but really across the lifecycle 170 00:11:11,440 --> 00:11:17,000 of your engagement in person across marketing sales and service, 171 00:11:17,000 --> 00:11:21,020 and the best engagement tools can help your employees know 172 00:11:21,020 --> 00:11:24,000 the road that your customer has traveled on and anticipate 173 00:11:24,000 --> 00:11:28,460 what they need most. So all together with data, with 174 00:11:28,470 --> 00:11:32,730 artificial intelligence making sense of that data and really using 175 00:11:32,730 --> 00:11:37,120 AI and those applications, spanning marketing, sales, and service, we 176 00:11:37,120 --> 00:11:40,770 feel you can create personalized experiences at scale that can 177 00:11:40,770 --> 00:11:45,020 help you provide true empathy to build trust and drive 178 00:11:45,020 --> 00:11:49,290 loyalty and that's experience of the service. And Claire if 179 00:11:49,290 --> 00:11:51,970 I can take a few more minutes maybe to give 180 00:11:52,470 --> 00:11:58,590 an example that the audience could relate to potentially. I'll 181 00:11:58,590 --> 00:12:01,300 go to this slide real quick. And so let's say 182 00:12:01,300 --> 00:12:05,460 Claire, you are in the midst of moving and you're 183 00:12:05,460 --> 00:12:09,260 working from home as we all are, and you have 184 00:12:09,430 --> 00:12:11,910 to time everything just right. So when you get into 185 00:12:11,910 --> 00:12:14,840 your new place, you have to have high speed internet 186 00:12:14,840 --> 00:12:17,310 connected and ready to go because you have this big 187 00:12:17,310 --> 00:12:20,660 webinar coming up, you have important client meetings that are 188 00:12:20,660 --> 00:12:23,590 already scheduled and you're kind of stressed about it. Actually 189 00:12:23,590 --> 00:12:26,130 you're really stressed about it, right? So you go online 190 00:12:26,550 --> 00:12:30,560 and you log in to your existing cable provider's website, 191 00:12:31,100 --> 00:12:34,040 you're finding it's kind of confusing, there's too many offers, 192 00:12:34,040 --> 00:12:35,990 it's not really clear on which one's best. You don't 193 00:12:35,990 --> 00:12:38,070 want to cancel your account and then go through the 194 00:12:38,070 --> 00:12:40,490 whole process of opening a new one. Maybe you just 195 00:12:40,490 --> 00:12:43,810 want to transfer to a new address. You want to 196 00:12:43,810 --> 00:12:47,410 understand what's the situation with the global pandemic going on and 197 00:12:47,410 --> 00:12:50,460 somebody coming to your home, all of that stuff, right? 198 00:12:50,460 --> 00:12:53,810 So as you're searching online and researching on your cable 199 00:12:53,810 --> 00:12:57,970 provider's website, you get a popup and that brings us to 200 00:12:58,370 --> 00:13:02,330 this top bubble across the customer journey and employee journey, 201 00:13:02,330 --> 00:13:07,700 and the popup greets you personally and offers the opportunity for 202 00:13:07,700 --> 00:13:11,070 you to chat with someone. And so you accept that 203 00:13:11,070 --> 00:13:15,130 invitation and what you realize maybe, or don't even realize 204 00:13:15,130 --> 00:13:18,530 is that there's some automation upfront, and it's asking you 205 00:13:18,530 --> 00:13:21,780 some questions. It's actually already identified based on your behavior 206 00:13:21,780 --> 00:13:25,350 that maybe you're looking to do a move. And so 207 00:13:25,350 --> 00:13:28,070 it asks you that, and you start to dialogue with 208 00:13:28,070 --> 00:13:30,960 this bot, which brings us to the second bullet. And 209 00:13:30,960 --> 00:13:32,760 as you're talking through that, it asks for your new 210 00:13:32,760 --> 00:13:37,940 address, it's going pretty well, you indicate your new address 211 00:13:37,940 --> 00:13:40,500 and that you want to just transfer your service to 212 00:13:40,500 --> 00:13:43,590 that. And as you were talking you realize, well, I'd really just 213 00:13:43,590 --> 00:13:46,840 like to talk to someone on the other line. So 214 00:13:46,840 --> 00:13:51,140 you ask it to speak to a representative, right? So 215 00:13:51,140 --> 00:13:54,380 behind the scenes, what's happening at this cable provider, if 216 00:13:54,380 --> 00:13:59,060 we go down to the employee journey, is that Aarde 217 00:13:59,080 --> 00:14:03,140 is one of many contact center resources that are now 218 00:14:03,420 --> 00:14:07,190 working from home in this global pandemic. And so the 219 00:14:07,190 --> 00:14:11,630 cable provider has already captured a ton of information about 220 00:14:11,630 --> 00:14:17,360 already his skillsets, his profile information, a lot of his 221 00:14:17,360 --> 00:14:22,630 performance and talking and handling key issues. And we're using 222 00:14:22,630 --> 00:14:26,570 AI powered forecasting scheduling to make sure Aarde's staffed at 223 00:14:26,570 --> 00:14:29,760 the right moment to handle these interactions that we're expecting 224 00:14:29,760 --> 00:14:33,770 to begin with. So all of that information feeds into 225 00:14:33,770 --> 00:14:37,300 this middle journey of, to do predictive routing because what 226 00:14:37,900 --> 00:14:40,460 the performance DNA also told us it's not only is 227 00:14:40,460 --> 00:14:44,570 Aarde available to take this call or this chat interaction 228 00:14:44,570 --> 00:14:47,390 that we have going on here, but he also actually 229 00:14:47,390 --> 00:14:49,900 lives in the area where you're moving to and might 230 00:14:49,900 --> 00:14:52,420 have some insights that would be helpful as you make the 231 00:14:52,420 --> 00:14:56,500 transition. And so he gets the chat interaction. And if 232 00:14:56,500 --> 00:14:59,020 we go to the second bullet, he also then gets 233 00:14:59,020 --> 00:15:03,130 all of the context about you in using agent assistance. 234 00:15:03,130 --> 00:15:06,340 So he can see everything you were doing on the 235 00:15:06,340 --> 00:15:09,620 website. He can see your past loyalty to the cable 236 00:15:09,620 --> 00:15:13,100 company and really interact with you and make you feel 237 00:15:13,100 --> 00:15:17,100 known, heard, and understood during this stressful time. You get 238 00:15:17,100 --> 00:15:21,490 all your answers, questions, you get the service scheduled to 239 00:15:21,490 --> 00:15:24,440 be set up in the moment that you need it, you 240 00:15:24,440 --> 00:15:26,830 end the interaction, and then behind the scenes we can 241 00:15:26,830 --> 00:15:30,820 take all that great performance info and your customer feedback 242 00:15:31,140 --> 00:15:35,010 to feed that into ongoing process improvement. So you can 243 00:15:35,010 --> 00:15:38,460 see here in this example, it brings together the power 244 00:15:38,460 --> 00:15:42,570 of data about you, Claire, as the customer, Aarde as 245 00:15:42,570 --> 00:15:46,640 the employee, connects them together in the customer and employee 246 00:15:46,640 --> 00:15:49,690 journey beyond just what you might think of with a 247 00:15:49,700 --> 00:15:56,040 Chatbot or a Voicebot itself to really foster engagement, personalize 248 00:15:56,040 --> 00:16:01,150 that experience and build trust and loyalty. I'd like to just 249 00:16:01,150 --> 00:16:05,670 pick up on the point about empathy and in the 250 00:16:05,670 --> 00:16:10,430 survey we asked respondents to what extent do they agree 251 00:16:10,430 --> 00:16:14,640 with the following statements. Is AI driven by a need 252 00:16:14,640 --> 00:16:20,060 to improve customer experience efficiency? Is AI driven by a 253 00:16:20,060 --> 00:16:25,800 need to improve customer intimacy? Intimacy being defined as personalization, 254 00:16:26,000 --> 00:16:31,530 customization, a personalized journey. And then we pass the results into all 255 00:16:31,530 --> 00:16:36,020 companies, large companies and the companies that also have the 256 00:16:36,020 --> 00:16:39,440 highest level of customer satisfaction. And what we found is 257 00:16:39,440 --> 00:16:43,130 that across the board, companies are focusing on efficiency, but 258 00:16:43,130 --> 00:16:47,330 really the customer experience leaders, the one with the best 259 00:16:50,070 --> 00:16:54,920 customer satisfaction scores are focusing the most strongly on empathy, 260 00:16:54,920 --> 00:17:00,550 on intimacy and building that personalized journey. So at this point 261 00:17:00,870 --> 00:17:04,970 I will just throw out a question to the audience, 262 00:17:05,260 --> 00:17:10,360 a poll question. And that is, how would you categorize 263 00:17:10,360 --> 00:17:16,960 your company's use of AI to support customer experience personalization 264 00:17:16,960 --> 00:17:21,220 today? And then you can choose from the following options 265 00:17:21,450 --> 00:17:26,240 using now it's core to our strategy, seeing successes from 266 00:17:26,240 --> 00:17:31,980 early use cases, still seeking the benefits from early use 267 00:17:31,980 --> 00:17:37,170 cases, in the planning and discovery phases, or considering for 268 00:17:37,170 --> 00:17:39,020 the future. And I'll just give you a couple of 269 00:17:39,020 --> 00:17:41,890 seconds to answer that question. So Aarde, I think you've 270 00:17:41,890 --> 00:17:43,950 got your audio back. It'd be great for you tell 271 00:17:45,420 --> 00:17:53,760 us how would you answer that question? Okay. You're on 272 00:17:53,760 --> 00:17:58,610 mute again. Oh, no. Claire or Janelle can you just hear now. Now, you're 273 00:17:58,610 --> 00:18:05,530 here. Yeah. Yes. You're back. Right. Perfect. Sorry about that. Yeah, you 274 00:18:05,530 --> 00:18:07,220 guys will hear a little bit more about this in 275 00:18:07,220 --> 00:18:11,500 the future slides, but we're using it now and it's 276 00:18:11,500 --> 00:18:14,480 a part of our core strategy. I would say there's 277 00:18:14,480 --> 00:18:19,180 definitely some room for improvement. It's an evolving product. It's never 278 00:18:19,680 --> 00:18:25,680 really complete. It's always something that we could always strive to do better with. Okay. 279 00:18:25,910 --> 00:18:29,320 I noticed the way that you didn't reveal the exact answer, 280 00:18:29,320 --> 00:18:32,620 not to influence results. So we will go now and 281 00:18:32,620 --> 00:18:39,310 take a look at what the results are. Okay. All 282 00:18:39,310 --> 00:18:42,790 right. So how would you categorize your company's use of 283 00:18:42,790 --> 00:18:47,810 AI to support customer experience? Only less than 4% say 284 00:18:47,810 --> 00:18:52,870 using now as core to our strategy, just over 25% 285 00:18:53,300 --> 00:18:57,930 are saying, seeing successes from early use cases and the largest 286 00:18:57,930 --> 00:19:01,900 majority in the planning and discovery phases. Okay. That's very interesting. 287 00:19:02,190 --> 00:19:05,410 So hopefully this webinar will be just at the right time, as 288 00:19:05,410 --> 00:19:07,310 you're looking at some of the technologies that you can 289 00:19:07,310 --> 00:19:11,860 roll out in your customer experience. So very interesting to see 290 00:19:11,860 --> 00:19:15,820 that. Okay, so now I'll share a few more findings 291 00:19:15,820 --> 00:19:21,470 from the global survey. Across industries, we looked at specifically what 292 00:19:21,470 --> 00:19:24,650 the leading use cases are and broke it down in 293 00:19:25,010 --> 00:19:28,170 IT and telecoms, consumer goods and retail. So looking at 294 00:19:28,170 --> 00:19:32,270 the IT and telecommunications industry, the number one use case 295 00:19:32,510 --> 00:19:35,240 is cyber security. And I think if you think about 296 00:19:35,240 --> 00:19:37,830 the amount of customer data that they have, that really 297 00:19:37,830 --> 00:19:41,670 makes sense that they prioritize cyber security in that way, 298 00:19:41,670 --> 00:19:44,510 followed by customer care. Everyone has got a mobile phone 299 00:19:44,510 --> 00:19:48,240 account and they have a very high transaction volume in 300 00:19:48,240 --> 00:19:53,100 the telecommunications industry. So that would make sense. The next industry 301 00:19:53,490 --> 00:19:57,320 is consumer goods and retail. And the leading use case 302 00:19:57,700 --> 00:20:01,820 in that industry is customer care and support followed by 303 00:20:01,820 --> 00:20:06,350 quality control and inventory management. So I guess, Aarde this 304 00:20:06,350 --> 00:20:07,970 is a good place for me to throw it back 305 00:20:07,970 --> 00:20:11,090 to you. You're in the retail space. We'd love to 306 00:20:11,090 --> 00:20:14,580 hear about some of the use cases that you are using with 307 00:20:14,580 --> 00:20:21,180 AI. Yeah. This is a great slide. Specifically on the right hand 308 00:20:21,180 --> 00:20:23,850 side where we're talking of consumer goods and E- commerce 309 00:20:23,850 --> 00:20:26,430 retail, I would say we lean a little bit more 310 00:20:26,430 --> 00:20:28,560 heavily on the customer care. So if I were to 311 00:20:28,560 --> 00:20:33,340 break it down from 100%, we probably are investing a 312 00:20:33,340 --> 00:20:36,300 lot of time and energy in AI around customer care, 313 00:20:36,300 --> 00:20:40,010 probably in the like 60 or 70% range, but we do 314 00:20:40,010 --> 00:20:43,520 use it for inventory management, quality control with regards to 315 00:20:43,520 --> 00:20:49,890 our products and also some personalization. Going back Janelle said 316 00:20:49,890 --> 00:20:54,100 earlier about creating that customer journey and empathy. We do use 317 00:20:54,100 --> 00:20:57,530 some AI to help with that, but it's not a 318 00:20:57,580 --> 00:21:00,810 core piece of our technology infrastructure. I would say we 319 00:21:00,820 --> 00:21:08,620 lean very heavily on conversational customer care. Fantastic. Okay. So 320 00:21:08,620 --> 00:21:10,650 if we look at a couple of other industries now, 321 00:21:10,650 --> 00:21:14,960 here we have financial services focusing very heavily on fraud 322 00:21:14,960 --> 00:21:20,060 detection, and we've seen some surveys in insurance, which shows 323 00:21:20,060 --> 00:21:23,910 that about three to 4% of all claims are fraudulent. 324 00:21:23,910 --> 00:21:29,280 So fraud detection is a very important use case for AI 325 00:21:29,660 --> 00:21:34,340 followed by financial processes and analysis and cyber security. If 326 00:21:34,340 --> 00:21:37,170 we look at pharma and healthcare, the leading use case 327 00:21:37,370 --> 00:21:41,870 is quality control, very high at 60% followed by customer 328 00:21:41,870 --> 00:21:46,280 care and then monitoring and diagnostics. Janelle, you were saying 329 00:21:46,280 --> 00:21:50,090 that you might have an example from the pharma industry and 330 00:21:50,090 --> 00:21:52,680 healthcare industry that brings a couple of those use cases 331 00:21:52,680 --> 00:21:57,780 together. Yeah. And I would say it's definitely been prominent, not 332 00:21:57,780 --> 00:22:01,410 only in pharma and healthcare, but also in government. Recent 333 00:22:01,410 --> 00:22:06,240 example with the pandemic with COVID-19 we saw the use 334 00:22:06,860 --> 00:22:11,800 of bots or virtual assistants become very important and urgently 335 00:22:11,800 --> 00:22:17,700 needed especially in being able to handle influxes of inbound 336 00:22:17,700 --> 00:22:21,260 phone calls to hospitals as you can imagine, as well 337 00:22:21,260 --> 00:22:24,720 as even to key government agencies during this time, like 338 00:22:24,950 --> 00:22:29,300 unfortunately, unemployment offices, right? So what we did to help 339 00:22:29,640 --> 00:22:34,240 companies handle that load and that volume is we partnered 340 00:22:34,240 --> 00:22:38,680 with Google to provide a joint solution that quite a 341 00:22:38,680 --> 00:22:42,210 few healthcare and government agencies across the globe took advantage 342 00:22:42,210 --> 00:22:46,420 of to easily address that onslaught of calls and chat 343 00:22:46,420 --> 00:22:50,960 interactions that were asking maybe some just basic questions on 344 00:22:51,560 --> 00:22:57,050 status related to their unemployment check or questions related to the 345 00:22:57,060 --> 00:23:02,480 COVID- 19. And so one specific example, we had a 346 00:23:02,480 --> 00:23:06,520 government agency that was supporting unemployment and they were up 347 00:23:06,520 --> 00:23:09,290 and running with just in two weeks or less with 348 00:23:09,290 --> 00:23:13,780 this. We had a healthcare example the same way where they 349 00:23:13,780 --> 00:23:17,860 were supporting millions of calls per day, that they weren't 350 00:23:17,860 --> 00:23:22,990 expecting. And with a bot that would have otherwise resulted 351 00:23:22,990 --> 00:23:27,340 in hours upon hours of QA time and abandoned calls and 352 00:23:27,870 --> 00:23:31,210 very stressed and frustrated people on the other end. So 353 00:23:31,490 --> 00:23:34,950 that's just one example that's become very prominent, especially during 354 00:23:34,950 --> 00:23:39,050 this time to leverage automation, because sometimes going back to 355 00:23:39,050 --> 00:23:42,730 empathy, the most empathetic thing you can do is provide 356 00:23:42,730 --> 00:23:46,460 a very efficient experience. And so bot certainly met the 357 00:23:46,460 --> 00:23:51,760 need there. Yeah. And let's take a look now at the 358 00:23:51,760 --> 00:23:57,880 benefits that companies are achieving through their AI investments. The leading 359 00:23:57,880 --> 00:24:01,390 benefits that we saw across the board are around operational 360 00:24:01,390 --> 00:24:06,750 efficiency, cost savings, and improved management decision making. So having 361 00:24:06,750 --> 00:24:09,780 a lot of data, being able to understand and make better 362 00:24:09,780 --> 00:24:13,970 decisions across the business. What we found quite interesting on 363 00:24:13,970 --> 00:24:17,670 this chart is that just about a quarter of businesses 364 00:24:18,380 --> 00:24:21,800 are using AI or seeing a benefit from AI that 365 00:24:21,800 --> 00:24:24,950 is improved revenue. And I can think of a couple 366 00:24:25,070 --> 00:24:29,430 of reasons for that. So firstly that many of the 367 00:24:29,430 --> 00:24:35,020 technologies around improving operational efficiency might be more mature. And 368 00:24:35,020 --> 00:24:37,500 that potentially, there's also a lot of low hanging fruit in 369 00:24:37,500 --> 00:24:41,170 that area. I'd like to get your perspective Janelle. Do 370 00:24:41,170 --> 00:24:44,830 you think it's more challenging to use AI to increase 371 00:24:44,830 --> 00:24:48,640 revenue or are there just more use cases around improving 372 00:24:48,640 --> 00:24:55,760 operational efficiency? I don't think it's necessarily more challenging, for 373 00:24:55,760 --> 00:25:00,220 example, in the example I shared earlier where you were 374 00:25:00,220 --> 00:25:05,900 looking to transfer your service with the cable provider. Using 375 00:25:05,900 --> 00:25:09,050 AI to drive revenue and I'll give some more examples 376 00:25:09,050 --> 00:25:13,610 of this later to do conversions as people are shopping 377 00:25:13,610 --> 00:25:18,170 online. We've seen companies get that up and running and 378 00:25:18,170 --> 00:25:22,820 implemented and achieving benefits in less than a month, sometimes 379 00:25:22,820 --> 00:25:26,550 even within a week. So I think that oftentimes there 380 00:25:26,550 --> 00:25:32,430 can be a perception that incorporating AI into your environment 381 00:25:32,430 --> 00:25:36,330 is super difficult, which it can be. I won't say 382 00:25:36,330 --> 00:25:39,540 that it can never be, but if you target specific 383 00:25:39,540 --> 00:25:44,730 use cases that are tied to a very specific business 384 00:25:44,730 --> 00:25:49,730 outcome around improving web conversions as one example, it doesn't 385 00:25:49,730 --> 00:25:51,730 have to be hard and it doesn't have to be 386 00:25:51,730 --> 00:25:55,620 challenging. And I think that over time we will see 387 00:25:55,840 --> 00:25:58,810 more and more use cases in this area. I know 388 00:25:58,810 --> 00:26:03,010 just speaking for Genesys in our MarTech stack, it's full 389 00:26:03,010 --> 00:26:05,740 of AI applications. So I think that there's a lot 390 00:26:05,740 --> 00:26:08,950 more to come and I would predict that 26% is 391 00:26:08,950 --> 00:26:14,050 going to grow. Great. Okay. So at this point, let me 392 00:26:14,050 --> 00:26:17,560 hand over to you Aarde. We know that Textile is an 393 00:26:17,560 --> 00:26:20,440 online retailer, but we'd love to hear more about your 394 00:26:20,440 --> 00:26:26,650 business and about your AI journey. Yeah, absolutely. And before 395 00:26:26,650 --> 00:26:28,580 we go onto the next slide, what I want to 396 00:26:28,580 --> 00:26:30,990 talk a little bit about is some content on the 397 00:26:30,990 --> 00:26:33,410 slide because it is relevant to our customer journey and 398 00:26:33,890 --> 00:26:36,730 how we developed AI to help support that customer journey. 399 00:26:37,110 --> 00:26:39,170 The low hanging fruit that we tackled for us was 400 00:26:39,170 --> 00:26:43,360 of course the operational efficiency and cost savings, reducing of 401 00:26:43,360 --> 00:26:49,190 handle time for our agents, reducing of transactional type conversations 402 00:26:49,190 --> 00:26:54,030 via chat or email or phone or social. So we 403 00:26:54,030 --> 00:26:57,580 did see some initial, low hanging fruit routines around operate 404 00:26:57,580 --> 00:27:02,220 efficiently. And of course some gains in the customer experience 405 00:27:02,220 --> 00:27:04,850 based on and I'm going to give you an example of that in the next 406 00:27:04,850 --> 00:27:08,120 couple of slides. But one of the things that is 407 00:27:08,900 --> 00:27:13,170 rarely looked at or often overlooked is since we are 408 00:27:13,170 --> 00:27:17,310 a membership model and E- commerce retailer membership model, we 409 00:27:17,310 --> 00:27:21,940 did increase our revenue. And the way that we did 410 00:27:21,940 --> 00:27:26,910 this using AI with using machine learning tool to give 411 00:27:26,910 --> 00:27:30,220 us a lifetime value of the customer as they're going 412 00:27:30,220 --> 00:27:34,730 through certain processes, of course the obvious processes are contacting 413 00:27:34,730 --> 00:27:39,610 our customer care team. But also as they're navigating through 414 00:27:39,610 --> 00:27:42,710 the E- commerce website, we know exactly what their lifetime 415 00:27:42,710 --> 00:27:46,420 value is, and that changes over time using AI and 416 00:27:46,420 --> 00:27:52,840 machine learning. So back to your guys' points, increasing revenue 417 00:27:52,840 --> 00:27:56,580 is an opportunity, it's just a little bit harder to 418 00:27:56,580 --> 00:27:58,900 really get to that. It's a lot easier to do 419 00:27:58,900 --> 00:28:03,040 the low hanging fruit, which is cost efficiencies. So talking 420 00:28:03,040 --> 00:28:06,110 a little bit more about what we did at Textile 421 00:28:06,110 --> 00:28:09,700 Fashion Group this is just a zoom and so we're 422 00:28:09,700 --> 00:28:14,050 going to talk specifically around our conversational AI and how we 423 00:28:14,050 --> 00:28:18,990 use Genesys to deliver this AI to not only our 424 00:28:18,990 --> 00:28:23,610 agents but to our customers. Zooming into our specific project, 425 00:28:24,150 --> 00:28:27,270 the things we're looking for we're a cloud- based product. 426 00:28:27,270 --> 00:28:29,440 So making sure that we had an ecosystem where we 427 00:28:29,440 --> 00:28:33,950 can deliver this service irregardless of location or irregardless of 428 00:28:33,950 --> 00:28:37,760 server stacks. So making sure that it was truly cloud- based 429 00:28:37,760 --> 00:28:40,930 and global, making sure that we focused on our digital 430 00:28:40,930 --> 00:28:43,870 channels with our bots, but also our voice channels as 431 00:28:43,870 --> 00:28:48,800 well too. So traditional channels alongside with our chat and 432 00:28:48,800 --> 00:28:53,330 social channels introducing bots and what we call as botlets, 433 00:28:53,520 --> 00:28:58,410 so many bots within bots to doing multiple tasks at 434 00:28:58,410 --> 00:29:01,530 once. And then of course, self service and automation was 435 00:29:01,530 --> 00:29:06,360 the key goal and the key challenge for this project. 436 00:29:06,730 --> 00:29:08,900 So a little bit of the results before I get 437 00:29:08,900 --> 00:29:13,370 into kind of some quantitative return on investment results, we 438 00:29:13,370 --> 00:29:19,080 developed and deployed Genesys within less than 90 days of 439 00:29:19,430 --> 00:29:23,900 contract signature. The actual build itself took less than 30 440 00:29:23,900 --> 00:29:28,330 days, but 90 days from the start of project planning 441 00:29:28,700 --> 00:29:32,170 to the actual go live. What we found is by 442 00:29:32,170 --> 00:29:34,530 migrating to the cloud, by migrating to a tool like 443 00:29:34,530 --> 00:29:38,220 Genesys, it's easier for our resources, so that we can handle 444 00:29:38,430 --> 00:29:44,500 large increases in volume, large spikes. Obviously, with COVID hitting 445 00:29:45,000 --> 00:29:49,530 we had a huge increase in our online retail or 446 00:29:49,850 --> 00:29:53,090 through Fabletics, which is one of our brands because it 447 00:29:53,090 --> 00:29:55,570 is athletes or at home wear. So everyone wanted to 448 00:29:55,570 --> 00:29:58,910 buy that at home wear as they're working at home 449 00:29:58,910 --> 00:30:01,500 versus having to go into the office and dressing up. 450 00:30:02,770 --> 00:30:06,050 We also found that we had increased efficiency in managing 451 00:30:06,050 --> 00:30:09,110 our interactions. And I'll go into that in a little bit 452 00:30:09,110 --> 00:30:11,240 in the next couple of slides. And then we wanted 453 00:30:11,240 --> 00:30:13,940 to make sure that there was an integration into not 454 00:30:13,940 --> 00:30:17,440 only our current ecosystem and tool sets, but we also 455 00:30:17,440 --> 00:30:20,730 have the ability to integrate into new areas that we 456 00:30:20,730 --> 00:30:24,350 haven't done quite yet, social would be a great example 457 00:30:24,350 --> 00:30:28,580 of that. So background of who Textile Fashion Group is. 458 00:30:28,580 --> 00:30:30,790 So we have a little bit of context. I said this 459 00:30:30,790 --> 00:30:34,160 a couple of times before we're conglomerate E- commerce website 460 00:30:34,470 --> 00:30:37,310 that sells fashion. We call it Fast Fashion because all 461 00:30:37,310 --> 00:30:39,960 of the products on our websites change every single month. 462 00:30:39,960 --> 00:30:41,610 So you're not going to see a product that will 463 00:30:41,610 --> 00:30:46,290 exist on our websites for longer than a certain period. 464 00:30:46,290 --> 00:30:49,570 Usually it's one month turnaround. We have five different brands. 465 00:30:50,120 --> 00:30:52,570 The big ones that you would probably know about or have heard 466 00:30:52,570 --> 00:30:56,310 are Fabletics. We just launched Fabletics men with Kevin Hart. 467 00:30:57,190 --> 00:31:02,080 Fabletics is a huge product of ours with Kate Hudson. 468 00:31:03,130 --> 00:31:06,890 We launched Savage X Fenty with Rihanna, which is disrupting 469 00:31:06,890 --> 00:31:10,360 the lingerie market. And then some of our brands are 470 00:31:10,390 --> 00:31:13,710 JustFab and ShoeDazzle and of course, FabKids for our lovable 471 00:31:13,710 --> 00:31:17,950 kids as well. And we partner with celebrities across all 472 00:31:17,950 --> 00:31:23,170 different platforms uniquely using their marketing skills across social media, 473 00:31:23,490 --> 00:31:26,850 and then we are a monthly membership. So our customers 474 00:31:26,850 --> 00:31:31,200 do contact us on a pretty regular basis. We've had 475 00:31:31,200 --> 00:31:34,570 at least two touch points with every single member every 476 00:31:34,570 --> 00:31:38,450 single month, which is a pretty high contact rate. So 477 00:31:38,450 --> 00:31:41,580 to put some more specific numbers to that five million 478 00:31:41,580 --> 00:31:47,550 members globally, 12 different countries across seven different languages. We 479 00:31:47,550 --> 00:31:50,820 get about six million phone calls per year, three million 480 00:31:50,820 --> 00:31:54,210 chats per year. And on average, our conversations last about 481 00:31:54,210 --> 00:32:01,470 nine minutes. What we did when we released our Chatbot for 482 00:32:01,470 --> 00:32:03,900 the first time for the first year, this was the 483 00:32:03,900 --> 00:32:09,430 results of our Chatbot. Obviously, the operational savings here we 484 00:32:09,430 --> 00:32:13,180 saved $ 1. 1 million in the first year and how 485 00:32:13,180 --> 00:32:17,480 we achieved that was by going from 0% containment to 486 00:32:17,530 --> 00:32:23,510 18.5% self service containment. So that means that members and customers 487 00:32:23,510 --> 00:32:26,850 were able to get what they're looking for 18.5% of 488 00:32:26,850 --> 00:32:29,900 the time without having to go to a live agent. 489 00:32:30,340 --> 00:32:33,360 And then for the people who did have to go 490 00:32:33,360 --> 00:32:35,900 to a live agent reduced the handle time by 45 491 00:32:35,900 --> 00:32:38,840 seconds. And the ways we did that of course were 492 00:32:38,840 --> 00:32:43,130 by screen pops, creating of cases and tickets automatically also 493 00:32:43,130 --> 00:32:47,420 auto dispositioning those cases, because we already knew we captured the 494 00:32:47,420 --> 00:32:52,430 intent of the initial questions and then also providing the 495 00:32:52,430 --> 00:32:55,760 full transcript of the bot to the agent before they 496 00:32:55,760 --> 00:32:58,080 answered the call. So they know exactly what they need 497 00:32:58,080 --> 00:33:01,280 to jump into without having to ask those kind of 498 00:33:01,700 --> 00:33:04,420 easy questions like who am I speaking with and what 499 00:33:04,420 --> 00:33:07,810 can I help you with today? And then of course, without 500 00:33:07,810 --> 00:33:11,030 sacrificing any customer experience, we wanted to make sure that 501 00:33:11,030 --> 00:33:15,780 we had a high level of satisfaction and we scored 502 00:33:15,780 --> 00:33:20,900 a 92% member satisfaction score. And that's specifically to the 503 00:33:20,900 --> 00:33:25,980 self contained bots which ironically is slightly higher than what 504 00:33:25,980 --> 00:33:30,470 our member satisfaction scores for live agents. So our bot 505 00:33:30,470 --> 00:33:36,060 actually outperformed from our member satisfaction standpoint across all of 506 00:33:36,060 --> 00:33:39,780 our member base. So to drill a little bit further 507 00:33:39,780 --> 00:33:45,020 into what our customers were saying about AI and automation 508 00:33:45,020 --> 00:33:50,170 and conversational AI as they're interacting with our bots. So this is 509 00:33:50,170 --> 00:33:54,420 just a quick snippet of what our members were saying 510 00:33:54,420 --> 00:33:57,740 in response through the feedback loop. I won't read all 511 00:33:57,740 --> 00:34:00,500 of these. I know that this content will be recorded 512 00:34:00,500 --> 00:34:02,470 and you could always come back and review them on 513 00:34:02,470 --> 00:34:05,280 your own. But I love the middle one here that 514 00:34:05,280 --> 00:34:09,740 says, " I just talked to an automated customer service line 515 00:34:10,110 --> 00:34:13,940 that understood full sentences, work better and faster than actual 516 00:34:13,940 --> 00:34:18,820 people." Of course, actual people are very, very productive. I 517 00:34:18,820 --> 00:34:21,430 don't want to downplay that at all, but what I 518 00:34:21,430 --> 00:34:24,730 want to show here is that you can design these 519 00:34:24,730 --> 00:34:30,700 customer experience journeys to Janelle's point to really not sacrifice 520 00:34:30,700 --> 00:34:34,820 customer experience and really create that level of empathy as 521 00:34:34,820 --> 00:34:39,620 they're going through this journey or this process. So I'd like 522 00:34:39,620 --> 00:34:41,860 to pause here and pass it back to Claire. I 523 00:34:41,860 --> 00:34:45,490 know there's another poll question coming up, so I'll pass 524 00:34:45,490 --> 00:34:51,620 it over to you. Thanks for that Aarde and just 525 00:34:51,620 --> 00:34:54,550 building on what Aarde was sharing about all of the benefits 526 00:34:54,550 --> 00:34:57,350 that they've achieved at Textile, we'd like to ask you 527 00:34:57,350 --> 00:35:01,980 the question now, what AI benefit is most of interest 528 00:35:01,980 --> 00:35:07,360 to you today? Improved operational efficiency and cost savings, improved 529 00:35:07,360 --> 00:35:13,890 management decision- making, improved customer experience, faster time to market, 530 00:35:14,250 --> 00:35:20,160 better risk management, increased revenue or improved compliance? So you have 531 00:35:20,160 --> 00:35:22,300 a few options and I'll give you a few seconds 532 00:35:22,300 --> 00:35:27,170 to answer that question. Janelle based on the conversations that you're having 533 00:35:27,610 --> 00:35:30,900 with customers, what would you anticipate would be the response? 534 00:35:32,130 --> 00:35:38,280 Well, I'm super interested to see it because really the 535 00:35:38,280 --> 00:35:41,210 ones that stand out to me in my conversations with 536 00:35:41,210 --> 00:35:45,330 customers are the first one, which was cost savings, which 537 00:35:45,330 --> 00:35:47,540 was at the top of the list from the survey 538 00:35:47,540 --> 00:35:52,090 responses. At the same time, Aarde just mentioned how they're 539 00:35:52,090 --> 00:35:56,630 using it to improve customer experience and drive revenue as 540 00:35:56,630 --> 00:35:59,590 well. And when you live in a state of the 541 00:35:59,590 --> 00:36:02,740 world where many businesses are just looking for new ways 542 00:36:02,740 --> 00:36:07,100 to continue to service and sell, I'm wondering what the 543 00:36:07,100 --> 00:36:10,180 feedback will be. So maybe we can go to the 544 00:36:10,180 --> 00:36:17,750 results and see where we are. take a look. Okay. So what 545 00:36:17,750 --> 00:36:21,440 AI benefit is most of interest to you today? So 546 00:36:21,480 --> 00:36:26,450 45%, almost half say improved operational efficiency and cost savings 547 00:36:27,900 --> 00:36:35,530 followed by customer experience and increased revenue is just 4.2%. 548 00:36:35,930 --> 00:36:39,500 That's very interesting. And I wonder if that relates back 549 00:36:39,500 --> 00:36:44,420 to where the audience is in the AI journey, if 550 00:36:45,450 --> 00:36:48,130 a lot of the audience is in the early testing 551 00:36:48,130 --> 00:36:54,120 stages, looking at rolling AI out in the customer journey, perhaps 552 00:36:54,120 --> 00:36:56,530 there's still a lot of low hanging fruit on the 553 00:36:56,530 --> 00:37:02,230 operational efficiency side. Janelle, do you have a reaction? I think 554 00:37:02,230 --> 00:37:05,890 you might be right. I think also as Aarde alluded 555 00:37:05,890 --> 00:37:08,660 to just in the benefits that they've seen so far 556 00:37:09,020 --> 00:37:12,610 at Textile, it doesn't have to be one or the 557 00:37:12,620 --> 00:37:18,070 other necessarily either, right? Where you can go for some 558 00:37:18,070 --> 00:37:21,040 low hanging fruit around efficiency gains, but at the same 559 00:37:21,040 --> 00:37:25,760 time that that bot that gained efficiency is also improved customer 560 00:37:25,760 --> 00:37:29,860 experience and drove loyalty, which drives more revenue. So I 561 00:37:29,860 --> 00:37:33,480 think that even though the audience had one option I 562 00:37:33,480 --> 00:37:36,310 bet that what they'll find in their planning and discovery 563 00:37:36,310 --> 00:37:39,430 is that several of these benefits will come into play. 564 00:37:41,230 --> 00:37:46,430 Yeah. And maybe what I can do too, is going 565 00:37:46,430 --> 00:37:50,730 back to what I shared with the various AI applications 566 00:37:51,150 --> 00:37:55,470 that are fueled to provide experience as a service to 567 00:37:55,470 --> 00:37:59,980 really personalize those experience, share some more benefits too on 568 00:38:00,250 --> 00:38:04,150 what companies are seeing out there. So I won't hit 569 00:38:04,150 --> 00:38:07,330 on every one of these as we looked at the 570 00:38:07,620 --> 00:38:11,590 eight different AI powered applications that support the customer journey 571 00:38:11,590 --> 00:38:14,620 and employee journey. I'll just cover a couple of these 572 00:38:15,600 --> 00:38:19,990 related to Voicebots, as well as Chatbots, which I'll showcase 573 00:38:19,990 --> 00:38:23,850 later. Aarde alluded to some benefits here. We see as 574 00:38:23,850 --> 00:38:29,610 well that oftentimes companies are seeing 50% or more containment 575 00:38:29,610 --> 00:38:33,790 rates but we know too that it isn't just about containing 576 00:38:33,790 --> 00:38:37,190 and self- service, it really capturing the context of the customer 577 00:38:37,400 --> 00:38:39,610 and getting them to that next step of the journey 578 00:38:39,610 --> 00:38:41,930 and that bots can do that really well. And in 579 00:38:42,150 --> 00:38:46,220 Textile's case, feedback showed you even more so in some 580 00:38:46,220 --> 00:38:52,420 instances than real people. So certainly tons of benefits there 581 00:38:52,900 --> 00:38:57,050 but even ahead of that and with predictive engagement Claire, 582 00:38:57,050 --> 00:39:01,010 you alluded to financial services being in the leading position 583 00:39:01,010 --> 00:39:05,570 around looking to incorporate AI over the next three years 584 00:39:05,570 --> 00:39:08,530 if they haven't already. And this is certainly where we're 585 00:39:08,530 --> 00:39:12,550 seeing predictive engagement come into play too. So these example 586 00:39:12,550 --> 00:39:17,790 benefits come from a financial services institution over in Europe, 587 00:39:17,790 --> 00:39:22,940 where they implemented that engagement feature, where someone is searching 588 00:39:22,940 --> 00:39:28,230 for mortgages and at that right moment they would monitor that 589 00:39:28,230 --> 00:39:32,500 behavior and pop up an invitation to chat or to 590 00:39:32,500 --> 00:39:35,960 offer a callback or a special offer to really drive 591 00:39:36,170 --> 00:39:38,440 more sales at the end of the day. And they 592 00:39:38,440 --> 00:39:43,080 saw gigantic benefits, not only in increasing revenue with Forex 593 00:39:43,080 --> 00:39:47,130 conversion rates but also cost savings and lower cost per 594 00:39:47,130 --> 00:39:52,650 lead and improved experience double digits in NPS improvement from 595 00:39:52,650 --> 00:39:55,850 that application. If I go to some of the others 596 00:39:56,200 --> 00:40:00,870 predictive routing, that's that application that takes into account all 597 00:40:00,870 --> 00:40:03,960 of that context around the customer as well as that 598 00:40:03,960 --> 00:40:07,960 employee to get to that really especial match between the 599 00:40:07,960 --> 00:40:11,790 two as somebody wants to talk to or interact with 600 00:40:12,080 --> 00:40:16,730 a live person. We're seeing this very popular in large 601 00:40:16,730 --> 00:40:22,270 telecommunications companies as one industry example where maybe they have 602 00:40:22,270 --> 00:40:27,270 thousands of contact center resources already, maybe they're already doing really 603 00:40:27,270 --> 00:40:31,160 sophisticated skills- based routing, but they want to take it 604 00:40:31,160 --> 00:40:34,160 to the next level. And so predictive routing for them 605 00:40:34,460 --> 00:40:36,900 gave them some of the benefits that you see here. 606 00:40:37,490 --> 00:40:41,240 They started in some customer service based use cases and 607 00:40:41,240 --> 00:40:46,400 improving handle times or first contact resolutions quickly saw the 608 00:40:46,400 --> 00:40:50,220 benefits and then next we're targeting those increased revenue benefits 609 00:40:50,220 --> 00:40:55,510 for their sales organization. Moving on, looking at interaction analytics, 610 00:40:55,850 --> 00:40:59,990 of course, being able to get those better insights into 611 00:40:59,990 --> 00:41:03,710 the employee's performance. And the intent of the customers help 612 00:41:03,710 --> 00:41:06,300 in a variety of different ways when it comes to 613 00:41:06,380 --> 00:41:10,910 coaching and quality. In addition, we're seeing a rise in 614 00:41:10,910 --> 00:41:15,670 interest around agent assist, especially in these times where employees 615 00:41:15,670 --> 00:41:20,020 are distributed and virtual and need those extra prompts for 616 00:41:20,020 --> 00:41:23,170 engagement and support, being able to have that context right 617 00:41:23,170 --> 00:41:26,500 in front of them in that consolidated desktop to really 618 00:41:26,500 --> 00:41:31,820 guide them through the conversation is increasingly important. And then 619 00:41:32,090 --> 00:41:37,530 related to employee engagement too, we're proud to have offered 620 00:41:37,530 --> 00:41:41,620 the first AI based workforce management in the market where 621 00:41:42,120 --> 00:41:46,460 for forecasting and scheduling, we could not only accelerate the 622 00:41:46,460 --> 00:41:50,680 speed of running the schedules, but also the accuracy, which 623 00:41:50,680 --> 00:41:54,150 is evermore important because many employees aren't in a contact 624 00:41:54,150 --> 00:41:56,260 center that you can monitor and just walk up to 625 00:41:56,260 --> 00:41:59,010 their desk anymore. They're all virtual. So being able to 626 00:41:59,010 --> 00:42:03,670 have those tools at hand and make changes with faster agility 627 00:42:03,900 --> 00:42:07,350 becomes increasingly important. So those are just a couple of 628 00:42:07,350 --> 00:42:10,910 examples to just drill in a little bit more around 629 00:42:10,910 --> 00:42:15,080 the business benefits and business outcomes, because as you're doing 630 00:42:15,370 --> 00:42:19,200 your planning and you're discovering, it's not about just implementing 631 00:42:19,200 --> 00:42:21,970 AI for the sake of implementing AI, right? It's about 632 00:42:21,970 --> 00:42:26,290 really driving towards what business benefits and business outcomes that 633 00:42:26,290 --> 00:42:29,710 you're targeting. So with that said, Claire I will turn 634 00:42:29,710 --> 00:42:33,430 it back over to you. Great. Thank you for that. 635 00:42:36,520 --> 00:42:39,830 So we touched on this earlier, and of course there's a 636 00:42:39,830 --> 00:42:43,640 lot of benefits to be achieved from rolling out AI, 637 00:42:43,910 --> 00:42:48,760 but the survey also polls the respondents on the challenges. 638 00:42:48,940 --> 00:42:51,860 What are the greatest challenges to your company's use of 639 00:42:51,860 --> 00:42:55,240 AI? And the leading challenge that came back was the 640 00:42:55,240 --> 00:43:00,550 business or process challenges of using AI insights, followed by 641 00:43:00,550 --> 00:43:05,710 data quality or availability, and then the shortage of AI 642 00:43:06,260 --> 00:43:09,000 talent in the business. So let me just give you 643 00:43:09,000 --> 00:43:13,090 an example that we actually highlighted in the report around the 644 00:43:13,090 --> 00:43:17,090 business process challenges. So we spoke to the head of 645 00:43:17,090 --> 00:43:21,050 AI at the Leading Global Airline, and they identified that 646 00:43:21,050 --> 00:43:25,680 a lot of costs could be saved by correctly forecasting 647 00:43:25,720 --> 00:43:32,060 what meal the passengers would select in premium class. So 648 00:43:32,060 --> 00:43:36,680 rather than having three choices available to every passenger, being 649 00:43:36,680 --> 00:43:39,510 able to predict in advance, I'm going to choose the 650 00:43:39,510 --> 00:43:41,920 fish and the person sitting next to me is going to 651 00:43:41,920 --> 00:43:44,490 choose the beef, would save a lot of money for 652 00:43:44,490 --> 00:43:47,890 the airline. And actually they became very, very good at 653 00:43:47,950 --> 00:43:52,620 predicting what people would choose. The challenge was changing the 654 00:43:52,620 --> 00:43:56,980 catering processes globally to be able to use that data 655 00:43:56,980 --> 00:44:00,240 in real time as the passenger list changes. So that 656 00:44:00,240 --> 00:44:05,160 was one example that came through the survey. Janelle, can 657 00:44:05,160 --> 00:44:06,790 I kind of pick on you to share some of 658 00:44:06,790 --> 00:44:12,470 the challenges that you've seen with your customers? Yeah. A couple comes 659 00:44:13,110 --> 00:44:15,650 to mind and certainly they can span all of the 660 00:44:15,870 --> 00:44:18,610 ones that are listed here, but I'll just highlight maybe three 661 00:44:18,610 --> 00:44:23,640 specifics and then share some advice as well as some 662 00:44:23,640 --> 00:44:26,620 proof points that can go with those three. So the 663 00:44:26,620 --> 00:44:30,600 first one is your point around data quality or availability 664 00:44:30,600 --> 00:44:34,030 where you had mentioned 48% of the respondents noted this 665 00:44:34,030 --> 00:44:37,460 as a challenge. Absolutely, we see that too. So my 666 00:44:37,460 --> 00:44:41,530 advice here is when you're looking to make a selection 667 00:44:41,610 --> 00:44:46,370 for your AI applications, keep a vendor in mind that 668 00:44:46,660 --> 00:44:51,930 provides openness and flexibility there, so that for your AI 669 00:44:51,930 --> 00:44:56,040 applications, you can seamlessly integrate to all of these underlying 670 00:44:56,040 --> 00:44:59,390 data sources that it needs to pull from CRM systems 671 00:45:00,590 --> 00:45:04,390 and any third party data, as well as the real time information, 672 00:45:04,670 --> 00:45:08,180 of course. And so being able to leverage an AI 673 00:45:08,230 --> 00:45:11,830 platform that is open, that doesn't just lock you into 674 00:45:11,830 --> 00:45:15,170 their own set of data, that might be still very 675 00:45:15,960 --> 00:45:19,820 siloed, but allows you to orchestrate and collect data from 676 00:45:19,820 --> 00:45:24,170 any source as well as even orchestrate multiple AI technologies 677 00:45:24,170 --> 00:45:27,570 together. And so they can interact between one another, I 678 00:45:27,570 --> 00:45:32,220 think is really, really important. And so one proof point 679 00:45:32,220 --> 00:45:36,370 here is a company called Intel that chose us to 680 00:45:36,400 --> 00:45:40,590 help overcome that challenge. They had a live tech support 681 00:45:41,000 --> 00:45:45,250 Voicebot and they were using our solutions along with a 682 00:45:45,250 --> 00:45:48,990 variety of other different third party technologies to sort of 683 00:45:48,990 --> 00:45:53,100 be that orchestrator, even amongst their bots, because in some bots 684 00:45:53,100 --> 00:45:57,320 they might choose for certain specialties or they already had 685 00:45:57,320 --> 00:46:01,940 that, they wanted to leverage their existing investments. So garbage in, 686 00:46:01,940 --> 00:46:05,040 garbage out, right? So data quality of course is a 687 00:46:05,040 --> 00:46:08,180 really important challenge. And so be able to choose an open 688 00:46:08,180 --> 00:46:11,210 platform that allows you to pull from any source is 689 00:46:11,210 --> 00:46:14,690 really, really key. The second one here on the shortage 690 00:46:14,690 --> 00:46:18,290 of AI developers and data scientists, Aarde I am going 691 00:46:18,290 --> 00:46:20,810 to pick on you because I got the proof point and 692 00:46:20,910 --> 00:46:22,540 you, why don't you speak to this one for us? 693 00:46:24,700 --> 00:46:29,570 Definitely. It's a living organism. Whenever you're creating AI or 694 00:46:29,570 --> 00:46:34,730 deploying machine learning around a certain business objective, you can't 695 00:46:34,730 --> 00:46:38,110 just implement and forget. So not only is there a 696 00:46:38,110 --> 00:46:42,030 need for resources, AI developers and data scientists in the 697 00:46:42,030 --> 00:46:45,700 beginning, but also a little bit of resources needed on 698 00:46:45,700 --> 00:46:48,610 the backend just to maintain the product, making sure that 699 00:46:50,120 --> 00:46:53,220 it's doing the right thing. I think the best analogy 700 00:46:53,220 --> 00:46:57,060 I've ever heard is it's like a garden. You're growing vegetables 701 00:46:57,060 --> 00:46:59,880 out in the garden, you need to not only dig the 702 00:46:59,960 --> 00:47:03,270 initial holes to plant with the initial plants, but as 703 00:47:03,270 --> 00:47:06,380 it's growing, you need to make sure you're watering it. 704 00:47:06,380 --> 00:47:11,230 It gets enough sun, that you're clipping the appropriate leaves. 705 00:47:11,390 --> 00:47:13,790 It's not something that you could set and forget, and 706 00:47:13,790 --> 00:47:17,190 that does take time, energy and resources. It's very easy 707 00:47:17,190 --> 00:47:21,690 for us to deploy something and then prove its success 708 00:47:21,690 --> 00:47:24,410 and say, what? That's great. Let's now deploy something else. 709 00:47:24,480 --> 00:47:26,800 And then we totally forget about it. And then two 710 00:47:26,800 --> 00:47:29,890 years later, it's completely stale. It's doing things that it 711 00:47:29,890 --> 00:47:33,240 shouldn't be doing, or it's not necessarily creating the outcomes 712 00:47:33,240 --> 00:47:36,110 that we wanted. So it's really important to make sure 713 00:47:36,110 --> 00:47:39,360 that you invest in developers and data scientists to help 714 00:47:39,360 --> 00:47:44,610 support your business objectives. Thanks Aarde. And the third one 715 00:47:44,610 --> 00:47:47,770 I would highlight is a challenge we often see too. 716 00:47:47,770 --> 00:47:50,950 And just being able to demonstrate the business value and 717 00:47:50,950 --> 00:47:54,460 return on investment with AI. So one of the ways 718 00:47:54,460 --> 00:47:58,020 that we help our clients is by even just offering 719 00:47:58,020 --> 00:48:01,930 some really fast and easy proof points, build a bot 720 00:48:01,930 --> 00:48:05,650 workshop where within an hour, you can get your hands 721 00:48:05,650 --> 00:48:09,680 on the technology and build a basic bot to be 722 00:48:09,680 --> 00:48:14,270 able to understand and prove out and showcase how you 723 00:48:14,270 --> 00:48:18,520 can gain efficiencies in handling influxes of volume as an 724 00:48:18,520 --> 00:48:22,650 example. We offer pretrials so you can try before you buy 725 00:48:22,650 --> 00:48:25,650 to be able to prove out that technology too. And 726 00:48:25,650 --> 00:48:28,930 then lastly, I mentioned that we have a value consulting 727 00:48:28,930 --> 00:48:31,890 and business consulting team, whereas as part of the process 728 00:48:31,890 --> 00:48:36,050 and working with you, we look to help you with 729 00:48:36,080 --> 00:48:39,500 the financial models and the business benefit and benchmarks that 730 00:48:39,500 --> 00:48:42,690 you need to help justify the solution, and then can 731 00:48:42,690 --> 00:48:45,340 we follow up with you and working with you in 732 00:48:45,420 --> 00:48:50,670 understanding how you can realize that information and prove it 733 00:48:50,670 --> 00:48:52,760 out to share with your key stakeholders that were a 734 00:48:52,760 --> 00:48:55,970 part of the decision and in investing to begin with. 735 00:48:56,640 --> 00:49:00,830 So those are a couple from your slide before. Claire, 736 00:49:00,830 --> 00:49:03,590 that jumped out to me in terms of AI challenges and proof 737 00:49:03,590 --> 00:49:07,120 points and how we help companies. Thank you very much 738 00:49:07,410 --> 00:49:10,650 Janelle. Okay. I'm going to change tack a little bit now. 739 00:49:10,910 --> 00:49:13,480 I don't know if you recall at the beginning, I said that 740 00:49:13,480 --> 00:49:17,290 we will be talking about this concept of data sharing. So 741 00:49:17,330 --> 00:49:21,450 what would be the value of you taking an anonymized 742 00:49:21,450 --> 00:49:24,370 set of data and sharing it with a third party 743 00:49:24,370 --> 00:49:27,650 and what could be some of the mutual benefits that 744 00:49:27,650 --> 00:49:31,320 would come out of that. And we're already seeing various examples 745 00:49:31,310 --> 00:49:34,990 across industries. I'll give you a couple of examples. So 746 00:49:35,390 --> 00:49:40,670 transportation companies sharing much more detailed supply chain data along 747 00:49:40,780 --> 00:49:42,760 the supply chain so that people can give much more 748 00:49:42,810 --> 00:49:49,790 accurate timing estimates to their customers or a telecommunications company sharing 749 00:49:49,790 --> 00:49:54,750 information about customers are switching SIM cards frequently and sharing that 750 00:49:54,860 --> 00:49:58,160 information with banks to help them identify cases of fraud. 751 00:49:58,550 --> 00:50:02,070 So various examples of where companies are looking at the 752 00:50:02,070 --> 00:50:04,990 value of their data and how in future, they might 753 00:50:04,990 --> 00:50:09,380 share it with third parties to develop AI, to develop new 754 00:50:09,380 --> 00:50:13,610 business models, to develop new supply chain efficiencies. And so 755 00:50:13,610 --> 00:50:16,970 we ask the survey respondents, what would be the greatest 756 00:50:16,970 --> 00:50:21,220 benefits of sharing data with companies in your own or 757 00:50:21,220 --> 00:50:26,840 adjacent industries? And the majority 56%, say that the greatest benefit they 758 00:50:26,840 --> 00:50:32,240 could foresee will be faster and more transparent supply chains 759 00:50:32,580 --> 00:50:36,600 followed by faster and more innovative product development and then 760 00:50:36,620 --> 00:50:41,190 new and enhanced customer services and experiences. And I know 761 00:50:41,190 --> 00:50:45,770 that Genesys has been taking some initiatives looking into this 762 00:50:45,770 --> 00:50:48,500 space of data sharing. Janelle, can you give us a 763 00:50:48,500 --> 00:50:50,360 couple of examples of what you see this kind of 764 00:50:51,060 --> 00:50:56,730 the value of sharing data to be. Well, absolutely. So 765 00:50:56,730 --> 00:51:00,240 when it comes to sharing data, I'll go back to 766 00:51:00,240 --> 00:51:03,360 some of the obstacles, right? So if you go to 767 00:51:03,360 --> 00:51:07,010 the next slide real quick Claire and I look at 768 00:51:07,330 --> 00:51:13,530 the second bar chart, as a technology provider, the second 769 00:51:13,530 --> 00:51:17,050 one here jumps out to me as something where along 770 00:51:17,050 --> 00:51:20,240 with global tech companies, we can be part of removing 771 00:51:20,240 --> 00:51:24,700 the obstacles associated with managing and transforming that data across 772 00:51:24,700 --> 00:51:27,810 many systems, because if you're going to share it, you need 773 00:51:27,810 --> 00:51:30,830 to have it sort of in a shareable format to 774 00:51:30,830 --> 00:51:35,640 begin with. So that's why Genesys has become one of 775 00:51:35,640 --> 00:51:39,380 the only providers that are part of two key initiatives 776 00:51:39,380 --> 00:51:46,340 in being able to have open APIs amongst the key 777 00:51:46,340 --> 00:51:49,200 data providers. So two that come to mind are the 778 00:51:49,200 --> 00:51:53,300 Cloud Information Model, where we partner with companies like Amazon 779 00:51:53,300 --> 00:51:56,690 and Salesforce, as well as the open data initiative, where 780 00:51:56,690 --> 00:52:01,420 we're partnering with other companies like Adobe, SAP and Microsoft. 781 00:52:01,950 --> 00:52:06,070 To really conquer this challenge for companies like you, we're 782 00:52:06,070 --> 00:52:11,600 destroying data silos. We know isn't simple but joining forces 783 00:52:11,600 --> 00:52:16,640 to establish more interoperability and data exchange in a safe 784 00:52:16,640 --> 00:52:19,540 and secure way is a step in the right direction 785 00:52:19,540 --> 00:52:24,330 that we're really excited about. Yeah. So what this chart 786 00:52:24,330 --> 00:52:28,170 shows is the developments that companies would need to see 787 00:52:28,170 --> 00:52:31,470 to be even more active in the data sharing space. 788 00:52:31,620 --> 00:52:34,350 And so 64% say that they would want to see 789 00:52:34,350 --> 00:52:38,570 greater regulatory clarity, what exactly are the rules on data 790 00:52:38,570 --> 00:52:42,750 sharing and then they'd also be looking for the agreed 791 00:52:42,750 --> 00:52:48,030 industry standards on how data can be safely, ethically, legally 792 00:52:48,030 --> 00:52:54,130 shared across organizations. And also if they saw competitors initiatives 793 00:52:54,340 --> 00:52:57,820 to increase the data that they're sharing, that might be 794 00:52:57,820 --> 00:53:03,110 something that would move them into data sharing. So the next slide, 795 00:53:04,000 --> 00:53:07,580 the next question we ask them is, how willing would you 796 00:53:07,580 --> 00:53:11,610 be to share internal data? And what we saw is 797 00:53:11,610 --> 00:53:15,430 that executives in the America, so Latin America and the 798 00:53:15,430 --> 00:53:20,080 North America are the most enthusiastic globally saying they are 799 00:53:20,080 --> 00:53:25,520 either very willing or somewhat willing to share data. In 800 00:53:25,520 --> 00:53:29,610 Asia Pacific, Europe, the Middle East and Africa, perhaps a 801 00:53:29,610 --> 00:53:32,910 little bit more hesitant too, a little bit more caution 802 00:53:32,910 --> 00:53:38,690 about data sharing perhaps it's because GDPR is very, very 803 00:53:38,690 --> 00:53:43,590 strict regulations on data sharing and just culturally more conservative 804 00:53:43,590 --> 00:53:49,130 cultures around sharing information and data. So that brings us 805 00:53:49,130 --> 00:53:52,630 to the end of the content that we wanted to 806 00:53:52,630 --> 00:53:55,760 share with you today and leaves us some time for 807 00:53:55,760 --> 00:53:59,200 Q& A, just about five minutes for Q& A. After 808 00:53:59,200 --> 00:54:03,470 that, I will share some key takeaways from this presentation 809 00:54:03,670 --> 00:54:06,360 and then Josh will come back and share some more 810 00:54:06,360 --> 00:54:08,730 of the resources that are available to you after this 811 00:54:08,730 --> 00:54:12,580 webinar. So before we get going on the Q& A 812 00:54:12,800 --> 00:54:15,090 Josh, can I just bring you back in to explain 813 00:54:15,090 --> 00:54:19,410 to the audience how it would work? Yes, absolutely. So 814 00:54:19,610 --> 00:54:22,030 for everybody who's going to participate in today's Q& A, 815 00:54:22,740 --> 00:54:25,620 there's a Q& A chat window below the slide window. If 816 00:54:25,620 --> 00:54:27,820 you put your questions in there, we'll get through as 817 00:54:27,820 --> 00:54:29,530 many as we can with the short amount of time that 818 00:54:29,530 --> 00:54:32,140 we have. But we do encourage you to go ahead 819 00:54:32,140 --> 00:54:34,430 and throw those questions in there, because even if we 820 00:54:34,430 --> 00:54:36,750 don't answer them aloud, we will follow up with you 821 00:54:36,750 --> 00:54:40,760 via email within the next few business days. So with that, Claire, 822 00:54:40,760 --> 00:54:43,990 if you want to kick things off, go ahead. Okay. 823 00:54:44,330 --> 00:54:46,280 So also, if you don't have a question, but you 824 00:54:46,280 --> 00:54:48,890 wanted to make a comment or answer any of the 825 00:54:48,890 --> 00:54:51,560 questions that I've got up on the slide, how is 826 00:54:51,560 --> 00:54:54,390 AI making an impact in your business? What challenges have you 827 00:54:54,660 --> 00:54:57,720 seen? Have you seen the examples of data sharing in your 828 00:54:57,720 --> 00:55:00,520 industry? So while we wait for some questions to come 829 00:55:00,520 --> 00:55:03,130 in, if they're going to, Aarde, I'd like to ask 830 00:55:03,130 --> 00:55:06,590 you, what would you say is your greatest lesson learned 831 00:55:06,620 --> 00:55:12,690 having been on this AI journey in your business? Yeah, this is a great 832 00:55:12,690 --> 00:55:16,530 question. And the lessons learned kind of change over time 833 00:55:16,530 --> 00:55:20,500 and depending on where you are in the journey either 834 00:55:21,140 --> 00:55:23,750 just deploying your first one or about to deploy your 835 00:55:23,750 --> 00:55:29,250 first AI or bot or tool or where we're kind 836 00:55:29,250 --> 00:55:32,600 of we are now where we've had bots in place 837 00:55:32,600 --> 00:55:36,110 for more than a year, and now we're trying to optimize 838 00:55:36,110 --> 00:55:37,840 or see what the next step is. I think the 839 00:55:37,840 --> 00:55:42,360 biggest challenge is getting executive buy- in. You have to 840 00:55:42,360 --> 00:55:44,460 get buy- in at the highest level. It has to 841 00:55:44,460 --> 00:55:47,210 be a company initiative. I know it's very easy to 842 00:55:47,210 --> 00:55:50,970 start in a specific silo like customer service or sales 843 00:55:51,960 --> 00:55:56,370 and you can see some traumatic results, but it took 844 00:55:56,370 --> 00:55:59,290 for it to get the highest impact, it's really important 845 00:55:59,290 --> 00:56:01,020 to get it all the way to your C- suite, 846 00:56:01,020 --> 00:56:07,990 your COO, your CEO or even the director of IT 847 00:56:08,330 --> 00:56:12,470 or CIO. I think that's the biggest challenge, and it's 848 00:56:12,470 --> 00:56:15,910 not necessarily a challenge because they're not interested in investing 849 00:56:15,910 --> 00:56:18,380 in it, it's a challenge in articulating how it could 850 00:56:18,380 --> 00:56:22,990 probably support some sort of business obstacle that they have 851 00:56:23,710 --> 00:56:25,830 that's in front of. I would say that's our biggest 852 00:56:26,190 --> 00:56:30,960 challenge. Yeah. Okay. So we have a very interesting question that's come 853 00:56:30,960 --> 00:56:35,670 in and Janelle, I think it's one that we can 854 00:56:35,670 --> 00:56:38,630 put to you a question from a gentleman called Ignacio. 855 00:56:38,960 --> 00:56:41,890 So in a few words, what is the company missing if 856 00:56:41,890 --> 00:56:45,200 they are not using AI on their customer service model? 857 00:56:47,730 --> 00:56:49,800 Well, if I could say two words, I would say 858 00:56:49,800 --> 00:56:54,350 business benefits. So hopefully of what you've seen from the 859 00:56:54,350 --> 00:56:57,960 examples that we've shown and what Aarde described as well 860 00:56:57,960 --> 00:57:03,240 as is that, in order to achieve efficiencies at scale, 861 00:57:03,360 --> 00:57:07,940 to achieve improved customer experience at scale to increase revenue, 862 00:57:08,560 --> 00:57:12,410 there's real power with the use of artificial intelligence to 863 00:57:12,760 --> 00:57:16,460 be able to real time provide insights and actions that 864 00:57:16,460 --> 00:57:20,510 drive business results and business outcomes. So that I would say 865 00:57:20,510 --> 00:57:23,750 you might have great customer experience already, you might be 866 00:57:23,750 --> 00:57:26,780 missing an opportunity to take that to the next level 867 00:57:26,780 --> 00:57:35,020 if you don't incorporate AI. Okay. So a comment from 868 00:57:35,020 --> 00:57:38,570 a lady called Carra, so we use Chatbots in place and 869 00:57:38,570 --> 00:57:41,600 have seen some positive results and are looking to take 870 00:57:41,600 --> 00:57:44,280 it to the level of full integration with our live 871 00:57:44,280 --> 00:57:48,320 chat. So Janelle, what would you think that their business 872 00:57:48,320 --> 00:57:53,570 needs to consider as they're making that next step? Well, 873 00:57:53,570 --> 00:57:56,840 it's hard to say not knowing how they're using Chatbots 874 00:57:56,840 --> 00:57:59,910 today honestly but maybe Aarde I could ask for your 875 00:57:59,910 --> 00:58:03,800 opinion on this one having really been very close to 876 00:58:03,800 --> 00:58:10,290 the implementation at Textile. Yeah. So I would say if 877 00:58:10,290 --> 00:58:12,700 you're just starting out with Chatbots, you're probably doing an 878 00:58:12,700 --> 00:58:17,640 FAQ bot that's learning the intent and then reporting back some 879 00:58:17,640 --> 00:58:21,510 sort of basic information from an FAQ guide. I would 880 00:58:21,510 --> 00:58:25,030 say the next level to that is integrating denigrations into 881 00:58:25,030 --> 00:58:28,980 your CRM or whatever tool sets that you have so 882 00:58:28,980 --> 00:58:32,330 that instead of just reading back some content, you could 883 00:58:32,330 --> 00:58:35,710 actually perform actions for your customers and truly give them 884 00:58:35,710 --> 00:58:39,870 self service. Think of it as like, " Can you reset 885 00:58:39,870 --> 00:58:42,960 my password?" And instead of it saying, " You could reset 886 00:58:42,960 --> 00:58:45,900 your password by logging in and clicking the reset password 887 00:58:45,900 --> 00:58:48,710 button." Instead, it would say, " Sure. I could reset your 888 00:58:48,710 --> 00:58:52,180 password. Let me go ahead and send you an SMS 889 00:58:52,180 --> 00:58:55,660 text message, click that link." And it'll reset it. It'll 890 00:58:55,660 --> 00:59:01,100 expire in 10 minutes, something like that. So actionable, we 891 00:59:01,100 --> 00:59:04,940 call this virtual assistants versus just a Chatbot, that would be 892 00:59:05,000 --> 00:59:08,470 the next level. And then I guess kind of piggybacking 893 00:59:08,470 --> 00:59:12,080 off the first QA question, what you would miss by 894 00:59:12,080 --> 00:59:16,660 not implementing AI. And I think Janelle hit this on 895 00:59:16,660 --> 00:59:21,160 the head, it's business insights, it's KPIs and metrics that 896 00:59:21,160 --> 00:59:22,880 you can now measure. It's going to open up a 897 00:59:22,880 --> 00:59:26,400 whole new area for you to have insights into and 898 00:59:26,400 --> 00:59:29,700 then that could help you create your customer experience and 899 00:59:29,700 --> 00:59:34,420 customer journey. I think we're at time now. So I 900 00:59:34,420 --> 00:59:37,710 better hand it to Josh who will wrap the call 901 00:59:37,710 --> 00:59:40,700 and give us some resources that build on these topics. 902 00:59:42,720 --> 00:59:46,320 Sounds good to me. So just as next steps for 903 00:59:46,320 --> 00:59:50,210 everybody, you should see the resource list just next to 904 00:59:50,210 --> 00:59:52,770 the Q& A window. Make sure you click on these 905 00:59:52,770 --> 00:59:55,330 before we end today's webcast. You can get the full 906 00:59:55,330 --> 00:59:58,680 MIT global AI agenda report. You can learn more about 907 00:59:58,680 --> 01:00:01,330 the AI power context center, and you can even get 908 01:00:01,330 --> 01:00:04,670 started today by building AI capabilities into your call center. 909 01:00:05,470 --> 01:00:07,520 So again, make sure that you click on that before we 910 01:00:07,520 --> 01:00:12,050 close out today. Also to wrap up, make sure you 911 01:00:12,050 --> 01:00:14,070 continue to throw questions that you still have, even though 912 01:00:14,070 --> 01:00:15,510 we ran out of time, we do want to make 913 01:00:15,510 --> 01:00:17,690 sure that we answer any questions. So throw those into 914 01:00:17,690 --> 01:00:20,320 the Q& A window before we end today. And I'll be 915 01:00:20,320 --> 01:00:23,740 sure to answer as many as we can via email 916 01:00:23,740 --> 01:00:27,470 within the next few business days. Also after today's webinar, 917 01:00:27,470 --> 01:00:30,760 you're going to see a short survey pop up. We 918 01:00:30,760 --> 01:00:33,420 make sure that we tailor webinars towards what you want 919 01:00:33,420 --> 01:00:38,210 to learn more about. So be sure to throw your 920 01:00:38,210 --> 01:00:41,510 responses into the survey and click submit before today's session 921 01:00:41,510 --> 01:00:43,860 ends and we'll be sure to incorporate that feedback in 922 01:00:43,860 --> 01:00:47,650 the future. And also be sure to take a look 923 01:00:47,650 --> 01:00:50,840 at our podcast below. We have a new podcast called 924 01:00:50,840 --> 01:00:54,590 Tech Talks in Twenty where we discuss topics that you 925 01:00:54,590 --> 01:00:57,810 want to hear in just about 20 minutes. So you 926 01:00:57,810 --> 01:01:01,550 are welcome to listen today. So with all that being 927 01:01:01,550 --> 01:01:04,450 said on behalf of Janelle, Claire and Aarde and the 928 01:01:04,450 --> 01:01:07,160 entire Genesys team, we thank you again for joining today's 929 01:01:07,160 --> 01:01:11,750 webcast AI in the Contact Center: The Promise, Reality and Future. 930 01:01:12,030 --> 01:01:17,540 Until next time, have a good one everyone. Bye. Thank 931 01:01:17,870 --> 01:01:18,020 you.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t894QAA"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [this_page_title] [cutoff co_thick="2px"] Get the contact center platform of the future — it’s easier than you think. With a methodology and automation tools born from hundreds of customer migrations over recent years, we can move you from your current Genesys platform to the Genesys Cloud™ platform quickly. In this on-demand webinar you will hear about: How we use automation tools to speed design & implementation What factors you need to consider before starting How you can leverage your existing investment to set up Genesys Cloud Watch this on-demand session to see and experience it for yourself. [mktoform cta_header="Watch the on-demand recording" cta_button="Watch now" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7TDQAY"] Genesys + Zoom Seamless cloud communications for great customer experiences [webinarschedulesingle][cutoff co_thick="2px"] Take charge of your contact center productivity In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Take charge of your contact center productivity with Genesys and Zoom integrated communications. Register now for this webinar and learn how to: Increase contact center agent productivity with integrated communications Provide a seamless, simplified and more efficient agent experience Enable employees to quickly find the right resources to address your customer’s needs Use cloud-based customer support tools for modern experiences Register now. See how integrated cloud communications can enhance agent and customer experiences.[cutoff co_thick="2px"]1 00:00:06,360 --> 00:00:09,750 All right. Good morning, evening and afternoon, everyone. My name 2 00:00:09,750 --> 00:00:11,910 is Josh Reed and I'm from the digital events team 3 00:00:11,910 --> 00:00:14,340 here at Genesys. And I'll be one of the moderators 4 00:00:14,340 --> 00:00:16,950 for today's presentation. And let me be the first to 5 00:00:16,950 --> 00:00:21,420 welcome you to today's webcast, Genesys and Zoom: Seamless Cloud 6 00:00:21,420 --> 00:00:26,230 Communications for Great Customer Experiences. To ensure that you have 7 00:00:26,230 --> 00:00:28,730 the best experience viewing today's webinar. I'm going to cover 8 00:00:28,730 --> 00:00:31,010 a few housekeeping items as I usually do, and I'll 9 00:00:31,010 --> 00:00:33,870 make this short and sweet first to ensure that you 10 00:00:33,870 --> 00:00:37,110 don't have any issues viewing or listening to today's presentation. 11 00:00:37,600 --> 00:00:39,850 Please make sure that you have a reliable internet connection 12 00:00:39,909 --> 00:00:43,760 and phone connection. If you experience any problems, viewing today's 13 00:00:43,760 --> 00:00:46,990 webcast, try leaving the Zoom webinar and logging back in 14 00:00:46,990 --> 00:00:49,940 from the link from your reminder email. And if you 15 00:00:49,940 --> 00:00:51,930 continue to have issues, why don't you throw that into 16 00:00:51,930 --> 00:00:53,540 the chat? And we'll see if we can troubleshoot for 17 00:00:53,540 --> 00:00:57,220 you. Also, this webcast is designed to be an interactive 18 00:00:57,220 --> 00:00:59,740 experience between you and our presenters today. So at any 19 00:00:59,740 --> 00:01:02,440 time during the webcast, feel free to submit those questions 20 00:01:02,440 --> 00:01:05,569 in the Q& A tab on your Zoom toolbar. Now 21 00:01:05,569 --> 00:01:07,430 I'll make sure that you throw those questions into the 22 00:01:07,430 --> 00:01:09,840 Q& A tool and not the chat so that we 23 00:01:10,160 --> 00:01:12,069 make sure that we answer your question or have a 24 00:01:12,069 --> 00:01:15,020 chance to answer your question. We don't miss it, also 25 00:01:15,020 --> 00:01:17,280 just to let if time does get away from us 26 00:01:17,280 --> 00:01:21,190 as sometimes it usually does. Don't fret. We'll follow up 27 00:01:21,190 --> 00:01:23,780 with you via email within the next few business days, 28 00:01:24,690 --> 00:01:27,340 and also know that this is being recorded and that 29 00:01:27,340 --> 00:01:29,770 you'll receive a link to the on- demand recording via 30 00:01:29,770 --> 00:01:34,220 email from Zoom within the next few business days and 31 00:01:34,220 --> 00:01:36,550 see it, like I said, short and sweet. So it's 32 00:01:36,550 --> 00:01:39,690 my pleasure to introduce you to our moderator today. Randy 33 00:01:39,690 --> 00:01:43,060 Carter, the marketing content director here at Genesys. Randy, why 34 00:01:43,060 --> 00:01:47,850 don't you take it away, buddy? Thanks Josh. So, I 35 00:01:48,610 --> 00:01:50,980 mean, the main question that we want to talk about 36 00:01:50,980 --> 00:01:54,730 today is why is it still so hard to help 37 00:01:54,830 --> 00:01:59,900 people? I mean, we've got digital transformation stuff. That's moving 38 00:01:59,900 --> 00:02:03,040 customer communications to the cloud. It's changing the way that 39 00:02:03,060 --> 00:02:07,500 we're communicating. We've got a lot of things about the 40 00:02:07,500 --> 00:02:11,300 way that we're doing customer experience and employee experiences as 41 00:02:11,300 --> 00:02:15,970 well, that are changing. And there's huge growth in automation, 42 00:02:16,270 --> 00:02:22,990 bots, and digital work, I mean, voice is still vital 43 00:02:23,160 --> 00:02:26,500 as a way to solve real problems and bring people 44 00:02:26,500 --> 00:02:31,970 together. And like everything else though voice is changing and 45 00:02:31,970 --> 00:02:36,800 it won't change back. All of this disruption has really 46 00:02:36,800 --> 00:02:40,790 brought forth all of these great cases that we knew 47 00:02:40,790 --> 00:02:45,900 were coming about working from anywhere and about elevating voice 48 00:02:46,120 --> 00:02:51,240 to video. And that's why we're here. We're here to 49 00:02:51,240 --> 00:02:55,340 give you details on a new way to provide voice 50 00:02:55,340 --> 00:03:04,669 in videos, simply flexibly globe. So today I'm here also 51 00:03:04,669 --> 00:03:10,130 have two people along with me, we got Neil Levonius, 52 00:03:10,580 --> 00:03:13,730 who is from Zoom in product marketing, and we've also 53 00:03:13,730 --> 00:03:18,630 got Jeff Wise. So I'm going to start off with 54 00:03:18,630 --> 00:03:22,389 Jeff. Jeff, could you tell us who you are and 55 00:03:22,389 --> 00:03:26,430 who Genesys is? Thanks Randy. And thanks everyone for being 56 00:03:26,430 --> 00:03:31,260 here today. Super excited to talk about our partnership and 57 00:03:31,260 --> 00:03:34,169 vision with Zoom, but I head up by our strategic 58 00:03:34,169 --> 00:03:39,080 alliances group and ecosystems, but I'm really excited about what 59 00:03:39,080 --> 00:03:42,710 we're working with our partner Zoom. Now a little bit 60 00:03:42,790 --> 00:03:46,850 about Genesys. We have been around a long time. We're really 61 00:03:46,850 --> 00:03:50,680 uniquely positioned in this industry because now, when it becomes 62 00:03:52,080 --> 00:03:55,030 uniquely valuable, is that we're really a company that believes 63 00:03:55,030 --> 00:03:58,980 in self disruption and we've led continuous change after continuous 64 00:03:58,980 --> 00:04:02,130 change. And today is actually going to be no different. 65 00:04:03,090 --> 00:04:07,550 We started before cloud even existed, but today we're a 66 00:04:07,570 --> 00:04:10,410 global cloud company and we're going to talk about what that 67 00:04:10,410 --> 00:04:15,190 means as well. We've pioneered omni- channel multi- channel customer 68 00:04:15,190 --> 00:04:19,910 engagement because customers keep changing and more importantly, they are 69 00:04:19,920 --> 00:04:23,850 changing how they want to engage. So today now we 70 00:04:23,850 --> 00:04:29,210 power our customer's experiences with AI fueled by data, across 71 00:04:29,210 --> 00:04:34,680 multiple sources, using an agile cloud culture. And Genesys is 72 00:04:34,680 --> 00:04:38,190 really creating the one of the most scalable cloud- based 73 00:04:38,190 --> 00:04:42,670 customer experience platforms in the industry. But at the end 74 00:04:42,670 --> 00:04:44,500 of the day, it's the moment of truth that really 75 00:04:44,500 --> 00:04:50,020 matters. And, it's when that customer connects and they need help 76 00:04:50,020 --> 00:04:54,350 and we help our customers with billions of different customer 77 00:04:54,350 --> 00:04:58,390 interactions every year and all about helping our customers connect 78 00:04:58,390 --> 00:05:01,510 with their customers at that moment of truth. And as 79 00:05:01,510 --> 00:05:07,110 a result of that, customers worldwide, large global brands trust 80 00:05:07,110 --> 00:05:10,640 us with helping them connect with their customers. So it's 81 00:05:10,640 --> 00:05:13,610 great to be here, Randy, thanks for the opportunity to 82 00:05:13,610 --> 00:05:18,390 talk about Genesys and what we're doing with Zoom. All right. Now we're going 83 00:05:18,390 --> 00:05:21,830 to pivot over and talk to Neil. Same question. Tell 84 00:05:21,830 --> 00:05:26,250 us about, in a bit about Zoom? Yeah. So thank 85 00:05:26,250 --> 00:05:28,900 you, Randy. It's great to be here. So my name 86 00:05:28,900 --> 00:05:31,779 is Neil Levonius and I'm a product marketing lead for 87 00:05:31,800 --> 00:05:37,550 Zoom phone, our cloud phone system. So, you probably know 88 00:05:37,550 --> 00:05:39,820 what Zoom is. I think a lot of people are 89 00:05:39,820 --> 00:05:42,760 using it now and really what our story is? What 90 00:05:42,760 --> 00:05:45,410 our vision is? Is that we are creating a platform 91 00:05:45,410 --> 00:05:49,730 that enables video communications to empower people, to accomplish anything 92 00:05:49,730 --> 00:05:54,279 they want to be and to be always connected. And 93 00:05:54,279 --> 00:05:56,750 so when you think about the way we communicate today, 94 00:05:56,779 --> 00:06:01,410 it's radically changed. We have over 300 million daily active 95 00:06:01,410 --> 00:06:06,130 meeting participants using the Zoom platform every day, and they're 96 00:06:06,130 --> 00:06:09,540 not just using it for video. We created this platform 97 00:06:09,720 --> 00:06:13,680 that does video. It does chat, it does phone calls, 98 00:06:13,880 --> 00:06:17,480 it supports conference rooms, large webinars like we're doing right 99 00:06:17,480 --> 00:06:21,029 now and all of these different things. And the reason 100 00:06:21,029 --> 00:06:25,620 why this has come about is because people need flexibility. 101 00:06:25,620 --> 00:06:28,750 They're working from everywhere. They're working on all of these 102 00:06:28,750 --> 00:06:32,550 different devices and they want a consistent user experience across 103 00:06:32,550 --> 00:06:35,270 everything. So when I think about my 14 year old 104 00:06:35,270 --> 00:06:37,470 daughter, she's going to be a sophomore in high school 105 00:06:37,470 --> 00:06:40,820 this year. And if I give her a phone call. 106 00:06:40,860 --> 00:06:43,040 If I call her on the phone like this, it 107 00:06:43,040 --> 00:06:45,029 freaks her out. She doesn't know what that is. She's 108 00:06:45,029 --> 00:06:46,339 not going to put a phone up to her ear 109 00:06:46,339 --> 00:06:49,410 because that's so strange. But if I send her a 110 00:06:49,410 --> 00:06:53,040 text message, she responds right away. Cause she's very happy 111 00:06:53,040 --> 00:06:55,270 using text. And then if she wants to get ahold 112 00:06:55,270 --> 00:06:57,060 of me in real time, what does she do? She 113 00:06:57,100 --> 00:07:01,500 FaceTimes me. She sends Zoom because people are shifting, the 114 00:07:01,500 --> 00:07:05,240 culture is shifting to being very comfortable with video. Now 115 00:07:05,240 --> 00:07:09,020 that doesn't discount any of the other modalities, then that's 116 00:07:09,020 --> 00:07:11,000 why you need a platform that can support all of 117 00:07:11,000 --> 00:07:13,470 them. Voice is still very important. It ends up being 118 00:07:13,470 --> 00:07:16,030 the lowest common denominator and how we communicate because it's 119 00:07:16,030 --> 00:07:19,220 a ubiquitous platform that can be found everywhere, but then 120 00:07:19,220 --> 00:07:22,690 people are very comfortable with chat, SMS and then video, 121 00:07:22,690 --> 00:07:25,170 when you want to have that more personal touch. So 122 00:07:25,420 --> 00:07:28,570 that's what the Zoom platform has really been designed for. 123 00:07:28,800 --> 00:07:31,610 And then partnering with companies like Genesys to bring our 124 00:07:31,610 --> 00:07:35,850 capabilities together, to provide this really best of breed solution 125 00:07:36,840 --> 00:07:45,570 is very exciting. And we believe for our customers. Randy 126 00:07:45,570 --> 00:07:53,290 you're muted. Oh, there we go. Okay. So Neil, you 127 00:07:53,290 --> 00:07:56,010 dropped that magic word vision, and that's what I want 128 00:07:56,010 --> 00:07:59,750 to talk about next, which is we've got to power 129 00:07:59,750 --> 00:08:04,140 us cloud companies here. What's the vision of this partnership? I want 130 00:08:04,390 --> 00:08:06,820 to start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And 131 00:08:07,320 --> 00:08:11,020 I think Neil said it. We're shifting to a video- 132 00:08:11,020 --> 00:08:15,100 first experience at a consumer level and a business level. 133 00:08:15,410 --> 00:08:19,810 And that video experience is a key ingredient to this 134 00:08:19,810 --> 00:08:23,540 vision because what we're really doing is we're bringing the 135 00:08:23,540 --> 00:08:27,010 best of breed companies together, Genesys being that best of 136 00:08:27,010 --> 00:08:31,990 breed customer experience, and with the best of breed video 137 00:08:31,990 --> 00:08:36,809 communication experience through Zoom. But by bringing these best of 138 00:08:36,809 --> 00:08:39,309 breed companies together, what we're doing is we're really building 139 00:08:39,309 --> 00:08:43,500 a future together. And that is to allow seamless communications 140 00:08:43,500 --> 00:08:47,080 between the front office and back office. And that's bringing 141 00:08:47,080 --> 00:08:51,730 all employees together, not just the contact center, but everyone 142 00:08:51,940 --> 00:08:56,460 to be able to communicate and collaborate effortlessly. And using 143 00:08:56,460 --> 00:09:00,150 video is key because it really elevates the conversation, it 144 00:09:00,150 --> 00:09:05,960 creates relationships, it creates that empathy as well. So video 145 00:09:05,960 --> 00:09:09,920 is a key ingredient. And Zoom with the video- first 146 00:09:10,300 --> 00:09:15,950 video communications experience is a really valuable part of this 147 00:09:15,950 --> 00:09:19,840 vision that Genesys wants to create with Zoom. So our 148 00:09:19,840 --> 00:09:22,970 vision look, it's not just about phone calls, but it's 149 00:09:22,970 --> 00:09:26,870 really about that active collaboration across that organization, and it's 150 00:09:26,870 --> 00:09:31,670 about empowering the entire organization to have the right conversation 151 00:09:31,670 --> 00:09:36,679 with their customers. It's about knowing the customer, making it 152 00:09:36,679 --> 00:09:41,740 personal and relevant, and making that connection, making that memorable 153 00:09:41,740 --> 00:09:45,630 experience. Because if you can make it memorable with the 154 00:09:45,630 --> 00:09:49,010 right context and the right relevance, and that's across the 155 00:09:49,010 --> 00:09:53,030 whole entire customer journey, then that's going to be something 156 00:09:53,030 --> 00:09:56,400 that customers will remember, but also want to come back 157 00:09:56,740 --> 00:10:02,770 and advocate for you in the daily life. So that's 158 00:10:02,770 --> 00:10:09,530 the vision. Fantastic. Okay. Neil, get to you to, you're 159 00:10:09,730 --> 00:10:14,360 still muted, to respond and talk about your side of 160 00:10:14,360 --> 00:10:18,400 the vision stuff. Yeah, so our vision of making sure 161 00:10:18,400 --> 00:10:22,520 that people are always connected. And I think what Jeff 162 00:10:22,520 --> 00:10:27,870 said is really important about the empathy. Without video, without 163 00:10:27,870 --> 00:10:32,580 chatting, without phone and being able to provide the medium 164 00:10:32,580 --> 00:10:37,280 that people want to communicate through adds friction. And when 165 00:10:37,280 --> 00:10:39,110 you have friction, then people don't want to use it 166 00:10:39,150 --> 00:10:41,380 and they don't adopt it, and then you've wasted a 167 00:10:41,380 --> 00:10:44,880 bunch of money. So what we do to make sure 168 00:10:44,880 --> 00:10:47,860 that that's not an issue is besides just implementing a 169 00:10:47,860 --> 00:10:49,920 feature to get a checkbox and say, " We have a 170 00:10:49,920 --> 00:10:55,340 feature," is that we design the platform to remove all 171 00:10:55,340 --> 00:10:57,520 friction, to make it very easy to use. So have a 172 00:10:57,520 --> 00:11:00,870 world- class user experience, because we understand, and even though 173 00:11:00,870 --> 00:11:03,080 this sounds like a cliche now probably to a lot 174 00:11:03,080 --> 00:11:06,970 of people, that this whole consumerization of IT is real. 175 00:11:07,160 --> 00:11:09,710 We communicate in our daily lives through all of our 176 00:11:09,710 --> 00:11:12,760 favorite applications, whether it's a social media app like TikTok 177 00:11:13,040 --> 00:11:18,110 or chat, I'm sorry, or Snapchat, or Facebook, or whatever 178 00:11:18,110 --> 00:11:22,610 it is, that those experiences, that user experience is now 179 00:11:22,610 --> 00:11:27,500 expected on in the business app, IT app. So that's 180 00:11:27,809 --> 00:11:30,809 the kind of the aesthetic that we take, the approach 181 00:11:30,809 --> 00:11:33,440 we take when we design our features. And what we've 182 00:11:33,440 --> 00:11:36,280 seen is when you do that, then that increases adoption, 183 00:11:36,280 --> 00:11:39,970 increases stickiness, and then it really helps you be successful. 184 00:11:39,970 --> 00:11:42,870 And when you have a product like that, the IT's 185 00:11:42,870 --> 00:11:48,160 job becomes much simpler because the customer base, the user 186 00:11:48,160 --> 00:11:51,460 base wants to use it, training is much easier. And 187 00:11:51,460 --> 00:11:53,390 then it's easy to prove to your CIO, to your 188 00:11:53,390 --> 00:11:56,070 decision maker, et cetera, that the investment was worth it. 189 00:11:56,610 --> 00:11:59,160 So, our vision to bring all of these different modalities 190 00:11:59,160 --> 00:12:01,770 together, build it on a platform that's open so we 191 00:12:01,770 --> 00:12:05,340 can integrate and create a best of breed solution is really 192 00:12:05,340 --> 00:12:10,360 core to what we're doing at Zoom today. I love that. I love the 193 00:12:10,360 --> 00:12:12,820 comment about friction in there too. And the only way 194 00:12:12,820 --> 00:12:16,300 to really build these huge, scalable systems that people really 195 00:12:16,300 --> 00:12:18,920 want is you have to make it so much easier 196 00:12:18,920 --> 00:12:21,770 to do the right thing always. And that's hard. It 197 00:12:21,770 --> 00:12:26,140 takes a lot of extra work. Okay, so we're going to move forward 198 00:12:26,380 --> 00:12:29,920 and talk a little bit about Zoom Phone, because we've all heard 199 00:12:29,920 --> 00:12:32,690 of Zoom, but Zoom Phone is a term that maybe 200 00:12:32,690 --> 00:12:36,280 some people don't know yet. Yes, so Zoom Phone is 201 00:12:36,470 --> 00:12:39,360 a cloud phone system called PBX. It is designed to 202 00:12:39,360 --> 00:12:42,330 be a replacement to the old legacy boat anchors that 203 00:12:42,330 --> 00:12:45,420 you might have in a closet right now. Whatever that's 204 00:12:45,420 --> 00:12:49,040 your Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon 205 00:12:49,040 --> 00:12:52,760 tels. It is a PBX at the end of the 206 00:12:52,760 --> 00:12:55,340 day. And it's built on the Zoom platform. So this 207 00:12:55,340 --> 00:12:59,240 isn't a separate product that was designed in a silo 208 00:12:59,809 --> 00:13:03,070 on a different platform. This was designed and implemented on 209 00:13:03,070 --> 00:13:05,890 the Zoom Meeting platform. So as a modern phone system 210 00:13:05,890 --> 00:13:08,410 or as our cloud phone system, it has all of 211 00:13:08,410 --> 00:13:12,210 the traditional PBX features that you'd come to expect, transferred 212 00:13:12,340 --> 00:13:17,530 conference hold, auto attendance, basic call routing, the ability to 213 00:13:17,530 --> 00:13:20,380 port your existing phone numbers onto our platform if you'd 214 00:13:20,380 --> 00:13:23,980 like to use our native PSTN service, or we allow 215 00:13:23,980 --> 00:13:25,720 you to bring your own carrier to our platform as 216 00:13:25,720 --> 00:13:27,840 well if you want to keep your existing service providers. 217 00:13:28,070 --> 00:13:31,940 We support hybrid integration to your existing on- premise PBXs. 218 00:13:32,140 --> 00:13:34,590 So we don't go into a customer saying, " No, rip 219 00:13:34,590 --> 00:13:38,010 out that old Cisco call manager system and put Zoom 220 00:13:38,010 --> 00:13:40,780 everywhere." No, we understand can be a phased approach. You 221 00:13:40,780 --> 00:13:44,670 just don't cut overnight. So it is a phone system. 222 00:13:45,330 --> 00:13:47,559 Because it's built on the same platform, it's really easy 223 00:13:47,559 --> 00:13:50,370 to manage. If you've managed a Zoom account, a Zoom 224 00:13:50,370 --> 00:13:53,610 Meeting account, it's just another tab in our web portal. 225 00:13:54,420 --> 00:13:56,480 So when you go to provision a user, you provision 226 00:13:56,620 --> 00:13:59,929 their meeting, attributes, you provision their phone attributes. It's done 227 00:13:59,929 --> 00:14:02,390 in the same place. It's integrated into our reporting and 228 00:14:02,480 --> 00:14:05,890 dashboarding, et cetera. And the features are delivered to the 229 00:14:05,890 --> 00:14:09,580 same Zoom app that you already know. So when we're 230 00:14:09,580 --> 00:14:12,090 designing features, we want to make sure that all of 231 00:14:12,090 --> 00:14:17,440 the features that are implemented are not just desktop features, 232 00:14:17,580 --> 00:14:21,030 desk phone features, or mobile features. We have a very 233 00:14:21,030 --> 00:14:23,530 mobile first approach. We want to make sure that everything 234 00:14:23,530 --> 00:14:28,210 works on the mobile app with the same quality, same 235 00:14:28,210 --> 00:14:31,570 user experience that you can experience on the desktop. So 236 00:14:31,570 --> 00:14:34,050 we don't have any... We have feature parity across all 237 00:14:34,050 --> 00:14:37,010 of our end points. And it has to be delivered 238 00:14:37,010 --> 00:14:40,300 with high security and reliability. So making sure that we're 239 00:14:40,300 --> 00:14:45,380 implementing HD voice using adaptive rate codec like Opus, we 240 00:14:45,380 --> 00:14:47,700 have a lot of secret sauce on top that does 241 00:14:47,700 --> 00:14:51,970 audio processing to eliminate background noise, et cetera. So that's 242 00:14:51,970 --> 00:14:54,500 why Zoom calls generally sound better than a lot of 243 00:14:54,500 --> 00:14:58,880 our competitors. And we have a global footprint, which I 244 00:14:58,880 --> 00:15:03,820 believe we'll talk about a little bit later. Okay, great. 245 00:15:04,110 --> 00:15:09,770 Yeah, it's a difficult bridge creating this between the desk 246 00:15:09,770 --> 00:15:13,900 phones and everything else in the world. And I've seen it, experienced it. 247 00:15:14,920 --> 00:15:17,520 You guys have done amazing job. Yeah, and if I may 248 00:15:17,520 --> 00:15:20,670 add, when we first started Zoom, when Zoom was founded, 249 00:15:20,670 --> 00:15:23,960 when Eric started the company, it wasn't that we wanted 250 00:15:23,960 --> 00:15:25,950 to just be video only or we wanted to be 251 00:15:25,950 --> 00:15:28,370 a phone system. We were actually pulled into this by 252 00:15:28,370 --> 00:15:31,880 the market because the people were enjoying using Meeting so 253 00:15:31,880 --> 00:15:33,820 much. We're like, " Can we just get rid of the 254 00:15:33,820 --> 00:15:36,150 PBX and put everything on a meeting platform?" You already 255 00:15:36,150 --> 00:15:39,040 have all of the components. So that's what we did. 256 00:15:39,180 --> 00:15:41,420 And one of the side benefits, what I forgot to 257 00:15:41,420 --> 00:15:45,500 mention is, when I talked about all the modalities earlier 258 00:15:45,500 --> 00:15:49,670 of chat and voice and video, that we don't look 259 00:15:49,670 --> 00:15:54,010 at them as individual features, we want them to all 260 00:15:54,010 --> 00:15:56,990 blend together. So if I start with a chat interaction, 261 00:15:56,990 --> 00:16:00,270 I can escalate that chat into a phone call. And 262 00:16:00,270 --> 00:16:03,110 I can elevate that phone call into a meeting, without 263 00:16:03,110 --> 00:16:05,760 having people hang up. So if I'm working with a 264 00:16:05,760 --> 00:16:08,280 customer for example, and I'm on the phone, and I 265 00:16:08,280 --> 00:16:10,560 need to elevate that into a desktop share or I 266 00:16:10,560 --> 00:16:14,230 want to go to video, traditionally you say, " All right, 267 00:16:14,730 --> 00:16:17,790 let me send you an invite for this meeting bridge, 268 00:16:17,790 --> 00:16:19,680 and let's hang up and I'll meet you there." Right? And 269 00:16:19,960 --> 00:16:22,610 that usually adds five or 10 minutes to the conversation, 270 00:16:22,610 --> 00:16:26,510 it adds friction. With Zoom, if you're on that phone 271 00:16:26,510 --> 00:16:28,840 call, you can elevate right into a Zoom meeting and 272 00:16:28,840 --> 00:16:31,500 everybody's brought into it automatically, so you don't have to 273 00:16:31,500 --> 00:16:33,650 hang up and dial back in. And then if they 274 00:16:33,650 --> 00:16:36,680 want to use the app, then you can send an 275 00:16:36,680 --> 00:16:39,130 invite for them to open up the app, keep the 276 00:16:39,130 --> 00:16:42,720 voice stream wherever it started, and then have the app 277 00:16:42,720 --> 00:16:45,680 for all the desktop sharing. Anyway, sorry Randy, I just 278 00:16:45,680 --> 00:16:48,420 wanted to expand on that for a second. Oh no, I 279 00:16:48,420 --> 00:16:51,570 enjoyed it. Yeah, I think this is also indicative of 280 00:16:51,570 --> 00:16:55,370 why this is actually such a really good match between 281 00:16:55,370 --> 00:16:57,780 two different cloud companies, is because the way you guys 282 00:16:57,780 --> 00:17:01,390 are approaching the usability and the scaling, and being able 283 00:17:01,390 --> 00:17:04,750 to flip things from one mode to another seamlessly, is 284 00:17:04,750 --> 00:17:08,300 exactly what we're trying to do at Genesys. So, thank 285 00:17:08,300 --> 00:17:13,320 you. Okay, let's go to the next slide which is 286 00:17:13,320 --> 00:17:16,850 about... Okay. We're going to take all these pieces of 287 00:17:17,460 --> 00:17:19,810 Zoom and the functionality that they're adding, and we've got 288 00:17:19,810 --> 00:17:23,980 all this functionality that we've built on Genesys Cloud bringing 289 00:17:23,980 --> 00:17:28,910 this together, how does this help our customers do great 290 00:17:29,000 --> 00:17:35,340 customer experiences? Thanks Randy. It is at the end of 291 00:17:35,340 --> 00:17:39,300 the day about providing a great support and service to 292 00:17:39,300 --> 00:17:43,440 customers. But sometimes we think about the contact center, the 293 00:17:43,440 --> 00:17:48,330 front office, as being that first line of defense. But 294 00:17:49,250 --> 00:17:52,100 it takes a whole company to support and service customers. 295 00:17:52,640 --> 00:17:55,410 It's a real team effort across the company that provides 296 00:17:55,500 --> 00:17:59,130 a great customer experience at the end of the day, because the contact center 297 00:17:59,130 --> 00:18:05,440 is there to assist and help customers, but they're only 298 00:18:05,440 --> 00:18:08,200 as good as the rest of the organization. So what 299 00:18:08,200 --> 00:18:12,540 we see is when you empower your employees across the 300 00:18:12,540 --> 00:18:18,910 whole organization, they can then focus on the customer. So 301 00:18:18,910 --> 00:18:21,740 if we're giving the right amount of flexibility, the right 302 00:18:21,740 --> 00:18:25,410 amount of power and tools to allow that collaboration between 303 00:18:25,410 --> 00:18:28,830 the front office and the back office, that's just going to 304 00:18:28,830 --> 00:18:33,170 be a good outcome. So lower friction, lower frustration across 305 00:18:33,170 --> 00:18:36,810 that enterprise, at the end of the day it's about 306 00:18:36,810 --> 00:18:38,840 helping customers then and there and helping them in real 307 00:18:38,840 --> 00:18:42,990 time. So connect the front office with the back office, 308 00:18:43,280 --> 00:18:48,460 create some great collaboration, and with the focus in helping 309 00:18:48,460 --> 00:18:53,420 customers then and there. So the key ingredient's is it's a great CX 310 00:18:53,470 --> 00:18:58,609 through great collaboration. Okay. Neil, do you have any comments on 311 00:18:58,609 --> 00:19:01,440 that? On customer experience and how Zoom's going to affect that? 312 00:19:04,390 --> 00:19:09,609 You're on mute. You would think working for Zoom, I'd 313 00:19:09,609 --> 00:19:14,859 be so much better at that. Yeah. So at the 314 00:19:14,859 --> 00:19:17,670 end of the day it really is, it's eliminating all 315 00:19:17,670 --> 00:19:21,600 of the friction in the communication process. So when you 316 00:19:21,600 --> 00:19:24,690 eliminate the friction, then people are going to be more 317 00:19:24,690 --> 00:19:28,940 willing to engage, be more open in that engagement, and 318 00:19:29,160 --> 00:19:32,220 have a better satisfaction of that tool and the interaction 319 00:19:33,010 --> 00:19:37,050 between the customer and whoever's servicing the customer. All right. 320 00:19:38,570 --> 00:19:42,140 All right. So we're going to double down on this 321 00:19:42,640 --> 00:19:45,990 customer experience and collaboration topic. Let's explore that in a 322 00:19:45,990 --> 00:19:51,430 little bit more depth. Jeff, talk from this slide. We've 323 00:19:51,430 --> 00:19:54,300 got a lot more topics to delve into here. Sure. 324 00:19:54,560 --> 00:19:58,470 So let's bring that CX to life and that collaboration 325 00:19:58,470 --> 00:20:01,400 across the organization. How are we going to do that 326 00:20:01,890 --> 00:20:04,630 with what we're talking about today between Zoom and Genesys? 327 00:20:06,600 --> 00:20:12,109 It's really providing a simplified, unified, and more, I guess, 328 00:20:12,109 --> 00:20:16,210 integrated experience where you can focus on the outcome that 329 00:20:16,210 --> 00:20:19,790 you're trying to create, rather than what tools I have 330 00:20:19,790 --> 00:20:22,470 to use and what I have to tab through, or 331 00:20:22,470 --> 00:20:25,630 which applications I've got to go find to achieve as 332 00:20:25,630 --> 00:20:28,050 an outcome. And the way we're doing this with the 333 00:20:28,050 --> 00:20:31,780 integration that we've done between Zoom and Genesys, is a 334 00:20:31,780 --> 00:20:36,500 unified directory. And what this means is, as a Genesys 335 00:20:36,500 --> 00:20:40,950 Cloud user in the front office, they will now be 336 00:20:40,950 --> 00:20:43,280 able to see the whole enterprise, whoever it might be 337 00:20:43,280 --> 00:20:47,190 in the contact center, but also now across everyone that's 338 00:20:47,190 --> 00:20:51,180 using Zoom phone across the organization. So that means complete 339 00:20:51,180 --> 00:20:55,160 visibility of everyone in the enterprise. And then on top 340 00:20:55,160 --> 00:20:58,460 of that, we add presence. So knowing who in the 341 00:20:58,460 --> 00:21:01,480 enterprise is available to help then and there. When I've got 342 00:21:01,560 --> 00:21:04,500 the customer on the line, I need assistance. I want 343 00:21:04,500 --> 00:21:06,790 to be able to talk to a subject matter expert, or at 344 00:21:06,790 --> 00:21:10,460 least somehow try and get to the right person with 345 00:21:10,460 --> 00:21:13,840 the right information to assist me to assist the customer, 346 00:21:14,100 --> 00:21:18,310 or even bring that subject matter expert into the conversation 347 00:21:18,310 --> 00:21:21,990 with the customer. So through being able to see and 348 00:21:21,990 --> 00:21:27,530 search across the enterprise from all the Zoom phone users 349 00:21:27,530 --> 00:21:30,290 as well as Genesys Cloud users, by knowing when and 350 00:21:30,290 --> 00:21:33,840 where that they're available to help me then at that 351 00:21:33,840 --> 00:21:36,869 point in time. At the same time, when we're doing 352 00:21:36,869 --> 00:21:41,869 all those interactions and call transfers, it's on net. So 353 00:21:41,869 --> 00:21:47,369 that means we've integrated Zoom phone with Genesys Cloud, with 354 00:21:47,420 --> 00:21:51,670 secure connections, which provides complete on net callings. That means 355 00:21:51,670 --> 00:21:54,450 you don't have to go off onto the PSTN and 356 00:21:54,450 --> 00:21:58,310 also incur extra charges, because you're one enterprise. You should 357 00:21:58,359 --> 00:22:01,980 be able to have one logical network with one logical 358 00:22:02,100 --> 00:22:06,160 ability to be able to transfer calls across systems seamlessly. 359 00:22:06,619 --> 00:22:11,740 Again, removing that friction, as we've started talking about. On 360 00:22:11,740 --> 00:22:14,609 top of that, in today's world, you need to be able 361 00:22:14,609 --> 00:22:19,480 to do it from anywhere globally, and this is more 362 00:22:19,480 --> 00:22:23,930 important than ever. And in this global world today, being 363 00:22:23,930 --> 00:22:28,470 able to work from anywhere, collaborate from anywhere in a 364 00:22:28,470 --> 00:22:34,790 seamless experience, is key. And Genesys and Zoom are global 365 00:22:34,790 --> 00:22:38,160 solutions, which we'll talk about in a moment. But we've 366 00:22:38,160 --> 00:22:41,930 gone back to... The big shift that we've seen is that 367 00:22:41,930 --> 00:22:47,000 video first experience as well. And leveraging and taking advantage 368 00:22:47,000 --> 00:22:52,619 of Zoom's incredible video first communications platform, we're also able 369 00:22:52,619 --> 00:22:58,340 to bring Zoom's video screen sharing and recording as well. 370 00:22:58,760 --> 00:23:02,270 So you'll be able to then, again, bring that collaboration 371 00:23:02,450 --> 00:23:07,010 using Zoom's features around screen sharing and recording. And it 372 00:23:07,010 --> 00:23:10,010 goes without saying that this all runs within a secure 373 00:23:10,010 --> 00:23:14,109 environment. So that's a little bit of a, I guess, 374 00:23:14,109 --> 00:23:17,260 insight, Randy there, but when you bring these pieces together, 375 00:23:17,720 --> 00:23:23,200 it's again, taking that friction out and letting our people, 376 00:23:23,200 --> 00:23:27,560 our employees in that organization, collaborate, but more importantly, focus 377 00:23:27,560 --> 00:23:30,980 on the problem at hand or the service that needs 378 00:23:30,980 --> 00:23:33,619 to be addressed, rather than the tools or the technology. 379 00:23:35,800 --> 00:23:40,630 Okay. So how is the availability looking like on this? 380 00:23:41,450 --> 00:23:45,270 Yeah. So actually, not a lot of people know this, 381 00:23:45,270 --> 00:23:49,460 I'm going to let everyone know. But Genesys Cloud and 382 00:23:49,460 --> 00:23:53,250 Zoom Phone has actually... We've had integration with our on 383 00:23:53,250 --> 00:23:56,100 net calling especially, for actually a number of months now 384 00:23:56,100 --> 00:24:00,900 since last year. We've built that telephony sip connection. We've 385 00:24:00,900 --> 00:24:02,760 actually got a few customers using it today, which we'll 386 00:24:02,760 --> 00:24:07,080 talk about in a little while. But really true Collective 387 00:24:07,920 --> 00:24:12,100 cloud APIs, this is kind of the next natural step and 388 00:24:12,430 --> 00:24:15,820 the new release that we're talking about today with these 389 00:24:15,820 --> 00:24:19,730 capabilities like unified directory, and presence, and the likes will 390 00:24:19,730 --> 00:24:23,359 be available next month in July. So we're super excited 391 00:24:23,359 --> 00:24:26,990 to see how we can bring our customers together to 392 00:24:26,990 --> 00:24:31,560 collaborate better and to provide great customer experience. Great. Thank 393 00:24:31,560 --> 00:24:36,560 you. All right. So we've mentioned Global multiple times. Maybe 394 00:24:36,609 --> 00:24:39,740 we should have started with this, but it was actually 395 00:24:39,740 --> 00:24:44,619 a huge challenge for our Genesys Cloud customers that are 396 00:24:45,340 --> 00:24:48,700 global, is that there's so many different ways of doing 397 00:24:48,700 --> 00:24:53,420 phone termination in so many different countries. We have a 398 00:24:53,420 --> 00:24:59,680 rock solid network of AWS regions that were operating on 399 00:25:00,119 --> 00:25:03,540 Genesys cloud in. And whenever you're on net, everything is 400 00:25:05,020 --> 00:25:08,780 just straight data. So this is what it looks like. 401 00:25:08,840 --> 00:25:11,140 Jeff, can you go into a little bit more detail about that 402 00:25:11,140 --> 00:25:14,800 platform? Yeah sure, thanks Randy. Look, Genesys cloud is a 403 00:25:14,800 --> 00:25:19,230 Global cloud platform, just like Zoom and Zoom Phone, our 404 00:25:19,230 --> 00:25:24,730 Global platform, our Global Pops which I'll go through in 405 00:25:24,730 --> 00:25:29,330 a moment, all operate and inter operate with Zoom and 406 00:25:29,330 --> 00:25:32,980 Zoom Phone's Global Pops. Actually, this is actually going to 407 00:25:32,980 --> 00:25:36,970 be all configurable by the customer or at the time 408 00:25:36,970 --> 00:25:39,950 it's set up where you can actually choose which Genesys 409 00:25:40,390 --> 00:25:42,359 cloud region you want to operate. But at the same 410 00:25:42,359 --> 00:25:45,990 time, you can also choose which Zoom Phone region you'll 411 00:25:45,990 --> 00:25:47,560 be able to operate with as well. So you'll have 412 00:25:47,560 --> 00:25:51,850 full control over which regions due to local regulatory requirements 413 00:25:52,190 --> 00:25:56,369 at the time of the implementation. But at a global 414 00:25:56,369 --> 00:25:59,180 region, we have nine regions. We have two in the 415 00:25:59,180 --> 00:26:03,810 US, US East and US West. We've got Canada, Ireland, 416 00:26:04,410 --> 00:26:10,030 the UK and Frankfurt in Germany and originally South Korea. 417 00:26:10,190 --> 00:26:13,119 And we've also got Japan and Australia. But on top 418 00:26:13,119 --> 00:26:15,500 of that, it's not just about that footprint. It's also 419 00:26:15,500 --> 00:26:19,450 about language support. We support 18 languages through our user 420 00:26:19,450 --> 00:26:21,920 interface, and we even have a whole lot more than 421 00:26:21,920 --> 00:26:24,560 those 18 languages for our I- V- R and voice 422 00:26:24,560 --> 00:26:29,070 services as well, because it's really, we, we now live 423 00:26:29,070 --> 00:26:34,140 in a global community and more, I guess more importantly, 424 00:26:34,140 --> 00:26:37,730 we live in a growing virtual, global community as well. 425 00:26:38,970 --> 00:26:42,820 It's important to know that you can operate virtually anywhere and 426 00:26:42,869 --> 00:26:47,430 globally. And, we support thousands of customers today, actually I've 427 00:26:47,530 --> 00:26:51,619 across 60 countries, Pang Southern the, the largest contact centers. 428 00:26:52,140 --> 00:26:54,540 we even have some contact centers that were powering over 429 00:26:54,540 --> 00:26:58,650 25,000 agents in that context center. So, this is scale 430 00:26:59,030 --> 00:27:01,970 on a, on a global level, but really excited that 431 00:27:02,000 --> 00:27:05,630 we're bringing this global platform global network. That's powering all 432 00:27:05,630 --> 00:27:08,830 these interactions for our customers. And now we're going to 433 00:27:08,830 --> 00:27:11,730 extend that with this great VR first experience powered by 434 00:27:11,730 --> 00:27:15,750 Zoom. So Neil, maybe you can tell us about, the zoom 435 00:27:15,750 --> 00:27:21,960 phone, global story. All right. Yeah. That Zoom Global picture. 436 00:27:22,480 --> 00:27:28,410 Yeah. We have a pretty extensive global footprint. We currently 437 00:27:28,410 --> 00:27:32,510 have data centers in 18 countries around the world. These 438 00:27:32,510 --> 00:27:35,670 are all active, active, fully redundant data centers. So one 439 00:27:35,670 --> 00:27:39,150 outage in a specific region, doesn't take down our customer 440 00:27:39,150 --> 00:27:42,270 base by any stretch of the meetings. And these are 441 00:27:42,270 --> 00:27:46,640 man by zoom employees. So these are, we, we have 442 00:27:46,640 --> 00:27:49,390 a mix of running our own data centers, which is 443 00:27:49,390 --> 00:27:51,780 what I'm showing here. Then we also take advantage of 444 00:27:51,780 --> 00:27:55,640 a lot of public cloud services from AWS, Google, Microsoft, 445 00:27:55,640 --> 00:27:57,830 Azure, etc. So we want to make sure that we 446 00:27:57,830 --> 00:28:00,380 have a fully redundant and that we're using the best 447 00:28:00,380 --> 00:28:03,859 technology available to provide the highest quality of service for 448 00:28:03,859 --> 00:28:07,119 our customers. From a zoom phone perspective, when it comes 449 00:28:07,119 --> 00:28:12,300 to PSTN access today, we have native PSTN support in 450 00:28:12,330 --> 00:28:15,780 18 different countries. You can visit our website for our list 451 00:28:15,780 --> 00:28:18,490 of all of those countries. We have an additional 25 452 00:28:18,490 --> 00:28:20,810 countries where we can provide PST and access and phone 453 00:28:20,810 --> 00:28:23,800 numbers currently in beta. And we expect those to come 454 00:28:23,800 --> 00:28:26,200 out of beta the summer, which will give us about 455 00:28:26,210 --> 00:28:30,740 47 countries where we can provide a full, complete PSTN 456 00:28:31,060 --> 00:28:37,090 PBX replacement. We are also offering, BYOC bring your own 457 00:28:37,090 --> 00:28:40,310 carrier. So if you have a requirement outside of the 458 00:28:40,330 --> 00:28:44,840 47 countries that we're in today, then you can bring 459 00:28:44,840 --> 00:28:47,860 the sip trunk from that, from that local service provider, 460 00:28:47,860 --> 00:28:50,550 right into the zoom cloud, and then light up the 461 00:28:50,550 --> 00:28:53,410 surface that way. So we're, we're very, very flexible. And 462 00:28:53,420 --> 00:28:57,370 of course our goal is to provide complete global coverage 463 00:28:58,200 --> 00:29:01,180 everywhere. And so we're, we're marching really fast to make 464 00:29:01,180 --> 00:29:08,330 sure that that happens. Okay. All right. So I know 465 00:29:08,330 --> 00:29:11,440 that Neil, you wanted to take a moment to just 466 00:29:11,440 --> 00:29:15,510 talk about security. Yeah. Security as a topic that comes 467 00:29:15,510 --> 00:29:19,550 up every day at Zoom, it is incredibly important to 468 00:29:19,550 --> 00:29:23,440 us with so many people relying on us and, and 469 00:29:23,440 --> 00:29:27,120 business to continue working as well as in their personal 470 00:29:27,120 --> 00:29:29,700 lives, taking that yoga class, like in that music lesson, 471 00:29:30,040 --> 00:29:32,390 having those happy hours that we want to make sure 472 00:29:32,390 --> 00:29:37,580 that your information is completely protected. So we recently migrated 473 00:29:37,580 --> 00:29:42,270 in Twitter, 56 bit AGC or a yeah. GCM encryption, 474 00:29:43,290 --> 00:29:47,450 apologize for butchering the acronym. And we also make sure 475 00:29:47,450 --> 00:29:49,640 every zoom phone call is encrypted as well. So we 476 00:29:49,640 --> 00:29:57,130 use SFTP encryption, we used 256 BAS authentic TLS authentication. 477 00:29:57,130 --> 00:30:00,210 So everything is secured and don't just take our word 478 00:30:00,210 --> 00:30:02,600 for it. We also have certifications by some of the 479 00:30:02,600 --> 00:30:07,550 top security and privacy groups in the world. So we 480 00:30:07,550 --> 00:30:11,360 are GDPR. We it's all been verified through Trust Arc. 481 00:30:11,860 --> 00:30:16,320 We have in the United States, we are FedRAMP moderate 482 00:30:16,320 --> 00:30:19,040 for the entire platform. So for zoom meetings and now 483 00:30:19,040 --> 00:30:24,060 zoom phone, which means that the, the department where the 484 00:30:24,060 --> 00:30:29,990 federal agencies like DISA etc, can use us in there. 485 00:30:29,990 --> 00:30:33,680 So if we've been vetted and, and, and authorized by 486 00:30:33,680 --> 00:30:36,700 the federal government, you can be assured that the platform 487 00:30:36,710 --> 00:30:40,040 is secure. We also, in the newest version of our 488 00:30:40,040 --> 00:30:44,360 application in zoom 5.0, we allow you to opt in 489 00:30:44,360 --> 00:30:47,930 and opt out of specific geo. So that, we do 490 00:30:47,930 --> 00:30:51,120 automatic geo based routing of all of our calls and 491 00:30:51,120 --> 00:30:54,810 all of our meetings. And if you are in a 492 00:30:54,810 --> 00:30:57,970 meeting and you want to make sure that those calls 493 00:30:57,970 --> 00:31:00,190 don't, for some reason, get routed outside of the country, 494 00:31:00,190 --> 00:31:03,920 that you're currently in, you can actually choose, the user 495 00:31:03,920 --> 00:31:06,820 can choose. The admin can choose which data centers are 496 00:31:06,820 --> 00:31:09,450 routed through which geos they route through, or they want 497 00:31:09,450 --> 00:31:12,390 to opt out of. So not only are we providing 498 00:31:12,390 --> 00:31:15,880 all these great security on top, that we are allowing 499 00:31:15,880 --> 00:31:18,310 users to choose which data centers they route through, which 500 00:31:18,310 --> 00:31:21,990 is something none of our competitors do. So we're really 501 00:31:21,990 --> 00:31:24,220 taking it to the next level. It's, it's very important. 502 00:31:24,500 --> 00:31:27,560 And I don't even know what to say is just, 503 00:31:28,250 --> 00:31:30,030 I think it speaks for itself, but if there are 504 00:31:30,030 --> 00:31:32,970 questions, of course, reach out to us. We have a 505 00:31:32,970 --> 00:31:34,920 whole bunch of landing pages on the zoom website that 506 00:31:34,920 --> 00:31:37,750 goes into more depth on this, and you would ever 507 00:31:37,750 --> 00:31:43,250 want to go into, Yeah, we have a full set, 508 00:31:43,300 --> 00:31:45,720 a full set of acronyms on our site too. So 509 00:31:46,050 --> 00:31:50,210 yeah, Yeah. We love our acronyms. It's an ongoing effort. Security. It never stops 510 00:31:50,430 --> 00:31:53,210 it's you have to always be working on that. Okay. 511 00:31:53,210 --> 00:31:58,570 Let's look at, we mentioned that we have some, we 512 00:31:58,570 --> 00:32:01,620 want to talk a little bit about this. Yeah. No, 513 00:32:01,620 --> 00:32:09,160 thanks Randy. We've had some customers already using that integration 514 00:32:09,160 --> 00:32:11,860 that I mentioned, that we've had available now for a 515 00:32:11,860 --> 00:32:15,520 few months. I'd like to maybe just walk through some 516 00:32:15,520 --> 00:32:20,510 of those. Our telephone integration has been in place between 517 00:32:20,510 --> 00:32:24,210 Genesys Cloud and Zoom Phone. Actually, if you go to Zoom 518 00:32:24,210 --> 00:32:28,080 Phone today, you can actually click and see Genesys Cloud 519 00:32:29,130 --> 00:32:34,570 and connect to that as a telephone integration. That's available 520 00:32:34,570 --> 00:32:39,730 today and Sentinel benefits and the financial group. They've actually 521 00:32:39,730 --> 00:32:42,530 been using it for a number of months and they've seen the 522 00:32:42,530 --> 00:32:46,640 real benefits of really connecting that front office with the 523 00:32:46,640 --> 00:32:49,850 back office. Really connecting the contact center with the rest 524 00:32:49,850 --> 00:32:53,610 of their organization. Remember, it's all about the whole company 525 00:32:53,760 --> 00:32:57,690 that needs to help customers. They've really seen those benefits 526 00:32:57,710 --> 00:33:00,920 of being able to have that on their calling, the 527 00:33:00,920 --> 00:33:03,010 ability to be able to transfer calls back and forth 528 00:33:04,620 --> 00:33:09,080 securely, quickly, and easily between Genesys Cloud and Zoom Phone. 529 00:33:10,570 --> 00:33:12,240 They can see that they're going to be able to 530 00:33:12,240 --> 00:33:16,570 resolve things faster, quicker, and just provide a better customer 531 00:33:17,000 --> 00:33:22,850 experience. We've also got Company Nurse. They've been an existing 532 00:33:23,150 --> 00:33:27,010 Genesys Cloud customer for some time and also a Zoom 533 00:33:27,010 --> 00:33:32,390 customer. Now, they've called out and identified what they see 534 00:33:32,390 --> 00:33:36,710 is the advantages where if they can bring that video 535 00:33:36,710 --> 00:33:40,330 first experience through video meetings and add that to the 536 00:33:40,330 --> 00:33:45,570 communications, they'll be able to collaborate better together and really 537 00:33:45,570 --> 00:33:50,010 help their employees help them with their customers at that 538 00:33:50,010 --> 00:33:55,580 time of need. Because really, they're doing triage at that 539 00:33:55,580 --> 00:33:58,510 moment of truth that we talked about before, where people 540 00:33:58,510 --> 00:34:00,960 really need to help them. By adding video, that video 541 00:34:00,960 --> 00:34:03,490 experience is going to make it a whole lot better 542 00:34:03,490 --> 00:34:06,070 for what they do, which is pretty important for a 543 00:34:06,070 --> 00:34:10,390 lot of companies. Look, we're really excited to see how 544 00:34:10,670 --> 00:34:17,410 customers are starting to use capabilities between Genesys Cloud and 545 00:34:17,410 --> 00:34:21,590 Zoom and Zoom Phone, but I'm even more excited by 546 00:34:21,590 --> 00:34:23,750 what the new capabilities that we're going to be able 547 00:34:23,750 --> 00:34:27,300 to deliver and we're just getting started on this journey. 548 00:34:28,460 --> 00:34:35,110 Perfect. Okay. We've talked about friction. We've talked about usability. 549 00:34:35,270 --> 00:34:37,880 Let's take a look at what does this look like? 550 00:34:39,130 --> 00:34:42,080 Jeff, do you want to take us through a demo 551 00:34:42,080 --> 00:34:45,900 here? Yeah. I sure will. Let me just take control here. 552 00:34:47,280 --> 00:34:50,739 Okay. Let me just set this up before we get 553 00:34:51,000 --> 00:34:56,830 started. In this walkthrough of the demo, we have a 554 00:34:56,830 --> 00:35:01,300 customer that is utilizing Genesys Cloud and Zoom Phone for 555 00:35:01,300 --> 00:35:04,719 their cloud PBX. We're going to walk through that experience 556 00:35:04,719 --> 00:35:13,460 very quickly. Okay. Control. There we go. Okay. Here we go. 557 00:35:13,460 --> 00:35:18,850 All right. We've got an organization called G Bank and 558 00:35:18,850 --> 00:35:21,760 I'd like you to meet Trey. He's working in the 559 00:35:21,760 --> 00:35:24,890 front office and they're using Genesys Cloud for their front 560 00:35:24,890 --> 00:35:27,530 office here and how are they're going to interact with customers. But as 561 00:35:27,530 --> 00:35:31,750 I mentioned, G Bank uses Zoom Phone as their enterprise 562 00:35:31,750 --> 00:35:36,670 cloud communications system. That front office, that back office, it's 563 00:35:36,670 --> 00:35:39,050 about how we bring them together. We're going to explore 564 00:35:39,570 --> 00:35:44,570 that story here. Okay. First of all, this is the 565 00:35:44,719 --> 00:35:49,710 Genesys Cloud desktop and Trey is one of our customer 566 00:35:49,770 --> 00:35:54,690 service representatives. He's logging into the G Bank queue. You can 567 00:35:54,690 --> 00:35:56,489 see he's going to go on queue there and he 568 00:35:56,489 --> 00:35:59,180 clicks on queue and he can start receiving incoming calls 569 00:35:59,180 --> 00:36:04,170 from customers. As you'd be very surprised, he has a call 570 00:36:04,170 --> 00:36:08,830 that comes in and Lindsay, who's a customer of G 571 00:36:08,830 --> 00:36:13,670 Bank, she rings up. She's wanting more information about a 572 00:36:13,670 --> 00:36:15,420 mortgage on a new vacation home. Trey answers that call. 573 00:36:17,510 --> 00:36:29,150 Okay. Trey is now talking to Lindsay and he's learning 574 00:36:29,150 --> 00:36:34,010 more about what Lindsay wants and actually doesn't have all 575 00:36:34,010 --> 00:36:38,070 the answers to Lindsay's questions. He needs to find someone 576 00:36:38,070 --> 00:36:42,850 in the mortgage department to help Lindsay. Again, he needs 577 00:36:42,980 --> 00:36:45,320 a subject matter expert in the back office, in the 578 00:36:45,320 --> 00:36:49,370 enterprise, to help solve that customer request then and there, 579 00:36:49,370 --> 00:36:54,570 that moment of truth. He asked Lindsay to hold while 580 00:36:54,560 --> 00:36:58,219 he goes to find someone that can help with all 581 00:36:58,219 --> 00:37:05,410 the answers. What Trey does, you can see here, he 582 00:37:05,730 --> 00:37:09,370 looks to do a transfer and he types in'mortgage department,' 583 00:37:09,430 --> 00:37:11,930 which you can see on the screen here. You can 584 00:37:11,930 --> 00:37:16,040 see now by him typing in'mortgage department,' he's brought up 585 00:37:16,080 --> 00:37:19,270 who's available in the mortgage department. We have Chris here 586 00:37:19,270 --> 00:37:22,770 and you can see the little Zoom Phone icon there. 587 00:37:23,980 --> 00:37:27,219 Chris is a Zoom Phone user. This is a real 588 00:37:27,219 --> 00:37:31,620 time presence. Chris is in the mortgage department through that 589 00:37:31,620 --> 00:37:39,700 unified directory we were talking about and importantly, it's green 590 00:37:39,840 --> 00:37:44,219 with our presence showing Chris is available, even though he's 591 00:37:44,219 --> 00:37:50,510 on Zoom Phone. What Chris does is keeps the call 592 00:37:50,510 --> 00:37:57,480 going and places a call to Chris, through his agent 593 00:37:57,480 --> 00:38:01,930 desktop, through Genesys Cloud. Chris, who's on Zoom Phone, through 594 00:38:01,930 --> 00:38:08,950 that unified experience, Chris's phone, Zoom Phone desktop starts ringing. 595 00:38:09,150 --> 00:38:12,860 He can see it's actually from the contact center within 596 00:38:12,860 --> 00:38:18,000 G Bank. He gets that call, knows it's from the 597 00:38:18,000 --> 00:38:22,840 contact center, and starts to speak to Chris about the 598 00:38:23,300 --> 00:38:28,210 query. He mentions that he's got Lindsay on the line, 599 00:38:28,210 --> 00:38:31,600 who's got some questions about this mortgage. What he's going 600 00:38:31,600 --> 00:38:37,670 to do is, he basically... Whoops, sorry. Too many steps. 601 00:38:37,670 --> 00:38:40,590 He basically says, " Chris, can you take the call with 602 00:38:40,590 --> 00:38:44,430 Lindsay?" Chris is very happy to speak to Lindsay and 603 00:38:44,430 --> 00:38:48,190 help her with her mortgage questions. He transfers the call 604 00:38:48,980 --> 00:38:52,670 over to Chris and gets on with helping other customers. 605 00:38:54,989 --> 00:38:57,820 The outcome here was that Trey didn't have to worry 606 00:38:57,820 --> 00:39:02,520 about using another interface, one desktop application, and more importantly, 607 00:39:02,520 --> 00:39:09,160 could collaborate and provide that, what we call 'warm transfer,' 608 00:39:09,440 --> 00:39:12,180 where he could actually speak to Chris, make sure he's 609 00:39:12,180 --> 00:39:15,810 available, make sure more importantly that he's able to help 610 00:39:15,810 --> 00:39:18,420 Lindsay then and there and then connect her to, and 611 00:39:18,420 --> 00:39:20,739 then drop off the call. That's providing that end-to- end 612 00:39:20,739 --> 00:39:24,270 experience between that front office and that back office, collaborating 613 00:39:24,270 --> 00:39:27,620 together without having to worry about what application I'm using 614 00:39:27,620 --> 00:39:35,170 as a native experience. Let's go to the second demo 615 00:39:35,170 --> 00:39:39,230 here. This time we've got I guess, G Bank is 616 00:39:39,710 --> 00:39:44,040 the example customer again. This time, they're using Genesys Cloud 617 00:39:44,660 --> 00:39:49,620 and they use Zoom Meetings for collaboration. We'll take a 618 00:39:49,620 --> 00:39:54,780 slightly different way of this story. Okay. We've got Trey 619 00:39:54,780 --> 00:39:59,830 again. Now, Trey has his Zoom Meetings fully integrated into 620 00:39:59,830 --> 00:40:01,900 the Genesys Cloud desktop. So, you can see he's got 621 00:40:02,150 --> 00:40:08,440 a Zoom meetings platform net. So, he's already fully authenticated 622 00:40:08,500 --> 00:40:12,190 and secure into his Genesys Cloud desktop. So he doesn't 623 00:40:12,190 --> 00:40:15,260 have to think about where the best starting up Zoom 624 00:40:15,260 --> 00:40:19,480 meeting separately. It's already contained within his environment as that 625 00:40:19,480 --> 00:40:23,390 single experience, that unified single experience. So again, in this 626 00:40:23,390 --> 00:40:26,830 situation, he goes back on queue ready to take calls 627 00:40:27,410 --> 00:40:32,460 and yes, we've got Lindsey calling again, similar story. But 628 00:40:32,460 --> 00:40:36,780 in this case, Lindsey is looking for information say on 629 00:40:36,989 --> 00:40:42,690 Gbank's website about a mortgage. So, specific information in this 630 00:40:42,690 --> 00:40:45,780 case. So, what Trey does says, " Yeah, look, let me 631 00:40:46,030 --> 00:40:51,070 help you here." And so Trey puts Lindsey on hold 632 00:40:51,300 --> 00:40:53,910 and he's going to go in again, talk to someone 633 00:40:54,030 --> 00:40:56,640 in the back office that subject matter expert. Yes, you're 634 00:40:56,640 --> 00:40:58,400 probably right. It's going to be Chris again. But what 635 00:41:00,550 --> 00:41:03,270 he does this time, because in this situation, they're not 636 00:41:03,270 --> 00:41:07,610 running the Zoom Phone, but he can see through the 637 00:41:07,610 --> 00:41:11,170 directory here that Chris is available in this case, but 638 00:41:11,170 --> 00:41:14,760 more importantly, he's available and online and what he wants 639 00:41:14,760 --> 00:41:19,300 to do. He actually starts a chat session with Chris 640 00:41:19,489 --> 00:41:23,750 through Genesys Cloud. And through that chat session, he kind 641 00:41:23,750 --> 00:41:25,980 of, if we just click here, " Chris, are you available 642 00:41:25,980 --> 00:41:29,719 to have a quick chat? I need some help short 643 00:41:29,719 --> 00:41:33,570 let's jump on a zoom." So all Trey has to 644 00:41:33,570 --> 00:41:36,680 do from his desktop is click Zoom Meetings. Let's start 645 00:41:36,680 --> 00:41:40,290 a Zoom Meeting, what a great unified experience that is. 646 00:41:40,530 --> 00:41:45,460 So, he clicks the Zoom Meeting link there, and that 647 00:41:46,300 --> 00:41:48,870 creates a Zoom Meeting then and there in the Genesys 648 00:41:48,880 --> 00:41:55,700 Cloud desktop, like you can see here. So, Genesys Cloud 649 00:41:55,760 --> 00:41:59,950 and Zoom Meetings embedded in the single experience. I don't 650 00:42:00,070 --> 00:42:04,210 have to worry about different applications, it's one single unified 651 00:42:04,210 --> 00:42:08,239 tune. So again, Trey and Chris can focus on how 652 00:42:08,239 --> 00:42:12,780 they're going to help this customer. So, Chris quickly explains 653 00:42:12,780 --> 00:42:19,460 where through Zooms screen sharing and shows exactly where the 654 00:42:19,460 --> 00:42:22,810 information is on the Gbank website, so he can help 655 00:42:23,120 --> 00:42:27,570 Lindsey with this query. So, Chris has been able to help, 656 00:42:27,620 --> 00:42:29,950 they've been able to collaborate in real time, that real- 657 00:42:29,950 --> 00:42:33,530 time resolution that we spoke about before. And with that, 658 00:42:34,320 --> 00:42:37,050 Trey goes back to Lindsey to say, " Yeah, let me 659 00:42:37,050 --> 00:42:39,800 help you. It's on the website." But Lindsey says, in 660 00:42:39,800 --> 00:42:42,410 this case, " I'm actually not in front of my computer. 661 00:42:42,630 --> 00:42:48,070 Could you send me a link through an SMS so 662 00:42:48,070 --> 00:42:50,250 I can look at it on my phone later." So 663 00:42:50,250 --> 00:42:53,940 he says" Sure." So, Trey sends an SMS with that 664 00:42:53,940 --> 00:42:59,440 link, that URL to Lindsey on her phone. And Lindsey's 665 00:42:59,440 --> 00:43:02,870 got the information she needs. And again, that front office 666 00:43:02,870 --> 00:43:07,260 and that back office through communication and collaboration, not into 667 00:43:07,260 --> 00:43:10,489 worrying about the technology, but worrying about what the customer outcome 668 00:43:10,489 --> 00:43:15,040 is, helping resolve that. So that's a little bit of 669 00:43:17,660 --> 00:43:19,830 an example, a bit of a sneak peek there on 670 00:43:19,830 --> 00:43:23,860 how Genesys Cloud with Zoom Phone can provide that video 671 00:43:23,860 --> 00:43:27,960 first communication and collaboration experience. So again, across the whole 672 00:43:27,960 --> 00:43:32,830 enterprise or alternatively being able to use Zoom Meetings to 673 00:43:32,830 --> 00:43:35,230 spin up and drive into the, if a customer is 674 00:43:35,230 --> 00:43:38,250 using Zoom Meetings as a key part of the collaboration, 675 00:43:38,480 --> 00:43:41,020 we can integrate with Zoom Meetings as well and provide 676 00:43:41,020 --> 00:43:46,370 that single unified experience, that'd be Randy. All right. So 677 00:43:46,370 --> 00:43:48,850 as we can tell from the slide Q& A is 678 00:43:48,850 --> 00:43:52,870 coming up next. We've got, we're sure you guys have a lot of 679 00:43:52,870 --> 00:43:55,030 questions. I see the number is getting bigger under the 680 00:43:55,030 --> 00:43:58,560 Q& A tab here in Zoom. So to give you 681 00:43:58,560 --> 00:44:01,469 guys a little bit more time, if you have additional 682 00:44:01,469 --> 00:44:03,390 questions you want to write and to give us time 683 00:44:03,610 --> 00:44:05,780 to go look at the questions that are already there, 684 00:44:05,960 --> 00:44:09,270 let's do a poll. And so if Josh can put 685 00:44:09,270 --> 00:44:13,440 the poll up. Awesome. Okay. So you guys take a 686 00:44:13,440 --> 00:44:16,489 look at the poll, give us some more feedback on 687 00:44:16,489 --> 00:44:21,200 how you're using these different collaborations systems. And we're going 688 00:44:21,200 --> 00:44:25,969 to go look at the Q& A. And that's just 689 00:44:25,969 --> 00:44:29,250 as a friendly reminder to everybody as you're throwing questions 690 00:44:29,250 --> 00:44:32,480 into the Q& A window, we have about 15- ish 691 00:44:32,480 --> 00:44:36,080 minutes left on today's session. So don't fret if we 692 00:44:36,080 --> 00:44:38,440 don't make it to your question live, we will follow 693 00:44:38,440 --> 00:44:40,600 up with you via email within the next few business 694 00:44:40,600 --> 00:44:44,100 days. And as we're about to close out the poll 695 00:44:44,100 --> 00:44:46,730 here, just go ahead and remember to use the Q& 696 00:44:46,730 --> 00:44:48,820 A window and not the chat window, just so that 697 00:44:48,820 --> 00:45:16,110 we don't miss your questions moving forward. All right. Time 698 00:45:16,110 --> 00:45:19,910 goes so fast when you're on this side. It's And 699 00:45:24,290 --> 00:45:26,560 just let me know, Randy, when you want to see those results. 700 00:45:26,710 --> 00:45:30,570 Yeah. Tell me when you want to throw that. Yep. 701 00:45:30,570 --> 00:45:34,350 I'll go ahead and throw them up now. So you 702 00:45:34,350 --> 00:45:37,420 should see them on your screen. All right. Neil is 703 00:45:37,489 --> 00:45:41,969 smiling at this point. Yeah. And you've got some opportunities. 704 00:45:41,969 --> 00:45:46,330 Look at those other companies that are using... It's a big 705 00:45:46,330 --> 00:45:50,070 market. It's a big market. It is! It's room for 706 00:45:50,070 --> 00:45:59,540 everybody. Lots of solutions out there. Yep. All right. So, 707 00:45:59,540 --> 00:46:02,750 I got some good questions in here. I think some 708 00:46:02,750 --> 00:46:06,760 of these we have answered peripherally as we've been going 709 00:46:06,760 --> 00:46:08,960 through it so far, but I know the one question 710 00:46:09,360 --> 00:46:12,430 that we hear a lot is how do you get 711 00:46:12,450 --> 00:46:17,090 on board? So Jeff, basically a call us thing? Yeah, 712 00:46:17,130 --> 00:46:22,730 sure. Look, we're going to end with the Genesys. com/ 713 00:46:22,730 --> 00:46:27,650 Zoom link I know in a little while, but what 714 00:46:27,650 --> 00:46:29,440 I would be suggesting is go have a look at 715 00:46:29,440 --> 00:46:33,840 Genesys. com/ Zoom as a standpoint. And there's a start 716 00:46:33,840 --> 00:46:37,700 zooming button right there. And you can connect with us 717 00:46:37,700 --> 00:46:41,360 and we'll have someone speak to you real quickly. So, 718 00:46:42,239 --> 00:46:45,000 my advice is if you want to learn more, but 719 00:46:45,000 --> 00:46:48,180 also get started and you might be a Zoom customer 720 00:46:48,180 --> 00:46:53,040 and a Genesys customer already you can start and we'll 721 00:46:53,040 --> 00:46:55,420 get you, we'll start that conversation so you can get 722 00:46:55,420 --> 00:47:02,320 ready for next month. So Genesys.com/Zoom. Okay. So, Neil, you 723 00:47:02,320 --> 00:47:05,190 guys, if there're Zoom customer and they're interested in looking 724 00:47:05,190 --> 00:47:09,420 at Genesys Cloud, what should they do? Yeah. If you're 725 00:47:09,420 --> 00:47:12,670 an existing customer feel free to go to Genesys/ Zoom 726 00:47:12,670 --> 00:47:14,780 and reach out to them directly. They know how to 727 00:47:14,780 --> 00:47:16,410 get in touch with us and how to set it 728 00:47:16,410 --> 00:47:20,420 up or work with your existing account executive at Zoom. 729 00:47:20,640 --> 00:47:23,440 And they'll also bring in the appropriate people from the 730 00:47:23,440 --> 00:47:26,750 Zoom Phone team, as well as the Genesys team. So 731 00:47:26,750 --> 00:47:28,590 I think we want to eliminate as much friction as 732 00:47:28,590 --> 00:47:31,420 possible. If you're a customer of either one of the 733 00:47:31,420 --> 00:47:34,620 platforms already today, just reach out to your current account 734 00:47:34,620 --> 00:47:37,410 executive and we'll make sure that everything's routed and we 735 00:47:37,410 --> 00:47:41,910 get you taken care of as fast as possible. Okay. 736 00:47:41,969 --> 00:47:45,230 So, I see a recurring question in here about using 737 00:47:46,260 --> 00:47:51,520 Zoom to support between agents and customers. And I know 738 00:47:51,520 --> 00:47:54,140 this is one of the things that we've had lots 739 00:47:54,140 --> 00:47:59,370 and lots of conversations about internally. Jeff, take it away. 740 00:47:59,640 --> 00:48:03,300 That's a great question and a question that is a constant 741 00:48:03,670 --> 00:48:07,270 part of our conversation as you suggested. As you would 742 00:48:07,270 --> 00:48:10,350 have noticed from today's presentation, we've been talking very much 743 00:48:10,350 --> 00:48:14,239 around the collaboration between the front office and the back 744 00:48:14,239 --> 00:48:19,560 office. That is very much where we want to start 745 00:48:19,560 --> 00:48:24,400 with our Genesys Cloud and Zoom journey. But as part 746 00:48:24,400 --> 00:48:28,110 of that journey, we definitely see some key use cases 747 00:48:28,110 --> 00:48:32,969 for the ability to use video power through Zoom with 748 00:48:33,570 --> 00:48:37,770 customers directly. This is definitely on our roadmap, but in 749 00:48:37,770 --> 00:48:42,270 this, I guess, first drop that we're delivering next month. 750 00:48:42,550 --> 00:48:44,770 We're really focusing on bringing that front office and that 751 00:48:44,770 --> 00:48:48,500 back office together. Same time, we also want to get 752 00:48:48,500 --> 00:48:52,830 feedback from customers who are utilizing that new experience that 753 00:48:52,830 --> 00:48:56,250 we're delivering together and get some real world feedback. Because 754 00:48:56,620 --> 00:48:59,469 the same time we've also had a lot of feedback where 755 00:49:00,100 --> 00:49:05,450 providing video in a contact center sphere has historically been 756 00:49:05,450 --> 00:49:09,530 perceived with different thoughts and considerations because it is a 757 00:49:09,530 --> 00:49:13,040 visual experience. I think also the last few months, we've 758 00:49:13,040 --> 00:49:16,560 all learned that the video experience is such an important 759 00:49:16,560 --> 00:49:19,450 experience and at the same time, we've all learned how 760 00:49:19,450 --> 00:49:22,400 to drive video experiences. I can see this changing really 761 00:49:22,400 --> 00:49:27,230 rapidly in the market that providing customer video experiences into 762 00:49:27,230 --> 00:49:29,170 the contact center it's going to become a very key 763 00:49:29,170 --> 00:49:34,110 way of interacting and engaging and helping customers. The answer 764 00:49:34,480 --> 00:49:39,860 is not today, but in the near future. I think 765 00:49:39,860 --> 00:49:42,560 this is interesting. I mean, from a cloud culture, you 766 00:49:42,560 --> 00:49:46,700 want to get there with something that's useful as quickly as 767 00:49:46,700 --> 00:49:50,830 you can and then build from that. That's part of 768 00:49:50,830 --> 00:49:55,430 our approach with Genesys Cloud. This is fantastically useful, what 769 00:49:55,430 --> 00:50:00,150 we're going to be offering now. But we got room 770 00:50:00,150 --> 00:50:05,930 to grow. Oh, this is a first grade step, but 771 00:50:05,930 --> 00:50:10,110 we've got a very exciting roadmap that we're looking to develop but 772 00:50:10,200 --> 00:50:12,330 we want to make sure it's delivering the right outcomes 773 00:50:12,330 --> 00:50:22,210 for our customers. Neil, you want to throw in on that? I think just 774 00:50:22,210 --> 00:50:26,830 removing that friction is key to what we're doing. I 775 00:50:26,830 --> 00:50:28,840 didn't really have anything more to add. I thought Jeff 776 00:50:28,900 --> 00:50:36,140 covered it brilliantly. Okay. One of the things that we hear 777 00:50:36,140 --> 00:50:40,700 as a recurring question on the customer experience side, it's 778 00:50:41,430 --> 00:50:49,320 a lot of focus on efficiency and how long it 779 00:50:49,320 --> 00:50:53,060 takes to resolve issues. Do you think we're going to 780 00:50:53,060 --> 00:50:58,050 be seeing any time- savings or improved resolution rate through 781 00:50:58,070 --> 00:51:06,719 using these two fantastic cloud solutions together? Randy, I think 782 00:51:06,719 --> 00:51:10,770 that's been a key theme of today actually is you 783 00:51:10,770 --> 00:51:18,260 remove friction, you empower employees across the whole organization. And 784 00:51:18,260 --> 00:51:21,969 you let people focus on, I guess, the outcomes they're 785 00:51:21,969 --> 00:51:25,760 trying to deliver. That creates efficiencies in its own right. 786 00:51:26,040 --> 00:51:30,969 The ability to have that presence, that unified directory and 787 00:51:30,969 --> 00:51:33,690 the ability to be able to transfer calls back and 788 00:51:33,690 --> 00:51:38,580 forth, seamlessly between Zoom Phone and Genesys Cloud without having 789 00:51:38,580 --> 00:51:40,710 to worry about what number I have to dial or 790 00:51:40,710 --> 00:51:44,320 what extension its on. It's all being able to search 791 00:51:44,380 --> 00:51:49,430 point and click type experiences, natively in that desktop that 792 00:51:49,430 --> 00:52:00,060 has inherent efficiencies. So the answer is, yes. Great. I 793 00:52:00,060 --> 00:52:02,730 do see a question here. This is the last question 794 00:52:02,730 --> 00:52:06,239 and then we need to move on to winding this up 795 00:52:06,239 --> 00:52:11,170 is, what are customers doing for archiving and playback of 796 00:52:11,170 --> 00:52:15,100 the video- based interactions? Neil. How's that going? I mean 797 00:52:15,700 --> 00:52:18,280 other than the- Can you repeat that? You broke up, 798 00:52:18,280 --> 00:52:24,650 just for a second. Sorry. Randy, could you repeat the 799 00:52:24,650 --> 00:52:29,739 question? Oh, yeah. Sorry. I was talking and not listening. 800 00:52:32,010 --> 00:52:35,510 How does the solution work with recording? I mean, those 801 00:52:35,590 --> 00:52:37,380 of us that are our Zoom users we know that 802 00:52:38,010 --> 00:52:39,880 seems to be one of those things in the settings 803 00:52:39,880 --> 00:52:42,890 that you can turn on and off for everything. How's 804 00:52:42,890 --> 00:52:47,190 that going? If you are elevating into a Zoom Meeting, 805 00:52:47,560 --> 00:52:52,380 we support recording on Zoom Phone as well. There's a 806 00:52:52,380 --> 00:52:55,640 couple of different options, we support on- demand recording. It's 807 00:52:55,640 --> 00:52:58,060 up to the agent or the user to initiate that 808 00:52:58,060 --> 00:53:02,180 recording in a meeting or on the phone call. We 809 00:53:02,180 --> 00:53:05,610 also support full- time automatic recording. Then you also have 810 00:53:05,610 --> 00:53:08,960 a choice as to where those recordings are stored. If 811 00:53:08,960 --> 00:53:12,300 it's more ad hoc, less formal, you can have on- 812 00:53:12,300 --> 00:53:14,540 demand call recording and have it stored locally on the 813 00:53:14,540 --> 00:53:18,320 users PC or they can opt to have it stored 814 00:53:18,450 --> 00:53:23,270 in Zoom's Cloud. Then once it's been stored, then you 815 00:53:23,270 --> 00:53:26,550 have the ability to export it, archive it, set data 816 00:53:26,550 --> 00:53:30,190 retention policies around it. Then we also have the ability 817 00:53:30,190 --> 00:53:33,950 to transcribe every recording. If you don't want to go 818 00:53:33,950 --> 00:53:36,380 back and listen to a Zoom Phone call recording or 819 00:53:36,380 --> 00:53:40,180 a Zoom Meeting recording, we provide automatic transcription services for 820 00:53:40,180 --> 00:53:43,610 free, it's part of the plan. I want some of 821 00:53:43,610 --> 00:53:48,469 that. I'm going to start using that. All right. We 822 00:53:48,469 --> 00:53:54,469 getting close to the end here. Everybody in our market 823 00:53:54,469 --> 00:53:58,350 is obsessed with digital and AI right now, for customer 824 00:53:58,350 --> 00:54:01,989 experience and it's a worthwhile conversation. But we all have 825 00:54:01,989 --> 00:54:06,810 seen during the disruption that we've been going through this 826 00:54:06,810 --> 00:54:11,969 year, that every day, how voice is still important. Especially 827 00:54:12,280 --> 00:54:14,710 when you can escalate that to video and you can 828 00:54:14,710 --> 00:54:19,890 add screen- share and these other collaboration channels easily. It's 829 00:54:19,890 --> 00:54:23,930 the most reliable way to deal with complex issues. This 830 00:54:23,930 --> 00:54:27,630 year it's pushed a lot of limits. Voice is changing 831 00:54:27,880 --> 00:54:33,790 and it's changing probably forever. Voice with video and collaboration, 832 00:54:34,080 --> 00:54:39,239 to share views, is now becoming the standard. Zoom shows 833 00:54:39,239 --> 00:54:43,469 that the power of flexibility and video collaboration is clear. 834 00:54:43,580 --> 00:54:47,750 As two cloud companies, we are embracing the potential that 835 00:54:47,760 --> 00:54:52,210 API integration will let us create. Genesys is pleased to 836 00:54:52,210 --> 00:54:57,020 start now. We're bringing customers the flexibility of Zoom Phone 837 00:54:57,020 --> 00:55:01,330 today and yes, that's July. But as we showed, it's 838 00:55:01,330 --> 00:55:04,610 already being used by some customers and if you start 839 00:55:04,610 --> 00:55:07,380 poking around, you'll start seeing signs of it popping up 840 00:55:07,380 --> 00:55:13,800 all over the place. We're bringing customers onboard, we want 841 00:55:13,800 --> 00:55:17,330 to share this flexibility with you. We're excited about what's 842 00:55:17,330 --> 00:55:22,469 going to come next and Neil bring it home. All 843 00:55:22,469 --> 00:55:25,440 right. Well, I just wanted to thank everybody for joining 844 00:55:25,440 --> 00:55:30,600 today's webinar. Zoom is all about connecting people, just like 845 00:55:30,610 --> 00:55:33,430 Genesys is and we want to eliminate as much friction 846 00:55:33,430 --> 00:55:37,330 as possible in between all of those interactions. Working closely 847 00:55:37,330 --> 00:55:40,270 with Genesys, I think we're bringing the market, this summer, 848 00:55:40,270 --> 00:55:43,590 a best of breed solution to accommodate all of those 849 00:55:43,590 --> 00:55:47,340 interactions. I just want to thank Randy, thank Jeff, and 850 00:55:47,340 --> 00:55:49,410 the rest of the Genesys team for allowing us to 851 00:55:49,590 --> 00:55:53,930 be here today. All right. Thank you. Thank you both. 852 00:55:55,710 --> 00:56:00,390 Here's that URL. You guys have a great day. Josh, 853 00:56:01,870 --> 00:56:06,310 wind it up. Will do. Thanks everybody for attending today's 854 00:56:06,320 --> 00:56:09,330 webcast. As I mentioned before, if you missed anything throughout 855 00:56:09,330 --> 00:56:13,290 today's presentation, you accidentally joined late, that's okay. Stay tuned, 856 00:56:13,290 --> 00:56:15,610 within the next few business days, you will receive a 857 00:56:15,610 --> 00:56:17,770 link to the on- demand recording to view at your 858 00:56:17,770 --> 00:56:21,469 convenience. As everybody's already mentioned, and as you can see 859 00:56:21,469 --> 00:56:24,040 on your screen, make sure you check out genesis. com/ 860 00:56:24,040 --> 00:56:28,080 zoom for additional information. As always until next time, have 861 00:56:28,080 --> 00:56:28,820 a good one, everyone.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t7KLQAY"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys Webinar Bytes Genesys + Zoom: Seamless cloud communications for great customer experiences [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,150 Now a little bit about Genesys. We have been around 2 00:00:03,150 --> 00:00:06,910 a long time. We're really uniquely positioned in this industry because 3 00:00:07,710 --> 00:00:11,900 now, when it becomes uniquely valuable, is that we're really 4 00:00:11,900 --> 00:00:15,360 a company that believes in self disruption and we've led 5 00:00:15,360 --> 00:00:19,260 continuous change after continuous change. And today is actually going 6 00:00:19,260 --> 00:00:23,590 to be no different. We started before cloud even existed, 7 00:00:24,020 --> 00:00:27,560 but today we're a global cloud company and we're going 8 00:00:27,560 --> 00:00:31,050 to talk about what that means as well. We've pioneered omni- 9 00:00:31,050 --> 00:00:36,420 channel multi- channel customer engagement because customers keep changing and 10 00:00:36,420 --> 00:00:39,790 more importantly, they are changing how they want to engage. 11 00:00:40,230 --> 00:00:45,390 So today now we power our customer's experiences with AI 12 00:00:45,600 --> 00:00:50,100 fueled by data, across multiple sources, using an agile cloud 13 00:00:50,100 --> 00:00:54,340 culture. And Genesys is really creating the one of the 14 00:00:54,340 --> 00:00:58,100 most scalable cloud- based customer experience platforms in the industry. 15 00:00:58,750 --> 00:01:01,680 But at the end of the day, it's the moment 16 00:01:01,680 --> 00:01:05,610 of truth that really matters. And, it's when that customer connects 17 00:01:06,120 --> 00:01:10,770 and they need help and we help our customers with 18 00:01:10,850 --> 00:01:14,790 billions of different customer interactions every year and all about 19 00:01:14,790 --> 00:01:18,029 helping our customers connect with their customers at that moment 20 00:01:18,200 --> 00:01:23,260 of truth. And as a result of that, customers worldwide, 21 00:01:23,290 --> 00:01:26,719 large global brands trust us with helping them connect with 22 00:01:26,719 --> 00:01:30,710 their customers. So it's great to be here, Randy, thanks 23 00:01:30,710 --> 00:01:35,440 for the opportunity to talk about Genesys and what we're doing with Zoom. All 24 00:01:35,440 --> 00:01:38,250 right. Now we're going to pivot over and talk to 25 00:01:38,290 --> 00:01:41,670 Neil. Same question. Tell us about, in a bit about 26 00:01:41,700 --> 00:01:45,710 Zoom? Yeah. So thank you, Randy. It's great to be 27 00:01:45,710 --> 00:01:48,640 here. So my name is Neil Levonius and I'm a 28 00:01:48,640 --> 00:01:52,320 product marketing lead for Zoom phone, our cloud phone system. 29 00:01:53,460 --> 00:01:56,950 So, you probably know what Zoom is. I think a 30 00:01:56,950 --> 00:01:59,750 lot of people are using it now and really what 31 00:01:59,750 --> 00:02:02,200 our story is? What our vision is? Is that we 32 00:02:02,200 --> 00:02:06,080 are creating a platform that enables video communications to empower 33 00:02:06,080 --> 00:02:10,490 people, to accomplish anything they want to be and to 34 00:02:10,490 --> 00:02:13,510 be always connected. And so when you think about the 35 00:02:13,510 --> 00:02:17,600 way we communicate today, it's radically changed. We have over 36 00:02:17,620 --> 00:02:22,200 300 million daily active meeting participants using the Zoom platform 37 00:02:22,200 --> 00:02:25,640 every day, and they're not just using it for video. 38 00:02:25,840 --> 00:02:29,620 We created this platform that does video. It does chat, 39 00:02:29,670 --> 00:02:34,779 it does phone calls, it supports conference rooms, large webinars 40 00:02:34,779 --> 00:02:37,529 like we're doing right now and all of these different 41 00:02:37,529 --> 00:02:40,330 things. And the reason why this has come about is 42 00:02:40,330 --> 00:02:45,930 because people need flexibility. They're working from everywhere. They're working 43 00:02:45,930 --> 00:02:48,400 on all of these different devices and they want a 44 00:02:48,400 --> 00:02:52,390 consistent user experience across everything. So when I think about 45 00:02:52,390 --> 00:02:54,529 my 14 year old daughter, she's going to be a 46 00:02:54,529 --> 00:02:57,800 sophomore in high school this year. And if I give 47 00:02:57,800 --> 00:02:59,700 her a phone call. If I call her on the 48 00:02:59,700 --> 00:03:01,980 phone like this, it freaks her out. She doesn't know 49 00:03:01,980 --> 00:03:03,700 what that is. She's not going to put a phone 50 00:03:03,700 --> 00:03:06,910 up to her ear because that's so strange. But if 51 00:03:06,910 --> 00:03:09,910 I send her a text message, she responds right away. 52 00:03:09,910 --> 00:03:12,580 Cause she's very happy using text. And then if she 53 00:03:12,580 --> 00:03:14,370 wants to get ahold of me in real time, what 54 00:03:14,370 --> 00:03:17,850 does she do? She FaceTimes me. She sends Zoom because 55 00:03:17,969 --> 00:03:21,310 people are shifting, the culture is shifting to being very 56 00:03:21,310 --> 00:03:24,590 comfortable with video. Now that doesn't discount any of the 57 00:03:24,590 --> 00:03:28,040 other modalities, then that's why you need a platform that 58 00:03:28,040 --> 00:03:30,730 can support all of them. Voice is still very important. 59 00:03:30,760 --> 00:03:32,830 It ends up being the lowest common denominator and how 60 00:03:32,830 --> 00:03:35,830 we communicate because it's a ubiquitous platform that can be 61 00:03:35,830 --> 00:03:38,530 found everywhere, but then people are very comfortable with chat, 62 00:03:38,600 --> 00:03:41,670 SMS and then video, when you want to have that 63 00:03:41,670 --> 00:03:45,060 more personal touch. So that's what the Zoom platform has 64 00:03:45,060 --> 00:03:48,390 really been designed for. And then partnering with companies like 65 00:03:48,410 --> 00:03:52,510 Genesys to bring our capabilities together, to provide this really 66 00:03:52,510 --> 00:03:55,840 best of breed solution is very exciting. FCW Cloud Summit: Innovation in Government: Best Practices When Migrating to the Cloud [cutoff co_thick="2px"]Moving to the cloud is a key step of the modernization process to achieve the agency mission, while serving citizens. Government and industry speakers at the FCW Cloud Summit shared their insight on why the question is no longer whether government agencies should move to the cloud, recognizing that many agencies are already on that journey. This session shares how migrating the contact center into the cloud enables the agency to achieve efficiencies, scalability, and security with FedRAMP. Agencies can achieve quick wins and prepare themselves for emerging technologies, such as automation and AI, and new capabilities.[mktoform cta_header="Watch On-Demand" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t8sxQAA"] Meet the Speakers Tony Pearson Solutions Consultant Leader Federal Public Sector Genesys (Optional) Pre Header [this_page_title] (Optional) Sub Title Intro Here.[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.[mktoform cms_hold="RG"] Meet the Speakers Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company [this_page_title] [cutoff co_thick="2px"]For the government to properly serve its mission, agencies need engaged employees. Yet, the annual Federal Employee Viewpoint Survey shows that government employees often feel like don’t have the proper tools and resources they need to get their job done. The cloud can alleviate some of those issues. This OnDemand fireside chat with government and industry experts discusses how the cloud can boost employee engagement. Specifically, you'll learn: Why government employees feel like they don't have the proper tools and resources to get their jobs done. The biggest barriers, including, leadership buy-in, budget and security challenges that prevent governments from modernizing. How successful organizations have boosted employee engagement with the cloud. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z9QAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement"] Meet the Speakers David York Senior Vice President, US Public Sector, Genesys Ryan Hillard Systems Developer, Small Business Administration Webinar Bytes [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. In these webinar bytes, learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers David Totten CTO, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,060 Genesys and Microsoft have brought 2 00:00:02,060 --> 00:00:03,590 all this technology together to 3 00:00:03,590 --> 00:00:05,030 be able to allow and 4 00:00:05,030 --> 00:00:06,800 create what we believe are 5 00:00:06,800 --> 00:00:10,000 these important, empathetic moments, and 6 00:00:10,000 --> 00:00:11,630 that, when you have empathy, 7 00:00:12,050 --> 00:00:13,880 it leads to trust and 8 00:00:13,880 --> 00:00:16,040 it leads to loyalty. Because 9 00:00:16,040 --> 00:00:17,360 we all know, when you 10 00:00:17,360 --> 00:00:18,520 create a one- on- one 11 00:00:18,530 --> 00:00:20,140 relationship, and we all know 12 00:00:20,140 --> 00:00:21,150 this in our own daily 13 00:00:21,150 --> 00:00:24,540 lives. The more I know 14 00:00:24,540 --> 00:00:26,620 about you and the more I 15 00:00:26,620 --> 00:00:29,590 understand about your situation, and 16 00:00:29,990 --> 00:00:30,740 when I can have that 17 00:00:30,740 --> 00:00:33,650 empathetic connection, it really just 18 00:00:33,650 --> 00:00:35,070 leads to a better outcome. 19 00:00:36,120 --> 00:00:37,450 That's what we call experiences as 20 00:00:37,450 --> 00:00:41,770 a service. That's how personalization 21 00:00:42,620 --> 00:00:44,970 empathy, really driving that connection, 22 00:00:45,720 --> 00:00:48,000 creating that trust, creating loyalty 23 00:00:48,240 --> 00:00:50,220 will then ensure that that 24 00:00:50,220 --> 00:00:52,620 switching costs doesn't become an 25 00:00:52,620 --> 00:00:56,170 issue because that personalized experience 26 00:00:56,470 --> 00:01:00,010 is ensuring that loyalty. Yeah. 27 00:01:00,470 --> 00:01:02,190 Let me add to that quickly, Jeff. 28 00:01:02,690 --> 00:01:03,990 It's interesting because now, it 29 00:01:04,200 --> 00:01:05,790 used to be, if a 30 00:01:05,790 --> 00:01:08,010 customer felt like the company 31 00:01:08,010 --> 00:01:10,380 knew them, or remembered their 32 00:01:10,380 --> 00:01:12,150 information, or had their details, 33 00:01:12,150 --> 00:01:13,650 or had their preferences while 34 00:01:13,650 --> 00:01:15,030 coming in the door, that 35 00:01:15,030 --> 00:01:15,920 used to be almost a 36 00:01:15,920 --> 00:01:16,730 nice to have, or a 37 00:01:16,730 --> 00:01:18,110 great tab. That's a great 38 00:01:18,680 --> 00:01:19,780 experience to have. Now it's 39 00:01:19,780 --> 00:01:20,670 becoming a little bit more 40 00:01:20,670 --> 00:01:24,180 of an expectation. The power 41 00:01:24,180 --> 00:01:25,340 of the internet and how 42 00:01:25,340 --> 00:01:27,000 we engage with different services 43 00:01:27,000 --> 00:01:29,360 across the internet and mobile 44 00:01:29,560 --> 00:01:31,760 technologies now has created this 45 00:01:31,760 --> 00:01:34,680 expectation that companies we interact 46 00:01:34,680 --> 00:01:35,640 with, who we share data 47 00:01:35,640 --> 00:01:37,000 with, who we transact with, 48 00:01:37,310 --> 00:01:38,740 know who I am, what 49 00:01:38,740 --> 00:01:39,930 my preferences are and what 50 00:01:39,930 --> 00:01:40,680 I want to do when 51 00:01:40,680 --> 00:01:41,940 I come into their platform. 52 00:01:42,630 --> 00:01:45,180 It's not just necessarily experiences as 53 00:01:45,180 --> 00:01:46,280 a service. I always call 54 00:01:46,280 --> 00:01:48,150 it experience as an expectation 55 00:01:49,330 --> 00:01:52,170 that we want that personalized 56 00:01:52,170 --> 00:01:53,940 approach that anybody that we 57 00:01:53,940 --> 00:01:54,850 interact with, or that we 58 00:01:54,850 --> 00:01:56,610 have commerce with, really knows 59 00:01:56,610 --> 00:01:57,840 who we are, why I'm 60 00:01:57,840 --> 00:01:58,890 at their platform and what 61 00:01:58,890 --> 00:01:59,870 I want to do with 62 00:01:59,870 --> 00:02:05,370 them. Oh, 100% David. The 63 00:02:05,770 --> 00:02:10,510 research confirms this, that organizations 64 00:02:10,570 --> 00:02:14,370 that grow the personalization and 65 00:02:14,370 --> 00:02:16,650 establish loyalty is good for 66 00:02:16,650 --> 00:02:19,640 business. The Harvard business review 67 00:02:19,640 --> 00:02:21,870 here has confirmed that. There's 68 00:02:21,870 --> 00:02:24,310 lots of other strong research 69 00:02:24,370 --> 00:02:26,170 that just shows, when you 70 00:02:26,170 --> 00:02:27,790 start with the customer experience 71 00:02:29,020 --> 00:02:31,410 and create loyalty, it's not 72 00:02:31,410 --> 00:02:32,970 just good for the customer, 73 00:02:33,090 --> 00:02:33,790 but it's great for the 74 00:02:33,790 --> 00:02:34,320 business. AppFoundry Webinar Five ways to leverage AI and agent assist to improve customer experience [cutoff co_thick="2px"]Wednesday, June 3, 2020 at 8AM PST The percentage of difficult inquiries that agents receive has more than doubled since the COVID-19 pandemic hit the global economy. In addition, supporting remote workers puts more pressure on your communications and support processes. This informative and fast-paced webinar will focus on the cutting-edge technologies and integrations you can use to get more out of your current contact center resources. Get details on five new technologies you can use now to improve the efficiency and quality of your remote workforce. Sign up for this webinar today. Free gifts and promotions will be given away at the live webinar.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73KQAQ"] Meet the Speakers Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Director, Solution Consultants Shelf AppFoundry Webinar The role of Voice AI in business continuity [cutoff co_thick="2px"]Friday, May 29, 2020 at 8AM PST Business-as-usual in the call center is transforming — from the technology to analyze calls, to team structure, to how remote agents are enabled to provide more empathetic customer experiences. As we enter month three of one of the biggest global disruptions contact centers have seen, business continuity is becoming an increasingly delicate challenge. From assessing financial and operational risks to helping a newly-minted remote workforce rapidly adopt new messaging and processes, agility will be the defining feature of contact centers who are able to weather the storm. And Voice AI is a tool that can help you succeed. In this webinar, you’ll learn: Top voice interactions you should be monitoring to mitigate business impact of COVID-19 Ways to use Voice AI to improve customer experiences at scale How to leverage voice calls to coach your agents on empathy and productivity Actionable tips for automating QA process and agent evaluations Practical ways to surface compliance and safety risks [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73oQAA"] Meet the Speaker Pete Lee VP of Global Alliances and Sales Observe.AI CX Heroes Webinar Series Five successful habits of a CX Hero [cutoff co_thick="2px"][webinarschedulesingle]Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. In this CX Heroes webinar, you will learn how AB Sappa: Establishes skills that every agent should have Handles difficult customers with finesse Recognizes and rewards agents Turns customers into brand advocates Get personalization right for their customers Celebrate the people who drive excellent customer service— and the technology that empowers them. The CX Heroes program acknowledges the select few who have applied their skills, talents and empathy to make a real difference in people’s lives.​ The result? Truly authentic, personal, meaningful experiences that customers recognize as special.[cutoff co_thick="2px"]1 00:00:11,460 --> 00:00:16,000 Hello everyone. And welcome to our CX heroes webinar on 2 00:00:16,000 --> 00:00:20,890 five successful habits of a CX hero. We're really excited 3 00:00:20,890 --> 00:00:25,060 today, all the way from Sweden to have Katarina Cervell 4 00:00:25,160 --> 00:00:30,480 and Jacob Dalnäs from Sappa. So, welcome to you both. 5 00:00:30,810 --> 00:00:35,820 Jacob is CX hero. So, congratulations Jacob for being named 6 00:00:35,820 --> 00:00:38,830 CX hero. We're really excited to have you here, and 7 00:00:38,830 --> 00:00:40,650 later on, in the webinar, we're going to have you 8 00:00:40,650 --> 00:00:46,710 tell your story of what earned you this distinction. But 9 00:00:46,710 --> 00:00:49,729 before we start off, Katarina, I'd love to have you 10 00:00:49,729 --> 00:00:54,650 tell us a little bit about Sappa. Absolutely. I'll do 11 00:00:54,650 --> 00:00:59,460 that. Sappa is the fourth largest telecom company in Sweden, 12 00:00:59,510 --> 00:01:04,580 and we deliver TV, broadband to our customer throughout Sweden. 13 00:01:05,430 --> 00:01:10,950 And we also deliver digital care services for elderly people. 14 00:01:10,950 --> 00:01:14,160 So, they can stay at home longer and feel safe, 15 00:01:14,160 --> 00:01:19,030 and their relatives can feel safe. And our mission is 16 00:01:19,030 --> 00:01:23,230 to be the most customer- friendly company in Sweden.[crosstalk 00:01: 17 00:01:23,230 --> 00:01:30,360 25]- That sounds great. Yeah. That sounds great. Well, we're 18 00:01:30,360 --> 00:01:33,130 really excited to have you here and excited to dive 19 00:01:33,130 --> 00:01:38,550 into what makes an effective CX hero. So, as we 20 00:01:38,550 --> 00:01:41,020 get a little deeper into the webinar here, you're going 21 00:01:41,020 --> 00:01:44,260 to learn five ways to improve customer service and establish 22 00:01:44,260 --> 00:01:48,060 successful habits that you can use every day. You'll be 23 00:01:48,060 --> 00:01:52,130 able to" Establish skills that every agent should have." We'll 24 00:01:52,130 --> 00:01:56,120 show you how to" Handle difficult customers with finesse," how- 25 00:01:56,120 --> 00:02:00,030 to" Recognize and reward your agents," how- to" Turn customers 26 00:02:00,030 --> 00:02:03,630 into brand advocates," and how- to" get personalization right for 27 00:02:03,630 --> 00:02:08,050 your customers." So, without further ado, let's jump right into 28 00:02:08,050 --> 00:02:12,510 it. The first habit is establishing a set of skills 29 00:02:12,510 --> 00:02:14,770 that every agent should have. And as you see on this 30 00:02:14,770 --> 00:02:17,840 slide here, we have listed 10 skills that we at 31 00:02:17,840 --> 00:02:21,110 Genesys feel are really important skills. These are certainly not 32 00:02:21,110 --> 00:02:26,120 every skill, but this is a really good, basic set 33 00:02:26,120 --> 00:02:28,919 of skills that we think are important. So, as you 34 00:02:28,919 --> 00:02:33,419 have a chance to look at this Katarina from your point 35 00:02:33,419 --> 00:02:36,590 of view, which two of these skills do you think 36 00:02:36,590 --> 00:02:40,700 are the most important to providing good customer service? Or 37 00:02:40,700 --> 00:02:42,320 if you see a skill that's not on here, is 38 00:02:42,320 --> 00:02:45,460 there something that's missing here that you think is an important skill? 39 00:02:46,700 --> 00:02:49,440 Yeah, I would like to choose all of them, but 40 00:02:51,360 --> 00:02:55,030 I would like to keep it to a smaller[ inaudible 41 00:02:55,450 --> 00:02:58,900 00: 02: 55]. In order to reach our vision, that 42 00:02:58,900 --> 00:03:02,470 is to be the most customer- friendly company, I think 43 00:03:02,470 --> 00:03:06,880 that it's very important that advisors like Jacob is a 44 00:03:06,880 --> 00:03:12,930 good listener to the customer and also to be assertiveness 45 00:03:13,100 --> 00:03:18,590 to the customer's needs and also get on the same 46 00:03:18,590 --> 00:03:22,419 level as the customer. So, that's very important, but I 47 00:03:22,419 --> 00:03:25,610 think the most important thing for us is that our 48 00:03:25,610 --> 00:03:31,770 advisors are genuine and themselves because that's creates a relation 49 00:03:31,930 --> 00:03:34,650 with the customer and that's very, very important for us. 50 00:03:36,950 --> 00:03:39,610 Yeah. That makes a lot of sense. That authentic bond 51 00:03:39,610 --> 00:03:42,030 with a customer that lets them know that you're truly 52 00:03:42,030 --> 00:03:44,610 listening to them and you truly understand where they're coming 53 00:03:44,610 --> 00:03:50,040 from. Yeah. Yeah. Jacob, what about you? You are talking 54 00:03:50,260 --> 00:03:54,080 to customers all the time. Looking at this list here, 55 00:03:54,080 --> 00:03:59,870 which two skills are most important? I think I put 56 00:03:59,870 --> 00:04:02,610 the two of them together as one actually, and it's 57 00:04:02,860 --> 00:04:06,960 listening and attentiveness. I put this one because I think 58 00:04:06,960 --> 00:04:10,620 they go kind of hand in hand. I think it's 59 00:04:10,660 --> 00:04:15,270 very important to listen and to also pay attention because 60 00:04:15,370 --> 00:04:18,339 then you can pick up the things that the customer 61 00:04:18,400 --> 00:04:23,680 is maybe not telling you because, in my experience, they 62 00:04:23,680 --> 00:04:28,210 don't give their every need at once when they call 63 00:04:28,210 --> 00:04:30,910 you because they might be nervous or they have waited 64 00:04:30,910 --> 00:04:34,940 for a long time. So, it's about reading the signals 65 00:04:35,560 --> 00:04:38,620 and just listening and paying attention to what they say. 66 00:04:39,350 --> 00:04:42,130 And then you can find many more needs than the 67 00:04:43,100 --> 00:04:46,700 one recent, that they are calling you. And after that, 68 00:04:47,529 --> 00:04:53,400 it's resourcefulness that I took because when you listen and 69 00:04:53,400 --> 00:04:57,400 you find all the things that the customer needs, then 70 00:04:57,400 --> 00:05:00,900 you also need to be creative to solve the issue. 71 00:05:00,960 --> 00:05:05,060 Because many times it's might not be our services that 72 00:05:05,060 --> 00:05:09,089 is the best solution for the customer. It might be 73 00:05:09,089 --> 00:05:11,880 something else. So, you will have to be creative and 74 00:05:11,880 --> 00:05:16,270 see in what way you can help the customer. And 75 00:05:17,880 --> 00:05:22,450 I also want to agree with Katarina on being on 76 00:05:22,450 --> 00:05:25,810 the same level as the customer is important like you 77 00:05:25,810 --> 00:05:29,700 speak the same language. And so you kind of have 78 00:05:29,700 --> 00:05:35,670 to be like a chameleon. You have to adapt to 79 00:05:35,670 --> 00:05:39,089 who you talk to and speak their language. So they understand 80 00:05:39,089 --> 00:05:41,390 you and that you feel a special connection with them. 81 00:05:42,010 --> 00:05:44,980 And of course, it has to be genuine also. I 82 00:05:44,980 --> 00:05:48,200 think you can tell very clearly when someone is reading 83 00:05:48,200 --> 00:05:51,140 from a script or they have been trained to say 84 00:05:51,140 --> 00:05:54,980 certain things. So, it needs to come from the heart too. 85 00:05:56,610 --> 00:05:59,140 That makes lot of sense. It sounds from hearing you 86 00:05:59,140 --> 00:06:03,450 talk, an important part of it is not only listening 87 00:06:03,450 --> 00:06:07,930 to what they say but picking up cues on understanding 88 00:06:07,930 --> 00:06:10,770 what they're not saying and trying to fill in the 89 00:06:10,770 --> 00:06:13,540 blanks for other things that they might need to. Is 90 00:06:13,540 --> 00:06:19,760 that right? Yeah, absolutely. And we hire personalities like Jacob 91 00:06:20,070 --> 00:06:27,160 here, so... That's great. Well, I think that's really good 92 00:06:27,160 --> 00:06:31,980 advice here. So moving on to habit number two. One 93 00:06:31,980 --> 00:06:35,650 thing that I think anyone who works in customer service 94 00:06:36,770 --> 00:06:41,040 has dealt with is handling difficult customers. And handling difficult 95 00:06:41,040 --> 00:06:45,650 customers with finesse and treating them well is a real 96 00:06:45,650 --> 00:06:49,380 skill in and of itself. 95% of customers tell others 97 00:06:49,380 --> 00:06:52,420 about a bad experience. So, a customer that has a 98 00:06:52,420 --> 00:06:55,640 bad experiences is likely to complain about it. So, it 99 00:06:55,640 --> 00:06:58,560 makes it all the more important to be able to 100 00:07:01,110 --> 00:07:02,730 deal with the customer who might not be in the 101 00:07:02,730 --> 00:07:05,120 greatest mood or might not be in the greatest situation 102 00:07:05,120 --> 00:07:08,240 and try to get them to a good spot. So, 103 00:07:09,720 --> 00:07:15,760 Katarina, how does Sappa, as an organization, how do you 104 00:07:15,930 --> 00:07:19,990 train advisers to deal with frustrated customers, and what's your 105 00:07:19,990 --> 00:07:23,800 overall philosophy on helping customers who might be frustrated or 106 00:07:23,800 --> 00:07:28,180 in a bad place? First of all, we work with 107 00:07:28,180 --> 00:07:33,530 a professional coach. We worked with Jessica for several years. And 108 00:07:33,530 --> 00:07:36,390 she comes to our office every third week, not now, 109 00:07:36,440 --> 00:07:39,800 but now we do these digital, but she comes to 110 00:07:39,800 --> 00:07:43,470 the office every third week, and she trains and develops 111 00:07:43,470 --> 00:07:48,510 our advisors. And there's a really good relationship between this 112 00:07:48,510 --> 00:07:52,870 coach and our advisors. And it's a lot about listening 113 00:07:52,870 --> 00:07:57,140 to the customer and getting the customer to understand that 114 00:07:57,140 --> 00:08:01,310 we have a common goal with this conversation we're going 115 00:08:01,310 --> 00:08:04,370 in the same direction. So, we need to be on 116 00:08:04,370 --> 00:08:08,120 the same side. So, we work a lot with that. 117 00:08:08,440 --> 00:08:11,760 And then it's very interesting because there is a customer 118 00:08:11,760 --> 00:08:19,780 survey in Sweden, that's called Swedish... Quality Index. Yeah. Quality Index. Thank 119 00:08:19,780 --> 00:08:24,750 you. And we are the only company in telecom business 120 00:08:24,750 --> 00:08:29,850 that has a positive effect on with contact with the 121 00:08:29,850 --> 00:08:33,530 customers. So, for often when they call us, they could 122 00:08:33,530 --> 00:08:36,270 have a problem, or they can ask question, but although 123 00:08:36,540 --> 00:08:40,320 frustrated, they are very happy after they've been talking to 124 00:08:40,320 --> 00:08:43,559 us. And we are the only companies that has that. So, 125 00:08:44,420 --> 00:08:48,670 our advisors are very good at talking and listening and 126 00:08:48,670 --> 00:08:51,960 understanding and get on the same level, the same page 127 00:08:51,960 --> 00:08:55,950 as the customer. So, we train a lot, and they 128 00:08:55,950 --> 00:09:01,610 are helping each other also. Yep, that's great. And Jacob, how 129 00:09:01,610 --> 00:09:04,130 about you? You are on the front lines everyday dealing 130 00:09:04,130 --> 00:09:06,580 with customers. I'm sure you've had your fair share of 131 00:09:07,429 --> 00:09:13,910 experiences with customers that are not the happiest. Absolutely. What 132 00:09:13,910 --> 00:09:19,630 do you find that works best? I think mostly you 133 00:09:21,030 --> 00:09:24,050 have to make the customer just understand that you are 134 00:09:24,050 --> 00:09:30,270 on the same side. And here in this situation is 135 00:09:30,270 --> 00:09:35,190 probably the most important out of any situation to speak 136 00:09:35,190 --> 00:09:39,070 the same language as the customer. If he calls in 137 00:09:39,130 --> 00:09:42,809 and he's pissed off at Sappa, then I will be 138 00:09:42,880 --> 00:09:47,300 pissed off at Sappa too. And if he's pissed off 139 00:09:47,300 --> 00:09:49,300 with my colleague, I will also be pissed off with 140 00:09:49,300 --> 00:09:54,880 my colleague. And I will agree with him, and we 141 00:09:54,880 --> 00:09:58,830 will speak the same language. Of course, I won't throw 142 00:09:58,830 --> 00:10:02,570 anyone under the bus, not the company or my colleagues, 143 00:10:02,570 --> 00:10:07,380 but I think it's important to show the customers that 144 00:10:07,380 --> 00:10:10,630 we are not getting defensive when things are going wrong. 145 00:10:11,559 --> 00:10:15,590 We accept that things can go wrong, and we take 146 00:10:15,590 --> 00:10:20,540 responsibility in those situations. So, usually an angry customer, I 147 00:10:20,540 --> 00:10:24,760 usually try to take as a challenge. And the challenge 148 00:10:24,780 --> 00:10:28,890 is that before the customer hangs up, we are going 149 00:10:28,890 --> 00:10:31,570 to be on the same page, even if he didn't 150 00:10:31,570 --> 00:10:33,780 get as he wanted or I didn't get as I 151 00:10:33,780 --> 00:10:36,080 wanted, then we can still be on the same page 152 00:10:36,480 --> 00:10:40,150 and understand each other. And as soon as they start 153 00:10:40,150 --> 00:10:44,929 to realize that I am the solution to their problem, they 154 00:10:44,929 --> 00:10:48,070 usually start to bring their guard down, and they have 155 00:10:48,070 --> 00:10:52,280 a different attitude. So, it's just a matter of bringing 156 00:10:52,280 --> 00:10:58,540 their guard down and being on their side. So you really need 157 00:10:58,730 --> 00:11:02,179 to be able to demonstrate some empathy and show them 158 00:11:02,179 --> 00:11:08,170 that you not only understand logically what their problem is 159 00:11:08,429 --> 00:11:13,190 but that you feel for them. Right. Yeah. You are understanding 160 00:11:13,190 --> 00:11:19,520 where they're coming from emotionally. Yep. Yeah. That's great. Well, 161 00:11:19,520 --> 00:11:24,090 that's[crosstalk certainly[crosstalk 00:11: 20]... That was something that our customer was 162 00:11:24,280 --> 00:11:27,320 asking for. When Sappa was started, I wanted a warm and 163 00:11:27,320 --> 00:11:32,550 friendly supplier, and that's really what this guy started giving our customers. 164 00:11:34,650 --> 00:11:36,870 And you, Katarina. I'd love to hear you talk about that 165 00:11:37,150 --> 00:11:40,720 just a little bit more. Sappa has a really great reputation for being 166 00:11:40,720 --> 00:11:45,380 able to deliver customer service. Isn't that right? Yeah, that's 167 00:11:45,380 --> 00:11:50,179 right. We have been two years in a row, we 168 00:11:50,179 --> 00:11:57,690 have had the first place in the survey, like I 169 00:11:57,690 --> 00:12:01,440 told you before. And the customer thinks that we are 170 00:12:01,440 --> 00:12:05,700 really doing what we are saying in our corporate values. 171 00:12:05,960 --> 00:12:10,330 We are being friendly to the customers. We are listening. 172 00:12:10,330 --> 00:12:16,630 We are being the worker. We go the extra mile 173 00:12:16,679 --> 00:12:20,470 for the customers. So, we're really doing what we are 174 00:12:20,470 --> 00:12:25,020 saying in our values and our culture. We're really living 175 00:12:25,020 --> 00:12:28,950 the culture internally, and the customer can feel it all 176 00:12:28,950 --> 00:12:32,050 the way. So, that's nice. We actually have a good 177 00:12:34,130 --> 00:12:37,809 quotation from our CEO because he tells us on a 178 00:12:37,809 --> 00:12:43,390 regular basis to always think no corporate bullshit. And it's 179 00:12:43,390 --> 00:12:46,530 just funny to hear something like that from your CEO. 180 00:12:47,280 --> 00:12:53,710 It shows the difference in the values. Yeah. And I think customers 181 00:12:53,710 --> 00:12:58,920 can tell that difference too. And your reputation, I think, 182 00:12:58,920 --> 00:13:03,429 is known in Sweden as an organization that cares about 183 00:13:03,530 --> 00:13:06,059 customer service. And this leads us... I think it's a 184 00:13:06,059 --> 00:13:09,890 really great segue into the third habit, which is making 185 00:13:09,890 --> 00:13:12,429 sure that you recognize and reward agents for doing a 186 00:13:12,450 --> 00:13:17,610 good job. The CX heroes program is all about recognizing 187 00:13:17,670 --> 00:13:20,520 advisors and agents who go above and beyond to provide 188 00:13:20,520 --> 00:13:26,390 great service. And Jacob... Jacob, excuse me, congratulations on being 189 00:13:26,390 --> 00:13:30,530 named CX hero. We at Genesys are really excited to 190 00:13:30,530 --> 00:13:34,360 have you as a CX hero. And I think Sappa's 191 00:13:34,360 --> 00:13:39,070 reputation for great customer service was part of what led 192 00:13:39,070 --> 00:13:44,450 to the story that led to you becoming a CX 193 00:13:44,450 --> 00:13:47,030 hero. I would love to have you tell us your 194 00:13:47,030 --> 00:13:54,990 story that got you this honor. Yeah. Of course. We 195 00:13:54,990 --> 00:13:59,179 are always encouraged to help our customers as much as 196 00:13:59,179 --> 00:14:03,770 we can, even if they don't call and have a problem 197 00:14:03,770 --> 00:14:08,650 with our services, we always try to help them. And 198 00:14:08,870 --> 00:14:12,670 this time it was a customer that called, and I 199 00:14:12,670 --> 00:14:16,940 asked her to just normal, and he sounded a little 200 00:14:18,140 --> 00:14:20,930 shooked on the phone. And he was explaining to me 201 00:14:20,930 --> 00:14:23,560 that he was too scared to go out on his 202 00:14:23,560 --> 00:14:26,900 balcony here. He really needed help because he had find 203 00:14:26,900 --> 00:14:31,850 a wasp nest on a balcony, and he didn't want 204 00:14:31,850 --> 00:14:37,150 to go out. So, I didn't think... I thought it 205 00:14:37,150 --> 00:14:40,190 was a little bit strange that he called, but we 206 00:14:40,190 --> 00:14:44,180 are always encouraged to help them either way. And so, 207 00:14:44,180 --> 00:14:48,590 I was thinking what I would do myself in this 208 00:14:48,720 --> 00:14:54,070 situation. And I am very scared of wasps, so I 209 00:14:54,070 --> 00:15:01,680 could really feel his emotions. Sappa is not a pest 210 00:15:01,680 --> 00:15:08,600 control company at all. No, actually we're not. But he 211 00:15:08,600 --> 00:15:14,710 had found our phone number outside where he lives because 212 00:15:15,090 --> 00:15:18,130 we handled the TV. So when he found our number 213 00:15:18,130 --> 00:15:21,160 and, but he had called us before. So, the first 214 00:15:21,160 --> 00:15:25,150 thing I said to him was that" We are your 215 00:15:25,150 --> 00:15:29,540 TV supplier, just so And he said," Yeah. Yeah, I 216 00:15:29,540 --> 00:15:33,800 know. But you always answer, and I just panicked. So, 217 00:15:34,070 --> 00:15:37,750 I called you." So, then I just said," Of course, 218 00:15:37,750 --> 00:15:39,810 of course, we will help you." He counts on our 219 00:15:39,810 --> 00:15:43,260 help. We will give it to him. So, I started 220 00:15:43,260 --> 00:15:47,410 to look in on the internet for exterminator in this 221 00:15:47,410 --> 00:15:51,700 area, and I called the exterminator just to see if 222 00:15:51,700 --> 00:15:54,410 they are open and see if they could handle this 223 00:15:54,410 --> 00:15:59,250 type of business. And I called up the customer, and 224 00:15:59,250 --> 00:16:03,030 I transferred him to the exterminator so he could speak 225 00:16:03,030 --> 00:16:07,100 to them directly. And I don't know what happened after 226 00:16:07,100 --> 00:16:13,270 that, but I hope they helped him out. I love 227 00:16:13,270 --> 00:16:17,910 that story. And what a great example, Jacob, of you 228 00:16:18,480 --> 00:16:22,020 having the sense of empathy to understand and really feel 229 00:16:22,020 --> 00:16:25,010 what the customer is going through and to take action. 230 00:16:26,300 --> 00:16:31,730 So, not only that but the fact that you have 231 00:16:31,730 --> 00:16:35,570 contributed to a culture overall where Sappa has the reputation 232 00:16:35,570 --> 00:16:40,220 of that customer knew to call you because Sappa always 233 00:16:40,220 --> 00:16:43,990 answers and always helps to solve his problems, which I 234 00:16:43,990 --> 00:16:48,220 think speaks both individually to your work and also to 235 00:16:48,540 --> 00:16:51,440 the culture that Sappa has created. So, Katarina, I'd like 236 00:16:51,440 --> 00:16:55,440 to ask you what does Sappa do to create this 237 00:16:55,440 --> 00:16:59,930 culture and to help reward your advisors for delivering great 238 00:16:59,930 --> 00:17:05,660 service? Oh, we do a lot of things. As I 239 00:17:05,660 --> 00:17:11,609 told you before, we have this individual training very good for the customers, 240 00:17:11,750 --> 00:17:16,300 and also for the advisors, it's make them grow. Then 241 00:17:16,300 --> 00:17:20,840 we also encourage them to see possibilities inside the company. 242 00:17:20,840 --> 00:17:23,700 And we have a lot of advisors working in my 243 00:17:23,700 --> 00:17:29,760 IT sector or economy. So find new opportunities in the 244 00:17:29,760 --> 00:17:35,420 company. Then we also have something called Sappa awards. So, 245 00:17:35,420 --> 00:17:39,190 once a year, you have the chance to nominate your 246 00:17:39,190 --> 00:17:43,940 colleagues to Sappa awards. And there are different prices that 247 00:17:43,940 --> 00:17:48,990 you can win, like being the Sappa ambassador. Jacob is 248 00:17:49,230 --> 00:17:52,750 an example of being a Sappa ambassador you're going outside the 249 00:17:52,750 --> 00:17:57,010 box. You help someone, and you deliver every day, every 250 00:17:57,010 --> 00:17:59,940 hour when you are work. So, we have a lot 251 00:17:59,940 --> 00:18:03,500 of things that we'll do, and we even have the 252 00:18:03,500 --> 00:18:07,770 co- worker all the week and lots things that we 253 00:18:07,770 --> 00:18:13,320 do. That's great. So, Jacob, I have to ask you, 254 00:18:13,320 --> 00:18:16,330 is that the most unusual call that you've ever received 255 00:18:16,330 --> 00:18:21,250 or have you had calls that were even more unusual? 256 00:18:22,540 --> 00:18:28,270 I think probably the most in terms of what I 257 00:18:28,270 --> 00:18:32,220 needed to do in terms of helping him, it's probably 258 00:18:32,220 --> 00:18:39,540 the most outside of my comfort zone. But since we 259 00:18:39,540 --> 00:18:43,380 always encourage people to help the customer, no matter what, 260 00:18:43,570 --> 00:18:47,650 we have some of these calls pretty regularly where we 261 00:18:47,850 --> 00:18:52,330 go outside of our comfort zones to help them. We 262 00:18:52,330 --> 00:18:56,869 had even customers who calls from a rival company, they 263 00:18:56,869 --> 00:19:00,290 have a TV box from other company, and then we 264 00:19:00,290 --> 00:19:04,150 help them with their box because they could never get 265 00:19:04,150 --> 00:19:09,119 ahold of customer service. So, there's many situations like this, 266 00:19:09,119 --> 00:19:14,220 which just makes it very fun. So yeah, this was 267 00:19:14,220 --> 00:19:22,990 probably the most strange. That's a great one. We also 268 00:19:22,990 --> 00:19:28,260 have customer sending us picture on how the cable goes 269 00:19:28,260 --> 00:19:31,869 in their apartment. So, they follow the cable and send 270 00:19:31,869 --> 00:19:36,580 the picture all the way. And that's very interesting because 271 00:19:37,050 --> 00:19:41,640 a lot of pages with just photos of the cables. 272 00:19:45,270 --> 00:19:52,720 That does sound unusual. Yeah. Yeah. Well sort of following 273 00:19:52,720 --> 00:19:55,890 along the same topic here, the fourth habit is turning 274 00:19:55,890 --> 00:19:59,450 customers into brand advocates. As I think both of you 275 00:19:59,450 --> 00:20:03,910 just talked about great customer service and customer experiences create 276 00:20:05,910 --> 00:20:11,980 brand loyalty. So, what sort of strategies, Jacob, as an 277 00:20:11,980 --> 00:20:15,060 advisor dealing with customers every day, what sort of strategies 278 00:20:15,060 --> 00:20:18,380 do you use to nurture that relationship? To build those 279 00:20:18,380 --> 00:20:23,890 relationships with customers. To make them into more loyal customers 280 00:20:23,890 --> 00:20:29,760 and to deliver them the service that they need? Yeah. The 281 00:20:29,760 --> 00:20:32,900 thing is that I am in my role as a 282 00:20:32,900 --> 00:20:36,760 customer service agent, I am a hundred percent comfortable, and 283 00:20:36,760 --> 00:20:39,420 it's because I get encouraged to be genuine with the 284 00:20:39,420 --> 00:20:45,859 customers. They don't give me any scripts or anything. I 285 00:20:45,859 --> 00:20:48,690 have a free hand to talk how I want and 286 00:20:49,000 --> 00:20:52,550 to help the customer in what way I want. And 287 00:20:52,550 --> 00:20:56,400 it makes me comfortable in my role. And I think 288 00:20:56,400 --> 00:21:01,859 this is something that customers can tell and it makes 289 00:21:01,859 --> 00:21:05,060 a more comfortable situation for them too, because they feel 290 00:21:05,060 --> 00:21:09,160 like they can be equally genuine towards me. And they 291 00:21:09,160 --> 00:21:11,470 can talk to me just how they want. If they 292 00:21:11,470 --> 00:21:13,970 get angry, they can scream at me, and I will 293 00:21:13,970 --> 00:21:17,530 still treat them with respect. And even if they come 294 00:21:17,530 --> 00:21:20,030 in with a negative attitude and wants to complain, they 295 00:21:20,030 --> 00:21:24,530 still can make their voice heard. I will understand them. 296 00:21:24,530 --> 00:21:27,910 And I will say that I will send their thoughts 297 00:21:27,910 --> 00:21:31,700 to the right person and just to show them that 298 00:21:31,780 --> 00:21:35,130 no matter what, I will take their opinions serious and 299 00:21:36,420 --> 00:21:39,369 I will listen to what they have to say. And 300 00:21:39,369 --> 00:21:45,160 we also encourage our customers to speak up when they 301 00:21:45,160 --> 00:21:49,570 have opinions of us, whether if it's positive or negative 302 00:21:50,410 --> 00:21:55,950 because every month, we do a customer survey where they 303 00:21:55,950 --> 00:21:58,890 can just tell us what they think about us. And 304 00:21:58,890 --> 00:22:00,920 then we have an option where we ask them if 305 00:22:00,920 --> 00:22:04,710 it's okay that we contact them in terms of the 306 00:22:04,710 --> 00:22:09,340 survey they filled in. So, right then, we have many 307 00:22:09,340 --> 00:22:12,430 people who experienced problems, but maybe they were too scared 308 00:22:12,400 --> 00:22:15,010 to call, or they didn't have time. And they make 309 00:22:15,010 --> 00:22:18,320 their voice heard, and we make an effort to contact 310 00:22:18,320 --> 00:22:22,080 them and make our relationship better with them. And I 311 00:22:22,080 --> 00:22:26,900 think that makes them feel respected and listened to very 312 00:22:26,900 --> 00:22:33,080 much. That's great. Katarina, we'd love to hear your thoughts 313 00:22:33,080 --> 00:22:35,730 on this too because obviously Sappa has created a culture 314 00:22:35,730 --> 00:22:39,480 where nurturing customer relationships is important. What are your thoughts 315 00:22:39,480 --> 00:22:45,100 on this? As I said many times, our strategy is 316 00:22:45,100 --> 00:22:50,250 to deliver the most customer friendly services and to do 317 00:22:50,250 --> 00:22:55,840 that we take our calls in one minute and that's 318 00:22:55,840 --> 00:23:00,119 something that our customers love. And we also answer in person, so we don't have a... what do 319 00:23:03,500 --> 00:23:07,840 you call it? Button? Yeah, we don't measure how long 320 00:23:07,840 --> 00:23:16,290 we talk to the customers Yes, no,[inaudible. no[inaudible 00:23:13]. Oh yeah. Many 321 00:23:17,119 --> 00:23:20,930 customer services. When a customer calls, they have to press 322 00:23:20,930 --> 00:23:23,859 one to get to one of departments, or they have 323 00:23:23,859 --> 00:23:27,440 to press two to get to another department. We don't 324 00:23:27,440 --> 00:23:30,140 have anything like this when they call, they come directly to 325 00:23:30,140 --> 00:23:32,650 us, and can speak to us and we won't transfer 326 00:23:32,650 --> 00:23:35,940 them to some other place. We answer on every question. 327 00:23:36,730 --> 00:23:40,830 And that's very unique for a company in this business 328 00:23:41,580 --> 00:23:45,530 and then we also, like Jacob said, we don't measure 329 00:23:46,000 --> 00:23:49,310 the length of the conversation that the advisor has with 330 00:23:49,310 --> 00:23:53,580 the customer. So, it's a very good opportunity to create 331 00:23:53,700 --> 00:23:57,060 a relation with the customer. And that makes the customer 332 00:23:57,060 --> 00:24:01,210 feels unique and taken care of. And then we'll also 333 00:24:01,210 --> 00:24:06,640 do a fun thing. We write handwritten congratulations to all 334 00:24:06,640 --> 00:24:11,420 our customers that are turning 30, 40, 50 up to a 335 00:24:11,420 --> 00:24:14,550 hundred year. And when they turn 100, they get a 336 00:24:14,550 --> 00:24:19,609 special card and a little bit special treated. So, that's 337 00:24:19,930 --> 00:24:24,330 something unique that we do. But we also are very... 338 00:24:25,040 --> 00:24:29,080 it's very important to create the relation with the customer 339 00:24:29,080 --> 00:24:35,220 because that makes the customer absolutely feel unique. Absolutely. I 340 00:24:35,220 --> 00:24:39,270 love that. And I think that's a really great segue 341 00:24:39,270 --> 00:24:42,880 again, into our fifth habit, which is personalization. You talked 342 00:24:42,880 --> 00:24:46,420 about sort of recognizing birthdays for customers. So, the fifth 343 00:24:46,420 --> 00:24:50,670 habit here is getting personalization right for your customers. Just 344 00:24:50,670 --> 00:24:54,119 highlighting the statistic here." 79% of customers feel like a 345 00:24:54,119 --> 00:24:57,050 generic customer rather than a unique individual when they call 346 00:24:57,109 --> 00:25:01,119 in for customer service." I think what that shows us 347 00:25:01,119 --> 00:25:04,109 is that customers want personalization to be able to simplify 348 00:25:04,109 --> 00:25:07,670 the interactions that they have with businesses. And they're beginning 349 00:25:07,670 --> 00:25:10,540 to be introduced to new levels of personalization. So, when 350 00:25:10,540 --> 00:25:14,460 they call in or chat in or text in to 351 00:25:14,460 --> 00:25:18,680 customers, they're beginning to see ways that they can experience 352 00:25:18,680 --> 00:25:20,990 personalization and in a whole new way. And they're starting 353 00:25:21,280 --> 00:25:25,940 to expect that more and more from every organization. And 354 00:25:26,609 --> 00:25:29,490 a lot of those tools are making jobs for employees 355 00:25:29,890 --> 00:25:33,460 much better, being able to match agents and advisors to 356 00:25:33,460 --> 00:25:37,520 customers and situations that are more matched to their skills 357 00:25:37,520 --> 00:25:43,810 and availability, which allows agents and advisors to feel more 358 00:25:43,810 --> 00:25:46,980 successful. And to be able to handle situations with confidence, 359 00:25:46,980 --> 00:25:52,490 because they know they're matched with customers that they're going 360 00:25:52,490 --> 00:25:54,270 to be able to help more clearly because their skills 361 00:25:54,270 --> 00:25:55,780 are suited to it. So, I think there's a lot 362 00:25:55,780 --> 00:25:58,840 of really exciting things happening in this field. This is 363 00:25:58,840 --> 00:26:01,420 something that Genesys is really passionate about, and I know 364 00:26:01,760 --> 00:26:07,240 personalization is really important for Sappa. Jacob, talk a little 365 00:26:07,240 --> 00:26:12,020 bit about making that experience feel personal for customers and 366 00:26:12,020 --> 00:26:14,470 why it's important when you're talking with customers to make 367 00:26:14,470 --> 00:26:19,840 it feel personal for them. Yeah. I think it goes 368 00:26:19,840 --> 00:26:25,609 back to the strengths of a customer service worker that 369 00:26:25,830 --> 00:26:30,230 we talked about earlier, like being a good listener, for 370 00:26:30,230 --> 00:26:32,930 example, is something I think is very important for making 371 00:26:32,930 --> 00:26:37,280 the customer feel a unique because if you are a 372 00:26:37,280 --> 00:26:41,410 good listener and you are attentive and can pick up 373 00:26:41,760 --> 00:26:47,460 many details, then later on in the call, when you 374 00:26:47,460 --> 00:26:51,470 present your solution or the problem, you can present a 375 00:26:51,470 --> 00:26:56,240 more broad solution that fits more of the customer's needs, 376 00:26:56,740 --> 00:27:00,210 even things that maybe he or she didn't express to 377 00:27:00,210 --> 00:27:05,050 you at first. And I think that's makes them feel 378 00:27:05,410 --> 00:27:08,440 listened to it makes them feel like I'm not just 379 00:27:08,440 --> 00:27:10,730 sitting here and let them information come in here and 380 00:27:10,730 --> 00:27:13,540 out here, I take it in. I listened to it, 381 00:27:13,760 --> 00:27:18,100 and I tried to present my solution according to what 382 00:27:18,100 --> 00:27:23,340 needs she has. And also, I think it's like we 383 00:27:23,340 --> 00:27:26,869 talked about to speak the same language as the customer. 384 00:27:27,730 --> 00:27:29,560 If I'm talking to someone who is a little bit 385 00:27:29,609 --> 00:27:34,420 older, I usually speak slower and more clear so they 386 00:27:34,420 --> 00:27:37,450 can understand me. I might even use some old school 387 00:27:37,560 --> 00:27:42,210 words. If I'm talking to someone younger, I talk a 388 00:27:42,210 --> 00:27:44,890 little bit faster. Maybe use some slang words here and 389 00:27:44,890 --> 00:27:49,730 there. And then I think this makes them feel more 390 00:27:49,730 --> 00:27:56,609 comfortable and it also makes them feel respected, I think. 391 00:27:57,480 --> 00:28:01,180 That's really great advice. I think that makes a lot 392 00:28:01,180 --> 00:28:06,130 of sense and shows real connectivity. Katarina, why is it 393 00:28:06,130 --> 00:28:12,440 important for Sappa to create those personalized experiences for customers? 394 00:28:12,460 --> 00:28:15,230 You talked a little bit before about things like sending 395 00:28:15,230 --> 00:28:19,190 birthday greetings that's obviously a core part of your culture. 396 00:28:19,890 --> 00:28:26,330 Why is that something that's important? It's important to Sappa because that's the kind 397 00:28:26,560 --> 00:28:30,220 of company we would like to be when Sappa was 398 00:28:30,220 --> 00:28:34,119 started. Like, I told you, asking the customers what kind 399 00:28:34,119 --> 00:28:39,330 of supplier they wanted. And this was a place on 400 00:28:39,330 --> 00:28:42,340 the market that was free to be a warm and 401 00:28:42,340 --> 00:28:47,250 friendly company and give the best customer service. So, that's 402 00:28:47,250 --> 00:28:50,530 very important for us that the customer really feels that 403 00:28:50,530 --> 00:28:54,620 we are not just treating them like customers, but they 404 00:28:54,620 --> 00:28:58,890 are our friends and, we are interested in them when 405 00:28:58,890 --> 00:29:01,420 we talk to them, we are not just interested in 406 00:29:02,400 --> 00:29:08,940 solving the problem and the conversation. Like you heard Jacob 407 00:29:09,220 --> 00:29:13,360 asking before," What team do you cheer for?" That's something 408 00:29:13,360 --> 00:29:16,970 that I often hear when our advisors talks to the 409 00:29:16,970 --> 00:29:21,940 customer." What football team do you cheer for?" And," What 410 00:29:22,190 --> 00:29:23,930 is the name of your dog?" If you hear a 411 00:29:23,930 --> 00:29:27,760 dog barking. So, they are really interested in the company 412 00:29:27,760 --> 00:29:31,540 and that creates a good feeling for the customer. Absolutely. 413 00:29:32,260 --> 00:29:36,450 And it's also make the job much more fun, I 414 00:29:36,450 --> 00:29:39,960 think[inaudible 00:29: 36]. Yeah. Absolutely. It makes it much more 415 00:29:39,960 --> 00:29:44,750 fun than you get more and comfortable yourself. And you feel 416 00:29:44,750 --> 00:29:47,610 like you are not forced to be at work. I 417 00:29:47,610 --> 00:29:52,520 can be myself. And the biggest receipt that we get 418 00:29:53,060 --> 00:29:58,010 from our customer is because we mentioned the survey that 419 00:29:58,010 --> 00:30:01,310 we were voted the best customer service two years straight 420 00:30:02,170 --> 00:30:05,490 at the Swedish Quality Index. And this is actually the 421 00:30:05,520 --> 00:30:10,610 biggest customer service in Sweden. So, it's the customers themselves 422 00:30:10,640 --> 00:30:16,290 that give rates on everything from a service to technology, 423 00:30:16,290 --> 00:30:20,690 to how you are as a brand. They vote on 424 00:30:20,690 --> 00:30:24,290 everything. And it's a very big thing. So, it's the 425 00:30:24,290 --> 00:30:28,210 customer's own words that we are the best in customer 426 00:30:28,210 --> 00:30:32,490 service and two years straight. That's great. And boy, that's 427 00:30:32,490 --> 00:30:37,040 the best endorsement you can get. And I loved hearing 428 00:30:37,040 --> 00:30:42,770 both of you talk about, not only does this make 429 00:30:42,770 --> 00:30:46,220 the customers feel more comfortable. So not only is personalization 430 00:30:46,220 --> 00:30:49,270 important to make them feel comfortable. But Jacob, hearing you 431 00:30:49,270 --> 00:30:51,900 talk about the fact that it makes you enjoy your 432 00:30:51,960 --> 00:30:54,600 job more. Right? You feel like you are able to 433 00:30:54,600 --> 00:30:59,330 be yourself. It speaks to the strong, strong benefits of 434 00:30:59,830 --> 00:31:05,980 being able to connect with customers in that way.[crosstalk And it's really great[crosstalk 00:31: 435 00:31:05,980 --> 00:31:11,440 05]- Looking at how we working, we always make it 436 00:31:11,440 --> 00:31:15,070 like a team. It's very important to have a team 437 00:31:15,070 --> 00:31:18,840 feeling in the company. So, it's not me, myself, or 438 00:31:18,840 --> 00:31:23,440 I. It's the team that's important. And that's also a 439 00:31:23,440 --> 00:31:26,910 way to make it feel good for the customer. You 440 00:31:26,910 --> 00:31:31,540 always have someone to ask, or that could help you 441 00:31:31,540 --> 00:31:35,440 if you have a problem with the customer or the 442 00:31:35,440 --> 00:31:39,240 customer's problem, you always have someone to support you. Yeah. 443 00:31:39,240 --> 00:31:46,650 Everyone is willing to help. Yeah.[crosstalk 00:31: 43]- That's fantastic. Yeah. That's great. 444 00:31:47,360 --> 00:31:51,380 Well, it's been so great, Katarina and Jacob, getting your thoughts 445 00:31:51,380 --> 00:31:55,110 on the importance of delivering great customer service and great 446 00:31:55,110 --> 00:32:00,060 customer experience. Just going through our summary here, kind of 447 00:32:00,320 --> 00:32:03,330 the key points here, making sure you hire the right 448 00:32:03,330 --> 00:32:05,530 type of people for your business and provide them with 449 00:32:05,530 --> 00:32:10,340 the proper training. customer service can be tough, and it's 450 00:32:10,340 --> 00:32:14,540 important to reward your agents and advisors. And it's important 451 00:32:14,680 --> 00:32:17,990 that customer experience and customer service work together to create 452 00:32:17,990 --> 00:32:21,330 brand loyalty. And we just talked about the fact that 453 00:32:21,330 --> 00:32:26,700 using personalization to improve customer experiences is key. It's not 454 00:32:26,700 --> 00:32:29,650 just about delivering more ads. But it's about really connecting 455 00:32:29,650 --> 00:32:33,670 and making those customers feel comfortable and making employees feel 456 00:32:33,670 --> 00:32:37,240 more rewarded in their jobs and leading to more customer 457 00:32:37,240 --> 00:32:44,340 loyalty, which is really, really important. So, if you have 458 00:32:44,340 --> 00:32:47,590 listened to this and you're inspired as someone who is 459 00:32:47,590 --> 00:32:49,460 in customer service, and you've got a story that you 460 00:32:49,460 --> 00:32:52,510 want to share, or if you work with someone that 461 00:32:52,510 --> 00:32:56,080 you believe is worthy of being nominated as a CX hero, 462 00:32:56,080 --> 00:32:59,740 we encourage you to nominate, be part of the program, 463 00:32:59,740 --> 00:33:04,440 be recognized as CX hero just as Jacob was. So, I 464 00:33:04,440 --> 00:33:08,840 want to thank everybody for joining us. Here's our details 465 00:33:08,840 --> 00:33:11,760 right here. You can reach out via our website or 466 00:33:11,760 --> 00:33:15,510 give us a call or contact Jill. genesys. com, 467 00:33:15,510 --> 00:33:19,330 and she can get your nomination in. But Jacob and 468 00:33:19,560 --> 00:33:21,310 Katarina, I want to say thank you so much for 469 00:33:21,310 --> 00:33:24,870 joining us on this webinar. I think your thoughts were really 470 00:33:25,100 --> 00:33:28,710 great to get, and I think inspiring to me and hopefully inspiring 471 00:33:28,710 --> 00:33:30,880 to everybody that listened. So, thank you both so much 472 00:33:30,880 --> 00:33:35,400 for joining. Thank you. Thank you very much. We had a very good time. Yeah. It 473 00:33:35,400 --> 00:33:38,960 was fun. Absolutely. It was a lot of fun. Thank 474 00:33:38,960 --> 00:33:43,240 you so much and thanks everybody for listening. Thank you. Bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7axQAA"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys Webinar Bytes Five successful habits of a CX Hero [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,689 The first habit is establishing a set of skills that 2 00:00:02,689 --> 00:00:05,210 every agent should have. And as you see on this slide 3 00:00:05,210 --> 00:00:08,360 here, we have listed 10 skills that we at Genesys 4 00:00:08,360 --> 00:00:11,460 feel are really important skills. These are certainly not every 5 00:00:11,460 --> 00:00:16,230 skill, but this is a really good, basic set of 6 00:00:16,230 --> 00:00:19,160 skills that we think are important. So, as you have a 7 00:00:19,160 --> 00:00:23,530 chance to look at this Katarina from your point of 8 00:00:23,530 --> 00:00:26,860 view, which two of these skills do you think are 9 00:00:26,860 --> 00:00:30,860 the most important to providing good customer service? Or if 10 00:00:30,860 --> 00:00:32,469 you see a skill that's not on here, is there 11 00:00:32,469 --> 00:00:37,000 something that's missing here that you think is an important skill? Yeah, 12 00:00:37,000 --> 00:00:41,530 I would like to choose all of them, but I 13 00:00:41,530 --> 00:00:45,510 would like to keep it to a smaller[ inaudible 00: 14 00:00:45,520 --> 00:00:49,180 02: 55]. In order to reach our vision, that is 15 00:00:49,180 --> 00:00:52,730 to be the most customer- friendly company, I think that 16 00:00:52,730 --> 00:00:57,150 it's very important that advisors like Jacob is a good 17 00:00:57,150 --> 00:01:03,290 listener to the customer and also to be assertiveness to 18 00:01:03,290 --> 00:01:09,150 the customer's needs and also get on the same level 19 00:01:09,210 --> 00:01:12,780 as the customer. So, that's very important, but I think 20 00:01:12,780 --> 00:01:16,380 the most important thing for us is that our advisors 21 00:01:16,380 --> 00:01:22,180 are genuine and themselves because that's creates a relation with 22 00:01:22,180 --> 00:01:27,260 the customer and that's very, very important for us. Yeah. 23 00:01:27,260 --> 00:01:29,810 That makes a lot of sense. That authentic bond with 24 00:01:29,810 --> 00:01:32,490 a customer that lets them know that you're truly listening 25 00:01:32,490 --> 00:01:34,950 to them and you truly understand where they're coming from. 26 00:01:36,920 --> 00:01:40,430 Yeah. Yeah. Jacob, what about you? You are talking to 27 00:01:40,430 --> 00:01:44,360 customers all the time. Looking at this list here, which 28 00:01:44,360 --> 00:01:50,230 two skills are most important? I think I put the 29 00:01:50,230 --> 00:01:53,590 two of them together as one actually, and it's listening 30 00:01:53,590 --> 00:01:57,150 and attentiveness. I put this one because I think they 31 00:01:57,150 --> 00:02:00,950 go kind of hand in hand. I think it's very 32 00:02:00,950 --> 00:02:05,530 important to listen and to also pay attention because then 33 00:02:05,530 --> 00:02:08,690 you can pick up the things that the customer is 34 00:02:09,020 --> 00:02:14,070 maybe not telling you because, in my experience, they don't 35 00:02:14,070 --> 00:02:18,460 give their every need at once when they call you 36 00:02:18,460 --> 00:02:21,110 because they might be nervous or they have waited for 37 00:02:21,120 --> 00:02:25,639 a long time. So, it's about reading the signals and 38 00:02:25,650 --> 00:02:29,480 just listening and paying attention to what they say. And 39 00:02:29,480 --> 00:02:33,420 then you can find many more needs than the one 40 00:02:33,510 --> 00:02:38,100 recent, that they are calling you. And after that, it's 41 00:02:38,410 --> 00:02:43,760 resourcefulness that I took because when you listen and you 42 00:02:44,389 --> 00:02:47,520 find all the things that the customer needs, then you 43 00:02:47,520 --> 00:02:51,430 also need to be creative to solve the issue. Because 44 00:02:51,660 --> 00:02:55,320 many times it's might not be our services that is 45 00:02:55,500 --> 00:02:59,460 the best solution for the customer. It might be something 46 00:02:59,460 --> 00:03:01,970 else. So, you will have to be creative and see 47 00:03:03,740 --> 00:03:08,120 in what way you can help the customer. And I 48 00:03:08,120 --> 00:03:12,579 also want to agree with Katarina on being on the 49 00:03:12,579 --> 00:03:16,170 same level as the customer is important like you speak 50 00:03:16,170 --> 00:03:19,850 the same language. And so you kind of have to 51 00:03:19,850 --> 00:03:25,720 be like a chameleon. You have to adapt to who you 52 00:03:25,720 --> 00:03:29,310 talk to and speak their language. So they understand you 53 00:03:29,310 --> 00:03:32,210 and that you feel a special connection with them. And 54 00:03:32,210 --> 00:03:35,240 of course, it has to be genuine also. I think 55 00:03:35,240 --> 00:03:38,430 you can tell very clearly when someone is reading from 56 00:03:38,430 --> 00:03:41,560 a script or they have been trained to say certain 57 00:03:41,560 --> 00:03:42,070 things. [this_page_title] [cutoff co_thick="2px"]The contact cener has changed - we're now using AI connecting via digital, emphasizing personalization in working to reduce customer effort. It is time for our metrics to catch up! View this webinar as we reveal how to build a performance management strategies outlined with that with what customers, space agents and businesses really need in today's era. You'll know how to set the right metrics, develop the right coaching, select the right technology and build the right customer journey[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HSQAY" url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you" ar_url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you"] Best Practice Webinar Managing change: From on-premises to cloud [cutoff co_thick="2px"][webinarschedulesingle]Moving from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. Join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. You’ll learn: Essential components of managing change before, during and after a move to new contact center technology Lessons learned including what customers wished they had done differently How personalized migration plans and the Genesys team made it easier to navigate change Better customer and employee experiences await. Take the next step by registering today.[cutoff co_thick="2px"]1 00:00:04,850 --> 00:00:06,630 Good morning, evening and afternoon 2 00:00:06,630 --> 00:00:08,100 everyone. My name is Josh 3 00:00:08,100 --> 00:00:09,060 Reed and I'm going to 4 00:00:09,060 --> 00:00:10,140 be one of the moderators 5 00:00:10,140 --> 00:00:12,120 for today's presentation and let 6 00:00:12,120 --> 00:00:12,780 me be the first to 7 00:00:12,910 --> 00:00:13,880 welcome you to our on 8 00:00:13,880 --> 00:00:16,570 demand webinar, managing change from 9 00:00:16,570 --> 00:00:19,190 on premises to cloud. As 10 00:00:19,190 --> 00:00:19,950 per usual, I'm going to 11 00:00:19,950 --> 00:00:21,010 keep this short and sweet, 12 00:00:21,010 --> 00:00:21,500 but we do have a 13 00:00:21,500 --> 00:00:22,910 couple of housekeeping items I 14 00:00:22,910 --> 00:00:23,820 want to cover before we 15 00:00:23,820 --> 00:00:25,700 get started. First off, if 16 00:00:25,700 --> 00:00:27,510 you experience any problems viewing 17 00:00:27,510 --> 00:00:29,130 or listening to today's presentation, 18 00:00:29,400 --> 00:00:30,630 refresh your browser and make 19 00:00:30,630 --> 00:00:31,310 sure that it's up to 20 00:00:31,310 --> 00:00:33,240 date to support HTML5 as 21 00:00:33,240 --> 00:00:34,710 this usually fixes any console 22 00:00:34,710 --> 00:00:36,270 issues. It also might help 23 00:00:36,270 --> 00:00:36,980 to switch over to something 24 00:00:37,250 --> 00:00:39,100 like Chrome or Mozilla Firefox 25 00:00:39,100 --> 00:00:40,210 as well, as these are 26 00:00:40,210 --> 00:00:41,520 the best browsers to support 27 00:00:41,520 --> 00:00:44,640 the Webcast platform. And also 28 00:00:44,640 --> 00:00:45,830 note that we encourage you 29 00:00:45,830 --> 00:00:47,410 to submit questions to the Q& 30 00:00:47,730 --> 00:00:48,620 A window in the top 31 00:00:48,670 --> 00:00:49,870 middle of your screen, although 32 00:00:49,870 --> 00:00:50,820 this is an on demand 33 00:00:50,820 --> 00:00:52,690 recording, we will gather your 34 00:00:52,690 --> 00:00:54,210 questions after the fact and 35 00:00:54,210 --> 00:00:55,770 respond as promptly as we 36 00:00:55,770 --> 00:00:56,810 can within the next few 37 00:00:56,810 --> 00:00:58,160 business days. So if you hear 38 00:00:58,160 --> 00:00:59,590 anything throughout the presentation you 39 00:00:59,590 --> 00:01:00,520 want to learn more about, 40 00:01:00,520 --> 00:01:01,730 be sure to throw those questions 41 00:01:01,730 --> 00:01:04,150 in there. Also note that 42 00:01:04,190 --> 00:01:05,570 this is on demand, so you 43 00:01:05,570 --> 00:01:08,110 have full playback capabilities. If 44 00:01:08,110 --> 00:01:09,230 you miss anything, need to 45 00:01:09,230 --> 00:01:10,680 stop and take a meeting 46 00:01:10,680 --> 00:01:11,700 or anything like that, that's 47 00:01:11,700 --> 00:01:13,660 completely fine. You can pause, 48 00:01:13,660 --> 00:01:14,970 come back later, it's all 49 00:01:14,970 --> 00:01:18,220 up to your convenience. As 50 00:01:18,220 --> 00:01:19,500 I said, short and sweet. 51 00:01:20,020 --> 00:01:21,670 So I'm excited to introduce 52 00:01:21,670 --> 00:01:23,470 our panel today. We have 53 00:01:23,470 --> 00:01:25,360 my partner in crime here, 54 00:01:25,360 --> 00:01:26,830 Jody Thompson, she is going 55 00:01:26,830 --> 00:01:27,680 to be one of the 56 00:01:27,680 --> 00:01:29,490 moderators for today's- Presentation. She's 57 00:01:29,490 --> 00:01:31,800 the Senior Principal Business Consultant 58 00:01:31,800 --> 00:01:33,370 here at Genesys. We also 59 00:01:33,370 --> 00:01:35,450 have Laurie Bachland, the President 60 00:01:35,450 --> 00:01:37,410 of Strategic Contact. As well 61 00:01:37,410 --> 00:01:39,300 as two of our special 62 00:01:39,300 --> 00:01:40,970 customers from Coke Business Solutions. 63 00:01:40,970 --> 00:01:42,470 We have Julie Hopkins, the 64 00:01:42,470 --> 00:01:44,730 Project Manager and Dean the 65 00:01:44,730 --> 00:01:47,370 Platform Architect. So with all 66 00:01:47,370 --> 00:01:48,800 that being said, I'm actually 67 00:01:48,800 --> 00:01:50,210 going to hand things off to 68 00:01:50,210 --> 00:01:51,400 Jody today to kick off 69 00:01:51,480 --> 00:01:53,150 the conversation. Jody, the floor 70 00:01:53,150 --> 00:01:55,980 is yours. Thank you. Hi 71 00:01:55,980 --> 00:01:57,310 everyone, great to see you 72 00:01:57,640 --> 00:01:59,550 again. So let's talk about 73 00:01:59,550 --> 00:02:01,050 change. First of all, what 74 00:02:01,050 --> 00:02:01,780 I wanted to do is 75 00:02:01,870 --> 00:02:03,660 kick things off regarding level 76 00:02:03,660 --> 00:02:05,720 setting, what change management is. 77 00:02:05,720 --> 00:02:07,740 So change management is about 78 00:02:07,740 --> 00:02:11,090 ensuring individuals and organizational adoption 79 00:02:11,090 --> 00:02:13,710 of new technology. Also, about 80 00:02:13,770 --> 00:02:16,580 adoption of processes, roles, culture, 81 00:02:16,780 --> 00:02:18,110 all of that that comes 82 00:02:18,110 --> 00:02:20,130 with a contact center migration. 83 00:02:20,690 --> 00:02:22,500 So whether change is perceived 84 00:02:22,500 --> 00:02:24,730 as simple or complex, anticipating, 85 00:02:24,820 --> 00:02:26,240 preparing and manning for change 86 00:02:26,240 --> 00:02:28,410 is essential to any organization 87 00:02:28,410 --> 00:02:30,770 as we've discussed. One of 88 00:02:30,770 --> 00:02:31,750 the... I'm sorry, two of 89 00:02:31,830 --> 00:02:32,990 the top questions I hear 90 00:02:32,990 --> 00:02:36,520 from customers is" Why do 91 00:02:36,520 --> 00:02:37,820 change management in the first 92 00:02:37,820 --> 00:02:39,450 place?" And also, " How do 93 00:02:39,450 --> 00:02:41,570 other companies do change management?" 94 00:02:41,910 --> 00:02:44,050 So for today's conversation and 95 00:02:44,050 --> 00:02:45,500 we've talked about it before, 96 00:02:45,630 --> 00:02:46,390 we want to get your 97 00:02:46,390 --> 00:02:48,500 feedback and your insight. So 98 00:02:48,500 --> 00:02:49,420 I'm going to kick things 99 00:02:49,420 --> 00:02:51,470 over first to Laurie, and 100 00:02:51,470 --> 00:02:53,380 ask Laurie and then Julie, 101 00:02:53,920 --> 00:02:55,470 can you share with us 102 00:02:56,180 --> 00:02:59,050 what... about what change management 103 00:02:59,050 --> 00:03:01,970 means to you? Yeah. Thank 104 00:03:01,970 --> 00:03:06,360 you... It's one of my 105 00:03:06,360 --> 00:03:08,300 favorite topics. I got trained 106 00:03:08,300 --> 00:03:09,150 in it a long time 107 00:03:09,150 --> 00:03:10,720 ago and get to apply it 108 00:03:10,720 --> 00:03:12,130 on projects all the time 109 00:03:12,130 --> 00:03:13,230 as a consultant, I've worked 110 00:03:13,230 --> 00:03:13,980 with a lot of different 111 00:03:13,980 --> 00:03:16,450 companies. When I'm helping clients 112 00:03:16,450 --> 00:03:17,970 understand what we're talking about 113 00:03:17,970 --> 00:03:19,660 with change management, we say 114 00:03:19,660 --> 00:03:21,080 it's concepts and tools. Everyone 115 00:03:21,570 --> 00:03:23,670 understands that project management concept, 116 00:03:24,080 --> 00:03:25,710 but this is about helping, 117 00:03:25,710 --> 00:03:27,640 as you said, individuals and 118 00:03:27,640 --> 00:03:29,480 groups change. I like to 119 00:03:29,480 --> 00:03:30,160 think of it as a 120 00:03:30,160 --> 00:03:31,640 journey. Any project you're on 121 00:03:31,710 --> 00:03:33,230 a journey, and you want 122 00:03:33,230 --> 00:03:35,040 to bring everybody along successfully 123 00:03:35,040 --> 00:03:37,050 to that target destination, and 124 00:03:37,550 --> 00:03:38,350 you're going to hit some 125 00:03:38,350 --> 00:03:39,320 bumps. You're going to have 126 00:03:39,320 --> 00:03:40,900 some detours along the way 127 00:03:41,170 --> 00:03:42,730 and change management really helps 128 00:03:42,730 --> 00:03:44,790 everybody adjust and adapt as 129 00:03:44,790 --> 00:03:45,760 you go on that journey, 130 00:03:45,760 --> 00:03:47,110 and still hopefully end up 131 00:03:47,110 --> 00:03:48,420 at the right place together 132 00:03:48,420 --> 00:03:49,780 and able to get the 133 00:03:49,780 --> 00:03:52,410 benefits of that change. Good. 134 00:03:52,800 --> 00:03:54,330 Laurie, what's your insight to 135 00:03:54,400 --> 00:03:58,410 share? Yeah, thanks Laurie and so 136 00:03:58,660 --> 00:03:59,540 when I look at change 137 00:03:59,540 --> 00:04:01,420 management, I kind of... well 138 00:04:01,420 --> 00:04:02,680 I'm a project manager, so 139 00:04:02,680 --> 00:04:03,440 I view it from a 140 00:04:03,440 --> 00:04:05,870 project management and customer perspective. 141 00:04:06,430 --> 00:04:07,810 So anytime there is a 142 00:04:07,810 --> 00:04:09,860 project, there will be organizational 143 00:04:09,860 --> 00:04:11,620 changes that'll have to be 144 00:04:11,620 --> 00:04:13,100 thought through from a customer 145 00:04:13,100 --> 00:04:15,420 perspective and to Laurie's point, 146 00:04:15,420 --> 00:04:17,040 it's about identifying that bunch 147 00:04:17,040 --> 00:04:19,330 of people in a project. 148 00:04:19,330 --> 00:04:20,460 We call those the stake 149 00:04:20,460 --> 00:04:21,850 holders, and getting them bought 150 00:04:21,850 --> 00:04:23,640 into that vision and why 151 00:04:23,640 --> 00:04:24,960 the change is needed in 152 00:04:24,960 --> 00:04:26,440 determining the plan on how 153 00:04:26,440 --> 00:04:27,900 to get them to that 154 00:04:28,730 --> 00:04:30,570 desired state. So I feel 155 00:04:30,570 --> 00:04:32,150 like if you can create 156 00:04:32,150 --> 00:04:33,720 a framework or guard rails 157 00:04:33,720 --> 00:04:35,900 around that process, that really 158 00:04:35,900 --> 00:04:38,160 is very beneficial for organizations 159 00:04:38,160 --> 00:04:39,430 to be able to obtain 160 00:04:39,800 --> 00:04:40,680 and get to the goals 161 00:04:40,680 --> 00:04:43,790 of change management. Okay great. 162 00:04:43,790 --> 00:04:45,330 So we heard some keywords 163 00:04:45,330 --> 00:04:46,960 such as guardrails, which I 164 00:04:46,960 --> 00:04:48,620 really like that phrase and 165 00:04:48,980 --> 00:04:50,390 everything that was shared so 166 00:04:50,390 --> 00:04:52,020 far. But let's talk about 167 00:04:52,020 --> 00:04:54,130 real world experiences, so Dean, 168 00:04:54,730 --> 00:04:55,530 we'd like to hear from 169 00:04:55,530 --> 00:04:57,260 you regarding change management, but 170 00:04:57,260 --> 00:04:58,180 first, can you give us 171 00:04:58,180 --> 00:04:58,930 a little bit of a 172 00:04:58,930 --> 00:05:00,920 background as to what exactly 173 00:05:00,920 --> 00:05:02,430 what was driving change at 174 00:05:02,830 --> 00:05:05,130 Coke Global Solutions and address 175 00:05:05,130 --> 00:05:07,070 why change management became such 176 00:05:07,070 --> 00:05:08,620 an essential part of your 177 00:05:08,620 --> 00:05:10,880 organization. So if you'd like, 178 00:05:11,160 --> 00:05:12,290 I will push forward that 179 00:05:12,290 --> 00:05:14,410 first slide and you can 180 00:05:14,700 --> 00:05:17,180 give us some background. Sure. 181 00:05:18,160 --> 00:05:19,700 So yeah, we were doing 182 00:05:19,700 --> 00:05:21,340 a couple of things with 183 00:05:21,340 --> 00:05:22,600 this project. So I was 184 00:05:22,800 --> 00:05:24,180 obviously the technical resource for 185 00:05:24,180 --> 00:05:25,640 the project and Joy was 186 00:05:25,640 --> 00:05:27,610 my PM that coordinated the 187 00:05:29,820 --> 00:05:34,810 project. This particular piece of 188 00:05:34,810 --> 00:05:35,760 the project was part of 189 00:05:35,800 --> 00:05:36,870 I guess a program, which 190 00:05:36,870 --> 00:05:38,110 was a larger effort to 191 00:05:39,030 --> 00:05:40,580 bring Coke forward off of 192 00:05:40,580 --> 00:05:42,520 premise based infrastructure, some pretty 193 00:05:42,520 --> 00:05:44,010 common infrastructure. I think a lot of people 194 00:05:44,010 --> 00:05:46,050 will recognize and get into 195 00:05:47,290 --> 00:05:52,290 cloud services platform, Genesys being 196 00:05:52,290 --> 00:05:53,190 one of those. It was 197 00:05:53,190 --> 00:05:55,260 several things going on, but 198 00:05:55,260 --> 00:05:58,850 Genesys was obviously the focus 199 00:05:59,110 --> 00:06:00,190 that I had. So what 200 00:06:01,620 --> 00:06:03,780 this slide illustrates the larger 201 00:06:03,780 --> 00:06:05,320 footprint that we have for 202 00:06:05,320 --> 00:06:08,020 Coke Global Services that we 203 00:06:08,020 --> 00:06:10,690 provide to our customers to 204 00:06:10,690 --> 00:06:13,210 contact service contact center capability. 205 00:06:13,990 --> 00:06:15,100 These are some of the 206 00:06:15,720 --> 00:06:18,200 sister companies that we support 207 00:06:18,200 --> 00:06:19,550 in that effort. The next 208 00:06:19,550 --> 00:06:20,490 slide is the one that 209 00:06:20,680 --> 00:06:22,530 illustrates the actual project that 210 00:06:23,260 --> 00:06:24,650 Julie and I had worked on, 211 00:06:25,930 --> 00:06:27,570 and what we were doing 212 00:06:27,570 --> 00:06:29,360 with this piece of that 213 00:06:29,360 --> 00:06:33,110 larger project was consolidating two... 214 00:06:33,770 --> 00:06:35,060 up to that point, consolidating 215 00:06:35,060 --> 00:06:37,020 two separate workflows, one being 216 00:06:37,020 --> 00:06:38,220 HR and one being IT. 217 00:06:39,710 --> 00:06:42,840 Traditional inbound contact centers, pretty 218 00:06:42,840 --> 00:06:46,390 standard stuff. The HR... excuse 219 00:06:46,390 --> 00:06:47,740 me, the IT portion of 220 00:06:47,740 --> 00:06:49,230 that was already semi global. 221 00:06:49,230 --> 00:06:50,930 We had offices in Singapore 222 00:06:50,930 --> 00:06:53,100 and China, and as part 223 00:06:53,100 --> 00:06:54,510 of this project, we opened 224 00:06:54,520 --> 00:06:56,780 up three new offices all at 225 00:06:56,810 --> 00:06:58,340 the same time migrating them 226 00:06:58,420 --> 00:07:01,470 onto Pure Cloud, which I 227 00:07:01,470 --> 00:07:02,960 guess is now Genesys Cloud. 228 00:07:03,720 --> 00:07:04,880 So there was quite a 229 00:07:04,880 --> 00:07:07,260 bit of change going on 230 00:07:07,730 --> 00:07:08,440 as we went through that. 231 00:07:11,200 --> 00:07:12,600 With that change, what was one of the things 232 00:07:13,320 --> 00:07:14,570 that made change easier for 233 00:07:14,570 --> 00:07:19,600 your organization regarding technology? Well 234 00:07:19,600 --> 00:07:23,410 like Julie mentioned, having high 235 00:07:23,410 --> 00:07:25,230 level adoption, having a strategy 236 00:07:25,230 --> 00:07:28,970 that we were performing under... 237 00:07:30,240 --> 00:07:31,650 really helped us out there. 238 00:07:31,830 --> 00:07:33,360 Having that buy in from 239 00:07:33,360 --> 00:07:36,340 a high level that this 240 00:07:36,340 --> 00:07:37,550 is the strategy, this is 241 00:07:37,550 --> 00:07:40,810 what we're doing and understand 242 00:07:40,810 --> 00:07:42,290 that this is part of 243 00:07:42,290 --> 00:07:43,640 a very larger effort. Okay. 244 00:07:44,500 --> 00:07:45,400 So that was a big 245 00:07:45,400 --> 00:07:48,100 piece of it. So were 246 00:07:48,100 --> 00:07:49,750 there any top of mind concerns 247 00:07:49,750 --> 00:07:52,040 coming to the forefront when 248 00:07:52,040 --> 00:07:52,820 you were looking at the 249 00:07:52,820 --> 00:07:58,280 entire migration process? So probably 250 00:07:58,280 --> 00:08:00,060 some of the big concerns, 251 00:08:00,060 --> 00:08:01,050 we had a good grip 252 00:08:01,050 --> 00:08:02,760 on the technology. We had 253 00:08:02,760 --> 00:08:04,240 been using it for quite 254 00:08:04,240 --> 00:08:05,700 some time, well for about 255 00:08:05,700 --> 00:08:06,190 a year and a half 256 00:08:06,190 --> 00:08:09,650 up to this point. The concern 257 00:08:09,650 --> 00:08:11,570 that we had for rolling 258 00:08:11,570 --> 00:08:12,440 it out was probably more 259 00:08:12,440 --> 00:08:13,660 of a bottom up concern, 260 00:08:13,660 --> 00:08:15,900 which was the training aspect 261 00:08:15,900 --> 00:08:18,060 in getting the users comfortable 262 00:08:18,060 --> 00:08:19,320 with the application. Some of 263 00:08:19,320 --> 00:08:21,340 them were coming from well 264 00:08:21,340 --> 00:08:23,120 known or well understood platforms 265 00:08:23,120 --> 00:08:24,100 that they really liked and 266 00:08:24,100 --> 00:08:26,730 had a good comfort... sense 267 00:08:26,730 --> 00:08:28,890 of comfort around, and so 268 00:08:28,890 --> 00:08:30,600 in order to address that, 269 00:08:30,600 --> 00:08:32,590 we adopted a train to 270 00:08:32,590 --> 00:08:36,460 trainer mentality. Where we worked, 271 00:08:36,460 --> 00:08:37,420 Julie and I and then the 272 00:08:37,420 --> 00:08:38,870 rest of the project worked 273 00:08:38,870 --> 00:08:40,160 with what we called early 274 00:08:40,160 --> 00:08:42,560 adopters or power users. We 275 00:08:42,570 --> 00:08:43,760 got them into the platform 276 00:08:43,760 --> 00:08:45,130 early, we trained them, we 277 00:08:45,940 --> 00:08:46,920 got them to feel good 278 00:08:46,920 --> 00:08:48,270 about it so that they could 279 00:08:48,270 --> 00:08:50,370 then go back to their 280 00:08:50,370 --> 00:08:52,250 teams and be the people 281 00:08:52,250 --> 00:08:54,580 that really represented back to 282 00:08:54,580 --> 00:09:00,130 the end users. Part of this was that your technical change was because 283 00:09:00,510 --> 00:09:02,900 the system was aging and 284 00:09:02,900 --> 00:09:04,300 moving towards end of life 285 00:09:04,300 --> 00:09:05,700 support, so that's part of 286 00:09:05,700 --> 00:09:06,670 why you needed to make 287 00:09:06,670 --> 00:09:10,330 the change, correct? Yes. Correct. 288 00:09:10,330 --> 00:09:12,500 We had as an organization 289 00:09:12,500 --> 00:09:13,370 at a very high level 290 00:09:13,490 --> 00:09:15,310 had adopted a cloud first 291 00:09:15,740 --> 00:09:17,920 strategy, just across all IT 292 00:09:17,920 --> 00:09:19,350 services, all IT delivery and 293 00:09:19,560 --> 00:09:22,640 this was a piece of that. Okay and Julie, 294 00:09:22,640 --> 00:09:24,110 can you add anything addition 295 00:09:24,110 --> 00:09:24,710 to that, some of the 296 00:09:24,710 --> 00:09:26,720 type of mind concerns that 297 00:09:26,720 --> 00:09:28,610 came when you were moving 298 00:09:28,610 --> 00:09:32,850 forward with this migration? Yeah. 299 00:09:32,850 --> 00:09:35,510 Well number one, it's global 300 00:09:35,510 --> 00:09:37,700 change, right? So we had 301 00:09:37,700 --> 00:09:39,100 languages that we needed to 302 00:09:39,100 --> 00:09:42,710 verse across and so that 303 00:09:42,710 --> 00:09:45,210 made it particularly difficult was 304 00:09:45,770 --> 00:09:49,820 that language barrier. Okay. Anything 305 00:09:49,820 --> 00:09:51,690 else? is funny that Julie 306 00:09:51,690 --> 00:09:54,130 mentioned that because initially, I 307 00:09:54,130 --> 00:09:54,960 didn't see that as a 308 00:09:54,960 --> 00:09:56,110 concern. I didn't know enough 309 00:09:56,110 --> 00:09:57,170 about it to be concerned 310 00:09:57,170 --> 00:09:59,000 it at the time, and 311 00:09:59,000 --> 00:10:00,370 then as we started getting 312 00:10:00,370 --> 00:10:02,140 into it, then it became 313 00:10:02,140 --> 00:10:03,480 apparent that" Hey, this is 314 00:10:04,320 --> 00:10:04,670 a little bit of a 315 00:10:04,670 --> 00:10:05,680 new way to deliver this 316 00:10:05,680 --> 00:10:07,850 service." It wasn't a concern 317 00:10:07,850 --> 00:10:10,140 so much as it... it 318 00:10:10,140 --> 00:10:12,210 definitely registered as a nice 319 00:10:12,210 --> 00:10:15,820 little challenge. All right, well 320 00:10:15,820 --> 00:10:17,490 thank you on that. So 321 00:10:17,490 --> 00:10:19,680 now that we discussed what changes 322 00:10:19,680 --> 00:10:22,180 and challenges that you initially 323 00:10:22,180 --> 00:10:24,780 begin to face, we heard 324 00:10:24,780 --> 00:10:26,120 from you that we learn 325 00:10:26,120 --> 00:10:27,800 that everybody responds to change 326 00:10:27,800 --> 00:10:30,190 differently. This may range from 327 00:10:30,190 --> 00:10:31,690 those that welcome change and 328 00:10:31,690 --> 00:10:33,710 embrace something new, or those 329 00:10:33,710 --> 00:10:35,360 that will remain steadfast and 330 00:10:35,360 --> 00:10:37,510 preserve the status quo. So 331 00:10:37,550 --> 00:10:39,130 Laurie, I'd just like to 332 00:10:39,130 --> 00:10:40,640 get some insight from you 333 00:10:40,640 --> 00:10:42,390 as to what you're seeing 334 00:10:42,390 --> 00:10:43,530 with your clients who are 335 00:10:43,530 --> 00:10:45,270 facing change from a contact 336 00:10:45,270 --> 00:10:47,140 center, and really how do 337 00:10:47,140 --> 00:10:48,610 you go about getting that 338 00:10:50,470 --> 00:10:52,260 and methodology? So let me 339 00:10:52,260 --> 00:10:53,540 go ahead and push forward 340 00:10:53,670 --> 00:10:56,310 the slide to you. Yeah, 341 00:10:56,310 --> 00:10:57,460 and actually why don't you 342 00:10:57,460 --> 00:10:58,210 go to the next one? 343 00:10:58,710 --> 00:11:00,140 I'll talk about it from 344 00:11:00,140 --> 00:11:02,140 a little bit of various 345 00:11:02,140 --> 00:11:05,460 project but it's interesting when 346 00:11:05,460 --> 00:11:06,680 you say that about people 347 00:11:06,880 --> 00:11:07,840 embrace change. One of my 348 00:11:07,840 --> 00:11:10,690 favorite change management jokes, if 349 00:11:10,690 --> 00:11:11,340 you can call that a 350 00:11:11,340 --> 00:11:12,950 category of jokes is the 351 00:11:12,950 --> 00:11:14,350 only people who like change 352 00:11:14,350 --> 00:11:15,980 are wet babies and panhandlers. 353 00:11:19,430 --> 00:11:20,450 I use that all the 354 00:11:20,450 --> 00:11:22,210 time because even when people 355 00:11:22,210 --> 00:11:24,500 say they like change, what 356 00:11:24,500 --> 00:11:25,470 the reality is, is people 357 00:11:25,470 --> 00:11:26,340 like change when they're in 358 00:11:26,340 --> 00:11:27,720 control of it, right? They 359 00:11:27,720 --> 00:11:29,870 don't like change that... to 360 00:11:29,870 --> 00:11:31,700 them. They like changes that 361 00:11:31,700 --> 00:11:32,880 they decide to make and 362 00:11:32,880 --> 00:11:33,980 feel like, " Hey, I'm in 363 00:11:33,980 --> 00:11:35,210 charge of this thing." Right? 364 00:11:36,290 --> 00:11:38,180 So it's good listening to 365 00:11:39,110 --> 00:11:40,580 what Coke did and thinking 366 00:11:40,580 --> 00:11:42,010 about... I chuckle with the 367 00:11:42,010 --> 00:11:43,810 global footprint of what Dean 368 00:11:43,810 --> 00:11:45,260 put up with the graphic 369 00:11:45,260 --> 00:11:46,470 there, and talking about the 370 00:11:46,470 --> 00:11:47,610 language thing. There's all kinds 371 00:11:47,610 --> 00:11:48,770 of culture, right? It's easy 372 00:11:48,770 --> 00:11:49,990 to look at global and 373 00:11:49,990 --> 00:11:51,470 say, " Well there's cultural differences." 374 00:11:51,470 --> 00:11:52,540 But even within a given 375 00:11:52,540 --> 00:11:53,840 company, I mean different sites 376 00:11:53,840 --> 00:11:55,860 could have cultural differences. Your 377 00:11:55,860 --> 00:11:57,470 contact center could have cultural 378 00:11:57,470 --> 00:11:59,700 differences compared to your back 379 00:11:59,700 --> 00:12:02,040 office for example, and then 380 00:12:02,320 --> 00:12:04,130 you mentioned the different people 381 00:12:04,130 --> 00:12:06,530 impacted, the users, the people 382 00:12:06,870 --> 00:12:08,190 that have a phone or 383 00:12:08,190 --> 00:12:10,810 have a particular desktop interface 384 00:12:11,090 --> 00:12:12,520 versus the IT people, who 385 00:12:12,520 --> 00:12:15,090 have certain roles and responsibilities. 386 00:12:16,450 --> 00:12:18,480 Then management that might have 387 00:12:18,480 --> 00:12:20,170 a perspective that's a little 388 00:12:20,170 --> 00:12:21,500 bit oblivious to how important 389 00:12:21,500 --> 00:12:23,230 these processes and technology are 390 00:12:23,230 --> 00:12:25,250 to individuals and groups. So 391 00:12:25,250 --> 00:12:26,110 I think when you're looking 392 00:12:26,110 --> 00:12:27,620 at the challenge of change, 393 00:12:27,620 --> 00:12:28,990 and the opportunity with new 394 00:12:29,190 --> 00:12:31,810 projects, cloud for example is 395 00:12:31,810 --> 00:12:33,560 to understand all that and 396 00:12:33,590 --> 00:12:34,790 even when people say, " Oh, 397 00:12:34,790 --> 00:12:36,100 we're excited about this new 398 00:12:36,160 --> 00:12:37,960 system." Recognize that everybody's going 399 00:12:37,960 --> 00:12:38,700 to look at it a little 400 00:12:38,700 --> 00:12:40,190 differently and have a little 401 00:12:40,190 --> 00:12:41,930 bit different set up reactions, 402 00:12:42,190 --> 00:12:44,260 maybe fears in that. So 403 00:12:44,260 --> 00:12:45,870 this slide, I just throw 404 00:12:45,870 --> 00:12:47,870 some ideas out there and 405 00:12:47,870 --> 00:12:48,730 the first one is just 406 00:12:48,730 --> 00:12:50,030 the cloud, moving to the 407 00:12:50,030 --> 00:12:50,930 cloud in general and of 408 00:12:50,930 --> 00:12:52,280 course, we'll talk more about a lot of 409 00:12:52,850 --> 00:12:53,650 people have done that on 410 00:12:53,650 --> 00:12:55,050 the fly here with the 411 00:12:55,050 --> 00:12:56,970 virus impacts, but people were 412 00:12:57,820 --> 00:12:59,640 resistant in some cases and 413 00:12:59,640 --> 00:13:00,990 this is a push forward 414 00:13:01,210 --> 00:13:02,690 and changes IT's roles and 415 00:13:02,690 --> 00:13:04,780 responsibilities, and how people interact 416 00:13:04,780 --> 00:13:06,480 with a vendor. What the 417 00:13:06,480 --> 00:13:08,580 users can do themselves versus 418 00:13:08,620 --> 00:13:10,590 what the IT people do. 419 00:13:11,530 --> 00:13:13,580 Then the other ones are examples and everybody 420 00:13:13,580 --> 00:13:14,470 can think about... this is 421 00:13:14,810 --> 00:13:16,140 a trigger for the people 422 00:13:16,680 --> 00:13:17,470 that are listening to the 423 00:13:17,470 --> 00:13:18,800 Webcast to think about the 424 00:13:18,800 --> 00:13:19,970 kinds of changes you make 425 00:13:19,970 --> 00:13:21,210 and how those impact people. 426 00:13:21,570 --> 00:13:23,080 Like I said, a changing a 427 00:13:23,080 --> 00:13:24,680 phone or changing a desktop 428 00:13:24,680 --> 00:13:28,490 interface, a new workforce management 429 00:13:28,490 --> 00:13:30,500 tool, or quality monitoring that's 430 00:13:30,500 --> 00:13:31,670 going to be used differently. 431 00:13:31,670 --> 00:13:33,130 The tools different and oh 432 00:13:33,130 --> 00:13:34,070 my gosh, what are they 433 00:13:34,070 --> 00:13:34,810 going to do with it, 434 00:13:34,810 --> 00:13:36,990 right? So this is a 435 00:13:36,990 --> 00:13:38,170 starter to think about what 436 00:13:38,170 --> 00:13:39,040 are the risks if you 437 00:13:39,040 --> 00:13:41,030 don't do change management and 438 00:13:41,030 --> 00:13:43,000 bring people along? Versus if 439 00:13:43,000 --> 00:13:44,120 you put change management in 440 00:13:44,120 --> 00:13:45,780 place, which ultimately, the goal 441 00:13:45,780 --> 00:13:47,020 is to get people to 442 00:13:47,020 --> 00:13:49,330 embrace it, hopefully be advocates 443 00:13:49,330 --> 00:13:50,730 of it and not have 444 00:13:50,730 --> 00:13:51,950 them be... I used the 445 00:13:51,950 --> 00:13:55,180 word saboteurs, somebody that resists- 446 00:13:55,180 --> 00:13:57,250 I saw that. Yeah. As 447 00:13:57,250 --> 00:13:59,300 a result, impacts other people's 448 00:13:59,400 --> 00:14:01,150 ideas about a change, right? 449 00:14:01,150 --> 00:14:02,140 We want to create change 450 00:14:02,140 --> 00:14:04,790 advocates and not people that 451 00:14:04,790 --> 00:14:05,880 are going to put up 452 00:14:05,880 --> 00:14:06,960 their own barriers and by 453 00:14:06,960 --> 00:14:09,400 doing that, might actually impact 454 00:14:09,400 --> 00:14:10,550 other people. So I hope 455 00:14:10,550 --> 00:14:11,560 this table works, is something 456 00:14:11,600 --> 00:14:13,510 that triggers people thinking about 457 00:14:14,070 --> 00:14:15,160 the different things that do 458 00:14:15,160 --> 00:14:17,080 impact individuals and groups as 459 00:14:17,080 --> 00:14:18,360 they change with new systems 460 00:14:18,360 --> 00:14:22,550 and capabilities. Okay great. So 461 00:14:22,550 --> 00:14:24,280 Julie, I want to kick 462 00:14:24,290 --> 00:14:25,730 things off with you, but 463 00:14:25,940 --> 00:14:27,430 everybody has their own best 464 00:14:27,430 --> 00:14:28,490 practice and one of the 465 00:14:28,490 --> 00:14:29,560 things I think all of 466 00:14:29,560 --> 00:14:30,930 us can agree from our 467 00:14:30,930 --> 00:14:33,480 experience in change management is 468 00:14:33,480 --> 00:14:35,280 their... it's not one size 469 00:14:35,280 --> 00:14:36,490 fits all. There is not 470 00:14:36,490 --> 00:14:38,370 one approach or one methodology 471 00:14:38,370 --> 00:14:39,810 that is the best, but 472 00:14:39,810 --> 00:14:40,850 you really need to look 473 00:14:40,850 --> 00:14:41,900 at what is best for 474 00:14:41,900 --> 00:14:44,160 you and your organization? So 475 00:14:44,160 --> 00:14:46,870 Julie, I'll move to this 476 00:14:46,870 --> 00:14:47,970 slide I believe is what 477 00:14:47,970 --> 00:14:48,880 you want me to cover. 478 00:14:48,900 --> 00:14:51,700 Yeah. Hear from you as 479 00:14:51,700 --> 00:14:53,310 to what was the best 480 00:14:53,310 --> 00:14:55,290 approaches and practices for you and 481 00:14:55,450 --> 00:14:57,560 your organization to manage and 482 00:14:57,560 --> 00:15:01,490 adopt change. Right. Well part 483 00:15:01,490 --> 00:15:02,890 of our change and Dean 484 00:15:02,890 --> 00:15:04,380 alluded to this, was it 485 00:15:04,380 --> 00:15:05,730 was part of a large 486 00:15:05,730 --> 00:15:07,330 enterprise initiative and it was 487 00:15:07,330 --> 00:15:10,900 across... it affected every employee, 488 00:15:10,900 --> 00:15:12,070 and so as part of 489 00:15:12,070 --> 00:15:13,420 it, it was a little 490 00:15:13,420 --> 00:15:15,200 bit of packaged up within 491 00:15:15,200 --> 00:15:17,500 that big enterprise change. But 492 00:15:17,500 --> 00:15:19,460 within that big enterprise change 493 00:15:19,460 --> 00:15:21,310 from an awareness perspective, we 494 00:15:21,310 --> 00:15:22,880 created what we call change 495 00:15:22,880 --> 00:15:25,530 network leads. So across all 496 00:15:25,530 --> 00:15:26,660 our different companies and our 497 00:15:26,660 --> 00:15:29,530 organizations, we created a lead 498 00:15:29,530 --> 00:15:32,110 person that, that was a 499 00:15:32,110 --> 00:15:33,230 role, right? Was to be 500 00:15:33,230 --> 00:15:35,500 the change advocate, so they 501 00:15:35,500 --> 00:15:36,930 would... we would communicate with 502 00:15:36,930 --> 00:15:37,660 them and then they would 503 00:15:37,660 --> 00:15:39,970 go back to their folks 504 00:15:40,110 --> 00:15:41,370 at their company and they 505 00:15:41,370 --> 00:15:43,450 would be able to inform 506 00:15:43,450 --> 00:15:44,530 their people about where the 507 00:15:44,530 --> 00:15:46,440 project was at, and then 508 00:15:46,440 --> 00:15:48,250 they would advocate the changes 509 00:15:48,250 --> 00:15:49,800 that were happening. So that 510 00:15:49,800 --> 00:15:51,800 was very helpful throughout the 511 00:15:51,800 --> 00:15:57,350 project. And the model that 512 00:15:57,350 --> 00:15:58,830 you displayed right now, is 513 00:15:58,830 --> 00:15:59,980 that a method that you 514 00:15:59,980 --> 00:16:04,440 used? Yeah. I would say 515 00:16:04,550 --> 00:16:06,440 we don't maybe use it 516 00:16:06,550 --> 00:16:08,730 formally. Maybe more- Right. We 517 00:16:08,730 --> 00:16:10,470 think about it when we use project 518 00:16:10,470 --> 00:16:13,760 management more informally, but definitely 519 00:16:14,190 --> 00:16:15,230 as I thought through this 520 00:16:15,230 --> 00:16:17,940 project, it does fall into 521 00:16:17,940 --> 00:16:22,180 the same model. Okay. And 522 00:16:22,180 --> 00:16:23,670 I would say one of 523 00:16:23,670 --> 00:16:25,120 the most important things back 524 00:16:25,120 --> 00:16:26,880 on the other slide and 525 00:16:27,400 --> 00:16:28,900 following up to what Laurie 526 00:16:28,900 --> 00:16:30,480 said is that I think 527 00:16:30,480 --> 00:16:32,130 the reinforcement piece of it 528 00:16:32,460 --> 00:16:33,520 at the end of that 529 00:16:33,520 --> 00:16:35,890 change is really important. It's 530 00:16:35,890 --> 00:16:37,860 just having those open lines 531 00:16:37,860 --> 00:16:39,590 of communication for folks to 532 00:16:40,830 --> 00:16:43,290 continue to adapt to the 533 00:16:43,290 --> 00:16:46,140 changes that have happened. Okay. 534 00:16:47,150 --> 00:16:48,070 You guys had shared with 535 00:16:48,070 --> 00:16:49,050 me when we were prepping 536 00:16:49,050 --> 00:16:50,590 for this, and I think 537 00:16:50,590 --> 00:16:52,410 you just mentioned it Laurie, 538 00:16:52,670 --> 00:16:54,440 but Dean, you mentioned the 539 00:16:54,440 --> 00:16:56,110 train the trainer model that was 540 00:16:56,110 --> 00:16:58,620 very successful in managing change. 541 00:16:59,060 --> 00:17:01,440 Then Julie, your change advocates, 542 00:17:01,440 --> 00:17:03,050 were those the power users 543 00:17:03,050 --> 00:17:04,160 that you were mentioning to 544 00:17:04,160 --> 00:17:08,260 us earlier? No, so we 545 00:17:08,260 --> 00:17:09,220 had talked about training the 546 00:17:09,220 --> 00:17:10,640 trainer and that was more 547 00:17:10,640 --> 00:17:12,990 specific to the support centers. 548 00:17:13,800 --> 00:17:15,630 So we trained... we picked 549 00:17:15,630 --> 00:17:17,420 out a subject matter expert 550 00:17:17,420 --> 00:17:18,640 at the support centers and 551 00:17:18,640 --> 00:17:19,720 then train them, so that 552 00:17:19,720 --> 00:17:20,820 they can then in turn go 553 00:17:20,820 --> 00:17:25,690 train their support team, but 554 00:17:25,690 --> 00:17:26,850 they were not the same as 555 00:17:26,850 --> 00:17:29,700 the change network leaders. Okay. 556 00:17:31,280 --> 00:17:32,340 It was funny when Laurie 557 00:17:32,340 --> 00:17:33,370 mentioned, I was thinking about 558 00:17:33,370 --> 00:17:35,690 that I visualize those people 559 00:17:35,690 --> 00:17:37,220 as change advocates because they 560 00:17:37,220 --> 00:17:38,890 represented the application back to the people 561 00:17:38,890 --> 00:17:40,080 I was most concerned with, 562 00:17:40,800 --> 00:17:42,190 but I think from the 563 00:17:42,210 --> 00:17:43,960 change management perspective, it was 564 00:17:44,190 --> 00:17:46,700 really more the change leads 565 00:17:47,350 --> 00:17:48,280 that you were talking about 566 00:17:48,300 --> 00:17:50,690 Julie. So essentially there were 567 00:17:50,690 --> 00:17:52,150 two different dynamics going on 568 00:17:52,150 --> 00:17:55,660 there. Okay, and Dean, you've 569 00:17:55,660 --> 00:17:57,310 been very passionate about expressing 570 00:17:57,310 --> 00:17:58,880 that a good project management is important in 571 00:17:59,930 --> 00:18:02,070 the overall change management strategy, 572 00:18:02,070 --> 00:18:03,120 as well as the migration. 573 00:18:03,120 --> 00:18:04,710 Could you speak to that? 574 00:18:07,330 --> 00:18:08,750 Yeah. It's important. Having a 575 00:18:08,750 --> 00:18:10,850 good project manager is important, 576 00:18:12,320 --> 00:18:13,500 and it's... we talk about 577 00:18:13,500 --> 00:18:14,920 this a lot and it's 578 00:18:14,920 --> 00:18:15,940 one of those things that 579 00:18:15,940 --> 00:18:18,900 I struggle with defining what 580 00:18:18,900 --> 00:18:20,920 exactly good project management is 581 00:18:20,920 --> 00:18:23,330 and it's definitely one of those things when 582 00:18:23,330 --> 00:18:25,140 you see it. But I 583 00:18:25,170 --> 00:18:28,000 think to the extent that 584 00:18:28,140 --> 00:18:30,680 individual contributors within a project 585 00:18:30,680 --> 00:18:32,130 can focus on their deliverables 586 00:18:32,170 --> 00:18:34,500 and their tasks and not 587 00:18:34,500 --> 00:18:35,350 really have to worry so 588 00:18:35,350 --> 00:18:36,520 much about what everybody else 589 00:18:36,520 --> 00:18:38,350 is doing, and not have 590 00:18:38,350 --> 00:18:39,210 to think about those other 591 00:18:39,210 --> 00:18:40,260 things. They can just stay 592 00:18:40,260 --> 00:18:42,230 on target and do their 593 00:18:42,230 --> 00:18:44,930 thing. We really had that 594 00:18:44,990 --> 00:18:46,540 luxury in this project, and 595 00:18:46,960 --> 00:18:50,340 when you're dealing with a complex environment, 596 00:18:51,080 --> 00:18:53,530 a complex transition, it's nice 597 00:18:53,800 --> 00:18:54,540 for me if you're in 598 00:18:54,540 --> 00:18:56,140 a technical role to not 599 00:18:56,140 --> 00:18:57,510 have to worry about the 600 00:18:57,510 --> 00:19:00,240 soft aspects dealing with customers 601 00:19:00,240 --> 00:19:03,190 that are not really liking 602 00:19:03,190 --> 00:19:05,370 what they're having to go through. So- 603 00:19:05,370 --> 00:19:07,650 Yeah, we're good. This change 604 00:19:07,650 --> 00:19:09,620 is a result of having 605 00:19:09,620 --> 00:19:12,190 good technology and a good champion to tie 606 00:19:12,190 --> 00:19:14,610 into your project management. So 607 00:19:14,610 --> 00:19:16,240 you've spoken to us about 608 00:19:16,240 --> 00:19:17,390 it's a bigger picture than 609 00:19:17,390 --> 00:19:18,970 that, and that vision and 610 00:19:19,040 --> 00:19:20,880 that liaison and that partnership 611 00:19:20,880 --> 00:19:22,480 is really important. So could 612 00:19:22,480 --> 00:19:23,470 you elaborate a little bit 613 00:19:23,470 --> 00:19:26,310 more on the technology champion 614 00:19:26,310 --> 00:19:27,700 and partnership that you were 615 00:19:28,030 --> 00:19:29,610 looking to make sure moves 616 00:19:29,610 --> 00:19:30,860 you forward with what you're 617 00:19:30,860 --> 00:19:34,750 trying to achieve? Yeah. It 618 00:19:34,750 --> 00:19:35,770 worked well. That happened in 619 00:19:35,770 --> 00:19:37,410 real time when we had 620 00:19:37,410 --> 00:19:39,480 selected Genesys to partner with 621 00:19:39,480 --> 00:19:42,580 on this. In terms of 622 00:19:42,630 --> 00:19:44,210 this being our primary platform, 623 00:19:45,490 --> 00:19:46,740 this project wasn't in scope 624 00:19:46,740 --> 00:19:48,290 yet. I was generally aware 625 00:19:48,290 --> 00:19:50,200 that there was some capabilities 626 00:19:50,200 --> 00:19:51,110 we'd be able to leverage, 627 00:19:51,110 --> 00:19:53,280 but it didn't really crystallize 628 00:19:53,440 --> 00:19:55,520 until the requirements for the 629 00:19:55,520 --> 00:19:58,790 project popped up. So that 630 00:19:58,790 --> 00:20:00,010 forced us or gave us 631 00:20:00,010 --> 00:20:03,410 the opportunity to give our 632 00:20:03,700 --> 00:20:05,040 customers some options on how 633 00:20:05,040 --> 00:20:07,310 they managed their workflows and 634 00:20:07,310 --> 00:20:10,190 how we interacted with the 635 00:20:10,190 --> 00:20:12,670 application and going the speech 636 00:20:12,970 --> 00:20:14,140 piece and the language piece 637 00:20:14,140 --> 00:20:15,310 was a big component of 638 00:20:15,310 --> 00:20:18,170 that. We shifted from using 639 00:20:18,470 --> 00:20:19,930 traditional white files and audio 640 00:20:19,930 --> 00:20:21,840 files, which worked very well 641 00:20:21,840 --> 00:20:24,140 for quite a while and we 642 00:20:24,160 --> 00:20:25,740 shifted into more of a 643 00:20:25,740 --> 00:20:27,970 text to speech capability of 644 00:20:27,970 --> 00:20:29,550 multiple language text to speech 645 00:20:29,550 --> 00:20:33,940 capability, which that was interesting. 646 00:20:34,360 --> 00:20:35,220 A lot of people learned 647 00:20:35,220 --> 00:20:36,100 a lot of things about 648 00:20:37,020 --> 00:20:40,140 other languages. It allowed us 649 00:20:40,310 --> 00:20:46,820 to use some capabilities of PureCloud 650 00:20:47,740 --> 00:20:48,570 to pretty good effect, so it was nice. Okay, and the last piece because it's one 651 00:20:48,570 --> 00:20:50,880 of my favorites on how 652 00:20:50,880 --> 00:20:54,170 before we get to Laurie 653 00:20:54,220 --> 00:20:56,440 is Julie, and you mentioned 654 00:20:56,440 --> 00:20:58,290 earlier the reinforcement and the 655 00:20:58,290 --> 00:20:59,820 creative ideas, so could you 656 00:20:59,820 --> 00:21:01,360 explain how you were leveraging 657 00:21:02,300 --> 00:21:02,950 and some of the other 658 00:21:02,950 --> 00:21:05,640 creative ideas to help reinforce 659 00:21:06,100 --> 00:21:09,240 adopting change? Sure, so we 660 00:21:09,240 --> 00:21:10,520 set up a team site, 661 00:21:10,520 --> 00:21:12,330 or I should say the 662 00:21:12,330 --> 00:21:15,470 tech... the telephony team set 663 00:21:15,470 --> 00:21:17,000 up a team site and 664 00:21:17,000 --> 00:21:18,170 we use that team site 665 00:21:18,170 --> 00:21:19,050 for people to be able 666 00:21:19,050 --> 00:21:20,710 to ask questions all throughout 667 00:21:20,710 --> 00:21:22,420 the project. We tried to 668 00:21:22,420 --> 00:21:23,270 get away from all the 669 00:21:23,270 --> 00:21:26,550 emails flooding our box and 670 00:21:26,550 --> 00:21:27,830 rather have them ask the 671 00:21:27,830 --> 00:21:29,400 questions directly in there and 672 00:21:29,400 --> 00:21:31,970 we created global groups within 673 00:21:31,970 --> 00:21:33,390 the team site. So we 674 00:21:33,390 --> 00:21:35,320 could section it off a 675 00:21:35,320 --> 00:21:37,010 little bit, but... so they're 676 00:21:37,020 --> 00:21:38,080 able to come in there 677 00:21:38,080 --> 00:21:39,310 and ask questions of the 678 00:21:39,310 --> 00:21:42,120 team and get support around 679 00:21:42,120 --> 00:21:44,750 the clock. Then also, Dean 680 00:21:44,750 --> 00:21:45,680 has set up a great 681 00:21:45,680 --> 00:21:47,470 Yammer group site so that 682 00:21:48,010 --> 00:21:49,590 ongoing, he could put in 683 00:21:49,590 --> 00:21:50,510 there if there is any 684 00:21:50,510 --> 00:21:52,130 issues or tips and tricks 685 00:21:52,130 --> 00:21:53,270 that come up. He posts 686 00:21:53,270 --> 00:21:54,440 that on the Yammer group 687 00:21:54,440 --> 00:21:56,670 and people can subscribe to that 688 00:21:57,240 --> 00:21:58,770 and watch that. So it's 689 00:21:58,770 --> 00:22:00,980 been a really good way 690 00:22:00,980 --> 00:22:02,950 to handle that change across 691 00:22:02,950 --> 00:22:04,180 the organization and get that 692 00:22:04,180 --> 00:22:07,550 communication out ongoing. And again, 693 00:22:07,550 --> 00:22:09,110 it reinforces that there's not 694 00:22:09,110 --> 00:22:10,910 one methodology, it really is 695 00:22:10,910 --> 00:22:12,080 what fits best in your 696 00:22:12,110 --> 00:22:15,120 organization. So let's talk about 697 00:22:15,120 --> 00:22:15,840 some of the things that 698 00:22:15,840 --> 00:22:16,960 you've seen with the clients 699 00:22:16,960 --> 00:22:18,980 that you support and how 700 00:22:18,980 --> 00:22:21,040 you help them navigate through 701 00:22:21,040 --> 00:22:22,840 change management. So did you 702 00:22:22,840 --> 00:22:23,590 want me to flip to 703 00:22:23,590 --> 00:22:24,550 a slide here, or are 704 00:22:24,550 --> 00:22:27,770 you just going to I 705 00:22:27,770 --> 00:22:29,020 think it'll nicely tie in 706 00:22:29,020 --> 00:22:30,170 some of the things that 707 00:22:30,500 --> 00:22:31,910 Julie and Dean are pointing 708 00:22:31,910 --> 00:22:36,340 out here. So the project 709 00:22:36,340 --> 00:22:38,460 management methodology along with the change 710 00:22:38,460 --> 00:22:40,360 management methodology kind of working 711 00:22:40,360 --> 00:22:41,600 hand in hand, right? Whether 712 00:22:42,320 --> 00:22:44,420 it's a formal methodology, so 713 00:22:44,770 --> 00:22:46,810 refer to ADKAR from Prosci 714 00:22:47,120 --> 00:22:48,320 and that's where I was 715 00:22:48,800 --> 00:22:51,210 trained and the ADKAR for anyone 716 00:22:51,210 --> 00:22:52,900 that's not familiar is awareness, 717 00:22:52,900 --> 00:22:55,340 desire, knowledge, ability and reinforcement. 718 00:22:55,340 --> 00:22:56,600 And as Julie's chart showed, 719 00:22:56,600 --> 00:22:57,730 it gives you a structure 720 00:22:57,730 --> 00:22:59,370 for thinking about how individuals 721 00:22:59,370 --> 00:23:01,140 change and therefore how an 722 00:23:01,140 --> 00:23:03,480 organization might change. The other 723 00:23:03,480 --> 00:23:05,330 thing that I like about 724 00:23:05,330 --> 00:23:07,670 that concept of how Prosci 725 00:23:07,670 --> 00:23:09,300 teaches it and again, other 726 00:23:09,300 --> 00:23:10,860 methodologies are very similar, but 727 00:23:10,860 --> 00:23:11,610 that's just the one I 728 00:23:11,610 --> 00:23:13,060 know and have written about 729 00:23:13,060 --> 00:23:15,830 and everything, but back on 730 00:23:15,830 --> 00:23:17,760 slide A is that it 731 00:23:17,760 --> 00:23:19,470 aligns with a project management 732 00:23:19,470 --> 00:23:20,940 methodology in the sense of 733 00:23:20,940 --> 00:23:22,560 starting early, right? So you 734 00:23:22,560 --> 00:23:23,960 see the preparing for it, 735 00:23:23,960 --> 00:23:25,510 that's getting the right resources 736 00:23:25,510 --> 00:23:26,910 lined up and building out 737 00:23:26,910 --> 00:23:28,140 plans and thinking about all 738 00:23:28,140 --> 00:23:30,350 the different elements. Managing the 739 00:23:30,350 --> 00:23:32,360 change as you're actually planning 740 00:23:32,360 --> 00:23:34,460 and implementing and then reinforcing 741 00:23:34,460 --> 00:23:36,070 the Yammer and teams groups 742 00:23:36,070 --> 00:23:39,840 being good examples. Metrics, celebrations, 743 00:23:39,840 --> 00:23:40,840 all kinds of things come 744 00:23:40,840 --> 00:23:42,710 into play there, right? So 745 00:23:42,710 --> 00:23:44,530 whatever methodology someone uses, the 746 00:23:44,530 --> 00:23:46,410 principals can be very similar 747 00:23:46,410 --> 00:23:49,200 and I always emphasize to 748 00:23:49,480 --> 00:23:50,940 our clients that even if 749 00:23:50,940 --> 00:23:52,060 you don't go to some 750 00:23:52,060 --> 00:23:53,370 kind of formal methodology, and 751 00:23:53,370 --> 00:23:55,410 again project management's similar. Not 752 00:23:55,410 --> 00:23:56,760 everybody runs a project with 753 00:23:56,760 --> 00:23:59,480 a certified PMP, right? But 754 00:23:59,480 --> 00:24:01,220 if you apply the principles 755 00:24:01,360 --> 00:24:02,700 that go with PMP, just 756 00:24:02,700 --> 00:24:04,050 like you do with change 757 00:24:04,050 --> 00:24:06,270 management of doing it throughout 758 00:24:06,270 --> 00:24:08,760 the project, having multiple elements 759 00:24:08,760 --> 00:24:10,020 to it, that includes more 760 00:24:10,020 --> 00:24:10,930 than just" Hey, I'm going 761 00:24:11,050 --> 00:24:12,020 to train you before we 762 00:24:12,020 --> 00:24:14,420 go live next week." Or 763 00:24:14,420 --> 00:24:15,450 an email that comes out 764 00:24:15,450 --> 00:24:16,140 and says, " Hey, we're getting 765 00:24:16,140 --> 00:24:17,680 this new system and be 766 00:24:17,680 --> 00:24:18,630 aware, you'll get some new 767 00:24:18,640 --> 00:24:20,990 training." No, it's engaging and 768 00:24:20,990 --> 00:24:22,400 they gave great examples getting 769 00:24:22,400 --> 00:24:23,950 people involved early on and 770 00:24:23,950 --> 00:24:24,980 having a say in what 771 00:24:24,980 --> 00:24:27,400 things look like, and helping 772 00:24:27,400 --> 00:24:30,210 people along. Having supervisors help 773 00:24:30,210 --> 00:24:32,250 their direct staff and having 774 00:24:32,250 --> 00:24:34,040 executives. You mentioned the champion, 775 00:24:34,040 --> 00:24:35,430 the sponsorship, these are all 776 00:24:35,430 --> 00:24:36,740 things that are really important 777 00:24:36,740 --> 00:24:37,960 to the success, and they 778 00:24:37,960 --> 00:24:39,510 live throughout the project. They're 779 00:24:39,510 --> 00:24:41,130 not just an event in time, 780 00:24:41,750 --> 00:24:42,850 they're certainly not just an 781 00:24:42,850 --> 00:24:43,730 event right at the cut 782 00:24:43,730 --> 00:24:45,540 over. They start early and 783 00:24:45,540 --> 00:24:48,300 they're continuous throughout the project. 784 00:24:48,300 --> 00:24:51,980 So communication, coaching, managing the 785 00:24:51,980 --> 00:24:53,900 resistance that occurs. You have 786 00:24:53,900 --> 00:24:55,230 to help each individual through 787 00:24:55,240 --> 00:24:56,580 the process, and as you 788 00:24:56,580 --> 00:24:57,890 do, you're bringing... we talked 789 00:24:57,890 --> 00:24:58,770 about the journey and the 790 00:24:58,770 --> 00:25:00,330 guard rails, right? We're bringing 791 00:25:00,330 --> 00:25:01,680 everybody along the journey and 792 00:25:01,680 --> 00:25:02,970 hopefully keeping them within the 793 00:25:03,300 --> 00:25:04,650 guardrails as we get to 794 00:25:05,050 --> 00:25:07,250 that destination, and then have 795 00:25:07,250 --> 00:25:08,130 some fun when we get 796 00:25:08,130 --> 00:25:09,340 there, right? That we're going 797 00:25:09,340 --> 00:25:10,430 to enjoy this new place 798 00:25:10,430 --> 00:25:11,390 we've gotten to and get 799 00:25:11,390 --> 00:25:12,650 the benefits out of it 800 00:25:13,040 --> 00:25:14,040 that help our company, our 801 00:25:14,040 --> 00:25:16,420 customers, our staff. That's really 802 00:25:16,420 --> 00:25:19,130 the goal. Great. All right 803 00:25:19,130 --> 00:25:20,830 and as you were indicating 804 00:25:21,420 --> 00:25:22,770 how we get there and 805 00:25:22,770 --> 00:25:24,340 its real life, so we talked 806 00:25:24,340 --> 00:25:25,750 about the why and the how 807 00:25:25,750 --> 00:25:26,830 and the real life with 808 00:25:26,830 --> 00:25:29,270 the examples of Coke, but 809 00:25:29,320 --> 00:25:30,860 life does get real and 810 00:25:30,860 --> 00:25:32,040 in the midst of the COVID- 811 00:25:32,070 --> 00:25:33,840 19, I thought maybe let's 812 00:25:33,840 --> 00:25:35,500 just speak to a few 813 00:25:35,500 --> 00:25:39,130 points Dean and Laurie, can 814 00:25:39,130 --> 00:25:40,810 you imagine if you didn't 815 00:25:40,810 --> 00:25:42,040 move to the cloud? Some 816 00:25:42,040 --> 00:25:43,210 of the challenges you may 817 00:25:43,210 --> 00:25:45,080 have faced, or what challenges 818 00:25:45,080 --> 00:25:46,520 did you not face in 819 00:25:46,520 --> 00:25:48,070 the midst of COVID, because 820 00:25:48,070 --> 00:25:50,510 you've had the agility of 821 00:25:50,510 --> 00:25:52,010 this new type of solution 822 00:25:52,010 --> 00:25:54,210 you've implemented. So Dean, any 823 00:25:54,210 --> 00:25:57,310 thoughts to share? Well yeah, it would have been 824 00:25:57,960 --> 00:26:00,250 a circus. That's for sure. 825 00:26:00,800 --> 00:26:02,480 The timing of it was 826 00:26:02,910 --> 00:26:05,420 very fortunate for us. Like 827 00:26:05,420 --> 00:26:07,000 we had talked about, this 828 00:26:06,970 --> 00:26:08,140 had been part of a 829 00:26:08,140 --> 00:26:11,140 much larger effort and it 830 00:26:11,140 --> 00:26:13,320 came together pretty nicely. The 831 00:26:14,960 --> 00:26:16,430 outcome of that, the benefit of 832 00:26:16,430 --> 00:26:18,620 that was not just the 833 00:26:18,620 --> 00:26:19,660 basic fact that we could 834 00:26:19,660 --> 00:26:21,500 have all of the resources work 835 00:26:21,500 --> 00:26:22,630 from home, which we did 836 00:26:22,630 --> 00:26:23,700 and we did it globally. 837 00:26:24,080 --> 00:26:27,290 That included China and India 838 00:26:27,290 --> 00:26:29,630 and Poland, that was very 839 00:26:29,630 --> 00:26:31,450 nice. The real outcome for 840 00:26:31,450 --> 00:26:34,690 all that was that my 841 00:26:34,690 --> 00:26:36,520 customer, which in this case 842 00:26:36,520 --> 00:26:38,420 were HR and IT contact 843 00:26:38,420 --> 00:26:39,980 center, service centers, they were 844 00:26:39,980 --> 00:26:41,510 able to serve their customers 845 00:26:41,510 --> 00:26:43,140 who had a whole other 846 00:26:43,140 --> 00:26:44,320 set of issues pop up. 847 00:26:44,970 --> 00:26:46,590 They were able- Serve those customers 848 00:26:46,590 --> 00:26:48,650 and take an increased amount 849 00:26:48,650 --> 00:26:50,600 of volume because of that 850 00:26:50,600 --> 00:26:53,230 situation, and not have to 851 00:26:53,230 --> 00:26:54,280 worry about the tool that 852 00:26:54,280 --> 00:26:55,090 they were using to do 853 00:26:55,090 --> 00:26:57,580 it. It just happened basically 854 00:26:57,580 --> 00:26:59,350 par for the course. They 855 00:26:59,410 --> 00:27:00,830 didn't really have to worry 856 00:27:00,830 --> 00:27:02,030 about it too much and 857 00:27:02,460 --> 00:27:05,830 that was very nice. Good, and Laurie, 858 00:27:05,830 --> 00:27:08,530 given that companies are involved 859 00:27:08,530 --> 00:27:09,900 in migration are already moving 860 00:27:09,900 --> 00:27:11,700 towards a new normal, how 861 00:27:11,700 --> 00:27:14,100 has the COVID situation impacted 862 00:27:14,840 --> 00:27:18,250 your organization and strategy? Yeah, 863 00:27:18,270 --> 00:27:19,670 so I mean we've been... 864 00:27:19,890 --> 00:27:21,870 as consultants, we're helping people 865 00:27:21,870 --> 00:27:23,600 with cloud solutions or deciding 866 00:27:23,600 --> 00:27:24,300 should they go to the 867 00:27:24,300 --> 00:27:25,470 cloud all the time, right? 868 00:27:25,470 --> 00:27:26,390 For years we've been doing 869 00:27:26,390 --> 00:27:29,500 that and there was definitely 870 00:27:29,500 --> 00:27:31,570 lots of momentum, but this 871 00:27:31,570 --> 00:27:33,560 is a breakthrough, right? I 872 00:27:33,560 --> 00:27:35,330 say people that were entrenched 873 00:27:35,330 --> 00:27:36,180 in their bunker of like, " 874 00:27:36,200 --> 00:27:38,160 Oh no, I'm afraid or 875 00:27:38,160 --> 00:27:40,240 it's too expensive over time. I want 876 00:27:40,800 --> 00:27:43,600 have control." Those barriers got 877 00:27:43,600 --> 00:27:45,660 busted pretty fast with COVID. 878 00:27:45,660 --> 00:27:46,690 So a lot of people 879 00:27:46,690 --> 00:27:47,570 were on cloud and they 880 00:27:47,570 --> 00:27:48,630 could take advantage of it 881 00:27:48,900 --> 00:27:51,730 anytime, anywhere model. It's never 882 00:27:51,730 --> 00:27:53,010 been a better time for 883 00:27:53,010 --> 00:27:55,230 that. I wrote an article 884 00:27:55,230 --> 00:27:56,650 recently about resiliency and I 885 00:27:56,650 --> 00:27:58,020 put cloud as my number 886 00:27:58,020 --> 00:28:00,600 one technology enabler, right? It 887 00:28:00,600 --> 00:28:02,520 really helps people and Coke's 888 00:28:02,520 --> 00:28:03,740 example of they were ready 889 00:28:03,740 --> 00:28:04,940 to do that. So I 890 00:28:04,940 --> 00:28:06,650 think it's really taken the 891 00:28:06,650 --> 00:28:09,130 resistant leaders, whether they were 892 00:28:09,560 --> 00:28:10,890 IT or finance or whatever department 893 00:28:11,470 --> 00:28:12,980 they were in, it's been 894 00:28:12,980 --> 00:28:14,060 a breakthrough to say, " Wow, 895 00:28:14,470 --> 00:28:15,190 we got to do this. 896 00:28:15,190 --> 00:28:16,080 We got to make sure 897 00:28:16,080 --> 00:28:17,160 our people are safe." That 898 00:28:17,160 --> 00:28:18,210 could be home agents. It 899 00:28:18,210 --> 00:28:19,790 could... we have clients that 900 00:28:19,790 --> 00:28:21,140 have scattered people in buildings, 901 00:28:21,140 --> 00:28:22,940 right? Back office people work 902 00:28:22,940 --> 00:28:24,610 from home and contact center 903 00:28:24,610 --> 00:28:25,710 people are spread out in 904 00:28:25,710 --> 00:28:27,680 other buildings. There's different models 905 00:28:27,680 --> 00:28:28,650 that people have done to 906 00:28:28,650 --> 00:28:30,000 keep their staff safe. Not 907 00:28:30,000 --> 00:28:31,320 everybody can work from home 908 00:28:31,320 --> 00:28:33,510 easily. Right. So those are 909 00:28:33,970 --> 00:28:35,100 some neat things that we've 910 00:28:35,100 --> 00:28:36,960 seen in terms of the 911 00:28:36,960 --> 00:28:38,900 reaction and the resiliency that 912 00:28:38,900 --> 00:28:41,420 people have. I think we 913 00:28:41,420 --> 00:28:42,680 just need to recognize that 914 00:28:42,680 --> 00:28:44,960 need for agility going forward, 915 00:28:44,960 --> 00:28:47,360 whether it's whatever else coronavirus 916 00:28:47,360 --> 00:28:48,410 throws at us or other 917 00:28:48,410 --> 00:28:50,240 things that businesses are changing. 918 00:28:50,380 --> 00:28:51,550 It's no longer just like, " 919 00:28:51,780 --> 00:28:52,390 Oh, we might have a 920 00:28:52,390 --> 00:28:54,220 hurricane, we need business continuity 921 00:28:54,220 --> 00:28:56,130 disaster recovery." Right? We are 922 00:28:56,410 --> 00:28:58,690 volume is volatile and some 923 00:28:58,690 --> 00:29:00,080 places it's up like crazy, 924 00:29:00,080 --> 00:29:01,390 some places it's down like 925 00:29:01,390 --> 00:29:03,020 crazy and then we just 926 00:29:03,020 --> 00:29:04,120 need this agility to be 927 00:29:04,120 --> 00:29:06,060 able to move to home, 928 00:29:06,060 --> 00:29:07,330 move to other buildings, maybe 929 00:29:07,330 --> 00:29:09,880 some move back hopefully. Okay. 930 00:29:09,930 --> 00:29:11,520 Lots of things. It's a 931 00:29:11,520 --> 00:29:13,010 change game and in that 932 00:29:13,010 --> 00:29:14,330 article, I mentioned the resiliency 933 00:29:14,330 --> 00:29:15,660 article. I emphasize that you got 934 00:29:15,660 --> 00:29:16,520 to have a plan that 935 00:29:16,520 --> 00:29:17,930 thinks about all these things 936 00:29:17,930 --> 00:29:18,950 and that you're ready. A 937 00:29:18,950 --> 00:29:19,670 lot of people did it 938 00:29:19,670 --> 00:29:21,120 on the fly, but now's 939 00:29:21,120 --> 00:29:21,940 the time and cloud's a 940 00:29:21,940 --> 00:29:24,560 huge enabler for that. So 941 00:29:24,560 --> 00:29:26,060 Dean, what's the new normal 942 00:29:26,060 --> 00:29:31,020 for your organization? Well I don't 943 00:29:31,270 --> 00:29:33,470 know. We maybe in it, right? 944 00:29:33,980 --> 00:29:35,620 This may be it. We 945 00:29:35,620 --> 00:29:36,820 are currently that I have 946 00:29:36,820 --> 00:29:38,080 been seeing and I'm sure 947 00:29:38,490 --> 00:29:40,580 Julie's seen some chatter about 948 00:29:40,580 --> 00:29:41,910 coming back into the office, 949 00:29:43,020 --> 00:29:45,340 and I think people start coming 950 00:29:45,340 --> 00:29:47,330 in in small groups, and 951 00:29:48,260 --> 00:29:48,900 people want to get out of 952 00:29:48,930 --> 00:29:50,070 the house. I know that, 953 00:29:50,700 --> 00:29:51,540 but I think- A lot 954 00:29:51,540 --> 00:29:54,180 of people will probably adjust 955 00:29:54,690 --> 00:29:55,900 their perspective on this as 956 00:29:55,900 --> 00:29:58,920 a result. Julie, before I 957 00:29:58,920 --> 00:30:00,080 ask you for some final 958 00:30:00,080 --> 00:30:02,410 thoughts and recommendations, would love 959 00:30:02,410 --> 00:30:05,080 to hear what is the 960 00:30:05,080 --> 00:30:07,780 new normal to you? Yeah. 961 00:30:08,400 --> 00:30:09,560 I mean personally, I think 962 00:30:09,560 --> 00:30:10,730 the new normal for me 963 00:30:10,730 --> 00:30:11,950 is working from home. I 964 00:30:13,720 --> 00:30:15,010 kind of like this environment. 965 00:30:15,010 --> 00:30:16,410 I know others don't and 966 00:30:16,860 --> 00:30:18,670 it's just not conducive to 967 00:30:18,670 --> 00:30:23,080 them, but... yeah, the cloud and 968 00:30:23,240 --> 00:30:29,160 the internet connectivity has really 969 00:30:29,160 --> 00:30:30,780 played into this, right? I 970 00:30:30,780 --> 00:30:33,450 mean, it's all what we're doing now 971 00:30:33,450 --> 00:30:36,830 for work. Okay. So as we start 972 00:30:36,890 --> 00:30:38,430 to wrap up this conversation 973 00:30:38,430 --> 00:30:39,780 of change management as we 974 00:30:39,780 --> 00:30:41,700 see, it's broad in many 975 00:30:41,700 --> 00:30:43,510 different things, not just technology 976 00:30:43,510 --> 00:30:44,700 but just what the new 977 00:30:44,700 --> 00:30:47,220 normal is. Julie, any final 978 00:30:47,220 --> 00:30:49,020 thoughts or recommendations that you 979 00:30:49,020 --> 00:30:50,900 want to reiterate and emphasize? 980 00:30:50,940 --> 00:30:52,310 Because you and your team 981 00:30:52,310 --> 00:30:54,770 just did such remarkable things 982 00:30:54,770 --> 00:30:56,240 that at times, I can just 983 00:30:56,240 --> 00:30:57,610 think you're like, " Well that's 984 00:30:57,610 --> 00:30:58,950 just business as usual." But 985 00:30:58,950 --> 00:31:00,000 it was incredible that the 986 00:31:01,040 --> 00:31:02,680 accomplishments that you did with 987 00:31:02,680 --> 00:31:05,650 the languages, getting people to 988 00:31:05,650 --> 00:31:07,710 let things go, so please 989 00:31:07,710 --> 00:31:09,530 share with us any final... 990 00:31:10,280 --> 00:31:11,990 recommendations and sing the praises 991 00:31:11,990 --> 00:31:14,750 of your team. Well yeah, 992 00:31:15,380 --> 00:31:17,270 it was definitely a team 993 00:31:17,270 --> 00:31:18,210 event, right? It takes a 994 00:31:18,210 --> 00:31:20,750 great team, but I would 995 00:31:20,750 --> 00:31:22,330 just say from a recommendation 996 00:31:22,330 --> 00:31:25,120 is to develop that organizational 997 00:31:25,120 --> 00:31:27,230 change framework and those guardrails 998 00:31:27,230 --> 00:31:28,730 that we talked about, and 999 00:31:28,730 --> 00:31:29,580 then tune it as you 1000 00:31:29,580 --> 00:31:30,860 apply the model to your 1001 00:31:30,870 --> 00:31:33,290 projects and your changes. You're 1002 00:31:33,350 --> 00:31:33,980 not going to get it 1003 00:31:33,980 --> 00:31:35,440 right the first time, right? 1004 00:31:35,480 --> 00:31:39,440 And it's okay. it's okay. 1005 00:31:39,590 --> 00:31:41,870 It's ever evolving, it's ever 1006 00:31:41,970 --> 00:31:43,750 changing what we're having to 1007 00:31:43,750 --> 00:31:45,590 do now, right? So create 1008 00:31:45,590 --> 00:31:46,990 a safe environment for your 1009 00:31:46,990 --> 00:31:48,960 customers and your stakeholders to 1010 00:31:48,960 --> 00:31:51,710 give feedback. After, during your 1011 00:31:51,710 --> 00:31:54,850 projects, right? Constant feedback, we 1012 00:31:54,850 --> 00:31:56,770 need that feedback and then 1013 00:31:56,770 --> 00:31:57,980 we need the agility to 1014 00:31:57,980 --> 00:31:59,430 make those changes as we're 1015 00:31:59,430 --> 00:32:00,940 going through the process, and 1016 00:32:00,940 --> 00:32:03,210 then apply that feedback and 1017 00:32:04,070 --> 00:32:05,270 often times when we start 1018 00:32:05,270 --> 00:32:06,290 a new project, we don't 1019 00:32:06,380 --> 00:32:07,620 stop and go, " Okay, what 1020 00:32:07,620 --> 00:32:08,960 lessons did we learn from 1021 00:32:09,000 --> 00:32:10,990 other projects that we can 1022 00:32:10,990 --> 00:32:12,670 apply to this new project 1023 00:32:12,670 --> 00:32:14,860 or change, right?" So just 1024 00:32:15,250 --> 00:32:18,330 be flexible, be adaptable and 1025 00:32:18,850 --> 00:32:20,430 maybe our organization is so 1026 00:32:20,430 --> 00:32:21,580 large and complex that you 1027 00:32:21,580 --> 00:32:24,580 need to create a group 1028 00:32:24,590 --> 00:32:26,440 of individuals to take on 1029 00:32:26,440 --> 00:32:28,330 this responsibility. We are lucky 1030 00:32:28,330 --> 00:32:29,370 enough at Coke to have 1031 00:32:29,370 --> 00:32:32,220 an organizational change management team 1032 00:32:32,680 --> 00:32:34,090 that helps us out in 1033 00:32:34,090 --> 00:32:37,010 this area. So yeah, look 1034 00:32:37,010 --> 00:32:39,960 at that complexity and adapt. 1035 00:32:39,960 --> 00:32:43,450 And- So that's my- Dean, 1036 00:32:43,450 --> 00:32:45,640 I think it's finding talent like Julie 1037 00:32:46,360 --> 00:32:48,140 really brings it home on 1038 00:32:48,140 --> 00:32:48,930 what needs to be done 1039 00:32:48,930 --> 00:32:52,780 for change management. Oh absolutely 1040 00:32:52,780 --> 00:32:54,450 yeah, and in the adapt 1041 00:32:54,530 --> 00:32:56,220 piece really hits home with 1042 00:32:56,220 --> 00:32:58,160 me. I think with a 1043 00:32:58,160 --> 00:32:59,700 project that goes on for 1044 00:32:59,700 --> 00:33:02,650 weeks or months, within a 1045 00:33:02,650 --> 00:33:03,900 program that goes on for 1046 00:33:04,060 --> 00:33:05,700 that long things are going 1047 00:33:05,700 --> 00:33:06,630 to go wrong. You're not 1048 00:33:06,630 --> 00:33:07,650 going to get everything right 1049 00:33:07,700 --> 00:33:08,780 100% of the time, things 1050 00:33:08,780 --> 00:33:08,900 are going to go wrong. 1051 00:33:08,900 --> 00:33:10,380 You're not going to get everything right 100% of the time. It's a good sports 1052 00:33:10,380 --> 00:33:13,300 or football metaphor, Tom Brady's 1053 00:33:13,300 --> 00:33:14,800 won a lot of Super 1054 00:33:14,800 --> 00:33:16,190 Bowls, but he doesn't get 1055 00:33:17,140 --> 00:33:18,920 touchdown on every play. There's... 1056 00:33:19,200 --> 00:33:20,060 he turns the ball over every 1057 00:33:20,250 --> 00:33:20,850 once in a while, there's 1058 00:33:20,850 --> 00:33:22,990 fumbles and that kind of stuff, but 1059 00:33:22,990 --> 00:33:24,330 you got to keep looking 1060 00:33:24,330 --> 00:33:26,070 downfield and keep driving towards 1061 00:33:26,070 --> 00:33:27,690 that goal and adapt and adjust. 1062 00:33:28,510 --> 00:33:31,700 Okay. Laurie, you've talked very 1063 00:33:31,700 --> 00:33:34,410 passionately about resiliency and planning, 1064 00:33:34,410 --> 00:33:35,830 so any final thoughts or 1065 00:33:35,830 --> 00:33:39,120 recommendations on changing change management? 1066 00:33:40,130 --> 00:33:41,040 Yeah, I guess I would 1067 00:33:41,040 --> 00:33:42,870 just emphasize what I've seen 1068 00:33:42,870 --> 00:33:44,080 in the past, so pre- 1069 00:33:44,080 --> 00:33:47,290 COVID, both change management and 1070 00:33:47,290 --> 00:33:48,770 resiliency planning, what used to 1071 00:33:48,770 --> 00:33:50,760 be business continuity, disaster recovery 1072 00:33:50,760 --> 00:33:52,090 was one of those things 1073 00:33:52,090 --> 00:33:53,410 everybody probably thought, " Oh, we 1074 00:33:53,410 --> 00:33:54,460 should do that." But they 1075 00:33:54,480 --> 00:33:56,540 didn't prioritize it. They didn't 1076 00:33:56,770 --> 00:33:58,960 invest in it. I call 1077 00:33:58,960 --> 00:34:00,330 it insurance policies. It's the 1078 00:34:00,330 --> 00:34:01,060 kind of thing that you 1079 00:34:01,060 --> 00:34:02,230 don't like spending money on, 1080 00:34:02,230 --> 00:34:03,100 but boy are you glad 1081 00:34:03,100 --> 00:34:03,820 you have it when you 1082 00:34:03,820 --> 00:34:05,820 need it. I think we've 1083 00:34:05,820 --> 00:34:06,940 all learned, " Boy, do we 1084 00:34:06,940 --> 00:34:08,700 need it." Right? So I 1085 00:34:08,700 --> 00:34:10,300 think going forward, I hope 1086 00:34:10,300 --> 00:34:11,320 that everybody will have a 1087 00:34:11,320 --> 00:34:14,000 new prioritization of that both 1088 00:34:14,050 --> 00:34:15,990 applying change management to help 1089 00:34:15,990 --> 00:34:18,220 people, this is a difficult 1090 00:34:18,220 --> 00:34:19,450 time, it's a scary time 1091 00:34:19,450 --> 00:34:20,790 and we got more ahead, 1092 00:34:20,790 --> 00:34:21,860 right? Nobody thinks this is 1093 00:34:21,860 --> 00:34:23,150 a short little path we're 1094 00:34:23,150 --> 00:34:25,210 on and companies will continue 1095 00:34:25,210 --> 00:34:26,290 to adjust in ways they 1096 00:34:26,290 --> 00:34:28,550 can't foresee right now. So 1097 00:34:28,550 --> 00:34:30,200 I think prioritizing that and 1098 00:34:30,200 --> 00:34:32,070 using the tools of change 1099 00:34:32,070 --> 00:34:33,580 management like they do project 1100 00:34:33,580 --> 00:34:36,180 management and putting some emphasis 1101 00:34:36,180 --> 00:34:38,400 on the resiliency planning, so 1102 00:34:38,400 --> 00:34:40,490 that they can... like Julia 1103 00:34:40,490 --> 00:34:41,440 was saying, learn from the 1104 00:34:41,440 --> 00:34:43,020 last time and do the 1105 00:34:43,020 --> 00:34:44,350 things a little bit better. 1106 00:34:44,350 --> 00:34:45,280 I'm sure there's a lot 1107 00:34:45,280 --> 00:34:46,310 of people working from home 1108 00:34:46,310 --> 00:34:47,700 going, " This is not ideal. 1109 00:34:48,540 --> 00:34:49,380 I don't have the screen" 1110 00:34:50,470 --> 00:34:51,710 IT departments going, " We don't 1111 00:34:51,710 --> 00:34:53,230 have exactly the security we 1112 00:34:53,230 --> 00:34:54,370 need." There's all kinds of 1113 00:34:54,370 --> 00:34:55,330 things you can think about, 1114 00:34:55,330 --> 00:34:57,860 right? So hopefully learns from 1115 00:34:57,860 --> 00:34:59,210 it, takes it forward and 1116 00:34:59,210 --> 00:35:00,070 gets it right, and helps 1117 00:35:00,070 --> 00:35:01,390 people adapt to the changes 1118 00:35:01,390 --> 00:35:03,070 that are inevitably ahead on 1119 00:35:03,070 --> 00:35:06,000 projects or things that get 1120 00:35:06,000 --> 00:35:06,920 thrown at us that we 1121 00:35:06,920 --> 00:35:09,500 have to react to. Well 1122 00:35:09,500 --> 00:35:10,390 it's been a pleasure to 1123 00:35:10,390 --> 00:35:12,390 hear everybody, because out in 1124 00:35:12,390 --> 00:35:13,730 the field and it's actually 1125 00:35:13,730 --> 00:35:15,070 applied, really think it's the 1126 00:35:15,070 --> 00:35:17,170 best story. What we've heard 1127 00:35:17,170 --> 00:35:18,360 today from all of you 1128 00:35:18,360 --> 00:35:19,830 is that you decide what 1129 00:35:19,830 --> 00:35:21,050 the best practice was for 1130 00:35:21,050 --> 00:35:23,020 you in your organization. You 1131 00:35:23,020 --> 00:35:24,880 leverage lessons learned, I love 1132 00:35:25,110 --> 00:35:26,220 the message, " It's okay to 1133 00:35:26,220 --> 00:35:30,240 make mistakes." I think it's 1134 00:35:30,240 --> 00:35:31,300 fair to say that too 1135 00:35:31,300 --> 00:35:32,990 often change management has always 1136 00:35:32,990 --> 00:35:34,520 been seen as a nonessential 1137 00:35:34,520 --> 00:35:35,440 and a nice to have, 1138 00:35:35,440 --> 00:35:37,540 but it is actually extremely 1139 00:35:37,540 --> 00:35:39,470 important and an essential component 1140 00:35:39,860 --> 00:35:41,640 to not only increase the 1141 00:35:41,640 --> 00:35:43,160 adoption, but make it a 1142 00:35:43,160 --> 00:35:45,490 reality. Whatever that new normal 1143 00:35:45,490 --> 00:35:47,630 is and to simply achieve 1144 00:35:47,630 --> 00:35:49,210 your vision. So with that, 1145 00:35:49,210 --> 00:35:50,080 I'd like to thank all 1146 00:35:50,080 --> 00:35:51,320 of you for sharing your 1147 00:35:51,320 --> 00:35:53,270 insight, your stories, which I 1148 00:35:53,270 --> 00:35:54,950 really love and your personal 1149 00:35:54,950 --> 00:35:57,410 experiences. Last chance for any 1150 00:35:57,410 --> 00:35:58,990 final comments and messages you 1151 00:35:58,990 --> 00:36:00,280 want to share. If not, 1152 00:36:00,280 --> 00:36:01,880 I'll hand everything back over 1153 00:36:01,880 --> 00:36:06,660 to Josh. Thank you. cue 1154 00:36:06,660 --> 00:36:14,940 to Josh. Sounds good. Well thanks everybody 1155 00:36:14,940 --> 00:36:17,360 on the panel. Absolutely awesome 1156 00:36:17,360 --> 00:36:20,050 discussion. Everybody in the audience 1157 00:36:20,050 --> 00:36:21,510 who are watching this on 1158 00:36:21,510 --> 00:36:22,930 demand, be sure to check 1159 00:36:22,930 --> 00:36:24,040 out the resource list below, 1160 00:36:24,040 --> 00:36:25,570 the Q& A window, clicking 1161 00:36:25,570 --> 00:36:26,520 those links will open up 1162 00:36:26,520 --> 00:36:27,380 in a new tab in 1163 00:36:27,380 --> 00:36:29,110 your browser and truly expand 1164 00:36:29,110 --> 00:36:30,490 on today's topic of change 1165 00:36:30,490 --> 00:36:33,630 management. And on behalf of 1166 00:36:33,630 --> 00:36:34,760 the entire team and all 1167 00:36:34,760 --> 00:36:36,000 of our presenters on the 1168 00:36:36,000 --> 00:36:37,010 panel today, I want to thank you for 1169 00:36:37,810 --> 00:36:39,070 your time in attending this 1170 00:36:39,070 --> 00:36:41,090 on demand webinar, and until 1171 00:36:41,090 --> 00:36:42,130 next time, have a good 1172 00:36:42,130 --> 00:36:45,560 one. you. Thanks. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6fSQAQ"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Regardless of the channel, citizens are demanding better customer experiences from the government. However, without proper solutions, fulfilling that customer experience request is not easy. View this OnDemand fireside chat to hear government and industry experts discuss how agencies are able to enhance customer experience using secure cloud solutions. Specifically, you’ll explore: Why achieving a better customer experience is critical for government at all levels How agencies transform their customer experience approach with the cloud Actionable steps to overcome customer experience obstacles [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z4QAA" ar_url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you" url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Anne Petersen Director of Experience Design, 18F On-Demand Webinar All your Contact Center AI security questions answered [cutoff co_thick="2px"][webinarschedule]Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security: Data protection Access control Application security Compliance Resiliency Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI.[cutoff co_thick="2px"]1 00:00:10,410 --> 00:00:14,570 Good morning, evening and afternoon, everyone. My name's Josh Reed and I'm from the 2 00:00:14,570 --> 00:00:16,710 digital events team here at Genesys. And let me be 3 00:00:16,710 --> 00:00:19,930 the first to welcome you to today's webcast all your 4 00:00:19,930 --> 00:00:23,610 cloud, or sorry, all your contact center, AI security questions 5 00:00:23,750 --> 00:00:26,940 answered. So, to kick it off as per usual, we 6 00:00:26,940 --> 00:00:29,540 have a couple of housekeeping items to cover. First off, if 7 00:00:29,640 --> 00:00:33,370 you experienced any issues, listening or viewing to today's webcast, 8 00:00:33,880 --> 00:00:35,730 refresh your browser, or make sure that it's up to 9 00:00:35,730 --> 00:00:39,450 date to support HTML5. These usually fix any console issues 10 00:00:39,450 --> 00:00:41,930 that you may have. Also, if you're having trouble seeing 11 00:00:41,930 --> 00:00:45,400 the slide window or our presenters webcams today, you can 12 00:00:45,400 --> 00:00:47,640 enlarge that screen by dragging any of the corners of 13 00:00:47,640 --> 00:00:51,530 that window, also note that this is designed to be 14 00:00:51,530 --> 00:00:54,500 an interactive experience between you and our presenters. So, at 15 00:00:54,500 --> 00:00:57,640 any time during today's webcast, if you hear anything that 16 00:00:57,640 --> 00:01:00,130 you want to learn more about, throw your questions into 17 00:01:00,130 --> 00:01:01,940 the Q and A window in the center of your 18 00:01:01,940 --> 00:01:04,600 screen, and we'll answer as many as we can during 19 00:01:04,600 --> 00:01:06,910 our brief Q and A at the end. However, and 20 00:01:06,910 --> 00:01:09,420 it sometimes does happen if time gets away from us 21 00:01:09,420 --> 00:01:12,020 and we are not able to answer your questions aloud, 22 00:01:12,190 --> 00:01:14,660 don't worry, we'll follow up with you via email within 23 00:01:14,660 --> 00:01:18,300 the next few business days. And note that if you 24 00:01:18,300 --> 00:01:22,380 miss anything during today's presentation, you have to get up, 25 00:01:22,380 --> 00:01:25,050 you need to grab water, anything like that. Don't fret 26 00:01:25,050 --> 00:01:27,830 you will receive the on- demand recording via email from 27 00:01:28,010 --> 00:01:30,410 ON24 within the next few business days. So, just be 28 00:01:30,410 --> 00:01:35,090 on the lookout for that. And also note that we 29 00:01:35,090 --> 00:01:37,490 would love to give you as much information about today's 30 00:01:37,490 --> 00:01:40,730 topic as possible. So, below the Q and A window, 31 00:01:40,730 --> 00:01:43,560 you have the resource list. So, click any of those 32 00:01:43,560 --> 00:01:45,280 links in the resource list, They'll open up in a 33 00:01:45,280 --> 00:01:48,070 new tab in your browser and expand on today's topic. 34 00:01:49,560 --> 00:01:51,410 And like I said, short and sweet. So, what I'm 35 00:01:51,410 --> 00:01:53,320 actually going to do now is I'm going to hand 36 00:01:53,320 --> 00:01:55,980 it off to my partner in crime today, Wendy Mikkelsen, 37 00:01:55,980 --> 00:01:58,660 the senior director of product marketing here at Genesys. Wendy, 38 00:01:58,790 --> 00:02:03,210 the floor is yours. Thanks Josh. Before we kick things 39 00:02:03,210 --> 00:02:06,810 off, let's meet our speakers today. Kishor, would you like 40 00:02:06,810 --> 00:02:10,050 to kick it off? Yep. Hi everyone. My name is 41 00:02:10,060 --> 00:02:13,670 Kishor Aher. I'm the lead architect for contact center, AI 42 00:02:13,920 --> 00:02:17,920 at Google. And what that means is I take the customers through 43 00:02:17,920 --> 00:02:23,760 the journey of contact center AI modernization. Toby. Yeah, my 44 00:02:23,760 --> 00:02:26,170 name is Toby Tobkin. I do the same thing as 45 00:02:26,170 --> 00:02:31,300 Kishor and just a little bit less cool. Hey everyone, 46 00:02:31,300 --> 00:02:34,630 I'm Janelle Dieken, senior vice president of product marketing here 47 00:02:34,630 --> 00:02:37,960 at Genesys and no stranger to tech. I'm a computer 48 00:02:37,960 --> 00:02:44,010 programmer at heart and like the team history too, history 49 00:02:44,010 --> 00:02:49,180 in sales engineering and solutions engineering as well. Thanks Janelle 50 00:02:49,180 --> 00:02:52,790 and I'm Wendy Mikkelsen, senior director of product marketing at 51 00:02:52,790 --> 00:02:56,940 Genesys, and I will be your host for today. I 52 00:02:56,940 --> 00:03:01,360 think we all understand the promise and business value of 53 00:03:01,360 --> 00:03:06,400 using AI within our customer service operations, that conversational AI 54 00:03:06,400 --> 00:03:10,930 can both improve the customer experience and offer better efficiency 55 00:03:10,930 --> 00:03:16,100 and cost benefits for many organizations. And consumers want better 56 00:03:16,100 --> 00:03:21,550 access, more than 60% of consumers want more self service 57 00:03:21,550 --> 00:03:25,570 options when it comes to accessing customer service. And all 58 00:03:25,570 --> 00:03:29,140 of us as consumers ourselves know that we don't always 59 00:03:29,140 --> 00:03:31,990 want to interact with a human. We just don't have 60 00:03:31,990 --> 00:03:36,140 that kind of time. And Forrester says that 53% of 61 00:03:36,180 --> 00:03:40,340 organizations have already deployed AI within their business. And of 62 00:03:40,340 --> 00:03:43,710 course, that's expected to grow considerably in the coming years. 63 00:03:44,560 --> 00:03:50,000 In fact, IDC predicts that by 2023, 50% of customer 64 00:03:50,000 --> 00:03:54,870 interactions will be augmented or enriched by AI. And they 65 00:03:54,870 --> 00:03:58,770 estimate that the market is a $ 97 billion market 66 00:03:58,770 --> 00:04:02,730 that will continue to grow. The point here is AI 67 00:04:02,730 --> 00:04:05,380 is here to stay and it's been proven to offer 68 00:04:05,380 --> 00:04:10,240 tremendous value. And with the recent pandemic, we're seeing many 69 00:04:10,240 --> 00:04:14,790 AI projects move forward very quickly as organizations around the 70 00:04:14,790 --> 00:04:18,280 world are now adjusting to operating under the new normal. 71 00:04:18,750 --> 00:04:22,430 We're seeing businesses adopt AI to help serve their customers 72 00:04:22,430 --> 00:04:26,340 better and faster. But of course, how do we keep 73 00:04:26,340 --> 00:04:30,530 all of that data secure? Our customers are trusting us 74 00:04:30,530 --> 00:04:34,810 with their personal information and we as consumers are trusting 75 00:04:34,850 --> 00:04:39,370 organizations around the world with our own personal data. So, 76 00:04:39,370 --> 00:04:42,730 today we're going to explore the topic of AI security 77 00:04:42,730 --> 00:04:45,650 within the contact center. And we've brought together this panel 78 00:04:45,650 --> 00:04:49,210 of experts from both Google and Genesys to answer some 79 00:04:49,210 --> 00:04:54,040 of the top questions that we've received from organizations. And 80 00:04:54,040 --> 00:04:55,630 as Josh said, of course, we're going to try to 81 00:04:55,630 --> 00:04:59,610 get to your submitted questions. But we curated dozens of 82 00:04:59,610 --> 00:05:03,520 questions that both Google and Genesys have received, and we're 83 00:05:03,520 --> 00:05:06,480 going to be answering some of those top questions. So, 84 00:05:07,010 --> 00:05:11,770 your question may be answered as we go along. So, 85 00:05:11,770 --> 00:05:17,320 we've organized our questions into three categories. First, we're going 86 00:05:17,320 --> 00:05:19,750 to look at how your data is protected when you 87 00:05:19,750 --> 00:05:23,400 use AI within your contact center. And how both Genesys 88 00:05:24,270 --> 00:05:28,950 and Google are safeguarding that precious data. We'll look at 89 00:05:28,950 --> 00:05:33,390 both data in transit and data at rest. Second, we'll 90 00:05:33,390 --> 00:05:37,300 be covering options for controlling access to that data and 91 00:05:37,300 --> 00:05:42,580 how both Genesys and Google are managing application security. This 92 00:05:42,580 --> 00:05:46,400 is to ensure that no unauthorized users have access to 93 00:05:46,400 --> 00:05:49,400 your data. There's a lot of bad actors out there 94 00:05:49,400 --> 00:05:51,310 so we want to make sure you have the controls 95 00:05:51,310 --> 00:05:55,240 to prevent unauthorized access. And last but not least, we're 96 00:05:55,240 --> 00:06:00,160 going to look at compliance that Google and Genesys offer 97 00:06:00,640 --> 00:06:04,260 and how we make sure that your AI and contexts, 98 00:06:04,260 --> 00:06:09,150 that our systems are resilient and always available. And then 99 00:06:09,150 --> 00:06:11,470 finally, we'll wrap it up and we'll look at how 100 00:06:11,470 --> 00:06:14,500 you can use contexts that are AI as part of 101 00:06:14,500 --> 00:06:19,240 your business continuity plan. But before we get started, let's 102 00:06:19,240 --> 00:06:22,390 do a quick audience poll. And so, everyone get your 103 00:06:22,390 --> 00:06:28,510 mouse ready. Which of the following is your top cloud 104 00:06:28,510 --> 00:06:32,890 contact center and or AI security concerns? So, again, your 105 00:06:32,890 --> 00:06:37,740 top concern, is it a, continuous security monitoring and threat 106 00:06:37,740 --> 00:06:43,320 detection? Is it b, controlling access to customer data? Is 107 00:06:43,320 --> 00:06:47,150 it c, data encryption while in transit or at rest? 108 00:06:47,770 --> 00:06:52,100 Or is it d, compliance and regulatory requirements? So, again, 109 00:06:52,100 --> 00:06:56,100 your top security concern when it comes to contact center 110 00:06:56,380 --> 00:07:01,220 or AI? Okay, let's go ahead and look at the 111 00:07:01,220 --> 00:07:08,950 poll results. Interesting, compliance and regulatory requirements. That's really important. 112 00:07:09,960 --> 00:07:13,410 Kishor, Toby, Janelle, anything you want to add or you 113 00:07:13,410 --> 00:07:18,520 find interesting about this? It sounds exactly right to me. 114 00:07:18,520 --> 00:07:21,480 Yeah, for sure. I was expecting, this is what we 115 00:07:21,480 --> 00:07:25,310 hear every time from our customers. I was actually thinking 116 00:07:25,310 --> 00:07:29,110 that the second one would be a little higher, however, it's interesting 117 00:07:29,110 --> 00:07:32,550 to see 14% chose the third option, but certainly compliance 118 00:07:32,550 --> 00:07:35,030 and regulatory is key and we'll talk more about that 119 00:07:35,030 --> 00:07:49,390 later, I know. Awesome. So, before we jump into security 120 00:07:49,390 --> 00:07:55,120 topics, I think it'd be best if we set the 121 00:07:55,120 --> 00:07:58,580 stage a bit and let's ease our way into security 122 00:07:58,580 --> 00:08:02,000 by having some of our experts tell us a little 123 00:08:02,000 --> 00:08:06,700 bit about how to use AI in your contact center. 124 00:08:07,450 --> 00:08:12,300 Kishor, first step, tell us a little bit about contact center AI. 125 00:08:12,300 --> 00:08:15,270 And can you share some examples of companies who have 126 00:08:15,270 --> 00:08:19,580 adopted contact center AI and how they integrated that into 127 00:08:19,580 --> 00:08:26,540 their contact center? Sure. Thanks, Wendy. So, contact center AI offered 128 00:08:26,970 --> 00:08:31,470 by Google and Genesys is an integrated solution. And what it 129 00:08:31,470 --> 00:08:35,210 means is that it gives you the best of both worlds. Genesys 130 00:08:35,260 --> 00:08:39,690 is a leader in contact center space and Google is 131 00:08:39,690 --> 00:08:43,410 in AI space. So, we come together, we integrate our 132 00:08:43,410 --> 00:08:47,620 products and we offer it to our end customers. It is an 133 00:08:47,870 --> 00:08:51,480 omnichannel solution so that means you can have a chat 134 00:08:51,650 --> 00:08:55,140 integration, voice integration and social media integration out of the 135 00:08:55,140 --> 00:09:01,240 box. Typically, contact center AI solution needs to take care 136 00:09:01,250 --> 00:09:05,230 of three different kinds of stakeholders. First stakeholder is the 137 00:09:05,230 --> 00:09:08,810 end customer. So, end customer calls in into the contact 138 00:09:08,810 --> 00:09:12,840 center and they are either interacting with the bot or 139 00:09:12,840 --> 00:09:16,150 they are interacting with the human agent. So, human agents 140 00:09:16,150 --> 00:09:20,820 are our second stakeholders. And the third stakeholder are basically 141 00:09:20,820 --> 00:09:26,270 agent managers or customer experience executives because they need transparency 142 00:09:26,520 --> 00:09:30,930 into the contact center. Remember contact center, mostly handles unstructured 143 00:09:31,020 --> 00:09:35,070 data that is like voice or chat. And it is 144 00:09:35,070 --> 00:09:46,820 very important to take this unstructured data and create structure and information out of this data. And Google AI can help you dig this unstructured data and 145 00:09:46,820 --> 00:09:49,420 create structure out of it. Toby, do you want to 146 00:09:49,420 --> 00:09:54,820 add something to that? Yeah, definitely. I think that I'd also like to break 147 00:09:54,820 --> 00:09:56,980 it down a little bit about where the technology comes 148 00:09:56,980 --> 00:09:59,890 from and what it actually means for contact center operators. 149 00:10:00,900 --> 00:10:04,170 So, just to set a little bit of interesting background 150 00:10:04,170 --> 00:10:08,010 here. So, contact center AI is actually made up of, 151 00:10:09,070 --> 00:10:12,690 I'd say three big separate components that are integrated into 152 00:10:12,690 --> 00:10:17,030 Genesys ecosystem. One of them is CCAI virtual agents, which is based 153 00:10:17,030 --> 00:10:20,560 on a piece of software called Dialogue Flow. Dialogue Flow 154 00:10:20,560 --> 00:10:24,790 is actually a platform that's used program, Google Assistant at 155 00:10:24,790 --> 00:10:27,040 Google. So, this is actually the same piece of software 156 00:10:27,040 --> 00:10:29,760 that developers use to actually build their voice applications for 157 00:10:30,550 --> 00:10:34,460 AI assistance. On the second one is Agent Assist. This 158 00:10:34,460 --> 00:10:38,320 is actually a piece of software prides provides AI augmentation 159 00:10:38,320 --> 00:10:42,020 for our contact center agent's job helping them go and 160 00:10:42,370 --> 00:10:45,430 fill in fields automatically or giving them turn by turn 161 00:10:45,430 --> 00:10:48,810 guidance for solving a complex issue. And finally, there's also 162 00:10:48,810 --> 00:10:51,710 Insights AI. And so, what this does is it actually 163 00:10:51,710 --> 00:10:55,520 surfaces all the information that the artificial intelligence is actually 164 00:10:55,520 --> 00:10:57,970 seeing out in the field at your contact center in 165 00:10:57,970 --> 00:11:02,510 a digestible format. So, what does it actually mean? Especially, 166 00:11:02,580 --> 00:11:05,670 I would say Dialogue Flow is the one CCAI virtual agent, 167 00:11:05,670 --> 00:11:07,780 which based on Dialogue Flow is when I get the most questions 168 00:11:07,780 --> 00:11:13,000 on from contact center operators. This is a combination of 169 00:11:13,000 --> 00:11:16,340 some things there are net new and also things that 170 00:11:16,340 --> 00:11:19,210 are kind of just like next generation of tasks you 171 00:11:19,210 --> 00:11:21,650 already do for your contact center. I'd say the most 172 00:11:21,650 --> 00:11:26,140 relatable thing is the thing that most next generation. So, 173 00:11:26,140 --> 00:11:29,260 if say your program menu, oftentimes nowadays you'll use a 174 00:11:29,260 --> 00:11:33,660 keyword recognition system, something where if somebody says something like 175 00:11:33,740 --> 00:11:36,460 pay my bill, that will go to the pay bill 176 00:11:36,460 --> 00:11:40,110 menu and walk you through that. The next generation gear, 177 00:11:40,110 --> 00:11:43,680 when you actually using something like CCAI virtual agent is 178 00:11:43,680 --> 00:11:46,270 people can express themselves however they want and the system 179 00:11:46,270 --> 00:11:52,370 will still capture it. So, something like, " Hey, I want 180 00:11:52,370 --> 00:11:55,230 to pay my bill now. Is it possible to do 181 00:11:55,230 --> 00:11:57,740 it by a credit card?" It would be able to 182 00:11:57,740 --> 00:12:01,060 actually go and pick up that utterance and still classify 183 00:12:01,060 --> 00:12:04,050 the intent as being pay my bill, even though it 184 00:12:04,050 --> 00:12:08,470 was very open ended and freely expressed. I would say 185 00:12:08,470 --> 00:12:11,750 that menu replacements tend to be the first step that 186 00:12:11,750 --> 00:12:14,410 most people actually do when they use the system. And 187 00:12:14,410 --> 00:12:16,300 then they tend to move on to much more sophisticated 188 00:12:16,300 --> 00:12:19,030 use cases, where we do say automated diagnostics or a 189 00:12:19,030 --> 00:12:23,730 resolution of issues even if it's quite complex. Anything else 190 00:12:23,730 --> 00:12:27,820 you think I should add Kishor? How about some examples of 191 00:12:27,820 --> 00:12:32,210 type of customers we work with? Oh, yeah, definitely. I 192 00:12:33,030 --> 00:12:36,590 would say that the breakdown is very interesting. I would 193 00:12:36,790 --> 00:12:45,990 say that healthcare, finance and telecommunications have really been driving 194 00:12:47,000 --> 00:12:49,520 most of our business at their onset. They definitely benefit 195 00:12:49,520 --> 00:12:52,750 the most from having a very sophisticated AI at the 196 00:12:52,750 --> 00:12:56,540 center of their contact center, because they tend to deal 197 00:12:56,540 --> 00:12:59,470 with very complex issues that also overlap with a lot 198 00:12:59,470 --> 00:13:07,000 of regulations, compliance, a lot of laws and frameworks around 199 00:13:07,000 --> 00:13:09,990 like when you can bill people, when you can't, when 200 00:13:09,990 --> 00:13:12,110 you can talk about certain types of personal information and 201 00:13:12,110 --> 00:13:19,470 when you can't. And so, all those business rules and 202 00:13:19,470 --> 00:13:22,250 business process that are in those types of organizations definitely 203 00:13:22,250 --> 00:13:27,590 drove a strong need to have more sophisticated tooling for 204 00:13:27,750 --> 00:13:32,780 providing automation around it. However, some of my customers that 205 00:13:32,780 --> 00:13:37,110 have scaled up the furthest so far have actually been 206 00:13:37,110 --> 00:13:42,650 retailers because their business can iterate very quickly. And so, 207 00:13:42,650 --> 00:13:45,370 they've actually already started to build things like automated appointment 208 00:13:45,370 --> 00:13:51,730 scheduling, automating returns and these sorts of use cases. Thanks, 209 00:13:52,120 --> 00:13:56,320 that's a great explanation. Janelle, maybe you could tell us 210 00:13:56,320 --> 00:13:59,790 a little bit about some of the AI use cases that you're 211 00:13:59,790 --> 00:14:05,690 seeing organizations deploy and the problems they've solved. Yeah, absolutely. 212 00:14:05,690 --> 00:14:12,050 And we see very similar industries that Toby mentioned adopting 213 00:14:12,100 --> 00:14:15,770 our AI applications as well. And certainly the ones where 214 00:14:15,770 --> 00:14:19,890 we integrate with Google CCAI come into play virtual agent, 215 00:14:20,280 --> 00:14:25,630 agent assist, even from the insights perspective. But in addition 216 00:14:25,630 --> 00:14:28,850 to those and to compliment those, we have additional ones 217 00:14:28,900 --> 00:14:34,870 that support both stakeholders of improving the customer experience as 218 00:14:34,870 --> 00:14:38,180 well as improving the employee experience. So, a couple of 219 00:14:38,180 --> 00:14:41,890 examples that come to my mind, Wendy are predictive engagement, 220 00:14:42,310 --> 00:14:47,260 where upfront, for example, I could be researching loan rates 221 00:14:47,610 --> 00:14:50,640 with my financial services company. And I may be part 222 00:14:50,640 --> 00:14:53,520 way through filling out a form when the bank behind 223 00:14:53,520 --> 00:14:56,620 the scenes is monitoring my behavior on their website real 224 00:14:56,620 --> 00:15:00,580 time and predicting the outcome based on that behavior, as 225 00:15:00,590 --> 00:15:02,810 well as any other data that they might have about 226 00:15:02,810 --> 00:15:06,630 me. And in that moment of truth before, maybe I 227 00:15:06,630 --> 00:15:10,260 go away from that website and look at other banks 228 00:15:10,260 --> 00:15:14,050 online, they may offer me a special promotion or offer 229 00:15:14,050 --> 00:15:17,940 me an invitation to chat or request a call back. 230 00:15:17,990 --> 00:15:21,980 So, that's another AI application that can compliment, and maybe 231 00:15:21,980 --> 00:15:25,300 even front end the virtual agent that could then pop 232 00:15:25,300 --> 00:15:29,520 up in that invitation with Google CCAI and do some 233 00:15:29,520 --> 00:15:33,090 more prompting and collect some more information before routing it 234 00:15:33,090 --> 00:15:36,470 to that very best alone loan agent. Then on the 235 00:15:36,470 --> 00:15:39,940 employee journey side of things, one of the other AI 236 00:15:39,940 --> 00:15:44,610 applications that come to mind really relate to more accurate, 237 00:15:44,660 --> 00:15:50,240 as well as accelerated forecasting and scheduling so that when 238 00:15:50,250 --> 00:15:54,380 that loan a specialist needs to be staffed, we can 239 00:15:54,400 --> 00:15:57,680 utilize all of that employee data, as well as the 240 00:15:57,680 --> 00:16:04,410 demand, a much more sophisticated perspective to get to really 241 00:16:04,410 --> 00:16:07,390 the highest accuracy rates and getting the right people staffed 242 00:16:07,660 --> 00:16:12,190 to handle the expected demand. So, workforce engagement management, absolutely 243 00:16:12,360 --> 00:16:16,520 important and broadly used use case for AI as well 244 00:16:16,520 --> 00:16:20,100 as predictive engagement that supports not even just improving customer 245 00:16:20,100 --> 00:16:24,030 experience, but also driving sales and marketing. We see financial 246 00:16:24,030 --> 00:16:28,620 institutions have four times conversion rates and at 60% a 247 00:16:28,630 --> 00:16:31,590 lower cost per lead with that application. So, a lot 248 00:16:31,590 --> 00:16:36,560 of business results and business outcomes versus just having AI 249 00:16:36,560 --> 00:16:39,260 for the sake of AI, which I think especially in 250 00:16:39,260 --> 00:16:41,300 this day and age is what matters most the business 251 00:16:41,300 --> 00:16:48,020 outcome that we're driving towards. Yeah, absolutely. Good response there. 252 00:16:48,510 --> 00:16:53,870 Okay. So, one of the questions we received from customers 253 00:16:54,370 --> 00:16:59,060 frequently is what is Dialogue Flow? And maybe Toby, you 254 00:16:59,060 --> 00:17:01,210 can take this one and how does it integrate with 255 00:17:01,210 --> 00:17:06,100 my contact center? Yeah, definitely. I know I alluded to 256 00:17:06,100 --> 00:17:11,030 it a little bit before but Dialogue Flow is the platform that you actually 257 00:17:11,030 --> 00:17:16,600 build artificial intelligence automation in. And so, this would be things 258 00:17:16,600 --> 00:17:22,990 like actually if you've ever built IVR trees before, this 259 00:17:22,990 --> 00:17:25,710 is kind of a version of that. But if you 260 00:17:25,710 --> 00:17:28,170 were building, let's say the same technology that powers Google 261 00:17:28,170 --> 00:17:31,840 Assistant so you can build a bit more flexible of 262 00:17:31,840 --> 00:17:36,080 designs. It's also designed to be used by non- programmers. 263 00:17:36,420 --> 00:17:38,280 And so, that is you should be able to be 264 00:17:38,280 --> 00:17:40,530 productive on this even if you don't actually have a 265 00:17:40,530 --> 00:17:42,930 background in IT. But that was a major goal of 266 00:17:42,940 --> 00:17:47,630 us in designing this platform. So, overall, like I would 267 00:17:47,630 --> 00:17:57,440 say what Dialogue Flow does is it allows you to 268 00:17:57,440 --> 00:18:01,180 build conversational experiences with your customer, but it allows you to move 269 00:18:01,850 --> 00:18:06,780 from just automation to actually designing real user experience. So, 270 00:18:07,070 --> 00:18:12,020 how does it integrate with Genesys? We'll say like you 271 00:18:12,020 --> 00:18:15,740 all have something called Up Foundry and you can actually 272 00:18:15,740 --> 00:18:18,610 use this to go and add a contact center AI 273 00:18:19,610 --> 00:18:23,610 virtual agent powered by Dialogue Flow into your existing contact 274 00:18:23,610 --> 00:18:28,060 center. And we think this is especially important because there's other systems 275 00:18:28,060 --> 00:18:29,870 out there that exist that actually require you to rip 276 00:18:29,870 --> 00:18:32,930 and replace your contact center to add in artificial intelligence. 277 00:18:33,740 --> 00:18:35,530 And really our view on this is that you shouldn't 278 00:18:35,530 --> 00:18:38,690 have to go through a lot of cost and complexity 279 00:18:38,690 --> 00:18:41,970 to be able to adopt next generation of AI. You should be able to just put 280 00:18:41,970 --> 00:18:44,920 it right into your existing contact center that you already 281 00:18:44,920 --> 00:18:50,090 know and love. Yap, absolutely. It should be easy. So, let's 282 00:18:50,090 --> 00:18:54,570 get started on the security topic with a few questions 283 00:18:54,570 --> 00:18:58,190 where you receive around data protection. We know this is 284 00:18:58,190 --> 00:19:02,820 top of mind for many organizations and we want you 285 00:19:02,820 --> 00:19:05,480 to know what we're doing to secure and keep your 286 00:19:05,480 --> 00:19:09,700 data protected. We're going to answer questions that relate to 287 00:19:09,700 --> 00:19:14,050 both cloud contact center security and AI security, but let's 288 00:19:14,050 --> 00:19:20,780 start with Genesys and cloud contact center data protection. Janelle, 289 00:19:21,050 --> 00:19:24,630 a common question that we hear from customers is how 290 00:19:24,630 --> 00:19:30,120 does Genesys provide security for multi- tenent cloud environment? We 291 00:19:30,120 --> 00:19:34,020 do get that question a lot. So, multi- tenent environment security 292 00:19:34,090 --> 00:19:39,700 is enforced with essentially barriers and controls that keep your 293 00:19:39,700 --> 00:19:45,650 data completely separated from everyone else's allowing secure access to 294 00:19:45,950 --> 00:19:51,610 yours and your data only. We're regularly testing these controls 295 00:19:51,610 --> 00:19:55,360 to ensure the access is secure, and each organization is 296 00:19:55,360 --> 00:20:01,640 completely isolated within these barriers. Great. And how is that 297 00:20:01,640 --> 00:20:06,880 data encrypted? I would say it's encrypted with a TLA 298 00:20:06,930 --> 00:20:14,430 called TLS, Transport Layer Security. Genesys applications interact with cloud 299 00:20:14,430 --> 00:20:19,520 servers over transport layer security transmission. And what that does 300 00:20:19,520 --> 00:20:22,600 is it ensures the highest level of security when your 301 00:20:22,600 --> 00:20:27,610 data is in transit. The transport layer security, it terminates 302 00:20:27,640 --> 00:20:31,500 only within the Genesys network. So, you can be assured 303 00:20:31,500 --> 00:20:36,390 that your sensitive data at rest is encrypted using what's 304 00:20:36,390 --> 00:20:41,000 called AES- 256. These keys are encrypted with a regular 305 00:20:41,000 --> 00:20:45,840 rotated set of master keys for extra security. Great. And 306 00:20:46,280 --> 00:20:50,600 how does Genesys manage storage of transcripts and other data? 307 00:20:50,600 --> 00:20:54,150 Is it local or is it in the cloud? Call 308 00:20:54,150 --> 00:21:01,070 recordings, screen recordings, transcripts, they're all encrypted using an individual 309 00:21:01,070 --> 00:21:05,630 customer key that can only be decrypted by the customer 310 00:21:05,630 --> 00:21:13,270 who owns them. Our encryption algorithm uses strong 3072 that 311 00:21:13,310 --> 00:21:17,850 public private key pairs to create unreadable records that may 312 00:21:17,850 --> 00:21:22,580 be safely stored off premises. And the use of long 313 00:21:22,580 --> 00:21:27,980 and strong cryptographic keys provides an effective defense against those 314 00:21:27,980 --> 00:21:31,170 brute force attacks that we're trying to all protect ourselves 315 00:21:31,170 --> 00:21:35,900 from. The public and private keys in a pair are 316 00:21:35,900 --> 00:21:40,160 mathematically linked. The private key is used to decrypt anything 317 00:21:40,160 --> 00:21:44,500 encrypted by its corresponding public key. It's recommended that an 318 00:21:44,500 --> 00:21:48,690 organization change those encrypted keys on a regular basis for 319 00:21:48,690 --> 00:21:54,340 added security. And we also have security destruction, policies and 320 00:21:54,340 --> 00:21:58,120 controls in place to destroy your data from our environment 321 00:21:58,240 --> 00:22:02,780 when and as needed. I'll also add that retention policies 322 00:22:02,780 --> 00:22:07,700 are managed by you and can be established by you 323 00:22:08,120 --> 00:22:11,460 to suit your business needs. And contact center managers can 324 00:22:11,460 --> 00:22:16,440 select recordings and transcripts to be protected from deletion for 325 00:22:16,440 --> 00:22:22,330 legal and other reasons as well. Great. Let's shift to 326 00:22:22,330 --> 00:22:27,700 Google now. Kishor, does Google look at my customer's data? 327 00:22:27,700 --> 00:22:32,770 This is a common question. And can Google view customer data 328 00:22:32,770 --> 00:22:37,860 or other GCP customers view my data or another company's 329 00:22:37,860 --> 00:22:41,340 data? We do hear this concern from customers all the 330 00:22:41,340 --> 00:22:48,930 time, and I understand why there is this concern. So, let me make it explicitly clear that Google Cloud does not share 331 00:22:49,050 --> 00:22:52,640 or use or has access to any customer data store 332 00:22:52,720 --> 00:22:56,660 in the cloud, in any format. Very similar to what 333 00:22:56,660 --> 00:23:00,650 Janelle explains that all the data is encrypted using a 334 00:23:00,650 --> 00:23:04,810 key, and that is a customer key. All the data 335 00:23:04,870 --> 00:23:08,950 in transit and address is encrypted and cannot be accessed 336 00:23:08,950 --> 00:23:12,930 by Google cloud, or in fact, anyone else. Your data 337 00:23:12,930 --> 00:23:15,890 is yours and you control what happens to your data. 338 00:23:16,300 --> 00:23:19,120 We do not use it for any purpose. With the 339 00:23:19,120 --> 00:23:22,080 exception that if you file a support ticket with us 340 00:23:22,130 --> 00:23:27,990 and you give us explicit permission to look at your 341 00:23:27,990 --> 00:23:31,080 data to solve a problem, then we will look at 342 00:23:31,080 --> 00:23:34,150 your data, but that's very explicit and you will get 343 00:23:34,150 --> 00:23:36,730 to know that we have accessed data who, when and 344 00:23:36,730 --> 00:23:39,940 why and what data is accessed, but that's only for 345 00:23:39,940 --> 00:23:45,160 solving a problem at a specific point in time. And 346 00:23:45,160 --> 00:23:50,000 Toby, does this apply to transcripts? How are those transcripts 347 00:23:50,000 --> 00:23:53,040 stored? Are they local, or are they stored in the 348 00:23:53,040 --> 00:23:57,420 cloud? Pretty similar answer to what Kishor just gave, which 349 00:23:57,420 --> 00:24:01,270 is that it turns out if we want our customers 350 00:24:01,270 --> 00:24:03,470 actually buy cloud software from us, they really want a 351 00:24:03,470 --> 00:24:05,340 lot of control over their data. And so, that's what we 352 00:24:05,340 --> 00:24:09,540 give them. So, yeah, I mean, in terms of transcripts, 353 00:24:09,540 --> 00:24:14,410 I would really separate the answer into two different buckets. 354 00:24:14,670 --> 00:24:17,730 One is what about audio transcripts. So, actual recordings of 355 00:24:17,730 --> 00:24:20,650 what people are saying. And one is about text transcripts. 356 00:24:21,040 --> 00:24:26,300 Audio transcripts, very easy to talk about. By default we 357 00:24:26,300 --> 00:24:30,530 don't store audio recordings at all. You can opt to 358 00:24:30,530 --> 00:24:35,150 do that via Genesys or via Google Cloud storage, however 359 00:24:35,150 --> 00:24:37,960 you wish, if you program it that way. But we 360 00:24:37,960 --> 00:24:43,080 actually won't do that by default. Text transcripts on the 361 00:24:43,080 --> 00:24:45,040 other hand, this will be, say what Google texts to 362 00:24:45,040 --> 00:24:50,240 speech, which is part of Dialogue Flow that text transcripts 363 00:24:50,300 --> 00:24:52,680 are stored by default. But you have a lot of 364 00:24:52,680 --> 00:24:54,730 options in the way that you can actually control this. 365 00:24:55,070 --> 00:24:57,610 You can store it in your own database on premises, 366 00:24:57,630 --> 00:25:01,090 you can store it in a Google Cloud buckets. You 367 00:25:01,090 --> 00:25:03,820 can store it in any other type of cloud database 368 00:25:05,010 --> 00:25:08,240 really anything you want and via that direction, you can 369 00:25:08,240 --> 00:25:11,350 also control retention periods, what region that text is actually 370 00:25:11,350 --> 00:25:13,620 stored in or anything else that you would probably care 371 00:25:13,620 --> 00:25:19,030 about. Additionally, I would say as a best practice most 372 00:25:19,030 --> 00:25:23,020 of our customers will actually redact any customer logs that 373 00:25:23,070 --> 00:25:26,610 they have, any utterances that their end customers are actually 374 00:25:26,610 --> 00:25:30,350 saying it's their contact center systems so that, especially if 375 00:25:30,350 --> 00:25:34,030 they mentioned something like, " Hey, is it possible to mail 376 00:25:34,030 --> 00:25:38,930 that card to my address at 1234 Main Street?" That 377 00:25:38,930 --> 00:25:42,240 address is actually redacted from the logs, thus minimizing your 378 00:25:42,240 --> 00:25:48,240 security exposure. So, long story short is just like anything 379 00:25:48,240 --> 00:25:51,460 else you have full control over your data. And Google 380 00:25:51,460 --> 00:25:54,010 is not using it for any purpose for itself, it's 381 00:25:54,010 --> 00:25:59,870 just for you. And I think one of the top 382 00:25:59,870 --> 00:26:04,970 questions you probably received, Toby is what data is used 383 00:26:04,970 --> 00:26:11,630 for training the AI models? Also an excellent question. The 384 00:26:11,630 --> 00:26:16,620 data that you use to train AI models will be data 385 00:26:16,620 --> 00:26:20,670 that you provide. So, let's say for instance that you're 386 00:26:20,670 --> 00:26:25,050 programming a CCAI virtual agent intent for paying your bill, 387 00:26:25,550 --> 00:26:28,100 an example that we gave earlier. But you may go 388 00:26:28,100 --> 00:26:30,880 and insert training phrases into that that tells the system 389 00:26:30,880 --> 00:26:33,240 how to recognize that somebody wants to pay their bill. 390 00:26:33,820 --> 00:26:36,860 It might be something like, " I want to pay my 391 00:26:36,860 --> 00:26:42,710 bill today. Or how do I pay my bill? Or 392 00:26:43,140 --> 00:26:45,730 I have money I'm ready to pay." So, you might 393 00:26:45,730 --> 00:26:49,640 feed all of those what are called training phrases into 394 00:26:49,640 --> 00:26:51,760 the system. And the system would know that if it 395 00:26:51,760 --> 00:26:54,500 sees something similar to that, that it would go and 396 00:26:54,500 --> 00:26:57,130 recognize the intent pay my bill. So, that's the training 397 00:26:57,130 --> 00:27:01,610 input data. So, you actually go and supply that as 398 00:27:01,610 --> 00:27:03,800 a customer or you pay a system integrator, go ahead 399 00:27:03,880 --> 00:27:07,270 and do that for you. Importantly, and this is true 400 00:27:07,270 --> 00:27:10,440 for all artificial intelligence, not just for CCAI virtual agent 401 00:27:10,440 --> 00:27:12,960 and Dialogue Flow. You should make sure that there's no 402 00:27:12,960 --> 00:27:16,440 PII in that data. You don't want to be training AI models on 403 00:27:16,440 --> 00:27:18,940 PII, because then it's going to be making inferences based 404 00:27:18,950 --> 00:27:20,990 on the PII that you put in there. And it 405 00:27:20,990 --> 00:27:24,760 may be inferring things about other customers PII when it's 406 00:27:24,760 --> 00:27:29,210 talking to a different customer. So, you supply the data 407 00:27:29,210 --> 00:27:32,560 and you own that data and we don't use it 408 00:27:32,560 --> 00:27:35,580 to train other models per se, other customers, it's just 409 00:27:35,580 --> 00:27:41,410 for you. Good to know. Kishor, how is my customer's 410 00:27:41,410 --> 00:27:50,220 data on CCAI encrypted and secured? Sure. So, I actually 411 00:27:50,480 --> 00:27:53,570 a few questions about that if everything in the Google 412 00:27:53,570 --> 00:27:59,270 Cloud is encrypted. So, it's no different for CCAI. CCAI being 413 00:27:59,270 --> 00:28:02,730 an integrated solution So the piece of the technology, which 414 00:28:02,730 --> 00:28:07,390 lives in Google is very similarly encrypt data, in transit 415 00:28:07,890 --> 00:28:11,230 and address. And I think Janelle mentioned how they encrypt 416 00:28:11,540 --> 00:28:14,450 data on the Genesys side. So, when you bring both 417 00:28:14,450 --> 00:28:18,130 of these solutions together, all your data once it enters 418 00:28:18,680 --> 00:28:25,180 either Genesys infrastructure or our infrastructure is encrypted and stored 419 00:28:25,950 --> 00:28:31,400 encrypted all the time. Right. I think one of you 420 00:28:31,400 --> 00:28:33,870 touched on this earlier, but this question just came in 421 00:28:33,870 --> 00:28:39,270 from the audience about redacting sensitive information. How do you 422 00:28:39,270 --> 00:28:42,970 do that? Could you touch on that again? Yes. I 423 00:28:42,970 --> 00:28:45,320 can see actually there are two questions here by audience 424 00:28:45,320 --> 00:28:48,930 that, how do you do redacting? So, yes, this is one of 425 00:28:48,930 --> 00:28:51,910 the most common questions we get asked that how do 426 00:28:51,910 --> 00:28:55,760 you remove PII information? And I think it will be mentioned 427 00:28:55,760 --> 00:29:00,950 that briefly that how do we handle it? So, once 428 00:29:00,950 --> 00:29:04,010 the data comes in, in any format like chat or 429 00:29:04,110 --> 00:29:07,390 voice, of course, voice gets converted again into the text 430 00:29:07,730 --> 00:29:10,310 and it's handed over to Dialogue Flow. So, the flow 431 00:29:10,310 --> 00:29:14,550 starts from Genesys and comes into the Dialogue Flow. There 432 00:29:14,900 --> 00:29:17,410 is a step where this information has to go into 433 00:29:17,410 --> 00:29:20,680 the backend systems of the customer, because let's say for 434 00:29:20,680 --> 00:29:23,990 example, the customer is asking for billing information. And for 435 00:29:23,990 --> 00:29:27,190 that, we need the account, which is a PII information. 436 00:29:27,190 --> 00:29:30,530 Or customer is providing a credit card number, which is 437 00:29:30,530 --> 00:29:34,090 again, a PII information. So, that information goes to the 438 00:29:34,090 --> 00:29:39,360 backend, but before we store the transcription logs on the 439 00:29:39,360 --> 00:29:43,700 desk, we redact it and we do mask it so 440 00:29:43,870 --> 00:29:46,350 it's not like we created an empty space between the 441 00:29:46,350 --> 00:29:50,640 text, we mask it. We use cloud data loss prevention, 442 00:29:50,640 --> 00:29:53,590 API. This is a API which is available on its 443 00:29:53,590 --> 00:29:56,530 own to the customer by Google Cloud, but it's also 444 00:29:56,870 --> 00:30:01,490 internally used by CCAI. So, it has standard 26 formats, 445 00:30:01,490 --> 00:30:04,170 which you can use for redaction and masking and keep 446 00:30:04,170 --> 00:30:09,140 the formatting. Also, you can define and create your own 447 00:30:11,990 --> 00:30:15,700 masking. For example, you have an alphanumeric account number and 448 00:30:15,700 --> 00:30:18,480 there is no standard format available, you can define your 449 00:30:18,480 --> 00:30:23,250 own format and master data that way. I'm a big 450 00:30:23,250 --> 00:30:25,810 fan of that tool, Kishor. It's so much easier than reg 451 00:30:25,870 --> 00:30:35,830 clause. Okay. So, let's shift to access control and app 452 00:30:35,830 --> 00:30:40,690 security. We know that preventing authorized access to systems and 453 00:30:40,690 --> 00:30:43,750 tools is probably one of the best ways that we 454 00:30:43,750 --> 00:30:49,010 can secure data. And most organizations that we speak with 455 00:30:49,010 --> 00:30:53,460 ask us about three things. The first is authentication. Second 456 00:30:53,460 --> 00:30:56,710 is authorization, and the third is auditing. And I like 457 00:30:56,710 --> 00:30:59,610 to think of these as the three As of access 458 00:30:59,610 --> 00:31:03,690 control. So, let's start with Genesys and one of the 459 00:31:03,690 --> 00:31:07,830 top questions we see from our customers. Janelle, how does 460 00:31:07,830 --> 00:31:13,560 Genesys manage authentication and role based access control? Well, let's 461 00:31:13,560 --> 00:31:17,730 hit on two of those three As Wendy. So, Genesys 462 00:31:17,730 --> 00:31:25,380 authorized users, access Genesys cloud using multifactor authentication. So, I'll 463 00:31:25,380 --> 00:31:29,420 use our activities, are logged and monitored and access by 464 00:31:29,420 --> 00:31:35,610 privileged users is reviewed periodically. Access is role- based and 465 00:31:35,610 --> 00:31:39,500 these access controls ensure that only users with the proper 466 00:31:39,500 --> 00:31:44,220 authority and legitimate business requirements are allowed to access on 467 00:31:44,240 --> 00:31:49,040 your data. We use something called OAuth authorization to hit 468 00:31:49,040 --> 00:31:52,620 on the second A there for secure access to third 469 00:31:52,620 --> 00:31:57,830 party applications without revealing any of those authentication details. And 470 00:31:57,830 --> 00:31:59,860 so, just to clarify a little bit more, if that's 471 00:31:59,860 --> 00:32:05,240 a new term, if you're listening in OAuth authorization. Authorization, 472 00:32:06,090 --> 00:32:09,180 the size of what an app can do and authentication 473 00:32:09,180 --> 00:32:15,520 can verify the user identity. Awesome. And Toby, do you 474 00:32:15,520 --> 00:32:22,310 want to hit on Google and? I think that's a 475 00:32:22,310 --> 00:32:31,240 better question for Kishor. So, basically we integrate with GCBIAM, 476 00:32:34,890 --> 00:32:38,810 GCBIAM controls identity and access management across GCB products, and 477 00:32:38,810 --> 00:32:43,420 then that means twofold for CCAI components and a twofold 478 00:32:43,740 --> 00:32:46,670 Dialogue Flow. So, there are different roles which are at 479 00:32:46,670 --> 00:32:49,640 different levels. So, you have a developer role as well as 480 00:32:49,640 --> 00:32:53,150 a non developer role for Dialogue Flow earlier with Toby mentioned 481 00:32:53,150 --> 00:32:56,450 that Dialogue Flows are good also for non- developers to 482 00:32:56,450 --> 00:33:00,700 create a conversational AI. So, these different rules are available 483 00:33:00,700 --> 00:33:04,950 and you can give access to people with different roles 484 00:33:05,360 --> 00:33:11,390 as well as that are API level basically roles, which 485 00:33:11,390 --> 00:33:15,880 while integration between Genesys and the customer, that is sorry, Genesis 486 00:33:16,440 --> 00:33:19,750 and Google. I'm sure you don't want the partner to 487 00:33:20,010 --> 00:33:22,980 have access to everything. And I think we already answered that you 488 00:33:22,980 --> 00:33:26,030 own your data. So, what level of access does the 489 00:33:26,030 --> 00:33:29,050 partner gets can also be defined at a very granular 490 00:33:29,050 --> 00:33:38,240 level. Right. And Kishor, when it comes to continuous security and 491 00:33:38,240 --> 00:33:45,160 audit mechanisms, what mechanisms does Google have in place to 492 00:33:45,160 --> 00:33:54,110 protect those systems? So, what are we trying to protect? 493 00:33:54,170 --> 00:33:56,700 The most important data we are trying to protect is in the CCAI 494 00:33:56,700 --> 00:33:58,680 space, of course, in general, we are trying to protect 495 00:33:58,680 --> 00:34:02,190 everything which customer gives us, but in CCAI space is 496 00:34:02,190 --> 00:34:06,030 the conversational logs. And there are two different kinds of 497 00:34:06,030 --> 00:34:08,790 logs. One is the conversational logs and another is the 498 00:34:12,160 --> 00:34:17,030 application log. So, for application logs, GCB will write something called Cloud Operations, 499 00:34:17,030 --> 00:34:20,240 and previously it was known as tack driver, which lets 500 00:34:20,240 --> 00:34:27,040 you basically log, debug trace, monitor and do the notification 501 00:34:27,040 --> 00:34:31,250 and alerting. All these functionality is available in one place. 502 00:34:31,520 --> 00:34:35,030 So, no matter what GCB products you are using, you 503 00:34:35,030 --> 00:34:38,010 can do all of these functions for that product that 504 00:34:38,010 --> 00:34:41,590 also includes Dialogue Flow. That means any API call on the dialogue 505 00:34:41,590 --> 00:34:46,530 flow can be looked at, you can set up a 506 00:34:46,530 --> 00:34:49,530 notification. If something is breaking a post, you can set up 507 00:34:49,530 --> 00:34:55,190 a notification. And with conversational logs now that is important. 508 00:34:55,190 --> 00:34:59,620 This is where your... Again, it's your choice. You may 509 00:34:59,620 --> 00:35:02,480 store or not store PII information as part of the 510 00:35:02,480 --> 00:35:07,170 conversation logs. But even if you redact the PII information, 511 00:35:07,250 --> 00:35:11,840 this is very sensitive information. So, again, it is encrypted 512 00:35:12,900 --> 00:35:16,960 and we provide something called access control, transparency. That means 513 00:35:17,610 --> 00:35:20,680 that let's say you call at Google or Genesys, and 514 00:35:20,680 --> 00:35:23,340 you will say that there is a problem in the 515 00:35:23,340 --> 00:35:27,280 system. And we need to look at this data specifically 516 00:35:27,280 --> 00:35:32,010 conversational logs with your explicit permission, we will look at 517 00:35:32,010 --> 00:35:35,360 that data, but at the same time, we will do 518 00:35:35,360 --> 00:35:38,790 the logging that who looked this long, why this log 519 00:35:38,790 --> 00:35:42,100 was looked at, and one point in time. And then you 520 00:35:42,100 --> 00:35:46,510 can set up notification, that means you all security and compliance team is 521 00:35:46,510 --> 00:35:52,160 aware that what is going on. Good to know, and to know... Oh 522 00:35:52,160 --> 00:35:55,440 yeah, go ahead. Maybe from a people perspective, if I 523 00:35:55,440 --> 00:35:59,440 could answer that, from Genesys' point of view, we are 524 00:35:59,440 --> 00:36:03,730 continuously security monitoring with a group of experts that monitor 525 00:36:03,730 --> 00:36:08,710 the systems 24/ 7, using a comprehensive set of tools 526 00:36:08,710 --> 00:36:13,670 and processes and industry best practices. So, drilling into that 527 00:36:13,670 --> 00:36:16,640 a little bit more, we have a large number of 528 00:36:16,640 --> 00:36:24,500 security, engineers, security analysts, penetration testers, ethical hackers, and compliance 529 00:36:24,500 --> 00:36:29,610 analysts. They're all in house to keep our offering secure 530 00:36:29,610 --> 00:36:32,300 and compliant. And all of these experts have a wealth 531 00:36:32,300 --> 00:36:37,440 of industry experience and security monitoring, their responsibilities include event 532 00:36:37,440 --> 00:36:42,580 monitoring, intrusion detection, logging, and alerting and then vulnerability and 533 00:36:42,580 --> 00:36:47,710 incident response management. And we're also providing audit mechanisms across 534 00:36:47,710 --> 00:36:53,120 events, user access, and administration to go with it. Great. 535 00:36:56,070 --> 00:36:59,960 Here's a user common question. Maybe Toby, we could start with 536 00:36:59,960 --> 00:37:03,890 you. If my customer already has their data in Google 537 00:37:03,890 --> 00:37:07,740 Cloud platform, will they be able to access and use 538 00:37:07,740 --> 00:37:15,150 this data through CCAI? Yap. I would say generally, yes. 539 00:37:15,990 --> 00:37:18,850 I think that the most key thing to consider here 540 00:37:18,850 --> 00:37:21,780 is exactly what Kishor talked about earlier, which is identity 541 00:37:21,780 --> 00:37:24,870 and access management also called IEM in the cloud world. 542 00:37:27,050 --> 00:37:30,020 If you have authorization to use that data within your 543 00:37:30,020 --> 00:37:34,150 company, then you can use that data. Generally, as part 544 00:37:34,150 --> 00:37:37,200 of your deployment process with CCAI, you may actually go 545 00:37:37,200 --> 00:37:41,250 ahead and ask your cloud administrator to give whoever the 546 00:37:41,250 --> 00:37:45,580 developers are of that system or whoever's administrating CCAI as 547 00:37:45,580 --> 00:37:50,340 a system on Genesys to give them the appropriate roles 548 00:37:50,340 --> 00:37:54,110 and permissions to actually use that data. Typically, this data 549 00:37:54,110 --> 00:37:57,410 is going to be something like maybe conversation logs from 550 00:37:57,410 --> 00:38:01,050 previous interactions, which you might use as training data for 551 00:38:01,050 --> 00:38:06,500 your future designs. It may also be say customer databases 552 00:38:06,500 --> 00:38:09,610 you use to automatically resolve queries. So, maybe you may 553 00:38:09,610 --> 00:38:12,730 go and check to see what a customer's billing zip 554 00:38:12,730 --> 00:38:16,030 code is in a database, to be able to tell whether or not 555 00:38:16,030 --> 00:38:18,140 somebody is authorized to make a change to an account, 556 00:38:18,320 --> 00:38:21,710 or to just provide a provide an account validation question. 557 00:38:25,980 --> 00:38:28,980 Great. Looks like we answered this question, but this just 558 00:38:28,980 --> 00:38:35,470 came in via the live audience. Can the CCAI customer 559 00:38:35,470 --> 00:38:39,630 access the transcripts and can a partner access transcripts? I 560 00:38:39,630 --> 00:38:43,180 think you've touched on this Kishor. Yes. So, I would 561 00:38:44,210 --> 00:38:46,900 simply say, I think between me and Janelle and Toby, 562 00:38:46,900 --> 00:38:49,170 we've answered this question in a different format, but what 563 00:38:49,170 --> 00:38:53,010 I would say is that we take access security very, 564 00:38:53,010 --> 00:38:56,390 very serious, but it is important for us. It's important 565 00:38:56,390 --> 00:38:59,780 for Genesys because we understand that is as you see 566 00:38:59,780 --> 00:39:02,050 the voting resides, this is the biggest concern for our 567 00:39:02,600 --> 00:39:07,570 customer. And what does that mean? That means that nobody 568 00:39:07,570 --> 00:39:12,110 has access to these transcripts except the customer themselves, even 569 00:39:12,930 --> 00:39:16,770 for the customers, with the help of IIM, they can choose their 570 00:39:16,770 --> 00:39:20,600 own employees have access to this data or not. That 571 00:39:20,600 --> 00:39:23,900 is true again for the partners. Partners will not have 572 00:39:23,900 --> 00:39:27,830 access by default. So, you have to explicitly grant the 573 00:39:27,830 --> 00:39:33,070 access permission to the partners, again for highly regulated environment. 574 00:39:33,730 --> 00:39:36,240 Most of the times nobody has access to this transcript. 575 00:39:37,050 --> 00:39:39,990 Too for Dialogue Flow, you can control who gets access 576 00:39:39,990 --> 00:39:47,250 to this and finally some things I mentioned in the... Sorry, there was some echo. 577 00:39:47,370 --> 00:39:49,610 But finally, I think I haven't mentioned that I mentioned 578 00:39:49,610 --> 00:39:54,130 earlier the only simple use case where we get access 579 00:39:54,130 --> 00:39:56,900 to the transcript blogs is when you have an on 580 00:39:56,900 --> 00:40:01,370 call engineer access, transcript blogs for troubleshooting purpose. This access 581 00:40:01,370 --> 00:40:04,570 is again, taught and tracked and available for reporting anytime using 582 00:40:04,570 --> 00:40:12,830 access control transparency. That's great. Thank you. Let's go ahead and shift gears to compliance 583 00:40:12,920 --> 00:40:17,020 and resiliency and how they play a part in keeping 584 00:40:17,020 --> 00:40:21,650 systems secure. Let's look at some regulations that have been 585 00:40:21,650 --> 00:40:25,910 put in place like GDPR to protect consumers and payment 586 00:40:25,910 --> 00:40:30,780 card protection standards, all of these, of course, designed to 587 00:40:30,780 --> 00:40:35,280 protect an organization, minimize risk which can be costly if 588 00:40:35,280 --> 00:40:40,380 it's not managed well not to mention disturbing trust with 589 00:40:40,380 --> 00:40:46,530 your customers, citizens, constituents, consumers. And as you can imagine, 590 00:40:46,530 --> 00:40:49,780 many companies around the world care about this deeply as 591 00:40:49,780 --> 00:40:53,550 we saw in the poll earlier. So, why don't we 592 00:40:53,550 --> 00:40:59,410 start with Genesys what security and compliance standards do you 593 00:40:59,410 --> 00:41:04,210 offer, Janelle? Large. And so, since this is such a 594 00:41:04,210 --> 00:41:07,110 hot topic based on our poll, let's go into a little bit 595 00:41:07,110 --> 00:41:10,720 more details here. So, we support high level of compliance 596 00:41:11,020 --> 00:41:16,480 with many standards and regulations worldwide. The list is pretty 597 00:41:16,480 --> 00:41:25,800 extensive Soc 2, PCI, GDPR HIPAA, coupled with ISO, privacy 598 00:41:25,800 --> 00:41:31,880 shield compliance and USEU, and US Switzerland data transfer requirements. 599 00:41:31,880 --> 00:41:36,540 And I bet Google's list is even longer. So, same 600 00:41:36,540 --> 00:41:45,080 question to Toby. Yeah, pretty similar answer. I think that 601 00:41:45,080 --> 00:41:48,230 we overlap with most of those. But yeah, another really 602 00:41:48,230 --> 00:41:51,370 long list. The full list is available on Google Cloud's 603 00:41:51,370 --> 00:41:54,520 website. The only thing I would add to this is 604 00:41:54,720 --> 00:41:57,530 say for things like HIPAA, of course, like software itself 605 00:41:57,530 --> 00:42:00,310 doesn't come HIPAA compliant. Like you as an organization also 606 00:42:00,330 --> 00:42:03,780 have to operate in a HIPAA compliant way. But yeah, 607 00:42:03,780 --> 00:42:08,840 we do fulfill the requirements for most organizations. I would 608 00:42:08,840 --> 00:42:12,860 say the one exception is that we are still working 609 00:42:12,860 --> 00:42:18,000 on GDPR. So, and a couple of quarters we'll be 610 00:42:18,000 --> 00:42:22,860 ready to be GDPR compliant out of the box. If you 611 00:42:22,860 --> 00:42:27,130 are a European customer then in the short term, you 612 00:42:27,130 --> 00:42:29,830 would have to do a bit of extra configuration to 613 00:42:29,830 --> 00:42:33,850 become GDPR compliant, but just talk to your local sales 614 00:42:33,850 --> 00:42:37,230 engineer or a solutions architect about how to accomplish that. 615 00:42:38,400 --> 00:42:45,410 Speaking of GDPR, Janelle how does Genesys handle removal of data 616 00:42:45,690 --> 00:42:51,060 from the models in relation to GDPR rights. I know 617 00:42:51,060 --> 00:42:54,470 Google touched on protecting PII data a little bit already, 618 00:42:54,480 --> 00:42:57,210 but from a Genesys perspective, we started our work on 619 00:42:57,210 --> 00:43:03,600 GDPR back in 2017, actually. We successfully completed a data 620 00:43:03,600 --> 00:43:09,070 inventory that determined every single location in which Genesys cloud 621 00:43:09,300 --> 00:43:13,950 stores and processes and transmits that PII data. So, every 622 00:43:13,950 --> 00:43:18,640 service and Genesys cloud includes an automated mechanism for data 623 00:43:18,640 --> 00:43:23,390 access and data deletion requests. For cloud, we created also 624 00:43:23,390 --> 00:43:29,210 a GDPR API that allows companies to implement their customer's 625 00:43:29,210 --> 00:43:32,980 requests also to exercise their fundamental data rights. And with 626 00:43:32,980 --> 00:43:37,360 this API cloud users can establish a mechanism to easily 627 00:43:37,360 --> 00:43:41,330 access and manage their private data and the requests of 628 00:43:41,330 --> 00:43:46,490 their customers too. Awesome. And Kishor or Toby, anything to 629 00:43:46,490 --> 00:43:52,280 add on the GDPR front? Yeah. So, I think Toby 630 00:43:52,450 --> 00:43:57,020 replied to the GDPR, but even once we have it, it 631 00:43:57,020 --> 00:44:01,600 is important that any security is a partnership between us 632 00:44:01,600 --> 00:44:05,700 and the customer. And that is true for GDPR. We 633 00:44:05,700 --> 00:44:09,380 are the data locates and the server is our responsibility, but in 634 00:44:09,380 --> 00:44:13,690 turn handling the end customer data will be the responsibility 635 00:44:13,730 --> 00:44:18,040 of customer, like the retention timelines, or when to delete 636 00:44:18,840 --> 00:44:21,730 if the end customer is asking to remove their own 637 00:44:21,730 --> 00:44:26,230 data, our customers have to be responsible for removing that 638 00:44:26,230 --> 00:44:35,250 data. Right. Compliance is huge but also is ensuring access 639 00:44:35,250 --> 00:44:39,110 to systems and having our resilient contact center system. Janelle, 640 00:44:41,370 --> 00:44:44,480 maybe you can answer this first. How is resiliency in 641 00:44:44,480 --> 00:44:50,190 general system availability, communicated to Genesys and Google customer. So, 642 00:44:50,190 --> 00:44:54,170 for Genesys, how do we do that? Yeah, so we get that business 643 00:44:54,170 --> 00:44:58,400 continuity and resiliency is absolutely critical for your business and 644 00:44:58,400 --> 00:45:02,070 at Genesys. We believe in complete transparency, especially when it 645 00:45:02,070 --> 00:45:06,100 comes to cloud services availability. So, we publish that to 646 00:45:06,100 --> 00:45:08,720 the world, whether you're a Genesys customer or not. So, 647 00:45:08,720 --> 00:45:10,680 if you want to check it out, go to status. 648 00:45:10,690 --> 00:45:15,430 mypurecloud. com and anyone can access our status page and 649 00:45:15,520 --> 00:45:19,900 view all of our regional systems operational status, including any 650 00:45:19,900 --> 00:45:24,620 outages or degraded services. We feel really strongly about maintaining 651 00:45:24,620 --> 00:45:27,860 transparency when it comes to our cloud systems and operational 652 00:45:27,860 --> 00:45:32,070 status. And so, to help keep ourselves accountable, we publish 653 00:45:32,070 --> 00:45:37,280 it to the world. And Kishor, what about Google? Yeah, I think that 654 00:45:37,280 --> 00:45:39,430 is true with us too, that we, of course, with a cloud 655 00:45:39,430 --> 00:45:42,410 provider, we are supposed to publish the status of all 656 00:45:42,410 --> 00:45:46,470 the services. So, on Google cloud that is a status 657 00:45:46,470 --> 00:45:48,230 page where you can see the status of all the 658 00:45:48,860 --> 00:45:53,040 services. And we also send notifications to our customers if 659 00:45:53,040 --> 00:45:57,280 service pulls down, unfortunately that's the reality that things do 660 00:45:57,280 --> 00:46:00,090 go down, but also the way we have set up 661 00:46:00,090 --> 00:46:03,540 the support infrastructure between Genesys and us, which is very 662 00:46:03,540 --> 00:46:07,480 important for our end customer, that between us, if something 663 00:46:07,480 --> 00:46:10,480 goes wrong, the customer doesn't only have to work with 664 00:46:10,480 --> 00:46:13,200 one of us. And that's probably Genesys where you make 665 00:46:13,200 --> 00:46:15,600 a call and you say something is wrong and we 666 00:46:15,600 --> 00:46:19,880 work together to resolve the issue. So, we've figured out where things 667 00:46:19,880 --> 00:46:23,490 are going wrong, but our support takes care of all 668 00:46:23,490 --> 00:46:29,180 of this as a part of integrated solution. Awesome. And 669 00:46:29,180 --> 00:46:35,090 another important question we received is what are your SLAs? Janell, you want 670 00:46:35,090 --> 00:46:39,770 to take that? Yep. So, resilient systems we know are 671 00:46:39,770 --> 00:46:42,520 core to your business strategy. So, they're core to our 672 00:46:42,520 --> 00:46:49,170 business strategy. So, we offer continuous service 24/7, 365 days 673 00:46:49,180 --> 00:46:52,440 a year, and we strive for a 100% uptime. And 674 00:46:52,440 --> 00:46:56,240 I'm proud to say between February and now at the 675 00:46:56,240 --> 00:46:58,720 time of this recording in early May, we've had a 676 00:46:58,720 --> 00:47:04,010 100% uptime across every region, where Genesys cloud is deployed. 677 00:47:04,650 --> 00:47:08,410 So, I'll add as well, except for scheduled downtime in 678 00:47:08,410 --> 00:47:11,490 which we offer at least three days notice. So, you 679 00:47:11,490 --> 00:47:14,840 can be prepared and which will not exceed five hours 680 00:47:14,840 --> 00:47:18,770 a month so you can be assured about that. And 681 00:47:18,770 --> 00:47:22,900 we do stand behind our resiliency SLA2. So, we offer 682 00:47:22,900 --> 00:47:29,770 credits back to you if downtime drops below 99.99, but 683 00:47:29,880 --> 00:47:36,240 you can be assured that we're regularly achieving 99.995 or 684 00:47:36,240 --> 00:47:46,480 higher, which is about 27 minutes year downtime. Awesome. Yeah, 685 00:47:47,090 --> 00:47:50,700 I think we strive for very similar numbers. Google being a 686 00:47:50,700 --> 00:47:53,010 cloud provider. Of course, it is very critical for us 687 00:47:53,010 --> 00:47:56,840 to have high SLA numbers three nines, four nines, I 688 00:47:58,970 --> 00:48:02,680 cannot unfortunately like Janelle give you specific numbers because Google 689 00:48:02,680 --> 00:48:06,740 cloud has many, many products and different products have different 690 00:48:06,840 --> 00:48:11,700 SLAs. So, I would request, everybody in the audience to 691 00:48:11,700 --> 00:48:14,410 look at our SLA pages for our products. And then 692 00:48:14,410 --> 00:48:18,080 they are very explicitly mentioned that what kind of SLAs 693 00:48:18,190 --> 00:48:24,820 we provide. Point is transparency. It's provided online by cloud 694 00:48:24,820 --> 00:48:31,720 companies. Let's go ahead and, before we move to Q and A, 695 00:48:31,720 --> 00:48:36,680 let's just talk a little bit about business continuity. These 696 00:48:36,680 --> 00:48:41,060 last several weeks have been a challenge for every business 697 00:48:41,060 --> 00:48:45,080 around the world, and it's really highlighted the need for 698 00:48:45,080 --> 00:48:48,550 a well honed business continuity plan that covers a broad 699 00:48:48,550 --> 00:48:52,760 range of scenarios. So, let's go to Janelle on this 700 00:48:52,760 --> 00:48:56,700 topic and tell us how Genesys and Google have been 701 00:48:56,700 --> 00:49:01,390 partnering to provide business continuity. Sure. I'm proud to be 702 00:49:01,390 --> 00:49:06,050 partnering with Google, always, and especially during these times, as 703 00:49:06,050 --> 00:49:10,210 we came out with a joint solution, powered by Genensys cloud and 704 00:49:10,210 --> 00:49:17,110 Genesys, a Google cloud CCAI so that, companies across the 705 00:49:17,110 --> 00:49:23,330 globe could very easily handled spikes in call volumes, especially 706 00:49:23,330 --> 00:49:26,810 related to COVID- 19 questions. So, think of some of 707 00:49:26,810 --> 00:49:33,970 the industries that Toby mentioned earlier with healthcare, financial services, 708 00:49:34,080 --> 00:49:39,530 retail, even government. Really, as a first line of response 709 00:49:39,610 --> 00:49:46,360 through an automated of virtual agent that provides 24/7 conversational 710 00:49:46,360 --> 00:49:50,200 self- service supported, not just in the voice channel, but 711 00:49:50,200 --> 00:49:54,430 across chat and messaging as well. And this offer is 712 00:49:54,960 --> 00:49:59,790 out for you to consume a free, up and running 713 00:49:59,790 --> 00:50:02,670 in one to two weeks. And the offer is valid 714 00:50:02,670 --> 00:50:08,170 till July 31st with our combined solution. Awesome. Thank you. 715 00:50:09,280 --> 00:50:14,480 So, that brings us to some time for Q and A so 716 00:50:14,480 --> 00:50:16,560 we can take some live questions. Josh, you want to 717 00:50:16,560 --> 00:50:22,480 kick it off? I'd be happy to. So, just so 718 00:50:22,750 --> 00:50:26,790 everybody's aware we only have about seven or so minutes 719 00:50:26,790 --> 00:50:29,620 to go through Q and A but don't fret if 720 00:50:29,620 --> 00:50:32,240 we do not answer your question aloud, which might happen, 721 00:50:32,900 --> 00:50:34,760 we will follow up with you via email within the 722 00:50:34,760 --> 00:50:38,090 next few business days. So, with that, I think we 723 00:50:38,090 --> 00:50:39,730 are good to kick it off with our first question, 724 00:50:39,930 --> 00:50:47,550 Wendy. Looks like we've got a question here, is the data saved 725 00:50:47,550 --> 00:50:53,020 on both Google and the Genesys system and how the 726 00:50:53,020 --> 00:50:57,050 data not only PII in general is used between the 727 00:50:57,050 --> 00:51:04,380 two systems, if I'm interpreting that question, right? Maybe, Kishor 728 00:51:05,600 --> 00:51:09,330 will consider that. I think, I can get that question if you want. Kishor, do you prefer 729 00:51:09,330 --> 00:51:15,560 to take it? No, go ahead Toby, please. So, the 730 00:51:15,560 --> 00:51:18,130 data, I mean, I'd say like the data that CCAI 731 00:51:18,160 --> 00:51:22,480 uses can be on either or both systems just depending 732 00:51:22,480 --> 00:51:27,540 on the configuration for your particular organization. So, in particular, 733 00:51:27,540 --> 00:51:31,750 I would say that the most common way that I 734 00:51:31,750 --> 00:51:36,450 see data passed between, say Genesys cloud and CCAI virtual 735 00:51:36,450 --> 00:51:40,560 agent is when you're entering or exiting CCAI virtual agent 736 00:51:40,560 --> 00:51:44,820 conversation. So, say if you've redirected somebody from another menu 737 00:51:44,820 --> 00:51:47,340 where it said, " Press two to talk to our automated 738 00:51:47,630 --> 00:51:50,760 billing agent." And they go over to that billing agent 739 00:51:50,760 --> 00:51:55,980 picks up the phone and says, " Hi, welcome Toby. How 740 00:51:55,980 --> 00:52:00,070 can I help you with your billing today? You may have 741 00:52:00,070 --> 00:52:04,060 gone and actually passed, my name Toby to the CCAI 742 00:52:04,060 --> 00:52:06,410 virtual agent. So, in that case, you will have data on 743 00:52:06,490 --> 00:52:12,870 in both the Genesis and in CCAI virtual agent. However, 744 00:52:12,870 --> 00:52:15,290 it's also totally possible that you never do that pass 745 00:52:15,290 --> 00:52:18,070 through. And that data is actually stored in say a 746 00:52:18,070 --> 00:52:21,310 Google cloud database. In that case, then it's only on 747 00:52:21,310 --> 00:52:25,750 CCAI virtual agents. The point is that just based on 748 00:52:25,750 --> 00:52:32,220 your own regulatory compliance security, just general convenience of the 749 00:52:32,220 --> 00:52:35,130 way you design your IT you can configure it the 750 00:52:35,130 --> 00:52:39,640 way that makes sense for your organization. Now, I'll add 751 00:52:39,640 --> 00:52:42,750 on the Genesys side, it's a pass through. And I 752 00:52:42,750 --> 00:52:45,750 mentioned, I think before, too, when it comes to saving 753 00:52:45,750 --> 00:52:49,180 like call recordings or transcripts, those can be saved in 754 00:52:49,180 --> 00:52:56,790 your, on premises data stores as well. So, I think 755 00:52:56,790 --> 00:53:02,130 we have time for maybe one more question here. Maybe 756 00:53:02,130 --> 00:53:07,370 two, can we store data in a specific region? I 757 00:53:07,370 --> 00:53:11,260 think that this would be a good one for both 758 00:53:11,260 --> 00:53:17,290 of us to answer. So, who would like to start? I 759 00:53:17,290 --> 00:53:25,630 volunteer, Kishor. So, I tell you at present, all the 760 00:53:25,630 --> 00:53:32,010 CCAI data gets stored in USA. We do have plans 761 00:53:32,010 --> 00:53:37,640 to do the regionalization and localization by end of Q3. That's 762 00:53:37,640 --> 00:53:43,470 the current plan, once we launched that feature at that point in 763 00:53:43,560 --> 00:53:46,070 time, you will be able to store the data in 764 00:53:46,070 --> 00:53:58,640 a specific region. Yeah, and for Genesys- Genesys side. It can be 765 00:53:58,640 --> 00:54:03,100 stored in region as well on the Genesys side. We 766 00:54:03,100 --> 00:54:09,440 support many different regions from a cloud perspective. I'll add 767 00:54:09,440 --> 00:54:12,330 one more thing in case it wasn't mentioned, but definitely 768 00:54:12,330 --> 00:54:14,330 a lot of our customers also opt to store data 769 00:54:14,330 --> 00:54:18,480 on prem, especially if their existing compliance system is already 770 00:54:18,480 --> 00:54:20,740 there. So, I tend to see this a lot, especially 771 00:54:20,740 --> 00:54:28,780 with banks. Right, right. What about Dialogue Flow? Is it 772 00:54:28,780 --> 00:54:34,460 available globally? And does it support all of the common 773 00:54:34,460 --> 00:54:42,410 languages? Who wants to grab that? Yep, sure. I think right now we 774 00:54:42,410 --> 00:54:48,050 support 23 different languages and probably about 30 locales total. 775 00:54:48,640 --> 00:54:50,910 So, that is a say that we say, for instance, 776 00:54:50,910 --> 00:54:54,200 people speak English differently in like Hyderabad versus New York 777 00:54:54,230 --> 00:54:57,500 City. And so, we have different localizations for languages in 778 00:54:57,500 --> 00:55:01,900 each place but yeah, I mean, we do cover, I 779 00:55:01,900 --> 00:55:06,950 mean, probably most of the global population in terms of 780 00:55:06,950 --> 00:55:10,220 language score and we're always adding more. I guess, you 781 00:55:10,220 --> 00:55:12,430 could probably imagine but Google does have a lot of 782 00:55:12,450 --> 00:55:14,950 natural language data from all the people using Google Assistant 783 00:55:14,950 --> 00:55:19,630 and Google search. Yeah, that's great. And in addition to 784 00:55:19,630 --> 00:55:24,420 that, I will have to that remember multichannels so, there are specific language support for 785 00:55:24,420 --> 00:55:29,360 X, but the language support for what your region different. So, 786 00:55:29,360 --> 00:55:31,700 because that needs to happen like that is what speaks 787 00:55:31,700 --> 00:55:35,430 to texts happening. So, we have a page with describe 788 00:55:35,600 --> 00:55:40,330 all different kinds of languages supported on different channels on 789 00:55:40,330 --> 00:55:42,900 Google cloud. So, you can search for that dialogue fluid 790 00:55:42,900 --> 00:55:46,150 language support, and you can look at that page for 791 00:55:46,150 --> 00:55:51,090 detail information. narrative for now you should be forget it. 792 00:55:54,730 --> 00:55:58,580 We have a question that came in just now. I'm 793 00:55:58,580 --> 00:56:03,960 interested in... This is a Genesys customer on Genesys Engage on prem 794 00:56:04,400 --> 00:56:10,540 and they're interested in IVR or conversational AI and they're 795 00:56:10,540 --> 00:56:16,110 implementing JR which is intelligent automation, at the moment, can 796 00:56:16,110 --> 00:56:22,600 you comment something about this kind of implementation? Sure. I can. And I 797 00:56:22,600 --> 00:56:26,090 see that the person asking the question is from Lima, 798 00:56:26,090 --> 00:56:29,590 Peru, so hello to you and Lima, Peru. Thank you 799 00:56:29,590 --> 00:56:33,970 for your question. So, actually it reminds me that one 800 00:56:34,040 --> 00:56:39,540 of our customers, in healthcare customer here in North America, 801 00:56:39,590 --> 00:56:46,380 they have already implemented that COVID- 19 virtual agent, that we're 802 00:56:46,380 --> 00:56:49,530 partnering with Google on. And I was talking about earlier, 803 00:56:49,840 --> 00:56:53,560 they're actually a pure connect premise customer, but how they're 804 00:56:53,560 --> 00:56:59,540 doing that implementation is also in leveraging Genesys intelligent automation. 805 00:56:59,540 --> 00:57:02,760 So, my comment back to you would be that, we 806 00:57:02,760 --> 00:57:07,320 do have that integration between intelligent automation that can leverage 807 00:57:07,920 --> 00:57:12,240 the virtual agent capabilities of Google CCAI as well. Unfortunately, as 808 00:57:12,400 --> 00:57:14,640 like, I would want to draw you a picture or 809 00:57:14,640 --> 00:57:17,300 spend more time on this. So, I would point you 810 00:57:17,300 --> 00:57:20,820 to your solutions engineer or your partner support to go 811 00:57:20,820 --> 00:57:23,220 into more details, but my message to you is that 812 00:57:23,520 --> 00:57:27,370 it's possible from a technical perspective and has been done 813 00:57:27,370 --> 00:57:32,770 as well. Awesome. Thank you Janelle. That's all we have 814 00:57:32,770 --> 00:57:36,750 time for today, but it's been a great conversation, a big thank 815 00:57:36,920 --> 00:57:40,350 you to our panelists, to Kishor, Toby, Janelle, thank you. 816 00:57:40,710 --> 00:57:42,860 And I hope that we were able to answer some 817 00:57:42,860 --> 00:57:45,980 of your most pressing security questions, and if we didn't, 818 00:57:46,130 --> 00:57:49,130 we'll be following up to get you those answers. So, 819 00:57:49,130 --> 00:57:53,500 thank you. And, Josh back over to you. Sounds great. 820 00:57:53,980 --> 00:57:56,320 So, to wrap up, don't forget to take advantage of 821 00:57:56,320 --> 00:57:59,120 those additional resources within the resource list below the Q 822 00:57:59,120 --> 00:58:01,950 and A window. Click those before today's session ends and 823 00:58:01,950 --> 00:58:03,830 they'll open up a new tab in your browser and 824 00:58:03,830 --> 00:58:07,510 definitely expand on today's topic. And also be sure to 825 00:58:07,510 --> 00:58:10,190 check out our new podcast Tech Talks in 20, where 826 00:58:10,190 --> 00:58:12,780 you can sit down with Genesys experts to discuss the 827 00:58:12,780 --> 00:58:15,100 topics that you want to know more about in about 828 00:58:15,100 --> 00:58:18,210 20 minutes. You can listen on our website links in 829 00:58:18,210 --> 00:58:20,890 the podcast widget below, or you can tune in on 830 00:58:20,890 --> 00:58:24,610 iTunes, Google Play, Spotify and Stitcher. So, with that on 831 00:58:24,610 --> 00:58:28,010 behalf of Wendy, Janelle, Kishor and Toby and the entire Genesys 832 00:58:28,010 --> 00:58:31,470 team, we thank you for joining today's webcast. Until next 833 00:58:31,470 --> 00:00:00,000 time, have a good one, everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001Id5pQAC"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys Webinar Bytes All your Contact Center AI security questions answered [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security. Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,950 Thanks, Wendy. So, contact center AI offered by Google and Genesys 2 00:00:05,950 --> 00:00:10,260 is an integrated solution. And what it means is that it gives you 3 00:00:10,260 --> 00:00:14,610 the best of both worlds. Genesys is a leader in 4 00:00:14,610 --> 00:00:18,120 contact center space and Google is in AI space. So, 5 00:00:18,120 --> 00:00:21,980 we come together, we integrate our products and we offer 6 00:00:21,980 --> 00:00:26,540 it to our end customers. It is an omnichannel solution so that 7 00:00:26,540 --> 00:00:30,470 means you can have a chat integration, voice integration and 8 00:00:30,470 --> 00:00:35,360 social media integration out of the box. Typically, contact center 9 00:00:35,390 --> 00:00:39,550 AI solution needs to take care of three different kinds 10 00:00:39,550 --> 00:00:43,700 of stakeholders. First stakeholder is the end customer. So, end 11 00:00:43,910 --> 00:00:47,170 customer calls in into the contact center and they are 12 00:00:47,170 --> 00:00:51,220 either interacting with the bot or they are interacting with 13 00:00:51,220 --> 00:00:55,020 the human agent. So, human agents are our second stakeholders. 14 00:00:55,540 --> 00:01:00,330 And the third stakeholder are basically agent managers or customer 15 00:01:00,330 --> 00:01:04,960 experience executives because they need transparency into the contact center. 16 00:01:04,980 --> 00:01:09,360 Remember contact center, mostly handles unstructured data that is like 17 00:01:09,590 --> 00:01:13,550 voice or chat. And it is very important to take this unstructured data and create structure and information out of this data. And Google AI can help 18 00:01:13,550 --> 00:01:25,370 you dig this unstructured data and create structure out of 19 00:01:25,370 --> 00:01:27,490 it. Toby, do you want to add something to that? 20 00:01:27,490 --> 00:01:32,510 Yeah, definitely. I think that I'd also like to break it down a little 21 00:01:32,780 --> 00:01:34,970 bit about where the technology comes from and what it 22 00:01:34,990 --> 00:01:40,000 actually means for contact center operators. So, just to set 23 00:01:40,000 --> 00:01:42,530 a little bit of interesting background here. So, contact center 24 00:01:42,530 --> 00:01:47,670 AI is actually made up of, I'd say three big 25 00:01:47,670 --> 00:01:51,850 separate components that are integrated into Genesys ecosystem. One of them is 26 00:01:51,850 --> 00:01:54,990 CCAI virtual agents, which is based on a piece of 27 00:01:54,990 --> 00:01:58,850 software called Dialogue Flow. Dialogue Flow is actually a platform 28 00:01:59,630 --> 00:02:03,010 that's used program, Google Assistant at Google. So, this is 29 00:02:03,010 --> 00:02:05,090 actually the same piece of software that developers use to 30 00:02:05,090 --> 00:02:09,470 actually build their voice applications for AI assistance. On the 31 00:02:09,470 --> 00:02:13,150 second one is Agent Assist. This is actually a piece 32 00:02:13,150 --> 00:02:16,480 of software prides provides AI augmentation for our contact center 33 00:02:16,480 --> 00:02:21,100 agent's job helping them go and fill in fields automatically 34 00:02:21,280 --> 00:02:23,780 or giving them turn by turn guidance for solving a 35 00:02:23,780 --> 00:02:27,850 complex issue. And finally, there's also Insights AI. And so, 36 00:02:27,850 --> 00:02:30,760 what this does is it actually surfaces all the information 37 00:02:30,760 --> 00:02:33,360 that the artificial intelligence is actually seeing out in the 38 00:02:33,360 --> 00:02:37,790 field at your contact center in a digestible format. So, 39 00:02:37,790 --> 00:02:41,060 what does it actually mean? Especially, I would say Dialogue 40 00:02:41,060 --> 00:02:43,700 Flow is the one CCAI virtual agent, which based on Dialogue 41 00:02:43,700 --> 00:02:46,770 Flow is when I get the most questions on from contact center 42 00:02:46,770 --> 00:02:51,410 operators. This is a combination of some things there are 43 00:02:51,410 --> 00:02:54,210 net new and also things that are kind of just 44 00:02:54,210 --> 00:02:57,040 like next generation of tasks you already do for your 45 00:02:57,040 --> 00:03:00,300 contact center. I'd say the most relatable thing is the 46 00:03:00,300 --> 00:03:04,340 thing that most next generation. So, if say your program 47 00:03:04,340 --> 00:03:09,500 menu, oftentimes nowadays you'll use a keyword recognition system, something 48 00:03:09,500 --> 00:03:12,190 where if somebody says something like pay my bill, that 49 00:03:12,190 --> 00:03:14,720 will go to the pay bill menu and walk you 50 00:03:14,720 --> 00:03:18,140 through that. The next generation gear, when you actually using 51 00:03:18,140 --> 00:03:22,010 something like CCAI virtual agent is people can express themselves 52 00:03:22,010 --> 00:03:24,330 however they want and the system will still capture it. 53 00:03:24,620 --> 00:03:30,230 So, something like, " Hey, I want to pay my bill 54 00:03:30,230 --> 00:03:33,120 now. Is it possible to do it by a credit 55 00:03:33,120 --> 00:03:35,820 card?" It would be able to actually go and pick 56 00:03:35,820 --> 00:03:40,080 up that utterance and still classify the intent as being 57 00:03:40,080 --> 00:03:42,240 pay my bill, even though it was very open ended 58 00:03:42,240 --> 00:03:47,540 and freely expressed. I would say that menu replacements tend 59 00:03:47,540 --> 00:03:49,960 to be the first step that most people actually do 60 00:03:50,030 --> 00:03:52,080 when they use the system. And then they tend to 61 00:03:52,080 --> 00:03:54,110 move on to much more sophisticated use cases, where we 62 00:03:54,250 --> 00:03:58,110 do say automated diagnostics or a resolution of issues even 63 00:03:58,110 --> 00:08:22,800 if it's quite complex. a good one, everyone. Genesys Cloud Demo See Genesys Cloud in action: Let’s get digital Digital channels add key context to the customer journey [cutoff co_thick="2px"][webinarschedulesingle]Let your customers and prospects communicate with your business on their terms. This was difficult in the past; agents had to manage multiple systems and customer context often was lost between channels. But, modern technology has streamlined things. An all-in-one contact center solution makes it easy to reach users on the channels they prefer. That means you can communicate where your customers want and keep track of the thread, if their preferences change. Join us for this Genesys Cloud Demo as we dig into digital channels. Learn how to manage chat, email, SMS, social media and more — all within your call center software.[mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6dbQAA"] Meet the Speakers Kenny Saalman Associate Strategic Sales Consultant Genesys Webinar Bytes Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Watch these webinar bytes where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,540 So first and foremost, AI is here to stay. I 2 00:00:02,540 --> 00:00:06,350 don't think I have to tell anyone that. IDC estimates 3 00:00:06,350 --> 00:00:08,540 that this is a market that's going to grow to 4 00:00:08,540 --> 00:00:13,770 $ 97 billion by 2023, and that over 50% of 5 00:00:13,770 --> 00:00:17,290 interactions are going to be augmented or enriched by AI. 6 00:00:17,820 --> 00:00:20,260 But what we want to do is inspire any chief 7 00:00:20,260 --> 00:00:24,560 marketing officers or chief experience officers to understand how AI 8 00:00:24,560 --> 00:00:26,940 can help you in the contact center, to make sure 9 00:00:26,940 --> 00:00:29,540 that you have the ability to lobby for some share 10 00:00:29,540 --> 00:00:32,050 of market where your company wants to spend their AI 11 00:00:32,250 --> 00:00:37,640 dollars. The reason that is, is because you want to 12 00:00:37,640 --> 00:00:40,540 be able to differentiate the experience that you give your 13 00:00:40,540 --> 00:00:44,720 customers, and that requires being able to personalize every single 14 00:00:44,720 --> 00:00:48,890 one of those interactions. Now, the need for personalization is 15 00:00:48,890 --> 00:00:51,850 going to stretch beyond what is available on a customer 16 00:00:51,850 --> 00:00:57,420 data platform today. CDPs have the ability to store information 17 00:00:57,420 --> 00:01:00,320 about customers, but if you really want to take that 18 00:01:00,320 --> 00:01:05,030 next level on personalization, it's going to require stitching, enriching, 19 00:01:05,030 --> 00:01:07,690 and augmenting much of that data to be able to 20 00:01:07,690 --> 00:01:12,900 personalize the interactions. If we think about the fact that 21 00:01:13,290 --> 00:01:17,790 50% of these interactions will be augmented by AI, then 22 00:01:17,870 --> 00:01:21,150 we need to go beyond just a single interaction in 23 00:01:21,150 --> 00:01:23,670 a single channel to really be able to understand the 24 00:01:23,670 --> 00:01:28,320 context across many channels over the lifetime of a customer's 25 00:01:28,960 --> 00:01:32,140 relationship with a brand. So being able to harmonize and 26 00:01:32,140 --> 00:01:34,550 understand all of that context is going to be really 27 00:01:34,550 --> 00:01:39,780 important. No AI investment would be complete without the right 28 00:01:39,780 --> 00:01:42,590 level of analytics and reporting. So we want to make 29 00:01:42,590 --> 00:01:46,010 sure that you have the ability to really understand how 30 00:01:46,010 --> 00:01:51,630 your AI investment is performing, the optimization and really be 31 00:01:51,630 --> 00:01:57,170 able to fine tune this investment. Now, Forrester estimates in 32 00:01:57,170 --> 00:02:02,240 a survey last year that 53% of companies already have 33 00:02:02,240 --> 00:02:06,630 implemented or are implementing some form of artificial intelligence, and 34 00:02:06,630 --> 00:02:09,150 this is great because what we see is that we've 35 00:02:09,150 --> 00:02:13,670 passed critical mass. But it also means that 47% of 36 00:02:13,670 --> 00:02:17,660 companies have not yet deployed artificial intelligence. Now, there's a 37 00:02:17,660 --> 00:02:21,830 couple of barriers to adoption and that can range from 38 00:02:21,880 --> 00:02:26,790 being able to achieve it at scale, to security, to 39 00:02:26,790 --> 00:02:30,880 adoption, and even some of the conversational intelligence. But what 40 00:02:30,880 --> 00:02:33,790 I want to leave you with today is how Genesys 41 00:02:33,860 --> 00:02:37,050 is helping you overcome some of those challenges. So I'm 42 00:02:37,050 --> 00:02:40,430 going to go through these one by one. We have 43 00:02:40,430 --> 00:02:44,010 made a significant investment in a data science team that 44 00:02:44,030 --> 00:02:48,440 is very focused on AI ethics and algorithmic integrity, and 45 00:02:48,440 --> 00:02:50,980 to be able to deliver some of this AI at 46 00:02:50,980 --> 00:02:55,030 scale. So we have the ability to optimize, orchestrate and 47 00:02:55,030 --> 00:02:58,720 really automate many of these processes. For those of you 48 00:02:58,720 --> 00:03:02,120 that are Genesys customers today, that our Genesys Cloud, our 49 00:03:02,120 --> 00:03:06,470 Genesys Engage and our PureCloud platforms are all 100% secured to 50 00:03:06,470 --> 00:03:07,040 the core. On-Demand LinkedIn Live Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]Register now for this On-Demand LinkedIn Live session where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences.[cutoff co_thick="2px"]1 00:00:15,330 --> 00:00:17,630 Thank you all for joining. I'm excited to be here 2 00:00:17,630 --> 00:00:21,550 today to talk about Genesys AI. My name is Elcenora 3 00:00:21,550 --> 00:00:24,600 Martinez, and I'm the VP of product management for AI 4 00:00:24,600 --> 00:00:28,800 here at Genesys. I'm Dan Arra. I am the VP 5 00:00:28,800 --> 00:00:34,240 of sales for AI at Genesys. So let me walk 6 00:00:34,240 --> 00:00:37,220 you through what we'll be talking about today, and at 7 00:00:37,220 --> 00:00:39,910 any point in time if you have any questions, please 8 00:00:39,910 --> 00:00:41,730 feel free to ask them in the chat. We are 9 00:00:41,730 --> 00:00:43,500 going to have folks that are going to be monitoring 10 00:00:43,500 --> 00:00:46,190 live and able to ask your questions, and if you 11 00:00:46,190 --> 00:00:49,640 do miss anything, this whole recording will be available on 12 00:00:49,640 --> 00:00:53,260 Genesys. com in a couple of days. So today we're 13 00:00:53,260 --> 00:00:55,610 going to be talking about a couple of trends that 14 00:00:55,610 --> 00:00:59,370 you really can't afford to ignore and how those dovetail 15 00:00:59,370 --> 00:01:02,450 really nicely into what we believe is a roadmap for 16 00:01:02,450 --> 00:01:06,690 success. We're going to talk about why Genesys AI and 17 00:01:06,690 --> 00:01:09,800 introduce you to this notion of experience as a service, 18 00:01:09,800 --> 00:01:12,730 which is a best way to supersize the experience that 19 00:01:12,740 --> 00:01:15,900 you're providing your customers today. We're going to go deep 20 00:01:15,900 --> 00:01:18,950 into our predictive engagement product, which is one of our 21 00:01:18,950 --> 00:01:22,270 lead offerings on the AI portfolio. Then we're going to 22 00:01:22,270 --> 00:01:25,870 talk about where to go for more information or if 23 00:01:25,870 --> 00:01:31,340 you would like some additional demonstrations. So first and foremost, 24 00:01:31,430 --> 00:01:33,350 AI is here to stay. I don't think I have 25 00:01:33,350 --> 00:01:37,540 to tell anyone that. IDC estimates that this is a 26 00:01:37,540 --> 00:01:40,900 market that's going to grow to $ 97 billion by 27 00:01:40,910 --> 00:01:45,280 2023, and that over 50% of interactions are going to 28 00:01:45,280 --> 00:01:48,750 be augmented or enriched by AI. But what we want 29 00:01:48,750 --> 00:01:51,910 to do is inspire any chief marketing officers or chief 30 00:01:51,910 --> 00:01:55,440 experience officers to understand how AI can help you in 31 00:01:55,440 --> 00:01:57,730 the contact center, to make sure that you have the 32 00:01:57,730 --> 00:02:01,010 ability to lobby for some share of market where your 33 00:02:01,010 --> 00:02:05,090 company wants to spend their AI dollars. The reason that 34 00:02:05,090 --> 00:02:09,290 is, is because you want to be able to differentiate 35 00:02:09,290 --> 00:02:12,550 the experience that you give your customers, and that requires 36 00:02:12,550 --> 00:02:16,080 being able to personalize every single one of those interactions. 37 00:02:16,610 --> 00:02:20,430 Now, the need for personalization is going to stretch beyond 38 00:02:20,430 --> 00:02:24,550 what is available on a customer data platform today. CDPs 39 00:02:24,550 --> 00:02:29,060 have the ability to store information about customers, but if 40 00:02:29,060 --> 00:02:32,330 you really want to take that next level on personalization, 41 00:02:32,610 --> 00:02:36,670 it's going to require stitching, enriching, and augmenting much of 42 00:02:36,670 --> 00:02:41,410 that data to be able to personalize the interactions. If 43 00:02:41,410 --> 00:02:45,240 we think about the fact that 50% of these interactions 44 00:02:45,260 --> 00:02:49,140 will be augmented by AI, then we need to go 45 00:02:49,140 --> 00:02:52,390 beyond just a single interaction in a single channel to 46 00:02:52,390 --> 00:02:56,240 really be able to understand the context across many channels 47 00:02:56,410 --> 00:03:00,440 over the lifetime of a customer's relationship with a brand. 48 00:03:00,650 --> 00:03:03,410 So being able to harmonize and understand all of that 49 00:03:03,410 --> 00:03:08,130 context is going to be really important. No AI investment 50 00:03:08,130 --> 00:03:11,150 would be complete without the right level of analytics and 51 00:03:11,150 --> 00:03:13,650 reporting. So we want to make sure that you have 52 00:03:13,650 --> 00:03:17,880 the ability to really understand how your AI investment is 53 00:03:17,880 --> 00:03:23,040 performing, the optimization and really be able to fine tune 54 00:03:23,040 --> 00:03:28,420 this investment. Now, Forrester estimates in a survey last year 55 00:03:28,420 --> 00:03:34,280 that 53% of companies already have implemented or are implementing 56 00:03:34,280 --> 00:03:38,200 some form of artificial intelligence, and this is great because 57 00:03:38,200 --> 00:03:41,570 what we see is that we've passed critical mass. But 58 00:03:41,570 --> 00:03:45,260 it also means that 47% of companies have not yet 59 00:03:45,260 --> 00:03:48,930 deployed artificial intelligence. Now, there's a couple of barriers to 60 00:03:48,930 --> 00:03:54,400 adoption and that can range from being able to achieve 61 00:03:54,400 --> 00:03:58,680 it at scale, to security, to adoption, and even some 62 00:03:58,680 --> 00:04:01,700 of the conversational intelligence. But what I want to leave 63 00:04:01,700 --> 00:04:05,570 you with today is how Genesys is helping you overcome 64 00:04:05,570 --> 00:04:07,790 some of those challenges. So I'm going to go through 65 00:04:07,790 --> 00:04:12,240 these one by one. We have made a significant investment 66 00:04:12,240 --> 00:04:15,780 in a data science team that is very focused on 67 00:04:15,780 --> 00:04:19,290 AI ethics and algorithmic integrity, and to be able to 68 00:04:19,340 --> 00:04:22,560 deliver some of this AI at scale. So we have 69 00:04:22,560 --> 00:04:26,530 the ability to optimize, orchestrate and really automate many of 70 00:04:26,530 --> 00:04:30,200 these processes. For those of you that are Genesys customers 71 00:04:30,280 --> 00:04:34,030 today, that our Genesys Cloud, our Genesys Engage and our PureCloud 72 00:04:34,030 --> 00:04:39,700 platforms are all 100% secured to the core. We're also 73 00:04:39,700 --> 00:04:43,030 driving adoption because the way we think of our AI 74 00:04:43,030 --> 00:04:46,640 platform is everything is event driven, and what this means 75 00:04:46,640 --> 00:04:49,890 for you is it gives you greater flexibility to be 76 00:04:49,890 --> 00:04:54,210 able to think about web events, conversation event, maybe even 77 00:04:54,210 --> 00:04:58,010 custom events, and so your starting point can different ways 78 00:04:58,010 --> 00:05:02,700 it can really drive that adoption within the company. We're 79 00:05:02,700 --> 00:05:07,160 also very focused on usability. We've made great investments in 80 00:05:07,160 --> 00:05:11,190 a design thinking functionality, so that delivering products that are 81 00:05:11,190 --> 00:05:13,970 user centered are very much to the core of how 82 00:05:13,970 --> 00:05:16,900 we think of our roadmap. So we think about ways 83 00:05:16,900 --> 00:05:19,960 to onboard, to make sure that you can see successes 84 00:05:19,990 --> 00:05:23,010 early on in ways that it doesn't require an army 85 00:05:23,010 --> 00:05:27,940 of data scientist. Then finally, we're really focused on bringing 86 00:05:27,940 --> 00:05:31,200 you a higher level of conversational intelligence through all of 87 00:05:31,200 --> 00:05:34,030 the bot interactions in ways that it feels like you're 88 00:05:34,030 --> 00:05:39,260 conversing with a human agent. So why Genesys AI, and 89 00:05:39,260 --> 00:05:42,130 more specifically why predictive engagement, which I said is one 90 00:05:42,130 --> 00:05:44,560 of the lead offerings in our AI suite of offerings? 91 00:05:46,040 --> 00:05:50,820 Simply put, the average consumer receives up to 10,000 brand 92 00:05:50,820 --> 00:05:54,820 messages every day, and what that means for you as 93 00:05:54,820 --> 00:05:58,210 a brand is you have to rely on information that 94 00:05:58,210 --> 00:06:02,260 exists within your own customer data platform, enrich that with 95 00:06:02,260 --> 00:06:06,500 CRM information or some other custom applications to really reach 96 00:06:06,870 --> 00:06:12,560 that target customer. But there's definitely a better way. If 97 00:06:12,560 --> 00:06:15,700 you think about your customer at the center of how 98 00:06:15,700 --> 00:06:18,650 you think about these experiences, we want to introduce you 99 00:06:18,660 --> 00:06:21,550 to the notion of experience as a service as a 100 00:06:21,550 --> 00:06:26,460 better way of delivering exceptional experiences, and what this entails 101 00:06:26,490 --> 00:06:29,600 is to really think about all of these interactions we've 102 00:06:29,600 --> 00:06:32,530 talked about over the course of a lifetime of a 103 00:06:32,530 --> 00:06:35,430 customer and a brand, and all of the data that 104 00:06:35,430 --> 00:06:37,970 is collected both on the customer side as well as 105 00:06:37,970 --> 00:06:40,760 all of the information that's collected from all of the 106 00:06:40,780 --> 00:06:45,530 employee and agent interactions, and enrich that in augment it 107 00:06:45,610 --> 00:06:48,730 with artificial intelligence, so that you have a higher level 108 00:06:48,730 --> 00:06:52,470 of conversational intelligence and so that you can really optimize. 109 00:06:52,770 --> 00:06:55,180 So what that does is it gives you the ability 110 00:06:55,180 --> 00:06:58,850 to really provide experience as a service to every single 111 00:06:58,850 --> 00:07:01,860 one of these customers. Now, this is a big idea, 112 00:07:02,130 --> 00:07:04,170 and so what I want to do is I want 113 00:07:04,170 --> 00:07:07,410 to talk about what some of these imperatives for experience 114 00:07:07,410 --> 00:07:10,880 as a service are. As I go through each one 115 00:07:10,880 --> 00:07:13,100 of these, what I want to challenge you is to 116 00:07:13,100 --> 00:07:17,360 think about how well each one of your companies is 117 00:07:17,360 --> 00:07:21,450 doing on delivering some of these imperatives. So as a 118 00:07:21,450 --> 00:07:24,830 customer, I want you to show me that me before 119 00:07:24,830 --> 00:07:27,370 you've ever met me, and that means I've been a 120 00:07:27,370 --> 00:07:30,360 customer for a long time. I haven't necessarily had to 121 00:07:30,380 --> 00:07:33,370 interact with your brand, but when I do, you already 122 00:07:33,370 --> 00:07:35,380 know who I am and how long I have been 123 00:07:35,380 --> 00:07:39,380 your customer. In some cases, I want you to help 124 00:07:39,380 --> 00:07:43,010 me before I even know there's a problem. Let's say 125 00:07:43,010 --> 00:07:45,760 my bill has increased, my telephone bill has increased by 126 00:07:45,780 --> 00:07:49,550 25%. Wouldn't it be nice if I got notified in 127 00:07:49,550 --> 00:07:51,690 advance? Maybe I want to look at a different data 128 00:07:51,690 --> 00:07:54,220 plan. Maybe I want to look at different options. So 129 00:07:54,600 --> 00:07:56,570 reach out to me before I even know there's a 130 00:07:56,570 --> 00:08:01,210 problem. Know the road I traveled to get here, and 131 00:08:01,210 --> 00:08:03,370 this can be one of two things. It can be 132 00:08:03,370 --> 00:08:07,610 understanding that your conversation started over the phone and ended 133 00:08:07,610 --> 00:08:10,780 with an agent, and throughout that entire experience, you've retained 134 00:08:10,780 --> 00:08:14,260 the context, or it can also be again over the 135 00:08:14,260 --> 00:08:19,240 course of a customer's lifetime with a brand, understanding what 136 00:08:19,240 --> 00:08:23,590 they've been through. This one is so important to experience 137 00:08:23,590 --> 00:08:26,110 as a service, present me with the answers I want 138 00:08:26,110 --> 00:08:29,180 and the ones I didn't know I needed. Often time, 139 00:08:29,180 --> 00:08:32,930 our agent assist tools allow agents to provide customers with 140 00:08:32,930 --> 00:08:36,070 the right information in realtime, but we feel that it's 141 00:08:36,070 --> 00:08:39,300 important to take that a step beyond, and that means 142 00:08:39,450 --> 00:08:42,870 really look at what the customer may want, what are 143 00:08:42,870 --> 00:08:45,860 some of the other products and services that they're using and 144 00:08:45,860 --> 00:08:48,470 how you can really help them in ways that they 145 00:08:48,470 --> 00:08:50,490 didn't even know they needed, but it will be a 146 00:08:50,490 --> 00:08:54,780 better experience for them. Don't ask me to repeat myself, 147 00:08:54,780 --> 00:08:57,990 I think every single person has had some form of 148 00:08:57,990 --> 00:09:01,080 experience with this. We want to make sure that we 149 00:09:01,080 --> 00:09:03,960 explain things to an agent once and that context is 150 00:09:04,970 --> 00:09:10,120 available throughout the entire interaction. Empathize with my situation, and 151 00:09:10,120 --> 00:09:12,270 what that really means is that in that moment of 152 00:09:12,270 --> 00:09:14,750 truth, we want the agents to be able to respond 153 00:09:14,750 --> 00:09:18,210 with the appropriate emotion. So there are certain hearing aids, 154 00:09:18,210 --> 00:09:20,100 as we call them that have been built into the 155 00:09:20,100 --> 00:09:25,270 entire platform to help the agent respond appropriately. Fix it 156 00:09:25,270 --> 00:09:28,700 and stay with me until it's fixed, and oftentimes, check 157 00:09:28,700 --> 00:09:30,390 in with me to make sure that it all worked 158 00:09:30,390 --> 00:09:34,020 out, and this goes above and beyond just a survey. 159 00:09:34,270 --> 00:09:37,220 This goes with having the right level of empathy, where 160 00:09:37,220 --> 00:09:40,570 you are reaching out to these critical customers and make 161 00:09:40,570 --> 00:09:43,170 sure that we've been able to resolve their problem or 162 00:09:43,170 --> 00:09:46,950 their challenge or their concern. Then above all, keep my 163 00:09:46,950 --> 00:09:50,380 data safe. So what this does is it brings the 164 00:09:50,380 --> 00:09:53,960 concept of experience as a service to life in ways 165 00:09:53,960 --> 00:09:56,790 that you can really understand how to deliver that exceptional 166 00:09:56,790 --> 00:10:00,700 service. So before I turn it over to Dan, let 167 00:10:00,700 --> 00:10:02,780 me spend a couple of minutes recapping some of the 168 00:10:02,780 --> 00:10:07,950 things that we've talked about. An event- driven orchestration platform 169 00:10:08,240 --> 00:10:11,340 that allows you to be proactive. Reach out to your 170 00:10:11,340 --> 00:10:14,320 customers in advance. Engage with them in that moment of 171 00:10:14,320 --> 00:10:18,200 truth. When there's a break in the workflow, or when 172 00:10:18,590 --> 00:10:23,020 there's a possibility that they might churn. Personalize every interaction, 173 00:10:23,040 --> 00:10:27,490 show that them, strengthen the relationship, and above all be 174 00:10:27,490 --> 00:10:30,780 able to retain history and the context throughout all of 175 00:10:30,800 --> 00:10:34,680 the interactions because empathy builds trust and trust builds loyalty. 176 00:10:35,410 --> 00:10:37,360 So let me turn it over to Dan to run 177 00:10:37,360 --> 00:10:41,210 through a demonstration of predictive engagement. Thank you very much, 178 00:10:41,390 --> 00:10:45,730 Elcenora. I'm going to provide a demonstration of Genesys predictive 179 00:10:45,730 --> 00:10:49,260 engagement, and before I jump into the demonstration, I'm going 180 00:10:49,390 --> 00:10:52,980 to go through a single slide to connect the dots 181 00:10:53,080 --> 00:10:57,050 a bit between predictive engagement and experience as a service. 182 00:10:57,260 --> 00:11:00,950 I'm going to highlight some of the elements that Elcenora 183 00:11:00,950 --> 00:11:05,160 touched on prior to doing the demonstration. So you've heard 184 00:11:05,540 --> 00:11:09,170 quite a bit about the show me that me, and 185 00:11:09,360 --> 00:11:11,850 the way that we do that with predictive engagement is 186 00:11:12,090 --> 00:11:15,870 we observe what is happening in all of the interactions 187 00:11:16,110 --> 00:11:19,440 between the customer and your business, what's happening on your 188 00:11:19,440 --> 00:11:23,410 website, what's happening in the contact center, and we analyze 189 00:11:23,410 --> 00:11:27,210 that information in realtime for the purpose of segmenting those 190 00:11:27,210 --> 00:11:32,390 customers into different groups and personalizing the experience and driving 191 00:11:32,440 --> 00:11:37,350 realtime interactions that demonstrate that we're showing the customer that 192 00:11:37,350 --> 00:11:43,050 we know them. At its core, empathetic communication is about 193 00:11:43,530 --> 00:11:46,720 listening, is about letting people know that you really understand 194 00:11:46,720 --> 00:11:49,860 who they are. We're answering the questions, are you really 195 00:11:49,860 --> 00:11:52,760 listening to me? Do you care about me enough to 196 00:11:52,920 --> 00:11:55,990 remember what I've told you before? That's what we're doing 197 00:11:55,990 --> 00:11:59,140 here as we go from left to right. We're leveraging 198 00:11:59,170 --> 00:12:03,630 all of those interactions and observations, analyzing and then predicting 199 00:12:03,730 --> 00:12:06,790 an outcome, predicting how to engage, that could be with 200 00:12:07,810 --> 00:12:12,340 a bot, and it could be with some information, more 201 00:12:12,340 --> 00:12:15,960 context that makes the agent smarter, more effective. Maybe we're 202 00:12:15,960 --> 00:12:20,290 using AI to predict the right agent to route that 203 00:12:20,670 --> 00:12:24,920 interaction to. What we're doing here is we're driving people 204 00:12:24,920 --> 00:12:29,840 toward outcomes, outcomes that are your business's desired outcomes, as 205 00:12:29,840 --> 00:12:33,060 well as the customer's desired outcomes. I may be a 206 00:12:33,060 --> 00:12:36,850 customer visiting a website, interested in making a purchase, or 207 00:12:36,850 --> 00:12:39,870 I may be looking to get support for a product. 208 00:12:40,250 --> 00:12:44,150 Those are my outcomes as a end customer. The business 209 00:12:44,150 --> 00:12:48,160 wants to deliver the right information at the right time efficiently. 210 00:12:48,630 --> 00:12:52,680 So everybody's outcome is being considered here in an effort 211 00:12:52,680 --> 00:12:57,710 to connect the dots between the analysis, the outcome prediction, 212 00:12:57,710 --> 00:13:02,130 the first touch interaction and so on. As I go 213 00:13:02,130 --> 00:13:04,680 into the demonstration here in a moment, I want you 214 00:13:04,680 --> 00:13:08,220 to think about the real life experience of walking into 215 00:13:08,220 --> 00:13:11,740 a retail store, and somebody walking up to you saying, 216 00:13:11,930 --> 00:13:14,110 a clerk at the store, " Can I help you? Can 217 00:13:14,110 --> 00:13:18,170 I help you now? How about now?" An experienced a 218 00:13:18,170 --> 00:13:21,770 store clerk, salesperson or support person is going to observe 219 00:13:21,770 --> 00:13:23,740 what you're doing, what are you putting in your cart, 220 00:13:23,740 --> 00:13:27,210 where are you stopping in the store, which aisles and 221 00:13:27,210 --> 00:13:30,690 so on, and they're going to take that into context intelligently 222 00:13:30,840 --> 00:13:34,970 about how, when, with whom to engage to personalize that 223 00:13:34,970 --> 00:13:38,770 experience. Okay, now I'm going to switch and share my 224 00:13:38,770 --> 00:13:45,560 browser and show you the demonstration. All right. So I 225 00:13:45,560 --> 00:13:48,510 am going to show you a visitor on the left, 226 00:13:48,710 --> 00:13:52,100 visiting a website, the GSOL website, and on the right, 227 00:13:52,100 --> 00:13:54,120 I'm going to give you a peek under the hood 228 00:13:54,160 --> 00:13:57,180 of the predictive engagement platform. I'm going to show you 229 00:13:57,180 --> 00:14:01,220 what the system can see, how we're analyzing and predicting, 230 00:14:01,400 --> 00:14:05,660 when and with whom to engage. Then after I do 231 00:14:05,660 --> 00:14:09,350 that, I'm going to show you an agent experience. So 232 00:14:09,350 --> 00:14:12,740 keep in mind, initially, I'm showing you what is happening 233 00:14:12,740 --> 00:14:16,250 under the hood of the platform. What we're doing here 234 00:14:16,250 --> 00:14:17,940 is looking at all of the people who are on 235 00:14:17,940 --> 00:14:20,660 the site, some are known and some are unknown, and 236 00:14:20,660 --> 00:14:24,410 we're observing their interactions. This is also looking at what's 237 00:14:24,410 --> 00:14:29,910 happening in the contact center and connecting through our event- 238 00:14:29,910 --> 00:14:34,050 driven orchestration to other systems where we're leveraging CRM data, 239 00:14:34,050 --> 00:14:38,110 marketing automation data, and even other systems that have web- 240 00:14:38,330 --> 00:14:42,160 based APIs. So I'm going to highlight this one individual 241 00:14:42,490 --> 00:14:45,520 that happens to be me, and you'll notice something here, 242 00:14:45,520 --> 00:14:48,730 as the visitor on the left starts to navigate around 243 00:14:48,980 --> 00:14:53,360 and look at different pages, we're going that behavior being 244 00:14:53,360 --> 00:14:56,930 observed and analyzed, and we're even making predictions about this 245 00:14:57,050 --> 00:15:00,310 unknown visitor, now unknown. We can see what part of 246 00:15:00,310 --> 00:15:04,240 the world they're located, some technographic information about the devices 247 00:15:04,240 --> 00:15:08,140 that they're using, and we can see historical information here 248 00:15:08,380 --> 00:15:11,410 as well, if there were previous visits. So again, I'm 249 00:15:11,410 --> 00:15:14,040 unknown at the moment. But now I start to put 250 00:15:14,220 --> 00:15:17,470 something in my shopping cart. I add these batteries to 251 00:15:17,470 --> 00:15:20,580 the shopping cart, and you'll see here that now that 252 00:15:20,580 --> 00:15:23,420 I've added something to my shopping cart, the system can 253 00:15:23,420 --> 00:15:26,600 see what is in the cart, what's the value, which 254 00:15:26,600 --> 00:15:29,910 product category. We can see that were identified as a 255 00:15:29,910 --> 00:15:33,700 particular segment, and there are other events that occurred like 256 00:15:33,700 --> 00:15:38,070 our cart value changed from zero to $ 216. So 257 00:15:38,120 --> 00:15:41,300 before the visitor on the left proceeds to check out, 258 00:15:41,720 --> 00:15:43,750 they may want to log in because they have some 259 00:15:43,750 --> 00:15:48,050 stored payment information in the system, and you'll see a 260 00:15:48,050 --> 00:15:51,780 few things happening. Now that we've logged in, we know 261 00:15:51,780 --> 00:15:55,210 the identity of that visitor, and we can see that 262 00:15:55,260 --> 00:15:59,840 maybe they're eligible for other communication options. Now that we're 263 00:15:59,840 --> 00:16:03,080 logged in, maybe our purchase history or the value of 264 00:16:03,080 --> 00:16:06,340 our shopping cart gives us a few more options to 265 00:16:06,340 --> 00:16:10,630 communicate. That just appeared after I logged in. When I 266 00:16:10,630 --> 00:16:13,900 proceed back to check out, I go back here and 267 00:16:13,900 --> 00:16:17,190 you'll see that the prediction of checking out is higher, 268 00:16:17,310 --> 00:16:20,390 and just to highlight here, we're making two predictions that 269 00:16:20,390 --> 00:16:24,790 make sense in our configured for the GSOL customer. Your 270 00:16:24,790 --> 00:16:28,040 business and any other business would have different configured outcomes, 271 00:16:28,560 --> 00:16:31,800 making a purchase or being identified as a lead, those 272 00:16:31,800 --> 00:16:35,170 are sales and marketing outcomes. But you could have care 273 00:16:35,170 --> 00:16:38,350 outcomes, like make an inbound call for support or open 274 00:16:38,350 --> 00:16:42,570 a trouble ticket. So here, the visitor in their purchase 275 00:16:42,570 --> 00:16:49,040 motion doesn't know what the discount code is, and before 276 00:16:49,040 --> 00:16:52,010 they check out, they start searching for it. Maybe they 277 00:16:52,010 --> 00:16:56,800 go over here and they search for discount codes, and 278 00:16:56,800 --> 00:17:00,050 we're going to pick up that search information and what 279 00:17:00,050 --> 00:17:02,760 just happened here on the left is we triggered, the 280 00:17:02,760 --> 00:17:08,600 platform triggered an automated chat offer that is leveraging all 281 00:17:08,600 --> 00:17:11,220 of the context, all of the analysis and predictions that 282 00:17:11,220 --> 00:17:14,410 we're observing under the hood in the platform on the 283 00:17:14,410 --> 00:17:20,370 right. As the visitor accepts this chat, they're going to 284 00:17:20,370 --> 00:17:25,170 initially be prompted with an intelligent chat bot who knows 285 00:17:25,170 --> 00:17:28,670 this is Dan, and that he's likely to need help 286 00:17:28,670 --> 00:17:32,850 with his purchase today. So first, we're leveraging the intelligence 287 00:17:33,020 --> 00:17:36,560 bots, and here we may want to say, " Yes, I've 288 00:17:36,560 --> 00:17:45,800 got a question. Wondering about," oops, type, " about shipping availability." 289 00:17:49,340 --> 00:17:52,390 We are going to get a response back telling us 290 00:17:52,430 --> 00:17:55,060 a bit about that topic, and then, " Yes, I've got 291 00:17:55,060 --> 00:17:57,810 questions about my discount code and I want to talk 292 00:17:57,810 --> 00:18:05,950 to an agent please." So when that initial step connecting 293 00:18:05,950 --> 00:18:08,270 us to an agent occurs, we're doing a few different 294 00:18:08,270 --> 00:18:13,900 things here. We're going to answer this interaction, and now 295 00:18:14,070 --> 00:18:18,440 I'm going to show you the agent view, okay? Again, 296 00:18:18,740 --> 00:18:20,810 what we were looking at was what was happening under 297 00:18:20,810 --> 00:18:24,670 the hood. But now as an agent, I have access 298 00:18:24,900 --> 00:18:29,210 to what was in the shopping cart, maybe previous visits, 299 00:18:30,360 --> 00:18:33,800 the likelihood, hey, this visitor got very likely to making 300 00:18:33,800 --> 00:18:37,330 a purchase and then abandoned, and then we could continue 301 00:18:37,330 --> 00:18:39,810 to watch while we're thinking about what we're going to 302 00:18:39,810 --> 00:18:43,410 say, watch what that customer is doing. We're going to 303 00:18:43,410 --> 00:18:47,760 leverage these segments and the behaviors, and as I hover 304 00:18:47,760 --> 00:18:50,060 over as an agent some of these elements on the 305 00:18:50,060 --> 00:18:53,890 right, I decide I want to respond with a canned 306 00:18:53,920 --> 00:19:00,540 response about discount codes. So I search for my available 307 00:19:00,540 --> 00:19:04,940 canned responses. I find the appropriate one here and now 308 00:19:05,220 --> 00:19:08,640 I can guide that customer to the right information so 309 00:19:08,640 --> 00:19:13,300 that they have the context and information that they need 310 00:19:13,560 --> 00:19:18,520 to improve and streamline the process. Now they know that 311 00:19:18,520 --> 00:19:21,420 the discount code could be entered here. They have that 312 00:19:21,420 --> 00:19:25,890 discount code available to them. I apply it and proceed 313 00:19:25,890 --> 00:19:29,810 to check out. So when I check out, you'll see 314 00:19:29,810 --> 00:19:32,800 here that the outcome is achieved. We see the payment 315 00:19:32,800 --> 00:19:35,360 was made, what was the size of the order. This 316 00:19:35,360 --> 00:19:40,970 goes from 99% to 100% and we're ready to wrap 317 00:19:40,970 --> 00:19:43,140 up. We ask the customer, " Do you need anything else at 318 00:19:43,140 --> 00:19:47,770 the moment?" Maybe they say, " Well, yes, I actually had 319 00:19:47,770 --> 00:19:51,940 some questions about your panels." So the agent has an 320 00:19:51,940 --> 00:19:56,940 opportunity to take advantage of that additional conversation, create a 321 00:19:56,940 --> 00:20:01,590 new lead in the CRM with our integration here to 322 00:20:01,590 --> 00:20:05,010 extend the reach beyond what's just happening in predictive engagement. 323 00:20:06,330 --> 00:20:08,490 We could create a lead here, but now I'm going 324 00:20:08,490 --> 00:20:11,870 to show you a separate example where we do that 325 00:20:11,870 --> 00:20:15,270 in an automated fashion. That's going to end up creating 326 00:20:15,270 --> 00:20:19,130 a lead and adding an individual to a campaign all 327 00:20:19,130 --> 00:20:23,560 under the hood automatically. So we wrap up this interaction 328 00:20:24,370 --> 00:20:27,560 and we now know exactly which wrap- up code to 329 00:20:27,560 --> 00:20:31,490 use because we saw that order placed, and now we're 330 00:20:31,490 --> 00:20:35,900 done here with this particular interaction and we're waiting for 331 00:20:35,900 --> 00:20:42,970 another. So let's say this visitor later that night or 332 00:20:42,970 --> 00:20:46,140 the next day decides they're going to go back onto 333 00:20:46,140 --> 00:20:50,440 the site and put some items in their shopping cart. 334 00:20:51,950 --> 00:20:55,090 In this second case, so you have to fast forward 335 00:20:55,090 --> 00:20:58,780 a little bit and this is a later that that 336 00:20:58,960 --> 00:21:02,920 night. They put some items in their shopping cart, and 337 00:21:02,920 --> 00:21:06,170 we're going to, again, observe what that visitor is doing 338 00:21:06,170 --> 00:21:09,320 so we can see under the hood what's happening. This 339 00:21:09,320 --> 00:21:12,480 visitor decided they would like, Dan over here would like 340 00:21:13,210 --> 00:21:17,120 10 of these items and he proceeds to check out. 341 00:21:18,330 --> 00:21:21,460 So now he's got a pretty high cart value and 342 00:21:21,460 --> 00:21:25,640 he's eligible for another discount, and this is a solar 343 00:21:25,640 --> 00:21:28,370 panel so it's a different discount code. He doesn't have 344 00:21:28,370 --> 00:21:31,560 it available to him at the moment, and he starts 345 00:21:31,560 --> 00:21:36,520 to again search around for it. He abandons this shopping 346 00:21:36,520 --> 00:21:42,220 cart, and here, what we're doing is taking advantage of 347 00:21:42,260 --> 00:21:46,270 all that information and creating a new lead in our 348 00:21:46,270 --> 00:21:52,530 CRM system that is going to inform the enterprise account 349 00:21:52,530 --> 00:21:56,330 rep who is working on deals larger than $ 2, 350 00:21:56,330 --> 00:22:00,130 000 to follow up with this customer the next day 351 00:22:00,130 --> 00:22:02,820 or first thing in the morning. Now, if I take 352 00:22:02,820 --> 00:22:05,380 a look here in our CRM system, and we want 353 00:22:05,380 --> 00:22:10,140 to observe what happened under the hood, we're going to 354 00:22:10,140 --> 00:22:13,740 look up that lead and we're going to find this 355 00:22:13,740 --> 00:22:17,460 lead, Dan was created. You can look at those details. 356 00:22:18,280 --> 00:22:21,810 In here we can see we're leveraging the journey, the 357 00:22:21,810 --> 00:22:25,350 intelligence of predictive engagement can see that the shopping cart 358 00:22:25,350 --> 00:22:29,620 value was $ 2, 100. We can see what the 359 00:22:29,620 --> 00:22:31,770 items were that were in the cart, and then we 360 00:22:31,770 --> 00:22:38,280 also created a new member to our GSOL campaign. It 361 00:22:38,280 --> 00:22:43,190 is going to inform the enterprise account rep that he 362 00:22:43,190 --> 00:22:46,620 needs to follow up, either initiate a call or send 363 00:22:46,620 --> 00:22:50,300 an email to follow up with Dan the next day. 364 00:22:52,940 --> 00:22:58,060 So that concludes my demo. Thank you, Dan. That was 365 00:22:58,060 --> 00:23:01,160 great. Thank you for joining us for this edition of 366 00:23:01,170 --> 00:23:03,410 LinkedIn Live and what I hope is the first of 367 00:23:03,410 --> 00:23:05,850 many that do a deep dive into the Genesys AI 368 00:23:06,150 --> 00:23:09,590 portfolio. Thank you all for joining us. If any of 369 00:23:09,590 --> 00:23:13,180 you would like more information, there is a self guided 370 00:23:13,180 --> 00:23:17,400 tour available at Genesys. com, along with a hyperlink at 371 00:23:17,400 --> 00:23:19,600 the bottom that allows you to reach out in case 372 00:23:19,600 --> 00:23:22,580 you want to contact any of our account executives, your 373 00:23:22,580 --> 00:23:26,470 Genesys support team, or generally any more information on anything 374 00:23:26,470 --> 00:23:29,760 that you saw today. So again, thank you for your 375 00:23:29,760 --> 00:23:33,270 time. We appreciate your partnership and we look forward to 376 00:23:33,270 --> 00:23:35,670 seeing you at another edition of LinkedIn Live soon.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001krpdQAA"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys AppFoundry Webinar Three ways to extend your cloud contact center [cutoff co_thick="2px"]Your contact center needs to meet the needs of your customers while ensuring your employees and the community remain safe during the COVID-19 pandemic. Giving employees the freedom to work from home is critical. We’re all in this together. And through the Genesys Rapid Response offer and our AppFoundry partners, we can enable you to extend capabilities with add-on applications from the AppFoundry Marketplace. This webinar explains how to extend your cloud contact center: Try any free trial apps for 90 days Get credit for your overage charges with select premium apps Get the new Genesys and Google bot at no cost [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t6o5QAA"] Meet the Speaker Walla Oriqat Sr Partner Program Manager, AppFoundry Genesys Analyst Webinar The new normal: Redefining business continuity [cutoff co_thick="2px"][webinarschedule]Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. Join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. You’ll get insights into emerging trends, challenges and key learnings on these topics: Customer experience trends reshaping the industry Real stories of how call centers are adapting Managing a remote workforce [cutoff co_thick="2px"]1 00:00:04,720 --> 00:00:06,160 Good morning, evening, and afternoon 2 00:00:06,160 --> 00:00:07,490 everyone. My name is Josh 3 00:00:07,490 --> 00:00:08,200 Reed and I'm from the 4 00:00:08,270 --> 00:00:09,320 digital events team here at 5 00:00:09,330 --> 00:00:10,380 Genesys. And let me be 6 00:00:10,380 --> 00:00:11,390 the first to welcome you 7 00:00:12,290 --> 00:00:13,390 to today's webcast, The New 8 00:00:13,390 --> 00:00:16,940 Normal Redefining Business Continuity. And 9 00:00:16,940 --> 00:00:17,860 before I hand it off 10 00:00:17,860 --> 00:00:19,160 to our moderator today, I'm 11 00:00:19,160 --> 00:00:19,870 going to cover a few 12 00:00:19,870 --> 00:00:21,370 housekeeping items to ensure that 13 00:00:21,390 --> 00:00:22,360 you have the best experience 14 00:00:22,880 --> 00:00:24,270 viewing and listening to today's 15 00:00:24,270 --> 00:00:27,020 presentation. So, first off, if 16 00:00:27,020 --> 00:00:28,690 you experienced any problems viewing 17 00:00:28,690 --> 00:00:30,370 or listening to today's presentation, 18 00:00:30,920 --> 00:00:32,040 be sure to refresh your 19 00:00:32,040 --> 00:00:33,240 browser and make sure that 20 00:00:33,240 --> 00:00:33,910 it's up to date to 21 00:00:33,910 --> 00:00:35,780 support HTML5 as this usually 22 00:00:35,780 --> 00:00:37,740 fixes any console issues. If 23 00:00:37,740 --> 00:00:38,930 you think that slide window 24 00:00:38,930 --> 00:00:39,900 or that video window is 25 00:00:39,900 --> 00:00:41,140 too small, you can drag 26 00:00:41,140 --> 00:00:41,970 the bottom right corner of 27 00:00:41,970 --> 00:00:43,340 those windows to enlarge them 28 00:00:43,340 --> 00:00:44,330 at any time during the 29 00:00:44,330 --> 00:00:47,600 webcast. And although we're not going 30 00:00:47,820 --> 00:00:49,100 to host a live Q& 31 00:00:49,220 --> 00:00:49,720 A at the end of 32 00:00:49,720 --> 00:00:51,830 our presentation today, this is 33 00:00:51,830 --> 00:00:53,540 designed to be an interactive experience. And 34 00:00:53,610 --> 00:00:54,340 we would love for you 35 00:00:54,340 --> 00:00:55,270 to go ahead and throw 36 00:00:55,270 --> 00:00:56,420 those questions that you may 37 00:00:56,420 --> 00:00:58,080 have into the Q& A window. 38 00:00:58,190 --> 00:00:59,110 And what we'll do is 39 00:00:59,110 --> 00:01:00,050 we'll follow up with you 40 00:01:00,050 --> 00:01:01,400 via email within the next 41 00:01:01,400 --> 00:01:04,140 few business days. And also 42 00:01:04,140 --> 00:01:05,640 know if you miss anything throughout 43 00:01:05,640 --> 00:01:07,350 today's presentation, don't worry you 44 00:01:07,350 --> 00:01:08,610 will receive the on- demand 45 00:01:08,610 --> 00:01:10,140 recording via email from on 46 00:01:10,140 --> 00:01:11,440 24 within the next few 47 00:01:11,440 --> 00:01:14,590 business days as well. And 48 00:01:14,590 --> 00:01:16,100 also note that we have 49 00:01:16,100 --> 00:01:17,840 a library of resources in 50 00:01:17,840 --> 00:01:19,900 the resource center at below 51 00:01:19,900 --> 00:01:21,590 your Q& A window. These 52 00:01:21,590 --> 00:01:23,380 resources truly expand on today's 53 00:01:23,380 --> 00:01:25,270 topic of the change in 54 00:01:25,270 --> 00:01:26,800 business continuity. So be sure 55 00:01:26,800 --> 00:01:27,990 to click on those links. 56 00:01:28,260 --> 00:01:29,220 Clicking won't take you away 57 00:01:29,220 --> 00:01:30,140 from the session though. So 58 00:01:30,140 --> 00:01:31,150 don't worry about that. It'll 59 00:01:31,150 --> 00:01:32,040 just open up a new 60 00:01:32,040 --> 00:01:35,620 tab in your browser. Told 61 00:01:35,620 --> 00:01:36,680 you, short and sweet. So with 62 00:01:36,840 --> 00:01:37,560 that, I'm actually going to 63 00:01:37,560 --> 00:01:38,330 hand it off to our 64 00:01:38,330 --> 00:01:41,100 moderator today, Barbara Gonzalez. Barbara, 65 00:01:41,100 --> 00:01:41,730 why don't we take it 66 00:01:41,730 --> 00:01:44,380 away? Thank you so much, 67 00:01:44,380 --> 00:01:46,180 Josh. Hello everyone. My name 68 00:01:46,180 --> 00:01:47,670 is Barbara Gonzalez. I work 69 00:01:47,670 --> 00:01:49,710 for Genesys and I lead the 70 00:01:49,710 --> 00:01:51,900 business consulting team organization globally. 71 00:01:52,940 --> 00:01:53,660 First of all, I do 72 00:01:53,660 --> 00:01:54,540 want to say thank you 73 00:01:54,540 --> 00:01:56,430 so much for spending this 74 00:01:56,430 --> 00:01:57,410 time with us and on 75 00:01:57,410 --> 00:01:59,230 behalf of Genesys. And everyone 76 00:01:59,230 --> 00:02:00,770 that participated in the organization 77 00:02:00,770 --> 00:02:02,340 of this webinar, we truly 78 00:02:02,340 --> 00:02:04,640 appreciate your presence. Before I 79 00:02:04,640 --> 00:02:07,120 introduce our amazing panelists, I 80 00:02:07,130 --> 00:02:07,970 would like to start with 81 00:02:07,970 --> 00:02:11,280 a brief introduction. First of 82 00:02:11,280 --> 00:02:12,090 all, let me start with 83 00:02:12,090 --> 00:02:14,210 this quote. The struggle we're 84 00:02:14,210 --> 00:02:16,140 in today is developing the 85 00:02:16,140 --> 00:02:17,590 strength we need for tomorrow. 86 00:02:18,080 --> 00:02:19,240 And I know that I 87 00:02:19,240 --> 00:02:20,500 say the obvious by saying 88 00:02:20,500 --> 00:02:21,490 that we are going through 89 00:02:21,490 --> 00:02:23,490 challenging and truly unprecedented times 90 00:02:23,490 --> 00:02:24,950 right now. But to me 91 00:02:24,950 --> 00:02:27,320 it's unprecedented from two key 92 00:02:27,320 --> 00:02:29,450 aspects. Number one, this is 93 00:02:29,450 --> 00:02:31,080 certainly not the first pandemic 94 00:02:31,080 --> 00:02:33,300 that humanity has experienced, but 95 00:02:33,540 --> 00:02:34,480 because of the level of 96 00:02:34,480 --> 00:02:36,040 connectivity that our society has 97 00:02:36,040 --> 00:02:37,950 today, it makes it so 98 00:02:38,240 --> 00:02:39,450 we are fully aware of 99 00:02:39,480 --> 00:02:40,840 the level of magnitude of 100 00:02:40,840 --> 00:02:42,710 this crisis. And number two 101 00:02:42,710 --> 00:02:43,700 and perhaps for the same 102 00:02:43,700 --> 00:02:45,090 reason of how connected we 103 00:02:45,090 --> 00:02:45,940 are not only as a 104 00:02:45,940 --> 00:02:47,730 society, but in the way 105 00:02:47,730 --> 00:02:48,520 that we do business and 106 00:02:48,520 --> 00:02:50,560 communicate this crisis is truly 107 00:02:50,610 --> 00:02:52,770 affecting the entire world. I mean, 108 00:02:52,770 --> 00:02:53,300 if you look at the 109 00:02:53,300 --> 00:02:54,970 numbers right now out of 110 00:02:56,130 --> 00:02:57,760 195 or 197, depending on 111 00:02:57,760 --> 00:02:59,750 your source countries in the 112 00:02:59,750 --> 00:03:02,410 world, 185 have confirmed cases 113 00:03:02,410 --> 00:03:03,510 of COVID- 19 right now. And 114 00:03:04,230 --> 00:03:05,950 the fact is that every 115 00:03:05,950 --> 00:03:07,760 single country, every business, and 116 00:03:07,760 --> 00:03:09,420 every individual is affected in 117 00:03:09,420 --> 00:03:10,790 one way or another, by 118 00:03:10,790 --> 00:03:12,120 the impact that this pandemic 119 00:03:12,120 --> 00:03:13,300 is having not only in 120 00:03:13,300 --> 00:03:14,610 our economy, but frankly in 121 00:03:14,610 --> 00:03:16,680 our way of life. Now, 122 00:03:16,730 --> 00:03:18,200 here's another aspect to consider 123 00:03:18,200 --> 00:03:19,160 as we reflect in all 124 00:03:19,160 --> 00:03:20,800 of this. Think about all 125 00:03:20,800 --> 00:03:22,220 the services and activities that 126 00:03:22,220 --> 00:03:23,250 are part of our day 127 00:03:23,250 --> 00:03:24,660 to day lives and that we 128 00:03:24,660 --> 00:03:26,030 just maybe take for granted, 129 00:03:26,190 --> 00:03:27,730 but that right now are critical 130 00:03:27,730 --> 00:03:28,610 and top of mind for 131 00:03:28,610 --> 00:03:30,630 all of us. Things like 132 00:03:30,690 --> 00:03:32,460 obviously healthcare services, but also 133 00:03:32,460 --> 00:03:34,950 financial services, retail services, government 134 00:03:34,950 --> 00:03:36,590 services. And not only do 135 00:03:36,590 --> 00:03:38,170 we depend on those services today, 136 00:03:38,490 --> 00:03:39,360 but we depend on the 137 00:03:39,360 --> 00:03:41,030 ability to access and communicate 138 00:03:41,030 --> 00:03:42,540 with the organizations or agencies 139 00:03:42,580 --> 00:03:44,330 that provide those services through 140 00:03:44,330 --> 00:03:46,280 customer support or customer service 141 00:03:46,280 --> 00:03:47,640 to us. And let me 142 00:03:47,640 --> 00:03:48,330 just give you a quick 143 00:03:48,330 --> 00:03:49,810 example, which I'm sure most 144 00:03:49,810 --> 00:03:50,560 of you if not all 145 00:03:50,560 --> 00:03:51,550 of you will relate to 146 00:03:51,550 --> 00:03:53,670 it. I normally work from 147 00:03:53,670 --> 00:03:55,170 home although I do travel 148 00:03:55,180 --> 00:03:56,570 a lot, so I probably 149 00:03:56,570 --> 00:03:57,590 spend half of my time 150 00:03:57,590 --> 00:03:58,900 at home and half of 151 00:03:58,900 --> 00:04:00,570 my time on the road. 152 00:04:01,200 --> 00:04:02,530 My husband owns a small 153 00:04:02,530 --> 00:04:04,260 business in real estate and 154 00:04:04,260 --> 00:04:06,430 financial services here in Miami. And 155 00:04:06,430 --> 00:04:07,650 our daughter Addy, who is 156 00:04:07,660 --> 00:04:09,310 15, she's obviously in high 157 00:04:09,310 --> 00:04:11,510 school. So as a family, 158 00:04:11,510 --> 00:04:12,560 for one, we need to 159 00:04:12,560 --> 00:04:13,870 stay in touch with Abby 160 00:04:13,870 --> 00:04:15,960 school and the county schooling 161 00:04:15,960 --> 00:04:17,040 system to figure it out, 162 00:04:17,040 --> 00:04:17,800 is she going back to 163 00:04:17,800 --> 00:04:19,030 school, is she not going back to 164 00:04:19,120 --> 00:04:20,530 school, and how are they 165 00:04:20,530 --> 00:04:22,080 managing remote dedication and so 166 00:04:22,080 --> 00:04:23,470 on. By the way, they 167 00:04:23,470 --> 00:04:24,420 are not going back to 168 00:04:24,420 --> 00:04:25,110 school for the rest of 169 00:04:25,190 --> 00:04:26,140 the school year, which is 170 00:04:26,200 --> 00:04:28,020 not exactly easy situation to 171 00:04:28,020 --> 00:04:29,520 deal with a teenager, if 172 00:04:29,810 --> 00:04:32,010 what I mean. My husband 173 00:04:32,390 --> 00:04:33,690 had to work with the IT 174 00:04:34,010 --> 00:04:35,780 company that provides them support, 175 00:04:35,810 --> 00:04:36,570 which is also a small 176 00:04:37,020 --> 00:04:39,110 business to adjust their systems, 177 00:04:39,140 --> 00:04:40,190 to be able to send 178 00:04:40,240 --> 00:04:41,220 their employees to work from 179 00:04:41,220 --> 00:04:43,050 home. He's also now in 180 00:04:43,050 --> 00:04:44,130 the process of reaching out 181 00:04:44,130 --> 00:04:45,770 to government agencies to get 182 00:04:45,770 --> 00:04:54,360 information to potentially apply... On 183 00:04:54,360 --> 00:04:55,050 my side, I'm going to assume it's all 184 00:04:55,790 --> 00:04:56,740 the time. Reached out to 185 00:04:56,740 --> 00:04:57,900 my internet service provider to 186 00:04:57,900 --> 00:04:58,770 make sure that they keep 187 00:04:58,770 --> 00:04:59,840 up with the demands and 188 00:04:59,840 --> 00:05:00,960 now it's family we have 189 00:05:00,960 --> 00:05:02,240 given that my daughter Abby 190 00:05:02,240 --> 00:05:03,590 is on Zoom from school. 191 00:05:04,100 --> 00:05:04,770 And if she's not on 192 00:05:04,770 --> 00:05:05,660 that, I tell you she's 193 00:05:05,660 --> 00:05:06,700 on FaceTime with 20 other 194 00:05:06,710 --> 00:05:07,840 kids all the time or 195 00:05:07,840 --> 00:05:09,050 live streaming on Instagram. So 196 00:05:09,050 --> 00:05:10,430 the bandwidth requirements are pretty 197 00:05:10,430 --> 00:05:11,620 high. And not to mention 198 00:05:11,770 --> 00:05:12,790 my husband who is also 199 00:05:12,790 --> 00:05:14,210 heavily using internet now, since 200 00:05:14,210 --> 00:05:15,180 he's working from home. And 201 00:05:15,180 --> 00:05:17,450 then we get to things 202 00:05:17,450 --> 00:05:18,380 like going to the grocery 203 00:05:18,380 --> 00:05:19,500 store today as a mission, 204 00:05:19,500 --> 00:05:20,270 right. I just went to 205 00:05:20,270 --> 00:05:21,710 the grocery store yesterday and 206 00:05:21,710 --> 00:05:23,520 I can tell you wearing masks, 207 00:05:24,120 --> 00:05:25,650 going on just only one 208 00:05:25,650 --> 00:05:26,600 way on the aisles and 209 00:05:26,600 --> 00:05:29,350 waiting, and the distancing upset 210 00:05:29,350 --> 00:05:30,250 at six feet and so 211 00:05:30,250 --> 00:05:32,210 on. So now I'm also 212 00:05:32,210 --> 00:05:33,270 trying to order as much 213 00:05:33,270 --> 00:05:34,850 as I can online, supply 214 00:05:34,850 --> 00:05:36,390 just to keep our lights 215 00:05:36,390 --> 00:05:38,240 going. So I think this 216 00:05:38,240 --> 00:05:39,600 just shows how much we 217 00:05:39,600 --> 00:05:41,560 depend on the services that 218 00:05:41,560 --> 00:05:42,130 in our day to day, 219 00:05:42,190 --> 00:05:44,370 obviously. But even if we 220 00:05:44,370 --> 00:05:46,080 take them for granted now 221 00:05:46,400 --> 00:05:47,930 those services are truly critical 222 00:05:48,440 --> 00:05:50,280 and just for our wellbeing. 223 00:05:50,280 --> 00:05:51,110 And even I would say, 224 00:05:51,110 --> 00:05:52,320 and I don't mean to 225 00:05:52,320 --> 00:05:53,500 sound dramatic, but even just 226 00:05:53,500 --> 00:05:55,110 for our survival, right? So 227 00:05:55,110 --> 00:05:56,410 to me, this also exemplifies 228 00:05:56,410 --> 00:05:57,420 the real need and the 229 00:05:57,420 --> 00:05:59,700 real importance of incorporating empathy 230 00:05:59,830 --> 00:06:00,750 as part of our customer 231 00:06:00,990 --> 00:06:03,210 experience strategy. These services are 232 00:06:03,210 --> 00:06:04,580 really not just operational, but 233 00:06:04,580 --> 00:06:05,940 they are part of people's 234 00:06:05,940 --> 00:06:08,960 lives. Now, to the topic today 235 00:06:09,260 --> 00:06:10,880 companies build their business continuity 236 00:06:10,880 --> 00:06:12,540 plans in a wide variety 237 00:06:12,540 --> 00:06:14,540 of scenarios in mind. Natural 238 00:06:14,540 --> 00:06:17,180 disasters, power system outages, even 239 00:06:17,180 --> 00:06:18,840 strikes and so on. But 240 00:06:18,840 --> 00:06:20,290 certainly the situation we are 241 00:06:20,290 --> 00:06:21,250 living in right now with 242 00:06:21,250 --> 00:06:22,580 COVID- 19 has forced us 243 00:06:22,580 --> 00:06:23,990 to adapt and adjust those 244 00:06:23,990 --> 00:06:26,410 business continuity plans. And it also 245 00:06:26,410 --> 00:06:28,150 makes us really think, well, 246 00:06:28,150 --> 00:06:29,410 what does the new normal 247 00:06:29,410 --> 00:06:31,470 look like? Right? Some companies, 248 00:06:31,880 --> 00:06:33,460 for example, are considering, should 249 00:06:33,460 --> 00:06:34,770 we create a working from 250 00:06:34,770 --> 00:06:36,470 home model beyond the crisis? 251 00:06:36,890 --> 00:06:38,300 But regardless of what we 252 00:06:38,300 --> 00:06:39,520 think the new normal is going 253 00:06:39,520 --> 00:06:41,300 to look like for organization 254 00:06:41,300 --> 00:06:44,830 or what would be involved 255 00:06:44,830 --> 00:06:46,630 in reactivating our normal business 256 00:06:46,630 --> 00:06:48,550 activity? What I think we 257 00:06:48,550 --> 00:06:49,440 need to be very conscious 258 00:06:49,440 --> 00:06:51,350 of is that this will 259 00:06:51,350 --> 00:06:52,390 certainly not be the last 260 00:06:52,390 --> 00:06:54,990 crisis or unprecedented situation that 261 00:06:55,010 --> 00:06:55,960 we will be challenged with. 262 00:06:55,960 --> 00:06:56,470 And I don't mean to 263 00:06:56,470 --> 00:06:57,550 sound like doom days or 264 00:06:57,550 --> 00:06:59,920 anything. But I'm just saying 265 00:07:00,320 --> 00:07:01,230 that we just need to be prepared 266 00:07:01,230 --> 00:07:02,410 and have plans that are 267 00:07:02,410 --> 00:07:04,150 flexible and agile to allow 268 00:07:04,150 --> 00:07:05,950 our organization to be as 269 00:07:05,950 --> 00:07:07,380 ready as possible and really 270 00:07:07,380 --> 00:07:08,700 to adapt and respond quickly. 271 00:07:09,230 --> 00:07:10,900 And this is exactly the 272 00:07:10,900 --> 00:07:12,300 discussion that we are going to have 273 00:07:12,350 --> 00:07:14,550 today. So I'm truly honored 274 00:07:14,550 --> 00:07:15,300 to be joined by an 275 00:07:15,300 --> 00:07:16,960 incredible panel of experts today. 276 00:07:17,420 --> 00:07:19,000 And I would like to start with 277 00:07:19,230 --> 00:07:20,910 Sheila McGee- Smith. I'm really 278 00:07:20,910 --> 00:07:22,060 honored to have you Sheila, 279 00:07:22,130 --> 00:07:24,240 would you please introduce yourself? 280 00:07:25,720 --> 00:07:28,950 Certainly. Welcome everyone and welcome 281 00:07:28,950 --> 00:07:30,980 to my fellow panelists. I'm 282 00:07:30,990 --> 00:07:32,420 excited to be here, not 283 00:07:32,420 --> 00:07:33,520 just with Barbara who I've 284 00:07:33,520 --> 00:07:34,640 worked with in the past in 285 00:07:34,640 --> 00:07:36,440 Women in Tech issues as 286 00:07:36,440 --> 00:07:38,020 you proudly aware. Women in 287 00:07:38,020 --> 00:07:42,500 Tech, Genesys' shirt. But very 288 00:07:42,500 --> 00:07:43,240 happy to be here with 289 00:07:43,240 --> 00:07:44,650 two customers as well, with 290 00:07:44,650 --> 00:07:46,550 Colin and Paul who are 291 00:07:46,620 --> 00:07:49,890 living this every day. So 292 00:07:49,890 --> 00:07:51,210 who am I? I am an 293 00:07:51,210 --> 00:07:53,520 industry analyst. I've been covering 294 00:07:53,520 --> 00:07:55,730 the contact center space full 295 00:07:55,730 --> 00:07:59,220 time since 1990. So I've 296 00:07:59,220 --> 00:08:00,500 lived through a couple of 297 00:08:00,500 --> 00:08:02,230 changes in this marketplace, a 298 00:08:02,230 --> 00:08:04,820 few small recessions, the tech 299 00:08:04,820 --> 00:08:07,950 bubble burst, but nothing compares 300 00:08:08,210 --> 00:08:09,230 to what we're all living 301 00:08:09,230 --> 00:08:10,900 through right now. So the 302 00:08:10,900 --> 00:08:12,810 slide that you're seeing there 303 00:08:13,450 --> 00:08:14,390 shows that one of the 304 00:08:14,390 --> 00:08:17,130 places where I publish my 305 00:08:17,130 --> 00:08:19,370 views on the market is 306 00:08:19,620 --> 00:08:20,820 on a site online called 307 00:08:20,820 --> 00:08:24,110 nojitter. com. About on a 308 00:08:24,110 --> 00:08:26,440 weekly basis I publish a 309 00:08:26,440 --> 00:08:28,240 post about what's happening in 310 00:08:28,240 --> 00:08:30,870 the market. For today's event, 311 00:08:30,920 --> 00:08:32,590 I've selected four that I've 312 00:08:32,590 --> 00:08:33,670 published in the last six 313 00:08:33,670 --> 00:08:34,750 months or so all about 314 00:08:34,750 --> 00:08:36,910 Genesys, needless to say, if 315 00:08:36,910 --> 00:08:37,740 you go to No Jitter, 316 00:08:37,740 --> 00:08:39,220 you'll see articles about other 317 00:08:39,220 --> 00:08:42,360 companies as well. But what 318 00:08:42,360 --> 00:08:43,950 it highlights is just how 319 00:08:43,950 --> 00:08:46,330 much, how active Genesys has 320 00:08:46,330 --> 00:08:47,600 been in the market and 321 00:08:47,600 --> 00:08:48,640 certainly in the last year, 322 00:08:48,640 --> 00:08:50,250 even more so perhaps than 323 00:08:50,250 --> 00:08:53,090 before that. With a new 324 00:08:53,090 --> 00:08:55,980 CEO, with partnerships with Google. 325 00:08:56,750 --> 00:08:58,740 So happy to be here 326 00:08:58,740 --> 00:08:59,930 and to pass it back 327 00:08:59,930 --> 00:09:01,160 to Barbara to introduce our 328 00:09:01,160 --> 00:09:04,790 first customer. Thank you, Sheila. 329 00:09:04,790 --> 00:09:06,830 I just want to say really, really an 330 00:09:06,830 --> 00:09:08,670 honor to have you. Sheila 331 00:09:08,700 --> 00:09:10,670 she certainly needed no introduction, 332 00:09:10,870 --> 00:09:12,360 her reputation in the contact center 333 00:09:12,360 --> 00:09:14,010 space and the customer experience space, 334 00:09:14,360 --> 00:09:16,020 procedure around the world in 335 00:09:16,020 --> 00:09:18,280 North America. Certainly, so Sheila 336 00:09:18,590 --> 00:09:21,410 also constantly has conversations with 337 00:09:21,410 --> 00:09:23,460 executives on the customer experience space. 338 00:09:23,900 --> 00:09:25,410 So we truly having you 339 00:09:25,410 --> 00:09:26,930 here to provide your thoughts 340 00:09:26,930 --> 00:09:28,980 and in recommendation Sheila, it's 341 00:09:28,980 --> 00:09:29,850 truly an honor. So thank 342 00:09:29,850 --> 00:09:31,850 you so much. Now to 343 00:09:31,850 --> 00:09:34,280 our next panelist, I'm really 344 00:09:34,280 --> 00:09:36,650 also honored to have with 345 00:09:36,650 --> 00:09:41,780 us Paul Bordeaux who's the 346 00:09:41,780 --> 00:09:43,390 vice president of information technology 347 00:09:43,680 --> 00:09:44,900 for e- services. Paul would 348 00:09:45,200 --> 00:09:48,360 you introduce yourself please? I'm 349 00:09:48,360 --> 00:09:54,510 sorry- Yeah, certainly. Backwards. I'm 350 00:09:54,510 --> 00:09:56,140 so sorry Paul. Sorry let me 351 00:09:56,750 --> 00:09:58,710 take this back. Colin Salvesen, 352 00:09:58,980 --> 00:10:00,100 head of IT for Mr 353 00:10:00,100 --> 00:10:01,480 Price Group. Colin, please go 354 00:10:01,480 --> 00:10:04,050 ahead. Hi. Hello to everybody 355 00:10:04,050 --> 00:10:04,940 all the way from South 356 00:10:05,080 --> 00:10:06,410 Africa. And I hope you're all 357 00:10:06,640 --> 00:10:08,560 very safe and well. Thank 358 00:10:08,560 --> 00:10:09,470 you to Genesys for having 359 00:10:09,470 --> 00:10:10,690 me. I really appreciate the 360 00:10:10,690 --> 00:10:12,850 opportunity. So yeah, I look after IT for the 361 00:10:13,550 --> 00:10:15,130 Mr Price group. We're a 362 00:10:15,130 --> 00:10:16,610 large retailer in South Africa. 363 00:10:17,290 --> 00:10:18,510 Our footprint is just over 364 00:10:18,510 --> 00:10:20,220 1200 stores and we focus on 365 00:10:20,220 --> 00:10:22,450 fashion home wear, and sportswear 366 00:10:22,530 --> 00:10:24,960 and sporting goods. And cutting 367 00:10:24,960 --> 00:10:26,270 across these verticals we also 368 00:10:26,270 --> 00:10:28,210 have MRP money, or Mr 369 00:10:28,210 --> 00:10:29,410 Price Money which is the 370 00:10:29,410 --> 00:10:31,160 enabler for credit in the 371 00:10:31,160 --> 00:10:32,940 group as well as insurance 372 00:10:32,940 --> 00:10:34,300 products to protect that credit. 373 00:10:35,010 --> 00:10:36,850 And more recently we have 374 00:10:36,850 --> 00:10:40,550 launched MRP mobile strategy, which 375 00:10:40,550 --> 00:10:41,840 is MRP cellular, which is 376 00:10:41,840 --> 00:10:43,770 an immuno strategy on unselling 377 00:10:43,810 --> 00:10:46,220 of services from some of 378 00:10:46,220 --> 00:10:47,140 the top networks in South 379 00:10:47,140 --> 00:10:48,830 Africa. And we also have 380 00:10:48,810 --> 00:10:50,760 our own NBN, which is MIP 381 00:10:50,760 --> 00:10:53,270 mobile. We've been a Genesys 382 00:10:53,270 --> 00:10:55,570 customer for the past five years through 383 00:10:55,570 --> 00:10:56,940 peer connect and we have 384 00:10:57,370 --> 00:10:59,680 approximately 600 agents of which 385 00:10:59,680 --> 00:11:01,050 a large portion of those 386 00:11:01,050 --> 00:11:02,790 are outbound sales agents and 387 00:11:02,910 --> 00:11:05,630 outbound collections agents and also 388 00:11:05,630 --> 00:11:07,250 a large inbound component that 389 00:11:07,250 --> 00:11:08,410 looks after eCommerce for the 390 00:11:08,410 --> 00:11:09,960 group as well as customer 391 00:11:09,960 --> 00:11:11,530 care for the store footprint. 392 00:11:12,060 --> 00:11:13,060 So yeah, very excited to 393 00:11:13,060 --> 00:11:14,660 be discussing these topics that are 394 00:11:14,810 --> 00:11:16,090 very topical and I hope 395 00:11:16,090 --> 00:11:17,210 we can shed some lights on some 396 00:11:17,210 --> 00:11:18,650 of the consents, looking forward to it. 397 00:11:18,800 --> 00:11:21,110 Thank you. Thank you so 398 00:11:21,110 --> 00:11:22,840 much Colin. By the way, 399 00:11:22,840 --> 00:11:23,990 it's pretty late for you out 400 00:11:24,400 --> 00:11:25,440 there in South Africa. So we 401 00:11:25,740 --> 00:11:27,530 do appreciate very much joining 402 00:11:27,530 --> 00:11:29,110 us today. That's my pleasure. 403 00:11:32,060 --> 00:11:34,640 Sorry for the mix up Paul. Now, I'll 404 00:11:34,640 --> 00:11:35,640 let you introduce. So Paul 405 00:11:35,640 --> 00:11:37,010 Bordeaux again, vice president of 406 00:11:37,240 --> 00:11:40,590 information technology for eFinancial. Paul. Awesome. 407 00:11:40,700 --> 00:11:42,350 Thank you very much. As 408 00:11:42,360 --> 00:11:43,200 mentioned, my name is Paul 409 00:11:43,200 --> 00:11:44,620 Bordeaux and I'm the VP 410 00:11:44,620 --> 00:11:47,430 of IT at eFinancial. And eFinancial is actually a 411 00:11:47,430 --> 00:11:49,360 direct consumer life insurance company. 412 00:11:49,660 --> 00:11:50,960 That's all call center based. 413 00:11:50,960 --> 00:11:52,270 We started about 20 years 414 00:11:52,270 --> 00:11:53,980 ago and since then we've 415 00:11:53,980 --> 00:11:54,810 grown to become one of 416 00:11:54,810 --> 00:11:56,570 the largest director life insurance 417 00:11:56,570 --> 00:11:58,250 agencies in the United States. 418 00:11:58,800 --> 00:11:59,640 As an example of our 419 00:11:59,640 --> 00:12:01,290 volume, we did right over $ 420 00:12:01,290 --> 00:12:03,800 11 billion in life insurance 421 00:12:03,800 --> 00:12:06,970 coverage in 2017 alone. Our 422 00:12:06,970 --> 00:12:09,040 staffing model looks similar to 423 00:12:10,070 --> 00:12:12,100 Mr Price their staffing model. 424 00:12:12,140 --> 00:12:13,250 We have about 400 call 425 00:12:13,250 --> 00:12:15,450 center agents that serves both 426 00:12:15,450 --> 00:12:17,320 sales agents, transfer agents, customer 427 00:12:17,320 --> 00:12:18,490 care reps, and as well 428 00:12:18,490 --> 00:12:20,030 as independent agents spread across 429 00:12:20,030 --> 00:12:21,900 the country. We're licensed in 430 00:12:21,900 --> 00:12:23,630 all 50 States district of 431 00:12:23,630 --> 00:12:25,360 Columbia, but our main call 432 00:12:25,360 --> 00:12:27,000 centers are in three locations. 433 00:12:27,170 --> 00:12:28,100 We have one in Bellevue, 434 00:12:28,100 --> 00:12:29,790 Washington, which is our headquarters. 435 00:12:30,120 --> 00:12:31,190 We have one in Chicago, 436 00:12:31,190 --> 00:12:32,680 Illinois, and we have a 437 00:12:32,680 --> 00:12:33,690 new one that just opened 438 00:12:33,690 --> 00:12:34,680 up this year in Tempe, 439 00:12:34,680 --> 00:12:36,160 Arizona sort of spread across 440 00:12:36,160 --> 00:12:38,340 the United States. I'm Colin, 441 00:12:38,340 --> 00:12:39,470 I'm excited to be here 442 00:12:39,470 --> 00:12:40,570 and I'm looking forward to this webinar. 443 00:12:40,790 --> 00:12:46,420 Welcome. So to get us 444 00:12:46,420 --> 00:12:48,020 started with this conversation, I 445 00:12:48,020 --> 00:12:48,990 would first like to ask 446 00:12:49,260 --> 00:12:50,850 Sheila to give us her analyst 447 00:12:51,180 --> 00:12:52,350 perspective on the current state 448 00:12:52,350 --> 00:12:53,950 of customer experience and the 449 00:12:53,950 --> 00:12:55,500 impact that COVID-19 is having 450 00:12:55,500 --> 00:12:58,740 in the contact center space. Sheila. Thank 451 00:12:59,030 --> 00:13:00,830 you. The slide that you 452 00:13:00,830 --> 00:13:04,070 see here talks about the 453 00:13:04,070 --> 00:13:06,240 New Hampshire emergency order number 454 00:13:06,240 --> 00:13:08,410 17, that was issued by 455 00:13:08,410 --> 00:13:12,880 our governor Sununu back early 456 00:13:12,880 --> 00:13:16,840 in March. And slides are 457 00:13:16,840 --> 00:13:19,580 just going crazy. Huh? Let's 458 00:13:19,580 --> 00:13:22,000 try and get back on 459 00:13:22,000 --> 00:13:24,230 the right slide. Okay. And 460 00:13:24,230 --> 00:13:28,470 what it shows is that 461 00:13:29,550 --> 00:13:31,200 as it highlights is people 462 00:13:31,200 --> 00:13:33,730 in information technology, people like 463 00:13:33,790 --> 00:13:35,670 Colin and Paul, people who 464 00:13:35,670 --> 00:13:37,940 work in call centers are 465 00:13:37,940 --> 00:13:40,340 part of essential services. So 466 00:13:40,340 --> 00:13:42,660 as countries and States have 467 00:13:42,660 --> 00:13:44,260 put out orders that say, 468 00:13:44,480 --> 00:13:46,970 everybody stayed home except essential 469 00:13:46,970 --> 00:13:50,010 workers, right. Very often those 470 00:13:50,010 --> 00:13:51,500 essential workers work in government 471 00:13:51,500 --> 00:13:55,950 locations and hospitals and they 472 00:13:55,950 --> 00:13:58,170 are continuing to be important 473 00:13:58,400 --> 00:14:01,580 to the ongoing pace of 474 00:14:01,580 --> 00:14:03,650 keeping people alive and well 475 00:14:03,900 --> 00:14:05,540 as Barbara talked about. Right? 476 00:14:06,070 --> 00:14:07,890 And so it gives us 477 00:14:07,890 --> 00:14:09,030 pause those of us in 478 00:14:09,030 --> 00:14:11,210 the contact center space to understand 479 00:14:11,210 --> 00:14:13,050 how important we are to 480 00:14:13,050 --> 00:14:15,480 keeping business going, to keeping 481 00:14:15,480 --> 00:14:17,540 lives going. And again, as 482 00:14:17,540 --> 00:14:20,270 Barbara pointed out with everything 483 00:14:20,270 --> 00:14:21,210 that we need just to 484 00:14:21,210 --> 00:14:23,190 subsist one doesn't want to 485 00:14:23,190 --> 00:14:24,640 be overly dramatic, but we're 486 00:14:24,640 --> 00:14:26,650 part of a process that's 487 00:14:26,650 --> 00:14:39,560 really quite important. Okay. You want me to move their slide? Share over there. 488 00:14:42,400 --> 00:14:44,320 Maybe from now on, you 489 00:14:44,320 --> 00:14:45,360 can move my slides for 490 00:14:45,360 --> 00:14:46,440 me. Thank you very much. 491 00:14:46,700 --> 00:14:48,390 So one of the things 492 00:14:48,390 --> 00:14:49,450 that I want to talk about is 493 00:14:49,450 --> 00:14:50,260 sort of what did the 494 00:14:50,260 --> 00:14:52,940 world look right before the 495 00:14:55,240 --> 00:14:58,410 COVID pandemic became real. And 496 00:14:58,410 --> 00:14:59,710 interesting that we have the 497 00:14:59,710 --> 00:15:01,260 gentlemen on from South Africa 498 00:15:01,460 --> 00:15:02,930 because the data that I'm 499 00:15:02,930 --> 00:15:04,640 showing here is from a 500 00:15:04,640 --> 00:15:06,860 company called NTT. And it 501 00:15:06,860 --> 00:15:09,110 is part of a global 502 00:15:09,200 --> 00:15:12,610 benchmarking report that NTT has 503 00:15:12,610 --> 00:15:14,590 been gathering for 22 years 504 00:15:14,590 --> 00:15:16,070 now. And that the group 505 00:15:16,070 --> 00:15:17,200 that runs that is actually 506 00:15:17,200 --> 00:15:19,780 out of South Africa and 507 00:15:19,780 --> 00:15:21,560 I've visited them down there. 508 00:15:21,770 --> 00:15:23,410 And he's nodding because it's 509 00:15:23,410 --> 00:15:25,360 an important piece of research 510 00:15:25,670 --> 00:15:26,770 that a lot of us 511 00:15:26,810 --> 00:15:28,590 in the context center look 512 00:15:28,590 --> 00:15:29,930 forward to seeing that new 513 00:15:29,930 --> 00:15:32,500 data every year. So moving 514 00:15:32,500 --> 00:15:37,040 into 2020 companies, some 600 515 00:15:37,040 --> 00:15:38,010 of them responded to this 516 00:15:38,010 --> 00:15:41,020 question or asked what strategies 517 00:15:41,020 --> 00:15:43,130 are being used to meet 518 00:15:43,380 --> 00:15:48,030 the evolving workforce demands. And 519 00:15:48,030 --> 00:15:50,350 you'll see flexible hours were 520 00:15:50,350 --> 00:15:52,960 important. Remote working was important. 521 00:15:53,830 --> 00:15:55,430 But probably further down the 522 00:15:55,430 --> 00:15:57,710 list, something like wellness, which 523 00:15:57,710 --> 00:15:58,810 I've highlighted there with an 524 00:15:58,810 --> 00:16:03,510 arrow or training, new approaches 525 00:16:03,510 --> 00:16:05,230 for training. And so as 526 00:16:05,230 --> 00:16:07,880 we now sit six weeks 527 00:16:07,880 --> 00:16:10,280 into this global crisis with 528 00:16:10,440 --> 00:16:12,280 so many agents now working 529 00:16:12,280 --> 00:16:14,910 from home, I look at 530 00:16:14,960 --> 00:16:16,260 statistics like this and I 531 00:16:16,260 --> 00:16:18,270 think people like Paul and 532 00:16:18,270 --> 00:16:20,350 Colin have new challenges, how 533 00:16:20,350 --> 00:16:22,440 do we handle wellness when 534 00:16:22,440 --> 00:16:23,610 so many of our agents 535 00:16:23,610 --> 00:16:25,330 are working from home? How 536 00:16:25,330 --> 00:16:27,270 do we reevaluate how we 537 00:16:27,270 --> 00:16:29,520 train when so many agents 538 00:16:29,520 --> 00:16:31,120 are working from home? And 539 00:16:31,130 --> 00:16:33,020 so things that perhaps were 540 00:16:33,020 --> 00:16:34,960 not as high a priority 541 00:16:35,210 --> 00:16:37,440 just two months ago, raising 542 00:16:37,700 --> 00:16:43,260 insignificance. And then next slide, 543 00:16:43,720 --> 00:16:45,500 please, since I seem to 544 00:16:45,500 --> 00:16:48,850 be challenged. I went to 545 00:16:48,850 --> 00:16:50,180 a business school in Chicago 546 00:16:52,220 --> 00:16:55,410 at Kellogg. And there's been 547 00:16:55,410 --> 00:16:59,150 ongoing communications from Kellogg, which 548 00:16:59,150 --> 00:17:01,820 has in its alumni base 549 00:17:01,820 --> 00:17:03,690 a lot of corporate leaders. 550 00:17:04,120 --> 00:17:04,980 And what they've been doing 551 00:17:04,980 --> 00:17:06,960 is providing information to be 552 00:17:06,970 --> 00:17:09,210 helpful to those leaders as 553 00:17:09,240 --> 00:17:11,010 they go through this crisis. 554 00:17:11,560 --> 00:17:14,870 So one particular session caught 555 00:17:14,870 --> 00:17:16,090 my eye and it was 556 00:17:16,090 --> 00:17:18,660 by Harry kraemer, who is 557 00:17:18,660 --> 00:17:20,890 a professor of leadership at 558 00:17:21,440 --> 00:17:23,340 The Kellogg School at Northwestern 559 00:17:23,340 --> 00:17:26,610 university. And prior to being 560 00:17:26,980 --> 00:17:28,680 a professor, he was the 561 00:17:28,680 --> 00:17:31,700 CEO of Baxter International, a 562 00:17:31,700 --> 00:17:35,010 major medical supply company here 563 00:17:35,010 --> 00:17:36,780 in the United States. And 564 00:17:36,780 --> 00:17:38,960 the statement that he made 565 00:17:38,960 --> 00:17:42,270 that really rang so true 566 00:17:42,270 --> 00:17:44,000 for me was the need 567 00:17:44,070 --> 00:17:47,130 for a coronavirus war room. 568 00:17:48,210 --> 00:17:49,260 And it struck for a 569 00:17:49,260 --> 00:17:50,680 couple of reasons. One is 570 00:17:51,100 --> 00:17:52,490 I was early in my 571 00:17:52,490 --> 00:17:55,070 career at AT& T, when 572 00:17:55,070 --> 00:17:56,590 AT& T was going through 573 00:17:56,590 --> 00:17:58,360 divestiture. So I was at 574 00:17:58,360 --> 00:18:00,400 corporate headquarters in Basking Ridge, 575 00:18:00,400 --> 00:18:02,330 New Jersey, and we had 576 00:18:02,330 --> 00:18:03,900 a war room. And I 577 00:18:03,900 --> 00:18:04,870 was part of that war 578 00:18:04,870 --> 00:18:06,010 room because I was in 579 00:18:06,010 --> 00:18:07,740 market research. And there were 580 00:18:07,740 --> 00:18:10,470 lots of issues that smack 581 00:18:10,800 --> 00:18:12,710 of market research, data that 582 00:18:12,710 --> 00:18:15,040 was required by that group, 583 00:18:15,040 --> 00:18:16,190 working in the war room, 584 00:18:16,340 --> 00:18:18,600 when how do we break 585 00:18:18,610 --> 00:18:20,690 up the bell system? And 586 00:18:20,690 --> 00:18:21,760 so this notion of a 587 00:18:21,760 --> 00:18:24,500 coronavirus war room really struck 588 00:18:24,500 --> 00:18:28,050 me in that his comment, 589 00:18:28,680 --> 00:18:31,010 Kraemer's comment that no leader, 590 00:18:31,570 --> 00:18:32,880 if they're honest, is bright 591 00:18:32,880 --> 00:18:35,100 enough to figure out everything 592 00:18:35,100 --> 00:18:36,720 on their own. That they 593 00:18:36,730 --> 00:18:39,950 should have the data input 594 00:18:40,450 --> 00:18:41,910 and the knowledge and the 595 00:18:41,910 --> 00:18:44,280 wisdom of people from all 596 00:18:44,280 --> 00:18:46,240 over the business. And so 597 00:18:46,240 --> 00:18:46,810 I thought it was a 598 00:18:46,810 --> 00:18:48,300 great insight and one worth 599 00:18:48,300 --> 00:18:51,230 sharing on this webinar for 600 00:18:51,230 --> 00:18:54,330 all involved. Next slide please. 601 00:18:56,570 --> 00:18:57,970 So I'm taking us back 602 00:18:57,970 --> 00:19:00,720 to the NTT customer experience 603 00:19:00,720 --> 00:19:03,380 benchmarking study again. And this 604 00:19:03,380 --> 00:19:04,280 is a question that was 605 00:19:04,280 --> 00:19:06,310 answered again by about 600 of 606 00:19:06,430 --> 00:19:08,800 the respondents. And know that 607 00:19:08,800 --> 00:19:10,470 this study is a global 608 00:19:10,470 --> 00:19:11,780 study. And so they get 609 00:19:11,780 --> 00:19:14,370 representation from North America, South 610 00:19:14,370 --> 00:19:17,860 America, Asia, Europe. And so 611 00:19:17,860 --> 00:19:18,890 for all of you who 612 00:19:18,890 --> 00:19:20,410 are listening here today, this 613 00:19:20,410 --> 00:19:21,950 is relevant data for all 614 00:19:21,950 --> 00:19:24,090 of us. So the question 615 00:19:24,090 --> 00:19:25,470 that was asked again, pre- 616 00:19:25,470 --> 00:19:26,870 COVID is one of the 617 00:19:26,870 --> 00:19:30,620 top technology priorities for customer 618 00:19:30,620 --> 00:19:33,710 experience? And data and analytics, 619 00:19:33,710 --> 00:19:35,160 as you can see, has 620 00:19:35,160 --> 00:19:37,660 been seen as important by 621 00:19:37,660 --> 00:19:39,780 customer experience professionals for the 622 00:19:39,780 --> 00:19:41,940 last three years running, right. 623 00:19:42,670 --> 00:19:46,960 And digital transformation, supplying better 624 00:19:46,960 --> 00:19:49,490 digital customer experience, meeting the 625 00:19:49,750 --> 00:19:52,420 demands of consumers who want 626 00:19:52,710 --> 00:19:55,230 better digital options from the 627 00:19:55,230 --> 00:19:57,040 organizations and the companies that 628 00:19:57,040 --> 00:19:58,330 they work with. These have 629 00:19:58,330 --> 00:20:00,700 been key initiatives for the 630 00:20:00,700 --> 00:20:01,990 last two or three years. 631 00:20:02,820 --> 00:20:04,280 But again, what I've highlighted 632 00:20:04,280 --> 00:20:06,630 here are things that may 633 00:20:06,630 --> 00:20:08,160 be lower on the list 634 00:20:08,520 --> 00:20:11,090 like cloud solutions or the 635 00:20:11,090 --> 00:20:15,460 personalization of services, because in 636 00:20:15,460 --> 00:20:17,790 a post- COVID world, I 637 00:20:17,790 --> 00:20:19,590 think they're rising in importance. 638 00:20:19,840 --> 00:20:20,490 And if we were to 639 00:20:20,490 --> 00:20:23,140 retake this survey right now, 640 00:20:23,340 --> 00:20:25,010 I think cloud would rise 641 00:20:25,010 --> 00:20:26,230 way to the top of 642 00:20:26,230 --> 00:20:28,670 this. Because companies that I 643 00:20:28,670 --> 00:20:30,970 work with, that you work 644 00:20:30,970 --> 00:20:33,740 with at Genesys are finding that 645 00:20:34,370 --> 00:20:36,150 if they were sitting with contact 646 00:20:36,750 --> 00:20:39,620 center agents in premises locations 647 00:20:39,890 --> 00:20:42,770 with premises based systems, that 648 00:20:42,790 --> 00:20:44,950 it was often more difficult 649 00:20:45,440 --> 00:20:47,870 to send those agents home 650 00:20:47,870 --> 00:20:49,680 and be able to answer 651 00:20:49,860 --> 00:20:52,670 that increased volume that's happening 652 00:20:52,670 --> 00:20:55,110 in so many industries, right? 653 00:20:55,300 --> 00:20:57,460 Those with cloud solutions there 654 00:20:57,460 --> 00:20:59,150 were still challenges. There were 655 00:20:59,150 --> 00:21:02,180 still challenges with bandwidth, with 656 00:21:02,370 --> 00:21:05,070 whether agents had laptops, equipping 657 00:21:05,070 --> 00:21:07,140 them with that. But those 658 00:21:07,650 --> 00:21:13,940 challenges block less progress than 659 00:21:14,020 --> 00:21:15,190 having to send an agent 660 00:21:15,190 --> 00:21:17,440 home with a phone and 661 00:21:17,560 --> 00:21:20,440 a firewall and a server. 662 00:21:20,710 --> 00:21:21,770 And that's what often would 663 00:21:21,770 --> 00:21:22,880 happen with a premises based 664 00:21:22,880 --> 00:21:26,010 solution. The personalization of services, 665 00:21:26,380 --> 00:21:28,380 I think it's a topic 666 00:21:28,380 --> 00:21:31,130 that Genesys in 2020 is 667 00:21:31,130 --> 00:21:33,080 putting a bigger focus on, 668 00:21:33,390 --> 00:21:34,910 and again, was doing that 669 00:21:34,990 --> 00:21:37,010 pre- COVID. I think post- 670 00:21:37,040 --> 00:21:39,190 COVID, it becomes more important 671 00:21:39,530 --> 00:21:41,770 because as Barbara talked about, 672 00:21:42,050 --> 00:21:44,130 we need to be providing 673 00:21:44,230 --> 00:21:47,280 empathy even more than ever. 674 00:21:47,470 --> 00:21:48,430 When people get on the 675 00:21:48,430 --> 00:21:50,190 phone, we have to be 676 00:21:50,190 --> 00:21:52,000 able to ask them how 677 00:21:52,000 --> 00:21:53,650 they're doing. We need the 678 00:21:53,650 --> 00:21:56,020 extra time. We need agents 679 00:21:56,020 --> 00:21:58,600 who are trained to know 680 00:21:58,600 --> 00:21:59,890 that. We need agents who 681 00:21:59,890 --> 00:22:03,380 aren't being held to performance 682 00:22:03,380 --> 00:22:07,130 standards about key performance indicators 683 00:22:07,370 --> 00:22:08,960 that are perhaps less important 684 00:22:08,960 --> 00:22:10,890 now. So I think that personalization of 685 00:22:10,890 --> 00:22:12,360 services is another one of 686 00:22:12,370 --> 00:22:14,830 those things where it's rising 687 00:22:14,830 --> 00:22:16,510 in importance, but we also 688 00:22:16,510 --> 00:22:17,760 need the systems in place 689 00:22:17,760 --> 00:22:18,750 that are going to allow 690 00:22:18,750 --> 00:22:21,180 that to happen. So it's 691 00:22:21,180 --> 00:22:22,370 interesting to take a look 692 00:22:22,370 --> 00:22:23,220 at what was happening right 693 00:22:23,220 --> 00:22:25,380 before, but also to understand 694 00:22:25,380 --> 00:22:27,160 the impact that this has 695 00:22:27,160 --> 00:22:28,850 had on how we all 696 00:22:28,850 --> 00:22:30,170 deliver service. And I'm going 697 00:22:31,050 --> 00:22:31,840 to turn it back to 698 00:22:31,840 --> 00:22:34,170 Barbara now. Thank you, Sheila. 699 00:22:34,730 --> 00:22:36,820 And I think that definitely the 700 00:22:37,610 --> 00:22:38,850 insights that you provided us 701 00:22:38,850 --> 00:22:40,940 are right on point. I 702 00:22:40,940 --> 00:22:41,680 want to go back to 703 00:22:41,680 --> 00:22:43,490 some of this key elements, 704 00:22:43,490 --> 00:22:44,610 but first to your point, 705 00:22:44,900 --> 00:22:46,480 let's take maybe one step 706 00:22:46,480 --> 00:22:47,650 back and to level set 707 00:22:47,650 --> 00:22:49,640 and provide context. To start 708 00:22:49,640 --> 00:22:50,540 our Q& A session I 709 00:22:50,540 --> 00:22:51,860 would like to go to 710 00:22:51,860 --> 00:22:54,010 both Paul and Colin, and maybe 711 00:22:54,010 --> 00:22:55,180 Paul I'll start with you, 712 00:22:55,600 --> 00:22:56,530 and then Colin can provide 713 00:22:56,530 --> 00:22:58,100 some additional input. But the 714 00:22:58,100 --> 00:22:59,690 first question would be, can 715 00:22:59,690 --> 00:23:01,190 you give our audience the 716 00:23:01,190 --> 00:23:03,010 firsthand account of the main 717 00:23:03,240 --> 00:23:04,630 changes that your agents have 718 00:23:04,630 --> 00:23:06,300 experienced due to this crisis? 719 00:23:06,360 --> 00:23:07,390 I mean, are they all 720 00:23:07,390 --> 00:23:09,070 working from home? How was the 721 00:23:09,140 --> 00:23:11,230 transition and how are supervisors 722 00:23:11,290 --> 00:23:12,710 adapting to it? Paul, let's 723 00:23:12,710 --> 00:23:14,710 start with you. Yeah, definitely. 724 00:23:15,230 --> 00:23:17,890 So despite some slight differences 725 00:23:17,890 --> 00:23:19,500 in state government guidelines for 726 00:23:19,500 --> 00:23:21,830 COVID response, eFinancial chose to 727 00:23:21,830 --> 00:23:23,190 enable working from home for 728 00:23:23,190 --> 00:23:24,590 all of our agents and employees 729 00:23:24,650 --> 00:23:25,940 at the same time. We 730 00:23:25,940 --> 00:23:26,960 actually did a full cut 731 00:23:26,960 --> 00:23:28,630 over to Genesys cloud on 732 00:23:28,630 --> 00:23:31,080 March 27th which turns out 733 00:23:31,190 --> 00:23:32,130 to be about three weeks 734 00:23:32,130 --> 00:23:33,540 earlier than we had originally 735 00:23:33,540 --> 00:23:35,140 designed. So it was a little abrupt 736 00:23:35,140 --> 00:23:36,650 in training, abrupt in that 737 00:23:36,650 --> 00:23:38,000 day to day coaching piece 738 00:23:38,300 --> 00:23:39,750 and really abrupt for our 739 00:23:39,750 --> 00:23:40,840 internal help desk because they 740 00:23:40,840 --> 00:23:42,010 kind of scrambled to support 741 00:23:42,010 --> 00:23:46,250 that. Right. Colin maybe the 742 00:23:46,250 --> 00:23:47,790 same question for you, what was 743 00:23:48,420 --> 00:23:49,730 the changes for your agents and 744 00:23:50,300 --> 00:23:51,330 are they working from home? 745 00:23:51,330 --> 00:23:52,260 How are they adapting to 746 00:23:52,260 --> 00:23:54,810 it? Yes. I think that in 747 00:23:54,810 --> 00:23:56,450 the South African context we've 748 00:23:56,450 --> 00:23:57,450 had a full shutdown, so 749 00:23:57,450 --> 00:23:58,810 it's basically, you will stay 750 00:23:58,810 --> 00:24:00,830 inside your property and only 751 00:24:00,830 --> 00:24:02,020 go out for essential services. 752 00:24:02,020 --> 00:24:03,650 So it was quite apparent 753 00:24:03,820 --> 00:24:04,350 to us that this was 754 00:24:04,350 --> 00:24:05,510 going to impact the call center at 755 00:24:05,510 --> 00:24:07,320 large. But also from an 756 00:24:07,320 --> 00:24:09,920 economic standpoint, our customers. So 757 00:24:09,920 --> 00:24:11,840 we did initiate remote work for 758 00:24:12,290 --> 00:24:14,370 our customer care agents and 759 00:24:14,370 --> 00:24:15,940 a portion of our collections agents. 760 00:24:16,990 --> 00:24:18,590 And, again, those people servicing 761 00:24:18,590 --> 00:24:20,860 our insurance portfolio but everything 762 00:24:20,860 --> 00:24:22,180 to do with outbound selling 763 00:24:22,380 --> 00:24:23,410 cease to exist, we just 764 00:24:23,410 --> 00:24:25,420 stopped altogether. I think that 765 00:24:26,890 --> 00:24:28,290 the common themes that we 766 00:24:28,290 --> 00:24:29,760 saw coming through was people 767 00:24:29,800 --> 00:24:31,170 really wanting to know, how do 768 00:24:31,170 --> 00:24:32,040 I actually pay, how do 769 00:24:32,040 --> 00:24:33,100 I keep in good standing? 770 00:24:33,100 --> 00:24:34,500 How do I get orders 771 00:24:34,500 --> 00:24:38,110 that were previously ordered before 772 00:24:38,110 --> 00:24:40,410 the lockdown and what might happen to 773 00:24:40,410 --> 00:24:41,950 those in the lockdown? So 774 00:24:42,220 --> 00:24:42,960 we took the call to 775 00:24:42,960 --> 00:24:44,460 really just let the outbound 776 00:24:44,460 --> 00:24:46,260 agents be purely customer care 777 00:24:46,260 --> 00:24:49,180 agents. And what's been great 778 00:24:49,180 --> 00:24:51,090 is that they have actually risen to the 779 00:24:51,090 --> 00:24:53,080 challenge. They have been connectivity 780 00:24:53,080 --> 00:24:54,450 issues because not everybody in 781 00:24:54,450 --> 00:24:55,500 South Africa has access to 782 00:24:55,500 --> 00:24:57,200 WiFi. So we're all relying on 783 00:24:57,380 --> 00:25:00,810 3G. But the remote workers, I 784 00:25:00,810 --> 00:25:01,420 think a lot of them are actually saying 785 00:25:01,940 --> 00:25:03,390 they're more busy than they thought they 786 00:25:03,390 --> 00:25:04,550 would be. And there's a 787 00:25:04,550 --> 00:25:05,620 lot of transparency through the 788 00:25:05,620 --> 00:25:06,910 Genesys system as well. So 789 00:25:07,250 --> 00:25:08,260 we don't need to necessarily 790 00:25:08,260 --> 00:25:09,210 please them. They know that 791 00:25:09,550 --> 00:25:10,730 they've got presence, they know that 792 00:25:10,730 --> 00:25:11,590 they've got the tools that 793 00:25:11,620 --> 00:25:13,060 they need. So it's been a 794 00:25:13,310 --> 00:25:14,420 pretty good transition for us. 795 00:25:15,960 --> 00:25:16,650 And I think that that 796 00:25:16,650 --> 00:25:19,160 speaks perfectly on the empathy 797 00:25:19,410 --> 00:25:21,560 topic because you guys were right 798 00:25:21,560 --> 00:25:22,960 on top of what's really 799 00:25:22,960 --> 00:25:24,610 in your customer's minds and 800 00:25:24,870 --> 00:25:26,020 what's really important for them right 801 00:25:26,020 --> 00:25:28,160 now and adapted to respond 802 00:25:28,160 --> 00:25:29,580 to that. So that is fabulous. 803 00:25:29,750 --> 00:25:31,330 Now, again, to both of 804 00:25:31,330 --> 00:25:33,210 you can you also provide 805 00:25:33,210 --> 00:25:35,490 some additional context on how is the crisis 806 00:25:35,530 --> 00:25:36,730 affected your business. And Colin 807 00:25:36,730 --> 00:25:39,160 you talked a little bit about that, but maybe give 808 00:25:39,160 --> 00:25:40,740 us a little bit more 809 00:25:40,740 --> 00:25:42,840 context on how's the customer 810 00:25:43,160 --> 00:25:45,750 experience? Has it been disrupted? What are the steps 811 00:25:46,040 --> 00:25:47,290 that you're taking to mitigate 812 00:25:47,290 --> 00:25:49,830 not all after that, but 813 00:25:50,080 --> 00:25:53,410 Colin, you want to give some context on that? Yeah, sure. 814 00:25:53,410 --> 00:25:56,340 So I mean, the lockdown meant that 815 00:25:56,340 --> 00:25:58,470 all 1200 of our stores closed 816 00:25:59,270 --> 00:26:00,250 and. It became quite apparent 817 00:26:00,250 --> 00:26:01,410 quite quickly just how dependent 818 00:26:01,650 --> 00:26:03,130 we were on that last 819 00:26:03,130 --> 00:26:04,270 mile of the store in 820 00:26:04,270 --> 00:26:07,020 terms of customer payments, eCommerce 821 00:26:07,020 --> 00:26:09,340 click and collect. So quite 822 00:26:09,340 --> 00:26:11,240 quickly from a digital perspective, 823 00:26:11,240 --> 00:26:12,460 we had to move very 824 00:26:12,460 --> 00:26:13,540 fast in terms of giving 825 00:26:13,540 --> 00:26:17,410 people additional payment options even 826 00:26:17,410 --> 00:26:18,360 going down to the level of 827 00:26:21,100 --> 00:26:22,190 old good USSD. And again, 828 00:26:22,270 --> 00:26:23,400 driving a lot of digital 829 00:26:23,400 --> 00:26:25,630 communication through our app and 830 00:26:25,630 --> 00:26:27,500 through our online channels. So there was 831 00:26:28,200 --> 00:26:29,030 a bit of a disruption 832 00:26:29,030 --> 00:26:29,980 because we didn't have as 833 00:26:29,980 --> 00:26:31,160 many call center agents as 834 00:26:31,160 --> 00:26:32,010 we'd like to have had 835 00:26:32,200 --> 00:26:33,320 working remotely. So a lot 836 00:26:33,320 --> 00:26:34,850 of that moved towards traditional 837 00:26:35,160 --> 00:26:37,590 email and chat channels. So 838 00:26:37,700 --> 00:26:39,180 customers finding and got frustrated, 839 00:26:39,180 --> 00:26:40,720 but we've come along quite 840 00:26:40,720 --> 00:26:41,700 quickly. I think that this is a 841 00:26:42,430 --> 00:26:44,390 accelerated a lot more the the 842 00:26:44,390 --> 00:26:45,970 digital discussions that we needed 843 00:26:46,070 --> 00:26:47,930 to have. And we're going to go back to 844 00:26:48,620 --> 00:26:49,610 that topic in a minute, 845 00:26:49,610 --> 00:26:51,220 but Paul, same question for 846 00:26:51,220 --> 00:26:52,100 you, how has the business 847 00:26:52,100 --> 00:26:53,270 been effective for you guys 848 00:26:53,270 --> 00:26:55,960 and disruption and customer experience 849 00:26:56,020 --> 00:26:56,990 and how are you mitigating 850 00:26:56,990 --> 00:27:00,530 it? Well, since we're entirely 851 00:27:00,530 --> 00:27:01,960 call center based. The good 852 00:27:01,960 --> 00:27:02,950 news is as long as 853 00:27:02,950 --> 00:27:03,510 we were able to keep 854 00:27:03,510 --> 00:27:04,570 our agents on the phones, 855 00:27:04,570 --> 00:27:05,850 our customer experience was not 856 00:27:06,020 --> 00:27:07,410 disrupted at all, which is 857 00:27:07,410 --> 00:27:09,120 important in our industry because 858 00:27:09,370 --> 00:27:10,850 consumer demand is rising for 859 00:27:10,850 --> 00:27:13,110 us. Anytime there's an event 860 00:27:13,140 --> 00:27:14,920 that reminds people of the critical 861 00:27:14,920 --> 00:27:16,810 importance of financially supporting loved 862 00:27:16,940 --> 00:27:18,120 ones, we see an increased 863 00:27:18,120 --> 00:27:19,890 demand for life insurance. So it 864 00:27:20,050 --> 00:27:21,640 was imperative that our agents 865 00:27:21,640 --> 00:27:22,990 were still available to serve 866 00:27:22,990 --> 00:27:24,520 customers at times they need 867 00:27:24,520 --> 00:27:26,390 us the most. Similar to 868 00:27:26,390 --> 00:27:29,230 Colin, not only did we increase 869 00:27:29,230 --> 00:27:31,400 our availability online or on 870 00:27:31,400 --> 00:27:32,530 the phone, but we've also 871 00:27:32,690 --> 00:27:33,930 started to provide more digital 872 00:27:33,930 --> 00:27:35,710 offering and direct customers there 873 00:27:35,710 --> 00:27:37,410 so that they can react in 874 00:27:37,410 --> 00:27:38,810 a way that isn't the face to face 875 00:27:38,810 --> 00:27:42,130 type of environment. Okay, great. 876 00:27:42,440 --> 00:27:43,380 Now we would also like 877 00:27:43,380 --> 00:27:44,450 to hear from the audience, 878 00:27:44,450 --> 00:27:45,580 and so we do have 879 00:27:45,770 --> 00:27:47,670 a small poll question. So 880 00:27:47,670 --> 00:27:49,800 Josh could we push the 881 00:27:49,800 --> 00:27:51,090 poll question to our audience, 882 00:27:51,090 --> 00:27:54,660 please? Absolutely. They should see to on their 883 00:27:54,660 --> 00:27:56,760 screen now. There we go. 884 00:27:56,990 --> 00:27:57,920 So the question is, what 885 00:27:57,920 --> 00:27:59,650 percentage of your agents are 886 00:27:59,650 --> 00:28:00,870 working from home now? So is 887 00:28:00,870 --> 00:28:03,610 it like almost none to 888 00:28:04,400 --> 00:28:07,000 somewhere like 25%. Is between 889 00:28:07,000 --> 00:28:09,430 25 and 50. Is it the majority 890 00:28:09,430 --> 00:28:10,170 of them all the way, 891 00:28:10,260 --> 00:28:12,430 maybe around 85%, or is it all 892 00:28:12,450 --> 00:28:13,460 of them. We're really interested 893 00:28:13,460 --> 00:28:15,550 to hearing from you. And 894 00:28:15,550 --> 00:28:16,460 while we wait for our 895 00:28:16,460 --> 00:28:18,180 audience to answer the poll, 896 00:28:18,570 --> 00:28:21,260 Sheila, maybe this is really a 897 00:28:21,260 --> 00:28:22,810 global audience. And so I 898 00:28:22,810 --> 00:28:23,590 don't know about you, but 899 00:28:23,590 --> 00:28:25,060 my expectation would be that we're going to 900 00:28:25,060 --> 00:28:26,570 see a mix maybe in 901 00:28:26,570 --> 00:28:27,590 the responses, but what's your 902 00:28:27,590 --> 00:28:29,750 take on this, given the 903 00:28:29,750 --> 00:28:33,100 global context of this. So 904 00:28:33,100 --> 00:28:34,160 to your point, I think 905 00:28:34,160 --> 00:28:36,540 in some industries we'll also 906 00:28:36,540 --> 00:28:38,180 going to see differences, right? 907 00:28:38,620 --> 00:28:40,010 The industries that are represented 908 00:28:40,010 --> 00:28:42,570 by our customers here were 909 00:28:42,640 --> 00:28:44,360 so important that they needed 910 00:28:44,360 --> 00:28:45,630 to get as many agents 911 00:28:45,630 --> 00:28:47,730 as they could capable to 912 00:28:47,730 --> 00:28:49,170 work from home. I think 913 00:28:49,170 --> 00:28:51,010 in some businesses, if the 914 00:28:51,010 --> 00:28:53,080 business had to shut down, 915 00:28:53,880 --> 00:28:55,750 let's say a clothing store, 916 00:28:55,970 --> 00:28:58,890 right. That might have a 917 00:28:58,890 --> 00:29:00,960 lot of agents taking orders, 918 00:29:01,080 --> 00:29:02,380 but didn't need to do 919 00:29:02,380 --> 00:29:03,840 customer service the same way 920 00:29:03,840 --> 00:29:05,590 with the stores closed. So 921 00:29:05,590 --> 00:29:07,690 I think we're going to see a proportion of 922 00:29:07,690 --> 00:29:10,320 the people responding saying only 923 00:29:10,320 --> 00:29:12,040 zero to 25% because we 924 00:29:12,040 --> 00:29:13,850 have a skeleton kind of 925 00:29:13,850 --> 00:29:15,070 a staff. But we're going 926 00:29:15,190 --> 00:29:16,910 to see some like Colin 927 00:29:16,910 --> 00:29:19,090 and Paul's companies where everybody 928 00:29:19,200 --> 00:29:20,580 is home. But if I 929 00:29:20,580 --> 00:29:21,930 had to say which one 930 00:29:21,930 --> 00:29:22,420 I think is going to 931 00:29:22,420 --> 00:29:24,830 have the highest percentage, I 932 00:29:24,830 --> 00:29:25,930 think it's going to be 933 00:29:25,930 --> 00:29:28,010 the 50% to 85% that 934 00:29:28,010 --> 00:29:29,420 most of the people have 935 00:29:29,420 --> 00:29:30,250 sent most of their agents 936 00:29:30,350 --> 00:29:31,940 home. Let's see if I'm 937 00:29:31,940 --> 00:29:33,590 right. That's kind of what 938 00:29:33,590 --> 00:29:35,160 I was thinking too. But so 939 00:29:35,160 --> 00:29:35,970 Josh, can we see the 940 00:29:35,970 --> 00:29:37,240 results maybe to see if 941 00:29:38,900 --> 00:29:40,730 we're right. Oh, look at 942 00:29:40,730 --> 00:29:42,920 that. It's very close, but 943 00:29:42,920 --> 00:29:45,140 in all of them is 944 00:29:45,850 --> 00:29:48,900 very high, which is a 945 00:29:48,900 --> 00:29:52,910 little bit surprising. Well, great. 946 00:29:52,910 --> 00:29:54,900 Thank you everybody for participating 947 00:29:54,900 --> 00:29:55,990 on this. So let's just 948 00:29:55,990 --> 00:30:04,360 stay on... And maybe talk 949 00:30:04,360 --> 00:30:05,520 a little about, obviously everybody 950 00:30:05,520 --> 00:30:07,250 knows that they embrace it in the circumstances 951 00:30:07,390 --> 00:30:08,090 of this pandemic, as I 952 00:30:08,090 --> 00:30:10,190 said at the beginning, but how 953 00:30:10,190 --> 00:30:12,730 did eFinancial apply or really 954 00:30:12,730 --> 00:30:15,090 adapt the business continually plan 955 00:30:15,090 --> 00:30:16,710 to respond to this crisis? 956 00:30:18,050 --> 00:30:20,860 Yeah, so eFinancial like most 957 00:30:20,860 --> 00:30:22,130 businesses, we had a business 958 00:30:22,130 --> 00:30:24,080 continuity plan in place. But it 959 00:30:24,280 --> 00:30:25,440 was focused on our individual 960 00:30:25,440 --> 00:30:27,380 offices. As I mentioned before, 961 00:30:27,380 --> 00:30:28,350 we have call centers in 962 00:30:28,350 --> 00:30:29,900 three different States. So our 963 00:30:29,900 --> 00:30:31,470 plans were more focused on 964 00:30:31,470 --> 00:30:32,810 how to respond if one 965 00:30:32,810 --> 00:30:33,850 of those opposites had to 966 00:30:33,850 --> 00:30:35,350 close for a snow storm 967 00:30:35,350 --> 00:30:36,290 or a power outage or 968 00:30:36,290 --> 00:30:38,430 natural disaster. Or what happens 969 00:30:38,430 --> 00:30:39,130 at one of our data 970 00:30:39,130 --> 00:30:40,850 center goes down. I'll be 971 00:30:40,850 --> 00:30:42,380 honest a full- scale work 972 00:30:42,380 --> 00:30:43,680 from home across all of 973 00:30:43,680 --> 00:30:45,140 our locations was never really 974 00:30:45,140 --> 00:30:47,730 part of the plan. Fortunately, 975 00:30:47,760 --> 00:30:49,050 we were already underway with 976 00:30:49,050 --> 00:30:50,570 a migration from pure connect 977 00:30:50,570 --> 00:30:52,450 on premises to Genesys cloud. And that was a 978 00:30:53,160 --> 00:30:54,370 strategic decision that we made 979 00:30:54,380 --> 00:30:56,130 last year to increase uptime 980 00:30:56,130 --> 00:30:57,260 and allow us to scale 981 00:30:57,260 --> 00:30:59,010 as a company. But we 982 00:30:59,010 --> 00:31:00,300 have that plan launch for 983 00:31:00,300 --> 00:31:02,360 April 30th to begin a 984 00:31:02,360 --> 00:31:03,950 phased approach versus a cut 985 00:31:03,950 --> 00:31:06,630 over launch. This was sped 986 00:31:06,630 --> 00:31:08,440 up due to COVID. And 987 00:31:08,440 --> 00:31:09,380 we actually had about three 988 00:31:09,380 --> 00:31:10,900 weeks to prepare and do a 989 00:31:10,900 --> 00:31:12,480 full cut order for 100% 990 00:31:12,500 --> 00:31:13,770 for a sales and operation 991 00:31:13,770 --> 00:31:17,720 staff. Which thankfully was largely 992 00:31:17,720 --> 00:31:19,760 successful. As far as business 993 00:31:19,760 --> 00:31:21,330 continuity, we now have passports 994 00:31:21,330 --> 00:31:22,260 in place and we're going 995 00:31:22,260 --> 00:31:23,690 to revisit that plan and we're going 996 00:31:24,020 --> 00:31:25,570 to update it to reflect 997 00:31:25,570 --> 00:31:27,700 the new remote workforce capabilities 998 00:31:27,700 --> 00:31:28,900 that we've discovered with Genesys 999 00:31:28,900 --> 00:31:32,450 cloud. Right. So that takes 1000 00:31:32,450 --> 00:31:34,510 me back to the point 1001 00:31:34,510 --> 00:31:36,820 that Sheila was making initially 1002 00:31:36,820 --> 00:31:38,360 on the war room or 1003 00:31:38,360 --> 00:31:40,560 the task force. So, Sheila, 1004 00:31:40,570 --> 00:31:41,430 can you elaborate a little 1005 00:31:41,430 --> 00:31:42,610 bit more on what you've 1006 00:31:42,610 --> 00:31:44,110 seen from companies like eFinancial 1007 00:31:45,540 --> 00:31:46,840 that has actually implemented a war 1008 00:31:46,840 --> 00:31:48,920 room work task force versus 1009 00:31:48,920 --> 00:31:50,130 others that maybe have delayed 1010 00:31:50,130 --> 00:31:52,870 those decisions. How has that impacted 1011 00:31:52,870 --> 00:31:54,110 their ability to respond or 1012 00:31:54,110 --> 00:31:55,730 be effective in terms of customer 1013 00:31:55,790 --> 00:31:57,320 support or customer experience in 1014 00:31:57,320 --> 00:32:04,530 your view? Sheila I think 1015 00:32:05,010 --> 00:32:05,890 you may be on mute 1016 00:32:05,890 --> 00:32:07,610 because I can't hear you, 1017 00:32:07,650 --> 00:32:10,920 just making sure it's not 1018 00:32:10,920 --> 00:32:13,800 just me. Thank you very 1019 00:32:13,800 --> 00:32:15,670 much, Barbara. It takes a 1020 00:32:15,670 --> 00:32:19,550 village. I would argue with 1021 00:32:19,550 --> 00:32:21,980 that smaller firms, smaller than 1022 00:32:21,980 --> 00:32:24,400 eFinancials, smaller than Mr Price 1023 00:32:25,340 --> 00:32:27,560 with tens of employees, instead 1024 00:32:27,560 --> 00:32:29,580 of hundreds of employees would 1025 00:32:29,610 --> 00:32:32,130 similarly benefit from a war 1026 00:32:32,130 --> 00:32:34,810 room approach. I've seen smaller 1027 00:32:34,810 --> 00:32:36,750 firms that are bringing together 1028 00:32:36,750 --> 00:32:39,660 senior management to make decisions 1029 00:32:39,660 --> 00:32:40,740 that are going to impact 1030 00:32:41,160 --> 00:32:44,220 every employee, every customer, and 1031 00:32:44,220 --> 00:32:45,890 often without the benefit of 1032 00:32:45,890 --> 00:32:47,700 that voice of the customer 1033 00:32:48,000 --> 00:32:49,270 that we hear that we 1034 00:32:49,270 --> 00:32:51,530 see coming in through the contact 1035 00:32:52,000 --> 00:32:53,400 center. So I think the 1036 00:32:53,400 --> 00:32:55,850 CEO's and CFO's of the world 1037 00:32:56,510 --> 00:32:58,030 who are making the final 1038 00:32:58,030 --> 00:33:01,070 decisions, obviously. But as Kraemer, 1039 00:33:01,070 --> 00:33:02,710 the professor at Kellogg pointed 1040 00:33:02,710 --> 00:33:04,280 out, I think the best 1041 00:33:04,280 --> 00:33:05,530 decisions would be made with 1042 00:33:05,530 --> 00:33:07,900 the best information. And sometimes 1043 00:33:07,900 --> 00:33:09,290 we in the contact center 1044 00:33:09,500 --> 00:33:12,180 as the conduit between executive 1045 00:33:12,180 --> 00:33:15,510 management and the customers could 1046 00:33:15,510 --> 00:33:17,070 be a useful part of 1047 00:33:17,350 --> 00:33:18,880 a war room approach, or 1048 00:33:18,880 --> 00:33:21,350 at least a task force 1049 00:33:21,480 --> 00:33:23,440 type approach, as opposed to 1050 00:33:23,440 --> 00:33:25,020 just a bunch of execs 1051 00:33:25,380 --> 00:33:28,260 making their decisions. Yeah. And 1052 00:33:29,540 --> 00:33:30,910 I'll just make this comment 1053 00:33:30,910 --> 00:33:32,750 on the Genesys side. I got 1054 00:33:32,920 --> 00:33:34,590 to say similar to what 1055 00:33:34,800 --> 00:33:36,550 Paul was saying before. Genesys 1056 00:33:36,550 --> 00:33:39,140 implemented very quickly a taskforce 1057 00:33:39,390 --> 00:33:40,540 as well. So that was 1058 00:33:41,300 --> 00:33:42,420 an initiative from our CEO, 1059 00:33:42,420 --> 00:33:44,050 Tony Bates and his leadership 1060 00:33:44,520 --> 00:33:46,410 and with constant communication and 1061 00:33:46,430 --> 00:33:48,070 a lot of transparency and 1062 00:33:48,070 --> 00:33:49,280 very quickly shutting down our 1063 00:33:49,280 --> 00:33:50,340 offices and making sure that 1064 00:33:50,340 --> 00:33:51,550 everybody was okay and working 1065 00:33:51,550 --> 00:33:53,470 from home and staying safe. 1066 00:33:53,470 --> 00:33:53,950 And I got to say 1067 00:33:53,950 --> 00:33:55,210 that made a huge difference 1068 00:33:55,220 --> 00:33:56,280 in our preparedness and our 1069 00:33:56,280 --> 00:33:58,440 readiness to not only continue 1070 00:33:58,440 --> 00:33:59,560 our business, but also be 1071 00:33:59,560 --> 00:34:01,510 here for our customers, which is 1072 00:34:01,630 --> 00:34:04,410 really what our mission is. 1073 00:34:04,970 --> 00:34:07,290 So now Colin, let me 1074 00:34:07,290 --> 00:34:08,620 go back to you and this is actually interesting because 1075 00:34:08,620 --> 00:34:11,780 in the briefing that we had with you 1076 00:34:11,780 --> 00:34:13,530 before the webinar, you shared a 1077 00:34:13,530 --> 00:34:14,630 quote that I thought it 1078 00:34:14,780 --> 00:34:16,420 was fascinating. And you said, 1079 00:34:17,070 --> 00:34:18,770 who pushed digital transformation in 1080 00:34:18,770 --> 00:34:20,530 your company. Was is it the CEO, 1081 00:34:20,990 --> 00:34:23,370 the CIO, or COVID- 19? 1082 00:34:23,370 --> 00:34:25,280 And I actually thinks got 1083 00:34:25,280 --> 00:34:27,820 funny, but the companies traditionally 1084 00:34:28,330 --> 00:34:30,980 pursued digital transformation to create 1085 00:34:30,980 --> 00:34:32,550 efficiencies or increase revenue or 1086 00:34:32,550 --> 00:34:34,040 reduce churn, or even to 1087 00:34:34,040 --> 00:34:35,380 penetrate a new market segment 1088 00:34:35,380 --> 00:34:37,570 or establishing a competitive differentiation. 1089 00:34:38,080 --> 00:34:39,500 But now in this new 1090 00:34:39,500 --> 00:34:41,570 normal that we're living is 1091 00:34:41,570 --> 00:34:43,950 business continually an additional critical 1092 00:34:43,950 --> 00:34:45,530 driver for digital transformation in 1093 00:34:45,530 --> 00:34:49,340 your opinion? Yes, absolutely. And 1094 00:34:49,490 --> 00:34:50,530 I'm so glad that Sheila 1095 00:34:50,530 --> 00:34:51,930 actually mentioned the voice of 1096 00:34:51,930 --> 00:34:53,090 the customer, because I think 1097 00:34:53,090 --> 00:34:55,550 that the digital transformation journey... 1098 00:34:55,780 --> 00:34:56,800 Look, first and foremost, you need 1099 00:34:56,800 --> 00:34:58,240 to be on one. Otherwise 1100 00:34:58,240 --> 00:34:59,010 you're going to have trouble 1101 00:34:59,050 --> 00:35:00,890 in the short term. But 1102 00:35:00,890 --> 00:35:01,890 it's starting to accelerate the 1103 00:35:01,890 --> 00:35:03,450 different type of conversation because I 1104 00:35:03,450 --> 00:35:05,280 think your roadmap was going 1105 00:35:05,280 --> 00:35:06,660 one direction. But now through 1106 00:35:06,660 --> 00:35:07,760 listening to voice of customer 1107 00:35:07,760 --> 00:35:09,720 and necessity you will be 1108 00:35:09,720 --> 00:35:11,460 changing that. So we'll be looking a 1109 00:35:11,460 --> 00:35:13,330 lot more at stuff like 1110 00:35:13,400 --> 00:35:15,940 customer self- help stuff like 1111 00:35:15,940 --> 00:35:17,150 where your Genesys platform can 1112 00:35:17,150 --> 00:35:18,560 bring all communications types into 1113 00:35:18,560 --> 00:35:19,810 one space where we can 1114 00:35:19,810 --> 00:35:20,630 actually make sense of that 1115 00:35:20,630 --> 00:35:22,620 data and actually start delivering 1116 00:35:22,620 --> 00:35:23,860 on what customers want. Because 1117 00:35:23,860 --> 00:35:25,190 I think if you had 1118 00:35:25,190 --> 00:35:26,120 a tough market that you're 1119 00:35:26,120 --> 00:35:27,880 in before, it's going to get even tougher 1120 00:35:27,880 --> 00:35:28,920 now, as people feel this 1121 00:35:28,920 --> 00:35:31,040 economic push. So yes, absolutely 1122 00:35:31,290 --> 00:35:32,130 it will accelerate. But I 1123 00:35:32,130 --> 00:35:33,290 think that if we clever 1124 00:35:33,430 --> 00:35:34,300 and we manage that data 1125 00:35:34,300 --> 00:35:36,330 properly, we'll be accelerating the 1126 00:35:36,330 --> 00:35:37,470 right things in the digital 1127 00:35:37,500 --> 00:35:40,950 space. Right. So Sheila I 1128 00:35:41,190 --> 00:35:41,950 wanted to go back to 1129 00:35:41,950 --> 00:35:44,180 that slide that you had 1130 00:35:44,180 --> 00:35:46,070 with a study that talks 1131 00:35:46,070 --> 00:35:48,370 about... You highlighted digital transformation 1132 00:35:48,370 --> 00:35:49,170 as one of the top 1133 00:35:49,500 --> 00:35:51,690 technology priorities for CX, but 1134 00:35:51,720 --> 00:35:53,980 also and I like how you 1135 00:35:53,980 --> 00:35:57,280 highlighted personalization of services and 1136 00:35:57,280 --> 00:35:58,970 cloud solutions. So do you 1137 00:35:58,970 --> 00:36:00,410 see a critical connection between 1138 00:36:00,410 --> 00:36:02,090 the cloud, as an enabler 1139 00:36:02,090 --> 00:36:03,780 to provide agility and flexibility 1140 00:36:04,070 --> 00:36:05,240 for companies to implement new 1141 00:36:05,380 --> 00:36:07,500 digital channels and deliver personalized 1142 00:36:07,500 --> 00:36:10,960 experiences? So it's interesting just 1143 00:36:10,960 --> 00:36:13,220 today and probably later today, 1144 00:36:13,540 --> 00:36:14,600 a new article that I 1145 00:36:14,600 --> 00:36:15,800 wrote for No Jitter is 1146 00:36:15,800 --> 00:36:17,530 going to post, and it's 1147 00:36:17,570 --> 00:36:21,040 called Google Contact Center AI 1148 00:36:21,710 --> 00:36:24,230 Tackles the Unemployment Problem in 1149 00:36:24,230 --> 00:36:26,490 the United States. So here 1150 00:36:26,490 --> 00:36:28,840 in the United States, state 1151 00:36:28,990 --> 00:36:30,710 websites have been going down 1152 00:36:30,710 --> 00:36:31,970 because of so much traffic. 1153 00:36:32,850 --> 00:36:35,520 State contact centers are blocking 1154 00:36:35,520 --> 00:36:36,970 calls because they just don't 1155 00:36:36,970 --> 00:36:39,070 even have enough circuits. Right. 1156 00:36:39,900 --> 00:36:40,670 So one of the things 1157 00:36:40,670 --> 00:36:42,840 that Google working with some 1158 00:36:42,840 --> 00:36:44,340 of their partners like Genesys 1159 00:36:44,710 --> 00:36:46,120 has been doing is helping 1160 00:36:46,120 --> 00:36:49,490 the States bring on some 1161 00:36:49,490 --> 00:36:52,300 early box onto the websites. 1162 00:36:52,640 --> 00:36:55,040 Okay. So the websites are 1163 00:36:55,040 --> 00:36:56,880 clearly cloud driven because the 1164 00:36:56,880 --> 00:36:58,370 web is based on the internet. 1165 00:36:59,290 --> 00:37:00,810 And for these States and 1166 00:37:00,810 --> 00:37:03,240 it includes Illinois, New York 1167 00:37:03,350 --> 00:37:05,300 and Oklahoma. They've been able 1168 00:37:05,300 --> 00:37:09,270 to quickly get box up 1169 00:37:09,270 --> 00:37:10,300 and running on the website 1170 00:37:10,950 --> 00:37:12,480 to try to deflect some 1171 00:37:12,480 --> 00:37:14,130 of the simple questions so 1172 00:37:14,130 --> 00:37:15,780 that the more difficult questions 1173 00:37:15,780 --> 00:37:17,160 can go to the agents 1174 00:37:17,410 --> 00:37:19,040 and the agents aren't overwhelmed 1175 00:37:20,750 --> 00:37:21,890 with simple questions that could 1176 00:37:21,890 --> 00:37:23,190 be answered in other ways. 1177 00:37:23,930 --> 00:37:24,740 But one of the points 1178 00:37:24,740 --> 00:37:26,440 that was made by Antony 1179 00:37:26,440 --> 00:37:28,170 Passemard, from Google when he 1180 00:37:28,170 --> 00:37:29,990 and I spoke was that 1181 00:37:30,980 --> 00:37:32,690 initially they could do web 1182 00:37:32,690 --> 00:37:34,500 because some of these contact 1183 00:37:34,500 --> 00:37:35,860 centers in the States are 1184 00:37:35,860 --> 00:37:37,850 not cloud- based, right. And 1185 00:37:37,850 --> 00:37:39,640 so it's not easy to 1186 00:37:39,640 --> 00:37:42,100 connect what's happening on the 1187 00:37:42,100 --> 00:37:45,150 web to an agent. So 1188 00:37:45,150 --> 00:37:46,480 what if somebody is in 1189 00:37:46,480 --> 00:37:48,040 that bot and needs to 1190 00:37:48,040 --> 00:37:49,590 connect to a voice agent? 1191 00:37:49,920 --> 00:37:51,130 Well, in the short term, 1192 00:37:51,340 --> 00:37:52,630 they're not necessarily able to 1193 00:37:52,630 --> 00:37:54,410 do that, right. And the short 1194 00:37:54,410 --> 00:37:56,310 term, they're only able to 1195 00:37:56,310 --> 00:37:57,290 do the web based and 1196 00:37:57,290 --> 00:38:00,560 then say call. But imagine 1197 00:38:00,560 --> 00:38:02,160 a company that had already 1198 00:38:02,160 --> 00:38:03,630 moved to the cloud, right. 1199 00:38:03,840 --> 00:38:04,760 They would be able to 1200 00:38:04,760 --> 00:38:07,530 make that connection between artificial 1201 00:38:07,530 --> 00:38:10,390 intelligence bots and voice connections 1202 00:38:10,580 --> 00:38:12,920 much more easily. So there's 1203 00:38:12,920 --> 00:38:14,990 this notion that we need 1204 00:38:14,990 --> 00:38:17,130 more digital services. Some of 1205 00:38:17,130 --> 00:38:20,380 those we can supply, even 1206 00:38:20,380 --> 00:38:22,080 if the contact center is not 1207 00:38:22,150 --> 00:38:23,840 in the cloud yet, but 1208 00:38:23,840 --> 00:38:25,370 the vision should be to 1209 00:38:27,080 --> 00:38:27,790 the point that was made 1210 00:38:27,790 --> 00:38:28,970 earlier by Paul and Colin. 1211 00:38:29,540 --> 00:38:30,390 How do we get these 1212 00:38:30,390 --> 00:38:32,220 all working together? And the 1213 00:38:32,220 --> 00:38:33,420 way to do that is 1214 00:38:33,420 --> 00:38:34,080 for them all to be 1215 00:38:34,080 --> 00:38:35,110 in the cloud and able 1216 00:38:35,230 --> 00:38:37,930 share information and data on 1217 00:38:37,930 --> 00:38:40,880 a cloud basis. That is 1218 00:38:40,880 --> 00:38:41,970 such a great point. It 1219 00:38:41,970 --> 00:38:43,020 was just yesterday I was 1220 00:38:43,020 --> 00:38:44,210 having a conversation with one 1221 00:38:44,210 --> 00:38:45,950 of my colleagues in business 1222 00:38:45,950 --> 00:38:47,790 consulting, and we were talking 1223 00:38:47,790 --> 00:38:49,670 about how we may have 1224 00:38:49,670 --> 00:38:52,570 a preconceived perception that, but 1225 00:38:53,060 --> 00:38:54,930 go against empathy. But in 1226 00:38:55,340 --> 00:38:56,230 the context of what we're 1227 00:38:56,230 --> 00:38:57,930 living today as a consumer, 1228 00:38:58,210 --> 00:38:59,370 you want an answer, right? 1229 00:38:59,370 --> 00:39:01,500 So perhaps the most empathetic 1230 00:39:01,500 --> 00:39:03,260 way to really be there 1231 00:39:03,260 --> 00:39:04,650 for your customers could be 1232 00:39:04,690 --> 00:39:06,290 through a bot that it's 1233 00:39:06,290 --> 00:39:07,780 actually providing you the answer 1234 00:39:07,780 --> 00:39:08,750 that you're looking for, and you don't 1235 00:39:08,750 --> 00:39:09,880 need to wait for an agent to be 1236 00:39:09,880 --> 00:39:12,040 available. Right. And so to your 1237 00:39:12,040 --> 00:39:13,390 point, the cloud is actually 1238 00:39:13,390 --> 00:39:15,550 what's enabling the agility that 1239 00:39:15,550 --> 00:39:16,920 companies may have to work 1240 00:39:16,920 --> 00:39:19,080 with Google. And us or 1241 00:39:19,090 --> 00:39:20,250 others, but just to make 1242 00:39:20,250 --> 00:39:21,400 sure that you have that 1243 00:39:21,400 --> 00:39:23,190 ability to quickly adapt the 1244 00:39:23,190 --> 00:39:25,140 bot to whatever the priorities are 1245 00:39:25,140 --> 00:39:26,860 for your customer. So I 1246 00:39:26,860 --> 00:39:30,830 think that that is so fantastic. Now Paul, 1247 00:39:31,150 --> 00:39:32,080 I would like to now 1248 00:39:32,080 --> 00:39:33,970 switch gears back to the 1249 00:39:33,970 --> 00:39:35,400 impact on the workforce, right? 1250 00:39:35,400 --> 00:39:36,500 It is very important that we 1251 00:39:36,500 --> 00:39:38,260 talk about since we're talking about empathy 1252 00:39:38,560 --> 00:39:40,870 that we talk about our employees. So 1253 00:39:40,870 --> 00:39:42,590 the question for you has 1254 00:39:42,590 --> 00:39:43,930 this crisis and the fact 1255 00:39:43,930 --> 00:39:45,830 that your agents are working 1256 00:39:45,830 --> 00:39:47,240 from home, have been working 1257 00:39:47,240 --> 00:39:47,990 from home now for a 1258 00:39:47,990 --> 00:39:50,680 while. Has that affected the 1259 00:39:50,680 --> 00:39:52,160 productivity in your contact centers? 1260 00:39:54,280 --> 00:39:55,580 Well, anytime that you have 1261 00:39:55,580 --> 00:39:57,150 an accelerated launch of a 1262 00:39:57,150 --> 00:39:59,420 major new technology platform, you're 1263 00:39:59,420 --> 00:40:00,880 going to experience some bumps. 1264 00:40:01,800 --> 00:40:03,320 Initially our biggest issue was 1265 00:40:03,320 --> 00:40:05,010 the database issue. All our 1266 00:40:05,010 --> 00:40:06,570 operational reporting was built around 1267 00:40:06,570 --> 00:40:08,070 the on premise system. So 1268 00:40:08,070 --> 00:40:09,040 when the cut over happened 1269 00:40:09,040 --> 00:40:10,550 that produced some data blindness 1270 00:40:10,550 --> 00:40:11,500 that we had to work 1271 00:40:11,500 --> 00:40:13,520 very quickly to resolve. Now, 1272 00:40:13,520 --> 00:40:15,540 from a production standpoint, we 1273 00:40:15,700 --> 00:40:17,050 initially saw about a seven 1274 00:40:17,050 --> 00:40:18,700 day period in which production 1275 00:40:18,700 --> 00:40:20,270 levels were soft as agents 1276 00:40:20,270 --> 00:40:21,760 adjusted to the new platform 1277 00:40:21,760 --> 00:40:24,070 and working environment. However, we 1278 00:40:24,070 --> 00:40:26,360 rebounded very well. One thing 1279 00:40:26,360 --> 00:40:28,140 we noticed was greater availability 1280 00:40:28,140 --> 00:40:29,610 of agents working from home and 1281 00:40:29,840 --> 00:40:31,250 no commute. And if anyone's 1282 00:40:31,250 --> 00:40:32,440 familiar with the Seattle area 1283 00:40:32,440 --> 00:40:34,390 or the 405 that community 1284 00:40:34,590 --> 00:40:35,650 means at least an hour 1285 00:40:35,650 --> 00:40:37,420 or two each way. It 1286 00:40:37,420 --> 00:40:39,260 also meant ease of breaks, 1287 00:40:39,260 --> 00:40:40,970 the ability to be constantly 1288 00:40:40,970 --> 00:40:42,250 engaged. So we are actually 1289 00:40:42,250 --> 00:40:43,820 seeing the number of hours 1290 00:40:43,820 --> 00:40:46,300 agents spend on cue increase 1291 00:40:46,440 --> 00:40:47,300 compared to what we saw 1292 00:40:47,300 --> 00:40:49,240 in the office. So this increased 1293 00:40:49,680 --> 00:40:51,200 availability coupled with the heightened 1294 00:40:51,200 --> 00:40:53,390 demand for life insurance as 1295 00:40:53,390 --> 00:40:55,170 well as our unique position 1296 00:40:55,170 --> 00:40:56,420 in the market means that 1297 00:40:56,770 --> 00:40:58,210 April's actually turned into one of 1298 00:40:58,210 --> 00:40:59,530 our strongest sales months in 1299 00:40:59,530 --> 00:41:04,910 recent history. Wow. We've heard 1300 00:41:04,910 --> 00:41:06,770 that from multiple organizations, that 1301 00:41:07,120 --> 00:41:09,570 productivity is actually just going 1302 00:41:09,570 --> 00:41:10,970 up consistently. And I was 1303 00:41:11,080 --> 00:41:11,470 just going to say, it's 1304 00:41:11,470 --> 00:41:14,040 funny that you said the 405 and the commute 1305 00:41:14,040 --> 00:41:15,430 because I'm in the 305, which 1306 00:41:15,430 --> 00:41:17,830 is Miami. And I would like to 1307 00:41:17,830 --> 00:41:18,750 say to the community out 1308 00:41:18,850 --> 00:41:19,670 here, down here in Miami 1309 00:41:19,670 --> 00:41:20,920 is probably a lot worse, 1310 00:41:20,920 --> 00:41:22,030 although right now it's been 1311 00:41:22,470 --> 00:41:24,610 pretty good. But now let 1312 00:41:24,610 --> 00:41:25,640 me ask you on the 1313 00:41:25,640 --> 00:41:27,500 flip side though. Sheila talked 1314 00:41:27,500 --> 00:41:29,490 about the strategies that organizations 1315 00:41:29,490 --> 00:41:31,270 are taking to optimize the 1316 00:41:31,270 --> 00:41:33,830 workplace environment in the current situation and 1317 00:41:33,830 --> 00:41:35,840 into the future. And she 1318 00:41:35,840 --> 00:41:37,510 also highlighted some things that 1319 00:41:37,510 --> 00:41:38,990 are really, really critical right 1320 00:41:38,990 --> 00:41:40,610 now. Things like mental and 1321 00:41:40,960 --> 00:41:43,770 physical health, activity programs. So 1322 00:41:43,770 --> 00:41:45,140 what's the impact that your 1323 00:41:45,140 --> 00:41:46,110 company has seen in your 1324 00:41:46,110 --> 00:41:48,150 employees from that perspective, particularly 1325 00:41:48,150 --> 00:41:49,910 agents, obviously agents and supervisors 1326 00:41:50,310 --> 00:41:52,030 in terms of wellness and what are some of the 1327 00:41:52,030 --> 00:41:54,500 actions that your organization is taking 1328 00:41:54,500 --> 00:41:56,580 or is considering in terms 1329 00:41:56,580 --> 00:42:00,740 of wellness? I really appreciate 1330 00:42:00,740 --> 00:42:01,850 Sheila speaking about that and 1331 00:42:01,850 --> 00:42:03,230 bringing it up because I 1332 00:42:03,230 --> 00:42:04,160 see this as a valid 1333 00:42:04,160 --> 00:42:06,580 concern. I was discussing with 1334 00:42:06,580 --> 00:42:07,520 some of my colleagues at 1335 00:42:07,520 --> 00:42:08,710 other companies just the other 1336 00:42:08,710 --> 00:42:10,500 day. And as a whole, 1337 00:42:10,700 --> 00:42:12,200 we are seeing increases in 1338 00:42:12,200 --> 00:42:14,040 potential burnout and depression due 1339 00:42:14,040 --> 00:42:15,450 to this blurred line between 1340 00:42:15,450 --> 00:42:17,900 work and home. So as 1341 00:42:17,900 --> 00:42:19,470 a leadership team at eFinancial, 1342 00:42:19,920 --> 00:42:21,050 we're getting ahead of this, 1343 00:42:21,340 --> 00:42:22,470 both our CEO and our 1344 00:42:22,470 --> 00:42:24,070 president have touched on this 1345 00:42:24,070 --> 00:42:25,450 in their company wide messaging. 1346 00:42:25,800 --> 00:42:26,930 And we're talking with our 1347 00:42:26,930 --> 00:42:28,110 managers to ensure that they're 1348 00:42:28,110 --> 00:42:29,140 looking out for the signs 1349 00:42:29,140 --> 00:42:31,230 of stress that's present or 1350 00:42:31,230 --> 00:42:32,320 could be present in their 1351 00:42:32,600 --> 00:42:34,740 employees. eFinancial is also a 1352 00:42:34,740 --> 00:42:36,210 really big believer in promoting 1353 00:42:36,400 --> 00:42:37,950 company culture and making a 1354 00:42:37,950 --> 00:42:39,480 positive work environment. And we 1355 00:42:39,480 --> 00:42:41,520 decided that working from is not going to 1356 00:42:41,520 --> 00:42:43,170 change that. Just last week 1357 00:42:43,170 --> 00:42:44,600 our eFly squad, that's our 1358 00:42:44,600 --> 00:42:46,050 culture team. They put together 1359 00:42:46,050 --> 00:42:47,330 a company wide scavenger hunt 1360 00:42:47,370 --> 00:42:49,100 designed to increase employee face 1361 00:42:49,100 --> 00:42:51,120 to face communication over in one environment. 1362 00:42:51,150 --> 00:42:53,290 And that was very successful 1363 00:42:53,290 --> 00:42:56,400 as well. Yeah. Sheila anything 1364 00:42:56,640 --> 00:42:57,930 that you would like to add on that topic? 1365 00:42:57,930 --> 00:42:58,750 I know that you're very 1366 00:42:58,750 --> 00:42:59,810 passionate about this and you 1367 00:42:59,810 --> 00:43:00,470 brought it up for a 1368 00:43:00,470 --> 00:43:02,410 reason, so any additional thoughts 1369 00:43:02,410 --> 00:43:04,880 on that? Yeah, the one 1370 00:43:04,920 --> 00:43:06,270 additional thing that I think 1371 00:43:06,270 --> 00:43:07,970 is important for agents in 1372 00:43:07,970 --> 00:43:09,640 this situation, and it also helps 1373 00:43:09,640 --> 00:43:12,140 customers is to re- look 1374 00:43:12,140 --> 00:43:14,450 at the empowerment of agents, 1375 00:43:14,850 --> 00:43:16,430 and what they're enabled to 1376 00:43:16,430 --> 00:43:18,300 do. So when you're sitting 1377 00:43:18,300 --> 00:43:19,770 in an office, you can 1378 00:43:19,770 --> 00:43:21,420 go to a supervisor, you 1379 00:43:21,420 --> 00:43:22,660 can put a call on 1380 00:43:22,660 --> 00:43:23,640 hold and try and get 1381 00:43:23,640 --> 00:43:25,860 a supervisor. It's not as 1382 00:43:25,860 --> 00:43:27,010 easy to do that when 1383 00:43:27,010 --> 00:43:28,830 you're working from home. So 1384 00:43:29,010 --> 00:43:31,980 if there are levels like 1385 00:43:31,980 --> 00:43:35,620 in a financial situation where 1386 00:43:35,930 --> 00:43:37,120 agents are empowered to go 1387 00:43:37,120 --> 00:43:37,960 to a certain level and 1388 00:43:37,960 --> 00:43:39,650 not beyond, maybe this is 1389 00:43:39,650 --> 00:43:40,900 a time to re- look 1390 00:43:40,900 --> 00:43:42,840 at those levels. If there 1391 00:43:42,840 --> 00:43:45,880 are the types of refunds 1392 00:43:46,100 --> 00:43:49,120 that are possible we may 1393 00:43:49,120 --> 00:43:49,970 want to re- look at 1394 00:43:49,970 --> 00:43:51,410 the level that an agent 1395 00:43:51,410 --> 00:43:53,330 is empowered to do that 1396 00:43:53,560 --> 00:43:55,660 because our customers are looking 1397 00:43:55,660 --> 00:43:58,010 for more empathy. Our agents 1398 00:43:58,010 --> 00:44:00,410 don't have the physical support 1399 00:44:00,410 --> 00:44:01,340 they've had in the past. 1400 00:44:01,430 --> 00:44:03,270 And I think it's another area where 1401 00:44:03,370 --> 00:44:05,310 we can make things smoother 1402 00:44:05,530 --> 00:44:07,130 by re- looking at our 1403 00:44:07,230 --> 00:44:11,210 guidelines. Yeah. Now, since we're 1404 00:44:11,210 --> 00:44:13,270 on this topic and thinking 1405 00:44:13,270 --> 00:44:15,250 also about the new normal 1406 00:44:15,290 --> 00:44:17,920 and what are the next 1407 00:44:17,920 --> 00:44:20,310 steps, what's next. Paul let 1408 00:44:20,310 --> 00:44:21,130 me just go back to 1409 00:44:21,130 --> 00:44:22,300 your first on this one. 1410 00:44:23,630 --> 00:44:24,970 So I know that you and 1411 00:44:25,270 --> 00:44:26,560 your organization are working on 1412 00:44:26,560 --> 00:44:28,300 a back to work plan. 1413 00:44:28,620 --> 00:44:29,530 Would you share with us 1414 00:44:29,590 --> 00:44:31,350 what that looks like? And 1415 00:44:31,350 --> 00:44:32,230 I also understand that you 1416 00:44:32,230 --> 00:44:33,660 were even considering implementing a 1417 00:44:33,660 --> 00:44:35,790 permanent working from home program 1418 00:44:35,790 --> 00:44:36,910 for some of your agents. If this 1419 00:44:37,530 --> 00:44:39,000 is correct would you share 1420 00:44:39,000 --> 00:44:39,610 a little bit more with 1421 00:44:39,610 --> 00:44:41,970 us on that? This is 1422 00:44:41,970 --> 00:44:44,370 correct. We are happily in 1423 00:44:44,370 --> 00:44:45,580 the process of creating our 1424 00:44:45,580 --> 00:44:46,820 back to work plans. That's 1425 00:44:47,010 --> 00:44:48,530 an exciting period for us 1426 00:44:48,530 --> 00:44:50,210 right now, and we're exploring 1427 00:44:50,210 --> 00:44:51,400 a lot of different options 1428 00:44:51,400 --> 00:44:52,530 such as what's it look 1429 00:44:52,530 --> 00:44:54,120 like to have full or half 1430 00:44:54,120 --> 00:44:57,730 remote offers? What about flexible hours 1431 00:44:58,010 --> 00:44:59,530 depending on role and tenure? 1432 00:44:59,970 --> 00:45:01,180 One silver lining to this 1433 00:45:01,180 --> 00:45:02,630 crisis is that we've learned 1434 00:45:02,630 --> 00:45:04,480 that offering greater flexibility won't 1435 00:45:04,480 --> 00:45:06,620 necessarily detract from our productivity. 1436 00:45:07,040 --> 00:45:08,250 And this can, and probably 1437 00:45:08,250 --> 00:45:09,300 will become a factor in 1438 00:45:09,300 --> 00:45:11,510 our recruiting efforts nationwide. It 1439 00:45:11,510 --> 00:45:12,610 allows us to become more 1440 00:45:12,610 --> 00:45:14,970 geographically agnostic for our agents, 1441 00:45:14,970 --> 00:45:16,330 for our operations staff, for 1442 00:45:16,330 --> 00:45:18,240 everybody, because we now know 1443 00:45:18,240 --> 00:45:19,350 that we have the capability to work 1444 00:45:19,900 --> 00:45:23,020 and produce from home. That's 1445 00:45:23,020 --> 00:45:24,660 a great point. And I think, like I said, 1446 00:45:24,660 --> 00:45:26,630 we're seeing this across the board, so 1447 00:45:26,630 --> 00:45:27,820 I would totally agree that 1448 00:45:27,970 --> 00:45:29,240 this is something that, to 1449 00:45:29,240 --> 00:45:30,360 your point that we thought 1450 00:45:30,360 --> 00:45:32,340 the productivity could be affected, 1451 00:45:32,340 --> 00:45:34,000 but reality is that it 1452 00:45:34,380 --> 00:45:36,570 is the opposite. Now Colin, 1453 00:45:37,190 --> 00:45:38,120 I wanted to also go 1454 00:45:38,120 --> 00:45:39,800 back to the perspective of 1455 00:45:39,800 --> 00:45:40,980 the business per se, right? 1456 00:45:40,980 --> 00:45:42,330 So you're in the retail 1457 00:45:42,330 --> 00:45:44,010 industry and we know that 1458 00:45:44,010 --> 00:45:46,140 eCommerce before this whole thing 1459 00:45:46,140 --> 00:45:47,690 happened eCommerce was already in 1460 00:45:47,690 --> 00:45:50,330 the path forward for the 1461 00:45:50,330 --> 00:45:51,520 retail industry. Right? And it's 1462 00:45:51,520 --> 00:45:52,620 rapidly increasing. And I think 1463 00:45:52,800 --> 00:45:54,600 that obviously this is across 1464 00:45:54,610 --> 00:45:56,130 the globe. But in this new 1465 00:45:56,130 --> 00:45:59,230 normal from your perspective, is 1466 00:45:59,230 --> 00:46:03,710 eCommerce becoming essential? What are 1467 00:46:03,710 --> 00:46:04,850 the key elements that will 1468 00:46:04,850 --> 00:46:06,720 be absolutely critical in succeeding 1469 00:46:06,720 --> 00:46:08,100 and even surviving in the 1470 00:46:08,100 --> 00:46:11,620 eCommerce world? Yeah, absolutely. I 1471 00:46:11,620 --> 00:46:13,430 think that eCommerce has been 1472 00:46:13,430 --> 00:46:14,410 around for quite some time, 1473 00:46:14,410 --> 00:46:15,570 but in the new normal, 1474 00:46:15,570 --> 00:46:16,390 you're going to have a 1475 00:46:16,390 --> 00:46:17,510 new normal of eCommerce as 1476 00:46:17,510 --> 00:46:19,060 well. You're going to have 1477 00:46:19,060 --> 00:46:19,870 to be stepping up your 1478 00:46:19,870 --> 00:46:20,750 service levels. You're going to 1479 00:46:20,750 --> 00:46:21,980 be having to step up 1480 00:46:21,980 --> 00:46:23,090 your context. And I think 1481 00:46:23,090 --> 00:46:23,900 we keep coming back to 1482 00:46:23,900 --> 00:46:26,920 this the consumer who's going 1483 00:46:26,920 --> 00:46:27,960 to be a scarce commodity 1484 00:46:27,960 --> 00:46:29,420 because of the economic climate. 1485 00:46:29,830 --> 00:46:30,940 And they're going to want you to 1486 00:46:30,940 --> 00:46:32,260 have context, and then we're going to want you 1487 00:46:32,260 --> 00:46:33,470 to understand who they are and what 1488 00:46:33,470 --> 00:46:34,560 they need to do or where 1489 00:46:35,390 --> 00:46:36,210 they need to be. So 1490 00:46:36,640 --> 00:46:38,580 we will be accelerating conversations 1491 00:46:38,580 --> 00:46:40,190 with Genesys around things like 1492 00:46:40,200 --> 00:46:43,280 Altocloud. And funny that we 1493 00:46:43,280 --> 00:46:44,160 were talking about bot as 1494 00:46:44,160 --> 00:46:45,230 well. So just making sure 1495 00:46:45,230 --> 00:46:46,610 that a bot is not 1496 00:46:46,610 --> 00:46:47,770 just about call deflection, but 1497 00:46:47,770 --> 00:46:49,350 it's also about being able 1498 00:46:49,350 --> 00:46:50,270 to give context to an 1499 00:46:50,270 --> 00:46:51,380 agents as to what the 1500 00:46:51,380 --> 00:46:52,770 customer journey is from an 1501 00:46:52,770 --> 00:46:55,130 eCommerce perspective. And then I 1502 00:46:55,130 --> 00:46:56,530 think more from the brick 1503 00:46:56,530 --> 00:46:58,530 and mortar perspective especially being 1504 00:46:58,530 --> 00:47:00,610 in fashion, retail, eCommerce and 1505 00:47:00,610 --> 00:47:02,650 the click and collect scenario, 1506 00:47:02,650 --> 00:47:04,480 especially with fashion. People will 1507 00:47:04,480 --> 00:47:05,330 want to come back and 1508 00:47:05,610 --> 00:47:06,720 come into store to collect, 1509 00:47:07,130 --> 00:47:08,620 to try on garments and 1510 00:47:08,620 --> 00:47:09,210 to have a touch and 1511 00:47:09,210 --> 00:47:12,110 feel of these things. So the 1512 00:47:12,110 --> 00:47:13,530 last mile of the eCommerce journey 1513 00:47:13,650 --> 00:47:14,700 is also quite important to 1514 00:47:14,700 --> 00:47:16,300 us where potentially there'll be 1515 00:47:16,300 --> 00:47:17,900 paying in store. Maybe they 1516 00:47:17,900 --> 00:47:18,850 don't want to be parting 1517 00:47:18,850 --> 00:47:20,430 away with cash anymore. They 1518 00:47:20,430 --> 00:47:22,240 might want to contact as payment methods 1519 00:47:22,480 --> 00:47:23,470 such as Apple Pay or 1520 00:47:23,520 --> 00:47:25,310 Samsung Pay or QR codes. 1521 00:47:25,940 --> 00:47:27,340 So the entire ecosystem around 1522 00:47:27,340 --> 00:47:29,330 eCommerce is going to shift, 1523 00:47:29,330 --> 00:47:30,870 but I do think that the fundamental 1524 00:47:30,870 --> 00:47:32,740 thread will be using things 1525 00:47:32,740 --> 00:47:34,300 like Altocloud to give you customer 1526 00:47:34,300 --> 00:47:35,410 context and help you drive 1527 00:47:35,410 --> 00:47:40,030 their sales numbers. Right. I 1528 00:47:40,030 --> 00:47:44,620 think what this tells us is that again, Sheila made this comment 1529 00:47:44,620 --> 00:47:46,340 at the very beginning. The new 1530 00:47:46,340 --> 00:47:48,240 normal based on what the 1531 00:47:48,240 --> 00:47:49,340 experience that we're going through 1532 00:47:49,340 --> 00:47:50,630 right now, as challenging as 1533 00:47:50,630 --> 00:47:51,670 it is, is also making us see things 1534 00:47:52,390 --> 00:47:53,450 in a very different way. 1535 00:47:53,450 --> 00:47:55,400 So, Sheila, I'm going to ask 1536 00:47:55,400 --> 00:47:56,730 you the million dollar question, 1537 00:47:56,950 --> 00:47:59,670 right. How will contact centers 1538 00:47:59,780 --> 00:48:01,760 become more essential in this 1539 00:48:02,010 --> 00:48:03,830 new normal from your perspective? 1540 00:48:05,200 --> 00:48:07,620 So if you would bring 1541 00:48:07,620 --> 00:48:10,810 up my last slide. No, 1542 00:48:11,220 --> 00:48:12,480 we'll bring that up in 1543 00:48:12,480 --> 00:48:14,280 a second. Nevermind. Okay. So 1544 00:48:14,280 --> 00:48:15,370 new normal, what does it 1545 00:48:15,370 --> 00:48:16,640 look like? And I'd like 1546 00:48:16,640 --> 00:48:17,660 to talk about it from 1547 00:48:17,660 --> 00:48:19,460 two perspectives. Let's first talk about 1548 00:48:19,670 --> 00:48:21,540 the agent perspective and Colin 1549 00:48:21,540 --> 00:48:23,380 and Paul have already started 1550 00:48:23,480 --> 00:48:25,660 talking about this. But I 1551 00:48:25,660 --> 00:48:27,560 think it goes even further 1552 00:48:27,560 --> 00:48:28,370 than we're going to be 1553 00:48:28,370 --> 00:48:29,860 able to have more work 1554 00:48:29,860 --> 00:48:31,280 from home agents because we 1555 00:48:31,390 --> 00:48:33,260 proved the case now, right? 1556 00:48:33,550 --> 00:48:34,970 The technology has always been there 1557 00:48:34,970 --> 00:48:36,430 to do it, but there's been 1558 00:48:36,450 --> 00:48:38,700 some reticence on the part 1559 00:48:38,700 --> 00:48:40,920 of companies sometimes. I think 1560 00:48:40,920 --> 00:48:42,370 it also now begins to 1561 00:48:42,370 --> 00:48:45,440 impact our hiring guidelines in 1562 00:48:45,440 --> 00:48:47,260 a positive way. So one 1563 00:48:47,260 --> 00:48:48,040 of the things we'll look 1564 00:48:48,040 --> 00:48:50,040 for is someone who does 1565 00:48:50,040 --> 00:48:51,410 have an environment at home 1566 00:48:51,550 --> 00:48:52,830 that will allow them to 1567 00:48:52,830 --> 00:48:55,670 work from home. We also 1568 00:48:55,670 --> 00:48:57,110 want to be able to 1569 00:48:57,750 --> 00:49:00,060 now give much more flexible 1570 00:49:00,060 --> 00:49:01,630 schedules than perhaps we were 1571 00:49:01,630 --> 00:49:02,810 able to offer in the 1572 00:49:02,810 --> 00:49:04,270 past. So it could be 1573 00:49:04,270 --> 00:49:05,430 that somebody wanted to work 1574 00:49:05,430 --> 00:49:07,140 for you, but they couldn't 1575 00:49:07,140 --> 00:49:09,160 work 9: 00 to 5: 1576 00:49:09,160 --> 00:49:11,610 00 or the 2:00 to 10: 00 1577 00:49:11,610 --> 00:49:13,480 shifts that you wanted. And 1578 00:49:13,480 --> 00:49:14,830 now if you enable that 1579 00:49:14,830 --> 00:49:15,820 as a work from home, 1580 00:49:15,960 --> 00:49:17,860 suddenly it opens up the 1581 00:49:17,860 --> 00:49:19,500 possibilities to a workforce that 1582 00:49:19,500 --> 00:49:20,370 may not have been able 1583 00:49:20,370 --> 00:49:21,150 to work with you in 1584 00:49:21,150 --> 00:49:22,760 the past. Right? So I 1585 00:49:22,760 --> 00:49:24,890 think this is a very positive 1586 00:49:24,890 --> 00:49:27,500 changes for agents and for 1587 00:49:27,620 --> 00:49:30,410 retention of workforce and finding 1588 00:49:30,440 --> 00:49:32,260 new talent that come out 1589 00:49:32,300 --> 00:49:34,100 of this and that become 1590 00:49:34,260 --> 00:49:37,330 the new normal. And then 1591 00:49:37,900 --> 00:49:40,200 Colin and Paul both mentioned 1592 00:49:40,200 --> 00:49:43,050 this and artificial intelligence I 1593 00:49:43,050 --> 00:49:45,600 think comes out of this 1594 00:49:45,600 --> 00:49:48,100 initial pandemic smelling like a 1595 00:49:48,100 --> 00:49:49,390 rose. Let's put it that 1596 00:49:49,450 --> 00:49:51,460 way. If we could say 1597 00:49:51,460 --> 00:49:58,470 that invention that... I've lost 1598 00:49:58,470 --> 00:49:59,810 my train of thought. Invention or 1599 00:49:59,810 --> 00:50:03,590 whatever. I think we're going 1600 00:50:03,590 --> 00:50:06,530 to have more innovation come 1601 00:50:06,530 --> 00:50:09,810 forward into our general everyday 1602 00:50:09,880 --> 00:50:12,740 operations, much more quickly than 1603 00:50:12,740 --> 00:50:13,870 we thought that we would 1604 00:50:13,870 --> 00:50:16,140 have. And I think the 1605 00:50:16,140 --> 00:50:18,700 reason is that think about 1606 00:50:18,700 --> 00:50:21,560 those States that are suddenly 1607 00:50:21,560 --> 00:50:22,690 using a bot on their 1608 00:50:22,690 --> 00:50:24,330 website. And if you would 1609 00:50:24,350 --> 00:50:25,570 ask them three months ago 1610 00:50:25,570 --> 00:50:27,810 about using artificial intelligence, they 1611 00:50:27,810 --> 00:50:28,520 would have looked at you 1612 00:50:28,520 --> 00:50:30,010 like you were crazy, but 1613 00:50:30,010 --> 00:50:31,300 they needed to do it 1614 00:50:31,830 --> 00:50:34,150 to necessity. It's not just 1615 00:50:34,150 --> 00:50:35,440 the mother of invention. It's 1616 00:50:35,440 --> 00:50:37,190 the mother of innovation. That 1617 00:50:37,190 --> 00:50:37,980 was the phrase that I 1618 00:50:37,980 --> 00:50:40,750 wanted to use. Right. I 1619 00:50:40,750 --> 00:50:42,180 think what we're finding here 1620 00:50:42,180 --> 00:50:43,930 is that companies are looking 1621 00:50:43,930 --> 00:50:45,240 back at some of those 1622 00:50:45,240 --> 00:50:47,990 artificial intelligence solutions and products 1623 00:50:48,320 --> 00:50:50,220 like was discussed here. Well, 1624 00:50:50,220 --> 00:50:52,220 we thought about Altocloud, but 1625 00:50:52,860 --> 00:50:54,440 this wasn't the time or 1626 00:50:54,440 --> 00:50:56,500 it wasn't the highest priority. 1627 00:50:56,900 --> 00:50:58,070 And suddenly we say, wait 1628 00:50:58,070 --> 00:50:59,440 a minute, in this new 1629 00:50:59,440 --> 00:51:01,270 normal things that were out 1630 00:51:01,270 --> 00:51:02,720 there are now going to 1631 00:51:02,720 --> 00:51:04,910 become part of everyday life. 1632 00:51:05,630 --> 00:51:06,530 So I think those two 1633 00:51:06,530 --> 00:51:08,250 things from a technology point 1634 00:51:08,250 --> 00:51:09,650 of view, I think artificial 1635 00:51:09,650 --> 00:51:11,860 intelligence is going to see a 1636 00:51:11,860 --> 00:51:14,210 bump in adoption. We're going 1637 00:51:14,300 --> 00:51:15,540 to see that move from 1638 00:51:15,730 --> 00:51:18,060 proof of concept to roll 1639 00:51:18,060 --> 00:51:20,630 out happen much more quickly 1640 00:51:20,740 --> 00:51:22,530 than we would've expected three 1641 00:51:22,530 --> 00:51:23,900 months ago. And I think 1642 00:51:23,900 --> 00:51:25,070 we have an opportunity to 1643 00:51:25,070 --> 00:51:27,450 revisit how we hire, how 1644 00:51:27,450 --> 00:51:29,600 we train, and the kind 1645 00:51:29,600 --> 00:51:31,490 of shifts we offer with 1646 00:51:31,490 --> 00:51:34,140 that kind of agent workforce 1647 00:51:34,140 --> 00:51:36,090 flexibility that agents have been looking 1648 00:51:36,090 --> 00:51:37,440 for. I think we're closer 1649 00:51:37,440 --> 00:51:40,900 now to understanding that notion 1650 00:51:40,900 --> 00:51:43,020 of a gig agent, we 1651 00:51:43,020 --> 00:51:44,380 can supply that inside our 1652 00:51:44,380 --> 00:51:45,940 contact center. And we didn't 1653 00:51:45,940 --> 00:51:48,550 realize that we could. Yeah, 1654 00:51:49,030 --> 00:51:50,350 I love that AI is 1655 00:51:50,350 --> 00:51:51,210 going to be smelling like 1656 00:51:51,210 --> 00:51:52,290 a rose, I think that 1657 00:51:52,290 --> 00:51:54,560 that's a quote that has been for the 1658 00:51:54,560 --> 00:51:56,680 posterity. But just a quick 1659 00:51:56,850 --> 00:51:58,610 clarification for those in the audience that 1660 00:51:58,690 --> 00:51:59,370 may not be familiar with Altocloud. That's 1661 00:52:00,080 --> 00:52:02,060 a pretty good engagement solution 1662 00:52:02,060 --> 00:52:03,610 that we have at Genesys really 1663 00:52:03,610 --> 00:52:04,760 allows you to understand the 1664 00:52:04,760 --> 00:52:06,190 intent of the customer. And then 1665 00:52:07,110 --> 00:52:08,700 determine what's the right resource 1666 00:52:09,640 --> 00:52:10,900 to serve that need at 1667 00:52:10,900 --> 00:52:12,700 that point. Which again speaks 1668 00:52:12,700 --> 00:52:15,300 about how artificial intelligence can 1669 00:52:15,300 --> 00:52:17,500 truly be part of our 1670 00:52:17,500 --> 00:52:19,340 empathy in terms of the customer 1671 00:52:19,340 --> 00:52:22,580 experience strategy. Now, coming to 1672 00:52:23,200 --> 00:52:24,080 the time and so I 1673 00:52:24,080 --> 00:52:25,550 would like to maybe starting 1674 00:52:25,550 --> 00:52:27,510 with Paul and Colin. Each 1675 00:52:27,510 --> 00:52:30,530 of you would please share 1676 00:52:31,110 --> 00:52:33,410 given all this situation, what's 1677 00:52:33,410 --> 00:52:35,410 the biggest lesson learned during 1678 00:52:35,410 --> 00:52:37,240 this unprecedented time? Paul, I'll 1679 00:52:37,240 --> 00:52:41,560 start with you. Sure. I 1680 00:52:41,560 --> 00:52:43,130 guess this current crisis has 1681 00:52:43,130 --> 00:52:45,770 really reinforced my existing belief 1682 00:52:45,770 --> 00:52:46,910 in the importance of cloud 1683 00:52:46,910 --> 00:52:49,710 services and distributed platforms. Had 1684 00:52:49,710 --> 00:52:51,060 we not made that strategic 1685 00:52:51,060 --> 00:52:52,080 decision to move to the 1686 00:52:52,080 --> 00:52:53,620 cloud when we did the 1687 00:52:53,620 --> 00:52:54,830 outcome right now will look 1688 00:52:54,850 --> 00:52:56,350 very different for eFinancial as 1689 00:52:56,350 --> 00:52:58,380 a company. As Sheila discussed, 1690 00:52:58,380 --> 00:52:59,220 I think that we're going 1691 00:52:59,220 --> 00:53:02,090 to see increased prioritization in 1692 00:53:02,090 --> 00:53:04,210 cloud computing and cloud services 1693 00:53:04,210 --> 00:53:05,570 post- COVID. So that would probably be 1694 00:53:05,570 --> 00:53:08,670 my biggest takeaway. Thank you Paul. Colin your biggest lesson learned? 1695 00:53:12,900 --> 00:53:14,430 Yeah, I absolutely agree with 1696 00:53:14,430 --> 00:53:15,230 Paul. I think we've been 1697 00:53:15,230 --> 00:53:16,130 talking about a route to 1698 00:53:16,130 --> 00:53:17,170 cloud for quite some time, 1699 00:53:17,360 --> 00:53:18,480 and I think a lot 1700 00:53:18,480 --> 00:53:20,840 of companies and the CEO's 1701 00:53:20,840 --> 00:53:22,440 will be accelerating those discussions. 1702 00:53:22,440 --> 00:53:24,380 But I think the biggest 1703 00:53:24,400 --> 00:53:26,090 learning so far is make 1704 00:53:26,090 --> 00:53:26,750 sure that you've got the 1705 00:53:26,750 --> 00:53:28,990 tools to communicate as effectively 1706 00:53:28,990 --> 00:53:30,430 as you can, both with your 1707 00:53:30,430 --> 00:53:31,590 customers, but also with your 1708 00:53:31,590 --> 00:53:34,290 employees. It's just so critical 1709 00:53:34,290 --> 00:53:35,170 at this time that people 1710 00:53:35,170 --> 00:53:36,750 know that you're there. They 1711 00:53:36,750 --> 00:53:37,480 can reach out on the 1712 00:53:37,480 --> 00:53:39,610 channel of their choice and 1713 00:53:39,610 --> 00:53:42,050 make sure that that communication is frictionless 1714 00:53:42,050 --> 00:53:43,960 and their processes frictionless. So 1715 00:53:43,960 --> 00:53:45,520 definitely looking to, again, bringing 1716 00:53:45,520 --> 00:53:47,260 those communication mechanisms into one 1717 00:53:47,570 --> 00:53:48,720 spot and then making sure that 1718 00:53:48,720 --> 00:53:50,050 you've got the flexibility of 1719 00:53:50,050 --> 00:53:52,240 things like cloud payments to 1720 00:53:52,240 --> 00:53:54,220 really engage and capitalize on 1721 00:53:54,580 --> 00:53:55,710 some of these opportunities that 1722 00:53:56,070 --> 00:53:57,090 this type of pandemic can 1723 00:53:57,090 --> 00:54:01,020 present. Thank you Colin. And 1724 00:54:01,020 --> 00:54:02,130 Sheila going to you. Would 1725 00:54:02,130 --> 00:54:03,340 you share your final thoughts 1726 00:54:03,340 --> 00:54:04,660 on the new normal and 1727 00:54:04,660 --> 00:54:08,670 redefining business continually? And now 1728 00:54:08,670 --> 00:54:09,540 you can bring up my 1729 00:54:09,540 --> 00:54:11,600 final slide Barbara if you 1730 00:54:11,600 --> 00:54:15,280 would. Thank you. So this 1731 00:54:15,280 --> 00:54:17,490 slide is a picture of 1732 00:54:17,490 --> 00:54:18,810 Andy Jassy, who is the 1733 00:54:18,810 --> 00:54:21,900 CEO of AWS. And it 1734 00:54:21,900 --> 00:54:24,570 was the notes there are 1735 00:54:24,570 --> 00:54:26,770 taken from his keynote speech 1736 00:54:27,050 --> 00:54:29,160 at The Reinvent Conference in 1737 00:54:29,160 --> 00:54:31,040 November. And so he's a 1738 00:54:31,040 --> 00:54:33,600 pretty prescient guy. He has 1739 00:54:33,600 --> 00:54:34,410 a notion of where the 1740 00:54:34,410 --> 00:54:35,860 world is going and even 1741 00:54:35,860 --> 00:54:37,700 not knowing that there was 1742 00:54:37,760 --> 00:54:40,180 a pandemic coming. He understood 1743 00:54:40,180 --> 00:54:40,880 that the way that the 1744 00:54:40,880 --> 00:54:42,000 world was going, maybe it's 1745 00:54:42,000 --> 00:54:43,500 going to go there more 1746 00:54:43,500 --> 00:54:45,340 quickly now, but what he 1747 00:54:45,340 --> 00:54:46,920 said and really rang true 1748 00:54:46,920 --> 00:54:49,380 for me was companies today, 1749 00:54:49,940 --> 00:54:51,120 or either born in the 1750 00:54:51,120 --> 00:54:55,930 cloud, companies like Netflix and 1751 00:54:56,270 --> 00:55:00,660 Airbnb and Uber. Or they 1752 00:55:00,660 --> 00:55:02,480 need to be reborn in 1753 00:55:02,480 --> 00:55:03,850 the cloud. And if we 1754 00:55:03,850 --> 00:55:06,250 think about eFinance if we think about 1755 00:55:06,560 --> 00:55:09,500 Mr Price, they are re- 1756 00:55:09,500 --> 00:55:11,610 building their businesses in the 1757 00:55:11,610 --> 00:55:13,620 cloud. They're taking their contact 1758 00:55:13,620 --> 00:55:15,370 center agents and moving them 1759 00:55:15,370 --> 00:55:17,440 to cloud based solutions. They're 1760 00:55:17,440 --> 00:55:19,960 thinking about digital kinds of 1761 00:55:19,960 --> 00:55:21,670 interactions and making those available 1762 00:55:21,670 --> 00:55:23,330 to their customers. Because in order 1763 00:55:23,330 --> 00:55:25,430 to compete with those born 1764 00:55:25,430 --> 00:55:26,890 in the cloud companies, they 1765 00:55:26,890 --> 00:55:29,640 have to rebuild themselves in 1766 00:55:29,640 --> 00:55:32,100 the cloud. Another thing that 1767 00:55:32,100 --> 00:55:33,110 Andy said that I think 1768 00:55:33,330 --> 00:55:35,030 is also so relevant and 1769 00:55:35,030 --> 00:55:37,620 really rang true, knowing what 1770 00:55:37,620 --> 00:55:39,410 Genesys is now doing is 1771 00:55:39,410 --> 00:55:41,410 the notion that a multi- cloud 1772 00:55:41,690 --> 00:55:43,830 is a legitimate conversation. So 1773 00:55:43,830 --> 00:55:45,090 what does that mean? So 1774 00:55:45,090 --> 00:55:46,760 Andy clearly is in charge 1775 00:55:46,760 --> 00:55:48,500 of the public cloud that 1776 00:55:48,500 --> 00:55:49,750 Genesys cloud is built on 1777 00:55:50,350 --> 00:55:53,070 AWS, but not every company 1778 00:55:53,070 --> 00:55:55,600 and every business is necessarily 1779 00:55:55,600 --> 00:55:57,080 going to want all of 1780 00:55:57,080 --> 00:55:58,540 their computing coming out of 1781 00:55:58,980 --> 00:56:00,440 AWS. There are others who are going to 1782 00:56:00,840 --> 00:56:03,070 want choices from Microsoft Azure 1783 00:56:03,690 --> 00:56:05,210 or choices of their own 1784 00:56:05,230 --> 00:56:09,220 IBM cloud or other clouds. 1785 00:56:09,480 --> 00:56:10,760 And so Genesys is now 1786 00:56:10,760 --> 00:56:12,670 working and the team that 1787 00:56:12,670 --> 00:56:14,790 Barry O'Sullivan heads on how 1788 00:56:14,790 --> 00:56:17,460 do we make the best 1789 00:56:17,460 --> 00:56:19,460 of Genesys available, the best 1790 00:56:19,460 --> 00:56:21,950 innovation of Genesys cloud available 1791 00:56:21,950 --> 00:56:24,250 in a multi- cloud scenario 1792 00:56:24,450 --> 00:56:26,080 for those customers. And so, 1793 00:56:26,320 --> 00:56:27,340 to me, it was very 1794 00:56:27,760 --> 00:56:31,590 refreshing to hear, Jassy say, 1795 00:56:31,590 --> 00:56:33,910 I recognize that. I think 1796 00:56:33,910 --> 00:56:34,740 I'll still be a big 1797 00:56:34,740 --> 00:56:36,310 part of the world. I 1798 00:56:36,310 --> 00:56:37,240 still think a lot of 1799 00:56:37,240 --> 00:56:38,340 customers are going to want 1800 00:56:38,340 --> 00:56:40,330 to use my services, but 1801 00:56:40,330 --> 00:56:41,770 I'm going to build bridges 1802 00:56:41,930 --> 00:56:43,370 to those other public clouds. 1803 00:56:44,460 --> 00:56:46,460 And then finally he made 1804 00:56:46,460 --> 00:56:48,330 a very strong statement that 1805 00:56:48,520 --> 00:56:52,570 data is the new currency 1806 00:56:52,920 --> 00:56:55,320 of business. And I think 1807 00:56:55,600 --> 00:56:57,100 the conversations that we had 1808 00:56:57,100 --> 00:57:01,930 today around personalization, about empowering 1809 00:57:01,930 --> 00:57:04,210 agents is all about getting 1810 00:57:04,210 --> 00:57:06,550 the right data to agents 1811 00:57:06,890 --> 00:57:08,590 and having that data to 1812 00:57:08,590 --> 00:57:11,240 be able to process that 1813 00:57:11,240 --> 00:57:12,920 data and make the decisions 1814 00:57:12,920 --> 00:57:15,110 about it available to agents 1815 00:57:15,170 --> 00:57:17,410 like predictive engagement can do 1816 00:57:17,590 --> 00:57:19,760 and help the agent understand 1817 00:57:20,200 --> 00:57:21,320 the best way to serve 1818 00:57:21,320 --> 00:57:24,330 a customer. That's part of 1819 00:57:24,330 --> 00:57:25,420 this new normal as we 1820 00:57:25,420 --> 00:57:27,350 go forward. So I think 1821 00:57:27,350 --> 00:57:28,160 Jesse was prescient but I 1822 00:57:28,160 --> 00:57:29,870 think the points he made 1823 00:57:29,870 --> 00:57:31,370 are legitimate points as we 1824 00:57:31,370 --> 00:57:33,790 think about that next phase 1825 00:57:34,110 --> 00:57:35,640 of business life, post- COVID. 1826 00:57:37,990 --> 00:57:40,340 Thank you so much. Thank 1827 00:57:40,340 --> 00:57:41,580 you Barbara. Thank you. I 1828 00:57:41,580 --> 00:57:43,020 just want to finish by 1829 00:57:43,020 --> 00:57:45,070 saying, first of all, thank 1830 00:57:45,070 --> 00:57:46,520 you so much, Sheila, Paul, 1831 00:57:46,520 --> 00:57:48,410 Colin For sharing your thoughts 1832 00:57:48,410 --> 00:57:53,170 and just your experience with 1833 00:57:53,170 --> 00:57:54,670 this. With all of us to me 1834 00:57:54,900 --> 00:57:56,850 it was a fantastic conversation. 1835 00:57:56,850 --> 00:57:58,410 I hope that the audience 1836 00:57:58,620 --> 00:58:00,270 feels the same way. We 1837 00:58:00,270 --> 00:58:01,500 definitely are at a time, and I 1838 00:58:01,500 --> 00:58:02,770 don't want to keep our 1839 00:58:02,770 --> 00:58:04,380 audience much longer. I'll leave 1840 00:58:04,380 --> 00:58:05,620 you with just this slide, 1841 00:58:05,620 --> 00:58:06,810 which shows what Genesys is 1842 00:58:06,880 --> 00:58:08,730 doing for our customers and 1843 00:58:08,730 --> 00:58:10,380 non- Genesys customers as well 1844 00:58:10,630 --> 00:58:11,960 in terms of supporting you 1845 00:58:12,000 --> 00:58:14,100 for the handling increased demand, 1846 00:58:14,220 --> 00:58:16,610 and also a transition for 1847 00:58:16,610 --> 00:58:17,520 your agents to work from 1848 00:58:17,520 --> 00:58:19,620 home. This is all in our website. 1849 00:58:19,620 --> 00:58:20,600 You can also reach out 1850 00:58:20,600 --> 00:58:22,040 to your Genesys representative to 1851 00:58:22,040 --> 00:58:24,160 understand better how this program 1852 00:58:24,160 --> 00:58:25,840 works. And I'll hand it 1853 00:58:25,840 --> 00:58:26,970 back to you, Josh, to 1854 00:58:26,970 --> 00:58:27,940 wrap us up. Thank you 1855 00:58:27,940 --> 00:58:32,940 so much. Thanks guys. So 1856 00:58:32,940 --> 00:58:34,680 as she mentioned, unfortunately, we 1857 00:58:34,680 --> 00:58:35,450 are at a time. I 1858 00:58:35,450 --> 00:58:36,350 definitely feel like we could 1859 00:58:36,350 --> 00:58:37,990 have continued this conversation for 1860 00:58:37,990 --> 00:58:40,810 another hour. But as we 1861 00:58:40,810 --> 00:58:42,340 wrap up today, we are 1862 00:58:42,340 --> 00:58:44,360 going to first mention that 1863 00:58:44,360 --> 00:58:45,230 you have a list of 1864 00:58:45,230 --> 00:58:46,670 resources in the resource center 1865 00:58:46,670 --> 00:58:47,870 below your Q& A window. 1866 00:58:47,870 --> 00:58:48,610 Be sure to click on 1867 00:58:48,610 --> 00:58:50,430 those before today's session ends, 1868 00:58:50,430 --> 00:58:51,850 that will give you additional 1869 00:58:51,850 --> 00:58:53,270 information based on the topic 1870 00:58:53,270 --> 00:58:54,540 that we talked about today. 1871 00:58:56,230 --> 00:58:57,970 Also don't forget, you will 1872 00:58:57,970 --> 00:58:59,330 receive an on demand recording 1873 00:58:59,330 --> 00:59:01,160 via email from ON24. So 1874 00:59:01,160 --> 00:59:02,160 if you missed anything during 1875 00:59:02,160 --> 00:59:03,810 the presentation, have any issues, 1876 00:59:03,810 --> 00:59:05,070 you will receive that recording 1877 00:59:05,150 --> 00:59:06,220 within the next few business 1878 00:59:06,220 --> 00:59:07,610 days. And you can actually 1879 00:59:07,610 --> 00:59:08,320 take a look at this 1880 00:59:08,320 --> 00:59:10,270 recording with full playback capabilities. 1881 00:59:12,180 --> 00:59:13,380 So with that on behalf 1882 00:59:13,380 --> 00:59:15,880 of Sheila, Barbara, Colin, and Paul, 1883 00:59:15,950 --> 00:59:16,950 as well as the entire 1884 00:59:16,950 --> 00:59:18,410 Genesys team, we thank you 1885 00:59:18,410 --> 00:59:20,070 again for joining today's webcast, 1886 00:59:20,280 --> 00:59:22,210 The New Normal Redefining Business 1887 00:59:22,210 --> 00:59:24,300 Continuity. Until next time have 1888 00:59:24,300 --> 00:59:25,080 a good one everyone. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING NOW!" cta_button="WATCH NOW" cms_hold="RG" cid_id="7011T000001Id8AQAS"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd - South Africa Paul Bourdeaux Vice President, IT eFinancial [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Citizens want to quickly access and trust the information they receive from government agencies, in both times of emergency and tranquility. The Cloud gives agencies the technology tools they need to consistently deliver the right message, to the right person, at the right time, and that successful, secure delivery goes a long way to improving citizen trust. During this OnDemand fireside chat, government and industry experts share how to enhance communication and improve citizen trust. Specifically, you’ll explore: How a secure cloud solution can make a positive impact on citizen trust in government. The biggest barriers facing agencies looking to deliver accurate and timely information to citizens. How successful agencies have implemented reliable cloud solutions for their citizen services. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7yzQAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Barbara Morton Deputy Chief, Veteran’s Experience Office Veterans Affairs Department CX Heroes 5 habits of successful contact center managers and agents Featuring MyBudget, Australia [cutoff co_thick="2px"][webinarschedulesingle]MyBudget has helped more than 100,000 Australians get on the path to financial success. It can be difficult, emotional work—with counseling services and financial literacy tactics laid bare for the people who are struggling the hardest to make ends meet but still failing. Some clients call almost daily for advice. And the customer service reps on the other end of the line develop close relationships with customers. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Measure customer service/NPS for success Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7010d000001GcGFAA0"] Meet the Speakers Nicole Martin Customer Service Representative MyBudget, Australia Mari Yamaguchi CX Manager Genesys AppFoundry Webinar Monitoring remote agents for engagement, performance and insights [cutoff co_thick="2px"][webinarschedule]As the impact of COVID-19 continues, businesses struggle to monitor agent performance and well-being, and to ensure productivity of their remote agent employees. Learn how the AI-powered Call Journey voice analytics engine allows you to assess your agents’ “engagement health” in every customer interaction and ensure productivity and quality performance. We are committed to providing you with tools and resources to help you navigate these challenges.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001krP1QAI"] Meet the Speakers Brett Marsh Vice President for Sales - North America Call Journey Demo Webinar [this_page_title] Engage prospects in real-time, at the right time, with call center software powered by AI and machine learning. [cutoff co_thick="2px"][webinarschedulesingle]Boost conversion rates by giving your digital sales and marketing teams real-time insight into website behavior. Streamline the customer experience with advanced automation and improved self-service options. Genesys uses the power of artificial intelligence (AI) and machine learning to: Enable customer self-service for common tasks with online FAQ’s and chatbots Track customer journeys and observe behaviors so agents can engage at the right time Identify when and why prospects leave to reduce abandon rates and optimize successful conversions Increase revenue by offering proactive, targeted discounts to move prospects through to purchase Check out the Genesys Cloud demo to learn how advanced AI tools can help your company optimize customer experience. [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001krLEQAY"] Meet the Speaker Kenny Saalman Associate Strategic Sales Consultant Genesys Webinar Bytes [Webinar Bytes] 5 ways to improve customer service and personalization We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTA3NiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0Q1Nzg1JTI2bW9tZW50SWRzJTNENTU1MSUyNm1vbWVudElkcyUzRDU1NTIlMjZtb21lbnRJZHMlM0Q1NTU1JTI2bW9tZW50SWRzJTNENTU1NiUyNm1vbWVudElkcyUzRDU1NTclMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFHarambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa. In these CX Heroes webinar bytes, you will learn how to establish skills every agent should have, handle difficult customers with finesse, recognize and reward agents, and more. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,140 Neli, could you take a 2 00:00:01,140 --> 00:00:02,280 few minutes and just tell 3 00:00:02,280 --> 00:00:03,220 us a little bit about Harambee 4 00:00:03,830 --> 00:00:04,800 and what you guys all 5 00:00:04,800 --> 00:00:05,860 do there in your wonderful 6 00:00:05,860 --> 00:00:10,840 program? Okay. So Harambee is 7 00:00:10,840 --> 00:00:12,630 a not- for- profit social 8 00:00:12,630 --> 00:00:14,970 organization that aim to solve 9 00:00:14,970 --> 00:00:16,790 the unemployment challenges of South 10 00:00:16,790 --> 00:00:19,220 African youth. We partner with 11 00:00:19,230 --> 00:00:21,850 businesses, government, young people, and 12 00:00:21,850 --> 00:00:23,790 other organization committed to solving 13 00:00:23,790 --> 00:00:26,250 the unemployment epidemic. Our unique system 14 00:00:26,690 --> 00:00:28,940 is unlike traditional employment organization 15 00:00:28,940 --> 00:00:30,420 that you would find anywhere. 16 00:00:30,760 --> 00:00:32,730 We really rely on our 17 00:00:32,730 --> 00:00:34,710 contact center advisors like Thapelo 18 00:00:35,340 --> 00:00:37,580 to ask detailed questions and 19 00:00:37,580 --> 00:00:39,360 have genuine conversation with our 20 00:00:39,360 --> 00:00:40,600 work seekers. So that is 21 00:00:40,600 --> 00:00:43,560 what really makes Harambee different 22 00:00:43,560 --> 00:00:45,780 from other organizations. And my 23 00:00:45,780 --> 00:00:47,770 role, I am a contact 24 00:00:47,770 --> 00:00:48,640 center manager. [this_page_title] [cutoff co_thick="2px"]The contact center is where artificial intelligence will have perhaps the greatest impact on organizations in the next decade. It will reshape traditional IVRs with natural language processing, machine learning, and robotic process automation. But it’s not just about the technology; it’s about what you can do with it to solve customer problems. Watch the on-demand webinar with experts from Nuance, Genesys, LogMeIn, and Directly, where we’ll discuss these topics: How AI supports the customer journey, including analytics and predictive recommendations How AI can work behind the scenes to help employees deliver better customer experiences Best practices for cost-effectively increasing agent efficiency and customer satisfaction The best way to deploy AI for support teams to deliver greater employee satisfaction and retention How working with AI and bots is not exactly what you think it is Best practices for setting up successful virtual assistants The critical infrastructure needed for successful AI implementations [mktoform ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t8HNQAY"] CX Heroes 5 ways to improve customer service and personalization Featuring Harambee, South Africa [cutoff co_thick="2px"][webinarschedulesingle]Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Get personalization right for your customers Harambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa.[cutoff co_thick="2px"]1 00:00:10,520 --> 00:00:11,590 Thank you for joining us 2 00:00:11,590 --> 00:00:12,870 today for the CX Heroes 3 00:00:12,870 --> 00:00:15,150 webinar series. Today, we're going 4 00:00:15,150 --> 00:00:16,230 to highlight the five ways 5 00:00:16,230 --> 00:00:18,080 to improve customer service and 6 00:00:18,360 --> 00:00:19,660 personalization and how to get 7 00:00:19,660 --> 00:00:22,080 personalization right. Many companies are 8 00:00:22,080 --> 00:00:23,650 getting it wrong and we're 9 00:00:23,650 --> 00:00:24,410 going to go over some 10 00:00:24,410 --> 00:00:26,940 best practices on how to 11 00:00:26,940 --> 00:00:28,350 actually make the customer be 12 00:00:28,350 --> 00:00:29,520 the focus of everything you 13 00:00:29,520 --> 00:00:31,040 do and feel like they're 14 00:00:31,040 --> 00:00:31,990 the only customer in the 15 00:00:31,990 --> 00:00:34,680 world. Today, I am so lucky 16 00:00:35,140 --> 00:00:38,620 to have Neli and Thapelo from 17 00:00:38,620 --> 00:00:40,510 Harambee. Thapelo was recognized as 18 00:00:40,510 --> 00:00:42,250 a CX Hero by Genesys 19 00:00:42,250 --> 00:00:44,230 and joined us on stage 20 00:00:44,230 --> 00:00:46,170 in Amsterdam at G- Summit. 21 00:00:46,560 --> 00:00:47,580 Thank you both so much 22 00:00:47,580 --> 00:00:49,670 for joining us today. Thank 23 00:00:50,230 --> 00:00:53,250 you, Jill for having us. Neli, 24 00:00:53,730 --> 00:00:54,590 could you take a few 25 00:00:54,590 --> 00:00:55,680 minutes and just tell us 26 00:00:55,680 --> 00:00:57,250 a little bit about Harambee and 27 00:00:57,250 --> 00:00:58,210 what you guys all do 28 00:00:58,210 --> 00:00:59,730 there in your wonderful program? 29 00:01:00,700 --> 00:01:04,170 Okay. So Harambee is a 30 00:01:04,170 --> 00:01:06,940 not- for- profit social organization 31 00:01:06,980 --> 00:01:08,300 that aim to solve the 32 00:01:08,300 --> 00:01:10,480 unemployment challenges of South African 33 00:01:10,480 --> 00:01:13,440 youth. We partner with businesses, 34 00:01:13,440 --> 00:01:15,290 government, young people, and other 35 00:01:15,290 --> 00:01:17,160 organization committed to solving the 36 00:01:17,160 --> 00:01:20,030 unemployment epidemic. Our unique system is 37 00:01:20,030 --> 00:01:22,320 unlike traditional employment organization that 38 00:01:22,320 --> 00:01:24,190 you would find anywhere. We 39 00:01:24,190 --> 00:01:26,370 really rely on our contact 40 00:01:26,370 --> 00:01:28,730 center advisors like Thapelo to 41 00:01:28,730 --> 00:01:31,070 ask detailed questions and have 42 00:01:31,070 --> 00:01:32,630 genuine conversation with our work 43 00:01:32,630 --> 00:01:34,080 seekers. So that is what 44 00:01:34,080 --> 00:01:37,020 really makes Harambee different from 45 00:01:37,020 --> 00:01:39,560 other organizations. And my role, 46 00:01:39,630 --> 00:01:41,340 I am a contact center 47 00:01:41,340 --> 00:01:45,210 manager. Great. Thank you both 48 00:01:45,210 --> 00:01:46,530 so much for joining us. 49 00:01:47,440 --> 00:01:48,340 So we're going to jump 50 00:01:48,350 --> 00:01:50,410 right in here into the 51 00:01:51,080 --> 00:01:52,870 presentation, into the webinar, and we're going 52 00:01:53,200 --> 00:01:55,340 to explore some customer service 53 00:01:55,340 --> 00:01:57,860 best practices and what we 54 00:01:57,860 --> 00:01:58,750 think... We wanted to get 55 00:01:58,750 --> 00:02:00,070 your opinion, so we're so 56 00:02:00,070 --> 00:02:01,310 glad that you guys have 57 00:02:01,310 --> 00:02:02,200 joined us because we want 58 00:02:02,200 --> 00:02:03,280 to get your opinion on 59 00:02:03,280 --> 00:02:04,830 how you guys work day 60 00:02:04,830 --> 00:02:06,150 to day and what you 61 00:02:06,150 --> 00:02:07,910 guys think is valuable to 62 00:02:08,240 --> 00:02:09,490 your customers or what you... 63 00:02:09,550 --> 00:02:10,430 You refer to them as 64 00:02:10,430 --> 00:02:12,760 candidates. So the five ways 65 00:02:12,880 --> 00:02:14,380 to improve customer service, the 66 00:02:14,380 --> 00:02:15,170 items that we're going to 67 00:02:15,170 --> 00:02:17,060 cover is establishing skills that 68 00:02:17,060 --> 00:02:19,730 every agent or advisor or 69 00:02:19,730 --> 00:02:22,130 representative should have. How to 70 00:02:22,130 --> 00:02:24,290 handle difficult customers with finesse. 71 00:02:25,140 --> 00:02:26,420 We all get those customers 72 00:02:26,420 --> 00:02:28,900 occasionally who are frustrated or 73 00:02:28,900 --> 00:02:30,410 they're challenged by the systems 74 00:02:30,410 --> 00:02:31,910 or the technology in place. 75 00:02:32,290 --> 00:02:33,010 And so we're just going to 76 00:02:33,010 --> 00:02:33,910 talk a little bit about 77 00:02:33,910 --> 00:02:36,130 that. How to recognize and 78 00:02:36,130 --> 00:02:40,090 reward your agents. As we 79 00:02:40,090 --> 00:02:43,940 know, agent attrition and having 80 00:02:43,940 --> 00:02:45,590 people on the job every 81 00:02:45,590 --> 00:02:47,500 day answering the phones and 82 00:02:47,500 --> 00:02:48,850 connecting with customers can be 83 00:02:48,850 --> 00:02:50,430 a challenge. So we're going 84 00:02:50,430 --> 00:02:51,010 to talk a little bit 85 00:02:51,010 --> 00:02:51,900 about how to recognize and 86 00:02:51,900 --> 00:02:53,190 reward them and about the 87 00:02:53,370 --> 00:02:54,850 CX Heroes program as well. 88 00:02:56,260 --> 00:02:57,700 Also, how to turn customers 89 00:02:57,700 --> 00:03:00,690 into brand advocates. Often when 90 00:03:00,700 --> 00:03:03,220 your customers have great experience 91 00:03:03,220 --> 00:03:04,260 with your brand or your 92 00:03:04,260 --> 00:03:05,930 company, they come back and 93 00:03:05,930 --> 00:03:08,960 they become loyal. And how to get personalization 94 00:03:08,960 --> 00:03:10,130 right for your customers. Again, 95 00:03:10,130 --> 00:03:11,110 how to make your customers 96 00:03:11,110 --> 00:03:12,680 feel special and unique and 97 00:03:12,680 --> 00:03:13,720 like they're the only customer 98 00:03:13,720 --> 00:03:15,640 in the world. Let's get 99 00:03:15,640 --> 00:03:19,750 started. Number one, the best 100 00:03:19,750 --> 00:03:21,820 habits here of establishing skills 101 00:03:21,820 --> 00:03:23,480 that every agent should have. 102 00:03:23,480 --> 00:03:25,140 So Neli, I'm curious what you 103 00:03:25,140 --> 00:03:27,080 feel as a manager. If 104 00:03:27,080 --> 00:03:28,210 you had to pick two 105 00:03:28,210 --> 00:03:29,230 out of this list of 106 00:03:29,240 --> 00:03:30,490 10 which two would you 107 00:03:30,490 --> 00:03:32,300 pick that... And tell me 108 00:03:32,300 --> 00:03:34,050 why that you think those 109 00:03:34,050 --> 00:03:36,950 are valuable for representative? Definitely 110 00:03:37,800 --> 00:03:39,850 listening and being attentive. I 111 00:03:39,850 --> 00:03:41,540 think the reason for me 112 00:03:41,570 --> 00:03:43,310 to really choose those two 113 00:03:43,310 --> 00:03:46,410 is in our space, it's 114 00:03:46,410 --> 00:03:48,710 very important for advisors like 115 00:03:48,710 --> 00:03:50,010 Thapelo to be able to 116 00:03:50,010 --> 00:03:51,340 listen to the candidate on 117 00:03:51,340 --> 00:03:53,110 the other side because what 118 00:03:53,110 --> 00:03:54,970 happens is the conversations that 119 00:03:54,980 --> 00:03:58,350 they have actually leads the 120 00:03:58,430 --> 00:04:00,340 important aspect of the conversation, 121 00:04:00,340 --> 00:04:01,630 how we can best support 122 00:04:01,630 --> 00:04:03,310 them, how we can understand 123 00:04:03,310 --> 00:04:04,510 where they come from because 124 00:04:04,510 --> 00:04:06,340 we use an algorithm to 125 00:04:06,340 --> 00:04:08,190 sort of match them to 126 00:04:08,400 --> 00:04:10,780 opportunities. So if an advisor 127 00:04:10,780 --> 00:04:11,900 is not listening, if the 128 00:04:11,900 --> 00:04:13,420 advisor is not present in 129 00:04:13,420 --> 00:04:15,400 the conversation, then they might 130 00:04:15,650 --> 00:04:17,920 lose that important aspect where 131 00:04:18,430 --> 00:04:20,320 we might lose that touch 132 00:04:20,320 --> 00:04:22,240 with our candidates. So listening, 133 00:04:22,460 --> 00:04:24,090 for us it's very important 134 00:04:24,170 --> 00:04:27,010 in our space. Secondly, attentiveness. 135 00:04:27,010 --> 00:04:28,130 It's really important in such 136 00:04:28,130 --> 00:04:29,040 a way that we kept 137 00:04:29,530 --> 00:04:32,520 information in our system and 138 00:04:32,520 --> 00:04:34,010 therefore one of the important 139 00:04:34,010 --> 00:04:36,020 aspects is really the demographics. 140 00:04:36,830 --> 00:04:38,730 What happens is where you 141 00:04:38,730 --> 00:04:40,500 live is very important because 142 00:04:40,500 --> 00:04:41,530 what we do is when 143 00:04:41,530 --> 00:04:44,040 we met candidates to opportunities, 144 00:04:44,320 --> 00:04:46,230 we'll look at the distance 145 00:04:46,230 --> 00:04:48,390 between where they reside and 146 00:04:48,390 --> 00:04:50,850 where the opportunities are because we try 147 00:04:50,850 --> 00:04:52,130 to make sure that our 148 00:04:52,130 --> 00:04:54,200 candidate, they don't travel and 149 00:04:54,200 --> 00:04:55,840 end up spending so much 150 00:04:55,840 --> 00:04:57,590 money to actually get to 151 00:04:57,590 --> 00:04:59,710 work instead all free, using 152 00:04:59,710 --> 00:05:02,130 that income in terms of 153 00:05:02,200 --> 00:05:04,460 betterment of their lives. So 154 00:05:05,340 --> 00:05:07,400 attention to detail is very 155 00:05:07,660 --> 00:05:08,750 important in our space. And 156 00:05:10,070 --> 00:05:11,560 what I've just alluded to 157 00:05:11,560 --> 00:05:14,020 say the capturing of the 158 00:05:14,020 --> 00:05:15,790 correct information, it's really what 159 00:05:15,790 --> 00:05:16,820 helps us to make sure 160 00:05:16,820 --> 00:05:18,520 that we service the best 161 00:05:18,520 --> 00:05:20,420 service to our candidates, make 162 00:05:20,420 --> 00:05:22,020 sure that we don't have 163 00:05:22,020 --> 00:05:22,950 a lot of drops off 164 00:05:23,680 --> 00:05:24,930 in a sense that if 165 00:05:24,930 --> 00:05:26,470 we place you in a 166 00:05:26,470 --> 00:05:27,730 radius that is like more 167 00:05:28,110 --> 00:05:30,260 than 100 kilometers, so that 168 00:05:30,260 --> 00:05:31,610 means you just work for 169 00:05:31,610 --> 00:05:32,640 a month and the second 170 00:05:32,640 --> 00:05:34,070 month you realize that actually 171 00:05:34,370 --> 00:05:36,330 I'm working for transport. Therefore, 172 00:05:36,330 --> 00:05:37,430 what's the point of me 173 00:05:37,430 --> 00:05:39,470 having this job? So hence, 174 00:05:39,470 --> 00:05:41,120 it's very, very important to 175 00:05:41,120 --> 00:05:43,000 get the right information, capture 176 00:05:43,130 --> 00:05:45,100 the correct information to make 177 00:05:45,100 --> 00:05:46,180 sure when we place them 178 00:05:46,180 --> 00:05:48,130 to these opportunities, they're in 179 00:05:48,130 --> 00:05:49,820 a close proximity to these 180 00:05:49,820 --> 00:05:52,020 demands, making sure that they 181 00:05:52,020 --> 00:05:54,410 spend their income on the 182 00:05:54,410 --> 00:05:56,310 betterment of themselves and their 183 00:05:56,310 --> 00:05:59,920 families. Yeah. It sounds like 184 00:05:59,920 --> 00:06:01,510 listening and paying attention to 185 00:06:01,510 --> 00:06:03,840 the details and understanding your candidate's 186 00:06:04,450 --> 00:06:06,930 story creates a big picture 187 00:06:06,930 --> 00:06:08,890 for you then you're able 188 00:06:08,890 --> 00:06:11,100 to help them, match them 189 00:06:11,100 --> 00:06:12,610 with the right opportunities and 190 00:06:12,610 --> 00:06:14,670 connect with them. I would 191 00:06:14,670 --> 00:06:17,020 assume too that these conversations 192 00:06:17,020 --> 00:06:18,990 take a while. These aren't 193 00:06:18,990 --> 00:06:20,940 quick conversations, but they're long 194 00:06:20,940 --> 00:06:22,350 conversations you have with the 195 00:06:22,350 --> 00:06:25,710 candidate. Absolutely. Our candidate is 196 00:06:25,710 --> 00:06:27,510 not just someone just behind 197 00:06:27,510 --> 00:06:30,210 the phone, our candidate, the 198 00:06:30,210 --> 00:06:31,900 actual people that we can actually 199 00:06:32,160 --> 00:06:33,670 relate to and therefore you 200 00:06:33,670 --> 00:06:35,270 will see that even Thapelo's 201 00:06:35,330 --> 00:06:37,170 call was like 18 minutes 202 00:06:37,170 --> 00:06:38,770 long, so it's not your 203 00:06:38,770 --> 00:06:41,270 typical contact center conversation where 204 00:06:41,270 --> 00:06:43,310 we'll just take the details 205 00:06:43,310 --> 00:06:44,740 and like a hit and 206 00:06:44,740 --> 00:06:46,320 run kind of a conversation. 207 00:06:46,320 --> 00:06:47,280 But in all spaces it's 208 00:06:47,280 --> 00:06:50,220 really about impactful conversations with 209 00:06:50,220 --> 00:06:52,210 our candidates, making sure that 210 00:06:52,300 --> 00:06:53,220 when the end of the 211 00:06:53,220 --> 00:06:54,890 call there's something that they 212 00:06:54,890 --> 00:06:56,640 took from the call, skills 213 00:06:56,640 --> 00:06:57,960 that they can use. Even 214 00:06:57,960 --> 00:06:59,590 if as Harambee, we don't place 215 00:06:59,590 --> 00:07:02,880 them to these opportunities, but 216 00:07:02,880 --> 00:07:04,560 they can use something that 217 00:07:04,560 --> 00:07:08,440 can increase their employability just 218 00:07:08,440 --> 00:07:09,720 for having a conversation with 219 00:07:09,720 --> 00:07:12,410 one of our advisors. Yeah, 220 00:07:12,980 --> 00:07:15,550 absolutely. So Thapelo let's hear 221 00:07:15,550 --> 00:07:16,790 from you and what you 222 00:07:16,790 --> 00:07:19,710 think. What would be your 223 00:07:19,710 --> 00:07:21,310 top two skills that you 224 00:07:21,310 --> 00:07:23,970 think that an advisor should 225 00:07:23,970 --> 00:07:26,680 have? On my side, I 226 00:07:27,110 --> 00:07:28,690 think one of the most important 227 00:07:29,070 --> 00:07:30,170 things that an advisor should 228 00:07:30,170 --> 00:07:37,830 have is product knowledge. I 229 00:07:37,830 --> 00:07:43,180 think if you are in a call center environment, the product is very important. Whatever service or say product that you are providing, 230 00:07:44,400 --> 00:07:47,270 it's basically important thing for 231 00:07:47,270 --> 00:07:48,860 you to make sales or 232 00:07:48,860 --> 00:07:49,940 in order for the customer to 233 00:07:50,330 --> 00:07:51,460 come back. So if as 234 00:07:51,460 --> 00:07:54,160 an agent you understand what 235 00:07:54,160 --> 00:07:56,090 you are selling, you avoid 236 00:07:56,460 --> 00:07:59,520 misleading, you are making mistakes 237 00:07:59,770 --> 00:08:02,310 that might cause industrial espionage 238 00:08:02,740 --> 00:08:05,020 or basically making the candidate 239 00:08:05,020 --> 00:08:08,670 uncertain about the product. I'd 240 00:08:08,670 --> 00:08:11,050 say having knowledge about the 241 00:08:11,050 --> 00:08:15,090 product, but also generated good relationship 242 00:08:15,740 --> 00:08:17,970 between the two parties. It will 243 00:08:18,030 --> 00:08:21,250 basically generate their warmness between 244 00:08:21,700 --> 00:08:22,850 you and me as an 245 00:08:22,850 --> 00:08:23,830 agent and as well as 246 00:08:23,830 --> 00:08:32,130 the candidate based on the fact that I would know everything about the product that I'm selling. In most cases, 247 00:08:35,210 --> 00:08:35,750 most services or most products, 248 00:08:35,750 --> 00:08:35,900 they are mostly unique in 249 00:08:35,900 --> 00:08:39,160 such a sense that if you 250 00:08:42,550 --> 00:08:44,640 use one way that is 251 00:08:45,820 --> 00:08:46,630 not according to the product 252 00:08:46,630 --> 00:08:48,500 itself, it really tends to 253 00:08:48,780 --> 00:08:53,870 be misleading and avoiding that 254 00:08:53,870 --> 00:08:54,240 is very, very important. Let's say 255 00:08:54,240 --> 00:09:00,870 another thing that speaks to 256 00:09:00,920 --> 00:09:07,890 a good quality of a call center agent is to be a voice control or call control for one. If you couldn't handle the candidate's 257 00:09:08,680 --> 00:09:09,720 emotions, if you can mirror 258 00:09:09,720 --> 00:09:12,310 the candidate and understand that 259 00:09:12,310 --> 00:09:16,010 you are the guide, it makes your job very, very easy. 260 00:09:18,140 --> 00:09:19,200 You can take control of setting 261 00:09:19,200 --> 00:09:21,230 questions that you ask and 262 00:09:21,230 --> 00:09:22,920 you would gather more information 263 00:09:22,920 --> 00:09:25,840 based on that. It helps you in controlling your professionality 264 00:09:25,840 --> 00:09:30,200 or your profession basically in 265 00:09:32,640 --> 00:09:34,840 the call as well. That is 266 00:09:35,190 --> 00:09:36,280 so great. That's a great 267 00:09:36,290 --> 00:09:39,500 answer too. I'm really fascinated 268 00:09:39,500 --> 00:09:41,440 by the selection of product 269 00:09:41,440 --> 00:09:42,960 knowledge because you're right, providing 270 00:09:42,960 --> 00:09:44,730 the right information to the 271 00:09:44,730 --> 00:09:47,750 person is critical and knowing 272 00:09:47,750 --> 00:09:48,980 all the details and how 273 00:09:48,980 --> 00:09:50,850 it works. And that kind of goes 274 00:09:50,850 --> 00:09:52,110 I think along with problem 275 00:09:52,110 --> 00:09:53,930 solving too. When people come 276 00:09:55,130 --> 00:09:56,340 to you with a problem 277 00:09:56,960 --> 00:09:58,390 or you're trying to figure 278 00:09:58,390 --> 00:09:59,800 out a solution for them, 279 00:10:00,180 --> 00:10:02,630 understanding that the product information 280 00:10:02,630 --> 00:10:03,360 is a good thing. It 281 00:10:03,360 --> 00:10:05,340 is. I love that you 282 00:10:05,340 --> 00:10:07,530 picked self control to as 283 00:10:08,480 --> 00:10:12,440 an option. I think together... 284 00:10:13,200 --> 00:10:14,120 They say that this whole 285 00:10:14,120 --> 00:10:16,550 list is sort of the 286 00:10:16,550 --> 00:10:18,110 basic skills and you guys 287 00:10:18,110 --> 00:10:19,440 have complemented each other very 288 00:10:19,440 --> 00:10:21,020 well on that list for 289 00:10:21,020 --> 00:10:26,460 sure. Thank you. number two, 290 00:10:26,460 --> 00:10:28,130 when we talk about problem 291 00:10:28,130 --> 00:10:30,730 solving and self control, it's 292 00:10:30,790 --> 00:10:33,600 a good segue, is handling 293 00:10:33,600 --> 00:10:35,710 difficult customers. Do you guys 294 00:10:35,710 --> 00:10:37,670 have challenges with customers calling 295 00:10:37,670 --> 00:10:38,400 in? I know a lot 296 00:10:38,400 --> 00:10:39,930 of call centers and contact 297 00:10:39,930 --> 00:10:42,530 centers sometimes have customers who 298 00:10:42,530 --> 00:10:45,110 are frustrated or upset possibly 299 00:10:45,110 --> 00:10:47,310 with a policy or with 300 00:10:47,360 --> 00:10:48,580 a process or with the 301 00:10:48,580 --> 00:10:50,910 product and they call into 302 00:10:50,910 --> 00:10:53,130 the customer service representative to 303 00:10:53,130 --> 00:10:54,460 help them solve that problem. 304 00:10:54,770 --> 00:10:56,300 Do you guys experience that? 305 00:10:56,300 --> 00:10:58,020 And if you do, Neli, 306 00:10:58,220 --> 00:10:59,670 how do you advise your 307 00:11:00,070 --> 00:11:02,450 advisors to handle those situations? 308 00:11:05,160 --> 00:11:08,550 Firstly, our contact center is an outbound contact center where 309 00:11:08,550 --> 00:11:12,930 we actually call our candidates. Often 310 00:11:12,930 --> 00:11:13,910 than not, we do not 311 00:11:13,910 --> 00:11:17,400 get irate customers because remember 312 00:11:17,720 --> 00:11:18,880 our kind of service is 313 00:11:18,880 --> 00:11:21,770 different where these candidates are actually 314 00:11:22,010 --> 00:11:24,200 waiting, desperately waiting for this 315 00:11:24,720 --> 00:11:26,170 call from Harambee because this 316 00:11:26,170 --> 00:11:27,710 is more their last hope 317 00:11:28,000 --> 00:11:29,840 of actually changing their lives. 318 00:11:30,710 --> 00:11:32,530 However, what also makes it 319 00:11:32,530 --> 00:11:34,180 a bit easier for our advisors, 320 00:11:34,180 --> 00:11:35,860 the fact that themselves, they 321 00:11:35,860 --> 00:11:37,610 were once candidate. So everyone who works in 322 00:11:38,010 --> 00:11:39,980 the contact center was once 323 00:11:39,980 --> 00:11:41,810 a candidate. So those in 324 00:11:41,810 --> 00:11:43,130 the same position as the 325 00:11:43,130 --> 00:11:44,410 people they are talking to on the 326 00:11:44,410 --> 00:11:47,650 phone. Therefore,, when a candidate 327 00:11:47,650 --> 00:11:49,090 on the other line feeling 328 00:11:49,090 --> 00:11:51,960 like they depressed or they lost 329 00:11:51,960 --> 00:11:53,670 hope, they're easily able to 330 00:11:53,670 --> 00:11:55,150 sort of bring them back, 331 00:11:55,220 --> 00:11:56,850 give them hope in a 332 00:11:56,850 --> 00:11:58,170 sense that they can relate 333 00:11:58,220 --> 00:11:59,710 to the situation, they can 334 00:11:59,710 --> 00:12:01,610 relate to their story. Therefore, 335 00:12:01,730 --> 00:12:02,590 it makes it a bit 336 00:12:02,590 --> 00:12:05,700 easier for both parties to actually 337 00:12:05,960 --> 00:12:07,360 make sure that the person 338 00:12:07,360 --> 00:12:09,600 on the other line is 339 00:12:09,600 --> 00:12:11,500 a bit warm and able to give 340 00:12:11,750 --> 00:12:12,750 us the information that we 341 00:12:12,750 --> 00:12:13,880 require to be able to 342 00:12:13,880 --> 00:12:15,650 assist them. But however, the 343 00:12:15,650 --> 00:12:18,170 second layer is yes, not 344 00:12:18,400 --> 00:12:20,040 100% where you get people 345 00:12:20,040 --> 00:12:22,050 who are willing to give 346 00:12:22,050 --> 00:12:24,450 information. And that example is really 347 00:12:24,790 --> 00:12:28,510 on the call that made 348 00:12:28,510 --> 00:12:30,320 Thapelo to win this competition, 349 00:12:30,610 --> 00:12:32,190 is someone was very skeptical 350 00:12:32,190 --> 00:12:34,650 because the first part of 351 00:12:34,650 --> 00:12:36,780 the call, we verify personal 352 00:12:37,110 --> 00:12:39,360 information. So now the question, why 353 00:12:39,360 --> 00:12:40,310 are you even asking me 354 00:12:40,310 --> 00:12:41,990 my ID number? So now 355 00:12:41,990 --> 00:12:44,260 our advisors are able to 356 00:12:44,510 --> 00:12:46,350 handle those objections and how 357 00:12:46,350 --> 00:12:47,660 we help them is we've 358 00:12:47,660 --> 00:12:48,740 got a great team of 359 00:12:48,740 --> 00:12:50,610 QA as well as the 360 00:12:50,610 --> 00:12:53,100 team leaders, our supervisors and the 361 00:12:53,100 --> 00:12:54,330 trainer. We are able to 362 00:12:54,350 --> 00:12:55,500 help them in terms of 363 00:12:55,690 --> 00:12:56,980 how to handle some of 364 00:12:56,980 --> 00:12:59,020 these objections. But the main 365 00:12:59,020 --> 00:13:01,200 ingredient is really our advisors 366 00:13:01,200 --> 00:13:03,150 because they've been there, they're able 367 00:13:03,150 --> 00:13:05,220 to sort of make and 368 00:13:05,220 --> 00:13:06,930 relay the story to the 369 00:13:06,930 --> 00:13:08,720 next person to make sure that the warm up 370 00:13:08,720 --> 00:13:14,560 to the call. Yeah. Thapelo, 371 00:13:14,560 --> 00:13:15,470 can you tell us a 372 00:13:15,470 --> 00:13:17,060 little bit about that story 373 00:13:17,060 --> 00:13:20,730 where you were working with 374 00:13:20,730 --> 00:13:22,250 someone and they were really 375 00:13:22,250 --> 00:13:25,210 hesitant to work with you, 376 00:13:25,290 --> 00:13:26,710 and then how did you get 377 00:13:26,710 --> 00:13:28,930 them... Obviously Neli, you talked 378 00:13:28,930 --> 00:13:31,230 a lot about empathy and 379 00:13:31,230 --> 00:13:32,850 being able to relate to 380 00:13:32,850 --> 00:13:34,420 the people who you're speaking 381 00:13:34,420 --> 00:13:35,880 with. And so Thapelo, can 382 00:13:35,880 --> 00:13:37,210 you share a little bit about that as 383 00:13:37,210 --> 00:13:40,350 well? All right. I'd say 384 00:13:40,590 --> 00:13:43,620 the call for me was an 385 00:13:43,620 --> 00:13:45,680 eye opener. It made me 386 00:13:45,680 --> 00:13:47,470 realize that most of our 387 00:13:47,470 --> 00:13:50,220 candidates believe that there's a lot of scams 388 00:13:50,220 --> 00:13:51,650 going on. And with that being said, it had me basically worried and I had to explain what Harambee as a brand stands for. 389 00:14:06,270 --> 00:14:07,120 I had to also remind the candidate that we really want to help them and I had to show 390 00:14:07,120 --> 00:14:08,470 the candidate and make them 391 00:14:08,470 --> 00:14:10,670 understand that I too have been in their 392 00:14:10,670 --> 00:14:14,300 shoes. But holistically, I needed to 393 00:14:14,670 --> 00:14:17,300 remind them that as a 394 00:14:17,300 --> 00:14:19,020 young South Africans, their journey 395 00:14:19,020 --> 00:14:20,920 is common and the call 396 00:14:20,920 --> 00:14:23,170 center department at Harambee has 397 00:14:23,430 --> 00:14:24,960 a lot of those agents who 398 00:14:24,960 --> 00:14:26,160 come from the same line. 399 00:14:27,880 --> 00:14:28,080 And it was a bit difficult because the candidate had a lot 400 00:14:28,080 --> 00:14:33,770 of doubt, but he warmed 401 00:14:33,770 --> 00:14:35,350 up as soon as I shared with him that 402 00:14:35,810 --> 00:14:36,250 it is a free service 403 00:14:36,250 --> 00:14:40,960 and we wanted to help them as best as we can. I'd say 404 00:14:40,960 --> 00:14:44,280 even customer complaints, even customer 405 00:14:44,280 --> 00:14:46,760 queries, they do also help 406 00:14:46,910 --> 00:14:47,930 us as agents to better 407 00:14:47,930 --> 00:14:50,910 ourselves and in handling the 408 00:14:50,910 --> 00:14:52,190 next candidate that has a 409 00:14:52,190 --> 00:14:54,980 similar problem. I would say 410 00:14:54,980 --> 00:14:58,770 we draw a lot of energy from those complaints because they help us in 411 00:14:58,770 --> 00:15:02,490 improving services. And the team as Neli 412 00:15:03,450 --> 00:15:06,310 as highlighted have put aside 413 00:15:06,710 --> 00:15:07,590 the procedures in order for 414 00:15:07,910 --> 00:15:10,530 us to handle those queries. 415 00:15:11,530 --> 00:15:12,130 And it's something that we really, really 416 00:15:14,160 --> 00:15:16,750 as agents like and enjoy 417 00:15:16,840 --> 00:15:18,710 doing, making someone understand the 418 00:15:18,710 --> 00:15:21,930 importance or Harambee in essence 419 00:15:22,480 --> 00:15:25,530 to their life. Yeah. And I think it is 420 00:15:25,530 --> 00:15:26,590 great too that you guys 421 00:15:26,590 --> 00:15:29,600 have that experience as well that you can 422 00:15:29,600 --> 00:15:31,760 share with them since you've 423 00:15:31,760 --> 00:15:33,390 been in the same situation 424 00:15:33,390 --> 00:15:34,470 and you can relate to 425 00:15:34,470 --> 00:15:35,530 what they're saying, but then 426 00:15:35,530 --> 00:15:36,940 also that's convincing to them 427 00:15:36,940 --> 00:15:39,440 as well. Just having that 428 00:15:39,440 --> 00:15:41,280 human empathy though, just that 429 00:15:41,280 --> 00:15:43,170 human element of wanting to 430 00:15:43,170 --> 00:15:46,480 help someone and to understand their situation 431 00:15:46,950 --> 00:15:47,810 I think goes a long 432 00:15:47,810 --> 00:15:50,000 way in customer service, for 433 00:15:50,000 --> 00:15:53,380 sure. Absolutely. I think one 434 00:15:53,380 --> 00:15:54,300 of the main thing as 435 00:15:54,300 --> 00:15:56,570 well is being connected to 436 00:15:56,570 --> 00:15:59,680 the Harambee[inaudible 00:00:15:57]. And our 437 00:15:59,680 --> 00:16:01,990 space really is about anyone 438 00:16:01,990 --> 00:16:03,390 who works in the organization, 439 00:16:03,390 --> 00:16:04,250 you really have to be 440 00:16:04,250 --> 00:16:05,760 a good fit for what 441 00:16:05,760 --> 00:16:07,640 we're driving as Harambee, for what 442 00:16:07,640 --> 00:16:09,940 we stand for. So being 443 00:16:09,940 --> 00:16:11,640 connected to the purpose as Harambee, it 444 00:16:12,370 --> 00:16:14,000 really plays a huge role 445 00:16:14,000 --> 00:16:16,860 where people still feel energized 446 00:16:16,860 --> 00:16:17,940 to come to work because 447 00:16:17,940 --> 00:16:20,230 it's really not about target. 448 00:16:20,680 --> 00:16:21,680 In our space, we use 449 00:16:21,680 --> 00:16:22,840 a language, where how many 450 00:16:22,840 --> 00:16:24,240 lives did you change on 451 00:16:24,240 --> 00:16:25,990 a daily basis? Wow! It's 452 00:16:25,990 --> 00:16:28,670 not really about how many in 453 00:16:28,670 --> 00:16:30,830 terms of how many, in 454 00:16:30,830 --> 00:16:31,930 other industries they will tell 455 00:16:31,930 --> 00:16:32,960 you about the target. You need 456 00:16:32,960 --> 00:16:33,920 to make 20 or you 457 00:16:33,920 --> 00:16:34,750 need to have spoken to 458 00:16:34,750 --> 00:16:36,270 50 people. We don't use 459 00:16:36,270 --> 00:16:37,390 that language at all because 460 00:16:37,390 --> 00:16:39,090 you understand what Harambee is 461 00:16:39,090 --> 00:16:40,400 all about. We use a 462 00:16:40,400 --> 00:16:42,700 simple language, how many lives 463 00:16:42,840 --> 00:16:43,690 did you change on a 464 00:16:43,690 --> 00:16:44,980 daily basis, which makes it 465 00:16:44,980 --> 00:16:46,570 easy for the negative for 466 00:16:46,570 --> 00:16:48,430 the advisors to really wake 467 00:16:48,430 --> 00:16:49,560 up in the morning, come 468 00:16:49,560 --> 00:16:50,390 to work because they are 469 00:16:50,390 --> 00:16:52,570 driven by these peoples. I 470 00:16:52,570 --> 00:16:53,400 want to go to work 471 00:16:53,400 --> 00:16:55,260 because I really want to 472 00:16:55,260 --> 00:16:57,850 change lives. That's all it 473 00:16:57,850 --> 00:17:00,350 is in our space. That's 474 00:17:00,350 --> 00:17:03,710 amazing. Yeah, that is... When 475 00:17:03,710 --> 00:17:05,730 we talk about metrics and 476 00:17:07,250 --> 00:17:08,260 it's nice to hear this 477 00:17:08,260 --> 00:17:11,920 different side of service where 478 00:17:12,310 --> 00:17:13,370 you can have an 18 479 00:17:13,370 --> 00:17:15,530 minute call and you can, 480 00:17:16,010 --> 00:17:17,620 change someone's life on a 481 00:17:17,620 --> 00:17:19,500 daily basis. That's pretty powerful. 482 00:17:20,140 --> 00:17:22,440 Yeah, it is. I'd say 483 00:17:22,840 --> 00:17:26,110 what satisfies us as agents is the 484 00:17:26,110 --> 00:17:29,290 fact that when you assist 485 00:17:29,290 --> 00:17:31,020 someone, you don't get anything 486 00:17:32,350 --> 00:17:33,240 back. But the fact that you 487 00:17:34,320 --> 00:17:36,230 have changed someone's life or 488 00:17:36,230 --> 00:17:39,340 situation is more and more complimentary than 489 00:17:39,340 --> 00:17:41,980 anything else. It means that 490 00:17:41,980 --> 00:17:47,090 you regenerate a goal of loyalty between us and candidates. And 491 00:17:47,090 --> 00:17:48,340 it's much more easier for 492 00:17:48,340 --> 00:17:50,610 them to even refer us to other 493 00:17:51,120 --> 00:17:55,430 young South Africans who are seeking help. I'd say the candidate that we are 494 00:17:55,430 --> 00:17:59,670 on the phone now is really the candidate that you want to help. So 495 00:18:00,770 --> 00:18:04,400 case by case, every case is important. Every call 496 00:18:04,400 --> 00:18:07,570 that we meet is entirely to change someone's life. 497 00:18:08,080 --> 00:18:13,370 So that's what we stand for and that's the culture here. is amazing. 498 00:18:14,940 --> 00:18:16,870 It's a nice transition into 499 00:18:17,460 --> 00:18:19,020 our next point, which is 500 00:18:19,020 --> 00:18:22,530 about recognizing and rewarding agents. 501 00:18:22,600 --> 00:18:24,850 Because you said that's your 502 00:18:24,850 --> 00:18:26,310 reward for you is that 503 00:18:26,310 --> 00:18:27,320 you get to change people's 504 00:18:27,320 --> 00:18:30,360 lives. Obviously, we recognized you 505 00:18:30,360 --> 00:18:32,010 in the CX Heroes program 506 00:18:32,580 --> 00:18:34,400 for Genesys and you joined 507 00:18:34,400 --> 00:18:35,700 us on the main stage 508 00:18:35,700 --> 00:18:38,070 in Amsterdam, which was fantastic. 509 00:18:38,690 --> 00:18:39,650 And for all of you 510 00:18:40,020 --> 00:18:42,030 who's listening, check out the 511 00:18:42,160 --> 00:18:45,280 genesys. com/ cxheroes landing page. 512 00:18:45,570 --> 00:18:48,060 You can see Thapelo's blog 513 00:18:48,060 --> 00:18:50,160 post about his story and 514 00:18:50,160 --> 00:18:51,400 we're uploading a new video 515 00:18:51,400 --> 00:18:53,870 there soon too, highlighting Thapelo 516 00:18:53,910 --> 00:18:55,810 and hearing his story on 517 00:18:55,810 --> 00:18:58,900 camera. CX Heroes is a 518 00:18:58,900 --> 00:19:02,180 great program where anyone out 519 00:19:02,180 --> 00:19:03,690 there, anywhere around the world 520 00:19:03,690 --> 00:19:06,260 can recognize an agent or 521 00:19:06,260 --> 00:19:07,950 a service rep or an 522 00:19:07,950 --> 00:19:10,150 advisor, a manager, or a 523 00:19:10,150 --> 00:19:13,250 supervisor for providing great customer 524 00:19:13,250 --> 00:19:15,880 service. Just listening, caring, having 525 00:19:15,880 --> 00:19:17,910 empathy, or just solving a 526 00:19:17,910 --> 00:19:19,560 problem in a unique way. 527 00:19:20,140 --> 00:19:20,730 And you can read some 528 00:19:20,730 --> 00:19:21,640 of the stories up there, 529 00:19:21,640 --> 00:19:23,330 but the nomination form's there, 530 00:19:23,330 --> 00:19:24,520 just fill out the form 531 00:19:24,520 --> 00:19:27,680 and tell your story. And 532 00:19:27,870 --> 00:19:29,650 then we received the nominations 533 00:19:29,650 --> 00:19:31,380 and we select them, the 534 00:19:31,380 --> 00:19:32,360 stories that we're going to 535 00:19:32,360 --> 00:19:34,360 tell and we do video 536 00:19:34,360 --> 00:19:35,340 as well as blogs and 537 00:19:35,340 --> 00:19:36,420 social media. So I would 538 00:19:36,420 --> 00:19:38,410 encourage you to submit stories 539 00:19:38,410 --> 00:19:40,260 if you're listening because it 540 00:19:40,260 --> 00:19:43,270 does recognize your agents and 541 00:19:43,740 --> 00:19:44,810 your company as well for 542 00:19:44,810 --> 00:19:46,920 providing great service. How do 543 00:19:46,920 --> 00:19:50,110 you guys, Neli, internally, do 544 00:19:50,110 --> 00:19:51,330 you guys have any internal 545 00:19:51,330 --> 00:19:52,920 program that you guys use 546 00:19:52,920 --> 00:19:55,530 to recognize your advisors for 547 00:19:55,530 --> 00:19:57,650 doing good work? Yes, we 548 00:19:57,650 --> 00:19:59,650 do, but what is important 549 00:19:59,650 --> 00:20:01,210 is we do not drive 550 00:20:01,210 --> 00:20:04,670 any monetary rewards, as I 551 00:20:04,670 --> 00:20:06,480 said, because we really want 552 00:20:06,480 --> 00:20:08,810 the team to be connected 553 00:20:08,810 --> 00:20:10,720 to the purpose. However, on 554 00:20:10,720 --> 00:20:13,420 a monthly basis, we award 555 00:20:13,960 --> 00:20:16,760 our overall top achiever in 556 00:20:16,760 --> 00:20:17,810 a sense that we look 557 00:20:17,810 --> 00:20:19,500 at adherence. For us, as 558 00:20:19,500 --> 00:20:21,450 I alluded earlier on the 559 00:20:21,720 --> 00:20:24,070 changing of lives, we really 560 00:20:24,070 --> 00:20:25,240 bring it back when we 561 00:20:25,240 --> 00:20:26,730 reward people at the end 562 00:20:26,730 --> 00:20:27,870 of the month where we 563 00:20:28,400 --> 00:20:30,680 look at, were you punctual? 564 00:20:30,680 --> 00:20:31,510 Do you come to work 565 00:20:31,510 --> 00:20:32,830 on time? Because we look 566 00:20:32,830 --> 00:20:33,750 at, if you are late 567 00:20:33,750 --> 00:20:34,900 for five minutes or 10 568 00:20:34,900 --> 00:20:36,070 minutes, we really link it 569 00:20:36,190 --> 00:20:37,780 back to say you've missed 570 00:20:37,780 --> 00:20:39,640 an opportunity to change someone's 571 00:20:39,640 --> 00:20:40,890 life in the 10 minutes. 572 00:20:41,200 --> 00:20:42,130 So we don't really talk 573 00:20:42,130 --> 00:20:44,130 about you are late, but 574 00:20:44,130 --> 00:20:45,130 we relate it back to 575 00:20:45,360 --> 00:20:47,550 really seeing the importance and 576 00:20:47,550 --> 00:20:49,030 the impact of you being 577 00:20:49,030 --> 00:20:51,120 late to work. Therefore, we 578 00:20:51,120 --> 00:20:52,260 reward them in the sense 579 00:20:52,260 --> 00:20:55,250 that the adherence to schedule 580 00:20:55,520 --> 00:20:56,990 and how many lives did 581 00:20:56,990 --> 00:20:58,900 you change, but especially the one 582 00:20:58,900 --> 00:21:00,260 big element is really about the 583 00:21:00,260 --> 00:21:01,960 quality. We're not really looking 584 00:21:01,960 --> 00:21:02,910 at the number of lives that 585 00:21:03,190 --> 00:21:04,060 you changed, but the quality 586 00:21:04,060 --> 00:21:05,500 of the conversation that you 587 00:21:05,500 --> 00:21:07,720 have. And what also is 588 00:21:07,720 --> 00:21:10,110 important in these monthly meetings 589 00:21:10,180 --> 00:21:11,160 that we normally have where 590 00:21:11,160 --> 00:21:13,070 we recognize our team, it's 591 00:21:13,070 --> 00:21:15,460 really about we give them certificated 592 00:21:15,460 --> 00:21:16,760 at the end of the 593 00:21:16,760 --> 00:21:19,700 session and importantly, even the 594 00:21:19,700 --> 00:21:21,870 candidate themselves, that we actually match 595 00:21:22,620 --> 00:21:23,830 to these candidates. They do 596 00:21:23,830 --> 00:21:24,970 come through to the contact 597 00:21:24,970 --> 00:21:27,150 center, where now they meet the 598 00:21:27,150 --> 00:21:28,530 person who they spoke to 599 00:21:28,530 --> 00:21:29,990 over the phone just to 600 00:21:29,990 --> 00:21:32,230 show appreciation. And I can 601 00:21:32,230 --> 00:21:34,060 tell you Jill, the atmosphere 602 00:21:34,500 --> 00:21:35,930 in the room, it's something 603 00:21:35,930 --> 00:21:36,490 else where you are now 604 00:21:36,490 --> 00:21:39,130 meeting the person you spoke 605 00:21:39,130 --> 00:21:40,850 to over the phone. Now, 606 00:21:40,970 --> 00:21:42,490 actually the advisor is meeting 607 00:21:42,490 --> 00:21:43,420 the person who they were 608 00:21:43,420 --> 00:21:44,600 talking to on the phone. 609 00:21:45,000 --> 00:21:46,970 So that magic is what we do on 610 00:21:46,970 --> 00:21:48,440 a monthly basis where we 611 00:21:48,440 --> 00:21:49,560 make sure that we invite 612 00:21:49,560 --> 00:21:51,220 someone we've placed who are 613 00:21:51,220 --> 00:21:52,350 coming to the contact center 614 00:21:52,510 --> 00:21:53,590 to make sure that we 615 00:21:53,590 --> 00:21:55,580 reignite that energy, that spirit 616 00:21:56,120 --> 00:21:57,100 to make sure that what we do 617 00:21:57,100 --> 00:21:58,140 is not just a dream. 618 00:21:58,320 --> 00:21:59,550 It's really something that it's 619 00:21:59,550 --> 00:22:01,650 happening, it's real, and the 620 00:22:01,650 --> 00:22:03,670 person that we are speaking to is actually next 621 00:22:03,670 --> 00:22:05,500 to them. Yeah, and it's 622 00:22:05,500 --> 00:22:07,610 so inspirational too for everyone 623 00:22:08,300 --> 00:22:08,980 to be a part of 624 00:22:08,980 --> 00:22:15,640 that moment with your candidate. an 625 00:22:15,640 --> 00:22:18,650 agent, from my side, I 626 00:22:18,650 --> 00:22:20,730 think it's much more satisfactory 627 00:22:21,650 --> 00:22:23,020 whenever you see someone that 628 00:22:23,020 --> 00:22:32,420 you assisted or hear a story about someone that you assisted. It's great to hear such stories. But whenever 629 00:22:32,420 --> 00:22:32,720 you hear it, it's more 630 00:22:32,720 --> 00:22:32,960 satisfactory than anything else. I 631 00:22:37,590 --> 00:22:40,480 think the initiative, I think the team also 632 00:22:40,480 --> 00:22:41,440 wants to come up with 633 00:22:41,990 --> 00:22:45,610 new ideas in order to incentivize, in order to just 634 00:22:46,080 --> 00:22:54,910 remind us of the cause and why we do this. So it doesn't... Yeah, it is quite[inaudible 00:22:53]. Yeah, and I think 635 00:22:55,320 --> 00:22:56,520 there's something face to face 636 00:22:56,520 --> 00:22:57,210 too. When you get to 637 00:22:57,210 --> 00:22:58,470 meet people face to face 638 00:22:58,470 --> 00:23:00,690 too, it's a special moment. 639 00:23:01,470 --> 00:23:05,820 Yeah. talk a little bit about the loyalty 640 00:23:05,820 --> 00:23:08,530 or the word of mouth 641 00:23:08,530 --> 00:23:09,840 that sort of happens for 642 00:23:10,060 --> 00:23:11,610 Harambee and what that might 643 00:23:11,610 --> 00:23:12,590 look like. So as we 644 00:23:12,590 --> 00:23:16,670 know, turning customers into... Giving 645 00:23:16,670 --> 00:23:19,090 a positive customer service experience 646 00:23:19,150 --> 00:23:21,940 turns customers to being loyal 647 00:23:21,940 --> 00:23:25,210 to your company or your 648 00:23:25,210 --> 00:23:28,250 product or your brand. And 649 00:23:28,250 --> 00:23:29,150 so you talked a little 650 00:23:29,150 --> 00:23:30,740 bit about this earlier, and 651 00:23:30,740 --> 00:23:31,640 so I'd like to expand 652 00:23:31,640 --> 00:23:33,040 more on it, but when 653 00:23:33,040 --> 00:23:36,640 you place someone, do they 654 00:23:36,640 --> 00:23:37,890 go out and tell other 655 00:23:37,890 --> 00:23:39,410 people like, I got this 656 00:23:39,410 --> 00:23:42,290 job and I'm supporting, helping 657 00:23:42,290 --> 00:23:44,390 my family now and what 658 00:23:44,390 --> 00:23:45,420 does that word of mouth 659 00:23:45,420 --> 00:23:46,380 look like or how does 660 00:23:46,380 --> 00:23:48,440 that work for you all? 661 00:23:49,460 --> 00:23:51,570 Yep. A typical example is 662 00:23:51,570 --> 00:23:52,950 the call that made Thapelo 663 00:23:53,880 --> 00:23:58,890 win this competition. heard about Harambee 664 00:23:59,520 --> 00:24:01,060 from someone in his neighbor. 665 00:24:01,890 --> 00:24:03,810 So that person was assisted 666 00:24:03,810 --> 00:24:06,340 by Harambee and therefore our 667 00:24:06,990 --> 00:24:11,090 candidates, they're more able to 668 00:24:11,090 --> 00:24:12,740 refer other people because of 669 00:24:12,740 --> 00:24:14,110 the service they've got. And 670 00:24:14,110 --> 00:24:15,240 not because they've got a 671 00:24:15,240 --> 00:24:17,510 job necessarily, but remember that our 672 00:24:17,670 --> 00:24:19,040 conversation is not really about 673 00:24:19,040 --> 00:24:20,520 placing people to a job, but it's 674 00:24:20,520 --> 00:24:22,350 also about giving them skills 675 00:24:22,560 --> 00:24:23,590 to make sure that they 676 00:24:23,590 --> 00:24:24,700 can still be able to 677 00:24:24,700 --> 00:24:27,130 go out and seek employment 678 00:24:27,170 --> 00:24:28,580 on their own without really 679 00:24:28,890 --> 00:24:30,700 and being placed by us. 680 00:24:30,950 --> 00:24:32,370 But the conversation that we 681 00:24:32,370 --> 00:24:34,360 have and the readiness program 682 00:24:34,360 --> 00:24:36,040 that as Harambee we provide 683 00:24:36,530 --> 00:24:39,610 enables them to actually gain 684 00:24:39,610 --> 00:24:41,390 more skills, and that skills 685 00:24:41,390 --> 00:24:42,130 that they can actually practice 686 00:24:43,070 --> 00:24:44,640 is they go out and 687 00:24:44,640 --> 00:24:46,550 seeking for employment. So for 688 00:24:46,550 --> 00:24:48,590 us really our candidates, they are actually 689 00:24:48,590 --> 00:24:50,740 our... They spread the word 690 00:24:50,790 --> 00:24:52,050 of what we do as 691 00:24:52,420 --> 00:24:54,290 Harambee and that makes it really 692 00:24:54,290 --> 00:24:56,150 easy on our side. Even 693 00:24:56,150 --> 00:24:57,440 though we are on Facebook, 694 00:24:57,760 --> 00:24:58,410 we are on WhatsApp and 695 00:24:59,230 --> 00:25:00,650 all other platforms, but our 696 00:25:00,650 --> 00:25:02,810 real big ingredient is really 697 00:25:02,810 --> 00:25:04,110 the word of mouth. Because 698 00:25:04,680 --> 00:25:06,680 for us, every conversation is 699 00:25:06,680 --> 00:25:08,200 just not a number, it's 700 00:25:08,200 --> 00:25:09,880 a life that we're talking to, it's 701 00:25:10,090 --> 00:25:11,790 a life that we're changing. Therefore, 702 00:25:12,000 --> 00:25:13,220 the connection and the importance 703 00:25:13,220 --> 00:25:15,450 of that conversation makes it... 704 00:25:15,650 --> 00:25:16,970 It has a huge impact 705 00:25:16,970 --> 00:25:18,690 than just someone you just 706 00:25:18,690 --> 00:25:20,000 met and that's it, or 707 00:25:20,000 --> 00:25:22,170 someone more like of a hit and run, 708 00:25:22,430 --> 00:25:23,490 what you normally find in 709 00:25:23,490 --> 00:25:24,730 other places. But for us, it's really 710 00:25:25,090 --> 00:25:26,620 the impact that we have in 711 00:25:26,740 --> 00:25:28,650 each and every conversation that we have with 712 00:25:28,650 --> 00:25:33,020 our candidates. That is fascinating. 713 00:25:33,020 --> 00:25:36,240 And what a great story 714 00:25:36,240 --> 00:25:37,660 about word of mouth marketing 715 00:25:37,890 --> 00:25:40,040 or word of mouth validation 716 00:25:40,040 --> 00:25:42,500 for advocacy and creating loyal 717 00:25:42,500 --> 00:25:45,610 customers. That's a pretty powerful 718 00:25:45,610 --> 00:25:47,240 moment when people are talking 719 00:25:47,240 --> 00:25:50,520 about your program in their 720 00:25:50,520 --> 00:25:53,900 communities so often. And not 721 00:25:53,900 --> 00:25:55,780 only do they just refer, 722 00:25:55,780 --> 00:25:56,710 but some of them, they 723 00:25:56,710 --> 00:25:57,770 even come back to the 724 00:25:57,770 --> 00:25:59,960 office and say, I've got 725 00:25:59,960 --> 00:26:01,210 a job and thanks to 726 00:26:01,210 --> 00:26:02,900 you, Harambee, I am who I 727 00:26:02,900 --> 00:26:04,010 am today because of your assistance. 728 00:26:04,930 --> 00:26:06,170 So it's really about that 729 00:26:06,170 --> 00:26:07,800 impact with people. We give 730 00:26:07,800 --> 00:26:09,590 them skills as small as, 731 00:26:10,010 --> 00:26:11,750 did that actually to increase 732 00:26:11,750 --> 00:26:13,220 your chances of being employed, 733 00:26:13,440 --> 00:26:14,400 you need to have a 734 00:26:14,400 --> 00:26:16,630 driver's license. People start thinking 735 00:26:16,630 --> 00:26:18,100 about, okay, how do I 736 00:26:18,170 --> 00:26:19,590 go about getting my license? 737 00:26:19,590 --> 00:26:20,530 As soon as they get 738 00:26:20,530 --> 00:26:22,220 that piece of paper, which 739 00:26:22,220 --> 00:26:23,940 now validates them as drivers, 740 00:26:23,940 --> 00:26:27,620 they come to the office 741 00:26:28,510 --> 00:26:29,830 and show us and say, here's 742 00:26:31,120 --> 00:26:33,460 my driver's license and we 743 00:26:33,460 --> 00:26:35,040 celebrate with them. So those 744 00:26:35,040 --> 00:26:36,660 stories are those stories that we 745 00:26:36,660 --> 00:26:39,010 really find, they're more impactful 746 00:26:39,010 --> 00:26:40,240 than anything else that we 747 00:26:40,240 --> 00:26:43,880 can ever speak about. Yeah, 748 00:26:43,950 --> 00:26:45,100 because you really are changing 749 00:26:45,100 --> 00:26:51,840 lives. I mean it's for[crosstalk 00:26:48]. So 750 00:26:51,840 --> 00:26:53,220 in getting into number five 751 00:26:53,220 --> 00:26:55,060 here and Thapelo, I would love 752 00:26:55,060 --> 00:26:56,420 to hear your insight on 753 00:26:56,420 --> 00:27:00,560 this. We talk about personalization 754 00:27:00,590 --> 00:27:02,500 in customer service a lot, 755 00:27:02,500 --> 00:27:05,770 but personalization sometimes isn't done 756 00:27:05,770 --> 00:27:07,170 the right way. It's done 757 00:27:08,150 --> 00:27:09,510 where you're getting targeted by 758 00:27:09,510 --> 00:27:13,900 an ad or you're just 759 00:27:13,900 --> 00:27:17,070 a number in a data. 760 00:27:17,460 --> 00:27:19,210 And so this is great 761 00:27:19,210 --> 00:27:20,150 now like because you just touched 762 00:27:20,150 --> 00:27:21,420 on this too is we 763 00:27:21,420 --> 00:27:22,410 don't look at people as 764 00:27:22,410 --> 00:27:24,980 numbers. But often customer service, 765 00:27:24,980 --> 00:27:26,020 there are numbers and there's 766 00:27:26,720 --> 00:27:28,610 data from them and people 767 00:27:28,820 --> 00:27:30,830 are getting targeted based off 768 00:27:30,830 --> 00:27:33,510 of their persona. At Genesys, 769 00:27:33,510 --> 00:27:34,420 We like to talk about 770 00:27:34,420 --> 00:27:36,500 it as personalization more as 771 00:27:36,500 --> 00:27:37,980 a unique experience. And I 772 00:27:38,330 --> 00:27:39,900 think Harambee is perfect for this, 773 00:27:39,900 --> 00:27:41,660 right? Because you guys are 774 00:27:41,660 --> 00:27:43,900 giving unique experiences every day, 775 00:27:43,900 --> 00:27:45,290 every time you're on the 776 00:27:45,290 --> 00:27:47,240 phone with someone. But we 777 00:27:47,240 --> 00:27:48,470 like to talk about how 778 00:27:49,470 --> 00:27:53,240 the customers, personalization is really 779 00:27:53,240 --> 00:27:55,320 about them being treated special 780 00:27:55,320 --> 00:27:57,690 and unique and that there 781 00:27:57,690 --> 00:27:59,380 is information coming in about 782 00:27:59,380 --> 00:28:00,960 them, but that information is 783 00:28:00,960 --> 00:28:02,870 actually is used to help 784 00:28:02,870 --> 00:28:06,140 them to have a better 785 00:28:06,140 --> 00:28:07,740 service or a better experience. 786 00:28:09,470 --> 00:28:10,330 And so I'd like to 787 00:28:10,330 --> 00:28:11,470 hear what you guys think 788 00:28:11,470 --> 00:28:14,800 about that. Thapelo, start with 789 00:28:14,800 --> 00:28:17,170 you on how do you 790 00:28:17,170 --> 00:28:19,710 make your customers feel unique 791 00:28:19,710 --> 00:28:20,750 or special? And I'm sure 792 00:28:20,750 --> 00:28:22,300 all their stories are unique, 793 00:28:22,650 --> 00:28:24,010 but is there a certain 794 00:28:24,010 --> 00:28:24,930 thing that you do to 795 00:28:24,930 --> 00:28:26,890 help them feel like they're 796 00:28:26,890 --> 00:28:28,770 the only customer or candidate 797 00:28:28,770 --> 00:28:29,700 in the world right now 798 00:28:29,700 --> 00:28:30,540 that you're with on the 799 00:28:30,540 --> 00:28:34,610 phone? All right. I'd say as we've highlighted earlier regarding the history that as call center agents we have as Harambee, and Harambee all come from this system. First thing is understanding that we 800 00:28:35,460 --> 00:28:56,730 as agents have the responsibility to help someone. And if we have the right information, we can use that information to match them to opportunities as best as we can. In my line of work, 801 00:29:02,630 --> 00:29:04,670 I'd say being polite, being flexible, being 802 00:29:06,490 --> 00:29:11,840 attentive contributes very well in gathering the right information. 803 00:29:12,240 --> 00:29:13,580 I'd say I also tend 804 00:29:13,580 --> 00:29:15,790 to be a bit personal. 805 00:29:16,390 --> 00:29:17,910 I tend to warm up 806 00:29:17,910 --> 00:29:19,940 to candidates as well. And 807 00:29:21,160 --> 00:29:23,310 I ask questions that really, really 808 00:29:23,380 --> 00:29:26,110 at times would make someone 809 00:29:26,110 --> 00:29:27,710 think. I do motivate as 810 00:29:27,710 --> 00:29:33,220 well. I believe our scripts nowadays, we do give. What that means 811 00:29:33,220 --> 00:29:35,020 is basically we do motivate. 812 00:29:35,060 --> 00:29:39,240 Whenever there's an opportunity to study, we 813 00:29:39,240 --> 00:29:41,290 do refer candidates on where to go 814 00:29:41,290 --> 00:29:42,900 in terms of study. So 815 00:29:42,900 --> 00:29:44,710 it becomes more personal. It 816 00:29:44,710 --> 00:29:47,700 doesn't really become more, give 817 00:29:47,700 --> 00:29:50,330 me data. It's more, let's 818 00:29:50,330 --> 00:29:52,170 have a relationship, let's build 819 00:29:52,170 --> 00:29:52,840 a relationship where this training 820 00:29:52,840 --> 00:29:59,750 will work for both of us. So it's a small view us 821 00:30:00,010 --> 00:30:15,840 as agents giving ourselves, mirroring the candidate, making sure that I understand them and their information, understanding how important it is. Yeah. So 822 00:30:15,840 --> 00:30:17,370 just to add on that, Jill, is 823 00:30:17,370 --> 00:30:19,680 that really what makes our 824 00:30:20,320 --> 00:30:22,700 candidates unique is the fact 825 00:30:22,700 --> 00:30:24,570 that the conversation, it's really 826 00:30:24,610 --> 00:30:28,380 about that individual. So we 827 00:30:28,380 --> 00:30:29,600 do not have a script. 828 00:30:29,900 --> 00:30:31,630 What we have is more 829 00:30:31,630 --> 00:30:33,290 of guidelines of some of 830 00:30:33,660 --> 00:30:34,790 the questions that they need to ask, but 831 00:30:34,880 --> 00:30:36,700 really the conversation is about 832 00:30:36,930 --> 00:30:38,140 the response you get from 833 00:30:38,140 --> 00:30:39,690 the candidate. That's what drives 834 00:30:39,690 --> 00:30:41,750 the conversation. So it's not 835 00:30:41,750 --> 00:30:42,580 really... We don't have the 836 00:30:43,160 --> 00:30:44,620 blanket approach on each and 837 00:30:44,620 --> 00:30:47,030 every conversation. It's really driven 838 00:30:47,030 --> 00:30:48,090 by the response you get 839 00:30:48,090 --> 00:30:49,360 from a candidate from you 840 00:30:49,650 --> 00:30:51,360 listening to the candidate on the 841 00:30:53,870 --> 00:30:55,960 other line. It makes you to really 842 00:30:55,960 --> 00:30:58,020 be able to give the 843 00:30:58,020 --> 00:30:59,820 information that they need. For 844 00:30:59,820 --> 00:31:02,940 example, if someone says, I 845 00:31:02,990 --> 00:31:05,020 completed my[ foreign language 00:31:00]. in our 846 00:31:05,020 --> 00:31:06,460 language, that is like the 847 00:31:06,850 --> 00:31:09,380 highest high school and someone 848 00:31:09,440 --> 00:31:13,560 who's completed university, they advise that 849 00:31:13,660 --> 00:31:14,930 you're going to give, all the tip 850 00:31:15,060 --> 00:31:16,220 you're going to give can never be the 851 00:31:16,220 --> 00:31:18,420 same because these people are 852 00:31:18,420 --> 00:31:20,230 not in the same space 853 00:31:20,660 --> 00:31:22,800 in their lives. Therefore, every 854 00:31:22,800 --> 00:31:25,220 conversation is unique to that 855 00:31:25,220 --> 00:31:26,960 individual. So it's not like 856 00:31:26,960 --> 00:31:28,240 a script where you have 857 00:31:28,280 --> 00:31:29,360 to ask this question and, 858 00:31:29,360 --> 00:31:30,780 and, and, but it's really 859 00:31:30,780 --> 00:31:32,760 about the conversation depending on 860 00:31:33,100 --> 00:31:34,530 the conversation that you have or the 861 00:31:34,530 --> 00:31:36,120 responses that you get from 862 00:31:36,120 --> 00:31:37,770 the candidate. So that makes it a 863 00:31:37,770 --> 00:31:41,590 unique, individual, and unique conversation 864 00:31:41,590 --> 00:31:43,130 because you can find that 865 00:31:43,130 --> 00:31:44,410 you've spoken to five people, 866 00:31:44,410 --> 00:31:45,850 but the tips that you gave that 867 00:31:45,850 --> 00:31:47,840 person, they're different depending on 868 00:31:47,840 --> 00:31:51,270 their circumstances, depending on their background, depending on where 869 00:31:51,270 --> 00:31:53,220 they are at this point in time. 870 00:31:54,440 --> 00:31:55,990 Yeah. And the foundation of 871 00:31:55,990 --> 00:31:57,530 your organization is set up 872 00:31:57,530 --> 00:31:58,810 that way. So I think 873 00:31:58,810 --> 00:32:01,970 that... Right? Like it's helpful 874 00:32:01,970 --> 00:32:06,930 that policy or the program 875 00:32:06,930 --> 00:32:07,640 is set up in a 876 00:32:07,640 --> 00:32:09,480 way to empower you all, 877 00:32:09,620 --> 00:32:12,220 the employees, to give the 878 00:32:12,220 --> 00:32:13,430 best service you can and 879 00:32:13,540 --> 00:32:14,420 to treat everyone as a 880 00:32:14,420 --> 00:32:18,180 unique individual. And the KPIs and the 881 00:32:18,180 --> 00:32:19,230 metrics are set up to 882 00:32:19,230 --> 00:32:21,510 support that as well. But 883 00:32:21,510 --> 00:32:22,160 I think it's a great 884 00:32:22,160 --> 00:32:24,400 example of how it starts 885 00:32:24,400 --> 00:32:25,930 with everyone in the entire 886 00:32:25,930 --> 00:32:28,850 company to make sure that 887 00:32:28,850 --> 00:32:30,110 everyone's on the same page 888 00:32:30,110 --> 00:32:31,580 in providing that service, that 889 00:32:31,580 --> 00:32:34,080 unique service to your candidates. 890 00:32:34,460 --> 00:32:35,200 Do you agree with that?[crosstalk 00: 891 00:32:35,200 --> 00:32:39,740 32: 36]. sometimes there's a 892 00:32:39,740 --> 00:32:44,510 mix bag of... Supervisors and 893 00:32:44,510 --> 00:32:45,920 managers might want things one 894 00:32:45,920 --> 00:32:49,220 way and the executives might 895 00:32:49,290 --> 00:32:50,450 want things another way, but 896 00:32:50,450 --> 00:32:52,040 your entire company has come 897 00:32:52,040 --> 00:32:54,900 together on this is how 898 00:32:54,900 --> 00:32:56,930 we provide great service to 899 00:32:56,930 --> 00:32:59,430 these candidates, and this is 900 00:32:59,430 --> 00:33:00,260 what this looks like and 901 00:33:00,260 --> 00:33:01,410 everyone's in agreement with it. 902 00:33:02,720 --> 00:33:04,670 Absolutely. So I think even 903 00:33:04,670 --> 00:33:06,170 from... With the executives, with 904 00:33:06,270 --> 00:33:08,190 managers, and then the recruitment 905 00:33:08,190 --> 00:33:10,060 process is rigorous in the sense 906 00:33:10,060 --> 00:33:12,360 that you go through couple 907 00:33:12,360 --> 00:33:14,540 of interviews. The main thing 908 00:33:14,540 --> 00:33:17,410 that really we want to 909 00:33:17,410 --> 00:33:19,160 figure out in the entire process 910 00:33:19,160 --> 00:33:23,100 is really, are you a good fit to Harambee policies 911 00:33:23,100 --> 00:33:25,890 to the Harambee culture? Because we understand it's 912 00:33:25,890 --> 00:33:27,630 not really about... Even if 913 00:33:27,630 --> 00:33:29,210 you can have a call 914 00:33:29,210 --> 00:33:30,820 center experience, but are you a good 915 00:33:30,820 --> 00:33:32,430 fit to what we stand 916 00:33:32,430 --> 00:33:33,960 for as Harambee. Hence, our 917 00:33:33,960 --> 00:33:35,740 recruitment. Hence, we believe that 918 00:33:35,740 --> 00:33:37,500 anyone and everyone who's in 919 00:33:37,500 --> 00:33:39,760 this organization is really a 920 00:33:39,760 --> 00:33:41,140 fit because they went through 921 00:33:41,140 --> 00:33:42,330 all these steps to make 922 00:33:42,330 --> 00:33:43,860 sure that they do fit 923 00:33:43,860 --> 00:33:46,990 into our culture. That's wonderful. 924 00:33:47,400 --> 00:33:49,470 Yeah, it's a great model 925 00:33:50,350 --> 00:33:53,190 on how contact center or 926 00:33:53,190 --> 00:33:54,940 outbound call center could be 927 00:33:55,300 --> 00:33:58,090 managed and ran and the 928 00:33:58,090 --> 00:33:59,170 quality of service that you 929 00:33:59,170 --> 00:34:00,480 guys give to your candidates 930 00:34:00,480 --> 00:34:03,180 is just amazing. It's a 931 00:34:03,180 --> 00:34:07,080 fantastic program. Absolutely. Thank you. 932 00:34:07,080 --> 00:34:09,390 Thank you. If we wrap 933 00:34:09,390 --> 00:34:10,730 up here, just want to 934 00:34:10,730 --> 00:34:12,430 give them a couple of summary 935 00:34:12,450 --> 00:34:13,390 points at the end of this 936 00:34:13,990 --> 00:34:15,510 On- demand webinar here about 937 00:34:15,510 --> 00:34:16,980 hiring the right people for 938 00:34:16,980 --> 00:34:18,920 your business, which Neli, you 939 00:34:18,920 --> 00:34:21,780 just talked about that, about that they're 940 00:34:22,630 --> 00:34:23,450 a good fit for your 941 00:34:23,450 --> 00:34:26,230 culture. Customer service can be 942 00:34:26,230 --> 00:34:28,530 tough, so reward your advisors, 943 00:34:28,530 --> 00:34:30,250 agents, representatives, make sure that 944 00:34:30,250 --> 00:34:33,650 they feel like they're being 945 00:34:33,650 --> 00:34:34,880 rewarded for the work that 946 00:34:34,880 --> 00:34:36,760 they do and being acknowledged 947 00:34:36,760 --> 00:34:37,550 for how hard it can 948 00:34:37,550 --> 00:34:40,540 be sometimes. And CX and 949 00:34:40,540 --> 00:34:42,500 customer service work together for 950 00:34:42,500 --> 00:34:45,500 brand loyalty, so sometimes people 951 00:34:45,500 --> 00:34:46,940 kind of mix in customer 952 00:34:46,940 --> 00:34:48,840 experience and customer service into 953 00:34:48,840 --> 00:34:50,970 the same bucket, but they're actually 954 00:34:50,970 --> 00:34:53,580 different things and they actually 955 00:34:53,580 --> 00:34:56,620 work together for company loyalty 956 00:34:56,620 --> 00:35:01,340 and creating those great experiences 957 00:35:01,930 --> 00:35:03,900 that make the customers come 958 00:35:03,900 --> 00:35:06,380 back. And then usually using 959 00:35:06,620 --> 00:35:08,870 personalization to improve customer experience, 960 00:35:10,070 --> 00:35:11,550 not just deliver more ads 961 00:35:11,550 --> 00:35:13,430 or making them just a 962 00:35:13,430 --> 00:35:16,080 persona and making sure that, 963 00:35:16,330 --> 00:35:17,450 that stat we saw, that 964 00:35:17,750 --> 00:35:20,970 79% of people feel like 965 00:35:20,970 --> 00:35:22,730 they're a generic customer rather 966 00:35:22,730 --> 00:35:25,300 than a unique individual. And 967 00:35:25,430 --> 00:35:26,800 so using personalization to make 968 00:35:26,800 --> 00:35:30,140 them feel unique and that 969 00:35:30,140 --> 00:35:31,060 they're the only customer in 970 00:35:31,060 --> 00:35:33,260 the world, which I think 971 00:35:33,380 --> 00:35:34,460 Harambee does an amazing job 972 00:35:34,460 --> 00:35:35,310 at. And it's a great 973 00:35:35,310 --> 00:35:36,810 example of how that works. 974 00:35:37,120 --> 00:35:38,450 We do have an ebook 975 00:35:38,450 --> 00:35:39,500 that goes along with this 976 00:35:39,500 --> 00:35:40,450 webinar, if you'd like more 977 00:35:40,450 --> 00:35:42,480 information. It's called Customer Service 978 00:35:42,480 --> 00:35:44,050 Best Practices and we'll provide 979 00:35:44,050 --> 00:35:45,600 the link here in the 980 00:35:45,600 --> 00:35:47,420 window, but it goes into 981 00:35:47,420 --> 00:35:50,450 each one of these habits 982 00:35:50,450 --> 00:35:51,870 or these successful habits in 983 00:35:51,870 --> 00:35:53,730 a deeper way. And it 984 00:35:53,730 --> 00:35:54,990 also has quotes from our 985 00:35:54,990 --> 00:35:57,570 CX Heroes and some advice 986 00:35:57,570 --> 00:35:58,630 from our CX Heroes about 987 00:35:58,630 --> 00:35:59,520 how they do it, or 988 00:35:59,750 --> 00:36:01,190 experiences that they've had. So 989 00:36:01,180 --> 00:36:04,110 it's a great resource. It actually 990 00:36:04,110 --> 00:36:05,050 just showed up on our 991 00:36:05,050 --> 00:36:06,590 top 10 list at Genesys 992 00:36:06,590 --> 00:36:09,320 for most viewed content. So 993 00:36:09,320 --> 00:36:10,900 your peers are downloading it. 994 00:36:11,240 --> 00:36:12,080 So I would advise you 995 00:36:12,080 --> 00:36:12,840 to take a look and 996 00:36:12,840 --> 00:36:14,210 see what you think. And 997 00:36:14,210 --> 00:36:15,520 then just one quick note, 998 00:36:16,030 --> 00:36:17,130 we're always looking for great 999 00:36:17,130 --> 00:36:18,610 CX Hero stories. We'd love 1000 00:36:18,610 --> 00:36:20,630 for you to nominate a 1001 00:36:20,630 --> 00:36:22,320 customer service rep, a supervisor, 1002 00:36:22,320 --> 00:36:24,540 a manager, an agent, any 1003 00:36:24,540 --> 00:36:27,490 employee basically who's gone above 1004 00:36:27,490 --> 00:36:28,450 and beyond to provide great 1005 00:36:28,450 --> 00:36:30,880 customer service. And we'll provide 1006 00:36:30,880 --> 00:36:31,850 the URL here at the 1007 00:36:31,850 --> 00:36:33,590 end of the session as 1008 00:36:33,590 --> 00:36:36,790 well. Neli and Thapelo, it's 1009 00:36:36,790 --> 00:36:37,690 been so great to see 1010 00:36:37,690 --> 00:36:38,520 you both and talk to 1011 00:36:38,520 --> 00:36:42,280 you both again. We can't 1012 00:36:42,280 --> 00:36:43,510 wait this long next time 1013 00:36:43,510 --> 00:36:44,490 to chat. We need to 1014 00:36:44,490 --> 00:36:47,480 do it sooner. Absolutely. Thank 1015 00:36:47,480 --> 00:36:48,740 you so much, Jill. Nice 1016 00:36:48,740 --> 00:36:51,370 seeing you. Thank you for 1017 00:36:51,370 --> 00:36:53,340 all your great insights and 1018 00:36:53,670 --> 00:36:55,650 for your wonderful organization that's 1019 00:36:55,650 --> 00:36:58,270 changing people's lives. We'll stay 1020 00:36:58,270 --> 00:37:00,080 in contact and talk soon 1021 00:37:00,650 --> 00:37:01,480 and thanks to everyone who 1022 00:37:01,480 --> 00:37:03,260 watched today. We'll have more 1023 00:37:03,260 --> 00:37:05,560 of the CX Hero webinar series coming 1024 00:37:05,560 --> 00:37:08,090 up, so continue to stay 1025 00:37:08,090 --> 00:37:09,370 on to this channel and 1026 00:37:09,370 --> 00:37:10,310 we'll add more on a 1027 00:37:10,310 --> 00:37:11,660 regular basis and you can 1028 00:37:11,660 --> 00:37:13,460 hear more from the managers 1029 00:37:13,540 --> 00:37:15,070 and agents and advisors who 1030 00:37:15,070 --> 00:37:16,050 are actually doing the work 1031 00:37:16,050 --> 00:37:17,520 every day. Thank you so 1032 00:37:17,520 --> 00:37:18,220 much and have a great 1033 00:37:18,220 --> 00:37:20,620 day. Bye, Jill.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001km16QAA"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud [cutoff co_thick="2px"][webinarschedulesingle] Deliver truly personalized experiences with industry leaders Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. Join us for this exclusive webinar to learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Achieve security and scale via a proven customer experience platform Move from on-premises to the cloud with confidence Leverage existing Genesys and Microsoft investments to maximize experiences Move to the cloud and gain the control and efficiencies that the Genesys EngageTM product and Microsoft Azure provide together.[cutoff co_thick="2px"]1 00:00:10,850 --> 00:00:12,540 Good morning, evening and afternoon, 2 00:00:12,540 --> 00:00:14,360 everyone. Josh Reed here from 3 00:00:14,360 --> 00:00:15,530 the Digital Events Team here 4 00:00:15,530 --> 00:00:16,410 at Genesys, and I'll be 5 00:00:16,410 --> 00:00:17,450 one of your moderators for 6 00:00:17,450 --> 00:00:19,540 today's webcast. I'll start by 7 00:00:19,540 --> 00:00:21,160 saying welcome. Thank you all 8 00:00:21,160 --> 00:00:23,430 for joining today's webcast Genesys 9 00:00:23,430 --> 00:00:26,160 Engage in Microsoft Azure, transform 10 00:00:26,420 --> 00:00:28,170 your customer experience in the 11 00:00:28,170 --> 00:00:30,140 cloud. I'm actually going to 12 00:00:30,140 --> 00:00:32,140 hand things off to our 13 00:00:32,270 --> 00:00:33,790 other moderator today. We have 14 00:00:33,790 --> 00:00:35,790 Bobbi Chester, the senior director 15 00:00:35,790 --> 00:00:36,720 of product marketing here at 16 00:00:36,740 --> 00:00:38,390 Genesys. Bobbi, the floor is 17 00:00:38,390 --> 00:00:40,450 yours. Take it away. Awesome, 18 00:00:40,450 --> 00:00:42,860 Josh, thank you. Everybody again, 19 00:00:42,860 --> 00:00:43,890 thank you very much for 20 00:00:43,890 --> 00:00:45,340 joining us today. We have 21 00:00:45,620 --> 00:00:47,270 a ton of information that 22 00:00:47,270 --> 00:00:48,330 we want to share with 23 00:00:48,330 --> 00:00:49,890 you on the Microsoft and 24 00:00:49,890 --> 00:00:52,740 Genesys partnership. To do so, 25 00:00:52,740 --> 00:00:54,270 we have two gentlemen joining 26 00:00:54,270 --> 00:00:56,650 us today. Jeff Wise, my 27 00:00:56,650 --> 00:00:58,900 colleague here at Genesys, as 28 00:00:58,900 --> 00:01:00,580 well as David Totten. With 29 00:01:01,680 --> 00:01:02,960 that, we wanted to start 30 00:01:02,960 --> 00:01:04,020 out learning a little bit 31 00:01:04,020 --> 00:01:06,370 more about you. We're going 32 00:01:06,370 --> 00:01:08,040 to kick this off with 33 00:01:08,040 --> 00:01:10,670 our first poll question. The 34 00:01:10,670 --> 00:01:12,100 question is along the line 35 00:01:12,120 --> 00:01:14,370 is, what is your biggest 36 00:01:14,370 --> 00:01:16,940 contact center challenge? For those 37 00:01:16,940 --> 00:01:17,580 of you who have been 38 00:01:17,580 --> 00:01:18,750 in the industry for a 39 00:01:18,750 --> 00:01:21,690 long time, certainly there are 40 00:01:21,710 --> 00:01:24,590 typically more than one opportunities 41 00:01:24,810 --> 00:01:26,470 that you're currently looking at, 42 00:01:26,720 --> 00:01:29,410 but with that, we've narrowed 43 00:01:29,410 --> 00:01:30,960 it down to these five. 44 00:01:31,460 --> 00:01:33,450 We're really curious to see, 45 00:01:33,860 --> 00:01:35,180 at this point in time, 46 00:01:35,180 --> 00:01:36,240 if there's any one of 47 00:01:36,240 --> 00:01:37,690 these in particular, that's going 48 00:01:37,690 --> 00:01:39,170 to rise to the surface, 49 00:01:39,460 --> 00:01:41,120 and will be something that 50 00:01:41,320 --> 00:01:43,870 you're looking at dealing with. 51 00:01:44,610 --> 00:01:45,690 I'm going to pause for 52 00:01:45,690 --> 00:01:47,610 just one more moment, let 53 00:01:47,610 --> 00:01:49,420 a few more people answer. 54 00:01:54,020 --> 00:01:56,370 Great, with that, let's take 55 00:01:56,370 --> 00:01:57,680 a look and see what 56 00:01:57,680 --> 00:02:01,450 our results are. Not enough 57 00:02:01,450 --> 00:02:05,270 staff is incredibly low. Just 58 00:02:05,440 --> 00:02:07,610 the increasing costs of everything 59 00:02:07,610 --> 00:02:09,330 that is within the contact center. 60 00:02:10,570 --> 00:02:12,210 Looking for better self- service, 61 00:02:12,500 --> 00:02:15,700 IVR mobile, interesting that certainly 62 00:02:15,700 --> 00:02:17,500 half of you have answered 63 00:02:17,500 --> 00:02:18,870 along the line of delivering 64 00:02:18,870 --> 00:02:20,670 that personalized customer experience, which 65 00:02:20,670 --> 00:02:23,060 is actually quite brilliant and 66 00:02:23,060 --> 00:02:25,100 an excellent segue into getting 67 00:02:25,100 --> 00:02:26,660 us started because that really 68 00:02:26,660 --> 00:02:28,530 is the key to what 69 00:02:28,530 --> 00:02:29,590 we're going to be discussing 70 00:02:29,590 --> 00:02:31,880 today. On that note, thank 71 00:02:31,880 --> 00:02:35,090 you for your participation in 72 00:02:35,090 --> 00:02:36,590 that. We're going to start 73 00:02:36,590 --> 00:02:38,350 off today by talking about, 74 00:02:38,730 --> 00:02:42,080 specifically, personalization and how that 75 00:02:42,080 --> 00:02:44,730 is a customer experience differentiator. 76 00:02:45,570 --> 00:02:46,690 Jeff, we're going to start 77 00:02:46,690 --> 00:02:49,300 with you. Thanks, Bobbi, and 78 00:02:49,600 --> 00:02:50,590 thanks for the opportunity to 79 00:02:50,590 --> 00:02:52,030 talk too. Great to have everyone 80 00:02:52,030 --> 00:02:55,970 online and joining us. Personalization, 81 00:02:56,060 --> 00:02:57,450 it's great to see on 82 00:02:57,720 --> 00:02:59,030 the poll question that this 83 00:02:59,030 --> 00:03:02,110 was one of the predominant topics that 84 00:03:02,170 --> 00:03:04,220 is a challenge for business. 85 00:03:05,350 --> 00:03:06,410 It is a massive business 86 00:03:06,410 --> 00:03:08,630 challenge because one of the 87 00:03:08,630 --> 00:03:11,100 things that in the move 88 00:03:11,100 --> 00:03:13,460 to digital, what has happened 89 00:03:13,460 --> 00:03:15,230 is the cost of acquiring 90 00:03:15,560 --> 00:03:17,410 customers has gone down rapidly. 91 00:03:17,700 --> 00:03:18,170 If we just look at 92 00:03:18,200 --> 00:03:19,410 all the digital channels and 93 00:03:19,410 --> 00:03:20,900 self- service, it's really a 94 00:03:20,900 --> 00:03:23,120 lot easier for businesses to 95 00:03:23,120 --> 00:03:25,250 acquire customers, but on the 96 00:03:25,250 --> 00:03:27,280 flip side, at the same 97 00:03:27,280 --> 00:03:29,010 time, it's just as easy 98 00:03:29,010 --> 00:03:31,050 for consumers to switch. Even 99 00:03:31,050 --> 00:03:32,260 if we looked at say 100 00:03:32,500 --> 00:03:34,240 the ride sharing industry, like 101 00:03:34,250 --> 00:03:36,230 Uber, Lyft, and others, we 102 00:03:36,230 --> 00:03:39,180 can chop and change our 103 00:03:39,180 --> 00:03:41,670 application that we use for ride 104 00:03:41,670 --> 00:03:43,580 sharing. It's just so easy. 105 00:03:44,550 --> 00:03:46,680 In a really busy market, 106 00:03:46,840 --> 00:03:56,070 what is the thing that's going to differentiate businesses? That is really the core of what we're talking about when we talk about personalization, is how to really 107 00:03:56,070 --> 00:03:57,940 look at creating that differentiation, 108 00:03:58,290 --> 00:04:01,270 which will drive the experience, but also 109 00:04:01,270 --> 00:04:06,610 drive loyalty as well. Let's 110 00:04:06,610 --> 00:04:09,960 go down- was from Microsoft point 111 00:04:09,960 --> 00:04:10,930 of view. Thanks again for 112 00:04:10,930 --> 00:04:12,420 letting us participate in here. 113 00:04:13,120 --> 00:04:14,520 We see this across platforms. 114 00:04:14,860 --> 00:04:16,770 If you've done enterprise software, 115 00:04:17,610 --> 00:04:19,360 use cases for a long 116 00:04:19,360 --> 00:04:21,280 time, there's some dominant players 117 00:04:21,280 --> 00:04:23,330 in the industry. There's a 118 00:04:23,330 --> 00:04:24,330 lot of people that use 119 00:04:24,330 --> 00:04:25,950 different Microsoft products, whether it's 120 00:04:25,950 --> 00:04:28,460 Word, it's Office, it's Windows 121 00:04:28,460 --> 00:04:30,860 Server, SQL server. Now, these 122 00:04:30,860 --> 00:04:31,850 products are becoming a little 123 00:04:31,850 --> 00:04:33,840 bit more ubiquitous and fluid 124 00:04:33,840 --> 00:04:34,910 with how people can leverage 125 00:04:34,910 --> 00:04:36,170 them and update them over 126 00:04:36,170 --> 00:04:38,190 time. Again, how do you 127 00:04:38,190 --> 00:04:40,740 keep a customer loyal when 128 00:04:40,740 --> 00:04:43,080 the cost of switching technologies 129 00:04:43,080 --> 00:04:44,310 is going down for an 130 00:04:44,310 --> 00:04:46,380 end customer. How do you 131 00:04:46,380 --> 00:04:47,930 make sure that they stick 132 00:04:47,930 --> 00:04:49,640 with you as a solution 133 00:04:49,640 --> 00:04:50,770 provider through the thick and 134 00:04:50,990 --> 00:04:53,390 thin of your product's maturation 135 00:04:53,390 --> 00:04:55,750 process? We're seeing the need 136 00:04:55,750 --> 00:04:57,340 to get products to market faster, 137 00:04:57,970 --> 00:04:59,730 but then obviously if something 138 00:04:59,730 --> 00:05:01,510 goes wrong, customers are looking 139 00:05:01,510 --> 00:05:03,200 to switch out quicker than 140 00:05:03,200 --> 00:05:04,230 they ever have before, and 141 00:05:04,230 --> 00:05:06,170 they won't stay there longer. 142 00:05:06,380 --> 00:05:07,900 Jeff, with that, talk to 143 00:05:07,900 --> 00:05:09,280 us a little bit about how you think about 144 00:05:09,280 --> 00:05:12,580 differentiation as one of those 145 00:05:12,580 --> 00:05:15,530 differentiators that you can have in the marketplace. No, 146 00:05:15,530 --> 00:05:19,110 thanks, David. What we should 147 00:05:19,110 --> 00:05:19,920 do is really take one 148 00:05:19,920 --> 00:05:22,510 step back. Why is this 149 00:05:22,510 --> 00:05:23,870 such an important mission for 150 00:05:23,870 --> 00:05:25,900 Genesys and Microsoft? Because it 151 00:05:25,900 --> 00:05:28,070 actually all starts with people. 152 00:05:28,850 --> 00:05:30,340 People all around the world, 153 00:05:30,770 --> 00:05:32,140 people all around the world 154 00:05:32,410 --> 00:05:36,010 who interact with companies. They 155 00:05:36,010 --> 00:05:37,010 all want to feel special. 156 00:05:37,070 --> 00:05:38,640 They want to feel unique, 157 00:05:39,040 --> 00:05:40,470 and they want to feel that 158 00:05:40,470 --> 00:05:42,100 the companies that they're interacting 159 00:05:42,100 --> 00:05:44,110 with really know them, that 160 00:05:44,110 --> 00:05:45,720 they understand them, but more 161 00:05:45,720 --> 00:05:47,960 importantly, they have history and 162 00:05:48,440 --> 00:05:52,930 context with them. It really 163 00:05:52,930 --> 00:05:57,310 starts with an individual. This 164 00:05:57,310 --> 00:05:58,370 is really the idea of 165 00:05:59,380 --> 00:06:01,860 personalizing, because what we want 166 00:06:01,860 --> 00:06:03,040 to do is personalize the 167 00:06:03,040 --> 00:06:06,080 experience. At a deeper level, 168 00:06:06,360 --> 00:06:08,060 what it really means, it 169 00:06:08,060 --> 00:06:10,590 starts with empathy. It's about 170 00:06:10,590 --> 00:06:12,800 creating a personal bond between 171 00:06:12,800 --> 00:06:15,020 an individual interacting with that 172 00:06:15,020 --> 00:06:16,610 company or an employee of 173 00:06:16,610 --> 00:06:20,050 that company. Genesys and Microsoft 174 00:06:20,120 --> 00:06:21,480 have brought all this technology 175 00:06:21,480 --> 00:06:22,660 together to be able to 176 00:06:22,910 --> 00:06:24,530 allow and create what we 177 00:06:24,530 --> 00:06:26,860 believe are these important, empathetic 178 00:06:26,860 --> 00:06:29,320 moments, and that, when you 179 00:06:29,320 --> 00:06:31,320 have empathy, it leads to 180 00:06:31,320 --> 00:06:32,870 trust and it leads to 181 00:06:32,870 --> 00:06:35,470 loyalty. Because we all know, 182 00:06:35,550 --> 00:06:36,610 when you create a one- 183 00:06:36,610 --> 00:06:38,010 on- one relationship, and we 184 00:06:38,010 --> 00:06:39,130 all know this in our 185 00:06:39,130 --> 00:06:42,660 own daily lives. The more 186 00:06:42,660 --> 00:06:44,690 I know about you and the 187 00:06:44,730 --> 00:06:45,900 more I understand about your 188 00:06:45,900 --> 00:06:48,960 situation, and when I can 189 00:06:48,960 --> 00:06:51,210 have that empathetic connection, it 190 00:06:51,210 --> 00:06:52,780 really just leads to a 191 00:06:52,780 --> 00:06:55,420 better outcome. That's what we call 192 00:06:55,420 --> 00:06:57,960 experiences as a service. That's 193 00:06:57,960 --> 00:07:02,580 how personalization empathy, really driving 194 00:07:02,580 --> 00:07:05,380 that connection, creating that trust, 195 00:07:05,430 --> 00:07:08,390 creating loyalty will then ensure 196 00:07:08,390 --> 00:07:10,800 that that switching costs doesn't 197 00:07:10,910 --> 00:07:12,760 become an issue because that 198 00:07:13,350 --> 00:07:17,030 personalized experience is ensuring that 199 00:07:17,030 --> 00:07:19,410 loyalty. Yeah. Let me add 200 00:07:20,500 --> 00:07:22,110 to that quickly, Jeff. It's interesting because 201 00:07:22,110 --> 00:07:23,580 now, it used to be, 202 00:07:24,010 --> 00:07:25,850 if a customer felt like 203 00:07:25,900 --> 00:07:28,160 the company knew them, or 204 00:07:28,160 --> 00:07:30,010 remembered their information, or had 205 00:07:30,010 --> 00:07:31,180 their details, or had their 206 00:07:31,180 --> 00:07:32,680 preferences while coming in the 207 00:07:32,680 --> 00:07:34,080 door, that used to be 208 00:07:34,080 --> 00:07:35,100 almost a nice to have, 209 00:07:35,100 --> 00:07:36,130 or a great tab. That's 210 00:07:36,130 --> 00:07:38,020 a great experience to have. 211 00:07:38,020 --> 00:07:38,900 Now it's becoming a little 212 00:07:39,050 --> 00:07:40,010 bit more of an expectation. 213 00:07:42,130 --> 00:07:43,420 The power of the internet 214 00:07:43,420 --> 00:07:44,690 and how we engage with 215 00:07:44,690 --> 00:07:46,710 different services across the internet 216 00:07:47,050 --> 00:07:49,420 and mobile technologies now has 217 00:07:49,420 --> 00:07:52,600 created this expectation that companies 218 00:07:52,600 --> 00:07:53,620 we interact with, who we 219 00:07:53,620 --> 00:07:54,650 share data with, who we 220 00:07:54,650 --> 00:07:56,650 transact with, know who I 221 00:07:56,650 --> 00:07:58,190 am, what my preferences are 222 00:07:58,190 --> 00:07:58,900 and what I want to 223 00:07:58,900 --> 00:07:59,750 do when I come into 224 00:07:59,750 --> 00:08:02,960 their platform. It's not just necessarily 225 00:08:02,960 --> 00:08:04,320 experiences as a service. I 226 00:08:04,320 --> 00:08:05,810 always call it experience as 227 00:08:05,810 --> 00:08:08,120 an expectation that we want 228 00:08:10,020 --> 00:08:12,280 that personalized approach that anybody 229 00:08:12,280 --> 00:08:13,170 that we interact with, or 230 00:08:13,170 --> 00:08:14,320 that we have commerce with, 231 00:08:14,640 --> 00:08:15,910 really knows who we are, 232 00:08:15,910 --> 00:08:17,180 why I'm at their platform 233 00:08:17,180 --> 00:08:18,140 and what I want to 234 00:08:18,140 --> 00:08:20,930 do with them. Oh, 100% 235 00:08:20,930 --> 00:08:25,820 David. The research confirms this, 236 00:08:25,820 --> 00:08:31,490 that organizations that grow the 237 00:08:31,490 --> 00:08:34,860 personalization and establish loyalty is 238 00:08:34,860 --> 00:08:37,590 good for business. The Harvard 239 00:08:37,590 --> 00:08:39,460 business review here has confirmed 240 00:08:39,460 --> 00:08:41,200 that. There's lots of other 241 00:08:41,750 --> 00:08:43,920 strong research that just shows, 242 00:08:44,470 --> 00:08:45,650 when you start with the 243 00:08:45,720 --> 00:08:48,870 customer experience and create loyalty, 244 00:08:49,380 --> 00:08:50,650 it's not just good for 245 00:08:50,650 --> 00:08:52,150 the customer, but it's great 246 00:08:52,150 --> 00:08:52,980 for the business. Over to 247 00:08:57,150 --> 00:08:59,320 you, Bobbi. Awesome. On that, and 248 00:08:59,870 --> 00:09:01,160 David I'll tag onto the 249 00:09:01,160 --> 00:09:01,900 end of what you said. 250 00:09:01,900 --> 00:09:03,140 I know one of my, 251 00:09:03,910 --> 00:09:04,930 I forget the gentleman who 252 00:09:05,120 --> 00:09:06,100 tagged the line, but one of my 253 00:09:06,100 --> 00:09:08,690 favorite sayings is, " Your last 254 00:09:08,690 --> 00:09:11,540 best customer experience is now 255 00:09:11,730 --> 00:09:14,780 the basis for the customer 256 00:09:14,780 --> 00:09:16,280 experience you have going forward." 257 00:09:17,270 --> 00:09:18,890 That really is the reality 258 00:09:18,890 --> 00:09:20,270 that we live in, in 259 00:09:20,270 --> 00:09:21,420 this world is, I had 260 00:09:21,420 --> 00:09:22,760 that great one yesterday. Okay, 261 00:09:22,760 --> 00:09:23,960 now it's just simply my 262 00:09:23,960 --> 00:09:27,420 expectation. That brings us to 263 00:09:27,420 --> 00:09:29,880 topic number two, which is 264 00:09:30,330 --> 00:09:33,350 customer experience and personalization best 265 00:09:33,350 --> 00:09:35,180 practices, because certainly this isn't 266 00:09:35,180 --> 00:09:37,120 anything that is brand new 267 00:09:37,120 --> 00:09:38,370 trying to get to that 268 00:09:38,370 --> 00:09:41,330 personalization. Jeff, if you wanted 269 00:09:41,330 --> 00:09:42,360 to start out, just sharing 270 00:09:42,360 --> 00:09:43,720 a little bit about some 271 00:09:43,940 --> 00:09:44,610 of the ideas that you 272 00:09:44,610 --> 00:09:46,620 had on personalization best practices. 273 00:09:47,470 --> 00:09:52,720 No, thanks Bobbi. Imagine, as 274 00:09:52,720 --> 00:09:54,040 a customer of an organization 275 00:09:54,040 --> 00:09:56,490 that's interacting, if I could 276 00:09:56,490 --> 00:09:57,630 tick all these boxes in 277 00:09:57,630 --> 00:10:02,480 my experience, where that me 278 00:10:02,840 --> 00:10:04,360 and what's important to me, 279 00:10:04,360 --> 00:10:08,130 and imagine that I can 280 00:10:08,130 --> 00:10:11,000 actually be helped in not 281 00:10:11,000 --> 00:10:12,680 having to repeat myself, or 282 00:10:12,680 --> 00:10:14,560 more importantly, the journey that 283 00:10:14,560 --> 00:10:17,660 I've gone through. Or even 284 00:10:17,660 --> 00:10:20,410 where, proactively, before I even 285 00:10:20,410 --> 00:10:21,450 pick up the phone or 286 00:10:21,450 --> 00:10:22,770 get on the website that 287 00:10:23,150 --> 00:10:24,110 you've actually reached out to 288 00:10:24,110 --> 00:10:25,540 me because you've preempted my 289 00:10:25,540 --> 00:10:26,710 situation. It might be a 290 00:10:26,710 --> 00:10:28,960 seasonal situation, or I might 291 00:10:28,960 --> 00:10:32,180 have a billing challenge. It's 292 00:10:32,180 --> 00:10:33,430 all about how we want 293 00:10:33,430 --> 00:10:35,180 to feel in that moment 294 00:10:35,920 --> 00:10:37,580 and the type of experience that 295 00:10:37,580 --> 00:10:39,570 we would normally expect. But 296 00:10:40,440 --> 00:10:42,180 usually, we're quite surprised if 297 00:10:42,180 --> 00:10:43,490 that happens. What we want 298 00:10:43,490 --> 00:10:44,420 to do is raise the 299 00:10:44,420 --> 00:10:47,610 bar and help our customers 300 00:10:48,010 --> 00:10:49,720 drive these types of experiences 301 00:10:50,150 --> 00:10:51,780 and really create that loyalty 302 00:10:51,780 --> 00:10:54,420 that we were talking about. It's really 303 00:10:54,710 --> 00:10:57,220 across that entire customer journey 304 00:10:57,520 --> 00:11:00,150 that every interaction is providing 305 00:11:03,130 --> 00:11:05,490 that best experience. Understanding the history, the context, and personalizing that 306 00:11:05,800 --> 00:11:07,500 interaction. That could be through 307 00:11:07,500 --> 00:11:10,060 self- service or assistance by 308 00:11:10,060 --> 00:11:11,930 automated bots or finding the 309 00:11:12,060 --> 00:11:13,980 best live agent to assist, 310 00:11:14,400 --> 00:11:15,950 and even helping that agent 311 00:11:15,950 --> 00:11:16,910 to give you the best 312 00:11:16,910 --> 00:11:19,060 recommendation without them having to 313 00:11:19,060 --> 00:11:21,080 research it. This is really 314 00:11:21,080 --> 00:11:25,370 about enriching that experience. David 315 00:11:25,620 --> 00:11:31,830 tell us about Microsoft and how they're creating these experiences. Microsoft's ecosystem 316 00:11:31,830 --> 00:11:33,110 of touch points, whether it's 317 00:11:33,470 --> 00:11:34,520 through a sales team, a 318 00:11:34,520 --> 00:11:36,490 support mechanism, whether it's a 319 00:11:36,490 --> 00:11:38,140 web property or a dial 320 00:11:38,140 --> 00:11:38,930 in, or it could be 321 00:11:38,930 --> 00:11:40,120 one of our Microsoft stores, 322 00:11:40,120 --> 00:11:42,060 our retail footprint, we collect 323 00:11:42,060 --> 00:11:43,420 data from so many different 324 00:11:43,420 --> 00:11:45,780 points on a customer's experience and what 325 00:11:46,020 --> 00:11:47,300 we would consider their journey 326 00:11:47,710 --> 00:11:49,300 with the company and with 327 00:11:49,300 --> 00:11:50,520 our products and services. But 328 00:11:51,230 --> 00:11:52,660 to be able to aggregate all that 329 00:11:52,660 --> 00:11:53,990 information and serve it up 330 00:11:54,280 --> 00:11:55,200 through a single pane to 331 00:11:55,200 --> 00:11:56,800 really drive that personalization is 332 00:11:56,850 --> 00:11:58,800 something that's really, really important 333 00:11:58,800 --> 00:12:00,480 to us. We view customer 334 00:12:00,480 --> 00:12:03,400 support as not necessarily an 335 00:12:03,400 --> 00:12:05,360 operating cost or a cost 336 00:12:05,360 --> 00:12:06,290 center, but we actually think 337 00:12:06,290 --> 00:12:07,010 about it a little bit more 338 00:12:07,010 --> 00:12:08,700 as a profit center and 339 00:12:08,700 --> 00:12:09,970 how we can generate that 340 00:12:09,970 --> 00:12:11,440 true end to end customer 341 00:12:11,440 --> 00:12:12,830 loyal experience that the want to 342 00:12:12,830 --> 00:12:14,150 do more with our business. 343 00:12:14,500 --> 00:12:15,770 Now, I know for one, 344 00:12:16,050 --> 00:12:18,300 as I'm working on, and 345 00:12:18,300 --> 00:12:20,180 I personally, whether it's an 346 00:12:20,180 --> 00:12:21,870 airline or a credit card 347 00:12:22,980 --> 00:12:23,980 or any sort of service 348 00:12:23,980 --> 00:12:25,670 that I leverage, I hate 349 00:12:25,670 --> 00:12:27,560 going into phone trees. I 350 00:12:27,560 --> 00:12:28,840 always think about it in 351 00:12:28,840 --> 00:12:31,720 three different categories. One, if 352 00:12:31,720 --> 00:12:33,100 I call into a customer 353 00:12:33,100 --> 00:12:34,620 support center, do they know 354 00:12:34,620 --> 00:12:35,420 who I am, and do they 355 00:12:35,420 --> 00:12:36,600 know the history of my 356 00:12:36,600 --> 00:12:38,360 account in my relationship with 357 00:12:38,360 --> 00:12:39,700 them? That's the first thing 358 00:12:39,940 --> 00:12:40,410 because I don't want to 359 00:12:40,410 --> 00:12:41,550 repeat my name and my 360 00:12:41,550 --> 00:12:43,020 address and why I'm calling 361 00:12:43,020 --> 00:12:43,890 again, and what my phone 362 00:12:43,890 --> 00:12:44,670 number is and how many 363 00:12:44,670 --> 00:12:45,610 people are on my plan. 364 00:12:46,330 --> 00:12:47,200 The second thing I want 365 00:12:47,200 --> 00:12:48,020 to know is, I want 366 00:12:48,020 --> 00:12:49,960 quick routing to the right 367 00:12:49,960 --> 00:12:51,850 subject matter expert. I need 368 00:12:51,850 --> 00:12:52,680 to be able to get 369 00:12:52,680 --> 00:12:55,090 there more efficiently. I found 370 00:12:55,090 --> 00:12:56,960 that phone trees sometimes can 371 00:12:56,960 --> 00:12:58,360 actually help with that automation 372 00:12:58,360 --> 00:12:59,530 process as long as the 373 00:12:59,530 --> 00:13:01,920 selection criteria is correct. Then 374 00:13:01,920 --> 00:13:02,880 the third thing that I've 375 00:13:02,880 --> 00:13:03,900 found when I call in 376 00:13:03,900 --> 00:13:04,860 personally at these things is, 377 00:13:04,860 --> 00:13:05,910 I want, whenever I do 378 00:13:05,910 --> 00:13:08,540 find some expertise, whether it's 379 00:13:08,540 --> 00:13:10,320 automated in content or whether 380 00:13:10,320 --> 00:13:11,440 it's a live agent that 381 00:13:11,440 --> 00:13:12,820 they're trained and they understand, 382 00:13:12,820 --> 00:13:14,180 and they've got great recommendations 383 00:13:15,260 --> 00:13:16,270 of where probably to take that 384 00:13:16,270 --> 00:13:18,920 sport scenario. What Microsoft has 385 00:13:18,920 --> 00:13:20,100 done is really hone in 386 00:13:20,100 --> 00:13:21,300 on those three things yet. 387 00:13:21,600 --> 00:13:23,480 We've really honed in on 388 00:13:23,480 --> 00:13:25,310 what those specific examples are 389 00:13:25,560 --> 00:13:26,660 of how to actually take 390 00:13:26,660 --> 00:13:28,530 a platform, figure out ways 391 00:13:28,530 --> 00:13:30,180 to aggregate across multiple touch 392 00:13:30,180 --> 00:13:31,090 points, so we serve up 393 00:13:31,090 --> 00:13:32,190 a single pane of glass, 394 00:13:32,420 --> 00:13:33,900 make sure that we optimize 395 00:13:33,900 --> 00:13:35,140 and we leverage AI and 396 00:13:35,140 --> 00:13:37,280 machine learning to optimize. How 397 00:13:37,280 --> 00:13:38,150 do you take all those 398 00:13:38,150 --> 00:13:39,830 contact points to really beef 399 00:13:39,830 --> 00:13:41,560 up the support process and 400 00:13:41,560 --> 00:13:43,550 that triage process to get 401 00:13:43,550 --> 00:13:44,940 through that tree faster to 402 00:13:44,940 --> 00:13:46,530 the right subject matter expertise. Then 403 00:13:47,240 --> 00:13:48,960 we leverage the call volumes 404 00:13:48,960 --> 00:13:50,530 and the typical subject areas 405 00:13:50,530 --> 00:13:51,920 where people have scenarios that they want to 406 00:13:52,360 --> 00:13:54,440 talk through to actually build 407 00:13:54,440 --> 00:13:56,240 up an onboarding plan and 408 00:13:56,240 --> 00:13:57,500 a training regimen for the 409 00:13:57,500 --> 00:13:58,470 people in the agents that 410 00:13:58,470 --> 00:13:59,360 we do staff the call 411 00:13:59,360 --> 00:14:01,330 center with. The more impactful 412 00:14:01,330 --> 00:14:02,470 each of those three pillars 413 00:14:02,470 --> 00:14:03,640 are and how we build 414 00:14:03,640 --> 00:14:05,390 that content and that process 415 00:14:05,390 --> 00:14:06,430 on top of the Genesys 416 00:14:06,480 --> 00:14:08,540 platform here internally, then obviously 417 00:14:08,540 --> 00:14:10,010 drives a much better customer 418 00:14:10,010 --> 00:14:11,300 experience and make sure that 419 00:14:11,520 --> 00:14:13,120 customers don't view, " Oh no, 420 00:14:13,120 --> 00:14:14,100 I have to call Microsoft 421 00:14:14,100 --> 00:14:16,310 support again," as a burden, 422 00:14:16,310 --> 00:14:17,000 they see it as an 423 00:14:17,000 --> 00:14:18,800 opportunity to gain some information 424 00:14:18,800 --> 00:14:20,460 and then hopefully, have a 425 00:14:20,460 --> 00:14:24,560 better experience with our products. Thanks, 426 00:14:24,560 --> 00:14:29,480 David. Let's talk about digital 427 00:14:29,480 --> 00:14:30,760 transformation. Do you want to 428 00:14:31,170 --> 00:14:35,230 take us through that? that I'll 429 00:14:35,230 --> 00:14:36,770 just highlight. These are scenarios, 430 00:14:36,770 --> 00:14:38,010 and this is what I personally love 431 00:14:38,010 --> 00:14:39,940 about the Genesys platform. A 432 00:14:39,940 --> 00:14:40,930 little sidebar here about the 433 00:14:40,930 --> 00:14:43,250 platform itself. When you get 434 00:14:43,250 --> 00:14:45,090 one single pane through Genesys, 435 00:14:45,090 --> 00:14:46,050 to be able to actually 436 00:14:46,050 --> 00:14:47,300 measure all your touch points, 437 00:14:47,360 --> 00:14:50,160 web, call, text, email, in- 438 00:14:50,160 --> 00:14:51,300 person visits, and you can 439 00:14:51,300 --> 00:14:52,280 merge that into one data 440 00:14:52,280 --> 00:14:53,900 platform, and then serve it 441 00:14:53,900 --> 00:14:55,870 up through this integrated customer 442 00:14:55,870 --> 00:14:57,640 contact center, you get the 443 00:14:57,640 --> 00:14:59,560 opportunity then to do customization and drive 444 00:14:59,560 --> 00:15:00,660 analytics on top of it. 445 00:15:00,720 --> 00:15:01,450 I'll just call out a 446 00:15:01,450 --> 00:15:03,090 couple of these. The first, the 447 00:15:03,090 --> 00:15:05,750 multichannel, omnichannel is an amazing 448 00:15:05,750 --> 00:15:07,030 experience for us. We've been 449 00:15:07,030 --> 00:15:09,020 able to capture and streamline 450 00:15:09,020 --> 00:15:10,940 templates that we offer up 451 00:15:10,940 --> 00:15:12,370 online and in our call 452 00:15:12,370 --> 00:15:14,740 centers, so that we've reduced 453 00:15:14,740 --> 00:15:17,300 the volume of options for 454 00:15:17,430 --> 00:15:18,500 how do we segment and 455 00:15:18,500 --> 00:15:20,200 triage different questions that come 456 00:15:20,200 --> 00:15:21,190 into our call center? That's 457 00:15:21,190 --> 00:15:23,140 really important. Again, the more 458 00:15:23,140 --> 00:15:24,610 efficient that triage and path 459 00:15:24,610 --> 00:15:26,500 to success is, the better 460 00:15:26,500 --> 00:15:27,380 that experience is going to be for the customer. 461 00:15:28,520 --> 00:15:30,680 That omni- channel multichannel support 462 00:15:30,960 --> 00:15:32,430 that wherever the customer touches 463 00:15:32,430 --> 00:15:33,050 us, we can put it 464 00:15:33,050 --> 00:15:34,160 into the same data environments 465 00:15:34,510 --> 00:15:35,820 and drive a triaged process 466 00:15:35,820 --> 00:15:39,520 off of that, very, very important for that experience. The 467 00:15:39,520 --> 00:15:40,680 second thing I'll say is 468 00:15:40,770 --> 00:15:41,480 we're doing a lot more 469 00:15:41,480 --> 00:15:43,160 virtual agent and agent assist 470 00:15:43,160 --> 00:15:44,630 type work, which is, if 471 00:15:44,630 --> 00:15:45,950 we can do analytics on 472 00:15:45,950 --> 00:15:47,010 top of the data to see 473 00:15:47,010 --> 00:15:48,400 where the majority of questions 474 00:15:48,400 --> 00:15:49,770 are coming in, we can 475 00:15:49,770 --> 00:15:52,360 then proactively provide solutions through 476 00:15:52,360 --> 00:15:54,640 this virtual agent business work. One of 477 00:15:55,310 --> 00:15:56,470 the scenarios on the poll 478 00:15:56,470 --> 00:15:58,070 questions earlier was about increasing 479 00:15:58,070 --> 00:15:59,770 costs that are related to 480 00:15:59,770 --> 00:16:01,630 a call center. Doing virtual 481 00:16:01,630 --> 00:16:03,450 work and leveraging smarter bot 482 00:16:03,670 --> 00:16:05,310 infrastructure on top of Genesys 483 00:16:05,310 --> 00:16:06,910 as a contact management platform 484 00:16:06,970 --> 00:16:09,350 really helps you reduce that 485 00:16:09,350 --> 00:16:11,010 overhead required to run a 486 00:16:11,010 --> 00:16:12,350 cost center, because you're able 487 00:16:12,350 --> 00:16:12,620 to do a lot of 488 00:16:12,960 --> 00:16:14,250 this leveraging the technology and 489 00:16:14,300 --> 00:16:15,790 analytics that are in place. 490 00:16:16,700 --> 00:16:17,430 Then the final thing I 491 00:16:17,430 --> 00:16:19,120 would say is repeat caller. 492 00:16:19,660 --> 00:16:21,670 We all have that experience of a 493 00:16:21,670 --> 00:16:22,960 repeat caller. I'm a repeat 494 00:16:22,960 --> 00:16:25,030 caller on some services that I 495 00:16:25,030 --> 00:16:26,950 have questions on. Being able 496 00:16:26,950 --> 00:16:27,820 to make sure that the 497 00:16:27,820 --> 00:16:29,930 personalized experience of that repeat caller, 498 00:16:29,930 --> 00:16:30,700 that we know what they 499 00:16:30,700 --> 00:16:32,310 called about last month, that 500 00:16:32,310 --> 00:16:33,500 we understand when they had 501 00:16:33,500 --> 00:16:34,550 a great experience with us, 502 00:16:34,950 --> 00:16:36,350 what was the actual triage 503 00:16:36,350 --> 00:16:38,530 process? What was the decision 504 00:16:38,530 --> 00:16:39,430 tree that got them to 505 00:16:39,430 --> 00:16:40,600 a specific agent that was 506 00:16:40,840 --> 00:16:41,640 able to address their question? 507 00:16:41,640 --> 00:16:44,410 We can take those as 508 00:16:44,410 --> 00:16:45,900 an individual case by case 509 00:16:45,900 --> 00:16:48,300 basis, leverage the Genesys platform 510 00:16:48,300 --> 00:16:49,660 powered by Azure to actually 511 00:16:49,660 --> 00:16:51,440 drive analytics and workflow on 512 00:16:51,440 --> 00:16:52,560 top of that so that we 513 00:16:52,560 --> 00:16:54,100 can then customize that path 514 00:16:54,100 --> 00:16:56,160 for that individual. We know 515 00:16:56,160 --> 00:16:57,440 they're coming in, we know 516 00:16:57,440 --> 00:16:59,090 their information, we know what 517 00:16:59,090 --> 00:17:00,180 they've had questions on or 518 00:17:00,180 --> 00:17:01,490 concerns on, or they've given 519 00:17:01,490 --> 00:17:03,250 us even confidence in the 520 00:17:03,250 --> 00:17:04,780 past, and we can curate 521 00:17:05,010 --> 00:17:06,640 an individual experience on top 522 00:17:06,640 --> 00:17:08,170 of the platform that is 523 00:17:08,170 --> 00:17:09,940 invisible to them. They just 524 00:17:09,940 --> 00:17:11,110 know that they call and 525 00:17:11,110 --> 00:17:12,840 they get, " Hi. Welcome, David. 526 00:17:13,050 --> 00:17:14,150 Last time you called about 527 00:17:14,150 --> 00:17:16,160 billing. Did a similar situation 528 00:17:16,160 --> 00:17:17,050 happened this month, or would 529 00:17:17,050 --> 00:17:18,100 you like to discuss something 530 00:17:18,100 --> 00:17:20,300 different?" Something that's simple with 531 00:17:20,300 --> 00:17:21,570 making sure that we can address 532 00:17:21,570 --> 00:17:23,310 repeat callers as true repeat 533 00:17:23,310 --> 00:17:26,170 customers into our platform helps alleviate 534 00:17:26,170 --> 00:17:27,050 the stress of having to 535 00:17:27,050 --> 00:17:28,070 call in and start that 536 00:17:28,070 --> 00:17:29,140 process all over again for 537 00:17:29,140 --> 00:17:30,390 a lot of people. Those 538 00:17:30,390 --> 00:17:31,830 are just three examples of 539 00:17:31,830 --> 00:17:32,580 where we've been able to 540 00:17:32,580 --> 00:17:34,160 take the Genesys platform and 541 00:17:34,160 --> 00:17:35,930 drive some specific innovation and analytics 542 00:17:36,200 --> 00:17:37,300 on top of it to 543 00:17:37,300 --> 00:17:38,470 build up that workflow and 544 00:17:38,470 --> 00:17:40,230 subject matter expertise, and then 545 00:17:40,230 --> 00:17:42,170 obviously increased customer loyalty through 546 00:17:42,170 --> 00:17:44,940 the platform. Right. To me, 547 00:17:45,160 --> 00:17:46,520 David, especially your third point, 548 00:17:46,640 --> 00:17:48,850 really brings forward the power 549 00:17:48,850 --> 00:17:51,300 of having that context. You 550 00:17:51,300 --> 00:17:52,530 have the context of what 551 00:17:52,530 --> 00:17:54,010 they had done before, they're 552 00:17:54,010 --> 00:17:56,370 here again, just taking that 553 00:17:56,370 --> 00:17:58,210 data and making it actionable 554 00:17:58,560 --> 00:18:00,020 to make it back to 555 00:18:00,020 --> 00:18:02,570 the personalized experience. That's really 556 00:18:02,940 --> 00:18:04,820 the magic behind the scene 557 00:18:04,920 --> 00:18:06,260 of how all that works. 558 00:18:06,720 --> 00:18:07,770 Yeah. I would add to 559 00:18:07,770 --> 00:18:09,870 that, this isn't just about, hey, can we 560 00:18:09,870 --> 00:18:11,650 do this faster? There's real 561 00:18:11,650 --> 00:18:13,240 hard metrics involved here. We're 562 00:18:13,240 --> 00:18:15,030 talking about hundreds of thousands of 563 00:18:15,030 --> 00:18:16,270 touch points with customers on 564 00:18:16,270 --> 00:18:18,420 a daily basis. How do 565 00:18:18,420 --> 00:18:20,700 we save money from customer 566 00:18:20,700 --> 00:18:22,810 support and that triage process? 567 00:18:23,050 --> 00:18:24,440 How do we increase the 568 00:18:24,440 --> 00:18:26,270 average revenue per customer that 569 00:18:26,270 --> 00:18:27,680 comes into our support center? 570 00:18:29,180 --> 00:18:30,230 We're Microsoft so we have to 571 00:18:30,230 --> 00:18:31,950 have metrics behind everything. We've 572 00:18:31,950 --> 00:18:33,450 been able to save millions 573 00:18:33,450 --> 00:18:35,440 of dollars in cost savings 574 00:18:35,440 --> 00:18:36,990 within our customer support center. 575 00:18:37,200 --> 00:18:38,640 We've been able to triple, 576 00:18:38,910 --> 00:18:40,170 in some scenarios in some 577 00:18:40,170 --> 00:18:42,360 product lines, our revenue potential 578 00:18:42,360 --> 00:18:43,640 out of a customer by 579 00:18:43,640 --> 00:18:44,880 just having a better customer 580 00:18:44,880 --> 00:18:47,180 support experience. If you think about 581 00:18:47,610 --> 00:18:49,480 a global footprint like Microsoft 582 00:18:49,480 --> 00:18:51,810 has with tens of thousands 583 00:18:51,810 --> 00:18:53,140 of properties that are touching 584 00:18:53,140 --> 00:18:55,390 different customers in different mechanisms, 585 00:18:55,780 --> 00:18:57,060 getting that all into one 586 00:18:57,060 --> 00:18:58,410 integrated platform and in an 587 00:18:58,410 --> 00:18:59,950 efficient way, that's safe and 588 00:18:59,950 --> 00:19:01,460 secure, and then being able 589 00:19:01,460 --> 00:19:02,670 to drive this, again, not 590 00:19:02,670 --> 00:19:03,830 as a cost center, but 591 00:19:03,830 --> 00:19:04,870 as a profit center for 592 00:19:04,870 --> 00:19:06,350 the company, that has been 593 00:19:06,350 --> 00:19:08,210 a remarkable transformation that we've 594 00:19:08,210 --> 00:19:09,440 experienced with Genesys over the 595 00:19:09,440 --> 00:19:11,020 past couple of years. Right. 596 00:19:11,080 --> 00:19:11,590 Because it always felt like 597 00:19:11,590 --> 00:19:12,860 in the past, the reality 598 00:19:12,860 --> 00:19:13,850 was always that some of 599 00:19:13,850 --> 00:19:15,580 those things were mutually exclusive. 600 00:19:15,820 --> 00:19:17,070 I could only save money 601 00:19:17,160 --> 00:19:19,010 if I decreased my customer 602 00:19:19,010 --> 00:19:20,900 experience, or I could only 603 00:19:20,900 --> 00:19:22,760 increase revenue if I spent 604 00:19:22,760 --> 00:19:24,130 more, and really the scenario 605 00:19:24,130 --> 00:19:25,470 you are talking about is 606 00:19:25,660 --> 00:19:27,210 it really is the best 607 00:19:27,210 --> 00:19:30,540 of both. Excellent. On that, I'm 608 00:19:30,540 --> 00:19:32,270 going to take us to 609 00:19:32,270 --> 00:19:35,910 our next poll question. This 610 00:19:35,910 --> 00:19:37,740 time, what we're curious about, 611 00:19:38,080 --> 00:19:38,590 for the folks that are 612 00:19:38,590 --> 00:19:41,520 participating is, which of this 613 00:19:41,520 --> 00:19:43,370 best describes your current contact 614 00:19:43,370 --> 00:19:46,090 center environment. There's a hint 615 00:19:46,090 --> 00:19:47,240 here is, this is where 616 00:19:47,240 --> 00:19:48,620 we are heading to the 617 00:19:48,770 --> 00:19:51,360 next topic. But really, we'd 618 00:19:51,360 --> 00:19:53,050 like to know where your 619 00:19:54,010 --> 00:19:55,950 current reality is. We know 620 00:19:55,950 --> 00:19:57,420 what all this technology first 621 00:19:57,420 --> 00:19:59,910 came about. The only way 622 00:19:59,910 --> 00:20:01,390 to consume was on premise, 623 00:20:01,390 --> 00:20:03,670 and certainly for, especially very 624 00:20:03,670 --> 00:20:06,790 large organizations, that is certainly 625 00:20:07,740 --> 00:20:09,340 still reality and still make 626 00:20:09,340 --> 00:20:11,080 sense. There are some that 627 00:20:11,080 --> 00:20:12,450 are in that in between 628 00:20:12,450 --> 00:20:14,360 and others that are fully 629 00:20:14,360 --> 00:20:16,640 cloud. Just curious as to 630 00:20:16,640 --> 00:20:19,600 where this audience stands with 631 00:20:19,600 --> 00:20:21,440 that. Let me jump to 632 00:20:22,210 --> 00:20:25,220 the results. All right. There 633 00:20:25,230 --> 00:20:26,590 we go. We have, over 634 00:20:26,590 --> 00:20:27,910 half that are still on 635 00:20:27,910 --> 00:20:31,320 prem, a good 30% still 636 00:20:31,320 --> 00:20:33,410 in between, and about 10% 637 00:20:33,410 --> 00:20:35,270 better that are on cloud. 638 00:20:35,410 --> 00:20:38,200 Excellent. With that, I am 639 00:20:38,200 --> 00:20:39,520 going to introduce our next 640 00:20:39,520 --> 00:20:41,530 topic, which is moving your 641 00:20:41,530 --> 00:20:43,530 context center to the cloud. 642 00:20:44,180 --> 00:20:45,880 Again, given just the poll 643 00:20:45,880 --> 00:20:48,980 result is certainly apropos for 644 00:20:48,980 --> 00:20:49,610 the folks that we have 645 00:20:49,610 --> 00:20:52,060 participating. On this one, David, if 646 00:20:52,060 --> 00:20:53,190 you'd like to start out. 647 00:20:54,010 --> 00:20:56,030 Yeah, it's interesting. Obviously, Microsoft 648 00:20:56,030 --> 00:20:57,350 has been in the on 649 00:20:57,350 --> 00:20:59,230 premises software world for a 650 00:20:59,230 --> 00:21:00,220 pretty long time. We've got 651 00:21:00,220 --> 00:21:02,410 a reasonable track record with 652 00:21:02,410 --> 00:21:04,700 companies in different geographies, different 653 00:21:04,700 --> 00:21:07,630 industries of delivering products on 654 00:21:07,630 --> 00:21:09,310 premises. We obviously believe in 655 00:21:09,310 --> 00:21:10,220 that model, we know we've 656 00:21:10,220 --> 00:21:11,790 worked at that model. What 657 00:21:11,790 --> 00:21:13,550 we've been able to see 658 00:21:13,550 --> 00:21:17,380 with this, frankly explosion, of 659 00:21:17,380 --> 00:21:19,710 data collection points, touch points 660 00:21:19,990 --> 00:21:21,360 is we've seen a need 661 00:21:21,360 --> 00:21:22,980 of greater scale and flexibility, 662 00:21:22,980 --> 00:21:23,980 which is why a lot 663 00:21:23,980 --> 00:21:25,160 of customers are starting to 664 00:21:25,160 --> 00:21:27,010 evaluate and even implement cloud- 665 00:21:27,010 --> 00:21:30,540 based technologies. I understand the 666 00:21:30,540 --> 00:21:32,290 concern there. If you've managed 667 00:21:32,290 --> 00:21:33,450 something within your own data 668 00:21:33,450 --> 00:21:34,450 center or your own IT 669 00:21:34,540 --> 00:21:36,070 environment, and then trying to 670 00:21:36,070 --> 00:21:38,390 move into somebody else's management 671 00:21:38,480 --> 00:21:39,960 infrastructure, it can be a 672 00:21:39,960 --> 00:21:41,430 little bit concerning. That's why 673 00:21:41,430 --> 00:21:43,270 we do see a lot 674 00:21:43,270 --> 00:21:44,440 of companies trying to do 675 00:21:44,440 --> 00:21:46,400 both, which is stick a 676 00:21:46,400 --> 00:21:47,570 toe in the water on 677 00:21:47,570 --> 00:21:48,810 what I should and how 678 00:21:48,810 --> 00:21:51,130 I should move technologies into 679 00:21:51,130 --> 00:21:53,820 the hybrid, or into the cloud 680 00:21:53,820 --> 00:21:55,280 environment while I still maintain 681 00:21:55,280 --> 00:21:57,180 some functions and features on 682 00:21:57,180 --> 00:22:00,620 premises. From our perspective, obviously 683 00:22:00,620 --> 00:22:01,810 Microsoft is here to support 684 00:22:01,810 --> 00:22:02,960 both of those scenarios, which 685 00:22:02,960 --> 00:22:03,910 is why our partnership with 686 00:22:03,910 --> 00:22:04,960 a company like Genesys has 687 00:22:04,960 --> 00:22:06,150 been so valuable to us. 688 00:22:06,420 --> 00:22:07,160 We know we've got a 689 00:22:07,160 --> 00:22:09,380 lot of on premises customers 690 00:22:09,380 --> 00:22:10,660 that need value out of 691 00:22:10,660 --> 00:22:12,220 a customer contact center, but 692 00:22:12,220 --> 00:22:13,100 we also know that the 693 00:22:13,100 --> 00:22:15,600 need and the volume, as 694 00:22:15,600 --> 00:22:17,810 well as that personalized experience, we 695 00:22:17,810 --> 00:22:19,020 need to be able to scale that. We 696 00:22:19,250 --> 00:22:22,170 need to do that in a secure data- driven approach. 697 00:22:22,630 --> 00:22:23,700 Because of the volume of 698 00:22:23,700 --> 00:22:25,460 touches, the volume of information that we're 699 00:22:25,460 --> 00:22:27,010 trying to exchange, that's why 700 00:22:27,010 --> 00:22:27,930 we see more and more 701 00:22:27,930 --> 00:22:30,200 hybrid implementations where you're doing 702 00:22:30,200 --> 00:22:31,490 some stuff on premises, but 703 00:22:31,480 --> 00:22:33,510 you're also starting to experience 704 00:22:34,020 --> 00:22:34,650 and use a little bit 705 00:22:34,810 --> 00:22:36,330 more functionality within the cloud. 706 00:22:36,800 --> 00:22:37,880 I know from our perspective, 707 00:22:37,880 --> 00:22:38,610 we obviously meet with a 708 00:22:38,610 --> 00:22:40,470 lot of CTOs and CIOs across the 709 00:22:40,470 --> 00:22:42,540 business. Hybrid has always been 710 00:22:42,540 --> 00:22:43,330 a key focus of their 711 00:22:43,330 --> 00:22:44,430 strategy. In fact, I don't 712 00:22:44,430 --> 00:22:46,360 know of one CTO or 713 00:22:46,440 --> 00:22:47,700 CIO that I've met in 714 00:22:47,700 --> 00:22:48,710 the past 10 years that 715 00:22:48,730 --> 00:22:49,670 has said, " Hey, I'm not 716 00:22:49,670 --> 00:22:50,850 interested in any cloud at 717 00:22:50,850 --> 00:22:52,260 all, but I'm also not 718 00:22:52,260 --> 00:22:53,880 going a hundred percent in 719 00:22:53,880 --> 00:22:56,070 on cloud workloads." I think 720 00:22:56,070 --> 00:22:57,020 it's a matter of what 721 00:22:57,020 --> 00:22:58,240 are you comfortable with, how 722 00:22:58,240 --> 00:22:59,400 can you prove out a 723 00:22:59,400 --> 00:23:01,470 construct, how can you make 724 00:23:01,470 --> 00:23:02,360 sure that you still have 725 00:23:02,360 --> 00:23:05,240 control over IT, but you can leverage 726 00:23:05,240 --> 00:23:07,560 somebody else's scale and security 727 00:23:07,560 --> 00:23:08,600 models, which is where we're 728 00:23:08,600 --> 00:23:10,120 seeing it. We're seeing more 729 00:23:10,120 --> 00:23:11,710 and more applications that are 730 00:23:11,710 --> 00:23:13,020 being run virtually or in 731 00:23:13,020 --> 00:23:15,670 a public cloud scenario. You'll 732 00:23:15,670 --> 00:23:17,840 see this, there's a hybrid 733 00:23:17,910 --> 00:23:19,410 approach here that's the majority. 734 00:23:19,410 --> 00:23:20,490 This slide right here is 735 00:23:20,490 --> 00:23:22,520 around 70% of people are 736 00:23:22,520 --> 00:23:24,010 pushing that as a primary 737 00:23:24,780 --> 00:23:27,370 strategy, but there's a little bit of a difference there 738 00:23:27,370 --> 00:23:28,790 between a private cloud versus 739 00:23:28,790 --> 00:23:29,820 something that you're hosting on 740 00:23:29,820 --> 00:23:31,330 your own versus a public 741 00:23:31,330 --> 00:23:34,440 cloud. You see the gigantic 742 00:23:34,440 --> 00:23:35,650 upswing in the past five 743 00:23:35,650 --> 00:23:37,130 years of public cloud adoption. 744 00:23:37,520 --> 00:23:38,960 The reason for that is, 745 00:23:38,960 --> 00:23:40,570 frankly, is about investment in 746 00:23:40,570 --> 00:23:42,500 the platform. I always have 747 00:23:42,500 --> 00:23:44,580 this conversation with CIOs that are 748 00:23:44,580 --> 00:23:45,810 nervous about moving into the 749 00:23:45,810 --> 00:23:47,280 cloud. I always ask them 750 00:23:47,280 --> 00:23:48,960 if they think that their 751 00:23:48,960 --> 00:23:50,450 company is investing more in R&D 752 00:23:51,160 --> 00:23:52,470 or security than a company 753 00:23:52,470 --> 00:23:55,300 like Microsoft would. We spend 754 00:23:55,500 --> 00:23:56,810 tens of billions of dollars 755 00:23:56,810 --> 00:23:58,420 a year in our infrastructure 756 00:23:58,620 --> 00:23:59,490 to make sure that it's 757 00:23:59,490 --> 00:24:01,270 secure, it's reliable and it's 758 00:24:01,280 --> 00:24:02,930 scalable, and it offers up 759 00:24:02,930 --> 00:24:04,700 services that then you can 760 00:24:04,700 --> 00:24:07,290 try, with a really low 761 00:24:07,290 --> 00:24:09,630 touch, efficient, quick mechanism, as 762 00:24:09,630 --> 00:24:10,830 opposed to having to buy, 763 00:24:10,830 --> 00:24:12,400 instead of new infrastructure on 764 00:24:12,400 --> 00:24:14,200 your own. That ability to 765 00:24:14,200 --> 00:24:16,000 leverage somebody else's scale in 766 00:24:16,000 --> 00:24:17,780 a quick format to do 767 00:24:18,120 --> 00:24:20,520 innovation and development work directly 768 00:24:20,520 --> 00:24:21,610 without having to purchase new 769 00:24:21,610 --> 00:24:24,110 hardware is one of the key benefits 770 00:24:24,190 --> 00:24:27,410 of the cloud. David, oh, 771 00:24:27,410 --> 00:24:30,700 sorry. Go ahead. to say that 772 00:24:30,920 --> 00:24:33,750 that is exactly the conversations 773 00:24:34,140 --> 00:24:35,670 we're having as well. It's 774 00:24:35,670 --> 00:24:37,100 actually one of our core 775 00:24:37,100 --> 00:24:38,610 pillars of our strategy, is 776 00:24:38,610 --> 00:24:40,130 to support our large premise 777 00:24:40,130 --> 00:24:43,240 number of customers to adopt 778 00:24:43,640 --> 00:24:46,720 and access innovation delivered through 779 00:24:46,720 --> 00:24:49,040 the cloud. That hybrid strategy 780 00:24:49,360 --> 00:24:51,210 of being able to access 781 00:24:51,210 --> 00:24:53,360 innovation in the cloud that 782 00:24:53,360 --> 00:24:54,680 Microsoft and Genesys are bringing 783 00:24:54,680 --> 00:24:56,940 together on Azure at the 784 00:24:56,940 --> 00:24:58,810 same time, helping them with 785 00:24:58,810 --> 00:25:00,580 a pathway so they can 786 00:25:00,660 --> 00:25:03,370 leverage their current investment on 787 00:25:03,370 --> 00:25:06,210 premise and phase and access 788 00:25:06,210 --> 00:25:07,990 today, but more importantly, have 789 00:25:07,990 --> 00:25:09,260 a pathway to move further 790 00:25:09,260 --> 00:25:10,970 into the cloud as their 791 00:25:11,960 --> 00:25:14,370 company needs and requirements change. 792 00:25:15,510 --> 00:25:18,180 That's exactly right. Everybody should 793 00:25:18,270 --> 00:25:19,320 be asking why cloud, and 794 00:25:19,320 --> 00:25:20,220 the number one thing is going to 795 00:25:20,220 --> 00:25:21,940 be scale. It's going to be scale 796 00:25:21,940 --> 00:25:23,340 and velocity in the market. 797 00:25:23,590 --> 00:25:24,690 You can spin up a 798 00:25:24,690 --> 00:25:27,340 cloud service much more, easily, 799 00:25:27,340 --> 00:25:29,890 cheaper, more efficient with greater 800 00:25:29,890 --> 00:25:32,240 integration quicker than you can 801 00:25:32,240 --> 00:25:33,360 build out in your own 802 00:25:33,360 --> 00:25:34,350 data center or your own 803 00:25:34,350 --> 00:25:35,970 on premises environment. As you 804 00:25:35,970 --> 00:25:37,630 think about a ton of 805 00:25:37,630 --> 00:25:38,470 data that needs to be 806 00:25:38,470 --> 00:25:39,410 processed, do you want to 807 00:25:39,410 --> 00:25:41,530 configure create, procure a server, 808 00:25:41,530 --> 00:25:42,070 or do you want to 809 00:25:42,070 --> 00:25:43,990 leverage somebody else's servers? The 810 00:25:43,990 --> 00:25:45,600 process turns it down from 811 00:25:45,600 --> 00:25:46,840 a month long to set 812 00:25:46,840 --> 00:25:48,110 the IT environment up to 813 00:25:48,110 --> 00:25:49,790 literally a process that you could 814 00:25:49,790 --> 00:25:53,050 implement in five minutes with 815 00:25:53,050 --> 00:25:55,640 much greater efficiency. The other 816 00:25:55,640 --> 00:25:56,510 thing that I always talk 817 00:25:56,510 --> 00:25:57,840 about with the cloud and something 818 00:25:57,840 --> 00:25:59,270 like a public cloud environment 819 00:25:59,270 --> 00:26:00,840 like Azure, being that we're 820 00:26:00,840 --> 00:26:02,530 the number one global provider 821 00:26:02,530 --> 00:26:03,860 of cloud services, we're in 822 00:26:03,920 --> 00:26:06,500 all of these different geographic locations, 823 00:26:06,510 --> 00:26:08,340 we've got data centers. We 824 00:26:08,340 --> 00:26:10,270 really believe in three fundamental 825 00:26:10,360 --> 00:26:12,060 scenarios. The first is about 826 00:26:12,060 --> 00:26:14,610 security. We are known as 827 00:26:14,610 --> 00:26:17,160 an enterprise company. The data 828 00:26:17,160 --> 00:26:18,820 and how we treat and manage 829 00:26:18,820 --> 00:26:20,340 the data is secure and 830 00:26:20,340 --> 00:26:21,880 companies rely on that. At the end of 831 00:26:22,170 --> 00:26:22,870 the day, if they have 832 00:26:22,870 --> 00:26:24,790 a data breach, that's a 833 00:26:25,070 --> 00:26:27,410 huge customer loyalty dissatisfaction issue. 834 00:26:28,070 --> 00:26:29,160 Oftentimes, we're seeing a lot 835 00:26:29,160 --> 00:26:30,380 of companies migrate to Azure 836 00:26:30,380 --> 00:26:31,450 just because they want to 837 00:26:31,450 --> 00:26:32,240 make sure that they've got 838 00:26:32,240 --> 00:26:34,100 best in class security processes 839 00:26:34,480 --> 00:26:35,680 and they've got best in 840 00:26:35,900 --> 00:26:39,120 class access management processes that 841 00:26:39,120 --> 00:26:41,020 they're able to enable. The 842 00:26:41,250 --> 00:26:42,950 second thing is around compliance. 843 00:26:43,350 --> 00:26:44,420 There are so many different 844 00:26:44,420 --> 00:26:45,600 international buyers. Now, if I 845 00:26:45,600 --> 00:26:47,120 think about companies and how 846 00:26:47,120 --> 00:26:48,320 people are interacting with their 847 00:26:48,320 --> 00:26:50,180 platform, it's no longer just 848 00:26:50,180 --> 00:26:52,960 a small geographic footprint. The 849 00:26:52,960 --> 00:26:53,960 goal of every company is to 850 00:26:54,050 --> 00:26:55,740 have a global user base 851 00:26:55,740 --> 00:26:59,020 or customer base. Companies interacting 852 00:26:59,020 --> 00:27:00,440 or customers interacting with your 853 00:27:00,450 --> 00:27:04,190 product across multiple locations, really, 854 00:27:04,190 --> 00:27:06,360 really important, as you think 855 00:27:06,360 --> 00:27:08,020 about, are we meeting local 856 00:27:08,030 --> 00:27:09,870 compliancy requirements, or whatever that 857 00:27:09,870 --> 00:27:11,030 government is or whatever that 858 00:27:11,030 --> 00:27:13,350 reporting agency is. Microsoft has 859 00:27:13,350 --> 00:27:15,770 all kinds of compliancy certifications. 860 00:27:15,950 --> 00:27:17,510 Think about healthcare and federal 861 00:27:17,510 --> 00:27:20,710 scenarios and international trade scenarios. 862 00:27:21,520 --> 00:27:22,500 Our data center and how 863 00:27:22,500 --> 00:27:24,270 we treat, manage, protect and 864 00:27:24,270 --> 00:27:26,410 secure data is compliant across 865 00:27:26,410 --> 00:27:29,100 all of those scenarios. The third 866 00:27:29,100 --> 00:27:29,960 scenario, I would say it's 867 00:27:29,960 --> 00:27:32,640 truly about scalability and reliability. 868 00:27:32,730 --> 00:27:34,290 We're a global footprint, obviously 869 00:27:34,290 --> 00:27:35,130 you see a slide here 870 00:27:35,130 --> 00:27:35,930 with some of our data 871 00:27:35,930 --> 00:27:38,300 center footprints, but I'll give 872 00:27:38,300 --> 00:27:39,590 you the perfect example of 873 00:27:39,590 --> 00:27:41,350 why customers and partners are 874 00:27:41,350 --> 00:27:42,260 moving more and more of 875 00:27:42,260 --> 00:27:43,630 their infrastructure to the cloud. 876 00:27:44,030 --> 00:27:45,000 I'd love to say it's 877 00:27:45,410 --> 00:27:46,520 always because of the work 878 00:27:46,520 --> 00:27:47,780 that we're doing, obviously with 879 00:27:47,780 --> 00:27:50,410 our investments and infrastructure, but 880 00:27:50,410 --> 00:27:52,040 it also relies on the fact that there are a 881 00:27:52,040 --> 00:27:53,070 ton of other companies that 882 00:27:53,070 --> 00:27:54,140 are doing the exact same 883 00:27:54,140 --> 00:27:56,400 thing. The access to actually 884 00:27:56,400 --> 00:27:58,420 integrate your product and what 885 00:27:58,420 --> 00:28:00,220 you're doing with other products 886 00:28:00,220 --> 00:28:01,560 that are in Azure. That 887 00:28:01,560 --> 00:28:04,190 integration and scalability through the whole 888 00:28:04,190 --> 00:28:06,250 partner and product ecosystem becomes 889 00:28:06,250 --> 00:28:07,990 much more easier. If you 890 00:28:07,990 --> 00:28:09,550 think about customers wanting to 891 00:28:09,550 --> 00:28:11,490 know who you are, have 892 00:28:11,490 --> 00:28:13,830 that personalized experience, they don't just 893 00:28:14,060 --> 00:28:14,960 want it in your platform, 894 00:28:15,280 --> 00:28:16,030 they want it in every 895 00:28:16,030 --> 00:28:19,160 platform, and they would love to see that integration happening, and the 896 00:28:19,160 --> 00:28:20,740 cloud breaks those barriers down, 897 00:28:20,740 --> 00:28:22,390 where you can actually implement 898 00:28:22,440 --> 00:28:24,310 a product, be integrated on a public 899 00:28:24,660 --> 00:28:25,780 cloud, and they get access 900 00:28:25,780 --> 00:28:27,050 to other ISVs or other 901 00:28:27,050 --> 00:28:28,550 products that you then can 902 00:28:28,550 --> 00:28:30,250 have a seamless experience going 903 00:28:30,250 --> 00:28:31,990 in between with, and I think that's really the 904 00:28:31,990 --> 00:28:33,860 benefit that we've seen with Genesys and 905 00:28:33,860 --> 00:28:35,340 Azure. A user can pop 906 00:28:35,340 --> 00:28:37,250 into an Office 365 account, 907 00:28:37,620 --> 00:28:38,790 but then can immediately go 908 00:28:38,790 --> 00:28:40,900 into their Genesys platform, and all 909 00:28:41,000 --> 00:28:42,140 of their credentials, who they 910 00:28:42,140 --> 00:28:43,750 work for, what their organization 911 00:28:43,750 --> 00:28:45,180 is, is replicated in that 912 00:28:45,180 --> 00:28:46,910 exact same environment. That's the 913 00:28:46,910 --> 00:28:48,530 power of cloud scalability and 914 00:28:48,530 --> 00:28:49,360 how we want to integrate 915 00:28:49,360 --> 00:28:52,140 across different products. The final 916 00:28:52,140 --> 00:28:53,880 thing I would say on the 917 00:28:53,880 --> 00:28:55,770 power of Azure is this 918 00:28:56,110 --> 00:28:58,410 foundation at scale, to make 919 00:28:58,410 --> 00:29:00,210 sure that we're secure. We've 920 00:29:00,210 --> 00:29:01,870 got the physical data center, 921 00:29:01,950 --> 00:29:03,250 we've got this global cloud 922 00:29:03,250 --> 00:29:04,560 infrastructure out there, and then 923 00:29:04,560 --> 00:29:06,210 we've got this operational security 924 00:29:06,210 --> 00:29:08,210 that happens at the forefront. 925 00:29:08,700 --> 00:29:10,980 When we were first launching 926 00:29:10,980 --> 00:29:13,240 our cloud footprint, several years 927 00:29:13,240 --> 00:29:14,640 ago, we didn't have data 928 00:29:14,640 --> 00:29:16,680 centers in every geographic location. 929 00:29:17,490 --> 00:29:19,480 The latency or the availability 930 00:29:19,480 --> 00:29:21,210 of data getting to you 931 00:29:21,210 --> 00:29:22,440 at the local environment was 932 00:29:22,440 --> 00:29:23,640 very challenging. If you think about 933 00:29:23,990 --> 00:29:24,960 that as a customer contact 934 00:29:24,960 --> 00:29:26,470 center, you can't really log 935 00:29:26,470 --> 00:29:27,870 into a customer profile and 936 00:29:27,870 --> 00:29:29,320 then watch that spinning wheel 937 00:29:29,320 --> 00:29:30,390 while you're trying to pull 938 00:29:30,390 --> 00:29:33,010 data across geographic time zones. 939 00:29:33,310 --> 00:29:34,650 Now, because we've got all 940 00:29:34,650 --> 00:29:35,920 these different data centers over 941 00:29:35,920 --> 00:29:37,610 a hundred now worldwide, and 942 00:29:37,610 --> 00:29:39,310 because we're replicating backup data 943 00:29:39,310 --> 00:29:40,780 in a constant basis between 944 00:29:40,780 --> 00:29:42,700 data centers, you always have 945 00:29:42,740 --> 00:29:45,400 super high availability scenarios where 946 00:29:45,400 --> 00:29:47,850 data and customer experiences are seamless 947 00:29:48,040 --> 00:29:49,670 and they're connected. You're always 948 00:29:49,670 --> 00:29:52,030 connected to the latest best 949 00:29:52,030 --> 00:29:53,970 in time information about your 950 00:29:53,970 --> 00:29:55,900 customer and your experience. That 951 00:29:55,900 --> 00:29:57,390 not only obviously improves the 952 00:29:57,390 --> 00:29:59,870 customer experience, improves your employee experience 953 00:30:00,700 --> 00:30:01,750 for how they're leveraging the 954 00:30:01,750 --> 00:30:02,830 tools and how they have 955 00:30:02,830 --> 00:30:08,610 access to information. Excellent. With 956 00:30:08,610 --> 00:30:10,580 that, I'm going to move us 957 00:30:10,580 --> 00:30:12,190 to the topic, which is 958 00:30:12,910 --> 00:30:13,970 just one certainly I know 959 00:30:13,970 --> 00:30:14,960 all of us at Genesys are 960 00:30:14,960 --> 00:30:16,780 very proud of, is that 961 00:30:16,860 --> 00:30:19,040 Microsoft is one of our, 962 00:30:19,520 --> 00:30:20,500 by all means, smart key 963 00:30:20,500 --> 00:30:23,070 customers. David, Jeff, I don't 964 00:30:23,070 --> 00:30:23,360 know if you want to 965 00:30:23,360 --> 00:30:24,590 share a little bit about 966 00:30:24,910 --> 00:30:26,730 Microsoft as a Genesys customer. 967 00:30:27,780 --> 00:30:29,030 Yeah. What I will say 968 00:30:29,030 --> 00:30:30,500 is we've used Genesys and 969 00:30:30,500 --> 00:30:32,030 the Genesys platform for years, 970 00:30:32,060 --> 00:30:33,220 and I'll tell you the 971 00:30:33,220 --> 00:30:34,620 three reasons why is one, 972 00:30:34,990 --> 00:30:35,810 it's an all in one 973 00:30:35,810 --> 00:30:37,180 shop, and that's the simplest way 974 00:30:37,660 --> 00:30:38,450 I can put it. It 975 00:30:38,450 --> 00:30:40,940 captures data and touches across 976 00:30:40,940 --> 00:30:43,070 multiple, that omni- channel experience 977 00:30:43,070 --> 00:30:44,160 and helps us aggregate it. 978 00:30:44,900 --> 00:30:47,320 Number two, the customization that 979 00:30:47,320 --> 00:30:48,130 we're allowed to do on 980 00:30:48,130 --> 00:30:50,160 top of that is really important 981 00:30:50,160 --> 00:30:50,900 for us. I talked about some of 982 00:30:51,480 --> 00:30:52,440 the analytics that we can 983 00:30:52,440 --> 00:30:53,910 drive out of Genesys to 984 00:30:53,910 --> 00:30:55,410 figure out better scripting for 985 00:30:55,410 --> 00:30:57,020 the repeat college scenario, as 986 00:30:57,050 --> 00:30:58,390 an example. The fact that 987 00:30:58,390 --> 00:30:59,730 we can leverage the data and 988 00:31:00,100 --> 00:31:01,760 the infrastructure within Genesys to 989 00:31:01,760 --> 00:31:03,570 develop smarter bots and virtual 990 00:31:03,570 --> 00:31:05,890 assistants and virtual agent work 991 00:31:05,890 --> 00:31:07,840 is really, really important. How 992 00:31:07,840 --> 00:31:09,270 we take the Genesys platform 993 00:31:09,270 --> 00:31:11,530 and then can use the analytics and information that 994 00:31:11,530 --> 00:31:13,040 we're capturing there to make 995 00:31:13,040 --> 00:31:14,840 the entire experience ecosystem better 996 00:31:15,370 --> 00:31:16,370 is a lot more valuable 997 00:31:16,370 --> 00:31:18,530 for us. Then number three, 998 00:31:19,090 --> 00:31:20,610 the Genesys platform is secure, 999 00:31:20,830 --> 00:31:22,900 it's reliable, and it actually 1000 00:31:22,900 --> 00:31:24,400 does all the functionality that 1001 00:31:24,400 --> 00:31:25,090 we need it to do. 1002 00:31:25,090 --> 00:31:26,540 If you think about working 1003 00:31:26,540 --> 00:31:29,050 through a customer contact scenarios 1004 00:31:29,050 --> 00:31:30,190 and how we're helping. Yeah, 1005 00:31:30,190 --> 00:31:32,140 we've been a Genesys customer 1006 00:31:32,140 --> 00:31:33,170 for a long time. In 1007 00:31:33,270 --> 00:31:35,120 fact, when I think about the 1008 00:31:35,120 --> 00:31:36,780 volume of activity that we've 1009 00:31:36,780 --> 00:31:38,580 managed through that infrastructure, I 1010 00:31:38,580 --> 00:31:40,500 mean 73 million calls per 1011 00:31:40,500 --> 00:31:41,880 year, by the way, this 1012 00:31:41,880 --> 00:31:44,480 slide is from January. That's 1013 00:31:44,480 --> 00:31:45,510 already up to over 80 1014 00:31:45,510 --> 00:31:46,920 million calls now, is our 1015 00:31:46,920 --> 00:31:48,020 run rate right now per 1016 00:31:48,020 --> 00:31:49,620 year, which is incredible. We 1017 00:31:49,620 --> 00:31:52,680 now train over 32,000 agents 1018 00:31:52,680 --> 00:31:54,500 on an annual basis of 1019 00:31:54,500 --> 00:31:55,750 how they need to support 1020 00:31:55,930 --> 00:31:58,120 and interact with customers. These 1021 00:31:58,120 --> 00:32:00,740 are dispersed across 160 different 1022 00:32:00,740 --> 00:32:02,720 countries with different language and 1023 00:32:02,720 --> 00:32:05,270 localization scenarios. We've got now 1024 00:32:05,270 --> 00:32:07,340 85 call centers that we 1025 00:32:07,340 --> 00:32:09,110 actually take direct integration with 1026 00:32:09,110 --> 00:32:10,750 customers. In fact, one of 1027 00:32:10,750 --> 00:32:12,400 our sales teams is now 1028 00:32:12,400 --> 00:32:13,660 primarily driven out of a 1029 00:32:13,660 --> 00:32:15,500 call center where we're actually 1030 00:32:15,500 --> 00:32:18,230 delivering customer relationships and technology 1031 00:32:18,230 --> 00:32:20,240 pitches through a call center 1032 00:32:20,240 --> 00:32:22,560 infrastructure. How we embed our 1033 00:32:22,560 --> 00:32:24,410 product sales strategy and our 1034 00:32:24,410 --> 00:32:26,280 pricing terms into the Genesys 1035 00:32:26,280 --> 00:32:28,150 platform is another great example 1036 00:32:28,150 --> 00:32:29,650 of being able to leverage 1037 00:32:29,650 --> 00:32:30,770 the information we have on 1038 00:32:30,770 --> 00:32:31,850 customers to drive a more 1039 00:32:31,850 --> 00:32:34,820 personalized experience. We have over 1040 00:32:34,820 --> 00:32:37,410 130,000 individual conversations. Those are 1041 00:32:37,410 --> 00:32:39,100 in person conversations with people. 1042 00:32:39,810 --> 00:32:40,740 If you think about the 1043 00:32:40,740 --> 00:32:41,960 volume of calls that we 1044 00:32:41,960 --> 00:32:42,850 get and how many we 1045 00:32:42,850 --> 00:32:44,240 can solve virtually, it's a 1046 00:32:44,240 --> 00:32:46,490 gigantic number. That's the power 1047 00:32:46,490 --> 00:32:47,860 of again, analytics within the 1048 00:32:47,860 --> 00:32:50,460 platform. The last thing I 1049 00:32:50,460 --> 00:32:51,530 would say about this is, 1050 00:32:52,300 --> 00:32:54,020 we are a huge Genesys 1051 00:32:54,020 --> 00:32:55,310 customer, we've used the platform 1052 00:32:55,310 --> 00:32:56,780 for years. The reason why 1053 00:32:56,780 --> 00:32:57,770 we're so excited and we've 1054 00:32:57,770 --> 00:32:59,130 invested so much into this 1055 00:32:59,130 --> 00:33:00,950 migration into the Azure story 1056 00:33:01,270 --> 00:33:02,490 is specifically because we need 1057 00:33:02,490 --> 00:33:03,990 that scale. We need more 1058 00:33:03,990 --> 00:33:05,250 data, we need more volume, 1059 00:33:05,250 --> 00:33:07,210 we need more integration to 1060 00:33:07,210 --> 00:33:09,090 drive a lot more volume 1061 00:33:09,090 --> 00:33:10,100 in analytics out of that 1062 00:33:10,100 --> 00:33:12,410 platform. I'm ecstatic that we're 1063 00:33:12,410 --> 00:33:14,530 now migrating the on premises 1064 00:33:14,530 --> 00:33:15,700 piece into Azure, so we 1065 00:33:15,700 --> 00:33:17,160 can take care and take 1066 00:33:17,160 --> 00:33:18,760 advantage of all of those advantages 1067 00:33:18,850 --> 00:33:20,210 that public cloud brings while 1068 00:33:20,210 --> 00:33:21,860 still maintaining the experience and 1069 00:33:21,860 --> 00:33:23,300 usability of the Genesys platform. 1070 00:33:24,680 --> 00:33:26,460 Now, thanks David. That, I 1071 00:33:26,460 --> 00:33:28,980 think really highlights, I guess, 1072 00:33:29,060 --> 00:33:30,420 the power of the Genesys 1073 00:33:30,420 --> 00:33:32,330 Engage platform. Now we're taking it to 1074 00:33:32,490 --> 00:33:33,250 the next level to give 1075 00:33:33,250 --> 00:33:35,310 a pathway to a secure 1076 00:33:35,670 --> 00:33:39,140 global and scalable global cloud 1077 00:33:39,140 --> 00:33:41,130 platform like Azure. What we 1078 00:33:41,130 --> 00:33:43,030 see is, it's really providing 1079 00:33:43,030 --> 00:33:46,470 that pathway. Again, that hybrid 1080 00:33:46,470 --> 00:33:48,840 pathway for customers, because one 1081 00:33:48,840 --> 00:33:49,360 of the things that I 1082 00:33:49,360 --> 00:33:50,730 love about the Microsoft story 1083 00:33:50,730 --> 00:33:53,750 with Engage is you've got 1084 00:33:53,900 --> 00:33:55,990 that platform there that you 1085 00:33:55,990 --> 00:33:56,570 have all this out of 1086 00:33:56,570 --> 00:33:58,090 the box capability, but you 1087 00:33:58,090 --> 00:33:59,930 can also craft it, customize 1088 00:33:59,930 --> 00:34:01,380 it and integrate it in 1089 00:34:01,380 --> 00:34:02,610 a way that suits your 1090 00:34:02,610 --> 00:34:06,370 business. You can really maximize 1091 00:34:06,370 --> 00:34:07,300 that investment, but at the 1092 00:34:07,300 --> 00:34:08,750 same time, control the customer 1093 00:34:09,070 --> 00:34:11,320 experience and a great story. 1094 00:34:11,320 --> 00:34:15,300 Thank you. Jeff, that leads 1095 00:34:15,300 --> 00:34:16,840 us actually to... it's our 1096 00:34:16,840 --> 00:34:18,420 segue into the next topic, 1097 00:34:18,420 --> 00:34:20,730 which is taking that personalized 1098 00:34:20,730 --> 00:34:23,110 customer experience and delivering that 1099 00:34:23,110 --> 00:34:25,500 with cloud- based contact center. 1100 00:34:27,280 --> 00:34:32,240 Thanks Bobbi. We've talked about 1101 00:34:32,380 --> 00:34:34,630 the importance of personalization and 1102 00:34:34,630 --> 00:34:36,610 we've talked about the trend 1103 00:34:36,640 --> 00:34:38,380 and obviously the desire about 1104 00:34:38,380 --> 00:34:39,440 moving into the cloud as 1105 00:34:39,440 --> 00:34:40,810 well, but at the same 1106 00:34:40,810 --> 00:34:42,270 time, how do you bring 1107 00:34:42,270 --> 00:34:44,030 that personalization and moving to 1108 00:34:44,030 --> 00:34:44,890 the cloud together at the 1109 00:34:44,890 --> 00:34:49,120 same time? What we see 1110 00:34:49,160 --> 00:34:52,580 is that sophisticated enterprises are 1111 00:34:52,690 --> 00:34:54,100 really looking for some key 1112 00:34:54,100 --> 00:34:55,510 elements that we've already started 1113 00:34:55,510 --> 00:34:56,960 touching on, and that is 1114 00:34:57,160 --> 00:34:58,270 they want to provide that 1115 00:34:58,270 --> 00:35:01,240 great customer experience really, and 1116 00:35:01,240 --> 00:35:02,940 that's across all touch points, 1117 00:35:03,130 --> 00:35:04,300 across all parts of the 1118 00:35:04,300 --> 00:35:06,470 business, no matter who I 1119 00:35:06,480 --> 00:35:08,300 interact with, what I interact 1120 00:35:08,300 --> 00:35:09,620 with, when I interact, and 1121 00:35:09,620 --> 00:35:11,420 how I interact, I want 1122 00:35:12,070 --> 00:35:13,060 you to know me, I 1123 00:35:13,060 --> 00:35:14,410 want you to understand me, 1124 00:35:14,470 --> 00:35:16,640 I want that empathetic connection. 1125 00:35:17,700 --> 00:35:18,460 It's really being able to 1126 00:35:18,460 --> 00:35:20,470 drive those moments of truth. 1127 00:35:20,920 --> 00:35:23,240 The same time, access to 1128 00:35:23,240 --> 00:35:24,720 innovation. We talked about that 1129 00:35:24,720 --> 00:35:28,190 hybrid model in the cloud 1130 00:35:28,610 --> 00:35:30,750 Genesys Engage on Azure is 1131 00:35:30,750 --> 00:35:35,250 developing innovation around the things 1132 00:35:35,250 --> 00:35:36,040 that matter. They're going to 1133 00:35:36,040 --> 00:35:38,390 drive efficiencies and improve that 1134 00:35:38,390 --> 00:35:41,120 personalization. Really, at the end 1135 00:35:41,120 --> 00:35:42,370 of the day, provide that 1136 00:35:42,380 --> 00:35:45,340 customer experience. That's utilizing technologies around 1137 00:35:45,340 --> 00:35:47,730 AI, machine learning, creating those 1138 00:35:47,730 --> 00:35:49,270 self- service bots, but at 1139 00:35:49,270 --> 00:35:52,350 the same time, predicting what 1140 00:35:52,350 --> 00:35:53,540 the best way to provide 1141 00:35:53,540 --> 00:35:55,610 that experience through predictive engagement 1142 00:35:55,770 --> 00:35:57,340 or the way we assist 1143 00:35:57,660 --> 00:35:59,590 our agents to service those 1144 00:35:59,590 --> 00:36:04,320 customers. At the same time, 1145 00:36:04,320 --> 00:36:04,980 what we want to be 1146 00:36:04,980 --> 00:36:06,450 able to do is not 1147 00:36:06,450 --> 00:36:07,700 just provide access to this 1148 00:36:07,700 --> 00:36:09,850 innovation and these customer experiences, 1149 00:36:09,850 --> 00:36:12,870 but choice and flexibility, because 1150 00:36:15,070 --> 00:36:19,230 sophisticated enterprises are really wanting 1151 00:36:19,240 --> 00:36:20,500 choice in the way they 1152 00:36:20,500 --> 00:36:22,750 deploy that's going to meet their 1153 00:36:22,750 --> 00:36:24,810 needs at an architectural level, 1154 00:36:25,020 --> 00:36:27,530 a network level, communications level, 1155 00:36:27,800 --> 00:36:28,640 and the way they want 1156 00:36:28,640 --> 00:36:30,250 to manage their resources at 1157 00:36:30,250 --> 00:36:32,710 an operational level, and decide 1158 00:36:32,710 --> 00:36:33,500 when they move to the 1159 00:36:33,500 --> 00:36:35,410 cloud and at what pace. 1160 00:36:35,410 --> 00:36:39,080 What this has the impact 1161 00:36:39,080 --> 00:36:41,640 of really allowing organizations to 1162 00:36:41,640 --> 00:36:44,390 do is maintain control that 1163 00:36:44,390 --> 00:36:47,500 suits their business requirements. If 1164 00:36:47,500 --> 00:36:48,650 you can maintain the right 1165 00:36:48,650 --> 00:36:50,120 levels of control, and knowing 1166 00:36:50,120 --> 00:36:51,220 that you've got the right 1167 00:36:51,220 --> 00:36:53,500 partners like Microsoft and Genesys 1168 00:36:53,900 --> 00:36:55,620 to provide the platform to scale and 1169 00:36:55,620 --> 00:36:58,100 grow into the cloud and 1170 00:36:58,450 --> 00:37:00,100 integrate with your premise solution 1171 00:37:00,100 --> 00:37:01,710 around innovation, then you can 1172 00:37:01,710 --> 00:37:02,610 start looking at how you 1173 00:37:02,610 --> 00:37:04,910 reduce costs, but more importantly, 1174 00:37:04,950 --> 00:37:06,480 how you provide that experience 1175 00:37:06,570 --> 00:37:10,950 and really provide that moment 1176 00:37:10,950 --> 00:37:15,280 of truth. What we're talking 1177 00:37:15,760 --> 00:37:17,190 about really is what we've 1178 00:37:17,190 --> 00:37:19,620 announced last month with Microsoft, and that was 1179 00:37:20,110 --> 00:37:22,030 around Genesys Engage on Microsoft 1180 00:37:22,030 --> 00:37:24,700 Azure, Bobbi. It is, and 1181 00:37:24,700 --> 00:37:26,340 it's very exciting. I know 1182 00:37:26,340 --> 00:37:28,170 we are heads down with 1183 00:37:28,200 --> 00:37:30,140 2020 with the work that 1184 00:37:30,140 --> 00:37:32,410 we are doing. Jeff, David, 1185 00:37:32,410 --> 00:37:33,440 if you want to give us 1186 00:37:33,440 --> 00:37:34,470 a little bit more insight 1187 00:37:34,470 --> 00:37:35,700 into what we're doing putting 1188 00:37:35,700 --> 00:37:37,210 Engage on Azure, and I 1189 00:37:37,210 --> 00:37:38,590 know that the topic is probably going to 1190 00:37:38,590 --> 00:37:41,380 lead us into containers. Yes. 1191 00:37:43,400 --> 00:37:45,360 Genesys Engage has been... we've 1192 00:37:45,360 --> 00:37:46,900 had customers for many years. 1193 00:37:47,470 --> 00:37:48,410 You've heard the story about 1194 00:37:48,670 --> 00:37:51,540 Microsoft on Genesys Engage and what they're 1195 00:37:51,540 --> 00:37:52,700 doing, and how they're really 1196 00:37:53,020 --> 00:37:55,100 driving their customer experience. We're 1197 00:37:55,420 --> 00:37:56,890 really proud of what we're 1198 00:37:56,890 --> 00:37:57,950 doing with Microsoft, but we're 1199 00:37:57,950 --> 00:37:59,400 really proud of how we're 1200 00:37:59,400 --> 00:38:02,010 helping companies provide that personalization 1201 00:38:02,010 --> 00:38:03,680 and that experience. But one 1202 00:38:03,710 --> 00:38:05,080 of the things to really 1203 00:38:05,080 --> 00:38:06,480 scale and grow for these 1204 00:38:06,570 --> 00:38:10,150 large enterprises that need choice 1205 00:38:10,150 --> 00:38:12,080 in architecture is, with Genesys 1206 00:38:12,080 --> 00:38:13,790 Engage on Microsoft Azure, which 1207 00:38:13,790 --> 00:38:15,690 we announced last month, we're 1208 00:38:15,690 --> 00:38:19,410 actually architecting the whole solution 1209 00:38:19,500 --> 00:38:22,480 using containers and containerization technology. 1210 00:38:22,480 --> 00:38:24,100 I just want to spend 1211 00:38:24,100 --> 00:38:24,810 a moment on some of 1212 00:38:25,580 --> 00:38:27,700 the advantages of why containers 1213 00:38:27,700 --> 00:38:29,250 are an important technology and 1214 00:38:29,250 --> 00:38:30,480 what this will mean for 1215 00:38:30,480 --> 00:38:31,870 customers that are looking to 1216 00:38:31,870 --> 00:38:33,810 move to the cloud, and 1217 00:38:33,810 --> 00:38:34,940 not just in the cloud, 1218 00:38:34,940 --> 00:38:36,290 but into private models as 1219 00:38:36,290 --> 00:38:39,910 well. By using cloud technology 1220 00:38:40,040 --> 00:38:42,510 is a continual upgrade cycle. 1221 00:38:42,820 --> 00:38:44,230 That rather than in a 1222 00:38:44,230 --> 00:38:46,510 premise situation where you have 1223 00:38:46,510 --> 00:38:48,240 to do upgrades, run business 1224 00:38:48,240 --> 00:38:50,120 cases and prove out the 1225 00:38:50,120 --> 00:38:52,220 return in investment. It's very 1226 00:38:52,220 --> 00:38:53,770 much could be years behind 1227 00:38:53,770 --> 00:38:54,940 the cycle of when the 1228 00:38:54,940 --> 00:38:56,300 features and capabilities that are 1229 00:38:56,300 --> 00:38:58,660 delivered by Genesys and Microsoft are 1230 00:38:58,660 --> 00:39:01,930 available. Now, using cloud technology, 1231 00:39:01,980 --> 00:39:03,220 that's one of the advantages, 1232 00:39:04,630 --> 00:39:06,910 have access to it immediately. 1233 00:39:06,910 --> 00:39:10,050 That can be delivered in 1234 00:39:10,050 --> 00:39:11,250 the cloud through a public 1235 00:39:11,250 --> 00:39:12,820 cloud, all through a private 1236 00:39:12,820 --> 00:39:14,150 cloud on your own premise 1237 00:39:14,150 --> 00:39:16,310 using container technology, which is 1238 00:39:16,310 --> 00:39:18,230 a cloud technology. This makes 1239 00:39:18,230 --> 00:39:19,960 it very easy to manage 1240 00:39:20,380 --> 00:39:22,710 a single architecture. At the 1241 00:39:22,710 --> 00:39:25,030 same time, it gives customers 1242 00:39:25,030 --> 00:39:27,650 control on when and how 1243 00:39:27,650 --> 00:39:29,080 they deploy this to suit 1244 00:39:29,160 --> 00:39:33,740 their business. With that, what 1245 00:39:33,740 --> 00:39:35,990 we have done with Genesys 1246 00:39:36,340 --> 00:39:37,470 Engage on Azure, it's a 1247 00:39:37,470 --> 00:39:40,740 full multi- cloud model, completely 1248 00:39:40,740 --> 00:39:44,130 re- architected using containerization technology. 1249 00:39:45,130 --> 00:39:46,190 That will ensure that the 1250 00:39:46,190 --> 00:39:49,450 most challenging enterprises that have 1251 00:39:49,450 --> 00:39:53,540 really complex communications need, network 1252 00:39:53,540 --> 00:39:56,470 needs, security needs have choice 1253 00:39:56,470 --> 00:39:57,500 in the way they want 1254 00:39:57,500 --> 00:39:58,750 to deliver it. Be it 1255 00:39:58,840 --> 00:40:01,010 public cloud on Azure, be 1256 00:40:01,010 --> 00:40:03,010 a private cloud on premise 1257 00:40:03,010 --> 00:40:05,220 Azure stack. You'll be able 1258 00:40:05,220 --> 00:40:06,900 to have those choices in 1259 00:40:06,950 --> 00:40:08,800 design or even in a 1260 00:40:08,800 --> 00:40:10,840 hybrid model. That's going to 1261 00:40:10,840 --> 00:40:12,890 reduce the use of virtual 1262 00:40:12,890 --> 00:40:14,910 machines, which has a lot of 1263 00:40:14,910 --> 00:40:17,940 footprint using containers, but it 1264 00:40:17,940 --> 00:40:19,910 also allows complete orchestration at 1265 00:40:19,910 --> 00:40:23,630 an operational level. Now, on 1266 00:40:23,630 --> 00:40:25,140 that, David, you've got some 1267 00:40:25,140 --> 00:40:26,860 thoughts on that? Yeah, for 1268 00:40:26,860 --> 00:40:28,550 sure. I thought Ben actually 1269 00:40:28,550 --> 00:40:29,330 asked a question here, is 1270 00:40:29,330 --> 00:40:33,240 Genesys Microsoft offering going to 1271 00:40:33,240 --> 00:40:35,440 go market on Microsoft Azure? 1272 00:40:35,440 --> 00:40:36,590 Absolutely. That's why we're here and 1273 00:40:36,710 --> 00:40:37,670 we're talking about it. I 1274 00:40:37,670 --> 00:40:39,140 think the power of containers, 1275 00:40:39,140 --> 00:40:40,360 if we think about technical 1276 00:40:40,650 --> 00:40:43,150 integrity of a product, what 1277 00:40:43,410 --> 00:40:44,770 containers allows us to do 1278 00:40:44,820 --> 00:40:46,100 when we put the technology 1279 00:40:46,100 --> 00:40:47,490 into these blocks is allow 1280 00:40:47,490 --> 00:40:48,650 them to easily pour in 1281 00:40:48,650 --> 00:40:50,700 between these environments on premise 1282 00:40:50,940 --> 00:40:52,450 to a public cloud, public 1283 00:40:52,450 --> 00:40:53,670 cloud to public cloud and 1284 00:40:53,670 --> 00:40:54,790 integrate a little bit better. 1285 00:40:55,170 --> 00:40:55,980 The reason why you would 1286 00:40:55,980 --> 00:40:57,030 want to do that obviously 1287 00:40:57,030 --> 00:40:57,640 is because we're going to 1288 00:40:57,640 --> 00:40:58,980 continue to innovate and drive 1289 00:40:58,980 --> 00:41:01,790 scale and products within Azure 1290 00:41:01,980 --> 00:41:03,110 that don't exist on the 1291 00:41:03,110 --> 00:41:04,360 on premises side, or don't 1292 00:41:04,360 --> 00:41:06,010 exist with our products on 1293 00:41:06,010 --> 00:41:07,070 premise, or maybe another public 1294 00:41:07,230 --> 00:41:09,440 provider doesn't provide the same 1295 00:41:09,440 --> 00:41:11,580 extent toward. Instead of having 1296 00:41:11,580 --> 00:41:12,760 to re- architect the entire 1297 00:41:12,760 --> 00:41:13,950 solution, we can do it 1298 00:41:13,950 --> 00:41:15,860 in these blocks to make 1299 00:41:15,860 --> 00:41:17,090 sure that the Genesys platform 1300 00:41:17,090 --> 00:41:19,020 is taking advantage of the 1301 00:41:19,020 --> 00:41:20,490 best and brightest out of 1302 00:41:20,490 --> 00:41:21,990 a public cloud offering while 1303 00:41:21,990 --> 00:41:23,430 still maintaining the integrity of 1304 00:41:23,540 --> 00:41:25,090 the architecture that the Genesys 1305 00:41:25,090 --> 00:41:27,920 platform actually provides. Yes, we're 1306 00:41:27,920 --> 00:41:30,040 offering this product on Microsoft, 1307 00:41:30,040 --> 00:41:31,460 but also think about containers 1308 00:41:31,460 --> 00:41:33,580 as an easier portability scenario 1309 00:41:34,090 --> 00:41:35,750 between cloud offerings or between 1310 00:41:35,750 --> 00:41:37,670 on premise and cloud, and really 1311 00:41:37,670 --> 00:41:39,480 enabling that multi- cloud multi- 1312 00:41:39,660 --> 00:41:44,400 user experience model. When we 1313 00:41:44,400 --> 00:41:45,860 first started talking about containers, 1314 00:41:45,860 --> 00:41:47,080 we had used the phrase 1315 00:41:47,080 --> 00:41:48,290 that really what they are 1316 00:41:48,290 --> 00:41:49,870 is they're cloud ready. Even 1317 00:41:50,260 --> 00:41:51,480 if you're still using it 1318 00:41:51,860 --> 00:41:53,290 to begin with on premise, 1319 00:41:53,290 --> 00:41:55,580 as you currently have, they 1320 00:41:55,580 --> 00:41:56,740 really set you up nicely 1321 00:41:56,740 --> 00:41:58,820 for when you're ready to 1322 00:41:58,820 --> 00:42:03,750 make that move. Thanks Bobbi. 1323 00:42:03,750 --> 00:42:07,820 Look, we believe this technology 1324 00:42:07,940 --> 00:42:10,640 will ensure that customers who 1325 00:42:10,640 --> 00:42:12,250 invest, not just in Genesys 1326 00:42:12,250 --> 00:42:14,650 Engage and Microsoft, but also 1327 00:42:14,650 --> 00:42:17,280 gives them future choice and 1328 00:42:17,280 --> 00:42:18,870 flexibility in the way they 1329 00:42:18,870 --> 00:42:21,010 architect control and manage, at 1330 00:42:21,360 --> 00:42:22,660 the same time, continuing to 1331 00:42:22,660 --> 00:42:25,090 deliver that personalized experience. We're 1332 00:42:25,090 --> 00:42:28,700 really excited, one about our 1333 00:42:28,730 --> 00:42:30,590 partnership with Microsoft, but more 1334 00:42:30,590 --> 00:42:32,890 importantly, around how we're going 1335 00:42:32,890 --> 00:42:35,560 to really help customers deliver 1336 00:42:35,560 --> 00:42:40,270 that personalized experience. All right. 1337 00:42:40,270 --> 00:42:42,460 On that note, and actually, 1338 00:42:42,460 --> 00:42:43,100 I will just give a 1339 00:42:43,100 --> 00:42:43,970 quick shout out. I know 1340 00:42:43,970 --> 00:42:45,450 we've had some questions coming 1341 00:42:45,450 --> 00:42:47,410 in. Please feel free to 1342 00:42:47,560 --> 00:42:49,170 tap into the Q&A, and we'll 1343 00:42:49,170 --> 00:42:50,730 ask as we go, or 1344 00:42:50,730 --> 00:42:52,070 certainly we'll save some time 1345 00:42:52,070 --> 00:42:52,970 at the end to hit 1346 00:42:52,970 --> 00:42:55,340 those questions. With that, the 1347 00:42:55,370 --> 00:42:57,110 next topic that we're looking 1348 00:42:57,110 --> 00:42:58,270 to, Jeff, I know you 1349 00:42:58,270 --> 00:43:00,340 put together... we've all been 1350 00:43:00,340 --> 00:43:02,830 talking about the personalization and 1351 00:43:02,830 --> 00:43:04,400 the value of it. I 1352 00:43:04,400 --> 00:43:05,290 know you put together a 1353 00:43:05,290 --> 00:43:06,220 way for all of us 1354 00:43:06,220 --> 00:43:07,880 to actually see it in 1355 00:43:07,880 --> 00:43:10,020 an example. Yeah, no, thanks 1356 00:43:10,020 --> 00:43:12,520 Bobbi. Look, I'm really excited to 1357 00:43:12,750 --> 00:43:14,950 bring this to life. It's 1358 00:43:15,350 --> 00:43:16,140 great to be able to talk 1359 00:43:16,410 --> 00:43:17,600 about it, but it's great to see it come 1360 00:43:17,600 --> 00:43:18,860 to life. I'd like to 1361 00:43:19,570 --> 00:43:22,910 paint out a scenario. Imagine 1362 00:43:22,910 --> 00:43:24,000 being able to build a 1363 00:43:24,000 --> 00:43:26,520 personal concierge for every one 1364 00:43:26,520 --> 00:43:28,490 of your customers. Now, with 1365 00:43:28,490 --> 00:43:29,800 this, I'd like you to keep 1366 00:43:29,850 --> 00:43:32,210 in mind three things. Number 1367 00:43:32,210 --> 00:43:35,080 one, we are proactively engaging 1368 00:43:35,080 --> 00:43:36,440 with each customer at the 1369 00:43:36,440 --> 00:43:38,820 moment of truth. It's those 1370 00:43:38,820 --> 00:43:40,240 moments that really matter. That 1371 00:43:40,240 --> 00:43:42,270 moment we can create empathy 1372 00:43:42,270 --> 00:43:44,090 to show we really care 1373 00:43:44,090 --> 00:43:46,110 for our customers. The second 1374 00:43:46,110 --> 00:43:48,710 point is personalization, and that's 1375 00:43:48,710 --> 00:43:50,130 the ability to really personalize 1376 00:43:50,130 --> 00:43:51,900 the content for every single 1377 00:43:51,900 --> 00:43:54,460 customer. The last is that 1378 00:43:54,460 --> 00:43:56,060 contextual experience. That is the 1379 00:43:56,440 --> 00:43:59,460 ability to retain and maintain 1380 00:43:59,460 --> 00:44:01,120 the context, no matter what 1381 00:44:01,120 --> 00:44:02,770 the channel and no matter how long they've 1382 00:44:02,770 --> 00:44:04,060 been a customer or how 1383 00:44:04,060 --> 00:44:05,310 long they've been engaged in 1384 00:44:05,310 --> 00:44:07,510 that particular conversation. What I'd like to 1385 00:44:08,090 --> 00:44:10,130 do to start the story 1386 00:44:10,180 --> 00:44:14,050 is introduced Cara. Now, Kara is 1387 00:44:14,050 --> 00:44:15,800 a young professional thinking about 1388 00:44:15,800 --> 00:44:17,220 buying a home and she's 1389 00:44:17,220 --> 00:44:19,060 been a customer of Banco 1390 00:44:19,060 --> 00:44:20,200 D- Miro for some time. 1391 00:44:20,200 --> 00:44:20,970 She lives in a rented 1392 00:44:20,970 --> 00:44:23,440 apartment in Austin, and she 1393 00:44:23,440 --> 00:44:25,300 has this dream to own 1394 00:44:25,300 --> 00:44:27,650 a home. Now, one day 1395 00:44:27,650 --> 00:44:29,560 she receives a notification on 1396 00:44:29,560 --> 00:44:31,370 her app letting her about 1397 00:44:31,370 --> 00:44:33,240 the bank, and the bank 1398 00:44:33,240 --> 00:44:34,200 has some great offers for 1399 00:44:34,200 --> 00:44:35,420 anyone interested in a home 1400 00:44:35,420 --> 00:44:37,660 loan. She wants to learn 1401 00:44:37,660 --> 00:44:40,490 more and she logs in 1402 00:44:40,490 --> 00:44:42,090 using her username and password 1403 00:44:42,090 --> 00:44:44,160 on through the app. What 1404 00:44:44,160 --> 00:44:46,520 happens is she's advised that 1405 00:44:46,520 --> 00:44:47,620 she needs a series of 1406 00:44:47,720 --> 00:44:50,020 documents to complete the loan 1407 00:44:50,020 --> 00:44:53,340 application. She doesn't actually have 1408 00:44:53,340 --> 00:44:54,260 all days on a mobile 1409 00:44:54,260 --> 00:44:57,110 device. You can see here, 1410 00:44:57,170 --> 00:44:58,530 she's going through the process, 1411 00:44:59,040 --> 00:45:01,330 and it requests her for 1412 00:45:01,330 --> 00:45:02,440 all these documents, which would 1413 00:45:02,440 --> 00:45:03,640 be part of that loan 1414 00:45:03,640 --> 00:45:06,780 application. Now, Cara thinks, look, 1415 00:45:06,780 --> 00:45:07,580 I don't actually have all 1416 00:45:07,580 --> 00:45:09,220 my documents on my mobile 1417 00:45:09,220 --> 00:45:10,470 phone, what I'm going to 1418 00:45:10,470 --> 00:45:11,590 do, I'll come back later 1419 00:45:11,590 --> 00:45:12,300 when I can sit in 1420 00:45:12,340 --> 00:45:13,850 front of my computer, I've 1421 00:45:13,850 --> 00:45:14,540 got access to all my 1422 00:45:14,540 --> 00:45:17,720 documents, and I'll fill out 1423 00:45:17,720 --> 00:45:21,840 this mortgage application. Cara comes 1424 00:45:21,840 --> 00:45:23,960 back a little bit later 1425 00:45:24,030 --> 00:45:27,010 to the website, logs in, 1426 00:45:29,110 --> 00:45:31,170 and what happens is she's 1427 00:45:31,170 --> 00:45:34,670 surprised and delighted that when 1428 00:45:34,670 --> 00:45:35,520 she has logged in on 1429 00:45:35,520 --> 00:45:36,880 the web, the bank actually 1430 00:45:36,880 --> 00:45:39,790 has welcomed her back, but 1431 00:45:39,790 --> 00:45:41,940 more importantly, understands what she's 1432 00:45:41,940 --> 00:45:44,020 been doing, and even offers 1433 00:45:44,020 --> 00:45:45,330 to take her back to 1434 00:45:45,370 --> 00:45:47,620 where she left off, so 1435 00:45:47,870 --> 00:45:49,950 Cara begins the process of 1436 00:45:49,950 --> 00:45:51,920 filling out the information required. 1437 00:45:51,920 --> 00:45:57,130 Here's the request for the 1438 00:45:57,130 --> 00:46:01,040 documents. She's got the context, doesn't 1439 00:46:01,040 --> 00:46:01,990 need to repeat, doesn't need 1440 00:46:02,240 --> 00:46:04,830 to go looking, and starts 1441 00:46:04,830 --> 00:46:07,830 the process here. Now, in 1442 00:46:07,830 --> 00:46:08,900 the background here, you can 1443 00:46:08,900 --> 00:46:10,220 see we've got the process 1444 00:46:10,220 --> 00:46:12,700 starting, but also on the 1445 00:46:12,700 --> 00:46:13,790 right hand side, you can 1446 00:46:13,790 --> 00:46:16,360 start seeing Genesys predictive engagement 1447 00:46:16,360 --> 00:46:18,470 at work trying to understand 1448 00:46:18,470 --> 00:46:20,010 her experience within the journey. 1449 00:46:20,730 --> 00:46:21,840 Now, if you look at the right 1450 00:46:21,840 --> 00:46:23,720 hand side ingrained, this is 1451 00:46:23,720 --> 00:46:25,710 the active session, but what 1452 00:46:25,710 --> 00:46:27,760 you see below also is 1453 00:46:27,840 --> 00:46:28,860 the session early in the 1454 00:46:28,860 --> 00:46:29,980 day through the mobile app 1455 00:46:30,400 --> 00:46:32,120 and many other interactions previously 1456 00:46:32,120 --> 00:46:32,830 with the bank as well. 1457 00:46:32,860 --> 00:46:34,820 Now, this is about moving 1458 00:46:34,820 --> 00:46:37,610 to long, lived engagements across 1459 00:46:37,610 --> 00:46:39,980 multiple linked interaction channels to 1460 00:46:39,980 --> 00:46:41,900 really track the history of 1461 00:46:41,900 --> 00:46:43,390 that customer with the brand. 1462 00:46:45,110 --> 00:46:47,750 Now, as she continues to 1463 00:46:47,750 --> 00:46:48,850 move through the process on 1464 00:46:48,860 --> 00:46:50,150 the left there, she has 1465 00:46:50,150 --> 00:46:51,860 identified into a series of 1466 00:46:51,860 --> 00:46:55,200 segments. You can see she has been 1467 00:46:55,200 --> 00:46:58,220 identified as an existing customer, 1468 00:46:58,750 --> 00:46:59,500 as a customer with a 1469 00:46:59,500 --> 00:47:01,740 great credit score, and somebody 1470 00:47:01,740 --> 00:47:03,150 who is now a mortgage 1471 00:47:03,150 --> 00:47:06,590 prospect. This, in real time, 1472 00:47:06,760 --> 00:47:08,930 is assessing what segments she's 1473 00:47:08,930 --> 00:47:11,600 qualified for based on the 1474 00:47:11,600 --> 00:47:13,300 information that we know about Cara, 1475 00:47:13,300 --> 00:47:15,720 but more importantly also, what she's entering 1476 00:47:15,770 --> 00:47:18,940 at that time. We've identified 1477 00:47:18,940 --> 00:47:21,530 her, and as she's trying 1478 00:47:21,530 --> 00:47:22,960 to complete that loan application, 1479 00:47:22,960 --> 00:47:24,470 you can see that the 1480 00:47:24,480 --> 00:47:26,310 likelihood to a successful outcome 1481 00:47:26,310 --> 00:47:28,810 is continuing to improve. Now, 1482 00:47:28,950 --> 00:47:31,690 as this happens, the bank 1483 00:47:31,690 --> 00:47:33,770 continues to learn more. This 1484 00:47:33,770 --> 00:47:35,260 is going to be a continual part 1485 00:47:35,260 --> 00:47:37,900 of that approval process. Now, 1486 00:47:38,700 --> 00:47:39,720 here she comes to a 1487 00:47:39,720 --> 00:47:41,520 customer workflow, which can be 1488 00:47:41,520 --> 00:47:44,100 integrated into the Genesys platform. 1489 00:47:45,950 --> 00:47:46,980 The back office system here 1490 00:47:46,980 --> 00:47:48,430 is requesting a number of 1491 00:47:48,430 --> 00:47:50,960 files to be uploaded. Cara 1492 00:47:50,960 --> 00:47:53,810 starts uploading those documents and 1493 00:47:54,020 --> 00:47:57,860 submitting those. She comes to 1494 00:47:57,860 --> 00:47:59,990 the last one, and she 1495 00:47:59,990 --> 00:48:00,770 gets to the point where 1496 00:48:00,770 --> 00:48:01,920 she needs an employment letter. 1497 00:48:01,970 --> 00:48:03,090 Now, she actually doesn't have 1498 00:48:03,090 --> 00:48:05,060 it handy, but she knows 1499 00:48:05,060 --> 00:48:06,440 where to get it. What 1500 00:48:06,440 --> 00:48:08,000 Cara does, she actually goes 1501 00:48:08,000 --> 00:48:09,410 to another browser window to 1502 00:48:09,410 --> 00:48:12,320 log into her company HR 1503 00:48:12,320 --> 00:48:15,360 system. Now, at this time, 1504 00:48:16,340 --> 00:48:18,370 Genesys predictive engagement is starting 1505 00:48:18,380 --> 00:48:19,620 to recognize there's a break 1506 00:48:19,620 --> 00:48:21,760 in the workflow. What we want 1507 00:48:21,950 --> 00:48:22,820 to do is we want to make 1508 00:48:22,820 --> 00:48:24,360 sure we engage with Cara 1509 00:48:24,720 --> 00:48:26,540 at the right moment, and 1510 00:48:26,540 --> 00:48:28,560 more importantly, proactively serve a 1511 00:48:28,560 --> 00:48:30,530 chat to her to say 1512 00:48:30,530 --> 00:48:31,380 how we can help you. 1513 00:48:33,350 --> 00:48:34,530 We've recognized the break in 1514 00:48:34,530 --> 00:48:35,950 the workflow, we've sent a 1515 00:48:35,950 --> 00:48:38,710 pop up on the application 1516 00:48:38,710 --> 00:48:40,690 there, and it says, we 1517 00:48:40,690 --> 00:48:42,970 recognize something. What we're doing 1518 00:48:42,970 --> 00:48:44,100 is we're letting her know 1519 00:48:44,100 --> 00:48:45,410 that we're really one step 1520 00:48:45,410 --> 00:48:46,960 ahead and we're personalizing that 1521 00:48:46,960 --> 00:48:50,460 conversation with her. Now, so 1522 00:48:50,460 --> 00:48:54,650 Cara looks to engage because, 1523 00:48:54,650 --> 00:48:56,290 at this point, when she 1524 00:48:56,290 --> 00:48:58,740 answers, she expects that she's 1525 00:48:58,740 --> 00:48:59,460 going to have to re- 1526 00:48:59,460 --> 00:49:01,580 explain what's happening, and she's 1527 00:49:01,580 --> 00:49:03,900 extremely surprised when... she can 1528 00:49:03,900 --> 00:49:04,950 see there's a high level 1529 00:49:04,950 --> 00:49:08,130 of conversation intelligence, and that 1530 00:49:08,130 --> 00:49:09,940 we're really able to retain the context here. 1531 00:49:10,970 --> 00:49:12,630 As Cara continues to interact 1532 00:49:12,630 --> 00:49:14,400 with the bot, and you 1533 00:49:14,400 --> 00:49:15,620 can see the conversation on 1534 00:49:15,620 --> 00:49:17,010 the right there, she'll be 1535 00:49:17,010 --> 00:49:19,530 identified through the process that 1536 00:49:19,530 --> 00:49:20,740 she's a first time buyer. 1537 00:49:21,720 --> 00:49:24,600 Now, as a result, with 1538 00:49:24,600 --> 00:49:26,330 our predictive routing at work, 1539 00:49:26,630 --> 00:49:27,500 what we can do is 1540 00:49:27,500 --> 00:49:29,370 we can make sure that 1541 00:49:29,750 --> 00:49:32,870 we can connect Cara with 1542 00:49:32,870 --> 00:49:34,490 the best agent that has 1543 00:49:34,490 --> 00:49:36,490 the best skills to help 1544 00:49:36,490 --> 00:49:38,410 her, and more importantly, to 1545 00:49:38,410 --> 00:49:39,360 help her as a first 1546 00:49:39,360 --> 00:49:42,420 time loan applicant. Now we're 1547 00:49:42,420 --> 00:49:44,910 looking at the agent desktop. 1548 00:49:45,400 --> 00:49:46,480 What we can see here, 1549 00:49:46,510 --> 00:49:48,020 now, this is the first time 1550 00:49:48,320 --> 00:49:50,440 we've brought a live human 1551 00:49:50,440 --> 00:49:53,410 agent into the conversation and the process. Now 1552 00:49:53,830 --> 00:49:55,230 we've routed this conversation to 1553 00:49:55,230 --> 00:49:57,010 James, and you can see, here's 1554 00:49:57,440 --> 00:49:58,920 a simplification of the agent 1555 00:49:58,920 --> 00:50:00,370 desktop, and on the top 1556 00:50:00,370 --> 00:50:01,350 of the screen, we've actually 1557 00:50:01,350 --> 00:50:02,260 made it a lot easier 1558 00:50:02,260 --> 00:50:03,900 for James, the agent, to 1559 00:50:03,900 --> 00:50:06,660 see all the information about 1560 00:50:06,660 --> 00:50:08,130 who the customer is, how 1561 00:50:08,130 --> 00:50:09,520 long she has been a customer and 1562 00:50:09,520 --> 00:50:10,530 what she's trying to do, 1563 00:50:10,740 --> 00:50:11,990 and all the different segments 1564 00:50:11,990 --> 00:50:13,790 that she's qualified into. James 1565 00:50:13,790 --> 00:50:14,770 can also see the full 1566 00:50:14,770 --> 00:50:18,570 transcription of that conversation between 1567 00:50:18,570 --> 00:50:20,210 Cara and the bot and 1568 00:50:20,210 --> 00:50:21,730 her entire experience in this 1569 00:50:21,730 --> 00:50:25,900 journey. Now, James also continues 1570 00:50:25,900 --> 00:50:27,610 to interact with Cara, but 1571 00:50:27,690 --> 00:50:29,630 our transcription services is helping 1572 00:50:29,630 --> 00:50:32,430 James. To make sure that 1573 00:50:32,430 --> 00:50:34,230 he's understanding and being able 1574 00:50:34,230 --> 00:50:36,060 to really answer with the 1575 00:50:36,060 --> 00:50:38,180 right set of answer to 1576 00:50:38,180 --> 00:50:40,580 her questions, even more, you 1577 00:50:40,580 --> 00:50:41,990 can see, on the right 1578 00:50:41,990 --> 00:50:43,540 hand side here, that we're 1579 00:50:43,540 --> 00:50:45,690 actually going to personalize the 1580 00:50:45,690 --> 00:50:47,710 answers that James can give 1581 00:50:47,710 --> 00:50:49,160 Cara that are specific to 1582 00:50:49,160 --> 00:50:51,510 her in this situation. Now, 1583 00:50:51,510 --> 00:50:53,050 James can give Cara answers 1584 00:50:53,050 --> 00:50:56,600 that will be specific. He'll 1585 00:50:56,600 --> 00:50:58,050 know how long she's been 1586 00:50:58,050 --> 00:50:59,900 a customer, and based on 1587 00:50:59,900 --> 00:51:02,050 that, he can see that 1588 00:51:02,120 --> 00:51:04,320 she has qualified for what 1589 00:51:04,320 --> 00:51:05,800 we call the customer loyalty 1590 00:51:05,800 --> 00:51:07,100 plus program, and that gives 1591 00:51:07,100 --> 00:51:08,540 her an even higher discount. 1592 00:51:08,970 --> 00:51:09,930 So as I continue this 1593 00:51:09,930 --> 00:51:13,480 interaction, what's really happening is 1594 00:51:13,550 --> 00:51:15,010 we're getting one step closer 1595 00:51:15,200 --> 00:51:16,530 to bring Cara to her home 1596 00:51:17,470 --> 00:51:20,720 dream of ownership, and obviously, 1597 00:51:21,130 --> 00:51:23,040 she's been approved. Now, what 1598 00:51:23,360 --> 00:51:24,940 Genesys and Microsoft are doing here 1599 00:51:24,940 --> 00:51:28,300 is really creating those opportunities 1600 00:51:28,300 --> 00:51:29,620 to connect with the brand, 1601 00:51:30,570 --> 00:51:32,510 with the customer. It's all 1602 00:51:32,510 --> 00:51:33,890 about those connections, making sure 1603 00:51:33,890 --> 00:51:35,510 we're being proactive in the 1604 00:51:35,510 --> 00:51:37,010 right moment, the moment of 1605 00:51:37,010 --> 00:51:39,180 truth, and the moment that 1606 00:51:39,180 --> 00:51:40,250 we can take some action, 1607 00:51:40,250 --> 00:51:42,170 and the moment where agents are going to be able to 1608 00:51:42,170 --> 00:51:43,760 show empathy that builds that 1609 00:51:43,760 --> 00:51:46,530 loyalty. We're personalizing the content to something 1610 00:51:47,070 --> 00:51:48,130 that feels like you're talking 1611 00:51:48,130 --> 00:51:49,070 to me as the customer, 1612 00:51:50,120 --> 00:51:51,100 something about me as a 1613 00:51:51,100 --> 00:51:52,460 customer, and more importantly, we're 1614 00:51:52,460 --> 00:51:54,540 retaining that context no matter 1615 00:51:54,550 --> 00:51:56,400 what digital channel or how 1616 00:51:56,400 --> 00:51:57,770 you've interacted over what period 1617 00:51:57,770 --> 00:51:59,590 of time. This is really 1618 00:52:00,090 --> 00:52:01,670 what personalization is about and 1619 00:52:01,670 --> 00:52:03,350 bringing experience as a service 1620 00:52:03,350 --> 00:52:08,400 to life. With that, I know we have just a few 1621 00:52:08,400 --> 00:52:09,700 moments left, so I want to I save just 1622 00:52:09,700 --> 00:52:11,340 a few minutes for questions. 1623 00:52:11,880 --> 00:52:12,880 Jeff, David, if you wouldn't 1624 00:52:12,880 --> 00:52:15,410 mind just rounding out the 1625 00:52:15,410 --> 00:52:16,820 remainder of the information on 1626 00:52:16,820 --> 00:52:20,570 our strategic alliance. Sure. I'll 1627 00:52:21,470 --> 00:52:23,370 I'll do a quick overview. 1628 00:52:23,430 --> 00:52:25,430 Look, we're real excited about 1629 00:52:25,830 --> 00:52:27,880 our partnership with Microsoft. We've 1630 00:52:27,880 --> 00:52:29,020 been working with Microsoft for 1631 00:52:29,020 --> 00:52:31,130 many years, but this partnership 1632 00:52:31,210 --> 00:52:32,040 is taking it to a 1633 00:52:32,040 --> 00:52:33,810 whole new level. What we're 1634 00:52:33,810 --> 00:52:36,800 doing is we are integrating 1635 00:52:37,580 --> 00:52:40,080 Genesys Engage on Azure. There's 1636 00:52:40,080 --> 00:52:41,350 been some questions, we're looking 1637 00:52:41,350 --> 00:52:44,050 to deliver, for early adopters, 1638 00:52:44,050 --> 00:52:45,560 Genesys Engage on Azure in 1639 00:52:45,560 --> 00:52:46,900 Q3 this year, and we're 1640 00:52:46,900 --> 00:52:48,320 really keen to start those 1641 00:52:48,320 --> 00:52:50,390 conversations with customers. At the same 1642 00:52:50,390 --> 00:52:53,060 time, we're integrating Microsoft teams 1643 00:52:53,220 --> 00:52:54,920 with Genesys Engage and Genesys 1644 00:52:54,920 --> 00:52:56,900 Cloud. We'll have Microsoft teams 1645 00:52:56,900 --> 00:52:58,650 on Genesys cloud available next 1646 00:52:58,650 --> 00:53:02,120 quarter in Q2. Also, native 1647 00:53:02,120 --> 00:53:04,290 integration with Microsoft dynamics. It's 1648 00:53:04,290 --> 00:53:06,330 available today with Genesys Engage 1649 00:53:06,600 --> 00:53:08,700 and available with Genesys Cloud as 1650 00:53:08,700 --> 00:53:12,000 well. But what's really exciting 1651 00:53:12,000 --> 00:53:13,250 is how we bring our 1652 00:53:13,250 --> 00:53:15,610 technology and innovate together. By 1653 00:53:15,610 --> 00:53:18,320 bringing our Genesys AI platform 1654 00:53:18,320 --> 00:53:20,440 and orchestration services to deliver 1655 00:53:20,440 --> 00:53:21,800 those personal experiences, you've just 1656 00:53:21,800 --> 00:53:23,540 seen, we're working with Microsoft 1657 00:53:23,540 --> 00:53:25,200 to bring their Microsoft cognitive 1658 00:53:25,200 --> 00:53:27,610 services, to help power these 1659 00:53:27,910 --> 00:53:29,730 experience and really drive these 1660 00:53:29,730 --> 00:53:32,690 insights and actions to apply these 1661 00:53:32,690 --> 00:53:34,310 experiences. This is just the 1662 00:53:34,310 --> 00:53:36,320 start of the innovation with Microsoft 1663 00:53:36,320 --> 00:53:38,320 and Genesys, but we're also 1664 00:53:38,320 --> 00:53:40,010 going to be going to 1665 00:53:40,010 --> 00:53:41,870 market together and talking to 1666 00:53:41,870 --> 00:53:44,930 customers together. David. Yeah. What I 1667 00:53:45,310 --> 00:53:46,780 would say on that, and I 1668 00:53:46,780 --> 00:53:47,410 know there's been a lot 1669 00:53:47,410 --> 00:53:48,770 of questions in the QA panel of 1670 00:53:48,770 --> 00:53:50,570 why Microsoft and what's the advantages of 1671 00:53:50,570 --> 00:53:51,880 Azure. Beyond the fact that we 1672 00:53:52,130 --> 00:53:53,950 just talked about security scale, 1673 00:53:54,210 --> 00:53:58,450 global presence, historical enterprise relationships, 1674 00:53:59,240 --> 00:54:00,320 the work we're building in 1675 00:54:00,320 --> 00:54:03,360 this hybrid environment is really 1676 00:54:03,360 --> 00:54:04,900 important to think about this 1677 00:54:04,900 --> 00:54:07,930 connected identity, unified identity platform 1678 00:54:07,930 --> 00:54:10,250 between Genesys and Microsoft services 1679 00:54:10,330 --> 00:54:11,460 in a cloud environment, as 1680 00:54:11,460 --> 00:54:13,910 well as on premises. The 1681 00:54:14,090 --> 00:54:16,320 AI capabilities and cognitive services 1682 00:54:16,320 --> 00:54:17,410 within Azure, that we're now 1683 00:54:17,410 --> 00:54:18,640 serving up as a first 1684 00:54:18,640 --> 00:54:20,850 party service into Genesys is 1685 00:54:20,850 --> 00:54:22,820 an exceptional user scenario so 1686 00:54:22,820 --> 00:54:23,900 that you can get more 1687 00:54:23,900 --> 00:54:26,050 insights by just leveraging Genesys 1688 00:54:26,280 --> 00:54:27,230 than you've ever gotten in 1689 00:54:27,230 --> 00:54:29,180 the past. Then obviously this 1690 00:54:29,180 --> 00:54:31,650 database integration and workflow tools 1691 00:54:31,650 --> 00:54:32,650 that we can enable with 1692 00:54:32,650 --> 00:54:34,010 Azure directly in the Genesys 1693 00:54:34,010 --> 00:54:37,030 platform adds that advantage. I 1694 00:54:37,030 --> 00:54:37,810 see a lot of questions 1695 00:54:37,810 --> 00:54:39,160 in the panel about why 1696 00:54:39,560 --> 00:54:41,110 Azure versus some other public 1697 00:54:41,110 --> 00:54:42,510 cloud provider. It's all the 1698 00:54:42,510 --> 00:54:43,870 reasons why all of our customers 1699 00:54:43,870 --> 00:54:45,470 are adopting Azure. It's security, 1700 00:54:45,470 --> 00:54:47,950 it's extendability, it's hybrid it's 1701 00:54:47,950 --> 00:54:50,130 parse, it's AI analytics, it's 1702 00:54:50,130 --> 00:54:51,560 cognitive services that we can 1703 00:54:51,560 --> 00:54:52,800 offer up as first party. 1704 00:54:53,580 --> 00:54:54,580 Furthermore, we're going to continue 1705 00:54:54,700 --> 00:54:55,930 to innovate. There's a reason 1706 00:54:55,930 --> 00:54:56,820 why we hold the number 1707 00:54:56,820 --> 00:54:58,530 one patent requests every year, 1708 00:54:58,790 --> 00:54:59,840 is we continue to build 1709 00:54:59,840 --> 00:55:00,910 new and new services. By 1710 00:55:00,910 --> 00:55:02,870 building this containerized approach for 1711 00:55:02,870 --> 00:55:04,760 Genesys on top of Azure, 1712 00:55:04,950 --> 00:55:06,360 we can actually drive those 1713 00:55:06,360 --> 00:55:08,240 innovations directly into products like 1714 00:55:08,240 --> 00:55:10,550 Genesys to actually extend their 1715 00:55:10,550 --> 00:55:12,440 capabilities in a much more 1716 00:55:12,440 --> 00:55:15,510 efficient and faster format. Yeah. 1717 00:55:15,510 --> 00:55:16,680 I know one of the 1718 00:55:16,680 --> 00:55:18,020 questions here that I'm looking 1719 00:55:18,020 --> 00:55:19,850 at is, I think it's relevant to 1720 00:55:19,850 --> 00:55:21,280 this slide is, what is 1721 00:55:21,280 --> 00:55:24,470 the competitive advantage that, as 1722 00:55:24,470 --> 00:55:26,560 a customer, will gain by 1723 00:55:27,470 --> 00:55:28,720 working on both of these? 1724 00:55:28,830 --> 00:55:29,640 I know we had talked 1725 00:55:29,640 --> 00:55:31,150 before about that question specifically, 1726 00:55:31,770 --> 00:55:32,810 and one of the things 1727 00:55:32,810 --> 00:55:34,310 top of mind is we 1728 00:55:34,310 --> 00:55:36,300 know many customers are already 1729 00:55:36,300 --> 00:55:39,010 Microsoft. They're already using those technologies. 1730 00:55:39,010 --> 00:55:40,360 They're using Genesys of course, 1731 00:55:40,360 --> 00:55:42,650 being on this webinar. Just 1732 00:55:42,650 --> 00:55:44,030 the benefit of being able 1733 00:55:44,030 --> 00:55:45,920 to have our focus on 1734 00:55:45,920 --> 00:55:47,930 the integrations and bringing the 1735 00:55:47,930 --> 00:55:49,490 products to them to market 1736 00:55:49,960 --> 00:55:52,610 together. Yeah, absolutely. Also, again, 1737 00:55:52,610 --> 00:55:53,410 I think there's something to be 1738 00:55:53,410 --> 00:55:54,600 said about the hybrid environment, 1739 00:55:54,740 --> 00:55:56,110 the hybrid capabilities. There are 1740 00:55:56,110 --> 00:55:56,930 always going to be on 1741 00:55:56,930 --> 00:55:58,450 premise applications, and we're really 1742 00:55:58,450 --> 00:56:00,270 the only company that manages 1743 00:56:00,270 --> 00:56:03,020 security policy identity across the 1744 00:56:03,020 --> 00:56:04,470 on premises and the cloud 1745 00:56:05,040 --> 00:56:08,340 infrastructure, is correct. Yeah, there's 1746 00:56:08,340 --> 00:56:09,650 lots of opportunities. There's also, 1747 00:56:09,650 --> 00:56:11,030 one thing to know, we call 1748 00:56:11,030 --> 00:56:12,070 this go- to- market and 1749 00:56:12,070 --> 00:56:13,330 co- sell, which might be 1750 00:56:13,330 --> 00:56:15,080 foreign terms to customers who are like, what does that 1751 00:56:15,080 --> 00:56:16,840 mean? Our sellers are now 1752 00:56:16,940 --> 00:56:17,580 going to be out there 1753 00:56:17,580 --> 00:56:20,060 selling Genesys to their customers 1754 00:56:20,060 --> 00:56:21,840 as well. We compensate our 1755 00:56:21,840 --> 00:56:23,360 sellers for packaging up and 1756 00:56:23,360 --> 00:56:26,300 selling our prioritized ISV solutions 1757 00:56:26,300 --> 00:56:28,780 to their accounts. Obviously, it's 1758 00:56:28,780 --> 00:56:29,370 a little bit of self- 1759 00:56:29,370 --> 00:56:30,810 serving because it pulls through 1760 00:56:30,810 --> 00:56:32,080 Azure, and so we obviously 1761 00:56:32,080 --> 00:56:34,370 get revenue and customers that 1762 00:56:34,370 --> 00:56:35,510 way, but it's really about 1763 00:56:35,510 --> 00:56:37,820 having that integrated, cohesive experience 1764 00:56:37,820 --> 00:56:39,240 for our customers across different 1765 00:56:39,240 --> 00:56:40,740 products that they use. We 1766 00:56:40,740 --> 00:56:42,370 know Genesys is an industry leader 1767 00:56:42,380 --> 00:56:45,070 in customer relationship management. We 1768 00:56:45,070 --> 00:56:45,790 know there's a bunch of 1769 00:56:45,790 --> 00:56:47,530 customers that have Genesys already, so 1770 00:56:47,530 --> 00:56:49,480 how do we connect the fact that they have Microsoft 1771 00:56:49,480 --> 00:56:51,220 and Genesys into a cohesive, 1772 00:56:51,830 --> 00:56:53,680 integrated platform? We're going to 1773 00:56:53,680 --> 00:56:54,500 be able to enable that 1774 00:56:54,500 --> 00:56:55,990 a lot better and both 1775 00:56:55,990 --> 00:56:57,670 of our companies will experience an uplift 1776 00:56:57,670 --> 00:56:59,620 in customer satisfaction and revenue 1777 00:56:59,720 --> 00:57:02,070 as a result. Jeff, I 1778 00:57:02,070 --> 00:57:03,330 know you already gave the 1779 00:57:03,330 --> 00:57:05,780 pitch for our next slide 1780 00:57:05,780 --> 00:57:07,410 is registering to be an 1781 00:57:07,410 --> 00:57:09,360 early adopter for the Genesys 1782 00:57:09,360 --> 00:57:10,860 Engage on Azure again, third 1783 00:57:10,860 --> 00:57:12,030 quarter. I didn't know if 1784 00:57:12,030 --> 00:57:13,240 there was any other highlight 1785 00:57:13,240 --> 00:57:14,010 you wanted to give on 1786 00:57:14,010 --> 00:57:17,200 that. Yeah. Look, like I 1787 00:57:17,200 --> 00:57:19,970 said, we're going to be delivering Genesys 1788 00:57:19,970 --> 00:57:22,840 Engage on Azure, fully containerized 1789 00:57:22,840 --> 00:57:24,780 technology, and that will then 1790 00:57:24,780 --> 00:57:26,900 pave the way for other 1791 00:57:26,900 --> 00:57:29,400 hybrid models and on premise 1792 00:57:29,400 --> 00:57:30,380 models where you'll be able 1793 00:57:30,380 --> 00:57:33,060 to take advantage of Microsoft 1794 00:57:33,060 --> 00:57:36,290 Azure, Genesys Engage and in 1795 00:57:36,290 --> 00:57:37,940 an architecture that you choose 1796 00:57:37,940 --> 00:57:38,640 that's going to suit your 1797 00:57:38,640 --> 00:57:41,540 business. Then, knowing that natively, 1798 00:57:42,000 --> 00:57:43,130 you can bring the best 1799 00:57:43,130 --> 00:57:44,660 of Microsoft and Genesys together with 1800 00:57:44,660 --> 00:57:46,890 Microsoft teams, Microsoft dynamics, and 1801 00:57:46,890 --> 00:57:47,900 how we're going to stitch 1802 00:57:48,940 --> 00:57:51,440 and power and fuel data 1803 00:57:51,520 --> 00:57:53,900 into our AI engines to 1804 00:57:53,900 --> 00:57:55,470 drive these types of experiences. 1805 00:57:56,880 --> 00:57:58,410 Excellent. On that note, I 1806 00:57:58,410 --> 00:57:59,320 know we are just about out of 1807 00:57:59,650 --> 00:58:01,090 time. There's one question that 1808 00:58:01,090 --> 00:58:02,220 pops up here, and certainly 1809 00:58:02,220 --> 00:58:02,940 if we did not get 1810 00:58:02,940 --> 00:58:03,570 to it, I think we've 1811 00:58:03,570 --> 00:58:04,640 answered most of the others. 1812 00:58:05,730 --> 00:58:08,610 question. Having a complete Genesys 1813 00:58:08,610 --> 00:58:10,640 solution can be good, but 1814 00:58:10,640 --> 00:58:11,300 can you have a different 1815 00:58:11,300 --> 00:58:12,410 piece of the solution, for 1816 00:58:12,440 --> 00:58:14,520 example, a different workforce management 1817 00:58:14,520 --> 00:58:16,070 or recording solutions? I'll jump 1818 00:58:16,070 --> 00:58:17,050 in real quick and say, 1819 00:58:17,200 --> 00:58:19,900 so absolutely it is, as 1820 00:58:19,900 --> 00:58:20,900 David had said, one of 1821 00:58:20,900 --> 00:58:22,260 the huge benefits is the 1822 00:58:22,260 --> 00:58:23,910 all in one approach, but 1823 00:58:23,910 --> 00:58:24,690 if there was something like 1824 00:58:24,690 --> 00:58:25,790 a variant they're using for 1825 00:58:25,790 --> 00:58:27,290 workforce management, by all means, 1826 00:58:27,290 --> 00:58:30,380 we have numerous customers who 1827 00:58:30,710 --> 00:58:31,890 tie in those different types 1828 00:58:31,890 --> 00:58:35,740 of technologies. So. Go ahead, 1829 00:58:37,070 --> 00:58:38,060 Jeff. that's mostly part of 1830 00:58:38,610 --> 00:58:39,370 what we talked about at the 1831 00:58:39,370 --> 00:58:39,970 top of the hour, the extensibility 1832 00:58:40,610 --> 00:58:42,290 of cloud platforms, teams, dynamics, 1833 00:58:42,290 --> 00:58:43,660 integration. You can use different 1834 00:58:43,660 --> 00:58:45,830 platforms, but still maintain a 1835 00:58:45,830 --> 00:58:47,490 customer environment by leveraging the 1836 00:58:47,490 --> 00:58:48,450 power of a public cloud, 1837 00:58:48,470 --> 00:58:51,100 so completely correct, Bobbi. Awesome. 1838 00:58:51,460 --> 00:58:54,040 On that note, David, Jeff, 1839 00:58:54,040 --> 00:58:55,390 thank you. This hour, for 1840 00:58:55,390 --> 00:58:57,190 me, at least it's absolutely 1841 00:58:57,190 --> 00:58:59,140 flew. I really appreciate it. 1842 00:58:59,380 --> 00:59:00,390 Josh, back to you to 1843 00:59:00,610 --> 00:59:03,010 close this out. Thank you. Perfect. 1844 00:59:03,360 --> 00:59:06,160 much, Bobbi. Like she said, 1845 00:59:06,160 --> 00:59:06,750 I know that there were 1846 00:59:06,750 --> 00:59:07,660 quite a few questions that 1847 00:59:07,660 --> 00:59:08,620 we didn't get to. Don't 1848 00:59:08,620 --> 00:59:09,800 fret though. We will follow 1849 00:59:09,800 --> 00:59:10,760 up with you via email 1850 00:59:10,760 --> 00:59:11,970 within the next few business 1851 00:59:11,970 --> 00:59:13,360 days, and also feel free 1852 00:59:13,360 --> 00:59:15,440 to email us at 1853 00:59:15,440 --> 00:59:17,040 genesys. com, no caps or 1854 00:59:17,040 --> 00:59:18,230 spaces with the title of 1855 00:59:18,230 --> 00:59:19,390 the webcast in the subject 1856 00:59:19,390 --> 00:59:20,390 line, and we'll make sure 1857 00:59:20,390 --> 00:59:21,120 to follow up with you 1858 00:59:21,120 --> 00:59:22,350 as promptly as we can. 1859 00:59:24,020 --> 00:59:25,090 To wrap up, don't forget 1860 00:59:25,090 --> 00:59:26,590 to take advantage of the 1861 00:59:26,590 --> 00:59:28,520 link that Jeff had referenced 1862 00:59:28,520 --> 00:59:29,620 earlier, that is in the 1863 00:59:29,620 --> 00:59:30,910 resource list below the Q& 1864 00:59:31,010 --> 00:59:31,810 A window. Make sure you 1865 00:59:31,810 --> 00:59:33,350 click on that before today's 1866 00:59:33,350 --> 00:59:35,630 session ends. Also, be on 1867 00:59:35,630 --> 00:59:36,420 the lookout for the on- 1868 00:59:36,420 --> 00:59:38,230 demand recording from ON24. You'll 1869 00:59:38,230 --> 00:59:39,030 be getting that within the 1870 00:59:39,030 --> 00:59:41,210 next few business days. With 1871 00:59:41,210 --> 00:59:42,020 all that being said, on 1872 00:59:42,020 --> 00:59:43,610 behalf of Bobbi David, Jeff, 1873 00:59:43,610 --> 00:59:44,900 and the entire Genesys team, 1874 00:59:44,900 --> 00:59:45,710 we thank you again for 1875 00:59:45,710 --> 00:59:48,540 joining today's webcast. Genesys Engage 1876 00:59:48,650 --> 00:59:50,640 plus Microsoft Azure, transform your 1877 00:59:50,640 --> 00:59:52,560 customer experience in the cloud. Until 1878 00:59:52,560 --> 00:59:53,840 next time, have a good 1879 00:59:53,840 --> 00:59:54,120 one, everyone. [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kq2sQAA"] Meet the Speakers David Totten Chief Technology Officer, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Everyone talks about customer centricity, but few brands are delivering. Only 12% of customers have witnessed serious improvements to the CX; only 11% believe brand even care. The time has come to start walking the talk. This webinar will help. We’ll look at some key trends for 2020 – personalization, AI, omnichannel, customer analytics, agent empowerment, cloud technology, and more – and reveal how to take the most customer-centric, productive action possible. You’ll build a true culture of customer centricity: one defined by action rather than words. Topics include: What will omnichannel look like in 2020? What content do you need to personalize the experience? Does your contact center environment support customer centricity? [mktoform cms_hold="RG" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001kreVQAQ" url="https://www.genesys.com/campaign/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you" ar_url="https://www.genesys.com/campaign/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you"] Meet the Speakers Randy Carter Product Marketing Director [this_page_title] [cutoff co_thick="2px"]You have lofty ambitions for your contact center, and your customers have lofty demands for the experience. How will you turn these aspirations into reality? The answer: a savvy approach to technology. Watch this on-demand webinar on the State of Contact Center Technology to learn how to navigate this journey. Whether your emphasis is on managing technology, designing customer experiences or guiding agents through transformation, our expert speakers will separate fact from fiction, hype from reality and “cool” from “customer-centric” as they empower you to turn the industry’s most exciting innovations into utterly unprecedented result[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HIQAY" url="https://www.genesys.com/campaign/state-of-the-contact-center-webinar-thank-you" ar_url="https://www.genesys.com/campaign/state-of-the-contact-center-webinar-thank-you"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Watch this on-demand webinar with Sheila McGee-Smith and Randolph Carter for an animated conversation that breaks down cloud into the three concepts that matter most as we move forward in this accelerating world. You will learn: The key issues around Applications, particularly as relates to both cloud microservices architectures as well as new AI capabilities The challenges relating to Data: standards, systems, and integrations How to plan for next-generation Infrastructure: communications channels, migration tools, and change management [mktoform cms_hold="RG" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you" cid_id="7011T000001krefQAA" ar_url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you"] Meet the Speakers Randy Carter Product Marketing Director Sheila McGee-Smith Founder - McGee-Smith Analytics AppFoundry Webinar The cloud conversational AI chatbot designed and built for Genesys Cloud [cutoff co_thick="2px"][webinarschedule]According to Gartner, about 70% of all use cases in artificial intelligence (AI) are related to customer service and call centers. Join us in this webinar to learn: How conversational AI and call center agents work hand-in-hand to blend into the entire customer service journey. Conversational AI uses Natural Language Processing and machine learning to identify behaviors and intent. Properly designed chatbots can anticipate customer needs to create true empathy. Botter Conversational AI isn’t a typical chatbot; it’s a machine that automates and fulfills various tasks on behalf of contact center agents. Learn how to scale an expand the Genesys CloudTM platform using the latest in conversational technology to improve your customer experience, increased productivity and grow your profit stream.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kqZUQAY"] Meet the Speaker Sherif Fahmy Marketing Manager IST Networks [this_page_title] [cutoff co_thick="2px"]Migrating to a cloud contact center solution enables your company to continuously provide meaningful experiences while delivering competitive results. Cloud solutions allow you to get automated, get predictive with your customers’ needs and, more importantly, allow you to have a dynamic contact center that can help your company stay competitive. View this on-demand webinar with Robin Gareiss, Founder and President of Nemertes Research, and Derek Adams, Senior Product Marketing Director at Genesys, to learn more about: Why you should be migrating to the cloud What migration looks like for your on-premises contact center [mktoform cta_button="View On-Demand" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HD" url="https://www.genesys.com/campaign/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou" ar_url="https://www.genesys.com/campaign/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou"] Webinar Bytes [Webinar Bytes] Megatrends shaping customer service in 2020 We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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The future of customer service starts with making your call center more human. It’s about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are shaping customer service in 2020. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Director, Product Marketing Genesys Kate Leggett VP & Principal Analyst Forrester Research [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,300 So my first prediction is 2 00:00:02,680 --> 00:00:06,170 that agents aren't essential to 3 00:00:06,170 --> 00:00:08,740 scale anymore. And let me 4 00:00:08,740 --> 00:00:09,790 tell you what I mean 5 00:00:09,790 --> 00:00:11,750 by that and what I want 6 00:00:11,750 --> 00:00:12,660 to do is just take 7 00:00:12,660 --> 00:00:15,360 a step backwards and think 8 00:00:15,360 --> 00:00:18,950 about customer engagement and actually 9 00:00:19,230 --> 00:00:21,160 think about all the wonderful 10 00:00:21,160 --> 00:00:22,880 experiences that surround us in 11 00:00:22,880 --> 00:00:24,150 our daily lives. I mean, 12 00:00:24,150 --> 00:00:26,010 I think about ride sharing 13 00:00:26,010 --> 00:00:28,400 apps like Lyft and Uber that 14 00:00:28,400 --> 00:00:30,440 take all anxiety out of 15 00:00:30,440 --> 00:00:32,180 me getting to my destination 16 00:00:32,420 --> 00:00:33,450 because I have a full 17 00:00:33,450 --> 00:00:37,050 disclosure of information that I 18 00:00:37,050 --> 00:00:38,880 need about my ride to 19 00:00:38,880 --> 00:00:40,560 make me feel comfortable in 20 00:00:40,560 --> 00:00:43,040 that experience. I think about 21 00:00:43,040 --> 00:00:47,790 services like Amazon, like Netflix. 22 00:00:47,840 --> 00:00:49,270 I always joke that those 23 00:00:49,280 --> 00:00:50,650 two services know more about 24 00:00:50,650 --> 00:00:51,990 me than my husband does 25 00:00:52,440 --> 00:00:54,030 because if they're able to 26 00:00:54,030 --> 00:00:59,900 recommend products, movies, content based 27 00:00:59,900 --> 00:01:03,030 on my particular history, what 28 00:01:03,030 --> 00:01:05,350 I've done, that intimate knowledge 29 00:01:05,350 --> 00:01:06,400 of where I've been, what 30 00:01:06,400 --> 00:01:08,380 I've done, how I've rated 31 00:01:08,380 --> 00:01:11,390 products or content. And so what 32 00:01:11,720 --> 00:01:13,390 we say today is that 33 00:01:14,420 --> 00:01:17,400 we're surrounded by these differentiated 34 00:01:17,400 --> 00:01:20,150 experiences and these experiences have 35 00:01:20,150 --> 00:01:21,800 done a good shop at 36 00:01:21,800 --> 00:01:24,330 up leveling our expectations for 37 00:01:24,330 --> 00:01:27,230 engagement with any company that 38 00:01:27,230 --> 00:01:28,740 we do business with, both in 39 00:01:28,740 --> 00:01:31,650 our lives as consumers or 40 00:01:31,650 --> 00:01:33,590 in our business lives. And 41 00:01:33,590 --> 00:01:34,670 at Forrester we say we're 42 00:01:34,670 --> 00:01:35,250 in the age of the 43 00:01:35,250 --> 00:01:38,290 customer where you, the consumer, 44 00:01:38,370 --> 00:01:42,000 the B2B customer, you control 45 00:01:42,000 --> 00:01:45,000 the conversation with any company 46 00:01:45,190 --> 00:01:47,020 that you do business with. 47 00:01:47,250 --> 00:01:49,690 And your expectations are heightened 48 00:01:49,920 --> 00:01:51,640 because of all the wonderful 49 00:01:51,640 --> 00:01:53,970 consumer experiences that surround us. 50 00:01:54,450 --> 00:01:55,880 And it's like when I 51 00:01:55,880 --> 00:01:57,280 see on the screen here, 52 00:01:57,600 --> 00:02:00,990 you expect that any information 53 00:02:00,990 --> 00:02:03,470 that you need is available 54 00:02:03,470 --> 00:02:05,210 on any device at a 55 00:02:05,210 --> 00:02:08,050 person's moment of need. And 56 00:02:08,050 --> 00:02:10,910 so what has happened is 57 00:02:11,100 --> 00:02:17,920 again, our expectations are heightened 58 00:02:18,070 --> 00:02:21,540 because of these wonderful consumer 59 00:02:21,540 --> 00:02:24,140 experiences. And then the way 60 00:02:24,140 --> 00:02:27,450 that we interact with companies 61 00:02:27,750 --> 00:02:29,510 has also changed. Analyst Webinar Megatrends shaping customer service in 2020 Feat. Guest speaker, Kate Leggett from Forrester Research [cutoff co_thick="2px"]The future of customer service starts with making your call center more human. It's about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Get a glimpse of the future. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are redefining contact center protocols in 2020. In this on-demand webinar, you’ll discover: How artificial intelligence (AI) is driving change in the contact center The evolution of customer-agent interactions How technology affects workforce management [cutoff co_thick="2px"]1 00:00:04,800 --> 00:00:06,930 Good morning, evening and afternoon 2 00:00:06,930 --> 00:00:08,490 everyone. My name is Josh 3 00:00:08,490 --> 00:00:09,300 Reed and I'm from the 4 00:00:09,300 --> 00:00:10,460 digital events team here at 5 00:00:10,460 --> 00:00:11,310 Genesys, and I'll be the 6 00:00:11,310 --> 00:00:13,540 moderator for today's webcast. And 7 00:00:13,540 --> 00:00:14,390 let me be the first 8 00:00:14,390 --> 00:00:15,500 to welcome you and say 9 00:00:15,500 --> 00:00:16,540 thank you for joining to 10 00:00:16,540 --> 00:00:18,720 this webcast Mega Trends Shaping 11 00:00:18,720 --> 00:00:21,920 Customer Service in 2020. Before 12 00:00:21,920 --> 00:00:23,390 we get started, as usual, 13 00:00:23,390 --> 00:00:24,620 we have a few housekeeping 14 00:00:24,620 --> 00:00:25,720 items to go through before 15 00:00:25,720 --> 00:00:27,100 we get started. First off, 16 00:00:27,280 --> 00:00:29,100 if you experience any issues 17 00:00:29,180 --> 00:00:30,490 viewing or listening to today's 18 00:00:30,490 --> 00:00:32,510 presentation, refresh your browser and 19 00:00:32,510 --> 00:00:33,210 make sure that it's up 20 00:00:33,210 --> 00:00:34,540 to date to support HTML 21 00:00:34,540 --> 00:00:36,010 5 as this usually fixes 22 00:00:36,010 --> 00:00:37,170 any console issues you may 23 00:00:37,170 --> 00:00:39,360 experience. Also it my help 24 00:00:39,360 --> 00:00:40,470 to switch over to Chrome 25 00:00:40,470 --> 00:00:41,680 or Firefox as well are 26 00:00:41,960 --> 00:00:42,810 as these are the best 27 00:00:42,810 --> 00:00:44,410 browsers to support the webcast 28 00:00:44,410 --> 00:00:46,290 platform. And if you're having 29 00:00:46,290 --> 00:00:47,770 trouble seeing the slides or 30 00:00:47,770 --> 00:00:49,470 the webcams today, you're welcome 31 00:00:49,470 --> 00:00:51,040 to enlarge those by dragging 32 00:00:51,040 --> 00:00:51,950 the bottom right corner of 33 00:00:51,970 --> 00:00:55,070 each window. Also, note this 34 00:00:55,070 --> 00:00:55,890 is designed to be an 35 00:00:55,890 --> 00:00:57,450 interactive experience between you and 36 00:00:57,450 --> 00:00:58,900 our two presenters today. So 37 00:00:58,900 --> 00:00:59,850 at any time during the 38 00:00:59,850 --> 00:01:01,370 webcast, feel free to throw 39 00:01:01,370 --> 00:01:02,680 questions into the Q& A 40 00:01:02,680 --> 00:01:03,330 window in the middle of 41 00:01:03,330 --> 00:01:04,540 your screen and we'll answer 42 00:01:04,540 --> 00:01:05,420 as many as we can 43 00:01:05,420 --> 00:01:06,180 with the time that we 44 00:01:06,180 --> 00:01:07,120 have at the end of 45 00:01:07,120 --> 00:01:09,330 the presentation. However, don't fret 46 00:01:09,330 --> 00:01:10,470 if we do run out 47 00:01:10,470 --> 00:01:11,190 of time and we don't 48 00:01:11,190 --> 00:01:12,750 answer your question aloud, we 49 00:01:12,750 --> 00:01:13,630 will follow up with you 50 00:01:13,630 --> 00:01:14,930 via email within the next 51 00:01:14,930 --> 00:01:17,390 few business days. And to 52 00:01:17,390 --> 00:01:18,870 note that if something happens 53 00:01:18,870 --> 00:01:19,860 during the webinar and you 54 00:01:19,860 --> 00:01:21,540 miss something, don't worry, you 55 00:01:21,540 --> 00:01:22,860 will receive the on demand 56 00:01:22,860 --> 00:01:24,870 recording via email from ON24 57 00:01:24,870 --> 00:01:25,990 within the next few business. 58 00:01:27,840 --> 00:01:29,130 And also at any time 59 00:01:29,130 --> 00:01:30,250 during the webcast, feel free 60 00:01:30,250 --> 00:01:31,440 to check out the resources 61 00:01:31,440 --> 00:01:32,980 below the Q& A window. Clicking 62 00:01:32,980 --> 00:01:33,950 won't take you away, so 63 00:01:33,950 --> 00:01:34,870 don't worry about that. It'll 64 00:01:34,870 --> 00:01:35,580 open up in a new 65 00:01:35,580 --> 00:01:36,920 tab in your browser and 66 00:01:36,920 --> 00:01:38,370 that'll help expand on today's 67 00:01:38,370 --> 00:01:41,500 topic of mega trends. See, 68 00:01:41,620 --> 00:01:42,570 told you short and sweet. 69 00:01:43,500 --> 00:01:45,370 So today we have two 70 00:01:45,370 --> 00:01:47,400 excellent presenters, excited to give you a 71 00:01:47,400 --> 00:01:48,850 glimpse of the future and 72 00:01:48,850 --> 00:01:49,990 discuss mega trends that are 73 00:01:49,990 --> 00:01:52,010 redefining contact center protocols in 74 00:01:52,010 --> 00:01:53,810 2020. So with that being 75 00:01:53,810 --> 00:01:54,640 said, I'm going to hand 76 00:01:54,640 --> 00:01:55,550 things off to one of 77 00:01:55,550 --> 00:01:56,740 our speakers of the hour, 78 00:01:56,880 --> 00:01:58,890 Joe Ciuffo product marketing director 79 00:01:58,890 --> 00:02:00,460 here at Genesys. Joe, the 80 00:02:00,460 --> 00:02:02,500 floor is yours. Thanks Josh. 81 00:02:02,500 --> 00:02:03,590 And hi everyone. Thank you 82 00:02:03,590 --> 00:02:04,540 so much for joining us 83 00:02:04,540 --> 00:02:06,730 today. As mentioned, and for 84 00:02:06,730 --> 00:02:07,570 the first time my name 85 00:02:07,570 --> 00:02:08,370 is spelled right. But I'm 86 00:02:08,370 --> 00:02:10,760 Joe Ciuffo and I'm a product marketing director 87 00:02:10,760 --> 00:02:12,040 here at Genesys. So my 88 00:02:12,040 --> 00:02:14,420 current position is I focus 89 00:02:14,420 --> 00:02:15,920 on artificial intelligence, which right 90 00:02:15,920 --> 00:02:17,630 now surfaces up through chat 91 00:02:17,630 --> 00:02:19,300 bots, using bots on a 92 00:02:19,300 --> 00:02:21,650 voice channel and using predictive 93 00:02:21,650 --> 00:02:23,810 technologies to identify when to 94 00:02:23,810 --> 00:02:25,550 engage with customers and really 95 00:02:25,530 --> 00:02:26,950 find the right time. But 96 00:02:26,950 --> 00:02:27,640 I always like to point 97 00:02:27,640 --> 00:02:29,410 out that I started here as a support 98 00:02:29,540 --> 00:02:30,980 engineer. So near and dear 99 00:02:30,980 --> 00:02:32,420 to my heart is knowing how to 100 00:02:32,420 --> 00:02:33,480 help people and knowing how 101 00:02:33,480 --> 00:02:35,210 to use these technologies to 102 00:02:35,210 --> 00:02:36,480 actually help the agents that 103 00:02:36,480 --> 00:02:37,430 are using it day in 104 00:02:37,430 --> 00:02:38,010 and day out. So with 105 00:02:39,080 --> 00:02:40,330 that, I'll stop blabbing for 106 00:02:40,330 --> 00:02:41,590 a moment. And Kate, would 107 00:02:41,590 --> 00:02:42,600 you mind introducing yourself to 108 00:02:42,600 --> 00:02:44,310 everyone as well? No, no 109 00:02:44,640 --> 00:02:46,680 problem. Hi there. I'm Kate 110 00:02:46,830 --> 00:02:48,440 Leggett, I'm a VP and 111 00:02:48,440 --> 00:02:52,030 principal analyst here at Forrester Research 112 00:02:52,230 --> 00:02:55,210 and I focus on all 113 00:02:55,210 --> 00:02:58,070 things customer service and customer 114 00:02:58,070 --> 00:03:00,420 engagement. And thank you for 115 00:03:00,440 --> 00:03:01,700 taking an hour out of your 116 00:03:01,700 --> 00:03:02,940 busy days to listen to Joe 117 00:03:03,460 --> 00:03:04,970 and I talk about contact 118 00:03:04,970 --> 00:03:07,240 center trends. So Joe, back 119 00:03:07,240 --> 00:03:09,140 to you. Awesome. Well I 120 00:03:09,140 --> 00:03:09,940 think we're in a good 121 00:03:09,940 --> 00:03:10,940 place here. Why don't we 122 00:03:11,240 --> 00:03:12,370 go ahead and get started. 123 00:03:17,380 --> 00:03:18,030 So I guess I got 124 00:03:18,030 --> 00:03:19,060 to move the slide right? 125 00:03:19,790 --> 00:03:24,010 There you go. So my 126 00:03:24,010 --> 00:03:27,030 first prediction is that agents 127 00:03:27,260 --> 00:03:30,330 aren't essential to scale anymore. 128 00:03:31,020 --> 00:03:32,510 And let me tell you 129 00:03:32,510 --> 00:03:34,480 what I mean by that and 130 00:03:34,480 --> 00:03:35,250 what I want to do 131 00:03:35,250 --> 00:03:36,290 is just take a step 132 00:03:36,370 --> 00:03:40,510 backwards and think about customer 133 00:03:40,510 --> 00:03:43,030 engagement and actually think about 134 00:03:43,030 --> 00:03:45,390 all the wonderful experiences that 135 00:03:45,390 --> 00:03:46,530 surround us in our daily 136 00:03:46,530 --> 00:03:47,860 lives. I mean, I think 137 00:03:47,860 --> 00:03:50,140 about ride sharing apps like 138 00:03:50,150 --> 00:03:52,310 Lyft and Uber that take all 139 00:03:52,310 --> 00:03:54,230 anxiety out of me getting 140 00:03:54,230 --> 00:03:56,020 to my destination because I 141 00:03:56,020 --> 00:03:58,960 have a full disclosure of 142 00:03:59,250 --> 00:04:01,290 information that I need about 143 00:04:01,290 --> 00:04:02,490 my ride to make me 144 00:04:02,490 --> 00:04:04,910 feel comfortable in that experience. 145 00:04:05,540 --> 00:04:07,480 I think about services like 146 00:04:07,580 --> 00:04:11,530 Amazon, like Netflix. I always 147 00:04:11,530 --> 00:04:13,260 joke that those two services 148 00:04:13,260 --> 00:04:14,240 know more about me than 149 00:04:14,240 --> 00:04:16,450 my husband does because if 150 00:04:16,450 --> 00:04:19,300 they're able to recommend products, 151 00:04:20,130 --> 00:04:24,440 movies, content based on my 152 00:04:24,440 --> 00:04:26,920 particular history, what I've done, 153 00:04:26,920 --> 00:04:29,080 that intimate knowledge of where 154 00:04:29,080 --> 00:04:30,210 I've been, what I've done, 155 00:04:30,410 --> 00:04:32,510 how I've rated products or 156 00:04:32,510 --> 00:04:35,300 content. And so what we say 157 00:04:35,300 --> 00:04:38,940 today is that we're surrounded 158 00:04:38,940 --> 00:04:42,330 by these differentiated experiences and 159 00:04:42,330 --> 00:04:43,770 these experiences have done a 160 00:04:43,770 --> 00:04:45,740 good shop at up leveling 161 00:04:45,820 --> 00:04:48,940 our expectations for engagement with 162 00:04:49,230 --> 00:04:50,750 any company that we do business 163 00:04:51,250 --> 00:04:52,570 with, both in our lives 164 00:04:52,640 --> 00:04:55,210 as consumers or in our 165 00:04:55,210 --> 00:04:57,380 business lives. And at Forrester 166 00:04:57,380 --> 00:04:58,050 we say we're in the 167 00:04:58,050 --> 00:04:59,610 age of the customer where 168 00:04:59,610 --> 00:05:02,550 you, the consumer, the B2B 169 00:05:02,940 --> 00:05:06,560 customer, you control the conversation 170 00:05:06,680 --> 00:05:09,000 with any company that you 171 00:05:09,000 --> 00:05:10,880 do business with. And your 172 00:05:10,880 --> 00:05:13,600 expectations are heightened because of 173 00:05:13,600 --> 00:05:16,050 all the wonderful consumer experiences 174 00:05:16,050 --> 00:05:18,670 that surround us. And it's 175 00:05:18,670 --> 00:05:19,500 like when I see on 176 00:05:19,500 --> 00:05:21,970 the screen here, you expect 177 00:05:22,360 --> 00:05:24,590 that any information that you 178 00:05:24,590 --> 00:05:27,330 need is available on any 179 00:05:27,330 --> 00:05:29,460 device at a person's moment 180 00:05:29,520 --> 00:05:32,210 of need. And so what 181 00:05:32,210 --> 00:05:36,130 has happened is again, our 182 00:05:36,130 --> 00:05:42,850 expectations are heightened because of 183 00:05:43,330 --> 00:05:46,230 these wonderful consumer experiences. And 184 00:05:46,230 --> 00:05:47,910 then the way that we 185 00:05:48,000 --> 00:05:51,930 interact with companies has also 186 00:05:51,930 --> 00:05:53,810 changed. So let's look at 187 00:05:53,810 --> 00:05:55,840 some data here. This is data 188 00:05:56,680 --> 00:05:59,180 from last year. It's from 189 00:05:59,260 --> 00:06:01,390 probably the best trove of 190 00:06:01,390 --> 00:06:03,660 contact center data. It comes 191 00:06:03,660 --> 00:06:06,840 from dimension data's a benchmarking 192 00:06:06,840 --> 00:06:08,510 report where they go out 193 00:06:08,510 --> 00:06:10,300 and they survey thousands and 194 00:06:10,300 --> 00:06:12,280 thousands of contact center decision- 195 00:06:12,280 --> 00:06:14,600 makers around the world. And 196 00:06:14,600 --> 00:06:16,270 what they are telling us, 197 00:06:16,270 --> 00:06:17,180 and it's very close to 198 00:06:17,180 --> 00:06:19,080 one Forrester sees as well, 199 00:06:19,500 --> 00:06:22,690 is that customers, again, either 200 00:06:22,690 --> 00:06:25,860 consumers or B2B customers want 201 00:06:25,860 --> 00:06:27,900 very little friction when they 202 00:06:27,900 --> 00:06:31,440 interact with companies, they tend 203 00:06:31,440 --> 00:06:33,640 to choose self- service as 204 00:06:33,640 --> 00:06:35,760 a first point of contact 205 00:06:36,140 --> 00:06:39,420 as they interact with brands. 206 00:06:40,490 --> 00:06:42,920 And if they're not able 207 00:06:42,920 --> 00:06:45,190 to find what they're looking 208 00:06:45,190 --> 00:06:48,360 for via self service, they're moving 209 00:06:48,360 --> 00:06:53,970 to digital engagement modalities, chat 210 00:06:54,280 --> 00:06:58,020 messaging for example, because it 211 00:06:58,090 --> 00:07:00,110 values their time. A data point 212 00:07:00,110 --> 00:07:03,530 from Forrester says that 73% 213 00:07:04,030 --> 00:07:06,800 of customers say that valuing 214 00:07:06,800 --> 00:07:08,480 their time is the most 215 00:07:08,480 --> 00:07:11,730 important thing that companies can 216 00:07:11,730 --> 00:07:13,630 do to provide great customer 217 00:07:13,630 --> 00:07:16,370 service. So again, just looking 218 00:07:16,370 --> 00:07:17,410 at the data here, you'd 219 00:07:17,410 --> 00:07:19,120 look at that top bar 220 00:07:19,440 --> 00:07:21,480 and it says 88% of 221 00:07:21,480 --> 00:07:24,090 contact center decision makers project 222 00:07:24,090 --> 00:07:26,070 that their self service volumes 223 00:07:26,070 --> 00:07:27,320 will increase. They're calling it 224 00:07:27,320 --> 00:07:29,760 robotic automation, but these are 225 00:07:29,760 --> 00:07:31,960 self- service volumes are increasing 226 00:07:31,960 --> 00:07:35,730 this year. 77% say that 227 00:07:35,730 --> 00:07:38,910 digital agent assistant service volumes 228 00:07:38,910 --> 00:07:42,470 will increase. And the third 229 00:07:42,470 --> 00:07:45,470 bar says, and my old 230 00:07:45,470 --> 00:07:46,390 eyes can't see it, I 231 00:07:46,390 --> 00:07:50,210 think it says 66% of 232 00:07:51,080 --> 00:07:53,060 contact center decision makers say 233 00:07:53,060 --> 00:07:57,090 that their overall interaction volumes 234 00:07:57,130 --> 00:07:59,260 will increase. This is because 235 00:07:59,260 --> 00:08:00,880 you make it easier to 236 00:08:00,880 --> 00:08:03,620 engage with the companies. And so your 237 00:08:04,010 --> 00:08:07,320 customers will engage more with 238 00:08:07,320 --> 00:08:08,470 companies. And so what this 239 00:08:08,470 --> 00:08:09,530 means is that companies are 240 00:08:09,530 --> 00:08:13,750 being flooded by this mass 241 00:08:13,920 --> 00:08:17,970 of digital engagement from their 242 00:08:17,970 --> 00:08:20,160 customers. The better, the easier 243 00:08:20,160 --> 00:08:21,780 they make it for customers 244 00:08:21,780 --> 00:08:23,820 to engage, again, more customers 245 00:08:23,930 --> 00:08:25,260 will engage with you. And 246 00:08:25,510 --> 00:08:27,820 you want this because better 247 00:08:27,820 --> 00:08:31,740 engagement strengthens customer relations. But 248 00:08:31,740 --> 00:08:34,330 what happens is you can't 249 00:08:34,330 --> 00:08:36,820 keep up with these engagement 250 00:08:36,820 --> 00:08:39,680 volumes without turning to AI 251 00:08:39,680 --> 00:08:42,010 and automation. And that's where 252 00:08:42,110 --> 00:08:43,730 the prediction of agents are 253 00:08:43,730 --> 00:08:45,810 no longer essential to scale 254 00:08:45,810 --> 00:08:49,710 comes from because companies are 255 00:08:49,710 --> 00:08:53,890 infusing AI and automation everywhere 256 00:08:53,890 --> 00:08:57,910 in their operations to keep 257 00:08:57,910 --> 00:09:01,310 up with these ballooning engagement 258 00:09:01,310 --> 00:09:03,750 falling from their customers and 259 00:09:03,750 --> 00:09:05,880 to deliver the quality of 260 00:09:05,880 --> 00:09:11,180 service that customers expect. So what 261 00:09:11,460 --> 00:09:12,200 you're looking at on the 262 00:09:12,200 --> 00:09:15,480 screen here is what we think 263 00:09:15,480 --> 00:09:18,000 of as being value chain 264 00:09:18,560 --> 00:09:21,230 for AI for customer service, 265 00:09:21,560 --> 00:09:23,500 where AI and automation, again, 266 00:09:23,550 --> 00:09:26,860 it encompasses a wealth of 267 00:09:26,860 --> 00:09:32,210 different technologies that basically add 268 00:09:33,000 --> 00:09:36,770 intelligence to your operations and 269 00:09:37,520 --> 00:09:39,680 offload agents comes from doing 270 00:09:39,680 --> 00:09:42,540 rope repetitive work. So at 271 00:09:42,540 --> 00:09:46,350 the low end of this 272 00:09:46,350 --> 00:09:48,330 value chain, you're looking at 273 00:09:48,330 --> 00:09:50,090 AI and automation being able 274 00:09:50,090 --> 00:09:53,410 to increase efficiency on technology 275 00:09:53,540 --> 00:09:56,510 like RPA or automatic case 276 00:09:56,510 --> 00:09:59,250 classification or automatic routing to 277 00:09:59,250 --> 00:10:01,460 be able to offload all 278 00:10:01,460 --> 00:10:04,100 the reproducible or lower value 279 00:10:04,100 --> 00:10:06,900 tasks from agents. Moving up 280 00:10:06,900 --> 00:10:08,680 the value curve, you've got 281 00:10:08,900 --> 00:10:10,550 AI and automation that can 282 00:10:10,550 --> 00:10:13,360 help reduce friction. For example, 283 00:10:13,360 --> 00:10:15,330 monitoring the sentiment of an 284 00:10:15,330 --> 00:10:19,650 interaction and escalating automatically if 285 00:10:19,650 --> 00:10:22,320 a customer seems to distressed. 286 00:10:22,770 --> 00:10:24,220 Moving up the value chain 287 00:10:24,220 --> 00:10:27,440 you've got enhanced customer empowerment. 288 00:10:27,490 --> 00:10:29,850 This is all about chat 289 00:10:29,850 --> 00:10:31,580 bots and self- service and 290 00:10:31,980 --> 00:10:34,560 self- service processes. Again, we 291 00:10:34,560 --> 00:10:35,610 know that customers want to 292 00:10:35,650 --> 00:10:36,990 self serve as first point 293 00:10:36,990 --> 00:10:40,830 of contact and these technologies 294 00:10:41,090 --> 00:10:44,240 empower great self service. And 295 00:10:44,240 --> 00:10:46,740 then four and five on 296 00:10:46,740 --> 00:10:48,450 this value chain are about 297 00:10:48,760 --> 00:10:52,150 proactive and even preemptive service 298 00:10:52,380 --> 00:10:53,760 where for example, you're looking 299 00:10:53,760 --> 00:10:56,740 at the customer's journey on 300 00:10:56,820 --> 00:10:58,960 a web property independent on 301 00:10:58,960 --> 00:11:01,730 the customer's behavior, you're proactively 302 00:11:01,730 --> 00:11:03,360 engaging with the customer to 303 00:11:03,360 --> 00:11:04,640 be able to start a 304 00:11:04,640 --> 00:11:08,860 conversation or offer content or 305 00:11:08,860 --> 00:11:10,570 give them an offer or 306 00:11:10,570 --> 00:11:13,460 preemptive services, again, all about 307 00:11:13,520 --> 00:11:16,360 connected devices and being able 308 00:11:16,360 --> 00:11:21,210 to to preemptively intervene upon 309 00:11:21,210 --> 00:11:22,900 signs of distress. So what 310 00:11:22,940 --> 00:11:25,280 it means is that companies 311 00:11:25,280 --> 00:11:29,020 are infusing AI and automation 312 00:11:29,020 --> 00:11:30,610 just about everywhere in the 313 00:11:30,610 --> 00:11:32,840 customer service operations and what 314 00:11:32,840 --> 00:11:35,740 it does is it allows 315 00:11:36,110 --> 00:11:38,380 content centers to scale without 316 00:11:38,380 --> 00:11:42,270 necessarily having add agent headcount. 317 00:11:43,540 --> 00:11:44,790 So that was a lot 318 00:11:45,450 --> 00:11:50,370 shareable but. I love that. 319 00:11:50,370 --> 00:11:52,130 Actually a few points that 320 00:11:52,130 --> 00:11:53,160 I had written down about 321 00:11:53,270 --> 00:11:55,090 you said where really that 322 00:11:55,090 --> 00:11:56,820 idea, that ease of access 323 00:11:56,820 --> 00:11:58,440 to the information is sometimes 324 00:11:58,500 --> 00:11:59,830 just as important as the 325 00:11:59,830 --> 00:12:01,900 information you're getting itself. And 326 00:12:01,900 --> 00:12:02,550 I love that you brought 327 00:12:02,550 --> 00:12:04,990 up transportation because some side 328 00:12:04,990 --> 00:12:05,670 notes here, I live in 329 00:12:05,670 --> 00:12:07,390 San Francisco. When I think 330 00:12:07,390 --> 00:12:09,170 about this ease of access 331 00:12:09,170 --> 00:12:11,100 to information and Uber, right? 332 00:12:11,430 --> 00:12:13,440 Transportation in San Francisco, I 333 00:12:13,440 --> 00:12:15,150 can take the subway or 334 00:12:15,150 --> 00:12:15,930 I can take an Uber 335 00:12:15,930 --> 00:12:16,840 and the subway might be 336 00:12:16,840 --> 00:12:18,650 going the exact same direction, 337 00:12:19,120 --> 00:12:20,260 but man, for that last 338 00:12:20,260 --> 00:12:22,010 mile, it's definitely a different 339 00:12:22,010 --> 00:12:23,800 experience. So I am more 340 00:12:23,800 --> 00:12:24,500 likely to pay a little 341 00:12:24,620 --> 00:12:25,840 bit more for the experience 342 00:12:25,840 --> 00:12:26,830 that gets me where I 343 00:12:26,830 --> 00:12:27,810 need to go in a 344 00:12:27,810 --> 00:12:29,970 quicker way. And we're seeing 345 00:12:29,970 --> 00:12:31,590 this with customers as well. 346 00:12:31,930 --> 00:12:33,360 In fact, even though I 347 00:12:33,360 --> 00:12:34,780 hate this term millennial because 348 00:12:34,780 --> 00:12:35,520 it puts me in a 349 00:12:35,520 --> 00:12:37,660 bucket, we are seeing research 350 00:12:37,660 --> 00:12:39,950 that shows that millennial users 351 00:12:39,950 --> 00:12:41,420 of banking apps are much 352 00:12:41,420 --> 00:12:43,320 more likely to switch when 353 00:12:43,320 --> 00:12:44,460 they look at better mobile 354 00:12:44,510 --> 00:12:47,030 or digital capabilities. So you're 355 00:12:47,030 --> 00:12:48,360 probably wondering why I'm talking 356 00:12:48,360 --> 00:12:50,770 about digital capabilities and my 357 00:12:50,770 --> 00:12:52,450 first prediction is actually about 358 00:12:52,450 --> 00:12:54,450 voice. I want to talk about our 359 00:12:54,450 --> 00:12:56,030 first prediction here and that voice isn't 360 00:12:56,030 --> 00:12:58,080 dead, but it's absolutely different. 361 00:12:58,660 --> 00:12:59,730 What we've seen as we 362 00:12:59,730 --> 00:13:01,310 talk with customers and we 363 00:13:01,310 --> 00:13:03,200 look at the research, is 364 00:13:03,200 --> 00:13:05,790 that consumers rate immediate responses 365 00:13:06,070 --> 00:13:07,550 as super important. In fact, 366 00:13:07,640 --> 00:13:09,940 HubSpot report noted that 90% of 367 00:13:09,940 --> 00:13:11,980 consumers put it in important 368 00:13:11,980 --> 00:13:13,580 or very important when it 369 00:13:13,580 --> 00:13:14,940 comes to the immediacy of 370 00:13:14,940 --> 00:13:16,820 the response they get. And 371 00:13:16,820 --> 00:13:17,780 we're also looking at other 372 00:13:17,780 --> 00:13:19,680 research that's showing that these 373 00:13:19,680 --> 00:13:22,350 self service requests or initiations 374 00:13:22,350 --> 00:13:23,820 are coming over a voice 375 00:13:24,060 --> 00:13:26,190 channel. So when you think of voice, you think 376 00:13:26,190 --> 00:13:27,430 of a phone, but that's 377 00:13:27,430 --> 00:13:28,400 not the first place where 378 00:13:28,400 --> 00:13:29,270 it starts or even where 379 00:13:29,270 --> 00:13:30,810 it ends. I always like 380 00:13:30,810 --> 00:13:31,610 to tell the story. When 381 00:13:31,610 --> 00:13:32,250 my wife and I went 382 00:13:32,250 --> 00:13:33,410 to Ireland last year, we 383 00:13:33,410 --> 00:13:34,900 were really excited and she 384 00:13:34,900 --> 00:13:35,870 gave me two things to 385 00:13:35,870 --> 00:13:36,930 make sure that I did. It 386 00:13:36,930 --> 00:13:38,490 was make sure our data 387 00:13:38,490 --> 00:13:39,130 would work when we were 388 00:13:39,130 --> 00:13:40,130 in Ireland because I have 389 00:13:40,130 --> 00:13:41,150 no idea how to use 390 00:13:41,150 --> 00:13:42,990 a map apparently. And the 391 00:13:42,990 --> 00:13:44,430 second one was to make 392 00:13:44,430 --> 00:13:45,520 sure I set a travel alert 393 00:13:45,560 --> 00:13:46,760 on her credit card so 394 00:13:46,760 --> 00:13:47,720 we didn't have any issues. 395 00:13:48,340 --> 00:13:49,360 I remembered to set the 396 00:13:49,360 --> 00:13:50,420 travel alert when I was 397 00:13:50,420 --> 00:13:51,720 in Dublin and my card 398 00:13:51,720 --> 00:13:52,680 got declined at the first 399 00:13:52,680 --> 00:13:54,370 restaurant. And I bring that 400 00:13:54,370 --> 00:13:55,950 up because it was something 401 00:13:55,950 --> 00:13:57,040 we fixed, we phoned in 402 00:13:57,040 --> 00:13:58,140 and fixed it, but it 403 00:13:58,140 --> 00:13:59,100 could have been very different. 404 00:13:59,270 --> 00:14:00,370 What if while I was 405 00:14:00,370 --> 00:14:02,370 packing, I just asked my 406 00:14:02,370 --> 00:14:04,130 Amazon Alexa or my Google 407 00:14:04,130 --> 00:14:05,050 home or some of those 408 00:14:05,050 --> 00:14:06,890 devices to do this for 409 00:14:06,890 --> 00:14:08,440 me. And you start to 410 00:14:08,440 --> 00:14:10,210 think about voice being less 411 00:14:10,210 --> 00:14:11,410 of a channel and more 412 00:14:11,410 --> 00:14:12,920 of an interface. When we 413 00:14:12,920 --> 00:14:14,470 look at these home devices, 414 00:14:14,790 --> 00:14:16,140 they are becoming the towns 415 00:14:16,140 --> 00:14:18,260 square where it may not 416 00:14:18,260 --> 00:14:19,550 be controlled by a business 417 00:14:19,550 --> 00:14:21,280 or even something that you 418 00:14:21,280 --> 00:14:23,830 have direct ownership of but 419 00:14:23,830 --> 00:14:25,560 it's absolutely where communication is 420 00:14:25,560 --> 00:14:27,200 happening and it's absolutely where 421 00:14:27,200 --> 00:14:29,460 that real conversation with customers 422 00:14:29,460 --> 00:14:31,270 are occurring. So it's the 423 00:14:31,270 --> 00:14:33,640 notion of letting someone set 424 00:14:33,640 --> 00:14:34,930 the music they'd like to 425 00:14:34,930 --> 00:14:36,560 listen to and also navigating 426 00:14:36,560 --> 00:14:38,220 through your interface all from 427 00:14:38,220 --> 00:14:39,350 the same place in the 428 00:14:39,350 --> 00:14:41,420 moment of need and alleviating 429 00:14:41,750 --> 00:14:44,310 those user experience issues. Just 430 00:14:44,310 --> 00:14:45,200 to note on that, I 431 00:14:45,200 --> 00:14:46,030 still to this day have 432 00:14:46,030 --> 00:14:47,510 no idea where sending the 433 00:14:47,510 --> 00:14:48,610 travel alert would occur in 434 00:14:48,610 --> 00:14:50,280 my banking app. It's something 435 00:14:50,280 --> 00:14:51,020 I would call in for 436 00:14:51,020 --> 00:14:51,900 or have to dig around 437 00:14:51,900 --> 00:14:53,200 for, but not something that 438 00:14:53,200 --> 00:14:55,980 I would proactively research. So 439 00:14:55,980 --> 00:14:57,700 to tie that in, it 440 00:14:57,700 --> 00:14:58,830 comes down to why should 441 00:14:58,830 --> 00:15:01,170 we care? Well, this is the first time, 442 00:15:01,170 --> 00:15:02,360 especially looking in this next 443 00:15:02,360 --> 00:15:04,090 year, that that technology is 444 00:15:04,090 --> 00:15:05,820 good enough to start leveraging 445 00:15:05,820 --> 00:15:07,740 on the voice channel. As 446 00:15:07,740 --> 00:15:08,980 you think about calling in 447 00:15:08,980 --> 00:15:10,230 on a number now, we 448 00:15:10,230 --> 00:15:11,660 can extend this voice bot 449 00:15:11,660 --> 00:15:13,820 technology. It has the ability 450 00:15:13,820 --> 00:15:15,180 to pick up on nuances 451 00:15:15,180 --> 00:15:17,150 like alphanumeric where if you're 452 00:15:17,150 --> 00:15:18,210 an airline and you're giving 453 00:15:18,210 --> 00:15:19,630 your confirmation code, which is 454 00:15:19,630 --> 00:15:22,760 numbers, digits and letters, this 455 00:15:22,760 --> 00:15:23,610 used to be hard to 456 00:15:23,610 --> 00:15:25,060 understand from a natural language 457 00:15:25,060 --> 00:15:26,790 processing. We don't have these 458 00:15:26,790 --> 00:15:28,450 problems anymore so that we can 459 00:15:28,450 --> 00:15:30,100 change the experience to be 460 00:15:30,100 --> 00:15:31,920 more about the conversation and 461 00:15:31,920 --> 00:15:32,650 where we need to take 462 00:15:32,650 --> 00:15:34,140 you next because we understand 463 00:15:34,140 --> 00:15:35,740 that instead of a maze 464 00:15:35,740 --> 00:15:36,770 of menus that you have 465 00:15:36,770 --> 00:15:38,640 to listen to and hopefully 466 00:15:38,640 --> 00:15:40,890 select the right one. Now 467 00:15:40,960 --> 00:15:41,790 I did cheat a little 468 00:15:41,790 --> 00:15:42,500 bit here. I have a 469 00:15:42,500 --> 00:15:43,820 1A as well on our 470 00:15:43,820 --> 00:15:45,570 predictions and it's because I 471 00:15:45,570 --> 00:15:46,320 don't want you to think that 472 00:15:46,550 --> 00:15:47,470 we're just keying in on 473 00:15:47,470 --> 00:15:50,140 voice. Commerce is messaging. We're 474 00:15:50,140 --> 00:15:51,450 seeing a lot of research 475 00:15:51,540 --> 00:15:52,610 hint at that as well 476 00:15:52,610 --> 00:15:54,460 from our end and for 477 00:15:54,460 --> 00:15:55,330 you out there in the 478 00:15:55,340 --> 00:15:57,220 field and in the audience, 479 00:15:57,460 --> 00:15:58,780 have you ever kept multiple 480 00:15:58,780 --> 00:16:00,420 tabs open on your browser 481 00:16:00,830 --> 00:16:02,180 because you wanted to purchase something, 482 00:16:02,180 --> 00:16:03,450 but you just had another 483 00:16:03,450 --> 00:16:04,790 question around it, right? Think 484 00:16:05,020 --> 00:16:06,530 about shoes that you wanted to buy. 485 00:16:06,880 --> 00:16:08,010 Do those shoes run small, 486 00:16:08,010 --> 00:16:09,060 do they run large? You've 487 00:16:09,060 --> 00:16:09,900 got to look that up. 488 00:16:10,410 --> 00:16:11,420 Think about a flight you 489 00:16:11,420 --> 00:16:12,870 might have for work, is 490 00:16:12,880 --> 00:16:13,810 there a chance if it's 491 00:16:13,810 --> 00:16:14,600 a long flight that you 492 00:16:14,600 --> 00:16:15,620 can get the upgrade even 493 00:16:15,620 --> 00:16:16,840 though that's on the wishlist, 494 00:16:16,840 --> 00:16:18,390 not always happening. It's worth 495 00:16:18,390 --> 00:16:19,600 checking and it stops you 496 00:16:19,600 --> 00:16:21,400 from purchasing it. And what 497 00:16:21,400 --> 00:16:23,300 about something else, maybe even 498 00:16:23,300 --> 00:16:24,580 more in the weeds. You're 499 00:16:24,580 --> 00:16:25,290 trying to get a car 500 00:16:25,290 --> 00:16:26,540 insurance policy. You've just moved 501 00:16:26,540 --> 00:16:27,840 to a new state, you've 502 00:16:27,840 --> 00:16:28,930 already got home insurance with 503 00:16:28,930 --> 00:16:30,340 that company, do you get 504 00:16:30,340 --> 00:16:31,590 a discount? Would it stop 505 00:16:31,590 --> 00:16:32,880 you from just self- serving 506 00:16:32,880 --> 00:16:33,800 and filling that form out 507 00:16:33,800 --> 00:16:36,300 on your own? Messaging is 508 00:16:36,300 --> 00:16:37,970 asynchronous by nature and Kate 509 00:16:37,970 --> 00:16:39,650 brought this up earlier. I 510 00:16:39,650 --> 00:16:41,330 could start chatting with my 511 00:16:41,330 --> 00:16:42,720 company on the train on 512 00:16:42,720 --> 00:16:43,870 the way to work asking 513 00:16:43,870 --> 00:16:45,570 them about this insurance policy. 514 00:16:46,150 --> 00:16:46,730 But once I'm in the 515 00:16:46,730 --> 00:16:48,240 office, I might switch to 516 00:16:48,240 --> 00:16:49,580 my laptop and switching to 517 00:16:49,580 --> 00:16:50,910 my laptop means I'm picking 518 00:16:50,910 --> 00:16:52,520 up on that same conversation 519 00:16:52,540 --> 00:16:54,400 across a messaging channel but 520 00:16:54,400 --> 00:16:55,330 I'm doing it in a different 521 00:16:55,330 --> 00:16:56,650 way and I'm doing it 522 00:16:56,650 --> 00:16:58,830 at a different time. Great 523 00:16:58,830 --> 00:17:00,290 thing about messaging is we 524 00:17:00,290 --> 00:17:02,430 see this burst capability, so 525 00:17:02,430 --> 00:17:03,800 asynchronous, meaning we pick up 526 00:17:03,800 --> 00:17:05,210 when we're ready and then 527 00:17:05,210 --> 00:17:06,340 we can really jump in 528 00:17:06,340 --> 00:17:07,670 and start that conversation when we 529 00:17:07,670 --> 00:17:09,470 have the free time. And 530 00:17:09,470 --> 00:17:10,180 this is what it comes 531 00:17:10,180 --> 00:17:11,840 down to, is giving someone 532 00:17:11,840 --> 00:17:13,170 a tangible reference of when 533 00:17:13,170 --> 00:17:14,410 things are working, when they're 534 00:17:14,410 --> 00:17:15,680 going in the right direction, 535 00:17:16,120 --> 00:17:17,110 and then having a place 536 00:17:17,110 --> 00:17:17,960 that they can come back 537 00:17:18,190 --> 00:17:19,160 and pick up. And that's 538 00:17:19,160 --> 00:17:21,220 what messaging is about. So 539 00:17:21,590 --> 00:17:22,770 I think it all ends 540 00:17:22,770 --> 00:17:24,390 with the fact that messaging 541 00:17:24,390 --> 00:17:26,140 apps tie into payment applications. 542 00:17:26,320 --> 00:17:27,210 This is the first time 543 00:17:27,210 --> 00:17:28,310 we have these channels that 544 00:17:28,310 --> 00:17:30,010 bring everything together and don't 545 00:17:30,010 --> 00:17:31,500 call it a disjointed experience. 546 00:17:31,950 --> 00:17:32,960 Kate I know I have babbled 547 00:17:32,960 --> 00:17:34,060 for a while over back 548 00:17:34,060 --> 00:17:34,280 to you. What do you think about that? 549 00:17:38,380 --> 00:17:40,610 agents are no longer essential to 550 00:17:40,610 --> 00:17:42,620 scale. I talked about digital 551 00:17:42,620 --> 00:17:43,870 engagement in the house self-service 552 00:17:44,390 --> 00:17:46,510 and digital engagement is rising. 553 00:17:46,690 --> 00:17:48,700 You talked about voice self 554 00:17:48,840 --> 00:17:51,380 service, you talked about conversational 555 00:17:51,380 --> 00:17:54,440 commerce, which is powered in 556 00:17:54,500 --> 00:17:58,150 part by bots, by automation. 557 00:17:58,530 --> 00:18:00,910 It all makes sense. This 558 00:18:00,910 --> 00:18:02,210 is the way the world 559 00:18:02,210 --> 00:18:04,250 is going. So what happens 560 00:18:05,240 --> 00:18:09,710 to your agents. Where do 561 00:18:09,710 --> 00:18:13,320 they fall in the spectrum 562 00:18:13,420 --> 00:18:16,250 of importance if again, so 563 00:18:16,250 --> 00:18:21,220 much engagement is going to 564 00:18:21,250 --> 00:18:23,970 self- service, to digital channels, 565 00:18:23,970 --> 00:18:26,450 voice channels that are automated? 566 00:18:27,440 --> 00:18:29,040 So the next trend is 567 00:18:29,040 --> 00:18:32,680 about agents and the technologies 568 00:18:32,680 --> 00:18:35,010 that agents need to be 569 00:18:35,010 --> 00:18:38,820 able to effectively support their 570 00:18:38,820 --> 00:18:41,470 customers. So to be able 571 00:18:41,470 --> 00:18:43,040 to talk about this, let's 572 00:18:43,040 --> 00:18:44,280 look at this data again, 573 00:18:44,440 --> 00:18:46,300 the dimension data that I 574 00:18:46,300 --> 00:18:48,380 had brought up before. So 575 00:18:48,380 --> 00:18:50,700 the bottom set of data is 576 00:18:50,700 --> 00:18:54,010 really interesting. It's all about 577 00:18:54,520 --> 00:18:56,050 phone volumes and it's not 578 00:18:56,440 --> 00:18:58,350 voice self- service, this is 579 00:18:58,350 --> 00:19:01,110 live agents on the phone 580 00:19:01,200 --> 00:19:03,910 answering customer calls. And what 581 00:19:03,910 --> 00:19:06,480 we find is that 64% 582 00:19:06,480 --> 00:19:08,490 of contact center decision makers 583 00:19:08,720 --> 00:19:13,200 believe that voice volumes will 584 00:19:13,200 --> 00:19:17,350 drop. And this is understandable 585 00:19:17,350 --> 00:19:19,680 because we're moving to a 586 00:19:19,680 --> 00:19:23,920 digital first self- service first 587 00:19:23,920 --> 00:19:26,530 world. But what's actually getting 588 00:19:26,530 --> 00:19:29,480 into the contact center? It's 589 00:19:29,480 --> 00:19:31,600 the harder calls, the calls 590 00:19:31,730 --> 00:19:33,730 that weren't able to be 591 00:19:33,730 --> 00:19:37,700 answered via self surface, where a 592 00:19:37,860 --> 00:19:40,010 customer has already gone to 593 00:19:40,010 --> 00:19:41,400 your website, to your mobile 594 00:19:41,400 --> 00:19:43,790 site, looked for information, perhaps 595 00:19:43,790 --> 00:19:46,240 even chatted with an agent, 596 00:19:46,300 --> 00:19:47,900 isn't able to really get 597 00:19:47,900 --> 00:19:49,630 the answer. So they're picking 598 00:19:49,630 --> 00:19:50,860 up the phone and they're 599 00:19:50,860 --> 00:19:53,440 calling a contact center. So 600 00:19:53,830 --> 00:19:56,300 voice calls, the actual volume 601 00:19:56,300 --> 00:19:58,470 is dropping. Again, because self 602 00:19:58,470 --> 00:20:00,280 service is picking off a 603 00:20:00,280 --> 00:20:01,900 lot of the easy inquiries. 604 00:20:02,140 --> 00:20:05,410 But the length of calls 605 00:20:05,470 --> 00:20:08,220 is actually getting longer again, 606 00:20:08,220 --> 00:20:09,260 because you're getting the more 607 00:20:09,260 --> 00:20:11,660 complicated calls. It could be 608 00:20:11,660 --> 00:20:13,470 the exceptions, it could be 609 00:20:13,470 --> 00:20:18,470 the calls where there's multiple 610 00:20:18,470 --> 00:20:22,090 questions within a call. So 611 00:20:22,090 --> 00:20:23,140 your agents are getting the 612 00:20:23,140 --> 00:20:25,860 harder calls. Something else is 613 00:20:25,860 --> 00:20:31,120 happening as well, your customers 614 00:20:32,030 --> 00:20:34,190 are frustrated as they get 615 00:20:34,190 --> 00:20:36,830 to the agent. So the 616 00:20:36,830 --> 00:20:39,090 agent doesn't necessarily only need 617 00:20:39,090 --> 00:20:41,420 to deal with the harder 618 00:20:41,420 --> 00:20:43,850 call, but they may be 619 00:20:43,910 --> 00:20:45,530 having to deal with the customer 620 00:20:45,530 --> 00:20:47,530 who's frustrated because their time 621 00:20:47,530 --> 00:20:49,020 has been wasted by going 622 00:20:49,020 --> 00:20:50,240 to self- service and not 623 00:20:50,240 --> 00:20:51,470 finding what they're looking for. 624 00:20:51,820 --> 00:20:53,680 Or are they maybe anxious. They 625 00:20:53,680 --> 00:20:55,360 have a medication that's not 626 00:20:55,360 --> 00:20:58,570 covered by their policy and 627 00:20:58,570 --> 00:21:00,350 it's a medication that's prescribed 628 00:21:00,350 --> 00:21:01,860 that they really need. Or 629 00:21:01,860 --> 00:21:04,050 they're angry because on their 630 00:21:04,050 --> 00:21:05,750 bills there's a surcharge that 631 00:21:05,750 --> 00:21:07,730 they don't understand. And so 632 00:21:07,730 --> 00:21:09,300 they're in a combative mood. 633 00:21:09,500 --> 00:21:11,500 So the agent actually has a 634 00:21:11,500 --> 00:21:13,460 tough time. They're getting this 635 00:21:13,460 --> 00:21:17,910 escalated call which is a 636 00:21:18,120 --> 00:21:20,610 harder call because the work 637 00:21:20,610 --> 00:21:22,330 is more complex and they're 638 00:21:22,330 --> 00:21:24,130 having to understand the emotional 639 00:21:24,130 --> 00:21:26,020 state of the customer and 640 00:21:26,020 --> 00:21:28,480 react to that emotional state, 641 00:21:28,830 --> 00:21:32,300 turn the conversation around and 642 00:21:32,300 --> 00:21:34,350 do the right thing for 643 00:21:34,350 --> 00:21:36,760 the customer. So where does 644 00:21:36,860 --> 00:21:38,820 this all tie into the 645 00:21:38,820 --> 00:21:43,410 prediction about the agent desktop 646 00:21:44,170 --> 00:21:46,450 evolve? And this is because 647 00:21:46,450 --> 00:21:48,700 your agents today have to 648 00:21:48,700 --> 00:21:50,860 be supported by a much 649 00:21:50,860 --> 00:21:53,490 greater range of technologies to 650 00:21:53,490 --> 00:21:55,450 be able to serve the 651 00:21:55,450 --> 00:21:58,550 customer and provide the quality 652 00:21:58,550 --> 00:22:00,660 of service that they expect. 653 00:22:01,170 --> 00:22:03,500 So what we find is 654 00:22:03,500 --> 00:22:04,520 if you look at most 655 00:22:04,520 --> 00:22:07,550 agent desktops, they have a customer 656 00:22:07,550 --> 00:22:10,130 service solution that they're doing 657 00:22:10,130 --> 00:22:11,530 their work in. And their 658 00:22:11,530 --> 00:22:13,920 customer service solution does things like 659 00:22:14,470 --> 00:22:16,410 help you identify the customer, 660 00:22:16,410 --> 00:22:18,210 pull up the customer history, 661 00:22:18,910 --> 00:22:21,460 being able to capture the 662 00:22:21,460 --> 00:22:24,350 inquiry details, workflow the inquiry. 663 00:22:25,340 --> 00:22:26,670 It's got components of case 664 00:22:26,670 --> 00:22:29,390 management. You may also be 665 00:22:29,390 --> 00:22:31,050 able to pop up some 666 00:22:31,580 --> 00:22:33,770 associated knowledge from the knowledge 667 00:22:33,770 --> 00:22:41,530 base. And this customer service 668 00:22:41,530 --> 00:22:43,770 solution is also able to 669 00:22:43,770 --> 00:22:45,760 work omnichannel inquiries. So not 670 00:22:45,760 --> 00:22:47,390 only phone calls but digital 671 00:22:47,390 --> 00:22:49,530 inquiries as well. But what we 672 00:22:49,530 --> 00:22:52,420 also find is that many 673 00:22:52,420 --> 00:22:54,420 contact centers are layering on 674 00:22:54,480 --> 00:22:57,910 additional technologies to make agents 675 00:22:57,910 --> 00:23:01,070 more efficient, more effective, and 676 00:23:01,070 --> 00:23:03,860 to be able to prescribe 677 00:23:03,860 --> 00:23:05,470 the right set of actions 678 00:23:05,470 --> 00:23:07,940 for the agent. So on 679 00:23:07,940 --> 00:23:10,430 desktops, in terms of efficiency 680 00:23:10,430 --> 00:23:12,600 tools, we see many companies 681 00:23:12,600 --> 00:23:15,130 adopting things like RPA or 682 00:23:15,130 --> 00:23:19,030 process guidance that handhold agents 683 00:23:19,030 --> 00:23:24,890 through predefined processes around effectiveness 684 00:23:24,890 --> 00:23:26,740 tool to make agents more 685 00:23:26,740 --> 00:23:30,420 effective. We see, for example 686 00:23:30,420 --> 00:23:32,450 cognitive search solutions that are 687 00:23:32,450 --> 00:23:36,530 layered on top of silos 688 00:23:36,530 --> 00:23:39,380 of data like bug databases 689 00:23:39,380 --> 00:23:42,040 or content repositories to be 690 00:23:42,040 --> 00:23:43,380 able to pull up the 691 00:23:43,380 --> 00:23:45,710 right content or the right 692 00:23:45,960 --> 00:23:48,640 related data based on the 693 00:23:48,640 --> 00:23:51,380 customer's inquiry. We also see 694 00:23:51,380 --> 00:23:53,250 tools like agent facing chat 695 00:23:53,250 --> 00:23:56,430 bots to help the agent 696 00:23:56,640 --> 00:23:58,540 surface the right data, the 697 00:23:58,540 --> 00:24:00,680 right information that they need 698 00:24:00,940 --> 00:24:02,720 depending on the intent that's 699 00:24:02,720 --> 00:24:05,490 captured from the customer. We 700 00:24:05,490 --> 00:24:08,710 also see collaboration tools where 701 00:24:08,710 --> 00:24:10,760 agents can collaborate with other 702 00:24:10,760 --> 00:24:11,940 agents to work on the 703 00:24:11,940 --> 00:24:14,360 harder work. And we also 704 00:24:14,360 --> 00:24:16,030 see in terms of prescriptive 705 00:24:16,030 --> 00:24:17,020 tool, a lot of the 706 00:24:17,020 --> 00:24:21,360 AI or intelligence fueled solutions 707 00:24:21,360 --> 00:24:23,150 to be able to push 708 00:24:23,150 --> 00:24:25,660 the next best action to 709 00:24:25,660 --> 00:24:26,930 the agent. What's the next 710 00:24:26,930 --> 00:24:29,150 best conversation the agent needs 711 00:24:29,150 --> 00:24:30,570 to have or the right 712 00:24:30,640 --> 00:24:32,500 offer to be able to 713 00:24:32,960 --> 00:24:34,980 present to the agent that 714 00:24:34,980 --> 00:24:38,690 has the highest rate of 715 00:24:38,690 --> 00:24:40,620 being accepted. So what we 716 00:24:40,620 --> 00:24:43,060 find is again, the agents 717 00:24:43,130 --> 00:24:44,680 are working on the harder work 718 00:24:45,040 --> 00:24:49,010 and they are helped along 719 00:24:49,240 --> 00:24:52,420 by this set of tooling 720 00:24:52,640 --> 00:24:54,580 that tends to be assembled 721 00:24:55,260 --> 00:24:56,780 by starting off with a customer 722 00:24:56,780 --> 00:24:58,610 service solution and then layering 723 00:24:58,610 --> 00:25:00,770 on the technologies that are 724 00:25:00,770 --> 00:25:02,100 needed to be able to 725 00:25:02,100 --> 00:25:11,650 adequately support the agent. So 726 00:25:11,750 --> 00:25:14,460 Joe, does that resonate? Yeah. And 727 00:25:15,640 --> 00:25:16,460 it almost looks like I 728 00:25:16,460 --> 00:25:17,310 stole your homework a little 729 00:25:17,570 --> 00:25:18,690 bit, but I love what 730 00:25:18,690 --> 00:25:19,830 you just brought up because 731 00:25:19,830 --> 00:25:21,010 it ties right into our 732 00:25:21,010 --> 00:25:23,640 second prediction that employees become 733 00:25:23,640 --> 00:25:25,590 a brand differentiator that are 734 00:25:25,590 --> 00:25:27,790 augmented by AI. And Kate, 735 00:25:27,790 --> 00:25:28,440 if there's one thing I think that 736 00:25:28,950 --> 00:25:29,910 you hit on really nicely 737 00:25:29,950 --> 00:25:31,550 that I got from that was as 738 00:25:31,550 --> 00:25:33,420 AI is becoming increasingly more 739 00:25:33,420 --> 00:25:36,460 consistent and capable, we're finding 740 00:25:36,460 --> 00:25:37,850 that in the contact center, 741 00:25:37,850 --> 00:25:39,160 the agent's work is going 742 00:25:39,160 --> 00:25:40,050 to become not just more 743 00:25:40,050 --> 00:25:41,980 difficult, but empathetic as well. 744 00:25:42,610 --> 00:25:43,880 So it's important that we 745 00:25:43,880 --> 00:25:46,110 understand that really AI will 746 00:25:46,110 --> 00:25:47,530 enable agents to make better 747 00:25:47,720 --> 00:25:49,680 decisions and focus on empathy 748 00:25:49,860 --> 00:25:52,350 within those customer interactions. And 749 00:25:52,350 --> 00:25:53,900 we're seeing that now through 750 00:25:53,900 --> 00:25:55,450 just- in- time interfaces that 751 00:25:55,450 --> 00:25:57,540 are surfacing both information and 752 00:25:57,540 --> 00:25:59,220 even applications as they're needed 753 00:25:59,220 --> 00:26:01,220 in real time. What I've 754 00:26:01,320 --> 00:26:02,360 gotten away from this, and 755 00:26:02,360 --> 00:26:03,110 even as I was a 756 00:26:03,110 --> 00:26:05,220 support engineer, is that complicated 757 00:26:05,220 --> 00:26:07,350 interfaces and integrations and other 758 00:26:07,350 --> 00:26:09,250 systems, those should no longer 759 00:26:09,250 --> 00:26:10,410 be the obligation of the 760 00:26:10,410 --> 00:26:12,290 agent, rather the bandwidth to 761 00:26:12,290 --> 00:26:14,070 pay attention to this interaction. 762 00:26:14,650 --> 00:26:16,430 So as we're tying that 763 00:26:16,430 --> 00:26:18,130 up for our prediction around 764 00:26:18,130 --> 00:26:20,100 employees becoming a brand differentiator, 765 00:26:20,620 --> 00:26:21,670 we think about that the 766 00:26:21,670 --> 00:26:23,420 rising interactions are happening across 767 00:26:23,470 --> 00:26:25,510 channels, but what's going to 768 00:26:25,580 --> 00:26:26,960 the agents are more difficult. 769 00:26:27,130 --> 00:26:28,110 So the tools that they 770 00:26:28,110 --> 00:26:30,210 need are companion tools that 771 00:26:30,210 --> 00:26:31,860 are infused in those applications, 772 00:26:31,860 --> 00:26:33,760 not beside them, and AI 773 00:26:33,760 --> 00:26:35,370 is helping agents make these 774 00:26:35,370 --> 00:26:36,890 great judgment calls while they're 775 00:26:36,890 --> 00:26:38,970 on an interaction not replacing 776 00:26:38,970 --> 00:26:40,900 agents. So if you remember 777 00:26:40,900 --> 00:26:41,670 a few years ago, Apple 778 00:26:41,670 --> 00:26:42,960 music was really popular for 779 00:26:42,970 --> 00:26:45,570 having real DJs curating playlists. 780 00:26:46,210 --> 00:26:47,910 It was about humans being 781 00:26:47,910 --> 00:26:49,220 important and part of that new 782 00:26:49,220 --> 00:26:50,500 offering they had around Apple 783 00:26:50,500 --> 00:26:52,000 music. I think we're seeing 784 00:26:52,000 --> 00:26:53,290 that pendulum swing come back 785 00:26:53,290 --> 00:26:55,640 again to humans being crucial 786 00:26:55,690 --> 00:26:57,710 to the experience. And just 787 00:26:57,710 --> 00:26:59,180 a quick story there before 788 00:26:59,180 --> 00:27:00,700 I babble like I always 789 00:27:00,700 --> 00:27:02,210 do. When we look at 790 00:27:02,210 --> 00:27:04,050 large retailers, imagine you're a 791 00:27:04,050 --> 00:27:05,670 parent moving your son or 792 00:27:05,670 --> 00:27:07,530 daughter into college. What if 793 00:27:07,530 --> 00:27:08,090 you went to one of 794 00:27:08,090 --> 00:27:09,240 those large retailers and bought 795 00:27:09,240 --> 00:27:10,130 all the items you need 796 00:27:10,130 --> 00:27:11,410 for a dorm, right? The 797 00:27:11,720 --> 00:27:13,530 air conditioning unit, maybe a 798 00:27:13,530 --> 00:27:15,100 mini fridge, maybe some food, 799 00:27:15,540 --> 00:27:17,440 all these different items. If 800 00:27:17,490 --> 00:27:18,570 the roommate already had them, 801 00:27:18,570 --> 00:27:19,520 you might want to return 802 00:27:19,520 --> 00:27:20,690 them. But think about how 803 00:27:20,690 --> 00:27:22,070 many return policies that is. 804 00:27:22,070 --> 00:27:23,160 And we've done the research 805 00:27:23,160 --> 00:27:24,740 and seen on average, these 806 00:27:24,740 --> 00:27:26,020 large retailers have upwards of 807 00:27:26,040 --> 00:27:28,500 19 different return policies. So 808 00:27:28,500 --> 00:27:29,420 if you call in just 809 00:27:29,420 --> 00:27:30,180 to figure out and what 810 00:27:30,180 --> 00:27:31,250 you can actually bring back 811 00:27:31,250 --> 00:27:33,010 and what's a lost cause, 812 00:27:33,370 --> 00:27:34,240 that's a lot for the 813 00:27:34,240 --> 00:27:35,660 agent to dig through. That 814 00:27:35,660 --> 00:27:36,690 means they're going on hold. 815 00:27:36,690 --> 00:27:37,500 That means there's a lot 816 00:27:37,540 --> 00:27:38,870 of ums and uhs as they try 817 00:27:38,870 --> 00:27:39,740 to figure it out on 818 00:27:39,740 --> 00:27:41,930 their end. Using these AI 819 00:27:41,930 --> 00:27:43,960 assisted technologies mean I can 820 00:27:43,960 --> 00:27:45,650 pull up the closest location 821 00:27:45,650 --> 00:27:46,650 to you based around your 822 00:27:46,650 --> 00:27:47,650 call and what you said, 823 00:27:47,650 --> 00:27:49,610 where you're located, what college 824 00:27:49,950 --> 00:27:50,770 and then I can let 825 00:27:50,770 --> 00:27:53,040 the AI identify the nuances 826 00:27:53,040 --> 00:27:54,220 of what items are you 827 00:27:54,220 --> 00:27:56,260 returning and what's the gotchas 828 00:27:56,260 --> 00:27:57,500 there that are important in 829 00:27:57,500 --> 00:27:59,470 that return process. This means 830 00:27:59,470 --> 00:28:00,480 I'm focused on you, the 831 00:28:00,480 --> 00:28:02,840 person calling in, the son 832 00:28:02,840 --> 00:28:03,850 or daughter you've just moved 833 00:28:03,850 --> 00:28:04,880 in and the situation you 834 00:28:04,880 --> 00:28:06,100 have at hand, not on 835 00:28:06,100 --> 00:28:08,280 these individual line items. So 836 00:28:08,280 --> 00:28:09,570 Kate, I'll hand it back 837 00:28:09,570 --> 00:28:10,530 to you here for your 838 00:28:10,530 --> 00:28:11,820 final point and any questions 839 00:28:11,820 --> 00:28:12,790 or comments you have on 840 00:28:12,790 --> 00:28:14,970 this one too? Yeah. The 841 00:28:14,970 --> 00:28:16,020 one thing that I forgot 842 00:28:16,020 --> 00:28:17,150 to say is, and you 843 00:28:17,150 --> 00:28:18,640 said it really well, is 844 00:28:18,760 --> 00:28:21,280 agents have to be supported 845 00:28:21,280 --> 00:28:22,890 by these companion tools or 846 00:28:22,890 --> 00:28:24,660 desktop technologies to be able 847 00:28:24,660 --> 00:28:26,220 to focus on the conversation 848 00:28:26,220 --> 00:28:28,100 at hand. And there's also 849 00:28:28,240 --> 00:28:30,610 technologies that are helping make 850 00:28:30,610 --> 00:28:32,500 agents more empathetic. For example, 851 00:28:32,500 --> 00:28:34,850 behavioral routing, being able to 852 00:28:34,850 --> 00:28:37,220 understand the conversation style of 853 00:28:37,220 --> 00:28:38,420 the customer and routed to 854 00:28:38,790 --> 00:28:40,140 the agent that's got the same 855 00:28:40,260 --> 00:28:43,370 conversational style. Or for example, 856 00:28:43,440 --> 00:28:45,370 popping up on the agent's 857 00:28:45,370 --> 00:28:49,530 screen for example, indicators of 858 00:28:52,030 --> 00:28:55,280 the customer's emotion. Are they 859 00:28:55,360 --> 00:28:57,540 anxious or are they angry? 860 00:28:57,800 --> 00:28:59,090 And again, these are tools, they're 861 00:28:59,500 --> 00:29:02,010 companion tools to not only 862 00:29:02,010 --> 00:29:03,820 help the agent work on the 863 00:29:03,820 --> 00:29:05,840 harder work, but as well 864 00:29:05,840 --> 00:29:09,500 emotionally connect with the customer. Because 865 00:29:09,500 --> 00:29:11,070 if you get these interactions, 866 00:29:11,070 --> 00:29:12,880 these live agent interactions right 867 00:29:12,880 --> 00:29:14,680 it actually has a disproportionate 868 00:29:14,850 --> 00:29:18,140 effect on customer satisfaction and 869 00:29:18,140 --> 00:29:21,010 they're all for overall retention 870 00:29:21,550 --> 00:29:23,480 and loyalty to the brand. 871 00:29:23,480 --> 00:29:25,410 So again, these companion tools 872 00:29:25,410 --> 00:29:26,970 are really important to make 873 00:29:26,970 --> 00:29:27,970 sure that the agents are 874 00:29:28,060 --> 00:29:30,070 fully supported and that they're 875 00:29:30,070 --> 00:29:32,640 able to concentrate on the 876 00:29:32,640 --> 00:29:34,790 conversation of the customer. So 877 00:29:38,400 --> 00:29:40,220 that goes to our next 878 00:29:40,220 --> 00:29:44,360 trend where as you infuse 879 00:29:44,710 --> 00:29:47,610 all of these companion tools, all 880 00:29:47,610 --> 00:29:49,710 this automation, all this AI 881 00:29:49,710 --> 00:29:52,140 into your contact center, the 882 00:29:52,140 --> 00:29:54,790 way that you staff your 883 00:29:54,790 --> 00:29:57,560 contact center has to change. 884 00:29:57,970 --> 00:30:00,310 And this is really interesting. 885 00:30:00,350 --> 00:30:02,470 Think about it this way. 886 00:30:04,040 --> 00:30:06,180 You now have great self 887 00:30:06,180 --> 00:30:10,210 service technology, self service process, 888 00:30:10,580 --> 00:30:12,970 knowledge management, FAQs on your 889 00:30:12,970 --> 00:30:16,300 websites, chat bots that are 890 00:30:16,300 --> 00:30:18,920 able to help answer the 891 00:30:18,920 --> 00:30:23,210 simple, the reproducible questions that your 892 00:30:23,350 --> 00:30:25,900 customers have. So ultimately what 893 00:30:25,900 --> 00:30:27,830 happens to your generalists, what 894 00:30:27,830 --> 00:30:28,990 happens to your tier one 895 00:30:28,990 --> 00:30:31,440 agents? And what many companies 896 00:30:31,440 --> 00:30:33,640 find is that these roles 897 00:30:34,310 --> 00:30:37,620 aren't needed as much as 898 00:30:37,620 --> 00:30:39,100 they were a couple of 899 00:30:39,100 --> 00:30:41,320 years ago. So jobs are 900 00:30:41,320 --> 00:30:45,940 changing where companies need fewer 901 00:30:46,160 --> 00:30:48,220 of the lower tiered agents 902 00:30:48,440 --> 00:30:49,710 and they may take these 903 00:30:49,710 --> 00:30:52,790 agents and retrain them or 904 00:30:52,790 --> 00:30:55,070 repurpose them into new roles. 905 00:30:55,300 --> 00:30:57,030 What about having a tier 906 00:30:57,030 --> 00:30:58,720 one agent now be the 907 00:30:58,720 --> 00:31:01,750 bot supervisor who is supervising 908 00:31:01,750 --> 00:31:04,830 the bot who's answering all 909 00:31:04,830 --> 00:31:06,930 the routine questions that the 910 00:31:07,500 --> 00:31:09,560 agent used to answer? The 911 00:31:09,560 --> 00:31:11,640 agent can take over when 912 00:31:11,640 --> 00:31:13,760 the automation fails or the 913 00:31:13,810 --> 00:31:17,700 agent can recommend new automations 914 00:31:17,800 --> 00:31:20,450 dependent on the customers' incoming 915 00:31:20,450 --> 00:31:22,870 requests. But again, this bot 916 00:31:22,870 --> 00:31:25,670 supervisor or bot manager is 917 00:31:25,670 --> 00:31:27,430 a new role that is 918 00:31:27,430 --> 00:31:29,220 opening up in the contact center 919 00:31:29,220 --> 00:31:31,210 that's perfect for a tier 920 00:31:31,210 --> 00:31:33,210 one agent and it's a 921 00:31:33,210 --> 00:31:34,590 role that didn't exist a couple of 922 00:31:34,910 --> 00:31:36,970 years ago. So what we 923 00:31:36,970 --> 00:31:37,980 also see is that some 924 00:31:37,980 --> 00:31:40,390 jobs are going to become 925 00:31:40,640 --> 00:31:42,660 a lot more important. For 926 00:31:42,660 --> 00:31:46,250 example, think about the roles 927 00:31:46,310 --> 00:31:49,310 that script or create the 928 00:31:49,310 --> 00:31:52,480 content that it fills your FAQs or your 929 00:31:52,480 --> 00:31:54,430 knowledge bases, here on the 930 00:31:54,430 --> 00:31:55,630 screen I call them knowledge 931 00:31:55,630 --> 00:31:58,440 workers. Or think about the 932 00:31:58,590 --> 00:32:00,730 tier three, tier four agents. 933 00:32:02,630 --> 00:32:03,630 The harder work is now 934 00:32:03,630 --> 00:32:05,060 getting to the contact center 935 00:32:05,060 --> 00:32:07,210 agent. And so your agents 936 00:32:07,210 --> 00:32:08,670 have to be retrained, they 937 00:32:08,670 --> 00:32:09,830 have to be up scaled 938 00:32:09,830 --> 00:32:10,870 or perhaps you need a 939 00:32:10,870 --> 00:32:13,130 whole new profile of agents 940 00:32:13,730 --> 00:32:14,900 to work on the really 941 00:32:14,900 --> 00:32:17,950 complex work. We call these 942 00:32:18,000 --> 00:32:19,780 folks super agents. Not only 943 00:32:19,780 --> 00:32:22,760 are they technically competent, they 944 00:32:22,760 --> 00:32:25,070 have all the skills to 945 00:32:25,070 --> 00:32:26,900 be able to answer the 946 00:32:26,900 --> 00:32:29,360 harder questions, but they also 947 00:32:29,360 --> 00:32:33,570 have great emotional intelligence to 948 00:32:33,570 --> 00:32:36,100 be able to relate to 949 00:32:36,100 --> 00:32:38,800 the customer in their anxious 950 00:32:38,800 --> 00:32:41,670 or angry or frustrated state. 951 00:32:42,100 --> 00:32:42,680 And then you're going to 952 00:32:42,680 --> 00:32:43,680 have a whole new set 953 00:32:43,710 --> 00:32:44,960 of jobs that didn't exist 954 00:32:44,960 --> 00:32:47,140 in the contact center. All 955 00:32:47,140 --> 00:32:49,800 the data science roles to 956 00:32:49,800 --> 00:32:50,770 be able to create the 957 00:32:50,780 --> 00:32:52,680 automations, to be able to 958 00:32:53,060 --> 00:32:55,650 create and manage and optimize 959 00:32:55,650 --> 00:32:58,560 the machine learning models. And 960 00:32:58,560 --> 00:33:01,010 then conversational designers. These are 961 00:33:01,010 --> 00:33:05,430 actually business analysts or they 962 00:33:05,430 --> 00:33:09,050 could even be former agents 963 00:33:09,300 --> 00:33:11,230 that are responsible for scripted 964 00:33:11,520 --> 00:33:13,720 bot conversations. So when we 965 00:33:13,720 --> 00:33:16,570 find is that the more 966 00:33:16,570 --> 00:33:18,980 you automate within your contact 967 00:33:18,980 --> 00:33:20,130 center, the more you add 968 00:33:20,130 --> 00:33:23,670 AI, your jobs will slowly 969 00:33:23,670 --> 00:33:25,080 change over time. And let 970 00:33:25,080 --> 00:33:26,530 me tell you two stories. 971 00:33:27,360 --> 00:33:28,480 First of all, there's the 972 00:33:29,420 --> 00:33:33,850 tax service that we probably 973 00:33:33,850 --> 00:33:38,300 all use. They don't hire 974 00:33:38,300 --> 00:33:39,860 agents anymore. They hire two 975 00:33:39,860 --> 00:33:42,150 different roles. The first role 976 00:33:42,150 --> 00:33:44,940 is a software engineer. Somebody 977 00:33:44,940 --> 00:33:46,610 who can trouble shoot their 978 00:33:46,610 --> 00:33:49,410 tax software. The second role 979 00:33:49,410 --> 00:33:50,810 that they hire for is 980 00:33:50,810 --> 00:33:53,040 a tax accountant, somebody who 981 00:33:53,040 --> 00:33:56,240 is able to answer the 982 00:33:56,240 --> 00:33:59,140 harder tax questions that customers 983 00:33:59,140 --> 00:34:02,450 have. So again, they've seen 984 00:34:03,110 --> 00:34:05,160 their jobs change over time. 985 00:34:05,460 --> 00:34:07,570 Pier 1 Imports is really 986 00:34:07,570 --> 00:34:10,780 interesting example. So Pier 1 987 00:34:10,780 --> 00:34:16,480 sells modern furniture over the 988 00:34:16,480 --> 00:34:20,370 web. They don't hire agents 989 00:34:20,370 --> 00:34:23,170 anymore, they hire folks with 990 00:34:24,230 --> 00:34:26,630 design degrees or folks who 991 00:34:26,630 --> 00:34:27,980 have a passion for home 992 00:34:27,980 --> 00:34:29,540 decorating because the questions that 993 00:34:29,540 --> 00:34:30,930 they get aren't about the 994 00:34:30,930 --> 00:34:32,860 dimensions of table or chair 995 00:34:32,860 --> 00:34:36,040 for example. But questions like, 996 00:34:36,270 --> 00:34:38,060 I have yellow walls and 997 00:34:38,060 --> 00:34:39,450 I have a green carpet. 998 00:34:39,480 --> 00:34:41,250 Would the orange couch look 999 00:34:41,250 --> 00:34:42,640 better, would the green couch 1000 00:34:42,640 --> 00:34:44,030 look better? So it's more 1001 00:34:44,030 --> 00:34:47,500 consultancy and advice and they 1002 00:34:47,500 --> 00:34:50,470 find that there's only a 1003 00:34:50,470 --> 00:34:52,220 select number of folks that 1004 00:34:52,220 --> 00:34:54,780 have a real passion for 1005 00:34:54,780 --> 00:34:56,720 home decorating or design and 1006 00:34:56,720 --> 00:34:58,510 they go after those roles. 1007 00:34:58,510 --> 00:34:59,870 What they've also found is 1008 00:34:59,870 --> 00:35:02,000 that they can't source those 1009 00:35:02,000 --> 00:35:05,170 roles within a small geographic 1010 00:35:05,170 --> 00:35:07,070 area to be able to 1011 00:35:07,070 --> 00:35:08,540 staff their contact center. And 1012 00:35:08,540 --> 00:35:10,170 so they actually have had 1013 00:35:10,170 --> 00:35:12,280 to move to a remote 1014 00:35:12,760 --> 00:35:14,300 work at home model for 1015 00:35:14,300 --> 00:35:17,810 their contact center. The other 1016 00:35:17,810 --> 00:35:19,460 big change that's going to 1017 00:35:19,460 --> 00:35:22,110 happen is as the harder work 1018 00:35:22,360 --> 00:35:23,760 gets into your contact center, 1019 00:35:25,710 --> 00:35:27,300 the way that you measure 1020 00:35:27,360 --> 00:35:30,010 outcomes has to change. You 1021 00:35:30,010 --> 00:35:31,850 may not want to hold 1022 00:35:31,920 --> 00:35:34,110 your agents' feet to the 1023 00:35:34,110 --> 00:35:37,230 fire anymore and monitor their 1024 00:35:37,230 --> 00:35:39,410 handle times and their speed 1025 00:35:39,410 --> 00:35:41,330 of answer and all the 1026 00:35:41,330 --> 00:35:43,210 other productivity measures that we 1027 00:35:43,210 --> 00:35:45,350 use in the contact center. You may 1028 00:35:45,350 --> 00:35:47,670 want to be more focused on 1029 00:35:47,730 --> 00:35:49,890 outcomes. How good was the 1030 00:35:49,890 --> 00:35:53,970 interaction, customer satisfaction, quality of 1031 00:35:53,970 --> 00:35:56,440 service metrics that then can 1032 00:35:56,440 --> 00:36:00,100 be tied to customer retention 1033 00:36:00,850 --> 00:36:04,150 and customer lifetime value and 1034 00:36:04,150 --> 00:36:09,040 ultimately company revenue. Shopify for 1035 00:36:09,040 --> 00:36:12,320 example, in one of their 1036 00:36:12,320 --> 00:36:14,300 contact centers they have over 500 1037 00:36:14,300 --> 00:36:17,530 agents and they have moved 1038 00:36:17,580 --> 00:36:19,780 to a quality of service 1039 00:36:19,780 --> 00:36:22,300 metric. They still measure handle 1040 00:36:22,300 --> 00:36:25,150 times mainly to be able 1041 00:36:25,150 --> 00:36:28,610 to appropriately staff their contact 1042 00:36:28,610 --> 00:36:32,070 center, but their agents aren't 1043 00:36:32,430 --> 00:36:37,060 emphasized and penalized on handle 1044 00:36:37,060 --> 00:36:39,740 time or of speed of answers. Again, 1045 00:36:39,780 --> 00:36:42,110 the only measure of success 1046 00:36:42,550 --> 00:36:45,070 and measure of agent success is 1047 00:36:45,070 --> 00:36:48,600 the quality of service. So 1048 00:36:48,600 --> 00:36:50,000 again, as you add AI 1049 00:36:50,000 --> 00:36:51,040 and automation, you've got to 1050 00:36:51,040 --> 00:36:54,410 rethink not only the jobs 1051 00:36:54,920 --> 00:36:57,880 but measures of success metrics 1052 00:36:58,170 --> 00:36:59,690 and as well as your 1053 00:36:59,690 --> 00:37:04,940 workforce staffing policies. So Joe, 1054 00:37:05,670 --> 00:37:07,560 what do you think? I 1055 00:37:07,560 --> 00:37:08,900 love how you brought about 1056 00:37:08,970 --> 00:37:09,850 all of the changes that 1057 00:37:09,850 --> 00:37:10,830 are happening. I think this 1058 00:37:10,830 --> 00:37:12,840 is a really big thing 1059 00:37:12,840 --> 00:37:14,370 and we talk a lot 1060 00:37:14,370 --> 00:37:16,100 about experiences today, right? I 1061 00:37:16,100 --> 00:37:18,070 think we look at experience 1062 00:37:18,070 --> 00:37:19,460 as the platform being our third 1063 00:37:19,460 --> 00:37:20,460 one, and that is about 1064 00:37:20,460 --> 00:37:22,010 as umbrella as umbrella statements 1065 00:37:22,010 --> 00:37:22,940 can get. I want to 1066 00:37:22,940 --> 00:37:24,990 give some detail here around 1067 00:37:24,990 --> 00:37:25,770 what we mean when we 1068 00:37:25,770 --> 00:37:27,390 say experience of the platform 1069 00:37:27,390 --> 00:37:29,430 and why that's important. So 1070 00:37:29,430 --> 00:37:30,910 many companies are going for 1071 00:37:31,290 --> 00:37:33,600 personalized at scale, right? Making 1072 00:37:33,600 --> 00:37:35,060 sure that every customer gets 1073 00:37:35,060 --> 00:37:36,440 the interaction they're looking for. 1074 00:37:36,800 --> 00:37:37,610 There's a few that do 1075 00:37:37,610 --> 00:37:39,190 this really well. When you look 1076 00:37:39,190 --> 00:37:40,480 at Netflix, you don't want 1077 00:37:40,480 --> 00:37:42,550 to browse 20000 movies, that's 1078 00:37:42,630 --> 00:37:43,750 probably not why you're paying 1079 00:37:43,750 --> 00:37:45,310 for it. What do you want to do is 1080 00:37:45,310 --> 00:37:46,360 watch a comedy on a 1081 00:37:46,480 --> 00:37:47,560 Thursday night and you only 1082 00:37:47,560 --> 00:37:48,110 have an hour and a 1083 00:37:48,110 --> 00:37:49,800 half. And when you look 1084 00:37:49,800 --> 00:37:50,930 at other servers there's like 1085 00:37:50,930 --> 00:37:52,310 Lynda which is now LinkedIn 1086 00:37:52,370 --> 00:37:54,990 Learning. I don't want to just take an 1087 00:37:54,990 --> 00:37:56,970 Adobe premiere pro 101 course 1088 00:37:57,080 --> 00:37:57,520 to learn how I'll be 1089 00:37:58,350 --> 00:38:00,220 using this software and I want to be 1090 00:38:00,220 --> 00:38:02,190 a film producer. So it's on 1091 00:38:02,190 --> 00:38:04,220 these companies to curate the 1092 00:38:04,710 --> 00:38:06,620 just wild amounts of content 1093 00:38:06,850 --> 00:38:08,500 they have and make it 1094 00:38:08,500 --> 00:38:10,210 personalized to the person using 1095 00:38:10,210 --> 00:38:11,880 it. This is the year 1096 00:38:11,880 --> 00:38:13,270 that we have that capability 1097 00:38:13,550 --> 00:38:14,670 and this is the year that I think 1098 00:38:14,670 --> 00:38:15,810 we started to see that being 1099 00:38:15,810 --> 00:38:17,670 necessary in the contact centers. 1100 00:38:18,620 --> 00:38:20,050 Today we talked about new 1101 00:38:20,050 --> 00:38:21,840 channels opening up these homes 1102 00:38:21,840 --> 00:38:23,940 or self service agents being 1103 00:38:25,260 --> 00:38:26,830 nudged in certain ways because of 1104 00:38:27,060 --> 00:38:28,350 AI and AI getting this 1105 00:38:28,350 --> 00:38:29,500 new insight. Well something that 1106 00:38:29,500 --> 00:38:31,530 was actually brought up in 1107 00:38:31,530 --> 00:38:32,750 a recent webinar with Ian 1108 00:38:32,750 --> 00:38:34,630 Jacobs towards the notion that 1109 00:38:34,680 --> 00:38:36,920 data science doesn't always know 1110 00:38:36,920 --> 00:38:38,500 contact center and contact center may 1111 00:38:38,790 --> 00:38:40,050 not always know data science. 1112 00:38:40,560 --> 00:38:42,420 So having a platform that 1113 00:38:42,420 --> 00:38:44,090 is unified in that its 1114 00:38:44,090 --> 00:38:46,140 ability to understand why are 1115 00:38:46,140 --> 00:38:47,590 we engaging with that customer 1116 00:38:47,590 --> 00:38:48,830 at this moment of truth 1117 00:38:48,830 --> 00:38:51,070 here and are we personalizing 1118 00:38:51,070 --> 00:38:53,320 this current interaction, the realtime 1119 00:38:53,320 --> 00:38:54,550 data we have about them 1120 00:38:55,060 --> 00:38:56,680 and historical context that we're 1121 00:38:56,680 --> 00:38:58,360 pulling in from integrations around 1122 00:38:58,360 --> 00:39:00,820 them. Lastly, what about that 1123 00:39:00,820 --> 00:39:02,900 context? That context is so 1124 00:39:02,900 --> 00:39:05,020 important so that every conversation 1125 00:39:05,370 --> 00:39:06,500 feels like that customer is 1126 00:39:06,500 --> 00:39:08,420 reaching out to some conversation of 1127 00:39:08,420 --> 00:39:10,150 the company, not just another 1128 00:39:10,150 --> 00:39:11,460 agent that is only talking to them 1129 00:39:11,460 --> 00:39:13,300 right now, but an ongoing 1130 00:39:13,300 --> 00:39:14,970 conversation that not only feeds 1131 00:39:14,970 --> 00:39:17,010 into what's happening between this 1132 00:39:17,010 --> 00:39:19,280 customer and agent relationship but 1133 00:39:19,280 --> 00:39:20,910 also what type of training 1134 00:39:20,910 --> 00:39:22,520 are we providing. We talked 1135 00:39:22,520 --> 00:39:23,350 a lot about that on 1136 00:39:23,350 --> 00:39:25,780 the WEM side around if 1137 00:39:25,780 --> 00:39:27,400 we're training our agents, the 1138 00:39:27,400 --> 00:39:28,410 culture we're building for them 1139 00:39:28,410 --> 00:39:30,130 should be personalized to what they 1140 00:39:30,280 --> 00:39:31,800 need to excel on their 1141 00:39:31,800 --> 00:39:32,980 own as well. I think 1142 00:39:33,120 --> 00:39:34,130 that's really important here is 1143 00:39:34,130 --> 00:39:35,980 that as personalization comes into 1144 00:39:35,980 --> 00:39:37,370 the tools provided to everyone 1145 00:39:37,380 --> 00:39:38,680 in the company, not just 1146 00:39:38,680 --> 00:39:40,200 the interactions that we have here. There's lot 1147 00:39:40,200 --> 00:39:42,800 we can learn. So I 1148 00:39:42,800 --> 00:39:44,260 have babbled, but what I want 1149 00:39:44,300 --> 00:39:46,750 to talk about is experience of platform being 1150 00:39:46,750 --> 00:39:48,500 important as having a commonality 1151 00:39:48,500 --> 00:39:49,760 to do this in unison 1152 00:39:50,060 --> 00:39:51,130 across all the things we 1153 00:39:51,130 --> 00:39:52,900 talked about today. And with 1154 00:39:52,900 --> 00:39:54,450 that I want to end 1155 00:39:54,450 --> 00:39:55,400 on our, what it means 1156 00:39:55,400 --> 00:39:56,540 slides before we open up 1157 00:39:56,540 --> 00:39:57,130 to that Q& A. So 1158 00:39:58,250 --> 00:39:58,850 Kate to kind of bring 1159 00:39:58,850 --> 00:40:00,090 it back to you here, 1160 00:40:00,350 --> 00:40:02,170 is there any of these five points 1161 00:40:02,170 --> 00:40:03,640 that you wanted to highlight as 1162 00:40:03,640 --> 00:40:04,880 we end today, before the 1163 00:40:04,880 --> 00:40:08,280 Q& A? I think it 1164 00:40:08,670 --> 00:40:10,010 all starts with the customer, 1165 00:40:10,390 --> 00:40:14,500 understanding your customer, whether you're 1166 00:40:14,500 --> 00:40:16,170 a consumer brand or you're a B2B 1167 00:40:17,140 --> 00:40:19,750 brand, understand the customer and 1168 00:40:19,750 --> 00:40:22,830 understand the value of supporting 1169 00:40:22,830 --> 00:40:24,470 your customer in the way 1170 00:40:24,470 --> 00:40:25,670 that they want to be 1171 00:40:25,670 --> 00:40:28,280 supported because better customer experiences 1172 00:40:28,510 --> 00:40:30,740 will ultimately translate into a 1173 00:40:30,740 --> 00:40:32,890 more loyal customer base that 1174 00:40:32,890 --> 00:40:35,630 will then translate into increased 1175 00:40:35,630 --> 00:40:38,380 customer retention and ultimately revenue. 1176 00:40:38,840 --> 00:40:40,470 And so understanding your customer, 1177 00:40:40,470 --> 00:40:41,880 you also have to understand 1178 00:40:41,880 --> 00:40:42,740 that they want their time 1179 00:40:42,740 --> 00:40:44,380 to be valued and that 1180 00:40:44,380 --> 00:40:45,920 they want to self serve 1181 00:40:46,150 --> 00:40:47,030 as a first point of 1182 00:40:47,030 --> 00:40:48,840 contact with the company and 1183 00:40:48,840 --> 00:40:50,390 that they are moving to 1184 00:40:50,390 --> 00:40:53,210 digital interactions. Whether it's voice 1185 00:40:53,210 --> 00:40:56,140 self service, whether it's asynchronous 1186 00:40:56,140 --> 00:40:58,580 messaging or whether it's synchronous 1187 00:40:58,580 --> 00:41:00,280 chat, but you really have 1188 00:41:00,280 --> 00:41:03,680 to understand your customers, the 1189 00:41:03,680 --> 00:41:04,850 way they want to interact 1190 00:41:04,850 --> 00:41:06,100 with you and support you're 1191 00:41:06,100 --> 00:41:08,490 customers and the modalities that they 1192 00:41:08,490 --> 00:41:10,450 want to use. As you 1193 00:41:10,450 --> 00:41:11,460 do that, you're going to 1194 00:41:11,460 --> 00:41:12,930 find that your customers want 1195 00:41:13,260 --> 00:41:14,230 to engage with you more 1196 00:41:14,230 --> 00:41:15,410 and more. It's a two 1197 00:41:15,410 --> 00:41:17,220 way relationship but you can't 1198 00:41:17,220 --> 00:41:19,430 keep up with the ballooning 1199 00:41:19,430 --> 00:41:21,520 volumes of interactions. So you've got to 1200 00:41:21,520 --> 00:41:23,800 turn to AI and automation 1201 00:41:23,800 --> 00:41:25,280 to be able to automate 1202 00:41:25,330 --> 00:41:29,020 as much of the interaction 1203 00:41:29,080 --> 00:41:30,900 or the engagement as possible 1204 00:41:31,220 --> 00:41:34,310 and then leave the value 1205 00:41:34,310 --> 00:41:37,030 added interactions to humans. So 1206 00:41:37,030 --> 00:41:38,660 it's AI and automation, like 1207 00:41:38,660 --> 00:41:41,240 Joe said, working together with 1208 00:41:42,040 --> 00:41:44,540 your agents. As you add 1209 00:41:44,540 --> 00:41:46,470 AI and automation to your 1210 00:41:46,470 --> 00:41:50,870 operations, realize that the work 1211 00:41:51,030 --> 00:41:52,960 that your line agents do, 1212 00:41:53,000 --> 00:41:54,560 whether they're digital agents or 1213 00:41:54,560 --> 00:41:55,770 whether they're phone agents is 1214 00:41:56,150 --> 00:41:57,090 going to change, it's going 1215 00:41:57,090 --> 00:41:59,430 to get harder. So your 1216 00:41:59,430 --> 00:42:00,650 interactions are going to get 1217 00:42:00,640 --> 00:42:03,090 longer, the work is going 1218 00:42:03,090 --> 00:42:05,160 to get harder. And so 1219 00:42:05,160 --> 00:42:08,030 you need to train to 1220 00:42:08,030 --> 00:42:09,670 up level your agents. You 1221 00:42:09,670 --> 00:42:11,540 need to staff them differently, 1222 00:42:11,540 --> 00:42:13,180 you need to measure them 1223 00:42:13,180 --> 00:42:15,750 differently. You need to think 1224 00:42:15,750 --> 00:42:18,240 about career pathing them. You need 1225 00:42:18,240 --> 00:42:20,170 to make your agents comfortable 1226 00:42:20,230 --> 00:42:22,630 with AI and automation and 1227 00:42:22,630 --> 00:42:24,270 explain the value of these 1228 00:42:24,270 --> 00:42:25,850 technologies to agents and then 1229 00:42:25,850 --> 00:42:30,830 career path them into roles 1230 00:42:30,830 --> 00:42:32,780 where they have a greater 1231 00:42:32,780 --> 00:42:35,840 impact to the end customer. 1232 00:42:36,140 --> 00:42:37,210 If you do that well, you're going to 1233 00:42:37,480 --> 00:42:39,030 find out that your agents want to 1234 00:42:39,030 --> 00:42:42,340 stay with you longer. Your 1235 00:42:42,340 --> 00:42:44,240 contact center's actually becoming a 1236 00:42:44,240 --> 00:42:45,590 more attractive place to work 1237 00:42:45,590 --> 00:42:51,060 in. And again, look at 1238 00:42:51,060 --> 00:42:52,260 the measures of success. I 1239 00:42:52,260 --> 00:42:53,700 guess that's my bullet five 1240 00:42:54,390 --> 00:42:56,490 and think back to being 1241 00:42:56,490 --> 00:42:58,410 customer centric, think about customer 1242 00:42:58,410 --> 00:43:01,210 centric measures of success. And Joe what 1243 00:43:01,210 --> 00:43:01,940 else? What did I miss? 1244 00:43:03,000 --> 00:43:04,070 I know everyone has heard 1245 00:43:04,070 --> 00:43:05,220 enough from me today, but 1246 00:43:05,220 --> 00:43:05,870 if I think I can 1247 00:43:05,870 --> 00:43:07,170 end it with one sentiment, 1248 00:43:07,410 --> 00:43:08,440 it all comes down to 1249 00:43:08,440 --> 00:43:10,140 what you said, it's trust. 1250 00:43:10,580 --> 00:43:11,390 Even before we get to 1251 00:43:11,390 --> 00:43:12,320 the data we'd like to 1252 00:43:12,320 --> 00:43:14,050 use to build machine learning 1253 00:43:14,050 --> 00:43:15,400 models to help our agents, 1254 00:43:15,400 --> 00:43:16,420 it just comes down to 1255 00:43:16,420 --> 00:43:17,460 do we have that trust 1256 00:43:17,460 --> 00:43:19,080 with the customer? And that's 1257 00:43:19,080 --> 00:43:20,680 the seed. I think it's 1258 00:43:20,680 --> 00:43:22,900 so important that you construct 1259 00:43:22,900 --> 00:43:25,340 these interactions and these experiences 1260 00:43:25,340 --> 00:43:26,290 that are built around the 1261 00:43:26,290 --> 00:43:28,090 notion of is this something 1262 00:43:28,090 --> 00:43:29,270 that's good for the customer? 1263 00:43:29,610 --> 00:43:30,390 And then you'll have the 1264 00:43:30,400 --> 00:43:31,810 data to make those insights. 1265 00:43:31,970 --> 00:43:32,580 And then if you take 1266 00:43:32,580 --> 00:43:33,500 care of that data and use 1267 00:43:33,500 --> 00:43:35,090 it effectively, you have those 1268 00:43:35,090 --> 00:43:36,470 insights to train your agents 1269 00:43:36,470 --> 00:43:37,300 and help them on those 1270 00:43:37,300 --> 00:43:39,230 interactions. But it all starts 1271 00:43:39,230 --> 00:43:40,510 with the notion that you 1272 00:43:40,510 --> 00:43:41,780 have to have that trust 1273 00:43:42,050 --> 00:43:44,410 to get that ability. And 1274 00:43:44,410 --> 00:43:45,960 with that, I think we 1275 00:43:45,960 --> 00:43:46,700 can open it up to a 1276 00:43:46,700 --> 00:43:48,110 few questions here today too. 1277 00:43:48,170 --> 00:43:49,310 Thanks so much to everyone 1278 00:43:49,310 --> 00:43:50,250 and again for sticking with 1279 00:43:50,250 --> 00:43:55,080 us here. Thanks Joe. So 1280 00:43:55,160 --> 00:43:56,970 to remind everybody, if you 1281 00:43:56,970 --> 00:43:57,900 want to participate in the 1282 00:43:57,900 --> 00:43:58,760 quick Q& A that we're 1283 00:43:58,760 --> 00:43:59,910 going to have time for, 1284 00:44:00,900 --> 00:44:01,590 go ahead and throw those 1285 00:44:01,590 --> 00:44:03,130 questions into the Q& A window 1286 00:44:03,130 --> 00:44:03,980 in the top center of 1287 00:44:03,980 --> 00:44:05,870 your screen. And although we 1288 00:44:05,870 --> 00:44:06,900 are almost at a time, 1289 00:44:06,910 --> 00:44:08,660 we'll have enough time for 1290 00:44:08,660 --> 00:44:09,790 about one question that we 1291 00:44:09,790 --> 00:44:11,050 have so far. But don't 1292 00:44:11,050 --> 00:44:12,730 fret, throw your questions in 1293 00:44:12,730 --> 00:44:13,780 there and we'll follow up 1294 00:44:13,780 --> 00:44:15,290 with you via email within 1295 00:44:15,290 --> 00:44:16,480 the next few business days. 1296 00:44:17,580 --> 00:44:18,730 So we did have one 1297 00:44:18,730 --> 00:44:21,290 question regarding demographics Kate, do 1298 00:44:21,860 --> 00:44:22,730 or do you have any 1299 00:44:22,730 --> 00:44:25,270 information of these trends that you discussed 1300 00:44:25,810 --> 00:44:27,970 today or are the same 1301 00:44:27,970 --> 00:44:29,680 across all age groups? Or 1302 00:44:29,680 --> 00:44:30,440 can you go into a 1303 00:44:30,440 --> 00:44:33,490 little bit about the demographics? Yeah, 1304 00:44:33,490 --> 00:44:34,960 they're basically the same across 1305 00:44:34,960 --> 00:44:38,380 all age groups except the... 1306 00:44:41,570 --> 00:44:44,410 what's the demographic of a 75 1307 00:44:44,410 --> 00:44:46,570 year old plus? I forget. 1308 00:44:46,570 --> 00:44:48,120 It's not the golden generation. 1309 00:44:48,120 --> 00:44:53,470 Is it the silent generation? So 1310 00:44:53,500 --> 00:44:57,750 baby boomers, gen Xs, millennials, 1311 00:45:02,420 --> 00:45:06,440 gen Zs, all show that 1312 00:45:06,440 --> 00:45:10,050 they are... because self service has 1313 00:45:10,050 --> 00:45:12,010 gone so good, they are 1314 00:45:12,010 --> 00:45:13,350 self- serving as a first 1315 00:45:13,350 --> 00:45:14,520 point of contact. Of course 1316 00:45:14,520 --> 00:45:17,230 the younger generations self serve 1317 00:45:17,230 --> 00:45:19,350 at a rate that's higher 1318 00:45:19,990 --> 00:45:21,310 and more frequent than the 1319 00:45:21,310 --> 00:45:24,320 older generations. But all demographics 1320 00:45:24,320 --> 00:45:26,110 self serve as a first point of contact 1321 00:45:26,110 --> 00:45:28,110 and all demographics have turned 1322 00:45:28,110 --> 00:45:29,610 to digital engagement to be 1323 00:45:29,610 --> 00:45:32,290 able to reduce friction with 1324 00:45:32,290 --> 00:45:34,410 the exception of the, I 1325 00:45:34,410 --> 00:45:35,410 think it's the 70 or 1326 00:45:35,410 --> 00:45:37,830 75 plus age group that 1327 00:45:37,830 --> 00:45:40,030 is still very phone centric. 1328 00:45:40,320 --> 00:45:42,650 There are some geographic differences, 1329 00:45:42,690 --> 00:45:48,830 there are some slight demographic 1330 00:45:48,830 --> 00:45:51,070 differences. But the trends that 1331 00:45:51,070 --> 00:45:52,910 we have articulated on this 1332 00:45:52,910 --> 00:45:59,070 webinar are fairly common, again, 1333 00:45:59,070 --> 00:46:02,390 across all demographics. So the 1334 00:46:02,390 --> 00:46:03,420 data that I showed was 1335 00:46:03,420 --> 00:46:04,710 from dimension data. If you 1336 00:46:04,710 --> 00:46:06,280 go to their site and 1337 00:46:06,280 --> 00:46:09,100 you can actually segment it 1338 00:46:09,160 --> 00:46:10,780 and drill into it by 1339 00:46:10,780 --> 00:46:13,590 geography and by demographic and 1340 00:46:14,890 --> 00:46:17,410 again, you'll see there are 1341 00:46:17,410 --> 00:46:19,300 regional differences, there are demographic 1342 00:46:19,300 --> 00:46:23,200 differences, but the overarching statements 1343 00:46:23,200 --> 00:46:24,710 that we made are accurate 1344 00:46:25,470 --> 00:46:26,510 and are reflected in the 1345 00:46:26,510 --> 00:46:29,680 data. Joe, anything you want 1346 00:46:29,680 --> 00:46:31,640 to add? I think that 1347 00:46:31,640 --> 00:46:32,670 was a great way to 1348 00:46:32,670 --> 00:46:34,150 end it. I know there's 1349 00:46:34,150 --> 00:46:35,480 more questions in there and 1350 00:46:35,480 --> 00:46:36,880 we can absolutely follow up 1351 00:46:36,880 --> 00:46:38,410 on those, but definitely some 1352 00:46:38,410 --> 00:46:39,950 deeper dives into the nuances 1353 00:46:39,950 --> 00:46:41,300 of agent assist or even 1354 00:46:41,600 --> 00:46:43,210 how business users can have 1355 00:46:43,210 --> 00:46:44,300 a big effect on bot 1356 00:46:44,300 --> 00:46:45,650 building and not need a 1357 00:46:45,650 --> 00:46:47,010 data scientist and everything. But 1358 00:46:47,540 --> 00:46:48,340 we will make sure to 1359 00:46:48,340 --> 00:46:49,180 follow up on that as 1360 00:46:49,180 --> 00:46:53,700 well. And to that, we 1361 00:46:53,700 --> 00:46:54,720 will go ahead and start 1362 00:46:54,720 --> 00:46:56,650 to close out today. So 1363 00:46:56,650 --> 00:46:57,390 all of the data that we 1364 00:46:57,390 --> 00:46:59,100 talked about, all of these trends 1365 00:46:59,100 --> 00:47:00,920 that we discussed within the 1366 00:47:00,920 --> 00:47:02,580 resource list below the Q& A 1367 00:47:02,580 --> 00:47:03,370 window, we do have the 1368 00:47:03,370 --> 00:47:04,810 full report so be sure 1369 00:47:04,810 --> 00:47:06,130 to click and download that 1370 00:47:06,350 --> 00:47:07,650 today. And also be sure 1371 00:47:07,650 --> 00:47:09,260 to check out our upcoming 1372 00:47:09,260 --> 00:47:10,810 webinars and you can click 1373 00:47:10,810 --> 00:47:11,770 the links to that page 1374 00:47:11,770 --> 00:47:13,760 as well. Also as a 1375 00:47:13,760 --> 00:47:16,610 friendly reminder, when you click 1376 00:47:16,610 --> 00:47:17,480 on those, they'll open up 1377 00:47:17,480 --> 00:47:18,190 in a new tab. Be 1378 00:47:18,190 --> 00:47:19,090 sure to click them before 1379 00:47:19,090 --> 00:47:21,230 today's session closes out or 1380 00:47:21,230 --> 00:47:22,130 you will receive an on 1381 00:47:22,130 --> 00:47:23,340 demand recording within the next 1382 00:47:23,340 --> 00:47:24,820 few business days. So just 1383 00:47:24,820 --> 00:47:26,080 be on the lookout. And 1384 00:47:26,080 --> 00:47:27,200 with that, on behalf of 1385 00:47:27,200 --> 00:47:28,590 Joe, Kate and the entire 1386 00:47:28,590 --> 00:47:30,060 Genesys team, we thank you 1387 00:47:30,060 --> 00:47:31,790 again for joining today's webcast, 1388 00:47:31,870 --> 00:47:33,780 Mega Trends Shaping Customer Service 1389 00:47:33,780 --> 00:47:35,850 in 2020. Until next time, 1390 00:47:35,980 --> 00:47:37,010 have a good one everyone. 1391 00:47:39,810 --> 00:47:39,830 Bye bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpm5QAA"] Meet the Speakers Kate Leggett VP & Principal Analyst Forrester Research Joe Ciuffo Product Marketing Director Genesys Genesys Webcast Genesys Winter Innovations 2020 [webinarschedulesingle][cutoff co_thick="2px"]Genesys Winter Innovations continues our commitment to offer flexible options for all customers — whether you’re on-premises or in the cloud. Tune in to learn firsthand what’s new with Genesys and how these innovations will propel your business forward this year. Hear Genesys product leaders discuss what’s new in digital, inbound, outbound, orchestration, artificial intelligence, unified communications, reporting, analytics and more. You’ll also get an update on our innovation vision and strategy — and how to use these new capabilities to deliver business results right now. Register now for this on-demand webinar to learn about: New capabilities in Genesys Cloud, formerly the PureCloud product What’s new with Genesys Engage, formerly the PureEngage application New features available as cloud services specifically for Genesys on-premises customers [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpfnQAA"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys Demo Webinar: See Genesys Cloud in action: What to expect on Day One [webinarschedulesingle][cutoff co_thick="2px"]You’ve made the switch to the Genesys Cloud platform. It’s exciting, but maybe you don’t know what to expect. Join us for the January 2020 demo to learn what the first day in Genesys Cloud looks like. Administrators - Learn about scheduling, script creation and basic workforce management techniques. See how Genesys Cloud simplifies tasks. Agents – Explore voice interaction and see how unified communications will make your job easier. Navigate schedules and learn how to request changes, as needed. Supervisors - Learn how to find and leverage real-time analytics to drive better results in your call center. Manage queues and understand your metrics. Kick off the new year (and decade) right. Optimize your new cloud-based solution from the start.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kpdXQAQ"] Meet the Speaker Rian Logan Senior Strategic Sales Consultant Genesys
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h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore Channel Surfing: Mastering Digital Channels for your business Your contact center, your way: Built in 30 minutes: Built for enterprise: Built for enterprise Build a Better Bot: Optimizing Chatbots for Government Services Get More from Your Contact Center Analytics for Less See Genesys Cloud in action: The 20-minute chatbot build Overcoming Remote Agent Challenges With Active Voice Biometrics Your call center, your way: Built in 30 minutes Cost-effective contact center modernization with AI-driven knowledge Your analytics expressway See Genesys Cloud in action – Simplicity from the start: Day one with Genesys Cloud [Webinar Bytes] Why your CX solution must be multicloud (and might already be) Why your CX solution must be multicloud (and might already be) [Webinar Bytes] Connect the dots with Genesys and Adobe Connect the dots with Genesys and Adobe 2021 Contact Center Buyers Guide Webinar [Webinar Bytes] 2021 Contact Center Buyers Guide Webinar Meet 2021 call center KPIs with a CRM-hosted CTI See Genesys Cloud in action: Predictive Engagement How to keep up with complex and evolving reporting requirements Genesys Innovations – Quarterly Webinar Overcoming remote agent challenges with active voice biometrics Take control of digital channels with predictive engagement How voice technology changes the customer experience See Genesys Cloud in action: Accurately plan for 2021 with WEM Improve efficiency with AI and automation in 2021 Integrate Microsoft Teams with Genesys Cloud Enhance customer experience with improved audio performance Reduce handle times and improve customer experience with instant video calls Maintain work-from-home productivity and PCI compliance with remote monitoring CCaaS in 2020: Trends informing the movement Reinventing speech synthesis for personalized CX and brand [Webinar Bytes] 5 things to consider when building chatbots Make quality and compliance certain, using AI, in a time of uncertainty [Webinar Bytes] AI in the contact center: The promise, reality and future [Webinar Bytes] Unlock the transformative power of AI for contact centers See Genesys Cloud in action: Level up employee engagement with gamification Top five ways to prepare your contact center for a post-pandemic world A look at voice biometrics and why you should care Game on: Engage your at-home workforce How to turbocharge your employee experience with data-led gamification See Genesys Cloud in action: Bot Integration Genesys innovations — what’s new Using data to drive agent performance The psychology of motivating contact center employees Multicloud for the future of customer and employee experience Straight talk on end of support See Genesys Cloud in action: Salesforce Integrations Unlock the transformative power of AI for contact centers Improve productivity while increasing customer satisfaction Genesys Cloud: The power of a visionary workforce engagement solution [Webinar Bytes] Managing change: From on-premises to cloud [Webinar Bytes] The new normal: Redefining business continuity GovLoop Online Training How to launch self-service knowledge fast See Genesys Cloud in action: Keep your employees happy AI in the contact center: The promise, reality and future CX Virtual Tour: Moving from PureConnect to Genesys Cloud Genesys + Zoom: Seamless cloud communications for great customer experiences [Webinar Bytes] Genesys + Zoom: Seamless cloud communications for great customer experiences FCW Cloud Summit – Innovation in Government: Best Practices When Migrating to the Cloud How Gov Can Enhance Customer Experience GovLoop Fireside Chat: How the Cloud Can Boost Employee Engagement [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud Five ways to leverage AI and agent assist to improve customer experience The role of Voice AI in business continuity Five successful 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State of The Contact Center Technology 3 Pillars of Cloud: Applications, Data, Infrastructure The cloud conversational AI chatbot designed and built for Genesys Cloud Enterprise Connect: Why Your Contact Center Should Be Migrating to the Cloud [Webinar Bytes] Megatrends shaping customer service in 2020 Megatrends shaping customer service in 2020 Genesys Winter Innovations 2020 See Genesys Cloud in action: What to expect on Day One Live Assistance Live Assistance
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Explore articles, guides, videos and more to reach your customer experience goals. Learn more about the topics that matter most to you. Learn how to serve customers where they are and guide them on more productive journeys. Discover new ways to engage, empower and unify your team — for a better workplace and better results. Win more customers and earn their loyalty with a blended approach to sales, marketing and support. Maximize your customer experience technology — and take your business to new heights. Stay up to date with the latest advances in the world of customer service. Practical guide to creating a contact center RFP 19 minutes Making data AI-ready 17 minutes Set bot confidence thresholds with confidence 9 minutes 12 reasons to upgrade your CX software 5 minutes Planning, managing and empowering your digital workforce 8 minutes Cloud technology to support any new normal 8 minutes Journey mapping and the role of predictive engagement 6 minutes Eight reasons you need great contact center recording 5 minutes Learn why leading brands work with Genesys. TechStyle Fashion Group Native digital shopping by design American Heart Association Driving innovation and cost savings with a custom cloud solution eFinancial Redesigning the life insurance experience Entel Perfecting cognitive AI customer experience See why Genesys Cloud is a leading contact center solution. Gartner Magic Quadrant for 2020 Contact Center as a Service, Worldwide Gartner recognizes Genesys as a leader in Contact Center as a Service (CCaaS) solutions 34 minutes The Forrester Wave: Contact Center as a Service CCaaS Providers Q3 2020 Forrester names Genesys a leader in Contact Center as a Service (CCaaS) solutions 27 minutes Omdia names Genesys a leader in the cloud contact center market for 2020-2021 Omdia gives Genesys high marks in their in-depth analysis of cloud contact center platforms 25 minutes Genesys named a leader in the Fall 2020 G2 Grid® Report for Contact Center Operations Real contact center software users prefer Genesys 20 minutes See how AI technologies transform the contact center industry. 10 ways AI improves customer experience Real-world uses of AI in contact centers 3 employee experience benefits of AI technology Empower your employees to find CX success Improve your CX with 7 AI-powered capabilities Build better, stronger relationships AI-powered contact center interactive tour Go behind the scenes to see AI in action Take the right approach to transforming both your organization and technology. A practical guide to change management Manage call center changes for better results Be the change management hero your business needs Take the quiz Managing change: From on-premises to cloud An on-demand webinar CX blueprint builder Design your ideal customer experience solution Get assistance with your Genesys technology. The Knowledge Network Find everything you need to know about the Genesys Cloud™ platform and other products and services. Genesys Cloud support For troubleshooting help, contact us directly for assistance or search for answers online. Genesys Cloud Resource Center Discover all you can do with Genesys Cloud in this online user’s manual customized for specific user roles. Genesys Cloud Developer Center Explore IT tips and tools, technical documentation and the Genesys AppFoundry Marketplace
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Cloud contact center software for amazing customer experiences Enjoy the full video now Paul Taylor went above and beyond to help those affected by Australia’s devastating bushfires. Service NSW responds to the needs of citizens, whenever and however they need help — see how they do it. PATLive PATLive got a request for a COVID information line on Friday night. Monday morning they were up and running. See how they did it with Genesys Cloud. Crisis Services Canada Genesys Cloud empowers meaningful experiences with an all-in-one contact center solution. Make every customer interaction count. Learn how to cultivate the skills every customer service agent needs. A great team and the right technology make the difference in both customer service and racing. Boost your team’s strengths across every customer interaction. Keep conversations live when they matter most. Give customers 24/7 self-service solving real-time issues. Resolve issues quickly for your customers. Connect with your customers on apps they use. Customize contact center applications with open APIs. Power ongoing, personalized experiences at scale. Empower employee performance while improving operations. Gain clear visibility into customer interactions
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The demands of customer service change constantly. Customers want to engage in the channel that best suits their preferences. And for today’s customer, good service isn’t just nice to have—it’s essential. To give those customers the experience they want takes flexible and reliable contact center technology. The Genesys PureConnect™ application is the only true, all-in-one omnichannel contact center and communications solution recognized as a leader in both cloud and on-premises markets. Get the richest set of capabilities—built from the ground up—to be certain you’re operating with maximum reliability, flexibility and control. Unifying communications across your company reduces complexity, simplifies administration, improves efficiency and reduces total cost of ownership. And doing all of this without disrupting existing systems is key to ensure a consistent customer experience. Built on a simple, all-in-one architecture, the PureConnect application enables you to consolidate call center and business communications infrastructures. Because PureConnect was developed on an open and standards-based architecture, it easily provides high performance for small to mid-sized businesses while integrating with external data and features. Respond without delay as your business needs evolve. Being able to pivot and add new functionalities to meet a range of requirements and speed time-to-value has never been more critical. The PureConnect application offers the broadest and deepest set of omnichannel and business communications solutions, built from the ground up to interoperate on a single platform. Because it’s based on a microservices architecture, capabilities aren’t interdependent, so a single error won’t devastate the whole system. Use features selectively based on your needs and add new capabilities quickly and easily as your business grows. PureConnect also integrates seamlessly with all your systems, including CRM systems from Salesforce, Oracle and Microsoft, as well as various workforce management tools and communications systems. A customer engagement platform should meet all your business needs. Proven with thousands of customers, PureConnect is extremely flexible and can handle any routing or team requirements. Modify solutions, services and how you pay to meet your unique business needs, today and in the future. Choose the tools and resources you need for your business. Don’t pay for tools you don’t use. Scale up and down to meet seasonal fluctuations and navigate the peaks and valleys of your business. Migrate to the cloud on your terms and when you’re ready—the same great features are available. “The Genesys PureConnect solution provides unparalleled contact center features and flexibility… And its standards-based architecture means that it can seamlessly integrate with a multitude of other business systems from CRM to order management and much more.” David C., Senior Communications Engineer Communications Products We manage hundreds of agents and hundreds of numbers, yet because of the ease of use of the PureConnect platform, we’re doing that with just one dedicated administrator. It’s really unheard of, and as a result and, it has saved us hundreds of thousands of dollars annually. Paul Staehlin, Director of Operations, EMS You want a contact center platform with staying power. And you have to be confident that your solution and vendor will continue to innovate and grow with the market. Rest easy with the knowledge that your contact center software is a mature and proven solution that’s built on nearly three decades of industry experience. Thousands of customers worldwide rely on the PureConnect application to create meaningful customer experiences. And Genesys is the only recognized market-leading contact center vendor for both cloud and on-premises solutions. With PureConnect, you’re covered today and into the future. Million in reduced costs Increase in network capacity in weeks Minutes disaster recovery switchover
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The right cloud contact center software makes providing great customer experience easy, from call center basics to the latest CX innovations. Power your contact center with Genesys AI for personalized experiences at scale. Get customers to the right agent or information every time. Learn as you go to continue improving the experience. Genesys automatic call distribution provides all the automated routing features you need from a cloud call center service. Make it easy for people to contact your business — when they want to and on the channel they prefer. Message your prospects and customers in real-time to solve issues quickly — no phone call needed. Ensure the security of your cloud-based contact center. See the problem your customers call about in real time. Show them how to resolve their issues. Create a customer self-service experience that’s omnichannel, personalized and conversational–and let business users adjust it to their needs. Give email the attention it deserves with email management tools built-in to your call center desktop. Search and sort through categorized calls to find the exact conversation you are looking for. Drive better customer experiences while making your business more profitable, versatile and scalable with Genesys call center software and IVR systems. Embrace modern channels to touch base with your customers without disrupting their day. Build customer relationships with timely, personalized and contextual proactive communications across any channel. Build positive customer experiences by meeting customers on the platforms they already use. Voice capabilities are an integral part of you communications strategy. Leverage technology to maximize usefulness for your business. Program a bot to answer common customer questions. Let agents cover difficult chat interactions. Use your customer data as a guide for new interactions. Make a path for prospects to move through. Use self-service and automation for better customer experience across channels. And lower your costs. Know who’s visiting your website and why. Then automatically direct them to the next best step. Build bots with natural language understanding (NLU) and automate the systems your customers use. Connect business-critical systems or add new tools and functionality to your call center software. Create a better collections strategy by fully automating the process and adjusting to changes. Know what agent skills drive business outcomes. Support and motivate employee development to nurture those skills. Engage your team with an integrated call center gamification platform. Automate complex workforce planning decisions to best serve your unique business needs. Get deep interaction insights. Use them to improve operations, meet customer expectations and more. Unite your team and create a more effective workforce. Know when and where you need agent coverage. Artificial intelligence (AI)-powered resource management makes it possible. Attract, nurture and retain the best agents for your call center. Get a complete view of your call center activities. Let data inform decisions and drive customer experience. Use your data to understand your call center. Propel business goals and optimize interactions. Get an in-depth look at what your customers and agents are saying. Find patterns that drive customer experiences
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pa|Prompt callers to self-direct through your main menu and call tree with or without speech recognition. Ability to authenticate customers within your IVR. Prompt callers to self-direct through your main menu and call tree with or without speech recognition. Ability to authenticate customers within your IVR. Deliver a great experience and increase self service adoption by helping customers navigate the IVR quickly. Genesys IVR Personalization tailors messages, menus and treatments based on who the customer is and why they are calling, also taking capacity into account. Give mobile customers a visual way to complete or complement a voice interaction from their mobile device. Give mobile customers a visual way to complete or complement a voice interaction from their mobile device. This enables users to process information faster and more easily complete their task. Plus users can transfer to a live agent if necessary, passing context to the agent. This enables users to process information faster and more easily complete their task. Plus users can transfer to a live agent if necessary, passing context to the agent. Deliver more natural self-service voice experiences using the power of AI — with a seamless handover to an agent when needed. Deliver more natural self-service voice experiences using the power of AI — with a seamless handover to an agent when needed. You can also increase operational efficiencies by leveraging natural language processing and the power of predictive routing to orchestrate more effective customer journeys. You can also increase operational efficiencies by leveraging natural language processing and the power of predictive routing to orchestrate more effective customer journeys. Amplify web and mobile self-service applications with chatbots and the power of AI. Ability to transition to a voice call if needed. Amplify web and mobile self-service applications with chatbots and the power of AI connected to the agent experience for when it matters most. Support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies. Support continuous, personalized conversations with integrated agent assistance and persistent history of contact, bringing new levels of scalability, consistency, and responsiveness to messaging interaction strategies. Make your website a conversation starter. Automate web chat responses, our route chat interactions to the best skilled resource. Make your website a conversation starter. With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help. Make email part of the full experience. Route email interactions to the most skilled resource, and automate responses to inbound emails. Make email part of the full customer experience. Automatically distribute emails to the best-fit agent based on content analysis and keywords. Genesys Email Routing streamlines your response process using email automation functionality that enables you to monitor, measure, and optimize your email flow to create a better customer experience. Make customer service more social. Engage with your customers on social channels like Facebook, Twitter and more. Make customer service more social. Engage with your customers on social channels like Facebook, Twitter and more. Using Genesys Social Engagement, you can monitor your business presence on relevant social media sites and easily identify and prioritize online comments. Automatically route social media interactions across the enterprise to the right people brings new levels of scalability, consistency and responsiveness in your social media interaction strategies. Engage customers through SMS or within mobile apps, such as WhatsApp, Apple Business Chat, Facebook Messenger, WeChat, and Line. Engage customers through SMS or within mobile apps, such as WhatsApp, Apple Business Chat, Facebook Messenger, WeChat, and Line. Then connect them to the right resource anywhere in your business by routing customer text messages to your best-fit agents. Genesys SMS Routing uses skill-based routing so messaging your company for support is faster and more efficient than calling and enables conversations from anywhere. See what your customers see. Agents see and guide customer’s web browser during a phone call or live chat. See what your customers see. Improve customer experience and first contact resolution by enabling agents to assist your customers through a co-browsing session. Using real-time on-screen guidance, input or by taking control of the customer’s screen. There’s zero footprint for the customer desktop and content masking for security peace of mind. Use machine learning to monitor website activity, predict visitor outcomes and proactively engage customers using chatbots, content and self-service knowledge. Use machine learning to monitor website activity, predict visitor outcomes and proactively engage customers using chatbots, content and self-service knowledge. Genesys Proactive Assist uses actionable insights from web and mobile customer behaviors to offer real-time live assistance at the appropriate moment. It matches customer behaviors and need with the right agent at the right time, on the right channel and agents have the full context to provide the best experience. Route voice calls to the best agent based on the skills needed, or the best team based on queue. Route voice calls to best agent groups based on the skills needed. Create a unified virtual contact center by connecting customers with your best-fit agents. Genesys Call Routing uses skills-based routing to direct calls to the resource best equipped to help — in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world. Route voice calls to the best agent based on the skills needed, or the best team based on queue. Use the power of AI and machine learning to make the perfect match between caller and employee, based on any number of criteria and data points. Create a differentiated experience by connecting customers with your best-fit sales reps. Genesys Predictive Routing provides the best match between customer and agent and appropriately routes the interaction on the customer’s preferred channel. Display customer information to the agent as the call arrives. Display customer information to the agent as the call arrives. When an inbound call is presented to an agent, a screen pop is displayed containing information based on selected variables. When hold times are high, offer a callback to waiting callers. When hold times are high, offer a callback to waiting callers. An alternative to waiting on hold can make the difference in a customer’s experience. After a threshold of time, give callers the wait time and the option of receiving a callback. Now you can deliver higher customer satisfaction without maintaining a peak-level staff. Add the option to extend mobile voice call into a video call. Add the option to extend mobile voice call into a video call. This visual presentation enables organizations to resolve queries faster and more efficiently, helping provide a better customer experience and reduced costs. Progressive, Preview and Predictive dialing all available. Genesys Outbound Dialer delivers coordinated outreach across multiple channels, both automated and agent assisted, and creates optimal engagements based on agent agent availability. Options include Progressive dialing, Predictive dialing and Preview dialing. Places call only when an agent is available Dials when an agent is anticipated to be available Agent must click to accept the outbound dial Automate calls to customers who request a callback on your mobile app or web site. Automate calls to customers who request a callback on your mobile app or web site. When customers can’t find the answers they need on your website or app, they want to speak with someone who can help quickly. With just a single click, Genesys Callback provides your digital customers the option to request a return call instead of waiting online or on an app. And because callback routing uses skills-based routing, these requests can be intelligently routed to the individual best equipped to help. Use SMS notifications to notify customers or as part of integrated campaigns across non-voice channels. Use SMS notifications to notify customers or as part of integrated campaigns across non-voice channels. Customers want a quick way to be notified of appointment reminders, delivery notifications, fraud alerts, coupons, loyalty program information, surveys and much more. Communicate important information simply and efficiently using Genesys SMS Notifications. Customers experience a more satisfying and engaging experience with businesses. And companies reduce operational costs while ensuring important and time-sensitive text alerts are delivered to customers wherever they are. Take your campaigns to customers’ inboxes. Execute integrated campaigns across non-voice channels, including email. Take your campaigns to customers’ inboxes. Execute integrated campaigns across multiple channels, including email. Part of a multi-wave campaign, email can be leveraged in coordinated, multi-channel campaigns that can be integrated with calls, voice messages and text messages to communicate with your prospects and customers with your messages at the right time, while ensuring regulatory compliance. Send notifications directly to customers mobile devices, about updates, service issues and update requests. Send notifications directly to customers mobile devices, about updates, service issues and update requests. Optimize coverage for voice and digital channels with workforce scheduling. Use task-based scheduling to control the sequence of agent tasks. Even optimize utilization of your back-office and task-based workers with back office scheduling. Find the right balance. Optimize coverage for voice and digital channels with workforce scheduling. Use task-based scheduling to control the sequence of agent tasks. Your Genesys solution automatically gathers data, making it easy to get accurate forecasts and scheduling scenarios across channels. Factor in arrival patterns and hours of operation to cover your bases, and get real-time insight and monitoring into SLAs and schedule adherence. Simulate the operation in order to have the right level of resources available. Create executive level what-if resource planning scenarios. Simulate the operation in order to have the right level of resources available. Create executive level what-if resource planning scenarios. Quickly and accurately forecast all important planning metrics, simulate plans to accurately determine the agents you need week-over-week and develop highly efficient just-in-time hiring and overtime plans to optimally use your labor pool. It also ensures more accurate budget management. All your recording needs covered, including: Voice and IVR recording; Voice and screen recording; Even agent desktop and screen recording. All your recording needs, covered, including: Voice and IVR recording; Voice and screen recording; Even agent desktop and screen recording. Monitor quality to continuously improve performance and experiences. Be compliant. Genesys Voice Recording, natively integrated with the Genesys Customer Experience Platform, reliably records 100% of calls – including those with desktop and screen sharing –making it easier to search and access recordings. Collect customer feedback with web-based surveys after an interaction. Collect customer feedback with web-based surveys after an interaction. The surveys can be designed, tested and published through a con gurable web-user interface. Genesys Survey Solution allows rapid duplication, modification and adaptation to meet changing business requirements. Ensure quality and compliance with use cases that cover quality management, skills assessment, and performance management. Ensure quality and compliance with use cases that cover quality management, skills assessment, and performance management. Genesys Quality Management includes strategic metadata with each recorded interaction to pinpoint which are most valuable to evaluate, and then uses predefined reports to analyze and present those results for a clear and consistent view of both your strengths and opportunities for improvement. Get visibility into and manage your outsourced partner organizations. Get visibility into and manage your outsourced partner organizations by identifying skills that drive desired business results, then create models to distribute this knowledge in a consistent manner. Assess outsourcer understanding of what you’ve provided, then target additional training if needed. Compare and track completion and outsourcer effectiveness in driving your business performance metrics. Get basic insights into voice interactions with speech analytics, or go for deeper insights with advanced text and speech analytics. You can also mine messaging conversations with messaging text analytics. Get basic insights into voice interactions with speech analytics, or go for deeper insights with advanced text and speech analytics. You can also mine messaging conversations with messaging text analytics. Assess and empower your teams. Workforce management tools include automated employee onboarding, skills development and assessment, and training and activity scheduling. Assess and empower your teams. Workforce management tools include automated employee onboarding, skills development and assessment, and training and activity scheduling. By reducing knowledge gaps in your workforce with targeted, self-paced training and clear coaching insights, you can provide a more consistent customer experience across all channels. Monitor customer and agent conversations to provide the agent with timely prompts and additional information. Guide reps and automated actions with best practice sales playbooks. Monitor customer and agent conversations to provide the agent with timely prompts and additional information. Provide live transcripts of the customer’s voice or chat bot conversation on the agent’s omnichannel desktop. Then provide the agent with prompts, hints, tips and additional information based on dynamic interpretation of what is needed. Integrate with your CRM and HR systems — like Salesforce, ZenDesk and Oracle— to drive screen pops, personalize self-service and feed data back based on the interaction. Integrate with your CRM and HR systems — like Salesforce, ZenDesk and Oracle— to drive screen pops, personalize self-service, and feed data back based on the interaction. Integrate with third party workforce management systems with bi-directional data feeds. Integrate with third party workforce management systems with bi-directional data feeds. This API that provides automated synchronization of the two, eliminating the need for redundant data management, resulting in improved system performance and happier IT personnel. Integrate third party IVR and speech recognition applications. Integrate third party IVR and speech recognition applications. If you’re not ready to transition away from your existing voice system, you can integrate advanced contact center features with your existing IVR. Integrate third party knowledge management applications, giving your agents enhanced search functionality. Consolidate knowledge that’s scattered throughout your organization in a single searchable repository. Now, your customers can help themselves; but if they do reach out, your agents are also equipped to provide better, quicker assistance. Leverage machine learning to constantly improve and deliver search relevancy. Streamline communications with fully pre-integrated phone system (PBX) and corporate messaging and collaboration. Consolidate multiple systems to a single, reliable platform for both contact center and business users. With a unified platform, enterprises can seamlessly connect with customers, partners and teams anywhere. Enjoy fast deployment, simplified administration, improved efficiency and reduced total cost of ownership. Connect with partners whose specialities include compliance, industry-specific tools, gamification and more. These pre-integrated solutions can easily be added to your tech stack. Connect with partners whose specialities include compliance, industry-specific tools, gamification and more. These pre-integrated solutions can easily be added to your tech stack. Contact center metrics all in one place — for every channel, every agent and every location. Contact center metrics all in one place — for every channel, every agent and every location. Gain a holistic view of customer journeys to better meet service levels and exceed your customers’ expectations. Leverage call center reporting software that’s focused on delivering information your business can use to align employee engagement, optimize operations and provide a consistent customer experience. Monitor and analyze contact center metrics to detect addressable service level anomalies. Monitor and analyze contact center metrics to detect addressable service level anomalies. Improve the customer and employee experience by giving business users a full view into service level performance and tools to take timely action. Genesys KPI Insights monitors performance against service level goals and provides simple filtering, drill-down and custom reporting to address service issues. Monitor customer journeys across all channels to enhance outcome prediction and reach your business goals. Monitor customer journeys across all channels to enhance outcome prediction and reach your business goals. Apply machine learning, dynamic personas, and outcome probabilities to identify the right moments for proactive engagement.
di|Call IVR Channel Self-Service Use Case Call IVR Call IVR Visual IVR Channel Self-Service Use Case Visual IVR Visual IVR Voicebots Channel Self-Service Use Case Voicebots Voicebots Chatbots Channel Self-Service Use Case Chatbots Chatbots Web chat Channel Digital Use Case Web chat Web chat Email Channel Digital Use Case Email Email Social Media Channel Digital Use Case Social Media Social Media Messaging Channel Digital Use Case Messaging Messaging Co-browse Channel Digital Use Case Co-browse Co-browse Proactive web engagement Channel Digital Use Case Proactive web engagement Proactive web engagement Queue-based call routing Channel Inbound Use Case Queue-based call routing Queue-based call routing AI-driven call routing Channel Inbound Use Case AI-driven call routing AI-driven call routing Agent desktop screen-pop Channel Inbound Use Case Agent desktop screen-pop Agent desktop screen-pop Automated customer callback Channel Inbound Use Case Automated customer callback Automated customer callback Video call Channel Inbound Use Case Video call Video call Dialing Channel Outbound Use Case Dialing Dialing Automated customer callback Channel Outbound Use Case Automated customer callback Automated customer callback SMS notifications Channel Outbound Use Case SMS notifications SMS notifications Outbound using email Channel Outbound Use Case Outbound using email Outbound using email Push notifications for mobile Channel Outbound Use Case Push notifications for mobile Push notifications for mobile Forecasting & scheduling Channel Workforce Use Case Forecasting & scheduling Forecasting & scheduling Long term planning & budgeting Channel Workforce Use Case Long term planning & budgeting Long term planning & budgeting Recording Channel Workforce Use Case Recording Recording Surveys Channel Workforce Use Case Surveys Surveys Quality and compliance management Channel Workforce Use Case Quality and compliance management Quality and compliance management Outsourcer management Channel Workforce Use Case Outsourcer management Outsourcer management Interaction analytics Channel Workforce Use Case Interaction analytics Interaction analytics Training Channel Workforce Use Case Training Training Agent assistance Channel Workforce Use Case Agent assistance Agent assistance CRM & HR integration Channel Integrations Use Case CRM & HR integration CRM & HR integration WFM integration Channel Integrations Use Case WFM integration WFM integration Voice systems Channel Integrations Use Case Voice systems Voice systems Knowledge management Channel Integrations Use Case Knowledge management Knowledge management Business communications Channel Integrations Use Case Business communications Business communications Pre-built integrations Channel Integrations Use Case Pre-built integrations Pre-built integrations Omnichannel Reporting Channel Insights Use Case Omnichannel Reporting Omnichannel Reporting KPI Insights Channel Insights Use Case KPI Insights KPI Insights Journey Tracking Channel Insights Use Case Journey Tracking Journey Tracking Saving Data
st|Progressive dialing Predictive dialing Preview dialing
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Connect phone, email, chat and social through one seamless tool. Imagine a new world where contact centers run so smoothly that customers feel satisfied after every interaction — a world where employees are excited to go to work each day. The Genesys Cloud solution makes that world possible. Thousands of businesses around the globe use this easy, all-in-one contact center solution to deliver seamless customer experiences. Create fluid customer conversations across digital and voice channels. Predict and understand customer issues before they escalate — or before they even happen. Make it easy for agents to resolve issues fast with an intuitive interface. Empower employees to find solutions together with collaboration tools that let them talk, video, chat and search. Seamlessly integrate with Salesforce and other CRM tools to add context to customer journeys. Reduce costs, boost sales and automate routine tasks with Genesys AI. Speech-enabled IVR Equip your customers to resolve issues faster with speech-enabled IVR. Natural Language Understanding (NLU) lets your customers interact with your system in a way that feels completely natural. Voicebots Simplify your customer journeys with conversational voicebots that move freely across interactions and channels. Manage, unify and orchestrate any bot across phone, web chat, mobile messaging and smart speakers. Chatbots Give customers 24/7 self-serve assistance with artificial intelligence (AI)-powered chatbots. Handle tasks more efficiently across any digital channel by automating conversations with bots — and make it easy to transfer to an agent while keeping the full interaction context. Chat Quickly resolve any customer situation with web chat. It enables your agents to respond immediately or step in proactively if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context. Email Integrate email into your consistent omnichannel experience. Set up appropriate auto-responses and route email to the right agent group based on content analysis. SMS and messaging apps SMS and messaging apps create conversations that can live forever. Context and content are never lost, and conversations can resume at any time, right where they stopped. This gives customers a way to interact with you at their convenience. Co-browse and screen share See what your customers see and make interactions simple and painless with co-browse and screen share. If customers are having trouble, they can share their browser pages with your contact center agents or knowledge experts while chatting or speaking with the agent or expert. Genesys Cloud Voice This VoIP telephony service provides public telephony access to any Genesys Cloud services to which you subscribe. You can purchase phone numbers directly from us or bring existing numbers with you. Bring Your Own Carrier (BYOC) Leverage your preferred local or cloud carrier with the Genesys Cloud solution. You can maintain an existing relationship with your carrier or establish a new one. Choose the best telephony infrastructure to fit your needs. DIY administration Straightforward administration lets you scale your cloud communications with ease for a 100% cloud-based call center solution. Purchase, provision and manage your Genesys Cloud voice services anytime, anywhere with a simple web interface. Inbound voice routing (ACD) Inbound voice uses your company’s defined business priorities to segment and rank interactions. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources. Voicemail Ensure the continuity of your customer service operations with agent and group voicemail. Receive email notifications for new messages, configure your own greetings and get multi-language support. Callback If your contact center is busy, use IVR to offer an option for callback while allowing callers to keep their positions in the queue. Scheduling immediate or delayed callbacks eliminates the need for customers to wait on hold to speak with an agent — and that increases customer satisfaction. Outbound campaigns Create long-lasting opportunities and decrease the volume of inbound calls to your contact center with basic outbound campaigns. Send highly personalized, timely and relevant notifications on your customers’ preferred channels. Inbound/outbound blending Genesys outbound software supports blended agents. By blending inbound and outbound calls to a specific agent group or the entire population of agents, you can increase agent utilization, reduce overall call wait times and smooth overall call volume. Proactive notifications Reach out proactively in a timely, personalized and contextual way. Make it easy on your customers by using predictive dialing to target the right customers and streamline interactions. Automate notifications to save time and keep customers informed. Employee performance Track, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Empower your managers, increase speed to competency for new hires and gamify contact center KPIs. Resource management Allow workforce managers to work with short-term forecasts and improve forecasting efficiency by leveraging AI. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface. Quality assurance Follow your customer experience interactions closely to maintain quality and adhere to corporate policies. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens. Anywhere access Give your agents who are working remotely and in globally distributed teams a modern, integrated communications solution. With the Genesys Cloud solution, your teams aren’t bound by location or hardware. This web-based unified communications solution, softphone and native mobile apps keep your workforce united, equipped and engaged — no matter where they are. Business communications The Genesys Cloud solution seamlessly connects contact center users, business users, vendors, partners and customers. Unifying communications across your company drives faster agent response times and improves business outcomes. Agent collaboration Collaboration tools give teams access to communication channels from a single application — on any device. Agents can use video, softphone, screen sharing, persistent chat channels, rich employee profiles and document management — all in one integrated solution. Performance dashboards Up-to-the-second analytics and real-time dashboards provide the information you need to manage your contact center across multiple teams and channels. Customize dashboards to match your unique needs and help you respond in the moment. Historical reporting Preserve historical context across your call center and generate reports so you can track and analyze service levels, call times, resolution rates, customer satisfaction and other critical KPIs. Real-time and historical views Unite real-time and historical data. Organize and search by customer or interaction, and gain clarity with customized and consistent reporting that gives you true insight into your data. AppFoundry Marketplace Visit the Genesys AppFoundry Markeplace to browse and quickly deploy more than 315 third-party apps. Find everything you need to extend and enhance your Genesys Cloud solution — from easy CRM integrations to creative ways to use AI and automation. Pre-built integrations Say goodbye to lengthy professional service engagements. Pre-built integrations, developed and supported by Genesys, are quick to deploy and easy to configure. And they simplify integrations with other business systems, such as CRM systems and AI solutions. Genesys Cloud platform The Genesys Cloud platform is a flexible, scalable Software as a Service contact center experience that can integrate with existing systems and grow with the pace of your business. And it empowers you to expand on a development platform with robust API tools. The world’s largest cloud contact centers build on the Genesys Cloud™ platform for flexibility, security and scale. The Genesys Cloud platform is designed to take full advantage of modern cloud strategies and technologies. Microservices, API-first development, open data and artificial intelligence (AI) give you rapid innovation, agility and resilience. Built by disruptors, the Genesys Cloud platform is transforming the contact center industry by delivering innovation to companies of all sizes, everywhere. There’s a reason for seamlessly integrating voice and digital channels — empowering agents, delighting customers and creating better business outcomes overall. Choose the secure, trustworthy solution for your cloud-based contact center. The Genesys Cloud solution meets and exceeds modern security standards with external penetration testing, attack defense automation, and TLS and AES-256 encryption. Key industry certifications and regulatory compliance mean you can trust that customer and business data remains private — no matter your industry or location. Adam Davis Vice President Contact Center Operations Western Governors University Aarde Cosseboom Director of GMS Technology, Analytics, and Product TechStyle Fashion Group Jason Lock Head of Contact Centers Westpac NZ Placed furthest for Completeness of Vision Building on the solid foundation detailed above, the Genesys Cloud platform offers robust customization and expansibility options to meet your unique business needs. Designed with the world’s largest brands in mind, the Genesys Engage™ solution powers sophisticated customer experiences and digital transformation at any scale. Our flexible pricing options are designed to help you purchase only the capabilities you need. If you want to scale down or upgrade at any time, we make it easy. Request a demo to see how Genesys Cloud enables fluid conversations across digital and voice channels in an easy, all-in-one interface. Discover how your company can reap the benefits of a speedy deployment and simple administration, transforming your contact center into an experience center virtually overnight. Oops! We have your personal email. We’ll contact you directly to set up a date and time that works with your schedule
di|We want every student to feel their learning experience has been personally designed for them. Genesys Cloud gives us the perfect platform to do that. With Genesys Cloud, we have a robust customer experience platform with all the features needed to raise the bar on the service we provide to members. We’re able to simply switch on new capabilities when required… Genesys Cloud has changed the game for us, constantly bringing new functionality.
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h2|Explore some of the features of Genesys Cloud Secure. Resilient. Compliant.
h3|Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Get real-world CX survival secrets Power deeply connected, meaningful experiences What Genesys Cloud can do for you Build on a future-proof cloud platform designed with disruptors in mind What our customers are saying Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS We have options to fit your needs See everything you can do with Genesys Cloud. Thank you for your interest.
h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore Satisfied customers Happier employees Better business outcomes Customer self-service Digital channels Voice services Inbound routing Outbound campaigns Workforce engagement Unified communications Reporting and analytics Integrations and apps Make it custom with the Genesys Cloud platform Manage complexity with the Genesys Engage solution Explore pricing options for Genesys Cloud Live Assistance Live Assistance
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Choose a cloud contact center solution built for trust, transparency and security. Choose the secure, trustworthy solution for your cloud-based contact center. The Genesys Cloud™ platform (formerly PureCloud™) meets and exceeds modern security standards with external penetration testing, attack defense automation, and TLS and AES-256 encryption. With key third-party certifications and rigorous regulatory compliance, you can trust your customer and business data remains private — no matter your industry or location. Genesys Cloud provides security across the board, 24 hours a day, seven days a week. Encrypting data at rest is a fundamental design characteristic of the Genesys Cloud platform. We secure cloud traffic using TLS encryption and protect customer data via the 256-bit Advanced Encryption Standard (AES) algorithm. Additional technical controls protect against insider threats and data exfiltration — so access to customer data is logged and monitored. Application security testing occurs throughout the lifecycle. During development, code is continually tested and reviewed using commercial and in-house automated toolsets, dynamic code analysis and third-party vulnerability assessments. We also engage a third party to conduct regular penetration testing, ensuring Genesys Cloud always maintains a high security posture. Security is embedded in the software development lifecycle at Genesys. An independent product security team uses an agile development process that incorporates security early in the lifecycle, with multiple validation steps. Developers are regularly trained on web application security protocols, including the Security Project (OWASP) and SANS Top 25 common vulnerabilities. Don’t let a security breach break consumer trust. Our commitment to data privacy will give your customers peace of mind. Amazon Web Services (AWS), trusted by the CIA for its robust cloud security, provides the solid infrastructure for our secure cloud call center platform. The Genesys Cloud platform uses logical isolation to enforce strict control of data requests and access permissions. You can reassure your customers their personal information is safe with you. Build your contact center on a scalable cloud platform you can trust. We’ve spent years refining and testing our development philosophy and cloud-based architecture. So you get a customer experience platform that’s battle-tested, validated and fully secure. Genesys adheres to multiple industry-specific regulatory compliance standards — and it starts with our infrastructure. All Genesys data center facilities are managed to comply with the most rigorous industry security measures to ensure that data remains safe at all times. In addition to our multi-stage authentication and 24/7 CCTV monitoring, we employ the following security protocols: A signature-based Network Intrusion Detection System (NIDS) constantly monitors the Genesys network for potential attacks. At the network level, Genesys has deployed adaptive security appliances to provide firewall capabilities, along with a two-way authentication process, to limit access. For logical security, Genesys virtualization architecture ensures separation and security of customer-specific data, along with role-based permissions to control access. Genesys software meets and exceeds modern security standards. Key third-party certifications and rigorous regulatory compliance mean you can trust that customer and business data remains private — no matter your industry or location. 1. Genesys also uses Standard Contractual Clauses for data transfers to the United States. 2. Only available for . 3. Learn about our . Trust is earned, not simply given — and once earned, it has to be maintained. At Genesys, we work hard to provide a consistent level of world-class service for our customers. As your call center technology partner, we’ll be with you every step of the way and always strive to maintain your trust through our deep commitment to security and transparency. Explore the pages below to learn more
h1|Safeguard your customers and your business
h3|Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Get real-world CX survival secrets Get security, resilience and compliance with Genesys Cloud Maintain resolute cloud security, 24/7 Protect your customers’ data Achieve full compliance Secure. Resilient. Compliant. Count on us for radical transparency
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Improve your agency’s call center operations and enhance the citizen journey The Maximus Genesys Engagement Platform is a FedRAMP-authorized solution that lets citizens communicate with your agency across all channels – including voice, SMS, and web chat – so you can fulfill your agency’s mission while delivering an optimized citizen experience. The Engagement Platform is a FedRAMP-authorized cloud contact center solution designed to help your agency adhere to government mandates to improve the citizen experience, while supporting all of your security and privacy requirements. FedRAMP-authorized for best-in-class security Reduce costs and improve outcomes Maximus and Genesys: stronger together Go omnichannel for simplified communications Fulfill your agency’s mission securely at every touch point of the citizen journey. Get relief from overwhelming IT costs and discover resource efficiencies with integrated workforce engagement management capabilities. Benefit from the powerful joint capabilities of two industry-leading platforms and leverage a full range of capabilities for improved citizen experience. Streamline your citizen communication with a unified solution for voice, text, chat, email, social media and more. Modernize your citizen experience with integrated, AI-powered journeys Predictable, consistent budget impact 24/7 dedicated help desk support Continuous monitoring for ongoing compliance Meet modernization and security requirements with AI, predictive matching and self-service automation. Reduce the costs of replacing on-premises hardware from capex to opex, with a subscription-based solution. You’ll never have to wait to get the help you need with dedicated, 24/7 NOC and SOC support. You’ll always be in compliance with FedRAMP mandates with built-in, continuous monitoring and reporting to GSA. With the right technology and the right partner, you can connect with your citizens in more meaningful, personalized ways — every time. For experiences that set your agency apart, turn to the Maximus Genesys Engagement Platform. Orchestrate inbound and outbound communication across all touch points, channels and resources. Seamlessly integrate voice and digital channels — including email, chat, social and more. Artificial intelligence (AI) turns citizen data into context-rich insights — for better engagements at every touch point. Provide better self-service experiences with more intelligent voicebots and chatbots. Transition smoothly to assisted interactions with full context. Match every interaction to the best resource. Predictive engagement and routing harness AI to drive the citizen experience outcomes you prioritize. Designed to meet the needs of agencies of all sizes, with the FedRAMP certification you need. Agencies have CX scores that rate as “poor” or “very poor” Government employees feel their agency’s CX is improving Government employees feel their agency’s CX has stagnated Research from Genesys and GovLoop paper “How the cloud enables a secure and safe customer experience for the 21st century” This is what you’ve been waiting for. Take advantage of the Genesys + Maximus partnership to help your agency meet its privacy and security requirements while fulfilling its mission to provide exceptional citizen experiences. To learn more about how the Maximus Genesys Engagement Platform can power your agency’s cloud contact center, contact us today to be connected with a member of our government sales team. Oops! We have your personal email. A member of our government sales team will be contacting you shortly
h1|A FedRAMP-authorized cloud contact center solution for your agency
h3|Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Get real-world CX survival secrets Enhance the citizen journey with a scalable, secure cloud contact center solution Ensure your citizens can get the information they need when they need it — over the channel they prefer Make CX Your Mission Learn more about the Maximus Genesys Engagement Platform Get started with the Maximus Genesys Engagement Platform Thank you for your interest with Genesys!
h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore Inbound and outbound Integrated channels AI-infused journeys Service automation Predictive matching Security and scale Genesys offers FedRAMP-Authorized Solution FedRAMP Research Visit us on the FedRAMP Marketplace Live Assistance Live Assistance
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pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisIntroducing the Genesys Cloud platform. Unlock the powerful combination of your people and our cloud to provide Super Human Service. For a limited time only, get Genesys Cloud 1 at almost half price. Introducing the Genesys Cloud platform. Unlock the powerful combination of your people and our cloud to provide Super Human Service. For a limited time only, get Genesys Cloud 1 at almost half price. Request a demo Request a quote Design your solution Contact us Deliver personalised customer engagement on the channel of your customers’ choice and give your team the tools to make every moment count. Today, contact centres need to handle much more than phone calls. Customers also want support on your website, social media channels or app. A simple phone system won’t cut it anymore. You need to be ready to respond in real time on your customers’ channels of choice. For that, you need cloud-based contact centre software with all the essentials built in. This includes inbound and , from and to , , , , , self-service options, , and easy ways to connect your other business systems. Genesys has you covered for all the ways you want to connect with customers. Singapore Airlines personalised customer experience and transformed operations with Genesys Engage. Probe Group leveraged omnichannel cloud technology to improve operational efficiency and agility using Genesys Cloud. TOT Public Company embraced cloud and AI to support changing customer demands for more personalised experiences. Existing Genesys on-premises customer? Learn what moving to a cloud call centre solution can do for you Have an on-premises call centre with another vendor? See how we can support your journey to a cloud solution. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|THE WORLD’S LEADING CLOUD CONTACT CENTRE SOLUTION – NOW AVAILABLE IN INDIA Race to get started on Genesys Cloud. Genesys named a Leader in Gartner 2020 Magic Quadrant for THE WORLD’S LEADING CLOUD CONTACT CENTRE SOLUTION – NOW AVAILABLE IN INDIA Race to get started on Genesys Cloud. Genesys named a Leader in Gartner 2020 Magic Quadrant for
h2|Genesys provides the best contact centre software to drive remarkable customer experiences for organisations of any size.
h3|Deliver mission-critical CX with Cloud & AI Meet Genesys Cloud. The radically easy, all-in-one cloud contact centre solution. Get access to 28 videos with tips, insights and best practices to deliver great CX with Cloud and AI
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Placed for Completeness of Vision Placed for Completeness of Vision Live Assistance Live Assistance
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pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 新的《麻省理工研究洞察》报告 助力并保障真正的个性化体验 Genesys Cloud 助力提供真正的个性化体验。 需要演示 获得免费试用 联络我们 ROI calculator 在客户选择的渠道上提供个性化体验，并为您的团队提供各种工具，使每分每秒都变得有意义。 65 家全球百强品牌选择 Genesys 提供最佳客户体验。 了解这些品牌如何与客户互动，以建立牢固的客户关系和忠诚度。 Genesys支持链家网提供全渠道客户体验 实现O2O（线上到线下）房地产业务 Genesys助力恒丰银行打造全渠道客户体验 了解 Vodafone 如何借助 Genesys 提高联络中心评级和净推荐值 (NPS)。 了解如何在客户首次联络时将其引导至最合适的资源，同时确保为员工提供正确的工具和培训，以快速解决客户问题。 预测客户需求，通过客户选择的渠道与之沟通，交付完全个性化的体验，将客户体验打造成企业优势。 使用世界一流的联络中心，自动处理管理任务，同时提供能够与贵公司共同进步的的工具、分析和技术，解放您的 IT 团队。 跨所有渠道交付个性化体验，为客户留下美好的印象。将客户即时引导至合适的资源，快速解决问题，提供营销活动消息。 提高员工的协作性和内部沟通的有效性，使团队的步调更加一致，以及适时提供相关信息和改善指标。 通过合适的培训和生产力工具，更充分地利用劳动力。通过分析工具深入洞察差距所在，并采取相应改进措施。 深入研究呼叫记录和客户数据，更好地了解客户购买行为，利用这些洞察提升推送信息的有效性，挖掘更好的商机。 通过客户喜欢的方式（电子邮件、社交媒体或网络聊天等）主动联系客户，以吸引客户、提供信息和加快潜在客户转换。 使用创新的商机管理工具，更准确地评估商机并将其快速分配至最合适的代表，以推动他们采取下一步行动。 通过路由引擎自动将最热商机分配给最能成单的销售代表，快速转化客户。 使用自动化呼出程序，在潜在客户喜欢的渠道上为其主动投放及时、相关和适合情景的消息，从而提高转换率。 实时深入了解客户趋势和行为，并为销售代表提供所需信息，以便在客户赢取、追加销售和顾客赢回方面获得更大成功。 Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
di|阅读案例 阅读案例 阅读案例
st|提高首次联络解决率 个性化客户体验 构建更好的基础设施 打造差异化企业 改善沟通 提高工作效率 提高商机质量 主动与客户交互 加速商机分配 快速响应 联系潜在客户 赢得更多订单
h1|与 AI 有关的真实情报 — 向早期采用者学习 推出构建于微软 Azure 之上的 Genesys Engage 借助 Experience as a Service（体验即服务）您收获的将不仅仅是软件
h2|顶级品牌纷纷选择与 Genesys 合作。
h3|客户体验蓝图 了解 Genesys Cloud。 极为简单易用的一体化云联络中心。 探索最新的Genesys客户体验解决方案创新项目
h4|我们的技术 我们的方法 性能 产品 Genesys 的优势 关于我们 我们可以为您提供帮助 浏览 现场协助 现场协助
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pa|ジェネシスのコールセンタープラットフォームは、迅速なイノベーションを可能にし、あらゆる業界や企業規模に対応します。 ジェネシスは常にイノベーションを行っています。カスタマーエクスペリエンスおよび従業員エクスペリエンスの最新情報をご覧ください。 ジェネシスのソリューションが現代のセキュリティー基準以上を達成する方法をご確認ください。 当社のAppFoundryマーケットプレイスから、機能と価値を素早く追加できます。 APIを直接使用せずに機能を拡張できます。プログラミングは必要ありません。 クラウドからクラウドへのシームレスな移行に必要なツールについては、専門の担当者がご対応します。 豊富な経験、専門知識、パーソナライズされたプランにより、スムーズなクラウド移行を実現します。 ジェネシスによるエクスペリエンスをさらに向上させましょう。何が実現できるかをご確認ください。 卓越したカスタマーエクスペリエンスを容易に実現するソフトウェアを使用して、コールセンターを運営しましょう。 Genesys AIを使用して、CXのレベルをスケールアップさせ、貴社のコンタクトセンターのクオリティを向上させましょう。 アプリや連携機能を活用してカスタム・コールセンターを構築できます。 顧客が希望するメッセージングアプリで会話を継続します。 卓越した自動化により、24時間年中無休のセルフサービスサポートを顧客に提供できます。 自然言語理解を備えた、優れたボットにより、スマートなセルフサービスを実現します。 貴社Webサイトでライブチャット機能により会話を開始、リアルタイムに問題を解決します。 プレディクティブルーティングでは、データを有効活用します。 シームレスなオール・イン・ワンのコールセンターソリューションにより、緊密に連携したエクスペリエンスを可能にします。 競争力に優れたカスタマーエクスペリエンスとデジタル変革をあらゆる規模で実現します。 Genesys製品を導入した企業の改善点をご覧いただけます ヘッドセットを付けたヒーローを生み出しましょう。オペレーターは基準を超えたサービスを提供します。 継続的な学習とイノベーションがカスタマーエクスペリエンスの専門家コミュニティーを構築します。 共感に基づいたCXの構築—信頼とロイヤルティーを形成するために。 ジェネシスのコールセンターおよびカスタマーエクスペリエンスに関する各種ソリューションが、いかにビジネスの成功に役立ってきたかをご確認ください。 最適なジェネシスのパートナー会社を見つけるか、パートナーネットワークにご参加ください。企業が目標を達成するお手伝いをします。 ジェネシスが世界中の11,000社もの企業から信頼されている理由をご確認ください。 良質なCXを構築する方法をご覧になれます 顧客が望む場所でサービスを提供し、生産性の高いカスタマージャーニーへと導く方法をご確認ください。 サポート業務は素晴らしい仕事です。サポートチーム全体の能力を向上させる方法をご確認ください。 カスタマーエクスペリエンスのテクノロジーを最大限に活用して、目標を達成し、顧客を満足させましょう 販売、マーケティング、サポートにおけるアプローチを連携させて、顧客を獲得し維持しましょう。 ジェネシス製品によりCXを改善された事例を多数ご紹介します カスタマーエクスペリエンスを改善し、お客様との絆を強める方法をご紹介します。 ジェネシス・ジャパンの最新ニュース、プレスリリースをお届けします データに基づく顧客や従業員の最新動向や、業界のキーパーソンから寄せられたインサイトなどをご紹介します。 8/31までの申込で、通常月額9,000円/席が5,500円に！ 世界100カ国を超える11,000社以上からの信頼を集めるジェネシスが、最高品質のカスタマーエクスペリエンスを実現します。 デモをリクエスト 導入事例 お問い合わせ Webセミナー 従来のコールセンターを劇的に進化させる先進のCTIシステム。それが、ジェネシスのコンタクトセンター・ソリューションです。 さまざまなチャネルで顧客と質の高いコミュニケーションを行い、問題解決のための最適なリソースへとスムーズに導く。 多彩な機能をもつソリューションが、顧客と従業員の満足度を最大限に高めながら、ビジネスのさらなる発展へとつなげていきます。 電話、Eメール、チャット、SNS、ビデオ電話、メッセージアプリなどのチャネルを簡単に導入できます。現状のみならず、将来的なメディアの進化にもしっかり対応できます。 顧客対応の適切な自動化を図るとともに、顧客自身が問題を解決するカスタマーセルフサービスを推進。顧客の満足を高め、同時にエージェントの負担の軽減を図ります。 AI技術によって顧客の利用状況に基づいた最適なリソースを予測し、最適なタイミングで提供できます。さらに機械学習を重ねることで、アプローチの精度を継続的に高めます。 顧客とのインタラクションをリアルタイムでモニタリングし、データに基づく最善の対応をサポート。また、データ分析により、コンバージョン向上のための改善を実施します。 カスタマーエクスペリエンスを飛躍的に向上させる、ジェネシスの先進的な機能がここにあります。 電話、Eメール、チャット、SNSなど、多彩なチャネルに対応。シームレスに機能するオール・イン・ワンのクラウド型ソリューションが、卓越したカスタマーエクスペリエンスをもたらします。 パブリック、プライベート、ハイブリッドのクラウド環境が選択可能。細部まで自由にカスタマイズできるソリューションが、ひとつ上のカスタマーエクスペリエンスとデジタル革新を実現します。 従来のコールセンターに対して問題を感じていても、対応策がわからない。 そのようなケースに対応し、コンタクトセンター・ソリューションのおすすめポイントを、3つの課題別にまとめました。 たとえば、3密を回避したい、働き方改革を推進したい、コストを削減したい、など。 たとえば、常に最新の機能を備えたい、運営コストを削減したい、短期間・低予算で導入したい、など。 たとえば、顧客のニーズに効率よく対応したい、問題解決までのコストを抑えたい、コンバージョンを向上させたい、など。 Genesys Cloudについての詳細や、導入・運用・料金などについてご質問など、 あらゆるお問い合わせにお答えします。お気軽にご相談ください。 世界のトップ100の企業のうち、65社がジェネシスのソリューションを導入しています。 それぞれの企業はどのようにジェネシス製品を活用し、業務効率を改善されているのでしょうか？是非ご覧ください。 医薬品に関する年間約9 万件の問い合わせに対応、アステラス製薬様におけるメディカルインフォメーションセンターの事例をご紹介します。 オンプレミスの旧システムからPureCloudへ移行したことで、セキュアな環境を維持しつつ、応答率・初回解決率・平均通話時間など各種KPIの改善を達成した事例をご紹介します。 Genesys Cloud の柔軟な料金体系により運用コストを最適化、また管理機能により、ルーティングの変更などが柔軟かつリアルタイムに実現可能に。ブラザー販売様の事例をご紹介します。 ビジネス向けIT製品のレビューサイト「ITreview」において、 Genesys Cloudは、さまざまな業界のユーザーから高い評価をいただいています Genesys Cloudについての詳細や、導入・運用・料金などについてご質問など、 あらゆるお問い合わせにお答えします。お気軽にご相談ください。 ジェネシスは世界100カ国以上において、毎年700億件以上の卓越したカスタマーエクスペリエンスを支えています。クラウドとAIのパワーを通じて、ジェネシスのテクノロジーはマーケティング、セールス、サービスのすべてのチャネルにおけるカスタマーモーメントをつなぐとともに、従業員の体験も改善します。ジェネシスはExperience as a Service のパイオニアとして、すべての企業が規模を問わず真のパーソナライゼーションを大規模に実現し、共感を持ってかかわり、信頼とロイヤリティを育むことができるように取り組んでいます。これを実現するGenesys Cloudは、パブリック・クラウド・コールセンター・プラットフォームを世界でリードするオールイン・ワン・ソリューションとして、迅速なイノベーション、スケーラビリティ、柔軟性を提供します。 Copyright © 2021 Genesys. All rights reserved.
di|詳しくはこちら 詳しくはこちら 詳しくはこちら
st|●飲料メーカー様 ( ★) ●生命保険会社様 ( ★) ●フォントメーカー様 ( ★) ●FX投資サービス会社様 ( ★) ●全国進学/学習塾運営会社様 ( ★) ●PCスクール運営会社様 ( ★) ●人材派遣会社様 ( ★) ●コンタクトセンター業務サービス会社様 ( ★) ●医療系人材サービス会社様 ( ★)
h1|好評につき、期間延長！ Go-Goキャンペーン！ ジェネシスは、卓越したコンタクトセンター・ソリューションを提供する 世界のリーディングカンパニーです。 ジェネシスは、ガートナーのCCaaSにおいてリーダーに位置づけられました
h3|CX設計ツール： ジェネシスのコンタクトセンター・ソリューションが、 さまざまな顧客の ニーズに応える、優れたカスタマーエクスペリエンスを実現します。 独自のコンタクトセンター・ソリューションがもたらすもの ジェネシス製品について 課題別のおすすめポイント 課題： A 課題：B 課題： C お問い合わせはこちら 導入事例 ユーザー企業様の声 お問い合わせはこちら
h4|ジェネシスのテクノロジー ジェネシスのアプローチ 機能 製品 ジェネシスの優位性 ジェネシスのご紹介 課題により資料が検索できます メニュー ビジョンの完全性において最も高く評価されています コミュニケーションの選択肢を増やします 顧客とエージェントの満足度を高めます。 顧客が求めている対応を予測できます。 あらゆるビジネスの成長に貢献します。 価格 関連資料・ホワイトペーパーDL 会社概要 ライブアシスタンス ライブアシスタンス
h5|”クラウドファーストコンタクトセンターにはおすすめ” ”API-centric” ”「見える化」された革新的なコールセンターシステム” ”いろいろ出来るし、進化していく” ”進化し続ける、企業と顧客を繋ぐプラットフォーム” ”システム連携のしやすい費用対効果の高いコンタクトセンターシステム” ”機能が充実している” ”現場目線の充実した機能” ”機能(多機能)が標準で利用でき、他システムとの連携も優秀” 今日はどのようにお手伝いできますか？
sp|新型コロナウイルス感染症（COVID-19）による影響。 +03-5989-1300 ★★★★ ★★★★ ★★★★ ★★★★ ★★★★ ★★★★ ★★★★ ★★★★ ★★★★ +03-5989-1300 | | |
bo|使いやすいオール・イン・ワンの クラウド型コンタクトセンター・ソリューション 高度なカスタマイズが可能な、マルチクラウド型コンタクトセンター・ソリューション 新型コロナ対策や働き方改革など、ニューノーマルに対応したコンタクトセンターの新しいスタイルを模索している。 エージェントが自宅で勤務する 「在宅コンタクトセンター」という考え方。ジェネシスのクラウド型ソリューションが、新しい時代の業務形態をサポートします。 従来のオンプレミス型コールセンターでは、テクノロジーの進化に対応できず、多様化する顧客のニーズに応えられない。 先進のクラウド技術を導入したコンタクトセンターをスピーディに構築。顧客のニーズに応え続ける最新の機能で、最善のカスタマーエクスペリエンスをもたらします。 コンタクトセンターと Web サイトの連携が不十分で、顧客の意図がすぐに把握できず、多くの手間と時間を費やしている。 AI 技術による革新的なソリューションが、それぞれの顧客の特性を予測。 適切なタイミングで、最適なアプローチを行い、コンバージョンのさらなる向上を実現します。
pa|Virtual G-Summit Korea 2020의 주요 세션 영상을 지금 바로 확인해 보세요! 새로운 MIT Research 인사이트 보고서 데모 요청 무료 체험 상담 신청 견적 요청 최고의 고객 경험을 제공하기 위해 글로벌 상위 100개 기업 중 65개 기업이 Genesys를 선택하였습니다. 이 기업들이 고객 관계와 충성도를 구축하기 위해 어떻게 고객과 커뮤니케이션하는지 알아보세요. Westpac NZ이 Genesys Cloud 플랫폼으로 전환하여 고객 경험 향상 및 운영 효율화를 달성한 사례를 확인해 보세요 Genesys Cloud 플랫폼이 MyBudget의 성장에 어떤 도움이 되었는지 사례를 통해 확인해 보세요 Genesys 옴니채널 플랫폼으로 고객 경험을 강화한 Lenovo의 성공 사례에 대해 확인해 보세요 기존 Genesys 고객이신가요? 클라우드 콜센터로 전환하여 얻을 수 있는 혜택에 대해 알아보세요 타 공급업체의 온-프레미스 콜센터 솔루션을 사용 중이신가요? Genesys가 클라우드 솔루션으로 간편하게 마이그레이션하는 방법에 대해 알아보세요 모든 채널에서 처음부터 고객에게 최적의 상담사를 연결할 수 있는 방법과 직원들이 빠른 해결을 위해 올바른 도구와 교육을 받을 수 있는 방법을 확인해보세요. 고객의 요구를 예측하고 고객이 어떻게 채널을 선택했는지 파악하고 모든 것을 개인맞춤화하여 고객 경험을 제공하세요. IT팀의 부담을 줄여보세요. 관리 작업을 자동화 시키고 비즈니스의 성장과 함께 확장할 수 있도록 설계된 도구, 분석 및 기술을 제공하는 세계적인 수준의 컨택센터 솔루션이라면 가능합니다. 모든 채널에 걸쳐 개인 맞춤화된 경험을 제공하여 고객에게 좋은 인상을 남기세요. 고객의 문제를 해결하고 캠페인 메시지를 전달할 수 있는 최적의 리소스를 즉시 제공하세요. 직원 협업과 내부 커뮤니케이션의 효율성을 높여 팀을 효과적으로 일할수 있게 하고 적시에 필요한 정보를 제공하여 측정 지표를 향상시키세요. 올바른 교육 및 생산성 도구로 인력의 효율성을 극대화하세요. 분석을 사용하여 부족한 부분에 대한 통찰력을 얻고 그러한 정보에 따라 조치를 취하세요. 고객의 구매 행동을 보다 잘 이해할 수 있도록 녹취 및 고객 데이터를 검토하고 이러한 정보를 활용하여 개선된 메시지를 전달하고 더 나은 잠재고객을 확보하세요. 이메일에서 소셜 미디어 또는 웹 채팅까지 고객의 선호 채널을 통해 고객에게 선제적으로 메시지를 전달하고 구매 전환율을 높여보세요. 혁신적인 잠재 고객 관리 도구를 사용하면 보다 정확하게 잠재고객을 분석하여 검증하여 최적의 담당자에게 신속하게 전달할 수 있습니다. 잠재고객을 고객으로 전환하기 위해 최고의 담당자에게 자동으로 배정하는 라우팅 엔진을 통해 가능성 높은 잠재고객을 최적의 담당자에게 즉시 전달하세요. 선호하는 채널의 가망고객에게 시기 적절하고 관련성 높은 맥락적 메시지를 적극적으로 제공하는 자동 아웃바운드 프로그램을 통해 전환율을 높일 수 있습니다. 고객의 트렌드와 행동에 대한 실시간 통찰력을 확보하고 담당자에게 정보를 제공하여 신규고객 확보, 상향판매, 경쟁사 고객 윈백 상황에서 성공할 수 있도록 지원하십시오. Genesys®는 매년 100여 개국의 기업들에 700억 건 이상의 탁월한 고객 경험을 제공하고 있습니다. Genesys의 기술은 클라우드와 AI를 활용하여 마케팅, 영업 및 서비스 전반에 걸쳐 모든 고객의 순간을 연결함과 동시에 직원 경험을 향상시킵니다. Genesys는 모든 규모의 기업들이 진정한 개인화 서비스를 제공할 수 있고, 진심을 다해 소통하며, 고객의 신뢰와 충성도를 높일 수 있도록 서비스로서의 경험(Experience as a Service℠)을 선도하였습니다. 이는 빠른 혁신과 확장성, 유연성을 위해 설계된 올인원 솔루션이자 세계 시장을 선도하는 퍼블릭 클라우드 컨택센터 플랫폼, Genesys Cloud™를 통해 가능합니다. Copyright © 2021 Genesys. All rights reserved.
di|고객 사례 읽어보기 고객 사례 읽어보기 고객 사례 읽어보기
st|첫 통화 해결율 (FCR)을 향상시키세요. 고객 경험을 개인 맞춤화하세요. 더 나은 인프라를 구축하세요. 비즈니스를 차별화하세요. 커뮤니케이션을 향상시키세요. 생산성을 향상시키세요. 리드의 품질을 향상시키세요. 선제적으로 고객과 커뮤니케이션하세요. 잠재 고객과 빠르게 인터랙션하세요. 신속하게 조치하세요. 가망 고객에게 적절한 메시지를 전달하세요. 더 많은 거래를 성사시키세요.
h1|Genesys, Gartner 2020 Magic Quadrant 서비스형 컨택센터 부문에서 최고의 비전을 가진 선도 기업으로 선정 언택트 시대의 지속적인 고객 경험 혁신 전략 글로벌 비즈니스 리더로부터 AI에 대한 인사이트를 확인하세요!
h2|최고의 기업은 Genesys를 통해 고객과 커뮤니케이션합니다
h3|Genesys Cloud가 왜 세계 1위의 클라우드 컨택센터 플랫폼인지 직접 확인해 보세요 고객 서비스, 마케팅 및 영업 솔루션
h4|라이브 지원 라이브 지원
h5|오늘 무엇을 도와 드릴까요?
sp|코로나19 사태 +82.2.2056.9600 고객 서비스 중소기업 마케팅 영업 고객 서비스 중소기업 마케팅 영업 +82.2.2056.9600 | | |
pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Mit der Integration von Microsoft Teams in Genesys Cloud. ​ Demo vereinbaren Produktest anfragen Lösung konfigurieren Angebot anfordern Bieten Sie Ihren Kunden personalisierte Erlebnisse auf dem Kanal ihrer Wahl, und geben Sie Ihrem Team die Tools, mit denen jeder Moment zählt. Nichts ist für ein Unternehmen und für Sie als Manager wichtiger als eine enge und nachhaltige Kundenbindung sowie eine hohe Kundenzufriedenheit. Eine leistungsstarke Contact Center Software ist eine wichtige Voraussetzung dafür. Ebenso selbstverständlich die Mitarbeiter. Sind sie freundlich, kompetent und so geschult, dass sie jede Anfrage der Kunden beantworten können? Dann fehlt Ihnen als weitere Ressource nur noch die Technik. Mit unserer modernen Contact Center Software vereinfachen Sie die Tätigkeit Ihrer Mitarbeiter erheblich. Gerade mittelständische Unternehmen profitieren vom engen Kundenkontakt und den serviceorientierten Möglichkeiten, die sich dadurch bieten. Erfahren Sie, wie ein Baustoffhändler zum digitalen Service-Champion wurde. Erfahren Sie, wie Vodafone das Ranking seines Kontaktcenters und des NPS mit Genesys verbessert hat. Genesys Cloud Contact Center sollte zu ihren Favoriten gehören. Genesys Cloud ist eine Omnichannel-Lösung für den Kundenservice. Von eingehenden Calls über Chat-Nachrichten und E-Mails bis hin zu Social-Media-Messages läuft die gesamte Kundenkommunikation in Genesys Cloud zusammen und lässt sich zentral managen. Genesys Cloud glänzt vor allen Dingen mit einer aufgeräumten und intuitiven Nutzeroberfläche und einer einfachen Usability, die neue Nutzer nicht überfordert. Das Contact Center ist schnell implementiert und aufgesetzt und selbst Einsteiger finden sich rasch in die Bedienung von Genesys Cloud ein. Ihre Kunden setzen darauf, eine schnelle und kompetente Lösung für ihr Problem zu erhalten. Erfahren Sie, welche Tools und Schulungen für Ihre Mitarbeiter nötig sind, um Ihren Kunden effizient zu helfen und qualifizierten Support zu leisten. Individuelle Erfahrungen sind für Ihre Kunden besonders wichtig. Finden Sie heraus, wie Sie die Wünsche Ihrer Kunden, egal ob im Call oder Chat, voraussehen und nutzen Sie dies zu Ihrem Vorteil aus. Ein herausragendes Contact Center stellt Technologien bereit, die administrative Aufgaben mit Hilfe von künstlicher Intelligenz automatisieren. Das spart Arbeitszeit und entlastet Ihre IT-Abteilung. Kundenzufriedenheit ist so garantiert! Positive Kundenerfahrungen sind die beste Werbung. Bieten Sie Ihren Kunden etwas, das viele Mitbewerber aus dem Mittelstand nicht leisten: personalisierten Service auf allen Kanälen. Bei Problemen oder Kampagnennachrichten gelangen Interessenten dabei sofort an die richtige Ressource. Gelungene Kommunikation ist unverzichtbar für den Erfolg mittelständischer Betriebe. Wenn Sie die Zusammenarbeit Ihrer Mitarbeiter stärken und Synergieeffekte Ihrer Teams nutzen, profitiert Ihr Unternehmen im Ganzen. Setzen Sie Ihr CRM effizient ein und verbinden Sie es mit einer innovativen Omnichannel Cloud Lösung. Produktivität ist der wichtigste Wettbewerbsfaktor. Analysieren Sie die Ist-Situation in Ihrem Betrieb und bauen Sie auf den Erkenntnissen gezielte Schulungsmaßnahmen auf. Mit der richtigen Weiterbildung und den passenden Tools steigt die Motivation Ihrer Mitarbeiter und bestehende Lücken lassen sich schließen. Welche Angebote sprechen Ihre Zielgruppe an? Die aufgezeichneten Kundendaten und Anrufe enthalten wichtige Erkenntnisse darüber. Werten Sie die Daten aus und generieren Sie mit darauf abgestimmten Kampagnen und Angeboten mehr Leads. Jeder Mensch bevorzugt bestimmte Kanäle zur Kommunikation – Social Media, Mail oder Webchat. Lernen Sie Ihre Kunden kennen und sprechen Sie sie dort an, wo sie für Ihre Angebote am empfänglichsten sind. So steigern Sie die Konversionsrate für Leads. Welcher Mitarbeiter passt zu welchem Lead? Ordnen Sie Anfragen mit innovativen Tools schneller zu und profitieren Sie von beschleunigten Abschlüssen. Nutzen Sie eine Routing Engine, um Ihre besten Leads schnellstmöglich an die besten Mitarbeiter weiterzuleiten, damit der Lead zu einem treuen Kunden wird. Gehen Sie proaktiv auf Ihre Kunden zu. Ein automatisiertes Outbound-Programm sorgt dafür, dass Sie Ihre Interessenten auf dem bevorzugten Kanal mit aktuellen und relevanten Inhalten ansprechen. Welche Trends zeigt das Verhalten Ihrer Kunden? Gewinnen Sie Einblicke in Echtzeit und optimieren Sie die Arbeit Ihrer Vertriebsmitarbeiter. Schon bald stellt sich mehr Erfolg von der Akquise bis zum Win-Back ein. Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
di|Kundenbericht lesen Kundenbericht lesen
st|g r Handeln Sie schnell
h1|Gartner kürt Genesys zum Marktführer im Magic Quadrant 2020 Zusammenarbeit leicht gemacht. Genesys: Die beste Contact Center Software für die zufriedensten Kunden
h2|Erhalten Sie Einblicke von echten Benutzern und Analysten. Und machen Sie sich die Arbeit leichter. Hören Sie, was Kunden sagen.
h3|CX-Blueprint Genesys Tour Wir stellen vor: Genesys Cloud. Das extrem einfache, kompakte Cloud Contact Center. Bringen Sie Ihr Wissen zur Customer Experience auf den neuesten Stand
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Bestplatziert für eine Vision. Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 CCaaS ausgereifte Contact-Center-Lösungen für Service, Marketing und Vertrieb Kundenservice Mittelstand Marketing Vertrieb Kundenservice Mittelstand Marketing Vertrieb +49 (0)69-951066355 | | | | |
bo|Lösen Sie Probleme beim ersten Kontakt Vermitteln Sie persönliche Kundenerfahrungen Schaffen Sie optimierte Strukturen Seien Sie besser als Ihre Mitbewerber Kommunizieren Sie effizienter Werden Sie produktiver Verstehen Sie Ihre Kunden Sprechen Sie Ihre Kunden an, wo Sie gehört werden Leads schneller verteilen Steigern Sie Ihre Konversionsrate Machen Sie Ihren Vertrieb erfolgreicher
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresIntroducing Microsoft Teams with Genesys Cloud. ​ Request a demo Try for free Design your solution Contact us Deliver personalised experiences on the channel of your customers’ choice and give your team the tools to make every moment count. For delivering the best customer experience, 65 of the world’s top 100 brands choose Genesys. See how these brands are connecting with customers to build relationships and loyalty. Learn how the Genesys Customer Experience platform was a game changer for PayPal. Learn how Vodafone improved contact centre ranking and NPS with Genesys. Learn how Marks & Spencer grew revenue with an omnichannel customer experience. Genesys Cloud contact centre belongs on your short list. “Genesys is by far the most comprehensive customer experience solution being offered in the marketplace today…there is no other solution that I would bet my future on.” Grayton E. Koenig, National Solutions Consultant Voxai “Genesys allows us to easily configure routing designs, forecast resources, and provides user-friendly, out-of-the-box reporting. As a result, we have increased employee efficiency and customer satisfaction.” Sharon Woodard, IT Service Desk Manager Blue Cross Blue Shield of Tennessee See how you can get customers to the best resource the first time, on any channel, and ensure employees have the right tools and training for quick resolution. Turn customer experience into your advantage by anticipating customer needs, communicating how they choose on the channels they choose, and making it all personal. Free up your IT team with a world-class contact centre that automates administrative tasks while delivering the tools, analytics and technology designed to evolve with your business. Make the right impression with a personalized experience across all channels. Get customers immediately to the best resource to resolve issues and deliver campaign messaging. Increase employee collaboration and the effectiveness of your internal communications to better align your teams, deliver relevant information at the right time and improve metrics. Get more from your workforce with the right training and productivity tools. Use analytics to gain insights into where you have gaps, and then act on that knowledge. Mine call recordings and customer data for better understanding of customer buying behaviors, and use these insights to enhance messaging and offers and deliver better leads. Reach out to customers through their preferred channel—from email to social media or webchat—to engage, message and accelerate lead conversions. Use innovative lead management tools to more accurately assess, qualify and distribute leads quickly to the best reps to move them forward. Get your hottest leads to your best closers immediately with a routing engine that automatically distributes leads to the best rep to convert the customer. Increase conversion rates with an automated outbound program that proactively delivers timely, relevant and contextual messages to prospects on their preferred channels. Gain real-time insights into customer trends and behavior and give your reps the information they need for more success in acquisition, up-sell and win-back situations. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
di|Read the story Read the story Read the story
st|10 out of 10 Personalise customer experience Build a better infrastructure Differentiate your business Improve communication Increase productivity Increase lead quality Proactively engage customers Accelerate lead distribution Act quickly Reach out to prospects Win more deals
h1|Genesys named a Leader in Gartner 2020 Magic Quadrant for Collaboration made easy.
h2|The best brands connect with Genesys Get insights from real users and analysts. And make your job easier. Hear what customers are saying.
h3|Get real-world CX survival secrets Meet Genesys Cloud. The radically easy, all-in-one cloud contact centre. See how Genesys Cloud can transform your contact centre with an all-in-one, quick-to-deploy omnichannel platform. Solutions for service, marketing and sales
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Placed for Completeness of Vision Live Assistance Live Assistance
h5|How can we help you today?
sp|COVID-19 impact. +44 1276 457000 CCaaS furthest Customer Service Small Business Marketing Sales Customer Service Small Business Marketing Sales +44 1276 457000 | | |
bo|Increase first contact resolution
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Présentation de l’intégration Microsoft Teams avec Genesys Cloud ​ Demandez une démo Essai gratuit Concevez votre solution Demandez un devis Offrez à vos clients des expériences personnalisées sur le canal de leur choix et donnez à votre équipe les outils nécessaires pour rendre chaque moment unique. 65 des 100 plus grandes marques ont choisi Genesys pour offrir une expérience client incomparable. Découvrez comment ces marques interagissent avec leurs clients pour les acceuillir et les fidéliser. Un géant des medias acquiert plus de flexibilité et d’efficacité pour son service client Leader du marché télécom grâce à une CX innovante Révolutionne le monde automobile grâce à leur experience client Le centre de contact Genesys Cloud mérite toute votre attention. Genesys parmi les leaders du classement Forrester Wave™ des centres de contact dans le cloud Genesys, nommé leader dans la matrice décisionnelle Ovum Découvrez comment offrir à vos clients les meilleures ressources dès le premier contact et sur le canal de leur choix, et fournissez à vos agents les outils et la formation nécessaires pour accélérer la résolution. Anticipez les besoins des clients et communiquez avec eux comme ils le souhaitent sur les canaux de leur choix pour personnaliser leur expérience client et la tourner à votre avantage. Facilitez le travail de votre équipe informatique grâce à un Centre de Contact exceptionnel qui automatise les tâches administratives tout en fournissant des outils, analyses et technologies qui évoluent au même rythme que votre entreprise. Démarquez-vous en proposant une expérience personnalisée sur tous les canaux. Offrez immédiatement à vos clients les meilleures ressources pour résoudre les problèmes et fournir les messages des campagnes marketing. Augmentez la collaboration des agents et l’efficacité de vos communications internes pour mieux coordonner vos équipes, fournir des renseignements pertinents au bon moment et améliorer les indicateurs. Maximisez les performances de vos agents en leur fournissant une formation et des outils de productivité appropriés. Utilisez les analyses pour découvrir vos points faibles et agir en conséquence. Examinez les enregistrements d’appels et les données clients pour mieux comprendre les comportements d’achat des clients, et utilisez ces connaissances pour améliorer les messages et les offres et offrir de meilleurs leads. Contactez vos clients par l’intermédiaire de leur canal préféré (e-mail, réseaux sociaux, chat en ligne, etc.) pour accélérer la conversion de prospects. Utilisez des outils innovants de gestion des leads pour évaluer, qualifier et envoyer les leads vers les représentants les plus qualifiés pour répondre à leurs demandes. Mettez immédiatement en contact vos plus gros prospects avec vos meilleurs agents grâce à un moteur de routage qui envoie automatiquement les leads à la personne la plus à même de les convertir. Augmenter les taux de conversion à l’aide d’un programme sortant automatisé et proactif qui envoie des messages pertinents et contextuels ponctuels aux prospects sur leurs canaux préférés. Bénéficiez d’informations en temps réel sur les tendances et comportements des clients pour augmenter le taux de succès de vos agents dans leurs opérations d’acquisition, de montée en gamme et de reconquête. Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
di|Lire l’étude de cas Lire l’étude de cas Lire l’étude de cas
st|Augmentez la résolution au premier contact Personnalisez l’expérience client Construisez une meilleure infrastructure Différenciez votre entreprise Améliorez la communication Augmentez la productivité Améliorez la qualité des leads Engagez les clients de manière proactive Accélérez la distribution des leads Agissez rapidement Restez en contact avec vos prospects Concluez plus de contrats
h1|Genesys nommé leader dans le Magic Quadrant Gartner 2020 pour La collaboration simplifiée
h2|Les meilleures marques font confiance à Genesys Des données fournies par des utilisateurs et des analystes réels. Un travail simplifié.
h3|Plan expérience client Découvrez Genesys Cloud. Le centre de contact cloud tout-en-un, simple et pratique. Découvrez les cinq tendances technologiques qui révolutionnent l’expérience client
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer Placé le plus haut pour l’exhaustivité de sa Assistance en direct Assistance en direct
h5|Que peut-on faire pour vous aider aujourd'hui?
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 CCaaS vision Solutions pour le service, le marketing et les ventes Service Client Petites Entreprises Marketing Vente Service Client Petites Entreprises Marketing Vente +33 (0)1 41 10 17 17 | | |
pa|Ti presentiamo Microsoft Teams con Genesys Cloud. ​ Nuovo MIT Research Insights report Richiedi Una Demo Fai Una Prova Gratuita Contattaci Richiedi un preventivo Per offrire Un’eccellente Customer Experience, 65 dei 100 brand più importanti al mondo hanno scelto Genesys. Scopri come queste realtà si rapportano con i clienti per sviluppare relazioni e fidelizzarli. Scopri in che modo la piattaforma Genesys Customer Experience ha segnato un’importante svolta per PayPal. Scopri in che modo Quicken è riuscita a implementare una soluzione di contact center cloud in due mesi. Scopri in che modo Vodafone ha migliorato il ranking e l’NPS dei suoi contact center con Genesys. Scopri come puoi indirizzare subito i clienti verso le risorse migliori su qualsiasi canale e come garantire che i dipendenti abbiano gli strumenti idonei e una formazione adeguata per ottenere una risoluzione rapida. Volgi la Customer Experience a tuo vantaggio prevedendo i bisogni dei clienti, comunicando le loro scelte sui canali da loro selezionati e rendendo il tutto personale. Libera le risorse del tuo team IT grazie a un eccellente contact center che automatizza le attività di gestione fornendo nel contempo un insieme di strumenti di analisi e tecnologici progettati per crescere insieme al tuo business. Fai la giusta impressione con un’esperienza personalizzata su ogni canale. Indirizza subito i clienti verso le risorse più adeguate per risolvere i problemi e diffondere messaggi promozionali. Aumenta la collaborazione tra dipendenti e l’efficacia della comunicazione interna per allineare al meglio i tuoi team, offrire informazioni rilevanti al momento giusto, e migliorare le metriche in gioco. Ottieni di più dalle tue risorse attraverso strumenti di formazione e produttività adeguati. Sfrutta gli strumenti di analisi per comprendere meglio quali sono i tuoi punti deboli e agire di conseguenza. Esamina approfonditamente le registrazioni delle chiamate e i dati sui clienti per comprendere meglio i loro comportamenti di acquisto. Sfrutta queste informazioni per migliorare i messaggi e le offerte e individuare lead migliori. Raggiungi i clienti attraverso i loro canali preferiti (email, social media, webchat, ecc.) per inviare messaggi mirati e accelerare la loro conversione in lead. Sfrutta strumenti innovativi di lead management per valutare e qualificare in modo più preciso i lead e affidarli rapidamente ai rappresentanti migliori che li porteranno al livello successivo. Trasferisci immediatamente i lead più promettenti ai venditori più abili con un motore di routing che distribuisce automaticamente i lead da convertire in clienti ai rappresentanti migliori. Aumenta i tassi di conversione con un programma di outbound automatizzato che fornisce proattivamente messaggi idonei per tempistica e contesto ai clienti potenziali sui loro canali preferiti. Ottieni informazioni in tempo reale su attitudini e comportamenti dei clienti e fornisci ai tuoi venditori quelle di cui hanno bisogno per incrementare il successo in situazioni di acquisizione, upselling e win back. Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
di|Leggi la storia Leggi la storia Leggi la storia
st|Incrementa la risoluzione al primo contatto Personalizza la Customer Experience Sviluppa un’infrastruttura migliore Distingui la tua azienda Migliora la comunicazione Aumenta la produttività Aumenta la qualità dei lead Acquisisci proattivamente i clienti Accelera la distribuzione dei lead Agisci in fretta Raggiungi i prospect Chiudi più contrattis
h1|Genesys nominata Leader nel Gartner Magic Quadrant per il 2020 Collaborare è più semplice. Percezione reale dell’AI: impara dai primi utenti
h2|I brand migliori fanno rete con Genesys 2020 GARTNER MAGIC QUADRANT FOR WORKFORCE ENGAGEMENT MANAGEMENT FROST RADAR™: IL MERCATO CONTACT CENTER AS A SERVICE EUROPEO, 2020
h4|Posizionata nel punto più per Completezza di Visione Per aiutarti a compiere la scelta giusta, il 2020 Gartner Magic Quadrant for Workforce Engagement Management valuta otto vendor in relazione alle rispettive capacità di esecuzione e completezza di visione. l software Genesys supera la concorrenza nel report di Frost & Sullivan Frost Radar™: Il mercato Contact Center as a Service europeo, 2020 Assistenza dal vivo Assistenza dal vivo
h5|Come possiamo aiutarvi oggi?
sp|Impatto del COVID-19. +39.039.225.0400 CCaaS avanzato Soluzioni per servizi, marketing e vendite Customer Service Piccole aziende Marketing Vendite Customer Service Piccole aziende Marketing Vendite +39.039.225.0457 | | |
pa|Krachtig en veilig, voor persoonlijke ervaringen op maat Zet uw klanten op de eerste plaats met ‘s werelds beste platform voor klantervaringen Vraag een demo aan Probeer gratis Design your solution Offerte Aanvragen 65 van de 100 grootste wereldmerken kiezen Genesys voor het leveren van de beste klantervaring. Ontdek hoe deze merken verbinding maken met klanten voor het opbouwen van relaties en loyaliteit. Ontdek hoe het Genesys Customer Experience-platform een doorbraak voor PayPal betekende. Ontdek hoe Quicken binnen twee maanden een contactcenteroplossing in de cloud kon implementeren. Ontdek hoe Vodafone de waardering voor het contactcenter en de NPS heeft verbeterd met Genesys. 23 times and counting Forrester evalueert grote en middelgrote aanbieders van interaction management voor contactcenters op basis van 40 criteria Ontdek waarom Genesys wordt gepositioneerd als een leider die oplossingen heeft voor bedrijven van iedere omvang en in alle branches. Ontdek hoe uw klanten meteen de eerste keer, via elk kanaal, op de juiste plek terecht komen en dat medewerkers de juiste tools en training krijgen om problemen snel op te lossen. Creëer een gunstige klantervaring door te anticiperen op de behoeften van klanten, te communiceren hoe en waar zij willen en het vooral persoonlijk te maken. Geeft uw IT-team ruimte met een contactcenter van wereldklasse waarin administratieve taken zijn geautomatiseerd en de tools, analytics en technologie meegroeien met de organisatie. Een goede eerste indruk met een persoonlijke ervaring over alle kanalen. Koppel klanten direct aan de juiste resource voor het oplossen van problemen en het afleveren van de juiste campagneboodschap. Vergroot de samenwerking tussen medewerkers en de effectiviteit van de interne communicatie. Zo zijn teams beter op elkaar afgestemd, wordt relevante informatie op het juiste moment aangeboden en worden de metrics geoptimaliseerd. Vergroot de efficiency van uw medewerkers met de juiste tools voor training en productiviteit. Gebruik analytics om inzicht te krijgen in eventuele knelpunten en deze vervolgens te verhelpen. Benut opnamen van gesprekken en klantgegevens om meer te begrijpen van het koopgedrag van klanten. Gebruik deze inzichten voor het aanscherpen van de boodschap en aanbiedingen en lever daarmee betere leads. Benader klanten via het kanaal van hun voorkeur (van e-mail tot social media tot webchat) – voor betrokkenheid, contact en versnelling van de leadconversie. Gebruik innovatieve tools voor leadmanagement om leads nauwkeuriger te evalueren en kwalificeren, en sneller door te sturen naar de geschiktste vertegenwoordigers. Stuur de beste leads direct door naar uw beste verkopers met een routing engine die leads automatisch koppelt aan de meest geschikte vertegenwoordiger voor het binnenhalen van de klant. Verbeter de conversieratio met een geautomatiseerd programma dat proactief en tijdig relevante berichten verstuurt naar prospects via hun voorkeurskanaal. Krijg realtime inzicht in markttrends en klantgedrag en deel deze informatie met de verkopers voor meer succes in acquisitie, up-selling en terugwinnen. Genesys® verzorgt jaarlijks meer dan 70 miljard opmerkelijke klantervaringen voor organisaties in meer dan 100 landen. Dankzij de kracht van de cloud en AI verbindt onze technologie elk klantmoment via alle marketing-, sales- en servicekanalen en wordt tegelijkertijd de ervaring van medewerkers verbeterd. Genesys is de pionier in Experiences as a Service℠, waarmee organisaties van elke grootte echte personalisatie op schaal kunnen bieden, klanten met empathie kunnen benaderen en het vertrouwen en de loyaliteit van klanten kunnen vergroten. Dit wordt mogelijk gemaakt door Genesys Cloud™, een all-in-one oplossing en het wereldwijd toonaangevende, openbare cloudgebaseerde contactcenterplatform dat is ontworpen voor snelle innovatie, schaalbaarheid en flexibiliteit. Copyright © 2021 Alle rechten voorbehouden.
di|Lees het verhaal Lees het verhaal Lees het verhaal
st|Verhoog de first contact resolution Personaliseer klantervaringen Bouw een betere infrastructuur Differentieer de bedrijfsvoering Verbeter communicatie Verhoog de productiviteity Verbeter de kwaliteit van leads Betrek klanten proactief Stuur leads sneller door Handel snel Neem contact op met prospects Sluit meer deals
h1|Speciaal aanbod: Overstappen naar Genesys Cloud was nog nooit zo makkelijk. Geen licentiekosten. Geen risico. Introduceert Genesys Engage, op basis van Microsoft Azure Een geweldige klantervaring zou vanzelfsprekend moeten zijn.
h2|De beste merken werken met Genesys. De enige wereldwijde leider op het gebied van customer experience-oplossingen, zowel in de cloud als on premise.
h3|Gartner noemt Genesys leider in het 2018 Magic Quadrant for Contact Center Infrastructure Genesys genoemd als leider in TWEE Forrester Waves Genesys genoemd als leider in Ovum Decision Matrix
h4|Live Assistance Live Assistance
h5|Hoe kunnen we u vandaag helpen?
sp|Impact van COVID-19. +31 20 650 0000 Gartner noemt Genesys leider in het 2018 Magic Quadrant for CCI Genesys genoemd als leider in TWEE Forrester Waves Genesys genoemd als leider in Ovum Decision Matrix Gartner noemt Genesys leider in het 2018 Magic Quadrant for CCI Genesys genoemd als leider in TWEE Forrester Waves Genesys genoemd als leider in Ovum Decision Matrix Oplossingen voor services, marketing en sales Klantenservice MKB Marketing Sales Klantenservice MKB Marketing Sales +31 20 650 0000 | | |
pa|Zaktualizował swój stary system, aby w zaledwie trzy dni zbudować niezbędną infrastrukturę i umożliwić swoim pracownikom pracę zdalną. Poproś o demonstrację Wypróbuj za darmo Skontaktuj się z nami Poproś o wycenę Aż 65 ze 100 najwyżej notowanych firm na świecie korzysta z naszych usług. Zobacz, jak firmy komunikują się z klientami, aby relacje I lojalność. Dowiedz się, jak platforma do obsługi klienta firmy Genesys zmieniła sposób działania serwisu PayPal. Dowiedz się, jak firma Quicken wdrożyła rozwiązanie Contact Center w chmurze w dwa miesiące. Dowiedz się, jak firma Vodafone poprawiła wskaźnik NPS i wyniki Contact Center dzięki usługom firmy Genesys. Zobacz, jak wprowadzić klienta do systemu, aby mógł wybrać odpowiedni dla siebie kanał komunikacji a także jak zapewnić swoim pracownikom najskuteczniejsze narzędzia i szkolenia w celu osiągania szybkich efektów. Poznaj potrzeby swoich klientów, wybierz sposób ich komunikacji oraz wybrane prze nich kanały. Traktuj każdego klienta indywidualnie. Zredukuj liczbę obowiązków zespołu IT dzięki Contact Center, które zautomatyzuje zadania administracyjne i dostarczy narzędzii, analizy i technologii zmieniających się wraz z rozwojem Twojej firmy. Zrób dobre wrażenie, traktując klienta indywidualnie, używając wszystkich kanałów komunikacji. Wprowadź klientów natychmiast do najlepszego z zasobów, aby rozwiązać ewentualne problemy i dostarczać wiadomości określone kampanią. Popraw jakość współpracy między pracownikami i skuteczność komunikacji wewnętrznej, a usprawnisz pracę zespołów i umożliwisz dostarczanie ważnych informacji w odpowiednim czasie, uzyskując równocześnie poprawę wskaźników. Podnieś wydajność personelu, prowadząc odpowiednie szkolenia i dostarczając narzędzia usprawniające pracę. Aby dowiedzieć się, gdzie możesz mieć problemy, zajmij się analizą danych. Następnie wykorzystaj wyciągnięte wnioski, aby rozwiązać te problemy. Analizuj nagrania połączeń oraz dane klientów, a lepiej zrozumiesz ich zwyczaje zakupowe. Korzystając ze zdobytych danych, możesz zmienić oferty i sposób komunikacji, a w efekcie pozyskać lepszych potencjalnych klientów. Kontaktuj się z klientami przez kanały, które stosują, np. e-mail, media społecznościowe, czaty, a doprowadzisz do tego, że dokonają transakcji finansowej. Stosuj innowacyjne narzędzia do zarządzania potencjalnymi klientami, aby móc odpowiednio ich oceniać i kwalifikować. Dzięki takim narzędziom możesz także szybciej kierować potencjalnych klientów do odpowiednich przedstawicieli. Przypisuj najlepszych potencjalnych klientów do najlepszych przedstawicieli w jak najkrótszym czasie. Wykorzystaj do tego moduł routingu, który robi to automatycznie. Zwiększ wskaźniki konwersji, używając automatycznego programu wychodzącego, który proaktywnie i punktualnie wysyła odpowiednie i o właściwej treści wiadomości do perspektywicznych klientów przez preferowane przez nich kanały. Pozyskuj w czasie rzeczywistym informacje na temat trendów i zachowań klienta na rynku. W ten sposób zapewnisz swoim przedstawicielom informacje, które mogą wykorzystać do zdobywania klientów, sprzedawania dodatkowych produktów i ponownego wykorzystywania straconych okazji. Każdego roku Genesys zapewnia obsługę ponad 70 miliardom interakcji klientów w ponad 100 krajach. Dzięki wykorzystaniu chmury i sztucznej inteligencji nasza technologia łączy wszystkie doświadczenia klienta w sferze marketingu, sprzedaży i usług w każdym kanale, jednocześnie poprawiając komfort pracy pracowników. Genesys jest pionierem w usługach Experiences as a Service℠, dzięki którym każda organizacja dowolnej wielkości może zapewnić odpowiednią personalizację na dużą skalę, współdziałać z empatią oraz wspierać zaufanie i lojalność klientów. Jest to możliwe dzięki kompleksowemu rozwiązaniu Genesys Cloud , które jest wiodącą na świecie platformą Contact Center w chmurze publicznej, zaprojektowaną z myślą o dużej skalowalności, elastyczności i innowacyjności. Copyright © 2021 Wszelkie prawa zastrzeżone.
st|Wzmocnij skuteczność pierwszego kontaktu Spełnij oczekiwania klientów Zbuduj lepszą infrastrukturę Stosuj dywersyfikację Zwiększ skuteczność komunikacji Zwiększ produktywność Popraw jakość pozyskiwania klientów Stosuj proaktywny kontakt z klientami Przyspiesz dystrybucję potencjalnych klientów Działaj szybko Działaj aktywnie Zdobywaj więcej klientów
h1|Genesys Cloud to naprawdę opłacalna inwestycja Bank Millennium
h2|Genesys to lider w dziedzinie rozwiązań poprawiających obsługę klienta, zarówno w chmurze, jak i zainstalowanych lokalnie.
h3|Najlepiej prosperujące firmy na świecie korzystają z usług Genesys.
h4|Frost Radar™: Europejski rynek rozwiązań CCaaS (Contact Center jako usługa), raport za rok 2020 Zobacz porównanie produktów oferowanych przez ponad 30 dostawców w ramach czterech filarów obsługi klienta Firma Omdia ogłosiła Genesys liderem na rynku rozwiązań Contact Center w chmurze na rok 2020-2021 Pomoc na żywo Pomoc na żywo
h5|Jak możemy ci dzisiaj pomóc?
sp|Wpływ wirusa COVID-19. +48 22 25 52 900 31 niższe koszty operacyjne 23 wyższy współczynnik rozwiązania problemów 13 krótszy czas obsługi połączeń Frost Radar™: Europejski rynek rozwiązań CCaaS (Contact Center jako usługa), raport za rok 2020 Zobacz porównanie produktów oferowanych przez ponad 30 dostawców w ramach czterech filarów obsługi klienta Genesys liderem w raporcie Ovum Decision Matrix Frost Radar™: Europejski rynek rozwiązań CCaaS (Contact Center jako usługa), raport za rok 2020 Zobacz porównanie produktów oferowanych przez ponad 30 dostawców w ramach czterech filarów obsługi klienta Genesys liderem w raporcie Ovum Decision Matrix Rozwiązania usługowe, marketingowe i sprzedażowe Obsługa klienta Małe firmy Marketing Sprzedaż Obsługa klienta Małe firmy Marketing Sprzedaż +48 22 25 52 900 | | |
pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Apresentamos o Microsoft Teams com o Genesys Cloud. ​ Novo relatório do MIT Research Insights Solicite uma demo Teste grátis Crie sua solução Obtenha um orçamento Proporcione experiências personalizadas no canal escolhido pelo cliente e ofereça à sua equipe as ferramentas necessárias para que cada momento seja significativo. Para oferecer a melhor experiência do cliente, 65 das 100 maiores marcas do mundo escolhem a Genesys. Veja como essas marcas estão se conectando com os clientes para construir excelentes relacionamentos e gerar fidelidade. Saiba como a plataforma Genesys Customer Experience foi um divisor de águas para o PayPal. Veja como você pode conectar os clientes com os melhores recursos desde o primeiro contato (em qualquer canal) e garantir que os colaboradores contem com as ferramentas e o treinamento adequados para resolver as consultas rapidamente. Utilize a experiência do cliente em seu favor, antecipando-se às necessidades dos clientes, comunicando-se com eles através do canal que preferem e personalizando tudo isso. Lidere sua equipe de TI com um contact center de primeira classe que automatiza as tarefas administrativas, oferecendo ferramentas, análises e tecnologias projetadas para evoluir junto com a sua empresa. Cause a impressão certa com uma experiência personalizada em todos os canais. Ofereça imediatamente aos clientes os melhores recursos para resolver seus problemas e fornecer mensagens de campanha. Aumente a colaboração dos funcionários e a eficiência da sua comunicação interna para alinhar melhor as suas equipes, fornecer informações relevantes no momento certo e melhorar os indicadores. Obtenha mais resultados da sua força de trabalho com as ferramentas certas de treinamento e produtividade. Use análises para detectar as lacunas existentes e agir com base nesse conhecimento. Utilize a informação obtida das gravações das chamadas e dos dados dos clientes para entender melhor seus comportamentos de compra, aprimorar as mensagens e as ofertas, e fornecer melhores leads. Entre em contato com os clientes utilizando o canal que prefiram (e-mail, redes sociais, chat e outros) para gerar engagement, enviar mensagens e acelerar as conversões em vendas. Utilize ferramentas inovadoras de gestão de leads para avaliar, qualificar e distribuir os leads com mais precisão e rapidez para os melhores representantes para que eles avancem no processo. Direcione imediatamente seus melhores leads para seus melhores representantes de vendas utilizando um mecanismo de roteamento que distribui cada lead automaticamente para o agente mais Aumente o índice de conversão em vendas com um programa outbound automatizado que fornece proativamente mensagens oportunas, relevantes e contextuais para os clientes potenciais através dos canais preferidos por eles. Obtenha insights em tempo real sobre tendências e comportamentos dos clientes e dê aos seus representantes a informação que necessitam para ter mais sucesso na aquisição de novos clientes, nas vendas adicionais e em situações de reconquista de cliente. Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
di|Leia a história de sucesso Leia a história de sucesso Leia a história de sucesso
st|Aumente o índice de resolução no primeiro contato Personalize a experiência do cliente Construa uma infraestrutura melhor Diferencie a sua empresa Melhore a comunicação Aumente a produtividade Aumente a qualidade dos leads Comunique-se proativamente com seus clientes Acelere a distribuição de leads Aja rapidamente Entre em contato com clientes potenciais Conquiste mais negócios
h1|A Genesys foi nomeada líder no Quadrante Mágico do Gartner 2020 para Contact Center como Serviço Colaboração facilitada. Percepções reais da IA – aprenda com os primeiros usuários
h2|As melhores marcas se conectam com a Genesys. Cinco relatórios, uma conclusão Soluções para serviços, marketing e vendas
h3|Planejamento da experiência do cliente Conheça o Genesys Cloud. Um contact center na nuvem completo e extremamente fácil de usar. Descubra porque a Genesys é a líder na nuvem
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore Posicionada na ponta em abrangência da visão Assistência ao Vivo Assistência ao Vivo
h5|Como podemos te ajudar hoje?
sp|Impacto do COVID-19. +55.11.3197.8004 Saiba como o Itau simplificou o gerenciamento de operaçōes e melhorou a produtividade do agente e a satisfação do cliente. Saiba como a Telefonica unificou todas os serviços de contact center em uma única plataforma. Serviço ao cliente Pequenas empresas Marketing Vendas Serviço ao cliente Pequenas empresas Marketing Vendas +55.11.3197.8004 | | |
pa|Предоставьте своим клиентам наилучшее обслуживание с помощью передовой CX-платформы Как создаются новые возможности для обслуживания клиентов Запросить демоверсию Попробуй бесплатно Связаться с нами Сделать запрос 65 из 100 лучших мировых брендов выбирают решения Genesys для улучшения взаимодействия с клиентами. Узнайте, как эти бренды взаимодействуют с клиентами для построения долгосрочных взаимоотношений и поддержания лояльности. Узнайте, как платформа Genesys Customer Experience помогла PayPal выйти на новый уровень обслуживания. Как создаются новые возможности для обслуживания клиентов Узнайте, как компания Vodafone повысила эффективность своего контакт-центра и NPS благодаря платформе Genesys. Узнайте, как предоставить клиентам необходимые ресурсы при первом обращении через любой канал связи, а сотрудникам — необходимые инструменты и обучение для оперативного удовлетворения запроса клиента. Сделайте клиентский сервис своим конкурентным преимуществом, заранее определяя потребности и нужды своих клиентов и предоставляя им персонализированное обслуживание по удобному для них каналу в удобных для них момент времени. Снизьте нагрузку на ИТ-специалистов благодаря контакт-центру мирового класса, который автоматизирует административные задачи, при этом предоставляя инструменты, аналитику и технологии, совершенствующиеся по мере развития вашего бизнеса. Производите благоприятное впечатление, используя персонализированный подход к клиентам во всех каналах. Оперативно предоставляйте клиентам наиболее подходящие ресурсы для решения проблем и распространения сообщений кампании. Улучшите взаимодействие между сотрудниками и повысьте эффективность внутренних коммуникаций, чтобы наладить совместную работу своих отделов, предоставлять актуальную информацию в нужный момент и улучшить ключевые бизнес-показатели. Предоставляйте подходящие учебные материалы и инструменты повышения продуктивности своим сотрудникам, чтобы они могли добиваться большего. Используйте аналитику для получения нужных данных, чтобы заполнять пробелы в знаниях и выстраивать стратегии на основе этой информации. Анализируйте записи звонков и данные клиентов для лучшего понимания их покупательского поведения и используйте эту аналитику для улучшения коммуникации с клиентом и увеличения продаж. Связывайтесь с клиентами по удобным для них каналам (по электронной почте, в социальных сетях или через веб-чаты) для того, чтобы привлечь их и ускорить преобразование потенциальных продаж в реальные. Используйте инновационные инструменты управления обращениями для более точной оценки, подбора и быстрого назначения заявке конкретного агента. Быстро соединяйте «горячих» лидов со специалистами по закрытию сделок с помощью системы перенаправления клиентов, которая автоматически распределяет заявки между сотрудниками для повышения конверсии продаж. Повышайте показатели конверсии с помощью программы автоматического обзвона, которая позволяет проактивно и своевременно распространять актуальные сообщения потенциальным клиентам по предпочитаемым ими каналам связи. Получайте аналитическую информацию о тенденциях в поведении клиентов в режиме реального времени и предоставляйте сотрудникам необходимую им информацию для повышения эффективности сделок, продажи дополнительных товаров или услуг и &quot;спасения&quot; уходящих клиентов. Каждый год Genesys® помогает компаниям эффективно обрабатывать более 70 миллиардов взаимодействий с клиентами в более чем 100 странах. Благодаря мощным облачным технологиям и искусственному интеллекту наши решения обеспечивают согласованное взаимодействие отделов обслуживания клиентов, маркетинга и продаж с клиентами по всем каналам, в то же время повышая эффективность работы сотрудников. Genesys стала первой компанией, предлагающей модель Experiences as a Service℠, чтобы организации любого размера могли осуществлять персонализированное обслуживание с возможностью масштабирования, понимая требования клиентов и повышая их лояльность. Это достигается благодаря универсальному решению Genesys Cloud™ — облачной платформе для обслуживания клиентов, обеспечивающей быстрое внедрение инноваций, масштабируемость и гибкость. © Genesys, 2020 г. Все права защищены.
di|Читать историю Читать историю Читать историю
st|Решайте проблемы клиентов с первого обращения Используйте персонализированный подход при взаимодействии с клиентами Создайте более эффективную инфраструктуру Подчеркните уникальность своего бизнеса Повысьте эффективность коммуникации Повысьте эффективность работы Привлекайте наиболее перспективных клиентов Действуйте на опережение Ускорьте распределение обращений Действуйте оперативно Связывайтесь с потенциальными клиентами Увеличьте количество сделок
h1|Жизнь полна событий, и взаимодействие должно дарить клиентам только приятные впечатления. Группа Открытие
h2|Лучшие бренды выбирают Genesys для взаимодействия со своими клиентами Мировой лидер в сфере решений для обслуживания клиентов с возможностью облачного и локального развёртывания
h3|Программное обеспечение Genesys опережает конкурентов в отчете Frost and Sullivan Frost Radar™: European Contact Center as a Service Market Магический квадрант Gartner «Контакт-центры как услуга» за 2020 год, мировой рейтинг Скачайте полный отчет и узнайте, почему компания Genesys признана лидером в сфере решений для контакт-центров для компаний любого размера, работающих во всех отраслях по всему миру.
h4|Живая помощь Живая помощь
h5|как мы можем помочь тебе сегодня?
sp|Влияние COVID-19. +7(495) 283 95 74 Программное обеспечение Genesys опережает конкурентов в отчете Frost and Sullivan Frost Radar™: European Contact Center as a Service Market Gartner назвала Genesys лидером магического квадранта CCaaS за 2020 год Скачайте полный отчет и узнайте, почему компания Genesys признана лидером в сфере решений для контакт-центров для компаний любого размера, работающих во всех отраслях по всему миру. Программное обеспечение Genesys опережает конкурентов в отчете Frost and Sullivan Frost Radar™: European Contact Center as a Service Market Gartner назвала Genesys лидером магического квадранта CCaaS за 2020 год Скачайте полный отчет и узнайте, почему компания Genesys признана лидером в сфере решений для контакт-центров для компаний любого размера, работающих во всех отраслях по всему миру. Решения для обслуживания клиентов, маркетинга и продаж Обслуживание клиентов Малый бизнес Маркетинг Продажи Обслуживание клиентов Малый бизнес Маркетинг Продажи +7(495) 283 95 74 | | |
pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. Presentamos Microsoft Teams con Genesys Cloud. Nuevo informe de MIT Research Insights Solicite una demo Prueba Gratis Diseñe su solución Obtenga una cotización Ofrezca experiencias personalizadas en el canal de preferencia de sus clientes y brinde a su equipo las herramientas para que cada momento valga la pena. Sesenta y cinco de las 100 marcas más importantes del mundo escogen a Genesys para ofrecer las mejores experiencias de cliente. Vea cómo se conectan estas marcas con los clientes para entablar relaciones duraderas y generar lealtad. Descubra cómo la plataforma de experiencia del cliente de Genesys revolucionó por completo a PayPal. Vea cómo puede direccionar al cliente al mejor recurso disponible la primer vez, a través de cualquier canal, y asegúrese de que los empleados tienen las herramientas y la capacitación adecuadas para una rápida resolución. Convierta la experiencia del cliente en una ventaja competitiva para usted, anticipándose a sus necesidades, informándolo a través del canal que él prefiere y personalizando el servicio. Libere a su equipo de TI para que pueda concentrarse en lo importante, ofreciéndole una solución de contact center de primer nivel que automatiza las tareas administrativas y, al mismo tiempo, ofrece las herramientas, el análisis y la tecnología que le permiten evolucionar junto con su negocio. Cause una muy buena impresión entregando experiencias personalizadas en todos los canales. Direccione al cliente al mejor recurso disponible la primera vez y podrá resolver sus problemas y enviarle mensajes oportunos en relación con alguna campaña. Aumente la colaboración de los empleados y la eficacia en las comunicaciones internas para alinear mejor a sus equipos, ofrecer la información correcta en el momento correcto y, en consecuencia, optimizar las métricas. Obtenga más de su empleados con las herramientas de capacitación y productividad adecuadas. Utilice herramientas de análisis para obtener insights acerca de las áreas por mejorar, y actúe en consecuencia. Obtenga grabaciones de llamadas para extraer datos importantes del cliente a fin de comprender mejor su comportamientos de compra, y utilice esta valiosa información para mejorar la mensajería y las ofertas, y ofrecer mejores oportunidades de venta. Contáctese con los clientes a través de su canal de preferencia –correo electrónico, redes sociales, web chat– para generar engagement, enviar mensajes y acelerar los índices de conversión. Utilice innovadoras herramientas de gestión de leads para evaluarlos, calificarlos y distribuirlos con mayor precisión y rapidez a los representantes mejor preparados para llevarlos al próximo nivel. Utilice un motor de enrutamiento que permita distribuir automáticamente a sus mejores leads a los vendedores más calificados para convertirlos en clientes. Aumente los índices de conversión utilizando un programa outbound automático que envía mensajes oportunos, pertinentes y contextuales de forma proactiva a los clientes potenciales a través de sus canales preferidos. Obtenga insights en tiempo real de las tendencias y el comportamiento de sus clientes, y proporcione a sus representantes la información que necesitan para adquirir o recuperar clientes o para concretar operaciones de mayor valor. Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
di|Lea el caso de éxito Lea el caso de éxito Lea el caso de éxito
st|Aumente la resolución en el primer contacto Personalice la experiencia del cliente Construya una mejor infraestructura Diferencie su negocio Mejore la comunicación Aumente la productividad Mejore la calidad de los leads Contáctese proactivamente con los clientes Acelere la distribución de leads Actúe rápidamente Llegue a los clientes potenciales Cierre más ventas
h1|Gartner destaca a Genesys como líder en Cuadrante Mágico de Gartner 2020 para CCaaS La colaboración es muy sencilla. Percepciones reales sobre la IA: aprenda de los pioneros
h2|Las mejores marcas se conectan con Genesys. Cinco informes, una conclusión Soluciones de servicio, marketing y ventas
h3|Diseño de la CX Presentamos Genesys Cloud. El contact center en la nube todo en uno y sumamente sencillo Vea por qué Genesys es el líder en la nube
h4|Nuestra tecnología Nuestro enfoque Capacidades Productos La ventaja de Genesys Quiénes somos Podemos ayudarlo Explore Ubicada en primer lugar en amplitud de visión Asistencia en vivo Asistencia en vivo
h5|¿Cómo podemos ayudarle hoy?
sp|Impacto del COVID-19. Oficinas Regionales Se diferenció en el mercado por brindar una experiencia de cliente consistente y con valor agregado Aprenda cómo Telefónica unificó todos los servicios de centro de contacto en una sola plataforma. Servicio al cliente Pequeñas empresas Marketing Ventas Servicio al cliente Pequeñas empresas Marketing Ventas Oficinas Regionales | | |
pa|Nordiska organisationer är väl positionerade för att använda CX som drivkraft för att driva viktig framtida affärsutveckling. Begär en demonstration Prova gratis Kontakta oss Begär en offert 65 av världens topp 100 varumärken väljer Genesys för att kunna erbjuda den bästa kundupplevelsen. Läs mer om hur dessa företag kommunicerar med sina kunder för att skapa starka relationer och lojalitet. Läs om hur Genesys plattform hjälpte Paypal att förbättra sina kundupplevelser Läs om hur Lowell Norge radikallt förbättrade sina KPIer med hjälp av Genesys Cloud Ta reda på hur Vodafone fick en högre rangordning som kontaktcenter och högre NPS (Net Promoter Score) med Genesys. Bäst placerad gällande Visionens helhet Ta reda på hur ni på bästa sätt hjälper kunden redan vid första kontakt, oavsett vilken kanal det sker i. Se även till att era anställda har rätt verktyg och utbildning för att kunna ge kunden en snabb lösning. Gör kundupplevelsen till något positivt genom att förutse kundens behov, möt kunden i den kanal hen väljer och gör upplevelsen personlig. Frigör resurser för IT-teamet med ett världsledande kontaktcenter som automatiserar administrativa uppgifter med hjälp av verktyg, analyser och teknik som utvecklas tillsammans med företaget. Gör ett bra intryck med en anpassad upplevelse i samtliga kanaler. Se till att kunderna omedelbart får tillgång till rätt resurser för att lösa sitt problem, samtidigt som de kan få relevant kampanjinformation. Förbättra samarbetet mellan medarbetarna och effektivisera den interna kommunikationen. Det gör att arbetsgrupperna blir mer samstämmiga, relevant information ges vid rätt tidpunkt och personalresultatet förbättras. Få ut mer av din personal med rätt utbildningar och produktivitetsverktyg. Analyser ger dig en inblick i vad som saknas inom verksamheten och hur det kan åtgärdas. Utvärdera samtalsinspelningar och kunddata för att bättre förstå kundens köpbeteende och använd insikterna för att förbättra meddelanden, erbjudanden och affärsmöjligheter. Kontakta kunderna i den kanal de föredrar, till exempel via e-post, sociala medier eller webchattar, för att initiera samtal och öka affärsmöjligheterna. Använd innovativa hanteringsverktyg för att få en mer exakt bedömning, kvalificering och distribuering av affärsuppslag. På det sättet kan de bästa säljarna driva affärsuppslagen vidare. Se till att de hetaste leaden omgående hamnar hos rätt säljare med hjälp av vårt dirigeringsverktyg. Det ser till att automatiskt skicka heta leads till rätt person för snabb konverting. Öka samtalstakten med ett automatiserat utgående program som proaktivt tillhandahåller läglig, relevant och kontextualiserad information till tilltänkta kunder i de kanaler som de föredrar. Lär dig mer om kundtrender och kundbeteenden så att du kan informera säljarna om vad som krävs för större framgångar inom förvärv och merförsäljning samt vad som krävs för att vinna tillbaka kunder. Varje år levererar Genesys® över 70 miljarder kundupplevelser för företag i över 100 länder. Med kraften i molnet och AI kopplar vår teknik samman varje kundögonblick inom marknadsföring, försäljning och service på alla kanaler, samtidigt som vi förbättrar upplevelsen för de anställda. Genesys var pionjärer med Experiences as a Service℠, så att organisationer av alla storlekar kan skapa verklig anpassning i valfri skala, samverka med förståelse och främja kundernas förtroende och lojalitet. Det här möjliggörs av Genesys Cloud™, en allt-i-ett-lösning och världens ledande offentliga plattform för kontaktcenter i molnet, utformad för snabb innovation, skalbarhet och flexibilitet. Upphovsrätt © 2021 Genesys. Med ensamrätt.
di|Läs kundberättelsen här Läs kundberättelsen här Läs kundberättelsen här (engelsk)
st|Lös problemen vid första kontakten Personlig kundupplevelse Förbättra infrastrukturen Särskilj din verksamhet Förbättra kommunikationen Öka produktivitet Bättre affärsmöjligheter Engagera kunder proaktivt Driv igenom affärsuppslag snabbare Agera snabbt Nå tilltänkta kunder Få till fler avslut
h1|Nordisk IDC rapport: Customer Experience drives tomorrow’s business
h2|Starka varumärken väljer Genesys. Få insikt i vad både analytiker och kunder tycker om våra lösningar. Och gör ditt jobb lättare.
h3|Gartner utnämner Genesys som en ledare inom kontaktcenter i molnet 2020
h4|Live assistans Live assistans
h5|Genesys Cloud borde utvärderas som även er framtida lösning Hur kan vi hjälpa dig idag?
sp|COVID-19 – påverkan. +468.4468.0778 Lösningar inom service, marknadsföring och försäljning Kundservice Små företag Marknadsföring Försäljning Kundservice Små företag Marknadsföring Försäljning +468.4468.0778 | | |
pa|Dünyanın 1 numaralı Müşteri Deneyimi Platformuyla müşterilerinize öncelik tanıyın Demo İste Ücretsiz deneyin Bizimle iletişime geçin Bir teklif isteyin En iyi müşteri deneyimini sunmak için dünyanın en büyük 100 markasının 65’i Genesys’i tercih ediyor. Bu markaların müşteri ilişkileri ve sadakat sağlamak için müşterilerle nasıl bağlantı kurduğunu öğrenin. Genesys Müşteri Deneyimi programının PayPal için nasıl beklenmeyen bir değişim sağladığını öğrenin. Quicken’in bulut iletişim merkezi çözümünü iki ayda nasıl kurduğunu öğrenin. Vodafone’un Genesys ile iletişim merkezi sıralamasını ve Net Tavsiye Skorunu (NPS) nasıl yükselttiğini öğrenin. Forrester, 40 kriterden oluşan değerlendirmede orta ve büyük ölçekli iletişim merkezi etkileşim yönetimi çözüm sağlayıcısını değerlendiriyor Genesys’in neden dünya çapında tüm sektörlerde her ölçekte işletmeye uygun çözümler sunan bir lider olarak gösterildiğini öğrenin. Müşterilerinizle her kanaldan ilk iletişiminizde onları en iyi kaynağa nasıl ulaştırabileceğinizi öğrenin ve çalışanların hızlı çözüm için doğru araçlara ve bilgiye sahip olduğundan emin olun. Müşteri ihtiyaçlarını önceden görerek, seçtikleri kanallara göre iletişim kurarak ve deneyimlerini tamamen kişisel hale getirerek müşteri deneyimini avantaja çevirin. BT ekibinize işletmenizle birlikte gelişecek araçlar, analizler ve teknolojiyi sağlarken idari görevleri otomatikleştiren birinci sınıf bir iletişim merkezi sağlayın. Tüm kanallarda kişisel bir deneyimle doğru etkiyi oluşturun. Sorunları çözmek ve kampanya mesajınızı iletmek için müşterilerinizi anında en iyi kaynağa ulaştırın. Çalışanların iş birliğini ve şirket içi iletişimin etkisini artırarak ekiplerinizi daha uyumlu hale getirin, doğru zamanda istediğiniz bilgileri edinin ve metriklerinizi güçlendirin. Doğru eğitim ve üretkenlik araçlarıyla iş gücünüzden daha fazla verim alın. Analizleri kullanarak eksiklerinizin nerede olduğu hakkında bilgiler edinin ve bu bilgiler ışığında harekete geçin. Müşterilerin satın alma alışkanlıklarını daha iyi anlamak için arama kayıtlarını ve müşteri verilerini araştırın, mesaj ve teklifleri geliştirmek ve daha iyi hedef müşteriler elde etmek için bu verileri kullanın. Müşterilere tercih ettikleri kanallardan (e-posta, sosyal medya veya web üzerinden sohbet gibi) ulaşarak iletişim kurun, mesaj gönderin ve hedef müşteri diyaloglarını hızlandırın. Yenilikçi hedef müşteri yönetimi araçlarını kullanarak hedef müşterileri daha doğru değerlendirin, nitelendirin ve bir sonraki aşamaya geçmeleri için onları hızlı bir şekilde en iyi temsilcilere yönlendirin. Hedef müşterileri müşteriye dönüştürmek için otomatik olarak en iyi temsilciye yönlendiren bir yönlendirme motoruyla en iyi hedef müşterilerinizi satışla sonuçlandıracak temsilcilere ulaştırın. Hedeflere tercih ettikleri kanallardan proaktif bir şekilde zamanında, alakalı ve içeriğe uygun mesajlar ileten otomatik bir gönderim programıyla dönüşüm oranlarınızı artırın. Müşteri trendleri ve alışkanlıkları hakkında gerçek zamanlı bilgiler edinin ve satın alma, fazladan satış ile geri kazanım durumlarında daha fazla başarı için ihtiyaç duydukları bilgileri temsilcilerinize sağlayın. Genesys® 100'ü aşkın ülkedeki kuruluşlar için her yıl 70 milyardan fazla olağanüstü müşteri deneyimi sunuyor. Bulut ve yapay zekanın gücünden yararlanan teknolojimiz, müşterilerin tüm kanallardaki pazarlama, satış ve hizmet deneyimlerini birleştirirken aynı zamanda çalışan deneyimlerini de geliştiriyor. Genesys, her büyüklükteki kuruluşun geniş ölçekte gerçek kişiselleştirme deneyimi sunabilmesi, empatiyle etkileşim kurabilmesi, müşteri güveni ve sadakatini sağlayabilmesi için Hizmet Olarak Deneyim℠'e öncülük etmiştir. Tüm bunlar; hızlı inovasyon, ölçeklenebilirlik ve esneklik için tasarlanmış, dünyanın önde gelen açık bulut çağrı merkezi platformu ve hepsi bir arada çözümü olan Genesys Cloud™ sayesinde mümkün kılınmaktadır. Telif Hakkı © 2021 Genesys. Tüm hakları saklıdır.
di|Başarı Hikayesine Göz At Başarı Hikayesine Göz At Başarı Hikayesine Göz At
st|İlk iletişimde çözüme ulaşımı artırın Müşteri deneyimini kişiselleştirin Daha iyi bir altyapı kurun İşletmenizi farklı hale getirin İletişimi güçlendirin Üretkenliği artırın Hedef müşteri kalitenizi artırın Müşterilerle proaktif olarak iletişime geçin Hedef müşteri dağılımını hızlandırın Hızlı davranın Hedeflerinize ulaşın Daha fazla başarılı anlaşma yapın
h1|Genesys Cloud gerçek yatırım getirisi sunuyor Hayat geçiyor. Müşteri deneyimi de mükemmel geçmeli.
h2|En iyi markalar iletişim için Genesys’i kullanır. Müşteri deneyimi çözümleri konusunda dünya çapında tek lider, hem şirket içinde hem de bulutta.
h3|Genesys, İKİ Forrester Wave raporunda lider olarak gösterildi Genesys, Ovum Karar Matrisi’nde lider olarak gösterildi
h4|Canlı Yardım Canlı Yardım
h5|Bugün size nasıl yardımcı olabiliriz?
sp|COVID-19'un etkisi. +902129003228 31 Operasyonel maliyet tasarrufu 23 İlk arama süresinde iyileşme 13 Telefonda sorun çözme süresinde düşüş Genesys, İKİ Forrester Wave raporunda lider olarak gösterildi Genesys, Ovum Karar Matrisi'nde lider olarak gösterildi Genesys, İKİ Forrester Wave raporunda lider olarak gösterildi Genesys, Ovum Karar Matrisi'nde lider olarak gösterildi Hizmet, pazarlama ve satış çözümleri Müşteri Hizmetleri Küçük İşletmeler Pazarlama Satış Müşteri Hizmetleri Küçük İşletmeler Pazarlama Satış +902129003228 | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisEvery year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|Search Genesys
h3|Deliver mission-critical CX with Cloud & AI
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Live Assistance Live Assistance
h5|How can we help you today?
sp|COVID-19 impact. +91 44 4019 3500 | | |
pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
h1|Suche Genesys
h3|CX-Blueprint Genesys Tour
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 +49 (0)69-951066355 | | | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresEvery year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|Search Genesys
h3|Get real-world CX survival secrets
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Live Assistance Live Assistance
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pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
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pa|Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
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pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
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pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
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– An automatic call distributor (ACD) is a telephony software system that answers incoming calls and routes them to a specific agent or department within a company. The system intelligently routes a call to the most appropriate agent based on the caller’s needs. – The interactive objects in a web page that provide interactive and user-controllable functions. – Person who answers calls in a call center. Also called Customer Service Representative (CSR). – Allows agents to view team statistics as well as their own call log. – Automatic Number Identification. A series of numbers associated with a call. These numbers identify the phone number of the caller. Sometimes referred to as a CallerID. – An analog signal, such as voice or music, that varies in a continuous manner. An analog signal may be contrasted with a digital signal, which represents only discrete states. – Application Programming Interface. A set of routines, protocols, and tools for using software applications. – The automated transaction (interactions) among the caller, the voice response system, and any databases or host computers required for your business. – Automatic Speech Recognition. See Natural Language Speech Recognition. – An auto dialer is an outbound call center solution that automatically dials customer telephone numbers and can deliver important information through an automated message, or can connect a customer to a live agent once the call has been answered. – A computer telephony calling feature that permits a customer—when encountering a busy condition or other condition where an agent is unavailable—to instruct the system to return their call when an agent becomes available. – The amount of time an agent is occupied on an incoming call. – Back-office optimization is the process of streamlining and automating workforce tasks that occur in a contact center, and aligning back office functions with front office workflows in order to improve customer experience (CX) across the customer lifecycle. – A capability provided by Natural Language Speech Recognition that allows callers to speak or enter their responses during the prompt and have those responses recognized. See also echo cancellation. – An employee in the role of (voice, email, SMS, etc.) to service customer needs. – A systematic process of improving performance by managing and optimizing key areas of an organization that impact prospects, processes, people, and profits. – B2B describes commerce transactions between businesses. – B2C describes commerce transactions between businesses and consumers. – A unit of storage in the computer. On most systems, a byte is 8 bits (binary digits), which is the equivalent of one character of text. – A physical location where a high volume of customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Call centers typically provide voice only inbound, outbound and limited . See also: Contact Center. – Call Center Customer Relationship Management (CRM) is a call center technology solution that provides employees with access to account information and history in an effort to provide a real-time, personalized customer experience across all channels including voice, web and social. – The way in which organizations manage the daily operations of the call center, including forecasting, scheduling, employee training, reporting, and all customer interactions. Call center management can be modernized through use of workforce optimization solutions. – A customer experience strategy that modernizes call center technologies and platforms, through the use of digital channels, in order to improve customer satisfaction. – Call center workforce planning addresses all elements of the call center including team scheduling, training and forecasting. – A metric used in contact centers to measure the average time an agent is assisting a customer. – The call volume distributed over the hours of the day. – The number of contacts or transactions per second. – The party who calls for a service, gets connected to the system, and interacts with it. – A comprehensive contact center solution offered on a subscription basis and made available from the cloud. – A location in which large telecommunication devices such as telephone switches and network access facilities are maintained. These locations follow strict installation and operation requirements. – The different communication mechanisms used by a customer to initiate contact with a company or vice versa. These include voice, email, chat, sms, video, web forms, fax and WebRTC. – Allows agents and supervisors to communicate during a contact. Reduces hold times and increase first and final contact resolution. – Consolidates Telephony & Email contacts into one desktop interface for easier management. – A web-accessible platform for handling customer calls and interactions. Call centers based in the cloud can be accessed from virtually anywhere, eliminating the need for a physical infrastructure, which may reduce operational costs and increase scalability to support evolving customer experience strategies. – A central point in an enterprise, hosted on an Internet server, from which all inbound and outbound customer communications are handled. Cloud contact centers make interactions through voice, email, social media and the web accessible from virtually anywhere. – A contact center is a modern . It manages inbound and outbound customer communications through a variety of channels. For example, customers could reach out to a company via email or chat with an agent on the company’s website. – Front office employees that are customer-facing and typically the primary point of human customer contact within an organization. – Contact Center Customer Relationship Management (CRM) is a contact center software solution that provides employees with access to account information and history in an effort to provide a real-time, personalized customer experience across all channels, including voice, web and social. – The way in which organizations manage the daily operations of the contact center workforce, across multiple touchpoints and channels, in order to accommodate omnichannel customer journeys. – A customer experience strategy that integrates contact center technologies and processes in order to deliver seamless omnichannel customer journeys in a multi-channel workforce. – Contact center workforce planning is the process of aligning the strategic and operational elements of a contact center workforce with organizational objectives. – An old on which HTI built software applications for IVR and NLSR. – The practice of selling an additional product or service to an existing customer. – A computer telephony call control server software that connects a range of telephone switches to a variety of data processing environments. – Computer Telephony Integration. Computer control and functionality applied to telephony hardware. – House the server software that monitors telephony events (ringing, busy etc.) at the switch. – The ongoing relationship a customer has with an organization based on relevant, personalized experiences and the anticipation of the customer’s evolving needs. – A measurement focused on service interactions in contact center environments. It provides a way to measure how customer centric channels and touchpoints are in their design and management, and how they promote ease of use, simplicity and effortless interaction. – CX is made of individual customer touchpoints. The sum of all experiences a customer has with a company over the lifecycle of their relationship is called a customer journey. – A strategy that focuses on the operations and processes used to create a positive customer experience with focus on your organization, product, service, or brand. – Contact center infrastructure, available from the cloud or on-premises, that supports the design, orchestration, monitoring, and tuning of customer journeys across voice and digital channels. – The customer journey consists of multiple touchpoints and key interactions each customer or prospect has with a company—including messaging, employees, processes, products or services. Single or multiple interactions can be considered a customer journey and are part of a holistic customer experience lifecycle. – Customer journey management is the practice of using behavioral trends and technology to influence and optimize the customer experience (CX). Customer journey management aims to minimize the customer effort across all channels and touchpoints, ensuring a seamless experience every time a customer interacts with your company. – Customer journey optimization is the process of connecting and mapping customer interactions, across multiple touchpoints, in order to direct or influence the end-to-end experience. – A measurement that determines how an organization meets the expectations of its customers based on satisfaction. Customers are asked a question following a transaction about their satisfaction with the company, which is then rated from one (very dissatisfied) to five (very satisfied). – Customer service is the assistance and service provided by an organization to customers before, during, and after the purchase of products or services. – A strategy used to learn more about customers needs and behaviors in order to develop stronger relationships with them. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. If implemented properly, CRM will provide better customer service, make call centers more efficient, cross sell products more effectively, help sales staff close deals faster, simplify marketing and sales processes, discover new customers, and increase customer revenues. – A structured set of files, records, or tables. Often abbreviated DB. A collection of information organized in such a way that a computer program can quickly select desired pieces of data. You can think of a database as an electronic filing system. – A unit to measure the intensity of a sound; a unit to measure the degree of loudness of a sound. – Dialing within a company without going through an operator. – The simplest type of speech automation that prompts callers for specific set of answers. – Dial pulse recognition. A method of recognizing caller pulse inputs from a rotary telephone. – A feature of 800 or 900 lines that identifies the phone number the caller dialed to reach the attached computer telephony system. – Touchtone dialing. In DTMF, pushing the button sends a combination of two tones’ one high frequency, one low frequency. – The process of making the channel quiet enough so that the system can hear and recognize Natural Language inputs during the prompt. See also barge-in. – The extent to which employees are actively engaged in their work and supporting their customers. It can be a key driver of motivation, retention, performance, customer experience, and business success. – Brings additional data to the agent desktop such as call history by ACD queue and data gathered through an IVR system. – Relates to solutions allowing an enterprise to share customer, product, competitor and market information to accomplish goals of meeting long-term customer satisfaction and increased revenues – The ability to address the customer’s need the first time they call or connect with an agent, thereby eliminating the need for the customer to follow up with a second interaction. Contact center managers carefully monitor follow-up calls because follow-up calls create an overall increased call volume which, in turn, requires more agents. In general, a contact center manager will accept an increase in talk time, as long as the first call resolution rate increases as well. Follow up calls can also be an indication of customer dissatisfaction. Also referred to First Call Resolution. – The inputs that a recognizer can match (identify) from a caller. – XML format of a syntax for representing grammars for use in speech recognition so that developers can specify the words and patterns of words to be listened for by a speech recognizer, as defined by the W3C forum The other format defined by the W3C forum, for representing these grammars is an Augmented BNF Form. – A program interface that takes advantage of the computer’s graphics capabilities to make the program easier to use. – see . – The physical components of a computer system. The central processing unit, disks, tape and diskette drives, and so on, are all hardware. – A hosted call center is a customer experience solution where an organization’s inbound, outbound, and voice-based self-service customer interactions are handled. Customer interactions are hosted on a service provider’s back-office systems, therefore offering lower cost of ownership. – A hosted contact center is a customer experience solution where an organization’s central point of inbound and outbound communications are hosted on a service provider’s back-office systems, therefore offering lower cost of ownership. – A hosted dialer is a contact center cloud-based technology that enables cross-channel contact strategies in order to maximize the time agents spend on the phone, while accurately predicting agent availability, optimally pacing dialing, and filtering out unproductive calls. – Provides agents with easy access to frequently used sites on the internet or company intranet. Administrator configures accessible URLs. – the way in which customers engage with your organization after selecting the communication channel of their choice. Interactions can be self-service orientated and can include navigating an IVR, leaving a voicemail, or filling out a web form to send an email. Interactions can also be human or agent oriented to include Chat sessions, talking to a live representative, or face-to-face video calls. Each interaction point—whether human or self-service—will have a different perceived value and unique organizational cost associated to it. – An international standard for sending voice, video, and data over digital telephone lines or normal telephone wires. – A company that has an agreement with HTI to develop software to work with the system to provide additional features required by customers. – A system that uses responses from a touch tone telephone to gather and store data. An IVR is automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. The caller responds by pressing keys on the telephone keypad or speaking words or short phrases. This can also be used for voice self-service which can used to escalate customers to human-assisted service. It uses a human voice to read back. When set up with voice recognition software, data can be gathered through voice instead of touch tone. See also VRU. – The experience delivered—whether via self-service or human-assisted—that matches the expectations of the customer and aligns with the different stages of the customer experience lifecycle. – No coding required for defining agent workflows. Monitors your keystrokes to define a workflow. – The value of a customer over their lifetime as a customer of an organization or brand. – A digital method of interfacing a system to a PBX or switch using E1-related hardware and software. – A digital method of interfacing a system to a PBX or switch using T1-related hardware and software. – Any point along a customer journey where the organization collects customer or employee feedback. – A data communications network in a limited geographical area. The LAN provides communications between computers and peripherals. – A record of actions that have occurred. – The primary metric used to measure the health of your customer relationships. E.g. Net Promoter Score® – Allows supervisors to instantly broadcast messages to all agents or groups of agents. – A unit of memory equal to 1,048,576 bytes (1024 x 1024). It is often rounded to one million. – Options presented to a user on a computer screen or with voice prompts. – Mobile voice is the emerging technology that combines recent advances in mobile and voice recognition. The combination of the two technologies results in users being able to talk to their mobile devices, be understood by the device, and accomplish tasks. – The interactions between customer and company along the customer journey and often situations where a customer can form or change an opinion about a company, product, or service offering. Each and every time a customer makes contact with an organization or its representatives can be a “moment of truth”. – A multi-channel cloud call center is a customer experience platform that integrates multiple touchpoints—including voice, text, social media and the web—making customer interactions accessible via an Internet server. A multi-channel cloud call center can be accessed from virtually anywhere, eliminating the need for a physical infrastructure and reducing incremental costs to expanding call center capabilities. – A multi-channel cloud contact center is a customer experience (CX) solution that integrates multiple touchpoints – including voice, text, social media and the web – making them accessible via an Internet server. A multi-channel cloud contact center can be accessed from virtually anywhere, eliminating the need for increased physical infrastructure while meeting the evolving demands of today’s customer communication preferences. – An advanced type of speech recognition. NLSR can recognize particular words and phrases, but it can also interpret and assign meaning to those words and phrases. NLSR can also recognize natural numbers and currency amounts. Because of the greater vocabulary and grammar requirements associated with NLSR, it works best with an external speech recognition or “proxy” server. – The ability to understand complex expressions spoken in a more natural, free-style manner. – Both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. is a macro metric based on the single question and has been adopted by leading companies worldwide as the standard for measuring and improving customer loyalty. – See Voice Platform. – An omnichannel cloud call center is a multi-channel contact center that delivers seamless customer experiences across all touchpoints leveraging modern cloud based infrastructure and services. In a cloud-based contact center, the company does not actually own, host or operate any equipment that the call center runs on; rather a third party service provider hosts the call center infrastructure in their own data center and the company will pay a monthly or annual service fee for hosting the infrastructure. – An omnichannel cloud contact center is a multichannel customer experience strategy that seamlessly connects all touch points and is available via an internet server. – An omnichannel customer experience is made up of individual customer touchpoints, over a variety of channels that seamlessly connect, allowing customers to pick up where they left off on one channel and continue the experience on another. – An omnichannel customer journey consists of key interactions over multiple touchpoints between customer or prospect and a company during the point of sale and throughout the customer lifecycle. – Omnichannel customer service consists of numerous interactions across multiple touchpoints between a customer, or prospective customer, and product or service provider during the time of sale, and throughout the customer lifecycle. – An outbound call center is a central point where call center agents contact current or prospective customers on behalf of an organization. Outbound calls are conducted for many purposes, including but not limited to: sales calls to prospective customers, debt collection, customer surveys, or for proactive customer service. – An Outbound IVR is a contact center solution used to proactively distribute communications to customers. This technology allows an organization to automatically engage customers through multiple channels such as automated voice calls, SMS messages, email or social media posts using personalized notifications. – A single basic sound of a particular spoken language. For example, the English language contains 40 phonemes that represent all basic sounds used with the language. The English word one can be represented with three phonemes, w – uh – n. Phonemes vary between languages because of guttural and nasal inflections and syllable constructs. – A set of one or more words used within an application. Examples include “Thank you for calling XZY Business,” “One,” and “At the tone, press 1”. – A connection or link between two devices that allows information to travel to a desired location. – Private branch exchange (PBX) is a private telephone network used within a company. Users can communicate internally (within the company) and externally (outside the company) using different communication channels like VoIP, ISDN or analog. – Predictive dialing is a method of making several automated outbound calls without using agents. Answered calls are then passed to agents. A computer makes dialing decisions based on certain algorithms to support business objectives. – In system documentation, the computer on which the system software runs. In general, the part of the computer system that processes the data. Also known as the central processing unit. – A message played to a caller that gives the caller a choice of selections in a menu and asks for a response. – A server external to the system used in a client/server configuration to perform processor-intensive functions, such as Natural Language Speech Recognition or text-to-speech. – Public Switched Telephone Network. The public telephone network to which telephones, ACDs, and PBXs are connected. – A type of directory number created to hold calls or messages that are waiting to be picked up. – The part of the system that compares caller input to a grammar to correctly match (identify) the caller input. – Allows agents to view team statistics as well as their own call log. – Return on investment. – A licensing and delivery model in which software is licensed on a subscription basis and made available over the Internet. – Skill Statistics, Agent Statistics, ACD States – A method of delivering a screen of information to a telephone operator at the same time a telephone call is delivered. This is accomplished by a complex chain of tasks that include identifying the calling party number, using that information to access a local or remote ORACLE database, and pulling a form full of information from the database using an ORACLE database utility package. – A disk drive control technology in which a single SCSI adapter circuit card plugged into a PC slot is capable of controlling as many as seven different hard disks, optical disks, tape drives, and so on. – A provider of resources. – Small-to-medium business. – Small-to-medium enterprise. – Simple network management protocol. – Allows agents to control calls from the PC. Saves time for agents simultaneously working with the phone and other desktop applications. – The amount of energy in an audio signal. Literally translated, it is the output level of the sound in every phonetic utterance. – A standard data programming language used with data storage and data query applications. – A software and hardware device that controls and directs voice and data traffic. A customer-based switch is known as a private branch exchange. – The person assigned the responsibility of monitoring all system software processing, performing daily system operations and preventive maintenance, and troubleshooting errors as required. – The average time an agent spends on each call, a common call center performance metric. In general, fast talk time averages are desirable. However, fast talk time averages accompanied by poor first call resolution rates are a sign that customer calls are not being answered satisfactorily. – Pre-defined task buttons allow agents to launch a 3rd party application, update CRM data, initiate automated after call tasks such as sending an email, or initiating other Windows based tools. – A digital transmission link with a capacity of 1.544 Mbps. – transmission control protocol/internet protocol. – The point at which a telephone network connection terminates on a system. Supported telephone connections are T1 and E1. – Each impression a customer has of an organization (be it advertising, product, email, etc.) can be called a touchpoint. These touchpoints can spurn an interaction with the organization, which in turn creates a customer experience. – Text-to-Speech – An optional feature that allows an application to play speech directly from ASCII text by converting that text to synthesized speech. – A trunk is a communication line or physical link, such as a wire or optical line, designed to carry multiple signals simultaneously. A trunk provides network access between two points. They often connect switching centers in a communication solution. – An increase in the planned or stated purchase of a customer. – A single spoken unit that may consist of a word, phrase, sentence, or multiple sentences. – A virtual agent is a contact center capability that uses a virtual character, created through computer generation, animation, and artificial intelligence, as a customer service agent via chat bot functionality. A virtual agent may also refer to a contact center or call center customer service agent that works from a remote location outside of an organization’s physical building. – A virtual contact center (VCC) is a solution that supports contact center agents in various geographical locations instead of a single physical location. – A solution that supports contact center agents who are dispersed geographically instead working from a single physical location to provide customer service interactions. – A software system that uses responses from a touch tone telephone to gather and store data. It uses a human voice to read back. It is sometimes referred to as the Interactive Voice Response. – A collection of words that the system is able to recognize using Natural Language Speech Recognition. – A biometric used to verify who the speaker says he or she claims to be. – A measurement used to describe the in-depth process of capturing a customer’s expectations, preferences and aversions. Specifically, the Voice of the Customer is a market research technique that produces a detailed set of customer wants and needs, organized into a hierarchical structure, and then prioritized in terms of relative importance and satisfaction with current alternatives. – Voice of internal customer. – A voice platform executes the commands and logic specified by a voice application, provides speech processing capabilities (e.g., speech recognition, text-to-speech, voice authentication) and enables application creation. They also interface with back-end systems (e.g., databases, CRM applications, legacy systems) and call center infrastructure (i.e., computer telephony integration), and provide system management and administration capabilities. – A set of features extracted from a sample of a person’s voice that are stored in a speaker authentication system. – Voice over IP (VoIP) is a technology that converts your voice into a digital signal, allowing you to make a call directly from a computer, a VoIP phone or another data-driven device. You can make phone calls anytime, anywhere, using an internet-connected computer, a headset and VoIP. – How a person interacts with a speech application. – Voice XML (extensible markup language) – VXML is similar to HTML in that it enables users to interact with the Internet through voice-recognition technology. It relies on a voice browser and/or the telephone to access information. VXML handles input and output audio dialog, dialog sequencing, error handling and client-side scripting. – An international consortium of companies involved with the Internet and the Web. The organization’s purpose is to develop open standards so that the Web evolves in a single direction rather than being splintered among competing factions.Workflow – The automation of procedures by imposing a set of sequential rules on the procedure. – Workflow management is the administration of a sequence of tasks and processes throughout an organization’s workforce. – Workforce management is the process of strategically optimizing the productivity of employees, ensuring that all resources are in the right places at the right times. A workforce management strategy typically includes scheduling, forecasting, skills management and employee empowerment. Complexity increases with the need to ensure that customer service supports omnichannel customer engagement. – Workforce optimization is a strategy used to integrate siloed technologies and automate processes in order to reduce operational costs and to better manage employee performance, resulting in greater efficiency and higher customer satisfaction. – Workload management is the process of strategically distributing work throughout the workforce in order to maximize employee or application skill and performance. – A systematic, ongoing process of effective planning, forecasting, and scheduling to provide more efficient distribution of interactions and work across channels
st|ACD Active X controls Agent Agent reports ANI Analog API Application ASR Auto Dialer Automatic callback Average handling time (AHT) Back office optimization Barge-in Blended agent Business optimization Business to business (B2B) Business to consumer (B2C) Byte Call center Call Center CRM Call center management Call center workforce optimization Call time Call distribution Call volume Caller CCaaS (contact center as a service) Central office Channels Chat messages Container user interface Cloud call center Cloud contact center Contact center Contact center agent Contact Center CRM Contact center management Contact center workforce optimization Contact center workforce planning Conversant Cross-selling CT connect CTI CTI server Customer engagement Customer effort score (CES) Customer experience (CX) Customer experience management (CEM) Customer experience platform Customer journey Customer Journey Management Customer satisfaction (CSAT or C-SAT) Customer service Customer relationship management (CRM) Database Decibel (dB) Direct inward dialing (DID) Directed dialog DPR Dialed number identification service (DNIS) Dual tone multi frequency (DTMF) Echo cancellation Employee engagement Enterprise data window Enterprise relationship management (ERM) First contact resolution (FCR) Grammar GrXML Graphical user interface (GUI) Genesys voice platform (GVP) Hardware Hosted call center Hosted contact center Integrated browser Interactions Integrated services digital network (ISDN) Independent software vendor (ISV) Interactive voice response (IVR) Journey-specific Key stroke macros Lifetime customer value (LCV) Line side E1 Line side T1 Listening post Local area network (LAN) Logs Macro metric Marquee messages Megabyte Menu Mobile Voice Moment of truth Multichannel cloud call center Multichannel cloud contact center Natural language speech recognition (NLSR) Natural language understanding (NLU) NPS (Net Promoter® Score) Nuance voice platform (NVP) Omnichannel cloud call center Omnichannel contact center Omnichannel customer experience Omnichannel customer journey Omnichannel customer service Phoneme Phrase Port Private branch exchange (PBX) Predictive dialing Processor Prompt Proxy server PSTN Queue Recognizer Reports agent ROI SaaS (software as a service) Supervisor Screen pop Small computer system interface (SCSI) Server SMB SME SNMP Softphone controls Speech energy Structured query language (SQL) Switch System administrator Talk time Task buttons T1 TCP/IP Telephone network connection Touchpoint TTS Trunk Upsell Utterance Virtual contact center (VCC) Virtual call center (VCC) Voice response unit (VRU) Vocabulary Voice authentication Voice of customer (VOC) VOIC Voice platform Voice print VOIP Voice user interface (VUI) VXML World Wide Web Consortium (W3C) Workflow Management Workforce Management Workforce optimization (WFO) Workload management Workforce planning
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Create exceptional customer relationships with Genesys digital customer engagement solutions and let our unique omnichannel approach fuel your future growth. By connecting customer interactions across all voice and digital channels, your customers have a consistent, seamless and personalized service experience. Create more targeted marketing campaigns that drive better leads. Give sales reps the information they need to improve conversion rates. With Genesys, you’ll build valuable new revenue opportunities and improve customer loyalty while reducing costs. Integrate the latest technologies into your customer service plan to exceed KPIs and build better customer relationships Leverage customer journeys to know when to engage with customers on your website and convert leads to customers A powerful sales engagement platform gives you the proper tools and data you need to transform opportunities and leads into sales wins Your customers expect personalized customer service for every interaction—across all channels. Genesys solutions solve these common problems for: Fill pipelines and drive more growth with marketing solutions from Genesys. Integrate your marketing and sales data with a single, agile and easy-to-use tool. With Genesys, you can: Seize the moment of opportunity by engaging with prospects on their preferred channels and quickly boosting conversions. With Genesys for sales, you can bring together online and offline customer engagement data to: The Genesys solution is the full omnichannel product that enables us to not only blend agents but blend brands which provides us with best of breed capability in terms of workforce planning, routing, customer service and delivery. Gerrad Hennessy, Senior Operations Manager, Woolworths Integrate the latest technologies into your customer service plan to exceed KPIs and build better customer relationships Leverage customer journeys to know when to engage with customers on your website and convert leads to customers A powerful sales engagement platform gives you the proper tools and data you need to transform opportunities and leads into sales wins
li|Get customers to the right resource the first time for greater efficiency and increased first contact resolution. Offer personalized experiences, anticipate customer needs and analyze journeys. Consolidate all channels into a single platform, integrate with existing business systems, migrate at your own pace, and let business users adjust their apps and reports. Differentiate through service that’s simplified and personalized, with agents empowered to deliver the best service possible. Acquire, engage, up-sell and win back customers more efficiently with highly targeted multichannel campaigns. Tap into valuable customer interaction data with a single view of your customers to increase conversions. Prioritize and distribute online sales opportunities automatically based on their value and timeliness. Mine interaction recordings for actionable insights to continually improve campaigns, focus on high-intent prospects, fuel pipeline and conversion, and grow customer lifetime value. Distribute the highest value leads quickly, and make this data available to your sales reps in real time at critical moments. Use proactive engagement at the right moment in the customer journey on your website or mobile app. Monitor prospects’ behavior and reach out through web chat or initiate a callback based on engagement rules. Match the best sales rep to each interaction and accurately attribute each action to an outcome that improves KPIs.
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pa|Oops! We have your personal email. Don't Show This Again. Please add to your safe sender list to ensure you receive the weekly blog notifications. Subscribe to our free newsletter and get the Genesys blog updates in your inbox. Service New South Wales (NSW) is a public service agency with 1,000 customer service agents working 24/7. It makes it easier for... Last month brought a stream of significant new Genesys Cloud™ capabilities. Main themes from February 2021 releases include... Genesys is staking out its next billion-dollar business. Today we announced our intent to acquire Bold360, a leader in... Today, March 8, marks International Women’s Day and I’m excited to join the world in celebrating women’s achievements and... Let’s face it: 2020 shifted the paradigm of how we work. It forced companies to quickly adapt to new methodologies, often... It’s shaping up to be the year of the enterprise for Genesys Cloud. An increasing number of today’s largest customer... Genesys Cloud continues to disrupt the contact centre industry by delivering innovation to companies of all sizes, everywhere,... Contact centres are hurtling toward digital transformation at breakneck speeds. And as the race to the cloud intensifies, a lot... When your citizens need you…. The pandemic forced the world to go digital nearly overnight — adopting work from home,... Guest Blog by Laura Sikorski Your customers are the very reason your company exists. Your commitment to your customers’... The work culture is changing. Now, workforce engagement — and the employee experience — both play large roles in delivering... For many years, we had been warned about artificial intelligence (AI) revolution — the belief that computers will take our jobs... We’ve all experienced our share of challenges this year. But by using technology that empowers their agents, many contact... “Necessity is the mother of invention” is a familiar proverb that’s proving true to many in 2020. And as the US economy... As Genesys brings to close an extraordinary year in which we’ve grown new bookings more than 40% in every quarter, we’re... Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
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h4|Subscribe to our free newsletter and get blog updates in your inbox How to Enable a Digital Banking Strategy with Cloud How to Enable a Digital Banking Strategy with Cloud Service New South Wales: Helping Australians During Times of Crisis ICYMI: Genesys Cloud Feature Releases for February 2021 Genesys Is Building Its Next Billion-Dollar Business: Digital Customer Service Celebrating Our Innovators: 2021 International Women’s Day Adapting to 2021 with Workforce Engagement Management Tools Genesys Cloud Feature Releases: What’s New in January 2021 Genesys Cloud Scores Higher in Gartner 2020 Critical Capabilities for CCaaS than in 2019 Report Rethinking On-Premises with Hybrid and Multicloud CCaaS Trends: Placing Empathy at the Core of Your Contact Centre The Voice of the Customer Speaks Volumes Driving Workforce Engagement in the Cloud and On-Premises Don’t Train in Vain: Use Automation to Develop Agent Skills 7 Contact Centres Trends for 2021 Getting One Million Employees Back to Work Safely Genesys Launches the Future of Digital Customer Engagement
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pa|Oops! We have your personal email. 다시 보지 않기 Please add to your safe sender list to ensure you receive the weekly blog notifications. 제네시스 블로그 업데이트를 메일로 받아보세요! 클라우드 기반 컨택센터 플랫폼으로 마이그레이션하면 수많은 이점을 얻을 수 있습니다. Round... 하나의 테마가 30년간 업계를 선도하고 있는 저희 기술 팀 전반에 오롯이 스며들어 있습니다.... 합창단에서는 모든 단원이 동일한 악보를 사용합니다. 그렇지 않으면 합창단 전체가 불협화음을... 많은 이들의 생각과는 대조적으로, 실제로 단일 클라우드는 고도로 연결된 세상에 더는 존재하지... 고객 경험을 혁신하려는 기업들은 봇과 가상 도우미를 활용하여 제품, 구매 또는 문제에 관한... 고객 만족도를 향상시키기 위해서는 한 차원 높은 고객 경험을 제공하는 것이 중요합니다.... 디지털 전환이 가속화 되는 가운데, 은행권에서는 늘어나는 고객 기대에 부응하기 위해 더욱 발... 고객 서비스를 제공하는 컨택 센터 직원이라면 누구나 훌륭한 서비스를 제공하고... 인공 지능. 머신 러닝. 예측 분석. 전문적이고 어려워 보이지만 작동 알고리즘을 몰라도... 코카콜라 브랜드가 인간의 집단적 경험에 미치는 영향은 말로 다 설명할 수 없을 정도로... 디지털 트랜스포메이션 시대, 클라우드, 인공지능(AI) 등의 발전과 더불어 다양한 산업에서 그... 십여 년 전에는 차를 타고 여행을 가려면 지도를 보고 이동 경로를 파악해야 했습니다. 저는... 오늘날 고객은 그 어느 때보다 선택의 폭이 넓습니다. 기업들은 이제 경쟁에서 제품과 가격이... 미국의 사상가이자 시인인 랄프 왈도 에머슨(Ralph Waldo Emerson)이 남긴 “인생은 여정이지... 대형 서점 체인이었던 Borders가 2011년 폐업했을 때, 많은 사람이 Amazon.com의 급부상, 그리고 이로... Genesys®는 매년 100여 개국의 기업들에 700억 건 이상의 탁월한 고객 경험을 제공하고 있습니다. Genesys의 기술은 클라우드와 AI를 활용하여 마케팅, 영업 및 서비스 전반에 걸쳐 모든 고객의 순간을 연결함과 동시에 직원 경험을 향상시킵니다. Genesys는 모든 규모의 기업들이 진정한 개인화 서비스를 제공할 수 있고, 진심을 다해 소통하며, 고객의 신뢰와 충성도를 높일 수 있도록 서비스로서의 경험(Experience as a Service℠)을 선도하였습니다. 이는 빠른 혁신과 확장성, 유연성을 위해 설계된 올인원 솔루션이자 세계 시장을 선도하는 퍼블릭 클라우드 컨택센터 플랫폼, Genesys Cloud™를 통해 가능합니다. Copyright © 2021 Genesys. All rights reserved.
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h4|제네시스 블로그 업데이트를 메일로 받아보세요! 클라우드를 향한 여정: Concord Servicing Corporation 클라우드를 향한 여정: Concord Servicing Corporation TCC Round Room: 올인원 클라우드 플랫폼을 통한 운영 혁신 Genesys, Gartner Magic Quadrant 서비스형 컨택센터 부문에서 최고의 비전을 가진 선도 기업으로 선정 Genesys Cloud와 Adobe Experience Platform을 통한 실시간 고객 프로파일 통합 단일 클라우드에 대한 잘못된 통념 Google Dialogflow 및 Genesys: AI 기반 대화형 고객 경험 비즈니스의 성장에 따라 유연하고 빠른 확장이 가능한 리테일 컨택 센터 Westpac: 클라우드 컨택 센터 플랫폼 PureCloud를 통해 고객 서비스 혁신 귀사의 리테일 컨택 센터는 고객 중심입니까? 리테일 컨택 센터에서 인공지능을 활용하여 진정한 가치를 창출하는 방법 코카콜라의 고객 경험 혁신에서 얻은 7가지 교훈 5가지 주요 기술 예측: 고객 경험의 미래 인공 지능 및 머신 러닝을 활용하여 고객 여정을 만들어 가는 방법 2019년 계획 수립을 도와줄 10가지 고객 경험 통계 고객 여정 관리을 통해 최상의 고객 경험을 제공해 보세요 중견/중소 기업이 비즈니스의 미래에 대비하기 위한 방법
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pa|Oops! We have your personal email. Diese Meldung nicht mehr anzeigen. Please add to your safe sender list to ensure you receive the weekly blog notifications. Abonnieren Sie unseren kostenlosen Newsletter und erhalten Sie alle Updates zum Genesys-Blog bequem in Ihre E-Mail-Inbox. Gastbeitrag von Steve Lead, President, Lead Associates, Inc. Gartner ist ein etabliertes Unternehmen in der IT-Branche. Es... Online-Shopping boomt. Und uns erwarten auch im Jahr 2021 wieder neue Online-Rekordverkaufszahlen, da Verbraucher das Internet... Genesys Cloud bestimmt weiterhin die Contact Center-Branche, indem die Lösung weltweit für Unternehmen jeder Größenordnung,... Es mag sich anfühlen, als würde die Zeit gerade stillstehen, aber im Kundenservicemarkt ist genau das Gegenteil der Fall.... Unser Cloud TV Moderator Sven Hansel hat zusammen mit Heinrich Welter, VP EMEA Central & GM DACH Genesys, ein... Der Weihnachtsmann war übler Laune. Es war bereits Anfang Dezember und die Zahl der bei ihm eingegangenen Wunschlisten war, nun... Von Olivier Jouve, Executive Vice President und General Manager, Genesys Cloud Eines ist in meinen 30 Jahren als Leiter von... Der Finanzdienstleistungssektor – Banken, Kreditkartenunternehmen, Kreditgesellschaften, Börsenmakler, Finanzberater und... Im Gegensatz zur verbreiteten Überzeugung gibt es in unserer stark vernetzten Welt tatsächlich keine Single-Cloud mehr. Es... Seit es Kundenservice gibt, haben Menschen versucht, seine Geheimnisse zu ergründen. Doch da diese Branche ständig mit... Customer Service Transformation Award 2020: Commerz Direktservice erhält Genesys-Auszeichnung während Genesys Cloud... Durch die neue Normalität des Arbeitens von Zuhause aus, konnten die Contact Center-Mitarbeiter in Pandemie-Zeiten gefahrlos... COVID-19 hat Auswirkungen auf jede Branche. Während alle Unternehmen die Folgen von Social Distancing, Ausgangsbeschränkungen... Man kann wohl sagen, dass der Einzelhandel als vertikale Branche von den Regelungen zum Social Distancing vollständig... Aus unserer Perspektive heraus kann man jeden Anruf eines Kunden bei einem Contact Center als eine Störung der Customer... Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
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h4|Abonnieren Sie unseren kostenlosen Newsletter und erhalten Sie alle Updates zum Blog bequem in Ihre E-Mail-Inbox. 3 Möglichkeiten zur Vereinfachung der Personalplanung im Contact Center 3 Möglichkeiten zur Vereinfachung der Personalplanung im Contact Center So nutzen Sie den Gartner Magic Quadrant in Ihrem Entscheidungsfindungsprozess Nutzen Sie Predictive Engagement, um Gewinne durch Online-Shopper zu erzielen Genesys Cloud erzielt 2020 eine höhere Punktzahl im Gartner-Bericht „Critical Capabilities for CCaaS“ als 2019 3 kritische Faktoren bei der Evaluierung einer CCaaS-Lösung Genesys Cloud TV Weihnachtsgruß Wolken-Werkzeug für den Weihnachtsmann Gartner Magic Quadrant: Genesys ist „Leader mit der weitreichendsten Vision“ im Bereich „Contact Center as a Service“ 5 Herausforderungen für Contact Center im Finanzdienstleistungssektor Die Mythen der Single-Cloud Schluss mit manuellen Prognosen im Contact Center Customer Service Transformation Award 2020: Commerz Direktservice erhält Genesys-Auszeichnung Der Kampf gegen Technikmüdigkeit im Contact Center Digitalisierung im Wealth Management Verbesserungen im Online-Retail durch vorausschauende Interaktion Die Geschichte des Never-Contact Contact Centers
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pa|Oops! We have your personal email. Don't Show This Again. Please add to your safe sender list to ensure you receive the weekly blog notifications. Subscribe to our free newsletter and get the Genesys blog updates in your inbox. From text and chat to social media and AI-powered bots, digital channels are buzzing with customers demanding fast, convenient... Genesys Cloud continues to disrupt the contact centre industry by delivering innovation to companies of all sizes, everywhere,... Campus life in 2020 has changed into a blend of online and in-person teaching with less socialising. This tough sell, with... In June of last year, I began my adventure here at Genesys. And it was new and different due to the pandemic. While I’ve moved... In a choir, every singer uses the same hymn sheet. Otherwise, the whole choir sounds out of tune. Similarly, delivering a great... As we enter 2021 it’s the perfect time to reflect on my first 12 months at Genesys. Challenging just doesn’t do it justice.... Gartner recently released its 2020 Magic Quadrant for Contact Center as a Service, in which it names Genesys a Leader and... The busy holiday season is under way. And we’re set for bumper online sales, as consumers choose the web over brick and mortars... While the world continues to struggle through a global pandemic, nearly all industries have had to shift contact centre... It’s almost inconceivable. On the 32nd anniversary of the 1985 earthquake that devastated Mexico City, it was rocked by... One theme has permeated throughout my 30 years leading technology teams: a business’s vision is one of the most critical... One thing that I’ve learned from the COVID-19 crisis is that companies across industry sectors that want to emerge stronger... Society has evolved in a dizzying way and, with it, so have customer expectations. More knowledgeable customers want to connect... Enterprises that want to revolutionise their customer experience rely on bots and virtual assistants to answer customer questions... Thoughts of artificial intelligence (AI), especially dueling algorithms, might immediately conjure up images from movies like... Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
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h1|Connecting Moments Between Brands and Customers
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h4|Subscribe to our free newsletter and get blog updates in your inbox Humanising VIP experience through video Humanising VIP experience through video Putting More WOW Into Digital Customer Experience Genesys Cloud Scores Higher in Gartner 2020 Critical Capabilities for CCaaS Than in 2019 Report Give Your Students Super Human Service The Year of Super Human Service Harmonizing Marketing and Contact Centre Data with Genesys and Adobe Winning together: one customer-first mindset Gartner Recognises Genesys Cloud for Ability to Execute Use Predictive Engagement to Cash In on Online Holiday Shoppers 7 Healthcare Contact Centre Best Practices CX Heroes: Connecting Lives Amid Destruction Genesys Positioned Furthest for Completeness of Vision in the Gartner 2020 Leaders Quadrant for CCaaS Future-Proofing Your Business with Experience as a Service Improve Contact Centre Performance with Quality Management and Coaching Google Dialogflow and Genesys: Conversational AI-Powered Customer Experience AI Automates and Simplifies Contact Centre Workforce Planning
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pa|Oops! We have your personal email. Ne plus afficher. Please add to your safe sender list to ensure you receive the weekly blog notifications. Abonnez-vous à notre newsletter gratuite et recevez les nouveautés du blog de Genesys directement dans votre boîte de réception. Même si le temps semble s'être arrêté durant cette année 2020, il n'en va pas de même concernant le marché des services... Les technologies des centres de contact dans le cloud pourront faire évoluer la plupart des entreprises. Et des situations comme... Article rédigé par Maarten Copini, directeur de l'expérience client chez Effecta L'un des effets de la pandémie de... La société a évolué de manière fulgurante, de même que les attentes des clients. Les clients plus exigeants souhaitent... Article rédigé par Steve Leaden, Président de Leaden Associates, Inc. Gartner est un grand nom du secteur de... Au terme d’une saison des fêtes si particulière, le constat est clair. Nous avons assisté à une augmentation des ventes en... Pour comprendre l’impact que la COVID-19 a eu sur l’organisation des services client, RelationClientmag.fr en partenariat... Regards croisés de deux leaders mondiaux de la relation client sur l’impact du COVID-19 lors de cette période de second... Pour comprendre comment la COVID-19 a modifié l’organisation des services client, RelationClientmag.fr en partenariat avec... L'un des thèmes qui ont imprégné mes 30 dernières années à la tête d'équipes d’innovation et de développement... Le secteur des services financiers (banques, sociétés de cartes de crédit, sociétés de prêt, courtiers, conseillers en... Les entreprises souhaitant révolutionner leur expérience client s'appuient sur des robots et des assistants virtuels pour... L'évocation de l'intelligence artificielle (IA), notamment l'affrontement des algorithmes, renvoit immédiatement à des images... Les entreprises veulent satisfaire leurs clients grâce à une expérience de service fluide sur tous les canaux. Toutefois, les... La transcription vocale constitue la base de l'analyse des interactions. Elle permet aux managers d'analyser le contenu des... Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
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h1|Expérience client : Grandes tendances et actualités
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h4|Abonnez-vous à notre newsletter gratuite et recevez les nouveautés de notre blog directement dans votre boîte de réception. Harmonisation des données marketing et des centres de contact avec Genesys et Adobe Harmonisation des données marketing et des centres de contact avec Genesys et Adobe Trois facteurs essentiels lors de l’évaluation d’une solution CCaaS Trois facteurs clés pour passer à un centre de contact dans le cloud Sept façons d’améliorer l’engagement du personnel en télétravail Améliorer les performances du centre de contact avec un coaching et une gestion de qualité Comment tirer parti du Magic Quadrant de Gartner dans votre processus de prise de décision Utiliser l’engagement prédictif pour tirer profit des achats en ligne pour les fêtes de fin d’année La voix… Un canal toujours privilégié dans la relation client ? Les nouveaux défis 2020 des enseignes de la grande distribution Faire face à la crise sanitaire : S’organiser face au second confinement Gartner Magic Quadrant 2020 sur le CCaaS : Genesys positionné au plus haut pour l’exhaustivité de sa vision stratégique Cinq défis dans les centres de contact des services financiers Google Dialogflow et Genesys : une expérience client conversationnelle guidée par l’intelligence artificielle L’IA automatise et simplifie le planning des salariés du centre de contact Configurer un bot Dialog Engine dans Architect pour le chat, les SMS et la messagerie Meilleures pratiques pour les transcriptions vocales dans un centre de contact
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pa|Oops! We have your personal email. Non mostrare più questo messaggio. Please add to your safe sender list to ensure you receive the weekly blog notifications. Iscriviti alla nostra newsletter gratuita e ricevi gli aggiornamenti sui blog Genesys nella tua casella postale. Le più grandi partite della coppa del mondo di cricket vengono ricordate per il lavoro di squadra nei momenti più importanti:... Il mese scorso, mi hanno presentata come nuova Global Sustainability Officer e, in qualità di prima persona ad avere questo... Mentre il mondo sta ancora lottando contro una pandemia globale, le aziende di ogni settore sono state costrette a cambiare... Guest Blog di Maarten Copini, Director of CX Consulting di Effecta Tra le conseguenze del COVID-19 sui contact center... C'è una convinzione che mi ha accompagnato in questi 30 anni passati alla guida di team del settore tecnologico, ossia che... Nell’ottobre di 30 anni fa, Genesys veniva registrata come azienda a San Francisco. Siamo grati a tutti i nostri... È giusto affermare che, trattandosi di un settore verticale molto ampio, l’impatto delle normative sul distanziamento sociale... Molti di noi si affidano al cloud senza rifletterci. Di fatto, questa tecnologia si occupa di trasformare i nostri telefoni... Un’ottima Customer Experience comincia dalle persone; affidarsi alla pura e semplice innovazione e offerta attraverso le... Dalla prospettiva di un dipendente, sapere che la propria azienda sta sposando i sistemi basati su AI e le opzioni di automazione... Nel 1943, Abraham Maslow presentò una teoria sulla motivazione umana, chiamata “La Gerarchia dei Bisogni di Maslow.” Tale... Oggi le aziende stanno intensificando l’attenzione su strade nuove e migliori per offrire i rispettivi servizi ai clienti. Ecco... Fino a poco tempo fa, solo il 13% degli agenti di contact center lavoravano stabilmente in modalità remota. Oggi, in un ambiente... “L'unica costante della vita è il cambiamento.” - Eraclito Quante volte nella nostra vita avremo sentito questa... Considerato il contesto odierno, sono molte le aziende che stanno convertendosi all’idea di una forza lavoro che opera in... Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
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h4|Iscriviti alla nostra newsletter gratuita e ricevi gli aggiornamenti sui blog nella tua casella postale L’anno del Super Human Service L’anno del Super Human Service Genesys Cloud e Microsoft Teams collaborano sul campo per raggiungere il successo Tutti fanno parte del nostro percorso di sostenibilità 7 Best Practice per i Contact Center del Settore Sanitario 7 Modi per Migliorare l’Engagement dei Dipendenti che Lavorano in Remoto Genesys Posizionata Nel Punto Più Avanzato per Completezza Di Visione nel Gartner Magic Quadrant per il CCaaS 2020 Genesys Festeggia 30 Anni di Innovazione Migliorare il Retail Online con l’Engagement Predittivo Verso il Cloud Contact Center e Oltre Experience as a Service: Orientare la Strategia versi i Benefici per Clienti e Azienda Gli Umani Contribuiscono alla Formazione dei Sistemi Basati su AI Comportamento del Consumatore, Engagement del Cliente e Nuova Normalità I Principali Trend Che Danno Vita ad AI e Digitale Analizzare il Passaggio del Contact Center al Lavoro in Remoto Durante COVID-19 3 Tappe del Passaggio a un Contact Center Basato su Cloud Sviluppare un Senso di Comunità tra i Tuoi Lavoratori in Remoto
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pa|Oops! We have your personal email. Não mostrar isso novamente. Please add to your safe sender list to ensure you receive the weekly blog notifications. Inscreva-se para receber gratuitamente nosso boletim informativo e obter atualizações do blog da Genesys em sua caixa de entrada. Estudo realizado pela consultoria alemã Roland Berger afirma que os cinco maiores bancos brasileiros precisam fechar 30% de suas... Todos nós tivemos a nossa cota de desafios no ano passado. Mas, utilizando a tecnologia que permitiu que empoderassem os seus... A única constante em 2020 foram as mudanças. Todos tivemos que adaptar-nos de uma forma que nunca havíamos imaginado. Os... Em junho deste ano, comecei minha aventura na Genesys. Mas tudo era novo e diferente devido à pandemia. Embora eu tenha... No Brasil, o setor financeiro é conhecido por ditar tendências tecnológicas e no atendimento ao cliente. Isso foi ampliado... Nos últimos anos, as empresas do setor de saúde passaram a lidar com orçamentos cada vez mais restritos e uma crescente... Empresas modernas e bem-sucedidas usam informações e análises de comportamento dos clientes para otimizar seus negócios.... Novas e inovadoras tecnologias foram integradas aos processos de negócios da maioria das empresas nos últimos anos, e isso... O Genesys Cloud continua a revolucionar o setor de contact center trazendo inovação para empresas de todos os tamanhos, em... O ano de 2020 pode ter marcado o início de uma nova era para o relacionamento entre empresas e clientes. Devido à pandemia de... Conquistar um cliente custa muito mais que reter os que já estão “dentro de casa”. No passado, para isso acontecer bastava... O que o engajamento da força de trabalho significa para uma empresa? Executivos de todas as empresas sabem que é importante,... A experiência do cliente está em constante transformação. O que antes era uma experiência exemplar, hoje pode não ser... O contact center é a área da sua empresa mais focada no cliente. É o local onde as interações ocorrem e a Voz do Cliente... De acordo com o Gartner, os Chatbots continuarão em destaque no atendimento ao cliente no próximo ano. Muito utilizados por... Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
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h4|Inscreva-se para receber gratuitamente nosso boletim informativo e obter atualizações em sua caixa de entrada Experiência do cliente: o que as fintechs têm a nos ensinar Experiência do cliente: o que as fintechs têm a nos ensinar CX no setor bancário: como a tecnologia vai ocupar o lugar das agências Sete tendências para os contact centers em 2021 Lançamento de novos recursos de Genesys Cloud: o que há de novo em dezembro de 2020 O ano do serviço de atendimento super-humano Tendências na CX do setor financeiro Conheça os desafios da digitalização no setor de saúde Como o uso inteligente dos dados dos clientes impacta nos negócios A transformação digital impulsionando a experiência do cliente Genesys Cloud obtém pontuação maior do que a do ano anterior no relatório Critical Capabilities for CCaaS de 2020 do Gartner Como o contact center na nuvem está transformando o relacionamento entre empresas e clientes A importância da sustentabilidade na jornada do cliente Saiba como ferramentas de gerenciamento da força de trabalho contribuem para o engajamento Saiba como uma plataforma omnichannel pode revolucionar o atendimento ao cliente Funcionários satisfeitos impulsionam a satisfação do cliente Chatbots vão continuar revolucionando os contact centers em 2021
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pa|Oops! We have your personal email. Не показывать это сообщение снова. Please add to your safe sender list to ensure you receive the weekly blog notifications. Подпишитесь на нашу бесплатную новостную рассылку и получайте обновления блогов Genesys по электронной почте. Во время пандемии 2020 г. компании столкнулись с необходимостью... 2020 год был непростым для всех. Несмотря на это многие компании смогли в... 11 ноября 2020 года компания Gartner опубликовала отчет «Critical Capabilities for Contact... Управление качеством, будучи одним из стратегически важных элементов... Функция распознавания речи — это базис эффективного анализа... С одной стороны, может показаться, что звонок клиента в контакт-центр... Любой бизнес, который работает напрямую с некорпоративными клиентами,... Банк «Открытие» завершает проект объединения 10 платформ телефонии и... Использование мессенджеров — это эффективный способ коммуникации... Вероятно, этот вывод не раз формулировался в различных обзорах,... Когда мы говорим о предоставлении качественного обслуживания... Выгорание работников происходит во всех отраслях, и достаточно часто... Клиентам всегда было удобно онлайн-самообслуживание, возможность... В условиях неопределенности дистанционная модель работы может... В современном мире обслуживание клиентов в цифровых каналах... Каждый год Genesys® помогает компаниям эффективно обрабатывать более 70 миллиардов взаимодействий с клиентами в более чем 100 странах. Благодаря мощным облачным технологиям и искусственному интеллекту наши решения обеспечивают согласованное взаимодействие отделов обслуживания клиентов, маркетинга и продаж с клиентами по всем каналам, в то же время повышая эффективность работы сотрудников. Genesys стала первой компанией, предлагающей модель Experiences as a Service℠, чтобы организации любого размера могли осуществлять персонализированное обслуживание с возможностью масштабирования, понимая требования клиентов и повышая их лояльность. Это достигается благодаря универсальному решению Genesys Cloud™ — облачной платформе для обслуживания клиентов, обеспечивающей быстрое внедрение инноваций, масштабируемость и гибкость. © Genesys, 2020 г. Все права защищены.
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pa|Oops! We have your personal email. No mostrar esto nuevamente. Please add to your safe sender list to ensure you receive the weekly blog notifications. Suscríbase a nuestro boletín gratuito y obtenga las actualizaciones del blog de Genesys en su bandeja de entrada. Seguramente usted ha escuchado muchos ejemplos de compañías que han nacido digitales, exponenciales y disruptivas. También, de... Genesys Cloud continúa transformando la industria de los contact centers ofreciendo innovación a empresas de todos los... La realidad HOY A medida que, nosotros como clientes disponemos de gran cantidad de medios de comunicación para establecer... La constante en 2020 fue el cambio. Todos tuvimos que adaptarnos en maneras que no hubiéramos imaginado nunca. Los clientes que... Todos hemos tenido que hacer frente a desafíos el año pasado. Pero muchos contact centers han logrado más que solo adaptarse a... En junio de este año, comenzó mi aventura con Genesys. Y fue un acontecimiento nuevo y diferente debido a la pandemia. Si bien... “Con más de tres mil novecientos millones de personas en cuarentena en el mundo, lo que equivale a la mitad del planeta, se... Lo primero que viene a mi mente referente a este tema son los CRMs, en vista que se venden con frecuencia con el discurso de... Hay un tema que ha calado hondo en los 30 años que llevo liderando equipos de tecnología: la visión de una empresa es uno de... La electricidad es una necesidad primordial y uno de los insumos más importantes de la sociedad moderna. Las interrupciones de... Desafortunadamente, la realidad a la que estábamos acostumbrados no existe más. Después de meses de salir de casa solo para... De la misma forma en la que Nicolás Copérnico desafió las teorías existentes en el siglo XVI, hoy nos encontramos frente a un... Las telecomunicaciones y los medios de comunicación existen en cooperación, cada uno de ellos tratando de capturar una... Transformarse digitalmente para mejorar la experiencia de los clientes parece ser la receta perfecta. Mejorar los procesos... Imagina tener un contact center basado en la nube que te permite ofrecer una experiencia superior a tus clientes, ofreciéndoles... Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
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h4|Suscríbase a nuestro boletín gratuito y obtenga actualizaciones del blog en su bandeja de entrada La experiencia como servicio: Un nuevo ecosistema de negocios La experiencia como servicio: Un nuevo ecosistema de negocios La Cobranza Bancaria, ¿Afectada por la reciente transformación exponencial en los negocios? Genesys Cloud obtuvo una puntuación más alta en Capacidades fundamentales de Gartner 2020 para CCaaS que en el informe del 2019 Evolucionando los canales de comunicación y redes sociales hacia modelos de experiencia (CX) Lanzamiento de características de Genesys Cloud: Lo nuevo en diciembre de 2020 Siete tendencias para los contact centers en 2021 El año del servicio superhumano 6 puntos atención para enfrentar los nuevos retos de cobranza en la industria del retail El siguiente paso en la experiencia del cliente: la hiperpersonalización (y cómo seleccionar la tecnología correcta) Genesys fue reconocido como líder con la visión más avanzada en el Cuadrante Mágico de Gartner para Contact Center como Servicio El sector eléctrico puede beneficiarse de una plataforma omnicanal para reducir costos Cómo preparar su servicio al cliente en la nueva normalidad Un giro coperniquiano a la experiencia del cliente Tendencias y estrategia: Telecomunicaciones y Medios de comunicación La importancia de procesos ágiles en la transformación digital Imagina si pudieras conectar con tus clientes en cualquier momento, en cualquier canal
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pa|Oops! We have your personal email. Bunu bir daha gösterme. Please add to your safe sender list to ensure you receive the weekly blog notifications. Ücretsiz bültenimize abone olup Genesys blog güncellemelerini posta kutunuza alın. Genesys, her çeyrekte yeni talepleri %40'tan fazla artırdığımız sıra dışı bir yılı kapatırken, Genesys Digital'i... Geriye dönüp baktığımızda 2020 senesi yeni ekip üyelerini işe almaktan doğum günlerini kutlamaya kadar her şey için... COVID-19 nedeniyle bu kadar çok kaybın yaşandığı bir yılda, Tony Hsieh'in birkaç gün önce evde çıkan yangında trajik... Vatandaşlarınızın size ihtiyacı olduğunda…. Pandemi, neredeyse bir gecede dünyayı dijitale geçmeye, evden... Pek çok şirket, şirket içi çözümlerini çeşitli nedenlerle buluta taşıyor; örneğin kullandıkları mevcut... Yoğun yılbaşı tatili sezonu başlıyor. Tüketiciler, COVID-19 önlemleri nedeniyle normal mağazalar yerine interneti yerine... Işık festivali Diwali, Hindistan'daki en büyük kutlamadır. Bu beş günlük festival, Lord Rama'nın 14 yıllık bir... Misafir Blog Yazarı Laura Sikorski İletişim merkeziniz, kuruluşunuzdaki en müşteri odaklı (iç veya dış) alandır.... Gartner kısa süre önce 2020 Magic Quadrant for Contact Center as a Service'i yayınladı; ve Genesys'i Lider olarak... Konuk Blog Yazarı Steve Leaden, Leaden Associates, Inc. Başkanı Gartner, BT sektöründe bilinen bir isimdir. Teknolojileri... Uzun yıllardır yapay zeka (AI) devrimi ile bilgisayarların işlerimizi elimizden alıp yerimizi tamamen alacağı konusunda... Dünyanın dört bir yanındaki iletişim merkezleri, 2020 senesinde operasyonlarını ve özellikle de işgücü planlama... Kriket sporundaki en harika Dünya Kupası maçları, en önemli olduğu anlarda ortaya konan takım çalışmasıyla... Macerama bu yılın Haziran ayında, Genesys'te başladım. Salgın nedeniyle yeni ve farklıydı. Kariyerim boyunca birçok kez... Genesys Cloud, geleceğe hazır platformuyla her büyüklükteki şirkete her alanda yenilikler sunarak çağrı merkezi... Genesys® 100'ü aşkın ülkedeki kuruluşlar için her yıl 70 milyardan fazla olağanüstü müşteri deneyimi sunuyor. Bulut ve yapay zekanın gücünden yararlanan teknolojimiz, müşterilerin tüm kanallardaki pazarlama, satış ve hizmet deneyimlerini birleştirirken aynı zamanda çalışan deneyimlerini de geliştiriyor. Genesys, her büyüklükteki kuruluşun geniş ölçekte gerçek kişiselleştirme deneyimi sunabilmesi, empatiyle etkileşim kurabilmesi, müşteri güveni ve sadakatini sağlayabilmesi için Hizmet Olarak Deneyim℠'e öncülük etmiştir. Tüm bunlar; hızlı inovasyon, ölçeklenebilirlik ve esneklik için tasarlanmış, dünyanın önde gelen açık bulut çağrı merkezi platformu ve hepsi bir arada çözümü olan Genesys Cloud™ sayesinde mümkün kılınmaktadır. Telif Hakkı © 2021 Genesys. Tüm hakları saklıdır.
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h1|Müşteri Deneyimi Kahramanı Kate Kuehn ile Tanışın
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h4|Ücretsiz bültenimize abone olup blog güncellemelerini posta kutunuza alın. 2020’de En Çok Okunan 10 Blog 2020’de En Çok Okunan 10 Blog Genesys, Dijital Müşteri Bağlılığının Geleceğine Start Veriyor Müşterilerle Bulundukları Yerde Buluşmanın 4 Yolu Tony Hsieh’i Anıyoruz CCaaS Trendleri: İletişim Merkezinizin Merkezine Empatiyi Yerleştirmek Seçeneğin Gücü: Genesys Engage Bulut Çözümleri Çevrimiçi Yılbaşı Alışverişlerinde Nakit Kazancı İçin Tahmini Katılımı Kullanın Birlikte Daha İyi: Diwali Sırasında Refah ve Büyümeye Doğru Yol Almak Müşteri Memnuniyetini Artıran Çalışan Memnuniyeti Operasyonları Gartner, Genesys Cloud’un Uygulama Kabiliyetini Görüyor Karar Verme Sürecinizde Gartner Magic Quadrant’tan Nasıl Yararlanabilirsiniz? Boşuna Eğitim Vermeyin: Müşteri Temsilcisi Becerilerini Geliştirmek için Otomasyondan Yararlanın Çağrı Merkezi İş Gücü Planlamasını Basitleştirmenin 3 Yolu Genesys Cloud ve Microsoft Teams, İşbirliği Üzerinden Kazanmak İçin Süreci Hızlandırıyor Süper İnsan Hizmet Yılı Genesys Cloud, 2019’a kıyasla Gartner’ın “CCaaS için Kritik Yetenekler” 2020 Raporunda Daha Yüksek Puan Aldı Canlı Yardım Canlı Yardım
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pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisRequest a demo Request a quote Design your solution Contact us This is your all-in-one access point for delivering a better customer experience. Browse the library of product-specific information and discussions on the public site, or log in with your single sign-on credentials for a full, personalised experience. All designated Genesys customer and partner contacts can log in. The Genesys Cloud Product Login portal enables you to login to any of the Genesys Cloud products: CX Builder, EchoSystem Manager, Engage: Account Manager, Engage: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder, and Social Analytics. The Genesys IVR Personalisation Platform enables you to quickly and easily create and deploy IVR applications using pre-built modules, and continuously improve your application(s) through actionable analytics. Genesys acquired SpeechStorm in late 2015, and until we can merge our partner programs fully, SpeechStorm partners can continue to login to the SpeechStorm portal here. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
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pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 需要演示 获得免费试用 联络我们 ROI calculator 这是帮助您提供更好的客户体验的全方位接入点。在公共网站上浏览特定产品的信息和讨论库，或使用单点登录凭据进行登录，以获得完整的个性化体验。所有指定的 Genesys 客户和合作伙伴联系人均可登录。 Genesys 云产品登录门户可让您登录任何 Genesys 云产品：CX Builder、EchoSystem Manager、Engage – Account Manager、Engage – Enterprise Manager、Insight、Mobile Messaging Manager、Mobile Site Builder 和 Social Analytics。 Genesys IVR Personalization Platform 可让您使用预构建模块快速轻松地创建和部署 IVR 应用，并通过切实可行的分析不断改进应用。 Genesys 于 2015 年末收购 SpeechStorm，在我们完全合并合作伙伴计划后，SpeechStorm 合作伙伴才能在此处继续登录 SpeechStorm 门户。 经过改进的全新顾问门户更方便使用，内容更丰富，并且专为顾问量身定制 ― 根据您的需求进行了优化。您可以访问网络研讨会录像、样本建议书模板、产品信息、即将举办的活动等。请定期回来查看，因为我们会不断增加新功能和改进现有功能，使此门户成为顾问社区的一个不断充实的资源。 Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
h1|Genesys 登录
h3|客户体验蓝图 Genesys 知识网络 云产品登录 Genesys IVR Personalization Platform（以前称为 SpeechStorm） SpeechStorm 合作伙伴门户 Genesys 顾问联络计划门户
h4|我们的技术 我们的方法 性能 产品 Genesys 的优势 关于我们 我们可以为您提供帮助 浏览 现场协助 现场协助
h5|今天我们如何为您提供帮助？
sp|2019 新型冠状病毒肺炎影响。 +86 10 6580 0586 +1.888.436.3797 | | |
pa|ジェネシスのコールセンタープラットフォームは、迅速なイノベーションを可能にし、あらゆる業界や企業規模に対応します。 ジェネシスは常にイノベーションを行っています。カスタマーエクスペリエンスおよび従業員エクスペリエンスの最新情報をご覧ください。 ジェネシスのソリューションが現代のセキュリティー基準以上を達成する方法をご確認ください。 当社のAppFoundryマーケットプレイスから、機能と価値を素早く追加できます。 APIを直接使用せずに機能を拡張できます。プログラミングは必要ありません。 クラウドからクラウドへのシームレスな移行に必要なツールについては、専門の担当者がご対応します。 豊富な経験、専門知識、パーソナライズされたプランにより、スムーズなクラウド移行を実現します。 ジェネシスによるエクスペリエンスをさらに向上させましょう。何が実現できるかをご確認ください。 卓越したカスタマーエクスペリエンスを容易に実現するソフトウェアを使用して、コールセンターを運営しましょう。 Genesys AIを使用して、CXのレベルをスケールアップさせ、貴社のコンタクトセンターのクオリティを向上させましょう。 アプリや連携機能を活用してカスタム・コールセンターを構築できます。 顧客が希望するメッセージングアプリで会話を継続します。 卓越した自動化により、24時間年中無休のセルフサービスサポートを顧客に提供できます。 自然言語理解を備えた、優れたボットにより、スマートなセルフサービスを実現します。 貴社Webサイトでライブチャット機能により会話を開始、リアルタイムに問題を解決します。 プレディクティブルーティングでは、データを有効活用します。 シームレスなオール・イン・ワンのコールセンターソリューションにより、緊密に連携したエクスペリエンスを可能にします。 競争力に優れたカスタマーエクスペリエンスとデジタル変革をあらゆる規模で実現します。 Genesys製品を導入した企業の改善点をご覧いただけます ヘッドセットを付けたヒーローを生み出しましょう。オペレーターは基準を超えたサービスを提供します。 継続的な学習とイノベーションがカスタマーエクスペリエンスの専門家コミュニティーを構築します。 共感に基づいたCXの構築—信頼とロイヤルティーを形成するために。 ジェネシスのコールセンターおよびカスタマーエクスペリエンスに関する各種ソリューションが、いかにビジネスの成功に役立ってきたかをご確認ください。 最適なジェネシスのパートナー会社を見つけるか、パートナーネットワークにご参加ください。企業が目標を達成するお手伝いをします。 ジェネシスが世界中の11,000社もの企業から信頼されている理由をご確認ください。 良質なCXを構築する方法をご覧になれます 顧客が望む場所でサービスを提供し、生産性の高いカスタマージャーニーへと導く方法をご確認ください。 サポート業務は素晴らしい仕事です。サポートチーム全体の能力を向上させる方法をご確認ください。 カスタマーエクスペリエンスのテクノロジーを最大限に活用して、目標を達成し、顧客を満足させましょう 販売、マーケティング、サポートにおけるアプローチを連携させて、顧客を獲得し維持しましょう。 ジェネシス製品によりCXを改善された事例を多数ご紹介します カスタマーエクスペリエンスを改善し、お客様との絆を強める方法をご紹介します。 ジェネシス・ジャパンの最新ニュース、プレスリリースをお届けします データに基づく顧客や従業員の最新動向や、業界のキーパーソンから寄せられたインサイトなどをご紹介します。 デモをリクエスト 導入事例 お問い合わせ Webセミナー 高品質のエクスペリエンスの提供を実現する、オール・イン・ワンのアクセスポイントです。製品別の情報やパブリックサイトにおけるディスカッションのライブラリーを参照したり、シングルサインオンの資格情報でログインして、パーソナライズされたエクスペリエンスを最大限にご利用いただけます。ジェネシスにより認定されたすべてのお客様とパートナーのご担当者様にご利用いただけます。 ジェネシス クラウド製品ログインポータルでは、ジェネシス クラウド製品（CXビルダー、エコーシステムマネージャー、Engage：アカウントマネージャー、Engage：エンタープライズマネージャー、Insight、モバイルメッセージング・マネージャー、モバイルサイト・ビルダー、ソーシャルアナリティクス）にログインできます。 ジェネシス IVR Personalization Platformなら、あらかじめ設計されたモジュールを使用して、自動音声応答装置（IVR）アプリケーションの素早く容易な作成・導入が可能です。アプリケーションは実用的な分析機能により、継続的に改善できます。 ジェネシスは、2015年後半にSpeechStormを買収しました。ジェネシス パートナープログラムの統合完了まで、SpeechStormのパートナーはこちらから引き続きSpeechStormポータルをご利用いただけます。 新しいコンサルタントポータルは、お客様のかねてよりのご要望にお応えして改善を加え、これまで以上に利用しやすくなりました。またコンテンツがさらに充実し、とくにコンサルタント向けに特化しています。ウェビナー動画、サンプルの提案テンプレート、製品やイベントの情報などをご利用いただけます。このポータルは、新機能や拡張機能が継続的に追加されており、コンサルタントコミュニティーのリソースとして発展を続けていますので、どうか頻繁にご訪問ください。 ジェネシスは世界100カ国以上において、毎年700億件以上の卓越したカスタマーエクスペリエンスを支えています。クラウドとAIのパワーを通じて、ジェネシスのテクノロジーはマーケティング、セールス、サービスのすべてのチャネルにおけるカスタマーモーメントをつなぐとともに、従業員の体験も改善します。ジェネシスはExperience as a Service のパイオニアとして、すべての企業が規模を問わず真のパーソナライゼーションを大規模に実現し、共感を持ってかかわり、信頼とロイヤリティを育むことができるように取り組んでいます。これを実現するGenesys Cloudは、パブリック・クラウド・コールセンター・プラットフォームを世界でリードするオールイン・ワン・ソリューションとして、迅速なイノベーション、スケーラビリティ、柔軟性を提供します。 Copyright © 2021 Genesys. All rights reserved.
h1|ジェネシス ログイン
h3|CX設計ツール： ジェネシス ナレッジネットワーク クラウド製品へのログイン ジェネシス IVR Personalization Platform（旧称：SpeechStorm） SpeechStormパートナーポータル ジェネシス コンサルタント・リエゾンプログラム・ポータル
h4|ジェネシスのテクノロジー ジェネシスのアプローチ 機能 製品 ジェネシスの優位性 ジェネシスのご紹介 課題により資料が検索できます メニュー ライブアシスタンス ライブアシスタンス
h5|今日はどのようにお手伝いできますか？
sp|新型コロナウイルス感染症（COVID-19）による影響。 +03-5989-1300 +03-5989-1300 | | |
pa|데모 요청 무료 체험 상담 신청 견적 요청 보다 나은 고객 경험을 제공하는 올인원 액세스 포인트입니다. 공개 사이트에서 제품별 정보 및 토론 관련 라이브러리를 찾아 보세요. 완벽한 맞춤형 서비스를 이용하려면 싱글 사인온(SSO) 자격 증명을 사용하여 로그인하세요. 지정된 모든 Genesys 고객 및 파트너 담당자가 로그인할 수 있습니다. Genesys 클라우드 제품 로그인 포털을 통해 다음의 Genesys 클라우드 제품에 로그인할 수 있습니다 : CX 빌더, EchoSystem 관리자, Engage-어카운트 관리자, Engage-엔터프라이즈 관리자, Insight, 모바일 메시징 관리자, 모바일 사이트 빌더 및 소셜 분석 Genesys IVR 개인화 플랫폼을 사용하면 사전 구축된 모듈을 통해 IVR 애플리케이션을 쉽고 빠르게 제작 및 배포하고, 실행 중심의 분석을 통해 지속적으로 애플리케이션을 향상시킬 수 있습니다. Genesys는 2015년 말에 SpeechStorm을 인수했습니다. 파트너 프로그램을 완전히 통합할 수 있을 때까지 SpeechStorm 파트너는 여기서 SpeechStorm 포털에 계속 로그인할 수 있습니다. The new and improved Consultant Portal is easier to use, more content-rich and specifically tailored for consultants—just as you’ve requested. Get access to webinar replays, sample proposal templates, product information, upcoming events and more. And check back frequently, as new features and enhancements are continually added, making this portal an ever-growing resource for the consultant community. Genesys®는 매년 100여 개국의 기업들에 700억 건 이상의 탁월한 고객 경험을 제공하고 있습니다. Genesys의 기술은 클라우드와 AI를 활용하여 마케팅, 영업 및 서비스 전반에 걸쳐 모든 고객의 순간을 연결함과 동시에 직원 경험을 향상시킵니다. Genesys는 모든 규모의 기업들이 진정한 개인화 서비스를 제공할 수 있고, 진심을 다해 소통하며, 고객의 신뢰와 충성도를 높일 수 있도록 서비스로서의 경험(Experience as a Service℠)을 선도하였습니다. 이는 빠른 혁신과 확장성, 유연성을 위해 설계된 올인원 솔루션이자 세계 시장을 선도하는 퍼블릭 클라우드 컨택센터 플랫폼, Genesys Cloud™를 통해 가능합니다. Copyright © 2021 Genesys. All rights reserved.
h1|Genesys 로그인
h3|Genesys 지식 네트워크 클라우드 제품 로그인 Genesys IVR 개인화 플랫폼(이전의 SpeechStorm) SpeechStorm 파트너 포털 Genesys Consultant Liaison Program Portal
h4|라이브 지원 라이브 지원
h5|오늘 무엇을 도와 드릴까요?
sp|코로나19 사태 +82.2.2056.9600 +82.2.2056.9600 | | |
pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Demo vereinbaren Produktest anfragen Lösung konfigurieren Angebot anfordern Ihre zentrale Anlaufstelle für eine bessere Customer Experience. Durchsuchen Sie die Bibliothek mit produktspezifischen Informationen und Diskussionen auf der öffentlichen Webseite oder melden Sie sich mit Ihren Single Sign-On-Anmeldedaten an, um ein vollständiges, personalisiertes Erlebnis zu genießen. Die Anmeldung ist für alle benannten Kunden und Partnerkontakte von Genesys verfügbar. Im Cloud Product Login-Portal können Sie sich bei einem beliebigen der folgenden Genesys Cloud-Produkte anmelden: CX Builder, EchoSystem Manager, Engage: Account Manager, Engage: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder und Social Analytics. Mit der Genesys IVR Personalization Platform können Sie IVR-Anwendungen über vordefinierte Module schnell und einfach erstellen und bereitstellen und Ihre Anwendung(en) kontinuierlich über relevante Analysen verbessern. Genesys erwarb SpeechStorm Ende des Jahres 2015. Bis wir unsere Partnerprogramme vollständig zusammenführen können, können sich SpeechStorm Partner hier weiterhin beim SpeechStorm-Portal anmelden. The new and improved Consultant Portal is easier to use, more content-rich and specifically tailored for consultants—just as you’ve requested. Get access to webinar replays, sample proposal templates, product information, upcoming events and more. And check back frequently, as new features and enhancements are continually added, making this portal an ever-growing resource for the consultant community. Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
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h3|CX-Blueprint Genesys Tour Genesys Knowledge Network Cloud Product Login Genesys IVR Personalization Platform (ehemals SpeechStorm) SpeechStorm Partner Portal Genesys Consultant Liaison Program Portal
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 +49 (0)69-951066355 | | | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresRequest a demo Try for free Design your solution Contact us This is your all-in-one access point for delivering a better customer experience. Browse the library of product-specific information and discussions on the public site, or log in with your single sign-on credentials for a full, personalised experience. All designated Genesys customer and partner contacts can log in. The Genesys Cloud Product Login portal enables you to log in to any of the Genesys Cloud products: CX Builder, EchoSystem Manager, Engage: Account Manager, Engage: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder, and Social Analytics. The Genesys IVR Personalisation Platform enables you to quickly and easily create and deploy IVR applications using pre-built modules, and continuously improve your application(s) through actionable analytics. Genesys acquired SpeechStorm in late 2015, and until we can merge our partner programmes fully, SpeechStorm partners can continue to log in to the SpeechStorm portal here. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
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h3|Get real-world CX survival secrets Genesys Knowledge Network Cloud Product Login Genesys IVR Personalisation Platform (formerly SpeechStorm) SpeechStorm Partner Portal
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Live Assistance Live Assistance
h5|How can we help you today?
sp|COVID-19 impact. +44 1276 457000 +44 1276 457000 | | |
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Demandez une démo Essai gratuit Concevez votre solution Demandez un devis C’est votre point d’accès tout-en-un pour offrir une meilleure expérience client. Parcourez la bibliothèque d’informations et de discussions propres aux produits sur le site public, ou connectez-vous avec vos identifiants uniques pour une expérience complète et personnalisée. Tous les contacts clients et partenaires Genesys désignés peuvent se connecter. Le portail de connexion aux produits cloud Genesys vous permet de vous connecter à n’importe lequel des produits cloud Genesys : CX Builder, EchoSystem Manager, Engage: Account Manager, Engager: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder et Social Analytics. La plateforme de personnalisation IVR Genesys vous permet de créer et de déployer rapidement et facilement des applications IVR à l’aide de modules préconstruits, et d’améliorer en permanence vos applications par l’intermédiaire d’analyses exploitables. Genesys a acquis SpeechStorm à la fin 2015 et jusqu’à ce que nous puissions fusionner complètement nos programmes partenaires, les partenaires SpeechStorm peuvent continuer à se connecter au portail SpeechStorm ici. Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
h1|Connexion à Genesys
h3|Plan expérience client Genesys Knowledge Network Connexion aux produits cloud Plateforme de personnalisation IVR Genesys (anciennement SpeechStorm) Portail des partenaires SpeechStorm
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer Assistance en direct Assistance en direct
h5|Que peut-on faire pour vous aider aujourd'hui?
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 +33 (0)1 41 10 17 17 | | |
pa|Richiedi Una Demo Fai Una Prova Gratuita Contattaci Richiedi un preventivo Questo è il tuo punto d’accesso all-in-one per fornire una Customer Experience migliore. Consulta la raccolta di informazioni e discussioni riguardanti le soluzioni, disponibile sul sito pubblico, oppure accedi con le tue credenziali di identificazione unica per vivere un’esperienza totalmente personalizzata. L’accesso è consentito a tutti i contatti, clienti e partner Genesys autorizzati. Visita questo portale per accedere a tutte le soluzioni Genesys Cloud: CX Builder, EchoSystem Manager, Engage: Account Manager, Engage: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder e Social Analytics. Con la piattaforma di personalizzazione IVR Genesys puoi creare e utilizzare in modo rapido e semplice applicazioni IVR tramite moduli già pronti, migliorandole continuamente mediante analisi mirate. Genesys ha acquisito SpeechStorm a fine 2015. In attesa della completa unione dei nostri rispettivi partner program, i partner SpeechStorm possono continuare ad accedere da qui al portale SpeechStorm. Il nuovo e avanzato Portale Consulenti è più facile da utilizzare, ha più contenuti ed è stato creato su misura per i consulenti, seguendo proprio le tue richieste. Ecco che avrai accesso a webinar, a modelli di esempio, a informazioni sui prodotti, ad eventi imminenti e molto altro ancora. E ricordati di tornarci spesso, perché viene costantemente aggiornato con nuove funzioni e miglioramenti; questo portale, di fatto, rappresenta una risorsa in continua evoluzione per la community dei consulenti. Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
h1|Accedi a Genesys
h3|Genesys Knowledge Network Accesso alle soluzioni Cloud Piattaforma di personalizzazione IVR Genesys (ex SpeechStorm) Portale partner SpeechStorm Portale Genesys Consultant Liaison Program
h4|Assistenza dal vivo Assistenza dal vivo
h5|Come possiamo aiutarvi oggi?
sp|Impatto del COVID-19. +39.039.225.0400 +39.039.225.0457 | | |
pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Solicite uma demo Teste grátis Crie sua solução Obtenha um orçamento Este é o seu ponto de acesso all-in-one para proporcionar uma melhor experiência do cliente. Navegue até a biblioteca de informação e discussões específicas de produtos no site público, ou faça login com suas credenciais de início de sessão único (SSO) para obter uma experiência personalizada completa. Todos os contatos de clientes e parceiros designados da Genesys podem fazer login. O portal Genesys Cloud Product Login permite que você faça login em qualquer um dos produtos na nuvem da Genesys: CX Builder, EchoSystem Manager, Engage: Account Manager, Engage: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder e Social Analytics. A Genesys IVR Personalization Platform permite criar e implementar de maneira rápida e fácil aplicativos para o sistema URA utilizando módulos pré-configurados, e melhorar continuamente seus aplicativos por meio de análises objetivos. A Genesys adquiriu a SpeechStorm no final de 2015, e até que possamos fundir totalmente os nossos programas de parceria, os parceiros da SpeechStorm podem continuar fazendo login no portal da SpeechStorm aqui. O novo e melhorado Consultant Portal é fácil de se usar, é rico em conteúdo e pode ser personalizado para consultores, do jeito que você queria. Tenha acesso a webinários gravados, propostas de modelos, informações do produto, eventos futuros e muito mais. Verifique a frequência de retorno. Novos recursos e melhorias estão sendo adicionados frequentemente, fazendo com que este portal seja um recurso em constante expansão para a comunidade de consultores. Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
h1|Login na Genesys
h3|Planejamento da experiência do cliente Genesys Knowledge Network Cloud Product Login Genesys IVR Personalization Platform (formerly SpeechStorm) SpeechStorm Partner Portal Portal do programa Genesys Consultant Liaison
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore Assistência ao Vivo Assistência ao Vivo
h5|Como podemos te ajudar hoje?
sp|Impacto do COVID-19. +55.11.3197.8004 +55.11.3197.8004 | | |
pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. Solicite una demo Prueba Gratis Diseñe su solución Obtenga una cotización Este es el punto de acceso “todo en uno” a lo que necesita para brindar una mejor experiencia del cliente. Ingrese a la biblioteca con información específica de productos y a los debates en el sitio público, o inicie sesión con sus credenciales personales para acceder a una experiencia completa y personalizada. Los clientes y socios designados de Genesys pueden iniciar sesión. El portal de inicio de sesión para los productos de nube de Genesys le permite ingresar en cualquiera de estos productos: CX Builder, EchoSystem Manager, Engage: Account Manager, Engage: Enterprise Manager, Insight, Mobile Messaging Manager, Mobile Site Builder, y Social Analytics. La plataforma de personalización de IVR permite crear e implementar de manera rápida y fácil aplicaciones de IVR utilizando módulos predefinidos, y mejorar continuamente las aplicaciones mediante herramientas de análisis que facilitan la toma de decisiones. Genesys adquirió SpeechStorm a fines del 2015 y, hasta que logremos fusionar por completo nuestros respectivos programas para socios, los socios de SpeechStorm pueden continuar iniciando sesión en el portal SpeechStorm aquí. El nuevo y mejorado portal del programa Consultant es más fácil de utilizar, le proporciona más contenido y está especialmente diseñado para consultores, tal como lo solicitó. Obtenga acceso a repeticiones de webinars, ejemplos de plantillas de propuesta, información de productos, próximos eventos y mucho más. Visítenos con frecuencia, ya que se agregan continuamente nuevas funciones y mejoras, lo que convierte a este portal en un creciente recurso para la comunidad de asesores. Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
h1|Login en Genesys
h3|Diseño de la CX Genesys Knowledge Network Inicio de sesión para los productos en la nube Plataforma de personalización de IVR de Genesys (anteriormente SpeechStorm) Portal para socios de SpeechStorm Portal del programa Genesys Consultant Liaison
h4|Nuestra tecnología Nuestro enfoque Capacidades Productos La ventaja de Genesys Quiénes somos Podemos ayudarlo Explore Asistencia en vivo Asistencia en vivo
h5|¿Cómo podemos ayudarle hoy?
sp|Impacto del COVID-19. Oficinas Regionales Oficinas Regionales | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisNew virtual and physical events hub. Take part and register today. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. With the continuing changes in the world, the status of the events on this page may evolve. Please check back often. Asia-Pacific CX Transformation Readiness Study 2021 Analyst webinar Search and filter Show past events Show on-demand only Show map Genesys and Google Cloud: Powering the future of customer experience On-demand webinar Genesys และ Google Cloud รวมพลังเพื่อสร้างประสบการณ์ลูกค้าแห่งอนาคต On-demand webinar Genesys dan Google Cloud: Memberdayakan masa depan pengalaman pelanggan. On-demand webinar Build a Resilient CX Ecosystem to Deliver Digital Transformation: A Banking Spotlight On-demand webinar BPOs in Asia-Pacific: Reinventing growth Analyst webinar Employee Engagement for a New Era Genesys webinar AI, automation and voicebots power the contact centre of the future Genesys webinar Digital Service – keeping up in a crisis Genesys webinar CX Priorities for Insurance 4.0 in Asia-Pacific Analyst webinar Stories from the ‘front line’ – Facing unforeseen challenges in the contact centre Customer webinar CX Tales from Navigating the Storm Genesys webinar PAST EVENT 12/10/20 PAST EVENT 12/02/20 Auckland, New Zealand PAST EVENT 11/12/20 Wellington, New Zealand PAST EVENT 10/28-29/20 Virtual PAST EVENT 10/21-22/20 Virtual PAST EVENT 09/10-11/20 Sydney PAST EVENT 08/04-07/20 A four day on-demand event PAST EVENT 07/28/20 Online Event PAST EVENT 07/22/20 Virtual PAST EVENT 07/08-09/20 Online Event - 10 AM SGT PAST EVENT 06/10-18/20 Virtual PAST EVENT 05/20/20 Virtual PAST EVENT 04/08/20 Virtual PAST EVENT 03/26-04/08/20 Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|Events
h2|Deliver mission-critical CX with Cloud & AI
h3|Deliver mission-critical CX with Cloud & AI Asia-Pacific CX Transformation Readiness Study 2021
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore ANZ End of Year Customer Appreciation Party CX Tour Lunch, Auckland CX Tour Lunch Auscontact National Conference 2020 Telstra Vantage 2020 Digital Edge 2020 G-Summit Asia G-Summit Virtual India Virtual G-Summit APAC G.Summit Virtual Asia Australian Public Sector Innovation Show 2020 Virtual Xperience Virtual CX Tour ANZ CX Tour 2020 Live Assistance Live Assistance
h5|How can we help you today?
sp|COVID-19 impact. COVID-19 update: | | |
pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 请参阅下方了解您的活动状态。请定期查看相关信息，我们会陆续不断进行更新。 请注意，Genesys对所参加的一些第三方活动的时间安排不具备操控权。 我们会关注相关事宜以确定我们是否仍旧参加此类活动，并在此页面公布我们的最新状况。 04/22/21 卓越的客服体验 - 金融行业在线研讨会 04/22/21 Genesys webinar Search and filter Show past events Show on-demand only Show map Genesys携手亿迅 - 5G时代视频坐席新体验 Genesys webinar 5G时代下的客户新兴渠道接入及在线视频业务办理 Partner webinar 实况演示，如何提高远程工作质量 Genesys webinar 新基建释放Ai新动能，个性化智能客服显身手 Genesys webinar 在线研讨会 - Genesys携手亿迅支持居家座席，按需租用云方案 Customer webinar PAST EVENT 10/29-30/20 Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
h1|活动
h3|客户体验蓝图 由于 2019 新型冠状病毒肺炎，我们的时间安排将会有所更改。 卓越的客服体验 - 金融行业在线研讨会
h4|我们的技术 我们的方法 性能 产品 Genesys 的优势 关于我们 我们可以为您提供帮助 浏览 CX TOUR 体验即服务，顺势则功成 现场协助 现场协助
h5|今天我们如何为您提供帮助？
sp|2019 新型冠状病毒肺炎影响。 +86 10 6580 0586 +1.888.436.3797 | | |
pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
h3|客户体验蓝图
h4|我们的技术 我们的方法 性能 产品 Genesys 的优势 关于我们 我们可以为您提供帮助 浏览 现场协助 现场协助
h5|今天我们如何为您提供帮助？
sp|2019 新型冠状病毒肺炎影响。 +86 10 6580 0586 +1.888.436.3797 | | |
pa|이벤트 상태는 아래를 참조하십시오. 수시로 상태를 업데이트하므로 자주 확인해 주십시오. Genesys는 당사에서 일정을 조정이 불가능한 타사 이벤트에 참가하는 점을 참고 부탁드립니다. 현재 참가 여부와 관련해 상황을 예의주시하고 있으며, 본 페이지에 당사의 결정을 업데이트 하겠습니다. 04/21-22/21 Genesys Cloud와 Salesforce의 통합을 통한 상담사 및 고객 경험 향상 방안 04/21-22/21 Customer webinar Search and filter Show past events Show on-demand only Show map [Genesys Cloud 웨비나 시리즈 1탄] Genesys Cloud 무엇이든 물어보세요! On-demand webinar 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 On-demand webinar Genesys®는 매년 100여 개국의 기업들에 700억 건 이상의 탁월한 고객 경험을 제공하고 있습니다. Genesys의 기술은 클라우드와 AI를 활용하여 마케팅, 영업 및 서비스 전반에 걸쳐 모든 고객의 순간을 연결함과 동시에 직원 경험을 향상시킵니다. Genesys는 모든 규모의 기업들이 진정한 개인화 서비스를 제공할 수 있고, 진심을 다해 소통하며, 고객의 신뢰와 충성도를 높일 수 있도록 서비스로서의 경험(Experience as a Service℠)을 선도하였습니다. 이는 빠른 혁신과 확장성, 유연성을 위해 설계된 올인원 솔루션이자 세계 시장을 선도하는 퍼블릭 클라우드 컨택센터 플랫폼, Genesys Cloud™를 통해 가능합니다. Copyright © 2021 Genesys. All rights reserved.
h1|이벤트
h3|코로나바이러스(COVID-19)의 영향으로 일정이 변경되었습니다. Genesys Cloud와 Salesforce의 통합을 통한 상담사 및 고객 경험 향상 방안
h4|라이브 지원 라이브 지원
h5|오늘 무엇을 도와 드릴까요?
sp|코로나19 사태 +82.2.2056.9600 +82.2.2056.9600 | | |
pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Unten finden Sie den Status Ihrer Veranstaltung. Bitte informieren Sie sich regelmäßig, da wir die neuesten Änderungen hier bekanntgeben. Bitte beachten Sie, dass Genesys an einigen Veranstaltungen von Drittanbietern teilnimmt, über deren Zeitpläne wir keine Kontrolle haben. Wir behalten diese im Auge, um zu entscheiden, ob wir teilnehmen werden, und vermerken unseren Status auf dieser Seite. VIRTUELL 04/20/21 Genesys Cloud TV 04/20/21 Virtual Search and filter Show past events Show on-demand only Show map Webinar mit der Computerwoche On-demand webinar Webinar zum Contact Center-Leitfaden für Käufer 2021 Analyst webinar Warum Unternehmen, die CCaaS einführen, bei der CX die Nase vorn haben On-demand webinar Webinar mit IT-Management.today: Zukunftssicher positionieren - welche CX-Technologie-Investitionen sich jetzt lohnen On-demand webinar Genesys Cloud TV: Auf der Suche nach dem Glücksmoment – Expedition Kundenservice On-demand webinar Genesys Cloud TV: Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice On-demand webinar PAST EVENT 05/20/20 Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
h1|Events
h3|CX-Blueprint Genesys Tour Unser Zeitplan wurde aufgrund von COVID-19 geändert. Genesys Cloud TV
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Virtual Xperience Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 +49 (0)69-951066355 | | | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresNew virtual and physical events hub. Take part and register today. With the continuing changes in the world, the status of the events on this page may evolve. Please check back often. VIRTUAL 04/14/21 Genesys Virtual G-summit Nordic & Baltic 2021 04/14/21 Virtual Search and filter Show past events Show on-demand only Show map FEATURED Channel Surfing: Mastering Digital Channels for your business 04/14-15/21 Genesys webinar Transforming CX in utilities – personalisation at speed 04/22/21 Partner webinar CX Exchange for Telecoms 2021 04/27-28/21 Virtual Exchange CX Exchange for Retail 2021 07/06-07/21 Virtual Exchange Meeting the needs of tomorrow’s customers Partner webinar Live Q&A: Pains and gains of moving your contact centre to the cloud Genesys webinar The Future of AI in Customer Service: On-demand Webinar Analyst webinar Why companies adopting CCaaS are winning the CX battle Analyst webinar CCW Middle-East: On-demand Webinar Analyst webinar Maintaining Confidence With Your Customers & Citizens Best Practice webinar IDC Nordic Analyst Perspective: Customer Experience drives tomorrow’s business On-demand webinar The new normal: Redefining business continuity Analyst webinar Genesys Cloud Live Demo: How to Engage, Equip and Empower Your Team for Customer Experience Success Demo webinar Genesys Cloud: Your first line of defence against customer support volatility Demo webinar Redefining Business Continuity - A focus on the Middle East On-demand webinar Business continuity - is your contact centre ready for remote working? Genesys webinar PAST EVENT 03/23-24/21 Virtual Exchange PAST EVENT 11/16-17/20 London PAST EVENT 05/20/20 Virtual Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|Events
h3|Get real-world CX survival secrets Genesys Virtual G-summit Nordic & Baltic 2021
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore CX Exchange BFSI 2021 Contact Centre & Customer Services Summit 2020 Virtual Xperience Live Assistance Live Assistance
h5|How can we help you today?
sp|COVID-19 impact. +44 1276 457000 COVID-19 update: +44 1276 457000 | | |
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Retrouvez ci-dessous le statut de votre événement. Nous vous invitons à consulter cette page aussi souvent que possible, car elle fera l’objet de mises à jour régulières. Veuillez noter que Genesys participe à certains événements tiers, pour lesquels nous n’avons aucun contrôle sur le calendrier. Nous surveillons l’évolution de la situation de près afin de déterminer si nous maintenons notre participation, nous vous tiendrons informés sur cette page. 01/28-04/30/21 AGORA-live 01/28-04/30/21 Search and filter Show past events Show on-demand only Show map CX INSIDE 02/04-04/30/21 Les jeudis du Cloud 2021 : webinaire découverte sur Genesys Cloud 04/01-07/31/21 Virtual CX Inspire 2021 04/15/21 Conférence digitale Salon Stratégie clients 2021 06/22-24/21 Webinaire « Guide d'achat d'un centre de contact 2021 » Analyst webinar Space CX : pour des collaborateurs sans frontières On-demand webinar Contact Center as a Service : le cloud comme accélérateur de l’expérience client et collaborateur On-demand webinar Comment améliorer la productivité et le ROI des services clients ? On-demand webinar Hyper-personnalisation des conversations : comment recréer du lien avec les clients ? On-demand webinar Pourquoi les entreprises qui adoptent le CCaaS gagnent la bataille de la CX ! Analyst webinar Transformation des environnements de travail et des parcours agents : impacts du télétravail, home office et de la mobilité On-demand webinar IA, Bots et Self-services : Comment faire les bons choix en reprise d'activités ? On-demand webinar Les 3 piliers du cloud : applications, données, infrastructure On-demand webinar Journées digitales de l'expérience client On-demand webinar Relation client : Comment rendre un bot intelligent ? On-demand webinar Home office, télétravail, mobilité des agents : comment gérer les impacts de production dans les centres de contacts ? Customer webinar 9 avril : Intégration des réseaux sociaux et du messaging conversationnel dans une relation client Best Practice webinar PAST EVENT 02/04/21 REPLAY PAST EVENT 01/28-29/21 Session virtuelle PAST EVENT 11/19-12/17/20 Virtual PAST EVENT 05/20/20 Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
h1|Événements
h3|Plan expérience client Notre calendrier a changé en raison de l’épidémie de coronavirus COVID-19. AGORA-live
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer CX INSIDE AGORA LIVE EXPÉRIENCE CLIENT Les jeudis du Cloud 2020 : webinaire découverte sur Genesys Cloud Virtual Xperience Assistance en direct Assistance en direct
h5|Que peut-on faire pour vous aider aujourd'hui?
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 +33 (0)1 41 10 17 17 | | |
pa|Di seguito è riportato lo stato del tuo evento. Torna spesso su questa pagina, poiché viene aggiornata costantemente. Genesys partecipa ad alcuni eventi di terze parti, la cui programmazione è fuori dal nostro controllo. Stiamo monitorandoli per determinare se parteciperemo o meno, e le relative informazioni verranno qui indicate. IL FUTURO DEL CONTACT CENTER COME L’INTELLIGENZA ARTIFICIALE STA CAMBIANDO IL RAPPORTO AZIENDA-CLIENTE On-demand webinar Search and filter Show past events Show on-demand only Show map Experience as a Service, la nuova frontiera del Contact Management Partner webinar Migration to the Cloud: from Call Centre to Experience as a Service. Partner webinar Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Analyst webinar Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Analyst webinar Libera la potenza trasformativa dell’AI per i contact center Analyst webinar PAST EVENT 20/05/2020 Virtual Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
h1|Eventi
h3|La nostra programmazione è cambiata a causa del COVID-19. IL FUTURO DEL CONTACT CENTER COME L’INTELLIGENZA ARTIFICIALE STA CAMBIANDO IL RAPPORTO AZIENDA-CLIENTE
h4|Virtual Xperience Assistenza dal vivo Assistenza dal vivo
h5|Come possiamo aiutarvi oggi?
sp|Impatto del COVID-19. +39.039.225.0400 +39.039.225.0457 | | |
pa|Bekijk hieronder de status van uw event. We blijven de informatie updaten, controleer deze pagina daarom regelmatig. Let op: Genesys neemt deel aan een aantal events van derden waar we geen invloed hebben op de planning. Wij gaan nog bepalen of we zullen deelnemen aan deze events en zullen de status op deze pagina bijhouden. Computerworld: Customer, The Day After Tomorrow On-demand webinar Search and filter Show past events Show on-demand only Show map PAST EVENT 11/02/20 Amsterdam, Netherlands PAST EVENT 10/27/20 Rotterdam, Netherlands PAST EVENT 09/22/20 Kamerik, Netherlands PAST EVENT 09/03/20 Apeldoorn, Netherlands PAST EVENT 09/01/20 Utrecht, Netherlands PAST EVENT 09/01/20 Utrecht, Netherlands Genesys® verzorgt jaarlijks meer dan 70 miljard opmerkelijke klantervaringen voor organisaties in meer dan 100 landen. Dankzij de kracht van de cloud en AI verbindt onze technologie elk klantmoment via alle marketing-, sales- en servicekanalen en wordt tegelijkertijd de ervaring van medewerkers verbeterd. Genesys is de pionier in Experiences as a Service℠, waarmee organisaties van elke grootte echte personalisatie op schaal kunnen bieden, klanten met empathie kunnen benaderen en het vertrouwen en de loyaliteit van klanten kunnen vergroten. Dit wordt mogelijk gemaakt door Genesys Cloud™, een all-in-one oplossing en het wereldwijd toonaangevende, openbare cloudgebaseerde contactcenterplatform dat is ontworpen voor snelle innovatie, schaalbaarheid en flexibiliteit. Copyright © 2021 Alle rechten voorbehouden.
h1|Events
h3|Ons schema is gewijzigd als gevolg van COVID-19. Computerworld: Customer, The Day After Tomorrow
h4|Emerce Ecommerce live 27 May / Amsterdam Customer Forum 27th of October / Rotterdam Customer First Congres 22 September / Kamerik Digital Transformation Congres 3 Jun / Apeldoorn NIMA Day 1st of September / Utrecht AI voor Finance event 7 Apr / Utrecht Live Assistance Live Assistance
h5|Hoe kunnen we u vandaag helpen?
sp|Impact van COVID-19. +31 20 650 0000 +31 20 650 0000 | | |
pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Confira o status de seu evento abaixo. Continuaremos fazendo atualizações. Verifique os status com frequência. A Genesys participa de eventos de terceiros cujas programações não são controladas por nós. Estamos atentos a fim de determinar nossa participação. Os status desses eventos serão atualizados nesta página. 24/03-30/04/2021 Experience Lab: O Futuro Mais Humano do Trabalho 24/03-30/04/2021 Search and filter Show past events Show on-demand only Show map Conecte os pontos com Genesys e Adobe On-demand webinar O Pix Chegou . Aprenda promover a personalização em massa Analyst webinar Omnichannel pela Ótica da Transformação Digital Analyst webinar O Poder do Omnichannel: Como Transformar a Experiência do Atendimento ao Cliente Analyst webinar O Setor Financeiro e os Novos Desafios do Mercado Genesys webinar Como Endereçar Os Desafios Da Crise E Melhorar A Experiência De Atendimento Com Soluções Digitais Eficazes On-demand webinar Autosserviço e canais digitais no mercado de energia Genesys webinar Genesys Demo Series On-demand webinar evento passado 25-27/08/2020 Online evento passado 20/05/2020 Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
h1|Eventos
h3|Planejamento da experiência do cliente Nossa programação foi alterada devido ao COVID-19. Experience Lab: O Futuro Mais Humano do Trabalho
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore Virtual G-Summit LATAM (Portuguese) Virtual Xperience Assistência ao Vivo Assistência ao Vivo
h5|Como podemos te ajudar hoje?
sp|Impacto do COVID-19. +55.11.3197.8004 +55.11.3197.8004 | | |
pa|ФАКТОРЫ УСПЕШНОГО ВЫБОРА КОНТАКТ-ЦЕНТРА On-demand webinar Каждый год Genesys® помогает компаниям эффективно обрабатывать более 70 миллиардов взаимодействий с клиентами в более чем 100 странах. Благодаря мощным облачным технологиям и искусственному интеллекту наши решения обеспечивают согласованное взаимодействие отделов обслуживания клиентов, маркетинга и продаж с клиентами по всем каналам, в то же время повышая эффективность работы сотрудников. Genesys стала первой компанией, предлагающей модель Experiences as a Service℠, чтобы организации любого размера могли осуществлять персонализированное обслуживание с возможностью масштабирования, понимая требования клиентов и повышая их лояльность. Это достигается благодаря универсальному решению Genesys Cloud™ — облачной платформе для обслуживания клиентов, обеспечивающей быстрое внедрение инноваций, масштабируемость и гибкость. © Genesys, 2020 г. Все права защищены.
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pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. Consulte abajo acerca del estado de su evento. Ingrese en esta sección con frecuencia, ya que estamos publicando información de manera continua. Tenga en cuenta que Genesys participa en algunos eventos de otras empresas, cuyas programaciones están fuera de nuestro control. Estamos supervisando y siguiendo de cerca estos eventos en forma permanente para decidir si participaremos en ellos o no, y se lo informaremos en esta página. S1 Ep. 1 El Poder de las posibilidades: El primer CX Cloud Marketplace Podcast Search and filter Show past events Show on-demand only Show map Conecta los puntos con Genesys y Adobe On-demand webinar Poderes Super-Humanos para tu CRM Demo webinar La experiencia del asociado y su impacto en los resultados cooperativos Partner webinar Unite a Genesys Wine Testing: Conectando Momentos Partner webinar CX Virtual Tour LATAM - Creando un Centro de Experiencia en 45 minutos Demo webinar Los titanes de CX a la mesa Genesys webinar LATAM Virtual Partner Conference & Awards Genesys webinar Creatividad, disrupción e innovación ante los retos de la Educación Genesys webinar ¿Por qué las empresas que adoptan CCaaS están liderando la Experiencia de Cliente? Analyst webinar Innovación en la gestión de Experiencias: Cómo utilizar la Inteligencia Artificial para mejorar el CX en el mercado Farmacéutico Partner webinar La Experiencia del Paciente Digital Genesys webinar La Revolución de los canales en el sector Retail Analyst webinar Responder, Reiniciar y Crecer: El tridente ideal para ganar durante una crisis. Argentina Genesys webinar Experiencia del cliente y eficiencia operativa: AI en el Contact Center Genesys webinar El retail después de la pandemia ¿Boom o fracaso? Partner webinar CX + IA: Transformando el relacionamiento para nuevas realidades Partner webinar Cómo maximizar las ventas en el mundo omnicanal Partner webinar Experiencia del paciente: Humanización, personalización y empatía Genesys webinar Responder, Reiniciar y Crecer: El tridente ideal para ganar durante una crisis Genesys webinar Uniendo fuerzas para enfrentar la nueva normalidad Genesys webinar Gestión exitosa del cliente frente a una nueva realidad Genesys webinar Trasladando un Contact Center a operaciones remotas Genesys webinar Post-COVID19: La transformación de la experiencia del comprador en línea y la entrega de sus productos y servicios Genesys webinar Mitos y realidades sobre la regulación en México. Servicios en Nube. Parte 2 Genesys webinar La Uberización del contacto con el cliente 2.0 Genesys webinar Relación digital, la nueva "norma” para los servicios de seguros Genesys webinar Mitos y realidades sobre la regulación en México. Servicios en Nube Parte 1 Genesys webinar La Uberización del contacto con el cliente Genesys webinar evento pasado 11/25/20 evento pasado 08/25-27/20 Online evento pasado 05/20/20 evento pasado 04/22-24/20 Miami, FL Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
h1|Eventos
h3|Diseño de la CX Nuestra programación ha cambiado debido al COVID-19. S1 Ep. 1 El Poder de las posibilidades: El primer CX Cloud Marketplace
h4|Nuestra tecnología Nuestro enfoque Capacidades Productos La ventaja de Genesys Quiénes somos Podemos ayudarlo Explore CX Virtual Tour LATAM Virtual G-Summit LATAM (Spanish) Virtual Xperience Fintech Americas 2020 Asistencia en vivo Asistencia en vivo
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pa|07/30/2020 12:00 pm Take the opportunity to ask questions, however big or small the topic may be. These sessions are designed to be hands on and informative. Oops! We have your personal email. Please use this Zoom link to join the customer forum with Principal Tony Graczyk, Asst Director of Engagement Center WFM at Principal will share about Principal’s migration to Genesys Cloud from an aging legacy platform, and how the technology enabled true skills-based routing and an omnichannel vision they weren’t able to support with the previous solution. As one of our larger Genesys Cloud customers, Principal can share insights about scaling, implementation best practices, and adjusting to a WFH environment. Bring your questions!” With more than 15 years working in workforce planning operations, Tony has continually pushes himself and his team towards the leading edge of identification and implementation of best practices for their planning processes and for agents in their centers Stay connected:
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h3|Hear customer stories directly from our customers in this new series Customer Reference Forums Tony Graczyk
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pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisMaking change happen — one person at a time Request a demo Request a quote Design your solution Contact us Spanning over 100 countries, we cover a lot of ground. Maybe one day we’ll get Antarctica, but until then we have the other continents covered. Genesys employees work together to create the best customer experiences. Invent the future of customer experience with a global team that believes in integrity, giving your best and supporting each other to achieve work and personal goals. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|Genesys is committed to diversity, equity and inclusion
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h3|Deliver mission-critical CX with Cloud & AI 4.3 Glassdoor rating
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore
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pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisOur flexible pricing is designed with you in mind — just like our award-winning call centre software Speech-enabled IVR Voicebots Chatbots Unlimited chat and email routing Co-browse and screenshare SMS and messaging apps routing Inbound Voice Routing Voicemail Callback (IVR & web) Basic outbound campaigns Advanced outbound campaigns Inbound / outbound blending Unified communications Interaction recording Screen recording Quality management and compliance Workforce management Access to AppFoundry marketplace Platform APIs Real-time and historical views Historical reporting Performance dashboards Best for predictable agent staffing at the best available price. Best for contact centres with part-time agents or frequent usage spikes Best for brands with agents across multiple shifts and multiple peak times in a 24-hour period. Just say the word—we’ll reach out to talk through the options and find the best fit for you. Oops! We have your personal email. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
di|Currency Prices listed are per named user, billed annually.
li|Inbound & outbound voice IVR minutes, data storage, API requests Includes Genesys Cloud 1 + Unlimited email & chat AI-powered customer engagement Extra IVR minutes, data storage, API requests Includes Genesys Cloud 1 & 2 + SMS & messaging app routing Workforce engagement management Maximum IVR minutes, data storage, API requests
st|Solve customer problems faster More channels, more success Unlimited channel surfing Pay for logged in user Pay for time used by logged in users Pay for simultaneous users
h1|Pick the perfect plan for your business
h3|Deliver mission-critical CX with Cloud & AI Genesys Cloud 1 Genesys Cloud 2 Genesys Cloud 3 Plan Comparison Check out Genesys Cloud plan options to select which best fits your business needs We’re here to help.
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Have a question? Explore our easy to use Self Service Digital Inbound Outbound Workforce Integrations Insights Named user By the hour pricing Concurrent pricing Live Assistance Live Assistance
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sp|COVID-19 impact. Talk to sales → Talk to sales → Talk to sales → Welcome back By providing your information, you agree to our . | | |
pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 Genesys 客户体验软件可帮助各种规模的公司始终铭记、倾听和理解客户意见，给客户留下良好印象。 需要演示 获得免费试用 联络我们 ROI calculator 切身理解和尊重是加强员工、客户和社区关系的基石。 在客户每次与您联系时，始终铭记、倾听和理解客户意见，给客户留下良好印象。 We’re the right partner, with the solutions and programs that help you adapt to continuing change. 我们的团队遍布全球，士气澎湃，每天都在致力于重塑客户体验。 携手秉承诚信原则、不遗余力地相互支持彼此的全球团队，助您实现工作目标和个人目标，打造优质客户体验，开创美好未来。 我们秉承“指路明灯”价值观，切身理解员工、客户和更为广泛的民众的需求。无论您是直接认识我们，还是只是知道您获得过我们提供的客户服务并倍加满意，你们每个人都是我们社区的重要组成部分。 Tiina Hörkkö 赫尔辛基热线服务负责人 赫尔辛基市 Adam David 联络中心运营副总裁 WGU 全球影响力 由 11,000 多位客户提供的卓越体验 Genesys 员工齐心协力打造最佳客户体验 在 期间联系我们或找到离您最近的办事处。 Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
di|我们携手 Genesys 推出的赫尔辛基热线服务已取得了令人惊叹的效果。在短短几天内，我们就推出了功能齐全的联络中心，并对包括众多不同背景的公民志愿者在内的整个团队进行了培训。 我们希望每一位学生都能感受到他们的学习体验是为他们量身打造的。Genesys Cloud 为我们提供了实现这一目的的完美平台。
h1|携手 Genesys，让每一刻都有意义
h2|Genesys 实现时刻贯通 在这里找到您的一席之地 实现变革 – 一次一人 倾听客户意见 Genesys 的员工遍布六个大洲 100 多个国家/地区，因此您在附近就可以找到我们 在您的社区内加入我们的社区
h3|客户体验蓝图
h4|我们的技术 我们的方法 性能 产品 Genesys 的优势 关于我们 我们可以为您提供帮助 浏览 切身理解客户并尊重客户 您有史以来最好的客户体验 适合新常态的正确解决方案 您有史以来做的最棒的事情 4.3 Glassdoor 评分 700 亿+ 5,000+
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pa|ジェネシスのコールセンタープラットフォームは、迅速なイノベーションを可能にし、あらゆる業界や企業規模に対応します。 ジェネシスは常にイノベーションを行っています。カスタマーエクスペリエンスおよび従業員エクスペリエンスの最新情報をご覧ください。 ジェネシスのソリューションが現代のセキュリティー基準以上を達成する方法をご確認ください。 当社のAppFoundryマーケットプレイスから、機能と価値を素早く追加できます。 APIを直接使用せずに機能を拡張できます。プログラミングは必要ありません。 クラウドからクラウドへのシームレスな移行に必要なツールについては、専門の担当者がご対応します。 豊富な経験、専門知識、パーソナライズされたプランにより、スムーズなクラウド移行を実現します。 ジェネシスによるエクスペリエンスをさらに向上させましょう。何が実現できるかをご確認ください。 卓越したカスタマーエクスペリエンスを容易に実現するソフトウェアを使用して、コールセンターを運営しましょう。 Genesys AIを使用して、CXのレベルをスケールアップさせ、貴社のコンタクトセンターのクオリティを向上させましょう。 アプリや連携機能を活用してカスタム・コールセンターを構築できます。 顧客が希望するメッセージングアプリで会話を継続します。 卓越した自動化により、24時間年中無休のセルフサービスサポートを顧客に提供できます。 自然言語理解を備えた、優れたボットにより、スマートなセルフサービスを実現します。 貴社Webサイトでライブチャット機能により会話を開始、リアルタイムに問題を解決します。 プレディクティブルーティングでは、データを有効活用します。 シームレスなオール・イン・ワンのコールセンターソリューションにより、緊密に連携したエクスペリエンスを可能にします。 競争力に優れたカスタマーエクスペリエンスとデジタル変革をあらゆる規模で実現します。 Genesys製品を導入した企業の改善点をご覧いただけます ヘッドセットを付けたヒーローを生み出しましょう。オペレーターは基準を超えたサービスを提供します。 継続的な学習とイノベーションがカスタマーエクスペリエンスの専門家コミュニティーを構築します。 共感に基づいたCXの構築—信頼とロイヤルティーを形成するために。 ジェネシスのコールセンターおよびカスタマーエクスペリエンスに関する各種ソリューションが、いかにビジネスの成功に役立ってきたかをご確認ください。 最適なジェネシスのパートナー会社を見つけるか、パートナーネットワークにご参加ください。企業が目標を達成するお手伝いをします。 ジェネシスが世界中の11,000社もの企業から信頼されている理由をご確認ください。 良質なCXを構築する方法をご覧になれます 顧客が望む場所でサービスを提供し、生産性の高いカスタマージャーニーへと導く方法をご確認ください。 サポート業務は素晴らしい仕事です。サポートチーム全体の能力を向上させる方法をご確認ください。 カスタマーエクスペリエンスのテクノロジーを最大限に活用して、目標を達成し、顧客を満足させましょう 販売、マーケティング、サポートにおけるアプローチを連携させて、顧客を獲得し維持しましょう。 ジェネシス製品によりCXを改善された事例を多数ご紹介します カスタマーエクスペリエンスを改善し、お客様との絆を強める方法をご紹介します。 ジェネシス・ジャパンの最新ニュース、プレスリリースをお届けします データに基づく顧客や従業員の最新動向や、業界のキーパーソンから寄せられたインサイトなどをご紹介します。 デモをリクエスト 導入事例 お問い合わせ Webセミナー ジェネシスは、毎年数百億を超える高品質なカスタマーエクスペリエンスの実現をサポートし、 クラウドでも、オンプレミスでも、コンタクトセンター・ソリューションのリーダー的存在と多くのアナリストから認知されています。 業界をリードする先進のプラットフォームは、テクノロジーと人間の思考を融合させ、時代の変化にも柔軟に対応。 貴社と顧客を瞬時につないで優れたカスタマーリレーションを創造するとともに、 従業員とのエンゲージを深め、ビジネスの発展に不可欠な卓越したエクスペリエンスをもたらします。 ジェネシスのソリューションは、それぞれの顧客の意図や履歴、嗜好を認識し、とるべき最善のアクションを明確にします。これによって、シームレスで一貫したカスタマーエクスペリエンスを実現し、顧客満足度を向上。さらには、収益や利益のアップにつなげます。 優れたカスタマーエクスペリエンスを実現するための最も重要なリソースである従業員に、問題を解決する力、疑問に回答する力、顧客を満足させる力を提供します。仕事が効果的に実行できることにより、従業員の維持と満足度の向上、さらに顧客との強い関係を築きます。 他社との差別化につながるカスタマーエクスペリエンスを実現するため、ビジネス全体でのプロセスを最適化します。スムーズなタスクとコストの削減、顧客ロイヤルティを高めるパソーナライズされた経験の提供が、貴社のビジネスのさらなる発展に貢献します。 ジェネシスの主力製品、Genesys Cloudのソリューションをまとめた資料をご用意しています。 会社名 ジェネシスクラウドサービス株式会社 代表取締役社長 ポール・伊藤・リッチー 設立 1997年5月 事業内容 CX及びコール/コンタクトセンターソフトウェア・ソリューション、クラウドサービスの提供、保守及びコンサルティング 所在地 東京オフィス： 〒105-6923 東京都港区虎ノ門 4-1-1 神谷町トラストタワー23F WeWork内 大阪オフィス 〒530-0002 大阪府大阪市北区曽根崎新地1-13−22 御堂筋フロンティア WeWork内 世界各国のオフィス 会社名 Genesys Telecommunications Laboratories, Inc. CEO トニー・ベイツ 創業 1990年 US本社 アメリカ・カリフォルニア州デイリーシティ 従業員数 世界5.000人以上 導入実績 世界120カ国13,000社 主要株主 Permira, TCV, BANNEKER PARTNERS, HELLMAN & FRIEDMAN URL https://www.genesys.com/ 販売パートナーは、ジェネシスのソリューションを提供するための専門知識、テクノロジー、サービス、サポート体制を備えたプロフェッショナル集団です。 ジェネシスは、「Glassdoor Employee Choice」を受賞し、San Francisco Business Times/Silicon Valley Business Journalの「Top 25 Best Place to Work（働きがいのある職場トップ25）」、「SBI 10 Best Companies to Sell For」にも選出された会社です。あなたの能力を、ジェネシスで存分に発揮してみませんか。 Genesys Cloudについての詳細や、導入・運用・料金などについてご質問など、 あらゆるお問い合わせにお答えします。お気軽にご相談ください。 ジェネシスは世界100カ国以上において、毎年700億件以上の卓越したカスタマーエクスペリエンスを支えています。クラウドとAIのパワーを通じて、ジェネシスのテクノロジーはマーケティング、セールス、サービスのすべてのチャネルにおけるカスタマーモーメントをつなぐとともに、従業員の体験も改善します。ジェネシスはExperience as a Service のパイオニアとして、すべての企業が規模を問わず真のパーソナライゼーションを大規模に実現し、共感を持ってかかわり、信頼とロイヤリティを育むことができるように取り組んでいます。これを実現するGenesys Cloudは、パブリック・クラウド・コールセンター・プラットフォームを世界でリードするオールイン・ワン・ソリューションとして、迅速なイノベーション、スケーラビリティ、柔軟性を提供します。 Copyright © 2021 Genesys. All rights reserved.
h1|ジェネシスクラウドサービス 会社概要
h2|ジェネシスのソリューションがもたらす価値：
h3|CX設計ツール： ジェネシスの次世代ソリューションが、新世代の顧客を獲得するサポートをいたします 卓越したカスタマーリレーションを構築 従業員とのエンゲージメントを向上 貴社のビジネスを差別化 ジェネシスの製品資料をご覧ください。 会社概要 採用情報 関連情報 お問い合わせはこちら
h4|ジェネシスのテクノロジー ジェネシスのアプローチ 機能 製品 ジェネシスの優位性 ジェネシスのご紹介 課題により資料が検索できます メニュー 販売パートナーについて
sp|新型コロナウイルス感染症（COVID-19）による影響。 +03-5989-1300 +03-5989-1300 | | |
bo|US 本社について ジェネシスのチームの一員になりませんか。
pa|ジェネシスのコールセンタープラットフォームは、迅速なイノベーションを可能にし、あらゆる業界や企業規模に対応します。 ジェネシスは常にイノベーションを行っています。カスタマーエクスペリエンスおよび従業員エクスペリエンスの最新情報をご覧ください。 ジェネシスのソリューションが現代のセキュリティー基準以上を達成する方法をご確認ください。 当社のAppFoundryマーケットプレイスから、機能と価値を素早く追加できます。 APIを直接使用せずに機能を拡張できます。プログラミングは必要ありません。 クラウドからクラウドへのシームレスな移行に必要なツールについては、専門の担当者がご対応します。 豊富な経験、専門知識、パーソナライズされたプランにより、スムーズなクラウド移行を実現します。 ジェネシスによるエクスペリエンスをさらに向上させましょう。何が実現できるかをご確認ください。 卓越したカスタマーエクスペリエンスを容易に実現するソフトウェアを使用して、コールセンターを運営しましょう。 Genesys AIを使用して、CXのレベルをスケールアップさせ、貴社のコンタクトセンターのクオリティを向上させましょう。 アプリや連携機能を活用してカスタム・コールセンターを構築できます。 顧客が希望するメッセージングアプリで会話を継続します。 卓越した自動化により、24時間年中無休のセルフサービスサポートを顧客に提供できます。 自然言語理解を備えた、優れたボットにより、スマートなセルフサービスを実現します。 貴社Webサイトでライブチャット機能により会話を開始、リアルタイムに問題を解決します。 プレディクティブルーティングでは、データを有効活用します。 シームレスなオール・イン・ワンのコールセンターソリューションにより、緊密に連携したエクスペリエンスを可能にします。 競争力に優れたカスタマーエクスペリエンスとデジタル変革をあらゆる規模で実現します。 Genesys製品を導入した企業の改善点をご覧いただけます ヘッドセットを付けたヒーローを生み出しましょう。オペレーターは基準を超えたサービスを提供します。 継続的な学習とイノベーションがカスタマーエクスペリエンスの専門家コミュニティーを構築します。 共感に基づいたCXの構築—信頼とロイヤルティーを形成するために。 ジェネシスのコールセンターおよびカスタマーエクスペリエンスに関する各種ソリューションが、いかにビジネスの成功に役立ってきたかをご確認ください。 最適なジェネシスのパートナー会社を見つけるか、パートナーネットワークにご参加ください。企業が目標を達成するお手伝いをします。 ジェネシスが世界中の11,000社もの企業から信頼されている理由をご確認ください。 良質なCXを構築する方法をご覧になれます 顧客が望む場所でサービスを提供し、生産性の高いカスタマージャーニーへと導く方法をご確認ください。 サポート業務は素晴らしい仕事です。サポートチーム全体の能力を向上させる方法をご確認ください。 カスタマーエクスペリエンスのテクノロジーを最大限に活用して、目標を達成し、顧客を満足させましょう 販売、マーケティング、サポートにおけるアプローチを連携させて、顧客を獲得し維持しましょう。 ジェネシス製品によりCXを改善された事例を多数ご紹介します カスタマーエクスペリエンスを改善し、お客様との絆を強める方法をご紹介します。 ジェネシス・ジャパンの最新ニュース、プレスリリースをお届けします データに基づく顧客や従業員の最新動向や、業界のキーパーソンから寄せられたインサイトなどをご紹介します。 当社の柔軟な価格は、ご利用される企業を念頭に設定しています 通貨 音声対応IVR 音声ボット連携 チャットボット連携 無制限のチャットおよびメールルーティング コブラウジングと画面共有 SMSとメッセージングアプリのルーティング インバウンドの音声ルーティング ボイスメールACD コールバック予約（IVRおよびWeb） 基本的なアウトバウンドキャンペーン 高度なアウトバウンドキャンペーン インバウンドとアウトバウンドのブレンディング ユニファイドコミュニケーション インタラクションのレコーディング 画面のレコーディング 品質評価 人員管理/ワークフォースマネジメント AppFoundryマーケットプレイスへのアクセス プラットフォームAPI アクティビティおよびパフォーマンスビューの閲覧 ヒストリカルレポートの閲覧 パフォーマンスダッシュボード エージェント配置の柔軟性とコストパフォーマンスのバランスに優れるプランです。 パートタイムや派遣のエージェントさんがおり、頻繁に使用頻度が高くなる企業様に向いています。 24時間体制で、複数パターンのシフトにて、且つピークタイムが多い企業様に向いています。 ご要望をお知らせください。オプションについてご説明し、最適なプランをご提案いたします。 プライベートメールアドレスでの登録はできません ジェネシスは世界100カ国以上において、毎年700億件以上の卓越したカスタマーエクスペリエンスを支えています。クラウドとAIのパワーを通じて、ジェネシスのテクノロジーはマーケティング、セールス、サービスのすべてのチャネルにおけるカスタマーモーメントをつなぐとともに、従業員の体験も改善します。ジェネシスはExperience as a Service のパイオニアとして、すべての企業が規模を問わず真のパーソナライゼーションを大規模に実現し、共感を持ってかかわり、信頼とロイヤリティを育むことができるように取り組んでいます。これを実現するGenesys Cloudは、パブリック・クラウド・コールセンター・プラットフォームを世界でリードするオールイン・ワン・ソリューションとして、迅速なイノベーション、スケーラビリティ、柔軟性を提供します。 Copyright © 2021 Genesys. All rights reserved.
li|インバウンドおよびアウトバウンド通話 自動音声応答装置（IVR）、データストレージ、APIリクエスト Genesys Cloud 1が含まれます 無制限のメールおよびチャット Aiを活用したカスタマーエンゲージメント 自動音声応答装置（IVR）、データストレージ、APIリクエスト Genesys Cloud 1および2が含まれます SMSおよびメッセージングアプリのルーティング ワークフォースエンゲージメントの管理 自動音声応答装置（IVR）、データストレージ、APIリクエスト
st|掲載価格は、指定ユーザー1人あたりの年払いの価格です。 お客様の問題を素早く解決します より多くのチャネルにより成果を促進します 無制限のチャネルサーフィン ログインユーザー数に基づくお支払い ログインユーザーの利用時間に基づくお支払い 同時利用ユーザー数に基づくお支払い
h1|自社のビジネスに最適なプランをご選択ください
h3|CX設計ツール： Genesys Cloud 1 Genesys Cloud 2 Genesys Cloud 3 プランの比較 以下のGenesys Cloud価格プランから、ビジネスニーズに最適なプランをお選びください ジェネシスがお手伝いいたします。
h4|ジェネシスのテクノロジー ジェネシスのアプローチ 機能 製品 ジェネシスの優位性 ジェネシスのご紹介 課題により資料が検索できます メニュー セルフサービス デジタル インバウンド アウトバウンド ワークフォース 統合 インサイト ネームドユーザー 時間単位価格 同時実行価格 ライブアシスタンス ライブアシスタンス
h5|今日はどのようにお手伝いできますか？
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pa|데모 요청 무료 체험 상담 신청 견적 요청 Genesys는 매년 700억 건 넘게 세계 최고의 고객 경험을 지원하고 있습니다. 업계 최고 분석가들은 Genesys가 클라우드 및 온 프레미스 고객 경험 솔루션 모두에서 유일한 선도 업체라는 점에 동의합니다. 훌륭한 고객 경험은 훌륭한 비즈니스 결과를 이끌어 냅니다. 100개여개국에서 11,000개 이상의 기업들이 Genesys를 신뢰합니다. 이것이 우리가 업계 최고의 고객 경험 플랫폼이 된 이유입니다. 기업들이 진정한 옴니채널 고객 경험을 제공하고 지속적인 고객 관계를 구축할 수 있도록 돕는 것이 우리가 하는 일입니다. 마케팅에서 영업, 서비스에 이르기까지 매 순간이 중요합니다. 25년 이상의 고객 경험 리더십을 바탕으로 Genesys는 매년 700억 건의 고객 인터랙션을 지원하고 있습니다. Genesys는 전 세계에 걸쳐 최고의 고객 경험을 제공하는 11,000개 이상의 고객을 보유하고 있습니다. 전 세계 100여 국가에 지사를 두고 있는 Genesys는 고객이 어디에 있든 상관없이 완벽한 고객 여정을 제공할 수 있도록 지원합니다. Genesys는 샌프란시스코 비즈니스 타임즈/실리콘 밸리 비즈니스 저널에서 선정한 일하기 좋은 직장 베스트 25(San Francisco Business Times/Silicon Valley Business Journal Top 25 Best Place to Work)에서 Glassdoor Employee Choice 수상자로 선정되었고 판매력 베스트 10 기업(SBI 10 Best Companies to Sell For) 중 하나로 선정되었습니다. Genesys®는 매년 100여 개국의 기업들에 700억 건 이상의 탁월한 고객 경험을 제공하고 있습니다. Genesys의 기술은 클라우드와 AI를 활용하여 마케팅, 영업 및 서비스 전반에 걸쳐 모든 고객의 순간을 연결함과 동시에 직원 경험을 향상시킵니다. Genesys는 모든 규모의 기업들이 진정한 개인화 서비스를 제공할 수 있고, 진심을 다해 소통하며, 고객의 신뢰와 충성도를 높일 수 있도록 서비스로서의 경험(Experience as a Service℠)을 선도하였습니다. 이는 빠른 혁신과 확장성, 유연성을 위해 설계된 올인원 솔루션이자 세계 시장을 선도하는 퍼블릭 클라우드 컨택센터 플랫폼, Genesys Cloud™를 통해 가능합니다. Copyright © 2021 Genesys. All rights reserved.
h1|Genesys는 지속적인 고객 관계 구축을 돕습니다.
h2|Genesys가 무엇을 하는 기업인지 자세히 알아보십시오.
h3|고객 경험 리더십 고객 성공 글로벌 오피스 세계 최고의 고객 경험 플랫폼 팀과 함께 하세요.
h4|뉴스룸 뉴스룸 Legal Legal 뉴스룸 Legal
sp|코로나19 사태 +82.2.2056.9600 Find out more Find out more +82.2.2056.9600 | | |
pa|Genesys 콜센터 소프트웨어는 유연한 맞춤형 가격 옵션을 제공하고 있습니다. 통화 게시된 가격은 사용자 당 연간 계약 기준의 가격입니다. 음성지원 IVR 보이스봇 챗봇 무제한 채팅 및 이메일 라우팅 코-브라우징 및 화면 공유 SMS 및 메시징 앱 라우팅 인바운드 음성 라우팅 음성 메일 콜백(IVR 및 웹) 기본 아웃바운드 캠페인 고급 아웃바운드 캠페인 인바운드 / 아웃바운드 블렌딩 통합 커뮤니케이션 인터랙션 녹취 스크린 레코딩 품질 관리 및 컴플라이언스 워크포스 인게이지먼트 AppFoundry Marketplace 액세스 플랫폼 API 실시간 및 이력 뷰 이력 통계 퍼포먼스 대시보드 최적의 비용으로 예측 가능한 상담 인력을 운영하는 데 적합합니다. 파트타임 상담사를 운영하거나 사용량이 급증하는 시기가 있는 컨택센터에 적합합니다. 24시간 동안 여러 명의 교대 근무자가 근무하거나 피크 시간대가 정해져 있는 경우에 적합합니다. 상담을 신청하시면 귀사를 위한 최적의 옵션을 제공해 드리겠습니다. Oops! We have your personal email. Genesys®는 매년 100여 개국의 기업들에 700억 건 이상의 탁월한 고객 경험을 제공하고 있습니다. Genesys의 기술은 클라우드와 AI를 활용하여 마케팅, 영업 및 서비스 전반에 걸쳐 모든 고객의 순간을 연결함과 동시에 직원 경험을 향상시킵니다. Genesys는 모든 규모의 기업들이 진정한 개인화 서비스를 제공할 수 있고, 진심을 다해 소통하며, 고객의 신뢰와 충성도를 높일 수 있도록 서비스로서의 경험(Experience as a Service℠)을 선도하였습니다. 이는 빠른 혁신과 확장성, 유연성을 위해 설계된 올인원 솔루션이자 세계 시장을 선도하는 퍼블릭 클라우드 컨택센터 플랫폼, Genesys Cloud™를 통해 가능합니다. Copyright © 2021 Genesys. All rights reserved.
li|인바운드 및 아웃바운드 음성 IVR 멘트 송출 시간, 데이터 스토리지, API 호출 Genesys Cloud 1+ 포함 무제한 이메일 및 채팅 AI 기반 고객 인게이지먼트 추가 IVR 멘트 송출 시간, 데이터 스토리지, API 요청 Genesys Cloud 1 및 2+ 포함 SMS 및 메시징 앱 라우팅 워크포스 인게이지먼트 관리 최대한도의 IVR 멘트 송출 시간, 데이터 스토리지, API 요청
st|고객 문의 사항을 더 빠르게 해결 더 많은 채널 제공, 더 높은 고객 만족 제한 없는 다채널 제공 로그인한 사용자에 한해 지불 로그인한 사용자가 사용한 시간만큼 지불 동시 사용자에 대한 지불
h1|귀사의 비즈니스에 맞는 최적의 가격을 선택하세요
h3|Genesys Cloud 1 Genesys Cloud 2 Genesys Cloud 3 가격 비교 Genesys Cloud 가격 옵션을 확인하시어 귀사의 비즈니스에 가장 적합한 옵션을 선택하십시오 문의 사항을 남겨주세요.
h4|셀프서비스 디지털 인바운드 아웃바운드 워크포스 통합 인사이트 지정 사용자 기반 사용 시간 기반 동시 사용자 기반 라이브 지원 라이브 지원
h5|오늘 무엇을 도와 드릴까요?
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pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Mit der Customer Experience-Software von Genesys vermitteln Unternehmen jeder Größe ihren Kunden, dass sie im Mittelpunkt stehen. Demo vereinbaren Produktest anfragen Lösung konfigurieren Angebot anfordern Einfühlungsvermögen und Respekt bilden die Grundlage für stärkere Beziehungen zwischen Mitarbeitern, Kunden und der Community. Sorgen Sie dafür, dass Ihre Kunden jedes Mal, wenn sie Sie kontaktieren, das Gefühl haben, im Mittelpunkt zu stehen. We’re the right partner, with the solutions and programs that help you adapt to continuing change. Dieses Team ist ambitioniert. Es ist global. Und es erfindet die Customer Experience jeden Tag neu. Entwickeln Sie die Zukunft der Customer Experience mit einem globalen Team, für das Integrität, maximaler Einsatz und gegenseitige Unterstützung von zentraler Bedeutung sind, um geschäftliche und persönliche Ziele zu erreichen. Zu unseren wichtigsten Werten gehört Einfühlungsvermögen für Mitarbeiter, Kunden und die gesamte Welt. Jede Person ist ein wichtiger Teil unserer Community, egal, ob Sie uns direkt kennen oder nur das Gefühl haben, guten Kundenservice erhalten zu haben. Tiina Hörkkö Vorsitzende der Helsinki Helpline Helsinki Adam David VP, Contact Center Operations WGU Globale Präsenz bemerkenswerte Experiences von mehr als 11.000 Kunden Mitarbeiter von Genesys arbeiten zusammen, um die besten Customer Experiences zu schaffen Nehmen Sie gemeinsam mit uns an einem teil, oder finden Sie die nächstgelegene Niederlassung. Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
di|Die Zusammenarbeit mit Genesys bei der Einführung der Helsinki Helpline war bereits fantastisch. In nur wenigen Tagen haben wir ein voll funktionierendes Contact Center eröffnet und unser gesamtes Team geschult, einschließlich freiwilliger Helfer mit vielen verschiedenen Hintergründen. Wir möchten, dass jeder Schüler das Gefühl hat, dass sein Lernerlebnis persönlich für ihn entwickelt wurde. Genesys Cloud bietet uns die perfekte Plattform dafür.
h1|Mit Genesys nutzen Sie jeden Moment optimal
h2|Genesys bietet Ihnen vernetzte Momente Werden Sie Teil des Teams Veränderungen herbeiführen – von Person zu Person Was unsere Kunden sagen Genesys hat Mitarbeiter in über 100 Ländern auf sechs Kontinenten – Sie finden uns überall Treten Sie unserer Community bei
h3|CX-Blueprint Genesys Tour
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Einfühlungsvermögen und Respekt für unsere Kunden Die beste Customer Experience aller Zeiten Die richtige Lösung für die neue Normalität Die beste Aufgabe aller Zeiten 4,3 Glassdoor-Bewertung Über 70 Milliarden mehr als 5.000
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 +49 (0)69-951066355 | | | | |
pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Unsere flexible Preisgestaltung ist genau wie unsere preisgekrönte Callcenter-Software auf Ihre Bedürfnisse zugeschnitten Währung Sprachaktivierte IVR Voice-Bots Chat-Bots Unbegrenztes Chat- und E-Mail-Routing Gemeinsames Browsen und Bildschirmfreigabe Routing von SMS und Messaging-Anwendungen Inbound Voice-Routing Voicemail Callback (IVR und Web) Einfache ausgehende Kampagnen Erweiterte ausgehende Kampagnen Mischen von In- und Outbound Unified Communications Interaktionsaufzeichnung Bildschirmaufzeichnung Qualitätsmanagement und Compliance Workforce Management (Personaleinsatzplanung) Mitarbeiterleistung & Engagement Zugang zum AppFoundry Marketplace Plattform-APIs Echtzeit- und historische Ansichten Verlaufsberichte Performance-Dashboards Bezahlung für angemeldete Benutzer Beste Leistung für vorhersehbare Personalplanung zum besten verfügbaren Preis. Bezahlung für die von angemeldeten Benutzern verwendete Zeit Beste Leistung für Contact Center mit Teilzeitagenten oder häufigen Kapazitätsengpässen. Bezahlung für gleichzeitige Benutzer Beste Leistung für Firmen mit Teilzeitagenten und mehreren Kapazitätsengpässen innerhalb von 24 Stunden. Kontaktieren Sie uns – wir werden uns mit Ihnen in Verbindung setzen, um die Optionen zu besprechen und die für Sie am besten geeignete Lösung zu finden. Oops! We have your personal email. Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
li|Ein- und ausgehende Sprachanrufe IVR-Minuten, Datenspeicher, API-Anforderungen Umfasst Genesys Cloud 1 + Unbegrenzte E-Mail- und Chat-Kommunikation KI-gestützte Kundenbindung Zusätzliche(r) IVR-Minuten, Datenspeicher, API-Anforderungen Umfasst Genesys Cloud 1 & 2 + Routing von SMS und Messaging-Anwendungen Belegschaftsmanagement Maximale(r) IVR-Minuten, Datenspeicher, API-Anforderungen
st|Preise werden pro Benutzer jährlich in Rechnung gestellt. Schnellere Lösung von Kundenproblemen. Mehr Kanäle, mehr Erfolg Unbegrenzte Kanalwechsel
h1|Wählen Sie den perfekten Tarif für Ihr Unternehmen
h3|CX-Blueprint Genesys Tour Genesys Cloud 1 Genesys Cloud 2 Genesys Cloud 3 Tarifvergleich Sehen Sie sich die verfügbaren Optionen im Genesys Cloud-Plan an und finden Sie heraus, welche am besten zu Ihren Geschäftsanforderungen passt Wir stehen zu Ihrer Verfügung.
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Self-Service Digital Inbound Outbound Workforce Integrationen Einblicke Nach Benutzer Nach Stunden Abrechnung nach gleichzeitiger Nutzung Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 Sprechen Sie mit dem Vertrieb → Sprechen Sie mit dem Vertrieb → Sprechen Sie mit dem Vertrieb → Welcome back By providing your information, you agree to our . +49 (0)69-951066355 | | | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresMaking change happen — one person at a time Request a demo Try for free Design your solution Contact us Spanning over 100 countries, we cover a lot of ground. Maybe one day we’ll get Antarctica, but until then we have the other continents covered. Genesys employees work together to create the best customer experiences. Invent the future of customer experience with a global team that believes in integrity, giving your best and supporting each other to achieve work and personal goals. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|Genesys is committed to diversity, equity and inclusion
h2|A global company with global diversity Find your place here
h3|Get real-world CX survival secrets 4.3 Glassdoor rating
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Live Assistance Live Assistance
h5|How can we help you today?
sp|COVID-19 impact. +44 1276 457000 +44 1276 457000 | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresOur flexible pricing is designed with you in mind — just like our award-winning call centre software Speech-enabled IVR Voicebots Chatbots Unlimited chat and email routing Co-browse and screen share SMS and messaging apps routing Inbound voice routing Voicemail Callback (IVR and web) Basic outbound campaigns Advanced outbound campaigns Inbound / outbound blending Unified communications Interaction recording Screen recording Quality management and compliance Workforce management Employee performance & engagement Access to AppFoundry Marketplace Platform APIs Real-time and historical views Historical reporting Performance dashboards Just say the word — we’ll reach out to talk through the options and find the best fit for you. Oops! We have your personal email. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
di|Currency
li|Inbound and outbound voice IVR minutes, data storage, API requests Includes Genesys Cloud 1 + Unlimited email and chat AI-powered customer engagement Extra IVR minutes, data storage, API requests Includes Genesys Cloud 1 & 2 + SMS and messaging app routing Workforce engagement management Maximum IVR minutes, data storage, API requests
st|Prices listed are per named user, billed annually. Solve customer problems faster More channels, more success Unlimited channel surfing Pay for logged-in user Pay for time used by logged-in users Pay for simultaneous users
h1|Pick the perfect plan for your business
h3|Get real-world CX survival secrets Genesys Cloud 1 Genesys Cloud 2 Genesys Cloud 3 Plan Comparison Check out Genesys Cloud plan options to select which best fits your business needs We’re here to help.
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Have a question? Explore our easy to use Self-Service Digital Inbound Outbound Workforce Integrations Insights Named user By the hour pricing Concurrent pricing Live Assistance Live Assistance
h5|How can we help you today?
sp|COVID-19 impact. +44 1276 457000 Talk to sales → Talk to sales → Talk to sales → Best for predictable agent staffing at the best available price. Best for contact centres with part-time agents or frequent usage spikes. Best for brands with agents across multiple shifts and multiple peak times in a 24-hour period. Welcome back By providing your information, you agree to our . +44 1276 457000 | | |
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Avec le logiciel d'expérience client de Genesys, les clients des entreprises de toutes tailles se sentent importants, écoutés et compris. Demandez une démo Essai gratuit Concevez votre solution Demandez un devis L’empathie et le respect sont les fondements de l’élaboration de relations plus solides entre les employés, les clients et la communauté. Faites en sorte que vos clients se sentent importants, écoutés et compris à chaque interaction avec vous. We’re the right partner, with the solutions and programs that help you adapt to continuing change. Notre équipe est enthousiaste, internationale, et chaque jour, elle réinvente l’expérience client. Imaginez l’avenir de l’expérience client au sein d’une équipe mondiale où l’intégrité, donner de meilleur de soi-même et le support mutuel sont les fondements de la réussite professionnelle et personnelle. Notre principe guide est notre empathie envers nos employés, nos clients et le monde entier. Nous estimons tous les membres de notre communauté, que vous nous connaissiez directement ou que nous vous ayons offert un service à la clientèle qui vous a fait sentir important. Tiina Hörkkö Directrice de l'assistance téléphonique d'Helsinki Helsinki Adam David Vice-président, Opérations du centre de contact WGU Une présence mondiale d’expériences exceptionnelles offertes à plus de 11 000 clients employés Genesys collaborant pour créer les meilleures expériences client Rendez-nous visite lors d’un ou localisez notre bureau le plus proche. Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
di|Le succès de notre coopération avec Genesys pour le lancement de l'assistance téléphonique d'Helsinki a été impressionnant. En quelques jours à peine, nous avons mis en place un centre de contact intégralement opérationnel et formé toute notre équipe, y compris des citoyens bénévoles aux parcours très différents. Notre objectif est d'offrir à chaque étudiant une expérience d'apprentissage personnalisée. Genesys Cloud est la plateforme idéale pour cela.
h1|Faites de chaque instant un moment essentiel avec Genesys
h2|Genesys : créer des moments connectés Faites votre place chez nous Participer au changement, une personne à la fois Témoignages client Œuvrant dans plus de 100 pays sur les six continents, les employés de Genesys ne sont jamais loin de vous Rejoignez notre communauté dans votre communauté
h3|Plan expérience client
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer Empathie et respect envers nos clients Votre meilleure expérience client La meilleure solution pour la nouvelle norme Une opportunité à saisir Note Glassdor : 4,3 Plus de 70 milliards Plus de 5 000
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 +33 (0)1 41 10 17 17 | | |
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Nos tarifs flexibles ont été conçus pour vous, tout comme notre logiciel primé de centre d’appel Devise IVR à reconnaissance vocale Voicebots Chatbots Routage illimité de sessions chat et d’e-mails Partage d’écran et de navigation Applications de routage de SMS et de messagerie Routage vocal entrant Messagerie vocale Rappel (IVR et Web) Campagnes sortantes basiques Campagnes sortantes avancées Mélange communications entrantes/sortantes Communications unifiées Enregistrement des interactions Enregistrement des activités à l’écran Gestion de la qualité et de la conformité Gestion du personnel Performance et engagement des employés Accès au Marketplace AppFoundry API de plate-forme Vues en temps réel et rétrospectives Rapports rétrospectifs Tableaux de bord des performances Un mot de votre part, et nous vous contacterons pour que nous examinions ensemble les différentes options et trouvions celle qui vous convient le mieux. Oops! We have your personal email. Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
li|Appels vocaux entrants et sortants Minutes IVR, stockage de données et demandes API Inclut Genesys Cloud 1 + Nombre illimité d'e-mails et de sessions chat Engagement client basé sur l'IA Minutes IVR, stockage de données et demandes API supplémentaires Inclut Genesys Cloud 1 et 2 Application de routage de SMS et de messagerie Gestion de l'engagement du personnel Nombre maximum de minutes IVR, de stockage des données et de demandes API
st|Les tarifs indiqués sont par utilisateur nommé et sont facturés annuellement. Accélère la résolution des problèmes des clients Plus de canaux, plus de succès Navigation illimitée entre les canaux Payez en fonction du nombre d’utilisateurs connectés Payez en fonction du temps utilisé par les utilisateurs connectés Payez en fonction du nombre d’utilisateurs simultanés
h1|Choisissez le forfait le plus adapté à votre entreprise
h3|Plan expérience client Genesys Cloud 1 Genesys Cloud 2 Genesys Cloud 3 Comparaison des forfaits Découvrez les différents forfaits Genesys Cloud pour choisir celui qui correspond le mieux à vos besoins professionnels Vous avez des questions ?
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer Une question ? Découvrez notre Libre-service Communications numériques Communications entrantes Communications sortantes Personnel Intégrations Informations Tarifs utilisateurs nommés Tarifs à l'heure Tarifs utilisateurs simultanés Assistance en direct Assistance en direct
h5|Que peut-on faire pour vous aider aujourd'hui?
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 Contactez notre service des ventes → Contactez notre service des ventes → Contactez notre service des ventes → Heureux de vous revoir, By providing your information, you agree to our . +33 (0)1 41 10 17 17 | | |
pa|Il software Genesys per la Customer Experience aiuta le aziende di tutte le dimensioni a fare in modo che i propri clienti si sentano ricordati, ascoltati e compresi. Richiedi Una Demo Fai Una Prova Gratuita Contattaci Richiedi un preventivo Empatia e rispetto sono essenziali per costruire relazioni più solide tra dipendenti, clienti e community. Fai in modo che i tuoi clienti si sentano ricordati, ascoltati e compresi ogni volta che ti contattano. We’re the right partner, with the solutions and programs that help you adapt to continuing change. Questo team è entusiasta. È globale. E ogni giorno reinventa la Customer Experience. Inventa il futuro della Customer Experience entrando a far parte di un team globale che crede nell’integrità. Dando il massimo e sostenendovi a vicenda raggiungerete obiettivi professionali e personali. Il valore che ci guida è l’empatia per i nostri dipendenti, i nostri clienti e per il mondo intero. Ciascuno è parte essenziale della nostra community, che tu ci conosca direttamente o sappia soltanto di aver vissuto un’esperienza di customer service davvero soddisfacente. Tiina Hörkkö Director of the Helsinki Helpline Città di Helsinki Adam David VP, Contact Center Operations WGU Una presenza globale di Customer Experience eccezionali offerte dai nostri oltre 11.000 client dipendenti Genesys che collaborano per offrire le migliori Customer Experience Partecipa a uno dei nostri o vieni a trovarci nell’ufficio più vicino. Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
di|La cooperazione con Genesys per varare il servizio Helsinki Helpline si è già dimostrata straordinaria. In appena due giorni, abbiamo lanciato un contact center pienamente operativo e formato tutto il nostro team, compresi i volontari con molte esperienze diverse. Vogliamo che gli studenti sentano che la loro esperienza di apprendimento è stata pensata appositamente per ciascuno di loro. Genesys Cloud ci offre la piattaforma perfetta per farlo.
h1|Valorizza ogni istante con Genesys
h2|Genesys offre momenti di connessione Trova il tuo posto con noi Produrre il cambiamento, una persona alla volta Cosa dicono di noi i nostri clienti Genesys ha dipendenti in oltre 100 paesi e sei continenti, questo significa che puoi trovarci vicino a te Unisciti alla nostra community ovunque tu sia
h4|Empatia e rispetto per i nostri clienti La migliore Customer Experience di sempre La soluzione giusta per la nuova normalità Il tuo lavoro migliore di sempre 4,3 stelle su Glassdoor Oltre 70 miliardi Oltre 5.000
sp|Impatto del COVID-19. +39.039.225.0400 +39.039.225.0457 | | |
pa|La nostra tariffa flessibile è pensata appositamente per te, proprio come il nostro pluripremiato software per call center Valuta Le tariffe elencate si intendono per utente designato con fatturazione annuale. IVR con funzione vocale Bot vocali Bot di chat Routing e-mail e chat illimitati Condivisione schermo e navigazione condivisa Routing app di messaggistica e SMS Routing voce inbound Segreteria telefonica Richiamata (IVR e Web) Campagne outbound di base Campagne outbound avanzate Fusione inbound / outbound Comunicazioni unificate Registrazione interazioni Registrazione schermata Compliance e gestione della qualità Gestione della forza lavoro Prestazioni ed engagement del dipendente Accesso al marketplace Foundry API piattaforma Visualizzazione in tempo reale e della cronologia Reportistica della cronologia Dashboard delle prestazioni Diventa operativo in pochi giorni, non mesi. Inizia a utilizzare Genesys Cloud come un’applicazione pronta all’uso. Aggiungi integrazioni già pronte con un clic. Oppure, usa le nostre API aperte per creare una soluzione su misura per te. Genesys Cloud è progettato per essere estremamente semplice. Tempi di formazione ridotti grazie all’intuitiva interfaccia all-in-one che si traduce in un contesto migliore e agenti più felici e produttivi. Grazie a una migliore visibilità del tuo contact center e delle attività della tua azienda, puoi prendere decisioni più informate, più rapidamente. Spesso i clienti che hanno scelto Genesys Cloud iniziano a vedere un ROI in appena 90 giorni. Siamo al tuo servizio: ti contatteremo per analizzare le varie soluzioni e trovare quella più adatta a te. Oops! We have your personal email. Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
li|Voce inbound e outbound Minuti IVR, archiviazione dati, richieste API Include Genesys Cloud 1 + E-mail e chat illimitate Customer engagement con IA Minuti IVR extra, archiviazione dati, richieste API Include Genesys Cloud 1 e 2 + Routing app di messaggistica e SMS Gestione engagement della forza lavoro Massimo dei minuti IVR, archiviazione dati, richieste API
st|Risolvi più rapidamente i problemi dei clienti Più canali, più risultati Utilizzo dei canali illimitato
h1|Scegli il piano perfetto per la tua azienda
h2|Semplifica ogni giorno il lavoro del tuo contact center con Genesys Cloud
h3|Genesys Cloud 1 Genesys Cloud 2 Genesys Cloud 3 Piani a confronto Siamo qui per aiutarti.
h4|Self-service Digitale Inbound Outbound Forza lavoro Integrazioni Informazioni Semplice da adottare Semplice da usare Pronto per il successo Assistenza dal vivo Assistenza dal vivo
h5|Come possiamo aiutarvi oggi?
sp|Impatto del COVID-19. +39.039.225.0400 Contatta le vendite → Contatta le vendite → Contatta le vendite → Salve By providing your information, you agree to our . +39.039.225.0457 | | |
pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. O software de experiência do cliente da Genesys ajuda empresas de todos os tamanhos a fazer com que os clientes se sintam lembrados, ouvidos e compreendidos. Solicite uma demo Teste grátis Crie sua solução Obtenha um orçamento Empatia e respeito são a base para relacionamentos duradouros com os clientes, os colaboradores e a comunidade. Faça com que seus clientes se sintam lembrados, ouvidos e compreendidos sempre que eles entrarem em contato com você. We’re the right partner, with the solutions and programs that help you adapt to continuing change. Temos uma equipe motivada. Uma equipe global. E todos os dias, ela reinventa a experiência do cliente. Crie o futuro da experiência do cliente com uma equipe global que trabalha como uma unidade, oferecendo sempre o melhor e ajudando uns aos outros a atingir as metas de trabalho e de desenvolvimento pessoal. O que direciona a Genesys é a empatia pelos colaboradores, pelos clientes e pelo mundo em geral. Cada pessoa é uma parte importante da nossa comunidade, tanto aquelas que nos conhecem diretamente como as que receberam um atendimento ao cliente que fez com que se sentissem amparadas. Tiina Hörkkö Diretora da Linha de Apoio de Helsinque Cidade de Helsinque Adam David Vice-presidente de Operações de Contact Center WGU Presença global de experiências incríveis entregues por nossos mais de 11.000 clientes colaboradores da Genesys trabalhando juntos para criar as melhores experiências para os clientes Participe de um ou encontre nosso escritório mais próximo de você. Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
di|A parceria com a Genesys para lançar a linha de apoio de Helsinque foi incrível. Em poucos dias, conseguimos lançar um contact center totalmente funcional e treinar nossa equipe inteira, inclusive cidadãos voluntários com diferentes experiências anteriores. Queremos que cada aluno sinta que a experiência de aprendizado foi personalizada para ele; e a Genesys Cloud é a plataforma perfeita para isso.
h1|Faça com que cada momento seja significativo com a Genesys
h2|A Genesys proporciona momentos conectados Encontre seu lugar aqui Promovendo a mudança: uma pessoa de cada vez Ouça o que nossos clientes têm a dizer A Genesys conta com colaboradores em mais de 100 países localizados nos 6 continentes, assim, com certeza, você nos encontrará em algum lugar perto de você Torne nossa comunidade parte da sua comunidade
h3|Planejamento da experiência do cliente
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore Empatia e respeito pelos nossos clientes A melhor experiência do cliente A solução certa para o novo normal Seu melhor trabalho Classificação no site Glassdoor: 4,3 Mais de 70 bilhões Mais de 5.000
sp|Impacto do COVID-19. +55.11.3197.8004 +55.11.3197.8004 | | |
pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. El software de experiencia del cliente de Genesys ayuda a las empresas de todos los tamaños a hacer que sus clientes sientan que los recuerdan, los escuchan y los entienden. Solicite una demo Prueba Gratis Diseñe su solución Obtenga una cotización La empatía y el respeto son la base de relaciones más estables con los empleados, los clientes y la comunidad. Haga que sus clientes sientan que los recuerda, los escucha y los entiende cada vez que se comuniquen con usted. We’re the right partner, with the solutions and programs that help you adapt to continuing change. Este equipo tiene ganas. Es global. Y cada día está redefiniendo la experiencia del cliente. Invente el futuro de la experiencia del cliente con un equipo global que cree en la integridad y que da lo mejor de sí y se apoya mutuamente para alcanzar los objetivos laborales y personales. Nuestro valor principal es la empatía con los empleados, los clientes y el resto del mundo. Todos son parte importante de nuestra comunidad, ya sea que nos conozcan directamente o solo hayan recibido servicio al cliente que los hizo sentir bien atendidos. Tiina Hörkkö Directora de Helsinki Helpline Ciudad de Helsinki Adam David Vicepresidente de operaciones del contact center de WGU Presente en todo el mundo de experiencias sorprendentes ofrecidas por nuestros más de 11.000 clientes empleados de Genesys que trabajan juntos para crear las mejores experiencias del cliente Visítenos en un o encuentre su oficina más cercana. Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
di|La cooperación con Genesys para lanzar la línea de ayuda Helsinki Helpline ha sido increíble. En solo un par de días, pusimos en funcionamiento pleno un contact center y capacitamos a todo nuestro equipo, incluidos los voluntarios con diferentes niveles de experiencia. Queremos que los estudiantes sientan que su experiencia de aprendizaje se diseñó personalmente para cada uno de ellos. Genesys Cloud nos brinda la plataforma perfecta para hacerlo.
h1|Haga que cada momento cuente con Genesys
h2|Genesys brinda momentos conectados Encuentre su lugar aquí Provocamos cambios… una persona a la vez Qué dicen nuestros clientes Genesys cuenta con empleados en más de 100 países en seis continentes, por lo que siempre estamos cerca Súmese a nuestra comunidad en su comunidad
h3|Diseño de la CX
h4|Nuestra tecnología Nuestro enfoque Capacidades Productos La ventaja de Genesys Quiénes somos Podemos ayudarlo Explore Empatía y respeto hacia nuestros clientes Su mejor experiencia del cliente hasta ahora La solución adecuada para la nueva normalidad Su mejor trabajo hasta ahora Clasificación de 4.3 en Glassdoor Más de 70.000 millones Más de 5000
sp|Impacto del COVID-19. Oficinas Regionales Oficinas Regionales | | |
Meet complex requirements to personalize experiences at scale. Enterprise contact centers have complex needs — from the latest communication channels to flexible deployment options. Genesys Engage™ contact center software is the solution of choice for leading global brands that need sophistication at scale. The full-featured Genesys Engage omnichannel engagement solution supports your larger digital transformation initiatives. And it gives you a competitive edge in today’s market. Unify all voice and digital channels, self-service, work items, and inbound and outbound interactions. Get the foundation you need to create more holistic, personalized experiences for your customers and employees. Match the right resource to the right customer for better results. Best-in-class enterprise routing makes the most of automated and assisted engagements. Monitor it all in real time with unparalleled analytics. Choose the deployment model that’s best for you: on-premises, public or private cloud. Customize your environment with pre-built integrations or flex your developer muscles and build using our APIs and SDKs. Speech-enabled IVR Provide customer self-service and agent-assisted service with IVR flows you can administer yourself while leveraging the industry’s best speech recognition capabilities. And, if an agent is needed, seamlessly transition the customer — with full context — to the right agent at the right time. Voicebots Simplify the customer journey with conversational voicebots that move freely across interactions and channels. Manage, unify and orchestrate any bot across phone calls, webchat, mobile messaging and smart speakers. Chatbots Give customers 24/7 self-serve assistance with artificial intelligence (AI)-powered chatbots. Integrate voicebot and chabot interactions using built-in Genesys bots and third-party options from your favorite cloud vendors. Chat Web chat lets you quickly resolve any customer situation, enabling your agents to respond immediately or proactively step in if a transaction stalls. Easily transition from a self-service chatbot to a live agent with full interaction and customer context. Email With Genesys Engage software, email is integrated into the consistent omnichannel experience your business provides. Set up appropriate auto-responses and route emails to the right agent group based on content analysis. SMS and messaging apps SMS and messaging apps create conversations that can live forever. Context and content are never lost, and conversations can resume at any time — right where they left off. This allows customers to interact with you at their own convenience. Co-browse and screen share See what your customers see and make interactions simple and painless with co-browse. If customers are having trouble, they can share their browser pages with your contact center agents or knowledge experts. And they can chat or talk with an agent or expert at the same time. Skill- and cost-based routing Inbound voice routing uses your company’s defined business priorities to segment and prioritize interactions by agent skill and cost-effectiveness. This enhances your ability to meet your SLAs for all voice interactions — without creating complex routing strategies or adding resources. Callback If your contact center is busy, you can use the IVR to offer a callback option, while callers keep their positions in the queue. Scheduling immediate or delayed callbacks increases customer satisfaction, eliminating the need to wait on hold to speak with an agent. Workload distribution Manage automated processes for workstreams across an entire organization. Create a streamlined process flow that includes SLAs for tasks across an entire company and integrates with a variety of systems (ERP, CRM, etc.) — even homegrown integrations. Campaign management Create long-lasting opportunities with advanced outbound campaigns. The built-in Genesys Engage automated outbound dialer has the features, power, scale and flexibility you need to manage campaigns, assign rules, import lists, automate jobs and report on results. Inbound/outbound blending Genesys outbound software supports blended agents. By blending inbound and outbound calls — either to a specific agent group or to the entire population of agents — you can increase agent utilization, reduce overall call wait times and smooth overall call volume. Proactive notifications Reach out proactively in a timely, personalized and contextual way. Automate notifications using voice or SMS to save time and keep customers informed. Compliance rules Every uploaded contact record is enriched with global compliance data. This feature enables business users to consistently adhere to global and regional regulatory requirements. Employee performance Track, manage and boost your service levels with tools to monitor performance, support employee development and engage with workers in ways that drive results. Empower your managers, increase speed to competency for new hires and gamify contact center KPIs. Resource management Allow workforce managers to work with short-term forecasts and improve forecasting efficiency by leveraging AI. Simplify your workforce scheduling with flexible rules, manage time off and provide accessibility through a single unified employee user interface. Quality assurance Follow your customer experience interactions closely to maintain quality and adhere to corporate policies. With interaction recording and screen recording, you can record all interactions, including voice calls and employee screens. Out-of-the-box and customized reports Measure key contact center KPIs on Day One. A collection of more than 30 voice and digital reports based on industry best practices are available out-of-the-box. The user-friendly platform has drag-and-drop functionality that lets you build new reporting visualizations in minutes. Management-friendly dashboards Facilitate real-time analysis and monitoring of all your critical contact center activities and data. You can empower users to meet their own reporting needs via self-service capabilities, including combining multiple reports into one view and creating unique reporting stories. Real-time and historical views The Genesys Engage CX Insights portfolio lets you view historical and real-time insights with scheduling and contact-routing strategies by using statistics collected about agents, agent groups, queues, routing points and more. Find out exactly what your data is telling you. CRM integrations Say goodbye to lengthy professional service engagements. Pre-built CRM integrations are available for Salesforce and Microsoft Dynamics 365. These built-in integrations deploy quickly, configure easily and provide intelligent routing for all interaction types, automated logging and screen pops. AppFoundry Marketplace Whether you want to integrate with a business intelligence system or introduce capabilities like agent gamification, our growing AppFoundry Marketplace has a solution to meet your needs. Genesys Engage also offers native availability to integrate with third-party workforce management systems. APIs and SDKs Build what you envision, in any programming language, using the same fully secured and versioned public REST API that Genesys developers use. Our APIs, SDKs and open-source projects are continually updated; and our Developer Community is eager to help. AI-powered bots To complement your self-service strategy, render bots across all channels — from web and mobile to messaging apps and voice. Intent classification ensures your customers are connected to the right self-service process or agent skill, improving containment and first-contact resolution. Predictive routing Predictive routing harnesses the power of AI to get the results you define as most important. Whether your goal is to improve customer satisfaction, increase efficiency or drive revenue, you can customize the model that determines the best agent-to-customer match. Predictive engagement Predictive engagement lets you proactively observe and analyze customers’ attributes and behaviors when they’re on your website or interacting with your contact center. You can better predict what customers are trying to achieve when they interact with your brand — and respond accordingly. Proactive security Genesys Engage maintains strong encryption, logical isolation, stringent multi-tenant security standards and multi-factor authentication. Industry-leading monitoring tools and quality assurance processes make sure our security experts proactively find issues long before they affect you. Comprehensive risk management A comprehensive approach to security safeguards your critical data and protects your assets from threats. We take a multi-faceted approach to mitigating risk, including ensuring that the entire Genesys ecosystem is thoroughly monitored and evaluated for potential risks. Industry compliance Genesys maintains multiple key industry and regional certifications. This means your business can ensure your customers’ data remains private and that your operations comply with critical regulations — regardless of your industry or location. Genesys Engage software meets and exceeds modern security standards. Key third-party certifications and rigorous regulatory compliance mean you can trust that customer and business data remains private — no matter your industry or location. Genesys also uses Standard Contractual Clauses for data transfers to the United States. Only available for Genesys Engage. Learn about our . Jörg Knoop Technology Digital Incubator Vodafone Germany Jamie Gladson Senior Manager, Consumer Services Technology Whirlpool Corporation Brad Strock Chief Information Officer Paypal Genesys has forged strategic alliances and partnerships that make it easy to build a rich multivendor ecosystem and maximize your investments. Provide tailor-made experiences and leverage your existing Microsoft investments, including Azure, a global enterprise cloud platform that’s built for security and scale. Combine natural language understanding and speech capabilities from Google Cloud with industry-leading cloud contact center software from Genesys. Transform your engagements across customer touchpoints and communication channels with best-in-class integrated solutions. It’s easy to connect your Genesys solution with other mission-critical systems like CRM systems, HR programs, workforce management, business intelligence tools, third-party AI and more. Gain visibility and control when work items such as email, claims or application processing are classified, prioritized and routed to the next best agent With Genesys Engage, our multicloud approach offers the choice of private cloud, on-premises, or public cloud deployment, giving you flexibility in infrastructure, deployment and management. Fulfill your mission and deliver optimized citizen experiences with a FedRAMP-authorized cloud contact center solution that includes voice calls, text, email and webchat. Request a demo to see how Genesys Engage software enables fluid conversations across digital and voice channels in an easy, unified interface. Discover how your company can reap the benefits of a sophisticated and feature-rich solution, transforming your contact center into an experience center virtually overnight. Oops! We have your personal email. We’ll contact you directly to set up a date and time that works with your schedule
di|This is the best contact center I could have imagined. We’ve been ranked the number one Vodafone contact center worldwide. And with the new innovative channels we’ve developed, we know there’s a lot more to come. Since implementing Genesys Engage, our average speed-to-answer and abandonment rates are 90% better and we’ve seen a 50% decrease in our transfer rate. It usually takes months to see efficiencies like these. We saw them starting within two days. The scalability and flexibility has been absolutely critical to our success. Now we can service customers when they need us, in the channel they need us, at the time they need us — in 200 markets around the globe and in 24 different languages.
h1|Gain flexibility and control with a contact center
h2|See what Genesys Engage can do
h3|Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Get real-world CX survival secrets Power personalized customer experiences at scale Execute your ideal customer journeys Secure. Resilient. Compliant. What our customers are saying 2021 Forrester Research Report Global strategic alliances Browse our app marketplace for out-of-the-box integrations, add-ons and plug-ins We have options to fit your needs See all you can do with Genesys Engage. Thank you for your interest.
h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore Unified experiences Powerful routing Flexibility and control Customer self-service Digital channels Inbound routing Outbound campaigns Workforce engagement Reporting and analytics Integrations and apps AI-optimized operations Security and reliability The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence Microsoft Google Cloud IBM Easily manage and track work items Choose your deployment model Stay FedRAMP compliant Live Assistance Live Assistance
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We’ve expanded our partnership with Microsoft to power the memorable customer experiences your brand demands. With our new native integrations, it’s easier to improve communication and collaboration between your employees and customers. The result is more memorable customer experiences powered by unified data and artificial intelligence (AI). Genesys Engage is the contact center solution of choice for the largest, most prestigious brands with sophisticated global requirements. With the Genesys Engage™ solution and Microsoft, you can leverage existing investments, streamline management, save costs and centralize IT expertise. Benefit from the industry-leading security and compliance of Azure with the Genesys Engage contact center that’s designed to provide tailor-made customer experiences. Optimize your contact center operations and execute better end-to-end customer journeys — no matter how complex. Build life-long relationships with the ability to anticipate customer needs, proactively solve issues and keep customers informed during times of change. No matter your industry, the Genesys CX Contact outbound solution lets you communicate over numerous channels to deliver timely, relevant and personalized messages. Pre-built integration between Dynamics 365 and Genesys Engage brings real-time information to every customer experience. Bolster self-service capabilities with data dips and expanded automation. For inbound calls, Dynamics 365 powers screen pops to the agent desktop, then automates case, lead and contact creation. Benefit from the flexibility of the Genesys Cloud™ platform and the productivity and communication capabilities of Microsoft Teams. You can make it easier for contact center agents to collaborate and communicate with subject matter experts across the company and deliver memorable customer experiences. Agents can use the integrated directory, search and presence features to find the subject matter expert they need. They can determine availability and collaborate in real time with a single click. Empower agents with a single interface to communicate and collaborate. Real-time access to experts gives them the ability to resolve customer issues within the first contact. Select from Microsoft, Genesys or another carrier of your choice for inbound and outbound voice and your internal calls. Get the industry-leading Genesys Cloud routing and artificial intelligence capabilities — with a single point of control. Orchestrate inbound and outbound engagement across all touchpoints, channels and resources. Seamlessly integrate voice and digital channels — including video, email, chat, social, messaging and more. AI turns customer data into context-rich insights — for better engagements at every point of the journey. Provide better self-service experiences with more intelligent voicebots and chatbots. Transition smoothly to assisted interactions with full context. Match every interaction to the best resource. Predictive engagement and routing harness AI to drive the business outcomes you prioritize. Designed to meet the needs of global brands with high demand, Genesys Engage on Azure is architected for security, scalability and resiliency. With the right technology, you can connect with customers in more meaningful, personalized ways — every time. For experiences that set your brand apart, turn to Genesys and Microsoft. Provide effortless customer experiences for each individual. Orchestrate omnichannel customer journeys across voice and digital channels at scale. With a common routing engine, you get control over the customer journey, agent utilization and operational performance. Improve productivity and first-contact resolution by connecting customer-facing agents with subject matter experts across the company in real time. Collaboration tools with access to the right information and the right context empower agents to drive personalized experiences and build customer loyalty. Whether your strategy is to migrate everything to cloud, partially remain on-premises, or you’re already all-in on cloud, now it’s easier. Even the most sophisticated enterprises can choose a faster path to the cloud and enjoy rapid access to innovations. Take advantage of Genesys and Microsoft partnership to power more memorable customer experiences. Oops! We have your personal email. A representative will be in touch
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h1|Helping the world’s biggest brands create more memorable customer experiences
h3|Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Get real-world CX survival secrets: Power and sophistication at scale Genesys Cloud and Microsoft Teams: Connect, communicate, collaborate with ease All-in-one omnichannel capabilities Build loyalty across the entire customer journey Learn more about the Genesys and Microsoft partnership Get started with Genesys and Microsoft Thank you for your interest in Genesys and Microsoft.
h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore The global leaders in cloud contact center software and enterprise cloud platforms have joined forces. Genesys Engage on Azure Genesys CX Contact on Azure Microsoft Dynamics 365 Integration Collaborate seamlessly Improve agent productivity Choose your carrier Inbound and outbound Integrated channels AI-infused journeys Service automation Predictive matching Security and scale Differentiate with more personalized experiences Make every agent an expert Innovate faster with cloud Genesys Engage and Microsoft Azure: Transform your customer experience Genesys Cloud integration with Microsoft Teams The Genesys and Microsoft Dynamics 365 integration advantage Genesys CX Contact outbound engagement on Microsoft Azure Live Assistance Live Assistance
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Improve customer experience by combining natural language understanding and speech capabilities from Google Cloud with industry leading cloud contact center software from Genesys. Resolve basic issues with chatbots and voicebots that converse naturally. And empower agents with real-time assistance for interactions that need a human touch. Give customers 24/7 access to immediate conversational self-service on web or mobile, using any digital channel. Ensure seamless handoffs to human agents for more complex issues. Offload routine customer calls and augment your IVR with AI-powered voicebots. Free up your agents for more meaningful work. Empower agents with continuous support during their calls. Agent Assist identifies intent and provides real-time, step-by-step assistance. Use natural language processing to identify call drivers and sentiment. Contact center managers can learn about customer interactions to improve call outcomes. Create and orchestrate bots for every channel, all from a single platform. Take control of your customer experience with Genesys cloud contact center software. With a simple drag-and-drop tool, you decide on the best customer experience workflow and manage all of your AI automation and live agent interactions. You can go with fully automated interactions or only partial automation, where you seamlessly transition to a live agent. Blind transfers are a thing of the past. Deliver a personalized experience to your customers with the full context of every automated interaction at your agents fingertips. Reduce customer and agent frustration with a blended experience that helps you better optimize your resources and extend the best experience. Orchestrate customer experiences from start to finish. Genesys Cloud and Genesys Engage contact center solutions let you create and manage conversational AI as part of your broader customer experience strategy. Deliver exceptional customer service and increase operational efficiency using artificial intelligence. Enable your virtual agent to converse naturally with customers using Dialogflow and expertly assist human agents on complex cases. Pablo Oyarzun Customer Experience Divisional Manager Entel Provide personalized support, 24/7 service and quick issue resolution, turning individual transactions into continued customer loyalty. Reduce call volume, achieve shorter handling times, and reduce agent training costs, making overall operations faster and more effective. Free human agents to focus on more difficult and specialized calls, providing them with real-time information, workflows, and turn-by-turn guidance. Combine the power of AI and omnichannel customer journey orchestration to take your customer experiences to the next level. Just fill out this form and we’ll help you get started with Genesys and Google Cloud Contact Center AI. Oops! We have your personal email. A representative will be in touch
di|"Our customers have changed the way they interact with us. Without our AI, bots and automation tied together using Genesys AI, we couldn’t deliver this kind of service."
h1|Embrace conversational AI for every customer
h3|Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Get real-world CX survival secrets Improve customer service with AI that talks, understands and interacts Orchestrate seamless end-to-end customer experiences Move the needle with Genesys and Google Cloud Contact Center AI Learn more about Genesys and Google Cloud Get started with Genesys and Google Cloud Thank you for your interest in Genesys and Google Cloud.
h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore Global leaders in cloud contact center software and enterprise cloud platform have teamed up to deliver AI-powered customer and employee experiences. Chatbots Voicebots Agent Assist Insights Genesys cloud contact center software Google Cloud Contact Center AI Foster relationships, not just transactions Increase CSAT and operational efficiency Turn every agent into a specialist eBook: Genesys and Google Cloud - Bringing contact center AI to life IDC Spotlight: Unlocking the power of AI for contact centers with Google Cloud and Genesys How to successfully use bots that talk, listen, learn and understand Live Assistance Live Assistance
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pa|Oops! We have your personal email. Don't Show This Again. Please add to your safe sender list to ensure you receive the weekly blog notifications. Subscribe to our free newsletter and get the Genesys blog updates in your inbox. Gartner believes the future of business is composable. What does that mean? “Composable business is a natural acceleration... Genesys is staking out its next billion-dollar business. Today we announced our intent to acquire Bold360, a leader in... One in six people admits to calling customer service during the pandemic — just to talk to someone. This is just one of the... Today, March 8, marks International Women’s Day and I’m excited to join the world in celebrating women’s achievements and... Today, consumer expectations for better customer experiences are higher than ever before. Traditionally, companies have measured... Last month, as part of preparing for the Genesys inaugural celebration of the life and legacy of Dr. Martin Luther King, Jr., we... On January 15th, 1981, when I was just seven years old, my then-favorite singer, Stevie Wonder, performed a concert at the... As Genesys brings to close an extraordinary year in which we’ve grown new bookings more than 40% in every quarter, we’re... In June of this year, I began my adventure here at Genesys. And it was new and different due to the pandemic. While I’ve moved... In a year filled with so much loss due to COVID-19, we shockingly lost a visionary business leader with the tragic passing of... Employee resource groups — known affectionately at Genesys as inclusion groups — perform one of the most vital and essential... One theme has permeated throughout my 30 years leading technology teams: a business’ vision is one of the most critical... This week, 30 years ago, Genesys was incorporated as a company in San Francisco. We’re grateful to all our customers,... In 2016, when the United States elected its 45th president, only 58.1% of eligible voters cast a vote. Knowing this and feeling... Genesys salutes the millions of customer service agents around the world for the great work you do every day. And even more so..
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h4|Subscribe to our free newsletter and get blog updates in your inbox Sustainability in the Enterprise: Availability, Security and Privacy Sustainability in the Enterprise: Availability, Security and Privacy Understanding and Evaluating Composable CX Platforms Genesys Is Building Its Next Billion-Dollar Business: Digital Customer Service The Pandemic Effect: Your Business’ Role as a Consumer Lifeline Celebrating Our Innovators: 2021 International Women’s Day Empathy in Action Is What Customers Need Now Why It’s Time: Black History Month Is an Opportunity To Be Fearless A Committed Life: Remembering the Life and Legacy of Dr. Martin Luther King, Jr. Genesys Launches the Future of Digital Customer Engagement The Year of Super Human Service A Tribute to Tony Hsieh From Inclusion to Action: Spotlight on Employee Resource Groups Genesys Positioned Furthest for Completeness of Vision in the Gartner 2020 Leaders Quadrant for CCaaS Genesys Celebrates 30 Years of Innovation Better Together: Vote, Because You Can Genesys Salutes Customer Service Representatives During COVID-19 Live Assistance Live Assistance
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Daly City 2001 Junipero Serra Boulevard Daly City, California 94014, United States Phone: +1.650.466.1100 Fax: +1.650.466.1260 Toll Free: 1.888.GENESYS Sales - California Sales Toll Free: 1.888.GENESYS Training – Genesys University - California Training – Genesys Beyond Indianapolis HQ 2 7635 Interactive Way Indianapolis, Indiana 46278, United States Indianapolis 7601 Interactive Way Indianapolis, Indiana 46278, United States Phone: +1 (317) 872.3000 Indianapolis W79th 5501 W79th Street Indianapolis, Indiana 46268, United States Training – Genesys University - Indiana Training – Genesys Beyond Burlington Genesys 5th Floor 77 South Bedford Street Burlington, Massachusetts 01803, United States Durham 4307 Emperor Blvd Suite 300 Durham, North Carolina 27703, United States Salt Lake City 6975 Union Park Avenue, Suite 600, Cottonwood Heights, Utah 84047, United States Madison 912 S. Paterson St., Suite 1 (912 Williamson St), Madison, Wisconsin 53703, United States New Brunswick 50 Smythe Street Suite 2000 Saint John, New Brunswick E2L 0B8, Canada Phone: +1.506.637.3900 Fax: +1.506.637.3901 Toll Free: +1.888.GENESYS Ontario Genesys Canada 1380 Rodick Road Suite 201 Markham, Ontario L3R 4G5, Canada Phone: +1.905.968.3300 Fax: +1.905.968.3400 Quebec 1155 University Quebec, H3B 5L6 Canada Buenos Aires Humboldt 1509, 5th floor, Zip Code 1414 Buenos Aires, Argentina Phone: +54 11 5128 4514 São Paulo Av. Das Nações Unidas, 12.995 – 20º andar 04578-000 – São Paulo, SP Brazil Phone: +55 11 3197 8004 Santiago Av. Alonso de Cordova 4355, Office 802, Las Condes - SCL, Chile Bogotá Calle 97A # 9A – 50 Edificio KDOS Oficina 602 Bogotá, Colombia Phone: +57 1 5085909 México CORPORATIVO SAMARA Antonio Dovalí Jaime No. 70 Torre C piso 13 Col. Santa Fe Alcaldía Alvaro Obregón CP: 01210 CDMX Phone: +52 55 53502115 Zaventem Leonardo Da Vincilaan 9, 2nd floor (TOO) 1935 Zaventem Brussels, Belgium Prague Genesys Telecommunications Laboratories Stepanska 49 110 00 Prague 1, Czech Republic Phone: +420 228 881 017 Email: Brest 8 Rue de Kervézennec BP 82 802, 29228 Brest Cedex 2 France Email: Paris Genesys Telecommunications Labs France 65 rue Camille Desmoulins 92130 Issy les Moulineaux France Phone: +33 1 41 10 17 17 Fax: +33 1 46 45 49 74 Training – Genesys University - Paris Training – Genesys Beyond Frankfurt THE SQUAIRE 11 Floor: Bauteil 3, Ebene 09, Mietbereich 11.02, Frankfurt 12, D-60549 Frankfurt am Main, Germany Phone: +49 89 4512590 Munich Genesys Telecommunications Lab. GmbH Joseph-Wild-Straße 20 81829 München Germany Phone: +49 89 4512590 Fax: +49 89 451 259 10 Greece, Balkans - Sales Sales Phone: +30 694 633 7804 Email: Galway 2nd and 3rd Floors, Woodquay Court, Galway, Ireland Phone: +353 91 428 400 Tel Aviv 21A Habarzel Street, 4th floor Tel-Aviv 6971029, Israel Phone: +972 72 220 1800 Email: Milan Via Torri Bianche 7 Edificio Faggio-6 piano Vimercate 20871 Italty Phone: +39 039 225 0400 Fax: +39 039 6858905 Rome Genesys Telecommunications Italy c/o Eurosky Viale Giorgio Ribotta 21-00144 Roma, Italy Luxembourg Dennemeyer & Associates S.A 55, rue des Bruyeres 1274 Howald Luxembourg Warsaw Wronia 31 00-846 Warszawa Poland Phone: +48 22 255 29 00 Email: Warsaw - Sales Sales Phone: +48 22 307 2238 St. Petersburg 34,35, 36 - H, Baltis Plaza St. Petersburg, Russia Russia, Belarus, Ukraine, Kazakhstan - Sales Russia, Belarus, Ukraine, Kazakhstan - Sales Phone: +7(495) 283 95 74 Email: Riyadh Building 6, Suite 3, Al Oruba Street Corner Prince Turki Bin Abdulaziz St. Riyadh, Saudi Arabia Phone: +966 11 250 2900 Email: Johannesburg Willow Wood Office Park, Block D, Corner 3rd Ave & Cedar Ave, Fourways, South Africa Phone: +27110592911 Email: Sales - Johannesburg Sales Email: Madrid Paseo de la Castellana 216 28046 Madrid, Spain Phone: +34 911 981 700 Fax: +34 91 732 08 79 Stockholm Office address: Genesys c/o Convendum Jakobsbergsgatan 16, 4tr 111 44 Stockholm Stockholm Postal address: Genesys Box 16404 103 27 Stockholm Sweden Phone: +46 844 68 07 78 Zürich Genesys International B.V., Zweigniederlassung Zürich Ernst-Nobs-Platz 1 CH-8004 Zürich Switzerland Phone: +41 43 508 80 78 Naarden Gooimeer 6 – 02 1411 DD Naarden The Netherlands Phone: +31 20 650 0000 Email: Training – Genesys University - Naarden Training – Genesys Beyond Belfast The Linenhall building, 8th floor 32-38 Linenhall Street Belfast, Antrim, Northern Ireland BT2 8BG, The United Kingdom Birmingham Ts4 Pinewood Business Park, Coleshill Road Marston Green, Birmingham, The United Kingdom B37 7HG London Genesys Telecommunication Laboratories - Europe Ltd Building 4.1 Frimley Business Park, Frimley, Camberley, Surrey GU16 7SG, The United Kingdom Phone: +44 1276 457000 Fax: +44 1276 457001 Training – Genesys University - London Training – Genesys Beyond Istanbul Dr. Adnan Büyükdeniz Cad. No: 4 Akkom Office Park 2. Blok Kat.10 İstanbul, 34768 Ümraniye, 34768 Turkey Sales - Istanbul Sales Phone: +902129003228 Email: Dubai Dubai Internet City, Building 1, 3rd Floor Office 306 Dubai, United Arab Emirates Phone: +971 4 450 6100 Email: Brisbane Suite 22A, Level 2, Kings Row 2, 50 McDougall St, Milton QLD 4064, Australia Canberra Level 5, Office 520, 15 Moore St, Canberra ACT 2601, Australia Melbourne Level 17, 60 Albert Road, South Melbourne, Victoria 3205, Australia Training – Genesys University – Melbourne Training - Genesys Beyond Sydney Level 20 141 Walker Street North Sydney, New South Wales 2060, Australia Phone: + 61 2 9463 8500 Email: Training – Genesys University - Sydney Training – Genesys Beyond Beijing The Executive Centre Suite 903,905, Level 9, Tower 2 China Central Place, No.79 Jianguo Road Chaoyang District, Beijing Phone: +86 020-8733 4382 Email: Guangzhou Guangzhou Phone: +86 020-8733 4382 Email: Hong Kong 4/F Lee Garden 3, 1 Sunning Road, Causeway Bay, Hong Kong, China Phone: +852 5803 0026 Email: Shanghai Unit 10, Floor 23, Ciros Plaza, No. 388 Nanjing West Road, Putong District, Shanghai, China Phone: +86 021 6119 5892 Email: Taiwan Region Taiwan Region Phone: +886 2 2656 3473 Email: Chennai Genesys Telecom Labs India Pvt Ltd. Global Info City Park, Block C, 4th Floor, Plot No. 40, M.G.R Salai, Perungundi, Chennai - 600 096 - Tamil Nadu, India Phone: +91 44 4019 3500 Training - Genesys University Chennai Training - Genesys Beyond Gurgaon GENESYS TELECOM LABS INDIA PRIVATE LIMITED, Skootr Global Pvt. Ltd, 12th Floor, Building # 9B, DLF Cyber City, DLF Phase 2, Sector 24, Gurgaon, Haryana - 122002, India Hyderabad Genesys Telecom Labs India Pvt. Ltd. 1st Floor, Santa Sriram Tech PSR Prime Towers, Adjacent to DLF Cyber City, Gachibowli, Hyderabad, Telangana - 500032, India Tokyo We Work, Kamiya-cho Trust Tower, 4-1-1 Toranomon, Minato-ku, Tokyo Phone: +81 3 5989 1300 Auckland Suite 1, Level 6, 10 Viaduct Harbour, Auckland 1010, New Zealand Wellington Level 15, Suite 1532, 171 Featherston Street, Lambton 6011, New Zealand Manila Level 16 Cyberpark Tower 1, Corner General Aguinaldo & McArthur Avenues, Araneta Center, Quezon City, Philippines, 1109 Phone: +63 2 8864 3000 Singapore 9 Raffles Place #34-01 Republic Plaza I Singapore 048619 Phone: +1800 130 1805 Seoul ASEM Tower 17F, 524 Bongeunsa-ro, Gangnam-gu, Seoul, South Korea Phone: +82 2 2056 9600 Fax: +82 2 556 2419 Bangkok 23/F, MThai Tower All Seasons Place 87 Wireless Road Patumwan, Bangkok 10330 Thailand Phone: +66 81 556 4018
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Get the flexibility, security and scale you need with Genesys Cloud. Companies like this grow exponentially by changing the future of their industry. And they rely on technology partners with the same passion for evolution. Built by disruptors, the Genesys Cloud platform is transforming the contact center industry by delivering innovation to companies of all sizes, everywhere. There’s a reason for seamlessly integrating voice and digital channels — empowering agents, delighting customers and creating better business outcomes overall. See how an enterprise customer goes global with over 900 agents to personalize the digital buying experience for more than 5 million members worldwide. The cloud is your playground for hypergrowth, providing the flexibility and speed you need to get ahead. But many clouds have monolithic architectures that are connected to antiquated methodologies and restrictive operations. The Genesys Cloud platform is built differently; it delivers the agility, efficiency and resilience you need to reliably respond to change. The Genesys Cloud platform is designed to take full advantage of modern cloud strategies and technologies. Microservices, API-first development, open data and artificial intelligence (AI) give you rapid innovation, agility and resilience. We use Agile development practices to balance speed, predictability and quality, as well as DevOps methodologies to combine forces with operations. The Genesys Cloud platform knits these modern approaches together so you can quickly adapt to change. Through global public cloud services that allow our engineers to treat infrastructure as code, the Genesys Cloud platform gives you unmatched scale, security, uptime and continuity. Worry less about human errors bringing you down or getting in your way. The Genesys Cloud platform is designed to provide maximum geographical coverage for companies worldwide. Placed furthest for Completeness of Vision Buy a powerful, all-in-one solution to establish your new foundation in the cloud. Build the rest — creating the ideal mix of capabilities for your unique business needs — through a continuously evolving platform that empowers users of all technical levels to differentiate. And gain the flexibility to consume services the way you want. Broad and deep capabilities The Genesys Cloud solution delivers the broadest and deepest set of all-in-one Contact Center as a Service (CCaaS) capabilities available to expedite progress, reduce complexity and simplify the user experience. This means your team doesn’t have to build as much and, because of the power of the Genesys Cloud platform, what you do develop will have a greater impact. Single set of microservices Single toolset Give your developers a single set of contact center APIs, SDKs and developer tools. Your team will spend less time learning different environments and connecting applications to deliver, and build on, a complete solution in the cloud. Single interface Get a single do-it-all interface for developers, administrators, operations experts, supervisors and agents. From system configuration and customization to engaging employees and customers in more personal ways, a single web-based interface makes it easy for your teams to do their jobs. Single support team While other cloud contact center providers offer complete solutions, their underlying applications are typically built separately, combined later or come from third parties. Employing a wide range of powerful capabilities using a single set of services means you only have to work with one team of experts. Genesys Cloud for Salesforce Add Genesys Cloud interaction controls directly into your Salesforce interface with a pre-built integration by Genesys. Interaction types supported include inbound voice, callback, outbound dialing, chat, email, messages and voicemail. You can also route Salesforce emails, add click-to-dial, store interaction details within Salesforce and more. A free trial and single-click install are available on the Genesys AppFoundry Marketplace. Genesys Cloud for Zendesk Add Genesys Cloud interaction controls directly into your Zendesk interface with a pre-built integration by Genesys. Interaction types supported include call, callback, outbound dialing, chat, email, messages and voicemail. You can also add click-to-dial, store interaction details within Zendesk and more. Microsoft Dynamics 365 Connector Embed the Genesys Cloud interface within your Dynamics interface with a pre-built integration by Softphone. Rapidly deliver customer information to agents on a call by using call data from the Genesys Cloud solution to access your Dynamics account as well as a contact or case information. Outbound dialing from a Dynamics form using click-to-dial is also supported. A free trial and single-click install are available on the Genesys AppFoundry Marketplace. AppFoundry Browse the Genesys AppFoundry Marketplace to choose from a curated selection of integrations, applications and services that complement the Genesys Cloud solution to meet your specific requirements. You’ll find CRM integrations, unified communications solutions, additional analytics tools, gamification apps and much more. Partner network Connect with one of our partners to customize your Genesys Cloud solution using an existing add-on app or something they’ve developed specifically for you. We’ll help you find the right partner based on your requirements and industry segment. Find the right value-add reseller, strategic alliance partner or technology partner, depending on your needs. Web hooks Use web hooks to automatically post notifications about events occurring in one of your enterprise web applications to Genesys Cloud chat rooms. You use a query to set up the types of events to push, and then select which chat rooms should receive those notifications. The Genesys Cloud platform supports web hook integrations with a variety of third-party systems, including Bitbucket, GitHub, Jenkins, JIRA, PagerDuty, Pivotal Tracker, StatusPage, Trello, UserVoice and Zendesk. Data actions Gather data using external systems and tools and then perform actions in Genesys Cloud applications. You can use pre-built data actions, or build custom ones yourself, to make routing decisions within your interaction flow in Architect, to present information to your agents in scripts, or to act on data in other ways. Use our pre-built data actions for Salesforce, Zendesk, Microsoft, AWS and Genesys Cloud, or build your own custom actions against most JSON-based web services. Events (Coming soon) Genesys Cloud events let you react in real time to changing conditions within your contact center, wire-up events from other enterprise applications, perform operations on schedule and more. Use Architect workflows to keep all your enterprise applications communicating with each other and always synchronized. Embeddable frameworks Make it easy for your development team to put Genesys Cloud services inside your systems and tools with our embeddable framework. A common framework is shared by our CRM system and browser extension integrations, including Chrome, Firefox, Salesforce and Zendesk. The framework manages the interaction lifecycle, making API calls for the most common agent functions. Improvements to the Genesys Cloud platform are automatically available to your implementation. APIs Your developers can build almost anything, in any programming language, using the same fully secured and versioned public REST APIs that are used to build the Genesys Cloud all-in-one solution. Get APIs specific to your platform, co-browse, embeddable frameworks, screen share, web chat, web services data dip, web hooks, WebRTC softphone and client apps. As an API-first native cloud, the Genesys Cloud platform handles billions of API requests weekly. SDKs Grant developers access to client libraries that wrap REST API calls in a simple-to-use interface for integrating the Genesys Cloud platform with your other applications. Documentation and source code are provided for the following languages: JavaScript, Java, Microsoft .NET, Ruby, Python, iOS and Go. Genesys Cloud Developer Center Give your dev team one place to go for all they need to build on the platform quickly. The Genesys Cloud Developer Center offers traditional resources, such as API and SDK documentation, open-source code examples and step-by-step tutorial projects. It also gives you access to easy-to-use development tools and a developer community to collaborate with experts. Genesys Cloud Dev Community Join the discussion in a forum curated by developer evangelists and contributors to the core Genesys Cloud platform. Use the forum to engage with experts on best practices, functional capabilities and common issues. Learn from your peers, too. Three plans Choose from three simple Genesys Cloud pricing plans, based on the capabilities you need. Add-on bundles Add digital channels to Genesys Cloud 1 or Genesys Cloud 2 plans, if you need them. Everyone in your organization can have access to additional channels or you can limit access to specific users. Billing options Choose the billing option that works best for you: billing based on named users, concurrent users or at an hourly rate for the total duration of time users are logged in to Genesys Cloud solution. Voice services Use convenient and flexible voice services. Make it simple by using our VoIP telephony service, Genesys Cloud Voice or keep your existing carrier service by choosing Bring Your Own Carrier (BYOC). Unified communications Unified communications and collaboration (UCC) capabilities are included with the Genesys Cloud all-in-one solution. You can use these to replace aging PBX systems and unify collaboration across the enterprise — or integrate with popular UCC solutions from Microsoft, Cisco, Zoom and others. You have to be able to trust the cloud solutions and platforms you use. That’s why we openly seek and publish information about protection and performance. Security is our top priority. We ensure your data is protected at all times and are constantly innovating to keep it that way. Your data is safe, and you have full control over it. We stay on top of the latest privacy developments so that doesn’t change. Regular audits and certifications ensure our cloud service meets a wide range of standards and compliance regulations. Go online anytime to see our security policy and performance — operational status, availability metrics and incident history. Grow globally without limitations, rapidly deploy innovations, empower your employees, give developers all the tools they need — and more. Discover six reasons to choose the Genesys Cloud platform. If you’re not ready to customize, you can start with the easy, all-in-one contact center solution as your foundation in the cloud — and build on it when the time is right. Designed with the world’s largest brands in mind, the Genesys Engage™ solution powers competitively superior customer experiences and digital transformation — at any scale. Our flexible pricing options are designed to help you purchase only the capabilities you need. If you want to scale down or upgrade at any time, we make it easy. Request a demo to see how Genesys Cloud enables fluid conversations across digital and voice channels in an easy, all-in-one interface. Discover how your company can reap the benefits of a speedy deployment and simple administration, transforming your contact center into an experience center virtually overnight. Oops! We have your personal email. We’ll contact you directly to set up a date and time that works with your schedule
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h3|Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Get real-world CX survival secrets Stay fresh and innovative Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Trust with transparency There’s good reason to choose Genesys Cloud We have options to fit your needs See everything you can do with Genesys Cloud. Thank you for your interest.
h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore One of the world’s largest cloud contact centers builds on the Genesys Cloud™ platform to empower more than 30,000 peak agents to serve customers in new ways. Scalable cloud-native architecture Continuous cloud delivery Less worry, more efficiency Global regions All-in-one solution Add simply Extend easily Develop powerfully Consume flexibly Security Privacy Compliance Transparency Keep it simple with the Genesys Cloud solution Manage more complexity with Genesys Engage Explore pricing options for Genesys Cloud Live Assistance Live Assistance
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sp|COVID-19 impact. +1.888.436.3797 Super Human Service future-proof Deploy a single set of microservices built to work together from the start, including major services such as base, carrier, application, AI and analytics services. This speeds your deployment, expansion and access to innovation. Welcome back By providing your information, you agree to our . +1.888.436.3797 | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisRequest a demo Request a quote Design your solution Contact us The right cloud contact centre software makes providing great customer experience easy, from call centre basics to the latest CX innovations. With contact centre software from Genesys, you get the best and broadest customer and employee experience capabilities — and a partner who is with you all the way. Deliver personalised experiences on the channel of your customers’ choice and give your team the tools to make every moment count. Genesys Engage™ offers choice and control with on-premises, private cloud and public cloud options. Designed with the world’s largest brands in mind, Genesys Engage combines intelligent routing of channels and work with advanced outbound and self-service capabilities. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|Everything you need to deliver better customer experiences
h2|Better tools make for better conversations
h3|Deliver mission-critical CX with Cloud & AI The radically easy, all-in-one cloud contact centre. You have options — to fit your needs and wants
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Live Assistance Live Assistance
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sp|COVID-19 impact. Genesys PureConnect™ provides a rich set of capabilities and reliability for contact centres looking for an all-in-one on-premises solution. | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisRequest a demo Request a quote Design your solution Contact us Analyst Webinar Analyst Webinar Partner Webinar Genesys Webinar Demo Webinar Analyst Webinar Genesys Webinar Genesys Webinar Genesys Webinar Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Analyst Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Analyst Webinar Genesys Webinar Genesys Webinar Genesys Webinar Customer Webinar Genesys Webinar Analyst Webinar Partner Webinar Genesys Webinar Genesys Webinar Best Practice Webinar Best Practice Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
di|BPOs in Asia-Pacific: Reinventing growth [cutoff co_thick="2px"][webinarschedulesingle] To continue watching, be sure to register to watch the full on-demand recording! The BPO industry has seen two decades of impressive growth. Lower cost aided by an offshore model has been a key driver of the growth agenda. The transition to digital has long been discussed as a challenge to the industry. Covid-19 has compounded this challenge and there is now an urgent need to transform. The growth opportunities for BPOs are many, but the key imperatives that will drive future growth will be different from the ones of the past. Join us for this exclusive webinar and learn the key research insights including: How the BPO industry is transforming to keep pace with client needs Key technologies shaping the future of the BPO industry The growing importance of employee engagement How Genesys is partnering with the world’s best to support this transformation Register now to hear from the report’s lead analyst, Manoj Menon, in discussion with Rohan Khanna, GM of Technology, Innovation & Projects, Probe Group, on collaborating to create a new future. [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8EEQAY"] Meet the Speakers Manoj Menon Founder and Managing Director Twimbit Rohan Khanna GM- Technology, Innovation & Projects Probe Group CX Priorities for Insurance 4.0 in Asia-Pacific [cutoff co_thick="2px"][webinarschedulesingle]COVID-19 is proving to be a catalyst for the digital transformation of every industry including insurance. Companies need to transform with a sense of urgency to stay relevant and meet the evolving consumer needs. Asia-Pacific as a region is the front-runner of that change and one of the key engines of growth for the global insurance business. Genesys partnered with the research firm, Twimbit to take a closer look at the challenges and innovation opportunities in the region. The research examined a cross section of companies to understand their current and future CX strategy. Join us for this exclusive webinar and learn the key research insights including, How the insurance industry is transforming to keep pace with consumer expectations Key technologies shaping the future of customer experience in insurance Asia-Pacific and global best practices How Genesys is partnering with the world’s best to support this transformation Register now to hear from the reports lead analyst in discussion with industry leaders on collaborating to create a new future.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001IdA1QAK"] Meet the Speaker Manoj Menon Founder and Managing Director Twimbit Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud [cutoff co_thick="2px"][webinarschedulesingle] Deliver truly personalised experiences with industry leaders Personalised customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. Join us for this exclusive webinar to learn how the Genesys and Microsoft partnership unlocks new value, personalisation and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Achieve security and scale via a proven customer experience platform Move from on-premises to the cloud with confidence Leverage existing Genesys and Microsoft investments to maximise experiences Move to the cloud and gain the control and efficiencies that the Genesys EngageTM product and Microsoft Azure provide together.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kq2sQAA"] Meet the Speakers David Totten Chief Technology Officer, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys Genesys Webinar Channel Surfing: Mastering Digital Channels for your business [cutoff co_thick="2px"][webinarschedule]Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels. If you’re looking to add new digital channels or want to get the most from channels you’ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy. Get practical guidance on how to deliver amazing customer experiences through digital channels. Register today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YYWEQA4"] Meet the Speakers Robin Gareiss CEO & Principal Analyst Metrigy Charlie Godfrey Senior Director Genesys Neil O’Donohue VP, Professional Services Genesys Demo Webinar Your contact center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Your contact center is your brand’s direct line to customers. If your contact center technology gives agents headaches and creates disjointed customer experience, it’s time for a change. Join us for an interactive session to see just how straightforward Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Getting to the cloud quickly — without compromising security and availability Essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! See how Genesys Cloud creates seamless customer experiences, enables agents with the tools they need, and deploys in minutes — not months. Sign up now for this special program and you’ll receive a complimentary margarita kit. Register by April 19th to ensure your kit arrives ahead of the webinar![mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YZ9JQAW"] Meet the Speakers Barbara Gonzalez VP, Global Business Consulting Genesys Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Asia-Pacific CX Transformation Readiness Study 2021 Gearing up businesses to deliver holistic customer experience in 2021 and beyond [cutoff co_thick="2px"][webinarschedulesingle]The coming decade marks the transition from customer service orientation to holistic customer experience design, necessitating a significant shift in the strategy and transformation approach. Navigating this transition signifies the biggest challenge – and opportunity – for companies across Asia-Pacific. Genesys, along with the research firm- Twimbit commissioned an Asia Pacific market study including 495 business and IT decision-makers across 14 countries to evaluate their Customer Experience Transformation Readiness. The study examines the level of cloud and artificial intelligence (AI) adoption in companies, the current level of digital engagement, the readiness of businesses to transform their employee experience strategy, especially when facing an unexpected event, and the leadership to spur transformation and deliver exceptional experiences. Join us for this exclusive webinar where our experts uncover the findings of the research and discuss: The current state of customer experience transformation efforts across the Asia Pacific Reasons why readiness differs in each region and what their respective priorities are Market perception about the benefits and challenges of key technologies enabling customer experience Best practices for businesses to design memorable experiences for their customers [mktoform cta_header="Register" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxfKQAQ"] Meet the Speakers Jean-Marc Provost Director Digital & Conversational AI Genesys Manoj Menon Founder and Managing Director Twimbit David Rizzo President of APAC Teleperformance On-demand Genesys and Google Cloud: Powering the future of customer experience [cutoff co_thick="2px"][webinarschedulesingle]We are also doing this webinar in other languages. To attend the Thai webinar, click here. To attend the Indonesian Bahasa webinar, click here.[cutoff co_thick="2px"] When your Bot and Routing solutions understand each other and leverage the customer journey, customers don’t have to repeat themselves…and they’ll love you for it. Genesys and Google Cloud, global leaders in contact centre software and enterprise cloud platforms, have teamed up to deliver AI-powered customer and employee experiences. Join this webinar to understand how businesses are improving customer service with AI that talks, understands and interacts. You will also learn: how organisations are increasing customer and agent satisfaction and improving operational efficiency how to quickly deploy new self-service microapps that reflect best practices in business processes to give you a competitive advantage how a multilingual and platform-agnostic solution can support multiple languages, a number of single-click integrations, and supports many SDKs [mktoform cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsVQAQ"] Meet the Speakers Tim Dawson Cloud Partner Solutions Lead Google Cloud Jean-Marc Provost Director Digital & Conversational AI Genesys Matt McPhee Senior Solutions Consultant Genesys On-demand Genesys และ Google Cloud รวมพลังเพื่อสร้างประสบการณ์ลูกค้าแห่งอนาคต [cutoff co_thick="2px"] วันอังคารที่ 22 กันยายน 2563 เวลา 14.00 น. เมื่อ Solution BOT และ Routing ทำงานร่วมกันเพื่อสร้างและจดจำ Customer Journey ลูกค้าจึงไม่จำเป็นต้องเล่าเรื่องเดิมซ้ำๆ แน่นอนนี่คือสิ่งที่คุณคาดหวัง Genesys ผู้นำระบบ Contact Center และ Google Cloud ผู้นำระบบคลาวด์ ร่วมมือกันเพื่อส่งมอบความสามารถของ AI มาช่วยยกระดับการให้บริการลูกค้าและสร้างประสบการณ์ที่ดีกับพนักงานให้บริการ เข้าร่วม Webinar เพื่อเรียนรู้ พูดคุย แนวทางที่ธุรกิจนำ AI มาใช้ในการปรับปรุงการให้บริการลูกค้า และคุณจะได้เรียนรู้ แพลตฟอร์มทรงพลังที่รองรับมากกว่า 20 ภาษา เชื่อมต่อง่าย รวดเร็วและหลากหลาย SDK เพิ่มความพึงพอใจให้กับลูกค้าและพนักงานให้บริการ รวมถึงปรับปรุงการบริหารงานให้มีประสิทธิภาพ และ นำ Self-Service Microapp มาปรับใช้ในขั้นตอนต่างๆของธุรกิจเพื่อให้คุณได้เปรียบในการแข่งขัน [mktoform cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsaQAA"] Meet the Speakers Nantawat Eamchareon Customer Solution Consultant Google Cloud Partitan Rungkrae (ปฏิธาน รุ่งแกร) Solutions Consultant Genesys Kulachart Ngernoermpoon Country Manager Genesys On-demand Genesys dan Google Cloud: Memberdayakan masa depan pengalaman pelanggan. [cutoff co_thick="2px"]September 22nd, 10AM WIBSaat Bot dan Routing anda memahami satu sama lain, dan memanfaatkan perjalanan pelanggan, pelanggan tidak perlu mengulangi kebutuhan mereka … dan pelanggan akan lebih menyukai brand anda Genesys dan Google Cloud, pemimpin global di contact centre software dan platform cloud, telah bekerja sama untuk memberikan pengalaman pelanggan dan karyawan yang didukung AI. Bergabunglah di webinar ini untuk memahami bagaimana bisnis meningkatkan layanan pelanggan dengan AI yang berbicara, memahami, dan berinteraksi. Anda juga akan belajar: bagaimana solusi multibahasa dan platform-agnostik dapat mendukung lebih dari 20 bahasa, 14 integrasi dengan sekali klik, dan 7 SDK; meningkatkan kepuasan pelanggan dan agen serta meningkatkan efisiensi operasional; dan, dengan cepat memberlakukan microapp layanan mandiri baru yang mencerminkan praktik terbaik dalam proses bisnis untuk memberi Anda keunggulan kompetitif [mktoform cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsfQAA"] Meet the Speakers Sugianto Rahardja Head of Sales Google Cloud Hunady Budihartono Country Manager Genesys Doddy Kartiwa Principal Solutions Consultant Genesys Clear Asia-Pacific CX Transformation Readiness Study 2021 Gearing up businesses to deliver holistic customer experience in 2021 and beyond [cutoff co_thick="2px"][webinarschedulesingle]The coming decade marks the transition from customer service orientation to holistic customer experience design, necessitating a significant shift in the strategy and transformation approach. Navigating this transition signifies the biggest challenge – and opportunity – for companies across Asia-Pacific. Genesys, along with the research firm- Twimbit commissioned an Asia Pacific market study including 495 business and IT decision-makers across 14 countries to evaluate their Customer Experience Transformation Readiness. The study examines the level of cloud and artificial intelligence (AI) adoption in companies, the current level of digital engagement, the readiness of businesses to transform their employee experience strategy, especially when facing an unexpected event, and the leadership to spur transformation and deliver exceptional experiences. Join us for this exclusive webinar where our experts uncover the findings of the research and discuss: The current state of customer experience transformation efforts across the Asia Pacific Reasons why readiness differs in each region and what their respective priorities are Market perception about the benefits and challenges of key technologies enabling customer experience Best practices for businesses to design memorable experiences for their customers [mktoform cta_header="Register" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxfKQAQ"] Meet the Speakers Jean-Marc Provost Director Digital & Conversational AI Genesys Manoj Menon Founder and Managing Director Twimbit David Rizzo President of APAC Teleperformance On-demand Genesys dan Google Cloud: Memberdayakan masa depan pengalaman pelanggan. [cutoff co_thick="2px"]September 22nd, 10AM WIBSaat Bot dan Routing anda memahami satu sama lain, dan memanfaatkan perjalanan pelanggan, pelanggan tidak perlu mengulangi kebutuhan mereka … dan pelanggan akan lebih menyukai brand anda Genesys dan Google Cloud, pemimpin global di contact centre software dan platform cloud, telah bekerja sama untuk memberikan pengalaman pelanggan dan karyawan yang didukung AI. Bergabunglah di webinar ini untuk memahami bagaimana bisnis meningkatkan layanan pelanggan dengan AI yang berbicara, memahami, dan berinteraksi. Anda juga akan belajar: bagaimana solusi multibahasa dan platform-agnostik dapat mendukung lebih dari 20 bahasa, 14 integrasi dengan sekali klik, dan 7 SDK; meningkatkan kepuasan pelanggan dan agen serta meningkatkan efisiensi operasional; dan, dengan cepat memberlakukan microapp layanan mandiri baru yang mencerminkan praktik terbaik dalam proses bisnis untuk memberi Anda keunggulan kompetitif [mktoform cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsfQAA"] Meet the Speakers Sugianto Rahardja Head of Sales Google Cloud Hunady Budihartono Country Manager Genesys Doddy Kartiwa Principal Solutions Consultant Genesys On-demand Genesys และ Google Cloud รวมพลังเพื่อสร้างประสบการณ์ลูกค้าแห่งอนาคต [cutoff co_thick="2px"] วันอังคารที่ 22 กันยายน 2563 เวลา 14.00 น. เมื่อ Solution BOT และ Routing ทำงานร่วมกันเพื่อสร้างและจดจำ Customer Journey ลูกค้าจึงไม่จำเป็นต้องเล่าเรื่องเดิมซ้ำๆ แน่นอนนี่คือสิ่งที่คุณคาดหวัง Genesys ผู้นำระบบ Contact Center และ Google Cloud ผู้นำระบบคลาวด์ ร่วมมือกันเพื่อส่งมอบความสามารถของ AI มาช่วยยกระดับการให้บริการลูกค้าและสร้างประสบการณ์ที่ดีกับพนักงานให้บริการ เข้าร่วม Webinar เพื่อเรียนรู้ พูดคุย แนวทางที่ธุรกิจนำ AI มาใช้ในการปรับปรุงการให้บริการลูกค้า และคุณจะได้เรียนรู้ แพลตฟอร์มทรงพลังที่รองรับมากกว่า 20 ภาษา เชื่อมต่อง่าย รวดเร็วและหลากหลาย SDK เพิ่มความพึงพอใจให้กับลูกค้าและพนักงานให้บริการ รวมถึงปรับปรุงการบริหารงานให้มีประสิทธิภาพ และ นำ Self-Service Microapp มาปรับใช้ในขั้นตอนต่างๆของธุรกิจเพื่อให้คุณได้เปรียบในการแข่งขัน [mktoform cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsaQAA"] Meet the Speakers Nantawat Eamchareon Customer Solution Consultant Google Cloud Partitan Rungkrae (ปฏิธาน รุ่งแกร) Solutions Consultant Genesys Kulachart Ngernoermpoon Country Manager Genesys On-demand Genesys and Google Cloud: Powering the future of customer experience [cutoff co_thick="2px"][webinarschedulesingle]We are also doing this webinar in other languages. To attend the Thai webinar, click here. To attend the Indonesian Bahasa webinar, click here.[cutoff co_thick="2px"] When your Bot and Routing solutions understand each other and leverage the customer journey, customers don’t have to repeat themselves…and they’ll love you for it. Genesys and Google Cloud, global leaders in contact centre software and enterprise cloud platforms, have teamed up to deliver AI-powered customer and employee experiences. Join this webinar to understand how businesses are improving customer service with AI that talks, understands and interacts. You will also learn: how organisations are increasing customer and agent satisfaction and improving operational efficiency how to quickly deploy new self-service microapps that reflect best practices in business processes to give you a competitive advantage how a multilingual and platform-agnostic solution can support multiple languages, a number of single-click integrations, and supports many SDKs [mktoform cta_header="Register Now!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kvsVQAQ"] Meet the Speakers Tim Dawson Cloud Partner Solutions Lead Google Cloud Jean-Marc Provost Director Digital & Conversational AI Genesys Matt McPhee Senior Solutions Consultant Genesys Build A Resilient CX Ecosystem to Deliver Digital Transformation: A Banking Spotlight [cutoff co_thick="2px"][webinarschedulesingle]Now more than ever before, customers need to be at the heart of business transformation. In times like these it’s paramount that any interaction builds a strong, long lasting relationship between your customer and your brand. The past few months has exposed the shortcomings of customer experience strategies that have been established by businesses. To address the rapidly unfolding global situation, organisations need to deliver exceptional customer experience and develop a healthy ecosystem starting from your customer-facing employees to your back-office employees. Join this webinar to learn how to address these turbulent times as we discuss the new digital trends that are shaping the future of the banking sector. In this exclusive webinar, you will learn: A deep understanding of how organisations are embarking on digital transformation, starting with the contact centre How to better position your organisation to achieve success with a digital-first approach How Genesys is helping businesses augment their approach to customer experience to offset the new demands from customers Register now to hear from a leading analyst from Forrester, Riccardo Pasto, as well as Digital and Conversational expert, Jean-Marc Provost and Satish Annamalai.[mktoform cta_header="Register" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t72bQAA"] Meet the Speakers Riccardo Pasto Senior Analyst Customer Experience Forrester Jean-Marc Provost Director, Digital & Conversational AI Genesys Satish Annamalai Digital Customer Experience Consultant Genesys BPOs in Asia-Pacific: Reinventing growth [cutoff co_thick="2px"][webinarschedulesingle] To continue watching, be sure to register to watch the full on-demand recording! The BPO industry has seen two decades of impressive growth. Lower cost aided by an offshore model has been a key driver of the growth agenda. The transition to digital has long been discussed as a challenge to the industry. Covid-19 has compounded this challenge and there is now an urgent need to transform. The growth opportunities for BPOs are many, but the key imperatives that will drive future growth will be different from the ones of the past. Join us for this exclusive webinar and learn the key research insights including: How the BPO industry is transforming to keep pace with client needs Key technologies shaping the future of the BPO industry The growing importance of employee engagement How Genesys is partnering with the world’s best to support this transformation Register now to hear from the report’s lead analyst, Manoj Menon, in discussion with Rohan Khanna, GM of Technology, Innovation & Projects, Probe Group, on collaborating to create a new future. [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8EEQAY"] Meet the Speakers Manoj Menon Founder and Managing Director Twimbit Rohan Khanna GM- Technology, Innovation & Projects Probe Group Employee Engagement for a New Era Engaging and motivating your remote workforce with Workforce Engagement Management and Gamification [cutoff co_thick="2px"][webinarschedulesingle]With many companies around the world now experiencing a massive increase in customer interactions whilst at the same time adjusting to a new world of remote working, businesses are looking to workforce engagement tools, including gamification, to empower and engage their contact centre agents. Join this webinar to learn how Genesys Cloud's in-built suite of Workforce Engagement Management (WEM) capabilities can help you improve customer satisfaction, service levels and employee engagement and reduce costs. See the technology in action with live demos and discover how to: Improve employee engagement and performance with gamified solutions that use machine learning and behavioural analytics Enhance employee development through integrated quality management, coaching and targeted learning. Accurately forecast, schedule and track the performance of multi-skilled employees in any location, with AI-powered resource management Analyse 100% of all voice interactions using speech analytics and sentiment analysis. Increase business agility and reduce manual effort with an integrated platform approach. [mktoform cta_header="Register" cta_button="Register Now!" ar_status="default" cms_hold="RG" cid_id="7011T000001t7uEQAQ"] Meet the Speakers Andy Hardy Strategic Director – Employee Engagement, ANZ Genesys Pascal Leclerc Solutions Director, Gamification Genesys Andrew Thean Principal Solutions Consultant Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Australia and New Zealand’s contact centres have never been busier. The COVID-19 disruption drove a mass migration of agents into the home working environment, but that was just the start. The pressure on agents in industries like banking, retail and government increased dramatically and the economy faced massive and immediate disruption. These pressures have exposed weaknesses and limitations, and fuelled the need to think strategically about how best to meet the customer - and the employees’ – needs in the future. This webinar examines the pressures placed on contact centres and front-line customer service agents, and the important role of technologies such as voicebots in improving customer and employee experiences. While AI, automation and voicebots offer the opportunity to enhance the customer experience, the real power and truly disruptive opportunity comes from blending these technologies into a single solution. In this webinar we will discuss; How the COVID-19 disruption is likely to transform contact centres in the future How three technology pillars - AI, automation and bots will be core to future success The role of voicebots and conversational AI in improving customer and employee experiences How more sophisticated analytics will improve the operational efficiency and effectiveness of contacts centres [mktoform cta_header="Register Now" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001t7u4QAA"] Meet the Speakers Andrew Birmingham Managing Director and Editor in Chief Which-50 Dave Flanagan Director, Digital & Conversational AI - ANZ Genesys Rik Johnson Head of Intelligent Automation Stellar Riccardo Patana Customer Engineer Google Genesys Virtual Coffee Series [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]How Covid-19 is reshaping customer experience and driving transformation COVID 19 has posed some new and challenging times for many businesses. One thing is certain, the importance of contact centres and the role they play in times of crisis has been illuminated. Managing increased call volumes and changing customer behaviour, along with a dynamic remote workforce, has accelerated the drive to digital for many organisations. Join this bitesize Q&A virtual coffee break and hear how Businesses are rapidly scaling with digital channels Contact centres are driving brand experience Organisations are harnessing AI to empower customers Covid19 is reshaping digital transformation agendas [mktoform cta_header="Register Now" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001t6v6QAA"] Meet the Speakers Dave Flanagan Director, Digital & Conversational AI - ANZ Genesys Robyn Stokes Business Consultant Genesys Co-hosted third-party webinar [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]We're all adapting to the COVID-19 pandemic and the 'new normal' way of living and working. Join this panel discussion to hear the experiences of contact centre leaders from Greater Bank, Sunsuper and Deakin University, including the challenges they have faced over the past few months, their highs and lows and learnings. There’s been a lot of talk about best practice and “How-To” during this period, but this is a chance to hear from real companies about what they did and didn’t do, and how that affected them and their businesses. Topics to be covered in this experience-sharing session include: Putting BCP into action - what worked and what didn't? The changing needs of the contact centre workforce Dealing with rapid changes in customer demand Technology successes (and failures?) [genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.youtube.com%2Fembed%2FVQ1HtIANQbQ|title:Watch%20the%20webinar|target:%20_blank|"] Panellists: Natalie Lane Head of Contact Centre Greater Bank Hayley Grey Manager Customer Services Deakin University Jessica Rix Head of Customer Interactions Contact Centre Sunsuper Facilitated by: Sophie Giesen Head of Business Consulting ANZ Genesys Fiona Keough Chief Executive Officer Auscontact Genesys Virtual Coffee Series [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]In recent months customer experience leaders have been challenged in ways unimaginable just a short time ago. From the bushfires that ravaged parts of Australia to the global COVID-19 pandemic contact centres have adapted to rapid change on an unprecedented scale. Join this live Q&A virtual coffee break and hear how contact centres across Australia and New Zealand have responded to the crises of 2020, and adapted to the ‘new normal’ way of living and working. Topics to be covered include: Rapid scalability in unprecedented times A workforce in isolation Resilience to thrive in the ‘new normal’ Planning for an uncertain future [mktoform cta_header="Register Now" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001t6iCQAQ"] Meet the Speakers Mark Buckley Vice President ANZ Genesys Sian Jenkins Marketing Director ANZ Genesys CX Priorities for Insurance 4.0 in Asia-Pacific [cutoff co_thick="2px"][webinarschedulesingle]COVID-19 is proving to be a catalyst for the digital transformation of every industry including insurance. Companies need to transform with a sense of urgency to stay relevant and meet the evolving consumer needs. Asia-Pacific as a region is the front-runner of that change and one of the key engines of growth for the global insurance business. Genesys partnered with the research firm, Twimbit to take a closer look at the challenges and innovation opportunities in the region. The research examined a cross section of companies to understand their current and future CX strategy. Join us for this exclusive webinar and learn the key research insights including, How the insurance industry is transforming to keep pace with consumer expectations Key technologies shaping the future of customer experience in insurance Asia-Pacific and global best practices How Genesys is partnering with the world’s best to support this transformation Register now to hear from the reports lead analyst in discussion with industry leaders on collaborating to create a new future.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001IdA1QAK"] Meet the Speaker Manoj Menon Founder and Managing Director Twimbit Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud [cutoff co_thick="2px"][webinarschedulesingle] Deliver truly personalised experiences with industry leaders Personalised customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. Join us for this exclusive webinar to learn how the Genesys and Microsoft partnership unlocks new value, personalisation and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Achieve security and scale via a proven customer experience platform Move from on-premises to the cloud with confidence Leverage existing Genesys and Microsoft investments to maximise experiences Move to the cloud and gain the control and efficiencies that the Genesys EngageTM product and Microsoft Azure provide together.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kq2sQAA"] Meet the Speakers David Totten Chief Technology Officer, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys Thought Leadership Webinar CX migration secrets revealed The truth behind your contact centre migration [cutoff co_thick="2px"]Learn the secrets for updating your legacy contact centre system to get the modern contact centre you need without the migration horror stories you expect. At Genesys, we’ve helped more than 1,200 companies migrate off legacy contact centre solutions. We know the secrets of a successful migration to a modern customer experience platform. Join us for this webinar that reveals what to expect when migrating your contact centre solutions. Led by industry consultant Stephen Leaden, and Jorge Hurtado Anton of Genesys, you’ll gain: Insights into the real challenges of migrating your solutions in 2019 Details about why it’s important to find a business partner—not just a technology provider—who knows the secrets Information on the proven Genesys “walk, run, fly” methodology Register today and learn the secrets to a successful customer experience migration. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Stephen Leaden President Leaden Associates, INC Jorge Hurtado Anton Sales Program Director, EMEA Genesys [mktoform form_type="contact" cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="Watch Now!" cms_hold="RG" ar_status="default" landing_id="68406" cid_id="7010d000001GaNiAAK"] APAC Consumer CX Preferences and Emerging Tech Trends in 2020 [cutoff co_thick="2px"][webinarschedulesingle]Join us for this online event as we take a deep dive into what drives customer satisfaction and what drives customers to leave! Based on a survey of over 8000 consumers across the Asia Pacific region, hear insights on what is considered good (and bad) customer service. Get ahead of the top emerging CX tech trends of 2020 and understand how you can get the most impact from them while aligning with consumer preferences. Join this webinar to understand: Which channels do APAC consumers find most effective to get their problem solved How consumers feel about bots – and in what circumstances How self-service channels can be used more effectively Which tech can enhance CX with efficiency, reduced effort and personalisation Emerging tech trends and recommendations for CX investment in 2020 [mktoform cta_header="Register to Join" cta_button="Submit Registration" cms_hold="RG" cid_id="7011T000001knmSQAQ"] Meet the Speakers Dave Flanagan Director, Digital & Conversational AI, ANZ Genesys Jean-Marc Provost Director, Digital & Conversational AI, APAC Genesys Best Practice Webinar Migration Guide to a Modern Customer Experience Platform [cutoff co_thick="2px"][webinarschedulesingle]Your outdated legacy system needs to be upgraded. You know that a modern customer experience platform is essential to maintain customer loyalty and growing your business. But for many of you, the idea of moving off legacy technology feels overwhelming due to the sheer effort and the commercial impact it has on the business. So, how can you avoid falling behind your competitors and your customers’ needs without burning through your staff and your budget? Join the exclusive online discussion where Dave Chin, Director, Solution Consulting talks to Sophie Giesen, Senior Manager, Strategic Business Consulting (ANZ) about how Genesys is helping customers move on from their old software and get up-to-date with advanced functionality through special offers for contract changeovers and training that you can access today. Register for this session to hear about: How Genesys has helped over 1200 companies migrate off their legacy solutions How you can get onto your new and advanced platform sooner than you think [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7010d000001GcqSAAS"] Meet the Speakers Sophie Giesen Senior Manager Strategic Business Consulting (ANZ) Genesys Dave Chin Director Solution Consulting Genesys Best Practice Webinar The Urgency of Cloud Why this technology has suddenly become the burning platform for CX [cutoff co_thick="2px"][webinarschedulesingle]Along with Customer Experience and Artificial Intelligence, Cloud is a topic for conversation in almost every business today. It’s easier than ever to consume traditionally expensive and complex technologies with cloud in the picture. However, even with all its upsides, it can be difficult to get to the heart of tangible changes organisations will have to manage or risks that need to be planned for when considering a move from premise to cloud. Join us for the interactive online session where Sophie Giesen will be catching up with Hendrik Coetzee for a frank discussion about these and other cloud-related topics as well as taking questions from the audience. Join the discussion to learn about: Security, Change Management and cost implications of cloud Right strategies & tools to help you with your decision to make the transition How Genesys is investing in cloud and how to access innovation as a customer [cutoff co_thick="2px"] Meet the Speakers Sophie Giesen Senior Manager, Strategic Business Consulting (Australia & New Zealand) Genesys Hendrik Coetzee Principal Solutions Consultant Genesys [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7010d000001GYbrAAG" landing_id="69077"] Winter Release Genesys Winter 2018 Innovations [cutoff co_thick="2px"] As a Genesys customer, you’ve told us that it’s sometimes difficult to get the latest and greatest information on new innovations and platform improvements. We’ve heard you loud and clear, and because of this we’ve been working to simplify sharing and access to information with you - our customers. We’d like to invite you to a special webinar with the product leadership team to hear about the Genesys Winter 2018 Innovations. Winter ‘18 includes a complete view of new capabilities and innovations across the entire Genesys portfolio. This webinar will provide you with an overview of the Winter 2018 Innovations with details on our strategy, and give you access to breakout sessions for each Genesys platform - PureCloud, PureConnect and PureEngage - covering key new innovations for each. Janelle Dieken, Senior Vice President of Product Marketing, will cover the Genesys Winter 2018 Innovation spotlight then there are three breakout options with the product leaders who will cover what’s new for PureCloud, PureConnect and PureEngage. Join the Genesys product leadership team to hear about the best of what’s new and what’s next from Genesys. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi Senior VP, Product Management Genesys Mimi Nguyen VP, Product Management Genesys Steve Rutledge Senior VP, Product Management Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" cms_hold="RG" cid_id="7010d000001KfkBAAS" landing_id="20978"] Frost & Sullivan Webinar Asia Pacific SMB Customer Service Trends Aspirations, Technological Maturity and How to Meet Changing Customer Expectations [cutoff co_thick="2px"][webinarschedulesingle] Customer experience is a top priority for organisations big or small, to stand out in a competitive business environment. Genesys commissioned Frost & Sullivan to survey the Asia Pacific market including over 400 business and IT decision makers in 13 countries. The results of the survey revealed the critical gaps between customer service strategy and actual competencies that may be hindering efforts for great customer experience. Join the webinar to review findings of the research and learn: What is the business imperative of delivering better customer experience What defines a good customer experience How customer service technology is changing, and what SMB contact centres should consider How to bridge the gap between customer service strategy and organisational competencies What are the steps for digital transformation and supporting customers in their channel of choice How to avoid adding siloed technologies, and instead create an integrated multichannel approach How to mitigate the challenges SMBs face in their customer service transformation The key metrics for SMBs when measuring customer experience strategy success [cutoff co_thick="2px"] Meet the Speaker Krishna Baidya Associate Director Digital Transformation Frost & Sullivan Asia Pacific [mktoform cta_header="Register Now" cta_button="Submit" cms_hold="RG" cid_id="7010d000000iYk0AAE" landing_id="68264"] 2019 Trends and Predictions for Customer Experience in Asia Pacific [cutoff co_thick="2px"][webinarschedulesingle]It is essential to business today to stay on top of the latest market changes and technology trends which affect how customers communicate. The exposure people have to new applications, social trends, automation and more, continually raise their expectations for service to new levels, but is customer service technology keeping up? In this webinar we review: How customer experience will evolve in 2019 and beyond What are the technology developments organisations need to be across How the new consumer will lead and influence change in CX direction for companies A crystal ball look into APAC markets like China and the impact local trends have in region and globally How are APAC start-ups disrupting enterprises in tech, service and CX priorities How is automation changing people, business and the market [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Chris Connolly VP, Product Marketing Genesys Jean-Marc Provost Senior Practice Lead, Digital Strategy and CX Transformation, APAC Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="WATCH NOW" cms_hold="RG" landing_id="68037" cid_id="7010d000000mf7j"] On-demand Webinar [this_page_title] [cutoff co_thick="2px"]Our world is moving faster than ever before in history and this is the biggest revolution we’ve been witness to since the dawn of time. We are swimming in technology, information and change. The challenge today is to make your business more human and cut through the noise. Global Futurist Chris Riddell will unlock fascinating insights into the changing behaviours and expectations of our customers, and how you lead a business into beyond tomorrow. Join the webinar and find out: Megatrends that are defining the next 3 years of human experience Innovation insights that are transforming human behaviour The behavioural traits critical to being a business ‘beyond tomorrow’ About Chris Riddell Chris Riddell is an award winning global futurist and industry recognized inspirational keynote speaker on emerging trends in our hyper connected world. He is a global pattern hunter, discovering and identifying how humans are changing and adapting to high speed change, unlocking insights for businesses and leaders in today’s highly disrupted digital world. [webinarschedule][cutoff co_thick="2px"] Meet the Speaker Chris Riddell Global Futurist [mktoform cta_header="Watch on-demand webinar" cta_button="Watch Now!" form_type="custom" landing_id="67244" cid_id="7010d000000maOs" cust_form_id="8626"] Market Education Webinar: Fireside chat: Genesys & Google Cloud—shaping the future of contact centre AI [cutoff co_thick="2px"]Blended AI by Genesys™ enables businesses to combine live agents and bot technology to solve customer needs faster. Genesys customers, which include 65 of the world's top 100 global brands*, can now use the simple, secure and flexible Google Cloud Contact Centre AI to implement, train and use new bots in a fraction of the time. This ground breaking integration enables brands to rapidly deploy some of the industry's smartest bots capable of resolving issues faster than ever before, while also improving customer satisfaction, sales, employee efficiency and more. As a result, businesses can more quickly and predictively route inquiries to the customer service resource (human, bot, or a combination thereof) best equipped to resolve the issue. In addition to delivering a high-quality customer experience, organisations can drive efficiencies by automating routing tasks, such as taking payments or checking balances, all while allowing the more complex interactions to be handled by employees.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Adam Champy Cloud Interactive AI Product Lead Google Paul Lasserre VP Product Management, Artificial Intelligence Genesys Chris Connolly Vice President, Product Marketing Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" cms_hold="RG" landing_id="66810" cid_id="7010d000000mZ2Y"] From Call Centre to Digital Contact Centre: Building your Digital Transformation Strategy [cutoff co_thick="2px"][webinarschedulesingle] A truly digital contact centre redefines the customer experience from start to finish. It’s not just about having the right channels available for customers to use, but integrating technology across the business to provide full customer context with each interaction and leveraging customer data to provide proactive service. This on-demand session discusses, with practical examples, how digital transformation can breathe a new lease of life into your contact centre, including: How to integrate the human touch with digital experiences Driving customer satisfaction through digital transformation Managing channel volume and staffing for new roll-outs Identifying which tools and channels can assist with your digital transformation [webinarschedule][cutoff co_thick="2px"] Meet the Speaker Jean-Marc Provost Senior Practice Lead, Digital Strategy and CX Transformation, APAC Genesys [mktoform cta_header="Get the on-demand webinar" cta_button="Watch Now" cid_id="7010d000000mZ5q" landing_id="67042"] Analyst Webinar [this_page_title] [cutoff co_thick="2px"]Today, empowered customers demand effective, easy and emotionally appealing omnichannel customer experiences across different customer journeys. However, many organizations are not equipped to deliver on these expectations and, therefore, fail to ensure that the promises that they make in the market and the experiences that they deliver reinforce each other. Genesys recently commissioned Forrester Consulting to conduct a survey with over 500 respondents from Asia Pacific to evaluate the hypothesis that too many companies stifle their own marketing and CX efforts because of uncoordinated technology management. During this webinar, our guest speaker, a Forrester analyst, will dive into the main challenges companies face with their CX initiatives and provide recommendations on how to approach these to deliver improved and a consistent customer experience. Key findings from research will be discussed, including: 81% of companies see omnichannel customer experience as a top strategic priority. Customer experience and marketing are converging. Successful CX transformations require a customer-centric culture. Outdated technology is a major barrier to CX improvements. Modern customer experience technology solutions are on the rise. Industry comparisons such as BFSI, eCommerce/Retail, Healthcare and Pharmaceuticals. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Riccardo Pastò Senior Analyst Customer Experience Forrester Consulting James Walford Director Business Development - Digital and Innovation Genesys [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="65551" cid_id="7010B000001SfVf"] [this_page_title] [cutoff co_thick="2px"]The term “digital customer experience” is often bandied about, usually when a company is trying to prove that they’re at the cutting edge of innovation. But there’s still confusion identifying what a great digital customer experience looks like. Digital services and operations are raising the bar in every sector. Organizations are trying to find their own customer experience strategies to stay ahead of their competitors and deliver seamless customer experience through digital channels. Watch this on-demand webinar and find out how to maintain your competitive edge and meet your customers’ digital needs. Topics covered include: Factors that make up a frictionless digital customer experience Putting customer experience at the heart of your digital transformation Using social media, apps, mobile and data to create a digital ecosystem Using your digital journey to create faster and more agile customer insights This on-demand session also includes a demonstration on Genesys Proactive Chat, chatbots, Blended AI (Kate from Genesys) and asynchronous messaging.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers James Walford Strategic Director – Digital and Innovation Genesys Hendrik Coetzee Senior Solutions Consultant Genesys [mktoform cta_header="Watch the on-demand webinar now" cta_button="Watch now" landing_id="65541" cid_id="701U0000000V7GA"] Analyst Webinar [this_page_title] [cutoff co_thick="2px"]The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms–-as such firms are labelled–-recognise that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. In a global survey of over 550 senior executives that was conducted by MIT Technology Review, respondents were asked to describe their customer experience strategies and operations holistically. The research found that nearly 90% of those identified as iconic firms were managing their customer experience from an omnichannel perspective. It’s no surprise that the firms with an omnichannel customer experience were also twice as likely as others to employ leading-edge technology solutions, such as next-generation self-service, loyalty program management and “voice of the customer” survey analytics. These are just some insights you will get from the webinar. See what these findings mean for your CX strategy against companies around the world. Join us for this webinar and learn: The strategies that differentiate an iconic firm from other businesses Which breakthrough technologies will directly impact CX strategies How strategies vary across regions based on maturity and customer expectations [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Ross O’Brien Senior Contributing Editor, MIT Technology Review Insights Jean-Marc Provost Senior Practice Lead – Transformational Customer Experience CoE, Genesys APAC [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="63611" cid_id="7010B000001SWwz"] Demo Webinar [this_page_title] [cutoff co_thick="2px"]Your customers want to interact with you in a variety of ways – email, web chat or a phone call. Most cloud contact centre vendors provide point solutions for multichannel requirements. Or, they integrate multiple siloed solutions. PureCloud is a true all-in-one cloud contact centre solution ideal for businesses with up to 150 agent seats. It has all the tools you need to build a world-class contact centre. Watch the on-demand webinar and see a demo of PureCloud by Genesys. See how: Email, chat and phone calls can be handled by any user using a single web-based desktop application Every phone extension can be transformed into a mobile office with follow-me, softphone, conferencing and more Optimise agent performance and scheduling with built-in workforce optimisation, cross-channel scripting and call recording [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Demo Expert, Genesys Daniel Rood Sr Director, Product & Content Marketing Genesys [mktoform cta_header="VIEW THE WEBINAR!" cta_button="VIEW NOW!" ar_status="dynamic" cid_id="7010B000001YU85"] Analyst Webinar [this_page_title] [cutoff co_thick="2px"]The customer is now back high on the agenda in Asia/Pacific financial institutions. With the right technologies in place, organisations will be in a better position to plan customer engagement to suit the demands of customers – changed by the new world of financial services. In a recent IDC FutureScapes 2018 released by IDC, it is predicted that by 2019, 40% of digital transformation initiatives will use AI services. By 2021, 75% of commercial apps will use AI, and over 90% of consumers will interact with customer bots. Does this mean that customer engagement will take on more and more elements too, and in the process finally fulfil the promise of customer centricity? In this session, IDC Financial Insights explains how the maturation of Artificial Intelligence gives banks and insurers new capabilities never seen before, allowing them to leap into a future defined by meaningful, real-time, and personal customer engagement. Customer Centricity in Asia/Pacific Financial Services in 2018: What Drives the Resurgence, and Implications for Asia/Pacific Financial Services The New "Must-Have" Capabilities in Customer Engagement AI in Customer Engagement: Use Cases, Wins and Best Practices from Early Adopters Getting Started on AI for Customer Engagement: Essential First Steps from IDC Financial Insights [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Michael Araneta Associate Vice President, IDC Financial Insights Dave Giblin Head of Business Consulting, Asia, Genesys [mktoform cms_hold="RG" cta_header="View On-Demand Webinar now" cta_button="Watch Now" landing_id="64292" cid_id="7010B000001SaNO"] Genesys Webinar [this_page_title] Featuring Frost & Sullivan and the APAC IoT-enabled-CX Study [cutoff co_thick="2px"]Wednesday, March 22, 2017 11:30AM SGT / 2:30PM AEDT / 9:00AM IST Frost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across 11 countries in the Asia Pacific region to understand how enterprises approached CX and whether they believed the Internet of Things (IoT) had an impact on their business. Interestingly, of respondents that have IoT-enabled-CX initiatives in place, 68% perceived such initiatives to have improved brand equity for their organisations. Yet 40% of all survey respondents are yet to start on their IoT-enabled customer journey. The pressure to meet the expectations of highly connected, digitally savvy customers is driving significant changes across all industries. IoT can enable countless improvements to products and services, and will significantly affect the way businesses engage with customers and employees. During this webinar, industry experts will present: Key findings from the survey, including how leading organisations are turning the IoT concept into reality Why the IoT-centric customer experience (IoT-CX) may be the most important competitive differentiator available to APAC enterprises Ways to address the challenge of promoting a concrete IoT-CX value proposition How you can get started with a clear IoT-CX roadmap [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Manoj Menon Senior Partner & Asia Pacific Managing Director Frost & Sullivan Andrew Milroy Senior Vice President, Digital Transformation Practice, Frost & Sullivan Jean-Marc Provost Head of Digital Solutions, Asia Pacific, Genesys [mktoform cms_hold="RG" cta_header="Don’t Miss Out" cta_button="View Now!" landing_id="54155" cid_id="7010B000001YGz0"]
h1|Learn the latest from experts, analysts and customers
h2|Upcoming webinars Most popular on-demand webinars Deliver mission-critical CX with Cloud & AI
h3|Deliver mission-critical CX with Cloud & AI
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore BPOs in Asia-Pacific: Reinventing growth CX Priorities for Insurance 4.0 in Asia-Pacific Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud Channel Surfing: Mastering Digital Channels for your business Your contact center, your way: Built in 30 minutes Asia-Pacific CX Transformation Readiness Study 2021 Genesys and Google Cloud: Powering the future of customer experience Genesys และ Google Cloud รวมพลังเพื่อสร้างประสบการณ์ลูกค้าแห่งอนาคต Genesys dan Google Cloud: Memberdayakan masa depan pengalaman pelanggan. Asia-Pacific CX Transformation Readiness Study 2021 Genesys dan Google Cloud: Memberdayakan masa depan pengalaman pelanggan. Genesys และ Google Cloud รวมพลังเพื่อสร้างประสบการณ์ลูกค้าแห่งอนาคต Genesys and Google Cloud: Powering the future of customer experience Build a Resilient CX Ecosystem to Deliver Digital Transformation: A Banking Spotlight BPOs in Asia-Pacific: Reinventing growth Employee Engagement for a New Era AI, automation and voicebots power the contact centre of the future Digital Service – keeping up in a crisis Stories from the ‘front line’ – Facing unforeseen challenges in the contact centre CX Tales from Navigating the Storm CX Priorities for Insurance 4.0 in Asia-Pacific Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud CX migration secrets revealed APAC Consumer Preferences and 2020 CX Trends Migration Guide to a Modern Customer Experience Platform The Urgency of Cloud Genesys Winter 2018 Innovations Frost & Sullivan Asia Pacific SMB Customer Service Trends Webinar 2019 Trends and Predictions for Customer Experience in Asia Pacific Humanity Reinvented | Beyond Tomorrow Fireside chat: Genesys & Google Cloud—shaping the future of contact centre AI From Call Centre to Digital Contact Centre: Building your Digital Transformation Strategy On-Demand Webinar: Meet Customer Experience & Marketing Goals with Modern Technologies Beyond the buzz: Achieving a competitive edge via digital customer experience On-Demand Webinar: Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX How to Build a World-Class Contact Centre with PureCloud AI Propels Financial Institutions into a New Era of Customer Engagement The IoT-Enabled Customer Experience Live Assistance Live Assistance
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sp|COVID-19 impact. On-demand Webinar On-demand Webinar On-demand Webinar 04/14/2021 05/05/2021 | | |
pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 需要演示 获得免费试用 联络我们 ROI calculator 从呼叫中心基础到最新的客户体验创新，合适的云联络中心软件使提供卓越客户体验变得简单。借助 Genesys 的联络中心软件，您将获得出色又齐全的客户和员工体验功能，以及一个与您一路相伴的合作伙伴。 在客户选择的渠道上提供个性化体验，并为您的团队提供各种工具，使每分每秒都变得有意义。 Genesys Engage™ 通过自建部署、私有云和公共云选项提供选择和控制。Genesys Engage 以全球规模最大的品牌为设计参考，将智能渠道路由功能与先进的外呼和自助服务功能集于一身。 Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
h1|满足您提供出卓越的客户体验所需的一切
h2|出色的工具造就更好的对话
h3|客户体验蓝图 简单易行的一体化云联络中心。 您可以根据自己的需求，随心选择
h4|我们的技术 我们的方法 性能 产品 Genesys 的优势 关于我们 我们可以为您提供帮助 浏览 现场协助 现场协助
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sp|2019 新型冠状病毒肺炎影响。 +86 10 6580 0586 Genesys PureConnect™ 为寻求一体化的自建部署解决方案的联络中心提供了丰富的功能和出色的可靠性。 +1.888.436.3797 | | |
pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 需要演示 获得免费试用 联络我们 ROI calculator 作为合作伙伴或独立顾问，您可以依托 Genesys 的技术、奖励和机会来发展业务。客户可以利用广泛的 Genesys 合作伙伴，从计划到实施，推动项目向前发展以取得成效。首先了解可用的合作伙伴类型： 、 、 、 和 。然后，使用 查找拥有可满足您需求的专业技术且值得信赖的当地合作伙伴。 通过 Genesys AppFoundry 计划，客户可以从各种第三方联络中心和客户体验解决方案中找到并实施合适的解决方案。 从 Genesys 合作伙伴计划获取您需要的工具、培训和支持，以充分挖掘业务潜能。 加入 Genesys 独立顾问社区，帮助客户从其客户交互投资中获得更高的业务价值。 与 Genesys 合作，获得行业领先的客户体验技术来满足客户的需求 ― 无论他们在哪个阶段，始终提供一流的客户体验。我们承诺通过合作伙伴计划助您获得成功，奖励绩优者并快速建立技能，为客户提供有目共睹的业务价值。 在向客户提供构建客户体验解决方案的建议时，您可以利用 Genesys 社区支持。使用经验证的最佳实践、市场趋势、分析师见解以及各种工具，您可以帮助客户构建业务系统和流程以最大化业务价值。 通过 Genesys AppFoundry 宣传您的解决方案，它是一个动态应用市场，包含各种 Genesys 认证的解决方案。客户可以轻松浏览和搜索 AppFoundry 市场上的商业应用，这些应用可以解决问题并提升 Genesys 集成的价值。 通过 Genesys AppFoundry 计划，客户可以从各种第三方联络中心和客户体验解决方案中找到并实施合适的解决方案。 从 Genesys 合作伙伴计划获取您需要的工具、培训和支持，以充分挖掘业务潜能。 加入 Genesys 独立顾问社区，帮助客户从其客户交互投资中获得更高的业务价值。 Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
h1|与 Genesys 携手提供一流的客户体验
h2|助力合作伙伴 和客户取得成功的完整生态系统
h3|客户体验蓝图 浏览 Genesys 合作伙伴和解决方案… 加入 Genesys 合作伙伴网络 加入独立顾问社区 充分利用 AppFoundry 解决方案市场 浏览 AppFoundry 浏览 Genesys 合作伙伴和解决方案…
h4|我们的技术 我们的方法 性能 产品 Genesys 的优势 关于我们 我们可以为您提供帮助 浏览 AppFoundry AppFoundry 合作伙伴网络 合作伙伴网络 独立顾问 独立顾问 AppFoundry 合作伙伴网络 独立顾问 现场协助 现场协助
h5|今天我们如何为您提供帮助？
sp|2019 新型冠状病毒肺炎影响。 +86 10 6580 0586 Find out more Find out more Find out more +1.888.436.3797 | | |
pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 需要演示 获得免费试用 联络我们 ROI calculator Genesys Webinar Customer Webinar Customer Webinar Genesys Webinar Partner Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Demo Webinar Genesys Webinar Partner Webinar Genesys Webinar Genesys Webinar Customer Webinar Genesys Webinar Genesys Webinar Customer Webinar Genesys Webinar Genesys Webinar Customer Webinar Genesys Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Webinar Bytes Webinar Bytes AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar Demo Webinar Demo Webinar Genesys Webinar Analyst Webinar Analyst Webinar Demo Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar AppFoundry Webinar Webinar Bytes AppFoundry Webinar Webinar Bytes AppFoundry Webinar Webinar Bytes Webinar Bytes Demo Webinar Demo Webinar Analyst Webinar Webinar Bytes AppFoundry Webinar AppFoundry Webinar AppFoundry Webinar Webinar Bytes Webinar Bytes Demo Webinar Genesys Webinar Analyst Webinar AppFoundry Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Genesys Webinar Genesys Webinar Webinar Bytes Genesys Webinar AppFoundry Webinar Analyst Webinar Genesys Webinar Genesys Webinar Demo Webinar Customer Webinar Genesys Webinar Genesys Webinar Genesys Webinar Demo Webinar Analyst Webinar Genesys Webinar Genesys Webinar Webinar Bytes AppFoundry Webinar Genesys Webinar Genesys Webinar Genesys Webinar Best Practice Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar AppFoundry Webinar Best Practice Webinar Analyst Webinar Customer Webinar Genesys Webinar Genesys Webinar Webinar Bytes AppFoundry Webinar Demo Webinar Customer Webinar Webinar Bytes AppFoundry Webinar Partner Webinar Analyst Webinar Customer Webinar Demo Webinar Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
di|FinTech 金融行业研讨会 平凡生活的非凡奇迹，来自卓越的客服！ 全渠道融合触达技术，全流程赋能业务发展 [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]请您立即注册Zoom网络研讨会，共同探寻卓越的客服所带来的非凡体验！ 日期: 2021年4月22日 时间: 10:45-11:30分 行业发展趋势、挑战、洞见 保险科技赋能全渠道客户触达，提升转化 保险科技赋能全流程业务作业，降本增效 一站式服务助力保险行业实现新的业务增长 [mktoform cta_header="立即注册" cta_button="点击注册" cms_hold="RG" cid_id="7011T000001YYUcQAO"] 演 讲 人 骆丽娟 亚太区首席咨询顾问 Genesys Genesys在线研讨会 G遇勇进 传统呼叫中心的平安转型 [cutoff co_thick="2px"]陈旧的呼叫中心，毛病多多： 维护成本高，升级扩容难，员工效率低，客户不满意。用之费力，弃之可惜。 最重要的是： 不能实现全渠道交互 人工与智能客服无法协同工作 无法满足企业转型发展的需求 Genesys联合平安金服将倾力为您打造 “ G 遇勇进，传统呼叫中心的平安转型 ” 在线研讨会–2019年10月17日/星期四/上午10:45分 客户体验管理是激流勇进，锐意创新的科学。迎接AI与5G时代，企业需要大胆突破，也需要系统与战略平安转型。 全球客户体验的领导者Genesys，支持中国企业大力开拓海外市场，实现全渠道体验，收获智能与人工最优化的客户满意度。 注册在线研讨会，获得平安转型的详细资料和一手信息。 演 讲 人 徐 珩 Genesys 技术咨询专家 王晓艳 平安金服创新市场部总监 [mktoform cta_header="立即注册" cta_button="立即注册！" cms_hold="RG" cid_id="7010d000001Gdb9AAC"] 客户体验创新系列 人工智能、云、数字化——Genesys助您开创客户体验崭新未来 在线研讨会1 / 4 [cutoff co_thick="2px"] 现在选择Genesys是再明智不过的了。云、数字化、人工智能，Genesys正以日新月异的颠覆性技术创新助力企业交付卓越客户体验。在即将来临的Genesys独家在线研讨会上，Genesys 首席产品官Peter Graf将与参会者分享人工智能如何赋能客户历程和员工历程。 加入在线研讨会，您将了解到备受信赖的Genesys解决方案如何帮助企业： 建立当前最新最全的数字化渠道，并使用一体化平台对其进行管理。 有效利用实时预测、语音和文本分析、路由决策、自助服务自动化等人工智能技术以及所有渠道的实时交互数据，交付卓越的客户体验和员工体验。 发掘出已部署的Genesys解决方案的最大价值。成熟的Genesys解决方案支持云、混合等多种运行模式，具备各类企业所需的安全性、灵活性和规模。 此外，您还将有机会抢先预览我们即将推出的夏季创新项目如何帮助企业实现指数级增长。 *此次在线研讨会仅对Genesys客户开放 [webinarschedule][cutoff co_thick="2px"] 演讲人 Peter Graf Genesys执行副总裁兼首席产品官 [mktoform cta_header="立即注册" cta_button="立即注册!" cms_hold="RG" landing_id="68940"] 在线研讨会 5G时代视频坐席新体验 Genesys携手亿迅 4G改变生活，5G改变行业”伴随着5G的全面发展，视频作为一种有温度的服务渠道，让“面对面”沟通更加高效。 视频应用为线上金融服务带来优势 丰富的应用场景：视频面签、小微信贷、双录存证 5G+AI赋能，带来虚拟AI视频坐席应用 演 讲 人 马宁宁 eSoon，资深解决方案总监 李进宜 Genesys，解决方案专家 [mktoform cta_header="立即注册" cta_button="立即注册" cms_hold="RG" cid_id="7011T000001t8oWQAQ"] 在线研讨会 5G时代下的客户新兴渠道接入及在线视频业务办理 Genesys携手易谷网络 [cutoff co_thick="2px"]疫情的影响让许多传统的线下活动陷入停滞，而随着5G的大规模商用推动着数字化转型，依托线上渠道的服务与营销正在逐渐成为“新宠”，企业和品牌应该如何抓住这一新的机遇？打通各类渠道，打造高效的营销与服务，提升用户留存度，在市场中脱颖而出？ 欢迎您参加Genesys与易谷网络联合举办的线上研讨会 – 2020年6月23日 星期二 上午10:30分，将为您的团队全面剖析： 1、新形势下服务与营销渠道的延伸——小程序生态的成熟（快速集成、链路稳定、音视频融入场景化DEMO） 2、后疫情时代下业务需求的爆发 • 有效整合线上线下多种营销渠道 • 把握客户消费喜好，达到精准营销 • 整合营销与服务环节，增强转化效果 • 降低用户流失率 • 营销方式多样，提高互动率 演 讲 人 岳 欣 EGOO，首席运营官 王俊海 Genesys，亚太区首席咨询顾问 [mktoform cta_header="立即注册" cta_button="立即注册" cms_hold="RG" cid_id="7011T000001t8EOQAY"] 在线研讨会 实况演示，如何提高远程工作质量 Genesys携手KEEN BEST 由于紧急情况、自然灾害或病毒爆发，长期处于远程办公的座席可能会面临各种挑战。KEEN BEST是由一个远程团队构建的，因此从提高沟通效率的需求，到保持对客户的服务水平，我们了解远程团队会面临的复杂性和挑战。 本次线上研讨会由KEEN BEST产品经理张彩霞主持，线上演示居家座席与居家班长的一天，通过KEEN BEST居家座席赋能平台（PC/APP）的演示，您将发现搭建远程座席如何成功保证居家座席质量。 欢迎您参加Genesys与KEEN BEST联合举办的线上研讨会 – 2020年5月13日 星期三 上午10:30分，将为您的团队提供远程居家座席的解决方案。 • SIP Phone的快速安装，从硬电话升级至桌面软电话 • 大屏监控，快速知晓技能组排队情况及来电渠道 • 快速调配座席所属技能组，班长及时应对进线高峰 • 全面支持手机移动端座席，只要手机就可以搞定工单 [cutoff co_thick="2px"] 演 讲 人 张彩霞 KEEN BEST，产品经理 李进宜 Genesys，解决方案专家 [mktoform cta_header="立即注册" cta_button="立即注册！" cms_hold="RG" cid_id="7011T000001krjVQAQ"] 在线研讨会 新基建释放Ai新动能，个性化智能客服显身手 Genesys与小i机器人 [cutoff co_thick="2px"]新基建是在如今数字经济时代的数字基建。在新基建计划的七大领域中，人工智能是近年热议的，作为新一代科技革命的重要技术。我国曾将2020年作为中国人工智能追赶国际先进人工智能技术的关键一年，并让人工智能最终助力经济的增长。 Genesys与小i机器人共同探讨，如何支持企业的客户联络中心，实现个性化智能客服体验。 通过为客户联络中心搭建智能知识融合平台、配套的智能服务与相关的运营支撑工具，提供系列智能化解决方案，完成三个层次的智能化升级服务。通过递进的智能化服务，我们将助力客户联络中心提升运营绩效，实现可伸缩性服务能力，实现未来智能化变革下的可持续发展。 欢迎您参加Genesys与小i机器人联合举办的线上研讨会 – 2020年4月28日 星期二 上午10:30分，了解在如今数字经济时代，让人工智能助力经济的增长。 “新基建”大潮加速各领域智能化升级 通过认知智能升级服务，帮助企业建立自身AI力 打造个性化智能客服， 找到商机，提高销售转化率 客服中心的深度智能变革案例：智能营销、智能助理、坐席智能辅助、智能人机对练、智能外呼 演 讲 人 许弋亚 高级副总裁 小i机器人 骆丽娟 亚太区首席咨询顾问 Genesys [mktoform cta_header="立即注册" cta_button="立即注册" cms_hold="RG" cid_id="7011T000001IdHlQAK"] On-Demand Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra On-Demand Webinar Build a Better Bot: Optimizing Chatbots for Government Services [cutoff co_thick="2px"]Chatbots have become an invaluable tool for government agencies over the past year. In the first few months of the pandemic alone, nearly 75 percent of states launched new chatbots to help meet surging demand for public services in health, human services, labor and other areas. But in the rush to deploy these new technologies, many agencies had challenges optimizing their chatbot solutions, resulting in communications tools that are underutilized and misaligned with human support. In some cases, they may have even created new silos and communications challenges within agencies. Chatbots play a vital role in constituent service delivery, whether it’s for communicating crucial information about COVID vaccinations or enhancing constituent engagement with other government services. Watch this on-demand webinar for an overview on how state and local agencies can make better use of chatbots. This 30-minute webinar covers several key areas, including: How chatbots can free up agency employees for the highest-value work How to bridge the constituent journey across multiple touch-points Making better use of chatbots, whether your agency has relied on them for years or you’re just getting started [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YZF2QAO"] Meet the Speakers Renee Murray e-Government Program Lead Mississippi Department of Information Technology Services [cutoff co_thick="2px"] Tony Pearson Solution Consultant Leader for Public Sector Genesys [cutoff co_thick="2px"] Moderator Bob Woolley Senior Fellow, Center for Digital Government Former Chief Technical Architecture for State of Utah AppFoundry On-demand Webinar Get More from Your Contact Center Analytics for Less [cutoff co_thick="2px"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don’t want to spend a lot on analytics software. In this webinar, we’ll look at common obstacles contact centers face today. And we’ll show you how the LITE Analytics™ solution for the Genesys Cloud™ platform can give you the insights you need for free.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYcWQAW"] Meet the Speaker Peter Hornberger VP of Sales Brightmetrics Monthly Demo See Genesys Cloud in action: The 20-minute chatbot build [cutoff co_thick="2px"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes. In this demo we will walk you through: Building a chatbot with Genesys Dialog Engine Review the operation of a more advanced bot Building once and deploying the bot over many channels [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YYOUQA4"] Meet the Speaker JJ Earle-Henson Senior Strategic Sales Consultant Genesys 清除 在线研讨会 5G时代视频坐席新体验 Genesys携手亿迅 4G改变生活，5G改变行业”伴随着5G的全面发展，视频作为一种有温度的服务渠道，让“面对面”沟通更加高效。 视频应用为线上金融服务带来优势 丰富的应用场景：视频面签、小微信贷、双录存证 5G+AI赋能，带来虚拟AI视频坐席应用 演 讲 人 马宁宁 eSoon，资深解决方案总监 李进宜 Genesys，解决方案专家 [mktoform cta_header="立即注册" cta_button="立即注册" cms_hold="RG" cid_id="7011T000001t8oWQAQ"] 在线研讨会 5G时代下的客户新兴渠道接入及在线视频业务办理 Genesys携手易谷网络 [cutoff co_thick="2px"]疫情的影响让许多传统的线下活动陷入停滞，而随着5G的大规模商用推动着数字化转型，依托线上渠道的服务与营销正在逐渐成为“新宠”，企业和品牌应该如何抓住这一新的机遇？打通各类渠道，打造高效的营销与服务，提升用户留存度，在市场中脱颖而出？ 欢迎您参加Genesys与易谷网络联合举办的线上研讨会 – 2020年6月23日 星期二 上午10:30分，将为您的团队全面剖析： 1、新形势下服务与营销渠道的延伸——小程序生态的成熟（快速集成、链路稳定、音视频融入场景化DEMO） 2、后疫情时代下业务需求的爆发 • 有效整合线上线下多种营销渠道 • 把握客户消费喜好，达到精准营销 • 整合营销与服务环节，增强转化效果 • 降低用户流失率 • 营销方式多样，提高互动率 演 讲 人 岳 欣 EGOO，首席运营官 王俊海 Genesys，亚太区首席咨询顾问 [mktoform cta_header="立即注册" cta_button="立即注册" cms_hold="RG" cid_id="7011T000001t8EOQAY"] 在线研讨会 实况演示，如何提高远程工作质量 Genesys携手KEEN BEST 由于紧急情况、自然灾害或病毒爆发，长期处于远程办公的座席可能会面临各种挑战。KEEN BEST是由一个远程团队构建的，因此从提高沟通效率的需求，到保持对客户的服务水平，我们了解远程团队会面临的复杂性和挑战。 本次线上研讨会由KEEN BEST产品经理张彩霞主持，线上演示居家座席与居家班长的一天，通过KEEN BEST居家座席赋能平台（PC/APP）的演示，您将发现搭建远程座席如何成功保证居家座席质量。 欢迎您参加Genesys与KEEN BEST联合举办的线上研讨会 – 2020年5月13日 星期三 上午10:30分，将为您的团队提供远程居家座席的解决方案。 • SIP Phone的快速安装，从硬电话升级至桌面软电话 • 大屏监控，快速知晓技能组排队情况及来电渠道 • 快速调配座席所属技能组，班长及时应对进线高峰 • 全面支持手机移动端座席，只要手机就可以搞定工单 [cutoff co_thick="2px"] 演 讲 人 张彩霞 KEEN BEST，产品经理 李进宜 Genesys，解决方案专家 [mktoform cta_header="立即注册" cta_button="立即注册！" cms_hold="RG" cid_id="7011T000001krjVQAQ"] 在线研讨会 新基建释放Ai新动能，个性化智能客服显身手 Genesys与小i机器人 [cutoff co_thick="2px"]新基建是在如今数字经济时代的数字基建。在新基建计划的七大领域中，人工智能是近年热议的，作为新一代科技革命的重要技术。我国曾将2020年作为中国人工智能追赶国际先进人工智能技术的关键一年，并让人工智能最终助力经济的增长。 Genesys与小i机器人共同探讨，如何支持企业的客户联络中心，实现个性化智能客服体验。 通过为客户联络中心搭建智能知识融合平台、配套的智能服务与相关的运营支撑工具，提供系列智能化解决方案，完成三个层次的智能化升级服务。通过递进的智能化服务，我们将助力客户联络中心提升运营绩效，实现可伸缩性服务能力，实现未来智能化变革下的可持续发展。 欢迎您参加Genesys与小i机器人联合举办的线上研讨会 – 2020年4月28日 星期二 上午10:30分，了解在如今数字经济时代，让人工智能助力经济的增长。 “新基建”大潮加速各领域智能化升级 通过认知智能升级服务，帮助企业建立自身AI力 打造个性化智能客服， 找到商机，提高销售转化率 客服中心的深度智能变革案例：智能营销、智能助理、坐席智能辅助、智能人机对练、智能外呼 演 讲 人 许弋亚 高级副总裁 小i机器人 骆丽娟 亚太区首席咨询顾问 Genesys [mktoform cta_header="立即注册" cta_button="立即注册" cms_hold="RG" cid_id="7011T000001IdHlQAK"] 在线研讨会 Genesys携手亿迅支持居家座席 按需租用云方案 新冠疫情的蔓延让远程办公和居家座席成为了热点。远程办公和居家座席挑战的不仅是企业的网络架构和安全管理，更是管理运营上的长期考量。 面对突发的状况，智能化云客服中心按需租用和定制场景的优势显而易见。中小型企业更需要灵活易用、一步到位的全渠道客服方案。 在线研讨会时间 - 2020年4月8日星期三上午10：30分（北京时间） 欢迎您参加 Genesys 与亿迅联合举办的线上研讨会，了解如何用开启云客服，快速部署居家座席。 亿迅与Genesys在居家客服实施中的经验与启示 按需租用、一步到位的云客服方案 智能化、全渠道、定制场景的优势 演 讲 人 李进宜 解决方案专家 Genesys 黄 健 售前战略部总监 亿迅 [mktoform cta_header="注册" cta_button="立即注册" cms_hold="RG" cid_id="7011T000001krYXQAY"] 在线研讨会 居家/远程座席，运营管理之挑战与对策 Genesys联手COPC 演 讲 人 崔 晓 中华区总监、高级顾问 COPC 骆丽娟 亚太区首席咨询顾问 Genesys [cutoff co_thick="2px"][webinarschedulesingle]面对突如其来的新冠病毒，拥有客服中心的企业急于部署居家/远程座席，在保障员工安全的前提下，保证客户体验质量不变。居家座席在技术上实施也许并非难事，但在运营管理上，面临完全不同的挑战。例如：如何加强居家客服人员的行为管理和监督，制定合理的人员选拔，培训、签署保密协议，防止客户信息泄露等等。同时，如何合理安排在线客服与电话客服的全渠道管理，同时管理外包客服与自有客服人员。这一系列的问题，随着远程座席的上线便会层出不穷。 Genesys联合COPC，为客服中心的管理人员展现了 远程/居家座席的发展管理趋势 居家/远程座席的优势与管理挑战 居家/远程座席的部署管理最佳实践 COPC居家/远程座席的标准指导 COPC居家/远程座席的管理经验和案例 2月26日，上午10点30分，请您登陆Genesys & COPC联合线上研讨会，共同探讨居家/远程座席的管理策略。 [mktoform cms_hold="RG" cid_id="7011T000001kqoPQAQ"] 在线研讨会 Genesys联手奥科灾备呼叫中心解决方案 居家/远程办公座席疫情当前，全民抗击，举国防、皆闭户，那如何保障企业在居家隔离、足不出户的情况下做到复工不耽误呢？ 作为中国呼叫中心厂商的领导企业，Genesys将协同奥科为您奉上完整的基于Genesys SIP平台的远程座席方案，对于客户现有平台无需进行大范围改造就可以实现家庭办公。 Genesys和奥科联手打造在线研讨会 - 2020年3月4日 星期三 北京时间上午10：30分 本次研讨会将为您展现五大特点： 充分利用互联网、公/私有云和企业现有资源，迅速部署居家办公隔离环境 全软件部署，无需硬件现场安装和人员接触 远程部署和监控，无需人员密切接触 充分利旧现有企业呼叫中心和连接架构， 在现有架构上拓展， 无需更改核心结构 无需改变坐席操作习惯 [webinarschedule][cutoff co_thick="2px"][webinarschedulesingle] 演 讲 人 温学军 高级技术经理 AudioCodes 李进宜 解决方案专家 Genesys [mktoform cms_hold="RG" cid_id="7011T000001kqoFQAQ"] 客户体验创新系列 人工智能、云、数字化——Genesys助您开创客户体验崭新未来 在线研讨会1 / 4 [cutoff co_thick="2px"] 现在选择Genesys是再明智不过的了。云、数字化、人工智能，Genesys正以日新月异的颠覆性技术创新助力企业交付卓越客户体验。在即将来临的Genesys独家在线研讨会上，Genesys 首席产品官Peter Graf将与参会者分享人工智能如何赋能客户历程和员工历程。 加入在线研讨会，您将了解到备受信赖的Genesys解决方案如何帮助企业： 建立当前最新最全的数字化渠道，并使用一体化平台对其进行管理。 有效利用实时预测、语音和文本分析、路由决策、自助服务自动化等人工智能技术以及所有渠道的实时交互数据，交付卓越的客户体验和员工体验。 发掘出已部署的Genesys解决方案的最大价值。成熟的Genesys解决方案支持云、混合等多种运行模式，具备各类企业所需的安全性、灵活性和规模。 此外，您还将有机会抢先预览我们即将推出的夏季创新项目如何帮助企业实现指数级增长。 *此次在线研讨会仅对Genesys客户开放 [webinarschedule][cutoff co_thick="2px"] 演讲人 Peter Graf Genesys执行副总裁兼首席产品官 [mktoform cta_header="立即注册" cta_button="立即注册!" cms_hold="RG" landing_id="68940"] 在线研讨会 长风破浪会有时 Genesys 外呼系统 转变中的Genesys随时为现有和未来新的爆发式的新业务做好了准备。解读世界上第一个专注于客户体验和营销的AI平台-KATE。 Genesys 外呼系统在线研讨会 2019年7月16日/星期二/上午10:45分 外呼需求，Genesys解决方案： • 通过多渠道的外呼活动改善客户体验，减少呼入通话量 • 通过发送付款提醒增加企业收入，满足合规要求 • 通过自动拨号、获得专利的节奏控制功能以及呼入呼出业务融合，提高座席的利用率 演讲人 李智涛 Genesys 高级客户经理 [cutoff co_thick="2px"][mktoform cta_header="Register" cta_button="立即注册" cms_hold="RG" cid_id="7010d000001GaVwAAK"] 在线研讨会 金融科技走进联络中心 当FinTech遇见CXTech [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]本次研讨会将为您解开上市公司财报体现金融科技的重要性，和联络中心在没有金融科技之前和之后的相关热词。以及Genesys在此热浪中如何为您理清头绪，带来无比的清爽凉意！ Genesys将倾力为您打造“金融科技走进联络中心--当FinTech遇见CXTech ”在线研讨会–2019年8月28日/星期三/上午10:45分 本次在线研讨会更将为您深度剖析金融科技在联络中心中的应用： • 云计算 • 人工智能 • 风控与安全 • 物联网 • 全渠道融合 演 讲 人 尹徐 Clark Genesys, 资深方案顾问 [mktoform cta_header="立即注册" cta_button="立即注册" cms_hold="RG" cid_id="7010d000001GcR8AAK"] Genesys在线研讨会 G遇勇进 传统呼叫中心的平安转型 [cutoff co_thick="2px"]陈旧的呼叫中心，毛病多多： 维护成本高，升级扩容难，员工效率低，客户不满意。用之费力，弃之可惜。 最重要的是： 不能实现全渠道交互 人工与智能客服无法协同工作 无法满足企业转型发展的需求 Genesys联合平安金服将倾力为您打造 “ G 遇勇进，传统呼叫中心的平安转型 ” 在线研讨会–2019年10月17日/星期四/上午10:45分 客户体验管理是激流勇进，锐意创新的科学。迎接AI与5G时代，企业需要大胆突破，也需要系统与战略平安转型。 全球客户体验的领导者Genesys，支持中国企业大力开拓海外市场，实现全渠道体验，收获智能与人工最优化的客户满意度。 注册在线研讨会，获得平安转型的详细资料和一手信息。 演 讲 人 徐 珩 Genesys 技术咨询专家 王晓艳 平安金服创新市场部总监 [mktoform cta_header="立即注册" cta_button="立即注册！" cms_hold="RG" cid_id="7010d000001Gdb9AAC"] [this_page_title] [cutoff co_thick="2px"] Genesys与AudioCodes联手为您准备了 45分钟的在线研讨会 – 2019年02月21日星期四上午10：30分 • 采用WebRTC技术充分利用互联网资源，拓展Genesys联络中心边界，灵活高效整合互联网资源，开展音视频业务 • 充分利用奥科25年积累的VOIP经验之大成和丰富的自主产品资源，在客户现有通过Genesys认证推荐的奥科SBC产品上通过软件升级拓展联络中心应用 • 充分利用奥科VNF架构，轻资产，免维护，支持Genesys联络中心向云端迁移 • 先进的弹性化部署和可变带宽适配技术，为Genesys联络中心基础架构拓展保驾护航 [webinarschedule][cutoff co_thick="2px"] 演 讲 人 温学军 AudioCodes奥科，高级技术经理 尹徐 Genesys，资深解决方案顾问 [mktoform cta_header="点击注册" cta_button="立即加入" cid_id="7010d000000mgPgAAI "] [this_page_title] [cutoff co_thick="2px"]Genesys为您准备了 45分钟的在线研讨会 – 2018年10月16日星期二上午10：30分 全渠道客户服务历史轨迹全程记录 CX与CRM业务系统融合，统一服务 快速定位工单处理进程，提升满意度 [webinarschedule][cutoff co_thick="2px"] Meet the Speakers 李进宜 Genesys，解决方案专家 张彩霞 Bricom，产品经理 [mktoform cta_header="点击注册" cta_button="立即加入" landing_id="66574" cid_id="7010d000000mYkK"] On-Demand Webinar Build a Better Bot: Optimizing Chatbots for Government Services [cutoff co_thick="2px"]Chatbots have become an invaluable tool for government agencies over the past year. In the first few months of the pandemic alone, nearly 75 percent of states launched new chatbots to help meet surging demand for public services in health, human services, labor and other areas. But in the rush to deploy these new technologies, many agencies had challenges optimizing their chatbot solutions, resulting in communications tools that are underutilized and misaligned with human support. In some cases, they may have even created new silos and communications challenges within agencies. Chatbots play a vital role in constituent service delivery, whether it’s for communicating crucial information about COVID vaccinations or enhancing constituent engagement with other government services. Watch this on-demand webinar for an overview on how state and local agencies can make better use of chatbots. This 30-minute webinar covers several key areas, including: How chatbots can free up agency employees for the highest-value work How to bridge the constituent journey across multiple touch-points Making better use of chatbots, whether your agency has relied on them for years or you’re just getting started [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YZF2QAO"] Meet the Speakers Renee Murray e-Government Program Lead Mississippi Department of Information Technology Services [cutoff co_thick="2px"] Tony Pearson Solution Consultant Leader for Public Sector Genesys [cutoff co_thick="2px"] Moderator Bob Woolley Senior Fellow, Center for Digital Government Former Chief Technical Architecture for State of Utah AppFoundry On-demand Webinar Get More from Your Contact Center Analytics for Less [cutoff co_thick="2px"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don’t want to spend a lot on analytics software. In this webinar, we’ll look at common obstacles contact centers face today. And we’ll show you how the LITE Analytics™ solution for the Genesys Cloud™ platform can give you the insights you need for free.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYcWQAW"] Meet the Speaker Peter Hornberger VP of Sales Brightmetrics Monthly Demo See Genesys Cloud in action: The 20-minute chatbot build [cutoff co_thick="2px"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes. In this demo we will walk you through: Building a chatbot with Genesys Dialog Engine Review the operation of a more advanced bot Building once and deploying the bot over many channels [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YYOUQA4"] Meet the Speaker JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry On-demand Webinar Overcoming Remote Agent Challenges With Active Voice Biometrics [cutoff co_thick="2px"] Contact centers need to manage increased call volumes with remote workforces. With voice biometrics, agents can answer customer queries quickly. And customers get assurance that interactions over remote channels are secure. This webinar details how LumenVox Active Voice Authentication on the Genesys Cloud™ platform offers the differentiation you need to stand out in a competitive market.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYGLQA4"] Meet the Speaker Matt Whipple Senior Vice President, Voice Biometrics LumenVox Webinar Bytes Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMiUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5ODklMjZtb21lbnRJZHMlM0QxODk5MiUyNm1vbWVudElkcyUzRDE4OTkzJTI2bW9tZW50SWRzJTNEMTg5OTQlMjZtb21lbnRJZHMlM0QxODk5NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Watch these webinar bytes to learn more about how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Tod Famous VP Product Management, Engage Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,920 So let's start off today on doing a search for 2 00:00:03,920 --> 00:00:06,860 the term of multi- cloud. If you put that in, 3 00:00:07,020 --> 00:00:11,240 you'll see a whole bunch of varying different definitions, companies 4 00:00:11,240 --> 00:00:15,440 from Citrix, Google, Red Hat They're all taking a stab 5 00:00:15,440 --> 00:00:19,150 at trying to define it. Some define multi- cloud as 6 00:00:19,150 --> 00:00:25,280 an architecture that utilizes public private hybrid cloud services. While 7 00:00:25,280 --> 00:00:28,790 others see it more as an approach that's made up 8 00:00:28,790 --> 00:00:32,940 of one cloud service or more, as well as one 9 00:00:32,940 --> 00:00:37,040 cloud vendor or more. So with that said, there's so 10 00:00:37,040 --> 00:00:39,660 many variations out there, I think a good place to 11 00:00:39,660 --> 00:00:43,860 start is to get a definition from both of my 12 00:00:43,860 --> 00:00:46,290 colleagues. And Todd, if you don't mind, I'll start this 13 00:00:46,290 --> 00:00:49,660 one with you. Sure. Thanks, Bobby. I had a feeling 14 00:00:49,660 --> 00:00:53,960 this question was coming, multi- cloud and we have seen 15 00:00:53,960 --> 00:00:58,040 a lot of different opinions about this. And I think 16 00:00:58,710 --> 00:01:01,610 maybe I'll just keep it simple and focus on what 17 00:01:01,610 --> 00:01:05,800 I think is important from our product strategy. And that's 18 00:01:07,030 --> 00:01:11,240 the ability to operate your cloud software where you want. 19 00:01:11,740 --> 00:01:15,550 And that means that you could choose to run it 20 00:01:15,590 --> 00:01:21,770 on, for example, Amazon, AWS or Microsoft Azure or Google 21 00:01:21,770 --> 00:01:26,910 cloud platform. So we're giving in our architecture the ability 22 00:01:27,230 --> 00:01:31,250 for our customers to control where they operate. And that's 23 00:01:31,250 --> 00:01:33,660 very different than a lot of, I'd say the first- 24 00:01:33,660 --> 00:01:38,450 generation cloud architectures. What I think is probably the most 25 00:01:38,450 --> 00:01:42,240 important thing about multi- cloud, now there's a lot more 26 00:01:42,990 --> 00:01:45,160 technical nuances I could get into, but I think I'll 27 00:01:45,840 --> 00:01:48,230 start there with a high level. Abi, what do you 28 00:01:48,230 --> 00:01:52,180 think? Thank you, Todd. Thank you, Bobby. I will take 29 00:01:52,750 --> 00:01:56,540 a technologist view to defining multi- cloud because after all 30 00:01:56,540 --> 00:02:01,000 I am a cloud architect. Simply put mighty cloud is 31 00:02:01,000 --> 00:02:05,720 the ability to consume both private cloud and public clouds 32 00:02:05,940 --> 00:02:10,960 in a single network architecture. So this would involve consuming, 33 00:02:10,960 --> 00:02:16,320 hosted application services, cloud computing, storage and data services from 34 00:02:16,320 --> 00:02:23,450 single or multiple cloud entities including, on premise solutions, hosted 35 00:02:23,470 --> 00:02:27,210 solutions in a data center or a private cloud solution. 36 00:02:27,720 --> 00:02:31,380 Infrastructure as a service or platform as a service providers, 37 00:02:31,550 --> 00:02:35,880 such as, Todd mentioned, Amazon web services, Google cloud platform, 38 00:02:35,880 --> 00:02:41,710 Microsoft Azure, as well as consuming services from software as 39 00:02:41,710 --> 00:02:46,320 a service vendors, such as Genesys. So in reinforcing your 40 00:02:46,320 --> 00:02:52,680 definition of multi- cloud, in terms of Genesys customers. Genesys 41 00:02:52,680 --> 00:02:57,210 engaged customers and prospects they get the choice to operate 42 00:02:57,210 --> 00:03:01,380 their software in different environments. That's my definition of multi- 43 00:03:01,380 --> 00:03:01,420 cloud. Webinar Bytes Connect the dots with Genesys and Adobe [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMSUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5OTglMjZtb21lbnRJZHMlM0QxODk2NyUyNm1vbWVudElkcyUzRDE4OTY2JTI2bW9tZW50SWRzJTNEMTg5NjQlMjZtb21lbnRJZHMlM0QxODk2NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Watch these webinar bytes featuring IDC, Adobe and Genesys to learn more! Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,740 It created unique situations for some industries, such as retail, 2 00:00:03,970 --> 00:00:07,110 healthcare, and look at hospitality. And before we got on 3 00:00:07,110 --> 00:00:09,340 the call we were talking a little bit about travel. 4 00:00:09,600 --> 00:00:12,290 The airlines have really had to change what's going on. It has 5 00:00:12,850 --> 00:00:15,810 forced them to rethink the way they use technology to 6 00:00:15,810 --> 00:00:19,060 engage with their customers. And what I want to highlight 7 00:00:19,060 --> 00:00:21,520 is some of the effects that we're seeing from COVID 8 00:00:21,520 --> 00:00:27,140 that are happening already. There are three cracks in what 9 00:00:27,140 --> 00:00:31,430 we call customer experience, specifically COVID cracks. And what we 10 00:00:31,430 --> 00:00:35,090 mean by that is that, with COVID we saw an acceleration 11 00:00:35,090 --> 00:00:38,720 in the digital transformation forced upon companies. They had to 12 00:00:38,720 --> 00:00:41,810 digitally transform because they weren't ready for all of the 13 00:00:41,810 --> 00:00:45,830 impacts that the pandemic would have on them. And so, 14 00:00:45,830 --> 00:00:49,340 the three cracks, what we call, essentially exposing the digital 15 00:00:49,340 --> 00:00:56,230 underbelly are contactless experiences, customer automation and self- service, and 16 00:00:56,230 --> 00:00:58,410 apps become the interface. And we're going to start off 17 00:00:58,410 --> 00:01:04,310 with the contactless experience. Basically what happened is, because of 18 00:01:04,650 --> 00:01:07,690 COVID we went from an in- person, person- to- person 19 00:01:07,690 --> 00:01:12,290 type of engagement and interaction to these contactless experiences. And 20 00:01:12,290 --> 00:01:15,710 it's everything from contactless product delivery, to payment, to product 21 00:01:15,710 --> 00:01:19,090 pickup. All kinds of different things, and the whole reason 22 00:01:19,090 --> 00:01:22,970 behind that was because it made consumers and customers feel 23 00:01:22,970 --> 00:01:26,540 safer. Now, in my experience, one of the more interesting 24 00:01:26,540 --> 00:01:29,680 ones to watch was Best Buy. Before, you used to 25 00:01:29,680 --> 00:01:31,850 go into the showroom, you'd look around, there'd be stuff 26 00:01:31,850 --> 00:01:34,220 in there, lots of people in there looking at everything 27 00:01:34,220 --> 00:01:37,970 from refrigerators, to new iPhones, to new computers. In the 28 00:01:38,020 --> 00:01:41,380 pandemic, actually Best Buy was well- positioned to deal with 29 00:01:41,380 --> 00:01:44,820 this transformation, and just a few months in they'd already 30 00:01:44,820 --> 00:01:47,790 switched over to the ability to do curbside pickup, order 31 00:01:47,790 --> 00:01:51,480 online, look into their supply chain. What we found is 32 00:01:51,650 --> 00:01:57,510 that, with customers, 38% of them said during our surveys 33 00:01:57,820 --> 00:02:04,530 that contactless experiences make them feel a lot safer, or 34 00:02:04,530 --> 00:02:10,340 much safer. What kind of contactless experiences? Specifically, contactless product 35 00:02:10,340 --> 00:02:14,560 delivery. That was the most preferred contactless approach. So everything 36 00:02:14,560 --> 00:02:18,570 from DoorDash to something coming from Amazon. But right up 37 00:02:18,570 --> 00:02:22,970 there was contactless payment, product pick up, check- in, customer 38 00:02:22,970 --> 00:02:26,610 service, and no- signature checkout. But that was just the 39 00:02:26,610 --> 00:02:29,170 start. That was just the first crack that we saw. 40 00:02:30,450 --> 00:02:33,680 But how does this actually manifest in the world it 41 00:02:33,680 --> 00:02:36,490 is that we're dealing with today? And probably the best 42 00:02:36,490 --> 00:02:38,940 example we have out there is actually grocery pick up. 43 00:02:41,020 --> 00:02:46,450 30. 5, almost 31% of consumers said they would like 44 00:02:46,450 --> 00:02:52,770 curbside pick up to continue. Not really unexpected because by 45 00:02:52,780 --> 00:02:57,750 2023, IDC expects 75% of grocery e- commerce orders will be 46 00:02:57,750 --> 00:03:00,930 picked up curbside or in- store at a special type 47 00:03:00,930 --> 00:03:05,190 of kiosk, driving a 35% increase in investment in on- 48 00:03:05,190 --> 00:03:08,970 site or nearby micro- fulfillment centers to meet that need 49 00:03:09,020 --> 00:03:13,760 of the customer. We talked a little bit about contactless 50 00:03:13,760 --> 00:03:18,290 experience, what's the next one? Well, that's customer automation and 51 00:03:18,290 --> 00:03:21,250 self- service. That's one of the things that grew fairly 52 00:03:21,250 --> 00:03:25,980 quickly during the whole pandemic, is customer automation and self- 53 00:03:25,990 --> 00:03:29,090 service. How do customers take care of things themselves? How 54 00:03:29,090 --> 00:03:31,810 do they actually, instead of going into a store or 55 00:03:31,810 --> 00:03:34,370 going into a location somewhere, how are they able to 56 00:03:34,370 --> 00:03:37,630 do it digitally, online, and move that forward? AppFoundry On-demand Webinar Cost-effective contact center modernization with AI-driven knowledge [cutoff co_thick="2px"]Accessing knowledge has been a source of inefficiency for support teams for decades. When customers want answers, there’s no time to waste. But it can be even more difficult for distributed teams to find key information and act quickly. In this webinar, Jeff Stroum, Contact Center Solutions Expert, uncovers how modern customer experience organizations can use artificial intelligence (AI) technology to better manage knowledge, automate answers, and effectively facilitate on-premises and distributed support teams.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBuQAO"] Meet the Speakers Jeff Stroum Director of Strategic Consulting and Knowledge Expert Shelf AppFoundry On-demand Webinar Your analytics expressway [cutoff co_thick="2px"]The migration of cloud contact centers has nearly doubled in the past 18 months. As enterprises of all sizes move to the cloud to capture the speed, flexibility and resilience of SaaS architectures, new operational challenges around analytics, data and security have emerged. Watch this on-demand webinar to learn how SuccessKPI, a premium AppFoundry partner, has helped businesses tackle the toughest analytics challenges — and drive breakthrough operational performance in the contact center. No matter where you are in your cloud migration planning, you’ll get the guidance you need to move in the right direction.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBpQAO"] Meet the Speaker Dave Rennyson CEO SuccessKPI On-Demand Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra Genesys Cloud Demo Your call center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Customer relationships are hard. Building a contact center that connects the dots across your customer touchpoints doesn’t have to be. Join us for an interactive session to see just how straightforward it is to build and deploy a Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Key 2021 cloud contact center trends and predictions Insights into essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! Join this interactive session to see how to deploy it all in minutes — not months.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l13ZQAQ"] Meet the Speakers Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Monthly Demo Simplicity from the start: Day one with Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Making people happy should be easy. And with Genesys Cloud, it is. But don’t take our word for it. Join this product demo to see what day one with Genesys Cloud looks like. See how easy it is to use real-time analytics to manage queues, coach employees and drive better results. Learn how administrators can simplify tasks, like scheduling, script creation and more. Explore the ease in which agents can request schedule changes, see performance metrics and manages all channels from a single screen. Make it easy to delight your customers from the start with the all-in-one solution from Genesys.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0jyQAA"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Demo Webinar Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"][webinarschedule]If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Join us for this 30 minute webinar where we’ll show how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Deployment options - SaaS, private cloud, on-premises Who operates it - vendor, partner or self-operated Infrastructure options - IaaS, containerization, serverless computing Choice of application services and the strategic vendors within your ecosystem Register today to hear experts in customer experience and cloud technologies share how customer experience centers are morphing into multicloud architectures - and gaining flexibility and control of their customer experience solutions along the way.[cutoff co_thick="2px"]1 00:00:06,540 --> 00:00:10,040 Good morning, evening and afternoon everyone. This is Josh Reed 2 00:00:10,040 --> 00:00:12,280 from the digital events team here at Genesys. And let 3 00:00:12,280 --> 00:00:14,500 me start by saying welcome and thank you all for 4 00:00:14,500 --> 00:00:18,430 joining today's webinar, why your CX solution must be multi- 5 00:00:18,430 --> 00:00:22,490 cloud and might already be. As we always do, I'm 6 00:00:22,490 --> 00:00:25,620 going to cover a couple of brief housekeeping items before 7 00:00:25,620 --> 00:00:28,080 we get started, but I will be quick. First off, 8 00:00:28,080 --> 00:00:30,840 if you experience any problems viewing or listening to today's 9 00:00:30,840 --> 00:00:33,210 webcast, do me a favor and refresh your browser and 10 00:00:33,210 --> 00:00:35,500 make sure that it is indeed up to date, this 11 00:00:35,500 --> 00:00:38,910 should fix any console issues that you may experience. If 12 00:00:38,910 --> 00:00:41,560 those continue however, it might be helpful to switch over 13 00:00:41,560 --> 00:00:44,190 to something like Chrome or Firefox as well, as these 14 00:00:44,190 --> 00:00:47,980 are the best browsers that support the webcast platform. Also, 15 00:00:47,980 --> 00:00:51,310 note that you'll be able to enlarge the slide window 16 00:00:51,310 --> 00:00:54,290 and the video window throughout today's presentation by dragging any 17 00:00:54,330 --> 00:00:58,490 of the corners of those windows. And please note that 18 00:00:58,490 --> 00:01:01,220 this is designed to be an interactive experience between you 19 00:01:01,220 --> 00:01:04,780 and our presenters today. So throughout today's conversation, I encourage 20 00:01:04,780 --> 00:01:06,970 you all to throw questions that you have into the 21 00:01:06,970 --> 00:01:10,060 Q and A window. And what we'll do is we'll answer 22 00:01:10,060 --> 00:01:14,440 them throughout via chat, we'll also potentially read some aloud 23 00:01:14,790 --> 00:01:17,750 during our conversation, and then those we are able to 24 00:01:17,750 --> 00:01:19,650 get to during the live session what we'll do is 25 00:01:19,650 --> 00:01:23,800 we'll follow up with you via email. And note that 26 00:01:23,800 --> 00:01:26,020 this is indeed being recorded, so if you have to 27 00:01:26,020 --> 00:01:28,930 get up during the presentation, you miss anything don't fret, 28 00:01:28,930 --> 00:01:31,270 you will receive a link to the on- demand recording 29 00:01:31,270 --> 00:01:33,900 via email from on 24 within the next few business 30 00:01:33,900 --> 00:01:37,990 days. And also at any time during the webcast, feel 31 00:01:37,990 --> 00:01:40,850 free to check out the resource in the resource box 32 00:01:40,850 --> 00:01:43,700 just below the video window. Clicking through will open up 33 00:01:43,700 --> 00:01:46,020 in a new tab in your browser and we'll expand 34 00:01:46,020 --> 00:01:50,140 on today's topic of multi- cloud. And lastly, we welcome 35 00:01:50,140 --> 00:01:52,890 and appreciate your feedback. So you'll have the opportunity to 36 00:01:52,890 --> 00:01:55,260 fill out a short survey at the end of today's 37 00:01:55,260 --> 00:01:57,720 presentation, it's going to show up automatically at the end. 38 00:01:57,900 --> 00:02:00,560 However, if you are a go getter and you want 39 00:02:00,560 --> 00:02:02,850 to actually take care of it early, you can click 40 00:02:02,850 --> 00:02:06,180 on the survey at the last icon below and take 41 00:02:06,180 --> 00:02:10,460 that any time throughout the presentation. Like I mentioned, short 42 00:02:10,460 --> 00:02:12,650 and sweet. So now I'm actually happy to hand it 43 00:02:12,650 --> 00:02:16,180 off to our moderator today, Bobby Chester. Bobby, the floor 44 00:02:16,180 --> 00:02:20,140 is yours. Awesome, Josh. Thank you as always. I am 45 00:02:20,140 --> 00:02:24,420 super excited to be here today, I am joined by 46 00:02:24,450 --> 00:02:29,040 two of my absolute favorite colleagues. Today we have, Todd 47 00:02:29,040 --> 00:02:32,460 Famous and Abi Chandra joining me and we are going 48 00:02:32,460 --> 00:02:36,360 to be talking about all things multi- cloud. And the 49 00:02:36,360 --> 00:02:38,730 question you might be having in your mind first and 50 00:02:38,730 --> 00:02:42,070 foremost is, so why is the discussion on multi- cloud 51 00:02:42,160 --> 00:02:46,890 important at this time? And the answer is because the 52 00:02:46,890 --> 00:02:51,600 old saying that change is the only constant and although 53 00:02:51,600 --> 00:02:54,850 that holds true, what makes this point in time very 54 00:02:54,850 --> 00:02:58,200 different, is the acceleration of that change. When you look 55 00:02:58,200 --> 00:03:01,300 at things like AI, machine learning, those are just two 56 00:03:01,300 --> 00:03:03,900 of the forces that are driving all of this change 57 00:03:03,900 --> 00:03:07,530 that's going on. And although those aren't topics for this 58 00:03:07,530 --> 00:03:11,220 particular day, they are part of what's driving that need 59 00:03:11,220 --> 00:03:16,390 for cloud applications across a multi- cloud architecture. So let's 60 00:03:16,390 --> 00:03:20,300 start off today on doing a search for the term 61 00:03:20,300 --> 00:03:23,400 of multi- cloud. If you put that in, you'll see 62 00:03:23,400 --> 00:03:28,330 a whole bunch of varying different definitions, companies from Citrix, 63 00:03:28,330 --> 00:03:31,830 Google, Red Hat They're all taking a stab at trying 64 00:03:31,830 --> 00:03:35,930 to define it. Some define multi- cloud as an architecture 65 00:03:36,080 --> 00:03:42,120 that utilizes public private hybrid cloud services. While others see 66 00:03:42,120 --> 00:03:45,290 it more as an approach that's made up of one 67 00:03:45,290 --> 00:03:49,810 cloud service or more, as well as one cloud vendor 68 00:03:49,870 --> 00:03:53,890 or more. So with that said, there's so many variations 69 00:03:53,890 --> 00:03:56,450 out there, I think a good place to start is 70 00:03:56,450 --> 00:04:00,640 to get a definition from both of my colleagues. And 71 00:04:00,640 --> 00:04:02,500 Todd, if you don't mind, I'll start this one with 72 00:04:02,500 --> 00:04:06,020 you. Sure. Thanks, Bobby. I had a feeling this question 73 00:04:06,020 --> 00:04:10,240 was coming, multi- cloud and we have seen a lot 74 00:04:10,240 --> 00:04:15,380 of different opinions about this. And I think maybe I'll 75 00:04:15,380 --> 00:04:17,860 just keep it simple and focus on what I think 76 00:04:17,860 --> 00:04:23,520 is important from our product strategy. And that's the ability 77 00:04:23,520 --> 00:04:29,610 to operate your cloud software where you want. And that 78 00:04:29,610 --> 00:04:32,950 means that you could choose to run it on, for 79 00:04:32,950 --> 00:04:38,610 example, Amazon, AWS or Microsoft Azure or Google cloud platform. 80 00:04:38,920 --> 00:04:43,460 So we're giving in our architecture the ability for our 81 00:04:43,460 --> 00:04:47,880 customers to control where they operate. And that's very different 82 00:04:47,880 --> 00:04:50,610 than a lot of, I'd say the first- generation cloud 83 00:04:50,610 --> 00:04:55,190 architectures. What I think is probably the most important thing 84 00:04:55,560 --> 00:04:59,860 about multi- cloud, now there's a lot more technical nuances 85 00:04:59,860 --> 00:05:02,420 I could get into, but I think I'll start there 86 00:05:02,420 --> 00:05:05,710 with a high level. Abi, what do you think? Thank 87 00:05:05,710 --> 00:05:09,600 you, Todd. Thank you, Bobby. I will take a technologist 88 00:05:09,600 --> 00:05:12,760 view to defining multi- cloud because after all I am 89 00:05:12,760 --> 00:05:17,690 a cloud architect. Simply put mighty cloud is the ability 90 00:05:17,690 --> 00:05:22,170 to consume both private cloud and public clouds in a 91 00:05:22,170 --> 00:05:28,010 single network architecture. So this would involve consuming, hosted application 92 00:05:28,010 --> 00:05:33,110 services, cloud computing, storage and data services from single or 93 00:05:33,150 --> 00:05:40,220 multiple cloud entities including, on premise solutions, hosted solutions in 94 00:05:40,220 --> 00:05:44,600 a data center or a private cloud solution. Infrastructure as 95 00:05:44,600 --> 00:05:47,900 a service or platform as a service providers, such as, 96 00:05:48,300 --> 00:05:52,700 Todd mentioned, Amazon web services, Google cloud platform, Microsoft Azure, 97 00:05:53,420 --> 00:05:58,190 as well as consuming services from software as a service 98 00:05:58,310 --> 00:06:03,730 vendors, such as Genesys. So in reinforcing your definition of 99 00:06:04,100 --> 00:06:09,530 multi- cloud, in terms of Genesys customers. Genesys engaged customers 100 00:06:09,530 --> 00:06:13,760 and prospects they get the choice to operate their software 101 00:06:14,240 --> 00:06:18,310 in different environments. That's my definition of multi- cloud. All 102 00:06:18,310 --> 00:06:22,310 right, perfect. And so now that we've defined multi- cloud, 103 00:06:22,310 --> 00:06:25,690 the whole flexibility and choice, is what I heard you 104 00:06:25,690 --> 00:06:30,270 end on with emphasis. The title of our webinar today 105 00:06:30,270 --> 00:06:34,090 is, why your CX solution must be multi- cloud, certainly 106 00:06:34,090 --> 00:06:37,070 we'll hit on that throughout the day. But then we 107 00:06:37,070 --> 00:06:41,500 tagged it with, and you may be already. And so 108 00:06:41,500 --> 00:06:43,710 I know folks listening to this call and some of 109 00:06:43,710 --> 00:06:46,400 them have joined probably are wondering, well, what do you 110 00:06:46,400 --> 00:06:50,020 mean by that? How would I know? How could I 111 00:06:50,020 --> 00:06:52,930 be multi- cloud already? So, Abi, I'll start with you 112 00:06:52,930 --> 00:06:59,200 on this one. Over the past several years, most organizations 113 00:06:59,200 --> 00:07:05,350 have either intentionally or unintentionally evolved into a multi- cloud 114 00:07:05,390 --> 00:07:08,650 architecture, let me unpack this by giving you a few 115 00:07:08,650 --> 00:07:12,480 examples. In fact, the simplest examples for all of us 116 00:07:12,480 --> 00:07:17,070 in the customer experience industry or the contact center industry 117 00:07:17,070 --> 00:07:23,110 would be our customer relationship management systems or CRM as 118 00:07:23,110 --> 00:07:26,990 we call it. Today, most of them are cloud- based 119 00:07:27,180 --> 00:07:30,960 so even if you are an on- premise based contact 120 00:07:30,970 --> 00:07:37,670 center, integrating to Microsoft Dynamics 365 or Zendesk, you are 121 00:07:37,710 --> 00:07:41,440 a multi- cloud solution. And why does contact center and 122 00:07:41,440 --> 00:07:47,110 customer experience, our HR systems, our payroll systems, office productivity 123 00:07:47,110 --> 00:07:52,160 suite like, Google Docs or Office 365. Including even IT 124 00:07:52,430 --> 00:07:57,320 departments that used to maintain tape backups at an offsite 125 00:07:57,320 --> 00:08:01,770 location for disaster recovery. Today, they use services from Google, 126 00:08:01,770 --> 00:08:06,490 such as cold line storage or Amazon S3, Simple Storage 127 00:08:06,490 --> 00:08:11,720 Services because they get 11 lines of durability at a 128 00:08:11,720 --> 00:08:15,860 fraction of the cost of maintaining offsite back backups. So 129 00:08:15,860 --> 00:08:19,930 if you look deeper into various departments within a business 130 00:08:19,930 --> 00:08:24,560 or an organization, you will find multi- cloud has already 131 00:08:24,560 --> 00:08:28,790 proliferated the enterprise and that is why you may be 132 00:08:28,790 --> 00:08:34,980 multi- cloud. And the customers that I talked to, I 133 00:08:34,980 --> 00:08:39,780 do run into conversations where they are... Let's say they 134 00:08:39,780 --> 00:08:43,900 believe that they're all prem, that's one statement I've heard. 135 00:08:44,370 --> 00:08:47,250 And it usually just takes a little bit of digging 136 00:08:47,250 --> 00:08:51,580 or looking around to discover, okay, they're using a thought 137 00:08:51,580 --> 00:08:54,380 application for, as you said, for CRM or for HR 138 00:08:54,380 --> 00:09:01,890 or even in IT. So cloud services are being used 139 00:09:02,230 --> 00:09:07,230 sometimes through shadow IT, and sometimes just through different departments 140 00:09:07,230 --> 00:09:13,120 or acquisitions that have occurred. So this speaks to the 141 00:09:13,120 --> 00:09:16,810 point of, you may already be. What I would suggest 142 00:09:16,810 --> 00:09:21,010 and this is the point of the conversation, is that our 143 00:09:21,010 --> 00:09:24,460 customers are now starting to be more intentional about it. 144 00:09:24,460 --> 00:09:28,410 To actually think about the various cloud services they're using, 145 00:09:28,410 --> 00:09:31,430 think about the implications of using those cloud services or 146 00:09:31,430 --> 00:09:34,950 private clouds and then have a corporate strategy for how 147 00:09:34,950 --> 00:09:40,450 to be multi- cloud. So, Todd it's interesting, I know 148 00:09:40,520 --> 00:09:44,320 you've already mentioned and Abi, as well. Several of the 149 00:09:44,320 --> 00:09:49,740 infrastructure as a service providers, Google Cloud, Azure, AWS, in 150 00:09:49,740 --> 00:09:53,050 your opinion does it need to be one or more 151 00:09:53,050 --> 00:09:58,920 of these providers to be considered multi- cloud? Well, I'll 152 00:09:58,920 --> 00:10:03,380 tell you it's becoming increasingly difficult to be singular in 153 00:10:03,380 --> 00:10:06,460 terms of your entire deployment. We certainly have customers that 154 00:10:06,500 --> 00:10:10,190 have a strong desire to be all in one provider. 155 00:10:11,560 --> 00:10:13,530 I think that some of them may get there, I 156 00:10:13,530 --> 00:10:16,400 think for most customers, they will end up with multiple 157 00:10:16,450 --> 00:10:21,800 cloud services. For those that do get there, I think 158 00:10:21,800 --> 00:10:25,330 the other important attribute of multi- cloud to think about 159 00:10:25,770 --> 00:10:29,500 is a possibility of things are going to change. As 160 00:10:29,500 --> 00:10:31,870 you said at the beginning, Bobby, things keep changing and 161 00:10:32,240 --> 00:10:36,380 we have customers who have made a choice about a 162 00:10:36,690 --> 00:10:39,870 certain cloud provider and then down the line, their corporate 163 00:10:39,870 --> 00:10:44,430 strategy changes due to some other commercial arrangement or acquisition 164 00:10:44,680 --> 00:10:49,340 and so multi- cloud re- enters that strategy. So we're 165 00:10:49,340 --> 00:10:52,540 seeing a lot of that and I think that this 166 00:10:52,540 --> 00:10:56,460 is investment protection to be able to offer a cloud 167 00:10:56,460 --> 00:10:59,980 strategy across those various providers. And, Abi mentioned, I just 168 00:10:59,980 --> 00:11:02,640 wanted to make sure I reinforce that there's also private 169 00:11:02,640 --> 00:11:07,100 cloud or even on- prem cloud architectures that customers operate. 170 00:11:07,340 --> 00:11:10,170 And that is still are port and part of the 171 00:11:10,170 --> 00:11:18,680 strategy for certain customers and certain verticals. And, Abi do you have 172 00:11:18,680 --> 00:11:22,130 any thoughts on the infrastructure as a service providers? Yeah, 173 00:11:22,130 --> 00:11:25,670 yeah. I will actually double down on what, Todd said, 174 00:11:25,670 --> 00:11:29,290 but if you carefully listen on the one hand, we 175 00:11:29,290 --> 00:11:32,840 said that you don't have to be with one of 176 00:11:32,840 --> 00:11:36,440 these infrastructure as a service provider, and you could also 177 00:11:36,440 --> 00:11:42,590 be on premises or private cloud or hosted services. At 178 00:11:42,590 --> 00:11:45,210 the end of the day I think what customers really 179 00:11:45,210 --> 00:11:49,880 are looking for, are benefits of a cloud solution. And 180 00:11:49,880 --> 00:11:52,060 the top most benefit is the one that you laid 181 00:11:52,060 --> 00:11:54,750 out as you started this session, Bobby, which is the 182 00:11:54,750 --> 00:11:59,070 ability to change. With ability to deploy wherever you want, 183 00:11:59,350 --> 00:12:05,470 ability to get continuous delivery, continuous innovation, instinct, scalability, these 184 00:12:05,470 --> 00:12:07,820 are the benefits that customers are looking for. So you 185 00:12:07,970 --> 00:12:11,460 don't have to be in an AWS or an Azure, 186 00:12:11,760 --> 00:12:15,900 you could be on premise and consume cloud deliver innovations. 187 00:12:16,150 --> 00:12:19,900 You could be in your hosted private cloud and have 188 00:12:19,900 --> 00:12:24,870 expandability into Google Cloud for scalability purposes. And that is 189 00:12:25,210 --> 00:12:28,530 what makes you multi-cloud. So let me latch on to 190 00:12:28,530 --> 00:12:31,080 one of the things that you both touched on, which 191 00:12:31,080 --> 00:12:34,470 is the private cloud piece that you just brought up. 192 00:12:34,470 --> 00:12:37,350 And I guess, I have a question, is that for 193 00:12:37,350 --> 00:12:41,010 the last decade or so, really SAS has been the 194 00:12:41,010 --> 00:12:44,900 cool kid on the block and private cloud seems to 195 00:12:44,900 --> 00:12:51,830 have been relegated. Private cloud, is it still cool? Well, 196 00:12:52,050 --> 00:12:57,110 let me try. In the beginning there was prem, we understand 197 00:12:57,110 --> 00:13:02,480 that and then there was cloud and as you've said, initially, 198 00:13:02,480 --> 00:13:06,820 when you first think about cloud services, they were a 199 00:13:06,820 --> 00:13:11,470 black box, really. You're getting a service from a vendor 200 00:13:11,690 --> 00:13:15,130 but what's behind the curtain you don't know about, you 201 00:13:15,840 --> 00:13:18,420 don't have any control over, you don't have any choices 202 00:13:18,460 --> 00:13:23,690 over that infrastructure in the backend. Now, if you look 203 00:13:23,690 --> 00:13:28,690 under the covers, what the benefits of cloud include, continuous 204 00:13:28,690 --> 00:13:35,280 development, horizontal scale microservices, cost control. Those benefits in a 205 00:13:35,280 --> 00:13:40,230 cloud architecture are now possible with private cloud. So we 206 00:13:40,230 --> 00:13:44,090 can actually, as a software developer develop software, we're using 207 00:13:44,090 --> 00:13:46,220 a technology called, containers, which we may or may not 208 00:13:46,220 --> 00:13:49,370 get into that level of detail. But using the software 209 00:13:49,370 --> 00:13:52,310 architecture that is a cloud architecture, so it has the 210 00:13:52,310 --> 00:13:57,020 benefits of cloud but still gives you the option of 211 00:13:57,020 --> 00:14:00,310 controlling where that software gets deployed, which could include on- 212 00:14:00,310 --> 00:14:07,400 prem in a private cloud. Abi, your thoughts. Sure. I 213 00:14:07,400 --> 00:14:11,080 know you said," Hey, is private cloud still cool?" I'll 214 00:14:11,170 --> 00:14:14,030 take it a step further and say, not only is 215 00:14:14,030 --> 00:14:17,930 private clouds still cool but it will remain so for 216 00:14:17,930 --> 00:14:22,820 the next several years. As organizations evolve and set their 217 00:14:22,910 --> 00:14:28,220 cloud strategy a private cloud multi- cloud architecture, not only 218 00:14:28,220 --> 00:14:33,010 leveraging the existing investments in technology, but it enables them 219 00:14:33,010 --> 00:14:37,280 to stay true to the original reason why they want 220 00:14:37,420 --> 00:14:40,480 to go multi- cloud or private cloud in the first 221 00:14:40,480 --> 00:14:43,820 place. Some of these reasons, Todd already mentioned so I'll 222 00:14:44,160 --> 00:14:46,960 expand on those. A lot of times when it came 223 00:14:46,960 --> 00:14:51,590 to on- premise customer experience solutions or private cloud hosted 224 00:14:51,630 --> 00:14:57,540 data center based operations. One of the reasons that customers 225 00:14:57,540 --> 00:15:02,490 really took a multi- vendor approach was number one, they 226 00:15:02,490 --> 00:15:06,100 got to select the best of technologies from different vendors 227 00:15:06,420 --> 00:15:10,620 but more importantly, they did not have to lock themselves 228 00:15:10,670 --> 00:15:14,350 in to a single vendor. So the single vendor lock- 229 00:15:14,350 --> 00:15:17,610 in factor goes away. The other thing is in today's 230 00:15:17,610 --> 00:15:22,850 environment, a private cloud gives you greater control over your 231 00:15:22,850 --> 00:15:28,180 security and data protections that you are looking for. But most 232 00:15:28,180 --> 00:15:32,310 of all, it is the ability to create highly customized 233 00:15:32,530 --> 00:15:38,370 and tailored customer experiences for their end consumers. So for 234 00:15:38,370 --> 00:15:43,000 such businesses ripping and replacing their existing private cloud or 235 00:15:43,000 --> 00:15:48,110 premise infrastructure and then going to a public cloud multi- 236 00:15:48,500 --> 00:15:53,440 tenant cloud solution, where 80% of the functionalities are same 237 00:15:53,680 --> 00:15:59,100 across multiple customer sex, they cannot provide those discerning tailored 238 00:15:59,310 --> 00:16:04,240 customer experiences that their customers experience. And now, as Todd, 239 00:16:04,240 --> 00:16:07,250 mentioned, he said containers. And I take it one step 240 00:16:07,250 --> 00:16:10,550 further into the technicalities of it, for the past several 241 00:16:10,550 --> 00:16:16,560 years technologies such as Docker, Kubernetes, allow you to get 242 00:16:16,560 --> 00:16:20,840 all the cloud benefits from your existing premise or private 243 00:16:20,840 --> 00:16:24,100 cloud solutions. So this is the reason why I think 244 00:16:24,590 --> 00:16:26,950 private cloud is going to be cool for a very 245 00:16:26,950 --> 00:16:30,780 long time. And Todd, I was going to say, when 246 00:16:30,780 --> 00:16:36,450 you look at our own customer base, look at the popularity of private cloud. 247 00:16:36,450 --> 00:16:38,920 Yeah. So particularly the types of customers that we deal with and engage 248 00:16:39,100 --> 00:16:43,200 with some of the largest and most sophisticated contact centers 249 00:16:43,200 --> 00:16:47,160 in the world. And in some of these industries, they 250 00:16:47,160 --> 00:16:51,110 have the scale to justify the cloud infrastructure, they have 251 00:16:51,110 --> 00:16:54,580 the teams to justify it. I think particularly in the 252 00:16:54,580 --> 00:17:00,880 large financial services, most of those operations are massive, massive 253 00:17:00,880 --> 00:17:05,060 in scale and have massive investments in private cloud. And 254 00:17:05,060 --> 00:17:08,020 they have the opportunity to leverage those investments now with 255 00:17:08,020 --> 00:17:13,950 a cloud contact center product from Genesys. And Abi, mentioned 256 00:17:14,060 --> 00:17:17,930 this but I want to also just acknowledge that in 257 00:17:17,930 --> 00:17:22,490 certain industries, certain parts of the world, there are regulatory 258 00:17:22,490 --> 00:17:27,110 and compliance reasons that certain companies need to operate in 259 00:17:27,110 --> 00:17:31,740 private clouds. Whether it be government services or due to 260 00:17:31,740 --> 00:17:36,780 certain dat privacy restrictions or constraints within a certain geography, 261 00:17:37,650 --> 00:17:41,260 private cloud is a necessity. And so what we aim 262 00:17:41,260 --> 00:17:45,620 to do with this, our architecture in multi- cloud is 263 00:17:45,620 --> 00:17:48,200 deliver the benefits of cloud with still that control of being 264 00:17:48,200 --> 00:17:52,640 able to put the software where you want. And Abi, 265 00:17:52,640 --> 00:17:55,000 I know you started delving a little bit further into 266 00:17:56,220 --> 00:18:01,740 Docker containers and Kubernetes. This isn't necessarily new technology as 267 00:18:01,740 --> 00:18:06,110 I understand it, really what's new is it entering the 268 00:18:06,110 --> 00:18:08,910 CCaaS, the contact center as a service market, is that 269 00:18:08,910 --> 00:18:12,830 fair? You are 100% accurate. And the reason for this 270 00:18:12,830 --> 00:18:18,990 is a whole lot of these technologies across multiple information 271 00:18:18,990 --> 00:18:24,590 services and information technology disciplines have been identified as open 272 00:18:24,590 --> 00:18:29,960 source options by the Cloud Native Computing Foundation or CNCF. 273 00:18:30,420 --> 00:18:33,300 So a lot of these open source technologies are already 274 00:18:33,300 --> 00:18:37,570 being used on- premise solutions and private cloud solutions, as 275 00:18:37,570 --> 00:18:40,900 well as infrastructure as a service options. I'll start by 276 00:18:40,960 --> 00:18:45,020 naming, Docker, which I said it allows the OS level 277 00:18:45,270 --> 00:18:50,780 virtualization to deliver your software in packages called containers. And 278 00:18:50,780 --> 00:18:56,580 then these containers can be orchestrated using Kubernetes orchestration and 279 00:18:56,750 --> 00:19:01,170 manage and deploy all of these across, not only multiple 280 00:19:01,570 --> 00:19:07,590 infrastructure as a service platforms like, AWS, OpenShift or Google Cloud 281 00:19:07,590 --> 00:19:12,260 platform, but also for on- premise as well as private cloud 282 00:19:12,570 --> 00:19:16,680 or hosted services. There are additional few technologies which we 283 00:19:16,680 --> 00:19:20,500 in Genesys engage use to enable this for our customers 284 00:19:20,570 --> 00:19:25,800 all from the CNCF Foundation. One is Terraform, infrastructure provisioning, 285 00:19:25,800 --> 00:19:32,280 which allows automated provisioning of infrastructure across multiple clouds simultaneously. 286 00:19:32,650 --> 00:19:36,510 There is also Spinnaker continuous delivery and integration. We say 287 00:19:36,700 --> 00:19:40,900 that our multi- cloud and private cloud customers get continuous 288 00:19:40,900 --> 00:19:44,670 delivery and integration, but Spinnaker is the technology that enables 289 00:19:44,670 --> 00:19:48,300 this to happen. Which is why I say that even 290 00:19:48,300 --> 00:19:51,940 our on- premise and private cloud customers get to live 291 00:19:52,030 --> 00:19:57,010 the cloud life, instant scalability, continuous delivery, access to cloud 292 00:19:57,010 --> 00:20:02,830 innovations across all clouds and cross cloud deployment. So think 293 00:20:02,830 --> 00:20:08,080 about it, we don't know where that new technology, new 294 00:20:08,240 --> 00:20:11,410 innovation will come early, if you are locked into lets 295 00:20:11,410 --> 00:20:15,040 say, Amazon web services for your solution and it is 296 00:20:15,640 --> 00:20:20,250 tightly integrated on Amazon web services infrastructure, it is difficult 297 00:20:20,660 --> 00:20:23,560 to go to another platform which may have the innovation. 298 00:20:23,970 --> 00:20:28,750 With Docker and Kubernetes container orchestration. You can use multiple 299 00:20:28,750 --> 00:20:34,080 cloud platforms simultaneously, and not only just stop, reduce your 300 00:20:34,080 --> 00:20:37,540 time to deployment by 75% but even cut your costs 301 00:20:37,540 --> 00:20:40,350 in half. Sorry, Todd, go ahead. And Bobby, I think 302 00:20:40,350 --> 00:20:46,850 you pasted it in the question, some of our customers 303 00:20:46,850 --> 00:20:48,480 and those of you who are on this call, I'm 304 00:20:48,480 --> 00:20:52,340 going to say, may not be familiar with Kubernetes and 305 00:20:52,340 --> 00:20:56,770 Helm Charts and Spinnaker and a Terraform. These are newer 306 00:20:56,770 --> 00:21:00,650 technologies to the call center people and I can tell 307 00:21:00,650 --> 00:21:03,620 you and the customers that we're dealing with and that 308 00:21:03,620 --> 00:21:09,210 we're helping today, it isn't uncommon that I walk into 309 00:21:09,370 --> 00:21:12,960 some of those conversations with and meeting with a party 310 00:21:12,960 --> 00:21:15,810 who isn't familiar with that technology. Now, one thing I 311 00:21:15,810 --> 00:21:17,420 will say is I would and I'll go on a 312 00:21:17,420 --> 00:21:21,310 limb here and guarantee that any large enterprise, if you 313 00:21:21,310 --> 00:21:24,970 go and talk to your peers in IT, you will 314 00:21:24,970 --> 00:21:28,530 find some group within the enterprise that is already deploying 315 00:21:28,530 --> 00:21:32,240 this technology. So as you said, it's new- ish to 316 00:21:32,240 --> 00:21:34,990 contact center but it's not new to the environments of 317 00:21:34,990 --> 00:21:37,090 our enterprises, so connecting that dots is one of the 318 00:21:37,090 --> 00:21:40,380 things that we need to do as a team. Perfect. 319 00:21:40,380 --> 00:21:42,880 Then actually I'm going to interject, we did have a 320 00:21:42,880 --> 00:21:47,280 question that came in. The question is, I would self- 321 00:21:47,280 --> 00:21:51,290 describe as on- premise with an application that we've used 322 00:21:51,290 --> 00:21:55,590 for almost 10 years now, you're saying that we don't 323 00:21:55,590 --> 00:22:01,400 have to rip and replace? Explain how that works. I'm 324 00:22:01,400 --> 00:22:02,890 not sure, Abi, if you want to take the first 325 00:22:02,890 --> 00:22:07,610 stab at this. Yeah, absolutely. So one of the things 326 00:22:07,690 --> 00:22:12,890 that you will encounter is folks have already started utilizing 327 00:22:12,890 --> 00:22:15,680 a whole host of these technologies, or be it not 328 00:22:15,680 --> 00:22:18,650 all of them, but in order to make their work 329 00:22:18,730 --> 00:22:23,910 loads easier. Think about what started with VMware and virtualization 330 00:22:24,180 --> 00:22:30,180 now has been taken into containerized deployment of servers, services 331 00:22:30,180 --> 00:22:33,010 and platforms. And then of course, to better manage them 332 00:22:33,010 --> 00:22:38,950 they are utilizing other additional services. So when you encounter 333 00:22:39,030 --> 00:22:43,130 your cloud strategy, you don't have to let go on 334 00:22:43,230 --> 00:22:46,120 not only the investment that you're made in the hardware 335 00:22:46,120 --> 00:22:50,120 and software, but also in training and managing all these 336 00:22:50,120 --> 00:22:53,830 resources, which operate these for you. You can set a 337 00:22:53,830 --> 00:22:58,100 slow and steady path to the cloud as you containerize 338 00:22:58,100 --> 00:23:03,490 your solutions, start deriving cloud benefits. And then according to 339 00:23:03,490 --> 00:23:08,240 your convenience, find the right multiple cloud platforms to take 340 00:23:08,240 --> 00:23:12,280 your solution to the next level. What do you think 341 00:23:12,280 --> 00:23:14,650 about this, Todd? And I'll say that sounds like one of our customers, 342 00:23:14,650 --> 00:23:17,820 so maybe I'll speak to it in terms of the 343 00:23:17,820 --> 00:23:24,420 engaged product portfolio. You're offering choice a common theme here 344 00:23:25,640 --> 00:23:28,440 and we started on this journey actually a couple of 345 00:23:28,440 --> 00:23:33,910 years back. Our first containerized component was something called, CX 346 00:23:33,910 --> 00:23:38,070 Insights, which is an analytics application. And so it's a 347 00:23:38,180 --> 00:23:44,630 container packaging and we have customers, long- standing prem customers 348 00:23:44,890 --> 00:23:50,170 who have deployed this particular application in this new containerize 349 00:23:50,170 --> 00:23:54,800 architecture. And that works in combination with their existing deployment, 350 00:23:55,540 --> 00:23:58,360 we have another component called CX Contact, which is our 351 00:23:58,360 --> 00:24:01,390 outbound offer, which is also in containers and now available 352 00:24:01,390 --> 00:24:05,500 and you can integrate that to your existing environment. Genesys 353 00:24:05,500 --> 00:24:11,930 Workspace, web edition, our desktop experience, designer or orchestration engine. 354 00:24:12,220 --> 00:24:17,410 So we are adding containers in elements, with the journey 355 00:24:17,410 --> 00:24:20,470 that we've been on, we are now completing that journey 356 00:24:20,470 --> 00:24:23,020 we'll have the full suite available, but there's options in 357 00:24:23,020 --> 00:24:27,040 terms of how you're going to go about implementing those 358 00:24:27,040 --> 00:24:31,090 components. There are also by the way, customers who go 359 00:24:31,090 --> 00:24:34,620 straight to cloud. So there are customers that have large 360 00:24:34,810 --> 00:24:38,580 prem deployments and decide that they want to transition to 361 00:24:38,580 --> 00:24:43,750 a Genesys managed service and so they transitioned from their 362 00:24:43,750 --> 00:24:45,970 current architecture. So one of the things that, and this 363 00:24:45,970 --> 00:24:48,790 is what we need to have a conversation, with each 364 00:24:48,790 --> 00:24:51,120 of our customers about is that path to cloud and 365 00:24:51,120 --> 00:24:54,950 what makes sense for them. Yeah. And actually, Todd, that 366 00:24:54,950 --> 00:24:58,600 leads me to my next question which is, we've talked 367 00:24:59,000 --> 00:25:01,110 quite a bit about the infrastructure side of it but 368 00:25:01,110 --> 00:25:04,760 there is another side of it. There is the, who's 369 00:25:04,760 --> 00:25:07,210 going to manage it, who's going to deploy it, who's 370 00:25:07,210 --> 00:25:10,090 going to keep that expertise, who's going to manage the 371 00:25:10,090 --> 00:25:12,610 knock, who's going to do the moves, adds and changes? 372 00:25:13,550 --> 00:25:15,470 So Todd, if you want to talk a little bit 373 00:25:15,470 --> 00:25:18,120 about, when you're looking it through the lens of multi- 374 00:25:18,120 --> 00:25:22,540 cloud, again, the flexibility that you're given. Yeah, that's another 375 00:25:22,540 --> 00:25:27,760 thing that's changed a lot from earlier first- generation cloud 376 00:25:28,050 --> 00:25:32,530 contact center solutions or CCaaS solutions as you've said. These had one 377 00:25:32,530 --> 00:25:37,840 model from the vendor with multi- cloud and the architecture 378 00:25:37,840 --> 00:25:42,070 that we've put together with engage, we can offer a 379 00:25:42,920 --> 00:25:45,920 traditional model of Contact Center as a Service where we're 380 00:25:45,920 --> 00:25:51,140 operating and offering completely managing the software. But we also 381 00:25:51,140 --> 00:25:55,740 have options where we can provide those containers, that architecture 382 00:25:55,950 --> 00:26:00,210 to a service provider or a partner who will operate 383 00:26:00,210 --> 00:26:02,670 it on behalf of a customer. So if a customer 384 00:26:02,670 --> 00:26:07,760 chooses to have a service provider operate their software, could 385 00:26:07,760 --> 00:26:10,410 be because of a relationship they have with them on 386 00:26:10,410 --> 00:26:14,520 the networking or telecom side or because of even data 387 00:26:14,520 --> 00:26:17,640 sovereignty reasons. They want a certain operator to run that, 388 00:26:17,820 --> 00:26:21,710 they could choose that or they could be completely on 389 00:26:21,710 --> 00:26:26,380 premise in a private data center with a partner or 390 00:26:26,380 --> 00:26:32,390 in- house staff, some combination managing. There's complete flexibility in 391 00:26:32,390 --> 00:26:37,030 terms of the operating model, which can be made independent 392 00:26:37,030 --> 00:26:39,770 of choosing a great architecture and choosing a great contact 393 00:26:39,770 --> 00:26:45,400 center product. All right. Abi, your thoughts? Sure. I actually, everything 394 00:26:45,400 --> 00:26:48,110 like, Todd said, I'll just add another angle to it from 395 00:26:48,110 --> 00:26:51,520 a personal perspective. All of us in this industry try 396 00:26:51,520 --> 00:26:54,290 to keep our skill sites up to date, several years 397 00:26:54,330 --> 00:27:00,440 ago it was AWS certification, then a few years ago it was Agile certification, now everybody's running towards 398 00:27:00,470 --> 00:27:05,750 GCP. So having a solution that provides you the choice 399 00:27:05,940 --> 00:27:09,240 and gives you the control, if you have the resources 400 00:27:09,330 --> 00:27:12,380 to manage it on site, on premise, have at it. 401 00:27:12,750 --> 00:27:16,080 If you have the resources in conjunction with a partner 402 00:27:16,300 --> 00:27:19,510 to manage it in your private cloud, hosted data center, 403 00:27:19,710 --> 00:27:23,140 then you have that option available with a private multi- 404 00:27:23,400 --> 00:27:27,670 cloud solution. If you have tie- ins or buy ins 405 00:27:27,670 --> 00:27:32,160 with AWS or Azure, then you can start leveraging those 406 00:27:32,300 --> 00:27:36,510 resources for your contact center or customer experience solution also. 407 00:27:36,720 --> 00:27:39,940 Or you can turn it all to a systems integrator 408 00:27:40,190 --> 00:27:42,920 and say," Hey, you do everything for me, give me 409 00:27:42,920 --> 00:27:46,170 your turnkey multi- cloud solution so that we can focus 410 00:27:46,170 --> 00:27:49,330 on our business." So really the control is what I 411 00:27:49,330 --> 00:27:54,100 would emphasize as part of this solution. Abi, scares me 412 00:27:54,100 --> 00:27:56,790 when he says he got his AWS Certification and then 413 00:27:56,790 --> 00:27:59,970 he loved Azure and then now GCP. What I think 414 00:27:59,970 --> 00:28:02,660 about there is we have so many people in this 415 00:28:02,660 --> 00:28:06,630 industry that are attached or married to one particular provider. 416 00:28:06,630 --> 00:28:10,050 And so when you say that you're in the AWS 417 00:28:10,050 --> 00:28:14,350 camp, you're anti Azure and so people are quite divided 418 00:28:14,350 --> 00:28:17,630 along lines sometimes around cloud. I think the message here 419 00:28:17,630 --> 00:28:20,950 is that we know we can support you no matter 420 00:28:20,950 --> 00:28:24,430 what cloud you're in. All right. So now I'm going 421 00:28:24,430 --> 00:28:28,050 to move us to, by all means, especially on engage, 422 00:28:28,540 --> 00:28:33,060 we service extremely large complex global enterprises. And when you 423 00:28:33,060 --> 00:28:36,420 look at the way that they have designed their partner, 424 00:28:36,420 --> 00:28:41,900 their vendor application system ecosystem, it is a whole bunch. 425 00:28:42,830 --> 00:28:45,490 They're tapping into different vendors, I know Abi, had even 426 00:28:45,490 --> 00:28:50,120 mentioned earlier on having that best of breed approach. And 427 00:28:50,120 --> 00:28:54,940 so when it comes to multi- cloud architecture, when you're 428 00:28:54,940 --> 00:28:58,510 looking at the way that we're setting it up to 429 00:28:58,510 --> 00:29:02,840 go forward with multi- cloud, does it impact the way 430 00:29:02,840 --> 00:29:07,660 that these very large complex customers build that ecosystem out. 431 00:29:09,310 --> 00:29:11,710 Todd, why don't you take this one because you deal with 432 00:29:11,710 --> 00:29:14,230 a lot of these customers in face- to- face meetings. 433 00:29:14,310 --> 00:29:21,070 A lot of partners too. Again, I'll go back to 434 00:29:21,070 --> 00:29:24,720 when we saw first- generation CCaaS, a lot of the 435 00:29:25,180 --> 00:29:31,100 direction in the industry and the momentum was towards this 436 00:29:31,100 --> 00:29:37,010 all in one bundle, it's one thing and it's everything 437 00:29:37,010 --> 00:29:39,940 that you need. Now. I don't think the vendors would 438 00:29:39,940 --> 00:29:42,020 go so far as to say close, but it's everything 439 00:29:42,020 --> 00:29:43,430 you need, which is a way of saying that you 440 00:29:43,430 --> 00:29:45,200 don't need anything else so which is a way of saying, 441 00:29:45,200 --> 00:29:48,240 they're not really committed to working with best of breed. 442 00:29:49,900 --> 00:29:51,750 Abi, as you said, that the part of the market 443 00:29:52,030 --> 00:29:55,490 that I deal with every day and customers we deal 444 00:29:55,490 --> 00:29:58,860 with come to the table with their own assets and 445 00:29:58,860 --> 00:30:02,470 various applications that they need to integrate to their contact 446 00:30:02,470 --> 00:30:07,740 center. Sometimes contact center applications, preferences they have around workforce 447 00:30:07,740 --> 00:30:13,640 management or speech recognition or CRM. And when they come 448 00:30:13,640 --> 00:30:18,230 to the table we need to work in a way 449 00:30:18,370 --> 00:30:22,680 with those applications. So integrate to those applications, again, multi- 450 00:30:22,680 --> 00:30:26,230 cloud supports that idea of choice and control around where 451 00:30:26,230 --> 00:30:28,400 you're running your software and how you're integrating it to 452 00:30:28,400 --> 00:30:32,530 these various components and what those parameters and security and 453 00:30:32,530 --> 00:30:36,580 networking looks like. So that ability to integrate becomes part 454 00:30:36,580 --> 00:30:41,690 of that bigger multi- cloud storey. Abi, your thoughts on 455 00:30:41,690 --> 00:30:47,530 this topic? Exactly what, Todd said, that you have the 456 00:30:47,530 --> 00:30:50,970 ability to go in the direction that you want to 457 00:30:50,970 --> 00:30:53,810 and not in the direction those who are pitching you 458 00:30:53,810 --> 00:30:57,410 a cloud solution want to take you into. Maintain that 459 00:30:57,410 --> 00:31:01,410 flexibility, choice and control that you always have had with 460 00:31:01,410 --> 00:31:06,990 your on- premise and private multi- cloud solutions. All right. 461 00:31:06,990 --> 00:31:10,340 So gentlemen, we only have a couple minutes left. So 462 00:31:10,340 --> 00:31:14,330 let me ask this quick question. So Todd, again, knowing 463 00:31:14,330 --> 00:31:17,920 that you have so much time with our customers, when 464 00:31:17,920 --> 00:31:20,050 you talk to them and you start sharing with them, 465 00:31:20,060 --> 00:31:23,140 just our approach to multi- cloud, what is their response? 466 00:31:29,240 --> 00:31:33,420 This basically what I would describe as the way they 467 00:31:33,420 --> 00:31:38,170 show up is with relief. The idea that they've had 468 00:31:38,680 --> 00:31:44,930 sophisticated, complex, large multinational or in some cases, in across 469 00:31:44,930 --> 00:31:48,940 many geographies and data center deployments and that's their current 470 00:31:48,940 --> 00:31:52,780 world. And they're looking at and they've been hearing and 471 00:31:52,780 --> 00:31:55,330 they're trying to figure out a cloud strategy. And the 472 00:31:55,330 --> 00:31:59,670 cloud strategy looks completely different from their current environment in 473 00:31:59,670 --> 00:32:03,310 how their current environment feels and how they operate. And 474 00:32:03,400 --> 00:32:07,510 what multi-cloud gives them is a cloud architecture, a path 475 00:32:07,510 --> 00:32:12,470 to cloud with the ability to embrace some of the 476 00:32:12,470 --> 00:32:15,550 constraints that they've had previously in terms of where they 477 00:32:15,550 --> 00:32:18,580 deploy, who they integrate to, how they control, how they 478 00:32:18,580 --> 00:32:24,600 secure, the software. And so we're seeing a really positive 479 00:32:24,610 --> 00:32:27,780 reaction from our large enterprise customers in this idea of 480 00:32:28,160 --> 00:32:32,650 a path forward to cloud through multi- cloud. Awesome. You 481 00:32:32,650 --> 00:32:36,520 mean, I don't have to give up my solution and 482 00:32:36,520 --> 00:32:39,950 infrastructure in which I put so much pains, hard work 483 00:32:39,950 --> 00:32:43,080 into? These are some of the statements that our customers 484 00:32:43,080 --> 00:32:45,700 make back to us when we show them our multi- 485 00:32:45,810 --> 00:32:49,830 cloud architecture. They're pretty passionate about some of those solutions 486 00:32:50,230 --> 00:32:53,490 that they've tied on to. Because they're just key in 487 00:32:53,490 --> 00:32:55,990 the way that they do customer experience and the way 488 00:32:55,990 --> 00:33:00,440 that they just engage in general. All right. So gentlemen, 489 00:33:00,450 --> 00:33:04,280 we are at time, one last question. And with this 490 00:33:04,280 --> 00:33:06,910 one, since we are at time, I'm going to hold 491 00:33:06,910 --> 00:33:09,920 us all to just a single word answer, so you 492 00:33:09,920 --> 00:33:14,010 get one word. The final question, what is the one 493 00:33:14,010 --> 00:33:19,150 word to you that defines multi- cloud? And so Todd, 494 00:33:19,160 --> 00:33:23,240 I'll start with you. Well, I'm going to answer in one word 495 00:33:23,840 --> 00:33:26,530 but I'm going to expand it. The word would be 496 00:33:27,200 --> 00:33:35,080 control. We work with some fantastic companies, some of the 497 00:33:35,080 --> 00:33:39,900 smartest people in this industry are our customers and they 498 00:33:39,900 --> 00:33:44,410 have great ideas around how to manage their software and 499 00:33:46,040 --> 00:33:49,460 what multi- cloud gives them as ability to exert some 500 00:33:49,460 --> 00:33:53,370 of that control over how and where, and in what 501 00:33:53,370 --> 00:33:57,640 manner their software is deployed. Awesome. All right. Abi Chandra. 502 00:33:58,180 --> 00:34:04,610 I always knew you were a control freak. The one 503 00:34:04,610 --> 00:34:08,490 word solution for defining multi- cloud, which comes to my 504 00:34:08,490 --> 00:34:12,440 mind, I'm going to tap into my inner yoga that 505 00:34:12,450 --> 00:34:15,920 I practice. Especially, Bobby, since you introduced me to heart 506 00:34:15,960 --> 00:34:24,090 yoga, is flexibility. The flexibility to control your infrastructure, the flexibility 507 00:34:24,090 --> 00:34:29,680 to control your technology, the flexibility to control your resources 508 00:34:29,920 --> 00:34:35,080 and the flexibility to decide who will manage, administer, install 509 00:34:40,030 --> 00:34:42,930 and configure your CX solution. So for me, that word is flexibility. Excellent. All right. And I will top us out 510 00:34:42,930 --> 00:34:45,790 with my word, as you were both talking that pop 511 00:34:45,790 --> 00:34:47,550 to my head is actually... I don't know if it's 512 00:34:47,550 --> 00:34:52,920 a full word, but it's multi. And when I think 513 00:34:52,920 --> 00:34:55,810 back on this conversation that we had, we talked about 514 00:34:55,810 --> 00:35:02,310 multi- vendor, multi application, multi- deployment, multi- cloud. And so 515 00:35:02,310 --> 00:35:04,680 on that note, I just want to do a huge, 516 00:35:04,680 --> 00:35:07,810 thanks, Todd, Abi, to both of you. I've thoroughly enjoyed 517 00:35:07,810 --> 00:35:10,750 this last half hour and Josh, back to you to 518 00:35:11,240 --> 00:35:17,120 close this out. Thanks, Bobby. So unfortunately we are out 519 00:35:17,120 --> 00:35:19,270 of time, I know we have questions in the chat 520 00:35:19,270 --> 00:35:22,830 that we were unable to answer. So don't fret, we're 521 00:35:22,830 --> 00:35:25,370 going to answer those questions via email within the next 522 00:35:25,380 --> 00:35:27,340 few business days. So you have a couple of seconds 523 00:35:27,340 --> 00:35:28,810 here before I close this out. If you have any 524 00:35:28,810 --> 00:35:31,240 questions for our speakers today, do me a favor and 525 00:35:31,240 --> 00:35:33,030 just throw those into the Q and A window and we'll 526 00:35:33,030 --> 00:35:34,930 get back to you via email, as promptly as we 527 00:35:34,930 --> 00:35:39,230 can. Also note, there are resources in the resource list 528 00:35:39,230 --> 00:35:41,360 that you could take advantage of right now to learn 529 00:35:41,360 --> 00:35:43,730 more about multi- cloud. So I encourage you to click 530 00:35:43,730 --> 00:35:47,500 on those before today's session ends, so that you can 531 00:35:47,770 --> 00:35:50,470 learn as much about multi- cloud and have as much 532 00:35:50,470 --> 00:35:54,160 passion for it as our speakers did today. Also, as 533 00:35:54,160 --> 00:35:55,980 a friendly reminder, if you could please fill out that 534 00:35:55,980 --> 00:35:57,730 survey, that's going to show up at the end of 535 00:35:57,730 --> 00:36:01,100 today's webcast as well. We greatly appreciate your feedback, we 536 00:36:01,140 --> 00:36:03,950 tailor these presentations to exactly what you, the audience want 537 00:36:03,950 --> 00:36:06,160 to learn more about. So we would love to collect 538 00:36:06,160 --> 00:36:09,950 that feedback for the future presentations from Genesys. And with 539 00:36:09,950 --> 00:36:12,930 that on behalf of Bobby, Todd, Abi and the entire 540 00:36:12,930 --> 00:36:16,040 Genesys team, we thank you again for joining today's webcast, 541 00:36:16,040 --> 00:36:19,480 why your CX solution must be multi- cloud and might 542 00:36:19,480 --> 00:36:22,160 already be. Until next time, have a good one, everyone. 543 00:36:22,190 --> 00:36:22,270 Thank you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l09RQAQ"] Meet the Speakers Tod Famous VP Product Management, Engage Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Demo Webinar Connect the dots with Genesys and Adobe Featuring guest speakers from Adobe and IDC Break down the data silos between sales, marketing and service for more connected customer experiences [cutoff co_thick="2px"][webinarschedule]The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Join IDC, Adobe and Genesys in this live webinar to learn how to: Manage the rise of digital-first customer expectations Eliminate data silos by integrating Genesys Cloud and Adobe Experience Platform Turn data into actionable insights that deliver results Enable more intelligent, individualized customer interactions [cutoff co_thick="2px"]1 00:00:06,720 --> 00:00:10,340 Good morning, evening and afternoon everyone, this is Josh Reed from 2 00:00:10,340 --> 00:00:12,780 the digital events team here at Genesys. And let me 3 00:00:12,780 --> 00:00:16,610 be the first to say welcome to our live demonstration 4 00:00:16,610 --> 00:00:20,990 today, " Connect the Dots with Genesys and Adobe." As I 5 00:00:20,990 --> 00:00:22,850 always do, I'm going to keep it short and sweet, 6 00:00:22,850 --> 00:00:25,090 but I do have just a couple housekeeping items to go 7 00:00:25,090 --> 00:00:27,880 through before we get started today. So first off, if you 8 00:00:27,880 --> 00:00:30,990 experience any problems viewing or listening to today's demo, do 9 00:00:30,990 --> 00:00:32,830 me a favor and just do a quick refresh on 10 00:00:32,830 --> 00:00:35,610 your browser and maybe switch over to something like Chrome 11 00:00:35,610 --> 00:00:38,130 or Firefox as well, as these are the best browsers 12 00:00:38,130 --> 00:00:41,460 that support the webcast platform. You also have the ability 13 00:00:41,460 --> 00:00:44,110 to enlarge the slide window and the video window by 14 00:00:44,110 --> 00:00:47,510 dragging any of the corners of said windows, and you 15 00:00:47,510 --> 00:00:51,540 can adjust those throughout the presentation. And also note that 16 00:00:51,540 --> 00:00:54,640 this webcast is designed to be an interactive experience between 17 00:00:54,640 --> 00:00:56,960 you and our presenters today. So first off, if you 18 00:00:56,960 --> 00:00:59,580 have any questions throughout the presentation, throw those into the 19 00:00:59,580 --> 00:01:03,560 Q& A window below the slide window. Now, we will 20 00:01:03,560 --> 00:01:05,470 have a live Q& A at the end of the 21 00:01:05,470 --> 00:01:08,450 presentation today but sometimes time gets away from us. So, 22 00:01:08,660 --> 00:01:10,810 if that does happen, what we'll do is we'll follow 23 00:01:10,810 --> 00:01:13,150 up with you via email in a few business days. 24 00:01:14,910 --> 00:01:17,330 And also note that this is being recorded, so if 25 00:01:17,330 --> 00:01:20,630 you miss anything throughout today's presentation, don't fret. You'll receive 26 00:01:20,630 --> 00:01:23,630 a link to the recording from ON24 within the next 27 00:01:23,630 --> 00:01:26,360 few business days, and that will have full playback capabilities. 28 00:01:28,220 --> 00:01:30,540 I also encourage you to check out the resource box 29 00:01:30,540 --> 00:01:33,330 below the slides as well. Clicking through won't take you 30 00:01:33,330 --> 00:01:34,900 away, they'll just open up in a new tab in 31 00:01:34,900 --> 00:01:39,770 your browser. But these resources expand on today's topic. And 32 00:01:39,770 --> 00:01:42,540 lastly, we welcome and appreciate your feedback, so you'll have 33 00:01:42,540 --> 00:01:44,730 the opportunity to fill out a short survey that's going 34 00:01:44,730 --> 00:01:47,150 to show up at the end of today's presentation. You 35 00:01:47,150 --> 00:01:49,390 can also click on the last icon below in that 36 00:01:49,390 --> 00:01:51,290 survey widget if you want to knock it out early, 37 00:01:51,430 --> 00:01:53,930 but we tailor these presentations to exactly what you want 38 00:01:53,930 --> 00:01:55,670 to learn more about, so I encourage you to go 39 00:01:55,670 --> 00:01:57,850 ahead and check that out whenever you get a chance 40 00:01:57,850 --> 00:02:02,080 throughout today's presentation. And like I said, short and sweet. 41 00:02:02,350 --> 00:02:05,340 So, today we have three excellent presenters excited to discuss 42 00:02:05,340 --> 00:02:08,550 how to manage the rise of digital first customer expectations, 43 00:02:08,900 --> 00:02:12,730 eliminate data silos by integrating Genesys Cloud and Adobe Experience 44 00:02:12,730 --> 00:02:17,660 platforms, turn data into actionable insights that deliver results and 45 00:02:17,660 --> 00:02:22,850 enable more intelligent, individualized customer interactions. I'm happy to introduce 46 00:02:22,850 --> 00:02:25,600 you all to Alan Webber, the program vice president of 47 00:02:25,600 --> 00:02:29,610 customer experience at IDC. We have Sridhar Jayakumar, the principal 48 00:02:29,610 --> 00:02:32,850 product manager at Adobe. And finally, we have Dan Arra, 49 00:02:32,900 --> 00:02:36,150 the vice president of sales for Genesys AI. So with 50 00:02:36,150 --> 00:02:37,840 that being said, I'm going to hand things off to 51 00:02:37,840 --> 00:02:42,550 our first presenter today. Alan, the floor is yours. Thank 52 00:02:42,550 --> 00:02:45,920 you so much, and thank you everybody for joining us. Man, 2020, what a 53 00:02:45,920 --> 00:02:49,010 year. Wasn't quite what we were expecting going into it, 54 00:02:49,010 --> 00:02:50,580 but now that we're through it and we're on to 55 00:02:50,580 --> 00:02:53,880 the next one, 2021, let's talk a little bit about what it 56 00:02:53,880 --> 00:02:57,110 means to be a post- COVID customer and how companies 57 00:02:57,110 --> 00:03:00,180 are driving empathy at scale. But to start with, I'd 58 00:03:00,180 --> 00:03:02,180 like to start with a little survey, if you don't 59 00:03:02,180 --> 00:03:05,420 mind. And if you can go ahead and answer these 60 00:03:05,420 --> 00:03:08,260 question, the question we have up in the window. What 61 00:03:08,260 --> 00:03:10,850 are the biggest changes you've seen over the past year 62 00:03:10,850 --> 00:03:14,650 that are driving digital transformation? And please select all that 63 00:03:14,650 --> 00:03:18,700 apply. One, need to reassure customers they can reach you 64 00:03:18,700 --> 00:03:25,490 whenever needed. Two, increase interaction volume, more calls, chats, SMS, 65 00:03:25,490 --> 00:03:31,080 messages. Three, higher customer expectations to show me that me. 66 00:03:31,930 --> 00:03:36,260 Four, demographic change mix over different channels. And five, all 67 00:03:36,260 --> 00:03:38,750 of the above. Go ahead and give you just a 68 00:03:38,750 --> 00:03:41,260 second to go ahead and answer that question for us, 69 00:03:41,260 --> 00:03:58,210 if you would please. Okay, let's see what the results 70 00:03:58,210 --> 00:04:03,400 are showing. So, the number one, as we probably would 71 00:04:03,400 --> 00:04:07,570 have expected, at 43 1/2% was all of the above. 72 00:04:08,600 --> 00:04:11,660 The second largest was increased interaction volume. More calls, more 73 00:04:11,660 --> 00:04:16,330 chats, SMS, and messages. Third was demographic change mix over 74 00:04:16,330 --> 00:04:20,190 channels. And fourth was need to reassure customers they can 75 00:04:20,190 --> 00:04:22,940 reach you whenever needed. And lastly was the higher customer 76 00:04:22,940 --> 00:04:28,070 expectation. And that actually leads real well into what my 77 00:04:28,070 --> 00:04:32,660 presentation is about and where things are going. with the 78 00:04:32,660 --> 00:04:36,230 pandemic there were a number of effects that changed, a 79 00:04:36,230 --> 00:04:39,580 number of things that affected the consumer and the customer. 80 00:04:40,360 --> 00:04:44,100 It created unique situations for some industries, such as retail, 81 00:04:44,330 --> 00:04:47,470 healthcare, and look at hospitality. And before we got on 82 00:04:47,470 --> 00:04:49,700 the call we were talking a little bit about travel. 83 00:04:49,960 --> 00:04:52,650 The airlines have really had to change what's going on. It has 84 00:04:53,210 --> 00:04:56,170 forced them to rethink the way they use technology to 85 00:04:56,170 --> 00:04:59,420 engage with their customers. And what I want to highlight 86 00:04:59,420 --> 00:05:01,880 is some of the effects that we're seeing from COVID 87 00:05:01,880 --> 00:05:07,500 that are happening already. There are three cracks in what 88 00:05:07,500 --> 00:05:11,790 we call customer experience, specifically COVID cracks. And what we 89 00:05:11,790 --> 00:05:15,450 mean by that is that, with COVID we saw an acceleration 90 00:05:15,450 --> 00:05:19,080 in the digital transformation forced upon companies. They had to 91 00:05:19,080 --> 00:05:22,170 digitally transform because they weren't ready for all of the 92 00:05:22,170 --> 00:05:26,190 impacts that the pandemic would have on them. And so, 93 00:05:26,190 --> 00:05:29,700 the three cracks, what we call, essentially exposing the digital 94 00:05:29,700 --> 00:05:36,590 underbelly are contactless experiences, customer automation and self- service, and 95 00:05:36,590 --> 00:05:38,770 apps become the interface. And we're going to start off 96 00:05:38,770 --> 00:05:44,670 with the contactless experience. Basically what happened is, because of 97 00:05:45,010 --> 00:05:48,050 COVID we went from an in- person, person- to- person 98 00:05:48,050 --> 00:05:52,650 type of engagement and interaction to these contactless experiences. And 99 00:05:52,650 --> 00:05:56,070 it's everything from contactless product delivery, to payment, to product 100 00:05:56,070 --> 00:05:59,450 pickup. All kinds of different things, and the whole reason 101 00:05:59,450 --> 00:06:03,330 behind that was because it made consumers and customers feel 102 00:06:03,330 --> 00:06:06,900 safer. Now, in my experience, one of the more interesting 103 00:06:06,900 --> 00:06:10,040 ones to watch was Best Buy. Before, you used to 104 00:06:10,040 --> 00:06:12,210 go into the showroom, you'd look around, there'd be stuff 105 00:06:12,210 --> 00:06:14,580 in there, lots of people in there looking at everything 106 00:06:14,580 --> 00:06:18,330 from refrigerators, to new iPhones, to new computers. In the 107 00:06:18,380 --> 00:06:21,740 pandemic, actually Best Buy was well- positioned to deal with 108 00:06:21,740 --> 00:06:25,180 this transformation, and just a few months in they'd already 109 00:06:25,180 --> 00:06:28,150 switched over to the ability to do curbside pickup, order 110 00:06:28,150 --> 00:06:31,840 online, look into their supply chain. What we found is 111 00:06:32,010 --> 00:06:37,870 that, with customers, 38% of them said during our surveys 112 00:06:38,180 --> 00:06:44,890 that contactless experiences make them feel a lot safer, or 113 00:06:44,890 --> 00:06:50,700 much safer. What kind of contactless experiences? Specifically, contactless product 114 00:06:50,700 --> 00:06:54,920 delivery. That was the most preferred contactless approach. So everything 115 00:06:54,920 --> 00:06:58,930 from DoorDash to something coming from Amazon. But right up 116 00:06:58,930 --> 00:07:03,330 there was contactless payment, product pick up, check- in, customer 117 00:07:03,330 --> 00:07:06,970 service, and no- signature checkout. But that was just the 118 00:07:06,970 --> 00:07:09,530 start. That was just the first crack that we saw. 119 00:07:10,810 --> 00:07:14,040 But how does this actually manifest in the world it 120 00:07:14,040 --> 00:07:16,850 is that we're dealing with today? And probably the best 121 00:07:16,850 --> 00:07:19,300 example we have out there is actually grocery pick up. 122 00:07:21,380 --> 00:07:26,810 30. 5, almost 31% of consumers said they would like 123 00:07:26,810 --> 00:07:33,130 curbside pick up to continue. Not really unexpected because by 124 00:07:33,140 --> 00:07:38,110 2023, IDC expects 75% of grocery e- commerce orders will be 125 00:07:38,110 --> 00:07:41,290 picked up curbside or in- store at a special type 126 00:07:41,290 --> 00:07:45,550 of kiosk, driving a 35% increase in investment in on- 127 00:07:45,550 --> 00:07:49,330 site or nearby micro- fulfillment centers to meet that need 128 00:07:49,380 --> 00:07:54,120 of the customer. We talked a little bit about contactless 129 00:07:54,120 --> 00:07:58,650 experience, what's the next one? Well, that's customer automation and 130 00:07:58,650 --> 00:08:01,610 self- service. That's one of the things that grew fairly 131 00:08:01,610 --> 00:08:06,340 quickly during the whole pandemic, is customer automation and self- 132 00:08:06,350 --> 00:08:09,450 service. How do customers take care of things themselves? How 133 00:08:09,450 --> 00:08:12,170 do they actually, instead of going into a store or 134 00:08:12,170 --> 00:08:14,730 going into a location somewhere, how are they able to 135 00:08:14,730 --> 00:08:21,370 do it digitally, online, and move that forward? And so, 136 00:08:21,370 --> 00:08:25,370 what we found is that, during COVID- 19 and the 137 00:08:25,370 --> 00:08:28,770 pandemic, there were a lot of increases in adoption around 138 00:08:28,770 --> 00:08:33,190 the usage and adoption of automated self- service technologies. So 139 00:08:33,190 --> 00:08:36,650 for example, the use of telemedicine, first- time use of 140 00:08:36,960 --> 00:08:43,190 telemedicine, was up 28. 2%. Video calls, Zoom calls, Teams 141 00:08:43,190 --> 00:08:48,470 calls, WebEx calls went up 26.2%. Mobile ordering went up 142 00:08:48,510 --> 00:08:52,700 20. 5%, people actually ordering things on their phone. Everything 143 00:08:52,700 --> 00:08:56,970 from Amazon to, say Chipotle or Chic- Fil-A. But that 144 00:08:56,970 --> 00:09:01,420 wasn't just it. What's also increased is that push towards 145 00:09:01,420 --> 00:09:06,630 mobile apps and how we do automated and self- service 146 00:09:06,680 --> 00:09:11,530 through mobile apps. In fact, mobile applications, their usage of 147 00:09:11,530 --> 00:09:16,360 by consumers and customers went up almost 36%. Mobile ordering 148 00:09:16,360 --> 00:09:21,790 was up 27. 5% previously. Mobile payments, and this is 149 00:09:21,790 --> 00:09:25,540 one of the really interesting ones, between that and alternative payments, mobile 150 00:09:25,630 --> 00:09:30,000 payments was up 18%. Alternative payments, using things like PayPal, 151 00:09:30,000 --> 00:09:35,990 Venmo, things like that, was up almost 23%. So first 152 00:09:35,990 --> 00:09:39,500 of all, we saw the digital transformation around contactless experiences. 153 00:09:39,630 --> 00:09:42,750 And then we see this move into customer support and 154 00:09:42,750 --> 00:09:45,880 self- service, all being automated and again, in a lot 155 00:09:45,880 --> 00:09:50,550 of ways, contactless. So how has this manifested out into 156 00:09:50,550 --> 00:09:54,720 the world? Well specifically when you talk about telemedicine, this 157 00:09:54,720 --> 00:09:57,130 is probably one of the biggest changes because with healthcare, 158 00:09:57,410 --> 00:09:59,910 a lot of that is that personal interaction back and 159 00:09:59,910 --> 00:10:04,360 forth with the doctor or other healthcare provider, and IDC 160 00:10:04,360 --> 00:10:09,100 believes that telemedicine is here to stay just because it's 161 00:10:09,100 --> 00:10:11,700 a simpler and easier way to interact and engage with 162 00:10:11,700 --> 00:10:16,080 your healthcare providers. For example, one of my children goes 163 00:10:16,080 --> 00:10:18,640 and sees a speech therapist and it used to be 164 00:10:18,640 --> 00:10:23,160 this was all done in person. Now what happens is 165 00:10:23,160 --> 00:10:26,390 that he has a weekly appointment with his speech therapist 166 00:10:26,570 --> 00:10:29,830 through Zoom and they're able to interact and engage, and the 167 00:10:29,830 --> 00:10:31,630 audio and the video is good enough that they can 168 00:10:31,630 --> 00:10:35,050 actually make those necessary changes and teach him what it 169 00:10:35,050 --> 00:10:38,590 is he needs to adapt to his speech therapy. So, 170 00:10:38,780 --> 00:10:40,880 telemedicine is one of those things that are here to 171 00:10:41,750 --> 00:10:46,010 stay, and IDC believes by 2023, providers and life science companies 172 00:10:46,010 --> 00:10:51,740 will increase spending by 70% on health technologies, specifically those 173 00:10:51,740 --> 00:10:55,600 health telemedicine type technologies. So we continue to move that 174 00:10:55,790 --> 00:11:01,470 forward. Now we've talked about contactless experiences, we've talked about 175 00:11:01,470 --> 00:11:06,130 the consumer automation. Lastly, it's really the applications become the 176 00:11:06,190 --> 00:11:09,170 primary interface for how we interact and engage with the 177 00:11:09,170 --> 00:11:14,820 world. With COVID- 19, it introduced a whole lot of new 178 00:11:14,820 --> 00:11:17,150 task apps that we've never had on our phones before. 179 00:11:17,330 --> 00:11:20,290 We're used to having things like email, we're used to 180 00:11:20,290 --> 00:11:25,690 having maybe FaceTime. Maybe you're checking Facebook or doing doomscrolling 181 00:11:25,740 --> 00:11:29,970 on TikTok or maybe Instagram. But the fact of the 182 00:11:29,970 --> 00:11:32,330 matter is that we have a lot of new apps 183 00:11:32,330 --> 00:11:36,130 that were task- oriented that were introduced during COVID- 19. 184 00:11:36,510 --> 00:11:39,350 Probably the biggest one introduced, obviously, was the COVID incident 185 00:11:39,350 --> 00:11:43,410 management applications and symptom tracking. But the fascinating thing is, 186 00:11:43,410 --> 00:11:45,810 as we get through the pandemic, those are going to 187 00:11:45,810 --> 00:11:48,420 drop away but what's going to stay in place? The 188 00:11:48,420 --> 00:11:53,840 workplace safety applications, the curbside pickup applications, and the office 189 00:11:53,840 --> 00:11:57,420 space utilization applications. You're going to see a whole lot 190 00:11:57,420 --> 00:12:00,540 more new applications that lay out how it is we 191 00:12:00,550 --> 00:12:04,640 interact and engage, both with other employees and with customers 192 00:12:04,690 --> 00:12:07,840 and consumers as they're out there. So this is the 193 00:12:07,840 --> 00:12:10,040 new world that we're dealing with. A lot of this 194 00:12:10,040 --> 00:12:15,400 is going to be happening through those mobile devices. In 195 00:12:15,400 --> 00:12:18,420 fact, probably one of the best examples that I can give 196 00:12:18,420 --> 00:12:22,310 during this whole process was the whole food delivery. One 197 00:12:22,310 --> 00:12:25,470 of the fabulous things about being home now, when I 198 00:12:25,470 --> 00:12:26,850 used to travel so much, is that I had a 199 00:12:26,850 --> 00:12:31,560 number of dollars stashed up in Uber Cash. And so, 200 00:12:31,560 --> 00:12:33,590 it was fun when my kids were home from school 201 00:12:33,590 --> 00:12:35,080 that they would come in and they would say, " Okay, 202 00:12:35,080 --> 00:12:38,530 he Dad, can we order Uber Eats using the money 203 00:12:38,530 --> 00:12:41,400 you have on your Uber app?" And that was kind 204 00:12:41,400 --> 00:12:43,270 of cool for a couple of times. After the third 205 00:12:43,270 --> 00:12:45,020 time, it's like, " No, you can go downstairs and make 206 00:12:45,020 --> 00:12:47,460 yourself a PB& J. But the fact of the matter 207 00:12:47,460 --> 00:12:50,930 is that food delivery is not going away. It's something 208 00:12:51,140 --> 00:12:55,130 to stay. And it's going to increase for restaurants and 209 00:12:55,130 --> 00:12:58,120 eats into their profits just as a way to be 210 00:12:58,120 --> 00:13:02,750 able to survive. 31% of consumers would like home delivery 211 00:13:02,750 --> 00:13:06,470 of goods to continue. And honestly, I think this is 212 00:13:06,470 --> 00:13:08,390 going to grow. I don't know how many of you 213 00:13:08,390 --> 00:13:10,730 remember the old Peapod and places like that where they 214 00:13:10,730 --> 00:13:14,170 would actually deliver groceries. This is going to grow even 215 00:13:14,170 --> 00:13:18,830 more. In fact, IDC believes by 2023, 30% of restaurants 216 00:13:18,830 --> 00:13:23,440 using third party delivery platforms will deploy native delivery options 217 00:13:23,440 --> 00:13:25,640 to eliminate that third party feed because they want to 218 00:13:25,640 --> 00:13:28,460 retain that money. What that means is that they're using 219 00:13:28,460 --> 00:13:32,700 technology to continue to build up their baseline revenue in 220 00:13:32,700 --> 00:13:34,590 this new type of world it is that we're dealing 221 00:13:34,590 --> 00:13:39,660 with. So, if you work in technology, if you're CIO, 222 00:13:39,660 --> 00:13:44,400 a CTO, a CMO, what does this mean for you? Well, here's 223 00:13:44,400 --> 00:13:48,650 what it means for you. CX is now becoming urgent 224 00:13:48,660 --> 00:13:52,290 for the C- Suite. IDC does a lot of research, 225 00:13:52,290 --> 00:13:55,760 we take a lot of surveys, and back in January 226 00:13:56,490 --> 00:14:00,160 or February we surveyed what we call our future enterprise 227 00:14:00,160 --> 00:14:05,010 survey. And we had CxO type officers outline where the 228 00:14:05,190 --> 00:14:08,390 primary priorities were for the C- Suite in their companies. 229 00:14:09,040 --> 00:14:12,940 And customer experience was down number eight because there's so 230 00:14:12,940 --> 00:14:15,820 many other things that are going on out there. And 231 00:14:16,140 --> 00:14:19,240 most companies honestly believe that they can always find another 232 00:14:19,240 --> 00:14:23,740 customer. What we found is that with the pandemic, customer 233 00:14:23,740 --> 00:14:27,220 experience went from number eight to number two, and it 234 00:14:27,770 --> 00:14:30,660 remained in one of the top three slots every month 235 00:14:30,660 --> 00:14:34,040 for the rest of the year. This is where the 236 00:14:34,040 --> 00:14:38,890 priority was. Customer experience become a top priority because companies 237 00:14:38,890 --> 00:14:42,810 realize that without a customer, they didn't have a company. 238 00:14:44,540 --> 00:14:48,020 So what are the challenges to driving a differentiated experience? 239 00:14:49,950 --> 00:14:52,790 Again, from our survey, the biggest challenge out there is 240 00:14:52,790 --> 00:14:55,610 that cross- channel experience. How do you move from a 241 00:14:55,610 --> 00:14:58,080 mobile device to a website to an in- person, and 242 00:14:58,080 --> 00:15:01,660 maybe back to a mobile device? 69% of our respondents 243 00:15:01,660 --> 00:15:04,330 said that was the number- one thing they were challenged 244 00:15:04,330 --> 00:15:07,600 with. The number two was how do you switch, in 245 00:15:07,600 --> 00:15:11,610 a pandemic environment, into a customer- centric organization? What does 246 00:15:11,610 --> 00:15:15,330 it take and how do you move that forward? Third 247 00:15:15,330 --> 00:15:20,410 was tying that improvement in customer experience to revenue, and 248 00:15:20,410 --> 00:15:24,480 that's absolutely critical because if you can't prove the revenue, 249 00:15:24,750 --> 00:15:28,470 then you can't prove the value of the experience. And 250 00:15:28,470 --> 00:15:30,750 the last one, all the way down at 38% was 251 00:15:30,750 --> 00:15:33,420 integrated the customer data. Now I'll just tell you from 252 00:15:33,420 --> 00:15:35,640 experience, you're going to see this one rise because this 253 00:15:35,640 --> 00:15:38,860 is the lifeblood of customer experience. If you look at 254 00:15:38,860 --> 00:15:42,180 the work that Genesys and Adobe do, this is really 255 00:15:42,180 --> 00:15:45,850 the lifeblood. The customer data, moving that customer data around 256 00:15:46,090 --> 00:15:48,510 and being able to drive all of the intelligence and 257 00:15:48,510 --> 00:15:52,050 analytics, and therefore the better experience that they're able to 258 00:15:52,050 --> 00:15:55,610 provide. So, when you think about where this goes in 259 00:15:55,610 --> 00:15:58,920 the future, think about starting with the customer at the 260 00:15:58,920 --> 00:16:01,660 center. This is where the future is going to be 261 00:16:01,660 --> 00:16:04,070 and this is how companies like Adobe and Genesys are 262 00:16:04,070 --> 00:16:06,900 pulling this together. Customers at the center, and they want 263 00:16:06,900 --> 00:16:09,800 four things. They want a conversation with the brand, they 264 00:16:09,800 --> 00:16:13,410 want a clear customer journey, they want a good experience, 265 00:16:13,450 --> 00:16:16,190 and they want satisfaction and being able to express that 266 00:16:16,190 --> 00:16:19,880 satisfaction. So really, what it comes down to is an 267 00:16:19,880 --> 00:16:24,160 empathetic relationship between customers and brands built upon what the 268 00:16:24,160 --> 00:16:27,570 customer wants and how they want to be treated. But 269 00:16:27,570 --> 00:16:31,420 that's just the beginning because this all happens through this 270 00:16:31,420 --> 00:16:36,780 lens of technology. And it's this technology around awareness, engaging, 271 00:16:37,080 --> 00:16:42,210 learning and measuring. Every customer engagement now happens through a 272 00:16:42,210 --> 00:16:47,590 lens of technology, and that's the critical piece here. Lastly, 273 00:16:48,990 --> 00:16:52,260 you've got the customer, you've got the technology. It has 274 00:16:52,260 --> 00:16:57,400 to drive business outcomes that drives empathy at scale. That's 275 00:16:57,400 --> 00:17:00,810 really where the future is now, is empathy at scale. 276 00:17:00,870 --> 00:17:02,860 And that's what technology is driving, and that's what that 277 00:17:02,860 --> 00:17:05,920 relationship with the customer is all about. So this is what 278 00:17:05,920 --> 00:17:08,070 I'd like to leave you with because this is what 279 00:17:08,070 --> 00:17:13,290 it means. The customer experience of today and tomorrow is 280 00:17:13,290 --> 00:17:19,870 all about awareness. It's about engagement. It's about learning. It's 281 00:17:19,870 --> 00:17:25,140 about measurement. And it's about data. And these, together, are 282 00:17:25,150 --> 00:17:28,570 what drive empathy at scale, and all this happens through 283 00:17:28,570 --> 00:17:31,750 the lens of technology. Now I'd like to turn it 284 00:17:31,750 --> 00:17:34,760 over to my colleagues and let them take this forward 285 00:17:34,760 --> 00:17:39,310 from here. Great. Thank you very much, Alan. A lot 286 00:17:39,310 --> 00:17:42,640 of good information. We'd like to learn a little bit 287 00:17:42,640 --> 00:17:46,700 more about your specific CX challenges before Sridhar and I 288 00:17:46,960 --> 00:17:52,950 start talking about the Adobe Genesys partnership and integrations. So 289 00:17:53,200 --> 00:17:56,980 we have a question here and a few options. What 290 00:17:56,980 --> 00:18:01,040 are your CX challenges in the new digital world? One, 291 00:18:01,100 --> 00:18:05,610 improve customer retention/ loyalty, reduce churn. That's probably pretty important. 292 00:18:06,040 --> 00:18:13,280 Personalize the experiences to impact very specific KPIs. CSAT, increase 293 00:18:13,280 --> 00:18:17,130 revenue, increase lead velocity, and for those contact center people 294 00:18:17,130 --> 00:18:20,920 out there, first call resolution, average handle time. Are those 295 00:18:20,920 --> 00:18:25,710 important KPIs? Are you focused on reducing the call interaction 296 00:18:25,710 --> 00:18:30,310 volume through automation, using bots or chats rather than calls? 297 00:18:31,030 --> 00:18:33,920 And do you have commitments to your customers, whether they're 298 00:18:33,920 --> 00:18:39,130 internal within your organization or to external customers, to meet 299 00:18:39,130 --> 00:18:44,070 service level agreements? So, let's take a look at the 300 00:18:44,120 --> 00:18:54,030 results. So, reducing call interaction volume. That's pretty interesting, that's 301 00:18:55,060 --> 00:18:58,900 very good. So, as Alan was describing, the increase of 302 00:18:59,270 --> 00:19:02,950 volume of interactions going up, being able to handle those 303 00:19:03,010 --> 00:19:12,860 using AI. And second, these KPI metrics or specific revenue 304 00:19:12,860 --> 00:19:17,300 and lead velocity metrics, they're pretty important as well. And 305 00:19:17,680 --> 00:19:21,990 reducing churn, increasing loyalty. And then finally, meeting your service 306 00:19:21,990 --> 00:19:30,070 level agreements. Great. All right, so as I mentioned, we're 307 00:19:30,070 --> 00:19:35,200 here to talk about a new strategic partnership between Genesys 308 00:19:35,200 --> 00:19:39,700 and Adobe, a very exciting partnership. We'll describe what that 309 00:19:39,700 --> 00:19:43,440 partnership is, talk about the integrations between our two platforms, 310 00:19:43,690 --> 00:19:46,720 and then we're going to give you a demonstration that actually shows you 311 00:19:47,030 --> 00:19:51,770 how we break down these silos between marketing, commerce, sales 312 00:19:51,770 --> 00:19:56,150 and service across the entire customer life cycle, customer journey, 313 00:19:56,660 --> 00:20:00,620 to utilize the data that exists, the behaviors that occur, 314 00:20:01,290 --> 00:20:05,040 so we can link the marketing profiles with contact history 315 00:20:05,480 --> 00:20:10,980 for real- time engagement. And the goal is to allow 316 00:20:10,980 --> 00:20:14,610 you to see and know more about your customers, personalize 317 00:20:14,610 --> 00:20:18,950 better, and engage smarter and faster to achieve some of 318 00:20:19,100 --> 00:20:24,460 those KPIs that we were just talking about. And another 319 00:20:24,470 --> 00:20:27,500 way to look at this is we're leveraging each other's 320 00:20:27,500 --> 00:20:33,250 strengths, Adobe and Genesys. Genesys is a contact center platform, 321 00:20:33,430 --> 00:20:38,530 customer experience platform, focused on real- time engagement. Most of 322 00:20:38,530 --> 00:20:41,850 the engagement is one- to- one between an agent or 323 00:20:41,850 --> 00:20:46,100 an employee and a customer, and a marketing or digital 324 00:20:46,100 --> 00:20:49,760 experience platform from Adobe, they're focused on communicating one- to- 325 00:20:49,760 --> 00:20:55,120 many, as marketeers do. And we want to leverage the 326 00:20:55,120 --> 00:20:58,020 data that exists in the contact center and all of 327 00:20:58,020 --> 00:21:00,160 the other connection points that we have in the contact 328 00:21:00,160 --> 00:21:05,840 center, with the data and marketing technology stack that exists 329 00:21:06,180 --> 00:21:10,920 in the sales and marketing part of the organization to 330 00:21:11,030 --> 00:21:16,960 develop this single unified view so we have better conversations, 331 00:21:17,150 --> 00:21:22,600 as Alan was describing, clearer journeys, and good experiences for 332 00:21:22,600 --> 00:21:25,970 the customer in context. So we're engaging at the right 333 00:21:25,970 --> 00:21:29,930 moments with the right information to make the employees smarter, 334 00:21:30,090 --> 00:21:34,060 the customers happier, and the outcomes better so that those 335 00:21:34,060 --> 00:21:39,520 customers are satisfied. So Alan was describing the trends that 336 00:21:39,800 --> 00:21:42,650 he's seen in the COVID world. Let's hear a little 337 00:21:42,650 --> 00:21:46,500 bit from Sridhar about the trends that Adobe is seeing. 338 00:21:49,980 --> 00:21:54,380 Sridhar? Thank you, Dan. And like Alan was pointing out, 339 00:21:54,530 --> 00:21:58,620 in this COVID and post- COVID era, with cashless payments 340 00:21:58,670 --> 00:22:05,430 or contactless experiences, one of the key motivators for customers and businesses, 341 00:22:06,370 --> 00:22:09,470 we find ourselves to be in a very fortunate position 342 00:22:09,510 --> 00:22:11,990 to be the nexus of many of these micro trends. 343 00:22:12,300 --> 00:22:14,010 I'm not going to go through all of them but I'll 344 00:22:14,010 --> 00:22:16,430 just pick a few of them which actually might resonate 345 00:22:16,430 --> 00:22:19,210 with you. The first one is, this is actually the 346 00:22:19,210 --> 00:22:22,740 golden age of design and creativity. So design is actually 347 00:22:22,820 --> 00:22:26,690 competitive advantage for businesses, large and small. How they present 348 00:22:26,690 --> 00:22:29,720 themselves, how they make things easier for customers to interact 349 00:22:29,720 --> 00:22:32,880 with, as well as how they use technology as a 350 00:22:32,880 --> 00:22:37,710 canvas for exploring new areas, whether it is voice, or 351 00:22:37,710 --> 00:22:41,870 VR, AR, or artificial intelligence, things like that. The second 352 00:22:41,870 --> 00:22:46,770 one is, technology is actually reshaping productivity. So documents continue 353 00:22:47,030 --> 00:22:49,750 to still be the core of how people work, so if we look 354 00:22:49,750 --> 00:22:53,510 at realtors, if we look at any major business, they are moving 355 00:22:54,490 --> 00:22:58,250 non- paper artifact whether it is using Adobe Sign or 356 00:22:58,250 --> 00:23:03,110 any other mechanism of creating via the web or email 357 00:23:03,210 --> 00:23:04,960 without having to actually having to pick up a paper and 358 00:23:04,960 --> 00:23:08,260 sign the paper. The third one is around how experiences 359 00:23:08,260 --> 00:23:12,270 matter more now than ever. The first one is customers will 360 00:23:12,270 --> 00:23:15,990 need to know and anticipate what their customers will want 361 00:23:15,990 --> 00:23:19,320 from them, and why they are contacting them in the first place. 362 00:23:19,660 --> 00:23:22,980 And second one is the data itself. The more data 363 00:23:23,060 --> 00:23:26,150 which they collect today becomes a mandate of how they're 364 00:23:26,150 --> 00:23:28,590 going to protect the data, as well as being transparent 365 00:23:28,710 --> 00:23:31,460 about how they are going to use this data. And 366 00:23:31,460 --> 00:23:39,310 all these trends are all by artificial intelligence and machine 367 00:23:39,310 --> 00:23:45,750 learning. They accelerate these trends. Speaking about Adobe, what Adobe 368 00:23:45,750 --> 00:23:50,730 does, Adobe was founded in 1982 and since then, from 369 00:23:50,730 --> 00:23:54,640 the beginning, setting the standard for digital experiences has been 370 00:23:54,640 --> 00:23:58,000 one of the prime goals or motivation factors for us. At Adobe, 371 00:23:59,240 --> 00:24:03,010 our mission is to change the world through digital experiences. So, 372 00:24:03,010 --> 00:24:05,290 from the moment you wake up in the morning until 373 00:24:05,290 --> 00:24:07,430 you go to bed at night are the media you 374 00:24:07,430 --> 00:24:11,070 consume, the content that you see on your mobile phone, 375 00:24:11,070 --> 00:24:14,730 or the websites you browse through, or the apps that you use, at some 376 00:24:14,730 --> 00:24:17,360 point they all actually have some sort of connectivity or 377 00:24:17,810 --> 00:24:21,520 touched by Adobe technology, whether it is the creations that you 378 00:24:21,520 --> 00:24:25,570 see done via Photoshop or Illustrator, or whether it is 379 00:24:25,570 --> 00:24:28,640 the pages that are delivered via the Experience Manager or 380 00:24:28,640 --> 00:24:32,360 the personal Adobe Target, there is always some sort of 381 00:24:32,470 --> 00:24:35,000 Adobe's presence in the gadgets that you use, as well 382 00:24:35,000 --> 00:24:40,870 as the content that we consume today. At its essence, Adobe 383 00:24:40,870 --> 00:24:45,050 gives everyone, from emerging artists to global grants, everything they 384 00:24:45,050 --> 00:24:50,080 need to design and deliver exceptional digital experiences. I would 385 00:24:50,080 --> 00:24:57,310 like to walk through how we see current technology landscape 386 00:24:57,430 --> 00:25:04,130 in this specific era. So, coming to strategy, right? So, 387 00:25:04,130 --> 00:25:07,820 originally Adobe was known as a company that deals with 388 00:25:07,910 --> 00:25:12,100 creating creative tools that will help creators, designers, whether it 389 00:25:12,100 --> 00:25:16,250 is creating a nice image in Photoshop or to create 390 00:25:16,250 --> 00:25:21,540 banners or content within Acrobat, or InDesign, or Dreamweaver. Over the 391 00:25:21,540 --> 00:25:25,520 last decade or so, we have been slowly merging both the creative 392 00:25:25,520 --> 00:25:28,490 business as well as the marketing business, so all the 393 00:25:28,490 --> 00:25:32,770 creative artifacts that are developed by these creator people will 394 00:25:32,770 --> 00:25:35,070 need to get into the consumer's hands. Whether it is 395 00:25:35,070 --> 00:25:37,890 via web or whether it is via print media. So 396 00:25:37,890 --> 00:25:41,820 we do all that, so within the marketing business, we 397 00:25:41,820 --> 00:25:45,730 have our Experience Manager for edge delivery, we have analytics 398 00:25:45,730 --> 00:25:49,460 to get insights of what is currently being viewed, what 399 00:25:49,460 --> 00:25:52,370 customers like, what they don't like, where they currently need. 400 00:25:53,020 --> 00:25:57,230 And then we also provide targeting campaigns and other via 401 00:25:57,230 --> 00:26:00,210 marketing cloud products. And then, like I said earlier, the 402 00:26:00,210 --> 00:26:03,660 move from paper to print, or paper to digital, that 403 00:26:03,660 --> 00:26:06,110 transformation has also been happening for quite some time now. 404 00:26:06,850 --> 00:26:09,880 We have Adobe Sign as well as we also have Acrobat, 405 00:26:10,770 --> 00:26:16,520 which in that aspect. Great, so we've heard a bit 406 00:26:16,520 --> 00:26:20,690 about Adobe strategy. Oops, let me back up here. Adobe 407 00:26:20,690 --> 00:26:25,550 strategy, and I'll highlight how Adobe strategy and the Genesys 408 00:26:25,550 --> 00:26:29,430 strategy are very complementary. We've been around a long time 409 00:26:29,430 --> 00:26:32,750 as well, 30 years, and we have many of the 410 00:26:32,750 --> 00:26:36,990 same customers. We are listing some very recognizable brands here 411 00:26:36,990 --> 00:26:39,980 and large companies, but I want to emphasize that we 412 00:26:39,980 --> 00:26:46,310 also have customers in the small, medium, large business category, 413 00:26:46,310 --> 00:26:51,790 not just enterprise customers. And many of these customers are 414 00:26:51,810 --> 00:26:55,340 very large, and they have many, many agents interacting with, 415 00:26:55,340 --> 00:26:59,850 and customers, which results in a great deal of data 416 00:27:00,010 --> 00:27:04,570 that is derived from the massive amount of interactions that 417 00:27:04,570 --> 00:27:09,020 are occurring on a daily basis. So, we are utilizing 418 00:27:09,080 --> 00:27:16,890 that data to become smarter and to optimize the customer 419 00:27:16,890 --> 00:27:25,610 experience. And leveraging the customer service tech stack, the agents, 420 00:27:25,830 --> 00:27:28,620 and users of the platform on the left side of 421 00:27:28,620 --> 00:27:33,360 the wall. And we're also leveraging now with the partnership 422 00:27:33,360 --> 00:27:39,270 by breaking down that wall to leverage the data and 423 00:27:39,270 --> 00:27:43,730 the insights that exist from the Adobe platform. So we'll 424 00:27:43,730 --> 00:27:48,320 know things like which campaigns appealed to a customer who 425 00:27:48,320 --> 00:27:52,150 might be calling in for support. And we can leverage 426 00:27:52,150 --> 00:27:57,560 that to eliminate a disjointed customer experience. Many times we 427 00:27:57,560 --> 00:28:05,510 think of receiving emails and information from businesses via one 428 00:28:06,270 --> 00:28:12,700 channel and one experience, but as a consumer, we shop, 429 00:28:12,840 --> 00:28:16,580 we buy, and we get customer care and we do 430 00:28:16,580 --> 00:28:20,190 that with the business. And we want to make sure 431 00:28:20,190 --> 00:28:27,560 that, as consumers, we have this very tightly integrated experience. 432 00:28:27,780 --> 00:28:32,080 And, as you highlighted in the survey question, one of 433 00:28:32,080 --> 00:28:36,530 your challenges to eliminate these disjointed experiences. And you also 434 00:28:36,530 --> 00:28:40,040 want to deliver what the customer needs. Products that they 435 00:28:40,040 --> 00:28:44,710 need, services that they need, to increase the value that 436 00:28:44,710 --> 00:28:49,660 you're receiving and delivering to those customers. And again, leveraging 437 00:28:49,660 --> 00:28:53,140 the data and the technology on both sides of that 438 00:28:53,140 --> 00:28:57,910 wall, we can fulfill the brand promise that's often made 439 00:28:57,910 --> 00:29:00,690 by the marketing side of the house but the customer 440 00:29:00,690 --> 00:29:03,770 care and the people that are engaging in real- time 441 00:29:04,280 --> 00:29:06,790 are often the people who have to deliver on that 442 00:29:07,170 --> 00:29:10,070 brand promise, to show the customer that we know them, 443 00:29:10,310 --> 00:29:13,650 to demonstrate that we value the information that they've shared. 444 00:29:13,880 --> 00:29:18,370 And we've been paying attention to these interactions so that 445 00:29:18,370 --> 00:29:22,240 we can know the best ways, the best moments, to 446 00:29:22,240 --> 00:29:25,920 engage. And this is really the essence of what we 447 00:29:25,920 --> 00:29:30,720 call experience as a service. There are many companies that 448 00:29:30,720 --> 00:29:34,560 we interact with, we categorize them here as the companies 449 00:29:34,560 --> 00:29:38,660 you swear at, right? Where you've been invited to their 450 00:29:38,660 --> 00:29:41,940 business and you call them and the first thing they 451 00:29:41,940 --> 00:29:44,240 do is ask you questions as if they don't know 452 00:29:44,240 --> 00:29:48,910 who you are. Who are you, and why are you calling? It's like inviting 453 00:29:48,910 --> 00:29:51,820 somebody over to your house for dinner, and you open 454 00:29:51,820 --> 00:29:54,760 the door and you say, " Who are you and why 455 00:29:54,760 --> 00:29:59,740 are you here?" So, being able to understand the invitations, 456 00:29:59,740 --> 00:30:02,870 the marketing campaigns, that are driving people to your business, 457 00:30:03,130 --> 00:30:06,110 either to your website or to your call center over 458 00:30:06,110 --> 00:30:10,020 the phone, we want to make sure that we are 459 00:30:10,320 --> 00:30:13,620 aware of the entire customer life cycle so that we 460 00:30:13,620 --> 00:30:18,810 can deliver these empathetic experiences, what we call experiences as 461 00:30:18,810 --> 00:30:25,610 a service. The essence of empathy is paying attention. Observing, 462 00:30:25,710 --> 00:30:31,730 listening and understanding, and then remembering in context. When somebody 463 00:30:31,840 --> 00:30:36,330 is engaging with your business, they don't necessarily follow a 464 00:30:36,380 --> 00:30:42,860 linear path from shopping, buying, et cetera. There is a 465 00:30:42,860 --> 00:30:46,770 lot of contextual changes. You may make a purchase and 466 00:30:46,770 --> 00:30:50,830 then you may have a support question. Or you may 467 00:30:50,830 --> 00:30:54,830 want to return a product. So being aware of what 468 00:30:54,830 --> 00:30:58,580 has happened across the entire customer life cycle is going 469 00:30:58,580 --> 00:31:02,780 to help you respond efficiently and in a way that 470 00:31:02,780 --> 00:31:06,500 shows the customer that you really value the information that 471 00:31:06,550 --> 00:31:10,160 they have shared with you. So Sridhar, maybe you could 472 00:31:10,160 --> 00:31:12,990 talk a little bit about the underlying technology and how 473 00:31:12,990 --> 00:31:18,260 we deliver this together. Sure, thank you. So, for the 474 00:31:18,260 --> 00:31:21,850 experience as a business, what we currently want to push here 475 00:31:22,110 --> 00:31:25,250 with this particular Genesys partnership is our Adobe Experience Cloud 476 00:31:25,250 --> 00:31:28,760 Solution that we are working to pair with Genesys. Adobe Experience 477 00:31:28,760 --> 00:31:33,570 Cloud is the industry's most comprehensive solution for marketing, advertising, 478 00:31:33,630 --> 00:31:38,290 analytics and commerce, serving both B to C or B 479 00:31:38,290 --> 00:31:43,070 to B customers. Experience Cloud allows you to deliver exceptional experiences 480 00:31:43,070 --> 00:31:47,660 from creation all the way through to monetization, acquisition, retention, 481 00:31:47,660 --> 00:31:52,330 and even renewal of existing services that the brands might 482 00:31:52,330 --> 00:31:55,130 want to give to their customers. And at the core 483 00:31:55,340 --> 00:31:58,430 of the Experience Cloud, we have the Experience platform, which 484 00:31:58,830 --> 00:32:03,530 is our new strategic initiative for integrating with the different 485 00:32:03,580 --> 00:32:08,270 clouds versus different services, wherein we are able to pull in 486 00:32:08,270 --> 00:32:11,690 data from different parties, whether it is a customer's online 487 00:32:11,690 --> 00:32:16,710 behavior via Adobe Analytics, or information that we collect via 488 00:32:16,710 --> 00:32:21,650 different DSPs or data providers and as well as campaigns 489 00:32:21,650 --> 00:32:25,160 that sends out emails to customers, and how a customer 490 00:32:25,170 --> 00:32:29,480 reacts to a particular targeted or personalized messages. All this 491 00:32:29,480 --> 00:32:32,380 data is now in the platform, and we use machine 492 00:32:32,380 --> 00:32:37,370 learning and artificial intelligence to uncover new insights and information 493 00:32:37,370 --> 00:32:43,590 that was not previously available. At the center of this 494 00:32:43,590 --> 00:32:48,210 platform, we have something called the real-time customer profile. So, 495 00:32:48,230 --> 00:32:51,330 when I go to a particular retail store, the store 496 00:32:51,330 --> 00:32:54,820 would know me as in and buying a particular device, 497 00:32:55,100 --> 00:32:59,950 or buying a particular product. As well as when I 498 00:32:59,950 --> 00:33:04,410 go online and search for similar for what I just 499 00:33:04,410 --> 00:33:07,670 bought, or even look up support information or any sort 500 00:33:07,670 --> 00:33:10,060 of issues that I want to get resolved, I'll be 501 00:33:10,060 --> 00:33:11,950 using my email address to sign in, or I may 502 00:33:11,950 --> 00:33:14,710 be using my Facebook or my social media handles to 503 00:33:14,710 --> 00:33:18,270 connect. And this profile information is very disparate, right? So 504 00:33:18,270 --> 00:33:21,210 the way I interact with the particular brand could happen 505 00:33:21,210 --> 00:33:24,130 differently. And again, this could be happening from a mobile 506 00:33:24,130 --> 00:33:27,120 device, or from a laptop, or even in- person or 507 00:33:27,120 --> 00:33:31,730 offline, which is happening. And when we put all these 508 00:33:31,730 --> 00:33:36,010 data into one particular environment, it becomes very hard for 509 00:33:36,560 --> 00:33:38,900 analysts as well as marketers to figure out what is 510 00:33:38,900 --> 00:33:42,260 exactly happening. Why is a particular sale happening in the 511 00:33:42,260 --> 00:33:45,420 way it is happening? Or why exactly a consumer is 512 00:33:45,420 --> 00:33:47,980 not too happy with the brand? So what we are 513 00:33:47,980 --> 00:33:49,760 doing here is we are bringing in all the data 514 00:33:49,760 --> 00:33:54,330 into the platform, along with things like the customer's interaction 515 00:33:54,350 --> 00:33:58,480 at the store level, the service that is complete online, as 516 00:33:58,480 --> 00:34:00,650 well as the point of sale, as well as a 517 00:34:00,650 --> 00:34:04,280 Genesys- provided customer experience data. That could be call center 518 00:34:04,280 --> 00:34:07,660 data, could be anything that Genesys gives to the platform. And 519 00:34:07,660 --> 00:34:10,880 all this data is stitched together, and it is available at 520 00:34:10,880 --> 00:34:14,730 the edge, meaning it is available for marketers, it's available 521 00:34:14,730 --> 00:34:17,940 for call center agents, could be available for service people, 522 00:34:18,280 --> 00:34:21,130 at the edge instantaneously. Again, we are talking about less 523 00:34:21,130 --> 00:34:25,400 than a few milliseconds here. And this enables them to 524 00:34:25,400 --> 00:34:28,590 quickly interact with the person with the latest knowledge about 525 00:34:28,650 --> 00:34:31,180 what they have gone through, or what is the right 526 00:34:31,180 --> 00:34:35,560 level of interaction that they would want to come back. Empathy as 527 00:34:35,560 --> 00:34:44,830 a service. Let's take a look at how this interaction 528 00:34:44,920 --> 00:34:50,630 would work. What would the experience feel like? So, we're showing 529 00:34:50,630 --> 00:34:56,710 here a customer arriving on a website or calling into 530 00:34:56,710 --> 00:35:02,480 the contact center. And when they do that, the integrations 531 00:35:02,480 --> 00:35:06,650 we have between our platform, the Genesys platform, and the Adobe platform, 532 00:35:07,020 --> 00:35:11,140 we're able to pull data out of the Experience Cloud 533 00:35:11,140 --> 00:35:17,650 platform, or the Adobe Experience platform, or Adobe Analytics, grab 534 00:35:17,650 --> 00:35:21,850 that information into the agent desktop in a consumable way 535 00:35:22,420 --> 00:35:26,460 to make the agent more knowledgeable about what brought the 536 00:35:26,460 --> 00:35:28,990 customer here, why are they calling us today? Why are 537 00:35:28,990 --> 00:35:33,270 they engaging? What were they doing before, during and after 538 00:35:33,270 --> 00:35:37,330 the interaction? And we can even pull product recommendations out 539 00:35:37,330 --> 00:35:41,740 so we have more relevant, contextual suggestions for the customer 540 00:35:42,000 --> 00:35:45,660 about products or services they may want to buy. And 541 00:35:45,660 --> 00:35:51,040 we can push and pull data during that interaction, and 542 00:35:51,040 --> 00:35:54,130 at the end of that interaction, to enrich the customer 543 00:35:54,130 --> 00:35:59,810 profile, to inform subsequent marketing campaigns about what the customer 544 00:35:59,810 --> 00:36:03,580 shared in that live conversation with an agent or support 545 00:36:03,580 --> 00:36:08,540 person so that at what stage that customer is in 546 00:36:08,540 --> 00:36:12,260 their buying decision. And that will inform what information to 547 00:36:12,260 --> 00:36:15,910 deliver to them to move them more efficiently, and in 548 00:36:16,040 --> 00:36:19,550 a better way, through the sales cycle, through the funnel. 549 00:36:20,240 --> 00:36:23,800 And we can also use these insights to trigger engagement 550 00:36:24,040 --> 00:36:28,040 more intelligently so you're engaging at the right moments with 551 00:36:28,040 --> 00:36:32,420 the right information to drive the best outcome. So this 552 00:36:32,940 --> 00:36:37,590 real- time exchange of data really helps to optimize the 553 00:36:37,590 --> 00:36:45,310 experience and give you this integrated picture of who that 554 00:36:45,310 --> 00:36:50,210 customer is. So, we're showing examples of customer experience data 555 00:36:50,210 --> 00:36:54,380 from the contact center, customer experience data from the various 556 00:36:55,140 --> 00:36:58,880 Adobe products that have been consolidated into the Adobe Experience 557 00:36:58,880 --> 00:37:04,560 platform to simplify and streamline the access to that data 558 00:37:04,830 --> 00:37:09,820 so that we can update the information in the moment 559 00:37:10,040 --> 00:37:15,980 and then use that during the conversation to impressionalize and 560 00:37:15,980 --> 00:37:20,120 optimize the experience for the customer. So, let me show 561 00:37:20,120 --> 00:37:27,020 you how this works by sharing my desktop. And I'm 562 00:37:27,170 --> 00:37:32,680 going to show you the solution, and I'm going to 563 00:37:32,800 --> 00:37:38,860 describe what the experience would look like with a customer 564 00:37:38,860 --> 00:37:43,980 either arriving on a website or dialing into the contact 565 00:37:43,980 --> 00:37:47,670 center. So, on the left we have a website, and 566 00:37:47,670 --> 00:37:50,530 the customer may have arrived on this website from a 567 00:37:50,530 --> 00:37:53,880 marketing campaign, or they may have just picked up the 568 00:37:53,880 --> 00:37:57,050 phone and called into the contact center. So on the 569 00:37:57,050 --> 00:38:00,150 right here, we're taking a peek under the hood of 570 00:38:00,150 --> 00:38:06,300 the Genesys platform and we're observing unknown visitors or callers, 571 00:38:06,520 --> 00:38:12,140 known visitors based upon their cookie, email, login, or recognized 572 00:38:12,140 --> 00:38:15,920 phone number. And we're connecting in the back end with 573 00:38:15,920 --> 00:38:19,300 the Adobe Experience platform and other Adobe products. So we've 574 00:38:19,300 --> 00:38:23,450 got the Genesys platform, the Adobe platform, and we're connecting 575 00:38:23,450 --> 00:38:27,160 these dots. And here we're going to view what the 576 00:38:27,160 --> 00:38:31,910 platform can see about this one unknown visitor. So, first 577 00:38:31,910 --> 00:38:34,820 I'm showing you the platform view. This is not the 578 00:38:34,820 --> 00:38:39,270 agent view. This is what the platform can see. And as this 579 00:38:39,270 --> 00:38:41,970 visitor on the left, who may have arrived from a 580 00:38:41,970 --> 00:38:46,120 marketing campaign, begins to navigate around on the site, you'll 581 00:38:46,120 --> 00:38:50,850 see that we're observing, analyzing their behavior in real- time. 582 00:38:51,140 --> 00:38:53,960 We don't know who this visitor is, they're unknown, but we 583 00:38:53,960 --> 00:38:58,420 have some demographic and technographic information that may inform us 584 00:38:58,630 --> 00:39:01,520 a bit more about how, when, and with whom to 585 00:39:01,520 --> 00:39:05,240 engage. And then we can see here, previous visits that 586 00:39:05,240 --> 00:39:07,500 may have occurred, even though this person is unknown. They 587 00:39:07,500 --> 00:39:12,230 may have, without sharing their identity, visited our site over 588 00:39:12,380 --> 00:39:16,940 the past several months. And if the customer, visitor, starts 589 00:39:16,940 --> 00:39:20,240 to do things like add items to their shopping cart, 590 00:39:21,460 --> 00:39:24,780 or they could be filling out an application, we're able 591 00:39:24,780 --> 00:39:28,620 to see that they've added items to their cart, what 592 00:39:28,620 --> 00:39:32,620 item, the dollar amount, the product category. We can track 593 00:39:32,750 --> 00:39:36,420 whether the cart value is increasing or decreasing, and we're 594 00:39:36,420 --> 00:39:41,570 making predictions about whether they're likely to make a purchase 595 00:39:41,820 --> 00:39:45,340 or fill out a lead form. These outcomes make sense 596 00:39:45,340 --> 00:39:49,560 for the G- Sol business. You would configure different outcomes. 597 00:39:49,740 --> 00:39:52,150 And once those outcomes are configured, we start to look 598 00:39:52,150 --> 00:39:55,540 at the attributes and behaviors of all those who achieve 599 00:39:55,920 --> 00:39:59,240 that outcome, and that's how we're making these predictions. So 600 00:39:59,240 --> 00:40:01,520 if this person decides they would like to log in 601 00:40:02,080 --> 00:40:05,980 and share a bit more information about themselves, maybe they've 602 00:40:05,980 --> 00:40:09,340 got stored payment information here and they'd like to log 603 00:40:09,340 --> 00:40:11,990 in so they can use that before proceeding to check 604 00:40:11,990 --> 00:40:15,900 out. Now you'll see a few things changing here. Now 605 00:40:15,900 --> 00:40:19,330 that we know who this person is, we can start 606 00:40:19,330 --> 00:40:24,330 to decide which communication options to present to the customer. 607 00:40:25,240 --> 00:40:29,950 So we've presented here a live assistance widget that shows 608 00:40:29,950 --> 00:40:33,240 me, on the left, that I can call or initiate 609 00:40:33,240 --> 00:40:38,240 a web chat. We've got some customer- initiated options. But 610 00:40:38,240 --> 00:40:41,870 if the customer proceeds here in their journey to begin 611 00:40:41,870 --> 00:40:46,310 to check out, they are wondering about this discount code. 612 00:40:46,750 --> 00:40:50,250 Maybe they search for the discount code, and they don't 613 00:40:50,250 --> 00:40:54,220 find what they're searching for. What is going to happen 614 00:40:54,220 --> 00:40:59,280 is we will proactively offer that visitor a very personalized 615 00:40:59,280 --> 00:41:04,510 tailored interaction. A chat interaction will appear that asks them, " 616 00:41:04,570 --> 00:41:08,370 Would you like a chat? You have a discount that 617 00:41:08,370 --> 00:41:11,730 applies." So again, we're leveraging the insights here, and we're 618 00:41:11,730 --> 00:41:14,120 not asking, " Hey, who are you? How can we help 619 00:41:14,120 --> 00:41:17,130 you?" We're suggesting that you may need help with your 620 00:41:17,130 --> 00:41:21,320 purchase. And when the customer accepts that interaction and starts 621 00:41:21,320 --> 00:41:25,820 to chat, we're first engaging with a chat bot. So 622 00:41:25,820 --> 00:41:29,900 the customer may ask questions about, " When can you ship?" 623 00:41:31,910 --> 00:41:35,630 And the chat bot may be able to answer this question. And 624 00:41:35,630 --> 00:41:38,370 he does. And then now, " Great, now I would like 625 00:41:38,370 --> 00:41:40,410 to talk to an agent, please, because I'd like to 626 00:41:40,410 --> 00:41:47,250 make a purchase." So when the visitor requests and agent, 627 00:41:47,490 --> 00:41:51,610 you'll see here an inbound alert notifying me that I 628 00:41:51,610 --> 00:41:56,220 have a incoming chat. So the first thing we'll see 629 00:41:56,220 --> 00:41:59,700 is, as an agent... Now before, I want to remind 630 00:41:59,700 --> 00:42:03,290 you we were just observing, analyzing, predicting all of the 631 00:42:03,290 --> 00:42:07,310 visitors and callers, whether they needed help based upon their 632 00:42:07,310 --> 00:42:10,090 behaviors and the data that we have from the Adobe 633 00:42:10,090 --> 00:42:13,750 platform combined with what we were seeing in the Genesys 634 00:42:13,750 --> 00:42:17,670 platform and what was happening on the website. But now, 635 00:42:17,670 --> 00:42:20,190 we're in an interaction and the agent, at a glance, 636 00:42:20,190 --> 00:42:24,520 can see what the bot conversation was before they were 637 00:42:24,520 --> 00:42:28,010 connected to the agent. We can see what outcomes the 638 00:42:28,010 --> 00:42:31,550 customer was likely to achieve or unlikely to achieve, what 639 00:42:31,550 --> 00:42:36,270 segments they may have matched. And we can even see 640 00:42:36,290 --> 00:42:39,670 this live behavior on the website. We can scroll down 641 00:42:39,670 --> 00:42:45,180 here and see what happened, say, six days ago. They 642 00:42:45,180 --> 00:42:47,730 placed a call. Who did they talk to? What was 643 00:42:47,730 --> 00:42:51,560 their outcome disposition? Maybe they placed an order and a 644 00:42:51,560 --> 00:42:54,950 product was shipped. So we have the ability to look 645 00:42:54,950 --> 00:42:59,970 more deeply into the customer experience across days, weeks, different 646 00:42:59,970 --> 00:43:04,550 channels, and we can observe here, in the moment, what 647 00:43:04,550 --> 00:43:08,050 the customer was searching for, what they may have in 648 00:43:08,050 --> 00:43:12,030 their shopping cart, what segments they may have matched. So 649 00:43:12,030 --> 00:43:15,890 now, I'm much more effective as an agent, much smarter, 650 00:43:15,890 --> 00:43:20,050 I can ideally be on the phone or in the 651 00:43:20,050 --> 00:43:22,120 chat in a shorter period of time. I can jump 652 00:43:22,120 --> 00:43:28,190 right to the canned responses that may be relevant to 653 00:43:28,190 --> 00:43:31,180 the customer. Probably searching for a discount code. I've got 654 00:43:31,180 --> 00:43:34,360 a discount code right here. I can pop that into 655 00:43:34,360 --> 00:43:37,410 the chat and share that with the customer. Guiding the 656 00:43:37,410 --> 00:43:40,750 customer back to their shopping cart so they can proceed 657 00:43:40,750 --> 00:43:45,580 to check out, enter that information, and achieve this outcome. 658 00:43:47,030 --> 00:43:50,140 And all this information is being updated as you see 659 00:43:50,140 --> 00:43:54,270 it in real- time and can be propagated into the 660 00:43:54,430 --> 00:43:59,700 various Adobe products, including the Adobe Experience platform so that 661 00:43:59,700 --> 00:44:04,450 we now know if a customer purchased during a chat, 662 00:44:04,640 --> 00:44:08,680 purchased over the phone, we can share that information and 663 00:44:08,680 --> 00:44:12,080 connect those dots so we have the real- time engagement 664 00:44:12,670 --> 00:44:17,000 interactions and we know how many chats or calls it 665 00:44:17,000 --> 00:44:20,870 took to help a customer achieve an outcome. That may 666 00:44:20,870 --> 00:44:26,100 inform future marketing campaigns so that we can tailor them, 667 00:44:26,320 --> 00:44:31,100 tailor the content that is guiding the customer to the 668 00:44:31,100 --> 00:44:34,620 right place so they are not calling when they can 669 00:44:34,620 --> 00:44:38,100 self- serve. They're not asking questions about information that may 670 00:44:38,100 --> 00:44:42,150 be available at their fingertips on the website. So it's 671 00:44:42,150 --> 00:44:46,850 a much more efficient way to engage, and it shows 672 00:44:46,850 --> 00:44:50,870 the customer that them, right? So we're able to take 673 00:44:50,870 --> 00:44:54,970 advantage of the data and information that's here, pulling together 674 00:44:55,210 --> 00:45:00,470 information from the Adobe platform in real- time to make 675 00:45:00,480 --> 00:45:04,990 the agents or reps smarter, the customers happier, and guide 676 00:45:04,990 --> 00:45:10,990 the customer to a better outcome. So, let's go back 677 00:45:11,070 --> 00:45:21,910 to our slides and let's review here what we've shown 678 00:45:21,910 --> 00:45:28,540 you. So, we've tied together the customer experience from marketing, 679 00:45:28,650 --> 00:45:31,960 sales and care. We leveraged all of the information that 680 00:45:31,960 --> 00:45:35,800 was there, we're much more knowledgeable about what campaigns may 681 00:45:35,800 --> 00:45:38,880 have brought the customer to the site, what things they 682 00:45:38,880 --> 00:45:42,180 were interested in, not interested in. So we could be 683 00:45:42,180 --> 00:45:45,020 much more effective at upselling and cross- selling at the 684 00:45:45,020 --> 00:45:49,240 end of that support call. We've all had these experiences 685 00:45:49,240 --> 00:45:52,740 where we call our cable or internet provider about a 686 00:45:52,740 --> 00:45:56,020 support issue, and at the end of the call they try 687 00:45:56,020 --> 00:45:59,100 to sell you something. The try to sell you the sports 688 00:45:59,100 --> 00:46:03,300 channel, or the movie channel, and you say to yourself, " 689 00:46:03,910 --> 00:46:06,930 No, I'm not interested in that. Why are you asking 690 00:46:06,930 --> 00:46:10,430 me this? You should know. Aren't you listening to me?" 691 00:46:10,830 --> 00:46:15,650 So, in this use of our integrated solutions, we're able 692 00:46:15,650 --> 00:46:18,580 to show that we are listening to the customer and 693 00:46:18,580 --> 00:46:22,100 we know what are their interests, and we can suggest 694 00:46:22,270 --> 00:46:25,830 products that they're more likely to buy, services that they're 695 00:46:25,830 --> 00:46:29,110 more likely to buy. And we can again propagate that 696 00:46:29,110 --> 00:46:34,240 information into the marketing platform for subsequent campaigns that are 697 00:46:34,240 --> 00:46:37,840 much more tailored to the interests of the customer. And it 698 00:46:37,900 --> 00:46:42,070 helps us fulfill that brand promise in showing the customers 699 00:46:42,070 --> 00:46:47,320 we value them, and we're delivering on our commitment to 700 00:46:48,410 --> 00:46:53,420 certain service levels. And we're using this information to predict 701 00:46:53,570 --> 00:46:56,880 how, when, and with whom to engage in all of 702 00:46:56,880 --> 00:47:01,330 the various channels the customer would like to use. So, 703 00:47:01,330 --> 00:47:04,330 in the digital world, if everything is just digital, things 704 00:47:04,330 --> 00:47:06,620 are easy. In the voice world, if everything is just 705 00:47:06,620 --> 00:47:10,350 voice, things are easy. But when you start communicating across 706 00:47:10,430 --> 00:47:15,010 channels, you need to blend that information in intelligent ways, 707 00:47:15,380 --> 00:47:20,270 utilize AI, and partner with vendors such as Adobe in 708 00:47:20,270 --> 00:47:26,470 strategic ways to really deliver this empathy as a service 709 00:47:26,470 --> 00:47:34,440 experience as service. So Josh, we have some time for 710 00:47:34,670 --> 00:47:38,310 Q& A, and Josh is going to moderate that. But 711 00:47:38,320 --> 00:47:40,520 we have some information here that you can take a 712 00:47:40,520 --> 00:47:45,560 look at as well. Thanks Dan. So we do have 713 00:47:45,560 --> 00:47:47,460 a few questions that have come in already. So, as 714 00:47:47,460 --> 00:47:50,570 a reminder to everybody in attendance today, to participate in 715 00:47:50,680 --> 00:47:52,640 our Q& A today just do me a favor and 716 00:47:52,640 --> 00:47:54,830 submit those questions in the Q& A window below the 717 00:47:54,830 --> 00:47:57,180 slides and we'll get through as many as we can 718 00:47:57,180 --> 00:48:01,080 with what little time we have remaining today. So first 719 00:48:01,080 --> 00:48:05,280 off, I'm going to ask this question. We'll start with 720 00:48:05,280 --> 00:48:10,190 you, Sridhar. So the question is, " How do you see 721 00:48:10,190 --> 00:48:14,300 this solution evolving next?" What is the road map, I 722 00:48:14,300 --> 00:48:18,710 suppose. Good. So the first thing we have done so 723 00:48:18,710 --> 00:48:21,950 far is to get the data from Genesys into the platform, 724 00:48:22,000 --> 00:48:25,930 and then expose the information that an agent would need 725 00:48:25,930 --> 00:48:31,080 on agent desktop via lookup services and lookup calls. Next 726 00:48:31,080 --> 00:48:33,660 in our line of work is to get this data 727 00:48:33,660 --> 00:48:36,680 and then provide some sort of analytical view back to 728 00:48:36,680 --> 00:48:41,300 Genesys. So information like how exactly the consumer, who was 729 00:48:41,300 --> 00:48:46,040 dealing with this call center agent, navigating from a page 730 00:48:46,040 --> 00:48:49,710 or from a site based on interaction. Or things like, 731 00:48:49,710 --> 00:48:59,460 what exactly is the redemption rate, and are there other products 732 00:48:59,460 --> 00:49:02,540 that he could recommend which could actually make sense as 733 00:49:02,830 --> 00:49:05,340 a subsequent discussion. Those will be the next part of 734 00:49:05,580 --> 00:49:11,650 the road map. Thank you very much. This next question 735 00:49:12,020 --> 00:49:15,760 is for you, Alan. The question is, " What can we expect 736 00:49:15,760 --> 00:49:19,870 in the way of change in a CX post- pandemic 737 00:49:19,870 --> 00:49:26,390 world?" I think the biggest thing that we can expect, and that's 738 00:49:26,390 --> 00:49:30,390 a great question, is that this digital transformation, this accelerated 739 00:49:30,390 --> 00:49:33,960 digital transformation that was forced by the pandemic, is going to 740 00:49:33,960 --> 00:49:37,760 increase. It's not going to go away. So when we look 741 00:49:37,760 --> 00:49:41,830 at the digitalization of business processes, brands, the cross- channel 742 00:49:41,830 --> 00:49:45,150 experiences, that's all going to become more critical, and the 743 00:49:45,150 --> 00:49:48,850 ability to move that data across those different channels to 744 00:49:48,850 --> 00:49:51,440 be able to give that integrated experience, which every customer 745 00:49:51,440 --> 00:49:56,830 wants, is going to be the big shift in 2021, 2022. 746 00:49:57,240 --> 00:50:00,170 So that's really what I'm looking forward to, is the 747 00:50:00,170 --> 00:50:07,300 new digital world that we'll see exposed coming out. Thank 748 00:50:07,300 --> 00:50:10,600 you very much. Dan, I'm actually going to direct this 749 00:50:10,970 --> 00:50:15,390 next question to you and Sridhar, actually. So, during your 750 00:50:15,390 --> 00:50:17,960 demo, you were showing all of the interactions that you 751 00:50:17,960 --> 00:50:19,820 were putting in from the web page and then receiving 752 00:50:19,820 --> 00:50:23,730 them on the back end. A attendee wants to know, " Is 753 00:50:23,730 --> 00:50:29,460 this using Adobe Analytics on the web page itself?" Yes. 754 00:50:29,460 --> 00:50:34,640 So, the new partnership that we've been discussing is about 755 00:50:34,640 --> 00:50:39,370 the Adobe Experience platform integration, but we also integrate with 756 00:50:39,670 --> 00:50:44,170 several other Adobe products, including Adobe Analytics. So we can 757 00:50:44,320 --> 00:50:47,640 send information to Adobe Analytics and we will be able 758 00:50:47,640 --> 00:50:50,810 to use the information that is in Adobe Analytics to 759 00:50:51,030 --> 00:50:56,460 further inform us about the identity, the sales stage, of 760 00:50:56,460 --> 00:51:02,840 that customer. We integrate with Adobe Tag Manager, Adobe Launch. 761 00:51:03,010 --> 00:51:09,130 We can also integrate with Adobe Experience Cloud, and we 762 00:51:09,130 --> 00:51:14,440 even have integrations through our, what we call data actions, 763 00:51:15,990 --> 00:51:19,200 with products such as Marketo. So there are a number 764 00:51:19,200 --> 00:51:24,440 of integrations that we have with Adobe products through this platform. 765 00:51:28,780 --> 00:51:32,230 Thank you very much. The next question is, " How do 766 00:51:32,230 --> 00:51:36,320 you carry context from web to voice without forcing customers 767 00:51:36,320 --> 00:51:41,770 to log in on the web?" There are a couple of different options, and we 768 00:51:41,770 --> 00:51:46,750 work together with Adobe to do this. So, we utilize 769 00:51:47,710 --> 00:51:52,160 the cookie, the phone number, and the email to do 770 00:51:52,160 --> 00:51:57,700 what we call identity stitching. Additionally, Adobe has something called 771 00:51:57,970 --> 00:52:02,260 an identity service. So, as you saw when we were 772 00:52:02,260 --> 00:52:06,020 doing the demonstration, we started with an unknown visitor. So 773 00:52:06,020 --> 00:52:10,700 there still are insights you can glean from observing, analyzing 774 00:52:10,790 --> 00:52:14,790 the behavior of people who are unknown. We can see 775 00:52:14,790 --> 00:52:16,320 what part of the world they're from if they're on 776 00:52:16,320 --> 00:52:19,590 the website, we can see what may have brought them 777 00:52:19,590 --> 00:52:24,380 to the digital property, we can observe what they're putting 778 00:52:24,380 --> 00:52:29,440 in their shopping cart or what form fill elements they're 779 00:52:29,480 --> 00:52:34,730 entering into an application online. And then once the customer 780 00:52:34,730 --> 00:52:38,090 starts to share some identity information, we can begin to 781 00:52:38,090 --> 00:52:40,610 connect those dots. We can say, " What do we know 782 00:52:40,610 --> 00:52:44,470 about them," in the marketing automation platform once they've shared 783 00:52:44,470 --> 00:52:49,170 their email, maybe after initiating a chat. We can then 784 00:52:49,250 --> 00:52:52,990 use that to see what other campaigns appeal to them. 785 00:52:53,980 --> 00:52:56,070 And then, if they do share a phone number, when 786 00:52:57,370 --> 00:53:00,810 that call comes in we can, in real- time, find 787 00:53:00,810 --> 00:53:03,060 out if the owner of that phone number is on 788 00:53:03,060 --> 00:53:07,840 our website right now, yesterday, last week, and again pull 789 00:53:07,840 --> 00:53:14,530 it all together. So, it is a solution we call 790 00:53:14,530 --> 00:53:19,450 progressively profiling. So we don't have to have the identity 791 00:53:19,450 --> 00:53:24,860 of all people known. This can evolve as a customer 792 00:53:24,860 --> 00:53:29,280 begins to share information by their behavior and by entering 793 00:53:29,320 --> 00:53:36,430 some information online. Sridhar, anything else to add to that? Yeah, I mean 794 00:53:36,740 --> 00:53:38,650 you got pretty much everything. One thing I want to 795 00:53:38,650 --> 00:53:42,840 add is what we are looking at in terms of reacting 796 00:53:42,890 --> 00:53:47,470 or responding to a particular customer. Predictive engagement, as well 797 00:53:47,470 --> 00:53:51,260 as how we want to include all the marketing that is 798 00:53:51,260 --> 00:53:54,970 being done so far, and how we can actually transition into 799 00:53:55,740 --> 00:53:58,530 an action, whether it is engaging with a call center 800 00:53:58,530 --> 00:54:01,580 agent or engaging with a brand via other means. So 801 00:54:01,580 --> 00:54:03,500 putting them all together, we just want to make sure 802 00:54:03,500 --> 00:54:12,320 we are conveying the right message at the right time. Thanks guys. So 803 00:54:12,320 --> 00:54:15,210 we have time for one more question, so I'm going 804 00:54:15,210 --> 00:54:18,280 to ask the last question and then I'll wrap up 805 00:54:18,300 --> 00:54:20,950 here today. So, the last question is, "Do you foresee any abrasion 806 00:54:20,950 --> 00:54:23,210 with members who do not want to interact with bots 807 00:54:23,550 --> 00:54:27,270 and proceed directly to a live person without giving a 808 00:54:27,270 --> 00:54:34,570 way upfront?" I think we can utilize our platform to, number 809 00:54:34,570 --> 00:54:39,210 one, learn about the attributes and behaviors of all those 810 00:54:39,210 --> 00:54:48,100 people who may dismiss the bot immediately. Maybe, over time, 811 00:54:48,100 --> 00:54:53,350 you might identify people who are from a certain geography 812 00:54:53,390 --> 00:54:59,170 or looking at certain areas of your website, and those 813 00:54:59,170 --> 00:55:03,620 people are much more likely to dismiss the bot and 814 00:55:03,620 --> 00:55:07,310 ask for agent, agent, agent. And then, in the future, you 815 00:55:07,310 --> 00:55:11,370 can start to put them into a segment for different 816 00:55:11,430 --> 00:55:15,020 personalized treatment. So, when we see people who share these 817 00:55:15,020 --> 00:55:19,470 attributes, connect them right to a live agent. And others 818 00:55:19,600 --> 00:55:23,340 may prefer to engage with bots, for example, and in 819 00:55:23,340 --> 00:55:27,170 those cases you may not want to, even though you 820 00:55:27,170 --> 00:55:29,860 would prefer as a business to connect them to a 821 00:55:29,860 --> 00:55:33,240 live agent, maybe you discover that the customer is more 822 00:55:33,240 --> 00:55:37,700 comfortable engaging first with a bot to see if they 823 00:55:37,700 --> 00:55:40,780 can get that information that they need much more quickly. 824 00:55:42,080 --> 00:55:45,880 Any other ideas there, Sridhar or Alan, you'd like to 825 00:55:45,880 --> 00:55:52,830 add to that? I, personally, have seen things whenever I 826 00:55:52,830 --> 00:55:56,920 need to get a, especially when businesses are having different 827 00:55:57,100 --> 00:56:00,420 mandates based on geographical locations, I would personally just would 828 00:56:00,420 --> 00:56:03,370 like to reach out and then get the information as 829 00:56:03,370 --> 00:56:07,790 quick as possible, so bots work in most cases. And 830 00:56:07,790 --> 00:56:12,680 again, what we're trying to do here is utilize the 831 00:56:12,950 --> 00:56:17,590 behaviors and attributes, the data that's available in our combined, 832 00:56:17,590 --> 00:56:23,730 collaborative platforms, to predict how, when, and with whom engage, 833 00:56:24,320 --> 00:56:30,180 so how to engage could be offering a callback, or 834 00:56:31,200 --> 00:56:36,390 a email, or again, suggesting a bot when you think 835 00:56:36,520 --> 00:56:40,000 that's the best approach. So the AI has the ability 836 00:56:40,000 --> 00:56:45,990 to discover and learn those customer preferences over time. Right. 837 00:56:45,990 --> 00:56:47,570 The only thing that I would add to that is 838 00:56:47,570 --> 00:56:52,290 that we call that the contextualization of the experience. And 839 00:56:52,290 --> 00:56:57,120 so, that could be anything from you're calling in from 840 00:56:57,120 --> 00:56:59,710 a mobile number so you don't want to necessarily go 841 00:56:59,710 --> 00:57:02,540 to a bot, to there's a back- end system that 842 00:57:02,540 --> 00:57:05,030 may have data, say it's you're calling in about a 843 00:57:05,030 --> 00:57:07,820 credit card breach and it already knows that your number's 844 00:57:07,820 --> 00:57:11,820 been breached so it immediately sends you to a live 845 00:57:11,820 --> 00:57:14,730 agent. So, there's some really interesting new technologies that are 846 00:57:14,730 --> 00:57:17,360 coming out out there, and the way Adobe and Genesys 847 00:57:17,360 --> 00:57:19,830 are putting this together, I think, is definitely near the 848 00:57:19,830 --> 00:57:26,660 forefront. All right guys, thank you very much. I think 849 00:57:26,660 --> 00:57:29,570 that's a good way to wrap it up. So, first 850 00:57:29,570 --> 00:57:32,250 I want to thank our speakers for answering those awesome questions. 851 00:57:32,720 --> 00:57:34,870 Unfortunately, there were a couple that we did not answer 852 00:57:34,870 --> 00:57:37,160 aloud, but don't fret. We're going to follow up with 853 00:57:37,160 --> 00:57:40,270 you via email within the next few business days. However, 854 00:57:40,270 --> 00:57:42,940 if you're looking for more of a prompt response, do 855 00:57:42,940 --> 00:57:45,860 me a favor and just email us at genesys. 856 00:57:46,170 --> 00:57:48,680 com, no caps or spaces, with the title of today's 857 00:57:48,680 --> 00:57:51,090 webcast in the subject line and we'll be sure to 858 00:57:51,090 --> 00:57:54,870 get back to you as promptly as we can. All 859 00:57:54,880 --> 00:57:56,940 right, so to wrap up, don't forget to take advantage 860 00:57:56,940 --> 00:58:00,290 of the additional resources within the resource list below the 861 00:58:00,290 --> 00:58:02,910 slides today. So, clicking on these will open up in 862 00:58:02,910 --> 00:58:04,790 a new tab, and make sure you do so before 863 00:58:04,790 --> 00:58:07,520 today's session ends. It'll give you additional information on the 864 00:58:07,520 --> 00:58:11,330 partnership between Adobe and Genesys. Also, as a friendly reminder, 865 00:58:11,330 --> 00:58:13,480 if you could please fill out that survey that's going to show up 866 00:58:13,480 --> 00:58:16,690 at the end of today's webcast, we'd greatly appreciate your 867 00:58:16,690 --> 00:58:20,980 feedback. And with that, on behalf of Alan, Sridhar, Dan 868 00:58:20,980 --> 00:58:23,500 and the entire Genesys team, we thank you again for 869 00:58:23,500 --> 00:58:27,170 joining today's webcast, " Connect the Dots with Genesys and Adobe." 870 00:58:27,490 --> 00:58:29,470 Until next time, have a good one everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Webinar Bytes 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjYyNiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxNjYwNyUyNm1vbWVudElkcyUzRDE2NjAyJTI2bW9tZW50SWRzJTNEMTY1OTUlMjZtb21lbnRJZHMlM0QxNjU5MCUyNm1vbWVudElkcyUzRDE2NTkzJTI2bW9tZW50SWRzJTNEMTY1OTElMjZtb21lbnRJZHMlM0QxNjYwNCUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Watch these webinar bytes as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,720 As we moved into 2020, the predictions then were an 2 00:00:05,720 --> 00:00:12,240 increased need for digital engagement and ways that we could 3 00:00:12,240 --> 00:00:17,500 integrate digital engagement with live agents because just more and 4 00:00:17,500 --> 00:00:23,840 more were looking for those digital channels. Virtual bots, virtual 5 00:00:23,840 --> 00:00:28,840 agents, whatever we call them, intelligent virtual assistants, other types 6 00:00:28,840 --> 00:00:33,760 of artificial intelligence and machine learning, we're primarily in the 7 00:00:33,760 --> 00:00:38,270 investigation and early adopter phase. So there's some people trying 8 00:00:38,270 --> 00:00:41,540 it for small use cases, but it's still very early 9 00:00:41,540 --> 00:00:46,650 stages. The move to the cloud was increasingly being considered 10 00:00:46,650 --> 00:00:51,260 to be inevitable, but for a lot of companies it 11 00:00:51,260 --> 00:00:54,840 was still allowing for a one to three- year planning 12 00:00:54,840 --> 00:00:59,890 cycle, there was no immediacy around it. If you think 13 00:00:59,890 --> 00:01:03,420 about it, just a year ago UCaaS as a service and Contact 14 00:01:03,420 --> 00:01:07,670 Center as a service were generally considered to be separate 15 00:01:07,670 --> 00:01:11,850 decisions. Sometimes those were being made together, but more often 16 00:01:11,860 --> 00:01:16,100 than not those were separate decisions. When companies thought about 17 00:01:16,620 --> 00:01:23,790 APIs and platform features for their contact centers, those were 18 00:01:23,790 --> 00:01:29,170 considered possibilities that might become relevant in the future and 19 00:01:29,170 --> 00:01:32,630 were worthy of investigation, but it wasn't a, " Oh my 20 00:01:32,630 --> 00:01:35,090 gosh, what does my vendor have there?" Kind of a 21 00:01:35,090 --> 00:01:42,460 thing yet. As we then flash forward to 2021, and 22 00:01:42,460 --> 00:01:47,700 not to that but to 2021, what happened? What happened 23 00:01:47,700 --> 00:01:52,980 during 2020 is that the things that we were worried 24 00:01:52,980 --> 00:01:56,190 about, the things we were thinking about, didn't change as 25 00:01:56,190 --> 00:02:01,180 much as the immediacy changed. It was the timing, the 26 00:02:01,250 --> 00:02:05,420 urgency, that changed. So the same things are in the 27 00:02:05,420 --> 00:02:09,650 word cloud, but suddenly there's an increased need for digital 28 00:02:09,650 --> 00:02:14,360 engagement methods that are unified with voice agent capabilities, because 29 00:02:14,420 --> 00:02:19,000 of everyone, every business having to move to eCommerce, because 30 00:02:19,000 --> 00:02:24,540 of shelter- in- place orders sent agents home, kept people 31 00:02:24,540 --> 00:02:29,600 home and as we're seeing now in 2021, continues to 32 00:02:29,600 --> 00:02:35,950 cycle as geographic areas, as municipalities and countries come in 33 00:02:35,950 --> 00:02:37,890 and out of lockdown states. Analyst Webinar 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"][webinarschedule]The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Join us on January 19, as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. On the agenda: Identify and prioritize the essential capabilities that drive a modern contact center Explore the forces driving the urgency for cloud Understand why major analysts are now only evaluating cloud contact center solutions Provide guidance on what to look for in a product roadmap Whether you’re actively shopping for a cloud contact center solution -- or simply staying on top of market trends, this session will be a great use of your time.[cutoff co_thick="2px"]1 00:00:08,930 --> 00:00:12,390 Good morning, evening and afternoon, everyone. This is Josh Reed 2 00:00:12,390 --> 00:00:14,760 from the Digital Events team here at Genesys, and let 3 00:00:14,760 --> 00:00:16,820 me start by saying welcome and thank you all for 4 00:00:16,820 --> 00:00:22,300 joining this 2021 Contact Center Buyers Guide Webinar. As I 5 00:00:22,300 --> 00:00:24,330 usually do, I want to take a few minutes here 6 00:00:24,330 --> 00:00:26,870 in the beginning to go over a few housekeeping items 7 00:00:26,870 --> 00:00:29,260 to ensure that you have the best experience viewing today's 8 00:00:29,260 --> 00:00:33,500 presentation. First off, if you do experience any problems or 9 00:00:33,950 --> 00:00:36,960 issues viewing or listening to today's presentation, do me a 10 00:00:36,960 --> 00:00:39,480 favor and refresh your browser and make sure that it 11 00:00:39,480 --> 00:00:42,410 is indeed up to date. It also might help to 12 00:00:42,410 --> 00:00:45,170 switch over to something like Chrome or Firefox as well, 13 00:00:45,310 --> 00:00:47,490 as these are the best browsers to support the webcast 14 00:00:47,490 --> 00:00:51,330 platform. Also note that if you're having trouble seeing any 15 00:00:51,330 --> 00:00:53,670 of the content on the slides, you do have the 16 00:00:53,670 --> 00:00:56,350 ability to enlarge that slide window by dragging any of 17 00:00:56,350 --> 00:00:58,520 the corners or hitting the full screen button to the 18 00:00:58,520 --> 00:01:03,740 top right. Also note that this webcast is designed to 19 00:01:03,740 --> 00:01:06,270 be an interactive experience between you and our presenters today, 20 00:01:06,550 --> 00:01:08,570 so at any time during the webcast you can submit 21 00:01:08,570 --> 00:01:12,090 your questions into the Q& A window below the slide, and 22 00:01:12,090 --> 00:01:13,680 we'll get to as many as we can during our 23 00:01:13,680 --> 00:01:16,420 live Q& A at the end of the presentation. However, 24 00:01:16,420 --> 00:01:18,620 sometimes time gets away from us and if that does 25 00:01:18,620 --> 00:01:21,180 happen and we don't answer your question aloud, we'll just 26 00:01:21,180 --> 00:01:23,410 follow up with you via email within the next few 27 00:01:23,410 --> 00:01:28,030 business days. Please note that this is indeed being recorded, 28 00:01:28,030 --> 00:01:29,580 so if you have to jump to another meeting or 29 00:01:29,580 --> 00:01:31,740 anything like that and you miss part of the presentation, 30 00:01:31,740 --> 00:01:33,780 that's okay, you're going to receive a link to the 31 00:01:33,780 --> 00:01:36,830 on- demand recording via email from ON24 within the next 32 00:01:36,830 --> 00:01:40,100 few business days. I'll also encourage you to feel free 33 00:01:40,100 --> 00:01:42,240 to go ahead and click that link in the resource 34 00:01:42,240 --> 00:01:45,630 box below the slides as well, next to the Q& A window and that'll 35 00:01:45,630 --> 00:01:47,520 open up in a new tab in your browser, and 36 00:01:47,520 --> 00:01:50,110 that's going to expand on today's topic on the context 37 00:01:50,110 --> 00:01:54,870 in our buyer's guide. Lastly, we welcome and appreciate your 38 00:01:54,870 --> 00:01:57,380 feedback, so you'll have the opportunity to fill out a short 39 00:01:57,380 --> 00:01:59,150 survey that's going to show up at the end of today's 40 00:01:59,150 --> 00:02:01,960 presentation. That survey can be found at the last icon 41 00:02:01,960 --> 00:02:04,590 below, but it's going to allow us to tailor these 42 00:02:04,590 --> 00:02:06,960 presentations to exactly what you want to hear in the 43 00:02:06,960 --> 00:02:13,350 future of Genesys webinars. Like I said, short and sweet. Today 44 00:02:13,350 --> 00:02:16,200 we have two excellent presenters excited to analyze the top 45 00:02:16,200 --> 00:02:19,960 trends predicted for 2021 and provide some practical advice on 46 00:02:19,960 --> 00:02:23,130 navigating these changes in the new year and beyond. I'm 47 00:02:23,130 --> 00:02:26,070 happy to introduce to you Sheila McGee- Smith, the founder 48 00:02:26,070 --> 00:02:29,040 and principal analyst to McGee Smith Analytics as well as 49 00:02:29,040 --> 00:02:31,930 Janelle Dieken, the senior vice president of content marketing here 50 00:02:31,930 --> 00:02:34,560 at Genesys. With that being said, I'm going to hand 51 00:02:34,560 --> 00:02:37,490 things over to Sheila to kick us off. Sheila, the 52 00:02:37,490 --> 00:02:41,920 floor is yours. Thank you, Josh, and nice to be 53 00:02:41,920 --> 00:02:45,280 working with you again, Janelle. Likewise. Happy new year, everyone. 54 00:02:46,460 --> 00:02:48,470 I may not be your first Genesys webinar, but it's 55 00:02:48,470 --> 00:02:51,810 my first Genesys webinar for 2021, so what the heck. 56 00:02:53,330 --> 00:02:58,070 Before we dive into 2021, I thought we'd step back 57 00:02:58,070 --> 00:03:03,410 just a little to 2020. As we moved into 2020, 58 00:03:03,920 --> 00:03:08,550 the predictions then were an increased need for digital engagement 59 00:03:11,690 --> 00:03:16,060 and ways that we could integrate digital engagement with live 60 00:03:16,060 --> 00:03:19,970 agents because just more and more were looking for those 61 00:03:20,460 --> 00:03:26,700 digital channels. Virtual bots, virtual agents, whatever we call them, 62 00:03:26,760 --> 00:03:32,040 intelligent virtual assistants, other types of artificial intelligence and machine 63 00:03:32,040 --> 00:03:37,910 learning, we're primarily in the investigation and early adopter phase. 64 00:03:37,910 --> 00:03:41,070 So there's some people trying it for small use cases, 65 00:03:41,180 --> 00:03:44,660 but it's still very early stages. The move to the 66 00:03:44,660 --> 00:03:50,150 cloud was increasingly being considered to be inevitable, but for 67 00:03:50,150 --> 00:03:53,760 a lot of companies it was still allowing for a 68 00:03:54,370 --> 00:03:58,270 one to three- year planning cycle, there was no immediacy 69 00:03:58,270 --> 00:04:02,320 around it. If you think about it, just a year ago UCaaS 70 00:04:03,130 --> 00:04:05,920 as a service and Contact Center as a service were 71 00:04:05,920 --> 00:04:11,290 generally considered to be separate decisions. Sometimes those were being 72 00:04:11,290 --> 00:04:13,870 made together, but more often than not those were separate 73 00:04:13,870 --> 00:04:22,060 decisions. When companies thought about APIs and platform features for 74 00:04:22,060 --> 00:04:27,790 their contact centers, those were considered possibilities that might become 75 00:04:27,790 --> 00:04:32,350 relevant in the future and were worthy of investigation, but 76 00:04:32,350 --> 00:04:34,890 it wasn't a, " Oh my gosh, what does my vendor 77 00:04:34,890 --> 00:04:39,720 have there?" Kind of a thing yet. As we then 78 00:04:39,720 --> 00:04:44,520 flash forward to 2021, and not to that but to 79 00:04:44,520 --> 00:04:52,910 2021, what happened? What happened during 2020 is that the 80 00:04:52,910 --> 00:04:55,150 things that we were worried about, the things we were 81 00:04:55,150 --> 00:05:00,560 thinking about, didn't change as much as the immediacy changed. 82 00:05:00,660 --> 00:05:04,870 It was the timing, the urgency, that changed. So the 83 00:05:04,870 --> 00:05:08,500 same things are in the word cloud, but suddenly there's 84 00:05:08,500 --> 00:05:12,750 an increased need for digital engagement methods that are unified 85 00:05:12,750 --> 00:05:17,950 with voice agent capabilities, because of everyone, every business having 86 00:05:17,950 --> 00:05:21,930 to move to eCommerce, because of shelter- in- place orders 87 00:05:22,050 --> 00:05:27,180 sent agents home, kept people home and as we're seeing 88 00:05:27,180 --> 00:05:34,040 now in 2021, continues to cycle as geographic areas, as 89 00:05:34,390 --> 00:05:38,920 municipalities and countries come in and out of lockdown states. 90 00:05:39,500 --> 00:05:43,540 So what was nice to have a year ago is 91 00:05:44,060 --> 00:05:47,890 the only way we can do business in 2021. The 92 00:05:47,890 --> 00:05:52,560 rise in remote agents also put our new focus on 93 00:05:52,560 --> 00:05:56,940 workforce engagement management because now, all the things that we 94 00:05:56,940 --> 00:05:59,530 used to be able to do with agents in place 95 00:05:59,880 --> 00:06:03,060 in the office, things like how we hire, how we 96 00:06:03,060 --> 00:06:07,490 support the agents, how we coach and train them, now 97 00:06:07,490 --> 00:06:10,220 we have to figure out how to do that remotely. 98 00:06:11,270 --> 00:06:13,920 A lot of times, some of those tools are embedded 99 00:06:13,920 --> 00:06:18,460 in workforce engagement management solutions that companies may have had 100 00:06:18,470 --> 00:06:20,850 in the solutions they have, may have had those options, 101 00:06:21,050 --> 00:06:23,820 but never really deployed them. A great example, I think, 102 00:06:23,820 --> 00:06:30,010 is gamification. The adoption rate of gamification coming into 2020 103 00:06:30,470 --> 00:06:34,520 was relatively low, and suddenly that was the kind of 104 00:06:34,520 --> 00:06:37,900 application that companies realized, " This is going to help me with 105 00:06:37,900 --> 00:06:40,570 my agents. This is going to help me with agent 106 00:06:40,690 --> 00:06:44,830 engagement, it can also help with coaching, there's a lot 107 00:06:44,830 --> 00:06:48,350 of different elements." So again, something that was important, it became 108 00:06:48,350 --> 00:06:56,080 more important. Virtual agents, bots, AI, were often fast tracked 109 00:06:56,170 --> 00:07:01,940 to handle what became unheard of interaction demand. I mean, 110 00:07:01,940 --> 00:07:05,070 I'm always drawn to the case that Janelle is going 111 00:07:05,070 --> 00:07:08,170 to talk about, one of these case studies later on in the 112 00:07:08,170 --> 00:07:14,270 hour, of millions of people going on unemployment and hitting 113 00:07:14,620 --> 00:07:19,760 unemployment contact centers that were simply unprepared and unable to 114 00:07:19,760 --> 00:07:22,930 handle the sheer volume. And just the quickness with which 115 00:07:22,930 --> 00:07:30,020 companies and governments installed chat bots and voice bots to 116 00:07:30,020 --> 00:07:32,400 be able to answer those interactions, which is something that 117 00:07:32,400 --> 00:07:35,470 happened much more quickly than anybody would've thought a year 118 00:07:35,470 --> 00:07:41,230 earlier. Then, with respect to platform and APIs, I think 119 00:07:41,230 --> 00:07:47,130 the ability to quickly redesign and customize customer experience became, 120 00:07:47,130 --> 00:07:51,960 again, more of a necessity because what platform and API 121 00:07:52,020 --> 00:07:56,050 allows you to do, is to drive down into the 122 00:07:56,050 --> 00:07:59,650 business operation, the ability to make the kind of changes 123 00:07:59,820 --> 00:08:04,470 that might be required by rapidly changing conditions. And with 124 00:08:04,940 --> 00:08:08,380 what's going on, conditions are changing all the time. Great 125 00:08:08,380 --> 00:08:13,150 example, my in- laws live in South Carolina, they opened 126 00:08:13,150 --> 00:08:16,280 up the ability to sign up for vaccines last week, 127 00:08:16,550 --> 00:08:20,950 they're both well into their 90s and they both signed 128 00:08:20,950 --> 00:08:25,550 up, all good. Lot of remote help by their daughter- 129 00:08:25,550 --> 00:08:28,880 in- law, but they signed up. And then, this morning 130 00:08:28,880 --> 00:08:31,920 get a call to say, " We no longer have a 131 00:08:32,210 --> 00:08:35,960 supply of vaccines so we're going to have to reschedule." So 132 00:08:35,960 --> 00:08:39,980 things that even were taking one interaction, the email interaction 133 00:08:40,030 --> 00:08:43,410 setup, now there's phone calls that have to happen because 134 00:08:43,740 --> 00:08:47,770 supplies aren't in, so just the requirement to be able 135 00:08:47,770 --> 00:08:51,260 to change things quickly and driving that down to the 136 00:08:51,260 --> 00:08:54,940 contact center and not requiring IT, again, much more of 137 00:08:54,940 --> 00:08:58,020 a need today than we saw even a year ago. 138 00:09:00,370 --> 00:09:02,820 So we're going to go to our first poll, Janelle, and we're 139 00:09:02,820 --> 00:09:05,420 going to ask all of you, this is the first 140 00:09:05,640 --> 00:09:08,290 of three polls that we're going to do. We're going 141 00:09:08,290 --> 00:09:13,210 to ask, " What is your strategy for using cloud technology 142 00:09:13,210 --> 00:09:18,700 to support customer experience?" Are using Contact Center as a 143 00:09:18,710 --> 00:09:24,710 Service? Do you have a private cloud? Are you today 144 00:09:24,760 --> 00:09:31,690 combining clouds application with on- premises or hosted solutions? Are 145 00:09:31,690 --> 00:09:35,140 you on- premises, and there's certainly a lot of companies 146 00:09:35,140 --> 00:09:39,420 whose contact centers remain on- premises, or are you in 147 00:09:39,420 --> 00:09:44,850 an evaluation stage? We're hoping we caught all the choices 148 00:09:44,850 --> 00:09:49,960 there, we will work on the choices because that was part of this. So 149 00:09:49,960 --> 00:09:52,860 I'm going to ask you, Janelle, what do you think 150 00:09:52,860 --> 00:09:57,010 is going to come in as number one? Well, I think 151 00:09:57,010 --> 00:09:59,790 it depends on who our audience is today. I think 152 00:09:59,790 --> 00:10:03,310 if it's a lot of small, mid- size companies, we'll 153 00:10:03,310 --> 00:10:06,480 see a vast majority on the first. But larger enterprise, 154 00:10:06,480 --> 00:10:09,350 here at Genesys, we're seeing a bit of mixed bag 155 00:10:09,600 --> 00:10:13,870 with multi cloud options that provide that flexibility of cloud 156 00:10:13,870 --> 00:10:18,940 with that range of control that companies are still comfortable 157 00:10:18,940 --> 00:10:21,760 with. I think there could be more options if you break out 158 00:10:22,000 --> 00:10:26,810 what's customer operated, we see some going system- integrated operated 159 00:10:26,810 --> 00:10:32,370 but customer owned and managed, so it'll be interesting. I 160 00:10:32,370 --> 00:10:34,870 think we'll see a mixed bag but I'm placing my 161 00:10:34,870 --> 00:10:39,350 bets majority on A, what do you think, Sheila? Its 162 00:10:39,350 --> 00:10:43,620 interesting when I think about some of my analyst colleagues 163 00:10:43,680 --> 00:10:46,530 and the reports that are written about the contact center 164 00:10:46,530 --> 00:10:49,990 market. One of the leading analyst firms has decided that 165 00:10:49,990 --> 00:10:52,580 Contact Center as a Service is the only thing we need 166 00:10:52,580 --> 00:10:56,630 to look at, that's all there is. I think what 167 00:10:56,630 --> 00:10:59,640 we're going to find here, is that the whole world 168 00:10:59,640 --> 00:11:02,290 doesn't think the same way as they do, that there 169 00:11:02,530 --> 00:11:07,090 are people who are on lots of different types of 170 00:11:07,090 --> 00:11:11,900 systems. Where that might be an end goal, Contact Center as 171 00:11:11,900 --> 00:11:15,160 a Service, that end goal could be 10 years away 172 00:11:15,250 --> 00:11:18,370 for a lot of businesses. Let's see what our audience 173 00:11:18,370 --> 00:11:24,060 has to say, drum roll. Look at that! You win 174 00:11:24,060 --> 00:11:30,960 there, 45% are on Contact Center as a Service- Yeah, the 175 00:11:30,960 --> 00:11:34,700 majority, it's interesting to see hybrid. We see that, too, 176 00:11:34,700 --> 00:11:38,660 as a stepping stone along the way, to grab that 177 00:11:38,660 --> 00:11:43,550 innovation while still leveraging existing investments, so that's interesting to 178 00:11:43,550 --> 00:11:46,400 see and quite a few on the phone still evaluating 179 00:11:46,400 --> 00:11:50,560 so hopefully they can capture some of the lessons from 180 00:11:50,560 --> 00:11:54,830 the case studies ahead, too. Yeah. I guess I'm even 181 00:11:54,830 --> 00:11:59,900 a little surprised that they're still evaluating, that it's that high, 182 00:11:59,900 --> 00:12:03,500 it's actually our number two response. But like you, not 183 00:12:03,620 --> 00:12:08,560 surprised with hybrid, on- premise is so low. Yeah. So 184 00:12:08,560 --> 00:12:13,330 even though we know that about 75% of agents, as 185 00:12:13,330 --> 00:12:17,190 we enter 2021, are still served by a premises- based 186 00:12:17,190 --> 00:12:22,600 contact center, just by the numbers, most of those companies 187 00:12:22,600 --> 00:12:26,370 are looking at options. They're either evaluating or they've done 188 00:12:26,370 --> 00:12:30,140 some hybrid, and hybrid can really broad, right? It could mean 189 00:12:30,140 --> 00:12:33,000 I have Contact Center as a Service for contact center, 190 00:12:33,400 --> 00:12:37,300 but I'm still doing premises for workforce management, so hybrid 191 00:12:37,300 --> 00:12:40,260 is going to be a very common choice, as we see. So good 192 00:12:40,260 --> 00:12:42,960 data, that's why we like to ask the audience, excellent. 193 00:12:43,240 --> 00:12:48,760 Thank you, audience. So, moving on. So, one of the things that we talked about 194 00:12:49,510 --> 00:12:51,860 that was present in 2020, which was the need for 195 00:12:51,860 --> 00:12:57,840 digital engagement, and persists even more strongly in 2021 is 196 00:12:57,840 --> 00:13:02,670 this notion of digital and digital- first and digital- everything, 197 00:13:03,070 --> 00:13:08,830 but I'm going to start with the retail apocalypse. We 198 00:13:08,830 --> 00:13:14,330 saw so many retailers go out of business in 2020, 199 00:13:14,650 --> 00:13:18,700 but in reality the demise of retail started 10 years 200 00:13:18,700 --> 00:13:22,300 ago. You can almost tie it a little bit to 201 00:13:22,550 --> 00:13:26,770 the birth of eCommerce in that period. So the store 202 00:13:26,770 --> 00:13:31,780 closings started back in 2010 in Toys R Us and 203 00:13:32,120 --> 00:13:35,570 companies like that. Part of it was a shift in 204 00:13:35,570 --> 00:13:42,860 consumer habits; experience spending versus buying things, and you're nodding, 205 00:13:42,870 --> 00:13:45,710 Janelle, and I know it impacted the way I lived 206 00:13:45,710 --> 00:13:49,040 my life in that decade, right? My husband and I 207 00:13:49,040 --> 00:13:53,150 were much more likely to go and take a great 208 00:13:53,150 --> 00:13:58,280 trip than we were to buy another television. Let's go 209 00:13:58,280 --> 00:14:00,640 see Costa Rica while it's still there and we're young 210 00:14:00,640 --> 00:14:04,020 enough to still do it, that kind of thing. Casual 211 00:14:04,020 --> 00:14:09,390 fashion due to relaxed dress codes. I came into the 212 00:14:09,390 --> 00:14:12,090 business world in the 80s when it was suits and ties 213 00:14:12,090 --> 00:14:17,430 for men and women and pumps every day. That changed, 214 00:14:17,520 --> 00:14:21,070 so we didn't have that need to have multiple wardrobes 215 00:14:21,140 --> 00:14:23,400 that we had in the past. And there was, as 216 00:14:23,400 --> 00:14:28,400 I said, that rise of eCommerce, but goodness gracious, it 217 00:14:28,400 --> 00:14:34,180 was certainly amplified during 2020. These are 29 retailers who 218 00:14:34,180 --> 00:14:38,650 filed for bankruptcy in 2020. Some of these may survive, 219 00:14:39,520 --> 00:14:42,160 I fear many of them will not, that we'll never 220 00:14:42,160 --> 00:14:46,210 see them come back again. So you see something like 221 00:14:46,210 --> 00:14:48,830 this and you look at that list and say, " Lord& 222 00:14:49,040 --> 00:14:53,300 Taylor, that's a place I used to go. Neiman Marcus, 223 00:14:53,790 --> 00:14:56,970 they had my size shoes." I used to get them, 224 00:14:58,140 --> 00:15:01,010 so what do I do? Well, I go online but 225 00:15:01,010 --> 00:15:05,780 I need better digital support. I need better digital contact 226 00:15:05,780 --> 00:15:08,350 center support than I needed before when I could just 227 00:15:08,350 --> 00:15:14,280 go back to a store and return something. Looking at 228 00:15:14,280 --> 00:15:17,520 the retail apocalypse and saying it didn't just start in 229 00:15:17,530 --> 00:15:21,310 2020, you can think about, or I thought about it 230 00:15:21,310 --> 00:15:25,110 as, was it a little bit self- created? Think about 231 00:15:25,160 --> 00:15:27,910 when you did go to a mall or a department 232 00:15:27,910 --> 00:15:31,030 store in the last 10 years. There was a sense 233 00:15:31,780 --> 00:15:35,740 that those retailers were more retail centric, more about themselves, 234 00:15:36,080 --> 00:15:40,860 that we had to conform to their behavior. Best example 235 00:15:40,860 --> 00:15:45,650 for me is trying to find a cashier, sometimes it 236 00:15:45,650 --> 00:15:48,680 was the most frustrating thing to do, " I have this 237 00:15:48,680 --> 00:15:50,290 thing, I want to buy it, I want to give 238 00:15:50,290 --> 00:15:53,270 you money, where is that person I can give money 239 00:15:53,270 --> 00:15:57,550 to?" And you couldn't find them. The customer came second, 240 00:15:57,620 --> 00:16:00,620 the way they ran their operation came first and what 241 00:16:00,620 --> 00:16:04,400 we all learned as consumers is eCommerce is very consumer 242 00:16:04,400 --> 00:16:09,850 centric. Online, we're in control so that shift was happening 243 00:16:09,850 --> 00:16:17,160 not just because of COVID, but because retailers weren't taking 244 00:16:17,160 --> 00:16:19,390 care of their customers the same way. So it's a 245 00:16:19,390 --> 00:16:25,320 digital transformation shift as well. But I think, just as 246 00:16:25,320 --> 00:16:27,430 we find in the contact center, that the combination of 247 00:16:27,430 --> 00:16:32,730 digital engagement and live agents is the best combination. Hopefully 248 00:16:32,730 --> 00:16:35,750 we'll come to a nice balance, once COVID is over, 249 00:16:36,140 --> 00:16:40,140 of having stores to go do things with and having 250 00:16:40,140 --> 00:16:43,230 eCommerce for the times when that's the most expedient way 251 00:16:43,230 --> 00:16:46,010 to do things, and tie things together like we try 252 00:16:46,010 --> 00:16:51,410 and do in the contact center. It's not just retail, 253 00:16:51,520 --> 00:16:57,080 obviously, that has moved toward a more digital transformation and 254 00:16:57,080 --> 00:17:03,000 moved more quickly because of COVID. This is the mayor 255 00:17:03,050 --> 00:17:08,480 of Los Angeles speaking on television in August of 2020, 256 00:17:09,130 --> 00:17:18,010 and his comments are, in order to survive, governments, too, 257 00:17:18,010 --> 00:17:22,610 have to become more digital, that city services should be 258 00:17:22,610 --> 00:17:26,720 just as smooth and easy, and as efficient as everything 259 00:17:26,720 --> 00:17:30,900 you can do online. Now, COVID forced that because government 260 00:17:30,900 --> 00:17:33,760 offices had to close, but it's a little bit like 261 00:17:33,760 --> 00:17:39,310 that retail story where perhaps government was behind the curve 262 00:17:39,310 --> 00:17:41,760 in terms of where they should've been with digital transformation, 263 00:17:42,750 --> 00:17:45,850 but COVID certainly brought it to the fore in 2020. 264 00:17:47,790 --> 00:17:51,750 And then telehealth, just another example of a business that, 265 00:17:52,360 --> 00:17:56,030 the technology was there, the capabilities were there and yet, 266 00:17:56,590 --> 00:17:59,570 as a consumer I felt like the availability wasn't there. 267 00:18:00,400 --> 00:18:03,560 My general practitioner did not make it easy for me 268 00:18:03,560 --> 00:18:07,210 to do a telehealth visit a year ago, today I 269 00:18:07,210 --> 00:18:12,600 can and it's good for both of us. COVID- 19 270 00:18:12,600 --> 00:18:17,160 just catapulted telehealth forward by decades, in a few months. 271 00:18:17,520 --> 00:18:21,680 Teladoc, which is a global leader in virtual care, predicted 272 00:18:21,680 --> 00:18:26,670 that 2020 revenue would be twice that of 2019, driven 273 00:18:26,670 --> 00:18:30,210 by the demand for these virtual care solutions and there 274 00:18:30,210 --> 00:18:36,000 are already signs that future telehealth will persist, that even 275 00:18:36,000 --> 00:18:41,610 after this crisis is over, Teladoc is expecting 30 to 276 00:18:41,610 --> 00:18:45,890 40% growth for the next four years. Doesn't surprise me 277 00:18:45,890 --> 00:18:48,550 because once you've done it, boy, is it easier than 278 00:18:48,550 --> 00:18:50,650 getting in your car and driving 20 minutes, if you're 279 00:18:50,650 --> 00:18:54,680 lucky enough to be 20 minutes away and it didn't snow 20 inches overnight. 280 00:18:57,870 --> 00:18:59,300 I'm going to turn it over to you, Janelle, to 281 00:18:59,300 --> 00:19:02,130 talk about a great Genesys customer in the telehealth area. 282 00:19:03,330 --> 00:19:05,770 Certainly, but maybe even before I do that, when you 283 00:19:05,770 --> 00:19:09,710 were talking about the retail apocalypse, it actually reminded me 284 00:19:09,710 --> 00:19:14,350 of one of our marquee retail customers, TechStyle Fashion Group. 285 00:19:14,350 --> 00:19:17,510 If you're not familiar with TechStyle, the most common brand 286 00:19:17,510 --> 00:19:20,670 I know of is Fabletics but they offer about five 287 00:19:20,670 --> 00:19:25,880 brands that are celebrity marketed, active wear and footwear through 288 00:19:25,880 --> 00:19:28,920 the rise of subscription services that's going on with retail, 289 00:19:28,920 --> 00:19:33,300 too. So you can imagine their exceptional growth last year, 290 00:19:33,560 --> 00:19:36,990 all fueled by being ahead of the game on that 291 00:19:37,040 --> 00:19:41,770 omnichannel and real eCommerce and really going that method from 292 00:19:41,770 --> 00:19:46,430 the get- go with their business model. But onto telehealth, 293 00:19:46,430 --> 00:19:50,540 there's no question that the healthcare industry is changing out 294 00:19:50,540 --> 00:19:54,380 there. We meet with healthcare companies around the globe and 295 00:19:54,380 --> 00:19:59,060 we're seeing that digital transformation with that cloud agility is 296 00:19:59,060 --> 00:20:02,830 absolutely a business imperative. That couldn't have been more true 297 00:20:02,850 --> 00:20:07,430 for Company Nurse, both before and after the pandemic hit. 298 00:20:07,940 --> 00:20:11,010 If you're not familiar with Company Nurse, they offer nurse 299 00:20:11,010 --> 00:20:15,810 triaging for accidents in the workplace and if we back 300 00:20:15,810 --> 00:20:20,370 up prior to them moving forward with Genesys Cloud, they 301 00:20:20,370 --> 00:20:24,940 were on legacy on- premises solution, voice only. They were 302 00:20:24,950 --> 00:20:28,220 having problems because it couldn't scale the way they wanted, 303 00:20:28,430 --> 00:20:32,140 wouldn't provide the results that they need, expensive to maintain. 304 00:20:33,200 --> 00:20:36,060 They couldn't integrate it with any sort of digital channels 305 00:20:36,060 --> 00:20:39,030 and it was really preventing them, too, from staying up 306 00:20:39,030 --> 00:20:42,010 to speed with that realtime visibility that they needed in 307 00:20:42,010 --> 00:20:45,570 the moment. If you were to go back in time 308 00:20:45,570 --> 00:20:49,370 and take a peek at the essential capabilities that they 309 00:20:49,370 --> 00:20:53,530 were looking for in their buyer guide, think of easy 310 00:20:53,970 --> 00:20:59,750 digital platform to support multichannel, integrated workforce engagement across those 311 00:20:59,750 --> 00:21:04,300 channels, as well as integration from that platform perspective, like 312 00:21:04,340 --> 00:21:07,710 Sheila, you talked about earlier, with their existing systems as 313 00:21:07,710 --> 00:21:10,730 well as the ability to adapt to new applications easily, 314 00:21:11,080 --> 00:21:13,840 and they got that with cloud. As you can see 315 00:21:13,840 --> 00:21:17,680 from the CTO quote over there to the right, their 316 00:21:17,680 --> 00:21:20,840 contact center, they really saw as mission critical to their 317 00:21:20,840 --> 00:21:25,020 business, 70% of it being revenue generating, so they needed 318 00:21:25,020 --> 00:21:28,020 a solution that they could also switch to in a 319 00:21:28,020 --> 00:21:30,550 matter of weeks or less, which they did. So that 320 00:21:30,550 --> 00:21:34,070 agility to be able to migrate simply with expertise was 321 00:21:34,070 --> 00:21:38,370 also really important to them as an essential capability. You 322 00:21:38,370 --> 00:21:42,650 can see the results listed there, tremendous results that equated 323 00:21:42,650 --> 00:21:47,690 to lower total cost of ownership, improved employee productivity, but 324 00:21:47,690 --> 00:21:50,490 that's actually not my favorite part of this story. My 325 00:21:50,490 --> 00:21:52,760 favorite part of this story, if you were to Google 326 00:21:52,760 --> 00:21:57,380 after this, take a moment, Company Nurse, it's our Genesys 327 00:21:57,600 --> 00:22:02,760 podcast. We had a guest, the CTO, Henry, who talks 328 00:22:02,760 --> 00:22:07,470 about their pivotal decision back in February, March last year, 329 00:22:07,510 --> 00:22:11,770 early days of COVID-19, where they had to shift their 330 00:22:11,770 --> 00:22:15,180 entire business model. You can imagine nurse triaging in the 331 00:22:15,180 --> 00:22:20,110 workplace, companies shifting to work from home, nurse triage isn't 332 00:22:20,110 --> 00:22:23,580 needed as much, right? So they went to their customers 333 00:22:23,580 --> 00:22:26,530 and they asked what they needed instead, and within a 334 00:22:26,530 --> 00:22:31,330 month from idea, they had an MVP ready that they 335 00:22:31,330 --> 00:22:35,570 were the first out there to offer a COVID digital 336 00:22:35,570 --> 00:22:39,060 screening app, and in that month they integrated it to 337 00:22:39,060 --> 00:22:42,690 their digital, their voice, their SMS, their callback channels with 338 00:22:42,690 --> 00:22:45,750 Genesys Cloud, to not only grow their business to record- 339 00:22:45,750 --> 00:22:49,990 breaking results during this time, but perhaps more importantly, meeting 340 00:22:49,990 --> 00:22:53,360 their customers' needs without having to do mass layoffs in 341 00:22:53,360 --> 00:22:56,630 their employee base that others were facing in the health 342 00:22:56,630 --> 00:23:01,010 space. So tremendous story both pre- pandemic as well as 343 00:23:01,010 --> 00:23:04,490 post- pandemic that I think really speaks to the power 344 00:23:04,490 --> 00:23:19,260 of digital transformation with cloud agility there. Hey, Sheila. I 345 00:23:19,260 --> 00:23:29,080 think you're muted. I always do that to be polite 346 00:23:29,080 --> 00:23:31,960 to the speaker before me, and then I'm not polite 347 00:23:31,960 --> 00:23:34,580 when I start talking and nobody can hear me, but 348 00:23:34,580 --> 00:23:38,070 life goes on so thank you, Josh, for letting me 349 00:23:38,070 --> 00:23:43,640 know. So when you have digital engagement and you're introducing 350 00:23:43,640 --> 00:23:47,480 it into your contact center, part of that story is 351 00:23:47,730 --> 00:23:54,820 also building on the channel agents, because omnichannel agents are who 352 00:23:54,820 --> 00:23:58,850 you need to do all of this fantastic work of 353 00:23:58,850 --> 00:24:01,760 integrating all of these channels and doing all of this. 354 00:24:02,150 --> 00:24:07,710 But omnichannel agents are not born, they are made and 355 00:24:07,710 --> 00:24:13,880 they're made by having workforce engagement management solutions that can 356 00:24:15,050 --> 00:24:19,090 handle all of the channels. So it's interesting, over the 357 00:24:19,090 --> 00:24:21,830 last couple of years when I was still doing speaking 358 00:24:21,830 --> 00:24:24,660 engagements where people were in front of me, one of 359 00:24:24,660 --> 00:24:26,930 the questions I would ask is, " How many of you 360 00:24:26,930 --> 00:24:33,490 are using a workforce monitoring system that just handles voice?" 361 00:24:34,220 --> 00:24:37,970 And it would be amazing what a high proportion of 362 00:24:37,970 --> 00:24:41,160 the audience members would say that their quality monitoring was 363 00:24:41,160 --> 00:24:44,720 just for voice. So we can't build omnichannel agents if 364 00:24:44,720 --> 00:24:49,050 we don't have tools that address all of the channels. 365 00:24:49,290 --> 00:24:51,950 So as you move toward digital engagement, you have to 366 00:24:51,950 --> 00:24:55,530 sort of bring in that workforce engagement part of it. 367 00:24:56,500 --> 00:24:58,620 The other, to me, one of the elements of building 368 00:24:58,620 --> 00:25:03,370 an omnichannel agent is sort of a mindset twist, which 369 00:25:03,370 --> 00:25:07,300 is typically in the context in how we think about handling this interaction, 370 00:25:07,780 --> 00:25:14,320 this transaction, single transaction resolution, that's the goal. But in 371 00:25:14,320 --> 00:25:18,010 reality with digital engagement, often that customer's coming to you 372 00:25:18,280 --> 00:25:22,520 with other content, with other interactions that they already had. 373 00:25:22,520 --> 00:25:25,580 They'd looked on the website, they may have tried to 374 00:25:25,580 --> 00:25:28,900 chat with you, they may have sent an email, and 375 00:25:28,900 --> 00:25:33,140 so it's no longer the agent's responsibility to just handle 376 00:25:33,140 --> 00:25:37,180 this interaction, but to look at the entire journey that 377 00:25:37,180 --> 00:25:42,030 the customer has been on. So from a building your 378 00:25:42,090 --> 00:25:46,410 contact center plan, what do you need, you not just 379 00:25:46,410 --> 00:25:49,520 have to make those digital channels available. You have to 380 00:25:49,520 --> 00:25:53,300 coach and train and monitor the agents on all of 381 00:25:53,300 --> 00:25:56,150 those channels, and then to the extent that you can, 382 00:25:56,150 --> 00:25:59,030 you need to make sure that the agent has the 383 00:25:59,030 --> 00:26:03,590 context, the information from those other steps that the customer 384 00:26:03,590 --> 00:26:08,170 has taken. So as we move to the next slide, 385 00:26:08,240 --> 00:26:14,700 we're going to have Janelle tell us about Ethiopian Airlines 386 00:26:14,760 --> 00:26:17,350 and some of the things that they have done. Yeah, 387 00:26:17,350 --> 00:26:21,410 so Company Nurse, they had integrated workforce engagement management as 388 00:26:21,410 --> 00:26:26,160 well, but here's another example in a different industry across 389 00:26:26,160 --> 00:26:29,150 the pond that also saw a big change last year 390 00:26:29,150 --> 00:26:33,920 with the airline industry. Ethiopia Airlines, unrivaled in Africa for 391 00:26:33,920 --> 00:26:39,610 their efficiency and operational success, like every airline I can 392 00:26:39,610 --> 00:26:43,250 think of anyway, last year they were just trying to 393 00:26:43,250 --> 00:26:46,760 survive and look for ways to lower costs and improve 394 00:26:46,760 --> 00:26:50,550 margins, focusing on the customer, I think, too, an important 395 00:26:50,550 --> 00:26:54,430 point in your buying consideration, looking at not just the 396 00:26:54,430 --> 00:26:58,070 service part of your customer journey, but looking for engagement 397 00:26:58,070 --> 00:27:01,880 tools that span marketing sales and service. Let's look at 398 00:27:01,880 --> 00:27:06,330 the before and after of Ethiopia Airlines. Prior to moving 399 00:27:06,330 --> 00:27:11,620 to Genesys Cloud- based environment, they were facing incompatible systems, 400 00:27:12,360 --> 00:27:16,270 their calls were actually routed to employees that weren't taking 401 00:27:16,270 --> 00:27:20,520 into account even just basic things like language skills or 402 00:27:20,520 --> 00:27:24,220 any skills for that matter. Their teams worked in silos, 403 00:27:24,220 --> 00:27:29,170 handling emails, handling chats, handling phone calls, all separately, they 404 00:27:29,170 --> 00:27:32,500 didn't have a CRM system, they didn't have workforce engagement, 405 00:27:33,010 --> 00:27:36,730 data was buried elsewhere and everywhere, and needless to say, 406 00:27:36,730 --> 00:27:39,740 they lacked that full overview of the customer journey and 407 00:27:39,790 --> 00:27:43,730 that real- time insight. So looking into the essential capabilities 408 00:27:44,160 --> 00:27:49,330 they captured, they deployed within two months, had 500 agents 409 00:27:49,410 --> 00:27:54,440 now working more productively in a blended fashion, handling emails, 410 00:27:54,440 --> 00:27:59,110 chats and phone calls, effortlessly switching between them, all from 411 00:27:59,110 --> 00:28:02,770 that single omnichannel desktop, which is really important in order 412 00:28:02,770 --> 00:28:05,310 for the employees to be able to do that. And 413 00:28:05,310 --> 00:28:10,220 they really unlocked further customer experience gains by introducing that 414 00:28:10,220 --> 00:28:15,010 workforce engagement piece to further improve the customer experience. So, 415 00:28:15,040 --> 00:28:21,320 some results, their service levels went from 70% to 95%. 416 00:28:21,670 --> 00:28:26,430 They had higher first- call resolution, their abandonment rate went 417 00:28:26,430 --> 00:28:31,440 from 20% just down to 3%. Calls answered went from 418 00:28:31,440 --> 00:28:34,140 20 seconds, which airline, that's still pretty good, down to 419 00:28:34,140 --> 00:28:36,620 eight seconds, I can't remember when the last time I 420 00:28:36,620 --> 00:28:39,270 called an airline and they answered in eight seconds, and 421 00:28:39,330 --> 00:28:42,570 they had that agility they needed to change IBR menus 422 00:28:42,570 --> 00:28:46,910 on the dime without having to pay for external support. 423 00:28:47,440 --> 00:28:51,910 In addition, they expanded the use of their cloud technology 424 00:28:52,010 --> 00:28:55,630 to their sales environment, too, being able to monitor customers' 425 00:28:55,630 --> 00:29:00,620 behavior on their website, understand that and get predictive with 426 00:29:00,620 --> 00:29:03,560 the use of AI to intercept in the moment because 427 00:29:03,560 --> 00:29:07,090 they had the right staff in place to really help 428 00:29:07,090 --> 00:29:10,690 that customer through their buyer journey and saw web conversion 429 00:29:10,690 --> 00:29:14,840 rates just increase dramatically, and you can see the results 430 00:29:14,840 --> 00:29:19,230 there. So I love this story because it is really 431 00:29:19,230 --> 00:29:23,030 a proved point in helping a company that was in 432 00:29:23,030 --> 00:29:28,190 a struggling industry last year, and looking ahead, really make 433 00:29:28,190 --> 00:29:32,810 change and support the customer journey across marketing, sales and 434 00:29:32,810 --> 00:29:38,680 service. Excellent, so we are moving to our next poll. 435 00:29:38,740 --> 00:29:44,880 The question is, " Is there value in integrating your unified 436 00:29:44,880 --> 00:29:50,410 communication solution incorporation with the contact center?" We have just 437 00:29:50,410 --> 00:29:55,030 three choices; yes, we think there's value in integrating them, 438 00:29:55,310 --> 00:29:59,670 but we prefer one solution for both contact center and 439 00:29:59,720 --> 00:30:04,970 unified communications and collaboration. Yes, we think there's value and 440 00:30:04,970 --> 00:30:09,920 our preferred solution is Microsoft Teams, and this is one of those ones where 441 00:30:09,920 --> 00:30:13,380 we wait for all of the responses before you select 442 00:30:13,380 --> 00:30:16,450 one because you might be number one but number two 443 00:30:16,450 --> 00:30:20,470 is more specific to you. And then third, yes, our 444 00:30:20,470 --> 00:30:26,660 preferred solution is a different UCC provider. Okay, so I 445 00:30:26,660 --> 00:30:29,210 realize we do not have a choice here for no. 446 00:30:31,790 --> 00:30:35,560 We may have missed that, but we'll see what people 447 00:30:35,560 --> 00:30:37,900 think. I think it'll be interesting to see what we 448 00:30:37,900 --> 00:30:43,380 get here. Clearly, Microsoft Teams had a huge uptick in 449 00:30:43,380 --> 00:30:47,130 usage in 2020, so I'm not going to be surprised 450 00:30:47,130 --> 00:30:50,750 to see that we have a lot of Microsoft Teams users, 451 00:30:50,750 --> 00:30:54,230 what do you think, Janelle? I think the same, it's 452 00:30:54,230 --> 00:30:57,190 becoming one of those essential capabilities you mentioned at the 453 00:30:57,190 --> 00:31:01,230 beginning. It used to be a very separate decision and 454 00:31:01,230 --> 00:31:05,180 while it may not be from a single provider, we're 455 00:31:05,180 --> 00:31:09,710 seeing it recurring on the list of requirements for cloud 456 00:31:09,710 --> 00:31:12,520 based solutions to be able to extend beyond the contact 457 00:31:12,530 --> 00:31:16,030 center and have an integrated solution regardless, so we're keen 458 00:31:16,030 --> 00:31:20,790 to see if our audience agrees. Okay, so drum roll. 459 00:31:25,770 --> 00:31:30,940 I'm going to... I was hitting submit instead of next. 460 00:31:30,970 --> 00:31:36,330 Okay, what can we discern from this? Over 50% are 461 00:31:36,330 --> 00:31:40,880 using Teams, wow. That's even higher than I would've predicted. 462 00:31:41,870 --> 00:31:44,950 Or their preferred solution is Teams, doesn't tell me that 463 00:31:44,950 --> 00:31:49,960 they're really using it but I'm actually surprised it's as 464 00:31:49,960 --> 00:31:52,320 close between the first and second option as it is. 465 00:31:52,320 --> 00:31:55,250 I thought it would be a bigger differential because we're 466 00:31:55,250 --> 00:32:00,990 definitely seeing more for Teams across the board. Yeah, and 467 00:32:00,990 --> 00:32:03,990 not too much for other providers. Yeah, back to Teams, 468 00:32:03,990 --> 00:32:06,620 I happened to be on their site today and there 469 00:32:06,630 --> 00:32:10,270 are 15 different contact centers who are working to get 470 00:32:10,270 --> 00:32:13,620 certified in Microsoft Teams, so it's a much bigger effort 471 00:32:13,620 --> 00:32:16,360 than it has been for many years. So I think 472 00:32:16,700 --> 00:32:18,700 to the point that we've both made at this point, 473 00:32:18,700 --> 00:32:24,430 Janelle, the importance of bringing together the unified communications and 474 00:32:24,400 --> 00:32:28,140 the contact center has just been elevated. Part of that 475 00:32:28,140 --> 00:32:32,300 is not being in a single physical location and not 476 00:32:32,300 --> 00:32:37,040 being able to bring your supervisor over with something as 477 00:32:37,040 --> 00:32:42,900 easy raising your hand. A study that I had read 478 00:32:42,900 --> 00:32:47,340 over the summer, that 93% of companies now say that 479 00:32:47,380 --> 00:32:52,040 UC and team messaging integration with the contact center is 480 00:32:52,040 --> 00:32:57,270 a very important factor in customer experience success, and yet, 481 00:32:57,500 --> 00:33:00,930 as you and I know, there's not enough evidence today 482 00:33:01,130 --> 00:33:04,430 that, that's happening in contact centers. I think if we've 483 00:33:04,430 --> 00:33:07,730 got that many listeners who are thinking Microsoft Teams is 484 00:33:07,730 --> 00:33:11,160 the answer, and companies like Genesys are now stepping up 485 00:33:11,220 --> 00:33:14,140 and working much more closely with Microsoft, hopefully a year 486 00:33:14,140 --> 00:33:17,040 from now we'll see a lot more of that UC in 487 00:33:17,040 --> 00:33:20,700 contact center integration. You're going to tell us about one 488 00:33:20,700 --> 00:33:24,410 customer who's doing that. Absolutely, as I mentioned, we see 489 00:33:24,410 --> 00:33:27,850 it on many people's list and here's an example of 490 00:33:28,630 --> 00:33:33,330 a company that I admire so much, who has taken 491 00:33:33,330 --> 00:33:36,120 that step forward and has it implemented. Let me tell 492 00:33:36,120 --> 00:33:40,390 you a little bit about Integral Care. I think of 493 00:33:40,390 --> 00:33:44,560 their contact center not as a call center, I don't 494 00:33:44,730 --> 00:33:46,930 think of it as a profit center, I think of 495 00:33:46,930 --> 00:33:50,580 it as a life center. They have about 900 people 496 00:33:50,580 --> 00:33:56,170 on staff across 45 locations, where they provide a 24 497 00:33:56,170 --> 00:34:00,850 hour crisis helpline that's often that first point of contact 498 00:34:00,850 --> 00:34:05,100 for people needing that immediate emotional support, especially during these 499 00:34:05,100 --> 00:34:09,100 crazy times. They also receive traffic from calls to national 500 00:34:09,100 --> 00:34:14,620 suicide prevention lines. So as you can imagine, streamlined communication, 501 00:34:14,850 --> 00:34:19,790 it is essential and lifesaving, and downtime is more than 502 00:34:19,790 --> 00:34:24,210 critical, it can be even tragic. So where were they? 503 00:34:24,600 --> 00:34:29,070 Prior to Genesys, they were having huge technology issues that 504 00:34:29,070 --> 00:34:34,890 were degrading their service levels for this helpline. Their CIO, 505 00:34:34,890 --> 00:34:37,610 if he was on, he would describe their on- premises 506 00:34:37,610 --> 00:34:43,700 contact center system as unreliable, hard to scale, expensive to 507 00:34:43,700 --> 00:34:48,210 maintain and add features, and on average, they suffered two 508 00:34:48,210 --> 00:34:52,140 to three outages a month. And you can see on 509 00:34:52,140 --> 00:34:56,300 the slide, those each lasted anywhere from 15 minutes to 510 00:34:56,300 --> 00:34:59,900 five hours, where during that time, they couldn't even take 511 00:34:59,960 --> 00:35:03,870 a critical call, which was totally unacceptable. So they went 512 00:35:03,870 --> 00:35:07,290 with a cloud based platform, voice and digital channels, seeing 513 00:35:07,300 --> 00:35:11,850 a theme here, and they integrated Genesys Cloud with their 514 00:35:11,850 --> 00:35:16,320 Netsmart Electronic Health system. They really appreciated the platform capabilities 515 00:35:16,320 --> 00:35:18,830 that Genesys Cloud brought to the table as well, so 516 00:35:18,830 --> 00:35:22,360 that they could leverage that existing system that was working 517 00:35:22,360 --> 00:35:26,020 really well for them. So they also were looking, as 518 00:35:26,020 --> 00:35:29,460 an essential capability, for that cloud platform to be able 519 00:35:29,460 --> 00:35:34,410 to intercept and route calls for neighboring area codes automatically 520 00:35:34,410 --> 00:35:37,810 so that they could make best use of local knowledge 521 00:35:37,810 --> 00:35:43,760 and resources. Sheila, you mentioned that COVID- 19 catapulted telehealth 522 00:35:43,760 --> 00:35:47,560 forward by decades in a few months. After they did 523 00:35:47,560 --> 00:35:52,000 that, they then integrated with Microsoft Teams so that they 524 00:35:52,000 --> 00:35:55,180 could make it even easier for case managers that weren't 525 00:35:55,180 --> 00:36:00,860 regular contact center agents to also be able to conduct 526 00:36:01,040 --> 00:36:05,770 telehealth video calls with clients and collaborate effectively with other 527 00:36:05,770 --> 00:36:09,220 agents. So we don't see a ton of people doing 528 00:36:09,220 --> 00:36:12,380 this yet, but we are hearing Microsoft Teams integration on 529 00:36:12,380 --> 00:36:15,520 a regular basis, on many buyers' minds. I think Integral 530 00:36:15,520 --> 00:36:18,940 Care is a great organization and a great example that 531 00:36:18,950 --> 00:36:22,930 has forged ahead to integrate their UC and their contact 532 00:36:22,930 --> 00:36:29,820 center technologies really for the best of reasons. Excellent. Oops. 533 00:36:31,210 --> 00:36:34,540 Trying to move on... here we go. And I can 534 00:36:34,540 --> 00:36:40,620 be heard this time? Yes, okay. Yes. I did it. So 535 00:36:40,620 --> 00:36:44,920 we talked about artificial intelligence and what's interesting is digital 536 00:36:44,920 --> 00:36:48,350 engagement keeps coming up, and really the two of them 537 00:36:48,350 --> 00:36:54,440 are very tightly integrated, because artificial intelligence is really what 538 00:36:54,440 --> 00:36:58,540 helps optimize for digital- first. If you look at all 539 00:36:58,540 --> 00:37:04,310 of these technologies that are here; automatic speech recognition, natural 540 00:37:04,310 --> 00:37:09,370 language processing, these are all backed up with artificial intelligence 541 00:37:09,420 --> 00:37:15,780 and machine learning. But things like transcription and translation and 542 00:37:15,780 --> 00:37:21,020 automatic topic categorization, these are the exciting things that are 543 00:37:21,020 --> 00:37:26,040 relatively new to artificial intelligence, but really help bring digital 544 00:37:26,620 --> 00:37:33,600 to a much higher level. Transcription means that, that interaction 545 00:37:33,600 --> 00:37:38,600 that a customer had with a natural language bot can 546 00:37:38,600 --> 00:37:41,440 be transcribed and sent to the agent, and the highlights 547 00:37:41,440 --> 00:37:44,800 of that highlighted so the agent doesn't have to read 548 00:37:44,800 --> 00:37:47,190 every single thing that was said to the bot, but 549 00:37:47,190 --> 00:37:51,940 can just understand really quickly what the intent of this 550 00:37:51,940 --> 00:37:57,700 particular call is. Or if a customer picks up the 551 00:37:57,700 --> 00:38:02,180 phone and speaks to an intelligent virtual agent, and just 552 00:38:02,180 --> 00:38:07,660 speaks very freely, the system can automatically categorize what that 553 00:38:07,660 --> 00:38:10,580 topic is that the customer wants to talk to and 554 00:38:10,580 --> 00:38:15,040 send that to the appropriate resource. So what's exciting is 555 00:38:15,040 --> 00:38:18,110 digital- first coming at the same time as artificial intelligence, 556 00:38:18,280 --> 00:38:21,710 because one aids the other, one makes the other better 557 00:38:22,100 --> 00:38:26,510 and again, Janelle's got a great case study back to 558 00:38:26,510 --> 00:38:29,200 the unemployment case that I was talking about earlier. Go 559 00:38:29,200 --> 00:38:35,480 ahead. Yeah, I read recently that in a CMSWire article, 560 00:38:35,500 --> 00:38:41,640 72% of interactions will involve chat bots by 2022. We'll 561 00:38:41,640 --> 00:38:43,860 see, but even if it doesn't hit that high, I 562 00:38:43,860 --> 00:38:47,600 think, Sheila, your point is well taken, that digital and 563 00:38:47,600 --> 00:38:51,900 AI go hand- in- hand and that it's definitely on 564 00:38:51,900 --> 00:38:56,840 the rise. And even to your point earlier that Mayor 565 00:38:57,120 --> 00:39:00,970 Garcetti signed that executive order to make all city services 566 00:39:01,180 --> 00:39:04,500 contactless and digital, so at Genesys we saw an increase 567 00:39:04,500 --> 00:39:08,240 in the adoption of cloud AI and automation in government 568 00:39:08,550 --> 00:39:10,930 last year as well, and we expect to continue to 569 00:39:11,370 --> 00:39:15,640 see that in 2021. So this is an example of 570 00:39:15,640 --> 00:39:19,410 that, I'll leave it semi anonymous to which state it 571 00:39:19,410 --> 00:39:24,990 was exactly, but while some businesses like Company Nurse thrived 572 00:39:25,210 --> 00:39:29,170 last year, Sheila pointed out many that didn't survive. And 573 00:39:29,170 --> 00:39:34,500 due to COVID- 19, this particular state's unemployment agency saw 574 00:39:34,550 --> 00:39:39,100 a gigantic spike in unemployment just in one month around 575 00:39:39,150 --> 00:39:43,990 the February, March timeframe. To put that in perspective, they 576 00:39:43,990 --> 00:39:49,840 received 20 months of unemployment claims in just a single 577 00:39:49,840 --> 00:39:55,350 month when the pandemic hit, and their existing 25 year 578 00:39:55,350 --> 00:40:01,860 old IVR technology didn't scale and they were abandoning, at 579 00:40:01,860 --> 00:40:05,760 one point, 2,000, 000 calls per day. And I think 580 00:40:05,760 --> 00:40:09,360 of being that person that was trying to call in 581 00:40:10,170 --> 00:40:12,750 and being one of those 2, 000,000, how frustrating that 582 00:40:12,750 --> 00:40:16,220 would be. So they threw people at the problem and 583 00:40:16,220 --> 00:40:20,550 even with 1, 000 agents in their call center, they 584 00:40:20,550 --> 00:40:24,420 still had to bring in help from state legislator, putting 585 00:40:24,740 --> 00:40:27,460 more employees on the phone and while their citizens were 586 00:40:27,460 --> 00:40:30,160 in a crisis because they lost their job, the agency 587 00:40:30,530 --> 00:40:32,990 was also in a crisis and they needed help. So 588 00:40:33,040 --> 00:40:36,980 they reached out to many providers for quotes for services, 589 00:40:37,500 --> 00:40:40,300 and they needed a trusted advisor to help them throughout. 590 00:40:40,370 --> 00:40:44,650 On their list of essential capabilities, it was pretty straightforward; 591 00:40:44,870 --> 00:40:49,470 cloud automation, fast. And so, in the solution here, the 592 00:40:49,470 --> 00:40:53,100 agency took advantage of our rapid response program we launched 593 00:40:53,100 --> 00:40:56,440 last year to serve our customers, and they quickly stood 594 00:40:56,440 --> 00:40:59,770 up Genesys Cloud IVR for their voice calls. Part of 595 00:40:59,770 --> 00:41:04,030 that program was with our prebuilt integration to Google Dialog 596 00:41:04,030 --> 00:41:07,900 Flow, one of our very strategic partners for that virtual 597 00:41:07,900 --> 00:41:11,920 agent capabilities for both calls and chat on the website. 598 00:41:12,430 --> 00:41:15,020 They were up and running in about two weeks with 599 00:41:15,020 --> 00:41:19,990 a full solution, saw a 350% increase in connected calls 600 00:41:20,560 --> 00:41:24,130 and what that translates to is like a typical February 601 00:41:24,180 --> 00:41:27,320 for this agency would see 70 claims, they processed that 602 00:41:27,320 --> 00:41:30,650 same number in a single day in March. So to 603 00:41:30,650 --> 00:41:33,920 me, this is just a super powerful story of the 604 00:41:34,260 --> 00:41:38,300 power of a cloud platform and being able to integrate 605 00:41:38,300 --> 00:41:45,170 with other strategic partners out there. Just a moment. I'm live. 606 00:41:45,530 --> 00:41:51,030 Platform capabilities, so this is a buyer's guide for 2021. 607 00:41:51,030 --> 00:41:56,370 Perhaps in 2020, you wouldn't have been thinking that having 608 00:41:56,760 --> 00:42:02,620 an orchestration tool, having the ability to perhaps just use 609 00:42:02,750 --> 00:42:08,260 parts of a solution like Genesys Cloud in your contact 610 00:42:08,260 --> 00:42:11,570 center, it might never occur to you, but suddenly in 611 00:42:11,580 --> 00:42:15,650 2021 it does occur to you. You have tens of 612 00:42:15,650 --> 00:42:18,490 thousands of agents and you want to add a capability 613 00:42:18,740 --> 00:42:21,530 like the one that Janelle just talked about for the unemployment 614 00:42:21,530 --> 00:42:24,820 office. It doesn't always mean you have to change everything, 615 00:42:25,280 --> 00:42:27,190 it doesn't mean you have to change all the voice 616 00:42:27,190 --> 00:42:30,070 capabilities that you have and that you've built. But with 617 00:42:30,070 --> 00:42:35,310 platform capabilities and the ability to add those great AI 618 00:42:35,630 --> 00:42:39,920 capabilities from the cloud to your existing platform, that's when 619 00:42:39,920 --> 00:42:42,900 it becomes important to understand, " What can platform do for 620 00:42:42,900 --> 00:42:46,410 me? In that period between now and maybe two or 621 00:42:46,410 --> 00:42:49,810 three or five years when I move off the premises 622 00:42:49,810 --> 00:42:53,640 solution that I have, how can I start taking advantage 623 00:42:53,890 --> 00:42:57,200 of the cloud?" And I think platform capabilities are key 624 00:42:57,200 --> 00:43:02,610 to that, because even without changing your entire operation, you 625 00:43:02,610 --> 00:43:06,020 can get some of those benefits of faster time to 626 00:43:06,020 --> 00:43:10,870 market, like the unemployment office did. Increased iteration time, being 627 00:43:10,870 --> 00:43:16,710 able to change things more quickly and increased stakeholder engagement 628 00:43:16,710 --> 00:43:20,330 and satisfaction because they can make some of the changes 629 00:43:20,330 --> 00:43:22,810 that need to be made without having to go to 630 00:43:22,810 --> 00:43:26,540 IT necessarily every time. So you may not have been 631 00:43:26,540 --> 00:43:28,770 thinking about it a year ago, but as you speak 632 00:43:28,830 --> 00:43:32,150 to the vendors that you're thinking about as you take 633 00:43:32,150 --> 00:43:37,310 the next steps in your contact center solution journey, make 634 00:43:37,310 --> 00:43:39,110 sure that this is on that list of things that 635 00:43:39,110 --> 00:43:46,350 you're looking for and at. So what are legacy call 636 00:43:46,350 --> 00:43:52,650 centers not delivering right now? Integrated digital channels, how often 637 00:43:52,650 --> 00:43:56,000 do I see a contact center that has perhaps a 638 00:43:56,000 --> 00:44:00,020 great voice contact center, but they've used a different vendor 639 00:44:00,020 --> 00:44:04,100 for email and maybe a different vendor for chat, and 640 00:44:04,100 --> 00:44:06,720 none of that is integrated. And that agent who's on 641 00:44:06,730 --> 00:44:11,040 the voice contact center gets no data necessarily from those 642 00:44:11,040 --> 00:44:15,360 digital engagements, so it's almost impossible for that agent to 643 00:44:15,360 --> 00:44:20,740 have context. Robust support from remote and mobile workforce, and 644 00:44:20,740 --> 00:44:23,960 that means both for the contact center solution as well 645 00:44:23,960 --> 00:44:28,890 as for the workforce engagement management applications. That seamless front 646 00:44:28,890 --> 00:44:32,510 office, back office communications. As we talked about, it doesn't 647 00:44:32,510 --> 00:44:35,360 have to be one solution as long as there is 648 00:44:35,360 --> 00:44:38,840 a tight integration between the two, like Genesys is doing 649 00:44:38,840 --> 00:44:43,700 with Microsoft Teams. Legacy call centers, it's difficult for them 650 00:44:43,700 --> 00:44:47,730 to use artificial intelligence and to help you have that 651 00:44:47,730 --> 00:44:51,480 innovation, and so it makes hard to have that agility to 652 00:44:51,480 --> 00:44:56,380 make changes quickly based on business needs. I mean those 653 00:44:56,380 --> 00:45:01,160 of us who worked at legacy contact centers know, typically they're told, " Maybe next 654 00:45:01,160 --> 00:45:06,160 year, maybe." And we're in a world where we need 655 00:45:06,160 --> 00:45:11,460 that by next week, " Maybe next year," doesn't work anymore. So 656 00:45:11,460 --> 00:45:15,420 we're going to go to our final poll question. Among the areas 657 00:45:15,680 --> 00:45:20,340 that we discussed today, what is your top priority for 658 00:45:20,340 --> 00:45:27,130 customer experience technology investment in 2021? Is it digital engagement, 659 00:45:27,480 --> 00:45:30,960 expanding the number of channels that you have, integrating it 660 00:45:31,270 --> 00:45:34,870 more closely to the voice channel? Is it workforce engagement, 661 00:45:35,950 --> 00:45:42,650 integrated collaboration and contact center technology, or artificial intelligence and 662 00:45:42,650 --> 00:45:50,220 automation? All good choices. Hold on. Again, I think it 663 00:45:50,220 --> 00:45:54,970 depends on where our audience is at, because digital engagement 664 00:45:54,970 --> 00:45:58,090 and AI go hand- in- hand. Some might already be 665 00:45:58,190 --> 00:46:03,820 using it, some might be evolving to more channels. I 666 00:46:03,820 --> 00:46:08,500 also read a study where, I think, by 2022 the 667 00:46:08,500 --> 00:46:11,530 use of workforce engagement in the cloud will be at 668 00:46:11,890 --> 00:46:16,210 94% so maybe it's on- premise, by working the cloud. 669 00:46:16,460 --> 00:46:20,720 I also have seen a pivot where many companies are 670 00:46:20,720 --> 00:46:25,960 using workforce optimization, where it's very focused on operational efficiency, 671 00:46:26,290 --> 00:46:29,750 and to your point earlier with the gamification example, really 672 00:46:29,750 --> 00:46:33,020 shifting more towards that focus with the employee, especially in 673 00:46:33,020 --> 00:46:37,010 this virtual world of workforce engagement, so I'm intrigued to 674 00:46:37,010 --> 00:46:38,430 see where we're going to be at. What do you 675 00:46:38,430 --> 00:46:43,970 think, Sheila? I think digital, I mean I think that's 676 00:46:43,970 --> 00:46:47,960 the pressing need for a lot of businesses, that they 677 00:46:48,000 --> 00:46:50,110 may not have been doing that as well as they'd 678 00:46:50,110 --> 00:46:58,720 like, but we will see. It's time. Aha! You were 679 00:46:58,720 --> 00:47:05,020 right. Interesting. Well, I wanted you to say it. Well, 680 00:47:05,020 --> 00:47:10,400 look at the tie between integrated collaboration and AI actually, 681 00:47:10,400 --> 00:47:15,600 that's interesting. Right, because they're so different, right? Yeah. They're 682 00:47:15,600 --> 00:47:18,980 very different. One is probably more contact center focused, the 683 00:47:18,980 --> 00:47:22,410 AI, and the other is more enterprise focused, but it 684 00:47:22,410 --> 00:47:24,780 comes back to what you said about sales, service and 685 00:47:24,780 --> 00:47:27,950 marketing. We're not going to get there without the integrated 686 00:47:27,950 --> 00:47:33,110 collaboration, I think, so excellent. It's always interesting to learn 687 00:47:33,110 --> 00:47:38,350 something about how people are thinking, that's why the poll, this is not 688 00:47:38,350 --> 00:47:39,990 for us as it is for them, but you get 689 00:47:39,990 --> 00:47:41,830 to see what your peers are thinking as well. So 690 00:47:41,830 --> 00:47:46,760 I am now going to move it to you to 691 00:47:46,760 --> 00:47:51,120 finish up on the Genesys vision. Fabulous. Well, we highlighted 692 00:47:51,120 --> 00:47:54,800 these essential capabilities that we just reviewed in the poll. 693 00:47:54,800 --> 00:47:59,830 Top of line, digital engagement, integrated UC and CC, artificial 694 00:47:59,830 --> 00:48:05,360 intelligence, workforce engagement. As you evaluate providers for these essential 695 00:48:05,360 --> 00:48:09,440 capabilities, you need to ultimately improve customer experience. Let me 696 00:48:09,440 --> 00:48:12,500 just leave you with this final point that relates to 697 00:48:12,500 --> 00:48:16,960 our vision for our customers. When it comes to customer 698 00:48:16,960 --> 00:48:22,200 experience, of course your customers want their issues resolved quickly and 699 00:48:22,200 --> 00:48:26,750 correctly, and we know that efficiency and effectiveness, they're always 700 00:48:26,750 --> 00:48:29,420 going to be important for your contact centers to be 701 00:48:29,420 --> 00:48:31,790 able to support and for your company to be able 702 00:48:31,790 --> 00:48:36,080 to support. But don't forget that your customers along the 703 00:48:36,390 --> 00:48:40,250 way, especially now more than ever, want to be treated 704 00:48:40,250 --> 00:48:43,180 with empathy, or in other words to be to heard 705 00:48:43,180 --> 00:48:47,540 and understood. So experience as a service is the Genesys 706 00:48:47,540 --> 00:48:51,520 vision that helps you put empathy at the center of 707 00:48:51,520 --> 00:48:56,570 each experience. It's the key ingredient, along with efficiency and 708 00:48:56,570 --> 00:49:01,880 effectiveness, that helps foster trust with your customers to ultimately 709 00:49:01,880 --> 00:49:06,210 drive loyalty. So here at Genesys, we're making experience as 710 00:49:06,210 --> 00:49:09,810 a service a reality by helping you use the right 711 00:49:09,810 --> 00:49:13,430 combination of technology so that you can truly personalize those 712 00:49:13,430 --> 00:49:17,980 experiences at scale. And that right combo of tech, it 713 00:49:17,980 --> 00:49:22,520 starts with data from any system or any engagement, including 714 00:49:22,520 --> 00:49:25,410 the one going on in the moment. Then, with the 715 00:49:25,410 --> 00:49:30,060 power of cloud and by applying AI, you can process 716 00:49:30,060 --> 00:49:33,730 this data in real- time, you can decipher the customer's 717 00:49:33,730 --> 00:49:36,270 intent and predict how and when to interact with them 718 00:49:36,270 --> 00:49:39,870 further and with this understanding of your customers, you can 719 00:49:39,870 --> 00:49:43,950 quickly then provide that relevant and personalized experience with those 720 00:49:43,950 --> 00:49:48,260 engagement tools like in the Ethiopia example that spans marketing, 721 00:49:48,260 --> 00:49:52,840 sales and services. So ultimately, your customers will feel like 722 00:49:52,840 --> 00:49:55,980 they're a priority to you, they'll feel cared for as 723 00:49:55,980 --> 00:50:00,970 individuals, sometimes that literally is a life or death situation, 724 00:50:01,040 --> 00:50:04,400 and they feel uniquely understood. They won't have to repeat 725 00:50:04,400 --> 00:50:08,580 themselves, their issues will be resolved, sometimes even before they 726 00:50:08,580 --> 00:50:13,640 know it, with compassion. So integrated data, AI, engagement tools 727 00:50:13,640 --> 00:50:17,620 with that cloud interactive ability and choice really are at 728 00:50:17,620 --> 00:50:22,130 the heart of the essential capabilities we see companies needing, 729 00:50:22,480 --> 00:50:24,960 now and for the future. So with the trends that 730 00:50:24,960 --> 00:50:29,070 Sheila shared, the customer examples that I highlighted, know that 731 00:50:29,600 --> 00:50:33,910 this combination of tech that fuels this vision of experience 732 00:50:33,950 --> 00:50:36,950 as a service, is possible because the technologies we talked 733 00:50:36,950 --> 00:50:40,270 about today are finally at that right level of maturity 734 00:50:40,270 --> 00:50:43,230 and within reach for any company. So with this vision, 735 00:50:43,700 --> 00:50:46,590 you as a business can truly take a more customer- 736 00:50:46,590 --> 00:50:50,170 centric approach with your business and with your engagement with 737 00:50:50,290 --> 00:50:55,020 customers. So with all that said, Josh, I think I'll 738 00:50:55,020 --> 00:50:56,700 turn it over to you to see if there's any 739 00:50:57,020 --> 00:51:02,130 questions. Thanks, Janelle. So, just to get started, we do have 740 00:51:02,130 --> 00:51:03,960 a few questions that have already come in, but as 741 00:51:03,960 --> 00:51:06,770 a reminder to everybody in the audience, to participate in 742 00:51:06,770 --> 00:51:09,350 today's Q& A, just submit those into the Q& A 743 00:51:09,350 --> 00:51:11,470 window below the slides and we'll get to as many 744 00:51:11,470 --> 00:51:13,540 as we can with the little time that we have 745 00:51:13,540 --> 00:51:16,290 remaining today. As I mentioned before, though, there is a 746 00:51:16,290 --> 00:51:17,820 chance that we're not going to be able to get to 747 00:51:17,820 --> 00:51:19,940 all of the questions today, so if we do not 748 00:51:19,940 --> 00:51:22,770 answer your question aloud, what we'll do is we'll follow 749 00:51:22,770 --> 00:51:25,130 up with you via email within the next few business 750 00:51:25,130 --> 00:51:28,810 days. To kick things off, as we do have a couple 751 00:51:28,810 --> 00:51:32,050 of live questions in here now, so I think this 752 00:51:32,050 --> 00:51:34,590 is going to be directed more towards you, Sheila. The 753 00:51:34,590 --> 00:51:38,070 first question is, " Is the change for digital a resource 754 00:51:38,310 --> 00:51:42,310 of COVID- 19 or more because of the younger demographics 755 00:51:42,340 --> 00:51:45,390 of customers like Gen Y and Gen Z using more 756 00:51:45,390 --> 00:51:49,980 apps and SMS and chat?" One of the things that 757 00:51:49,980 --> 00:51:53,990 I've been talking about is that, what COVID has done 758 00:51:53,990 --> 00:51:59,980 is accelerate a need that was already there. I think 759 00:52:01,020 --> 00:52:05,900 we weren't, as an industry, providing the digital choices that 760 00:52:05,900 --> 00:52:10,170 consumers wanted. There was a gap between what consumers wanted 761 00:52:10,170 --> 00:52:13,730 and what we were delivering, just like when I talked 762 00:52:13,730 --> 00:52:17,590 about the retail apocalypse. There was a gap and so 763 00:52:17,640 --> 00:52:21,390 what COVID has done is highlight that gap, because to 764 00:52:21,790 --> 00:52:24,910 the point of the questioner, the Gen Zs and the 765 00:52:24,910 --> 00:52:28,430 Millennials were looking for these choices, we just weren't delivering 766 00:52:28,430 --> 00:52:32,500 them. Now, everybody is looking for them, everybody's a Gen 767 00:52:32,500 --> 00:52:37,710 Z. Even my 93 year old father- in- law has 768 00:52:37,710 --> 00:52:40,460 suddenly had to become a Gen Z, because the only 769 00:52:40,460 --> 00:52:42,770 to make his appointment for a vaccine was to do 770 00:52:42,770 --> 00:52:46,130 it online. So I think what it's done is accelerate, 771 00:52:46,380 --> 00:52:50,030 and it's really two trends coming together and reinforcing one 772 00:52:50,030 --> 00:52:57,950 another. Then as a follow up, this individual asks, " Do 773 00:52:57,950 --> 00:53:01,840 you see CX as a separate function from CCaaS, or 774 00:53:01,840 --> 00:53:07,330 an integral part of the platform?" Interesting, I saw that 775 00:53:07,330 --> 00:53:10,340 question and I was thinking about it. CCaaS is a 776 00:53:10,340 --> 00:53:17,640 technology. It's very specific, it's something you buy. Customer experience, 777 00:53:17,790 --> 00:53:21,780 to me, is a strategy. It's, " What is our strategy 778 00:53:22,030 --> 00:53:27,330 to deliver to our customers an overall experience that keeps 779 00:53:27,330 --> 00:53:30,870 them with us?" So I see them as quite separate. 780 00:53:31,100 --> 00:53:34,770 The other thing is, for me, customer experience includes more 781 00:53:34,770 --> 00:53:40,840 technologies than just CCaaS, it includes customer relationship management, it 782 00:53:40,840 --> 00:53:45,990 includes workforce engagement management, so to me, CCaaS is a 783 00:53:45,990 --> 00:53:49,090 much broader term, but it's also, to me, more of 784 00:53:49,090 --> 00:53:52,790 a, " What is the company CCaaS strategy? Not who is 785 00:53:52,790 --> 00:53:56,750 their vendor." Can I just add to that? Improving customer 786 00:53:56,750 --> 00:54:00,060 experience is a business outcome, I mean you could Google 787 00:54:00,820 --> 00:54:03,640 tons of different studies out there that show the impact 788 00:54:03,640 --> 00:54:07,760 to a company's bottom line when you focus on improving 789 00:54:08,130 --> 00:54:11,280 customer experience. And to Sheila's point, too, I totally agree 790 00:54:11,280 --> 00:54:16,120 to that, but CCaaS technology is part of that strategy 791 00:54:16,120 --> 00:54:23,530 to direct towards that outcome. Awesome. Thanks, guys. I'll direct 792 00:54:23,530 --> 00:54:26,670 this question to you, Janelle, and, Sheila, you're welcome to 793 00:54:26,990 --> 00:54:30,600 follow up. This individual is moving from an on- premise 794 00:54:31,870 --> 00:54:34,850 setup to a unified communication spot where blending CCaaS and 795 00:54:34,850 --> 00:54:38,890 UCaaS with a cloud based provider. If you have any 796 00:54:38,890 --> 00:54:43,100 recommendations, how would you suggest they choose, or what would 797 00:54:43,100 --> 00:54:48,030 you suggest they choose in that direction? It's difficult for 798 00:54:48,030 --> 00:54:51,010 me to answer that with any wisdom when I don't 799 00:54:51,010 --> 00:54:54,560 know your business requirements, so it really comes down to 800 00:54:54,610 --> 00:54:58,130 what are your business needs and business requirements and what 801 00:54:58,130 --> 00:55:01,760 you use cases are you looking to support, like with 802 00:55:01,760 --> 00:55:07,620 meetings, with video, with unified chat across the contact center 803 00:55:07,680 --> 00:55:10,890 presence, et cetera, et cetera. So know that you have 804 00:55:10,890 --> 00:55:14,650 options out there, like for instance with Genesys, we integrate 805 00:55:14,650 --> 00:55:18,400 with Zoom, we have native capabilities, we integrate with Microsoft 806 00:55:18,400 --> 00:55:22,290 Teams as I mentioned before with the Integral Care example. 807 00:55:22,290 --> 00:55:25,490 So really happy to partner with you and dig into 808 00:55:25,490 --> 00:55:29,180 your contact center requirements to really answer that with a 809 00:55:29,470 --> 00:55:34,300 more educated response to your business. That's actually a good 810 00:55:34,780 --> 00:55:37,230 point, too, Janelle. There's going to be a survey that pops up 811 00:55:37,230 --> 00:55:39,410 at the end of today's presentation asking if you would 812 00:55:39,410 --> 00:55:44,230 like your local Genesys account representative to reach out. So 813 00:55:44,230 --> 00:55:46,780 if you want additional information, go ahead and mark yes 814 00:55:46,780 --> 00:55:48,540 to that question in the survey, and we'll be sure 815 00:55:48,540 --> 00:55:50,750 to follow up with you with any additional information you're 816 00:55:51,020 --> 00:55:57,530 interested in learning.- Let me follow up a little bit 817 00:55:57,530 --> 00:56:02,380 on the question, Josh, if I may. It's interesting, one 818 00:56:02,380 --> 00:56:04,940 could look at UC and CC and say, " I want 819 00:56:04,940 --> 00:56:09,270 one vendor and not two vendors," but if you actually 820 00:56:09,270 --> 00:56:11,690 look at a vendor who says they have UC and 821 00:56:11,690 --> 00:56:15,540 CC, you may find that their CC is coming from 822 00:56:15,540 --> 00:56:18,860 a different company so it's really not one solution, it's 823 00:56:18,860 --> 00:56:22,010 two. Or you may find that a company that has 824 00:56:22,010 --> 00:56:29,260 two solutions has a two partners, like Genesys plus Zoom 825 00:56:29,260 --> 00:56:33,870 or some other context and a plus Teams. What looks 826 00:56:33,870 --> 00:56:38,090 like two separate solutions, really if you understand the technology 827 00:56:38,090 --> 00:56:41,440 behind how they're integrated, it may be tighter than somebody 828 00:56:41,440 --> 00:56:45,090 that looks like one solution. So you really have to 829 00:56:45,090 --> 00:56:47,730 scratch the surface, or I think the advice I would 830 00:56:47,730 --> 00:56:51,470 have is, make sure you sort of understand the genesis 831 00:56:51,470 --> 00:56:54,820 of the technology in each case and how well they 832 00:56:54,820 --> 00:56:59,440 integrate, what does integration mean with that particular solution? Does 833 00:56:59,440 --> 00:57:03,410 it mean four- digit dialing from you to somebody who's 834 00:57:03,410 --> 00:57:07,000 not in the contact center? Does it mean that something 835 00:57:07,000 --> 00:57:09,850 that you chat to somebody not in the contact center, 836 00:57:10,030 --> 00:57:12,980 can get captured in the contact center record? You want 837 00:57:12,980 --> 00:57:16,250 to ask those kinds of questions, it's less about whether 838 00:57:16,250 --> 00:57:23,210 it's one vendor, it's how the applications work together. Awesome. 839 00:57:24,260 --> 00:57:27,160 So unfortunately that is all the time we have today. 840 00:57:27,160 --> 00:57:29,080 I know that there are a handful of questions that 841 00:57:29,080 --> 00:57:31,210 we did not get to today, so do not fret, we 842 00:57:31,210 --> 00:57:33,420 will respond to you via email within the next few 843 00:57:33,420 --> 00:57:36,150 business days. However, if you are looking for more of 844 00:57:36,150 --> 00:57:38,120 a prompt response, you can always feel free to reach 845 00:57:38,120 --> 00:57:41,400 out to us at genesys. com, no caps or 846 00:57:41,400 --> 00:57:44,410 spaces, and we'll get back to you as quickly and 847 00:57:44,410 --> 00:57:48,490 promptly as we can. So with that being said, to 848 00:57:48,490 --> 00:57:52,260 wrap today. First off, I know that you're wanting additional 849 00:57:52,260 --> 00:57:55,080 information about today's topic, so be sure check out that 850 00:57:55,080 --> 00:57:59,240 resource list. That's going to have the 2021 Contact Center 851 00:57:59,240 --> 00:58:01,990 Buyer's Guide bundle that will give you additional information on 852 00:58:02,040 --> 00:58:05,650 all of the topics that we discussed today. In addition 853 00:58:05,650 --> 00:58:07,660 to that, I mentioned a survey that's going to show 854 00:58:07,660 --> 00:58:10,630 up at the end of today's presentation. We encourage you 855 00:58:10,630 --> 00:58:12,670 to fill that survey out, it shouldn't take you more 856 00:58:12,670 --> 00:58:14,840 than a couple of minutes, but we tailor all of 857 00:58:14,840 --> 00:58:17,790 these webinars and presentations to exactly what you want to 858 00:58:17,790 --> 00:58:21,040 hear and learn more about with respect to contact center technology. 859 00:58:21,290 --> 00:58:23,110 So go ahead and fill that out, and we'll be 860 00:58:23,110 --> 00:58:26,900 sure to incorporate that feedback into the future Genesys presentations 861 00:58:26,900 --> 00:58:31,520 and webinars. And also, Janelle mentioned if you want to 862 00:58:31,520 --> 00:58:34,400 learn more about Company Nurse, there is the Take A 863 00:58:34,400 --> 00:58:36,730 Moment Podcast as well as the Tech Talks in Twenty 864 00:58:36,730 --> 00:58:39,190 Podcast, so I encourage you to check that out on 865 00:58:39,190 --> 00:58:42,090 basically any podcast application that you listen, or you can 866 00:58:42,090 --> 00:58:46,750 check us out on Genesys. com/ podcasts. So with all 867 00:58:46,750 --> 00:58:50,320 that information being said, on behalf and Sheila, Janelle and 868 00:58:50,320 --> 00:58:52,770 the entire Genesys team, I want to thank you again 869 00:58:52,770 --> 00:58:57,410 for joining today's 2021 Contact Center Buyers Guide webinar. Until 870 00:58:57,410 --> 00:59:02,480 next time, have a good one, everyone. Thank you. Thank 871 00:59:02,480 --> 00:59:02,500 you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys Monthly Demo See Genesys Cloud in action: Predictive Engagement [cutoff co_thick="2px"][webinarschedulesingle]Making sure customers get to where they need to be is vital. In this live demo of the Genesys CloudTM platform, you’ll see how predictive engagement can influence web customers, invoke digital chat and use voice when escalations are required. This demo also covers: Web interactions and Genesys web widgets Digital chatting with an option to escalate to voice, on demand Personal script pages and more [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kzHZQAY"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry Webinar Meet 2021 call center KPIs with a CRM-hosted CTI [cutoff co_thick="2px"]Wednesday, January 6 @ 8 AM PT The right computer telephony integration (CTI) solution can help you exceed 2020 contact center KPIs — and get your performance on track for 2021. Empower your agents to efficiently serve customers and gain visibility into interactions for intelligent decision-making. With InGenius for the Genesys Cloud™ platform, you get features like screen pop, click-to-dial, automated call logging and call reports. Join us on January 6th to learn how CTI can: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001ky7iQAA"] Meet the Speaker Keith Berg General Manager, Contact Center Productivity Upland Software AppFoundry Webinar How to keep up with complex and evolving reporting requirements [cutoff co_thick="2px"]Thursday, December 17 at 8 AM PT Whether you’ve recently migrated to the cloud or made the move a while ago, you’ve probably identified gaps in your reporting and analytics. And you’re probably wondering how to bridge those gaps from your previous platform — while meeting changing reporting requirements. This is particularly true for enterprise environments with multiple reporting tools like Salesforce, Zendesk and more. In this webinar, you’ll learn how getting the right data — in real time — improves your position in the market. Together, eMite and Genesys make post-migration reporting seamless.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyzaQAA"] Meet the Speakers Lacey Emery National Director eMite Tyrel Jensen Senior Solutions Consultant eMite Genesys Webinar Genesys Innovations - Quarterly Webinar [webinarschedule][cutoff co_thick="2px"]65% of organizations will have shifted to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past, according to IDC. Change is inevitable but it doesn’t have to be hard. Creating the best customer experiences requires having the best solutions at your fingertips. Genesys continues to work hard to equip you with just that. Join us in this quarterly webinar to learn about our latest innovations and capabilities. Hear from Genesys product leaders about our latest enhancements across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, outbound and more. You’ll also hear how Genesys is delivering new capabilities that support our vision of Experience as a Service. We’ll dive into how these new capabilities and features can benefit your business and customer experiences today no matter what solution or deployment you’re on. Register now for this webinar to learn about: How innovation drives Experience as a Service What’s new in Genesys Cloud and Genesys Engage with its multicloud architecture How these innovations can positively impact your business [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyYZQAY"] Meet the Speakers Tejus Korde VP, Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys Monthly Demo See Genesys Cloud in action: Accurately plan for 2021 with WEM [cutoff co_thick="2px"][webinarschedulesingle]Recognizing patterns from this year allows you to accurately plan for 2021. The artificial intelligence (AI)-powered forecasting engine in Genesys CloudTM Workforce Engagement Management capabilities uses seasonal, trend and stationary data to identify outliers and detect patterns. In this month’s Genesys Cloud demo, we’ll review everything you need to start 2021 on the right foot. We’ll discuss what forecasting is, why it’s important and, more importantly, how the Genesys AI-powered forecasting engine helps you prepare for what’s to come.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyVaQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys AppFoundry Webinar Improve efficiency with AI and automation in 2021 [cutoff co_thick="2px"]Wednesday, November 18, 2020 at 8 AM PT Contact centers struggle with efficiency in the new normal of remote work. According to McKinsey, agents spend 19% of their time looking for answers or tracking down help. And admins waste time managing and updating resources. In 2021, improved contact center ROI is as simple as eliminating the unnecessary steps it takes to find answers and manage information. Join our panel of experts to find out on how automation and intelligent integrations can improve efficiency and drive ROI. You’ll learn how: Artificial intelligence (AI) changes how contact centers operate remotely Next-generation AI is transforming chat, messenger and voice Agent-assist technology can save teams valuable hours of work per week [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyH9QAI"] Meet the Speakers Jim Whatton Vice President, Solution Consulting Genesys Dan Stoops Solutions Architect Genesys Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Solutions Architect Shelf Webinar Bytes All your Contact Center AI security questions answered [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security. Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,950 Thanks, Wendy. So, contact center AI offered by Google and Genesys 2 00:00:05,950 --> 00:00:10,260 is an integrated solution. And what it means is that it gives you 3 00:00:10,260 --> 00:00:14,610 the best of both worlds. Genesys is a leader in 4 00:00:14,610 --> 00:00:18,120 contact center space and Google is in AI space. So, 5 00:00:18,120 --> 00:00:21,980 we come together, we integrate our products and we offer 6 00:00:21,980 --> 00:00:26,540 it to our end customers. It is an omnichannel solution so that 7 00:00:26,540 --> 00:00:30,470 means you can have a chat integration, voice integration and 8 00:00:30,470 --> 00:00:35,360 social media integration out of the box. Typically, contact center 9 00:00:35,390 --> 00:00:39,550 AI solution needs to take care of three different kinds 10 00:00:39,550 --> 00:00:43,700 of stakeholders. First stakeholder is the end customer. So, end 11 00:00:43,910 --> 00:00:47,170 customer calls in into the contact center and they are 12 00:00:47,170 --> 00:00:51,220 either interacting with the bot or they are interacting with 13 00:00:51,220 --> 00:00:55,020 the human agent. So, human agents are our second stakeholders. 14 00:00:55,540 --> 00:01:00,330 And the third stakeholder are basically agent managers or customer 15 00:01:00,330 --> 00:01:04,960 experience executives because they need transparency into the contact center. 16 00:01:04,980 --> 00:01:09,360 Remember contact center, mostly handles unstructured data that is like 17 00:01:09,590 --> 00:01:13,550 voice or chat. And it is very important to take this unstructured data and create structure and information out of this data. And Google AI can help 18 00:01:13,550 --> 00:01:25,370 you dig this unstructured data and create structure out of 19 00:01:25,370 --> 00:01:27,490 it. Toby, do you want to add something to that? 20 00:01:27,490 --> 00:01:32,510 Yeah, definitely. I think that I'd also like to break it down a little 21 00:01:32,780 --> 00:01:34,970 bit about where the technology comes from and what it 22 00:01:34,990 --> 00:01:40,000 actually means for contact center operators. So, just to set 23 00:01:40,000 --> 00:01:42,530 a little bit of interesting background here. So, contact center 24 00:01:42,530 --> 00:01:47,670 AI is actually made up of, I'd say three big 25 00:01:47,670 --> 00:01:51,850 separate components that are integrated into Genesys ecosystem. One of them is 26 00:01:51,850 --> 00:01:54,990 CCAI virtual agents, which is based on a piece of 27 00:01:54,990 --> 00:01:58,850 software called Dialogue Flow. Dialogue Flow is actually a platform 28 00:01:59,630 --> 00:02:03,010 that's used program, Google Assistant at Google. So, this is 29 00:02:03,010 --> 00:02:05,090 actually the same piece of software that developers use to 30 00:02:05,090 --> 00:02:09,470 actually build their voice applications for AI assistance. On the 31 00:02:09,470 --> 00:02:13,150 second one is Agent Assist. This is actually a piece 32 00:02:13,150 --> 00:02:16,480 of software prides provides AI augmentation for our contact center 33 00:02:16,480 --> 00:02:21,100 agent's job helping them go and fill in fields automatically 34 00:02:21,280 --> 00:02:23,780 or giving them turn by turn guidance for solving a 35 00:02:23,780 --> 00:02:27,850 complex issue. And finally, there's also Insights AI. And so, 36 00:02:27,850 --> 00:02:30,760 what this does is it actually surfaces all the information 37 00:02:30,760 --> 00:02:33,360 that the artificial intelligence is actually seeing out in the 38 00:02:33,360 --> 00:02:37,790 field at your contact center in a digestible format. So, 39 00:02:37,790 --> 00:02:41,060 what does it actually mean? Especially, I would say Dialogue 40 00:02:41,060 --> 00:02:43,700 Flow is the one CCAI virtual agent, which based on Dialogue 41 00:02:43,700 --> 00:02:46,770 Flow is when I get the most questions on from contact center 42 00:02:46,770 --> 00:02:51,410 operators. This is a combination of some things there are 43 00:02:51,410 --> 00:02:54,210 net new and also things that are kind of just 44 00:02:54,210 --> 00:02:57,040 like next generation of tasks you already do for your 45 00:02:57,040 --> 00:03:00,300 contact center. I'd say the most relatable thing is the 46 00:03:00,300 --> 00:03:04,340 thing that most next generation. So, if say your program 47 00:03:04,340 --> 00:03:09,500 menu, oftentimes nowadays you'll use a keyword recognition system, something 48 00:03:09,500 --> 00:03:12,190 where if somebody says something like pay my bill, that 49 00:03:12,190 --> 00:03:14,720 will go to the pay bill menu and walk you 50 00:03:14,720 --> 00:03:18,140 through that. The next generation gear, when you actually using 51 00:03:18,140 --> 00:03:22,010 something like CCAI virtual agent is people can express themselves 52 00:03:22,010 --> 00:03:24,330 however they want and the system will still capture it. 53 00:03:24,620 --> 00:03:30,230 So, something like, " Hey, I want to pay my bill 54 00:03:30,230 --> 00:03:33,120 now. Is it possible to do it by a credit 55 00:03:33,120 --> 00:03:35,820 card?" It would be able to actually go and pick 56 00:03:35,820 --> 00:03:40,080 up that utterance and still classify the intent as being 57 00:03:40,080 --> 00:03:42,240 pay my bill, even though it was very open ended 58 00:03:42,240 --> 00:03:47,540 and freely expressed. I would say that menu replacements tend 59 00:03:47,540 --> 00:03:49,960 to be the first step that most people actually do 60 00:03:50,030 --> 00:03:52,080 when they use the system. And then they tend to 61 00:03:52,080 --> 00:03:54,110 move on to much more sophisticated use cases, where we 62 00:03:54,250 --> 00:03:58,110 do say automated diagnostics or a resolution of issues even 63 00:03:58,110 --> 00:08:22,800 if it's quite complex. a good one, everyone. AppFoundry Webinar Overcoming remote agent challenges with active voice biometrics [cutoff co_thick="2px"]Tuesday, December 8 at 8:00 AM PT Contact centers managers across all verticals want technology that not only streamlines remote agent productivity but also enhances security. One way to do this is with active voice biometrics authentication that occurs in an IVR — before a caller is even transferred to an agent. In this webinar, we’ll explore how implementing automation, self-service and robust security practices removes the burden on remote agents — especially for routine inquiries, transactions and interactions. LumenVox Active Voice Authentication is compatible with the Genesys Cloud™ platform and enables a quick, convenient and secure contact center authentication strategy that will decrease agent handle time and increase containment.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kz3cQAA"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox Webinar Bytes Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Watch these webinar bytes where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,540 So first and foremost, AI is here to stay. I 2 00:00:02,540 --> 00:00:06,350 don't think I have to tell anyone that. IDC estimates 3 00:00:06,350 --> 00:00:08,540 that this is a market that's going to grow to 4 00:00:08,540 --> 00:00:13,770 $ 97 billion by 2023, and that over 50% of 5 00:00:13,770 --> 00:00:17,290 interactions are going to be augmented or enriched by AI. 6 00:00:17,820 --> 00:00:20,260 But what we want to do is inspire any chief 7 00:00:20,260 --> 00:00:24,560 marketing officers or chief experience officers to understand how AI 8 00:00:24,560 --> 00:00:26,940 can help you in the contact center, to make sure 9 00:00:26,940 --> 00:00:29,540 that you have the ability to lobby for some share 10 00:00:29,540 --> 00:00:32,050 of market where your company wants to spend their AI 11 00:00:32,250 --> 00:00:37,640 dollars. The reason that is, is because you want to 12 00:00:37,640 --> 00:00:40,540 be able to differentiate the experience that you give your 13 00:00:40,540 --> 00:00:44,720 customers, and that requires being able to personalize every single 14 00:00:44,720 --> 00:00:48,890 one of those interactions. Now, the need for personalization is 15 00:00:48,890 --> 00:00:51,850 going to stretch beyond what is available on a customer 16 00:00:51,850 --> 00:00:57,420 data platform today. CDPs have the ability to store information 17 00:00:57,420 --> 00:01:00,320 about customers, but if you really want to take that 18 00:01:00,320 --> 00:01:05,030 next level on personalization, it's going to require stitching, enriching, 19 00:01:05,030 --> 00:01:07,690 and augmenting much of that data to be able to 20 00:01:07,690 --> 00:01:12,900 personalize the interactions. If we think about the fact that 21 00:01:13,290 --> 00:01:17,790 50% of these interactions will be augmented by AI, then 22 00:01:17,870 --> 00:01:21,150 we need to go beyond just a single interaction in 23 00:01:21,150 --> 00:01:23,670 a single channel to really be able to understand the 24 00:01:23,670 --> 00:01:28,320 context across many channels over the lifetime of a customer's 25 00:01:28,960 --> 00:01:32,140 relationship with a brand. So being able to harmonize and 26 00:01:32,140 --> 00:01:34,550 understand all of that context is going to be really 27 00:01:34,550 --> 00:01:39,780 important. No AI investment would be complete without the right 28 00:01:39,780 --> 00:01:42,590 level of analytics and reporting. So we want to make 29 00:01:42,590 --> 00:01:46,010 sure that you have the ability to really understand how 30 00:01:46,010 --> 00:01:51,630 your AI investment is performing, the optimization and really be 31 00:01:51,630 --> 00:01:57,170 able to fine tune this investment. Now, Forrester estimates in 32 00:01:57,170 --> 00:02:02,240 a survey last year that 53% of companies already have 33 00:02:02,240 --> 00:02:06,630 implemented or are implementing some form of artificial intelligence, and 34 00:02:06,630 --> 00:02:09,150 this is great because what we see is that we've 35 00:02:09,150 --> 00:02:13,670 passed critical mass. But it also means that 47% of 36 00:02:13,670 --> 00:02:17,660 companies have not yet deployed artificial intelligence. Now, there's a 37 00:02:17,660 --> 00:02:21,830 couple of barriers to adoption and that can range from 38 00:02:21,880 --> 00:02:26,790 being able to achieve it at scale, to security, to 39 00:02:26,790 --> 00:02:30,880 adoption, and even some of the conversational intelligence. But what 40 00:02:30,880 --> 00:02:33,790 I want to leave you with today is how Genesys 41 00:02:33,860 --> 00:02:37,050 is helping you overcome some of those challenges. So I'm 42 00:02:37,050 --> 00:02:40,430 going to go through these one by one. We have 43 00:02:40,430 --> 00:02:44,010 made a significant investment in a data science team that 44 00:02:44,030 --> 00:02:48,440 is very focused on AI ethics and algorithmic integrity, and 45 00:02:48,440 --> 00:02:50,980 to be able to deliver some of this AI at 46 00:02:50,980 --> 00:02:55,030 scale. So we have the ability to optimize, orchestrate and 47 00:02:55,030 --> 00:02:58,720 really automate many of these processes. For those of you 48 00:02:58,720 --> 00:03:02,120 that are Genesys customers today, that our Genesys Cloud, our 49 00:03:02,120 --> 00:03:06,470 Genesys Engage and our PureCloud platforms are all 100% secured to 50 00:03:06,470 --> 00:03:07,040 the core. AppFoundry Webinar How voice technology changes the customer experience [cutoff co_thick="2px"]DECEMBER 1 AT 8:00 AM PT Voice technology is transforming the customer experience in the contact center for the better. Gone are the days when voice wasn’t accurate enough or available in enough languages. Having accurate any-context speech recognition at the foundation of your automation technologies can enhance and change the way you operate your contact center. And that can empower you to deliver exceptional customer experiences. In this webinar, Piet Knight from Speechmatics explains how voice technology is the future of enhanced customer experiences — and why you should look to integrate voice technology into your workflow today.[mktoform cta_header="REGISTER NOW" cta_button="Register today!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxvmQAA"] Meet the Speaker Pieter Knight Senior Executive Speechmatics Webinar Bytes Five successful habits of a CX Hero [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,689 The first habit is establishing a set of skills that 2 00:00:02,689 --> 00:00:05,210 every agent should have. And as you see on this slide 3 00:00:05,210 --> 00:00:08,360 here, we have listed 10 skills that we at Genesys 4 00:00:08,360 --> 00:00:11,460 feel are really important skills. These are certainly not every 5 00:00:11,460 --> 00:00:16,230 skill, but this is a really good, basic set of 6 00:00:16,230 --> 00:00:19,160 skills that we think are important. So, as you have a 7 00:00:19,160 --> 00:00:23,530 chance to look at this Katarina from your point of 8 00:00:23,530 --> 00:00:26,860 view, which two of these skills do you think are 9 00:00:26,860 --> 00:00:30,860 the most important to providing good customer service? Or if 10 00:00:30,860 --> 00:00:32,469 you see a skill that's not on here, is there 11 00:00:32,469 --> 00:00:37,000 something that's missing here that you think is an important skill? Yeah, 12 00:00:37,000 --> 00:00:41,530 I would like to choose all of them, but I 13 00:00:41,530 --> 00:00:45,510 would like to keep it to a smaller[ inaudible 00: 14 00:00:45,520 --> 00:00:49,180 02: 55]. In order to reach our vision, that is 15 00:00:49,180 --> 00:00:52,730 to be the most customer- friendly company, I think that 16 00:00:52,730 --> 00:00:57,150 it's very important that advisors like Jacob is a good 17 00:00:57,150 --> 00:01:03,290 listener to the customer and also to be assertiveness to 18 00:01:03,290 --> 00:01:09,150 the customer's needs and also get on the same level 19 00:01:09,210 --> 00:01:12,780 as the customer. So, that's very important, but I think 20 00:01:12,780 --> 00:01:16,380 the most important thing for us is that our advisors 21 00:01:16,380 --> 00:01:22,180 are genuine and themselves because that's creates a relation with 22 00:01:22,180 --> 00:01:27,260 the customer and that's very, very important for us. Yeah. 23 00:01:27,260 --> 00:01:29,810 That makes a lot of sense. That authentic bond with 24 00:01:29,810 --> 00:01:32,490 a customer that lets them know that you're truly listening 25 00:01:32,490 --> 00:01:34,950 to them and you truly understand where they're coming from. 26 00:01:36,920 --> 00:01:40,430 Yeah. Yeah. Jacob, what about you? You are talking to 27 00:01:40,430 --> 00:01:44,360 customers all the time. Looking at this list here, which 28 00:01:44,360 --> 00:01:50,230 two skills are most important? I think I put the 29 00:01:50,230 --> 00:01:53,590 two of them together as one actually, and it's listening 30 00:01:53,590 --> 00:01:57,150 and attentiveness. I put this one because I think they 31 00:01:57,150 --> 00:02:00,950 go kind of hand in hand. I think it's very 32 00:02:00,950 --> 00:02:05,530 important to listen and to also pay attention because then 33 00:02:05,530 --> 00:02:08,690 you can pick up the things that the customer is 34 00:02:09,020 --> 00:02:14,070 maybe not telling you because, in my experience, they don't 35 00:02:14,070 --> 00:02:18,460 give their every need at once when they call you 36 00:02:18,460 --> 00:02:21,110 because they might be nervous or they have waited for 37 00:02:21,120 --> 00:02:25,639 a long time. So, it's about reading the signals and 38 00:02:25,650 --> 00:02:29,480 just listening and paying attention to what they say. And 39 00:02:29,480 --> 00:02:33,420 then you can find many more needs than the one 40 00:02:33,510 --> 00:02:38,100 recent, that they are calling you. And after that, it's 41 00:02:38,410 --> 00:02:43,760 resourcefulness that I took because when you listen and you 42 00:02:44,389 --> 00:02:47,520 find all the things that the customer needs, then you 43 00:02:47,520 --> 00:02:51,430 also need to be creative to solve the issue. Because 44 00:02:51,660 --> 00:02:55,320 many times it's might not be our services that is 45 00:02:55,500 --> 00:02:59,460 the best solution for the customer. It might be something 46 00:02:59,460 --> 00:03:01,970 else. So, you will have to be creative and see 47 00:03:03,740 --> 00:03:08,120 in what way you can help the customer. And I 48 00:03:08,120 --> 00:03:12,579 also want to agree with Katarina on being on the 49 00:03:12,579 --> 00:03:16,170 same level as the customer is important like you speak 50 00:03:16,170 --> 00:03:19,850 the same language. And so you kind of have to 51 00:03:19,850 --> 00:03:25,720 be like a chameleon. You have to adapt to who you 52 00:03:25,720 --> 00:03:29,310 talk to and speak their language. So they understand you 53 00:03:29,310 --> 00:03:32,210 and that you feel a special connection with them. And 54 00:03:32,210 --> 00:03:35,240 of course, it has to be genuine also. I think 55 00:03:35,240 --> 00:03:38,430 you can tell very clearly when someone is reading from 56 00:03:38,430 --> 00:03:41,560 a script or they have been trained to say certain 57 00:03:41,560 --> 00:03:42,070 things. Webinar Bytes Genesys + Zoom: Seamless cloud communications for great customer experiences [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,150 Now a little bit about Genesys. We have been around 2 00:00:03,150 --> 00:00:06,910 a long time. We're really uniquely positioned in this industry because 3 00:00:07,710 --> 00:00:11,900 now, when it becomes uniquely valuable, is that we're really 4 00:00:11,900 --> 00:00:15,360 a company that believes in self disruption and we've led 5 00:00:15,360 --> 00:00:19,260 continuous change after continuous change. And today is actually going 6 00:00:19,260 --> 00:00:23,590 to be no different. We started before cloud even existed, 7 00:00:24,020 --> 00:00:27,560 but today we're a global cloud company and we're going 8 00:00:27,560 --> 00:00:31,050 to talk about what that means as well. We've pioneered omni- 9 00:00:31,050 --> 00:00:36,420 channel multi- channel customer engagement because customers keep changing and 10 00:00:36,420 --> 00:00:39,790 more importantly, they are changing how they want to engage. 11 00:00:40,230 --> 00:00:45,390 So today now we power our customer's experiences with AI 12 00:00:45,600 --> 00:00:50,100 fueled by data, across multiple sources, using an agile cloud 13 00:00:50,100 --> 00:00:54,340 culture. And Genesys is really creating the one of the 14 00:00:54,340 --> 00:00:58,100 most scalable cloud- based customer experience platforms in the industry. 15 00:00:58,750 --> 00:01:01,680 But at the end of the day, it's the moment 16 00:01:01,680 --> 00:01:05,610 of truth that really matters. And, it's when that customer connects 17 00:01:06,120 --> 00:01:10,770 and they need help and we help our customers with 18 00:01:10,850 --> 00:01:14,790 billions of different customer interactions every year and all about 19 00:01:14,790 --> 00:01:18,029 helping our customers connect with their customers at that moment 20 00:01:18,200 --> 00:01:23,260 of truth. And as a result of that, customers worldwide, 21 00:01:23,290 --> 00:01:26,719 large global brands trust us with helping them connect with 22 00:01:26,719 --> 00:01:30,710 their customers. So it's great to be here, Randy, thanks 23 00:01:30,710 --> 00:01:35,440 for the opportunity to talk about Genesys and what we're doing with Zoom. All 24 00:01:35,440 --> 00:01:38,250 right. Now we're going to pivot over and talk to 25 00:01:38,290 --> 00:01:41,670 Neil. Same question. Tell us about, in a bit about 26 00:01:41,700 --> 00:01:45,710 Zoom? Yeah. So thank you, Randy. It's great to be 27 00:01:45,710 --> 00:01:48,640 here. So my name is Neil Levonius and I'm a 28 00:01:48,640 --> 00:01:52,320 product marketing lead for Zoom phone, our cloud phone system. 29 00:01:53,460 --> 00:01:56,950 So, you probably know what Zoom is. I think a 30 00:01:56,950 --> 00:01:59,750 lot of people are using it now and really what 31 00:01:59,750 --> 00:02:02,200 our story is? What our vision is? Is that we 32 00:02:02,200 --> 00:02:06,080 are creating a platform that enables video communications to empower 33 00:02:06,080 --> 00:02:10,490 people, to accomplish anything they want to be and to 34 00:02:10,490 --> 00:02:13,510 be always connected. And so when you think about the 35 00:02:13,510 --> 00:02:17,600 way we communicate today, it's radically changed. We have over 36 00:02:17,620 --> 00:02:22,200 300 million daily active meeting participants using the Zoom platform 37 00:02:22,200 --> 00:02:25,640 every day, and they're not just using it for video. 38 00:02:25,840 --> 00:02:29,620 We created this platform that does video. It does chat, 39 00:02:29,670 --> 00:02:34,779 it does phone calls, it supports conference rooms, large webinars 40 00:02:34,779 --> 00:02:37,529 like we're doing right now and all of these different 41 00:02:37,529 --> 00:02:40,330 things. And the reason why this has come about is 42 00:02:40,330 --> 00:02:45,930 because people need flexibility. They're working from everywhere. They're working 43 00:02:45,930 --> 00:02:48,400 on all of these different devices and they want a 44 00:02:48,400 --> 00:02:52,390 consistent user experience across everything. So when I think about 45 00:02:52,390 --> 00:02:54,529 my 14 year old daughter, she's going to be a 46 00:02:54,529 --> 00:02:57,800 sophomore in high school this year. And if I give 47 00:02:57,800 --> 00:02:59,700 her a phone call. If I call her on the 48 00:02:59,700 --> 00:03:01,980 phone like this, it freaks her out. She doesn't know 49 00:03:01,980 --> 00:03:03,700 what that is. She's not going to put a phone 50 00:03:03,700 --> 00:03:06,910 up to her ear because that's so strange. But if 51 00:03:06,910 --> 00:03:09,910 I send her a text message, she responds right away. 52 00:03:09,910 --> 00:03:12,580 Cause she's very happy using text. And then if she 53 00:03:12,580 --> 00:03:14,370 wants to get ahold of me in real time, what 54 00:03:14,370 --> 00:03:17,850 does she do? She FaceTimes me. She sends Zoom because 55 00:03:17,969 --> 00:03:21,310 people are shifting, the culture is shifting to being very 56 00:03:21,310 --> 00:03:24,590 comfortable with video. Now that doesn't discount any of the 57 00:03:24,590 --> 00:03:28,040 other modalities, then that's why you need a platform that 58 00:03:28,040 --> 00:03:30,730 can support all of them. Voice is still very important. 59 00:03:30,760 --> 00:03:32,830 It ends up being the lowest common denominator and how 60 00:03:32,830 --> 00:03:35,830 we communicate because it's a ubiquitous platform that can be 61 00:03:35,830 --> 00:03:38,530 found everywhere, but then people are very comfortable with chat, 62 00:03:38,600 --> 00:03:41,670 SMS and then video, when you want to have that 63 00:03:41,670 --> 00:03:45,060 more personal touch. So that's what the Zoom platform has 64 00:03:45,060 --> 00:03:48,390 really been designed for. And then partnering with companies like 65 00:03:48,410 --> 00:03:52,510 Genesys to bring our capabilities together, to provide this really 66 00:03:52,510 --> 00:03:55,840 best of breed solution is very exciting. Exclusive live demo webinar Take control of digital channels with predictive engagement [cutoff co_thick="2px"][webinarschedule]Website traffic is on the rise. So, prioritizing, engaging and personalizing every customer experience can be tricky. The right solution lets you monitor real-time web traffic to broaden customer journey data. And that means you can create experiences that drive business results in your contact center. In this live demo webinar, you’ll see how predictive capabilities give you the data needed to tailor customer experiences and drive results. The solution allows you to: Understand your customers Identify what your customers need to route to the best resources Know when to engage customers during their journeys on the most effective channel [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxqXQAQ"] Meet the Speakers Richard McCrossan Digital AI Sales Lead Genesys Joe Ciuffo Director, Product Marketing Genesys Demo Webinar Integrate Microsoft Teams with Genesys Cloud Simplify communication and collaboration for great customer experiences [cutoff co_thick="2px"][webinarschedule]With more employees working from home, businesses must adapt. Keeping employees connected and engaged is a challenge. This has led to an uptick in collaboration tools like Microsoft Teams. The Genesys CloudTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences — from anywhere. In this on-demand demo, you’ll learn how a single collaboration interface can: Boost agent productivity Improve first-contact resolution Drive personalized experiences Build customer loyalty We’ll also highlight the native integration between Genesys Cloud and Microsoft Teams. And, for a limited time, you can get free integration of Microsoft Teams and the Genesys Cloud platform. Learn more.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kxdnQAA"] Meet the Speakers Chris Connolly Vice President, Solution Strategy Genesys Mike Ammerlaan Director, Product Marketing Microsoft 365 Ecosystem Trey Buck Senior Product Manager Genesys Analyst Webinar CCaaS in 2020: Trends informing the movement [cutoff co_thick="2px"][webinarschedule]Contact center as a service (CCaaS) has evolved into an essential part of every business. From enabling remote agents to facilitating cloud migration, to adding digital channels, there has been a push for flexibility, agility, scale and speed. The Integral Care of Travis County in Texas and Genesys are combining forces to lead the conversation on how a historically slow-to-change industry is evolving to meet customer and employee needs. Join guest speaker Art Schoeller, Vice President, Principal Analyst at Forrester Research, Sunila Levi, The CIO at The Integral Care of Travis County in Texas and Fernando Egea, Vice President, Strategic Solutions at Genesys to: Learn how the CCaaS landscape has changed Discover contact center solution buyer trends Hear considerations for moving your contact center to the cloud [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxWNQAY"] Meet the Speakers Guest Speaker: Art Schoeller VP, Principal Analyst Serving Application Development & Delivery Professionals Forrester Research Guest Speaker: Sunila Levi Chief Information Officer Integral Care Fernando Egea VP, Strategic Solutions Genesys Webinar Bytes 5 things to consider when building chatbots [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Keep your customers happy, avoid the avalanche of interactions across channels and lower your costs to serve by deploying chatbots as a powerful tool to answer rising expectations. Learn to create chatbots that improve the customer experience, instead of increasing customer frustration. Meet your customers on every channel, at any time, without driving up costs or overwhelming your agents. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Product Marketing Director Genesys Torsten Moritz Service Owner Communication Systems Bosch Service Solutions [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,160 So maybe a short introduction, not about Bosch, I think 2 00:00:03,160 --> 00:00:07,610 you all are familiar with the company, most of you will have some dishwashers, 3 00:00:08,160 --> 00:00:12,430 other devices at your house. So Bosch is kind of a very huge company with multiple divisions. This is one of the reasons or one of 4 00:00:12,430 --> 00:00:28,080 the backgrounds we need to understand for our use cases. So one of the interesting story of Bosch is the amount 5 00:00:32,180 --> 00:00:54,010 of employees and what I outlined also, the amount of divisions we have. As it's on the first slide, I'm belonging to Bosch Service Solutions, which is an owned division. We are doing business process outsourcing, so we are on BPO provider for internal and external customers. So I 6 00:00:54,010 --> 00:00:57,240 wanted to give you the framework where we are working in and 7 00:00:57,240 --> 00:01:04,590 also how the Genesys platform fits into our business. So you're all familiar with 8 00:01:04,590 --> 00:01:07,930 Bosch so let's move over to my division, Bosch Service Solutions. I will then go over to the next slide, so Bosch Service Solutions started out of a called devices were 9 00:01:07,930 --> 00:01:41,589 delivered by Bosch and the missing part was the customer service. And out of this distribution become an a BPO provider, so the footprint is quite large. So the 10 00:01:41,589 --> 00:01:45,140 variety of different customers we have is quite big. So 11 00:01:47,310 --> 00:01:58,950 different countries, different divisions, different areas of consumer services, so 12 00:01:59,560 --> 00:02:07,130 that lead to a huge demand of diversity in our portfolio for our chatbots and other services we offer with the 13 00:02:07,130 --> 00:02:33,940 Genesys platform. So looking over to the different services we offer at our division, the area where we focus now with this webcast is the customer experience services. As you see different deliveries and they really, at the end, most likely covering all of your businesses, so we're doing a different 14 00:02:35,270 --> 00:02:38,730 business tenure but at the end, I think we're not 15 00:02:38,730 --> 00:02:42,070 BPO but we are covering most likely from the content, 16 00:02:42,070 --> 00:02:45,500 one of your businesses where you're from. So at the 17 00:02:45,500 --> 00:02:49,480 end, the things I'm trying to outline today are more 18 00:02:49,480 --> 00:02:52,880 general but it should be able for you to pick 19 00:02:52,880 --> 00:02:56,350 up or to reuse when you try to integrate both and 20 00:02:56,350 --> 00:03:00,899 be successful with this. One of the major topics next 21 00:03:00,899 --> 00:03:06,940 to the variety of areas is the amount of locations we're 22 00:03:06,940 --> 00:03:11,300 operating the Genesys platforms. On the bottom you can see 23 00:03:11,380 --> 00:03:15,880 a different location from our division and on 15 locations 24 00:03:16,510 --> 00:03:20,260 we're running the Genesys platforms. So out of this we have 25 00:03:20,890 --> 00:03:25,390 a huge demand of different requirements when it comes to 26 00:03:25,390 --> 00:03:41,740 legal requirements, local requirements and so on. The combination of these different source of have a huge impact on how we build up our platform and how we're pushed to deliver new functionalities and also adapt to the market. The name in our terms for the Genesys platform is Unified Communications platform and as 27 00:03:59,070 --> 00:04:20,840 I mentioned, 15 different locations all connected to one single platform and because of this customer demand, we're doing a lot of integrations to what's difference systems and also in distribution case, also different bot platforms. So I think that's kind of unique, most likely you will start with one bot and then try to build it up for your customers for this bot. In our case, we did multiple ones. AppFoundry Webinar Enhance customer experience with improved audio performance [cutoff co_thick="2px"]NOVEMBER 4, 2020 AT 8AM PT Contact centers are transforming from their traditional agent structures, focusing on omnichannel and artificial intelligence (AI)-driven capabilities that improve customer satisfaction and loyalty. Still, voice continues to play an essential part in customer support, as most customers prefer the human interaction and feelings of empathy that AI don’t provide. Advanced headset technologies can improve both the customer experience and the well-being of contact center agents. In this webinar, we’ll cover the latest integration of EPOS headsets with the Genesys® PureConnect™ platform to learn the importance of active-noise cancellation in headsets. We’ll also dive into EPOS technologies like ActiveGard® and EPOS Manager to explore how these tools can help you manage, control and schedule software updates. Sign up for the webinar, “Enhance customer experience with improved audio performance” to learn how to create comfort and audio perfection in the hybrid workplace — and for remote workers.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCSQAY"] Meet the Speakers Jurate Beniulyte Head of Strategic Alliance EPOS Carsten Steffensen Global Technical Alliance Manager EPOS AppFoundry Webinar Reduce handle times and improve customer experience with instant video calls [cutoff co_thick="2px"]October 29, 2020 AT 8:00 AM PT Augmented reality (AR) video technology can empower agents to solve issues in half the time of traditional phone calls. Connect with customers instantly over video — without having to install an app or schedule a meeting. Whether you need to support a product, start an insurance claim or simply consult with remote patients, video can save time. Attend this webinar to learn how to implement video as a support channel and offer best-in-class support immediately. Video calls with your customers can reduce handle times and improve customer experience. See what your customer is seeing while using enhanced augmented reality (AR) features. Tethr It Now offers the fastest video connection for all devices through the Genesys CloudTM platform. After instantly connecting with your customers, your agents will have access to these features: AR live pointer AR picture capture AR annotations Co-browse capabilities Screen-share documents Ability to share/view photos taken on customer devices Ability to geolocate a device Three-way calling with another technical expert in your company Sign up now for the webinar to see why top companies choose video calling to provide best-in-class customer support.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCNQAY"] Meet the Speakers Sam Hampton CEO Tethr It Now James Richerson Principal Tethr It Now AppFoundry Webinar Maintain work-from-home productivity and compliance with remote monitoring [cutoff co_thick="2px"]October 22, 2020 AT 8:00 AM PT Contact centers managers must supervise agents to ensure productivity and engagement remain high — and that sensitive information is safe. But the shift to working from home has made this increasingly difficult. Agent Interact improves on-premises supervision and restores direct, visual monitoring of remote staff. It uses webcams and automated actions to deliver visual proof that team members are productive and adhering to compliance regulations — without taxing bandwidth. Agent Interact lets you: Protect sensitive data Maintain regulatory “clean desk” compliance Enhance productivity Enable team knowledge Facilitate onboarding Agent Interact is the only monitoring solution designed for global team supervision. It integrates with the Genesys Cloud™ platform and offers an alternative to Zoom and Google Meet.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kx9nQAA"] Meet the Speakers Matt Gabrielson President Trendzact John Dixon Client Success Trendzact Hui Wu-Curtis President/COO World Connection BPO Ian Roberts Director, Care Operations & Technology Quicken MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,340 So first of all, let me introduce you to the 2 00:00:03,340 --> 00:00:10,980 research that we will be presenting today. In December, 2019 3 00:00:10,980 --> 00:00:15,230 and January, 2020, we conducted a global survey of about 4 00:00:15,290 --> 00:00:19,810 1000 AI leaders, C level executives, heads of sales and 5 00:00:19,810 --> 00:00:23,330 marketing all across the world, so in Latin America, North 6 00:00:23,330 --> 00:00:27,280 America, Europe, the middle East and Africa and Asia Pacific. 7 00:00:27,570 --> 00:00:29,780 And the questions that we asked them are here on your screen. 8 00:00:29,780 --> 00:00:33,620 So what is the status of AI adoption globally? And 9 00:00:33,620 --> 00:00:36,730 what are the leading use cases? What are the benefits 10 00:00:36,730 --> 00:00:39,830 that companies are seeing through AI adoption so far and 11 00:00:40,250 --> 00:00:43,430 what are some of the obstacles? And then lastly, the idea of 12 00:00:43,470 --> 00:00:47,020 data sharing. So how are companies looking at the data sets that 13 00:00:47,020 --> 00:00:50,950 they have thinking about the potential benefits that could be 14 00:00:50,950 --> 00:00:54,990 gained if they share that data with third parties and 15 00:00:54,990 --> 00:00:56,490 what would it mean? What would they need to see 16 00:00:56,490 --> 00:00:58,880 in order to jump into this new world of data 17 00:00:58,880 --> 00:01:03,280 sharing? So with that, let me dive straight into some 18 00:01:03,280 --> 00:01:07,740 of the results of the survey. So the headline finding 19 00:01:07,740 --> 00:01:12,030 is that of the large companies that we surveyed, by 20 00:01:12,030 --> 00:01:16,360 the end of 2019 about 87% said that they were 21 00:01:16,360 --> 00:01:20,620 using AI somewhere in their business operations and the chart 22 00:01:20,900 --> 00:01:25,120 that's on your slide here shows the industries that are 23 00:01:25,140 --> 00:01:29,789 perhaps furthest ahead in this AI journey. And we see 24 00:01:29,789 --> 00:01:35,730 that financial services has really high expectations of AI. The 25 00:01:35,730 --> 00:01:39,740 question is within three years, approximately what percentage of your 26 00:01:39,740 --> 00:01:43,700 business processes will use AI? So you can see financial 27 00:01:43,700 --> 00:01:47,480 services is the furthest ahead. And they just have so 28 00:01:47,480 --> 00:01:53,180 many use cases from customer processes to back office operations, 29 00:01:53,480 --> 00:01:58,730 to risk management, to portfolio management, to cybersecurity. So they're 30 00:01:58,730 --> 00:02:07,840 actually very mature in using AI in the business. So 31 00:02:07,840 --> 00:02:14,240 next we looked at what are the largest AI use 32 00:02:14,240 --> 00:02:19,130 cases globally. And we saw the lead finding is that 33 00:02:19,300 --> 00:02:23,950 quality control followed by customer care and support and cybersecurity 34 00:02:23,950 --> 00:02:29,360 are the leading use cases globally. And if we think 35 00:02:29,360 --> 00:02:34,410 about quality control, there are just so many different ways 36 00:02:35,050 --> 00:02:37,730 that might look like depending on what industry you're in, whether you're in 37 00:02:38,700 --> 00:02:42,770 pharma or manufacturing, you might be using a different array 38 00:02:42,820 --> 00:02:46,270 of AI technologies for that use case, but that is 39 00:02:46,270 --> 00:02:47,360 the leading use case Webinar Bytes Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTkxMyUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxMTQ0OSUyNm1vbWVudElkcyUzRDExNDUxJTI2bW9tZW50SWRzJTNEMTE0NjAlMjZtb21lbnRJZHMlM0QxMTQ1MyUyNm1vbWVudElkcyUzRDExNDU1JTI2bW9tZW50SWRzJTNEMTE0NTglMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFJTBBJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwOffering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. Watch the full webinar by clicking this link.[cutoff] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Solution Strategy Genesys [cutoff]1 00:00:00,000 --> 00:00:02,830 we're going to look at some Insights from IDC, what the world 2 00:00:02,830 --> 00:00:05,750 looks like today, and really looking at how we unlock 3 00:00:05,750 --> 00:00:10,000 the power of artificial intelligence, and apply that in in 4 00:00:10,000 --> 00:00:14,540 Contact Center specifically. We're also going to have a panel discussion and please 5 00:00:14,540 --> 00:00:16,520 feel free to ask us questions now, or if you've 6 00:00:16,670 --> 00:00:18,770 got something that's on your mind, put under the Q& 7 00:00:18,770 --> 00:00:20,520 A window, because we're going to get to it very, 8 00:00:20,520 --> 00:00:23,780 very soon. We also want to talk about some of the things that 9 00:00:23,780 --> 00:00:26,690 you can do right away to improve your customer experience 10 00:00:26,760 --> 00:00:30,490 using artificial intelligence. As per our research across most industries, 11 00:00:30,690 --> 00:00:34,350 brands of all sizes have started to push heavily towards 12 00:00:34,390 --> 00:00:38,660 increased automation in their customer service, as well as employee 13 00:00:38,660 --> 00:00:47,340 self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" Most 14 00:00:47,370 --> 00:00:50,740 of these brands are now looking for conversational AI as one 15 00:00:50,740 --> 00:00:55,220 of the key drivers for that automation. And as conversational 16 00:00:55,420 --> 00:00:59,650 AI allows brands to use natural language processing and machine 17 00:00:59,650 --> 00:01:03,590 learning- based tools, to support both their customers and the 18 00:01:03,590 --> 00:01:10,510 agents who support these customers. And the conversational AI chatbots and voicebots, 19 00:01:10,980 --> 00:01:14,490 they're more sophisticated these days. But before I move on 20 00:01:14,490 --> 00:01:16,670 to the next slide, another very interesting stat that I 21 00:01:16,670 --> 00:01:19,470 want to share here is that we spend a lot 22 00:01:19,470 --> 00:01:21,800 of time talking to the end users and don't worry, 23 00:01:21,800 --> 00:01:25,490 there's still research as well, that what is really coming 24 00:01:25,490 --> 00:01:28,190 up and shaping up in addition to just the voicebots 25 00:01:28,190 --> 00:01:33,280 and chatbots is the computer vision effect to it. The computer vision 26 00:01:33,280 --> 00:01:37,420 has become more mature with image recognition achieving significant improvements. 27 00:01:37,530 --> 00:01:41,320 Thanks to deep learning techniques, computer vision, and CRM is 28 00:01:41,320 --> 00:01:45,050 very early stage. I guess, again, coming back to current 29 00:01:45,400 --> 00:01:51,270 times and the research that you've seen, how will the Contact Centers adapt in to the modern world and 30 00:01:51,270 --> 00:01:58,260 the things that are going on today? Absolutely. It's not an easy thing, but I always love 31 00:01:58,260 --> 00:02:01,130 to say this, " There's no choice." Customers have to do 32 00:02:01,130 --> 00:02:05,910 this in order to be innovative, providing, improving on the 33 00:02:05,910 --> 00:02:09,730 customer experience, but at the same time, not compromising on 34 00:02:09,730 --> 00:02:12,650 the operational efficiency. And it's a great balance that customers 35 00:02:12,650 --> 00:02:16,490 need to do. I was going to say, the business driver, what we're seeing is, now 36 00:02:16,490 --> 00:02:20,400 the customer will come and first think about operational efficiency, cost reduction 37 00:02:20,400 --> 00:02:22,710 are the first thing they have in mind. But the 38 00:02:22,740 --> 00:02:26,590 reality is, when you start doing a Contact Center and 39 00:02:26,590 --> 00:02:29,730 put Contact Center AI in your Contact Center, you're really 40 00:02:29,730 --> 00:02:33,280 transforming your customer experience across all channels. And the business 41 00:02:33,280 --> 00:02:36,560 drivers to provide a coherent experience when you're on chat, 42 00:02:36,610 --> 00:02:38,390 when you're on voice, when you're on your web, or 43 00:02:38,390 --> 00:02:42,730 your mobile app, where the engine behind it, the AI 44 00:02:42,730 --> 00:02:46,070 behind is able to manage across those channels, switch channels, understand 45 00:02:46,480 --> 00:02:49,170 what was said, the context, the past history, et cetera, 46 00:02:49,350 --> 00:02:53,850 and provide you a unique voice for the company to 47 00:02:53,850 --> 00:02:57,730 that customer or that user, if talk about organizations. I 48 00:02:57,730 --> 00:03:01,090 want to maybe echo something that you said there, about providing 49 00:03:01,760 --> 00:03:05,510 empathetic customer experiences. And now more than ever, I feel 50 00:03:05,510 --> 00:03:08,200 like we need to have empathy for our fellow human. 51 00:03:08,230 --> 00:03:12,060 We're all going through something we know this is a generational thing. 52 00:03:12,670 --> 00:03:16,600 Something we haven't seen in many generations. So, what we're 53 00:03:16,860 --> 00:03:23,140 experiencing now is different, but crisis creates opportunity. And we're 54 00:03:23,140 --> 00:03:26,810 also seeing that this is actually being a bit of 55 00:03:26,810 --> 00:03:29,800 a non dialogue, as you said, Ritu, to some of 56 00:03:29,800 --> 00:03:36,790 the applications of AI. I An Agent Assist as you 57 00:03:36,790 --> 00:03:39,150 said, is a little newer in it's technology, but it's 58 00:03:39,150 --> 00:03:42,570 really a breakthrough that's been enabled by the advent of 59 00:03:42,570 --> 00:03:45,170 voice and speech to text in particular, speech to text 60 00:03:45,260 --> 00:03:52,170 technologies. Google has a long history of trying to understand 61 00:03:52,170 --> 00:03:55,830 speech either through understanding YouTube videos, to be able to 62 00:03:55,830 --> 00:03:59,610 search them and remove hate speech in YouTube videos. Either 63 00:03:59,610 --> 00:04:03,090 through a Google Home Assistant, and understand all the requests 64 00:04:03,090 --> 00:04:05,930 from users, that's millions and millions of requests every year. 65 00:04:07,530 --> 00:04:12,360 And also through transcription of voice messages on phone. You 66 00:04:12,360 --> 00:04:16,080 have Google voice and you can do your voicemail transcription. 67 00:04:16,080 --> 00:04:19,380 Genesys has some artificial intelligence technology on its own with something 68 00:04:19,380 --> 00:04:22,110 we call Predictive Web Engagement, that allows you to engage 69 00:04:22,110 --> 00:04:25,140 customers based on all of the data that we know 70 00:04:25,140 --> 00:04:27,430 and drive them to an experience that is very best 71 00:04:27,430 --> 00:04:32,620 for them. Sometimes that's a human. Sometimes that's a piece of content. Other times that's a 72 00:04:32,620 --> 00:04:36,600 bot. And using that upfront decision logic in an orchestration, 73 00:04:36,770 --> 00:04:40,410 we can really optimize that end to end customer experience 74 00:04:40,570 --> 00:04:42,930 and bring in the technology at the right time. Monthly Demo See Genesys Cloud in action: Level up employee engagement with gamification [cutoff co_thick="2px"][webinarschedulesingle]Competition, collaboration, achievement and recognition can all be natural motivators. When used in the contact center, gamification tools zero in on these intrinsic motivations, focusing on agent behavior and playing to specific strengths. Plus, gamification tools are intuitive and easy to use — you can install and use them in a matter of days. Join us for the upcoming Genesys Cloud Demo, where we walk through using gamification in the call center. See how these tools work for agents and team leads. Learn how to boost customer experience and employee satisfaction with gamification tools.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwsXQAQ"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys [this_page_title] [cutoff co_thick="2px"]Part of what keeps your brand on top is the technology stack you've built to deliver on your company's customer service experience. But if that tech stack is lacking a clear path to cloud built with proprietary systems, locked into single-vendor solutions, propped up by forklift upgrades it will not meet the challenges of today's dynamic service environment. In this keynote session, John Hernandez will share insights from top brands who have found security in flexibility. Follow their unique multicloud paths to contact center software deployments that improve customer experience and workforce engagement. You'll walk away with clear options to bring flexibility and control to your technology stack.[mktoform cta_header="Watch the keynote" cta_button="Watch on-demand now" cms_hold="RG" cid_id="7011T000001kwZoQAI"] Meet the Speaker John Hernandez SVP and General Manager, Genesys Engage Analyst Webinar Top five ways to prepare your contact center for a post-pandemic world [cutoff co_thick="2px"][webinarschedule]Recent months have been about survival. But now, it’s time to look at how to further optimize your contact center for everything that comes next. Join Ken Landoline, Principal Analyst of Customer Engagement at Omdia, and Jason Alley, Senior Director of Product Marketing at Genesys, to learn how you can optimize your call center technology and build high-performance teams — whether they’re working from home, in the office or a mix of both. You’ll walk away empowered to take your contact center to the next stage and you’ll gain a deeper understanding in how to: Optimize your business processes and foster greater collaboration across remote and in-office teams Build high-performing teams with tools that deliver exceptional experiences across all channels Set up your teams for success with better performance management and coaching [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwN9QAI"] Meet the Speakers Jason Alley Senior Director, Product Marketing Genesys Ken Landoline Principal Analyst, Customer Engagement Omdia AppFoundry Webinar Reinventing speech synthesis for personalized CX and brand [cutoff co_thick="2px"]AppFoundry On-demand Webinar Conversational AI and contact center customer experience (CX) personalization are challenging the conventional approach to speech synthesis (text-to-speech). Your digital assistants and virtual agents are your brand ambassadors and it’s time to move beyond synthetic voices that are stuck in one style, monotonic, off-the-shelf or unbranded. Learn how groundbreaking Speechmorphing speech synthesis technology and solutions can help you build your brand and elevate your customer experience with personalization.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG3QAI"] Meet the Speaker Shing Pan VP Marketing and Business Development Speechmorphing AppFoundry Webinar Make quality and compliance certain, using AI, in a time of uncertainty [cutoff co_thick="2px"]Thursday October 1, 1:30 PM AEST (New South Wales) Managing a team has many moving parts, and the new COVID-19 norm of working from home has only increased these challenges. Delivering a great customer experience with remote agents takes a new level of clarity and insight to demystify the unknown. Revolutionary technology from Daisee provides automated analysis and insight of 100% of your customer interactions. It uses artificial intelligence (AI) and machine learning to automatically derive meaning within a conversation, accurately and in near-real time. Tune in to hear: How AI is being used to accurately automate the analysis of customer interactions How MYOB improved their sales effectiveness using Daisee and lifted CSAT and NPS scores How to apply automated quality assurance on every customer interaction with the Daisee App for Genesys Cloud Register now, and you'll also see the world’s first digital Programmable Scorecard™ from Daisee, and how it transforms 100% of your interaction data into action for your team.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG8QAI"] Meet the Speakers Richard Kimber CEO & Founder Daisee Steve Targus Contact Center Operations Manager MYOB AppFoundry Webinar A look at voice biometrics and why you should care [cutoff co_thick="2px"]Customers expect good service that predicts their needs and delivers on their expectations. And they look to contact center agents for answers. But those agents need to be sure they're speaking with the actual customer they should be speaking with — over the phone. This makes fraud reduction a top priority — and this is where voice biometrics comes in. As major financial institutions, healthcare providers and government agencies turn to active voice authentication to verify claimed identities over vulnerable voice channels, the growth of voice biometrics is exponential. Join us on Tuesday, September 22, 2020 at 8 AM PT, for a webinar that explores the world of voice. Learn what makes voice biometrics so user-friendly, verticals of adoption, compatibility with the Genesys Cloud™ platform, sales tactics and available resources. With LumenVox Active Voice Authentication technology, ensure you are providing a quick, convenient and secure authentication strategy to make your customers' contact center shine.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwFyQAI"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox On-Demand Webinar Game on: Engage your at-home workforce [cutoff co_thick="2px"][webinarschedulesingle]Now more than ever, you need the right tools to adapt to change, manage your workforce and keep employee morale and productivity high. Join us as we kick off the Genesys gamification enablement series and learn how to get the most out of Genesys Cloud Workforce Engagement Management (WEM). Challenge yourself to up-level your operations, employee engagement and customer satisfaction. Hear from Genesys experts and customers on how to: Take advantage of the advanced (WEM) tools in Genesys Cloud Motivate your remote employees and boost performance by introducing gamification Earn GCAP points and badges through the Genesys Gamification Event Series Use the Genesys Community to get answers, access the latest resources and connect with peers to discuss everything WEM To take full advantage of all WEM has to offer, learn more about our 60-day free trial.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kwDxQAI"] Meet the Speakers Merijn te Booij Genesys Cloud General Manager, Employee Engagement Solutions Genesys Pascal Leclerc Director, Solutions Genesys Marcela Areiza Product Marketing Manager Genesys Demo Webinar [this_page_title] [webinarschedulesingle][cutoff co_thick="2px"]It’s estimated that by 2022, there will be 28.5% more real-time interactions than there are today. The only way for many businesses to manage this is with modern technology. Bridge the service gap with bots to automate basic tasks and ease the burden on agents, and you’ll handle more interactions without sacrificing customer experience. Artificial intelligence (AI)-powered chatbots let your business connect with customers at exactly the right time. So, callers can use self-service for simple issues and your agents are freed up to handle more complex interactions. In our August Genesys CloudTM Demo, you’ll see the new Genesys Dialog Engine. Learn how bots are managed in Genesys Cloud and how they integrate with other systems. Plus, we’ll build a bot, test it and publish it in real time. Join us to see how Genesys Cloud prepares you for the future.[mktoform cta_header="REGISTER NOW!" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001kvmXQAQ"] Meet the Speaker JJ Earle-Henson Sr. Strategic Sales Consultant Genesys Innovations Webinar Genesys innovations — what’s new [cutoff co_thick="2px"]To create the best customer experiences you need the best solutions. Genesys continues to innovate across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, and outbound to give you more. Join Genesys product leaders for a quarterly webinar to learn about recent innovations and capabilities. They’ll dive into how these new capabilities and features can benefit your business and customer experiences — no matter what solution you use. Register now for this webinar to learn: What’s new in the Genesys CloudTM and Genesys EngageTM solutions How these innovations benefit your business The Genesys innovation strategy and what’s to come [webinarschedule] Plan ahead with our short agenda: General session: Key capabilities and innovations – Janelle Dieken, SVP, Product Marketing Solutions breakouts (held concurrently after general session) Genesys Cloud spotlight – Mike Szilagyi, SVP, Product Management Genesys Engage spotlight – Tod Famous, VP, Product Management, Genesys Engage [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" form_p_target="custom" cms_hold="RG" cid_id="7011T000001t9j3QAA" url="https://www.genesys.com/webinars/genesys-innovations-whats-new-thank-you-page"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP Product Management, Engage Genesys GovLoop Online Training: The Future of Customer Experience is in Automation [cutoff co_thick="2px"]A new wave of citizen experience is here. Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies are being deployed much more widely, however, many agencies are still slow to implement these solutions. Agencies can create better customer experience with automation. New government data from GovLoop and Genesys, shows that 62% of respondents see the biggest benefit of automation is allowing agents to focus on more complex services or problems. In this training, you’ll learn: How successful agencies have been able to overcome barriers to see enhanced citizen experience with automation tools. Results from a survey with GovLoop and Genesys on how automation could free up employees’ time to do more mission critical tasks. How automation could create avenues of self-service for customers who need information in real-time. [mktoform cta_header="Watch the training" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t9k1QAA"] Meet the Speakers Jodi M. Thompson Senior Principle Business Consultant, Genesys Jennifer Hill Management and Program Analyst, Bureau of the Fiscal Service, Department of Treasury AppFoundry Webinar Using data to drive agent performance [cutoff co_thick="2px"]Wednesday, August 26, 2020 at 8 AM PDT The novel coronavirus pandemic turned our world upside down. And you likely had to execute a quick, emergency plan to get your contact center agents the technology and resources necessary to work from home. Now that employees are settled into this new working dynamic, it’s time to measure performance. In the contact center, better agent performance leads to agent satisfaction — and that, ultimately, improves the customer experience. Agent scorecards give your managers and team leaders the performance insights they need – without the grind of manually pulling together the data. In this webinar, you’ll learn which data points to measure to gauge agent performance. Join us on August 26th to find out how the Brightmetrics Agent Balanced Scorecard helps you save time pulling the most useful data to improve your agents’ performance.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9aaQAA"] Meet the Speaker Matt Beatty EVP of Sales and Marketing Brightmetrics AppFoundry Webinar How to turbocharge your employee experience with data-led gamification [cutoff co_thick="2px"]Thursday, September 3, 2020 at 8 AM PDT With so many people working from home, it’s more important than ever to turbocharge your employee experience. Your business must produce repeatable and consistent customer experiences even as employee needs and customer demands continue to grow and change exponentially. Engaging your agents means building a culture of the right governance, affinity and connectedness. Attend this webcast to see how the Datagamz solution combines the science of actionable insights and gamification to bridge the gaps between employee experience and customer experience. You'll learn how to: Use Datagamz Analytics tool to draw actionable insights and identify gaps between employee and customer experience Deliver great customer experience by maintaining employee experience using gamification techniques Maintain agent and management connectedness using Datagamz TV broadcasts and game narratives [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9i0QAA"] Meet the Speakers Kunal Rahalkar CEO Datagamz Nadine Power Head of Product Engineering Datagamz Monthly Demo See Genesys Cloud in action: Salesforce Integrations [cutoff co_thick="2px"][webinarschedulesingle]Give your agents the CRM database information they need to serve your customers – without having to move between applications. Eliminate the time spent changing from one application to another during an interaction that frustrates customers and puts you and your agents in a tough spot. With the Genesys CloudTM solution, you can easily integrate with third-party applications like Salesforce so agents can reference customer information in the middle of an interaction — without leaving the platform. During the July Genesys Cloud demo, learn more about the Salesforce integration, including: How to embed Genesys Cloud into Salesforce Screen-pop cases based on an IVR selection Logging new records into Salesforce or combining them with existing records Creating cases upon receipt of a customer email How to integrate with Salesforce Einstein (AI) for keyword FAQs from webchat interactions [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t9B1QAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Webinar Bytes [Webinar Bytes] The new normal: Redefining business continuity We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. In these webinar bytes, join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd – South Africa Paul Bourdeaux Vice President, IT eFinancial [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,320 I normally work from home although I do travel a 2 00:00:02,330 --> 00:00:04,740 lot, so I probably spend half of my time at 3 00:00:04,740 --> 00:00:07,820 home and half of my time on the road. Some 4 00:00:07,820 --> 00:00:11,580 companies, for example, are considering, should we create a working 5 00:00:11,580 --> 00:00:15,220 from home model beyond the crisis? Sheila she certainly needed 6 00:00:15,220 --> 00:00:18,080 no introduction, her reputation in the contact center space and 7 00:00:18,080 --> 00:00:21,610 the customer experience space, procedure around the world in North 8 00:00:21,610 --> 00:00:25,170 America. We have about 400 call center agents that serves 9 00:00:25,170 --> 00:00:28,310 both sales agents, transfer agents, customer care reps, and as 10 00:00:28,310 --> 00:00:30,940 well as independent agents spread across the country. So to 11 00:00:31,200 --> 00:00:33,700 get us started with this conversation, I would first like 12 00:00:33,790 --> 00:00:36,750 to ask Sheila to give us her analyst perspective on 13 00:00:36,750 --> 00:00:39,470 the current state of customer experience and the impact that 14 00:00:39,760 --> 00:00:42,870 COVID-19 is having in the contact center space. And he's nodding 15 00:00:42,870 --> 00:00:46,350 because it's an important piece of research that a lot 16 00:00:46,350 --> 00:00:49,600 of us in the context center look forward to seeing 17 00:00:49,600 --> 00:00:55,360 that new data every year. And digital transformation, supplying better 18 00:00:55,360 --> 00:01:00,820 digital customer experience, meeting the demands of consumers who want 19 00:01:01,110 --> 00:01:05,440 better digital options from the organizations and the companies that 20 00:01:05,440 --> 00:01:09,250 they work with. So despite some slight differences in state 21 00:01:09,250 --> 00:01:13,340 government guidelines for COVID response, eFinancial chose to enable working 22 00:01:13,340 --> 00:01:15,490 from home for all of our agents and employees at 23 00:01:15,490 --> 00:01:17,780 the same time. Colin maybe the same question for you, 24 00:01:18,240 --> 00:01:21,140 what was the changes for your agents and are they 25 00:01:21,140 --> 00:01:24,780 working from home? And we're going to go back to that topic in 26 00:01:24,780 --> 00:01:27,180 a minute, but Paul, same question for you, how has 27 00:01:27,180 --> 00:01:30,460 the business been effective for you guys and disruption and 28 00:01:30,460 --> 00:01:33,200 customer experience and how are you mitigating it? So that 29 00:01:33,200 --> 00:01:36,330 was an initiative from our CEO, Tony Bates and his 30 00:01:36,330 --> 00:01:40,490 leadership and with constant communication and a lot of transparency 31 00:01:40,490 --> 00:01:43,030 and very quickly shutting down our offices and making sure 32 00:01:43,030 --> 00:01:45,960 that everybody was okay and working from home and staying 33 00:01:45,960 --> 00:01:49,360 safe. So we'll be looking a lot more at stuff like 34 00:01:49,430 --> 00:01:53,180 customer self- help stuff like where your Genesys platform can 35 00:01:53,180 --> 00:01:55,840 bring all communications types into one space where we can 36 00:01:55,840 --> 00:01:58,650 actually make sense of that data and actually start delivering 37 00:01:58,650 --> 00:02:02,510 on what customers want. Some of those we can supply, 38 00:02:02,940 --> 00:02:05,640 even if the contact center is not in the cloud 39 00:02:05,640 --> 00:02:10,340 yet, but the vision should be to the point that 40 00:02:10,340 --> 00:02:12,880 was made earlier by Paul and Colin. So the question 41 00:02:12,880 --> 00:02:15,380 for you has this crisis and the fact that your 42 00:02:16,110 --> 00:02:18,970 agents are working from home, have been working from home 43 00:02:18,970 --> 00:02:20,830 now for a while. So just making sure that a 44 00:02:21,600 --> 00:02:23,700 bot is not just about call deflection, but it's also 45 00:02:23,850 --> 00:02:26,220 about being able to give context to an agents as 46 00:02:26,220 --> 00:02:29,140 to what the customer journey is from an eCommerce perspective. 47 00:02:29,140 --> 00:02:32,290 They're taking their contact center agents and moving them to 48 00:02:32,510 --> 00:02:35,590 cloud based solutions. So with that on behalf of Sheila, 49 00:02:35,660 --> 00:02:39,420 Barbara, Colin, and Paul, as well as the entire Genesys team, 50 00:02:39,540 --> 00:02:42,090 we thank you again for joining today's webcast, The New 51 00:02:42,090 --> 00:02:44,360 Normal Redefining Business Continuity. On-Demand Webinar Straight talk on end of support Expert advice on your contact center options [cutoff co_thick="2px"][webinarschedulesingle]If the technology that powers your contact center is nearing End of Manufacturer Support (EoMS), this will likely change the way you operate. It’s an opportunity to review your on-premises vs. cloud strategy, address security and compliance risk, and gain flexibility and resiliency to deal with unexpected business disruptions like Covid-19. Join independent industry consultant Steve Leaden, Founder and President, Leaden Associates, Inc and Fernando Egea, Vice President, Sales Strategy at Genesys to hear straight talk on what you need to know now to: Evaluate your options Imagine what’s possible Assess your current state Define a realistic path to close the gap and achieve measurable results [mktoform cta_header="Explore your options" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t9LpQAI"] Meet the Speakers Steve Leaden Founder and President Leaden Associates, Inc. Fernando Egea Vice President, Sales Strategy Genesys On-Demand Webinar The psychology of motivating contact center employees [cutoff co_thick="2px"][webinarschedulesingle]There has been a lot of compelling research that explores the ties between psychology and the effects of employee recognition on business results. Now you can use technology to put that research into action for your contact center. In this webinar, you’ll learn: What the latest psychological research says about motivating your contact center employees What demotivates employees more than anything else How to use contact center technology to keep employees engaged and motivated through gamification and regular recognition [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t94oQAA"] Meet the Speakers Randy Carter Product Marketing Architect Genesys Pascal Leclerc Director, Solutions Genesys Frank Pettinato CEO Avantive Solutions Webinar Bytes [Webinar Bytes] Managing change: From on-premises to cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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 from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. In these webinar bytes, join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. Better customer and employee experiences await. Take the next step by watching today. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,090 Two of the top questions 2 00:00:01,090 --> 00:00:02,860 I hear from customers is" 3 00:00:04,540 --> 00:00:05,960 Why do change management in 4 00:00:05,960 --> 00:00:07,540 the first place?" And also, " 5 00:00:07,540 --> 00:00:08,960 How do other companies do 6 00:00:08,960 --> 00:00:11,260 change management?" So for today's 7 00:00:11,260 --> 00:00:13,220 conversation and we've talked about 8 00:00:13,220 --> 00:00:14,460 it before, we want to 9 00:00:14,460 --> 00:00:15,770 get your feedback and your 10 00:00:15,770 --> 00:00:17,330 insight. So I'm going to 11 00:00:17,330 --> 00:00:18,700 kick things over first to 12 00:00:18,700 --> 00:00:21,010 Laurie, and ask Laurie and 13 00:00:21,010 --> 00:00:23,200 then Julie, can you share 14 00:00:23,200 --> 00:00:26,570 with us what... about what 15 00:00:26,570 --> 00:00:28,380 change management means to you? 16 00:00:29,970 --> 00:00:34,630 Yeah. Thank you... It's one 17 00:00:34,630 --> 00:00:36,220 of my favorite topics. I 18 00:00:36,220 --> 00:00:37,070 got trained in it a 19 00:00:37,070 --> 00:00:38,540 long time ago and get 20 00:00:38,540 --> 00:00:40,090 to apply it on projects all 21 00:00:40,090 --> 00:00:41,260 the time as a consultant, 22 00:00:41,320 --> 00:00:42,080 I've worked with a lot 23 00:00:42,080 --> 00:00:43,990 of different companies. When I'm 24 00:00:43,990 --> 00:00:45,920 helping clients understand what we're 25 00:00:45,920 --> 00:00:47,390 talking about with change management, 26 00:00:47,390 --> 00:00:49,020 we say it's concepts and 27 00:00:49,020 --> 00:00:51,050 tools. Everyone understands that project 28 00:00:51,050 --> 00:00:53,310 management concept, but this is 29 00:00:53,310 --> 00:00:54,740 about helping, as you said, 30 00:00:54,740 --> 00:00:57,660 individuals and groups change. I 31 00:00:57,660 --> 00:00:58,410 like to think of it 32 00:00:58,410 --> 00:00:59,720 as a journey. Any project 33 00:00:59,720 --> 00:01:01,460 you're on a journey, and 34 00:01:01,460 --> 00:01:02,390 you want to bring everybody 35 00:01:02,390 --> 00:01:04,260 along successfully to that target 36 00:01:04,260 --> 00:01:06,430 destination, and you're going to 37 00:01:06,430 --> 00:01:07,510 hit some bumps. You're going 38 00:01:07,510 --> 00:01:08,830 to have some detours along 39 00:01:08,830 --> 00:01:10,650 the way and change management 40 00:01:10,650 --> 00:01:12,220 really helps everybody adjust and 41 00:01:12,220 --> 00:01:13,660 adapt as you go on 42 00:01:13,660 --> 00:01:15,280 that journey, and still hopefully 43 00:01:15,280 --> 00:01:16,000 end up at the right 44 00:01:16,000 --> 00:01:17,990 place together and able to 45 00:01:17,990 --> 00:01:18,990 get the benefits of that 46 00:01:18,990 --> 00:01:22,220 change. Good. Laurie, what's your 47 00:01:22,220 --> 00:01:25,920 insight to share? Yeah, thanks 48 00:01:25,920 --> 00:01:27,630 Laurie and so when I look 49 00:01:27,630 --> 00:01:29,230 at change management, I kind 50 00:01:29,230 --> 00:01:30,480 of... well I'm a project 51 00:01:30,480 --> 00:01:31,530 manager, so I view it 52 00:01:31,580 --> 00:01:33,000 from a project management and 53 00:01:33,000 --> 00:01:35,850 customer perspective. So anytime there 54 00:01:35,850 --> 00:01:37,280 is a project, there will 55 00:01:37,280 --> 00:01:39,830 be organizational changes that'll have 56 00:01:39,830 --> 00:01:40,940 to be thought through from 57 00:01:40,940 --> 00:01:43,120 a customer perspective and to 58 00:01:43,120 --> 00:01:45,000 Laurie's point, it's about identifying 59 00:01:45,000 --> 00:01:46,320 that bunch of people in 60 00:01:47,200 --> 00:01:48,450 a project. We call those 61 00:01:48,450 --> 00:01:49,760 the stake holders, and getting 62 00:01:49,760 --> 00:01:51,380 them bought into that vision 63 00:01:51,740 --> 00:01:52,850 and why the change is 64 00:01:52,850 --> 00:01:54,600 needed in determining the plan 65 00:01:54,600 --> 00:01:55,560 on how to get them 66 00:01:55,930 --> 00:01:58,780 to that desired state. So 67 00:01:58,780 --> 00:01:59,960 I feel like if you 68 00:01:59,960 --> 00:02:01,540 can create a framework or 69 00:02:01,540 --> 00:02:03,450 guard rails around that process, 70 00:02:03,760 --> 00:02:05,420 that really is very beneficial 71 00:02:05,420 --> 00:02:07,140 for organizations to be able 72 00:02:07,140 --> 00:02:08,730 to obtain and get to 73 00:02:08,730 --> 00:02:10,210 the goals of change management. FCW Cloud Summit: Innovation in Government: Best Practices When Migrating to the Cloud [cutoff co_thick="2px"]Moving to the cloud is a key step of the modernization process to achieve the agency mission, while serving citizens. Government and industry speakers at the FCW Cloud Summit shared their insight on why the question is no longer whether government agencies should move to the cloud, recognizing that many agencies are already on that journey. This session shares how migrating the contact center into the cloud enables the agency to achieve efficiencies, scalability, and security with FedRAMP. Agencies can achieve quick wins and prepare themselves for emerging technologies, such as automation and AI, and new capabilities.[mktoform cta_header="Watch On-Demand" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t8sxQAA"] Meet the Speakers Tony Pearson Solutions Consultant Leader Federal Public Sector Genesys AppFoundry Webinar Improve productivity while increasing customer satisfaction [cutoff co_thick="2px"]Wednesday, July 29, 2020 at 8 AM PDT Customer experience is everything. Customers expect you to have the tools in place to solve issues in a timely and effective manner. But, when there’s also added pressure to do more with less, increasing your call center and sales agents’ productivity is key. Join us to learn how you can leverage CTI to provide your agents with insight into your customer’s issues, drive agent productivity and increase reporting to make the right business decisions. In this webinar you’ll learn how to: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t8sEQAQ"] Meet the Speaker Jeff Knight VP of Sales Upland InGenius Analyst Webinar Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability [cutoff co_thick="2px"][webinarschedule]Offering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. You’ll also learn: Top three actions to improve the customer experience Primary business drivers and measured benefits of using AI for customer service How contact center AI can increase customer satisfaction, empower human agents and augment business insights [cutoff co_thick="2px"]1 00:00:05,040 --> 00:00:08,530 Good morning, evening, and afternoon everyone. This is Josh Reed 2 00:00:08,530 --> 00:00:11,010 from the digital events team here at Genesys, and let me be 3 00:00:11,010 --> 00:00:14,400 the first to welcome you all to today's webcast, Unlock 4 00:00:14,400 --> 00:00:18,810 the Transformative Power of AI for Contact Centers. As we 5 00:00:18,810 --> 00:00:20,510 always do, we're going to start off with a couple 6 00:00:20,510 --> 00:00:23,690 of brief housekeeping items. First off, if you experience any 7 00:00:23,690 --> 00:00:27,040 problems with viewing or listening to today's webcast, refresh your 8 00:00:27,040 --> 00:00:28,730 browser and make sure that it's up to date to 9 00:00:28,730 --> 00:00:33,090 support HTML5, as it usually fixes any console issues. Also, 10 00:00:33,090 --> 00:00:35,480 if you're having trouble seeing any of the windows, either 11 00:00:35,480 --> 00:00:38,070 the slide window or the webcam window, you can enlarge 12 00:00:38,070 --> 00:00:41,240 that window by dragging one of the corners and enlarging 13 00:00:41,240 --> 00:00:45,380 them in real time. And please note that this is an interactive 14 00:00:45,380 --> 00:00:48,650 experience between you and our three panelists today. Feel free 15 00:00:48,650 --> 00:00:51,180 to throw questions into the Q&A window, and we'll answer as 16 00:00:51,180 --> 00:00:53,830 many as we can at the end of our presentation 17 00:00:53,830 --> 00:00:57,920 today. However, sometimes as it does, if time gets away 18 00:00:57,920 --> 00:01:00,120 from us and we aren't able to read your question 19 00:01:00,120 --> 00:01:03,630 aloud during our live Q& A, will actually follow up 20 00:01:03,630 --> 00:01:05,990 with you via email within the next few business days. 21 00:01:07,280 --> 00:01:09,750 And also note, if you have to jump early or 22 00:01:09,820 --> 00:01:11,870 for any reason you feel like you're running out of 23 00:01:11,870 --> 00:01:14,870 time, don't worry. We actually are recording this. You'll receive 24 00:01:14,870 --> 00:01:18,410 an on- demand recording link via ON24 within the next few 25 00:01:18,410 --> 00:01:22,240 business days. So just be on the lookout for that. And also, 26 00:01:22,240 --> 00:01:26,050 we have a resource list here below the Q&A window. You 27 00:01:26,050 --> 00:01:28,950 can actually access those resources at any time during the 28 00:01:28,950 --> 00:01:30,740 webcast. It will open up in a new tab in 29 00:01:30,740 --> 00:01:32,500 your browser, and they won't take you away from the 30 00:01:32,500 --> 00:01:36,640 webcast. But these resources expand on today's topic of AI 31 00:01:36,640 --> 00:01:40,700 in Contact Centers. Also, we encourage you to participate in 32 00:01:40,700 --> 00:01:43,930 our brief survey. That's the last icon on the left of 33 00:01:43,930 --> 00:01:46,230 your widget bar. We'd love to collect your feedback on 34 00:01:46,230 --> 00:01:49,280 today's presentation so that we can tailor these webcasts to 35 00:01:49,280 --> 00:01:53,240 what you want to hear in the future. And as I 36 00:01:53,240 --> 00:01:56,470 always say, short and sweet. Today, we have three excellent 37 00:01:56,470 --> 00:02:00,430 presenters excited to discuss how AI- powered chatbots and voicebots can 38 00:02:00,430 --> 00:02:04,150 achieve customer experience sustainability. With that being said, I'm actually 39 00:02:04,150 --> 00:02:06,400 going to hand things off to our moderator today, Chris 40 00:02:06,400 --> 00:02:09,910 Connolly. Chris, the floor is yours. Thanks, Josh. And good 41 00:02:09,910 --> 00:02:13,390 morning, good afternoon, good evening, wherever you are in the world. We've got a pretty exciting agenda that we're 42 00:02:15,110 --> 00:02:17,020 going to share with you today. But first, I want 43 00:02:17,020 --> 00:02:22,090 to introduce some of our speakers. You might have met them before. If not, you're going to hear from them today. First 44 00:02:22,090 --> 00:02:27,870 is, Antony Passemard. He's the Head of Applied Conversational AI at 45 00:02:28,200 --> 00:02:33,440 Google, looking after Contact Center AI. He's presented with us before, and we're 46 00:02:33,540 --> 00:02:36,830 very lucky to have him back today to talk about some the innovations and 47 00:02:36,830 --> 00:02:45,510 evolutions of this space. Including that is, Ritu Jyoti, who's the Vice President of Artificial Research 48 00:02:45,570 --> 00:02:49,580 at IDC. Welcome, both of you. And myself, Chris Connolly, 49 00:02:49,930 --> 00:02:54,060 Vice President of Product Marketing here at Genesys. If we're looking at 50 00:02:54,060 --> 00:02:58,060 our agenda, we're going to look at some Insights from IDC, what the 51 00:02:58,060 --> 00:03:00,820 world looks like today, and really looking at how we 52 00:03:00,840 --> 00:03:05,500 unlock the power of artificial intelligence, and apply that in in 53 00:03:05,500 --> 00:03:10,280 Contact Center specifically. We're also going to have a panel discussion and please feel 54 00:03:10,280 --> 00:03:12,430 free to ask us questions now, or if you've got something 55 00:03:12,430 --> 00:03:15,170 that's on your mind, put under the Q& A window, because 56 00:03:15,170 --> 00:03:17,440 we're going to get to it very, very soon. We 57 00:03:17,440 --> 00:03:20,510 also want to talk about some of the things that you can do right away 58 00:03:20,510 --> 00:03:24,530 to improve your customer experience using artificial intelligence. And we're going to 59 00:03:24,530 --> 00:03:27,390 recap on some of the key takeaways from the research, and some of the 60 00:03:27,960 --> 00:03:31,610 experience from Genesys and Google in implementing this technology in the 61 00:03:31,610 --> 00:03:34,090 real world. And then lastly, we want to hear from 62 00:03:34,090 --> 00:03:37,610 you. So, if there are any questions, please, as Josh 63 00:03:37,610 --> 00:03:52,600 said, put them in the Q&A window, we will get to them live. So with that, thanks for kicking off. And I'm going to head over to Ritu Jyoti from IDC. Welcome, Ritu. Thank you, Chris. Hello, everyone. Pleasure to be 64 00:03:52,600 --> 00:03:57,650 a part of this webinar today. Before we delve into some cool 65 00:03:57,720 --> 00:04:00,840 insights that we got from a joint study we did 66 00:04:00,840 --> 00:04:04,950 together earlier this year in May 2020, let me first level 67 00:04:04,950 --> 00:04:08,640 set the stage here. We all know today that customers no 68 00:04:08,640 --> 00:04:13,240 longer base their loyalty on price or product. Instead, they 69 00:04:13,240 --> 00:04:16,520 stay loyal with companies due to the experience they receive. Customer 70 00:04:17,620 --> 00:04:22,360 experience has fast become a top priority for businesses, and 71 00:04:22,360 --> 00:04:26,530 often 24 by seven customer support is more important than ever, 72 00:04:27,040 --> 00:04:31,250 especially during these uncertain times. As per our research across 73 00:04:31,240 --> 00:04:35,300 most industries, brands of all sizes have started to push 74 00:04:35,330 --> 00:04:39,950 heavily towards increased automation in their customer service, as well as 75 00:04:39,950 --> 00:04:47,810 employee self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" 76 00:04:48,680 --> 00:04:52,460 Most of these brands are now looking for conversational AI as one 77 00:04:52,460 --> 00:04:57,880 of the key drivers for that automation. And as conversational AI allows 78 00:04:57,880 --> 00:05:02,020 brands to use natural language processing and machine learning- based 79 00:05:02,060 --> 00:05:06,560 tools, to support both their customers and the agents who support these 80 00:05:06,910 --> 00:05:14,700 customers. And the conversational AI chatbots and voicebots, they're more sophisticated 81 00:05:14,800 --> 00:05:20,480 these days. They incorporate bias and explainability, and exploit natural language for general 82 00:05:20,850 --> 00:05:24,860 question and answer capability. What we did earlier this year 83 00:05:24,860 --> 00:05:28,230 is that we run a joint study, and the study was 84 00:05:28,230 --> 00:05:32,960 focused on understanding what is the value of Contact Center AI. And for 85 00:05:33,260 --> 00:05:36,670 the suggested study, we wanted to validate the benefits of 86 00:05:36,670 --> 00:05:40,800 Contact Center AI in enterprises, what's the business ROI, What 87 00:05:40,800 --> 00:05:47,920 is the improved customer experience metric? How does it help the customer service agent 88 00:05:47,920 --> 00:05:51,410 efficiency? And before I get into the stack, let me just 89 00:05:51,410 --> 00:05:54,180 quickly walk you through some of the demographics of this study. 90 00:05:55,220 --> 00:05:59,850 We run a global study, it constitutes about 407 organizations worldwide. 50% were from 91 00:05:59,850 --> 00:06:06,020 U. S. and Canada, 25% they're from France and UK, and the 92 00:06:06,020 --> 00:06:10,610 remaining 26% were from Australia, India, Philippines, and Japan. We had 93 00:06:10,610 --> 00:06:13,070 a good mix of the industry. We had folks from 94 00:06:13,070 --> 00:06:18,120 financial institutions, insurance, telecommunications, and the rest of the industry. 95 00:06:18,160 --> 00:06:23,300 We made sure that these were polling or surveying, so folks 96 00:06:23,300 --> 00:06:26,620 who had the decision of quality. We had a good 97 00:06:26,620 --> 00:06:31,150 balance of companies of different sizes, as well as different 98 00:06:31,170 --> 00:06:34,080 types of customer handling formats. The people who were having 99 00:06:34,080 --> 00:06:38,160 internal Contact Center, or have an external Contact Center, as well as some 100 00:06:38,480 --> 00:06:41,350 internal customer service functions. And they had a broad range 101 00:06:41,350 --> 00:06:46,410 of respondents from different levels of customer service agents, starting 102 00:06:46,410 --> 00:06:56,320 from as small as 20 customer service agents. With that, let me, before 103 00:06:56,320 --> 00:07:00,150 level- set, that what we're seeing in terms of what 104 00:07:00,150 --> 00:07:03,910 is the three AI- driven competence that are transforming the Contact Center 105 00:07:04,770 --> 00:07:08,170 today? There are three competence. The first is the virtual agent, the 106 00:07:08,170 --> 00:07:14,790 second is the Agent Assist, and the third is the Insight. Virtual agent is basically a platform for creating voicebot 107 00:07:14,830 --> 00:07:20,410 and chatbot to automate customer interactions with voice or text, 108 00:07:20,860 --> 00:07:24,730 and the conversation to a live agent when the bot 109 00:07:24,730 --> 00:07:28,140 is unable to help a customer. So that's the first one. The 110 00:07:28,140 --> 00:07:31,380 second one is that an Agent Assist. It is a 111 00:07:31,380 --> 00:07:35,930 platform that integrates into the agent desktop, which uses AI to 112 00:07:35,930 --> 00:07:40,270 augment agent interactions with customers in the real time, and 113 00:07:40,270 --> 00:07:45,300 provide tone- by- tone guidance not to of relevant knowledge 114 00:07:45,300 --> 00:07:51,360 bases. It really, really help the agent become more efficient, it's augmentation of AI capability. 115 00:07:51,950 --> 00:07:55,250 And the third one is Insight. It's basically a module 116 00:07:56,110 --> 00:07:59,850 which uses natural language processing to identify the call center. " 117 00:08:00,460 --> 00:08:03,860 Why did the customer call? What were the call drivers? What 118 00:08:03,860 --> 00:08:07,890 was the sentiment?" And this helps the Contact Center managers learn about 119 00:08:07,890 --> 00:08:16,430 customer interaction, and improve call outcomes. How has CAST 2020 changed customer service? 120 00:08:16,790 --> 00:08:19,030 We all know what's going on in the industry today. 121 00:08:19,060 --> 00:08:25,450 And when we asked them what were the top difficulties that they were facing adjusting to 122 00:08:25,450 --> 00:08:30,220 the new stay at home mandate, not as surprise, but 39% of the 123 00:08:30,220 --> 00:08:34,080 respondents, the demographics that I just shared with you, they 124 00:08:34,080 --> 00:08:37,370 shared that they had higher than usual call volumes, and 125 00:08:37,370 --> 00:08:41,400 we all know the reasons why. But in addition to 126 00:08:41,400 --> 00:08:44,980 that, the situation that really compounded the problem was that there 127 00:08:45,740 --> 00:08:49,820 was fewer agents available. 43% of them reported that they 128 00:08:49,820 --> 00:08:53,790 had a few number of agents available to this part of this 129 00:08:53,790 --> 00:08:57,680 higher than usual call volumes. Partly some of them were 130 00:08:58,080 --> 00:09:03,840 reporting sick, or they were not able to respond to the work because of the changing dynamics, as well as, because of a 131 00:09:04,100 --> 00:09:13,200 more than usual call volumes. They did not even prepare to that level of number of ratio of the agents needed to support that kind of call volume. This is specifically interesting. With 132 00:09:13,200 --> 00:09:24,560 that, I'm going to. Yeah, Chris. these are really interesting stats. 133 00:09:24,630 --> 00:09:27,690 2020 has been an interesting year for all of us. 134 00:09:28,330 --> 00:09:31,090 So, if we look at those stats that Ritu just presented, we're 135 00:09:31,090 --> 00:09:36,430 curious about you, what are you seeing in your world, whether it's in your 136 00:09:36,710 --> 00:09:39,870 Contact Center, if you operate one or in your clients, 137 00:09:39,870 --> 00:09:42,730 if you're a partner of ours or you're helping operate 138 00:09:42,730 --> 00:09:46,490 a Contact Center? And are you seeing the increase in 139 00:09:46,490 --> 00:09:50,690 chat and call volumes, or are you seeing a decline? I'll give 140 00:09:50,690 --> 00:09:52,610 that a few more seconds to get a few more 141 00:09:52,610 --> 00:09:57,630 responses. But I'm particularly curious to see what results we 142 00:09:57,630 --> 00:10:02,220 get off the back ends here. I'll give that one 143 00:10:02,220 --> 00:10:07,200 or two more seconds. All right. Well, Ritu you couldn't 144 00:10:07,330 --> 00:10:11,210 be more right. Your research confirms exactly what our audience 145 00:10:11,210 --> 00:10:17,180 is seeing as well, with I guess unsurprisingly 81% are saying, " Have you 146 00:10:17,180 --> 00:10:20,500 seen an increase in call and chat volumes in 2020?" And 147 00:10:20,500 --> 00:10:25,160 that presents unique business challenges. How do you handle that 148 00:10:25,160 --> 00:10:29,790 increase in call volume, or interaction volume, or chat volume, 149 00:10:30,730 --> 00:10:40,840 just with the same resources that you have at the moment? So Ritu, leaving on a little bit here in terms of being prepared for that stay at home mandate 150 00:10:40,840 --> 00:10:43,840 that a lot of us have seen, what have you seen in the research 151 00:10:43,880 --> 00:10:50,010 in financial services? Yeah, I think the most important point to level set here is that 152 00:10:50,050 --> 00:10:53,590 the dynamics are changing dramatically. The survey we conducted was 153 00:10:53,590 --> 00:10:58,250 in the month of May 2020, and three months has changed quite a 154 00:10:58,250 --> 00:11:00,780 lot of the situation, but we caught this into right 155 00:11:00,780 --> 00:11:04,030 in the middle of COVID situation. And when the stay at 156 00:11:04,110 --> 00:11:07,290 home mandates are down, not a surprise to us, but 157 00:11:07,810 --> 00:11:13,370 I'm very well prepared with only one respondent. And I'm not 158 00:11:13,370 --> 00:11:15,230 surprised to see the other part of the results that 159 00:11:15,230 --> 00:11:18,270 I share this in the slide is that, the financial services in 160 00:11:18,270 --> 00:11:21,170 U. S. organizations were the best prepared. So you might 161 00:11:21,540 --> 00:11:24,930 sit and think, " What led to this?" And IDC as 162 00:11:24,930 --> 00:11:27,810 a research firm, we spend a lot of time advising our end 163 00:11:27,810 --> 00:11:32,250 users on what they really need to do. The correlation 164 00:11:32,250 --> 00:11:36,320 here is that the organizations who were born digitally transformed, 165 00:11:36,820 --> 00:11:40,790 they're higher stages of maturity, of digital transformation, they were 166 00:11:40,790 --> 00:11:45,290 definitely well prepared. And you can see that there was a direct correlation between 167 00:11:45,360 --> 00:11:48,990 that, and even the financial organization, they have been embarking 168 00:11:48,990 --> 00:11:52,180 on their journey much longer and earlier. And that's why 169 00:11:52,180 --> 00:11:56,000 you could see that correlation. But now I will share in one of 170 00:11:56,540 --> 00:12:00,580 the upcoming slides here, that what the organizations are doing to 171 00:12:00,580 --> 00:12:04,260 be better prepared next time. And that's more important. I would 172 00:12:04,260 --> 00:12:06,970 like to focus on the forward looking approach and I'll 173 00:12:07,030 --> 00:12:10,050 walk you through and back in a couple of slides. 174 00:12:11,030 --> 00:12:18,790 Awesome. Well- With that if I'm going to... Yeah. Sorry, please go ahead. The next one 175 00:12:18,790 --> 00:12:23,080 is basically, we had asked them that the process of customer 176 00:12:23,110 --> 00:12:27,270 interactions that is happening through this newer channels. And again, 177 00:12:27,270 --> 00:12:29,420 I would like to reiterate on the point here that, 178 00:12:30,070 --> 00:12:33,920 this is the average that I'm presenting here. So, there 179 00:12:33,920 --> 00:12:37,200 are a couple of organizations who might be better prepared 180 00:12:37,200 --> 00:12:40,690 than the other, and the volume and the my team, but this is the mean, 181 00:12:40,690 --> 00:12:44,770 and the median value. Good sharing here. So, there could 182 00:12:44,770 --> 00:12:47,730 be a possibility that the U. S. organizations, if I presented 183 00:12:47,730 --> 00:12:51,080 the data cut just so that it could have been a little bit different. But 184 00:12:51,080 --> 00:12:53,530 not surprisingly, if I look at it from the mean and median 185 00:12:53,650 --> 00:12:58,700 perspective, it's very small percentage. And again, factor it that this is 186 00:12:58,700 --> 00:13:03,350 May, 2020 was happening to virtual agents. This number, I suspect 187 00:13:03,350 --> 00:13:05,580 if I'd understand it today, it would be a little 188 00:13:05,580 --> 00:13:10,130 bit higher than this, but it's a small percentage. Yeah, 189 00:13:10,230 --> 00:13:13,920 exactly. And the agents, the voicebots and chatbots percentage will 190 00:13:14,340 --> 00:13:18,990 also dramatically change. Most of them they're originally doing idea. But before 191 00:13:18,990 --> 00:13:21,060 I move on to the next slide, another very interesting 192 00:13:21,060 --> 00:13:23,980 stat that I want to share here is that we 193 00:13:23,980 --> 00:13:26,130 spend a lot of time talking to the end users 194 00:13:26,350 --> 00:13:29,250 and don't worry, there's still research as well, that what 195 00:13:29,250 --> 00:13:33,070 is really coming up and shaping up in addition to just 196 00:13:33,070 --> 00:13:38,220 the voicebots and chatbots is the computer vision effect to it. The computer vision 197 00:13:38,220 --> 00:13:42,360 has become more mature with image recognition achieving significant improvements. 198 00:13:42,470 --> 00:13:46,260 Thanks to deep learning techniques, computer vision, and CRM is 199 00:13:46,260 --> 00:13:49,910 very early stage. And it's far from being widely adopted. 200 00:13:49,910 --> 00:13:52,200 But if I look back, sit back and think that the rate 201 00:13:52,280 --> 00:13:55,860 at which things are changing, it will be relevant across the 202 00:13:55,860 --> 00:14:00,260 entire customer journey. It will be a through force multiplier for 203 00:14:00,260 --> 00:14:04,120 adding more essential insights for customer upsells and cross sells. 204 00:14:04,120 --> 00:14:06,550 So, that is something that we all need to look at and watch, 205 00:14:06,810 --> 00:14:22,780 and that, that's going to shape up big time in the near future. to that next slide is, there's an obvious question. We've seen voice agents and chat agents 206 00:14:22,780 --> 00:14:27,090 in this case really low at only 8%. And I guess Antony 207 00:14:27,820 --> 00:14:30,450 I'll put this question to you. What do you see? 208 00:14:30,970 --> 00:14:32,350 What do you think this is so low at this 209 00:14:32,350 --> 00:14:38,260 point in time? Well, I can't really blame customers on a low 210 00:14:38,260 --> 00:14:40,900 adoption of virtual agents for voice and chat. If you 211 00:14:40,900 --> 00:14:43,420 look historically, you look back two or three years ago, 212 00:14:44,260 --> 00:14:46,760 either you have an IVR that's forces you down a 213 00:14:46,760 --> 00:14:50,270 tree, or the chats are really just about routing you 214 00:14:50,720 --> 00:14:56,090 to the right agent. I can't say that the bots on 215 00:14:56,090 --> 00:15:02,500 voice or chat were really good to be mild in 216 00:15:02,560 --> 00:15:07,880 my assessment. But that is cheapest thing. The technology that 217 00:15:07,880 --> 00:15:12,400 enables us to deliver very high quality bots, which means 218 00:15:12,400 --> 00:15:15,400 they understand where you're saying, they can drive the conversation, 219 00:15:15,400 --> 00:15:19,700 they can answer questions, do backend fulfillment, actually deliver value 220 00:15:19,700 --> 00:15:23,610 to a customer. This is more new, in fact, in 221 00:15:23,610 --> 00:15:27,190 the last two years I would say, and really taking off. 222 00:15:27,190 --> 00:15:30,010 So on that, 8% makes sense what we're seeing across 223 00:15:30,010 --> 00:15:33,990 customers. Some don't use those channels at all. The ones 224 00:15:33,990 --> 00:15:38,190 who do use them are around 15 ish, 20% of 225 00:15:38,280 --> 00:15:41,510 no volume. So, that 8% average doesn't surprise me. It's very 226 00:15:41,950 --> 00:15:44,470 in line with our customers. And that low adoption, if 227 00:15:44,820 --> 00:15:47,580 you look a year from now, it's going to be completely different 228 00:15:47,580 --> 00:15:51,670 graph. Yeah, I totally agree. It might be low today, 229 00:15:51,670 --> 00:15:54,620 but this is where the growth factor is. And we're 230 00:15:54,620 --> 00:16:00,660 expecting to see the same customer base in Genesys. We constantly inundated with inquiries 231 00:16:00,660 --> 00:16:05,990 on, " How do we apply the virtualization technology?" Ritu, I guess, again, 232 00:16:05,990 --> 00:16:08,410 coming back to current times and the research that you've 233 00:16:08,410 --> 00:16:19,590 seen, how will the Contact Centers adapt in to the modern world and the things that are going on today? not an easy thing, but I always 234 00:16:20,130 --> 00:16:23,230 love to say this, " There's no choice." Customers have to do 235 00:16:23,230 --> 00:16:28,010 this in order to be innovative, providing, improving on the 236 00:16:28,010 --> 00:16:31,830 customer experience, but at the same time, not compromising on 237 00:16:31,830 --> 00:16:34,950 the operational efficiency. And it's a great balance that customers need 238 00:16:34,950 --> 00:16:38,510 to do. So, it all starts with me. This is universal 239 00:16:38,780 --> 00:16:44,590 across all AI initiatives, but it's very, very prevalent here. Culture, that's 240 00:16:44,750 --> 00:16:50,550 transforming the culture, the customer insights is democratized. Every employee 241 00:16:50,550 --> 00:16:55,060 becomes a change agent for the customer. I cannot emphasize 242 00:16:55,060 --> 00:16:58,390 this more because in the case of AI sometimes, people are 243 00:16:58,450 --> 00:17:02,290 a little bit because it's also another... It's just getting the 244 00:17:02,290 --> 00:17:05,070 comfort level, trusting it. And there are lots of advancements 245 00:17:05,070 --> 00:17:09,080 happening in that area. But once you have that culture, you're 246 00:17:09,250 --> 00:17:12,650 willing to understand where the customer needs are. This is 247 00:17:12,650 --> 00:17:14,650 really going to be day and night for the customer 248 00:17:14,650 --> 00:17:17,430 experience. And at the same time, you will be playing 249 00:17:17,430 --> 00:17:20,790 a very active role in building, working with the tools, 250 00:17:20,790 --> 00:17:24,490 and technologies, and the supplies, and the offerings to meet 251 00:17:24,820 --> 00:17:28,820 and improve your AI systems as well. So that's one. 252 00:17:29,170 --> 00:17:32,200 The second is that, gone are the days when people 253 00:17:32,200 --> 00:17:37,110 are doing metrics of measurement in isolation. Here people are 254 00:17:37,110 --> 00:17:40,990 trying to bring them together. There are AI, KPIs, and 255 00:17:41,030 --> 00:17:45,750 AI metrics have globally aligned with how they're measuring their customer 256 00:17:45,940 --> 00:17:50,700 experience metrics. So, they're both evolving so that there's huge amount of 257 00:17:50,800 --> 00:17:54,810 emphasis on improving the experience, and improving the measurements and 258 00:17:54,810 --> 00:17:58,810 aligning them together. And the third and the last thing is 259 00:17:58,810 --> 00:18:03,770 that, there's a huge amount of emphasis on human efficiency. 260 00:18:04,030 --> 00:18:06,730 And there was a lot of debate going on for some time, that 261 00:18:08,270 --> 00:18:11,370 AI is going to take over the human jobs and there 262 00:18:11,370 --> 00:18:14,790 was no experience with this in the foreseeable future. We 263 00:18:14,790 --> 00:18:18,250 see that it's making us much more efficient. It is 264 00:18:18,610 --> 00:18:21,090 helping us to be more empathetic. It is giving us 265 00:18:21,090 --> 00:18:24,550 real time guidance. So these are the three important things. Of course there are 266 00:18:25,010 --> 00:18:28,690 other parts of it, but these are that we are 267 00:18:28,690 --> 00:18:31,800 seeing in customers, how they're doing what they're doing to 268 00:18:31,800 --> 00:18:39,880 adapt to the newer customer Contact Center scenarios today. Awesome. And- point, 269 00:18:39,890 --> 00:18:46,270 Ritu. Just one point here, Ritu. The survey earlier with 270 00:18:46,270 --> 00:18:49,340 80 plus percent of people saying they see their volume 271 00:18:49,340 --> 00:18:51,730 going up, I think that's where really AI can help. 272 00:18:51,730 --> 00:18:55,180 Is to avoid having to increase your Contact Center resources 273 00:18:55,180 --> 00:18:59,220 by 80%, to answer that need. That's really where we're seeing 274 00:18:59,220 --> 00:19:02,310 actually a lot of usage of AI for Contact Centers, 275 00:19:02,630 --> 00:19:05,990 is to kind of tamper that growth of volume and 276 00:19:05,990 --> 00:19:09,180 make sure you have operational efficiency across your Contact Center 277 00:19:09,180 --> 00:19:12,020 without adding more people. It's not about a reduction of 278 00:19:12,020 --> 00:19:16,540 people. That's not what we've seen. Exactly. It's not about replacing 279 00:19:17,990 --> 00:19:22,410 human beings. It's making them more efficient, so they address the changing 280 00:19:22,410 --> 00:19:26,380 dynamics of the industry. Because the volumes will definitely increase, but 281 00:19:26,970 --> 00:19:31,290 we do not, and cannot adding more and more people to meet their demands. 282 00:19:34,550 --> 00:19:38,030 Exactly. And so, our audience can maybe discern what other 283 00:19:38,030 --> 00:19:41,710 customers are doing in the station. And that's a great example. It's 284 00:19:41,710 --> 00:19:44,610 not about replacing people, and maybe that's one of the 285 00:19:44,610 --> 00:19:48,780 big business drivers, just handling more. Are you seeing... And 286 00:19:48,780 --> 00:19:50,740 I guess this question is for both of you. Are you seeing 287 00:19:51,750 --> 00:19:56,040 other business drivers in the application of artificial intelligence that 288 00:19:56,040 --> 00:20:00,910 are not correlated, that are maybe not volume related, but other benefits of using 289 00:20:01,190 --> 00:20:08,470 applied, and machine learning, and AI to deliver a new experience? Yeah, absolutely. 290 00:20:08,470 --> 00:20:16,950 I think- Yeah, go ahead, Ritu. business driver, what we're seeing is, 291 00:20:17,800 --> 00:20:21,860 now the customer will come and first think about operational efficiency, cost reduction are 292 00:20:22,610 --> 00:20:24,740 the first thing they have in mind. But the reality is, 293 00:20:24,740 --> 00:20:28,490 when you start doing a Contact Center and put Contact 294 00:20:28,490 --> 00:20:31,670 Center AI in your Contact Center, you're really transforming your 295 00:20:31,670 --> 00:20:35,290 customer experience across all channels. And the business drivers to 296 00:20:35,290 --> 00:20:38,330 provide a coherent experience when you're on chat, when you're 297 00:20:38,330 --> 00:20:40,300 on voice, when you're on your web, or your mobile 298 00:20:40,300 --> 00:20:44,730 app, where the engine behind it, the AI behind is 299 00:20:44,730 --> 00:20:48,300 able to manage across those channels, switch channels, understand what was 300 00:20:48,300 --> 00:20:51,440 said, the context, the past history, et cetera, and provide 301 00:20:51,440 --> 00:20:56,050 you a unique voice for the company to that customer 302 00:20:56,050 --> 00:20:59,710 or that user, if talk about organizations. I think that 303 00:21:00,010 --> 00:21:02,890 the business driver is really having that coherence across the 304 00:21:02,890 --> 00:21:07,620 board, and having a very wonderful experience, no matter the 305 00:21:07,620 --> 00:21:11,000 channel, no matter the choice that the end user or customer is 306 00:21:11,000 --> 00:21:15,730 making, they get that experience across all channels in a 307 00:21:15,730 --> 00:21:19,720 very unified way. I think that's a big business driver. 308 00:21:21,300 --> 00:21:25,730 Agree, agree. And it is also reflected in our study 309 00:21:25,810 --> 00:21:28,220 here, which I'm just going to share the chart, with some 310 00:21:28,260 --> 00:21:33,730 of the facts on there. But for very first experience we're all talking about it, but 311 00:21:33,730 --> 00:21:39,930 because of usage of these as the, it's not just 312 00:21:39,930 --> 00:21:42,880 the consistent experience, which is very, very critical, but it's 313 00:21:42,990 --> 00:21:50,690 also passive into issue. Because enriching the human agent with 314 00:21:50,730 --> 00:21:56,210 the Insight in real time, it provides that timely response and a 315 00:21:56,520 --> 00:21:58,770 more intelligent response for lack of a better word here, 316 00:21:59,940 --> 00:22:07,400 is really, really being consummated with operational efficiency, consistency, and 317 00:22:07,400 --> 00:22:13,130 experience. But also getting the fastest response in the fastest time, 318 00:22:13,430 --> 00:22:17,960 in the more intelligent way, this is what AI is 319 00:22:17,960 --> 00:22:21,620 known for. It can do volumes and volumes of data, 320 00:22:21,810 --> 00:22:25,050 to pattern recognition, get Insights, and this advances in natural 321 00:22:25,050 --> 00:22:28,860 language processing can stop through tons and tons of data, and 322 00:22:28,860 --> 00:22:32,170 get you the right Insight at the right time. That's 323 00:22:32,170 --> 00:22:37,670 another very huge advantage. So, it's overall including bringing a good ... I'm 324 00:22:38,590 --> 00:22:42,970 IDC research. We also say that there's a huge correlation between 325 00:22:42,970 --> 00:22:46,470 customer experience and employee experience. And by usage of AI 326 00:22:46,650 --> 00:22:50,860 technology, you're not just making the customer happy, but you're 327 00:22:50,860 --> 00:22:55,750 also making the employee happier, employee more efficient. And that has 328 00:22:55,750 --> 00:22:59,310 a direct correlation on the customer experience. When many times we 329 00:22:59,310 --> 00:23:01,860 all come to work and if we're unhappy more, we're 330 00:23:01,860 --> 00:23:06,960 excited to serve our customers better. So there's a direct correlation there, which 331 00:23:07,400 --> 00:23:10,780 the advancements in AI technology is helping, and that's why the 332 00:23:10,780 --> 00:23:15,900 human agent efficiency, and human needs, and empowerment, and augmentation is so, 333 00:23:15,900 --> 00:23:20,110 so fundamental to the successful adoption of this. And people 334 00:23:20,110 --> 00:23:23,820 can't go to the other parts of the chart, but I also 335 00:23:23,820 --> 00:23:30,820 emphasize that empathy... Because you can understand the... Remember in one of 336 00:23:31,220 --> 00:23:34,830 the slides before, I was talking about where you could actually understand the 337 00:23:34,830 --> 00:23:38,870 sentiment. You can understand the rational of why people are 338 00:23:39,140 --> 00:23:44,130 calling you, and you could react in that particular situation in a much more empathetic 339 00:23:44,260 --> 00:23:48,850 way, because then you have that kind of intelligence real time. It's way 340 00:23:49,520 --> 00:23:54,690 more to the agents. This is very, very much aligned 341 00:23:54,690 --> 00:23:57,420 to what we are trying to think from a bigger picture 342 00:23:57,420 --> 00:24:03,220 than the survey insights that also align to that. Before 343 00:24:03,580 --> 00:24:05,730 I move on to the next slide, I just wanted 344 00:24:05,730 --> 00:24:09,640 to say that I think Tracy you asked this question, "What are the customers doing?" Of course their primary work, is one of 345 00:24:09,640 --> 00:24:14,330 the top reactions, but they'd also feed up a little 346 00:24:14,330 --> 00:24:18,460 bit of more question on the survey that because of 347 00:24:18,460 --> 00:24:21,390 this crisis... This is not a one time, this could happen again. 348 00:24:21,390 --> 00:24:24,490 How do you make yourself more resilient organization? So, what 349 00:24:24,490 --> 00:24:29,380 are the new IT investments that this experience has taught the customers and 350 00:24:29,380 --> 00:24:32,080 what they're doing it? The three things that you see 351 00:24:34,960 --> 00:24:38,790 here is that, in the past, sometimes people sit and decide whether they want to be on the public cloud 352 00:24:39,280 --> 00:24:43,690 scenario. This has really accelerated that, and people are seriously 353 00:24:45,080 --> 00:24:50,270 looking into it. The second is that the maturity that Antony also 354 00:24:50,270 --> 00:24:52,810 mentioned, and I also mentioned, and Chris, you mentioned at 355 00:24:52,810 --> 00:24:55,970 the start of the presentation is that the conversational AI 356 00:24:55,970 --> 00:24:59,700 technologies have improved so much in leaps and bounds in 357 00:24:59,700 --> 00:25:02,190 the last 12 to 18 months. And because of that, 358 00:25:02,510 --> 00:25:05,160 there is a sophistication in the response. It's not just, " 359 00:25:05,160 --> 00:25:09,580 Rule says yes or no." There's a significant amount of depth 360 00:25:09,580 --> 00:25:13,610 in the answering of the questions and answers. So people are getting 361 00:25:13,610 --> 00:25:16,820 more comfortable with the chatbot and also an omni experience. 362 00:25:17,280 --> 00:25:20,810 Whether they're working for a live chat, or for this chat, or 363 00:25:20,810 --> 00:25:24,220 through an IVR, everything they want that sense of experience. So, there's 364 00:25:24,220 --> 00:25:29,130 much more willingness to embrace it. And that is not 365 00:25:29,130 --> 00:25:32,980 the least, there are other factors, but digitization. We have been 366 00:25:32,980 --> 00:25:36,530 saying this for a long time that accelerated. Two years 367 00:25:36,530 --> 00:25:39,140 of digital transformation has happened in two months and it 368 00:25:39,240 --> 00:25:44,610 has accelerated the digital transformation. Increased digital digitization in the 369 00:25:44,610 --> 00:25:52,810 customer environment is really the investments that people are going to make. IDC has predicted 370 00:25:52,810 --> 00:25:57,070 that while we are in grim times, the investments in AI 371 00:25:57,070 --> 00:26:00,670 and the investments embracing of AI technology to make them 372 00:26:00,930 --> 00:26:07,400 more resilient, and this in the next new normal is something that AI 373 00:26:07,440 --> 00:26:11,660 will play a very significant part in that. Yeah, absolutely. 374 00:26:11,900 --> 00:26:14,980 And I want to maybe echo something that you said there, about 375 00:26:15,260 --> 00:26:20,020 providing empathetic customer experiences. And now more than ever, I 376 00:26:20,020 --> 00:26:22,480 feel like we need to have empathy for our fellow 377 00:26:22,720 --> 00:26:27,680 human. We're all going through something we know this is a generational thing. Something 378 00:26:27,680 --> 00:26:32,240 we haven't seen in many generations. So, what we're experiencing 379 00:26:32,240 --> 00:26:38,280 now is different, but crisis creates opportunity. And we're also 380 00:26:38,280 --> 00:26:41,870 seeing that this is actually being a bit of a 381 00:26:41,870 --> 00:26:44,730 non dialogue, as you said, Ritu, to some of the 382 00:26:45,000 --> 00:26:50,130 applications of AI. I want to talk a little bit about how we're seeing this 383 00:26:50,130 --> 00:26:55,220 technology start to be applied in three major use cases. I'm going to echo 384 00:26:55,220 --> 00:26:59,500 back to something which you said earlier with our voicebots, chatbots, and Agent 385 00:26:59,580 --> 00:27:02,150 Assist. And let me just take you through very quickly on 386 00:27:02,150 --> 00:27:04,930 what those are, and how they might be applied and 387 00:27:04,930 --> 00:27:08,550 why you might apply them in your organization. So the 388 00:27:08,550 --> 00:27:11,560 first if I could really summarize a lot of that 389 00:27:11,560 --> 00:27:15,810 upfront processing, is voicebots. And we're at a point now 390 00:27:15,810 --> 00:27:20,580 with the technology with natural language understanding the speaker recognition, a 391 00:27:20,580 --> 00:27:26,240 lot of that powered by Google to really understand phrases 392 00:27:26,810 --> 00:27:29,690 better than we ever had before, and at least a 393 00:27:30,080 --> 00:27:34,170 customer intents, so that we can have a much more data experience. And if 394 00:27:34,170 --> 00:27:36,170 you've been around the industry for any length of time 395 00:27:36,670 --> 00:27:40,610 like myself, that in the two thousands, it was a single 396 00:27:40,610 --> 00:27:43,450 word that was being said, and it couldn't detect that 397 00:27:43,680 --> 00:27:46,920 piece of recognition. And then we had to build these complicated 398 00:27:46,920 --> 00:27:51,890 speech, IVRs to deliver an experience. And really today what we're 399 00:27:51,890 --> 00:27:56,060 seeing is your IVR is a voicebot. And that's the 400 00:27:56,060 --> 00:28:00,480 evolution of the Contact Center technology, artificial or machine learning 401 00:28:00,480 --> 00:28:04,900 being applied in our space. Which brings the question, " Why would you do 402 00:28:04,900 --> 00:28:09,190 that? What is better than my IVR today?" And it really 403 00:28:09,190 --> 00:28:14,860 is that natural language processing that allows your customers to 404 00:28:15,100 --> 00:28:18,910 speak in plain speak, and to get to an outcome 405 00:28:18,910 --> 00:28:23,680 much more quickly, which ultimately improves their experience. But it's 406 00:28:23,680 --> 00:28:27,760 not just that upfront or self service experience that benefits 407 00:28:27,760 --> 00:28:31,560 from a voicebot, it also means that by the time that 408 00:28:31,790 --> 00:28:35,030 customer gets to an agent, the agent has a better 409 00:28:35,030 --> 00:28:38,950 understanding of what's going on as well. Because we're using 410 00:28:39,150 --> 00:28:43,630 CCAI in this case to intent, fill in the slots, 411 00:28:43,630 --> 00:28:47,930 and really have a more complete picture of that interaction. And again, 412 00:28:48,380 --> 00:28:52,420 overall, it rolls into that improved customer experience. We're going to go into 413 00:28:52,420 --> 00:28:56,100 a little bit more about the Genesys and Google partnership in just a 414 00:28:56,100 --> 00:28:59,700 few seconds. The other major use case that we see 415 00:28:59,700 --> 00:29:03,020 is chatbots. And I want to really say from the outset 416 00:29:03,530 --> 00:29:06,830 chatbots doesn't mean web chat. Chatbots can be applied on 417 00:29:06,850 --> 00:29:10,110 any textual medium that Genesys AI is able to route 418 00:29:10,160 --> 00:29:15,340 using the very same technology, natural language processing that you see in voice, 419 00:29:15,610 --> 00:29:19,820 as you see in text, and applying that to WhatsApp, WeChat, Apple 420 00:29:19,820 --> 00:29:23,450 Business Chat, of course Web Messaging as well when I 421 00:29:23,450 --> 00:29:28,260 synchronize messaging. All of that same technology, because Genesys can 422 00:29:28,260 --> 00:29:31,860 route that, and we've connected that with Google Contact Center AI. 423 00:29:32,140 --> 00:29:34,610 You can take advantage of the machine learning that's being 424 00:29:35,340 --> 00:29:46,110 applied there. Very similar experiences that we're seeing in the voicebot world, that in the chatbot world, that maybe with some richer experiences, depending on 425 00:29:46,110 --> 00:29:48,560 the medium that they're operating in. And what I mean 426 00:29:48,560 --> 00:29:52,660 by that is, with asynchronous media or Web Messaging, you've 427 00:29:52,660 --> 00:29:57,780 got the opportunity to actually insert, and images, and mix 428 00:29:57,780 --> 00:30:00,940 that with text. And the bot can actually do some pretty sophisticated 429 00:30:02,130 --> 00:30:07,040 things in that, including the complete self- service interactions, but 430 00:30:07,040 --> 00:30:10,540 be on your orchestrated platform that brings in the right 431 00:30:10,540 --> 00:30:14,660 technology at the right time, and when it does get to 432 00:30:14,850 --> 00:30:18,580 an agent that entire conversation is seen, and you can 433 00:30:18,580 --> 00:30:22,330 actually act on it in real time. And then lastly, and 434 00:30:22,330 --> 00:30:24,800 this is probably the one that I think is the 435 00:30:24,800 --> 00:30:28,510 most leading edge, but one that we probably expect to 436 00:30:28,510 --> 00:30:34,230 see more and more adoption as we go forward, which is Agent 437 00:30:34,230 --> 00:30:38,190 Assist. An Agent Assist, is what it says. It's providing 438 00:30:38,560 --> 00:30:43,600 artificial intelligence augmentation with the agent in the Contact Center to provide 439 00:30:43,600 --> 00:30:48,090 a better experience. And there's been, again, those leaps and bounds of 440 00:30:48,340 --> 00:30:53,140 how we integrate with this technology from an agent experience, 441 00:30:53,140 --> 00:30:56,350 from a desktop experience, from a voice experience, so that 442 00:30:56,420 --> 00:30:59,710 we're providing insights to the agent and surfing through them 443 00:30:59,920 --> 00:31:04,050 with knowledge in real time, and really having a very 444 00:31:04,410 --> 00:31:10,490 augmented conversation. I want to pause on that one because, Antony, this is absolutely in your domain 445 00:31:10,490 --> 00:31:17,240 as something that you talk about every day. So, how is the technology at 446 00:31:17,240 --> 00:31:20,690 Google, that we've talked about in voicebots and chatbots being applied 447 00:31:20,690 --> 00:31:26,930 in Agent Assist? An Agent Assist as you said, is 448 00:31:26,930 --> 00:31:29,270 a little newer in it's technology, but it's really a 449 00:31:29,270 --> 00:31:33,590 breakthrough that's been enabled by the advent of voice and speech 450 00:31:33,590 --> 00:31:39,230 to text in particular, speech to text technologies. Google has a 451 00:31:39,230 --> 00:31:44,090 long history of trying to understand speech either through understanding 452 00:31:44,090 --> 00:31:46,700 YouTube videos, to be able to search them and remove 453 00:31:46,700 --> 00:31:50,810 hate speech in YouTube videos. Either through a Google Home 454 00:31:50,810 --> 00:31:53,990 Assistant, and understand all the requests from users, that's millions 455 00:31:53,990 --> 00:31:59,770 and millions of requests every year. And also through transcription 456 00:31:59,770 --> 00:32:03,110 of voice messages on phone. You have Google voice and 457 00:32:03,110 --> 00:32:07,430 you can do your voicemail transcription. So all that technology... 458 00:32:07,430 --> 00:32:10,310 And voice search, obviously. So, Google has put a lot 459 00:32:10,310 --> 00:32:13,740 of effort in R& D into understanding voice, and thanks 460 00:32:13,740 --> 00:32:17,900 to that, we can now propose real time, voice transcription 461 00:32:18,280 --> 00:32:21,650 and understanding of a conversation between an agent and a 462 00:32:21,650 --> 00:32:26,810 user, and really provide in real time, the right suggestions, 463 00:32:26,810 --> 00:32:30,710 the right responses, the right document, the right flows that 464 00:32:30,770 --> 00:32:34,130 the agent needs to do their job faster. And that's 465 00:32:34,130 --> 00:32:37,240 really changing the game for agents. Ritu was talking about 466 00:32:37,240 --> 00:32:39,860 agent satisfaction, we're seeing that go up. We're seeing average 467 00:32:39,860 --> 00:32:43,140 handling time go down, we're seeing call summary going down 468 00:32:43,280 --> 00:32:46,070 in terms of how much time they spend typing after 469 00:32:46,070 --> 00:32:49,480 the call, the call disposition, we see first call resolution 470 00:32:49,620 --> 00:32:53,560 improving. On and on, the Agent Assist is really now the 471 00:32:55,120 --> 00:33:01,080 little coach or assistive technology for human agents in the Contact 472 00:33:01,080 --> 00:33:07,580 Center, enabling new experiences for the end user. Absolutely. So I 473 00:33:07,580 --> 00:33:10,410 want to come to another poll question in interest of 474 00:33:10,410 --> 00:33:15,740 time. From your perspective, what are you looking to implement? Any 475 00:33:15,740 --> 00:33:19,880 of these technologies, voicebots or chatbots specifically in the next three 476 00:33:19,880 --> 00:33:25,980 to six months, or maybe six to 12 months? Is that a 477 00:33:25,980 --> 00:33:28,750 new thing? Is it something that you want to act on now? Is it something that 478 00:33:29,350 --> 00:33:32,240 is more future- looking for you? I'm guessing the fact 479 00:33:32,240 --> 00:33:33,940 that you've turned up to this webinar today that means 480 00:33:34,860 --> 00:33:38,220 all interest to you, but we want to get a bit of a gauge to 481 00:33:38,220 --> 00:33:42,800 see if that deals with our research on how people 482 00:33:42,800 --> 00:33:45,620 are starting to adopt this technology. I'll give that a 483 00:33:45,620 --> 00:33:50,160 few more seconds. Eyeballs on screen, and then I'll go 484 00:33:50,160 --> 00:33:52,650 to the poll results. Do we want to take a guess 485 00:33:52,650 --> 00:33:58,620 anyone on where people are going to land? All right. Yes. Three 486 00:33:58,620 --> 00:34:02,170 to six months, in six to 12? Okay, I think 487 00:34:02,170 --> 00:34:07,880 the call out here is actually the people that said no, that are in the minority. So, the majority- 488 00:34:08,470 --> 00:34:11,020 Maybe because they already have something. I don't know. Maybe, 489 00:34:11,100 --> 00:34:14,920 no. Because we saw 8% of people already have it. So maybe the nos are people 490 00:34:14,920 --> 00:34:18,720 who have something in place. now we should have put that option in. We should 491 00:34:18,720 --> 00:34:20,760 have said" I've already got it." That no would have been on 1%. 492 00:34:24,870 --> 00:34:28,300 That's wonderful. I did see a question that came through 493 00:34:28,300 --> 00:34:32,850 as we're going, here from Rick. And Rick, I hope 494 00:34:32,850 --> 00:34:36,780 I'm going to touch on some of your question, and the question is, " 495 00:34:36,780 --> 00:34:42,360 How does Google and Genesys differentiate and add some capability 496 00:34:42,360 --> 00:34:46,150 and value?" I want to talk about that, but also when we get 497 00:34:46,150 --> 00:34:49,550 into Q&A, I'm going to come back to your question and answer it in a bit more detail as well. 498 00:34:50,320 --> 00:34:52,870 When we think about Google and Genesys, these are two industry 499 00:34:52,870 --> 00:34:57,350 leaders. Genesys being the only channel contacted a platform that really allows you 500 00:34:57,350 --> 00:35:02,160 to do journey orchestration, bringing multiple technologies from different vendors 501 00:35:02,380 --> 00:35:05,760 and really orchestrate all of those together in a cohesive 502 00:35:05,820 --> 00:35:09,650 manner, to deliver the very best experience that is out 503 00:35:09,650 --> 00:35:13,240 there. But we can't do it alone. And when we've looked across 504 00:35:13,910 --> 00:35:18,280 the marketplace, hope Google has done the same, it's really providing 505 00:35:18,280 --> 00:35:22,790 the best technology to our customers that integrates really, really neatly 506 00:35:23,010 --> 00:35:28,280 to deliver artificial intelligence capability inside the platform that maybe 507 00:35:28,280 --> 00:35:34,280 you have today, or the platform that you think of moving to in the future. What that means is that 508 00:35:34,710 --> 00:35:38,750 if you look at artificial intelligence technology in isolation, you 509 00:35:38,750 --> 00:35:41,070 can do a lot. You can use APIs, you can 510 00:35:41,070 --> 00:35:44,320 build what you need to build, and that might take 511 00:35:44,320 --> 00:35:49,930 time, but there's a depth of capability within Genesys in our platform, in the 512 00:35:49,930 --> 00:35:54,480 cloud, but also in our multicloud platform for everyone else, 513 00:35:54,760 --> 00:35:58,540 that allows you to plug in these different technology components, 514 00:35:58,540 --> 00:36:03,200 and take advantage of all of the routing of the orchestration services, all of 515 00:36:03,700 --> 00:36:08,610 the reporting, the analytics, the entering conversation view, the widgets, 516 00:36:08,610 --> 00:36:13,220 the desktop. That complete Contact Center package that you have, 517 00:36:13,460 --> 00:36:18,750 strapped on with artificial intelligence technology as well. So Antony, 518 00:36:19,040 --> 00:36:22,540 I know this is a long running partnership for us, at 519 00:36:22,540 --> 00:36:25,630 least from 2018. Do you want to add any commentary 520 00:36:25,630 --> 00:36:31,670 around how Google Cloud and Genesys put together? This is 521 00:36:31,670 --> 00:36:33,820 a very exciting partnership we've been at. I think you were 522 00:36:33,820 --> 00:36:36,770 one of the very, very first partners that we talked 523 00:36:36,770 --> 00:36:40,360 to, and we made that partnership. The goal here for 524 00:36:40,360 --> 00:36:45,230 us was really to also leverage, not only the innovation 525 00:36:45,230 --> 00:36:48,480 that Genesys is bringing to the market, but also leverage 526 00:36:49,150 --> 00:36:51,960 a lot of customers that have Contact Centers with Genesys 527 00:36:51,960 --> 00:36:55,220 in place and wanted to bring more AI, more capabilities. 528 00:36:55,250 --> 00:36:59,160 And we're seeing the opportunity here to avoid a rip 529 00:36:59,160 --> 00:37:04,240 and replace, of your implementation, and really upgrade whatever you 530 00:37:04,240 --> 00:37:07,830 had from Genesys. Genesys upgrading a lot of their own 531 00:37:07,830 --> 00:37:11,210 capabilities into their customer experience, but I think the Agent 532 00:37:11,210 --> 00:37:15,960 Assist, the virtual agent, and those capabilities are really things 533 00:37:15,960 --> 00:37:20,730 that we feel strongly about our capabilities, and having that 534 00:37:20,730 --> 00:37:25,770 as part of the Genesys platform is really powerful. I feel 535 00:37:25,770 --> 00:37:30,410 so super exciting to have this in place. I'm going 536 00:37:30,410 --> 00:37:33,960 to come to another question that's being asked in real time here 537 00:37:33,960 --> 00:37:36,940 about some of the joint customer use cases that we 538 00:37:36,940 --> 00:37:41,120 see from Google and Genesys. And I know, just by coincidence, 539 00:37:41,120 --> 00:37:45,030 that is the very next slide that Antony is going to talk to, but I'll give 540 00:37:45,030 --> 00:37:47,650 you an anecdotal example of a customer that's gone live 541 00:37:47,650 --> 00:37:53,220 with a Google Contacts Center AI and Genesys recently, where they reduced 26 542 00:37:53,390 --> 00:38:00,010 speech IVR applications down to one. And if you ever 543 00:38:00,010 --> 00:38:03,620 had to operate these or build these, the significance of 544 00:38:03,720 --> 00:38:06,760 every single one of those applications. We're able to use Dialogflow 545 00:38:06,760 --> 00:38:12,060 in this instance with Genesys new gauge. This customer, which was a telecommunications customer, 546 00:38:13,980 --> 00:38:19,440 was able to greatly reduce their managed applications down to 547 00:38:19,620 --> 00:38:24,680 essentially one application that's orchestrated by Genesys. And the way 548 00:38:24,680 --> 00:38:28,640 they did that, this is using some of the technologies that are on this slide, which 549 00:38:28,690 --> 00:38:31,250 Antony, I might hand over to you to talk about in a bit more detail. I 550 00:38:31,250 --> 00:38:36,680 know I will add something on that telecom customer. It was 551 00:38:36,680 --> 00:38:39,930 not in English, which is also one of the power 552 00:38:39,930 --> 00:38:43,700 the Google platform, is we support quite a few languages for 553 00:38:43,940 --> 00:38:46,950 CCAI, and this is a very big success story that 554 00:38:46,950 --> 00:38:51,840 was not only for English speakers. I'll just maybe do 555 00:38:51,840 --> 00:38:59,000 that. So, yes, as Chris mentioned, we have three main 556 00:38:59,000 --> 00:39:02,650 products as part of our CCAI portfolio. To build virtual 557 00:39:02,650 --> 00:39:05,510 agents, there's is a product called Dialogflow, we'll talk a little 558 00:39:05,510 --> 00:39:10,770 bit more about that. Our Agent Assist capability named Agent 559 00:39:10,770 --> 00:39:14,460 Assist, very creative, will be there to help your agents 560 00:39:14,750 --> 00:39:18,330 both on chat and voice channels. And our newborn Insights 561 00:39:18,490 --> 00:39:23,300 Platform just launched now factually yesterday, and will go GA 562 00:39:23,300 --> 00:39:28,940 pretty quickly. After that there's looking all of the data that's 563 00:39:28,940 --> 00:39:32,340 coming in, in your Contact Center, on chat and voice 564 00:39:32,340 --> 00:39:36,850 channel and using all that data to help you derive 565 00:39:36,950 --> 00:39:43,960 insights, trends, search, help QA managers and training, review calls 566 00:39:44,510 --> 00:39:47,250 and really drive insight sentiment, et cetera, is all in 567 00:39:47,250 --> 00:39:50,020 the Insights Platform. So, those are the three products that you 568 00:39:50,020 --> 00:39:53,560 will see as part of the portfolio called TCI at 569 00:39:53,560 --> 00:40:03,460 Google, and they're available on the Genesys platform. is putting the elephant on 570 00:40:03,460 --> 00:40:06,860 the table, so to speak. Which is my way of 571 00:40:07,110 --> 00:40:10,470 saying, address the elephant in the room. Have you tried 572 00:40:10,470 --> 00:40:14,020 natural language processing with bots? And if so, which are 573 00:40:14,020 --> 00:40:22,790 the ones that you've tried? Because there are multiple choices out there that you can work with, and maybe the answer is no, you're not there yet, and you're maybe 574 00:40:22,790 --> 00:40:26,930 evaluating, or you've experimented, or maybe you already live. So 575 00:40:28,080 --> 00:40:30,190 I'll give that a few seconds. The options here are 576 00:40:30,190 --> 00:40:36,120 Amazon Lex, Google Dialogflow, Microsoft LUIS, IBM's Watson, something else? 577 00:40:36,120 --> 00:40:40,760 Maybe homegrown, or a third party, or you haven't tried 578 00:40:40,760 --> 00:40:47,650 any of them. I know this is probably a multiple choice answer, but let's see where people land. And we've got to put in an even 579 00:40:47,650 --> 00:40:58,560 split. Oh, that's. I try which is amazing. But also 580 00:40:58,560 --> 00:41:01,710 the call out here for me is the majority, and 581 00:41:01,830 --> 00:41:06,700 the majority haven't tried natural language understanding yet. And really, 582 00:41:06,880 --> 00:41:09,640 I would encourage you to maybe look at it. This is what we're talking 583 00:41:09,640 --> 00:41:13,810 about. It's the fundamental technology behind all of these cases that 584 00:41:13,810 --> 00:41:19,850 we're talking about today. It is a good time to 585 00:41:19,850 --> 00:41:24,550 try because this slide actually is relevant too. You probably haven't 586 00:41:24,550 --> 00:41:28,420 tried because you've had very bad experience calling Contact Centers, 587 00:41:29,610 --> 00:41:33,690 and you really think those things don't work. In terms of NLU, 588 00:41:36,070 --> 00:41:37,980 Google is really... It's quite a lot of paper. And actually 589 00:41:38,050 --> 00:41:41,700 Google even open sourced a very large transformer called BERT, 590 00:41:42,240 --> 00:41:45,640 which is transforming the NLU space right now. And Google 591 00:41:45,640 --> 00:41:48,500 has its own version of BERT, which uses a lot 592 00:41:48,500 --> 00:41:55,130 more data. But that's where NLU has drastically changed in, 593 00:41:55,240 --> 00:42:01,070 let's say, 12 to 18 months. Drastically change, entities traction, intent detection, 594 00:42:01,470 --> 00:42:04,240 the courtesy of intent detection and matching is much, much 595 00:42:04,240 --> 00:42:06,440 higher than what you would get in two or three 596 00:42:06,440 --> 00:42:08,570 years ago. So I think it's a good time to 597 00:42:08,570 --> 00:42:12,630 test it out. Obviously Google, as I mentioned earlier, is 598 00:42:14,000 --> 00:42:19,420 understanding speech. And NLU for Google, as a whole Google 599 00:42:19,420 --> 00:42:23,210 search even, is a core technology that is needed for 600 00:42:23,210 --> 00:42:28,440 Google to function. So the investment we're making there is 601 00:42:28,510 --> 00:42:31,230 obviously massive because it's not just investment that's made for 602 00:42:31,230 --> 00:42:33,770 CCAI, it's investment that's made for Google as a whole. 603 00:42:34,200 --> 00:42:37,170 Obviously we're very, very careful about what data we use. 604 00:42:37,180 --> 00:42:40,560 We use public data, Google Assistant, YouTube, Voicemail, et cetera. 605 00:42:40,880 --> 00:42:44,590 We're not using any other cloud customer's data, because that would completely 606 00:42:44,590 --> 00:42:50,650 breach our privacy and confidentiality. But the customers do benefit 607 00:42:50,650 --> 00:42:53,180 from a lot of that research and investment that Google 608 00:42:53,180 --> 00:42:57,750 is doing in the space. Antony, I know people are 609 00:42:57,750 --> 00:43:00,000 really curious about some of these things. So, I want 610 00:43:00,000 --> 00:43:02,320 to flash some of the stats and ask you to talk 611 00:43:02,320 --> 00:43:06,020 through them on conversational AI, which is what you lead 612 00:43:06,020 --> 00:43:12,230 the people. Those are some of the numbers that are a 613 00:43:12,250 --> 00:43:15,060 reflection, a bit of that investment that we're making, and 614 00:43:15,060 --> 00:43:19,810 they turn into vast adoption from customers. Thousands and thousands 615 00:43:19,810 --> 00:43:24,610 of customers are using a Dialogflow out of price customer. Dialogflow has 616 00:43:24,610 --> 00:43:27,750 reached a big milestone last year. I think it was last, 617 00:43:27,750 --> 00:43:30,940 next, it was around eight or 900, 000 developers on 618 00:43:30,940 --> 00:43:34,160 the platform. We actually reached 1. 4 million developers on the platform 619 00:43:34,160 --> 00:43:36,360 the last two months. And it's still growing very, very 620 00:43:36,360 --> 00:43:40,780 fast. So Dialogflow has a massive public community that really 621 00:43:41,110 --> 00:43:46,320 helps people with creating bots. We support 32 languages for 622 00:43:46,320 --> 00:43:49,580 voice and a lot, lot more. I think it's 80 or something 623 00:43:49,580 --> 00:43:54,270 in chat. We have full integration with Genesys platform, which 624 00:43:54,270 --> 00:43:57,120 is the partnership here, which is awesome, but things like... 625 00:43:57,380 --> 00:44:00,620 Our bots can handle 20,000 intent for example, in a 626 00:44:00,620 --> 00:44:04,540 single agent. In a single agent. That means one entry 627 00:44:04,540 --> 00:44:08,190 point, and you can do 20, 000 in intent detection 628 00:44:08,190 --> 00:44:11,150 and route people throughout the entire company. You don't have 629 00:44:11,150 --> 00:44:13,610 to ask people to press one for service, and two 630 00:44:13,610 --> 00:44:16,300 for support. This is all part of the conversation get 631 00:44:16,300 --> 00:44:19,650 down and it all use case in switch between each of them. 632 00:44:19,840 --> 00:44:21,640 You call for billing first, and then you want to 633 00:44:21,640 --> 00:44:25,640 change plan. All that is done in a single agent, 634 00:44:26,250 --> 00:44:30,230 thanks to that kind of capabilities. WaveNet is interesting. WaveNet is the 635 00:44:30,230 --> 00:44:32,850 ability to create... It's text to speech. It's the reverse. 636 00:44:33,050 --> 00:44:34,720 You're speaking to the bot, the bot has to speak 637 00:44:34,720 --> 00:44:37,950 back to you. And Google has released and developed, and 638 00:44:37,950 --> 00:44:42,360 actually released the WaveNet technology, to create voices that are 639 00:44:42,420 --> 00:44:48,370 very human sounding. And what we've realized is the more 640 00:44:48,370 --> 00:44:51,710 human sounding, the more engaging those voices are, the more 641 00:44:51,710 --> 00:44:55,680 the customers or users of the platform are actually engaged. So, getting 642 00:44:55,680 --> 00:44:58,700 to a point where those voices are very, very human, 643 00:44:59,560 --> 00:45:05,050 will help adoption of voice bots in the field. And 644 00:45:05,250 --> 00:45:07,750 without ever deceiving customers, you never want to make them 645 00:45:07,750 --> 00:45:09,910 think they're talking to a human when they're talking to 646 00:45:09,910 --> 00:45:13,040 a bot. But having that engaging voice is very, very 647 00:45:13,040 --> 00:45:15,440 important to deploying a bot, and that's available today. There's 648 00:45:17,740 --> 00:45:21,700 150 or 60, I can't remember exactly, WaveNet voices available 649 00:45:21,700 --> 00:45:27,950 to you on the Google platforms in many, many languages. It's funny. I'm 650 00:45:28,490 --> 00:45:31,390 going to pick up on something about WaveNet, which again, for 651 00:45:31,390 --> 00:45:35,310 a Contact Center audience, this is quite transformative. If you think of 652 00:45:36,890 --> 00:45:40,250 the thousands of different prompts, they recorded as part of 653 00:45:40,250 --> 00:45:50,640 your flows today, and having to take that to a recording artist or somebody in the Contact Center, just to record that quick message. Imagine what 654 00:45:50,640 --> 00:45:55,140 that means for you when you can start to type 655 00:45:55,140 --> 00:45:57,510 them and allow the system to use brand then use... Sorry, to use a 656 00:45:58,960 --> 00:46:02,420 voice that is on brand for you, and choosing one of 657 00:46:02,420 --> 00:46:06,530 those waves in their voices. That's a huge operational efficiency that is just built 658 00:46:06,530 --> 00:46:11,240 into the platform. And that brings me to the peanut 659 00:46:11,240 --> 00:46:14,310 butter and jelly, the better to get a slide. And 660 00:46:14,310 --> 00:46:19,560 the reason for that is, when we think about all of the things that go into operating and managing a 661 00:46:19,630 --> 00:46:25,340 Contact Center operation, Genesys has user experience. Unlike where we 662 00:46:25,340 --> 00:46:29,250 put a bot in the front, and have that as isolated experience, 663 00:46:29,490 --> 00:46:33,440 really what we advocate at Genesys is let your customer experience platform 664 00:46:33,530 --> 00:46:37,950 orchestrate that entire end- to- end customer conversation. Genesys has 665 00:46:37,950 --> 00:46:41,350 some artificial intelligence technology on its own with something we call Predictive 666 00:46:41,350 --> 00:46:44,810 Web Engagement, that allows you to engage customers based on 667 00:46:44,810 --> 00:46:47,230 all of the data that we know and drive them to an 668 00:46:47,230 --> 00:46:50,500 experience that is very best for them. Sometimes that's a 669 00:46:50,500 --> 00:46:56,440 human. Sometimes that's a piece of content. Other times that's a bot. And using that upfront decision 670 00:46:56,440 --> 00:46:59,660 logic in an orchestration, we can really optimize that end 671 00:47:00,370 --> 00:47:03,520 to end customer experience and bring in the technology at 672 00:47:03,520 --> 00:47:06,730 the right time. I'm going to come back to Ritu 673 00:47:07,060 --> 00:47:08,220 here for a second, because we've got a couple of 674 00:47:08,650 --> 00:47:11,210 key takeaways and then we want to get into your 675 00:47:11,770 --> 00:47:25,840 audience Q& A. So, Ritu, why don't you just recap for us some of the research? all dimensions. That's fantastic. 676 00:47:26,220 --> 00:47:30,810 And so, if I actually walk you through, in the 677 00:47:30,880 --> 00:47:34,830 study that we just talked about, the 407 different organizations worldwide, 678 00:47:35,630 --> 00:47:38,390 and across the different industry, there are folks who are 679 00:47:38,390 --> 00:47:41,910 early adopters of this technology. So, kudos to them and we 680 00:47:41,910 --> 00:47:44,910 ask them, " What are your metrics and what are the 681 00:47:44,980 --> 00:47:48,240 rate of improvements that you're actually seeing today, and also what 682 00:47:48,520 --> 00:47:50,610 you envision it to be in the next three years?" 683 00:47:50,960 --> 00:47:53,880 So, very heartening to see, and I saw one question 684 00:47:53,880 --> 00:47:56,900 in the chat here that someone was asking that, " What is 685 00:47:56,900 --> 00:48:01,470 the ROI of this investment? Is it just the employee, human 686 00:48:01,470 --> 00:48:04,310 agent productivity?" And if you think the earlier adopters, of 687 00:48:04,310 --> 00:48:07,590 course they have seen improvement in efficiency and that is 688 00:48:07,590 --> 00:48:10,650 one of the metrics, but the top seat, is not just 689 00:48:10,650 --> 00:48:14,480 the efficiency of the human agents. It's actually better customer 690 00:48:14,480 --> 00:48:20,100 experience. They might be measuring it either through NPS, or that they're measuring it through customer lifetime 691 00:48:20,190 --> 00:48:24,390 value. There are different measurements. The customers might be doing it, but 692 00:48:24,930 --> 00:48:30,580 that's just number one. They feel that they actually can reduce the 693 00:48:30,580 --> 00:48:33,960 average handling time, from someone who's actually giving you a 694 00:48:33,960 --> 00:48:37,940 call, to making it more sufficient than us, either just 695 00:48:38,020 --> 00:48:42,770 being answered by the voicebot, or the chatbot, textbot. All 696 00:48:42,770 --> 00:48:45,540 tapping is on, in a reasonable amount of time, at 697 00:48:45,540 --> 00:48:49,440 the right time, with the right level of messaging to the human agent, to 698 00:48:49,440 --> 00:48:51,850 be answered in the most diligent and the most efficient way. 699 00:48:52,440 --> 00:48:55,770 So the end- to- end handling time is greatly improved, only 700 00:48:56,250 --> 00:49:00,020 24% of them say. And improved call deflection. In certain 701 00:49:00,120 --> 00:49:03,540 situations, if you see that the bot is not equipped to answer that, then 702 00:49:04,230 --> 00:49:07,070 it can be rightly moved on to a different means 703 00:49:07,070 --> 00:49:12,450 of communication. Those are the three most important rate of improvements the customers 704 00:49:13,080 --> 00:49:17,900 are reporting. Of course improvement in efficiency, and all of that is 705 00:49:17,900 --> 00:49:22,570 extremely important and improvement in operational efficiency. But I hope that answers 706 00:49:23,000 --> 00:49:25,860 the question that I saw in terms of the ROI, but 707 00:49:26,290 --> 00:49:29,540 this is something that we'll be constantly watching and running 708 00:49:29,800 --> 00:49:34,380 more extensive amounts of research over the next couple of months, and over the course of 709 00:49:34,380 --> 00:49:36,570 a year. And we'd be happy to report in more 710 00:49:37,100 --> 00:49:40,280 further interesting insights. So with that, I'll pass it on 711 00:49:40,280 --> 00:49:56,100 to you, Chris. Chris? the use cases. The answering might be coming off mute there. 712 00:49:56,440 --> 00:49:59,920 But as he's coming out- Sorry. There we go. I 713 00:49:59,920 --> 00:50:07,360 lost my track. I lost my trail and I saw here the 714 00:50:07,360 --> 00:50:13,030 window was answering questions. The way you want to implement that 715 00:50:13,030 --> 00:50:16,170 is, and we've seen that mistake happen in many customers, is they're 716 00:50:16,170 --> 00:50:20,590 trying to think about all that customer experience transformation and start 717 00:50:20,820 --> 00:50:24,450 trying to want to change an entire BU. They take 718 00:50:24,970 --> 00:50:27,440 a floor organization in their company and try to do 719 00:50:27,440 --> 00:50:30,040 a full change of that. And that's usually not the 720 00:50:30,040 --> 00:50:32,060 right way to do it. It's good to have that 721 00:50:32,060 --> 00:50:34,470 as the silver lining of all your transformation, but you 722 00:50:34,470 --> 00:50:36,690 can start with simple things. And we have seen those 723 00:50:36,690 --> 00:50:40,380 simple things being deployed. We launched about three months ago 724 00:50:40,380 --> 00:50:44,440 in April, I think, a Rapid Response VA because of 725 00:50:44,440 --> 00:50:47,420 the situation. We had massive demand for Rapid Response VA. 726 00:50:47,550 --> 00:50:49,580 We launched that and you could deploy a bot in two 727 00:50:49,580 --> 00:50:53,840 weeks for simple use cases, no return processing in retail, 728 00:50:53,840 --> 00:50:57,920 hours of operation in healthcare, balance and query in financial 729 00:50:57,920 --> 00:51:00,460 services. Those are simple use cases you can launch very, very 730 00:51:00,470 --> 00:51:04,560 quickly and get going with your customers, and tamper a 731 00:51:04,560 --> 00:51:07,480 lot of that load that did increase actually with the 732 00:51:07,480 --> 00:51:10,560 current situation through the use of bot. And then you 733 00:51:10,560 --> 00:51:13,240 expand from there adding more use cases, as you go 734 00:51:13,840 --> 00:51:18,840 to fit into your broader customer experience transformation journey. But 735 00:51:18,840 --> 00:51:23,880 start small. You can't start fast, that's the idea. Wonderful. And 736 00:51:24,210 --> 00:51:28,300 lastly, before we get to Q&A, from a Genesys perspective, 737 00:51:28,300 --> 00:51:31,490 from a Genesys vision, we want to provide the most flexible AI 738 00:51:31,490 --> 00:51:35,080 powered CX solution for the digital age. And really if 739 00:51:35,080 --> 00:51:37,640 I break that apart, as you see, that's whether you 740 00:51:37,640 --> 00:51:41,140 deploy on prem, or in the cloud, depending on the business 741 00:51:41,140 --> 00:51:44,470 outcomes that you want to optimize for breaking those silos across 742 00:51:45,760 --> 00:51:48,760 your organization, whether it's sales, marketing or service, and really 743 00:51:48,760 --> 00:51:53,580 being able to orchestrate those experiences together. So now we 744 00:51:53,580 --> 00:51:56,580 get into questions. And so I'm going to start with the question, that I'm going to answer myself. It comes from Susan, and it's about call deflection. "What is call deflection?" Call deflection at the end of 745 00:52:07,360 --> 00:52:11,810 the day means taking a customer that might otherwise consume a 746 00:52:11,810 --> 00:52:15,410 high cost resource like a human talking to an agent, 747 00:52:15,710 --> 00:52:17,950 to something that they could maybe self- service. And you're 748 00:52:17,950 --> 00:52:21,990 deflecting them from one experience to something that you will satisfy them 749 00:52:22,260 --> 00:52:26,340 well. And increasingly we're seeing that as a virtual agent 750 00:52:26,420 --> 00:52:31,830 experience, where, for a customer, they want to get an answer quickly, virtual 751 00:52:31,830 --> 00:52:34,900 agents can provide accurate, timely advice. You don't have to 752 00:52:34,900 --> 00:52:37,680 wait in queue for five minutes to get to someone that's going to tell 753 00:52:37,920 --> 00:52:46,010 you exactly the same thing. That's called deflection. I'm going 754 00:52:46,010 --> 00:52:50,970 to go to another question here, and this is going to be, Antony, it's for you- Yes. which is, " Is there 755 00:52:50,970 --> 00:52:55,170 a white paper on Google Contacts Center AI for virtual 756 00:52:55,170 --> 00:53:01,130 agents on how to deploy it?" There isn't a white 757 00:53:01,130 --> 00:53:07,300 paper, no. That said, we do have quite a few 758 00:53:07,980 --> 00:53:11,000 SI partners that are not certified, but trained on CCAI and 759 00:53:12,030 --> 00:53:15,220 can deploy that very, very well. I can name a 760 00:53:15,220 --> 00:53:20,220 few, Quantiphi, SpringML,, et cetera, are all very, very good at 761 00:53:20,220 --> 00:53:23,430 size, that have done many deployments and are targeting many. 762 00:53:25,480 --> 00:53:29,080 And can really help you through that journey creating the 763 00:53:29,080 --> 00:53:32,750 bots and deploying them, and also helping you with the agency's experience. 764 00:53:33,650 --> 00:53:36,820 Absolutely. And I will mention there is a video out 765 00:53:36,820 --> 00:53:40,080 there that you can check out which Genesys Group created 766 00:53:40,080 --> 00:53:45,310 together, which articulates some of the experiences that you can 767 00:53:45,310 --> 00:53:48,590 achieve using this technology. Ruti, next question is for you. 768 00:53:49,270 --> 00:53:52,410 It comes from Mary Ellen and it says, " Ruti, mentioned 769 00:53:52,410 --> 00:53:56,780 the democratization of data and changing culture." What tools do 770 00:53:56,780 --> 00:54:02,500 you see customers using to achieve the democratization of data, getting 771 00:54:02,500 --> 00:54:07,300 data out to the right people at the right time?" Oh, that's 772 00:54:07,300 --> 00:54:11,820 a great question. The very interesting thing today is there's 773 00:54:11,820 --> 00:54:16,390 no... It's not a few figures of the structured data 774 00:54:16,390 --> 00:54:19,840 now. There's a lot of unstructured data that is being used today. 775 00:54:20,030 --> 00:54:24,010 There's semi structured data. So, there's a cost of new set 776 00:54:24,010 --> 00:54:26,650 of breed of tools and technologies coming into place in 777 00:54:26,650 --> 00:54:31,860 terms of consolidating one common data platform. But that's just 778 00:54:31,860 --> 00:54:36,050 the starting this, specifically Facebook, because how do you transform 779 00:54:36,050 --> 00:54:39,470 the data, how you make sure the right set of 780 00:54:39,470 --> 00:54:43,780 metadata is available around them. It's a little bit fragmented market 781 00:54:43,780 --> 00:54:47,930 right now. There's something one separate for unstructured data, something for 782 00:54:47,930 --> 00:54:51,810 structured data, but there are a couple of tools and technologies, including 783 00:54:51,810 --> 00:54:55,180 from Google and the other incumbents that we talked, about 784 00:54:55,240 --> 00:54:58,100 that they can reach out to me separately to get 785 00:54:58,100 --> 00:55:01,010 the specific names, but there are things coming into for 786 00:55:01,010 --> 00:55:05,530 consolidation of different datasets, having a common metadata catalog. And 787 00:55:05,530 --> 00:55:11,170 also there are some advancements happening in transformational technology to improve 788 00:55:11,290 --> 00:55:14,320 the using Insights. AI is being used to even assess 789 00:55:14,320 --> 00:55:17,560 the quality of the data, to eliminate the biases in the 790 00:55:17,560 --> 00:55:21,920 data, to do the whole automation data pipeline. So there are 791 00:55:21,960 --> 00:55:24,300 a whole bunch of tools, but essentially it's a little 792 00:55:24,450 --> 00:55:26,640 bit fragmented right now if I have to say, but 793 00:55:26,640 --> 00:55:30,240 it's changing very rapidly. All right. So we have more 794 00:55:30,240 --> 00:55:33,410 questions that I think we're going to be able to answer in five minutes. So, we're going to get to do rapid 795 00:55:33,410 --> 00:55:38,290 fire. Antony, next question is for you, which is, " where are we seeing the 796 00:55:38,290 --> 00:55:46,820 ROI on chatbots versus increased staffing?" There's a few areas 797 00:55:46,820 --> 00:55:48,500 where you could get that. So the first one is 798 00:55:50,800 --> 00:55:55,480 when the chatbot reaches the agent, usually there's a conversational chatbot 799 00:55:55,480 --> 00:55:59,420 that did a lot of the data gathering, trying to 800 00:55:59,420 --> 00:56:01,500 solve the answer for. So, when the agent gets it, 801 00:56:02,010 --> 00:56:04,270 a lot of that information is already gathered, passed to 802 00:56:04,270 --> 00:56:06,840 the human agent, and then the call is obviously shorter, 803 00:56:06,840 --> 00:56:09,060 because you don't have to redo all that data gathering. 804 00:56:09,580 --> 00:56:12,990 There's a gain there. Second gain is a smart reply, 805 00:56:12,990 --> 00:56:16,410 which is something that we have in our technology, which actually 806 00:56:16,410 --> 00:56:23,480 suggests answers directly, and the human agent can click that 807 00:56:23,480 --> 00:56:26,740 answer, and there's these choices, there's usually two or three answers. 808 00:56:26,740 --> 00:56:28,550 They can click it, just edit it if they want, 809 00:56:28,550 --> 00:56:31,970 or just send it. So faster typing, more accurate responses, 810 00:56:32,130 --> 00:56:34,750 less typos. If you look at chat agents, they're always 811 00:56:35,560 --> 00:56:39,560 switching back to fix a typo, that doesn't happen. And 812 00:56:39,560 --> 00:56:44,700 then also the documents suggestion, knowledge suggestion help the human 813 00:56:44,700 --> 00:56:47,250 agent not have to search and put somebody on post 814 00:56:47,250 --> 00:56:50,500 search, either on Google or in their own internal systems 815 00:56:50,500 --> 00:56:54,340 to find a document. Those documents are automatically suggested through 816 00:56:54,340 --> 00:56:56,800 the Agent Assist. So that goes faster. And at the 817 00:56:56,800 --> 00:56:59,560 end of the call, the call dispositions also shorten because 818 00:56:59,560 --> 00:57:02,020 all that conversation, the intents that were detected in the 819 00:57:02,020 --> 00:57:05,130 conversational, are put in a little summary that can be put 820 00:57:05,130 --> 00:57:08,100 on the case. So you're gaining efficiency in every step 821 00:57:08,100 --> 00:57:12,430 of the way there. Wonderful. I'll take the next question 822 00:57:12,430 --> 00:57:16,250 from Christine, which is, " Where can I find more information about 823 00:57:16,250 --> 00:57:19,460 Agent Assist, how it works, what does the implementation look 824 00:57:19,780 --> 00:57:24,970 like, what can you do with it? And how it's being used by other customers currently?" Genesys. com. 825 00:57:25,500 --> 00:57:28,500 So we would love to talk to you about that as an implementation partner with 826 00:57:28,500 --> 00:57:34,390 Google, about how real world customers are using it, the benefits, 827 00:57:34,740 --> 00:57:38,140 the timelines, the whole lot. So very happy to engage 828 00:57:38,140 --> 00:57:41,100 with you on that. There is additional information on google. 829 00:57:41,320 --> 00:57:44,830 com if you looked at Contact Centre AI, which takes you 830 00:57:44,830 --> 00:57:50,140 through the Contact Center AI Agent Assist capabilities as well. My 831 00:57:50,140 --> 00:57:54,730 next question, Antony, I'm going to come back to you 832 00:57:54,730 --> 00:57:58,420 on this one. This is from Darrius which is, " What level 833 00:57:58,420 --> 00:58:02,880 of effort does it take to tune the AI for multi- 834 00:58:02,880 --> 00:58:07,990 tone responses, for it to be conversational?" Just for the 835 00:58:07,990 --> 00:58:11,360 audience benefit, the multi- tone response is really when you're 836 00:58:11,360 --> 00:58:15,130 going back and forth in the conversation, so it feels 837 00:58:15,130 --> 00:58:19,640 natural. But Antony what's your answer there? There's a few 838 00:58:19,640 --> 00:58:22,130 things in that question. First thing I would say the 839 00:58:22,190 --> 00:58:27,150 model itself, the understanding model does not need to be 840 00:58:27,150 --> 00:58:30,640 retrained, or trained, or do anything special. But one we provide out of 841 00:58:30,720 --> 00:58:32,810 the box for you is actually very powerful and can 842 00:58:32,860 --> 00:58:35,520 adapt. So how you're going to tune it, is based 843 00:58:36,730 --> 00:58:39,290 via courtesy of the training phrases and the appropriate training 844 00:58:39,290 --> 00:58:42,960 phrases to tell our NLU what they need to search for 845 00:58:43,240 --> 00:58:47,860 in those sentences, that's on a one tone basis. Multi- 846 00:58:47,860 --> 00:58:53,410 tone Dialogflow supports many, many bot returns, conversation, and can 847 00:58:53,410 --> 00:58:55,890 do all the back end calls, have different paths based 848 00:58:55,890 --> 00:58:59,190 on the responses from those web hooks that you're doing 849 00:58:59,190 --> 00:59:05,060 the back end. It's not technically complicated, obviously you need 850 00:59:05,060 --> 00:59:07,540 to adapt to conversation. So there is a level of effort, 851 00:59:07,830 --> 00:59:09,430 as I said, you can start in a couple of 852 00:59:09,430 --> 00:59:11,610 weeks and get one or two bugs going and then 853 00:59:11,850 --> 00:59:17,200 add more as you go. I would say overall, it's 854 00:59:17,200 --> 00:59:19,980 going to be a journey because you probably have hundreds of 855 00:59:19,980 --> 00:59:23,570 use cases, but you can get started pretty quickly, and 856 00:59:23,650 --> 00:59:28,570 you do not have to retrain the model. This is 857 00:59:28,570 --> 00:59:34,280 done automatically by Dialogflow, even in a multi- tone environment. 858 00:59:34,280 --> 00:59:39,330 Awesome. It's hard to answer a short statement on this one. It's really 859 00:59:39,330 --> 00:59:42,900 encouraging to see that we have so many questions. Just because we didn't answer 860 00:59:42,910 --> 00:59:44,610 them right now, it doesn't mean that we're not going to. I'm going to 861 00:59:44,610 --> 00:59:50,100 answer one last question and hand back to Josh, our moderator here. 862 00:59:50,290 --> 00:59:55,810 So the question is from HCL, "Is there a specific version of Genesys that is 863 00:59:55,810 --> 00:59:59,070 required for CCAI to work?" Guess what the good news 864 00:59:59,200 --> 01:00:05,720 is, we've integrated Google CCAI all on our various capabilities 865 01:00:05,970 --> 01:00:11,260 across Genesys, PureConnect, Engage and Genesys Cloud. So no matter 866 01:00:11,260 --> 01:00:13,700 what platform you're on, we have something for you. We 867 01:00:13,700 --> 01:00:18,510 can look at your specific requirements and give you a path 868 01:00:18,510 --> 01:00:21,640 forward. So with that, Josh, I'm going to hand it 869 01:00:21,640 --> 01:00:25,940 back to you to take us through what's next. Awesome. 870 01:00:26,260 --> 01:00:29,650 Thank you very much, Chris. Like you mentioned, unfortunately, that 871 01:00:29,650 --> 01:00:31,410 is the end of our Q& A, but don't freak, 872 01:00:31,820 --> 01:00:33,870 even though we didn't answer it live, we will follow 873 01:00:33,870 --> 01:00:36,790 up with you via email within the next few business days. So just be 874 01:00:36,890 --> 01:00:40,990 on the lookout for our prompt responses to you. So 875 01:00:41,080 --> 01:00:44,270 with all that being said, to wrap up, first, don't 876 01:00:44,270 --> 01:00:46,740 forget to take advantage of the additional resources within the 877 01:00:46,740 --> 01:00:50,560 resource list. Specifically the Contact Center AI success kit, the 878 01:00:50,560 --> 01:00:54,270 IDC spotlight and the Genesys and Google Cloud partnership page 879 01:00:54,270 --> 01:00:57,080 on genesys. com. Be sure to click those before today's 880 01:00:57,080 --> 01:00:59,310 session ends, and they'll open up in a new tab 881 01:00:59,310 --> 01:01:01,720 in your browser and give you an additional information on 882 01:01:01,720 --> 01:01:06,360 today's topic. Also after today's session concludes, you'll have the 883 01:01:06,360 --> 01:01:08,610 opportunity to fill out that brief survey that I mentioned 884 01:01:08,610 --> 01:01:12,470 before. We'd love and appreciate your feedback. And lastly, be 885 01:01:12,570 --> 01:01:14,470 sure to check out our new podcast Tech Talks in Twenty, where 886 01:01:15,080 --> 01:01:17,900 we sit down with Genesys experts to discuss the topics 887 01:01:17,900 --> 01:01:20,270 that you want to hear, in about 20 minutes. You 888 01:01:20,270 --> 01:01:22,580 can listen on our website as well as anywhere you 889 01:01:22,680 --> 01:01:27,010 get your podcasts, iTunes, Google Play, Spotify, and Stitcher. So 890 01:01:27,010 --> 01:01:29,700 with all that being said on behalf of Chris, Ritu and 891 01:01:29,700 --> 01:01:32,630 Antony, as well as the entire Genesys team, we thank 892 01:01:32,630 --> 01:01:36,280 you for joining today's webcast titled, Unlock the transformative power 893 01:01:36,280 --> 01:01:39,670 of AI for Contact Centers. Until next time, have a 894 01:01:39,670 --> 01:01:42,540 good one, everyone. Thank you.[mktoform cta_header="WATCH NOW" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t8gXQAQ"] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Product Marketing Genesys [this_page_title] [cutoff co_thick="2px"]The contact cener has changed - we're now using AI connecting via digital, emphasizing personalization in working to reduce customer effort. It is time for our metrics to catch up! View this webinar as we reveal how to build a performance management strategies outlined with that with what customers, space agents and businesses really need in today's era. You'll know how to set the right metrics, develop the right coaching, select the right technology and build the right customer journey[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HSQAY" url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you" ar_url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you"] [this_page_title] [cutoff co_thick="2px"]You have lofty ambitions for your contact center, and your customers have lofty demands for the experience. How will you turn these aspirations into reality? The answer: a savvy approach to technology. Watch this on-demand webinar on the State of Contact Center Technology to learn how to navigate this journey. Whether your emphasis is on managing technology, designing customer experiences or guiding agents through transformation, our expert speakers will separate fact from fiction, hype from reality and “cool” from “customer-centric” as they empower you to turn the industry’s most exciting innovations into utterly unprecedented result[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HIQAY" url="https://www.genesys.com/campaign/state-of-the-contact-center-webinar-thank-you" ar_url="https://www.genesys.com/campaign/state-of-the-contact-center-webinar-thank-you"] LinkedIn Live Demo Genesys Cloud: The power of a visionary workforce engagement solution [cutoff co_thick="2px"][webinarschedulesingle]Whether you’re an agent or a supervisor, the complexity of your contact center solution can interfere with your ability to do your job well. A host of overly complex solutions forces your employees to focus their attention on navigating technology rather than providing excellent customer experiences, and can waylay them with updates that break parts of their systems, confusion about which solutions to use for specific tasks, and an ability to see and understand the bigger picture with integrated reporting and analytics. Watch this on-demand demo for the Genesys integrated, all-in-one WEM solution. During this 25-minute session, you’ll get a chance to see the highlights of our solution in action.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8bmQAA"] Meet the Speakers Robert Beasley Director, Strategic Solutions Genesys [this_page_title] [cutoff co_thick="2px"] Get the contact center platform of the future — it’s easier than you think. With a methodology and automation tools born from hundreds of customer migrations over recent years, we can move you from your current Genesys platform to the Genesys Cloud™ platform quickly. In this on-demand webinar you will hear about: How we use automation tools to speed design & implementation What factors you need to consider before starting How you can leverage your existing investment to set up Genesys Cloud Watch this on-demand session to see and experience it for yourself. [mktoform cta_header="Watch the on-demand recording" cta_button="Watch now" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7TDQAY"] [this_page_title] [cutoff co_thick="2px"]The contact center is where artificial intelligence will have perhaps the greatest impact on organizations in the next decade. It will reshape traditional IVRs with natural language processing, machine learning, and robotic process automation. But it’s not just about the technology; it’s about what you can do with it to solve customer problems. Watch the on-demand webinar with experts from Nuance, Genesys, LogMeIn, and Directly, where we’ll discuss these topics: How AI supports the customer journey, including analytics and predictive recommendations How AI can work behind the scenes to help employees deliver better customer experiences Best practices for cost-effectively increasing agent efficiency and customer satisfaction The best way to deploy AI for support teams to deliver greater employee satisfaction and retention How working with AI and bots is not exactly what you think it is Best practices for setting up successful virtual assistants The critical infrastructure needed for successful AI implementations [mktoform ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t8HNQAY"] [this_page_title] [cutoff co_thick="2px"]Migrating to a cloud contact center solution enables your company to continuously provide meaningful experiences while delivering competitive results. Cloud solutions allow you to get automated, get predictive with your customers’ needs and, more importantly, allow you to have a dynamic contact center that can help your company stay competitive. View this on-demand webinar with Robin Gareiss, Founder and President of Nemertes Research, and Derek Adams, Senior Product Marketing Director at Genesys, to learn more about: Why you should be migrating to the cloud What migration looks like for your on-premises contact center [mktoform cta_button="View On-Demand" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HD" url="https://www.genesys.com/campaign/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou" ar_url="https://www.genesys.com/campaign/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou"] [this_page_title] [cutoff co_thick="2px"]For the government to properly serve its mission, agencies need engaged employees. Yet, the annual Federal Employee Viewpoint Survey shows that government employees often feel like don’t have the proper tools and resources they need to get their job done. The cloud can alleviate some of those issues. This OnDemand fireside chat with government and industry experts discusses how the cloud can boost employee engagement. Specifically, you'll learn: Why government employees feel like they don't have the proper tools and resources to get their jobs done. The biggest barriers, including, leadership buy-in, budget and security challenges that prevent governments from modernizing. How successful organizations have boosted employee engagement with the cloud. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z9QAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement"] Meet the Speakers David York Senior Vice President, US Public Sector, Genesys Ryan Hillard Systems Developer, Small Business Administration Monthly Genesys Cloud Demo See Genesys Cloud in action: Keep your employees happy [cutoff co_thick="2px"][webinarschedulesingle]Your call center and customer service agents are the voice and face of your company. How they feel about their work has a ripple effect; happy and engaged employees create better customer experiences. Simplify their work with tools like unified communications. Ensure consistent service with quality tracking and measuring. And use custom widgets to get a clear picture of key KPIs. Modern call center software, like the Genesys CloudTM platform, can improve the work life of your agent and supervisors. Join us for the June Genesys Cloud demo to learn more about tools that improve the employee experience.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8CmQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Get an in-depth look into: Market AI adoption Reality, practicality and best practices for implementing and scaling AI MIT predictions about the role of AI [cutoff co_thick="2px"]1 00:00:05,100 --> 00:00:08,410 Good morning, evening and afternoon everyone. This is Josh Reed from 2 00:00:08,410 --> 00:00:10,420 the digital events team here at Genesys and I'll be 3 00:00:10,420 --> 00:00:13,620 moderating today's webcast. Let me be the first to welcome 4 00:00:13,620 --> 00:00:17,360 you all to today's webcast titled AI in the Contact Center: 5 00:00:17,530 --> 00:00:21,750 The Promise, Reality and Future. So to make sure that you 6 00:00:21,750 --> 00:00:24,610 have the best experience viewing today's webcast, let me highlight 7 00:00:24,610 --> 00:00:27,330 a few things first. First off, if you experience any 8 00:00:27,330 --> 00:00:31,610 problems viewing or listening to today's webcast, refresh your browser 9 00:00:31,610 --> 00:00:34,110 and make sure that it's up to date to support HTML5 as this 10 00:00:34,110 --> 00:00:37,930 usually fixes any console issues that you might experience. Also it 11 00:00:37,930 --> 00:00:40,500 might help to switch over to something like Mozilla Firefox 12 00:00:40,500 --> 00:00:42,670 or Chrome as well as these are the best browsers 13 00:00:42,670 --> 00:00:45,920 to support the webcast platform. And if you're having trouble 14 00:00:45,920 --> 00:00:49,460 seeing the slide window or the webcam window, that's completely 15 00:00:49,460 --> 00:00:51,680 fine. You do have the ability to enlarge that by 16 00:00:51,680 --> 00:00:56,330 dragging one of the corners throughout the presentation. Also note 17 00:00:56,330 --> 00:00:59,130 this webcast is designed to be an interactive experience between 18 00:00:59,130 --> 00:01:01,310 you and our presenters today. So at any time during 19 00:01:01,310 --> 00:01:03,510 the webcast, feel free to throw questions into the Q& 20 00:01:03,510 --> 00:01:07,430 A window below this slide window and we'll answer as 21 00:01:07,430 --> 00:01:10,340 many as we can at the end of the presentation. However, 22 00:01:10,500 --> 00:01:12,630 as sometimes it does happen if time gets away from 23 00:01:12,630 --> 00:01:15,670 us and we aren't able to answer your question aloud, 24 00:01:15,910 --> 00:01:18,320 don't frank we will follow up with you via email 25 00:01:18,320 --> 00:01:21,940 within the next few business days. And also know if 26 00:01:21,940 --> 00:01:24,100 you're joining late or you have to jump, or if 27 00:01:24,100 --> 00:01:26,400 you have to go somewhere else during the presentation, don't 28 00:01:26,400 --> 00:01:28,710 worry about that. This is being recorded and you will 29 00:01:28,710 --> 00:01:31,560 receive an on demand recording from ON24 within the next 30 00:01:31,560 --> 00:01:33,320 few business days. So just be on the lookout for 31 00:01:33,320 --> 00:01:37,080 that. Also at any time during today's webcast, feel free 32 00:01:37,080 --> 00:01:40,280 to check out the resource box just below the slide window 33 00:01:40,280 --> 00:01:42,870 next to the Q& A window. Clicking through won't take you away, 34 00:01:42,870 --> 00:01:44,530 so don't worry about that. It'll open up in a 35 00:01:44,530 --> 00:01:47,330 new tab in your browser, but these resources expand on 36 00:01:47,330 --> 00:01:51,370 today's topic. And lastly, we welcome and appreciate your feedback. 37 00:01:51,420 --> 00:01:53,330 So you'll have the opportunity to fill out a short 38 00:01:53,330 --> 00:01:56,020 survey today. It can be found in the last icon 39 00:01:56,020 --> 00:01:58,470 to the left or it'll show up automatically at the 40 00:01:58,470 --> 00:02:00,720 end of the presentation, but we definitely want to collect 41 00:02:00,720 --> 00:02:02,780 your feedback about what you would like to hear in 42 00:02:02,780 --> 00:02:07,390 the future for our webcasts. And like I said, short 43 00:02:07,390 --> 00:02:11,040 and sweet. So today we have three excellent presenters excited 44 00:02:11,040 --> 00:02:14,020 to discuss how to get details on current AI use 45 00:02:14,020 --> 00:02:17,760 cases, challenges, and trends, and see how the COVID-19 pandemic 46 00:02:17,760 --> 00:02:21,850 has changed the trajectory of AI in the contact center. First 47 00:02:21,850 --> 00:02:24,210 we have Janelle Dieken. She's the Senior Vice President of 48 00:02:24,290 --> 00:02:28,370 Product Marketing here at Genesys and joining Janelle today, we 49 00:02:28,370 --> 00:02:32,040 have two special guests from MIT technology review insights. Let 50 00:02:32,040 --> 00:02:35,440 me welcome Claire Beatty, the Editorial Director for International Markets 51 00:02:36,010 --> 00:02:38,980 and we also have Aarde Cosseboom, the Senior Director of GMS 52 00:02:38,980 --> 00:02:42,960 Technology, Product and Analytics from Textile. So with all that 53 00:02:42,960 --> 00:02:45,310 being said, I'm actually going to hand things off Claire 54 00:02:45,760 --> 00:02:48,040 to kick us off today. Claire, the floor is yours. 55 00:02:49,330 --> 00:02:52,600 Thank you. Thank you for the introduction, Josh. And I'm delighted to 56 00:02:52,600 --> 00:02:55,720 welcome you to this webinar today. We will be presenting 57 00:02:55,720 --> 00:02:59,490 the findings of a piece of research conducted with Genesys. 58 00:02:59,490 --> 00:03:02,300 It's called the Global AI Agenda, and we will be 59 00:03:02,300 --> 00:03:06,490 facilitating a discussion around that. So first of all, let 60 00:03:06,490 --> 00:03:09,680 me introduce you to the research that we will be 61 00:03:09,680 --> 00:03:18,510 presenting today. In December, 2019 and January, 2020, we conducted 62 00:03:18,510 --> 00:03:23,330 a global survey of about 1000 AI leaders, C level 63 00:03:23,330 --> 00:03:27,210 executives, heads of sales and marketing all across the world, 64 00:03:27,210 --> 00:03:30,730 so in Latin America, North America, Europe, the middle East and 65 00:03:30,730 --> 00:03:34,040 Africa and Asia Pacific. And the questions that we asked 66 00:03:34,040 --> 00:03:37,610 them are here on your screen. So what is the status of AI 67 00:03:37,610 --> 00:03:41,050 adoption globally? And what are the leading use cases? What 68 00:03:41,050 --> 00:03:44,350 are the benefits that companies are seeing through AI adoption 69 00:03:44,350 --> 00:03:47,850 so far and what are some of the obstacles? And then lastly, the 70 00:03:47,850 --> 00:03:51,500 idea of data sharing. So how are companies looking at 71 00:03:51,500 --> 00:03:56,050 the data sets that they have thinking about the potential benefits that could 72 00:03:56,050 --> 00:03:59,770 be gained if they share that data with third parties 73 00:04:00,030 --> 00:04:01,390 and what would it mean? What would they need to 74 00:04:01,390 --> 00:04:03,830 see in order to jump into this new world of 75 00:04:03,830 --> 00:04:08,320 data sharing? So with that, let me dive straight into 76 00:04:08,320 --> 00:04:12,330 some of the results of the survey. So the headline 77 00:04:12,380 --> 00:04:17,270 finding is that of the large companies that we surveyed, by 78 00:04:17,270 --> 00:04:21,600 the end of 2019 about 87% said that they were 79 00:04:21,600 --> 00:04:25,860 using AI somewhere in their business operations and the chart 80 00:04:26,140 --> 00:04:30,360 that's on your slide here shows the industries that are 81 00:04:30,380 --> 00:04:35,030 perhaps furthest ahead in this AI journey. And we see 82 00:04:35,030 --> 00:04:40,970 that financial services has really high expectations of AI. The 83 00:04:40,970 --> 00:04:44,980 question is within three years, approximately what percentage of your 84 00:04:44,980 --> 00:04:48,940 business processes will use AI? So you can see financial 85 00:04:48,940 --> 00:04:52,720 services is the furthest ahead. And they just have so 86 00:04:52,720 --> 00:04:58,420 many use cases from customer processes to back office operations, 87 00:04:58,720 --> 00:05:04,320 to risk management, to portfolio management, to cybersecurity. So they're actually 88 00:05:04,320 --> 00:05:13,610 very mature in using AI in the business. So next 89 00:05:13,610 --> 00:05:20,080 we looked at what are the largest AI use cases 90 00:05:20,080 --> 00:05:25,090 globally. And we saw the lead finding is that quality 91 00:05:25,090 --> 00:05:29,200 control followed by customer care and support and cybersecurity are 92 00:05:30,200 --> 00:05:35,160 the leading use cases globally. And if we think about 93 00:05:35,560 --> 00:05:40,480 quality control, there are just so many different ways that 94 00:05:40,480 --> 00:05:44,540 might look like depending on what industry you're in, whether you're in pharma 95 00:05:44,540 --> 00:05:48,270 or manufacturing, you might be using a different array of 96 00:05:48,310 --> 00:05:51,690 AI technologies for that use case, but that is the 97 00:05:51,690 --> 00:05:55,550 leading use case globally. So I'd like to bring in 98 00:05:55,560 --> 00:05:58,610 Aarde at this point to tell us a little bit 99 00:05:58,760 --> 00:06:02,700 about AI at Textile. What are some of the leading 100 00:06:02,700 --> 00:06:04,870 use cases you're seeing in your business Aarde? Aarde I think 101 00:06:04,870 --> 00:06:37,900 you might be on mute. Josh, perhaps you can help get Aarde 102 00:06:37,900 --> 00:06:41,430 off mute. Janelle I want to it over to you at this point? 103 00:06:42,370 --> 00:06:46,650 Hello. No, go ahead Janelle if you'd like to step 104 00:06:46,650 --> 00:06:47,850 in real fast and let me see if I can get Aarde 105 00:06:47,850 --> 00:06:53,410 unmuted here. Okay. No problem. Janelle tell us about your customers. 106 00:06:55,180 --> 00:06:59,180 Sure. So I think when we think of use of 107 00:06:59,180 --> 00:07:03,110 AI, especially as it relates to a couple of the 108 00:07:03,110 --> 00:07:06,660 columns in your chart here around customer service and support 109 00:07:06,660 --> 00:07:11,360 as well as even personalization, bots are often the first 110 00:07:11,360 --> 00:07:14,920 type of use case that comes to mind especially for 111 00:07:14,920 --> 00:07:18,970 customer support. But we also see it as more than 112 00:07:18,970 --> 00:07:23,880 just a Voicebot or a Chatbot. When I look at 113 00:07:23,880 --> 00:07:28,820 both personalizing products and services, as well as customer care 114 00:07:28,820 --> 00:07:32,450 and support, here at Genesys we believe that the future 115 00:07:32,450 --> 00:07:38,410 of customer experience is rooted in those highly personalized experiences 116 00:07:38,490 --> 00:07:42,470 powered by AI. That's a part of what we call 117 00:07:42,540 --> 00:07:48,260 experience as a service. And so that phrase experience as 118 00:07:48,260 --> 00:07:51,600 a service might be new to some, if not all 119 00:07:51,600 --> 00:07:53,560 of you. So let me unpack that for a moment. 120 00:07:54,260 --> 00:07:57,770 Experience as a service, it really just looks to help 121 00:07:57,770 --> 00:08:04,390 companies to provide personalization at scale where employees of companies 122 00:08:04,390 --> 00:08:09,190 can interact with their customers not only with efficiency and 123 00:08:09,190 --> 00:08:12,210 effectiveness, which are still important, but also with that added 124 00:08:12,210 --> 00:08:17,320 element of empathy, to help foster customer loyalty and trust 125 00:08:17,320 --> 00:08:20,330 along the way. And so if I go to the 126 00:08:20,330 --> 00:08:22,680 next slide and go to a little bit more detail 127 00:08:22,680 --> 00:08:25,880 on that, how we think of it here at Genesys 128 00:08:25,970 --> 00:08:30,570 with experience as a service is that each interaction between 129 00:08:31,000 --> 00:08:34,900 someone in your business and your end customers should start 130 00:08:34,900 --> 00:08:38,940 with your customer right at the center. And if you 131 00:08:38,940 --> 00:08:44,450 gain an understanding of that customer's needs, their intent and 132 00:08:44,450 --> 00:08:49,270 their preferences, then you can make customers feel remembered, heard 133 00:08:49,270 --> 00:08:52,210 and understood just as if you would in your other 134 00:08:52,210 --> 00:08:55,680 relationships that you build in life. And so in other 135 00:08:55,680 --> 00:08:59,180 words, in your experiences, you can go beyond the elements 136 00:08:59,180 --> 00:09:02,270 of efficiency and effectiveness in your contact center environment, which 137 00:09:02,270 --> 00:09:06,510 are still important and be more empathetic to really personalize 138 00:09:06,510 --> 00:09:11,390 that experience further. On interactions rooted in empathy, where you 139 00:09:11,390 --> 00:09:15,440 make the customer feel remembered, heard and understood, make it 140 00:09:15,440 --> 00:09:21,120 easier to build trust and earn loyalty for stronger connections 141 00:09:21,120 --> 00:09:25,450 and better results. And to achieve that at scale, which 142 00:09:25,450 --> 00:09:29,570 can be really where the challenge and complexity comes into the picture, 143 00:09:30,160 --> 00:09:32,980 you need to just have the right tools and technology 144 00:09:32,980 --> 00:09:36,570 in place. And we believe with experience as a service, 145 00:09:36,810 --> 00:09:43,410 that's a combination of three core components, data, artificial intelligence 146 00:09:43,650 --> 00:09:46,360 and engagement tools. And if I unpack that a little 147 00:09:46,360 --> 00:09:50,290 bit more as it relates to your question, Claire, around 148 00:09:50,290 --> 00:09:54,020 various use cases, we need to start with data because 149 00:09:54,070 --> 00:09:58,010 if I'm going to provide a personalized experience where I 150 00:09:58,010 --> 00:10:02,660 inject empathy and I want the customer to feel known 151 00:10:02,660 --> 00:10:04,990 and heard and understood, I have to know something about 152 00:10:04,990 --> 00:10:08,560 them. And so empathy requires information, not only about your 153 00:10:08,560 --> 00:10:12,430 customer, but also the employees that are serving them. And 154 00:10:12,430 --> 00:10:15,300 we see your contact center as really a gold mine 155 00:10:15,300 --> 00:10:20,240 for that data. By unifying historic third party and behavioral 156 00:10:20,240 --> 00:10:22,780 data, you can put that good data use. And that's 157 00:10:22,780 --> 00:10:27,500 where artificial intelligence comes into play, where AI can turn 158 00:10:27,500 --> 00:10:29,920 the mounds and mounds and mounds of data that you 159 00:10:29,920 --> 00:10:33,430 have into those real time insights and actions and make 160 00:10:33,430 --> 00:10:37,460 sense of it all with all your conversational data to 161 00:10:37,460 --> 00:10:40,780 predict, maybe engaging in the right moment, if they're surfing 162 00:10:40,780 --> 00:10:43,930 on your website or to predict who is the best 163 00:10:43,930 --> 00:10:47,980 person to answer that phone call or that email, or 164 00:10:47,980 --> 00:10:52,380 even predict who is the right resources to staff to 165 00:10:52,380 --> 00:10:55,500 handle that volumes to begin with. So it can automate 166 00:10:55,500 --> 00:10:59,240 decisions about who, when and how to engage extending beyond 167 00:10:59,240 --> 00:11:02,500 just the example of bots. And then thirdly, with the 168 00:11:02,500 --> 00:11:06,530 right engagement tools, it allows you to personalize those experiences, 169 00:11:06,550 --> 00:11:11,440 not just for customer service, but really across the lifecycle 170 00:11:11,440 --> 00:11:17,000 of your engagement in person across marketing sales and service, 171 00:11:17,000 --> 00:11:21,020 and the best engagement tools can help your employees know 172 00:11:21,020 --> 00:11:24,000 the road that your customer has traveled on and anticipate 173 00:11:24,000 --> 00:11:28,460 what they need most. So all together with data, with 174 00:11:28,470 --> 00:11:32,730 artificial intelligence making sense of that data and really using 175 00:11:32,730 --> 00:11:37,120 AI and those applications, spanning marketing, sales, and service, we 176 00:11:37,120 --> 00:11:40,770 feel you can create personalized experiences at scale that can 177 00:11:40,770 --> 00:11:45,020 help you provide true empathy to build trust and drive 178 00:11:45,020 --> 00:11:49,290 loyalty and that's experience of the service. And Claire if 179 00:11:49,290 --> 00:11:51,970 I can take a few more minutes maybe to give 180 00:11:52,470 --> 00:11:58,590 an example that the audience could relate to potentially. I'll 181 00:11:58,590 --> 00:12:01,300 go to this slide real quick. And so let's say 182 00:12:01,300 --> 00:12:05,460 Claire, you are in the midst of moving and you're 183 00:12:05,460 --> 00:12:09,260 working from home as we all are, and you have 184 00:12:09,430 --> 00:12:11,910 to time everything just right. So when you get into 185 00:12:11,910 --> 00:12:14,840 your new place, you have to have high speed internet 186 00:12:14,840 --> 00:12:17,310 connected and ready to go because you have this big 187 00:12:17,310 --> 00:12:20,660 webinar coming up, you have important client meetings that are 188 00:12:20,660 --> 00:12:23,590 already scheduled and you're kind of stressed about it. Actually 189 00:12:23,590 --> 00:12:26,130 you're really stressed about it, right? So you go online 190 00:12:26,550 --> 00:12:30,560 and you log in to your existing cable provider's website, 191 00:12:31,100 --> 00:12:34,040 you're finding it's kind of confusing, there's too many offers, 192 00:12:34,040 --> 00:12:35,990 it's not really clear on which one's best. You don't 193 00:12:35,990 --> 00:12:38,070 want to cancel your account and then go through the 194 00:12:38,070 --> 00:12:40,490 whole process of opening a new one. Maybe you just 195 00:12:40,490 --> 00:12:43,810 want to transfer to a new address. You want to 196 00:12:43,810 --> 00:12:47,410 understand what's the situation with the global pandemic going on and 197 00:12:47,410 --> 00:12:50,460 somebody coming to your home, all of that stuff, right? 198 00:12:50,460 --> 00:12:53,810 So as you're searching online and researching on your cable 199 00:12:53,810 --> 00:12:57,970 provider's website, you get a popup and that brings us to 200 00:12:58,370 --> 00:13:02,330 this top bubble across the customer journey and employee journey, 201 00:13:02,330 --> 00:13:07,700 and the popup greets you personally and offers the opportunity for 202 00:13:07,700 --> 00:13:11,070 you to chat with someone. And so you accept that 203 00:13:11,070 --> 00:13:15,130 invitation and what you realize maybe, or don't even realize 204 00:13:15,130 --> 00:13:18,530 is that there's some automation upfront, and it's asking you 205 00:13:18,530 --> 00:13:21,780 some questions. It's actually already identified based on your behavior 206 00:13:21,780 --> 00:13:25,350 that maybe you're looking to do a move. And so 207 00:13:25,350 --> 00:13:28,070 it asks you that, and you start to dialogue with 208 00:13:28,070 --> 00:13:30,960 this bot, which brings us to the second bullet. And 209 00:13:30,960 --> 00:13:32,760 as you're talking through that, it asks for your new 210 00:13:32,760 --> 00:13:37,940 address, it's going pretty well, you indicate your new address 211 00:13:37,940 --> 00:13:40,500 and that you want to just transfer your service to 212 00:13:40,500 --> 00:13:43,590 that. And as you were talking you realize, well, I'd really just 213 00:13:43,590 --> 00:13:46,840 like to talk to someone on the other line. So 214 00:13:46,840 --> 00:13:51,140 you ask it to speak to a representative, right? So 215 00:13:51,140 --> 00:13:54,380 behind the scenes, what's happening at this cable provider, if 216 00:13:54,380 --> 00:13:59,060 we go down to the employee journey, is that Aarde 217 00:13:59,080 --> 00:14:03,140 is one of many contact center resources that are now 218 00:14:03,420 --> 00:14:07,190 working from home in this global pandemic. And so the 219 00:14:07,190 --> 00:14:11,630 cable provider has already captured a ton of information about 220 00:14:11,630 --> 00:14:17,360 already his skillsets, his profile information, a lot of his 221 00:14:17,360 --> 00:14:22,630 performance and talking and handling key issues. And we're using 222 00:14:22,630 --> 00:14:26,570 AI powered forecasting scheduling to make sure Aarde's staffed at 223 00:14:26,570 --> 00:14:29,760 the right moment to handle these interactions that we're expecting 224 00:14:29,760 --> 00:14:33,770 to begin with. So all of that information feeds into 225 00:14:33,770 --> 00:14:37,300 this middle journey of, to do predictive routing because what 226 00:14:37,900 --> 00:14:40,460 the performance DNA also told us it's not only is 227 00:14:40,460 --> 00:14:44,570 Aarde available to take this call or this chat interaction 228 00:14:44,570 --> 00:14:47,390 that we have going on here, but he also actually 229 00:14:47,390 --> 00:14:49,900 lives in the area where you're moving to and might 230 00:14:49,900 --> 00:14:52,420 have some insights that would be helpful as you make the 231 00:14:52,420 --> 00:14:56,500 transition. And so he gets the chat interaction. And if 232 00:14:56,500 --> 00:14:59,020 we go to the second bullet, he also then gets 233 00:14:59,020 --> 00:15:03,130 all of the context about you in using agent assistance. 234 00:15:03,130 --> 00:15:06,340 So he can see everything you were doing on the 235 00:15:06,340 --> 00:15:09,620 website. He can see your past loyalty to the cable 236 00:15:09,620 --> 00:15:13,100 company and really interact with you and make you feel 237 00:15:13,100 --> 00:15:17,100 known, heard, and understood during this stressful time. You get 238 00:15:17,100 --> 00:15:21,490 all your answers, questions, you get the service scheduled to 239 00:15:21,490 --> 00:15:24,440 be set up in the moment that you need it, you 240 00:15:24,440 --> 00:15:26,830 end the interaction, and then behind the scenes we can 241 00:15:26,830 --> 00:15:30,820 take all that great performance info and your customer feedback 242 00:15:31,140 --> 00:15:35,010 to feed that into ongoing process improvement. So you can 243 00:15:35,010 --> 00:15:38,460 see here in this example, it brings together the power 244 00:15:38,460 --> 00:15:42,570 of data about you, Claire, as the customer, Aarde as 245 00:15:42,570 --> 00:15:46,640 the employee, connects them together in the customer and employee 246 00:15:46,640 --> 00:15:49,690 journey beyond just what you might think of with a 247 00:15:49,700 --> 00:15:56,040 Chatbot or a Voicebot itself to really foster engagement, personalize 248 00:15:56,040 --> 00:16:01,150 that experience and build trust and loyalty. I'd like to just 249 00:16:01,150 --> 00:16:05,670 pick up on the point about empathy and in the 250 00:16:05,670 --> 00:16:10,430 survey we asked respondents to what extent do they agree 251 00:16:10,430 --> 00:16:14,640 with the following statements. Is AI driven by a need 252 00:16:14,640 --> 00:16:20,060 to improve customer experience efficiency? Is AI driven by a 253 00:16:20,060 --> 00:16:25,800 need to improve customer intimacy? Intimacy being defined as personalization, 254 00:16:26,000 --> 00:16:31,530 customization, a personalized journey. And then we pass the results into all 255 00:16:31,530 --> 00:16:36,020 companies, large companies and the companies that also have the 256 00:16:36,020 --> 00:16:39,440 highest level of customer satisfaction. And what we found is 257 00:16:39,440 --> 00:16:43,130 that across the board, companies are focusing on efficiency, but 258 00:16:43,130 --> 00:16:47,330 really the customer experience leaders, the one with the best 259 00:16:50,070 --> 00:16:54,920 customer satisfaction scores are focusing the most strongly on empathy, 260 00:16:54,920 --> 00:17:00,550 on intimacy and building that personalized journey. So at this point 261 00:17:00,870 --> 00:17:04,970 I will just throw out a question to the audience, 262 00:17:05,260 --> 00:17:10,360 a poll question. And that is, how would you categorize 263 00:17:10,360 --> 00:17:16,960 your company's use of AI to support customer experience personalization 264 00:17:16,960 --> 00:17:21,220 today? And then you can choose from the following options 265 00:17:21,450 --> 00:17:26,240 using now it's core to our strategy, seeing successes from 266 00:17:26,240 --> 00:17:31,980 early use cases, still seeking the benefits from early use 267 00:17:31,980 --> 00:17:37,170 cases, in the planning and discovery phases, or considering for 268 00:17:37,170 --> 00:17:39,020 the future. And I'll just give you a couple of 269 00:17:39,020 --> 00:17:41,890 seconds to answer that question. So Aarde, I think you've 270 00:17:41,890 --> 00:17:43,950 got your audio back. It'd be great for you tell 271 00:17:45,420 --> 00:17:53,760 us how would you answer that question? Okay. You're on 272 00:17:53,760 --> 00:17:58,610 mute again. Oh, no. Claire or Janelle can you just hear now. Now, you're 273 00:17:58,610 --> 00:18:05,530 here. Yeah. Yes. You're back. Right. Perfect. Sorry about that. Yeah, you 274 00:18:05,530 --> 00:18:07,220 guys will hear a little bit more about this in 275 00:18:07,220 --> 00:18:11,500 the future slides, but we're using it now and it's 276 00:18:11,500 --> 00:18:14,480 a part of our core strategy. I would say there's 277 00:18:14,480 --> 00:18:19,180 definitely some room for improvement. It's an evolving product. It's never 278 00:18:19,680 --> 00:18:25,680 really complete. It's always something that we could always strive to do better with. Okay. 279 00:18:25,910 --> 00:18:29,320 I noticed the way that you didn't reveal the exact answer, 280 00:18:29,320 --> 00:18:32,620 not to influence results. So we will go now and 281 00:18:32,620 --> 00:18:39,310 take a look at what the results are. Okay. All 282 00:18:39,310 --> 00:18:42,790 right. So how would you categorize your company's use of 283 00:18:42,790 --> 00:18:47,810 AI to support customer experience? Only less than 4% say 284 00:18:47,810 --> 00:18:52,870 using now as core to our strategy, just over 25% 285 00:18:53,300 --> 00:18:57,930 are saying, seeing successes from early use cases and the largest 286 00:18:57,930 --> 00:19:01,900 majority in the planning and discovery phases. Okay. That's very interesting. 287 00:19:02,190 --> 00:19:05,410 So hopefully this webinar will be just at the right time, as 288 00:19:05,410 --> 00:19:07,310 you're looking at some of the technologies that you can 289 00:19:07,310 --> 00:19:11,860 roll out in your customer experience. So very interesting to see 290 00:19:11,860 --> 00:19:15,820 that. Okay, so now I'll share a few more findings 291 00:19:15,820 --> 00:19:21,470 from the global survey. Across industries, we looked at specifically what 292 00:19:21,470 --> 00:19:24,650 the leading use cases are and broke it down in 293 00:19:25,010 --> 00:19:28,170 IT and telecoms, consumer goods and retail. So looking at 294 00:19:28,170 --> 00:19:32,270 the IT and telecommunications industry, the number one use case 295 00:19:32,510 --> 00:19:35,240 is cyber security. And I think if you think about 296 00:19:35,240 --> 00:19:37,830 the amount of customer data that they have, that really 297 00:19:37,830 --> 00:19:41,670 makes sense that they prioritize cyber security in that way, 298 00:19:41,670 --> 00:19:44,510 followed by customer care. Everyone has got a mobile phone 299 00:19:44,510 --> 00:19:48,240 account and they have a very high transaction volume in 300 00:19:48,240 --> 00:19:53,100 the telecommunications industry. So that would make sense. The next industry 301 00:19:53,490 --> 00:19:57,320 is consumer goods and retail. And the leading use case 302 00:19:57,700 --> 00:20:01,820 in that industry is customer care and support followed by 303 00:20:01,820 --> 00:20:06,350 quality control and inventory management. So I guess, Aarde this 304 00:20:06,350 --> 00:20:07,970 is a good place for me to throw it back 305 00:20:07,970 --> 00:20:11,090 to you. You're in the retail space. We'd love to 306 00:20:11,090 --> 00:20:14,580 hear about some of the use cases that you are using with 307 00:20:14,580 --> 00:20:21,180 AI. Yeah. This is a great slide. Specifically on the right hand 308 00:20:21,180 --> 00:20:23,850 side where we're talking of consumer goods and E- commerce 309 00:20:23,850 --> 00:20:26,430 retail, I would say we lean a little bit more 310 00:20:26,430 --> 00:20:28,560 heavily on the customer care. So if I were to 311 00:20:28,560 --> 00:20:33,340 break it down from 100%, we probably are investing a 312 00:20:33,340 --> 00:20:36,300 lot of time and energy in AI around customer care, 313 00:20:36,300 --> 00:20:40,010 probably in the like 60 or 70% range, but we do 314 00:20:40,010 --> 00:20:43,520 use it for inventory management, quality control with regards to 315 00:20:43,520 --> 00:20:49,890 our products and also some personalization. Going back Janelle said 316 00:20:49,890 --> 00:20:54,100 earlier about creating that customer journey and empathy. We do use 317 00:20:54,100 --> 00:20:57,530 some AI to help with that, but it's not a 318 00:20:57,580 --> 00:21:00,810 core piece of our technology infrastructure. I would say we 319 00:21:00,820 --> 00:21:08,620 lean very heavily on conversational customer care. Fantastic. Okay. So 320 00:21:08,620 --> 00:21:10,650 if we look at a couple of other industries now, 321 00:21:10,650 --> 00:21:14,960 here we have financial services focusing very heavily on fraud 322 00:21:14,960 --> 00:21:20,060 detection, and we've seen some surveys in insurance, which shows 323 00:21:20,060 --> 00:21:23,910 that about three to 4% of all claims are fraudulent. 324 00:21:23,910 --> 00:21:29,280 So fraud detection is a very important use case for AI 325 00:21:29,660 --> 00:21:34,340 followed by financial processes and analysis and cyber security. If 326 00:21:34,340 --> 00:21:37,170 we look at pharma and healthcare, the leading use case 327 00:21:37,370 --> 00:21:41,870 is quality control, very high at 60% followed by customer 328 00:21:41,870 --> 00:21:46,280 care and then monitoring and diagnostics. Janelle, you were saying 329 00:21:46,280 --> 00:21:50,090 that you might have an example from the pharma industry and 330 00:21:50,090 --> 00:21:52,680 healthcare industry that brings a couple of those use cases 331 00:21:52,680 --> 00:21:57,780 together. Yeah. And I would say it's definitely been prominent, not 332 00:21:57,780 --> 00:22:01,410 only in pharma and healthcare, but also in government. Recent 333 00:22:01,410 --> 00:22:06,240 example with the pandemic with COVID-19 we saw the use 334 00:22:06,860 --> 00:22:11,800 of bots or virtual assistants become very important and urgently 335 00:22:11,800 --> 00:22:17,700 needed especially in being able to handle influxes of inbound 336 00:22:17,700 --> 00:22:21,260 phone calls to hospitals as you can imagine, as well 337 00:22:21,260 --> 00:22:24,720 as even to key government agencies during this time, like 338 00:22:24,950 --> 00:22:29,300 unfortunately, unemployment offices, right? So what we did to help 339 00:22:29,640 --> 00:22:34,240 companies handle that load and that volume is we partnered 340 00:22:34,240 --> 00:22:38,680 with Google to provide a joint solution that quite a 341 00:22:38,680 --> 00:22:42,210 few healthcare and government agencies across the globe took advantage 342 00:22:42,210 --> 00:22:46,420 of to easily address that onslaught of calls and chat 343 00:22:46,420 --> 00:22:50,960 interactions that were asking maybe some just basic questions on 344 00:22:51,560 --> 00:22:57,050 status related to their unemployment check or questions related to the 345 00:22:57,060 --> 00:23:02,480 COVID- 19. And so one specific example, we had a 346 00:23:02,480 --> 00:23:06,520 government agency that was supporting unemployment and they were up 347 00:23:06,520 --> 00:23:09,290 and running with just in two weeks or less with 348 00:23:09,290 --> 00:23:13,780 this. We had a healthcare example the same way where they 349 00:23:13,780 --> 00:23:17,860 were supporting millions of calls per day, that they weren't 350 00:23:17,860 --> 00:23:22,990 expecting. And with a bot that would have otherwise resulted 351 00:23:22,990 --> 00:23:27,340 in hours upon hours of QA time and abandoned calls and 352 00:23:27,870 --> 00:23:31,210 very stressed and frustrated people on the other end. So 353 00:23:31,490 --> 00:23:34,950 that's just one example that's become very prominent, especially during 354 00:23:34,950 --> 00:23:39,050 this time to leverage automation, because sometimes going back to 355 00:23:39,050 --> 00:23:42,730 empathy, the most empathetic thing you can do is provide 356 00:23:42,730 --> 00:23:46,460 a very efficient experience. And so bot certainly met the 357 00:23:46,460 --> 00:23:51,760 need there. Yeah. And let's take a look now at the 358 00:23:51,760 --> 00:23:57,880 benefits that companies are achieving through their AI investments. The leading 359 00:23:57,880 --> 00:24:01,390 benefits that we saw across the board are around operational 360 00:24:01,390 --> 00:24:06,750 efficiency, cost savings, and improved management decision making. So having 361 00:24:06,750 --> 00:24:09,780 a lot of data, being able to understand and make better 362 00:24:09,780 --> 00:24:13,970 decisions across the business. What we found quite interesting on 363 00:24:13,970 --> 00:24:17,670 this chart is that just about a quarter of businesses 364 00:24:18,380 --> 00:24:21,800 are using AI or seeing a benefit from AI that 365 00:24:21,800 --> 00:24:24,950 is improved revenue. And I can think of a couple 366 00:24:25,070 --> 00:24:29,430 of reasons for that. So firstly that many of the 367 00:24:29,430 --> 00:24:35,020 technologies around improving operational efficiency might be more mature. And 368 00:24:35,020 --> 00:24:37,500 that potentially, there's also a lot of low hanging fruit in 369 00:24:37,500 --> 00:24:41,170 that area. I'd like to get your perspective Janelle. Do 370 00:24:41,170 --> 00:24:44,830 you think it's more challenging to use AI to increase 371 00:24:44,830 --> 00:24:48,640 revenue or are there just more use cases around improving 372 00:24:48,640 --> 00:24:55,760 operational efficiency? I don't think it's necessarily more challenging, for 373 00:24:55,760 --> 00:25:00,220 example, in the example I shared earlier where you were 374 00:25:00,220 --> 00:25:05,900 looking to transfer your service with the cable provider. Using 375 00:25:05,900 --> 00:25:09,050 AI to drive revenue and I'll give some more examples 376 00:25:09,050 --> 00:25:13,610 of this later to do conversions as people are shopping 377 00:25:13,610 --> 00:25:18,170 online. We've seen companies get that up and running and 378 00:25:18,170 --> 00:25:22,820 implemented and achieving benefits in less than a month, sometimes 379 00:25:22,820 --> 00:25:26,550 even within a week. So I think that oftentimes there 380 00:25:26,550 --> 00:25:32,430 can be a perception that incorporating AI into your environment 381 00:25:32,430 --> 00:25:36,330 is super difficult, which it can be. I won't say 382 00:25:36,330 --> 00:25:39,540 that it can never be, but if you target specific 383 00:25:39,540 --> 00:25:44,730 use cases that are tied to a very specific business 384 00:25:44,730 --> 00:25:49,730 outcome around improving web conversions as one example, it doesn't 385 00:25:49,730 --> 00:25:51,730 have to be hard and it doesn't have to be 386 00:25:51,730 --> 00:25:55,620 challenging. And I think that over time we will see 387 00:25:55,840 --> 00:25:58,810 more and more use cases in this area. I know 388 00:25:58,810 --> 00:26:03,010 just speaking for Genesys in our MarTech stack, it's full 389 00:26:03,010 --> 00:26:05,740 of AI applications. So I think that there's a lot 390 00:26:05,740 --> 00:26:08,950 more to come and I would predict that 26% is 391 00:26:08,950 --> 00:26:14,050 going to grow. Great. Okay. So at this point, let me 392 00:26:14,050 --> 00:26:17,560 hand over to you Aarde. We know that Textile is an 393 00:26:17,560 --> 00:26:20,440 online retailer, but we'd love to hear more about your 394 00:26:20,440 --> 00:26:26,650 business and about your AI journey. Yeah, absolutely. And before 395 00:26:26,650 --> 00:26:28,580 we go onto the next slide, what I want to 396 00:26:28,580 --> 00:26:30,990 talk a little bit about is some content on the 397 00:26:30,990 --> 00:26:33,410 slide because it is relevant to our customer journey and 398 00:26:33,890 --> 00:26:36,730 how we developed AI to help support that customer journey. 399 00:26:37,110 --> 00:26:39,170 The low hanging fruit that we tackled for us was 400 00:26:39,170 --> 00:26:43,360 of course the operational efficiency and cost savings, reducing of 401 00:26:43,360 --> 00:26:49,190 handle time for our agents, reducing of transactional type conversations 402 00:26:49,190 --> 00:26:54,030 via chat or email or phone or social. So we 403 00:26:54,030 --> 00:26:57,580 did see some initial, low hanging fruit routines around operate 404 00:26:57,580 --> 00:27:02,220 efficiently. And of course some gains in the customer experience 405 00:27:02,220 --> 00:27:04,850 based on and I'm going to give you an example of that in the next 406 00:27:04,850 --> 00:27:08,120 couple of slides. But one of the things that is 407 00:27:08,900 --> 00:27:13,170 rarely looked at or often overlooked is since we are 408 00:27:13,170 --> 00:27:17,310 a membership model and E- commerce retailer membership model, we 409 00:27:17,310 --> 00:27:21,940 did increase our revenue. And the way that we did 410 00:27:21,940 --> 00:27:26,910 this using AI with using machine learning tool to give 411 00:27:26,910 --> 00:27:30,220 us a lifetime value of the customer as they're going 412 00:27:30,220 --> 00:27:34,730 through certain processes, of course the obvious processes are contacting 413 00:27:34,730 --> 00:27:39,610 our customer care team. But also as they're navigating through 414 00:27:39,610 --> 00:27:42,710 the E- commerce website, we know exactly what their lifetime 415 00:27:42,710 --> 00:27:46,420 value is, and that changes over time using AI and 416 00:27:46,420 --> 00:27:52,840 machine learning. So back to your guys' points, increasing revenue 417 00:27:52,840 --> 00:27:56,580 is an opportunity, it's just a little bit harder to 418 00:27:56,580 --> 00:27:58,900 really get to that. It's a lot easier to do 419 00:27:58,900 --> 00:28:03,040 the low hanging fruit, which is cost efficiencies. So talking 420 00:28:03,040 --> 00:28:06,110 a little bit more about what we did at Textile 421 00:28:06,110 --> 00:28:09,700 Fashion Group this is just a zoom and so we're 422 00:28:09,700 --> 00:28:14,050 going to talk specifically around our conversational AI and how we 423 00:28:14,050 --> 00:28:18,990 use Genesys to deliver this AI to not only our 424 00:28:18,990 --> 00:28:23,610 agents but to our customers. Zooming into our specific project, 425 00:28:24,150 --> 00:28:27,270 the things we're looking for we're a cloud- based product. 426 00:28:27,270 --> 00:28:29,440 So making sure that we had an ecosystem where we 427 00:28:29,440 --> 00:28:33,950 can deliver this service irregardless of location or irregardless of 428 00:28:33,950 --> 00:28:37,760 server stacks. So making sure that it was truly cloud- based 429 00:28:37,760 --> 00:28:40,930 and global, making sure that we focused on our digital 430 00:28:40,930 --> 00:28:43,870 channels with our bots, but also our voice channels as 431 00:28:43,870 --> 00:28:48,800 well too. So traditional channels alongside with our chat and 432 00:28:48,800 --> 00:28:53,330 social channels introducing bots and what we call as botlets, 433 00:28:53,520 --> 00:28:58,410 so many bots within bots to doing multiple tasks at 434 00:28:58,410 --> 00:29:01,530 once. And then of course, self service and automation was 435 00:29:01,530 --> 00:29:06,360 the key goal and the key challenge for this project. 436 00:29:06,730 --> 00:29:08,900 So a little bit of the results before I get 437 00:29:08,900 --> 00:29:13,370 into kind of some quantitative return on investment results, we 438 00:29:13,370 --> 00:29:19,080 developed and deployed Genesys within less than 90 days of 439 00:29:19,430 --> 00:29:23,900 contract signature. The actual build itself took less than 30 440 00:29:23,900 --> 00:29:28,330 days, but 90 days from the start of project planning 441 00:29:28,700 --> 00:29:32,170 to the actual go live. What we found is by 442 00:29:32,170 --> 00:29:34,530 migrating to the cloud, by migrating to a tool like 443 00:29:34,530 --> 00:29:38,220 Genesys, it's easier for our resources, so that we can handle 444 00:29:38,430 --> 00:29:44,500 large increases in volume, large spikes. Obviously, with COVID hitting 445 00:29:45,000 --> 00:29:49,530 we had a huge increase in our online retail or 446 00:29:49,850 --> 00:29:53,090 through Fabletics, which is one of our brands because it 447 00:29:53,090 --> 00:29:55,570 is athletes or at home wear. So everyone wanted to 448 00:29:55,570 --> 00:29:58,910 buy that at home wear as they're working at home 449 00:29:58,910 --> 00:30:01,500 versus having to go into the office and dressing up. 450 00:30:02,770 --> 00:30:06,050 We also found that we had increased efficiency in managing 451 00:30:06,050 --> 00:30:09,110 our interactions. And I'll go into that in a little bit 452 00:30:09,110 --> 00:30:11,240 in the next couple of slides. And then we wanted 453 00:30:11,240 --> 00:30:13,940 to make sure that there was an integration into not 454 00:30:13,940 --> 00:30:17,440 only our current ecosystem and tool sets, but we also 455 00:30:17,440 --> 00:30:20,730 have the ability to integrate into new areas that we 456 00:30:20,730 --> 00:30:24,350 haven't done quite yet, social would be a great example 457 00:30:24,350 --> 00:30:28,580 of that. So background of who Textile Fashion Group is. 458 00:30:28,580 --> 00:30:30,790 So we have a little bit of context. I said this 459 00:30:30,790 --> 00:30:34,160 a couple of times before we're conglomerate E- commerce website 460 00:30:34,470 --> 00:30:37,310 that sells fashion. We call it Fast Fashion because all 461 00:30:37,310 --> 00:30:39,960 of the products on our websites change every single month. 462 00:30:39,960 --> 00:30:41,610 So you're not going to see a product that will 463 00:30:41,610 --> 00:30:46,290 exist on our websites for longer than a certain period. 464 00:30:46,290 --> 00:30:49,570 Usually it's one month turnaround. We have five different brands. 465 00:30:50,120 --> 00:30:52,570 The big ones that you would probably know about or have heard 466 00:30:52,570 --> 00:30:56,310 are Fabletics. We just launched Fabletics men with Kevin Hart. 467 00:30:57,190 --> 00:31:02,080 Fabletics is a huge product of ours with Kate Hudson. 468 00:31:03,130 --> 00:31:06,890 We launched Savage X Fenty with Rihanna, which is disrupting 469 00:31:06,890 --> 00:31:10,360 the lingerie market. And then some of our brands are 470 00:31:10,390 --> 00:31:13,710 JustFab and ShoeDazzle and of course, FabKids for our lovable 471 00:31:13,710 --> 00:31:17,950 kids as well. And we partner with celebrities across all 472 00:31:17,950 --> 00:31:23,170 different platforms uniquely using their marketing skills across social media, 473 00:31:23,490 --> 00:31:26,850 and then we are a monthly membership. So our customers 474 00:31:26,850 --> 00:31:31,200 do contact us on a pretty regular basis. We've had 475 00:31:31,200 --> 00:31:34,570 at least two touch points with every single member every 476 00:31:34,570 --> 00:31:38,450 single month, which is a pretty high contact rate. So 477 00:31:38,450 --> 00:31:41,580 to put some more specific numbers to that five million 478 00:31:41,580 --> 00:31:47,550 members globally, 12 different countries across seven different languages. We 479 00:31:47,550 --> 00:31:50,820 get about six million phone calls per year, three million 480 00:31:50,820 --> 00:31:54,210 chats per year. And on average, our conversations last about 481 00:31:54,210 --> 00:32:01,470 nine minutes. What we did when we released our Chatbot for 482 00:32:01,470 --> 00:32:03,900 the first time for the first year, this was the 483 00:32:03,900 --> 00:32:09,430 results of our Chatbot. Obviously, the operational savings here we 484 00:32:09,430 --> 00:32:13,180 saved $ 1. 1 million in the first year and how 485 00:32:13,180 --> 00:32:17,480 we achieved that was by going from 0% containment to 486 00:32:17,530 --> 00:32:23,510 18.5% self service containment. So that means that members and customers 487 00:32:23,510 --> 00:32:26,850 were able to get what they're looking for 18.5% of 488 00:32:26,850 --> 00:32:29,900 the time without having to go to a live agent. 489 00:32:30,340 --> 00:32:33,360 And then for the people who did have to go 490 00:32:33,360 --> 00:32:35,900 to a live agent reduced the handle time by 45 491 00:32:35,900 --> 00:32:38,840 seconds. And the ways we did that of course were 492 00:32:38,840 --> 00:32:43,130 by screen pops, creating of cases and tickets automatically also 493 00:32:43,130 --> 00:32:47,420 auto dispositioning those cases, because we already knew we captured the 494 00:32:47,420 --> 00:32:52,430 intent of the initial questions and then also providing the 495 00:32:52,430 --> 00:32:55,760 full transcript of the bot to the agent before they 496 00:32:55,760 --> 00:32:58,080 answered the call. So they know exactly what they need 497 00:32:58,080 --> 00:33:01,280 to jump into without having to ask those kind of 498 00:33:01,700 --> 00:33:04,420 easy questions like who am I speaking with and what 499 00:33:04,420 --> 00:33:07,810 can I help you with today? And then of course, without 500 00:33:07,810 --> 00:33:11,030 sacrificing any customer experience, we wanted to make sure that 501 00:33:11,030 --> 00:33:15,780 we had a high level of satisfaction and we scored 502 00:33:15,780 --> 00:33:20,900 a 92% member satisfaction score. And that's specifically to the 503 00:33:20,900 --> 00:33:25,980 self contained bots which ironically is slightly higher than what 504 00:33:25,980 --> 00:33:30,470 our member satisfaction scores for live agents. So our bot 505 00:33:30,470 --> 00:33:36,060 actually outperformed from our member satisfaction standpoint across all of 506 00:33:36,060 --> 00:33:39,780 our member base. So to drill a little bit further 507 00:33:39,780 --> 00:33:45,020 into what our customers were saying about AI and automation 508 00:33:45,020 --> 00:33:50,170 and conversational AI as they're interacting with our bots. So this is 509 00:33:50,170 --> 00:33:54,420 just a quick snippet of what our members were saying 510 00:33:54,420 --> 00:33:57,740 in response through the feedback loop. I won't read all 511 00:33:57,740 --> 00:34:00,500 of these. I know that this content will be recorded 512 00:34:00,500 --> 00:34:02,470 and you could always come back and review them on 513 00:34:02,470 --> 00:34:05,280 your own. But I love the middle one here that 514 00:34:05,280 --> 00:34:09,740 says, " I just talked to an automated customer service line 515 00:34:10,110 --> 00:34:13,940 that understood full sentences, work better and faster than actual 516 00:34:13,940 --> 00:34:18,820 people." Of course, actual people are very, very productive. I 517 00:34:18,820 --> 00:34:21,430 don't want to downplay that at all, but what I 518 00:34:21,430 --> 00:34:24,730 want to show here is that you can design these 519 00:34:24,730 --> 00:34:30,700 customer experience journeys to Janelle's point to really not sacrifice 520 00:34:30,700 --> 00:34:34,820 customer experience and really create that level of empathy as 521 00:34:34,820 --> 00:34:39,620 they're going through this journey or this process. So I'd like 522 00:34:39,620 --> 00:34:41,860 to pause here and pass it back to Claire. I 523 00:34:41,860 --> 00:34:45,490 know there's another poll question coming up, so I'll pass 524 00:34:45,490 --> 00:34:51,620 it over to you. Thanks for that Aarde and just 525 00:34:51,620 --> 00:34:54,550 building on what Aarde was sharing about all of the benefits 526 00:34:54,550 --> 00:34:57,350 that they've achieved at Textile, we'd like to ask you 527 00:34:57,350 --> 00:35:01,980 the question now, what AI benefit is most of interest 528 00:35:01,980 --> 00:35:07,360 to you today? Improved operational efficiency and cost savings, improved 529 00:35:07,360 --> 00:35:13,890 management decision- making, improved customer experience, faster time to market, 530 00:35:14,250 --> 00:35:20,160 better risk management, increased revenue or improved compliance? So you have 531 00:35:20,160 --> 00:35:22,300 a few options and I'll give you a few seconds 532 00:35:22,300 --> 00:35:27,170 to answer that question. Janelle based on the conversations that you're having 533 00:35:27,610 --> 00:35:30,900 with customers, what would you anticipate would be the response? 534 00:35:32,130 --> 00:35:38,280 Well, I'm super interested to see it because really the 535 00:35:38,280 --> 00:35:41,210 ones that stand out to me in my conversations with 536 00:35:41,210 --> 00:35:45,330 customers are the first one, which was cost savings, which 537 00:35:45,330 --> 00:35:47,540 was at the top of the list from the survey 538 00:35:47,540 --> 00:35:52,090 responses. At the same time, Aarde just mentioned how they're 539 00:35:52,090 --> 00:35:56,630 using it to improve customer experience and drive revenue as 540 00:35:56,630 --> 00:35:59,590 well. And when you live in a state of the 541 00:35:59,590 --> 00:36:02,740 world where many businesses are just looking for new ways 542 00:36:02,740 --> 00:36:07,100 to continue to service and sell, I'm wondering what the 543 00:36:07,100 --> 00:36:10,180 feedback will be. So maybe we can go to the 544 00:36:10,180 --> 00:36:17,750 results and see where we are. take a look. Okay. So what 545 00:36:17,750 --> 00:36:21,440 AI benefit is most of interest to you today? So 546 00:36:21,480 --> 00:36:26,450 45%, almost half say improved operational efficiency and cost savings 547 00:36:27,900 --> 00:36:35,530 followed by customer experience and increased revenue is just 4.2%. 548 00:36:35,930 --> 00:36:39,500 That's very interesting. And I wonder if that relates back 549 00:36:39,500 --> 00:36:44,420 to where the audience is in the AI journey, if 550 00:36:45,450 --> 00:36:48,130 a lot of the audience is in the early testing 551 00:36:48,130 --> 00:36:54,120 stages, looking at rolling AI out in the customer journey, perhaps 552 00:36:54,120 --> 00:36:56,530 there's still a lot of low hanging fruit on the 553 00:36:56,530 --> 00:37:02,230 operational efficiency side. Janelle, do you have a reaction? I think 554 00:37:02,230 --> 00:37:05,890 you might be right. I think also as Aarde alluded 555 00:37:05,890 --> 00:37:08,660 to just in the benefits that they've seen so far 556 00:37:09,020 --> 00:37:12,610 at Textile, it doesn't have to be one or the 557 00:37:12,620 --> 00:37:18,070 other necessarily either, right? Where you can go for some 558 00:37:18,070 --> 00:37:21,040 low hanging fruit around efficiency gains, but at the same 559 00:37:21,040 --> 00:37:25,760 time that that bot that gained efficiency is also improved customer 560 00:37:25,760 --> 00:37:29,860 experience and drove loyalty, which drives more revenue. So I 561 00:37:29,860 --> 00:37:33,480 think that even though the audience had one option I 562 00:37:33,480 --> 00:37:36,310 bet that what they'll find in their planning and discovery 563 00:37:36,310 --> 00:37:39,430 is that several of these benefits will come into play. 564 00:37:41,230 --> 00:37:46,430 Yeah. And maybe what I can do too, is going 565 00:37:46,430 --> 00:37:50,730 back to what I shared with the various AI applications 566 00:37:51,150 --> 00:37:55,470 that are fueled to provide experience as a service to 567 00:37:55,470 --> 00:37:59,980 really personalize those experience, share some more benefits too on 568 00:38:00,250 --> 00:38:04,150 what companies are seeing out there. So I won't hit 569 00:38:04,150 --> 00:38:07,330 on every one of these as we looked at the 570 00:38:07,620 --> 00:38:11,590 eight different AI powered applications that support the customer journey 571 00:38:11,590 --> 00:38:14,620 and employee journey. I'll just cover a couple of these 572 00:38:15,600 --> 00:38:19,990 related to Voicebots, as well as Chatbots, which I'll showcase 573 00:38:19,990 --> 00:38:23,850 later. Aarde alluded to some benefits here. We see as 574 00:38:23,850 --> 00:38:29,610 well that oftentimes companies are seeing 50% or more containment 575 00:38:29,610 --> 00:38:33,790 rates but we know too that it isn't just about containing 576 00:38:33,790 --> 00:38:37,190 and self- service, it really capturing the context of the customer 577 00:38:37,400 --> 00:38:39,610 and getting them to that next step of the journey 578 00:38:39,610 --> 00:38:41,930 and that bots can do that really well. And in 579 00:38:42,150 --> 00:38:46,220 Textile's case, feedback showed you even more so in some 580 00:38:46,220 --> 00:38:52,420 instances than real people. So certainly tons of benefits there 581 00:38:52,900 --> 00:38:57,050 but even ahead of that and with predictive engagement Claire, 582 00:38:57,050 --> 00:39:01,010 you alluded to financial services being in the leading position 583 00:39:01,010 --> 00:39:05,570 around looking to incorporate AI over the next three years 584 00:39:05,570 --> 00:39:08,530 if they haven't already. And this is certainly where we're 585 00:39:08,530 --> 00:39:12,550 seeing predictive engagement come into play too. So these example 586 00:39:12,550 --> 00:39:17,790 benefits come from a financial services institution over in Europe, 587 00:39:17,790 --> 00:39:22,940 where they implemented that engagement feature, where someone is searching 588 00:39:22,940 --> 00:39:28,230 for mortgages and at that right moment they would monitor that 589 00:39:28,230 --> 00:39:32,500 behavior and pop up an invitation to chat or to 590 00:39:32,500 --> 00:39:35,960 offer a callback or a special offer to really drive 591 00:39:36,170 --> 00:39:38,440 more sales at the end of the day. And they 592 00:39:38,440 --> 00:39:43,080 saw gigantic benefits, not only in increasing revenue with Forex 593 00:39:43,080 --> 00:39:47,130 conversion rates but also cost savings and lower cost per 594 00:39:47,130 --> 00:39:52,650 lead and improved experience double digits in NPS improvement from 595 00:39:52,650 --> 00:39:55,850 that application. If I go to some of the others 596 00:39:56,200 --> 00:40:00,870 predictive routing, that's that application that takes into account all 597 00:40:00,870 --> 00:40:03,960 of that context around the customer as well as that 598 00:40:03,960 --> 00:40:07,960 employee to get to that really especial match between the 599 00:40:07,960 --> 00:40:11,790 two as somebody wants to talk to or interact with 600 00:40:12,080 --> 00:40:16,730 a live person. We're seeing this very popular in large 601 00:40:16,730 --> 00:40:22,270 telecommunications companies as one industry example where maybe they have 602 00:40:22,270 --> 00:40:27,270 thousands of contact center resources already, maybe they're already doing really 603 00:40:27,270 --> 00:40:31,160 sophisticated skills- based routing, but they want to take it 604 00:40:31,160 --> 00:40:34,160 to the next level. And so predictive routing for them 605 00:40:34,460 --> 00:40:36,900 gave them some of the benefits that you see here. 606 00:40:37,490 --> 00:40:41,240 They started in some customer service based use cases and 607 00:40:41,240 --> 00:40:46,400 improving handle times or first contact resolutions quickly saw the 608 00:40:46,400 --> 00:40:50,220 benefits and then next we're targeting those increased revenue benefits 609 00:40:50,220 --> 00:40:55,510 for their sales organization. Moving on, looking at interaction analytics, 610 00:40:55,850 --> 00:40:59,990 of course, being able to get those better insights into 611 00:40:59,990 --> 00:41:03,710 the employee's performance. And the intent of the customers help 612 00:41:03,710 --> 00:41:06,300 in a variety of different ways when it comes to 613 00:41:06,380 --> 00:41:10,910 coaching and quality. In addition, we're seeing a rise in 614 00:41:10,910 --> 00:41:15,670 interest around agent assist, especially in these times where employees 615 00:41:15,670 --> 00:41:20,020 are distributed and virtual and need those extra prompts for 616 00:41:20,020 --> 00:41:23,170 engagement and support, being able to have that context right 617 00:41:23,170 --> 00:41:26,500 in front of them in that consolidated desktop to really 618 00:41:26,500 --> 00:41:31,820 guide them through the conversation is increasingly important. And then 619 00:41:32,090 --> 00:41:37,530 related to employee engagement too, we're proud to have offered 620 00:41:37,530 --> 00:41:41,620 the first AI based workforce management in the market where 621 00:41:42,120 --> 00:41:46,460 for forecasting and scheduling, we could not only accelerate the 622 00:41:46,460 --> 00:41:50,680 speed of running the schedules, but also the accuracy, which 623 00:41:50,680 --> 00:41:54,150 is evermore important because many employees aren't in a contact 624 00:41:54,150 --> 00:41:56,260 center that you can monitor and just walk up to 625 00:41:56,260 --> 00:41:59,010 their desk anymore. They're all virtual. So being able to 626 00:41:59,010 --> 00:42:03,670 have those tools at hand and make changes with faster agility 627 00:42:03,900 --> 00:42:07,350 becomes increasingly important. So those are just a couple of 628 00:42:07,350 --> 00:42:10,910 examples to just drill in a little bit more around 629 00:42:10,910 --> 00:42:15,080 the business benefits and business outcomes, because as you're doing 630 00:42:15,370 --> 00:42:19,200 your planning and you're discovering, it's not about just implementing 631 00:42:19,200 --> 00:42:21,970 AI for the sake of implementing AI, right? It's about 632 00:42:21,970 --> 00:42:26,290 really driving towards what business benefits and business outcomes that 633 00:42:26,290 --> 00:42:29,710 you're targeting. So with that said, Claire I will turn 634 00:42:29,710 --> 00:42:33,430 it back over to you. Great. Thank you for that. 635 00:42:36,520 --> 00:42:39,830 So we touched on this earlier, and of course there's a 636 00:42:39,830 --> 00:42:43,640 lot of benefits to be achieved from rolling out AI, 637 00:42:43,910 --> 00:42:48,760 but the survey also polls the respondents on the challenges. 638 00:42:48,940 --> 00:42:51,860 What are the greatest challenges to your company's use of 639 00:42:51,860 --> 00:42:55,240 AI? And the leading challenge that came back was the 640 00:42:55,240 --> 00:43:00,550 business or process challenges of using AI insights, followed by 641 00:43:00,550 --> 00:43:05,710 data quality or availability, and then the shortage of AI 642 00:43:06,260 --> 00:43:09,000 talent in the business. So let me just give you 643 00:43:09,000 --> 00:43:13,090 an example that we actually highlighted in the report around the 644 00:43:13,090 --> 00:43:17,090 business process challenges. So we spoke to the head of 645 00:43:17,090 --> 00:43:21,050 AI at the Leading Global Airline, and they identified that 646 00:43:21,050 --> 00:43:25,680 a lot of costs could be saved by correctly forecasting 647 00:43:25,720 --> 00:43:32,060 what meal the passengers would select in premium class. So 648 00:43:32,060 --> 00:43:36,680 rather than having three choices available to every passenger, being 649 00:43:36,680 --> 00:43:39,510 able to predict in advance, I'm going to choose the 650 00:43:39,510 --> 00:43:41,920 fish and the person sitting next to me is going to 651 00:43:41,920 --> 00:43:44,490 choose the beef, would save a lot of money for 652 00:43:44,490 --> 00:43:47,890 the airline. And actually they became very, very good at 653 00:43:47,950 --> 00:43:52,620 predicting what people would choose. The challenge was changing the 654 00:43:52,620 --> 00:43:56,980 catering processes globally to be able to use that data 655 00:43:56,980 --> 00:44:00,240 in real time as the passenger list changes. So that 656 00:44:00,240 --> 00:44:05,160 was one example that came through the survey. Janelle, can 657 00:44:05,160 --> 00:44:06,790 I kind of pick on you to share some of 658 00:44:06,790 --> 00:44:12,470 the challenges that you've seen with your customers? Yeah. A couple comes 659 00:44:13,110 --> 00:44:15,650 to mind and certainly they can span all of the 660 00:44:15,870 --> 00:44:18,610 ones that are listed here, but I'll just highlight maybe three 661 00:44:18,610 --> 00:44:23,640 specifics and then share some advice as well as some 662 00:44:23,640 --> 00:44:26,620 proof points that can go with those three. So the 663 00:44:26,620 --> 00:44:30,600 first one is your point around data quality or availability 664 00:44:30,600 --> 00:44:34,030 where you had mentioned 48% of the respondents noted this 665 00:44:34,030 --> 00:44:37,460 as a challenge. Absolutely, we see that too. So my 666 00:44:37,460 --> 00:44:41,530 advice here is when you're looking to make a selection 667 00:44:41,610 --> 00:44:46,370 for your AI applications, keep a vendor in mind that 668 00:44:46,660 --> 00:44:51,930 provides openness and flexibility there, so that for your AI 669 00:44:51,930 --> 00:44:56,040 applications, you can seamlessly integrate to all of these underlying 670 00:44:56,040 --> 00:44:59,390 data sources that it needs to pull from CRM systems 671 00:45:00,590 --> 00:45:04,390 and any third party data, as well as the real time information, 672 00:45:04,670 --> 00:45:08,180 of course. And so being able to leverage an AI 673 00:45:08,230 --> 00:45:11,830 platform that is open, that doesn't just lock you into 674 00:45:11,830 --> 00:45:15,170 their own set of data, that might be still very 675 00:45:15,960 --> 00:45:19,820 siloed, but allows you to orchestrate and collect data from 676 00:45:19,820 --> 00:45:24,170 any source as well as even orchestrate multiple AI technologies 677 00:45:24,170 --> 00:45:27,570 together. And so they can interact between one another, I 678 00:45:27,570 --> 00:45:32,220 think is really, really important. And so one proof point 679 00:45:32,220 --> 00:45:36,370 here is a company called Intel that chose us to 680 00:45:36,400 --> 00:45:40,590 help overcome that challenge. They had a live tech support 681 00:45:41,000 --> 00:45:45,250 Voicebot and they were using our solutions along with a 682 00:45:45,250 --> 00:45:48,990 variety of other different third party technologies to sort of 683 00:45:48,990 --> 00:45:53,100 be that orchestrator, even amongst their bots, because in some bots 684 00:45:53,100 --> 00:45:57,320 they might choose for certain specialties or they already had 685 00:45:57,320 --> 00:46:01,940 that, they wanted to leverage their existing investments. So garbage in, 686 00:46:01,940 --> 00:46:05,040 garbage out, right? So data quality of course is a 687 00:46:05,040 --> 00:46:08,180 really important challenge. And so be able to choose an open 688 00:46:08,180 --> 00:46:11,210 platform that allows you to pull from any source is 689 00:46:11,210 --> 00:46:14,690 really, really key. The second one here on the shortage 690 00:46:14,690 --> 00:46:18,290 of AI developers and data scientists, Aarde I am going 691 00:46:18,290 --> 00:46:20,810 to pick on you because I got the proof point and 692 00:46:20,910 --> 00:46:22,540 you, why don't you speak to this one for us? 693 00:46:24,700 --> 00:46:29,570 Definitely. It's a living organism. Whenever you're creating AI or 694 00:46:29,570 --> 00:46:34,730 deploying machine learning around a certain business objective, you can't 695 00:46:34,730 --> 00:46:38,110 just implement and forget. So not only is there a 696 00:46:38,110 --> 00:46:42,030 need for resources, AI developers and data scientists in the 697 00:46:42,030 --> 00:46:45,700 beginning, but also a little bit of resources needed on 698 00:46:45,700 --> 00:46:48,610 the backend just to maintain the product, making sure that 699 00:46:50,120 --> 00:46:53,220 it's doing the right thing. I think the best analogy 700 00:46:53,220 --> 00:46:57,060 I've ever heard is it's like a garden. You're growing vegetables 701 00:46:57,060 --> 00:46:59,880 out in the garden, you need to not only dig the 702 00:46:59,960 --> 00:47:03,270 initial holes to plant with the initial plants, but as 703 00:47:03,270 --> 00:47:06,380 it's growing, you need to make sure you're watering it. 704 00:47:06,380 --> 00:47:11,230 It gets enough sun, that you're clipping the appropriate leaves. 705 00:47:11,390 --> 00:47:13,790 It's not something that you could set and forget, and 706 00:47:13,790 --> 00:47:17,190 that does take time, energy and resources. It's very easy 707 00:47:17,190 --> 00:47:21,690 for us to deploy something and then prove its success 708 00:47:21,690 --> 00:47:24,410 and say, what? That's great. Let's now deploy something else. 709 00:47:24,480 --> 00:47:26,800 And then we totally forget about it. And then two 710 00:47:26,800 --> 00:47:29,890 years later, it's completely stale. It's doing things that it 711 00:47:29,890 --> 00:47:33,240 shouldn't be doing, or it's not necessarily creating the outcomes 712 00:47:33,240 --> 00:47:36,110 that we wanted. So it's really important to make sure 713 00:47:36,110 --> 00:47:39,360 that you invest in developers and data scientists to help 714 00:47:39,360 --> 00:47:44,610 support your business objectives. Thanks Aarde. And the third one 715 00:47:44,610 --> 00:47:47,770 I would highlight is a challenge we often see too. 716 00:47:47,770 --> 00:47:50,950 And just being able to demonstrate the business value and 717 00:47:50,950 --> 00:47:54,460 return on investment with AI. So one of the ways 718 00:47:54,460 --> 00:47:58,020 that we help our clients is by even just offering 719 00:47:58,020 --> 00:48:01,930 some really fast and easy proof points, build a bot 720 00:48:01,930 --> 00:48:05,650 workshop where within an hour, you can get your hands 721 00:48:05,650 --> 00:48:09,680 on the technology and build a basic bot to be 722 00:48:09,680 --> 00:48:14,270 able to understand and prove out and showcase how you 723 00:48:14,270 --> 00:48:18,520 can gain efficiencies in handling influxes of volume as an 724 00:48:18,520 --> 00:48:22,650 example. We offer pretrials so you can try before you buy 725 00:48:22,650 --> 00:48:25,650 to be able to prove out that technology too. And 726 00:48:25,650 --> 00:48:28,930 then lastly, I mentioned that we have a value consulting 727 00:48:28,930 --> 00:48:31,890 and business consulting team, whereas as part of the process 728 00:48:31,890 --> 00:48:36,050 and working with you, we look to help you with 729 00:48:36,080 --> 00:48:39,500 the financial models and the business benefit and benchmarks that 730 00:48:39,500 --> 00:48:42,690 you need to help justify the solution, and then can 731 00:48:42,690 --> 00:48:45,340 we follow up with you and working with you in 732 00:48:45,420 --> 00:48:50,670 understanding how you can realize that information and prove it 733 00:48:50,670 --> 00:48:52,760 out to share with your key stakeholders that were a 734 00:48:52,760 --> 00:48:55,970 part of the decision and in investing to begin with. 735 00:48:56,640 --> 00:49:00,830 So those are a couple from your slide before. Claire, 736 00:49:00,830 --> 00:49:03,590 that jumped out to me in terms of AI challenges and proof 737 00:49:03,590 --> 00:49:07,120 points and how we help companies. Thank you very much 738 00:49:07,410 --> 00:49:10,650 Janelle. Okay. I'm going to change tack a little bit now. 739 00:49:10,910 --> 00:49:13,480 I don't know if you recall at the beginning, I said that 740 00:49:13,480 --> 00:49:17,290 we will be talking about this concept of data sharing. So 741 00:49:17,330 --> 00:49:21,450 what would be the value of you taking an anonymized 742 00:49:21,450 --> 00:49:24,370 set of data and sharing it with a third party 743 00:49:24,370 --> 00:49:27,650 and what could be some of the mutual benefits that 744 00:49:27,650 --> 00:49:31,320 would come out of that. And we're already seeing various examples 745 00:49:31,310 --> 00:49:34,990 across industries. I'll give you a couple of examples. So 746 00:49:35,390 --> 00:49:40,670 transportation companies sharing much more detailed supply chain data along 747 00:49:40,780 --> 00:49:42,760 the supply chain so that people can give much more 748 00:49:42,810 --> 00:49:49,790 accurate timing estimates to their customers or a telecommunications company sharing 749 00:49:49,790 --> 00:49:54,750 information about customers are switching SIM cards frequently and sharing that 750 00:49:54,860 --> 00:49:58,160 information with banks to help them identify cases of fraud. 751 00:49:58,550 --> 00:50:02,070 So various examples of where companies are looking at the 752 00:50:02,070 --> 00:50:04,990 value of their data and how in future, they might 753 00:50:04,990 --> 00:50:09,380 share it with third parties to develop AI, to develop new 754 00:50:09,380 --> 00:50:13,610 business models, to develop new supply chain efficiencies. And so 755 00:50:13,610 --> 00:50:16,970 we ask the survey respondents, what would be the greatest 756 00:50:16,970 --> 00:50:21,220 benefits of sharing data with companies in your own or 757 00:50:21,220 --> 00:50:26,840 adjacent industries? And the majority 56%, say that the greatest benefit they 758 00:50:26,840 --> 00:50:32,240 could foresee will be faster and more transparent supply chains 759 00:50:32,580 --> 00:50:36,600 followed by faster and more innovative product development and then 760 00:50:36,620 --> 00:50:41,190 new and enhanced customer services and experiences. And I know 761 00:50:41,190 --> 00:50:45,770 that Genesys has been taking some initiatives looking into this 762 00:50:45,770 --> 00:50:48,500 space of data sharing. Janelle, can you give us a 763 00:50:48,500 --> 00:50:50,360 couple of examples of what you see this kind of 764 00:50:51,060 --> 00:50:56,730 the value of sharing data to be. Well, absolutely. So 765 00:50:56,730 --> 00:51:00,240 when it comes to sharing data, I'll go back to 766 00:51:00,240 --> 00:51:03,360 some of the obstacles, right? So if you go to 767 00:51:03,360 --> 00:51:07,010 the next slide real quick Claire and I look at 768 00:51:07,330 --> 00:51:13,530 the second bar chart, as a technology provider, the second 769 00:51:13,530 --> 00:51:17,050 one here jumps out to me as something where along 770 00:51:17,050 --> 00:51:20,240 with global tech companies, we can be part of removing 771 00:51:20,240 --> 00:51:24,700 the obstacles associated with managing and transforming that data across 772 00:51:24,700 --> 00:51:27,810 many systems, because if you're going to share it, you need 773 00:51:27,810 --> 00:51:30,830 to have it sort of in a shareable format to 774 00:51:30,830 --> 00:51:35,640 begin with. So that's why Genesys has become one of 775 00:51:35,640 --> 00:51:39,380 the only providers that are part of two key initiatives 776 00:51:39,380 --> 00:51:46,340 in being able to have open APIs amongst the key 777 00:51:46,340 --> 00:51:49,200 data providers. So two that come to mind are the 778 00:51:49,200 --> 00:51:53,300 Cloud Information Model, where we partner with companies like Amazon 779 00:51:53,300 --> 00:51:56,690 and Salesforce, as well as the open data initiative, where 780 00:51:56,690 --> 00:52:01,420 we're partnering with other companies like Adobe, SAP and Microsoft. 781 00:52:01,950 --> 00:52:06,070 To really conquer this challenge for companies like you, we're 782 00:52:06,070 --> 00:52:11,600 destroying data silos. We know isn't simple but joining forces 783 00:52:11,600 --> 00:52:16,640 to establish more interoperability and data exchange in a safe 784 00:52:16,640 --> 00:52:19,540 and secure way is a step in the right direction 785 00:52:19,540 --> 00:52:24,330 that we're really excited about. Yeah. So what this chart 786 00:52:24,330 --> 00:52:28,170 shows is the developments that companies would need to see 787 00:52:28,170 --> 00:52:31,470 to be even more active in the data sharing space. 788 00:52:31,620 --> 00:52:34,350 And so 64% say that they would want to see 789 00:52:34,350 --> 00:52:38,570 greater regulatory clarity, what exactly are the rules on data 790 00:52:38,570 --> 00:52:42,750 sharing and then they'd also be looking for the agreed 791 00:52:42,750 --> 00:52:48,030 industry standards on how data can be safely, ethically, legally 792 00:52:48,030 --> 00:52:54,130 shared across organizations. And also if they saw competitors initiatives 793 00:52:54,340 --> 00:52:57,820 to increase the data that they're sharing, that might be 794 00:52:57,820 --> 00:53:03,110 something that would move them into data sharing. So the next slide, 795 00:53:04,000 --> 00:53:07,580 the next question we ask them is, how willing would you 796 00:53:07,580 --> 00:53:11,610 be to share internal data? And what we saw is 797 00:53:11,610 --> 00:53:15,430 that executives in the America, so Latin America and the 798 00:53:15,430 --> 00:53:20,080 North America are the most enthusiastic globally saying they are 799 00:53:20,080 --> 00:53:25,520 either very willing or somewhat willing to share data. In 800 00:53:25,520 --> 00:53:29,610 Asia Pacific, Europe, the Middle East and Africa, perhaps a 801 00:53:29,610 --> 00:53:32,910 little bit more hesitant too, a little bit more caution 802 00:53:32,910 --> 00:53:38,690 about data sharing perhaps it's because GDPR is very, very 803 00:53:38,690 --> 00:53:43,590 strict regulations on data sharing and just culturally more conservative 804 00:53:43,590 --> 00:53:49,130 cultures around sharing information and data. So that brings us 805 00:53:49,130 --> 00:53:52,630 to the end of the content that we wanted to 806 00:53:52,630 --> 00:53:55,760 share with you today and leaves us some time for 807 00:53:55,760 --> 00:53:59,200 Q& A, just about five minutes for Q& A. After 808 00:53:59,200 --> 00:54:03,470 that, I will share some key takeaways from this presentation 809 00:54:03,670 --> 00:54:06,360 and then Josh will come back and share some more 810 00:54:06,360 --> 00:54:08,730 of the resources that are available to you after this 811 00:54:08,730 --> 00:54:12,580 webinar. So before we get going on the Q& A 812 00:54:12,800 --> 00:54:15,090 Josh, can I just bring you back in to explain 813 00:54:15,090 --> 00:54:19,410 to the audience how it would work? Yes, absolutely. So 814 00:54:19,610 --> 00:54:22,030 for everybody who's going to participate in today's Q& A, 815 00:54:22,740 --> 00:54:25,620 there's a Q& A chat window below the slide window. If 816 00:54:25,620 --> 00:54:27,820 you put your questions in there, we'll get through as 817 00:54:27,820 --> 00:54:29,530 many as we can with the short amount of time that 818 00:54:29,530 --> 00:54:32,140 we have. But we do encourage you to go ahead 819 00:54:32,140 --> 00:54:34,430 and throw those questions in there, because even if we 820 00:54:34,430 --> 00:54:36,750 don't answer them aloud, we will follow up with you 821 00:54:36,750 --> 00:54:40,760 via email within the next few business days. So with that, Claire, 822 00:54:40,760 --> 00:54:43,990 if you want to kick things off, go ahead. Okay. 823 00:54:44,330 --> 00:54:46,280 So also, if you don't have a question, but you 824 00:54:46,280 --> 00:54:48,890 wanted to make a comment or answer any of the 825 00:54:48,890 --> 00:54:51,560 questions that I've got up on the slide, how is 826 00:54:51,560 --> 00:54:54,390 AI making an impact in your business? What challenges have you 827 00:54:54,660 --> 00:54:57,720 seen? Have you seen the examples of data sharing in your 828 00:54:57,720 --> 00:55:00,520 industry? So while we wait for some questions to come 829 00:55:00,520 --> 00:55:03,130 in, if they're going to, Aarde, I'd like to ask 830 00:55:03,130 --> 00:55:06,590 you, what would you say is your greatest lesson learned 831 00:55:06,620 --> 00:55:12,690 having been on this AI journey in your business? Yeah, this is a great 832 00:55:12,690 --> 00:55:16,530 question. And the lessons learned kind of change over time 833 00:55:16,530 --> 00:55:20,500 and depending on where you are in the journey either 834 00:55:21,140 --> 00:55:23,750 just deploying your first one or about to deploy your 835 00:55:23,750 --> 00:55:29,250 first AI or bot or tool or where we're kind 836 00:55:29,250 --> 00:55:32,600 of we are now where we've had bots in place 837 00:55:32,600 --> 00:55:36,110 for more than a year, and now we're trying to optimize 838 00:55:36,110 --> 00:55:37,840 or see what the next step is. I think the 839 00:55:37,840 --> 00:55:42,360 biggest challenge is getting executive buy- in. You have to 840 00:55:42,360 --> 00:55:44,460 get buy- in at the highest level. It has to 841 00:55:44,460 --> 00:55:47,210 be a company initiative. I know it's very easy to 842 00:55:47,210 --> 00:55:50,970 start in a specific silo like customer service or sales 843 00:55:51,960 --> 00:55:56,370 and you can see some traumatic results, but it took 844 00:55:56,370 --> 00:55:59,290 for it to get the highest impact, it's really important 845 00:55:59,290 --> 00:56:01,020 to get it all the way to your C- suite, 846 00:56:01,020 --> 00:56:07,990 your COO, your CEO or even the director of IT 847 00:56:08,330 --> 00:56:12,470 or CIO. I think that's the biggest challenge, and it's 848 00:56:12,470 --> 00:56:15,910 not necessarily a challenge because they're not interested in investing 849 00:56:15,910 --> 00:56:18,380 in it, it's a challenge in articulating how it could 850 00:56:18,380 --> 00:56:22,990 probably support some sort of business obstacle that they have 851 00:56:23,710 --> 00:56:25,830 that's in front of. I would say that's our biggest 852 00:56:26,190 --> 00:56:30,960 challenge. Yeah. Okay. So we have a very interesting question that's come 853 00:56:30,960 --> 00:56:35,670 in and Janelle, I think it's one that we can 854 00:56:35,670 --> 00:56:38,630 put to you a question from a gentleman called Ignacio. 855 00:56:38,960 --> 00:56:41,890 So in a few words, what is the company missing if 856 00:56:41,890 --> 00:56:45,200 they are not using AI on their customer service model? 857 00:56:47,730 --> 00:56:49,800 Well, if I could say two words, I would say 858 00:56:49,800 --> 00:56:54,350 business benefits. So hopefully of what you've seen from the 859 00:56:54,350 --> 00:56:57,960 examples that we've shown and what Aarde described as well 860 00:56:57,960 --> 00:57:03,240 as is that, in order to achieve efficiencies at scale, 861 00:57:03,360 --> 00:57:07,940 to achieve improved customer experience at scale to increase revenue, 862 00:57:08,560 --> 00:57:12,410 there's real power with the use of artificial intelligence to 863 00:57:12,760 --> 00:57:16,460 be able to real time provide insights and actions that 864 00:57:16,460 --> 00:57:20,510 drive business results and business outcomes. So that I would say 865 00:57:20,510 --> 00:57:23,750 you might have great customer experience already, you might be 866 00:57:23,750 --> 00:57:26,780 missing an opportunity to take that to the next level 867 00:57:26,780 --> 00:57:35,020 if you don't incorporate AI. Okay. So a comment from 868 00:57:35,020 --> 00:57:38,570 a lady called Carra, so we use Chatbots in place and 869 00:57:38,570 --> 00:57:41,600 have seen some positive results and are looking to take 870 00:57:41,600 --> 00:57:44,280 it to the level of full integration with our live 871 00:57:44,280 --> 00:57:48,320 chat. So Janelle, what would you think that their business 872 00:57:48,320 --> 00:57:53,570 needs to consider as they're making that next step? Well, 873 00:57:53,570 --> 00:57:56,840 it's hard to say not knowing how they're using Chatbots 874 00:57:56,840 --> 00:57:59,910 today honestly but maybe Aarde I could ask for your 875 00:57:59,910 --> 00:58:03,800 opinion on this one having really been very close to 876 00:58:03,800 --> 00:58:10,290 the implementation at Textile. Yeah. So I would say if 877 00:58:10,290 --> 00:58:12,700 you're just starting out with Chatbots, you're probably doing an 878 00:58:12,700 --> 00:58:17,640 FAQ bot that's learning the intent and then reporting back some 879 00:58:17,640 --> 00:58:21,510 sort of basic information from an FAQ guide. I would 880 00:58:21,510 --> 00:58:25,030 say the next level to that is integrating denigrations into 881 00:58:25,030 --> 00:58:28,980 your CRM or whatever tool sets that you have so 882 00:58:28,980 --> 00:58:32,330 that instead of just reading back some content, you could 883 00:58:32,330 --> 00:58:35,710 actually perform actions for your customers and truly give them 884 00:58:35,710 --> 00:58:39,870 self service. Think of it as like, " Can you reset 885 00:58:39,870 --> 00:58:42,960 my password?" And instead of it saying, " You could reset 886 00:58:42,960 --> 00:58:45,900 your password by logging in and clicking the reset password 887 00:58:45,900 --> 00:58:48,710 button." Instead, it would say, " Sure. I could reset your 888 00:58:48,710 --> 00:58:52,180 password. Let me go ahead and send you an SMS 889 00:58:52,180 --> 00:58:55,660 text message, click that link." And it'll reset it. It'll 890 00:58:55,660 --> 00:59:01,100 expire in 10 minutes, something like that. So actionable, we 891 00:59:01,100 --> 00:59:04,940 call this virtual assistants versus just a Chatbot, that would be 892 00:59:05,000 --> 00:59:08,470 the next level. And then I guess kind of piggybacking 893 00:59:08,470 --> 00:59:12,080 off the first QA question, what you would miss by 894 00:59:12,080 --> 00:59:16,660 not implementing AI. And I think Janelle hit this on 895 00:59:16,660 --> 00:59:21,160 the head, it's business insights, it's KPIs and metrics that 896 00:59:21,160 --> 00:59:22,880 you can now measure. It's going to open up a 897 00:59:22,880 --> 00:59:26,400 whole new area for you to have insights into and 898 00:59:26,400 --> 00:59:29,700 then that could help you create your customer experience and 899 00:59:29,700 --> 00:59:34,420 customer journey. I think we're at time now. So I 900 00:59:34,420 --> 00:59:37,710 better hand it to Josh who will wrap the call 901 00:59:37,710 --> 00:59:40,700 and give us some resources that build on these topics. 902 00:59:42,720 --> 00:59:46,320 Sounds good to me. So just as next steps for 903 00:59:46,320 --> 00:59:50,210 everybody, you should see the resource list just next to 904 00:59:50,210 --> 00:59:52,770 the Q& A window. Make sure you click on these 905 00:59:52,770 --> 00:59:55,330 before we end today's webcast. You can get the full 906 00:59:55,330 --> 00:59:58,680 MIT global AI agenda report. You can learn more about 907 00:59:58,680 --> 01:00:01,330 the AI power context center, and you can even get 908 01:00:01,330 --> 01:00:04,670 started today by building AI capabilities into your call center. 909 01:00:05,470 --> 01:00:07,520 So again, make sure that you click on that before we 910 01:00:07,520 --> 01:00:12,050 close out today. Also to wrap up, make sure you 911 01:00:12,050 --> 01:00:14,070 continue to throw questions that you still have, even though 912 01:00:14,070 --> 01:00:15,510 we ran out of time, we do want to make 913 01:00:15,510 --> 01:00:17,690 sure that we answer any questions. So throw those into 914 01:00:17,690 --> 01:00:20,320 the Q& A window before we end today. And I'll be 915 01:00:20,320 --> 01:00:23,740 sure to answer as many as we can via email 916 01:00:23,740 --> 01:00:27,470 within the next few business days. Also after today's webinar, 917 01:00:27,470 --> 01:00:30,760 you're going to see a short survey pop up. We 918 01:00:30,760 --> 01:00:33,420 make sure that we tailor webinars towards what you want 919 01:00:33,420 --> 01:00:38,210 to learn more about. So be sure to throw your 920 01:00:38,210 --> 01:00:41,510 responses into the survey and click submit before today's session 921 01:00:41,510 --> 01:00:43,860 ends and we'll be sure to incorporate that feedback in 922 01:00:43,860 --> 01:00:47,650 the future. And also be sure to take a look 923 01:00:47,650 --> 01:00:50,840 at our podcast below. We have a new podcast called 924 01:00:50,840 --> 01:00:54,590 Tech Talks in Twenty where we discuss topics that you 925 01:00:54,590 --> 01:00:57,810 want to hear in just about 20 minutes. So you 926 01:00:57,810 --> 01:01:01,550 are welcome to listen today. So with all that being 927 01:01:01,550 --> 01:01:04,450 said on behalf of Janelle, Claire and Aarde and the 928 01:01:04,450 --> 01:01:07,160 entire Genesys team, we thank you again for joining today's 929 01:01:07,160 --> 01:01:11,750 webcast AI in the Contact Center: The Promise, Reality and Future. 930 01:01:12,030 --> 01:01:17,540 Until next time, have a good one everyone. Bye. Thank 931 01:01:17,870 --> 01:01:18,020 you.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t894QAA"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Regardless of the channel, citizens are demanding better customer experiences from the government. However, without proper solutions, fulfilling that customer experience request is not easy. View this OnDemand fireside chat to hear government and industry experts discuss how agencies are able to enhance customer experience using secure cloud solutions. Specifically, you’ll explore: Why achieving a better customer experience is critical for government at all levels How agencies transform their customer experience approach with the cloud Actionable steps to overcome customer experience obstacles [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z4QAA" ar_url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you" url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Anne Petersen Director of Experience Design, 18F [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Citizens want to quickly access and trust the information they receive from government agencies, in both times of emergency and tranquility. The Cloud gives agencies the technology tools they need to consistently deliver the right message, to the right person, at the right time, and that successful, secure delivery goes a long way to improving citizen trust. During this OnDemand fireside chat, government and industry experts share how to enhance communication and improve citizen trust. Specifically, you’ll explore: How a secure cloud solution can make a positive impact on citizen trust in government. The biggest barriers facing agencies looking to deliver accurate and timely information to citizens. How successful agencies have implemented reliable cloud solutions for their citizen services. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7yzQAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Barbara Morton Deputy Chief, Veteran’s Experience Office Veterans Affairs Department Webinar Bytes [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. In these webinar bytes, learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers David Totten CTO, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,060 Genesys and Microsoft have brought 2 00:00:02,060 --> 00:00:03,590 all this technology together to 3 00:00:03,590 --> 00:00:05,030 be able to allow and 4 00:00:05,030 --> 00:00:06,800 create what we believe are 5 00:00:06,800 --> 00:00:10,000 these important, empathetic moments, and 6 00:00:10,000 --> 00:00:11,630 that, when you have empathy, 7 00:00:12,050 --> 00:00:13,880 it leads to trust and 8 00:00:13,880 --> 00:00:16,040 it leads to loyalty. Because 9 00:00:16,040 --> 00:00:17,360 we all know, when you 10 00:00:17,360 --> 00:00:18,520 create a one- on- one 11 00:00:18,530 --> 00:00:20,140 relationship, and we all know 12 00:00:20,140 --> 00:00:21,150 this in our own daily 13 00:00:21,150 --> 00:00:24,540 lives. The more I know 14 00:00:24,540 --> 00:00:26,620 about you and the more I 15 00:00:26,620 --> 00:00:29,590 understand about your situation, and 16 00:00:29,990 --> 00:00:30,740 when I can have that 17 00:00:30,740 --> 00:00:33,650 empathetic connection, it really just 18 00:00:33,650 --> 00:00:35,070 leads to a better outcome. 19 00:00:36,120 --> 00:00:37,450 That's what we call experiences as 20 00:00:37,450 --> 00:00:41,770 a service. That's how personalization 21 00:00:42,620 --> 00:00:44,970 empathy, really driving that connection, 22 00:00:45,720 --> 00:00:48,000 creating that trust, creating loyalty 23 00:00:48,240 --> 00:00:50,220 will then ensure that that 24 00:00:50,220 --> 00:00:52,620 switching costs doesn't become an 25 00:00:52,620 --> 00:00:56,170 issue because that personalized experience 26 00:00:56,470 --> 00:01:00,010 is ensuring that loyalty. Yeah. 27 00:01:00,470 --> 00:01:02,190 Let me add to that quickly, Jeff. 28 00:01:02,690 --> 00:01:03,990 It's interesting because now, it 29 00:01:04,200 --> 00:01:05,790 used to be, if a 30 00:01:05,790 --> 00:01:08,010 customer felt like the company 31 00:01:08,010 --> 00:01:10,380 knew them, or remembered their 32 00:01:10,380 --> 00:01:12,150 information, or had their details, 33 00:01:12,150 --> 00:01:13,650 or had their preferences while 34 00:01:13,650 --> 00:01:15,030 coming in the door, that 35 00:01:15,030 --> 00:01:15,920 used to be almost a 36 00:01:15,920 --> 00:01:16,730 nice to have, or a 37 00:01:16,730 --> 00:01:18,110 great tab. That's a great 38 00:01:18,680 --> 00:01:19,780 experience to have. Now it's 39 00:01:19,780 --> 00:01:20,670 becoming a little bit more 40 00:01:20,670 --> 00:01:24,180 of an expectation. The power 41 00:01:24,180 --> 00:01:25,340 of the internet and how 42 00:01:25,340 --> 00:01:27,000 we engage with different services 43 00:01:27,000 --> 00:01:29,360 across the internet and mobile 44 00:01:29,560 --> 00:01:31,760 technologies now has created this 45 00:01:31,760 --> 00:01:34,680 expectation that companies we interact 46 00:01:34,680 --> 00:01:35,640 with, who we share data 47 00:01:35,640 --> 00:01:37,000 with, who we transact with, 48 00:01:37,310 --> 00:01:38,740 know who I am, what 49 00:01:38,740 --> 00:01:39,930 my preferences are and what 50 00:01:39,930 --> 00:01:40,680 I want to do when 51 00:01:40,680 --> 00:01:41,940 I come into their platform. 52 00:01:42,630 --> 00:01:45,180 It's not just necessarily experiences as 53 00:01:45,180 --> 00:01:46,280 a service. I always call 54 00:01:46,280 --> 00:01:48,150 it experience as an expectation 55 00:01:49,330 --> 00:01:52,170 that we want that personalized 56 00:01:52,170 --> 00:01:53,940 approach that anybody that we 57 00:01:53,940 --> 00:01:54,850 interact with, or that we 58 00:01:54,850 --> 00:01:56,610 have commerce with, really knows 59 00:01:56,610 --> 00:01:57,840 who we are, why I'm 60 00:01:57,840 --> 00:01:58,890 at their platform and what 61 00:01:58,890 --> 00:01:59,870 I want to do with 62 00:01:59,870 --> 00:02:05,370 them. Oh, 100% David. The 63 00:02:05,770 --> 00:02:10,510 research confirms this, that organizations 64 00:02:10,570 --> 00:02:14,370 that grow the personalization and 65 00:02:14,370 --> 00:02:16,650 establish loyalty is good for 66 00:02:16,650 --> 00:02:19,640 business. The Harvard business review 67 00:02:19,640 --> 00:02:21,870 here has confirmed that. There's 68 00:02:21,870 --> 00:02:24,310 lots of other strong research 69 00:02:24,370 --> 00:02:26,170 that just shows, when you 70 00:02:26,170 --> 00:02:27,790 start with the customer experience 71 00:02:29,020 --> 00:02:31,410 and create loyalty, it's not 72 00:02:31,410 --> 00:02:32,970 just good for the customer, 73 00:02:33,090 --> 00:02:33,790 but it's great for the 74 00:02:33,790 --> 00:02:34,320 business. AppFoundry Webinar How to launch self-service knowledge fast [cutoff co_thick="2px"]Wednesday, July 8, 2020 at 8AM PST This webinar will show how to roll out 24/7 customer self-service and immediately relieve your contact center. The deployment is much faster than you might think—but only if done in the right way. Done correctly, this rollout will facilitate self-service interactions within the first three-to-ten days of deployment. Within weeks, you can expect self-service interactions to outstrip assisted interactions. This is good news for customer experience, contact center efficiency and for your company. You'll learn: The core pieces every company needs to quickly and successfully roll out self-service Expected timeline and outcomes for rapid-launch self-service deployments Use cases from MindTouch customers that have successfully launched self-service on compressed timelines Sign up for this webinar today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t7zTQAQ"] Meet the Speaker Aaron Rice CEO MindTouch CX Heroes Webinar Series Five successful habits of a CX Hero [cutoff co_thick="2px"][webinarschedulesingle]Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. In this CX Heroes webinar, you will learn how AB Sappa: Establishes skills that every agent should have Handles difficult customers with finesse Recognizes and rewards agents Turns customers into brand advocates Get personalization right for their customers Celebrate the people who drive excellent customer service— and the technology that empowers them. The CX Heroes program acknowledges the select few who have applied their skills, talents and empathy to make a real difference in people’s lives.​ The result? Truly authentic, personal, meaningful experiences that customers recognize as special.[cutoff co_thick="2px"]1 00:00:11,460 --> 00:00:16,000 Hello everyone. And welcome to our CX heroes webinar on 2 00:00:16,000 --> 00:00:20,890 five successful habits of a CX hero. We're really excited 3 00:00:20,890 --> 00:00:25,060 today, all the way from Sweden to have Katarina Cervell 4 00:00:25,160 --> 00:00:30,480 and Jacob Dalnäs from Sappa. So, welcome to you both. 5 00:00:30,810 --> 00:00:35,820 Jacob is CX hero. So, congratulations Jacob for being named 6 00:00:35,820 --> 00:00:38,830 CX hero. We're really excited to have you here, and 7 00:00:38,830 --> 00:00:40,650 later on, in the webinar, we're going to have you 8 00:00:40,650 --> 00:00:46,710 tell your story of what earned you this distinction. But 9 00:00:46,710 --> 00:00:49,729 before we start off, Katarina, I'd love to have you 10 00:00:49,729 --> 00:00:54,650 tell us a little bit about Sappa. Absolutely. I'll do 11 00:00:54,650 --> 00:00:59,460 that. Sappa is the fourth largest telecom company in Sweden, 12 00:00:59,510 --> 00:01:04,580 and we deliver TV, broadband to our customer throughout Sweden. 13 00:01:05,430 --> 00:01:10,950 And we also deliver digital care services for elderly people. 14 00:01:10,950 --> 00:01:14,160 So, they can stay at home longer and feel safe, 15 00:01:14,160 --> 00:01:19,030 and their relatives can feel safe. And our mission is 16 00:01:19,030 --> 00:01:23,230 to be the most customer- friendly company in Sweden.[crosstalk 00:01: 17 00:01:23,230 --> 00:01:30,360 25]- That sounds great. Yeah. That sounds great. Well, we're 18 00:01:30,360 --> 00:01:33,130 really excited to have you here and excited to dive 19 00:01:33,130 --> 00:01:38,550 into what makes an effective CX hero. So, as we 20 00:01:38,550 --> 00:01:41,020 get a little deeper into the webinar here, you're going 21 00:01:41,020 --> 00:01:44,260 to learn five ways to improve customer service and establish 22 00:01:44,260 --> 00:01:48,060 successful habits that you can use every day. You'll be 23 00:01:48,060 --> 00:01:52,130 able to" Establish skills that every agent should have." We'll 24 00:01:52,130 --> 00:01:56,120 show you how to" Handle difficult customers with finesse," how- 25 00:01:56,120 --> 00:02:00,030 to" Recognize and reward your agents," how- to" Turn customers 26 00:02:00,030 --> 00:02:03,630 into brand advocates," and how- to" get personalization right for 27 00:02:03,630 --> 00:02:08,050 your customers." So, without further ado, let's jump right into 28 00:02:08,050 --> 00:02:12,510 it. The first habit is establishing a set of skills 29 00:02:12,510 --> 00:02:14,770 that every agent should have. And as you see on this 30 00:02:14,770 --> 00:02:17,840 slide here, we have listed 10 skills that we at 31 00:02:17,840 --> 00:02:21,110 Genesys feel are really important skills. These are certainly not 32 00:02:21,110 --> 00:02:26,120 every skill, but this is a really good, basic set 33 00:02:26,120 --> 00:02:28,919 of skills that we think are important. So, as you 34 00:02:28,919 --> 00:02:33,419 have a chance to look at this Katarina from your point 35 00:02:33,419 --> 00:02:36,590 of view, which two of these skills do you think 36 00:02:36,590 --> 00:02:40,700 are the most important to providing good customer service? Or 37 00:02:40,700 --> 00:02:42,320 if you see a skill that's not on here, is 38 00:02:42,320 --> 00:02:45,460 there something that's missing here that you think is an important skill? 39 00:02:46,700 --> 00:02:49,440 Yeah, I would like to choose all of them, but 40 00:02:51,360 --> 00:02:55,030 I would like to keep it to a smaller[ inaudible 41 00:02:55,450 --> 00:02:58,900 00: 02: 55]. In order to reach our vision, that 42 00:02:58,900 --> 00:03:02,470 is to be the most customer- friendly company, I think 43 00:03:02,470 --> 00:03:06,880 that it's very important that advisors like Jacob is a 44 00:03:06,880 --> 00:03:12,930 good listener to the customer and also to be assertiveness 45 00:03:13,100 --> 00:03:18,590 to the customer's needs and also get on the same 46 00:03:18,590 --> 00:03:22,419 level as the customer. So, that's very important, but I 47 00:03:22,419 --> 00:03:25,610 think the most important thing for us is that our 48 00:03:25,610 --> 00:03:31,770 advisors are genuine and themselves because that's creates a relation 49 00:03:31,930 --> 00:03:34,650 with the customer and that's very, very important for us. 50 00:03:36,950 --> 00:03:39,610 Yeah. That makes a lot of sense. That authentic bond 51 00:03:39,610 --> 00:03:42,030 with a customer that lets them know that you're truly 52 00:03:42,030 --> 00:03:44,610 listening to them and you truly understand where they're coming 53 00:03:44,610 --> 00:03:50,040 from. Yeah. Yeah. Jacob, what about you? You are talking 54 00:03:50,260 --> 00:03:54,080 to customers all the time. Looking at this list here, 55 00:03:54,080 --> 00:03:59,870 which two skills are most important? I think I put 56 00:03:59,870 --> 00:04:02,610 the two of them together as one actually, and it's 57 00:04:02,860 --> 00:04:06,960 listening and attentiveness. I put this one because I think 58 00:04:06,960 --> 00:04:10,620 they go kind of hand in hand. I think it's 59 00:04:10,660 --> 00:04:15,270 very important to listen and to also pay attention because 60 00:04:15,370 --> 00:04:18,339 then you can pick up the things that the customer 61 00:04:18,400 --> 00:04:23,680 is maybe not telling you because, in my experience, they 62 00:04:23,680 --> 00:04:28,210 don't give their every need at once when they call 63 00:04:28,210 --> 00:04:30,910 you because they might be nervous or they have waited 64 00:04:30,910 --> 00:04:34,940 for a long time. So, it's about reading the signals 65 00:04:35,560 --> 00:04:38,620 and just listening and paying attention to what they say. 66 00:04:39,350 --> 00:04:42,130 And then you can find many more needs than the 67 00:04:43,100 --> 00:04:46,700 one recent, that they are calling you. And after that, 68 00:04:47,529 --> 00:04:53,400 it's resourcefulness that I took because when you listen and 69 00:04:53,400 --> 00:04:57,400 you find all the things that the customer needs, then 70 00:04:57,400 --> 00:05:00,900 you also need to be creative to solve the issue. 71 00:05:00,960 --> 00:05:05,060 Because many times it's might not be our services that 72 00:05:05,060 --> 00:05:09,089 is the best solution for the customer. It might be 73 00:05:09,089 --> 00:05:11,880 something else. So, you will have to be creative and 74 00:05:11,880 --> 00:05:16,270 see in what way you can help the customer. And 75 00:05:17,880 --> 00:05:22,450 I also want to agree with Katarina on being on 76 00:05:22,450 --> 00:05:25,810 the same level as the customer is important like you 77 00:05:25,810 --> 00:05:29,700 speak the same language. And so you kind of have 78 00:05:29,700 --> 00:05:35,670 to be like a chameleon. You have to adapt to 79 00:05:35,670 --> 00:05:39,089 who you talk to and speak their language. So they understand 80 00:05:39,089 --> 00:05:41,390 you and that you feel a special connection with them. 81 00:05:42,010 --> 00:05:44,980 And of course, it has to be genuine also. I 82 00:05:44,980 --> 00:05:48,200 think you can tell very clearly when someone is reading 83 00:05:48,200 --> 00:05:51,140 from a script or they have been trained to say 84 00:05:51,140 --> 00:05:54,980 certain things. So, it needs to come from the heart too. 85 00:05:56,610 --> 00:05:59,140 That makes lot of sense. It sounds from hearing you 86 00:05:59,140 --> 00:06:03,450 talk, an important part of it is not only listening 87 00:06:03,450 --> 00:06:07,930 to what they say but picking up cues on understanding 88 00:06:07,930 --> 00:06:10,770 what they're not saying and trying to fill in the 89 00:06:10,770 --> 00:06:13,540 blanks for other things that they might need to. Is 90 00:06:13,540 --> 00:06:19,760 that right? Yeah, absolutely. And we hire personalities like Jacob 91 00:06:20,070 --> 00:06:27,160 here, so... That's great. Well, I think that's really good 92 00:06:27,160 --> 00:06:31,980 advice here. So moving on to habit number two. One 93 00:06:31,980 --> 00:06:35,650 thing that I think anyone who works in customer service 94 00:06:36,770 --> 00:06:41,040 has dealt with is handling difficult customers. And handling difficult 95 00:06:41,040 --> 00:06:45,650 customers with finesse and treating them well is a real 96 00:06:45,650 --> 00:06:49,380 skill in and of itself. 95% of customers tell others 97 00:06:49,380 --> 00:06:52,420 about a bad experience. So, a customer that has a 98 00:06:52,420 --> 00:06:55,640 bad experiences is likely to complain about it. So, it 99 00:06:55,640 --> 00:06:58,560 makes it all the more important to be able to 100 00:07:01,110 --> 00:07:02,730 deal with the customer who might not be in the 101 00:07:02,730 --> 00:07:05,120 greatest mood or might not be in the greatest situation 102 00:07:05,120 --> 00:07:08,240 and try to get them to a good spot. So, 103 00:07:09,720 --> 00:07:15,760 Katarina, how does Sappa, as an organization, how do you 104 00:07:15,930 --> 00:07:19,990 train advisers to deal with frustrated customers, and what's your 105 00:07:19,990 --> 00:07:23,800 overall philosophy on helping customers who might be frustrated or 106 00:07:23,800 --> 00:07:28,180 in a bad place? First of all, we work with 107 00:07:28,180 --> 00:07:33,530 a professional coach. We worked with Jessica for several years. And 108 00:07:33,530 --> 00:07:36,390 she comes to our office every third week, not now, 109 00:07:36,440 --> 00:07:39,800 but now we do these digital, but she comes to 110 00:07:39,800 --> 00:07:43,470 the office every third week, and she trains and develops 111 00:07:43,470 --> 00:07:48,510 our advisors. And there's a really good relationship between this 112 00:07:48,510 --> 00:07:52,870 coach and our advisors. And it's a lot about listening 113 00:07:52,870 --> 00:07:57,140 to the customer and getting the customer to understand that 114 00:07:57,140 --> 00:08:01,310 we have a common goal with this conversation we're going 115 00:08:01,310 --> 00:08:04,370 in the same direction. So, we need to be on 116 00:08:04,370 --> 00:08:08,120 the same side. So, we work a lot with that. 117 00:08:08,440 --> 00:08:11,760 And then it's very interesting because there is a customer 118 00:08:11,760 --> 00:08:19,780 survey in Sweden, that's called Swedish... Quality Index. Yeah. Quality Index. Thank 119 00:08:19,780 --> 00:08:24,750 you. And we are the only company in telecom business 120 00:08:24,750 --> 00:08:29,850 that has a positive effect on with contact with the 121 00:08:29,850 --> 00:08:33,530 customers. So, for often when they call us, they could 122 00:08:33,530 --> 00:08:36,270 have a problem, or they can ask question, but although 123 00:08:36,540 --> 00:08:40,320 frustrated, they are very happy after they've been talking to 124 00:08:40,320 --> 00:08:43,559 us. And we are the only companies that has that. So, 125 00:08:44,420 --> 00:08:48,670 our advisors are very good at talking and listening and 126 00:08:48,670 --> 00:08:51,960 understanding and get on the same level, the same page 127 00:08:51,960 --> 00:08:55,950 as the customer. So, we train a lot, and they 128 00:08:55,950 --> 00:09:01,610 are helping each other also. Yep, that's great. And Jacob, how 129 00:09:01,610 --> 00:09:04,130 about you? You are on the front lines everyday dealing 130 00:09:04,130 --> 00:09:06,580 with customers. I'm sure you've had your fair share of 131 00:09:07,429 --> 00:09:13,910 experiences with customers that are not the happiest. Absolutely. What 132 00:09:13,910 --> 00:09:19,630 do you find that works best? I think mostly you 133 00:09:21,030 --> 00:09:24,050 have to make the customer just understand that you are 134 00:09:24,050 --> 00:09:30,270 on the same side. And here in this situation is 135 00:09:30,270 --> 00:09:35,190 probably the most important out of any situation to speak 136 00:09:35,190 --> 00:09:39,070 the same language as the customer. If he calls in 137 00:09:39,130 --> 00:09:42,809 and he's pissed off at Sappa, then I will be 138 00:09:42,880 --> 00:09:47,300 pissed off at Sappa too. And if he's pissed off 139 00:09:47,300 --> 00:09:49,300 with my colleague, I will also be pissed off with 140 00:09:49,300 --> 00:09:54,880 my colleague. And I will agree with him, and we 141 00:09:54,880 --> 00:09:58,830 will speak the same language. Of course, I won't throw 142 00:09:58,830 --> 00:10:02,570 anyone under the bus, not the company or my colleagues, 143 00:10:02,570 --> 00:10:07,380 but I think it's important to show the customers that 144 00:10:07,380 --> 00:10:10,630 we are not getting defensive when things are going wrong. 145 00:10:11,559 --> 00:10:15,590 We accept that things can go wrong, and we take 146 00:10:15,590 --> 00:10:20,540 responsibility in those situations. So, usually an angry customer, I 147 00:10:20,540 --> 00:10:24,760 usually try to take as a challenge. And the challenge 148 00:10:24,780 --> 00:10:28,890 is that before the customer hangs up, we are going 149 00:10:28,890 --> 00:10:31,570 to be on the same page, even if he didn't 150 00:10:31,570 --> 00:10:33,780 get as he wanted or I didn't get as I 151 00:10:33,780 --> 00:10:36,080 wanted, then we can still be on the same page 152 00:10:36,480 --> 00:10:40,150 and understand each other. And as soon as they start 153 00:10:40,150 --> 00:10:44,929 to realize that I am the solution to their problem, they 154 00:10:44,929 --> 00:10:48,070 usually start to bring their guard down, and they have 155 00:10:48,070 --> 00:10:52,280 a different attitude. So, it's just a matter of bringing 156 00:10:52,280 --> 00:10:58,540 their guard down and being on their side. So you really need 157 00:10:58,730 --> 00:11:02,179 to be able to demonstrate some empathy and show them 158 00:11:02,179 --> 00:11:08,170 that you not only understand logically what their problem is 159 00:11:08,429 --> 00:11:13,190 but that you feel for them. Right. Yeah. You are understanding 160 00:11:13,190 --> 00:11:19,520 where they're coming from emotionally. Yep. Yeah. That's great. Well, 161 00:11:19,520 --> 00:11:24,090 that's[crosstalk certainly[crosstalk 00:11: 20]... That was something that our customer was 162 00:11:24,280 --> 00:11:27,320 asking for. When Sappa was started, I wanted a warm and 163 00:11:27,320 --> 00:11:32,550 friendly supplier, and that's really what this guy started giving our customers. 164 00:11:34,650 --> 00:11:36,870 And you, Katarina. I'd love to hear you talk about that 165 00:11:37,150 --> 00:11:40,720 just a little bit more. Sappa has a really great reputation for being 166 00:11:40,720 --> 00:11:45,380 able to deliver customer service. Isn't that right? Yeah, that's 167 00:11:45,380 --> 00:11:50,179 right. We have been two years in a row, we 168 00:11:50,179 --> 00:11:57,690 have had the first place in the survey, like I 169 00:11:57,690 --> 00:12:01,440 told you before. And the customer thinks that we are 170 00:12:01,440 --> 00:12:05,700 really doing what we are saying in our corporate values. 171 00:12:05,960 --> 00:12:10,330 We are being friendly to the customers. We are listening. 172 00:12:10,330 --> 00:12:16,630 We are being the worker. We go the extra mile 173 00:12:16,679 --> 00:12:20,470 for the customers. So, we're really doing what we are 174 00:12:20,470 --> 00:12:25,020 saying in our values and our culture. We're really living 175 00:12:25,020 --> 00:12:28,950 the culture internally, and the customer can feel it all 176 00:12:28,950 --> 00:12:32,050 the way. So, that's nice. We actually have a good 177 00:12:34,130 --> 00:12:37,809 quotation from our CEO because he tells us on a 178 00:12:37,809 --> 00:12:43,390 regular basis to always think no corporate bullshit. And it's 179 00:12:43,390 --> 00:12:46,530 just funny to hear something like that from your CEO. 180 00:12:47,280 --> 00:12:53,710 It shows the difference in the values. Yeah. And I think customers 181 00:12:53,710 --> 00:12:58,920 can tell that difference too. And your reputation, I think, 182 00:12:58,920 --> 00:13:03,429 is known in Sweden as an organization that cares about 183 00:13:03,530 --> 00:13:06,059 customer service. And this leads us... I think it's a 184 00:13:06,059 --> 00:13:09,890 really great segue into the third habit, which is making 185 00:13:09,890 --> 00:13:12,429 sure that you recognize and reward agents for doing a 186 00:13:12,450 --> 00:13:17,610 good job. The CX heroes program is all about recognizing 187 00:13:17,670 --> 00:13:20,520 advisors and agents who go above and beyond to provide 188 00:13:20,520 --> 00:13:26,390 great service. And Jacob... Jacob, excuse me, congratulations on being 189 00:13:26,390 --> 00:13:30,530 named CX hero. We at Genesys are really excited to 190 00:13:30,530 --> 00:13:34,360 have you as a CX hero. And I think Sappa's 191 00:13:34,360 --> 00:13:39,070 reputation for great customer service was part of what led 192 00:13:39,070 --> 00:13:44,450 to the story that led to you becoming a CX 193 00:13:44,450 --> 00:13:47,030 hero. I would love to have you tell us your 194 00:13:47,030 --> 00:13:54,990 story that got you this honor. Yeah. Of course. We 195 00:13:54,990 --> 00:13:59,179 are always encouraged to help our customers as much as 196 00:13:59,179 --> 00:14:03,770 we can, even if they don't call and have a problem 197 00:14:03,770 --> 00:14:08,650 with our services, we always try to help them. And 198 00:14:08,870 --> 00:14:12,670 this time it was a customer that called, and I 199 00:14:12,670 --> 00:14:16,940 asked her to just normal, and he sounded a little 200 00:14:18,140 --> 00:14:20,930 shooked on the phone. And he was explaining to me 201 00:14:20,930 --> 00:14:23,560 that he was too scared to go out on his 202 00:14:23,560 --> 00:14:26,900 balcony here. He really needed help because he had find 203 00:14:26,900 --> 00:14:31,850 a wasp nest on a balcony, and he didn't want 204 00:14:31,850 --> 00:14:37,150 to go out. So, I didn't think... I thought it 205 00:14:37,150 --> 00:14:40,190 was a little bit strange that he called, but we 206 00:14:40,190 --> 00:14:44,180 are always encouraged to help them either way. And so, 207 00:14:44,180 --> 00:14:48,590 I was thinking what I would do myself in this 208 00:14:48,720 --> 00:14:54,070 situation. And I am very scared of wasps, so I 209 00:14:54,070 --> 00:15:01,680 could really feel his emotions. Sappa is not a pest 210 00:15:01,680 --> 00:15:08,600 control company at all. No, actually we're not. But he 211 00:15:08,600 --> 00:15:14,710 had found our phone number outside where he lives because 212 00:15:15,090 --> 00:15:18,130 we handled the TV. So when he found our number 213 00:15:18,130 --> 00:15:21,160 and, but he had called us before. So, the first 214 00:15:21,160 --> 00:15:25,150 thing I said to him was that" We are your 215 00:15:25,150 --> 00:15:29,540 TV supplier, just so And he said," Yeah. Yeah, I 216 00:15:29,540 --> 00:15:33,800 know. But you always answer, and I just panicked. So, 217 00:15:34,070 --> 00:15:37,750 I called you." So, then I just said," Of course, 218 00:15:37,750 --> 00:15:39,810 of course, we will help you." He counts on our 219 00:15:39,810 --> 00:15:43,260 help. We will give it to him. So, I started 220 00:15:43,260 --> 00:15:47,410 to look in on the internet for exterminator in this 221 00:15:47,410 --> 00:15:51,700 area, and I called the exterminator just to see if 222 00:15:51,700 --> 00:15:54,410 they are open and see if they could handle this 223 00:15:54,410 --> 00:15:59,250 type of business. And I called up the customer, and 224 00:15:59,250 --> 00:16:03,030 I transferred him to the exterminator so he could speak 225 00:16:03,030 --> 00:16:07,100 to them directly. And I don't know what happened after 226 00:16:07,100 --> 00:16:13,270 that, but I hope they helped him out. I love 227 00:16:13,270 --> 00:16:17,910 that story. And what a great example, Jacob, of you 228 00:16:18,480 --> 00:16:22,020 having the sense of empathy to understand and really feel 229 00:16:22,020 --> 00:16:25,010 what the customer is going through and to take action. 230 00:16:26,300 --> 00:16:31,730 So, not only that but the fact that you have 231 00:16:31,730 --> 00:16:35,570 contributed to a culture overall where Sappa has the reputation 232 00:16:35,570 --> 00:16:40,220 of that customer knew to call you because Sappa always 233 00:16:40,220 --> 00:16:43,990 answers and always helps to solve his problems, which I 234 00:16:43,990 --> 00:16:48,220 think speaks both individually to your work and also to 235 00:16:48,540 --> 00:16:51,440 the culture that Sappa has created. So, Katarina, I'd like 236 00:16:51,440 --> 00:16:55,440 to ask you what does Sappa do to create this 237 00:16:55,440 --> 00:16:59,930 culture and to help reward your advisors for delivering great 238 00:16:59,930 --> 00:17:05,660 service? Oh, we do a lot of things. As I 239 00:17:05,660 --> 00:17:11,609 told you before, we have this individual training very good for the customers, 240 00:17:11,750 --> 00:17:16,300 and also for the advisors, it's make them grow. Then 241 00:17:16,300 --> 00:17:20,840 we also encourage them to see possibilities inside the company. 242 00:17:20,840 --> 00:17:23,700 And we have a lot of advisors working in my 243 00:17:23,700 --> 00:17:29,760 IT sector or economy. So find new opportunities in the 244 00:17:29,760 --> 00:17:35,420 company. Then we also have something called Sappa awards. So, 245 00:17:35,420 --> 00:17:39,190 once a year, you have the chance to nominate your 246 00:17:39,190 --> 00:17:43,940 colleagues to Sappa awards. And there are different prices that 247 00:17:43,940 --> 00:17:48,990 you can win, like being the Sappa ambassador. Jacob is 248 00:17:49,230 --> 00:17:52,750 an example of being a Sappa ambassador you're going outside the 249 00:17:52,750 --> 00:17:57,010 box. You help someone, and you deliver every day, every 250 00:17:57,010 --> 00:17:59,940 hour when you are work. So, we have a lot 251 00:17:59,940 --> 00:18:03,500 of things that we'll do, and we even have the 252 00:18:03,500 --> 00:18:07,770 co- worker all the week and lots things that we 253 00:18:07,770 --> 00:18:13,320 do. That's great. So, Jacob, I have to ask you, 254 00:18:13,320 --> 00:18:16,330 is that the most unusual call that you've ever received 255 00:18:16,330 --> 00:18:21,250 or have you had calls that were even more unusual? 256 00:18:22,540 --> 00:18:28,270 I think probably the most in terms of what I 257 00:18:28,270 --> 00:18:32,220 needed to do in terms of helping him, it's probably 258 00:18:32,220 --> 00:18:39,540 the most outside of my comfort zone. But since we 259 00:18:39,540 --> 00:18:43,380 always encourage people to help the customer, no matter what, 260 00:18:43,570 --> 00:18:47,650 we have some of these calls pretty regularly where we 261 00:18:47,850 --> 00:18:52,330 go outside of our comfort zones to help them. We 262 00:18:52,330 --> 00:18:56,869 had even customers who calls from a rival company, they 263 00:18:56,869 --> 00:19:00,290 have a TV box from other company, and then we 264 00:19:00,290 --> 00:19:04,150 help them with their box because they could never get 265 00:19:04,150 --> 00:19:09,119 ahold of customer service. So, there's many situations like this, 266 00:19:09,119 --> 00:19:14,220 which just makes it very fun. So yeah, this was 267 00:19:14,220 --> 00:19:22,990 probably the most strange. That's a great one. We also 268 00:19:22,990 --> 00:19:28,260 have customer sending us picture on how the cable goes 269 00:19:28,260 --> 00:19:31,869 in their apartment. So, they follow the cable and send 270 00:19:31,869 --> 00:19:36,580 the picture all the way. And that's very interesting because 271 00:19:37,050 --> 00:19:41,640 a lot of pages with just photos of the cables. 272 00:19:45,270 --> 00:19:52,720 That does sound unusual. Yeah. Yeah. Well sort of following 273 00:19:52,720 --> 00:19:55,890 along the same topic here, the fourth habit is turning 274 00:19:55,890 --> 00:19:59,450 customers into brand advocates. As I think both of you 275 00:19:59,450 --> 00:20:03,910 just talked about great customer service and customer experiences create 276 00:20:05,910 --> 00:20:11,980 brand loyalty. So, what sort of strategies, Jacob, as an 277 00:20:11,980 --> 00:20:15,060 advisor dealing with customers every day, what sort of strategies 278 00:20:15,060 --> 00:20:18,380 do you use to nurture that relationship? To build those 279 00:20:18,380 --> 00:20:23,890 relationships with customers. To make them into more loyal customers 280 00:20:23,890 --> 00:20:29,760 and to deliver them the service that they need? Yeah. The 281 00:20:29,760 --> 00:20:32,900 thing is that I am in my role as a 282 00:20:32,900 --> 00:20:36,760 customer service agent, I am a hundred percent comfortable, and 283 00:20:36,760 --> 00:20:39,420 it's because I get encouraged to be genuine with the 284 00:20:39,420 --> 00:20:45,859 customers. They don't give me any scripts or anything. I 285 00:20:45,859 --> 00:20:48,690 have a free hand to talk how I want and 286 00:20:49,000 --> 00:20:52,550 to help the customer in what way I want. And 287 00:20:52,550 --> 00:20:56,400 it makes me comfortable in my role. And I think 288 00:20:56,400 --> 00:21:01,859 this is something that customers can tell and it makes 289 00:21:01,859 --> 00:21:05,060 a more comfortable situation for them too, because they feel 290 00:21:05,060 --> 00:21:09,160 like they can be equally genuine towards me. And they 291 00:21:09,160 --> 00:21:11,470 can talk to me just how they want. If they 292 00:21:11,470 --> 00:21:13,970 get angry, they can scream at me, and I will 293 00:21:13,970 --> 00:21:17,530 still treat them with respect. And even if they come 294 00:21:17,530 --> 00:21:20,030 in with a negative attitude and wants to complain, they 295 00:21:20,030 --> 00:21:24,530 still can make their voice heard. I will understand them. 296 00:21:24,530 --> 00:21:27,910 And I will say that I will send their thoughts 297 00:21:27,910 --> 00:21:31,700 to the right person and just to show them that 298 00:21:31,780 --> 00:21:35,130 no matter what, I will take their opinions serious and 299 00:21:36,420 --> 00:21:39,369 I will listen to what they have to say. And 300 00:21:39,369 --> 00:21:45,160 we also encourage our customers to speak up when they 301 00:21:45,160 --> 00:21:49,570 have opinions of us, whether if it's positive or negative 302 00:21:50,410 --> 00:21:55,950 because every month, we do a customer survey where they 303 00:21:55,950 --> 00:21:58,890 can just tell us what they think about us. And 304 00:21:58,890 --> 00:22:00,920 then we have an option where we ask them if 305 00:22:00,920 --> 00:22:04,710 it's okay that we contact them in terms of the 306 00:22:04,710 --> 00:22:09,340 survey they filled in. So, right then, we have many 307 00:22:09,340 --> 00:22:12,430 people who experienced problems, but maybe they were too scared 308 00:22:12,400 --> 00:22:15,010 to call, or they didn't have time. And they make 309 00:22:15,010 --> 00:22:18,320 their voice heard, and we make an effort to contact 310 00:22:18,320 --> 00:22:22,080 them and make our relationship better with them. And I 311 00:22:22,080 --> 00:22:26,900 think that makes them feel respected and listened to very 312 00:22:26,900 --> 00:22:33,080 much. That's great. Katarina, we'd love to hear your thoughts 313 00:22:33,080 --> 00:22:35,730 on this too because obviously Sappa has created a culture 314 00:22:35,730 --> 00:22:39,480 where nurturing customer relationships is important. What are your thoughts 315 00:22:39,480 --> 00:22:45,100 on this? As I said many times, our strategy is 316 00:22:45,100 --> 00:22:50,250 to deliver the most customer friendly services and to do 317 00:22:50,250 --> 00:22:55,840 that we take our calls in one minute and that's 318 00:22:55,840 --> 00:23:00,119 something that our customers love. And we also answer in person, so we don't have a... what do 319 00:23:03,500 --> 00:23:07,840 you call it? Button? Yeah, we don't measure how long 320 00:23:07,840 --> 00:23:16,290 we talk to the customers Yes, no,[inaudible. no[inaudible 00:23:13]. Oh yeah. Many 321 00:23:17,119 --> 00:23:20,930 customer services. When a customer calls, they have to press 322 00:23:20,930 --> 00:23:23,859 one to get to one of departments, or they have 323 00:23:23,859 --> 00:23:27,440 to press two to get to another department. We don't 324 00:23:27,440 --> 00:23:30,140 have anything like this when they call, they come directly to 325 00:23:30,140 --> 00:23:32,650 us, and can speak to us and we won't transfer 326 00:23:32,650 --> 00:23:35,940 them to some other place. We answer on every question. 327 00:23:36,730 --> 00:23:40,830 And that's very unique for a company in this business 328 00:23:41,580 --> 00:23:45,530 and then we also, like Jacob said, we don't measure 329 00:23:46,000 --> 00:23:49,310 the length of the conversation that the advisor has with 330 00:23:49,310 --> 00:23:53,580 the customer. So, it's a very good opportunity to create 331 00:23:53,700 --> 00:23:57,060 a relation with the customer. And that makes the customer 332 00:23:57,060 --> 00:24:01,210 feels unique and taken care of. And then we'll also 333 00:24:01,210 --> 00:24:06,640 do a fun thing. We write handwritten congratulations to all 334 00:24:06,640 --> 00:24:11,420 our customers that are turning 30, 40, 50 up to a 335 00:24:11,420 --> 00:24:14,550 hundred year. And when they turn 100, they get a 336 00:24:14,550 --> 00:24:19,609 special card and a little bit special treated. So, that's 337 00:24:19,930 --> 00:24:24,330 something unique that we do. But we also are very... 338 00:24:25,040 --> 00:24:29,080 it's very important to create the relation with the customer 339 00:24:29,080 --> 00:24:35,220 because that makes the customer absolutely feel unique. Absolutely. I 340 00:24:35,220 --> 00:24:39,270 love that. And I think that's a really great segue 341 00:24:39,270 --> 00:24:42,880 again, into our fifth habit, which is personalization. You talked 342 00:24:42,880 --> 00:24:46,420 about sort of recognizing birthdays for customers. So, the fifth 343 00:24:46,420 --> 00:24:50,670 habit here is getting personalization right for your customers. Just 344 00:24:50,670 --> 00:24:54,119 highlighting the statistic here." 79% of customers feel like a 345 00:24:54,119 --> 00:24:57,050 generic customer rather than a unique individual when they call 346 00:24:57,109 --> 00:25:01,119 in for customer service." I think what that shows us 347 00:25:01,119 --> 00:25:04,109 is that customers want personalization to be able to simplify 348 00:25:04,109 --> 00:25:07,670 the interactions that they have with businesses. And they're beginning 349 00:25:07,670 --> 00:25:10,540 to be introduced to new levels of personalization. So, when 350 00:25:10,540 --> 00:25:14,460 they call in or chat in or text in to 351 00:25:14,460 --> 00:25:18,680 customers, they're beginning to see ways that they can experience 352 00:25:18,680 --> 00:25:20,990 personalization and in a whole new way. And they're starting 353 00:25:21,280 --> 00:25:25,940 to expect that more and more from every organization. And 354 00:25:26,609 --> 00:25:29,490 a lot of those tools are making jobs for employees 355 00:25:29,890 --> 00:25:33,460 much better, being able to match agents and advisors to 356 00:25:33,460 --> 00:25:37,520 customers and situations that are more matched to their skills 357 00:25:37,520 --> 00:25:43,810 and availability, which allows agents and advisors to feel more 358 00:25:43,810 --> 00:25:46,980 successful. And to be able to handle situations with confidence, 359 00:25:46,980 --> 00:25:52,490 because they know they're matched with customers that they're going 360 00:25:52,490 --> 00:25:54,270 to be able to help more clearly because their skills 361 00:25:54,270 --> 00:25:55,780 are suited to it. So, I think there's a lot 362 00:25:55,780 --> 00:25:58,840 of really exciting things happening in this field. This is 363 00:25:58,840 --> 00:26:01,420 something that Genesys is really passionate about, and I know 364 00:26:01,760 --> 00:26:07,240 personalization is really important for Sappa. Jacob, talk a little 365 00:26:07,240 --> 00:26:12,020 bit about making that experience feel personal for customers and 366 00:26:12,020 --> 00:26:14,470 why it's important when you're talking with customers to make 367 00:26:14,470 --> 00:26:19,840 it feel personal for them. Yeah. I think it goes 368 00:26:19,840 --> 00:26:25,609 back to the strengths of a customer service worker that 369 00:26:25,830 --> 00:26:30,230 we talked about earlier, like being a good listener, for 370 00:26:30,230 --> 00:26:32,930 example, is something I think is very important for making 371 00:26:32,930 --> 00:26:37,280 the customer feel a unique because if you are a 372 00:26:37,280 --> 00:26:41,410 good listener and you are attentive and can pick up 373 00:26:41,760 --> 00:26:47,460 many details, then later on in the call, when you 374 00:26:47,460 --> 00:26:51,470 present your solution or the problem, you can present a 375 00:26:51,470 --> 00:26:56,240 more broad solution that fits more of the customer's needs, 376 00:26:56,740 --> 00:27:00,210 even things that maybe he or she didn't express to 377 00:27:00,210 --> 00:27:05,050 you at first. And I think that's makes them feel 378 00:27:05,410 --> 00:27:08,440 listened to it makes them feel like I'm not just 379 00:27:08,440 --> 00:27:10,730 sitting here and let them information come in here and 380 00:27:10,730 --> 00:27:13,540 out here, I take it in. I listened to it, 381 00:27:13,760 --> 00:27:18,100 and I tried to present my solution according to what 382 00:27:18,100 --> 00:27:23,340 needs she has. And also, I think it's like we 383 00:27:23,340 --> 00:27:26,869 talked about to speak the same language as the customer. 384 00:27:27,730 --> 00:27:29,560 If I'm talking to someone who is a little bit 385 00:27:29,609 --> 00:27:34,420 older, I usually speak slower and more clear so they 386 00:27:34,420 --> 00:27:37,450 can understand me. I might even use some old school 387 00:27:37,560 --> 00:27:42,210 words. If I'm talking to someone younger, I talk a 388 00:27:42,210 --> 00:27:44,890 little bit faster. Maybe use some slang words here and 389 00:27:44,890 --> 00:27:49,730 there. And then I think this makes them feel more 390 00:27:49,730 --> 00:27:56,609 comfortable and it also makes them feel respected, I think. 391 00:27:57,480 --> 00:28:01,180 That's really great advice. I think that makes a lot 392 00:28:01,180 --> 00:28:06,130 of sense and shows real connectivity. Katarina, why is it 393 00:28:06,130 --> 00:28:12,440 important for Sappa to create those personalized experiences for customers? 394 00:28:12,460 --> 00:28:15,230 You talked a little bit before about things like sending 395 00:28:15,230 --> 00:28:19,190 birthday greetings that's obviously a core part of your culture. 396 00:28:19,890 --> 00:28:26,330 Why is that something that's important? It's important to Sappa because that's the kind 397 00:28:26,560 --> 00:28:30,220 of company we would like to be when Sappa was 398 00:28:30,220 --> 00:28:34,119 started. Like, I told you, asking the customers what kind 399 00:28:34,119 --> 00:28:39,330 of supplier they wanted. And this was a place on 400 00:28:39,330 --> 00:28:42,340 the market that was free to be a warm and 401 00:28:42,340 --> 00:28:47,250 friendly company and give the best customer service. So, that's 402 00:28:47,250 --> 00:28:50,530 very important for us that the customer really feels that 403 00:28:50,530 --> 00:28:54,620 we are not just treating them like customers, but they 404 00:28:54,620 --> 00:28:58,890 are our friends and, we are interested in them when 405 00:28:58,890 --> 00:29:01,420 we talk to them, we are not just interested in 406 00:29:02,400 --> 00:29:08,940 solving the problem and the conversation. Like you heard Jacob 407 00:29:09,220 --> 00:29:13,360 asking before," What team do you cheer for?" That's something 408 00:29:13,360 --> 00:29:16,970 that I often hear when our advisors talks to the 409 00:29:16,970 --> 00:29:21,940 customer." What football team do you cheer for?" And," What 410 00:29:22,190 --> 00:29:23,930 is the name of your dog?" If you hear a 411 00:29:23,930 --> 00:29:27,760 dog barking. So, they are really interested in the company 412 00:29:27,760 --> 00:29:31,540 and that creates a good feeling for the customer. Absolutely. 413 00:29:32,260 --> 00:29:36,450 And it's also make the job much more fun, I 414 00:29:36,450 --> 00:29:39,960 think[inaudible 00:29: 36]. Yeah. Absolutely. It makes it much more 415 00:29:39,960 --> 00:29:44,750 fun than you get more and comfortable yourself. And you feel 416 00:29:44,750 --> 00:29:47,610 like you are not forced to be at work. I 417 00:29:47,610 --> 00:29:52,520 can be myself. And the biggest receipt that we get 418 00:29:53,060 --> 00:29:58,010 from our customer is because we mentioned the survey that 419 00:29:58,010 --> 00:30:01,310 we were voted the best customer service two years straight 420 00:30:02,170 --> 00:30:05,490 at the Swedish Quality Index. And this is actually the 421 00:30:05,520 --> 00:30:10,610 biggest customer service in Sweden. So, it's the customers themselves 422 00:30:10,640 --> 00:30:16,290 that give rates on everything from a service to technology, 423 00:30:16,290 --> 00:30:20,690 to how you are as a brand. They vote on 424 00:30:20,690 --> 00:30:24,290 everything. And it's a very big thing. So, it's the 425 00:30:24,290 --> 00:30:28,210 customer's own words that we are the best in customer 426 00:30:28,210 --> 00:30:32,490 service and two years straight. That's great. And boy, that's 427 00:30:32,490 --> 00:30:37,040 the best endorsement you can get. And I loved hearing 428 00:30:37,040 --> 00:30:42,770 both of you talk about, not only does this make 429 00:30:42,770 --> 00:30:46,220 the customers feel more comfortable. So not only is personalization 430 00:30:46,220 --> 00:30:49,270 important to make them feel comfortable. But Jacob, hearing you 431 00:30:49,270 --> 00:30:51,900 talk about the fact that it makes you enjoy your 432 00:30:51,960 --> 00:30:54,600 job more. Right? You feel like you are able to 433 00:30:54,600 --> 00:30:59,330 be yourself. It speaks to the strong, strong benefits of 434 00:30:59,830 --> 00:31:05,980 being able to connect with customers in that way.[crosstalk And it's really great[crosstalk 00:31: 435 00:31:05,980 --> 00:31:11,440 05]- Looking at how we working, we always make it 436 00:31:11,440 --> 00:31:15,070 like a team. It's very important to have a team 437 00:31:15,070 --> 00:31:18,840 feeling in the company. So, it's not me, myself, or 438 00:31:18,840 --> 00:31:23,440 I. It's the team that's important. And that's also a 439 00:31:23,440 --> 00:31:26,910 way to make it feel good for the customer. You 440 00:31:26,910 --> 00:31:31,540 always have someone to ask, or that could help you 441 00:31:31,540 --> 00:31:35,440 if you have a problem with the customer or the 442 00:31:35,440 --> 00:31:39,240 customer's problem, you always have someone to support you. Yeah. 443 00:31:39,240 --> 00:31:46,650 Everyone is willing to help. Yeah.[crosstalk 00:31: 43]- That's fantastic. Yeah. That's great. 444 00:31:47,360 --> 00:31:51,380 Well, it's been so great, Katarina and Jacob, getting your thoughts 445 00:31:51,380 --> 00:31:55,110 on the importance of delivering great customer service and great 446 00:31:55,110 --> 00:32:00,060 customer experience. Just going through our summary here, kind of 447 00:32:00,320 --> 00:32:03,330 the key points here, making sure you hire the right 448 00:32:03,330 --> 00:32:05,530 type of people for your business and provide them with 449 00:32:05,530 --> 00:32:10,340 the proper training. customer service can be tough, and it's 450 00:32:10,340 --> 00:32:14,540 important to reward your agents and advisors. And it's important 451 00:32:14,680 --> 00:32:17,990 that customer experience and customer service work together to create 452 00:32:17,990 --> 00:32:21,330 brand loyalty. And we just talked about the fact that 453 00:32:21,330 --> 00:32:26,700 using personalization to improve customer experiences is key. It's not 454 00:32:26,700 --> 00:32:29,650 just about delivering more ads. But it's about really connecting 455 00:32:29,650 --> 00:32:33,670 and making those customers feel comfortable and making employees feel 456 00:32:33,670 --> 00:32:37,240 more rewarded in their jobs and leading to more customer 457 00:32:37,240 --> 00:32:44,340 loyalty, which is really, really important. So, if you have 458 00:32:44,340 --> 00:32:47,590 listened to this and you're inspired as someone who is 459 00:32:47,590 --> 00:32:49,460 in customer service, and you've got a story that you 460 00:32:49,460 --> 00:32:52,510 want to share, or if you work with someone that 461 00:32:52,510 --> 00:32:56,080 you believe is worthy of being nominated as a CX hero, 462 00:32:56,080 --> 00:32:59,740 we encourage you to nominate, be part of the program, 463 00:32:59,740 --> 00:33:04,440 be recognized as CX hero just as Jacob was. So, I 464 00:33:04,440 --> 00:33:08,840 want to thank everybody for joining us. Here's our details 465 00:33:08,840 --> 00:33:11,760 right here. You can reach out via our website or 466 00:33:11,760 --> 00:33:15,510 give us a call or contact Jill. genesys. com, 467 00:33:15,510 --> 00:33:19,330 and she can get your nomination in. But Jacob and 468 00:33:19,560 --> 00:33:21,310 Katarina, I want to say thank you so much for 469 00:33:21,310 --> 00:33:24,870 joining us on this webinar. I think your thoughts were really 470 00:33:25,100 --> 00:33:28,710 great to get, and I think inspiring to me and hopefully inspiring 471 00:33:28,710 --> 00:33:30,880 to everybody that listened. So, thank you both so much 472 00:33:30,880 --> 00:33:35,400 for joining. Thank you. Thank you very much. We had a very good time. Yeah. It 473 00:33:35,400 --> 00:33:38,960 was fun. Absolutely. It was a lot of fun. Thank 474 00:33:38,960 --> 00:33:43,240 you so much and thanks everybody for listening. Thank you. Bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7axQAA"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys Genesys + Zoom Seamless cloud communications for great customer experiences [webinarschedulesingle][cutoff co_thick="2px"] Take charge of your contact center productivity In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Take charge of your contact center productivity with Genesys and Zoom integrated communications. Register now for this webinar and learn how to: Increase contact center agent productivity with integrated communications Provide a seamless, simplified and more efficient agent experience Enable employees to quickly find the right resources to address your customer’s needs Use cloud-based customer support tools for modern experiences Register now. See how integrated cloud communications can enhance agent and customer experiences.[cutoff co_thick="2px"]1 00:00:06,360 --> 00:00:09,750 All right. Good morning, evening and afternoon, everyone. My name 2 00:00:09,750 --> 00:00:11,910 is Josh Reed and I'm from the digital events team 3 00:00:11,910 --> 00:00:14,340 here at Genesys. And I'll be one of the moderators 4 00:00:14,340 --> 00:00:16,950 for today's presentation. And let me be the first to 5 00:00:16,950 --> 00:00:21,420 welcome you to today's webcast, Genesys and Zoom: Seamless Cloud 6 00:00:21,420 --> 00:00:26,230 Communications for Great Customer Experiences. To ensure that you have 7 00:00:26,230 --> 00:00:28,730 the best experience viewing today's webinar. I'm going to cover 8 00:00:28,730 --> 00:00:31,010 a few housekeeping items as I usually do, and I'll 9 00:00:31,010 --> 00:00:33,870 make this short and sweet first to ensure that you 10 00:00:33,870 --> 00:00:37,110 don't have any issues viewing or listening to today's presentation. 11 00:00:37,600 --> 00:00:39,850 Please make sure that you have a reliable internet connection 12 00:00:39,909 --> 00:00:43,760 and phone connection. If you experience any problems, viewing today's 13 00:00:43,760 --> 00:00:46,990 webcast, try leaving the Zoom webinar and logging back in 14 00:00:46,990 --> 00:00:49,940 from the link from your reminder email. And if you 15 00:00:49,940 --> 00:00:51,930 continue to have issues, why don't you throw that into 16 00:00:51,930 --> 00:00:53,540 the chat? And we'll see if we can troubleshoot for 17 00:00:53,540 --> 00:00:57,220 you. Also, this webcast is designed to be an interactive 18 00:00:57,220 --> 00:00:59,740 experience between you and our presenters today. So at any 19 00:00:59,740 --> 00:01:02,440 time during the webcast, feel free to submit those questions 20 00:01:02,440 --> 00:01:05,569 in the Q& A tab on your Zoom toolbar. Now 21 00:01:05,569 --> 00:01:07,430 I'll make sure that you throw those questions into the 22 00:01:07,430 --> 00:01:09,840 Q& A tool and not the chat so that we 23 00:01:10,160 --> 00:01:12,069 make sure that we answer your question or have a 24 00:01:12,069 --> 00:01:15,020 chance to answer your question. We don't miss it, also 25 00:01:15,020 --> 00:01:17,280 just to let if time does get away from us 26 00:01:17,280 --> 00:01:21,190 as sometimes it usually does. Don't fret. We'll follow up 27 00:01:21,190 --> 00:01:23,780 with you via email within the next few business days, 28 00:01:24,690 --> 00:01:27,340 and also know that this is being recorded and that 29 00:01:27,340 --> 00:01:29,770 you'll receive a link to the on- demand recording via 30 00:01:29,770 --> 00:01:34,220 email from Zoom within the next few business days and 31 00:01:34,220 --> 00:01:36,550 see it, like I said, short and sweet. So it's 32 00:01:36,550 --> 00:01:39,690 my pleasure to introduce you to our moderator today. Randy 33 00:01:39,690 --> 00:01:43,060 Carter, the marketing content director here at Genesys. Randy, why 34 00:01:43,060 --> 00:01:47,850 don't you take it away, buddy? Thanks Josh. So, I 35 00:01:48,610 --> 00:01:50,980 mean, the main question that we want to talk about 36 00:01:50,980 --> 00:01:54,730 today is why is it still so hard to help 37 00:01:54,830 --> 00:01:59,900 people? I mean, we've got digital transformation stuff. That's moving 38 00:01:59,900 --> 00:02:03,040 customer communications to the cloud. It's changing the way that 39 00:02:03,060 --> 00:02:07,500 we're communicating. We've got a lot of things about the 40 00:02:07,500 --> 00:02:11,300 way that we're doing customer experience and employee experiences as 41 00:02:11,300 --> 00:02:15,970 well, that are changing. And there's huge growth in automation, 42 00:02:16,270 --> 00:02:22,990 bots, and digital work, I mean, voice is still vital 43 00:02:23,160 --> 00:02:26,500 as a way to solve real problems and bring people 44 00:02:26,500 --> 00:02:31,970 together. And like everything else though voice is changing and 45 00:02:31,970 --> 00:02:36,800 it won't change back. All of this disruption has really 46 00:02:36,800 --> 00:02:40,790 brought forth all of these great cases that we knew 47 00:02:40,790 --> 00:02:45,900 were coming about working from anywhere and about elevating voice 48 00:02:46,120 --> 00:02:51,240 to video. And that's why we're here. We're here to 49 00:02:51,240 --> 00:02:55,340 give you details on a new way to provide voice 50 00:02:55,340 --> 00:03:04,669 in videos, simply flexibly globe. So today I'm here also 51 00:03:04,669 --> 00:03:10,130 have two people along with me, we got Neil Levonius, 52 00:03:10,580 --> 00:03:13,730 who is from Zoom in product marketing, and we've also 53 00:03:13,730 --> 00:03:18,630 got Jeff Wise. So I'm going to start off with 54 00:03:18,630 --> 00:03:22,389 Jeff. Jeff, could you tell us who you are and 55 00:03:22,389 --> 00:03:26,430 who Genesys is? Thanks Randy. And thanks everyone for being 56 00:03:26,430 --> 00:03:31,260 here today. Super excited to talk about our partnership and 57 00:03:31,260 --> 00:03:34,169 vision with Zoom, but I head up by our strategic 58 00:03:34,169 --> 00:03:39,080 alliances group and ecosystems, but I'm really excited about what 59 00:03:39,080 --> 00:03:42,710 we're working with our partner Zoom. Now a little bit 60 00:03:42,790 --> 00:03:46,850 about Genesys. We have been around a long time. We're really 61 00:03:46,850 --> 00:03:50,680 uniquely positioned in this industry because now, when it becomes 62 00:03:52,080 --> 00:03:55,030 uniquely valuable, is that we're really a company that believes 63 00:03:55,030 --> 00:03:58,980 in self disruption and we've led continuous change after continuous 64 00:03:58,980 --> 00:04:02,130 change. And today is actually going to be no different. 65 00:04:03,090 --> 00:04:07,550 We started before cloud even existed, but today we're a 66 00:04:07,570 --> 00:04:10,410 global cloud company and we're going to talk about what that 67 00:04:10,410 --> 00:04:15,190 means as well. We've pioneered omni- channel multi- channel customer 68 00:04:15,190 --> 00:04:19,910 engagement because customers keep changing and more importantly, they are 69 00:04:19,920 --> 00:04:23,850 changing how they want to engage. So today now we 70 00:04:23,850 --> 00:04:29,210 power our customer's experiences with AI fueled by data, across 71 00:04:29,210 --> 00:04:34,680 multiple sources, using an agile cloud culture. And Genesys is 72 00:04:34,680 --> 00:04:38,190 really creating the one of the most scalable cloud- based 73 00:04:38,190 --> 00:04:42,670 customer experience platforms in the industry. But at the end 74 00:04:42,670 --> 00:04:44,500 of the day, it's the moment of truth that really 75 00:04:44,500 --> 00:04:50,020 matters. And, it's when that customer connects and they need help 76 00:04:50,020 --> 00:04:54,350 and we help our customers with billions of different customer 77 00:04:54,350 --> 00:04:58,390 interactions every year and all about helping our customers connect 78 00:04:58,390 --> 00:05:01,510 with their customers at that moment of truth. And as 79 00:05:01,510 --> 00:05:07,110 a result of that, customers worldwide, large global brands trust 80 00:05:07,110 --> 00:05:10,640 us with helping them connect with their customers. So it's 81 00:05:10,640 --> 00:05:13,610 great to be here, Randy, thanks for the opportunity to 82 00:05:13,610 --> 00:05:18,390 talk about Genesys and what we're doing with Zoom. All right. Now we're going 83 00:05:18,390 --> 00:05:21,830 to pivot over and talk to Neil. Same question. Tell 84 00:05:21,830 --> 00:05:26,250 us about, in a bit about Zoom? Yeah. So thank 85 00:05:26,250 --> 00:05:28,900 you, Randy. It's great to be here. So my name 86 00:05:28,900 --> 00:05:31,779 is Neil Levonius and I'm a product marketing lead for 87 00:05:31,800 --> 00:05:37,550 Zoom phone, our cloud phone system. So, you probably know 88 00:05:37,550 --> 00:05:39,820 what Zoom is. I think a lot of people are 89 00:05:39,820 --> 00:05:42,760 using it now and really what our story is? What 90 00:05:42,760 --> 00:05:45,410 our vision is? Is that we are creating a platform 91 00:05:45,410 --> 00:05:49,730 that enables video communications to empower people, to accomplish anything 92 00:05:49,730 --> 00:05:54,279 they want to be and to be always connected. And 93 00:05:54,279 --> 00:05:56,750 so when you think about the way we communicate today, 94 00:05:56,779 --> 00:06:01,410 it's radically changed. We have over 300 million daily active 95 00:06:01,410 --> 00:06:06,130 meeting participants using the Zoom platform every day, and they're 96 00:06:06,130 --> 00:06:09,540 not just using it for video. We created this platform 97 00:06:09,720 --> 00:06:13,680 that does video. It does chat, it does phone calls, 98 00:06:13,880 --> 00:06:17,480 it supports conference rooms, large webinars like we're doing right 99 00:06:17,480 --> 00:06:21,029 now and all of these different things. And the reason 100 00:06:21,029 --> 00:06:25,620 why this has come about is because people need flexibility. 101 00:06:25,620 --> 00:06:28,750 They're working from everywhere. They're working on all of these 102 00:06:28,750 --> 00:06:32,550 different devices and they want a consistent user experience across 103 00:06:32,550 --> 00:06:35,270 everything. So when I think about my 14 year old 104 00:06:35,270 --> 00:06:37,470 daughter, she's going to be a sophomore in high school 105 00:06:37,470 --> 00:06:40,820 this year. And if I give her a phone call. 106 00:06:40,860 --> 00:06:43,040 If I call her on the phone like this, it 107 00:06:43,040 --> 00:06:45,029 freaks her out. She doesn't know what that is. She's 108 00:06:45,029 --> 00:06:46,339 not going to put a phone up to her ear 109 00:06:46,339 --> 00:06:49,410 because that's so strange. But if I send her a 110 00:06:49,410 --> 00:06:53,040 text message, she responds right away. Cause she's very happy 111 00:06:53,040 --> 00:06:55,270 using text. And then if she wants to get ahold 112 00:06:55,270 --> 00:06:57,060 of me in real time, what does she do? She 113 00:06:57,100 --> 00:07:01,500 FaceTimes me. She sends Zoom because people are shifting, the 114 00:07:01,500 --> 00:07:05,240 culture is shifting to being very comfortable with video. Now 115 00:07:05,240 --> 00:07:09,020 that doesn't discount any of the other modalities, then that's 116 00:07:09,020 --> 00:07:11,000 why you need a platform that can support all of 117 00:07:11,000 --> 00:07:13,470 them. Voice is still very important. It ends up being 118 00:07:13,470 --> 00:07:16,030 the lowest common denominator and how we communicate because it's 119 00:07:16,030 --> 00:07:19,220 a ubiquitous platform that can be found everywhere, but then 120 00:07:19,220 --> 00:07:22,690 people are very comfortable with chat, SMS and then video, 121 00:07:22,690 --> 00:07:25,170 when you want to have that more personal touch. So 122 00:07:25,420 --> 00:07:28,570 that's what the Zoom platform has really been designed for. 123 00:07:28,800 --> 00:07:31,610 And then partnering with companies like Genesys to bring our 124 00:07:31,610 --> 00:07:35,850 capabilities together, to provide this really best of breed solution 125 00:07:36,840 --> 00:07:45,570 is very exciting. And we believe for our customers. Randy 126 00:07:45,570 --> 00:07:53,290 you're muted. Oh, there we go. Okay. So Neil, you 127 00:07:53,290 --> 00:07:56,010 dropped that magic word vision, and that's what I want 128 00:07:56,010 --> 00:07:59,750 to talk about next, which is we've got to power 129 00:07:59,750 --> 00:08:04,140 us cloud companies here. What's the vision of this partnership? I want 130 00:08:04,390 --> 00:08:06,820 to start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And 131 00:08:07,320 --> 00:08:11,020 I think Neil said it. We're shifting to a video- 132 00:08:11,020 --> 00:08:15,100 first experience at a consumer level and a business level. 133 00:08:15,410 --> 00:08:19,810 And that video experience is a key ingredient to this 134 00:08:19,810 --> 00:08:23,540 vision because what we're really doing is we're bringing the 135 00:08:23,540 --> 00:08:27,010 best of breed companies together, Genesys being that best of 136 00:08:27,010 --> 00:08:31,990 breed customer experience, and with the best of breed video 137 00:08:31,990 --> 00:08:36,809 communication experience through Zoom. But by bringing these best of 138 00:08:36,809 --> 00:08:39,309 breed companies together, what we're doing is we're really building 139 00:08:39,309 --> 00:08:43,500 a future together. And that is to allow seamless communications 140 00:08:43,500 --> 00:08:47,080 between the front office and back office. And that's bringing 141 00:08:47,080 --> 00:08:51,730 all employees together, not just the contact center, but everyone 142 00:08:51,940 --> 00:08:56,460 to be able to communicate and collaborate effortlessly. And using 143 00:08:56,460 --> 00:09:00,150 video is key because it really elevates the conversation, it 144 00:09:00,150 --> 00:09:05,960 creates relationships, it creates that empathy as well. So video 145 00:09:05,960 --> 00:09:09,920 is a key ingredient. And Zoom with the video- first 146 00:09:10,300 --> 00:09:15,950 video communications experience is a really valuable part of this 147 00:09:15,950 --> 00:09:19,840 vision that Genesys wants to create with Zoom. So our 148 00:09:19,840 --> 00:09:22,970 vision look, it's not just about phone calls, but it's 149 00:09:22,970 --> 00:09:26,870 really about that active collaboration across that organization, and it's 150 00:09:26,870 --> 00:09:31,670 about empowering the entire organization to have the right conversation 151 00:09:31,670 --> 00:09:36,679 with their customers. It's about knowing the customer, making it 152 00:09:36,679 --> 00:09:41,740 personal and relevant, and making that connection, making that memorable 153 00:09:41,740 --> 00:09:45,630 experience. Because if you can make it memorable with the 154 00:09:45,630 --> 00:09:49,010 right context and the right relevance, and that's across the 155 00:09:49,010 --> 00:09:53,030 whole entire customer journey, then that's going to be something 156 00:09:53,030 --> 00:09:56,400 that customers will remember, but also want to come back 157 00:09:56,740 --> 00:10:02,770 and advocate for you in the daily life. So that's 158 00:10:02,770 --> 00:10:09,530 the vision. Fantastic. Okay. Neil, get to you to, you're 159 00:10:09,730 --> 00:10:14,360 still muted, to respond and talk about your side of 160 00:10:14,360 --> 00:10:18,400 the vision stuff. Yeah, so our vision of making sure 161 00:10:18,400 --> 00:10:22,520 that people are always connected. And I think what Jeff 162 00:10:22,520 --> 00:10:27,870 said is really important about the empathy. Without video, without 163 00:10:27,870 --> 00:10:32,580 chatting, without phone and being able to provide the medium 164 00:10:32,580 --> 00:10:37,280 that people want to communicate through adds friction. And when 165 00:10:37,280 --> 00:10:39,110 you have friction, then people don't want to use it 166 00:10:39,150 --> 00:10:41,380 and they don't adopt it, and then you've wasted a 167 00:10:41,380 --> 00:10:44,880 bunch of money. So what we do to make sure 168 00:10:44,880 --> 00:10:47,860 that that's not an issue is besides just implementing a 169 00:10:47,860 --> 00:10:49,920 feature to get a checkbox and say, " We have a 170 00:10:49,920 --> 00:10:55,340 feature," is that we design the platform to remove all 171 00:10:55,340 --> 00:10:57,520 friction, to make it very easy to use. So have a 172 00:10:57,520 --> 00:11:00,870 world- class user experience, because we understand, and even though 173 00:11:00,870 --> 00:11:03,080 this sounds like a cliche now probably to a lot 174 00:11:03,080 --> 00:11:06,970 of people, that this whole consumerization of IT is real. 175 00:11:07,160 --> 00:11:09,710 We communicate in our daily lives through all of our 176 00:11:09,710 --> 00:11:12,760 favorite applications, whether it's a social media app like TikTok 177 00:11:13,040 --> 00:11:18,110 or chat, I'm sorry, or Snapchat, or Facebook, or whatever 178 00:11:18,110 --> 00:11:22,610 it is, that those experiences, that user experience is now 179 00:11:22,610 --> 00:11:27,500 expected on in the business app, IT app. So that's 180 00:11:27,809 --> 00:11:30,809 the kind of the aesthetic that we take, the approach 181 00:11:30,809 --> 00:11:33,440 we take when we design our features. And what we've 182 00:11:33,440 --> 00:11:36,280 seen is when you do that, then that increases adoption, 183 00:11:36,280 --> 00:11:39,970 increases stickiness, and then it really helps you be successful. 184 00:11:39,970 --> 00:11:42,870 And when you have a product like that, the IT's 185 00:11:42,870 --> 00:11:48,160 job becomes much simpler because the customer base, the user 186 00:11:48,160 --> 00:11:51,460 base wants to use it, training is much easier. And 187 00:11:51,460 --> 00:11:53,390 then it's easy to prove to your CIO, to your 188 00:11:53,390 --> 00:11:56,070 decision maker, et cetera, that the investment was worth it. 189 00:11:56,610 --> 00:11:59,160 So, our vision to bring all of these different modalities 190 00:11:59,160 --> 00:12:01,770 together, build it on a platform that's open so we 191 00:12:01,770 --> 00:12:05,340 can integrate and create a best of breed solution is really 192 00:12:05,340 --> 00:12:10,360 core to what we're doing at Zoom today. I love that. I love the 193 00:12:10,360 --> 00:12:12,820 comment about friction in there too. And the only way 194 00:12:12,820 --> 00:12:16,300 to really build these huge, scalable systems that people really 195 00:12:16,300 --> 00:12:18,920 want is you have to make it so much easier 196 00:12:18,920 --> 00:12:21,770 to do the right thing always. And that's hard. It 197 00:12:21,770 --> 00:12:26,140 takes a lot of extra work. Okay, so we're going to move forward 198 00:12:26,380 --> 00:12:29,920 and talk a little bit about Zoom Phone, because we've all heard 199 00:12:29,920 --> 00:12:32,690 of Zoom, but Zoom Phone is a term that maybe 200 00:12:32,690 --> 00:12:36,280 some people don't know yet. Yes, so Zoom Phone is 201 00:12:36,470 --> 00:12:39,360 a cloud phone system called PBX. It is designed to 202 00:12:39,360 --> 00:12:42,330 be a replacement to the old legacy boat anchors that 203 00:12:42,330 --> 00:12:45,420 you might have in a closet right now. Whatever that's 204 00:12:45,420 --> 00:12:49,040 your Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon 205 00:12:49,040 --> 00:12:52,760 tels. It is a PBX at the end of the 206 00:12:52,760 --> 00:12:55,340 day. And it's built on the Zoom platform. So this 207 00:12:55,340 --> 00:12:59,240 isn't a separate product that was designed in a silo 208 00:12:59,809 --> 00:13:03,070 on a different platform. This was designed and implemented on 209 00:13:03,070 --> 00:13:05,890 the Zoom Meeting platform. So as a modern phone system 210 00:13:05,890 --> 00:13:08,410 or as our cloud phone system, it has all of 211 00:13:08,410 --> 00:13:12,210 the traditional PBX features that you'd come to expect, transferred 212 00:13:12,340 --> 00:13:17,530 conference hold, auto attendance, basic call routing, the ability to 213 00:13:17,530 --> 00:13:20,380 port your existing phone numbers onto our platform if you'd 214 00:13:20,380 --> 00:13:23,980 like to use our native PSTN service, or we allow 215 00:13:23,980 --> 00:13:25,720 you to bring your own carrier to our platform as 216 00:13:25,720 --> 00:13:27,840 well if you want to keep your existing service providers. 217 00:13:28,070 --> 00:13:31,940 We support hybrid integration to your existing on- premise PBXs. 218 00:13:32,140 --> 00:13:34,590 So we don't go into a customer saying, " No, rip 219 00:13:34,590 --> 00:13:38,010 out that old Cisco call manager system and put Zoom 220 00:13:38,010 --> 00:13:40,780 everywhere." No, we understand can be a phased approach. You 221 00:13:40,780 --> 00:13:44,670 just don't cut overnight. So it is a phone system. 222 00:13:45,330 --> 00:13:47,559 Because it's built on the same platform, it's really easy 223 00:13:47,559 --> 00:13:50,370 to manage. If you've managed a Zoom account, a Zoom 224 00:13:50,370 --> 00:13:53,610 Meeting account, it's just another tab in our web portal. 225 00:13:54,420 --> 00:13:56,480 So when you go to provision a user, you provision 226 00:13:56,620 --> 00:13:59,929 their meeting, attributes, you provision their phone attributes. It's done 227 00:13:59,929 --> 00:14:02,390 in the same place. It's integrated into our reporting and 228 00:14:02,480 --> 00:14:05,890 dashboarding, et cetera. And the features are delivered to the 229 00:14:05,890 --> 00:14:09,580 same Zoom app that you already know. So when we're 230 00:14:09,580 --> 00:14:12,090 designing features, we want to make sure that all of 231 00:14:12,090 --> 00:14:17,440 the features that are implemented are not just desktop features, 232 00:14:17,580 --> 00:14:21,030 desk phone features, or mobile features. We have a very 233 00:14:21,030 --> 00:14:23,530 mobile first approach. We want to make sure that everything 234 00:14:23,530 --> 00:14:28,210 works on the mobile app with the same quality, same 235 00:14:28,210 --> 00:14:31,570 user experience that you can experience on the desktop. So 236 00:14:31,570 --> 00:14:34,050 we don't have any... We have feature parity across all 237 00:14:34,050 --> 00:14:37,010 of our end points. And it has to be delivered 238 00:14:37,010 --> 00:14:40,300 with high security and reliability. So making sure that we're 239 00:14:40,300 --> 00:14:45,380 implementing HD voice using adaptive rate codec like Opus, we 240 00:14:45,380 --> 00:14:47,700 have a lot of secret sauce on top that does 241 00:14:47,700 --> 00:14:51,970 audio processing to eliminate background noise, et cetera. So that's 242 00:14:51,970 --> 00:14:54,500 why Zoom calls generally sound better than a lot of 243 00:14:54,500 --> 00:14:58,880 our competitors. And we have a global footprint, which I 244 00:14:58,880 --> 00:15:03,820 believe we'll talk about a little bit later. Okay, great. 245 00:15:04,110 --> 00:15:09,770 Yeah, it's a difficult bridge creating this between the desk 246 00:15:09,770 --> 00:15:13,900 phones and everything else in the world. And I've seen it, experienced it. 247 00:15:14,920 --> 00:15:17,520 You guys have done amazing job. Yeah, and if I may 248 00:15:17,520 --> 00:15:20,670 add, when we first started Zoom, when Zoom was founded, 249 00:15:20,670 --> 00:15:23,960 when Eric started the company, it wasn't that we wanted 250 00:15:23,960 --> 00:15:25,950 to just be video only or we wanted to be 251 00:15:25,950 --> 00:15:28,370 a phone system. We were actually pulled into this by 252 00:15:28,370 --> 00:15:31,880 the market because the people were enjoying using Meeting so 253 00:15:31,880 --> 00:15:33,820 much. We're like, " Can we just get rid of the 254 00:15:33,820 --> 00:15:36,150 PBX and put everything on a meeting platform?" You already 255 00:15:36,150 --> 00:15:39,040 have all of the components. So that's what we did. 256 00:15:39,180 --> 00:15:41,420 And one of the side benefits, what I forgot to 257 00:15:41,420 --> 00:15:45,500 mention is, when I talked about all the modalities earlier 258 00:15:45,500 --> 00:15:49,670 of chat and voice and video, that we don't look 259 00:15:49,670 --> 00:15:54,010 at them as individual features, we want them to all 260 00:15:54,010 --> 00:15:56,990 blend together. So if I start with a chat interaction, 261 00:15:56,990 --> 00:16:00,270 I can escalate that chat into a phone call. And 262 00:16:00,270 --> 00:16:03,110 I can elevate that phone call into a meeting, without 263 00:16:03,110 --> 00:16:05,760 having people hang up. So if I'm working with a 264 00:16:05,760 --> 00:16:08,280 customer for example, and I'm on the phone, and I 265 00:16:08,280 --> 00:16:10,560 need to elevate that into a desktop share or I 266 00:16:10,560 --> 00:16:14,230 want to go to video, traditionally you say, " All right, 267 00:16:14,730 --> 00:16:17,790 let me send you an invite for this meeting bridge, 268 00:16:17,790 --> 00:16:19,680 and let's hang up and I'll meet you there." Right? And 269 00:16:19,960 --> 00:16:22,610 that usually adds five or 10 minutes to the conversation, 270 00:16:22,610 --> 00:16:26,510 it adds friction. With Zoom, if you're on that phone 271 00:16:26,510 --> 00:16:28,840 call, you can elevate right into a Zoom meeting and 272 00:16:28,840 --> 00:16:31,500 everybody's brought into it automatically, so you don't have to 273 00:16:31,500 --> 00:16:33,650 hang up and dial back in. And then if they 274 00:16:33,650 --> 00:16:36,680 want to use the app, then you can send an 275 00:16:36,680 --> 00:16:39,130 invite for them to open up the app, keep the 276 00:16:39,130 --> 00:16:42,720 voice stream wherever it started, and then have the app 277 00:16:42,720 --> 00:16:45,680 for all the desktop sharing. Anyway, sorry Randy, I just 278 00:16:45,680 --> 00:16:48,420 wanted to expand on that for a second. Oh no, I 279 00:16:48,420 --> 00:16:51,570 enjoyed it. Yeah, I think this is also indicative of 280 00:16:51,570 --> 00:16:55,370 why this is actually such a really good match between 281 00:16:55,370 --> 00:16:57,780 two different cloud companies, is because the way you guys 282 00:16:57,780 --> 00:17:01,390 are approaching the usability and the scaling, and being able 283 00:17:01,390 --> 00:17:04,750 to flip things from one mode to another seamlessly, is 284 00:17:04,750 --> 00:17:08,300 exactly what we're trying to do at Genesys. So, thank 285 00:17:08,300 --> 00:17:13,320 you. Okay, let's go to the next slide which is 286 00:17:13,320 --> 00:17:16,850 about... Okay. We're going to take all these pieces of 287 00:17:17,460 --> 00:17:19,810 Zoom and the functionality that they're adding, and we've got 288 00:17:19,810 --> 00:17:23,980 all this functionality that we've built on Genesys Cloud bringing 289 00:17:23,980 --> 00:17:28,910 this together, how does this help our customers do great 290 00:17:29,000 --> 00:17:35,340 customer experiences? Thanks Randy. It is at the end of 291 00:17:35,340 --> 00:17:39,300 the day about providing a great support and service to 292 00:17:39,300 --> 00:17:43,440 customers. But sometimes we think about the contact center, the 293 00:17:43,440 --> 00:17:48,330 front office, as being that first line of defense. But 294 00:17:49,250 --> 00:17:52,100 it takes a whole company to support and service customers. 295 00:17:52,640 --> 00:17:55,410 It's a real team effort across the company that provides 296 00:17:55,500 --> 00:17:59,130 a great customer experience at the end of the day, because the contact center 297 00:17:59,130 --> 00:18:05,440 is there to assist and help customers, but they're only 298 00:18:05,440 --> 00:18:08,200 as good as the rest of the organization. So what 299 00:18:08,200 --> 00:18:12,540 we see is when you empower your employees across the 300 00:18:12,540 --> 00:18:18,910 whole organization, they can then focus on the customer. So 301 00:18:18,910 --> 00:18:21,740 if we're giving the right amount of flexibility, the right 302 00:18:21,740 --> 00:18:25,410 amount of power and tools to allow that collaboration between 303 00:18:25,410 --> 00:18:28,830 the front office and the back office, that's just going to 304 00:18:28,830 --> 00:18:33,170 be a good outcome. So lower friction, lower frustration across 305 00:18:33,170 --> 00:18:36,810 that enterprise, at the end of the day it's about 306 00:18:36,810 --> 00:18:38,840 helping customers then and there and helping them in real 307 00:18:38,840 --> 00:18:42,990 time. So connect the front office with the back office, 308 00:18:43,280 --> 00:18:48,460 create some great collaboration, and with the focus in helping 309 00:18:48,460 --> 00:18:53,420 customers then and there. So the key ingredient's is it's a great CX 310 00:18:53,470 --> 00:18:58,609 through great collaboration. Okay. Neil, do you have any comments on 311 00:18:58,609 --> 00:19:01,440 that? On customer experience and how Zoom's going to affect that? 312 00:19:04,390 --> 00:19:09,609 You're on mute. You would think working for Zoom, I'd 313 00:19:09,609 --> 00:19:14,859 be so much better at that. Yeah. So at the 314 00:19:14,859 --> 00:19:17,670 end of the day it really is, it's eliminating all 315 00:19:17,670 --> 00:19:21,600 of the friction in the communication process. So when you 316 00:19:21,600 --> 00:19:24,690 eliminate the friction, then people are going to be more 317 00:19:24,690 --> 00:19:28,940 willing to engage, be more open in that engagement, and 318 00:19:29,160 --> 00:19:32,220 have a better satisfaction of that tool and the interaction 319 00:19:33,010 --> 00:19:37,050 between the customer and whoever's servicing the customer. All right. 320 00:19:38,570 --> 00:19:42,140 All right. So we're going to double down on this 321 00:19:42,640 --> 00:19:45,990 customer experience and collaboration topic. Let's explore that in a 322 00:19:45,990 --> 00:19:51,430 little bit more depth. Jeff, talk from this slide. We've 323 00:19:51,430 --> 00:19:54,300 got a lot more topics to delve into here. Sure. 324 00:19:54,560 --> 00:19:58,470 So let's bring that CX to life and that collaboration 325 00:19:58,470 --> 00:20:01,400 across the organization. How are we going to do that 326 00:20:01,890 --> 00:20:04,630 with what we're talking about today between Zoom and Genesys? 327 00:20:06,600 --> 00:20:12,109 It's really providing a simplified, unified, and more, I guess, 328 00:20:12,109 --> 00:20:16,210 integrated experience where you can focus on the outcome that 329 00:20:16,210 --> 00:20:19,790 you're trying to create, rather than what tools I have 330 00:20:19,790 --> 00:20:22,470 to use and what I have to tab through, or 331 00:20:22,470 --> 00:20:25,630 which applications I've got to go find to achieve as 332 00:20:25,630 --> 00:20:28,050 an outcome. And the way we're doing this with the 333 00:20:28,050 --> 00:20:31,780 integration that we've done between Zoom and Genesys, is a 334 00:20:31,780 --> 00:20:36,500 unified directory. And what this means is, as a Genesys 335 00:20:36,500 --> 00:20:40,950 Cloud user in the front office, they will now be 336 00:20:40,950 --> 00:20:43,280 able to see the whole enterprise, whoever it might be 337 00:20:43,280 --> 00:20:47,190 in the contact center, but also now across everyone that's 338 00:20:47,190 --> 00:20:51,180 using Zoom phone across the organization. So that means complete 339 00:20:51,180 --> 00:20:55,160 visibility of everyone in the enterprise. And then on top 340 00:20:55,160 --> 00:20:58,460 of that, we add presence. So knowing who in the 341 00:20:58,460 --> 00:21:01,480 enterprise is available to help then and there. When I've got 342 00:21:01,560 --> 00:21:04,500 the customer on the line, I need assistance. I want 343 00:21:04,500 --> 00:21:06,790 to be able to talk to a subject matter expert, or at 344 00:21:06,790 --> 00:21:10,460 least somehow try and get to the right person with 345 00:21:10,460 --> 00:21:13,840 the right information to assist me to assist the customer, 346 00:21:14,100 --> 00:21:18,310 or even bring that subject matter expert into the conversation 347 00:21:18,310 --> 00:21:21,990 with the customer. So through being able to see and 348 00:21:21,990 --> 00:21:27,530 search across the enterprise from all the Zoom phone users 349 00:21:27,530 --> 00:21:30,290 as well as Genesys Cloud users, by knowing when and 350 00:21:30,290 --> 00:21:33,840 where that they're available to help me then at that 351 00:21:33,840 --> 00:21:36,869 point in time. At the same time, when we're doing 352 00:21:36,869 --> 00:21:41,869 all those interactions and call transfers, it's on net. So 353 00:21:41,869 --> 00:21:47,369 that means we've integrated Zoom phone with Genesys Cloud, with 354 00:21:47,420 --> 00:21:51,670 secure connections, which provides complete on net callings. That means 355 00:21:51,670 --> 00:21:54,450 you don't have to go off onto the PSTN and 356 00:21:54,450 --> 00:21:58,310 also incur extra charges, because you're one enterprise. You should 357 00:21:58,359 --> 00:22:01,980 be able to have one logical network with one logical 358 00:22:02,100 --> 00:22:06,160 ability to be able to transfer calls across systems seamlessly. 359 00:22:06,619 --> 00:22:11,740 Again, removing that friction, as we've started talking about. On 360 00:22:11,740 --> 00:22:14,609 top of that, in today's world, you need to be able 361 00:22:14,609 --> 00:22:19,480 to do it from anywhere globally, and this is more 362 00:22:19,480 --> 00:22:23,930 important than ever. And in this global world today, being 363 00:22:23,930 --> 00:22:28,470 able to work from anywhere, collaborate from anywhere in a 364 00:22:28,470 --> 00:22:34,790 seamless experience, is key. And Genesys and Zoom are global 365 00:22:34,790 --> 00:22:38,160 solutions, which we'll talk about in a moment. But we've 366 00:22:38,160 --> 00:22:41,930 gone back to... The big shift that we've seen is that 367 00:22:41,930 --> 00:22:47,000 video first experience as well. And leveraging and taking advantage 368 00:22:47,000 --> 00:22:52,619 of Zoom's incredible video first communications platform, we're also able 369 00:22:52,619 --> 00:22:58,340 to bring Zoom's video screen sharing and recording as well. 370 00:22:58,760 --> 00:23:02,270 So you'll be able to then, again, bring that collaboration 371 00:23:02,450 --> 00:23:07,010 using Zoom's features around screen sharing and recording. And it 372 00:23:07,010 --> 00:23:10,010 goes without saying that this all runs within a secure 373 00:23:10,010 --> 00:23:14,109 environment. So that's a little bit of a, I guess, 374 00:23:14,109 --> 00:23:17,260 insight, Randy there, but when you bring these pieces together, 375 00:23:17,720 --> 00:23:23,200 it's again, taking that friction out and letting our people, 376 00:23:23,200 --> 00:23:27,560 our employees in that organization, collaborate, but more importantly, focus 377 00:23:27,560 --> 00:23:30,980 on the problem at hand or the service that needs 378 00:23:30,980 --> 00:23:33,619 to be addressed, rather than the tools or the technology. 379 00:23:35,800 --> 00:23:40,630 Okay. So how is the availability looking like on this? 380 00:23:41,450 --> 00:23:45,270 Yeah. So actually, not a lot of people know this, 381 00:23:45,270 --> 00:23:49,460 I'm going to let everyone know. But Genesys Cloud and 382 00:23:49,460 --> 00:23:53,250 Zoom Phone has actually... We've had integration with our on 383 00:23:53,250 --> 00:23:56,100 net calling especially, for actually a number of months now 384 00:23:56,100 --> 00:24:00,900 since last year. We've built that telephony sip connection. We've 385 00:24:00,900 --> 00:24:02,760 actually got a few customers using it today, which we'll 386 00:24:02,760 --> 00:24:07,080 talk about in a little while. But really true Collective 387 00:24:07,920 --> 00:24:12,100 cloud APIs, this is kind of the next natural step and 388 00:24:12,430 --> 00:24:15,820 the new release that we're talking about today with these 389 00:24:15,820 --> 00:24:19,730 capabilities like unified directory, and presence, and the likes will 390 00:24:19,730 --> 00:24:23,359 be available next month in July. So we're super excited 391 00:24:23,359 --> 00:24:26,990 to see how we can bring our customers together to 392 00:24:26,990 --> 00:24:31,560 collaborate better and to provide great customer experience. Great. Thank 393 00:24:31,560 --> 00:24:36,560 you. All right. So we've mentioned Global multiple times. Maybe 394 00:24:36,609 --> 00:24:39,740 we should have started with this, but it was actually 395 00:24:39,740 --> 00:24:44,619 a huge challenge for our Genesys Cloud customers that are 396 00:24:45,340 --> 00:24:48,700 global, is that there's so many different ways of doing 397 00:24:48,700 --> 00:24:53,420 phone termination in so many different countries. We have a 398 00:24:53,420 --> 00:24:59,680 rock solid network of AWS regions that were operating on 399 00:25:00,119 --> 00:25:03,540 Genesys cloud in. And whenever you're on net, everything is 400 00:25:05,020 --> 00:25:08,780 just straight data. So this is what it looks like. 401 00:25:08,840 --> 00:25:11,140 Jeff, can you go into a little bit more detail about that 402 00:25:11,140 --> 00:25:14,800 platform? Yeah sure, thanks Randy. Look, Genesys cloud is a 403 00:25:14,800 --> 00:25:19,230 Global cloud platform, just like Zoom and Zoom Phone, our 404 00:25:19,230 --> 00:25:24,730 Global platform, our Global Pops which I'll go through in 405 00:25:24,730 --> 00:25:29,330 a moment, all operate and inter operate with Zoom and 406 00:25:29,330 --> 00:25:32,980 Zoom Phone's Global Pops. Actually, this is actually going to 407 00:25:32,980 --> 00:25:36,970 be all configurable by the customer or at the time 408 00:25:36,970 --> 00:25:39,950 it's set up where you can actually choose which Genesys 409 00:25:40,390 --> 00:25:42,359 cloud region you want to operate. But at the same 410 00:25:42,359 --> 00:25:45,990 time, you can also choose which Zoom Phone region you'll 411 00:25:45,990 --> 00:25:47,560 be able to operate with as well. So you'll have 412 00:25:47,560 --> 00:25:51,850 full control over which regions due to local regulatory requirements 413 00:25:52,190 --> 00:25:56,369 at the time of the implementation. But at a global 414 00:25:56,369 --> 00:25:59,180 region, we have nine regions. We have two in the 415 00:25:59,180 --> 00:26:03,810 US, US East and US West. We've got Canada, Ireland, 416 00:26:04,410 --> 00:26:10,030 the UK and Frankfurt in Germany and originally South Korea. 417 00:26:10,190 --> 00:26:13,119 And we've also got Japan and Australia. But on top 418 00:26:13,119 --> 00:26:15,500 of that, it's not just about that footprint. It's also 419 00:26:15,500 --> 00:26:19,450 about language support. We support 18 languages through our user 420 00:26:19,450 --> 00:26:21,920 interface, and we even have a whole lot more than 421 00:26:21,920 --> 00:26:24,560 those 18 languages for our I- V- R and voice 422 00:26:24,560 --> 00:26:29,070 services as well, because it's really, we, we now live 423 00:26:29,070 --> 00:26:34,140 in a global community and more, I guess more importantly, 424 00:26:34,140 --> 00:26:37,730 we live in a growing virtual, global community as well. 425 00:26:38,970 --> 00:26:42,820 It's important to know that you can operate virtually anywhere and 426 00:26:42,869 --> 00:26:47,430 globally. And, we support thousands of customers today, actually I've 427 00:26:47,530 --> 00:26:51,619 across 60 countries, Pang Southern the, the largest contact centers. 428 00:26:52,140 --> 00:26:54,540 we even have some contact centers that were powering over 429 00:26:54,540 --> 00:26:58,650 25,000 agents in that context center. So, this is scale 430 00:26:59,030 --> 00:27:01,970 on a, on a global level, but really excited that 431 00:27:02,000 --> 00:27:05,630 we're bringing this global platform global network. That's powering all 432 00:27:05,630 --> 00:27:08,830 these interactions for our customers. And now we're going to 433 00:27:08,830 --> 00:27:11,730 extend that with this great VR first experience powered by 434 00:27:11,730 --> 00:27:15,750 Zoom. So Neil, maybe you can tell us about, the zoom 435 00:27:15,750 --> 00:27:21,960 phone, global story. All right. Yeah. That Zoom Global picture. 436 00:27:22,480 --> 00:27:28,410 Yeah. We have a pretty extensive global footprint. We currently 437 00:27:28,410 --> 00:27:32,510 have data centers in 18 countries around the world. These 438 00:27:32,510 --> 00:27:35,670 are all active, active, fully redundant data centers. So one 439 00:27:35,670 --> 00:27:39,150 outage in a specific region, doesn't take down our customer 440 00:27:39,150 --> 00:27:42,270 base by any stretch of the meetings. And these are 441 00:27:42,270 --> 00:27:46,640 man by zoom employees. So these are, we, we have 442 00:27:46,640 --> 00:27:49,390 a mix of running our own data centers, which is 443 00:27:49,390 --> 00:27:51,780 what I'm showing here. Then we also take advantage of 444 00:27:51,780 --> 00:27:55,640 a lot of public cloud services from AWS, Google, Microsoft, 445 00:27:55,640 --> 00:27:57,830 Azure, etc. So we want to make sure that we 446 00:27:57,830 --> 00:28:00,380 have a fully redundant and that we're using the best 447 00:28:00,380 --> 00:28:03,859 technology available to provide the highest quality of service for 448 00:28:03,859 --> 00:28:07,119 our customers. From a zoom phone perspective, when it comes 449 00:28:07,119 --> 00:28:12,300 to PSTN access today, we have native PSTN support in 450 00:28:12,330 --> 00:28:15,780 18 different countries. You can visit our website for our list 451 00:28:15,780 --> 00:28:18,490 of all of those countries. We have an additional 25 452 00:28:18,490 --> 00:28:20,810 countries where we can provide PST and access and phone 453 00:28:20,810 --> 00:28:23,800 numbers currently in beta. And we expect those to come 454 00:28:23,800 --> 00:28:26,200 out of beta the summer, which will give us about 455 00:28:26,210 --> 00:28:30,740 47 countries where we can provide a full, complete PSTN 456 00:28:31,060 --> 00:28:37,090 PBX replacement. We are also offering, BYOC bring your own 457 00:28:37,090 --> 00:28:40,310 carrier. So if you have a requirement outside of the 458 00:28:40,330 --> 00:28:44,840 47 countries that we're in today, then you can bring 459 00:28:44,840 --> 00:28:47,860 the sip trunk from that, from that local service provider, 460 00:28:47,860 --> 00:28:50,550 right into the zoom cloud, and then light up the 461 00:28:50,550 --> 00:28:53,410 surface that way. So we're, we're very, very flexible. And 462 00:28:53,420 --> 00:28:57,370 of course our goal is to provide complete global coverage 463 00:28:58,200 --> 00:29:01,180 everywhere. And so we're, we're marching really fast to make 464 00:29:01,180 --> 00:29:08,330 sure that that happens. Okay. All right. So I know 465 00:29:08,330 --> 00:29:11,440 that Neil, you wanted to take a moment to just 466 00:29:11,440 --> 00:29:15,510 talk about security. Yeah. Security as a topic that comes 467 00:29:15,510 --> 00:29:19,550 up every day at Zoom, it is incredibly important to 468 00:29:19,550 --> 00:29:23,440 us with so many people relying on us and, and 469 00:29:23,440 --> 00:29:27,120 business to continue working as well as in their personal 470 00:29:27,120 --> 00:29:29,700 lives, taking that yoga class, like in that music lesson, 471 00:29:30,040 --> 00:29:32,390 having those happy hours that we want to make sure 472 00:29:32,390 --> 00:29:37,580 that your information is completely protected. So we recently migrated 473 00:29:37,580 --> 00:29:42,270 in Twitter, 56 bit AGC or a yeah. GCM encryption, 474 00:29:43,290 --> 00:29:47,450 apologize for butchering the acronym. And we also make sure 475 00:29:47,450 --> 00:29:49,640 every zoom phone call is encrypted as well. So we 476 00:29:49,640 --> 00:29:57,130 use SFTP encryption, we used 256 BAS authentic TLS authentication. 477 00:29:57,130 --> 00:30:00,210 So everything is secured and don't just take our word 478 00:30:00,210 --> 00:30:02,600 for it. We also have certifications by some of the 479 00:30:02,600 --> 00:30:07,550 top security and privacy groups in the world. So we 480 00:30:07,550 --> 00:30:11,360 are GDPR. We it's all been verified through Trust Arc. 481 00:30:11,860 --> 00:30:16,320 We have in the United States, we are FedRAMP moderate 482 00:30:16,320 --> 00:30:19,040 for the entire platform. So for zoom meetings and now 483 00:30:19,040 --> 00:30:24,060 zoom phone, which means that the, the department where the 484 00:30:24,060 --> 00:30:29,990 federal agencies like DISA etc, can use us in there. 485 00:30:29,990 --> 00:30:33,680 So if we've been vetted and, and, and authorized by 486 00:30:33,680 --> 00:30:36,700 the federal government, you can be assured that the platform 487 00:30:36,710 --> 00:30:40,040 is secure. We also, in the newest version of our 488 00:30:40,040 --> 00:30:44,360 application in zoom 5.0, we allow you to opt in 489 00:30:44,360 --> 00:30:47,930 and opt out of specific geo. So that, we do 490 00:30:47,930 --> 00:30:51,120 automatic geo based routing of all of our calls and 491 00:30:51,120 --> 00:30:54,810 all of our meetings. And if you are in a 492 00:30:54,810 --> 00:30:57,970 meeting and you want to make sure that those calls 493 00:30:57,970 --> 00:31:00,190 don't, for some reason, get routed outside of the country, 494 00:31:00,190 --> 00:31:03,920 that you're currently in, you can actually choose, the user 495 00:31:03,920 --> 00:31:06,820 can choose. The admin can choose which data centers are 496 00:31:06,820 --> 00:31:09,450 routed through which geos they route through, or they want 497 00:31:09,450 --> 00:31:12,390 to opt out of. So not only are we providing 498 00:31:12,390 --> 00:31:15,880 all these great security on top, that we are allowing 499 00:31:15,880 --> 00:31:18,310 users to choose which data centers they route through, which 500 00:31:18,310 --> 00:31:21,990 is something none of our competitors do. So we're really 501 00:31:21,990 --> 00:31:24,220 taking it to the next level. It's, it's very important. 502 00:31:24,500 --> 00:31:27,560 And I don't even know what to say is just, 503 00:31:28,250 --> 00:31:30,030 I think it speaks for itself, but if there are 504 00:31:30,030 --> 00:31:32,970 questions, of course, reach out to us. We have a 505 00:31:32,970 --> 00:31:34,920 whole bunch of landing pages on the zoom website that 506 00:31:34,920 --> 00:31:37,750 goes into more depth on this, and you would ever 507 00:31:37,750 --> 00:31:43,250 want to go into, Yeah, we have a full set, 508 00:31:43,300 --> 00:31:45,720 a full set of acronyms on our site too. So 509 00:31:46,050 --> 00:31:50,210 yeah, Yeah. We love our acronyms. It's an ongoing effort. Security. It never stops 510 00:31:50,430 --> 00:31:53,210 it's you have to always be working on that. Okay. 511 00:31:53,210 --> 00:31:58,570 Let's look at, we mentioned that we have some, we 512 00:31:58,570 --> 00:32:01,620 want to talk a little bit about this. Yeah. No, 513 00:32:01,620 --> 00:32:09,160 thanks Randy. We've had some customers already using that integration 514 00:32:09,160 --> 00:32:11,860 that I mentioned, that we've had available now for a 515 00:32:11,860 --> 00:32:15,520 few months. I'd like to maybe just walk through some 516 00:32:15,520 --> 00:32:20,510 of those. Our telephone integration has been in place between 517 00:32:20,510 --> 00:32:24,210 Genesys Cloud and Zoom Phone. Actually, if you go to Zoom 518 00:32:24,210 --> 00:32:28,080 Phone today, you can actually click and see Genesys Cloud 519 00:32:29,130 --> 00:32:34,570 and connect to that as a telephone integration. That's available 520 00:32:34,570 --> 00:32:39,730 today and Sentinel benefits and the financial group. They've actually 521 00:32:39,730 --> 00:32:42,530 been using it for a number of months and they've seen the 522 00:32:42,530 --> 00:32:46,640 real benefits of really connecting that front office with the 523 00:32:46,640 --> 00:32:49,850 back office. Really connecting the contact center with the rest 524 00:32:49,850 --> 00:32:53,610 of their organization. Remember, it's all about the whole company 525 00:32:53,760 --> 00:32:57,690 that needs to help customers. They've really seen those benefits 526 00:32:57,710 --> 00:33:00,920 of being able to have that on their calling, the 527 00:33:00,920 --> 00:33:03,010 ability to be able to transfer calls back and forth 528 00:33:04,620 --> 00:33:09,080 securely, quickly, and easily between Genesys Cloud and Zoom Phone. 529 00:33:10,570 --> 00:33:12,240 They can see that they're going to be able to 530 00:33:12,240 --> 00:33:16,570 resolve things faster, quicker, and just provide a better customer 531 00:33:17,000 --> 00:33:22,850 experience. We've also got Company Nurse. They've been an existing 532 00:33:23,150 --> 00:33:27,010 Genesys Cloud customer for some time and also a Zoom 533 00:33:27,010 --> 00:33:32,390 customer. Now, they've called out and identified what they see 534 00:33:32,390 --> 00:33:36,710 is the advantages where if they can bring that video 535 00:33:36,710 --> 00:33:40,330 first experience through video meetings and add that to the 536 00:33:40,330 --> 00:33:45,570 communications, they'll be able to collaborate better together and really 537 00:33:45,570 --> 00:33:50,010 help their employees help them with their customers at that 538 00:33:50,010 --> 00:33:55,580 time of need. Because really, they're doing triage at that 539 00:33:55,580 --> 00:33:58,510 moment of truth that we talked about before, where people 540 00:33:58,510 --> 00:34:00,960 really need to help them. By adding video, that video 541 00:34:00,960 --> 00:34:03,490 experience is going to make it a whole lot better 542 00:34:03,490 --> 00:34:06,070 for what they do, which is pretty important for a 543 00:34:06,070 --> 00:34:10,390 lot of companies. Look, we're really excited to see how 544 00:34:10,670 --> 00:34:17,410 customers are starting to use capabilities between Genesys Cloud and 545 00:34:17,410 --> 00:34:21,590 Zoom and Zoom Phone, but I'm even more excited by 546 00:34:21,590 --> 00:34:23,750 what the new capabilities that we're going to be able 547 00:34:23,750 --> 00:34:27,300 to deliver and we're just getting started on this journey. 548 00:34:28,460 --> 00:34:35,110 Perfect. Okay. We've talked about friction. We've talked about usability. 549 00:34:35,270 --> 00:34:37,880 Let's take a look at what does this look like? 550 00:34:39,130 --> 00:34:42,080 Jeff, do you want to take us through a demo 551 00:34:42,080 --> 00:34:45,900 here? Yeah. I sure will. Let me just take control here. 552 00:34:47,280 --> 00:34:50,739 Okay. Let me just set this up before we get 553 00:34:51,000 --> 00:34:56,830 started. In this walkthrough of the demo, we have a 554 00:34:56,830 --> 00:35:01,300 customer that is utilizing Genesys Cloud and Zoom Phone for 555 00:35:01,300 --> 00:35:04,719 their cloud PBX. We're going to walk through that experience 556 00:35:04,719 --> 00:35:13,460 very quickly. Okay. Control. There we go. Okay. Here we go. 557 00:35:13,460 --> 00:35:18,850 All right. We've got an organization called G Bank and 558 00:35:18,850 --> 00:35:21,760 I'd like you to meet Trey. He's working in the 559 00:35:21,760 --> 00:35:24,890 front office and they're using Genesys Cloud for their front 560 00:35:24,890 --> 00:35:27,530 office here and how are they're going to interact with customers. But as 561 00:35:27,530 --> 00:35:31,750 I mentioned, G Bank uses Zoom Phone as their enterprise 562 00:35:31,750 --> 00:35:36,670 cloud communications system. That front office, that back office, it's 563 00:35:36,670 --> 00:35:39,050 about how we bring them together. We're going to explore 564 00:35:39,570 --> 00:35:44,570 that story here. Okay. First of all, this is the 565 00:35:44,719 --> 00:35:49,710 Genesys Cloud desktop and Trey is one of our customer 566 00:35:49,770 --> 00:35:54,690 service representatives. He's logging into the G Bank queue. You can 567 00:35:54,690 --> 00:35:56,489 see he's going to go on queue there and he 568 00:35:56,489 --> 00:35:59,180 clicks on queue and he can start receiving incoming calls 569 00:35:59,180 --> 00:36:04,170 from customers. As you'd be very surprised, he has a call 570 00:36:04,170 --> 00:36:08,830 that comes in and Lindsay, who's a customer of G 571 00:36:08,830 --> 00:36:13,670 Bank, she rings up. She's wanting more information about a 572 00:36:13,670 --> 00:36:15,420 mortgage on a new vacation home. Trey answers that call. 573 00:36:17,510 --> 00:36:29,150 Okay. Trey is now talking to Lindsay and he's learning 574 00:36:29,150 --> 00:36:34,010 more about what Lindsay wants and actually doesn't have all 575 00:36:34,010 --> 00:36:38,070 the answers to Lindsay's questions. He needs to find someone 576 00:36:38,070 --> 00:36:42,850 in the mortgage department to help Lindsay. Again, he needs 577 00:36:42,980 --> 00:36:45,320 a subject matter expert in the back office, in the 578 00:36:45,320 --> 00:36:49,370 enterprise, to help solve that customer request then and there, 579 00:36:49,370 --> 00:36:54,570 that moment of truth. He asked Lindsay to hold while 580 00:36:54,560 --> 00:36:58,219 he goes to find someone that can help with all 581 00:36:58,219 --> 00:37:05,410 the answers. What Trey does, you can see here, he 582 00:37:05,730 --> 00:37:09,370 looks to do a transfer and he types in'mortgage department,' 583 00:37:09,430 --> 00:37:11,930 which you can see on the screen here. You can 584 00:37:11,930 --> 00:37:16,040 see now by him typing in'mortgage department,' he's brought up 585 00:37:16,080 --> 00:37:19,270 who's available in the mortgage department. We have Chris here 586 00:37:19,270 --> 00:37:22,770 and you can see the little Zoom Phone icon there. 587 00:37:23,980 --> 00:37:27,219 Chris is a Zoom Phone user. This is a real 588 00:37:27,219 --> 00:37:31,620 time presence. Chris is in the mortgage department through that 589 00:37:31,620 --> 00:37:39,700 unified directory we were talking about and importantly, it's green 590 00:37:39,840 --> 00:37:44,219 with our presence showing Chris is available, even though he's 591 00:37:44,219 --> 00:37:50,510 on Zoom Phone. What Chris does is keeps the call 592 00:37:50,510 --> 00:37:57,480 going and places a call to Chris, through his agent 593 00:37:57,480 --> 00:38:01,930 desktop, through Genesys Cloud. Chris, who's on Zoom Phone, through 594 00:38:01,930 --> 00:38:08,950 that unified experience, Chris's phone, Zoom Phone desktop starts ringing. 595 00:38:09,150 --> 00:38:12,860 He can see it's actually from the contact center within 596 00:38:12,860 --> 00:38:18,000 G Bank. He gets that call, knows it's from the 597 00:38:18,000 --> 00:38:22,840 contact center, and starts to speak to Chris about the 598 00:38:23,300 --> 00:38:28,210 query. He mentions that he's got Lindsay on the line, 599 00:38:28,210 --> 00:38:31,600 who's got some questions about this mortgage. What he's going 600 00:38:31,600 --> 00:38:37,670 to do is, he basically... Whoops, sorry. Too many steps. 601 00:38:37,670 --> 00:38:40,590 He basically says, " Chris, can you take the call with 602 00:38:40,590 --> 00:38:44,430 Lindsay?" Chris is very happy to speak to Lindsay and 603 00:38:44,430 --> 00:38:48,190 help her with her mortgage questions. He transfers the call 604 00:38:48,980 --> 00:38:52,670 over to Chris and gets on with helping other customers. 605 00:38:54,989 --> 00:38:57,820 The outcome here was that Trey didn't have to worry 606 00:38:57,820 --> 00:39:02,520 about using another interface, one desktop application, and more importantly, 607 00:39:02,520 --> 00:39:09,160 could collaborate and provide that, what we call 'warm transfer,' 608 00:39:09,440 --> 00:39:12,180 where he could actually speak to Chris, make sure he's 609 00:39:12,180 --> 00:39:15,810 available, make sure more importantly that he's able to help 610 00:39:15,810 --> 00:39:18,420 Lindsay then and there and then connect her to, and 611 00:39:18,420 --> 00:39:20,739 then drop off the call. That's providing that end-to- end 612 00:39:20,739 --> 00:39:24,270 experience between that front office and that back office, collaborating 613 00:39:24,270 --> 00:39:27,620 together without having to worry about what application I'm using 614 00:39:27,620 --> 00:39:35,170 as a native experience. Let's go to the second demo 615 00:39:35,170 --> 00:39:39,230 here. This time we've got I guess, G Bank is 616 00:39:39,710 --> 00:39:44,040 the example customer again. This time, they're using Genesys Cloud 617 00:39:44,660 --> 00:39:49,620 and they use Zoom Meetings for collaboration. We'll take a 618 00:39:49,620 --> 00:39:54,780 slightly different way of this story. Okay. We've got Trey 619 00:39:54,780 --> 00:39:59,830 again. Now, Trey has his Zoom Meetings fully integrated into 620 00:39:59,830 --> 00:40:01,900 the Genesys Cloud desktop. So, you can see he's got 621 00:40:02,150 --> 00:40:08,440 a Zoom meetings platform net. So, he's already fully authenticated 622 00:40:08,500 --> 00:40:12,190 and secure into his Genesys Cloud desktop. So he doesn't 623 00:40:12,190 --> 00:40:15,260 have to think about where the best starting up Zoom 624 00:40:15,260 --> 00:40:19,480 meeting separately. It's already contained within his environment as that 625 00:40:19,480 --> 00:40:23,390 single experience, that unified single experience. So again, in this 626 00:40:23,390 --> 00:40:26,830 situation, he goes back on queue ready to take calls 627 00:40:27,410 --> 00:40:32,460 and yes, we've got Lindsey calling again, similar story. But 628 00:40:32,460 --> 00:40:36,780 in this case, Lindsey is looking for information say on 629 00:40:36,989 --> 00:40:42,690 Gbank's website about a mortgage. So, specific information in this 630 00:40:42,690 --> 00:40:45,780 case. So, what Trey does says, " Yeah, look, let me 631 00:40:46,030 --> 00:40:51,070 help you here." And so Trey puts Lindsey on hold 632 00:40:51,300 --> 00:40:53,910 and he's going to go in again, talk to someone 633 00:40:54,030 --> 00:40:56,640 in the back office that subject matter expert. Yes, you're 634 00:40:56,640 --> 00:40:58,400 probably right. It's going to be Chris again. But what 635 00:41:00,550 --> 00:41:03,270 he does this time, because in this situation, they're not 636 00:41:03,270 --> 00:41:07,610 running the Zoom Phone, but he can see through the 637 00:41:07,610 --> 00:41:11,170 directory here that Chris is available in this case, but 638 00:41:11,170 --> 00:41:14,760 more importantly, he's available and online and what he wants 639 00:41:14,760 --> 00:41:19,300 to do. He actually starts a chat session with Chris 640 00:41:19,489 --> 00:41:23,750 through Genesys Cloud. And through that chat session, he kind 641 00:41:23,750 --> 00:41:25,980 of, if we just click here, " Chris, are you available 642 00:41:25,980 --> 00:41:29,719 to have a quick chat? I need some help short 643 00:41:29,719 --> 00:41:33,570 let's jump on a zoom." So all Trey has to 644 00:41:33,570 --> 00:41:36,680 do from his desktop is click Zoom Meetings. Let's start 645 00:41:36,680 --> 00:41:40,290 a Zoom Meeting, what a great unified experience that is. 646 00:41:40,530 --> 00:41:45,460 So, he clicks the Zoom Meeting link there, and that 647 00:41:46,300 --> 00:41:48,870 creates a Zoom Meeting then and there in the Genesys 648 00:41:48,880 --> 00:41:55,700 Cloud desktop, like you can see here. So, Genesys Cloud 649 00:41:55,760 --> 00:41:59,950 and Zoom Meetings embedded in the single experience. I don't 650 00:42:00,070 --> 00:42:04,210 have to worry about different applications, it's one single unified 651 00:42:04,210 --> 00:42:08,239 tune. So again, Trey and Chris can focus on how 652 00:42:08,239 --> 00:42:12,780 they're going to help this customer. So, Chris quickly explains 653 00:42:12,780 --> 00:42:19,460 where through Zooms screen sharing and shows exactly where the 654 00:42:19,460 --> 00:42:22,810 information is on the Gbank website, so he can help 655 00:42:23,120 --> 00:42:27,570 Lindsey with this query. So, Chris has been able to help, 656 00:42:27,620 --> 00:42:29,950 they've been able to collaborate in real time, that real- 657 00:42:29,950 --> 00:42:33,530 time resolution that we spoke about before. And with that, 658 00:42:34,320 --> 00:42:37,050 Trey goes back to Lindsey to say, " Yeah, let me 659 00:42:37,050 --> 00:42:39,800 help you. It's on the website." But Lindsey says, in 660 00:42:39,800 --> 00:42:42,410 this case, " I'm actually not in front of my computer. 661 00:42:42,630 --> 00:42:48,070 Could you send me a link through an SMS so 662 00:42:48,070 --> 00:42:50,250 I can look at it on my phone later." So 663 00:42:50,250 --> 00:42:53,940 he says" Sure." So, Trey sends an SMS with that 664 00:42:53,940 --> 00:42:59,440 link, that URL to Lindsey on her phone. And Lindsey's 665 00:42:59,440 --> 00:43:02,870 got the information she needs. And again, that front office 666 00:43:02,870 --> 00:43:07,260 and that back office through communication and collaboration, not into 667 00:43:07,260 --> 00:43:10,489 worrying about the technology, but worrying about what the customer outcome 668 00:43:10,489 --> 00:43:15,040 is, helping resolve that. So that's a little bit of 669 00:43:17,660 --> 00:43:19,830 an example, a bit of a sneak peek there on 670 00:43:19,830 --> 00:43:23,860 how Genesys Cloud with Zoom Phone can provide that video 671 00:43:23,860 --> 00:43:27,960 first communication and collaboration experience. So again, across the whole 672 00:43:27,960 --> 00:43:32,830 enterprise or alternatively being able to use Zoom Meetings to 673 00:43:32,830 --> 00:43:35,230 spin up and drive into the, if a customer is 674 00:43:35,230 --> 00:43:38,250 using Zoom Meetings as a key part of the collaboration, 675 00:43:38,480 --> 00:43:41,020 we can integrate with Zoom Meetings as well and provide 676 00:43:41,020 --> 00:43:46,370 that single unified experience, that'd be Randy. All right. So 677 00:43:46,370 --> 00:43:48,850 as we can tell from the slide Q& A is 678 00:43:48,850 --> 00:43:52,870 coming up next. We've got, we're sure you guys have a lot of 679 00:43:52,870 --> 00:43:55,030 questions. I see the number is getting bigger under the 680 00:43:55,030 --> 00:43:58,560 Q& A tab here in Zoom. So to give you 681 00:43:58,560 --> 00:44:01,469 guys a little bit more time, if you have additional 682 00:44:01,469 --> 00:44:03,390 questions you want to write and to give us time 683 00:44:03,610 --> 00:44:05,780 to go look at the questions that are already there, 684 00:44:05,960 --> 00:44:09,270 let's do a poll. And so if Josh can put 685 00:44:09,270 --> 00:44:13,440 the poll up. Awesome. Okay. So you guys take a 686 00:44:13,440 --> 00:44:16,489 look at the poll, give us some more feedback on 687 00:44:16,489 --> 00:44:21,200 how you're using these different collaborations systems. And we're going 688 00:44:21,200 --> 00:44:25,969 to go look at the Q& A. And that's just 689 00:44:25,969 --> 00:44:29,250 as a friendly reminder to everybody as you're throwing questions 690 00:44:29,250 --> 00:44:32,480 into the Q& A window, we have about 15- ish 691 00:44:32,480 --> 00:44:36,080 minutes left on today's session. So don't fret if we 692 00:44:36,080 --> 00:44:38,440 don't make it to your question live, we will follow 693 00:44:38,440 --> 00:44:40,600 up with you via email within the next few business 694 00:44:40,600 --> 00:44:44,100 days. And as we're about to close out the poll 695 00:44:44,100 --> 00:44:46,730 here, just go ahead and remember to use the Q& 696 00:44:46,730 --> 00:44:48,820 A window and not the chat window, just so that 697 00:44:48,820 --> 00:45:16,110 we don't miss your questions moving forward. All right. Time 698 00:45:16,110 --> 00:45:19,910 goes so fast when you're on this side. It's And 699 00:45:24,290 --> 00:45:26,560 just let me know, Randy, when you want to see those results. 700 00:45:26,710 --> 00:45:30,570 Yeah. Tell me when you want to throw that. Yep. 701 00:45:30,570 --> 00:45:34,350 I'll go ahead and throw them up now. So you 702 00:45:34,350 --> 00:45:37,420 should see them on your screen. All right. Neil is 703 00:45:37,489 --> 00:45:41,969 smiling at this point. Yeah. And you've got some opportunities. 704 00:45:41,969 --> 00:45:46,330 Look at those other companies that are using... It's a big 705 00:45:46,330 --> 00:45:50,070 market. It's a big market. It is! It's room for 706 00:45:50,070 --> 00:45:59,540 everybody. Lots of solutions out there. Yep. All right. So, 707 00:45:59,540 --> 00:46:02,750 I got some good questions in here. I think some 708 00:46:02,750 --> 00:46:06,760 of these we have answered peripherally as we've been going 709 00:46:06,760 --> 00:46:08,960 through it so far, but I know the one question 710 00:46:09,360 --> 00:46:12,430 that we hear a lot is how do you get 711 00:46:12,450 --> 00:46:17,090 on board? So Jeff, basically a call us thing? Yeah, 712 00:46:17,130 --> 00:46:22,730 sure. Look, we're going to end with the Genesys. com/ 713 00:46:22,730 --> 00:46:27,650 Zoom link I know in a little while, but what 714 00:46:27,650 --> 00:46:29,440 I would be suggesting is go have a look at 715 00:46:29,440 --> 00:46:33,840 Genesys. com/ Zoom as a standpoint. And there's a start 716 00:46:33,840 --> 00:46:37,700 zooming button right there. And you can connect with us 717 00:46:37,700 --> 00:46:41,360 and we'll have someone speak to you real quickly. So, 718 00:46:42,239 --> 00:46:45,000 my advice is if you want to learn more, but 719 00:46:45,000 --> 00:46:48,180 also get started and you might be a Zoom customer 720 00:46:48,180 --> 00:46:53,040 and a Genesys customer already you can start and we'll 721 00:46:53,040 --> 00:46:55,420 get you, we'll start that conversation so you can get 722 00:46:55,420 --> 00:47:02,320 ready for next month. So Genesys.com/Zoom. Okay. So, Neil, you 723 00:47:02,320 --> 00:47:05,190 guys, if there're Zoom customer and they're interested in looking 724 00:47:05,190 --> 00:47:09,420 at Genesys Cloud, what should they do? Yeah. If you're 725 00:47:09,420 --> 00:47:12,670 an existing customer feel free to go to Genesys/ Zoom 726 00:47:12,670 --> 00:47:14,780 and reach out to them directly. They know how to 727 00:47:14,780 --> 00:47:16,410 get in touch with us and how to set it 728 00:47:16,410 --> 00:47:20,420 up or work with your existing account executive at Zoom. 729 00:47:20,640 --> 00:47:23,440 And they'll also bring in the appropriate people from the 730 00:47:23,440 --> 00:47:26,750 Zoom Phone team, as well as the Genesys team. So 731 00:47:26,750 --> 00:47:28,590 I think we want to eliminate as much friction as 732 00:47:28,590 --> 00:47:31,420 possible. If you're a customer of either one of the 733 00:47:31,420 --> 00:47:34,620 platforms already today, just reach out to your current account 734 00:47:34,620 --> 00:47:37,410 executive and we'll make sure that everything's routed and we 735 00:47:37,410 --> 00:47:41,910 get you taken care of as fast as possible. Okay. 736 00:47:41,969 --> 00:47:45,230 So, I see a recurring question in here about using 737 00:47:46,260 --> 00:47:51,520 Zoom to support between agents and customers. And I know 738 00:47:51,520 --> 00:47:54,140 this is one of the things that we've had lots 739 00:47:54,140 --> 00:47:59,370 and lots of conversations about internally. Jeff, take it away. 740 00:47:59,640 --> 00:48:03,300 That's a great question and a question that is a constant 741 00:48:03,670 --> 00:48:07,270 part of our conversation as you suggested. As you would 742 00:48:07,270 --> 00:48:10,350 have noticed from today's presentation, we've been talking very much 743 00:48:10,350 --> 00:48:14,239 around the collaboration between the front office and the back 744 00:48:14,239 --> 00:48:19,560 office. That is very much where we want to start 745 00:48:19,560 --> 00:48:24,400 with our Genesys Cloud and Zoom journey. But as part 746 00:48:24,400 --> 00:48:28,110 of that journey, we definitely see some key use cases 747 00:48:28,110 --> 00:48:32,969 for the ability to use video power through Zoom with 748 00:48:33,570 --> 00:48:37,770 customers directly. This is definitely on our roadmap, but in 749 00:48:37,770 --> 00:48:42,270 this, I guess, first drop that we're delivering next month. 750 00:48:42,550 --> 00:48:44,770 We're really focusing on bringing that front office and that 751 00:48:44,770 --> 00:48:48,500 back office together. Same time, we also want to get 752 00:48:48,500 --> 00:48:52,830 feedback from customers who are utilizing that new experience that 753 00:48:52,830 --> 00:48:56,250 we're delivering together and get some real world feedback. Because 754 00:48:56,620 --> 00:48:59,469 the same time we've also had a lot of feedback where 755 00:49:00,100 --> 00:49:05,450 providing video in a contact center sphere has historically been 756 00:49:05,450 --> 00:49:09,530 perceived with different thoughts and considerations because it is a 757 00:49:09,530 --> 00:49:13,040 visual experience. I think also the last few months, we've 758 00:49:13,040 --> 00:49:16,560 all learned that the video experience is such an important 759 00:49:16,560 --> 00:49:19,450 experience and at the same time, we've all learned how 760 00:49:19,450 --> 00:49:22,400 to drive video experiences. I can see this changing really 761 00:49:22,400 --> 00:49:27,230 rapidly in the market that providing customer video experiences into 762 00:49:27,230 --> 00:49:29,170 the contact center it's going to become a very key 763 00:49:29,170 --> 00:49:34,110 way of interacting and engaging and helping customers. The answer 764 00:49:34,480 --> 00:49:39,860 is not today, but in the near future. I think 765 00:49:39,860 --> 00:49:42,560 this is interesting. I mean, from a cloud culture, you 766 00:49:42,560 --> 00:49:46,700 want to get there with something that's useful as quickly as 767 00:49:46,700 --> 00:49:50,830 you can and then build from that. That's part of 768 00:49:50,830 --> 00:49:55,430 our approach with Genesys Cloud. This is fantastically useful, what 769 00:49:55,430 --> 00:50:00,150 we're going to be offering now. But we got room 770 00:50:00,150 --> 00:50:05,930 to grow. Oh, this is a first grade step, but 771 00:50:05,930 --> 00:50:10,110 we've got a very exciting roadmap that we're looking to develop but 772 00:50:10,200 --> 00:50:12,330 we want to make sure it's delivering the right outcomes 773 00:50:12,330 --> 00:50:22,210 for our customers. Neil, you want to throw in on that? I think just 774 00:50:22,210 --> 00:50:26,830 removing that friction is key to what we're doing. I 775 00:50:26,830 --> 00:50:28,840 didn't really have anything more to add. I thought Jeff 776 00:50:28,900 --> 00:50:36,140 covered it brilliantly. Okay. One of the things that we hear 777 00:50:36,140 --> 00:50:40,700 as a recurring question on the customer experience side, it's 778 00:50:41,430 --> 00:50:49,320 a lot of focus on efficiency and how long it 779 00:50:49,320 --> 00:50:53,060 takes to resolve issues. Do you think we're going to 780 00:50:53,060 --> 00:50:58,050 be seeing any time- savings or improved resolution rate through 781 00:50:58,070 --> 00:51:06,719 using these two fantastic cloud solutions together? Randy, I think 782 00:51:06,719 --> 00:51:10,770 that's been a key theme of today actually is you 783 00:51:10,770 --> 00:51:18,260 remove friction, you empower employees across the whole organization. And 784 00:51:18,260 --> 00:51:21,969 you let people focus on, I guess, the outcomes they're 785 00:51:21,969 --> 00:51:25,760 trying to deliver. That creates efficiencies in its own right. 786 00:51:26,040 --> 00:51:30,969 The ability to have that presence, that unified directory and 787 00:51:30,969 --> 00:51:33,690 the ability to be able to transfer calls back and 788 00:51:33,690 --> 00:51:38,580 forth, seamlessly between Zoom Phone and Genesys Cloud without having 789 00:51:38,580 --> 00:51:40,710 to worry about what number I have to dial or 790 00:51:40,710 --> 00:51:44,320 what extension its on. It's all being able to search 791 00:51:44,380 --> 00:51:49,430 point and click type experiences, natively in that desktop that 792 00:51:49,430 --> 00:52:00,060 has inherent efficiencies. So the answer is, yes. Great. I 793 00:52:00,060 --> 00:52:02,730 do see a question here. This is the last question 794 00:52:02,730 --> 00:52:06,239 and then we need to move on to winding this up 795 00:52:06,239 --> 00:52:11,170 is, what are customers doing for archiving and playback of 796 00:52:11,170 --> 00:52:15,100 the video- based interactions? Neil. How's that going? I mean 797 00:52:15,700 --> 00:52:18,280 other than the- Can you repeat that? You broke up, 798 00:52:18,280 --> 00:52:24,650 just for a second. Sorry. Randy, could you repeat the 799 00:52:24,650 --> 00:52:29,739 question? Oh, yeah. Sorry. I was talking and not listening. 800 00:52:32,010 --> 00:52:35,510 How does the solution work with recording? I mean, those 801 00:52:35,590 --> 00:52:37,380 of us that are our Zoom users we know that 802 00:52:38,010 --> 00:52:39,880 seems to be one of those things in the settings 803 00:52:39,880 --> 00:52:42,890 that you can turn on and off for everything. How's 804 00:52:42,890 --> 00:52:47,190 that going? If you are elevating into a Zoom Meeting, 805 00:52:47,560 --> 00:52:52,380 we support recording on Zoom Phone as well. There's a 806 00:52:52,380 --> 00:52:55,640 couple of different options, we support on- demand recording. It's 807 00:52:55,640 --> 00:52:58,060 up to the agent or the user to initiate that 808 00:52:58,060 --> 00:53:02,180 recording in a meeting or on the phone call. We 809 00:53:02,180 --> 00:53:05,610 also support full- time automatic recording. Then you also have 810 00:53:05,610 --> 00:53:08,960 a choice as to where those recordings are stored. If 811 00:53:08,960 --> 00:53:12,300 it's more ad hoc, less formal, you can have on- 812 00:53:12,300 --> 00:53:14,540 demand call recording and have it stored locally on the 813 00:53:14,540 --> 00:53:18,320 users PC or they can opt to have it stored 814 00:53:18,450 --> 00:53:23,270 in Zoom's Cloud. Then once it's been stored, then you 815 00:53:23,270 --> 00:53:26,550 have the ability to export it, archive it, set data 816 00:53:26,550 --> 00:53:30,190 retention policies around it. Then we also have the ability 817 00:53:30,190 --> 00:53:33,950 to transcribe every recording. If you don't want to go 818 00:53:33,950 --> 00:53:36,380 back and listen to a Zoom Phone call recording or 819 00:53:36,380 --> 00:53:40,180 a Zoom Meeting recording, we provide automatic transcription services for 820 00:53:40,180 --> 00:53:43,610 free, it's part of the plan. I want some of 821 00:53:43,610 --> 00:53:48,469 that. I'm going to start using that. All right. We 822 00:53:48,469 --> 00:53:54,469 getting close to the end here. Everybody in our market 823 00:53:54,469 --> 00:53:58,350 is obsessed with digital and AI right now, for customer 824 00:53:58,350 --> 00:54:01,989 experience and it's a worthwhile conversation. But we all have 825 00:54:01,989 --> 00:54:06,810 seen during the disruption that we've been going through this 826 00:54:06,810 --> 00:54:11,969 year, that every day, how voice is still important. Especially 827 00:54:12,280 --> 00:54:14,710 when you can escalate that to video and you can 828 00:54:14,710 --> 00:54:19,890 add screen- share and these other collaboration channels easily. It's 829 00:54:19,890 --> 00:54:23,930 the most reliable way to deal with complex issues. This 830 00:54:23,930 --> 00:54:27,630 year it's pushed a lot of limits. Voice is changing 831 00:54:27,880 --> 00:54:33,790 and it's changing probably forever. Voice with video and collaboration, 832 00:54:34,080 --> 00:54:39,239 to share views, is now becoming the standard. Zoom shows 833 00:54:39,239 --> 00:54:43,469 that the power of flexibility and video collaboration is clear. 834 00:54:43,580 --> 00:54:47,750 As two cloud companies, we are embracing the potential that 835 00:54:47,760 --> 00:54:52,210 API integration will let us create. Genesys is pleased to 836 00:54:52,210 --> 00:54:57,020 start now. We're bringing customers the flexibility of Zoom Phone 837 00:54:57,020 --> 00:55:01,330 today and yes, that's July. But as we showed, it's 838 00:55:01,330 --> 00:55:04,610 already being used by some customers and if you start 839 00:55:04,610 --> 00:55:07,380 poking around, you'll start seeing signs of it popping up 840 00:55:07,380 --> 00:55:13,800 all over the place. We're bringing customers onboard, we want 841 00:55:13,800 --> 00:55:17,330 to share this flexibility with you. We're excited about what's 842 00:55:17,330 --> 00:55:22,469 going to come next and Neil bring it home. All 843 00:55:22,469 --> 00:55:25,440 right. Well, I just wanted to thank everybody for joining 844 00:55:25,440 --> 00:55:30,600 today's webinar. Zoom is all about connecting people, just like 845 00:55:30,610 --> 00:55:33,430 Genesys is and we want to eliminate as much friction 846 00:55:33,430 --> 00:55:37,330 as possible in between all of those interactions. Working closely 847 00:55:37,330 --> 00:55:40,270 with Genesys, I think we're bringing the market, this summer, 848 00:55:40,270 --> 00:55:43,590 a best of breed solution to accommodate all of those 849 00:55:43,590 --> 00:55:47,340 interactions. I just want to thank Randy, thank Jeff, and 850 00:55:47,340 --> 00:55:49,410 the rest of the Genesys team for allowing us to 851 00:55:49,590 --> 00:55:53,930 be here today. All right. Thank you. Thank you both. 852 00:55:55,710 --> 00:56:00,390 Here's that URL. You guys have a great day. Josh, 853 00:56:01,870 --> 00:56:06,310 wind it up. Will do. Thanks everybody for attending today's 854 00:56:06,320 --> 00:56:09,330 webcast. As I mentioned before, if you missed anything throughout 855 00:56:09,330 --> 00:56:13,290 today's presentation, you accidentally joined late, that's okay. Stay tuned, 856 00:56:13,290 --> 00:56:15,610 within the next few business days, you will receive a 857 00:56:15,610 --> 00:56:17,770 link to the on- demand recording to view at your 858 00:56:17,770 --> 00:56:21,469 convenience. As everybody's already mentioned, and as you can see 859 00:56:21,469 --> 00:56:24,040 on your screen, make sure you check out genesis. com/ 860 00:56:24,040 --> 00:56:28,080 zoom for additional information. As always until next time, have 861 00:56:28,080 --> 00:56:28,820 a good one, everyone.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t7KLQAY"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys (Optional) Pre Header [this_page_title] (Optional) Sub Title Intro Here.[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. 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Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.[mktoform cms_hold="RG"] Meet the Speakers Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Best Practice Webinar Managing change: From on-premises to cloud [cutoff co_thick="2px"][webinarschedulesingle]Moving from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. Join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. You’ll learn: Essential components of managing change before, during and after a move to new contact center technology Lessons learned including what customers wished they had done differently How personalized migration plans and the Genesys team made it easier to navigate change Better customer and employee experiences await. Take the next step by registering today.[cutoff co_thick="2px"]1 00:00:04,850 --> 00:00:06,630 Good morning, evening and afternoon 2 00:00:06,630 --> 00:00:08,100 everyone. My name is Josh 3 00:00:08,100 --> 00:00:09,060 Reed and I'm going to 4 00:00:09,060 --> 00:00:10,140 be one of the moderators 5 00:00:10,140 --> 00:00:12,120 for today's presentation and let 6 00:00:12,120 --> 00:00:12,780 me be the first to 7 00:00:12,910 --> 00:00:13,880 welcome you to our on 8 00:00:13,880 --> 00:00:16,570 demand webinar, managing change from 9 00:00:16,570 --> 00:00:19,190 on premises to cloud. As 10 00:00:19,190 --> 00:00:19,950 per usual, I'm going to 11 00:00:19,950 --> 00:00:21,010 keep this short and sweet, 12 00:00:21,010 --> 00:00:21,500 but we do have a 13 00:00:21,500 --> 00:00:22,910 couple of housekeeping items I 14 00:00:22,910 --> 00:00:23,820 want to cover before we 15 00:00:23,820 --> 00:00:25,700 get started. First off, if 16 00:00:25,700 --> 00:00:27,510 you experience any problems viewing 17 00:00:27,510 --> 00:00:29,130 or listening to today's presentation, 18 00:00:29,400 --> 00:00:30,630 refresh your browser and make 19 00:00:30,630 --> 00:00:31,310 sure that it's up to 20 00:00:31,310 --> 00:00:33,240 date to support HTML5 as 21 00:00:33,240 --> 00:00:34,710 this usually fixes any console 22 00:00:34,710 --> 00:00:36,270 issues. It also might help 23 00:00:36,270 --> 00:00:36,980 to switch over to something 24 00:00:37,250 --> 00:00:39,100 like Chrome or Mozilla Firefox 25 00:00:39,100 --> 00:00:40,210 as well, as these are 26 00:00:40,210 --> 00:00:41,520 the best browsers to support 27 00:00:41,520 --> 00:00:44,640 the Webcast platform. And also 28 00:00:44,640 --> 00:00:45,830 note that we encourage you 29 00:00:45,830 --> 00:00:47,410 to submit questions to the Q& 30 00:00:47,730 --> 00:00:48,620 A window in the top 31 00:00:48,670 --> 00:00:49,870 middle of your screen, although 32 00:00:49,870 --> 00:00:50,820 this is an on demand 33 00:00:50,820 --> 00:00:52,690 recording, we will gather your 34 00:00:52,690 --> 00:00:54,210 questions after the fact and 35 00:00:54,210 --> 00:00:55,770 respond as promptly as we 36 00:00:55,770 --> 00:00:56,810 can within the next few 37 00:00:56,810 --> 00:00:58,160 business days. So if you hear 38 00:00:58,160 --> 00:00:59,590 anything throughout the presentation you 39 00:00:59,590 --> 00:01:00,520 want to learn more about, 40 00:01:00,520 --> 00:01:01,730 be sure to throw those questions 41 00:01:01,730 --> 00:01:04,150 in there. Also note that 42 00:01:04,190 --> 00:01:05,570 this is on demand, so you 43 00:01:05,570 --> 00:01:08,110 have full playback capabilities. If 44 00:01:08,110 --> 00:01:09,230 you miss anything, need to 45 00:01:09,230 --> 00:01:10,680 stop and take a meeting 46 00:01:10,680 --> 00:01:11,700 or anything like that, that's 47 00:01:11,700 --> 00:01:13,660 completely fine. You can pause, 48 00:01:13,660 --> 00:01:14,970 come back later, it's all 49 00:01:14,970 --> 00:01:18,220 up to your convenience. As 50 00:01:18,220 --> 00:01:19,500 I said, short and sweet. 51 00:01:20,020 --> 00:01:21,670 So I'm excited to introduce 52 00:01:21,670 --> 00:01:23,470 our panel today. We have 53 00:01:23,470 --> 00:01:25,360 my partner in crime here, 54 00:01:25,360 --> 00:01:26,830 Jody Thompson, she is going 55 00:01:26,830 --> 00:01:27,680 to be one of the 56 00:01:27,680 --> 00:01:29,490 moderators for today's- Presentation. She's 57 00:01:29,490 --> 00:01:31,800 the Senior Principal Business Consultant 58 00:01:31,800 --> 00:01:33,370 here at Genesys. We also 59 00:01:33,370 --> 00:01:35,450 have Laurie Bachland, the President 60 00:01:35,450 --> 00:01:37,410 of Strategic Contact. As well 61 00:01:37,410 --> 00:01:39,300 as two of our special 62 00:01:39,300 --> 00:01:40,970 customers from Coke Business Solutions. 63 00:01:40,970 --> 00:01:42,470 We have Julie Hopkins, the 64 00:01:42,470 --> 00:01:44,730 Project Manager and Dean the 65 00:01:44,730 --> 00:01:47,370 Platform Architect. So with all 66 00:01:47,370 --> 00:01:48,800 that being said, I'm actually 67 00:01:48,800 --> 00:01:50,210 going to hand things off to 68 00:01:50,210 --> 00:01:51,400 Jody today to kick off 69 00:01:51,480 --> 00:01:53,150 the conversation. Jody, the floor 70 00:01:53,150 --> 00:01:55,980 is yours. Thank you. Hi 71 00:01:55,980 --> 00:01:57,310 everyone, great to see you 72 00:01:57,640 --> 00:01:59,550 again. So let's talk about 73 00:01:59,550 --> 00:02:01,050 change. First of all, what 74 00:02:01,050 --> 00:02:01,780 I wanted to do is 75 00:02:01,870 --> 00:02:03,660 kick things off regarding level 76 00:02:03,660 --> 00:02:05,720 setting, what change management is. 77 00:02:05,720 --> 00:02:07,740 So change management is about 78 00:02:07,740 --> 00:02:11,090 ensuring individuals and organizational adoption 79 00:02:11,090 --> 00:02:13,710 of new technology. Also, about 80 00:02:13,770 --> 00:02:16,580 adoption of processes, roles, culture, 81 00:02:16,780 --> 00:02:18,110 all of that that comes 82 00:02:18,110 --> 00:02:20,130 with a contact center migration. 83 00:02:20,690 --> 00:02:22,500 So whether change is perceived 84 00:02:22,500 --> 00:02:24,730 as simple or complex, anticipating, 85 00:02:24,820 --> 00:02:26,240 preparing and manning for change 86 00:02:26,240 --> 00:02:28,410 is essential to any organization 87 00:02:28,410 --> 00:02:30,770 as we've discussed. One of 88 00:02:30,770 --> 00:02:31,750 the... I'm sorry, two of 89 00:02:31,830 --> 00:02:32,990 the top questions I hear 90 00:02:32,990 --> 00:02:36,520 from customers is" Why do 91 00:02:36,520 --> 00:02:37,820 change management in the first 92 00:02:37,820 --> 00:02:39,450 place?" And also, " How do 93 00:02:39,450 --> 00:02:41,570 other companies do change management?" 94 00:02:41,910 --> 00:02:44,050 So for today's conversation and 95 00:02:44,050 --> 00:02:45,500 we've talked about it before, 96 00:02:45,630 --> 00:02:46,390 we want to get your 97 00:02:46,390 --> 00:02:48,500 feedback and your insight. So 98 00:02:48,500 --> 00:02:49,420 I'm going to kick things 99 00:02:49,420 --> 00:02:51,470 over first to Laurie, and 100 00:02:51,470 --> 00:02:53,380 ask Laurie and then Julie, 101 00:02:53,920 --> 00:02:55,470 can you share with us 102 00:02:56,180 --> 00:02:59,050 what... about what change management 103 00:02:59,050 --> 00:03:01,970 means to you? Yeah. Thank 104 00:03:01,970 --> 00:03:06,360 you... It's one of my 105 00:03:06,360 --> 00:03:08,300 favorite topics. I got trained 106 00:03:08,300 --> 00:03:09,150 in it a long time 107 00:03:09,150 --> 00:03:10,720 ago and get to apply it 108 00:03:10,720 --> 00:03:12,130 on projects all the time 109 00:03:12,130 --> 00:03:13,230 as a consultant, I've worked 110 00:03:13,230 --> 00:03:13,980 with a lot of different 111 00:03:13,980 --> 00:03:16,450 companies. When I'm helping clients 112 00:03:16,450 --> 00:03:17,970 understand what we're talking about 113 00:03:17,970 --> 00:03:19,660 with change management, we say 114 00:03:19,660 --> 00:03:21,080 it's concepts and tools. Everyone 115 00:03:21,570 --> 00:03:23,670 understands that project management concept, 116 00:03:24,080 --> 00:03:25,710 but this is about helping, 117 00:03:25,710 --> 00:03:27,640 as you said, individuals and 118 00:03:27,640 --> 00:03:29,480 groups change. I like to 119 00:03:29,480 --> 00:03:30,160 think of it as a 120 00:03:30,160 --> 00:03:31,640 journey. Any project you're on 121 00:03:31,710 --> 00:03:33,230 a journey, and you want 122 00:03:33,230 --> 00:03:35,040 to bring everybody along successfully 123 00:03:35,040 --> 00:03:37,050 to that target destination, and 124 00:03:37,550 --> 00:03:38,350 you're going to hit some 125 00:03:38,350 --> 00:03:39,320 bumps. You're going to have 126 00:03:39,320 --> 00:03:40,900 some detours along the way 127 00:03:41,170 --> 00:03:42,730 and change management really helps 128 00:03:42,730 --> 00:03:44,790 everybody adjust and adapt as 129 00:03:44,790 --> 00:03:45,760 you go on that journey, 130 00:03:45,760 --> 00:03:47,110 and still hopefully end up 131 00:03:47,110 --> 00:03:48,420 at the right place together 132 00:03:48,420 --> 00:03:49,780 and able to get the 133 00:03:49,780 --> 00:03:52,410 benefits of that change. Good. 134 00:03:52,800 --> 00:03:54,330 Laurie, what's your insight to 135 00:03:54,400 --> 00:03:58,410 share? Yeah, thanks Laurie and so 136 00:03:58,660 --> 00:03:59,540 when I look at change 137 00:03:59,540 --> 00:04:01,420 management, I kind of... well 138 00:04:01,420 --> 00:04:02,680 I'm a project manager, so 139 00:04:02,680 --> 00:04:03,440 I view it from a 140 00:04:03,440 --> 00:04:05,870 project management and customer perspective. 141 00:04:06,430 --> 00:04:07,810 So anytime there is a 142 00:04:07,810 --> 00:04:09,860 project, there will be organizational 143 00:04:09,860 --> 00:04:11,620 changes that'll have to be 144 00:04:11,620 --> 00:04:13,100 thought through from a customer 145 00:04:13,100 --> 00:04:15,420 perspective and to Laurie's point, 146 00:04:15,420 --> 00:04:17,040 it's about identifying that bunch 147 00:04:17,040 --> 00:04:19,330 of people in a project. 148 00:04:19,330 --> 00:04:20,460 We call those the stake 149 00:04:20,460 --> 00:04:21,850 holders, and getting them bought 150 00:04:21,850 --> 00:04:23,640 into that vision and why 151 00:04:23,640 --> 00:04:24,960 the change is needed in 152 00:04:24,960 --> 00:04:26,440 determining the plan on how 153 00:04:26,440 --> 00:04:27,900 to get them to that 154 00:04:28,730 --> 00:04:30,570 desired state. So I feel 155 00:04:30,570 --> 00:04:32,150 like if you can create 156 00:04:32,150 --> 00:04:33,720 a framework or guard rails 157 00:04:33,720 --> 00:04:35,900 around that process, that really 158 00:04:35,900 --> 00:04:38,160 is very beneficial for organizations 159 00:04:38,160 --> 00:04:39,430 to be able to obtain 160 00:04:39,800 --> 00:04:40,680 and get to the goals 161 00:04:40,680 --> 00:04:43,790 of change management. Okay great. 162 00:04:43,790 --> 00:04:45,330 So we heard some keywords 163 00:04:45,330 --> 00:04:46,960 such as guardrails, which I 164 00:04:46,960 --> 00:04:48,620 really like that phrase and 165 00:04:48,980 --> 00:04:50,390 everything that was shared so 166 00:04:50,390 --> 00:04:52,020 far. But let's talk about 167 00:04:52,020 --> 00:04:54,130 real world experiences, so Dean, 168 00:04:54,730 --> 00:04:55,530 we'd like to hear from 169 00:04:55,530 --> 00:04:57,260 you regarding change management, but 170 00:04:57,260 --> 00:04:58,180 first, can you give us 171 00:04:58,180 --> 00:04:58,930 a little bit of a 172 00:04:58,930 --> 00:05:00,920 background as to what exactly 173 00:05:00,920 --> 00:05:02,430 what was driving change at 174 00:05:02,830 --> 00:05:05,130 Coke Global Solutions and address 175 00:05:05,130 --> 00:05:07,070 why change management became such 176 00:05:07,070 --> 00:05:08,620 an essential part of your 177 00:05:08,620 --> 00:05:10,880 organization. So if you'd like, 178 00:05:11,160 --> 00:05:12,290 I will push forward that 179 00:05:12,290 --> 00:05:14,410 first slide and you can 180 00:05:14,700 --> 00:05:17,180 give us some background. Sure. 181 00:05:18,160 --> 00:05:19,700 So yeah, we were doing 182 00:05:19,700 --> 00:05:21,340 a couple of things with 183 00:05:21,340 --> 00:05:22,600 this project. So I was 184 00:05:22,800 --> 00:05:24,180 obviously the technical resource for 185 00:05:24,180 --> 00:05:25,640 the project and Joy was 186 00:05:25,640 --> 00:05:27,610 my PM that coordinated the 187 00:05:29,820 --> 00:05:34,810 project. This particular piece of 188 00:05:34,810 --> 00:05:35,760 the project was part of 189 00:05:35,800 --> 00:05:36,870 I guess a program, which 190 00:05:36,870 --> 00:05:38,110 was a larger effort to 191 00:05:39,030 --> 00:05:40,580 bring Coke forward off of 192 00:05:40,580 --> 00:05:42,520 premise based infrastructure, some pretty 193 00:05:42,520 --> 00:05:44,010 common infrastructure. I think a lot of people 194 00:05:44,010 --> 00:05:46,050 will recognize and get into 195 00:05:47,290 --> 00:05:52,290 cloud services platform, Genesys being 196 00:05:52,290 --> 00:05:53,190 one of those. It was 197 00:05:53,190 --> 00:05:55,260 several things going on, but 198 00:05:55,260 --> 00:05:58,850 Genesys was obviously the focus 199 00:05:59,110 --> 00:06:00,190 that I had. So what 200 00:06:01,620 --> 00:06:03,780 this slide illustrates the larger 201 00:06:03,780 --> 00:06:05,320 footprint that we have for 202 00:06:05,320 --> 00:06:08,020 Coke Global Services that we 203 00:06:08,020 --> 00:06:10,690 provide to our customers to 204 00:06:10,690 --> 00:06:13,210 contact service contact center capability. 205 00:06:13,990 --> 00:06:15,100 These are some of the 206 00:06:15,720 --> 00:06:18,200 sister companies that we support 207 00:06:18,200 --> 00:06:19,550 in that effort. The next 208 00:06:19,550 --> 00:06:20,490 slide is the one that 209 00:06:20,680 --> 00:06:22,530 illustrates the actual project that 210 00:06:23,260 --> 00:06:24,650 Julie and I had worked on, 211 00:06:25,930 --> 00:06:27,570 and what we were doing 212 00:06:27,570 --> 00:06:29,360 with this piece of that 213 00:06:29,360 --> 00:06:33,110 larger project was consolidating two... 214 00:06:33,770 --> 00:06:35,060 up to that point, consolidating 215 00:06:35,060 --> 00:06:37,020 two separate workflows, one being 216 00:06:37,020 --> 00:06:38,220 HR and one being IT. 217 00:06:39,710 --> 00:06:42,840 Traditional inbound contact centers, pretty 218 00:06:42,840 --> 00:06:46,390 standard stuff. The HR... excuse 219 00:06:46,390 --> 00:06:47,740 me, the IT portion of 220 00:06:47,740 --> 00:06:49,230 that was already semi global. 221 00:06:49,230 --> 00:06:50,930 We had offices in Singapore 222 00:06:50,930 --> 00:06:53,100 and China, and as part 223 00:06:53,100 --> 00:06:54,510 of this project, we opened 224 00:06:54,520 --> 00:06:56,780 up three new offices all at 225 00:06:56,810 --> 00:06:58,340 the same time migrating them 226 00:06:58,420 --> 00:07:01,470 onto Pure Cloud, which I 227 00:07:01,470 --> 00:07:02,960 guess is now Genesys Cloud. 228 00:07:03,720 --> 00:07:04,880 So there was quite a 229 00:07:04,880 --> 00:07:07,260 bit of change going on 230 00:07:07,730 --> 00:07:08,440 as we went through that. 231 00:07:11,200 --> 00:07:12,600 With that change, what was one of the things 232 00:07:13,320 --> 00:07:14,570 that made change easier for 233 00:07:14,570 --> 00:07:19,600 your organization regarding technology? Well 234 00:07:19,600 --> 00:07:23,410 like Julie mentioned, having high 235 00:07:23,410 --> 00:07:25,230 level adoption, having a strategy 236 00:07:25,230 --> 00:07:28,970 that we were performing under... 237 00:07:30,240 --> 00:07:31,650 really helped us out there. 238 00:07:31,830 --> 00:07:33,360 Having that buy in from 239 00:07:33,360 --> 00:07:36,340 a high level that this 240 00:07:36,340 --> 00:07:37,550 is the strategy, this is 241 00:07:37,550 --> 00:07:40,810 what we're doing and understand 242 00:07:40,810 --> 00:07:42,290 that this is part of 243 00:07:42,290 --> 00:07:43,640 a very larger effort. Okay. 244 00:07:44,500 --> 00:07:45,400 So that was a big 245 00:07:45,400 --> 00:07:48,100 piece of it. So were 246 00:07:48,100 --> 00:07:49,750 there any top of mind concerns 247 00:07:49,750 --> 00:07:52,040 coming to the forefront when 248 00:07:52,040 --> 00:07:52,820 you were looking at the 249 00:07:52,820 --> 00:07:58,280 entire migration process? So probably 250 00:07:58,280 --> 00:08:00,060 some of the big concerns, 251 00:08:00,060 --> 00:08:01,050 we had a good grip 252 00:08:01,050 --> 00:08:02,760 on the technology. We had 253 00:08:02,760 --> 00:08:04,240 been using it for quite 254 00:08:04,240 --> 00:08:05,700 some time, well for about 255 00:08:05,700 --> 00:08:06,190 a year and a half 256 00:08:06,190 --> 00:08:09,650 up to this point. The concern 257 00:08:09,650 --> 00:08:11,570 that we had for rolling 258 00:08:11,570 --> 00:08:12,440 it out was probably more 259 00:08:12,440 --> 00:08:13,660 of a bottom up concern, 260 00:08:13,660 --> 00:08:15,900 which was the training aspect 261 00:08:15,900 --> 00:08:18,060 in getting the users comfortable 262 00:08:18,060 --> 00:08:19,320 with the application. Some of 263 00:08:19,320 --> 00:08:21,340 them were coming from well 264 00:08:21,340 --> 00:08:23,120 known or well understood platforms 265 00:08:23,120 --> 00:08:24,100 that they really liked and 266 00:08:24,100 --> 00:08:26,730 had a good comfort... sense 267 00:08:26,730 --> 00:08:28,890 of comfort around, and so 268 00:08:28,890 --> 00:08:30,600 in order to address that, 269 00:08:30,600 --> 00:08:32,590 we adopted a train to 270 00:08:32,590 --> 00:08:36,460 trainer mentality. Where we worked, 271 00:08:36,460 --> 00:08:37,420 Julie and I and then the 272 00:08:37,420 --> 00:08:38,870 rest of the project worked 273 00:08:38,870 --> 00:08:40,160 with what we called early 274 00:08:40,160 --> 00:08:42,560 adopters or power users. We 275 00:08:42,570 --> 00:08:43,760 got them into the platform 276 00:08:43,760 --> 00:08:45,130 early, we trained them, we 277 00:08:45,940 --> 00:08:46,920 got them to feel good 278 00:08:46,920 --> 00:08:48,270 about it so that they could 279 00:08:48,270 --> 00:08:50,370 then go back to their 280 00:08:50,370 --> 00:08:52,250 teams and be the people 281 00:08:52,250 --> 00:08:54,580 that really represented back to 282 00:08:54,580 --> 00:09:00,130 the end users. Part of this was that your technical change was because 283 00:09:00,510 --> 00:09:02,900 the system was aging and 284 00:09:02,900 --> 00:09:04,300 moving towards end of life 285 00:09:04,300 --> 00:09:05,700 support, so that's part of 286 00:09:05,700 --> 00:09:06,670 why you needed to make 287 00:09:06,670 --> 00:09:10,330 the change, correct? Yes. Correct. 288 00:09:10,330 --> 00:09:12,500 We had as an organization 289 00:09:12,500 --> 00:09:13,370 at a very high level 290 00:09:13,490 --> 00:09:15,310 had adopted a cloud first 291 00:09:15,740 --> 00:09:17,920 strategy, just across all IT 292 00:09:17,920 --> 00:09:19,350 services, all IT delivery and 293 00:09:19,560 --> 00:09:22,640 this was a piece of that. Okay and Julie, 294 00:09:22,640 --> 00:09:24,110 can you add anything addition 295 00:09:24,110 --> 00:09:24,710 to that, some of the 296 00:09:24,710 --> 00:09:26,720 type of mind concerns that 297 00:09:26,720 --> 00:09:28,610 came when you were moving 298 00:09:28,610 --> 00:09:32,850 forward with this migration? Yeah. 299 00:09:32,850 --> 00:09:35,510 Well number one, it's global 300 00:09:35,510 --> 00:09:37,700 change, right? So we had 301 00:09:37,700 --> 00:09:39,100 languages that we needed to 302 00:09:39,100 --> 00:09:42,710 verse across and so that 303 00:09:42,710 --> 00:09:45,210 made it particularly difficult was 304 00:09:45,770 --> 00:09:49,820 that language barrier. Okay. Anything 305 00:09:49,820 --> 00:09:51,690 else? is funny that Julie 306 00:09:51,690 --> 00:09:54,130 mentioned that because initially, I 307 00:09:54,130 --> 00:09:54,960 didn't see that as a 308 00:09:54,960 --> 00:09:56,110 concern. I didn't know enough 309 00:09:56,110 --> 00:09:57,170 about it to be concerned 310 00:09:57,170 --> 00:09:59,000 it at the time, and 311 00:09:59,000 --> 00:10:00,370 then as we started getting 312 00:10:00,370 --> 00:10:02,140 into it, then it became 313 00:10:02,140 --> 00:10:03,480 apparent that" Hey, this is 314 00:10:04,320 --> 00:10:04,670 a little bit of a 315 00:10:04,670 --> 00:10:05,680 new way to deliver this 316 00:10:05,680 --> 00:10:07,850 service." It wasn't a concern 317 00:10:07,850 --> 00:10:10,140 so much as it... it 318 00:10:10,140 --> 00:10:12,210 definitely registered as a nice 319 00:10:12,210 --> 00:10:15,820 little challenge. All right, well 320 00:10:15,820 --> 00:10:17,490 thank you on that. So 321 00:10:17,490 --> 00:10:19,680 now that we discussed what changes 322 00:10:19,680 --> 00:10:22,180 and challenges that you initially 323 00:10:22,180 --> 00:10:24,780 begin to face, we heard 324 00:10:24,780 --> 00:10:26,120 from you that we learn 325 00:10:26,120 --> 00:10:27,800 that everybody responds to change 326 00:10:27,800 --> 00:10:30,190 differently. This may range from 327 00:10:30,190 --> 00:10:31,690 those that welcome change and 328 00:10:31,690 --> 00:10:33,710 embrace something new, or those 329 00:10:33,710 --> 00:10:35,360 that will remain steadfast and 330 00:10:35,360 --> 00:10:37,510 preserve the status quo. So 331 00:10:37,550 --> 00:10:39,130 Laurie, I'd just like to 332 00:10:39,130 --> 00:10:40,640 get some insight from you 333 00:10:40,640 --> 00:10:42,390 as to what you're seeing 334 00:10:42,390 --> 00:10:43,530 with your clients who are 335 00:10:43,530 --> 00:10:45,270 facing change from a contact 336 00:10:45,270 --> 00:10:47,140 center, and really how do 337 00:10:47,140 --> 00:10:48,610 you go about getting that 338 00:10:50,470 --> 00:10:52,260 and methodology? So let me 339 00:10:52,260 --> 00:10:53,540 go ahead and push forward 340 00:10:53,670 --> 00:10:56,310 the slide to you. Yeah, 341 00:10:56,310 --> 00:10:57,460 and actually why don't you 342 00:10:57,460 --> 00:10:58,210 go to the next one? 343 00:10:58,710 --> 00:11:00,140 I'll talk about it from 344 00:11:00,140 --> 00:11:02,140 a little bit of various 345 00:11:02,140 --> 00:11:05,460 project but it's interesting when 346 00:11:05,460 --> 00:11:06,680 you say that about people 347 00:11:06,880 --> 00:11:07,840 embrace change. One of my 348 00:11:07,840 --> 00:11:10,690 favorite change management jokes, if 349 00:11:10,690 --> 00:11:11,340 you can call that a 350 00:11:11,340 --> 00:11:12,950 category of jokes is the 351 00:11:12,950 --> 00:11:14,350 only people who like change 352 00:11:14,350 --> 00:11:15,980 are wet babies and panhandlers. 353 00:11:19,430 --> 00:11:20,450 I use that all the 354 00:11:20,450 --> 00:11:22,210 time because even when people 355 00:11:22,210 --> 00:11:24,500 say they like change, what 356 00:11:24,500 --> 00:11:25,470 the reality is, is people 357 00:11:25,470 --> 00:11:26,340 like change when they're in 358 00:11:26,340 --> 00:11:27,720 control of it, right? They 359 00:11:27,720 --> 00:11:29,870 don't like change that... to 360 00:11:29,870 --> 00:11:31,700 them. They like changes that 361 00:11:31,700 --> 00:11:32,880 they decide to make and 362 00:11:32,880 --> 00:11:33,980 feel like, " Hey, I'm in 363 00:11:33,980 --> 00:11:35,210 charge of this thing." Right? 364 00:11:36,290 --> 00:11:38,180 So it's good listening to 365 00:11:39,110 --> 00:11:40,580 what Coke did and thinking 366 00:11:40,580 --> 00:11:42,010 about... I chuckle with the 367 00:11:42,010 --> 00:11:43,810 global footprint of what Dean 368 00:11:43,810 --> 00:11:45,260 put up with the graphic 369 00:11:45,260 --> 00:11:46,470 there, and talking about the 370 00:11:46,470 --> 00:11:47,610 language thing. There's all kinds 371 00:11:47,610 --> 00:11:48,770 of culture, right? It's easy 372 00:11:48,770 --> 00:11:49,990 to look at global and 373 00:11:49,990 --> 00:11:51,470 say, " Well there's cultural differences." 374 00:11:51,470 --> 00:11:52,540 But even within a given 375 00:11:52,540 --> 00:11:53,840 company, I mean different sites 376 00:11:53,840 --> 00:11:55,860 could have cultural differences. Your 377 00:11:55,860 --> 00:11:57,470 contact center could have cultural 378 00:11:57,470 --> 00:11:59,700 differences compared to your back 379 00:11:59,700 --> 00:12:02,040 office for example, and then 380 00:12:02,320 --> 00:12:04,130 you mentioned the different people 381 00:12:04,130 --> 00:12:06,530 impacted, the users, the people 382 00:12:06,870 --> 00:12:08,190 that have a phone or 383 00:12:08,190 --> 00:12:10,810 have a particular desktop interface 384 00:12:11,090 --> 00:12:12,520 versus the IT people, who 385 00:12:12,520 --> 00:12:15,090 have certain roles and responsibilities. 386 00:12:16,450 --> 00:12:18,480 Then management that might have 387 00:12:18,480 --> 00:12:20,170 a perspective that's a little 388 00:12:20,170 --> 00:12:21,500 bit oblivious to how important 389 00:12:21,500 --> 00:12:23,230 these processes and technology are 390 00:12:23,230 --> 00:12:25,250 to individuals and groups. So 391 00:12:25,250 --> 00:12:26,110 I think when you're looking 392 00:12:26,110 --> 00:12:27,620 at the challenge of change, 393 00:12:27,620 --> 00:12:28,990 and the opportunity with new 394 00:12:29,190 --> 00:12:31,810 projects, cloud for example is 395 00:12:31,810 --> 00:12:33,560 to understand all that and 396 00:12:33,590 --> 00:12:34,790 even when people say, " Oh, 397 00:12:34,790 --> 00:12:36,100 we're excited about this new 398 00:12:36,160 --> 00:12:37,960 system." Recognize that everybody's going 399 00:12:37,960 --> 00:12:38,700 to look at it a little 400 00:12:38,700 --> 00:12:40,190 differently and have a little 401 00:12:40,190 --> 00:12:41,930 bit different set up reactions, 402 00:12:42,190 --> 00:12:44,260 maybe fears in that. So 403 00:12:44,260 --> 00:12:45,870 this slide, I just throw 404 00:12:45,870 --> 00:12:47,870 some ideas out there and 405 00:12:47,870 --> 00:12:48,730 the first one is just 406 00:12:48,730 --> 00:12:50,030 the cloud, moving to the 407 00:12:50,030 --> 00:12:50,930 cloud in general and of 408 00:12:50,930 --> 00:12:52,280 course, we'll talk more about a lot of 409 00:12:52,850 --> 00:12:53,650 people have done that on 410 00:12:53,650 --> 00:12:55,050 the fly here with the 411 00:12:55,050 --> 00:12:56,970 virus impacts, but people were 412 00:12:57,820 --> 00:12:59,640 resistant in some cases and 413 00:12:59,640 --> 00:13:00,990 this is a push forward 414 00:13:01,210 --> 00:13:02,690 and changes IT's roles and 415 00:13:02,690 --> 00:13:04,780 responsibilities, and how people interact 416 00:13:04,780 --> 00:13:06,480 with a vendor. What the 417 00:13:06,480 --> 00:13:08,580 users can do themselves versus 418 00:13:08,620 --> 00:13:10,590 what the IT people do. 419 00:13:11,530 --> 00:13:13,580 Then the other ones are examples and everybody 420 00:13:13,580 --> 00:13:14,470 can think about... this is 421 00:13:14,810 --> 00:13:16,140 a trigger for the people 422 00:13:16,680 --> 00:13:17,470 that are listening to the 423 00:13:17,470 --> 00:13:18,800 Webcast to think about the 424 00:13:18,800 --> 00:13:19,970 kinds of changes you make 425 00:13:19,970 --> 00:13:21,210 and how those impact people. 426 00:13:21,570 --> 00:13:23,080 Like I said, a changing a 427 00:13:23,080 --> 00:13:24,680 phone or changing a desktop 428 00:13:24,680 --> 00:13:28,490 interface, a new workforce management 429 00:13:28,490 --> 00:13:30,500 tool, or quality monitoring that's 430 00:13:30,500 --> 00:13:31,670 going to be used differently. 431 00:13:31,670 --> 00:13:33,130 The tools different and oh 432 00:13:33,130 --> 00:13:34,070 my gosh, what are they 433 00:13:34,070 --> 00:13:34,810 going to do with it, 434 00:13:34,810 --> 00:13:36,990 right? So this is a 435 00:13:36,990 --> 00:13:38,170 starter to think about what 436 00:13:38,170 --> 00:13:39,040 are the risks if you 437 00:13:39,040 --> 00:13:41,030 don't do change management and 438 00:13:41,030 --> 00:13:43,000 bring people along? Versus if 439 00:13:43,000 --> 00:13:44,120 you put change management in 440 00:13:44,120 --> 00:13:45,780 place, which ultimately, the goal 441 00:13:45,780 --> 00:13:47,020 is to get people to 442 00:13:47,020 --> 00:13:49,330 embrace it, hopefully be advocates 443 00:13:49,330 --> 00:13:50,730 of it and not have 444 00:13:50,730 --> 00:13:51,950 them be... I used the 445 00:13:51,950 --> 00:13:55,180 word saboteurs, somebody that resists- 446 00:13:55,180 --> 00:13:57,250 I saw that. Yeah. As 447 00:13:57,250 --> 00:13:59,300 a result, impacts other people's 448 00:13:59,400 --> 00:14:01,150 ideas about a change, right? 449 00:14:01,150 --> 00:14:02,140 We want to create change 450 00:14:02,140 --> 00:14:04,790 advocates and not people that 451 00:14:04,790 --> 00:14:05,880 are going to put up 452 00:14:05,880 --> 00:14:06,960 their own barriers and by 453 00:14:06,960 --> 00:14:09,400 doing that, might actually impact 454 00:14:09,400 --> 00:14:10,550 other people. So I hope 455 00:14:10,550 --> 00:14:11,560 this table works, is something 456 00:14:11,600 --> 00:14:13,510 that triggers people thinking about 457 00:14:14,070 --> 00:14:15,160 the different things that do 458 00:14:15,160 --> 00:14:17,080 impact individuals and groups as 459 00:14:17,080 --> 00:14:18,360 they change with new systems 460 00:14:18,360 --> 00:14:22,550 and capabilities. Okay great. So 461 00:14:22,550 --> 00:14:24,280 Julie, I want to kick 462 00:14:24,290 --> 00:14:25,730 things off with you, but 463 00:14:25,940 --> 00:14:27,430 everybody has their own best 464 00:14:27,430 --> 00:14:28,490 practice and one of the 465 00:14:28,490 --> 00:14:29,560 things I think all of 466 00:14:29,560 --> 00:14:30,930 us can agree from our 467 00:14:30,930 --> 00:14:33,480 experience in change management is 468 00:14:33,480 --> 00:14:35,280 their... it's not one size 469 00:14:35,280 --> 00:14:36,490 fits all. There is not 470 00:14:36,490 --> 00:14:38,370 one approach or one methodology 471 00:14:38,370 --> 00:14:39,810 that is the best, but 472 00:14:39,810 --> 00:14:40,850 you really need to look 473 00:14:40,850 --> 00:14:41,900 at what is best for 474 00:14:41,900 --> 00:14:44,160 you and your organization? So 475 00:14:44,160 --> 00:14:46,870 Julie, I'll move to this 476 00:14:46,870 --> 00:14:47,970 slide I believe is what 477 00:14:47,970 --> 00:14:48,880 you want me to cover. 478 00:14:48,900 --> 00:14:51,700 Yeah. Hear from you as 479 00:14:51,700 --> 00:14:53,310 to what was the best 480 00:14:53,310 --> 00:14:55,290 approaches and practices for you and 481 00:14:55,450 --> 00:14:57,560 your organization to manage and 482 00:14:57,560 --> 00:15:01,490 adopt change. Right. Well part 483 00:15:01,490 --> 00:15:02,890 of our change and Dean 484 00:15:02,890 --> 00:15:04,380 alluded to this, was it 485 00:15:04,380 --> 00:15:05,730 was part of a large 486 00:15:05,730 --> 00:15:07,330 enterprise initiative and it was 487 00:15:07,330 --> 00:15:10,900 across... it affected every employee, 488 00:15:10,900 --> 00:15:12,070 and so as part of 489 00:15:12,070 --> 00:15:13,420 it, it was a little 490 00:15:13,420 --> 00:15:15,200 bit of packaged up within 491 00:15:15,200 --> 00:15:17,500 that big enterprise change. But 492 00:15:17,500 --> 00:15:19,460 within that big enterprise change 493 00:15:19,460 --> 00:15:21,310 from an awareness perspective, we 494 00:15:21,310 --> 00:15:22,880 created what we call change 495 00:15:22,880 --> 00:15:25,530 network leads. So across all 496 00:15:25,530 --> 00:15:26,660 our different companies and our 497 00:15:26,660 --> 00:15:29,530 organizations, we created a lead 498 00:15:29,530 --> 00:15:32,110 person that, that was a 499 00:15:32,110 --> 00:15:33,230 role, right? Was to be 500 00:15:33,230 --> 00:15:35,500 the change advocate, so they 501 00:15:35,500 --> 00:15:36,930 would... we would communicate with 502 00:15:36,930 --> 00:15:37,660 them and then they would 503 00:15:37,660 --> 00:15:39,970 go back to their folks 504 00:15:40,110 --> 00:15:41,370 at their company and they 505 00:15:41,370 --> 00:15:43,450 would be able to inform 506 00:15:43,450 --> 00:15:44,530 their people about where the 507 00:15:44,530 --> 00:15:46,440 project was at, and then 508 00:15:46,440 --> 00:15:48,250 they would advocate the changes 509 00:15:48,250 --> 00:15:49,800 that were happening. So that 510 00:15:49,800 --> 00:15:51,800 was very helpful throughout the 511 00:15:51,800 --> 00:15:57,350 project. And the model that 512 00:15:57,350 --> 00:15:58,830 you displayed right now, is 513 00:15:58,830 --> 00:15:59,980 that a method that you 514 00:15:59,980 --> 00:16:04,440 used? Yeah. I would say 515 00:16:04,550 --> 00:16:06,440 we don't maybe use it 516 00:16:06,550 --> 00:16:08,730 formally. Maybe more- Right. We 517 00:16:08,730 --> 00:16:10,470 think about it when we use project 518 00:16:10,470 --> 00:16:13,760 management more informally, but definitely 519 00:16:14,190 --> 00:16:15,230 as I thought through this 520 00:16:15,230 --> 00:16:17,940 project, it does fall into 521 00:16:17,940 --> 00:16:22,180 the same model. Okay. And 522 00:16:22,180 --> 00:16:23,670 I would say one of 523 00:16:23,670 --> 00:16:25,120 the most important things back 524 00:16:25,120 --> 00:16:26,880 on the other slide and 525 00:16:27,400 --> 00:16:28,900 following up to what Laurie 526 00:16:28,900 --> 00:16:30,480 said is that I think 527 00:16:30,480 --> 00:16:32,130 the reinforcement piece of it 528 00:16:32,460 --> 00:16:33,520 at the end of that 529 00:16:33,520 --> 00:16:35,890 change is really important. It's 530 00:16:35,890 --> 00:16:37,860 just having those open lines 531 00:16:37,860 --> 00:16:39,590 of communication for folks to 532 00:16:40,830 --> 00:16:43,290 continue to adapt to the 533 00:16:43,290 --> 00:16:46,140 changes that have happened. Okay. 534 00:16:47,150 --> 00:16:48,070 You guys had shared with 535 00:16:48,070 --> 00:16:49,050 me when we were prepping 536 00:16:49,050 --> 00:16:50,590 for this, and I think 537 00:16:50,590 --> 00:16:52,410 you just mentioned it Laurie, 538 00:16:52,670 --> 00:16:54,440 but Dean, you mentioned the 539 00:16:54,440 --> 00:16:56,110 train the trainer model that was 540 00:16:56,110 --> 00:16:58,620 very successful in managing change. 541 00:16:59,060 --> 00:17:01,440 Then Julie, your change advocates, 542 00:17:01,440 --> 00:17:03,050 were those the power users 543 00:17:03,050 --> 00:17:04,160 that you were mentioning to 544 00:17:04,160 --> 00:17:08,260 us earlier? No, so we 545 00:17:08,260 --> 00:17:09,220 had talked about training the 546 00:17:09,220 --> 00:17:10,640 trainer and that was more 547 00:17:10,640 --> 00:17:12,990 specific to the support centers. 548 00:17:13,800 --> 00:17:15,630 So we trained... we picked 549 00:17:15,630 --> 00:17:17,420 out a subject matter expert 550 00:17:17,420 --> 00:17:18,640 at the support centers and 551 00:17:18,640 --> 00:17:19,720 then train them, so that 552 00:17:19,720 --> 00:17:20,820 they can then in turn go 553 00:17:20,820 --> 00:17:25,690 train their support team, but 554 00:17:25,690 --> 00:17:26,850 they were not the same as 555 00:17:26,850 --> 00:17:29,700 the change network leaders. Okay. 556 00:17:31,280 --> 00:17:32,340 It was funny when Laurie 557 00:17:32,340 --> 00:17:33,370 mentioned, I was thinking about 558 00:17:33,370 --> 00:17:35,690 that I visualize those people 559 00:17:35,690 --> 00:17:37,220 as change advocates because they 560 00:17:37,220 --> 00:17:38,890 represented the application back to the people 561 00:17:38,890 --> 00:17:40,080 I was most concerned with, 562 00:17:40,800 --> 00:17:42,190 but I think from the 563 00:17:42,210 --> 00:17:43,960 change management perspective, it was 564 00:17:44,190 --> 00:17:46,700 really more the change leads 565 00:17:47,350 --> 00:17:48,280 that you were talking about 566 00:17:48,300 --> 00:17:50,690 Julie. So essentially there were 567 00:17:50,690 --> 00:17:52,150 two different dynamics going on 568 00:17:52,150 --> 00:17:55,660 there. Okay, and Dean, you've 569 00:17:55,660 --> 00:17:57,310 been very passionate about expressing 570 00:17:57,310 --> 00:17:58,880 that a good project management is important in 571 00:17:59,930 --> 00:18:02,070 the overall change management strategy, 572 00:18:02,070 --> 00:18:03,120 as well as the migration. 573 00:18:03,120 --> 00:18:04,710 Could you speak to that? 574 00:18:07,330 --> 00:18:08,750 Yeah. It's important. Having a 575 00:18:08,750 --> 00:18:10,850 good project manager is important, 576 00:18:12,320 --> 00:18:13,500 and it's... we talk about 577 00:18:13,500 --> 00:18:14,920 this a lot and it's 578 00:18:14,920 --> 00:18:15,940 one of those things that 579 00:18:15,940 --> 00:18:18,900 I struggle with defining what 580 00:18:18,900 --> 00:18:20,920 exactly good project management is 581 00:18:20,920 --> 00:18:23,330 and it's definitely one of those things when 582 00:18:23,330 --> 00:18:25,140 you see it. But I 583 00:18:25,170 --> 00:18:28,000 think to the extent that 584 00:18:28,140 --> 00:18:30,680 individual contributors within a project 585 00:18:30,680 --> 00:18:32,130 can focus on their deliverables 586 00:18:32,170 --> 00:18:34,500 and their tasks and not 587 00:18:34,500 --> 00:18:35,350 really have to worry so 588 00:18:35,350 --> 00:18:36,520 much about what everybody else 589 00:18:36,520 --> 00:18:38,350 is doing, and not have 590 00:18:38,350 --> 00:18:39,210 to think about those other 591 00:18:39,210 --> 00:18:40,260 things. They can just stay 592 00:18:40,260 --> 00:18:42,230 on target and do their 593 00:18:42,230 --> 00:18:44,930 thing. We really had that 594 00:18:44,990 --> 00:18:46,540 luxury in this project, and 595 00:18:46,960 --> 00:18:50,340 when you're dealing with a complex environment, 596 00:18:51,080 --> 00:18:53,530 a complex transition, it's nice 597 00:18:53,800 --> 00:18:54,540 for me if you're in 598 00:18:54,540 --> 00:18:56,140 a technical role to not 599 00:18:56,140 --> 00:18:57,510 have to worry about the 600 00:18:57,510 --> 00:19:00,240 soft aspects dealing with customers 601 00:19:00,240 --> 00:19:03,190 that are not really liking 602 00:19:03,190 --> 00:19:05,370 what they're having to go through. So- 603 00:19:05,370 --> 00:19:07,650 Yeah, we're good. This change 604 00:19:07,650 --> 00:19:09,620 is a result of having 605 00:19:09,620 --> 00:19:12,190 good technology and a good champion to tie 606 00:19:12,190 --> 00:19:14,610 into your project management. So 607 00:19:14,610 --> 00:19:16,240 you've spoken to us about 608 00:19:16,240 --> 00:19:17,390 it's a bigger picture than 609 00:19:17,390 --> 00:19:18,970 that, and that vision and 610 00:19:19,040 --> 00:19:20,880 that liaison and that partnership 611 00:19:20,880 --> 00:19:22,480 is really important. So could 612 00:19:22,480 --> 00:19:23,470 you elaborate a little bit 613 00:19:23,470 --> 00:19:26,310 more on the technology champion 614 00:19:26,310 --> 00:19:27,700 and partnership that you were 615 00:19:28,030 --> 00:19:29,610 looking to make sure moves 616 00:19:29,610 --> 00:19:30,860 you forward with what you're 617 00:19:30,860 --> 00:19:34,750 trying to achieve? Yeah. It 618 00:19:34,750 --> 00:19:35,770 worked well. That happened in 619 00:19:35,770 --> 00:19:37,410 real time when we had 620 00:19:37,410 --> 00:19:39,480 selected Genesys to partner with 621 00:19:39,480 --> 00:19:42,580 on this. In terms of 622 00:19:42,630 --> 00:19:44,210 this being our primary platform, 623 00:19:45,490 --> 00:19:46,740 this project wasn't in scope 624 00:19:46,740 --> 00:19:48,290 yet. I was generally aware 625 00:19:48,290 --> 00:19:50,200 that there was some capabilities 626 00:19:50,200 --> 00:19:51,110 we'd be able to leverage, 627 00:19:51,110 --> 00:19:53,280 but it didn't really crystallize 628 00:19:53,440 --> 00:19:55,520 until the requirements for the 629 00:19:55,520 --> 00:19:58,790 project popped up. So that 630 00:19:58,790 --> 00:20:00,010 forced us or gave us 631 00:20:00,010 --> 00:20:03,410 the opportunity to give our 632 00:20:03,700 --> 00:20:05,040 customers some options on how 633 00:20:05,040 --> 00:20:07,310 they managed their workflows and 634 00:20:07,310 --> 00:20:10,190 how we interacted with the 635 00:20:10,190 --> 00:20:12,670 application and going the speech 636 00:20:12,970 --> 00:20:14,140 piece and the language piece 637 00:20:14,140 --> 00:20:15,310 was a big component of 638 00:20:15,310 --> 00:20:18,170 that. We shifted from using 639 00:20:18,470 --> 00:20:19,930 traditional white files and audio 640 00:20:19,930 --> 00:20:21,840 files, which worked very well 641 00:20:21,840 --> 00:20:24,140 for quite a while and we 642 00:20:24,160 --> 00:20:25,740 shifted into more of a 643 00:20:25,740 --> 00:20:27,970 text to speech capability of 644 00:20:27,970 --> 00:20:29,550 multiple language text to speech 645 00:20:29,550 --> 00:20:33,940 capability, which that was interesting. 646 00:20:34,360 --> 00:20:35,220 A lot of people learned 647 00:20:35,220 --> 00:20:36,100 a lot of things about 648 00:20:37,020 --> 00:20:40,140 other languages. It allowed us 649 00:20:40,310 --> 00:20:46,820 to use some capabilities of PureCloud 650 00:20:47,740 --> 00:20:48,570 to pretty good effect, so it was nice. Okay, and the last piece because it's one 651 00:20:48,570 --> 00:20:50,880 of my favorites on how 652 00:20:50,880 --> 00:20:54,170 before we get to Laurie 653 00:20:54,220 --> 00:20:56,440 is Julie, and you mentioned 654 00:20:56,440 --> 00:20:58,290 earlier the reinforcement and the 655 00:20:58,290 --> 00:20:59,820 creative ideas, so could you 656 00:20:59,820 --> 00:21:01,360 explain how you were leveraging 657 00:21:02,300 --> 00:21:02,950 and some of the other 658 00:21:02,950 --> 00:21:05,640 creative ideas to help reinforce 659 00:21:06,100 --> 00:21:09,240 adopting change? Sure, so we 660 00:21:09,240 --> 00:21:10,520 set up a team site, 661 00:21:10,520 --> 00:21:12,330 or I should say the 662 00:21:12,330 --> 00:21:15,470 tech... the telephony team set 663 00:21:15,470 --> 00:21:17,000 up a team site and 664 00:21:17,000 --> 00:21:18,170 we use that team site 665 00:21:18,170 --> 00:21:19,050 for people to be able 666 00:21:19,050 --> 00:21:20,710 to ask questions all throughout 667 00:21:20,710 --> 00:21:22,420 the project. We tried to 668 00:21:22,420 --> 00:21:23,270 get away from all the 669 00:21:23,270 --> 00:21:26,550 emails flooding our box and 670 00:21:26,550 --> 00:21:27,830 rather have them ask the 671 00:21:27,830 --> 00:21:29,400 questions directly in there and 672 00:21:29,400 --> 00:21:31,970 we created global groups within 673 00:21:31,970 --> 00:21:33,390 the team site. So we 674 00:21:33,390 --> 00:21:35,320 could section it off a 675 00:21:35,320 --> 00:21:37,010 little bit, but... so they're 676 00:21:37,020 --> 00:21:38,080 able to come in there 677 00:21:38,080 --> 00:21:39,310 and ask questions of the 678 00:21:39,310 --> 00:21:42,120 team and get support around 679 00:21:42,120 --> 00:21:44,750 the clock. Then also, Dean 680 00:21:44,750 --> 00:21:45,680 has set up a great 681 00:21:45,680 --> 00:21:47,470 Yammer group site so that 682 00:21:48,010 --> 00:21:49,590 ongoing, he could put in 683 00:21:49,590 --> 00:21:50,510 there if there is any 684 00:21:50,510 --> 00:21:52,130 issues or tips and tricks 685 00:21:52,130 --> 00:21:53,270 that come up. He posts 686 00:21:53,270 --> 00:21:54,440 that on the Yammer group 687 00:21:54,440 --> 00:21:56,670 and people can subscribe to that 688 00:21:57,240 --> 00:21:58,770 and watch that. So it's 689 00:21:58,770 --> 00:22:00,980 been a really good way 690 00:22:00,980 --> 00:22:02,950 to handle that change across 691 00:22:02,950 --> 00:22:04,180 the organization and get that 692 00:22:04,180 --> 00:22:07,550 communication out ongoing. And again, 693 00:22:07,550 --> 00:22:09,110 it reinforces that there's not 694 00:22:09,110 --> 00:22:10,910 one methodology, it really is 695 00:22:10,910 --> 00:22:12,080 what fits best in your 696 00:22:12,110 --> 00:22:15,120 organization. So let's talk about 697 00:22:15,120 --> 00:22:15,840 some of the things that 698 00:22:15,840 --> 00:22:16,960 you've seen with the clients 699 00:22:16,960 --> 00:22:18,980 that you support and how 700 00:22:18,980 --> 00:22:21,040 you help them navigate through 701 00:22:21,040 --> 00:22:22,840 change management. So did you 702 00:22:22,840 --> 00:22:23,590 want me to flip to 703 00:22:23,590 --> 00:22:24,550 a slide here, or are 704 00:22:24,550 --> 00:22:27,770 you just going to I 705 00:22:27,770 --> 00:22:29,020 think it'll nicely tie in 706 00:22:29,020 --> 00:22:30,170 some of the things that 707 00:22:30,500 --> 00:22:31,910 Julie and Dean are pointing 708 00:22:31,910 --> 00:22:36,340 out here. So the project 709 00:22:36,340 --> 00:22:38,460 management methodology along with the change 710 00:22:38,460 --> 00:22:40,360 management methodology kind of working 711 00:22:40,360 --> 00:22:41,600 hand in hand, right? Whether 712 00:22:42,320 --> 00:22:44,420 it's a formal methodology, so 713 00:22:44,770 --> 00:22:46,810 refer to ADKAR from Prosci 714 00:22:47,120 --> 00:22:48,320 and that's where I was 715 00:22:48,800 --> 00:22:51,210 trained and the ADKAR for anyone 716 00:22:51,210 --> 00:22:52,900 that's not familiar is awareness, 717 00:22:52,900 --> 00:22:55,340 desire, knowledge, ability and reinforcement. 718 00:22:55,340 --> 00:22:56,600 And as Julie's chart showed, 719 00:22:56,600 --> 00:22:57,730 it gives you a structure 720 00:22:57,730 --> 00:22:59,370 for thinking about how individuals 721 00:22:59,370 --> 00:23:01,140 change and therefore how an 722 00:23:01,140 --> 00:23:03,480 organization might change. The other 723 00:23:03,480 --> 00:23:05,330 thing that I like about 724 00:23:05,330 --> 00:23:07,670 that concept of how Prosci 725 00:23:07,670 --> 00:23:09,300 teaches it and again, other 726 00:23:09,300 --> 00:23:10,860 methodologies are very similar, but 727 00:23:10,860 --> 00:23:11,610 that's just the one I 728 00:23:11,610 --> 00:23:13,060 know and have written about 729 00:23:13,060 --> 00:23:15,830 and everything, but back on 730 00:23:15,830 --> 00:23:17,760 slide A is that it 731 00:23:17,760 --> 00:23:19,470 aligns with a project management 732 00:23:19,470 --> 00:23:20,940 methodology in the sense of 733 00:23:20,940 --> 00:23:22,560 starting early, right? So you 734 00:23:22,560 --> 00:23:23,960 see the preparing for it, 735 00:23:23,960 --> 00:23:25,510 that's getting the right resources 736 00:23:25,510 --> 00:23:26,910 lined up and building out 737 00:23:26,910 --> 00:23:28,140 plans and thinking about all 738 00:23:28,140 --> 00:23:30,350 the different elements. Managing the 739 00:23:30,350 --> 00:23:32,360 change as you're actually planning 740 00:23:32,360 --> 00:23:34,460 and implementing and then reinforcing 741 00:23:34,460 --> 00:23:36,070 the Yammer and teams groups 742 00:23:36,070 --> 00:23:39,840 being good examples. Metrics, celebrations, 743 00:23:39,840 --> 00:23:40,840 all kinds of things come 744 00:23:40,840 --> 00:23:42,710 into play there, right? So 745 00:23:42,710 --> 00:23:44,530 whatever methodology someone uses, the 746 00:23:44,530 --> 00:23:46,410 principals can be very similar 747 00:23:46,410 --> 00:23:49,200 and I always emphasize to 748 00:23:49,480 --> 00:23:50,940 our clients that even if 749 00:23:50,940 --> 00:23:52,060 you don't go to some 750 00:23:52,060 --> 00:23:53,370 kind of formal methodology, and 751 00:23:53,370 --> 00:23:55,410 again project management's similar. Not 752 00:23:55,410 --> 00:23:56,760 everybody runs a project with 753 00:23:56,760 --> 00:23:59,480 a certified PMP, right? But 754 00:23:59,480 --> 00:24:01,220 if you apply the principles 755 00:24:01,360 --> 00:24:02,700 that go with PMP, just 756 00:24:02,700 --> 00:24:04,050 like you do with change 757 00:24:04,050 --> 00:24:06,270 management of doing it throughout 758 00:24:06,270 --> 00:24:08,760 the project, having multiple elements 759 00:24:08,760 --> 00:24:10,020 to it, that includes more 760 00:24:10,020 --> 00:24:10,930 than just" Hey, I'm going 761 00:24:11,050 --> 00:24:12,020 to train you before we 762 00:24:12,020 --> 00:24:14,420 go live next week." Or 763 00:24:14,420 --> 00:24:15,450 an email that comes out 764 00:24:15,450 --> 00:24:16,140 and says, " Hey, we're getting 765 00:24:16,140 --> 00:24:17,680 this new system and be 766 00:24:17,680 --> 00:24:18,630 aware, you'll get some new 767 00:24:18,640 --> 00:24:20,990 training." No, it's engaging and 768 00:24:20,990 --> 00:24:22,400 they gave great examples getting 769 00:24:22,400 --> 00:24:23,950 people involved early on and 770 00:24:23,950 --> 00:24:24,980 having a say in what 771 00:24:24,980 --> 00:24:27,400 things look like, and helping 772 00:24:27,400 --> 00:24:30,210 people along. Having supervisors help 773 00:24:30,210 --> 00:24:32,250 their direct staff and having 774 00:24:32,250 --> 00:24:34,040 executives. You mentioned the champion, 775 00:24:34,040 --> 00:24:35,430 the sponsorship, these are all 776 00:24:35,430 --> 00:24:36,740 things that are really important 777 00:24:36,740 --> 00:24:37,960 to the success, and they 778 00:24:37,960 --> 00:24:39,510 live throughout the project. They're 779 00:24:39,510 --> 00:24:41,130 not just an event in time, 780 00:24:41,750 --> 00:24:42,850 they're certainly not just an 781 00:24:42,850 --> 00:24:43,730 event right at the cut 782 00:24:43,730 --> 00:24:45,540 over. They start early and 783 00:24:45,540 --> 00:24:48,300 they're continuous throughout the project. 784 00:24:48,300 --> 00:24:51,980 So communication, coaching, managing the 785 00:24:51,980 --> 00:24:53,900 resistance that occurs. You have 786 00:24:53,900 --> 00:24:55,230 to help each individual through 787 00:24:55,240 --> 00:24:56,580 the process, and as you 788 00:24:56,580 --> 00:24:57,890 do, you're bringing... we talked 789 00:24:57,890 --> 00:24:58,770 about the journey and the 790 00:24:58,770 --> 00:25:00,330 guard rails, right? We're bringing 791 00:25:00,330 --> 00:25:01,680 everybody along the journey and 792 00:25:01,680 --> 00:25:02,970 hopefully keeping them within the 793 00:25:03,300 --> 00:25:04,650 guardrails as we get to 794 00:25:05,050 --> 00:25:07,250 that destination, and then have 795 00:25:07,250 --> 00:25:08,130 some fun when we get 796 00:25:08,130 --> 00:25:09,340 there, right? That we're going 797 00:25:09,340 --> 00:25:10,430 to enjoy this new place 798 00:25:10,430 --> 00:25:11,390 we've gotten to and get 799 00:25:11,390 --> 00:25:12,650 the benefits out of it 800 00:25:13,040 --> 00:25:14,040 that help our company, our 801 00:25:14,040 --> 00:25:16,420 customers, our staff. That's really 802 00:25:16,420 --> 00:25:19,130 the goal. Great. All right 803 00:25:19,130 --> 00:25:20,830 and as you were indicating 804 00:25:21,420 --> 00:25:22,770 how we get there and 805 00:25:22,770 --> 00:25:24,340 its real life, so we talked 806 00:25:24,340 --> 00:25:25,750 about the why and the how 807 00:25:25,750 --> 00:25:26,830 and the real life with 808 00:25:26,830 --> 00:25:29,270 the examples of Coke, but 809 00:25:29,320 --> 00:25:30,860 life does get real and 810 00:25:30,860 --> 00:25:32,040 in the midst of the COVID- 811 00:25:32,070 --> 00:25:33,840 19, I thought maybe let's 812 00:25:33,840 --> 00:25:35,500 just speak to a few 813 00:25:35,500 --> 00:25:39,130 points Dean and Laurie, can 814 00:25:39,130 --> 00:25:40,810 you imagine if you didn't 815 00:25:40,810 --> 00:25:42,040 move to the cloud? Some 816 00:25:42,040 --> 00:25:43,210 of the challenges you may 817 00:25:43,210 --> 00:25:45,080 have faced, or what challenges 818 00:25:45,080 --> 00:25:46,520 did you not face in 819 00:25:46,520 --> 00:25:48,070 the midst of COVID, because 820 00:25:48,070 --> 00:25:50,510 you've had the agility of 821 00:25:50,510 --> 00:25:52,010 this new type of solution 822 00:25:52,010 --> 00:25:54,210 you've implemented. So Dean, any 823 00:25:54,210 --> 00:25:57,310 thoughts to share? Well yeah, it would have been 824 00:25:57,960 --> 00:26:00,250 a circus. That's for sure. 825 00:26:00,800 --> 00:26:02,480 The timing of it was 826 00:26:02,910 --> 00:26:05,420 very fortunate for us. Like 827 00:26:05,420 --> 00:26:07,000 we had talked about, this 828 00:26:06,970 --> 00:26:08,140 had been part of a 829 00:26:08,140 --> 00:26:11,140 much larger effort and it 830 00:26:11,140 --> 00:26:13,320 came together pretty nicely. The 831 00:26:14,960 --> 00:26:16,430 outcome of that, the benefit of 832 00:26:16,430 --> 00:26:18,620 that was not just the 833 00:26:18,620 --> 00:26:19,660 basic fact that we could 834 00:26:19,660 --> 00:26:21,500 have all of the resources work 835 00:26:21,500 --> 00:26:22,630 from home, which we did 836 00:26:22,630 --> 00:26:23,700 and we did it globally. 837 00:26:24,080 --> 00:26:27,290 That included China and India 838 00:26:27,290 --> 00:26:29,630 and Poland, that was very 839 00:26:29,630 --> 00:26:31,450 nice. The real outcome for 840 00:26:31,450 --> 00:26:34,690 all that was that my 841 00:26:34,690 --> 00:26:36,520 customer, which in this case 842 00:26:36,520 --> 00:26:38,420 were HR and IT contact 843 00:26:38,420 --> 00:26:39,980 center, service centers, they were 844 00:26:39,980 --> 00:26:41,510 able to serve their customers 845 00:26:41,510 --> 00:26:43,140 who had a whole other 846 00:26:43,140 --> 00:26:44,320 set of issues pop up. 847 00:26:44,970 --> 00:26:46,590 They were able- Serve those customers 848 00:26:46,590 --> 00:26:48,650 and take an increased amount 849 00:26:48,650 --> 00:26:50,600 of volume because of that 850 00:26:50,600 --> 00:26:53,230 situation, and not have to 851 00:26:53,230 --> 00:26:54,280 worry about the tool that 852 00:26:54,280 --> 00:26:55,090 they were using to do 853 00:26:55,090 --> 00:26:57,580 it. It just happened basically 854 00:26:57,580 --> 00:26:59,350 par for the course. They 855 00:26:59,410 --> 00:27:00,830 didn't really have to worry 856 00:27:00,830 --> 00:27:02,030 about it too much and 857 00:27:02,460 --> 00:27:05,830 that was very nice. Good, and Laurie, 858 00:27:05,830 --> 00:27:08,530 given that companies are involved 859 00:27:08,530 --> 00:27:09,900 in migration are already moving 860 00:27:09,900 --> 00:27:11,700 towards a new normal, how 861 00:27:11,700 --> 00:27:14,100 has the COVID situation impacted 862 00:27:14,840 --> 00:27:18,250 your organization and strategy? Yeah, 863 00:27:18,270 --> 00:27:19,670 so I mean we've been... 864 00:27:19,890 --> 00:27:21,870 as consultants, we're helping people 865 00:27:21,870 --> 00:27:23,600 with cloud solutions or deciding 866 00:27:23,600 --> 00:27:24,300 should they go to the 867 00:27:24,300 --> 00:27:25,470 cloud all the time, right? 868 00:27:25,470 --> 00:27:26,390 For years we've been doing 869 00:27:26,390 --> 00:27:29,500 that and there was definitely 870 00:27:29,500 --> 00:27:31,570 lots of momentum, but this 871 00:27:31,570 --> 00:27:33,560 is a breakthrough, right? I 872 00:27:33,560 --> 00:27:35,330 say people that were entrenched 873 00:27:35,330 --> 00:27:36,180 in their bunker of like, " 874 00:27:36,200 --> 00:27:38,160 Oh no, I'm afraid or 875 00:27:38,160 --> 00:27:40,240 it's too expensive over time. I want 876 00:27:40,800 --> 00:27:43,600 have control." Those barriers got 877 00:27:43,600 --> 00:27:45,660 busted pretty fast with COVID. 878 00:27:45,660 --> 00:27:46,690 So a lot of people 879 00:27:46,690 --> 00:27:47,570 were on cloud and they 880 00:27:47,570 --> 00:27:48,630 could take advantage of it 881 00:27:48,900 --> 00:27:51,730 anytime, anywhere model. It's never 882 00:27:51,730 --> 00:27:53,010 been a better time for 883 00:27:53,010 --> 00:27:55,230 that. I wrote an article 884 00:27:55,230 --> 00:27:56,650 recently about resiliency and I 885 00:27:56,650 --> 00:27:58,020 put cloud as my number 886 00:27:58,020 --> 00:28:00,600 one technology enabler, right? It 887 00:28:00,600 --> 00:28:02,520 really helps people and Coke's 888 00:28:02,520 --> 00:28:03,740 example of they were ready 889 00:28:03,740 --> 00:28:04,940 to do that. So I 890 00:28:04,940 --> 00:28:06,650 think it's really taken the 891 00:28:06,650 --> 00:28:09,130 resistant leaders, whether they were 892 00:28:09,560 --> 00:28:10,890 IT or finance or whatever department 893 00:28:11,470 --> 00:28:12,980 they were in, it's been 894 00:28:12,980 --> 00:28:14,060 a breakthrough to say, " Wow, 895 00:28:14,470 --> 00:28:15,190 we got to do this. 896 00:28:15,190 --> 00:28:16,080 We got to make sure 897 00:28:16,080 --> 00:28:17,160 our people are safe." That 898 00:28:17,160 --> 00:28:18,210 could be home agents. It 899 00:28:18,210 --> 00:28:19,790 could... we have clients that 900 00:28:19,790 --> 00:28:21,140 have scattered people in buildings, 901 00:28:21,140 --> 00:28:22,940 right? Back office people work 902 00:28:22,940 --> 00:28:24,610 from home and contact center 903 00:28:24,610 --> 00:28:25,710 people are spread out in 904 00:28:25,710 --> 00:28:27,680 other buildings. There's different models 905 00:28:27,680 --> 00:28:28,650 that people have done to 906 00:28:28,650 --> 00:28:30,000 keep their staff safe. Not 907 00:28:30,000 --> 00:28:31,320 everybody can work from home 908 00:28:31,320 --> 00:28:33,510 easily. Right. So those are 909 00:28:33,970 --> 00:28:35,100 some neat things that we've 910 00:28:35,100 --> 00:28:36,960 seen in terms of the 911 00:28:36,960 --> 00:28:38,900 reaction and the resiliency that 912 00:28:38,900 --> 00:28:41,420 people have. I think we 913 00:28:41,420 --> 00:28:42,680 just need to recognize that 914 00:28:42,680 --> 00:28:44,960 need for agility going forward, 915 00:28:44,960 --> 00:28:47,360 whether it's whatever else coronavirus 916 00:28:47,360 --> 00:28:48,410 throws at us or other 917 00:28:48,410 --> 00:28:50,240 things that businesses are changing. 918 00:28:50,380 --> 00:28:51,550 It's no longer just like, " 919 00:28:51,780 --> 00:28:52,390 Oh, we might have a 920 00:28:52,390 --> 00:28:54,220 hurricane, we need business continuity 921 00:28:54,220 --> 00:28:56,130 disaster recovery." Right? We are 922 00:28:56,410 --> 00:28:58,690 volume is volatile and some 923 00:28:58,690 --> 00:29:00,080 places it's up like crazy, 924 00:29:00,080 --> 00:29:01,390 some places it's down like 925 00:29:01,390 --> 00:29:03,020 crazy and then we just 926 00:29:03,020 --> 00:29:04,120 need this agility to be 927 00:29:04,120 --> 00:29:06,060 able to move to home, 928 00:29:06,060 --> 00:29:07,330 move to other buildings, maybe 929 00:29:07,330 --> 00:29:09,880 some move back hopefully. Okay. 930 00:29:09,930 --> 00:29:11,520 Lots of things. It's a 931 00:29:11,520 --> 00:29:13,010 change game and in that 932 00:29:13,010 --> 00:29:14,330 article, I mentioned the resiliency 933 00:29:14,330 --> 00:29:15,660 article. I emphasize that you got 934 00:29:15,660 --> 00:29:16,520 to have a plan that 935 00:29:16,520 --> 00:29:17,930 thinks about all these things 936 00:29:17,930 --> 00:29:18,950 and that you're ready. A 937 00:29:18,950 --> 00:29:19,670 lot of people did it 938 00:29:19,670 --> 00:29:21,120 on the fly, but now's 939 00:29:21,120 --> 00:29:21,940 the time and cloud's a 940 00:29:21,940 --> 00:29:24,560 huge enabler for that. So 941 00:29:24,560 --> 00:29:26,060 Dean, what's the new normal 942 00:29:26,060 --> 00:29:31,020 for your organization? Well I don't 943 00:29:31,270 --> 00:29:33,470 know. We maybe in it, right? 944 00:29:33,980 --> 00:29:35,620 This may be it. We 945 00:29:35,620 --> 00:29:36,820 are currently that I have 946 00:29:36,820 --> 00:29:38,080 been seeing and I'm sure 947 00:29:38,490 --> 00:29:40,580 Julie's seen some chatter about 948 00:29:40,580 --> 00:29:41,910 coming back into the office, 949 00:29:43,020 --> 00:29:45,340 and I think people start coming 950 00:29:45,340 --> 00:29:47,330 in in small groups, and 951 00:29:48,260 --> 00:29:48,900 people want to get out of 952 00:29:48,930 --> 00:29:50,070 the house. I know that, 953 00:29:50,700 --> 00:29:51,540 but I think- A lot 954 00:29:51,540 --> 00:29:54,180 of people will probably adjust 955 00:29:54,690 --> 00:29:55,900 their perspective on this as 956 00:29:55,900 --> 00:29:58,920 a result. Julie, before I 957 00:29:58,920 --> 00:30:00,080 ask you for some final 958 00:30:00,080 --> 00:30:02,410 thoughts and recommendations, would love 959 00:30:02,410 --> 00:30:05,080 to hear what is the 960 00:30:05,080 --> 00:30:07,780 new normal to you? Yeah. 961 00:30:08,400 --> 00:30:09,560 I mean personally, I think 962 00:30:09,560 --> 00:30:10,730 the new normal for me 963 00:30:10,730 --> 00:30:11,950 is working from home. I 964 00:30:13,720 --> 00:30:15,010 kind of like this environment. 965 00:30:15,010 --> 00:30:16,410 I know others don't and 966 00:30:16,860 --> 00:30:18,670 it's just not conducive to 967 00:30:18,670 --> 00:30:23,080 them, but... yeah, the cloud and 968 00:30:23,240 --> 00:30:29,160 the internet connectivity has really 969 00:30:29,160 --> 00:30:30,780 played into this, right? I 970 00:30:30,780 --> 00:30:33,450 mean, it's all what we're doing now 971 00:30:33,450 --> 00:30:36,830 for work. Okay. So as we start 972 00:30:36,890 --> 00:30:38,430 to wrap up this conversation 973 00:30:38,430 --> 00:30:39,780 of change management as we 974 00:30:39,780 --> 00:30:41,700 see, it's broad in many 975 00:30:41,700 --> 00:30:43,510 different things, not just technology 976 00:30:43,510 --> 00:30:44,700 but just what the new 977 00:30:44,700 --> 00:30:47,220 normal is. Julie, any final 978 00:30:47,220 --> 00:30:49,020 thoughts or recommendations that you 979 00:30:49,020 --> 00:30:50,900 want to reiterate and emphasize? 980 00:30:50,940 --> 00:30:52,310 Because you and your team 981 00:30:52,310 --> 00:30:54,770 just did such remarkable things 982 00:30:54,770 --> 00:30:56,240 that at times, I can just 983 00:30:56,240 --> 00:30:57,610 think you're like, " Well that's 984 00:30:57,610 --> 00:30:58,950 just business as usual." But 985 00:30:58,950 --> 00:31:00,000 it was incredible that the 986 00:31:01,040 --> 00:31:02,680 accomplishments that you did with 987 00:31:02,680 --> 00:31:05,650 the languages, getting people to 988 00:31:05,650 --> 00:31:07,710 let things go, so please 989 00:31:07,710 --> 00:31:09,530 share with us any final... 990 00:31:10,280 --> 00:31:11,990 recommendations and sing the praises 991 00:31:11,990 --> 00:31:14,750 of your team. Well yeah, 992 00:31:15,380 --> 00:31:17,270 it was definitely a team 993 00:31:17,270 --> 00:31:18,210 event, right? It takes a 994 00:31:18,210 --> 00:31:20,750 great team, but I would 995 00:31:20,750 --> 00:31:22,330 just say from a recommendation 996 00:31:22,330 --> 00:31:25,120 is to develop that organizational 997 00:31:25,120 --> 00:31:27,230 change framework and those guardrails 998 00:31:27,230 --> 00:31:28,730 that we talked about, and 999 00:31:28,730 --> 00:31:29,580 then tune it as you 1000 00:31:29,580 --> 00:31:30,860 apply the model to your 1001 00:31:30,870 --> 00:31:33,290 projects and your changes. You're 1002 00:31:33,350 --> 00:31:33,980 not going to get it 1003 00:31:33,980 --> 00:31:35,440 right the first time, right? 1004 00:31:35,480 --> 00:31:39,440 And it's okay. it's okay. 1005 00:31:39,590 --> 00:31:41,870 It's ever evolving, it's ever 1006 00:31:41,970 --> 00:31:43,750 changing what we're having to 1007 00:31:43,750 --> 00:31:45,590 do now, right? So create 1008 00:31:45,590 --> 00:31:46,990 a safe environment for your 1009 00:31:46,990 --> 00:31:48,960 customers and your stakeholders to 1010 00:31:48,960 --> 00:31:51,710 give feedback. After, during your 1011 00:31:51,710 --> 00:31:54,850 projects, right? Constant feedback, we 1012 00:31:54,850 --> 00:31:56,770 need that feedback and then 1013 00:31:56,770 --> 00:31:57,980 we need the agility to 1014 00:31:57,980 --> 00:31:59,430 make those changes as we're 1015 00:31:59,430 --> 00:32:00,940 going through the process, and 1016 00:32:00,940 --> 00:32:03,210 then apply that feedback and 1017 00:32:04,070 --> 00:32:05,270 often times when we start 1018 00:32:05,270 --> 00:32:06,290 a new project, we don't 1019 00:32:06,380 --> 00:32:07,620 stop and go, " Okay, what 1020 00:32:07,620 --> 00:32:08,960 lessons did we learn from 1021 00:32:09,000 --> 00:32:10,990 other projects that we can 1022 00:32:10,990 --> 00:32:12,670 apply to this new project 1023 00:32:12,670 --> 00:32:14,860 or change, right?" So just 1024 00:32:15,250 --> 00:32:18,330 be flexible, be adaptable and 1025 00:32:18,850 --> 00:32:20,430 maybe our organization is so 1026 00:32:20,430 --> 00:32:21,580 large and complex that you 1027 00:32:21,580 --> 00:32:24,580 need to create a group 1028 00:32:24,590 --> 00:32:26,440 of individuals to take on 1029 00:32:26,440 --> 00:32:28,330 this responsibility. We are lucky 1030 00:32:28,330 --> 00:32:29,370 enough at Coke to have 1031 00:32:29,370 --> 00:32:32,220 an organizational change management team 1032 00:32:32,680 --> 00:32:34,090 that helps us out in 1033 00:32:34,090 --> 00:32:37,010 this area. So yeah, look 1034 00:32:37,010 --> 00:32:39,960 at that complexity and adapt. 1035 00:32:39,960 --> 00:32:43,450 And- So that's my- Dean, 1036 00:32:43,450 --> 00:32:45,640 I think it's finding talent like Julie 1037 00:32:46,360 --> 00:32:48,140 really brings it home on 1038 00:32:48,140 --> 00:32:48,930 what needs to be done 1039 00:32:48,930 --> 00:32:52,780 for change management. Oh absolutely 1040 00:32:52,780 --> 00:32:54,450 yeah, and in the adapt 1041 00:32:54,530 --> 00:32:56,220 piece really hits home with 1042 00:32:56,220 --> 00:32:58,160 me. I think with a 1043 00:32:58,160 --> 00:32:59,700 project that goes on for 1044 00:32:59,700 --> 00:33:02,650 weeks or months, within a 1045 00:33:02,650 --> 00:33:03,900 program that goes on for 1046 00:33:04,060 --> 00:33:05,700 that long things are going 1047 00:33:05,700 --> 00:33:06,630 to go wrong. You're not 1048 00:33:06,630 --> 00:33:07,650 going to get everything right 1049 00:33:07,700 --> 00:33:08,780 100% of the time, things 1050 00:33:08,780 --> 00:33:08,900 are going to go wrong. 1051 00:33:08,900 --> 00:33:10,380 You're not going to get everything right 100% of the time. It's a good sports 1052 00:33:10,380 --> 00:33:13,300 or football metaphor, Tom Brady's 1053 00:33:13,300 --> 00:33:14,800 won a lot of Super 1054 00:33:14,800 --> 00:33:16,190 Bowls, but he doesn't get 1055 00:33:17,140 --> 00:33:18,920 touchdown on every play. There's... 1056 00:33:19,200 --> 00:33:20,060 he turns the ball over every 1057 00:33:20,250 --> 00:33:20,850 once in a while, there's 1058 00:33:20,850 --> 00:33:22,990 fumbles and that kind of stuff, but 1059 00:33:22,990 --> 00:33:24,330 you got to keep looking 1060 00:33:24,330 --> 00:33:26,070 downfield and keep driving towards 1061 00:33:26,070 --> 00:33:27,690 that goal and adapt and adjust. 1062 00:33:28,510 --> 00:33:31,700 Okay. Laurie, you've talked very 1063 00:33:31,700 --> 00:33:34,410 passionately about resiliency and planning, 1064 00:33:34,410 --> 00:33:35,830 so any final thoughts or 1065 00:33:35,830 --> 00:33:39,120 recommendations on changing change management? 1066 00:33:40,130 --> 00:33:41,040 Yeah, I guess I would 1067 00:33:41,040 --> 00:33:42,870 just emphasize what I've seen 1068 00:33:42,870 --> 00:33:44,080 in the past, so pre- 1069 00:33:44,080 --> 00:33:47,290 COVID, both change management and 1070 00:33:47,290 --> 00:33:48,770 resiliency planning, what used to 1071 00:33:48,770 --> 00:33:50,760 be business continuity, disaster recovery 1072 00:33:50,760 --> 00:33:52,090 was one of those things 1073 00:33:52,090 --> 00:33:53,410 everybody probably thought, " Oh, we 1074 00:33:53,410 --> 00:33:54,460 should do that." But they 1075 00:33:54,480 --> 00:33:56,540 didn't prioritize it. They didn't 1076 00:33:56,770 --> 00:33:58,960 invest in it. I call 1077 00:33:58,960 --> 00:34:00,330 it insurance policies. It's the 1078 00:34:00,330 --> 00:34:01,060 kind of thing that you 1079 00:34:01,060 --> 00:34:02,230 don't like spending money on, 1080 00:34:02,230 --> 00:34:03,100 but boy are you glad 1081 00:34:03,100 --> 00:34:03,820 you have it when you 1082 00:34:03,820 --> 00:34:05,820 need it. I think we've 1083 00:34:05,820 --> 00:34:06,940 all learned, " Boy, do we 1084 00:34:06,940 --> 00:34:08,700 need it." Right? So I 1085 00:34:08,700 --> 00:34:10,300 think going forward, I hope 1086 00:34:10,300 --> 00:34:11,320 that everybody will have a 1087 00:34:11,320 --> 00:34:14,000 new prioritization of that both 1088 00:34:14,050 --> 00:34:15,990 applying change management to help 1089 00:34:15,990 --> 00:34:18,220 people, this is a difficult 1090 00:34:18,220 --> 00:34:19,450 time, it's a scary time 1091 00:34:19,450 --> 00:34:20,790 and we got more ahead, 1092 00:34:20,790 --> 00:34:21,860 right? Nobody thinks this is 1093 00:34:21,860 --> 00:34:23,150 a short little path we're 1094 00:34:23,150 --> 00:34:25,210 on and companies will continue 1095 00:34:25,210 --> 00:34:26,290 to adjust in ways they 1096 00:34:26,290 --> 00:34:28,550 can't foresee right now. So 1097 00:34:28,550 --> 00:34:30,200 I think prioritizing that and 1098 00:34:30,200 --> 00:34:32,070 using the tools of change 1099 00:34:32,070 --> 00:34:33,580 management like they do project 1100 00:34:33,580 --> 00:34:36,180 management and putting some emphasis 1101 00:34:36,180 --> 00:34:38,400 on the resiliency planning, so 1102 00:34:38,400 --> 00:34:40,490 that they can... like Julia 1103 00:34:40,490 --> 00:34:41,440 was saying, learn from the 1104 00:34:41,440 --> 00:34:43,020 last time and do the 1105 00:34:43,020 --> 00:34:44,350 things a little bit better. 1106 00:34:44,350 --> 00:34:45,280 I'm sure there's a lot 1107 00:34:45,280 --> 00:34:46,310 of people working from home 1108 00:34:46,310 --> 00:34:47,700 going, " This is not ideal. 1109 00:34:48,540 --> 00:34:49,380 I don't have the screen" 1110 00:34:50,470 --> 00:34:51,710 IT departments going, " We don't 1111 00:34:51,710 --> 00:34:53,230 have exactly the security we 1112 00:34:53,230 --> 00:34:54,370 need." There's all kinds of 1113 00:34:54,370 --> 00:34:55,330 things you can think about, 1114 00:34:55,330 --> 00:34:57,860 right? So hopefully learns from 1115 00:34:57,860 --> 00:34:59,210 it, takes it forward and 1116 00:34:59,210 --> 00:35:00,070 gets it right, and helps 1117 00:35:00,070 --> 00:35:01,390 people adapt to the changes 1118 00:35:01,390 --> 00:35:03,070 that are inevitably ahead on 1119 00:35:03,070 --> 00:35:06,000 projects or things that get 1120 00:35:06,000 --> 00:35:06,920 thrown at us that we 1121 00:35:06,920 --> 00:35:09,500 have to react to. Well 1122 00:35:09,500 --> 00:35:10,390 it's been a pleasure to 1123 00:35:10,390 --> 00:35:12,390 hear everybody, because out in 1124 00:35:12,390 --> 00:35:13,730 the field and it's actually 1125 00:35:13,730 --> 00:35:15,070 applied, really think it's the 1126 00:35:15,070 --> 00:35:17,170 best story. What we've heard 1127 00:35:17,170 --> 00:35:18,360 today from all of you 1128 00:35:18,360 --> 00:35:19,830 is that you decide what 1129 00:35:19,830 --> 00:35:21,050 the best practice was for 1130 00:35:21,050 --> 00:35:23,020 you in your organization. You 1131 00:35:23,020 --> 00:35:24,880 leverage lessons learned, I love 1132 00:35:25,110 --> 00:35:26,220 the message, " It's okay to 1133 00:35:26,220 --> 00:35:30,240 make mistakes." I think it's 1134 00:35:30,240 --> 00:35:31,300 fair to say that too 1135 00:35:31,300 --> 00:35:32,990 often change management has always 1136 00:35:32,990 --> 00:35:34,520 been seen as a nonessential 1137 00:35:34,520 --> 00:35:35,440 and a nice to have, 1138 00:35:35,440 --> 00:35:37,540 but it is actually extremely 1139 00:35:37,540 --> 00:35:39,470 important and an essential component 1140 00:35:39,860 --> 00:35:41,640 to not only increase the 1141 00:35:41,640 --> 00:35:43,160 adoption, but make it a 1142 00:35:43,160 --> 00:35:45,490 reality. Whatever that new normal 1143 00:35:45,490 --> 00:35:47,630 is and to simply achieve 1144 00:35:47,630 --> 00:35:49,210 your vision. So with that, 1145 00:35:49,210 --> 00:35:50,080 I'd like to thank all 1146 00:35:50,080 --> 00:35:51,320 of you for sharing your 1147 00:35:51,320 --> 00:35:53,270 insight, your stories, which I 1148 00:35:53,270 --> 00:35:54,950 really love and your personal 1149 00:35:54,950 --> 00:35:57,410 experiences. Last chance for any 1150 00:35:57,410 --> 00:35:58,990 final comments and messages you 1151 00:35:58,990 --> 00:36:00,280 want to share. If not, 1152 00:36:00,280 --> 00:36:01,880 I'll hand everything back over 1153 00:36:01,880 --> 00:36:06,660 to Josh. Thank you. cue 1154 00:36:06,660 --> 00:36:14,940 to Josh. Sounds good. Well thanks everybody 1155 00:36:14,940 --> 00:36:17,360 on the panel. Absolutely awesome 1156 00:36:17,360 --> 00:36:20,050 discussion. Everybody in the audience 1157 00:36:20,050 --> 00:36:21,510 who are watching this on 1158 00:36:21,510 --> 00:36:22,930 demand, be sure to check 1159 00:36:22,930 --> 00:36:24,040 out the resource list below, 1160 00:36:24,040 --> 00:36:25,570 the Q& A window, clicking 1161 00:36:25,570 --> 00:36:26,520 those links will open up 1162 00:36:26,520 --> 00:36:27,380 in a new tab in 1163 00:36:27,380 --> 00:36:29,110 your browser and truly expand 1164 00:36:29,110 --> 00:36:30,490 on today's topic of change 1165 00:36:30,490 --> 00:36:33,630 management. And on behalf of 1166 00:36:33,630 --> 00:36:34,760 the entire team and all 1167 00:36:34,760 --> 00:36:36,000 of our presenters on the 1168 00:36:36,000 --> 00:36:37,010 panel today, I want to thank you for 1169 00:36:37,810 --> 00:36:39,070 your time in attending this 1170 00:36:39,070 --> 00:36:41,090 on demand webinar, and until 1171 00:36:41,090 --> 00:36:42,130 next time, have a good 1172 00:36:42,130 --> 00:36:45,560 one. you. Thanks. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6fSQAQ"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services AppFoundry Webinar The role of Voice AI in business continuity [cutoff co_thick="2px"]Friday, May 29, 2020 at 8AM PST Business-as-usual in the call center is transforming — from the technology to analyze calls, to team structure, to how remote agents are enabled to provide more empathetic customer experiences. As we enter month three of one of the biggest global disruptions contact centers have seen, business continuity is becoming an increasingly delicate challenge. From assessing financial and operational risks to helping a newly-minted remote workforce rapidly adopt new messaging and processes, agility will be the defining feature of contact centers who are able to weather the storm. And Voice AI is a tool that can help you succeed. In this webinar, you’ll learn: Top voice interactions you should be monitoring to mitigate business impact of COVID-19 Ways to use Voice AI to improve customer experiences at scale How to leverage voice calls to coach your agents on empathy and productivity Actionable tips for automating QA process and agent evaluations Practical ways to surface compliance and safety risks [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73oQAA"] Meet the Speaker Pete Lee VP of Global Alliances and Sales Observe.AI AppFoundry Webinar Five ways to leverage AI and agent assist to improve customer experience [cutoff co_thick="2px"]Wednesday, June 3, 2020 at 8AM PST The percentage of difficult inquiries that agents receive has more than doubled since the COVID-19 pandemic hit the global economy. In addition, supporting remote workers puts more pressure on your communications and support processes. This informative and fast-paced webinar will focus on the cutting-edge technologies and integrations you can use to get more out of your current contact center resources. Get details on five new technologies you can use now to improve the efficiency and quality of your remote workforce. Sign up for this webinar today. Free gifts and promotions will be given away at the live webinar.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73KQAQ"] Meet the Speakers Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Director, Solution Consultants Shelf On-Demand LinkedIn Live Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]Register now for this On-Demand LinkedIn Live session where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences.[cutoff co_thick="2px"]1 00:00:15,330 --> 00:00:17,630 Thank you all for joining. I'm excited to be here 2 00:00:17,630 --> 00:00:21,550 today to talk about Genesys AI. My name is Elcenora 3 00:00:21,550 --> 00:00:24,600 Martinez, and I'm the VP of product management for AI 4 00:00:24,600 --> 00:00:28,800 here at Genesys. I'm Dan Arra. I am the VP 5 00:00:28,800 --> 00:00:34,240 of sales for AI at Genesys. So let me walk 6 00:00:34,240 --> 00:00:37,220 you through what we'll be talking about today, and at 7 00:00:37,220 --> 00:00:39,910 any point in time if you have any questions, please 8 00:00:39,910 --> 00:00:41,730 feel free to ask them in the chat. We are 9 00:00:41,730 --> 00:00:43,500 going to have folks that are going to be monitoring 10 00:00:43,500 --> 00:00:46,190 live and able to ask your questions, and if you 11 00:00:46,190 --> 00:00:49,640 do miss anything, this whole recording will be available on 12 00:00:49,640 --> 00:00:53,260 Genesys. com in a couple of days. So today we're 13 00:00:53,260 --> 00:00:55,610 going to be talking about a couple of trends that 14 00:00:55,610 --> 00:00:59,370 you really can't afford to ignore and how those dovetail 15 00:00:59,370 --> 00:01:02,450 really nicely into what we believe is a roadmap for 16 00:01:02,450 --> 00:01:06,690 success. We're going to talk about why Genesys AI and 17 00:01:06,690 --> 00:01:09,800 introduce you to this notion of experience as a service, 18 00:01:09,800 --> 00:01:12,730 which is a best way to supersize the experience that 19 00:01:12,740 --> 00:01:15,900 you're providing your customers today. We're going to go deep 20 00:01:15,900 --> 00:01:18,950 into our predictive engagement product, which is one of our 21 00:01:18,950 --> 00:01:22,270 lead offerings on the AI portfolio. Then we're going to 22 00:01:22,270 --> 00:01:25,870 talk about where to go for more information or if 23 00:01:25,870 --> 00:01:31,340 you would like some additional demonstrations. So first and foremost, 24 00:01:31,430 --> 00:01:33,350 AI is here to stay. I don't think I have 25 00:01:33,350 --> 00:01:37,540 to tell anyone that. IDC estimates that this is a 26 00:01:37,540 --> 00:01:40,900 market that's going to grow to $ 97 billion by 27 00:01:40,910 --> 00:01:45,280 2023, and that over 50% of interactions are going to 28 00:01:45,280 --> 00:01:48,750 be augmented or enriched by AI. But what we want 29 00:01:48,750 --> 00:01:51,910 to do is inspire any chief marketing officers or chief 30 00:01:51,910 --> 00:01:55,440 experience officers to understand how AI can help you in 31 00:01:55,440 --> 00:01:57,730 the contact center, to make sure that you have the 32 00:01:57,730 --> 00:02:01,010 ability to lobby for some share of market where your 33 00:02:01,010 --> 00:02:05,090 company wants to spend their AI dollars. The reason that 34 00:02:05,090 --> 00:02:09,290 is, is because you want to be able to differentiate 35 00:02:09,290 --> 00:02:12,550 the experience that you give your customers, and that requires 36 00:02:12,550 --> 00:02:16,080 being able to personalize every single one of those interactions. 37 00:02:16,610 --> 00:02:20,430 Now, the need for personalization is going to stretch beyond 38 00:02:20,430 --> 00:02:24,550 what is available on a customer data platform today. CDPs 39 00:02:24,550 --> 00:02:29,060 have the ability to store information about customers, but if 40 00:02:29,060 --> 00:02:32,330 you really want to take that next level on personalization, 41 00:02:32,610 --> 00:02:36,670 it's going to require stitching, enriching, and augmenting much of 42 00:02:36,670 --> 00:02:41,410 that data to be able to personalize the interactions. If 43 00:02:41,410 --> 00:02:45,240 we think about the fact that 50% of these interactions 44 00:02:45,260 --> 00:02:49,140 will be augmented by AI, then we need to go 45 00:02:49,140 --> 00:02:52,390 beyond just a single interaction in a single channel to 46 00:02:52,390 --> 00:02:56,240 really be able to understand the context across many channels 47 00:02:56,410 --> 00:03:00,440 over the lifetime of a customer's relationship with a brand. 48 00:03:00,650 --> 00:03:03,410 So being able to harmonize and understand all of that 49 00:03:03,410 --> 00:03:08,130 context is going to be really important. No AI investment 50 00:03:08,130 --> 00:03:11,150 would be complete without the right level of analytics and 51 00:03:11,150 --> 00:03:13,650 reporting. So we want to make sure that you have 52 00:03:13,650 --> 00:03:17,880 the ability to really understand how your AI investment is 53 00:03:17,880 --> 00:03:23,040 performing, the optimization and really be able to fine tune 54 00:03:23,040 --> 00:03:28,420 this investment. Now, Forrester estimates in a survey last year 55 00:03:28,420 --> 00:03:34,280 that 53% of companies already have implemented or are implementing 56 00:03:34,280 --> 00:03:38,200 some form of artificial intelligence, and this is great because 57 00:03:38,200 --> 00:03:41,570 what we see is that we've passed critical mass. But 58 00:03:41,570 --> 00:03:45,260 it also means that 47% of companies have not yet 59 00:03:45,260 --> 00:03:48,930 deployed artificial intelligence. Now, there's a couple of barriers to 60 00:03:48,930 --> 00:03:54,400 adoption and that can range from being able to achieve 61 00:03:54,400 --> 00:03:58,680 it at scale, to security, to adoption, and even some 62 00:03:58,680 --> 00:04:01,700 of the conversational intelligence. But what I want to leave 63 00:04:01,700 --> 00:04:05,570 you with today is how Genesys is helping you overcome 64 00:04:05,570 --> 00:04:07,790 some of those challenges. So I'm going to go through 65 00:04:07,790 --> 00:04:12,240 these one by one. We have made a significant investment 66 00:04:12,240 --> 00:04:15,780 in a data science team that is very focused on 67 00:04:15,780 --> 00:04:19,290 AI ethics and algorithmic integrity, and to be able to 68 00:04:19,340 --> 00:04:22,560 deliver some of this AI at scale. So we have 69 00:04:22,560 --> 00:04:26,530 the ability to optimize, orchestrate and really automate many of 70 00:04:26,530 --> 00:04:30,200 these processes. For those of you that are Genesys customers 71 00:04:30,280 --> 00:04:34,030 today, that our Genesys Cloud, our Genesys Engage and our PureCloud 72 00:04:34,030 --> 00:04:39,700 platforms are all 100% secured to the core. We're also 73 00:04:39,700 --> 00:04:43,030 driving adoption because the way we think of our AI 74 00:04:43,030 --> 00:04:46,640 platform is everything is event driven, and what this means 75 00:04:46,640 --> 00:04:49,890 for you is it gives you greater flexibility to be 76 00:04:49,890 --> 00:04:54,210 able to think about web events, conversation event, maybe even 77 00:04:54,210 --> 00:04:58,010 custom events, and so your starting point can different ways 78 00:04:58,010 --> 00:05:02,700 it can really drive that adoption within the company. We're 79 00:05:02,700 --> 00:05:07,160 also very focused on usability. We've made great investments in 80 00:05:07,160 --> 00:05:11,190 a design thinking functionality, so that delivering products that are 81 00:05:11,190 --> 00:05:13,970 user centered are very much to the core of how 82 00:05:13,970 --> 00:05:16,900 we think of our roadmap. So we think about ways 83 00:05:16,900 --> 00:05:19,960 to onboard, to make sure that you can see successes 84 00:05:19,990 --> 00:05:23,010 early on in ways that it doesn't require an army 85 00:05:23,010 --> 00:05:27,940 of data scientist. Then finally, we're really focused on bringing 86 00:05:27,940 --> 00:05:31,200 you a higher level of conversational intelligence through all of 87 00:05:31,200 --> 00:05:34,030 the bot interactions in ways that it feels like you're 88 00:05:34,030 --> 00:05:39,260 conversing with a human agent. So why Genesys AI, and 89 00:05:39,260 --> 00:05:42,130 more specifically why predictive engagement, which I said is one 90 00:05:42,130 --> 00:05:44,560 of the lead offerings in our AI suite of offerings? 91 00:05:46,040 --> 00:05:50,820 Simply put, the average consumer receives up to 10,000 brand 92 00:05:50,820 --> 00:05:54,820 messages every day, and what that means for you as 93 00:05:54,820 --> 00:05:58,210 a brand is you have to rely on information that 94 00:05:58,210 --> 00:06:02,260 exists within your own customer data platform, enrich that with 95 00:06:02,260 --> 00:06:06,500 CRM information or some other custom applications to really reach 96 00:06:06,870 --> 00:06:12,560 that target customer. But there's definitely a better way. If 97 00:06:12,560 --> 00:06:15,700 you think about your customer at the center of how 98 00:06:15,700 --> 00:06:18,650 you think about these experiences, we want to introduce you 99 00:06:18,660 --> 00:06:21,550 to the notion of experience as a service as a 100 00:06:21,550 --> 00:06:26,460 better way of delivering exceptional experiences, and what this entails 101 00:06:26,490 --> 00:06:29,600 is to really think about all of these interactions we've 102 00:06:29,600 --> 00:06:32,530 talked about over the course of a lifetime of a 103 00:06:32,530 --> 00:06:35,430 customer and a brand, and all of the data that 104 00:06:35,430 --> 00:06:37,970 is collected both on the customer side as well as 105 00:06:37,970 --> 00:06:40,760 all of the information that's collected from all of the 106 00:06:40,780 --> 00:06:45,530 employee and agent interactions, and enrich that in augment it 107 00:06:45,610 --> 00:06:48,730 with artificial intelligence, so that you have a higher level 108 00:06:48,730 --> 00:06:52,470 of conversational intelligence and so that you can really optimize. 109 00:06:52,770 --> 00:06:55,180 So what that does is it gives you the ability 110 00:06:55,180 --> 00:06:58,850 to really provide experience as a service to every single 111 00:06:58,850 --> 00:07:01,860 one of these customers. Now, this is a big idea, 112 00:07:02,130 --> 00:07:04,170 and so what I want to do is I want 113 00:07:04,170 --> 00:07:07,410 to talk about what some of these imperatives for experience 114 00:07:07,410 --> 00:07:10,880 as a service are. As I go through each one 115 00:07:10,880 --> 00:07:13,100 of these, what I want to challenge you is to 116 00:07:13,100 --> 00:07:17,360 think about how well each one of your companies is 117 00:07:17,360 --> 00:07:21,450 doing on delivering some of these imperatives. So as a 118 00:07:21,450 --> 00:07:24,830 customer, I want you to show me that me before 119 00:07:24,830 --> 00:07:27,370 you've ever met me, and that means I've been a 120 00:07:27,370 --> 00:07:30,360 customer for a long time. I haven't necessarily had to 121 00:07:30,380 --> 00:07:33,370 interact with your brand, but when I do, you already 122 00:07:33,370 --> 00:07:35,380 know who I am and how long I have been 123 00:07:35,380 --> 00:07:39,380 your customer. In some cases, I want you to help 124 00:07:39,380 --> 00:07:43,010 me before I even know there's a problem. Let's say 125 00:07:43,010 --> 00:07:45,760 my bill has increased, my telephone bill has increased by 126 00:07:45,780 --> 00:07:49,550 25%. Wouldn't it be nice if I got notified in 127 00:07:49,550 --> 00:07:51,690 advance? Maybe I want to look at a different data 128 00:07:51,690 --> 00:07:54,220 plan. Maybe I want to look at different options. So 129 00:07:54,600 --> 00:07:56,570 reach out to me before I even know there's a 130 00:07:56,570 --> 00:08:01,210 problem. Know the road I traveled to get here, and 131 00:08:01,210 --> 00:08:03,370 this can be one of two things. It can be 132 00:08:03,370 --> 00:08:07,610 understanding that your conversation started over the phone and ended 133 00:08:07,610 --> 00:08:10,780 with an agent, and throughout that entire experience, you've retained 134 00:08:10,780 --> 00:08:14,260 the context, or it can also be again over the 135 00:08:14,260 --> 00:08:19,240 course of a customer's lifetime with a brand, understanding what 136 00:08:19,240 --> 00:08:23,590 they've been through. This one is so important to experience 137 00:08:23,590 --> 00:08:26,110 as a service, present me with the answers I want 138 00:08:26,110 --> 00:08:29,180 and the ones I didn't know I needed. Often time, 139 00:08:29,180 --> 00:08:32,930 our agent assist tools allow agents to provide customers with 140 00:08:32,930 --> 00:08:36,070 the right information in realtime, but we feel that it's 141 00:08:36,070 --> 00:08:39,300 important to take that a step beyond, and that means 142 00:08:39,450 --> 00:08:42,870 really look at what the customer may want, what are 143 00:08:42,870 --> 00:08:45,860 some of the other products and services that they're using and 144 00:08:45,860 --> 00:08:48,470 how you can really help them in ways that they 145 00:08:48,470 --> 00:08:50,490 didn't even know they needed, but it will be a 146 00:08:50,490 --> 00:08:54,780 better experience for them. Don't ask me to repeat myself, 147 00:08:54,780 --> 00:08:57,990 I think every single person has had some form of 148 00:08:57,990 --> 00:09:01,080 experience with this. We want to make sure that we 149 00:09:01,080 --> 00:09:03,960 explain things to an agent once and that context is 150 00:09:04,970 --> 00:09:10,120 available throughout the entire interaction. Empathize with my situation, and 151 00:09:10,120 --> 00:09:12,270 what that really means is that in that moment of 152 00:09:12,270 --> 00:09:14,750 truth, we want the agents to be able to respond 153 00:09:14,750 --> 00:09:18,210 with the appropriate emotion. So there are certain hearing aids, 154 00:09:18,210 --> 00:09:20,100 as we call them that have been built into the 155 00:09:20,100 --> 00:09:25,270 entire platform to help the agent respond appropriately. Fix it 156 00:09:25,270 --> 00:09:28,700 and stay with me until it's fixed, and oftentimes, check 157 00:09:28,700 --> 00:09:30,390 in with me to make sure that it all worked 158 00:09:30,390 --> 00:09:34,020 out, and this goes above and beyond just a survey. 159 00:09:34,270 --> 00:09:37,220 This goes with having the right level of empathy, where 160 00:09:37,220 --> 00:09:40,570 you are reaching out to these critical customers and make 161 00:09:40,570 --> 00:09:43,170 sure that we've been able to resolve their problem or 162 00:09:43,170 --> 00:09:46,950 their challenge or their concern. Then above all, keep my 163 00:09:46,950 --> 00:09:50,380 data safe. So what this does is it brings the 164 00:09:50,380 --> 00:09:53,960 concept of experience as a service to life in ways 165 00:09:53,960 --> 00:09:56,790 that you can really understand how to deliver that exceptional 166 00:09:56,790 --> 00:10:00,700 service. So before I turn it over to Dan, let 167 00:10:00,700 --> 00:10:02,780 me spend a couple of minutes recapping some of the 168 00:10:02,780 --> 00:10:07,950 things that we've talked about. An event- driven orchestration platform 169 00:10:08,240 --> 00:10:11,340 that allows you to be proactive. Reach out to your 170 00:10:11,340 --> 00:10:14,320 customers in advance. Engage with them in that moment of 171 00:10:14,320 --> 00:10:18,200 truth. When there's a break in the workflow, or when 172 00:10:18,590 --> 00:10:23,020 there's a possibility that they might churn. Personalize every interaction, 173 00:10:23,040 --> 00:10:27,490 show that them, strengthen the relationship, and above all be 174 00:10:27,490 --> 00:10:30,780 able to retain history and the context throughout all of 175 00:10:30,800 --> 00:10:34,680 the interactions because empathy builds trust and trust builds loyalty. 176 00:10:35,410 --> 00:10:37,360 So let me turn it over to Dan to run 177 00:10:37,360 --> 00:10:41,210 through a demonstration of predictive engagement. Thank you very much, 178 00:10:41,390 --> 00:10:45,730 Elcenora. I'm going to provide a demonstration of Genesys predictive 179 00:10:45,730 --> 00:10:49,260 engagement, and before I jump into the demonstration, I'm going 180 00:10:49,390 --> 00:10:52,980 to go through a single slide to connect the dots 181 00:10:53,080 --> 00:10:57,050 a bit between predictive engagement and experience as a service. 182 00:10:57,260 --> 00:11:00,950 I'm going to highlight some of the elements that Elcenora 183 00:11:00,950 --> 00:11:05,160 touched on prior to doing the demonstration. So you've heard 184 00:11:05,540 --> 00:11:09,170 quite a bit about the show me that me, and 185 00:11:09,360 --> 00:11:11,850 the way that we do that with predictive engagement is 186 00:11:12,090 --> 00:11:15,870 we observe what is happening in all of the interactions 187 00:11:16,110 --> 00:11:19,440 between the customer and your business, what's happening on your 188 00:11:19,440 --> 00:11:23,410 website, what's happening in the contact center, and we analyze 189 00:11:23,410 --> 00:11:27,210 that information in realtime for the purpose of segmenting those 190 00:11:27,210 --> 00:11:32,390 customers into different groups and personalizing the experience and driving 191 00:11:32,440 --> 00:11:37,350 realtime interactions that demonstrate that we're showing the customer that 192 00:11:37,350 --> 00:11:43,050 we know them. At its core, empathetic communication is about 193 00:11:43,530 --> 00:11:46,720 listening, is about letting people know that you really understand 194 00:11:46,720 --> 00:11:49,860 who they are. We're answering the questions, are you really 195 00:11:49,860 --> 00:11:52,760 listening to me? Do you care about me enough to 196 00:11:52,920 --> 00:11:55,990 remember what I've told you before? That's what we're doing 197 00:11:55,990 --> 00:11:59,140 here as we go from left to right. We're leveraging 198 00:11:59,170 --> 00:12:03,630 all of those interactions and observations, analyzing and then predicting 199 00:12:03,730 --> 00:12:06,790 an outcome, predicting how to engage, that could be with 200 00:12:07,810 --> 00:12:12,340 a bot, and it could be with some information, more 201 00:12:12,340 --> 00:12:15,960 context that makes the agent smarter, more effective. Maybe we're 202 00:12:15,960 --> 00:12:20,290 using AI to predict the right agent to route that 203 00:12:20,670 --> 00:12:24,920 interaction to. What we're doing here is we're driving people 204 00:12:24,920 --> 00:12:29,840 toward outcomes, outcomes that are your business's desired outcomes, as 205 00:12:29,840 --> 00:12:33,060 well as the customer's desired outcomes. I may be a 206 00:12:33,060 --> 00:12:36,850 customer visiting a website, interested in making a purchase, or 207 00:12:36,850 --> 00:12:39,870 I may be looking to get support for a product. 208 00:12:40,250 --> 00:12:44,150 Those are my outcomes as a end customer. The business 209 00:12:44,150 --> 00:12:48,160 wants to deliver the right information at the right time efficiently. 210 00:12:48,630 --> 00:12:52,680 So everybody's outcome is being considered here in an effort 211 00:12:52,680 --> 00:12:57,710 to connect the dots between the analysis, the outcome prediction, 212 00:12:57,710 --> 00:13:02,130 the first touch interaction and so on. As I go 213 00:13:02,130 --> 00:13:04,680 into the demonstration here in a moment, I want you 214 00:13:04,680 --> 00:13:08,220 to think about the real life experience of walking into 215 00:13:08,220 --> 00:13:11,740 a retail store, and somebody walking up to you saying, 216 00:13:11,930 --> 00:13:14,110 a clerk at the store, " Can I help you? Can 217 00:13:14,110 --> 00:13:18,170 I help you now? How about now?" An experienced a 218 00:13:18,170 --> 00:13:21,770 store clerk, salesperson or support person is going to observe 219 00:13:21,770 --> 00:13:23,740 what you're doing, what are you putting in your cart, 220 00:13:23,740 --> 00:13:27,210 where are you stopping in the store, which aisles and 221 00:13:27,210 --> 00:13:30,690 so on, and they're going to take that into context intelligently 222 00:13:30,840 --> 00:13:34,970 about how, when, with whom to engage to personalize that 223 00:13:34,970 --> 00:13:38,770 experience. Okay, now I'm going to switch and share my 224 00:13:38,770 --> 00:13:45,560 browser and show you the demonstration. All right. So I 225 00:13:45,560 --> 00:13:48,510 am going to show you a visitor on the left, 226 00:13:48,710 --> 00:13:52,100 visiting a website, the GSOL website, and on the right, 227 00:13:52,100 --> 00:13:54,120 I'm going to give you a peek under the hood 228 00:13:54,160 --> 00:13:57,180 of the predictive engagement platform. I'm going to show you 229 00:13:57,180 --> 00:14:01,220 what the system can see, how we're analyzing and predicting, 230 00:14:01,400 --> 00:14:05,660 when and with whom to engage. Then after I do 231 00:14:05,660 --> 00:14:09,350 that, I'm going to show you an agent experience. So 232 00:14:09,350 --> 00:14:12,740 keep in mind, initially, I'm showing you what is happening 233 00:14:12,740 --> 00:14:16,250 under the hood of the platform. What we're doing here 234 00:14:16,250 --> 00:14:17,940 is looking at all of the people who are on 235 00:14:17,940 --> 00:14:20,660 the site, some are known and some are unknown, and 236 00:14:20,660 --> 00:14:24,410 we're observing their interactions. This is also looking at what's 237 00:14:24,410 --> 00:14:29,910 happening in the contact center and connecting through our event- 238 00:14:29,910 --> 00:14:34,050 driven orchestration to other systems where we're leveraging CRM data, 239 00:14:34,050 --> 00:14:38,110 marketing automation data, and even other systems that have web- 240 00:14:38,330 --> 00:14:42,160 based APIs. So I'm going to highlight this one individual 241 00:14:42,490 --> 00:14:45,520 that happens to be me, and you'll notice something here, 242 00:14:45,520 --> 00:14:48,730 as the visitor on the left starts to navigate around 243 00:14:48,980 --> 00:14:53,360 and look at different pages, we're going that behavior being 244 00:14:53,360 --> 00:14:56,930 observed and analyzed, and we're even making predictions about this 245 00:14:57,050 --> 00:15:00,310 unknown visitor, now unknown. We can see what part of 246 00:15:00,310 --> 00:15:04,240 the world they're located, some technographic information about the devices 247 00:15:04,240 --> 00:15:08,140 that they're using, and we can see historical information here 248 00:15:08,380 --> 00:15:11,410 as well, if there were previous visits. So again, I'm 249 00:15:11,410 --> 00:15:14,040 unknown at the moment. But now I start to put 250 00:15:14,220 --> 00:15:17,470 something in my shopping cart. I add these batteries to 251 00:15:17,470 --> 00:15:20,580 the shopping cart, and you'll see here that now that 252 00:15:20,580 --> 00:15:23,420 I've added something to my shopping cart, the system can 253 00:15:23,420 --> 00:15:26,600 see what is in the cart, what's the value, which 254 00:15:26,600 --> 00:15:29,910 product category. We can see that were identified as a 255 00:15:29,910 --> 00:15:33,700 particular segment, and there are other events that occurred like 256 00:15:33,700 --> 00:15:38,070 our cart value changed from zero to $ 216. So 257 00:15:38,120 --> 00:15:41,300 before the visitor on the left proceeds to check out, 258 00:15:41,720 --> 00:15:43,750 they may want to log in because they have some 259 00:15:43,750 --> 00:15:48,050 stored payment information in the system, and you'll see a 260 00:15:48,050 --> 00:15:51,780 few things happening. Now that we've logged in, we know 261 00:15:51,780 --> 00:15:55,210 the identity of that visitor, and we can see that 262 00:15:55,260 --> 00:15:59,840 maybe they're eligible for other communication options. Now that we're 263 00:15:59,840 --> 00:16:03,080 logged in, maybe our purchase history or the value of 264 00:16:03,080 --> 00:16:06,340 our shopping cart gives us a few more options to 265 00:16:06,340 --> 00:16:10,630 communicate. That just appeared after I logged in. When I 266 00:16:10,630 --> 00:16:13,900 proceed back to check out, I go back here and 267 00:16:13,900 --> 00:16:17,190 you'll see that the prediction of checking out is higher, 268 00:16:17,310 --> 00:16:20,390 and just to highlight here, we're making two predictions that 269 00:16:20,390 --> 00:16:24,790 make sense in our configured for the GSOL customer. Your 270 00:16:24,790 --> 00:16:28,040 business and any other business would have different configured outcomes, 271 00:16:28,560 --> 00:16:31,800 making a purchase or being identified as a lead, those 272 00:16:31,800 --> 00:16:35,170 are sales and marketing outcomes. But you could have care 273 00:16:35,170 --> 00:16:38,350 outcomes, like make an inbound call for support or open 274 00:16:38,350 --> 00:16:42,570 a trouble ticket. So here, the visitor in their purchase 275 00:16:42,570 --> 00:16:49,040 motion doesn't know what the discount code is, and before 276 00:16:49,040 --> 00:16:52,010 they check out, they start searching for it. Maybe they 277 00:16:52,010 --> 00:16:56,800 go over here and they search for discount codes, and 278 00:16:56,800 --> 00:17:00,050 we're going to pick up that search information and what 279 00:17:00,050 --> 00:17:02,760 just happened here on the left is we triggered, the 280 00:17:02,760 --> 00:17:08,600 platform triggered an automated chat offer that is leveraging all 281 00:17:08,600 --> 00:17:11,220 of the context, all of the analysis and predictions that 282 00:17:11,220 --> 00:17:14,410 we're observing under the hood in the platform on the 283 00:17:14,410 --> 00:17:20,370 right. As the visitor accepts this chat, they're going to 284 00:17:20,370 --> 00:17:25,170 initially be prompted with an intelligent chat bot who knows 285 00:17:25,170 --> 00:17:28,670 this is Dan, and that he's likely to need help 286 00:17:28,670 --> 00:17:32,850 with his purchase today. So first, we're leveraging the intelligence 287 00:17:33,020 --> 00:17:36,560 bots, and here we may want to say, " Yes, I've 288 00:17:36,560 --> 00:17:45,800 got a question. Wondering about," oops, type, " about shipping availability." 289 00:17:49,340 --> 00:17:52,390 We are going to get a response back telling us 290 00:17:52,430 --> 00:17:55,060 a bit about that topic, and then, " Yes, I've got 291 00:17:55,060 --> 00:17:57,810 questions about my discount code and I want to talk 292 00:17:57,810 --> 00:18:05,950 to an agent please." So when that initial step connecting 293 00:18:05,950 --> 00:18:08,270 us to an agent occurs, we're doing a few different 294 00:18:08,270 --> 00:18:13,900 things here. We're going to answer this interaction, and now 295 00:18:14,070 --> 00:18:18,440 I'm going to show you the agent view, okay? Again, 296 00:18:18,740 --> 00:18:20,810 what we were looking at was what was happening under 297 00:18:20,810 --> 00:18:24,670 the hood. But now as an agent, I have access 298 00:18:24,900 --> 00:18:29,210 to what was in the shopping cart, maybe previous visits, 299 00:18:30,360 --> 00:18:33,800 the likelihood, hey, this visitor got very likely to making 300 00:18:33,800 --> 00:18:37,330 a purchase and then abandoned, and then we could continue 301 00:18:37,330 --> 00:18:39,810 to watch while we're thinking about what we're going to 302 00:18:39,810 --> 00:18:43,410 say, watch what that customer is doing. We're going to 303 00:18:43,410 --> 00:18:47,760 leverage these segments and the behaviors, and as I hover 304 00:18:47,760 --> 00:18:50,060 over as an agent some of these elements on the 305 00:18:50,060 --> 00:18:53,890 right, I decide I want to respond with a canned 306 00:18:53,920 --> 00:19:00,540 response about discount codes. So I search for my available 307 00:19:00,540 --> 00:19:04,940 canned responses. I find the appropriate one here and now 308 00:19:05,220 --> 00:19:08,640 I can guide that customer to the right information so 309 00:19:08,640 --> 00:19:13,300 that they have the context and information that they need 310 00:19:13,560 --> 00:19:18,520 to improve and streamline the process. Now they know that 311 00:19:18,520 --> 00:19:21,420 the discount code could be entered here. They have that 312 00:19:21,420 --> 00:19:25,890 discount code available to them. I apply it and proceed 313 00:19:25,890 --> 00:19:29,810 to check out. So when I check out, you'll see 314 00:19:29,810 --> 00:19:32,800 here that the outcome is achieved. We see the payment 315 00:19:32,800 --> 00:19:35,360 was made, what was the size of the order. This 316 00:19:35,360 --> 00:19:40,970 goes from 99% to 100% and we're ready to wrap 317 00:19:40,970 --> 00:19:43,140 up. We ask the customer, " Do you need anything else at 318 00:19:43,140 --> 00:19:47,770 the moment?" Maybe they say, " Well, yes, I actually had 319 00:19:47,770 --> 00:19:51,940 some questions about your panels." So the agent has an 320 00:19:51,940 --> 00:19:56,940 opportunity to take advantage of that additional conversation, create a 321 00:19:56,940 --> 00:20:01,590 new lead in the CRM with our integration here to 322 00:20:01,590 --> 00:20:05,010 extend the reach beyond what's just happening in predictive engagement. 323 00:20:06,330 --> 00:20:08,490 We could create a lead here, but now I'm going 324 00:20:08,490 --> 00:20:11,870 to show you a separate example where we do that 325 00:20:11,870 --> 00:20:15,270 in an automated fashion. That's going to end up creating 326 00:20:15,270 --> 00:20:19,130 a lead and adding an individual to a campaign all 327 00:20:19,130 --> 00:20:23,560 under the hood automatically. So we wrap up this interaction 328 00:20:24,370 --> 00:20:27,560 and we now know exactly which wrap- up code to 329 00:20:27,560 --> 00:20:31,490 use because we saw that order placed, and now we're 330 00:20:31,490 --> 00:20:35,900 done here with this particular interaction and we're waiting for 331 00:20:35,900 --> 00:20:42,970 another. So let's say this visitor later that night or 332 00:20:42,970 --> 00:20:46,140 the next day decides they're going to go back onto 333 00:20:46,140 --> 00:20:50,440 the site and put some items in their shopping cart. 334 00:20:51,950 --> 00:20:55,090 In this second case, so you have to fast forward 335 00:20:55,090 --> 00:20:58,780 a little bit and this is a later that that 336 00:20:58,960 --> 00:21:02,920 night. They put some items in their shopping cart, and 337 00:21:02,920 --> 00:21:06,170 we're going to, again, observe what that visitor is doing 338 00:21:06,170 --> 00:21:09,320 so we can see under the hood what's happening. This 339 00:21:09,320 --> 00:21:12,480 visitor decided they would like, Dan over here would like 340 00:21:13,210 --> 00:21:17,120 10 of these items and he proceeds to check out. 341 00:21:18,330 --> 00:21:21,460 So now he's got a pretty high cart value and 342 00:21:21,460 --> 00:21:25,640 he's eligible for another discount, and this is a solar 343 00:21:25,640 --> 00:21:28,370 panel so it's a different discount code. He doesn't have 344 00:21:28,370 --> 00:21:31,560 it available to him at the moment, and he starts 345 00:21:31,560 --> 00:21:36,520 to again search around for it. He abandons this shopping 346 00:21:36,520 --> 00:21:42,220 cart, and here, what we're doing is taking advantage of 347 00:21:42,260 --> 00:21:46,270 all that information and creating a new lead in our 348 00:21:46,270 --> 00:21:52,530 CRM system that is going to inform the enterprise account 349 00:21:52,530 --> 00:21:56,330 rep who is working on deals larger than $ 2, 350 00:21:56,330 --> 00:22:00,130 000 to follow up with this customer the next day 351 00:22:00,130 --> 00:22:02,820 or first thing in the morning. Now, if I take 352 00:22:02,820 --> 00:22:05,380 a look here in our CRM system, and we want 353 00:22:05,380 --> 00:22:10,140 to observe what happened under the hood, we're going to 354 00:22:10,140 --> 00:22:13,740 look up that lead and we're going to find this 355 00:22:13,740 --> 00:22:17,460 lead, Dan was created. You can look at those details. 356 00:22:18,280 --> 00:22:21,810 In here we can see we're leveraging the journey, the 357 00:22:21,810 --> 00:22:25,350 intelligence of predictive engagement can see that the shopping cart 358 00:22:25,350 --> 00:22:29,620 value was $ 2, 100. We can see what the 359 00:22:29,620 --> 00:22:31,770 items were that were in the cart, and then we 360 00:22:31,770 --> 00:22:38,280 also created a new member to our GSOL campaign. It 361 00:22:38,280 --> 00:22:43,190 is going to inform the enterprise account rep that he 362 00:22:43,190 --> 00:22:46,620 needs to follow up, either initiate a call or send 363 00:22:46,620 --> 00:22:50,300 an email to follow up with Dan the next day. 364 00:22:52,940 --> 00:22:58,060 So that concludes my demo. Thank you, Dan. That was 365 00:22:58,060 --> 00:23:01,160 great. Thank you for joining us for this edition of 366 00:23:01,170 --> 00:23:03,410 LinkedIn Live and what I hope is the first of 367 00:23:03,410 --> 00:23:05,850 many that do a deep dive into the Genesys AI 368 00:23:06,150 --> 00:23:09,590 portfolio. Thank you all for joining us. If any of 369 00:23:09,590 --> 00:23:13,180 you would like more information, there is a self guided 370 00:23:13,180 --> 00:23:17,400 tour available at Genesys. com, along with a hyperlink at 371 00:23:17,400 --> 00:23:19,600 the bottom that allows you to reach out in case 372 00:23:19,600 --> 00:23:22,580 you want to contact any of our account executives, your 373 00:23:22,580 --> 00:23:26,470 Genesys support team, or generally any more information on anything 374 00:23:26,470 --> 00:23:29,760 that you saw today. So again, thank you for your 375 00:23:29,760 --> 00:23:33,270 time. We appreciate your partnership and we look forward to 376 00:23:33,270 --> 00:23:35,670 seeing you at another edition of LinkedIn Live soon.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001krpdQAA"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys Genesys Cloud Demo See Genesys Cloud in action: Let’s get digital Digital channels add key context to the customer journey [cutoff co_thick="2px"][webinarschedulesingle]Let your customers and prospects communicate with your business on their terms. This was difficult in the past; agents had to manage multiple systems and customer context often was lost between channels. But, modern technology has streamlined things. An all-in-one contact center solution makes it easy to reach users on the channels they prefer. That means you can communicate where your customers want and keep track of the thread, if their preferences change. Join us for this Genesys Cloud Demo as we dig into digital channels. Learn how to manage chat, email, SMS, social media and more — all within your call center software.[mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6dbQAA"] Meet the Speakers Kenny Saalman Associate Strategic Sales Consultant Genesys AppFoundry Webinar Three ways to extend your cloud contact center [cutoff co_thick="2px"]Your contact center needs to meet the needs of your customers while ensuring your employees and the community remain safe during the COVID-19 pandemic. Giving employees the freedom to work from home is critical. We’re all in this together. And through the Genesys Rapid Response offer and our AppFoundry partners, we can enable you to extend capabilities with add-on applications from the AppFoundry Marketplace. This webinar explains how to extend your cloud contact center: Try any free trial apps for 90 days Get credit for your overage charges with select premium apps Get the new Genesys and Google bot at no cost [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t6o5QAA"] Meet the Speaker Walla Oriqat Sr Partner Program Manager, AppFoundry Genesys On-Demand Webinar All your Contact Center AI security questions answered [cutoff co_thick="2px"][webinarschedule]Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security: Data protection Access control Application security Compliance Resiliency Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI.[cutoff co_thick="2px"]1 00:00:10,410 --> 00:00:14,570 Good morning, evening and afternoon, everyone. My name's Josh Reed and I'm from the 2 00:00:14,570 --> 00:00:16,710 digital events team here at Genesys. And let me be 3 00:00:16,710 --> 00:00:19,930 the first to welcome you to today's webcast all your 4 00:00:19,930 --> 00:00:23,610 cloud, or sorry, all your contact center, AI security questions 5 00:00:23,750 --> 00:00:26,940 answered. So, to kick it off as per usual, we 6 00:00:26,940 --> 00:00:29,540 have a couple of housekeeping items to cover. First off, if 7 00:00:29,640 --> 00:00:33,370 you experienced any issues, listening or viewing to today's webcast, 8 00:00:33,880 --> 00:00:35,730 refresh your browser, or make sure that it's up to 9 00:00:35,730 --> 00:00:39,450 date to support HTML5. These usually fix any console issues 10 00:00:39,450 --> 00:00:41,930 that you may have. Also, if you're having trouble seeing 11 00:00:41,930 --> 00:00:45,400 the slide window or our presenters webcams today, you can 12 00:00:45,400 --> 00:00:47,640 enlarge that screen by dragging any of the corners of 13 00:00:47,640 --> 00:00:51,530 that window, also note that this is designed to be 14 00:00:51,530 --> 00:00:54,500 an interactive experience between you and our presenters. So, at 15 00:00:54,500 --> 00:00:57,640 any time during today's webcast, if you hear anything that 16 00:00:57,640 --> 00:01:00,130 you want to learn more about, throw your questions into 17 00:01:00,130 --> 00:01:01,940 the Q and A window in the center of your 18 00:01:01,940 --> 00:01:04,600 screen, and we'll answer as many as we can during 19 00:01:04,600 --> 00:01:06,910 our brief Q and A at the end. However, and 20 00:01:06,910 --> 00:01:09,420 it sometimes does happen if time gets away from us 21 00:01:09,420 --> 00:01:12,020 and we are not able to answer your questions aloud, 22 00:01:12,190 --> 00:01:14,660 don't worry, we'll follow up with you via email within 23 00:01:14,660 --> 00:01:18,300 the next few business days. And note that if you 24 00:01:18,300 --> 00:01:22,380 miss anything during today's presentation, you have to get up, 25 00:01:22,380 --> 00:01:25,050 you need to grab water, anything like that. Don't fret 26 00:01:25,050 --> 00:01:27,830 you will receive the on- demand recording via email from 27 00:01:28,010 --> 00:01:30,410 ON24 within the next few business days. So, just be 28 00:01:30,410 --> 00:01:35,090 on the lookout for that. And also note that we 29 00:01:35,090 --> 00:01:37,490 would love to give you as much information about today's 30 00:01:37,490 --> 00:01:40,730 topic as possible. So, below the Q and A window, 31 00:01:40,730 --> 00:01:43,560 you have the resource list. So, click any of those 32 00:01:43,560 --> 00:01:45,280 links in the resource list, They'll open up in a 33 00:01:45,280 --> 00:01:48,070 new tab in your browser and expand on today's topic. 34 00:01:49,560 --> 00:01:51,410 And like I said, short and sweet. So, what I'm 35 00:01:51,410 --> 00:01:53,320 actually going to do now is I'm going to hand 36 00:01:53,320 --> 00:01:55,980 it off to my partner in crime today, Wendy Mikkelsen, 37 00:01:55,980 --> 00:01:58,660 the senior director of product marketing here at Genesys. Wendy, 38 00:01:58,790 --> 00:02:03,210 the floor is yours. Thanks Josh. Before we kick things 39 00:02:03,210 --> 00:02:06,810 off, let's meet our speakers today. Kishor, would you like 40 00:02:06,810 --> 00:02:10,050 to kick it off? Yep. Hi everyone. My name is 41 00:02:10,060 --> 00:02:13,670 Kishor Aher. I'm the lead architect for contact center, AI 42 00:02:13,920 --> 00:02:17,920 at Google. And what that means is I take the customers through 43 00:02:17,920 --> 00:02:23,760 the journey of contact center AI modernization. Toby. Yeah, my 44 00:02:23,760 --> 00:02:26,170 name is Toby Tobkin. I do the same thing as 45 00:02:26,170 --> 00:02:31,300 Kishor and just a little bit less cool. Hey everyone, 46 00:02:31,300 --> 00:02:34,630 I'm Janelle Dieken, senior vice president of product marketing here 47 00:02:34,630 --> 00:02:37,960 at Genesys and no stranger to tech. I'm a computer 48 00:02:37,960 --> 00:02:44,010 programmer at heart and like the team history too, history 49 00:02:44,010 --> 00:02:49,180 in sales engineering and solutions engineering as well. Thanks Janelle 50 00:02:49,180 --> 00:02:52,790 and I'm Wendy Mikkelsen, senior director of product marketing at 51 00:02:52,790 --> 00:02:56,940 Genesys, and I will be your host for today. I 52 00:02:56,940 --> 00:03:01,360 think we all understand the promise and business value of 53 00:03:01,360 --> 00:03:06,400 using AI within our customer service operations, that conversational AI 54 00:03:06,400 --> 00:03:10,930 can both improve the customer experience and offer better efficiency 55 00:03:10,930 --> 00:03:16,100 and cost benefits for many organizations. And consumers want better 56 00:03:16,100 --> 00:03:21,550 access, more than 60% of consumers want more self service 57 00:03:21,550 --> 00:03:25,570 options when it comes to accessing customer service. And all 58 00:03:25,570 --> 00:03:29,140 of us as consumers ourselves know that we don't always 59 00:03:29,140 --> 00:03:31,990 want to interact with a human. We just don't have 60 00:03:31,990 --> 00:03:36,140 that kind of time. And Forrester says that 53% of 61 00:03:36,180 --> 00:03:40,340 organizations have already deployed AI within their business. And of 62 00:03:40,340 --> 00:03:43,710 course, that's expected to grow considerably in the coming years. 63 00:03:44,560 --> 00:03:50,000 In fact, IDC predicts that by 2023, 50% of customer 64 00:03:50,000 --> 00:03:54,870 interactions will be augmented or enriched by AI. And they 65 00:03:54,870 --> 00:03:58,770 estimate that the market is a $ 97 billion market 66 00:03:58,770 --> 00:04:02,730 that will continue to grow. The point here is AI 67 00:04:02,730 --> 00:04:05,380 is here to stay and it's been proven to offer 68 00:04:05,380 --> 00:04:10,240 tremendous value. And with the recent pandemic, we're seeing many 69 00:04:10,240 --> 00:04:14,790 AI projects move forward very quickly as organizations around the 70 00:04:14,790 --> 00:04:18,280 world are now adjusting to operating under the new normal. 71 00:04:18,750 --> 00:04:22,430 We're seeing businesses adopt AI to help serve their customers 72 00:04:22,430 --> 00:04:26,340 better and faster. But of course, how do we keep 73 00:04:26,340 --> 00:04:30,530 all of that data secure? Our customers are trusting us 74 00:04:30,530 --> 00:04:34,810 with their personal information and we as consumers are trusting 75 00:04:34,850 --> 00:04:39,370 organizations around the world with our own personal data. So, 76 00:04:39,370 --> 00:04:42,730 today we're going to explore the topic of AI security 77 00:04:42,730 --> 00:04:45,650 within the contact center. And we've brought together this panel 78 00:04:45,650 --> 00:04:49,210 of experts from both Google and Genesys to answer some 79 00:04:49,210 --> 00:04:54,040 of the top questions that we've received from organizations. And 80 00:04:54,040 --> 00:04:55,630 as Josh said, of course, we're going to try to 81 00:04:55,630 --> 00:04:59,610 get to your submitted questions. But we curated dozens of 82 00:04:59,610 --> 00:05:03,520 questions that both Google and Genesys have received, and we're 83 00:05:03,520 --> 00:05:06,480 going to be answering some of those top questions. So, 84 00:05:07,010 --> 00:05:11,770 your question may be answered as we go along. So, 85 00:05:11,770 --> 00:05:17,320 we've organized our questions into three categories. First, we're going 86 00:05:17,320 --> 00:05:19,750 to look at how your data is protected when you 87 00:05:19,750 --> 00:05:23,400 use AI within your contact center. And how both Genesys 88 00:05:24,270 --> 00:05:28,950 and Google are safeguarding that precious data. We'll look at 89 00:05:28,950 --> 00:05:33,390 both data in transit and data at rest. Second, we'll 90 00:05:33,390 --> 00:05:37,300 be covering options for controlling access to that data and 91 00:05:37,300 --> 00:05:42,580 how both Genesys and Google are managing application security. This 92 00:05:42,580 --> 00:05:46,400 is to ensure that no unauthorized users have access to 93 00:05:46,400 --> 00:05:49,400 your data. There's a lot of bad actors out there 94 00:05:49,400 --> 00:05:51,310 so we want to make sure you have the controls 95 00:05:51,310 --> 00:05:55,240 to prevent unauthorized access. And last but not least, we're 96 00:05:55,240 --> 00:06:00,160 going to look at compliance that Google and Genesys offer 97 00:06:00,640 --> 00:06:04,260 and how we make sure that your AI and contexts, 98 00:06:04,260 --> 00:06:09,150 that our systems are resilient and always available. And then 99 00:06:09,150 --> 00:06:11,470 finally, we'll wrap it up and we'll look at how 100 00:06:11,470 --> 00:06:14,500 you can use contexts that are AI as part of 101 00:06:14,500 --> 00:06:19,240 your business continuity plan. But before we get started, let's 102 00:06:19,240 --> 00:06:22,390 do a quick audience poll. And so, everyone get your 103 00:06:22,390 --> 00:06:28,510 mouse ready. Which of the following is your top cloud 104 00:06:28,510 --> 00:06:32,890 contact center and or AI security concerns? So, again, your 105 00:06:32,890 --> 00:06:37,740 top concern, is it a, continuous security monitoring and threat 106 00:06:37,740 --> 00:06:43,320 detection? Is it b, controlling access to customer data? Is 107 00:06:43,320 --> 00:06:47,150 it c, data encryption while in transit or at rest? 108 00:06:47,770 --> 00:06:52,100 Or is it d, compliance and regulatory requirements? So, again, 109 00:06:52,100 --> 00:06:56,100 your top security concern when it comes to contact center 110 00:06:56,380 --> 00:07:01,220 or AI? Okay, let's go ahead and look at the 111 00:07:01,220 --> 00:07:08,950 poll results. Interesting, compliance and regulatory requirements. That's really important. 112 00:07:09,960 --> 00:07:13,410 Kishor, Toby, Janelle, anything you want to add or you 113 00:07:13,410 --> 00:07:18,520 find interesting about this? It sounds exactly right to me. 114 00:07:18,520 --> 00:07:21,480 Yeah, for sure. I was expecting, this is what we 115 00:07:21,480 --> 00:07:25,310 hear every time from our customers. I was actually thinking 116 00:07:25,310 --> 00:07:29,110 that the second one would be a little higher, however, it's interesting 117 00:07:29,110 --> 00:07:32,550 to see 14% chose the third option, but certainly compliance 118 00:07:32,550 --> 00:07:35,030 and regulatory is key and we'll talk more about that 119 00:07:35,030 --> 00:07:49,390 later, I know. Awesome. So, before we jump into security 120 00:07:49,390 --> 00:07:55,120 topics, I think it'd be best if we set the 121 00:07:55,120 --> 00:07:58,580 stage a bit and let's ease our way into security 122 00:07:58,580 --> 00:08:02,000 by having some of our experts tell us a little 123 00:08:02,000 --> 00:08:06,700 bit about how to use AI in your contact center. 124 00:08:07,450 --> 00:08:12,300 Kishor, first step, tell us a little bit about contact center AI. 125 00:08:12,300 --> 00:08:15,270 And can you share some examples of companies who have 126 00:08:15,270 --> 00:08:19,580 adopted contact center AI and how they integrated that into 127 00:08:19,580 --> 00:08:26,540 their contact center? Sure. Thanks, Wendy. So, contact center AI offered 128 00:08:26,970 --> 00:08:31,470 by Google and Genesys is an integrated solution. And what it 129 00:08:31,470 --> 00:08:35,210 means is that it gives you the best of both worlds. Genesys 130 00:08:35,260 --> 00:08:39,690 is a leader in contact center space and Google is 131 00:08:39,690 --> 00:08:43,410 in AI space. So, we come together, we integrate our 132 00:08:43,410 --> 00:08:47,620 products and we offer it to our end customers. It is an 133 00:08:47,870 --> 00:08:51,480 omnichannel solution so that means you can have a chat 134 00:08:51,650 --> 00:08:55,140 integration, voice integration and social media integration out of the 135 00:08:55,140 --> 00:09:01,240 box. Typically, contact center AI solution needs to take care 136 00:09:01,250 --> 00:09:05,230 of three different kinds of stakeholders. First stakeholder is the 137 00:09:05,230 --> 00:09:08,810 end customer. So, end customer calls in into the contact 138 00:09:08,810 --> 00:09:12,840 center and they are either interacting with the bot or 139 00:09:12,840 --> 00:09:16,150 they are interacting with the human agent. So, human agents 140 00:09:16,150 --> 00:09:20,820 are our second stakeholders. And the third stakeholder are basically 141 00:09:20,820 --> 00:09:26,270 agent managers or customer experience executives because they need transparency 142 00:09:26,520 --> 00:09:30,930 into the contact center. Remember contact center, mostly handles unstructured 143 00:09:31,020 --> 00:09:35,070 data that is like voice or chat. And it is 144 00:09:35,070 --> 00:09:46,820 very important to take this unstructured data and create structure and information out of this data. And Google AI can help you dig this unstructured data and 145 00:09:46,820 --> 00:09:49,420 create structure out of it. Toby, do you want to 146 00:09:49,420 --> 00:09:54,820 add something to that? Yeah, definitely. I think that I'd also like to break 147 00:09:54,820 --> 00:09:56,980 it down a little bit about where the technology comes 148 00:09:56,980 --> 00:09:59,890 from and what it actually means for contact center operators. 149 00:10:00,900 --> 00:10:04,170 So, just to set a little bit of interesting background 150 00:10:04,170 --> 00:10:08,010 here. So, contact center AI is actually made up of, 151 00:10:09,070 --> 00:10:12,690 I'd say three big separate components that are integrated into 152 00:10:12,690 --> 00:10:17,030 Genesys ecosystem. One of them is CCAI virtual agents, which is based 153 00:10:17,030 --> 00:10:20,560 on a piece of software called Dialogue Flow. Dialogue Flow 154 00:10:20,560 --> 00:10:24,790 is actually a platform that's used program, Google Assistant at 155 00:10:24,790 --> 00:10:27,040 Google. So, this is actually the same piece of software 156 00:10:27,040 --> 00:10:29,760 that developers use to actually build their voice applications for 157 00:10:30,550 --> 00:10:34,460 AI assistance. On the second one is Agent Assist. This 158 00:10:34,460 --> 00:10:38,320 is actually a piece of software prides provides AI augmentation 159 00:10:38,320 --> 00:10:42,020 for our contact center agent's job helping them go and 160 00:10:42,370 --> 00:10:45,430 fill in fields automatically or giving them turn by turn 161 00:10:45,430 --> 00:10:48,810 guidance for solving a complex issue. And finally, there's also 162 00:10:48,810 --> 00:10:51,710 Insights AI. And so, what this does is it actually 163 00:10:51,710 --> 00:10:55,520 surfaces all the information that the artificial intelligence is actually 164 00:10:55,520 --> 00:10:57,970 seeing out in the field at your contact center in 165 00:10:57,970 --> 00:11:02,510 a digestible format. So, what does it actually mean? Especially, 166 00:11:02,580 --> 00:11:05,670 I would say Dialogue Flow is the one CCAI virtual agent, 167 00:11:05,670 --> 00:11:07,780 which based on Dialogue Flow is when I get the most questions 168 00:11:07,780 --> 00:11:13,000 on from contact center operators. This is a combination of 169 00:11:13,000 --> 00:11:16,340 some things there are net new and also things that 170 00:11:16,340 --> 00:11:19,210 are kind of just like next generation of tasks you 171 00:11:19,210 --> 00:11:21,650 already do for your contact center. I'd say the most 172 00:11:21,650 --> 00:11:26,140 relatable thing is the thing that most next generation. So, 173 00:11:26,140 --> 00:11:29,260 if say your program menu, oftentimes nowadays you'll use a 174 00:11:29,260 --> 00:11:33,660 keyword recognition system, something where if somebody says something like 175 00:11:33,740 --> 00:11:36,460 pay my bill, that will go to the pay bill 176 00:11:36,460 --> 00:11:40,110 menu and walk you through that. The next generation gear, 177 00:11:40,110 --> 00:11:43,680 when you actually using something like CCAI virtual agent is 178 00:11:43,680 --> 00:11:46,270 people can express themselves however they want and the system 179 00:11:46,270 --> 00:11:52,370 will still capture it. So, something like, " Hey, I want 180 00:11:52,370 --> 00:11:55,230 to pay my bill now. Is it possible to do 181 00:11:55,230 --> 00:11:57,740 it by a credit card?" It would be able to 182 00:11:57,740 --> 00:12:01,060 actually go and pick up that utterance and still classify 183 00:12:01,060 --> 00:12:04,050 the intent as being pay my bill, even though it 184 00:12:04,050 --> 00:12:08,470 was very open ended and freely expressed. I would say 185 00:12:08,470 --> 00:12:11,750 that menu replacements tend to be the first step that 186 00:12:11,750 --> 00:12:14,410 most people actually do when they use the system. And 187 00:12:14,410 --> 00:12:16,300 then they tend to move on to much more sophisticated 188 00:12:16,300 --> 00:12:19,030 use cases, where we do say automated diagnostics or a 189 00:12:19,030 --> 00:12:23,730 resolution of issues even if it's quite complex. Anything else 190 00:12:23,730 --> 00:12:27,820 you think I should add Kishor? How about some examples of 191 00:12:27,820 --> 00:12:32,210 type of customers we work with? Oh, yeah, definitely. I 192 00:12:33,030 --> 00:12:36,590 would say that the breakdown is very interesting. I would 193 00:12:36,790 --> 00:12:45,990 say that healthcare, finance and telecommunications have really been driving 194 00:12:47,000 --> 00:12:49,520 most of our business at their onset. They definitely benefit 195 00:12:49,520 --> 00:12:52,750 the most from having a very sophisticated AI at the 196 00:12:52,750 --> 00:12:56,540 center of their contact center, because they tend to deal 197 00:12:56,540 --> 00:12:59,470 with very complex issues that also overlap with a lot 198 00:12:59,470 --> 00:13:07,000 of regulations, compliance, a lot of laws and frameworks around 199 00:13:07,000 --> 00:13:09,990 like when you can bill people, when you can't, when 200 00:13:09,990 --> 00:13:12,110 you can talk about certain types of personal information and 201 00:13:12,110 --> 00:13:19,470 when you can't. And so, all those business rules and 202 00:13:19,470 --> 00:13:22,250 business process that are in those types of organizations definitely 203 00:13:22,250 --> 00:13:27,590 drove a strong need to have more sophisticated tooling for 204 00:13:27,750 --> 00:13:32,780 providing automation around it. However, some of my customers that 205 00:13:32,780 --> 00:13:37,110 have scaled up the furthest so far have actually been 206 00:13:37,110 --> 00:13:42,650 retailers because their business can iterate very quickly. And so, 207 00:13:42,650 --> 00:13:45,370 they've actually already started to build things like automated appointment 208 00:13:45,370 --> 00:13:51,730 scheduling, automating returns and these sorts of use cases. Thanks, 209 00:13:52,120 --> 00:13:56,320 that's a great explanation. Janelle, maybe you could tell us 210 00:13:56,320 --> 00:13:59,790 a little bit about some of the AI use cases that you're 211 00:13:59,790 --> 00:14:05,690 seeing organizations deploy and the problems they've solved. Yeah, absolutely. 212 00:14:05,690 --> 00:14:12,050 And we see very similar industries that Toby mentioned adopting 213 00:14:12,100 --> 00:14:15,770 our AI applications as well. And certainly the ones where 214 00:14:15,770 --> 00:14:19,890 we integrate with Google CCAI come into play virtual agent, 215 00:14:20,280 --> 00:14:25,630 agent assist, even from the insights perspective. But in addition 216 00:14:25,630 --> 00:14:28,850 to those and to compliment those, we have additional ones 217 00:14:28,900 --> 00:14:34,870 that support both stakeholders of improving the customer experience as 218 00:14:34,870 --> 00:14:38,180 well as improving the employee experience. So, a couple of 219 00:14:38,180 --> 00:14:41,890 examples that come to my mind, Wendy are predictive engagement, 220 00:14:42,310 --> 00:14:47,260 where upfront, for example, I could be researching loan rates 221 00:14:47,610 --> 00:14:50,640 with my financial services company. And I may be part 222 00:14:50,640 --> 00:14:53,520 way through filling out a form when the bank behind 223 00:14:53,520 --> 00:14:56,620 the scenes is monitoring my behavior on their website real 224 00:14:56,620 --> 00:15:00,580 time and predicting the outcome based on that behavior, as 225 00:15:00,590 --> 00:15:02,810 well as any other data that they might have about 226 00:15:02,810 --> 00:15:06,630 me. And in that moment of truth before, maybe I 227 00:15:06,630 --> 00:15:10,260 go away from that website and look at other banks 228 00:15:10,260 --> 00:15:14,050 online, they may offer me a special promotion or offer 229 00:15:14,050 --> 00:15:17,940 me an invitation to chat or request a call back. 230 00:15:17,990 --> 00:15:21,980 So, that's another AI application that can compliment, and maybe 231 00:15:21,980 --> 00:15:25,300 even front end the virtual agent that could then pop 232 00:15:25,300 --> 00:15:29,520 up in that invitation with Google CCAI and do some 233 00:15:29,520 --> 00:15:33,090 more prompting and collect some more information before routing it 234 00:15:33,090 --> 00:15:36,470 to that very best alone loan agent. Then on the 235 00:15:36,470 --> 00:15:39,940 employee journey side of things, one of the other AI 236 00:15:39,940 --> 00:15:44,610 applications that come to mind really relate to more accurate, 237 00:15:44,660 --> 00:15:50,240 as well as accelerated forecasting and scheduling so that when 238 00:15:50,250 --> 00:15:54,380 that loan a specialist needs to be staffed, we can 239 00:15:54,400 --> 00:15:57,680 utilize all of that employee data, as well as the 240 00:15:57,680 --> 00:16:04,410 demand, a much more sophisticated perspective to get to really 241 00:16:04,410 --> 00:16:07,390 the highest accuracy rates and getting the right people staffed 242 00:16:07,660 --> 00:16:12,190 to handle the expected demand. So, workforce engagement management, absolutely 243 00:16:12,360 --> 00:16:16,520 important and broadly used use case for AI as well 244 00:16:16,520 --> 00:16:20,100 as predictive engagement that supports not even just improving customer 245 00:16:20,100 --> 00:16:24,030 experience, but also driving sales and marketing. We see financial 246 00:16:24,030 --> 00:16:28,620 institutions have four times conversion rates and at 60% a 247 00:16:28,630 --> 00:16:31,590 lower cost per lead with that application. So, a lot 248 00:16:31,590 --> 00:16:36,560 of business results and business outcomes versus just having AI 249 00:16:36,560 --> 00:16:39,260 for the sake of AI, which I think especially in 250 00:16:39,260 --> 00:16:41,300 this day and age is what matters most the business 251 00:16:41,300 --> 00:16:48,020 outcome that we're driving towards. Yeah, absolutely. Good response there. 252 00:16:48,510 --> 00:16:53,870 Okay. So, one of the questions we received from customers 253 00:16:54,370 --> 00:16:59,060 frequently is what is Dialogue Flow? And maybe Toby, you 254 00:16:59,060 --> 00:17:01,210 can take this one and how does it integrate with 255 00:17:01,210 --> 00:17:06,100 my contact center? Yeah, definitely. I know I alluded to 256 00:17:06,100 --> 00:17:11,030 it a little bit before but Dialogue Flow is the platform that you actually 257 00:17:11,030 --> 00:17:16,600 build artificial intelligence automation in. And so, this would be things 258 00:17:16,600 --> 00:17:22,990 like actually if you've ever built IVR trees before, this 259 00:17:22,990 --> 00:17:25,710 is kind of a version of that. But if you 260 00:17:25,710 --> 00:17:28,170 were building, let's say the same technology that powers Google 261 00:17:28,170 --> 00:17:31,840 Assistant so you can build a bit more flexible of 262 00:17:31,840 --> 00:17:36,080 designs. It's also designed to be used by non- programmers. 263 00:17:36,420 --> 00:17:38,280 And so, that is you should be able to be 264 00:17:38,280 --> 00:17:40,530 productive on this even if you don't actually have a 265 00:17:40,530 --> 00:17:42,930 background in IT. But that was a major goal of 266 00:17:42,940 --> 00:17:47,630 us in designing this platform. So, overall, like I would 267 00:17:47,630 --> 00:17:57,440 say what Dialogue Flow does is it allows you to 268 00:17:57,440 --> 00:18:01,180 build conversational experiences with your customer, but it allows you to move 269 00:18:01,850 --> 00:18:06,780 from just automation to actually designing real user experience. So, 270 00:18:07,070 --> 00:18:12,020 how does it integrate with Genesys? We'll say like you 271 00:18:12,020 --> 00:18:15,740 all have something called Up Foundry and you can actually 272 00:18:15,740 --> 00:18:18,610 use this to go and add a contact center AI 273 00:18:19,610 --> 00:18:23,610 virtual agent powered by Dialogue Flow into your existing contact 274 00:18:23,610 --> 00:18:28,060 center. And we think this is especially important because there's other systems 275 00:18:28,060 --> 00:18:29,870 out there that exist that actually require you to rip 276 00:18:29,870 --> 00:18:32,930 and replace your contact center to add in artificial intelligence. 277 00:18:33,740 --> 00:18:35,530 And really our view on this is that you shouldn't 278 00:18:35,530 --> 00:18:38,690 have to go through a lot of cost and complexity 279 00:18:38,690 --> 00:18:41,970 to be able to adopt next generation of AI. You should be able to just put 280 00:18:41,970 --> 00:18:44,920 it right into your existing contact center that you already 281 00:18:44,920 --> 00:18:50,090 know and love. Yap, absolutely. It should be easy. So, let's 282 00:18:50,090 --> 00:18:54,570 get started on the security topic with a few questions 283 00:18:54,570 --> 00:18:58,190 where you receive around data protection. We know this is 284 00:18:58,190 --> 00:19:02,820 top of mind for many organizations and we want you 285 00:19:02,820 --> 00:19:05,480 to know what we're doing to secure and keep your 286 00:19:05,480 --> 00:19:09,700 data protected. We're going to answer questions that relate to 287 00:19:09,700 --> 00:19:14,050 both cloud contact center security and AI security, but let's 288 00:19:14,050 --> 00:19:20,780 start with Genesys and cloud contact center data protection. Janelle, 289 00:19:21,050 --> 00:19:24,630 a common question that we hear from customers is how 290 00:19:24,630 --> 00:19:30,120 does Genesys provide security for multi- tenent cloud environment? We 291 00:19:30,120 --> 00:19:34,020 do get that question a lot. So, multi- tenent environment security 292 00:19:34,090 --> 00:19:39,700 is enforced with essentially barriers and controls that keep your 293 00:19:39,700 --> 00:19:45,650 data completely separated from everyone else's allowing secure access to 294 00:19:45,950 --> 00:19:51,610 yours and your data only. We're regularly testing these controls 295 00:19:51,610 --> 00:19:55,360 to ensure the access is secure, and each organization is 296 00:19:55,360 --> 00:20:01,640 completely isolated within these barriers. Great. And how is that 297 00:20:01,640 --> 00:20:06,880 data encrypted? I would say it's encrypted with a TLA 298 00:20:06,930 --> 00:20:14,430 called TLS, Transport Layer Security. Genesys applications interact with cloud 299 00:20:14,430 --> 00:20:19,520 servers over transport layer security transmission. And what that does 300 00:20:19,520 --> 00:20:22,600 is it ensures the highest level of security when your 301 00:20:22,600 --> 00:20:27,610 data is in transit. The transport layer security, it terminates 302 00:20:27,640 --> 00:20:31,500 only within the Genesys network. So, you can be assured 303 00:20:31,500 --> 00:20:36,390 that your sensitive data at rest is encrypted using what's 304 00:20:36,390 --> 00:20:41,000 called AES- 256. These keys are encrypted with a regular 305 00:20:41,000 --> 00:20:45,840 rotated set of master keys for extra security. Great. And 306 00:20:46,280 --> 00:20:50,600 how does Genesys manage storage of transcripts and other data? 307 00:20:50,600 --> 00:20:54,150 Is it local or is it in the cloud? Call 308 00:20:54,150 --> 00:21:01,070 recordings, screen recordings, transcripts, they're all encrypted using an individual 309 00:21:01,070 --> 00:21:05,630 customer key that can only be decrypted by the customer 310 00:21:05,630 --> 00:21:13,270 who owns them. Our encryption algorithm uses strong 3072 that 311 00:21:13,310 --> 00:21:17,850 public private key pairs to create unreadable records that may 312 00:21:17,850 --> 00:21:22,580 be safely stored off premises. And the use of long 313 00:21:22,580 --> 00:21:27,980 and strong cryptographic keys provides an effective defense against those 314 00:21:27,980 --> 00:21:31,170 brute force attacks that we're trying to all protect ourselves 315 00:21:31,170 --> 00:21:35,900 from. The public and private keys in a pair are 316 00:21:35,900 --> 00:21:40,160 mathematically linked. The private key is used to decrypt anything 317 00:21:40,160 --> 00:21:44,500 encrypted by its corresponding public key. It's recommended that an 318 00:21:44,500 --> 00:21:48,690 organization change those encrypted keys on a regular basis for 319 00:21:48,690 --> 00:21:54,340 added security. And we also have security destruction, policies and 320 00:21:54,340 --> 00:21:58,120 controls in place to destroy your data from our environment 321 00:21:58,240 --> 00:22:02,780 when and as needed. I'll also add that retention policies 322 00:22:02,780 --> 00:22:07,700 are managed by you and can be established by you 323 00:22:08,120 --> 00:22:11,460 to suit your business needs. And contact center managers can 324 00:22:11,460 --> 00:22:16,440 select recordings and transcripts to be protected from deletion for 325 00:22:16,440 --> 00:22:22,330 legal and other reasons as well. Great. Let's shift to 326 00:22:22,330 --> 00:22:27,700 Google now. Kishor, does Google look at my customer's data? 327 00:22:27,700 --> 00:22:32,770 This is a common question. And can Google view customer data 328 00:22:32,770 --> 00:22:37,860 or other GCP customers view my data or another company's 329 00:22:37,860 --> 00:22:41,340 data? We do hear this concern from customers all the 330 00:22:41,340 --> 00:22:48,930 time, and I understand why there is this concern. So, let me make it explicitly clear that Google Cloud does not share 331 00:22:49,050 --> 00:22:52,640 or use or has access to any customer data store 332 00:22:52,720 --> 00:22:56,660 in the cloud, in any format. Very similar to what 333 00:22:56,660 --> 00:23:00,650 Janelle explains that all the data is encrypted using a 334 00:23:00,650 --> 00:23:04,810 key, and that is a customer key. All the data 335 00:23:04,870 --> 00:23:08,950 in transit and address is encrypted and cannot be accessed 336 00:23:08,950 --> 00:23:12,930 by Google cloud, or in fact, anyone else. Your data 337 00:23:12,930 --> 00:23:15,890 is yours and you control what happens to your data. 338 00:23:16,300 --> 00:23:19,120 We do not use it for any purpose. With the 339 00:23:19,120 --> 00:23:22,080 exception that if you file a support ticket with us 340 00:23:22,130 --> 00:23:27,990 and you give us explicit permission to look at your 341 00:23:27,990 --> 00:23:31,080 data to solve a problem, then we will look at 342 00:23:31,080 --> 00:23:34,150 your data, but that's very explicit and you will get 343 00:23:34,150 --> 00:23:36,730 to know that we have accessed data who, when and 344 00:23:36,730 --> 00:23:39,940 why and what data is accessed, but that's only for 345 00:23:39,940 --> 00:23:45,160 solving a problem at a specific point in time. And 346 00:23:45,160 --> 00:23:50,000 Toby, does this apply to transcripts? How are those transcripts 347 00:23:50,000 --> 00:23:53,040 stored? Are they local, or are they stored in the 348 00:23:53,040 --> 00:23:57,420 cloud? Pretty similar answer to what Kishor just gave, which 349 00:23:57,420 --> 00:24:01,270 is that it turns out if we want our customers 350 00:24:01,270 --> 00:24:03,470 actually buy cloud software from us, they really want a 351 00:24:03,470 --> 00:24:05,340 lot of control over their data. And so, that's what we 352 00:24:05,340 --> 00:24:09,540 give them. So, yeah, I mean, in terms of transcripts, 353 00:24:09,540 --> 00:24:14,410 I would really separate the answer into two different buckets. 354 00:24:14,670 --> 00:24:17,730 One is what about audio transcripts. So, actual recordings of 355 00:24:17,730 --> 00:24:20,650 what people are saying. And one is about text transcripts. 356 00:24:21,040 --> 00:24:26,300 Audio transcripts, very easy to talk about. By default we 357 00:24:26,300 --> 00:24:30,530 don't store audio recordings at all. You can opt to 358 00:24:30,530 --> 00:24:35,150 do that via Genesys or via Google Cloud storage, however 359 00:24:35,150 --> 00:24:37,960 you wish, if you program it that way. But we 360 00:24:37,960 --> 00:24:43,080 actually won't do that by default. Text transcripts on the 361 00:24:43,080 --> 00:24:45,040 other hand, this will be, say what Google texts to 362 00:24:45,040 --> 00:24:50,240 speech, which is part of Dialogue Flow that text transcripts 363 00:24:50,300 --> 00:24:52,680 are stored by default. But you have a lot of 364 00:24:52,680 --> 00:24:54,730 options in the way that you can actually control this. 365 00:24:55,070 --> 00:24:57,610 You can store it in your own database on premises, 366 00:24:57,630 --> 00:25:01,090 you can store it in a Google Cloud buckets. You 367 00:25:01,090 --> 00:25:03,820 can store it in any other type of cloud database 368 00:25:05,010 --> 00:25:08,240 really anything you want and via that direction, you can 369 00:25:08,240 --> 00:25:11,350 also control retention periods, what region that text is actually 370 00:25:11,350 --> 00:25:13,620 stored in or anything else that you would probably care 371 00:25:13,620 --> 00:25:19,030 about. Additionally, I would say as a best practice most 372 00:25:19,030 --> 00:25:23,020 of our customers will actually redact any customer logs that 373 00:25:23,070 --> 00:25:26,610 they have, any utterances that their end customers are actually 374 00:25:26,610 --> 00:25:30,350 saying it's their contact center systems so that, especially if 375 00:25:30,350 --> 00:25:34,030 they mentioned something like, " Hey, is it possible to mail 376 00:25:34,030 --> 00:25:38,930 that card to my address at 1234 Main Street?" That 377 00:25:38,930 --> 00:25:42,240 address is actually redacted from the logs, thus minimizing your 378 00:25:42,240 --> 00:25:48,240 security exposure. So, long story short is just like anything 379 00:25:48,240 --> 00:25:51,460 else you have full control over your data. And Google 380 00:25:51,460 --> 00:25:54,010 is not using it for any purpose for itself, it's 381 00:25:54,010 --> 00:25:59,870 just for you. And I think one of the top 382 00:25:59,870 --> 00:26:04,970 questions you probably received, Toby is what data is used 383 00:26:04,970 --> 00:26:11,630 for training the AI models? Also an excellent question. The 384 00:26:11,630 --> 00:26:16,620 data that you use to train AI models will be data 385 00:26:16,620 --> 00:26:20,670 that you provide. So, let's say for instance that you're 386 00:26:20,670 --> 00:26:25,050 programming a CCAI virtual agent intent for paying your bill, 387 00:26:25,550 --> 00:26:28,100 an example that we gave earlier. But you may go 388 00:26:28,100 --> 00:26:30,880 and insert training phrases into that that tells the system 389 00:26:30,880 --> 00:26:33,240 how to recognize that somebody wants to pay their bill. 390 00:26:33,820 --> 00:26:36,860 It might be something like, " I want to pay my 391 00:26:36,860 --> 00:26:42,710 bill today. Or how do I pay my bill? Or 392 00:26:43,140 --> 00:26:45,730 I have money I'm ready to pay." So, you might 393 00:26:45,730 --> 00:26:49,640 feed all of those what are called training phrases into 394 00:26:49,640 --> 00:26:51,760 the system. And the system would know that if it 395 00:26:51,760 --> 00:26:54,500 sees something similar to that, that it would go and 396 00:26:54,500 --> 00:26:57,130 recognize the intent pay my bill. So, that's the training 397 00:26:57,130 --> 00:27:01,610 input data. So, you actually go and supply that as 398 00:27:01,610 --> 00:27:03,800 a customer or you pay a system integrator, go ahead 399 00:27:03,880 --> 00:27:07,270 and do that for you. Importantly, and this is true 400 00:27:07,270 --> 00:27:10,440 for all artificial intelligence, not just for CCAI virtual agent 401 00:27:10,440 --> 00:27:12,960 and Dialogue Flow. You should make sure that there's no 402 00:27:12,960 --> 00:27:16,440 PII in that data. You don't want to be training AI models on 403 00:27:16,440 --> 00:27:18,940 PII, because then it's going to be making inferences based 404 00:27:18,950 --> 00:27:20,990 on the PII that you put in there. And it 405 00:27:20,990 --> 00:27:24,760 may be inferring things about other customers PII when it's 406 00:27:24,760 --> 00:27:29,210 talking to a different customer. So, you supply the data 407 00:27:29,210 --> 00:27:32,560 and you own that data and we don't use it 408 00:27:32,560 --> 00:27:35,580 to train other models per se, other customers, it's just 409 00:27:35,580 --> 00:27:41,410 for you. Good to know. Kishor, how is my customer's 410 00:27:41,410 --> 00:27:50,220 data on CCAI encrypted and secured? Sure. So, I actually 411 00:27:50,480 --> 00:27:53,570 a few questions about that if everything in the Google 412 00:27:53,570 --> 00:27:59,270 Cloud is encrypted. So, it's no different for CCAI. CCAI being 413 00:27:59,270 --> 00:28:02,730 an integrated solution So the piece of the technology, which 414 00:28:02,730 --> 00:28:07,390 lives in Google is very similarly encrypt data, in transit 415 00:28:07,890 --> 00:28:11,230 and address. And I think Janelle mentioned how they encrypt 416 00:28:11,540 --> 00:28:14,450 data on the Genesys side. So, when you bring both 417 00:28:14,450 --> 00:28:18,130 of these solutions together, all your data once it enters 418 00:28:18,680 --> 00:28:25,180 either Genesys infrastructure or our infrastructure is encrypted and stored 419 00:28:25,950 --> 00:28:31,400 encrypted all the time. Right. I think one of you 420 00:28:31,400 --> 00:28:33,870 touched on this earlier, but this question just came in 421 00:28:33,870 --> 00:28:39,270 from the audience about redacting sensitive information. How do you 422 00:28:39,270 --> 00:28:42,970 do that? Could you touch on that again? Yes. I 423 00:28:42,970 --> 00:28:45,320 can see actually there are two questions here by audience 424 00:28:45,320 --> 00:28:48,930 that, how do you do redacting? So, yes, this is one of 425 00:28:48,930 --> 00:28:51,910 the most common questions we get asked that how do 426 00:28:51,910 --> 00:28:55,760 you remove PII information? And I think it will be mentioned 427 00:28:55,760 --> 00:29:00,950 that briefly that how do we handle it? So, once 428 00:29:00,950 --> 00:29:04,010 the data comes in, in any format like chat or 429 00:29:04,110 --> 00:29:07,390 voice, of course, voice gets converted again into the text 430 00:29:07,730 --> 00:29:10,310 and it's handed over to Dialogue Flow. So, the flow 431 00:29:10,310 --> 00:29:14,550 starts from Genesys and comes into the Dialogue Flow. There 432 00:29:14,900 --> 00:29:17,410 is a step where this information has to go into 433 00:29:17,410 --> 00:29:20,680 the backend systems of the customer, because let's say for 434 00:29:20,680 --> 00:29:23,990 example, the customer is asking for billing information. And for 435 00:29:23,990 --> 00:29:27,190 that, we need the account, which is a PII information. 436 00:29:27,190 --> 00:29:30,530 Or customer is providing a credit card number, which is 437 00:29:30,530 --> 00:29:34,090 again, a PII information. So, that information goes to the 438 00:29:34,090 --> 00:29:39,360 backend, but before we store the transcription logs on the 439 00:29:39,360 --> 00:29:43,700 desk, we redact it and we do mask it so 440 00:29:43,870 --> 00:29:46,350 it's not like we created an empty space between the 441 00:29:46,350 --> 00:29:50,640 text, we mask it. We use cloud data loss prevention, 442 00:29:50,640 --> 00:29:53,590 API. This is a API which is available on its 443 00:29:53,590 --> 00:29:56,530 own to the customer by Google Cloud, but it's also 444 00:29:56,870 --> 00:30:01,490 internally used by CCAI. So, it has standard 26 formats, 445 00:30:01,490 --> 00:30:04,170 which you can use for redaction and masking and keep 446 00:30:04,170 --> 00:30:09,140 the formatting. Also, you can define and create your own 447 00:30:11,990 --> 00:30:15,700 masking. For example, you have an alphanumeric account number and 448 00:30:15,700 --> 00:30:18,480 there is no standard format available, you can define your 449 00:30:18,480 --> 00:30:23,250 own format and master data that way. I'm a big 450 00:30:23,250 --> 00:30:25,810 fan of that tool, Kishor. It's so much easier than reg 451 00:30:25,870 --> 00:30:35,830 clause. Okay. So, let's shift to access control and app 452 00:30:35,830 --> 00:30:40,690 security. We know that preventing authorized access to systems and 453 00:30:40,690 --> 00:30:43,750 tools is probably one of the best ways that we 454 00:30:43,750 --> 00:30:49,010 can secure data. And most organizations that we speak with 455 00:30:49,010 --> 00:30:53,460 ask us about three things. The first is authentication. Second 456 00:30:53,460 --> 00:30:56,710 is authorization, and the third is auditing. And I like 457 00:30:56,710 --> 00:30:59,610 to think of these as the three As of access 458 00:30:59,610 --> 00:31:03,690 control. So, let's start with Genesys and one of the 459 00:31:03,690 --> 00:31:07,830 top questions we see from our customers. Janelle, how does 460 00:31:07,830 --> 00:31:13,560 Genesys manage authentication and role based access control? Well, let's 461 00:31:13,560 --> 00:31:17,730 hit on two of those three As Wendy. So, Genesys 462 00:31:17,730 --> 00:31:25,380 authorized users, access Genesys cloud using multifactor authentication. So, I'll 463 00:31:25,380 --> 00:31:29,420 use our activities, are logged and monitored and access by 464 00:31:29,420 --> 00:31:35,610 privileged users is reviewed periodically. Access is role- based and 465 00:31:35,610 --> 00:31:39,500 these access controls ensure that only users with the proper 466 00:31:39,500 --> 00:31:44,220 authority and legitimate business requirements are allowed to access on 467 00:31:44,240 --> 00:31:49,040 your data. We use something called OAuth authorization to hit 468 00:31:49,040 --> 00:31:52,620 on the second A there for secure access to third 469 00:31:52,620 --> 00:31:57,830 party applications without revealing any of those authentication details. And 470 00:31:57,830 --> 00:31:59,860 so, just to clarify a little bit more, if that's 471 00:31:59,860 --> 00:32:05,240 a new term, if you're listening in OAuth authorization. Authorization, 472 00:32:06,090 --> 00:32:09,180 the size of what an app can do and authentication 473 00:32:09,180 --> 00:32:15,520 can verify the user identity. Awesome. And Toby, do you 474 00:32:15,520 --> 00:32:22,310 want to hit on Google and? I think that's a 475 00:32:22,310 --> 00:32:31,240 better question for Kishor. So, basically we integrate with GCBIAM, 476 00:32:34,890 --> 00:32:38,810 GCBIAM controls identity and access management across GCB products, and 477 00:32:38,810 --> 00:32:43,420 then that means twofold for CCAI components and a twofold 478 00:32:43,740 --> 00:32:46,670 Dialogue Flow. So, there are different roles which are at 479 00:32:46,670 --> 00:32:49,640 different levels. So, you have a developer role as well as 480 00:32:49,640 --> 00:32:53,150 a non developer role for Dialogue Flow earlier with Toby mentioned 481 00:32:53,150 --> 00:32:56,450 that Dialogue Flows are good also for non- developers to 482 00:32:56,450 --> 00:33:00,700 create a conversational AI. So, these different rules are available 483 00:33:00,700 --> 00:33:04,950 and you can give access to people with different roles 484 00:33:05,360 --> 00:33:11,390 as well as that are API level basically roles, which 485 00:33:11,390 --> 00:33:15,880 while integration between Genesys and the customer, that is sorry, Genesis 486 00:33:16,440 --> 00:33:19,750 and Google. I'm sure you don't want the partner to 487 00:33:20,010 --> 00:33:22,980 have access to everything. And I think we already answered that you 488 00:33:22,980 --> 00:33:26,030 own your data. So, what level of access does the 489 00:33:26,030 --> 00:33:29,050 partner gets can also be defined at a very granular 490 00:33:29,050 --> 00:33:38,240 level. Right. And Kishor, when it comes to continuous security and 491 00:33:38,240 --> 00:33:45,160 audit mechanisms, what mechanisms does Google have in place to 492 00:33:45,160 --> 00:33:54,110 protect those systems? So, what are we trying to protect? 493 00:33:54,170 --> 00:33:56,700 The most important data we are trying to protect is in the CCAI 494 00:33:56,700 --> 00:33:58,680 space, of course, in general, we are trying to protect 495 00:33:58,680 --> 00:34:02,190 everything which customer gives us, but in CCAI space is 496 00:34:02,190 --> 00:34:06,030 the conversational logs. And there are two different kinds of 497 00:34:06,030 --> 00:34:08,790 logs. One is the conversational logs and another is the 498 00:34:12,160 --> 00:34:17,030 application log. So, for application logs, GCB will write something called Cloud Operations, 499 00:34:17,030 --> 00:34:20,240 and previously it was known as tack driver, which lets 500 00:34:20,240 --> 00:34:27,040 you basically log, debug trace, monitor and do the notification 501 00:34:27,040 --> 00:34:31,250 and alerting. All these functionality is available in one place. 502 00:34:31,520 --> 00:34:35,030 So, no matter what GCB products you are using, you 503 00:34:35,030 --> 00:34:38,010 can do all of these functions for that product that 504 00:34:38,010 --> 00:34:41,590 also includes Dialogue Flow. That means any API call on the dialogue 505 00:34:41,590 --> 00:34:46,530 flow can be looked at, you can set up a 506 00:34:46,530 --> 00:34:49,530 notification. If something is breaking a post, you can set up 507 00:34:49,530 --> 00:34:55,190 a notification. And with conversational logs now that is important. 508 00:34:55,190 --> 00:34:59,620 This is where your... Again, it's your choice. You may 509 00:34:59,620 --> 00:35:02,480 store or not store PII information as part of the 510 00:35:02,480 --> 00:35:07,170 conversation logs. But even if you redact the PII information, 511 00:35:07,250 --> 00:35:11,840 this is very sensitive information. So, again, it is encrypted 512 00:35:12,900 --> 00:35:16,960 and we provide something called access control, transparency. That means 513 00:35:17,610 --> 00:35:20,680 that let's say you call at Google or Genesys, and 514 00:35:20,680 --> 00:35:23,340 you will say that there is a problem in the 515 00:35:23,340 --> 00:35:27,280 system. And we need to look at this data specifically 516 00:35:27,280 --> 00:35:32,010 conversational logs with your explicit permission, we will look at 517 00:35:32,010 --> 00:35:35,360 that data, but at the same time, we will do 518 00:35:35,360 --> 00:35:38,790 the logging that who looked this long, why this log 519 00:35:38,790 --> 00:35:42,100 was looked at, and one point in time. And then you 520 00:35:42,100 --> 00:35:46,510 can set up notification, that means you all security and compliance team is 521 00:35:46,510 --> 00:35:52,160 aware that what is going on. Good to know, and to know... Oh 522 00:35:52,160 --> 00:35:55,440 yeah, go ahead. Maybe from a people perspective, if I 523 00:35:55,440 --> 00:35:59,440 could answer that, from Genesys' point of view, we are 524 00:35:59,440 --> 00:36:03,730 continuously security monitoring with a group of experts that monitor 525 00:36:03,730 --> 00:36:08,710 the systems 24/ 7, using a comprehensive set of tools 526 00:36:08,710 --> 00:36:13,670 and processes and industry best practices. So, drilling into that 527 00:36:13,670 --> 00:36:16,640 a little bit more, we have a large number of 528 00:36:16,640 --> 00:36:24,500 security, engineers, security analysts, penetration testers, ethical hackers, and compliance 529 00:36:24,500 --> 00:36:29,610 analysts. They're all in house to keep our offering secure 530 00:36:29,610 --> 00:36:32,300 and compliant. And all of these experts have a wealth 531 00:36:32,300 --> 00:36:37,440 of industry experience and security monitoring, their responsibilities include event 532 00:36:37,440 --> 00:36:42,580 monitoring, intrusion detection, logging, and alerting and then vulnerability and 533 00:36:42,580 --> 00:36:47,710 incident response management. And we're also providing audit mechanisms across 534 00:36:47,710 --> 00:36:53,120 events, user access, and administration to go with it. Great. 535 00:36:56,070 --> 00:36:59,960 Here's a user common question. Maybe Toby, we could start with 536 00:36:59,960 --> 00:37:03,890 you. If my customer already has their data in Google 537 00:37:03,890 --> 00:37:07,740 Cloud platform, will they be able to access and use 538 00:37:07,740 --> 00:37:15,150 this data through CCAI? Yap. I would say generally, yes. 539 00:37:15,990 --> 00:37:18,850 I think that the most key thing to consider here 540 00:37:18,850 --> 00:37:21,780 is exactly what Kishor talked about earlier, which is identity 541 00:37:21,780 --> 00:37:24,870 and access management also called IEM in the cloud world. 542 00:37:27,050 --> 00:37:30,020 If you have authorization to use that data within your 543 00:37:30,020 --> 00:37:34,150 company, then you can use that data. Generally, as part 544 00:37:34,150 --> 00:37:37,200 of your deployment process with CCAI, you may actually go 545 00:37:37,200 --> 00:37:41,250 ahead and ask your cloud administrator to give whoever the 546 00:37:41,250 --> 00:37:45,580 developers are of that system or whoever's administrating CCAI as 547 00:37:45,580 --> 00:37:50,340 a system on Genesys to give them the appropriate roles 548 00:37:50,340 --> 00:37:54,110 and permissions to actually use that data. Typically, this data 549 00:37:54,110 --> 00:37:57,410 is going to be something like maybe conversation logs from 550 00:37:57,410 --> 00:38:01,050 previous interactions, which you might use as training data for 551 00:38:01,050 --> 00:38:06,500 your future designs. It may also be say customer databases 552 00:38:06,500 --> 00:38:09,610 you use to automatically resolve queries. So, maybe you may 553 00:38:09,610 --> 00:38:12,730 go and check to see what a customer's billing zip 554 00:38:12,730 --> 00:38:16,030 code is in a database, to be able to tell whether or not 555 00:38:16,030 --> 00:38:18,140 somebody is authorized to make a change to an account, 556 00:38:18,320 --> 00:38:21,710 or to just provide a provide an account validation question. 557 00:38:25,980 --> 00:38:28,980 Great. Looks like we answered this question, but this just 558 00:38:28,980 --> 00:38:35,470 came in via the live audience. Can the CCAI customer 559 00:38:35,470 --> 00:38:39,630 access the transcripts and can a partner access transcripts? I 560 00:38:39,630 --> 00:38:43,180 think you've touched on this Kishor. Yes. So, I would 561 00:38:44,210 --> 00:38:46,900 simply say, I think between me and Janelle and Toby, 562 00:38:46,900 --> 00:38:49,170 we've answered this question in a different format, but what 563 00:38:49,170 --> 00:38:53,010 I would say is that we take access security very, 564 00:38:53,010 --> 00:38:56,390 very serious, but it is important for us. It's important 565 00:38:56,390 --> 00:38:59,780 for Genesys because we understand that is as you see 566 00:38:59,780 --> 00:39:02,050 the voting resides, this is the biggest concern for our 567 00:39:02,600 --> 00:39:07,570 customer. And what does that mean? That means that nobody 568 00:39:07,570 --> 00:39:12,110 has access to these transcripts except the customer themselves, even 569 00:39:12,930 --> 00:39:16,770 for the customers, with the help of IIM, they can choose their 570 00:39:16,770 --> 00:39:20,600 own employees have access to this data or not. That 571 00:39:20,600 --> 00:39:23,900 is true again for the partners. Partners will not have 572 00:39:23,900 --> 00:39:27,830 access by default. So, you have to explicitly grant the 573 00:39:27,830 --> 00:39:33,070 access permission to the partners, again for highly regulated environment. 574 00:39:33,730 --> 00:39:36,240 Most of the times nobody has access to this transcript. 575 00:39:37,050 --> 00:39:39,990 Too for Dialogue Flow, you can control who gets access 576 00:39:39,990 --> 00:39:47,250 to this and finally some things I mentioned in the... Sorry, there was some echo. 577 00:39:47,370 --> 00:39:49,610 But finally, I think I haven't mentioned that I mentioned 578 00:39:49,610 --> 00:39:54,130 earlier the only simple use case where we get access 579 00:39:54,130 --> 00:39:56,900 to the transcript blogs is when you have an on 580 00:39:56,900 --> 00:40:01,370 call engineer access, transcript blogs for troubleshooting purpose. This access 581 00:40:01,370 --> 00:40:04,570 is again, taught and tracked and available for reporting anytime using 582 00:40:04,570 --> 00:40:12,830 access control transparency. That's great. Thank you. Let's go ahead and shift gears to compliance 583 00:40:12,920 --> 00:40:17,020 and resiliency and how they play a part in keeping 584 00:40:17,020 --> 00:40:21,650 systems secure. Let's look at some regulations that have been 585 00:40:21,650 --> 00:40:25,910 put in place like GDPR to protect consumers and payment 586 00:40:25,910 --> 00:40:30,780 card protection standards, all of these, of course, designed to 587 00:40:30,780 --> 00:40:35,280 protect an organization, minimize risk which can be costly if 588 00:40:35,280 --> 00:40:40,380 it's not managed well not to mention disturbing trust with 589 00:40:40,380 --> 00:40:46,530 your customers, citizens, constituents, consumers. And as you can imagine, 590 00:40:46,530 --> 00:40:49,780 many companies around the world care about this deeply as 591 00:40:49,780 --> 00:40:53,550 we saw in the poll earlier. So, why don't we 592 00:40:53,550 --> 00:40:59,410 start with Genesys what security and compliance standards do you 593 00:40:59,410 --> 00:41:04,210 offer, Janelle? Large. And so, since this is such a 594 00:41:04,210 --> 00:41:07,110 hot topic based on our poll, let's go into a little bit 595 00:41:07,110 --> 00:41:10,720 more details here. So, we support high level of compliance 596 00:41:11,020 --> 00:41:16,480 with many standards and regulations worldwide. The list is pretty 597 00:41:16,480 --> 00:41:25,800 extensive Soc 2, PCI, GDPR HIPAA, coupled with ISO, privacy 598 00:41:25,800 --> 00:41:31,880 shield compliance and USEU, and US Switzerland data transfer requirements. 599 00:41:31,880 --> 00:41:36,540 And I bet Google's list is even longer. So, same 600 00:41:36,540 --> 00:41:45,080 question to Toby. Yeah, pretty similar answer. I think that 601 00:41:45,080 --> 00:41:48,230 we overlap with most of those. But yeah, another really 602 00:41:48,230 --> 00:41:51,370 long list. The full list is available on Google Cloud's 603 00:41:51,370 --> 00:41:54,520 website. The only thing I would add to this is 604 00:41:54,720 --> 00:41:57,530 say for things like HIPAA, of course, like software itself 605 00:41:57,530 --> 00:42:00,310 doesn't come HIPAA compliant. Like you as an organization also 606 00:42:00,330 --> 00:42:03,780 have to operate in a HIPAA compliant way. But yeah, 607 00:42:03,780 --> 00:42:08,840 we do fulfill the requirements for most organizations. I would 608 00:42:08,840 --> 00:42:12,860 say the one exception is that we are still working 609 00:42:12,860 --> 00:42:18,000 on GDPR. So, and a couple of quarters we'll be 610 00:42:18,000 --> 00:42:22,860 ready to be GDPR compliant out of the box. If you 611 00:42:22,860 --> 00:42:27,130 are a European customer then in the short term, you 612 00:42:27,130 --> 00:42:29,830 would have to do a bit of extra configuration to 613 00:42:29,830 --> 00:42:33,850 become GDPR compliant, but just talk to your local sales 614 00:42:33,850 --> 00:42:37,230 engineer or a solutions architect about how to accomplish that. 615 00:42:38,400 --> 00:42:45,410 Speaking of GDPR, Janelle how does Genesys handle removal of data 616 00:42:45,690 --> 00:42:51,060 from the models in relation to GDPR rights. I know 617 00:42:51,060 --> 00:42:54,470 Google touched on protecting PII data a little bit already, 618 00:42:54,480 --> 00:42:57,210 but from a Genesys perspective, we started our work on 619 00:42:57,210 --> 00:43:03,600 GDPR back in 2017, actually. We successfully completed a data 620 00:43:03,600 --> 00:43:09,070 inventory that determined every single location in which Genesys cloud 621 00:43:09,300 --> 00:43:13,950 stores and processes and transmits that PII data. So, every 622 00:43:13,950 --> 00:43:18,640 service and Genesys cloud includes an automated mechanism for data 623 00:43:18,640 --> 00:43:23,390 access and data deletion requests. For cloud, we created also 624 00:43:23,390 --> 00:43:29,210 a GDPR API that allows companies to implement their customer's 625 00:43:29,210 --> 00:43:32,980 requests also to exercise their fundamental data rights. And with 626 00:43:32,980 --> 00:43:37,360 this API cloud users can establish a mechanism to easily 627 00:43:37,360 --> 00:43:41,330 access and manage their private data and the requests of 628 00:43:41,330 --> 00:43:46,490 their customers too. Awesome. And Kishor or Toby, anything to 629 00:43:46,490 --> 00:43:52,280 add on the GDPR front? Yeah. So, I think Toby 630 00:43:52,450 --> 00:43:57,020 replied to the GDPR, but even once we have it, it 631 00:43:57,020 --> 00:44:01,600 is important that any security is a partnership between us 632 00:44:01,600 --> 00:44:05,700 and the customer. And that is true for GDPR. We 633 00:44:05,700 --> 00:44:09,380 are the data locates and the server is our responsibility, but in 634 00:44:09,380 --> 00:44:13,690 turn handling the end customer data will be the responsibility 635 00:44:13,730 --> 00:44:18,040 of customer, like the retention timelines, or when to delete 636 00:44:18,840 --> 00:44:21,730 if the end customer is asking to remove their own 637 00:44:21,730 --> 00:44:26,230 data, our customers have to be responsible for removing that 638 00:44:26,230 --> 00:44:35,250 data. Right. Compliance is huge but also is ensuring access 639 00:44:35,250 --> 00:44:39,110 to systems and having our resilient contact center system. Janelle, 640 00:44:41,370 --> 00:44:44,480 maybe you can answer this first. How is resiliency in 641 00:44:44,480 --> 00:44:50,190 general system availability, communicated to Genesys and Google customer. So, 642 00:44:50,190 --> 00:44:54,170 for Genesys, how do we do that? Yeah, so we get that business 643 00:44:54,170 --> 00:44:58,400 continuity and resiliency is absolutely critical for your business and 644 00:44:58,400 --> 00:45:02,070 at Genesys. We believe in complete transparency, especially when it 645 00:45:02,070 --> 00:45:06,100 comes to cloud services availability. So, we publish that to 646 00:45:06,100 --> 00:45:08,720 the world, whether you're a Genesys customer or not. So, 647 00:45:08,720 --> 00:45:10,680 if you want to check it out, go to status. 648 00:45:10,690 --> 00:45:15,430 mypurecloud. com and anyone can access our status page and 649 00:45:15,520 --> 00:45:19,900 view all of our regional systems operational status, including any 650 00:45:19,900 --> 00:45:24,620 outages or degraded services. We feel really strongly about maintaining 651 00:45:24,620 --> 00:45:27,860 transparency when it comes to our cloud systems and operational 652 00:45:27,860 --> 00:45:32,070 status. And so, to help keep ourselves accountable, we publish 653 00:45:32,070 --> 00:45:37,280 it to the world. And Kishor, what about Google? Yeah, I think that 654 00:45:37,280 --> 00:45:39,430 is true with us too, that we, of course, with a cloud 655 00:45:39,430 --> 00:45:42,410 provider, we are supposed to publish the status of all 656 00:45:42,410 --> 00:45:46,470 the services. So, on Google cloud that is a status 657 00:45:46,470 --> 00:45:48,230 page where you can see the status of all the 658 00:45:48,860 --> 00:45:53,040 services. And we also send notifications to our customers if 659 00:45:53,040 --> 00:45:57,280 service pulls down, unfortunately that's the reality that things do 660 00:45:57,280 --> 00:46:00,090 go down, but also the way we have set up 661 00:46:00,090 --> 00:46:03,540 the support infrastructure between Genesys and us, which is very 662 00:46:03,540 --> 00:46:07,480 important for our end customer, that between us, if something 663 00:46:07,480 --> 00:46:10,480 goes wrong, the customer doesn't only have to work with 664 00:46:10,480 --> 00:46:13,200 one of us. And that's probably Genesys where you make 665 00:46:13,200 --> 00:46:15,600 a call and you say something is wrong and we 666 00:46:15,600 --> 00:46:19,880 work together to resolve the issue. So, we've figured out where things 667 00:46:19,880 --> 00:46:23,490 are going wrong, but our support takes care of all 668 00:46:23,490 --> 00:46:29,180 of this as a part of integrated solution. Awesome. And 669 00:46:29,180 --> 00:46:35,090 another important question we received is what are your SLAs? Janell, you want 670 00:46:35,090 --> 00:46:39,770 to take that? Yep. So, resilient systems we know are 671 00:46:39,770 --> 00:46:42,520 core to your business strategy. So, they're core to our 672 00:46:42,520 --> 00:46:49,170 business strategy. So, we offer continuous service 24/7, 365 days 673 00:46:49,180 --> 00:46:52,440 a year, and we strive for a 100% uptime. And 674 00:46:52,440 --> 00:46:56,240 I'm proud to say between February and now at the 675 00:46:56,240 --> 00:46:58,720 time of this recording in early May, we've had a 676 00:46:58,720 --> 00:47:04,010 100% uptime across every region, where Genesys cloud is deployed. 677 00:47:04,650 --> 00:47:08,410 So, I'll add as well, except for scheduled downtime in 678 00:47:08,410 --> 00:47:11,490 which we offer at least three days notice. So, you 679 00:47:11,490 --> 00:47:14,840 can be prepared and which will not exceed five hours 680 00:47:14,840 --> 00:47:18,770 a month so you can be assured about that. And 681 00:47:18,770 --> 00:47:22,900 we do stand behind our resiliency SLA2. So, we offer 682 00:47:22,900 --> 00:47:29,770 credits back to you if downtime drops below 99.99, but 683 00:47:29,880 --> 00:47:36,240 you can be assured that we're regularly achieving 99.995 or 684 00:47:36,240 --> 00:47:46,480 higher, which is about 27 minutes year downtime. Awesome. Yeah, 685 00:47:47,090 --> 00:47:50,700 I think we strive for very similar numbers. Google being a 686 00:47:50,700 --> 00:47:53,010 cloud provider. Of course, it is very critical for us 687 00:47:53,010 --> 00:47:56,840 to have high SLA numbers three nines, four nines, I 688 00:47:58,970 --> 00:48:02,680 cannot unfortunately like Janelle give you specific numbers because Google 689 00:48:02,680 --> 00:48:06,740 cloud has many, many products and different products have different 690 00:48:06,840 --> 00:48:11,700 SLAs. So, I would request, everybody in the audience to 691 00:48:11,700 --> 00:48:14,410 look at our SLA pages for our products. And then 692 00:48:14,410 --> 00:48:18,080 they are very explicitly mentioned that what kind of SLAs 693 00:48:18,190 --> 00:48:24,820 we provide. Point is transparency. It's provided online by cloud 694 00:48:24,820 --> 00:48:31,720 companies. Let's go ahead and, before we move to Q and A, 695 00:48:31,720 --> 00:48:36,680 let's just talk a little bit about business continuity. These 696 00:48:36,680 --> 00:48:41,060 last several weeks have been a challenge for every business 697 00:48:41,060 --> 00:48:45,080 around the world, and it's really highlighted the need for 698 00:48:45,080 --> 00:48:48,550 a well honed business continuity plan that covers a broad 699 00:48:48,550 --> 00:48:52,760 range of scenarios. So, let's go to Janelle on this 700 00:48:52,760 --> 00:48:56,700 topic and tell us how Genesys and Google have been 701 00:48:56,700 --> 00:49:01,390 partnering to provide business continuity. Sure. I'm proud to be 702 00:49:01,390 --> 00:49:06,050 partnering with Google, always, and especially during these times, as 703 00:49:06,050 --> 00:49:10,210 we came out with a joint solution, powered by Genensys cloud and 704 00:49:10,210 --> 00:49:17,110 Genesys, a Google cloud CCAI so that, companies across the 705 00:49:17,110 --> 00:49:23,330 globe could very easily handled spikes in call volumes, especially 706 00:49:23,330 --> 00:49:26,810 related to COVID- 19 questions. So, think of some of 707 00:49:26,810 --> 00:49:33,970 the industries that Toby mentioned earlier with healthcare, financial services, 708 00:49:34,080 --> 00:49:39,530 retail, even government. Really, as a first line of response 709 00:49:39,610 --> 00:49:46,360 through an automated of virtual agent that provides 24/7 conversational 710 00:49:46,360 --> 00:49:50,200 self- service supported, not just in the voice channel, but 711 00:49:50,200 --> 00:49:54,430 across chat and messaging as well. And this offer is 712 00:49:54,960 --> 00:49:59,790 out for you to consume a free, up and running 713 00:49:59,790 --> 00:50:02,670 in one to two weeks. And the offer is valid 714 00:50:02,670 --> 00:50:08,170 till July 31st with our combined solution. Awesome. Thank you. 715 00:50:09,280 --> 00:50:14,480 So, that brings us to some time for Q and A so 716 00:50:14,480 --> 00:50:16,560 we can take some live questions. Josh, you want to 717 00:50:16,560 --> 00:50:22,480 kick it off? I'd be happy to. So, just so 718 00:50:22,750 --> 00:50:26,790 everybody's aware we only have about seven or so minutes 719 00:50:26,790 --> 00:50:29,620 to go through Q and A but don't fret if 720 00:50:29,620 --> 00:50:32,240 we do not answer your question aloud, which might happen, 721 00:50:32,900 --> 00:50:34,760 we will follow up with you via email within the 722 00:50:34,760 --> 00:50:38,090 next few business days. So, with that, I think we 723 00:50:38,090 --> 00:50:39,730 are good to kick it off with our first question, 724 00:50:39,930 --> 00:50:47,550 Wendy. Looks like we've got a question here, is the data saved 725 00:50:47,550 --> 00:50:53,020 on both Google and the Genesys system and how the 726 00:50:53,020 --> 00:50:57,050 data not only PII in general is used between the 727 00:50:57,050 --> 00:51:04,380 two systems, if I'm interpreting that question, right? Maybe, Kishor 728 00:51:05,600 --> 00:51:09,330 will consider that. I think, I can get that question if you want. Kishor, do you prefer 729 00:51:09,330 --> 00:51:15,560 to take it? No, go ahead Toby, please. So, the 730 00:51:15,560 --> 00:51:18,130 data, I mean, I'd say like the data that CCAI 731 00:51:18,160 --> 00:51:22,480 uses can be on either or both systems just depending 732 00:51:22,480 --> 00:51:27,540 on the configuration for your particular organization. So, in particular, 733 00:51:27,540 --> 00:51:31,750 I would say that the most common way that I 734 00:51:31,750 --> 00:51:36,450 see data passed between, say Genesys cloud and CCAI virtual 735 00:51:36,450 --> 00:51:40,560 agent is when you're entering or exiting CCAI virtual agent 736 00:51:40,560 --> 00:51:44,820 conversation. So, say if you've redirected somebody from another menu 737 00:51:44,820 --> 00:51:47,340 where it said, " Press two to talk to our automated 738 00:51:47,630 --> 00:51:50,760 billing agent." And they go over to that billing agent 739 00:51:50,760 --> 00:51:55,980 picks up the phone and says, " Hi, welcome Toby. How 740 00:51:55,980 --> 00:52:00,070 can I help you with your billing today? You may have 741 00:52:00,070 --> 00:52:04,060 gone and actually passed, my name Toby to the CCAI 742 00:52:04,060 --> 00:52:06,410 virtual agent. So, in that case, you will have data on 743 00:52:06,490 --> 00:52:12,870 in both the Genesis and in CCAI virtual agent. However, 744 00:52:12,870 --> 00:52:15,290 it's also totally possible that you never do that pass 745 00:52:15,290 --> 00:52:18,070 through. And that data is actually stored in say a 746 00:52:18,070 --> 00:52:21,310 Google cloud database. In that case, then it's only on 747 00:52:21,310 --> 00:52:25,750 CCAI virtual agents. The point is that just based on 748 00:52:25,750 --> 00:52:32,220 your own regulatory compliance security, just general convenience of the 749 00:52:32,220 --> 00:52:35,130 way you design your IT you can configure it the 750 00:52:35,130 --> 00:52:39,640 way that makes sense for your organization. Now, I'll add 751 00:52:39,640 --> 00:52:42,750 on the Genesys side, it's a pass through. And I 752 00:52:42,750 --> 00:52:45,750 mentioned, I think before, too, when it comes to saving 753 00:52:45,750 --> 00:52:49,180 like call recordings or transcripts, those can be saved in 754 00:52:49,180 --> 00:52:56,790 your, on premises data stores as well. So, I think 755 00:52:56,790 --> 00:53:02,130 we have time for maybe one more question here. Maybe 756 00:53:02,130 --> 00:53:07,370 two, can we store data in a specific region? I 757 00:53:07,370 --> 00:53:11,260 think that this would be a good one for both 758 00:53:11,260 --> 00:53:17,290 of us to answer. So, who would like to start? I 759 00:53:17,290 --> 00:53:25,630 volunteer, Kishor. So, I tell you at present, all the 760 00:53:25,630 --> 00:53:32,010 CCAI data gets stored in USA. We do have plans 761 00:53:32,010 --> 00:53:37,640 to do the regionalization and localization by end of Q3. That's 762 00:53:37,640 --> 00:53:43,470 the current plan, once we launched that feature at that point in 763 00:53:43,560 --> 00:53:46,070 time, you will be able to store the data in 764 00:53:46,070 --> 00:53:58,640 a specific region. Yeah, and for Genesys- Genesys side. It can be 765 00:53:58,640 --> 00:54:03,100 stored in region as well on the Genesys side. We 766 00:54:03,100 --> 00:54:09,440 support many different regions from a cloud perspective. I'll add 767 00:54:09,440 --> 00:54:12,330 one more thing in case it wasn't mentioned, but definitely 768 00:54:12,330 --> 00:54:14,330 a lot of our customers also opt to store data 769 00:54:14,330 --> 00:54:18,480 on prem, especially if their existing compliance system is already 770 00:54:18,480 --> 00:54:20,740 there. So, I tend to see this a lot, especially 771 00:54:20,740 --> 00:54:28,780 with banks. Right, right. What about Dialogue Flow? Is it 772 00:54:28,780 --> 00:54:34,460 available globally? And does it support all of the common 773 00:54:34,460 --> 00:54:42,410 languages? Who wants to grab that? Yep, sure. I think right now we 774 00:54:42,410 --> 00:54:48,050 support 23 different languages and probably about 30 locales total. 775 00:54:48,640 --> 00:54:50,910 So, that is a say that we say, for instance, 776 00:54:50,910 --> 00:54:54,200 people speak English differently in like Hyderabad versus New York 777 00:54:54,230 --> 00:54:57,500 City. And so, we have different localizations for languages in 778 00:54:57,500 --> 00:55:01,900 each place but yeah, I mean, we do cover, I 779 00:55:01,900 --> 00:55:06,950 mean, probably most of the global population in terms of 780 00:55:06,950 --> 00:55:10,220 language score and we're always adding more. I guess, you 781 00:55:10,220 --> 00:55:12,430 could probably imagine but Google does have a lot of 782 00:55:12,450 --> 00:55:14,950 natural language data from all the people using Google Assistant 783 00:55:14,950 --> 00:55:19,630 and Google search. Yeah, that's great. And in addition to 784 00:55:19,630 --> 00:55:24,420 that, I will have to that remember multichannels so, there are specific language support for 785 00:55:24,420 --> 00:55:29,360 X, but the language support for what your region different. So, 786 00:55:29,360 --> 00:55:31,700 because that needs to happen like that is what speaks 787 00:55:31,700 --> 00:55:35,430 to texts happening. So, we have a page with describe 788 00:55:35,600 --> 00:55:40,330 all different kinds of languages supported on different channels on 789 00:55:40,330 --> 00:55:42,900 Google cloud. So, you can search for that dialogue fluid 790 00:55:42,900 --> 00:55:46,150 language support, and you can look at that page for 791 00:55:46,150 --> 00:55:51,090 detail information. narrative for now you should be forget it. 792 00:55:54,730 --> 00:55:58,580 We have a question that came in just now. I'm 793 00:55:58,580 --> 00:56:03,960 interested in... This is a Genesys customer on Genesys Engage on prem 794 00:56:04,400 --> 00:56:10,540 and they're interested in IVR or conversational AI and they're 795 00:56:10,540 --> 00:56:16,110 implementing JR which is intelligent automation, at the moment, can 796 00:56:16,110 --> 00:56:22,600 you comment something about this kind of implementation? Sure. I can. And I 797 00:56:22,600 --> 00:56:26,090 see that the person asking the question is from Lima, 798 00:56:26,090 --> 00:56:29,590 Peru, so hello to you and Lima, Peru. Thank you 799 00:56:29,590 --> 00:56:33,970 for your question. So, actually it reminds me that one 800 00:56:34,040 --> 00:56:39,540 of our customers, in healthcare customer here in North America, 801 00:56:39,590 --> 00:56:46,380 they have already implemented that COVID- 19 virtual agent, that we're 802 00:56:46,380 --> 00:56:49,530 partnering with Google on. And I was talking about earlier, 803 00:56:49,840 --> 00:56:53,560 they're actually a pure connect premise customer, but how they're 804 00:56:53,560 --> 00:56:59,540 doing that implementation is also in leveraging Genesys intelligent automation. 805 00:56:59,540 --> 00:57:02,760 So, my comment back to you would be that, we 806 00:57:02,760 --> 00:57:07,320 do have that integration between intelligent automation that can leverage 807 00:57:07,920 --> 00:57:12,240 the virtual agent capabilities of Google CCAI as well. Unfortunately, as 808 00:57:12,400 --> 00:57:14,640 like, I would want to draw you a picture or 809 00:57:14,640 --> 00:57:17,300 spend more time on this. So, I would point you 810 00:57:17,300 --> 00:57:20,820 to your solutions engineer or your partner support to go 811 00:57:20,820 --> 00:57:23,220 into more details, but my message to you is that 812 00:57:23,520 --> 00:57:27,370 it's possible from a technical perspective and has been done 813 00:57:27,370 --> 00:57:32,770 as well. Awesome. Thank you Janelle. That's all we have 814 00:57:32,770 --> 00:57:36,750 time for today, but it's been a great conversation, a big thank 815 00:57:36,920 --> 00:57:40,350 you to our panelists, to Kishor, Toby, Janelle, thank you. 816 00:57:40,710 --> 00:57:42,860 And I hope that we were able to answer some 817 00:57:42,860 --> 00:57:45,980 of your most pressing security questions, and if we didn't, 818 00:57:46,130 --> 00:57:49,130 we'll be following up to get you those answers. So, 819 00:57:49,130 --> 00:57:53,500 thank you. And, Josh back over to you. Sounds great. 820 00:57:53,980 --> 00:57:56,320 So, to wrap up, don't forget to take advantage of 821 00:57:56,320 --> 00:57:59,120 those additional resources within the resource list below the Q 822 00:57:59,120 --> 00:58:01,950 and A window. Click those before today's session ends and 823 00:58:01,950 --> 00:58:03,830 they'll open up a new tab in your browser and 824 00:58:03,830 --> 00:58:07,510 definitely expand on today's topic. And also be sure to 825 00:58:07,510 --> 00:58:10,190 check out our new podcast Tech Talks in 20, where 826 00:58:10,190 --> 00:58:12,780 you can sit down with Genesys experts to discuss the 827 00:58:12,780 --> 00:58:15,100 topics that you want to know more about in about 828 00:58:15,100 --> 00:58:18,210 20 minutes. You can listen on our website links in 829 00:58:18,210 --> 00:58:20,890 the podcast widget below, or you can tune in on 830 00:58:20,890 --> 00:58:24,610 iTunes, Google Play, Spotify and Stitcher. So, with that on 831 00:58:24,610 --> 00:58:28,010 behalf of Wendy, Janelle, Kishor and Toby and the entire Genesys 832 00:58:28,010 --> 00:58:31,470 team, we thank you for joining today's webcast. Until next 833 00:58:31,470 --> 00:00:00,000 time, have a good one, everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001Id5pQAC"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys Analyst Webinar The new normal: Redefining business continuity [cutoff co_thick="2px"][webinarschedule]Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. Join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. You’ll get insights into emerging trends, challenges and key learnings on these topics: Customer experience trends reshaping the industry Real stories of how call centers are adapting Managing a remote workforce [cutoff co_thick="2px"]1 00:00:04,720 --> 00:00:06,160 Good morning, evening, and afternoon 2 00:00:06,160 --> 00:00:07,490 everyone. My name is Josh 3 00:00:07,490 --> 00:00:08,200 Reed and I'm from the 4 00:00:08,270 --> 00:00:09,320 digital events team here at 5 00:00:09,330 --> 00:00:10,380 Genesys. And let me be 6 00:00:10,380 --> 00:00:11,390 the first to welcome you 7 00:00:12,290 --> 00:00:13,390 to today's webcast, The New 8 00:00:13,390 --> 00:00:16,940 Normal Redefining Business Continuity. And 9 00:00:16,940 --> 00:00:17,860 before I hand it off 10 00:00:17,860 --> 00:00:19,160 to our moderator today, I'm 11 00:00:19,160 --> 00:00:19,870 going to cover a few 12 00:00:19,870 --> 00:00:21,370 housekeeping items to ensure that 13 00:00:21,390 --> 00:00:22,360 you have the best experience 14 00:00:22,880 --> 00:00:24,270 viewing and listening to today's 15 00:00:24,270 --> 00:00:27,020 presentation. So, first off, if 16 00:00:27,020 --> 00:00:28,690 you experienced any problems viewing 17 00:00:28,690 --> 00:00:30,370 or listening to today's presentation, 18 00:00:30,920 --> 00:00:32,040 be sure to refresh your 19 00:00:32,040 --> 00:00:33,240 browser and make sure that 20 00:00:33,240 --> 00:00:33,910 it's up to date to 21 00:00:33,910 --> 00:00:35,780 support HTML5 as this usually 22 00:00:35,780 --> 00:00:37,740 fixes any console issues. If 23 00:00:37,740 --> 00:00:38,930 you think that slide window 24 00:00:38,930 --> 00:00:39,900 or that video window is 25 00:00:39,900 --> 00:00:41,140 too small, you can drag 26 00:00:41,140 --> 00:00:41,970 the bottom right corner of 27 00:00:41,970 --> 00:00:43,340 those windows to enlarge them 28 00:00:43,340 --> 00:00:44,330 at any time during the 29 00:00:44,330 --> 00:00:47,600 webcast. And although we're not going 30 00:00:47,820 --> 00:00:49,100 to host a live Q& 31 00:00:49,220 --> 00:00:49,720 A at the end of 32 00:00:49,720 --> 00:00:51,830 our presentation today, this is 33 00:00:51,830 --> 00:00:53,540 designed to be an interactive experience. And 34 00:00:53,610 --> 00:00:54,340 we would love for you 35 00:00:54,340 --> 00:00:55,270 to go ahead and throw 36 00:00:55,270 --> 00:00:56,420 those questions that you may 37 00:00:56,420 --> 00:00:58,080 have into the Q& A window. 38 00:00:58,190 --> 00:00:59,110 And what we'll do is 39 00:00:59,110 --> 00:01:00,050 we'll follow up with you 40 00:01:00,050 --> 00:01:01,400 via email within the next 41 00:01:01,400 --> 00:01:04,140 few business days. And also 42 00:01:04,140 --> 00:01:05,640 know if you miss anything throughout 43 00:01:05,640 --> 00:01:07,350 today's presentation, don't worry you 44 00:01:07,350 --> 00:01:08,610 will receive the on- demand 45 00:01:08,610 --> 00:01:10,140 recording via email from on 46 00:01:10,140 --> 00:01:11,440 24 within the next few 47 00:01:11,440 --> 00:01:14,590 business days as well. And 48 00:01:14,590 --> 00:01:16,100 also note that we have 49 00:01:16,100 --> 00:01:17,840 a library of resources in 50 00:01:17,840 --> 00:01:19,900 the resource center at below 51 00:01:19,900 --> 00:01:21,590 your Q& A window. These 52 00:01:21,590 --> 00:01:23,380 resources truly expand on today's 53 00:01:23,380 --> 00:01:25,270 topic of the change in 54 00:01:25,270 --> 00:01:26,800 business continuity. So be sure 55 00:01:26,800 --> 00:01:27,990 to click on those links. 56 00:01:28,260 --> 00:01:29,220 Clicking won't take you away 57 00:01:29,220 --> 00:01:30,140 from the session though. So 58 00:01:30,140 --> 00:01:31,150 don't worry about that. It'll 59 00:01:31,150 --> 00:01:32,040 just open up a new 60 00:01:32,040 --> 00:01:35,620 tab in your browser. Told 61 00:01:35,620 --> 00:01:36,680 you, short and sweet. So with 62 00:01:36,840 --> 00:01:37,560 that, I'm actually going to 63 00:01:37,560 --> 00:01:38,330 hand it off to our 64 00:01:38,330 --> 00:01:41,100 moderator today, Barbara Gonzalez. Barbara, 65 00:01:41,100 --> 00:01:41,730 why don't we take it 66 00:01:41,730 --> 00:01:44,380 away? Thank you so much, 67 00:01:44,380 --> 00:01:46,180 Josh. Hello everyone. My name 68 00:01:46,180 --> 00:01:47,670 is Barbara Gonzalez. I work 69 00:01:47,670 --> 00:01:49,710 for Genesys and I lead the 70 00:01:49,710 --> 00:01:51,900 business consulting team organization globally. 71 00:01:52,940 --> 00:01:53,660 First of all, I do 72 00:01:53,660 --> 00:01:54,540 want to say thank you 73 00:01:54,540 --> 00:01:56,430 so much for spending this 74 00:01:56,430 --> 00:01:57,410 time with us and on 75 00:01:57,410 --> 00:01:59,230 behalf of Genesys. And everyone 76 00:01:59,230 --> 00:02:00,770 that participated in the organization 77 00:02:00,770 --> 00:02:02,340 of this webinar, we truly 78 00:02:02,340 --> 00:02:04,640 appreciate your presence. Before I 79 00:02:04,640 --> 00:02:07,120 introduce our amazing panelists, I 80 00:02:07,130 --> 00:02:07,970 would like to start with 81 00:02:07,970 --> 00:02:11,280 a brief introduction. First of 82 00:02:11,280 --> 00:02:12,090 all, let me start with 83 00:02:12,090 --> 00:02:14,210 this quote. The struggle we're 84 00:02:14,210 --> 00:02:16,140 in today is developing the 85 00:02:16,140 --> 00:02:17,590 strength we need for tomorrow. 86 00:02:18,080 --> 00:02:19,240 And I know that I 87 00:02:19,240 --> 00:02:20,500 say the obvious by saying 88 00:02:20,500 --> 00:02:21,490 that we are going through 89 00:02:21,490 --> 00:02:23,490 challenging and truly unprecedented times 90 00:02:23,490 --> 00:02:24,950 right now. But to me 91 00:02:24,950 --> 00:02:27,320 it's unprecedented from two key 92 00:02:27,320 --> 00:02:29,450 aspects. Number one, this is 93 00:02:29,450 --> 00:02:31,080 certainly not the first pandemic 94 00:02:31,080 --> 00:02:33,300 that humanity has experienced, but 95 00:02:33,540 --> 00:02:34,480 because of the level of 96 00:02:34,480 --> 00:02:36,040 connectivity that our society has 97 00:02:36,040 --> 00:02:37,950 today, it makes it so 98 00:02:38,240 --> 00:02:39,450 we are fully aware of 99 00:02:39,480 --> 00:02:40,840 the level of magnitude of 100 00:02:40,840 --> 00:02:42,710 this crisis. And number two 101 00:02:42,710 --> 00:02:43,700 and perhaps for the same 102 00:02:43,700 --> 00:02:45,090 reason of how connected we 103 00:02:45,090 --> 00:02:45,940 are not only as a 104 00:02:45,940 --> 00:02:47,730 society, but in the way 105 00:02:47,730 --> 00:02:48,520 that we do business and 106 00:02:48,520 --> 00:02:50,560 communicate this crisis is truly 107 00:02:50,610 --> 00:02:52,770 affecting the entire world. I mean, 108 00:02:52,770 --> 00:02:53,300 if you look at the 109 00:02:53,300 --> 00:02:54,970 numbers right now out of 110 00:02:56,130 --> 00:02:57,760 195 or 197, depending on 111 00:02:57,760 --> 00:02:59,750 your source countries in the 112 00:02:59,750 --> 00:03:02,410 world, 185 have confirmed cases 113 00:03:02,410 --> 00:03:03,510 of COVID- 19 right now. And 114 00:03:04,230 --> 00:03:05,950 the fact is that every 115 00:03:05,950 --> 00:03:07,760 single country, every business, and 116 00:03:07,760 --> 00:03:09,420 every individual is affected in 117 00:03:09,420 --> 00:03:10,790 one way or another, by 118 00:03:10,790 --> 00:03:12,120 the impact that this pandemic 119 00:03:12,120 --> 00:03:13,300 is having not only in 120 00:03:13,300 --> 00:03:14,610 our economy, but frankly in 121 00:03:14,610 --> 00:03:16,680 our way of life. Now, 122 00:03:16,730 --> 00:03:18,200 here's another aspect to consider 123 00:03:18,200 --> 00:03:19,160 as we reflect in all 124 00:03:19,160 --> 00:03:20,800 of this. Think about all 125 00:03:20,800 --> 00:03:22,220 the services and activities that 126 00:03:22,220 --> 00:03:23,250 are part of our day 127 00:03:23,250 --> 00:03:24,660 to day lives and that we 128 00:03:24,660 --> 00:03:26,030 just maybe take for granted, 129 00:03:26,190 --> 00:03:27,730 but that right now are critical 130 00:03:27,730 --> 00:03:28,610 and top of mind for 131 00:03:28,610 --> 00:03:30,630 all of us. Things like 132 00:03:30,690 --> 00:03:32,460 obviously healthcare services, but also 133 00:03:32,460 --> 00:03:34,950 financial services, retail services, government 134 00:03:34,950 --> 00:03:36,590 services. And not only do 135 00:03:36,590 --> 00:03:38,170 we depend on those services today, 136 00:03:38,490 --> 00:03:39,360 but we depend on the 137 00:03:39,360 --> 00:03:41,030 ability to access and communicate 138 00:03:41,030 --> 00:03:42,540 with the organizations or agencies 139 00:03:42,580 --> 00:03:44,330 that provide those services through 140 00:03:44,330 --> 00:03:46,280 customer support or customer service 141 00:03:46,280 --> 00:03:47,640 to us. And let me 142 00:03:47,640 --> 00:03:48,330 just give you a quick 143 00:03:48,330 --> 00:03:49,810 example, which I'm sure most 144 00:03:49,810 --> 00:03:50,560 of you if not all 145 00:03:50,560 --> 00:03:51,550 of you will relate to 146 00:03:51,550 --> 00:03:53,670 it. I normally work from 147 00:03:53,670 --> 00:03:55,170 home although I do travel 148 00:03:55,180 --> 00:03:56,570 a lot, so I probably 149 00:03:56,570 --> 00:03:57,590 spend half of my time 150 00:03:57,590 --> 00:03:58,900 at home and half of 151 00:03:58,900 --> 00:04:00,570 my time on the road. 152 00:04:01,200 --> 00:04:02,530 My husband owns a small 153 00:04:02,530 --> 00:04:04,260 business in real estate and 154 00:04:04,260 --> 00:04:06,430 financial services here in Miami. And 155 00:04:06,430 --> 00:04:07,650 our daughter Addy, who is 156 00:04:07,660 --> 00:04:09,310 15, she's obviously in high 157 00:04:09,310 --> 00:04:11,510 school. So as a family, 158 00:04:11,510 --> 00:04:12,560 for one, we need to 159 00:04:12,560 --> 00:04:13,870 stay in touch with Abby 160 00:04:13,870 --> 00:04:15,960 school and the county schooling 161 00:04:15,960 --> 00:04:17,040 system to figure it out, 162 00:04:17,040 --> 00:04:17,800 is she going back to 163 00:04:17,800 --> 00:04:19,030 school, is she not going back to 164 00:04:19,120 --> 00:04:20,530 school, and how are they 165 00:04:20,530 --> 00:04:22,080 managing remote dedication and so 166 00:04:22,080 --> 00:04:23,470 on. By the way, they 167 00:04:23,470 --> 00:04:24,420 are not going back to 168 00:04:24,420 --> 00:04:25,110 school for the rest of 169 00:04:25,190 --> 00:04:26,140 the school year, which is 170 00:04:26,200 --> 00:04:28,020 not exactly easy situation to 171 00:04:28,020 --> 00:04:29,520 deal with a teenager, if 172 00:04:29,810 --> 00:04:32,010 what I mean. My husband 173 00:04:32,390 --> 00:04:33,690 had to work with the IT 174 00:04:34,010 --> 00:04:35,780 company that provides them support, 175 00:04:35,810 --> 00:04:36,570 which is also a small 176 00:04:37,020 --> 00:04:39,110 business to adjust their systems, 177 00:04:39,140 --> 00:04:40,190 to be able to send 178 00:04:40,240 --> 00:04:41,220 their employees to work from 179 00:04:41,220 --> 00:04:43,050 home. He's also now in 180 00:04:43,050 --> 00:04:44,130 the process of reaching out 181 00:04:44,130 --> 00:04:45,770 to government agencies to get 182 00:04:45,770 --> 00:04:54,360 information to potentially apply... On 183 00:04:54,360 --> 00:04:55,050 my side, I'm going to assume it's all 184 00:04:55,790 --> 00:04:56,740 the time. Reached out to 185 00:04:56,740 --> 00:04:57,900 my internet service provider to 186 00:04:57,900 --> 00:04:58,770 make sure that they keep 187 00:04:58,770 --> 00:04:59,840 up with the demands and 188 00:04:59,840 --> 00:05:00,960 now it's family we have 189 00:05:00,960 --> 00:05:02,240 given that my daughter Abby 190 00:05:02,240 --> 00:05:03,590 is on Zoom from school. 191 00:05:04,100 --> 00:05:04,770 And if she's not on 192 00:05:04,770 --> 00:05:05,660 that, I tell you she's 193 00:05:05,660 --> 00:05:06,700 on FaceTime with 20 other 194 00:05:06,710 --> 00:05:07,840 kids all the time or 195 00:05:07,840 --> 00:05:09,050 live streaming on Instagram. So 196 00:05:09,050 --> 00:05:10,430 the bandwidth requirements are pretty 197 00:05:10,430 --> 00:05:11,620 high. And not to mention 198 00:05:11,770 --> 00:05:12,790 my husband who is also 199 00:05:12,790 --> 00:05:14,210 heavily using internet now, since 200 00:05:14,210 --> 00:05:15,180 he's working from home. And 201 00:05:15,180 --> 00:05:17,450 then we get to things 202 00:05:17,450 --> 00:05:18,380 like going to the grocery 203 00:05:18,380 --> 00:05:19,500 store today as a mission, 204 00:05:19,500 --> 00:05:20,270 right. I just went to 205 00:05:20,270 --> 00:05:21,710 the grocery store yesterday and 206 00:05:21,710 --> 00:05:23,520 I can tell you wearing masks, 207 00:05:24,120 --> 00:05:25,650 going on just only one 208 00:05:25,650 --> 00:05:26,600 way on the aisles and 209 00:05:26,600 --> 00:05:29,350 waiting, and the distancing upset 210 00:05:29,350 --> 00:05:30,250 at six feet and so 211 00:05:30,250 --> 00:05:32,210 on. So now I'm also 212 00:05:32,210 --> 00:05:33,270 trying to order as much 213 00:05:33,270 --> 00:05:34,850 as I can online, supply 214 00:05:34,850 --> 00:05:36,390 just to keep our lights 215 00:05:36,390 --> 00:05:38,240 going. So I think this 216 00:05:38,240 --> 00:05:39,600 just shows how much we 217 00:05:39,600 --> 00:05:41,560 depend on the services that 218 00:05:41,560 --> 00:05:42,130 in our day to day, 219 00:05:42,190 --> 00:05:44,370 obviously. But even if we 220 00:05:44,370 --> 00:05:46,080 take them for granted now 221 00:05:46,400 --> 00:05:47,930 those services are truly critical 222 00:05:48,440 --> 00:05:50,280 and just for our wellbeing. 223 00:05:50,280 --> 00:05:51,110 And even I would say, 224 00:05:51,110 --> 00:05:52,320 and I don't mean to 225 00:05:52,320 --> 00:05:53,500 sound dramatic, but even just 226 00:05:53,500 --> 00:05:55,110 for our survival, right? So 227 00:05:55,110 --> 00:05:56,410 to me, this also exemplifies 228 00:05:56,410 --> 00:05:57,420 the real need and the 229 00:05:57,420 --> 00:05:59,700 real importance of incorporating empathy 230 00:05:59,830 --> 00:06:00,750 as part of our customer 231 00:06:00,990 --> 00:06:03,210 experience strategy. These services are 232 00:06:03,210 --> 00:06:04,580 really not just operational, but 233 00:06:04,580 --> 00:06:05,940 they are part of people's 234 00:06:05,940 --> 00:06:08,960 lives. Now, to the topic today 235 00:06:09,260 --> 00:06:10,880 companies build their business continuity 236 00:06:10,880 --> 00:06:12,540 plans in a wide variety 237 00:06:12,540 --> 00:06:14,540 of scenarios in mind. Natural 238 00:06:14,540 --> 00:06:17,180 disasters, power system outages, even 239 00:06:17,180 --> 00:06:18,840 strikes and so on. But 240 00:06:18,840 --> 00:06:20,290 certainly the situation we are 241 00:06:20,290 --> 00:06:21,250 living in right now with 242 00:06:21,250 --> 00:06:22,580 COVID- 19 has forced us 243 00:06:22,580 --> 00:06:23,990 to adapt and adjust those 244 00:06:23,990 --> 00:06:26,410 business continuity plans. And it also 245 00:06:26,410 --> 00:06:28,150 makes us really think, well, 246 00:06:28,150 --> 00:06:29,410 what does the new normal 247 00:06:29,410 --> 00:06:31,470 look like? Right? Some companies, 248 00:06:31,880 --> 00:06:33,460 for example, are considering, should 249 00:06:33,460 --> 00:06:34,770 we create a working from 250 00:06:34,770 --> 00:06:36,470 home model beyond the crisis? 251 00:06:36,890 --> 00:06:38,300 But regardless of what we 252 00:06:38,300 --> 00:06:39,520 think the new normal is going 253 00:06:39,520 --> 00:06:41,300 to look like for organization 254 00:06:41,300 --> 00:06:44,830 or what would be involved 255 00:06:44,830 --> 00:06:46,630 in reactivating our normal business 256 00:06:46,630 --> 00:06:48,550 activity? What I think we 257 00:06:48,550 --> 00:06:49,440 need to be very conscious 258 00:06:49,440 --> 00:06:51,350 of is that this will 259 00:06:51,350 --> 00:06:52,390 certainly not be the last 260 00:06:52,390 --> 00:06:54,990 crisis or unprecedented situation that 261 00:06:55,010 --> 00:06:55,960 we will be challenged with. 262 00:06:55,960 --> 00:06:56,470 And I don't mean to 263 00:06:56,470 --> 00:06:57,550 sound like doom days or 264 00:06:57,550 --> 00:06:59,920 anything. But I'm just saying 265 00:07:00,320 --> 00:07:01,230 that we just need to be prepared 266 00:07:01,230 --> 00:07:02,410 and have plans that are 267 00:07:02,410 --> 00:07:04,150 flexible and agile to allow 268 00:07:04,150 --> 00:07:05,950 our organization to be as 269 00:07:05,950 --> 00:07:07,380 ready as possible and really 270 00:07:07,380 --> 00:07:08,700 to adapt and respond quickly. 271 00:07:09,230 --> 00:07:10,900 And this is exactly the 272 00:07:10,900 --> 00:07:12,300 discussion that we are going to have 273 00:07:12,350 --> 00:07:14,550 today. So I'm truly honored 274 00:07:14,550 --> 00:07:15,300 to be joined by an 275 00:07:15,300 --> 00:07:16,960 incredible panel of experts today. 276 00:07:17,420 --> 00:07:19,000 And I would like to start with 277 00:07:19,230 --> 00:07:20,910 Sheila McGee- Smith. I'm really 278 00:07:20,910 --> 00:07:22,060 honored to have you Sheila, 279 00:07:22,130 --> 00:07:24,240 would you please introduce yourself? 280 00:07:25,720 --> 00:07:28,950 Certainly. Welcome everyone and welcome 281 00:07:28,950 --> 00:07:30,980 to my fellow panelists. I'm 282 00:07:30,990 --> 00:07:32,420 excited to be here, not 283 00:07:32,420 --> 00:07:33,520 just with Barbara who I've 284 00:07:33,520 --> 00:07:34,640 worked with in the past in 285 00:07:34,640 --> 00:07:36,440 Women in Tech issues as 286 00:07:36,440 --> 00:07:38,020 you proudly aware. Women in 287 00:07:38,020 --> 00:07:42,500 Tech, Genesys' shirt. But very 288 00:07:42,500 --> 00:07:43,240 happy to be here with 289 00:07:43,240 --> 00:07:44,650 two customers as well, with 290 00:07:44,650 --> 00:07:46,550 Colin and Paul who are 291 00:07:46,620 --> 00:07:49,890 living this every day. So 292 00:07:49,890 --> 00:07:51,210 who am I? I am an 293 00:07:51,210 --> 00:07:53,520 industry analyst. I've been covering 294 00:07:53,520 --> 00:07:55,730 the contact center space full 295 00:07:55,730 --> 00:07:59,220 time since 1990. So I've 296 00:07:59,220 --> 00:08:00,500 lived through a couple of 297 00:08:00,500 --> 00:08:02,230 changes in this marketplace, a 298 00:08:02,230 --> 00:08:04,820 few small recessions, the tech 299 00:08:04,820 --> 00:08:07,950 bubble burst, but nothing compares 300 00:08:08,210 --> 00:08:09,230 to what we're all living 301 00:08:09,230 --> 00:08:10,900 through right now. So the 302 00:08:10,900 --> 00:08:12,810 slide that you're seeing there 303 00:08:13,450 --> 00:08:14,390 shows that one of the 304 00:08:14,390 --> 00:08:17,130 places where I publish my 305 00:08:17,130 --> 00:08:19,370 views on the market is 306 00:08:19,620 --> 00:08:20,820 on a site online called 307 00:08:20,820 --> 00:08:24,110 nojitter. com. About on a 308 00:08:24,110 --> 00:08:26,440 weekly basis I publish a 309 00:08:26,440 --> 00:08:28,240 post about what's happening in 310 00:08:28,240 --> 00:08:30,870 the market. For today's event, 311 00:08:30,920 --> 00:08:32,590 I've selected four that I've 312 00:08:32,590 --> 00:08:33,670 published in the last six 313 00:08:33,670 --> 00:08:34,750 months or so all about 314 00:08:34,750 --> 00:08:36,910 Genesys, needless to say, if 315 00:08:36,910 --> 00:08:37,740 you go to No Jitter, 316 00:08:37,740 --> 00:08:39,220 you'll see articles about other 317 00:08:39,220 --> 00:08:42,360 companies as well. But what 318 00:08:42,360 --> 00:08:43,950 it highlights is just how 319 00:08:43,950 --> 00:08:46,330 much, how active Genesys has 320 00:08:46,330 --> 00:08:47,600 been in the market and 321 00:08:47,600 --> 00:08:48,640 certainly in the last year, 322 00:08:48,640 --> 00:08:50,250 even more so perhaps than 323 00:08:50,250 --> 00:08:53,090 before that. With a new 324 00:08:53,090 --> 00:08:55,980 CEO, with partnerships with Google. 325 00:08:56,750 --> 00:08:58,740 So happy to be here 326 00:08:58,740 --> 00:08:59,930 and to pass it back 327 00:08:59,930 --> 00:09:01,160 to Barbara to introduce our 328 00:09:01,160 --> 00:09:04,790 first customer. Thank you, Sheila. 329 00:09:04,790 --> 00:09:06,830 I just want to say really, really an 330 00:09:06,830 --> 00:09:08,670 honor to have you. Sheila 331 00:09:08,700 --> 00:09:10,670 she certainly needed no introduction, 332 00:09:10,870 --> 00:09:12,360 her reputation in the contact center 333 00:09:12,360 --> 00:09:14,010 space and the customer experience space, 334 00:09:14,360 --> 00:09:16,020 procedure around the world in 335 00:09:16,020 --> 00:09:18,280 North America. Certainly, so Sheila 336 00:09:18,590 --> 00:09:21,410 also constantly has conversations with 337 00:09:21,410 --> 00:09:23,460 executives on the customer experience space. 338 00:09:23,900 --> 00:09:25,410 So we truly having you 339 00:09:25,410 --> 00:09:26,930 here to provide your thoughts 340 00:09:26,930 --> 00:09:28,980 and in recommendation Sheila, it's 341 00:09:28,980 --> 00:09:29,850 truly an honor. So thank 342 00:09:29,850 --> 00:09:31,850 you so much. Now to 343 00:09:31,850 --> 00:09:34,280 our next panelist, I'm really 344 00:09:34,280 --> 00:09:36,650 also honored to have with 345 00:09:36,650 --> 00:09:41,780 us Paul Bordeaux who's the 346 00:09:41,780 --> 00:09:43,390 vice president of information technology 347 00:09:43,680 --> 00:09:44,900 for e- services. Paul would 348 00:09:45,200 --> 00:09:48,360 you introduce yourself please? I'm 349 00:09:48,360 --> 00:09:54,510 sorry- Yeah, certainly. Backwards. I'm 350 00:09:54,510 --> 00:09:56,140 so sorry Paul. Sorry let me 351 00:09:56,750 --> 00:09:58,710 take this back. Colin Salvesen, 352 00:09:58,980 --> 00:10:00,100 head of IT for Mr 353 00:10:00,100 --> 00:10:01,480 Price Group. Colin, please go 354 00:10:01,480 --> 00:10:04,050 ahead. Hi. Hello to everybody 355 00:10:04,050 --> 00:10:04,940 all the way from South 356 00:10:05,080 --> 00:10:06,410 Africa. And I hope you're all 357 00:10:06,640 --> 00:10:08,560 very safe and well. Thank 358 00:10:08,560 --> 00:10:09,470 you to Genesys for having 359 00:10:09,470 --> 00:10:10,690 me. I really appreciate the 360 00:10:10,690 --> 00:10:12,850 opportunity. So yeah, I look after IT for the 361 00:10:13,550 --> 00:10:15,130 Mr Price group. We're a 362 00:10:15,130 --> 00:10:16,610 large retailer in South Africa. 363 00:10:17,290 --> 00:10:18,510 Our footprint is just over 364 00:10:18,510 --> 00:10:20,220 1200 stores and we focus on 365 00:10:20,220 --> 00:10:22,450 fashion home wear, and sportswear 366 00:10:22,530 --> 00:10:24,960 and sporting goods. And cutting 367 00:10:24,960 --> 00:10:26,270 across these verticals we also 368 00:10:26,270 --> 00:10:28,210 have MRP money, or Mr 369 00:10:28,210 --> 00:10:29,410 Price Money which is the 370 00:10:29,410 --> 00:10:31,160 enabler for credit in the 371 00:10:31,160 --> 00:10:32,940 group as well as insurance 372 00:10:32,940 --> 00:10:34,300 products to protect that credit. 373 00:10:35,010 --> 00:10:36,850 And more recently we have 374 00:10:36,850 --> 00:10:40,550 launched MRP mobile strategy, which 375 00:10:40,550 --> 00:10:41,840 is MRP cellular, which is 376 00:10:41,840 --> 00:10:43,770 an immuno strategy on unselling 377 00:10:43,810 --> 00:10:46,220 of services from some of 378 00:10:46,220 --> 00:10:47,140 the top networks in South 379 00:10:47,140 --> 00:10:48,830 Africa. And we also have 380 00:10:48,810 --> 00:10:50,760 our own NBN, which is MIP 381 00:10:50,760 --> 00:10:53,270 mobile. We've been a Genesys 382 00:10:53,270 --> 00:10:55,570 customer for the past five years through 383 00:10:55,570 --> 00:10:56,940 peer connect and we have 384 00:10:57,370 --> 00:10:59,680 approximately 600 agents of which 385 00:10:59,680 --> 00:11:01,050 a large portion of those 386 00:11:01,050 --> 00:11:02,790 are outbound sales agents and 387 00:11:02,910 --> 00:11:05,630 outbound collections agents and also 388 00:11:05,630 --> 00:11:07,250 a large inbound component that 389 00:11:07,250 --> 00:11:08,410 looks after eCommerce for the 390 00:11:08,410 --> 00:11:09,960 group as well as customer 391 00:11:09,960 --> 00:11:11,530 care for the store footprint. 392 00:11:12,060 --> 00:11:13,060 So yeah, very excited to 393 00:11:13,060 --> 00:11:14,660 be discussing these topics that are 394 00:11:14,810 --> 00:11:16,090 very topical and I hope 395 00:11:16,090 --> 00:11:17,210 we can shed some lights on some 396 00:11:17,210 --> 00:11:18,650 of the consents, looking forward to it. 397 00:11:18,800 --> 00:11:21,110 Thank you. Thank you so 398 00:11:21,110 --> 00:11:22,840 much Colin. By the way, 399 00:11:22,840 --> 00:11:23,990 it's pretty late for you out 400 00:11:24,400 --> 00:11:25,440 there in South Africa. So we 401 00:11:25,740 --> 00:11:27,530 do appreciate very much joining 402 00:11:27,530 --> 00:11:29,110 us today. That's my pleasure. 403 00:11:32,060 --> 00:11:34,640 Sorry for the mix up Paul. Now, I'll 404 00:11:34,640 --> 00:11:35,640 let you introduce. So Paul 405 00:11:35,640 --> 00:11:37,010 Bordeaux again, vice president of 406 00:11:37,240 --> 00:11:40,590 information technology for eFinancial. Paul. Awesome. 407 00:11:40,700 --> 00:11:42,350 Thank you very much. As 408 00:11:42,360 --> 00:11:43,200 mentioned, my name is Paul 409 00:11:43,200 --> 00:11:44,620 Bordeaux and I'm the VP 410 00:11:44,620 --> 00:11:47,430 of IT at eFinancial. And eFinancial is actually a 411 00:11:47,430 --> 00:11:49,360 direct consumer life insurance company. 412 00:11:49,660 --> 00:11:50,960 That's all call center based. 413 00:11:50,960 --> 00:11:52,270 We started about 20 years 414 00:11:52,270 --> 00:11:53,980 ago and since then we've 415 00:11:53,980 --> 00:11:54,810 grown to become one of 416 00:11:54,810 --> 00:11:56,570 the largest director life insurance 417 00:11:56,570 --> 00:11:58,250 agencies in the United States. 418 00:11:58,800 --> 00:11:59,640 As an example of our 419 00:11:59,640 --> 00:12:01,290 volume, we did right over $ 420 00:12:01,290 --> 00:12:03,800 11 billion in life insurance 421 00:12:03,800 --> 00:12:06,970 coverage in 2017 alone. Our 422 00:12:06,970 --> 00:12:09,040 staffing model looks similar to 423 00:12:10,070 --> 00:12:12,100 Mr Price their staffing model. 424 00:12:12,140 --> 00:12:13,250 We have about 400 call 425 00:12:13,250 --> 00:12:15,450 center agents that serves both 426 00:12:15,450 --> 00:12:17,320 sales agents, transfer agents, customer 427 00:12:17,320 --> 00:12:18,490 care reps, and as well 428 00:12:18,490 --> 00:12:20,030 as independent agents spread across 429 00:12:20,030 --> 00:12:21,900 the country. We're licensed in 430 00:12:21,900 --> 00:12:23,630 all 50 States district of 431 00:12:23,630 --> 00:12:25,360 Columbia, but our main call 432 00:12:25,360 --> 00:12:27,000 centers are in three locations. 433 00:12:27,170 --> 00:12:28,100 We have one in Bellevue, 434 00:12:28,100 --> 00:12:29,790 Washington, which is our headquarters. 435 00:12:30,120 --> 00:12:31,190 We have one in Chicago, 436 00:12:31,190 --> 00:12:32,680 Illinois, and we have a 437 00:12:32,680 --> 00:12:33,690 new one that just opened 438 00:12:33,690 --> 00:12:34,680 up this year in Tempe, 439 00:12:34,680 --> 00:12:36,160 Arizona sort of spread across 440 00:12:36,160 --> 00:12:38,340 the United States. I'm Colin, 441 00:12:38,340 --> 00:12:39,470 I'm excited to be here 442 00:12:39,470 --> 00:12:40,570 and I'm looking forward to this webinar. 443 00:12:40,790 --> 00:12:46,420 Welcome. So to get us 444 00:12:46,420 --> 00:12:48,020 started with this conversation, I 445 00:12:48,020 --> 00:12:48,990 would first like to ask 446 00:12:49,260 --> 00:12:50,850 Sheila to give us her analyst 447 00:12:51,180 --> 00:12:52,350 perspective on the current state 448 00:12:52,350 --> 00:12:53,950 of customer experience and the 449 00:12:53,950 --> 00:12:55,500 impact that COVID-19 is having 450 00:12:55,500 --> 00:12:58,740 in the contact center space. Sheila. Thank 451 00:12:59,030 --> 00:13:00,830 you. The slide that you 452 00:13:00,830 --> 00:13:04,070 see here talks about the 453 00:13:04,070 --> 00:13:06,240 New Hampshire emergency order number 454 00:13:06,240 --> 00:13:08,410 17, that was issued by 455 00:13:08,410 --> 00:13:12,880 our governor Sununu back early 456 00:13:12,880 --> 00:13:16,840 in March. And slides are 457 00:13:16,840 --> 00:13:19,580 just going crazy. Huh? Let's 458 00:13:19,580 --> 00:13:22,000 try and get back on 459 00:13:22,000 --> 00:13:24,230 the right slide. Okay. And 460 00:13:24,230 --> 00:13:28,470 what it shows is that 461 00:13:29,550 --> 00:13:31,200 as it highlights is people 462 00:13:31,200 --> 00:13:33,730 in information technology, people like 463 00:13:33,790 --> 00:13:35,670 Colin and Paul, people who 464 00:13:35,670 --> 00:13:37,940 work in call centers are 465 00:13:37,940 --> 00:13:40,340 part of essential services. So 466 00:13:40,340 --> 00:13:42,660 as countries and States have 467 00:13:42,660 --> 00:13:44,260 put out orders that say, 468 00:13:44,480 --> 00:13:46,970 everybody stayed home except essential 469 00:13:46,970 --> 00:13:50,010 workers, right. Very often those 470 00:13:50,010 --> 00:13:51,500 essential workers work in government 471 00:13:51,500 --> 00:13:55,950 locations and hospitals and they 472 00:13:55,950 --> 00:13:58,170 are continuing to be important 473 00:13:58,400 --> 00:14:01,580 to the ongoing pace of 474 00:14:01,580 --> 00:14:03,650 keeping people alive and well 475 00:14:03,900 --> 00:14:05,540 as Barbara talked about. Right? 476 00:14:06,070 --> 00:14:07,890 And so it gives us 477 00:14:07,890 --> 00:14:09,030 pause those of us in 478 00:14:09,030 --> 00:14:11,210 the contact center space to understand 479 00:14:11,210 --> 00:14:13,050 how important we are to 480 00:14:13,050 --> 00:14:15,480 keeping business going, to keeping 481 00:14:15,480 --> 00:14:17,540 lives going. And again, as 482 00:14:17,540 --> 00:14:20,270 Barbara pointed out with everything 483 00:14:20,270 --> 00:14:21,210 that we need just to 484 00:14:21,210 --> 00:14:23,190 subsist one doesn't want to 485 00:14:23,190 --> 00:14:24,640 be overly dramatic, but we're 486 00:14:24,640 --> 00:14:26,650 part of a process that's 487 00:14:26,650 --> 00:14:39,560 really quite important. Okay. You want me to move their slide? Share over there. 488 00:14:42,400 --> 00:14:44,320 Maybe from now on, you 489 00:14:44,320 --> 00:14:45,360 can move my slides for 490 00:14:45,360 --> 00:14:46,440 me. Thank you very much. 491 00:14:46,700 --> 00:14:48,390 So one of the things 492 00:14:48,390 --> 00:14:49,450 that I want to talk about is 493 00:14:49,450 --> 00:14:50,260 sort of what did the 494 00:14:50,260 --> 00:14:52,940 world look right before the 495 00:14:55,240 --> 00:14:58,410 COVID pandemic became real. And 496 00:14:58,410 --> 00:14:59,710 interesting that we have the 497 00:14:59,710 --> 00:15:01,260 gentlemen on from South Africa 498 00:15:01,460 --> 00:15:02,930 because the data that I'm 499 00:15:02,930 --> 00:15:04,640 showing here is from a 500 00:15:04,640 --> 00:15:06,860 company called NTT. And it 501 00:15:06,860 --> 00:15:09,110 is part of a global 502 00:15:09,200 --> 00:15:12,610 benchmarking report that NTT has 503 00:15:12,610 --> 00:15:14,590 been gathering for 22 years 504 00:15:14,590 --> 00:15:16,070 now. And that the group 505 00:15:16,070 --> 00:15:17,200 that runs that is actually 506 00:15:17,200 --> 00:15:19,780 out of South Africa and 507 00:15:19,780 --> 00:15:21,560 I've visited them down there. 508 00:15:21,770 --> 00:15:23,410 And he's nodding because it's 509 00:15:23,410 --> 00:15:25,360 an important piece of research 510 00:15:25,670 --> 00:15:26,770 that a lot of us 511 00:15:26,810 --> 00:15:28,590 in the context center look 512 00:15:28,590 --> 00:15:29,930 forward to seeing that new 513 00:15:29,930 --> 00:15:32,500 data every year. So moving 514 00:15:32,500 --> 00:15:37,040 into 2020 companies, some 600 515 00:15:37,040 --> 00:15:38,010 of them responded to this 516 00:15:38,010 --> 00:15:41,020 question or asked what strategies 517 00:15:41,020 --> 00:15:43,130 are being used to meet 518 00:15:43,380 --> 00:15:48,030 the evolving workforce demands. And 519 00:15:48,030 --> 00:15:50,350 you'll see flexible hours were 520 00:15:50,350 --> 00:15:52,960 important. Remote working was important. 521 00:15:53,830 --> 00:15:55,430 But probably further down the 522 00:15:55,430 --> 00:15:57,710 list, something like wellness, which 523 00:15:57,710 --> 00:15:58,810 I've highlighted there with an 524 00:15:58,810 --> 00:16:03,510 arrow or training, new approaches 525 00:16:03,510 --> 00:16:05,230 for training. And so as 526 00:16:05,230 --> 00:16:07,880 we now sit six weeks 527 00:16:07,880 --> 00:16:10,280 into this global crisis with 528 00:16:10,440 --> 00:16:12,280 so many agents now working 529 00:16:12,280 --> 00:16:14,910 from home, I look at 530 00:16:14,960 --> 00:16:16,260 statistics like this and I 531 00:16:16,260 --> 00:16:18,270 think people like Paul and 532 00:16:18,270 --> 00:16:20,350 Colin have new challenges, how 533 00:16:20,350 --> 00:16:22,440 do we handle wellness when 534 00:16:22,440 --> 00:16:23,610 so many of our agents 535 00:16:23,610 --> 00:16:25,330 are working from home? How 536 00:16:25,330 --> 00:16:27,270 do we reevaluate how we 537 00:16:27,270 --> 00:16:29,520 train when so many agents 538 00:16:29,520 --> 00:16:31,120 are working from home? And 539 00:16:31,130 --> 00:16:33,020 so things that perhaps were 540 00:16:33,020 --> 00:16:34,960 not as high a priority 541 00:16:35,210 --> 00:16:37,440 just two months ago, raising 542 00:16:37,700 --> 00:16:43,260 insignificance. And then next slide, 543 00:16:43,720 --> 00:16:45,500 please, since I seem to 544 00:16:45,500 --> 00:16:48,850 be challenged. I went to 545 00:16:48,850 --> 00:16:50,180 a business school in Chicago 546 00:16:52,220 --> 00:16:55,410 at Kellogg. And there's been 547 00:16:55,410 --> 00:16:59,150 ongoing communications from Kellogg, which 548 00:16:59,150 --> 00:17:01,820 has in its alumni base 549 00:17:01,820 --> 00:17:03,690 a lot of corporate leaders. 550 00:17:04,120 --> 00:17:04,980 And what they've been doing 551 00:17:04,980 --> 00:17:06,960 is providing information to be 552 00:17:06,970 --> 00:17:09,210 helpful to those leaders as 553 00:17:09,240 --> 00:17:11,010 they go through this crisis. 554 00:17:11,560 --> 00:17:14,870 So one particular session caught 555 00:17:14,870 --> 00:17:16,090 my eye and it was 556 00:17:16,090 --> 00:17:18,660 by Harry kraemer, who is 557 00:17:18,660 --> 00:17:20,890 a professor of leadership at 558 00:17:21,440 --> 00:17:23,340 The Kellogg School at Northwestern 559 00:17:23,340 --> 00:17:26,610 university. And prior to being 560 00:17:26,980 --> 00:17:28,680 a professor, he was the 561 00:17:28,680 --> 00:17:31,700 CEO of Baxter International, a 562 00:17:31,700 --> 00:17:35,010 major medical supply company here 563 00:17:35,010 --> 00:17:36,780 in the United States. And 564 00:17:36,780 --> 00:17:38,960 the statement that he made 565 00:17:38,960 --> 00:17:42,270 that really rang so true 566 00:17:42,270 --> 00:17:44,000 for me was the need 567 00:17:44,070 --> 00:17:47,130 for a coronavirus war room. 568 00:17:48,210 --> 00:17:49,260 And it struck for a 569 00:17:49,260 --> 00:17:50,680 couple of reasons. One is 570 00:17:51,100 --> 00:17:52,490 I was early in my 571 00:17:52,490 --> 00:17:55,070 career at AT& T, when 572 00:17:55,070 --> 00:17:56,590 AT& T was going through 573 00:17:56,590 --> 00:17:58,360 divestiture. So I was at 574 00:17:58,360 --> 00:18:00,400 corporate headquarters in Basking Ridge, 575 00:18:00,400 --> 00:18:02,330 New Jersey, and we had 576 00:18:02,330 --> 00:18:03,900 a war room. And I 577 00:18:03,900 --> 00:18:04,870 was part of that war 578 00:18:04,870 --> 00:18:06,010 room because I was in 579 00:18:06,010 --> 00:18:07,740 market research. And there were 580 00:18:07,740 --> 00:18:10,470 lots of issues that smack 581 00:18:10,800 --> 00:18:12,710 of market research, data that 582 00:18:12,710 --> 00:18:15,040 was required by that group, 583 00:18:15,040 --> 00:18:16,190 working in the war room, 584 00:18:16,340 --> 00:18:18,600 when how do we break 585 00:18:18,610 --> 00:18:20,690 up the bell system? And 586 00:18:20,690 --> 00:18:21,760 so this notion of a 587 00:18:21,760 --> 00:18:24,500 coronavirus war room really struck 588 00:18:24,500 --> 00:18:28,050 me in that his comment, 589 00:18:28,680 --> 00:18:31,010 Kraemer's comment that no leader, 590 00:18:31,570 --> 00:18:32,880 if they're honest, is bright 591 00:18:32,880 --> 00:18:35,100 enough to figure out everything 592 00:18:35,100 --> 00:18:36,720 on their own. That they 593 00:18:36,730 --> 00:18:39,950 should have the data input 594 00:18:40,450 --> 00:18:41,910 and the knowledge and the 595 00:18:41,910 --> 00:18:44,280 wisdom of people from all 596 00:18:44,280 --> 00:18:46,240 over the business. And so 597 00:18:46,240 --> 00:18:46,810 I thought it was a 598 00:18:46,810 --> 00:18:48,300 great insight and one worth 599 00:18:48,300 --> 00:18:51,230 sharing on this webinar for 600 00:18:51,230 --> 00:18:54,330 all involved. Next slide please. 601 00:18:56,570 --> 00:18:57,970 So I'm taking us back 602 00:18:57,970 --> 00:19:00,720 to the NTT customer experience 603 00:19:00,720 --> 00:19:03,380 benchmarking study again. And this 604 00:19:03,380 --> 00:19:04,280 is a question that was 605 00:19:04,280 --> 00:19:06,310 answered again by about 600 of 606 00:19:06,430 --> 00:19:08,800 the respondents. And know that 607 00:19:08,800 --> 00:19:10,470 this study is a global 608 00:19:10,470 --> 00:19:11,780 study. And so they get 609 00:19:11,780 --> 00:19:14,370 representation from North America, South 610 00:19:14,370 --> 00:19:17,860 America, Asia, Europe. And so 611 00:19:17,860 --> 00:19:18,890 for all of you who 612 00:19:18,890 --> 00:19:20,410 are listening here today, this 613 00:19:20,410 --> 00:19:21,950 is relevant data for all 614 00:19:21,950 --> 00:19:24,090 of us. So the question 615 00:19:24,090 --> 00:19:25,470 that was asked again, pre- 616 00:19:25,470 --> 00:19:26,870 COVID is one of the 617 00:19:26,870 --> 00:19:30,620 top technology priorities for customer 618 00:19:30,620 --> 00:19:33,710 experience? And data and analytics, 619 00:19:33,710 --> 00:19:35,160 as you can see, has 620 00:19:35,160 --> 00:19:37,660 been seen as important by 621 00:19:37,660 --> 00:19:39,780 customer experience professionals for the 622 00:19:39,780 --> 00:19:41,940 last three years running, right. 623 00:19:42,670 --> 00:19:46,960 And digital transformation, supplying better 624 00:19:46,960 --> 00:19:49,490 digital customer experience, meeting the 625 00:19:49,750 --> 00:19:52,420 demands of consumers who want 626 00:19:52,710 --> 00:19:55,230 better digital options from the 627 00:19:55,230 --> 00:19:57,040 organizations and the companies that 628 00:19:57,040 --> 00:19:58,330 they work with. These have 629 00:19:58,330 --> 00:20:00,700 been key initiatives for the 630 00:20:00,700 --> 00:20:01,990 last two or three years. 631 00:20:02,820 --> 00:20:04,280 But again, what I've highlighted 632 00:20:04,280 --> 00:20:06,630 here are things that may 633 00:20:06,630 --> 00:20:08,160 be lower on the list 634 00:20:08,520 --> 00:20:11,090 like cloud solutions or the 635 00:20:11,090 --> 00:20:15,460 personalization of services, because in 636 00:20:15,460 --> 00:20:17,790 a post- COVID world, I 637 00:20:17,790 --> 00:20:19,590 think they're rising in importance. 638 00:20:19,840 --> 00:20:20,490 And if we were to 639 00:20:20,490 --> 00:20:23,140 retake this survey right now, 640 00:20:23,340 --> 00:20:25,010 I think cloud would rise 641 00:20:25,010 --> 00:20:26,230 way to the top of 642 00:20:26,230 --> 00:20:28,670 this. Because companies that I 643 00:20:28,670 --> 00:20:30,970 work with, that you work 644 00:20:30,970 --> 00:20:33,740 with at Genesys are finding that 645 00:20:34,370 --> 00:20:36,150 if they were sitting with contact 646 00:20:36,750 --> 00:20:39,620 center agents in premises locations 647 00:20:39,890 --> 00:20:42,770 with premises based systems, that 648 00:20:42,790 --> 00:20:44,950 it was often more difficult 649 00:20:45,440 --> 00:20:47,870 to send those agents home 650 00:20:47,870 --> 00:20:49,680 and be able to answer 651 00:20:49,860 --> 00:20:52,670 that increased volume that's happening 652 00:20:52,670 --> 00:20:55,110 in so many industries, right? 653 00:20:55,300 --> 00:20:57,460 Those with cloud solutions there 654 00:20:57,460 --> 00:20:59,150 were still challenges. There were 655 00:20:59,150 --> 00:21:02,180 still challenges with bandwidth, with 656 00:21:02,370 --> 00:21:05,070 whether agents had laptops, equipping 657 00:21:05,070 --> 00:21:07,140 them with that. But those 658 00:21:07,650 --> 00:21:13,940 challenges block less progress than 659 00:21:14,020 --> 00:21:15,190 having to send an agent 660 00:21:15,190 --> 00:21:17,440 home with a phone and 661 00:21:17,560 --> 00:21:20,440 a firewall and a server. 662 00:21:20,710 --> 00:21:21,770 And that's what often would 663 00:21:21,770 --> 00:21:22,880 happen with a premises based 664 00:21:22,880 --> 00:21:26,010 solution. The personalization of services, 665 00:21:26,380 --> 00:21:28,380 I think it's a topic 666 00:21:28,380 --> 00:21:31,130 that Genesys in 2020 is 667 00:21:31,130 --> 00:21:33,080 putting a bigger focus on, 668 00:21:33,390 --> 00:21:34,910 and again, was doing that 669 00:21:34,990 --> 00:21:37,010 pre- COVID. I think post- 670 00:21:37,040 --> 00:21:39,190 COVID, it becomes more important 671 00:21:39,530 --> 00:21:41,770 because as Barbara talked about, 672 00:21:42,050 --> 00:21:44,130 we need to be providing 673 00:21:44,230 --> 00:21:47,280 empathy even more than ever. 674 00:21:47,470 --> 00:21:48,430 When people get on the 675 00:21:48,430 --> 00:21:50,190 phone, we have to be 676 00:21:50,190 --> 00:21:52,000 able to ask them how 677 00:21:52,000 --> 00:21:53,650 they're doing. We need the 678 00:21:53,650 --> 00:21:56,020 extra time. We need agents 679 00:21:56,020 --> 00:21:58,600 who are trained to know 680 00:21:58,600 --> 00:21:59,890 that. We need agents who 681 00:21:59,890 --> 00:22:03,380 aren't being held to performance 682 00:22:03,380 --> 00:22:07,130 standards about key performance indicators 683 00:22:07,370 --> 00:22:08,960 that are perhaps less important 684 00:22:08,960 --> 00:22:10,890 now. So I think that personalization of 685 00:22:10,890 --> 00:22:12,360 services is another one of 686 00:22:12,370 --> 00:22:14,830 those things where it's rising 687 00:22:14,830 --> 00:22:16,510 in importance, but we also 688 00:22:16,510 --> 00:22:17,760 need the systems in place 689 00:22:17,760 --> 00:22:18,750 that are going to allow 690 00:22:18,750 --> 00:22:21,180 that to happen. So it's 691 00:22:21,180 --> 00:22:22,370 interesting to take a look 692 00:22:22,370 --> 00:22:23,220 at what was happening right 693 00:22:23,220 --> 00:22:25,380 before, but also to understand 694 00:22:25,380 --> 00:22:27,160 the impact that this has 695 00:22:27,160 --> 00:22:28,850 had on how we all 696 00:22:28,850 --> 00:22:30,170 deliver service. And I'm going 697 00:22:31,050 --> 00:22:31,840 to turn it back to 698 00:22:31,840 --> 00:22:34,170 Barbara now. Thank you, Sheila. 699 00:22:34,730 --> 00:22:36,820 And I think that definitely the 700 00:22:37,610 --> 00:22:38,850 insights that you provided us 701 00:22:38,850 --> 00:22:40,940 are right on point. I 702 00:22:40,940 --> 00:22:41,680 want to go back to 703 00:22:41,680 --> 00:22:43,490 some of this key elements, 704 00:22:43,490 --> 00:22:44,610 but first to your point, 705 00:22:44,900 --> 00:22:46,480 let's take maybe one step 706 00:22:46,480 --> 00:22:47,650 back and to level set 707 00:22:47,650 --> 00:22:49,640 and provide context. To start 708 00:22:49,640 --> 00:22:50,540 our Q& A session I 709 00:22:50,540 --> 00:22:51,860 would like to go to 710 00:22:51,860 --> 00:22:54,010 both Paul and Colin, and maybe 711 00:22:54,010 --> 00:22:55,180 Paul I'll start with you, 712 00:22:55,600 --> 00:22:56,530 and then Colin can provide 713 00:22:56,530 --> 00:22:58,100 some additional input. But the 714 00:22:58,100 --> 00:22:59,690 first question would be, can 715 00:22:59,690 --> 00:23:01,190 you give our audience the 716 00:23:01,190 --> 00:23:03,010 firsthand account of the main 717 00:23:03,240 --> 00:23:04,630 changes that your agents have 718 00:23:04,630 --> 00:23:06,300 experienced due to this crisis? 719 00:23:06,360 --> 00:23:07,390 I mean, are they all 720 00:23:07,390 --> 00:23:09,070 working from home? How was the 721 00:23:09,140 --> 00:23:11,230 transition and how are supervisors 722 00:23:11,290 --> 00:23:12,710 adapting to it? Paul, let's 723 00:23:12,710 --> 00:23:14,710 start with you. Yeah, definitely. 724 00:23:15,230 --> 00:23:17,890 So despite some slight differences 725 00:23:17,890 --> 00:23:19,500 in state government guidelines for 726 00:23:19,500 --> 00:23:21,830 COVID response, eFinancial chose to 727 00:23:21,830 --> 00:23:23,190 enable working from home for 728 00:23:23,190 --> 00:23:24,590 all of our agents and employees 729 00:23:24,650 --> 00:23:25,940 at the same time. We 730 00:23:25,940 --> 00:23:26,960 actually did a full cut 731 00:23:26,960 --> 00:23:28,630 over to Genesys cloud on 732 00:23:28,630 --> 00:23:31,080 March 27th which turns out 733 00:23:31,190 --> 00:23:32,130 to be about three weeks 734 00:23:32,130 --> 00:23:33,540 earlier than we had originally 735 00:23:33,540 --> 00:23:35,140 designed. So it was a little abrupt 736 00:23:35,140 --> 00:23:36,650 in training, abrupt in that 737 00:23:36,650 --> 00:23:38,000 day to day coaching piece 738 00:23:38,300 --> 00:23:39,750 and really abrupt for our 739 00:23:39,750 --> 00:23:40,840 internal help desk because they 740 00:23:40,840 --> 00:23:42,010 kind of scrambled to support 741 00:23:42,010 --> 00:23:46,250 that. Right. Colin maybe the 742 00:23:46,250 --> 00:23:47,790 same question for you, what was 743 00:23:48,420 --> 00:23:49,730 the changes for your agents and 744 00:23:50,300 --> 00:23:51,330 are they working from home? 745 00:23:51,330 --> 00:23:52,260 How are they adapting to 746 00:23:52,260 --> 00:23:54,810 it? Yes. I think that in 747 00:23:54,810 --> 00:23:56,450 the South African context we've 748 00:23:56,450 --> 00:23:57,450 had a full shutdown, so 749 00:23:57,450 --> 00:23:58,810 it's basically, you will stay 750 00:23:58,810 --> 00:24:00,830 inside your property and only 751 00:24:00,830 --> 00:24:02,020 go out for essential services. 752 00:24:02,020 --> 00:24:03,650 So it was quite apparent 753 00:24:03,820 --> 00:24:04,350 to us that this was 754 00:24:04,350 --> 00:24:05,510 going to impact the call center at 755 00:24:05,510 --> 00:24:07,320 large. But also from an 756 00:24:07,320 --> 00:24:09,920 economic standpoint, our customers. So 757 00:24:09,920 --> 00:24:11,840 we did initiate remote work for 758 00:24:12,290 --> 00:24:14,370 our customer care agents and 759 00:24:14,370 --> 00:24:15,940 a portion of our collections agents. 760 00:24:16,990 --> 00:24:18,590 And, again, those people servicing 761 00:24:18,590 --> 00:24:20,860 our insurance portfolio but everything 762 00:24:20,860 --> 00:24:22,180 to do with outbound selling 763 00:24:22,380 --> 00:24:23,410 cease to exist, we just 764 00:24:23,410 --> 00:24:25,420 stopped altogether. I think that 765 00:24:26,890 --> 00:24:28,290 the common themes that we 766 00:24:28,290 --> 00:24:29,760 saw coming through was people 767 00:24:29,800 --> 00:24:31,170 really wanting to know, how do 768 00:24:31,170 --> 00:24:32,040 I actually pay, how do 769 00:24:32,040 --> 00:24:33,100 I keep in good standing? 770 00:24:33,100 --> 00:24:34,500 How do I get orders 771 00:24:34,500 --> 00:24:38,110 that were previously ordered before 772 00:24:38,110 --> 00:24:40,410 the lockdown and what might happen to 773 00:24:40,410 --> 00:24:41,950 those in the lockdown? So 774 00:24:42,220 --> 00:24:42,960 we took the call to 775 00:24:42,960 --> 00:24:44,460 really just let the outbound 776 00:24:44,460 --> 00:24:46,260 agents be purely customer care 777 00:24:46,260 --> 00:24:49,180 agents. And what's been great 778 00:24:49,180 --> 00:24:51,090 is that they have actually risen to the 779 00:24:51,090 --> 00:24:53,080 challenge. They have been connectivity 780 00:24:53,080 --> 00:24:54,450 issues because not everybody in 781 00:24:54,450 --> 00:24:55,500 South Africa has access to 782 00:24:55,500 --> 00:24:57,200 WiFi. So we're all relying on 783 00:24:57,380 --> 00:25:00,810 3G. But the remote workers, I 784 00:25:00,810 --> 00:25:01,420 think a lot of them are actually saying 785 00:25:01,940 --> 00:25:03,390 they're more busy than they thought they 786 00:25:03,390 --> 00:25:04,550 would be. And there's a 787 00:25:04,550 --> 00:25:05,620 lot of transparency through the 788 00:25:05,620 --> 00:25:06,910 Genesys system as well. So 789 00:25:07,250 --> 00:25:08,260 we don't need to necessarily 790 00:25:08,260 --> 00:25:09,210 please them. They know that 791 00:25:09,550 --> 00:25:10,730 they've got presence, they know that 792 00:25:10,730 --> 00:25:11,590 they've got the tools that 793 00:25:11,620 --> 00:25:13,060 they need. So it's been a 794 00:25:13,310 --> 00:25:14,420 pretty good transition for us. 795 00:25:15,960 --> 00:25:16,650 And I think that that 796 00:25:16,650 --> 00:25:19,160 speaks perfectly on the empathy 797 00:25:19,410 --> 00:25:21,560 topic because you guys were right 798 00:25:21,560 --> 00:25:22,960 on top of what's really 799 00:25:22,960 --> 00:25:24,610 in your customer's minds and 800 00:25:24,870 --> 00:25:26,020 what's really important for them right 801 00:25:26,020 --> 00:25:28,160 now and adapted to respond 802 00:25:28,160 --> 00:25:29,580 to that. So that is fabulous. 803 00:25:29,750 --> 00:25:31,330 Now, again, to both of 804 00:25:31,330 --> 00:25:33,210 you can you also provide 805 00:25:33,210 --> 00:25:35,490 some additional context on how is the crisis 806 00:25:35,530 --> 00:25:36,730 affected your business. And Colin 807 00:25:36,730 --> 00:25:39,160 you talked a little bit about that, but maybe give 808 00:25:39,160 --> 00:25:40,740 us a little bit more 809 00:25:40,740 --> 00:25:42,840 context on how's the customer 810 00:25:43,160 --> 00:25:45,750 experience? Has it been disrupted? What are the steps 811 00:25:46,040 --> 00:25:47,290 that you're taking to mitigate 812 00:25:47,290 --> 00:25:49,830 not all after that, but 813 00:25:50,080 --> 00:25:53,410 Colin, you want to give some context on that? Yeah, sure. 814 00:25:53,410 --> 00:25:56,340 So I mean, the lockdown meant that 815 00:25:56,340 --> 00:25:58,470 all 1200 of our stores closed 816 00:25:59,270 --> 00:26:00,250 and. It became quite apparent 817 00:26:00,250 --> 00:26:01,410 quite quickly just how dependent 818 00:26:01,650 --> 00:26:03,130 we were on that last 819 00:26:03,130 --> 00:26:04,270 mile of the store in 820 00:26:04,270 --> 00:26:07,020 terms of customer payments, eCommerce 821 00:26:07,020 --> 00:26:09,340 click and collect. So quite 822 00:26:09,340 --> 00:26:11,240 quickly from a digital perspective, 823 00:26:11,240 --> 00:26:12,460 we had to move very 824 00:26:12,460 --> 00:26:13,540 fast in terms of giving 825 00:26:13,540 --> 00:26:17,410 people additional payment options even 826 00:26:17,410 --> 00:26:18,360 going down to the level of 827 00:26:21,100 --> 00:26:22,190 old good USSD. And again, 828 00:26:22,270 --> 00:26:23,400 driving a lot of digital 829 00:26:23,400 --> 00:26:25,630 communication through our app and 830 00:26:25,630 --> 00:26:27,500 through our online channels. So there was 831 00:26:28,200 --> 00:26:29,030 a bit of a disruption 832 00:26:29,030 --> 00:26:29,980 because we didn't have as 833 00:26:29,980 --> 00:26:31,160 many call center agents as 834 00:26:31,160 --> 00:26:32,010 we'd like to have had 835 00:26:32,200 --> 00:26:33,320 working remotely. So a lot 836 00:26:33,320 --> 00:26:34,850 of that moved towards traditional 837 00:26:35,160 --> 00:26:37,590 email and chat channels. So 838 00:26:37,700 --> 00:26:39,180 customers finding and got frustrated, 839 00:26:39,180 --> 00:26:40,720 but we've come along quite 840 00:26:40,720 --> 00:26:41,700 quickly. I think that this is a 841 00:26:42,430 --> 00:26:44,390 accelerated a lot more the the 842 00:26:44,390 --> 00:26:45,970 digital discussions that we needed 843 00:26:46,070 --> 00:26:47,930 to have. And we're going to go back to 844 00:26:48,620 --> 00:26:49,610 that topic in a minute, 845 00:26:49,610 --> 00:26:51,220 but Paul, same question for 846 00:26:51,220 --> 00:26:52,100 you, how has the business 847 00:26:52,100 --> 00:26:53,270 been effective for you guys 848 00:26:53,270 --> 00:26:55,960 and disruption and customer experience 849 00:26:56,020 --> 00:26:56,990 and how are you mitigating 850 00:26:56,990 --> 00:27:00,530 it? Well, since we're entirely 851 00:27:00,530 --> 00:27:01,960 call center based. The good 852 00:27:01,960 --> 00:27:02,950 news is as long as 853 00:27:02,950 --> 00:27:03,510 we were able to keep 854 00:27:03,510 --> 00:27:04,570 our agents on the phones, 855 00:27:04,570 --> 00:27:05,850 our customer experience was not 856 00:27:06,020 --> 00:27:07,410 disrupted at all, which is 857 00:27:07,410 --> 00:27:09,120 important in our industry because 858 00:27:09,370 --> 00:27:10,850 consumer demand is rising for 859 00:27:10,850 --> 00:27:13,110 us. Anytime there's an event 860 00:27:13,140 --> 00:27:14,920 that reminds people of the critical 861 00:27:14,920 --> 00:27:16,810 importance of financially supporting loved 862 00:27:16,940 --> 00:27:18,120 ones, we see an increased 863 00:27:18,120 --> 00:27:19,890 demand for life insurance. So it 864 00:27:20,050 --> 00:27:21,640 was imperative that our agents 865 00:27:21,640 --> 00:27:22,990 were still available to serve 866 00:27:22,990 --> 00:27:24,520 customers at times they need 867 00:27:24,520 --> 00:27:26,390 us the most. Similar to 868 00:27:26,390 --> 00:27:29,230 Colin, not only did we increase 869 00:27:29,230 --> 00:27:31,400 our availability online or on 870 00:27:31,400 --> 00:27:32,530 the phone, but we've also 871 00:27:32,690 --> 00:27:33,930 started to provide more digital 872 00:27:33,930 --> 00:27:35,710 offering and direct customers there 873 00:27:35,710 --> 00:27:37,410 so that they can react in 874 00:27:37,410 --> 00:27:38,810 a way that isn't the face to face 875 00:27:38,810 --> 00:27:42,130 type of environment. Okay, great. 876 00:27:42,440 --> 00:27:43,380 Now we would also like 877 00:27:43,380 --> 00:27:44,450 to hear from the audience, 878 00:27:44,450 --> 00:27:45,580 and so we do have 879 00:27:45,770 --> 00:27:47,670 a small poll question. So 880 00:27:47,670 --> 00:27:49,800 Josh could we push the 881 00:27:49,800 --> 00:27:51,090 poll question to our audience, 882 00:27:51,090 --> 00:27:54,660 please? Absolutely. They should see to on their 883 00:27:54,660 --> 00:27:56,760 screen now. There we go. 884 00:27:56,990 --> 00:27:57,920 So the question is, what 885 00:27:57,920 --> 00:27:59,650 percentage of your agents are 886 00:27:59,650 --> 00:28:00,870 working from home now? So is 887 00:28:00,870 --> 00:28:03,610 it like almost none to 888 00:28:04,400 --> 00:28:07,000 somewhere like 25%. Is between 889 00:28:07,000 --> 00:28:09,430 25 and 50. Is it the majority 890 00:28:09,430 --> 00:28:10,170 of them all the way, 891 00:28:10,260 --> 00:28:12,430 maybe around 85%, or is it all 892 00:28:12,450 --> 00:28:13,460 of them. We're really interested 893 00:28:13,460 --> 00:28:15,550 to hearing from you. And 894 00:28:15,550 --> 00:28:16,460 while we wait for our 895 00:28:16,460 --> 00:28:18,180 audience to answer the poll, 896 00:28:18,570 --> 00:28:21,260 Sheila, maybe this is really a 897 00:28:21,260 --> 00:28:22,810 global audience. And so I 898 00:28:22,810 --> 00:28:23,590 don't know about you, but 899 00:28:23,590 --> 00:28:25,060 my expectation would be that we're going to 900 00:28:25,060 --> 00:28:26,570 see a mix maybe in 901 00:28:26,570 --> 00:28:27,590 the responses, but what's your 902 00:28:27,590 --> 00:28:29,750 take on this, given the 903 00:28:29,750 --> 00:28:33,100 global context of this. So 904 00:28:33,100 --> 00:28:34,160 to your point, I think 905 00:28:34,160 --> 00:28:36,540 in some industries we'll also 906 00:28:36,540 --> 00:28:38,180 going to see differences, right? 907 00:28:38,620 --> 00:28:40,010 The industries that are represented 908 00:28:40,010 --> 00:28:42,570 by our customers here were 909 00:28:42,640 --> 00:28:44,360 so important that they needed 910 00:28:44,360 --> 00:28:45,630 to get as many agents 911 00:28:45,630 --> 00:28:47,730 as they could capable to 912 00:28:47,730 --> 00:28:49,170 work from home. I think 913 00:28:49,170 --> 00:28:51,010 in some businesses, if the 914 00:28:51,010 --> 00:28:53,080 business had to shut down, 915 00:28:53,880 --> 00:28:55,750 let's say a clothing store, 916 00:28:55,970 --> 00:28:58,890 right. That might have a 917 00:28:58,890 --> 00:29:00,960 lot of agents taking orders, 918 00:29:01,080 --> 00:29:02,380 but didn't need to do 919 00:29:02,380 --> 00:29:03,840 customer service the same way 920 00:29:03,840 --> 00:29:05,590 with the stores closed. So 921 00:29:05,590 --> 00:29:07,690 I think we're going to see a proportion of 922 00:29:07,690 --> 00:29:10,320 the people responding saying only 923 00:29:10,320 --> 00:29:12,040 zero to 25% because we 924 00:29:12,040 --> 00:29:13,850 have a skeleton kind of 925 00:29:13,850 --> 00:29:15,070 a staff. But we're going 926 00:29:15,190 --> 00:29:16,910 to see some like Colin 927 00:29:16,910 --> 00:29:19,090 and Paul's companies where everybody 928 00:29:19,200 --> 00:29:20,580 is home. But if I 929 00:29:20,580 --> 00:29:21,930 had to say which one 930 00:29:21,930 --> 00:29:22,420 I think is going to 931 00:29:22,420 --> 00:29:24,830 have the highest percentage, I 932 00:29:24,830 --> 00:29:25,930 think it's going to be 933 00:29:25,930 --> 00:29:28,010 the 50% to 85% that 934 00:29:28,010 --> 00:29:29,420 most of the people have 935 00:29:29,420 --> 00:29:30,250 sent most of their agents 936 00:29:30,350 --> 00:29:31,940 home. Let's see if I'm 937 00:29:31,940 --> 00:29:33,590 right. That's kind of what 938 00:29:33,590 --> 00:29:35,160 I was thinking too. But so 939 00:29:35,160 --> 00:29:35,970 Josh, can we see the 940 00:29:35,970 --> 00:29:37,240 results maybe to see if 941 00:29:38,900 --> 00:29:40,730 we're right. Oh, look at 942 00:29:40,730 --> 00:29:42,920 that. It's very close, but 943 00:29:42,920 --> 00:29:45,140 in all of them is 944 00:29:45,850 --> 00:29:48,900 very high, which is a 945 00:29:48,900 --> 00:29:52,910 little bit surprising. Well, great. 946 00:29:52,910 --> 00:29:54,900 Thank you everybody for participating 947 00:29:54,900 --> 00:29:55,990 on this. So let's just 948 00:29:55,990 --> 00:30:04,360 stay on... And maybe talk 949 00:30:04,360 --> 00:30:05,520 a little about, obviously everybody 950 00:30:05,520 --> 00:30:07,250 knows that they embrace it in the circumstances 951 00:30:07,390 --> 00:30:08,090 of this pandemic, as I 952 00:30:08,090 --> 00:30:10,190 said at the beginning, but how 953 00:30:10,190 --> 00:30:12,730 did eFinancial apply or really 954 00:30:12,730 --> 00:30:15,090 adapt the business continually plan 955 00:30:15,090 --> 00:30:16,710 to respond to this crisis? 956 00:30:18,050 --> 00:30:20,860 Yeah, so eFinancial like most 957 00:30:20,860 --> 00:30:22,130 businesses, we had a business 958 00:30:22,130 --> 00:30:24,080 continuity plan in place. But it 959 00:30:24,280 --> 00:30:25,440 was focused on our individual 960 00:30:25,440 --> 00:30:27,380 offices. As I mentioned before, 961 00:30:27,380 --> 00:30:28,350 we have call centers in 962 00:30:28,350 --> 00:30:29,900 three different States. So our 963 00:30:29,900 --> 00:30:31,470 plans were more focused on 964 00:30:31,470 --> 00:30:32,810 how to respond if one 965 00:30:32,810 --> 00:30:33,850 of those opposites had to 966 00:30:33,850 --> 00:30:35,350 close for a snow storm 967 00:30:35,350 --> 00:30:36,290 or a power outage or 968 00:30:36,290 --> 00:30:38,430 natural disaster. Or what happens 969 00:30:38,430 --> 00:30:39,130 at one of our data 970 00:30:39,130 --> 00:30:40,850 center goes down. I'll be 971 00:30:40,850 --> 00:30:42,380 honest a full- scale work 972 00:30:42,380 --> 00:30:43,680 from home across all of 973 00:30:43,680 --> 00:30:45,140 our locations was never really 974 00:30:45,140 --> 00:30:47,730 part of the plan. Fortunately, 975 00:30:47,760 --> 00:30:49,050 we were already underway with 976 00:30:49,050 --> 00:30:50,570 a migration from pure connect 977 00:30:50,570 --> 00:30:52,450 on premises to Genesys cloud. And that was a 978 00:30:53,160 --> 00:30:54,370 strategic decision that we made 979 00:30:54,380 --> 00:30:56,130 last year to increase uptime 980 00:30:56,130 --> 00:30:57,260 and allow us to scale 981 00:30:57,260 --> 00:30:59,010 as a company. But we 982 00:30:59,010 --> 00:31:00,300 have that plan launch for 983 00:31:00,300 --> 00:31:02,360 April 30th to begin a 984 00:31:02,360 --> 00:31:03,950 phased approach versus a cut 985 00:31:03,950 --> 00:31:06,630 over launch. This was sped 986 00:31:06,630 --> 00:31:08,440 up due to COVID. And 987 00:31:08,440 --> 00:31:09,380 we actually had about three 988 00:31:09,380 --> 00:31:10,900 weeks to prepare and do a 989 00:31:10,900 --> 00:31:12,480 full cut order for 100% 990 00:31:12,500 --> 00:31:13,770 for a sales and operation 991 00:31:13,770 --> 00:31:17,720 staff. Which thankfully was largely 992 00:31:17,720 --> 00:31:19,760 successful. As far as business 993 00:31:19,760 --> 00:31:21,330 continuity, we now have passports 994 00:31:21,330 --> 00:31:22,260 in place and we're going 995 00:31:22,260 --> 00:31:23,690 to revisit that plan and we're going 996 00:31:24,020 --> 00:31:25,570 to update it to reflect 997 00:31:25,570 --> 00:31:27,700 the new remote workforce capabilities 998 00:31:27,700 --> 00:31:28,900 that we've discovered with Genesys 999 00:31:28,900 --> 00:31:32,450 cloud. Right. So that takes 1000 00:31:32,450 --> 00:31:34,510 me back to the point 1001 00:31:34,510 --> 00:31:36,820 that Sheila was making initially 1002 00:31:36,820 --> 00:31:38,360 on the war room or 1003 00:31:38,360 --> 00:31:40,560 the task force. So, Sheila, 1004 00:31:40,570 --> 00:31:41,430 can you elaborate a little 1005 00:31:41,430 --> 00:31:42,610 bit more on what you've 1006 00:31:42,610 --> 00:31:44,110 seen from companies like eFinancial 1007 00:31:45,540 --> 00:31:46,840 that has actually implemented a war 1008 00:31:46,840 --> 00:31:48,920 room work task force versus 1009 00:31:48,920 --> 00:31:50,130 others that maybe have delayed 1010 00:31:50,130 --> 00:31:52,870 those decisions. How has that impacted 1011 00:31:52,870 --> 00:31:54,110 their ability to respond or 1012 00:31:54,110 --> 00:31:55,730 be effective in terms of customer 1013 00:31:55,790 --> 00:31:57,320 support or customer experience in 1014 00:31:57,320 --> 00:32:04,530 your view? Sheila I think 1015 00:32:05,010 --> 00:32:05,890 you may be on mute 1016 00:32:05,890 --> 00:32:07,610 because I can't hear you, 1017 00:32:07,650 --> 00:32:10,920 just making sure it's not 1018 00:32:10,920 --> 00:32:13,800 just me. Thank you very 1019 00:32:13,800 --> 00:32:15,670 much, Barbara. It takes a 1020 00:32:15,670 --> 00:32:19,550 village. I would argue with 1021 00:32:19,550 --> 00:32:21,980 that smaller firms, smaller than 1022 00:32:21,980 --> 00:32:24,400 eFinancials, smaller than Mr Price 1023 00:32:25,340 --> 00:32:27,560 with tens of employees, instead 1024 00:32:27,560 --> 00:32:29,580 of hundreds of employees would 1025 00:32:29,610 --> 00:32:32,130 similarly benefit from a war 1026 00:32:32,130 --> 00:32:34,810 room approach. I've seen smaller 1027 00:32:34,810 --> 00:32:36,750 firms that are bringing together 1028 00:32:36,750 --> 00:32:39,660 senior management to make decisions 1029 00:32:39,660 --> 00:32:40,740 that are going to impact 1030 00:32:41,160 --> 00:32:44,220 every employee, every customer, and 1031 00:32:44,220 --> 00:32:45,890 often without the benefit of 1032 00:32:45,890 --> 00:32:47,700 that voice of the customer 1033 00:32:48,000 --> 00:32:49,270 that we hear that we 1034 00:32:49,270 --> 00:32:51,530 see coming in through the contact 1035 00:32:52,000 --> 00:32:53,400 center. So I think the 1036 00:32:53,400 --> 00:32:55,850 CEO's and CFO's of the world 1037 00:32:56,510 --> 00:32:58,030 who are making the final 1038 00:32:58,030 --> 00:33:01,070 decisions, obviously. But as Kraemer, 1039 00:33:01,070 --> 00:33:02,710 the professor at Kellogg pointed 1040 00:33:02,710 --> 00:33:04,280 out, I think the best 1041 00:33:04,280 --> 00:33:05,530 decisions would be made with 1042 00:33:05,530 --> 00:33:07,900 the best information. And sometimes 1043 00:33:07,900 --> 00:33:09,290 we in the contact center 1044 00:33:09,500 --> 00:33:12,180 as the conduit between executive 1045 00:33:12,180 --> 00:33:15,510 management and the customers could 1046 00:33:15,510 --> 00:33:17,070 be a useful part of 1047 00:33:17,350 --> 00:33:18,880 a war room approach, or 1048 00:33:18,880 --> 00:33:21,350 at least a task force 1049 00:33:21,480 --> 00:33:23,440 type approach, as opposed to 1050 00:33:23,440 --> 00:33:25,020 just a bunch of execs 1051 00:33:25,380 --> 00:33:28,260 making their decisions. Yeah. And 1052 00:33:29,540 --> 00:33:30,910 I'll just make this comment 1053 00:33:30,910 --> 00:33:32,750 on the Genesys side. I got 1054 00:33:32,920 --> 00:33:34,590 to say similar to what 1055 00:33:34,800 --> 00:33:36,550 Paul was saying before. Genesys 1056 00:33:36,550 --> 00:33:39,140 implemented very quickly a taskforce 1057 00:33:39,390 --> 00:33:40,540 as well. So that was 1058 00:33:41,300 --> 00:33:42,420 an initiative from our CEO, 1059 00:33:42,420 --> 00:33:44,050 Tony Bates and his leadership 1060 00:33:44,520 --> 00:33:46,410 and with constant communication and 1061 00:33:46,430 --> 00:33:48,070 a lot of transparency and 1062 00:33:48,070 --> 00:33:49,280 very quickly shutting down our 1063 00:33:49,280 --> 00:33:50,340 offices and making sure that 1064 00:33:50,340 --> 00:33:51,550 everybody was okay and working 1065 00:33:51,550 --> 00:33:53,470 from home and staying safe. 1066 00:33:53,470 --> 00:33:53,950 And I got to say 1067 00:33:53,950 --> 00:33:55,210 that made a huge difference 1068 00:33:55,220 --> 00:33:56,280 in our preparedness and our 1069 00:33:56,280 --> 00:33:58,440 readiness to not only continue 1070 00:33:58,440 --> 00:33:59,560 our business, but also be 1071 00:33:59,560 --> 00:34:01,510 here for our customers, which is 1072 00:34:01,630 --> 00:34:04,410 really what our mission is. 1073 00:34:04,970 --> 00:34:07,290 So now Colin, let me 1074 00:34:07,290 --> 00:34:08,620 go back to you and this is actually interesting because 1075 00:34:08,620 --> 00:34:11,780 in the briefing that we had with you 1076 00:34:11,780 --> 00:34:13,530 before the webinar, you shared a 1077 00:34:13,530 --> 00:34:14,630 quote that I thought it 1078 00:34:14,780 --> 00:34:16,420 was fascinating. And you said, 1079 00:34:17,070 --> 00:34:18,770 who pushed digital transformation in 1080 00:34:18,770 --> 00:34:20,530 your company. Was is it the CEO, 1081 00:34:20,990 --> 00:34:23,370 the CIO, or COVID- 19? 1082 00:34:23,370 --> 00:34:25,280 And I actually thinks got 1083 00:34:25,280 --> 00:34:27,820 funny, but the companies traditionally 1084 00:34:28,330 --> 00:34:30,980 pursued digital transformation to create 1085 00:34:30,980 --> 00:34:32,550 efficiencies or increase revenue or 1086 00:34:32,550 --> 00:34:34,040 reduce churn, or even to 1087 00:34:34,040 --> 00:34:35,380 penetrate a new market segment 1088 00:34:35,380 --> 00:34:37,570 or establishing a competitive differentiation. 1089 00:34:38,080 --> 00:34:39,500 But now in this new 1090 00:34:39,500 --> 00:34:41,570 normal that we're living is 1091 00:34:41,570 --> 00:34:43,950 business continually an additional critical 1092 00:34:43,950 --> 00:34:45,530 driver for digital transformation in 1093 00:34:45,530 --> 00:34:49,340 your opinion? Yes, absolutely. And 1094 00:34:49,490 --> 00:34:50,530 I'm so glad that Sheila 1095 00:34:50,530 --> 00:34:51,930 actually mentioned the voice of 1096 00:34:51,930 --> 00:34:53,090 the customer, because I think 1097 00:34:53,090 --> 00:34:55,550 that the digital transformation journey... 1098 00:34:55,780 --> 00:34:56,800 Look, first and foremost, you need 1099 00:34:56,800 --> 00:34:58,240 to be on one. Otherwise 1100 00:34:58,240 --> 00:34:59,010 you're going to have trouble 1101 00:34:59,050 --> 00:35:00,890 in the short term. But 1102 00:35:00,890 --> 00:35:01,890 it's starting to accelerate the 1103 00:35:01,890 --> 00:35:03,450 different type of conversation because I 1104 00:35:03,450 --> 00:35:05,280 think your roadmap was going 1105 00:35:05,280 --> 00:35:06,660 one direction. But now through 1106 00:35:06,660 --> 00:35:07,760 listening to voice of customer 1107 00:35:07,760 --> 00:35:09,720 and necessity you will be 1108 00:35:09,720 --> 00:35:11,460 changing that. So we'll be looking a 1109 00:35:11,460 --> 00:35:13,330 lot more at stuff like 1110 00:35:13,400 --> 00:35:15,940 customer self- help stuff like 1111 00:35:15,940 --> 00:35:17,150 where your Genesys platform can 1112 00:35:17,150 --> 00:35:18,560 bring all communications types into 1113 00:35:18,560 --> 00:35:19,810 one space where we can 1114 00:35:19,810 --> 00:35:20,630 actually make sense of that 1115 00:35:20,630 --> 00:35:22,620 data and actually start delivering 1116 00:35:22,620 --> 00:35:23,860 on what customers want. Because 1117 00:35:23,860 --> 00:35:25,190 I think if you had 1118 00:35:25,190 --> 00:35:26,120 a tough market that you're 1119 00:35:26,120 --> 00:35:27,880 in before, it's going to get even tougher 1120 00:35:27,880 --> 00:35:28,920 now, as people feel this 1121 00:35:28,920 --> 00:35:31,040 economic push. So yes, absolutely 1122 00:35:31,290 --> 00:35:32,130 it will accelerate. But I 1123 00:35:32,130 --> 00:35:33,290 think that if we clever 1124 00:35:33,430 --> 00:35:34,300 and we manage that data 1125 00:35:34,300 --> 00:35:36,330 properly, we'll be accelerating the 1126 00:35:36,330 --> 00:35:37,470 right things in the digital 1127 00:35:37,500 --> 00:35:40,950 space. Right. So Sheila I 1128 00:35:41,190 --> 00:35:41,950 wanted to go back to 1129 00:35:41,950 --> 00:35:44,180 that slide that you had 1130 00:35:44,180 --> 00:35:46,070 with a study that talks 1131 00:35:46,070 --> 00:35:48,370 about... You highlighted digital transformation 1132 00:35:48,370 --> 00:35:49,170 as one of the top 1133 00:35:49,500 --> 00:35:51,690 technology priorities for CX, but 1134 00:35:51,720 --> 00:35:53,980 also and I like how you 1135 00:35:53,980 --> 00:35:57,280 highlighted personalization of services and 1136 00:35:57,280 --> 00:35:58,970 cloud solutions. So do you 1137 00:35:58,970 --> 00:36:00,410 see a critical connection between 1138 00:36:00,410 --> 00:36:02,090 the cloud, as an enabler 1139 00:36:02,090 --> 00:36:03,780 to provide agility and flexibility 1140 00:36:04,070 --> 00:36:05,240 for companies to implement new 1141 00:36:05,380 --> 00:36:07,500 digital channels and deliver personalized 1142 00:36:07,500 --> 00:36:10,960 experiences? So it's interesting just 1143 00:36:10,960 --> 00:36:13,220 today and probably later today, 1144 00:36:13,540 --> 00:36:14,600 a new article that I 1145 00:36:14,600 --> 00:36:15,800 wrote for No Jitter is 1146 00:36:15,800 --> 00:36:17,530 going to post, and it's 1147 00:36:17,570 --> 00:36:21,040 called Google Contact Center AI 1148 00:36:21,710 --> 00:36:24,230 Tackles the Unemployment Problem in 1149 00:36:24,230 --> 00:36:26,490 the United States. So here 1150 00:36:26,490 --> 00:36:28,840 in the United States, state 1151 00:36:28,990 --> 00:36:30,710 websites have been going down 1152 00:36:30,710 --> 00:36:31,970 because of so much traffic. 1153 00:36:32,850 --> 00:36:35,520 State contact centers are blocking 1154 00:36:35,520 --> 00:36:36,970 calls because they just don't 1155 00:36:36,970 --> 00:36:39,070 even have enough circuits. Right. 1156 00:36:39,900 --> 00:36:40,670 So one of the things 1157 00:36:40,670 --> 00:36:42,840 that Google working with some 1158 00:36:42,840 --> 00:36:44,340 of their partners like Genesys 1159 00:36:44,710 --> 00:36:46,120 has been doing is helping 1160 00:36:46,120 --> 00:36:49,490 the States bring on some 1161 00:36:49,490 --> 00:36:52,300 early box onto the websites. 1162 00:36:52,640 --> 00:36:55,040 Okay. So the websites are 1163 00:36:55,040 --> 00:36:56,880 clearly cloud driven because the 1164 00:36:56,880 --> 00:36:58,370 web is based on the internet. 1165 00:36:59,290 --> 00:37:00,810 And for these States and 1166 00:37:00,810 --> 00:37:03,240 it includes Illinois, New York 1167 00:37:03,350 --> 00:37:05,300 and Oklahoma. They've been able 1168 00:37:05,300 --> 00:37:09,270 to quickly get box up 1169 00:37:09,270 --> 00:37:10,300 and running on the website 1170 00:37:10,950 --> 00:37:12,480 to try to deflect some 1171 00:37:12,480 --> 00:37:14,130 of the simple questions so 1172 00:37:14,130 --> 00:37:15,780 that the more difficult questions 1173 00:37:15,780 --> 00:37:17,160 can go to the agents 1174 00:37:17,410 --> 00:37:19,040 and the agents aren't overwhelmed 1175 00:37:20,750 --> 00:37:21,890 with simple questions that could 1176 00:37:21,890 --> 00:37:23,190 be answered in other ways. 1177 00:37:23,930 --> 00:37:24,740 But one of the points 1178 00:37:24,740 --> 00:37:26,440 that was made by Antony 1179 00:37:26,440 --> 00:37:28,170 Passemard, from Google when he 1180 00:37:28,170 --> 00:37:29,990 and I spoke was that 1181 00:37:30,980 --> 00:37:32,690 initially they could do web 1182 00:37:32,690 --> 00:37:34,500 because some of these contact 1183 00:37:34,500 --> 00:37:35,860 centers in the States are 1184 00:37:35,860 --> 00:37:37,850 not cloud- based, right. And 1185 00:37:37,850 --> 00:37:39,640 so it's not easy to 1186 00:37:39,640 --> 00:37:42,100 connect what's happening on the 1187 00:37:42,100 --> 00:37:45,150 web to an agent. So 1188 00:37:45,150 --> 00:37:46,480 what if somebody is in 1189 00:37:46,480 --> 00:37:48,040 that bot and needs to 1190 00:37:48,040 --> 00:37:49,590 connect to a voice agent? 1191 00:37:49,920 --> 00:37:51,130 Well, in the short term, 1192 00:37:51,340 --> 00:37:52,630 they're not necessarily able to 1193 00:37:52,630 --> 00:37:54,410 do that, right. And the short 1194 00:37:54,410 --> 00:37:56,310 term, they're only able to 1195 00:37:56,310 --> 00:37:57,290 do the web based and 1196 00:37:57,290 --> 00:38:00,560 then say call. But imagine 1197 00:38:00,560 --> 00:38:02,160 a company that had already 1198 00:38:02,160 --> 00:38:03,630 moved to the cloud, right. 1199 00:38:03,840 --> 00:38:04,760 They would be able to 1200 00:38:04,760 --> 00:38:07,530 make that connection between artificial 1201 00:38:07,530 --> 00:38:10,390 intelligence bots and voice connections 1202 00:38:10,580 --> 00:38:12,920 much more easily. So there's 1203 00:38:12,920 --> 00:38:14,990 this notion that we need 1204 00:38:14,990 --> 00:38:17,130 more digital services. Some of 1205 00:38:17,130 --> 00:38:20,380 those we can supply, even 1206 00:38:20,380 --> 00:38:22,080 if the contact center is not 1207 00:38:22,150 --> 00:38:23,840 in the cloud yet, but 1208 00:38:23,840 --> 00:38:25,370 the vision should be to 1209 00:38:27,080 --> 00:38:27,790 the point that was made 1210 00:38:27,790 --> 00:38:28,970 earlier by Paul and Colin. 1211 00:38:29,540 --> 00:38:30,390 How do we get these 1212 00:38:30,390 --> 00:38:32,220 all working together? And the 1213 00:38:32,220 --> 00:38:33,420 way to do that is 1214 00:38:33,420 --> 00:38:34,080 for them all to be 1215 00:38:34,080 --> 00:38:35,110 in the cloud and able 1216 00:38:35,230 --> 00:38:37,930 share information and data on 1217 00:38:37,930 --> 00:38:40,880 a cloud basis. That is 1218 00:38:40,880 --> 00:38:41,970 such a great point. It 1219 00:38:41,970 --> 00:38:43,020 was just yesterday I was 1220 00:38:43,020 --> 00:38:44,210 having a conversation with one 1221 00:38:44,210 --> 00:38:45,950 of my colleagues in business 1222 00:38:45,950 --> 00:38:47,790 consulting, and we were talking 1223 00:38:47,790 --> 00:38:49,670 about how we may have 1224 00:38:49,670 --> 00:38:52,570 a preconceived perception that, but 1225 00:38:53,060 --> 00:38:54,930 go against empathy. But in 1226 00:38:55,340 --> 00:38:56,230 the context of what we're 1227 00:38:56,230 --> 00:38:57,930 living today as a consumer, 1228 00:38:58,210 --> 00:38:59,370 you want an answer, right? 1229 00:38:59,370 --> 00:39:01,500 So perhaps the most empathetic 1230 00:39:01,500 --> 00:39:03,260 way to really be there 1231 00:39:03,260 --> 00:39:04,650 for your customers could be 1232 00:39:04,690 --> 00:39:06,290 through a bot that it's 1233 00:39:06,290 --> 00:39:07,780 actually providing you the answer 1234 00:39:07,780 --> 00:39:08,750 that you're looking for, and you don't 1235 00:39:08,750 --> 00:39:09,880 need to wait for an agent to be 1236 00:39:09,880 --> 00:39:12,040 available. Right. And so to your 1237 00:39:12,040 --> 00:39:13,390 point, the cloud is actually 1238 00:39:13,390 --> 00:39:15,550 what's enabling the agility that 1239 00:39:15,550 --> 00:39:16,920 companies may have to work 1240 00:39:16,920 --> 00:39:19,080 with Google. And us or 1241 00:39:19,090 --> 00:39:20,250 others, but just to make 1242 00:39:20,250 --> 00:39:21,400 sure that you have that 1243 00:39:21,400 --> 00:39:23,190 ability to quickly adapt the 1244 00:39:23,190 --> 00:39:25,140 bot to whatever the priorities are 1245 00:39:25,140 --> 00:39:26,860 for your customer. So I 1246 00:39:26,860 --> 00:39:30,830 think that that is so fantastic. Now Paul, 1247 00:39:31,150 --> 00:39:32,080 I would like to now 1248 00:39:32,080 --> 00:39:33,970 switch gears back to the 1249 00:39:33,970 --> 00:39:35,400 impact on the workforce, right? 1250 00:39:35,400 --> 00:39:36,500 It is very important that we 1251 00:39:36,500 --> 00:39:38,260 talk about since we're talking about empathy 1252 00:39:38,560 --> 00:39:40,870 that we talk about our employees. So 1253 00:39:40,870 --> 00:39:42,590 the question for you has 1254 00:39:42,590 --> 00:39:43,930 this crisis and the fact 1255 00:39:43,930 --> 00:39:45,830 that your agents are working 1256 00:39:45,830 --> 00:39:47,240 from home, have been working 1257 00:39:47,240 --> 00:39:47,990 from home now for a 1258 00:39:47,990 --> 00:39:50,680 while. Has that affected the 1259 00:39:50,680 --> 00:39:52,160 productivity in your contact centers? 1260 00:39:54,280 --> 00:39:55,580 Well, anytime that you have 1261 00:39:55,580 --> 00:39:57,150 an accelerated launch of a 1262 00:39:57,150 --> 00:39:59,420 major new technology platform, you're 1263 00:39:59,420 --> 00:40:00,880 going to experience some bumps. 1264 00:40:01,800 --> 00:40:03,320 Initially our biggest issue was 1265 00:40:03,320 --> 00:40:05,010 the database issue. All our 1266 00:40:05,010 --> 00:40:06,570 operational reporting was built around 1267 00:40:06,570 --> 00:40:08,070 the on premise system. So 1268 00:40:08,070 --> 00:40:09,040 when the cut over happened 1269 00:40:09,040 --> 00:40:10,550 that produced some data blindness 1270 00:40:10,550 --> 00:40:11,500 that we had to work 1271 00:40:11,500 --> 00:40:13,520 very quickly to resolve. Now, 1272 00:40:13,520 --> 00:40:15,540 from a production standpoint, we 1273 00:40:15,700 --> 00:40:17,050 initially saw about a seven 1274 00:40:17,050 --> 00:40:18,700 day period in which production 1275 00:40:18,700 --> 00:40:20,270 levels were soft as agents 1276 00:40:20,270 --> 00:40:21,760 adjusted to the new platform 1277 00:40:21,760 --> 00:40:24,070 and working environment. However, we 1278 00:40:24,070 --> 00:40:26,360 rebounded very well. One thing 1279 00:40:26,360 --> 00:40:28,140 we noticed was greater availability 1280 00:40:28,140 --> 00:40:29,610 of agents working from home and 1281 00:40:29,840 --> 00:40:31,250 no commute. And if anyone's 1282 00:40:31,250 --> 00:40:32,440 familiar with the Seattle area 1283 00:40:32,440 --> 00:40:34,390 or the 405 that community 1284 00:40:34,590 --> 00:40:35,650 means at least an hour 1285 00:40:35,650 --> 00:40:37,420 or two each way. It 1286 00:40:37,420 --> 00:40:39,260 also meant ease of breaks, 1287 00:40:39,260 --> 00:40:40,970 the ability to be constantly 1288 00:40:40,970 --> 00:40:42,250 engaged. So we are actually 1289 00:40:42,250 --> 00:40:43,820 seeing the number of hours 1290 00:40:43,820 --> 00:40:46,300 agents spend on cue increase 1291 00:40:46,440 --> 00:40:47,300 compared to what we saw 1292 00:40:47,300 --> 00:40:49,240 in the office. So this increased 1293 00:40:49,680 --> 00:40:51,200 availability coupled with the heightened 1294 00:40:51,200 --> 00:40:53,390 demand for life insurance as 1295 00:40:53,390 --> 00:40:55,170 well as our unique position 1296 00:40:55,170 --> 00:40:56,420 in the market means that 1297 00:40:56,770 --> 00:40:58,210 April's actually turned into one of 1298 00:40:58,210 --> 00:40:59,530 our strongest sales months in 1299 00:40:59,530 --> 00:41:04,910 recent history. Wow. We've heard 1300 00:41:04,910 --> 00:41:06,770 that from multiple organizations, that 1301 00:41:07,120 --> 00:41:09,570 productivity is actually just going 1302 00:41:09,570 --> 00:41:10,970 up consistently. And I was 1303 00:41:11,080 --> 00:41:11,470 just going to say, it's 1304 00:41:11,470 --> 00:41:14,040 funny that you said the 405 and the commute 1305 00:41:14,040 --> 00:41:15,430 because I'm in the 305, which 1306 00:41:15,430 --> 00:41:17,830 is Miami. And I would like to 1307 00:41:17,830 --> 00:41:18,750 say to the community out 1308 00:41:18,850 --> 00:41:19,670 here, down here in Miami 1309 00:41:19,670 --> 00:41:20,920 is probably a lot worse, 1310 00:41:20,920 --> 00:41:22,030 although right now it's been 1311 00:41:22,470 --> 00:41:24,610 pretty good. But now let 1312 00:41:24,610 --> 00:41:25,640 me ask you on the 1313 00:41:25,640 --> 00:41:27,500 flip side though. Sheila talked 1314 00:41:27,500 --> 00:41:29,490 about the strategies that organizations 1315 00:41:29,490 --> 00:41:31,270 are taking to optimize the 1316 00:41:31,270 --> 00:41:33,830 workplace environment in the current situation and 1317 00:41:33,830 --> 00:41:35,840 into the future. And she 1318 00:41:35,840 --> 00:41:37,510 also highlighted some things that 1319 00:41:37,510 --> 00:41:38,990 are really, really critical right 1320 00:41:38,990 --> 00:41:40,610 now. Things like mental and 1321 00:41:40,960 --> 00:41:43,770 physical health, activity programs. So 1322 00:41:43,770 --> 00:41:45,140 what's the impact that your 1323 00:41:45,140 --> 00:41:46,110 company has seen in your 1324 00:41:46,110 --> 00:41:48,150 employees from that perspective, particularly 1325 00:41:48,150 --> 00:41:49,910 agents, obviously agents and supervisors 1326 00:41:50,310 --> 00:41:52,030 in terms of wellness and what are some of the 1327 00:41:52,030 --> 00:41:54,500 actions that your organization is taking 1328 00:41:54,500 --> 00:41:56,580 or is considering in terms 1329 00:41:56,580 --> 00:42:00,740 of wellness? I really appreciate 1330 00:42:00,740 --> 00:42:01,850 Sheila speaking about that and 1331 00:42:01,850 --> 00:42:03,230 bringing it up because I 1332 00:42:03,230 --> 00:42:04,160 see this as a valid 1333 00:42:04,160 --> 00:42:06,580 concern. I was discussing with 1334 00:42:06,580 --> 00:42:07,520 some of my colleagues at 1335 00:42:07,520 --> 00:42:08,710 other companies just the other 1336 00:42:08,710 --> 00:42:10,500 day. And as a whole, 1337 00:42:10,700 --> 00:42:12,200 we are seeing increases in 1338 00:42:12,200 --> 00:42:14,040 potential burnout and depression due 1339 00:42:14,040 --> 00:42:15,450 to this blurred line between 1340 00:42:15,450 --> 00:42:17,900 work and home. So as 1341 00:42:17,900 --> 00:42:19,470 a leadership team at eFinancial, 1342 00:42:19,920 --> 00:42:21,050 we're getting ahead of this, 1343 00:42:21,340 --> 00:42:22,470 both our CEO and our 1344 00:42:22,470 --> 00:42:24,070 president have touched on this 1345 00:42:24,070 --> 00:42:25,450 in their company wide messaging. 1346 00:42:25,800 --> 00:42:26,930 And we're talking with our 1347 00:42:26,930 --> 00:42:28,110 managers to ensure that they're 1348 00:42:28,110 --> 00:42:29,140 looking out for the signs 1349 00:42:29,140 --> 00:42:31,230 of stress that's present or 1350 00:42:31,230 --> 00:42:32,320 could be present in their 1351 00:42:32,600 --> 00:42:34,740 employees. eFinancial is also a 1352 00:42:34,740 --> 00:42:36,210 really big believer in promoting 1353 00:42:36,400 --> 00:42:37,950 company culture and making a 1354 00:42:37,950 --> 00:42:39,480 positive work environment. And we 1355 00:42:39,480 --> 00:42:41,520 decided that working from is not going to 1356 00:42:41,520 --> 00:42:43,170 change that. Just last week 1357 00:42:43,170 --> 00:42:44,600 our eFly squad, that's our 1358 00:42:44,600 --> 00:42:46,050 culture team. They put together 1359 00:42:46,050 --> 00:42:47,330 a company wide scavenger hunt 1360 00:42:47,370 --> 00:42:49,100 designed to increase employee face 1361 00:42:49,100 --> 00:42:51,120 to face communication over in one environment. 1362 00:42:51,150 --> 00:42:53,290 And that was very successful 1363 00:42:53,290 --> 00:42:56,400 as well. Yeah. Sheila anything 1364 00:42:56,640 --> 00:42:57,930 that you would like to add on that topic? 1365 00:42:57,930 --> 00:42:58,750 I know that you're very 1366 00:42:58,750 --> 00:42:59,810 passionate about this and you 1367 00:42:59,810 --> 00:43:00,470 brought it up for a 1368 00:43:00,470 --> 00:43:02,410 reason, so any additional thoughts 1369 00:43:02,410 --> 00:43:04,880 on that? Yeah, the one 1370 00:43:04,920 --> 00:43:06,270 additional thing that I think 1371 00:43:06,270 --> 00:43:07,970 is important for agents in 1372 00:43:07,970 --> 00:43:09,640 this situation, and it also helps 1373 00:43:09,640 --> 00:43:12,140 customers is to re- look 1374 00:43:12,140 --> 00:43:14,450 at the empowerment of agents, 1375 00:43:14,850 --> 00:43:16,430 and what they're enabled to 1376 00:43:16,430 --> 00:43:18,300 do. So when you're sitting 1377 00:43:18,300 --> 00:43:19,770 in an office, you can 1378 00:43:19,770 --> 00:43:21,420 go to a supervisor, you 1379 00:43:21,420 --> 00:43:22,660 can put a call on 1380 00:43:22,660 --> 00:43:23,640 hold and try and get 1381 00:43:23,640 --> 00:43:25,860 a supervisor. It's not as 1382 00:43:25,860 --> 00:43:27,010 easy to do that when 1383 00:43:27,010 --> 00:43:28,830 you're working from home. So 1384 00:43:29,010 --> 00:43:31,980 if there are levels like 1385 00:43:31,980 --> 00:43:35,620 in a financial situation where 1386 00:43:35,930 --> 00:43:37,120 agents are empowered to go 1387 00:43:37,120 --> 00:43:37,960 to a certain level and 1388 00:43:37,960 --> 00:43:39,650 not beyond, maybe this is 1389 00:43:39,650 --> 00:43:40,900 a time to re- look 1390 00:43:40,900 --> 00:43:42,840 at those levels. If there 1391 00:43:42,840 --> 00:43:45,880 are the types of refunds 1392 00:43:46,100 --> 00:43:49,120 that are possible we may 1393 00:43:49,120 --> 00:43:49,970 want to re- look at 1394 00:43:49,970 --> 00:43:51,410 the level that an agent 1395 00:43:51,410 --> 00:43:53,330 is empowered to do that 1396 00:43:53,560 --> 00:43:55,660 because our customers are looking 1397 00:43:55,660 --> 00:43:58,010 for more empathy. Our agents 1398 00:43:58,010 --> 00:44:00,410 don't have the physical support 1399 00:44:00,410 --> 00:44:01,340 they've had in the past. 1400 00:44:01,430 --> 00:44:03,270 And I think it's another area where 1401 00:44:03,370 --> 00:44:05,310 we can make things smoother 1402 00:44:05,530 --> 00:44:07,130 by re- looking at our 1403 00:44:07,230 --> 00:44:11,210 guidelines. Yeah. Now, since we're 1404 00:44:11,210 --> 00:44:13,270 on this topic and thinking 1405 00:44:13,270 --> 00:44:15,250 also about the new normal 1406 00:44:15,290 --> 00:44:17,920 and what are the next 1407 00:44:17,920 --> 00:44:20,310 steps, what's next. Paul let 1408 00:44:20,310 --> 00:44:21,130 me just go back to 1409 00:44:21,130 --> 00:44:22,300 your first on this one. 1410 00:44:23,630 --> 00:44:24,970 So I know that you and 1411 00:44:25,270 --> 00:44:26,560 your organization are working on 1412 00:44:26,560 --> 00:44:28,300 a back to work plan. 1413 00:44:28,620 --> 00:44:29,530 Would you share with us 1414 00:44:29,590 --> 00:44:31,350 what that looks like? And 1415 00:44:31,350 --> 00:44:32,230 I also understand that you 1416 00:44:32,230 --> 00:44:33,660 were even considering implementing a 1417 00:44:33,660 --> 00:44:35,790 permanent working from home program 1418 00:44:35,790 --> 00:44:36,910 for some of your agents. If this 1419 00:44:37,530 --> 00:44:39,000 is correct would you share 1420 00:44:39,000 --> 00:44:39,610 a little bit more with 1421 00:44:39,610 --> 00:44:41,970 us on that? This is 1422 00:44:41,970 --> 00:44:44,370 correct. We are happily in 1423 00:44:44,370 --> 00:44:45,580 the process of creating our 1424 00:44:45,580 --> 00:44:46,820 back to work plans. That's 1425 00:44:47,010 --> 00:44:48,530 an exciting period for us 1426 00:44:48,530 --> 00:44:50,210 right now, and we're exploring 1427 00:44:50,210 --> 00:44:51,400 a lot of different options 1428 00:44:51,400 --> 00:44:52,530 such as what's it look 1429 00:44:52,530 --> 00:44:54,120 like to have full or half 1430 00:44:54,120 --> 00:44:57,730 remote offers? What about flexible hours 1431 00:44:58,010 --> 00:44:59,530 depending on role and tenure? 1432 00:44:59,970 --> 00:45:01,180 One silver lining to this 1433 00:45:01,180 --> 00:45:02,630 crisis is that we've learned 1434 00:45:02,630 --> 00:45:04,480 that offering greater flexibility won't 1435 00:45:04,480 --> 00:45:06,620 necessarily detract from our productivity. 1436 00:45:07,040 --> 00:45:08,250 And this can, and probably 1437 00:45:08,250 --> 00:45:09,300 will become a factor in 1438 00:45:09,300 --> 00:45:11,510 our recruiting efforts nationwide. It 1439 00:45:11,510 --> 00:45:12,610 allows us to become more 1440 00:45:12,610 --> 00:45:14,970 geographically agnostic for our agents, 1441 00:45:14,970 --> 00:45:16,330 for our operations staff, for 1442 00:45:16,330 --> 00:45:18,240 everybody, because we now know 1443 00:45:18,240 --> 00:45:19,350 that we have the capability to work 1444 00:45:19,900 --> 00:45:23,020 and produce from home. That's 1445 00:45:23,020 --> 00:45:24,660 a great point. And I think, like I said, 1446 00:45:24,660 --> 00:45:26,630 we're seeing this across the board, so 1447 00:45:26,630 --> 00:45:27,820 I would totally agree that 1448 00:45:27,970 --> 00:45:29,240 this is something that, to 1449 00:45:29,240 --> 00:45:30,360 your point that we thought 1450 00:45:30,360 --> 00:45:32,340 the productivity could be affected, 1451 00:45:32,340 --> 00:45:34,000 but reality is that it 1452 00:45:34,380 --> 00:45:36,570 is the opposite. Now Colin, 1453 00:45:37,190 --> 00:45:38,120 I wanted to also go 1454 00:45:38,120 --> 00:45:39,800 back to the perspective of 1455 00:45:39,800 --> 00:45:40,980 the business per se, right? 1456 00:45:40,980 --> 00:45:42,330 So you're in the retail 1457 00:45:42,330 --> 00:45:44,010 industry and we know that 1458 00:45:44,010 --> 00:45:46,140 eCommerce before this whole thing 1459 00:45:46,140 --> 00:45:47,690 happened eCommerce was already in 1460 00:45:47,690 --> 00:45:50,330 the path forward for the 1461 00:45:50,330 --> 00:45:51,520 retail industry. Right? And it's 1462 00:45:51,520 --> 00:45:52,620 rapidly increasing. And I think 1463 00:45:52,800 --> 00:45:54,600 that obviously this is across 1464 00:45:54,610 --> 00:45:56,130 the globe. But in this new 1465 00:45:56,130 --> 00:45:59,230 normal from your perspective, is 1466 00:45:59,230 --> 00:46:03,710 eCommerce becoming essential? What are 1467 00:46:03,710 --> 00:46:04,850 the key elements that will 1468 00:46:04,850 --> 00:46:06,720 be absolutely critical in succeeding 1469 00:46:06,720 --> 00:46:08,100 and even surviving in the 1470 00:46:08,100 --> 00:46:11,620 eCommerce world? Yeah, absolutely. I 1471 00:46:11,620 --> 00:46:13,430 think that eCommerce has been 1472 00:46:13,430 --> 00:46:14,410 around for quite some time, 1473 00:46:14,410 --> 00:46:15,570 but in the new normal, 1474 00:46:15,570 --> 00:46:16,390 you're going to have a 1475 00:46:16,390 --> 00:46:17,510 new normal of eCommerce as 1476 00:46:17,510 --> 00:46:19,060 well. You're going to have 1477 00:46:19,060 --> 00:46:19,870 to be stepping up your 1478 00:46:19,870 --> 00:46:20,750 service levels. You're going to 1479 00:46:20,750 --> 00:46:21,980 be having to step up 1480 00:46:21,980 --> 00:46:23,090 your context. And I think 1481 00:46:23,090 --> 00:46:23,900 we keep coming back to 1482 00:46:23,900 --> 00:46:26,920 this the consumer who's going 1483 00:46:26,920 --> 00:46:27,960 to be a scarce commodity 1484 00:46:27,960 --> 00:46:29,420 because of the economic climate. 1485 00:46:29,830 --> 00:46:30,940 And they're going to want you to 1486 00:46:30,940 --> 00:46:32,260 have context, and then we're going to want you 1487 00:46:32,260 --> 00:46:33,470 to understand who they are and what 1488 00:46:33,470 --> 00:46:34,560 they need to do or where 1489 00:46:35,390 --> 00:46:36,210 they need to be. So 1490 00:46:36,640 --> 00:46:38,580 we will be accelerating conversations 1491 00:46:38,580 --> 00:46:40,190 with Genesys around things like 1492 00:46:40,200 --> 00:46:43,280 Altocloud. And funny that we 1493 00:46:43,280 --> 00:46:44,160 were talking about bot as 1494 00:46:44,160 --> 00:46:45,230 well. So just making sure 1495 00:46:45,230 --> 00:46:46,610 that a bot is not 1496 00:46:46,610 --> 00:46:47,770 just about call deflection, but 1497 00:46:47,770 --> 00:46:49,350 it's also about being able 1498 00:46:49,350 --> 00:46:50,270 to give context to an 1499 00:46:50,270 --> 00:46:51,380 agents as to what the 1500 00:46:51,380 --> 00:46:52,770 customer journey is from an 1501 00:46:52,770 --> 00:46:55,130 eCommerce perspective. And then I 1502 00:46:55,130 --> 00:46:56,530 think more from the brick 1503 00:46:56,530 --> 00:46:58,530 and mortar perspective especially being 1504 00:46:58,530 --> 00:47:00,610 in fashion, retail, eCommerce and 1505 00:47:00,610 --> 00:47:02,650 the click and collect scenario, 1506 00:47:02,650 --> 00:47:04,480 especially with fashion. People will 1507 00:47:04,480 --> 00:47:05,330 want to come back and 1508 00:47:05,610 --> 00:47:06,720 come into store to collect, 1509 00:47:07,130 --> 00:47:08,620 to try on garments and 1510 00:47:08,620 --> 00:47:09,210 to have a touch and 1511 00:47:09,210 --> 00:47:12,110 feel of these things. So the 1512 00:47:12,110 --> 00:47:13,530 last mile of the eCommerce journey 1513 00:47:13,650 --> 00:47:14,700 is also quite important to 1514 00:47:14,700 --> 00:47:16,300 us where potentially there'll be 1515 00:47:16,300 --> 00:47:17,900 paying in store. Maybe they 1516 00:47:17,900 --> 00:47:18,850 don't want to be parting 1517 00:47:18,850 --> 00:47:20,430 away with cash anymore. They 1518 00:47:20,430 --> 00:47:22,240 might want to contact as payment methods 1519 00:47:22,480 --> 00:47:23,470 such as Apple Pay or 1520 00:47:23,520 --> 00:47:25,310 Samsung Pay or QR codes. 1521 00:47:25,940 --> 00:47:27,340 So the entire ecosystem around 1522 00:47:27,340 --> 00:47:29,330 eCommerce is going to shift, 1523 00:47:29,330 --> 00:47:30,870 but I do think that the fundamental 1524 00:47:30,870 --> 00:47:32,740 thread will be using things 1525 00:47:32,740 --> 00:47:34,300 like Altocloud to give you customer 1526 00:47:34,300 --> 00:47:35,410 context and help you drive 1527 00:47:35,410 --> 00:47:40,030 their sales numbers. Right. I 1528 00:47:40,030 --> 00:47:44,620 think what this tells us is that again, Sheila made this comment 1529 00:47:44,620 --> 00:47:46,340 at the very beginning. The new 1530 00:47:46,340 --> 00:47:48,240 normal based on what the 1531 00:47:48,240 --> 00:47:49,340 experience that we're going through 1532 00:47:49,340 --> 00:47:50,630 right now, as challenging as 1533 00:47:50,630 --> 00:47:51,670 it is, is also making us see things 1534 00:47:52,390 --> 00:47:53,450 in a very different way. 1535 00:47:53,450 --> 00:47:55,400 So, Sheila, I'm going to ask 1536 00:47:55,400 --> 00:47:56,730 you the million dollar question, 1537 00:47:56,950 --> 00:47:59,670 right. How will contact centers 1538 00:47:59,780 --> 00:48:01,760 become more essential in this 1539 00:48:02,010 --> 00:48:03,830 new normal from your perspective? 1540 00:48:05,200 --> 00:48:07,620 So if you would bring 1541 00:48:07,620 --> 00:48:10,810 up my last slide. No, 1542 00:48:11,220 --> 00:48:12,480 we'll bring that up in 1543 00:48:12,480 --> 00:48:14,280 a second. Nevermind. Okay. So 1544 00:48:14,280 --> 00:48:15,370 new normal, what does it 1545 00:48:15,370 --> 00:48:16,640 look like? And I'd like 1546 00:48:16,640 --> 00:48:17,660 to talk about it from 1547 00:48:17,660 --> 00:48:19,460 two perspectives. Let's first talk about 1548 00:48:19,670 --> 00:48:21,540 the agent perspective and Colin 1549 00:48:21,540 --> 00:48:23,380 and Paul have already started 1550 00:48:23,480 --> 00:48:25,660 talking about this. But I 1551 00:48:25,660 --> 00:48:27,560 think it goes even further 1552 00:48:27,560 --> 00:48:28,370 than we're going to be 1553 00:48:28,370 --> 00:48:29,860 able to have more work 1554 00:48:29,860 --> 00:48:31,280 from home agents because we 1555 00:48:31,390 --> 00:48:33,260 proved the case now, right? 1556 00:48:33,550 --> 00:48:34,970 The technology has always been there 1557 00:48:34,970 --> 00:48:36,430 to do it, but there's been 1558 00:48:36,450 --> 00:48:38,700 some reticence on the part 1559 00:48:38,700 --> 00:48:40,920 of companies sometimes. I think 1560 00:48:40,920 --> 00:48:42,370 it also now begins to 1561 00:48:42,370 --> 00:48:45,440 impact our hiring guidelines in 1562 00:48:45,440 --> 00:48:47,260 a positive way. So one 1563 00:48:47,260 --> 00:48:48,040 of the things we'll look 1564 00:48:48,040 --> 00:48:50,040 for is someone who does 1565 00:48:50,040 --> 00:48:51,410 have an environment at home 1566 00:48:51,550 --> 00:48:52,830 that will allow them to 1567 00:48:52,830 --> 00:48:55,670 work from home. We also 1568 00:48:55,670 --> 00:48:57,110 want to be able to 1569 00:48:57,750 --> 00:49:00,060 now give much more flexible 1570 00:49:00,060 --> 00:49:01,630 schedules than perhaps we were 1571 00:49:01,630 --> 00:49:02,810 able to offer in the 1572 00:49:02,810 --> 00:49:04,270 past. So it could be 1573 00:49:04,270 --> 00:49:05,430 that somebody wanted to work 1574 00:49:05,430 --> 00:49:07,140 for you, but they couldn't 1575 00:49:07,140 --> 00:49:09,160 work 9: 00 to 5: 1576 00:49:09,160 --> 00:49:11,610 00 or the 2:00 to 10: 00 1577 00:49:11,610 --> 00:49:13,480 shifts that you wanted. And 1578 00:49:13,480 --> 00:49:14,830 now if you enable that 1579 00:49:14,830 --> 00:49:15,820 as a work from home, 1580 00:49:15,960 --> 00:49:17,860 suddenly it opens up the 1581 00:49:17,860 --> 00:49:19,500 possibilities to a workforce that 1582 00:49:19,500 --> 00:49:20,370 may not have been able 1583 00:49:20,370 --> 00:49:21,150 to work with you in 1584 00:49:21,150 --> 00:49:22,760 the past. Right? So I 1585 00:49:22,760 --> 00:49:24,890 think this is a very positive 1586 00:49:24,890 --> 00:49:27,500 changes for agents and for 1587 00:49:27,620 --> 00:49:30,410 retention of workforce and finding 1588 00:49:30,440 --> 00:49:32,260 new talent that come out 1589 00:49:32,300 --> 00:49:34,100 of this and that become 1590 00:49:34,260 --> 00:49:37,330 the new normal. And then 1591 00:49:37,900 --> 00:49:40,200 Colin and Paul both mentioned 1592 00:49:40,200 --> 00:49:43,050 this and artificial intelligence I 1593 00:49:43,050 --> 00:49:45,600 think comes out of this 1594 00:49:45,600 --> 00:49:48,100 initial pandemic smelling like a 1595 00:49:48,100 --> 00:49:49,390 rose. Let's put it that 1596 00:49:49,450 --> 00:49:51,460 way. If we could say 1597 00:49:51,460 --> 00:49:58,470 that invention that... I've lost 1598 00:49:58,470 --> 00:49:59,810 my train of thought. Invention or 1599 00:49:59,810 --> 00:50:03,590 whatever. I think we're going 1600 00:50:03,590 --> 00:50:06,530 to have more innovation come 1601 00:50:06,530 --> 00:50:09,810 forward into our general everyday 1602 00:50:09,880 --> 00:50:12,740 operations, much more quickly than 1603 00:50:12,740 --> 00:50:13,870 we thought that we would 1604 00:50:13,870 --> 00:50:16,140 have. And I think the 1605 00:50:16,140 --> 00:50:18,700 reason is that think about 1606 00:50:18,700 --> 00:50:21,560 those States that are suddenly 1607 00:50:21,560 --> 00:50:22,690 using a bot on their 1608 00:50:22,690 --> 00:50:24,330 website. And if you would 1609 00:50:24,350 --> 00:50:25,570 ask them three months ago 1610 00:50:25,570 --> 00:50:27,810 about using artificial intelligence, they 1611 00:50:27,810 --> 00:50:28,520 would have looked at you 1612 00:50:28,520 --> 00:50:30,010 like you were crazy, but 1613 00:50:30,010 --> 00:50:31,300 they needed to do it 1614 00:50:31,830 --> 00:50:34,150 to necessity. It's not just 1615 00:50:34,150 --> 00:50:35,440 the mother of invention. It's 1616 00:50:35,440 --> 00:50:37,190 the mother of innovation. That 1617 00:50:37,190 --> 00:50:37,980 was the phrase that I 1618 00:50:37,980 --> 00:50:40,750 wanted to use. Right. I 1619 00:50:40,750 --> 00:50:42,180 think what we're finding here 1620 00:50:42,180 --> 00:50:43,930 is that companies are looking 1621 00:50:43,930 --> 00:50:45,240 back at some of those 1622 00:50:45,240 --> 00:50:47,990 artificial intelligence solutions and products 1623 00:50:48,320 --> 00:50:50,220 like was discussed here. Well, 1624 00:50:50,220 --> 00:50:52,220 we thought about Altocloud, but 1625 00:50:52,860 --> 00:50:54,440 this wasn't the time or 1626 00:50:54,440 --> 00:50:56,500 it wasn't the highest priority. 1627 00:50:56,900 --> 00:50:58,070 And suddenly we say, wait 1628 00:50:58,070 --> 00:50:59,440 a minute, in this new 1629 00:50:59,440 --> 00:51:01,270 normal things that were out 1630 00:51:01,270 --> 00:51:02,720 there are now going to 1631 00:51:02,720 --> 00:51:04,910 become part of everyday life. 1632 00:51:05,630 --> 00:51:06,530 So I think those two 1633 00:51:06,530 --> 00:51:08,250 things from a technology point 1634 00:51:08,250 --> 00:51:09,650 of view, I think artificial 1635 00:51:09,650 --> 00:51:11,860 intelligence is going to see a 1636 00:51:11,860 --> 00:51:14,210 bump in adoption. We're going 1637 00:51:14,300 --> 00:51:15,540 to see that move from 1638 00:51:15,730 --> 00:51:18,060 proof of concept to roll 1639 00:51:18,060 --> 00:51:20,630 out happen much more quickly 1640 00:51:20,740 --> 00:51:22,530 than we would've expected three 1641 00:51:22,530 --> 00:51:23,900 months ago. And I think 1642 00:51:23,900 --> 00:51:25,070 we have an opportunity to 1643 00:51:25,070 --> 00:51:27,450 revisit how we hire, how 1644 00:51:27,450 --> 00:51:29,600 we train, and the kind 1645 00:51:29,600 --> 00:51:31,490 of shifts we offer with 1646 00:51:31,490 --> 00:51:34,140 that kind of agent workforce 1647 00:51:34,140 --> 00:51:36,090 flexibility that agents have been looking 1648 00:51:36,090 --> 00:51:37,440 for. I think we're closer 1649 00:51:37,440 --> 00:51:40,900 now to understanding that notion 1650 00:51:40,900 --> 00:51:43,020 of a gig agent, we 1651 00:51:43,020 --> 00:51:44,380 can supply that inside our 1652 00:51:44,380 --> 00:51:45,940 contact center. And we didn't 1653 00:51:45,940 --> 00:51:48,550 realize that we could. Yeah, 1654 00:51:49,030 --> 00:51:50,350 I love that AI is 1655 00:51:50,350 --> 00:51:51,210 going to be smelling like 1656 00:51:51,210 --> 00:51:52,290 a rose, I think that 1657 00:51:52,290 --> 00:51:54,560 that's a quote that has been for the 1658 00:51:54,560 --> 00:51:56,680 posterity. But just a quick 1659 00:51:56,850 --> 00:51:58,610 clarification for those in the audience that 1660 00:51:58,690 --> 00:51:59,370 may not be familiar with Altocloud. That's 1661 00:52:00,080 --> 00:52:02,060 a pretty good engagement solution 1662 00:52:02,060 --> 00:52:03,610 that we have at Genesys really 1663 00:52:03,610 --> 00:52:04,760 allows you to understand the 1664 00:52:04,760 --> 00:52:06,190 intent of the customer. And then 1665 00:52:07,110 --> 00:52:08,700 determine what's the right resource 1666 00:52:09,640 --> 00:52:10,900 to serve that need at 1667 00:52:10,900 --> 00:52:12,700 that point. Which again speaks 1668 00:52:12,700 --> 00:52:15,300 about how artificial intelligence can 1669 00:52:15,300 --> 00:52:17,500 truly be part of our 1670 00:52:17,500 --> 00:52:19,340 empathy in terms of the customer 1671 00:52:19,340 --> 00:52:22,580 experience strategy. Now, coming to 1672 00:52:23,200 --> 00:52:24,080 the time and so I 1673 00:52:24,080 --> 00:52:25,550 would like to maybe starting 1674 00:52:25,550 --> 00:52:27,510 with Paul and Colin. Each 1675 00:52:27,510 --> 00:52:30,530 of you would please share 1676 00:52:31,110 --> 00:52:33,410 given all this situation, what's 1677 00:52:33,410 --> 00:52:35,410 the biggest lesson learned during 1678 00:52:35,410 --> 00:52:37,240 this unprecedented time? Paul, I'll 1679 00:52:37,240 --> 00:52:41,560 start with you. Sure. I 1680 00:52:41,560 --> 00:52:43,130 guess this current crisis has 1681 00:52:43,130 --> 00:52:45,770 really reinforced my existing belief 1682 00:52:45,770 --> 00:52:46,910 in the importance of cloud 1683 00:52:46,910 --> 00:52:49,710 services and distributed platforms. Had 1684 00:52:49,710 --> 00:52:51,060 we not made that strategic 1685 00:52:51,060 --> 00:52:52,080 decision to move to the 1686 00:52:52,080 --> 00:52:53,620 cloud when we did the 1687 00:52:53,620 --> 00:52:54,830 outcome right now will look 1688 00:52:54,850 --> 00:52:56,350 very different for eFinancial as 1689 00:52:56,350 --> 00:52:58,380 a company. As Sheila discussed, 1690 00:52:58,380 --> 00:52:59,220 I think that we're going 1691 00:52:59,220 --> 00:53:02,090 to see increased prioritization in 1692 00:53:02,090 --> 00:53:04,210 cloud computing and cloud services 1693 00:53:04,210 --> 00:53:05,570 post- COVID. So that would probably be 1694 00:53:05,570 --> 00:53:08,670 my biggest takeaway. Thank you Paul. Colin your biggest lesson learned? 1695 00:53:12,900 --> 00:53:14,430 Yeah, I absolutely agree with 1696 00:53:14,430 --> 00:53:15,230 Paul. I think we've been 1697 00:53:15,230 --> 00:53:16,130 talking about a route to 1698 00:53:16,130 --> 00:53:17,170 cloud for quite some time, 1699 00:53:17,360 --> 00:53:18,480 and I think a lot 1700 00:53:18,480 --> 00:53:20,840 of companies and the CEO's 1701 00:53:20,840 --> 00:53:22,440 will be accelerating those discussions. 1702 00:53:22,440 --> 00:53:24,380 But I think the biggest 1703 00:53:24,400 --> 00:53:26,090 learning so far is make 1704 00:53:26,090 --> 00:53:26,750 sure that you've got the 1705 00:53:26,750 --> 00:53:28,990 tools to communicate as effectively 1706 00:53:28,990 --> 00:53:30,430 as you can, both with your 1707 00:53:30,430 --> 00:53:31,590 customers, but also with your 1708 00:53:31,590 --> 00:53:34,290 employees. It's just so critical 1709 00:53:34,290 --> 00:53:35,170 at this time that people 1710 00:53:35,170 --> 00:53:36,750 know that you're there. They 1711 00:53:36,750 --> 00:53:37,480 can reach out on the 1712 00:53:37,480 --> 00:53:39,610 channel of their choice and 1713 00:53:39,610 --> 00:53:42,050 make sure that that communication is frictionless 1714 00:53:42,050 --> 00:53:43,960 and their processes frictionless. So 1715 00:53:43,960 --> 00:53:45,520 definitely looking to, again, bringing 1716 00:53:45,520 --> 00:53:47,260 those communication mechanisms into one 1717 00:53:47,570 --> 00:53:48,720 spot and then making sure that 1718 00:53:48,720 --> 00:53:50,050 you've got the flexibility of 1719 00:53:50,050 --> 00:53:52,240 things like cloud payments to 1720 00:53:52,240 --> 00:53:54,220 really engage and capitalize on 1721 00:53:54,580 --> 00:53:55,710 some of these opportunities that 1722 00:53:56,070 --> 00:53:57,090 this type of pandemic can 1723 00:53:57,090 --> 00:54:01,020 present. Thank you Colin. And 1724 00:54:01,020 --> 00:54:02,130 Sheila going to you. Would 1725 00:54:02,130 --> 00:54:03,340 you share your final thoughts 1726 00:54:03,340 --> 00:54:04,660 on the new normal and 1727 00:54:04,660 --> 00:54:08,670 redefining business continually? And now 1728 00:54:08,670 --> 00:54:09,540 you can bring up my 1729 00:54:09,540 --> 00:54:11,600 final slide Barbara if you 1730 00:54:11,600 --> 00:54:15,280 would. Thank you. So this 1731 00:54:15,280 --> 00:54:17,490 slide is a picture of 1732 00:54:17,490 --> 00:54:18,810 Andy Jassy, who is the 1733 00:54:18,810 --> 00:54:21,900 CEO of AWS. And it 1734 00:54:21,900 --> 00:54:24,570 was the notes there are 1735 00:54:24,570 --> 00:54:26,770 taken from his keynote speech 1736 00:54:27,050 --> 00:54:29,160 at The Reinvent Conference in 1737 00:54:29,160 --> 00:54:31,040 November. And so he's a 1738 00:54:31,040 --> 00:54:33,600 pretty prescient guy. He has 1739 00:54:33,600 --> 00:54:34,410 a notion of where the 1740 00:54:34,410 --> 00:54:35,860 world is going and even 1741 00:54:35,860 --> 00:54:37,700 not knowing that there was 1742 00:54:37,760 --> 00:54:40,180 a pandemic coming. He understood 1743 00:54:40,180 --> 00:54:40,880 that the way that the 1744 00:54:40,880 --> 00:54:42,000 world was going, maybe it's 1745 00:54:42,000 --> 00:54:43,500 going to go there more 1746 00:54:43,500 --> 00:54:45,340 quickly now, but what he 1747 00:54:45,340 --> 00:54:46,920 said and really rang true 1748 00:54:46,920 --> 00:54:49,380 for me was companies today, 1749 00:54:49,940 --> 00:54:51,120 or either born in the 1750 00:54:51,120 --> 00:54:55,930 cloud, companies like Netflix and 1751 00:54:56,270 --> 00:55:00,660 Airbnb and Uber. Or they 1752 00:55:00,660 --> 00:55:02,480 need to be reborn in 1753 00:55:02,480 --> 00:55:03,850 the cloud. And if we 1754 00:55:03,850 --> 00:55:06,250 think about eFinance if we think about 1755 00:55:06,560 --> 00:55:09,500 Mr Price, they are re- 1756 00:55:09,500 --> 00:55:11,610 building their businesses in the 1757 00:55:11,610 --> 00:55:13,620 cloud. They're taking their contact 1758 00:55:13,620 --> 00:55:15,370 center agents and moving them 1759 00:55:15,370 --> 00:55:17,440 to cloud based solutions. They're 1760 00:55:17,440 --> 00:55:19,960 thinking about digital kinds of 1761 00:55:19,960 --> 00:55:21,670 interactions and making those available 1762 00:55:21,670 --> 00:55:23,330 to their customers. Because in order 1763 00:55:23,330 --> 00:55:25,430 to compete with those born 1764 00:55:25,430 --> 00:55:26,890 in the cloud companies, they 1765 00:55:26,890 --> 00:55:29,640 have to rebuild themselves in 1766 00:55:29,640 --> 00:55:32,100 the cloud. Another thing that 1767 00:55:32,100 --> 00:55:33,110 Andy said that I think 1768 00:55:33,330 --> 00:55:35,030 is also so relevant and 1769 00:55:35,030 --> 00:55:37,620 really rang true, knowing what 1770 00:55:37,620 --> 00:55:39,410 Genesys is now doing is 1771 00:55:39,410 --> 00:55:41,410 the notion that a multi- cloud 1772 00:55:41,690 --> 00:55:43,830 is a legitimate conversation. So 1773 00:55:43,830 --> 00:55:45,090 what does that mean? So 1774 00:55:45,090 --> 00:55:46,760 Andy clearly is in charge 1775 00:55:46,760 --> 00:55:48,500 of the public cloud that 1776 00:55:48,500 --> 00:55:49,750 Genesys cloud is built on 1777 00:55:50,350 --> 00:55:53,070 AWS, but not every company 1778 00:55:53,070 --> 00:55:55,600 and every business is necessarily 1779 00:55:55,600 --> 00:55:57,080 going to want all of 1780 00:55:57,080 --> 00:55:58,540 their computing coming out of 1781 00:55:58,980 --> 00:56:00,440 AWS. There are others who are going to 1782 00:56:00,840 --> 00:56:03,070 want choices from Microsoft Azure 1783 00:56:03,690 --> 00:56:05,210 or choices of their own 1784 00:56:05,230 --> 00:56:09,220 IBM cloud or other clouds. 1785 00:56:09,480 --> 00:56:10,760 And so Genesys is now 1786 00:56:10,760 --> 00:56:12,670 working and the team that 1787 00:56:12,670 --> 00:56:14,790 Barry O'Sullivan heads on how 1788 00:56:14,790 --> 00:56:17,460 do we make the best 1789 00:56:17,460 --> 00:56:19,460 of Genesys available, the best 1790 00:56:19,460 --> 00:56:21,950 innovation of Genesys cloud available 1791 00:56:21,950 --> 00:56:24,250 in a multi- cloud scenario 1792 00:56:24,450 --> 00:56:26,080 for those customers. And so, 1793 00:56:26,320 --> 00:56:27,340 to me, it was very 1794 00:56:27,760 --> 00:56:31,590 refreshing to hear, Jassy say, 1795 00:56:31,590 --> 00:56:33,910 I recognize that. I think 1796 00:56:33,910 --> 00:56:34,740 I'll still be a big 1797 00:56:34,740 --> 00:56:36,310 part of the world. I 1798 00:56:36,310 --> 00:56:37,240 still think a lot of 1799 00:56:37,240 --> 00:56:38,340 customers are going to want 1800 00:56:38,340 --> 00:56:40,330 to use my services, but 1801 00:56:40,330 --> 00:56:41,770 I'm going to build bridges 1802 00:56:41,930 --> 00:56:43,370 to those other public clouds. 1803 00:56:44,460 --> 00:56:46,460 And then finally he made 1804 00:56:46,460 --> 00:56:48,330 a very strong statement that 1805 00:56:48,520 --> 00:56:52,570 data is the new currency 1806 00:56:52,920 --> 00:56:55,320 of business. And I think 1807 00:56:55,600 --> 00:56:57,100 the conversations that we had 1808 00:56:57,100 --> 00:57:01,930 today around personalization, about empowering 1809 00:57:01,930 --> 00:57:04,210 agents is all about getting 1810 00:57:04,210 --> 00:57:06,550 the right data to agents 1811 00:57:06,890 --> 00:57:08,590 and having that data to 1812 00:57:08,590 --> 00:57:11,240 be able to process that 1813 00:57:11,240 --> 00:57:12,920 data and make the decisions 1814 00:57:12,920 --> 00:57:15,110 about it available to agents 1815 00:57:15,170 --> 00:57:17,410 like predictive engagement can do 1816 00:57:17,590 --> 00:57:19,760 and help the agent understand 1817 00:57:20,200 --> 00:57:21,320 the best way to serve 1818 00:57:21,320 --> 00:57:24,330 a customer. That's part of 1819 00:57:24,330 --> 00:57:25,420 this new normal as we 1820 00:57:25,420 --> 00:57:27,350 go forward. So I think 1821 00:57:27,350 --> 00:57:28,160 Jesse was prescient but I 1822 00:57:28,160 --> 00:57:29,870 think the points he made 1823 00:57:29,870 --> 00:57:31,370 are legitimate points as we 1824 00:57:31,370 --> 00:57:33,790 think about that next phase 1825 00:57:34,110 --> 00:57:35,640 of business life, post- COVID. 1826 00:57:37,990 --> 00:57:40,340 Thank you so much. Thank 1827 00:57:40,340 --> 00:57:41,580 you Barbara. Thank you. I 1828 00:57:41,580 --> 00:57:43,020 just want to finish by 1829 00:57:43,020 --> 00:57:45,070 saying, first of all, thank 1830 00:57:45,070 --> 00:57:46,520 you so much, Sheila, Paul, 1831 00:57:46,520 --> 00:57:48,410 Colin For sharing your thoughts 1832 00:57:48,410 --> 00:57:53,170 and just your experience with 1833 00:57:53,170 --> 00:57:54,670 this. With all of us to me 1834 00:57:54,900 --> 00:57:56,850 it was a fantastic conversation. 1835 00:57:56,850 --> 00:57:58,410 I hope that the audience 1836 00:57:58,620 --> 00:58:00,270 feels the same way. We 1837 00:58:00,270 --> 00:58:01,500 definitely are at a time, and I 1838 00:58:01,500 --> 00:58:02,770 don't want to keep our 1839 00:58:02,770 --> 00:58:04,380 audience much longer. I'll leave 1840 00:58:04,380 --> 00:58:05,620 you with just this slide, 1841 00:58:05,620 --> 00:58:06,810 which shows what Genesys is 1842 00:58:06,880 --> 00:58:08,730 doing for our customers and 1843 00:58:08,730 --> 00:58:10,380 non- Genesys customers as well 1844 00:58:10,630 --> 00:58:11,960 in terms of supporting you 1845 00:58:12,000 --> 00:58:14,100 for the handling increased demand, 1846 00:58:14,220 --> 00:58:16,610 and also a transition for 1847 00:58:16,610 --> 00:58:17,520 your agents to work from 1848 00:58:17,520 --> 00:58:19,620 home. This is all in our website. 1849 00:58:19,620 --> 00:58:20,600 You can also reach out 1850 00:58:20,600 --> 00:58:22,040 to your Genesys representative to 1851 00:58:22,040 --> 00:58:24,160 understand better how this program 1852 00:58:24,160 --> 00:58:25,840 works. And I'll hand it 1853 00:58:25,840 --> 00:58:26,970 back to you, Josh, to 1854 00:58:26,970 --> 00:58:27,940 wrap us up. Thank you 1855 00:58:27,940 --> 00:58:32,940 so much. Thanks guys. So 1856 00:58:32,940 --> 00:58:34,680 as she mentioned, unfortunately, we 1857 00:58:34,680 --> 00:58:35,450 are at a time. I 1858 00:58:35,450 --> 00:58:36,350 definitely feel like we could 1859 00:58:36,350 --> 00:58:37,990 have continued this conversation for 1860 00:58:37,990 --> 00:58:40,810 another hour. But as we 1861 00:58:40,810 --> 00:58:42,340 wrap up today, we are 1862 00:58:42,340 --> 00:58:44,360 going to first mention that 1863 00:58:44,360 --> 00:58:45,230 you have a list of 1864 00:58:45,230 --> 00:58:46,670 resources in the resource center 1865 00:58:46,670 --> 00:58:47,870 below your Q& A window. 1866 00:58:47,870 --> 00:58:48,610 Be sure to click on 1867 00:58:48,610 --> 00:58:50,430 those before today's session ends, 1868 00:58:50,430 --> 00:58:51,850 that will give you additional 1869 00:58:51,850 --> 00:58:53,270 information based on the topic 1870 00:58:53,270 --> 00:58:54,540 that we talked about today. 1871 00:58:56,230 --> 00:58:57,970 Also don't forget, you will 1872 00:58:57,970 --> 00:58:59,330 receive an on demand recording 1873 00:58:59,330 --> 00:59:01,160 via email from ON24. So 1874 00:59:01,160 --> 00:59:02,160 if you missed anything during 1875 00:59:02,160 --> 00:59:03,810 the presentation, have any issues, 1876 00:59:03,810 --> 00:59:05,070 you will receive that recording 1877 00:59:05,150 --> 00:59:06,220 within the next few business 1878 00:59:06,220 --> 00:59:07,610 days. And you can actually 1879 00:59:07,610 --> 00:59:08,320 take a look at this 1880 00:59:08,320 --> 00:59:10,270 recording with full playback capabilities. 1881 00:59:12,180 --> 00:59:13,380 So with that on behalf 1882 00:59:13,380 --> 00:59:15,880 of Sheila, Barbara, Colin, and Paul, 1883 00:59:15,950 --> 00:59:16,950 as well as the entire 1884 00:59:16,950 --> 00:59:18,410 Genesys team, we thank you 1885 00:59:18,410 --> 00:59:20,070 again for joining today's webcast, 1886 00:59:20,280 --> 00:59:22,210 The New Normal Redefining Business 1887 00:59:22,210 --> 00:59:24,300 Continuity. Until next time have 1888 00:59:24,300 --> 00:59:25,080 a good one everyone. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING NOW!" cta_button="WATCH NOW" cms_hold="RG" cid_id="7011T000001Id8AQAS"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd - South Africa Paul Bourdeaux Vice President, IT eFinancial CX Heroes 5 habits of successful contact center managers and agents Featuring MyBudget, Australia [cutoff co_thick="2px"][webinarschedulesingle]MyBudget has helped more than 100,000 Australians get on the path to financial success. It can be difficult, emotional work—with counseling services and financial literacy tactics laid bare for the people who are struggling the hardest to make ends meet but still failing. Some clients call almost daily for advice. And the customer service reps on the other end of the line develop close relationships with customers. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Measure customer service/NPS for success Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7010d000001GcGFAA0"] Meet the Speakers Nicole Martin Customer Service Representative MyBudget, Australia Mari Yamaguchi CX Manager Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Everyone talks about customer centricity, but few brands are delivering. Only 12% of customers have witnessed serious improvements to the CX; only 11% believe brand even care. The time has come to start walking the talk. This webinar will help. We’ll look at some key trends for 2020 – personalization, AI, omnichannel, customer analytics, agent empowerment, cloud technology, and more – and reveal how to take the most customer-centric, productive action possible. You’ll build a true culture of customer centricity: one defined by action rather than words. Topics include: What will omnichannel look like in 2020? What content do you need to personalize the experience? Does your contact center environment support customer centricity? [mktoform cms_hold="RG" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001kreVQAQ" url="https://www.genesys.com/campaign/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you" ar_url="https://www.genesys.com/campaign/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you"] Meet the Speakers Randy Carter Product Marketing Director [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Watch this on-demand webinar with Sheila McGee-Smith and Randolph Carter for an animated conversation that breaks down cloud into the three concepts that matter most as we move forward in this accelerating world. You will learn: The key issues around Applications, particularly as relates to both cloud microservices architectures as well as new AI capabilities The challenges relating to Data: standards, systems, and integrations How to plan for next-generation Infrastructure: communications channels, migration tools, and change management [mktoform cms_hold="RG" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you" cid_id="7011T000001krefQAA" ar_url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you"] Meet the Speakers Randy Carter Product Marketing Director Sheila McGee-Smith Founder - McGee-Smith Analytics Webinar Bytes [Webinar Bytes] 5 ways to improve customer service and personalization We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTA3NiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0Q1Nzg1JTI2bW9tZW50SWRzJTNENTU1MSUyNm1vbWVudElkcyUzRDU1NTIlMjZtb21lbnRJZHMlM0Q1NTU1JTI2bW9tZW50SWRzJTNENTU1NiUyNm1vbWVudElkcyUzRDU1NTclMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFHarambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa. In these CX Heroes webinar bytes, you will learn how to establish skills every agent should have, handle difficult customers with finesse, recognize and reward agents, and more. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,140 Neli, could you take a 2 00:00:01,140 --> 00:00:02,280 few minutes and just tell 3 00:00:02,280 --> 00:00:03,220 us a little bit about Harambee 4 00:00:03,830 --> 00:00:04,800 and what you guys all 5 00:00:04,800 --> 00:00:05,860 do there in your wonderful 6 00:00:05,860 --> 00:00:10,840 program? Okay. So Harambee is 7 00:00:10,840 --> 00:00:12,630 a not- for- profit social 8 00:00:12,630 --> 00:00:14,970 organization that aim to solve 9 00:00:14,970 --> 00:00:16,790 the unemployment challenges of South 10 00:00:16,790 --> 00:00:19,220 African youth. We partner with 11 00:00:19,230 --> 00:00:21,850 businesses, government, young people, and 12 00:00:21,850 --> 00:00:23,790 other organization committed to solving 13 00:00:23,790 --> 00:00:26,250 the unemployment epidemic. Our unique system 14 00:00:26,690 --> 00:00:28,940 is unlike traditional employment organization 15 00:00:28,940 --> 00:00:30,420 that you would find anywhere. 16 00:00:30,760 --> 00:00:32,730 We really rely on our 17 00:00:32,730 --> 00:00:34,710 contact center advisors like Thapelo 18 00:00:35,340 --> 00:00:37,580 to ask detailed questions and 19 00:00:37,580 --> 00:00:39,360 have genuine conversation with our 20 00:00:39,360 --> 00:00:40,600 work seekers. So that is 21 00:00:40,600 --> 00:00:43,560 what really makes Harambee different 22 00:00:43,560 --> 00:00:45,780 from other organizations. And my 23 00:00:45,780 --> 00:00:47,770 role, I am a contact 24 00:00:47,770 --> 00:00:48,640 center manager. AppFoundry Webinar Monitoring remote agents for engagement, performance and insights [cutoff co_thick="2px"][webinarschedule]As the impact of COVID-19 continues, businesses struggle to monitor agent performance and well-being, and to ensure productivity of their remote agent employees. Learn how the AI-powered Call Journey voice analytics engine allows you to assess your agents’ “engagement health” in every customer interaction and ensure productivity and quality performance. We are committed to providing you with tools and resources to help you navigate these challenges.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001krP1QAI"] Meet the Speakers Brett Marsh Vice President for Sales - North America Call Journey Demo Webinar [this_page_title] Engage prospects in real-time, at the right time, with call center software powered by AI and machine learning. [cutoff co_thick="2px"][webinarschedulesingle]Boost conversion rates by giving your digital sales and marketing teams real-time insight into website behavior. Streamline the customer experience with advanced automation and improved self-service options. Genesys uses the power of artificial intelligence (AI) and machine learning to: Enable customer self-service for common tasks with online FAQ’s and chatbots Track customer journeys and observe behaviors so agents can engage at the right time Identify when and why prospects leave to reduce abandon rates and optimize successful conversions Increase revenue by offering proactive, targeted discounts to move prospects through to purchase Check out the Genesys Cloud demo to learn how advanced AI tools can help your company optimize customer experience. [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001krLEQAY"] Meet the Speaker Kenny Saalman Associate Strategic Sales Consultant Genesys CX Heroes 5 ways to improve customer service and personalization Featuring Harambee, South Africa [cutoff co_thick="2px"][webinarschedulesingle]Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Get personalization right for your customers Harambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa.[cutoff co_thick="2px"]1 00:00:10,520 --> 00:00:11,590 Thank you for joining us 2 00:00:11,590 --> 00:00:12,870 today for the CX Heroes 3 00:00:12,870 --> 00:00:15,150 webinar series. Today, we're going 4 00:00:15,150 --> 00:00:16,230 to highlight the five ways 5 00:00:16,230 --> 00:00:18,080 to improve customer service and 6 00:00:18,360 --> 00:00:19,660 personalization and how to get 7 00:00:19,660 --> 00:00:22,080 personalization right. Many companies are 8 00:00:22,080 --> 00:00:23,650 getting it wrong and we're 9 00:00:23,650 --> 00:00:24,410 going to go over some 10 00:00:24,410 --> 00:00:26,940 best practices on how to 11 00:00:26,940 --> 00:00:28,350 actually make the customer be 12 00:00:28,350 --> 00:00:29,520 the focus of everything you 13 00:00:29,520 --> 00:00:31,040 do and feel like they're 14 00:00:31,040 --> 00:00:31,990 the only customer in the 15 00:00:31,990 --> 00:00:34,680 world. Today, I am so lucky 16 00:00:35,140 --> 00:00:38,620 to have Neli and Thapelo from 17 00:00:38,620 --> 00:00:40,510 Harambee. Thapelo was recognized as 18 00:00:40,510 --> 00:00:42,250 a CX Hero by Genesys 19 00:00:42,250 --> 00:00:44,230 and joined us on stage 20 00:00:44,230 --> 00:00:46,170 in Amsterdam at G- Summit. 21 00:00:46,560 --> 00:00:47,580 Thank you both so much 22 00:00:47,580 --> 00:00:49,670 for joining us today. Thank 23 00:00:50,230 --> 00:00:53,250 you, Jill for having us. Neli, 24 00:00:53,730 --> 00:00:54,590 could you take a few 25 00:00:54,590 --> 00:00:55,680 minutes and just tell us 26 00:00:55,680 --> 00:00:57,250 a little bit about Harambee and 27 00:00:57,250 --> 00:00:58,210 what you guys all do 28 00:00:58,210 --> 00:00:59,730 there in your wonderful program? 29 00:01:00,700 --> 00:01:04,170 Okay. So Harambee is a 30 00:01:04,170 --> 00:01:06,940 not- for- profit social organization 31 00:01:06,980 --> 00:01:08,300 that aim to solve the 32 00:01:08,300 --> 00:01:10,480 unemployment challenges of South African 33 00:01:10,480 --> 00:01:13,440 youth. We partner with businesses, 34 00:01:13,440 --> 00:01:15,290 government, young people, and other 35 00:01:15,290 --> 00:01:17,160 organization committed to solving the 36 00:01:17,160 --> 00:01:20,030 unemployment epidemic. Our unique system is 37 00:01:20,030 --> 00:01:22,320 unlike traditional employment organization that 38 00:01:22,320 --> 00:01:24,190 you would find anywhere. We 39 00:01:24,190 --> 00:01:26,370 really rely on our contact 40 00:01:26,370 --> 00:01:28,730 center advisors like Thapelo to 41 00:01:28,730 --> 00:01:31,070 ask detailed questions and have 42 00:01:31,070 --> 00:01:32,630 genuine conversation with our work 43 00:01:32,630 --> 00:01:34,080 seekers. So that is what 44 00:01:34,080 --> 00:01:37,020 really makes Harambee different from 45 00:01:37,020 --> 00:01:39,560 other organizations. And my role, 46 00:01:39,630 --> 00:01:41,340 I am a contact center 47 00:01:41,340 --> 00:01:45,210 manager. Great. Thank you both 48 00:01:45,210 --> 00:01:46,530 so much for joining us. 49 00:01:47,440 --> 00:01:48,340 So we're going to jump 50 00:01:48,350 --> 00:01:50,410 right in here into the 51 00:01:51,080 --> 00:01:52,870 presentation, into the webinar, and we're going 52 00:01:53,200 --> 00:01:55,340 to explore some customer service 53 00:01:55,340 --> 00:01:57,860 best practices and what we 54 00:01:57,860 --> 00:01:58,750 think... We wanted to get 55 00:01:58,750 --> 00:02:00,070 your opinion, so we're so 56 00:02:00,070 --> 00:02:01,310 glad that you guys have 57 00:02:01,310 --> 00:02:02,200 joined us because we want 58 00:02:02,200 --> 00:02:03,280 to get your opinion on 59 00:02:03,280 --> 00:02:04,830 how you guys work day 60 00:02:04,830 --> 00:02:06,150 to day and what you 61 00:02:06,150 --> 00:02:07,910 guys think is valuable to 62 00:02:08,240 --> 00:02:09,490 your customers or what you... 63 00:02:09,550 --> 00:02:10,430 You refer to them as 64 00:02:10,430 --> 00:02:12,760 candidates. So the five ways 65 00:02:12,880 --> 00:02:14,380 to improve customer service, the 66 00:02:14,380 --> 00:02:15,170 items that we're going to 67 00:02:15,170 --> 00:02:17,060 cover is establishing skills that 68 00:02:17,060 --> 00:02:19,730 every agent or advisor or 69 00:02:19,730 --> 00:02:22,130 representative should have. How to 70 00:02:22,130 --> 00:02:24,290 handle difficult customers with finesse. 71 00:02:25,140 --> 00:02:26,420 We all get those customers 72 00:02:26,420 --> 00:02:28,900 occasionally who are frustrated or 73 00:02:28,900 --> 00:02:30,410 they're challenged by the systems 74 00:02:30,410 --> 00:02:31,910 or the technology in place. 75 00:02:32,290 --> 00:02:33,010 And so we're just going to 76 00:02:33,010 --> 00:02:33,910 talk a little bit about 77 00:02:33,910 --> 00:02:36,130 that. How to recognize and 78 00:02:36,130 --> 00:02:40,090 reward your agents. As we 79 00:02:40,090 --> 00:02:43,940 know, agent attrition and having 80 00:02:43,940 --> 00:02:45,590 people on the job every 81 00:02:45,590 --> 00:02:47,500 day answering the phones and 82 00:02:47,500 --> 00:02:48,850 connecting with customers can be 83 00:02:48,850 --> 00:02:50,430 a challenge. So we're going 84 00:02:50,430 --> 00:02:51,010 to talk a little bit 85 00:02:51,010 --> 00:02:51,900 about how to recognize and 86 00:02:51,900 --> 00:02:53,190 reward them and about the 87 00:02:53,370 --> 00:02:54,850 CX Heroes program as well. 88 00:02:56,260 --> 00:02:57,700 Also, how to turn customers 89 00:02:57,700 --> 00:03:00,690 into brand advocates. Often when 90 00:03:00,700 --> 00:03:03,220 your customers have great experience 91 00:03:03,220 --> 00:03:04,260 with your brand or your 92 00:03:04,260 --> 00:03:05,930 company, they come back and 93 00:03:05,930 --> 00:03:08,960 they become loyal. And how to get personalization 94 00:03:08,960 --> 00:03:10,130 right for your customers. Again, 95 00:03:10,130 --> 00:03:11,110 how to make your customers 96 00:03:11,110 --> 00:03:12,680 feel special and unique and 97 00:03:12,680 --> 00:03:13,720 like they're the only customer 98 00:03:13,720 --> 00:03:15,640 in the world. Let's get 99 00:03:15,640 --> 00:03:19,750 started. Number one, the best 100 00:03:19,750 --> 00:03:21,820 habits here of establishing skills 101 00:03:21,820 --> 00:03:23,480 that every agent should have. 102 00:03:23,480 --> 00:03:25,140 So Neli, I'm curious what you 103 00:03:25,140 --> 00:03:27,080 feel as a manager. If 104 00:03:27,080 --> 00:03:28,210 you had to pick two 105 00:03:28,210 --> 00:03:29,230 out of this list of 106 00:03:29,240 --> 00:03:30,490 10 which two would you 107 00:03:30,490 --> 00:03:32,300 pick that... And tell me 108 00:03:32,300 --> 00:03:34,050 why that you think those 109 00:03:34,050 --> 00:03:36,950 are valuable for representative? Definitely 110 00:03:37,800 --> 00:03:39,850 listening and being attentive. I 111 00:03:39,850 --> 00:03:41,540 think the reason for me 112 00:03:41,570 --> 00:03:43,310 to really choose those two 113 00:03:43,310 --> 00:03:46,410 is in our space, it's 114 00:03:46,410 --> 00:03:48,710 very important for advisors like 115 00:03:48,710 --> 00:03:50,010 Thapelo to be able to 116 00:03:50,010 --> 00:03:51,340 listen to the candidate on 117 00:03:51,340 --> 00:03:53,110 the other side because what 118 00:03:53,110 --> 00:03:54,970 happens is the conversations that 119 00:03:54,980 --> 00:03:58,350 they have actually leads the 120 00:03:58,430 --> 00:04:00,340 important aspect of the conversation, 121 00:04:00,340 --> 00:04:01,630 how we can best support 122 00:04:01,630 --> 00:04:03,310 them, how we can understand 123 00:04:03,310 --> 00:04:04,510 where they come from because 124 00:04:04,510 --> 00:04:06,340 we use an algorithm to 125 00:04:06,340 --> 00:04:08,190 sort of match them to 126 00:04:08,400 --> 00:04:10,780 opportunities. So if an advisor 127 00:04:10,780 --> 00:04:11,900 is not listening, if the 128 00:04:11,900 --> 00:04:13,420 advisor is not present in 129 00:04:13,420 --> 00:04:15,400 the conversation, then they might 130 00:04:15,650 --> 00:04:17,920 lose that important aspect where 131 00:04:18,430 --> 00:04:20,320 we might lose that touch 132 00:04:20,320 --> 00:04:22,240 with our candidates. So listening, 133 00:04:22,460 --> 00:04:24,090 for us it's very important 134 00:04:24,170 --> 00:04:27,010 in our space. Secondly, attentiveness. 135 00:04:27,010 --> 00:04:28,130 It's really important in such 136 00:04:28,130 --> 00:04:29,040 a way that we kept 137 00:04:29,530 --> 00:04:32,520 information in our system and 138 00:04:32,520 --> 00:04:34,010 therefore one of the important 139 00:04:34,010 --> 00:04:36,020 aspects is really the demographics. 140 00:04:36,830 --> 00:04:38,730 What happens is where you 141 00:04:38,730 --> 00:04:40,500 live is very important because 142 00:04:40,500 --> 00:04:41,530 what we do is when 143 00:04:41,530 --> 00:04:44,040 we met candidates to opportunities, 144 00:04:44,320 --> 00:04:46,230 we'll look at the distance 145 00:04:46,230 --> 00:04:48,390 between where they reside and 146 00:04:48,390 --> 00:04:50,850 where the opportunities are because we try 147 00:04:50,850 --> 00:04:52,130 to make sure that our 148 00:04:52,130 --> 00:04:54,200 candidate, they don't travel and 149 00:04:54,200 --> 00:04:55,840 end up spending so much 150 00:04:55,840 --> 00:04:57,590 money to actually get to 151 00:04:57,590 --> 00:04:59,710 work instead all free, using 152 00:04:59,710 --> 00:05:02,130 that income in terms of 153 00:05:02,200 --> 00:05:04,460 betterment of their lives. So 154 00:05:05,340 --> 00:05:07,400 attention to detail is very 155 00:05:07,660 --> 00:05:08,750 important in our space. And 156 00:05:10,070 --> 00:05:11,560 what I've just alluded to 157 00:05:11,560 --> 00:05:14,020 say the capturing of the 158 00:05:14,020 --> 00:05:15,790 correct information, it's really what 159 00:05:15,790 --> 00:05:16,820 helps us to make sure 160 00:05:16,820 --> 00:05:18,520 that we service the best 161 00:05:18,520 --> 00:05:20,420 service to our candidates, make 162 00:05:20,420 --> 00:05:22,020 sure that we don't have 163 00:05:22,020 --> 00:05:22,950 a lot of drops off 164 00:05:23,680 --> 00:05:24,930 in a sense that if 165 00:05:24,930 --> 00:05:26,470 we place you in a 166 00:05:26,470 --> 00:05:27,730 radius that is like more 167 00:05:28,110 --> 00:05:30,260 than 100 kilometers, so that 168 00:05:30,260 --> 00:05:31,610 means you just work for 169 00:05:31,610 --> 00:05:32,640 a month and the second 170 00:05:32,640 --> 00:05:34,070 month you realize that actually 171 00:05:34,370 --> 00:05:36,330 I'm working for transport. Therefore, 172 00:05:36,330 --> 00:05:37,430 what's the point of me 173 00:05:37,430 --> 00:05:39,470 having this job? So hence, 174 00:05:39,470 --> 00:05:41,120 it's very, very important to 175 00:05:41,120 --> 00:05:43,000 get the right information, capture 176 00:05:43,130 --> 00:05:45,100 the correct information to make 177 00:05:45,100 --> 00:05:46,180 sure when we place them 178 00:05:46,180 --> 00:05:48,130 to these opportunities, they're in 179 00:05:48,130 --> 00:05:49,820 a close proximity to these 180 00:05:49,820 --> 00:05:52,020 demands, making sure that they 181 00:05:52,020 --> 00:05:54,410 spend their income on the 182 00:05:54,410 --> 00:05:56,310 betterment of themselves and their 183 00:05:56,310 --> 00:05:59,920 families. Yeah. It sounds like 184 00:05:59,920 --> 00:06:01,510 listening and paying attention to 185 00:06:01,510 --> 00:06:03,840 the details and understanding your candidate's 186 00:06:04,450 --> 00:06:06,930 story creates a big picture 187 00:06:06,930 --> 00:06:08,890 for you then you're able 188 00:06:08,890 --> 00:06:11,100 to help them, match them 189 00:06:11,100 --> 00:06:12,610 with the right opportunities and 190 00:06:12,610 --> 00:06:14,670 connect with them. I would 191 00:06:14,670 --> 00:06:17,020 assume too that these conversations 192 00:06:17,020 --> 00:06:18,990 take a while. These aren't 193 00:06:18,990 --> 00:06:20,940 quick conversations, but they're long 194 00:06:20,940 --> 00:06:22,350 conversations you have with the 195 00:06:22,350 --> 00:06:25,710 candidate. Absolutely. Our candidate is 196 00:06:25,710 --> 00:06:27,510 not just someone just behind 197 00:06:27,510 --> 00:06:30,210 the phone, our candidate, the 198 00:06:30,210 --> 00:06:31,900 actual people that we can actually 199 00:06:32,160 --> 00:06:33,670 relate to and therefore you 200 00:06:33,670 --> 00:06:35,270 will see that even Thapelo's 201 00:06:35,330 --> 00:06:37,170 call was like 18 minutes 202 00:06:37,170 --> 00:06:38,770 long, so it's not your 203 00:06:38,770 --> 00:06:41,270 typical contact center conversation where 204 00:06:41,270 --> 00:06:43,310 we'll just take the details 205 00:06:43,310 --> 00:06:44,740 and like a hit and 206 00:06:44,740 --> 00:06:46,320 run kind of a conversation. 207 00:06:46,320 --> 00:06:47,280 But in all spaces it's 208 00:06:47,280 --> 00:06:50,220 really about impactful conversations with 209 00:06:50,220 --> 00:06:52,210 our candidates, making sure that 210 00:06:52,300 --> 00:06:53,220 when the end of the 211 00:06:53,220 --> 00:06:54,890 call there's something that they 212 00:06:54,890 --> 00:06:56,640 took from the call, skills 213 00:06:56,640 --> 00:06:57,960 that they can use. Even 214 00:06:57,960 --> 00:06:59,590 if as Harambee, we don't place 215 00:06:59,590 --> 00:07:02,880 them to these opportunities, but 216 00:07:02,880 --> 00:07:04,560 they can use something that 217 00:07:04,560 --> 00:07:08,440 can increase their employability just 218 00:07:08,440 --> 00:07:09,720 for having a conversation with 219 00:07:09,720 --> 00:07:12,410 one of our advisors. Yeah, 220 00:07:12,980 --> 00:07:15,550 absolutely. So Thapelo let's hear 221 00:07:15,550 --> 00:07:16,790 from you and what you 222 00:07:16,790 --> 00:07:19,710 think. What would be your 223 00:07:19,710 --> 00:07:21,310 top two skills that you 224 00:07:21,310 --> 00:07:23,970 think that an advisor should 225 00:07:23,970 --> 00:07:26,680 have? On my side, I 226 00:07:27,110 --> 00:07:28,690 think one of the most important 227 00:07:29,070 --> 00:07:30,170 things that an advisor should 228 00:07:30,170 --> 00:07:37,830 have is product knowledge. I 229 00:07:37,830 --> 00:07:43,180 think if you are in a call center environment, the product is very important. Whatever service or say product that you are providing, 230 00:07:44,400 --> 00:07:47,270 it's basically important thing for 231 00:07:47,270 --> 00:07:48,860 you to make sales or 232 00:07:48,860 --> 00:07:49,940 in order for the customer to 233 00:07:50,330 --> 00:07:51,460 come back. So if as 234 00:07:51,460 --> 00:07:54,160 an agent you understand what 235 00:07:54,160 --> 00:07:56,090 you are selling, you avoid 236 00:07:56,460 --> 00:07:59,520 misleading, you are making mistakes 237 00:07:59,770 --> 00:08:02,310 that might cause industrial espionage 238 00:08:02,740 --> 00:08:05,020 or basically making the candidate 239 00:08:05,020 --> 00:08:08,670 uncertain about the product. I'd 240 00:08:08,670 --> 00:08:11,050 say having knowledge about the 241 00:08:11,050 --> 00:08:15,090 product, but also generated good relationship 242 00:08:15,740 --> 00:08:17,970 between the two parties. It will 243 00:08:18,030 --> 00:08:21,250 basically generate their warmness between 244 00:08:21,700 --> 00:08:22,850 you and me as an 245 00:08:22,850 --> 00:08:23,830 agent and as well as 246 00:08:23,830 --> 00:08:32,130 the candidate based on the fact that I would know everything about the product that I'm selling. In most cases, 247 00:08:35,210 --> 00:08:35,750 most services or most products, 248 00:08:35,750 --> 00:08:35,900 they are mostly unique in 249 00:08:35,900 --> 00:08:39,160 such a sense that if you 250 00:08:42,550 --> 00:08:44,640 use one way that is 251 00:08:45,820 --> 00:08:46,630 not according to the product 252 00:08:46,630 --> 00:08:48,500 itself, it really tends to 253 00:08:48,780 --> 00:08:53,870 be misleading and avoiding that 254 00:08:53,870 --> 00:08:54,240 is very, very important. Let's say 255 00:08:54,240 --> 00:09:00,870 another thing that speaks to 256 00:09:00,920 --> 00:09:07,890 a good quality of a call center agent is to be a voice control or call control for one. If you couldn't handle the candidate's 257 00:09:08,680 --> 00:09:09,720 emotions, if you can mirror 258 00:09:09,720 --> 00:09:12,310 the candidate and understand that 259 00:09:12,310 --> 00:09:16,010 you are the guide, it makes your job very, very easy. 260 00:09:18,140 --> 00:09:19,200 You can take control of setting 261 00:09:19,200 --> 00:09:21,230 questions that you ask and 262 00:09:21,230 --> 00:09:22,920 you would gather more information 263 00:09:22,920 --> 00:09:25,840 based on that. It helps you in controlling your professionality 264 00:09:25,840 --> 00:09:30,200 or your profession basically in 265 00:09:32,640 --> 00:09:34,840 the call as well. That is 266 00:09:35,190 --> 00:09:36,280 so great. That's a great 267 00:09:36,290 --> 00:09:39,500 answer too. I'm really fascinated 268 00:09:39,500 --> 00:09:41,440 by the selection of product 269 00:09:41,440 --> 00:09:42,960 knowledge because you're right, providing 270 00:09:42,960 --> 00:09:44,730 the right information to the 271 00:09:44,730 --> 00:09:47,750 person is critical and knowing 272 00:09:47,750 --> 00:09:48,980 all the details and how 273 00:09:48,980 --> 00:09:50,850 it works. And that kind of goes 274 00:09:50,850 --> 00:09:52,110 I think along with problem 275 00:09:52,110 --> 00:09:53,930 solving too. When people come 276 00:09:55,130 --> 00:09:56,340 to you with a problem 277 00:09:56,960 --> 00:09:58,390 or you're trying to figure 278 00:09:58,390 --> 00:09:59,800 out a solution for them, 279 00:10:00,180 --> 00:10:02,630 understanding that the product information 280 00:10:02,630 --> 00:10:03,360 is a good thing. It 281 00:10:03,360 --> 00:10:05,340 is. I love that you 282 00:10:05,340 --> 00:10:07,530 picked self control to as 283 00:10:08,480 --> 00:10:12,440 an option. I think together... 284 00:10:13,200 --> 00:10:14,120 They say that this whole 285 00:10:14,120 --> 00:10:16,550 list is sort of the 286 00:10:16,550 --> 00:10:18,110 basic skills and you guys 287 00:10:18,110 --> 00:10:19,440 have complemented each other very 288 00:10:19,440 --> 00:10:21,020 well on that list for 289 00:10:21,020 --> 00:10:26,460 sure. Thank you. number two, 290 00:10:26,460 --> 00:10:28,130 when we talk about problem 291 00:10:28,130 --> 00:10:30,730 solving and self control, it's 292 00:10:30,790 --> 00:10:33,600 a good segue, is handling 293 00:10:33,600 --> 00:10:35,710 difficult customers. Do you guys 294 00:10:35,710 --> 00:10:37,670 have challenges with customers calling 295 00:10:37,670 --> 00:10:38,400 in? I know a lot 296 00:10:38,400 --> 00:10:39,930 of call centers and contact 297 00:10:39,930 --> 00:10:42,530 centers sometimes have customers who 298 00:10:42,530 --> 00:10:45,110 are frustrated or upset possibly 299 00:10:45,110 --> 00:10:47,310 with a policy or with 300 00:10:47,360 --> 00:10:48,580 a process or with the 301 00:10:48,580 --> 00:10:50,910 product and they call into 302 00:10:50,910 --> 00:10:53,130 the customer service representative to 303 00:10:53,130 --> 00:10:54,460 help them solve that problem. 304 00:10:54,770 --> 00:10:56,300 Do you guys experience that? 305 00:10:56,300 --> 00:10:58,020 And if you do, Neli, 306 00:10:58,220 --> 00:10:59,670 how do you advise your 307 00:11:00,070 --> 00:11:02,450 advisors to handle those situations? 308 00:11:05,160 --> 00:11:08,550 Firstly, our contact center is an outbound contact center where 309 00:11:08,550 --> 00:11:12,930 we actually call our candidates. Often 310 00:11:12,930 --> 00:11:13,910 than not, we do not 311 00:11:13,910 --> 00:11:17,400 get irate customers because remember 312 00:11:17,720 --> 00:11:18,880 our kind of service is 313 00:11:18,880 --> 00:11:21,770 different where these candidates are actually 314 00:11:22,010 --> 00:11:24,200 waiting, desperately waiting for this 315 00:11:24,720 --> 00:11:26,170 call from Harambee because this 316 00:11:26,170 --> 00:11:27,710 is more their last hope 317 00:11:28,000 --> 00:11:29,840 of actually changing their lives. 318 00:11:30,710 --> 00:11:32,530 However, what also makes it 319 00:11:32,530 --> 00:11:34,180 a bit easier for our advisors, 320 00:11:34,180 --> 00:11:35,860 the fact that themselves, they 321 00:11:35,860 --> 00:11:37,610 were once candidate. So everyone who works in 322 00:11:38,010 --> 00:11:39,980 the contact center was once 323 00:11:39,980 --> 00:11:41,810 a candidate. So those in 324 00:11:41,810 --> 00:11:43,130 the same position as the 325 00:11:43,130 --> 00:11:44,410 people they are talking to on the 326 00:11:44,410 --> 00:11:47,650 phone. Therefore,, when a candidate 327 00:11:47,650 --> 00:11:49,090 on the other line feeling 328 00:11:49,090 --> 00:11:51,960 like they depressed or they lost 329 00:11:51,960 --> 00:11:53,670 hope, they're easily able to 330 00:11:53,670 --> 00:11:55,150 sort of bring them back, 331 00:11:55,220 --> 00:11:56,850 give them hope in a 332 00:11:56,850 --> 00:11:58,170 sense that they can relate 333 00:11:58,220 --> 00:11:59,710 to the situation, they can 334 00:11:59,710 --> 00:12:01,610 relate to their story. Therefore, 335 00:12:01,730 --> 00:12:02,590 it makes it a bit 336 00:12:02,590 --> 00:12:05,700 easier for both parties to actually 337 00:12:05,960 --> 00:12:07,360 make sure that the person 338 00:12:07,360 --> 00:12:09,600 on the other line is 339 00:12:09,600 --> 00:12:11,500 a bit warm and able to give 340 00:12:11,750 --> 00:12:12,750 us the information that we 341 00:12:12,750 --> 00:12:13,880 require to be able to 342 00:12:13,880 --> 00:12:15,650 assist them. But however, the 343 00:12:15,650 --> 00:12:18,170 second layer is yes, not 344 00:12:18,400 --> 00:12:20,040 100% where you get people 345 00:12:20,040 --> 00:12:22,050 who are willing to give 346 00:12:22,050 --> 00:12:24,450 information. And that example is really 347 00:12:24,790 --> 00:12:28,510 on the call that made 348 00:12:28,510 --> 00:12:30,320 Thapelo to win this competition, 349 00:12:30,610 --> 00:12:32,190 is someone was very skeptical 350 00:12:32,190 --> 00:12:34,650 because the first part of 351 00:12:34,650 --> 00:12:36,780 the call, we verify personal 352 00:12:37,110 --> 00:12:39,360 information. So now the question, why 353 00:12:39,360 --> 00:12:40,310 are you even asking me 354 00:12:40,310 --> 00:12:41,990 my ID number? So now 355 00:12:41,990 --> 00:12:44,260 our advisors are able to 356 00:12:44,510 --> 00:12:46,350 handle those objections and how 357 00:12:46,350 --> 00:12:47,660 we help them is we've 358 00:12:47,660 --> 00:12:48,740 got a great team of 359 00:12:48,740 --> 00:12:50,610 QA as well as the 360 00:12:50,610 --> 00:12:53,100 team leaders, our supervisors and the 361 00:12:53,100 --> 00:12:54,330 trainer. We are able to 362 00:12:54,350 --> 00:12:55,500 help them in terms of 363 00:12:55,690 --> 00:12:56,980 how to handle some of 364 00:12:56,980 --> 00:12:59,020 these objections. But the main 365 00:12:59,020 --> 00:13:01,200 ingredient is really our advisors 366 00:13:01,200 --> 00:13:03,150 because they've been there, they're able 367 00:13:03,150 --> 00:13:05,220 to sort of make and 368 00:13:05,220 --> 00:13:06,930 relay the story to the 369 00:13:06,930 --> 00:13:08,720 next person to make sure that the warm up 370 00:13:08,720 --> 00:13:14,560 to the call. Yeah. Thapelo, 371 00:13:14,560 --> 00:13:15,470 can you tell us a 372 00:13:15,470 --> 00:13:17,060 little bit about that story 373 00:13:17,060 --> 00:13:20,730 where you were working with 374 00:13:20,730 --> 00:13:22,250 someone and they were really 375 00:13:22,250 --> 00:13:25,210 hesitant to work with you, 376 00:13:25,290 --> 00:13:26,710 and then how did you get 377 00:13:26,710 --> 00:13:28,930 them... Obviously Neli, you talked 378 00:13:28,930 --> 00:13:31,230 a lot about empathy and 379 00:13:31,230 --> 00:13:32,850 being able to relate to 380 00:13:32,850 --> 00:13:34,420 the people who you're speaking 381 00:13:34,420 --> 00:13:35,880 with. And so Thapelo, can 382 00:13:35,880 --> 00:13:37,210 you share a little bit about that as 383 00:13:37,210 --> 00:13:40,350 well? All right. I'd say 384 00:13:40,590 --> 00:13:43,620 the call for me was an 385 00:13:43,620 --> 00:13:45,680 eye opener. It made me 386 00:13:45,680 --> 00:13:47,470 realize that most of our 387 00:13:47,470 --> 00:13:50,220 candidates believe that there's a lot of scams 388 00:13:50,220 --> 00:13:51,650 going on. And with that being said, it had me basically worried and I had to explain what Harambee as a brand stands for. 389 00:14:06,270 --> 00:14:07,120 I had to also remind the candidate that we really want to help them and I had to show 390 00:14:07,120 --> 00:14:08,470 the candidate and make them 391 00:14:08,470 --> 00:14:10,670 understand that I too have been in their 392 00:14:10,670 --> 00:14:14,300 shoes. But holistically, I needed to 393 00:14:14,670 --> 00:14:17,300 remind them that as a 394 00:14:17,300 --> 00:14:19,020 young South Africans, their journey 395 00:14:19,020 --> 00:14:20,920 is common and the call 396 00:14:20,920 --> 00:14:23,170 center department at Harambee has 397 00:14:23,430 --> 00:14:24,960 a lot of those agents who 398 00:14:24,960 --> 00:14:26,160 come from the same line. 399 00:14:27,880 --> 00:14:28,080 And it was a bit difficult because the candidate had a lot 400 00:14:28,080 --> 00:14:33,770 of doubt, but he warmed 401 00:14:33,770 --> 00:14:35,350 up as soon as I shared with him that 402 00:14:35,810 --> 00:14:36,250 it is a free service 403 00:14:36,250 --> 00:14:40,960 and we wanted to help them as best as we can. I'd say 404 00:14:40,960 --> 00:14:44,280 even customer complaints, even customer 405 00:14:44,280 --> 00:14:46,760 queries, they do also help 406 00:14:46,910 --> 00:14:47,930 us as agents to better 407 00:14:47,930 --> 00:14:50,910 ourselves and in handling the 408 00:14:50,910 --> 00:14:52,190 next candidate that has a 409 00:14:52,190 --> 00:14:54,980 similar problem. I would say 410 00:14:54,980 --> 00:14:58,770 we draw a lot of energy from those complaints because they help us in 411 00:14:58,770 --> 00:15:02,490 improving services. And the team as Neli 412 00:15:03,450 --> 00:15:06,310 as highlighted have put aside 413 00:15:06,710 --> 00:15:07,590 the procedures in order for 414 00:15:07,910 --> 00:15:10,530 us to handle those queries. 415 00:15:11,530 --> 00:15:12,130 And it's something that we really, really 416 00:15:14,160 --> 00:15:16,750 as agents like and enjoy 417 00:15:16,840 --> 00:15:18,710 doing, making someone understand the 418 00:15:18,710 --> 00:15:21,930 importance or Harambee in essence 419 00:15:22,480 --> 00:15:25,530 to their life. Yeah. And I think it is 420 00:15:25,530 --> 00:15:26,590 great too that you guys 421 00:15:26,590 --> 00:15:29,600 have that experience as well that you can 422 00:15:29,600 --> 00:15:31,760 share with them since you've 423 00:15:31,760 --> 00:15:33,390 been in the same situation 424 00:15:33,390 --> 00:15:34,470 and you can relate to 425 00:15:34,470 --> 00:15:35,530 what they're saying, but then 426 00:15:35,530 --> 00:15:36,940 also that's convincing to them 427 00:15:36,940 --> 00:15:39,440 as well. Just having that 428 00:15:39,440 --> 00:15:41,280 human empathy though, just that 429 00:15:41,280 --> 00:15:43,170 human element of wanting to 430 00:15:43,170 --> 00:15:46,480 help someone and to understand their situation 431 00:15:46,950 --> 00:15:47,810 I think goes a long 432 00:15:47,810 --> 00:15:50,000 way in customer service, for 433 00:15:50,000 --> 00:15:53,380 sure. Absolutely. I think one 434 00:15:53,380 --> 00:15:54,300 of the main thing as 435 00:15:54,300 --> 00:15:56,570 well is being connected to 436 00:15:56,570 --> 00:15:59,680 the Harambee[inaudible 00:00:15:57]. And our 437 00:15:59,680 --> 00:16:01,990 space really is about anyone 438 00:16:01,990 --> 00:16:03,390 who works in the organization, 439 00:16:03,390 --> 00:16:04,250 you really have to be 440 00:16:04,250 --> 00:16:05,760 a good fit for what 441 00:16:05,760 --> 00:16:07,640 we're driving as Harambee, for what 442 00:16:07,640 --> 00:16:09,940 we stand for. So being 443 00:16:09,940 --> 00:16:11,640 connected to the purpose as Harambee, it 444 00:16:12,370 --> 00:16:14,000 really plays a huge role 445 00:16:14,000 --> 00:16:16,860 where people still feel energized 446 00:16:16,860 --> 00:16:17,940 to come to work because 447 00:16:17,940 --> 00:16:20,230 it's really not about target. 448 00:16:20,680 --> 00:16:21,680 In our space, we use 449 00:16:21,680 --> 00:16:22,840 a language, where how many 450 00:16:22,840 --> 00:16:24,240 lives did you change on 451 00:16:24,240 --> 00:16:25,990 a daily basis? Wow! It's 452 00:16:25,990 --> 00:16:28,670 not really about how many in 453 00:16:28,670 --> 00:16:30,830 terms of how many, in 454 00:16:30,830 --> 00:16:31,930 other industries they will tell 455 00:16:31,930 --> 00:16:32,960 you about the target. You need 456 00:16:32,960 --> 00:16:33,920 to make 20 or you 457 00:16:33,920 --> 00:16:34,750 need to have spoken to 458 00:16:34,750 --> 00:16:36,270 50 people. We don't use 459 00:16:36,270 --> 00:16:37,390 that language at all because 460 00:16:37,390 --> 00:16:39,090 you understand what Harambee is 461 00:16:39,090 --> 00:16:40,400 all about. We use a 462 00:16:40,400 --> 00:16:42,700 simple language, how many lives 463 00:16:42,840 --> 00:16:43,690 did you change on a 464 00:16:43,690 --> 00:16:44,980 daily basis, which makes it 465 00:16:44,980 --> 00:16:46,570 easy for the negative for 466 00:16:46,570 --> 00:16:48,430 the advisors to really wake 467 00:16:48,430 --> 00:16:49,560 up in the morning, come 468 00:16:49,560 --> 00:16:50,390 to work because they are 469 00:16:50,390 --> 00:16:52,570 driven by these peoples. I 470 00:16:52,570 --> 00:16:53,400 want to go to work 471 00:16:53,400 --> 00:16:55,260 because I really want to 472 00:16:55,260 --> 00:16:57,850 change lives. That's all it 473 00:16:57,850 --> 00:17:00,350 is in our space. That's 474 00:17:00,350 --> 00:17:03,710 amazing. Yeah, that is... When 475 00:17:03,710 --> 00:17:05,730 we talk about metrics and 476 00:17:07,250 --> 00:17:08,260 it's nice to hear this 477 00:17:08,260 --> 00:17:11,920 different side of service where 478 00:17:12,310 --> 00:17:13,370 you can have an 18 479 00:17:13,370 --> 00:17:15,530 minute call and you can, 480 00:17:16,010 --> 00:17:17,620 change someone's life on a 481 00:17:17,620 --> 00:17:19,500 daily basis. That's pretty powerful. 482 00:17:20,140 --> 00:17:22,440 Yeah, it is. I'd say 483 00:17:22,840 --> 00:17:26,110 what satisfies us as agents is the 484 00:17:26,110 --> 00:17:29,290 fact that when you assist 485 00:17:29,290 --> 00:17:31,020 someone, you don't get anything 486 00:17:32,350 --> 00:17:33,240 back. But the fact that you 487 00:17:34,320 --> 00:17:36,230 have changed someone's life or 488 00:17:36,230 --> 00:17:39,340 situation is more and more complimentary than 489 00:17:39,340 --> 00:17:41,980 anything else. It means that 490 00:17:41,980 --> 00:17:47,090 you regenerate a goal of loyalty between us and candidates. And 491 00:17:47,090 --> 00:17:48,340 it's much more easier for 492 00:17:48,340 --> 00:17:50,610 them to even refer us to other 493 00:17:51,120 --> 00:17:55,430 young South Africans who are seeking help. I'd say the candidate that we are 494 00:17:55,430 --> 00:17:59,670 on the phone now is really the candidate that you want to help. So 495 00:18:00,770 --> 00:18:04,400 case by case, every case is important. Every call 496 00:18:04,400 --> 00:18:07,570 that we meet is entirely to change someone's life. 497 00:18:08,080 --> 00:18:13,370 So that's what we stand for and that's the culture here. is amazing. 498 00:18:14,940 --> 00:18:16,870 It's a nice transition into 499 00:18:17,460 --> 00:18:19,020 our next point, which is 500 00:18:19,020 --> 00:18:22,530 about recognizing and rewarding agents. 501 00:18:22,600 --> 00:18:24,850 Because you said that's your 502 00:18:24,850 --> 00:18:26,310 reward for you is that 503 00:18:26,310 --> 00:18:27,320 you get to change people's 504 00:18:27,320 --> 00:18:30,360 lives. Obviously, we recognized you 505 00:18:30,360 --> 00:18:32,010 in the CX Heroes program 506 00:18:32,580 --> 00:18:34,400 for Genesys and you joined 507 00:18:34,400 --> 00:18:35,700 us on the main stage 508 00:18:35,700 --> 00:18:38,070 in Amsterdam, which was fantastic. 509 00:18:38,690 --> 00:18:39,650 And for all of you 510 00:18:40,020 --> 00:18:42,030 who's listening, check out the 511 00:18:42,160 --> 00:18:45,280 genesys. com/ cxheroes landing page. 512 00:18:45,570 --> 00:18:48,060 You can see Thapelo's blog 513 00:18:48,060 --> 00:18:50,160 post about his story and 514 00:18:50,160 --> 00:18:51,400 we're uploading a new video 515 00:18:51,400 --> 00:18:53,870 there soon too, highlighting Thapelo 516 00:18:53,910 --> 00:18:55,810 and hearing his story on 517 00:18:55,810 --> 00:18:58,900 camera. CX Heroes is a 518 00:18:58,900 --> 00:19:02,180 great program where anyone out 519 00:19:02,180 --> 00:19:03,690 there, anywhere around the world 520 00:19:03,690 --> 00:19:06,260 can recognize an agent or 521 00:19:06,260 --> 00:19:07,950 a service rep or an 522 00:19:07,950 --> 00:19:10,150 advisor, a manager, or a 523 00:19:10,150 --> 00:19:13,250 supervisor for providing great customer 524 00:19:13,250 --> 00:19:15,880 service. Just listening, caring, having 525 00:19:15,880 --> 00:19:17,910 empathy, or just solving a 526 00:19:17,910 --> 00:19:19,560 problem in a unique way. 527 00:19:20,140 --> 00:19:20,730 And you can read some 528 00:19:20,730 --> 00:19:21,640 of the stories up there, 529 00:19:21,640 --> 00:19:23,330 but the nomination form's there, 530 00:19:23,330 --> 00:19:24,520 just fill out the form 531 00:19:24,520 --> 00:19:27,680 and tell your story. And 532 00:19:27,870 --> 00:19:29,650 then we received the nominations 533 00:19:29,650 --> 00:19:31,380 and we select them, the 534 00:19:31,380 --> 00:19:32,360 stories that we're going to 535 00:19:32,360 --> 00:19:34,360 tell and we do video 536 00:19:34,360 --> 00:19:35,340 as well as blogs and 537 00:19:35,340 --> 00:19:36,420 social media. So I would 538 00:19:36,420 --> 00:19:38,410 encourage you to submit stories 539 00:19:38,410 --> 00:19:40,260 if you're listening because it 540 00:19:40,260 --> 00:19:43,270 does recognize your agents and 541 00:19:43,740 --> 00:19:44,810 your company as well for 542 00:19:44,810 --> 00:19:46,920 providing great service. How do 543 00:19:46,920 --> 00:19:50,110 you guys, Neli, internally, do 544 00:19:50,110 --> 00:19:51,330 you guys have any internal 545 00:19:51,330 --> 00:19:52,920 program that you guys use 546 00:19:52,920 --> 00:19:55,530 to recognize your advisors for 547 00:19:55,530 --> 00:19:57,650 doing good work? Yes, we 548 00:19:57,650 --> 00:19:59,650 do, but what is important 549 00:19:59,650 --> 00:20:01,210 is we do not drive 550 00:20:01,210 --> 00:20:04,670 any monetary rewards, as I 551 00:20:04,670 --> 00:20:06,480 said, because we really want 552 00:20:06,480 --> 00:20:08,810 the team to be connected 553 00:20:08,810 --> 00:20:10,720 to the purpose. However, on 554 00:20:10,720 --> 00:20:13,420 a monthly basis, we award 555 00:20:13,960 --> 00:20:16,760 our overall top achiever in 556 00:20:16,760 --> 00:20:17,810 a sense that we look 557 00:20:17,810 --> 00:20:19,500 at adherence. For us, as 558 00:20:19,500 --> 00:20:21,450 I alluded earlier on the 559 00:20:21,720 --> 00:20:24,070 changing of lives, we really 560 00:20:24,070 --> 00:20:25,240 bring it back when we 561 00:20:25,240 --> 00:20:26,730 reward people at the end 562 00:20:26,730 --> 00:20:27,870 of the month where we 563 00:20:28,400 --> 00:20:30,680 look at, were you punctual? 564 00:20:30,680 --> 00:20:31,510 Do you come to work 565 00:20:31,510 --> 00:20:32,830 on time? Because we look 566 00:20:32,830 --> 00:20:33,750 at, if you are late 567 00:20:33,750 --> 00:20:34,900 for five minutes or 10 568 00:20:34,900 --> 00:20:36,070 minutes, we really link it 569 00:20:36,190 --> 00:20:37,780 back to say you've missed 570 00:20:37,780 --> 00:20:39,640 an opportunity to change someone's 571 00:20:39,640 --> 00:20:40,890 life in the 10 minutes. 572 00:20:41,200 --> 00:20:42,130 So we don't really talk 573 00:20:42,130 --> 00:20:44,130 about you are late, but 574 00:20:44,130 --> 00:20:45,130 we relate it back to 575 00:20:45,360 --> 00:20:47,550 really seeing the importance and 576 00:20:47,550 --> 00:20:49,030 the impact of you being 577 00:20:49,030 --> 00:20:51,120 late to work. Therefore, we 578 00:20:51,120 --> 00:20:52,260 reward them in the sense 579 00:20:52,260 --> 00:20:55,250 that the adherence to schedule 580 00:20:55,520 --> 00:20:56,990 and how many lives did 581 00:20:56,990 --> 00:20:58,900 you change, but especially the one 582 00:20:58,900 --> 00:21:00,260 big element is really about the 583 00:21:00,260 --> 00:21:01,960 quality. We're not really looking 584 00:21:01,960 --> 00:21:02,910 at the number of lives that 585 00:21:03,190 --> 00:21:04,060 you changed, but the quality 586 00:21:04,060 --> 00:21:05,500 of the conversation that you 587 00:21:05,500 --> 00:21:07,720 have. And what also is 588 00:21:07,720 --> 00:21:10,110 important in these monthly meetings 589 00:21:10,180 --> 00:21:11,160 that we normally have where 590 00:21:11,160 --> 00:21:13,070 we recognize our team, it's 591 00:21:13,070 --> 00:21:15,460 really about we give them certificated 592 00:21:15,460 --> 00:21:16,760 at the end of the 593 00:21:16,760 --> 00:21:19,700 session and importantly, even the 594 00:21:19,700 --> 00:21:21,870 candidate themselves, that we actually match 595 00:21:22,620 --> 00:21:23,830 to these candidates. They do 596 00:21:23,830 --> 00:21:24,970 come through to the contact 597 00:21:24,970 --> 00:21:27,150 center, where now they meet the 598 00:21:27,150 --> 00:21:28,530 person who they spoke to 599 00:21:28,530 --> 00:21:29,990 over the phone just to 600 00:21:29,990 --> 00:21:32,230 show appreciation. And I can 601 00:21:32,230 --> 00:21:34,060 tell you Jill, the atmosphere 602 00:21:34,500 --> 00:21:35,930 in the room, it's something 603 00:21:35,930 --> 00:21:36,490 else where you are now 604 00:21:36,490 --> 00:21:39,130 meeting the person you spoke 605 00:21:39,130 --> 00:21:40,850 to over the phone. Now, 606 00:21:40,970 --> 00:21:42,490 actually the advisor is meeting 607 00:21:42,490 --> 00:21:43,420 the person who they were 608 00:21:43,420 --> 00:21:44,600 talking to on the phone. 609 00:21:45,000 --> 00:21:46,970 So that magic is what we do on 610 00:21:46,970 --> 00:21:48,440 a monthly basis where we 611 00:21:48,440 --> 00:21:49,560 make sure that we invite 612 00:21:49,560 --> 00:21:51,220 someone we've placed who are 613 00:21:51,220 --> 00:21:52,350 coming to the contact center 614 00:21:52,510 --> 00:21:53,590 to make sure that we 615 00:21:53,590 --> 00:21:55,580 reignite that energy, that spirit 616 00:21:56,120 --> 00:21:57,100 to make sure that what we do 617 00:21:57,100 --> 00:21:58,140 is not just a dream. 618 00:21:58,320 --> 00:21:59,550 It's really something that it's 619 00:21:59,550 --> 00:22:01,650 happening, it's real, and the 620 00:22:01,650 --> 00:22:03,670 person that we are speaking to is actually next 621 00:22:03,670 --> 00:22:05,500 to them. Yeah, and it's 622 00:22:05,500 --> 00:22:07,610 so inspirational too for everyone 623 00:22:08,300 --> 00:22:08,980 to be a part of 624 00:22:08,980 --> 00:22:15,640 that moment with your candidate. an 625 00:22:15,640 --> 00:22:18,650 agent, from my side, I 626 00:22:18,650 --> 00:22:20,730 think it's much more satisfactory 627 00:22:21,650 --> 00:22:23,020 whenever you see someone that 628 00:22:23,020 --> 00:22:32,420 you assisted or hear a story about someone that you assisted. It's great to hear such stories. But whenever 629 00:22:32,420 --> 00:22:32,720 you hear it, it's more 630 00:22:32,720 --> 00:22:32,960 satisfactory than anything else. I 631 00:22:37,590 --> 00:22:40,480 think the initiative, I think the team also 632 00:22:40,480 --> 00:22:41,440 wants to come up with 633 00:22:41,990 --> 00:22:45,610 new ideas in order to incentivize, in order to just 634 00:22:46,080 --> 00:22:54,910 remind us of the cause and why we do this. So it doesn't... Yeah, it is quite[inaudible 00:22:53]. Yeah, and I think 635 00:22:55,320 --> 00:22:56,520 there's something face to face 636 00:22:56,520 --> 00:22:57,210 too. When you get to 637 00:22:57,210 --> 00:22:58,470 meet people face to face 638 00:22:58,470 --> 00:23:00,690 too, it's a special moment. 639 00:23:01,470 --> 00:23:05,820 Yeah. talk a little bit about the loyalty 640 00:23:05,820 --> 00:23:08,530 or the word of mouth 641 00:23:08,530 --> 00:23:09,840 that sort of happens for 642 00:23:10,060 --> 00:23:11,610 Harambee and what that might 643 00:23:11,610 --> 00:23:12,590 look like. So as we 644 00:23:12,590 --> 00:23:16,670 know, turning customers into... Giving 645 00:23:16,670 --> 00:23:19,090 a positive customer service experience 646 00:23:19,150 --> 00:23:21,940 turns customers to being loyal 647 00:23:21,940 --> 00:23:25,210 to your company or your 648 00:23:25,210 --> 00:23:28,250 product or your brand. And 649 00:23:28,250 --> 00:23:29,150 so you talked a little 650 00:23:29,150 --> 00:23:30,740 bit about this earlier, and 651 00:23:30,740 --> 00:23:31,640 so I'd like to expand 652 00:23:31,640 --> 00:23:33,040 more on it, but when 653 00:23:33,040 --> 00:23:36,640 you place someone, do they 654 00:23:36,640 --> 00:23:37,890 go out and tell other 655 00:23:37,890 --> 00:23:39,410 people like, I got this 656 00:23:39,410 --> 00:23:42,290 job and I'm supporting, helping 657 00:23:42,290 --> 00:23:44,390 my family now and what 658 00:23:44,390 --> 00:23:45,420 does that word of mouth 659 00:23:45,420 --> 00:23:46,380 look like or how does 660 00:23:46,380 --> 00:23:48,440 that work for you all? 661 00:23:49,460 --> 00:23:51,570 Yep. A typical example is 662 00:23:51,570 --> 00:23:52,950 the call that made Thapelo 663 00:23:53,880 --> 00:23:58,890 win this competition. heard about Harambee 664 00:23:59,520 --> 00:24:01,060 from someone in his neighbor. 665 00:24:01,890 --> 00:24:03,810 So that person was assisted 666 00:24:03,810 --> 00:24:06,340 by Harambee and therefore our 667 00:24:06,990 --> 00:24:11,090 candidates, they're more able to 668 00:24:11,090 --> 00:24:12,740 refer other people because of 669 00:24:12,740 --> 00:24:14,110 the service they've got. And 670 00:24:14,110 --> 00:24:15,240 not because they've got a 671 00:24:15,240 --> 00:24:17,510 job necessarily, but remember that our 672 00:24:17,670 --> 00:24:19,040 conversation is not really about 673 00:24:19,040 --> 00:24:20,520 placing people to a job, but it's 674 00:24:20,520 --> 00:24:22,350 also about giving them skills 675 00:24:22,560 --> 00:24:23,590 to make sure that they 676 00:24:23,590 --> 00:24:24,700 can still be able to 677 00:24:24,700 --> 00:24:27,130 go out and seek employment 678 00:24:27,170 --> 00:24:28,580 on their own without really 679 00:24:28,890 --> 00:24:30,700 and being placed by us. 680 00:24:30,950 --> 00:24:32,370 But the conversation that we 681 00:24:32,370 --> 00:24:34,360 have and the readiness program 682 00:24:34,360 --> 00:24:36,040 that as Harambee we provide 683 00:24:36,530 --> 00:24:39,610 enables them to actually gain 684 00:24:39,610 --> 00:24:41,390 more skills, and that skills 685 00:24:41,390 --> 00:24:42,130 that they can actually practice 686 00:24:43,070 --> 00:24:44,640 is they go out and 687 00:24:44,640 --> 00:24:46,550 seeking for employment. So for 688 00:24:46,550 --> 00:24:48,590 us really our candidates, they are actually 689 00:24:48,590 --> 00:24:50,740 our... They spread the word 690 00:24:50,790 --> 00:24:52,050 of what we do as 691 00:24:52,420 --> 00:24:54,290 Harambee and that makes it really 692 00:24:54,290 --> 00:24:56,150 easy on our side. Even 693 00:24:56,150 --> 00:24:57,440 though we are on Facebook, 694 00:24:57,760 --> 00:24:58,410 we are on WhatsApp and 695 00:24:59,230 --> 00:25:00,650 all other platforms, but our 696 00:25:00,650 --> 00:25:02,810 real big ingredient is really 697 00:25:02,810 --> 00:25:04,110 the word of mouth. Because 698 00:25:04,680 --> 00:25:06,680 for us, every conversation is 699 00:25:06,680 --> 00:25:08,200 just not a number, it's 700 00:25:08,200 --> 00:25:09,880 a life that we're talking to, it's 701 00:25:10,090 --> 00:25:11,790 a life that we're changing. Therefore, 702 00:25:12,000 --> 00:25:13,220 the connection and the importance 703 00:25:13,220 --> 00:25:15,450 of that conversation makes it... 704 00:25:15,650 --> 00:25:16,970 It has a huge impact 705 00:25:16,970 --> 00:25:18,690 than just someone you just 706 00:25:18,690 --> 00:25:20,000 met and that's it, or 707 00:25:20,000 --> 00:25:22,170 someone more like of a hit and run, 708 00:25:22,430 --> 00:25:23,490 what you normally find in 709 00:25:23,490 --> 00:25:24,730 other places. But for us, it's really 710 00:25:25,090 --> 00:25:26,620 the impact that we have in 711 00:25:26,740 --> 00:25:28,650 each and every conversation that we have with 712 00:25:28,650 --> 00:25:33,020 our candidates. That is fascinating. 713 00:25:33,020 --> 00:25:36,240 And what a great story 714 00:25:36,240 --> 00:25:37,660 about word of mouth marketing 715 00:25:37,890 --> 00:25:40,040 or word of mouth validation 716 00:25:40,040 --> 00:25:42,500 for advocacy and creating loyal 717 00:25:42,500 --> 00:25:45,610 customers. That's a pretty powerful 718 00:25:45,610 --> 00:25:47,240 moment when people are talking 719 00:25:47,240 --> 00:25:50,520 about your program in their 720 00:25:50,520 --> 00:25:53,900 communities so often. And not 721 00:25:53,900 --> 00:25:55,780 only do they just refer, 722 00:25:55,780 --> 00:25:56,710 but some of them, they 723 00:25:56,710 --> 00:25:57,770 even come back to the 724 00:25:57,770 --> 00:25:59,960 office and say, I've got 725 00:25:59,960 --> 00:26:01,210 a job and thanks to 726 00:26:01,210 --> 00:26:02,900 you, Harambee, I am who I 727 00:26:02,900 --> 00:26:04,010 am today because of your assistance. 728 00:26:04,930 --> 00:26:06,170 So it's really about that 729 00:26:06,170 --> 00:26:07,800 impact with people. We give 730 00:26:07,800 --> 00:26:09,590 them skills as small as, 731 00:26:10,010 --> 00:26:11,750 did that actually to increase 732 00:26:11,750 --> 00:26:13,220 your chances of being employed, 733 00:26:13,440 --> 00:26:14,400 you need to have a 734 00:26:14,400 --> 00:26:16,630 driver's license. People start thinking 735 00:26:16,630 --> 00:26:18,100 about, okay, how do I 736 00:26:18,170 --> 00:26:19,590 go about getting my license? 737 00:26:19,590 --> 00:26:20,530 As soon as they get 738 00:26:20,530 --> 00:26:22,220 that piece of paper, which 739 00:26:22,220 --> 00:26:23,940 now validates them as drivers, 740 00:26:23,940 --> 00:26:27,620 they come to the office 741 00:26:28,510 --> 00:26:29,830 and show us and say, here's 742 00:26:31,120 --> 00:26:33,460 my driver's license and we 743 00:26:33,460 --> 00:26:35,040 celebrate with them. So those 744 00:26:35,040 --> 00:26:36,660 stories are those stories that we 745 00:26:36,660 --> 00:26:39,010 really find, they're more impactful 746 00:26:39,010 --> 00:26:40,240 than anything else that we 747 00:26:40,240 --> 00:26:43,880 can ever speak about. Yeah, 748 00:26:43,950 --> 00:26:45,100 because you really are changing 749 00:26:45,100 --> 00:26:51,840 lives. I mean it's for[crosstalk 00:26:48]. So 750 00:26:51,840 --> 00:26:53,220 in getting into number five 751 00:26:53,220 --> 00:26:55,060 here and Thapelo, I would love 752 00:26:55,060 --> 00:26:56,420 to hear your insight on 753 00:26:56,420 --> 00:27:00,560 this. We talk about personalization 754 00:27:00,590 --> 00:27:02,500 in customer service a lot, 755 00:27:02,500 --> 00:27:05,770 but personalization sometimes isn't done 756 00:27:05,770 --> 00:27:07,170 the right way. It's done 757 00:27:08,150 --> 00:27:09,510 where you're getting targeted by 758 00:27:09,510 --> 00:27:13,900 an ad or you're just 759 00:27:13,900 --> 00:27:17,070 a number in a data. 760 00:27:17,460 --> 00:27:19,210 And so this is great 761 00:27:19,210 --> 00:27:20,150 now like because you just touched 762 00:27:20,150 --> 00:27:21,420 on this too is we 763 00:27:21,420 --> 00:27:22,410 don't look at people as 764 00:27:22,410 --> 00:27:24,980 numbers. But often customer service, 765 00:27:24,980 --> 00:27:26,020 there are numbers and there's 766 00:27:26,720 --> 00:27:28,610 data from them and people 767 00:27:28,820 --> 00:27:30,830 are getting targeted based off 768 00:27:30,830 --> 00:27:33,510 of their persona. At Genesys, 769 00:27:33,510 --> 00:27:34,420 We like to talk about 770 00:27:34,420 --> 00:27:36,500 it as personalization more as 771 00:27:36,500 --> 00:27:37,980 a unique experience. And I 772 00:27:38,330 --> 00:27:39,900 think Harambee is perfect for this, 773 00:27:39,900 --> 00:27:41,660 right? Because you guys are 774 00:27:41,660 --> 00:27:43,900 giving unique experiences every day, 775 00:27:43,900 --> 00:27:45,290 every time you're on the 776 00:27:45,290 --> 00:27:47,240 phone with someone. But we 777 00:27:47,240 --> 00:27:48,470 like to talk about how 778 00:27:49,470 --> 00:27:53,240 the customers, personalization is really 779 00:27:53,240 --> 00:27:55,320 about them being treated special 780 00:27:55,320 --> 00:27:57,690 and unique and that there 781 00:27:57,690 --> 00:27:59,380 is information coming in about 782 00:27:59,380 --> 00:28:00,960 them, but that information is 783 00:28:00,960 --> 00:28:02,870 actually is used to help 784 00:28:02,870 --> 00:28:06,140 them to have a better 785 00:28:06,140 --> 00:28:07,740 service or a better experience. 786 00:28:09,470 --> 00:28:10,330 And so I'd like to 787 00:28:10,330 --> 00:28:11,470 hear what you guys think 788 00:28:11,470 --> 00:28:14,800 about that. Thapelo, start with 789 00:28:14,800 --> 00:28:17,170 you on how do you 790 00:28:17,170 --> 00:28:19,710 make your customers feel unique 791 00:28:19,710 --> 00:28:20,750 or special? And I'm sure 792 00:28:20,750 --> 00:28:22,300 all their stories are unique, 793 00:28:22,650 --> 00:28:24,010 but is there a certain 794 00:28:24,010 --> 00:28:24,930 thing that you do to 795 00:28:24,930 --> 00:28:26,890 help them feel like they're 796 00:28:26,890 --> 00:28:28,770 the only customer or candidate 797 00:28:28,770 --> 00:28:29,700 in the world right now 798 00:28:29,700 --> 00:28:30,540 that you're with on the 799 00:28:30,540 --> 00:28:34,610 phone? All right. I'd say as we've highlighted earlier regarding the history that as call center agents we have as Harambee, and Harambee all come from this system. First thing is understanding that we 800 00:28:35,460 --> 00:28:56,730 as agents have the responsibility to help someone. And if we have the right information, we can use that information to match them to opportunities as best as we can. In my line of work, 801 00:29:02,630 --> 00:29:04,670 I'd say being polite, being flexible, being 802 00:29:06,490 --> 00:29:11,840 attentive contributes very well in gathering the right information. 803 00:29:12,240 --> 00:29:13,580 I'd say I also tend 804 00:29:13,580 --> 00:29:15,790 to be a bit personal. 805 00:29:16,390 --> 00:29:17,910 I tend to warm up 806 00:29:17,910 --> 00:29:19,940 to candidates as well. And 807 00:29:21,160 --> 00:29:23,310 I ask questions that really, really 808 00:29:23,380 --> 00:29:26,110 at times would make someone 809 00:29:26,110 --> 00:29:27,710 think. I do motivate as 810 00:29:27,710 --> 00:29:33,220 well. I believe our scripts nowadays, we do give. What that means 811 00:29:33,220 --> 00:29:35,020 is basically we do motivate. 812 00:29:35,060 --> 00:29:39,240 Whenever there's an opportunity to study, we 813 00:29:39,240 --> 00:29:41,290 do refer candidates on where to go 814 00:29:41,290 --> 00:29:42,900 in terms of study. So 815 00:29:42,900 --> 00:29:44,710 it becomes more personal. It 816 00:29:44,710 --> 00:29:47,700 doesn't really become more, give 817 00:29:47,700 --> 00:29:50,330 me data. It's more, let's 818 00:29:50,330 --> 00:29:52,170 have a relationship, let's build 819 00:29:52,170 --> 00:29:52,840 a relationship where this training 820 00:29:52,840 --> 00:29:59,750 will work for both of us. So it's a small view us 821 00:30:00,010 --> 00:30:15,840 as agents giving ourselves, mirroring the candidate, making sure that I understand them and their information, understanding how important it is. Yeah. So 822 00:30:15,840 --> 00:30:17,370 just to add on that, Jill, is 823 00:30:17,370 --> 00:30:19,680 that really what makes our 824 00:30:20,320 --> 00:30:22,700 candidates unique is the fact 825 00:30:22,700 --> 00:30:24,570 that the conversation, it's really 826 00:30:24,610 --> 00:30:28,380 about that individual. So we 827 00:30:28,380 --> 00:30:29,600 do not have a script. 828 00:30:29,900 --> 00:30:31,630 What we have is more 829 00:30:31,630 --> 00:30:33,290 of guidelines of some of 830 00:30:33,660 --> 00:30:34,790 the questions that they need to ask, but 831 00:30:34,880 --> 00:30:36,700 really the conversation is about 832 00:30:36,930 --> 00:30:38,140 the response you get from 833 00:30:38,140 --> 00:30:39,690 the candidate. That's what drives 834 00:30:39,690 --> 00:30:41,750 the conversation. So it's not 835 00:30:41,750 --> 00:30:42,580 really... We don't have the 836 00:30:43,160 --> 00:30:44,620 blanket approach on each and 837 00:30:44,620 --> 00:30:47,030 every conversation. It's really driven 838 00:30:47,030 --> 00:30:48,090 by the response you get 839 00:30:48,090 --> 00:30:49,360 from a candidate from you 840 00:30:49,650 --> 00:30:51,360 listening to the candidate on the 841 00:30:53,870 --> 00:30:55,960 other line. It makes you to really 842 00:30:55,960 --> 00:30:58,020 be able to give the 843 00:30:58,020 --> 00:30:59,820 information that they need. For 844 00:30:59,820 --> 00:31:02,940 example, if someone says, I 845 00:31:02,990 --> 00:31:05,020 completed my[ foreign language 00:31:00]. in our 846 00:31:05,020 --> 00:31:06,460 language, that is like the 847 00:31:06,850 --> 00:31:09,380 highest high school and someone 848 00:31:09,440 --> 00:31:13,560 who's completed university, they advise that 849 00:31:13,660 --> 00:31:14,930 you're going to give, all the tip 850 00:31:15,060 --> 00:31:16,220 you're going to give can never be the 851 00:31:16,220 --> 00:31:18,420 same because these people are 852 00:31:18,420 --> 00:31:20,230 not in the same space 853 00:31:20,660 --> 00:31:22,800 in their lives. Therefore, every 854 00:31:22,800 --> 00:31:25,220 conversation is unique to that 855 00:31:25,220 --> 00:31:26,960 individual. So it's not like 856 00:31:26,960 --> 00:31:28,240 a script where you have 857 00:31:28,280 --> 00:31:29,360 to ask this question and, 858 00:31:29,360 --> 00:31:30,780 and, and, but it's really 859 00:31:30,780 --> 00:31:32,760 about the conversation depending on 860 00:31:33,100 --> 00:31:34,530 the conversation that you have or the 861 00:31:34,530 --> 00:31:36,120 responses that you get from 862 00:31:36,120 --> 00:31:37,770 the candidate. So that makes it a 863 00:31:37,770 --> 00:31:41,590 unique, individual, and unique conversation 864 00:31:41,590 --> 00:31:43,130 because you can find that 865 00:31:43,130 --> 00:31:44,410 you've spoken to five people, 866 00:31:44,410 --> 00:31:45,850 but the tips that you gave that 867 00:31:45,850 --> 00:31:47,840 person, they're different depending on 868 00:31:47,840 --> 00:31:51,270 their circumstances, depending on their background, depending on where 869 00:31:51,270 --> 00:31:53,220 they are at this point in time. 870 00:31:54,440 --> 00:31:55,990 Yeah. And the foundation of 871 00:31:55,990 --> 00:31:57,530 your organization is set up 872 00:31:57,530 --> 00:31:58,810 that way. So I think 873 00:31:58,810 --> 00:32:01,970 that... Right? Like it's helpful 874 00:32:01,970 --> 00:32:06,930 that policy or the program 875 00:32:06,930 --> 00:32:07,640 is set up in a 876 00:32:07,640 --> 00:32:09,480 way to empower you all, 877 00:32:09,620 --> 00:32:12,220 the employees, to give the 878 00:32:12,220 --> 00:32:13,430 best service you can and 879 00:32:13,540 --> 00:32:14,420 to treat everyone as a 880 00:32:14,420 --> 00:32:18,180 unique individual. And the KPIs and the 881 00:32:18,180 --> 00:32:19,230 metrics are set up to 882 00:32:19,230 --> 00:32:21,510 support that as well. But 883 00:32:21,510 --> 00:32:22,160 I think it's a great 884 00:32:22,160 --> 00:32:24,400 example of how it starts 885 00:32:24,400 --> 00:32:25,930 with everyone in the entire 886 00:32:25,930 --> 00:32:28,850 company to make sure that 887 00:32:28,850 --> 00:32:30,110 everyone's on the same page 888 00:32:30,110 --> 00:32:31,580 in providing that service, that 889 00:32:31,580 --> 00:32:34,080 unique service to your candidates. 890 00:32:34,460 --> 00:32:35,200 Do you agree with that?[crosstalk 00: 891 00:32:35,200 --> 00:32:39,740 32: 36]. sometimes there's a 892 00:32:39,740 --> 00:32:44,510 mix bag of... Supervisors and 893 00:32:44,510 --> 00:32:45,920 managers might want things one 894 00:32:45,920 --> 00:32:49,220 way and the executives might 895 00:32:49,290 --> 00:32:50,450 want things another way, but 896 00:32:50,450 --> 00:32:52,040 your entire company has come 897 00:32:52,040 --> 00:32:54,900 together on this is how 898 00:32:54,900 --> 00:32:56,930 we provide great service to 899 00:32:56,930 --> 00:32:59,430 these candidates, and this is 900 00:32:59,430 --> 00:33:00,260 what this looks like and 901 00:33:00,260 --> 00:33:01,410 everyone's in agreement with it. 902 00:33:02,720 --> 00:33:04,670 Absolutely. So I think even 903 00:33:04,670 --> 00:33:06,170 from... With the executives, with 904 00:33:06,270 --> 00:33:08,190 managers, and then the recruitment 905 00:33:08,190 --> 00:33:10,060 process is rigorous in the sense 906 00:33:10,060 --> 00:33:12,360 that you go through couple 907 00:33:12,360 --> 00:33:14,540 of interviews. The main thing 908 00:33:14,540 --> 00:33:17,410 that really we want to 909 00:33:17,410 --> 00:33:19,160 figure out in the entire process 910 00:33:19,160 --> 00:33:23,100 is really, are you a good fit to Harambee policies 911 00:33:23,100 --> 00:33:25,890 to the Harambee culture? Because we understand it's 912 00:33:25,890 --> 00:33:27,630 not really about... Even if 913 00:33:27,630 --> 00:33:29,210 you can have a call 914 00:33:29,210 --> 00:33:30,820 center experience, but are you a good 915 00:33:30,820 --> 00:33:32,430 fit to what we stand 916 00:33:32,430 --> 00:33:33,960 for as Harambee. Hence, our 917 00:33:33,960 --> 00:33:35,740 recruitment. Hence, we believe that 918 00:33:35,740 --> 00:33:37,500 anyone and everyone who's in 919 00:33:37,500 --> 00:33:39,760 this organization is really a 920 00:33:39,760 --> 00:33:41,140 fit because they went through 921 00:33:41,140 --> 00:33:42,330 all these steps to make 922 00:33:42,330 --> 00:33:43,860 sure that they do fit 923 00:33:43,860 --> 00:33:46,990 into our culture. That's wonderful. 924 00:33:47,400 --> 00:33:49,470 Yeah, it's a great model 925 00:33:50,350 --> 00:33:53,190 on how contact center or 926 00:33:53,190 --> 00:33:54,940 outbound call center could be 927 00:33:55,300 --> 00:33:58,090 managed and ran and the 928 00:33:58,090 --> 00:33:59,170 quality of service that you 929 00:33:59,170 --> 00:34:00,480 guys give to your candidates 930 00:34:00,480 --> 00:34:03,180 is just amazing. It's a 931 00:34:03,180 --> 00:34:07,080 fantastic program. Absolutely. Thank you. 932 00:34:07,080 --> 00:34:09,390 Thank you. If we wrap 933 00:34:09,390 --> 00:34:10,730 up here, just want to 934 00:34:10,730 --> 00:34:12,430 give them a couple of summary 935 00:34:12,450 --> 00:34:13,390 points at the end of this 936 00:34:13,990 --> 00:34:15,510 On- demand webinar here about 937 00:34:15,510 --> 00:34:16,980 hiring the right people for 938 00:34:16,980 --> 00:34:18,920 your business, which Neli, you 939 00:34:18,920 --> 00:34:21,780 just talked about that, about that they're 940 00:34:22,630 --> 00:34:23,450 a good fit for your 941 00:34:23,450 --> 00:34:26,230 culture. Customer service can be 942 00:34:26,230 --> 00:34:28,530 tough, so reward your advisors, 943 00:34:28,530 --> 00:34:30,250 agents, representatives, make sure that 944 00:34:30,250 --> 00:34:33,650 they feel like they're being 945 00:34:33,650 --> 00:34:34,880 rewarded for the work that 946 00:34:34,880 --> 00:34:36,760 they do and being acknowledged 947 00:34:36,760 --> 00:34:37,550 for how hard it can 948 00:34:37,550 --> 00:34:40,540 be sometimes. And CX and 949 00:34:40,540 --> 00:34:42,500 customer service work together for 950 00:34:42,500 --> 00:34:45,500 brand loyalty, so sometimes people 951 00:34:45,500 --> 00:34:46,940 kind of mix in customer 952 00:34:46,940 --> 00:34:48,840 experience and customer service into 953 00:34:48,840 --> 00:34:50,970 the same bucket, but they're actually 954 00:34:50,970 --> 00:34:53,580 different things and they actually 955 00:34:53,580 --> 00:34:56,620 work together for company loyalty 956 00:34:56,620 --> 00:35:01,340 and creating those great experiences 957 00:35:01,930 --> 00:35:03,900 that make the customers come 958 00:35:03,900 --> 00:35:06,380 back. And then usually using 959 00:35:06,620 --> 00:35:08,870 personalization to improve customer experience, 960 00:35:10,070 --> 00:35:11,550 not just deliver more ads 961 00:35:11,550 --> 00:35:13,430 or making them just a 962 00:35:13,430 --> 00:35:16,080 persona and making sure that, 963 00:35:16,330 --> 00:35:17,450 that stat we saw, that 964 00:35:17,750 --> 00:35:20,970 79% of people feel like 965 00:35:20,970 --> 00:35:22,730 they're a generic customer rather 966 00:35:22,730 --> 00:35:25,300 than a unique individual. And 967 00:35:25,430 --> 00:35:26,800 so using personalization to make 968 00:35:26,800 --> 00:35:30,140 them feel unique and that 969 00:35:30,140 --> 00:35:31,060 they're the only customer in 970 00:35:31,060 --> 00:35:33,260 the world, which I think 971 00:35:33,380 --> 00:35:34,460 Harambee does an amazing job 972 00:35:34,460 --> 00:35:35,310 at. And it's a great 973 00:35:35,310 --> 00:35:36,810 example of how that works. 974 00:35:37,120 --> 00:35:38,450 We do have an ebook 975 00:35:38,450 --> 00:35:39,500 that goes along with this 976 00:35:39,500 --> 00:35:40,450 webinar, if you'd like more 977 00:35:40,450 --> 00:35:42,480 information. It's called Customer Service 978 00:35:42,480 --> 00:35:44,050 Best Practices and we'll provide 979 00:35:44,050 --> 00:35:45,600 the link here in the 980 00:35:45,600 --> 00:35:47,420 window, but it goes into 981 00:35:47,420 --> 00:35:50,450 each one of these habits 982 00:35:50,450 --> 00:35:51,870 or these successful habits in 983 00:35:51,870 --> 00:35:53,730 a deeper way. And it 984 00:35:53,730 --> 00:35:54,990 also has quotes from our 985 00:35:54,990 --> 00:35:57,570 CX Heroes and some advice 986 00:35:57,570 --> 00:35:58,630 from our CX Heroes about 987 00:35:58,630 --> 00:35:59,520 how they do it, or 988 00:35:59,750 --> 00:36:01,190 experiences that they've had. So 989 00:36:01,180 --> 00:36:04,110 it's a great resource. It actually 990 00:36:04,110 --> 00:36:05,050 just showed up on our 991 00:36:05,050 --> 00:36:06,590 top 10 list at Genesys 992 00:36:06,590 --> 00:36:09,320 for most viewed content. So 993 00:36:09,320 --> 00:36:10,900 your peers are downloading it. 994 00:36:11,240 --> 00:36:12,080 So I would advise you 995 00:36:12,080 --> 00:36:12,840 to take a look and 996 00:36:12,840 --> 00:36:14,210 see what you think. And 997 00:36:14,210 --> 00:36:15,520 then just one quick note, 998 00:36:16,030 --> 00:36:17,130 we're always looking for great 999 00:36:17,130 --> 00:36:18,610 CX Hero stories. We'd love 1000 00:36:18,610 --> 00:36:20,630 for you to nominate a 1001 00:36:20,630 --> 00:36:22,320 customer service rep, a supervisor, 1002 00:36:22,320 --> 00:36:24,540 a manager, an agent, any 1003 00:36:24,540 --> 00:36:27,490 employee basically who's gone above 1004 00:36:27,490 --> 00:36:28,450 and beyond to provide great 1005 00:36:28,450 --> 00:36:30,880 customer service. And we'll provide 1006 00:36:30,880 --> 00:36:31,850 the URL here at the 1007 00:36:31,850 --> 00:36:33,590 end of the session as 1008 00:36:33,590 --> 00:36:36,790 well. Neli and Thapelo, it's 1009 00:36:36,790 --> 00:36:37,690 been so great to see 1010 00:36:37,690 --> 00:36:38,520 you both and talk to 1011 00:36:38,520 --> 00:36:42,280 you both again. We can't 1012 00:36:42,280 --> 00:36:43,510 wait this long next time 1013 00:36:43,510 --> 00:36:44,490 to chat. We need to 1014 00:36:44,490 --> 00:36:47,480 do it sooner. Absolutely. Thank 1015 00:36:47,480 --> 00:36:48,740 you so much, Jill. Nice 1016 00:36:48,740 --> 00:36:51,370 seeing you. Thank you for 1017 00:36:51,370 --> 00:36:53,340 all your great insights and 1018 00:36:53,670 --> 00:36:55,650 for your wonderful organization that's 1019 00:36:55,650 --> 00:36:58,270 changing people's lives. We'll stay 1020 00:36:58,270 --> 00:37:00,080 in contact and talk soon 1021 00:37:00,650 --> 00:37:01,480 and thanks to everyone who 1022 00:37:01,480 --> 00:37:03,260 watched today. We'll have more 1023 00:37:03,260 --> 00:37:05,560 of the CX Hero webinar series coming 1024 00:37:05,560 --> 00:37:08,090 up, so continue to stay 1025 00:37:08,090 --> 00:37:09,370 on to this channel and 1026 00:37:09,370 --> 00:37:10,310 we'll add more on a 1027 00:37:10,310 --> 00:37:11,660 regular basis and you can 1028 00:37:11,660 --> 00:37:13,460 hear more from the managers 1029 00:37:13,540 --> 00:37:15,070 and agents and advisors who 1030 00:37:15,070 --> 00:37:16,050 are actually doing the work 1031 00:37:16,050 --> 00:37:17,520 every day. Thank you so 1032 00:37:17,520 --> 00:37:18,220 much and have a great 1033 00:37:18,220 --> 00:37:20,620 day. Bye, Jill.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001km16QAA"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa Webinar Bytes [Webinar Bytes] Megatrends shaping customer service in 2020 We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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The future of customer service starts with making your call center more human. It’s about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are shaping customer service in 2020. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Director, Product Marketing Genesys Kate Leggett VP & Principal Analyst Forrester Research [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,300 So my first prediction is 2 00:00:02,680 --> 00:00:06,170 that agents aren't essential to 3 00:00:06,170 --> 00:00:08,740 scale anymore. And let me 4 00:00:08,740 --> 00:00:09,790 tell you what I mean 5 00:00:09,790 --> 00:00:11,750 by that and what I want 6 00:00:11,750 --> 00:00:12,660 to do is just take 7 00:00:12,660 --> 00:00:15,360 a step backwards and think 8 00:00:15,360 --> 00:00:18,950 about customer engagement and actually 9 00:00:19,230 --> 00:00:21,160 think about all the wonderful 10 00:00:21,160 --> 00:00:22,880 experiences that surround us in 11 00:00:22,880 --> 00:00:24,150 our daily lives. I mean, 12 00:00:24,150 --> 00:00:26,010 I think about ride sharing 13 00:00:26,010 --> 00:00:28,400 apps like Lyft and Uber that 14 00:00:28,400 --> 00:00:30,440 take all anxiety out of 15 00:00:30,440 --> 00:00:32,180 me getting to my destination 16 00:00:32,420 --> 00:00:33,450 because I have a full 17 00:00:33,450 --> 00:00:37,050 disclosure of information that I 18 00:00:37,050 --> 00:00:38,880 need about my ride to 19 00:00:38,880 --> 00:00:40,560 make me feel comfortable in 20 00:00:40,560 --> 00:00:43,040 that experience. I think about 21 00:00:43,040 --> 00:00:47,790 services like Amazon, like Netflix. 22 00:00:47,840 --> 00:00:49,270 I always joke that those 23 00:00:49,280 --> 00:00:50,650 two services know more about 24 00:00:50,650 --> 00:00:51,990 me than my husband does 25 00:00:52,440 --> 00:00:54,030 because if they're able to 26 00:00:54,030 --> 00:00:59,900 recommend products, movies, content based 27 00:00:59,900 --> 00:01:03,030 on my particular history, what 28 00:01:03,030 --> 00:01:05,350 I've done, that intimate knowledge 29 00:01:05,350 --> 00:01:06,400 of where I've been, what 30 00:01:06,400 --> 00:01:08,380 I've done, how I've rated 31 00:01:08,380 --> 00:01:11,390 products or content. And so what 32 00:01:11,720 --> 00:01:13,390 we say today is that 33 00:01:14,420 --> 00:01:17,400 we're surrounded by these differentiated 34 00:01:17,400 --> 00:01:20,150 experiences and these experiences have 35 00:01:20,150 --> 00:01:21,800 done a good shop at 36 00:01:21,800 --> 00:01:24,330 up leveling our expectations for 37 00:01:24,330 --> 00:01:27,230 engagement with any company that 38 00:01:27,230 --> 00:01:28,740 we do business with, both in 39 00:01:28,740 --> 00:01:31,650 our lives as consumers or 40 00:01:31,650 --> 00:01:33,590 in our business lives. And 41 00:01:33,590 --> 00:01:34,670 at Forrester we say we're 42 00:01:34,670 --> 00:01:35,250 in the age of the 43 00:01:35,250 --> 00:01:38,290 customer where you, the consumer, 44 00:01:38,370 --> 00:01:42,000 the B2B customer, you control 45 00:01:42,000 --> 00:01:45,000 the conversation with any company 46 00:01:45,190 --> 00:01:47,020 that you do business with. 47 00:01:47,250 --> 00:01:49,690 And your expectations are heightened 48 00:01:49,920 --> 00:01:51,640 because of all the wonderful 49 00:01:51,640 --> 00:01:53,970 consumer experiences that surround us. 50 00:01:54,450 --> 00:01:55,880 And it's like when I 51 00:01:55,880 --> 00:01:57,280 see on the screen here, 52 00:01:57,600 --> 00:02:00,990 you expect that any information 53 00:02:00,990 --> 00:02:03,470 that you need is available 54 00:02:03,470 --> 00:02:05,210 on any device at a 55 00:02:05,210 --> 00:02:08,050 person's moment of need. And 56 00:02:08,050 --> 00:02:10,910 so what has happened is 57 00:02:11,100 --> 00:02:17,920 again, our expectations are heightened 58 00:02:18,070 --> 00:02:21,540 because of these wonderful consumer 59 00:02:21,540 --> 00:02:24,140 experiences. And then the way 60 00:02:24,140 --> 00:02:27,450 that we interact with companies 61 00:02:27,750 --> 00:02:29,510 has also changed. AppFoundry Webinar The cloud conversational AI chatbot designed and built for Genesys Cloud [cutoff co_thick="2px"][webinarschedule]According to Gartner, about 70% of all use cases in artificial intelligence (AI) are related to customer service and call centers. Join us in this webinar to learn: How conversational AI and call center agents work hand-in-hand to blend into the entire customer service journey. Conversational AI uses Natural Language Processing and machine learning to identify behaviors and intent. Properly designed chatbots can anticipate customer needs to create true empathy. Botter Conversational AI isn’t a typical chatbot; it’s a machine that automates and fulfills various tasks on behalf of contact center agents. Learn how to scale an expand the Genesys CloudTM platform using the latest in conversational technology to improve your customer experience, increased productivity and grow your profit stream.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kqZUQAY"] Meet the Speaker Sherif Fahmy Marketing Manager IST Networks Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud [cutoff co_thick="2px"][webinarschedulesingle] Deliver truly personalized experiences with industry leaders Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. Join us for this exclusive webinar to learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Achieve security and scale via a proven customer experience platform Move from on-premises to the cloud with confidence Leverage existing Genesys and Microsoft investments to maximize experiences Move to the cloud and gain the control and efficiencies that the Genesys EngageTM product and Microsoft Azure provide together.[cutoff co_thick="2px"]1 00:00:10,850 --> 00:00:12,540 Good morning, evening and afternoon, 2 00:00:12,540 --> 00:00:14,360 everyone. Josh Reed here from 3 00:00:14,360 --> 00:00:15,530 the Digital Events Team here 4 00:00:15,530 --> 00:00:16,410 at Genesys, and I'll be 5 00:00:16,410 --> 00:00:17,450 one of your moderators for 6 00:00:17,450 --> 00:00:19,540 today's webcast. I'll start by 7 00:00:19,540 --> 00:00:21,160 saying welcome. Thank you all 8 00:00:21,160 --> 00:00:23,430 for joining today's webcast Genesys 9 00:00:23,430 --> 00:00:26,160 Engage in Microsoft Azure, transform 10 00:00:26,420 --> 00:00:28,170 your customer experience in the 11 00:00:28,170 --> 00:00:30,140 cloud. I'm actually going to 12 00:00:30,140 --> 00:00:32,140 hand things off to our 13 00:00:32,270 --> 00:00:33,790 other moderator today. We have 14 00:00:33,790 --> 00:00:35,790 Bobbi Chester, the senior director 15 00:00:35,790 --> 00:00:36,720 of product marketing here at 16 00:00:36,740 --> 00:00:38,390 Genesys. Bobbi, the floor is 17 00:00:38,390 --> 00:00:40,450 yours. Take it away. Awesome, 18 00:00:40,450 --> 00:00:42,860 Josh, thank you. Everybody again, 19 00:00:42,860 --> 00:00:43,890 thank you very much for 20 00:00:43,890 --> 00:00:45,340 joining us today. We have 21 00:00:45,620 --> 00:00:47,270 a ton of information that 22 00:00:47,270 --> 00:00:48,330 we want to share with 23 00:00:48,330 --> 00:00:49,890 you on the Microsoft and 24 00:00:49,890 --> 00:00:52,740 Genesys partnership. To do so, 25 00:00:52,740 --> 00:00:54,270 we have two gentlemen joining 26 00:00:54,270 --> 00:00:56,650 us today. Jeff Wise, my 27 00:00:56,650 --> 00:00:58,900 colleague here at Genesys, as 28 00:00:58,900 --> 00:01:00,580 well as David Totten. With 29 00:01:01,680 --> 00:01:02,960 that, we wanted to start 30 00:01:02,960 --> 00:01:04,020 out learning a little bit 31 00:01:04,020 --> 00:01:06,370 more about you. We're going 32 00:01:06,370 --> 00:01:08,040 to kick this off with 33 00:01:08,040 --> 00:01:10,670 our first poll question. The 34 00:01:10,670 --> 00:01:12,100 question is along the line 35 00:01:12,120 --> 00:01:14,370 is, what is your biggest 36 00:01:14,370 --> 00:01:16,940 contact center challenge? For those 37 00:01:16,940 --> 00:01:17,580 of you who have been 38 00:01:17,580 --> 00:01:18,750 in the industry for a 39 00:01:18,750 --> 00:01:21,690 long time, certainly there are 40 00:01:21,710 --> 00:01:24,590 typically more than one opportunities 41 00:01:24,810 --> 00:01:26,470 that you're currently looking at, 42 00:01:26,720 --> 00:01:29,410 but with that, we've narrowed 43 00:01:29,410 --> 00:01:30,960 it down to these five. 44 00:01:31,460 --> 00:01:33,450 We're really curious to see, 45 00:01:33,860 --> 00:01:35,180 at this point in time, 46 00:01:35,180 --> 00:01:36,240 if there's any one of 47 00:01:36,240 --> 00:01:37,690 these in particular, that's going 48 00:01:37,690 --> 00:01:39,170 to rise to the surface, 49 00:01:39,460 --> 00:01:41,120 and will be something that 50 00:01:41,320 --> 00:01:43,870 you're looking at dealing with. 51 00:01:44,610 --> 00:01:45,690 I'm going to pause for 52 00:01:45,690 --> 00:01:47,610 just one more moment, let 53 00:01:47,610 --> 00:01:49,420 a few more people answer. 54 00:01:54,020 --> 00:01:56,370 Great, with that, let's take 55 00:01:56,370 --> 00:01:57,680 a look and see what 56 00:01:57,680 --> 00:02:01,450 our results are. Not enough 57 00:02:01,450 --> 00:02:05,270 staff is incredibly low. Just 58 00:02:05,440 --> 00:02:07,610 the increasing costs of everything 59 00:02:07,610 --> 00:02:09,330 that is within the contact center. 60 00:02:10,570 --> 00:02:12,210 Looking for better self- service, 61 00:02:12,500 --> 00:02:15,700 IVR mobile, interesting that certainly 62 00:02:15,700 --> 00:02:17,500 half of you have answered 63 00:02:17,500 --> 00:02:18,870 along the line of delivering 64 00:02:18,870 --> 00:02:20,670 that personalized customer experience, which 65 00:02:20,670 --> 00:02:23,060 is actually quite brilliant and 66 00:02:23,060 --> 00:02:25,100 an excellent segue into getting 67 00:02:25,100 --> 00:02:26,660 us started because that really 68 00:02:26,660 --> 00:02:28,530 is the key to what 69 00:02:28,530 --> 00:02:29,590 we're going to be discussing 70 00:02:29,590 --> 00:02:31,880 today. On that note, thank 71 00:02:31,880 --> 00:02:35,090 you for your participation in 72 00:02:35,090 --> 00:02:36,590 that. We're going to start 73 00:02:36,590 --> 00:02:38,350 off today by talking about, 74 00:02:38,730 --> 00:02:42,080 specifically, personalization and how that 75 00:02:42,080 --> 00:02:44,730 is a customer experience differentiator. 76 00:02:45,570 --> 00:02:46,690 Jeff, we're going to start 77 00:02:46,690 --> 00:02:49,300 with you. Thanks, Bobbi, and 78 00:02:49,600 --> 00:02:50,590 thanks for the opportunity to 79 00:02:50,590 --> 00:02:52,030 talk too. Great to have everyone 80 00:02:52,030 --> 00:02:55,970 online and joining us. Personalization, 81 00:02:56,060 --> 00:02:57,450 it's great to see on 82 00:02:57,720 --> 00:02:59,030 the poll question that this 83 00:02:59,030 --> 00:03:02,110 was one of the predominant topics that 84 00:03:02,170 --> 00:03:04,220 is a challenge for business. 85 00:03:05,350 --> 00:03:06,410 It is a massive business 86 00:03:06,410 --> 00:03:08,630 challenge because one of the 87 00:03:08,630 --> 00:03:11,100 things that in the move 88 00:03:11,100 --> 00:03:13,460 to digital, what has happened 89 00:03:13,460 --> 00:03:15,230 is the cost of acquiring 90 00:03:15,560 --> 00:03:17,410 customers has gone down rapidly. 91 00:03:17,700 --> 00:03:18,170 If we just look at 92 00:03:18,200 --> 00:03:19,410 all the digital channels and 93 00:03:19,410 --> 00:03:20,900 self- service, it's really a 94 00:03:20,900 --> 00:03:23,120 lot easier for businesses to 95 00:03:23,120 --> 00:03:25,250 acquire customers, but on the 96 00:03:25,250 --> 00:03:27,280 flip side, at the same 97 00:03:27,280 --> 00:03:29,010 time, it's just as easy 98 00:03:29,010 --> 00:03:31,050 for consumers to switch. Even 99 00:03:31,050 --> 00:03:32,260 if we looked at say 100 00:03:32,500 --> 00:03:34,240 the ride sharing industry, like 101 00:03:34,250 --> 00:03:36,230 Uber, Lyft, and others, we 102 00:03:36,230 --> 00:03:39,180 can chop and change our 103 00:03:39,180 --> 00:03:41,670 application that we use for ride 104 00:03:41,670 --> 00:03:43,580 sharing. It's just so easy. 105 00:03:44,550 --> 00:03:46,680 In a really busy market, 106 00:03:46,840 --> 00:03:56,070 what is the thing that's going to differentiate businesses? That is really the core of what we're talking about when we talk about personalization, is how to really 107 00:03:56,070 --> 00:03:57,940 look at creating that differentiation, 108 00:03:58,290 --> 00:04:01,270 which will drive the experience, but also 109 00:04:01,270 --> 00:04:06,610 drive loyalty as well. Let's 110 00:04:06,610 --> 00:04:09,960 go down- was from Microsoft point 111 00:04:09,960 --> 00:04:10,930 of view. Thanks again for 112 00:04:10,930 --> 00:04:12,420 letting us participate in here. 113 00:04:13,120 --> 00:04:14,520 We see this across platforms. 114 00:04:14,860 --> 00:04:16,770 If you've done enterprise software, 115 00:04:17,610 --> 00:04:19,360 use cases for a long 116 00:04:19,360 --> 00:04:21,280 time, there's some dominant players 117 00:04:21,280 --> 00:04:23,330 in the industry. There's a 118 00:04:23,330 --> 00:04:24,330 lot of people that use 119 00:04:24,330 --> 00:04:25,950 different Microsoft products, whether it's 120 00:04:25,950 --> 00:04:28,460 Word, it's Office, it's Windows 121 00:04:28,460 --> 00:04:30,860 Server, SQL server. Now, these 122 00:04:30,860 --> 00:04:31,850 products are becoming a little 123 00:04:31,850 --> 00:04:33,840 bit more ubiquitous and fluid 124 00:04:33,840 --> 00:04:34,910 with how people can leverage 125 00:04:34,910 --> 00:04:36,170 them and update them over 126 00:04:36,170 --> 00:04:38,190 time. Again, how do you 127 00:04:38,190 --> 00:04:40,740 keep a customer loyal when 128 00:04:40,740 --> 00:04:43,080 the cost of switching technologies 129 00:04:43,080 --> 00:04:44,310 is going down for an 130 00:04:44,310 --> 00:04:46,380 end customer. How do you 131 00:04:46,380 --> 00:04:47,930 make sure that they stick 132 00:04:47,930 --> 00:04:49,640 with you as a solution 133 00:04:49,640 --> 00:04:50,770 provider through the thick and 134 00:04:50,990 --> 00:04:53,390 thin of your product's maturation 135 00:04:53,390 --> 00:04:55,750 process? We're seeing the need 136 00:04:55,750 --> 00:04:57,340 to get products to market faster, 137 00:04:57,970 --> 00:04:59,730 but then obviously if something 138 00:04:59,730 --> 00:05:01,510 goes wrong, customers are looking 139 00:05:01,510 --> 00:05:03,200 to switch out quicker than 140 00:05:03,200 --> 00:05:04,230 they ever have before, and 141 00:05:04,230 --> 00:05:06,170 they won't stay there longer. 142 00:05:06,380 --> 00:05:07,900 Jeff, with that, talk to 143 00:05:07,900 --> 00:05:09,280 us a little bit about how you think about 144 00:05:09,280 --> 00:05:12,580 differentiation as one of those 145 00:05:12,580 --> 00:05:15,530 differentiators that you can have in the marketplace. No, 146 00:05:15,530 --> 00:05:19,110 thanks, David. What we should 147 00:05:19,110 --> 00:05:19,920 do is really take one 148 00:05:19,920 --> 00:05:22,510 step back. Why is this 149 00:05:22,510 --> 00:05:23,870 such an important mission for 150 00:05:23,870 --> 00:05:25,900 Genesys and Microsoft? Because it 151 00:05:25,900 --> 00:05:28,070 actually all starts with people. 152 00:05:28,850 --> 00:05:30,340 People all around the world, 153 00:05:30,770 --> 00:05:32,140 people all around the world 154 00:05:32,410 --> 00:05:36,010 who interact with companies. They 155 00:05:36,010 --> 00:05:37,010 all want to feel special. 156 00:05:37,070 --> 00:05:38,640 They want to feel unique, 157 00:05:39,040 --> 00:05:40,470 and they want to feel that 158 00:05:40,470 --> 00:05:42,100 the companies that they're interacting 159 00:05:42,100 --> 00:05:44,110 with really know them, that 160 00:05:44,110 --> 00:05:45,720 they understand them, but more 161 00:05:45,720 --> 00:05:47,960 importantly, they have history and 162 00:05:48,440 --> 00:05:52,930 context with them. It really 163 00:05:52,930 --> 00:05:57,310 starts with an individual. This 164 00:05:57,310 --> 00:05:58,370 is really the idea of 165 00:05:59,380 --> 00:06:01,860 personalizing, because what we want 166 00:06:01,860 --> 00:06:03,040 to do is personalize the 167 00:06:03,040 --> 00:06:06,080 experience. At a deeper level, 168 00:06:06,360 --> 00:06:08,060 what it really means, it 169 00:06:08,060 --> 00:06:10,590 starts with empathy. It's about 170 00:06:10,590 --> 00:06:12,800 creating a personal bond between 171 00:06:12,800 --> 00:06:15,020 an individual interacting with that 172 00:06:15,020 --> 00:06:16,610 company or an employee of 173 00:06:16,610 --> 00:06:20,050 that company. Genesys and Microsoft 174 00:06:20,120 --> 00:06:21,480 have brought all this technology 175 00:06:21,480 --> 00:06:22,660 together to be able to 176 00:06:22,910 --> 00:06:24,530 allow and create what we 177 00:06:24,530 --> 00:06:26,860 believe are these important, empathetic 178 00:06:26,860 --> 00:06:29,320 moments, and that, when you 179 00:06:29,320 --> 00:06:31,320 have empathy, it leads to 180 00:06:31,320 --> 00:06:32,870 trust and it leads to 181 00:06:32,870 --> 00:06:35,470 loyalty. Because we all know, 182 00:06:35,550 --> 00:06:36,610 when you create a one- 183 00:06:36,610 --> 00:06:38,010 on- one relationship, and we 184 00:06:38,010 --> 00:06:39,130 all know this in our 185 00:06:39,130 --> 00:06:42,660 own daily lives. The more 186 00:06:42,660 --> 00:06:44,690 I know about you and the 187 00:06:44,730 --> 00:06:45,900 more I understand about your 188 00:06:45,900 --> 00:06:48,960 situation, and when I can 189 00:06:48,960 --> 00:06:51,210 have that empathetic connection, it 190 00:06:51,210 --> 00:06:52,780 really just leads to a 191 00:06:52,780 --> 00:06:55,420 better outcome. That's what we call 192 00:06:55,420 --> 00:06:57,960 experiences as a service. That's 193 00:06:57,960 --> 00:07:02,580 how personalization empathy, really driving 194 00:07:02,580 --> 00:07:05,380 that connection, creating that trust, 195 00:07:05,430 --> 00:07:08,390 creating loyalty will then ensure 196 00:07:08,390 --> 00:07:10,800 that that switching costs doesn't 197 00:07:10,910 --> 00:07:12,760 become an issue because that 198 00:07:13,350 --> 00:07:17,030 personalized experience is ensuring that 199 00:07:17,030 --> 00:07:19,410 loyalty. Yeah. Let me add 200 00:07:20,500 --> 00:07:22,110 to that quickly, Jeff. It's interesting because 201 00:07:22,110 --> 00:07:23,580 now, it used to be, 202 00:07:24,010 --> 00:07:25,850 if a customer felt like 203 00:07:25,900 --> 00:07:28,160 the company knew them, or 204 00:07:28,160 --> 00:07:30,010 remembered their information, or had 205 00:07:30,010 --> 00:07:31,180 their details, or had their 206 00:07:31,180 --> 00:07:32,680 preferences while coming in the 207 00:07:32,680 --> 00:07:34,080 door, that used to be 208 00:07:34,080 --> 00:07:35,100 almost a nice to have, 209 00:07:35,100 --> 00:07:36,130 or a great tab. That's 210 00:07:36,130 --> 00:07:38,020 a great experience to have. 211 00:07:38,020 --> 00:07:38,900 Now it's becoming a little 212 00:07:39,050 --> 00:07:40,010 bit more of an expectation. 213 00:07:42,130 --> 00:07:43,420 The power of the internet 214 00:07:43,420 --> 00:07:44,690 and how we engage with 215 00:07:44,690 --> 00:07:46,710 different services across the internet 216 00:07:47,050 --> 00:07:49,420 and mobile technologies now has 217 00:07:49,420 --> 00:07:52,600 created this expectation that companies 218 00:07:52,600 --> 00:07:53,620 we interact with, who we 219 00:07:53,620 --> 00:07:54,650 share data with, who we 220 00:07:54,650 --> 00:07:56,650 transact with, know who I 221 00:07:56,650 --> 00:07:58,190 am, what my preferences are 222 00:07:58,190 --> 00:07:58,900 and what I want to 223 00:07:58,900 --> 00:07:59,750 do when I come into 224 00:07:59,750 --> 00:08:02,960 their platform. It's not just necessarily 225 00:08:02,960 --> 00:08:04,320 experiences as a service. I 226 00:08:04,320 --> 00:08:05,810 always call it experience as 227 00:08:05,810 --> 00:08:08,120 an expectation that we want 228 00:08:10,020 --> 00:08:12,280 that personalized approach that anybody 229 00:08:12,280 --> 00:08:13,170 that we interact with, or 230 00:08:13,170 --> 00:08:14,320 that we have commerce with, 231 00:08:14,640 --> 00:08:15,910 really knows who we are, 232 00:08:15,910 --> 00:08:17,180 why I'm at their platform 233 00:08:17,180 --> 00:08:18,140 and what I want to 234 00:08:18,140 --> 00:08:20,930 do with them. Oh, 100% 235 00:08:20,930 --> 00:08:25,820 David. The research confirms this, 236 00:08:25,820 --> 00:08:31,490 that organizations that grow the 237 00:08:31,490 --> 00:08:34,860 personalization and establish loyalty is 238 00:08:34,860 --> 00:08:37,590 good for business. The Harvard 239 00:08:37,590 --> 00:08:39,460 business review here has confirmed 240 00:08:39,460 --> 00:08:41,200 that. There's lots of other 241 00:08:41,750 --> 00:08:43,920 strong research that just shows, 242 00:08:44,470 --> 00:08:45,650 when you start with the 243 00:08:45,720 --> 00:08:48,870 customer experience and create loyalty, 244 00:08:49,380 --> 00:08:50,650 it's not just good for 245 00:08:50,650 --> 00:08:52,150 the customer, but it's great 246 00:08:52,150 --> 00:08:52,980 for the business. Over to 247 00:08:57,150 --> 00:08:59,320 you, Bobbi. Awesome. On that, and 248 00:08:59,870 --> 00:09:01,160 David I'll tag onto the 249 00:09:01,160 --> 00:09:01,900 end of what you said. 250 00:09:01,900 --> 00:09:03,140 I know one of my, 251 00:09:03,910 --> 00:09:04,930 I forget the gentleman who 252 00:09:05,120 --> 00:09:06,100 tagged the line, but one of my 253 00:09:06,100 --> 00:09:08,690 favorite sayings is, " Your last 254 00:09:08,690 --> 00:09:11,540 best customer experience is now 255 00:09:11,730 --> 00:09:14,780 the basis for the customer 256 00:09:14,780 --> 00:09:16,280 experience you have going forward." 257 00:09:17,270 --> 00:09:18,890 That really is the reality 258 00:09:18,890 --> 00:09:20,270 that we live in, in 259 00:09:20,270 --> 00:09:21,420 this world is, I had 260 00:09:21,420 --> 00:09:22,760 that great one yesterday. Okay, 261 00:09:22,760 --> 00:09:23,960 now it's just simply my 262 00:09:23,960 --> 00:09:27,420 expectation. That brings us to 263 00:09:27,420 --> 00:09:29,880 topic number two, which is 264 00:09:30,330 --> 00:09:33,350 customer experience and personalization best 265 00:09:33,350 --> 00:09:35,180 practices, because certainly this isn't 266 00:09:35,180 --> 00:09:37,120 anything that is brand new 267 00:09:37,120 --> 00:09:38,370 trying to get to that 268 00:09:38,370 --> 00:09:41,330 personalization. Jeff, if you wanted 269 00:09:41,330 --> 00:09:42,360 to start out, just sharing 270 00:09:42,360 --> 00:09:43,720 a little bit about some 271 00:09:43,940 --> 00:09:44,610 of the ideas that you 272 00:09:44,610 --> 00:09:46,620 had on personalization best practices. 273 00:09:47,470 --> 00:09:52,720 No, thanks Bobbi. Imagine, as 274 00:09:52,720 --> 00:09:54,040 a customer of an organization 275 00:09:54,040 --> 00:09:56,490 that's interacting, if I could 276 00:09:56,490 --> 00:09:57,630 tick all these boxes in 277 00:09:57,630 --> 00:10:02,480 my experience, where that me 278 00:10:02,840 --> 00:10:04,360 and what's important to me, 279 00:10:04,360 --> 00:10:08,130 and imagine that I can 280 00:10:08,130 --> 00:10:11,000 actually be helped in not 281 00:10:11,000 --> 00:10:12,680 having to repeat myself, or 282 00:10:12,680 --> 00:10:14,560 more importantly, the journey that 283 00:10:14,560 --> 00:10:17,660 I've gone through. Or even 284 00:10:17,660 --> 00:10:20,410 where, proactively, before I even 285 00:10:20,410 --> 00:10:21,450 pick up the phone or 286 00:10:21,450 --> 00:10:22,770 get on the website that 287 00:10:23,150 --> 00:10:24,110 you've actually reached out to 288 00:10:24,110 --> 00:10:25,540 me because you've preempted my 289 00:10:25,540 --> 00:10:26,710 situation. It might be a 290 00:10:26,710 --> 00:10:28,960 seasonal situation, or I might 291 00:10:28,960 --> 00:10:32,180 have a billing challenge. It's 292 00:10:32,180 --> 00:10:33,430 all about how we want 293 00:10:33,430 --> 00:10:35,180 to feel in that moment 294 00:10:35,920 --> 00:10:37,580 and the type of experience that 295 00:10:37,580 --> 00:10:39,570 we would normally expect. But 296 00:10:40,440 --> 00:10:42,180 usually, we're quite surprised if 297 00:10:42,180 --> 00:10:43,490 that happens. What we want 298 00:10:43,490 --> 00:10:44,420 to do is raise the 299 00:10:44,420 --> 00:10:47,610 bar and help our customers 300 00:10:48,010 --> 00:10:49,720 drive these types of experiences 301 00:10:50,150 --> 00:10:51,780 and really create that loyalty 302 00:10:51,780 --> 00:10:54,420 that we were talking about. It's really 303 00:10:54,710 --> 00:10:57,220 across that entire customer journey 304 00:10:57,520 --> 00:11:00,150 that every interaction is providing 305 00:11:03,130 --> 00:11:05,490 that best experience. Understanding the history, the context, and personalizing that 306 00:11:05,800 --> 00:11:07,500 interaction. That could be through 307 00:11:07,500 --> 00:11:10,060 self- service or assistance by 308 00:11:10,060 --> 00:11:11,930 automated bots or finding the 309 00:11:12,060 --> 00:11:13,980 best live agent to assist, 310 00:11:14,400 --> 00:11:15,950 and even helping that agent 311 00:11:15,950 --> 00:11:16,910 to give you the best 312 00:11:16,910 --> 00:11:19,060 recommendation without them having to 313 00:11:19,060 --> 00:11:21,080 research it. This is really 314 00:11:21,080 --> 00:11:25,370 about enriching that experience. David 315 00:11:25,620 --> 00:11:31,830 tell us about Microsoft and how they're creating these experiences. Microsoft's ecosystem 316 00:11:31,830 --> 00:11:33,110 of touch points, whether it's 317 00:11:33,470 --> 00:11:34,520 through a sales team, a 318 00:11:34,520 --> 00:11:36,490 support mechanism, whether it's a 319 00:11:36,490 --> 00:11:38,140 web property or a dial 320 00:11:38,140 --> 00:11:38,930 in, or it could be 321 00:11:38,930 --> 00:11:40,120 one of our Microsoft stores, 322 00:11:40,120 --> 00:11:42,060 our retail footprint, we collect 323 00:11:42,060 --> 00:11:43,420 data from so many different 324 00:11:43,420 --> 00:11:45,780 points on a customer's experience and what 325 00:11:46,020 --> 00:11:47,300 we would consider their journey 326 00:11:47,710 --> 00:11:49,300 with the company and with 327 00:11:49,300 --> 00:11:50,520 our products and services. But 328 00:11:51,230 --> 00:11:52,660 to be able to aggregate all that 329 00:11:52,660 --> 00:11:53,990 information and serve it up 330 00:11:54,280 --> 00:11:55,200 through a single pane to 331 00:11:55,200 --> 00:11:56,800 really drive that personalization is 332 00:11:56,850 --> 00:11:58,800 something that's really, really important 333 00:11:58,800 --> 00:12:00,480 to us. We view customer 334 00:12:00,480 --> 00:12:03,400 support as not necessarily an 335 00:12:03,400 --> 00:12:05,360 operating cost or a cost 336 00:12:05,360 --> 00:12:06,290 center, but we actually think 337 00:12:06,290 --> 00:12:07,010 about it a little bit more 338 00:12:07,010 --> 00:12:08,700 as a profit center and 339 00:12:08,700 --> 00:12:09,970 how we can generate that 340 00:12:09,970 --> 00:12:11,440 true end to end customer 341 00:12:11,440 --> 00:12:12,830 loyal experience that the want to 342 00:12:12,830 --> 00:12:14,150 do more with our business. 343 00:12:14,500 --> 00:12:15,770 Now, I know for one, 344 00:12:16,050 --> 00:12:18,300 as I'm working on, and 345 00:12:18,300 --> 00:12:20,180 I personally, whether it's an 346 00:12:20,180 --> 00:12:21,870 airline or a credit card 347 00:12:22,980 --> 00:12:23,980 or any sort of service 348 00:12:23,980 --> 00:12:25,670 that I leverage, I hate 349 00:12:25,670 --> 00:12:27,560 going into phone trees. I 350 00:12:27,560 --> 00:12:28,840 always think about it in 351 00:12:28,840 --> 00:12:31,720 three different categories. One, if 352 00:12:31,720 --> 00:12:33,100 I call into a customer 353 00:12:33,100 --> 00:12:34,620 support center, do they know 354 00:12:34,620 --> 00:12:35,420 who I am, and do they 355 00:12:35,420 --> 00:12:36,600 know the history of my 356 00:12:36,600 --> 00:12:38,360 account in my relationship with 357 00:12:38,360 --> 00:12:39,700 them? That's the first thing 358 00:12:39,940 --> 00:12:40,410 because I don't want to 359 00:12:40,410 --> 00:12:41,550 repeat my name and my 360 00:12:41,550 --> 00:12:43,020 address and why I'm calling 361 00:12:43,020 --> 00:12:43,890 again, and what my phone 362 00:12:43,890 --> 00:12:44,670 number is and how many 363 00:12:44,670 --> 00:12:45,610 people are on my plan. 364 00:12:46,330 --> 00:12:47,200 The second thing I want 365 00:12:47,200 --> 00:12:48,020 to know is, I want 366 00:12:48,020 --> 00:12:49,960 quick routing to the right 367 00:12:49,960 --> 00:12:51,850 subject matter expert. I need 368 00:12:51,850 --> 00:12:52,680 to be able to get 369 00:12:52,680 --> 00:12:55,090 there more efficiently. I found 370 00:12:55,090 --> 00:12:56,960 that phone trees sometimes can 371 00:12:56,960 --> 00:12:58,360 actually help with that automation 372 00:12:58,360 --> 00:12:59,530 process as long as the 373 00:12:59,530 --> 00:13:01,920 selection criteria is correct. Then 374 00:13:01,920 --> 00:13:02,880 the third thing that I've 375 00:13:02,880 --> 00:13:03,900 found when I call in 376 00:13:03,900 --> 00:13:04,860 personally at these things is, 377 00:13:04,860 --> 00:13:05,910 I want, whenever I do 378 00:13:05,910 --> 00:13:08,540 find some expertise, whether it's 379 00:13:08,540 --> 00:13:10,320 automated in content or whether 380 00:13:10,320 --> 00:13:11,440 it's a live agent that 381 00:13:11,440 --> 00:13:12,820 they're trained and they understand, 382 00:13:12,820 --> 00:13:14,180 and they've got great recommendations 383 00:13:15,260 --> 00:13:16,270 of where probably to take that 384 00:13:16,270 --> 00:13:18,920 sport scenario. What Microsoft has 385 00:13:18,920 --> 00:13:20,100 done is really hone in 386 00:13:20,100 --> 00:13:21,300 on those three things yet. 387 00:13:21,600 --> 00:13:23,480 We've really honed in on 388 00:13:23,480 --> 00:13:25,310 what those specific examples are 389 00:13:25,560 --> 00:13:26,660 of how to actually take 390 00:13:26,660 --> 00:13:28,530 a platform, figure out ways 391 00:13:28,530 --> 00:13:30,180 to aggregate across multiple touch 392 00:13:30,180 --> 00:13:31,090 points, so we serve up 393 00:13:31,090 --> 00:13:32,190 a single pane of glass, 394 00:13:32,420 --> 00:13:33,900 make sure that we optimize 395 00:13:33,900 --> 00:13:35,140 and we leverage AI and 396 00:13:35,140 --> 00:13:37,280 machine learning to optimize. How 397 00:13:37,280 --> 00:13:38,150 do you take all those 398 00:13:38,150 --> 00:13:39,830 contact points to really beef 399 00:13:39,830 --> 00:13:41,560 up the support process and 400 00:13:41,560 --> 00:13:43,550 that triage process to get 401 00:13:43,550 --> 00:13:44,940 through that tree faster to 402 00:13:44,940 --> 00:13:46,530 the right subject matter expertise. Then 403 00:13:47,240 --> 00:13:48,960 we leverage the call volumes 404 00:13:48,960 --> 00:13:50,530 and the typical subject areas 405 00:13:50,530 --> 00:13:51,920 where people have scenarios that they want to 406 00:13:52,360 --> 00:13:54,440 talk through to actually build 407 00:13:54,440 --> 00:13:56,240 up an onboarding plan and 408 00:13:56,240 --> 00:13:57,500 a training regimen for the 409 00:13:57,500 --> 00:13:58,470 people in the agents that 410 00:13:58,470 --> 00:13:59,360 we do staff the call 411 00:13:59,360 --> 00:14:01,330 center with. The more impactful 412 00:14:01,330 --> 00:14:02,470 each of those three pillars 413 00:14:02,470 --> 00:14:03,640 are and how we build 414 00:14:03,640 --> 00:14:05,390 that content and that process 415 00:14:05,390 --> 00:14:06,430 on top of the Genesys 416 00:14:06,480 --> 00:14:08,540 platform here internally, then obviously 417 00:14:08,540 --> 00:14:10,010 drives a much better customer 418 00:14:10,010 --> 00:14:11,300 experience and make sure that 419 00:14:11,520 --> 00:14:13,120 customers don't view, " Oh no, 420 00:14:13,120 --> 00:14:14,100 I have to call Microsoft 421 00:14:14,100 --> 00:14:16,310 support again," as a burden, 422 00:14:16,310 --> 00:14:17,000 they see it as an 423 00:14:17,000 --> 00:14:18,800 opportunity to gain some information 424 00:14:18,800 --> 00:14:20,460 and then hopefully, have a 425 00:14:20,460 --> 00:14:24,560 better experience with our products. Thanks, 426 00:14:24,560 --> 00:14:29,480 David. Let's talk about digital 427 00:14:29,480 --> 00:14:30,760 transformation. Do you want to 428 00:14:31,170 --> 00:14:35,230 take us through that? that I'll 429 00:14:35,230 --> 00:14:36,770 just highlight. These are scenarios, 430 00:14:36,770 --> 00:14:38,010 and this is what I personally love 431 00:14:38,010 --> 00:14:39,940 about the Genesys platform. A 432 00:14:39,940 --> 00:14:40,930 little sidebar here about the 433 00:14:40,930 --> 00:14:43,250 platform itself. When you get 434 00:14:43,250 --> 00:14:45,090 one single pane through Genesys, 435 00:14:45,090 --> 00:14:46,050 to be able to actually 436 00:14:46,050 --> 00:14:47,300 measure all your touch points, 437 00:14:47,360 --> 00:14:50,160 web, call, text, email, in- 438 00:14:50,160 --> 00:14:51,300 person visits, and you can 439 00:14:51,300 --> 00:14:52,280 merge that into one data 440 00:14:52,280 --> 00:14:53,900 platform, and then serve it 441 00:14:53,900 --> 00:14:55,870 up through this integrated customer 442 00:14:55,870 --> 00:14:57,640 contact center, you get the 443 00:14:57,640 --> 00:14:59,560 opportunity then to do customization and drive 444 00:14:59,560 --> 00:15:00,660 analytics on top of it. 445 00:15:00,720 --> 00:15:01,450 I'll just call out a 446 00:15:01,450 --> 00:15:03,090 couple of these. The first, the 447 00:15:03,090 --> 00:15:05,750 multichannel, omnichannel is an amazing 448 00:15:05,750 --> 00:15:07,030 experience for us. We've been 449 00:15:07,030 --> 00:15:09,020 able to capture and streamline 450 00:15:09,020 --> 00:15:10,940 templates that we offer up 451 00:15:10,940 --> 00:15:12,370 online and in our call 452 00:15:12,370 --> 00:15:14,740 centers, so that we've reduced 453 00:15:14,740 --> 00:15:17,300 the volume of options for 454 00:15:17,430 --> 00:15:18,500 how do we segment and 455 00:15:18,500 --> 00:15:20,200 triage different questions that come 456 00:15:20,200 --> 00:15:21,190 into our call center? That's 457 00:15:21,190 --> 00:15:23,140 really important. Again, the more 458 00:15:23,140 --> 00:15:24,610 efficient that triage and path 459 00:15:24,610 --> 00:15:26,500 to success is, the better 460 00:15:26,500 --> 00:15:27,380 that experience is going to be for the customer. 461 00:15:28,520 --> 00:15:30,680 That omni- channel multichannel support 462 00:15:30,960 --> 00:15:32,430 that wherever the customer touches 463 00:15:32,430 --> 00:15:33,050 us, we can put it 464 00:15:33,050 --> 00:15:34,160 into the same data environments 465 00:15:34,510 --> 00:15:35,820 and drive a triaged process 466 00:15:35,820 --> 00:15:39,520 off of that, very, very important for that experience. The 467 00:15:39,520 --> 00:15:40,680 second thing I'll say is 468 00:15:40,770 --> 00:15:41,480 we're doing a lot more 469 00:15:41,480 --> 00:15:43,160 virtual agent and agent assist 470 00:15:43,160 --> 00:15:44,630 type work, which is, if 471 00:15:44,630 --> 00:15:45,950 we can do analytics on 472 00:15:45,950 --> 00:15:47,010 top of the data to see 473 00:15:47,010 --> 00:15:48,400 where the majority of questions 474 00:15:48,400 --> 00:15:49,770 are coming in, we can 475 00:15:49,770 --> 00:15:52,360 then proactively provide solutions through 476 00:15:52,360 --> 00:15:54,640 this virtual agent business work. One of 477 00:15:55,310 --> 00:15:56,470 the scenarios on the poll 478 00:15:56,470 --> 00:15:58,070 questions earlier was about increasing 479 00:15:58,070 --> 00:15:59,770 costs that are related to 480 00:15:59,770 --> 00:16:01,630 a call center. Doing virtual 481 00:16:01,630 --> 00:16:03,450 work and leveraging smarter bot 482 00:16:03,670 --> 00:16:05,310 infrastructure on top of Genesys 483 00:16:05,310 --> 00:16:06,910 as a contact management platform 484 00:16:06,970 --> 00:16:09,350 really helps you reduce that 485 00:16:09,350 --> 00:16:11,010 overhead required to run a 486 00:16:11,010 --> 00:16:12,350 cost center, because you're able 487 00:16:12,350 --> 00:16:12,620 to do a lot of 488 00:16:12,960 --> 00:16:14,250 this leveraging the technology and 489 00:16:14,300 --> 00:16:15,790 analytics that are in place. 490 00:16:16,700 --> 00:16:17,430 Then the final thing I 491 00:16:17,430 --> 00:16:19,120 would say is repeat caller. 492 00:16:19,660 --> 00:16:21,670 We all have that experience of a 493 00:16:21,670 --> 00:16:22,960 repeat caller. I'm a repeat 494 00:16:22,960 --> 00:16:25,030 caller on some services that I 495 00:16:25,030 --> 00:16:26,950 have questions on. Being able 496 00:16:26,950 --> 00:16:27,820 to make sure that the 497 00:16:27,820 --> 00:16:29,930 personalized experience of that repeat caller, 498 00:16:29,930 --> 00:16:30,700 that we know what they 499 00:16:30,700 --> 00:16:32,310 called about last month, that 500 00:16:32,310 --> 00:16:33,500 we understand when they had 501 00:16:33,500 --> 00:16:34,550 a great experience with us, 502 00:16:34,950 --> 00:16:36,350 what was the actual triage 503 00:16:36,350 --> 00:16:38,530 process? What was the decision 504 00:16:38,530 --> 00:16:39,430 tree that got them to 505 00:16:39,430 --> 00:16:40,600 a specific agent that was 506 00:16:40,840 --> 00:16:41,640 able to address their question? 507 00:16:41,640 --> 00:16:44,410 We can take those as 508 00:16:44,410 --> 00:16:45,900 an individual case by case 509 00:16:45,900 --> 00:16:48,300 basis, leverage the Genesys platform 510 00:16:48,300 --> 00:16:49,660 powered by Azure to actually 511 00:16:49,660 --> 00:16:51,440 drive analytics and workflow on 512 00:16:51,440 --> 00:16:52,560 top of that so that we 513 00:16:52,560 --> 00:16:54,100 can then customize that path 514 00:16:54,100 --> 00:16:56,160 for that individual. We know 515 00:16:56,160 --> 00:16:57,440 they're coming in, we know 516 00:16:57,440 --> 00:16:59,090 their information, we know what 517 00:16:59,090 --> 00:17:00,180 they've had questions on or 518 00:17:00,180 --> 00:17:01,490 concerns on, or they've given 519 00:17:01,490 --> 00:17:03,250 us even confidence in the 520 00:17:03,250 --> 00:17:04,780 past, and we can curate 521 00:17:05,010 --> 00:17:06,640 an individual experience on top 522 00:17:06,640 --> 00:17:08,170 of the platform that is 523 00:17:08,170 --> 00:17:09,940 invisible to them. They just 524 00:17:09,940 --> 00:17:11,110 know that they call and 525 00:17:11,110 --> 00:17:12,840 they get, " Hi. Welcome, David. 526 00:17:13,050 --> 00:17:14,150 Last time you called about 527 00:17:14,150 --> 00:17:16,160 billing. Did a similar situation 528 00:17:16,160 --> 00:17:17,050 happened this month, or would 529 00:17:17,050 --> 00:17:18,100 you like to discuss something 530 00:17:18,100 --> 00:17:20,300 different?" Something that's simple with 531 00:17:20,300 --> 00:17:21,570 making sure that we can address 532 00:17:21,570 --> 00:17:23,310 repeat callers as true repeat 533 00:17:23,310 --> 00:17:26,170 customers into our platform helps alleviate 534 00:17:26,170 --> 00:17:27,050 the stress of having to 535 00:17:27,050 --> 00:17:28,070 call in and start that 536 00:17:28,070 --> 00:17:29,140 process all over again for 537 00:17:29,140 --> 00:17:30,390 a lot of people. Those 538 00:17:30,390 --> 00:17:31,830 are just three examples of 539 00:17:31,830 --> 00:17:32,580 where we've been able to 540 00:17:32,580 --> 00:17:34,160 take the Genesys platform and 541 00:17:34,160 --> 00:17:35,930 drive some specific innovation and analytics 542 00:17:36,200 --> 00:17:37,300 on top of it to 543 00:17:37,300 --> 00:17:38,470 build up that workflow and 544 00:17:38,470 --> 00:17:40,230 subject matter expertise, and then 545 00:17:40,230 --> 00:17:42,170 obviously increased customer loyalty through 546 00:17:42,170 --> 00:17:44,940 the platform. Right. To me, 547 00:17:45,160 --> 00:17:46,520 David, especially your third point, 548 00:17:46,640 --> 00:17:48,850 really brings forward the power 549 00:17:48,850 --> 00:17:51,300 of having that context. You 550 00:17:51,300 --> 00:17:52,530 have the context of what 551 00:17:52,530 --> 00:17:54,010 they had done before, they're 552 00:17:54,010 --> 00:17:56,370 here again, just taking that 553 00:17:56,370 --> 00:17:58,210 data and making it actionable 554 00:17:58,560 --> 00:18:00,020 to make it back to 555 00:18:00,020 --> 00:18:02,570 the personalized experience. That's really 556 00:18:02,940 --> 00:18:04,820 the magic behind the scene 557 00:18:04,920 --> 00:18:06,260 of how all that works. 558 00:18:06,720 --> 00:18:07,770 Yeah. I would add to 559 00:18:07,770 --> 00:18:09,870 that, this isn't just about, hey, can we 560 00:18:09,870 --> 00:18:11,650 do this faster? There's real 561 00:18:11,650 --> 00:18:13,240 hard metrics involved here. We're 562 00:18:13,240 --> 00:18:15,030 talking about hundreds of thousands of 563 00:18:15,030 --> 00:18:16,270 touch points with customers on 564 00:18:16,270 --> 00:18:18,420 a daily basis. How do 565 00:18:18,420 --> 00:18:20,700 we save money from customer 566 00:18:20,700 --> 00:18:22,810 support and that triage process? 567 00:18:23,050 --> 00:18:24,440 How do we increase the 568 00:18:24,440 --> 00:18:26,270 average revenue per customer that 569 00:18:26,270 --> 00:18:27,680 comes into our support center? 570 00:18:29,180 --> 00:18:30,230 We're Microsoft so we have to 571 00:18:30,230 --> 00:18:31,950 have metrics behind everything. We've 572 00:18:31,950 --> 00:18:33,450 been able to save millions 573 00:18:33,450 --> 00:18:35,440 of dollars in cost savings 574 00:18:35,440 --> 00:18:36,990 within our customer support center. 575 00:18:37,200 --> 00:18:38,640 We've been able to triple, 576 00:18:38,910 --> 00:18:40,170 in some scenarios in some 577 00:18:40,170 --> 00:18:42,360 product lines, our revenue potential 578 00:18:42,360 --> 00:18:43,640 out of a customer by 579 00:18:43,640 --> 00:18:44,880 just having a better customer 580 00:18:44,880 --> 00:18:47,180 support experience. If you think about 581 00:18:47,610 --> 00:18:49,480 a global footprint like Microsoft 582 00:18:49,480 --> 00:18:51,810 has with tens of thousands 583 00:18:51,810 --> 00:18:53,140 of properties that are touching 584 00:18:53,140 --> 00:18:55,390 different customers in different mechanisms, 585 00:18:55,780 --> 00:18:57,060 getting that all into one 586 00:18:57,060 --> 00:18:58,410 integrated platform and in an 587 00:18:58,410 --> 00:18:59,950 efficient way, that's safe and 588 00:18:59,950 --> 00:19:01,460 secure, and then being able 589 00:19:01,460 --> 00:19:02,670 to drive this, again, not 590 00:19:02,670 --> 00:19:03,830 as a cost center, but 591 00:19:03,830 --> 00:19:04,870 as a profit center for 592 00:19:04,870 --> 00:19:06,350 the company, that has been 593 00:19:06,350 --> 00:19:08,210 a remarkable transformation that we've 594 00:19:08,210 --> 00:19:09,440 experienced with Genesys over the 595 00:19:09,440 --> 00:19:11,020 past couple of years. Right. 596 00:19:11,080 --> 00:19:11,590 Because it always felt like 597 00:19:11,590 --> 00:19:12,860 in the past, the reality 598 00:19:12,860 --> 00:19:13,850 was always that some of 599 00:19:13,850 --> 00:19:15,580 those things were mutually exclusive. 600 00:19:15,820 --> 00:19:17,070 I could only save money 601 00:19:17,160 --> 00:19:19,010 if I decreased my customer 602 00:19:19,010 --> 00:19:20,900 experience, or I could only 603 00:19:20,900 --> 00:19:22,760 increase revenue if I spent 604 00:19:22,760 --> 00:19:24,130 more, and really the scenario 605 00:19:24,130 --> 00:19:25,470 you are talking about is 606 00:19:25,660 --> 00:19:27,210 it really is the best 607 00:19:27,210 --> 00:19:30,540 of both. Excellent. On that, I'm 608 00:19:30,540 --> 00:19:32,270 going to take us to 609 00:19:32,270 --> 00:19:35,910 our next poll question. This 610 00:19:35,910 --> 00:19:37,740 time, what we're curious about, 611 00:19:38,080 --> 00:19:38,590 for the folks that are 612 00:19:38,590 --> 00:19:41,520 participating is, which of this 613 00:19:41,520 --> 00:19:43,370 best describes your current contact 614 00:19:43,370 --> 00:19:46,090 center environment. There's a hint 615 00:19:46,090 --> 00:19:47,240 here is, this is where 616 00:19:47,240 --> 00:19:48,620 we are heading to the 617 00:19:48,770 --> 00:19:51,360 next topic. But really, we'd 618 00:19:51,360 --> 00:19:53,050 like to know where your 619 00:19:54,010 --> 00:19:55,950 current reality is. We know 620 00:19:55,950 --> 00:19:57,420 what all this technology first 621 00:19:57,420 --> 00:19:59,910 came about. The only way 622 00:19:59,910 --> 00:20:01,390 to consume was on premise, 623 00:20:01,390 --> 00:20:03,670 and certainly for, especially very 624 00:20:03,670 --> 00:20:06,790 large organizations, that is certainly 625 00:20:07,740 --> 00:20:09,340 still reality and still make 626 00:20:09,340 --> 00:20:11,080 sense. There are some that 627 00:20:11,080 --> 00:20:12,450 are in that in between 628 00:20:12,450 --> 00:20:14,360 and others that are fully 629 00:20:14,360 --> 00:20:16,640 cloud. Just curious as to 630 00:20:16,640 --> 00:20:19,600 where this audience stands with 631 00:20:19,600 --> 00:20:21,440 that. Let me jump to 632 00:20:22,210 --> 00:20:25,220 the results. All right. There 633 00:20:25,230 --> 00:20:26,590 we go. We have, over 634 00:20:26,590 --> 00:20:27,910 half that are still on 635 00:20:27,910 --> 00:20:31,320 prem, a good 30% still 636 00:20:31,320 --> 00:20:33,410 in between, and about 10% 637 00:20:33,410 --> 00:20:35,270 better that are on cloud. 638 00:20:35,410 --> 00:20:38,200 Excellent. With that, I am 639 00:20:38,200 --> 00:20:39,520 going to introduce our next 640 00:20:39,520 --> 00:20:41,530 topic, which is moving your 641 00:20:41,530 --> 00:20:43,530 context center to the cloud. 642 00:20:44,180 --> 00:20:45,880 Again, given just the poll 643 00:20:45,880 --> 00:20:48,980 result is certainly apropos for 644 00:20:48,980 --> 00:20:49,610 the folks that we have 645 00:20:49,610 --> 00:20:52,060 participating. On this one, David, if 646 00:20:52,060 --> 00:20:53,190 you'd like to start out. 647 00:20:54,010 --> 00:20:56,030 Yeah, it's interesting. Obviously, Microsoft 648 00:20:56,030 --> 00:20:57,350 has been in the on 649 00:20:57,350 --> 00:20:59,230 premises software world for a 650 00:20:59,230 --> 00:21:00,220 pretty long time. We've got 651 00:21:00,220 --> 00:21:02,410 a reasonable track record with 652 00:21:02,410 --> 00:21:04,700 companies in different geographies, different 653 00:21:04,700 --> 00:21:07,630 industries of delivering products on 654 00:21:07,630 --> 00:21:09,310 premises. We obviously believe in 655 00:21:09,310 --> 00:21:10,220 that model, we know we've 656 00:21:10,220 --> 00:21:11,790 worked at that model. What 657 00:21:11,790 --> 00:21:13,550 we've been able to see 658 00:21:13,550 --> 00:21:17,380 with this, frankly explosion, of 659 00:21:17,380 --> 00:21:19,710 data collection points, touch points 660 00:21:19,990 --> 00:21:21,360 is we've seen a need 661 00:21:21,360 --> 00:21:22,980 of greater scale and flexibility, 662 00:21:22,980 --> 00:21:23,980 which is why a lot 663 00:21:23,980 --> 00:21:25,160 of customers are starting to 664 00:21:25,160 --> 00:21:27,010 evaluate and even implement cloud- 665 00:21:27,010 --> 00:21:30,540 based technologies. I understand the 666 00:21:30,540 --> 00:21:32,290 concern there. If you've managed 667 00:21:32,290 --> 00:21:33,450 something within your own data 668 00:21:33,450 --> 00:21:34,450 center or your own IT 669 00:21:34,540 --> 00:21:36,070 environment, and then trying to 670 00:21:36,070 --> 00:21:38,390 move into somebody else's management 671 00:21:38,480 --> 00:21:39,960 infrastructure, it can be a 672 00:21:39,960 --> 00:21:41,430 little bit concerning. That's why 673 00:21:41,430 --> 00:21:43,270 we do see a lot 674 00:21:43,270 --> 00:21:44,440 of companies trying to do 675 00:21:44,440 --> 00:21:46,400 both, which is stick a 676 00:21:46,400 --> 00:21:47,570 toe in the water on 677 00:21:47,570 --> 00:21:48,810 what I should and how 678 00:21:48,810 --> 00:21:51,130 I should move technologies into 679 00:21:51,130 --> 00:21:53,820 the hybrid, or into the cloud 680 00:21:53,820 --> 00:21:55,280 environment while I still maintain 681 00:21:55,280 --> 00:21:57,180 some functions and features on 682 00:21:57,180 --> 00:22:00,620 premises. From our perspective, obviously 683 00:22:00,620 --> 00:22:01,810 Microsoft is here to support 684 00:22:01,810 --> 00:22:02,960 both of those scenarios, which 685 00:22:02,960 --> 00:22:03,910 is why our partnership with 686 00:22:03,910 --> 00:22:04,960 a company like Genesys has 687 00:22:04,960 --> 00:22:06,150 been so valuable to us. 688 00:22:06,420 --> 00:22:07,160 We know we've got a 689 00:22:07,160 --> 00:22:09,380 lot of on premises customers 690 00:22:09,380 --> 00:22:10,660 that need value out of 691 00:22:10,660 --> 00:22:12,220 a customer contact center, but 692 00:22:12,220 --> 00:22:13,100 we also know that the 693 00:22:13,100 --> 00:22:15,600 need and the volume, as 694 00:22:15,600 --> 00:22:17,810 well as that personalized experience, we 695 00:22:17,810 --> 00:22:19,020 need to be able to scale that. We 696 00:22:19,250 --> 00:22:22,170 need to do that in a secure data- driven approach. 697 00:22:22,630 --> 00:22:23,700 Because of the volume of 698 00:22:23,700 --> 00:22:25,460 touches, the volume of information that we're 699 00:22:25,460 --> 00:22:27,010 trying to exchange, that's why 700 00:22:27,010 --> 00:22:27,930 we see more and more 701 00:22:27,930 --> 00:22:30,200 hybrid implementations where you're doing 702 00:22:30,200 --> 00:22:31,490 some stuff on premises, but 703 00:22:31,480 --> 00:22:33,510 you're also starting to experience 704 00:22:34,020 --> 00:22:34,650 and use a little bit 705 00:22:34,810 --> 00:22:36,330 more functionality within the cloud. 706 00:22:36,800 --> 00:22:37,880 I know from our perspective, 707 00:22:37,880 --> 00:22:38,610 we obviously meet with a 708 00:22:38,610 --> 00:22:40,470 lot of CTOs and CIOs across the 709 00:22:40,470 --> 00:22:42,540 business. Hybrid has always been 710 00:22:42,540 --> 00:22:43,330 a key focus of their 711 00:22:43,330 --> 00:22:44,430 strategy. In fact, I don't 712 00:22:44,430 --> 00:22:46,360 know of one CTO or 713 00:22:46,440 --> 00:22:47,700 CIO that I've met in 714 00:22:47,700 --> 00:22:48,710 the past 10 years that 715 00:22:48,730 --> 00:22:49,670 has said, " Hey, I'm not 716 00:22:49,670 --> 00:22:50,850 interested in any cloud at 717 00:22:50,850 --> 00:22:52,260 all, but I'm also not 718 00:22:52,260 --> 00:22:53,880 going a hundred percent in 719 00:22:53,880 --> 00:22:56,070 on cloud workloads." I think 720 00:22:56,070 --> 00:22:57,020 it's a matter of what 721 00:22:57,020 --> 00:22:58,240 are you comfortable with, how 722 00:22:58,240 --> 00:22:59,400 can you prove out a 723 00:22:59,400 --> 00:23:01,470 construct, how can you make 724 00:23:01,470 --> 00:23:02,360 sure that you still have 725 00:23:02,360 --> 00:23:05,240 control over IT, but you can leverage 726 00:23:05,240 --> 00:23:07,560 somebody else's scale and security 727 00:23:07,560 --> 00:23:08,600 models, which is where we're 728 00:23:08,600 --> 00:23:10,120 seeing it. We're seeing more 729 00:23:10,120 --> 00:23:11,710 and more applications that are 730 00:23:11,710 --> 00:23:13,020 being run virtually or in 731 00:23:13,020 --> 00:23:15,670 a public cloud scenario. You'll 732 00:23:15,670 --> 00:23:17,840 see this, there's a hybrid 733 00:23:17,910 --> 00:23:19,410 approach here that's the majority. 734 00:23:19,410 --> 00:23:20,490 This slide right here is 735 00:23:20,490 --> 00:23:22,520 around 70% of people are 736 00:23:22,520 --> 00:23:24,010 pushing that as a primary 737 00:23:24,780 --> 00:23:27,370 strategy, but there's a little bit of a difference there 738 00:23:27,370 --> 00:23:28,790 between a private cloud versus 739 00:23:28,790 --> 00:23:29,820 something that you're hosting on 740 00:23:29,820 --> 00:23:31,330 your own versus a public 741 00:23:31,330 --> 00:23:34,440 cloud. You see the gigantic 742 00:23:34,440 --> 00:23:35,650 upswing in the past five 743 00:23:35,650 --> 00:23:37,130 years of public cloud adoption. 744 00:23:37,520 --> 00:23:38,960 The reason for that is, 745 00:23:38,960 --> 00:23:40,570 frankly, is about investment in 746 00:23:40,570 --> 00:23:42,500 the platform. I always have 747 00:23:42,500 --> 00:23:44,580 this conversation with CIOs that are 748 00:23:44,580 --> 00:23:45,810 nervous about moving into the 749 00:23:45,810 --> 00:23:47,280 cloud. I always ask them 750 00:23:47,280 --> 00:23:48,960 if they think that their 751 00:23:48,960 --> 00:23:50,450 company is investing more in R&D 752 00:23:51,160 --> 00:23:52,470 or security than a company 753 00:23:52,470 --> 00:23:55,300 like Microsoft would. We spend 754 00:23:55,500 --> 00:23:56,810 tens of billions of dollars 755 00:23:56,810 --> 00:23:58,420 a year in our infrastructure 756 00:23:58,620 --> 00:23:59,490 to make sure that it's 757 00:23:59,490 --> 00:24:01,270 secure, it's reliable and it's 758 00:24:01,280 --> 00:24:02,930 scalable, and it offers up 759 00:24:02,930 --> 00:24:04,700 services that then you can 760 00:24:04,700 --> 00:24:07,290 try, with a really low 761 00:24:07,290 --> 00:24:09,630 touch, efficient, quick mechanism, as 762 00:24:09,630 --> 00:24:10,830 opposed to having to buy, 763 00:24:10,830 --> 00:24:12,400 instead of new infrastructure on 764 00:24:12,400 --> 00:24:14,200 your own. That ability to 765 00:24:14,200 --> 00:24:16,000 leverage somebody else's scale in 766 00:24:16,000 --> 00:24:17,780 a quick format to do 767 00:24:18,120 --> 00:24:20,520 innovation and development work directly 768 00:24:20,520 --> 00:24:21,610 without having to purchase new 769 00:24:21,610 --> 00:24:24,110 hardware is one of the key benefits 770 00:24:24,190 --> 00:24:27,410 of the cloud. David, oh, 771 00:24:27,410 --> 00:24:30,700 sorry. Go ahead. to say that 772 00:24:30,920 --> 00:24:33,750 that is exactly the conversations 773 00:24:34,140 --> 00:24:35,670 we're having as well. It's 774 00:24:35,670 --> 00:24:37,100 actually one of our core 775 00:24:37,100 --> 00:24:38,610 pillars of our strategy, is 776 00:24:38,610 --> 00:24:40,130 to support our large premise 777 00:24:40,130 --> 00:24:43,240 number of customers to adopt 778 00:24:43,640 --> 00:24:46,720 and access innovation delivered through 779 00:24:46,720 --> 00:24:49,040 the cloud. That hybrid strategy 780 00:24:49,360 --> 00:24:51,210 of being able to access 781 00:24:51,210 --> 00:24:53,360 innovation in the cloud that 782 00:24:53,360 --> 00:24:54,680 Microsoft and Genesys are bringing 783 00:24:54,680 --> 00:24:56,940 together on Azure at the 784 00:24:56,940 --> 00:24:58,810 same time, helping them with 785 00:24:58,810 --> 00:25:00,580 a pathway so they can 786 00:25:00,660 --> 00:25:03,370 leverage their current investment on 787 00:25:03,370 --> 00:25:06,210 premise and phase and access 788 00:25:06,210 --> 00:25:07,990 today, but more importantly, have 789 00:25:07,990 --> 00:25:09,260 a pathway to move further 790 00:25:09,260 --> 00:25:10,970 into the cloud as their 791 00:25:11,960 --> 00:25:14,370 company needs and requirements change. 792 00:25:15,510 --> 00:25:18,180 That's exactly right. Everybody should 793 00:25:18,270 --> 00:25:19,320 be asking why cloud, and 794 00:25:19,320 --> 00:25:20,220 the number one thing is going to 795 00:25:20,220 --> 00:25:21,940 be scale. It's going to be scale 796 00:25:21,940 --> 00:25:23,340 and velocity in the market. 797 00:25:23,590 --> 00:25:24,690 You can spin up a 798 00:25:24,690 --> 00:25:27,340 cloud service much more, easily, 799 00:25:27,340 --> 00:25:29,890 cheaper, more efficient with greater 800 00:25:29,890 --> 00:25:32,240 integration quicker than you can 801 00:25:32,240 --> 00:25:33,360 build out in your own 802 00:25:33,360 --> 00:25:34,350 data center or your own 803 00:25:34,350 --> 00:25:35,970 on premises environment. As you 804 00:25:35,970 --> 00:25:37,630 think about a ton of 805 00:25:37,630 --> 00:25:38,470 data that needs to be 806 00:25:38,470 --> 00:25:39,410 processed, do you want to 807 00:25:39,410 --> 00:25:41,530 configure create, procure a server, 808 00:25:41,530 --> 00:25:42,070 or do you want to 809 00:25:42,070 --> 00:25:43,990 leverage somebody else's servers? The 810 00:25:43,990 --> 00:25:45,600 process turns it down from 811 00:25:45,600 --> 00:25:46,840 a month long to set 812 00:25:46,840 --> 00:25:48,110 the IT environment up to 813 00:25:48,110 --> 00:25:49,790 literally a process that you could 814 00:25:49,790 --> 00:25:53,050 implement in five minutes with 815 00:25:53,050 --> 00:25:55,640 much greater efficiency. The other 816 00:25:55,640 --> 00:25:56,510 thing that I always talk 817 00:25:56,510 --> 00:25:57,840 about with the cloud and something 818 00:25:57,840 --> 00:25:59,270 like a public cloud environment 819 00:25:59,270 --> 00:26:00,840 like Azure, being that we're 820 00:26:00,840 --> 00:26:02,530 the number one global provider 821 00:26:02,530 --> 00:26:03,860 of cloud services, we're in 822 00:26:03,920 --> 00:26:06,500 all of these different geographic locations, 823 00:26:06,510 --> 00:26:08,340 we've got data centers. We 824 00:26:08,340 --> 00:26:10,270 really believe in three fundamental 825 00:26:10,360 --> 00:26:12,060 scenarios. The first is about 826 00:26:12,060 --> 00:26:14,610 security. We are known as 827 00:26:14,610 --> 00:26:17,160 an enterprise company. The data 828 00:26:17,160 --> 00:26:18,820 and how we treat and manage 829 00:26:18,820 --> 00:26:20,340 the data is secure and 830 00:26:20,340 --> 00:26:21,880 companies rely on that. At the end of 831 00:26:22,170 --> 00:26:22,870 the day, if they have 832 00:26:22,870 --> 00:26:24,790 a data breach, that's a 833 00:26:25,070 --> 00:26:27,410 huge customer loyalty dissatisfaction issue. 834 00:26:28,070 --> 00:26:29,160 Oftentimes, we're seeing a lot 835 00:26:29,160 --> 00:26:30,380 of companies migrate to Azure 836 00:26:30,380 --> 00:26:31,450 just because they want to 837 00:26:31,450 --> 00:26:32,240 make sure that they've got 838 00:26:32,240 --> 00:26:34,100 best in class security processes 839 00:26:34,480 --> 00:26:35,680 and they've got best in 840 00:26:35,900 --> 00:26:39,120 class access management processes that 841 00:26:39,120 --> 00:26:41,020 they're able to enable. The 842 00:26:41,250 --> 00:26:42,950 second thing is around compliance. 843 00:26:43,350 --> 00:26:44,420 There are so many different 844 00:26:44,420 --> 00:26:45,600 international buyers. Now, if I 845 00:26:45,600 --> 00:26:47,120 think about companies and how 846 00:26:47,120 --> 00:26:48,320 people are interacting with their 847 00:26:48,320 --> 00:26:50,180 platform, it's no longer just 848 00:26:50,180 --> 00:26:52,960 a small geographic footprint. The 849 00:26:52,960 --> 00:26:53,960 goal of every company is to 850 00:26:54,050 --> 00:26:55,740 have a global user base 851 00:26:55,740 --> 00:26:59,020 or customer base. Companies interacting 852 00:26:59,020 --> 00:27:00,440 or customers interacting with your 853 00:27:00,450 --> 00:27:04,190 product across multiple locations, really, 854 00:27:04,190 --> 00:27:06,360 really important, as you think 855 00:27:06,360 --> 00:27:08,020 about, are we meeting local 856 00:27:08,030 --> 00:27:09,870 compliancy requirements, or whatever that 857 00:27:09,870 --> 00:27:11,030 government is or whatever that 858 00:27:11,030 --> 00:27:13,350 reporting agency is. Microsoft has 859 00:27:13,350 --> 00:27:15,770 all kinds of compliancy certifications. 860 00:27:15,950 --> 00:27:17,510 Think about healthcare and federal 861 00:27:17,510 --> 00:27:20,710 scenarios and international trade scenarios. 862 00:27:21,520 --> 00:27:22,500 Our data center and how 863 00:27:22,500 --> 00:27:24,270 we treat, manage, protect and 864 00:27:24,270 --> 00:27:26,410 secure data is compliant across 865 00:27:26,410 --> 00:27:29,100 all of those scenarios. The third 866 00:27:29,100 --> 00:27:29,960 scenario, I would say it's 867 00:27:29,960 --> 00:27:32,640 truly about scalability and reliability. 868 00:27:32,730 --> 00:27:34,290 We're a global footprint, obviously 869 00:27:34,290 --> 00:27:35,130 you see a slide here 870 00:27:35,130 --> 00:27:35,930 with some of our data 871 00:27:35,930 --> 00:27:38,300 center footprints, but I'll give 872 00:27:38,300 --> 00:27:39,590 you the perfect example of 873 00:27:39,590 --> 00:27:41,350 why customers and partners are 874 00:27:41,350 --> 00:27:42,260 moving more and more of 875 00:27:42,260 --> 00:27:43,630 their infrastructure to the cloud. 876 00:27:44,030 --> 00:27:45,000 I'd love to say it's 877 00:27:45,410 --> 00:27:46,520 always because of the work 878 00:27:46,520 --> 00:27:47,780 that we're doing, obviously with 879 00:27:47,780 --> 00:27:50,410 our investments and infrastructure, but 880 00:27:50,410 --> 00:27:52,040 it also relies on the fact that there are a 881 00:27:52,040 --> 00:27:53,070 ton of other companies that 882 00:27:53,070 --> 00:27:54,140 are doing the exact same 883 00:27:54,140 --> 00:27:56,400 thing. The access to actually 884 00:27:56,400 --> 00:27:58,420 integrate your product and what 885 00:27:58,420 --> 00:28:00,220 you're doing with other products 886 00:28:00,220 --> 00:28:01,560 that are in Azure. That 887 00:28:01,560 --> 00:28:04,190 integration and scalability through the whole 888 00:28:04,190 --> 00:28:06,250 partner and product ecosystem becomes 889 00:28:06,250 --> 00:28:07,990 much more easier. If you 890 00:28:07,990 --> 00:28:09,550 think about customers wanting to 891 00:28:09,550 --> 00:28:11,490 know who you are, have 892 00:28:11,490 --> 00:28:13,830 that personalized experience, they don't just 893 00:28:14,060 --> 00:28:14,960 want it in your platform, 894 00:28:15,280 --> 00:28:16,030 they want it in every 895 00:28:16,030 --> 00:28:19,160 platform, and they would love to see that integration happening, and the 896 00:28:19,160 --> 00:28:20,740 cloud breaks those barriers down, 897 00:28:20,740 --> 00:28:22,390 where you can actually implement 898 00:28:22,440 --> 00:28:24,310 a product, be integrated on a public 899 00:28:24,660 --> 00:28:25,780 cloud, and they get access 900 00:28:25,780 --> 00:28:27,050 to other ISVs or other 901 00:28:27,050 --> 00:28:28,550 products that you then can 902 00:28:28,550 --> 00:28:30,250 have a seamless experience going 903 00:28:30,250 --> 00:28:31,990 in between with, and I think that's really the 904 00:28:31,990 --> 00:28:33,860 benefit that we've seen with Genesys and 905 00:28:33,860 --> 00:28:35,340 Azure. A user can pop 906 00:28:35,340 --> 00:28:37,250 into an Office 365 account, 907 00:28:37,620 --> 00:28:38,790 but then can immediately go 908 00:28:38,790 --> 00:28:40,900 into their Genesys platform, and all 909 00:28:41,000 --> 00:28:42,140 of their credentials, who they 910 00:28:42,140 --> 00:28:43,750 work for, what their organization 911 00:28:43,750 --> 00:28:45,180 is, is replicated in that 912 00:28:45,180 --> 00:28:46,910 exact same environment. That's the 913 00:28:46,910 --> 00:28:48,530 power of cloud scalability and 914 00:28:48,530 --> 00:28:49,360 how we want to integrate 915 00:28:49,360 --> 00:28:52,140 across different products. The final 916 00:28:52,140 --> 00:28:53,880 thing I would say on the 917 00:28:53,880 --> 00:28:55,770 power of Azure is this 918 00:28:56,110 --> 00:28:58,410 foundation at scale, to make 919 00:28:58,410 --> 00:29:00,210 sure that we're secure. We've 920 00:29:00,210 --> 00:29:01,870 got the physical data center, 921 00:29:01,950 --> 00:29:03,250 we've got this global cloud 922 00:29:03,250 --> 00:29:04,560 infrastructure out there, and then 923 00:29:04,560 --> 00:29:06,210 we've got this operational security 924 00:29:06,210 --> 00:29:08,210 that happens at the forefront. 925 00:29:08,700 --> 00:29:10,980 When we were first launching 926 00:29:10,980 --> 00:29:13,240 our cloud footprint, several years 927 00:29:13,240 --> 00:29:14,640 ago, we didn't have data 928 00:29:14,640 --> 00:29:16,680 centers in every geographic location. 929 00:29:17,490 --> 00:29:19,480 The latency or the availability 930 00:29:19,480 --> 00:29:21,210 of data getting to you 931 00:29:21,210 --> 00:29:22,440 at the local environment was 932 00:29:22,440 --> 00:29:23,640 very challenging. If you think about 933 00:29:23,990 --> 00:29:24,960 that as a customer contact 934 00:29:24,960 --> 00:29:26,470 center, you can't really log 935 00:29:26,470 --> 00:29:27,870 into a customer profile and 936 00:29:27,870 --> 00:29:29,320 then watch that spinning wheel 937 00:29:29,320 --> 00:29:30,390 while you're trying to pull 938 00:29:30,390 --> 00:29:33,010 data across geographic time zones. 939 00:29:33,310 --> 00:29:34,650 Now, because we've got all 940 00:29:34,650 --> 00:29:35,920 these different data centers over 941 00:29:35,920 --> 00:29:37,610 a hundred now worldwide, and 942 00:29:37,610 --> 00:29:39,310 because we're replicating backup data 943 00:29:39,310 --> 00:29:40,780 in a constant basis between 944 00:29:40,780 --> 00:29:42,700 data centers, you always have 945 00:29:42,740 --> 00:29:45,400 super high availability scenarios where 946 00:29:45,400 --> 00:29:47,850 data and customer experiences are seamless 947 00:29:48,040 --> 00:29:49,670 and they're connected. You're always 948 00:29:49,670 --> 00:29:52,030 connected to the latest best 949 00:29:52,030 --> 00:29:53,970 in time information about your 950 00:29:53,970 --> 00:29:55,900 customer and your experience. That 951 00:29:55,900 --> 00:29:57,390 not only obviously improves the 952 00:29:57,390 --> 00:29:59,870 customer experience, improves your employee experience 953 00:30:00,700 --> 00:30:01,750 for how they're leveraging the 954 00:30:01,750 --> 00:30:02,830 tools and how they have 955 00:30:02,830 --> 00:30:08,610 access to information. Excellent. With 956 00:30:08,610 --> 00:30:10,580 that, I'm going to move us 957 00:30:10,580 --> 00:30:12,190 to the topic, which is 958 00:30:12,910 --> 00:30:13,970 just one certainly I know 959 00:30:13,970 --> 00:30:14,960 all of us at Genesys are 960 00:30:14,960 --> 00:30:16,780 very proud of, is that 961 00:30:16,860 --> 00:30:19,040 Microsoft is one of our, 962 00:30:19,520 --> 00:30:20,500 by all means, smart key 963 00:30:20,500 --> 00:30:23,070 customers. David, Jeff, I don't 964 00:30:23,070 --> 00:30:23,360 know if you want to 965 00:30:23,360 --> 00:30:24,590 share a little bit about 966 00:30:24,910 --> 00:30:26,730 Microsoft as a Genesys customer. 967 00:30:27,780 --> 00:30:29,030 Yeah. What I will say 968 00:30:29,030 --> 00:30:30,500 is we've used Genesys and 969 00:30:30,500 --> 00:30:32,030 the Genesys platform for years, 970 00:30:32,060 --> 00:30:33,220 and I'll tell you the 971 00:30:33,220 --> 00:30:34,620 three reasons why is one, 972 00:30:34,990 --> 00:30:35,810 it's an all in one 973 00:30:35,810 --> 00:30:37,180 shop, and that's the simplest way 974 00:30:37,660 --> 00:30:38,450 I can put it. It 975 00:30:38,450 --> 00:30:40,940 captures data and touches across 976 00:30:40,940 --> 00:30:43,070 multiple, that omni- channel experience 977 00:30:43,070 --> 00:30:44,160 and helps us aggregate it. 978 00:30:44,900 --> 00:30:47,320 Number two, the customization that 979 00:30:47,320 --> 00:30:48,130 we're allowed to do on 980 00:30:48,130 --> 00:30:50,160 top of that is really important 981 00:30:50,160 --> 00:30:50,900 for us. I talked about some of 982 00:30:51,480 --> 00:30:52,440 the analytics that we can 983 00:30:52,440 --> 00:30:53,910 drive out of Genesys to 984 00:30:53,910 --> 00:30:55,410 figure out better scripting for 985 00:30:55,410 --> 00:30:57,020 the repeat college scenario, as 986 00:30:57,050 --> 00:30:58,390 an example. The fact that 987 00:30:58,390 --> 00:30:59,730 we can leverage the data and 988 00:31:00,100 --> 00:31:01,760 the infrastructure within Genesys to 989 00:31:01,760 --> 00:31:03,570 develop smarter bots and virtual 990 00:31:03,570 --> 00:31:05,890 assistants and virtual agent work 991 00:31:05,890 --> 00:31:07,840 is really, really important. How 992 00:31:07,840 --> 00:31:09,270 we take the Genesys platform 993 00:31:09,270 --> 00:31:11,530 and then can use the analytics and information that 994 00:31:11,530 --> 00:31:13,040 we're capturing there to make 995 00:31:13,040 --> 00:31:14,840 the entire experience ecosystem better 996 00:31:15,370 --> 00:31:16,370 is a lot more valuable 997 00:31:16,370 --> 00:31:18,530 for us. Then number three, 998 00:31:19,090 --> 00:31:20,610 the Genesys platform is secure, 999 00:31:20,830 --> 00:31:22,900 it's reliable, and it actually 1000 00:31:22,900 --> 00:31:24,400 does all the functionality that 1001 00:31:24,400 --> 00:31:25,090 we need it to do. 1002 00:31:25,090 --> 00:31:26,540 If you think about working 1003 00:31:26,540 --> 00:31:29,050 through a customer contact scenarios 1004 00:31:29,050 --> 00:31:30,190 and how we're helping. Yeah, 1005 00:31:30,190 --> 00:31:32,140 we've been a Genesys customer 1006 00:31:32,140 --> 00:31:33,170 for a long time. In 1007 00:31:33,270 --> 00:31:35,120 fact, when I think about the 1008 00:31:35,120 --> 00:31:36,780 volume of activity that we've 1009 00:31:36,780 --> 00:31:38,580 managed through that infrastructure, I 1010 00:31:38,580 --> 00:31:40,500 mean 73 million calls per 1011 00:31:40,500 --> 00:31:41,880 year, by the way, this 1012 00:31:41,880 --> 00:31:44,480 slide is from January. That's 1013 00:31:44,480 --> 00:31:45,510 already up to over 80 1014 00:31:45,510 --> 00:31:46,920 million calls now, is our 1015 00:31:46,920 --> 00:31:48,020 run rate right now per 1016 00:31:48,020 --> 00:31:49,620 year, which is incredible. We 1017 00:31:49,620 --> 00:31:52,680 now train over 32,000 agents 1018 00:31:52,680 --> 00:31:54,500 on an annual basis of 1019 00:31:54,500 --> 00:31:55,750 how they need to support 1020 00:31:55,930 --> 00:31:58,120 and interact with customers. These 1021 00:31:58,120 --> 00:32:00,740 are dispersed across 160 different 1022 00:32:00,740 --> 00:32:02,720 countries with different language and 1023 00:32:02,720 --> 00:32:05,270 localization scenarios. We've got now 1024 00:32:05,270 --> 00:32:07,340 85 call centers that we 1025 00:32:07,340 --> 00:32:09,110 actually take direct integration with 1026 00:32:09,110 --> 00:32:10,750 customers. In fact, one of 1027 00:32:10,750 --> 00:32:12,400 our sales teams is now 1028 00:32:12,400 --> 00:32:13,660 primarily driven out of a 1029 00:32:13,660 --> 00:32:15,500 call center where we're actually 1030 00:32:15,500 --> 00:32:18,230 delivering customer relationships and technology 1031 00:32:18,230 --> 00:32:20,240 pitches through a call center 1032 00:32:20,240 --> 00:32:22,560 infrastructure. How we embed our 1033 00:32:22,560 --> 00:32:24,410 product sales strategy and our 1034 00:32:24,410 --> 00:32:26,280 pricing terms into the Genesys 1035 00:32:26,280 --> 00:32:28,150 platform is another great example 1036 00:32:28,150 --> 00:32:29,650 of being able to leverage 1037 00:32:29,650 --> 00:32:30,770 the information we have on 1038 00:32:30,770 --> 00:32:31,850 customers to drive a more 1039 00:32:31,850 --> 00:32:34,820 personalized experience. We have over 1040 00:32:34,820 --> 00:32:37,410 130,000 individual conversations. Those are 1041 00:32:37,410 --> 00:32:39,100 in person conversations with people. 1042 00:32:39,810 --> 00:32:40,740 If you think about the 1043 00:32:40,740 --> 00:32:41,960 volume of calls that we 1044 00:32:41,960 --> 00:32:42,850 get and how many we 1045 00:32:42,850 --> 00:32:44,240 can solve virtually, it's a 1046 00:32:44,240 --> 00:32:46,490 gigantic number. That's the power 1047 00:32:46,490 --> 00:32:47,860 of again, analytics within the 1048 00:32:47,860 --> 00:32:50,460 platform. The last thing I 1049 00:32:50,460 --> 00:32:51,530 would say about this is, 1050 00:32:52,300 --> 00:32:54,020 we are a huge Genesys 1051 00:32:54,020 --> 00:32:55,310 customer, we've used the platform 1052 00:32:55,310 --> 00:32:56,780 for years. The reason why 1053 00:32:56,780 --> 00:32:57,770 we're so excited and we've 1054 00:32:57,770 --> 00:32:59,130 invested so much into this 1055 00:32:59,130 --> 00:33:00,950 migration into the Azure story 1056 00:33:01,270 --> 00:33:02,490 is specifically because we need 1057 00:33:02,490 --> 00:33:03,990 that scale. We need more 1058 00:33:03,990 --> 00:33:05,250 data, we need more volume, 1059 00:33:05,250 --> 00:33:07,210 we need more integration to 1060 00:33:07,210 --> 00:33:09,090 drive a lot more volume 1061 00:33:09,090 --> 00:33:10,100 in analytics out of that 1062 00:33:10,100 --> 00:33:12,410 platform. I'm ecstatic that we're 1063 00:33:12,410 --> 00:33:14,530 now migrating the on premises 1064 00:33:14,530 --> 00:33:15,700 piece into Azure, so we 1065 00:33:15,700 --> 00:33:17,160 can take care and take 1066 00:33:17,160 --> 00:33:18,760 advantage of all of those advantages 1067 00:33:18,850 --> 00:33:20,210 that public cloud brings while 1068 00:33:20,210 --> 00:33:21,860 still maintaining the experience and 1069 00:33:21,860 --> 00:33:23,300 usability of the Genesys platform. 1070 00:33:24,680 --> 00:33:26,460 Now, thanks David. That, I 1071 00:33:26,460 --> 00:33:28,980 think really highlights, I guess, 1072 00:33:29,060 --> 00:33:30,420 the power of the Genesys 1073 00:33:30,420 --> 00:33:32,330 Engage platform. Now we're taking it to 1074 00:33:32,490 --> 00:33:33,250 the next level to give 1075 00:33:33,250 --> 00:33:35,310 a pathway to a secure 1076 00:33:35,670 --> 00:33:39,140 global and scalable global cloud 1077 00:33:39,140 --> 00:33:41,130 platform like Azure. What we 1078 00:33:41,130 --> 00:33:43,030 see is, it's really providing 1079 00:33:43,030 --> 00:33:46,470 that pathway. Again, that hybrid 1080 00:33:46,470 --> 00:33:48,840 pathway for customers, because one 1081 00:33:48,840 --> 00:33:49,360 of the things that I 1082 00:33:49,360 --> 00:33:50,730 love about the Microsoft story 1083 00:33:50,730 --> 00:33:53,750 with Engage is you've got 1084 00:33:53,900 --> 00:33:55,990 that platform there that you 1085 00:33:55,990 --> 00:33:56,570 have all this out of 1086 00:33:56,570 --> 00:33:58,090 the box capability, but you 1087 00:33:58,090 --> 00:33:59,930 can also craft it, customize 1088 00:33:59,930 --> 00:34:01,380 it and integrate it in 1089 00:34:01,380 --> 00:34:02,610 a way that suits your 1090 00:34:02,610 --> 00:34:06,370 business. You can really maximize 1091 00:34:06,370 --> 00:34:07,300 that investment, but at the 1092 00:34:07,300 --> 00:34:08,750 same time, control the customer 1093 00:34:09,070 --> 00:34:11,320 experience and a great story. 1094 00:34:11,320 --> 00:34:15,300 Thank you. Jeff, that leads 1095 00:34:15,300 --> 00:34:16,840 us actually to... it's our 1096 00:34:16,840 --> 00:34:18,420 segue into the next topic, 1097 00:34:18,420 --> 00:34:20,730 which is taking that personalized 1098 00:34:20,730 --> 00:34:23,110 customer experience and delivering that 1099 00:34:23,110 --> 00:34:25,500 with cloud- based contact center. 1100 00:34:27,280 --> 00:34:32,240 Thanks Bobbi. We've talked about 1101 00:34:32,380 --> 00:34:34,630 the importance of personalization and 1102 00:34:34,630 --> 00:34:36,610 we've talked about the trend 1103 00:34:36,640 --> 00:34:38,380 and obviously the desire about 1104 00:34:38,380 --> 00:34:39,440 moving into the cloud as 1105 00:34:39,440 --> 00:34:40,810 well, but at the same 1106 00:34:40,810 --> 00:34:42,270 time, how do you bring 1107 00:34:42,270 --> 00:34:44,030 that personalization and moving to 1108 00:34:44,030 --> 00:34:44,890 the cloud together at the 1109 00:34:44,890 --> 00:34:49,120 same time? What we see 1110 00:34:49,160 --> 00:34:52,580 is that sophisticated enterprises are 1111 00:34:52,690 --> 00:34:54,100 really looking for some key 1112 00:34:54,100 --> 00:34:55,510 elements that we've already started 1113 00:34:55,510 --> 00:34:56,960 touching on, and that is 1114 00:34:57,160 --> 00:34:58,270 they want to provide that 1115 00:34:58,270 --> 00:35:01,240 great customer experience really, and 1116 00:35:01,240 --> 00:35:02,940 that's across all touch points, 1117 00:35:03,130 --> 00:35:04,300 across all parts of the 1118 00:35:04,300 --> 00:35:06,470 business, no matter who I 1119 00:35:06,480 --> 00:35:08,300 interact with, what I interact 1120 00:35:08,300 --> 00:35:09,620 with, when I interact, and 1121 00:35:09,620 --> 00:35:11,420 how I interact, I want 1122 00:35:12,070 --> 00:35:13,060 you to know me, I 1123 00:35:13,060 --> 00:35:14,410 want you to understand me, 1124 00:35:14,470 --> 00:35:16,640 I want that empathetic connection. 1125 00:35:17,700 --> 00:35:18,460 It's really being able to 1126 00:35:18,460 --> 00:35:20,470 drive those moments of truth. 1127 00:35:20,920 --> 00:35:23,240 The same time, access to 1128 00:35:23,240 --> 00:35:24,720 innovation. We talked about that 1129 00:35:24,720 --> 00:35:28,190 hybrid model in the cloud 1130 00:35:28,610 --> 00:35:30,750 Genesys Engage on Azure is 1131 00:35:30,750 --> 00:35:35,250 developing innovation around the things 1132 00:35:35,250 --> 00:35:36,040 that matter. They're going to 1133 00:35:36,040 --> 00:35:38,390 drive efficiencies and improve that 1134 00:35:38,390 --> 00:35:41,120 personalization. Really, at the end 1135 00:35:41,120 --> 00:35:42,370 of the day, provide that 1136 00:35:42,380 --> 00:35:45,340 customer experience. That's utilizing technologies around 1137 00:35:45,340 --> 00:35:47,730 AI, machine learning, creating those 1138 00:35:47,730 --> 00:35:49,270 self- service bots, but at 1139 00:35:49,270 --> 00:35:52,350 the same time, predicting what 1140 00:35:52,350 --> 00:35:53,540 the best way to provide 1141 00:35:53,540 --> 00:35:55,610 that experience through predictive engagement 1142 00:35:55,770 --> 00:35:57,340 or the way we assist 1143 00:35:57,660 --> 00:35:59,590 our agents to service those 1144 00:35:59,590 --> 00:36:04,320 customers. At the same time, 1145 00:36:04,320 --> 00:36:04,980 what we want to be 1146 00:36:04,980 --> 00:36:06,450 able to do is not 1147 00:36:06,450 --> 00:36:07,700 just provide access to this 1148 00:36:07,700 --> 00:36:09,850 innovation and these customer experiences, 1149 00:36:09,850 --> 00:36:12,870 but choice and flexibility, because 1150 00:36:15,070 --> 00:36:19,230 sophisticated enterprises are really wanting 1151 00:36:19,240 --> 00:36:20,500 choice in the way they 1152 00:36:20,500 --> 00:36:22,750 deploy that's going to meet their 1153 00:36:22,750 --> 00:36:24,810 needs at an architectural level, 1154 00:36:25,020 --> 00:36:27,530 a network level, communications level, 1155 00:36:27,800 --> 00:36:28,640 and the way they want 1156 00:36:28,640 --> 00:36:30,250 to manage their resources at 1157 00:36:30,250 --> 00:36:32,710 an operational level, and decide 1158 00:36:32,710 --> 00:36:33,500 when they move to the 1159 00:36:33,500 --> 00:36:35,410 cloud and at what pace. 1160 00:36:35,410 --> 00:36:39,080 What this has the impact 1161 00:36:39,080 --> 00:36:41,640 of really allowing organizations to 1162 00:36:41,640 --> 00:36:44,390 do is maintain control that 1163 00:36:44,390 --> 00:36:47,500 suits their business requirements. If 1164 00:36:47,500 --> 00:36:48,650 you can maintain the right 1165 00:36:48,650 --> 00:36:50,120 levels of control, and knowing 1166 00:36:50,120 --> 00:36:51,220 that you've got the right 1167 00:36:51,220 --> 00:36:53,500 partners like Microsoft and Genesys 1168 00:36:53,900 --> 00:36:55,620 to provide the platform to scale and 1169 00:36:55,620 --> 00:36:58,100 grow into the cloud and 1170 00:36:58,450 --> 00:37:00,100 integrate with your premise solution 1171 00:37:00,100 --> 00:37:01,710 around innovation, then you can 1172 00:37:01,710 --> 00:37:02,610 start looking at how you 1173 00:37:02,610 --> 00:37:04,910 reduce costs, but more importantly, 1174 00:37:04,950 --> 00:37:06,480 how you provide that experience 1175 00:37:06,570 --> 00:37:10,950 and really provide that moment 1176 00:37:10,950 --> 00:37:15,280 of truth. What we're talking 1177 00:37:15,760 --> 00:37:17,190 about really is what we've 1178 00:37:17,190 --> 00:37:19,620 announced last month with Microsoft, and that was 1179 00:37:20,110 --> 00:37:22,030 around Genesys Engage on Microsoft 1180 00:37:22,030 --> 00:37:24,700 Azure, Bobbi. It is, and 1181 00:37:24,700 --> 00:37:26,340 it's very exciting. I know 1182 00:37:26,340 --> 00:37:28,170 we are heads down with 1183 00:37:28,200 --> 00:37:30,140 2020 with the work that 1184 00:37:30,140 --> 00:37:32,410 we are doing. Jeff, David, 1185 00:37:32,410 --> 00:37:33,440 if you want to give us 1186 00:37:33,440 --> 00:37:34,470 a little bit more insight 1187 00:37:34,470 --> 00:37:35,700 into what we're doing putting 1188 00:37:35,700 --> 00:37:37,210 Engage on Azure, and I 1189 00:37:37,210 --> 00:37:38,590 know that the topic is probably going to 1190 00:37:38,590 --> 00:37:41,380 lead us into containers. Yes. 1191 00:37:43,400 --> 00:37:45,360 Genesys Engage has been... we've 1192 00:37:45,360 --> 00:37:46,900 had customers for many years. 1193 00:37:47,470 --> 00:37:48,410 You've heard the story about 1194 00:37:48,670 --> 00:37:51,540 Microsoft on Genesys Engage and what they're 1195 00:37:51,540 --> 00:37:52,700 doing, and how they're really 1196 00:37:53,020 --> 00:37:55,100 driving their customer experience. We're 1197 00:37:55,420 --> 00:37:56,890 really proud of what we're 1198 00:37:56,890 --> 00:37:57,950 doing with Microsoft, but we're 1199 00:37:57,950 --> 00:37:59,400 really proud of how we're 1200 00:37:59,400 --> 00:38:02,010 helping companies provide that personalization 1201 00:38:02,010 --> 00:38:03,680 and that experience. But one 1202 00:38:03,710 --> 00:38:05,080 of the things to really 1203 00:38:05,080 --> 00:38:06,480 scale and grow for these 1204 00:38:06,570 --> 00:38:10,150 large enterprises that need choice 1205 00:38:10,150 --> 00:38:12,080 in architecture is, with Genesys 1206 00:38:12,080 --> 00:38:13,790 Engage on Microsoft Azure, which 1207 00:38:13,790 --> 00:38:15,690 we announced last month, we're 1208 00:38:15,690 --> 00:38:19,410 actually architecting the whole solution 1209 00:38:19,500 --> 00:38:22,480 using containers and containerization technology. 1210 00:38:22,480 --> 00:38:24,100 I just want to spend 1211 00:38:24,100 --> 00:38:24,810 a moment on some of 1212 00:38:25,580 --> 00:38:27,700 the advantages of why containers 1213 00:38:27,700 --> 00:38:29,250 are an important technology and 1214 00:38:29,250 --> 00:38:30,480 what this will mean for 1215 00:38:30,480 --> 00:38:31,870 customers that are looking to 1216 00:38:31,870 --> 00:38:33,810 move to the cloud, and 1217 00:38:33,810 --> 00:38:34,940 not just in the cloud, 1218 00:38:34,940 --> 00:38:36,290 but into private models as 1219 00:38:36,290 --> 00:38:39,910 well. By using cloud technology 1220 00:38:40,040 --> 00:38:42,510 is a continual upgrade cycle. 1221 00:38:42,820 --> 00:38:44,230 That rather than in a 1222 00:38:44,230 --> 00:38:46,510 premise situation where you have 1223 00:38:46,510 --> 00:38:48,240 to do upgrades, run business 1224 00:38:48,240 --> 00:38:50,120 cases and prove out the 1225 00:38:50,120 --> 00:38:52,220 return in investment. It's very 1226 00:38:52,220 --> 00:38:53,770 much could be years behind 1227 00:38:53,770 --> 00:38:54,940 the cycle of when the 1228 00:38:54,940 --> 00:38:56,300 features and capabilities that are 1229 00:38:56,300 --> 00:38:58,660 delivered by Genesys and Microsoft are 1230 00:38:58,660 --> 00:39:01,930 available. Now, using cloud technology, 1231 00:39:01,980 --> 00:39:03,220 that's one of the advantages, 1232 00:39:04,630 --> 00:39:06,910 have access to it immediately. 1233 00:39:06,910 --> 00:39:10,050 That can be delivered in 1234 00:39:10,050 --> 00:39:11,250 the cloud through a public 1235 00:39:11,250 --> 00:39:12,820 cloud, all through a private 1236 00:39:12,820 --> 00:39:14,150 cloud on your own premise 1237 00:39:14,150 --> 00:39:16,310 using container technology, which is 1238 00:39:16,310 --> 00:39:18,230 a cloud technology. This makes 1239 00:39:18,230 --> 00:39:19,960 it very easy to manage 1240 00:39:20,380 --> 00:39:22,710 a single architecture. At the 1241 00:39:22,710 --> 00:39:25,030 same time, it gives customers 1242 00:39:25,030 --> 00:39:27,650 control on when and how 1243 00:39:27,650 --> 00:39:29,080 they deploy this to suit 1244 00:39:29,160 --> 00:39:33,740 their business. With that, what 1245 00:39:33,740 --> 00:39:35,990 we have done with Genesys 1246 00:39:36,340 --> 00:39:37,470 Engage on Azure, it's a 1247 00:39:37,470 --> 00:39:40,740 full multi- cloud model, completely 1248 00:39:40,740 --> 00:39:44,130 re- architected using containerization technology. 1249 00:39:45,130 --> 00:39:46,190 That will ensure that the 1250 00:39:46,190 --> 00:39:49,450 most challenging enterprises that have 1251 00:39:49,450 --> 00:39:53,540 really complex communications need, network 1252 00:39:53,540 --> 00:39:56,470 needs, security needs have choice 1253 00:39:56,470 --> 00:39:57,500 in the way they want 1254 00:39:57,500 --> 00:39:58,750 to deliver it. Be it 1255 00:39:58,840 --> 00:40:01,010 public cloud on Azure, be 1256 00:40:01,010 --> 00:40:03,010 a private cloud on premise 1257 00:40:03,010 --> 00:40:05,220 Azure stack. You'll be able 1258 00:40:05,220 --> 00:40:06,900 to have those choices in 1259 00:40:06,950 --> 00:40:08,800 design or even in a 1260 00:40:08,800 --> 00:40:10,840 hybrid model. That's going to 1261 00:40:10,840 --> 00:40:12,890 reduce the use of virtual 1262 00:40:12,890 --> 00:40:14,910 machines, which has a lot of 1263 00:40:14,910 --> 00:40:17,940 footprint using containers, but it 1264 00:40:17,940 --> 00:40:19,910 also allows complete orchestration at 1265 00:40:19,910 --> 00:40:23,630 an operational level. Now, on 1266 00:40:23,630 --> 00:40:25,140 that, David, you've got some 1267 00:40:25,140 --> 00:40:26,860 thoughts on that? Yeah, for 1268 00:40:26,860 --> 00:40:28,550 sure. I thought Ben actually 1269 00:40:28,550 --> 00:40:29,330 asked a question here, is 1270 00:40:29,330 --> 00:40:33,240 Genesys Microsoft offering going to 1271 00:40:33,240 --> 00:40:35,440 go market on Microsoft Azure? 1272 00:40:35,440 --> 00:40:36,590 Absolutely. That's why we're here and 1273 00:40:36,710 --> 00:40:37,670 we're talking about it. I 1274 00:40:37,670 --> 00:40:39,140 think the power of containers, 1275 00:40:39,140 --> 00:40:40,360 if we think about technical 1276 00:40:40,650 --> 00:40:43,150 integrity of a product, what 1277 00:40:43,410 --> 00:40:44,770 containers allows us to do 1278 00:40:44,820 --> 00:40:46,100 when we put the technology 1279 00:40:46,100 --> 00:40:47,490 into these blocks is allow 1280 00:40:47,490 --> 00:40:48,650 them to easily pour in 1281 00:40:48,650 --> 00:40:50,700 between these environments on premise 1282 00:40:50,940 --> 00:40:52,450 to a public cloud, public 1283 00:40:52,450 --> 00:40:53,670 cloud to public cloud and 1284 00:40:53,670 --> 00:40:54,790 integrate a little bit better. 1285 00:40:55,170 --> 00:40:55,980 The reason why you would 1286 00:40:55,980 --> 00:40:57,030 want to do that obviously 1287 00:40:57,030 --> 00:40:57,640 is because we're going to 1288 00:40:57,640 --> 00:40:58,980 continue to innovate and drive 1289 00:40:58,980 --> 00:41:01,790 scale and products within Azure 1290 00:41:01,980 --> 00:41:03,110 that don't exist on the 1291 00:41:03,110 --> 00:41:04,360 on premises side, or don't 1292 00:41:04,360 --> 00:41:06,010 exist with our products on 1293 00:41:06,010 --> 00:41:07,070 premise, or maybe another public 1294 00:41:07,230 --> 00:41:09,440 provider doesn't provide the same 1295 00:41:09,440 --> 00:41:11,580 extent toward. Instead of having 1296 00:41:11,580 --> 00:41:12,760 to re- architect the entire 1297 00:41:12,760 --> 00:41:13,950 solution, we can do it 1298 00:41:13,950 --> 00:41:15,860 in these blocks to make 1299 00:41:15,860 --> 00:41:17,090 sure that the Genesys platform 1300 00:41:17,090 --> 00:41:19,020 is taking advantage of the 1301 00:41:19,020 --> 00:41:20,490 best and brightest out of 1302 00:41:20,490 --> 00:41:21,990 a public cloud offering while 1303 00:41:21,990 --> 00:41:23,430 still maintaining the integrity of 1304 00:41:23,540 --> 00:41:25,090 the architecture that the Genesys 1305 00:41:25,090 --> 00:41:27,920 platform actually provides. Yes, we're 1306 00:41:27,920 --> 00:41:30,040 offering this product on Microsoft, 1307 00:41:30,040 --> 00:41:31,460 but also think about containers 1308 00:41:31,460 --> 00:41:33,580 as an easier portability scenario 1309 00:41:34,090 --> 00:41:35,750 between cloud offerings or between 1310 00:41:35,750 --> 00:41:37,670 on premise and cloud, and really 1311 00:41:37,670 --> 00:41:39,480 enabling that multi- cloud multi- 1312 00:41:39,660 --> 00:41:44,400 user experience model. When we 1313 00:41:44,400 --> 00:41:45,860 first started talking about containers, 1314 00:41:45,860 --> 00:41:47,080 we had used the phrase 1315 00:41:47,080 --> 00:41:48,290 that really what they are 1316 00:41:48,290 --> 00:41:49,870 is they're cloud ready. Even 1317 00:41:50,260 --> 00:41:51,480 if you're still using it 1318 00:41:51,860 --> 00:41:53,290 to begin with on premise, 1319 00:41:53,290 --> 00:41:55,580 as you currently have, they 1320 00:41:55,580 --> 00:41:56,740 really set you up nicely 1321 00:41:56,740 --> 00:41:58,820 for when you're ready to 1322 00:41:58,820 --> 00:42:03,750 make that move. Thanks Bobbi. 1323 00:42:03,750 --> 00:42:07,820 Look, we believe this technology 1324 00:42:07,940 --> 00:42:10,640 will ensure that customers who 1325 00:42:10,640 --> 00:42:12,250 invest, not just in Genesys 1326 00:42:12,250 --> 00:42:14,650 Engage and Microsoft, but also 1327 00:42:14,650 --> 00:42:17,280 gives them future choice and 1328 00:42:17,280 --> 00:42:18,870 flexibility in the way they 1329 00:42:18,870 --> 00:42:21,010 architect control and manage, at 1330 00:42:21,360 --> 00:42:22,660 the same time, continuing to 1331 00:42:22,660 --> 00:42:25,090 deliver that personalized experience. We're 1332 00:42:25,090 --> 00:42:28,700 really excited, one about our 1333 00:42:28,730 --> 00:42:30,590 partnership with Microsoft, but more 1334 00:42:30,590 --> 00:42:32,890 importantly, around how we're going 1335 00:42:32,890 --> 00:42:35,560 to really help customers deliver 1336 00:42:35,560 --> 00:42:40,270 that personalized experience. All right. 1337 00:42:40,270 --> 00:42:42,460 On that note, and actually, 1338 00:42:42,460 --> 00:42:43,100 I will just give a 1339 00:42:43,100 --> 00:42:43,970 quick shout out. I know 1340 00:42:43,970 --> 00:42:45,450 we've had some questions coming 1341 00:42:45,450 --> 00:42:47,410 in. Please feel free to 1342 00:42:47,560 --> 00:42:49,170 tap into the Q&A, and we'll 1343 00:42:49,170 --> 00:42:50,730 ask as we go, or 1344 00:42:50,730 --> 00:42:52,070 certainly we'll save some time 1345 00:42:52,070 --> 00:42:52,970 at the end to hit 1346 00:42:52,970 --> 00:42:55,340 those questions. With that, the 1347 00:42:55,370 --> 00:42:57,110 next topic that we're looking 1348 00:42:57,110 --> 00:42:58,270 to, Jeff, I know you 1349 00:42:58,270 --> 00:43:00,340 put together... we've all been 1350 00:43:00,340 --> 00:43:02,830 talking about the personalization and 1351 00:43:02,830 --> 00:43:04,400 the value of it. I 1352 00:43:04,400 --> 00:43:05,290 know you put together a 1353 00:43:05,290 --> 00:43:06,220 way for all of us 1354 00:43:06,220 --> 00:43:07,880 to actually see it in 1355 00:43:07,880 --> 00:43:10,020 an example. Yeah, no, thanks 1356 00:43:10,020 --> 00:43:12,520 Bobbi. Look, I'm really excited to 1357 00:43:12,750 --> 00:43:14,950 bring this to life. It's 1358 00:43:15,350 --> 00:43:16,140 great to be able to talk 1359 00:43:16,410 --> 00:43:17,600 about it, but it's great to see it come 1360 00:43:17,600 --> 00:43:18,860 to life. I'd like to 1361 00:43:19,570 --> 00:43:22,910 paint out a scenario. Imagine 1362 00:43:22,910 --> 00:43:24,000 being able to build a 1363 00:43:24,000 --> 00:43:26,520 personal concierge for every one 1364 00:43:26,520 --> 00:43:28,490 of your customers. Now, with 1365 00:43:28,490 --> 00:43:29,800 this, I'd like you to keep 1366 00:43:29,850 --> 00:43:32,210 in mind three things. Number 1367 00:43:32,210 --> 00:43:35,080 one, we are proactively engaging 1368 00:43:35,080 --> 00:43:36,440 with each customer at the 1369 00:43:36,440 --> 00:43:38,820 moment of truth. It's those 1370 00:43:38,820 --> 00:43:40,240 moments that really matter. That 1371 00:43:40,240 --> 00:43:42,270 moment we can create empathy 1372 00:43:42,270 --> 00:43:44,090 to show we really care 1373 00:43:44,090 --> 00:43:46,110 for our customers. The second 1374 00:43:46,110 --> 00:43:48,710 point is personalization, and that's 1375 00:43:48,710 --> 00:43:50,130 the ability to really personalize 1376 00:43:50,130 --> 00:43:51,900 the content for every single 1377 00:43:51,900 --> 00:43:54,460 customer. The last is that 1378 00:43:54,460 --> 00:43:56,060 contextual experience. That is the 1379 00:43:56,440 --> 00:43:59,460 ability to retain and maintain 1380 00:43:59,460 --> 00:44:01,120 the context, no matter what 1381 00:44:01,120 --> 00:44:02,770 the channel and no matter how long they've 1382 00:44:02,770 --> 00:44:04,060 been a customer or how 1383 00:44:04,060 --> 00:44:05,310 long they've been engaged in 1384 00:44:05,310 --> 00:44:07,510 that particular conversation. What I'd like to 1385 00:44:08,090 --> 00:44:10,130 do to start the story 1386 00:44:10,180 --> 00:44:14,050 is introduced Cara. Now, Kara is 1387 00:44:14,050 --> 00:44:15,800 a young professional thinking about 1388 00:44:15,800 --> 00:44:17,220 buying a home and she's 1389 00:44:17,220 --> 00:44:19,060 been a customer of Banco 1390 00:44:19,060 --> 00:44:20,200 D- Miro for some time. 1391 00:44:20,200 --> 00:44:20,970 She lives in a rented 1392 00:44:20,970 --> 00:44:23,440 apartment in Austin, and she 1393 00:44:23,440 --> 00:44:25,300 has this dream to own 1394 00:44:25,300 --> 00:44:27,650 a home. Now, one day 1395 00:44:27,650 --> 00:44:29,560 she receives a notification on 1396 00:44:29,560 --> 00:44:31,370 her app letting her about 1397 00:44:31,370 --> 00:44:33,240 the bank, and the bank 1398 00:44:33,240 --> 00:44:34,200 has some great offers for 1399 00:44:34,200 --> 00:44:35,420 anyone interested in a home 1400 00:44:35,420 --> 00:44:37,660 loan. She wants to learn 1401 00:44:37,660 --> 00:44:40,490 more and she logs in 1402 00:44:40,490 --> 00:44:42,090 using her username and password 1403 00:44:42,090 --> 00:44:44,160 on through the app. What 1404 00:44:44,160 --> 00:44:46,520 happens is she's advised that 1405 00:44:46,520 --> 00:44:47,620 she needs a series of 1406 00:44:47,720 --> 00:44:50,020 documents to complete the loan 1407 00:44:50,020 --> 00:44:53,340 application. She doesn't actually have 1408 00:44:53,340 --> 00:44:54,260 all days on a mobile 1409 00:44:54,260 --> 00:44:57,110 device. You can see here, 1410 00:44:57,170 --> 00:44:58,530 she's going through the process, 1411 00:44:59,040 --> 00:45:01,330 and it requests her for 1412 00:45:01,330 --> 00:45:02,440 all these documents, which would 1413 00:45:02,440 --> 00:45:03,640 be part of that loan 1414 00:45:03,640 --> 00:45:06,780 application. Now, Cara thinks, look, 1415 00:45:06,780 --> 00:45:07,580 I don't actually have all 1416 00:45:07,580 --> 00:45:09,220 my documents on my mobile 1417 00:45:09,220 --> 00:45:10,470 phone, what I'm going to 1418 00:45:10,470 --> 00:45:11,590 do, I'll come back later 1419 00:45:11,590 --> 00:45:12,300 when I can sit in 1420 00:45:12,340 --> 00:45:13,850 front of my computer, I've 1421 00:45:13,850 --> 00:45:14,540 got access to all my 1422 00:45:14,540 --> 00:45:17,720 documents, and I'll fill out 1423 00:45:17,720 --> 00:45:21,840 this mortgage application. Cara comes 1424 00:45:21,840 --> 00:45:23,960 back a little bit later 1425 00:45:24,030 --> 00:45:27,010 to the website, logs in, 1426 00:45:29,110 --> 00:45:31,170 and what happens is she's 1427 00:45:31,170 --> 00:45:34,670 surprised and delighted that when 1428 00:45:34,670 --> 00:45:35,520 she has logged in on 1429 00:45:35,520 --> 00:45:36,880 the web, the bank actually 1430 00:45:36,880 --> 00:45:39,790 has welcomed her back, but 1431 00:45:39,790 --> 00:45:41,940 more importantly, understands what she's 1432 00:45:41,940 --> 00:45:44,020 been doing, and even offers 1433 00:45:44,020 --> 00:45:45,330 to take her back to 1434 00:45:45,370 --> 00:45:47,620 where she left off, so 1435 00:45:47,870 --> 00:45:49,950 Cara begins the process of 1436 00:45:49,950 --> 00:45:51,920 filling out the information required. 1437 00:45:51,920 --> 00:45:57,130 Here's the request for the 1438 00:45:57,130 --> 00:46:01,040 documents. She's got the context, doesn't 1439 00:46:01,040 --> 00:46:01,990 need to repeat, doesn't need 1440 00:46:02,240 --> 00:46:04,830 to go looking, and starts 1441 00:46:04,830 --> 00:46:07,830 the process here. Now, in 1442 00:46:07,830 --> 00:46:08,900 the background here, you can 1443 00:46:08,900 --> 00:46:10,220 see we've got the process 1444 00:46:10,220 --> 00:46:12,700 starting, but also on the 1445 00:46:12,700 --> 00:46:13,790 right hand side, you can 1446 00:46:13,790 --> 00:46:16,360 start seeing Genesys predictive engagement 1447 00:46:16,360 --> 00:46:18,470 at work trying to understand 1448 00:46:18,470 --> 00:46:20,010 her experience within the journey. 1449 00:46:20,730 --> 00:46:21,840 Now, if you look at the right 1450 00:46:21,840 --> 00:46:23,720 hand side ingrained, this is 1451 00:46:23,720 --> 00:46:25,710 the active session, but what 1452 00:46:25,710 --> 00:46:27,760 you see below also is 1453 00:46:27,840 --> 00:46:28,860 the session early in the 1454 00:46:28,860 --> 00:46:29,980 day through the mobile app 1455 00:46:30,400 --> 00:46:32,120 and many other interactions previously 1456 00:46:32,120 --> 00:46:32,830 with the bank as well. 1457 00:46:32,860 --> 00:46:34,820 Now, this is about moving 1458 00:46:34,820 --> 00:46:37,610 to long, lived engagements across 1459 00:46:37,610 --> 00:46:39,980 multiple linked interaction channels to 1460 00:46:39,980 --> 00:46:41,900 really track the history of 1461 00:46:41,900 --> 00:46:43,390 that customer with the brand. 1462 00:46:45,110 --> 00:46:47,750 Now, as she continues to 1463 00:46:47,750 --> 00:46:48,850 move through the process on 1464 00:46:48,860 --> 00:46:50,150 the left there, she has 1465 00:46:50,150 --> 00:46:51,860 identified into a series of 1466 00:46:51,860 --> 00:46:55,200 segments. You can see she has been 1467 00:46:55,200 --> 00:46:58,220 identified as an existing customer, 1468 00:46:58,750 --> 00:46:59,500 as a customer with a 1469 00:46:59,500 --> 00:47:01,740 great credit score, and somebody 1470 00:47:01,740 --> 00:47:03,150 who is now a mortgage 1471 00:47:03,150 --> 00:47:06,590 prospect. This, in real time, 1472 00:47:06,760 --> 00:47:08,930 is assessing what segments she's 1473 00:47:08,930 --> 00:47:11,600 qualified for based on the 1474 00:47:11,600 --> 00:47:13,300 information that we know about Cara, 1475 00:47:13,300 --> 00:47:15,720 but more importantly also, what she's entering 1476 00:47:15,770 --> 00:47:18,940 at that time. We've identified 1477 00:47:18,940 --> 00:47:21,530 her, and as she's trying 1478 00:47:21,530 --> 00:47:22,960 to complete that loan application, 1479 00:47:22,960 --> 00:47:24,470 you can see that the 1480 00:47:24,480 --> 00:47:26,310 likelihood to a successful outcome 1481 00:47:26,310 --> 00:47:28,810 is continuing to improve. Now, 1482 00:47:28,950 --> 00:47:31,690 as this happens, the bank 1483 00:47:31,690 --> 00:47:33,770 continues to learn more. This 1484 00:47:33,770 --> 00:47:35,260 is going to be a continual part 1485 00:47:35,260 --> 00:47:37,900 of that approval process. Now, 1486 00:47:38,700 --> 00:47:39,720 here she comes to a 1487 00:47:39,720 --> 00:47:41,520 customer workflow, which can be 1488 00:47:41,520 --> 00:47:44,100 integrated into the Genesys platform. 1489 00:47:45,950 --> 00:47:46,980 The back office system here 1490 00:47:46,980 --> 00:47:48,430 is requesting a number of 1491 00:47:48,430 --> 00:47:50,960 files to be uploaded. Cara 1492 00:47:50,960 --> 00:47:53,810 starts uploading those documents and 1493 00:47:54,020 --> 00:47:57,860 submitting those. She comes to 1494 00:47:57,860 --> 00:47:59,990 the last one, and she 1495 00:47:59,990 --> 00:48:00,770 gets to the point where 1496 00:48:00,770 --> 00:48:01,920 she needs an employment letter. 1497 00:48:01,970 --> 00:48:03,090 Now, she actually doesn't have 1498 00:48:03,090 --> 00:48:05,060 it handy, but she knows 1499 00:48:05,060 --> 00:48:06,440 where to get it. What 1500 00:48:06,440 --> 00:48:08,000 Cara does, she actually goes 1501 00:48:08,000 --> 00:48:09,410 to another browser window to 1502 00:48:09,410 --> 00:48:12,320 log into her company HR 1503 00:48:12,320 --> 00:48:15,360 system. Now, at this time, 1504 00:48:16,340 --> 00:48:18,370 Genesys predictive engagement is starting 1505 00:48:18,380 --> 00:48:19,620 to recognize there's a break 1506 00:48:19,620 --> 00:48:21,760 in the workflow. What we want 1507 00:48:21,950 --> 00:48:22,820 to do is we want to make 1508 00:48:22,820 --> 00:48:24,360 sure we engage with Cara 1509 00:48:24,720 --> 00:48:26,540 at the right moment, and 1510 00:48:26,540 --> 00:48:28,560 more importantly, proactively serve a 1511 00:48:28,560 --> 00:48:30,530 chat to her to say 1512 00:48:30,530 --> 00:48:31,380 how we can help you. 1513 00:48:33,350 --> 00:48:34,530 We've recognized the break in 1514 00:48:34,530 --> 00:48:35,950 the workflow, we've sent a 1515 00:48:35,950 --> 00:48:38,710 pop up on the application 1516 00:48:38,710 --> 00:48:40,690 there, and it says, we 1517 00:48:40,690 --> 00:48:42,970 recognize something. What we're doing 1518 00:48:42,970 --> 00:48:44,100 is we're letting her know 1519 00:48:44,100 --> 00:48:45,410 that we're really one step 1520 00:48:45,410 --> 00:48:46,960 ahead and we're personalizing that 1521 00:48:46,960 --> 00:48:50,460 conversation with her. Now, so 1522 00:48:50,460 --> 00:48:54,650 Cara looks to engage because, 1523 00:48:54,650 --> 00:48:56,290 at this point, when she 1524 00:48:56,290 --> 00:48:58,740 answers, she expects that she's 1525 00:48:58,740 --> 00:48:59,460 going to have to re- 1526 00:48:59,460 --> 00:49:01,580 explain what's happening, and she's 1527 00:49:01,580 --> 00:49:03,900 extremely surprised when... she can 1528 00:49:03,900 --> 00:49:04,950 see there's a high level 1529 00:49:04,950 --> 00:49:08,130 of conversation intelligence, and that 1530 00:49:08,130 --> 00:49:09,940 we're really able to retain the context here. 1531 00:49:10,970 --> 00:49:12,630 As Cara continues to interact 1532 00:49:12,630 --> 00:49:14,400 with the bot, and you 1533 00:49:14,400 --> 00:49:15,620 can see the conversation on 1534 00:49:15,620 --> 00:49:17,010 the right there, she'll be 1535 00:49:17,010 --> 00:49:19,530 identified through the process that 1536 00:49:19,530 --> 00:49:20,740 she's a first time buyer. 1537 00:49:21,720 --> 00:49:24,600 Now, as a result, with 1538 00:49:24,600 --> 00:49:26,330 our predictive routing at work, 1539 00:49:26,630 --> 00:49:27,500 what we can do is 1540 00:49:27,500 --> 00:49:29,370 we can make sure that 1541 00:49:29,750 --> 00:49:32,870 we can connect Cara with 1542 00:49:32,870 --> 00:49:34,490 the best agent that has 1543 00:49:34,490 --> 00:49:36,490 the best skills to help 1544 00:49:36,490 --> 00:49:38,410 her, and more importantly, to 1545 00:49:38,410 --> 00:49:39,360 help her as a first 1546 00:49:39,360 --> 00:49:42,420 time loan applicant. Now we're 1547 00:49:42,420 --> 00:49:44,910 looking at the agent desktop. 1548 00:49:45,400 --> 00:49:46,480 What we can see here, 1549 00:49:46,510 --> 00:49:48,020 now, this is the first time 1550 00:49:48,320 --> 00:49:50,440 we've brought a live human 1551 00:49:50,440 --> 00:49:53,410 agent into the conversation and the process. Now 1552 00:49:53,830 --> 00:49:55,230 we've routed this conversation to 1553 00:49:55,230 --> 00:49:57,010 James, and you can see, here's 1554 00:49:57,440 --> 00:49:58,920 a simplification of the agent 1555 00:49:58,920 --> 00:50:00,370 desktop, and on the top 1556 00:50:00,370 --> 00:50:01,350 of the screen, we've actually 1557 00:50:01,350 --> 00:50:02,260 made it a lot easier 1558 00:50:02,260 --> 00:50:03,900 for James, the agent, to 1559 00:50:03,900 --> 00:50:06,660 see all the information about 1560 00:50:06,660 --> 00:50:08,130 who the customer is, how 1561 00:50:08,130 --> 00:50:09,520 long she has been a customer and 1562 00:50:09,520 --> 00:50:10,530 what she's trying to do, 1563 00:50:10,740 --> 00:50:11,990 and all the different segments 1564 00:50:11,990 --> 00:50:13,790 that she's qualified into. James 1565 00:50:13,790 --> 00:50:14,770 can also see the full 1566 00:50:14,770 --> 00:50:18,570 transcription of that conversation between 1567 00:50:18,570 --> 00:50:20,210 Cara and the bot and 1568 00:50:20,210 --> 00:50:21,730 her entire experience in this 1569 00:50:21,730 --> 00:50:25,900 journey. Now, James also continues 1570 00:50:25,900 --> 00:50:27,610 to interact with Cara, but 1571 00:50:27,690 --> 00:50:29,630 our transcription services is helping 1572 00:50:29,630 --> 00:50:32,430 James. To make sure that 1573 00:50:32,430 --> 00:50:34,230 he's understanding and being able 1574 00:50:34,230 --> 00:50:36,060 to really answer with the 1575 00:50:36,060 --> 00:50:38,180 right set of answer to 1576 00:50:38,180 --> 00:50:40,580 her questions, even more, you 1577 00:50:40,580 --> 00:50:41,990 can see, on the right 1578 00:50:41,990 --> 00:50:43,540 hand side here, that we're 1579 00:50:43,540 --> 00:50:45,690 actually going to personalize the 1580 00:50:45,690 --> 00:50:47,710 answers that James can give 1581 00:50:47,710 --> 00:50:49,160 Cara that are specific to 1582 00:50:49,160 --> 00:50:51,510 her in this situation. Now, 1583 00:50:51,510 --> 00:50:53,050 James can give Cara answers 1584 00:50:53,050 --> 00:50:56,600 that will be specific. He'll 1585 00:50:56,600 --> 00:50:58,050 know how long she's been 1586 00:50:58,050 --> 00:50:59,900 a customer, and based on 1587 00:50:59,900 --> 00:51:02,050 that, he can see that 1588 00:51:02,120 --> 00:51:04,320 she has qualified for what 1589 00:51:04,320 --> 00:51:05,800 we call the customer loyalty 1590 00:51:05,800 --> 00:51:07,100 plus program, and that gives 1591 00:51:07,100 --> 00:51:08,540 her an even higher discount. 1592 00:51:08,970 --> 00:51:09,930 So as I continue this 1593 00:51:09,930 --> 00:51:13,480 interaction, what's really happening is 1594 00:51:13,550 --> 00:51:15,010 we're getting one step closer 1595 00:51:15,200 --> 00:51:16,530 to bring Cara to her home 1596 00:51:17,470 --> 00:51:20,720 dream of ownership, and obviously, 1597 00:51:21,130 --> 00:51:23,040 she's been approved. Now, what 1598 00:51:23,360 --> 00:51:24,940 Genesys and Microsoft are doing here 1599 00:51:24,940 --> 00:51:28,300 is really creating those opportunities 1600 00:51:28,300 --> 00:51:29,620 to connect with the brand, 1601 00:51:30,570 --> 00:51:32,510 with the customer. It's all 1602 00:51:32,510 --> 00:51:33,890 about those connections, making sure 1603 00:51:33,890 --> 00:51:35,510 we're being proactive in the 1604 00:51:35,510 --> 00:51:37,010 right moment, the moment of 1605 00:51:37,010 --> 00:51:39,180 truth, and the moment that 1606 00:51:39,180 --> 00:51:40,250 we can take some action, 1607 00:51:40,250 --> 00:51:42,170 and the moment where agents are going to be able to 1608 00:51:42,170 --> 00:51:43,760 show empathy that builds that 1609 00:51:43,760 --> 00:51:46,530 loyalty. We're personalizing the content to something 1610 00:51:47,070 --> 00:51:48,130 that feels like you're talking 1611 00:51:48,130 --> 00:51:49,070 to me as the customer, 1612 00:51:50,120 --> 00:51:51,100 something about me as a 1613 00:51:51,100 --> 00:51:52,460 customer, and more importantly, we're 1614 00:51:52,460 --> 00:51:54,540 retaining that context no matter 1615 00:51:54,550 --> 00:51:56,400 what digital channel or how 1616 00:51:56,400 --> 00:51:57,770 you've interacted over what period 1617 00:51:57,770 --> 00:51:59,590 of time. This is really 1618 00:52:00,090 --> 00:52:01,670 what personalization is about and 1619 00:52:01,670 --> 00:52:03,350 bringing experience as a service 1620 00:52:03,350 --> 00:52:08,400 to life. With that, I know we have just a few 1621 00:52:08,400 --> 00:52:09,700 moments left, so I want to I save just 1622 00:52:09,700 --> 00:52:11,340 a few minutes for questions. 1623 00:52:11,880 --> 00:52:12,880 Jeff, David, if you wouldn't 1624 00:52:12,880 --> 00:52:15,410 mind just rounding out the 1625 00:52:15,410 --> 00:52:16,820 remainder of the information on 1626 00:52:16,820 --> 00:52:20,570 our strategic alliance. Sure. I'll 1627 00:52:21,470 --> 00:52:23,370 I'll do a quick overview. 1628 00:52:23,430 --> 00:52:25,430 Look, we're real excited about 1629 00:52:25,830 --> 00:52:27,880 our partnership with Microsoft. We've 1630 00:52:27,880 --> 00:52:29,020 been working with Microsoft for 1631 00:52:29,020 --> 00:52:31,130 many years, but this partnership 1632 00:52:31,210 --> 00:52:32,040 is taking it to a 1633 00:52:32,040 --> 00:52:33,810 whole new level. What we're 1634 00:52:33,810 --> 00:52:36,800 doing is we are integrating 1635 00:52:37,580 --> 00:52:40,080 Genesys Engage on Azure. There's 1636 00:52:40,080 --> 00:52:41,350 been some questions, we're looking 1637 00:52:41,350 --> 00:52:44,050 to deliver, for early adopters, 1638 00:52:44,050 --> 00:52:45,560 Genesys Engage on Azure in 1639 00:52:45,560 --> 00:52:46,900 Q3 this year, and we're 1640 00:52:46,900 --> 00:52:48,320 really keen to start those 1641 00:52:48,320 --> 00:52:50,390 conversations with customers. At the same 1642 00:52:50,390 --> 00:52:53,060 time, we're integrating Microsoft teams 1643 00:52:53,220 --> 00:52:54,920 with Genesys Engage and Genesys 1644 00:52:54,920 --> 00:52:56,900 Cloud. We'll have Microsoft teams 1645 00:52:56,900 --> 00:52:58,650 on Genesys cloud available next 1646 00:52:58,650 --> 00:53:02,120 quarter in Q2. Also, native 1647 00:53:02,120 --> 00:53:04,290 integration with Microsoft dynamics. It's 1648 00:53:04,290 --> 00:53:06,330 available today with Genesys Engage 1649 00:53:06,600 --> 00:53:08,700 and available with Genesys Cloud as 1650 00:53:08,700 --> 00:53:12,000 well. But what's really exciting 1651 00:53:12,000 --> 00:53:13,250 is how we bring our 1652 00:53:13,250 --> 00:53:15,610 technology and innovate together. By 1653 00:53:15,610 --> 00:53:18,320 bringing our Genesys AI platform 1654 00:53:18,320 --> 00:53:20,440 and orchestration services to deliver 1655 00:53:20,440 --> 00:53:21,800 those personal experiences, you've just 1656 00:53:21,800 --> 00:53:23,540 seen, we're working with Microsoft 1657 00:53:23,540 --> 00:53:25,200 to bring their Microsoft cognitive 1658 00:53:25,200 --> 00:53:27,610 services, to help power these 1659 00:53:27,910 --> 00:53:29,730 experience and really drive these 1660 00:53:29,730 --> 00:53:32,690 insights and actions to apply these 1661 00:53:32,690 --> 00:53:34,310 experiences. This is just the 1662 00:53:34,310 --> 00:53:36,320 start of the innovation with Microsoft 1663 00:53:36,320 --> 00:53:38,320 and Genesys, but we're also 1664 00:53:38,320 --> 00:53:40,010 going to be going to 1665 00:53:40,010 --> 00:53:41,870 market together and talking to 1666 00:53:41,870 --> 00:53:44,930 customers together. David. Yeah. What I 1667 00:53:45,310 --> 00:53:46,780 would say on that, and I 1668 00:53:46,780 --> 00:53:47,410 know there's been a lot 1669 00:53:47,410 --> 00:53:48,770 of questions in the QA panel of 1670 00:53:48,770 --> 00:53:50,570 why Microsoft and what's the advantages of 1671 00:53:50,570 --> 00:53:51,880 Azure. Beyond the fact that we 1672 00:53:52,130 --> 00:53:53,950 just talked about security scale, 1673 00:53:54,210 --> 00:53:58,450 global presence, historical enterprise relationships, 1674 00:53:59,240 --> 00:54:00,320 the work we're building in 1675 00:54:00,320 --> 00:54:03,360 this hybrid environment is really 1676 00:54:03,360 --> 00:54:04,900 important to think about this 1677 00:54:04,900 --> 00:54:07,930 connected identity, unified identity platform 1678 00:54:07,930 --> 00:54:10,250 between Genesys and Microsoft services 1679 00:54:10,330 --> 00:54:11,460 in a cloud environment, as 1680 00:54:11,460 --> 00:54:13,910 well as on premises. The 1681 00:54:14,090 --> 00:54:16,320 AI capabilities and cognitive services 1682 00:54:16,320 --> 00:54:17,410 within Azure, that we're now 1683 00:54:17,410 --> 00:54:18,640 serving up as a first 1684 00:54:18,640 --> 00:54:20,850 party service into Genesys is 1685 00:54:20,850 --> 00:54:22,820 an exceptional user scenario so 1686 00:54:22,820 --> 00:54:23,900 that you can get more 1687 00:54:23,900 --> 00:54:26,050 insights by just leveraging Genesys 1688 00:54:26,280 --> 00:54:27,230 than you've ever gotten in 1689 00:54:27,230 --> 00:54:29,180 the past. Then obviously this 1690 00:54:29,180 --> 00:54:31,650 database integration and workflow tools 1691 00:54:31,650 --> 00:54:32,650 that we can enable with 1692 00:54:32,650 --> 00:54:34,010 Azure directly in the Genesys 1693 00:54:34,010 --> 00:54:37,030 platform adds that advantage. I 1694 00:54:37,030 --> 00:54:37,810 see a lot of questions 1695 00:54:37,810 --> 00:54:39,160 in the panel about why 1696 00:54:39,560 --> 00:54:41,110 Azure versus some other public 1697 00:54:41,110 --> 00:54:42,510 cloud provider. It's all the 1698 00:54:42,510 --> 00:54:43,870 reasons why all of our customers 1699 00:54:43,870 --> 00:54:45,470 are adopting Azure. It's security, 1700 00:54:45,470 --> 00:54:47,950 it's extendability, it's hybrid it's 1701 00:54:47,950 --> 00:54:50,130 parse, it's AI analytics, it's 1702 00:54:50,130 --> 00:54:51,560 cognitive services that we can 1703 00:54:51,560 --> 00:54:52,800 offer up as first party. 1704 00:54:53,580 --> 00:54:54,580 Furthermore, we're going to continue 1705 00:54:54,700 --> 00:54:55,930 to innovate. There's a reason 1706 00:54:55,930 --> 00:54:56,820 why we hold the number 1707 00:54:56,820 --> 00:54:58,530 one patent requests every year, 1708 00:54:58,790 --> 00:54:59,840 is we continue to build 1709 00:54:59,840 --> 00:55:00,910 new and new services. By 1710 00:55:00,910 --> 00:55:02,870 building this containerized approach for 1711 00:55:02,870 --> 00:55:04,760 Genesys on top of Azure, 1712 00:55:04,950 --> 00:55:06,360 we can actually drive those 1713 00:55:06,360 --> 00:55:08,240 innovations directly into products like 1714 00:55:08,240 --> 00:55:10,550 Genesys to actually extend their 1715 00:55:10,550 --> 00:55:12,440 capabilities in a much more 1716 00:55:12,440 --> 00:55:15,510 efficient and faster format. Yeah. 1717 00:55:15,510 --> 00:55:16,680 I know one of the 1718 00:55:16,680 --> 00:55:18,020 questions here that I'm looking 1719 00:55:18,020 --> 00:55:19,850 at is, I think it's relevant to 1720 00:55:19,850 --> 00:55:21,280 this slide is, what is 1721 00:55:21,280 --> 00:55:24,470 the competitive advantage that, as 1722 00:55:24,470 --> 00:55:26,560 a customer, will gain by 1723 00:55:27,470 --> 00:55:28,720 working on both of these? 1724 00:55:28,830 --> 00:55:29,640 I know we had talked 1725 00:55:29,640 --> 00:55:31,150 before about that question specifically, 1726 00:55:31,770 --> 00:55:32,810 and one of the things 1727 00:55:32,810 --> 00:55:34,310 top of mind is we 1728 00:55:34,310 --> 00:55:36,300 know many customers are already 1729 00:55:36,300 --> 00:55:39,010 Microsoft. They're already using those technologies. 1730 00:55:39,010 --> 00:55:40,360 They're using Genesys of course, 1731 00:55:40,360 --> 00:55:42,650 being on this webinar. Just 1732 00:55:42,650 --> 00:55:44,030 the benefit of being able 1733 00:55:44,030 --> 00:55:45,920 to have our focus on 1734 00:55:45,920 --> 00:55:47,930 the integrations and bringing the 1735 00:55:47,930 --> 00:55:49,490 products to them to market 1736 00:55:49,960 --> 00:55:52,610 together. Yeah, absolutely. Also, again, 1737 00:55:52,610 --> 00:55:53,410 I think there's something to be 1738 00:55:53,410 --> 00:55:54,600 said about the hybrid environment, 1739 00:55:54,740 --> 00:55:56,110 the hybrid capabilities. There are 1740 00:55:56,110 --> 00:55:56,930 always going to be on 1741 00:55:56,930 --> 00:55:58,450 premise applications, and we're really 1742 00:55:58,450 --> 00:56:00,270 the only company that manages 1743 00:56:00,270 --> 00:56:03,020 security policy identity across the 1744 00:56:03,020 --> 00:56:04,470 on premises and the cloud 1745 00:56:05,040 --> 00:56:08,340 infrastructure, is correct. Yeah, there's 1746 00:56:08,340 --> 00:56:09,650 lots of opportunities. There's also, 1747 00:56:09,650 --> 00:56:11,030 one thing to know, we call 1748 00:56:11,030 --> 00:56:12,070 this go- to- market and 1749 00:56:12,070 --> 00:56:13,330 co- sell, which might be 1750 00:56:13,330 --> 00:56:15,080 foreign terms to customers who are like, what does that 1751 00:56:15,080 --> 00:56:16,840 mean? Our sellers are now 1752 00:56:16,940 --> 00:56:17,580 going to be out there 1753 00:56:17,580 --> 00:56:20,060 selling Genesys to their customers 1754 00:56:20,060 --> 00:56:21,840 as well. We compensate our 1755 00:56:21,840 --> 00:56:23,360 sellers for packaging up and 1756 00:56:23,360 --> 00:56:26,300 selling our prioritized ISV solutions 1757 00:56:26,300 --> 00:56:28,780 to their accounts. Obviously, it's 1758 00:56:28,780 --> 00:56:29,370 a little bit of self- 1759 00:56:29,370 --> 00:56:30,810 serving because it pulls through 1760 00:56:30,810 --> 00:56:32,080 Azure, and so we obviously 1761 00:56:32,080 --> 00:56:34,370 get revenue and customers that 1762 00:56:34,370 --> 00:56:35,510 way, but it's really about 1763 00:56:35,510 --> 00:56:37,820 having that integrated, cohesive experience 1764 00:56:37,820 --> 00:56:39,240 for our customers across different 1765 00:56:39,240 --> 00:56:40,740 products that they use. We 1766 00:56:40,740 --> 00:56:42,370 know Genesys is an industry leader 1767 00:56:42,380 --> 00:56:45,070 in customer relationship management. We 1768 00:56:45,070 --> 00:56:45,790 know there's a bunch of 1769 00:56:45,790 --> 00:56:47,530 customers that have Genesys already, so 1770 00:56:47,530 --> 00:56:49,480 how do we connect the fact that they have Microsoft 1771 00:56:49,480 --> 00:56:51,220 and Genesys into a cohesive, 1772 00:56:51,830 --> 00:56:53,680 integrated platform? We're going to 1773 00:56:53,680 --> 00:56:54,500 be able to enable that 1774 00:56:54,500 --> 00:56:55,990 a lot better and both 1775 00:56:55,990 --> 00:56:57,670 of our companies will experience an uplift 1776 00:56:57,670 --> 00:56:59,620 in customer satisfaction and revenue 1777 00:56:59,720 --> 00:57:02,070 as a result. Jeff, I 1778 00:57:02,070 --> 00:57:03,330 know you already gave the 1779 00:57:03,330 --> 00:57:05,780 pitch for our next slide 1780 00:57:05,780 --> 00:57:07,410 is registering to be an 1781 00:57:07,410 --> 00:57:09,360 early adopter for the Genesys 1782 00:57:09,360 --> 00:57:10,860 Engage on Azure again, third 1783 00:57:10,860 --> 00:57:12,030 quarter. I didn't know if 1784 00:57:12,030 --> 00:57:13,240 there was any other highlight 1785 00:57:13,240 --> 00:57:14,010 you wanted to give on 1786 00:57:14,010 --> 00:57:17,200 that. Yeah. Look, like I 1787 00:57:17,200 --> 00:57:19,970 said, we're going to be delivering Genesys 1788 00:57:19,970 --> 00:57:22,840 Engage on Azure, fully containerized 1789 00:57:22,840 --> 00:57:24,780 technology, and that will then 1790 00:57:24,780 --> 00:57:26,900 pave the way for other 1791 00:57:26,900 --> 00:57:29,400 hybrid models and on premise 1792 00:57:29,400 --> 00:57:30,380 models where you'll be able 1793 00:57:30,380 --> 00:57:33,060 to take advantage of Microsoft 1794 00:57:33,060 --> 00:57:36,290 Azure, Genesys Engage and in 1795 00:57:36,290 --> 00:57:37,940 an architecture that you choose 1796 00:57:37,940 --> 00:57:38,640 that's going to suit your 1797 00:57:38,640 --> 00:57:41,540 business. Then, knowing that natively, 1798 00:57:42,000 --> 00:57:43,130 you can bring the best 1799 00:57:43,130 --> 00:57:44,660 of Microsoft and Genesys together with 1800 00:57:44,660 --> 00:57:46,890 Microsoft teams, Microsoft dynamics, and 1801 00:57:46,890 --> 00:57:47,900 how we're going to stitch 1802 00:57:48,940 --> 00:57:51,440 and power and fuel data 1803 00:57:51,520 --> 00:57:53,900 into our AI engines to 1804 00:57:53,900 --> 00:57:55,470 drive these types of experiences. 1805 00:57:56,880 --> 00:57:58,410 Excellent. On that note, I 1806 00:57:58,410 --> 00:57:59,320 know we are just about out of 1807 00:57:59,650 --> 00:58:01,090 time. There's one question that 1808 00:58:01,090 --> 00:58:02,220 pops up here, and certainly 1809 00:58:02,220 --> 00:58:02,940 if we did not get 1810 00:58:02,940 --> 00:58:03,570 to it, I think we've 1811 00:58:03,570 --> 00:58:04,640 answered most of the others. 1812 00:58:05,730 --> 00:58:08,610 question. Having a complete Genesys 1813 00:58:08,610 --> 00:58:10,640 solution can be good, but 1814 00:58:10,640 --> 00:58:11,300 can you have a different 1815 00:58:11,300 --> 00:58:12,410 piece of the solution, for 1816 00:58:12,440 --> 00:58:14,520 example, a different workforce management 1817 00:58:14,520 --> 00:58:16,070 or recording solutions? I'll jump 1818 00:58:16,070 --> 00:58:17,050 in real quick and say, 1819 00:58:17,200 --> 00:58:19,900 so absolutely it is, as 1820 00:58:19,900 --> 00:58:20,900 David had said, one of 1821 00:58:20,900 --> 00:58:22,260 the huge benefits is the 1822 00:58:22,260 --> 00:58:23,910 all in one approach, but 1823 00:58:23,910 --> 00:58:24,690 if there was something like 1824 00:58:24,690 --> 00:58:25,790 a variant they're using for 1825 00:58:25,790 --> 00:58:27,290 workforce management, by all means, 1826 00:58:27,290 --> 00:58:30,380 we have numerous customers who 1827 00:58:30,710 --> 00:58:31,890 tie in those different types 1828 00:58:31,890 --> 00:58:35,740 of technologies. So. Go ahead, 1829 00:58:37,070 --> 00:58:38,060 Jeff. that's mostly part of 1830 00:58:38,610 --> 00:58:39,370 what we talked about at the 1831 00:58:39,370 --> 00:58:39,970 top of the hour, the extensibility 1832 00:58:40,610 --> 00:58:42,290 of cloud platforms, teams, dynamics, 1833 00:58:42,290 --> 00:58:43,660 integration. You can use different 1834 00:58:43,660 --> 00:58:45,830 platforms, but still maintain a 1835 00:58:45,830 --> 00:58:47,490 customer environment by leveraging the 1836 00:58:47,490 --> 00:58:48,450 power of a public cloud, 1837 00:58:48,470 --> 00:58:51,100 so completely correct, Bobbi. Awesome. 1838 00:58:51,460 --> 00:58:54,040 On that note, David, Jeff, 1839 00:58:54,040 --> 00:58:55,390 thank you. This hour, for 1840 00:58:55,390 --> 00:58:57,190 me, at least it's absolutely 1841 00:58:57,190 --> 00:58:59,140 flew. I really appreciate it. 1842 00:58:59,380 --> 00:59:00,390 Josh, back to you to 1843 00:59:00,610 --> 00:59:03,010 close this out. Thank you. Perfect. 1844 00:59:03,360 --> 00:59:06,160 much, Bobbi. Like she said, 1845 00:59:06,160 --> 00:59:06,750 I know that there were 1846 00:59:06,750 --> 00:59:07,660 quite a few questions that 1847 00:59:07,660 --> 00:59:08,620 we didn't get to. Don't 1848 00:59:08,620 --> 00:59:09,800 fret though. We will follow 1849 00:59:09,800 --> 00:59:10,760 up with you via email 1850 00:59:10,760 --> 00:59:11,970 within the next few business 1851 00:59:11,970 --> 00:59:13,360 days, and also feel free 1852 00:59:13,360 --> 00:59:15,440 to email us at 1853 00:59:15,440 --> 00:59:17,040 genesys. com, no caps or 1854 00:59:17,040 --> 00:59:18,230 spaces with the title of 1855 00:59:18,230 --> 00:59:19,390 the webcast in the subject 1856 00:59:19,390 --> 00:59:20,390 line, and we'll make sure 1857 00:59:20,390 --> 00:59:21,120 to follow up with you 1858 00:59:21,120 --> 00:59:22,350 as promptly as we can. 1859 00:59:24,020 --> 00:59:25,090 To wrap up, don't forget 1860 00:59:25,090 --> 00:59:26,590 to take advantage of the 1861 00:59:26,590 --> 00:59:28,520 link that Jeff had referenced 1862 00:59:28,520 --> 00:59:29,620 earlier, that is in the 1863 00:59:29,620 --> 00:59:30,910 resource list below the Q& 1864 00:59:31,010 --> 00:59:31,810 A window. Make sure you 1865 00:59:31,810 --> 00:59:33,350 click on that before today's 1866 00:59:33,350 --> 00:59:35,630 session ends. Also, be on 1867 00:59:35,630 --> 00:59:36,420 the lookout for the on- 1868 00:59:36,420 --> 00:59:38,230 demand recording from ON24. You'll 1869 00:59:38,230 --> 00:59:39,030 be getting that within the 1870 00:59:39,030 --> 00:59:41,210 next few business days. With 1871 00:59:41,210 --> 00:59:42,020 all that being said, on 1872 00:59:42,020 --> 00:59:43,610 behalf of Bobbi David, Jeff, 1873 00:59:43,610 --> 00:59:44,900 and the entire Genesys team, 1874 00:59:44,900 --> 00:59:45,710 we thank you again for 1875 00:59:45,710 --> 00:59:48,540 joining today's webcast. Genesys Engage 1876 00:59:48,650 --> 00:59:50,640 plus Microsoft Azure, transform your 1877 00:59:50,640 --> 00:59:52,560 customer experience in the cloud. Until 1878 00:59:52,560 --> 00:59:53,840 next time, have a good 1879 00:59:53,840 --> 00:59:54,120 one, everyone. [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kq2sQAA"] Meet the Speakers David Totten Chief Technology Officer, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys Analyst Webinar Megatrends shaping customer service in 2020 Feat. Guest speaker, Kate Leggett from Forrester Research [cutoff co_thick="2px"]The future of customer service starts with making your call center more human. It's about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Get a glimpse of the future. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are redefining contact center protocols in 2020. In this on-demand webinar, you’ll discover: How artificial intelligence (AI) is driving change in the contact center The evolution of customer-agent interactions How technology affects workforce management [cutoff co_thick="2px"]1 00:00:04,800 --> 00:00:06,930 Good morning, evening and afternoon 2 00:00:06,930 --> 00:00:08,490 everyone. My name is Josh 3 00:00:08,490 --> 00:00:09,300 Reed and I'm from the 4 00:00:09,300 --> 00:00:10,460 digital events team here at 5 00:00:10,460 --> 00:00:11,310 Genesys, and I'll be the 6 00:00:11,310 --> 00:00:13,540 moderator for today's webcast. And 7 00:00:13,540 --> 00:00:14,390 let me be the first 8 00:00:14,390 --> 00:00:15,500 to welcome you and say 9 00:00:15,500 --> 00:00:16,540 thank you for joining to 10 00:00:16,540 --> 00:00:18,720 this webcast Mega Trends Shaping 11 00:00:18,720 --> 00:00:21,920 Customer Service in 2020. Before 12 00:00:21,920 --> 00:00:23,390 we get started, as usual, 13 00:00:23,390 --> 00:00:24,620 we have a few housekeeping 14 00:00:24,620 --> 00:00:25,720 items to go through before 15 00:00:25,720 --> 00:00:27,100 we get started. First off, 16 00:00:27,280 --> 00:00:29,100 if you experience any issues 17 00:00:29,180 --> 00:00:30,490 viewing or listening to today's 18 00:00:30,490 --> 00:00:32,510 presentation, refresh your browser and 19 00:00:32,510 --> 00:00:33,210 make sure that it's up 20 00:00:33,210 --> 00:00:34,540 to date to support HTML 21 00:00:34,540 --> 00:00:36,010 5 as this usually fixes 22 00:00:36,010 --> 00:00:37,170 any console issues you may 23 00:00:37,170 --> 00:00:39,360 experience. Also it my help 24 00:00:39,360 --> 00:00:40,470 to switch over to Chrome 25 00:00:40,470 --> 00:00:41,680 or Firefox as well are 26 00:00:41,960 --> 00:00:42,810 as these are the best 27 00:00:42,810 --> 00:00:44,410 browsers to support the webcast 28 00:00:44,410 --> 00:00:46,290 platform. And if you're having 29 00:00:46,290 --> 00:00:47,770 trouble seeing the slides or 30 00:00:47,770 --> 00:00:49,470 the webcams today, you're welcome 31 00:00:49,470 --> 00:00:51,040 to enlarge those by dragging 32 00:00:51,040 --> 00:00:51,950 the bottom right corner of 33 00:00:51,970 --> 00:00:55,070 each window. Also, note this 34 00:00:55,070 --> 00:00:55,890 is designed to be an 35 00:00:55,890 --> 00:00:57,450 interactive experience between you and 36 00:00:57,450 --> 00:00:58,900 our two presenters today. So 37 00:00:58,900 --> 00:00:59,850 at any time during the 38 00:00:59,850 --> 00:01:01,370 webcast, feel free to throw 39 00:01:01,370 --> 00:01:02,680 questions into the Q& A 40 00:01:02,680 --> 00:01:03,330 window in the middle of 41 00:01:03,330 --> 00:01:04,540 your screen and we'll answer 42 00:01:04,540 --> 00:01:05,420 as many as we can 43 00:01:05,420 --> 00:01:06,180 with the time that we 44 00:01:06,180 --> 00:01:07,120 have at the end of 45 00:01:07,120 --> 00:01:09,330 the presentation. However, don't fret 46 00:01:09,330 --> 00:01:10,470 if we do run out 47 00:01:10,470 --> 00:01:11,190 of time and we don't 48 00:01:11,190 --> 00:01:12,750 answer your question aloud, we 49 00:01:12,750 --> 00:01:13,630 will follow up with you 50 00:01:13,630 --> 00:01:14,930 via email within the next 51 00:01:14,930 --> 00:01:17,390 few business days. And to 52 00:01:17,390 --> 00:01:18,870 note that if something happens 53 00:01:18,870 --> 00:01:19,860 during the webinar and you 54 00:01:19,860 --> 00:01:21,540 miss something, don't worry, you 55 00:01:21,540 --> 00:01:22,860 will receive the on demand 56 00:01:22,860 --> 00:01:24,870 recording via email from ON24 57 00:01:24,870 --> 00:01:25,990 within the next few business. 58 00:01:27,840 --> 00:01:29,130 And also at any time 59 00:01:29,130 --> 00:01:30,250 during the webcast, feel free 60 00:01:30,250 --> 00:01:31,440 to check out the resources 61 00:01:31,440 --> 00:01:32,980 below the Q& A window. Clicking 62 00:01:32,980 --> 00:01:33,950 won't take you away, so 63 00:01:33,950 --> 00:01:34,870 don't worry about that. It'll 64 00:01:34,870 --> 00:01:35,580 open up in a new 65 00:01:35,580 --> 00:01:36,920 tab in your browser and 66 00:01:36,920 --> 00:01:38,370 that'll help expand on today's 67 00:01:38,370 --> 00:01:41,500 topic of mega trends. See, 68 00:01:41,620 --> 00:01:42,570 told you short and sweet. 69 00:01:43,500 --> 00:01:45,370 So today we have two 70 00:01:45,370 --> 00:01:47,400 excellent presenters, excited to give you a 71 00:01:47,400 --> 00:01:48,850 glimpse of the future and 72 00:01:48,850 --> 00:01:49,990 discuss mega trends that are 73 00:01:49,990 --> 00:01:52,010 redefining contact center protocols in 74 00:01:52,010 --> 00:01:53,810 2020. So with that being 75 00:01:53,810 --> 00:01:54,640 said, I'm going to hand 76 00:01:54,640 --> 00:01:55,550 things off to one of 77 00:01:55,550 --> 00:01:56,740 our speakers of the hour, 78 00:01:56,880 --> 00:01:58,890 Joe Ciuffo product marketing director 79 00:01:58,890 --> 00:02:00,460 here at Genesys. Joe, the 80 00:02:00,460 --> 00:02:02,500 floor is yours. Thanks Josh. 81 00:02:02,500 --> 00:02:03,590 And hi everyone. Thank you 82 00:02:03,590 --> 00:02:04,540 so much for joining us 83 00:02:04,540 --> 00:02:06,730 today. As mentioned, and for 84 00:02:06,730 --> 00:02:07,570 the first time my name 85 00:02:07,570 --> 00:02:08,370 is spelled right. But I'm 86 00:02:08,370 --> 00:02:10,760 Joe Ciuffo and I'm a product marketing director 87 00:02:10,760 --> 00:02:12,040 here at Genesys. So my 88 00:02:12,040 --> 00:02:14,420 current position is I focus 89 00:02:14,420 --> 00:02:15,920 on artificial intelligence, which right 90 00:02:15,920 --> 00:02:17,630 now surfaces up through chat 91 00:02:17,630 --> 00:02:19,300 bots, using bots on a 92 00:02:19,300 --> 00:02:21,650 voice channel and using predictive 93 00:02:21,650 --> 00:02:23,810 technologies to identify when to 94 00:02:23,810 --> 00:02:25,550 engage with customers and really 95 00:02:25,530 --> 00:02:26,950 find the right time. But 96 00:02:26,950 --> 00:02:27,640 I always like to point 97 00:02:27,640 --> 00:02:29,410 out that I started here as a support 98 00:02:29,540 --> 00:02:30,980 engineer. So near and dear 99 00:02:30,980 --> 00:02:32,420 to my heart is knowing how to 100 00:02:32,420 --> 00:02:33,480 help people and knowing how 101 00:02:33,480 --> 00:02:35,210 to use these technologies to 102 00:02:35,210 --> 00:02:36,480 actually help the agents that 103 00:02:36,480 --> 00:02:37,430 are using it day in 104 00:02:37,430 --> 00:02:38,010 and day out. So with 105 00:02:39,080 --> 00:02:40,330 that, I'll stop blabbing for 106 00:02:40,330 --> 00:02:41,590 a moment. And Kate, would 107 00:02:41,590 --> 00:02:42,600 you mind introducing yourself to 108 00:02:42,600 --> 00:02:44,310 everyone as well? No, no 109 00:02:44,640 --> 00:02:46,680 problem. Hi there. I'm Kate 110 00:02:46,830 --> 00:02:48,440 Leggett, I'm a VP and 111 00:02:48,440 --> 00:02:52,030 principal analyst here at Forrester Research 112 00:02:52,230 --> 00:02:55,210 and I focus on all 113 00:02:55,210 --> 00:02:58,070 things customer service and customer 114 00:02:58,070 --> 00:03:00,420 engagement. And thank you for 115 00:03:00,440 --> 00:03:01,700 taking an hour out of your 116 00:03:01,700 --> 00:03:02,940 busy days to listen to Joe 117 00:03:03,460 --> 00:03:04,970 and I talk about contact 118 00:03:04,970 --> 00:03:07,240 center trends. So Joe, back 119 00:03:07,240 --> 00:03:09,140 to you. Awesome. Well I 120 00:03:09,140 --> 00:03:09,940 think we're in a good 121 00:03:09,940 --> 00:03:10,940 place here. Why don't we 122 00:03:11,240 --> 00:03:12,370 go ahead and get started. 123 00:03:17,380 --> 00:03:18,030 So I guess I got 124 00:03:18,030 --> 00:03:19,060 to move the slide right? 125 00:03:19,790 --> 00:03:24,010 There you go. So my 126 00:03:24,010 --> 00:03:27,030 first prediction is that agents 127 00:03:27,260 --> 00:03:30,330 aren't essential to scale anymore. 128 00:03:31,020 --> 00:03:32,510 And let me tell you 129 00:03:32,510 --> 00:03:34,480 what I mean by that and 130 00:03:34,480 --> 00:03:35,250 what I want to do 131 00:03:35,250 --> 00:03:36,290 is just take a step 132 00:03:36,370 --> 00:03:40,510 backwards and think about customer 133 00:03:40,510 --> 00:03:43,030 engagement and actually think about 134 00:03:43,030 --> 00:03:45,390 all the wonderful experiences that 135 00:03:45,390 --> 00:03:46,530 surround us in our daily 136 00:03:46,530 --> 00:03:47,860 lives. I mean, I think 137 00:03:47,860 --> 00:03:50,140 about ride sharing apps like 138 00:03:50,150 --> 00:03:52,310 Lyft and Uber that take all 139 00:03:52,310 --> 00:03:54,230 anxiety out of me getting 140 00:03:54,230 --> 00:03:56,020 to my destination because I 141 00:03:56,020 --> 00:03:58,960 have a full disclosure of 142 00:03:59,250 --> 00:04:01,290 information that I need about 143 00:04:01,290 --> 00:04:02,490 my ride to make me 144 00:04:02,490 --> 00:04:04,910 feel comfortable in that experience. 145 00:04:05,540 --> 00:04:07,480 I think about services like 146 00:04:07,580 --> 00:04:11,530 Amazon, like Netflix. I always 147 00:04:11,530 --> 00:04:13,260 joke that those two services 148 00:04:13,260 --> 00:04:14,240 know more about me than 149 00:04:14,240 --> 00:04:16,450 my husband does because if 150 00:04:16,450 --> 00:04:19,300 they're able to recommend products, 151 00:04:20,130 --> 00:04:24,440 movies, content based on my 152 00:04:24,440 --> 00:04:26,920 particular history, what I've done, 153 00:04:26,920 --> 00:04:29,080 that intimate knowledge of where 154 00:04:29,080 --> 00:04:30,210 I've been, what I've done, 155 00:04:30,410 --> 00:04:32,510 how I've rated products or 156 00:04:32,510 --> 00:04:35,300 content. And so what we say 157 00:04:35,300 --> 00:04:38,940 today is that we're surrounded 158 00:04:38,940 --> 00:04:42,330 by these differentiated experiences and 159 00:04:42,330 --> 00:04:43,770 these experiences have done a 160 00:04:43,770 --> 00:04:45,740 good shop at up leveling 161 00:04:45,820 --> 00:04:48,940 our expectations for engagement with 162 00:04:49,230 --> 00:04:50,750 any company that we do business 163 00:04:51,250 --> 00:04:52,570 with, both in our lives 164 00:04:52,640 --> 00:04:55,210 as consumers or in our 165 00:04:55,210 --> 00:04:57,380 business lives. And at Forrester 166 00:04:57,380 --> 00:04:58,050 we say we're in the 167 00:04:58,050 --> 00:04:59,610 age of the customer where 168 00:04:59,610 --> 00:05:02,550 you, the consumer, the B2B 169 00:05:02,940 --> 00:05:06,560 customer, you control the conversation 170 00:05:06,680 --> 00:05:09,000 with any company that you 171 00:05:09,000 --> 00:05:10,880 do business with. And your 172 00:05:10,880 --> 00:05:13,600 expectations are heightened because of 173 00:05:13,600 --> 00:05:16,050 all the wonderful consumer experiences 174 00:05:16,050 --> 00:05:18,670 that surround us. And it's 175 00:05:18,670 --> 00:05:19,500 like when I see on 176 00:05:19,500 --> 00:05:21,970 the screen here, you expect 177 00:05:22,360 --> 00:05:24,590 that any information that you 178 00:05:24,590 --> 00:05:27,330 need is available on any 179 00:05:27,330 --> 00:05:29,460 device at a person's moment 180 00:05:29,520 --> 00:05:32,210 of need. And so what 181 00:05:32,210 --> 00:05:36,130 has happened is again, our 182 00:05:36,130 --> 00:05:42,850 expectations are heightened because of 183 00:05:43,330 --> 00:05:46,230 these wonderful consumer experiences. And 184 00:05:46,230 --> 00:05:47,910 then the way that we 185 00:05:48,000 --> 00:05:51,930 interact with companies has also 186 00:05:51,930 --> 00:05:53,810 changed. So let's look at 187 00:05:53,810 --> 00:05:55,840 some data here. This is data 188 00:05:56,680 --> 00:05:59,180 from last year. It's from 189 00:05:59,260 --> 00:06:01,390 probably the best trove of 190 00:06:01,390 --> 00:06:03,660 contact center data. It comes 191 00:06:03,660 --> 00:06:06,840 from dimension data's a benchmarking 192 00:06:06,840 --> 00:06:08,510 report where they go out 193 00:06:08,510 --> 00:06:10,300 and they survey thousands and 194 00:06:10,300 --> 00:06:12,280 thousands of contact center decision- 195 00:06:12,280 --> 00:06:14,600 makers around the world. And 196 00:06:14,600 --> 00:06:16,270 what they are telling us, 197 00:06:16,270 --> 00:06:17,180 and it's very close to 198 00:06:17,180 --> 00:06:19,080 one Forrester sees as well, 199 00:06:19,500 --> 00:06:22,690 is that customers, again, either 200 00:06:22,690 --> 00:06:25,860 consumers or B2B customers want 201 00:06:25,860 --> 00:06:27,900 very little friction when they 202 00:06:27,900 --> 00:06:31,440 interact with companies, they tend 203 00:06:31,440 --> 00:06:33,640 to choose self- service as 204 00:06:33,640 --> 00:06:35,760 a first point of contact 205 00:06:36,140 --> 00:06:39,420 as they interact with brands. 206 00:06:40,490 --> 00:06:42,920 And if they're not able 207 00:06:42,920 --> 00:06:45,190 to find what they're looking 208 00:06:45,190 --> 00:06:48,360 for via self service, they're moving 209 00:06:48,360 --> 00:06:53,970 to digital engagement modalities, chat 210 00:06:54,280 --> 00:06:58,020 messaging for example, because it 211 00:06:58,090 --> 00:07:00,110 values their time. A data point 212 00:07:00,110 --> 00:07:03,530 from Forrester says that 73% 213 00:07:04,030 --> 00:07:06,800 of customers say that valuing 214 00:07:06,800 --> 00:07:08,480 their time is the most 215 00:07:08,480 --> 00:07:11,730 important thing that companies can 216 00:07:11,730 --> 00:07:13,630 do to provide great customer 217 00:07:13,630 --> 00:07:16,370 service. So again, just looking 218 00:07:16,370 --> 00:07:17,410 at the data here, you'd 219 00:07:17,410 --> 00:07:19,120 look at that top bar 220 00:07:19,440 --> 00:07:21,480 and it says 88% of 221 00:07:21,480 --> 00:07:24,090 contact center decision makers project 222 00:07:24,090 --> 00:07:26,070 that their self service volumes 223 00:07:26,070 --> 00:07:27,320 will increase. They're calling it 224 00:07:27,320 --> 00:07:29,760 robotic automation, but these are 225 00:07:29,760 --> 00:07:31,960 self- service volumes are increasing 226 00:07:31,960 --> 00:07:35,730 this year. 77% say that 227 00:07:35,730 --> 00:07:38,910 digital agent assistant service volumes 228 00:07:38,910 --> 00:07:42,470 will increase. And the third 229 00:07:42,470 --> 00:07:45,470 bar says, and my old 230 00:07:45,470 --> 00:07:46,390 eyes can't see it, I 231 00:07:46,390 --> 00:07:50,210 think it says 66% of 232 00:07:51,080 --> 00:07:53,060 contact center decision makers say 233 00:07:53,060 --> 00:07:57,090 that their overall interaction volumes 234 00:07:57,130 --> 00:07:59,260 will increase. This is because 235 00:07:59,260 --> 00:08:00,880 you make it easier to 236 00:08:00,880 --> 00:08:03,620 engage with the companies. And so your 237 00:08:04,010 --> 00:08:07,320 customers will engage more with 238 00:08:07,320 --> 00:08:08,470 companies. And so what this 239 00:08:08,470 --> 00:08:09,530 means is that companies are 240 00:08:09,530 --> 00:08:13,750 being flooded by this mass 241 00:08:13,920 --> 00:08:17,970 of digital engagement from their 242 00:08:17,970 --> 00:08:20,160 customers. The better, the easier 243 00:08:20,160 --> 00:08:21,780 they make it for customers 244 00:08:21,780 --> 00:08:23,820 to engage, again, more customers 245 00:08:23,930 --> 00:08:25,260 will engage with you. And 246 00:08:25,510 --> 00:08:27,820 you want this because better 247 00:08:27,820 --> 00:08:31,740 engagement strengthens customer relations. But 248 00:08:31,740 --> 00:08:34,330 what happens is you can't 249 00:08:34,330 --> 00:08:36,820 keep up with these engagement 250 00:08:36,820 --> 00:08:39,680 volumes without turning to AI 251 00:08:39,680 --> 00:08:42,010 and automation. And that's where 252 00:08:42,110 --> 00:08:43,730 the prediction of agents are 253 00:08:43,730 --> 00:08:45,810 no longer essential to scale 254 00:08:45,810 --> 00:08:49,710 comes from because companies are 255 00:08:49,710 --> 00:08:53,890 infusing AI and automation everywhere 256 00:08:53,890 --> 00:08:57,910 in their operations to keep 257 00:08:57,910 --> 00:09:01,310 up with these ballooning engagement 258 00:09:01,310 --> 00:09:03,750 falling from their customers and 259 00:09:03,750 --> 00:09:05,880 to deliver the quality of 260 00:09:05,880 --> 00:09:11,180 service that customers expect. So what 261 00:09:11,460 --> 00:09:12,200 you're looking at on the 262 00:09:12,200 --> 00:09:15,480 screen here is what we think 263 00:09:15,480 --> 00:09:18,000 of as being value chain 264 00:09:18,560 --> 00:09:21,230 for AI for customer service, 265 00:09:21,560 --> 00:09:23,500 where AI and automation, again, 266 00:09:23,550 --> 00:09:26,860 it encompasses a wealth of 267 00:09:26,860 --> 00:09:32,210 different technologies that basically add 268 00:09:33,000 --> 00:09:36,770 intelligence to your operations and 269 00:09:37,520 --> 00:09:39,680 offload agents comes from doing 270 00:09:39,680 --> 00:09:42,540 rope repetitive work. So at 271 00:09:42,540 --> 00:09:46,350 the low end of this 272 00:09:46,350 --> 00:09:48,330 value chain, you're looking at 273 00:09:48,330 --> 00:09:50,090 AI and automation being able 274 00:09:50,090 --> 00:09:53,410 to increase efficiency on technology 275 00:09:53,540 --> 00:09:56,510 like RPA or automatic case 276 00:09:56,510 --> 00:09:59,250 classification or automatic routing to 277 00:09:59,250 --> 00:10:01,460 be able to offload all 278 00:10:01,460 --> 00:10:04,100 the reproducible or lower value 279 00:10:04,100 --> 00:10:06,900 tasks from agents. Moving up 280 00:10:06,900 --> 00:10:08,680 the value curve, you've got 281 00:10:08,900 --> 00:10:10,550 AI and automation that can 282 00:10:10,550 --> 00:10:13,360 help reduce friction. For example, 283 00:10:13,360 --> 00:10:15,330 monitoring the sentiment of an 284 00:10:15,330 --> 00:10:19,650 interaction and escalating automatically if 285 00:10:19,650 --> 00:10:22,320 a customer seems to distressed. 286 00:10:22,770 --> 00:10:24,220 Moving up the value chain 287 00:10:24,220 --> 00:10:27,440 you've got enhanced customer empowerment. 288 00:10:27,490 --> 00:10:29,850 This is all about chat 289 00:10:29,850 --> 00:10:31,580 bots and self- service and 290 00:10:31,980 --> 00:10:34,560 self- service processes. Again, we 291 00:10:34,560 --> 00:10:35,610 know that customers want to 292 00:10:35,650 --> 00:10:36,990 self serve as first point 293 00:10:36,990 --> 00:10:40,830 of contact and these technologies 294 00:10:41,090 --> 00:10:44,240 empower great self service. And 295 00:10:44,240 --> 00:10:46,740 then four and five on 296 00:10:46,740 --> 00:10:48,450 this value chain are about 297 00:10:48,760 --> 00:10:52,150 proactive and even preemptive service 298 00:10:52,380 --> 00:10:53,760 where for example, you're looking 299 00:10:53,760 --> 00:10:56,740 at the customer's journey on 300 00:10:56,820 --> 00:10:58,960 a web property independent on 301 00:10:58,960 --> 00:11:01,730 the customer's behavior, you're proactively 302 00:11:01,730 --> 00:11:03,360 engaging with the customer to 303 00:11:03,360 --> 00:11:04,640 be able to start a 304 00:11:04,640 --> 00:11:08,860 conversation or offer content or 305 00:11:08,860 --> 00:11:10,570 give them an offer or 306 00:11:10,570 --> 00:11:13,460 preemptive services, again, all about 307 00:11:13,520 --> 00:11:16,360 connected devices and being able 308 00:11:16,360 --> 00:11:21,210 to to preemptively intervene upon 309 00:11:21,210 --> 00:11:22,900 signs of distress. So what 310 00:11:22,940 --> 00:11:25,280 it means is that companies 311 00:11:25,280 --> 00:11:29,020 are infusing AI and automation 312 00:11:29,020 --> 00:11:30,610 just about everywhere in the 313 00:11:30,610 --> 00:11:32,840 customer service operations and what 314 00:11:32,840 --> 00:11:35,740 it does is it allows 315 00:11:36,110 --> 00:11:38,380 content centers to scale without 316 00:11:38,380 --> 00:11:42,270 necessarily having add agent headcount. 317 00:11:43,540 --> 00:11:44,790 So that was a lot 318 00:11:45,450 --> 00:11:50,370 shareable but. I love that. 319 00:11:50,370 --> 00:11:52,130 Actually a few points that 320 00:11:52,130 --> 00:11:53,160 I had written down about 321 00:11:53,270 --> 00:11:55,090 you said where really that 322 00:11:55,090 --> 00:11:56,820 idea, that ease of access 323 00:11:56,820 --> 00:11:58,440 to the information is sometimes 324 00:11:58,500 --> 00:11:59,830 just as important as the 325 00:11:59,830 --> 00:12:01,900 information you're getting itself. And 326 00:12:01,900 --> 00:12:02,550 I love that you brought 327 00:12:02,550 --> 00:12:04,990 up transportation because some side 328 00:12:04,990 --> 00:12:05,670 notes here, I live in 329 00:12:05,670 --> 00:12:07,390 San Francisco. When I think 330 00:12:07,390 --> 00:12:09,170 about this ease of access 331 00:12:09,170 --> 00:12:11,100 to information and Uber, right? 332 00:12:11,430 --> 00:12:13,440 Transportation in San Francisco, I 333 00:12:13,440 --> 00:12:15,150 can take the subway or 334 00:12:15,150 --> 00:12:15,930 I can take an Uber 335 00:12:15,930 --> 00:12:16,840 and the subway might be 336 00:12:16,840 --> 00:12:18,650 going the exact same direction, 337 00:12:19,120 --> 00:12:20,260 but man, for that last 338 00:12:20,260 --> 00:12:22,010 mile, it's definitely a different 339 00:12:22,010 --> 00:12:23,800 experience. So I am more 340 00:12:23,800 --> 00:12:24,500 likely to pay a little 341 00:12:24,620 --> 00:12:25,840 bit more for the experience 342 00:12:25,840 --> 00:12:26,830 that gets me where I 343 00:12:26,830 --> 00:12:27,810 need to go in a 344 00:12:27,810 --> 00:12:29,970 quicker way. And we're seeing 345 00:12:29,970 --> 00:12:31,590 this with customers as well. 346 00:12:31,930 --> 00:12:33,360 In fact, even though I 347 00:12:33,360 --> 00:12:34,780 hate this term millennial because 348 00:12:34,780 --> 00:12:35,520 it puts me in a 349 00:12:35,520 --> 00:12:37,660 bucket, we are seeing research 350 00:12:37,660 --> 00:12:39,950 that shows that millennial users 351 00:12:39,950 --> 00:12:41,420 of banking apps are much 352 00:12:41,420 --> 00:12:43,320 more likely to switch when 353 00:12:43,320 --> 00:12:44,460 they look at better mobile 354 00:12:44,510 --> 00:12:47,030 or digital capabilities. So you're 355 00:12:47,030 --> 00:12:48,360 probably wondering why I'm talking 356 00:12:48,360 --> 00:12:50,770 about digital capabilities and my 357 00:12:50,770 --> 00:12:52,450 first prediction is actually about 358 00:12:52,450 --> 00:12:54,450 voice. I want to talk about our 359 00:12:54,450 --> 00:12:56,030 first prediction here and that voice isn't 360 00:12:56,030 --> 00:12:58,080 dead, but it's absolutely different. 361 00:12:58,660 --> 00:12:59,730 What we've seen as we 362 00:12:59,730 --> 00:13:01,310 talk with customers and we 363 00:13:01,310 --> 00:13:03,200 look at the research, is 364 00:13:03,200 --> 00:13:05,790 that consumers rate immediate responses 365 00:13:06,070 --> 00:13:07,550 as super important. In fact, 366 00:13:07,640 --> 00:13:09,940 HubSpot report noted that 90% of 367 00:13:09,940 --> 00:13:11,980 consumers put it in important 368 00:13:11,980 --> 00:13:13,580 or very important when it 369 00:13:13,580 --> 00:13:14,940 comes to the immediacy of 370 00:13:14,940 --> 00:13:16,820 the response they get. And 371 00:13:16,820 --> 00:13:17,780 we're also looking at other 372 00:13:17,780 --> 00:13:19,680 research that's showing that these 373 00:13:19,680 --> 00:13:22,350 self service requests or initiations 374 00:13:22,350 --> 00:13:23,820 are coming over a voice 375 00:13:24,060 --> 00:13:26,190 channel. So when you think of voice, you think 376 00:13:26,190 --> 00:13:27,430 of a phone, but that's 377 00:13:27,430 --> 00:13:28,400 not the first place where 378 00:13:28,400 --> 00:13:29,270 it starts or even where 379 00:13:29,270 --> 00:13:30,810 it ends. I always like 380 00:13:30,810 --> 00:13:31,610 to tell the story. When 381 00:13:31,610 --> 00:13:32,250 my wife and I went 382 00:13:32,250 --> 00:13:33,410 to Ireland last year, we 383 00:13:33,410 --> 00:13:34,900 were really excited and she 384 00:13:34,900 --> 00:13:35,870 gave me two things to 385 00:13:35,870 --> 00:13:36,930 make sure that I did. It 386 00:13:36,930 --> 00:13:38,490 was make sure our data 387 00:13:38,490 --> 00:13:39,130 would work when we were 388 00:13:39,130 --> 00:13:40,130 in Ireland because I have 389 00:13:40,130 --> 00:13:41,150 no idea how to use 390 00:13:41,150 --> 00:13:42,990 a map apparently. And the 391 00:13:42,990 --> 00:13:44,430 second one was to make 392 00:13:44,430 --> 00:13:45,520 sure I set a travel alert 393 00:13:45,560 --> 00:13:46,760 on her credit card so 394 00:13:46,760 --> 00:13:47,720 we didn't have any issues. 395 00:13:48,340 --> 00:13:49,360 I remembered to set the 396 00:13:49,360 --> 00:13:50,420 travel alert when I was 397 00:13:50,420 --> 00:13:51,720 in Dublin and my card 398 00:13:51,720 --> 00:13:52,680 got declined at the first 399 00:13:52,680 --> 00:13:54,370 restaurant. And I bring that 400 00:13:54,370 --> 00:13:55,950 up because it was something 401 00:13:55,950 --> 00:13:57,040 we fixed, we phoned in 402 00:13:57,040 --> 00:13:58,140 and fixed it, but it 403 00:13:58,140 --> 00:13:59,100 could have been very different. 404 00:13:59,270 --> 00:14:00,370 What if while I was 405 00:14:00,370 --> 00:14:02,370 packing, I just asked my 406 00:14:02,370 --> 00:14:04,130 Amazon Alexa or my Google 407 00:14:04,130 --> 00:14:05,050 home or some of those 408 00:14:05,050 --> 00:14:06,890 devices to do this for 409 00:14:06,890 --> 00:14:08,440 me. And you start to 410 00:14:08,440 --> 00:14:10,210 think about voice being less 411 00:14:10,210 --> 00:14:11,410 of a channel and more 412 00:14:11,410 --> 00:14:12,920 of an interface. When we 413 00:14:12,920 --> 00:14:14,470 look at these home devices, 414 00:14:14,790 --> 00:14:16,140 they are becoming the towns 415 00:14:16,140 --> 00:14:18,260 square where it may not 416 00:14:18,260 --> 00:14:19,550 be controlled by a business 417 00:14:19,550 --> 00:14:21,280 or even something that you 418 00:14:21,280 --> 00:14:23,830 have direct ownership of but 419 00:14:23,830 --> 00:14:25,560 it's absolutely where communication is 420 00:14:25,560 --> 00:14:27,200 happening and it's absolutely where 421 00:14:27,200 --> 00:14:29,460 that real conversation with customers 422 00:14:29,460 --> 00:14:31,270 are occurring. So it's the 423 00:14:31,270 --> 00:14:33,640 notion of letting someone set 424 00:14:33,640 --> 00:14:34,930 the music they'd like to 425 00:14:34,930 --> 00:14:36,560 listen to and also navigating 426 00:14:36,560 --> 00:14:38,220 through your interface all from 427 00:14:38,220 --> 00:14:39,350 the same place in the 428 00:14:39,350 --> 00:14:41,420 moment of need and alleviating 429 00:14:41,750 --> 00:14:44,310 those user experience issues. Just 430 00:14:44,310 --> 00:14:45,200 to note on that, I 431 00:14:45,200 --> 00:14:46,030 still to this day have 432 00:14:46,030 --> 00:14:47,510 no idea where sending the 433 00:14:47,510 --> 00:14:48,610 travel alert would occur in 434 00:14:48,610 --> 00:14:50,280 my banking app. It's something 435 00:14:50,280 --> 00:14:51,020 I would call in for 436 00:14:51,020 --> 00:14:51,900 or have to dig around 437 00:14:51,900 --> 00:14:53,200 for, but not something that 438 00:14:53,200 --> 00:14:55,980 I would proactively research. So 439 00:14:55,980 --> 00:14:57,700 to tie that in, it 440 00:14:57,700 --> 00:14:58,830 comes down to why should 441 00:14:58,830 --> 00:15:01,170 we care? Well, this is the first time, 442 00:15:01,170 --> 00:15:02,360 especially looking in this next 443 00:15:02,360 --> 00:15:04,090 year, that that technology is 444 00:15:04,090 --> 00:15:05,820 good enough to start leveraging 445 00:15:05,820 --> 00:15:07,740 on the voice channel. As 446 00:15:07,740 --> 00:15:08,980 you think about calling in 447 00:15:08,980 --> 00:15:10,230 on a number now, we 448 00:15:10,230 --> 00:15:11,660 can extend this voice bot 449 00:15:11,660 --> 00:15:13,820 technology. It has the ability 450 00:15:13,820 --> 00:15:15,180 to pick up on nuances 451 00:15:15,180 --> 00:15:17,150 like alphanumeric where if you're 452 00:15:17,150 --> 00:15:18,210 an airline and you're giving 453 00:15:18,210 --> 00:15:19,630 your confirmation code, which is 454 00:15:19,630 --> 00:15:22,760 numbers, digits and letters, this 455 00:15:22,760 --> 00:15:23,610 used to be hard to 456 00:15:23,610 --> 00:15:25,060 understand from a natural language 457 00:15:25,060 --> 00:15:26,790 processing. We don't have these 458 00:15:26,790 --> 00:15:28,450 problems anymore so that we can 459 00:15:28,450 --> 00:15:30,100 change the experience to be 460 00:15:30,100 --> 00:15:31,920 more about the conversation and 461 00:15:31,920 --> 00:15:32,650 where we need to take 462 00:15:32,650 --> 00:15:34,140 you next because we understand 463 00:15:34,140 --> 00:15:35,740 that instead of a maze 464 00:15:35,740 --> 00:15:36,770 of menus that you have 465 00:15:36,770 --> 00:15:38,640 to listen to and hopefully 466 00:15:38,640 --> 00:15:40,890 select the right one. Now 467 00:15:40,960 --> 00:15:41,790 I did cheat a little 468 00:15:41,790 --> 00:15:42,500 bit here. I have a 469 00:15:42,500 --> 00:15:43,820 1A as well on our 470 00:15:43,820 --> 00:15:45,570 predictions and it's because I 471 00:15:45,570 --> 00:15:46,320 don't want you to think that 472 00:15:46,550 --> 00:15:47,470 we're just keying in on 473 00:15:47,470 --> 00:15:50,140 voice. Commerce is messaging. We're 474 00:15:50,140 --> 00:15:51,450 seeing a lot of research 475 00:15:51,540 --> 00:15:52,610 hint at that as well 476 00:15:52,610 --> 00:15:54,460 from our end and for 477 00:15:54,460 --> 00:15:55,330 you out there in the 478 00:15:55,340 --> 00:15:57,220 field and in the audience, 479 00:15:57,460 --> 00:15:58,780 have you ever kept multiple 480 00:15:58,780 --> 00:16:00,420 tabs open on your browser 481 00:16:00,830 --> 00:16:02,180 because you wanted to purchase something, 482 00:16:02,180 --> 00:16:03,450 but you just had another 483 00:16:03,450 --> 00:16:04,790 question around it, right? Think 484 00:16:05,020 --> 00:16:06,530 about shoes that you wanted to buy. 485 00:16:06,880 --> 00:16:08,010 Do those shoes run small, 486 00:16:08,010 --> 00:16:09,060 do they run large? You've 487 00:16:09,060 --> 00:16:09,900 got to look that up. 488 00:16:10,410 --> 00:16:11,420 Think about a flight you 489 00:16:11,420 --> 00:16:12,870 might have for work, is 490 00:16:12,880 --> 00:16:13,810 there a chance if it's 491 00:16:13,810 --> 00:16:14,600 a long flight that you 492 00:16:14,600 --> 00:16:15,620 can get the upgrade even 493 00:16:15,620 --> 00:16:16,840 though that's on the wishlist, 494 00:16:16,840 --> 00:16:18,390 not always happening. It's worth 495 00:16:18,390 --> 00:16:19,600 checking and it stops you 496 00:16:19,600 --> 00:16:21,400 from purchasing it. And what 497 00:16:21,400 --> 00:16:23,300 about something else, maybe even 498 00:16:23,300 --> 00:16:24,580 more in the weeds. You're 499 00:16:24,580 --> 00:16:25,290 trying to get a car 500 00:16:25,290 --> 00:16:26,540 insurance policy. You've just moved 501 00:16:26,540 --> 00:16:27,840 to a new state, you've 502 00:16:27,840 --> 00:16:28,930 already got home insurance with 503 00:16:28,930 --> 00:16:30,340 that company, do you get 504 00:16:30,340 --> 00:16:31,590 a discount? Would it stop 505 00:16:31,590 --> 00:16:32,880 you from just self- serving 506 00:16:32,880 --> 00:16:33,800 and filling that form out 507 00:16:33,800 --> 00:16:36,300 on your own? Messaging is 508 00:16:36,300 --> 00:16:37,970 asynchronous by nature and Kate 509 00:16:37,970 --> 00:16:39,650 brought this up earlier. I 510 00:16:39,650 --> 00:16:41,330 could start chatting with my 511 00:16:41,330 --> 00:16:42,720 company on the train on 512 00:16:42,720 --> 00:16:43,870 the way to work asking 513 00:16:43,870 --> 00:16:45,570 them about this insurance policy. 514 00:16:46,150 --> 00:16:46,730 But once I'm in the 515 00:16:46,730 --> 00:16:48,240 office, I might switch to 516 00:16:48,240 --> 00:16:49,580 my laptop and switching to 517 00:16:49,580 --> 00:16:50,910 my laptop means I'm picking 518 00:16:50,910 --> 00:16:52,520 up on that same conversation 519 00:16:52,540 --> 00:16:54,400 across a messaging channel but 520 00:16:54,400 --> 00:16:55,330 I'm doing it in a different 521 00:16:55,330 --> 00:16:56,650 way and I'm doing it 522 00:16:56,650 --> 00:16:58,830 at a different time. Great 523 00:16:58,830 --> 00:17:00,290 thing about messaging is we 524 00:17:00,290 --> 00:17:02,430 see this burst capability, so 525 00:17:02,430 --> 00:17:03,800 asynchronous, meaning we pick up 526 00:17:03,800 --> 00:17:05,210 when we're ready and then 527 00:17:05,210 --> 00:17:06,340 we can really jump in 528 00:17:06,340 --> 00:17:07,670 and start that conversation when we 529 00:17:07,670 --> 00:17:09,470 have the free time. And 530 00:17:09,470 --> 00:17:10,180 this is what it comes 531 00:17:10,180 --> 00:17:11,840 down to, is giving someone 532 00:17:11,840 --> 00:17:13,170 a tangible reference of when 533 00:17:13,170 --> 00:17:14,410 things are working, when they're 534 00:17:14,410 --> 00:17:15,680 going in the right direction, 535 00:17:16,120 --> 00:17:17,110 and then having a place 536 00:17:17,110 --> 00:17:17,960 that they can come back 537 00:17:18,190 --> 00:17:19,160 and pick up. And that's 538 00:17:19,160 --> 00:17:21,220 what messaging is about. So 539 00:17:21,590 --> 00:17:22,770 I think it all ends 540 00:17:22,770 --> 00:17:24,390 with the fact that messaging 541 00:17:24,390 --> 00:17:26,140 apps tie into payment applications. 542 00:17:26,320 --> 00:17:27,210 This is the first time 543 00:17:27,210 --> 00:17:28,310 we have these channels that 544 00:17:28,310 --> 00:17:30,010 bring everything together and don't 545 00:17:30,010 --> 00:17:31,500 call it a disjointed experience. 546 00:17:31,950 --> 00:17:32,960 Kate I know I have babbled 547 00:17:32,960 --> 00:17:34,060 for a while over back 548 00:17:34,060 --> 00:17:34,280 to you. What do you think about that? 549 00:17:38,380 --> 00:17:40,610 agents are no longer essential to 550 00:17:40,610 --> 00:17:42,620 scale. I talked about digital 551 00:17:42,620 --> 00:17:43,870 engagement in the house self-service 552 00:17:44,390 --> 00:17:46,510 and digital engagement is rising. 553 00:17:46,690 --> 00:17:48,700 You talked about voice self 554 00:17:48,840 --> 00:17:51,380 service, you talked about conversational 555 00:17:51,380 --> 00:17:54,440 commerce, which is powered in 556 00:17:54,500 --> 00:17:58,150 part by bots, by automation. 557 00:17:58,530 --> 00:18:00,910 It all makes sense. This 558 00:18:00,910 --> 00:18:02,210 is the way the world 559 00:18:02,210 --> 00:18:04,250 is going. So what happens 560 00:18:05,240 --> 00:18:09,710 to your agents. Where do 561 00:18:09,710 --> 00:18:13,320 they fall in the spectrum 562 00:18:13,420 --> 00:18:16,250 of importance if again, so 563 00:18:16,250 --> 00:18:21,220 much engagement is going to 564 00:18:21,250 --> 00:18:23,970 self- service, to digital channels, 565 00:18:23,970 --> 00:18:26,450 voice channels that are automated? 566 00:18:27,440 --> 00:18:29,040 So the next trend is 567 00:18:29,040 --> 00:18:32,680 about agents and the technologies 568 00:18:32,680 --> 00:18:35,010 that agents need to be 569 00:18:35,010 --> 00:18:38,820 able to effectively support their 570 00:18:38,820 --> 00:18:41,470 customers. So to be able 571 00:18:41,470 --> 00:18:43,040 to talk about this, let's 572 00:18:43,040 --> 00:18:44,280 look at this data again, 573 00:18:44,440 --> 00:18:46,300 the dimension data that I 574 00:18:46,300 --> 00:18:48,380 had brought up before. So 575 00:18:48,380 --> 00:18:50,700 the bottom set of data is 576 00:18:50,700 --> 00:18:54,010 really interesting. It's all about 577 00:18:54,520 --> 00:18:56,050 phone volumes and it's not 578 00:18:56,440 --> 00:18:58,350 voice self- service, this is 579 00:18:58,350 --> 00:19:01,110 live agents on the phone 580 00:19:01,200 --> 00:19:03,910 answering customer calls. And what 581 00:19:03,910 --> 00:19:06,480 we find is that 64% 582 00:19:06,480 --> 00:19:08,490 of contact center decision makers 583 00:19:08,720 --> 00:19:13,200 believe that voice volumes will 584 00:19:13,200 --> 00:19:17,350 drop. And this is understandable 585 00:19:17,350 --> 00:19:19,680 because we're moving to a 586 00:19:19,680 --> 00:19:23,920 digital first self- service first 587 00:19:23,920 --> 00:19:26,530 world. But what's actually getting 588 00:19:26,530 --> 00:19:29,480 into the contact center? It's 589 00:19:29,480 --> 00:19:31,600 the harder calls, the calls 590 00:19:31,730 --> 00:19:33,730 that weren't able to be 591 00:19:33,730 --> 00:19:37,700 answered via self surface, where a 592 00:19:37,860 --> 00:19:40,010 customer has already gone to 593 00:19:40,010 --> 00:19:41,400 your website, to your mobile 594 00:19:41,400 --> 00:19:43,790 site, looked for information, perhaps 595 00:19:43,790 --> 00:19:46,240 even chatted with an agent, 596 00:19:46,300 --> 00:19:47,900 isn't able to really get 597 00:19:47,900 --> 00:19:49,630 the answer. So they're picking 598 00:19:49,630 --> 00:19:50,860 up the phone and they're 599 00:19:50,860 --> 00:19:53,440 calling a contact center. So 600 00:19:53,830 --> 00:19:56,300 voice calls, the actual volume 601 00:19:56,300 --> 00:19:58,470 is dropping. Again, because self 602 00:19:58,470 --> 00:20:00,280 service is picking off a 603 00:20:00,280 --> 00:20:01,900 lot of the easy inquiries. 604 00:20:02,140 --> 00:20:05,410 But the length of calls 605 00:20:05,470 --> 00:20:08,220 is actually getting longer again, 606 00:20:08,220 --> 00:20:09,260 because you're getting the more 607 00:20:09,260 --> 00:20:11,660 complicated calls. It could be 608 00:20:11,660 --> 00:20:13,470 the exceptions, it could be 609 00:20:13,470 --> 00:20:18,470 the calls where there's multiple 610 00:20:18,470 --> 00:20:22,090 questions within a call. So 611 00:20:22,090 --> 00:20:23,140 your agents are getting the 612 00:20:23,140 --> 00:20:25,860 harder calls. Something else is 613 00:20:25,860 --> 00:20:31,120 happening as well, your customers 614 00:20:32,030 --> 00:20:34,190 are frustrated as they get 615 00:20:34,190 --> 00:20:36,830 to the agent. So the 616 00:20:36,830 --> 00:20:39,090 agent doesn't necessarily only need 617 00:20:39,090 --> 00:20:41,420 to deal with the harder 618 00:20:41,420 --> 00:20:43,850 call, but they may be 619 00:20:43,910 --> 00:20:45,530 having to deal with the customer 620 00:20:45,530 --> 00:20:47,530 who's frustrated because their time 621 00:20:47,530 --> 00:20:49,020 has been wasted by going 622 00:20:49,020 --> 00:20:50,240 to self- service and not 623 00:20:50,240 --> 00:20:51,470 finding what they're looking for. 624 00:20:51,820 --> 00:20:53,680 Or are they maybe anxious. They 625 00:20:53,680 --> 00:20:55,360 have a medication that's not 626 00:20:55,360 --> 00:20:58,570 covered by their policy and 627 00:20:58,570 --> 00:21:00,350 it's a medication that's prescribed 628 00:21:00,350 --> 00:21:01,860 that they really need. Or 629 00:21:01,860 --> 00:21:04,050 they're angry because on their 630 00:21:04,050 --> 00:21:05,750 bills there's a surcharge that 631 00:21:05,750 --> 00:21:07,730 they don't understand. And so 632 00:21:07,730 --> 00:21:09,300 they're in a combative mood. 633 00:21:09,500 --> 00:21:11,500 So the agent actually has a 634 00:21:11,500 --> 00:21:13,460 tough time. They're getting this 635 00:21:13,460 --> 00:21:17,910 escalated call which is a 636 00:21:18,120 --> 00:21:20,610 harder call because the work 637 00:21:20,610 --> 00:21:22,330 is more complex and they're 638 00:21:22,330 --> 00:21:24,130 having to understand the emotional 639 00:21:24,130 --> 00:21:26,020 state of the customer and 640 00:21:26,020 --> 00:21:28,480 react to that emotional state, 641 00:21:28,830 --> 00:21:32,300 turn the conversation around and 642 00:21:32,300 --> 00:21:34,350 do the right thing for 643 00:21:34,350 --> 00:21:36,760 the customer. So where does 644 00:21:36,860 --> 00:21:38,820 this all tie into the 645 00:21:38,820 --> 00:21:43,410 prediction about the agent desktop 646 00:21:44,170 --> 00:21:46,450 evolve? And this is because 647 00:21:46,450 --> 00:21:48,700 your agents today have to 648 00:21:48,700 --> 00:21:50,860 be supported by a much 649 00:21:50,860 --> 00:21:53,490 greater range of technologies to 650 00:21:53,490 --> 00:21:55,450 be able to serve the 651 00:21:55,450 --> 00:21:58,550 customer and provide the quality 652 00:21:58,550 --> 00:22:00,660 of service that they expect. 653 00:22:01,170 --> 00:22:03,500 So what we find is 654 00:22:03,500 --> 00:22:04,520 if you look at most 655 00:22:04,520 --> 00:22:07,550 agent desktops, they have a customer 656 00:22:07,550 --> 00:22:10,130 service solution that they're doing 657 00:22:10,130 --> 00:22:11,530 their work in. And their 658 00:22:11,530 --> 00:22:13,920 customer service solution does things like 659 00:22:14,470 --> 00:22:16,410 help you identify the customer, 660 00:22:16,410 --> 00:22:18,210 pull up the customer history, 661 00:22:18,910 --> 00:22:21,460 being able to capture the 662 00:22:21,460 --> 00:22:24,350 inquiry details, workflow the inquiry. 663 00:22:25,340 --> 00:22:26,670 It's got components of case 664 00:22:26,670 --> 00:22:29,390 management. You may also be 665 00:22:29,390 --> 00:22:31,050 able to pop up some 666 00:22:31,580 --> 00:22:33,770 associated knowledge from the knowledge 667 00:22:33,770 --> 00:22:41,530 base. And this customer service 668 00:22:41,530 --> 00:22:43,770 solution is also able to 669 00:22:43,770 --> 00:22:45,760 work omnichannel inquiries. So not 670 00:22:45,760 --> 00:22:47,390 only phone calls but digital 671 00:22:47,390 --> 00:22:49,530 inquiries as well. But what we 672 00:22:49,530 --> 00:22:52,420 also find is that many 673 00:22:52,420 --> 00:22:54,420 contact centers are layering on 674 00:22:54,480 --> 00:22:57,910 additional technologies to make agents 675 00:22:57,910 --> 00:23:01,070 more efficient, more effective, and 676 00:23:01,070 --> 00:23:03,860 to be able to prescribe 677 00:23:03,860 --> 00:23:05,470 the right set of actions 678 00:23:05,470 --> 00:23:07,940 for the agent. So on 679 00:23:07,940 --> 00:23:10,430 desktops, in terms of efficiency 680 00:23:10,430 --> 00:23:12,600 tools, we see many companies 681 00:23:12,600 --> 00:23:15,130 adopting things like RPA or 682 00:23:15,130 --> 00:23:19,030 process guidance that handhold agents 683 00:23:19,030 --> 00:23:24,890 through predefined processes around effectiveness 684 00:23:24,890 --> 00:23:26,740 tool to make agents more 685 00:23:26,740 --> 00:23:30,420 effective. We see, for example 686 00:23:30,420 --> 00:23:32,450 cognitive search solutions that are 687 00:23:32,450 --> 00:23:36,530 layered on top of silos 688 00:23:36,530 --> 00:23:39,380 of data like bug databases 689 00:23:39,380 --> 00:23:42,040 or content repositories to be 690 00:23:42,040 --> 00:23:43,380 able to pull up the 691 00:23:43,380 --> 00:23:45,710 right content or the right 692 00:23:45,960 --> 00:23:48,640 related data based on the 693 00:23:48,640 --> 00:23:51,380 customer's inquiry. We also see 694 00:23:51,380 --> 00:23:53,250 tools like agent facing chat 695 00:23:53,250 --> 00:23:56,430 bots to help the agent 696 00:23:56,640 --> 00:23:58,540 surface the right data, the 697 00:23:58,540 --> 00:24:00,680 right information that they need 698 00:24:00,940 --> 00:24:02,720 depending on the intent that's 699 00:24:02,720 --> 00:24:05,490 captured from the customer. We 700 00:24:05,490 --> 00:24:08,710 also see collaboration tools where 701 00:24:08,710 --> 00:24:10,760 agents can collaborate with other 702 00:24:10,760 --> 00:24:11,940 agents to work on the 703 00:24:11,940 --> 00:24:14,360 harder work. And we also 704 00:24:14,360 --> 00:24:16,030 see in terms of prescriptive 705 00:24:16,030 --> 00:24:17,020 tool, a lot of the 706 00:24:17,020 --> 00:24:21,360 AI or intelligence fueled solutions 707 00:24:21,360 --> 00:24:23,150 to be able to push 708 00:24:23,150 --> 00:24:25,660 the next best action to 709 00:24:25,660 --> 00:24:26,930 the agent. What's the next 710 00:24:26,930 --> 00:24:29,150 best conversation the agent needs 711 00:24:29,150 --> 00:24:30,570 to have or the right 712 00:24:30,640 --> 00:24:32,500 offer to be able to 713 00:24:32,960 --> 00:24:34,980 present to the agent that 714 00:24:34,980 --> 00:24:38,690 has the highest rate of 715 00:24:38,690 --> 00:24:40,620 being accepted. So what we 716 00:24:40,620 --> 00:24:43,060 find is again, the agents 717 00:24:43,130 --> 00:24:44,680 are working on the harder work 718 00:24:45,040 --> 00:24:49,010 and they are helped along 719 00:24:49,240 --> 00:24:52,420 by this set of tooling 720 00:24:52,640 --> 00:24:54,580 that tends to be assembled 721 00:24:55,260 --> 00:24:56,780 by starting off with a customer 722 00:24:56,780 --> 00:24:58,610 service solution and then layering 723 00:24:58,610 --> 00:25:00,770 on the technologies that are 724 00:25:00,770 --> 00:25:02,100 needed to be able to 725 00:25:02,100 --> 00:25:11,650 adequately support the agent. So 726 00:25:11,750 --> 00:25:14,460 Joe, does that resonate? Yeah. And 727 00:25:15,640 --> 00:25:16,460 it almost looks like I 728 00:25:16,460 --> 00:25:17,310 stole your homework a little 729 00:25:17,570 --> 00:25:18,690 bit, but I love what 730 00:25:18,690 --> 00:25:19,830 you just brought up because 731 00:25:19,830 --> 00:25:21,010 it ties right into our 732 00:25:21,010 --> 00:25:23,640 second prediction that employees become 733 00:25:23,640 --> 00:25:25,590 a brand differentiator that are 734 00:25:25,590 --> 00:25:27,790 augmented by AI. And Kate, 735 00:25:27,790 --> 00:25:28,440 if there's one thing I think that 736 00:25:28,950 --> 00:25:29,910 you hit on really nicely 737 00:25:29,950 --> 00:25:31,550 that I got from that was as 738 00:25:31,550 --> 00:25:33,420 AI is becoming increasingly more 739 00:25:33,420 --> 00:25:36,460 consistent and capable, we're finding 740 00:25:36,460 --> 00:25:37,850 that in the contact center, 741 00:25:37,850 --> 00:25:39,160 the agent's work is going 742 00:25:39,160 --> 00:25:40,050 to become not just more 743 00:25:40,050 --> 00:25:41,980 difficult, but empathetic as well. 744 00:25:42,610 --> 00:25:43,880 So it's important that we 745 00:25:43,880 --> 00:25:46,110 understand that really AI will 746 00:25:46,110 --> 00:25:47,530 enable agents to make better 747 00:25:47,720 --> 00:25:49,680 decisions and focus on empathy 748 00:25:49,860 --> 00:25:52,350 within those customer interactions. And 749 00:25:52,350 --> 00:25:53,900 we're seeing that now through 750 00:25:53,900 --> 00:25:55,450 just- in- time interfaces that 751 00:25:55,450 --> 00:25:57,540 are surfacing both information and 752 00:25:57,540 --> 00:25:59,220 even applications as they're needed 753 00:25:59,220 --> 00:26:01,220 in real time. What I've 754 00:26:01,320 --> 00:26:02,360 gotten away from this, and 755 00:26:02,360 --> 00:26:03,110 even as I was a 756 00:26:03,110 --> 00:26:05,220 support engineer, is that complicated 757 00:26:05,220 --> 00:26:07,350 interfaces and integrations and other 758 00:26:07,350 --> 00:26:09,250 systems, those should no longer 759 00:26:09,250 --> 00:26:10,410 be the obligation of the 760 00:26:10,410 --> 00:26:12,290 agent, rather the bandwidth to 761 00:26:12,290 --> 00:26:14,070 pay attention to this interaction. 762 00:26:14,650 --> 00:26:16,430 So as we're tying that 763 00:26:16,430 --> 00:26:18,130 up for our prediction around 764 00:26:18,130 --> 00:26:20,100 employees becoming a brand differentiator, 765 00:26:20,620 --> 00:26:21,670 we think about that the 766 00:26:21,670 --> 00:26:23,420 rising interactions are happening across 767 00:26:23,470 --> 00:26:25,510 channels, but what's going to 768 00:26:25,580 --> 00:26:26,960 the agents are more difficult. 769 00:26:27,130 --> 00:26:28,110 So the tools that they 770 00:26:28,110 --> 00:26:30,210 need are companion tools that 771 00:26:30,210 --> 00:26:31,860 are infused in those applications, 772 00:26:31,860 --> 00:26:33,760 not beside them, and AI 773 00:26:33,760 --> 00:26:35,370 is helping agents make these 774 00:26:35,370 --> 00:26:36,890 great judgment calls while they're 775 00:26:36,890 --> 00:26:38,970 on an interaction not replacing 776 00:26:38,970 --> 00:26:40,900 agents. So if you remember 777 00:26:40,900 --> 00:26:41,670 a few years ago, Apple 778 00:26:41,670 --> 00:26:42,960 music was really popular for 779 00:26:42,970 --> 00:26:45,570 having real DJs curating playlists. 780 00:26:46,210 --> 00:26:47,910 It was about humans being 781 00:26:47,910 --> 00:26:49,220 important and part of that new 782 00:26:49,220 --> 00:26:50,500 offering they had around Apple 783 00:26:50,500 --> 00:26:52,000 music. I think we're seeing 784 00:26:52,000 --> 00:26:53,290 that pendulum swing come back 785 00:26:53,290 --> 00:26:55,640 again to humans being crucial 786 00:26:55,690 --> 00:26:57,710 to the experience. And just 787 00:26:57,710 --> 00:26:59,180 a quick story there before 788 00:26:59,180 --> 00:27:00,700 I babble like I always 789 00:27:00,700 --> 00:27:02,210 do. When we look at 790 00:27:02,210 --> 00:27:04,050 large retailers, imagine you're a 791 00:27:04,050 --> 00:27:05,670 parent moving your son or 792 00:27:05,670 --> 00:27:07,530 daughter into college. What if 793 00:27:07,530 --> 00:27:08,090 you went to one of 794 00:27:08,090 --> 00:27:09,240 those large retailers and bought 795 00:27:09,240 --> 00:27:10,130 all the items you need 796 00:27:10,130 --> 00:27:11,410 for a dorm, right? The 797 00:27:11,720 --> 00:27:13,530 air conditioning unit, maybe a 798 00:27:13,530 --> 00:27:15,100 mini fridge, maybe some food, 799 00:27:15,540 --> 00:27:17,440 all these different items. If 800 00:27:17,490 --> 00:27:18,570 the roommate already had them, 801 00:27:18,570 --> 00:27:19,520 you might want to return 802 00:27:19,520 --> 00:27:20,690 them. But think about how 803 00:27:20,690 --> 00:27:22,070 many return policies that is. 804 00:27:22,070 --> 00:27:23,160 And we've done the research 805 00:27:23,160 --> 00:27:24,740 and seen on average, these 806 00:27:24,740 --> 00:27:26,020 large retailers have upwards of 807 00:27:26,040 --> 00:27:28,500 19 different return policies. So 808 00:27:28,500 --> 00:27:29,420 if you call in just 809 00:27:29,420 --> 00:27:30,180 to figure out and what 810 00:27:30,180 --> 00:27:31,250 you can actually bring back 811 00:27:31,250 --> 00:27:33,010 and what's a lost cause, 812 00:27:33,370 --> 00:27:34,240 that's a lot for the 813 00:27:34,240 --> 00:27:35,660 agent to dig through. That 814 00:27:35,660 --> 00:27:36,690 means they're going on hold. 815 00:27:36,690 --> 00:27:37,500 That means there's a lot 816 00:27:37,540 --> 00:27:38,870 of ums and uhs as they try 817 00:27:38,870 --> 00:27:39,740 to figure it out on 818 00:27:39,740 --> 00:27:41,930 their end. Using these AI 819 00:27:41,930 --> 00:27:43,960 assisted technologies mean I can 820 00:27:43,960 --> 00:27:45,650 pull up the closest location 821 00:27:45,650 --> 00:27:46,650 to you based around your 822 00:27:46,650 --> 00:27:47,650 call and what you said, 823 00:27:47,650 --> 00:27:49,610 where you're located, what college 824 00:27:49,950 --> 00:27:50,770 and then I can let 825 00:27:50,770 --> 00:27:53,040 the AI identify the nuances 826 00:27:53,040 --> 00:27:54,220 of what items are you 827 00:27:54,220 --> 00:27:56,260 returning and what's the gotchas 828 00:27:56,260 --> 00:27:57,500 there that are important in 829 00:27:57,500 --> 00:27:59,470 that return process. This means 830 00:27:59,470 --> 00:28:00,480 I'm focused on you, the 831 00:28:00,480 --> 00:28:02,840 person calling in, the son 832 00:28:02,840 --> 00:28:03,850 or daughter you've just moved 833 00:28:03,850 --> 00:28:04,880 in and the situation you 834 00:28:04,880 --> 00:28:06,100 have at hand, not on 835 00:28:06,100 --> 00:28:08,280 these individual line items. So 836 00:28:08,280 --> 00:28:09,570 Kate, I'll hand it back 837 00:28:09,570 --> 00:28:10,530 to you here for your 838 00:28:10,530 --> 00:28:11,820 final point and any questions 839 00:28:11,820 --> 00:28:12,790 or comments you have on 840 00:28:12,790 --> 00:28:14,970 this one too? Yeah. The 841 00:28:14,970 --> 00:28:16,020 one thing that I forgot 842 00:28:16,020 --> 00:28:17,150 to say is, and you 843 00:28:17,150 --> 00:28:18,640 said it really well, is 844 00:28:18,760 --> 00:28:21,280 agents have to be supported 845 00:28:21,280 --> 00:28:22,890 by these companion tools or 846 00:28:22,890 --> 00:28:24,660 desktop technologies to be able 847 00:28:24,660 --> 00:28:26,220 to focus on the conversation 848 00:28:26,220 --> 00:28:28,100 at hand. And there's also 849 00:28:28,240 --> 00:28:30,610 technologies that are helping make 850 00:28:30,610 --> 00:28:32,500 agents more empathetic. For example, 851 00:28:32,500 --> 00:28:34,850 behavioral routing, being able to 852 00:28:34,850 --> 00:28:37,220 understand the conversation style of 853 00:28:37,220 --> 00:28:38,420 the customer and routed to 854 00:28:38,790 --> 00:28:40,140 the agent that's got the same 855 00:28:40,260 --> 00:28:43,370 conversational style. Or for example, 856 00:28:43,440 --> 00:28:45,370 popping up on the agent's 857 00:28:45,370 --> 00:28:49,530 screen for example, indicators of 858 00:28:52,030 --> 00:28:55,280 the customer's emotion. Are they 859 00:28:55,360 --> 00:28:57,540 anxious or are they angry? 860 00:28:57,800 --> 00:28:59,090 And again, these are tools, they're 861 00:28:59,500 --> 00:29:02,010 companion tools to not only 862 00:29:02,010 --> 00:29:03,820 help the agent work on the 863 00:29:03,820 --> 00:29:05,840 harder work, but as well 864 00:29:05,840 --> 00:29:09,500 emotionally connect with the customer. Because 865 00:29:09,500 --> 00:29:11,070 if you get these interactions, 866 00:29:11,070 --> 00:29:12,880 these live agent interactions right 867 00:29:12,880 --> 00:29:14,680 it actually has a disproportionate 868 00:29:14,850 --> 00:29:18,140 effect on customer satisfaction and 869 00:29:18,140 --> 00:29:21,010 they're all for overall retention 870 00:29:21,550 --> 00:29:23,480 and loyalty to the brand. 871 00:29:23,480 --> 00:29:25,410 So again, these companion tools 872 00:29:25,410 --> 00:29:26,970 are really important to make 873 00:29:26,970 --> 00:29:27,970 sure that the agents are 874 00:29:28,060 --> 00:29:30,070 fully supported and that they're 875 00:29:30,070 --> 00:29:32,640 able to concentrate on the 876 00:29:32,640 --> 00:29:34,790 conversation of the customer. So 877 00:29:38,400 --> 00:29:40,220 that goes to our next 878 00:29:40,220 --> 00:29:44,360 trend where as you infuse 879 00:29:44,710 --> 00:29:47,610 all of these companion tools, all 880 00:29:47,610 --> 00:29:49,710 this automation, all this AI 881 00:29:49,710 --> 00:29:52,140 into your contact center, the 882 00:29:52,140 --> 00:29:54,790 way that you staff your 883 00:29:54,790 --> 00:29:57,560 contact center has to change. 884 00:29:57,970 --> 00:30:00,310 And this is really interesting. 885 00:30:00,350 --> 00:30:02,470 Think about it this way. 886 00:30:04,040 --> 00:30:06,180 You now have great self 887 00:30:06,180 --> 00:30:10,210 service technology, self service process, 888 00:30:10,580 --> 00:30:12,970 knowledge management, FAQs on your 889 00:30:12,970 --> 00:30:16,300 websites, chat bots that are 890 00:30:16,300 --> 00:30:18,920 able to help answer the 891 00:30:18,920 --> 00:30:23,210 simple, the reproducible questions that your 892 00:30:23,350 --> 00:30:25,900 customers have. So ultimately what 893 00:30:25,900 --> 00:30:27,830 happens to your generalists, what 894 00:30:27,830 --> 00:30:28,990 happens to your tier one 895 00:30:28,990 --> 00:30:31,440 agents? And what many companies 896 00:30:31,440 --> 00:30:33,640 find is that these roles 897 00:30:34,310 --> 00:30:37,620 aren't needed as much as 898 00:30:37,620 --> 00:30:39,100 they were a couple of 899 00:30:39,100 --> 00:30:41,320 years ago. So jobs are 900 00:30:41,320 --> 00:30:45,940 changing where companies need fewer 901 00:30:46,160 --> 00:30:48,220 of the lower tiered agents 902 00:30:48,440 --> 00:30:49,710 and they may take these 903 00:30:49,710 --> 00:30:52,790 agents and retrain them or 904 00:30:52,790 --> 00:30:55,070 repurpose them into new roles. 905 00:30:55,300 --> 00:30:57,030 What about having a tier 906 00:30:57,030 --> 00:30:58,720 one agent now be the 907 00:30:58,720 --> 00:31:01,750 bot supervisor who is supervising 908 00:31:01,750 --> 00:31:04,830 the bot who's answering all 909 00:31:04,830 --> 00:31:06,930 the routine questions that the 910 00:31:07,500 --> 00:31:09,560 agent used to answer? The 911 00:31:09,560 --> 00:31:11,640 agent can take over when 912 00:31:11,640 --> 00:31:13,760 the automation fails or the 913 00:31:13,810 --> 00:31:17,700 agent can recommend new automations 914 00:31:17,800 --> 00:31:20,450 dependent on the customers' incoming 915 00:31:20,450 --> 00:31:22,870 requests. But again, this bot 916 00:31:22,870 --> 00:31:25,670 supervisor or bot manager is 917 00:31:25,670 --> 00:31:27,430 a new role that is 918 00:31:27,430 --> 00:31:29,220 opening up in the contact center 919 00:31:29,220 --> 00:31:31,210 that's perfect for a tier 920 00:31:31,210 --> 00:31:33,210 one agent and it's a 921 00:31:33,210 --> 00:31:34,590 role that didn't exist a couple of 922 00:31:34,910 --> 00:31:36,970 years ago. So what we 923 00:31:36,970 --> 00:31:37,980 also see is that some 924 00:31:37,980 --> 00:31:40,390 jobs are going to become 925 00:31:40,640 --> 00:31:42,660 a lot more important. For 926 00:31:42,660 --> 00:31:46,250 example, think about the roles 927 00:31:46,310 --> 00:31:49,310 that script or create the 928 00:31:49,310 --> 00:31:52,480 content that it fills your FAQs or your 929 00:31:52,480 --> 00:31:54,430 knowledge bases, here on the 930 00:31:54,430 --> 00:31:55,630 screen I call them knowledge 931 00:31:55,630 --> 00:31:58,440 workers. Or think about the 932 00:31:58,590 --> 00:32:00,730 tier three, tier four agents. 933 00:32:02,630 --> 00:32:03,630 The harder work is now 934 00:32:03,630 --> 00:32:05,060 getting to the contact center 935 00:32:05,060 --> 00:32:07,210 agent. And so your agents 936 00:32:07,210 --> 00:32:08,670 have to be retrained, they 937 00:32:08,670 --> 00:32:09,830 have to be up scaled 938 00:32:09,830 --> 00:32:10,870 or perhaps you need a 939 00:32:10,870 --> 00:32:13,130 whole new profile of agents 940 00:32:13,730 --> 00:32:14,900 to work on the really 941 00:32:14,900 --> 00:32:17,950 complex work. We call these 942 00:32:18,000 --> 00:32:19,780 folks super agents. Not only 943 00:32:19,780 --> 00:32:22,760 are they technically competent, they 944 00:32:22,760 --> 00:32:25,070 have all the skills to 945 00:32:25,070 --> 00:32:26,900 be able to answer the 946 00:32:26,900 --> 00:32:29,360 harder questions, but they also 947 00:32:29,360 --> 00:32:33,570 have great emotional intelligence to 948 00:32:33,570 --> 00:32:36,100 be able to relate to 949 00:32:36,100 --> 00:32:38,800 the customer in their anxious 950 00:32:38,800 --> 00:32:41,670 or angry or frustrated state. 951 00:32:42,100 --> 00:32:42,680 And then you're going to 952 00:32:42,680 --> 00:32:43,680 have a whole new set 953 00:32:43,710 --> 00:32:44,960 of jobs that didn't exist 954 00:32:44,960 --> 00:32:47,140 in the contact center. All 955 00:32:47,140 --> 00:32:49,800 the data science roles to 956 00:32:49,800 --> 00:32:50,770 be able to create the 957 00:32:50,780 --> 00:32:52,680 automations, to be able to 958 00:32:53,060 --> 00:32:55,650 create and manage and optimize 959 00:32:55,650 --> 00:32:58,560 the machine learning models. And 960 00:32:58,560 --> 00:33:01,010 then conversational designers. These are 961 00:33:01,010 --> 00:33:05,430 actually business analysts or they 962 00:33:05,430 --> 00:33:09,050 could even be former agents 963 00:33:09,300 --> 00:33:11,230 that are responsible for scripted 964 00:33:11,520 --> 00:33:13,720 bot conversations. So when we 965 00:33:13,720 --> 00:33:16,570 find is that the more 966 00:33:16,570 --> 00:33:18,980 you automate within your contact 967 00:33:18,980 --> 00:33:20,130 center, the more you add 968 00:33:20,130 --> 00:33:23,670 AI, your jobs will slowly 969 00:33:23,670 --> 00:33:25,080 change over time. And let 970 00:33:25,080 --> 00:33:26,530 me tell you two stories. 971 00:33:27,360 --> 00:33:28,480 First of all, there's the 972 00:33:29,420 --> 00:33:33,850 tax service that we probably 973 00:33:33,850 --> 00:33:38,300 all use. They don't hire 974 00:33:38,300 --> 00:33:39,860 agents anymore. They hire two 975 00:33:39,860 --> 00:33:42,150 different roles. The first role 976 00:33:42,150 --> 00:33:44,940 is a software engineer. Somebody 977 00:33:44,940 --> 00:33:46,610 who can trouble shoot their 978 00:33:46,610 --> 00:33:49,410 tax software. The second role 979 00:33:49,410 --> 00:33:50,810 that they hire for is 980 00:33:50,810 --> 00:33:53,040 a tax accountant, somebody who 981 00:33:53,040 --> 00:33:56,240 is able to answer the 982 00:33:56,240 --> 00:33:59,140 harder tax questions that customers 983 00:33:59,140 --> 00:34:02,450 have. So again, they've seen 984 00:34:03,110 --> 00:34:05,160 their jobs change over time. 985 00:34:05,460 --> 00:34:07,570 Pier 1 Imports is really 986 00:34:07,570 --> 00:34:10,780 interesting example. So Pier 1 987 00:34:10,780 --> 00:34:16,480 sells modern furniture over the 988 00:34:16,480 --> 00:34:20,370 web. They don't hire agents 989 00:34:20,370 --> 00:34:23,170 anymore, they hire folks with 990 00:34:24,230 --> 00:34:26,630 design degrees or folks who 991 00:34:26,630 --> 00:34:27,980 have a passion for home 992 00:34:27,980 --> 00:34:29,540 decorating because the questions that 993 00:34:29,540 --> 00:34:30,930 they get aren't about the 994 00:34:30,930 --> 00:34:32,860 dimensions of table or chair 995 00:34:32,860 --> 00:34:36,040 for example. But questions like, 996 00:34:36,270 --> 00:34:38,060 I have yellow walls and 997 00:34:38,060 --> 00:34:39,450 I have a green carpet. 998 00:34:39,480 --> 00:34:41,250 Would the orange couch look 999 00:34:41,250 --> 00:34:42,640 better, would the green couch 1000 00:34:42,640 --> 00:34:44,030 look better? So it's more 1001 00:34:44,030 --> 00:34:47,500 consultancy and advice and they 1002 00:34:47,500 --> 00:34:50,470 find that there's only a 1003 00:34:50,470 --> 00:34:52,220 select number of folks that 1004 00:34:52,220 --> 00:34:54,780 have a real passion for 1005 00:34:54,780 --> 00:34:56,720 home decorating or design and 1006 00:34:56,720 --> 00:34:58,510 they go after those roles. 1007 00:34:58,510 --> 00:34:59,870 What they've also found is 1008 00:34:59,870 --> 00:35:02,000 that they can't source those 1009 00:35:02,000 --> 00:35:05,170 roles within a small geographic 1010 00:35:05,170 --> 00:35:07,070 area to be able to 1011 00:35:07,070 --> 00:35:08,540 staff their contact center. And 1012 00:35:08,540 --> 00:35:10,170 so they actually have had 1013 00:35:10,170 --> 00:35:12,280 to move to a remote 1014 00:35:12,760 --> 00:35:14,300 work at home model for 1015 00:35:14,300 --> 00:35:17,810 their contact center. The other 1016 00:35:17,810 --> 00:35:19,460 big change that's going to 1017 00:35:19,460 --> 00:35:22,110 happen is as the harder work 1018 00:35:22,360 --> 00:35:23,760 gets into your contact center, 1019 00:35:25,710 --> 00:35:27,300 the way that you measure 1020 00:35:27,360 --> 00:35:30,010 outcomes has to change. You 1021 00:35:30,010 --> 00:35:31,850 may not want to hold 1022 00:35:31,920 --> 00:35:34,110 your agents' feet to the 1023 00:35:34,110 --> 00:35:37,230 fire anymore and monitor their 1024 00:35:37,230 --> 00:35:39,410 handle times and their speed 1025 00:35:39,410 --> 00:35:41,330 of answer and all the 1026 00:35:41,330 --> 00:35:43,210 other productivity measures that we 1027 00:35:43,210 --> 00:35:45,350 use in the contact center. You may 1028 00:35:45,350 --> 00:35:47,670 want to be more focused on 1029 00:35:47,730 --> 00:35:49,890 outcomes. How good was the 1030 00:35:49,890 --> 00:35:53,970 interaction, customer satisfaction, quality of 1031 00:35:53,970 --> 00:35:56,440 service metrics that then can 1032 00:35:56,440 --> 00:36:00,100 be tied to customer retention 1033 00:36:00,850 --> 00:36:04,150 and customer lifetime value and 1034 00:36:04,150 --> 00:36:09,040 ultimately company revenue. Shopify for 1035 00:36:09,040 --> 00:36:12,320 example, in one of their 1036 00:36:12,320 --> 00:36:14,300 contact centers they have over 500 1037 00:36:14,300 --> 00:36:17,530 agents and they have moved 1038 00:36:17,580 --> 00:36:19,780 to a quality of service 1039 00:36:19,780 --> 00:36:22,300 metric. They still measure handle 1040 00:36:22,300 --> 00:36:25,150 times mainly to be able 1041 00:36:25,150 --> 00:36:28,610 to appropriately staff their contact 1042 00:36:28,610 --> 00:36:32,070 center, but their agents aren't 1043 00:36:32,430 --> 00:36:37,060 emphasized and penalized on handle 1044 00:36:37,060 --> 00:36:39,740 time or of speed of answers. Again, 1045 00:36:39,780 --> 00:36:42,110 the only measure of success 1046 00:36:42,550 --> 00:36:45,070 and measure of agent success is 1047 00:36:45,070 --> 00:36:48,600 the quality of service. So 1048 00:36:48,600 --> 00:36:50,000 again, as you add AI 1049 00:36:50,000 --> 00:36:51,040 and automation, you've got to 1050 00:36:51,040 --> 00:36:54,410 rethink not only the jobs 1051 00:36:54,920 --> 00:36:57,880 but measures of success metrics 1052 00:36:58,170 --> 00:36:59,690 and as well as your 1053 00:36:59,690 --> 00:37:04,940 workforce staffing policies. So Joe, 1054 00:37:05,670 --> 00:37:07,560 what do you think? I 1055 00:37:07,560 --> 00:37:08,900 love how you brought about 1056 00:37:08,970 --> 00:37:09,850 all of the changes that 1057 00:37:09,850 --> 00:37:10,830 are happening. I think this 1058 00:37:10,830 --> 00:37:12,840 is a really big thing 1059 00:37:12,840 --> 00:37:14,370 and we talk a lot 1060 00:37:14,370 --> 00:37:16,100 about experiences today, right? I 1061 00:37:16,100 --> 00:37:18,070 think we look at experience 1062 00:37:18,070 --> 00:37:19,460 as the platform being our third 1063 00:37:19,460 --> 00:37:20,460 one, and that is about 1064 00:37:20,460 --> 00:37:22,010 as umbrella as umbrella statements 1065 00:37:22,010 --> 00:37:22,940 can get. I want to 1066 00:37:22,940 --> 00:37:24,990 give some detail here around 1067 00:37:24,990 --> 00:37:25,770 what we mean when we 1068 00:37:25,770 --> 00:37:27,390 say experience of the platform 1069 00:37:27,390 --> 00:37:29,430 and why that's important. So 1070 00:37:29,430 --> 00:37:30,910 many companies are going for 1071 00:37:31,290 --> 00:37:33,600 personalized at scale, right? Making 1072 00:37:33,600 --> 00:37:35,060 sure that every customer gets 1073 00:37:35,060 --> 00:37:36,440 the interaction they're looking for. 1074 00:37:36,800 --> 00:37:37,610 There's a few that do 1075 00:37:37,610 --> 00:37:39,190 this really well. When you look 1076 00:37:39,190 --> 00:37:40,480 at Netflix, you don't want 1077 00:37:40,480 --> 00:37:42,550 to browse 20000 movies, that's 1078 00:37:42,630 --> 00:37:43,750 probably not why you're paying 1079 00:37:43,750 --> 00:37:45,310 for it. What do you want to do is 1080 00:37:45,310 --> 00:37:46,360 watch a comedy on a 1081 00:37:46,480 --> 00:37:47,560 Thursday night and you only 1082 00:37:47,560 --> 00:37:48,110 have an hour and a 1083 00:37:48,110 --> 00:37:49,800 half. And when you look 1084 00:37:49,800 --> 00:37:50,930 at other servers there's like 1085 00:37:50,930 --> 00:37:52,310 Lynda which is now LinkedIn 1086 00:37:52,370 --> 00:37:54,990 Learning. I don't want to just take an 1087 00:37:54,990 --> 00:37:56,970 Adobe premiere pro 101 course 1088 00:37:57,080 --> 00:37:57,520 to learn how I'll be 1089 00:37:58,350 --> 00:38:00,220 using this software and I want to be 1090 00:38:00,220 --> 00:38:02,190 a film producer. So it's on 1091 00:38:02,190 --> 00:38:04,220 these companies to curate the 1092 00:38:04,710 --> 00:38:06,620 just wild amounts of content 1093 00:38:06,850 --> 00:38:08,500 they have and make it 1094 00:38:08,500 --> 00:38:10,210 personalized to the person using 1095 00:38:10,210 --> 00:38:11,880 it. This is the year 1096 00:38:11,880 --> 00:38:13,270 that we have that capability 1097 00:38:13,550 --> 00:38:14,670 and this is the year that I think 1098 00:38:14,670 --> 00:38:15,810 we started to see that being 1099 00:38:15,810 --> 00:38:17,670 necessary in the contact centers. 1100 00:38:18,620 --> 00:38:20,050 Today we talked about new 1101 00:38:20,050 --> 00:38:21,840 channels opening up these homes 1102 00:38:21,840 --> 00:38:23,940 or self service agents being 1103 00:38:25,260 --> 00:38:26,830 nudged in certain ways because of 1104 00:38:27,060 --> 00:38:28,350 AI and AI getting this 1105 00:38:28,350 --> 00:38:29,500 new insight. Well something that 1106 00:38:29,500 --> 00:38:31,530 was actually brought up in 1107 00:38:31,530 --> 00:38:32,750 a recent webinar with Ian 1108 00:38:32,750 --> 00:38:34,630 Jacobs towards the notion that 1109 00:38:34,680 --> 00:38:36,920 data science doesn't always know 1110 00:38:36,920 --> 00:38:38,500 contact center and contact center may 1111 00:38:38,790 --> 00:38:40,050 not always know data science. 1112 00:38:40,560 --> 00:38:42,420 So having a platform that 1113 00:38:42,420 --> 00:38:44,090 is unified in that its 1114 00:38:44,090 --> 00:38:46,140 ability to understand why are 1115 00:38:46,140 --> 00:38:47,590 we engaging with that customer 1116 00:38:47,590 --> 00:38:48,830 at this moment of truth 1117 00:38:48,830 --> 00:38:51,070 here and are we personalizing 1118 00:38:51,070 --> 00:38:53,320 this current interaction, the realtime 1119 00:38:53,320 --> 00:38:54,550 data we have about them 1120 00:38:55,060 --> 00:38:56,680 and historical context that we're 1121 00:38:56,680 --> 00:38:58,360 pulling in from integrations around 1122 00:38:58,360 --> 00:39:00,820 them. Lastly, what about that 1123 00:39:00,820 --> 00:39:02,900 context? That context is so 1124 00:39:02,900 --> 00:39:05,020 important so that every conversation 1125 00:39:05,370 --> 00:39:06,500 feels like that customer is 1126 00:39:06,500 --> 00:39:08,420 reaching out to some conversation of 1127 00:39:08,420 --> 00:39:10,150 the company, not just another 1128 00:39:10,150 --> 00:39:11,460 agent that is only talking to them 1129 00:39:11,460 --> 00:39:13,300 right now, but an ongoing 1130 00:39:13,300 --> 00:39:14,970 conversation that not only feeds 1131 00:39:14,970 --> 00:39:17,010 into what's happening between this 1132 00:39:17,010 --> 00:39:19,280 customer and agent relationship but 1133 00:39:19,280 --> 00:39:20,910 also what type of training 1134 00:39:20,910 --> 00:39:22,520 are we providing. We talked 1135 00:39:22,520 --> 00:39:23,350 a lot about that on 1136 00:39:23,350 --> 00:39:25,780 the WEM side around if 1137 00:39:25,780 --> 00:39:27,400 we're training our agents, the 1138 00:39:27,400 --> 00:39:28,410 culture we're building for them 1139 00:39:28,410 --> 00:39:30,130 should be personalized to what they 1140 00:39:30,280 --> 00:39:31,800 need to excel on their 1141 00:39:31,800 --> 00:39:32,980 own as well. I think 1142 00:39:33,120 --> 00:39:34,130 that's really important here is 1143 00:39:34,130 --> 00:39:35,980 that as personalization comes into 1144 00:39:35,980 --> 00:39:37,370 the tools provided to everyone 1145 00:39:37,380 --> 00:39:38,680 in the company, not just 1146 00:39:38,680 --> 00:39:40,200 the interactions that we have here. There's lot 1147 00:39:40,200 --> 00:39:42,800 we can learn. So I 1148 00:39:42,800 --> 00:39:44,260 have babbled, but what I want 1149 00:39:44,300 --> 00:39:46,750 to talk about is experience of platform being 1150 00:39:46,750 --> 00:39:48,500 important as having a commonality 1151 00:39:48,500 --> 00:39:49,760 to do this in unison 1152 00:39:50,060 --> 00:39:51,130 across all the things we 1153 00:39:51,130 --> 00:39:52,900 talked about today. And with 1154 00:39:52,900 --> 00:39:54,450 that I want to end 1155 00:39:54,450 --> 00:39:55,400 on our, what it means 1156 00:39:55,400 --> 00:39:56,540 slides before we open up 1157 00:39:56,540 --> 00:39:57,130 to that Q& A. So 1158 00:39:58,250 --> 00:39:58,850 Kate to kind of bring 1159 00:39:58,850 --> 00:40:00,090 it back to you here, 1160 00:40:00,350 --> 00:40:02,170 is there any of these five points 1161 00:40:02,170 --> 00:40:03,640 that you wanted to highlight as 1162 00:40:03,640 --> 00:40:04,880 we end today, before the 1163 00:40:04,880 --> 00:40:08,280 Q& A? I think it 1164 00:40:08,670 --> 00:40:10,010 all starts with the customer, 1165 00:40:10,390 --> 00:40:14,500 understanding your customer, whether you're 1166 00:40:14,500 --> 00:40:16,170 a consumer brand or you're a B2B 1167 00:40:17,140 --> 00:40:19,750 brand, understand the customer and 1168 00:40:19,750 --> 00:40:22,830 understand the value of supporting 1169 00:40:22,830 --> 00:40:24,470 your customer in the way 1170 00:40:24,470 --> 00:40:25,670 that they want to be 1171 00:40:25,670 --> 00:40:28,280 supported because better customer experiences 1172 00:40:28,510 --> 00:40:30,740 will ultimately translate into a 1173 00:40:30,740 --> 00:40:32,890 more loyal customer base that 1174 00:40:32,890 --> 00:40:35,630 will then translate into increased 1175 00:40:35,630 --> 00:40:38,380 customer retention and ultimately revenue. 1176 00:40:38,840 --> 00:40:40,470 And so understanding your customer, 1177 00:40:40,470 --> 00:40:41,880 you also have to understand 1178 00:40:41,880 --> 00:40:42,740 that they want their time 1179 00:40:42,740 --> 00:40:44,380 to be valued and that 1180 00:40:44,380 --> 00:40:45,920 they want to self serve 1181 00:40:46,150 --> 00:40:47,030 as a first point of 1182 00:40:47,030 --> 00:40:48,840 contact with the company and 1183 00:40:48,840 --> 00:40:50,390 that they are moving to 1184 00:40:50,390 --> 00:40:53,210 digital interactions. Whether it's voice 1185 00:40:53,210 --> 00:40:56,140 self service, whether it's asynchronous 1186 00:40:56,140 --> 00:40:58,580 messaging or whether it's synchronous 1187 00:40:58,580 --> 00:41:00,280 chat, but you really have 1188 00:41:00,280 --> 00:41:03,680 to understand your customers, the 1189 00:41:03,680 --> 00:41:04,850 way they want to interact 1190 00:41:04,850 --> 00:41:06,100 with you and support you're 1191 00:41:06,100 --> 00:41:08,490 customers and the modalities that they 1192 00:41:08,490 --> 00:41:10,450 want to use. As you 1193 00:41:10,450 --> 00:41:11,460 do that, you're going to 1194 00:41:11,460 --> 00:41:12,930 find that your customers want 1195 00:41:13,260 --> 00:41:14,230 to engage with you more 1196 00:41:14,230 --> 00:41:15,410 and more. It's a two 1197 00:41:15,410 --> 00:41:17,220 way relationship but you can't 1198 00:41:17,220 --> 00:41:19,430 keep up with the ballooning 1199 00:41:19,430 --> 00:41:21,520 volumes of interactions. So you've got to 1200 00:41:21,520 --> 00:41:23,800 turn to AI and automation 1201 00:41:23,800 --> 00:41:25,280 to be able to automate 1202 00:41:25,330 --> 00:41:29,020 as much of the interaction 1203 00:41:29,080 --> 00:41:30,900 or the engagement as possible 1204 00:41:31,220 --> 00:41:34,310 and then leave the value 1205 00:41:34,310 --> 00:41:37,030 added interactions to humans. So 1206 00:41:37,030 --> 00:41:38,660 it's AI and automation, like 1207 00:41:38,660 --> 00:41:41,240 Joe said, working together with 1208 00:41:42,040 --> 00:41:44,540 your agents. As you add 1209 00:41:44,540 --> 00:41:46,470 AI and automation to your 1210 00:41:46,470 --> 00:41:50,870 operations, realize that the work 1211 00:41:51,030 --> 00:41:52,960 that your line agents do, 1212 00:41:53,000 --> 00:41:54,560 whether they're digital agents or 1213 00:41:54,560 --> 00:41:55,770 whether they're phone agents is 1214 00:41:56,150 --> 00:41:57,090 going to change, it's going 1215 00:41:57,090 --> 00:41:59,430 to get harder. So your 1216 00:41:59,430 --> 00:42:00,650 interactions are going to get 1217 00:42:00,640 --> 00:42:03,090 longer, the work is going 1218 00:42:03,090 --> 00:42:05,160 to get harder. And so 1219 00:42:05,160 --> 00:42:08,030 you need to train to 1220 00:42:08,030 --> 00:42:09,670 up level your agents. You 1221 00:42:09,670 --> 00:42:11,540 need to staff them differently, 1222 00:42:11,540 --> 00:42:13,180 you need to measure them 1223 00:42:13,180 --> 00:42:15,750 differently. You need to think 1224 00:42:15,750 --> 00:42:18,240 about career pathing them. You need 1225 00:42:18,240 --> 00:42:20,170 to make your agents comfortable 1226 00:42:20,230 --> 00:42:22,630 with AI and automation and 1227 00:42:22,630 --> 00:42:24,270 explain the value of these 1228 00:42:24,270 --> 00:42:25,850 technologies to agents and then 1229 00:42:25,850 --> 00:42:30,830 career path them into roles 1230 00:42:30,830 --> 00:42:32,780 where they have a greater 1231 00:42:32,780 --> 00:42:35,840 impact to the end customer. 1232 00:42:36,140 --> 00:42:37,210 If you do that well, you're going to 1233 00:42:37,480 --> 00:42:39,030 find out that your agents want to 1234 00:42:39,030 --> 00:42:42,340 stay with you longer. Your 1235 00:42:42,340 --> 00:42:44,240 contact center's actually becoming a 1236 00:42:44,240 --> 00:42:45,590 more attractive place to work 1237 00:42:45,590 --> 00:42:51,060 in. And again, look at 1238 00:42:51,060 --> 00:42:52,260 the measures of success. I 1239 00:42:52,260 --> 00:42:53,700 guess that's my bullet five 1240 00:42:54,390 --> 00:42:56,490 and think back to being 1241 00:42:56,490 --> 00:42:58,410 customer centric, think about customer 1242 00:42:58,410 --> 00:43:01,210 centric measures of success. And Joe what 1243 00:43:01,210 --> 00:43:01,940 else? What did I miss? 1244 00:43:03,000 --> 00:43:04,070 I know everyone has heard 1245 00:43:04,070 --> 00:43:05,220 enough from me today, but 1246 00:43:05,220 --> 00:43:05,870 if I think I can 1247 00:43:05,870 --> 00:43:07,170 end it with one sentiment, 1248 00:43:07,410 --> 00:43:08,440 it all comes down to 1249 00:43:08,440 --> 00:43:10,140 what you said, it's trust. 1250 00:43:10,580 --> 00:43:11,390 Even before we get to 1251 00:43:11,390 --> 00:43:12,320 the data we'd like to 1252 00:43:12,320 --> 00:43:14,050 use to build machine learning 1253 00:43:14,050 --> 00:43:15,400 models to help our agents, 1254 00:43:15,400 --> 00:43:16,420 it just comes down to 1255 00:43:16,420 --> 00:43:17,460 do we have that trust 1256 00:43:17,460 --> 00:43:19,080 with the customer? And that's 1257 00:43:19,080 --> 00:43:20,680 the seed. I think it's 1258 00:43:20,680 --> 00:43:22,900 so important that you construct 1259 00:43:22,900 --> 00:43:25,340 these interactions and these experiences 1260 00:43:25,340 --> 00:43:26,290 that are built around the 1261 00:43:26,290 --> 00:43:28,090 notion of is this something 1262 00:43:28,090 --> 00:43:29,270 that's good for the customer? 1263 00:43:29,610 --> 00:43:30,390 And then you'll have the 1264 00:43:30,400 --> 00:43:31,810 data to make those insights. 1265 00:43:31,970 --> 00:43:32,580 And then if you take 1266 00:43:32,580 --> 00:43:33,500 care of that data and use 1267 00:43:33,500 --> 00:43:35,090 it effectively, you have those 1268 00:43:35,090 --> 00:43:36,470 insights to train your agents 1269 00:43:36,470 --> 00:43:37,300 and help them on those 1270 00:43:37,300 --> 00:43:39,230 interactions. But it all starts 1271 00:43:39,230 --> 00:43:40,510 with the notion that you 1272 00:43:40,510 --> 00:43:41,780 have to have that trust 1273 00:43:42,050 --> 00:43:44,410 to get that ability. And 1274 00:43:44,410 --> 00:43:45,960 with that, I think we 1275 00:43:45,960 --> 00:43:46,700 can open it up to a 1276 00:43:46,700 --> 00:43:48,110 few questions here today too. 1277 00:43:48,170 --> 00:43:49,310 Thanks so much to everyone 1278 00:43:49,310 --> 00:43:50,250 and again for sticking with 1279 00:43:50,250 --> 00:43:55,080 us here. Thanks Joe. So 1280 00:43:55,160 --> 00:43:56,970 to remind everybody, if you 1281 00:43:56,970 --> 00:43:57,900 want to participate in the 1282 00:43:57,900 --> 00:43:58,760 quick Q& A that we're 1283 00:43:58,760 --> 00:43:59,910 going to have time for, 1284 00:44:00,900 --> 00:44:01,590 go ahead and throw those 1285 00:44:01,590 --> 00:44:03,130 questions into the Q& A window 1286 00:44:03,130 --> 00:44:03,980 in the top center of 1287 00:44:03,980 --> 00:44:05,870 your screen. And although we 1288 00:44:05,870 --> 00:44:06,900 are almost at a time, 1289 00:44:06,910 --> 00:44:08,660 we'll have enough time for 1290 00:44:08,660 --> 00:44:09,790 about one question that we 1291 00:44:09,790 --> 00:44:11,050 have so far. But don't 1292 00:44:11,050 --> 00:44:12,730 fret, throw your questions in 1293 00:44:12,730 --> 00:44:13,780 there and we'll follow up 1294 00:44:13,780 --> 00:44:15,290 with you via email within 1295 00:44:15,290 --> 00:44:16,480 the next few business days. 1296 00:44:17,580 --> 00:44:18,730 So we did have one 1297 00:44:18,730 --> 00:44:21,290 question regarding demographics Kate, do 1298 00:44:21,860 --> 00:44:22,730 or do you have any 1299 00:44:22,730 --> 00:44:25,270 information of these trends that you discussed 1300 00:44:25,810 --> 00:44:27,970 today or are the same 1301 00:44:27,970 --> 00:44:29,680 across all age groups? Or 1302 00:44:29,680 --> 00:44:30,440 can you go into a 1303 00:44:30,440 --> 00:44:33,490 little bit about the demographics? Yeah, 1304 00:44:33,490 --> 00:44:34,960 they're basically the same across 1305 00:44:34,960 --> 00:44:38,380 all age groups except the... 1306 00:44:41,570 --> 00:44:44,410 what's the demographic of a 75 1307 00:44:44,410 --> 00:44:46,570 year old plus? I forget. 1308 00:44:46,570 --> 00:44:48,120 It's not the golden generation. 1309 00:44:48,120 --> 00:44:53,470 Is it the silent generation? So 1310 00:44:53,500 --> 00:44:57,750 baby boomers, gen Xs, millennials, 1311 00:45:02,420 --> 00:45:06,440 gen Zs, all show that 1312 00:45:06,440 --> 00:45:10,050 they are... because self service has 1313 00:45:10,050 --> 00:45:12,010 gone so good, they are 1314 00:45:12,010 --> 00:45:13,350 self- serving as a first 1315 00:45:13,350 --> 00:45:14,520 point of contact. Of course 1316 00:45:14,520 --> 00:45:17,230 the younger generations self serve 1317 00:45:17,230 --> 00:45:19,350 at a rate that's higher 1318 00:45:19,990 --> 00:45:21,310 and more frequent than the 1319 00:45:21,310 --> 00:45:24,320 older generations. But all demographics 1320 00:45:24,320 --> 00:45:26,110 self serve as a first point of contact 1321 00:45:26,110 --> 00:45:28,110 and all demographics have turned 1322 00:45:28,110 --> 00:45:29,610 to digital engagement to be 1323 00:45:29,610 --> 00:45:32,290 able to reduce friction with 1324 00:45:32,290 --> 00:45:34,410 the exception of the, I 1325 00:45:34,410 --> 00:45:35,410 think it's the 70 or 1326 00:45:35,410 --> 00:45:37,830 75 plus age group that 1327 00:45:37,830 --> 00:45:40,030 is still very phone centric. 1328 00:45:40,320 --> 00:45:42,650 There are some geographic differences, 1329 00:45:42,690 --> 00:45:48,830 there are some slight demographic 1330 00:45:48,830 --> 00:45:51,070 differences. But the trends that 1331 00:45:51,070 --> 00:45:52,910 we have articulated on this 1332 00:45:52,910 --> 00:45:59,070 webinar are fairly common, again, 1333 00:45:59,070 --> 00:46:02,390 across all demographics. So the 1334 00:46:02,390 --> 00:46:03,420 data that I showed was 1335 00:46:03,420 --> 00:46:04,710 from dimension data. If you 1336 00:46:04,710 --> 00:46:06,280 go to their site and 1337 00:46:06,280 --> 00:46:09,100 you can actually segment it 1338 00:46:09,160 --> 00:46:10,780 and drill into it by 1339 00:46:10,780 --> 00:46:13,590 geography and by demographic and 1340 00:46:14,890 --> 00:46:17,410 again, you'll see there are 1341 00:46:17,410 --> 00:46:19,300 regional differences, there are demographic 1342 00:46:19,300 --> 00:46:23,200 differences, but the overarching statements 1343 00:46:23,200 --> 00:46:24,710 that we made are accurate 1344 00:46:25,470 --> 00:46:26,510 and are reflected in the 1345 00:46:26,510 --> 00:46:29,680 data. Joe, anything you want 1346 00:46:29,680 --> 00:46:31,640 to add? I think that 1347 00:46:31,640 --> 00:46:32,670 was a great way to 1348 00:46:32,670 --> 00:46:34,150 end it. I know there's 1349 00:46:34,150 --> 00:46:35,480 more questions in there and 1350 00:46:35,480 --> 00:46:36,880 we can absolutely follow up 1351 00:46:36,880 --> 00:46:38,410 on those, but definitely some 1352 00:46:38,410 --> 00:46:39,950 deeper dives into the nuances 1353 00:46:39,950 --> 00:46:41,300 of agent assist or even 1354 00:46:41,600 --> 00:46:43,210 how business users can have 1355 00:46:43,210 --> 00:46:44,300 a big effect on bot 1356 00:46:44,300 --> 00:46:45,650 building and not need a 1357 00:46:45,650 --> 00:46:47,010 data scientist and everything. But 1358 00:46:47,540 --> 00:46:48,340 we will make sure to 1359 00:46:48,340 --> 00:46:49,180 follow up on that as 1360 00:46:49,180 --> 00:46:53,700 well. And to that, we 1361 00:46:53,700 --> 00:46:54,720 will go ahead and start 1362 00:46:54,720 --> 00:46:56,650 to close out today. So 1363 00:46:56,650 --> 00:46:57,390 all of the data that we 1364 00:46:57,390 --> 00:46:59,100 talked about, all of these trends 1365 00:46:59,100 --> 00:47:00,920 that we discussed within the 1366 00:47:00,920 --> 00:47:02,580 resource list below the Q& A 1367 00:47:02,580 --> 00:47:03,370 window, we do have the 1368 00:47:03,370 --> 00:47:04,810 full report so be sure 1369 00:47:04,810 --> 00:47:06,130 to click and download that 1370 00:47:06,350 --> 00:47:07,650 today. And also be sure 1371 00:47:07,650 --> 00:47:09,260 to check out our upcoming 1372 00:47:09,260 --> 00:47:10,810 webinars and you can click 1373 00:47:10,810 --> 00:47:11,770 the links to that page 1374 00:47:11,770 --> 00:47:13,760 as well. Also as a 1375 00:47:13,760 --> 00:47:16,610 friendly reminder, when you click 1376 00:47:16,610 --> 00:47:17,480 on those, they'll open up 1377 00:47:17,480 --> 00:47:18,190 in a new tab. Be 1378 00:47:18,190 --> 00:47:19,090 sure to click them before 1379 00:47:19,090 --> 00:47:21,230 today's session closes out or 1380 00:47:21,230 --> 00:47:22,130 you will receive an on 1381 00:47:22,130 --> 00:47:23,340 demand recording within the next 1382 00:47:23,340 --> 00:47:24,820 few business days. So just 1383 00:47:24,820 --> 00:47:26,080 be on the lookout. And 1384 00:47:26,080 --> 00:47:27,200 with that, on behalf of 1385 00:47:27,200 --> 00:47:28,590 Joe, Kate and the entire 1386 00:47:28,590 --> 00:47:30,060 Genesys team, we thank you 1387 00:47:30,060 --> 00:47:31,790 again for joining today's webcast, 1388 00:47:31,870 --> 00:47:33,780 Mega Trends Shaping Customer Service 1389 00:47:33,780 --> 00:47:35,850 in 2020. Until next time, 1390 00:47:35,980 --> 00:47:37,010 have a good one everyone. 1391 00:47:39,810 --> 00:47:39,830 Bye bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpm5QAA"] Meet the Speakers Kate Leggett VP & Principal Analyst Forrester Research Joe Ciuffo Product Marketing Director Genesys Genesys Webcast Genesys Winter Innovations 2020 [webinarschedulesingle][cutoff co_thick="2px"]Genesys Winter Innovations continues our commitment to offer flexible options for all customers — whether you’re on-premises or in the cloud. Tune in to learn firsthand what’s new with Genesys and how these innovations will propel your business forward this year. Hear Genesys product leaders discuss what’s new in digital, inbound, outbound, orchestration, artificial intelligence, unified communications, reporting, analytics and more. You’ll also get an update on our innovation vision and strategy — and how to use these new capabilities to deliver business results right now. Register now for this on-demand webinar to learn about: New capabilities in Genesys Cloud, formerly the PureCloud product What’s new with Genesys Engage, formerly the PureEngage application New features available as cloud services specifically for Genesys on-premises customers [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpfnQAA"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys Demo Webinar: See Genesys Cloud in action: What to expect on Day One [webinarschedulesingle][cutoff co_thick="2px"]You’ve made the switch to the Genesys Cloud platform. It’s exciting, but maybe you don’t know what to expect. Join us for the January 2020 demo to learn what the first day in Genesys Cloud looks like. Administrators - Learn about scheduling, script creation and basic workforce management techniques. See how Genesys Cloud simplifies tasks. Agents – Explore voice interaction and see how unified communications will make your job easier. Navigate schedules and learn how to request changes, as needed. Supervisors - Learn how to find and leverage real-time analytics to drive better results in your call center. Manage queues and understand your metrics. Kick off the new year (and decade) right. Optimize your new cloud-based solution from the start.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kpdXQAQ"] Meet the Speaker Rian Logan Senior Strategic Sales Consultant Genesys
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questions answered Overcoming remote agent challenges with active voice biometrics [Webinar Bytes] Make personalized customer experience a reality with Genesys AI How voice technology changes the customer experience [Webinar Bytes] Five successful habits of a CX Hero [Webinar Bytes] Genesys + Zoom: Seamless cloud communications for great customer experiences Take control of digital channels with predictive engagement Integrate Microsoft Teams with Genesys Cloud CCaaS in 2020: Trends informing the movement [Webinar Bytes] 5 things to consider when building chatbots Enhance customer experience with improved audio performance Reduce handle times and improve customer experience with instant video calls Maintain work-from-home productivity and PCI compliance with remote monitoring [Webinar Bytes] AI in the contact center: The promise, reality and future [Webinar Bytes] Unlock the transformative power of AI for contact centers See Genesys Cloud in action: Level up employee engagement with gamification Multicloud for the future of customer and employee experience Top five ways to prepare your contact center for a post-pandemic world Reinventing speech synthesis for personalized CX and brand Make quality and compliance certain, using AI, in a time of uncertainty A look at voice biometrics and why you should care Game on: Engage your at-home workforce See Genesys Cloud in action: Bot Integration Genesys innovations — what’s new GovLoop Online Training Using data to drive agent performance How to turbocharge your employee experience with data-led gamification See Genesys Cloud in action: Salesforce Integrations [Webinar Bytes] The new normal: Redefining business continuity Straight talk on end of support The psychology of motivating contact center employees [Webinar Bytes] Managing change: From on-premises to cloud FCW Cloud Summit – Innovation in Government: Best Practices When Migrating to the Cloud Improve productivity while increasing customer satisfaction Unlock the transformative power of AI for contact centers New Standards for Contact Center Performance State of The Contact Center Technology Genesys Cloud: The power of a visionary workforce engagement solution CX Virtual Tour: Moving from PureConnect to Genesys Cloud AI and the Contact Center Enterprise Connect: Why Your Contact Center Should Be Migrating to the Cloud GovLoop Fireside Chat: How the Cloud Can Boost Employee Engagement See Genesys Cloud in action: Keep your employees happy AI in the contact center: The promise, reality and future GovLoop Fireside Chat – How the Cloud Can Enhance Customer Experience GovLoop Fireside Chat – How the Cloud Can Impact Citizen Trust [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud How to launch self-service knowledge fast Five successful habits of a CX Hero Genesys + Zoom: Seamless cloud communications for great customer experiences How Gov Can Enhance Customer Experience Managing change: From on-premises to cloud The role of Voice AI in business continuity Five ways to leverage AI and agent assist to improve customer experience Make personalized customer experience a reality with Genesys AI See Genesys Cloud in action: Let’s get digital Three ways to extend your cloud contact center All your Contact Center AI security questions answered The new normal: Redefining business continuity CX Heroes: 5 habits of successful contact center managers and agents Looking At 2020: Is Your Contact Center Really Customer-Centric? 3 Pillars of Cloud: Applications, Data, Infrastructure [Webinar Bytes] 5 ways to improve customer service and personalization Monitoring remote agents for engagement, performance and insights See Genesys Cloud in action: Drive better customer experience with AI CX Heroes: 5 ways to improve customer service and personalization [Webinar Bytes] Megatrends shaping customer service in 2020 The cloud conversational AI chatbot designed and built for Genesys Cloud Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud Megatrends shaping customer service in 2020 Genesys Winter Innovations 2020 See Genesys Cloud in action: What to expect on Day One 现场协助 现场协助
h5|今天我们如何为您提供帮助？
sp|2019 新型冠状病毒肺炎影响。 +86 10 6580 0586 04/22/2021 On-demand Webinar On-demand Webinar [email protected] [email protected] [email protected] [email protected] +1.888.436.3797 | | |
pa|ジェネシスのコールセンタープラットフォームは、迅速なイノベーションを可能にし、あらゆる業界や企業規模に対応します。 ジェネシスは常にイノベーションを行っています。カスタマーエクスペリエンスおよび従業員エクスペリエンスの最新情報をご覧ください。 ジェネシスのソリューションが現代のセキュリティー基準以上を達成する方法をご確認ください。 当社のAppFoundryマーケットプレイスから、機能と価値を素早く追加できます。 APIを直接使用せずに機能を拡張できます。プログラミングは必要ありません。 クラウドからクラウドへのシームレスな移行に必要なツールについては、専門の担当者がご対応します。 豊富な経験、専門知識、パーソナライズされたプランにより、スムーズなクラウド移行を実現します。 ジェネシスによるエクスペリエンスをさらに向上させましょう。何が実現できるかをご確認ください。 卓越したカスタマーエクスペリエンスを容易に実現するソフトウェアを使用して、コールセンターを運営しましょう。 Genesys AIを使用して、CXのレベルをスケールアップさせ、貴社のコンタクトセンターのクオリティを向上させましょう。 アプリや連携機能を活用してカスタム・コールセンターを構築できます。 顧客が希望するメッセージングアプリで会話を継続します。 卓越した自動化により、24時間年中無休のセルフサービスサポートを顧客に提供できます。 自然言語理解を備えた、優れたボットにより、スマートなセルフサービスを実現します。 貴社Webサイトでライブチャット機能により会話を開始、リアルタイムに問題を解決します。 プレディクティブルーティングでは、データを有効活用します。 シームレスなオール・イン・ワンのコールセンターソリューションにより、緊密に連携したエクスペリエンスを可能にします。 競争力に優れたカスタマーエクスペリエンスとデジタル変革をあらゆる規模で実現します。 Genesys製品を導入した企業の改善点をご覧いただけます ヘッドセットを付けたヒーローを生み出しましょう。オペレーターは基準を超えたサービスを提供します。 継続的な学習とイノベーションがカスタマーエクスペリエンスの専門家コミュニティーを構築します。 共感に基づいたCXの構築—信頼とロイヤルティーを形成するために。 ジェネシスのコールセンターおよびカスタマーエクスペリエンスに関する各種ソリューションが、いかにビジネスの成功に役立ってきたかをご確認ください。 最適なジェネシスのパートナー会社を見つけるか、パートナーネットワークにご参加ください。企業が目標を達成するお手伝いをします。 ジェネシスが世界中の11,000社もの企業から信頼されている理由をご確認ください。 良質なCXを構築する方法をご覧になれます 顧客が望む場所でサービスを提供し、生産性の高いカスタマージャーニーへと導く方法をご確認ください。 サポート業務は素晴らしい仕事です。サポートチーム全体の能力を向上させる方法をご確認ください。 カスタマーエクスペリエンスのテクノロジーを最大限に活用して、目標を達成し、顧客を満足させましょう 販売、マーケティング、サポートにおけるアプローチを連携させて、顧客を獲得し維持しましょう。 ジェネシス製品によりCXを改善された事例を多数ご紹介します カスタマーエクスペリエンスを改善し、お客様との絆を強める方法をご紹介します。 ジェネシス・ジャパンの最新ニュース、プレスリリースをお届けします データに基づく顧客や従業員の最新動向や、業界のキーパーソンから寄せられたインサイトなどをご紹介します。 デモをリクエスト 導入事例 お問い合わせ Webセミナー 適切なクラウド・コンタクトセンター・ソフトウェアを選択することにより、コールセンターの基本機能から最新のCXイノベーションにいたるまで、優れたカスタマーエクスペリエンスの提供が容易になります。ジェネシスのコールセンター・ソフトウェアを使用すれば、広範に及ぶ優れた機能により、顧客と従業員のエクスペリエンスを高めることができ、企業にいつも寄り添うパートナーとして活躍します。 顧客には好みのチャネルでパーソナライズされたエクスペリエンスを提供し、チームには一瞬一瞬をむだにしないためのツールをもたらします。 Genesys Engage™にはオンプレミス、プライベートクラウド、パブリッククラウドのオプションがあり、コントロール性が充実しています。また、世界最大手のブランドを想定して設計されており、チャネルと仕事をインテリジェントにルーティングする機能と高度なアウトバウンドおよびセルフサービス機能を備えています。 ジェネシスは世界100カ国以上において、毎年700億件以上の卓越したカスタマーエクスペリエンスを支えています。クラウドとAIのパワーを通じて、ジェネシスのテクノロジーはマーケティング、セールス、サービスのすべてのチャネルにおけるカスタマーモーメントをつなぐとともに、従業員の体験も改善します。ジェネシスはExperience as a Service のパイオニアとして、すべての企業が規模を問わず真のパーソナライゼーションを大規模に実現し、共感を持ってかかわり、信頼とロイヤリティを育むことができるように取り組んでいます。これを実現するGenesys Cloudは、パブリック・クラウド・コールセンター・プラットフォームを世界でリードするオールイン・ワン・ソリューションとして、迅速なイノベーション、スケーラビリティ、柔軟性を提供します。 Copyright © 2021 Genesys. All rights reserved.
h1|CXの向上に必要なもの、すべてがここにあります
h2|より良いツールでお客様とより良い会話を
h3|CX設計ツール： 極めて使いやすい、オール・イン・ワンのクラウドコールセンター ニーズとご要望に合う方をお選びください
h4|ジェネシスのテクノロジー ジェネシスのアプローチ 機能 製品 ジェネシスの優位性 ジェネシスのご紹介 課題により資料が検索できます メニュー ライブアシスタンス ライブアシスタンス
h5|今日はどのようにお手伝いできますか？
sp|新型コロナウイルス感染症（COVID-19）による影響。 +03-5989-1300 Genesys PureConnect™は、コールセンターがオール・イン・ワンのオンプレミスソリューションに求める充実した機能と信頼性を備えています。 +03-5989-1300 | | |
pa|ジェネシスのコールセンタープラットフォームは、迅速なイノベーションを可能にし、あらゆる業界や企業規模に対応します。 ジェネシスは常にイノベーションを行っています。カスタマーエクスペリエンスおよび従業員エクスペリエンスの最新情報をご覧ください。 ジェネシスのソリューションが現代のセキュリティー基準以上を達成する方法をご確認ください。 当社のAppFoundryマーケットプレイスから、機能と価値を素早く追加できます。 APIを直接使用せずに機能を拡張できます。プログラミングは必要ありません。 クラウドからクラウドへのシームレスな移行に必要なツールについては、専門の担当者がご対応します。 豊富な経験、専門知識、パーソナライズされたプランにより、スムーズなクラウド移行を実現します。 ジェネシスによるエクスペリエンスをさらに向上させましょう。何が実現できるかをご確認ください。 卓越したカスタマーエクスペリエンスを容易に実現するソフトウェアを使用して、コールセンターを運営しましょう。 Genesys AIを使用して、CXのレベルをスケールアップさせ、貴社のコンタクトセンターのクオリティを向上させましょう。 アプリや連携機能を活用してカスタム・コールセンターを構築できます。 顧客が希望するメッセージングアプリで会話を継続します。 卓越した自動化により、24時間年中無休のセルフサービスサポートを顧客に提供できます。 自然言語理解を備えた、優れたボットにより、スマートなセルフサービスを実現します。 貴社Webサイトでライブチャット機能により会話を開始、リアルタイムに問題を解決します。 プレディクティブルーティングでは、データを有効活用します。 シームレスなオール・イン・ワンのコールセンターソリューションにより、緊密に連携したエクスペリエンスを可能にします。 競争力に優れたカスタマーエクスペリエンスとデジタル変革をあらゆる規模で実現します。 Genesys製品を導入した企業の改善点をご覧いただけます ヘッドセットを付けたヒーローを生み出しましょう。オペレーターは基準を超えたサービスを提供します。 継続的な学習とイノベーションがカスタマーエクスペリエンスの専門家コミュニティーを構築します。 共感に基づいたCXの構築—信頼とロイヤルティーを形成するために。 ジェネシスのコールセンターおよびカスタマーエクスペリエンスに関する各種ソリューションが、いかにビジネスの成功に役立ってきたかをご確認ください。 最適なジェネシスのパートナー会社を見つけるか、パートナーネットワークにご参加ください。企業が目標を達成するお手伝いをします。 ジェネシスが世界中の11,000社もの企業から信頼されている理由をご確認ください。 良質なCXを構築する方法をご覧になれます 顧客が望む場所でサービスを提供し、生産性の高いカスタマージャーニーへと導く方法をご確認ください。 サポート業務は素晴らしい仕事です。サポートチーム全体の能力を向上させる方法をご確認ください。 カスタマーエクスペリエンスのテクノロジーを最大限に活用して、目標を達成し、顧客を満足させましょう 販売、マーケティング、サポートにおけるアプローチを連携させて、顧客を獲得し維持しましょう。 ジェネシス製品によりCXを改善された事例を多数ご紹介します カスタマーエクスペリエンスを改善し、お客様との絆を強める方法をご紹介します。 ジェネシス・ジャパンの最新ニュース、プレスリリースをお届けします データに基づく顧客や従業員の最新動向や、業界のキーパーソンから寄せられたインサイトなどをご紹介します。 デモをリクエスト 導入事例 お問い合わせ Webセミナー ジェネシスでは、パートナーや独立コンサルタント向けに、テクノロジー、報酬プログラム、ビジネス推進の機会を提供します。顧客は、ジェネシスの幅広いパートナーを利用して、計画から実行、その先のフェーズまでプロジェクトを進めることができます。まずは、利用可能なパートナーのタイプ（ 、 、 、 、 ）をご確認ください。続いて、 から、企業に必要な専門知識を備えた、信頼できるローカルパートナーを見つけてください。 ジェネシス国内販売パートナー ジェネシスのAppFoundryプログラムを通じて、他社のコンタクトセンターやカスタマーエクスペリエンス・ソリューションからお客様企業に合うソリューションを見つけ、導入が可能です。 必要なツール、トレーニング、サポートをジェネシス パートナープログラムから入手し、ビジネスの潜在能力を最大限に。 ジェネシスの独立系コンサルタントコミュニティーに参加して、カスタマーエンゲージメントへの投資からより多くのビジネス価値を引き出せるよう顧客を支援してください。 ジェネシスとの提携により、カスタマージャーニーのプロセス全体において、業界をリードするカスタマーエクスペリエンス・テクノロジーをご活用いただけます。顧客のニーズに対応し、世界クラスのカスタマーエクスペリエンスを実現することができます。パートナープログラムでは、パフォーマンスに応じた報酬により、企業の成功をサポートします。また、顧客へ具体的なビジネス価値を提供するためのスキルを素早く習得いただけます。 カスタマーエクスペリエンス・ソリューションの構築方法について、顧客にアドバイスする際には、ジェネシス コミュニティーのサポートをご利用いただけます。実績のあるベストプラクティス、市場動向、アナリストの分析情報など、業務システムやプロセスの構築をサポートし、ビジネス価値を最大限に高めるツールをご用意しています。 ジェネシス AppFoundryは、ジェネシス認定ソリューションを幅広く取り揃えた、活気あふれるアプリのマーケットプレイスです。こちらに、自社のソリューションを公開いただけます。AppFoundryマーケットプレイスでは、問題解決のための商用アプリを容易に探し出し、ジェネシスとの連携の価値を高めることができます。 ジェネシス国内販売パートナー ジェネシスのAppFoundryプログラムを通じて、他社のコンタクトセンターやカスタマーエクスペリエンス・ソリューションからお客様企業に合うソリューションを見つけ、導入が可能です。 必要なツール、トレーニング、サポートをジェネシス パートナープログラムから入手し、ビジネスの潜在能力を最大限に。 ジェネシスの独立系コンサルタントコミュニティーに参加して、カスタマーエンゲージメントへの投資からより多くのビジネス価値を引き出せるよう顧客を支援してください。 ジェネシスは世界100カ国以上において、毎年700億件以上の卓越したカスタマーエクスペリエンスを支えています。クラウドとAIのパワーを通じて、ジェネシスのテクノロジーはマーケティング、セールス、サービスのすべてのチャネルにおけるカスタマーモーメントをつなぐとともに、従業員の体験も改善します。ジェネシスはExperience as a Service のパイオニアとして、すべての企業が規模を問わず真のパーソナライゼーションを大規模に実現し、共感を持ってかかわり、信頼とロイヤリティを育むことができるように取り組んでいます。これを実現するGenesys Cloudは、パブリック・クラウド・コールセンター・プラットフォームを世界でリードするオールイン・ワン・ソリューションとして、迅速なイノベーション、スケーラビリティ、柔軟性を提供します。 Copyright © 2021 Genesys. All rights reserved.
h1|ジェネシスと提携して世界クラスのカスタマーエクスペリエンスを提供
h2|パートナーと顧客の成功を実現する 完全なエコシステム
h3|CX設計ツール： ジェネシスのパートナーとソリューションの詳細 ジェネシス パートナーネットワークへの加入 独立コンサルタントコミュニティーへの参加 AppFoundryソリューションマーケットプレイスの活用 ジェネシスのパートナーとソリューションの詳細
h4|ジェネシスのテクノロジー ジェネシスのアプローチ 機能 製品 ジェネシスの優位性 ジェネシスのご紹介 課題により資料が検索できます メニュー 販売パートナー 販売パートナー AppFoundry AppFoundry 海外パートナーネットワーク 海外パートナーネットワーク 独立系コンサルタント 独立系コンサルタント 販売パートナー AppFoundry 海外パートナーネットワーク 独立系コンサルタント ライブアシスタンス ライブアシスタンス
h5|今日はどのようにお手伝いできますか？
sp|新型コロナウイルス感染症（COVID-19）による影響。 +03-5989-1300 詳細を見る 詳細を見る 詳細を見る 詳細を見る +03-5989-1300 | | |
pa|ジェネシスのコールセンタープラットフォームは、迅速なイノベーションを可能にし、あらゆる業界や企業規模に対応します。 ジェネシスは常にイノベーションを行っています。カスタマーエクスペリエンスおよび従業員エクスペリエンスの最新情報をご覧ください。 ジェネシスのソリューションが現代のセキュリティー基準以上を達成する方法をご確認ください。 当社のAppFoundryマーケットプレイスから、機能と価値を素早く追加できます。 APIを直接使用せずに機能を拡張できます。プログラミングは必要ありません。 クラウドからクラウドへのシームレスな移行に必要なツールについては、専門の担当者がご対応します。 豊富な経験、専門知識、パーソナライズされたプランにより、スムーズなクラウド移行を実現します。 ジェネシスによるエクスペリエンスをさらに向上させましょう。何が実現できるかをご確認ください。 卓越したカスタマーエクスペリエンスを容易に実現するソフトウェアを使用して、コールセンターを運営しましょう。 Genesys AIを使用して、CXのレベルをスケールアップさせ、貴社のコンタクトセンターのクオリティを向上させましょう。 アプリや連携機能を活用してカスタム・コールセンターを構築できます。 顧客が希望するメッセージングアプリで会話を継続します。 卓越した自動化により、24時間年中無休のセルフサービスサポートを顧客に提供できます。 自然言語理解を備えた、優れたボットにより、スマートなセルフサービスを実現します。 貴社Webサイトでライブチャット機能により会話を開始、リアルタイムに問題を解決します。 プレディクティブルーティングでは、データを有効活用します。 シームレスなオール・イン・ワンのコールセンターソリューションにより、緊密に連携したエクスペリエンスを可能にします。 競争力に優れたカスタマーエクスペリエンスとデジタル変革をあらゆる規模で実現します。 Genesys製品を導入した企業の改善点をご覧いただけます ヘッドセットを付けたヒーローを生み出しましょう。オペレーターは基準を超えたサービスを提供します。 継続的な学習とイノベーションがカスタマーエクスペリエンスの専門家コミュニティーを構築します。 共感に基づいたCXの構築—信頼とロイヤルティーを形成するために。 ジェネシスのコールセンターおよびカスタマーエクスペリエンスに関する各種ソリューションが、いかにビジネスの成功に役立ってきたかをご確認ください。 最適なジェネシスのパートナー会社を見つけるか、パートナーネットワークにご参加ください。企業が目標を達成するお手伝いをします。 ジェネシスが世界中の11,000社もの企業から信頼されている理由をご確認ください。 良質なCXを構築する方法をご覧になれます 顧客が望む場所でサービスを提供し、生産性の高いカスタマージャーニーへと導く方法をご確認ください。 サポート業務は素晴らしい仕事です。サポートチーム全体の能力を向上させる方法をご確認ください。 カスタマーエクスペリエンスのテクノロジーを最大限に活用して、目標を達成し、顧客を満足させましょう 販売、マーケティング、サポートにおけるアプローチを連携させて、顧客を獲得し維持しましょう。 ジェネシス製品によりCXを改善された事例を多数ご紹介します カスタマーエクスペリエンスを改善し、お客様との絆を強める方法をご紹介します。 ジェネシス・ジャパンの最新ニュース、プレスリリースをお届けします データに基づく顧客や従業員の最新動向や、業界のキーパーソンから寄せられたインサイトなどをご紹介します。 デモをリクエスト 導入事例 お問い合わせ Webセミナー Customer Webinar Genesys Webinar Customer Webinar Genesys Webinar Customer Webinar Genesys Webinar Customer Webinar Genesys Webinar Customer Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar ジェネシスは世界100カ国以上において、毎年700億件以上の卓越したカスタマーエクスペリエンスを支えています。クラウドとAIのパワーを通じて、ジェネシスのテクノロジーはマーケティング、セールス、サービスのすべてのチャネルにおけるカスタマーモーメントをつなぐとともに、従業員の体験も改善します。ジェネシスはExperience as a Service のパイオニアとして、すべての企業が規模を問わず真のパーソナライゼーションを大規模に実現し、共感を持ってかかわり、信頼とロイヤリティを育むことができるように取り組んでいます。これを実現するGenesys Cloudは、パブリック・クラウド・コールセンター・プラットフォームを世界でリードするオールイン・ワン・ソリューションとして、迅速なイノベーション、スケーラビリティ、柔軟性を提供します。 Copyright © 2021 Genesys. All rights reserved.
di|Genesys Webinar 改めて考えるコンタクトセンターにおけるコロナ対策の現状と在宅運用 [cutoff co_thick="2px"][webinarschedulesingle]新型コロナウイルス感染症発生から約1年が過ぎました。コ―ルセンタ―の職場環境は労働集約型であり、そこで働く従業員の不安は増加し、環境の改善を求める声も高まっています。収束までに、2～3年かかるとも言われている中、社会的インフラでもあるコ―ルセンタ―で働く従業員が、安全で安心して働ける環境を整えるためには何が必要で、これからも持続可能なセンター運営を行うためには、今、どのように方向性を定めていけばよいのか？コールセンター感染症対策の現状振り返りと「感染症対策アセスメント」の開発経緯と目的を紹介するとともに、必要なシステム基盤についてご紹介します。 皆様のご参加をお待ちしております。 ■アジェンダ ・コンタクトセンターにおける感染症対策の振り返りと現状 ・感染症予防対策支援サービス概要の紹介 ・アセスメントプログラムの説明 ・感染症予防対策に必要なシステム基盤のご紹介 ■Webセミナー開催概要 開催日時： 2021年 4月22日（木） 12:00-13:00（翌日以降、オンデマンドで視聴いただけます） タイトル： 改めて考えるコンタクトセンターにおけるコロナ対策の現状と在宅運用 講師： 株式会社OPERA 代表取締役社長 山尾 寿々子様 / ジェネシスクラウドサービス株式会社 マーケティング本部長 斉藤 哲也 視聴時間： 約60分 参加費： 無料 ※ Windows 10以降、Mac OS 10.10以降を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。（対応OSやブラウザについてはこちらをご確認下さい）。[webinarschedule][cutoff co_thick="2px"] 講演者 株式会社OPERA 代表取締役社長 山尾 寿々子 ジェネシスクラウドサービス株式会社 マーケティング本部長 斉藤 哲也 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69690" cid_id="7011T000001YZ1t" cust_form_id="5364"]※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業である株式会社OPERA、株式会社イースマイルの関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のため株式会社OPERA、株式会社イースマイルに対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよび株式会社OPERA、株式会社イースマイルの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 株式会社OPERAのプライバシーポリシー 株式会社イースマイルのプライバシーポリシー ジェネシスクラウドサービス株式会社のプライバシーポリシー ジェネシス・ジャパン Webセミナー 3/25(木)15:00-16:15 Genesys マーケットプレイス「AppFoundry」ソリューションセミナー（第2回） ～新しいチャネル活用によるCXの拡充（在宅、オンライン接客、サポート運用への活用） [cutoff co_thick="2px"][webinarschedulesingle]ジェネシスのAppFoundryは、現在220以上のテクノロジーパートナー様からの約350を超えるアプリケーションを保持するマーケットプレイスです。日本のパートナー様のご登録も現在増えておりまして、当セミナーも昨年の9月に続いて、2回目となります。 今回のAppFoundry Webセミナーでは、コロナをきっかけとして加速している新たな働き方としての在宅ワーク、ビデオコミュニケーションを活用したオンライン接客、リモートサポート運用に活用いただける、BYOCクラウドソリューション（SIP Trunk 電話キャリア接続）、Videoソリューション、SMS（ショートメッセージ）サービスをご紹介致します。ニューノーマル時代に入り、非対面でのお客様とのコミュニケーションをどのように運用して、CXを拡大していくか、ご紹介させていただくソリューションを元に考えていきたいと思います。 みなさまのご参加を心よりお待ちしております。 ※セミナーの視聴には必ず事前にご登録が必要です。 ※ 各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。ブラウザはFireFox、Chrome、Safariをお勧め致します。詳細はこちら。[cutoff]●ご登壇パートナー様とご紹介ソリューション -VONAGE社： -Vonage SIP Trunking -Vonage Video API -メディア4u社： -MediaSMS[webinarschedule][cutoff co_thick="2px"] 講演者 ジェネシス・ジャパン株式会社 テクノロジーパートナーリード 水野 美穂 Vonage Japan 合同会社 カスタマー ソリューション アーキテクト 宮沢 昌幸 株式会社メディア4u 営業グループ兼システム統括 取締役 伊藤 淳一 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69694" cid_id="7011T000001l0yZ" cust_form_id="5364"]※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業であるVonage Japan 合同会社、株式会社メディア4uの関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のためVonage Japan 合同会社、株式会社メディア4uに対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよびVonage Japan 合同会社、株式会社メディア4uの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 Vonage Japan 合同会社のプライバシーポリシー 株式会社メディア4uのプライバシーポリシー ジェネシス・ジャパン株式会社のプライバシーポリシー Genesys Webinar 長期的な視野に立って考える在宅コンタクトセンター・システム選定のポイント [cutoff co_thick="2px"][webinarschedulesingle]1月7日、再び首都圏の1都3県に緊急事態が発表されました。今後の見通しも不透明であり、コンタクトセンターにおいても改めて新型コロナウイルスの感染拡大防止策の徹底や長期的な視野に立って運用を見直す時期に来ていると言えそうです。 昨年来、コンタクトセンターにおける新型コロナウイルスの感染拡大防止策として、最も有効だったのが通勤やセンターでの三密のリスクを回避できるコンタクトセンターの在宅運用でした。多くのコンタクトセンターが在宅運用へと移行しましたが、一方でシステムが起因となって在宅への移行が困難なケースや緊急避難的にシステムを選択したため、レポートやオペレーター管理に大きな負荷がかかり、現場が疲弊するという状況が発生しています。今回のWebセミナーでは、コンタクトセンターの在宅運用を恒久的なものととらえ、長期的な視野に立った場合のシステム選定のポイントとともに、Genesys Cloudのデモを交えながら在宅コンタクトセンターで必要な機能をご紹介します。 皆様のご参加をお待ちしております。 主なアジェンダ ・昨年から今年にかけてのコンタクトセンター業界動向 ・在宅コンタクトセンター事例 ・在宅コンタクトセンター・システム選定のポイント ・在宅コンタクトセンターで必要な機能（Genesys Cloudデモ） ■Webセミナー開催概要 開催日時： 2021年 1月26日（火） 15:00（翌日以降、オンデマンドで視聴いただけます） タイトル： 長期的な視野に立って考える在宅コンタクトセンター・システム選定のポイント 講師： ジェネシス・ジャパン株式会社 コマーシャル営業本部 シニア・アカウント・エグゼクティブ 藤田 亮輔 視聴時間： 約60分 参加費： 無料 ※ Windows 10以降、Mac OS 10.10以降を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。（対応OSやブラウザについてはこちらをご確認下さい）。[webinarschedule][cutoff co_thick="2px"] 講演者 ジェネシス・ジャパン株式会社 コマーシャル営業本部 シニア・アカウント・エグゼクティブ 藤田 亮輔 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69690" cid_id="7011T000001kzwS" cust_form_id="5364"] Genesys Webinar コールセンター白書2020から考えるニューノーマルのコンタクトセンターの姿 [cutoff co_thick="2px"][webinarschedulesingle]今年10月に発表された「コールセンター白書2020」の調査結果および事例等の取材から得た知見をもとに、月刊「コールセンタージャパン」編集長の矢島様より今後のコンタクトセンター市場の現状と課題についてご講演いただきます。 新型コロナウイルスの感染拡大によって、コンタクトセンターを取り巻く環境は昨年とは一変しました。白書のデータをもとにコンタクトセンターにおける新型コロナ対策の現状や意識などをご紹介いただくとともに、アフターコロナのコンタクトセンターのニューノーマルな姿をご提言いただきます。 皆様のご参加をお待ちしております。 開催日時： 2020年 12月16日（水） 15:00（翌日以降、オンデマンドで視聴いただけます） タイトル： コールセンター白書2020から考えるニューノーマルのコンタクトセンターの姿 講師： 株式会社リックテレコム 月刊「コールセンタージャパン」編集長 矢島 竜児 様 視聴時間： 約60分 参加費： 無料 ※ Windows 10以降、Mac OS 10.10以降を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。（対応OSやブラウザについてはこちらをご確認下さい）。[webinarschedule][cutoff co_thick="2px"] 講演者 株式会社リックテレコム コールセンタージャパン編集長 矢島 竜児 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69690" cid_id="7011T000001kyGG" cust_form_id="5364"] ジェネシス・ジャパン、Google Cloud、PLAID 3社合同Webセミナー 10/20(火)15:00-16:30 「ハイパーパーソナライゼーションとAIボットでCXを最大化」 [cutoff co_thick="2px"][webinarschedulesingle]今日、コロナの影響を受け、ビジネスも消費者行動も非接触型へと移行しつつあります。これまで店舗に行って、商品購入の相談、購買、サービスを受けていたことが、Web上に求められています。来店を促すWeb接客、Web上でのコミュニケーション、接客の際のパーソナライゼーション。これらの体験が大きくCXへ影響し、顧客を取り込めるか、につながっていきます。 今回のセミナーでは、卓越したAIボットエンジンを持っているGoogle Cloud、サイトやアプリにおける最良のCXを提供するPLAID、コンタクトセンタークラウドプラットフォームのリーダーGenesysの3社のソリューションを組み合わせ、新しい時代の顧客体験起点のDXをお届け致します。 みなさまのご参加を心よりお待ちしております。 ※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業であるグーグル・クラウド、株式会社プレイドの関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のためグーグル・クラウド、株式会社プレイドに対して共同提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよびグーグル・クラウド、株式会社プレイドの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 個人情報共同提供について： １．共同して利用される個人データの項目：氏名（そのよみがなを含む）、電子メールアドレス、電話番号、所属、本イベントへの参加状況、本イベントの感想※ ２．共同して利用する者の範囲：本イベントに参加する登壇企業（ジェネシス・ジャパン、グーグル・クラウド、株式会社プレイド） ３．利用する者の利用目的：本件プログラムに伴い次に掲げる利用目的で個人情報を取得して登録いたします。 本イベントの運営（セミナー等のイベントのご案内の送付、参加申込みの受付、出欠状況の確認、アンケートの送付など）のため登壇企業が、お客様に役立つものと判断した場合において、各企業のイベント、サービス、製品等のご案内の送付などのため本イベントに際して、撮影・録音を行った場合、当該写真又は録音した情報を本イベントの案内や記録とするため グーグル・クラウドのプライバシーポリシー 株式会社プレイドのプライバシーポリシー ジェネシス・ジャパンのプライバシーポリシー [cutoff co_thick="2px"] 講演者 ジェネシス・ジャパン株式会社 テクノロジーパートナー リード 水野 美穂 グーグル・クラウド・ジャパン 技術部長 渕野 大輔 株式会社プレイド Customer Experience Designer 石井 晃樹 [mktoform cta_button="セミナーを視聴する" cid_id="7011T000001kwqb"] 消去 ジェネシス・ジャパン Webセミナー 3/25(木)15:00-16:15 Genesys マーケットプレイス「AppFoundry」ソリューションセミナー（第2回） ～新しいチャネル活用によるCXの拡充（在宅、オンライン接客、サポート運用への活用） [cutoff co_thick="2px"][webinarschedulesingle]ジェネシスのAppFoundryは、現在220以上のテクノロジーパートナー様からの約350を超えるアプリケーションを保持するマーケットプレイスです。日本のパートナー様のご登録も現在増えておりまして、当セミナーも昨年の9月に続いて、2回目となります。 今回のAppFoundry Webセミナーでは、コロナをきっかけとして加速している新たな働き方としての在宅ワーク、ビデオコミュニケーションを活用したオンライン接客、リモートサポート運用に活用いただける、BYOCクラウドソリューション（SIP Trunk 電話キャリア接続）、Videoソリューション、SMS（ショートメッセージ）サービスをご紹介致します。ニューノーマル時代に入り、非対面でのお客様とのコミュニケーションをどのように運用して、CXを拡大していくか、ご紹介させていただくソリューションを元に考えていきたいと思います。 みなさまのご参加を心よりお待ちしております。 ※セミナーの視聴には必ず事前にご登録が必要です。 ※ 各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。ブラウザはFireFox、Chrome、Safariをお勧め致します。詳細はこちら。[cutoff]●ご登壇パートナー様とご紹介ソリューション -VONAGE社： -Vonage SIP Trunking -Vonage Video API -メディア4u社： -MediaSMS[webinarschedule][cutoff co_thick="2px"] 講演者 ジェネシス・ジャパン株式会社 テクノロジーパートナーリード 水野 美穂 Vonage Japan 合同会社 カスタマー ソリューション アーキテクト 宮沢 昌幸 株式会社メディア4u 営業グループ兼システム統括 取締役 伊藤 淳一 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69694" cid_id="7011T000001l0yZ" cust_form_id="5364"]※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業であるVonage Japan 合同会社、株式会社メディア4uの関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のためVonage Japan 合同会社、株式会社メディア4uに対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよびVonage Japan 合同会社、株式会社メディア4uの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 Vonage Japan 合同会社のプライバシーポリシー 株式会社メディア4uのプライバシーポリシー ジェネシス・ジャパン株式会社のプライバシーポリシー Genesys Webinar 長期的な視野に立って考える在宅コンタクトセンター・システム選定のポイント [cutoff co_thick="2px"][webinarschedulesingle]1月7日、再び首都圏の1都3県に緊急事態が発表されました。今後の見通しも不透明であり、コンタクトセンターにおいても改めて新型コロナウイルスの感染拡大防止策の徹底や長期的な視野に立って運用を見直す時期に来ていると言えそうです。 昨年来、コンタクトセンターにおける新型コロナウイルスの感染拡大防止策として、最も有効だったのが通勤やセンターでの三密のリスクを回避できるコンタクトセンターの在宅運用でした。多くのコンタクトセンターが在宅運用へと移行しましたが、一方でシステムが起因となって在宅への移行が困難なケースや緊急避難的にシステムを選択したため、レポートやオペレーター管理に大きな負荷がかかり、現場が疲弊するという状況が発生しています。今回のWebセミナーでは、コンタクトセンターの在宅運用を恒久的なものととらえ、長期的な視野に立った場合のシステム選定のポイントとともに、Genesys Cloudのデモを交えながら在宅コンタクトセンターで必要な機能をご紹介します。 皆様のご参加をお待ちしております。 主なアジェンダ ・昨年から今年にかけてのコンタクトセンター業界動向 ・在宅コンタクトセンター事例 ・在宅コンタクトセンター・システム選定のポイント ・在宅コンタクトセンターで必要な機能（Genesys Cloudデモ） ■Webセミナー開催概要 開催日時： 2021年 1月26日（火） 15:00（翌日以降、オンデマンドで視聴いただけます） タイトル： 長期的な視野に立って考える在宅コンタクトセンター・システム選定のポイント 講師： ジェネシス・ジャパン株式会社 コマーシャル営業本部 シニア・アカウント・エグゼクティブ 藤田 亮輔 視聴時間： 約60分 参加費： 無料 ※ Windows 10以降、Mac OS 10.10以降を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。（対応OSやブラウザについてはこちらをご確認下さい）。[webinarschedule][cutoff co_thick="2px"] 講演者 ジェネシス・ジャパン株式会社 コマーシャル営業本部 シニア・アカウント・エグゼクティブ 藤田 亮輔 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69690" cid_id="7011T000001kzwS" cust_form_id="5364"] Genesys Webinar コールセンター白書2020から考えるニューノーマルのコンタクトセンターの姿 [cutoff co_thick="2px"][webinarschedulesingle]今年10月に発表された「コールセンター白書2020」の調査結果および事例等の取材から得た知見をもとに、月刊「コールセンタージャパン」編集長の矢島様より今後のコンタクトセンター市場の現状と課題についてご講演いただきます。 新型コロナウイルスの感染拡大によって、コンタクトセンターを取り巻く環境は昨年とは一変しました。白書のデータをもとにコンタクトセンターにおける新型コロナ対策の現状や意識などをご紹介いただくとともに、アフターコロナのコンタクトセンターのニューノーマルな姿をご提言いただきます。 皆様のご参加をお待ちしております。 開催日時： 2020年 12月16日（水） 15:00（翌日以降、オンデマンドで視聴いただけます） タイトル： コールセンター白書2020から考えるニューノーマルのコンタクトセンターの姿 講師： 株式会社リックテレコム 月刊「コールセンタージャパン」編集長 矢島 竜児 様 視聴時間： 約60分 参加費： 無料 ※ Windows 10以降、Mac OS 10.10以降を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。（対応OSやブラウザについてはこちらをご確認下さい）。[webinarschedule][cutoff co_thick="2px"] 講演者 株式会社リックテレコム コールセンタージャパン編集長 矢島 竜児 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69690" cid_id="7011T000001kyGG" cust_form_id="5364"] ジェネシス・ジャパン、Google Cloud、PLAID 3社合同Webセミナー 10/20(火)15:00-16:30 「ハイパーパーソナライゼーションとAIボットでCXを最大化」 [cutoff co_thick="2px"][webinarschedulesingle]今日、コロナの影響を受け、ビジネスも消費者行動も非接触型へと移行しつつあります。これまで店舗に行って、商品購入の相談、購買、サービスを受けていたことが、Web上に求められています。来店を促すWeb接客、Web上でのコミュニケーション、接客の際のパーソナライゼーション。これらの体験が大きくCXへ影響し、顧客を取り込めるか、につながっていきます。 今回のセミナーでは、卓越したAIボットエンジンを持っているGoogle Cloud、サイトやアプリにおける最良のCXを提供するPLAID、コンタクトセンタークラウドプラットフォームのリーダーGenesysの3社のソリューションを組み合わせ、新しい時代の顧客体験起点のDXをお届け致します。 みなさまのご参加を心よりお待ちしております。 ※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業であるグーグル・クラウド、株式会社プレイドの関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のためグーグル・クラウド、株式会社プレイドに対して共同提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよびグーグル・クラウド、株式会社プレイドの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 個人情報共同提供について： １．共同して利用される個人データの項目：氏名（そのよみがなを含む）、電子メールアドレス、電話番号、所属、本イベントへの参加状況、本イベントの感想※ ２．共同して利用する者の範囲：本イベントに参加する登壇企業（ジェネシス・ジャパン、グーグル・クラウド、株式会社プレイド） ３．利用する者の利用目的：本件プログラムに伴い次に掲げる利用目的で個人情報を取得して登録いたします。 本イベントの運営（セミナー等のイベントのご案内の送付、参加申込みの受付、出欠状況の確認、アンケートの送付など）のため登壇企業が、お客様に役立つものと判断した場合において、各企業のイベント、サービス、製品等のご案内の送付などのため本イベントに際して、撮影・録音を行った場合、当該写真又は録音した情報を本イベントの案内や記録とするため グーグル・クラウドのプライバシーポリシー 株式会社プレイドのプライバシーポリシー ジェネシス・ジャパンのプライバシーポリシー [cutoff co_thick="2px"] 講演者 ジェネシス・ジャパン株式会社 テクノロジーパートナー リード 水野 美穂 グーグル・クラウド・ジャパン 技術部長 渕野 大輔 株式会社プレイド Customer Experience Designer 石井 晃樹 [mktoform cta_button="セミナーを視聴する" cid_id="7011T000001kwqb"] ジェネシス・ジャパン Webセミナー 9/25(金)15:00-16:15 Genesys マーケットプレイス「Appfoundry」ソリューションセミナー（第1回） ～日本のCXをさらに強化していくGenesysのパートナーシップコミュニティご紹介～ [cutoff co_thick="2px"]ジェネシスのAppFoundryは現在、220以上のテクノロジーパートナーからの約350を超えるアプリケーションをリストしています。顧客関係管理（CRM）、ワークロード管理、アナリティクス、決済処理、マーケティングオートメーション、デジタル、セルフサービス、アウトバウンド、人工知能、ワークフォース最適化、コラボレーションやナレッジマネジメントなど、ジェネシスのカスタマーエクスペリエンス・プラットフォームと連携するようにプリビルトされています。 これらをGenesys製品をご利用のお客様、ご検討のお客様に知っていただく場として、今回日本で初めてAppfoundryセミナーを開催することとなりました。今年、新たに日本から３つのソリューションが登録され、合計5つの掲載となりました。年度末までには二桁を目指し、該当テクノロジーを絶賛リクルーティング中です。今回はこの中から３つのソリューションをご紹介させていただきます。 みなさまのご参加を心よりお待ちしております。 ジェネシス・ジャパン Webセミナー 9/25(金)15:00-16:15 「Genesys マーケットプレイス「Appfoundry」ソリューションセミナー（第1回）」 日本のCXをさらに強化していくGenesysのパートナーシップコミュニティご紹介 ●ご紹介ソリューション -CRMateモバイル：富士通株式会社様 -QuickSummary：株式会社エーアイスクエア様 -M-Talk：コミュニケーション・ブリッジ株式会社様 ※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業である株式会社エーアイスクエア、コミュニケーション・ブリッジ株式会社、富士通株式会社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のため株式会社エーアイスクエア、コミュニケーション・ブリッジ株式会社、富士通株式会社に対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよび株式会社エーアイスクエア、コミュニケーション・ブリッジ株式会社、富士通株式会社の個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 株式会社エーアイスクエアのプライバシーポリシー コミュニケーション・ブリッジ株式会社のプライバシーポリシー 富士通株式会社のプライバシーポリシー ジェネシス・ジャパンのプライバシーポリシー[cutoff co_thick="2px"] 講演者 株式会社エーアイスクエア 執行役員 営業部 部長 堀 友彦 コミュニケーション・ブリッジ株式会社 執行役員 垣内 隆志 富士通株式会社 ソーシャルデザイン事業本部 デジタルタッチポイント事業部 第一ソリューション部 栗田 奈央子 [mktoform cta_button="アーカイブを視聴する" cid_id="7011T000001kvpR"] Genesys Webinar ジェネシス×CTCジョイントセミナー 西日本編 8/27(木)15:00-16:10 今やらなあかん！在宅コンタクトセンターをどう作る？ ～ユーザー代表ノーリツ様の課題、疑問にお答えします！～ [cutoff co_thick="2px"][webinarschedulesingle]新型コロナウイルス(COVID-19)感染症をきっかけとして、コンタクトセンターの在宅オペレーションへの対応は急務となっています。しかし、センターが在宅を進める上での課題に対して何をどうやればいいのか、また見落としたポイントはないのか？など心配されている企業も多いのではないでしょうか。 今回は、ジェネシスのユーザー企業であるノーリツ様に、ユーザーを代表して、まさに在宅化を検討するうえで抱えていらっしゃる課題、疑問を我々ジェネシスと伊藤忠テクノソリューションズ（CTC）へぶつけていただこうと考えております。 そして、今回は、西日本のみなさまに向けて、「今やらなあかん！」と関西弁丸出しでお話しさせていただきます。 Webセミナーとなりますが、みなさまの課題にお応えすべくお届けしたいと思います。セミナー中にご質問もお受けいたします。ご参加を心よりお待ちしております。 ジェネシス×CTCジョイントセミナー 西日本編 8/27(木)15:00-16:10 今やらなあかん！在宅コンタクトセンターをどう作る？ ～ユーザー代表ノーリツ様の課題、疑問にお答えします！～ ※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業である伊藤忠テクノソリューションズ株式会社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のため個人情報を伊藤忠テクノソリューションズ株式会社に対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよび伊藤忠テクノソリューションズの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 ジェネシス・ジャパンのプライバシーポリシー 伊藤忠テクノソリューションズのプライバシーポリシー[cutoff co_thick="2px"] 講演者 株式会社ノーリツ サービス事業部 お客さま室 業務サポートセンター 伊藤 陽祐 伊藤忠テクノソリューションズ株式会社 西日本営業第3部 営業第1課 課長 井上 信孝 ジェネシス・ジャパン株式会社 第一営業本部 西日本営業部 部長 橋本 健 [mktoform cta_button="セミナーを視聴する" cid_id="7011T000001t8yg"] Genesys Webinar Genesys × CTC CX(顧客体験）Webセミナー 4回シリーズで開催！ 第3回：6/12(金)15:00- オフラインデータを活用したハイパーパーソナライゼーション ー顧客の期待を超えるCXを実現するクラウド×AI×データ活用術ー [cutoff co_thick="2px"][webinarschedulesingle]顧客のWebアクセス情報やデモグラフィックデータに基づきセグメント分類されているケースが多い中、今後は顧客動線をリアルタイムに反映されたWEB接客や顧客関連データを活用したハイパーパーソナライゼーションのニーズが出てきています。 一方、コンタクトセンターをお持ちの企業では、顧客情報に加え、顧客の声や社員の声（VoCやVoE）が多く蓄積されています。 これら企業内のあらゆるデータをAIと共に活用することで、より迅速に、より適切なタイミングでひとりひとりの顧客へ期待を超えるCXが提供できます。 今回のセミナーでは、コンタクトセンターが持っているデータ(オフラインデータ）がいかに顧客ロイヤリティを高めるために役に立つのか、MA連携などの活用案も交えながら解説致します。 第3回Webセミナー：6月12日(金)15:00- ※1時間 「オフラインデータを活用したハイパーパーソナライゼーション」 ー顧客の期待を超えるCXを実現するクラウド×AI×データ活用術ー ※ Windows 7以上、Mac OS 10.6 以上を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。詳細はこちら（英語頁）。[webinarschedule][cutoff co_thick="2px"] 講演者 伊藤忠テクノソリューションズ株式会社 カスタマーコラボレーションビジネス推進課 課長 堀田 祐揮（ほりた ゆうき） ジェネシス・ジャパン株式会社 パートナー営業本部 本部長 橋村 信輝（はしむら のぶてる） [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69694" cid_id="7011T000001kqje" cust_form_id="5364"] ※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業である伊藤忠テクノソリューションズ株式会社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のため個人情報を伊藤忠テクノソリューションズ株式会社に対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよび伊藤忠テクノソリューションズの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 ジェネシス・ジャパンのプライバシーポリシー 伊藤忠テクノソリューションズのプライバシーポリシー Genesys Webinar ネクスト・コンタクトセンター・サミット開催決定！ 予告Webセミナー「ウィズコロナ／アフター コロナのコンタクトセンターのあり方」 [cutoff co_thick="2px"][webinarschedulesingle]7月中旬、コールセンター／コンタクトセンターのマネジメント向け専門誌、「月刊コールセンタージャパン」は、「第１回 ネクスト・コンタクトセンター・サミット」をオンライン開催することを決定しました。消費者の行動、企業の働き方が激変するなか、顧客接点であるコンタクトセンターのあり方がどう変わるのか、変わるべきなのか。ITの進化を踏まえて、運営企業やコンサルタント、ITベンダーが多数のセッションを開催します。 同サミットのプラチナ・スポンサーであるジェネシス・ジャパンならびにGoogle Cloudは、基調パネルディスカッション「コンタクトセンター首脳宣言！」に登壇予定のメルカリ、山田和弘氏と月刊コールセンタージャパン編集長の矢島竜児氏とともに、「ウィズコロナ／アフターコロナのコンタクトセンターのあり方」をテーマにサミットの予告Webセミナーを開催いたします。両氏の対談によってアフターコロナのコンタクトセンターのニューノーマルの姿を考えるほか、Genesys CloudとGoogle Cloud Contact Center AIの連携による新型コロナウイルス対応を自動化するAIおよびクラウド・ソリューションをご紹介致します。皆様のご参加をお待ちしております。 ＜プログラム＞ 15時00分～15時40分 コロナショックで変わる「コンタクトセンター」の役割と働き方 株式会社メルカリ CS Director 山田和弘様 株式会社リックテレコム コールセンタージャパン編集長 矢島竜児 15時40分～16時10分 Genesys CloudとGoogle Cloud Contact Center AIの連携ソリューションと新型コロナウイルス対応プログラム ジェネシス・ジャパン株式会社/グーグル・クラウド・ジャパン合同会社 16時10分～16時20分：質疑応答 ※ Windows 7以上、Mac OS 10.6 以上を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。詳細はこちら（英語頁）。[webinarschedule][cutoff co_thick="2px"] 講演者 株式会社メルカリ CS Director 山田 和弘氏 株式会社リックテレコム コールセンタージャパン編集長 矢島 竜児 グーグル・クラウド・ジャパン合同会社 パートナー・エンジニア 中谷 祐輔 ジェネシス・ジャパン株式会社 ソリューションコンサルティング本部 本部長 中野 正人 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69690" cid_id="7011T000001t6p3" cust_form_id="5364"] ※ご記入いただいた個人情報は、ジェネシス・ジャパン株式会社ならびにWebセミナーの共催企業であるグーグル・クラウドの関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のため個人情報をグーグル・クラウドに対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよびグーグル・クラウドの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 ジェネシス・ジャパンのプライバシーポリシーはこちら グーグル・クラウドのプライバシーポリシーはこちら Genesys Webinar Genesys × CTC CX(顧客体験）Webセミナー 4回シリーズで開催！ 第2回：5/29(金)15:00- 今見直される カスタマーエクスペリエンス最適化の鍵！ ーコンタクトセンターがWeb動線を取り入れるメリット [cutoff co_thick="2px"][webinarschedulesingle]今回の新型コロナウイルス(COVID-19)感染症のパンデミックにより、私達の経済/消費活動、そして働き方は、根本から考え直す必要性を再認識させられることとなりました。 このような状況下のコンタクトセンターでは、お客様からのWebアクセスが増え、そのお問い合わせが増加する一方で、オペレータの在宅環境の未整備や、子供たちが在宅となった環境での電話応対が難しくなるなど、まだ少し先と考えていた課題に、スピード感ある対応の必要性が出てきました。 こういった環境下では、コール以外のデジタルチャネルについて、期待が高まってくると考えられます。 今こそ、デジタル変革の壁を乗り越える時です！ コールに限らない、あらゆるチャネルからの情報を集約できるコンタクトセンターを実現し、お客様の顧客体験のみならず、コンタクトセンターのオペレーター環境をも、一気に変えることができるチャンスです！一緒に考えていきましょう！ 第2回Webセミナー：5月29日(金)15:00- ※1時間 「今見直されるカスタマーエクスペリエンス最適化の鍵！」 ーコンタクトセンターがWeb動線を取り入れるメリットー ※ Windows 7以上、Mac OS 10.6 以上を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。詳細はこちら（英語頁）。[webinarschedule][cutoff co_thick="2px"] 講演者 伊藤忠テクノソリューションズ株式会社 カスタマーコラボレーションビジネス推進課 課長 堀田 祐揮（ほりた ゆうき） ジェネシス・ジャパン株式会社 シニアソリューションコンサルタント 福井 康晃（ふくい やすあき） [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69687" cid_id="7011T000001t6Vr" cust_form_id="5364"] ※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業である伊藤忠テクノソリューションズ株式会社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のため個人情報を伊藤忠テクノソリューションズ株式会社に対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよび伊藤忠テクノソリューションズの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 ジェネシス・ジャパンのプライバシーポリシー 伊藤忠テクノソリューションズのプライバシーポリシー Genesys Webinar Genesys × CTC CX(顧客体験）Webセミナー 4回シリーズで開催！ 第1回：5/22(金)15:00- コンタクトセンターが突き当たる デジタル変革の壁 ー急速な変化を求められる今、コンタクトセンターのオムニ化を考える [cutoff co_thick="2px"][webinarschedulesingle]今回の新型コロナウイルス(COVID-19)感染症のパンデミックにより、私達の経済/消費活動、そして働き方は、根本から考え直す必要性を再認識させられることとなりました。 このような状況下のコンタクトセンターでは、お客様からのWebアクセスが増え、そのお問い合わせが増加する一方で、オペレータの在宅環境の未整備や、子供たちが在宅となった環境での電話応対が難しくなるなど、まだ少し先と考えていた課題に、スピード感ある対応の必要性が出てきました。 こういった環境下では、コール以外のデジタルチャネルについて、期待が高まってくると考えられます。 今こそ、デジタル変革の壁を乗り越える時です！ コールに限らない、あらゆるチャネルからの情報を集約できるコンタクトセンターを実現し、お客様の顧客体験のみならず、コンタクトセンターのオペレーター環境をも、一気に変えることができるチャンスです！一緒に考えていきましょう！ 第1回Webセミナー：2020年5月22日（金）15：00- ※1時間 「コンタクトセンターが突き当たるデジタル変革の壁」 ー急速な変化を求められる今、コンタクトセンターのオムニ化を考えるー ※ Windows 7以上、Mac OS 10.6 以上を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。詳細はこちら（英語頁）。[webinarschedule][cutoff co_thick="2px"] 講演者 堀田 祐揮（ほりた ゆうき） カスタマーコラボレーションビジネス推進課 課長 伊藤忠テクノソリューションズ株式会社 福井 康晃（ふくい やすあき） シニアソリューションコンサルタント ジェネシス・ジャパン株式会社 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69686" cid_id="7011T000001t6U5" cust_form_id="5364"] ※ご記入いただいた個人情報は、弊社ならびにWebセミナーの共催企業である伊藤忠テクノソリューションズ株式会社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。（上記目的のため個人情報を伊藤忠テクノソリューションズ株式会社に対して第三者提供致します。）本Webセミナーへの参加登録いただくことで、ジェネシス・ジャパンおよび伊藤忠テクノソリューションズの個人情報保護方針（プライバシーポリシー）に同意いただくことになりますので、予めご了承下さい。弊社から各社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 ジェネシス・ジャパンのプライバシーポリシー https://www.genesys.com/ja-jp/privacy-policy 伊藤忠テクノソリューションズのプライバシーポリシー https://www.ctc-g.co.jp/utility/security_policy.html Genesys Webinar 今、注目される在宅コンタクトセンター その成功の秘訣とは [cutoff co_thick="2px"][webinarschedulesingle]新型コロナウイルス感染対策として「テレワーク」が注目されています。これまで日本で、在宅コンタクトセンターは、十分に普及していませんでしたが、必要不可欠なBCPにもなっています。在宅コンタクトセンター実施のハードルは何か、運用面からテクノロジーの観点まで、成功に導く方法について幅広く解説します。 ＜講演者＞ ― 秋山 紀郎（あきやま としお） コンタクトセンターおもてなしコンソーシアム 理事 ＣＸＭコンサルティング株式会社 代表取締役社長 ＜Webinar日時＞ ― 2020年4月22日（水）午後15：00- ※1時間 ※ Windows 7以上、Mac OS 10.6 以上を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。詳細はこちら（英語頁）。[webinarschedule][cutoff co_thick="2px"] 講演者 秋山 紀郎（あきやま としお） コンタクトセンターおもてなしコンソーシアム 理事 ＣＸＭコンサルティング株式会社 代表取締役社長 ～ジェネシス 新型コロナウイルス感染症(COVID-19)緊急対策プログラム～ 【在宅コンタクトセンター利用60日間無償】： ジェネシスでは新型コロナ対策プログラムを発表しました。新型コロナ感染拡大による緊急対応や在宅コールセンターなどの用途に、ジェネシス・ユーザーだけでなく、すべての企業および団体等でGenesys Cloudを期間限定、無償でご利用いただけます。 -リモート環境のコンタクトセンターを短期間で構築- Genesys Cloudなら、下記のような利点があります： WebRTC Phoneが使える為、PCインストールもVPNインフラ環境も不要。 クラウドキャリアをサポート。電話回線及び番号がすぐに取得できる。 新規のお申込み 既にジェネシス製品をご利用のユーザー企業様[mktoform form_type="custom" cta_header="参加登録" cta_button="登録する" landing_id="69626" cid_id="7011T000001kroGQAQ" cust_form_id="5364"] Genesys Webinar システム面から考える在宅コンタクトセンター導入のポイント [cutoff co_thick="2px"][webinarschedulesingle]新型コロナウイルス感染拡大を機に注目を集めた在宅コンタクトセンター。しかし、実際にはシステム面の制約から実施に踏み切れなかった企業も多かったのではないでしょうか？ 今回のWebセミナーでは、今後の事業継続計画（BCP）を考慮した上で有効な手段となりえる在宅コンタクトセンター導入のポイントを、システムの観点から解説します。世界各国でのジェネシスのユーザー事例から導き出した在宅コンタクトセンターを導入するために考慮しなければならないポイント、システム面で備えておかなければならないツール、セキュリティ要件、Genesys Cloudを使った在宅コンタクトセンターのイメージをご紹介します。 ―アジェンダ― 在宅コンタクトセンターを導入するために検討すべき・10か条 海外での在宅CCの事例 Genesys Cloudでの導入イメージ セキュリティ 講師： ジェネシス・ジャパン株式会社 ソリューション・コンサルティング本部 部長 中野 正人 / シニア・ソリューション・コンサルタント 岡野 泰士 視聴時間： 約60分 参加費： 無料 ※ Windows 7以上、Mac OS 10.6 以上を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。詳細はこちら（英語頁）。[webinarschedule][cutoff co_thick="2px"] 講演者 中野正人 ジェネシス・ジャパン株式会社 ソリューション・コンサルティング本部 部長 岡野 泰士 ジェネシス・ジャパン株式会社 ソリューション・コンサルティング本部 シニア・ソリューション・コンサルタント ～ジェネシス 新型コロナウイルス感染症(COVID-19)緊急対策プログラム～ 【在宅コンタクトセンター利用60日間無償】： ジェネシスでは新型コロナ対策プログラムを発表しました。新型コロナ感染拡大による緊急対応や在宅コールセンターなどの用途に、ジェネシス・ユーザーだけでなく、すべての企業および団体等でGenesys Cloudを期間限定、無償でご利用いただけます。 -リモート環境のコンタクトセンターを短期間で構築- Genesys Cloudなら、下記のような利点があります： WebRTC Phoneが使える為、PCインストールもVPNインフラ環境も不要。 クラウドキャリアをサポート。電話回線及び番号がすぐに取得できる。 新規のお申込み 既にジェネシス製品をご利用のユーザー企業様 [mktoform cta_header="参加登録" cta_button="登録する" form_type="custom" landing_id="69683" cid_id="7011T000001IcvpQAC" cust_form_id="5364"] Genesys Webinar まだ間に合う！2020年からのコールセンター基盤のクラウド化で押さえておくべきポイント [cutoff co_thick="2px"][webinarschedulesingle]2019年10月に発表された「コールセンター白書2019」のアンケート調査によると、すでに約半数のコールセンターがすでに何らかの形でクラウド・サービスを利用しています。中でもPBXやCTIなどコールセンター基盤システムのクラウド化を採用・検討した比率は7割にのぼり、4月からの新年度からクラウドへの移行を検討されている方も多いのではないでしょうか？今回のWebセミナーでは、現在、コールセンターのクラウド化が進行している背景とともに選定のポイント、そしてGenesys PureCloudの主要な機能をデモとともにご紹介させていただきます。 是非、2020年からのコンタクトセンター基盤のクラウド化に向けて、皆様のご参加をお待ちしております。 開催日時： 2020年 1月9日（木） 15:00（翌日以降、オンデマンドで視聴いただけます） タイトル： 2020年からのコールセンター基盤のクラウド化で押さえておくべきポイント 講師： ジェネシス・ジャパン株式会社 シニア・ソリューション・コンサルタント 福井 康晃 視聴時間： 約60分 参加費： 無料 ※ Windows 7以上、Mac OS 10.6 以上を推奨。各種タブレット、スマホ環境からも、ブラウザ経由にて視聴可能です。詳細はこちら（英語頁）。[webinarschedule][cutoff co_thick="2px"] 講演者 福井 康晃 ジェネシス・ジャパン株式会社 ソリューション・コンサルティング本部 シニア・ソリューション・コンサルタント [mktoform form_type="custom" cta_header="参加登録" cta_button="登録する" landing_id="69626" cid_id="7011T000001kozX" cust_form_id="5364"]
h1|Webinar 開催情報と、過去のWebinar 録画版視聴コンテンツ
h2|公開予定のウェビナー よく視聴されているオンデマンドウェビナー
h3|CX設計ツール：
h4|ジェネシスのテクノロジー ジェネシスのアプローチ 機能 製品 ジェネシスの優位性 ジェネシスのご紹介 課題により資料が検索できます メニュー 改めて考えるコンタクトセンターにおけるコロナ対策の現状と在宅運用 Genesys マーケットプレイス「AppFoundry」ソリューションセミナー（第2回） 長期的な視野に立って考える在宅コンタクトセンター・システム選定のポイント コールセンター白書2020から考えるニューノーマルのコンタクトセンターの姿 ジェネシス、Google Cloud、PLAID 3社共同セミナー 「ハイパーパーソナライゼーションとAIボットでCXを最大化」 Genesys マーケットプレイス「AppFoundry」ソリューションセミナー（第2回） 長期的な視野に立って考える在宅コンタクトセンター・システム選定のポイント コールセンター白書2020から考えるニューノーマルのコンタクトセンターの姿 ジェネシス、Google Cloud、PLAID 3社共同セミナー 「ハイパーパーソナライゼーションとAIボットでCXを最大化」 Genesys マーケットプレイス「Appfoundry」ソリューションセミナー（第1回） Genesys×CTC 今やらなあかん！在宅コンタクトセンターをどう作る？西日本向けWebセミナー Genesys×CTC 4回シリーズ第3回：オフラインデータを活用したハイパーパーソナライゼーション ネクスト・コンタクトセンター・サミット予告Webセミナー「ウィズコロナ／アフターコロナのコンタクトセンターのあり方」 Genesys×CTC 4回シリーズ第2回：今見直されるカスタマーエクスペリエンス最適化の鍵！ Genesys×CTC Webセミナー4回シリーズ第1回: コンタクトセンターが突き当たるデジタル変革の壁 今、注目される在宅コンタクトセンター その成功の秘訣とは システム面から考える在宅コンタクトセンター導入のポイント 2020年からのコールセンター基盤のクラウド化で押さえておくべきポイント ライブアシスタンス ライブアシスタンス
h5|今日はどのようにお手伝いできますか？
sp|新型コロナウイルス感染症（COVID-19）による影響。 +03-5989-1300 04/22/2021 +03-5989-1300 | | |
pa|데모 요청 무료 체험 상담 신청 견적 요청 Customer Webinar Genesys Webinar Demo Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Demo Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Webinar Bytes Webinar Bytes AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar Demo Webinar Demo Webinar Genesys Webinar Analyst Webinar Analyst Webinar Demo Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar AppFoundry Webinar Webinar Bytes AppFoundry Webinar Webinar Bytes AppFoundry Webinar Webinar Bytes Webinar Bytes Demo Webinar Demo Webinar Analyst Webinar Webinar Bytes AppFoundry Webinar AppFoundry Webinar AppFoundry Webinar Webinar Bytes Webinar Bytes Demo Webinar Genesys Webinar Analyst Webinar AppFoundry Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Genesys Webinar Genesys Webinar Webinar Bytes Genesys Webinar AppFoundry Webinar Analyst Webinar Genesys Webinar Genesys Webinar Demo Webinar Customer Webinar Genesys Webinar Genesys Webinar Genesys Webinar Demo Webinar Analyst Webinar Genesys Webinar Genesys Webinar Webinar Bytes AppFoundry Webinar Genesys Webinar Genesys Webinar Genesys Webinar Best Practice Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar AppFoundry Webinar Best Practice Webinar Analyst Webinar Customer Webinar Genesys Webinar Genesys Webinar Webinar Bytes AppFoundry Webinar Demo Webinar Customer Webinar Webinar Bytes AppFoundry Webinar Partner Webinar Analyst Webinar Customer Webinar Demo Webinar Genesys®는 매년 100여 개국의 기업들에 700억 건 이상의 탁월한 고객 경험을 제공하고 있습니다. Genesys의 기술은 클라우드와 AI를 활용하여 마케팅, 영업 및 서비스 전반에 걸쳐 모든 고객의 순간을 연결함과 동시에 직원 경험을 향상시킵니다. Genesys는 모든 규모의 기업들이 진정한 개인화 서비스를 제공할 수 있고, 진심을 다해 소통하며, 고객의 신뢰와 충성도를 높일 수 있도록 서비스로서의 경험(Experience as a Service℠)을 선도하였습니다. 이는 빠른 혁신과 확장성, 유연성을 위해 설계된 올인원 솔루션이자 세계 시장을 선도하는 퍼블릭 클라우드 컨택센터 플랫폼, Genesys Cloud™를 통해 가능합니다. Copyright © 2021 Genesys. All rights reserved.
di|LIVE WEBINAR [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]오늘 날 소비자가 기대하는 서비스를 제공하기 위해서는 상담사가 고객에 대한 필요한 정보를 손쉽게 확인하고 개인 맞춤화된 방식으로 응대해야 합니다. Genesys CloudTM 는 써드파티 CRM 애플리케이션과의 연동을 통해 상담사들이 한 화면에서 쉽고 빠르게 정보를 확인하여 고객을 응대할 수 있도록 돕습니다. 본 웨비나에서는 Genesys Cloud와 Salesforce의 통합을 통해 어떻게 상담사와 고객 경험 향상을 지원하는 지 데모를 통해 확인해보실 수 있습니다.[mktoform cta_header="등록하기" cta_button="지금 등록하기!" cms_hold="RG" cid_id="7011T000001YYkVQAW"] 발표자 소개 방훈재 차장 솔루션 컨설턴트 Genesys Korea Genesys Webinar Channel Surfing: Mastering Digital Channels for your business [cutoff co_thick="2px"][webinarschedule]Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels. If you’re looking to add new digital channels or want to get the most from channels you’ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy. Get practical guidance on how to deliver amazing customer experiences through digital channels. Register today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YYWEQA4"] Meet the Speakers Robin Gareiss CEO & Principal Analyst Metrigy Charlie Godfrey Senior Director Genesys Neil O’Donohue VP, Professional Services Genesys Demo Webinar Your contact center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Your contact center is your brand’s direct line to customers. If your contact center technology gives agents headaches and creates disjointed customer experience, it’s time for a change. Join us for an interactive session to see just how straightforward Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Getting to the cloud quickly — without compromising security and availability Essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! See how Genesys Cloud creates seamless customer experiences, enables agents with the tools they need, and deploys in minutes — not months. Sign up now for this special program and you’ll receive a complimentary margarita kit. Register by April 19th to ensure your kit arrives ahead of the webinar![mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YZ9JQAW"] Meet the Speakers Barbara Gonzalez VP, Global Business Consulting Genesys Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Genesys Webinar Genesys Cloud 웨비나 시리즈 제1탄 보안성, 안정성, 확장성을 갖춘 클라우드 컨택센터 Genesys Cloud 무엇이든 물어보세요! [cutoff co_thick="2px"][webinarschedulesingle] 최근 예측 불가능한 변화들을 겪으면서 클라우드 컨택센터에 대한 관심이 높아지고 있습니다. 급증하는 문의에 대한 즉각적인 대응, 빠른 재택 전환과 같은 유연성과 민첩성 뿐만 아니라 확장성과 혁신성 측면에서 클라우드 컨택센터는 기업들에게 많은 혜택을 제공하고 있습니다. 본 Genesys Cloud 웨비나 시리즈 1탄에서는 클라우드 컨택센터를 선도하는 Genesys Cloud에 대해 자주 묻는 질문을 중심으로 데모 시연을 통해 답변 드립니다. 주제 : Genesys Cloud 무엇이든 물어보세요! [webinarschedule][cutoff co_thick="2px"] 진행 및 발표자 이 성 훈 Solutions Consulting Team Leader 윤 준 경 CX (Customer Experience) Consultant 이 진 용 Senior Solutions Consultant [mktoform cta_header="온디맨드 웨비나" cta_button="지금 시청하기" cms_hold="RG" cid_id="7011T000001kwl2QAA"] Genesys Webinar 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 [cutoff co_thick="2px"][webinarschedulesingle] 코로나19 는 언택트 라이프, 원격근무, 온라인 수업 등의 다양한 생활패턴의 변화를 일으켰고, 이러한 변화에 따라 기업들은 클라우드, 인공지능, 빅데이터 등의 기술을 실제 업무에 빠르게 도입하고 있습니다. 이런 변화는 컨택센터도 예외가 아닙니다. 특히, 빠르게 진화하는 고객의 니즈에 부합하는 서비스를 제공하는 동시에 코로나19와 같은 예상치 못한 상황에서도 비즈니스 연속성을 확보하기 위해서는 이러한 혁신 기술의 활용이 더욱 중요해지고 있습니다. 이것이 최근 컨택센터에 클라우드 서비스가 주목받고 있는 이유입니다. 본 웨비나에서는 포스트 코로나 시대에 원활하고 차별화된 고객 서비스를 제공하기 위한 클라우드 활용 전략에 대해 알아봅니다. 주제 : 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 [webinarschedule][cutoff co_thick="2px"] Meet the Speakers 강남규 기술사 KB 국민은행 수석 * 클라우드 경력 - KB국민은행, 한화 그룹 프라이빗 클라우드 구축 PM - KT 퍼블릭 클라우드 서비스 Product Manager - 세일즈포스 클라우드 컨설턴트 * 강의 경력 - Cloud 강의(CIO 아카데미, 정보시스템 감리 협회, 한국대학정보화협의회, KRnet 등) - 자문 및 강연 (NIPA, KISA, Krnet 등) * 저서 - 오픈스택 기반의 프라이빗 클라우드 서비스 - 4차 산업혁명 현장 전문가가 알려주는 빅데이터 분석과 활용 : 인공지능과 블록체인까지 [mktoform cta_header="온디맨드 웨비나" cta_button="지금 시청하기" cms_hold="RG" cid_id="7011T000001t7tuQAA"] Genesys On-demand Webinar 불확실성 높은 현 시대의 클라우드 컨택센터 서비스 도입 가이드 [cutoff co_thick="2px"][webinarschedulesingle] 디지털 전환 시대의 오늘날 불확실성은 더욱 증대되고 있으며, 과거의 기준은 더 이상 현실을 충족하지 못하면서 새로운 표준들이 만들어지고 있습니다. 이러한 가운데 혁신적인 IT 기술을 기반으로 새로운 비즈니스 모델을 갖춘 강력한 경쟁자들이 속출하면서 기업은 더 이상 기존의 방식으로는 충성고객을 유지시키고 경쟁력을 높이는 데 한계에 부딪히고 있습니다. 기업의 전략적 자산인 컨택센터를 어떤 형상으로 구축하고, 운영할 것인지에 대한 투자 결정은 매우 중요한 사안입니다. 선도 기업들은 불확실성이 증대되는 현시대에 투자의 리스크를 최소화하고, 안정적이고 변화에 신속하게 대응하면서, IT운영의 수고를 최소화하고 비즈니스에 더욱 집중하기 위해서 선택하는 것이 바로 클라우드로 컨택센터 서비스입니다. 본 웨비나에서는 클라우드 컨택센터 선택 시 고려해야 할 사항들에 대해 알아봅니다. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers 윤준경 이사 Genesys Solutions Consultant [mktoform cta_header="온디맨드 웨비나" cta_button="웨비나 다시보기" cms_hold="RG" cid_id="7011T000001t7CgQAI"] Genesys Webinar 고객경험 향상을 위한 컨택센터 운영 및 비즈니스 데이터 분석 솔루션 [cutoff co_thick="2px"][webinarschedulesingle] 빠르게 변화하는 비즈니스 및 IT 환경에 유연하게 대응하고 경쟁력을 확보하기 위해서는 통계 데이터의 다차원적인 분석을 통해 비즈니스 인사이트를 확보할 수 있어야 합니다. 본 웨비나에서는 다각적으로 데이터를 손쉽게 분석하고, 고객 여정에 대한 실질적인 비즈니스 인사이트를 통해 고객 경험 개선을 위한 의사결정과 운영 효율성 향상을 돕는 Genesys의 통계 분석 솔루션 CX Insights를 소개하고 데모 시연 및 Q&A 세션을 진행합니다. 전화, 이메일 ,채팅 등 모든 고객 접점에서의 데이터를 통합하여 하나의 통계 화면으로 제공 실시간 모니터링 및 Historical 통계를 통한 컨택센터 채널과 Resource 관리 및 다각적인 비즈니스 인사이트 제공 다양한 외부 비즈니스 데이터와 손쉬운 연동 제공 (기간계 시스템, Salesforce, Google Analytics 등) GUI 환경에 간단한 Ad-hoc 분석 기능을 제공하여 사용자가 별도의 IT 개발 및 지원 없이 스스로 원하는 통계 장표 생성 가능 300개 이상의 기본 템플릿 및 40개 이상의 비주얼 챠트 제공으로 손쉽게 가시적인 통계 장표 생성 가능 주제: 컨택센터 운영 및 비즈니스 데이터 분석 솔루션 소개 및 데모 발표: 이진용 차장 , 제네시스 솔루션 컨설턴트 [webinarschedule][cutoff co_thick="2px"][mktoform cta_header="온디맨드 웨비나" cta_button="웨비나 시청하기" cms_hold="RG" landing_id="23237" cid_id="7011T000001kn5sQAA"] On-Demand Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra On-Demand Webinar Build a Better Bot: Optimizing Chatbots for Government Services [cutoff co_thick="2px"]Chatbots have become an invaluable tool for government agencies over the past year. In the first few months of the pandemic alone, nearly 75 percent of states launched new chatbots to help meet surging demand for public services in health, human services, labor and other areas. But in the rush to deploy these new technologies, many agencies had challenges optimizing their chatbot solutions, resulting in communications tools that are underutilized and misaligned with human support. In some cases, they may have even created new silos and communications challenges within agencies. Chatbots play a vital role in constituent service delivery, whether it’s for communicating crucial information about COVID vaccinations or enhancing constituent engagement with other government services. Watch this on-demand webinar for an overview on how state and local agencies can make better use of chatbots. This 30-minute webinar covers several key areas, including: How chatbots can free up agency employees for the highest-value work How to bridge the constituent journey across multiple touch-points Making better use of chatbots, whether your agency has relied on them for years or you’re just getting started [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YZF2QAO"] Meet the Speakers Renee Murray e-Government Program Lead Mississippi Department of Information Technology Services [cutoff co_thick="2px"] Tony Pearson Solution Consultant Leader for Public Sector Genesys [cutoff co_thick="2px"] Moderator Bob Woolley Senior Fellow, Center for Digital Government Former Chief Technical Architecture for State of Utah AppFoundry On-demand Webinar Get More from Your Contact Center Analytics for Less [cutoff co_thick="2px"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don’t want to spend a lot on analytics software. In this webinar, we’ll look at common obstacles contact centers face today. And we’ll show you how the LITE Analytics™ solution for the Genesys Cloud™ platform can give you the insights you need for free.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYcWQAW"] Meet the Speaker Peter Hornberger VP of Sales Brightmetrics Monthly Demo See Genesys Cloud in action: The 20-minute chatbot build [cutoff co_thick="2px"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes. In this demo we will walk you through: Building a chatbot with Genesys Dialog Engine Review the operation of a more advanced bot Building once and deploying the bot over many channels [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YYOUQA4"] Meet the Speaker JJ Earle-Henson Senior Strategic Sales Consultant Genesys Clear Genesys Webinar Genesys Cloud 웨비나 시리즈 제1탄 보안성, 안정성, 확장성을 갖춘 클라우드 컨택센터 Genesys Cloud 무엇이든 물어보세요! [cutoff co_thick="2px"][webinarschedulesingle] 최근 예측 불가능한 변화들을 겪으면서 클라우드 컨택센터에 대한 관심이 높아지고 있습니다. 급증하는 문의에 대한 즉각적인 대응, 빠른 재택 전환과 같은 유연성과 민첩성 뿐만 아니라 확장성과 혁신성 측면에서 클라우드 컨택센터는 기업들에게 많은 혜택을 제공하고 있습니다. 본 Genesys Cloud 웨비나 시리즈 1탄에서는 클라우드 컨택센터를 선도하는 Genesys Cloud에 대해 자주 묻는 질문을 중심으로 데모 시연을 통해 답변 드립니다. 주제 : Genesys Cloud 무엇이든 물어보세요! [webinarschedule][cutoff co_thick="2px"] 진행 및 발표자 이 성 훈 Solutions Consulting Team Leader 윤 준 경 CX (Customer Experience) Consultant 이 진 용 Senior Solutions Consultant [mktoform cta_header="온디맨드 웨비나" cta_button="지금 시청하기" cms_hold="RG" cid_id="7011T000001kwl2QAA"] Genesys On-demand Webinar 불확실성 높은 현 시대의 클라우드 컨택센터 서비스 도입 가이드 [cutoff co_thick="2px"][webinarschedulesingle] 디지털 전환 시대의 오늘날 불확실성은 더욱 증대되고 있으며, 과거의 기준은 더 이상 현실을 충족하지 못하면서 새로운 표준들이 만들어지고 있습니다. 이러한 가운데 혁신적인 IT 기술을 기반으로 새로운 비즈니스 모델을 갖춘 강력한 경쟁자들이 속출하면서 기업은 더 이상 기존의 방식으로는 충성고객을 유지시키고 경쟁력을 높이는 데 한계에 부딪히고 있습니다. 기업의 전략적 자산인 컨택센터를 어떤 형상으로 구축하고, 운영할 것인지에 대한 투자 결정은 매우 중요한 사안입니다. 선도 기업들은 불확실성이 증대되는 현시대에 투자의 리스크를 최소화하고, 안정적이고 변화에 신속하게 대응하면서, IT운영의 수고를 최소화하고 비즈니스에 더욱 집중하기 위해서 선택하는 것이 바로 클라우드로 컨택센터 서비스입니다. 본 웨비나에서는 클라우드 컨택센터 선택 시 고려해야 할 사항들에 대해 알아봅니다. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers 윤준경 이사 Genesys Solutions Consultant [mktoform cta_header="온디맨드 웨비나" cta_button="웨비나 다시보기" cms_hold="RG" cid_id="7011T000001t7CgQAI"] Genesys Webinar 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 [cutoff co_thick="2px"][webinarschedulesingle] 코로나19 는 언택트 라이프, 원격근무, 온라인 수업 등의 다양한 생활패턴의 변화를 일으켰고, 이러한 변화에 따라 기업들은 클라우드, 인공지능, 빅데이터 등의 기술을 실제 업무에 빠르게 도입하고 있습니다. 이런 변화는 컨택센터도 예외가 아닙니다. 특히, 빠르게 진화하는 고객의 니즈에 부합하는 서비스를 제공하는 동시에 코로나19와 같은 예상치 못한 상황에서도 비즈니스 연속성을 확보하기 위해서는 이러한 혁신 기술의 활용이 더욱 중요해지고 있습니다. 이것이 최근 컨택센터에 클라우드 서비스가 주목받고 있는 이유입니다. 본 웨비나에서는 포스트 코로나 시대에 원활하고 차별화된 고객 서비스를 제공하기 위한 클라우드 활용 전략에 대해 알아봅니다. 주제 : 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 [webinarschedule][cutoff co_thick="2px"] Meet the Speakers 강남규 기술사 KB 국민은행 수석 * 클라우드 경력 - KB국민은행, 한화 그룹 프라이빗 클라우드 구축 PM - KT 퍼블릭 클라우드 서비스 Product Manager - 세일즈포스 클라우드 컨설턴트 * 강의 경력 - Cloud 강의(CIO 아카데미, 정보시스템 감리 협회, 한국대학정보화협의회, KRnet 등) - 자문 및 강연 (NIPA, KISA, Krnet 등) * 저서 - 오픈스택 기반의 프라이빗 클라우드 서비스 - 4차 산업혁명 현장 전문가가 알려주는 빅데이터 분석과 활용 : 인공지능과 블록체인까지 [mktoform cta_header="온디맨드 웨비나" cta_button="지금 시청하기" cms_hold="RG" cid_id="7011T000001t7tuQAA"] Genesys Webinar 고객경험 향상을 위한 컨택센터 운영 및 비즈니스 데이터 분석 솔루션 [cutoff co_thick="2px"][webinarschedulesingle] 빠르게 변화하는 비즈니스 및 IT 환경에 유연하게 대응하고 경쟁력을 확보하기 위해서는 통계 데이터의 다차원적인 분석을 통해 비즈니스 인사이트를 확보할 수 있어야 합니다. 본 웨비나에서는 다각적으로 데이터를 손쉽게 분석하고, 고객 여정에 대한 실질적인 비즈니스 인사이트를 통해 고객 경험 개선을 위한 의사결정과 운영 효율성 향상을 돕는 Genesys의 통계 분석 솔루션 CX Insights를 소개하고 데모 시연 및 Q&A 세션을 진행합니다. 전화, 이메일 ,채팅 등 모든 고객 접점에서의 데이터를 통합하여 하나의 통계 화면으로 제공 실시간 모니터링 및 Historical 통계를 통한 컨택센터 채널과 Resource 관리 및 다각적인 비즈니스 인사이트 제공 다양한 외부 비즈니스 데이터와 손쉬운 연동 제공 (기간계 시스템, Salesforce, Google Analytics 등) GUI 환경에 간단한 Ad-hoc 분석 기능을 제공하여 사용자가 별도의 IT 개발 및 지원 없이 스스로 원하는 통계 장표 생성 가능 300개 이상의 기본 템플릿 및 40개 이상의 비주얼 챠트 제공으로 손쉽게 가시적인 통계 장표 생성 가능 주제: 컨택센터 운영 및 비즈니스 데이터 분석 솔루션 소개 및 데모 발표: 이진용 차장 , 제네시스 솔루션 컨설턴트 [webinarschedule][cutoff co_thick="2px"][mktoform cta_header="온디맨드 웨비나" cta_button="웨비나 시청하기" cms_hold="RG" landing_id="23237" cid_id="7011T000001kn5sQAA"] Genesys Webinar 실시간 고객 여정 분석 및 예측을 통해 개인화 서비스를 제공하고 구매 전환율을 높이는 방법 [cutoff co_thick="2px"][webinarschedulesingle] 귀사의 웹사이트 방문자가 누구인지, 무엇을 원하는 지를 알고 적시에 응대가 가능합니까? 웹사이트를 운영하고 있는 모든 기업들은 많은 비용과 노력을 투자하여 구매 전환율을 높이거나 웹사이트 운영 목적을 달성하고자 합니다. 하지만 한 연구에 따르면 전체 웹사이트 방문자의 평균 2%만이 구매로 이어진다고 합니다. - 2018 MarketingSherpa 만약, 방문자가 누구인지 바로 파악하고 여정을 모니터링, 분석, 예측하여 필요한 시점에 구매 또는 원하는 서비스를 받을 수 있도록 지원한다면 어떨까요? 본 웨비나에서는 Genesys Altocloud이 어떻게 AI, 머신러닝 기술을 활용하여 고객 여정을 분석하고 예측하여 기업의 비즈니스 목표를 달성하고 개인화된 고객 경험을 제공할 수 있도록 돕는 지 알아봅니다. 주제 : 실시간 고객 여정 분석과 예측을 통한 구매 전환율 향상 및 개인화 서비스 방안 [webinarschedule][cutoff co_thick="2px"] Meet the Speakers 윤준경 부장 Solutions Consultant [mktoform cta_header="온디맨드 웨비나" cta_button="지금 시청하기" cms_hold="RG" landing_id="69051" cid_id="7010d000001GYUqAAO"] Genesys Webinar Genesys Cloud를 활용한 차세대 컨택센터 구축 방안 및 사례 [cutoff co_thick="2px"][webinarschedulesingle] 오늘 날의 고객들은 원하는 시간에 원하는 채널을 통해 기업과 커뮤니케이션 하고자 하며 이 때, 기업의 규모와 상관없이 개인화되고 연결된 경험을 기대합니다. 날로 높아지는 고객의 기대에 발빠르게 대응하기 위해서는 미래의 변화에 준비되어 있는 컨택센터 인프라가 필요합니다. 본 웨비나에서는 Genesys Cloud를 통해 빠르고 경제적으로 차세대 컨택센터 서비스를 제공하는 방안을 알아보고 사례를 공유합니다. 주제 : 차세대 컨택센터를 위한 Genesys Cloud 소개 및 구축 사례 대상: 새로운 서비스를 빠르게 시작하고자 하는 조직 컨택센터에 디지털, AI 등 새로운 기술을 도입하는 데 어려움을 겪고 있는 조직 컨택센터의 초기 투자 비용을 고민하는 조직 지속적인 컨택센터 시스템 투자에 대해 고민하는 조직 [webinarschedule][cutoff co_thick="2px"] Meet the Speakers 심민호 과장 Solutions Consultant [mktoform cta_header="Genesys Cloud 웨비나" cta_button="지금 시청하기" cms_hold="RG" landing_id="68820" cid_id="7010d000001KhHWAA0"] Genesys Webinar [this_page_title] Genesys Cloud 소개 및 데모 시연 [cutoff co_thick="2px"][webinarschedulesingle]디지털 트랜스포메이션 시대에 고객 행동은 빠르게 변화하고 있습니다. 전화 뿐 아니라 채팅, 이메일, SNS 등 다양한 채널을 통해 들어오는 고객의 문의에 신속하게 응대하기 위해서는 끊김없고 개인 맞춤화된 고객 경험을 제공해야 하며, 이러한 시스템의 도입 및 운영도 쉽고 단순해야 합니다. Genesys Cloud는 옴니채널 고객 경험을 지원하는 진정한 올인원 클라우드 기반 컨택 센터 솔루션입니다. Genesys Cloud를 사용하면 다양한 채널에서 들어오는 고객 문의를 단일 플랫폼에서 처리하여 일관성 있는 옴니채널을 제공할 수 있으며, 설치가 필요 없는 웹 인터페이스이기 때문에 단 며칠이면 사용이 가능합니다. 컨택 센터의 초기 투자 비용을 고민하고 계시거나 쉽고 빠르게 풍부한 기능을 갖춘 컨택 센터를 구축하고자 하시는 경우, 본 웨비나를 시청하시어 Genesys Cloud에 대해 더욱 자세히 알아보시기 바랍니다. 주제 : 쉽고 간편한 올인원 클라우드 컨택센터 솔루션, Genesys Cloud 소개 및 데모 시연 [webinarschedule][cutoff co_thick="2px"] Meet the Speakers 심민호 과장 Solutions Consultant [mktoform cta_header="PureCloud 웨비나 등록" cta_button="지금 시청하기" ar_status="dynamic" ar_title_dynamic="custom" cms_hold="RG" cid_id="7010B000001Sb7h" ar_title="PureCloud 웨비나에 등록해주셔서 감사합니다"] On-Demand Webinar Build a Better Bot: Optimizing Chatbots for Government Services [cutoff co_thick="2px"]Chatbots have become an invaluable tool for government agencies over the past year. In the first few months of the pandemic alone, nearly 75 percent of states launched new chatbots to help meet surging demand for public services in health, human services, labor and other areas. But in the rush to deploy these new technologies, many agencies had challenges optimizing their chatbot solutions, resulting in communications tools that are underutilized and misaligned with human support. In some cases, they may have even created new silos and communications challenges within agencies. Chatbots play a vital role in constituent service delivery, whether it’s for communicating crucial information about COVID vaccinations or enhancing constituent engagement with other government services. Watch this on-demand webinar for an overview on how state and local agencies can make better use of chatbots. This 30-minute webinar covers several key areas, including: How chatbots can free up agency employees for the highest-value work How to bridge the constituent journey across multiple touch-points Making better use of chatbots, whether your agency has relied on them for years or you’re just getting started [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YZF2QAO"] Meet the Speakers Renee Murray e-Government Program Lead Mississippi Department of Information Technology Services [cutoff co_thick="2px"] Tony Pearson Solution Consultant Leader for Public Sector Genesys [cutoff co_thick="2px"] Moderator Bob Woolley Senior Fellow, Center for Digital Government Former Chief Technical Architecture for State of Utah AppFoundry On-demand Webinar Get More from Your Contact Center Analytics for Less [cutoff co_thick="2px"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don’t want to spend a lot on analytics software. In this webinar, we’ll look at common obstacles contact centers face today. And we’ll show you how the LITE Analytics™ solution for the Genesys Cloud™ platform can give you the insights you need for free.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYcWQAW"] Meet the Speaker Peter Hornberger VP of Sales Brightmetrics Monthly Demo See Genesys Cloud in action: The 20-minute chatbot build [cutoff co_thick="2px"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes. In this demo we will walk you through: Building a chatbot with Genesys Dialog Engine Review the operation of a more advanced bot Building once and deploying the bot over many channels [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YYOUQA4"] Meet the Speaker JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry On-demand Webinar Overcoming Remote Agent Challenges With Active Voice Biometrics [cutoff co_thick="2px"] Contact centers need to manage increased call volumes with remote workforces. With voice biometrics, agents can answer customer queries quickly. And customers get assurance that interactions over remote channels are secure. This webinar details how LumenVox Active Voice Authentication on the Genesys Cloud™ platform offers the differentiation you need to stand out in a competitive market.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYGLQA4"] Meet the Speaker Matt Whipple Senior Vice President, Voice Biometrics LumenVox Webinar Bytes Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMiUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5ODklMjZtb21lbnRJZHMlM0QxODk5MiUyNm1vbWVudElkcyUzRDE4OTkzJTI2bW9tZW50SWRzJTNEMTg5OTQlMjZtb21lbnRJZHMlM0QxODk5NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Watch these webinar bytes to learn more about how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Tod Famous VP Product Management, Engage Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,920 So let's start off today on doing a search for 2 00:00:03,920 --> 00:00:06,860 the term of multi- cloud. If you put that in, 3 00:00:07,020 --> 00:00:11,240 you'll see a whole bunch of varying different definitions, companies 4 00:00:11,240 --> 00:00:15,440 from Citrix, Google, Red Hat They're all taking a stab 5 00:00:15,440 --> 00:00:19,150 at trying to define it. Some define multi- cloud as 6 00:00:19,150 --> 00:00:25,280 an architecture that utilizes public private hybrid cloud services. While 7 00:00:25,280 --> 00:00:28,790 others see it more as an approach that's made up 8 00:00:28,790 --> 00:00:32,940 of one cloud service or more, as well as one 9 00:00:32,940 --> 00:00:37,040 cloud vendor or more. So with that said, there's so 10 00:00:37,040 --> 00:00:39,660 many variations out there, I think a good place to 11 00:00:39,660 --> 00:00:43,860 start is to get a definition from both of my 12 00:00:43,860 --> 00:00:46,290 colleagues. And Todd, if you don't mind, I'll start this 13 00:00:46,290 --> 00:00:49,660 one with you. Sure. Thanks, Bobby. I had a feeling 14 00:00:49,660 --> 00:00:53,960 this question was coming, multi- cloud and we have seen 15 00:00:53,960 --> 00:00:58,040 a lot of different opinions about this. And I think 16 00:00:58,710 --> 00:01:01,610 maybe I'll just keep it simple and focus on what 17 00:01:01,610 --> 00:01:05,800 I think is important from our product strategy. And that's 18 00:01:07,030 --> 00:01:11,240 the ability to operate your cloud software where you want. 19 00:01:11,740 --> 00:01:15,550 And that means that you could choose to run it 20 00:01:15,590 --> 00:01:21,770 on, for example, Amazon, AWS or Microsoft Azure or Google 21 00:01:21,770 --> 00:01:26,910 cloud platform. So we're giving in our architecture the ability 22 00:01:27,230 --> 00:01:31,250 for our customers to control where they operate. And that's 23 00:01:31,250 --> 00:01:33,660 very different than a lot of, I'd say the first- 24 00:01:33,660 --> 00:01:38,450 generation cloud architectures. What I think is probably the most 25 00:01:38,450 --> 00:01:42,240 important thing about multi- cloud, now there's a lot more 26 00:01:42,990 --> 00:01:45,160 technical nuances I could get into, but I think I'll 27 00:01:45,840 --> 00:01:48,230 start there with a high level. Abi, what do you 28 00:01:48,230 --> 00:01:52,180 think? Thank you, Todd. Thank you, Bobby. I will take 29 00:01:52,750 --> 00:01:56,540 a technologist view to defining multi- cloud because after all 30 00:01:56,540 --> 00:02:01,000 I am a cloud architect. Simply put mighty cloud is 31 00:02:01,000 --> 00:02:05,720 the ability to consume both private cloud and public clouds 32 00:02:05,940 --> 00:02:10,960 in a single network architecture. So this would involve consuming, 33 00:02:10,960 --> 00:02:16,320 hosted application services, cloud computing, storage and data services from 34 00:02:16,320 --> 00:02:23,450 single or multiple cloud entities including, on premise solutions, hosted 35 00:02:23,470 --> 00:02:27,210 solutions in a data center or a private cloud solution. 36 00:02:27,720 --> 00:02:31,380 Infrastructure as a service or platform as a service providers, 37 00:02:31,550 --> 00:02:35,880 such as, Todd mentioned, Amazon web services, Google cloud platform, 38 00:02:35,880 --> 00:02:41,710 Microsoft Azure, as well as consuming services from software as 39 00:02:41,710 --> 00:02:46,320 a service vendors, such as Genesys. So in reinforcing your 40 00:02:46,320 --> 00:02:52,680 definition of multi- cloud, in terms of Genesys customers. Genesys 41 00:02:52,680 --> 00:02:57,210 engaged customers and prospects they get the choice to operate 42 00:02:57,210 --> 00:03:01,380 their software in different environments. That's my definition of multi- 43 00:03:01,380 --> 00:03:01,420 cloud. Webinar Bytes Connect the dots with Genesys and Adobe [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMSUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5OTglMjZtb21lbnRJZHMlM0QxODk2NyUyNm1vbWVudElkcyUzRDE4OTY2JTI2bW9tZW50SWRzJTNEMTg5NjQlMjZtb21lbnRJZHMlM0QxODk2NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Watch these webinar bytes featuring IDC, Adobe and Genesys to learn more! Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,740 It created unique situations for some industries, such as retail, 2 00:00:03,970 --> 00:00:07,110 healthcare, and look at hospitality. And before we got on 3 00:00:07,110 --> 00:00:09,340 the call we were talking a little bit about travel. 4 00:00:09,600 --> 00:00:12,290 The airlines have really had to change what's going on. It has 5 00:00:12,850 --> 00:00:15,810 forced them to rethink the way they use technology to 6 00:00:15,810 --> 00:00:19,060 engage with their customers. And what I want to highlight 7 00:00:19,060 --> 00:00:21,520 is some of the effects that we're seeing from COVID 8 00:00:21,520 --> 00:00:27,140 that are happening already. There are three cracks in what 9 00:00:27,140 --> 00:00:31,430 we call customer experience, specifically COVID cracks. And what we 10 00:00:31,430 --> 00:00:35,090 mean by that is that, with COVID we saw an acceleration 11 00:00:35,090 --> 00:00:38,720 in the digital transformation forced upon companies. They had to 12 00:00:38,720 --> 00:00:41,810 digitally transform because they weren't ready for all of the 13 00:00:41,810 --> 00:00:45,830 impacts that the pandemic would have on them. And so, 14 00:00:45,830 --> 00:00:49,340 the three cracks, what we call, essentially exposing the digital 15 00:00:49,340 --> 00:00:56,230 underbelly are contactless experiences, customer automation and self- service, and 16 00:00:56,230 --> 00:00:58,410 apps become the interface. And we're going to start off 17 00:00:58,410 --> 00:01:04,310 with the contactless experience. Basically what happened is, because of 18 00:01:04,650 --> 00:01:07,690 COVID we went from an in- person, person- to- person 19 00:01:07,690 --> 00:01:12,290 type of engagement and interaction to these contactless experiences. And 20 00:01:12,290 --> 00:01:15,710 it's everything from contactless product delivery, to payment, to product 21 00:01:15,710 --> 00:01:19,090 pickup. All kinds of different things, and the whole reason 22 00:01:19,090 --> 00:01:22,970 behind that was because it made consumers and customers feel 23 00:01:22,970 --> 00:01:26,540 safer. Now, in my experience, one of the more interesting 24 00:01:26,540 --> 00:01:29,680 ones to watch was Best Buy. Before, you used to 25 00:01:29,680 --> 00:01:31,850 go into the showroom, you'd look around, there'd be stuff 26 00:01:31,850 --> 00:01:34,220 in there, lots of people in there looking at everything 27 00:01:34,220 --> 00:01:37,970 from refrigerators, to new iPhones, to new computers. In the 28 00:01:38,020 --> 00:01:41,380 pandemic, actually Best Buy was well- positioned to deal with 29 00:01:41,380 --> 00:01:44,820 this transformation, and just a few months in they'd already 30 00:01:44,820 --> 00:01:47,790 switched over to the ability to do curbside pickup, order 31 00:01:47,790 --> 00:01:51,480 online, look into their supply chain. What we found is 32 00:01:51,650 --> 00:01:57,510 that, with customers, 38% of them said during our surveys 33 00:01:57,820 --> 00:02:04,530 that contactless experiences make them feel a lot safer, or 34 00:02:04,530 --> 00:02:10,340 much safer. What kind of contactless experiences? Specifically, contactless product 35 00:02:10,340 --> 00:02:14,560 delivery. That was the most preferred contactless approach. So everything 36 00:02:14,560 --> 00:02:18,570 from DoorDash to something coming from Amazon. But right up 37 00:02:18,570 --> 00:02:22,970 there was contactless payment, product pick up, check- in, customer 38 00:02:22,970 --> 00:02:26,610 service, and no- signature checkout. But that was just the 39 00:02:26,610 --> 00:02:29,170 start. That was just the first crack that we saw. 40 00:02:30,450 --> 00:02:33,680 But how does this actually manifest in the world it 41 00:02:33,680 --> 00:02:36,490 is that we're dealing with today? And probably the best 42 00:02:36,490 --> 00:02:38,940 example we have out there is actually grocery pick up. 43 00:02:41,020 --> 00:02:46,450 30. 5, almost 31% of consumers said they would like 44 00:02:46,450 --> 00:02:52,770 curbside pick up to continue. Not really unexpected because by 45 00:02:52,780 --> 00:02:57,750 2023, IDC expects 75% of grocery e- commerce orders will be 46 00:02:57,750 --> 00:03:00,930 picked up curbside or in- store at a special type 47 00:03:00,930 --> 00:03:05,190 of kiosk, driving a 35% increase in investment in on- 48 00:03:05,190 --> 00:03:08,970 site or nearby micro- fulfillment centers to meet that need 49 00:03:09,020 --> 00:03:13,760 of the customer. We talked a little bit about contactless 50 00:03:13,760 --> 00:03:18,290 experience, what's the next one? Well, that's customer automation and 51 00:03:18,290 --> 00:03:21,250 self- service. That's one of the things that grew fairly 52 00:03:21,250 --> 00:03:25,980 quickly during the whole pandemic, is customer automation and self- 53 00:03:25,990 --> 00:03:29,090 service. How do customers take care of things themselves? How 54 00:03:29,090 --> 00:03:31,810 do they actually, instead of going into a store or 55 00:03:31,810 --> 00:03:34,370 going into a location somewhere, how are they able to 56 00:03:34,370 --> 00:03:37,630 do it digitally, online, and move that forward? AppFoundry On-demand Webinar Cost-effective contact center modernization with AI-driven knowledge [cutoff co_thick="2px"]Accessing knowledge has been a source of inefficiency for support teams for decades. When customers want answers, there’s no time to waste. But it can be even more difficult for distributed teams to find key information and act quickly. In this webinar, Jeff Stroum, Contact Center Solutions Expert, uncovers how modern customer experience organizations can use artificial intelligence (AI) technology to better manage knowledge, automate answers, and effectively facilitate on-premises and distributed support teams.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBuQAO"] Meet the Speakers Jeff Stroum Director of Strategic Consulting and Knowledge Expert Shelf AppFoundry On-demand Webinar Your analytics expressway [cutoff co_thick="2px"]The migration of cloud contact centers has nearly doubled in the past 18 months. As enterprises of all sizes move to the cloud to capture the speed, flexibility and resilience of SaaS architectures, new operational challenges around analytics, data and security have emerged. Watch this on-demand webinar to learn how SuccessKPI, a premium AppFoundry partner, has helped businesses tackle the toughest analytics challenges — and drive breakthrough operational performance in the contact center. No matter where you are in your cloud migration planning, you’ll get the guidance you need to move in the right direction.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBpQAO"] Meet the Speaker Dave Rennyson CEO SuccessKPI On-Demand Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra Genesys Cloud Demo Your call center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Customer relationships are hard. Building a contact center that connects the dots across your customer touchpoints doesn’t have to be. Join us for an interactive session to see just how straightforward it is to build and deploy a Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Key 2021 cloud contact center trends and predictions Insights into essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! Join this interactive session to see how to deploy it all in minutes — not months.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l13ZQAQ"] Meet the Speakers Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Monthly Demo Simplicity from the start: Day one with Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Making people happy should be easy. And with Genesys Cloud, it is. But don’t take our word for it. Join this product demo to see what day one with Genesys Cloud looks like. See how easy it is to use real-time analytics to manage queues, coach employees and drive better results. Learn how administrators can simplify tasks, like scheduling, script creation and more. Explore the ease in which agents can request schedule changes, see performance metrics and manages all channels from a single screen. Make it easy to delight your customers from the start with the all-in-one solution from Genesys.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0jyQAA"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Demo Webinar Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"][webinarschedule]If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Join us for this 30 minute webinar where we’ll show how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Deployment options - SaaS, private cloud, on-premises Who operates it - vendor, partner or self-operated Infrastructure options - IaaS, containerization, serverless computing Choice of application services and the strategic vendors within your ecosystem Register today to hear experts in customer experience and cloud technologies share how customer experience centers are morphing into multicloud architectures - and gaining flexibility and control of their customer experience solutions along the way.[cutoff co_thick="2px"]1 00:00:06,540 --> 00:00:10,040 Good morning, evening and afternoon everyone. This is Josh Reed 2 00:00:10,040 --> 00:00:12,280 from the digital events team here at Genesys. And let 3 00:00:12,280 --> 00:00:14,500 me start by saying welcome and thank you all for 4 00:00:14,500 --> 00:00:18,430 joining today's webinar, why your CX solution must be multi- 5 00:00:18,430 --> 00:00:22,490 cloud and might already be. As we always do, I'm 6 00:00:22,490 --> 00:00:25,620 going to cover a couple of brief housekeeping items before 7 00:00:25,620 --> 00:00:28,080 we get started, but I will be quick. First off, 8 00:00:28,080 --> 00:00:30,840 if you experience any problems viewing or listening to today's 9 00:00:30,840 --> 00:00:33,210 webcast, do me a favor and refresh your browser and 10 00:00:33,210 --> 00:00:35,500 make sure that it is indeed up to date, this 11 00:00:35,500 --> 00:00:38,910 should fix any console issues that you may experience. If 12 00:00:38,910 --> 00:00:41,560 those continue however, it might be helpful to switch over 13 00:00:41,560 --> 00:00:44,190 to something like Chrome or Firefox as well, as these 14 00:00:44,190 --> 00:00:47,980 are the best browsers that support the webcast platform. Also, 15 00:00:47,980 --> 00:00:51,310 note that you'll be able to enlarge the slide window 16 00:00:51,310 --> 00:00:54,290 and the video window throughout today's presentation by dragging any 17 00:00:54,330 --> 00:00:58,490 of the corners of those windows. And please note that 18 00:00:58,490 --> 00:01:01,220 this is designed to be an interactive experience between you 19 00:01:01,220 --> 00:01:04,780 and our presenters today. So throughout today's conversation, I encourage 20 00:01:04,780 --> 00:01:06,970 you all to throw questions that you have into the 21 00:01:06,970 --> 00:01:10,060 Q and A window. And what we'll do is we'll answer 22 00:01:10,060 --> 00:01:14,440 them throughout via chat, we'll also potentially read some aloud 23 00:01:14,790 --> 00:01:17,750 during our conversation, and then those we are able to 24 00:01:17,750 --> 00:01:19,650 get to during the live session what we'll do is 25 00:01:19,650 --> 00:01:23,800 we'll follow up with you via email. And note that 26 00:01:23,800 --> 00:01:26,020 this is indeed being recorded, so if you have to 27 00:01:26,020 --> 00:01:28,930 get up during the presentation, you miss anything don't fret, 28 00:01:28,930 --> 00:01:31,270 you will receive a link to the on- demand recording 29 00:01:31,270 --> 00:01:33,900 via email from on 24 within the next few business 30 00:01:33,900 --> 00:01:37,990 days. And also at any time during the webcast, feel 31 00:01:37,990 --> 00:01:40,850 free to check out the resource in the resource box 32 00:01:40,850 --> 00:01:43,700 just below the video window. Clicking through will open up 33 00:01:43,700 --> 00:01:46,020 in a new tab in your browser and we'll expand 34 00:01:46,020 --> 00:01:50,140 on today's topic of multi- cloud. And lastly, we welcome 35 00:01:50,140 --> 00:01:52,890 and appreciate your feedback. So you'll have the opportunity to 36 00:01:52,890 --> 00:01:55,260 fill out a short survey at the end of today's 37 00:01:55,260 --> 00:01:57,720 presentation, it's going to show up automatically at the end. 38 00:01:57,900 --> 00:02:00,560 However, if you are a go getter and you want 39 00:02:00,560 --> 00:02:02,850 to actually take care of it early, you can click 40 00:02:02,850 --> 00:02:06,180 on the survey at the last icon below and take 41 00:02:06,180 --> 00:02:10,460 that any time throughout the presentation. Like I mentioned, short 42 00:02:10,460 --> 00:02:12,650 and sweet. So now I'm actually happy to hand it 43 00:02:12,650 --> 00:02:16,180 off to our moderator today, Bobby Chester. Bobby, the floor 44 00:02:16,180 --> 00:02:20,140 is yours. Awesome, Josh. Thank you as always. I am 45 00:02:20,140 --> 00:02:24,420 super excited to be here today, I am joined by 46 00:02:24,450 --> 00:02:29,040 two of my absolute favorite colleagues. Today we have, Todd 47 00:02:29,040 --> 00:02:32,460 Famous and Abi Chandra joining me and we are going 48 00:02:32,460 --> 00:02:36,360 to be talking about all things multi- cloud. And the 49 00:02:36,360 --> 00:02:38,730 question you might be having in your mind first and 50 00:02:38,730 --> 00:02:42,070 foremost is, so why is the discussion on multi- cloud 51 00:02:42,160 --> 00:02:46,890 important at this time? And the answer is because the 52 00:02:46,890 --> 00:02:51,600 old saying that change is the only constant and although 53 00:02:51,600 --> 00:02:54,850 that holds true, what makes this point in time very 54 00:02:54,850 --> 00:02:58,200 different, is the acceleration of that change. When you look 55 00:02:58,200 --> 00:03:01,300 at things like AI, machine learning, those are just two 56 00:03:01,300 --> 00:03:03,900 of the forces that are driving all of this change 57 00:03:03,900 --> 00:03:07,530 that's going on. And although those aren't topics for this 58 00:03:07,530 --> 00:03:11,220 particular day, they are part of what's driving that need 59 00:03:11,220 --> 00:03:16,390 for cloud applications across a multi- cloud architecture. So let's 60 00:03:16,390 --> 00:03:20,300 start off today on doing a search for the term 61 00:03:20,300 --> 00:03:23,400 of multi- cloud. If you put that in, you'll see 62 00:03:23,400 --> 00:03:28,330 a whole bunch of varying different definitions, companies from Citrix, 63 00:03:28,330 --> 00:03:31,830 Google, Red Hat They're all taking a stab at trying 64 00:03:31,830 --> 00:03:35,930 to define it. Some define multi- cloud as an architecture 65 00:03:36,080 --> 00:03:42,120 that utilizes public private hybrid cloud services. While others see 66 00:03:42,120 --> 00:03:45,290 it more as an approach that's made up of one 67 00:03:45,290 --> 00:03:49,810 cloud service or more, as well as one cloud vendor 68 00:03:49,870 --> 00:03:53,890 or more. So with that said, there's so many variations 69 00:03:53,890 --> 00:03:56,450 out there, I think a good place to start is 70 00:03:56,450 --> 00:04:00,640 to get a definition from both of my colleagues. And 71 00:04:00,640 --> 00:04:02,500 Todd, if you don't mind, I'll start this one with 72 00:04:02,500 --> 00:04:06,020 you. Sure. Thanks, Bobby. I had a feeling this question 73 00:04:06,020 --> 00:04:10,240 was coming, multi- cloud and we have seen a lot 74 00:04:10,240 --> 00:04:15,380 of different opinions about this. And I think maybe I'll 75 00:04:15,380 --> 00:04:17,860 just keep it simple and focus on what I think 76 00:04:17,860 --> 00:04:23,520 is important from our product strategy. And that's the ability 77 00:04:23,520 --> 00:04:29,610 to operate your cloud software where you want. And that 78 00:04:29,610 --> 00:04:32,950 means that you could choose to run it on, for 79 00:04:32,950 --> 00:04:38,610 example, Amazon, AWS or Microsoft Azure or Google cloud platform. 80 00:04:38,920 --> 00:04:43,460 So we're giving in our architecture the ability for our 81 00:04:43,460 --> 00:04:47,880 customers to control where they operate. And that's very different 82 00:04:47,880 --> 00:04:50,610 than a lot of, I'd say the first- generation cloud 83 00:04:50,610 --> 00:04:55,190 architectures. What I think is probably the most important thing 84 00:04:55,560 --> 00:04:59,860 about multi- cloud, now there's a lot more technical nuances 85 00:04:59,860 --> 00:05:02,420 I could get into, but I think I'll start there 86 00:05:02,420 --> 00:05:05,710 with a high level. Abi, what do you think? Thank 87 00:05:05,710 --> 00:05:09,600 you, Todd. Thank you, Bobby. I will take a technologist 88 00:05:09,600 --> 00:05:12,760 view to defining multi- cloud because after all I am 89 00:05:12,760 --> 00:05:17,690 a cloud architect. Simply put mighty cloud is the ability 90 00:05:17,690 --> 00:05:22,170 to consume both private cloud and public clouds in a 91 00:05:22,170 --> 00:05:28,010 single network architecture. So this would involve consuming, hosted application 92 00:05:28,010 --> 00:05:33,110 services, cloud computing, storage and data services from single or 93 00:05:33,150 --> 00:05:40,220 multiple cloud entities including, on premise solutions, hosted solutions in 94 00:05:40,220 --> 00:05:44,600 a data center or a private cloud solution. Infrastructure as 95 00:05:44,600 --> 00:05:47,900 a service or platform as a service providers, such as, 96 00:05:48,300 --> 00:05:52,700 Todd mentioned, Amazon web services, Google cloud platform, Microsoft Azure, 97 00:05:53,420 --> 00:05:58,190 as well as consuming services from software as a service 98 00:05:58,310 --> 00:06:03,730 vendors, such as Genesys. So in reinforcing your definition of 99 00:06:04,100 --> 00:06:09,530 multi- cloud, in terms of Genesys customers. Genesys engaged customers 100 00:06:09,530 --> 00:06:13,760 and prospects they get the choice to operate their software 101 00:06:14,240 --> 00:06:18,310 in different environments. That's my definition of multi- cloud. All 102 00:06:18,310 --> 00:06:22,310 right, perfect. And so now that we've defined multi- cloud, 103 00:06:22,310 --> 00:06:25,690 the whole flexibility and choice, is what I heard you 104 00:06:25,690 --> 00:06:30,270 end on with emphasis. The title of our webinar today 105 00:06:30,270 --> 00:06:34,090 is, why your CX solution must be multi- cloud, certainly 106 00:06:34,090 --> 00:06:37,070 we'll hit on that throughout the day. But then we 107 00:06:37,070 --> 00:06:41,500 tagged it with, and you may be already. And so 108 00:06:41,500 --> 00:06:43,710 I know folks listening to this call and some of 109 00:06:43,710 --> 00:06:46,400 them have joined probably are wondering, well, what do you 110 00:06:46,400 --> 00:06:50,020 mean by that? How would I know? How could I 111 00:06:50,020 --> 00:06:52,930 be multi- cloud already? So, Abi, I'll start with you 112 00:06:52,930 --> 00:06:59,200 on this one. Over the past several years, most organizations 113 00:06:59,200 --> 00:07:05,350 have either intentionally or unintentionally evolved into a multi- cloud 114 00:07:05,390 --> 00:07:08,650 architecture, let me unpack this by giving you a few 115 00:07:08,650 --> 00:07:12,480 examples. In fact, the simplest examples for all of us 116 00:07:12,480 --> 00:07:17,070 in the customer experience industry or the contact center industry 117 00:07:17,070 --> 00:07:23,110 would be our customer relationship management systems or CRM as 118 00:07:23,110 --> 00:07:26,990 we call it. Today, most of them are cloud- based 119 00:07:27,180 --> 00:07:30,960 so even if you are an on- premise based contact 120 00:07:30,970 --> 00:07:37,670 center, integrating to Microsoft Dynamics 365 or Zendesk, you are 121 00:07:37,710 --> 00:07:41,440 a multi- cloud solution. And why does contact center and 122 00:07:41,440 --> 00:07:47,110 customer experience, our HR systems, our payroll systems, office productivity 123 00:07:47,110 --> 00:07:52,160 suite like, Google Docs or Office 365. Including even IT 124 00:07:52,430 --> 00:07:57,320 departments that used to maintain tape backups at an offsite 125 00:07:57,320 --> 00:08:01,770 location for disaster recovery. Today, they use services from Google, 126 00:08:01,770 --> 00:08:06,490 such as cold line storage or Amazon S3, Simple Storage 127 00:08:06,490 --> 00:08:11,720 Services because they get 11 lines of durability at a 128 00:08:11,720 --> 00:08:15,860 fraction of the cost of maintaining offsite back backups. So 129 00:08:15,860 --> 00:08:19,930 if you look deeper into various departments within a business 130 00:08:19,930 --> 00:08:24,560 or an organization, you will find multi- cloud has already 131 00:08:24,560 --> 00:08:28,790 proliferated the enterprise and that is why you may be 132 00:08:28,790 --> 00:08:34,980 multi- cloud. And the customers that I talked to, I 133 00:08:34,980 --> 00:08:39,780 do run into conversations where they are... Let's say they 134 00:08:39,780 --> 00:08:43,900 believe that they're all prem, that's one statement I've heard. 135 00:08:44,370 --> 00:08:47,250 And it usually just takes a little bit of digging 136 00:08:47,250 --> 00:08:51,580 or looking around to discover, okay, they're using a thought 137 00:08:51,580 --> 00:08:54,380 application for, as you said, for CRM or for HR 138 00:08:54,380 --> 00:09:01,890 or even in IT. So cloud services are being used 139 00:09:02,230 --> 00:09:07,230 sometimes through shadow IT, and sometimes just through different departments 140 00:09:07,230 --> 00:09:13,120 or acquisitions that have occurred. So this speaks to the 141 00:09:13,120 --> 00:09:16,810 point of, you may already be. What I would suggest 142 00:09:16,810 --> 00:09:21,010 and this is the point of the conversation, is that our 143 00:09:21,010 --> 00:09:24,460 customers are now starting to be more intentional about it. 144 00:09:24,460 --> 00:09:28,410 To actually think about the various cloud services they're using, 145 00:09:28,410 --> 00:09:31,430 think about the implications of using those cloud services or 146 00:09:31,430 --> 00:09:34,950 private clouds and then have a corporate strategy for how 147 00:09:34,950 --> 00:09:40,450 to be multi- cloud. So, Todd it's interesting, I know 148 00:09:40,520 --> 00:09:44,320 you've already mentioned and Abi, as well. Several of the 149 00:09:44,320 --> 00:09:49,740 infrastructure as a service providers, Google Cloud, Azure, AWS, in 150 00:09:49,740 --> 00:09:53,050 your opinion does it need to be one or more 151 00:09:53,050 --> 00:09:58,920 of these providers to be considered multi- cloud? Well, I'll 152 00:09:58,920 --> 00:10:03,380 tell you it's becoming increasingly difficult to be singular in 153 00:10:03,380 --> 00:10:06,460 terms of your entire deployment. We certainly have customers that 154 00:10:06,500 --> 00:10:10,190 have a strong desire to be all in one provider. 155 00:10:11,560 --> 00:10:13,530 I think that some of them may get there, I 156 00:10:13,530 --> 00:10:16,400 think for most customers, they will end up with multiple 157 00:10:16,450 --> 00:10:21,800 cloud services. For those that do get there, I think 158 00:10:21,800 --> 00:10:25,330 the other important attribute of multi- cloud to think about 159 00:10:25,770 --> 00:10:29,500 is a possibility of things are going to change. As 160 00:10:29,500 --> 00:10:31,870 you said at the beginning, Bobby, things keep changing and 161 00:10:32,240 --> 00:10:36,380 we have customers who have made a choice about a 162 00:10:36,690 --> 00:10:39,870 certain cloud provider and then down the line, their corporate 163 00:10:39,870 --> 00:10:44,430 strategy changes due to some other commercial arrangement or acquisition 164 00:10:44,680 --> 00:10:49,340 and so multi- cloud re- enters that strategy. So we're 165 00:10:49,340 --> 00:10:52,540 seeing a lot of that and I think that this 166 00:10:52,540 --> 00:10:56,460 is investment protection to be able to offer a cloud 167 00:10:56,460 --> 00:10:59,980 strategy across those various providers. And, Abi mentioned, I just 168 00:10:59,980 --> 00:11:02,640 wanted to make sure I reinforce that there's also private 169 00:11:02,640 --> 00:11:07,100 cloud or even on- prem cloud architectures that customers operate. 170 00:11:07,340 --> 00:11:10,170 And that is still are port and part of the 171 00:11:10,170 --> 00:11:18,680 strategy for certain customers and certain verticals. And, Abi do you have 172 00:11:18,680 --> 00:11:22,130 any thoughts on the infrastructure as a service providers? Yeah, 173 00:11:22,130 --> 00:11:25,670 yeah. I will actually double down on what, Todd said, 174 00:11:25,670 --> 00:11:29,290 but if you carefully listen on the one hand, we 175 00:11:29,290 --> 00:11:32,840 said that you don't have to be with one of 176 00:11:32,840 --> 00:11:36,440 these infrastructure as a service provider, and you could also 177 00:11:36,440 --> 00:11:42,590 be on premises or private cloud or hosted services. At 178 00:11:42,590 --> 00:11:45,210 the end of the day I think what customers really 179 00:11:45,210 --> 00:11:49,880 are looking for, are benefits of a cloud solution. And 180 00:11:49,880 --> 00:11:52,060 the top most benefit is the one that you laid 181 00:11:52,060 --> 00:11:54,750 out as you started this session, Bobby, which is the 182 00:11:54,750 --> 00:11:59,070 ability to change. With ability to deploy wherever you want, 183 00:11:59,350 --> 00:12:05,470 ability to get continuous delivery, continuous innovation, instinct, scalability, these 184 00:12:05,470 --> 00:12:07,820 are the benefits that customers are looking for. So you 185 00:12:07,970 --> 00:12:11,460 don't have to be in an AWS or an Azure, 186 00:12:11,760 --> 00:12:15,900 you could be on premise and consume cloud deliver innovations. 187 00:12:16,150 --> 00:12:19,900 You could be in your hosted private cloud and have 188 00:12:19,900 --> 00:12:24,870 expandability into Google Cloud for scalability purposes. And that is 189 00:12:25,210 --> 00:12:28,530 what makes you multi-cloud. So let me latch on to 190 00:12:28,530 --> 00:12:31,080 one of the things that you both touched on, which 191 00:12:31,080 --> 00:12:34,470 is the private cloud piece that you just brought up. 192 00:12:34,470 --> 00:12:37,350 And I guess, I have a question, is that for 193 00:12:37,350 --> 00:12:41,010 the last decade or so, really SAS has been the 194 00:12:41,010 --> 00:12:44,900 cool kid on the block and private cloud seems to 195 00:12:44,900 --> 00:12:51,830 have been relegated. Private cloud, is it still cool? Well, 196 00:12:52,050 --> 00:12:57,110 let me try. In the beginning there was prem, we understand 197 00:12:57,110 --> 00:13:02,480 that and then there was cloud and as you've said, initially, 198 00:13:02,480 --> 00:13:06,820 when you first think about cloud services, they were a 199 00:13:06,820 --> 00:13:11,470 black box, really. You're getting a service from a vendor 200 00:13:11,690 --> 00:13:15,130 but what's behind the curtain you don't know about, you 201 00:13:15,840 --> 00:13:18,420 don't have any control over, you don't have any choices 202 00:13:18,460 --> 00:13:23,690 over that infrastructure in the backend. Now, if you look 203 00:13:23,690 --> 00:13:28,690 under the covers, what the benefits of cloud include, continuous 204 00:13:28,690 --> 00:13:35,280 development, horizontal scale microservices, cost control. Those benefits in a 205 00:13:35,280 --> 00:13:40,230 cloud architecture are now possible with private cloud. So we 206 00:13:40,230 --> 00:13:44,090 can actually, as a software developer develop software, we're using 207 00:13:44,090 --> 00:13:46,220 a technology called, containers, which we may or may not 208 00:13:46,220 --> 00:13:49,370 get into that level of detail. But using the software 209 00:13:49,370 --> 00:13:52,310 architecture that is a cloud architecture, so it has the 210 00:13:52,310 --> 00:13:57,020 benefits of cloud but still gives you the option of 211 00:13:57,020 --> 00:14:00,310 controlling where that software gets deployed, which could include on- 212 00:14:00,310 --> 00:14:07,400 prem in a private cloud. Abi, your thoughts. Sure. I 213 00:14:07,400 --> 00:14:11,080 know you said," Hey, is private cloud still cool?" I'll 214 00:14:11,170 --> 00:14:14,030 take it a step further and say, not only is 215 00:14:14,030 --> 00:14:17,930 private clouds still cool but it will remain so for 216 00:14:17,930 --> 00:14:22,820 the next several years. As organizations evolve and set their 217 00:14:22,910 --> 00:14:28,220 cloud strategy a private cloud multi- cloud architecture, not only 218 00:14:28,220 --> 00:14:33,010 leveraging the existing investments in technology, but it enables them 219 00:14:33,010 --> 00:14:37,280 to stay true to the original reason why they want 220 00:14:37,420 --> 00:14:40,480 to go multi- cloud or private cloud in the first 221 00:14:40,480 --> 00:14:43,820 place. Some of these reasons, Todd already mentioned so I'll 222 00:14:44,160 --> 00:14:46,960 expand on those. A lot of times when it came 223 00:14:46,960 --> 00:14:51,590 to on- premise customer experience solutions or private cloud hosted 224 00:14:51,630 --> 00:14:57,540 data center based operations. One of the reasons that customers 225 00:14:57,540 --> 00:15:02,490 really took a multi- vendor approach was number one, they 226 00:15:02,490 --> 00:15:06,100 got to select the best of technologies from different vendors 227 00:15:06,420 --> 00:15:10,620 but more importantly, they did not have to lock themselves 228 00:15:10,670 --> 00:15:14,350 in to a single vendor. So the single vendor lock- 229 00:15:14,350 --> 00:15:17,610 in factor goes away. The other thing is in today's 230 00:15:17,610 --> 00:15:22,850 environment, a private cloud gives you greater control over your 231 00:15:22,850 --> 00:15:28,180 security and data protections that you are looking for. But most 232 00:15:28,180 --> 00:15:32,310 of all, it is the ability to create highly customized 233 00:15:32,530 --> 00:15:38,370 and tailored customer experiences for their end consumers. So for 234 00:15:38,370 --> 00:15:43,000 such businesses ripping and replacing their existing private cloud or 235 00:15:43,000 --> 00:15:48,110 premise infrastructure and then going to a public cloud multi- 236 00:15:48,500 --> 00:15:53,440 tenant cloud solution, where 80% of the functionalities are same 237 00:15:53,680 --> 00:15:59,100 across multiple customer sex, they cannot provide those discerning tailored 238 00:15:59,310 --> 00:16:04,240 customer experiences that their customers experience. And now, as Todd, 239 00:16:04,240 --> 00:16:07,250 mentioned, he said containers. And I take it one step 240 00:16:07,250 --> 00:16:10,550 further into the technicalities of it, for the past several 241 00:16:10,550 --> 00:16:16,560 years technologies such as Docker, Kubernetes, allow you to get 242 00:16:16,560 --> 00:16:20,840 all the cloud benefits from your existing premise or private 243 00:16:20,840 --> 00:16:24,100 cloud solutions. So this is the reason why I think 244 00:16:24,590 --> 00:16:26,950 private cloud is going to be cool for a very 245 00:16:26,950 --> 00:16:30,780 long time. And Todd, I was going to say, when 246 00:16:30,780 --> 00:16:36,450 you look at our own customer base, look at the popularity of private cloud. 247 00:16:36,450 --> 00:16:38,920 Yeah. So particularly the types of customers that we deal with and engage 248 00:16:39,100 --> 00:16:43,200 with some of the largest and most sophisticated contact centers 249 00:16:43,200 --> 00:16:47,160 in the world. And in some of these industries, they 250 00:16:47,160 --> 00:16:51,110 have the scale to justify the cloud infrastructure, they have 251 00:16:51,110 --> 00:16:54,580 the teams to justify it. I think particularly in the 252 00:16:54,580 --> 00:17:00,880 large financial services, most of those operations are massive, massive 253 00:17:00,880 --> 00:17:05,060 in scale and have massive investments in private cloud. And 254 00:17:05,060 --> 00:17:08,020 they have the opportunity to leverage those investments now with 255 00:17:08,020 --> 00:17:13,950 a cloud contact center product from Genesys. And Abi, mentioned 256 00:17:14,060 --> 00:17:17,930 this but I want to also just acknowledge that in 257 00:17:17,930 --> 00:17:22,490 certain industries, certain parts of the world, there are regulatory 258 00:17:22,490 --> 00:17:27,110 and compliance reasons that certain companies need to operate in 259 00:17:27,110 --> 00:17:31,740 private clouds. Whether it be government services or due to 260 00:17:31,740 --> 00:17:36,780 certain dat privacy restrictions or constraints within a certain geography, 261 00:17:37,650 --> 00:17:41,260 private cloud is a necessity. And so what we aim 262 00:17:41,260 --> 00:17:45,620 to do with this, our architecture in multi- cloud is 263 00:17:45,620 --> 00:17:48,200 deliver the benefits of cloud with still that control of being 264 00:17:48,200 --> 00:17:52,640 able to put the software where you want. And Abi, 265 00:17:52,640 --> 00:17:55,000 I know you started delving a little bit further into 266 00:17:56,220 --> 00:18:01,740 Docker containers and Kubernetes. This isn't necessarily new technology as 267 00:18:01,740 --> 00:18:06,110 I understand it, really what's new is it entering the 268 00:18:06,110 --> 00:18:08,910 CCaaS, the contact center as a service market, is that 269 00:18:08,910 --> 00:18:12,830 fair? You are 100% accurate. And the reason for this 270 00:18:12,830 --> 00:18:18,990 is a whole lot of these technologies across multiple information 271 00:18:18,990 --> 00:18:24,590 services and information technology disciplines have been identified as open 272 00:18:24,590 --> 00:18:29,960 source options by the Cloud Native Computing Foundation or CNCF. 273 00:18:30,420 --> 00:18:33,300 So a lot of these open source technologies are already 274 00:18:33,300 --> 00:18:37,570 being used on- premise solutions and private cloud solutions, as 275 00:18:37,570 --> 00:18:40,900 well as infrastructure as a service options. I'll start by 276 00:18:40,960 --> 00:18:45,020 naming, Docker, which I said it allows the OS level 277 00:18:45,270 --> 00:18:50,780 virtualization to deliver your software in packages called containers. And 278 00:18:50,780 --> 00:18:56,580 then these containers can be orchestrated using Kubernetes orchestration and 279 00:18:56,750 --> 00:19:01,170 manage and deploy all of these across, not only multiple 280 00:19:01,570 --> 00:19:07,590 infrastructure as a service platforms like, AWS, OpenShift or Google Cloud 281 00:19:07,590 --> 00:19:12,260 platform, but also for on- premise as well as private cloud 282 00:19:12,570 --> 00:19:16,680 or hosted services. There are additional few technologies which we 283 00:19:16,680 --> 00:19:20,500 in Genesys engage use to enable this for our customers 284 00:19:20,570 --> 00:19:25,800 all from the CNCF Foundation. One is Terraform, infrastructure provisioning, 285 00:19:25,800 --> 00:19:32,280 which allows automated provisioning of infrastructure across multiple clouds simultaneously. 286 00:19:32,650 --> 00:19:36,510 There is also Spinnaker continuous delivery and integration. We say 287 00:19:36,700 --> 00:19:40,900 that our multi- cloud and private cloud customers get continuous 288 00:19:40,900 --> 00:19:44,670 delivery and integration, but Spinnaker is the technology that enables 289 00:19:44,670 --> 00:19:48,300 this to happen. Which is why I say that even 290 00:19:48,300 --> 00:19:51,940 our on- premise and private cloud customers get to live 291 00:19:52,030 --> 00:19:57,010 the cloud life, instant scalability, continuous delivery, access to cloud 292 00:19:57,010 --> 00:20:02,830 innovations across all clouds and cross cloud deployment. So think 293 00:20:02,830 --> 00:20:08,080 about it, we don't know where that new technology, new 294 00:20:08,240 --> 00:20:11,410 innovation will come early, if you are locked into lets 295 00:20:11,410 --> 00:20:15,040 say, Amazon web services for your solution and it is 296 00:20:15,640 --> 00:20:20,250 tightly integrated on Amazon web services infrastructure, it is difficult 297 00:20:20,660 --> 00:20:23,560 to go to another platform which may have the innovation. 298 00:20:23,970 --> 00:20:28,750 With Docker and Kubernetes container orchestration. You can use multiple 299 00:20:28,750 --> 00:20:34,080 cloud platforms simultaneously, and not only just stop, reduce your 300 00:20:34,080 --> 00:20:37,540 time to deployment by 75% but even cut your costs 301 00:20:37,540 --> 00:20:40,350 in half. Sorry, Todd, go ahead. And Bobby, I think 302 00:20:40,350 --> 00:20:46,850 you pasted it in the question, some of our customers 303 00:20:46,850 --> 00:20:48,480 and those of you who are on this call, I'm 304 00:20:48,480 --> 00:20:52,340 going to say, may not be familiar with Kubernetes and 305 00:20:52,340 --> 00:20:56,770 Helm Charts and Spinnaker and a Terraform. These are newer 306 00:20:56,770 --> 00:21:00,650 technologies to the call center people and I can tell 307 00:21:00,650 --> 00:21:03,620 you and the customers that we're dealing with and that 308 00:21:03,620 --> 00:21:09,210 we're helping today, it isn't uncommon that I walk into 309 00:21:09,370 --> 00:21:12,960 some of those conversations with and meeting with a party 310 00:21:12,960 --> 00:21:15,810 who isn't familiar with that technology. Now, one thing I 311 00:21:15,810 --> 00:21:17,420 will say is I would and I'll go on a 312 00:21:17,420 --> 00:21:21,310 limb here and guarantee that any large enterprise, if you 313 00:21:21,310 --> 00:21:24,970 go and talk to your peers in IT, you will 314 00:21:24,970 --> 00:21:28,530 find some group within the enterprise that is already deploying 315 00:21:28,530 --> 00:21:32,240 this technology. So as you said, it's new- ish to 316 00:21:32,240 --> 00:21:34,990 contact center but it's not new to the environments of 317 00:21:34,990 --> 00:21:37,090 our enterprises, so connecting that dots is one of the 318 00:21:37,090 --> 00:21:40,380 things that we need to do as a team. Perfect. 319 00:21:40,380 --> 00:21:42,880 Then actually I'm going to interject, we did have a 320 00:21:42,880 --> 00:21:47,280 question that came in. The question is, I would self- 321 00:21:47,280 --> 00:21:51,290 describe as on- premise with an application that we've used 322 00:21:51,290 --> 00:21:55,590 for almost 10 years now, you're saying that we don't 323 00:21:55,590 --> 00:22:01,400 have to rip and replace? Explain how that works. I'm 324 00:22:01,400 --> 00:22:02,890 not sure, Abi, if you want to take the first 325 00:22:02,890 --> 00:22:07,610 stab at this. Yeah, absolutely. So one of the things 326 00:22:07,690 --> 00:22:12,890 that you will encounter is folks have already started utilizing 327 00:22:12,890 --> 00:22:15,680 a whole host of these technologies, or be it not 328 00:22:15,680 --> 00:22:18,650 all of them, but in order to make their work 329 00:22:18,730 --> 00:22:23,910 loads easier. Think about what started with VMware and virtualization 330 00:22:24,180 --> 00:22:30,180 now has been taken into containerized deployment of servers, services 331 00:22:30,180 --> 00:22:33,010 and platforms. And then of course, to better manage them 332 00:22:33,010 --> 00:22:38,950 they are utilizing other additional services. So when you encounter 333 00:22:39,030 --> 00:22:43,130 your cloud strategy, you don't have to let go on 334 00:22:43,230 --> 00:22:46,120 not only the investment that you're made in the hardware 335 00:22:46,120 --> 00:22:50,120 and software, but also in training and managing all these 336 00:22:50,120 --> 00:22:53,830 resources, which operate these for you. You can set a 337 00:22:53,830 --> 00:22:58,100 slow and steady path to the cloud as you containerize 338 00:22:58,100 --> 00:23:03,490 your solutions, start deriving cloud benefits. And then according to 339 00:23:03,490 --> 00:23:08,240 your convenience, find the right multiple cloud platforms to take 340 00:23:08,240 --> 00:23:12,280 your solution to the next level. What do you think 341 00:23:12,280 --> 00:23:14,650 about this, Todd? And I'll say that sounds like one of our customers, 342 00:23:14,650 --> 00:23:17,820 so maybe I'll speak to it in terms of the 343 00:23:17,820 --> 00:23:24,420 engaged product portfolio. You're offering choice a common theme here 344 00:23:25,640 --> 00:23:28,440 and we started on this journey actually a couple of 345 00:23:28,440 --> 00:23:33,910 years back. Our first containerized component was something called, CX 346 00:23:33,910 --> 00:23:38,070 Insights, which is an analytics application. And so it's a 347 00:23:38,180 --> 00:23:44,630 container packaging and we have customers, long- standing prem customers 348 00:23:44,890 --> 00:23:50,170 who have deployed this particular application in this new containerize 349 00:23:50,170 --> 00:23:54,800 architecture. And that works in combination with their existing deployment, 350 00:23:55,540 --> 00:23:58,360 we have another component called CX Contact, which is our 351 00:23:58,360 --> 00:24:01,390 outbound offer, which is also in containers and now available 352 00:24:01,390 --> 00:24:05,500 and you can integrate that to your existing environment. Genesys 353 00:24:05,500 --> 00:24:11,930 Workspace, web edition, our desktop experience, designer or orchestration engine. 354 00:24:12,220 --> 00:24:17,410 So we are adding containers in elements, with the journey 355 00:24:17,410 --> 00:24:20,470 that we've been on, we are now completing that journey 356 00:24:20,470 --> 00:24:23,020 we'll have the full suite available, but there's options in 357 00:24:23,020 --> 00:24:27,040 terms of how you're going to go about implementing those 358 00:24:27,040 --> 00:24:31,090 components. There are also by the way, customers who go 359 00:24:31,090 --> 00:24:34,620 straight to cloud. So there are customers that have large 360 00:24:34,810 --> 00:24:38,580 prem deployments and decide that they want to transition to 361 00:24:38,580 --> 00:24:43,750 a Genesys managed service and so they transitioned from their 362 00:24:43,750 --> 00:24:45,970 current architecture. So one of the things that, and this 363 00:24:45,970 --> 00:24:48,790 is what we need to have a conversation, with each 364 00:24:48,790 --> 00:24:51,120 of our customers about is that path to cloud and 365 00:24:51,120 --> 00:24:54,950 what makes sense for them. Yeah. And actually, Todd, that 366 00:24:54,950 --> 00:24:58,600 leads me to my next question which is, we've talked 367 00:24:59,000 --> 00:25:01,110 quite a bit about the infrastructure side of it but 368 00:25:01,110 --> 00:25:04,760 there is another side of it. There is the, who's 369 00:25:04,760 --> 00:25:07,210 going to manage it, who's going to deploy it, who's 370 00:25:07,210 --> 00:25:10,090 going to keep that expertise, who's going to manage the 371 00:25:10,090 --> 00:25:12,610 knock, who's going to do the moves, adds and changes? 372 00:25:13,550 --> 00:25:15,470 So Todd, if you want to talk a little bit 373 00:25:15,470 --> 00:25:18,120 about, when you're looking it through the lens of multi- 374 00:25:18,120 --> 00:25:22,540 cloud, again, the flexibility that you're given. Yeah, that's another 375 00:25:22,540 --> 00:25:27,760 thing that's changed a lot from earlier first- generation cloud 376 00:25:28,050 --> 00:25:32,530 contact center solutions or CCaaS solutions as you've said. These had one 377 00:25:32,530 --> 00:25:37,840 model from the vendor with multi- cloud and the architecture 378 00:25:37,840 --> 00:25:42,070 that we've put together with engage, we can offer a 379 00:25:42,920 --> 00:25:45,920 traditional model of Contact Center as a Service where we're 380 00:25:45,920 --> 00:25:51,140 operating and offering completely managing the software. But we also 381 00:25:51,140 --> 00:25:55,740 have options where we can provide those containers, that architecture 382 00:25:55,950 --> 00:26:00,210 to a service provider or a partner who will operate 383 00:26:00,210 --> 00:26:02,670 it on behalf of a customer. So if a customer 384 00:26:02,670 --> 00:26:07,760 chooses to have a service provider operate their software, could 385 00:26:07,760 --> 00:26:10,410 be because of a relationship they have with them on 386 00:26:10,410 --> 00:26:14,520 the networking or telecom side or because of even data 387 00:26:14,520 --> 00:26:17,640 sovereignty reasons. They want a certain operator to run that, 388 00:26:17,820 --> 00:26:21,710 they could choose that or they could be completely on 389 00:26:21,710 --> 00:26:26,380 premise in a private data center with a partner or 390 00:26:26,380 --> 00:26:32,390 in- house staff, some combination managing. There's complete flexibility in 391 00:26:32,390 --> 00:26:37,030 terms of the operating model, which can be made independent 392 00:26:37,030 --> 00:26:39,770 of choosing a great architecture and choosing a great contact 393 00:26:39,770 --> 00:26:45,400 center product. All right. Abi, your thoughts? Sure. I actually, everything 394 00:26:45,400 --> 00:26:48,110 like, Todd said, I'll just add another angle to it from 395 00:26:48,110 --> 00:26:51,520 a personal perspective. All of us in this industry try 396 00:26:51,520 --> 00:26:54,290 to keep our skill sites up to date, several years 397 00:26:54,330 --> 00:27:00,440 ago it was AWS certification, then a few years ago it was Agile certification, now everybody's running towards 398 00:27:00,470 --> 00:27:05,750 GCP. So having a solution that provides you the choice 399 00:27:05,940 --> 00:27:09,240 and gives you the control, if you have the resources 400 00:27:09,330 --> 00:27:12,380 to manage it on site, on premise, have at it. 401 00:27:12,750 --> 00:27:16,080 If you have the resources in conjunction with a partner 402 00:27:16,300 --> 00:27:19,510 to manage it in your private cloud, hosted data center, 403 00:27:19,710 --> 00:27:23,140 then you have that option available with a private multi- 404 00:27:23,400 --> 00:27:27,670 cloud solution. If you have tie- ins or buy ins 405 00:27:27,670 --> 00:27:32,160 with AWS or Azure, then you can start leveraging those 406 00:27:32,300 --> 00:27:36,510 resources for your contact center or customer experience solution also. 407 00:27:36,720 --> 00:27:39,940 Or you can turn it all to a systems integrator 408 00:27:40,190 --> 00:27:42,920 and say," Hey, you do everything for me, give me 409 00:27:42,920 --> 00:27:46,170 your turnkey multi- cloud solution so that we can focus 410 00:27:46,170 --> 00:27:49,330 on our business." So really the control is what I 411 00:27:49,330 --> 00:27:54,100 would emphasize as part of this solution. Abi, scares me 412 00:27:54,100 --> 00:27:56,790 when he says he got his AWS Certification and then 413 00:27:56,790 --> 00:27:59,970 he loved Azure and then now GCP. What I think 414 00:27:59,970 --> 00:28:02,660 about there is we have so many people in this 415 00:28:02,660 --> 00:28:06,630 industry that are attached or married to one particular provider. 416 00:28:06,630 --> 00:28:10,050 And so when you say that you're in the AWS 417 00:28:10,050 --> 00:28:14,350 camp, you're anti Azure and so people are quite divided 418 00:28:14,350 --> 00:28:17,630 along lines sometimes around cloud. I think the message here 419 00:28:17,630 --> 00:28:20,950 is that we know we can support you no matter 420 00:28:20,950 --> 00:28:24,430 what cloud you're in. All right. So now I'm going 421 00:28:24,430 --> 00:28:28,050 to move us to, by all means, especially on engage, 422 00:28:28,540 --> 00:28:33,060 we service extremely large complex global enterprises. And when you 423 00:28:33,060 --> 00:28:36,420 look at the way that they have designed their partner, 424 00:28:36,420 --> 00:28:41,900 their vendor application system ecosystem, it is a whole bunch. 425 00:28:42,830 --> 00:28:45,490 They're tapping into different vendors, I know Abi, had even 426 00:28:45,490 --> 00:28:50,120 mentioned earlier on having that best of breed approach. And 427 00:28:50,120 --> 00:28:54,940 so when it comes to multi- cloud architecture, when you're 428 00:28:54,940 --> 00:28:58,510 looking at the way that we're setting it up to 429 00:28:58,510 --> 00:29:02,840 go forward with multi- cloud, does it impact the way 430 00:29:02,840 --> 00:29:07,660 that these very large complex customers build that ecosystem out. 431 00:29:09,310 --> 00:29:11,710 Todd, why don't you take this one because you deal with 432 00:29:11,710 --> 00:29:14,230 a lot of these customers in face- to- face meetings. 433 00:29:14,310 --> 00:29:21,070 A lot of partners too. Again, I'll go back to 434 00:29:21,070 --> 00:29:24,720 when we saw first- generation CCaaS, a lot of the 435 00:29:25,180 --> 00:29:31,100 direction in the industry and the momentum was towards this 436 00:29:31,100 --> 00:29:37,010 all in one bundle, it's one thing and it's everything 437 00:29:37,010 --> 00:29:39,940 that you need. Now. I don't think the vendors would 438 00:29:39,940 --> 00:29:42,020 go so far as to say close, but it's everything 439 00:29:42,020 --> 00:29:43,430 you need, which is a way of saying that you 440 00:29:43,430 --> 00:29:45,200 don't need anything else so which is a way of saying, 441 00:29:45,200 --> 00:29:48,240 they're not really committed to working with best of breed. 442 00:29:49,900 --> 00:29:51,750 Abi, as you said, that the part of the market 443 00:29:52,030 --> 00:29:55,490 that I deal with every day and customers we deal 444 00:29:55,490 --> 00:29:58,860 with come to the table with their own assets and 445 00:29:58,860 --> 00:30:02,470 various applications that they need to integrate to their contact 446 00:30:02,470 --> 00:30:07,740 center. Sometimes contact center applications, preferences they have around workforce 447 00:30:07,740 --> 00:30:13,640 management or speech recognition or CRM. And when they come 448 00:30:13,640 --> 00:30:18,230 to the table we need to work in a way 449 00:30:18,370 --> 00:30:22,680 with those applications. So integrate to those applications, again, multi- 450 00:30:22,680 --> 00:30:26,230 cloud supports that idea of choice and control around where 451 00:30:26,230 --> 00:30:28,400 you're running your software and how you're integrating it to 452 00:30:28,400 --> 00:30:32,530 these various components and what those parameters and security and 453 00:30:32,530 --> 00:30:36,580 networking looks like. So that ability to integrate becomes part 454 00:30:36,580 --> 00:30:41,690 of that bigger multi- cloud storey. Abi, your thoughts on 455 00:30:41,690 --> 00:30:47,530 this topic? Exactly what, Todd said, that you have the 456 00:30:47,530 --> 00:30:50,970 ability to go in the direction that you want to 457 00:30:50,970 --> 00:30:53,810 and not in the direction those who are pitching you 458 00:30:53,810 --> 00:30:57,410 a cloud solution want to take you into. Maintain that 459 00:30:57,410 --> 00:31:01,410 flexibility, choice and control that you always have had with 460 00:31:01,410 --> 00:31:06,990 your on- premise and private multi- cloud solutions. All right. 461 00:31:06,990 --> 00:31:10,340 So gentlemen, we only have a couple minutes left. So 462 00:31:10,340 --> 00:31:14,330 let me ask this quick question. So Todd, again, knowing 463 00:31:14,330 --> 00:31:17,920 that you have so much time with our customers, when 464 00:31:17,920 --> 00:31:20,050 you talk to them and you start sharing with them, 465 00:31:20,060 --> 00:31:23,140 just our approach to multi- cloud, what is their response? 466 00:31:29,240 --> 00:31:33,420 This basically what I would describe as the way they 467 00:31:33,420 --> 00:31:38,170 show up is with relief. The idea that they've had 468 00:31:38,680 --> 00:31:44,930 sophisticated, complex, large multinational or in some cases, in across 469 00:31:44,930 --> 00:31:48,940 many geographies and data center deployments and that's their current 470 00:31:48,940 --> 00:31:52,780 world. And they're looking at and they've been hearing and 471 00:31:52,780 --> 00:31:55,330 they're trying to figure out a cloud strategy. And the 472 00:31:55,330 --> 00:31:59,670 cloud strategy looks completely different from their current environment in 473 00:31:59,670 --> 00:32:03,310 how their current environment feels and how they operate. And 474 00:32:03,400 --> 00:32:07,510 what multi-cloud gives them is a cloud architecture, a path 475 00:32:07,510 --> 00:32:12,470 to cloud with the ability to embrace some of the 476 00:32:12,470 --> 00:32:15,550 constraints that they've had previously in terms of where they 477 00:32:15,550 --> 00:32:18,580 deploy, who they integrate to, how they control, how they 478 00:32:18,580 --> 00:32:24,600 secure, the software. And so we're seeing a really positive 479 00:32:24,610 --> 00:32:27,780 reaction from our large enterprise customers in this idea of 480 00:32:28,160 --> 00:32:32,650 a path forward to cloud through multi- cloud. Awesome. You 481 00:32:32,650 --> 00:32:36,520 mean, I don't have to give up my solution and 482 00:32:36,520 --> 00:32:39,950 infrastructure in which I put so much pains, hard work 483 00:32:39,950 --> 00:32:43,080 into? These are some of the statements that our customers 484 00:32:43,080 --> 00:32:45,700 make back to us when we show them our multi- 485 00:32:45,810 --> 00:32:49,830 cloud architecture. They're pretty passionate about some of those solutions 486 00:32:50,230 --> 00:32:53,490 that they've tied on to. Because they're just key in 487 00:32:53,490 --> 00:32:55,990 the way that they do customer experience and the way 488 00:32:55,990 --> 00:33:00,440 that they just engage in general. All right. So gentlemen, 489 00:33:00,450 --> 00:33:04,280 we are at time, one last question. And with this 490 00:33:04,280 --> 00:33:06,910 one, since we are at time, I'm going to hold 491 00:33:06,910 --> 00:33:09,920 us all to just a single word answer, so you 492 00:33:09,920 --> 00:33:14,010 get one word. The final question, what is the one 493 00:33:14,010 --> 00:33:19,150 word to you that defines multi- cloud? And so Todd, 494 00:33:19,160 --> 00:33:23,240 I'll start with you. Well, I'm going to answer in one word 495 00:33:23,840 --> 00:33:26,530 but I'm going to expand it. The word would be 496 00:33:27,200 --> 00:33:35,080 control. We work with some fantastic companies, some of the 497 00:33:35,080 --> 00:33:39,900 smartest people in this industry are our customers and they 498 00:33:39,900 --> 00:33:44,410 have great ideas around how to manage their software and 499 00:33:46,040 --> 00:33:49,460 what multi- cloud gives them as ability to exert some 500 00:33:49,460 --> 00:33:53,370 of that control over how and where, and in what 501 00:33:53,370 --> 00:33:57,640 manner their software is deployed. Awesome. All right. Abi Chandra. 502 00:33:58,180 --> 00:34:04,610 I always knew you were a control freak. The one 503 00:34:04,610 --> 00:34:08,490 word solution for defining multi- cloud, which comes to my 504 00:34:08,490 --> 00:34:12,440 mind, I'm going to tap into my inner yoga that 505 00:34:12,450 --> 00:34:15,920 I practice. Especially, Bobby, since you introduced me to heart 506 00:34:15,960 --> 00:34:24,090 yoga, is flexibility. The flexibility to control your infrastructure, the flexibility 507 00:34:24,090 --> 00:34:29,680 to control your technology, the flexibility to control your resources 508 00:34:29,920 --> 00:34:35,080 and the flexibility to decide who will manage, administer, install 509 00:34:40,030 --> 00:34:42,930 and configure your CX solution. So for me, that word is flexibility. Excellent. All right. And I will top us out 510 00:34:42,930 --> 00:34:45,790 with my word, as you were both talking that pop 511 00:34:45,790 --> 00:34:47,550 to my head is actually... I don't know if it's 512 00:34:47,550 --> 00:34:52,920 a full word, but it's multi. And when I think 513 00:34:52,920 --> 00:34:55,810 back on this conversation that we had, we talked about 514 00:34:55,810 --> 00:35:02,310 multi- vendor, multi application, multi- deployment, multi- cloud. And so 515 00:35:02,310 --> 00:35:04,680 on that note, I just want to do a huge, 516 00:35:04,680 --> 00:35:07,810 thanks, Todd, Abi, to both of you. I've thoroughly enjoyed 517 00:35:07,810 --> 00:35:10,750 this last half hour and Josh, back to you to 518 00:35:11,240 --> 00:35:17,120 close this out. Thanks, Bobby. So unfortunately we are out 519 00:35:17,120 --> 00:35:19,270 of time, I know we have questions in the chat 520 00:35:19,270 --> 00:35:22,830 that we were unable to answer. So don't fret, we're 521 00:35:22,830 --> 00:35:25,370 going to answer those questions via email within the next 522 00:35:25,380 --> 00:35:27,340 few business days. So you have a couple of seconds 523 00:35:27,340 --> 00:35:28,810 here before I close this out. If you have any 524 00:35:28,810 --> 00:35:31,240 questions for our speakers today, do me a favor and 525 00:35:31,240 --> 00:35:33,030 just throw those into the Q and A window and we'll 526 00:35:33,030 --> 00:35:34,930 get back to you via email, as promptly as we 527 00:35:34,930 --> 00:35:39,230 can. Also note, there are resources in the resource list 528 00:35:39,230 --> 00:35:41,360 that you could take advantage of right now to learn 529 00:35:41,360 --> 00:35:43,730 more about multi- cloud. So I encourage you to click 530 00:35:43,730 --> 00:35:47,500 on those before today's session ends, so that you can 531 00:35:47,770 --> 00:35:50,470 learn as much about multi- cloud and have as much 532 00:35:50,470 --> 00:35:54,160 passion for it as our speakers did today. Also, as 533 00:35:54,160 --> 00:35:55,980 a friendly reminder, if you could please fill out that 534 00:35:55,980 --> 00:35:57,730 survey, that's going to show up at the end of 535 00:35:57,730 --> 00:36:01,100 today's webcast as well. We greatly appreciate your feedback, we 536 00:36:01,140 --> 00:36:03,950 tailor these presentations to exactly what you, the audience want 537 00:36:03,950 --> 00:36:06,160 to learn more about. So we would love to collect 538 00:36:06,160 --> 00:36:09,950 that feedback for the future presentations from Genesys. And with 539 00:36:09,950 --> 00:36:12,930 that on behalf of Bobby, Todd, Abi and the entire 540 00:36:12,930 --> 00:36:16,040 Genesys team, we thank you again for joining today's webcast, 541 00:36:16,040 --> 00:36:19,480 why your CX solution must be multi- cloud and might 542 00:36:19,480 --> 00:36:22,160 already be. Until next time, have a good one, everyone. 543 00:36:22,190 --> 00:36:22,270 Thank you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l09RQAQ"] Meet the Speakers Tod Famous VP Product Management, Engage Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Demo Webinar Connect the dots with Genesys and Adobe Featuring guest speakers from Adobe and IDC Break down the data silos between sales, marketing and service for more connected customer experiences [cutoff co_thick="2px"][webinarschedule]The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Join IDC, Adobe and Genesys in this live webinar to learn how to: Manage the rise of digital-first customer expectations Eliminate data silos by integrating Genesys Cloud and Adobe Experience Platform Turn data into actionable insights that deliver results Enable more intelligent, individualized customer interactions [cutoff co_thick="2px"]1 00:00:06,720 --> 00:00:10,340 Good morning, evening and afternoon everyone, this is Josh Reed from 2 00:00:10,340 --> 00:00:12,780 the digital events team here at Genesys. And let me 3 00:00:12,780 --> 00:00:16,610 be the first to say welcome to our live demonstration 4 00:00:16,610 --> 00:00:20,990 today, " Connect the Dots with Genesys and Adobe." As I 5 00:00:20,990 --> 00:00:22,850 always do, I'm going to keep it short and sweet, 6 00:00:22,850 --> 00:00:25,090 but I do have just a couple housekeeping items to go 7 00:00:25,090 --> 00:00:27,880 through before we get started today. So first off, if you 8 00:00:27,880 --> 00:00:30,990 experience any problems viewing or listening to today's demo, do 9 00:00:30,990 --> 00:00:32,830 me a favor and just do a quick refresh on 10 00:00:32,830 --> 00:00:35,610 your browser and maybe switch over to something like Chrome 11 00:00:35,610 --> 00:00:38,130 or Firefox as well, as these are the best browsers 12 00:00:38,130 --> 00:00:41,460 that support the webcast platform. You also have the ability 13 00:00:41,460 --> 00:00:44,110 to enlarge the slide window and the video window by 14 00:00:44,110 --> 00:00:47,510 dragging any of the corners of said windows, and you 15 00:00:47,510 --> 00:00:51,540 can adjust those throughout the presentation. And also note that 16 00:00:51,540 --> 00:00:54,640 this webcast is designed to be an interactive experience between 17 00:00:54,640 --> 00:00:56,960 you and our presenters today. So first off, if you 18 00:00:56,960 --> 00:00:59,580 have any questions throughout the presentation, throw those into the 19 00:00:59,580 --> 00:01:03,560 Q& A window below the slide window. Now, we will 20 00:01:03,560 --> 00:01:05,470 have a live Q& A at the end of the 21 00:01:05,470 --> 00:01:08,450 presentation today but sometimes time gets away from us. So, 22 00:01:08,660 --> 00:01:10,810 if that does happen, what we'll do is we'll follow 23 00:01:10,810 --> 00:01:13,150 up with you via email in a few business days. 24 00:01:14,910 --> 00:01:17,330 And also note that this is being recorded, so if 25 00:01:17,330 --> 00:01:20,630 you miss anything throughout today's presentation, don't fret. You'll receive 26 00:01:20,630 --> 00:01:23,630 a link to the recording from ON24 within the next 27 00:01:23,630 --> 00:01:26,360 few business days, and that will have full playback capabilities. 28 00:01:28,220 --> 00:01:30,540 I also encourage you to check out the resource box 29 00:01:30,540 --> 00:01:33,330 below the slides as well. Clicking through won't take you 30 00:01:33,330 --> 00:01:34,900 away, they'll just open up in a new tab in 31 00:01:34,900 --> 00:01:39,770 your browser. But these resources expand on today's topic. And 32 00:01:39,770 --> 00:01:42,540 lastly, we welcome and appreciate your feedback, so you'll have 33 00:01:42,540 --> 00:01:44,730 the opportunity to fill out a short survey that's going 34 00:01:44,730 --> 00:01:47,150 to show up at the end of today's presentation. You 35 00:01:47,150 --> 00:01:49,390 can also click on the last icon below in that 36 00:01:49,390 --> 00:01:51,290 survey widget if you want to knock it out early, 37 00:01:51,430 --> 00:01:53,930 but we tailor these presentations to exactly what you want 38 00:01:53,930 --> 00:01:55,670 to learn more about, so I encourage you to go 39 00:01:55,670 --> 00:01:57,850 ahead and check that out whenever you get a chance 40 00:01:57,850 --> 00:02:02,080 throughout today's presentation. And like I said, short and sweet. 41 00:02:02,350 --> 00:02:05,340 So, today we have three excellent presenters excited to discuss 42 00:02:05,340 --> 00:02:08,550 how to manage the rise of digital first customer expectations, 43 00:02:08,900 --> 00:02:12,730 eliminate data silos by integrating Genesys Cloud and Adobe Experience 44 00:02:12,730 --> 00:02:17,660 platforms, turn data into actionable insights that deliver results and 45 00:02:17,660 --> 00:02:22,850 enable more intelligent, individualized customer interactions. I'm happy to introduce 46 00:02:22,850 --> 00:02:25,600 you all to Alan Webber, the program vice president of 47 00:02:25,600 --> 00:02:29,610 customer experience at IDC. We have Sridhar Jayakumar, the principal 48 00:02:29,610 --> 00:02:32,850 product manager at Adobe. And finally, we have Dan Arra, 49 00:02:32,900 --> 00:02:36,150 the vice president of sales for Genesys AI. So with 50 00:02:36,150 --> 00:02:37,840 that being said, I'm going to hand things off to 51 00:02:37,840 --> 00:02:42,550 our first presenter today. Alan, the floor is yours. Thank 52 00:02:42,550 --> 00:02:45,920 you so much, and thank you everybody for joining us. Man, 2020, what a 53 00:02:45,920 --> 00:02:49,010 year. Wasn't quite what we were expecting going into it, 54 00:02:49,010 --> 00:02:50,580 but now that we're through it and we're on to 55 00:02:50,580 --> 00:02:53,880 the next one, 2021, let's talk a little bit about what it 56 00:02:53,880 --> 00:02:57,110 means to be a post- COVID customer and how companies 57 00:02:57,110 --> 00:03:00,180 are driving empathy at scale. But to start with, I'd 58 00:03:00,180 --> 00:03:02,180 like to start with a little survey, if you don't 59 00:03:02,180 --> 00:03:05,420 mind. And if you can go ahead and answer these 60 00:03:05,420 --> 00:03:08,260 question, the question we have up in the window. What 61 00:03:08,260 --> 00:03:10,850 are the biggest changes you've seen over the past year 62 00:03:10,850 --> 00:03:14,650 that are driving digital transformation? And please select all that 63 00:03:14,650 --> 00:03:18,700 apply. One, need to reassure customers they can reach you 64 00:03:18,700 --> 00:03:25,490 whenever needed. Two, increase interaction volume, more calls, chats, SMS, 65 00:03:25,490 --> 00:03:31,080 messages. Three, higher customer expectations to show me that me. 66 00:03:31,930 --> 00:03:36,260 Four, demographic change mix over different channels. And five, all 67 00:03:36,260 --> 00:03:38,750 of the above. Go ahead and give you just a 68 00:03:38,750 --> 00:03:41,260 second to go ahead and answer that question for us, 69 00:03:41,260 --> 00:03:58,210 if you would please. Okay, let's see what the results 70 00:03:58,210 --> 00:04:03,400 are showing. So, the number one, as we probably would 71 00:04:03,400 --> 00:04:07,570 have expected, at 43 1/2% was all of the above. 72 00:04:08,600 --> 00:04:11,660 The second largest was increased interaction volume. More calls, more 73 00:04:11,660 --> 00:04:16,330 chats, SMS, and messages. Third was demographic change mix over 74 00:04:16,330 --> 00:04:20,190 channels. And fourth was need to reassure customers they can 75 00:04:20,190 --> 00:04:22,940 reach you whenever needed. And lastly was the higher customer 76 00:04:22,940 --> 00:04:28,070 expectation. And that actually leads real well into what my 77 00:04:28,070 --> 00:04:32,660 presentation is about and where things are going. with the 78 00:04:32,660 --> 00:04:36,230 pandemic there were a number of effects that changed, a 79 00:04:36,230 --> 00:04:39,580 number of things that affected the consumer and the customer. 80 00:04:40,360 --> 00:04:44,100 It created unique situations for some industries, such as retail, 81 00:04:44,330 --> 00:04:47,470 healthcare, and look at hospitality. And before we got on 82 00:04:47,470 --> 00:04:49,700 the call we were talking a little bit about travel. 83 00:04:49,960 --> 00:04:52,650 The airlines have really had to change what's going on. It has 84 00:04:53,210 --> 00:04:56,170 forced them to rethink the way they use technology to 85 00:04:56,170 --> 00:04:59,420 engage with their customers. And what I want to highlight 86 00:04:59,420 --> 00:05:01,880 is some of the effects that we're seeing from COVID 87 00:05:01,880 --> 00:05:07,500 that are happening already. There are three cracks in what 88 00:05:07,500 --> 00:05:11,790 we call customer experience, specifically COVID cracks. And what we 89 00:05:11,790 --> 00:05:15,450 mean by that is that, with COVID we saw an acceleration 90 00:05:15,450 --> 00:05:19,080 in the digital transformation forced upon companies. They had to 91 00:05:19,080 --> 00:05:22,170 digitally transform because they weren't ready for all of the 92 00:05:22,170 --> 00:05:26,190 impacts that the pandemic would have on them. And so, 93 00:05:26,190 --> 00:05:29,700 the three cracks, what we call, essentially exposing the digital 94 00:05:29,700 --> 00:05:36,590 underbelly are contactless experiences, customer automation and self- service, and 95 00:05:36,590 --> 00:05:38,770 apps become the interface. And we're going to start off 96 00:05:38,770 --> 00:05:44,670 with the contactless experience. Basically what happened is, because of 97 00:05:45,010 --> 00:05:48,050 COVID we went from an in- person, person- to- person 98 00:05:48,050 --> 00:05:52,650 type of engagement and interaction to these contactless experiences. And 99 00:05:52,650 --> 00:05:56,070 it's everything from contactless product delivery, to payment, to product 100 00:05:56,070 --> 00:05:59,450 pickup. All kinds of different things, and the whole reason 101 00:05:59,450 --> 00:06:03,330 behind that was because it made consumers and customers feel 102 00:06:03,330 --> 00:06:06,900 safer. Now, in my experience, one of the more interesting 103 00:06:06,900 --> 00:06:10,040 ones to watch was Best Buy. Before, you used to 104 00:06:10,040 --> 00:06:12,210 go into the showroom, you'd look around, there'd be stuff 105 00:06:12,210 --> 00:06:14,580 in there, lots of people in there looking at everything 106 00:06:14,580 --> 00:06:18,330 from refrigerators, to new iPhones, to new computers. In the 107 00:06:18,380 --> 00:06:21,740 pandemic, actually Best Buy was well- positioned to deal with 108 00:06:21,740 --> 00:06:25,180 this transformation, and just a few months in they'd already 109 00:06:25,180 --> 00:06:28,150 switched over to the ability to do curbside pickup, order 110 00:06:28,150 --> 00:06:31,840 online, look into their supply chain. What we found is 111 00:06:32,010 --> 00:06:37,870 that, with customers, 38% of them said during our surveys 112 00:06:38,180 --> 00:06:44,890 that contactless experiences make them feel a lot safer, or 113 00:06:44,890 --> 00:06:50,700 much safer. What kind of contactless experiences? Specifically, contactless product 114 00:06:50,700 --> 00:06:54,920 delivery. That was the most preferred contactless approach. So everything 115 00:06:54,920 --> 00:06:58,930 from DoorDash to something coming from Amazon. But right up 116 00:06:58,930 --> 00:07:03,330 there was contactless payment, product pick up, check- in, customer 117 00:07:03,330 --> 00:07:06,970 service, and no- signature checkout. But that was just the 118 00:07:06,970 --> 00:07:09,530 start. That was just the first crack that we saw. 119 00:07:10,810 --> 00:07:14,040 But how does this actually manifest in the world it 120 00:07:14,040 --> 00:07:16,850 is that we're dealing with today? And probably the best 121 00:07:16,850 --> 00:07:19,300 example we have out there is actually grocery pick up. 122 00:07:21,380 --> 00:07:26,810 30. 5, almost 31% of consumers said they would like 123 00:07:26,810 --> 00:07:33,130 curbside pick up to continue. Not really unexpected because by 124 00:07:33,140 --> 00:07:38,110 2023, IDC expects 75% of grocery e- commerce orders will be 125 00:07:38,110 --> 00:07:41,290 picked up curbside or in- store at a special type 126 00:07:41,290 --> 00:07:45,550 of kiosk, driving a 35% increase in investment in on- 127 00:07:45,550 --> 00:07:49,330 site or nearby micro- fulfillment centers to meet that need 128 00:07:49,380 --> 00:07:54,120 of the customer. We talked a little bit about contactless 129 00:07:54,120 --> 00:07:58,650 experience, what's the next one? Well, that's customer automation and 130 00:07:58,650 --> 00:08:01,610 self- service. That's one of the things that grew fairly 131 00:08:01,610 --> 00:08:06,340 quickly during the whole pandemic, is customer automation and self- 132 00:08:06,350 --> 00:08:09,450 service. How do customers take care of things themselves? How 133 00:08:09,450 --> 00:08:12,170 do they actually, instead of going into a store or 134 00:08:12,170 --> 00:08:14,730 going into a location somewhere, how are they able to 135 00:08:14,730 --> 00:08:21,370 do it digitally, online, and move that forward? And so, 136 00:08:21,370 --> 00:08:25,370 what we found is that, during COVID- 19 and the 137 00:08:25,370 --> 00:08:28,770 pandemic, there were a lot of increases in adoption around 138 00:08:28,770 --> 00:08:33,190 the usage and adoption of automated self- service technologies. So 139 00:08:33,190 --> 00:08:36,650 for example, the use of telemedicine, first- time use of 140 00:08:36,960 --> 00:08:43,190 telemedicine, was up 28. 2%. Video calls, Zoom calls, Teams 141 00:08:43,190 --> 00:08:48,470 calls, WebEx calls went up 26.2%. Mobile ordering went up 142 00:08:48,510 --> 00:08:52,700 20. 5%, people actually ordering things on their phone. Everything 143 00:08:52,700 --> 00:08:56,970 from Amazon to, say Chipotle or Chic- Fil-A. But that 144 00:08:56,970 --> 00:09:01,420 wasn't just it. What's also increased is that push towards 145 00:09:01,420 --> 00:09:06,630 mobile apps and how we do automated and self- service 146 00:09:06,680 --> 00:09:11,530 through mobile apps. In fact, mobile applications, their usage of 147 00:09:11,530 --> 00:09:16,360 by consumers and customers went up almost 36%. Mobile ordering 148 00:09:16,360 --> 00:09:21,790 was up 27. 5% previously. Mobile payments, and this is 149 00:09:21,790 --> 00:09:25,540 one of the really interesting ones, between that and alternative payments, mobile 150 00:09:25,630 --> 00:09:30,000 payments was up 18%. Alternative payments, using things like PayPal, 151 00:09:30,000 --> 00:09:35,990 Venmo, things like that, was up almost 23%. So first 152 00:09:35,990 --> 00:09:39,500 of all, we saw the digital transformation around contactless experiences. 153 00:09:39,630 --> 00:09:42,750 And then we see this move into customer support and 154 00:09:42,750 --> 00:09:45,880 self- service, all being automated and again, in a lot 155 00:09:45,880 --> 00:09:50,550 of ways, contactless. So how has this manifested out into 156 00:09:50,550 --> 00:09:54,720 the world? Well specifically when you talk about telemedicine, this 157 00:09:54,720 --> 00:09:57,130 is probably one of the biggest changes because with healthcare, 158 00:09:57,410 --> 00:09:59,910 a lot of that is that personal interaction back and 159 00:09:59,910 --> 00:10:04,360 forth with the doctor or other healthcare provider, and IDC 160 00:10:04,360 --> 00:10:09,100 believes that telemedicine is here to stay just because it's 161 00:10:09,100 --> 00:10:11,700 a simpler and easier way to interact and engage with 162 00:10:11,700 --> 00:10:16,080 your healthcare providers. For example, one of my children goes 163 00:10:16,080 --> 00:10:18,640 and sees a speech therapist and it used to be 164 00:10:18,640 --> 00:10:23,160 this was all done in person. Now what happens is 165 00:10:23,160 --> 00:10:26,390 that he has a weekly appointment with his speech therapist 166 00:10:26,570 --> 00:10:29,830 through Zoom and they're able to interact and engage, and the 167 00:10:29,830 --> 00:10:31,630 audio and the video is good enough that they can 168 00:10:31,630 --> 00:10:35,050 actually make those necessary changes and teach him what it 169 00:10:35,050 --> 00:10:38,590 is he needs to adapt to his speech therapy. So, 170 00:10:38,780 --> 00:10:40,880 telemedicine is one of those things that are here to 171 00:10:41,750 --> 00:10:46,010 stay, and IDC believes by 2023, providers and life science companies 172 00:10:46,010 --> 00:10:51,740 will increase spending by 70% on health technologies, specifically those 173 00:10:51,740 --> 00:10:55,600 health telemedicine type technologies. So we continue to move that 174 00:10:55,790 --> 00:11:01,470 forward. Now we've talked about contactless experiences, we've talked about 175 00:11:01,470 --> 00:11:06,130 the consumer automation. Lastly, it's really the applications become the 176 00:11:06,190 --> 00:11:09,170 primary interface for how we interact and engage with the 177 00:11:09,170 --> 00:11:14,820 world. With COVID- 19, it introduced a whole lot of new 178 00:11:14,820 --> 00:11:17,150 task apps that we've never had on our phones before. 179 00:11:17,330 --> 00:11:20,290 We're used to having things like email, we're used to 180 00:11:20,290 --> 00:11:25,690 having maybe FaceTime. Maybe you're checking Facebook or doing doomscrolling 181 00:11:25,740 --> 00:11:29,970 on TikTok or maybe Instagram. But the fact of the 182 00:11:29,970 --> 00:11:32,330 matter is that we have a lot of new apps 183 00:11:32,330 --> 00:11:36,130 that were task- oriented that were introduced during COVID- 19. 184 00:11:36,510 --> 00:11:39,350 Probably the biggest one introduced, obviously, was the COVID incident 185 00:11:39,350 --> 00:11:43,410 management applications and symptom tracking. But the fascinating thing is, 186 00:11:43,410 --> 00:11:45,810 as we get through the pandemic, those are going to 187 00:11:45,810 --> 00:11:48,420 drop away but what's going to stay in place? The 188 00:11:48,420 --> 00:11:53,840 workplace safety applications, the curbside pickup applications, and the office 189 00:11:53,840 --> 00:11:57,420 space utilization applications. You're going to see a whole lot 190 00:11:57,420 --> 00:12:00,540 more new applications that lay out how it is we 191 00:12:00,550 --> 00:12:04,640 interact and engage, both with other employees and with customers 192 00:12:04,690 --> 00:12:07,840 and consumers as they're out there. So this is the 193 00:12:07,840 --> 00:12:10,040 new world that we're dealing with. A lot of this 194 00:12:10,040 --> 00:12:15,400 is going to be happening through those mobile devices. In 195 00:12:15,400 --> 00:12:18,420 fact, probably one of the best examples that I can give 196 00:12:18,420 --> 00:12:22,310 during this whole process was the whole food delivery. One 197 00:12:22,310 --> 00:12:25,470 of the fabulous things about being home now, when I 198 00:12:25,470 --> 00:12:26,850 used to travel so much, is that I had a 199 00:12:26,850 --> 00:12:31,560 number of dollars stashed up in Uber Cash. And so, 200 00:12:31,560 --> 00:12:33,590 it was fun when my kids were home from school 201 00:12:33,590 --> 00:12:35,080 that they would come in and they would say, " Okay, 202 00:12:35,080 --> 00:12:38,530 he Dad, can we order Uber Eats using the money 203 00:12:38,530 --> 00:12:41,400 you have on your Uber app?" And that was kind 204 00:12:41,400 --> 00:12:43,270 of cool for a couple of times. After the third 205 00:12:43,270 --> 00:12:45,020 time, it's like, " No, you can go downstairs and make 206 00:12:45,020 --> 00:12:47,460 yourself a PB& J. But the fact of the matter 207 00:12:47,460 --> 00:12:50,930 is that food delivery is not going away. It's something 208 00:12:51,140 --> 00:12:55,130 to stay. And it's going to increase for restaurants and 209 00:12:55,130 --> 00:12:58,120 eats into their profits just as a way to be 210 00:12:58,120 --> 00:13:02,750 able to survive. 31% of consumers would like home delivery 211 00:13:02,750 --> 00:13:06,470 of goods to continue. And honestly, I think this is 212 00:13:06,470 --> 00:13:08,390 going to grow. I don't know how many of you 213 00:13:08,390 --> 00:13:10,730 remember the old Peapod and places like that where they 214 00:13:10,730 --> 00:13:14,170 would actually deliver groceries. This is going to grow even 215 00:13:14,170 --> 00:13:18,830 more. In fact, IDC believes by 2023, 30% of restaurants 216 00:13:18,830 --> 00:13:23,440 using third party delivery platforms will deploy native delivery options 217 00:13:23,440 --> 00:13:25,640 to eliminate that third party feed because they want to 218 00:13:25,640 --> 00:13:28,460 retain that money. What that means is that they're using 219 00:13:28,460 --> 00:13:32,700 technology to continue to build up their baseline revenue in 220 00:13:32,700 --> 00:13:34,590 this new type of world it is that we're dealing 221 00:13:34,590 --> 00:13:39,660 with. So, if you work in technology, if you're CIO, 222 00:13:39,660 --> 00:13:44,400 a CTO, a CMO, what does this mean for you? Well, here's 223 00:13:44,400 --> 00:13:48,650 what it means for you. CX is now becoming urgent 224 00:13:48,660 --> 00:13:52,290 for the C- Suite. IDC does a lot of research, 225 00:13:52,290 --> 00:13:55,760 we take a lot of surveys, and back in January 226 00:13:56,490 --> 00:14:00,160 or February we surveyed what we call our future enterprise 227 00:14:00,160 --> 00:14:05,010 survey. And we had CxO type officers outline where the 228 00:14:05,190 --> 00:14:08,390 primary priorities were for the C- Suite in their companies. 229 00:14:09,040 --> 00:14:12,940 And customer experience was down number eight because there's so 230 00:14:12,940 --> 00:14:15,820 many other things that are going on out there. And 231 00:14:16,140 --> 00:14:19,240 most companies honestly believe that they can always find another 232 00:14:19,240 --> 00:14:23,740 customer. What we found is that with the pandemic, customer 233 00:14:23,740 --> 00:14:27,220 experience went from number eight to number two, and it 234 00:14:27,770 --> 00:14:30,660 remained in one of the top three slots every month 235 00:14:30,660 --> 00:14:34,040 for the rest of the year. This is where the 236 00:14:34,040 --> 00:14:38,890 priority was. Customer experience become a top priority because companies 237 00:14:38,890 --> 00:14:42,810 realize that without a customer, they didn't have a company. 238 00:14:44,540 --> 00:14:48,020 So what are the challenges to driving a differentiated experience? 239 00:14:49,950 --> 00:14:52,790 Again, from our survey, the biggest challenge out there is 240 00:14:52,790 --> 00:14:55,610 that cross- channel experience. How do you move from a 241 00:14:55,610 --> 00:14:58,080 mobile device to a website to an in- person, and 242 00:14:58,080 --> 00:15:01,660 maybe back to a mobile device? 69% of our respondents 243 00:15:01,660 --> 00:15:04,330 said that was the number- one thing they were challenged 244 00:15:04,330 --> 00:15:07,600 with. The number two was how do you switch, in 245 00:15:07,600 --> 00:15:11,610 a pandemic environment, into a customer- centric organization? What does 246 00:15:11,610 --> 00:15:15,330 it take and how do you move that forward? Third 247 00:15:15,330 --> 00:15:20,410 was tying that improvement in customer experience to revenue, and 248 00:15:20,410 --> 00:15:24,480 that's absolutely critical because if you can't prove the revenue, 249 00:15:24,750 --> 00:15:28,470 then you can't prove the value of the experience. And 250 00:15:28,470 --> 00:15:30,750 the last one, all the way down at 38% was 251 00:15:30,750 --> 00:15:33,420 integrated the customer data. Now I'll just tell you from 252 00:15:33,420 --> 00:15:35,640 experience, you're going to see this one rise because this 253 00:15:35,640 --> 00:15:38,860 is the lifeblood of customer experience. If you look at 254 00:15:38,860 --> 00:15:42,180 the work that Genesys and Adobe do, this is really 255 00:15:42,180 --> 00:15:45,850 the lifeblood. The customer data, moving that customer data around 256 00:15:46,090 --> 00:15:48,510 and being able to drive all of the intelligence and 257 00:15:48,510 --> 00:15:52,050 analytics, and therefore the better experience that they're able to 258 00:15:52,050 --> 00:15:55,610 provide. So, when you think about where this goes in 259 00:15:55,610 --> 00:15:58,920 the future, think about starting with the customer at the 260 00:15:58,920 --> 00:16:01,660 center. This is where the future is going to be 261 00:16:01,660 --> 00:16:04,070 and this is how companies like Adobe and Genesys are 262 00:16:04,070 --> 00:16:06,900 pulling this together. Customers at the center, and they want 263 00:16:06,900 --> 00:16:09,800 four things. They want a conversation with the brand, they 264 00:16:09,800 --> 00:16:13,410 want a clear customer journey, they want a good experience, 265 00:16:13,450 --> 00:16:16,190 and they want satisfaction and being able to express that 266 00:16:16,190 --> 00:16:19,880 satisfaction. So really, what it comes down to is an 267 00:16:19,880 --> 00:16:24,160 empathetic relationship between customers and brands built upon what the 268 00:16:24,160 --> 00:16:27,570 customer wants and how they want to be treated. But 269 00:16:27,570 --> 00:16:31,420 that's just the beginning because this all happens through this 270 00:16:31,420 --> 00:16:36,780 lens of technology. And it's this technology around awareness, engaging, 271 00:16:37,080 --> 00:16:42,210 learning and measuring. Every customer engagement now happens through a 272 00:16:42,210 --> 00:16:47,590 lens of technology, and that's the critical piece here. Lastly, 273 00:16:48,990 --> 00:16:52,260 you've got the customer, you've got the technology. It has 274 00:16:52,260 --> 00:16:57,400 to drive business outcomes that drives empathy at scale. That's 275 00:16:57,400 --> 00:17:00,810 really where the future is now, is empathy at scale. 276 00:17:00,870 --> 00:17:02,860 And that's what technology is driving, and that's what that 277 00:17:02,860 --> 00:17:05,920 relationship with the customer is all about. So this is what 278 00:17:05,920 --> 00:17:08,070 I'd like to leave you with because this is what 279 00:17:08,070 --> 00:17:13,290 it means. The customer experience of today and tomorrow is 280 00:17:13,290 --> 00:17:19,870 all about awareness. It's about engagement. It's about learning. It's 281 00:17:19,870 --> 00:17:25,140 about measurement. And it's about data. And these, together, are 282 00:17:25,150 --> 00:17:28,570 what drive empathy at scale, and all this happens through 283 00:17:28,570 --> 00:17:31,750 the lens of technology. Now I'd like to turn it 284 00:17:31,750 --> 00:17:34,760 over to my colleagues and let them take this forward 285 00:17:34,760 --> 00:17:39,310 from here. Great. Thank you very much, Alan. A lot 286 00:17:39,310 --> 00:17:42,640 of good information. We'd like to learn a little bit 287 00:17:42,640 --> 00:17:46,700 more about your specific CX challenges before Sridhar and I 288 00:17:46,960 --> 00:17:52,950 start talking about the Adobe Genesys partnership and integrations. So 289 00:17:53,200 --> 00:17:56,980 we have a question here and a few options. What 290 00:17:56,980 --> 00:18:01,040 are your CX challenges in the new digital world? One, 291 00:18:01,100 --> 00:18:05,610 improve customer retention/ loyalty, reduce churn. That's probably pretty important. 292 00:18:06,040 --> 00:18:13,280 Personalize the experiences to impact very specific KPIs. CSAT, increase 293 00:18:13,280 --> 00:18:17,130 revenue, increase lead velocity, and for those contact center people 294 00:18:17,130 --> 00:18:20,920 out there, first call resolution, average handle time. Are those 295 00:18:20,920 --> 00:18:25,710 important KPIs? Are you focused on reducing the call interaction 296 00:18:25,710 --> 00:18:30,310 volume through automation, using bots or chats rather than calls? 297 00:18:31,030 --> 00:18:33,920 And do you have commitments to your customers, whether they're 298 00:18:33,920 --> 00:18:39,130 internal within your organization or to external customers, to meet 299 00:18:39,130 --> 00:18:44,070 service level agreements? So, let's take a look at the 300 00:18:44,120 --> 00:18:54,030 results. So, reducing call interaction volume. That's pretty interesting, that's 301 00:18:55,060 --> 00:18:58,900 very good. So, as Alan was describing, the increase of 302 00:18:59,270 --> 00:19:02,950 volume of interactions going up, being able to handle those 303 00:19:03,010 --> 00:19:12,860 using AI. And second, these KPI metrics or specific revenue 304 00:19:12,860 --> 00:19:17,300 and lead velocity metrics, they're pretty important as well. And 305 00:19:17,680 --> 00:19:21,990 reducing churn, increasing loyalty. And then finally, meeting your service 306 00:19:21,990 --> 00:19:30,070 level agreements. Great. All right, so as I mentioned, we're 307 00:19:30,070 --> 00:19:35,200 here to talk about a new strategic partnership between Genesys 308 00:19:35,200 --> 00:19:39,700 and Adobe, a very exciting partnership. We'll describe what that 309 00:19:39,700 --> 00:19:43,440 partnership is, talk about the integrations between our two platforms, 310 00:19:43,690 --> 00:19:46,720 and then we're going to give you a demonstration that actually shows you 311 00:19:47,030 --> 00:19:51,770 how we break down these silos between marketing, commerce, sales 312 00:19:51,770 --> 00:19:56,150 and service across the entire customer life cycle, customer journey, 313 00:19:56,660 --> 00:20:00,620 to utilize the data that exists, the behaviors that occur, 314 00:20:01,290 --> 00:20:05,040 so we can link the marketing profiles with contact history 315 00:20:05,480 --> 00:20:10,980 for real- time engagement. And the goal is to allow 316 00:20:10,980 --> 00:20:14,610 you to see and know more about your customers, personalize 317 00:20:14,610 --> 00:20:18,950 better, and engage smarter and faster to achieve some of 318 00:20:19,100 --> 00:20:24,460 those KPIs that we were just talking about. And another 319 00:20:24,470 --> 00:20:27,500 way to look at this is we're leveraging each other's 320 00:20:27,500 --> 00:20:33,250 strengths, Adobe and Genesys. Genesys is a contact center platform, 321 00:20:33,430 --> 00:20:38,530 customer experience platform, focused on real- time engagement. Most of 322 00:20:38,530 --> 00:20:41,850 the engagement is one- to- one between an agent or 323 00:20:41,850 --> 00:20:46,100 an employee and a customer, and a marketing or digital 324 00:20:46,100 --> 00:20:49,760 experience platform from Adobe, they're focused on communicating one- to- 325 00:20:49,760 --> 00:20:55,120 many, as marketeers do. And we want to leverage the 326 00:20:55,120 --> 00:20:58,020 data that exists in the contact center and all of 327 00:20:58,020 --> 00:21:00,160 the other connection points that we have in the contact 328 00:21:00,160 --> 00:21:05,840 center, with the data and marketing technology stack that exists 329 00:21:06,180 --> 00:21:10,920 in the sales and marketing part of the organization to 330 00:21:11,030 --> 00:21:16,960 develop this single unified view so we have better conversations, 331 00:21:17,150 --> 00:21:22,600 as Alan was describing, clearer journeys, and good experiences for 332 00:21:22,600 --> 00:21:25,970 the customer in context. So we're engaging at the right 333 00:21:25,970 --> 00:21:29,930 moments with the right information to make the employees smarter, 334 00:21:30,090 --> 00:21:34,060 the customers happier, and the outcomes better so that those 335 00:21:34,060 --> 00:21:39,520 customers are satisfied. So Alan was describing the trends that 336 00:21:39,800 --> 00:21:42,650 he's seen in the COVID world. Let's hear a little 337 00:21:42,650 --> 00:21:46,500 bit from Sridhar about the trends that Adobe is seeing. 338 00:21:49,980 --> 00:21:54,380 Sridhar? Thank you, Dan. And like Alan was pointing out, 339 00:21:54,530 --> 00:21:58,620 in this COVID and post- COVID era, with cashless payments 340 00:21:58,670 --> 00:22:05,430 or contactless experiences, one of the key motivators for customers and businesses, 341 00:22:06,370 --> 00:22:09,470 we find ourselves to be in a very fortunate position 342 00:22:09,510 --> 00:22:11,990 to be the nexus of many of these micro trends. 343 00:22:12,300 --> 00:22:14,010 I'm not going to go through all of them but I'll 344 00:22:14,010 --> 00:22:16,430 just pick a few of them which actually might resonate 345 00:22:16,430 --> 00:22:19,210 with you. The first one is, this is actually the 346 00:22:19,210 --> 00:22:22,740 golden age of design and creativity. So design is actually 347 00:22:22,820 --> 00:22:26,690 competitive advantage for businesses, large and small. How they present 348 00:22:26,690 --> 00:22:29,720 themselves, how they make things easier for customers to interact 349 00:22:29,720 --> 00:22:32,880 with, as well as how they use technology as a 350 00:22:32,880 --> 00:22:37,710 canvas for exploring new areas, whether it is voice, or 351 00:22:37,710 --> 00:22:41,870 VR, AR, or artificial intelligence, things like that. The second 352 00:22:41,870 --> 00:22:46,770 one is, technology is actually reshaping productivity. So documents continue 353 00:22:47,030 --> 00:22:49,750 to still be the core of how people work, so if we look 354 00:22:49,750 --> 00:22:53,510 at realtors, if we look at any major business, they are moving 355 00:22:54,490 --> 00:22:58,250 non- paper artifact whether it is using Adobe Sign or 356 00:22:58,250 --> 00:23:03,110 any other mechanism of creating via the web or email 357 00:23:03,210 --> 00:23:04,960 without having to actually having to pick up a paper and 358 00:23:04,960 --> 00:23:08,260 sign the paper. The third one is around how experiences 359 00:23:08,260 --> 00:23:12,270 matter more now than ever. The first one is customers will 360 00:23:12,270 --> 00:23:15,990 need to know and anticipate what their customers will want 361 00:23:15,990 --> 00:23:19,320 from them, and why they are contacting them in the first place. 362 00:23:19,660 --> 00:23:22,980 And second one is the data itself. The more data 363 00:23:23,060 --> 00:23:26,150 which they collect today becomes a mandate of how they're 364 00:23:26,150 --> 00:23:28,590 going to protect the data, as well as being transparent 365 00:23:28,710 --> 00:23:31,460 about how they are going to use this data. And 366 00:23:31,460 --> 00:23:39,310 all these trends are all by artificial intelligence and machine 367 00:23:39,310 --> 00:23:45,750 learning. They accelerate these trends. Speaking about Adobe, what Adobe 368 00:23:45,750 --> 00:23:50,730 does, Adobe was founded in 1982 and since then, from 369 00:23:50,730 --> 00:23:54,640 the beginning, setting the standard for digital experiences has been 370 00:23:54,640 --> 00:23:58,000 one of the prime goals or motivation factors for us. At Adobe, 371 00:23:59,240 --> 00:24:03,010 our mission is to change the world through digital experiences. So, 372 00:24:03,010 --> 00:24:05,290 from the moment you wake up in the morning until 373 00:24:05,290 --> 00:24:07,430 you go to bed at night are the media you 374 00:24:07,430 --> 00:24:11,070 consume, the content that you see on your mobile phone, 375 00:24:11,070 --> 00:24:14,730 or the websites you browse through, or the apps that you use, at some 376 00:24:14,730 --> 00:24:17,360 point they all actually have some sort of connectivity or 377 00:24:17,810 --> 00:24:21,520 touched by Adobe technology, whether it is the creations that you 378 00:24:21,520 --> 00:24:25,570 see done via Photoshop or Illustrator, or whether it is 379 00:24:25,570 --> 00:24:28,640 the pages that are delivered via the Experience Manager or 380 00:24:28,640 --> 00:24:32,360 the personal Adobe Target, there is always some sort of 381 00:24:32,470 --> 00:24:35,000 Adobe's presence in the gadgets that you use, as well 382 00:24:35,000 --> 00:24:40,870 as the content that we consume today. At its essence, Adobe 383 00:24:40,870 --> 00:24:45,050 gives everyone, from emerging artists to global grants, everything they 384 00:24:45,050 --> 00:24:50,080 need to design and deliver exceptional digital experiences. I would 385 00:24:50,080 --> 00:24:57,310 like to walk through how we see current technology landscape 386 00:24:57,430 --> 00:25:04,130 in this specific era. So, coming to strategy, right? So, 387 00:25:04,130 --> 00:25:07,820 originally Adobe was known as a company that deals with 388 00:25:07,910 --> 00:25:12,100 creating creative tools that will help creators, designers, whether it 389 00:25:12,100 --> 00:25:16,250 is creating a nice image in Photoshop or to create 390 00:25:16,250 --> 00:25:21,540 banners or content within Acrobat, or InDesign, or Dreamweaver. Over the 391 00:25:21,540 --> 00:25:25,520 last decade or so, we have been slowly merging both the creative 392 00:25:25,520 --> 00:25:28,490 business as well as the marketing business, so all the 393 00:25:28,490 --> 00:25:32,770 creative artifacts that are developed by these creator people will 394 00:25:32,770 --> 00:25:35,070 need to get into the consumer's hands. Whether it is 395 00:25:35,070 --> 00:25:37,890 via web or whether it is via print media. So 396 00:25:37,890 --> 00:25:41,820 we do all that, so within the marketing business, we 397 00:25:41,820 --> 00:25:45,730 have our Experience Manager for edge delivery, we have analytics 398 00:25:45,730 --> 00:25:49,460 to get insights of what is currently being viewed, what 399 00:25:49,460 --> 00:25:52,370 customers like, what they don't like, where they currently need. 400 00:25:53,020 --> 00:25:57,230 And then we also provide targeting campaigns and other via 401 00:25:57,230 --> 00:26:00,210 marketing cloud products. And then, like I said earlier, the 402 00:26:00,210 --> 00:26:03,660 move from paper to print, or paper to digital, that 403 00:26:03,660 --> 00:26:06,110 transformation has also been happening for quite some time now. 404 00:26:06,850 --> 00:26:09,880 We have Adobe Sign as well as we also have Acrobat, 405 00:26:10,770 --> 00:26:16,520 which in that aspect. Great, so we've heard a bit 406 00:26:16,520 --> 00:26:20,690 about Adobe strategy. Oops, let me back up here. Adobe 407 00:26:20,690 --> 00:26:25,550 strategy, and I'll highlight how Adobe strategy and the Genesys 408 00:26:25,550 --> 00:26:29,430 strategy are very complementary. We've been around a long time 409 00:26:29,430 --> 00:26:32,750 as well, 30 years, and we have many of the 410 00:26:32,750 --> 00:26:36,990 same customers. We are listing some very recognizable brands here 411 00:26:36,990 --> 00:26:39,980 and large companies, but I want to emphasize that we 412 00:26:39,980 --> 00:26:46,310 also have customers in the small, medium, large business category, 413 00:26:46,310 --> 00:26:51,790 not just enterprise customers. And many of these customers are 414 00:26:51,810 --> 00:26:55,340 very large, and they have many, many agents interacting with, 415 00:26:55,340 --> 00:26:59,850 and customers, which results in a great deal of data 416 00:27:00,010 --> 00:27:04,570 that is derived from the massive amount of interactions that 417 00:27:04,570 --> 00:27:09,020 are occurring on a daily basis. So, we are utilizing 418 00:27:09,080 --> 00:27:16,890 that data to become smarter and to optimize the customer 419 00:27:16,890 --> 00:27:25,610 experience. And leveraging the customer service tech stack, the agents, 420 00:27:25,830 --> 00:27:28,620 and users of the platform on the left side of 421 00:27:28,620 --> 00:27:33,360 the wall. And we're also leveraging now with the partnership 422 00:27:33,360 --> 00:27:39,270 by breaking down that wall to leverage the data and 423 00:27:39,270 --> 00:27:43,730 the insights that exist from the Adobe platform. So we'll 424 00:27:43,730 --> 00:27:48,320 know things like which campaigns appealed to a customer who 425 00:27:48,320 --> 00:27:52,150 might be calling in for support. And we can leverage 426 00:27:52,150 --> 00:27:57,560 that to eliminate a disjointed customer experience. Many times we 427 00:27:57,560 --> 00:28:05,510 think of receiving emails and information from businesses via one 428 00:28:06,270 --> 00:28:12,700 channel and one experience, but as a consumer, we shop, 429 00:28:12,840 --> 00:28:16,580 we buy, and we get customer care and we do 430 00:28:16,580 --> 00:28:20,190 that with the business. And we want to make sure 431 00:28:20,190 --> 00:28:27,560 that, as consumers, we have this very tightly integrated experience. 432 00:28:27,780 --> 00:28:32,080 And, as you highlighted in the survey question, one of 433 00:28:32,080 --> 00:28:36,530 your challenges to eliminate these disjointed experiences. And you also 434 00:28:36,530 --> 00:28:40,040 want to deliver what the customer needs. Products that they 435 00:28:40,040 --> 00:28:44,710 need, services that they need, to increase the value that 436 00:28:44,710 --> 00:28:49,660 you're receiving and delivering to those customers. And again, leveraging 437 00:28:49,660 --> 00:28:53,140 the data and the technology on both sides of that 438 00:28:53,140 --> 00:28:57,910 wall, we can fulfill the brand promise that's often made 439 00:28:57,910 --> 00:29:00,690 by the marketing side of the house but the customer 440 00:29:00,690 --> 00:29:03,770 care and the people that are engaging in real- time 441 00:29:04,280 --> 00:29:06,790 are often the people who have to deliver on that 442 00:29:07,170 --> 00:29:10,070 brand promise, to show the customer that we know them, 443 00:29:10,310 --> 00:29:13,650 to demonstrate that we value the information that they've shared. 444 00:29:13,880 --> 00:29:18,370 And we've been paying attention to these interactions so that 445 00:29:18,370 --> 00:29:22,240 we can know the best ways, the best moments, to 446 00:29:22,240 --> 00:29:25,920 engage. And this is really the essence of what we 447 00:29:25,920 --> 00:29:30,720 call experience as a service. There are many companies that 448 00:29:30,720 --> 00:29:34,560 we interact with, we categorize them here as the companies 449 00:29:34,560 --> 00:29:38,660 you swear at, right? Where you've been invited to their 450 00:29:38,660 --> 00:29:41,940 business and you call them and the first thing they 451 00:29:41,940 --> 00:29:44,240 do is ask you questions as if they don't know 452 00:29:44,240 --> 00:29:48,910 who you are. Who are you, and why are you calling? It's like inviting 453 00:29:48,910 --> 00:29:51,820 somebody over to your house for dinner, and you open 454 00:29:51,820 --> 00:29:54,760 the door and you say, " Who are you and why 455 00:29:54,760 --> 00:29:59,740 are you here?" So, being able to understand the invitations, 456 00:29:59,740 --> 00:30:02,870 the marketing campaigns, that are driving people to your business, 457 00:30:03,130 --> 00:30:06,110 either to your website or to your call center over 458 00:30:06,110 --> 00:30:10,020 the phone, we want to make sure that we are 459 00:30:10,320 --> 00:30:13,620 aware of the entire customer life cycle so that we 460 00:30:13,620 --> 00:30:18,810 can deliver these empathetic experiences, what we call experiences as 461 00:30:18,810 --> 00:30:25,610 a service. The essence of empathy is paying attention. Observing, 462 00:30:25,710 --> 00:30:31,730 listening and understanding, and then remembering in context. When somebody 463 00:30:31,840 --> 00:30:36,330 is engaging with your business, they don't necessarily follow a 464 00:30:36,380 --> 00:30:42,860 linear path from shopping, buying, et cetera. There is a 465 00:30:42,860 --> 00:30:46,770 lot of contextual changes. You may make a purchase and 466 00:30:46,770 --> 00:30:50,830 then you may have a support question. Or you may 467 00:30:50,830 --> 00:30:54,830 want to return a product. So being aware of what 468 00:30:54,830 --> 00:30:58,580 has happened across the entire customer life cycle is going 469 00:30:58,580 --> 00:31:02,780 to help you respond efficiently and in a way that 470 00:31:02,780 --> 00:31:06,500 shows the customer that you really value the information that 471 00:31:06,550 --> 00:31:10,160 they have shared with you. So Sridhar, maybe you could 472 00:31:10,160 --> 00:31:12,990 talk a little bit about the underlying technology and how 473 00:31:12,990 --> 00:31:18,260 we deliver this together. Sure, thank you. So, for the 474 00:31:18,260 --> 00:31:21,850 experience as a business, what we currently want to push here 475 00:31:22,110 --> 00:31:25,250 with this particular Genesys partnership is our Adobe Experience Cloud 476 00:31:25,250 --> 00:31:28,760 Solution that we are working to pair with Genesys. Adobe Experience 477 00:31:28,760 --> 00:31:33,570 Cloud is the industry's most comprehensive solution for marketing, advertising, 478 00:31:33,630 --> 00:31:38,290 analytics and commerce, serving both B to C or B 479 00:31:38,290 --> 00:31:43,070 to B customers. Experience Cloud allows you to deliver exceptional experiences 480 00:31:43,070 --> 00:31:47,660 from creation all the way through to monetization, acquisition, retention, 481 00:31:47,660 --> 00:31:52,330 and even renewal of existing services that the brands might 482 00:31:52,330 --> 00:31:55,130 want to give to their customers. And at the core 483 00:31:55,340 --> 00:31:58,430 of the Experience Cloud, we have the Experience platform, which 484 00:31:58,830 --> 00:32:03,530 is our new strategic initiative for integrating with the different 485 00:32:03,580 --> 00:32:08,270 clouds versus different services, wherein we are able to pull in 486 00:32:08,270 --> 00:32:11,690 data from different parties, whether it is a customer's online 487 00:32:11,690 --> 00:32:16,710 behavior via Adobe Analytics, or information that we collect via 488 00:32:16,710 --> 00:32:21,650 different DSPs or data providers and as well as campaigns 489 00:32:21,650 --> 00:32:25,160 that sends out emails to customers, and how a customer 490 00:32:25,170 --> 00:32:29,480 reacts to a particular targeted or personalized messages. All this 491 00:32:29,480 --> 00:32:32,380 data is now in the platform, and we use machine 492 00:32:32,380 --> 00:32:37,370 learning and artificial intelligence to uncover new insights and information 493 00:32:37,370 --> 00:32:43,590 that was not previously available. At the center of this 494 00:32:43,590 --> 00:32:48,210 platform, we have something called the real-time customer profile. So, 495 00:32:48,230 --> 00:32:51,330 when I go to a particular retail store, the store 496 00:32:51,330 --> 00:32:54,820 would know me as in and buying a particular device, 497 00:32:55,100 --> 00:32:59,950 or buying a particular product. As well as when I 498 00:32:59,950 --> 00:33:04,410 go online and search for similar for what I just 499 00:33:04,410 --> 00:33:07,670 bought, or even look up support information or any sort 500 00:33:07,670 --> 00:33:10,060 of issues that I want to get resolved, I'll be 501 00:33:10,060 --> 00:33:11,950 using my email address to sign in, or I may 502 00:33:11,950 --> 00:33:14,710 be using my Facebook or my social media handles to 503 00:33:14,710 --> 00:33:18,270 connect. And this profile information is very disparate, right? So 504 00:33:18,270 --> 00:33:21,210 the way I interact with the particular brand could happen 505 00:33:21,210 --> 00:33:24,130 differently. And again, this could be happening from a mobile 506 00:33:24,130 --> 00:33:27,120 device, or from a laptop, or even in- person or 507 00:33:27,120 --> 00:33:31,730 offline, which is happening. And when we put all these 508 00:33:31,730 --> 00:33:36,010 data into one particular environment, it becomes very hard for 509 00:33:36,560 --> 00:33:38,900 analysts as well as marketers to figure out what is 510 00:33:38,900 --> 00:33:42,260 exactly happening. Why is a particular sale happening in the 511 00:33:42,260 --> 00:33:45,420 way it is happening? Or why exactly a consumer is 512 00:33:45,420 --> 00:33:47,980 not too happy with the brand? So what we are 513 00:33:47,980 --> 00:33:49,760 doing here is we are bringing in all the data 514 00:33:49,760 --> 00:33:54,330 into the platform, along with things like the customer's interaction 515 00:33:54,350 --> 00:33:58,480 at the store level, the service that is complete online, as 516 00:33:58,480 --> 00:34:00,650 well as the point of sale, as well as a 517 00:34:00,650 --> 00:34:04,280 Genesys- provided customer experience data. That could be call center 518 00:34:04,280 --> 00:34:07,660 data, could be anything that Genesys gives to the platform. And 519 00:34:07,660 --> 00:34:10,880 all this data is stitched together, and it is available at 520 00:34:10,880 --> 00:34:14,730 the edge, meaning it is available for marketers, it's available 521 00:34:14,730 --> 00:34:17,940 for call center agents, could be available for service people, 522 00:34:18,280 --> 00:34:21,130 at the edge instantaneously. Again, we are talking about less 523 00:34:21,130 --> 00:34:25,400 than a few milliseconds here. And this enables them to 524 00:34:25,400 --> 00:34:28,590 quickly interact with the person with the latest knowledge about 525 00:34:28,650 --> 00:34:31,180 what they have gone through, or what is the right 526 00:34:31,180 --> 00:34:35,560 level of interaction that they would want to come back. Empathy as 527 00:34:35,560 --> 00:34:44,830 a service. Let's take a look at how this interaction 528 00:34:44,920 --> 00:34:50,630 would work. What would the experience feel like? So, we're showing 529 00:34:50,630 --> 00:34:56,710 here a customer arriving on a website or calling into 530 00:34:56,710 --> 00:35:02,480 the contact center. And when they do that, the integrations 531 00:35:02,480 --> 00:35:06,650 we have between our platform, the Genesys platform, and the Adobe platform, 532 00:35:07,020 --> 00:35:11,140 we're able to pull data out of the Experience Cloud 533 00:35:11,140 --> 00:35:17,650 platform, or the Adobe Experience platform, or Adobe Analytics, grab 534 00:35:17,650 --> 00:35:21,850 that information into the agent desktop in a consumable way 535 00:35:22,420 --> 00:35:26,460 to make the agent more knowledgeable about what brought the 536 00:35:26,460 --> 00:35:28,990 customer here, why are they calling us today? Why are 537 00:35:28,990 --> 00:35:33,270 they engaging? What were they doing before, during and after 538 00:35:33,270 --> 00:35:37,330 the interaction? And we can even pull product recommendations out 539 00:35:37,330 --> 00:35:41,740 so we have more relevant, contextual suggestions for the customer 540 00:35:42,000 --> 00:35:45,660 about products or services they may want to buy. And 541 00:35:45,660 --> 00:35:51,040 we can push and pull data during that interaction, and 542 00:35:51,040 --> 00:35:54,130 at the end of that interaction, to enrich the customer 543 00:35:54,130 --> 00:35:59,810 profile, to inform subsequent marketing campaigns about what the customer 544 00:35:59,810 --> 00:36:03,580 shared in that live conversation with an agent or support 545 00:36:03,580 --> 00:36:08,540 person so that at what stage that customer is in 546 00:36:08,540 --> 00:36:12,260 their buying decision. And that will inform what information to 547 00:36:12,260 --> 00:36:15,910 deliver to them to move them more efficiently, and in 548 00:36:16,040 --> 00:36:19,550 a better way, through the sales cycle, through the funnel. 549 00:36:20,240 --> 00:36:23,800 And we can also use these insights to trigger engagement 550 00:36:24,040 --> 00:36:28,040 more intelligently so you're engaging at the right moments with 551 00:36:28,040 --> 00:36:32,420 the right information to drive the best outcome. So this 552 00:36:32,940 --> 00:36:37,590 real- time exchange of data really helps to optimize the 553 00:36:37,590 --> 00:36:45,310 experience and give you this integrated picture of who that 554 00:36:45,310 --> 00:36:50,210 customer is. So, we're showing examples of customer experience data 555 00:36:50,210 --> 00:36:54,380 from the contact center, customer experience data from the various 556 00:36:55,140 --> 00:36:58,880 Adobe products that have been consolidated into the Adobe Experience 557 00:36:58,880 --> 00:37:04,560 platform to simplify and streamline the access to that data 558 00:37:04,830 --> 00:37:09,820 so that we can update the information in the moment 559 00:37:10,040 --> 00:37:15,980 and then use that during the conversation to impressionalize and 560 00:37:15,980 --> 00:37:20,120 optimize the experience for the customer. So, let me show 561 00:37:20,120 --> 00:37:27,020 you how this works by sharing my desktop. And I'm 562 00:37:27,170 --> 00:37:32,680 going to show you the solution, and I'm going to 563 00:37:32,800 --> 00:37:38,860 describe what the experience would look like with a customer 564 00:37:38,860 --> 00:37:43,980 either arriving on a website or dialing into the contact 565 00:37:43,980 --> 00:37:47,670 center. So, on the left we have a website, and 566 00:37:47,670 --> 00:37:50,530 the customer may have arrived on this website from a 567 00:37:50,530 --> 00:37:53,880 marketing campaign, or they may have just picked up the 568 00:37:53,880 --> 00:37:57,050 phone and called into the contact center. So on the 569 00:37:57,050 --> 00:38:00,150 right here, we're taking a peek under the hood of 570 00:38:00,150 --> 00:38:06,300 the Genesys platform and we're observing unknown visitors or callers, 571 00:38:06,520 --> 00:38:12,140 known visitors based upon their cookie, email, login, or recognized 572 00:38:12,140 --> 00:38:15,920 phone number. And we're connecting in the back end with 573 00:38:15,920 --> 00:38:19,300 the Adobe Experience platform and other Adobe products. So we've 574 00:38:19,300 --> 00:38:23,450 got the Genesys platform, the Adobe platform, and we're connecting 575 00:38:23,450 --> 00:38:27,160 these dots. And here we're going to view what the 576 00:38:27,160 --> 00:38:31,910 platform can see about this one unknown visitor. So, first 577 00:38:31,910 --> 00:38:34,820 I'm showing you the platform view. This is not the 578 00:38:34,820 --> 00:38:39,270 agent view. This is what the platform can see. And as this 579 00:38:39,270 --> 00:38:41,970 visitor on the left, who may have arrived from a 580 00:38:41,970 --> 00:38:46,120 marketing campaign, begins to navigate around on the site, you'll 581 00:38:46,120 --> 00:38:50,850 see that we're observing, analyzing their behavior in real- time. 582 00:38:51,140 --> 00:38:53,960 We don't know who this visitor is, they're unknown, but we 583 00:38:53,960 --> 00:38:58,420 have some demographic and technographic information that may inform us 584 00:38:58,630 --> 00:39:01,520 a bit more about how, when, and with whom to 585 00:39:01,520 --> 00:39:05,240 engage. And then we can see here, previous visits that 586 00:39:05,240 --> 00:39:07,500 may have occurred, even though this person is unknown. They 587 00:39:07,500 --> 00:39:12,230 may have, without sharing their identity, visited our site over 588 00:39:12,380 --> 00:39:16,940 the past several months. And if the customer, visitor, starts 589 00:39:16,940 --> 00:39:20,240 to do things like add items to their shopping cart, 590 00:39:21,460 --> 00:39:24,780 or they could be filling out an application, we're able 591 00:39:24,780 --> 00:39:28,620 to see that they've added items to their cart, what 592 00:39:28,620 --> 00:39:32,620 item, the dollar amount, the product category. We can track 593 00:39:32,750 --> 00:39:36,420 whether the cart value is increasing or decreasing, and we're 594 00:39:36,420 --> 00:39:41,570 making predictions about whether they're likely to make a purchase 595 00:39:41,820 --> 00:39:45,340 or fill out a lead form. These outcomes make sense 596 00:39:45,340 --> 00:39:49,560 for the G- Sol business. You would configure different outcomes. 597 00:39:49,740 --> 00:39:52,150 And once those outcomes are configured, we start to look 598 00:39:52,150 --> 00:39:55,540 at the attributes and behaviors of all those who achieve 599 00:39:55,920 --> 00:39:59,240 that outcome, and that's how we're making these predictions. So 600 00:39:59,240 --> 00:40:01,520 if this person decides they would like to log in 601 00:40:02,080 --> 00:40:05,980 and share a bit more information about themselves, maybe they've 602 00:40:05,980 --> 00:40:09,340 got stored payment information here and they'd like to log 603 00:40:09,340 --> 00:40:11,990 in so they can use that before proceeding to check 604 00:40:11,990 --> 00:40:15,900 out. Now you'll see a few things changing here. Now 605 00:40:15,900 --> 00:40:19,330 that we know who this person is, we can start 606 00:40:19,330 --> 00:40:24,330 to decide which communication options to present to the customer. 607 00:40:25,240 --> 00:40:29,950 So we've presented here a live assistance widget that shows 608 00:40:29,950 --> 00:40:33,240 me, on the left, that I can call or initiate 609 00:40:33,240 --> 00:40:38,240 a web chat. We've got some customer- initiated options. But 610 00:40:38,240 --> 00:40:41,870 if the customer proceeds here in their journey to begin 611 00:40:41,870 --> 00:40:46,310 to check out, they are wondering about this discount code. 612 00:40:46,750 --> 00:40:50,250 Maybe they search for the discount code, and they don't 613 00:40:50,250 --> 00:40:54,220 find what they're searching for. What is going to happen 614 00:40:54,220 --> 00:40:59,280 is we will proactively offer that visitor a very personalized 615 00:40:59,280 --> 00:41:04,510 tailored interaction. A chat interaction will appear that asks them, " 616 00:41:04,570 --> 00:41:08,370 Would you like a chat? You have a discount that 617 00:41:08,370 --> 00:41:11,730 applies." So again, we're leveraging the insights here, and we're 618 00:41:11,730 --> 00:41:14,120 not asking, " Hey, who are you? How can we help 619 00:41:14,120 --> 00:41:17,130 you?" We're suggesting that you may need help with your 620 00:41:17,130 --> 00:41:21,320 purchase. And when the customer accepts that interaction and starts 621 00:41:21,320 --> 00:41:25,820 to chat, we're first engaging with a chat bot. So 622 00:41:25,820 --> 00:41:29,900 the customer may ask questions about, " When can you ship?" 623 00:41:31,910 --> 00:41:35,630 And the chat bot may be able to answer this question. And 624 00:41:35,630 --> 00:41:38,370 he does. And then now, " Great, now I would like 625 00:41:38,370 --> 00:41:40,410 to talk to an agent, please, because I'd like to 626 00:41:40,410 --> 00:41:47,250 make a purchase." So when the visitor requests and agent, 627 00:41:47,490 --> 00:41:51,610 you'll see here an inbound alert notifying me that I 628 00:41:51,610 --> 00:41:56,220 have a incoming chat. So the first thing we'll see 629 00:41:56,220 --> 00:41:59,700 is, as an agent... Now before, I want to remind 630 00:41:59,700 --> 00:42:03,290 you we were just observing, analyzing, predicting all of the 631 00:42:03,290 --> 00:42:07,310 visitors and callers, whether they needed help based upon their 632 00:42:07,310 --> 00:42:10,090 behaviors and the data that we have from the Adobe 633 00:42:10,090 --> 00:42:13,750 platform combined with what we were seeing in the Genesys 634 00:42:13,750 --> 00:42:17,670 platform and what was happening on the website. But now, 635 00:42:17,670 --> 00:42:20,190 we're in an interaction and the agent, at a glance, 636 00:42:20,190 --> 00:42:24,520 can see what the bot conversation was before they were 637 00:42:24,520 --> 00:42:28,010 connected to the agent. We can see what outcomes the 638 00:42:28,010 --> 00:42:31,550 customer was likely to achieve or unlikely to achieve, what 639 00:42:31,550 --> 00:42:36,270 segments they may have matched. And we can even see 640 00:42:36,290 --> 00:42:39,670 this live behavior on the website. We can scroll down 641 00:42:39,670 --> 00:42:45,180 here and see what happened, say, six days ago. They 642 00:42:45,180 --> 00:42:47,730 placed a call. Who did they talk to? What was 643 00:42:47,730 --> 00:42:51,560 their outcome disposition? Maybe they placed an order and a 644 00:42:51,560 --> 00:42:54,950 product was shipped. So we have the ability to look 645 00:42:54,950 --> 00:42:59,970 more deeply into the customer experience across days, weeks, different 646 00:42:59,970 --> 00:43:04,550 channels, and we can observe here, in the moment, what 647 00:43:04,550 --> 00:43:08,050 the customer was searching for, what they may have in 648 00:43:08,050 --> 00:43:12,030 their shopping cart, what segments they may have matched. So 649 00:43:12,030 --> 00:43:15,890 now, I'm much more effective as an agent, much smarter, 650 00:43:15,890 --> 00:43:20,050 I can ideally be on the phone or in the 651 00:43:20,050 --> 00:43:22,120 chat in a shorter period of time. I can jump 652 00:43:22,120 --> 00:43:28,190 right to the canned responses that may be relevant to 653 00:43:28,190 --> 00:43:31,180 the customer. Probably searching for a discount code. I've got 654 00:43:31,180 --> 00:43:34,360 a discount code right here. I can pop that into 655 00:43:34,360 --> 00:43:37,410 the chat and share that with the customer. Guiding the 656 00:43:37,410 --> 00:43:40,750 customer back to their shopping cart so they can proceed 657 00:43:40,750 --> 00:43:45,580 to check out, enter that information, and achieve this outcome. 658 00:43:47,030 --> 00:43:50,140 And all this information is being updated as you see 659 00:43:50,140 --> 00:43:54,270 it in real- time and can be propagated into the 660 00:43:54,430 --> 00:43:59,700 various Adobe products, including the Adobe Experience platform so that 661 00:43:59,700 --> 00:44:04,450 we now know if a customer purchased during a chat, 662 00:44:04,640 --> 00:44:08,680 purchased over the phone, we can share that information and 663 00:44:08,680 --> 00:44:12,080 connect those dots so we have the real- time engagement 664 00:44:12,670 --> 00:44:17,000 interactions and we know how many chats or calls it 665 00:44:17,000 --> 00:44:20,870 took to help a customer achieve an outcome. That may 666 00:44:20,870 --> 00:44:26,100 inform future marketing campaigns so that we can tailor them, 667 00:44:26,320 --> 00:44:31,100 tailor the content that is guiding the customer to the 668 00:44:31,100 --> 00:44:34,620 right place so they are not calling when they can 669 00:44:34,620 --> 00:44:38,100 self- serve. They're not asking questions about information that may 670 00:44:38,100 --> 00:44:42,150 be available at their fingertips on the website. So it's 671 00:44:42,150 --> 00:44:46,850 a much more efficient way to engage, and it shows 672 00:44:46,850 --> 00:44:50,870 the customer that them, right? So we're able to take 673 00:44:50,870 --> 00:44:54,970 advantage of the data and information that's here, pulling together 674 00:44:55,210 --> 00:45:00,470 information from the Adobe platform in real- time to make 675 00:45:00,480 --> 00:45:04,990 the agents or reps smarter, the customers happier, and guide 676 00:45:04,990 --> 00:45:10,990 the customer to a better outcome. So, let's go back 677 00:45:11,070 --> 00:45:21,910 to our slides and let's review here what we've shown 678 00:45:21,910 --> 00:45:28,540 you. So, we've tied together the customer experience from marketing, 679 00:45:28,650 --> 00:45:31,960 sales and care. We leveraged all of the information that 680 00:45:31,960 --> 00:45:35,800 was there, we're much more knowledgeable about what campaigns may 681 00:45:35,800 --> 00:45:38,880 have brought the customer to the site, what things they 682 00:45:38,880 --> 00:45:42,180 were interested in, not interested in. So we could be 683 00:45:42,180 --> 00:45:45,020 much more effective at upselling and cross- selling at the 684 00:45:45,020 --> 00:45:49,240 end of that support call. We've all had these experiences 685 00:45:49,240 --> 00:45:52,740 where we call our cable or internet provider about a 686 00:45:52,740 --> 00:45:56,020 support issue, and at the end of the call they try 687 00:45:56,020 --> 00:45:59,100 to sell you something. The try to sell you the sports 688 00:45:59,100 --> 00:46:03,300 channel, or the movie channel, and you say to yourself, " 689 00:46:03,910 --> 00:46:06,930 No, I'm not interested in that. Why are you asking 690 00:46:06,930 --> 00:46:10,430 me this? You should know. Aren't you listening to me?" 691 00:46:10,830 --> 00:46:15,650 So, in this use of our integrated solutions, we're able 692 00:46:15,650 --> 00:46:18,580 to show that we are listening to the customer and 693 00:46:18,580 --> 00:46:22,100 we know what are their interests, and we can suggest 694 00:46:22,270 --> 00:46:25,830 products that they're more likely to buy, services that they're 695 00:46:25,830 --> 00:46:29,110 more likely to buy. And we can again propagate that 696 00:46:29,110 --> 00:46:34,240 information into the marketing platform for subsequent campaigns that are 697 00:46:34,240 --> 00:46:37,840 much more tailored to the interests of the customer. And it 698 00:46:37,900 --> 00:46:42,070 helps us fulfill that brand promise in showing the customers 699 00:46:42,070 --> 00:46:47,320 we value them, and we're delivering on our commitment to 700 00:46:48,410 --> 00:46:53,420 certain service levels. And we're using this information to predict 701 00:46:53,570 --> 00:46:56,880 how, when, and with whom to engage in all of 702 00:46:56,880 --> 00:47:01,330 the various channels the customer would like to use. So, 703 00:47:01,330 --> 00:47:04,330 in the digital world, if everything is just digital, things 704 00:47:04,330 --> 00:47:06,620 are easy. In the voice world, if everything is just 705 00:47:06,620 --> 00:47:10,350 voice, things are easy. But when you start communicating across 706 00:47:10,430 --> 00:47:15,010 channels, you need to blend that information in intelligent ways, 707 00:47:15,380 --> 00:47:20,270 utilize AI, and partner with vendors such as Adobe in 708 00:47:20,270 --> 00:47:26,470 strategic ways to really deliver this empathy as a service 709 00:47:26,470 --> 00:47:34,440 experience as service. So Josh, we have some time for 710 00:47:34,670 --> 00:47:38,310 Q& A, and Josh is going to moderate that. But 711 00:47:38,320 --> 00:47:40,520 we have some information here that you can take a 712 00:47:40,520 --> 00:47:45,560 look at as well. Thanks Dan. So we do have 713 00:47:45,560 --> 00:47:47,460 a few questions that have come in already. So, as 714 00:47:47,460 --> 00:47:50,570 a reminder to everybody in attendance today, to participate in 715 00:47:50,680 --> 00:47:52,640 our Q& A today just do me a favor and 716 00:47:52,640 --> 00:47:54,830 submit those questions in the Q& A window below the 717 00:47:54,830 --> 00:47:57,180 slides and we'll get through as many as we can 718 00:47:57,180 --> 00:48:01,080 with what little time we have remaining today. So first 719 00:48:01,080 --> 00:48:05,280 off, I'm going to ask this question. We'll start with 720 00:48:05,280 --> 00:48:10,190 you, Sridhar. So the question is, " How do you see 721 00:48:10,190 --> 00:48:14,300 this solution evolving next?" What is the road map, I 722 00:48:14,300 --> 00:48:18,710 suppose. Good. So the first thing we have done so 723 00:48:18,710 --> 00:48:21,950 far is to get the data from Genesys into the platform, 724 00:48:22,000 --> 00:48:25,930 and then expose the information that an agent would need 725 00:48:25,930 --> 00:48:31,080 on agent desktop via lookup services and lookup calls. Next 726 00:48:31,080 --> 00:48:33,660 in our line of work is to get this data 727 00:48:33,660 --> 00:48:36,680 and then provide some sort of analytical view back to 728 00:48:36,680 --> 00:48:41,300 Genesys. So information like how exactly the consumer, who was 729 00:48:41,300 --> 00:48:46,040 dealing with this call center agent, navigating from a page 730 00:48:46,040 --> 00:48:49,710 or from a site based on interaction. Or things like, 731 00:48:49,710 --> 00:48:59,460 what exactly is the redemption rate, and are there other products 732 00:48:59,460 --> 00:49:02,540 that he could recommend which could actually make sense as 733 00:49:02,830 --> 00:49:05,340 a subsequent discussion. Those will be the next part of 734 00:49:05,580 --> 00:49:11,650 the road map. Thank you very much. This next question 735 00:49:12,020 --> 00:49:15,760 is for you, Alan. The question is, " What can we expect 736 00:49:15,760 --> 00:49:19,870 in the way of change in a CX post- pandemic 737 00:49:19,870 --> 00:49:26,390 world?" I think the biggest thing that we can expect, and that's 738 00:49:26,390 --> 00:49:30,390 a great question, is that this digital transformation, this accelerated 739 00:49:30,390 --> 00:49:33,960 digital transformation that was forced by the pandemic, is going to 740 00:49:33,960 --> 00:49:37,760 increase. It's not going to go away. So when we look 741 00:49:37,760 --> 00:49:41,830 at the digitalization of business processes, brands, the cross- channel 742 00:49:41,830 --> 00:49:45,150 experiences, that's all going to become more critical, and the 743 00:49:45,150 --> 00:49:48,850 ability to move that data across those different channels to 744 00:49:48,850 --> 00:49:51,440 be able to give that integrated experience, which every customer 745 00:49:51,440 --> 00:49:56,830 wants, is going to be the big shift in 2021, 2022. 746 00:49:57,240 --> 00:50:00,170 So that's really what I'm looking forward to, is the 747 00:50:00,170 --> 00:50:07,300 new digital world that we'll see exposed coming out. Thank 748 00:50:07,300 --> 00:50:10,600 you very much. Dan, I'm actually going to direct this 749 00:50:10,970 --> 00:50:15,390 next question to you and Sridhar, actually. So, during your 750 00:50:15,390 --> 00:50:17,960 demo, you were showing all of the interactions that you 751 00:50:17,960 --> 00:50:19,820 were putting in from the web page and then receiving 752 00:50:19,820 --> 00:50:23,730 them on the back end. A attendee wants to know, " Is 753 00:50:23,730 --> 00:50:29,460 this using Adobe Analytics on the web page itself?" Yes. 754 00:50:29,460 --> 00:50:34,640 So, the new partnership that we've been discussing is about 755 00:50:34,640 --> 00:50:39,370 the Adobe Experience platform integration, but we also integrate with 756 00:50:39,670 --> 00:50:44,170 several other Adobe products, including Adobe Analytics. So we can 757 00:50:44,320 --> 00:50:47,640 send information to Adobe Analytics and we will be able 758 00:50:47,640 --> 00:50:50,810 to use the information that is in Adobe Analytics to 759 00:50:51,030 --> 00:50:56,460 further inform us about the identity, the sales stage, of 760 00:50:56,460 --> 00:51:02,840 that customer. We integrate with Adobe Tag Manager, Adobe Launch. 761 00:51:03,010 --> 00:51:09,130 We can also integrate with Adobe Experience Cloud, and we 762 00:51:09,130 --> 00:51:14,440 even have integrations through our, what we call data actions, 763 00:51:15,990 --> 00:51:19,200 with products such as Marketo. So there are a number 764 00:51:19,200 --> 00:51:24,440 of integrations that we have with Adobe products through this platform. 765 00:51:28,780 --> 00:51:32,230 Thank you very much. The next question is, " How do 766 00:51:32,230 --> 00:51:36,320 you carry context from web to voice without forcing customers 767 00:51:36,320 --> 00:51:41,770 to log in on the web?" There are a couple of different options, and we 768 00:51:41,770 --> 00:51:46,750 work together with Adobe to do this. So, we utilize 769 00:51:47,710 --> 00:51:52,160 the cookie, the phone number, and the email to do 770 00:51:52,160 --> 00:51:57,700 what we call identity stitching. Additionally, Adobe has something called 771 00:51:57,970 --> 00:52:02,260 an identity service. So, as you saw when we were 772 00:52:02,260 --> 00:52:06,020 doing the demonstration, we started with an unknown visitor. So 773 00:52:06,020 --> 00:52:10,700 there still are insights you can glean from observing, analyzing 774 00:52:10,790 --> 00:52:14,790 the behavior of people who are unknown. We can see 775 00:52:14,790 --> 00:52:16,320 what part of the world they're from if they're on 776 00:52:16,320 --> 00:52:19,590 the website, we can see what may have brought them 777 00:52:19,590 --> 00:52:24,380 to the digital property, we can observe what they're putting 778 00:52:24,380 --> 00:52:29,440 in their shopping cart or what form fill elements they're 779 00:52:29,480 --> 00:52:34,730 entering into an application online. And then once the customer 780 00:52:34,730 --> 00:52:38,090 starts to share some identity information, we can begin to 781 00:52:38,090 --> 00:52:40,610 connect those dots. We can say, " What do we know 782 00:52:40,610 --> 00:52:44,470 about them," in the marketing automation platform once they've shared 783 00:52:44,470 --> 00:52:49,170 their email, maybe after initiating a chat. We can then 784 00:52:49,250 --> 00:52:52,990 use that to see what other campaigns appeal to them. 785 00:52:53,980 --> 00:52:56,070 And then, if they do share a phone number, when 786 00:52:57,370 --> 00:53:00,810 that call comes in we can, in real- time, find 787 00:53:00,810 --> 00:53:03,060 out if the owner of that phone number is on 788 00:53:03,060 --> 00:53:07,840 our website right now, yesterday, last week, and again pull 789 00:53:07,840 --> 00:53:14,530 it all together. So, it is a solution we call 790 00:53:14,530 --> 00:53:19,450 progressively profiling. So we don't have to have the identity 791 00:53:19,450 --> 00:53:24,860 of all people known. This can evolve as a customer 792 00:53:24,860 --> 00:53:29,280 begins to share information by their behavior and by entering 793 00:53:29,320 --> 00:53:36,430 some information online. Sridhar, anything else to add to that? Yeah, I mean 794 00:53:36,740 --> 00:53:38,650 you got pretty much everything. One thing I want to 795 00:53:38,650 --> 00:53:42,840 add is what we are looking at in terms of reacting 796 00:53:42,890 --> 00:53:47,470 or responding to a particular customer. Predictive engagement, as well 797 00:53:47,470 --> 00:53:51,260 as how we want to include all the marketing that is 798 00:53:51,260 --> 00:53:54,970 being done so far, and how we can actually transition into 799 00:53:55,740 --> 00:53:58,530 an action, whether it is engaging with a call center 800 00:53:58,530 --> 00:54:01,580 agent or engaging with a brand via other means. So 801 00:54:01,580 --> 00:54:03,500 putting them all together, we just want to make sure 802 00:54:03,500 --> 00:54:12,320 we are conveying the right message at the right time. Thanks guys. So 803 00:54:12,320 --> 00:54:15,210 we have time for one more question, so I'm going 804 00:54:15,210 --> 00:54:18,280 to ask the last question and then I'll wrap up 805 00:54:18,300 --> 00:54:20,950 here today. So, the last question is, "Do you foresee any abrasion 806 00:54:20,950 --> 00:54:23,210 with members who do not want to interact with bots 807 00:54:23,550 --> 00:54:27,270 and proceed directly to a live person without giving a 808 00:54:27,270 --> 00:54:34,570 way upfront?" I think we can utilize our platform to, number 809 00:54:34,570 --> 00:54:39,210 one, learn about the attributes and behaviors of all those 810 00:54:39,210 --> 00:54:48,100 people who may dismiss the bot immediately. Maybe, over time, 811 00:54:48,100 --> 00:54:53,350 you might identify people who are from a certain geography 812 00:54:53,390 --> 00:54:59,170 or looking at certain areas of your website, and those 813 00:54:59,170 --> 00:55:03,620 people are much more likely to dismiss the bot and 814 00:55:03,620 --> 00:55:07,310 ask for agent, agent, agent. And then, in the future, you 815 00:55:07,310 --> 00:55:11,370 can start to put them into a segment for different 816 00:55:11,430 --> 00:55:15,020 personalized treatment. So, when we see people who share these 817 00:55:15,020 --> 00:55:19,470 attributes, connect them right to a live agent. And others 818 00:55:19,600 --> 00:55:23,340 may prefer to engage with bots, for example, and in 819 00:55:23,340 --> 00:55:27,170 those cases you may not want to, even though you 820 00:55:27,170 --> 00:55:29,860 would prefer as a business to connect them to a 821 00:55:29,860 --> 00:55:33,240 live agent, maybe you discover that the customer is more 822 00:55:33,240 --> 00:55:37,700 comfortable engaging first with a bot to see if they 823 00:55:37,700 --> 00:55:40,780 can get that information that they need much more quickly. 824 00:55:42,080 --> 00:55:45,880 Any other ideas there, Sridhar or Alan, you'd like to 825 00:55:45,880 --> 00:55:52,830 add to that? I, personally, have seen things whenever I 826 00:55:52,830 --> 00:55:56,920 need to get a, especially when businesses are having different 827 00:55:57,100 --> 00:56:00,420 mandates based on geographical locations, I would personally just would 828 00:56:00,420 --> 00:56:03,370 like to reach out and then get the information as 829 00:56:03,370 --> 00:56:07,790 quick as possible, so bots work in most cases. And 830 00:56:07,790 --> 00:56:12,680 again, what we're trying to do here is utilize the 831 00:56:12,950 --> 00:56:17,590 behaviors and attributes, the data that's available in our combined, 832 00:56:17,590 --> 00:56:23,730 collaborative platforms, to predict how, when, and with whom engage, 833 00:56:24,320 --> 00:56:30,180 so how to engage could be offering a callback, or 834 00:56:31,200 --> 00:56:36,390 a email, or again, suggesting a bot when you think 835 00:56:36,520 --> 00:56:40,000 that's the best approach. So the AI has the ability 836 00:56:40,000 --> 00:56:45,990 to discover and learn those customer preferences over time. Right. 837 00:56:45,990 --> 00:56:47,570 The only thing that I would add to that is 838 00:56:47,570 --> 00:56:52,290 that we call that the contextualization of the experience. And 839 00:56:52,290 --> 00:56:57,120 so, that could be anything from you're calling in from 840 00:56:57,120 --> 00:56:59,710 a mobile number so you don't want to necessarily go 841 00:56:59,710 --> 00:57:02,540 to a bot, to there's a back- end system that 842 00:57:02,540 --> 00:57:05,030 may have data, say it's you're calling in about a 843 00:57:05,030 --> 00:57:07,820 credit card breach and it already knows that your number's 844 00:57:07,820 --> 00:57:11,820 been breached so it immediately sends you to a live 845 00:57:11,820 --> 00:57:14,730 agent. So, there's some really interesting new technologies that are 846 00:57:14,730 --> 00:57:17,360 coming out out there, and the way Adobe and Genesys 847 00:57:17,360 --> 00:57:19,830 are putting this together, I think, is definitely near the 848 00:57:19,830 --> 00:57:26,660 forefront. All right guys, thank you very much. I think 849 00:57:26,660 --> 00:57:29,570 that's a good way to wrap it up. So, first 850 00:57:29,570 --> 00:57:32,250 I want to thank our speakers for answering those awesome questions. 851 00:57:32,720 --> 00:57:34,870 Unfortunately, there were a couple that we did not answer 852 00:57:34,870 --> 00:57:37,160 aloud, but don't fret. We're going to follow up with 853 00:57:37,160 --> 00:57:40,270 you via email within the next few business days. However, 854 00:57:40,270 --> 00:57:42,940 if you're looking for more of a prompt response, do 855 00:57:42,940 --> 00:57:45,860 me a favor and just email us at genesys. 856 00:57:46,170 --> 00:57:48,680 com, no caps or spaces, with the title of today's 857 00:57:48,680 --> 00:57:51,090 webcast in the subject line and we'll be sure to 858 00:57:51,090 --> 00:57:54,870 get back to you as promptly as we can. All 859 00:57:54,880 --> 00:57:56,940 right, so to wrap up, don't forget to take advantage 860 00:57:56,940 --> 00:58:00,290 of the additional resources within the resource list below the 861 00:58:00,290 --> 00:58:02,910 slides today. So, clicking on these will open up in 862 00:58:02,910 --> 00:58:04,790 a new tab, and make sure you do so before 863 00:58:04,790 --> 00:58:07,520 today's session ends. It'll give you additional information on the 864 00:58:07,520 --> 00:58:11,330 partnership between Adobe and Genesys. Also, as a friendly reminder, 865 00:58:11,330 --> 00:58:13,480 if you could please fill out that survey that's going to show up 866 00:58:13,480 --> 00:58:16,690 at the end of today's webcast, we'd greatly appreciate your 867 00:58:16,690 --> 00:58:20,980 feedback. And with that, on behalf of Alan, Sridhar, Dan 868 00:58:20,980 --> 00:58:23,500 and the entire Genesys team, we thank you again for 869 00:58:23,500 --> 00:58:27,170 joining today's webcast, " Connect the Dots with Genesys and Adobe." 870 00:58:27,490 --> 00:58:29,470 Until next time, have a good one everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Webinar Bytes 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjYyNiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxNjYwNyUyNm1vbWVudElkcyUzRDE2NjAyJTI2bW9tZW50SWRzJTNEMTY1OTUlMjZtb21lbnRJZHMlM0QxNjU5MCUyNm1vbWVudElkcyUzRDE2NTkzJTI2bW9tZW50SWRzJTNEMTY1OTElMjZtb21lbnRJZHMlM0QxNjYwNCUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Watch these webinar bytes as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,720 As we moved into 2020, the predictions then were an 2 00:00:05,720 --> 00:00:12,240 increased need for digital engagement and ways that we could 3 00:00:12,240 --> 00:00:17,500 integrate digital engagement with live agents because just more and 4 00:00:17,500 --> 00:00:23,840 more were looking for those digital channels. Virtual bots, virtual 5 00:00:23,840 --> 00:00:28,840 agents, whatever we call them, intelligent virtual assistants, other types 6 00:00:28,840 --> 00:00:33,760 of artificial intelligence and machine learning, we're primarily in the 7 00:00:33,760 --> 00:00:38,270 investigation and early adopter phase. So there's some people trying 8 00:00:38,270 --> 00:00:41,540 it for small use cases, but it's still very early 9 00:00:41,540 --> 00:00:46,650 stages. The move to the cloud was increasingly being considered 10 00:00:46,650 --> 00:00:51,260 to be inevitable, but for a lot of companies it 11 00:00:51,260 --> 00:00:54,840 was still allowing for a one to three- year planning 12 00:00:54,840 --> 00:00:59,890 cycle, there was no immediacy around it. If you think 13 00:00:59,890 --> 00:01:03,420 about it, just a year ago UCaaS as a service and Contact 14 00:01:03,420 --> 00:01:07,670 Center as a service were generally considered to be separate 15 00:01:07,670 --> 00:01:11,850 decisions. Sometimes those were being made together, but more often 16 00:01:11,860 --> 00:01:16,100 than not those were separate decisions. When companies thought about 17 00:01:16,620 --> 00:01:23,790 APIs and platform features for their contact centers, those were 18 00:01:23,790 --> 00:01:29,170 considered possibilities that might become relevant in the future and 19 00:01:29,170 --> 00:01:32,630 were worthy of investigation, but it wasn't a, " Oh my 20 00:01:32,630 --> 00:01:35,090 gosh, what does my vendor have there?" Kind of a 21 00:01:35,090 --> 00:01:42,460 thing yet. As we then flash forward to 2021, and 22 00:01:42,460 --> 00:01:47,700 not to that but to 2021, what happened? What happened 23 00:01:47,700 --> 00:01:52,980 during 2020 is that the things that we were worried 24 00:01:52,980 --> 00:01:56,190 about, the things we were thinking about, didn't change as 25 00:01:56,190 --> 00:02:01,180 much as the immediacy changed. It was the timing, the 26 00:02:01,250 --> 00:02:05,420 urgency, that changed. So the same things are in the 27 00:02:05,420 --> 00:02:09,650 word cloud, but suddenly there's an increased need for digital 28 00:02:09,650 --> 00:02:14,360 engagement methods that are unified with voice agent capabilities, because 29 00:02:14,420 --> 00:02:19,000 of everyone, every business having to move to eCommerce, because 30 00:02:19,000 --> 00:02:24,540 of shelter- in- place orders sent agents home, kept people 31 00:02:24,540 --> 00:02:29,600 home and as we're seeing now in 2021, continues to 32 00:02:29,600 --> 00:02:35,950 cycle as geographic areas, as municipalities and countries come in 33 00:02:35,950 --> 00:02:37,890 and out of lockdown states. Analyst Webinar 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"][webinarschedule]The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Join us on January 19, as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. On the agenda: Identify and prioritize the essential capabilities that drive a modern contact center Explore the forces driving the urgency for cloud Understand why major analysts are now only evaluating cloud contact center solutions Provide guidance on what to look for in a product roadmap Whether you’re actively shopping for a cloud contact center solution -- or simply staying on top of market trends, this session will be a great use of your time.[cutoff co_thick="2px"]1 00:00:08,930 --> 00:00:12,390 Good morning, evening and afternoon, everyone. This is Josh Reed 2 00:00:12,390 --> 00:00:14,760 from the Digital Events team here at Genesys, and let 3 00:00:14,760 --> 00:00:16,820 me start by saying welcome and thank you all for 4 00:00:16,820 --> 00:00:22,300 joining this 2021 Contact Center Buyers Guide Webinar. As I 5 00:00:22,300 --> 00:00:24,330 usually do, I want to take a few minutes here 6 00:00:24,330 --> 00:00:26,870 in the beginning to go over a few housekeeping items 7 00:00:26,870 --> 00:00:29,260 to ensure that you have the best experience viewing today's 8 00:00:29,260 --> 00:00:33,500 presentation. First off, if you do experience any problems or 9 00:00:33,950 --> 00:00:36,960 issues viewing or listening to today's presentation, do me a 10 00:00:36,960 --> 00:00:39,480 favor and refresh your browser and make sure that it 11 00:00:39,480 --> 00:00:42,410 is indeed up to date. It also might help to 12 00:00:42,410 --> 00:00:45,170 switch over to something like Chrome or Firefox as well, 13 00:00:45,310 --> 00:00:47,490 as these are the best browsers to support the webcast 14 00:00:47,490 --> 00:00:51,330 platform. Also note that if you're having trouble seeing any 15 00:00:51,330 --> 00:00:53,670 of the content on the slides, you do have the 16 00:00:53,670 --> 00:00:56,350 ability to enlarge that slide window by dragging any of 17 00:00:56,350 --> 00:00:58,520 the corners or hitting the full screen button to the 18 00:00:58,520 --> 00:01:03,740 top right. Also note that this webcast is designed to 19 00:01:03,740 --> 00:01:06,270 be an interactive experience between you and our presenters today, 20 00:01:06,550 --> 00:01:08,570 so at any time during the webcast you can submit 21 00:01:08,570 --> 00:01:12,090 your questions into the Q& A window below the slide, and 22 00:01:12,090 --> 00:01:13,680 we'll get to as many as we can during our 23 00:01:13,680 --> 00:01:16,420 live Q& A at the end of the presentation. However, 24 00:01:16,420 --> 00:01:18,620 sometimes time gets away from us and if that does 25 00:01:18,620 --> 00:01:21,180 happen and we don't answer your question aloud, we'll just 26 00:01:21,180 --> 00:01:23,410 follow up with you via email within the next few 27 00:01:23,410 --> 00:01:28,030 business days. Please note that this is indeed being recorded, 28 00:01:28,030 --> 00:01:29,580 so if you have to jump to another meeting or 29 00:01:29,580 --> 00:01:31,740 anything like that and you miss part of the presentation, 30 00:01:31,740 --> 00:01:33,780 that's okay, you're going to receive a link to the 31 00:01:33,780 --> 00:01:36,830 on- demand recording via email from ON24 within the next 32 00:01:36,830 --> 00:01:40,100 few business days. I'll also encourage you to feel free 33 00:01:40,100 --> 00:01:42,240 to go ahead and click that link in the resource 34 00:01:42,240 --> 00:01:45,630 box below the slides as well, next to the Q& A window and that'll 35 00:01:45,630 --> 00:01:47,520 open up in a new tab in your browser, and 36 00:01:47,520 --> 00:01:50,110 that's going to expand on today's topic on the context 37 00:01:50,110 --> 00:01:54,870 in our buyer's guide. Lastly, we welcome and appreciate your 38 00:01:54,870 --> 00:01:57,380 feedback, so you'll have the opportunity to fill out a short 39 00:01:57,380 --> 00:01:59,150 survey that's going to show up at the end of today's 40 00:01:59,150 --> 00:02:01,960 presentation. That survey can be found at the last icon 41 00:02:01,960 --> 00:02:04,590 below, but it's going to allow us to tailor these 42 00:02:04,590 --> 00:02:06,960 presentations to exactly what you want to hear in the 43 00:02:06,960 --> 00:02:13,350 future of Genesys webinars. Like I said, short and sweet. Today 44 00:02:13,350 --> 00:02:16,200 we have two excellent presenters excited to analyze the top 45 00:02:16,200 --> 00:02:19,960 trends predicted for 2021 and provide some practical advice on 46 00:02:19,960 --> 00:02:23,130 navigating these changes in the new year and beyond. I'm 47 00:02:23,130 --> 00:02:26,070 happy to introduce to you Sheila McGee- Smith, the founder 48 00:02:26,070 --> 00:02:29,040 and principal analyst to McGee Smith Analytics as well as 49 00:02:29,040 --> 00:02:31,930 Janelle Dieken, the senior vice president of content marketing here 50 00:02:31,930 --> 00:02:34,560 at Genesys. With that being said, I'm going to hand 51 00:02:34,560 --> 00:02:37,490 things over to Sheila to kick us off. Sheila, the 52 00:02:37,490 --> 00:02:41,920 floor is yours. Thank you, Josh, and nice to be 53 00:02:41,920 --> 00:02:45,280 working with you again, Janelle. Likewise. Happy new year, everyone. 54 00:02:46,460 --> 00:02:48,470 I may not be your first Genesys webinar, but it's 55 00:02:48,470 --> 00:02:51,810 my first Genesys webinar for 2021, so what the heck. 56 00:02:53,330 --> 00:02:58,070 Before we dive into 2021, I thought we'd step back 57 00:02:58,070 --> 00:03:03,410 just a little to 2020. As we moved into 2020, 58 00:03:03,920 --> 00:03:08,550 the predictions then were an increased need for digital engagement 59 00:03:11,690 --> 00:03:16,060 and ways that we could integrate digital engagement with live 60 00:03:16,060 --> 00:03:19,970 agents because just more and more were looking for those 61 00:03:20,460 --> 00:03:26,700 digital channels. Virtual bots, virtual agents, whatever we call them, 62 00:03:26,760 --> 00:03:32,040 intelligent virtual assistants, other types of artificial intelligence and machine 63 00:03:32,040 --> 00:03:37,910 learning, we're primarily in the investigation and early adopter phase. 64 00:03:37,910 --> 00:03:41,070 So there's some people trying it for small use cases, 65 00:03:41,180 --> 00:03:44,660 but it's still very early stages. The move to the 66 00:03:44,660 --> 00:03:50,150 cloud was increasingly being considered to be inevitable, but for 67 00:03:50,150 --> 00:03:53,760 a lot of companies it was still allowing for a 68 00:03:54,370 --> 00:03:58,270 one to three- year planning cycle, there was no immediacy 69 00:03:58,270 --> 00:04:02,320 around it. If you think about it, just a year ago UCaaS 70 00:04:03,130 --> 00:04:05,920 as a service and Contact Center as a service were 71 00:04:05,920 --> 00:04:11,290 generally considered to be separate decisions. Sometimes those were being 72 00:04:11,290 --> 00:04:13,870 made together, but more often than not those were separate 73 00:04:13,870 --> 00:04:22,060 decisions. When companies thought about APIs and platform features for 74 00:04:22,060 --> 00:04:27,790 their contact centers, those were considered possibilities that might become 75 00:04:27,790 --> 00:04:32,350 relevant in the future and were worthy of investigation, but 76 00:04:32,350 --> 00:04:34,890 it wasn't a, " Oh my gosh, what does my vendor 77 00:04:34,890 --> 00:04:39,720 have there?" Kind of a thing yet. As we then 78 00:04:39,720 --> 00:04:44,520 flash forward to 2021, and not to that but to 79 00:04:44,520 --> 00:04:52,910 2021, what happened? What happened during 2020 is that the 80 00:04:52,910 --> 00:04:55,150 things that we were worried about, the things we were 81 00:04:55,150 --> 00:05:00,560 thinking about, didn't change as much as the immediacy changed. 82 00:05:00,660 --> 00:05:04,870 It was the timing, the urgency, that changed. So the 83 00:05:04,870 --> 00:05:08,500 same things are in the word cloud, but suddenly there's 84 00:05:08,500 --> 00:05:12,750 an increased need for digital engagement methods that are unified 85 00:05:12,750 --> 00:05:17,950 with voice agent capabilities, because of everyone, every business having 86 00:05:17,950 --> 00:05:21,930 to move to eCommerce, because of shelter- in- place orders 87 00:05:22,050 --> 00:05:27,180 sent agents home, kept people home and as we're seeing 88 00:05:27,180 --> 00:05:34,040 now in 2021, continues to cycle as geographic areas, as 89 00:05:34,390 --> 00:05:38,920 municipalities and countries come in and out of lockdown states. 90 00:05:39,500 --> 00:05:43,540 So what was nice to have a year ago is 91 00:05:44,060 --> 00:05:47,890 the only way we can do business in 2021. The 92 00:05:47,890 --> 00:05:52,560 rise in remote agents also put our new focus on 93 00:05:52,560 --> 00:05:56,940 workforce engagement management because now, all the things that we 94 00:05:56,940 --> 00:05:59,530 used to be able to do with agents in place 95 00:05:59,880 --> 00:06:03,060 in the office, things like how we hire, how we 96 00:06:03,060 --> 00:06:07,490 support the agents, how we coach and train them, now 97 00:06:07,490 --> 00:06:10,220 we have to figure out how to do that remotely. 98 00:06:11,270 --> 00:06:13,920 A lot of times, some of those tools are embedded 99 00:06:13,920 --> 00:06:18,460 in workforce engagement management solutions that companies may have had 100 00:06:18,470 --> 00:06:20,850 in the solutions they have, may have had those options, 101 00:06:21,050 --> 00:06:23,820 but never really deployed them. A great example, I think, 102 00:06:23,820 --> 00:06:30,010 is gamification. The adoption rate of gamification coming into 2020 103 00:06:30,470 --> 00:06:34,520 was relatively low, and suddenly that was the kind of 104 00:06:34,520 --> 00:06:37,900 application that companies realized, " This is going to help me with 105 00:06:37,900 --> 00:06:40,570 my agents. This is going to help me with agent 106 00:06:40,690 --> 00:06:44,830 engagement, it can also help with coaching, there's a lot 107 00:06:44,830 --> 00:06:48,350 of different elements." So again, something that was important, it became 108 00:06:48,350 --> 00:06:56,080 more important. Virtual agents, bots, AI, were often fast tracked 109 00:06:56,170 --> 00:07:01,940 to handle what became unheard of interaction demand. I mean, 110 00:07:01,940 --> 00:07:05,070 I'm always drawn to the case that Janelle is going 111 00:07:05,070 --> 00:07:08,170 to talk about, one of these case studies later on in the 112 00:07:08,170 --> 00:07:14,270 hour, of millions of people going on unemployment and hitting 113 00:07:14,620 --> 00:07:19,760 unemployment contact centers that were simply unprepared and unable to 114 00:07:19,760 --> 00:07:22,930 handle the sheer volume. And just the quickness with which 115 00:07:22,930 --> 00:07:30,020 companies and governments installed chat bots and voice bots to 116 00:07:30,020 --> 00:07:32,400 be able to answer those interactions, which is something that 117 00:07:32,400 --> 00:07:35,470 happened much more quickly than anybody would've thought a year 118 00:07:35,470 --> 00:07:41,230 earlier. Then, with respect to platform and APIs, I think 119 00:07:41,230 --> 00:07:47,130 the ability to quickly redesign and customize customer experience became, 120 00:07:47,130 --> 00:07:51,960 again, more of a necessity because what platform and API 121 00:07:52,020 --> 00:07:56,050 allows you to do, is to drive down into the 122 00:07:56,050 --> 00:07:59,650 business operation, the ability to make the kind of changes 123 00:07:59,820 --> 00:08:04,470 that might be required by rapidly changing conditions. And with 124 00:08:04,940 --> 00:08:08,380 what's going on, conditions are changing all the time. Great 125 00:08:08,380 --> 00:08:13,150 example, my in- laws live in South Carolina, they opened 126 00:08:13,150 --> 00:08:16,280 up the ability to sign up for vaccines last week, 127 00:08:16,550 --> 00:08:20,950 they're both well into their 90s and they both signed 128 00:08:20,950 --> 00:08:25,550 up, all good. Lot of remote help by their daughter- 129 00:08:25,550 --> 00:08:28,880 in- law, but they signed up. And then, this morning 130 00:08:28,880 --> 00:08:31,920 get a call to say, " We no longer have a 131 00:08:32,210 --> 00:08:35,960 supply of vaccines so we're going to have to reschedule." So 132 00:08:35,960 --> 00:08:39,980 things that even were taking one interaction, the email interaction 133 00:08:40,030 --> 00:08:43,410 setup, now there's phone calls that have to happen because 134 00:08:43,740 --> 00:08:47,770 supplies aren't in, so just the requirement to be able 135 00:08:47,770 --> 00:08:51,260 to change things quickly and driving that down to the 136 00:08:51,260 --> 00:08:54,940 contact center and not requiring IT, again, much more of 137 00:08:54,940 --> 00:08:58,020 a need today than we saw even a year ago. 138 00:09:00,370 --> 00:09:02,820 So we're going to go to our first poll, Janelle, and we're 139 00:09:02,820 --> 00:09:05,420 going to ask all of you, this is the first 140 00:09:05,640 --> 00:09:08,290 of three polls that we're going to do. We're going 141 00:09:08,290 --> 00:09:13,210 to ask, " What is your strategy for using cloud technology 142 00:09:13,210 --> 00:09:18,700 to support customer experience?" Are using Contact Center as a 143 00:09:18,710 --> 00:09:24,710 Service? Do you have a private cloud? Are you today 144 00:09:24,760 --> 00:09:31,690 combining clouds application with on- premises or hosted solutions? Are 145 00:09:31,690 --> 00:09:35,140 you on- premises, and there's certainly a lot of companies 146 00:09:35,140 --> 00:09:39,420 whose contact centers remain on- premises, or are you in 147 00:09:39,420 --> 00:09:44,850 an evaluation stage? We're hoping we caught all the choices 148 00:09:44,850 --> 00:09:49,960 there, we will work on the choices because that was part of this. So 149 00:09:49,960 --> 00:09:52,860 I'm going to ask you, Janelle, what do you think 150 00:09:52,860 --> 00:09:57,010 is going to come in as number one? Well, I think 151 00:09:57,010 --> 00:09:59,790 it depends on who our audience is today. I think 152 00:09:59,790 --> 00:10:03,310 if it's a lot of small, mid- size companies, we'll 153 00:10:03,310 --> 00:10:06,480 see a vast majority on the first. But larger enterprise, 154 00:10:06,480 --> 00:10:09,350 here at Genesys, we're seeing a bit of mixed bag 155 00:10:09,600 --> 00:10:13,870 with multi cloud options that provide that flexibility of cloud 156 00:10:13,870 --> 00:10:18,940 with that range of control that companies are still comfortable 157 00:10:18,940 --> 00:10:21,760 with. I think there could be more options if you break out 158 00:10:22,000 --> 00:10:26,810 what's customer operated, we see some going system- integrated operated 159 00:10:26,810 --> 00:10:32,370 but customer owned and managed, so it'll be interesting. I 160 00:10:32,370 --> 00:10:34,870 think we'll see a mixed bag but I'm placing my 161 00:10:34,870 --> 00:10:39,350 bets majority on A, what do you think, Sheila? Its 162 00:10:39,350 --> 00:10:43,620 interesting when I think about some of my analyst colleagues 163 00:10:43,680 --> 00:10:46,530 and the reports that are written about the contact center 164 00:10:46,530 --> 00:10:49,990 market. One of the leading analyst firms has decided that 165 00:10:49,990 --> 00:10:52,580 Contact Center as a Service is the only thing we need 166 00:10:52,580 --> 00:10:56,630 to look at, that's all there is. I think what 167 00:10:56,630 --> 00:10:59,640 we're going to find here, is that the whole world 168 00:10:59,640 --> 00:11:02,290 doesn't think the same way as they do, that there 169 00:11:02,530 --> 00:11:07,090 are people who are on lots of different types of 170 00:11:07,090 --> 00:11:11,900 systems. Where that might be an end goal, Contact Center as 171 00:11:11,900 --> 00:11:15,160 a Service, that end goal could be 10 years away 172 00:11:15,250 --> 00:11:18,370 for a lot of businesses. Let's see what our audience 173 00:11:18,370 --> 00:11:24,060 has to say, drum roll. Look at that! You win 174 00:11:24,060 --> 00:11:30,960 there, 45% are on Contact Center as a Service- Yeah, the 175 00:11:30,960 --> 00:11:34,700 majority, it's interesting to see hybrid. We see that, too, 176 00:11:34,700 --> 00:11:38,660 as a stepping stone along the way, to grab that 177 00:11:38,660 --> 00:11:43,550 innovation while still leveraging existing investments, so that's interesting to 178 00:11:43,550 --> 00:11:46,400 see and quite a few on the phone still evaluating 179 00:11:46,400 --> 00:11:50,560 so hopefully they can capture some of the lessons from 180 00:11:50,560 --> 00:11:54,830 the case studies ahead, too. Yeah. I guess I'm even 181 00:11:54,830 --> 00:11:59,900 a little surprised that they're still evaluating, that it's that high, 182 00:11:59,900 --> 00:12:03,500 it's actually our number two response. But like you, not 183 00:12:03,620 --> 00:12:08,560 surprised with hybrid, on- premise is so low. Yeah. So 184 00:12:08,560 --> 00:12:13,330 even though we know that about 75% of agents, as 185 00:12:13,330 --> 00:12:17,190 we enter 2021, are still served by a premises- based 186 00:12:17,190 --> 00:12:22,600 contact center, just by the numbers, most of those companies 187 00:12:22,600 --> 00:12:26,370 are looking at options. They're either evaluating or they've done 188 00:12:26,370 --> 00:12:30,140 some hybrid, and hybrid can really broad, right? It could mean 189 00:12:30,140 --> 00:12:33,000 I have Contact Center as a Service for contact center, 190 00:12:33,400 --> 00:12:37,300 but I'm still doing premises for workforce management, so hybrid 191 00:12:37,300 --> 00:12:40,260 is going to be a very common choice, as we see. So good 192 00:12:40,260 --> 00:12:42,960 data, that's why we like to ask the audience, excellent. 193 00:12:43,240 --> 00:12:48,760 Thank you, audience. So, moving on. So, one of the things that we talked about 194 00:12:49,510 --> 00:12:51,860 that was present in 2020, which was the need for 195 00:12:51,860 --> 00:12:57,840 digital engagement, and persists even more strongly in 2021 is 196 00:12:57,840 --> 00:13:02,670 this notion of digital and digital- first and digital- everything, 197 00:13:03,070 --> 00:13:08,830 but I'm going to start with the retail apocalypse. We 198 00:13:08,830 --> 00:13:14,330 saw so many retailers go out of business in 2020, 199 00:13:14,650 --> 00:13:18,700 but in reality the demise of retail started 10 years 200 00:13:18,700 --> 00:13:22,300 ago. You can almost tie it a little bit to 201 00:13:22,550 --> 00:13:26,770 the birth of eCommerce in that period. So the store 202 00:13:26,770 --> 00:13:31,780 closings started back in 2010 in Toys R Us and 203 00:13:32,120 --> 00:13:35,570 companies like that. Part of it was a shift in 204 00:13:35,570 --> 00:13:42,860 consumer habits; experience spending versus buying things, and you're nodding, 205 00:13:42,870 --> 00:13:45,710 Janelle, and I know it impacted the way I lived 206 00:13:45,710 --> 00:13:49,040 my life in that decade, right? My husband and I 207 00:13:49,040 --> 00:13:53,150 were much more likely to go and take a great 208 00:13:53,150 --> 00:13:58,280 trip than we were to buy another television. Let's go 209 00:13:58,280 --> 00:14:00,640 see Costa Rica while it's still there and we're young 210 00:14:00,640 --> 00:14:04,020 enough to still do it, that kind of thing. Casual 211 00:14:04,020 --> 00:14:09,390 fashion due to relaxed dress codes. I came into the 212 00:14:09,390 --> 00:14:12,090 business world in the 80s when it was suits and ties 213 00:14:12,090 --> 00:14:17,430 for men and women and pumps every day. That changed, 214 00:14:17,520 --> 00:14:21,070 so we didn't have that need to have multiple wardrobes 215 00:14:21,140 --> 00:14:23,400 that we had in the past. And there was, as 216 00:14:23,400 --> 00:14:28,400 I said, that rise of eCommerce, but goodness gracious, it 217 00:14:28,400 --> 00:14:34,180 was certainly amplified during 2020. These are 29 retailers who 218 00:14:34,180 --> 00:14:38,650 filed for bankruptcy in 2020. Some of these may survive, 219 00:14:39,520 --> 00:14:42,160 I fear many of them will not, that we'll never 220 00:14:42,160 --> 00:14:46,210 see them come back again. So you see something like 221 00:14:46,210 --> 00:14:48,830 this and you look at that list and say, " Lord& 222 00:14:49,040 --> 00:14:53,300 Taylor, that's a place I used to go. Neiman Marcus, 223 00:14:53,790 --> 00:14:56,970 they had my size shoes." I used to get them, 224 00:14:58,140 --> 00:15:01,010 so what do I do? Well, I go online but 225 00:15:01,010 --> 00:15:05,780 I need better digital support. I need better digital contact 226 00:15:05,780 --> 00:15:08,350 center support than I needed before when I could just 227 00:15:08,350 --> 00:15:14,280 go back to a store and return something. Looking at 228 00:15:14,280 --> 00:15:17,520 the retail apocalypse and saying it didn't just start in 229 00:15:17,530 --> 00:15:21,310 2020, you can think about, or I thought about it 230 00:15:21,310 --> 00:15:25,110 as, was it a little bit self- created? Think about 231 00:15:25,160 --> 00:15:27,910 when you did go to a mall or a department 232 00:15:27,910 --> 00:15:31,030 store in the last 10 years. There was a sense 233 00:15:31,780 --> 00:15:35,740 that those retailers were more retail centric, more about themselves, 234 00:15:36,080 --> 00:15:40,860 that we had to conform to their behavior. Best example 235 00:15:40,860 --> 00:15:45,650 for me is trying to find a cashier, sometimes it 236 00:15:45,650 --> 00:15:48,680 was the most frustrating thing to do, " I have this 237 00:15:48,680 --> 00:15:50,290 thing, I want to buy it, I want to give 238 00:15:50,290 --> 00:15:53,270 you money, where is that person I can give money 239 00:15:53,270 --> 00:15:57,550 to?" And you couldn't find them. The customer came second, 240 00:15:57,620 --> 00:16:00,620 the way they ran their operation came first and what 241 00:16:00,620 --> 00:16:04,400 we all learned as consumers is eCommerce is very consumer 242 00:16:04,400 --> 00:16:09,850 centric. Online, we're in control so that shift was happening 243 00:16:09,850 --> 00:16:17,160 not just because of COVID, but because retailers weren't taking 244 00:16:17,160 --> 00:16:19,390 care of their customers the same way. So it's a 245 00:16:19,390 --> 00:16:25,320 digital transformation shift as well. But I think, just as 246 00:16:25,320 --> 00:16:27,430 we find in the contact center, that the combination of 247 00:16:27,430 --> 00:16:32,730 digital engagement and live agents is the best combination. Hopefully 248 00:16:32,730 --> 00:16:35,750 we'll come to a nice balance, once COVID is over, 249 00:16:36,140 --> 00:16:40,140 of having stores to go do things with and having 250 00:16:40,140 --> 00:16:43,230 eCommerce for the times when that's the most expedient way 251 00:16:43,230 --> 00:16:46,010 to do things, and tie things together like we try 252 00:16:46,010 --> 00:16:51,410 and do in the contact center. It's not just retail, 253 00:16:51,520 --> 00:16:57,080 obviously, that has moved toward a more digital transformation and 254 00:16:57,080 --> 00:17:03,000 moved more quickly because of COVID. This is the mayor 255 00:17:03,050 --> 00:17:08,480 of Los Angeles speaking on television in August of 2020, 256 00:17:09,130 --> 00:17:18,010 and his comments are, in order to survive, governments, too, 257 00:17:18,010 --> 00:17:22,610 have to become more digital, that city services should be 258 00:17:22,610 --> 00:17:26,720 just as smooth and easy, and as efficient as everything 259 00:17:26,720 --> 00:17:30,900 you can do online. Now, COVID forced that because government 260 00:17:30,900 --> 00:17:33,760 offices had to close, but it's a little bit like 261 00:17:33,760 --> 00:17:39,310 that retail story where perhaps government was behind the curve 262 00:17:39,310 --> 00:17:41,760 in terms of where they should've been with digital transformation, 263 00:17:42,750 --> 00:17:45,850 but COVID certainly brought it to the fore in 2020. 264 00:17:47,790 --> 00:17:51,750 And then telehealth, just another example of a business that, 265 00:17:52,360 --> 00:17:56,030 the technology was there, the capabilities were there and yet, 266 00:17:56,590 --> 00:17:59,570 as a consumer I felt like the availability wasn't there. 267 00:18:00,400 --> 00:18:03,560 My general practitioner did not make it easy for me 268 00:18:03,560 --> 00:18:07,210 to do a telehealth visit a year ago, today I 269 00:18:07,210 --> 00:18:12,600 can and it's good for both of us. COVID- 19 270 00:18:12,600 --> 00:18:17,160 just catapulted telehealth forward by decades, in a few months. 271 00:18:17,520 --> 00:18:21,680 Teladoc, which is a global leader in virtual care, predicted 272 00:18:21,680 --> 00:18:26,670 that 2020 revenue would be twice that of 2019, driven 273 00:18:26,670 --> 00:18:30,210 by the demand for these virtual care solutions and there 274 00:18:30,210 --> 00:18:36,000 are already signs that future telehealth will persist, that even 275 00:18:36,000 --> 00:18:41,610 after this crisis is over, Teladoc is expecting 30 to 276 00:18:41,610 --> 00:18:45,890 40% growth for the next four years. Doesn't surprise me 277 00:18:45,890 --> 00:18:48,550 because once you've done it, boy, is it easier than 278 00:18:48,550 --> 00:18:50,650 getting in your car and driving 20 minutes, if you're 279 00:18:50,650 --> 00:18:54,680 lucky enough to be 20 minutes away and it didn't snow 20 inches overnight. 280 00:18:57,870 --> 00:18:59,300 I'm going to turn it over to you, Janelle, to 281 00:18:59,300 --> 00:19:02,130 talk about a great Genesys customer in the telehealth area. 282 00:19:03,330 --> 00:19:05,770 Certainly, but maybe even before I do that, when you 283 00:19:05,770 --> 00:19:09,710 were talking about the retail apocalypse, it actually reminded me 284 00:19:09,710 --> 00:19:14,350 of one of our marquee retail customers, TechStyle Fashion Group. 285 00:19:14,350 --> 00:19:17,510 If you're not familiar with TechStyle, the most common brand 286 00:19:17,510 --> 00:19:20,670 I know of is Fabletics but they offer about five 287 00:19:20,670 --> 00:19:25,880 brands that are celebrity marketed, active wear and footwear through 288 00:19:25,880 --> 00:19:28,920 the rise of subscription services that's going on with retail, 289 00:19:28,920 --> 00:19:33,300 too. So you can imagine their exceptional growth last year, 290 00:19:33,560 --> 00:19:36,990 all fueled by being ahead of the game on that 291 00:19:37,040 --> 00:19:41,770 omnichannel and real eCommerce and really going that method from 292 00:19:41,770 --> 00:19:46,430 the get- go with their business model. But onto telehealth, 293 00:19:46,430 --> 00:19:50,540 there's no question that the healthcare industry is changing out 294 00:19:50,540 --> 00:19:54,380 there. We meet with healthcare companies around the globe and 295 00:19:54,380 --> 00:19:59,060 we're seeing that digital transformation with that cloud agility is 296 00:19:59,060 --> 00:20:02,830 absolutely a business imperative. That couldn't have been more true 297 00:20:02,850 --> 00:20:07,430 for Company Nurse, both before and after the pandemic hit. 298 00:20:07,940 --> 00:20:11,010 If you're not familiar with Company Nurse, they offer nurse 299 00:20:11,010 --> 00:20:15,810 triaging for accidents in the workplace and if we back 300 00:20:15,810 --> 00:20:20,370 up prior to them moving forward with Genesys Cloud, they 301 00:20:20,370 --> 00:20:24,940 were on legacy on- premises solution, voice only. They were 302 00:20:24,950 --> 00:20:28,220 having problems because it couldn't scale the way they wanted, 303 00:20:28,430 --> 00:20:32,140 wouldn't provide the results that they need, expensive to maintain. 304 00:20:33,200 --> 00:20:36,060 They couldn't integrate it with any sort of digital channels 305 00:20:36,060 --> 00:20:39,030 and it was really preventing them, too, from staying up 306 00:20:39,030 --> 00:20:42,010 to speed with that realtime visibility that they needed in 307 00:20:42,010 --> 00:20:45,570 the moment. If you were to go back in time 308 00:20:45,570 --> 00:20:49,370 and take a peek at the essential capabilities that they 309 00:20:49,370 --> 00:20:53,530 were looking for in their buyer guide, think of easy 310 00:20:53,970 --> 00:20:59,750 digital platform to support multichannel, integrated workforce engagement across those 311 00:20:59,750 --> 00:21:04,300 channels, as well as integration from that platform perspective, like 312 00:21:04,340 --> 00:21:07,710 Sheila, you talked about earlier, with their existing systems as 313 00:21:07,710 --> 00:21:10,730 well as the ability to adapt to new applications easily, 314 00:21:11,080 --> 00:21:13,840 and they got that with cloud. As you can see 315 00:21:13,840 --> 00:21:17,680 from the CTO quote over there to the right, their 316 00:21:17,680 --> 00:21:20,840 contact center, they really saw as mission critical to their 317 00:21:20,840 --> 00:21:25,020 business, 70% of it being revenue generating, so they needed 318 00:21:25,020 --> 00:21:28,020 a solution that they could also switch to in a 319 00:21:28,020 --> 00:21:30,550 matter of weeks or less, which they did. So that 320 00:21:30,550 --> 00:21:34,070 agility to be able to migrate simply with expertise was 321 00:21:34,070 --> 00:21:38,370 also really important to them as an essential capability. You 322 00:21:38,370 --> 00:21:42,650 can see the results listed there, tremendous results that equated 323 00:21:42,650 --> 00:21:47,690 to lower total cost of ownership, improved employee productivity, but 324 00:21:47,690 --> 00:21:50,490 that's actually not my favorite part of this story. My 325 00:21:50,490 --> 00:21:52,760 favorite part of this story, if you were to Google 326 00:21:52,760 --> 00:21:57,380 after this, take a moment, Company Nurse, it's our Genesys 327 00:21:57,600 --> 00:22:02,760 podcast. We had a guest, the CTO, Henry, who talks 328 00:22:02,760 --> 00:22:07,470 about their pivotal decision back in February, March last year, 329 00:22:07,510 --> 00:22:11,770 early days of COVID-19, where they had to shift their 330 00:22:11,770 --> 00:22:15,180 entire business model. You can imagine nurse triaging in the 331 00:22:15,180 --> 00:22:20,110 workplace, companies shifting to work from home, nurse triage isn't 332 00:22:20,110 --> 00:22:23,580 needed as much, right? So they went to their customers 333 00:22:23,580 --> 00:22:26,530 and they asked what they needed instead, and within a 334 00:22:26,530 --> 00:22:31,330 month from idea, they had an MVP ready that they 335 00:22:31,330 --> 00:22:35,570 were the first out there to offer a COVID digital 336 00:22:35,570 --> 00:22:39,060 screening app, and in that month they integrated it to 337 00:22:39,060 --> 00:22:42,690 their digital, their voice, their SMS, their callback channels with 338 00:22:42,690 --> 00:22:45,750 Genesys Cloud, to not only grow their business to record- 339 00:22:45,750 --> 00:22:49,990 breaking results during this time, but perhaps more importantly, meeting 340 00:22:49,990 --> 00:22:53,360 their customers' needs without having to do mass layoffs in 341 00:22:53,360 --> 00:22:56,630 their employee base that others were facing in the health 342 00:22:56,630 --> 00:23:01,010 space. So tremendous story both pre- pandemic as well as 343 00:23:01,010 --> 00:23:04,490 post- pandemic that I think really speaks to the power 344 00:23:04,490 --> 00:23:19,260 of digital transformation with cloud agility there. Hey, Sheila. I 345 00:23:19,260 --> 00:23:29,080 think you're muted. I always do that to be polite 346 00:23:29,080 --> 00:23:31,960 to the speaker before me, and then I'm not polite 347 00:23:31,960 --> 00:23:34,580 when I start talking and nobody can hear me, but 348 00:23:34,580 --> 00:23:38,070 life goes on so thank you, Josh, for letting me 349 00:23:38,070 --> 00:23:43,640 know. So when you have digital engagement and you're introducing 350 00:23:43,640 --> 00:23:47,480 it into your contact center, part of that story is 351 00:23:47,730 --> 00:23:54,820 also building on the channel agents, because omnichannel agents are who 352 00:23:54,820 --> 00:23:58,850 you need to do all of this fantastic work of 353 00:23:58,850 --> 00:24:01,760 integrating all of these channels and doing all of this. 354 00:24:02,150 --> 00:24:07,710 But omnichannel agents are not born, they are made and 355 00:24:07,710 --> 00:24:13,880 they're made by having workforce engagement management solutions that can 356 00:24:15,050 --> 00:24:19,090 handle all of the channels. So it's interesting, over the 357 00:24:19,090 --> 00:24:21,830 last couple of years when I was still doing speaking 358 00:24:21,830 --> 00:24:24,660 engagements where people were in front of me, one of 359 00:24:24,660 --> 00:24:26,930 the questions I would ask is, " How many of you 360 00:24:26,930 --> 00:24:33,490 are using a workforce monitoring system that just handles voice?" 361 00:24:34,220 --> 00:24:37,970 And it would be amazing what a high proportion of 362 00:24:37,970 --> 00:24:41,160 the audience members would say that their quality monitoring was 363 00:24:41,160 --> 00:24:44,720 just for voice. So we can't build omnichannel agents if 364 00:24:44,720 --> 00:24:49,050 we don't have tools that address all of the channels. 365 00:24:49,290 --> 00:24:51,950 So as you move toward digital engagement, you have to 366 00:24:51,950 --> 00:24:55,530 sort of bring in that workforce engagement part of it. 367 00:24:56,500 --> 00:24:58,620 The other, to me, one of the elements of building 368 00:24:58,620 --> 00:25:03,370 an omnichannel agent is sort of a mindset twist, which 369 00:25:03,370 --> 00:25:07,300 is typically in the context in how we think about handling this interaction, 370 00:25:07,780 --> 00:25:14,320 this transaction, single transaction resolution, that's the goal. But in 371 00:25:14,320 --> 00:25:18,010 reality with digital engagement, often that customer's coming to you 372 00:25:18,280 --> 00:25:22,520 with other content, with other interactions that they already had. 373 00:25:22,520 --> 00:25:25,580 They'd looked on the website, they may have tried to 374 00:25:25,580 --> 00:25:28,900 chat with you, they may have sent an email, and 375 00:25:28,900 --> 00:25:33,140 so it's no longer the agent's responsibility to just handle 376 00:25:33,140 --> 00:25:37,180 this interaction, but to look at the entire journey that 377 00:25:37,180 --> 00:25:42,030 the customer has been on. So from a building your 378 00:25:42,090 --> 00:25:46,410 contact center plan, what do you need, you not just 379 00:25:46,410 --> 00:25:49,520 have to make those digital channels available. You have to 380 00:25:49,520 --> 00:25:53,300 coach and train and monitor the agents on all of 381 00:25:53,300 --> 00:25:56,150 those channels, and then to the extent that you can, 382 00:25:56,150 --> 00:25:59,030 you need to make sure that the agent has the 383 00:25:59,030 --> 00:26:03,590 context, the information from those other steps that the customer 384 00:26:03,590 --> 00:26:08,170 has taken. So as we move to the next slide, 385 00:26:08,240 --> 00:26:14,700 we're going to have Janelle tell us about Ethiopian Airlines 386 00:26:14,760 --> 00:26:17,350 and some of the things that they have done. Yeah, 387 00:26:17,350 --> 00:26:21,410 so Company Nurse, they had integrated workforce engagement management as 388 00:26:21,410 --> 00:26:26,160 well, but here's another example in a different industry across 389 00:26:26,160 --> 00:26:29,150 the pond that also saw a big change last year 390 00:26:29,150 --> 00:26:33,920 with the airline industry. Ethiopia Airlines, unrivaled in Africa for 391 00:26:33,920 --> 00:26:39,610 their efficiency and operational success, like every airline I can 392 00:26:39,610 --> 00:26:43,250 think of anyway, last year they were just trying to 393 00:26:43,250 --> 00:26:46,760 survive and look for ways to lower costs and improve 394 00:26:46,760 --> 00:26:50,550 margins, focusing on the customer, I think, too, an important 395 00:26:50,550 --> 00:26:54,430 point in your buying consideration, looking at not just the 396 00:26:54,430 --> 00:26:58,070 service part of your customer journey, but looking for engagement 397 00:26:58,070 --> 00:27:01,880 tools that span marketing sales and service. Let's look at 398 00:27:01,880 --> 00:27:06,330 the before and after of Ethiopia Airlines. Prior to moving 399 00:27:06,330 --> 00:27:11,620 to Genesys Cloud- based environment, they were facing incompatible systems, 400 00:27:12,360 --> 00:27:16,270 their calls were actually routed to employees that weren't taking 401 00:27:16,270 --> 00:27:20,520 into account even just basic things like language skills or 402 00:27:20,520 --> 00:27:24,220 any skills for that matter. Their teams worked in silos, 403 00:27:24,220 --> 00:27:29,170 handling emails, handling chats, handling phone calls, all separately, they 404 00:27:29,170 --> 00:27:32,500 didn't have a CRM system, they didn't have workforce engagement, 405 00:27:33,010 --> 00:27:36,730 data was buried elsewhere and everywhere, and needless to say, 406 00:27:36,730 --> 00:27:39,740 they lacked that full overview of the customer journey and 407 00:27:39,790 --> 00:27:43,730 that real- time insight. So looking into the essential capabilities 408 00:27:44,160 --> 00:27:49,330 they captured, they deployed within two months, had 500 agents 409 00:27:49,410 --> 00:27:54,440 now working more productively in a blended fashion, handling emails, 410 00:27:54,440 --> 00:27:59,110 chats and phone calls, effortlessly switching between them, all from 411 00:27:59,110 --> 00:28:02,770 that single omnichannel desktop, which is really important in order 412 00:28:02,770 --> 00:28:05,310 for the employees to be able to do that. And 413 00:28:05,310 --> 00:28:10,220 they really unlocked further customer experience gains by introducing that 414 00:28:10,220 --> 00:28:15,010 workforce engagement piece to further improve the customer experience. So, 415 00:28:15,040 --> 00:28:21,320 some results, their service levels went from 70% to 95%. 416 00:28:21,670 --> 00:28:26,430 They had higher first- call resolution, their abandonment rate went 417 00:28:26,430 --> 00:28:31,440 from 20% just down to 3%. Calls answered went from 418 00:28:31,440 --> 00:28:34,140 20 seconds, which airline, that's still pretty good, down to 419 00:28:34,140 --> 00:28:36,620 eight seconds, I can't remember when the last time I 420 00:28:36,620 --> 00:28:39,270 called an airline and they answered in eight seconds, and 421 00:28:39,330 --> 00:28:42,570 they had that agility they needed to change IBR menus 422 00:28:42,570 --> 00:28:46,910 on the dime without having to pay for external support. 423 00:28:47,440 --> 00:28:51,910 In addition, they expanded the use of their cloud technology 424 00:28:52,010 --> 00:28:55,630 to their sales environment, too, being able to monitor customers' 425 00:28:55,630 --> 00:29:00,620 behavior on their website, understand that and get predictive with 426 00:29:00,620 --> 00:29:03,560 the use of AI to intercept in the moment because 427 00:29:03,560 --> 00:29:07,090 they had the right staff in place to really help 428 00:29:07,090 --> 00:29:10,690 that customer through their buyer journey and saw web conversion 429 00:29:10,690 --> 00:29:14,840 rates just increase dramatically, and you can see the results 430 00:29:14,840 --> 00:29:19,230 there. So I love this story because it is really 431 00:29:19,230 --> 00:29:23,030 a proved point in helping a company that was in 432 00:29:23,030 --> 00:29:28,190 a struggling industry last year, and looking ahead, really make 433 00:29:28,190 --> 00:29:32,810 change and support the customer journey across marketing, sales and 434 00:29:32,810 --> 00:29:38,680 service. Excellent, so we are moving to our next poll. 435 00:29:38,740 --> 00:29:44,880 The question is, " Is there value in integrating your unified 436 00:29:44,880 --> 00:29:50,410 communication solution incorporation with the contact center?" We have just 437 00:29:50,410 --> 00:29:55,030 three choices; yes, we think there's value in integrating them, 438 00:29:55,310 --> 00:29:59,670 but we prefer one solution for both contact center and 439 00:29:59,720 --> 00:30:04,970 unified communications and collaboration. Yes, we think there's value and 440 00:30:04,970 --> 00:30:09,920 our preferred solution is Microsoft Teams, and this is one of those ones where 441 00:30:09,920 --> 00:30:13,380 we wait for all of the responses before you select 442 00:30:13,380 --> 00:30:16,450 one because you might be number one but number two 443 00:30:16,450 --> 00:30:20,470 is more specific to you. And then third, yes, our 444 00:30:20,470 --> 00:30:26,660 preferred solution is a different UCC provider. Okay, so I 445 00:30:26,660 --> 00:30:29,210 realize we do not have a choice here for no. 446 00:30:31,790 --> 00:30:35,560 We may have missed that, but we'll see what people 447 00:30:35,560 --> 00:30:37,900 think. I think it'll be interesting to see what we 448 00:30:37,900 --> 00:30:43,380 get here. Clearly, Microsoft Teams had a huge uptick in 449 00:30:43,380 --> 00:30:47,130 usage in 2020, so I'm not going to be surprised 450 00:30:47,130 --> 00:30:50,750 to see that we have a lot of Microsoft Teams users, 451 00:30:50,750 --> 00:30:54,230 what do you think, Janelle? I think the same, it's 452 00:30:54,230 --> 00:30:57,190 becoming one of those essential capabilities you mentioned at the 453 00:30:57,190 --> 00:31:01,230 beginning. It used to be a very separate decision and 454 00:31:01,230 --> 00:31:05,180 while it may not be from a single provider, we're 455 00:31:05,180 --> 00:31:09,710 seeing it recurring on the list of requirements for cloud 456 00:31:09,710 --> 00:31:12,520 based solutions to be able to extend beyond the contact 457 00:31:12,530 --> 00:31:16,030 center and have an integrated solution regardless, so we're keen 458 00:31:16,030 --> 00:31:20,790 to see if our audience agrees. Okay, so drum roll. 459 00:31:25,770 --> 00:31:30,940 I'm going to... I was hitting submit instead of next. 460 00:31:30,970 --> 00:31:36,330 Okay, what can we discern from this? Over 50% are 461 00:31:36,330 --> 00:31:40,880 using Teams, wow. That's even higher than I would've predicted. 462 00:31:41,870 --> 00:31:44,950 Or their preferred solution is Teams, doesn't tell me that 463 00:31:44,950 --> 00:31:49,960 they're really using it but I'm actually surprised it's as 464 00:31:49,960 --> 00:31:52,320 close between the first and second option as it is. 465 00:31:52,320 --> 00:31:55,250 I thought it would be a bigger differential because we're 466 00:31:55,250 --> 00:32:00,990 definitely seeing more for Teams across the board. Yeah, and 467 00:32:00,990 --> 00:32:03,990 not too much for other providers. Yeah, back to Teams, 468 00:32:03,990 --> 00:32:06,620 I happened to be on their site today and there 469 00:32:06,630 --> 00:32:10,270 are 15 different contact centers who are working to get 470 00:32:10,270 --> 00:32:13,620 certified in Microsoft Teams, so it's a much bigger effort 471 00:32:13,620 --> 00:32:16,360 than it has been for many years. So I think 472 00:32:16,700 --> 00:32:18,700 to the point that we've both made at this point, 473 00:32:18,700 --> 00:32:24,430 Janelle, the importance of bringing together the unified communications and 474 00:32:24,400 --> 00:32:28,140 the contact center has just been elevated. Part of that 475 00:32:28,140 --> 00:32:32,300 is not being in a single physical location and not 476 00:32:32,300 --> 00:32:37,040 being able to bring your supervisor over with something as 477 00:32:37,040 --> 00:32:42,900 easy raising your hand. A study that I had read 478 00:32:42,900 --> 00:32:47,340 over the summer, that 93% of companies now say that 479 00:32:47,380 --> 00:32:52,040 UC and team messaging integration with the contact center is 480 00:32:52,040 --> 00:32:57,270 a very important factor in customer experience success, and yet, 481 00:32:57,500 --> 00:33:00,930 as you and I know, there's not enough evidence today 482 00:33:01,130 --> 00:33:04,430 that, that's happening in contact centers. I think if we've 483 00:33:04,430 --> 00:33:07,730 got that many listeners who are thinking Microsoft Teams is 484 00:33:07,730 --> 00:33:11,160 the answer, and companies like Genesys are now stepping up 485 00:33:11,220 --> 00:33:14,140 and working much more closely with Microsoft, hopefully a year 486 00:33:14,140 --> 00:33:17,040 from now we'll see a lot more of that UC in 487 00:33:17,040 --> 00:33:20,700 contact center integration. You're going to tell us about one 488 00:33:20,700 --> 00:33:24,410 customer who's doing that. Absolutely, as I mentioned, we see 489 00:33:24,410 --> 00:33:27,850 it on many people's list and here's an example of 490 00:33:28,630 --> 00:33:33,330 a company that I admire so much, who has taken 491 00:33:33,330 --> 00:33:36,120 that step forward and has it implemented. Let me tell 492 00:33:36,120 --> 00:33:40,390 you a little bit about Integral Care. I think of 493 00:33:40,390 --> 00:33:44,560 their contact center not as a call center, I don't 494 00:33:44,730 --> 00:33:46,930 think of it as a profit center, I think of 495 00:33:46,930 --> 00:33:50,580 it as a life center. They have about 900 people 496 00:33:50,580 --> 00:33:56,170 on staff across 45 locations, where they provide a 24 497 00:33:56,170 --> 00:34:00,850 hour crisis helpline that's often that first point of contact 498 00:34:00,850 --> 00:34:05,100 for people needing that immediate emotional support, especially during these 499 00:34:05,100 --> 00:34:09,100 crazy times. They also receive traffic from calls to national 500 00:34:09,100 --> 00:34:14,620 suicide prevention lines. So as you can imagine, streamlined communication, 501 00:34:14,850 --> 00:34:19,790 it is essential and lifesaving, and downtime is more than 502 00:34:19,790 --> 00:34:24,210 critical, it can be even tragic. So where were they? 503 00:34:24,600 --> 00:34:29,070 Prior to Genesys, they were having huge technology issues that 504 00:34:29,070 --> 00:34:34,890 were degrading their service levels for this helpline. Their CIO, 505 00:34:34,890 --> 00:34:37,610 if he was on, he would describe their on- premises 506 00:34:37,610 --> 00:34:43,700 contact center system as unreliable, hard to scale, expensive to 507 00:34:43,700 --> 00:34:48,210 maintain and add features, and on average, they suffered two 508 00:34:48,210 --> 00:34:52,140 to three outages a month. And you can see on 509 00:34:52,140 --> 00:34:56,300 the slide, those each lasted anywhere from 15 minutes to 510 00:34:56,300 --> 00:34:59,900 five hours, where during that time, they couldn't even take 511 00:34:59,960 --> 00:35:03,870 a critical call, which was totally unacceptable. So they went 512 00:35:03,870 --> 00:35:07,290 with a cloud based platform, voice and digital channels, seeing 513 00:35:07,300 --> 00:35:11,850 a theme here, and they integrated Genesys Cloud with their 514 00:35:11,850 --> 00:35:16,320 Netsmart Electronic Health system. They really appreciated the platform capabilities 515 00:35:16,320 --> 00:35:18,830 that Genesys Cloud brought to the table as well, so 516 00:35:18,830 --> 00:35:22,360 that they could leverage that existing system that was working 517 00:35:22,360 --> 00:35:26,020 really well for them. So they also were looking, as 518 00:35:26,020 --> 00:35:29,460 an essential capability, for that cloud platform to be able 519 00:35:29,460 --> 00:35:34,410 to intercept and route calls for neighboring area codes automatically 520 00:35:34,410 --> 00:35:37,810 so that they could make best use of local knowledge 521 00:35:37,810 --> 00:35:43,760 and resources. Sheila, you mentioned that COVID- 19 catapulted telehealth 522 00:35:43,760 --> 00:35:47,560 forward by decades in a few months. After they did 523 00:35:47,560 --> 00:35:52,000 that, they then integrated with Microsoft Teams so that they 524 00:35:52,000 --> 00:35:55,180 could make it even easier for case managers that weren't 525 00:35:55,180 --> 00:36:00,860 regular contact center agents to also be able to conduct 526 00:36:01,040 --> 00:36:05,770 telehealth video calls with clients and collaborate effectively with other 527 00:36:05,770 --> 00:36:09,220 agents. So we don't see a ton of people doing 528 00:36:09,220 --> 00:36:12,380 this yet, but we are hearing Microsoft Teams integration on 529 00:36:12,380 --> 00:36:15,520 a regular basis, on many buyers' minds. I think Integral 530 00:36:15,520 --> 00:36:18,940 Care is a great organization and a great example that 531 00:36:18,950 --> 00:36:22,930 has forged ahead to integrate their UC and their contact 532 00:36:22,930 --> 00:36:29,820 center technologies really for the best of reasons. Excellent. Oops. 533 00:36:31,210 --> 00:36:34,540 Trying to move on... here we go. And I can 534 00:36:34,540 --> 00:36:40,620 be heard this time? Yes, okay. Yes. I did it. So 535 00:36:40,620 --> 00:36:44,920 we talked about artificial intelligence and what's interesting is digital 536 00:36:44,920 --> 00:36:48,350 engagement keeps coming up, and really the two of them 537 00:36:48,350 --> 00:36:54,440 are very tightly integrated, because artificial intelligence is really what 538 00:36:54,440 --> 00:36:58,540 helps optimize for digital- first. If you look at all 539 00:36:58,540 --> 00:37:04,310 of these technologies that are here; automatic speech recognition, natural 540 00:37:04,310 --> 00:37:09,370 language processing, these are all backed up with artificial intelligence 541 00:37:09,420 --> 00:37:15,780 and machine learning. But things like transcription and translation and 542 00:37:15,780 --> 00:37:21,020 automatic topic categorization, these are the exciting things that are 543 00:37:21,020 --> 00:37:26,040 relatively new to artificial intelligence, but really help bring digital 544 00:37:26,620 --> 00:37:33,600 to a much higher level. Transcription means that, that interaction 545 00:37:33,600 --> 00:37:38,600 that a customer had with a natural language bot can 546 00:37:38,600 --> 00:37:41,440 be transcribed and sent to the agent, and the highlights 547 00:37:41,440 --> 00:37:44,800 of that highlighted so the agent doesn't have to read 548 00:37:44,800 --> 00:37:47,190 every single thing that was said to the bot, but 549 00:37:47,190 --> 00:37:51,940 can just understand really quickly what the intent of this 550 00:37:51,940 --> 00:37:57,700 particular call is. Or if a customer picks up the 551 00:37:57,700 --> 00:38:02,180 phone and speaks to an intelligent virtual agent, and just 552 00:38:02,180 --> 00:38:07,660 speaks very freely, the system can automatically categorize what that 553 00:38:07,660 --> 00:38:10,580 topic is that the customer wants to talk to and 554 00:38:10,580 --> 00:38:15,040 send that to the appropriate resource. So what's exciting is 555 00:38:15,040 --> 00:38:18,110 digital- first coming at the same time as artificial intelligence, 556 00:38:18,280 --> 00:38:21,710 because one aids the other, one makes the other better 557 00:38:22,100 --> 00:38:26,510 and again, Janelle's got a great case study back to 558 00:38:26,510 --> 00:38:29,200 the unemployment case that I was talking about earlier. Go 559 00:38:29,200 --> 00:38:35,480 ahead. Yeah, I read recently that in a CMSWire article, 560 00:38:35,500 --> 00:38:41,640 72% of interactions will involve chat bots by 2022. We'll 561 00:38:41,640 --> 00:38:43,860 see, but even if it doesn't hit that high, I 562 00:38:43,860 --> 00:38:47,600 think, Sheila, your point is well taken, that digital and 563 00:38:47,600 --> 00:38:51,900 AI go hand- in- hand and that it's definitely on 564 00:38:51,900 --> 00:38:56,840 the rise. And even to your point earlier that Mayor 565 00:38:57,120 --> 00:39:00,970 Garcetti signed that executive order to make all city services 566 00:39:01,180 --> 00:39:04,500 contactless and digital, so at Genesys we saw an increase 567 00:39:04,500 --> 00:39:08,240 in the adoption of cloud AI and automation in government 568 00:39:08,550 --> 00:39:10,930 last year as well, and we expect to continue to 569 00:39:11,370 --> 00:39:15,640 see that in 2021. So this is an example of 570 00:39:15,640 --> 00:39:19,410 that, I'll leave it semi anonymous to which state it 571 00:39:19,410 --> 00:39:24,990 was exactly, but while some businesses like Company Nurse thrived 572 00:39:25,210 --> 00:39:29,170 last year, Sheila pointed out many that didn't survive. And 573 00:39:29,170 --> 00:39:34,500 due to COVID- 19, this particular state's unemployment agency saw 574 00:39:34,550 --> 00:39:39,100 a gigantic spike in unemployment just in one month around 575 00:39:39,150 --> 00:39:43,990 the February, March timeframe. To put that in perspective, they 576 00:39:43,990 --> 00:39:49,840 received 20 months of unemployment claims in just a single 577 00:39:49,840 --> 00:39:55,350 month when the pandemic hit, and their existing 25 year 578 00:39:55,350 --> 00:40:01,860 old IVR technology didn't scale and they were abandoning, at 579 00:40:01,860 --> 00:40:05,760 one point, 2,000, 000 calls per day. And I think 580 00:40:05,760 --> 00:40:09,360 of being that person that was trying to call in 581 00:40:10,170 --> 00:40:12,750 and being one of those 2, 000,000, how frustrating that 582 00:40:12,750 --> 00:40:16,220 would be. So they threw people at the problem and 583 00:40:16,220 --> 00:40:20,550 even with 1, 000 agents in their call center, they 584 00:40:20,550 --> 00:40:24,420 still had to bring in help from state legislator, putting 585 00:40:24,740 --> 00:40:27,460 more employees on the phone and while their citizens were 586 00:40:27,460 --> 00:40:30,160 in a crisis because they lost their job, the agency 587 00:40:30,530 --> 00:40:32,990 was also in a crisis and they needed help. So 588 00:40:33,040 --> 00:40:36,980 they reached out to many providers for quotes for services, 589 00:40:37,500 --> 00:40:40,300 and they needed a trusted advisor to help them throughout. 590 00:40:40,370 --> 00:40:44,650 On their list of essential capabilities, it was pretty straightforward; 591 00:40:44,870 --> 00:40:49,470 cloud automation, fast. And so, in the solution here, the 592 00:40:49,470 --> 00:40:53,100 agency took advantage of our rapid response program we launched 593 00:40:53,100 --> 00:40:56,440 last year to serve our customers, and they quickly stood 594 00:40:56,440 --> 00:40:59,770 up Genesys Cloud IVR for their voice calls. Part of 595 00:40:59,770 --> 00:41:04,030 that program was with our prebuilt integration to Google Dialog 596 00:41:04,030 --> 00:41:07,900 Flow, one of our very strategic partners for that virtual 597 00:41:07,900 --> 00:41:11,920 agent capabilities for both calls and chat on the website. 598 00:41:12,430 --> 00:41:15,020 They were up and running in about two weeks with 599 00:41:15,020 --> 00:41:19,990 a full solution, saw a 350% increase in connected calls 600 00:41:20,560 --> 00:41:24,130 and what that translates to is like a typical February 601 00:41:24,180 --> 00:41:27,320 for this agency would see 70 claims, they processed that 602 00:41:27,320 --> 00:41:30,650 same number in a single day in March. So to 603 00:41:30,650 --> 00:41:33,920 me, this is just a super powerful story of the 604 00:41:34,260 --> 00:41:38,300 power of a cloud platform and being able to integrate 605 00:41:38,300 --> 00:41:45,170 with other strategic partners out there. Just a moment. I'm live. 606 00:41:45,530 --> 00:41:51,030 Platform capabilities, so this is a buyer's guide for 2021. 607 00:41:51,030 --> 00:41:56,370 Perhaps in 2020, you wouldn't have been thinking that having 608 00:41:56,760 --> 00:42:02,620 an orchestration tool, having the ability to perhaps just use 609 00:42:02,750 --> 00:42:08,260 parts of a solution like Genesys Cloud in your contact 610 00:42:08,260 --> 00:42:11,570 center, it might never occur to you, but suddenly in 611 00:42:11,580 --> 00:42:15,650 2021 it does occur to you. You have tens of 612 00:42:15,650 --> 00:42:18,490 thousands of agents and you want to add a capability 613 00:42:18,740 --> 00:42:21,530 like the one that Janelle just talked about for the unemployment 614 00:42:21,530 --> 00:42:24,820 office. It doesn't always mean you have to change everything, 615 00:42:25,280 --> 00:42:27,190 it doesn't mean you have to change all the voice 616 00:42:27,190 --> 00:42:30,070 capabilities that you have and that you've built. But with 617 00:42:30,070 --> 00:42:35,310 platform capabilities and the ability to add those great AI 618 00:42:35,630 --> 00:42:39,920 capabilities from the cloud to your existing platform, that's when 619 00:42:39,920 --> 00:42:42,900 it becomes important to understand, " What can platform do for 620 00:42:42,900 --> 00:42:46,410 me? In that period between now and maybe two or 621 00:42:46,410 --> 00:42:49,810 three or five years when I move off the premises 622 00:42:49,810 --> 00:42:53,640 solution that I have, how can I start taking advantage 623 00:42:53,890 --> 00:42:57,200 of the cloud?" And I think platform capabilities are key 624 00:42:57,200 --> 00:43:02,610 to that, because even without changing your entire operation, you 625 00:43:02,610 --> 00:43:06,020 can get some of those benefits of faster time to 626 00:43:06,020 --> 00:43:10,870 market, like the unemployment office did. Increased iteration time, being 627 00:43:10,870 --> 00:43:16,710 able to change things more quickly and increased stakeholder engagement 628 00:43:16,710 --> 00:43:20,330 and satisfaction because they can make some of the changes 629 00:43:20,330 --> 00:43:22,810 that need to be made without having to go to 630 00:43:22,810 --> 00:43:26,540 IT necessarily every time. So you may not have been 631 00:43:26,540 --> 00:43:28,770 thinking about it a year ago, but as you speak 632 00:43:28,830 --> 00:43:32,150 to the vendors that you're thinking about as you take 633 00:43:32,150 --> 00:43:37,310 the next steps in your contact center solution journey, make 634 00:43:37,310 --> 00:43:39,110 sure that this is on that list of things that 635 00:43:39,110 --> 00:43:46,350 you're looking for and at. So what are legacy call 636 00:43:46,350 --> 00:43:52,650 centers not delivering right now? Integrated digital channels, how often 637 00:43:52,650 --> 00:43:56,000 do I see a contact center that has perhaps a 638 00:43:56,000 --> 00:44:00,020 great voice contact center, but they've used a different vendor 639 00:44:00,020 --> 00:44:04,100 for email and maybe a different vendor for chat, and 640 00:44:04,100 --> 00:44:06,720 none of that is integrated. And that agent who's on 641 00:44:06,730 --> 00:44:11,040 the voice contact center gets no data necessarily from those 642 00:44:11,040 --> 00:44:15,360 digital engagements, so it's almost impossible for that agent to 643 00:44:15,360 --> 00:44:20,740 have context. Robust support from remote and mobile workforce, and 644 00:44:20,740 --> 00:44:23,960 that means both for the contact center solution as well 645 00:44:23,960 --> 00:44:28,890 as for the workforce engagement management applications. That seamless front 646 00:44:28,890 --> 00:44:32,510 office, back office communications. As we talked about, it doesn't 647 00:44:32,510 --> 00:44:35,360 have to be one solution as long as there is 648 00:44:35,360 --> 00:44:38,840 a tight integration between the two, like Genesys is doing 649 00:44:38,840 --> 00:44:43,700 with Microsoft Teams. Legacy call centers, it's difficult for them 650 00:44:43,700 --> 00:44:47,730 to use artificial intelligence and to help you have that 651 00:44:47,730 --> 00:44:51,480 innovation, and so it makes hard to have that agility to 652 00:44:51,480 --> 00:44:56,380 make changes quickly based on business needs. I mean those 653 00:44:56,380 --> 00:45:01,160 of us who worked at legacy contact centers know, typically they're told, " Maybe next 654 00:45:01,160 --> 00:45:06,160 year, maybe." And we're in a world where we need 655 00:45:06,160 --> 00:45:11,460 that by next week, " Maybe next year," doesn't work anymore. So 656 00:45:11,460 --> 00:45:15,420 we're going to go to our final poll question. Among the areas 657 00:45:15,680 --> 00:45:20,340 that we discussed today, what is your top priority for 658 00:45:20,340 --> 00:45:27,130 customer experience technology investment in 2021? Is it digital engagement, 659 00:45:27,480 --> 00:45:30,960 expanding the number of channels that you have, integrating it 660 00:45:31,270 --> 00:45:34,870 more closely to the voice channel? Is it workforce engagement, 661 00:45:35,950 --> 00:45:42,650 integrated collaboration and contact center technology, or artificial intelligence and 662 00:45:42,650 --> 00:45:50,220 automation? All good choices. Hold on. Again, I think it 663 00:45:50,220 --> 00:45:54,970 depends on where our audience is at, because digital engagement 664 00:45:54,970 --> 00:45:58,090 and AI go hand- in- hand. Some might already be 665 00:45:58,190 --> 00:46:03,820 using it, some might be evolving to more channels. I 666 00:46:03,820 --> 00:46:08,500 also read a study where, I think, by 2022 the 667 00:46:08,500 --> 00:46:11,530 use of workforce engagement in the cloud will be at 668 00:46:11,890 --> 00:46:16,210 94% so maybe it's on- premise, by working the cloud. 669 00:46:16,460 --> 00:46:20,720 I also have seen a pivot where many companies are 670 00:46:20,720 --> 00:46:25,960 using workforce optimization, where it's very focused on operational efficiency, 671 00:46:26,290 --> 00:46:29,750 and to your point earlier with the gamification example, really 672 00:46:29,750 --> 00:46:33,020 shifting more towards that focus with the employee, especially in 673 00:46:33,020 --> 00:46:37,010 this virtual world of workforce engagement, so I'm intrigued to 674 00:46:37,010 --> 00:46:38,430 see where we're going to be at. What do you 675 00:46:38,430 --> 00:46:43,970 think, Sheila? I think digital, I mean I think that's 676 00:46:43,970 --> 00:46:47,960 the pressing need for a lot of businesses, that they 677 00:46:48,000 --> 00:46:50,110 may not have been doing that as well as they'd 678 00:46:50,110 --> 00:46:58,720 like, but we will see. It's time. Aha! You were 679 00:46:58,720 --> 00:47:05,020 right. Interesting. Well, I wanted you to say it. Well, 680 00:47:05,020 --> 00:47:10,400 look at the tie between integrated collaboration and AI actually, 681 00:47:10,400 --> 00:47:15,600 that's interesting. Right, because they're so different, right? Yeah. They're 682 00:47:15,600 --> 00:47:18,980 very different. One is probably more contact center focused, the 683 00:47:18,980 --> 00:47:22,410 AI, and the other is more enterprise focused, but it 684 00:47:22,410 --> 00:47:24,780 comes back to what you said about sales, service and 685 00:47:24,780 --> 00:47:27,950 marketing. We're not going to get there without the integrated 686 00:47:27,950 --> 00:47:33,110 collaboration, I think, so excellent. It's always interesting to learn 687 00:47:33,110 --> 00:47:38,350 something about how people are thinking, that's why the poll, this is not 688 00:47:38,350 --> 00:47:39,990 for us as it is for them, but you get 689 00:47:39,990 --> 00:47:41,830 to see what your peers are thinking as well. So 690 00:47:41,830 --> 00:47:46,760 I am now going to move it to you to 691 00:47:46,760 --> 00:47:51,120 finish up on the Genesys vision. Fabulous. Well, we highlighted 692 00:47:51,120 --> 00:47:54,800 these essential capabilities that we just reviewed in the poll. 693 00:47:54,800 --> 00:47:59,830 Top of line, digital engagement, integrated UC and CC, artificial 694 00:47:59,830 --> 00:48:05,360 intelligence, workforce engagement. As you evaluate providers for these essential 695 00:48:05,360 --> 00:48:09,440 capabilities, you need to ultimately improve customer experience. Let me 696 00:48:09,440 --> 00:48:12,500 just leave you with this final point that relates to 697 00:48:12,500 --> 00:48:16,960 our vision for our customers. When it comes to customer 698 00:48:16,960 --> 00:48:22,200 experience, of course your customers want their issues resolved quickly and 699 00:48:22,200 --> 00:48:26,750 correctly, and we know that efficiency and effectiveness, they're always 700 00:48:26,750 --> 00:48:29,420 going to be important for your contact centers to be 701 00:48:29,420 --> 00:48:31,790 able to support and for your company to be able 702 00:48:31,790 --> 00:48:36,080 to support. But don't forget that your customers along the 703 00:48:36,390 --> 00:48:40,250 way, especially now more than ever, want to be treated 704 00:48:40,250 --> 00:48:43,180 with empathy, or in other words to be to heard 705 00:48:43,180 --> 00:48:47,540 and understood. So experience as a service is the Genesys 706 00:48:47,540 --> 00:48:51,520 vision that helps you put empathy at the center of 707 00:48:51,520 --> 00:48:56,570 each experience. It's the key ingredient, along with efficiency and 708 00:48:56,570 --> 00:49:01,880 effectiveness, that helps foster trust with your customers to ultimately 709 00:49:01,880 --> 00:49:06,210 drive loyalty. So here at Genesys, we're making experience as 710 00:49:06,210 --> 00:49:09,810 a service a reality by helping you use the right 711 00:49:09,810 --> 00:49:13,430 combination of technology so that you can truly personalize those 712 00:49:13,430 --> 00:49:17,980 experiences at scale. And that right combo of tech, it 713 00:49:17,980 --> 00:49:22,520 starts with data from any system or any engagement, including 714 00:49:22,520 --> 00:49:25,410 the one going on in the moment. Then, with the 715 00:49:25,410 --> 00:49:30,060 power of cloud and by applying AI, you can process 716 00:49:30,060 --> 00:49:33,730 this data in real- time, you can decipher the customer's 717 00:49:33,730 --> 00:49:36,270 intent and predict how and when to interact with them 718 00:49:36,270 --> 00:49:39,870 further and with this understanding of your customers, you can 719 00:49:39,870 --> 00:49:43,950 quickly then provide that relevant and personalized experience with those 720 00:49:43,950 --> 00:49:48,260 engagement tools like in the Ethiopia example that spans marketing, 721 00:49:48,260 --> 00:49:52,840 sales and services. So ultimately, your customers will feel like 722 00:49:52,840 --> 00:49:55,980 they're a priority to you, they'll feel cared for as 723 00:49:55,980 --> 00:50:00,970 individuals, sometimes that literally is a life or death situation, 724 00:50:01,040 --> 00:50:04,400 and they feel uniquely understood. They won't have to repeat 725 00:50:04,400 --> 00:50:08,580 themselves, their issues will be resolved, sometimes even before they 726 00:50:08,580 --> 00:50:13,640 know it, with compassion. So integrated data, AI, engagement tools 727 00:50:13,640 --> 00:50:17,620 with that cloud interactive ability and choice really are at 728 00:50:17,620 --> 00:50:22,130 the heart of the essential capabilities we see companies needing, 729 00:50:22,480 --> 00:50:24,960 now and for the future. So with the trends that 730 00:50:24,960 --> 00:50:29,070 Sheila shared, the customer examples that I highlighted, know that 731 00:50:29,600 --> 00:50:33,910 this combination of tech that fuels this vision of experience 732 00:50:33,950 --> 00:50:36,950 as a service, is possible because the technologies we talked 733 00:50:36,950 --> 00:50:40,270 about today are finally at that right level of maturity 734 00:50:40,270 --> 00:50:43,230 and within reach for any company. So with this vision, 735 00:50:43,700 --> 00:50:46,590 you as a business can truly take a more customer- 736 00:50:46,590 --> 00:50:50,170 centric approach with your business and with your engagement with 737 00:50:50,290 --> 00:50:55,020 customers. So with all that said, Josh, I think I'll 738 00:50:55,020 --> 00:50:56,700 turn it over to you to see if there's any 739 00:50:57,020 --> 00:51:02,130 questions. Thanks, Janelle. So, just to get started, we do have 740 00:51:02,130 --> 00:51:03,960 a few questions that have already come in, but as 741 00:51:03,960 --> 00:51:06,770 a reminder to everybody in the audience, to participate in 742 00:51:06,770 --> 00:51:09,350 today's Q& A, just submit those into the Q& A 743 00:51:09,350 --> 00:51:11,470 window below the slides and we'll get to as many 744 00:51:11,470 --> 00:51:13,540 as we can with the little time that we have 745 00:51:13,540 --> 00:51:16,290 remaining today. As I mentioned before, though, there is a 746 00:51:16,290 --> 00:51:17,820 chance that we're not going to be able to get to 747 00:51:17,820 --> 00:51:19,940 all of the questions today, so if we do not 748 00:51:19,940 --> 00:51:22,770 answer your question aloud, what we'll do is we'll follow 749 00:51:22,770 --> 00:51:25,130 up with you via email within the next few business 750 00:51:25,130 --> 00:51:28,810 days. To kick things off, as we do have a couple 751 00:51:28,810 --> 00:51:32,050 of live questions in here now, so I think this 752 00:51:32,050 --> 00:51:34,590 is going to be directed more towards you, Sheila. The 753 00:51:34,590 --> 00:51:38,070 first question is, " Is the change for digital a resource 754 00:51:38,310 --> 00:51:42,310 of COVID- 19 or more because of the younger demographics 755 00:51:42,340 --> 00:51:45,390 of customers like Gen Y and Gen Z using more 756 00:51:45,390 --> 00:51:49,980 apps and SMS and chat?" One of the things that 757 00:51:49,980 --> 00:51:53,990 I've been talking about is that, what COVID has done 758 00:51:53,990 --> 00:51:59,980 is accelerate a need that was already there. I think 759 00:52:01,020 --> 00:52:05,900 we weren't, as an industry, providing the digital choices that 760 00:52:05,900 --> 00:52:10,170 consumers wanted. There was a gap between what consumers wanted 761 00:52:10,170 --> 00:52:13,730 and what we were delivering, just like when I talked 762 00:52:13,730 --> 00:52:17,590 about the retail apocalypse. There was a gap and so 763 00:52:17,640 --> 00:52:21,390 what COVID has done is highlight that gap, because to 764 00:52:21,790 --> 00:52:24,910 the point of the questioner, the Gen Zs and the 765 00:52:24,910 --> 00:52:28,430 Millennials were looking for these choices, we just weren't delivering 766 00:52:28,430 --> 00:52:32,500 them. Now, everybody is looking for them, everybody's a Gen 767 00:52:32,500 --> 00:52:37,710 Z. Even my 93 year old father- in- law has 768 00:52:37,710 --> 00:52:40,460 suddenly had to become a Gen Z, because the only 769 00:52:40,460 --> 00:52:42,770 to make his appointment for a vaccine was to do 770 00:52:42,770 --> 00:52:46,130 it online. So I think what it's done is accelerate, 771 00:52:46,380 --> 00:52:50,030 and it's really two trends coming together and reinforcing one 772 00:52:50,030 --> 00:52:57,950 another. Then as a follow up, this individual asks, " Do 773 00:52:57,950 --> 00:53:01,840 you see CX as a separate function from CCaaS, or 774 00:53:01,840 --> 00:53:07,330 an integral part of the platform?" Interesting, I saw that 775 00:53:07,330 --> 00:53:10,340 question and I was thinking about it. CCaaS is a 776 00:53:10,340 --> 00:53:17,640 technology. It's very specific, it's something you buy. Customer experience, 777 00:53:17,790 --> 00:53:21,780 to me, is a strategy. It's, " What is our strategy 778 00:53:22,030 --> 00:53:27,330 to deliver to our customers an overall experience that keeps 779 00:53:27,330 --> 00:53:30,870 them with us?" So I see them as quite separate. 780 00:53:31,100 --> 00:53:34,770 The other thing is, for me, customer experience includes more 781 00:53:34,770 --> 00:53:40,840 technologies than just CCaaS, it includes customer relationship management, it 782 00:53:40,840 --> 00:53:45,990 includes workforce engagement management, so to me, CCaaS is a 783 00:53:45,990 --> 00:53:49,090 much broader term, but it's also, to me, more of 784 00:53:49,090 --> 00:53:52,790 a, " What is the company CCaaS strategy? Not who is 785 00:53:52,790 --> 00:53:56,750 their vendor." Can I just add to that? Improving customer 786 00:53:56,750 --> 00:54:00,060 experience is a business outcome, I mean you could Google 787 00:54:00,820 --> 00:54:03,640 tons of different studies out there that show the impact 788 00:54:03,640 --> 00:54:07,760 to a company's bottom line when you focus on improving 789 00:54:08,130 --> 00:54:11,280 customer experience. And to Sheila's point, too, I totally agree 790 00:54:11,280 --> 00:54:16,120 to that, but CCaaS technology is part of that strategy 791 00:54:16,120 --> 00:54:23,530 to direct towards that outcome. Awesome. Thanks, guys. I'll direct 792 00:54:23,530 --> 00:54:26,670 this question to you, Janelle, and, Sheila, you're welcome to 793 00:54:26,990 --> 00:54:30,600 follow up. This individual is moving from an on- premise 794 00:54:31,870 --> 00:54:34,850 setup to a unified communication spot where blending CCaaS and 795 00:54:34,850 --> 00:54:38,890 UCaaS with a cloud based provider. If you have any 796 00:54:38,890 --> 00:54:43,100 recommendations, how would you suggest they choose, or what would 797 00:54:43,100 --> 00:54:48,030 you suggest they choose in that direction? It's difficult for 798 00:54:48,030 --> 00:54:51,010 me to answer that with any wisdom when I don't 799 00:54:51,010 --> 00:54:54,560 know your business requirements, so it really comes down to 800 00:54:54,610 --> 00:54:58,130 what are your business needs and business requirements and what 801 00:54:58,130 --> 00:55:01,760 you use cases are you looking to support, like with 802 00:55:01,760 --> 00:55:07,620 meetings, with video, with unified chat across the contact center 803 00:55:07,680 --> 00:55:10,890 presence, et cetera, et cetera. So know that you have 804 00:55:10,890 --> 00:55:14,650 options out there, like for instance with Genesys, we integrate 805 00:55:14,650 --> 00:55:18,400 with Zoom, we have native capabilities, we integrate with Microsoft 806 00:55:18,400 --> 00:55:22,290 Teams as I mentioned before with the Integral Care example. 807 00:55:22,290 --> 00:55:25,490 So really happy to partner with you and dig into 808 00:55:25,490 --> 00:55:29,180 your contact center requirements to really answer that with a 809 00:55:29,470 --> 00:55:34,300 more educated response to your business. That's actually a good 810 00:55:34,780 --> 00:55:37,230 point, too, Janelle. There's going to be a survey that pops up 811 00:55:37,230 --> 00:55:39,410 at the end of today's presentation asking if you would 812 00:55:39,410 --> 00:55:44,230 like your local Genesys account representative to reach out. So 813 00:55:44,230 --> 00:55:46,780 if you want additional information, go ahead and mark yes 814 00:55:46,780 --> 00:55:48,540 to that question in the survey, and we'll be sure 815 00:55:48,540 --> 00:55:50,750 to follow up with you with any additional information you're 816 00:55:51,020 --> 00:55:57,530 interested in learning.- Let me follow up a little bit 817 00:55:57,530 --> 00:56:02,380 on the question, Josh, if I may. It's interesting, one 818 00:56:02,380 --> 00:56:04,940 could look at UC and CC and say, " I want 819 00:56:04,940 --> 00:56:09,270 one vendor and not two vendors," but if you actually 820 00:56:09,270 --> 00:56:11,690 look at a vendor who says they have UC and 821 00:56:11,690 --> 00:56:15,540 CC, you may find that their CC is coming from 822 00:56:15,540 --> 00:56:18,860 a different company so it's really not one solution, it's 823 00:56:18,860 --> 00:56:22,010 two. Or you may find that a company that has 824 00:56:22,010 --> 00:56:29,260 two solutions has a two partners, like Genesys plus Zoom 825 00:56:29,260 --> 00:56:33,870 or some other context and a plus Teams. What looks 826 00:56:33,870 --> 00:56:38,090 like two separate solutions, really if you understand the technology 827 00:56:38,090 --> 00:56:41,440 behind how they're integrated, it may be tighter than somebody 828 00:56:41,440 --> 00:56:45,090 that looks like one solution. So you really have to 829 00:56:45,090 --> 00:56:47,730 scratch the surface, or I think the advice I would 830 00:56:47,730 --> 00:56:51,470 have is, make sure you sort of understand the genesis 831 00:56:51,470 --> 00:56:54,820 of the technology in each case and how well they 832 00:56:54,820 --> 00:56:59,440 integrate, what does integration mean with that particular solution? Does 833 00:56:59,440 --> 00:57:03,410 it mean four- digit dialing from you to somebody who's 834 00:57:03,410 --> 00:57:07,000 not in the contact center? Does it mean that something 835 00:57:07,000 --> 00:57:09,850 that you chat to somebody not in the contact center, 836 00:57:10,030 --> 00:57:12,980 can get captured in the contact center record? You want 837 00:57:12,980 --> 00:57:16,250 to ask those kinds of questions, it's less about whether 838 00:57:16,250 --> 00:57:23,210 it's one vendor, it's how the applications work together. Awesome. 839 00:57:24,260 --> 00:57:27,160 So unfortunately that is all the time we have today. 840 00:57:27,160 --> 00:57:29,080 I know that there are a handful of questions that 841 00:57:29,080 --> 00:57:31,210 we did not get to today, so do not fret, we 842 00:57:31,210 --> 00:57:33,420 will respond to you via email within the next few 843 00:57:33,420 --> 00:57:36,150 business days. However, if you are looking for more of 844 00:57:36,150 --> 00:57:38,120 a prompt response, you can always feel free to reach 845 00:57:38,120 --> 00:57:41,400 out to us at genesys. com, no caps or 846 00:57:41,400 --> 00:57:44,410 spaces, and we'll get back to you as quickly and 847 00:57:44,410 --> 00:57:48,490 promptly as we can. So with that being said, to 848 00:57:48,490 --> 00:57:52,260 wrap today. First off, I know that you're wanting additional 849 00:57:52,260 --> 00:57:55,080 information about today's topic, so be sure check out that 850 00:57:55,080 --> 00:57:59,240 resource list. That's going to have the 2021 Contact Center 851 00:57:59,240 --> 00:58:01,990 Buyer's Guide bundle that will give you additional information on 852 00:58:02,040 --> 00:58:05,650 all of the topics that we discussed today. In addition 853 00:58:05,650 --> 00:58:07,660 to that, I mentioned a survey that's going to show 854 00:58:07,660 --> 00:58:10,630 up at the end of today's presentation. We encourage you 855 00:58:10,630 --> 00:58:12,670 to fill that survey out, it shouldn't take you more 856 00:58:12,670 --> 00:58:14,840 than a couple of minutes, but we tailor all of 857 00:58:14,840 --> 00:58:17,790 these webinars and presentations to exactly what you want to 858 00:58:17,790 --> 00:58:21,040 hear and learn more about with respect to contact center technology. 859 00:58:21,290 --> 00:58:23,110 So go ahead and fill that out, and we'll be 860 00:58:23,110 --> 00:58:26,900 sure to incorporate that feedback into the future Genesys presentations 861 00:58:26,900 --> 00:58:31,520 and webinars. And also, Janelle mentioned if you want to 862 00:58:31,520 --> 00:58:34,400 learn more about Company Nurse, there is the Take A 863 00:58:34,400 --> 00:58:36,730 Moment Podcast as well as the Tech Talks in Twenty 864 00:58:36,730 --> 00:58:39,190 Podcast, so I encourage you to check that out on 865 00:58:39,190 --> 00:58:42,090 basically any podcast application that you listen, or you can 866 00:58:42,090 --> 00:58:46,750 check us out on Genesys. com/ podcasts. So with all 867 00:58:46,750 --> 00:58:50,320 that information being said, on behalf and Sheila, Janelle and 868 00:58:50,320 --> 00:58:52,770 the entire Genesys team, I want to thank you again 869 00:58:52,770 --> 00:58:57,410 for joining today's 2021 Contact Center Buyers Guide webinar. Until 870 00:58:57,410 --> 00:59:02,480 next time, have a good one, everyone. Thank you. Thank 871 00:59:02,480 --> 00:59:02,500 you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys Monthly Demo See Genesys Cloud in action: Predictive Engagement [cutoff co_thick="2px"][webinarschedulesingle]Making sure customers get to where they need to be is vital. In this live demo of the Genesys CloudTM platform, you’ll see how predictive engagement can influence web customers, invoke digital chat and use voice when escalations are required. This demo also covers: Web interactions and Genesys web widgets Digital chatting with an option to escalate to voice, on demand Personal script pages and more [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kzHZQAY"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry Webinar Meet 2021 call center KPIs with a CRM-hosted CTI [cutoff co_thick="2px"]Wednesday, January 6 @ 8 AM PT The right computer telephony integration (CTI) solution can help you exceed 2020 contact center KPIs — and get your performance on track for 2021. Empower your agents to efficiently serve customers and gain visibility into interactions for intelligent decision-making. With InGenius for the Genesys Cloud™ platform, you get features like screen pop, click-to-dial, automated call logging and call reports. Join us on January 6th to learn how CTI can: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001ky7iQAA"] Meet the Speaker Keith Berg General Manager, Contact Center Productivity Upland Software AppFoundry Webinar How to keep up with complex and evolving reporting requirements [cutoff co_thick="2px"]Thursday, December 17 at 8 AM PT Whether you’ve recently migrated to the cloud or made the move a while ago, you’ve probably identified gaps in your reporting and analytics. And you’re probably wondering how to bridge those gaps from your previous platform — while meeting changing reporting requirements. This is particularly true for enterprise environments with multiple reporting tools like Salesforce, Zendesk and more. In this webinar, you’ll learn how getting the right data — in real time — improves your position in the market. Together, eMite and Genesys make post-migration reporting seamless.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyzaQAA"] Meet the Speakers Lacey Emery National Director eMite Tyrel Jensen Senior Solutions Consultant eMite Genesys Webinar Genesys Innovations - Quarterly Webinar [webinarschedule][cutoff co_thick="2px"]65% of organizations will have shifted to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past, according to IDC. Change is inevitable but it doesn’t have to be hard. Creating the best customer experiences requires having the best solutions at your fingertips. Genesys continues to work hard to equip you with just that. Join us in this quarterly webinar to learn about our latest innovations and capabilities. Hear from Genesys product leaders about our latest enhancements across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, outbound and more. You’ll also hear how Genesys is delivering new capabilities that support our vision of Experience as a Service. We’ll dive into how these new capabilities and features can benefit your business and customer experiences today no matter what solution or deployment you’re on. Register now for this webinar to learn about: How innovation drives Experience as a Service What’s new in Genesys Cloud and Genesys Engage with its multicloud architecture How these innovations can positively impact your business [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyYZQAY"] Meet the Speakers Tejus Korde VP, Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys Monthly Demo See Genesys Cloud in action: Accurately plan for 2021 with WEM [cutoff co_thick="2px"][webinarschedulesingle]Recognizing patterns from this year allows you to accurately plan for 2021. The artificial intelligence (AI)-powered forecasting engine in Genesys CloudTM Workforce Engagement Management capabilities uses seasonal, trend and stationary data to identify outliers and detect patterns. In this month’s Genesys Cloud demo, we’ll review everything you need to start 2021 on the right foot. We’ll discuss what forecasting is, why it’s important and, more importantly, how the Genesys AI-powered forecasting engine helps you prepare for what’s to come.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyVaQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys AppFoundry Webinar Improve efficiency with AI and automation in 2021 [cutoff co_thick="2px"]Wednesday, November 18, 2020 at 8 AM PT Contact centers struggle with efficiency in the new normal of remote work. According to McKinsey, agents spend 19% of their time looking for answers or tracking down help. And admins waste time managing and updating resources. In 2021, improved contact center ROI is as simple as eliminating the unnecessary steps it takes to find answers and manage information. Join our panel of experts to find out on how automation and intelligent integrations can improve efficiency and drive ROI. You’ll learn how: Artificial intelligence (AI) changes how contact centers operate remotely Next-generation AI is transforming chat, messenger and voice Agent-assist technology can save teams valuable hours of work per week [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyH9QAI"] Meet the Speakers Jim Whatton Vice President, Solution Consulting Genesys Dan Stoops Solutions Architect Genesys Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Solutions Architect Shelf Webinar Bytes All your Contact Center AI security questions answered [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security. Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,950 Thanks, Wendy. So, contact center AI offered by Google and Genesys 2 00:00:05,950 --> 00:00:10,260 is an integrated solution. And what it means is that it gives you 3 00:00:10,260 --> 00:00:14,610 the best of both worlds. Genesys is a leader in 4 00:00:14,610 --> 00:00:18,120 contact center space and Google is in AI space. So, 5 00:00:18,120 --> 00:00:21,980 we come together, we integrate our products and we offer 6 00:00:21,980 --> 00:00:26,540 it to our end customers. It is an omnichannel solution so that 7 00:00:26,540 --> 00:00:30,470 means you can have a chat integration, voice integration and 8 00:00:30,470 --> 00:00:35,360 social media integration out of the box. Typically, contact center 9 00:00:35,390 --> 00:00:39,550 AI solution needs to take care of three different kinds 10 00:00:39,550 --> 00:00:43,700 of stakeholders. First stakeholder is the end customer. So, end 11 00:00:43,910 --> 00:00:47,170 customer calls in into the contact center and they are 12 00:00:47,170 --> 00:00:51,220 either interacting with the bot or they are interacting with 13 00:00:51,220 --> 00:00:55,020 the human agent. So, human agents are our second stakeholders. 14 00:00:55,540 --> 00:01:00,330 And the third stakeholder are basically agent managers or customer 15 00:01:00,330 --> 00:01:04,960 experience executives because they need transparency into the contact center. 16 00:01:04,980 --> 00:01:09,360 Remember contact center, mostly handles unstructured data that is like 17 00:01:09,590 --> 00:01:13,550 voice or chat. And it is very important to take this unstructured data and create structure and information out of this data. And Google AI can help 18 00:01:13,550 --> 00:01:25,370 you dig this unstructured data and create structure out of 19 00:01:25,370 --> 00:01:27,490 it. Toby, do you want to add something to that? 20 00:01:27,490 --> 00:01:32,510 Yeah, definitely. I think that I'd also like to break it down a little 21 00:01:32,780 --> 00:01:34,970 bit about where the technology comes from and what it 22 00:01:34,990 --> 00:01:40,000 actually means for contact center operators. So, just to set 23 00:01:40,000 --> 00:01:42,530 a little bit of interesting background here. So, contact center 24 00:01:42,530 --> 00:01:47,670 AI is actually made up of, I'd say three big 25 00:01:47,670 --> 00:01:51,850 separate components that are integrated into Genesys ecosystem. One of them is 26 00:01:51,850 --> 00:01:54,990 CCAI virtual agents, which is based on a piece of 27 00:01:54,990 --> 00:01:58,850 software called Dialogue Flow. Dialogue Flow is actually a platform 28 00:01:59,630 --> 00:02:03,010 that's used program, Google Assistant at Google. So, this is 29 00:02:03,010 --> 00:02:05,090 actually the same piece of software that developers use to 30 00:02:05,090 --> 00:02:09,470 actually build their voice applications for AI assistance. On the 31 00:02:09,470 --> 00:02:13,150 second one is Agent Assist. This is actually a piece 32 00:02:13,150 --> 00:02:16,480 of software prides provides AI augmentation for our contact center 33 00:02:16,480 --> 00:02:21,100 agent's job helping them go and fill in fields automatically 34 00:02:21,280 --> 00:02:23,780 or giving them turn by turn guidance for solving a 35 00:02:23,780 --> 00:02:27,850 complex issue. And finally, there's also Insights AI. And so, 36 00:02:27,850 --> 00:02:30,760 what this does is it actually surfaces all the information 37 00:02:30,760 --> 00:02:33,360 that the artificial intelligence is actually seeing out in the 38 00:02:33,360 --> 00:02:37,790 field at your contact center in a digestible format. So, 39 00:02:37,790 --> 00:02:41,060 what does it actually mean? Especially, I would say Dialogue 40 00:02:41,060 --> 00:02:43,700 Flow is the one CCAI virtual agent, which based on Dialogue 41 00:02:43,700 --> 00:02:46,770 Flow is when I get the most questions on from contact center 42 00:02:46,770 --> 00:02:51,410 operators. This is a combination of some things there are 43 00:02:51,410 --> 00:02:54,210 net new and also things that are kind of just 44 00:02:54,210 --> 00:02:57,040 like next generation of tasks you already do for your 45 00:02:57,040 --> 00:03:00,300 contact center. I'd say the most relatable thing is the 46 00:03:00,300 --> 00:03:04,340 thing that most next generation. So, if say your program 47 00:03:04,340 --> 00:03:09,500 menu, oftentimes nowadays you'll use a keyword recognition system, something 48 00:03:09,500 --> 00:03:12,190 where if somebody says something like pay my bill, that 49 00:03:12,190 --> 00:03:14,720 will go to the pay bill menu and walk you 50 00:03:14,720 --> 00:03:18,140 through that. The next generation gear, when you actually using 51 00:03:18,140 --> 00:03:22,010 something like CCAI virtual agent is people can express themselves 52 00:03:22,010 --> 00:03:24,330 however they want and the system will still capture it. 53 00:03:24,620 --> 00:03:30,230 So, something like, " Hey, I want to pay my bill 54 00:03:30,230 --> 00:03:33,120 now. Is it possible to do it by a credit 55 00:03:33,120 --> 00:03:35,820 card?" It would be able to actually go and pick 56 00:03:35,820 --> 00:03:40,080 up that utterance and still classify the intent as being 57 00:03:40,080 --> 00:03:42,240 pay my bill, even though it was very open ended 58 00:03:42,240 --> 00:03:47,540 and freely expressed. I would say that menu replacements tend 59 00:03:47,540 --> 00:03:49,960 to be the first step that most people actually do 60 00:03:50,030 --> 00:03:52,080 when they use the system. And then they tend to 61 00:03:52,080 --> 00:03:54,110 move on to much more sophisticated use cases, where we 62 00:03:54,250 --> 00:03:58,110 do say automated diagnostics or a resolution of issues even 63 00:03:58,110 --> 00:08:22,800 if it's quite complex. a good one, everyone. AppFoundry Webinar Overcoming remote agent challenges with active voice biometrics [cutoff co_thick="2px"]Tuesday, December 8 at 8:00 AM PT Contact centers managers across all verticals want technology that not only streamlines remote agent productivity but also enhances security. One way to do this is with active voice biometrics authentication that occurs in an IVR — before a caller is even transferred to an agent. In this webinar, we’ll explore how implementing automation, self-service and robust security practices removes the burden on remote agents — especially for routine inquiries, transactions and interactions. LumenVox Active Voice Authentication is compatible with the Genesys Cloud™ platform and enables a quick, convenient and secure contact center authentication strategy that will decrease agent handle time and increase containment.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kz3cQAA"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox Webinar Bytes Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Watch these webinar bytes where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,540 So first and foremost, AI is here to stay. I 2 00:00:02,540 --> 00:00:06,350 don't think I have to tell anyone that. IDC estimates 3 00:00:06,350 --> 00:00:08,540 that this is a market that's going to grow to 4 00:00:08,540 --> 00:00:13,770 $ 97 billion by 2023, and that over 50% of 5 00:00:13,770 --> 00:00:17,290 interactions are going to be augmented or enriched by AI. 6 00:00:17,820 --> 00:00:20,260 But what we want to do is inspire any chief 7 00:00:20,260 --> 00:00:24,560 marketing officers or chief experience officers to understand how AI 8 00:00:24,560 --> 00:00:26,940 can help you in the contact center, to make sure 9 00:00:26,940 --> 00:00:29,540 that you have the ability to lobby for some share 10 00:00:29,540 --> 00:00:32,050 of market where your company wants to spend their AI 11 00:00:32,250 --> 00:00:37,640 dollars. The reason that is, is because you want to 12 00:00:37,640 --> 00:00:40,540 be able to differentiate the experience that you give your 13 00:00:40,540 --> 00:00:44,720 customers, and that requires being able to personalize every single 14 00:00:44,720 --> 00:00:48,890 one of those interactions. Now, the need for personalization is 15 00:00:48,890 --> 00:00:51,850 going to stretch beyond what is available on a customer 16 00:00:51,850 --> 00:00:57,420 data platform today. CDPs have the ability to store information 17 00:00:57,420 --> 00:01:00,320 about customers, but if you really want to take that 18 00:01:00,320 --> 00:01:05,030 next level on personalization, it's going to require stitching, enriching, 19 00:01:05,030 --> 00:01:07,690 and augmenting much of that data to be able to 20 00:01:07,690 --> 00:01:12,900 personalize the interactions. If we think about the fact that 21 00:01:13,290 --> 00:01:17,790 50% of these interactions will be augmented by AI, then 22 00:01:17,870 --> 00:01:21,150 we need to go beyond just a single interaction in 23 00:01:21,150 --> 00:01:23,670 a single channel to really be able to understand the 24 00:01:23,670 --> 00:01:28,320 context across many channels over the lifetime of a customer's 25 00:01:28,960 --> 00:01:32,140 relationship with a brand. So being able to harmonize and 26 00:01:32,140 --> 00:01:34,550 understand all of that context is going to be really 27 00:01:34,550 --> 00:01:39,780 important. No AI investment would be complete without the right 28 00:01:39,780 --> 00:01:42,590 level of analytics and reporting. So we want to make 29 00:01:42,590 --> 00:01:46,010 sure that you have the ability to really understand how 30 00:01:46,010 --> 00:01:51,630 your AI investment is performing, the optimization and really be 31 00:01:51,630 --> 00:01:57,170 able to fine tune this investment. Now, Forrester estimates in 32 00:01:57,170 --> 00:02:02,240 a survey last year that 53% of companies already have 33 00:02:02,240 --> 00:02:06,630 implemented or are implementing some form of artificial intelligence, and 34 00:02:06,630 --> 00:02:09,150 this is great because what we see is that we've 35 00:02:09,150 --> 00:02:13,670 passed critical mass. But it also means that 47% of 36 00:02:13,670 --> 00:02:17,660 companies have not yet deployed artificial intelligence. Now, there's a 37 00:02:17,660 --> 00:02:21,830 couple of barriers to adoption and that can range from 38 00:02:21,880 --> 00:02:26,790 being able to achieve it at scale, to security, to 39 00:02:26,790 --> 00:02:30,880 adoption, and even some of the conversational intelligence. But what 40 00:02:30,880 --> 00:02:33,790 I want to leave you with today is how Genesys 41 00:02:33,860 --> 00:02:37,050 is helping you overcome some of those challenges. So I'm 42 00:02:37,050 --> 00:02:40,430 going to go through these one by one. We have 43 00:02:40,430 --> 00:02:44,010 made a significant investment in a data science team that 44 00:02:44,030 --> 00:02:48,440 is very focused on AI ethics and algorithmic integrity, and 45 00:02:48,440 --> 00:02:50,980 to be able to deliver some of this AI at 46 00:02:50,980 --> 00:02:55,030 scale. So we have the ability to optimize, orchestrate and 47 00:02:55,030 --> 00:02:58,720 really automate many of these processes. For those of you 48 00:02:58,720 --> 00:03:02,120 that are Genesys customers today, that our Genesys Cloud, our 49 00:03:02,120 --> 00:03:06,470 Genesys Engage and our PureCloud platforms are all 100% secured to 50 00:03:06,470 --> 00:03:07,040 the core. AppFoundry Webinar How voice technology changes the customer experience [cutoff co_thick="2px"]DECEMBER 1 AT 8:00 AM PT Voice technology is transforming the customer experience in the contact center for the better. Gone are the days when voice wasn’t accurate enough or available in enough languages. Having accurate any-context speech recognition at the foundation of your automation technologies can enhance and change the way you operate your contact center. And that can empower you to deliver exceptional customer experiences. In this webinar, Piet Knight from Speechmatics explains how voice technology is the future of enhanced customer experiences — and why you should look to integrate voice technology into your workflow today.[mktoform cta_header="REGISTER NOW" cta_button="Register today!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxvmQAA"] Meet the Speaker Pieter Knight Senior Executive Speechmatics Webinar Bytes Five successful habits of a CX Hero [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDJTIxLS0lMjBTVEFSVCUzQSUyMFBhcm1vbmljJTIwRW1iZWQlMjBmb3IlMjBUaGFuayUyMFlvdSUyMHBhZ2UlMjAtLSUzRSUwQSUyMCUyMCUyMCUyMCUzQ2lmcmFtZSUyMHNyYyUzRCUyMmh0dHBzJTNBJTJGJTJGZ28ucGFybW9uaWMuY29tJTJGd2lkZ2V0JTJGcHJldmlldyUyRjIyMTMlM0Z3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTM3NTIlMjZtb21lbnRJZHMlM0QxMzc1MyUyNm1vbWVudElkcyUzRDEzNzYwJTI2bW9tZW50SWRzJTNEMTM3NTglMjZtb21lbnRJZHMlM0QxNDA1NiUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0UlMEElM0MlMjEtLSUyMEVORCUzQSUyMFBhcm1vbmljJTIwRW1iZWQlMjBmb3IlMjBUaGFuayUyMFlvdSUyMHBhZ2UlMjAtLSUzRQ==Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,689 The first habit is establishing a set of skills that 2 00:00:02,689 --> 00:00:05,210 every agent should have. And as you see on this slide 3 00:00:05,210 --> 00:00:08,360 here, we have listed 10 skills that we at Genesys 4 00:00:08,360 --> 00:00:11,460 feel are really important skills. These are certainly not every 5 00:00:11,460 --> 00:00:16,230 skill, but this is a really good, basic set of 6 00:00:16,230 --> 00:00:19,160 skills that we think are important. So, as you have a 7 00:00:19,160 --> 00:00:23,530 chance to look at this Katarina from your point of 8 00:00:23,530 --> 00:00:26,860 view, which two of these skills do you think are 9 00:00:26,860 --> 00:00:30,860 the most important to providing good customer service? Or if 10 00:00:30,860 --> 00:00:32,469 you see a skill that's not on here, is there 11 00:00:32,469 --> 00:00:37,000 something that's missing here that you think is an important skill? Yeah, 12 00:00:37,000 --> 00:00:41,530 I would like to choose all of them, but I 13 00:00:41,530 --> 00:00:45,510 would like to keep it to a smaller[ inaudible 00: 14 00:00:45,520 --> 00:00:49,180 02: 55]. In order to reach our vision, that is 15 00:00:49,180 --> 00:00:52,730 to be the most customer- friendly company, I think that 16 00:00:52,730 --> 00:00:57,150 it's very important that advisors like Jacob is a good 17 00:00:57,150 --> 00:01:03,290 listener to the customer and also to be assertiveness to 18 00:01:03,290 --> 00:01:09,150 the customer's needs and also get on the same level 19 00:01:09,210 --> 00:01:12,780 as the customer. So, that's very important, but I think 20 00:01:12,780 --> 00:01:16,380 the most important thing for us is that our advisors 21 00:01:16,380 --> 00:01:22,180 are genuine and themselves because that's creates a relation with 22 00:01:22,180 --> 00:01:27,260 the customer and that's very, very important for us. Yeah. 23 00:01:27,260 --> 00:01:29,810 That makes a lot of sense. That authentic bond with 24 00:01:29,810 --> 00:01:32,490 a customer that lets them know that you're truly listening 25 00:01:32,490 --> 00:01:34,950 to them and you truly understand where they're coming from. 26 00:01:36,920 --> 00:01:40,430 Yeah. Yeah. Jacob, what about you? You are talking to 27 00:01:40,430 --> 00:01:44,360 customers all the time. Looking at this list here, which 28 00:01:44,360 --> 00:01:50,230 two skills are most important? I think I put the 29 00:01:50,230 --> 00:01:53,590 two of them together as one actually, and it's listening 30 00:01:53,590 --> 00:01:57,150 and attentiveness. I put this one because I think they 31 00:01:57,150 --> 00:02:00,950 go kind of hand in hand. I think it's very 32 00:02:00,950 --> 00:02:05,530 important to listen and to also pay attention because then 33 00:02:05,530 --> 00:02:08,690 you can pick up the things that the customer is 34 00:02:09,020 --> 00:02:14,070 maybe not telling you because, in my experience, they don't 35 00:02:14,070 --> 00:02:18,460 give their every need at once when they call you 36 00:02:18,460 --> 00:02:21,110 because they might be nervous or they have waited for 37 00:02:21,120 --> 00:02:25,639 a long time. So, it's about reading the signals and 38 00:02:25,650 --> 00:02:29,480 just listening and paying attention to what they say. And 39 00:02:29,480 --> 00:02:33,420 then you can find many more needs than the one 40 00:02:33,510 --> 00:02:38,100 recent, that they are calling you. And after that, it's 41 00:02:38,410 --> 00:02:43,760 resourcefulness that I took because when you listen and you 42 00:02:44,389 --> 00:02:47,520 find all the things that the customer needs, then you 43 00:02:47,520 --> 00:02:51,430 also need to be creative to solve the issue. Because 44 00:02:51,660 --> 00:02:55,320 many times it's might not be our services that is 45 00:02:55,500 --> 00:02:59,460 the best solution for the customer. It might be something 46 00:02:59,460 --> 00:03:01,970 else. So, you will have to be creative and see 47 00:03:03,740 --> 00:03:08,120 in what way you can help the customer. And I 48 00:03:08,120 --> 00:03:12,579 also want to agree with Katarina on being on the 49 00:03:12,579 --> 00:03:16,170 same level as the customer is important like you speak 50 00:03:16,170 --> 00:03:19,850 the same language. And so you kind of have to 51 00:03:19,850 --> 00:03:25,720 be like a chameleon. You have to adapt to who you 52 00:03:25,720 --> 00:03:29,310 talk to and speak their language. So they understand you 53 00:03:29,310 --> 00:03:32,210 and that you feel a special connection with them. And 54 00:03:32,210 --> 00:03:35,240 of course, it has to be genuine also. I think 55 00:03:35,240 --> 00:03:38,430 you can tell very clearly when someone is reading from 56 00:03:38,430 --> 00:03:41,560 a script or they have been trained to say certain 57 00:03:41,560 --> 00:03:42,070 things. Webinar Bytes Genesys + Zoom: Seamless cloud communications for great customer experiences [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,150 Now a little bit about Genesys. We have been around 2 00:00:03,150 --> 00:00:06,910 a long time. We're really uniquely positioned in this industry because 3 00:00:07,710 --> 00:00:11,900 now, when it becomes uniquely valuable, is that we're really 4 00:00:11,900 --> 00:00:15,360 a company that believes in self disruption and we've led 5 00:00:15,360 --> 00:00:19,260 continuous change after continuous change. And today is actually going 6 00:00:19,260 --> 00:00:23,590 to be no different. We started before cloud even existed, 7 00:00:24,020 --> 00:00:27,560 but today we're a global cloud company and we're going 8 00:00:27,560 --> 00:00:31,050 to talk about what that means as well. We've pioneered omni- 9 00:00:31,050 --> 00:00:36,420 channel multi- channel customer engagement because customers keep changing and 10 00:00:36,420 --> 00:00:39,790 more importantly, they are changing how they want to engage. 11 00:00:40,230 --> 00:00:45,390 So today now we power our customer's experiences with AI 12 00:00:45,600 --> 00:00:50,100 fueled by data, across multiple sources, using an agile cloud 13 00:00:50,100 --> 00:00:54,340 culture. And Genesys is really creating the one of the 14 00:00:54,340 --> 00:00:58,100 most scalable cloud- based customer experience platforms in the industry. 15 00:00:58,750 --> 00:01:01,680 But at the end of the day, it's the moment 16 00:01:01,680 --> 00:01:05,610 of truth that really matters. And, it's when that customer connects 17 00:01:06,120 --> 00:01:10,770 and they need help and we help our customers with 18 00:01:10,850 --> 00:01:14,790 billions of different customer interactions every year and all about 19 00:01:14,790 --> 00:01:18,029 helping our customers connect with their customers at that moment 20 00:01:18,200 --> 00:01:23,260 of truth. And as a result of that, customers worldwide, 21 00:01:23,290 --> 00:01:26,719 large global brands trust us with helping them connect with 22 00:01:26,719 --> 00:01:30,710 their customers. So it's great to be here, Randy, thanks 23 00:01:30,710 --> 00:01:35,440 for the opportunity to talk about Genesys and what we're doing with Zoom. All 24 00:01:35,440 --> 00:01:38,250 right. Now we're going to pivot over and talk to 25 00:01:38,290 --> 00:01:41,670 Neil. Same question. Tell us about, in a bit about 26 00:01:41,700 --> 00:01:45,710 Zoom? Yeah. So thank you, Randy. It's great to be 27 00:01:45,710 --> 00:01:48,640 here. So my name is Neil Levonius and I'm a 28 00:01:48,640 --> 00:01:52,320 product marketing lead for Zoom phone, our cloud phone system. 29 00:01:53,460 --> 00:01:56,950 So, you probably know what Zoom is. I think a 30 00:01:56,950 --> 00:01:59,750 lot of people are using it now and really what 31 00:01:59,750 --> 00:02:02,200 our story is? What our vision is? Is that we 32 00:02:02,200 --> 00:02:06,080 are creating a platform that enables video communications to empower 33 00:02:06,080 --> 00:02:10,490 people, to accomplish anything they want to be and to 34 00:02:10,490 --> 00:02:13,510 be always connected. And so when you think about the 35 00:02:13,510 --> 00:02:17,600 way we communicate today, it's radically changed. We have over 36 00:02:17,620 --> 00:02:22,200 300 million daily active meeting participants using the Zoom platform 37 00:02:22,200 --> 00:02:25,640 every day, and they're not just using it for video. 38 00:02:25,840 --> 00:02:29,620 We created this platform that does video. It does chat, 39 00:02:29,670 --> 00:02:34,779 it does phone calls, it supports conference rooms, large webinars 40 00:02:34,779 --> 00:02:37,529 like we're doing right now and all of these different 41 00:02:37,529 --> 00:02:40,330 things. And the reason why this has come about is 42 00:02:40,330 --> 00:02:45,930 because people need flexibility. They're working from everywhere. They're working 43 00:02:45,930 --> 00:02:48,400 on all of these different devices and they want a 44 00:02:48,400 --> 00:02:52,390 consistent user experience across everything. So when I think about 45 00:02:52,390 --> 00:02:54,529 my 14 year old daughter, she's going to be a 46 00:02:54,529 --> 00:02:57,800 sophomore in high school this year. And if I give 47 00:02:57,800 --> 00:02:59,700 her a phone call. If I call her on the 48 00:02:59,700 --> 00:03:01,980 phone like this, it freaks her out. She doesn't know 49 00:03:01,980 --> 00:03:03,700 what that is. She's not going to put a phone 50 00:03:03,700 --> 00:03:06,910 up to her ear because that's so strange. But if 51 00:03:06,910 --> 00:03:09,910 I send her a text message, she responds right away. 52 00:03:09,910 --> 00:03:12,580 Cause she's very happy using text. And then if she 53 00:03:12,580 --> 00:03:14,370 wants to get ahold of me in real time, what 54 00:03:14,370 --> 00:03:17,850 does she do? She FaceTimes me. She sends Zoom because 55 00:03:17,969 --> 00:03:21,310 people are shifting, the culture is shifting to being very 56 00:03:21,310 --> 00:03:24,590 comfortable with video. Now that doesn't discount any of the 57 00:03:24,590 --> 00:03:28,040 other modalities, then that's why you need a platform that 58 00:03:28,040 --> 00:03:30,730 can support all of them. Voice is still very important. 59 00:03:30,760 --> 00:03:32,830 It ends up being the lowest common denominator and how 60 00:03:32,830 --> 00:03:35,830 we communicate because it's a ubiquitous platform that can be 61 00:03:35,830 --> 00:03:38,530 found everywhere, but then people are very comfortable with chat, 62 00:03:38,600 --> 00:03:41,670 SMS and then video, when you want to have that 63 00:03:41,670 --> 00:03:45,060 more personal touch. So that's what the Zoom platform has 64 00:03:45,060 --> 00:03:48,390 really been designed for. And then partnering with companies like 65 00:03:48,410 --> 00:03:52,510 Genesys to bring our capabilities together, to provide this really 66 00:03:52,510 --> 00:03:55,840 best of breed solution is very exciting. Exclusive live demo webinar Take control of digital channels with predictive engagement [cutoff co_thick="2px"][webinarschedule]Website traffic is on the rise. So, prioritizing, engaging and personalizing every customer experience can be tricky. The right solution lets you monitor real-time web traffic to broaden customer journey data. And that means you can create experiences that drive business results in your contact center. In this live demo webinar, you’ll see how predictive capabilities give you the data needed to tailor customer experiences and drive results. The solution allows you to: Understand your customers Identify what your customers need to route to the best resources Know when to engage customers during their journeys on the most effective channel [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxqXQAQ"] Meet the Speakers Richard McCrossan Digital AI Sales Lead Genesys Joe Ciuffo Director, Product Marketing Genesys Demo Webinar Integrate Microsoft Teams with Genesys Cloud Simplify communication and collaboration for great customer experiences [cutoff co_thick="2px"][webinarschedule]With more employees working from home, businesses must adapt. Keeping employees connected and engaged is a challenge. This has led to an uptick in collaboration tools like Microsoft Teams. The Genesys CloudTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences — from anywhere. In this on-demand demo, you’ll learn how a single collaboration interface can: Boost agent productivity Improve first-contact resolution Drive personalized experiences Build customer loyalty We’ll also highlight the native integration between Genesys Cloud and Microsoft Teams. And, for a limited time, you can get free integration of Microsoft Teams and the Genesys Cloud platform. Learn more.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kxdnQAA"] Meet the Speakers Chris Connolly Vice President, Solution Strategy Genesys Mike Ammerlaan Director, Product Marketing Microsoft 365 Ecosystem Trey Buck Senior Product Manager Genesys Analyst Webinar CCaaS in 2020: Trends informing the movement [cutoff co_thick="2px"][webinarschedule]Contact center as a service (CCaaS) has evolved into an essential part of every business. From enabling remote agents to facilitating cloud migration, to adding digital channels, there has been a push for flexibility, agility, scale and speed. The Integral Care of Travis County in Texas and Genesys are combining forces to lead the conversation on how a historically slow-to-change industry is evolving to meet customer and employee needs. Join guest speaker Art Schoeller, Vice President, Principal Analyst at Forrester Research, Sunila Levi, The CIO at The Integral Care of Travis County in Texas and Fernando Egea, Vice President, Strategic Solutions at Genesys to: Learn how the CCaaS landscape has changed Discover contact center solution buyer trends Hear considerations for moving your contact center to the cloud [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxWNQAY"] Meet the Speakers Guest Speaker: Art Schoeller VP, Principal Analyst Serving Application Development & Delivery Professionals Forrester Research Guest Speaker: Sunila Levi Chief Information Officer Integral Care Fernando Egea VP, Strategic Solutions Genesys Webinar Bytes 5 things to consider when building chatbots [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Keep your customers happy, avoid the avalanche of interactions across channels and lower your costs to serve by deploying chatbots as a powerful tool to answer rising expectations. Learn to create chatbots that improve the customer experience, instead of increasing customer frustration. Meet your customers on every channel, at any time, without driving up costs or overwhelming your agents. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Product Marketing Director Genesys Torsten Moritz Service Owner Communication Systems Bosch Service Solutions [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,160 So maybe a short introduction, not about Bosch, I think 2 00:00:03,160 --> 00:00:07,610 you all are familiar with the company, most of you will have some dishwashers, 3 00:00:08,160 --> 00:00:12,430 other devices at your house. So Bosch is kind of a very huge company with multiple divisions. This is one of the reasons or one of 4 00:00:12,430 --> 00:00:28,080 the backgrounds we need to understand for our use cases. So one of the interesting story of Bosch is the amount 5 00:00:32,180 --> 00:00:54,010 of employees and what I outlined also, the amount of divisions we have. As it's on the first slide, I'm belonging to Bosch Service Solutions, which is an owned division. We are doing business process outsourcing, so we are on BPO provider for internal and external customers. So I 6 00:00:54,010 --> 00:00:57,240 wanted to give you the framework where we are working in and 7 00:00:57,240 --> 00:01:04,590 also how the Genesys platform fits into our business. So you're all familiar with 8 00:01:04,590 --> 00:01:07,930 Bosch so let's move over to my division, Bosch Service Solutions. I will then go over to the next slide, so Bosch Service Solutions started out of a called devices were 9 00:01:07,930 --> 00:01:41,589 delivered by Bosch and the missing part was the customer service. And out of this distribution become an a BPO provider, so the footprint is quite large. So the 10 00:01:41,589 --> 00:01:45,140 variety of different customers we have is quite big. So 11 00:01:47,310 --> 00:01:58,950 different countries, different divisions, different areas of consumer services, so 12 00:01:59,560 --> 00:02:07,130 that lead to a huge demand of diversity in our portfolio for our chatbots and other services we offer with the 13 00:02:07,130 --> 00:02:33,940 Genesys platform. So looking over to the different services we offer at our division, the area where we focus now with this webcast is the customer experience services. As you see different deliveries and they really, at the end, most likely covering all of your businesses, so we're doing a different 14 00:02:35,270 --> 00:02:38,730 business tenure but at the end, I think we're not 15 00:02:38,730 --> 00:02:42,070 BPO but we are covering most likely from the content, 16 00:02:42,070 --> 00:02:45,500 one of your businesses where you're from. So at the 17 00:02:45,500 --> 00:02:49,480 end, the things I'm trying to outline today are more 18 00:02:49,480 --> 00:02:52,880 general but it should be able for you to pick 19 00:02:52,880 --> 00:02:56,350 up or to reuse when you try to integrate both and 20 00:02:56,350 --> 00:03:00,899 be successful with this. One of the major topics next 21 00:03:00,899 --> 00:03:06,940 to the variety of areas is the amount of locations we're 22 00:03:06,940 --> 00:03:11,300 operating the Genesys platforms. On the bottom you can see 23 00:03:11,380 --> 00:03:15,880 a different location from our division and on 15 locations 24 00:03:16,510 --> 00:03:20,260 we're running the Genesys platforms. So out of this we have 25 00:03:20,890 --> 00:03:25,390 a huge demand of different requirements when it comes to 26 00:03:25,390 --> 00:03:41,740 legal requirements, local requirements and so on. The combination of these different source of have a huge impact on how we build up our platform and how we're pushed to deliver new functionalities and also adapt to the market. The name in our terms for the Genesys platform is Unified Communications platform and as 27 00:03:59,070 --> 00:04:20,840 I mentioned, 15 different locations all connected to one single platform and because of this customer demand, we're doing a lot of integrations to what's difference systems and also in distribution case, also different bot platforms. So I think that's kind of unique, most likely you will start with one bot and then try to build it up for your customers for this bot. In our case, we did multiple ones. AppFoundry Webinar Enhance customer experience with improved audio performance [cutoff co_thick="2px"]NOVEMBER 4, 2020 AT 8AM PT Contact centers are transforming from their traditional agent structures, focusing on omnichannel and artificial intelligence (AI)-driven capabilities that improve customer satisfaction and loyalty. Still, voice continues to play an essential part in customer support, as most customers prefer the human interaction and feelings of empathy that AI don’t provide. Advanced headset technologies can improve both the customer experience and the well-being of contact center agents. In this webinar, we’ll cover the latest integration of EPOS headsets with the Genesys® PureConnect™ platform to learn the importance of active-noise cancellation in headsets. We’ll also dive into EPOS technologies like ActiveGard® and EPOS Manager to explore how these tools can help you manage, control and schedule software updates. Sign up for the webinar, “Enhance customer experience with improved audio performance” to learn how to create comfort and audio perfection in the hybrid workplace — and for remote workers.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCSQAY"] Meet the Speakers Jurate Beniulyte Head of Strategic Alliance EPOS Carsten Steffensen Global Technical Alliance Manager EPOS AppFoundry Webinar Reduce handle times and improve customer experience with instant video calls [cutoff co_thick="2px"]October 29, 2020 AT 8:00 AM PT Augmented reality (AR) video technology can empower agents to solve issues in half the time of traditional phone calls. Connect with customers instantly over video — without having to install an app or schedule a meeting. Whether you need to support a product, start an insurance claim or simply consult with remote patients, video can save time. Attend this webinar to learn how to implement video as a support channel and offer best-in-class support immediately. Video calls with your customers can reduce handle times and improve customer experience. See what your customer is seeing while using enhanced augmented reality (AR) features. Tethr It Now offers the fastest video connection for all devices through the Genesys CloudTM platform. After instantly connecting with your customers, your agents will have access to these features: AR live pointer AR picture capture AR annotations Co-browse capabilities Screen-share documents Ability to share/view photos taken on customer devices Ability to geolocate a device Three-way calling with another technical expert in your company Sign up now for the webinar to see why top companies choose video calling to provide best-in-class customer support.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCNQAY"] Meet the Speakers Sam Hampton CEO Tethr It Now James Richerson Principal Tethr It Now AppFoundry Webinar Maintain work-from-home productivity and compliance with remote monitoring [cutoff co_thick="2px"]October 22, 2020 AT 8:00 AM PT Contact centers managers must supervise agents to ensure productivity and engagement remain high — and that sensitive information is safe. But the shift to working from home has made this increasingly difficult. Agent Interact improves on-premises supervision and restores direct, visual monitoring of remote staff. It uses webcams and automated actions to deliver visual proof that team members are productive and adhering to compliance regulations — without taxing bandwidth. Agent Interact lets you: Protect sensitive data Maintain regulatory “clean desk” compliance Enhance productivity Enable team knowledge Facilitate onboarding Agent Interact is the only monitoring solution designed for global team supervision. It integrates with the Genesys Cloud™ platform and offers an alternative to Zoom and Google Meet.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kx9nQAA"] Meet the Speakers Matt Gabrielson President Trendzact John Dixon Client Success Trendzact Hui Wu-Curtis President/COO World Connection BPO Ian Roberts Director, Care Operations & Technology Quicken MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,340 So first of all, let me introduce you to the 2 00:00:03,340 --> 00:00:10,980 research that we will be presenting today. In December, 2019 3 00:00:10,980 --> 00:00:15,230 and January, 2020, we conducted a global survey of about 4 00:00:15,290 --> 00:00:19,810 1000 AI leaders, C level executives, heads of sales and 5 00:00:19,810 --> 00:00:23,330 marketing all across the world, so in Latin America, North 6 00:00:23,330 --> 00:00:27,280 America, Europe, the middle East and Africa and Asia Pacific. 7 00:00:27,570 --> 00:00:29,780 And the questions that we asked them are here on your screen. 8 00:00:29,780 --> 00:00:33,620 So what is the status of AI adoption globally? And 9 00:00:33,620 --> 00:00:36,730 what are the leading use cases? What are the benefits 10 00:00:36,730 --> 00:00:39,830 that companies are seeing through AI adoption so far and 11 00:00:40,250 --> 00:00:43,430 what are some of the obstacles? And then lastly, the idea of 12 00:00:43,470 --> 00:00:47,020 data sharing. So how are companies looking at the data sets that 13 00:00:47,020 --> 00:00:50,950 they have thinking about the potential benefits that could be 14 00:00:50,950 --> 00:00:54,990 gained if they share that data with third parties and 15 00:00:54,990 --> 00:00:56,490 what would it mean? What would they need to see 16 00:00:56,490 --> 00:00:58,880 in order to jump into this new world of data 17 00:00:58,880 --> 00:01:03,280 sharing? So with that, let me dive straight into some 18 00:01:03,280 --> 00:01:07,740 of the results of the survey. So the headline finding 19 00:01:07,740 --> 00:01:12,030 is that of the large companies that we surveyed, by 20 00:01:12,030 --> 00:01:16,360 the end of 2019 about 87% said that they were 21 00:01:16,360 --> 00:01:20,620 using AI somewhere in their business operations and the chart 22 00:01:20,900 --> 00:01:25,120 that's on your slide here shows the industries that are 23 00:01:25,140 --> 00:01:29,789 perhaps furthest ahead in this AI journey. And we see 24 00:01:29,789 --> 00:01:35,730 that financial services has really high expectations of AI. The 25 00:01:35,730 --> 00:01:39,740 question is within three years, approximately what percentage of your 26 00:01:39,740 --> 00:01:43,700 business processes will use AI? So you can see financial 27 00:01:43,700 --> 00:01:47,480 services is the furthest ahead. And they just have so 28 00:01:47,480 --> 00:01:53,180 many use cases from customer processes to back office operations, 29 00:01:53,480 --> 00:01:58,730 to risk management, to portfolio management, to cybersecurity. So they're 30 00:01:58,730 --> 00:02:07,840 actually very mature in using AI in the business. So 31 00:02:07,840 --> 00:02:14,240 next we looked at what are the largest AI use 32 00:02:14,240 --> 00:02:19,130 cases globally. And we saw the lead finding is that 33 00:02:19,300 --> 00:02:23,950 quality control followed by customer care and support and cybersecurity 34 00:02:23,950 --> 00:02:29,360 are the leading use cases globally. And if we think 35 00:02:29,360 --> 00:02:34,410 about quality control, there are just so many different ways 36 00:02:35,050 --> 00:02:37,730 that might look like depending on what industry you're in, whether you're in 37 00:02:38,700 --> 00:02:42,770 pharma or manufacturing, you might be using a different array 38 00:02:42,820 --> 00:02:46,270 of AI technologies for that use case, but that is 39 00:02:46,270 --> 00:02:47,360 the leading use case Webinar Bytes Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTkxMyUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxMTQ0OSUyNm1vbWVudElkcyUzRDExNDUxJTI2bW9tZW50SWRzJTNEMTE0NjAlMjZtb21lbnRJZHMlM0QxMTQ1MyUyNm1vbWVudElkcyUzRDExNDU1JTI2bW9tZW50SWRzJTNEMTE0NTglMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFJTBBJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwOffering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. Watch the full webinar by clicking this link.[cutoff] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Solution Strategy Genesys [cutoff]1 00:00:00,000 --> 00:00:02,830 we're going to look at some Insights from IDC, what the world 2 00:00:02,830 --> 00:00:05,750 looks like today, and really looking at how we unlock 3 00:00:05,750 --> 00:00:10,000 the power of artificial intelligence, and apply that in in 4 00:00:10,000 --> 00:00:14,540 Contact Center specifically. We're also going to have a panel discussion and please 5 00:00:14,540 --> 00:00:16,520 feel free to ask us questions now, or if you've 6 00:00:16,670 --> 00:00:18,770 got something that's on your mind, put under the Q& 7 00:00:18,770 --> 00:00:20,520 A window, because we're going to get to it very, 8 00:00:20,520 --> 00:00:23,780 very soon. We also want to talk about some of the things that 9 00:00:23,780 --> 00:00:26,690 you can do right away to improve your customer experience 10 00:00:26,760 --> 00:00:30,490 using artificial intelligence. As per our research across most industries, 11 00:00:30,690 --> 00:00:34,350 brands of all sizes have started to push heavily towards 12 00:00:34,390 --> 00:00:38,660 increased automation in their customer service, as well as employee 13 00:00:38,660 --> 00:00:47,340 self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" Most 14 00:00:47,370 --> 00:00:50,740 of these brands are now looking for conversational AI as one 15 00:00:50,740 --> 00:00:55,220 of the key drivers for that automation. And as conversational 16 00:00:55,420 --> 00:00:59,650 AI allows brands to use natural language processing and machine 17 00:00:59,650 --> 00:01:03,590 learning- based tools, to support both their customers and the 18 00:01:03,590 --> 00:01:10,510 agents who support these customers. And the conversational AI chatbots and voicebots, 19 00:01:10,980 --> 00:01:14,490 they're more sophisticated these days. But before I move on 20 00:01:14,490 --> 00:01:16,670 to the next slide, another very interesting stat that I 21 00:01:16,670 --> 00:01:19,470 want to share here is that we spend a lot 22 00:01:19,470 --> 00:01:21,800 of time talking to the end users and don't worry, 23 00:01:21,800 --> 00:01:25,490 there's still research as well, that what is really coming 24 00:01:25,490 --> 00:01:28,190 up and shaping up in addition to just the voicebots 25 00:01:28,190 --> 00:01:33,280 and chatbots is the computer vision effect to it. The computer vision 26 00:01:33,280 --> 00:01:37,420 has become more mature with image recognition achieving significant improvements. 27 00:01:37,530 --> 00:01:41,320 Thanks to deep learning techniques, computer vision, and CRM is 28 00:01:41,320 --> 00:01:45,050 very early stage. I guess, again, coming back to current 29 00:01:45,400 --> 00:01:51,270 times and the research that you've seen, how will the Contact Centers adapt in to the modern world and 30 00:01:51,270 --> 00:01:58,260 the things that are going on today? Absolutely. It's not an easy thing, but I always love 31 00:01:58,260 --> 00:02:01,130 to say this, " There's no choice." Customers have to do 32 00:02:01,130 --> 00:02:05,910 this in order to be innovative, providing, improving on the 33 00:02:05,910 --> 00:02:09,730 customer experience, but at the same time, not compromising on 34 00:02:09,730 --> 00:02:12,650 the operational efficiency. And it's a great balance that customers 35 00:02:12,650 --> 00:02:16,490 need to do. I was going to say, the business driver, what we're seeing is, now 36 00:02:16,490 --> 00:02:20,400 the customer will come and first think about operational efficiency, cost reduction 37 00:02:20,400 --> 00:02:22,710 are the first thing they have in mind. But the 38 00:02:22,740 --> 00:02:26,590 reality is, when you start doing a Contact Center and 39 00:02:26,590 --> 00:02:29,730 put Contact Center AI in your Contact Center, you're really 40 00:02:29,730 --> 00:02:33,280 transforming your customer experience across all channels. And the business 41 00:02:33,280 --> 00:02:36,560 drivers to provide a coherent experience when you're on chat, 42 00:02:36,610 --> 00:02:38,390 when you're on voice, when you're on your web, or 43 00:02:38,390 --> 00:02:42,730 your mobile app, where the engine behind it, the AI 44 00:02:42,730 --> 00:02:46,070 behind is able to manage across those channels, switch channels, understand 45 00:02:46,480 --> 00:02:49,170 what was said, the context, the past history, et cetera, 46 00:02:49,350 --> 00:02:53,850 and provide you a unique voice for the company to 47 00:02:53,850 --> 00:02:57,730 that customer or that user, if talk about organizations. I 48 00:02:57,730 --> 00:03:01,090 want to maybe echo something that you said there, about providing 49 00:03:01,760 --> 00:03:05,510 empathetic customer experiences. And now more than ever, I feel 50 00:03:05,510 --> 00:03:08,200 like we need to have empathy for our fellow human. 51 00:03:08,230 --> 00:03:12,060 We're all going through something we know this is a generational thing. 52 00:03:12,670 --> 00:03:16,600 Something we haven't seen in many generations. So, what we're 53 00:03:16,860 --> 00:03:23,140 experiencing now is different, but crisis creates opportunity. And we're 54 00:03:23,140 --> 00:03:26,810 also seeing that this is actually being a bit of 55 00:03:26,810 --> 00:03:29,800 a non dialogue, as you said, Ritu, to some of 56 00:03:29,800 --> 00:03:36,790 the applications of AI. I An Agent Assist as you 57 00:03:36,790 --> 00:03:39,150 said, is a little newer in it's technology, but it's 58 00:03:39,150 --> 00:03:42,570 really a breakthrough that's been enabled by the advent of 59 00:03:42,570 --> 00:03:45,170 voice and speech to text in particular, speech to text 60 00:03:45,260 --> 00:03:52,170 technologies. Google has a long history of trying to understand 61 00:03:52,170 --> 00:03:55,830 speech either through understanding YouTube videos, to be able to 62 00:03:55,830 --> 00:03:59,610 search them and remove hate speech in YouTube videos. Either 63 00:03:59,610 --> 00:04:03,090 through a Google Home Assistant, and understand all the requests 64 00:04:03,090 --> 00:04:05,930 from users, that's millions and millions of requests every year. 65 00:04:07,530 --> 00:04:12,360 And also through transcription of voice messages on phone. You 66 00:04:12,360 --> 00:04:16,080 have Google voice and you can do your voicemail transcription. 67 00:04:16,080 --> 00:04:19,380 Genesys has some artificial intelligence technology on its own with something 68 00:04:19,380 --> 00:04:22,110 we call Predictive Web Engagement, that allows you to engage 69 00:04:22,110 --> 00:04:25,140 customers based on all of the data that we know 70 00:04:25,140 --> 00:04:27,430 and drive them to an experience that is very best 71 00:04:27,430 --> 00:04:32,620 for them. Sometimes that's a human. Sometimes that's a piece of content. Other times that's a 72 00:04:32,620 --> 00:04:36,600 bot. And using that upfront decision logic in an orchestration, 73 00:04:36,770 --> 00:04:40,410 we can really optimize that end to end customer experience 74 00:04:40,570 --> 00:04:42,930 and bring in the technology at the right time. Monthly Demo See Genesys Cloud in action: Level up employee engagement with gamification [cutoff co_thick="2px"][webinarschedulesingle]Competition, collaboration, achievement and recognition can all be natural motivators. When used in the contact center, gamification tools zero in on these intrinsic motivations, focusing on agent behavior and playing to specific strengths. Plus, gamification tools are intuitive and easy to use — you can install and use them in a matter of days. Join us for the upcoming Genesys Cloud Demo, where we walk through using gamification in the call center. See how these tools work for agents and team leads. Learn how to boost customer experience and employee satisfaction with gamification tools.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwsXQAQ"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys [this_page_title] [cutoff co_thick="2px"]Part of what keeps your brand on top is the technology stack you've built to deliver on your company's customer service experience. But if that tech stack is lacking a clear path to cloud built with proprietary systems, locked into single-vendor solutions, propped up by forklift upgrades it will not meet the challenges of today's dynamic service environment. In this keynote session, John Hernandez will share insights from top brands who have found security in flexibility. Follow their unique multicloud paths to contact center software deployments that improve customer experience and workforce engagement. You'll walk away with clear options to bring flexibility and control to your technology stack.[mktoform cta_header="Watch the keynote" cta_button="Watch on-demand now" cms_hold="RG" cid_id="7011T000001kwZoQAI"] Meet the Speaker John Hernandez SVP and General Manager, Genesys Engage Analyst Webinar Top five ways to prepare your contact center for a post-pandemic world [cutoff co_thick="2px"][webinarschedule]Recent months have been about survival. But now, it’s time to look at how to further optimize your contact center for everything that comes next. Join Ken Landoline, Principal Analyst of Customer Engagement at Omdia, and Jason Alley, Senior Director of Product Marketing at Genesys, to learn how you can optimize your call center technology and build high-performance teams — whether they’re working from home, in the office or a mix of both. You’ll walk away empowered to take your contact center to the next stage and you’ll gain a deeper understanding in how to: Optimize your business processes and foster greater collaboration across remote and in-office teams Build high-performing teams with tools that deliver exceptional experiences across all channels Set up your teams for success with better performance management and coaching [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwN9QAI"] Meet the Speakers Jason Alley Senior Director, Product Marketing Genesys Ken Landoline Principal Analyst, Customer Engagement Omdia AppFoundry Webinar Reinventing speech synthesis for personalized CX and brand [cutoff co_thick="2px"]AppFoundry On-demand Webinar Conversational AI and contact center customer experience (CX) personalization are challenging the conventional approach to speech synthesis (text-to-speech). Your digital assistants and virtual agents are your brand ambassadors and it’s time to move beyond synthetic voices that are stuck in one style, monotonic, off-the-shelf or unbranded. Learn how groundbreaking Speechmorphing speech synthesis technology and solutions can help you build your brand and elevate your customer experience with personalization.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG3QAI"] Meet the Speaker Shing Pan VP Marketing and Business Development Speechmorphing AppFoundry Webinar Make quality and compliance certain, using AI, in a time of uncertainty [cutoff co_thick="2px"]Thursday October 1, 1:30 PM AEST (New South Wales) Managing a team has many moving parts, and the new COVID-19 norm of working from home has only increased these challenges. Delivering a great customer experience with remote agents takes a new level of clarity and insight to demystify the unknown. Revolutionary technology from Daisee provides automated analysis and insight of 100% of your customer interactions. It uses artificial intelligence (AI) and machine learning to automatically derive meaning within a conversation, accurately and in near-real time. Tune in to hear: How AI is being used to accurately automate the analysis of customer interactions How MYOB improved their sales effectiveness using Daisee and lifted CSAT and NPS scores How to apply automated quality assurance on every customer interaction with the Daisee App for Genesys Cloud Register now, and you'll also see the world’s first digital Programmable Scorecard™ from Daisee, and how it transforms 100% of your interaction data into action for your team.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG8QAI"] Meet the Speakers Richard Kimber CEO & Founder Daisee Steve Targus Contact Center Operations Manager MYOB AppFoundry Webinar A look at voice biometrics and why you should care [cutoff co_thick="2px"]Customers expect good service that predicts their needs and delivers on their expectations. And they look to contact center agents for answers. But those agents need to be sure they're speaking with the actual customer they should be speaking with — over the phone. This makes fraud reduction a top priority — and this is where voice biometrics comes in. As major financial institutions, healthcare providers and government agencies turn to active voice authentication to verify claimed identities over vulnerable voice channels, the growth of voice biometrics is exponential. Join us on Tuesday, September 22, 2020 at 8 AM PT, for a webinar that explores the world of voice. Learn what makes voice biometrics so user-friendly, verticals of adoption, compatibility with the Genesys Cloud™ platform, sales tactics and available resources. With LumenVox Active Voice Authentication technology, ensure you are providing a quick, convenient and secure authentication strategy to make your customers' contact center shine.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwFyQAI"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox On-Demand Webinar Game on: Engage your at-home workforce [cutoff co_thick="2px"][webinarschedulesingle]Now more than ever, you need the right tools to adapt to change, manage your workforce and keep employee morale and productivity high. Join us as we kick off the Genesys gamification enablement series and learn how to get the most out of Genesys Cloud Workforce Engagement Management (WEM). Challenge yourself to up-level your operations, employee engagement and customer satisfaction. Hear from Genesys experts and customers on how to: Take advantage of the advanced (WEM) tools in Genesys Cloud Motivate your remote employees and boost performance by introducing gamification Earn GCAP points and badges through the Genesys Gamification Event Series Use the Genesys Community to get answers, access the latest resources and connect with peers to discuss everything WEM To take full advantage of all WEM has to offer, learn more about our 60-day free trial.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kwDxQAI"] Meet the Speakers Merijn te Booij Genesys Cloud General Manager, Employee Engagement Solutions Genesys Pascal Leclerc Director, Solutions Genesys Marcela Areiza Product Marketing Manager Genesys Demo Webinar [this_page_title] [webinarschedulesingle][cutoff co_thick="2px"]It’s estimated that by 2022, there will be 28.5% more real-time interactions than there are today. The only way for many businesses to manage this is with modern technology. Bridge the service gap with bots to automate basic tasks and ease the burden on agents, and you’ll handle more interactions without sacrificing customer experience. Artificial intelligence (AI)-powered chatbots let your business connect with customers at exactly the right time. So, callers can use self-service for simple issues and your agents are freed up to handle more complex interactions. In our August Genesys CloudTM Demo, you’ll see the new Genesys Dialog Engine. Learn how bots are managed in Genesys Cloud and how they integrate with other systems. Plus, we’ll build a bot, test it and publish it in real time. Join us to see how Genesys Cloud prepares you for the future.[mktoform cta_header="REGISTER NOW!" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001kvmXQAQ"] Meet the Speaker JJ Earle-Henson Sr. Strategic Sales Consultant Genesys Innovations Webinar Genesys innovations — what’s new [cutoff co_thick="2px"]To create the best customer experiences you need the best solutions. Genesys continues to innovate across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, and outbound to give you more. Join Genesys product leaders for a quarterly webinar to learn about recent innovations and capabilities. They’ll dive into how these new capabilities and features can benefit your business and customer experiences — no matter what solution you use. Register now for this webinar to learn: What’s new in the Genesys CloudTM and Genesys EngageTM solutions How these innovations benefit your business The Genesys innovation strategy and what’s to come [webinarschedule] Plan ahead with our short agenda: General session: Key capabilities and innovations – Janelle Dieken, SVP, Product Marketing Solutions breakouts (held concurrently after general session) Genesys Cloud spotlight – Mike Szilagyi, SVP, Product Management Genesys Engage spotlight – Tod Famous, VP, Product Management, Genesys Engage [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" form_p_target="custom" cms_hold="RG" cid_id="7011T000001t9j3QAA" url="https://www.genesys.com/webinars/genesys-innovations-whats-new-thank-you-page"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP Product Management, Engage Genesys GovLoop Online Training: The Future of Customer Experience is in Automation [cutoff co_thick="2px"]A new wave of citizen experience is here. Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies are being deployed much more widely, however, many agencies are still slow to implement these solutions. Agencies can create better customer experience with automation. New government data from GovLoop and Genesys, shows that 62% of respondents see the biggest benefit of automation is allowing agents to focus on more complex services or problems. In this training, you’ll learn: How successful agencies have been able to overcome barriers to see enhanced citizen experience with automation tools. Results from a survey with GovLoop and Genesys on how automation could free up employees’ time to do more mission critical tasks. How automation could create avenues of self-service for customers who need information in real-time. [mktoform cta_header="Watch the training" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t9k1QAA"] Meet the Speakers Jodi M. Thompson Senior Principle Business Consultant, Genesys Jennifer Hill Management and Program Analyst, Bureau of the Fiscal Service, Department of Treasury AppFoundry Webinar Using data to drive agent performance [cutoff co_thick="2px"]Wednesday, August 26, 2020 at 8 AM PDT The novel coronavirus pandemic turned our world upside down. And you likely had to execute a quick, emergency plan to get your contact center agents the technology and resources necessary to work from home. Now that employees are settled into this new working dynamic, it’s time to measure performance. In the contact center, better agent performance leads to agent satisfaction — and that, ultimately, improves the customer experience. Agent scorecards give your managers and team leaders the performance insights they need – without the grind of manually pulling together the data. In this webinar, you’ll learn which data points to measure to gauge agent performance. Join us on August 26th to find out how the Brightmetrics Agent Balanced Scorecard helps you save time pulling the most useful data to improve your agents’ performance.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9aaQAA"] Meet the Speaker Matt Beatty EVP of Sales and Marketing Brightmetrics AppFoundry Webinar How to turbocharge your employee experience with data-led gamification [cutoff co_thick="2px"]Thursday, September 3, 2020 at 8 AM PDT With so many people working from home, it’s more important than ever to turbocharge your employee experience. Your business must produce repeatable and consistent customer experiences even as employee needs and customer demands continue to grow and change exponentially. Engaging your agents means building a culture of the right governance, affinity and connectedness. Attend this webcast to see how the Datagamz solution combines the science of actionable insights and gamification to bridge the gaps between employee experience and customer experience. You'll learn how to: Use Datagamz Analytics tool to draw actionable insights and identify gaps between employee and customer experience Deliver great customer experience by maintaining employee experience using gamification techniques Maintain agent and management connectedness using Datagamz TV broadcasts and game narratives [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9i0QAA"] Meet the Speakers Kunal Rahalkar CEO Datagamz Nadine Power Head of Product Engineering Datagamz Monthly Demo See Genesys Cloud in action: Salesforce Integrations [cutoff co_thick="2px"][webinarschedulesingle]Give your agents the CRM database information they need to serve your customers – without having to move between applications. Eliminate the time spent changing from one application to another during an interaction that frustrates customers and puts you and your agents in a tough spot. With the Genesys CloudTM solution, you can easily integrate with third-party applications like Salesforce so agents can reference customer information in the middle of an interaction — without leaving the platform. During the July Genesys Cloud demo, learn more about the Salesforce integration, including: How to embed Genesys Cloud into Salesforce Screen-pop cases based on an IVR selection Logging new records into Salesforce or combining them with existing records Creating cases upon receipt of a customer email How to integrate with Salesforce Einstein (AI) for keyword FAQs from webchat interactions [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t9B1QAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Webinar Bytes [Webinar Bytes] The new normal: Redefining business continuity We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. In these webinar bytes, join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd – South Africa Paul Bourdeaux Vice President, IT eFinancial [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,320 I normally work from home although I do travel a 2 00:00:02,330 --> 00:00:04,740 lot, so I probably spend half of my time at 3 00:00:04,740 --> 00:00:07,820 home and half of my time on the road. Some 4 00:00:07,820 --> 00:00:11,580 companies, for example, are considering, should we create a working 5 00:00:11,580 --> 00:00:15,220 from home model beyond the crisis? Sheila she certainly needed 6 00:00:15,220 --> 00:00:18,080 no introduction, her reputation in the contact center space and 7 00:00:18,080 --> 00:00:21,610 the customer experience space, procedure around the world in North 8 00:00:21,610 --> 00:00:25,170 America. We have about 400 call center agents that serves 9 00:00:25,170 --> 00:00:28,310 both sales agents, transfer agents, customer care reps, and as 10 00:00:28,310 --> 00:00:30,940 well as independent agents spread across the country. So to 11 00:00:31,200 --> 00:00:33,700 get us started with this conversation, I would first like 12 00:00:33,790 --> 00:00:36,750 to ask Sheila to give us her analyst perspective on 13 00:00:36,750 --> 00:00:39,470 the current state of customer experience and the impact that 14 00:00:39,760 --> 00:00:42,870 COVID-19 is having in the contact center space. And he's nodding 15 00:00:42,870 --> 00:00:46,350 because it's an important piece of research that a lot 16 00:00:46,350 --> 00:00:49,600 of us in the context center look forward to seeing 17 00:00:49,600 --> 00:00:55,360 that new data every year. And digital transformation, supplying better 18 00:00:55,360 --> 00:01:00,820 digital customer experience, meeting the demands of consumers who want 19 00:01:01,110 --> 00:01:05,440 better digital options from the organizations and the companies that 20 00:01:05,440 --> 00:01:09,250 they work with. So despite some slight differences in state 21 00:01:09,250 --> 00:01:13,340 government guidelines for COVID response, eFinancial chose to enable working 22 00:01:13,340 --> 00:01:15,490 from home for all of our agents and employees at 23 00:01:15,490 --> 00:01:17,780 the same time. Colin maybe the same question for you, 24 00:01:18,240 --> 00:01:21,140 what was the changes for your agents and are they 25 00:01:21,140 --> 00:01:24,780 working from home? And we're going to go back to that topic in 26 00:01:24,780 --> 00:01:27,180 a minute, but Paul, same question for you, how has 27 00:01:27,180 --> 00:01:30,460 the business been effective for you guys and disruption and 28 00:01:30,460 --> 00:01:33,200 customer experience and how are you mitigating it? So that 29 00:01:33,200 --> 00:01:36,330 was an initiative from our CEO, Tony Bates and his 30 00:01:36,330 --> 00:01:40,490 leadership and with constant communication and a lot of transparency 31 00:01:40,490 --> 00:01:43,030 and very quickly shutting down our offices and making sure 32 00:01:43,030 --> 00:01:45,960 that everybody was okay and working from home and staying 33 00:01:45,960 --> 00:01:49,360 safe. So we'll be looking a lot more at stuff like 34 00:01:49,430 --> 00:01:53,180 customer self- help stuff like where your Genesys platform can 35 00:01:53,180 --> 00:01:55,840 bring all communications types into one space where we can 36 00:01:55,840 --> 00:01:58,650 actually make sense of that data and actually start delivering 37 00:01:58,650 --> 00:02:02,510 on what customers want. Some of those we can supply, 38 00:02:02,940 --> 00:02:05,640 even if the contact center is not in the cloud 39 00:02:05,640 --> 00:02:10,340 yet, but the vision should be to the point that 40 00:02:10,340 --> 00:02:12,880 was made earlier by Paul and Colin. So the question 41 00:02:12,880 --> 00:02:15,380 for you has this crisis and the fact that your 42 00:02:16,110 --> 00:02:18,970 agents are working from home, have been working from home 43 00:02:18,970 --> 00:02:20,830 now for a while. So just making sure that a 44 00:02:21,600 --> 00:02:23,700 bot is not just about call deflection, but it's also 45 00:02:23,850 --> 00:02:26,220 about being able to give context to an agents as 46 00:02:26,220 --> 00:02:29,140 to what the customer journey is from an eCommerce perspective. 47 00:02:29,140 --> 00:02:32,290 They're taking their contact center agents and moving them to 48 00:02:32,510 --> 00:02:35,590 cloud based solutions. So with that on behalf of Sheila, 49 00:02:35,660 --> 00:02:39,420 Barbara, Colin, and Paul, as well as the entire Genesys team, 50 00:02:39,540 --> 00:02:42,090 we thank you again for joining today's webcast, The New 51 00:02:42,090 --> 00:02:44,360 Normal Redefining Business Continuity. On-Demand Webinar Straight talk on end of support Expert advice on your contact center options [cutoff co_thick="2px"][webinarschedulesingle]If the technology that powers your contact center is nearing End of Manufacturer Support (EoMS), this will likely change the way you operate. It’s an opportunity to review your on-premises vs. cloud strategy, address security and compliance risk, and gain flexibility and resiliency to deal with unexpected business disruptions like Covid-19. Join independent industry consultant Steve Leaden, Founder and President, Leaden Associates, Inc and Fernando Egea, Vice President, Sales Strategy at Genesys to hear straight talk on what you need to know now to: Evaluate your options Imagine what’s possible Assess your current state Define a realistic path to close the gap and achieve measurable results [mktoform cta_header="Explore your options" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t9LpQAI"] Meet the Speakers Steve Leaden Founder and President Leaden Associates, Inc. Fernando Egea Vice President, Sales Strategy Genesys On-Demand Webinar The psychology of motivating contact center employees [cutoff co_thick="2px"][webinarschedulesingle]There has been a lot of compelling research that explores the ties between psychology and the effects of employee recognition on business results. Now you can use technology to put that research into action for your contact center. In this webinar, you’ll learn: What the latest psychological research says about motivating your contact center employees What demotivates employees more than anything else How to use contact center technology to keep employees engaged and motivated through gamification and regular recognition [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t94oQAA"] Meet the Speakers Randy Carter Product Marketing Architect Genesys Pascal Leclerc Director, Solutions Genesys Frank Pettinato CEO Avantive Solutions Webinar Bytes [Webinar Bytes] Managing change: From on-premises to cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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 from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. In these webinar bytes, join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. Better customer and employee experiences await. Take the next step by watching today. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,090 Two of the top questions 2 00:00:01,090 --> 00:00:02,860 I hear from customers is" 3 00:00:04,540 --> 00:00:05,960 Why do change management in 4 00:00:05,960 --> 00:00:07,540 the first place?" And also, " 5 00:00:07,540 --> 00:00:08,960 How do other companies do 6 00:00:08,960 --> 00:00:11,260 change management?" So for today's 7 00:00:11,260 --> 00:00:13,220 conversation and we've talked about 8 00:00:13,220 --> 00:00:14,460 it before, we want to 9 00:00:14,460 --> 00:00:15,770 get your feedback and your 10 00:00:15,770 --> 00:00:17,330 insight. So I'm going to 11 00:00:17,330 --> 00:00:18,700 kick things over first to 12 00:00:18,700 --> 00:00:21,010 Laurie, and ask Laurie and 13 00:00:21,010 --> 00:00:23,200 then Julie, can you share 14 00:00:23,200 --> 00:00:26,570 with us what... about what 15 00:00:26,570 --> 00:00:28,380 change management means to you? 16 00:00:29,970 --> 00:00:34,630 Yeah. Thank you... It's one 17 00:00:34,630 --> 00:00:36,220 of my favorite topics. I 18 00:00:36,220 --> 00:00:37,070 got trained in it a 19 00:00:37,070 --> 00:00:38,540 long time ago and get 20 00:00:38,540 --> 00:00:40,090 to apply it on projects all 21 00:00:40,090 --> 00:00:41,260 the time as a consultant, 22 00:00:41,320 --> 00:00:42,080 I've worked with a lot 23 00:00:42,080 --> 00:00:43,990 of different companies. When I'm 24 00:00:43,990 --> 00:00:45,920 helping clients understand what we're 25 00:00:45,920 --> 00:00:47,390 talking about with change management, 26 00:00:47,390 --> 00:00:49,020 we say it's concepts and 27 00:00:49,020 --> 00:00:51,050 tools. Everyone understands that project 28 00:00:51,050 --> 00:00:53,310 management concept, but this is 29 00:00:53,310 --> 00:00:54,740 about helping, as you said, 30 00:00:54,740 --> 00:00:57,660 individuals and groups change. I 31 00:00:57,660 --> 00:00:58,410 like to think of it 32 00:00:58,410 --> 00:00:59,720 as a journey. Any project 33 00:00:59,720 --> 00:01:01,460 you're on a journey, and 34 00:01:01,460 --> 00:01:02,390 you want to bring everybody 35 00:01:02,390 --> 00:01:04,260 along successfully to that target 36 00:01:04,260 --> 00:01:06,430 destination, and you're going to 37 00:01:06,430 --> 00:01:07,510 hit some bumps. You're going 38 00:01:07,510 --> 00:01:08,830 to have some detours along 39 00:01:08,830 --> 00:01:10,650 the way and change management 40 00:01:10,650 --> 00:01:12,220 really helps everybody adjust and 41 00:01:12,220 --> 00:01:13,660 adapt as you go on 42 00:01:13,660 --> 00:01:15,280 that journey, and still hopefully 43 00:01:15,280 --> 00:01:16,000 end up at the right 44 00:01:16,000 --> 00:01:17,990 place together and able to 45 00:01:17,990 --> 00:01:18,990 get the benefits of that 46 00:01:18,990 --> 00:01:22,220 change. Good. Laurie, what's your 47 00:01:22,220 --> 00:01:25,920 insight to share? Yeah, thanks 48 00:01:25,920 --> 00:01:27,630 Laurie and so when I look 49 00:01:27,630 --> 00:01:29,230 at change management, I kind 50 00:01:29,230 --> 00:01:30,480 of... well I'm a project 51 00:01:30,480 --> 00:01:31,530 manager, so I view it 52 00:01:31,580 --> 00:01:33,000 from a project management and 53 00:01:33,000 --> 00:01:35,850 customer perspective. So anytime there 54 00:01:35,850 --> 00:01:37,280 is a project, there will 55 00:01:37,280 --> 00:01:39,830 be organizational changes that'll have 56 00:01:39,830 --> 00:01:40,940 to be thought through from 57 00:01:40,940 --> 00:01:43,120 a customer perspective and to 58 00:01:43,120 --> 00:01:45,000 Laurie's point, it's about identifying 59 00:01:45,000 --> 00:01:46,320 that bunch of people in 60 00:01:47,200 --> 00:01:48,450 a project. We call those 61 00:01:48,450 --> 00:01:49,760 the stake holders, and getting 62 00:01:49,760 --> 00:01:51,380 them bought into that vision 63 00:01:51,740 --> 00:01:52,850 and why the change is 64 00:01:52,850 --> 00:01:54,600 needed in determining the plan 65 00:01:54,600 --> 00:01:55,560 on how to get them 66 00:01:55,930 --> 00:01:58,780 to that desired state. So 67 00:01:58,780 --> 00:01:59,960 I feel like if you 68 00:01:59,960 --> 00:02:01,540 can create a framework or 69 00:02:01,540 --> 00:02:03,450 guard rails around that process, 70 00:02:03,760 --> 00:02:05,420 that really is very beneficial 71 00:02:05,420 --> 00:02:07,140 for organizations to be able 72 00:02:07,140 --> 00:02:08,730 to obtain and get to 73 00:02:08,730 --> 00:02:10,210 the goals of change management. FCW Cloud Summit: Innovation in Government: Best Practices When Migrating to the Cloud [cutoff co_thick="2px"]Moving to the cloud is a key step of the modernization process to achieve the agency mission, while serving citizens. Government and industry speakers at the FCW Cloud Summit shared their insight on why the question is no longer whether government agencies should move to the cloud, recognizing that many agencies are already on that journey. This session shares how migrating the contact center into the cloud enables the agency to achieve efficiencies, scalability, and security with FedRAMP. Agencies can achieve quick wins and prepare themselves for emerging technologies, such as automation and AI, and new capabilities.[mktoform cta_header="Watch On-Demand" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t8sxQAA"] Meet the Speakers Tony Pearson Solutions Consultant Leader Federal Public Sector Genesys AppFoundry Webinar Improve productivity while increasing customer satisfaction [cutoff co_thick="2px"]Wednesday, July 29, 2020 at 8 AM PDT Customer experience is everything. Customers expect you to have the tools in place to solve issues in a timely and effective manner. But, when there’s also added pressure to do more with less, increasing your call center and sales agents’ productivity is key. Join us to learn how you can leverage CTI to provide your agents with insight into your customer’s issues, drive agent productivity and increase reporting to make the right business decisions. In this webinar you’ll learn how to: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t8sEQAQ"] Meet the Speaker Jeff Knight VP of Sales Upland InGenius Analyst Webinar Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability [cutoff co_thick="2px"][webinarschedule]Offering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. You’ll also learn: Top three actions to improve the customer experience Primary business drivers and measured benefits of using AI for customer service How contact center AI can increase customer satisfaction, empower human agents and augment business insights [cutoff co_thick="2px"]1 00:00:05,040 --> 00:00:08,530 Good morning, evening, and afternoon everyone. This is Josh Reed 2 00:00:08,530 --> 00:00:11,010 from the digital events team here at Genesys, and let me be 3 00:00:11,010 --> 00:00:14,400 the first to welcome you all to today's webcast, Unlock 4 00:00:14,400 --> 00:00:18,810 the Transformative Power of AI for Contact Centers. As we 5 00:00:18,810 --> 00:00:20,510 always do, we're going to start off with a couple 6 00:00:20,510 --> 00:00:23,690 of brief housekeeping items. First off, if you experience any 7 00:00:23,690 --> 00:00:27,040 problems with viewing or listening to today's webcast, refresh your 8 00:00:27,040 --> 00:00:28,730 browser and make sure that it's up to date to 9 00:00:28,730 --> 00:00:33,090 support HTML5, as it usually fixes any console issues. Also, 10 00:00:33,090 --> 00:00:35,480 if you're having trouble seeing any of the windows, either 11 00:00:35,480 --> 00:00:38,070 the slide window or the webcam window, you can enlarge 12 00:00:38,070 --> 00:00:41,240 that window by dragging one of the corners and enlarging 13 00:00:41,240 --> 00:00:45,380 them in real time. And please note that this is an interactive 14 00:00:45,380 --> 00:00:48,650 experience between you and our three panelists today. Feel free 15 00:00:48,650 --> 00:00:51,180 to throw questions into the Q&A window, and we'll answer as 16 00:00:51,180 --> 00:00:53,830 many as we can at the end of our presentation 17 00:00:53,830 --> 00:00:57,920 today. However, sometimes as it does, if time gets away 18 00:00:57,920 --> 00:01:00,120 from us and we aren't able to read your question 19 00:01:00,120 --> 00:01:03,630 aloud during our live Q& A, will actually follow up 20 00:01:03,630 --> 00:01:05,990 with you via email within the next few business days. 21 00:01:07,280 --> 00:01:09,750 And also note, if you have to jump early or 22 00:01:09,820 --> 00:01:11,870 for any reason you feel like you're running out of 23 00:01:11,870 --> 00:01:14,870 time, don't worry. We actually are recording this. You'll receive 24 00:01:14,870 --> 00:01:18,410 an on- demand recording link via ON24 within the next few 25 00:01:18,410 --> 00:01:22,240 business days. So just be on the lookout for that. And also, 26 00:01:22,240 --> 00:01:26,050 we have a resource list here below the Q&A window. You 27 00:01:26,050 --> 00:01:28,950 can actually access those resources at any time during the 28 00:01:28,950 --> 00:01:30,740 webcast. It will open up in a new tab in 29 00:01:30,740 --> 00:01:32,500 your browser, and they won't take you away from the 30 00:01:32,500 --> 00:01:36,640 webcast. But these resources expand on today's topic of AI 31 00:01:36,640 --> 00:01:40,700 in Contact Centers. Also, we encourage you to participate in 32 00:01:40,700 --> 00:01:43,930 our brief survey. That's the last icon on the left of 33 00:01:43,930 --> 00:01:46,230 your widget bar. We'd love to collect your feedback on 34 00:01:46,230 --> 00:01:49,280 today's presentation so that we can tailor these webcasts to 35 00:01:49,280 --> 00:01:53,240 what you want to hear in the future. And as I 36 00:01:53,240 --> 00:01:56,470 always say, short and sweet. Today, we have three excellent 37 00:01:56,470 --> 00:02:00,430 presenters excited to discuss how AI- powered chatbots and voicebots can 38 00:02:00,430 --> 00:02:04,150 achieve customer experience sustainability. With that being said, I'm actually 39 00:02:04,150 --> 00:02:06,400 going to hand things off to our moderator today, Chris 40 00:02:06,400 --> 00:02:09,910 Connolly. Chris, the floor is yours. Thanks, Josh. And good 41 00:02:09,910 --> 00:02:13,390 morning, good afternoon, good evening, wherever you are in the world. We've got a pretty exciting agenda that we're 42 00:02:15,110 --> 00:02:17,020 going to share with you today. But first, I want 43 00:02:17,020 --> 00:02:22,090 to introduce some of our speakers. You might have met them before. If not, you're going to hear from them today. First 44 00:02:22,090 --> 00:02:27,870 is, Antony Passemard. He's the Head of Applied Conversational AI at 45 00:02:28,200 --> 00:02:33,440 Google, looking after Contact Center AI. He's presented with us before, and we're 46 00:02:33,540 --> 00:02:36,830 very lucky to have him back today to talk about some the innovations and 47 00:02:36,830 --> 00:02:45,510 evolutions of this space. Including that is, Ritu Jyoti, who's the Vice President of Artificial Research 48 00:02:45,570 --> 00:02:49,580 at IDC. Welcome, both of you. And myself, Chris Connolly, 49 00:02:49,930 --> 00:02:54,060 Vice President of Product Marketing here at Genesys. If we're looking at 50 00:02:54,060 --> 00:02:58,060 our agenda, we're going to look at some Insights from IDC, what the 51 00:02:58,060 --> 00:03:00,820 world looks like today, and really looking at how we 52 00:03:00,840 --> 00:03:05,500 unlock the power of artificial intelligence, and apply that in in 53 00:03:05,500 --> 00:03:10,280 Contact Center specifically. We're also going to have a panel discussion and please feel 54 00:03:10,280 --> 00:03:12,430 free to ask us questions now, or if you've got something 55 00:03:12,430 --> 00:03:15,170 that's on your mind, put under the Q& A window, because 56 00:03:15,170 --> 00:03:17,440 we're going to get to it very, very soon. We 57 00:03:17,440 --> 00:03:20,510 also want to talk about some of the things that you can do right away 58 00:03:20,510 --> 00:03:24,530 to improve your customer experience using artificial intelligence. And we're going to 59 00:03:24,530 --> 00:03:27,390 recap on some of the key takeaways from the research, and some of the 60 00:03:27,960 --> 00:03:31,610 experience from Genesys and Google in implementing this technology in the 61 00:03:31,610 --> 00:03:34,090 real world. And then lastly, we want to hear from 62 00:03:34,090 --> 00:03:37,610 you. So, if there are any questions, please, as Josh 63 00:03:37,610 --> 00:03:52,600 said, put them in the Q&A window, we will get to them live. So with that, thanks for kicking off. And I'm going to head over to Ritu Jyoti from IDC. Welcome, Ritu. Thank you, Chris. Hello, everyone. Pleasure to be 64 00:03:52,600 --> 00:03:57,650 a part of this webinar today. Before we delve into some cool 65 00:03:57,720 --> 00:04:00,840 insights that we got from a joint study we did 66 00:04:00,840 --> 00:04:04,950 together earlier this year in May 2020, let me first level 67 00:04:04,950 --> 00:04:08,640 set the stage here. We all know today that customers no 68 00:04:08,640 --> 00:04:13,240 longer base their loyalty on price or product. Instead, they 69 00:04:13,240 --> 00:04:16,520 stay loyal with companies due to the experience they receive. Customer 70 00:04:17,620 --> 00:04:22,360 experience has fast become a top priority for businesses, and 71 00:04:22,360 --> 00:04:26,530 often 24 by seven customer support is more important than ever, 72 00:04:27,040 --> 00:04:31,250 especially during these uncertain times. As per our research across 73 00:04:31,240 --> 00:04:35,300 most industries, brands of all sizes have started to push 74 00:04:35,330 --> 00:04:39,950 heavily towards increased automation in their customer service, as well as 75 00:04:39,950 --> 00:04:47,810 employee self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" 76 00:04:48,680 --> 00:04:52,460 Most of these brands are now looking for conversational AI as one 77 00:04:52,460 --> 00:04:57,880 of the key drivers for that automation. And as conversational AI allows 78 00:04:57,880 --> 00:05:02,020 brands to use natural language processing and machine learning- based 79 00:05:02,060 --> 00:05:06,560 tools, to support both their customers and the agents who support these 80 00:05:06,910 --> 00:05:14,700 customers. And the conversational AI chatbots and voicebots, they're more sophisticated 81 00:05:14,800 --> 00:05:20,480 these days. They incorporate bias and explainability, and exploit natural language for general 82 00:05:20,850 --> 00:05:24,860 question and answer capability. What we did earlier this year 83 00:05:24,860 --> 00:05:28,230 is that we run a joint study, and the study was 84 00:05:28,230 --> 00:05:32,960 focused on understanding what is the value of Contact Center AI. And for 85 00:05:33,260 --> 00:05:36,670 the suggested study, we wanted to validate the benefits of 86 00:05:36,670 --> 00:05:40,800 Contact Center AI in enterprises, what's the business ROI, What 87 00:05:40,800 --> 00:05:47,920 is the improved customer experience metric? How does it help the customer service agent 88 00:05:47,920 --> 00:05:51,410 efficiency? And before I get into the stack, let me just 89 00:05:51,410 --> 00:05:54,180 quickly walk you through some of the demographics of this study. 90 00:05:55,220 --> 00:05:59,850 We run a global study, it constitutes about 407 organizations worldwide. 50% were from 91 00:05:59,850 --> 00:06:06,020 U. S. and Canada, 25% they're from France and UK, and the 92 00:06:06,020 --> 00:06:10,610 remaining 26% were from Australia, India, Philippines, and Japan. We had 93 00:06:10,610 --> 00:06:13,070 a good mix of the industry. We had folks from 94 00:06:13,070 --> 00:06:18,120 financial institutions, insurance, telecommunications, and the rest of the industry. 95 00:06:18,160 --> 00:06:23,300 We made sure that these were polling or surveying, so folks 96 00:06:23,300 --> 00:06:26,620 who had the decision of quality. We had a good 97 00:06:26,620 --> 00:06:31,150 balance of companies of different sizes, as well as different 98 00:06:31,170 --> 00:06:34,080 types of customer handling formats. The people who were having 99 00:06:34,080 --> 00:06:38,160 internal Contact Center, or have an external Contact Center, as well as some 100 00:06:38,480 --> 00:06:41,350 internal customer service functions. And they had a broad range 101 00:06:41,350 --> 00:06:46,410 of respondents from different levels of customer service agents, starting 102 00:06:46,410 --> 00:06:56,320 from as small as 20 customer service agents. With that, let me, before 103 00:06:56,320 --> 00:07:00,150 level- set, that what we're seeing in terms of what 104 00:07:00,150 --> 00:07:03,910 is the three AI- driven competence that are transforming the Contact Center 105 00:07:04,770 --> 00:07:08,170 today? There are three competence. The first is the virtual agent, the 106 00:07:08,170 --> 00:07:14,790 second is the Agent Assist, and the third is the Insight. Virtual agent is basically a platform for creating voicebot 107 00:07:14,830 --> 00:07:20,410 and chatbot to automate customer interactions with voice or text, 108 00:07:20,860 --> 00:07:24,730 and the conversation to a live agent when the bot 109 00:07:24,730 --> 00:07:28,140 is unable to help a customer. So that's the first one. The 110 00:07:28,140 --> 00:07:31,380 second one is that an Agent Assist. It is a 111 00:07:31,380 --> 00:07:35,930 platform that integrates into the agent desktop, which uses AI to 112 00:07:35,930 --> 00:07:40,270 augment agent interactions with customers in the real time, and 113 00:07:40,270 --> 00:07:45,300 provide tone- by- tone guidance not to of relevant knowledge 114 00:07:45,300 --> 00:07:51,360 bases. It really, really help the agent become more efficient, it's augmentation of AI capability. 115 00:07:51,950 --> 00:07:55,250 And the third one is Insight. It's basically a module 116 00:07:56,110 --> 00:07:59,850 which uses natural language processing to identify the call center. " 117 00:08:00,460 --> 00:08:03,860 Why did the customer call? What were the call drivers? What 118 00:08:03,860 --> 00:08:07,890 was the sentiment?" And this helps the Contact Center managers learn about 119 00:08:07,890 --> 00:08:16,430 customer interaction, and improve call outcomes. How has CAST 2020 changed customer service? 120 00:08:16,790 --> 00:08:19,030 We all know what's going on in the industry today. 121 00:08:19,060 --> 00:08:25,450 And when we asked them what were the top difficulties that they were facing adjusting to 122 00:08:25,450 --> 00:08:30,220 the new stay at home mandate, not as surprise, but 39% of the 123 00:08:30,220 --> 00:08:34,080 respondents, the demographics that I just shared with you, they 124 00:08:34,080 --> 00:08:37,370 shared that they had higher than usual call volumes, and 125 00:08:37,370 --> 00:08:41,400 we all know the reasons why. But in addition to 126 00:08:41,400 --> 00:08:44,980 that, the situation that really compounded the problem was that there 127 00:08:45,740 --> 00:08:49,820 was fewer agents available. 43% of them reported that they 128 00:08:49,820 --> 00:08:53,790 had a few number of agents available to this part of this 129 00:08:53,790 --> 00:08:57,680 higher than usual call volumes. Partly some of them were 130 00:08:58,080 --> 00:09:03,840 reporting sick, or they were not able to respond to the work because of the changing dynamics, as well as, because of a 131 00:09:04,100 --> 00:09:13,200 more than usual call volumes. They did not even prepare to that level of number of ratio of the agents needed to support that kind of call volume. This is specifically interesting. With 132 00:09:13,200 --> 00:09:24,560 that, I'm going to. Yeah, Chris. these are really interesting stats. 133 00:09:24,630 --> 00:09:27,690 2020 has been an interesting year for all of us. 134 00:09:28,330 --> 00:09:31,090 So, if we look at those stats that Ritu just presented, we're 135 00:09:31,090 --> 00:09:36,430 curious about you, what are you seeing in your world, whether it's in your 136 00:09:36,710 --> 00:09:39,870 Contact Center, if you operate one or in your clients, 137 00:09:39,870 --> 00:09:42,730 if you're a partner of ours or you're helping operate 138 00:09:42,730 --> 00:09:46,490 a Contact Center? And are you seeing the increase in 139 00:09:46,490 --> 00:09:50,690 chat and call volumes, or are you seeing a decline? I'll give 140 00:09:50,690 --> 00:09:52,610 that a few more seconds to get a few more 141 00:09:52,610 --> 00:09:57,630 responses. But I'm particularly curious to see what results we 142 00:09:57,630 --> 00:10:02,220 get off the back ends here. I'll give that one 143 00:10:02,220 --> 00:10:07,200 or two more seconds. All right. Well, Ritu you couldn't 144 00:10:07,330 --> 00:10:11,210 be more right. Your research confirms exactly what our audience 145 00:10:11,210 --> 00:10:17,180 is seeing as well, with I guess unsurprisingly 81% are saying, " Have you 146 00:10:17,180 --> 00:10:20,500 seen an increase in call and chat volumes in 2020?" And 147 00:10:20,500 --> 00:10:25,160 that presents unique business challenges. How do you handle that 148 00:10:25,160 --> 00:10:29,790 increase in call volume, or interaction volume, or chat volume, 149 00:10:30,730 --> 00:10:40,840 just with the same resources that you have at the moment? So Ritu, leaving on a little bit here in terms of being prepared for that stay at home mandate 150 00:10:40,840 --> 00:10:43,840 that a lot of us have seen, what have you seen in the research 151 00:10:43,880 --> 00:10:50,010 in financial services? Yeah, I think the most important point to level set here is that 152 00:10:50,050 --> 00:10:53,590 the dynamics are changing dramatically. The survey we conducted was 153 00:10:53,590 --> 00:10:58,250 in the month of May 2020, and three months has changed quite a 154 00:10:58,250 --> 00:11:00,780 lot of the situation, but we caught this into right 155 00:11:00,780 --> 00:11:04,030 in the middle of COVID situation. And when the stay at 156 00:11:04,110 --> 00:11:07,290 home mandates are down, not a surprise to us, but 157 00:11:07,810 --> 00:11:13,370 I'm very well prepared with only one respondent. And I'm not 158 00:11:13,370 --> 00:11:15,230 surprised to see the other part of the results that 159 00:11:15,230 --> 00:11:18,270 I share this in the slide is that, the financial services in 160 00:11:18,270 --> 00:11:21,170 U. S. organizations were the best prepared. So you might 161 00:11:21,540 --> 00:11:24,930 sit and think, " What led to this?" And IDC as 162 00:11:24,930 --> 00:11:27,810 a research firm, we spend a lot of time advising our end 163 00:11:27,810 --> 00:11:32,250 users on what they really need to do. The correlation 164 00:11:32,250 --> 00:11:36,320 here is that the organizations who were born digitally transformed, 165 00:11:36,820 --> 00:11:40,790 they're higher stages of maturity, of digital transformation, they were 166 00:11:40,790 --> 00:11:45,290 definitely well prepared. And you can see that there was a direct correlation between 167 00:11:45,360 --> 00:11:48,990 that, and even the financial organization, they have been embarking 168 00:11:48,990 --> 00:11:52,180 on their journey much longer and earlier. And that's why 169 00:11:52,180 --> 00:11:56,000 you could see that correlation. But now I will share in one of 170 00:11:56,540 --> 00:12:00,580 the upcoming slides here, that what the organizations are doing to 171 00:12:00,580 --> 00:12:04,260 be better prepared next time. And that's more important. I would 172 00:12:04,260 --> 00:12:06,970 like to focus on the forward looking approach and I'll 173 00:12:07,030 --> 00:12:10,050 walk you through and back in a couple of slides. 174 00:12:11,030 --> 00:12:18,790 Awesome. Well- With that if I'm going to... Yeah. Sorry, please go ahead. The next one 175 00:12:18,790 --> 00:12:23,080 is basically, we had asked them that the process of customer 176 00:12:23,110 --> 00:12:27,270 interactions that is happening through this newer channels. And again, 177 00:12:27,270 --> 00:12:29,420 I would like to reiterate on the point here that, 178 00:12:30,070 --> 00:12:33,920 this is the average that I'm presenting here. So, there 179 00:12:33,920 --> 00:12:37,200 are a couple of organizations who might be better prepared 180 00:12:37,200 --> 00:12:40,690 than the other, and the volume and the my team, but this is the mean, 181 00:12:40,690 --> 00:12:44,770 and the median value. Good sharing here. So, there could 182 00:12:44,770 --> 00:12:47,730 be a possibility that the U. S. organizations, if I presented 183 00:12:47,730 --> 00:12:51,080 the data cut just so that it could have been a little bit different. But 184 00:12:51,080 --> 00:12:53,530 not surprisingly, if I look at it from the mean and median 185 00:12:53,650 --> 00:12:58,700 perspective, it's very small percentage. And again, factor it that this is 186 00:12:58,700 --> 00:13:03,350 May, 2020 was happening to virtual agents. This number, I suspect 187 00:13:03,350 --> 00:13:05,580 if I'd understand it today, it would be a little 188 00:13:05,580 --> 00:13:10,130 bit higher than this, but it's a small percentage. Yeah, 189 00:13:10,230 --> 00:13:13,920 exactly. And the agents, the voicebots and chatbots percentage will 190 00:13:14,340 --> 00:13:18,990 also dramatically change. Most of them they're originally doing idea. But before 191 00:13:18,990 --> 00:13:21,060 I move on to the next slide, another very interesting 192 00:13:21,060 --> 00:13:23,980 stat that I want to share here is that we 193 00:13:23,980 --> 00:13:26,130 spend a lot of time talking to the end users 194 00:13:26,350 --> 00:13:29,250 and don't worry, there's still research as well, that what 195 00:13:29,250 --> 00:13:33,070 is really coming up and shaping up in addition to just 196 00:13:33,070 --> 00:13:38,220 the voicebots and chatbots is the computer vision effect to it. The computer vision 197 00:13:38,220 --> 00:13:42,360 has become more mature with image recognition achieving significant improvements. 198 00:13:42,470 --> 00:13:46,260 Thanks to deep learning techniques, computer vision, and CRM is 199 00:13:46,260 --> 00:13:49,910 very early stage. And it's far from being widely adopted. 200 00:13:49,910 --> 00:13:52,200 But if I look back, sit back and think that the rate 201 00:13:52,280 --> 00:13:55,860 at which things are changing, it will be relevant across the 202 00:13:55,860 --> 00:14:00,260 entire customer journey. It will be a through force multiplier for 203 00:14:00,260 --> 00:14:04,120 adding more essential insights for customer upsells and cross sells. 204 00:14:04,120 --> 00:14:06,550 So, that is something that we all need to look at and watch, 205 00:14:06,810 --> 00:14:22,780 and that, that's going to shape up big time in the near future. to that next slide is, there's an obvious question. We've seen voice agents and chat agents 206 00:14:22,780 --> 00:14:27,090 in this case really low at only 8%. And I guess Antony 207 00:14:27,820 --> 00:14:30,450 I'll put this question to you. What do you see? 208 00:14:30,970 --> 00:14:32,350 What do you think this is so low at this 209 00:14:32,350 --> 00:14:38,260 point in time? Well, I can't really blame customers on a low 210 00:14:38,260 --> 00:14:40,900 adoption of virtual agents for voice and chat. If you 211 00:14:40,900 --> 00:14:43,420 look historically, you look back two or three years ago, 212 00:14:44,260 --> 00:14:46,760 either you have an IVR that's forces you down a 213 00:14:46,760 --> 00:14:50,270 tree, or the chats are really just about routing you 214 00:14:50,720 --> 00:14:56,090 to the right agent. I can't say that the bots on 215 00:14:56,090 --> 00:15:02,500 voice or chat were really good to be mild in 216 00:15:02,560 --> 00:15:07,880 my assessment. But that is cheapest thing. The technology that 217 00:15:07,880 --> 00:15:12,400 enables us to deliver very high quality bots, which means 218 00:15:12,400 --> 00:15:15,400 they understand where you're saying, they can drive the conversation, 219 00:15:15,400 --> 00:15:19,700 they can answer questions, do backend fulfillment, actually deliver value 220 00:15:19,700 --> 00:15:23,610 to a customer. This is more new, in fact, in 221 00:15:23,610 --> 00:15:27,190 the last two years I would say, and really taking off. 222 00:15:27,190 --> 00:15:30,010 So on that, 8% makes sense what we're seeing across 223 00:15:30,010 --> 00:15:33,990 customers. Some don't use those channels at all. The ones 224 00:15:33,990 --> 00:15:38,190 who do use them are around 15 ish, 20% of 225 00:15:38,280 --> 00:15:41,510 no volume. So, that 8% average doesn't surprise me. It's very 226 00:15:41,950 --> 00:15:44,470 in line with our customers. And that low adoption, if 227 00:15:44,820 --> 00:15:47,580 you look a year from now, it's going to be completely different 228 00:15:47,580 --> 00:15:51,670 graph. Yeah, I totally agree. It might be low today, 229 00:15:51,670 --> 00:15:54,620 but this is where the growth factor is. And we're 230 00:15:54,620 --> 00:16:00,660 expecting to see the same customer base in Genesys. We constantly inundated with inquiries 231 00:16:00,660 --> 00:16:05,990 on, " How do we apply the virtualization technology?" Ritu, I guess, again, 232 00:16:05,990 --> 00:16:08,410 coming back to current times and the research that you've 233 00:16:08,410 --> 00:16:19,590 seen, how will the Contact Centers adapt in to the modern world and the things that are going on today? not an easy thing, but I always 234 00:16:20,130 --> 00:16:23,230 love to say this, " There's no choice." Customers have to do 235 00:16:23,230 --> 00:16:28,010 this in order to be innovative, providing, improving on the 236 00:16:28,010 --> 00:16:31,830 customer experience, but at the same time, not compromising on 237 00:16:31,830 --> 00:16:34,950 the operational efficiency. And it's a great balance that customers need 238 00:16:34,950 --> 00:16:38,510 to do. So, it all starts with me. This is universal 239 00:16:38,780 --> 00:16:44,590 across all AI initiatives, but it's very, very prevalent here. Culture, that's 240 00:16:44,750 --> 00:16:50,550 transforming the culture, the customer insights is democratized. Every employee 241 00:16:50,550 --> 00:16:55,060 becomes a change agent for the customer. I cannot emphasize 242 00:16:55,060 --> 00:16:58,390 this more because in the case of AI sometimes, people are 243 00:16:58,450 --> 00:17:02,290 a little bit because it's also another... It's just getting the 244 00:17:02,290 --> 00:17:05,070 comfort level, trusting it. And there are lots of advancements 245 00:17:05,070 --> 00:17:09,080 happening in that area. But once you have that culture, you're 246 00:17:09,250 --> 00:17:12,650 willing to understand where the customer needs are. This is 247 00:17:12,650 --> 00:17:14,650 really going to be day and night for the customer 248 00:17:14,650 --> 00:17:17,430 experience. And at the same time, you will be playing 249 00:17:17,430 --> 00:17:20,790 a very active role in building, working with the tools, 250 00:17:20,790 --> 00:17:24,490 and technologies, and the supplies, and the offerings to meet 251 00:17:24,820 --> 00:17:28,820 and improve your AI systems as well. So that's one. 252 00:17:29,170 --> 00:17:32,200 The second is that, gone are the days when people 253 00:17:32,200 --> 00:17:37,110 are doing metrics of measurement in isolation. Here people are 254 00:17:37,110 --> 00:17:40,990 trying to bring them together. There are AI, KPIs, and 255 00:17:41,030 --> 00:17:45,750 AI metrics have globally aligned with how they're measuring their customer 256 00:17:45,940 --> 00:17:50,700 experience metrics. So, they're both evolving so that there's huge amount of 257 00:17:50,800 --> 00:17:54,810 emphasis on improving the experience, and improving the measurements and 258 00:17:54,810 --> 00:17:58,810 aligning them together. And the third and the last thing is 259 00:17:58,810 --> 00:18:03,770 that, there's a huge amount of emphasis on human efficiency. 260 00:18:04,030 --> 00:18:06,730 And there was a lot of debate going on for some time, that 261 00:18:08,270 --> 00:18:11,370 AI is going to take over the human jobs and there 262 00:18:11,370 --> 00:18:14,790 was no experience with this in the foreseeable future. We 263 00:18:14,790 --> 00:18:18,250 see that it's making us much more efficient. It is 264 00:18:18,610 --> 00:18:21,090 helping us to be more empathetic. It is giving us 265 00:18:21,090 --> 00:18:24,550 real time guidance. So these are the three important things. Of course there are 266 00:18:25,010 --> 00:18:28,690 other parts of it, but these are that we are 267 00:18:28,690 --> 00:18:31,800 seeing in customers, how they're doing what they're doing to 268 00:18:31,800 --> 00:18:39,880 adapt to the newer customer Contact Center scenarios today. Awesome. And- point, 269 00:18:39,890 --> 00:18:46,270 Ritu. Just one point here, Ritu. The survey earlier with 270 00:18:46,270 --> 00:18:49,340 80 plus percent of people saying they see their volume 271 00:18:49,340 --> 00:18:51,730 going up, I think that's where really AI can help. 272 00:18:51,730 --> 00:18:55,180 Is to avoid having to increase your Contact Center resources 273 00:18:55,180 --> 00:18:59,220 by 80%, to answer that need. That's really where we're seeing 274 00:18:59,220 --> 00:19:02,310 actually a lot of usage of AI for Contact Centers, 275 00:19:02,630 --> 00:19:05,990 is to kind of tamper that growth of volume and 276 00:19:05,990 --> 00:19:09,180 make sure you have operational efficiency across your Contact Center 277 00:19:09,180 --> 00:19:12,020 without adding more people. It's not about a reduction of 278 00:19:12,020 --> 00:19:16,540 people. That's not what we've seen. Exactly. It's not about replacing 279 00:19:17,990 --> 00:19:22,410 human beings. It's making them more efficient, so they address the changing 280 00:19:22,410 --> 00:19:26,380 dynamics of the industry. Because the volumes will definitely increase, but 281 00:19:26,970 --> 00:19:31,290 we do not, and cannot adding more and more people to meet their demands. 282 00:19:34,550 --> 00:19:38,030 Exactly. And so, our audience can maybe discern what other 283 00:19:38,030 --> 00:19:41,710 customers are doing in the station. And that's a great example. It's 284 00:19:41,710 --> 00:19:44,610 not about replacing people, and maybe that's one of the 285 00:19:44,610 --> 00:19:48,780 big business drivers, just handling more. Are you seeing... And 286 00:19:48,780 --> 00:19:50,740 I guess this question is for both of you. Are you seeing 287 00:19:51,750 --> 00:19:56,040 other business drivers in the application of artificial intelligence that 288 00:19:56,040 --> 00:20:00,910 are not correlated, that are maybe not volume related, but other benefits of using 289 00:20:01,190 --> 00:20:08,470 applied, and machine learning, and AI to deliver a new experience? Yeah, absolutely. 290 00:20:08,470 --> 00:20:16,950 I think- Yeah, go ahead, Ritu. business driver, what we're seeing is, 291 00:20:17,800 --> 00:20:21,860 now the customer will come and first think about operational efficiency, cost reduction are 292 00:20:22,610 --> 00:20:24,740 the first thing they have in mind. But the reality is, 293 00:20:24,740 --> 00:20:28,490 when you start doing a Contact Center and put Contact 294 00:20:28,490 --> 00:20:31,670 Center AI in your Contact Center, you're really transforming your 295 00:20:31,670 --> 00:20:35,290 customer experience across all channels. And the business drivers to 296 00:20:35,290 --> 00:20:38,330 provide a coherent experience when you're on chat, when you're 297 00:20:38,330 --> 00:20:40,300 on voice, when you're on your web, or your mobile 298 00:20:40,300 --> 00:20:44,730 app, where the engine behind it, the AI behind is 299 00:20:44,730 --> 00:20:48,300 able to manage across those channels, switch channels, understand what was 300 00:20:48,300 --> 00:20:51,440 said, the context, the past history, et cetera, and provide 301 00:20:51,440 --> 00:20:56,050 you a unique voice for the company to that customer 302 00:20:56,050 --> 00:20:59,710 or that user, if talk about organizations. I think that 303 00:21:00,010 --> 00:21:02,890 the business driver is really having that coherence across the 304 00:21:02,890 --> 00:21:07,620 board, and having a very wonderful experience, no matter the 305 00:21:07,620 --> 00:21:11,000 channel, no matter the choice that the end user or customer is 306 00:21:11,000 --> 00:21:15,730 making, they get that experience across all channels in a 307 00:21:15,730 --> 00:21:19,720 very unified way. I think that's a big business driver. 308 00:21:21,300 --> 00:21:25,730 Agree, agree. And it is also reflected in our study 309 00:21:25,810 --> 00:21:28,220 here, which I'm just going to share the chart, with some 310 00:21:28,260 --> 00:21:33,730 of the facts on there. But for very first experience we're all talking about it, but 311 00:21:33,730 --> 00:21:39,930 because of usage of these as the, it's not just 312 00:21:39,930 --> 00:21:42,880 the consistent experience, which is very, very critical, but it's 313 00:21:42,990 --> 00:21:50,690 also passive into issue. Because enriching the human agent with 314 00:21:50,730 --> 00:21:56,210 the Insight in real time, it provides that timely response and a 315 00:21:56,520 --> 00:21:58,770 more intelligent response for lack of a better word here, 316 00:21:59,940 --> 00:22:07,400 is really, really being consummated with operational efficiency, consistency, and 317 00:22:07,400 --> 00:22:13,130 experience. But also getting the fastest response in the fastest time, 318 00:22:13,430 --> 00:22:17,960 in the more intelligent way, this is what AI is 319 00:22:17,960 --> 00:22:21,620 known for. It can do volumes and volumes of data, 320 00:22:21,810 --> 00:22:25,050 to pattern recognition, get Insights, and this advances in natural 321 00:22:25,050 --> 00:22:28,860 language processing can stop through tons and tons of data, and 322 00:22:28,860 --> 00:22:32,170 get you the right Insight at the right time. That's 323 00:22:32,170 --> 00:22:37,670 another very huge advantage. So, it's overall including bringing a good ... I'm 324 00:22:38,590 --> 00:22:42,970 IDC research. We also say that there's a huge correlation between 325 00:22:42,970 --> 00:22:46,470 customer experience and employee experience. And by usage of AI 326 00:22:46,650 --> 00:22:50,860 technology, you're not just making the customer happy, but you're 327 00:22:50,860 --> 00:22:55,750 also making the employee happier, employee more efficient. And that has 328 00:22:55,750 --> 00:22:59,310 a direct correlation on the customer experience. When many times we 329 00:22:59,310 --> 00:23:01,860 all come to work and if we're unhappy more, we're 330 00:23:01,860 --> 00:23:06,960 excited to serve our customers better. So there's a direct correlation there, which 331 00:23:07,400 --> 00:23:10,780 the advancements in AI technology is helping, and that's why the 332 00:23:10,780 --> 00:23:15,900 human agent efficiency, and human needs, and empowerment, and augmentation is so, 333 00:23:15,900 --> 00:23:20,110 so fundamental to the successful adoption of this. And people 334 00:23:20,110 --> 00:23:23,820 can't go to the other parts of the chart, but I also 335 00:23:23,820 --> 00:23:30,820 emphasize that empathy... Because you can understand the... Remember in one of 336 00:23:31,220 --> 00:23:34,830 the slides before, I was talking about where you could actually understand the 337 00:23:34,830 --> 00:23:38,870 sentiment. You can understand the rational of why people are 338 00:23:39,140 --> 00:23:44,130 calling you, and you could react in that particular situation in a much more empathetic 339 00:23:44,260 --> 00:23:48,850 way, because then you have that kind of intelligence real time. It's way 340 00:23:49,520 --> 00:23:54,690 more to the agents. This is very, very much aligned 341 00:23:54,690 --> 00:23:57,420 to what we are trying to think from a bigger picture 342 00:23:57,420 --> 00:24:03,220 than the survey insights that also align to that. Before 343 00:24:03,580 --> 00:24:05,730 I move on to the next slide, I just wanted 344 00:24:05,730 --> 00:24:09,640 to say that I think Tracy you asked this question, "What are the customers doing?" Of course their primary work, is one of 345 00:24:09,640 --> 00:24:14,330 the top reactions, but they'd also feed up a little 346 00:24:14,330 --> 00:24:18,460 bit of more question on the survey that because of 347 00:24:18,460 --> 00:24:21,390 this crisis... This is not a one time, this could happen again. 348 00:24:21,390 --> 00:24:24,490 How do you make yourself more resilient organization? So, what 349 00:24:24,490 --> 00:24:29,380 are the new IT investments that this experience has taught the customers and 350 00:24:29,380 --> 00:24:32,080 what they're doing it? The three things that you see 351 00:24:34,960 --> 00:24:38,790 here is that, in the past, sometimes people sit and decide whether they want to be on the public cloud 352 00:24:39,280 --> 00:24:43,690 scenario. This has really accelerated that, and people are seriously 353 00:24:45,080 --> 00:24:50,270 looking into it. The second is that the maturity that Antony also 354 00:24:50,270 --> 00:24:52,810 mentioned, and I also mentioned, and Chris, you mentioned at 355 00:24:52,810 --> 00:24:55,970 the start of the presentation is that the conversational AI 356 00:24:55,970 --> 00:24:59,700 technologies have improved so much in leaps and bounds in 357 00:24:59,700 --> 00:25:02,190 the last 12 to 18 months. And because of that, 358 00:25:02,510 --> 00:25:05,160 there is a sophistication in the response. It's not just, " 359 00:25:05,160 --> 00:25:09,580 Rule says yes or no." There's a significant amount of depth 360 00:25:09,580 --> 00:25:13,610 in the answering of the questions and answers. So people are getting 361 00:25:13,610 --> 00:25:16,820 more comfortable with the chatbot and also an omni experience. 362 00:25:17,280 --> 00:25:20,810 Whether they're working for a live chat, or for this chat, or 363 00:25:20,810 --> 00:25:24,220 through an IVR, everything they want that sense of experience. So, there's 364 00:25:24,220 --> 00:25:29,130 much more willingness to embrace it. And that is not 365 00:25:29,130 --> 00:25:32,980 the least, there are other factors, but digitization. We have been 366 00:25:32,980 --> 00:25:36,530 saying this for a long time that accelerated. Two years 367 00:25:36,530 --> 00:25:39,140 of digital transformation has happened in two months and it 368 00:25:39,240 --> 00:25:44,610 has accelerated the digital transformation. Increased digital digitization in the 369 00:25:44,610 --> 00:25:52,810 customer environment is really the investments that people are going to make. IDC has predicted 370 00:25:52,810 --> 00:25:57,070 that while we are in grim times, the investments in AI 371 00:25:57,070 --> 00:26:00,670 and the investments embracing of AI technology to make them 372 00:26:00,930 --> 00:26:07,400 more resilient, and this in the next new normal is something that AI 373 00:26:07,440 --> 00:26:11,660 will play a very significant part in that. Yeah, absolutely. 374 00:26:11,900 --> 00:26:14,980 And I want to maybe echo something that you said there, about 375 00:26:15,260 --> 00:26:20,020 providing empathetic customer experiences. And now more than ever, I 376 00:26:20,020 --> 00:26:22,480 feel like we need to have empathy for our fellow 377 00:26:22,720 --> 00:26:27,680 human. We're all going through something we know this is a generational thing. Something 378 00:26:27,680 --> 00:26:32,240 we haven't seen in many generations. So, what we're experiencing 379 00:26:32,240 --> 00:26:38,280 now is different, but crisis creates opportunity. And we're also 380 00:26:38,280 --> 00:26:41,870 seeing that this is actually being a bit of a 381 00:26:41,870 --> 00:26:44,730 non dialogue, as you said, Ritu, to some of the 382 00:26:45,000 --> 00:26:50,130 applications of AI. I want to talk a little bit about how we're seeing this 383 00:26:50,130 --> 00:26:55,220 technology start to be applied in three major use cases. I'm going to echo 384 00:26:55,220 --> 00:26:59,500 back to something which you said earlier with our voicebots, chatbots, and Agent 385 00:26:59,580 --> 00:27:02,150 Assist. And let me just take you through very quickly on 386 00:27:02,150 --> 00:27:04,930 what those are, and how they might be applied and 387 00:27:04,930 --> 00:27:08,550 why you might apply them in your organization. So the 388 00:27:08,550 --> 00:27:11,560 first if I could really summarize a lot of that 389 00:27:11,560 --> 00:27:15,810 upfront processing, is voicebots. And we're at a point now 390 00:27:15,810 --> 00:27:20,580 with the technology with natural language understanding the speaker recognition, a 391 00:27:20,580 --> 00:27:26,240 lot of that powered by Google to really understand phrases 392 00:27:26,810 --> 00:27:29,690 better than we ever had before, and at least a 393 00:27:30,080 --> 00:27:34,170 customer intents, so that we can have a much more data experience. And if 394 00:27:34,170 --> 00:27:36,170 you've been around the industry for any length of time 395 00:27:36,670 --> 00:27:40,610 like myself, that in the two thousands, it was a single 396 00:27:40,610 --> 00:27:43,450 word that was being said, and it couldn't detect that 397 00:27:43,680 --> 00:27:46,920 piece of recognition. And then we had to build these complicated 398 00:27:46,920 --> 00:27:51,890 speech, IVRs to deliver an experience. And really today what we're 399 00:27:51,890 --> 00:27:56,060 seeing is your IVR is a voicebot. And that's the 400 00:27:56,060 --> 00:28:00,480 evolution of the Contact Center technology, artificial or machine learning 401 00:28:00,480 --> 00:28:04,900 being applied in our space. Which brings the question, " Why would you do 402 00:28:04,900 --> 00:28:09,190 that? What is better than my IVR today?" And it really 403 00:28:09,190 --> 00:28:14,860 is that natural language processing that allows your customers to 404 00:28:15,100 --> 00:28:18,910 speak in plain speak, and to get to an outcome 405 00:28:18,910 --> 00:28:23,680 much more quickly, which ultimately improves their experience. But it's 406 00:28:23,680 --> 00:28:27,760 not just that upfront or self service experience that benefits 407 00:28:27,760 --> 00:28:31,560 from a voicebot, it also means that by the time that 408 00:28:31,790 --> 00:28:35,030 customer gets to an agent, the agent has a better 409 00:28:35,030 --> 00:28:38,950 understanding of what's going on as well. Because we're using 410 00:28:39,150 --> 00:28:43,630 CCAI in this case to intent, fill in the slots, 411 00:28:43,630 --> 00:28:47,930 and really have a more complete picture of that interaction. And again, 412 00:28:48,380 --> 00:28:52,420 overall, it rolls into that improved customer experience. We're going to go into 413 00:28:52,420 --> 00:28:56,100 a little bit more about the Genesys and Google partnership in just a 414 00:28:56,100 --> 00:28:59,700 few seconds. The other major use case that we see 415 00:28:59,700 --> 00:29:03,020 is chatbots. And I want to really say from the outset 416 00:29:03,530 --> 00:29:06,830 chatbots doesn't mean web chat. Chatbots can be applied on 417 00:29:06,850 --> 00:29:10,110 any textual medium that Genesys AI is able to route 418 00:29:10,160 --> 00:29:15,340 using the very same technology, natural language processing that you see in voice, 419 00:29:15,610 --> 00:29:19,820 as you see in text, and applying that to WhatsApp, WeChat, Apple 420 00:29:19,820 --> 00:29:23,450 Business Chat, of course Web Messaging as well when I 421 00:29:23,450 --> 00:29:28,260 synchronize messaging. All of that same technology, because Genesys can 422 00:29:28,260 --> 00:29:31,860 route that, and we've connected that with Google Contact Center AI. 423 00:29:32,140 --> 00:29:34,610 You can take advantage of the machine learning that's being 424 00:29:35,340 --> 00:29:46,110 applied there. Very similar experiences that we're seeing in the voicebot world, that in the chatbot world, that maybe with some richer experiences, depending on 425 00:29:46,110 --> 00:29:48,560 the medium that they're operating in. And what I mean 426 00:29:48,560 --> 00:29:52,660 by that is, with asynchronous media or Web Messaging, you've 427 00:29:52,660 --> 00:29:57,780 got the opportunity to actually insert, and images, and mix 428 00:29:57,780 --> 00:30:00,940 that with text. And the bot can actually do some pretty sophisticated 429 00:30:02,130 --> 00:30:07,040 things in that, including the complete self- service interactions, but 430 00:30:07,040 --> 00:30:10,540 be on your orchestrated platform that brings in the right 431 00:30:10,540 --> 00:30:14,660 technology at the right time, and when it does get to 432 00:30:14,850 --> 00:30:18,580 an agent that entire conversation is seen, and you can 433 00:30:18,580 --> 00:30:22,330 actually act on it in real time. And then lastly, and 434 00:30:22,330 --> 00:30:24,800 this is probably the one that I think is the 435 00:30:24,800 --> 00:30:28,510 most leading edge, but one that we probably expect to 436 00:30:28,510 --> 00:30:34,230 see more and more adoption as we go forward, which is Agent 437 00:30:34,230 --> 00:30:38,190 Assist. An Agent Assist, is what it says. It's providing 438 00:30:38,560 --> 00:30:43,600 artificial intelligence augmentation with the agent in the Contact Center to provide 439 00:30:43,600 --> 00:30:48,090 a better experience. And there's been, again, those leaps and bounds of 440 00:30:48,340 --> 00:30:53,140 how we integrate with this technology from an agent experience, 441 00:30:53,140 --> 00:30:56,350 from a desktop experience, from a voice experience, so that 442 00:30:56,420 --> 00:30:59,710 we're providing insights to the agent and surfing through them 443 00:30:59,920 --> 00:31:04,050 with knowledge in real time, and really having a very 444 00:31:04,410 --> 00:31:10,490 augmented conversation. I want to pause on that one because, Antony, this is absolutely in your domain 445 00:31:10,490 --> 00:31:17,240 as something that you talk about every day. So, how is the technology at 446 00:31:17,240 --> 00:31:20,690 Google, that we've talked about in voicebots and chatbots being applied 447 00:31:20,690 --> 00:31:26,930 in Agent Assist? An Agent Assist as you said, is 448 00:31:26,930 --> 00:31:29,270 a little newer in it's technology, but it's really a 449 00:31:29,270 --> 00:31:33,590 breakthrough that's been enabled by the advent of voice and speech 450 00:31:33,590 --> 00:31:39,230 to text in particular, speech to text technologies. Google has a 451 00:31:39,230 --> 00:31:44,090 long history of trying to understand speech either through understanding 452 00:31:44,090 --> 00:31:46,700 YouTube videos, to be able to search them and remove 453 00:31:46,700 --> 00:31:50,810 hate speech in YouTube videos. Either through a Google Home 454 00:31:50,810 --> 00:31:53,990 Assistant, and understand all the requests from users, that's millions 455 00:31:53,990 --> 00:31:59,770 and millions of requests every year. And also through transcription 456 00:31:59,770 --> 00:32:03,110 of voice messages on phone. You have Google voice and 457 00:32:03,110 --> 00:32:07,430 you can do your voicemail transcription. So all that technology... 458 00:32:07,430 --> 00:32:10,310 And voice search, obviously. So, Google has put a lot 459 00:32:10,310 --> 00:32:13,740 of effort in R& D into understanding voice, and thanks 460 00:32:13,740 --> 00:32:17,900 to that, we can now propose real time, voice transcription 461 00:32:18,280 --> 00:32:21,650 and understanding of a conversation between an agent and a 462 00:32:21,650 --> 00:32:26,810 user, and really provide in real time, the right suggestions, 463 00:32:26,810 --> 00:32:30,710 the right responses, the right document, the right flows that 464 00:32:30,770 --> 00:32:34,130 the agent needs to do their job faster. And that's 465 00:32:34,130 --> 00:32:37,240 really changing the game for agents. Ritu was talking about 466 00:32:37,240 --> 00:32:39,860 agent satisfaction, we're seeing that go up. We're seeing average 467 00:32:39,860 --> 00:32:43,140 handling time go down, we're seeing call summary going down 468 00:32:43,280 --> 00:32:46,070 in terms of how much time they spend typing after 469 00:32:46,070 --> 00:32:49,480 the call, the call disposition, we see first call resolution 470 00:32:49,620 --> 00:32:53,560 improving. On and on, the Agent Assist is really now the 471 00:32:55,120 --> 00:33:01,080 little coach or assistive technology for human agents in the Contact 472 00:33:01,080 --> 00:33:07,580 Center, enabling new experiences for the end user. Absolutely. So I 473 00:33:07,580 --> 00:33:10,410 want to come to another poll question in interest of 474 00:33:10,410 --> 00:33:15,740 time. From your perspective, what are you looking to implement? Any 475 00:33:15,740 --> 00:33:19,880 of these technologies, voicebots or chatbots specifically in the next three 476 00:33:19,880 --> 00:33:25,980 to six months, or maybe six to 12 months? Is that a 477 00:33:25,980 --> 00:33:28,750 new thing? Is it something that you want to act on now? Is it something that 478 00:33:29,350 --> 00:33:32,240 is more future- looking for you? I'm guessing the fact 479 00:33:32,240 --> 00:33:33,940 that you've turned up to this webinar today that means 480 00:33:34,860 --> 00:33:38,220 all interest to you, but we want to get a bit of a gauge to 481 00:33:38,220 --> 00:33:42,800 see if that deals with our research on how people 482 00:33:42,800 --> 00:33:45,620 are starting to adopt this technology. I'll give that a 483 00:33:45,620 --> 00:33:50,160 few more seconds. Eyeballs on screen, and then I'll go 484 00:33:50,160 --> 00:33:52,650 to the poll results. Do we want to take a guess 485 00:33:52,650 --> 00:33:58,620 anyone on where people are going to land? All right. Yes. Three 486 00:33:58,620 --> 00:34:02,170 to six months, in six to 12? Okay, I think 487 00:34:02,170 --> 00:34:07,880 the call out here is actually the people that said no, that are in the minority. So, the majority- 488 00:34:08,470 --> 00:34:11,020 Maybe because they already have something. I don't know. Maybe, 489 00:34:11,100 --> 00:34:14,920 no. Because we saw 8% of people already have it. So maybe the nos are people 490 00:34:14,920 --> 00:34:18,720 who have something in place. now we should have put that option in. We should 491 00:34:18,720 --> 00:34:20,760 have said" I've already got it." That no would have been on 1%. 492 00:34:24,870 --> 00:34:28,300 That's wonderful. I did see a question that came through 493 00:34:28,300 --> 00:34:32,850 as we're going, here from Rick. And Rick, I hope 494 00:34:32,850 --> 00:34:36,780 I'm going to touch on some of your question, and the question is, " 495 00:34:36,780 --> 00:34:42,360 How does Google and Genesys differentiate and add some capability 496 00:34:42,360 --> 00:34:46,150 and value?" I want to talk about that, but also when we get 497 00:34:46,150 --> 00:34:49,550 into Q&A, I'm going to come back to your question and answer it in a bit more detail as well. 498 00:34:50,320 --> 00:34:52,870 When we think about Google and Genesys, these are two industry 499 00:34:52,870 --> 00:34:57,350 leaders. Genesys being the only channel contacted a platform that really allows you 500 00:34:57,350 --> 00:35:02,160 to do journey orchestration, bringing multiple technologies from different vendors 501 00:35:02,380 --> 00:35:05,760 and really orchestrate all of those together in a cohesive 502 00:35:05,820 --> 00:35:09,650 manner, to deliver the very best experience that is out 503 00:35:09,650 --> 00:35:13,240 there. But we can't do it alone. And when we've looked across 504 00:35:13,910 --> 00:35:18,280 the marketplace, hope Google has done the same, it's really providing 505 00:35:18,280 --> 00:35:22,790 the best technology to our customers that integrates really, really neatly 506 00:35:23,010 --> 00:35:28,280 to deliver artificial intelligence capability inside the platform that maybe 507 00:35:28,280 --> 00:35:34,280 you have today, or the platform that you think of moving to in the future. What that means is that 508 00:35:34,710 --> 00:35:38,750 if you look at artificial intelligence technology in isolation, you 509 00:35:38,750 --> 00:35:41,070 can do a lot. You can use APIs, you can 510 00:35:41,070 --> 00:35:44,320 build what you need to build, and that might take 511 00:35:44,320 --> 00:35:49,930 time, but there's a depth of capability within Genesys in our platform, in the 512 00:35:49,930 --> 00:35:54,480 cloud, but also in our multicloud platform for everyone else, 513 00:35:54,760 --> 00:35:58,540 that allows you to plug in these different technology components, 514 00:35:58,540 --> 00:36:03,200 and take advantage of all of the routing of the orchestration services, all of 515 00:36:03,700 --> 00:36:08,610 the reporting, the analytics, the entering conversation view, the widgets, 516 00:36:08,610 --> 00:36:13,220 the desktop. That complete Contact Center package that you have, 517 00:36:13,460 --> 00:36:18,750 strapped on with artificial intelligence technology as well. So Antony, 518 00:36:19,040 --> 00:36:22,540 I know this is a long running partnership for us, at 519 00:36:22,540 --> 00:36:25,630 least from 2018. Do you want to add any commentary 520 00:36:25,630 --> 00:36:31,670 around how Google Cloud and Genesys put together? This is 521 00:36:31,670 --> 00:36:33,820 a very exciting partnership we've been at. I think you were 522 00:36:33,820 --> 00:36:36,770 one of the very, very first partners that we talked 523 00:36:36,770 --> 00:36:40,360 to, and we made that partnership. The goal here for 524 00:36:40,360 --> 00:36:45,230 us was really to also leverage, not only the innovation 525 00:36:45,230 --> 00:36:48,480 that Genesys is bringing to the market, but also leverage 526 00:36:49,150 --> 00:36:51,960 a lot of customers that have Contact Centers with Genesys 527 00:36:51,960 --> 00:36:55,220 in place and wanted to bring more AI, more capabilities. 528 00:36:55,250 --> 00:36:59,160 And we're seeing the opportunity here to avoid a rip 529 00:36:59,160 --> 00:37:04,240 and replace, of your implementation, and really upgrade whatever you 530 00:37:04,240 --> 00:37:07,830 had from Genesys. Genesys upgrading a lot of their own 531 00:37:07,830 --> 00:37:11,210 capabilities into their customer experience, but I think the Agent 532 00:37:11,210 --> 00:37:15,960 Assist, the virtual agent, and those capabilities are really things 533 00:37:15,960 --> 00:37:20,730 that we feel strongly about our capabilities, and having that 534 00:37:20,730 --> 00:37:25,770 as part of the Genesys platform is really powerful. I feel 535 00:37:25,770 --> 00:37:30,410 so super exciting to have this in place. I'm going 536 00:37:30,410 --> 00:37:33,960 to come to another question that's being asked in real time here 537 00:37:33,960 --> 00:37:36,940 about some of the joint customer use cases that we 538 00:37:36,940 --> 00:37:41,120 see from Google and Genesys. And I know, just by coincidence, 539 00:37:41,120 --> 00:37:45,030 that is the very next slide that Antony is going to talk to, but I'll give 540 00:37:45,030 --> 00:37:47,650 you an anecdotal example of a customer that's gone live 541 00:37:47,650 --> 00:37:53,220 with a Google Contacts Center AI and Genesys recently, where they reduced 26 542 00:37:53,390 --> 00:38:00,010 speech IVR applications down to one. And if you ever 543 00:38:00,010 --> 00:38:03,620 had to operate these or build these, the significance of 544 00:38:03,720 --> 00:38:06,760 every single one of those applications. We're able to use Dialogflow 545 00:38:06,760 --> 00:38:12,060 in this instance with Genesys new gauge. This customer, which was a telecommunications customer, 546 00:38:13,980 --> 00:38:19,440 was able to greatly reduce their managed applications down to 547 00:38:19,620 --> 00:38:24,680 essentially one application that's orchestrated by Genesys. And the way 548 00:38:24,680 --> 00:38:28,640 they did that, this is using some of the technologies that are on this slide, which 549 00:38:28,690 --> 00:38:31,250 Antony, I might hand over to you to talk about in a bit more detail. I 550 00:38:31,250 --> 00:38:36,680 know I will add something on that telecom customer. It was 551 00:38:36,680 --> 00:38:39,930 not in English, which is also one of the power 552 00:38:39,930 --> 00:38:43,700 the Google platform, is we support quite a few languages for 553 00:38:43,940 --> 00:38:46,950 CCAI, and this is a very big success story that 554 00:38:46,950 --> 00:38:51,840 was not only for English speakers. I'll just maybe do 555 00:38:51,840 --> 00:38:59,000 that. So, yes, as Chris mentioned, we have three main 556 00:38:59,000 --> 00:39:02,650 products as part of our CCAI portfolio. To build virtual 557 00:39:02,650 --> 00:39:05,510 agents, there's is a product called Dialogflow, we'll talk a little 558 00:39:05,510 --> 00:39:10,770 bit more about that. Our Agent Assist capability named Agent 559 00:39:10,770 --> 00:39:14,460 Assist, very creative, will be there to help your agents 560 00:39:14,750 --> 00:39:18,330 both on chat and voice channels. And our newborn Insights 561 00:39:18,490 --> 00:39:23,300 Platform just launched now factually yesterday, and will go GA 562 00:39:23,300 --> 00:39:28,940 pretty quickly. After that there's looking all of the data that's 563 00:39:28,940 --> 00:39:32,340 coming in, in your Contact Center, on chat and voice 564 00:39:32,340 --> 00:39:36,850 channel and using all that data to help you derive 565 00:39:36,950 --> 00:39:43,960 insights, trends, search, help QA managers and training, review calls 566 00:39:44,510 --> 00:39:47,250 and really drive insight sentiment, et cetera, is all in 567 00:39:47,250 --> 00:39:50,020 the Insights Platform. So, those are the three products that you 568 00:39:50,020 --> 00:39:53,560 will see as part of the portfolio called TCI at 569 00:39:53,560 --> 00:40:03,460 Google, and they're available on the Genesys platform. is putting the elephant on 570 00:40:03,460 --> 00:40:06,860 the table, so to speak. Which is my way of 571 00:40:07,110 --> 00:40:10,470 saying, address the elephant in the room. Have you tried 572 00:40:10,470 --> 00:40:14,020 natural language processing with bots? And if so, which are 573 00:40:14,020 --> 00:40:22,790 the ones that you've tried? Because there are multiple choices out there that you can work with, and maybe the answer is no, you're not there yet, and you're maybe 574 00:40:22,790 --> 00:40:26,930 evaluating, or you've experimented, or maybe you already live. So 575 00:40:28,080 --> 00:40:30,190 I'll give that a few seconds. The options here are 576 00:40:30,190 --> 00:40:36,120 Amazon Lex, Google Dialogflow, Microsoft LUIS, IBM's Watson, something else? 577 00:40:36,120 --> 00:40:40,760 Maybe homegrown, or a third party, or you haven't tried 578 00:40:40,760 --> 00:40:47,650 any of them. I know this is probably a multiple choice answer, but let's see where people land. And we've got to put in an even 579 00:40:47,650 --> 00:40:58,560 split. Oh, that's. I try which is amazing. But also 580 00:40:58,560 --> 00:41:01,710 the call out here for me is the majority, and 581 00:41:01,830 --> 00:41:06,700 the majority haven't tried natural language understanding yet. And really, 582 00:41:06,880 --> 00:41:09,640 I would encourage you to maybe look at it. This is what we're talking 583 00:41:09,640 --> 00:41:13,810 about. It's the fundamental technology behind all of these cases that 584 00:41:13,810 --> 00:41:19,850 we're talking about today. It is a good time to 585 00:41:19,850 --> 00:41:24,550 try because this slide actually is relevant too. You probably haven't 586 00:41:24,550 --> 00:41:28,420 tried because you've had very bad experience calling Contact Centers, 587 00:41:29,610 --> 00:41:33,690 and you really think those things don't work. In terms of NLU, 588 00:41:36,070 --> 00:41:37,980 Google is really... It's quite a lot of paper. And actually 589 00:41:38,050 --> 00:41:41,700 Google even open sourced a very large transformer called BERT, 590 00:41:42,240 --> 00:41:45,640 which is transforming the NLU space right now. And Google 591 00:41:45,640 --> 00:41:48,500 has its own version of BERT, which uses a lot 592 00:41:48,500 --> 00:41:55,130 more data. But that's where NLU has drastically changed in, 593 00:41:55,240 --> 00:42:01,070 let's say, 12 to 18 months. Drastically change, entities traction, intent detection, 594 00:42:01,470 --> 00:42:04,240 the courtesy of intent detection and matching is much, much 595 00:42:04,240 --> 00:42:06,440 higher than what you would get in two or three 596 00:42:06,440 --> 00:42:08,570 years ago. So I think it's a good time to 597 00:42:08,570 --> 00:42:12,630 test it out. Obviously Google, as I mentioned earlier, is 598 00:42:14,000 --> 00:42:19,420 understanding speech. And NLU for Google, as a whole Google 599 00:42:19,420 --> 00:42:23,210 search even, is a core technology that is needed for 600 00:42:23,210 --> 00:42:28,440 Google to function. So the investment we're making there is 601 00:42:28,510 --> 00:42:31,230 obviously massive because it's not just investment that's made for 602 00:42:31,230 --> 00:42:33,770 CCAI, it's investment that's made for Google as a whole. 603 00:42:34,200 --> 00:42:37,170 Obviously we're very, very careful about what data we use. 604 00:42:37,180 --> 00:42:40,560 We use public data, Google Assistant, YouTube, Voicemail, et cetera. 605 00:42:40,880 --> 00:42:44,590 We're not using any other cloud customer's data, because that would completely 606 00:42:44,590 --> 00:42:50,650 breach our privacy and confidentiality. But the customers do benefit 607 00:42:50,650 --> 00:42:53,180 from a lot of that research and investment that Google 608 00:42:53,180 --> 00:42:57,750 is doing in the space. Antony, I know people are 609 00:42:57,750 --> 00:43:00,000 really curious about some of these things. So, I want 610 00:43:00,000 --> 00:43:02,320 to flash some of the stats and ask you to talk 611 00:43:02,320 --> 00:43:06,020 through them on conversational AI, which is what you lead 612 00:43:06,020 --> 00:43:12,230 the people. Those are some of the numbers that are a 613 00:43:12,250 --> 00:43:15,060 reflection, a bit of that investment that we're making, and 614 00:43:15,060 --> 00:43:19,810 they turn into vast adoption from customers. Thousands and thousands 615 00:43:19,810 --> 00:43:24,610 of customers are using a Dialogflow out of price customer. Dialogflow has 616 00:43:24,610 --> 00:43:27,750 reached a big milestone last year. I think it was last, 617 00:43:27,750 --> 00:43:30,940 next, it was around eight or 900, 000 developers on 618 00:43:30,940 --> 00:43:34,160 the platform. We actually reached 1. 4 million developers on the platform 619 00:43:34,160 --> 00:43:36,360 the last two months. And it's still growing very, very 620 00:43:36,360 --> 00:43:40,780 fast. So Dialogflow has a massive public community that really 621 00:43:41,110 --> 00:43:46,320 helps people with creating bots. We support 32 languages for 622 00:43:46,320 --> 00:43:49,580 voice and a lot, lot more. I think it's 80 or something 623 00:43:49,580 --> 00:43:54,270 in chat. We have full integration with Genesys platform, which 624 00:43:54,270 --> 00:43:57,120 is the partnership here, which is awesome, but things like... 625 00:43:57,380 --> 00:44:00,620 Our bots can handle 20,000 intent for example, in a 626 00:44:00,620 --> 00:44:04,540 single agent. In a single agent. That means one entry 627 00:44:04,540 --> 00:44:08,190 point, and you can do 20, 000 in intent detection 628 00:44:08,190 --> 00:44:11,150 and route people throughout the entire company. You don't have 629 00:44:11,150 --> 00:44:13,610 to ask people to press one for service, and two 630 00:44:13,610 --> 00:44:16,300 for support. This is all part of the conversation get 631 00:44:16,300 --> 00:44:19,650 down and it all use case in switch between each of them. 632 00:44:19,840 --> 00:44:21,640 You call for billing first, and then you want to 633 00:44:21,640 --> 00:44:25,640 change plan. All that is done in a single agent, 634 00:44:26,250 --> 00:44:30,230 thanks to that kind of capabilities. WaveNet is interesting. WaveNet is the 635 00:44:30,230 --> 00:44:32,850 ability to create... It's text to speech. It's the reverse. 636 00:44:33,050 --> 00:44:34,720 You're speaking to the bot, the bot has to speak 637 00:44:34,720 --> 00:44:37,950 back to you. And Google has released and developed, and 638 00:44:37,950 --> 00:44:42,360 actually released the WaveNet technology, to create voices that are 639 00:44:42,420 --> 00:44:48,370 very human sounding. And what we've realized is the more 640 00:44:48,370 --> 00:44:51,710 human sounding, the more engaging those voices are, the more 641 00:44:51,710 --> 00:44:55,680 the customers or users of the platform are actually engaged. So, getting 642 00:44:55,680 --> 00:44:58,700 to a point where those voices are very, very human, 643 00:44:59,560 --> 00:45:05,050 will help adoption of voice bots in the field. And 644 00:45:05,250 --> 00:45:07,750 without ever deceiving customers, you never want to make them 645 00:45:07,750 --> 00:45:09,910 think they're talking to a human when they're talking to 646 00:45:09,910 --> 00:45:13,040 a bot. But having that engaging voice is very, very 647 00:45:13,040 --> 00:45:15,440 important to deploying a bot, and that's available today. There's 648 00:45:17,740 --> 00:45:21,700 150 or 60, I can't remember exactly, WaveNet voices available 649 00:45:21,700 --> 00:45:27,950 to you on the Google platforms in many, many languages. It's funny. I'm 650 00:45:28,490 --> 00:45:31,390 going to pick up on something about WaveNet, which again, for 651 00:45:31,390 --> 00:45:35,310 a Contact Center audience, this is quite transformative. If you think of 652 00:45:36,890 --> 00:45:40,250 the thousands of different prompts, they recorded as part of 653 00:45:40,250 --> 00:45:50,640 your flows today, and having to take that to a recording artist or somebody in the Contact Center, just to record that quick message. Imagine what 654 00:45:50,640 --> 00:45:55,140 that means for you when you can start to type 655 00:45:55,140 --> 00:45:57,510 them and allow the system to use brand then use... Sorry, to use a 656 00:45:58,960 --> 00:46:02,420 voice that is on brand for you, and choosing one of 657 00:46:02,420 --> 00:46:06,530 those waves in their voices. That's a huge operational efficiency that is just built 658 00:46:06,530 --> 00:46:11,240 into the platform. And that brings me to the peanut 659 00:46:11,240 --> 00:46:14,310 butter and jelly, the better to get a slide. And 660 00:46:14,310 --> 00:46:19,560 the reason for that is, when we think about all of the things that go into operating and managing a 661 00:46:19,630 --> 00:46:25,340 Contact Center operation, Genesys has user experience. Unlike where we 662 00:46:25,340 --> 00:46:29,250 put a bot in the front, and have that as isolated experience, 663 00:46:29,490 --> 00:46:33,440 really what we advocate at Genesys is let your customer experience platform 664 00:46:33,530 --> 00:46:37,950 orchestrate that entire end- to- end customer conversation. Genesys has 665 00:46:37,950 --> 00:46:41,350 some artificial intelligence technology on its own with something we call Predictive 666 00:46:41,350 --> 00:46:44,810 Web Engagement, that allows you to engage customers based on 667 00:46:44,810 --> 00:46:47,230 all of the data that we know and drive them to an 668 00:46:47,230 --> 00:46:50,500 experience that is very best for them. Sometimes that's a 669 00:46:50,500 --> 00:46:56,440 human. Sometimes that's a piece of content. Other times that's a bot. And using that upfront decision 670 00:46:56,440 --> 00:46:59,660 logic in an orchestration, we can really optimize that end 671 00:47:00,370 --> 00:47:03,520 to end customer experience and bring in the technology at 672 00:47:03,520 --> 00:47:06,730 the right time. I'm going to come back to Ritu 673 00:47:07,060 --> 00:47:08,220 here for a second, because we've got a couple of 674 00:47:08,650 --> 00:47:11,210 key takeaways and then we want to get into your 675 00:47:11,770 --> 00:47:25,840 audience Q& A. So, Ritu, why don't you just recap for us some of the research? all dimensions. That's fantastic. 676 00:47:26,220 --> 00:47:30,810 And so, if I actually walk you through, in the 677 00:47:30,880 --> 00:47:34,830 study that we just talked about, the 407 different organizations worldwide, 678 00:47:35,630 --> 00:47:38,390 and across the different industry, there are folks who are 679 00:47:38,390 --> 00:47:41,910 early adopters of this technology. So, kudos to them and we 680 00:47:41,910 --> 00:47:44,910 ask them, " What are your metrics and what are the 681 00:47:44,980 --> 00:47:48,240 rate of improvements that you're actually seeing today, and also what 682 00:47:48,520 --> 00:47:50,610 you envision it to be in the next three years?" 683 00:47:50,960 --> 00:47:53,880 So, very heartening to see, and I saw one question 684 00:47:53,880 --> 00:47:56,900 in the chat here that someone was asking that, " What is 685 00:47:56,900 --> 00:48:01,470 the ROI of this investment? Is it just the employee, human 686 00:48:01,470 --> 00:48:04,310 agent productivity?" And if you think the earlier adopters, of 687 00:48:04,310 --> 00:48:07,590 course they have seen improvement in efficiency and that is 688 00:48:07,590 --> 00:48:10,650 one of the metrics, but the top seat, is not just 689 00:48:10,650 --> 00:48:14,480 the efficiency of the human agents. It's actually better customer 690 00:48:14,480 --> 00:48:20,100 experience. They might be measuring it either through NPS, or that they're measuring it through customer lifetime 691 00:48:20,190 --> 00:48:24,390 value. There are different measurements. The customers might be doing it, but 692 00:48:24,930 --> 00:48:30,580 that's just number one. They feel that they actually can reduce the 693 00:48:30,580 --> 00:48:33,960 average handling time, from someone who's actually giving you a 694 00:48:33,960 --> 00:48:37,940 call, to making it more sufficient than us, either just 695 00:48:38,020 --> 00:48:42,770 being answered by the voicebot, or the chatbot, textbot. All 696 00:48:42,770 --> 00:48:45,540 tapping is on, in a reasonable amount of time, at 697 00:48:45,540 --> 00:48:49,440 the right time, with the right level of messaging to the human agent, to 698 00:48:49,440 --> 00:48:51,850 be answered in the most diligent and the most efficient way. 699 00:48:52,440 --> 00:48:55,770 So the end- to- end handling time is greatly improved, only 700 00:48:56,250 --> 00:49:00,020 24% of them say. And improved call deflection. In certain 701 00:49:00,120 --> 00:49:03,540 situations, if you see that the bot is not equipped to answer that, then 702 00:49:04,230 --> 00:49:07,070 it can be rightly moved on to a different means 703 00:49:07,070 --> 00:49:12,450 of communication. Those are the three most important rate of improvements the customers 704 00:49:13,080 --> 00:49:17,900 are reporting. Of course improvement in efficiency, and all of that is 705 00:49:17,900 --> 00:49:22,570 extremely important and improvement in operational efficiency. But I hope that answers 706 00:49:23,000 --> 00:49:25,860 the question that I saw in terms of the ROI, but 707 00:49:26,290 --> 00:49:29,540 this is something that we'll be constantly watching and running 708 00:49:29,800 --> 00:49:34,380 more extensive amounts of research over the next couple of months, and over the course of 709 00:49:34,380 --> 00:49:36,570 a year. And we'd be happy to report in more 710 00:49:37,100 --> 00:49:40,280 further interesting insights. So with that, I'll pass it on 711 00:49:40,280 --> 00:49:56,100 to you, Chris. Chris? the use cases. The answering might be coming off mute there. 712 00:49:56,440 --> 00:49:59,920 But as he's coming out- Sorry. There we go. I 713 00:49:59,920 --> 00:50:07,360 lost my track. I lost my trail and I saw here the 714 00:50:07,360 --> 00:50:13,030 window was answering questions. The way you want to implement that 715 00:50:13,030 --> 00:50:16,170 is, and we've seen that mistake happen in many customers, is they're 716 00:50:16,170 --> 00:50:20,590 trying to think about all that customer experience transformation and start 717 00:50:20,820 --> 00:50:24,450 trying to want to change an entire BU. They take 718 00:50:24,970 --> 00:50:27,440 a floor organization in their company and try to do 719 00:50:27,440 --> 00:50:30,040 a full change of that. And that's usually not the 720 00:50:30,040 --> 00:50:32,060 right way to do it. It's good to have that 721 00:50:32,060 --> 00:50:34,470 as the silver lining of all your transformation, but you 722 00:50:34,470 --> 00:50:36,690 can start with simple things. And we have seen those 723 00:50:36,690 --> 00:50:40,380 simple things being deployed. We launched about three months ago 724 00:50:40,380 --> 00:50:44,440 in April, I think, a Rapid Response VA because of 725 00:50:44,440 --> 00:50:47,420 the situation. We had massive demand for Rapid Response VA. 726 00:50:47,550 --> 00:50:49,580 We launched that and you could deploy a bot in two 727 00:50:49,580 --> 00:50:53,840 weeks for simple use cases, no return processing in retail, 728 00:50:53,840 --> 00:50:57,920 hours of operation in healthcare, balance and query in financial 729 00:50:57,920 --> 00:51:00,460 services. Those are simple use cases you can launch very, very 730 00:51:00,470 --> 00:51:04,560 quickly and get going with your customers, and tamper a 731 00:51:04,560 --> 00:51:07,480 lot of that load that did increase actually with the 732 00:51:07,480 --> 00:51:10,560 current situation through the use of bot. And then you 733 00:51:10,560 --> 00:51:13,240 expand from there adding more use cases, as you go 734 00:51:13,840 --> 00:51:18,840 to fit into your broader customer experience transformation journey. But 735 00:51:18,840 --> 00:51:23,880 start small. You can't start fast, that's the idea. Wonderful. And 736 00:51:24,210 --> 00:51:28,300 lastly, before we get to Q&A, from a Genesys perspective, 737 00:51:28,300 --> 00:51:31,490 from a Genesys vision, we want to provide the most flexible AI 738 00:51:31,490 --> 00:51:35,080 powered CX solution for the digital age. And really if 739 00:51:35,080 --> 00:51:37,640 I break that apart, as you see, that's whether you 740 00:51:37,640 --> 00:51:41,140 deploy on prem, or in the cloud, depending on the business 741 00:51:41,140 --> 00:51:44,470 outcomes that you want to optimize for breaking those silos across 742 00:51:45,760 --> 00:51:48,760 your organization, whether it's sales, marketing or service, and really 743 00:51:48,760 --> 00:51:53,580 being able to orchestrate those experiences together. So now we 744 00:51:53,580 --> 00:51:56,580 get into questions. And so I'm going to start with the question, that I'm going to answer myself. It comes from Susan, and it's about call deflection. "What is call deflection?" Call deflection at the end of 745 00:52:07,360 --> 00:52:11,810 the day means taking a customer that might otherwise consume a 746 00:52:11,810 --> 00:52:15,410 high cost resource like a human talking to an agent, 747 00:52:15,710 --> 00:52:17,950 to something that they could maybe self- service. And you're 748 00:52:17,950 --> 00:52:21,990 deflecting them from one experience to something that you will satisfy them 749 00:52:22,260 --> 00:52:26,340 well. And increasingly we're seeing that as a virtual agent 750 00:52:26,420 --> 00:52:31,830 experience, where, for a customer, they want to get an answer quickly, virtual 751 00:52:31,830 --> 00:52:34,900 agents can provide accurate, timely advice. You don't have to 752 00:52:34,900 --> 00:52:37,680 wait in queue for five minutes to get to someone that's going to tell 753 00:52:37,920 --> 00:52:46,010 you exactly the same thing. That's called deflection. I'm going 754 00:52:46,010 --> 00:52:50,970 to go to another question here, and this is going to be, Antony, it's for you- Yes. which is, " Is there 755 00:52:50,970 --> 00:52:55,170 a white paper on Google Contacts Center AI for virtual 756 00:52:55,170 --> 00:53:01,130 agents on how to deploy it?" There isn't a white 757 00:53:01,130 --> 00:53:07,300 paper, no. That said, we do have quite a few 758 00:53:07,980 --> 00:53:11,000 SI partners that are not certified, but trained on CCAI and 759 00:53:12,030 --> 00:53:15,220 can deploy that very, very well. I can name a 760 00:53:15,220 --> 00:53:20,220 few, Quantiphi, SpringML,, et cetera, are all very, very good at 761 00:53:20,220 --> 00:53:23,430 size, that have done many deployments and are targeting many. 762 00:53:25,480 --> 00:53:29,080 And can really help you through that journey creating the 763 00:53:29,080 --> 00:53:32,750 bots and deploying them, and also helping you with the agency's experience. 764 00:53:33,650 --> 00:53:36,820 Absolutely. And I will mention there is a video out 765 00:53:36,820 --> 00:53:40,080 there that you can check out which Genesys Group created 766 00:53:40,080 --> 00:53:45,310 together, which articulates some of the experiences that you can 767 00:53:45,310 --> 00:53:48,590 achieve using this technology. Ruti, next question is for you. 768 00:53:49,270 --> 00:53:52,410 It comes from Mary Ellen and it says, " Ruti, mentioned 769 00:53:52,410 --> 00:53:56,780 the democratization of data and changing culture." What tools do 770 00:53:56,780 --> 00:54:02,500 you see customers using to achieve the democratization of data, getting 771 00:54:02,500 --> 00:54:07,300 data out to the right people at the right time?" Oh, that's 772 00:54:07,300 --> 00:54:11,820 a great question. The very interesting thing today is there's 773 00:54:11,820 --> 00:54:16,390 no... It's not a few figures of the structured data 774 00:54:16,390 --> 00:54:19,840 now. There's a lot of unstructured data that is being used today. 775 00:54:20,030 --> 00:54:24,010 There's semi structured data. So, there's a cost of new set 776 00:54:24,010 --> 00:54:26,650 of breed of tools and technologies coming into place in 777 00:54:26,650 --> 00:54:31,860 terms of consolidating one common data platform. But that's just 778 00:54:31,860 --> 00:54:36,050 the starting this, specifically Facebook, because how do you transform 779 00:54:36,050 --> 00:54:39,470 the data, how you make sure the right set of 780 00:54:39,470 --> 00:54:43,780 metadata is available around them. It's a little bit fragmented market 781 00:54:43,780 --> 00:54:47,930 right now. There's something one separate for unstructured data, something for 782 00:54:47,930 --> 00:54:51,810 structured data, but there are a couple of tools and technologies, including 783 00:54:51,810 --> 00:54:55,180 from Google and the other incumbents that we talked, about 784 00:54:55,240 --> 00:54:58,100 that they can reach out to me separately to get 785 00:54:58,100 --> 00:55:01,010 the specific names, but there are things coming into for 786 00:55:01,010 --> 00:55:05,530 consolidation of different datasets, having a common metadata catalog. And 787 00:55:05,530 --> 00:55:11,170 also there are some advancements happening in transformational technology to improve 788 00:55:11,290 --> 00:55:14,320 the using Insights. AI is being used to even assess 789 00:55:14,320 --> 00:55:17,560 the quality of the data, to eliminate the biases in the 790 00:55:17,560 --> 00:55:21,920 data, to do the whole automation data pipeline. So there are 791 00:55:21,960 --> 00:55:24,300 a whole bunch of tools, but essentially it's a little 792 00:55:24,450 --> 00:55:26,640 bit fragmented right now if I have to say, but 793 00:55:26,640 --> 00:55:30,240 it's changing very rapidly. All right. So we have more 794 00:55:30,240 --> 00:55:33,410 questions that I think we're going to be able to answer in five minutes. So, we're going to get to do rapid 795 00:55:33,410 --> 00:55:38,290 fire. Antony, next question is for you, which is, " where are we seeing the 796 00:55:38,290 --> 00:55:46,820 ROI on chatbots versus increased staffing?" There's a few areas 797 00:55:46,820 --> 00:55:48,500 where you could get that. So the first one is 798 00:55:50,800 --> 00:55:55,480 when the chatbot reaches the agent, usually there's a conversational chatbot 799 00:55:55,480 --> 00:55:59,420 that did a lot of the data gathering, trying to 800 00:55:59,420 --> 00:56:01,500 solve the answer for. So, when the agent gets it, 801 00:56:02,010 --> 00:56:04,270 a lot of that information is already gathered, passed to 802 00:56:04,270 --> 00:56:06,840 the human agent, and then the call is obviously shorter, 803 00:56:06,840 --> 00:56:09,060 because you don't have to redo all that data gathering. 804 00:56:09,580 --> 00:56:12,990 There's a gain there. Second gain is a smart reply, 805 00:56:12,990 --> 00:56:16,410 which is something that we have in our technology, which actually 806 00:56:16,410 --> 00:56:23,480 suggests answers directly, and the human agent can click that 807 00:56:23,480 --> 00:56:26,740 answer, and there's these choices, there's usually two or three answers. 808 00:56:26,740 --> 00:56:28,550 They can click it, just edit it if they want, 809 00:56:28,550 --> 00:56:31,970 or just send it. So faster typing, more accurate responses, 810 00:56:32,130 --> 00:56:34,750 less typos. If you look at chat agents, they're always 811 00:56:35,560 --> 00:56:39,560 switching back to fix a typo, that doesn't happen. And 812 00:56:39,560 --> 00:56:44,700 then also the documents suggestion, knowledge suggestion help the human 813 00:56:44,700 --> 00:56:47,250 agent not have to search and put somebody on post 814 00:56:47,250 --> 00:56:50,500 search, either on Google or in their own internal systems 815 00:56:50,500 --> 00:56:54,340 to find a document. Those documents are automatically suggested through 816 00:56:54,340 --> 00:56:56,800 the Agent Assist. So that goes faster. And at the 817 00:56:56,800 --> 00:56:59,560 end of the call, the call dispositions also shorten because 818 00:56:59,560 --> 00:57:02,020 all that conversation, the intents that were detected in the 819 00:57:02,020 --> 00:57:05,130 conversational, are put in a little summary that can be put 820 00:57:05,130 --> 00:57:08,100 on the case. So you're gaining efficiency in every step 821 00:57:08,100 --> 00:57:12,430 of the way there. Wonderful. I'll take the next question 822 00:57:12,430 --> 00:57:16,250 from Christine, which is, " Where can I find more information about 823 00:57:16,250 --> 00:57:19,460 Agent Assist, how it works, what does the implementation look 824 00:57:19,780 --> 00:57:24,970 like, what can you do with it? And how it's being used by other customers currently?" Genesys. com. 825 00:57:25,500 --> 00:57:28,500 So we would love to talk to you about that as an implementation partner with 826 00:57:28,500 --> 00:57:34,390 Google, about how real world customers are using it, the benefits, 827 00:57:34,740 --> 00:57:38,140 the timelines, the whole lot. So very happy to engage 828 00:57:38,140 --> 00:57:41,100 with you on that. There is additional information on google. 829 00:57:41,320 --> 00:57:44,830 com if you looked at Contact Centre AI, which takes you 830 00:57:44,830 --> 00:57:50,140 through the Contact Center AI Agent Assist capabilities as well. My 831 00:57:50,140 --> 00:57:54,730 next question, Antony, I'm going to come back to you 832 00:57:54,730 --> 00:57:58,420 on this one. This is from Darrius which is, " What level 833 00:57:58,420 --> 00:58:02,880 of effort does it take to tune the AI for multi- 834 00:58:02,880 --> 00:58:07,990 tone responses, for it to be conversational?" Just for the 835 00:58:07,990 --> 00:58:11,360 audience benefit, the multi- tone response is really when you're 836 00:58:11,360 --> 00:58:15,130 going back and forth in the conversation, so it feels 837 00:58:15,130 --> 00:58:19,640 natural. But Antony what's your answer there? There's a few 838 00:58:19,640 --> 00:58:22,130 things in that question. First thing I would say the 839 00:58:22,190 --> 00:58:27,150 model itself, the understanding model does not need to be 840 00:58:27,150 --> 00:58:30,640 retrained, or trained, or do anything special. But one we provide out of 841 00:58:30,720 --> 00:58:32,810 the box for you is actually very powerful and can 842 00:58:32,860 --> 00:58:35,520 adapt. So how you're going to tune it, is based 843 00:58:36,730 --> 00:58:39,290 via courtesy of the training phrases and the appropriate training 844 00:58:39,290 --> 00:58:42,960 phrases to tell our NLU what they need to search for 845 00:58:43,240 --> 00:58:47,860 in those sentences, that's on a one tone basis. Multi- 846 00:58:47,860 --> 00:58:53,410 tone Dialogflow supports many, many bot returns, conversation, and can 847 00:58:53,410 --> 00:58:55,890 do all the back end calls, have different paths based 848 00:58:55,890 --> 00:58:59,190 on the responses from those web hooks that you're doing 849 00:58:59,190 --> 00:59:05,060 the back end. It's not technically complicated, obviously you need 850 00:59:05,060 --> 00:59:07,540 to adapt to conversation. So there is a level of effort, 851 00:59:07,830 --> 00:59:09,430 as I said, you can start in a couple of 852 00:59:09,430 --> 00:59:11,610 weeks and get one or two bugs going and then 853 00:59:11,850 --> 00:59:17,200 add more as you go. I would say overall, it's 854 00:59:17,200 --> 00:59:19,980 going to be a journey because you probably have hundreds of 855 00:59:19,980 --> 00:59:23,570 use cases, but you can get started pretty quickly, and 856 00:59:23,650 --> 00:59:28,570 you do not have to retrain the model. This is 857 00:59:28,570 --> 00:59:34,280 done automatically by Dialogflow, even in a multi- tone environment. 858 00:59:34,280 --> 00:59:39,330 Awesome. It's hard to answer a short statement on this one. It's really 859 00:59:39,330 --> 00:59:42,900 encouraging to see that we have so many questions. Just because we didn't answer 860 00:59:42,910 --> 00:59:44,610 them right now, it doesn't mean that we're not going to. I'm going to 861 00:59:44,610 --> 00:59:50,100 answer one last question and hand back to Josh, our moderator here. 862 00:59:50,290 --> 00:59:55,810 So the question is from HCL, "Is there a specific version of Genesys that is 863 00:59:55,810 --> 00:59:59,070 required for CCAI to work?" Guess what the good news 864 00:59:59,200 --> 01:00:05,720 is, we've integrated Google CCAI all on our various capabilities 865 01:00:05,970 --> 01:00:11,260 across Genesys, PureConnect, Engage and Genesys Cloud. So no matter 866 01:00:11,260 --> 01:00:13,700 what platform you're on, we have something for you. We 867 01:00:13,700 --> 01:00:18,510 can look at your specific requirements and give you a path 868 01:00:18,510 --> 01:00:21,640 forward. So with that, Josh, I'm going to hand it 869 01:00:21,640 --> 01:00:25,940 back to you to take us through what's next. Awesome. 870 01:00:26,260 --> 01:00:29,650 Thank you very much, Chris. Like you mentioned, unfortunately, that 871 01:00:29,650 --> 01:00:31,410 is the end of our Q& A, but don't freak, 872 01:00:31,820 --> 01:00:33,870 even though we didn't answer it live, we will follow 873 01:00:33,870 --> 01:00:36,790 up with you via email within the next few business days. So just be 874 01:00:36,890 --> 01:00:40,990 on the lookout for our prompt responses to you. So 875 01:00:41,080 --> 01:00:44,270 with all that being said, to wrap up, first, don't 876 01:00:44,270 --> 01:00:46,740 forget to take advantage of the additional resources within the 877 01:00:46,740 --> 01:00:50,560 resource list. Specifically the Contact Center AI success kit, the 878 01:00:50,560 --> 01:00:54,270 IDC spotlight and the Genesys and Google Cloud partnership page 879 01:00:54,270 --> 01:00:57,080 on genesys. com. Be sure to click those before today's 880 01:00:57,080 --> 01:00:59,310 session ends, and they'll open up in a new tab 881 01:00:59,310 --> 01:01:01,720 in your browser and give you an additional information on 882 01:01:01,720 --> 01:01:06,360 today's topic. Also after today's session concludes, you'll have the 883 01:01:06,360 --> 01:01:08,610 opportunity to fill out that brief survey that I mentioned 884 01:01:08,610 --> 01:01:12,470 before. We'd love and appreciate your feedback. And lastly, be 885 01:01:12,570 --> 01:01:14,470 sure to check out our new podcast Tech Talks in Twenty, where 886 01:01:15,080 --> 01:01:17,900 we sit down with Genesys experts to discuss the topics 887 01:01:17,900 --> 01:01:20,270 that you want to hear, in about 20 minutes. You 888 01:01:20,270 --> 01:01:22,580 can listen on our website as well as anywhere you 889 01:01:22,680 --> 01:01:27,010 get your podcasts, iTunes, Google Play, Spotify, and Stitcher. So 890 01:01:27,010 --> 01:01:29,700 with all that being said on behalf of Chris, Ritu and 891 01:01:29,700 --> 01:01:32,630 Antony, as well as the entire Genesys team, we thank 892 01:01:32,630 --> 01:01:36,280 you for joining today's webcast titled, Unlock the transformative power 893 01:01:36,280 --> 01:01:39,670 of AI for Contact Centers. Until next time, have a 894 01:01:39,670 --> 01:01:42,540 good one, everyone. Thank you.[mktoform cta_header="WATCH NOW" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t8gXQAQ"] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Product Marketing Genesys [this_page_title] [cutoff co_thick="2px"]The contact cener has changed - we're now using AI connecting via digital, emphasizing personalization in working to reduce customer effort. It is time for our metrics to catch up! View this webinar as we reveal how to build a performance management strategies outlined with that with what customers, space agents and businesses really need in today's era. You'll know how to set the right metrics, develop the right coaching, select the right technology and build the right customer journey[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HSQAY" url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you" ar_url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you"] [this_page_title] [cutoff co_thick="2px"]You have lofty ambitions for your contact center, and your customers have lofty demands for the experience. How will you turn these aspirations into reality? The answer: a savvy approach to technology. Watch this on-demand webinar on the State of Contact Center Technology to learn how to navigate this journey. Whether your emphasis is on managing technology, designing customer experiences or guiding agents through transformation, our expert speakers will separate fact from fiction, hype from reality and “cool” from “customer-centric” as they empower you to turn the industry’s most exciting innovations into utterly unprecedented result[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HIQAY" url="https://www.genesys.com/campaign/state-of-the-contact-center-webinar-thank-you" ar_url="https://www.genesys.com/campaign/state-of-the-contact-center-webinar-thank-you"] LinkedIn Live Demo Genesys Cloud: The power of a visionary workforce engagement solution [cutoff co_thick="2px"][webinarschedulesingle]Whether you’re an agent or a supervisor, the complexity of your contact center solution can interfere with your ability to do your job well. A host of overly complex solutions forces your employees to focus their attention on navigating technology rather than providing excellent customer experiences, and can waylay them with updates that break parts of their systems, confusion about which solutions to use for specific tasks, and an ability to see and understand the bigger picture with integrated reporting and analytics. Watch this on-demand demo for the Genesys integrated, all-in-one WEM solution. During this 25-minute session, you’ll get a chance to see the highlights of our solution in action.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8bmQAA"] Meet the Speakers Robert Beasley Director, Strategic Solutions Genesys [this_page_title] [cutoff co_thick="2px"] Get the contact center platform of the future — it’s easier than you think. With a methodology and automation tools born from hundreds of customer migrations over recent years, we can move you from your current Genesys platform to the Genesys Cloud™ platform quickly. In this on-demand webinar you will hear about: How we use automation tools to speed design & implementation What factors you need to consider before starting How you can leverage your existing investment to set up Genesys Cloud Watch this on-demand session to see and experience it for yourself. [mktoform cta_header="Watch the on-demand recording" cta_button="Watch now" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7TDQAY"] [this_page_title] [cutoff co_thick="2px"]The contact center is where artificial intelligence will have perhaps the greatest impact on organizations in the next decade. It will reshape traditional IVRs with natural language processing, machine learning, and robotic process automation. But it’s not just about the technology; it’s about what you can do with it to solve customer problems. Watch the on-demand webinar with experts from Nuance, Genesys, LogMeIn, and Directly, where we’ll discuss these topics: How AI supports the customer journey, including analytics and predictive recommendations How AI can work behind the scenes to help employees deliver better customer experiences Best practices for cost-effectively increasing agent efficiency and customer satisfaction The best way to deploy AI for support teams to deliver greater employee satisfaction and retention How working with AI and bots is not exactly what you think it is Best practices for setting up successful virtual assistants The critical infrastructure needed for successful AI implementations [mktoform ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t8HNQAY"] [this_page_title] [cutoff co_thick="2px"]Migrating to a cloud contact center solution enables your company to continuously provide meaningful experiences while delivering competitive results. Cloud solutions allow you to get automated, get predictive with your customers’ needs and, more importantly, allow you to have a dynamic contact center that can help your company stay competitive. View this on-demand webinar with Robin Gareiss, Founder and President of Nemertes Research, and Derek Adams, Senior Product Marketing Director at Genesys, to learn more about: Why you should be migrating to the cloud What migration looks like for your on-premises contact center [mktoform cta_button="View On-Demand" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HD" url="https://www.genesys.com/campaign/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou" ar_url="https://www.genesys.com/campaign/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou"] [this_page_title] [cutoff co_thick="2px"]For the government to properly serve its mission, agencies need engaged employees. Yet, the annual Federal Employee Viewpoint Survey shows that government employees often feel like don’t have the proper tools and resources they need to get their job done. The cloud can alleviate some of those issues. This OnDemand fireside chat with government and industry experts discusses how the cloud can boost employee engagement. Specifically, you'll learn: Why government employees feel like they don't have the proper tools and resources to get their jobs done. The biggest barriers, including, leadership buy-in, budget and security challenges that prevent governments from modernizing. How successful organizations have boosted employee engagement with the cloud. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z9QAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement"] Meet the Speakers David York Senior Vice President, US Public Sector, Genesys Ryan Hillard Systems Developer, Small Business Administration Monthly Genesys Cloud Demo See Genesys Cloud in action: Keep your employees happy [cutoff co_thick="2px"][webinarschedulesingle]Your call center and customer service agents are the voice and face of your company. How they feel about their work has a ripple effect; happy and engaged employees create better customer experiences. Simplify their work with tools like unified communications. Ensure consistent service with quality tracking and measuring. And use custom widgets to get a clear picture of key KPIs. Modern call center software, like the Genesys CloudTM platform, can improve the work life of your agent and supervisors. Join us for the June Genesys Cloud demo to learn more about tools that improve the employee experience.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8CmQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Get an in-depth look into: Market AI adoption Reality, practicality and best practices for implementing and scaling AI MIT predictions about the role of AI [cutoff co_thick="2px"]1 00:00:05,100 --> 00:00:08,410 Good morning, evening and afternoon everyone. This is Josh Reed from 2 00:00:08,410 --> 00:00:10,420 the digital events team here at Genesys and I'll be 3 00:00:10,420 --> 00:00:13,620 moderating today's webcast. Let me be the first to welcome 4 00:00:13,620 --> 00:00:17,360 you all to today's webcast titled AI in the Contact Center: 5 00:00:17,530 --> 00:00:21,750 The Promise, Reality and Future. So to make sure that you 6 00:00:21,750 --> 00:00:24,610 have the best experience viewing today's webcast, let me highlight 7 00:00:24,610 --> 00:00:27,330 a few things first. First off, if you experience any 8 00:00:27,330 --> 00:00:31,610 problems viewing or listening to today's webcast, refresh your browser 9 00:00:31,610 --> 00:00:34,110 and make sure that it's up to date to support HTML5 as this 10 00:00:34,110 --> 00:00:37,930 usually fixes any console issues that you might experience. Also it 11 00:00:37,930 --> 00:00:40,500 might help to switch over to something like Mozilla Firefox 12 00:00:40,500 --> 00:00:42,670 or Chrome as well as these are the best browsers 13 00:00:42,670 --> 00:00:45,920 to support the webcast platform. And if you're having trouble 14 00:00:45,920 --> 00:00:49,460 seeing the slide window or the webcam window, that's completely 15 00:00:49,460 --> 00:00:51,680 fine. You do have the ability to enlarge that by 16 00:00:51,680 --> 00:00:56,330 dragging one of the corners throughout the presentation. Also note 17 00:00:56,330 --> 00:00:59,130 this webcast is designed to be an interactive experience between 18 00:00:59,130 --> 00:01:01,310 you and our presenters today. So at any time during 19 00:01:01,310 --> 00:01:03,510 the webcast, feel free to throw questions into the Q& 20 00:01:03,510 --> 00:01:07,430 A window below this slide window and we'll answer as 21 00:01:07,430 --> 00:01:10,340 many as we can at the end of the presentation. However, 22 00:01:10,500 --> 00:01:12,630 as sometimes it does happen if time gets away from 23 00:01:12,630 --> 00:01:15,670 us and we aren't able to answer your question aloud, 24 00:01:15,910 --> 00:01:18,320 don't frank we will follow up with you via email 25 00:01:18,320 --> 00:01:21,940 within the next few business days. And also know if 26 00:01:21,940 --> 00:01:24,100 you're joining late or you have to jump, or if 27 00:01:24,100 --> 00:01:26,400 you have to go somewhere else during the presentation, don't 28 00:01:26,400 --> 00:01:28,710 worry about that. This is being recorded and you will 29 00:01:28,710 --> 00:01:31,560 receive an on demand recording from ON24 within the next 30 00:01:31,560 --> 00:01:33,320 few business days. So just be on the lookout for 31 00:01:33,320 --> 00:01:37,080 that. Also at any time during today's webcast, feel free 32 00:01:37,080 --> 00:01:40,280 to check out the resource box just below the slide window 33 00:01:40,280 --> 00:01:42,870 next to the Q& A window. Clicking through won't take you away, 34 00:01:42,870 --> 00:01:44,530 so don't worry about that. It'll open up in a 35 00:01:44,530 --> 00:01:47,330 new tab in your browser, but these resources expand on 36 00:01:47,330 --> 00:01:51,370 today's topic. And lastly, we welcome and appreciate your feedback. 37 00:01:51,420 --> 00:01:53,330 So you'll have the opportunity to fill out a short 38 00:01:53,330 --> 00:01:56,020 survey today. It can be found in the last icon 39 00:01:56,020 --> 00:01:58,470 to the left or it'll show up automatically at the 40 00:01:58,470 --> 00:02:00,720 end of the presentation, but we definitely want to collect 41 00:02:00,720 --> 00:02:02,780 your feedback about what you would like to hear in 42 00:02:02,780 --> 00:02:07,390 the future for our webcasts. And like I said, short 43 00:02:07,390 --> 00:02:11,040 and sweet. So today we have three excellent presenters excited 44 00:02:11,040 --> 00:02:14,020 to discuss how to get details on current AI use 45 00:02:14,020 --> 00:02:17,760 cases, challenges, and trends, and see how the COVID-19 pandemic 46 00:02:17,760 --> 00:02:21,850 has changed the trajectory of AI in the contact center. First 47 00:02:21,850 --> 00:02:24,210 we have Janelle Dieken. She's the Senior Vice President of 48 00:02:24,290 --> 00:02:28,370 Product Marketing here at Genesys and joining Janelle today, we 49 00:02:28,370 --> 00:02:32,040 have two special guests from MIT technology review insights. Let 50 00:02:32,040 --> 00:02:35,440 me welcome Claire Beatty, the Editorial Director for International Markets 51 00:02:36,010 --> 00:02:38,980 and we also have Aarde Cosseboom, the Senior Director of GMS 52 00:02:38,980 --> 00:02:42,960 Technology, Product and Analytics from Textile. So with all that 53 00:02:42,960 --> 00:02:45,310 being said, I'm actually going to hand things off Claire 54 00:02:45,760 --> 00:02:48,040 to kick us off today. Claire, the floor is yours. 55 00:02:49,330 --> 00:02:52,600 Thank you. Thank you for the introduction, Josh. And I'm delighted to 56 00:02:52,600 --> 00:02:55,720 welcome you to this webinar today. We will be presenting 57 00:02:55,720 --> 00:02:59,490 the findings of a piece of research conducted with Genesys. 58 00:02:59,490 --> 00:03:02,300 It's called the Global AI Agenda, and we will be 59 00:03:02,300 --> 00:03:06,490 facilitating a discussion around that. So first of all, let 60 00:03:06,490 --> 00:03:09,680 me introduce you to the research that we will be 61 00:03:09,680 --> 00:03:18,510 presenting today. In December, 2019 and January, 2020, we conducted 62 00:03:18,510 --> 00:03:23,330 a global survey of about 1000 AI leaders, C level 63 00:03:23,330 --> 00:03:27,210 executives, heads of sales and marketing all across the world, 64 00:03:27,210 --> 00:03:30,730 so in Latin America, North America, Europe, the middle East and 65 00:03:30,730 --> 00:03:34,040 Africa and Asia Pacific. And the questions that we asked 66 00:03:34,040 --> 00:03:37,610 them are here on your screen. So what is the status of AI 67 00:03:37,610 --> 00:03:41,050 adoption globally? And what are the leading use cases? What 68 00:03:41,050 --> 00:03:44,350 are the benefits that companies are seeing through AI adoption 69 00:03:44,350 --> 00:03:47,850 so far and what are some of the obstacles? And then lastly, the 70 00:03:47,850 --> 00:03:51,500 idea of data sharing. So how are companies looking at 71 00:03:51,500 --> 00:03:56,050 the data sets that they have thinking about the potential benefits that could 72 00:03:56,050 --> 00:03:59,770 be gained if they share that data with third parties 73 00:04:00,030 --> 00:04:01,390 and what would it mean? What would they need to 74 00:04:01,390 --> 00:04:03,830 see in order to jump into this new world of 75 00:04:03,830 --> 00:04:08,320 data sharing? So with that, let me dive straight into 76 00:04:08,320 --> 00:04:12,330 some of the results of the survey. So the headline 77 00:04:12,380 --> 00:04:17,270 finding is that of the large companies that we surveyed, by 78 00:04:17,270 --> 00:04:21,600 the end of 2019 about 87% said that they were 79 00:04:21,600 --> 00:04:25,860 using AI somewhere in their business operations and the chart 80 00:04:26,140 --> 00:04:30,360 that's on your slide here shows the industries that are 81 00:04:30,380 --> 00:04:35,030 perhaps furthest ahead in this AI journey. And we see 82 00:04:35,030 --> 00:04:40,970 that financial services has really high expectations of AI. The 83 00:04:40,970 --> 00:04:44,980 question is within three years, approximately what percentage of your 84 00:04:44,980 --> 00:04:48,940 business processes will use AI? So you can see financial 85 00:04:48,940 --> 00:04:52,720 services is the furthest ahead. And they just have so 86 00:04:52,720 --> 00:04:58,420 many use cases from customer processes to back office operations, 87 00:04:58,720 --> 00:05:04,320 to risk management, to portfolio management, to cybersecurity. So they're actually 88 00:05:04,320 --> 00:05:13,610 very mature in using AI in the business. So next 89 00:05:13,610 --> 00:05:20,080 we looked at what are the largest AI use cases 90 00:05:20,080 --> 00:05:25,090 globally. And we saw the lead finding is that quality 91 00:05:25,090 --> 00:05:29,200 control followed by customer care and support and cybersecurity are 92 00:05:30,200 --> 00:05:35,160 the leading use cases globally. And if we think about 93 00:05:35,560 --> 00:05:40,480 quality control, there are just so many different ways that 94 00:05:40,480 --> 00:05:44,540 might look like depending on what industry you're in, whether you're in pharma 95 00:05:44,540 --> 00:05:48,270 or manufacturing, you might be using a different array of 96 00:05:48,310 --> 00:05:51,690 AI technologies for that use case, but that is the 97 00:05:51,690 --> 00:05:55,550 leading use case globally. So I'd like to bring in 98 00:05:55,560 --> 00:05:58,610 Aarde at this point to tell us a little bit 99 00:05:58,760 --> 00:06:02,700 about AI at Textile. What are some of the leading 100 00:06:02,700 --> 00:06:04,870 use cases you're seeing in your business Aarde? Aarde I think 101 00:06:04,870 --> 00:06:37,900 you might be on mute. Josh, perhaps you can help get Aarde 102 00:06:37,900 --> 00:06:41,430 off mute. Janelle I want to it over to you at this point? 103 00:06:42,370 --> 00:06:46,650 Hello. No, go ahead Janelle if you'd like to step 104 00:06:46,650 --> 00:06:47,850 in real fast and let me see if I can get Aarde 105 00:06:47,850 --> 00:06:53,410 unmuted here. Okay. No problem. Janelle tell us about your customers. 106 00:06:55,180 --> 00:06:59,180 Sure. So I think when we think of use of 107 00:06:59,180 --> 00:07:03,110 AI, especially as it relates to a couple of the 108 00:07:03,110 --> 00:07:06,660 columns in your chart here around customer service and support 109 00:07:06,660 --> 00:07:11,360 as well as even personalization, bots are often the first 110 00:07:11,360 --> 00:07:14,920 type of use case that comes to mind especially for 111 00:07:14,920 --> 00:07:18,970 customer support. But we also see it as more than 112 00:07:18,970 --> 00:07:23,880 just a Voicebot or a Chatbot. When I look at 113 00:07:23,880 --> 00:07:28,820 both personalizing products and services, as well as customer care 114 00:07:28,820 --> 00:07:32,450 and support, here at Genesys we believe that the future 115 00:07:32,450 --> 00:07:38,410 of customer experience is rooted in those highly personalized experiences 116 00:07:38,490 --> 00:07:42,470 powered by AI. That's a part of what we call 117 00:07:42,540 --> 00:07:48,260 experience as a service. And so that phrase experience as 118 00:07:48,260 --> 00:07:51,600 a service might be new to some, if not all 119 00:07:51,600 --> 00:07:53,560 of you. So let me unpack that for a moment. 120 00:07:54,260 --> 00:07:57,770 Experience as a service, it really just looks to help 121 00:07:57,770 --> 00:08:04,390 companies to provide personalization at scale where employees of companies 122 00:08:04,390 --> 00:08:09,190 can interact with their customers not only with efficiency and 123 00:08:09,190 --> 00:08:12,210 effectiveness, which are still important, but also with that added 124 00:08:12,210 --> 00:08:17,320 element of empathy, to help foster customer loyalty and trust 125 00:08:17,320 --> 00:08:20,330 along the way. And so if I go to the 126 00:08:20,330 --> 00:08:22,680 next slide and go to a little bit more detail 127 00:08:22,680 --> 00:08:25,880 on that, how we think of it here at Genesys 128 00:08:25,970 --> 00:08:30,570 with experience as a service is that each interaction between 129 00:08:31,000 --> 00:08:34,900 someone in your business and your end customers should start 130 00:08:34,900 --> 00:08:38,940 with your customer right at the center. And if you 131 00:08:38,940 --> 00:08:44,450 gain an understanding of that customer's needs, their intent and 132 00:08:44,450 --> 00:08:49,270 their preferences, then you can make customers feel remembered, heard 133 00:08:49,270 --> 00:08:52,210 and understood just as if you would in your other 134 00:08:52,210 --> 00:08:55,680 relationships that you build in life. And so in other 135 00:08:55,680 --> 00:08:59,180 words, in your experiences, you can go beyond the elements 136 00:08:59,180 --> 00:09:02,270 of efficiency and effectiveness in your contact center environment, which 137 00:09:02,270 --> 00:09:06,510 are still important and be more empathetic to really personalize 138 00:09:06,510 --> 00:09:11,390 that experience further. On interactions rooted in empathy, where you 139 00:09:11,390 --> 00:09:15,440 make the customer feel remembered, heard and understood, make it 140 00:09:15,440 --> 00:09:21,120 easier to build trust and earn loyalty for stronger connections 141 00:09:21,120 --> 00:09:25,450 and better results. And to achieve that at scale, which 142 00:09:25,450 --> 00:09:29,570 can be really where the challenge and complexity comes into the picture, 143 00:09:30,160 --> 00:09:32,980 you need to just have the right tools and technology 144 00:09:32,980 --> 00:09:36,570 in place. And we believe with experience as a service, 145 00:09:36,810 --> 00:09:43,410 that's a combination of three core components, data, artificial intelligence 146 00:09:43,650 --> 00:09:46,360 and engagement tools. And if I unpack that a little 147 00:09:46,360 --> 00:09:50,290 bit more as it relates to your question, Claire, around 148 00:09:50,290 --> 00:09:54,020 various use cases, we need to start with data because 149 00:09:54,070 --> 00:09:58,010 if I'm going to provide a personalized experience where I 150 00:09:58,010 --> 00:10:02,660 inject empathy and I want the customer to feel known 151 00:10:02,660 --> 00:10:04,990 and heard and understood, I have to know something about 152 00:10:04,990 --> 00:10:08,560 them. And so empathy requires information, not only about your 153 00:10:08,560 --> 00:10:12,430 customer, but also the employees that are serving them. And 154 00:10:12,430 --> 00:10:15,300 we see your contact center as really a gold mine 155 00:10:15,300 --> 00:10:20,240 for that data. By unifying historic third party and behavioral 156 00:10:20,240 --> 00:10:22,780 data, you can put that good data use. And that's 157 00:10:22,780 --> 00:10:27,500 where artificial intelligence comes into play, where AI can turn 158 00:10:27,500 --> 00:10:29,920 the mounds and mounds and mounds of data that you 159 00:10:29,920 --> 00:10:33,430 have into those real time insights and actions and make 160 00:10:33,430 --> 00:10:37,460 sense of it all with all your conversational data to 161 00:10:37,460 --> 00:10:40,780 predict, maybe engaging in the right moment, if they're surfing 162 00:10:40,780 --> 00:10:43,930 on your website or to predict who is the best 163 00:10:43,930 --> 00:10:47,980 person to answer that phone call or that email, or 164 00:10:47,980 --> 00:10:52,380 even predict who is the right resources to staff to 165 00:10:52,380 --> 00:10:55,500 handle that volumes to begin with. So it can automate 166 00:10:55,500 --> 00:10:59,240 decisions about who, when and how to engage extending beyond 167 00:10:59,240 --> 00:11:02,500 just the example of bots. And then thirdly, with the 168 00:11:02,500 --> 00:11:06,530 right engagement tools, it allows you to personalize those experiences, 169 00:11:06,550 --> 00:11:11,440 not just for customer service, but really across the lifecycle 170 00:11:11,440 --> 00:11:17,000 of your engagement in person across marketing sales and service, 171 00:11:17,000 --> 00:11:21,020 and the best engagement tools can help your employees know 172 00:11:21,020 --> 00:11:24,000 the road that your customer has traveled on and anticipate 173 00:11:24,000 --> 00:11:28,460 what they need most. So all together with data, with 174 00:11:28,470 --> 00:11:32,730 artificial intelligence making sense of that data and really using 175 00:11:32,730 --> 00:11:37,120 AI and those applications, spanning marketing, sales, and service, we 176 00:11:37,120 --> 00:11:40,770 feel you can create personalized experiences at scale that can 177 00:11:40,770 --> 00:11:45,020 help you provide true empathy to build trust and drive 178 00:11:45,020 --> 00:11:49,290 loyalty and that's experience of the service. And Claire if 179 00:11:49,290 --> 00:11:51,970 I can take a few more minutes maybe to give 180 00:11:52,470 --> 00:11:58,590 an example that the audience could relate to potentially. I'll 181 00:11:58,590 --> 00:12:01,300 go to this slide real quick. And so let's say 182 00:12:01,300 --> 00:12:05,460 Claire, you are in the midst of moving and you're 183 00:12:05,460 --> 00:12:09,260 working from home as we all are, and you have 184 00:12:09,430 --> 00:12:11,910 to time everything just right. So when you get into 185 00:12:11,910 --> 00:12:14,840 your new place, you have to have high speed internet 186 00:12:14,840 --> 00:12:17,310 connected and ready to go because you have this big 187 00:12:17,310 --> 00:12:20,660 webinar coming up, you have important client meetings that are 188 00:12:20,660 --> 00:12:23,590 already scheduled and you're kind of stressed about it. Actually 189 00:12:23,590 --> 00:12:26,130 you're really stressed about it, right? So you go online 190 00:12:26,550 --> 00:12:30,560 and you log in to your existing cable provider's website, 191 00:12:31,100 --> 00:12:34,040 you're finding it's kind of confusing, there's too many offers, 192 00:12:34,040 --> 00:12:35,990 it's not really clear on which one's best. You don't 193 00:12:35,990 --> 00:12:38,070 want to cancel your account and then go through the 194 00:12:38,070 --> 00:12:40,490 whole process of opening a new one. Maybe you just 195 00:12:40,490 --> 00:12:43,810 want to transfer to a new address. You want to 196 00:12:43,810 --> 00:12:47,410 understand what's the situation with the global pandemic going on and 197 00:12:47,410 --> 00:12:50,460 somebody coming to your home, all of that stuff, right? 198 00:12:50,460 --> 00:12:53,810 So as you're searching online and researching on your cable 199 00:12:53,810 --> 00:12:57,970 provider's website, you get a popup and that brings us to 200 00:12:58,370 --> 00:13:02,330 this top bubble across the customer journey and employee journey, 201 00:13:02,330 --> 00:13:07,700 and the popup greets you personally and offers the opportunity for 202 00:13:07,700 --> 00:13:11,070 you to chat with someone. And so you accept that 203 00:13:11,070 --> 00:13:15,130 invitation and what you realize maybe, or don't even realize 204 00:13:15,130 --> 00:13:18,530 is that there's some automation upfront, and it's asking you 205 00:13:18,530 --> 00:13:21,780 some questions. It's actually already identified based on your behavior 206 00:13:21,780 --> 00:13:25,350 that maybe you're looking to do a move. And so 207 00:13:25,350 --> 00:13:28,070 it asks you that, and you start to dialogue with 208 00:13:28,070 --> 00:13:30,960 this bot, which brings us to the second bullet. And 209 00:13:30,960 --> 00:13:32,760 as you're talking through that, it asks for your new 210 00:13:32,760 --> 00:13:37,940 address, it's going pretty well, you indicate your new address 211 00:13:37,940 --> 00:13:40,500 and that you want to just transfer your service to 212 00:13:40,500 --> 00:13:43,590 that. And as you were talking you realize, well, I'd really just 213 00:13:43,590 --> 00:13:46,840 like to talk to someone on the other line. So 214 00:13:46,840 --> 00:13:51,140 you ask it to speak to a representative, right? So 215 00:13:51,140 --> 00:13:54,380 behind the scenes, what's happening at this cable provider, if 216 00:13:54,380 --> 00:13:59,060 we go down to the employee journey, is that Aarde 217 00:13:59,080 --> 00:14:03,140 is one of many contact center resources that are now 218 00:14:03,420 --> 00:14:07,190 working from home in this global pandemic. And so the 219 00:14:07,190 --> 00:14:11,630 cable provider has already captured a ton of information about 220 00:14:11,630 --> 00:14:17,360 already his skillsets, his profile information, a lot of his 221 00:14:17,360 --> 00:14:22,630 performance and talking and handling key issues. And we're using 222 00:14:22,630 --> 00:14:26,570 AI powered forecasting scheduling to make sure Aarde's staffed at 223 00:14:26,570 --> 00:14:29,760 the right moment to handle these interactions that we're expecting 224 00:14:29,760 --> 00:14:33,770 to begin with. So all of that information feeds into 225 00:14:33,770 --> 00:14:37,300 this middle journey of, to do predictive routing because what 226 00:14:37,900 --> 00:14:40,460 the performance DNA also told us it's not only is 227 00:14:40,460 --> 00:14:44,570 Aarde available to take this call or this chat interaction 228 00:14:44,570 --> 00:14:47,390 that we have going on here, but he also actually 229 00:14:47,390 --> 00:14:49,900 lives in the area where you're moving to and might 230 00:14:49,900 --> 00:14:52,420 have some insights that would be helpful as you make the 231 00:14:52,420 --> 00:14:56,500 transition. And so he gets the chat interaction. And if 232 00:14:56,500 --> 00:14:59,020 we go to the second bullet, he also then gets 233 00:14:59,020 --> 00:15:03,130 all of the context about you in using agent assistance. 234 00:15:03,130 --> 00:15:06,340 So he can see everything you were doing on the 235 00:15:06,340 --> 00:15:09,620 website. He can see your past loyalty to the cable 236 00:15:09,620 --> 00:15:13,100 company and really interact with you and make you feel 237 00:15:13,100 --> 00:15:17,100 known, heard, and understood during this stressful time. You get 238 00:15:17,100 --> 00:15:21,490 all your answers, questions, you get the service scheduled to 239 00:15:21,490 --> 00:15:24,440 be set up in the moment that you need it, you 240 00:15:24,440 --> 00:15:26,830 end the interaction, and then behind the scenes we can 241 00:15:26,830 --> 00:15:30,820 take all that great performance info and your customer feedback 242 00:15:31,140 --> 00:15:35,010 to feed that into ongoing process improvement. So you can 243 00:15:35,010 --> 00:15:38,460 see here in this example, it brings together the power 244 00:15:38,460 --> 00:15:42,570 of data about you, Claire, as the customer, Aarde as 245 00:15:42,570 --> 00:15:46,640 the employee, connects them together in the customer and employee 246 00:15:46,640 --> 00:15:49,690 journey beyond just what you might think of with a 247 00:15:49,700 --> 00:15:56,040 Chatbot or a Voicebot itself to really foster engagement, personalize 248 00:15:56,040 --> 00:16:01,150 that experience and build trust and loyalty. I'd like to just 249 00:16:01,150 --> 00:16:05,670 pick up on the point about empathy and in the 250 00:16:05,670 --> 00:16:10,430 survey we asked respondents to what extent do they agree 251 00:16:10,430 --> 00:16:14,640 with the following statements. Is AI driven by a need 252 00:16:14,640 --> 00:16:20,060 to improve customer experience efficiency? Is AI driven by a 253 00:16:20,060 --> 00:16:25,800 need to improve customer intimacy? Intimacy being defined as personalization, 254 00:16:26,000 --> 00:16:31,530 customization, a personalized journey. And then we pass the results into all 255 00:16:31,530 --> 00:16:36,020 companies, large companies and the companies that also have the 256 00:16:36,020 --> 00:16:39,440 highest level of customer satisfaction. And what we found is 257 00:16:39,440 --> 00:16:43,130 that across the board, companies are focusing on efficiency, but 258 00:16:43,130 --> 00:16:47,330 really the customer experience leaders, the one with the best 259 00:16:50,070 --> 00:16:54,920 customer satisfaction scores are focusing the most strongly on empathy, 260 00:16:54,920 --> 00:17:00,550 on intimacy and building that personalized journey. So at this point 261 00:17:00,870 --> 00:17:04,970 I will just throw out a question to the audience, 262 00:17:05,260 --> 00:17:10,360 a poll question. And that is, how would you categorize 263 00:17:10,360 --> 00:17:16,960 your company's use of AI to support customer experience personalization 264 00:17:16,960 --> 00:17:21,220 today? And then you can choose from the following options 265 00:17:21,450 --> 00:17:26,240 using now it's core to our strategy, seeing successes from 266 00:17:26,240 --> 00:17:31,980 early use cases, still seeking the benefits from early use 267 00:17:31,980 --> 00:17:37,170 cases, in the planning and discovery phases, or considering for 268 00:17:37,170 --> 00:17:39,020 the future. And I'll just give you a couple of 269 00:17:39,020 --> 00:17:41,890 seconds to answer that question. So Aarde, I think you've 270 00:17:41,890 --> 00:17:43,950 got your audio back. It'd be great for you tell 271 00:17:45,420 --> 00:17:53,760 us how would you answer that question? Okay. You're on 272 00:17:53,760 --> 00:17:58,610 mute again. Oh, no. Claire or Janelle can you just hear now. Now, you're 273 00:17:58,610 --> 00:18:05,530 here. Yeah. Yes. You're back. Right. Perfect. Sorry about that. Yeah, you 274 00:18:05,530 --> 00:18:07,220 guys will hear a little bit more about this in 275 00:18:07,220 --> 00:18:11,500 the future slides, but we're using it now and it's 276 00:18:11,500 --> 00:18:14,480 a part of our core strategy. I would say there's 277 00:18:14,480 --> 00:18:19,180 definitely some room for improvement. It's an evolving product. It's never 278 00:18:19,680 --> 00:18:25,680 really complete. It's always something that we could always strive to do better with. Okay. 279 00:18:25,910 --> 00:18:29,320 I noticed the way that you didn't reveal the exact answer, 280 00:18:29,320 --> 00:18:32,620 not to influence results. So we will go now and 281 00:18:32,620 --> 00:18:39,310 take a look at what the results are. Okay. All 282 00:18:39,310 --> 00:18:42,790 right. So how would you categorize your company's use of 283 00:18:42,790 --> 00:18:47,810 AI to support customer experience? Only less than 4% say 284 00:18:47,810 --> 00:18:52,870 using now as core to our strategy, just over 25% 285 00:18:53,300 --> 00:18:57,930 are saying, seeing successes from early use cases and the largest 286 00:18:57,930 --> 00:19:01,900 majority in the planning and discovery phases. Okay. That's very interesting. 287 00:19:02,190 --> 00:19:05,410 So hopefully this webinar will be just at the right time, as 288 00:19:05,410 --> 00:19:07,310 you're looking at some of the technologies that you can 289 00:19:07,310 --> 00:19:11,860 roll out in your customer experience. So very interesting to see 290 00:19:11,860 --> 00:19:15,820 that. Okay, so now I'll share a few more findings 291 00:19:15,820 --> 00:19:21,470 from the global survey. Across industries, we looked at specifically what 292 00:19:21,470 --> 00:19:24,650 the leading use cases are and broke it down in 293 00:19:25,010 --> 00:19:28,170 IT and telecoms, consumer goods and retail. So looking at 294 00:19:28,170 --> 00:19:32,270 the IT and telecommunications industry, the number one use case 295 00:19:32,510 --> 00:19:35,240 is cyber security. And I think if you think about 296 00:19:35,240 --> 00:19:37,830 the amount of customer data that they have, that really 297 00:19:37,830 --> 00:19:41,670 makes sense that they prioritize cyber security in that way, 298 00:19:41,670 --> 00:19:44,510 followed by customer care. Everyone has got a mobile phone 299 00:19:44,510 --> 00:19:48,240 account and they have a very high transaction volume in 300 00:19:48,240 --> 00:19:53,100 the telecommunications industry. So that would make sense. The next industry 301 00:19:53,490 --> 00:19:57,320 is consumer goods and retail. And the leading use case 302 00:19:57,700 --> 00:20:01,820 in that industry is customer care and support followed by 303 00:20:01,820 --> 00:20:06,350 quality control and inventory management. So I guess, Aarde this 304 00:20:06,350 --> 00:20:07,970 is a good place for me to throw it back 305 00:20:07,970 --> 00:20:11,090 to you. You're in the retail space. We'd love to 306 00:20:11,090 --> 00:20:14,580 hear about some of the use cases that you are using with 307 00:20:14,580 --> 00:20:21,180 AI. Yeah. This is a great slide. Specifically on the right hand 308 00:20:21,180 --> 00:20:23,850 side where we're talking of consumer goods and E- commerce 309 00:20:23,850 --> 00:20:26,430 retail, I would say we lean a little bit more 310 00:20:26,430 --> 00:20:28,560 heavily on the customer care. So if I were to 311 00:20:28,560 --> 00:20:33,340 break it down from 100%, we probably are investing a 312 00:20:33,340 --> 00:20:36,300 lot of time and energy in AI around customer care, 313 00:20:36,300 --> 00:20:40,010 probably in the like 60 or 70% range, but we do 314 00:20:40,010 --> 00:20:43,520 use it for inventory management, quality control with regards to 315 00:20:43,520 --> 00:20:49,890 our products and also some personalization. Going back Janelle said 316 00:20:49,890 --> 00:20:54,100 earlier about creating that customer journey and empathy. We do use 317 00:20:54,100 --> 00:20:57,530 some AI to help with that, but it's not a 318 00:20:57,580 --> 00:21:00,810 core piece of our technology infrastructure. I would say we 319 00:21:00,820 --> 00:21:08,620 lean very heavily on conversational customer care. Fantastic. Okay. So 320 00:21:08,620 --> 00:21:10,650 if we look at a couple of other industries now, 321 00:21:10,650 --> 00:21:14,960 here we have financial services focusing very heavily on fraud 322 00:21:14,960 --> 00:21:20,060 detection, and we've seen some surveys in insurance, which shows 323 00:21:20,060 --> 00:21:23,910 that about three to 4% of all claims are fraudulent. 324 00:21:23,910 --> 00:21:29,280 So fraud detection is a very important use case for AI 325 00:21:29,660 --> 00:21:34,340 followed by financial processes and analysis and cyber security. If 326 00:21:34,340 --> 00:21:37,170 we look at pharma and healthcare, the leading use case 327 00:21:37,370 --> 00:21:41,870 is quality control, very high at 60% followed by customer 328 00:21:41,870 --> 00:21:46,280 care and then monitoring and diagnostics. Janelle, you were saying 329 00:21:46,280 --> 00:21:50,090 that you might have an example from the pharma industry and 330 00:21:50,090 --> 00:21:52,680 healthcare industry that brings a couple of those use cases 331 00:21:52,680 --> 00:21:57,780 together. Yeah. And I would say it's definitely been prominent, not 332 00:21:57,780 --> 00:22:01,410 only in pharma and healthcare, but also in government. Recent 333 00:22:01,410 --> 00:22:06,240 example with the pandemic with COVID-19 we saw the use 334 00:22:06,860 --> 00:22:11,800 of bots or virtual assistants become very important and urgently 335 00:22:11,800 --> 00:22:17,700 needed especially in being able to handle influxes of inbound 336 00:22:17,700 --> 00:22:21,260 phone calls to hospitals as you can imagine, as well 337 00:22:21,260 --> 00:22:24,720 as even to key government agencies during this time, like 338 00:22:24,950 --> 00:22:29,300 unfortunately, unemployment offices, right? So what we did to help 339 00:22:29,640 --> 00:22:34,240 companies handle that load and that volume is we partnered 340 00:22:34,240 --> 00:22:38,680 with Google to provide a joint solution that quite a 341 00:22:38,680 --> 00:22:42,210 few healthcare and government agencies across the globe took advantage 342 00:22:42,210 --> 00:22:46,420 of to easily address that onslaught of calls and chat 343 00:22:46,420 --> 00:22:50,960 interactions that were asking maybe some just basic questions on 344 00:22:51,560 --> 00:22:57,050 status related to their unemployment check or questions related to the 345 00:22:57,060 --> 00:23:02,480 COVID- 19. And so one specific example, we had a 346 00:23:02,480 --> 00:23:06,520 government agency that was supporting unemployment and they were up 347 00:23:06,520 --> 00:23:09,290 and running with just in two weeks or less with 348 00:23:09,290 --> 00:23:13,780 this. We had a healthcare example the same way where they 349 00:23:13,780 --> 00:23:17,860 were supporting millions of calls per day, that they weren't 350 00:23:17,860 --> 00:23:22,990 expecting. And with a bot that would have otherwise resulted 351 00:23:22,990 --> 00:23:27,340 in hours upon hours of QA time and abandoned calls and 352 00:23:27,870 --> 00:23:31,210 very stressed and frustrated people on the other end. So 353 00:23:31,490 --> 00:23:34,950 that's just one example that's become very prominent, especially during 354 00:23:34,950 --> 00:23:39,050 this time to leverage automation, because sometimes going back to 355 00:23:39,050 --> 00:23:42,730 empathy, the most empathetic thing you can do is provide 356 00:23:42,730 --> 00:23:46,460 a very efficient experience. And so bot certainly met the 357 00:23:46,460 --> 00:23:51,760 need there. Yeah. And let's take a look now at the 358 00:23:51,760 --> 00:23:57,880 benefits that companies are achieving through their AI investments. The leading 359 00:23:57,880 --> 00:24:01,390 benefits that we saw across the board are around operational 360 00:24:01,390 --> 00:24:06,750 efficiency, cost savings, and improved management decision making. So having 361 00:24:06,750 --> 00:24:09,780 a lot of data, being able to understand and make better 362 00:24:09,780 --> 00:24:13,970 decisions across the business. What we found quite interesting on 363 00:24:13,970 --> 00:24:17,670 this chart is that just about a quarter of businesses 364 00:24:18,380 --> 00:24:21,800 are using AI or seeing a benefit from AI that 365 00:24:21,800 --> 00:24:24,950 is improved revenue. And I can think of a couple 366 00:24:25,070 --> 00:24:29,430 of reasons for that. So firstly that many of the 367 00:24:29,430 --> 00:24:35,020 technologies around improving operational efficiency might be more mature. And 368 00:24:35,020 --> 00:24:37,500 that potentially, there's also a lot of low hanging fruit in 369 00:24:37,500 --> 00:24:41,170 that area. I'd like to get your perspective Janelle. Do 370 00:24:41,170 --> 00:24:44,830 you think it's more challenging to use AI to increase 371 00:24:44,830 --> 00:24:48,640 revenue or are there just more use cases around improving 372 00:24:48,640 --> 00:24:55,760 operational efficiency? I don't think it's necessarily more challenging, for 373 00:24:55,760 --> 00:25:00,220 example, in the example I shared earlier where you were 374 00:25:00,220 --> 00:25:05,900 looking to transfer your service with the cable provider. Using 375 00:25:05,900 --> 00:25:09,050 AI to drive revenue and I'll give some more examples 376 00:25:09,050 --> 00:25:13,610 of this later to do conversions as people are shopping 377 00:25:13,610 --> 00:25:18,170 online. We've seen companies get that up and running and 378 00:25:18,170 --> 00:25:22,820 implemented and achieving benefits in less than a month, sometimes 379 00:25:22,820 --> 00:25:26,550 even within a week. So I think that oftentimes there 380 00:25:26,550 --> 00:25:32,430 can be a perception that incorporating AI into your environment 381 00:25:32,430 --> 00:25:36,330 is super difficult, which it can be. I won't say 382 00:25:36,330 --> 00:25:39,540 that it can never be, but if you target specific 383 00:25:39,540 --> 00:25:44,730 use cases that are tied to a very specific business 384 00:25:44,730 --> 00:25:49,730 outcome around improving web conversions as one example, it doesn't 385 00:25:49,730 --> 00:25:51,730 have to be hard and it doesn't have to be 386 00:25:51,730 --> 00:25:55,620 challenging. And I think that over time we will see 387 00:25:55,840 --> 00:25:58,810 more and more use cases in this area. I know 388 00:25:58,810 --> 00:26:03,010 just speaking for Genesys in our MarTech stack, it's full 389 00:26:03,010 --> 00:26:05,740 of AI applications. So I think that there's a lot 390 00:26:05,740 --> 00:26:08,950 more to come and I would predict that 26% is 391 00:26:08,950 --> 00:26:14,050 going to grow. Great. Okay. So at this point, let me 392 00:26:14,050 --> 00:26:17,560 hand over to you Aarde. We know that Textile is an 393 00:26:17,560 --> 00:26:20,440 online retailer, but we'd love to hear more about your 394 00:26:20,440 --> 00:26:26,650 business and about your AI journey. Yeah, absolutely. And before 395 00:26:26,650 --> 00:26:28,580 we go onto the next slide, what I want to 396 00:26:28,580 --> 00:26:30,990 talk a little bit about is some content on the 397 00:26:30,990 --> 00:26:33,410 slide because it is relevant to our customer journey and 398 00:26:33,890 --> 00:26:36,730 how we developed AI to help support that customer journey. 399 00:26:37,110 --> 00:26:39,170 The low hanging fruit that we tackled for us was 400 00:26:39,170 --> 00:26:43,360 of course the operational efficiency and cost savings, reducing of 401 00:26:43,360 --> 00:26:49,190 handle time for our agents, reducing of transactional type conversations 402 00:26:49,190 --> 00:26:54,030 via chat or email or phone or social. So we 403 00:26:54,030 --> 00:26:57,580 did see some initial, low hanging fruit routines around operate 404 00:26:57,580 --> 00:27:02,220 efficiently. And of course some gains in the customer experience 405 00:27:02,220 --> 00:27:04,850 based on and I'm going to give you an example of that in the next 406 00:27:04,850 --> 00:27:08,120 couple of slides. But one of the things that is 407 00:27:08,900 --> 00:27:13,170 rarely looked at or often overlooked is since we are 408 00:27:13,170 --> 00:27:17,310 a membership model and E- commerce retailer membership model, we 409 00:27:17,310 --> 00:27:21,940 did increase our revenue. And the way that we did 410 00:27:21,940 --> 00:27:26,910 this using AI with using machine learning tool to give 411 00:27:26,910 --> 00:27:30,220 us a lifetime value of the customer as they're going 412 00:27:30,220 --> 00:27:34,730 through certain processes, of course the obvious processes are contacting 413 00:27:34,730 --> 00:27:39,610 our customer care team. But also as they're navigating through 414 00:27:39,610 --> 00:27:42,710 the E- commerce website, we know exactly what their lifetime 415 00:27:42,710 --> 00:27:46,420 value is, and that changes over time using AI and 416 00:27:46,420 --> 00:27:52,840 machine learning. So back to your guys' points, increasing revenue 417 00:27:52,840 --> 00:27:56,580 is an opportunity, it's just a little bit harder to 418 00:27:56,580 --> 00:27:58,900 really get to that. It's a lot easier to do 419 00:27:58,900 --> 00:28:03,040 the low hanging fruit, which is cost efficiencies. So talking 420 00:28:03,040 --> 00:28:06,110 a little bit more about what we did at Textile 421 00:28:06,110 --> 00:28:09,700 Fashion Group this is just a zoom and so we're 422 00:28:09,700 --> 00:28:14,050 going to talk specifically around our conversational AI and how we 423 00:28:14,050 --> 00:28:18,990 use Genesys to deliver this AI to not only our 424 00:28:18,990 --> 00:28:23,610 agents but to our customers. Zooming into our specific project, 425 00:28:24,150 --> 00:28:27,270 the things we're looking for we're a cloud- based product. 426 00:28:27,270 --> 00:28:29,440 So making sure that we had an ecosystem where we 427 00:28:29,440 --> 00:28:33,950 can deliver this service irregardless of location or irregardless of 428 00:28:33,950 --> 00:28:37,760 server stacks. So making sure that it was truly cloud- based 429 00:28:37,760 --> 00:28:40,930 and global, making sure that we focused on our digital 430 00:28:40,930 --> 00:28:43,870 channels with our bots, but also our voice channels as 431 00:28:43,870 --> 00:28:48,800 well too. So traditional channels alongside with our chat and 432 00:28:48,800 --> 00:28:53,330 social channels introducing bots and what we call as botlets, 433 00:28:53,520 --> 00:28:58,410 so many bots within bots to doing multiple tasks at 434 00:28:58,410 --> 00:29:01,530 once. And then of course, self service and automation was 435 00:29:01,530 --> 00:29:06,360 the key goal and the key challenge for this project. 436 00:29:06,730 --> 00:29:08,900 So a little bit of the results before I get 437 00:29:08,900 --> 00:29:13,370 into kind of some quantitative return on investment results, we 438 00:29:13,370 --> 00:29:19,080 developed and deployed Genesys within less than 90 days of 439 00:29:19,430 --> 00:29:23,900 contract signature. The actual build itself took less than 30 440 00:29:23,900 --> 00:29:28,330 days, but 90 days from the start of project planning 441 00:29:28,700 --> 00:29:32,170 to the actual go live. What we found is by 442 00:29:32,170 --> 00:29:34,530 migrating to the cloud, by migrating to a tool like 443 00:29:34,530 --> 00:29:38,220 Genesys, it's easier for our resources, so that we can handle 444 00:29:38,430 --> 00:29:44,500 large increases in volume, large spikes. Obviously, with COVID hitting 445 00:29:45,000 --> 00:29:49,530 we had a huge increase in our online retail or 446 00:29:49,850 --> 00:29:53,090 through Fabletics, which is one of our brands because it 447 00:29:53,090 --> 00:29:55,570 is athletes or at home wear. So everyone wanted to 448 00:29:55,570 --> 00:29:58,910 buy that at home wear as they're working at home 449 00:29:58,910 --> 00:30:01,500 versus having to go into the office and dressing up. 450 00:30:02,770 --> 00:30:06,050 We also found that we had increased efficiency in managing 451 00:30:06,050 --> 00:30:09,110 our interactions. And I'll go into that in a little bit 452 00:30:09,110 --> 00:30:11,240 in the next couple of slides. And then we wanted 453 00:30:11,240 --> 00:30:13,940 to make sure that there was an integration into not 454 00:30:13,940 --> 00:30:17,440 only our current ecosystem and tool sets, but we also 455 00:30:17,440 --> 00:30:20,730 have the ability to integrate into new areas that we 456 00:30:20,730 --> 00:30:24,350 haven't done quite yet, social would be a great example 457 00:30:24,350 --> 00:30:28,580 of that. So background of who Textile Fashion Group is. 458 00:30:28,580 --> 00:30:30,790 So we have a little bit of context. I said this 459 00:30:30,790 --> 00:30:34,160 a couple of times before we're conglomerate E- commerce website 460 00:30:34,470 --> 00:30:37,310 that sells fashion. We call it Fast Fashion because all 461 00:30:37,310 --> 00:30:39,960 of the products on our websites change every single month. 462 00:30:39,960 --> 00:30:41,610 So you're not going to see a product that will 463 00:30:41,610 --> 00:30:46,290 exist on our websites for longer than a certain period. 464 00:30:46,290 --> 00:30:49,570 Usually it's one month turnaround. We have five different brands. 465 00:30:50,120 --> 00:30:52,570 The big ones that you would probably know about or have heard 466 00:30:52,570 --> 00:30:56,310 are Fabletics. We just launched Fabletics men with Kevin Hart. 467 00:30:57,190 --> 00:31:02,080 Fabletics is a huge product of ours with Kate Hudson. 468 00:31:03,130 --> 00:31:06,890 We launched Savage X Fenty with Rihanna, which is disrupting 469 00:31:06,890 --> 00:31:10,360 the lingerie market. And then some of our brands are 470 00:31:10,390 --> 00:31:13,710 JustFab and ShoeDazzle and of course, FabKids for our lovable 471 00:31:13,710 --> 00:31:17,950 kids as well. And we partner with celebrities across all 472 00:31:17,950 --> 00:31:23,170 different platforms uniquely using their marketing skills across social media, 473 00:31:23,490 --> 00:31:26,850 and then we are a monthly membership. So our customers 474 00:31:26,850 --> 00:31:31,200 do contact us on a pretty regular basis. We've had 475 00:31:31,200 --> 00:31:34,570 at least two touch points with every single member every 476 00:31:34,570 --> 00:31:38,450 single month, which is a pretty high contact rate. So 477 00:31:38,450 --> 00:31:41,580 to put some more specific numbers to that five million 478 00:31:41,580 --> 00:31:47,550 members globally, 12 different countries across seven different languages. We 479 00:31:47,550 --> 00:31:50,820 get about six million phone calls per year, three million 480 00:31:50,820 --> 00:31:54,210 chats per year. And on average, our conversations last about 481 00:31:54,210 --> 00:32:01,470 nine minutes. What we did when we released our Chatbot for 482 00:32:01,470 --> 00:32:03,900 the first time for the first year, this was the 483 00:32:03,900 --> 00:32:09,430 results of our Chatbot. Obviously, the operational savings here we 484 00:32:09,430 --> 00:32:13,180 saved $ 1. 1 million in the first year and how 485 00:32:13,180 --> 00:32:17,480 we achieved that was by going from 0% containment to 486 00:32:17,530 --> 00:32:23,510 18.5% self service containment. So that means that members and customers 487 00:32:23,510 --> 00:32:26,850 were able to get what they're looking for 18.5% of 488 00:32:26,850 --> 00:32:29,900 the time without having to go to a live agent. 489 00:32:30,340 --> 00:32:33,360 And then for the people who did have to go 490 00:32:33,360 --> 00:32:35,900 to a live agent reduced the handle time by 45 491 00:32:35,900 --> 00:32:38,840 seconds. And the ways we did that of course were 492 00:32:38,840 --> 00:32:43,130 by screen pops, creating of cases and tickets automatically also 493 00:32:43,130 --> 00:32:47,420 auto dispositioning those cases, because we already knew we captured the 494 00:32:47,420 --> 00:32:52,430 intent of the initial questions and then also providing the 495 00:32:52,430 --> 00:32:55,760 full transcript of the bot to the agent before they 496 00:32:55,760 --> 00:32:58,080 answered the call. So they know exactly what they need 497 00:32:58,080 --> 00:33:01,280 to jump into without having to ask those kind of 498 00:33:01,700 --> 00:33:04,420 easy questions like who am I speaking with and what 499 00:33:04,420 --> 00:33:07,810 can I help you with today? And then of course, without 500 00:33:07,810 --> 00:33:11,030 sacrificing any customer experience, we wanted to make sure that 501 00:33:11,030 --> 00:33:15,780 we had a high level of satisfaction and we scored 502 00:33:15,780 --> 00:33:20,900 a 92% member satisfaction score. And that's specifically to the 503 00:33:20,900 --> 00:33:25,980 self contained bots which ironically is slightly higher than what 504 00:33:25,980 --> 00:33:30,470 our member satisfaction scores for live agents. So our bot 505 00:33:30,470 --> 00:33:36,060 actually outperformed from our member satisfaction standpoint across all of 506 00:33:36,060 --> 00:33:39,780 our member base. So to drill a little bit further 507 00:33:39,780 --> 00:33:45,020 into what our customers were saying about AI and automation 508 00:33:45,020 --> 00:33:50,170 and conversational AI as they're interacting with our bots. So this is 509 00:33:50,170 --> 00:33:54,420 just a quick snippet of what our members were saying 510 00:33:54,420 --> 00:33:57,740 in response through the feedback loop. I won't read all 511 00:33:57,740 --> 00:34:00,500 of these. I know that this content will be recorded 512 00:34:00,500 --> 00:34:02,470 and you could always come back and review them on 513 00:34:02,470 --> 00:34:05,280 your own. But I love the middle one here that 514 00:34:05,280 --> 00:34:09,740 says, " I just talked to an automated customer service line 515 00:34:10,110 --> 00:34:13,940 that understood full sentences, work better and faster than actual 516 00:34:13,940 --> 00:34:18,820 people." Of course, actual people are very, very productive. I 517 00:34:18,820 --> 00:34:21,430 don't want to downplay that at all, but what I 518 00:34:21,430 --> 00:34:24,730 want to show here is that you can design these 519 00:34:24,730 --> 00:34:30,700 customer experience journeys to Janelle's point to really not sacrifice 520 00:34:30,700 --> 00:34:34,820 customer experience and really create that level of empathy as 521 00:34:34,820 --> 00:34:39,620 they're going through this journey or this process. So I'd like 522 00:34:39,620 --> 00:34:41,860 to pause here and pass it back to Claire. I 523 00:34:41,860 --> 00:34:45,490 know there's another poll question coming up, so I'll pass 524 00:34:45,490 --> 00:34:51,620 it over to you. Thanks for that Aarde and just 525 00:34:51,620 --> 00:34:54,550 building on what Aarde was sharing about all of the benefits 526 00:34:54,550 --> 00:34:57,350 that they've achieved at Textile, we'd like to ask you 527 00:34:57,350 --> 00:35:01,980 the question now, what AI benefit is most of interest 528 00:35:01,980 --> 00:35:07,360 to you today? Improved operational efficiency and cost savings, improved 529 00:35:07,360 --> 00:35:13,890 management decision- making, improved customer experience, faster time to market, 530 00:35:14,250 --> 00:35:20,160 better risk management, increased revenue or improved compliance? So you have 531 00:35:20,160 --> 00:35:22,300 a few options and I'll give you a few seconds 532 00:35:22,300 --> 00:35:27,170 to answer that question. Janelle based on the conversations that you're having 533 00:35:27,610 --> 00:35:30,900 with customers, what would you anticipate would be the response? 534 00:35:32,130 --> 00:35:38,280 Well, I'm super interested to see it because really the 535 00:35:38,280 --> 00:35:41,210 ones that stand out to me in my conversations with 536 00:35:41,210 --> 00:35:45,330 customers are the first one, which was cost savings, which 537 00:35:45,330 --> 00:35:47,540 was at the top of the list from the survey 538 00:35:47,540 --> 00:35:52,090 responses. At the same time, Aarde just mentioned how they're 539 00:35:52,090 --> 00:35:56,630 using it to improve customer experience and drive revenue as 540 00:35:56,630 --> 00:35:59,590 well. And when you live in a state of the 541 00:35:59,590 --> 00:36:02,740 world where many businesses are just looking for new ways 542 00:36:02,740 --> 00:36:07,100 to continue to service and sell, I'm wondering what the 543 00:36:07,100 --> 00:36:10,180 feedback will be. So maybe we can go to the 544 00:36:10,180 --> 00:36:17,750 results and see where we are. take a look. Okay. So what 545 00:36:17,750 --> 00:36:21,440 AI benefit is most of interest to you today? So 546 00:36:21,480 --> 00:36:26,450 45%, almost half say improved operational efficiency and cost savings 547 00:36:27,900 --> 00:36:35,530 followed by customer experience and increased revenue is just 4.2%. 548 00:36:35,930 --> 00:36:39,500 That's very interesting. And I wonder if that relates back 549 00:36:39,500 --> 00:36:44,420 to where the audience is in the AI journey, if 550 00:36:45,450 --> 00:36:48,130 a lot of the audience is in the early testing 551 00:36:48,130 --> 00:36:54,120 stages, looking at rolling AI out in the customer journey, perhaps 552 00:36:54,120 --> 00:36:56,530 there's still a lot of low hanging fruit on the 553 00:36:56,530 --> 00:37:02,230 operational efficiency side. Janelle, do you have a reaction? I think 554 00:37:02,230 --> 00:37:05,890 you might be right. I think also as Aarde alluded 555 00:37:05,890 --> 00:37:08,660 to just in the benefits that they've seen so far 556 00:37:09,020 --> 00:37:12,610 at Textile, it doesn't have to be one or the 557 00:37:12,620 --> 00:37:18,070 other necessarily either, right? Where you can go for some 558 00:37:18,070 --> 00:37:21,040 low hanging fruit around efficiency gains, but at the same 559 00:37:21,040 --> 00:37:25,760 time that that bot that gained efficiency is also improved customer 560 00:37:25,760 --> 00:37:29,860 experience and drove loyalty, which drives more revenue. So I 561 00:37:29,860 --> 00:37:33,480 think that even though the audience had one option I 562 00:37:33,480 --> 00:37:36,310 bet that what they'll find in their planning and discovery 563 00:37:36,310 --> 00:37:39,430 is that several of these benefits will come into play. 564 00:37:41,230 --> 00:37:46,430 Yeah. And maybe what I can do too, is going 565 00:37:46,430 --> 00:37:50,730 back to what I shared with the various AI applications 566 00:37:51,150 --> 00:37:55,470 that are fueled to provide experience as a service to 567 00:37:55,470 --> 00:37:59,980 really personalize those experience, share some more benefits too on 568 00:38:00,250 --> 00:38:04,150 what companies are seeing out there. So I won't hit 569 00:38:04,150 --> 00:38:07,330 on every one of these as we looked at the 570 00:38:07,620 --> 00:38:11,590 eight different AI powered applications that support the customer journey 571 00:38:11,590 --> 00:38:14,620 and employee journey. I'll just cover a couple of these 572 00:38:15,600 --> 00:38:19,990 related to Voicebots, as well as Chatbots, which I'll showcase 573 00:38:19,990 --> 00:38:23,850 later. Aarde alluded to some benefits here. We see as 574 00:38:23,850 --> 00:38:29,610 well that oftentimes companies are seeing 50% or more containment 575 00:38:29,610 --> 00:38:33,790 rates but we know too that it isn't just about containing 576 00:38:33,790 --> 00:38:37,190 and self- service, it really capturing the context of the customer 577 00:38:37,400 --> 00:38:39,610 and getting them to that next step of the journey 578 00:38:39,610 --> 00:38:41,930 and that bots can do that really well. And in 579 00:38:42,150 --> 00:38:46,220 Textile's case, feedback showed you even more so in some 580 00:38:46,220 --> 00:38:52,420 instances than real people. So certainly tons of benefits there 581 00:38:52,900 --> 00:38:57,050 but even ahead of that and with predictive engagement Claire, 582 00:38:57,050 --> 00:39:01,010 you alluded to financial services being in the leading position 583 00:39:01,010 --> 00:39:05,570 around looking to incorporate AI over the next three years 584 00:39:05,570 --> 00:39:08,530 if they haven't already. And this is certainly where we're 585 00:39:08,530 --> 00:39:12,550 seeing predictive engagement come into play too. So these example 586 00:39:12,550 --> 00:39:17,790 benefits come from a financial services institution over in Europe, 587 00:39:17,790 --> 00:39:22,940 where they implemented that engagement feature, where someone is searching 588 00:39:22,940 --> 00:39:28,230 for mortgages and at that right moment they would monitor that 589 00:39:28,230 --> 00:39:32,500 behavior and pop up an invitation to chat or to 590 00:39:32,500 --> 00:39:35,960 offer a callback or a special offer to really drive 591 00:39:36,170 --> 00:39:38,440 more sales at the end of the day. And they 592 00:39:38,440 --> 00:39:43,080 saw gigantic benefits, not only in increasing revenue with Forex 593 00:39:43,080 --> 00:39:47,130 conversion rates but also cost savings and lower cost per 594 00:39:47,130 --> 00:39:52,650 lead and improved experience double digits in NPS improvement from 595 00:39:52,650 --> 00:39:55,850 that application. If I go to some of the others 596 00:39:56,200 --> 00:40:00,870 predictive routing, that's that application that takes into account all 597 00:40:00,870 --> 00:40:03,960 of that context around the customer as well as that 598 00:40:03,960 --> 00:40:07,960 employee to get to that really especial match between the 599 00:40:07,960 --> 00:40:11,790 two as somebody wants to talk to or interact with 600 00:40:12,080 --> 00:40:16,730 a live person. We're seeing this very popular in large 601 00:40:16,730 --> 00:40:22,270 telecommunications companies as one industry example where maybe they have 602 00:40:22,270 --> 00:40:27,270 thousands of contact center resources already, maybe they're already doing really 603 00:40:27,270 --> 00:40:31,160 sophisticated skills- based routing, but they want to take it 604 00:40:31,160 --> 00:40:34,160 to the next level. And so predictive routing for them 605 00:40:34,460 --> 00:40:36,900 gave them some of the benefits that you see here. 606 00:40:37,490 --> 00:40:41,240 They started in some customer service based use cases and 607 00:40:41,240 --> 00:40:46,400 improving handle times or first contact resolutions quickly saw the 608 00:40:46,400 --> 00:40:50,220 benefits and then next we're targeting those increased revenue benefits 609 00:40:50,220 --> 00:40:55,510 for their sales organization. Moving on, looking at interaction analytics, 610 00:40:55,850 --> 00:40:59,990 of course, being able to get those better insights into 611 00:40:59,990 --> 00:41:03,710 the employee's performance. And the intent of the customers help 612 00:41:03,710 --> 00:41:06,300 in a variety of different ways when it comes to 613 00:41:06,380 --> 00:41:10,910 coaching and quality. In addition, we're seeing a rise in 614 00:41:10,910 --> 00:41:15,670 interest around agent assist, especially in these times where employees 615 00:41:15,670 --> 00:41:20,020 are distributed and virtual and need those extra prompts for 616 00:41:20,020 --> 00:41:23,170 engagement and support, being able to have that context right 617 00:41:23,170 --> 00:41:26,500 in front of them in that consolidated desktop to really 618 00:41:26,500 --> 00:41:31,820 guide them through the conversation is increasingly important. And then 619 00:41:32,090 --> 00:41:37,530 related to employee engagement too, we're proud to have offered 620 00:41:37,530 --> 00:41:41,620 the first AI based workforce management in the market where 621 00:41:42,120 --> 00:41:46,460 for forecasting and scheduling, we could not only accelerate the 622 00:41:46,460 --> 00:41:50,680 speed of running the schedules, but also the accuracy, which 623 00:41:50,680 --> 00:41:54,150 is evermore important because many employees aren't in a contact 624 00:41:54,150 --> 00:41:56,260 center that you can monitor and just walk up to 625 00:41:56,260 --> 00:41:59,010 their desk anymore. They're all virtual. So being able to 626 00:41:59,010 --> 00:42:03,670 have those tools at hand and make changes with faster agility 627 00:42:03,900 --> 00:42:07,350 becomes increasingly important. So those are just a couple of 628 00:42:07,350 --> 00:42:10,910 examples to just drill in a little bit more around 629 00:42:10,910 --> 00:42:15,080 the business benefits and business outcomes, because as you're doing 630 00:42:15,370 --> 00:42:19,200 your planning and you're discovering, it's not about just implementing 631 00:42:19,200 --> 00:42:21,970 AI for the sake of implementing AI, right? It's about 632 00:42:21,970 --> 00:42:26,290 really driving towards what business benefits and business outcomes that 633 00:42:26,290 --> 00:42:29,710 you're targeting. So with that said, Claire I will turn 634 00:42:29,710 --> 00:42:33,430 it back over to you. Great. Thank you for that. 635 00:42:36,520 --> 00:42:39,830 So we touched on this earlier, and of course there's a 636 00:42:39,830 --> 00:42:43,640 lot of benefits to be achieved from rolling out AI, 637 00:42:43,910 --> 00:42:48,760 but the survey also polls the respondents on the challenges. 638 00:42:48,940 --> 00:42:51,860 What are the greatest challenges to your company's use of 639 00:42:51,860 --> 00:42:55,240 AI? And the leading challenge that came back was the 640 00:42:55,240 --> 00:43:00,550 business or process challenges of using AI insights, followed by 641 00:43:00,550 --> 00:43:05,710 data quality or availability, and then the shortage of AI 642 00:43:06,260 --> 00:43:09,000 talent in the business. So let me just give you 643 00:43:09,000 --> 00:43:13,090 an example that we actually highlighted in the report around the 644 00:43:13,090 --> 00:43:17,090 business process challenges. So we spoke to the head of 645 00:43:17,090 --> 00:43:21,050 AI at the Leading Global Airline, and they identified that 646 00:43:21,050 --> 00:43:25,680 a lot of costs could be saved by correctly forecasting 647 00:43:25,720 --> 00:43:32,060 what meal the passengers would select in premium class. So 648 00:43:32,060 --> 00:43:36,680 rather than having three choices available to every passenger, being 649 00:43:36,680 --> 00:43:39,510 able to predict in advance, I'm going to choose the 650 00:43:39,510 --> 00:43:41,920 fish and the person sitting next to me is going to 651 00:43:41,920 --> 00:43:44,490 choose the beef, would save a lot of money for 652 00:43:44,490 --> 00:43:47,890 the airline. And actually they became very, very good at 653 00:43:47,950 --> 00:43:52,620 predicting what people would choose. The challenge was changing the 654 00:43:52,620 --> 00:43:56,980 catering processes globally to be able to use that data 655 00:43:56,980 --> 00:44:00,240 in real time as the passenger list changes. So that 656 00:44:00,240 --> 00:44:05,160 was one example that came through the survey. Janelle, can 657 00:44:05,160 --> 00:44:06,790 I kind of pick on you to share some of 658 00:44:06,790 --> 00:44:12,470 the challenges that you've seen with your customers? Yeah. A couple comes 659 00:44:13,110 --> 00:44:15,650 to mind and certainly they can span all of the 660 00:44:15,870 --> 00:44:18,610 ones that are listed here, but I'll just highlight maybe three 661 00:44:18,610 --> 00:44:23,640 specifics and then share some advice as well as some 662 00:44:23,640 --> 00:44:26,620 proof points that can go with those three. So the 663 00:44:26,620 --> 00:44:30,600 first one is your point around data quality or availability 664 00:44:30,600 --> 00:44:34,030 where you had mentioned 48% of the respondents noted this 665 00:44:34,030 --> 00:44:37,460 as a challenge. Absolutely, we see that too. So my 666 00:44:37,460 --> 00:44:41,530 advice here is when you're looking to make a selection 667 00:44:41,610 --> 00:44:46,370 for your AI applications, keep a vendor in mind that 668 00:44:46,660 --> 00:44:51,930 provides openness and flexibility there, so that for your AI 669 00:44:51,930 --> 00:44:56,040 applications, you can seamlessly integrate to all of these underlying 670 00:44:56,040 --> 00:44:59,390 data sources that it needs to pull from CRM systems 671 00:45:00,590 --> 00:45:04,390 and any third party data, as well as the real time information, 672 00:45:04,670 --> 00:45:08,180 of course. And so being able to leverage an AI 673 00:45:08,230 --> 00:45:11,830 platform that is open, that doesn't just lock you into 674 00:45:11,830 --> 00:45:15,170 their own set of data, that might be still very 675 00:45:15,960 --> 00:45:19,820 siloed, but allows you to orchestrate and collect data from 676 00:45:19,820 --> 00:45:24,170 any source as well as even orchestrate multiple AI technologies 677 00:45:24,170 --> 00:45:27,570 together. And so they can interact between one another, I 678 00:45:27,570 --> 00:45:32,220 think is really, really important. And so one proof point 679 00:45:32,220 --> 00:45:36,370 here is a company called Intel that chose us to 680 00:45:36,400 --> 00:45:40,590 help overcome that challenge. They had a live tech support 681 00:45:41,000 --> 00:45:45,250 Voicebot and they were using our solutions along with a 682 00:45:45,250 --> 00:45:48,990 variety of other different third party technologies to sort of 683 00:45:48,990 --> 00:45:53,100 be that orchestrator, even amongst their bots, because in some bots 684 00:45:53,100 --> 00:45:57,320 they might choose for certain specialties or they already had 685 00:45:57,320 --> 00:46:01,940 that, they wanted to leverage their existing investments. So garbage in, 686 00:46:01,940 --> 00:46:05,040 garbage out, right? So data quality of course is a 687 00:46:05,040 --> 00:46:08,180 really important challenge. And so be able to choose an open 688 00:46:08,180 --> 00:46:11,210 platform that allows you to pull from any source is 689 00:46:11,210 --> 00:46:14,690 really, really key. The second one here on the shortage 690 00:46:14,690 --> 00:46:18,290 of AI developers and data scientists, Aarde I am going 691 00:46:18,290 --> 00:46:20,810 to pick on you because I got the proof point and 692 00:46:20,910 --> 00:46:22,540 you, why don't you speak to this one for us? 693 00:46:24,700 --> 00:46:29,570 Definitely. It's a living organism. Whenever you're creating AI or 694 00:46:29,570 --> 00:46:34,730 deploying machine learning around a certain business objective, you can't 695 00:46:34,730 --> 00:46:38,110 just implement and forget. So not only is there a 696 00:46:38,110 --> 00:46:42,030 need for resources, AI developers and data scientists in the 697 00:46:42,030 --> 00:46:45,700 beginning, but also a little bit of resources needed on 698 00:46:45,700 --> 00:46:48,610 the backend just to maintain the product, making sure that 699 00:46:50,120 --> 00:46:53,220 it's doing the right thing. I think the best analogy 700 00:46:53,220 --> 00:46:57,060 I've ever heard is it's like a garden. You're growing vegetables 701 00:46:57,060 --> 00:46:59,880 out in the garden, you need to not only dig the 702 00:46:59,960 --> 00:47:03,270 initial holes to plant with the initial plants, but as 703 00:47:03,270 --> 00:47:06,380 it's growing, you need to make sure you're watering it. 704 00:47:06,380 --> 00:47:11,230 It gets enough sun, that you're clipping the appropriate leaves. 705 00:47:11,390 --> 00:47:13,790 It's not something that you could set and forget, and 706 00:47:13,790 --> 00:47:17,190 that does take time, energy and resources. It's very easy 707 00:47:17,190 --> 00:47:21,690 for us to deploy something and then prove its success 708 00:47:21,690 --> 00:47:24,410 and say, what? That's great. Let's now deploy something else. 709 00:47:24,480 --> 00:47:26,800 And then we totally forget about it. And then two 710 00:47:26,800 --> 00:47:29,890 years later, it's completely stale. It's doing things that it 711 00:47:29,890 --> 00:47:33,240 shouldn't be doing, or it's not necessarily creating the outcomes 712 00:47:33,240 --> 00:47:36,110 that we wanted. So it's really important to make sure 713 00:47:36,110 --> 00:47:39,360 that you invest in developers and data scientists to help 714 00:47:39,360 --> 00:47:44,610 support your business objectives. Thanks Aarde. And the third one 715 00:47:44,610 --> 00:47:47,770 I would highlight is a challenge we often see too. 716 00:47:47,770 --> 00:47:50,950 And just being able to demonstrate the business value and 717 00:47:50,950 --> 00:47:54,460 return on investment with AI. So one of the ways 718 00:47:54,460 --> 00:47:58,020 that we help our clients is by even just offering 719 00:47:58,020 --> 00:48:01,930 some really fast and easy proof points, build a bot 720 00:48:01,930 --> 00:48:05,650 workshop where within an hour, you can get your hands 721 00:48:05,650 --> 00:48:09,680 on the technology and build a basic bot to be 722 00:48:09,680 --> 00:48:14,270 able to understand and prove out and showcase how you 723 00:48:14,270 --> 00:48:18,520 can gain efficiencies in handling influxes of volume as an 724 00:48:18,520 --> 00:48:22,650 example. We offer pretrials so you can try before you buy 725 00:48:22,650 --> 00:48:25,650 to be able to prove out that technology too. And 726 00:48:25,650 --> 00:48:28,930 then lastly, I mentioned that we have a value consulting 727 00:48:28,930 --> 00:48:31,890 and business consulting team, whereas as part of the process 728 00:48:31,890 --> 00:48:36,050 and working with you, we look to help you with 729 00:48:36,080 --> 00:48:39,500 the financial models and the business benefit and benchmarks that 730 00:48:39,500 --> 00:48:42,690 you need to help justify the solution, and then can 731 00:48:42,690 --> 00:48:45,340 we follow up with you and working with you in 732 00:48:45,420 --> 00:48:50,670 understanding how you can realize that information and prove it 733 00:48:50,670 --> 00:48:52,760 out to share with your key stakeholders that were a 734 00:48:52,760 --> 00:48:55,970 part of the decision and in investing to begin with. 735 00:48:56,640 --> 00:49:00,830 So those are a couple from your slide before. Claire, 736 00:49:00,830 --> 00:49:03,590 that jumped out to me in terms of AI challenges and proof 737 00:49:03,590 --> 00:49:07,120 points and how we help companies. Thank you very much 738 00:49:07,410 --> 00:49:10,650 Janelle. Okay. I'm going to change tack a little bit now. 739 00:49:10,910 --> 00:49:13,480 I don't know if you recall at the beginning, I said that 740 00:49:13,480 --> 00:49:17,290 we will be talking about this concept of data sharing. So 741 00:49:17,330 --> 00:49:21,450 what would be the value of you taking an anonymized 742 00:49:21,450 --> 00:49:24,370 set of data and sharing it with a third party 743 00:49:24,370 --> 00:49:27,650 and what could be some of the mutual benefits that 744 00:49:27,650 --> 00:49:31,320 would come out of that. And we're already seeing various examples 745 00:49:31,310 --> 00:49:34,990 across industries. I'll give you a couple of examples. So 746 00:49:35,390 --> 00:49:40,670 transportation companies sharing much more detailed supply chain data along 747 00:49:40,780 --> 00:49:42,760 the supply chain so that people can give much more 748 00:49:42,810 --> 00:49:49,790 accurate timing estimates to their customers or a telecommunications company sharing 749 00:49:49,790 --> 00:49:54,750 information about customers are switching SIM cards frequently and sharing that 750 00:49:54,860 --> 00:49:58,160 information with banks to help them identify cases of fraud. 751 00:49:58,550 --> 00:50:02,070 So various examples of where companies are looking at the 752 00:50:02,070 --> 00:50:04,990 value of their data and how in future, they might 753 00:50:04,990 --> 00:50:09,380 share it with third parties to develop AI, to develop new 754 00:50:09,380 --> 00:50:13,610 business models, to develop new supply chain efficiencies. And so 755 00:50:13,610 --> 00:50:16,970 we ask the survey respondents, what would be the greatest 756 00:50:16,970 --> 00:50:21,220 benefits of sharing data with companies in your own or 757 00:50:21,220 --> 00:50:26,840 adjacent industries? And the majority 56%, say that the greatest benefit they 758 00:50:26,840 --> 00:50:32,240 could foresee will be faster and more transparent supply chains 759 00:50:32,580 --> 00:50:36,600 followed by faster and more innovative product development and then 760 00:50:36,620 --> 00:50:41,190 new and enhanced customer services and experiences. And I know 761 00:50:41,190 --> 00:50:45,770 that Genesys has been taking some initiatives looking into this 762 00:50:45,770 --> 00:50:48,500 space of data sharing. Janelle, can you give us a 763 00:50:48,500 --> 00:50:50,360 couple of examples of what you see this kind of 764 00:50:51,060 --> 00:50:56,730 the value of sharing data to be. Well, absolutely. So 765 00:50:56,730 --> 00:51:00,240 when it comes to sharing data, I'll go back to 766 00:51:00,240 --> 00:51:03,360 some of the obstacles, right? So if you go to 767 00:51:03,360 --> 00:51:07,010 the next slide real quick Claire and I look at 768 00:51:07,330 --> 00:51:13,530 the second bar chart, as a technology provider, the second 769 00:51:13,530 --> 00:51:17,050 one here jumps out to me as something where along 770 00:51:17,050 --> 00:51:20,240 with global tech companies, we can be part of removing 771 00:51:20,240 --> 00:51:24,700 the obstacles associated with managing and transforming that data across 772 00:51:24,700 --> 00:51:27,810 many systems, because if you're going to share it, you need 773 00:51:27,810 --> 00:51:30,830 to have it sort of in a shareable format to 774 00:51:30,830 --> 00:51:35,640 begin with. So that's why Genesys has become one of 775 00:51:35,640 --> 00:51:39,380 the only providers that are part of two key initiatives 776 00:51:39,380 --> 00:51:46,340 in being able to have open APIs amongst the key 777 00:51:46,340 --> 00:51:49,200 data providers. So two that come to mind are the 778 00:51:49,200 --> 00:51:53,300 Cloud Information Model, where we partner with companies like Amazon 779 00:51:53,300 --> 00:51:56,690 and Salesforce, as well as the open data initiative, where 780 00:51:56,690 --> 00:52:01,420 we're partnering with other companies like Adobe, SAP and Microsoft. 781 00:52:01,950 --> 00:52:06,070 To really conquer this challenge for companies like you, we're 782 00:52:06,070 --> 00:52:11,600 destroying data silos. We know isn't simple but joining forces 783 00:52:11,600 --> 00:52:16,640 to establish more interoperability and data exchange in a safe 784 00:52:16,640 --> 00:52:19,540 and secure way is a step in the right direction 785 00:52:19,540 --> 00:52:24,330 that we're really excited about. Yeah. So what this chart 786 00:52:24,330 --> 00:52:28,170 shows is the developments that companies would need to see 787 00:52:28,170 --> 00:52:31,470 to be even more active in the data sharing space. 788 00:52:31,620 --> 00:52:34,350 And so 64% say that they would want to see 789 00:52:34,350 --> 00:52:38,570 greater regulatory clarity, what exactly are the rules on data 790 00:52:38,570 --> 00:52:42,750 sharing and then they'd also be looking for the agreed 791 00:52:42,750 --> 00:52:48,030 industry standards on how data can be safely, ethically, legally 792 00:52:48,030 --> 00:52:54,130 shared across organizations. And also if they saw competitors initiatives 793 00:52:54,340 --> 00:52:57,820 to increase the data that they're sharing, that might be 794 00:52:57,820 --> 00:53:03,110 something that would move them into data sharing. So the next slide, 795 00:53:04,000 --> 00:53:07,580 the next question we ask them is, how willing would you 796 00:53:07,580 --> 00:53:11,610 be to share internal data? And what we saw is 797 00:53:11,610 --> 00:53:15,430 that executives in the America, so Latin America and the 798 00:53:15,430 --> 00:53:20,080 North America are the most enthusiastic globally saying they are 799 00:53:20,080 --> 00:53:25,520 either very willing or somewhat willing to share data. In 800 00:53:25,520 --> 00:53:29,610 Asia Pacific, Europe, the Middle East and Africa, perhaps a 801 00:53:29,610 --> 00:53:32,910 little bit more hesitant too, a little bit more caution 802 00:53:32,910 --> 00:53:38,690 about data sharing perhaps it's because GDPR is very, very 803 00:53:38,690 --> 00:53:43,590 strict regulations on data sharing and just culturally more conservative 804 00:53:43,590 --> 00:53:49,130 cultures around sharing information and data. So that brings us 805 00:53:49,130 --> 00:53:52,630 to the end of the content that we wanted to 806 00:53:52,630 --> 00:53:55,760 share with you today and leaves us some time for 807 00:53:55,760 --> 00:53:59,200 Q& A, just about five minutes for Q& A. After 808 00:53:59,200 --> 00:54:03,470 that, I will share some key takeaways from this presentation 809 00:54:03,670 --> 00:54:06,360 and then Josh will come back and share some more 810 00:54:06,360 --> 00:54:08,730 of the resources that are available to you after this 811 00:54:08,730 --> 00:54:12,580 webinar. So before we get going on the Q& A 812 00:54:12,800 --> 00:54:15,090 Josh, can I just bring you back in to explain 813 00:54:15,090 --> 00:54:19,410 to the audience how it would work? Yes, absolutely. So 814 00:54:19,610 --> 00:54:22,030 for everybody who's going to participate in today's Q& A, 815 00:54:22,740 --> 00:54:25,620 there's a Q& A chat window below the slide window. If 816 00:54:25,620 --> 00:54:27,820 you put your questions in there, we'll get through as 817 00:54:27,820 --> 00:54:29,530 many as we can with the short amount of time that 818 00:54:29,530 --> 00:54:32,140 we have. But we do encourage you to go ahead 819 00:54:32,140 --> 00:54:34,430 and throw those questions in there, because even if we 820 00:54:34,430 --> 00:54:36,750 don't answer them aloud, we will follow up with you 821 00:54:36,750 --> 00:54:40,760 via email within the next few business days. So with that, Claire, 822 00:54:40,760 --> 00:54:43,990 if you want to kick things off, go ahead. Okay. 823 00:54:44,330 --> 00:54:46,280 So also, if you don't have a question, but you 824 00:54:46,280 --> 00:54:48,890 wanted to make a comment or answer any of the 825 00:54:48,890 --> 00:54:51,560 questions that I've got up on the slide, how is 826 00:54:51,560 --> 00:54:54,390 AI making an impact in your business? What challenges have you 827 00:54:54,660 --> 00:54:57,720 seen? Have you seen the examples of data sharing in your 828 00:54:57,720 --> 00:55:00,520 industry? So while we wait for some questions to come 829 00:55:00,520 --> 00:55:03,130 in, if they're going to, Aarde, I'd like to ask 830 00:55:03,130 --> 00:55:06,590 you, what would you say is your greatest lesson learned 831 00:55:06,620 --> 00:55:12,690 having been on this AI journey in your business? Yeah, this is a great 832 00:55:12,690 --> 00:55:16,530 question. And the lessons learned kind of change over time 833 00:55:16,530 --> 00:55:20,500 and depending on where you are in the journey either 834 00:55:21,140 --> 00:55:23,750 just deploying your first one or about to deploy your 835 00:55:23,750 --> 00:55:29,250 first AI or bot or tool or where we're kind 836 00:55:29,250 --> 00:55:32,600 of we are now where we've had bots in place 837 00:55:32,600 --> 00:55:36,110 for more than a year, and now we're trying to optimize 838 00:55:36,110 --> 00:55:37,840 or see what the next step is. I think the 839 00:55:37,840 --> 00:55:42,360 biggest challenge is getting executive buy- in. You have to 840 00:55:42,360 --> 00:55:44,460 get buy- in at the highest level. It has to 841 00:55:44,460 --> 00:55:47,210 be a company initiative. I know it's very easy to 842 00:55:47,210 --> 00:55:50,970 start in a specific silo like customer service or sales 843 00:55:51,960 --> 00:55:56,370 and you can see some traumatic results, but it took 844 00:55:56,370 --> 00:55:59,290 for it to get the highest impact, it's really important 845 00:55:59,290 --> 00:56:01,020 to get it all the way to your C- suite, 846 00:56:01,020 --> 00:56:07,990 your COO, your CEO or even the director of IT 847 00:56:08,330 --> 00:56:12,470 or CIO. I think that's the biggest challenge, and it's 848 00:56:12,470 --> 00:56:15,910 not necessarily a challenge because they're not interested in investing 849 00:56:15,910 --> 00:56:18,380 in it, it's a challenge in articulating how it could 850 00:56:18,380 --> 00:56:22,990 probably support some sort of business obstacle that they have 851 00:56:23,710 --> 00:56:25,830 that's in front of. I would say that's our biggest 852 00:56:26,190 --> 00:56:30,960 challenge. Yeah. Okay. So we have a very interesting question that's come 853 00:56:30,960 --> 00:56:35,670 in and Janelle, I think it's one that we can 854 00:56:35,670 --> 00:56:38,630 put to you a question from a gentleman called Ignacio. 855 00:56:38,960 --> 00:56:41,890 So in a few words, what is the company missing if 856 00:56:41,890 --> 00:56:45,200 they are not using AI on their customer service model? 857 00:56:47,730 --> 00:56:49,800 Well, if I could say two words, I would say 858 00:56:49,800 --> 00:56:54,350 business benefits. So hopefully of what you've seen from the 859 00:56:54,350 --> 00:56:57,960 examples that we've shown and what Aarde described as well 860 00:56:57,960 --> 00:57:03,240 as is that, in order to achieve efficiencies at scale, 861 00:57:03,360 --> 00:57:07,940 to achieve improved customer experience at scale to increase revenue, 862 00:57:08,560 --> 00:57:12,410 there's real power with the use of artificial intelligence to 863 00:57:12,760 --> 00:57:16,460 be able to real time provide insights and actions that 864 00:57:16,460 --> 00:57:20,510 drive business results and business outcomes. So that I would say 865 00:57:20,510 --> 00:57:23,750 you might have great customer experience already, you might be 866 00:57:23,750 --> 00:57:26,780 missing an opportunity to take that to the next level 867 00:57:26,780 --> 00:57:35,020 if you don't incorporate AI. Okay. So a comment from 868 00:57:35,020 --> 00:57:38,570 a lady called Carra, so we use Chatbots in place and 869 00:57:38,570 --> 00:57:41,600 have seen some positive results and are looking to take 870 00:57:41,600 --> 00:57:44,280 it to the level of full integration with our live 871 00:57:44,280 --> 00:57:48,320 chat. So Janelle, what would you think that their business 872 00:57:48,320 --> 00:57:53,570 needs to consider as they're making that next step? Well, 873 00:57:53,570 --> 00:57:56,840 it's hard to say not knowing how they're using Chatbots 874 00:57:56,840 --> 00:57:59,910 today honestly but maybe Aarde I could ask for your 875 00:57:59,910 --> 00:58:03,800 opinion on this one having really been very close to 876 00:58:03,800 --> 00:58:10,290 the implementation at Textile. Yeah. So I would say if 877 00:58:10,290 --> 00:58:12,700 you're just starting out with Chatbots, you're probably doing an 878 00:58:12,700 --> 00:58:17,640 FAQ bot that's learning the intent and then reporting back some 879 00:58:17,640 --> 00:58:21,510 sort of basic information from an FAQ guide. I would 880 00:58:21,510 --> 00:58:25,030 say the next level to that is integrating denigrations into 881 00:58:25,030 --> 00:58:28,980 your CRM or whatever tool sets that you have so 882 00:58:28,980 --> 00:58:32,330 that instead of just reading back some content, you could 883 00:58:32,330 --> 00:58:35,710 actually perform actions for your customers and truly give them 884 00:58:35,710 --> 00:58:39,870 self service. Think of it as like, " Can you reset 885 00:58:39,870 --> 00:58:42,960 my password?" And instead of it saying, " You could reset 886 00:58:42,960 --> 00:58:45,900 your password by logging in and clicking the reset password 887 00:58:45,900 --> 00:58:48,710 button." Instead, it would say, " Sure. I could reset your 888 00:58:48,710 --> 00:58:52,180 password. Let me go ahead and send you an SMS 889 00:58:52,180 --> 00:58:55,660 text message, click that link." And it'll reset it. It'll 890 00:58:55,660 --> 00:59:01,100 expire in 10 minutes, something like that. So actionable, we 891 00:59:01,100 --> 00:59:04,940 call this virtual assistants versus just a Chatbot, that would be 892 00:59:05,000 --> 00:59:08,470 the next level. And then I guess kind of piggybacking 893 00:59:08,470 --> 00:59:12,080 off the first QA question, what you would miss by 894 00:59:12,080 --> 00:59:16,660 not implementing AI. And I think Janelle hit this on 895 00:59:16,660 --> 00:59:21,160 the head, it's business insights, it's KPIs and metrics that 896 00:59:21,160 --> 00:59:22,880 you can now measure. It's going to open up a 897 00:59:22,880 --> 00:59:26,400 whole new area for you to have insights into and 898 00:59:26,400 --> 00:59:29,700 then that could help you create your customer experience and 899 00:59:29,700 --> 00:59:34,420 customer journey. I think we're at time now. So I 900 00:59:34,420 --> 00:59:37,710 better hand it to Josh who will wrap the call 901 00:59:37,710 --> 00:59:40,700 and give us some resources that build on these topics. 902 00:59:42,720 --> 00:59:46,320 Sounds good to me. So just as next steps for 903 00:59:46,320 --> 00:59:50,210 everybody, you should see the resource list just next to 904 00:59:50,210 --> 00:59:52,770 the Q& A window. Make sure you click on these 905 00:59:52,770 --> 00:59:55,330 before we end today's webcast. You can get the full 906 00:59:55,330 --> 00:59:58,680 MIT global AI agenda report. You can learn more about 907 00:59:58,680 --> 01:00:01,330 the AI power context center, and you can even get 908 01:00:01,330 --> 01:00:04,670 started today by building AI capabilities into your call center. 909 01:00:05,470 --> 01:00:07,520 So again, make sure that you click on that before we 910 01:00:07,520 --> 01:00:12,050 close out today. Also to wrap up, make sure you 911 01:00:12,050 --> 01:00:14,070 continue to throw questions that you still have, even though 912 01:00:14,070 --> 01:00:15,510 we ran out of time, we do want to make 913 01:00:15,510 --> 01:00:17,690 sure that we answer any questions. So throw those into 914 01:00:17,690 --> 01:00:20,320 the Q& A window before we end today. And I'll be 915 01:00:20,320 --> 01:00:23,740 sure to answer as many as we can via email 916 01:00:23,740 --> 01:00:27,470 within the next few business days. Also after today's webinar, 917 01:00:27,470 --> 01:00:30,760 you're going to see a short survey pop up. We 918 01:00:30,760 --> 01:00:33,420 make sure that we tailor webinars towards what you want 919 01:00:33,420 --> 01:00:38,210 to learn more about. So be sure to throw your 920 01:00:38,210 --> 01:00:41,510 responses into the survey and click submit before today's session 921 01:00:41,510 --> 01:00:43,860 ends and we'll be sure to incorporate that feedback in 922 01:00:43,860 --> 01:00:47,650 the future. And also be sure to take a look 923 01:00:47,650 --> 01:00:50,840 at our podcast below. We have a new podcast called 924 01:00:50,840 --> 01:00:54,590 Tech Talks in Twenty where we discuss topics that you 925 01:00:54,590 --> 01:00:57,810 want to hear in just about 20 minutes. So you 926 01:00:57,810 --> 01:01:01,550 are welcome to listen today. So with all that being 927 01:01:01,550 --> 01:01:04,450 said on behalf of Janelle, Claire and Aarde and the 928 01:01:04,450 --> 01:01:07,160 entire Genesys team, we thank you again for joining today's 929 01:01:07,160 --> 01:01:11,750 webcast AI in the Contact Center: The Promise, Reality and Future. 930 01:01:12,030 --> 01:01:17,540 Until next time, have a good one everyone. Bye. Thank 931 01:01:17,870 --> 01:01:18,020 you.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t894QAA"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Regardless of the channel, citizens are demanding better customer experiences from the government. However, without proper solutions, fulfilling that customer experience request is not easy. View this OnDemand fireside chat to hear government and industry experts discuss how agencies are able to enhance customer experience using secure cloud solutions. Specifically, you’ll explore: Why achieving a better customer experience is critical for government at all levels How agencies transform their customer experience approach with the cloud Actionable steps to overcome customer experience obstacles [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z4QAA" ar_url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you" url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Anne Petersen Director of Experience Design, 18F [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Citizens want to quickly access and trust the information they receive from government agencies, in both times of emergency and tranquility. The Cloud gives agencies the technology tools they need to consistently deliver the right message, to the right person, at the right time, and that successful, secure delivery goes a long way to improving citizen trust. During this OnDemand fireside chat, government and industry experts share how to enhance communication and improve citizen trust. Specifically, you’ll explore: How a secure cloud solution can make a positive impact on citizen trust in government. The biggest barriers facing agencies looking to deliver accurate and timely information to citizens. How successful agencies have implemented reliable cloud solutions for their citizen services. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7yzQAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Barbara Morton Deputy Chief, Veteran’s Experience Office Veterans Affairs Department Webinar Bytes [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. In these webinar bytes, learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers David Totten CTO, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,060 Genesys and Microsoft have brought 2 00:00:02,060 --> 00:00:03,590 all this technology together to 3 00:00:03,590 --> 00:00:05,030 be able to allow and 4 00:00:05,030 --> 00:00:06,800 create what we believe are 5 00:00:06,800 --> 00:00:10,000 these important, empathetic moments, and 6 00:00:10,000 --> 00:00:11,630 that, when you have empathy, 7 00:00:12,050 --> 00:00:13,880 it leads to trust and 8 00:00:13,880 --> 00:00:16,040 it leads to loyalty. Because 9 00:00:16,040 --> 00:00:17,360 we all know, when you 10 00:00:17,360 --> 00:00:18,520 create a one- on- one 11 00:00:18,530 --> 00:00:20,140 relationship, and we all know 12 00:00:20,140 --> 00:00:21,150 this in our own daily 13 00:00:21,150 --> 00:00:24,540 lives. The more I know 14 00:00:24,540 --> 00:00:26,620 about you and the more I 15 00:00:26,620 --> 00:00:29,590 understand about your situation, and 16 00:00:29,990 --> 00:00:30,740 when I can have that 17 00:00:30,740 --> 00:00:33,650 empathetic connection, it really just 18 00:00:33,650 --> 00:00:35,070 leads to a better outcome. 19 00:00:36,120 --> 00:00:37,450 That's what we call experiences as 20 00:00:37,450 --> 00:00:41,770 a service. That's how personalization 21 00:00:42,620 --> 00:00:44,970 empathy, really driving that connection, 22 00:00:45,720 --> 00:00:48,000 creating that trust, creating loyalty 23 00:00:48,240 --> 00:00:50,220 will then ensure that that 24 00:00:50,220 --> 00:00:52,620 switching costs doesn't become an 25 00:00:52,620 --> 00:00:56,170 issue because that personalized experience 26 00:00:56,470 --> 00:01:00,010 is ensuring that loyalty. Yeah. 27 00:01:00,470 --> 00:01:02,190 Let me add to that quickly, Jeff. 28 00:01:02,690 --> 00:01:03,990 It's interesting because now, it 29 00:01:04,200 --> 00:01:05,790 used to be, if a 30 00:01:05,790 --> 00:01:08,010 customer felt like the company 31 00:01:08,010 --> 00:01:10,380 knew them, or remembered their 32 00:01:10,380 --> 00:01:12,150 information, or had their details, 33 00:01:12,150 --> 00:01:13,650 or had their preferences while 34 00:01:13,650 --> 00:01:15,030 coming in the door, that 35 00:01:15,030 --> 00:01:15,920 used to be almost a 36 00:01:15,920 --> 00:01:16,730 nice to have, or a 37 00:01:16,730 --> 00:01:18,110 great tab. That's a great 38 00:01:18,680 --> 00:01:19,780 experience to have. Now it's 39 00:01:19,780 --> 00:01:20,670 becoming a little bit more 40 00:01:20,670 --> 00:01:24,180 of an expectation. The power 41 00:01:24,180 --> 00:01:25,340 of the internet and how 42 00:01:25,340 --> 00:01:27,000 we engage with different services 43 00:01:27,000 --> 00:01:29,360 across the internet and mobile 44 00:01:29,560 --> 00:01:31,760 technologies now has created this 45 00:01:31,760 --> 00:01:34,680 expectation that companies we interact 46 00:01:34,680 --> 00:01:35,640 with, who we share data 47 00:01:35,640 --> 00:01:37,000 with, who we transact with, 48 00:01:37,310 --> 00:01:38,740 know who I am, what 49 00:01:38,740 --> 00:01:39,930 my preferences are and what 50 00:01:39,930 --> 00:01:40,680 I want to do when 51 00:01:40,680 --> 00:01:41,940 I come into their platform. 52 00:01:42,630 --> 00:01:45,180 It's not just necessarily experiences as 53 00:01:45,180 --> 00:01:46,280 a service. I always call 54 00:01:46,280 --> 00:01:48,150 it experience as an expectation 55 00:01:49,330 --> 00:01:52,170 that we want that personalized 56 00:01:52,170 --> 00:01:53,940 approach that anybody that we 57 00:01:53,940 --> 00:01:54,850 interact with, or that we 58 00:01:54,850 --> 00:01:56,610 have commerce with, really knows 59 00:01:56,610 --> 00:01:57,840 who we are, why I'm 60 00:01:57,840 --> 00:01:58,890 at their platform and what 61 00:01:58,890 --> 00:01:59,870 I want to do with 62 00:01:59,870 --> 00:02:05,370 them. Oh, 100% David. The 63 00:02:05,770 --> 00:02:10,510 research confirms this, that organizations 64 00:02:10,570 --> 00:02:14,370 that grow the personalization and 65 00:02:14,370 --> 00:02:16,650 establish loyalty is good for 66 00:02:16,650 --> 00:02:19,640 business. The Harvard business review 67 00:02:19,640 --> 00:02:21,870 here has confirmed that. There's 68 00:02:21,870 --> 00:02:24,310 lots of other strong research 69 00:02:24,370 --> 00:02:26,170 that just shows, when you 70 00:02:26,170 --> 00:02:27,790 start with the customer experience 71 00:02:29,020 --> 00:02:31,410 and create loyalty, it's not 72 00:02:31,410 --> 00:02:32,970 just good for the customer, 73 00:02:33,090 --> 00:02:33,790 but it's great for the 74 00:02:33,790 --> 00:02:34,320 business. AppFoundry Webinar How to launch self-service knowledge fast [cutoff co_thick="2px"]Wednesday, July 8, 2020 at 8AM PST This webinar will show how to roll out 24/7 customer self-service and immediately relieve your contact center. The deployment is much faster than you might think—but only if done in the right way. Done correctly, this rollout will facilitate self-service interactions within the first three-to-ten days of deployment. Within weeks, you can expect self-service interactions to outstrip assisted interactions. This is good news for customer experience, contact center efficiency and for your company. You'll learn: The core pieces every company needs to quickly and successfully roll out self-service Expected timeline and outcomes for rapid-launch self-service deployments Use cases from MindTouch customers that have successfully launched self-service on compressed timelines Sign up for this webinar today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t7zTQAQ"] Meet the Speaker Aaron Rice CEO MindTouch CX Heroes Webinar Series Five successful habits of a CX Hero [cutoff co_thick="2px"][webinarschedulesingle]Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. In this CX Heroes webinar, you will learn how AB Sappa: Establishes skills that every agent should have Handles difficult customers with finesse Recognizes and rewards agents Turns customers into brand advocates Get personalization right for their customers Celebrate the people who drive excellent customer service— and the technology that empowers them. The CX Heroes program acknowledges the select few who have applied their skills, talents and empathy to make a real difference in people’s lives.​ The result? Truly authentic, personal, meaningful experiences that customers recognize as special.[cutoff co_thick="2px"]1 00:00:11,460 --> 00:00:16,000 Hello everyone. And welcome to our CX heroes webinar on 2 00:00:16,000 --> 00:00:20,890 five successful habits of a CX hero. We're really excited 3 00:00:20,890 --> 00:00:25,060 today, all the way from Sweden to have Katarina Cervell 4 00:00:25,160 --> 00:00:30,480 and Jacob Dalnäs from Sappa. So, welcome to you both. 5 00:00:30,810 --> 00:00:35,820 Jacob is CX hero. So, congratulations Jacob for being named 6 00:00:35,820 --> 00:00:38,830 CX hero. We're really excited to have you here, and 7 00:00:38,830 --> 00:00:40,650 later on, in the webinar, we're going to have you 8 00:00:40,650 --> 00:00:46,710 tell your story of what earned you this distinction. But 9 00:00:46,710 --> 00:00:49,729 before we start off, Katarina, I'd love to have you 10 00:00:49,729 --> 00:00:54,650 tell us a little bit about Sappa. Absolutely. I'll do 11 00:00:54,650 --> 00:00:59,460 that. Sappa is the fourth largest telecom company in Sweden, 12 00:00:59,510 --> 00:01:04,580 and we deliver TV, broadband to our customer throughout Sweden. 13 00:01:05,430 --> 00:01:10,950 And we also deliver digital care services for elderly people. 14 00:01:10,950 --> 00:01:14,160 So, they can stay at home longer and feel safe, 15 00:01:14,160 --> 00:01:19,030 and their relatives can feel safe. And our mission is 16 00:01:19,030 --> 00:01:23,230 to be the most customer- friendly company in Sweden.[crosstalk 00:01: 17 00:01:23,230 --> 00:01:30,360 25]- That sounds great. Yeah. That sounds great. Well, we're 18 00:01:30,360 --> 00:01:33,130 really excited to have you here and excited to dive 19 00:01:33,130 --> 00:01:38,550 into what makes an effective CX hero. So, as we 20 00:01:38,550 --> 00:01:41,020 get a little deeper into the webinar here, you're going 21 00:01:41,020 --> 00:01:44,260 to learn five ways to improve customer service and establish 22 00:01:44,260 --> 00:01:48,060 successful habits that you can use every day. You'll be 23 00:01:48,060 --> 00:01:52,130 able to" Establish skills that every agent should have." We'll 24 00:01:52,130 --> 00:01:56,120 show you how to" Handle difficult customers with finesse," how- 25 00:01:56,120 --> 00:02:00,030 to" Recognize and reward your agents," how- to" Turn customers 26 00:02:00,030 --> 00:02:03,630 into brand advocates," and how- to" get personalization right for 27 00:02:03,630 --> 00:02:08,050 your customers." So, without further ado, let's jump right into 28 00:02:08,050 --> 00:02:12,510 it. The first habit is establishing a set of skills 29 00:02:12,510 --> 00:02:14,770 that every agent should have. And as you see on this 30 00:02:14,770 --> 00:02:17,840 slide here, we have listed 10 skills that we at 31 00:02:17,840 --> 00:02:21,110 Genesys feel are really important skills. These are certainly not 32 00:02:21,110 --> 00:02:26,120 every skill, but this is a really good, basic set 33 00:02:26,120 --> 00:02:28,919 of skills that we think are important. So, as you 34 00:02:28,919 --> 00:02:33,419 have a chance to look at this Katarina from your point 35 00:02:33,419 --> 00:02:36,590 of view, which two of these skills do you think 36 00:02:36,590 --> 00:02:40,700 are the most important to providing good customer service? Or 37 00:02:40,700 --> 00:02:42,320 if you see a skill that's not on here, is 38 00:02:42,320 --> 00:02:45,460 there something that's missing here that you think is an important skill? 39 00:02:46,700 --> 00:02:49,440 Yeah, I would like to choose all of them, but 40 00:02:51,360 --> 00:02:55,030 I would like to keep it to a smaller[ inaudible 41 00:02:55,450 --> 00:02:58,900 00: 02: 55]. In order to reach our vision, that 42 00:02:58,900 --> 00:03:02,470 is to be the most customer- friendly company, I think 43 00:03:02,470 --> 00:03:06,880 that it's very important that advisors like Jacob is a 44 00:03:06,880 --> 00:03:12,930 good listener to the customer and also to be assertiveness 45 00:03:13,100 --> 00:03:18,590 to the customer's needs and also get on the same 46 00:03:18,590 --> 00:03:22,419 level as the customer. So, that's very important, but I 47 00:03:22,419 --> 00:03:25,610 think the most important thing for us is that our 48 00:03:25,610 --> 00:03:31,770 advisors are genuine and themselves because that's creates a relation 49 00:03:31,930 --> 00:03:34,650 with the customer and that's very, very important for us. 50 00:03:36,950 --> 00:03:39,610 Yeah. That makes a lot of sense. That authentic bond 51 00:03:39,610 --> 00:03:42,030 with a customer that lets them know that you're truly 52 00:03:42,030 --> 00:03:44,610 listening to them and you truly understand where they're coming 53 00:03:44,610 --> 00:03:50,040 from. Yeah. Yeah. Jacob, what about you? You are talking 54 00:03:50,260 --> 00:03:54,080 to customers all the time. Looking at this list here, 55 00:03:54,080 --> 00:03:59,870 which two skills are most important? I think I put 56 00:03:59,870 --> 00:04:02,610 the two of them together as one actually, and it's 57 00:04:02,860 --> 00:04:06,960 listening and attentiveness. I put this one because I think 58 00:04:06,960 --> 00:04:10,620 they go kind of hand in hand. I think it's 59 00:04:10,660 --> 00:04:15,270 very important to listen and to also pay attention because 60 00:04:15,370 --> 00:04:18,339 then you can pick up the things that the customer 61 00:04:18,400 --> 00:04:23,680 is maybe not telling you because, in my experience, they 62 00:04:23,680 --> 00:04:28,210 don't give their every need at once when they call 63 00:04:28,210 --> 00:04:30,910 you because they might be nervous or they have waited 64 00:04:30,910 --> 00:04:34,940 for a long time. So, it's about reading the signals 65 00:04:35,560 --> 00:04:38,620 and just listening and paying attention to what they say. 66 00:04:39,350 --> 00:04:42,130 And then you can find many more needs than the 67 00:04:43,100 --> 00:04:46,700 one recent, that they are calling you. And after that, 68 00:04:47,529 --> 00:04:53,400 it's resourcefulness that I took because when you listen and 69 00:04:53,400 --> 00:04:57,400 you find all the things that the customer needs, then 70 00:04:57,400 --> 00:05:00,900 you also need to be creative to solve the issue. 71 00:05:00,960 --> 00:05:05,060 Because many times it's might not be our services that 72 00:05:05,060 --> 00:05:09,089 is the best solution for the customer. It might be 73 00:05:09,089 --> 00:05:11,880 something else. So, you will have to be creative and 74 00:05:11,880 --> 00:05:16,270 see in what way you can help the customer. And 75 00:05:17,880 --> 00:05:22,450 I also want to agree with Katarina on being on 76 00:05:22,450 --> 00:05:25,810 the same level as the customer is important like you 77 00:05:25,810 --> 00:05:29,700 speak the same language. And so you kind of have 78 00:05:29,700 --> 00:05:35,670 to be like a chameleon. You have to adapt to 79 00:05:35,670 --> 00:05:39,089 who you talk to and speak their language. So they understand 80 00:05:39,089 --> 00:05:41,390 you and that you feel a special connection with them. 81 00:05:42,010 --> 00:05:44,980 And of course, it has to be genuine also. I 82 00:05:44,980 --> 00:05:48,200 think you can tell very clearly when someone is reading 83 00:05:48,200 --> 00:05:51,140 from a script or they have been trained to say 84 00:05:51,140 --> 00:05:54,980 certain things. So, it needs to come from the heart too. 85 00:05:56,610 --> 00:05:59,140 That makes lot of sense. It sounds from hearing you 86 00:05:59,140 --> 00:06:03,450 talk, an important part of it is not only listening 87 00:06:03,450 --> 00:06:07,930 to what they say but picking up cues on understanding 88 00:06:07,930 --> 00:06:10,770 what they're not saying and trying to fill in the 89 00:06:10,770 --> 00:06:13,540 blanks for other things that they might need to. Is 90 00:06:13,540 --> 00:06:19,760 that right? Yeah, absolutely. And we hire personalities like Jacob 91 00:06:20,070 --> 00:06:27,160 here, so... That's great. Well, I think that's really good 92 00:06:27,160 --> 00:06:31,980 advice here. So moving on to habit number two. One 93 00:06:31,980 --> 00:06:35,650 thing that I think anyone who works in customer service 94 00:06:36,770 --> 00:06:41,040 has dealt with is handling difficult customers. And handling difficult 95 00:06:41,040 --> 00:06:45,650 customers with finesse and treating them well is a real 96 00:06:45,650 --> 00:06:49,380 skill in and of itself. 95% of customers tell others 97 00:06:49,380 --> 00:06:52,420 about a bad experience. So, a customer that has a 98 00:06:52,420 --> 00:06:55,640 bad experiences is likely to complain about it. So, it 99 00:06:55,640 --> 00:06:58,560 makes it all the more important to be able to 100 00:07:01,110 --> 00:07:02,730 deal with the customer who might not be in the 101 00:07:02,730 --> 00:07:05,120 greatest mood or might not be in the greatest situation 102 00:07:05,120 --> 00:07:08,240 and try to get them to a good spot. So, 103 00:07:09,720 --> 00:07:15,760 Katarina, how does Sappa, as an organization, how do you 104 00:07:15,930 --> 00:07:19,990 train advisers to deal with frustrated customers, and what's your 105 00:07:19,990 --> 00:07:23,800 overall philosophy on helping customers who might be frustrated or 106 00:07:23,800 --> 00:07:28,180 in a bad place? First of all, we work with 107 00:07:28,180 --> 00:07:33,530 a professional coach. We worked with Jessica for several years. And 108 00:07:33,530 --> 00:07:36,390 she comes to our office every third week, not now, 109 00:07:36,440 --> 00:07:39,800 but now we do these digital, but she comes to 110 00:07:39,800 --> 00:07:43,470 the office every third week, and she trains and develops 111 00:07:43,470 --> 00:07:48,510 our advisors. And there's a really good relationship between this 112 00:07:48,510 --> 00:07:52,870 coach and our advisors. And it's a lot about listening 113 00:07:52,870 --> 00:07:57,140 to the customer and getting the customer to understand that 114 00:07:57,140 --> 00:08:01,310 we have a common goal with this conversation we're going 115 00:08:01,310 --> 00:08:04,370 in the same direction. So, we need to be on 116 00:08:04,370 --> 00:08:08,120 the same side. So, we work a lot with that. 117 00:08:08,440 --> 00:08:11,760 And then it's very interesting because there is a customer 118 00:08:11,760 --> 00:08:19,780 survey in Sweden, that's called Swedish... Quality Index. Yeah. Quality Index. Thank 119 00:08:19,780 --> 00:08:24,750 you. And we are the only company in telecom business 120 00:08:24,750 --> 00:08:29,850 that has a positive effect on with contact with the 121 00:08:29,850 --> 00:08:33,530 customers. So, for often when they call us, they could 122 00:08:33,530 --> 00:08:36,270 have a problem, or they can ask question, but although 123 00:08:36,540 --> 00:08:40,320 frustrated, they are very happy after they've been talking to 124 00:08:40,320 --> 00:08:43,559 us. And we are the only companies that has that. So, 125 00:08:44,420 --> 00:08:48,670 our advisors are very good at talking and listening and 126 00:08:48,670 --> 00:08:51,960 understanding and get on the same level, the same page 127 00:08:51,960 --> 00:08:55,950 as the customer. So, we train a lot, and they 128 00:08:55,950 --> 00:09:01,610 are helping each other also. Yep, that's great. And Jacob, how 129 00:09:01,610 --> 00:09:04,130 about you? You are on the front lines everyday dealing 130 00:09:04,130 --> 00:09:06,580 with customers. I'm sure you've had your fair share of 131 00:09:07,429 --> 00:09:13,910 experiences with customers that are not the happiest. Absolutely. What 132 00:09:13,910 --> 00:09:19,630 do you find that works best? I think mostly you 133 00:09:21,030 --> 00:09:24,050 have to make the customer just understand that you are 134 00:09:24,050 --> 00:09:30,270 on the same side. And here in this situation is 135 00:09:30,270 --> 00:09:35,190 probably the most important out of any situation to speak 136 00:09:35,190 --> 00:09:39,070 the same language as the customer. If he calls in 137 00:09:39,130 --> 00:09:42,809 and he's pissed off at Sappa, then I will be 138 00:09:42,880 --> 00:09:47,300 pissed off at Sappa too. And if he's pissed off 139 00:09:47,300 --> 00:09:49,300 with my colleague, I will also be pissed off with 140 00:09:49,300 --> 00:09:54,880 my colleague. And I will agree with him, and we 141 00:09:54,880 --> 00:09:58,830 will speak the same language. Of course, I won't throw 142 00:09:58,830 --> 00:10:02,570 anyone under the bus, not the company or my colleagues, 143 00:10:02,570 --> 00:10:07,380 but I think it's important to show the customers that 144 00:10:07,380 --> 00:10:10,630 we are not getting defensive when things are going wrong. 145 00:10:11,559 --> 00:10:15,590 We accept that things can go wrong, and we take 146 00:10:15,590 --> 00:10:20,540 responsibility in those situations. So, usually an angry customer, I 147 00:10:20,540 --> 00:10:24,760 usually try to take as a challenge. And the challenge 148 00:10:24,780 --> 00:10:28,890 is that before the customer hangs up, we are going 149 00:10:28,890 --> 00:10:31,570 to be on the same page, even if he didn't 150 00:10:31,570 --> 00:10:33,780 get as he wanted or I didn't get as I 151 00:10:33,780 --> 00:10:36,080 wanted, then we can still be on the same page 152 00:10:36,480 --> 00:10:40,150 and understand each other. And as soon as they start 153 00:10:40,150 --> 00:10:44,929 to realize that I am the solution to their problem, they 154 00:10:44,929 --> 00:10:48,070 usually start to bring their guard down, and they have 155 00:10:48,070 --> 00:10:52,280 a different attitude. So, it's just a matter of bringing 156 00:10:52,280 --> 00:10:58,540 their guard down and being on their side. So you really need 157 00:10:58,730 --> 00:11:02,179 to be able to demonstrate some empathy and show them 158 00:11:02,179 --> 00:11:08,170 that you not only understand logically what their problem is 159 00:11:08,429 --> 00:11:13,190 but that you feel for them. Right. Yeah. You are understanding 160 00:11:13,190 --> 00:11:19,520 where they're coming from emotionally. Yep. Yeah. That's great. Well, 161 00:11:19,520 --> 00:11:24,090 that's[crosstalk certainly[crosstalk 00:11: 20]... That was something that our customer was 162 00:11:24,280 --> 00:11:27,320 asking for. When Sappa was started, I wanted a warm and 163 00:11:27,320 --> 00:11:32,550 friendly supplier, and that's really what this guy started giving our customers. 164 00:11:34,650 --> 00:11:36,870 And you, Katarina. I'd love to hear you talk about that 165 00:11:37,150 --> 00:11:40,720 just a little bit more. Sappa has a really great reputation for being 166 00:11:40,720 --> 00:11:45,380 able to deliver customer service. Isn't that right? Yeah, that's 167 00:11:45,380 --> 00:11:50,179 right. We have been two years in a row, we 168 00:11:50,179 --> 00:11:57,690 have had the first place in the survey, like I 169 00:11:57,690 --> 00:12:01,440 told you before. And the customer thinks that we are 170 00:12:01,440 --> 00:12:05,700 really doing what we are saying in our corporate values. 171 00:12:05,960 --> 00:12:10,330 We are being friendly to the customers. We are listening. 172 00:12:10,330 --> 00:12:16,630 We are being the worker. We go the extra mile 173 00:12:16,679 --> 00:12:20,470 for the customers. So, we're really doing what we are 174 00:12:20,470 --> 00:12:25,020 saying in our values and our culture. We're really living 175 00:12:25,020 --> 00:12:28,950 the culture internally, and the customer can feel it all 176 00:12:28,950 --> 00:12:32,050 the way. So, that's nice. We actually have a good 177 00:12:34,130 --> 00:12:37,809 quotation from our CEO because he tells us on a 178 00:12:37,809 --> 00:12:43,390 regular basis to always think no corporate bullshit. And it's 179 00:12:43,390 --> 00:12:46,530 just funny to hear something like that from your CEO. 180 00:12:47,280 --> 00:12:53,710 It shows the difference in the values. Yeah. And I think customers 181 00:12:53,710 --> 00:12:58,920 can tell that difference too. And your reputation, I think, 182 00:12:58,920 --> 00:13:03,429 is known in Sweden as an organization that cares about 183 00:13:03,530 --> 00:13:06,059 customer service. And this leads us... I think it's a 184 00:13:06,059 --> 00:13:09,890 really great segue into the third habit, which is making 185 00:13:09,890 --> 00:13:12,429 sure that you recognize and reward agents for doing a 186 00:13:12,450 --> 00:13:17,610 good job. The CX heroes program is all about recognizing 187 00:13:17,670 --> 00:13:20,520 advisors and agents who go above and beyond to provide 188 00:13:20,520 --> 00:13:26,390 great service. And Jacob... Jacob, excuse me, congratulations on being 189 00:13:26,390 --> 00:13:30,530 named CX hero. We at Genesys are really excited to 190 00:13:30,530 --> 00:13:34,360 have you as a CX hero. And I think Sappa's 191 00:13:34,360 --> 00:13:39,070 reputation for great customer service was part of what led 192 00:13:39,070 --> 00:13:44,450 to the story that led to you becoming a CX 193 00:13:44,450 --> 00:13:47,030 hero. I would love to have you tell us your 194 00:13:47,030 --> 00:13:54,990 story that got you this honor. Yeah. Of course. We 195 00:13:54,990 --> 00:13:59,179 are always encouraged to help our customers as much as 196 00:13:59,179 --> 00:14:03,770 we can, even if they don't call and have a problem 197 00:14:03,770 --> 00:14:08,650 with our services, we always try to help them. And 198 00:14:08,870 --> 00:14:12,670 this time it was a customer that called, and I 199 00:14:12,670 --> 00:14:16,940 asked her to just normal, and he sounded a little 200 00:14:18,140 --> 00:14:20,930 shooked on the phone. And he was explaining to me 201 00:14:20,930 --> 00:14:23,560 that he was too scared to go out on his 202 00:14:23,560 --> 00:14:26,900 balcony here. He really needed help because he had find 203 00:14:26,900 --> 00:14:31,850 a wasp nest on a balcony, and he didn't want 204 00:14:31,850 --> 00:14:37,150 to go out. So, I didn't think... I thought it 205 00:14:37,150 --> 00:14:40,190 was a little bit strange that he called, but we 206 00:14:40,190 --> 00:14:44,180 are always encouraged to help them either way. And so, 207 00:14:44,180 --> 00:14:48,590 I was thinking what I would do myself in this 208 00:14:48,720 --> 00:14:54,070 situation. And I am very scared of wasps, so I 209 00:14:54,070 --> 00:15:01,680 could really feel his emotions. Sappa is not a pest 210 00:15:01,680 --> 00:15:08,600 control company at all. No, actually we're not. But he 211 00:15:08,600 --> 00:15:14,710 had found our phone number outside where he lives because 212 00:15:15,090 --> 00:15:18,130 we handled the TV. So when he found our number 213 00:15:18,130 --> 00:15:21,160 and, but he had called us before. So, the first 214 00:15:21,160 --> 00:15:25,150 thing I said to him was that" We are your 215 00:15:25,150 --> 00:15:29,540 TV supplier, just so And he said," Yeah. Yeah, I 216 00:15:29,540 --> 00:15:33,800 know. But you always answer, and I just panicked. So, 217 00:15:34,070 --> 00:15:37,750 I called you." So, then I just said," Of course, 218 00:15:37,750 --> 00:15:39,810 of course, we will help you." He counts on our 219 00:15:39,810 --> 00:15:43,260 help. We will give it to him. So, I started 220 00:15:43,260 --> 00:15:47,410 to look in on the internet for exterminator in this 221 00:15:47,410 --> 00:15:51,700 area, and I called the exterminator just to see if 222 00:15:51,700 --> 00:15:54,410 they are open and see if they could handle this 223 00:15:54,410 --> 00:15:59,250 type of business. And I called up the customer, and 224 00:15:59,250 --> 00:16:03,030 I transferred him to the exterminator so he could speak 225 00:16:03,030 --> 00:16:07,100 to them directly. And I don't know what happened after 226 00:16:07,100 --> 00:16:13,270 that, but I hope they helped him out. I love 227 00:16:13,270 --> 00:16:17,910 that story. And what a great example, Jacob, of you 228 00:16:18,480 --> 00:16:22,020 having the sense of empathy to understand and really feel 229 00:16:22,020 --> 00:16:25,010 what the customer is going through and to take action. 230 00:16:26,300 --> 00:16:31,730 So, not only that but the fact that you have 231 00:16:31,730 --> 00:16:35,570 contributed to a culture overall where Sappa has the reputation 232 00:16:35,570 --> 00:16:40,220 of that customer knew to call you because Sappa always 233 00:16:40,220 --> 00:16:43,990 answers and always helps to solve his problems, which I 234 00:16:43,990 --> 00:16:48,220 think speaks both individually to your work and also to 235 00:16:48,540 --> 00:16:51,440 the culture that Sappa has created. So, Katarina, I'd like 236 00:16:51,440 --> 00:16:55,440 to ask you what does Sappa do to create this 237 00:16:55,440 --> 00:16:59,930 culture and to help reward your advisors for delivering great 238 00:16:59,930 --> 00:17:05,660 service? Oh, we do a lot of things. As I 239 00:17:05,660 --> 00:17:11,609 told you before, we have this individual training very good for the customers, 240 00:17:11,750 --> 00:17:16,300 and also for the advisors, it's make them grow. Then 241 00:17:16,300 --> 00:17:20,840 we also encourage them to see possibilities inside the company. 242 00:17:20,840 --> 00:17:23,700 And we have a lot of advisors working in my 243 00:17:23,700 --> 00:17:29,760 IT sector or economy. So find new opportunities in the 244 00:17:29,760 --> 00:17:35,420 company. Then we also have something called Sappa awards. So, 245 00:17:35,420 --> 00:17:39,190 once a year, you have the chance to nominate your 246 00:17:39,190 --> 00:17:43,940 colleagues to Sappa awards. And there are different prices that 247 00:17:43,940 --> 00:17:48,990 you can win, like being the Sappa ambassador. Jacob is 248 00:17:49,230 --> 00:17:52,750 an example of being a Sappa ambassador you're going outside the 249 00:17:52,750 --> 00:17:57,010 box. You help someone, and you deliver every day, every 250 00:17:57,010 --> 00:17:59,940 hour when you are work. So, we have a lot 251 00:17:59,940 --> 00:18:03,500 of things that we'll do, and we even have the 252 00:18:03,500 --> 00:18:07,770 co- worker all the week and lots things that we 253 00:18:07,770 --> 00:18:13,320 do. That's great. So, Jacob, I have to ask you, 254 00:18:13,320 --> 00:18:16,330 is that the most unusual call that you've ever received 255 00:18:16,330 --> 00:18:21,250 or have you had calls that were even more unusual? 256 00:18:22,540 --> 00:18:28,270 I think probably the most in terms of what I 257 00:18:28,270 --> 00:18:32,220 needed to do in terms of helping him, it's probably 258 00:18:32,220 --> 00:18:39,540 the most outside of my comfort zone. But since we 259 00:18:39,540 --> 00:18:43,380 always encourage people to help the customer, no matter what, 260 00:18:43,570 --> 00:18:47,650 we have some of these calls pretty regularly where we 261 00:18:47,850 --> 00:18:52,330 go outside of our comfort zones to help them. We 262 00:18:52,330 --> 00:18:56,869 had even customers who calls from a rival company, they 263 00:18:56,869 --> 00:19:00,290 have a TV box from other company, and then we 264 00:19:00,290 --> 00:19:04,150 help them with their box because they could never get 265 00:19:04,150 --> 00:19:09,119 ahold of customer service. So, there's many situations like this, 266 00:19:09,119 --> 00:19:14,220 which just makes it very fun. So yeah, this was 267 00:19:14,220 --> 00:19:22,990 probably the most strange. That's a great one. We also 268 00:19:22,990 --> 00:19:28,260 have customer sending us picture on how the cable goes 269 00:19:28,260 --> 00:19:31,869 in their apartment. So, they follow the cable and send 270 00:19:31,869 --> 00:19:36,580 the picture all the way. And that's very interesting because 271 00:19:37,050 --> 00:19:41,640 a lot of pages with just photos of the cables. 272 00:19:45,270 --> 00:19:52,720 That does sound unusual. Yeah. Yeah. Well sort of following 273 00:19:52,720 --> 00:19:55,890 along the same topic here, the fourth habit is turning 274 00:19:55,890 --> 00:19:59,450 customers into brand advocates. As I think both of you 275 00:19:59,450 --> 00:20:03,910 just talked about great customer service and customer experiences create 276 00:20:05,910 --> 00:20:11,980 brand loyalty. So, what sort of strategies, Jacob, as an 277 00:20:11,980 --> 00:20:15,060 advisor dealing with customers every day, what sort of strategies 278 00:20:15,060 --> 00:20:18,380 do you use to nurture that relationship? To build those 279 00:20:18,380 --> 00:20:23,890 relationships with customers. To make them into more loyal customers 280 00:20:23,890 --> 00:20:29,760 and to deliver them the service that they need? Yeah. The 281 00:20:29,760 --> 00:20:32,900 thing is that I am in my role as a 282 00:20:32,900 --> 00:20:36,760 customer service agent, I am a hundred percent comfortable, and 283 00:20:36,760 --> 00:20:39,420 it's because I get encouraged to be genuine with the 284 00:20:39,420 --> 00:20:45,859 customers. They don't give me any scripts or anything. I 285 00:20:45,859 --> 00:20:48,690 have a free hand to talk how I want and 286 00:20:49,000 --> 00:20:52,550 to help the customer in what way I want. And 287 00:20:52,550 --> 00:20:56,400 it makes me comfortable in my role. And I think 288 00:20:56,400 --> 00:21:01,859 this is something that customers can tell and it makes 289 00:21:01,859 --> 00:21:05,060 a more comfortable situation for them too, because they feel 290 00:21:05,060 --> 00:21:09,160 like they can be equally genuine towards me. And they 291 00:21:09,160 --> 00:21:11,470 can talk to me just how they want. If they 292 00:21:11,470 --> 00:21:13,970 get angry, they can scream at me, and I will 293 00:21:13,970 --> 00:21:17,530 still treat them with respect. And even if they come 294 00:21:17,530 --> 00:21:20,030 in with a negative attitude and wants to complain, they 295 00:21:20,030 --> 00:21:24,530 still can make their voice heard. I will understand them. 296 00:21:24,530 --> 00:21:27,910 And I will say that I will send their thoughts 297 00:21:27,910 --> 00:21:31,700 to the right person and just to show them that 298 00:21:31,780 --> 00:21:35,130 no matter what, I will take their opinions serious and 299 00:21:36,420 --> 00:21:39,369 I will listen to what they have to say. And 300 00:21:39,369 --> 00:21:45,160 we also encourage our customers to speak up when they 301 00:21:45,160 --> 00:21:49,570 have opinions of us, whether if it's positive or negative 302 00:21:50,410 --> 00:21:55,950 because every month, we do a customer survey where they 303 00:21:55,950 --> 00:21:58,890 can just tell us what they think about us. And 304 00:21:58,890 --> 00:22:00,920 then we have an option where we ask them if 305 00:22:00,920 --> 00:22:04,710 it's okay that we contact them in terms of the 306 00:22:04,710 --> 00:22:09,340 survey they filled in. So, right then, we have many 307 00:22:09,340 --> 00:22:12,430 people who experienced problems, but maybe they were too scared 308 00:22:12,400 --> 00:22:15,010 to call, or they didn't have time. And they make 309 00:22:15,010 --> 00:22:18,320 their voice heard, and we make an effort to contact 310 00:22:18,320 --> 00:22:22,080 them and make our relationship better with them. And I 311 00:22:22,080 --> 00:22:26,900 think that makes them feel respected and listened to very 312 00:22:26,900 --> 00:22:33,080 much. That's great. Katarina, we'd love to hear your thoughts 313 00:22:33,080 --> 00:22:35,730 on this too because obviously Sappa has created a culture 314 00:22:35,730 --> 00:22:39,480 where nurturing customer relationships is important. What are your thoughts 315 00:22:39,480 --> 00:22:45,100 on this? As I said many times, our strategy is 316 00:22:45,100 --> 00:22:50,250 to deliver the most customer friendly services and to do 317 00:22:50,250 --> 00:22:55,840 that we take our calls in one minute and that's 318 00:22:55,840 --> 00:23:00,119 something that our customers love. And we also answer in person, so we don't have a... what do 319 00:23:03,500 --> 00:23:07,840 you call it? Button? Yeah, we don't measure how long 320 00:23:07,840 --> 00:23:16,290 we talk to the customers Yes, no,[inaudible. no[inaudible 00:23:13]. Oh yeah. Many 321 00:23:17,119 --> 00:23:20,930 customer services. When a customer calls, they have to press 322 00:23:20,930 --> 00:23:23,859 one to get to one of departments, or they have 323 00:23:23,859 --> 00:23:27,440 to press two to get to another department. We don't 324 00:23:27,440 --> 00:23:30,140 have anything like this when they call, they come directly to 325 00:23:30,140 --> 00:23:32,650 us, and can speak to us and we won't transfer 326 00:23:32,650 --> 00:23:35,940 them to some other place. We answer on every question. 327 00:23:36,730 --> 00:23:40,830 And that's very unique for a company in this business 328 00:23:41,580 --> 00:23:45,530 and then we also, like Jacob said, we don't measure 329 00:23:46,000 --> 00:23:49,310 the length of the conversation that the advisor has with 330 00:23:49,310 --> 00:23:53,580 the customer. So, it's a very good opportunity to create 331 00:23:53,700 --> 00:23:57,060 a relation with the customer. And that makes the customer 332 00:23:57,060 --> 00:24:01,210 feels unique and taken care of. And then we'll also 333 00:24:01,210 --> 00:24:06,640 do a fun thing. We write handwritten congratulations to all 334 00:24:06,640 --> 00:24:11,420 our customers that are turning 30, 40, 50 up to a 335 00:24:11,420 --> 00:24:14,550 hundred year. And when they turn 100, they get a 336 00:24:14,550 --> 00:24:19,609 special card and a little bit special treated. So, that's 337 00:24:19,930 --> 00:24:24,330 something unique that we do. But we also are very... 338 00:24:25,040 --> 00:24:29,080 it's very important to create the relation with the customer 339 00:24:29,080 --> 00:24:35,220 because that makes the customer absolutely feel unique. Absolutely. I 340 00:24:35,220 --> 00:24:39,270 love that. And I think that's a really great segue 341 00:24:39,270 --> 00:24:42,880 again, into our fifth habit, which is personalization. You talked 342 00:24:42,880 --> 00:24:46,420 about sort of recognizing birthdays for customers. So, the fifth 343 00:24:46,420 --> 00:24:50,670 habit here is getting personalization right for your customers. Just 344 00:24:50,670 --> 00:24:54,119 highlighting the statistic here." 79% of customers feel like a 345 00:24:54,119 --> 00:24:57,050 generic customer rather than a unique individual when they call 346 00:24:57,109 --> 00:25:01,119 in for customer service." I think what that shows us 347 00:25:01,119 --> 00:25:04,109 is that customers want personalization to be able to simplify 348 00:25:04,109 --> 00:25:07,670 the interactions that they have with businesses. And they're beginning 349 00:25:07,670 --> 00:25:10,540 to be introduced to new levels of personalization. So, when 350 00:25:10,540 --> 00:25:14,460 they call in or chat in or text in to 351 00:25:14,460 --> 00:25:18,680 customers, they're beginning to see ways that they can experience 352 00:25:18,680 --> 00:25:20,990 personalization and in a whole new way. And they're starting 353 00:25:21,280 --> 00:25:25,940 to expect that more and more from every organization. And 354 00:25:26,609 --> 00:25:29,490 a lot of those tools are making jobs for employees 355 00:25:29,890 --> 00:25:33,460 much better, being able to match agents and advisors to 356 00:25:33,460 --> 00:25:37,520 customers and situations that are more matched to their skills 357 00:25:37,520 --> 00:25:43,810 and availability, which allows agents and advisors to feel more 358 00:25:43,810 --> 00:25:46,980 successful. And to be able to handle situations with confidence, 359 00:25:46,980 --> 00:25:52,490 because they know they're matched with customers that they're going 360 00:25:52,490 --> 00:25:54,270 to be able to help more clearly because their skills 361 00:25:54,270 --> 00:25:55,780 are suited to it. So, I think there's a lot 362 00:25:55,780 --> 00:25:58,840 of really exciting things happening in this field. This is 363 00:25:58,840 --> 00:26:01,420 something that Genesys is really passionate about, and I know 364 00:26:01,760 --> 00:26:07,240 personalization is really important for Sappa. Jacob, talk a little 365 00:26:07,240 --> 00:26:12,020 bit about making that experience feel personal for customers and 366 00:26:12,020 --> 00:26:14,470 why it's important when you're talking with customers to make 367 00:26:14,470 --> 00:26:19,840 it feel personal for them. Yeah. I think it goes 368 00:26:19,840 --> 00:26:25,609 back to the strengths of a customer service worker that 369 00:26:25,830 --> 00:26:30,230 we talked about earlier, like being a good listener, for 370 00:26:30,230 --> 00:26:32,930 example, is something I think is very important for making 371 00:26:32,930 --> 00:26:37,280 the customer feel a unique because if you are a 372 00:26:37,280 --> 00:26:41,410 good listener and you are attentive and can pick up 373 00:26:41,760 --> 00:26:47,460 many details, then later on in the call, when you 374 00:26:47,460 --> 00:26:51,470 present your solution or the problem, you can present a 375 00:26:51,470 --> 00:26:56,240 more broad solution that fits more of the customer's needs, 376 00:26:56,740 --> 00:27:00,210 even things that maybe he or she didn't express to 377 00:27:00,210 --> 00:27:05,050 you at first. And I think that's makes them feel 378 00:27:05,410 --> 00:27:08,440 listened to it makes them feel like I'm not just 379 00:27:08,440 --> 00:27:10,730 sitting here and let them information come in here and 380 00:27:10,730 --> 00:27:13,540 out here, I take it in. I listened to it, 381 00:27:13,760 --> 00:27:18,100 and I tried to present my solution according to what 382 00:27:18,100 --> 00:27:23,340 needs she has. And also, I think it's like we 383 00:27:23,340 --> 00:27:26,869 talked about to speak the same language as the customer. 384 00:27:27,730 --> 00:27:29,560 If I'm talking to someone who is a little bit 385 00:27:29,609 --> 00:27:34,420 older, I usually speak slower and more clear so they 386 00:27:34,420 --> 00:27:37,450 can understand me. I might even use some old school 387 00:27:37,560 --> 00:27:42,210 words. If I'm talking to someone younger, I talk a 388 00:27:42,210 --> 00:27:44,890 little bit faster. Maybe use some slang words here and 389 00:27:44,890 --> 00:27:49,730 there. And then I think this makes them feel more 390 00:27:49,730 --> 00:27:56,609 comfortable and it also makes them feel respected, I think. 391 00:27:57,480 --> 00:28:01,180 That's really great advice. I think that makes a lot 392 00:28:01,180 --> 00:28:06,130 of sense and shows real connectivity. Katarina, why is it 393 00:28:06,130 --> 00:28:12,440 important for Sappa to create those personalized experiences for customers? 394 00:28:12,460 --> 00:28:15,230 You talked a little bit before about things like sending 395 00:28:15,230 --> 00:28:19,190 birthday greetings that's obviously a core part of your culture. 396 00:28:19,890 --> 00:28:26,330 Why is that something that's important? It's important to Sappa because that's the kind 397 00:28:26,560 --> 00:28:30,220 of company we would like to be when Sappa was 398 00:28:30,220 --> 00:28:34,119 started. Like, I told you, asking the customers what kind 399 00:28:34,119 --> 00:28:39,330 of supplier they wanted. And this was a place on 400 00:28:39,330 --> 00:28:42,340 the market that was free to be a warm and 401 00:28:42,340 --> 00:28:47,250 friendly company and give the best customer service. So, that's 402 00:28:47,250 --> 00:28:50,530 very important for us that the customer really feels that 403 00:28:50,530 --> 00:28:54,620 we are not just treating them like customers, but they 404 00:28:54,620 --> 00:28:58,890 are our friends and, we are interested in them when 405 00:28:58,890 --> 00:29:01,420 we talk to them, we are not just interested in 406 00:29:02,400 --> 00:29:08,940 solving the problem and the conversation. Like you heard Jacob 407 00:29:09,220 --> 00:29:13,360 asking before," What team do you cheer for?" That's something 408 00:29:13,360 --> 00:29:16,970 that I often hear when our advisors talks to the 409 00:29:16,970 --> 00:29:21,940 customer." What football team do you cheer for?" And," What 410 00:29:22,190 --> 00:29:23,930 is the name of your dog?" If you hear a 411 00:29:23,930 --> 00:29:27,760 dog barking. So, they are really interested in the company 412 00:29:27,760 --> 00:29:31,540 and that creates a good feeling for the customer. Absolutely. 413 00:29:32,260 --> 00:29:36,450 And it's also make the job much more fun, I 414 00:29:36,450 --> 00:29:39,960 think[inaudible 00:29: 36]. Yeah. Absolutely. It makes it much more 415 00:29:39,960 --> 00:29:44,750 fun than you get more and comfortable yourself. And you feel 416 00:29:44,750 --> 00:29:47,610 like you are not forced to be at work. I 417 00:29:47,610 --> 00:29:52,520 can be myself. And the biggest receipt that we get 418 00:29:53,060 --> 00:29:58,010 from our customer is because we mentioned the survey that 419 00:29:58,010 --> 00:30:01,310 we were voted the best customer service two years straight 420 00:30:02,170 --> 00:30:05,490 at the Swedish Quality Index. And this is actually the 421 00:30:05,520 --> 00:30:10,610 biggest customer service in Sweden. So, it's the customers themselves 422 00:30:10,640 --> 00:30:16,290 that give rates on everything from a service to technology, 423 00:30:16,290 --> 00:30:20,690 to how you are as a brand. They vote on 424 00:30:20,690 --> 00:30:24,290 everything. And it's a very big thing. So, it's the 425 00:30:24,290 --> 00:30:28,210 customer's own words that we are the best in customer 426 00:30:28,210 --> 00:30:32,490 service and two years straight. That's great. And boy, that's 427 00:30:32,490 --> 00:30:37,040 the best endorsement you can get. And I loved hearing 428 00:30:37,040 --> 00:30:42,770 both of you talk about, not only does this make 429 00:30:42,770 --> 00:30:46,220 the customers feel more comfortable. So not only is personalization 430 00:30:46,220 --> 00:30:49,270 important to make them feel comfortable. But Jacob, hearing you 431 00:30:49,270 --> 00:30:51,900 talk about the fact that it makes you enjoy your 432 00:30:51,960 --> 00:30:54,600 job more. Right? You feel like you are able to 433 00:30:54,600 --> 00:30:59,330 be yourself. It speaks to the strong, strong benefits of 434 00:30:59,830 --> 00:31:05,980 being able to connect with customers in that way.[crosstalk And it's really great[crosstalk 00:31: 435 00:31:05,980 --> 00:31:11,440 05]- Looking at how we working, we always make it 436 00:31:11,440 --> 00:31:15,070 like a team. It's very important to have a team 437 00:31:15,070 --> 00:31:18,840 feeling in the company. So, it's not me, myself, or 438 00:31:18,840 --> 00:31:23,440 I. It's the team that's important. And that's also a 439 00:31:23,440 --> 00:31:26,910 way to make it feel good for the customer. You 440 00:31:26,910 --> 00:31:31,540 always have someone to ask, or that could help you 441 00:31:31,540 --> 00:31:35,440 if you have a problem with the customer or the 442 00:31:35,440 --> 00:31:39,240 customer's problem, you always have someone to support you. Yeah. 443 00:31:39,240 --> 00:31:46,650 Everyone is willing to help. Yeah.[crosstalk 00:31: 43]- That's fantastic. Yeah. That's great. 444 00:31:47,360 --> 00:31:51,380 Well, it's been so great, Katarina and Jacob, getting your thoughts 445 00:31:51,380 --> 00:31:55,110 on the importance of delivering great customer service and great 446 00:31:55,110 --> 00:32:00,060 customer experience. Just going through our summary here, kind of 447 00:32:00,320 --> 00:32:03,330 the key points here, making sure you hire the right 448 00:32:03,330 --> 00:32:05,530 type of people for your business and provide them with 449 00:32:05,530 --> 00:32:10,340 the proper training. customer service can be tough, and it's 450 00:32:10,340 --> 00:32:14,540 important to reward your agents and advisors. And it's important 451 00:32:14,680 --> 00:32:17,990 that customer experience and customer service work together to create 452 00:32:17,990 --> 00:32:21,330 brand loyalty. And we just talked about the fact that 453 00:32:21,330 --> 00:32:26,700 using personalization to improve customer experiences is key. It's not 454 00:32:26,700 --> 00:32:29,650 just about delivering more ads. But it's about really connecting 455 00:32:29,650 --> 00:32:33,670 and making those customers feel comfortable and making employees feel 456 00:32:33,670 --> 00:32:37,240 more rewarded in their jobs and leading to more customer 457 00:32:37,240 --> 00:32:44,340 loyalty, which is really, really important. So, if you have 458 00:32:44,340 --> 00:32:47,590 listened to this and you're inspired as someone who is 459 00:32:47,590 --> 00:32:49,460 in customer service, and you've got a story that you 460 00:32:49,460 --> 00:32:52,510 want to share, or if you work with someone that 461 00:32:52,510 --> 00:32:56,080 you believe is worthy of being nominated as a CX hero, 462 00:32:56,080 --> 00:32:59,740 we encourage you to nominate, be part of the program, 463 00:32:59,740 --> 00:33:04,440 be recognized as CX hero just as Jacob was. So, I 464 00:33:04,440 --> 00:33:08,840 want to thank everybody for joining us. Here's our details 465 00:33:08,840 --> 00:33:11,760 right here. You can reach out via our website or 466 00:33:11,760 --> 00:33:15,510 give us a call or contact Jill. genesys. com, 467 00:33:15,510 --> 00:33:19,330 and she can get your nomination in. But Jacob and 468 00:33:19,560 --> 00:33:21,310 Katarina, I want to say thank you so much for 469 00:33:21,310 --> 00:33:24,870 joining us on this webinar. I think your thoughts were really 470 00:33:25,100 --> 00:33:28,710 great to get, and I think inspiring to me and hopefully inspiring 471 00:33:28,710 --> 00:33:30,880 to everybody that listened. So, thank you both so much 472 00:33:30,880 --> 00:33:35,400 for joining. Thank you. Thank you very much. We had a very good time. Yeah. It 473 00:33:35,400 --> 00:33:38,960 was fun. Absolutely. It was a lot of fun. Thank 474 00:33:38,960 --> 00:33:43,240 you so much and thanks everybody for listening. Thank you. Bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7axQAA"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys Genesys + Zoom Seamless cloud communications for great customer experiences [webinarschedulesingle][cutoff co_thick="2px"] Take charge of your contact center productivity In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Take charge of your contact center productivity with Genesys and Zoom integrated communications. Register now for this webinar and learn how to: Increase contact center agent productivity with integrated communications Provide a seamless, simplified and more efficient agent experience Enable employees to quickly find the right resources to address your customer’s needs Use cloud-based customer support tools for modern experiences Register now. See how integrated cloud communications can enhance agent and customer experiences.[cutoff co_thick="2px"]1 00:00:06,360 --> 00:00:09,750 All right. Good morning, evening and afternoon, everyone. My name 2 00:00:09,750 --> 00:00:11,910 is Josh Reed and I'm from the digital events team 3 00:00:11,910 --> 00:00:14,340 here at Genesys. And I'll be one of the moderators 4 00:00:14,340 --> 00:00:16,950 for today's presentation. And let me be the first to 5 00:00:16,950 --> 00:00:21,420 welcome you to today's webcast, Genesys and Zoom: Seamless Cloud 6 00:00:21,420 --> 00:00:26,230 Communications for Great Customer Experiences. To ensure that you have 7 00:00:26,230 --> 00:00:28,730 the best experience viewing today's webinar. I'm going to cover 8 00:00:28,730 --> 00:00:31,010 a few housekeeping items as I usually do, and I'll 9 00:00:31,010 --> 00:00:33,870 make this short and sweet first to ensure that you 10 00:00:33,870 --> 00:00:37,110 don't have any issues viewing or listening to today's presentation. 11 00:00:37,600 --> 00:00:39,850 Please make sure that you have a reliable internet connection 12 00:00:39,909 --> 00:00:43,760 and phone connection. If you experience any problems, viewing today's 13 00:00:43,760 --> 00:00:46,990 webcast, try leaving the Zoom webinar and logging back in 14 00:00:46,990 --> 00:00:49,940 from the link from your reminder email. And if you 15 00:00:49,940 --> 00:00:51,930 continue to have issues, why don't you throw that into 16 00:00:51,930 --> 00:00:53,540 the chat? And we'll see if we can troubleshoot for 17 00:00:53,540 --> 00:00:57,220 you. Also, this webcast is designed to be an interactive 18 00:00:57,220 --> 00:00:59,740 experience between you and our presenters today. So at any 19 00:00:59,740 --> 00:01:02,440 time during the webcast, feel free to submit those questions 20 00:01:02,440 --> 00:01:05,569 in the Q& A tab on your Zoom toolbar. Now 21 00:01:05,569 --> 00:01:07,430 I'll make sure that you throw those questions into the 22 00:01:07,430 --> 00:01:09,840 Q& A tool and not the chat so that we 23 00:01:10,160 --> 00:01:12,069 make sure that we answer your question or have a 24 00:01:12,069 --> 00:01:15,020 chance to answer your question. We don't miss it, also 25 00:01:15,020 --> 00:01:17,280 just to let if time does get away from us 26 00:01:17,280 --> 00:01:21,190 as sometimes it usually does. Don't fret. We'll follow up 27 00:01:21,190 --> 00:01:23,780 with you via email within the next few business days, 28 00:01:24,690 --> 00:01:27,340 and also know that this is being recorded and that 29 00:01:27,340 --> 00:01:29,770 you'll receive a link to the on- demand recording via 30 00:01:29,770 --> 00:01:34,220 email from Zoom within the next few business days and 31 00:01:34,220 --> 00:01:36,550 see it, like I said, short and sweet. So it's 32 00:01:36,550 --> 00:01:39,690 my pleasure to introduce you to our moderator today. Randy 33 00:01:39,690 --> 00:01:43,060 Carter, the marketing content director here at Genesys. Randy, why 34 00:01:43,060 --> 00:01:47,850 don't you take it away, buddy? Thanks Josh. So, I 35 00:01:48,610 --> 00:01:50,980 mean, the main question that we want to talk about 36 00:01:50,980 --> 00:01:54,730 today is why is it still so hard to help 37 00:01:54,830 --> 00:01:59,900 people? I mean, we've got digital transformation stuff. That's moving 38 00:01:59,900 --> 00:02:03,040 customer communications to the cloud. It's changing the way that 39 00:02:03,060 --> 00:02:07,500 we're communicating. We've got a lot of things about the 40 00:02:07,500 --> 00:02:11,300 way that we're doing customer experience and employee experiences as 41 00:02:11,300 --> 00:02:15,970 well, that are changing. And there's huge growth in automation, 42 00:02:16,270 --> 00:02:22,990 bots, and digital work, I mean, voice is still vital 43 00:02:23,160 --> 00:02:26,500 as a way to solve real problems and bring people 44 00:02:26,500 --> 00:02:31,970 together. And like everything else though voice is changing and 45 00:02:31,970 --> 00:02:36,800 it won't change back. All of this disruption has really 46 00:02:36,800 --> 00:02:40,790 brought forth all of these great cases that we knew 47 00:02:40,790 --> 00:02:45,900 were coming about working from anywhere and about elevating voice 48 00:02:46,120 --> 00:02:51,240 to video. And that's why we're here. We're here to 49 00:02:51,240 --> 00:02:55,340 give you details on a new way to provide voice 50 00:02:55,340 --> 00:03:04,669 in videos, simply flexibly globe. So today I'm here also 51 00:03:04,669 --> 00:03:10,130 have two people along with me, we got Neil Levonius, 52 00:03:10,580 --> 00:03:13,730 who is from Zoom in product marketing, and we've also 53 00:03:13,730 --> 00:03:18,630 got Jeff Wise. So I'm going to start off with 54 00:03:18,630 --> 00:03:22,389 Jeff. Jeff, could you tell us who you are and 55 00:03:22,389 --> 00:03:26,430 who Genesys is? Thanks Randy. And thanks everyone for being 56 00:03:26,430 --> 00:03:31,260 here today. Super excited to talk about our partnership and 57 00:03:31,260 --> 00:03:34,169 vision with Zoom, but I head up by our strategic 58 00:03:34,169 --> 00:03:39,080 alliances group and ecosystems, but I'm really excited about what 59 00:03:39,080 --> 00:03:42,710 we're working with our partner Zoom. Now a little bit 60 00:03:42,790 --> 00:03:46,850 about Genesys. We have been around a long time. We're really 61 00:03:46,850 --> 00:03:50,680 uniquely positioned in this industry because now, when it becomes 62 00:03:52,080 --> 00:03:55,030 uniquely valuable, is that we're really a company that believes 63 00:03:55,030 --> 00:03:58,980 in self disruption and we've led continuous change after continuous 64 00:03:58,980 --> 00:04:02,130 change. And today is actually going to be no different. 65 00:04:03,090 --> 00:04:07,550 We started before cloud even existed, but today we're a 66 00:04:07,570 --> 00:04:10,410 global cloud company and we're going to talk about what that 67 00:04:10,410 --> 00:04:15,190 means as well. We've pioneered omni- channel multi- channel customer 68 00:04:15,190 --> 00:04:19,910 engagement because customers keep changing and more importantly, they are 69 00:04:19,920 --> 00:04:23,850 changing how they want to engage. So today now we 70 00:04:23,850 --> 00:04:29,210 power our customer's experiences with AI fueled by data, across 71 00:04:29,210 --> 00:04:34,680 multiple sources, using an agile cloud culture. And Genesys is 72 00:04:34,680 --> 00:04:38,190 really creating the one of the most scalable cloud- based 73 00:04:38,190 --> 00:04:42,670 customer experience platforms in the industry. But at the end 74 00:04:42,670 --> 00:04:44,500 of the day, it's the moment of truth that really 75 00:04:44,500 --> 00:04:50,020 matters. And, it's when that customer connects and they need help 76 00:04:50,020 --> 00:04:54,350 and we help our customers with billions of different customer 77 00:04:54,350 --> 00:04:58,390 interactions every year and all about helping our customers connect 78 00:04:58,390 --> 00:05:01,510 with their customers at that moment of truth. And as 79 00:05:01,510 --> 00:05:07,110 a result of that, customers worldwide, large global brands trust 80 00:05:07,110 --> 00:05:10,640 us with helping them connect with their customers. So it's 81 00:05:10,640 --> 00:05:13,610 great to be here, Randy, thanks for the opportunity to 82 00:05:13,610 --> 00:05:18,390 talk about Genesys and what we're doing with Zoom. All right. Now we're going 83 00:05:18,390 --> 00:05:21,830 to pivot over and talk to Neil. Same question. Tell 84 00:05:21,830 --> 00:05:26,250 us about, in a bit about Zoom? Yeah. So thank 85 00:05:26,250 --> 00:05:28,900 you, Randy. It's great to be here. So my name 86 00:05:28,900 --> 00:05:31,779 is Neil Levonius and I'm a product marketing lead for 87 00:05:31,800 --> 00:05:37,550 Zoom phone, our cloud phone system. So, you probably know 88 00:05:37,550 --> 00:05:39,820 what Zoom is. I think a lot of people are 89 00:05:39,820 --> 00:05:42,760 using it now and really what our story is? What 90 00:05:42,760 --> 00:05:45,410 our vision is? Is that we are creating a platform 91 00:05:45,410 --> 00:05:49,730 that enables video communications to empower people, to accomplish anything 92 00:05:49,730 --> 00:05:54,279 they want to be and to be always connected. And 93 00:05:54,279 --> 00:05:56,750 so when you think about the way we communicate today, 94 00:05:56,779 --> 00:06:01,410 it's radically changed. We have over 300 million daily active 95 00:06:01,410 --> 00:06:06,130 meeting participants using the Zoom platform every day, and they're 96 00:06:06,130 --> 00:06:09,540 not just using it for video. We created this platform 97 00:06:09,720 --> 00:06:13,680 that does video. It does chat, it does phone calls, 98 00:06:13,880 --> 00:06:17,480 it supports conference rooms, large webinars like we're doing right 99 00:06:17,480 --> 00:06:21,029 now and all of these different things. And the reason 100 00:06:21,029 --> 00:06:25,620 why this has come about is because people need flexibility. 101 00:06:25,620 --> 00:06:28,750 They're working from everywhere. They're working on all of these 102 00:06:28,750 --> 00:06:32,550 different devices and they want a consistent user experience across 103 00:06:32,550 --> 00:06:35,270 everything. So when I think about my 14 year old 104 00:06:35,270 --> 00:06:37,470 daughter, she's going to be a sophomore in high school 105 00:06:37,470 --> 00:06:40,820 this year. And if I give her a phone call. 106 00:06:40,860 --> 00:06:43,040 If I call her on the phone like this, it 107 00:06:43,040 --> 00:06:45,029 freaks her out. She doesn't know what that is. She's 108 00:06:45,029 --> 00:06:46,339 not going to put a phone up to her ear 109 00:06:46,339 --> 00:06:49,410 because that's so strange. But if I send her a 110 00:06:49,410 --> 00:06:53,040 text message, she responds right away. Cause she's very happy 111 00:06:53,040 --> 00:06:55,270 using text. And then if she wants to get ahold 112 00:06:55,270 --> 00:06:57,060 of me in real time, what does she do? She 113 00:06:57,100 --> 00:07:01,500 FaceTimes me. She sends Zoom because people are shifting, the 114 00:07:01,500 --> 00:07:05,240 culture is shifting to being very comfortable with video. Now 115 00:07:05,240 --> 00:07:09,020 that doesn't discount any of the other modalities, then that's 116 00:07:09,020 --> 00:07:11,000 why you need a platform that can support all of 117 00:07:11,000 --> 00:07:13,470 them. Voice is still very important. It ends up being 118 00:07:13,470 --> 00:07:16,030 the lowest common denominator and how we communicate because it's 119 00:07:16,030 --> 00:07:19,220 a ubiquitous platform that can be found everywhere, but then 120 00:07:19,220 --> 00:07:22,690 people are very comfortable with chat, SMS and then video, 121 00:07:22,690 --> 00:07:25,170 when you want to have that more personal touch. So 122 00:07:25,420 --> 00:07:28,570 that's what the Zoom platform has really been designed for. 123 00:07:28,800 --> 00:07:31,610 And then partnering with companies like Genesys to bring our 124 00:07:31,610 --> 00:07:35,850 capabilities together, to provide this really best of breed solution 125 00:07:36,840 --> 00:07:45,570 is very exciting. And we believe for our customers. Randy 126 00:07:45,570 --> 00:07:53,290 you're muted. Oh, there we go. Okay. So Neil, you 127 00:07:53,290 --> 00:07:56,010 dropped that magic word vision, and that's what I want 128 00:07:56,010 --> 00:07:59,750 to talk about next, which is we've got to power 129 00:07:59,750 --> 00:08:04,140 us cloud companies here. What's the vision of this partnership? I want 130 00:08:04,390 --> 00:08:06,820 to start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And 131 00:08:07,320 --> 00:08:11,020 I think Neil said it. We're shifting to a video- 132 00:08:11,020 --> 00:08:15,100 first experience at a consumer level and a business level. 133 00:08:15,410 --> 00:08:19,810 And that video experience is a key ingredient to this 134 00:08:19,810 --> 00:08:23,540 vision because what we're really doing is we're bringing the 135 00:08:23,540 --> 00:08:27,010 best of breed companies together, Genesys being that best of 136 00:08:27,010 --> 00:08:31,990 breed customer experience, and with the best of breed video 137 00:08:31,990 --> 00:08:36,809 communication experience through Zoom. But by bringing these best of 138 00:08:36,809 --> 00:08:39,309 breed companies together, what we're doing is we're really building 139 00:08:39,309 --> 00:08:43,500 a future together. And that is to allow seamless communications 140 00:08:43,500 --> 00:08:47,080 between the front office and back office. And that's bringing 141 00:08:47,080 --> 00:08:51,730 all employees together, not just the contact center, but everyone 142 00:08:51,940 --> 00:08:56,460 to be able to communicate and collaborate effortlessly. And using 143 00:08:56,460 --> 00:09:00,150 video is key because it really elevates the conversation, it 144 00:09:00,150 --> 00:09:05,960 creates relationships, it creates that empathy as well. So video 145 00:09:05,960 --> 00:09:09,920 is a key ingredient. And Zoom with the video- first 146 00:09:10,300 --> 00:09:15,950 video communications experience is a really valuable part of this 147 00:09:15,950 --> 00:09:19,840 vision that Genesys wants to create with Zoom. So our 148 00:09:19,840 --> 00:09:22,970 vision look, it's not just about phone calls, but it's 149 00:09:22,970 --> 00:09:26,870 really about that active collaboration across that organization, and it's 150 00:09:26,870 --> 00:09:31,670 about empowering the entire organization to have the right conversation 151 00:09:31,670 --> 00:09:36,679 with their customers. It's about knowing the customer, making it 152 00:09:36,679 --> 00:09:41,740 personal and relevant, and making that connection, making that memorable 153 00:09:41,740 --> 00:09:45,630 experience. Because if you can make it memorable with the 154 00:09:45,630 --> 00:09:49,010 right context and the right relevance, and that's across the 155 00:09:49,010 --> 00:09:53,030 whole entire customer journey, then that's going to be something 156 00:09:53,030 --> 00:09:56,400 that customers will remember, but also want to come back 157 00:09:56,740 --> 00:10:02,770 and advocate for you in the daily life. So that's 158 00:10:02,770 --> 00:10:09,530 the vision. Fantastic. Okay. Neil, get to you to, you're 159 00:10:09,730 --> 00:10:14,360 still muted, to respond and talk about your side of 160 00:10:14,360 --> 00:10:18,400 the vision stuff. Yeah, so our vision of making sure 161 00:10:18,400 --> 00:10:22,520 that people are always connected. And I think what Jeff 162 00:10:22,520 --> 00:10:27,870 said is really important about the empathy. Without video, without 163 00:10:27,870 --> 00:10:32,580 chatting, without phone and being able to provide the medium 164 00:10:32,580 --> 00:10:37,280 that people want to communicate through adds friction. And when 165 00:10:37,280 --> 00:10:39,110 you have friction, then people don't want to use it 166 00:10:39,150 --> 00:10:41,380 and they don't adopt it, and then you've wasted a 167 00:10:41,380 --> 00:10:44,880 bunch of money. So what we do to make sure 168 00:10:44,880 --> 00:10:47,860 that that's not an issue is besides just implementing a 169 00:10:47,860 --> 00:10:49,920 feature to get a checkbox and say, " We have a 170 00:10:49,920 --> 00:10:55,340 feature," is that we design the platform to remove all 171 00:10:55,340 --> 00:10:57,520 friction, to make it very easy to use. So have a 172 00:10:57,520 --> 00:11:00,870 world- class user experience, because we understand, and even though 173 00:11:00,870 --> 00:11:03,080 this sounds like a cliche now probably to a lot 174 00:11:03,080 --> 00:11:06,970 of people, that this whole consumerization of IT is real. 175 00:11:07,160 --> 00:11:09,710 We communicate in our daily lives through all of our 176 00:11:09,710 --> 00:11:12,760 favorite applications, whether it's a social media app like TikTok 177 00:11:13,040 --> 00:11:18,110 or chat, I'm sorry, or Snapchat, or Facebook, or whatever 178 00:11:18,110 --> 00:11:22,610 it is, that those experiences, that user experience is now 179 00:11:22,610 --> 00:11:27,500 expected on in the business app, IT app. So that's 180 00:11:27,809 --> 00:11:30,809 the kind of the aesthetic that we take, the approach 181 00:11:30,809 --> 00:11:33,440 we take when we design our features. And what we've 182 00:11:33,440 --> 00:11:36,280 seen is when you do that, then that increases adoption, 183 00:11:36,280 --> 00:11:39,970 increases stickiness, and then it really helps you be successful. 184 00:11:39,970 --> 00:11:42,870 And when you have a product like that, the IT's 185 00:11:42,870 --> 00:11:48,160 job becomes much simpler because the customer base, the user 186 00:11:48,160 --> 00:11:51,460 base wants to use it, training is much easier. And 187 00:11:51,460 --> 00:11:53,390 then it's easy to prove to your CIO, to your 188 00:11:53,390 --> 00:11:56,070 decision maker, et cetera, that the investment was worth it. 189 00:11:56,610 --> 00:11:59,160 So, our vision to bring all of these different modalities 190 00:11:59,160 --> 00:12:01,770 together, build it on a platform that's open so we 191 00:12:01,770 --> 00:12:05,340 can integrate and create a best of breed solution is really 192 00:12:05,340 --> 00:12:10,360 core to what we're doing at Zoom today. I love that. I love the 193 00:12:10,360 --> 00:12:12,820 comment about friction in there too. And the only way 194 00:12:12,820 --> 00:12:16,300 to really build these huge, scalable systems that people really 195 00:12:16,300 --> 00:12:18,920 want is you have to make it so much easier 196 00:12:18,920 --> 00:12:21,770 to do the right thing always. And that's hard. It 197 00:12:21,770 --> 00:12:26,140 takes a lot of extra work. Okay, so we're going to move forward 198 00:12:26,380 --> 00:12:29,920 and talk a little bit about Zoom Phone, because we've all heard 199 00:12:29,920 --> 00:12:32,690 of Zoom, but Zoom Phone is a term that maybe 200 00:12:32,690 --> 00:12:36,280 some people don't know yet. Yes, so Zoom Phone is 201 00:12:36,470 --> 00:12:39,360 a cloud phone system called PBX. It is designed to 202 00:12:39,360 --> 00:12:42,330 be a replacement to the old legacy boat anchors that 203 00:12:42,330 --> 00:12:45,420 you might have in a closet right now. Whatever that's 204 00:12:45,420 --> 00:12:49,040 your Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon 205 00:12:49,040 --> 00:12:52,760 tels. It is a PBX at the end of the 206 00:12:52,760 --> 00:12:55,340 day. And it's built on the Zoom platform. So this 207 00:12:55,340 --> 00:12:59,240 isn't a separate product that was designed in a silo 208 00:12:59,809 --> 00:13:03,070 on a different platform. This was designed and implemented on 209 00:13:03,070 --> 00:13:05,890 the Zoom Meeting platform. So as a modern phone system 210 00:13:05,890 --> 00:13:08,410 or as our cloud phone system, it has all of 211 00:13:08,410 --> 00:13:12,210 the traditional PBX features that you'd come to expect, transferred 212 00:13:12,340 --> 00:13:17,530 conference hold, auto attendance, basic call routing, the ability to 213 00:13:17,530 --> 00:13:20,380 port your existing phone numbers onto our platform if you'd 214 00:13:20,380 --> 00:13:23,980 like to use our native PSTN service, or we allow 215 00:13:23,980 --> 00:13:25,720 you to bring your own carrier to our platform as 216 00:13:25,720 --> 00:13:27,840 well if you want to keep your existing service providers. 217 00:13:28,070 --> 00:13:31,940 We support hybrid integration to your existing on- premise PBXs. 218 00:13:32,140 --> 00:13:34,590 So we don't go into a customer saying, " No, rip 219 00:13:34,590 --> 00:13:38,010 out that old Cisco call manager system and put Zoom 220 00:13:38,010 --> 00:13:40,780 everywhere." No, we understand can be a phased approach. You 221 00:13:40,780 --> 00:13:44,670 just don't cut overnight. So it is a phone system. 222 00:13:45,330 --> 00:13:47,559 Because it's built on the same platform, it's really easy 223 00:13:47,559 --> 00:13:50,370 to manage. If you've managed a Zoom account, a Zoom 224 00:13:50,370 --> 00:13:53,610 Meeting account, it's just another tab in our web portal. 225 00:13:54,420 --> 00:13:56,480 So when you go to provision a user, you provision 226 00:13:56,620 --> 00:13:59,929 their meeting, attributes, you provision their phone attributes. It's done 227 00:13:59,929 --> 00:14:02,390 in the same place. It's integrated into our reporting and 228 00:14:02,480 --> 00:14:05,890 dashboarding, et cetera. And the features are delivered to the 229 00:14:05,890 --> 00:14:09,580 same Zoom app that you already know. So when we're 230 00:14:09,580 --> 00:14:12,090 designing features, we want to make sure that all of 231 00:14:12,090 --> 00:14:17,440 the features that are implemented are not just desktop features, 232 00:14:17,580 --> 00:14:21,030 desk phone features, or mobile features. We have a very 233 00:14:21,030 --> 00:14:23,530 mobile first approach. We want to make sure that everything 234 00:14:23,530 --> 00:14:28,210 works on the mobile app with the same quality, same 235 00:14:28,210 --> 00:14:31,570 user experience that you can experience on the desktop. So 236 00:14:31,570 --> 00:14:34,050 we don't have any... We have feature parity across all 237 00:14:34,050 --> 00:14:37,010 of our end points. And it has to be delivered 238 00:14:37,010 --> 00:14:40,300 with high security and reliability. So making sure that we're 239 00:14:40,300 --> 00:14:45,380 implementing HD voice using adaptive rate codec like Opus, we 240 00:14:45,380 --> 00:14:47,700 have a lot of secret sauce on top that does 241 00:14:47,700 --> 00:14:51,970 audio processing to eliminate background noise, et cetera. So that's 242 00:14:51,970 --> 00:14:54,500 why Zoom calls generally sound better than a lot of 243 00:14:54,500 --> 00:14:58,880 our competitors. And we have a global footprint, which I 244 00:14:58,880 --> 00:15:03,820 believe we'll talk about a little bit later. Okay, great. 245 00:15:04,110 --> 00:15:09,770 Yeah, it's a difficult bridge creating this between the desk 246 00:15:09,770 --> 00:15:13,900 phones and everything else in the world. And I've seen it, experienced it. 247 00:15:14,920 --> 00:15:17,520 You guys have done amazing job. Yeah, and if I may 248 00:15:17,520 --> 00:15:20,670 add, when we first started Zoom, when Zoom was founded, 249 00:15:20,670 --> 00:15:23,960 when Eric started the company, it wasn't that we wanted 250 00:15:23,960 --> 00:15:25,950 to just be video only or we wanted to be 251 00:15:25,950 --> 00:15:28,370 a phone system. We were actually pulled into this by 252 00:15:28,370 --> 00:15:31,880 the market because the people were enjoying using Meeting so 253 00:15:31,880 --> 00:15:33,820 much. We're like, " Can we just get rid of the 254 00:15:33,820 --> 00:15:36,150 PBX and put everything on a meeting platform?" You already 255 00:15:36,150 --> 00:15:39,040 have all of the components. So that's what we did. 256 00:15:39,180 --> 00:15:41,420 And one of the side benefits, what I forgot to 257 00:15:41,420 --> 00:15:45,500 mention is, when I talked about all the modalities earlier 258 00:15:45,500 --> 00:15:49,670 of chat and voice and video, that we don't look 259 00:15:49,670 --> 00:15:54,010 at them as individual features, we want them to all 260 00:15:54,010 --> 00:15:56,990 blend together. So if I start with a chat interaction, 261 00:15:56,990 --> 00:16:00,270 I can escalate that chat into a phone call. And 262 00:16:00,270 --> 00:16:03,110 I can elevate that phone call into a meeting, without 263 00:16:03,110 --> 00:16:05,760 having people hang up. So if I'm working with a 264 00:16:05,760 --> 00:16:08,280 customer for example, and I'm on the phone, and I 265 00:16:08,280 --> 00:16:10,560 need to elevate that into a desktop share or I 266 00:16:10,560 --> 00:16:14,230 want to go to video, traditionally you say, " All right, 267 00:16:14,730 --> 00:16:17,790 let me send you an invite for this meeting bridge, 268 00:16:17,790 --> 00:16:19,680 and let's hang up and I'll meet you there." Right? And 269 00:16:19,960 --> 00:16:22,610 that usually adds five or 10 minutes to the conversation, 270 00:16:22,610 --> 00:16:26,510 it adds friction. With Zoom, if you're on that phone 271 00:16:26,510 --> 00:16:28,840 call, you can elevate right into a Zoom meeting and 272 00:16:28,840 --> 00:16:31,500 everybody's brought into it automatically, so you don't have to 273 00:16:31,500 --> 00:16:33,650 hang up and dial back in. And then if they 274 00:16:33,650 --> 00:16:36,680 want to use the app, then you can send an 275 00:16:36,680 --> 00:16:39,130 invite for them to open up the app, keep the 276 00:16:39,130 --> 00:16:42,720 voice stream wherever it started, and then have the app 277 00:16:42,720 --> 00:16:45,680 for all the desktop sharing. Anyway, sorry Randy, I just 278 00:16:45,680 --> 00:16:48,420 wanted to expand on that for a second. Oh no, I 279 00:16:48,420 --> 00:16:51,570 enjoyed it. Yeah, I think this is also indicative of 280 00:16:51,570 --> 00:16:55,370 why this is actually such a really good match between 281 00:16:55,370 --> 00:16:57,780 two different cloud companies, is because the way you guys 282 00:16:57,780 --> 00:17:01,390 are approaching the usability and the scaling, and being able 283 00:17:01,390 --> 00:17:04,750 to flip things from one mode to another seamlessly, is 284 00:17:04,750 --> 00:17:08,300 exactly what we're trying to do at Genesys. So, thank 285 00:17:08,300 --> 00:17:13,320 you. Okay, let's go to the next slide which is 286 00:17:13,320 --> 00:17:16,850 about... Okay. We're going to take all these pieces of 287 00:17:17,460 --> 00:17:19,810 Zoom and the functionality that they're adding, and we've got 288 00:17:19,810 --> 00:17:23,980 all this functionality that we've built on Genesys Cloud bringing 289 00:17:23,980 --> 00:17:28,910 this together, how does this help our customers do great 290 00:17:29,000 --> 00:17:35,340 customer experiences? Thanks Randy. It is at the end of 291 00:17:35,340 --> 00:17:39,300 the day about providing a great support and service to 292 00:17:39,300 --> 00:17:43,440 customers. But sometimes we think about the contact center, the 293 00:17:43,440 --> 00:17:48,330 front office, as being that first line of defense. But 294 00:17:49,250 --> 00:17:52,100 it takes a whole company to support and service customers. 295 00:17:52,640 --> 00:17:55,410 It's a real team effort across the company that provides 296 00:17:55,500 --> 00:17:59,130 a great customer experience at the end of the day, because the contact center 297 00:17:59,130 --> 00:18:05,440 is there to assist and help customers, but they're only 298 00:18:05,440 --> 00:18:08,200 as good as the rest of the organization. So what 299 00:18:08,200 --> 00:18:12,540 we see is when you empower your employees across the 300 00:18:12,540 --> 00:18:18,910 whole organization, they can then focus on the customer. So 301 00:18:18,910 --> 00:18:21,740 if we're giving the right amount of flexibility, the right 302 00:18:21,740 --> 00:18:25,410 amount of power and tools to allow that collaboration between 303 00:18:25,410 --> 00:18:28,830 the front office and the back office, that's just going to 304 00:18:28,830 --> 00:18:33,170 be a good outcome. So lower friction, lower frustration across 305 00:18:33,170 --> 00:18:36,810 that enterprise, at the end of the day it's about 306 00:18:36,810 --> 00:18:38,840 helping customers then and there and helping them in real 307 00:18:38,840 --> 00:18:42,990 time. So connect the front office with the back office, 308 00:18:43,280 --> 00:18:48,460 create some great collaboration, and with the focus in helping 309 00:18:48,460 --> 00:18:53,420 customers then and there. So the key ingredient's is it's a great CX 310 00:18:53,470 --> 00:18:58,609 through great collaboration. Okay. Neil, do you have any comments on 311 00:18:58,609 --> 00:19:01,440 that? On customer experience and how Zoom's going to affect that? 312 00:19:04,390 --> 00:19:09,609 You're on mute. You would think working for Zoom, I'd 313 00:19:09,609 --> 00:19:14,859 be so much better at that. Yeah. So at the 314 00:19:14,859 --> 00:19:17,670 end of the day it really is, it's eliminating all 315 00:19:17,670 --> 00:19:21,600 of the friction in the communication process. So when you 316 00:19:21,600 --> 00:19:24,690 eliminate the friction, then people are going to be more 317 00:19:24,690 --> 00:19:28,940 willing to engage, be more open in that engagement, and 318 00:19:29,160 --> 00:19:32,220 have a better satisfaction of that tool and the interaction 319 00:19:33,010 --> 00:19:37,050 between the customer and whoever's servicing the customer. All right. 320 00:19:38,570 --> 00:19:42,140 All right. So we're going to double down on this 321 00:19:42,640 --> 00:19:45,990 customer experience and collaboration topic. Let's explore that in a 322 00:19:45,990 --> 00:19:51,430 little bit more depth. Jeff, talk from this slide. We've 323 00:19:51,430 --> 00:19:54,300 got a lot more topics to delve into here. Sure. 324 00:19:54,560 --> 00:19:58,470 So let's bring that CX to life and that collaboration 325 00:19:58,470 --> 00:20:01,400 across the organization. How are we going to do that 326 00:20:01,890 --> 00:20:04,630 with what we're talking about today between Zoom and Genesys? 327 00:20:06,600 --> 00:20:12,109 It's really providing a simplified, unified, and more, I guess, 328 00:20:12,109 --> 00:20:16,210 integrated experience where you can focus on the outcome that 329 00:20:16,210 --> 00:20:19,790 you're trying to create, rather than what tools I have 330 00:20:19,790 --> 00:20:22,470 to use and what I have to tab through, or 331 00:20:22,470 --> 00:20:25,630 which applications I've got to go find to achieve as 332 00:20:25,630 --> 00:20:28,050 an outcome. And the way we're doing this with the 333 00:20:28,050 --> 00:20:31,780 integration that we've done between Zoom and Genesys, is a 334 00:20:31,780 --> 00:20:36,500 unified directory. And what this means is, as a Genesys 335 00:20:36,500 --> 00:20:40,950 Cloud user in the front office, they will now be 336 00:20:40,950 --> 00:20:43,280 able to see the whole enterprise, whoever it might be 337 00:20:43,280 --> 00:20:47,190 in the contact center, but also now across everyone that's 338 00:20:47,190 --> 00:20:51,180 using Zoom phone across the organization. So that means complete 339 00:20:51,180 --> 00:20:55,160 visibility of everyone in the enterprise. And then on top 340 00:20:55,160 --> 00:20:58,460 of that, we add presence. So knowing who in the 341 00:20:58,460 --> 00:21:01,480 enterprise is available to help then and there. When I've got 342 00:21:01,560 --> 00:21:04,500 the customer on the line, I need assistance. I want 343 00:21:04,500 --> 00:21:06,790 to be able to talk to a subject matter expert, or at 344 00:21:06,790 --> 00:21:10,460 least somehow try and get to the right person with 345 00:21:10,460 --> 00:21:13,840 the right information to assist me to assist the customer, 346 00:21:14,100 --> 00:21:18,310 or even bring that subject matter expert into the conversation 347 00:21:18,310 --> 00:21:21,990 with the customer. So through being able to see and 348 00:21:21,990 --> 00:21:27,530 search across the enterprise from all the Zoom phone users 349 00:21:27,530 --> 00:21:30,290 as well as Genesys Cloud users, by knowing when and 350 00:21:30,290 --> 00:21:33,840 where that they're available to help me then at that 351 00:21:33,840 --> 00:21:36,869 point in time. At the same time, when we're doing 352 00:21:36,869 --> 00:21:41,869 all those interactions and call transfers, it's on net. So 353 00:21:41,869 --> 00:21:47,369 that means we've integrated Zoom phone with Genesys Cloud, with 354 00:21:47,420 --> 00:21:51,670 secure connections, which provides complete on net callings. That means 355 00:21:51,670 --> 00:21:54,450 you don't have to go off onto the PSTN and 356 00:21:54,450 --> 00:21:58,310 also incur extra charges, because you're one enterprise. You should 357 00:21:58,359 --> 00:22:01,980 be able to have one logical network with one logical 358 00:22:02,100 --> 00:22:06,160 ability to be able to transfer calls across systems seamlessly. 359 00:22:06,619 --> 00:22:11,740 Again, removing that friction, as we've started talking about. On 360 00:22:11,740 --> 00:22:14,609 top of that, in today's world, you need to be able 361 00:22:14,609 --> 00:22:19,480 to do it from anywhere globally, and this is more 362 00:22:19,480 --> 00:22:23,930 important than ever. And in this global world today, being 363 00:22:23,930 --> 00:22:28,470 able to work from anywhere, collaborate from anywhere in a 364 00:22:28,470 --> 00:22:34,790 seamless experience, is key. And Genesys and Zoom are global 365 00:22:34,790 --> 00:22:38,160 solutions, which we'll talk about in a moment. But we've 366 00:22:38,160 --> 00:22:41,930 gone back to... The big shift that we've seen is that 367 00:22:41,930 --> 00:22:47,000 video first experience as well. And leveraging and taking advantage 368 00:22:47,000 --> 00:22:52,619 of Zoom's incredible video first communications platform, we're also able 369 00:22:52,619 --> 00:22:58,340 to bring Zoom's video screen sharing and recording as well. 370 00:22:58,760 --> 00:23:02,270 So you'll be able to then, again, bring that collaboration 371 00:23:02,450 --> 00:23:07,010 using Zoom's features around screen sharing and recording. And it 372 00:23:07,010 --> 00:23:10,010 goes without saying that this all runs within a secure 373 00:23:10,010 --> 00:23:14,109 environment. So that's a little bit of a, I guess, 374 00:23:14,109 --> 00:23:17,260 insight, Randy there, but when you bring these pieces together, 375 00:23:17,720 --> 00:23:23,200 it's again, taking that friction out and letting our people, 376 00:23:23,200 --> 00:23:27,560 our employees in that organization, collaborate, but more importantly, focus 377 00:23:27,560 --> 00:23:30,980 on the problem at hand or the service that needs 378 00:23:30,980 --> 00:23:33,619 to be addressed, rather than the tools or the technology. 379 00:23:35,800 --> 00:23:40,630 Okay. So how is the availability looking like on this? 380 00:23:41,450 --> 00:23:45,270 Yeah. So actually, not a lot of people know this, 381 00:23:45,270 --> 00:23:49,460 I'm going to let everyone know. But Genesys Cloud and 382 00:23:49,460 --> 00:23:53,250 Zoom Phone has actually... We've had integration with our on 383 00:23:53,250 --> 00:23:56,100 net calling especially, for actually a number of months now 384 00:23:56,100 --> 00:24:00,900 since last year. We've built that telephony sip connection. We've 385 00:24:00,900 --> 00:24:02,760 actually got a few customers using it today, which we'll 386 00:24:02,760 --> 00:24:07,080 talk about in a little while. But really true Collective 387 00:24:07,920 --> 00:24:12,100 cloud APIs, this is kind of the next natural step and 388 00:24:12,430 --> 00:24:15,820 the new release that we're talking about today with these 389 00:24:15,820 --> 00:24:19,730 capabilities like unified directory, and presence, and the likes will 390 00:24:19,730 --> 00:24:23,359 be available next month in July. So we're super excited 391 00:24:23,359 --> 00:24:26,990 to see how we can bring our customers together to 392 00:24:26,990 --> 00:24:31,560 collaborate better and to provide great customer experience. Great. Thank 393 00:24:31,560 --> 00:24:36,560 you. All right. So we've mentioned Global multiple times. Maybe 394 00:24:36,609 --> 00:24:39,740 we should have started with this, but it was actually 395 00:24:39,740 --> 00:24:44,619 a huge challenge for our Genesys Cloud customers that are 396 00:24:45,340 --> 00:24:48,700 global, is that there's so many different ways of doing 397 00:24:48,700 --> 00:24:53,420 phone termination in so many different countries. We have a 398 00:24:53,420 --> 00:24:59,680 rock solid network of AWS regions that were operating on 399 00:25:00,119 --> 00:25:03,540 Genesys cloud in. And whenever you're on net, everything is 400 00:25:05,020 --> 00:25:08,780 just straight data. So this is what it looks like. 401 00:25:08,840 --> 00:25:11,140 Jeff, can you go into a little bit more detail about that 402 00:25:11,140 --> 00:25:14,800 platform? Yeah sure, thanks Randy. Look, Genesys cloud is a 403 00:25:14,800 --> 00:25:19,230 Global cloud platform, just like Zoom and Zoom Phone, our 404 00:25:19,230 --> 00:25:24,730 Global platform, our Global Pops which I'll go through in 405 00:25:24,730 --> 00:25:29,330 a moment, all operate and inter operate with Zoom and 406 00:25:29,330 --> 00:25:32,980 Zoom Phone's Global Pops. Actually, this is actually going to 407 00:25:32,980 --> 00:25:36,970 be all configurable by the customer or at the time 408 00:25:36,970 --> 00:25:39,950 it's set up where you can actually choose which Genesys 409 00:25:40,390 --> 00:25:42,359 cloud region you want to operate. But at the same 410 00:25:42,359 --> 00:25:45,990 time, you can also choose which Zoom Phone region you'll 411 00:25:45,990 --> 00:25:47,560 be able to operate with as well. So you'll have 412 00:25:47,560 --> 00:25:51,850 full control over which regions due to local regulatory requirements 413 00:25:52,190 --> 00:25:56,369 at the time of the implementation. But at a global 414 00:25:56,369 --> 00:25:59,180 region, we have nine regions. We have two in the 415 00:25:59,180 --> 00:26:03,810 US, US East and US West. We've got Canada, Ireland, 416 00:26:04,410 --> 00:26:10,030 the UK and Frankfurt in Germany and originally South Korea. 417 00:26:10,190 --> 00:26:13,119 And we've also got Japan and Australia. But on top 418 00:26:13,119 --> 00:26:15,500 of that, it's not just about that footprint. It's also 419 00:26:15,500 --> 00:26:19,450 about language support. We support 18 languages through our user 420 00:26:19,450 --> 00:26:21,920 interface, and we even have a whole lot more than 421 00:26:21,920 --> 00:26:24,560 those 18 languages for our I- V- R and voice 422 00:26:24,560 --> 00:26:29,070 services as well, because it's really, we, we now live 423 00:26:29,070 --> 00:26:34,140 in a global community and more, I guess more importantly, 424 00:26:34,140 --> 00:26:37,730 we live in a growing virtual, global community as well. 425 00:26:38,970 --> 00:26:42,820 It's important to know that you can operate virtually anywhere and 426 00:26:42,869 --> 00:26:47,430 globally. And, we support thousands of customers today, actually I've 427 00:26:47,530 --> 00:26:51,619 across 60 countries, Pang Southern the, the largest contact centers. 428 00:26:52,140 --> 00:26:54,540 we even have some contact centers that were powering over 429 00:26:54,540 --> 00:26:58,650 25,000 agents in that context center. So, this is scale 430 00:26:59,030 --> 00:27:01,970 on a, on a global level, but really excited that 431 00:27:02,000 --> 00:27:05,630 we're bringing this global platform global network. That's powering all 432 00:27:05,630 --> 00:27:08,830 these interactions for our customers. And now we're going to 433 00:27:08,830 --> 00:27:11,730 extend that with this great VR first experience powered by 434 00:27:11,730 --> 00:27:15,750 Zoom. So Neil, maybe you can tell us about, the zoom 435 00:27:15,750 --> 00:27:21,960 phone, global story. All right. Yeah. That Zoom Global picture. 436 00:27:22,480 --> 00:27:28,410 Yeah. We have a pretty extensive global footprint. We currently 437 00:27:28,410 --> 00:27:32,510 have data centers in 18 countries around the world. These 438 00:27:32,510 --> 00:27:35,670 are all active, active, fully redundant data centers. So one 439 00:27:35,670 --> 00:27:39,150 outage in a specific region, doesn't take down our customer 440 00:27:39,150 --> 00:27:42,270 base by any stretch of the meetings. And these are 441 00:27:42,270 --> 00:27:46,640 man by zoom employees. So these are, we, we have 442 00:27:46,640 --> 00:27:49,390 a mix of running our own data centers, which is 443 00:27:49,390 --> 00:27:51,780 what I'm showing here. Then we also take advantage of 444 00:27:51,780 --> 00:27:55,640 a lot of public cloud services from AWS, Google, Microsoft, 445 00:27:55,640 --> 00:27:57,830 Azure, etc. So we want to make sure that we 446 00:27:57,830 --> 00:28:00,380 have a fully redundant and that we're using the best 447 00:28:00,380 --> 00:28:03,859 technology available to provide the highest quality of service for 448 00:28:03,859 --> 00:28:07,119 our customers. From a zoom phone perspective, when it comes 449 00:28:07,119 --> 00:28:12,300 to PSTN access today, we have native PSTN support in 450 00:28:12,330 --> 00:28:15,780 18 different countries. You can visit our website for our list 451 00:28:15,780 --> 00:28:18,490 of all of those countries. We have an additional 25 452 00:28:18,490 --> 00:28:20,810 countries where we can provide PST and access and phone 453 00:28:20,810 --> 00:28:23,800 numbers currently in beta. And we expect those to come 454 00:28:23,800 --> 00:28:26,200 out of beta the summer, which will give us about 455 00:28:26,210 --> 00:28:30,740 47 countries where we can provide a full, complete PSTN 456 00:28:31,060 --> 00:28:37,090 PBX replacement. We are also offering, BYOC bring your own 457 00:28:37,090 --> 00:28:40,310 carrier. So if you have a requirement outside of the 458 00:28:40,330 --> 00:28:44,840 47 countries that we're in today, then you can bring 459 00:28:44,840 --> 00:28:47,860 the sip trunk from that, from that local service provider, 460 00:28:47,860 --> 00:28:50,550 right into the zoom cloud, and then light up the 461 00:28:50,550 --> 00:28:53,410 surface that way. So we're, we're very, very flexible. And 462 00:28:53,420 --> 00:28:57,370 of course our goal is to provide complete global coverage 463 00:28:58,200 --> 00:29:01,180 everywhere. And so we're, we're marching really fast to make 464 00:29:01,180 --> 00:29:08,330 sure that that happens. Okay. All right. So I know 465 00:29:08,330 --> 00:29:11,440 that Neil, you wanted to take a moment to just 466 00:29:11,440 --> 00:29:15,510 talk about security. Yeah. Security as a topic that comes 467 00:29:15,510 --> 00:29:19,550 up every day at Zoom, it is incredibly important to 468 00:29:19,550 --> 00:29:23,440 us with so many people relying on us and, and 469 00:29:23,440 --> 00:29:27,120 business to continue working as well as in their personal 470 00:29:27,120 --> 00:29:29,700 lives, taking that yoga class, like in that music lesson, 471 00:29:30,040 --> 00:29:32,390 having those happy hours that we want to make sure 472 00:29:32,390 --> 00:29:37,580 that your information is completely protected. So we recently migrated 473 00:29:37,580 --> 00:29:42,270 in Twitter, 56 bit AGC or a yeah. GCM encryption, 474 00:29:43,290 --> 00:29:47,450 apologize for butchering the acronym. And we also make sure 475 00:29:47,450 --> 00:29:49,640 every zoom phone call is encrypted as well. So we 476 00:29:49,640 --> 00:29:57,130 use SFTP encryption, we used 256 BAS authentic TLS authentication. 477 00:29:57,130 --> 00:30:00,210 So everything is secured and don't just take our word 478 00:30:00,210 --> 00:30:02,600 for it. We also have certifications by some of the 479 00:30:02,600 --> 00:30:07,550 top security and privacy groups in the world. So we 480 00:30:07,550 --> 00:30:11,360 are GDPR. We it's all been verified through Trust Arc. 481 00:30:11,860 --> 00:30:16,320 We have in the United States, we are FedRAMP moderate 482 00:30:16,320 --> 00:30:19,040 for the entire platform. So for zoom meetings and now 483 00:30:19,040 --> 00:30:24,060 zoom phone, which means that the, the department where the 484 00:30:24,060 --> 00:30:29,990 federal agencies like DISA etc, can use us in there. 485 00:30:29,990 --> 00:30:33,680 So if we've been vetted and, and, and authorized by 486 00:30:33,680 --> 00:30:36,700 the federal government, you can be assured that the platform 487 00:30:36,710 --> 00:30:40,040 is secure. We also, in the newest version of our 488 00:30:40,040 --> 00:30:44,360 application in zoom 5.0, we allow you to opt in 489 00:30:44,360 --> 00:30:47,930 and opt out of specific geo. So that, we do 490 00:30:47,930 --> 00:30:51,120 automatic geo based routing of all of our calls and 491 00:30:51,120 --> 00:30:54,810 all of our meetings. And if you are in a 492 00:30:54,810 --> 00:30:57,970 meeting and you want to make sure that those calls 493 00:30:57,970 --> 00:31:00,190 don't, for some reason, get routed outside of the country, 494 00:31:00,190 --> 00:31:03,920 that you're currently in, you can actually choose, the user 495 00:31:03,920 --> 00:31:06,820 can choose. The admin can choose which data centers are 496 00:31:06,820 --> 00:31:09,450 routed through which geos they route through, or they want 497 00:31:09,450 --> 00:31:12,390 to opt out of. So not only are we providing 498 00:31:12,390 --> 00:31:15,880 all these great security on top, that we are allowing 499 00:31:15,880 --> 00:31:18,310 users to choose which data centers they route through, which 500 00:31:18,310 --> 00:31:21,990 is something none of our competitors do. So we're really 501 00:31:21,990 --> 00:31:24,220 taking it to the next level. It's, it's very important. 502 00:31:24,500 --> 00:31:27,560 And I don't even know what to say is just, 503 00:31:28,250 --> 00:31:30,030 I think it speaks for itself, but if there are 504 00:31:30,030 --> 00:31:32,970 questions, of course, reach out to us. We have a 505 00:31:32,970 --> 00:31:34,920 whole bunch of landing pages on the zoom website that 506 00:31:34,920 --> 00:31:37,750 goes into more depth on this, and you would ever 507 00:31:37,750 --> 00:31:43,250 want to go into, Yeah, we have a full set, 508 00:31:43,300 --> 00:31:45,720 a full set of acronyms on our site too. So 509 00:31:46,050 --> 00:31:50,210 yeah, Yeah. We love our acronyms. It's an ongoing effort. Security. It never stops 510 00:31:50,430 --> 00:31:53,210 it's you have to always be working on that. Okay. 511 00:31:53,210 --> 00:31:58,570 Let's look at, we mentioned that we have some, we 512 00:31:58,570 --> 00:32:01,620 want to talk a little bit about this. Yeah. No, 513 00:32:01,620 --> 00:32:09,160 thanks Randy. We've had some customers already using that integration 514 00:32:09,160 --> 00:32:11,860 that I mentioned, that we've had available now for a 515 00:32:11,860 --> 00:32:15,520 few months. I'd like to maybe just walk through some 516 00:32:15,520 --> 00:32:20,510 of those. Our telephone integration has been in place between 517 00:32:20,510 --> 00:32:24,210 Genesys Cloud and Zoom Phone. Actually, if you go to Zoom 518 00:32:24,210 --> 00:32:28,080 Phone today, you can actually click and see Genesys Cloud 519 00:32:29,130 --> 00:32:34,570 and connect to that as a telephone integration. That's available 520 00:32:34,570 --> 00:32:39,730 today and Sentinel benefits and the financial group. They've actually 521 00:32:39,730 --> 00:32:42,530 been using it for a number of months and they've seen the 522 00:32:42,530 --> 00:32:46,640 real benefits of really connecting that front office with the 523 00:32:46,640 --> 00:32:49,850 back office. Really connecting the contact center with the rest 524 00:32:49,850 --> 00:32:53,610 of their organization. Remember, it's all about the whole company 525 00:32:53,760 --> 00:32:57,690 that needs to help customers. They've really seen those benefits 526 00:32:57,710 --> 00:33:00,920 of being able to have that on their calling, the 527 00:33:00,920 --> 00:33:03,010 ability to be able to transfer calls back and forth 528 00:33:04,620 --> 00:33:09,080 securely, quickly, and easily between Genesys Cloud and Zoom Phone. 529 00:33:10,570 --> 00:33:12,240 They can see that they're going to be able to 530 00:33:12,240 --> 00:33:16,570 resolve things faster, quicker, and just provide a better customer 531 00:33:17,000 --> 00:33:22,850 experience. We've also got Company Nurse. They've been an existing 532 00:33:23,150 --> 00:33:27,010 Genesys Cloud customer for some time and also a Zoom 533 00:33:27,010 --> 00:33:32,390 customer. Now, they've called out and identified what they see 534 00:33:32,390 --> 00:33:36,710 is the advantages where if they can bring that video 535 00:33:36,710 --> 00:33:40,330 first experience through video meetings and add that to the 536 00:33:40,330 --> 00:33:45,570 communications, they'll be able to collaborate better together and really 537 00:33:45,570 --> 00:33:50,010 help their employees help them with their customers at that 538 00:33:50,010 --> 00:33:55,580 time of need. Because really, they're doing triage at that 539 00:33:55,580 --> 00:33:58,510 moment of truth that we talked about before, where people 540 00:33:58,510 --> 00:34:00,960 really need to help them. By adding video, that video 541 00:34:00,960 --> 00:34:03,490 experience is going to make it a whole lot better 542 00:34:03,490 --> 00:34:06,070 for what they do, which is pretty important for a 543 00:34:06,070 --> 00:34:10,390 lot of companies. Look, we're really excited to see how 544 00:34:10,670 --> 00:34:17,410 customers are starting to use capabilities between Genesys Cloud and 545 00:34:17,410 --> 00:34:21,590 Zoom and Zoom Phone, but I'm even more excited by 546 00:34:21,590 --> 00:34:23,750 what the new capabilities that we're going to be able 547 00:34:23,750 --> 00:34:27,300 to deliver and we're just getting started on this journey. 548 00:34:28,460 --> 00:34:35,110 Perfect. Okay. We've talked about friction. We've talked about usability. 549 00:34:35,270 --> 00:34:37,880 Let's take a look at what does this look like? 550 00:34:39,130 --> 00:34:42,080 Jeff, do you want to take us through a demo 551 00:34:42,080 --> 00:34:45,900 here? Yeah. I sure will. Let me just take control here. 552 00:34:47,280 --> 00:34:50,739 Okay. Let me just set this up before we get 553 00:34:51,000 --> 00:34:56,830 started. In this walkthrough of the demo, we have a 554 00:34:56,830 --> 00:35:01,300 customer that is utilizing Genesys Cloud and Zoom Phone for 555 00:35:01,300 --> 00:35:04,719 their cloud PBX. We're going to walk through that experience 556 00:35:04,719 --> 00:35:13,460 very quickly. Okay. Control. There we go. Okay. Here we go. 557 00:35:13,460 --> 00:35:18,850 All right. We've got an organization called G Bank and 558 00:35:18,850 --> 00:35:21,760 I'd like you to meet Trey. He's working in the 559 00:35:21,760 --> 00:35:24,890 front office and they're using Genesys Cloud for their front 560 00:35:24,890 --> 00:35:27,530 office here and how are they're going to interact with customers. But as 561 00:35:27,530 --> 00:35:31,750 I mentioned, G Bank uses Zoom Phone as their enterprise 562 00:35:31,750 --> 00:35:36,670 cloud communications system. That front office, that back office, it's 563 00:35:36,670 --> 00:35:39,050 about how we bring them together. We're going to explore 564 00:35:39,570 --> 00:35:44,570 that story here. Okay. First of all, this is the 565 00:35:44,719 --> 00:35:49,710 Genesys Cloud desktop and Trey is one of our customer 566 00:35:49,770 --> 00:35:54,690 service representatives. He's logging into the G Bank queue. You can 567 00:35:54,690 --> 00:35:56,489 see he's going to go on queue there and he 568 00:35:56,489 --> 00:35:59,180 clicks on queue and he can start receiving incoming calls 569 00:35:59,180 --> 00:36:04,170 from customers. As you'd be very surprised, he has a call 570 00:36:04,170 --> 00:36:08,830 that comes in and Lindsay, who's a customer of G 571 00:36:08,830 --> 00:36:13,670 Bank, she rings up. She's wanting more information about a 572 00:36:13,670 --> 00:36:15,420 mortgage on a new vacation home. Trey answers that call. 573 00:36:17,510 --> 00:36:29,150 Okay. Trey is now talking to Lindsay and he's learning 574 00:36:29,150 --> 00:36:34,010 more about what Lindsay wants and actually doesn't have all 575 00:36:34,010 --> 00:36:38,070 the answers to Lindsay's questions. He needs to find someone 576 00:36:38,070 --> 00:36:42,850 in the mortgage department to help Lindsay. Again, he needs 577 00:36:42,980 --> 00:36:45,320 a subject matter expert in the back office, in the 578 00:36:45,320 --> 00:36:49,370 enterprise, to help solve that customer request then and there, 579 00:36:49,370 --> 00:36:54,570 that moment of truth. He asked Lindsay to hold while 580 00:36:54,560 --> 00:36:58,219 he goes to find someone that can help with all 581 00:36:58,219 --> 00:37:05,410 the answers. What Trey does, you can see here, he 582 00:37:05,730 --> 00:37:09,370 looks to do a transfer and he types in'mortgage department,' 583 00:37:09,430 --> 00:37:11,930 which you can see on the screen here. You can 584 00:37:11,930 --> 00:37:16,040 see now by him typing in'mortgage department,' he's brought up 585 00:37:16,080 --> 00:37:19,270 who's available in the mortgage department. We have Chris here 586 00:37:19,270 --> 00:37:22,770 and you can see the little Zoom Phone icon there. 587 00:37:23,980 --> 00:37:27,219 Chris is a Zoom Phone user. This is a real 588 00:37:27,219 --> 00:37:31,620 time presence. Chris is in the mortgage department through that 589 00:37:31,620 --> 00:37:39,700 unified directory we were talking about and importantly, it's green 590 00:37:39,840 --> 00:37:44,219 with our presence showing Chris is available, even though he's 591 00:37:44,219 --> 00:37:50,510 on Zoom Phone. What Chris does is keeps the call 592 00:37:50,510 --> 00:37:57,480 going and places a call to Chris, through his agent 593 00:37:57,480 --> 00:38:01,930 desktop, through Genesys Cloud. Chris, who's on Zoom Phone, through 594 00:38:01,930 --> 00:38:08,950 that unified experience, Chris's phone, Zoom Phone desktop starts ringing. 595 00:38:09,150 --> 00:38:12,860 He can see it's actually from the contact center within 596 00:38:12,860 --> 00:38:18,000 G Bank. He gets that call, knows it's from the 597 00:38:18,000 --> 00:38:22,840 contact center, and starts to speak to Chris about the 598 00:38:23,300 --> 00:38:28,210 query. He mentions that he's got Lindsay on the line, 599 00:38:28,210 --> 00:38:31,600 who's got some questions about this mortgage. What he's going 600 00:38:31,600 --> 00:38:37,670 to do is, he basically... Whoops, sorry. Too many steps. 601 00:38:37,670 --> 00:38:40,590 He basically says, " Chris, can you take the call with 602 00:38:40,590 --> 00:38:44,430 Lindsay?" Chris is very happy to speak to Lindsay and 603 00:38:44,430 --> 00:38:48,190 help her with her mortgage questions. He transfers the call 604 00:38:48,980 --> 00:38:52,670 over to Chris and gets on with helping other customers. 605 00:38:54,989 --> 00:38:57,820 The outcome here was that Trey didn't have to worry 606 00:38:57,820 --> 00:39:02,520 about using another interface, one desktop application, and more importantly, 607 00:39:02,520 --> 00:39:09,160 could collaborate and provide that, what we call 'warm transfer,' 608 00:39:09,440 --> 00:39:12,180 where he could actually speak to Chris, make sure he's 609 00:39:12,180 --> 00:39:15,810 available, make sure more importantly that he's able to help 610 00:39:15,810 --> 00:39:18,420 Lindsay then and there and then connect her to, and 611 00:39:18,420 --> 00:39:20,739 then drop off the call. That's providing that end-to- end 612 00:39:20,739 --> 00:39:24,270 experience between that front office and that back office, collaborating 613 00:39:24,270 --> 00:39:27,620 together without having to worry about what application I'm using 614 00:39:27,620 --> 00:39:35,170 as a native experience. Let's go to the second demo 615 00:39:35,170 --> 00:39:39,230 here. This time we've got I guess, G Bank is 616 00:39:39,710 --> 00:39:44,040 the example customer again. This time, they're using Genesys Cloud 617 00:39:44,660 --> 00:39:49,620 and they use Zoom Meetings for collaboration. We'll take a 618 00:39:49,620 --> 00:39:54,780 slightly different way of this story. Okay. We've got Trey 619 00:39:54,780 --> 00:39:59,830 again. Now, Trey has his Zoom Meetings fully integrated into 620 00:39:59,830 --> 00:40:01,900 the Genesys Cloud desktop. So, you can see he's got 621 00:40:02,150 --> 00:40:08,440 a Zoom meetings platform net. So, he's already fully authenticated 622 00:40:08,500 --> 00:40:12,190 and secure into his Genesys Cloud desktop. So he doesn't 623 00:40:12,190 --> 00:40:15,260 have to think about where the best starting up Zoom 624 00:40:15,260 --> 00:40:19,480 meeting separately. It's already contained within his environment as that 625 00:40:19,480 --> 00:40:23,390 single experience, that unified single experience. So again, in this 626 00:40:23,390 --> 00:40:26,830 situation, he goes back on queue ready to take calls 627 00:40:27,410 --> 00:40:32,460 and yes, we've got Lindsey calling again, similar story. But 628 00:40:32,460 --> 00:40:36,780 in this case, Lindsey is looking for information say on 629 00:40:36,989 --> 00:40:42,690 Gbank's website about a mortgage. So, specific information in this 630 00:40:42,690 --> 00:40:45,780 case. So, what Trey does says, " Yeah, look, let me 631 00:40:46,030 --> 00:40:51,070 help you here." And so Trey puts Lindsey on hold 632 00:40:51,300 --> 00:40:53,910 and he's going to go in again, talk to someone 633 00:40:54,030 --> 00:40:56,640 in the back office that subject matter expert. Yes, you're 634 00:40:56,640 --> 00:40:58,400 probably right. It's going to be Chris again. But what 635 00:41:00,550 --> 00:41:03,270 he does this time, because in this situation, they're not 636 00:41:03,270 --> 00:41:07,610 running the Zoom Phone, but he can see through the 637 00:41:07,610 --> 00:41:11,170 directory here that Chris is available in this case, but 638 00:41:11,170 --> 00:41:14,760 more importantly, he's available and online and what he wants 639 00:41:14,760 --> 00:41:19,300 to do. He actually starts a chat session with Chris 640 00:41:19,489 --> 00:41:23,750 through Genesys Cloud. And through that chat session, he kind 641 00:41:23,750 --> 00:41:25,980 of, if we just click here, " Chris, are you available 642 00:41:25,980 --> 00:41:29,719 to have a quick chat? I need some help short 643 00:41:29,719 --> 00:41:33,570 let's jump on a zoom." So all Trey has to 644 00:41:33,570 --> 00:41:36,680 do from his desktop is click Zoom Meetings. Let's start 645 00:41:36,680 --> 00:41:40,290 a Zoom Meeting, what a great unified experience that is. 646 00:41:40,530 --> 00:41:45,460 So, he clicks the Zoom Meeting link there, and that 647 00:41:46,300 --> 00:41:48,870 creates a Zoom Meeting then and there in the Genesys 648 00:41:48,880 --> 00:41:55,700 Cloud desktop, like you can see here. So, Genesys Cloud 649 00:41:55,760 --> 00:41:59,950 and Zoom Meetings embedded in the single experience. I don't 650 00:42:00,070 --> 00:42:04,210 have to worry about different applications, it's one single unified 651 00:42:04,210 --> 00:42:08,239 tune. So again, Trey and Chris can focus on how 652 00:42:08,239 --> 00:42:12,780 they're going to help this customer. So, Chris quickly explains 653 00:42:12,780 --> 00:42:19,460 where through Zooms screen sharing and shows exactly where the 654 00:42:19,460 --> 00:42:22,810 information is on the Gbank website, so he can help 655 00:42:23,120 --> 00:42:27,570 Lindsey with this query. So, Chris has been able to help, 656 00:42:27,620 --> 00:42:29,950 they've been able to collaborate in real time, that real- 657 00:42:29,950 --> 00:42:33,530 time resolution that we spoke about before. And with that, 658 00:42:34,320 --> 00:42:37,050 Trey goes back to Lindsey to say, " Yeah, let me 659 00:42:37,050 --> 00:42:39,800 help you. It's on the website." But Lindsey says, in 660 00:42:39,800 --> 00:42:42,410 this case, " I'm actually not in front of my computer. 661 00:42:42,630 --> 00:42:48,070 Could you send me a link through an SMS so 662 00:42:48,070 --> 00:42:50,250 I can look at it on my phone later." So 663 00:42:50,250 --> 00:42:53,940 he says" Sure." So, Trey sends an SMS with that 664 00:42:53,940 --> 00:42:59,440 link, that URL to Lindsey on her phone. And Lindsey's 665 00:42:59,440 --> 00:43:02,870 got the information she needs. And again, that front office 666 00:43:02,870 --> 00:43:07,260 and that back office through communication and collaboration, not into 667 00:43:07,260 --> 00:43:10,489 worrying about the technology, but worrying about what the customer outcome 668 00:43:10,489 --> 00:43:15,040 is, helping resolve that. So that's a little bit of 669 00:43:17,660 --> 00:43:19,830 an example, a bit of a sneak peek there on 670 00:43:19,830 --> 00:43:23,860 how Genesys Cloud with Zoom Phone can provide that video 671 00:43:23,860 --> 00:43:27,960 first communication and collaboration experience. So again, across the whole 672 00:43:27,960 --> 00:43:32,830 enterprise or alternatively being able to use Zoom Meetings to 673 00:43:32,830 --> 00:43:35,230 spin up and drive into the, if a customer is 674 00:43:35,230 --> 00:43:38,250 using Zoom Meetings as a key part of the collaboration, 675 00:43:38,480 --> 00:43:41,020 we can integrate with Zoom Meetings as well and provide 676 00:43:41,020 --> 00:43:46,370 that single unified experience, that'd be Randy. All right. So 677 00:43:46,370 --> 00:43:48,850 as we can tell from the slide Q& A is 678 00:43:48,850 --> 00:43:52,870 coming up next. We've got, we're sure you guys have a lot of 679 00:43:52,870 --> 00:43:55,030 questions. I see the number is getting bigger under the 680 00:43:55,030 --> 00:43:58,560 Q& A tab here in Zoom. So to give you 681 00:43:58,560 --> 00:44:01,469 guys a little bit more time, if you have additional 682 00:44:01,469 --> 00:44:03,390 questions you want to write and to give us time 683 00:44:03,610 --> 00:44:05,780 to go look at the questions that are already there, 684 00:44:05,960 --> 00:44:09,270 let's do a poll. And so if Josh can put 685 00:44:09,270 --> 00:44:13,440 the poll up. Awesome. Okay. So you guys take a 686 00:44:13,440 --> 00:44:16,489 look at the poll, give us some more feedback on 687 00:44:16,489 --> 00:44:21,200 how you're using these different collaborations systems. And we're going 688 00:44:21,200 --> 00:44:25,969 to go look at the Q& A. And that's just 689 00:44:25,969 --> 00:44:29,250 as a friendly reminder to everybody as you're throwing questions 690 00:44:29,250 --> 00:44:32,480 into the Q& A window, we have about 15- ish 691 00:44:32,480 --> 00:44:36,080 minutes left on today's session. So don't fret if we 692 00:44:36,080 --> 00:44:38,440 don't make it to your question live, we will follow 693 00:44:38,440 --> 00:44:40,600 up with you via email within the next few business 694 00:44:40,600 --> 00:44:44,100 days. And as we're about to close out the poll 695 00:44:44,100 --> 00:44:46,730 here, just go ahead and remember to use the Q& 696 00:44:46,730 --> 00:44:48,820 A window and not the chat window, just so that 697 00:44:48,820 --> 00:45:16,110 we don't miss your questions moving forward. All right. Time 698 00:45:16,110 --> 00:45:19,910 goes so fast when you're on this side. It's And 699 00:45:24,290 --> 00:45:26,560 just let me know, Randy, when you want to see those results. 700 00:45:26,710 --> 00:45:30,570 Yeah. Tell me when you want to throw that. Yep. 701 00:45:30,570 --> 00:45:34,350 I'll go ahead and throw them up now. So you 702 00:45:34,350 --> 00:45:37,420 should see them on your screen. All right. Neil is 703 00:45:37,489 --> 00:45:41,969 smiling at this point. Yeah. And you've got some opportunities. 704 00:45:41,969 --> 00:45:46,330 Look at those other companies that are using... It's a big 705 00:45:46,330 --> 00:45:50,070 market. It's a big market. It is! It's room for 706 00:45:50,070 --> 00:45:59,540 everybody. Lots of solutions out there. Yep. All right. So, 707 00:45:59,540 --> 00:46:02,750 I got some good questions in here. I think some 708 00:46:02,750 --> 00:46:06,760 of these we have answered peripherally as we've been going 709 00:46:06,760 --> 00:46:08,960 through it so far, but I know the one question 710 00:46:09,360 --> 00:46:12,430 that we hear a lot is how do you get 711 00:46:12,450 --> 00:46:17,090 on board? So Jeff, basically a call us thing? Yeah, 712 00:46:17,130 --> 00:46:22,730 sure. Look, we're going to end with the Genesys. com/ 713 00:46:22,730 --> 00:46:27,650 Zoom link I know in a little while, but what 714 00:46:27,650 --> 00:46:29,440 I would be suggesting is go have a look at 715 00:46:29,440 --> 00:46:33,840 Genesys. com/ Zoom as a standpoint. And there's a start 716 00:46:33,840 --> 00:46:37,700 zooming button right there. And you can connect with us 717 00:46:37,700 --> 00:46:41,360 and we'll have someone speak to you real quickly. So, 718 00:46:42,239 --> 00:46:45,000 my advice is if you want to learn more, but 719 00:46:45,000 --> 00:46:48,180 also get started and you might be a Zoom customer 720 00:46:48,180 --> 00:46:53,040 and a Genesys customer already you can start and we'll 721 00:46:53,040 --> 00:46:55,420 get you, we'll start that conversation so you can get 722 00:46:55,420 --> 00:47:02,320 ready for next month. So Genesys.com/Zoom. Okay. So, Neil, you 723 00:47:02,320 --> 00:47:05,190 guys, if there're Zoom customer and they're interested in looking 724 00:47:05,190 --> 00:47:09,420 at Genesys Cloud, what should they do? Yeah. If you're 725 00:47:09,420 --> 00:47:12,670 an existing customer feel free to go to Genesys/ Zoom 726 00:47:12,670 --> 00:47:14,780 and reach out to them directly. They know how to 727 00:47:14,780 --> 00:47:16,410 get in touch with us and how to set it 728 00:47:16,410 --> 00:47:20,420 up or work with your existing account executive at Zoom. 729 00:47:20,640 --> 00:47:23,440 And they'll also bring in the appropriate people from the 730 00:47:23,440 --> 00:47:26,750 Zoom Phone team, as well as the Genesys team. So 731 00:47:26,750 --> 00:47:28,590 I think we want to eliminate as much friction as 732 00:47:28,590 --> 00:47:31,420 possible. If you're a customer of either one of the 733 00:47:31,420 --> 00:47:34,620 platforms already today, just reach out to your current account 734 00:47:34,620 --> 00:47:37,410 executive and we'll make sure that everything's routed and we 735 00:47:37,410 --> 00:47:41,910 get you taken care of as fast as possible. Okay. 736 00:47:41,969 --> 00:47:45,230 So, I see a recurring question in here about using 737 00:47:46,260 --> 00:47:51,520 Zoom to support between agents and customers. And I know 738 00:47:51,520 --> 00:47:54,140 this is one of the things that we've had lots 739 00:47:54,140 --> 00:47:59,370 and lots of conversations about internally. Jeff, take it away. 740 00:47:59,640 --> 00:48:03,300 That's a great question and a question that is a constant 741 00:48:03,670 --> 00:48:07,270 part of our conversation as you suggested. As you would 742 00:48:07,270 --> 00:48:10,350 have noticed from today's presentation, we've been talking very much 743 00:48:10,350 --> 00:48:14,239 around the collaboration between the front office and the back 744 00:48:14,239 --> 00:48:19,560 office. That is very much where we want to start 745 00:48:19,560 --> 00:48:24,400 with our Genesys Cloud and Zoom journey. But as part 746 00:48:24,400 --> 00:48:28,110 of that journey, we definitely see some key use cases 747 00:48:28,110 --> 00:48:32,969 for the ability to use video power through Zoom with 748 00:48:33,570 --> 00:48:37,770 customers directly. This is definitely on our roadmap, but in 749 00:48:37,770 --> 00:48:42,270 this, I guess, first drop that we're delivering next month. 750 00:48:42,550 --> 00:48:44,770 We're really focusing on bringing that front office and that 751 00:48:44,770 --> 00:48:48,500 back office together. Same time, we also want to get 752 00:48:48,500 --> 00:48:52,830 feedback from customers who are utilizing that new experience that 753 00:48:52,830 --> 00:48:56,250 we're delivering together and get some real world feedback. Because 754 00:48:56,620 --> 00:48:59,469 the same time we've also had a lot of feedback where 755 00:49:00,100 --> 00:49:05,450 providing video in a contact center sphere has historically been 756 00:49:05,450 --> 00:49:09,530 perceived with different thoughts and considerations because it is a 757 00:49:09,530 --> 00:49:13,040 visual experience. I think also the last few months, we've 758 00:49:13,040 --> 00:49:16,560 all learned that the video experience is such an important 759 00:49:16,560 --> 00:49:19,450 experience and at the same time, we've all learned how 760 00:49:19,450 --> 00:49:22,400 to drive video experiences. I can see this changing really 761 00:49:22,400 --> 00:49:27,230 rapidly in the market that providing customer video experiences into 762 00:49:27,230 --> 00:49:29,170 the contact center it's going to become a very key 763 00:49:29,170 --> 00:49:34,110 way of interacting and engaging and helping customers. The answer 764 00:49:34,480 --> 00:49:39,860 is not today, but in the near future. I think 765 00:49:39,860 --> 00:49:42,560 this is interesting. I mean, from a cloud culture, you 766 00:49:42,560 --> 00:49:46,700 want to get there with something that's useful as quickly as 767 00:49:46,700 --> 00:49:50,830 you can and then build from that. That's part of 768 00:49:50,830 --> 00:49:55,430 our approach with Genesys Cloud. This is fantastically useful, what 769 00:49:55,430 --> 00:50:00,150 we're going to be offering now. But we got room 770 00:50:00,150 --> 00:50:05,930 to grow. Oh, this is a first grade step, but 771 00:50:05,930 --> 00:50:10,110 we've got a very exciting roadmap that we're looking to develop but 772 00:50:10,200 --> 00:50:12,330 we want to make sure it's delivering the right outcomes 773 00:50:12,330 --> 00:50:22,210 for our customers. Neil, you want to throw in on that? I think just 774 00:50:22,210 --> 00:50:26,830 removing that friction is key to what we're doing. I 775 00:50:26,830 --> 00:50:28,840 didn't really have anything more to add. I thought Jeff 776 00:50:28,900 --> 00:50:36,140 covered it brilliantly. Okay. One of the things that we hear 777 00:50:36,140 --> 00:50:40,700 as a recurring question on the customer experience side, it's 778 00:50:41,430 --> 00:50:49,320 a lot of focus on efficiency and how long it 779 00:50:49,320 --> 00:50:53,060 takes to resolve issues. Do you think we're going to 780 00:50:53,060 --> 00:50:58,050 be seeing any time- savings or improved resolution rate through 781 00:50:58,070 --> 00:51:06,719 using these two fantastic cloud solutions together? Randy, I think 782 00:51:06,719 --> 00:51:10,770 that's been a key theme of today actually is you 783 00:51:10,770 --> 00:51:18,260 remove friction, you empower employees across the whole organization. And 784 00:51:18,260 --> 00:51:21,969 you let people focus on, I guess, the outcomes they're 785 00:51:21,969 --> 00:51:25,760 trying to deliver. That creates efficiencies in its own right. 786 00:51:26,040 --> 00:51:30,969 The ability to have that presence, that unified directory and 787 00:51:30,969 --> 00:51:33,690 the ability to be able to transfer calls back and 788 00:51:33,690 --> 00:51:38,580 forth, seamlessly between Zoom Phone and Genesys Cloud without having 789 00:51:38,580 --> 00:51:40,710 to worry about what number I have to dial or 790 00:51:40,710 --> 00:51:44,320 what extension its on. It's all being able to search 791 00:51:44,380 --> 00:51:49,430 point and click type experiences, natively in that desktop that 792 00:51:49,430 --> 00:52:00,060 has inherent efficiencies. So the answer is, yes. Great. I 793 00:52:00,060 --> 00:52:02,730 do see a question here. This is the last question 794 00:52:02,730 --> 00:52:06,239 and then we need to move on to winding this up 795 00:52:06,239 --> 00:52:11,170 is, what are customers doing for archiving and playback of 796 00:52:11,170 --> 00:52:15,100 the video- based interactions? Neil. How's that going? I mean 797 00:52:15,700 --> 00:52:18,280 other than the- Can you repeat that? You broke up, 798 00:52:18,280 --> 00:52:24,650 just for a second. Sorry. Randy, could you repeat the 799 00:52:24,650 --> 00:52:29,739 question? Oh, yeah. Sorry. I was talking and not listening. 800 00:52:32,010 --> 00:52:35,510 How does the solution work with recording? I mean, those 801 00:52:35,590 --> 00:52:37,380 of us that are our Zoom users we know that 802 00:52:38,010 --> 00:52:39,880 seems to be one of those things in the settings 803 00:52:39,880 --> 00:52:42,890 that you can turn on and off for everything. How's 804 00:52:42,890 --> 00:52:47,190 that going? If you are elevating into a Zoom Meeting, 805 00:52:47,560 --> 00:52:52,380 we support recording on Zoom Phone as well. There's a 806 00:52:52,380 --> 00:52:55,640 couple of different options, we support on- demand recording. It's 807 00:52:55,640 --> 00:52:58,060 up to the agent or the user to initiate that 808 00:52:58,060 --> 00:53:02,180 recording in a meeting or on the phone call. We 809 00:53:02,180 --> 00:53:05,610 also support full- time automatic recording. Then you also have 810 00:53:05,610 --> 00:53:08,960 a choice as to where those recordings are stored. If 811 00:53:08,960 --> 00:53:12,300 it's more ad hoc, less formal, you can have on- 812 00:53:12,300 --> 00:53:14,540 demand call recording and have it stored locally on the 813 00:53:14,540 --> 00:53:18,320 users PC or they can opt to have it stored 814 00:53:18,450 --> 00:53:23,270 in Zoom's Cloud. Then once it's been stored, then you 815 00:53:23,270 --> 00:53:26,550 have the ability to export it, archive it, set data 816 00:53:26,550 --> 00:53:30,190 retention policies around it. Then we also have the ability 817 00:53:30,190 --> 00:53:33,950 to transcribe every recording. If you don't want to go 818 00:53:33,950 --> 00:53:36,380 back and listen to a Zoom Phone call recording or 819 00:53:36,380 --> 00:53:40,180 a Zoom Meeting recording, we provide automatic transcription services for 820 00:53:40,180 --> 00:53:43,610 free, it's part of the plan. I want some of 821 00:53:43,610 --> 00:53:48,469 that. I'm going to start using that. All right. We 822 00:53:48,469 --> 00:53:54,469 getting close to the end here. Everybody in our market 823 00:53:54,469 --> 00:53:58,350 is obsessed with digital and AI right now, for customer 824 00:53:58,350 --> 00:54:01,989 experience and it's a worthwhile conversation. But we all have 825 00:54:01,989 --> 00:54:06,810 seen during the disruption that we've been going through this 826 00:54:06,810 --> 00:54:11,969 year, that every day, how voice is still important. Especially 827 00:54:12,280 --> 00:54:14,710 when you can escalate that to video and you can 828 00:54:14,710 --> 00:54:19,890 add screen- share and these other collaboration channels easily. It's 829 00:54:19,890 --> 00:54:23,930 the most reliable way to deal with complex issues. This 830 00:54:23,930 --> 00:54:27,630 year it's pushed a lot of limits. Voice is changing 831 00:54:27,880 --> 00:54:33,790 and it's changing probably forever. Voice with video and collaboration, 832 00:54:34,080 --> 00:54:39,239 to share views, is now becoming the standard. Zoom shows 833 00:54:39,239 --> 00:54:43,469 that the power of flexibility and video collaboration is clear. 834 00:54:43,580 --> 00:54:47,750 As two cloud companies, we are embracing the potential that 835 00:54:47,760 --> 00:54:52,210 API integration will let us create. Genesys is pleased to 836 00:54:52,210 --> 00:54:57,020 start now. We're bringing customers the flexibility of Zoom Phone 837 00:54:57,020 --> 00:55:01,330 today and yes, that's July. But as we showed, it's 838 00:55:01,330 --> 00:55:04,610 already being used by some customers and if you start 839 00:55:04,610 --> 00:55:07,380 poking around, you'll start seeing signs of it popping up 840 00:55:07,380 --> 00:55:13,800 all over the place. We're bringing customers onboard, we want 841 00:55:13,800 --> 00:55:17,330 to share this flexibility with you. We're excited about what's 842 00:55:17,330 --> 00:55:22,469 going to come next and Neil bring it home. All 843 00:55:22,469 --> 00:55:25,440 right. Well, I just wanted to thank everybody for joining 844 00:55:25,440 --> 00:55:30,600 today's webinar. Zoom is all about connecting people, just like 845 00:55:30,610 --> 00:55:33,430 Genesys is and we want to eliminate as much friction 846 00:55:33,430 --> 00:55:37,330 as possible in between all of those interactions. Working closely 847 00:55:37,330 --> 00:55:40,270 with Genesys, I think we're bringing the market, this summer, 848 00:55:40,270 --> 00:55:43,590 a best of breed solution to accommodate all of those 849 00:55:43,590 --> 00:55:47,340 interactions. I just want to thank Randy, thank Jeff, and 850 00:55:47,340 --> 00:55:49,410 the rest of the Genesys team for allowing us to 851 00:55:49,590 --> 00:55:53,930 be here today. All right. Thank you. Thank you both. 852 00:55:55,710 --> 00:56:00,390 Here's that URL. You guys have a great day. Josh, 853 00:56:01,870 --> 00:56:06,310 wind it up. Will do. Thanks everybody for attending today's 854 00:56:06,320 --> 00:56:09,330 webcast. As I mentioned before, if you missed anything throughout 855 00:56:09,330 --> 00:56:13,290 today's presentation, you accidentally joined late, that's okay. Stay tuned, 856 00:56:13,290 --> 00:56:15,610 within the next few business days, you will receive a 857 00:56:15,610 --> 00:56:17,770 link to the on- demand recording to view at your 858 00:56:17,770 --> 00:56:21,469 convenience. As everybody's already mentioned, and as you can see 859 00:56:21,469 --> 00:56:24,040 on your screen, make sure you check out genesis. com/ 860 00:56:24,040 --> 00:56:28,080 zoom for additional information. As always until next time, have 861 00:56:28,080 --> 00:56:28,820 a good one, everyone.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t7KLQAY"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys (Optional) Pre Header [this_page_title] (Optional) Sub Title Intro Here.[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. 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Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.[mktoform cms_hold="RG"] Meet the Speakers Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Best Practice Webinar Managing change: From on-premises to cloud [cutoff co_thick="2px"][webinarschedulesingle]Moving from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. Join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. You’ll learn: Essential components of managing change before, during and after a move to new contact center technology Lessons learned including what customers wished they had done differently How personalized migration plans and the Genesys team made it easier to navigate change Better customer and employee experiences await. Take the next step by registering today.[cutoff co_thick="2px"]1 00:00:04,850 --> 00:00:06,630 Good morning, evening and afternoon 2 00:00:06,630 --> 00:00:08,100 everyone. My name is Josh 3 00:00:08,100 --> 00:00:09,060 Reed and I'm going to 4 00:00:09,060 --> 00:00:10,140 be one of the moderators 5 00:00:10,140 --> 00:00:12,120 for today's presentation and let 6 00:00:12,120 --> 00:00:12,780 me be the first to 7 00:00:12,910 --> 00:00:13,880 welcome you to our on 8 00:00:13,880 --> 00:00:16,570 demand webinar, managing change from 9 00:00:16,570 --> 00:00:19,190 on premises to cloud. As 10 00:00:19,190 --> 00:00:19,950 per usual, I'm going to 11 00:00:19,950 --> 00:00:21,010 keep this short and sweet, 12 00:00:21,010 --> 00:00:21,500 but we do have a 13 00:00:21,500 --> 00:00:22,910 couple of housekeeping items I 14 00:00:22,910 --> 00:00:23,820 want to cover before we 15 00:00:23,820 --> 00:00:25,700 get started. First off, if 16 00:00:25,700 --> 00:00:27,510 you experience any problems viewing 17 00:00:27,510 --> 00:00:29,130 or listening to today's presentation, 18 00:00:29,400 --> 00:00:30,630 refresh your browser and make 19 00:00:30,630 --> 00:00:31,310 sure that it's up to 20 00:00:31,310 --> 00:00:33,240 date to support HTML5 as 21 00:00:33,240 --> 00:00:34,710 this usually fixes any console 22 00:00:34,710 --> 00:00:36,270 issues. It also might help 23 00:00:36,270 --> 00:00:36,980 to switch over to something 24 00:00:37,250 --> 00:00:39,100 like Chrome or Mozilla Firefox 25 00:00:39,100 --> 00:00:40,210 as well, as these are 26 00:00:40,210 --> 00:00:41,520 the best browsers to support 27 00:00:41,520 --> 00:00:44,640 the Webcast platform. And also 28 00:00:44,640 --> 00:00:45,830 note that we encourage you 29 00:00:45,830 --> 00:00:47,410 to submit questions to the Q& 30 00:00:47,730 --> 00:00:48,620 A window in the top 31 00:00:48,670 --> 00:00:49,870 middle of your screen, although 32 00:00:49,870 --> 00:00:50,820 this is an on demand 33 00:00:50,820 --> 00:00:52,690 recording, we will gather your 34 00:00:52,690 --> 00:00:54,210 questions after the fact and 35 00:00:54,210 --> 00:00:55,770 respond as promptly as we 36 00:00:55,770 --> 00:00:56,810 can within the next few 37 00:00:56,810 --> 00:00:58,160 business days. So if you hear 38 00:00:58,160 --> 00:00:59,590 anything throughout the presentation you 39 00:00:59,590 --> 00:01:00,520 want to learn more about, 40 00:01:00,520 --> 00:01:01,730 be sure to throw those questions 41 00:01:01,730 --> 00:01:04,150 in there. Also note that 42 00:01:04,190 --> 00:01:05,570 this is on demand, so you 43 00:01:05,570 --> 00:01:08,110 have full playback capabilities. If 44 00:01:08,110 --> 00:01:09,230 you miss anything, need to 45 00:01:09,230 --> 00:01:10,680 stop and take a meeting 46 00:01:10,680 --> 00:01:11,700 or anything like that, that's 47 00:01:11,700 --> 00:01:13,660 completely fine. You can pause, 48 00:01:13,660 --> 00:01:14,970 come back later, it's all 49 00:01:14,970 --> 00:01:18,220 up to your convenience. As 50 00:01:18,220 --> 00:01:19,500 I said, short and sweet. 51 00:01:20,020 --> 00:01:21,670 So I'm excited to introduce 52 00:01:21,670 --> 00:01:23,470 our panel today. We have 53 00:01:23,470 --> 00:01:25,360 my partner in crime here, 54 00:01:25,360 --> 00:01:26,830 Jody Thompson, she is going 55 00:01:26,830 --> 00:01:27,680 to be one of the 56 00:01:27,680 --> 00:01:29,490 moderators for today's- Presentation. She's 57 00:01:29,490 --> 00:01:31,800 the Senior Principal Business Consultant 58 00:01:31,800 --> 00:01:33,370 here at Genesys. We also 59 00:01:33,370 --> 00:01:35,450 have Laurie Bachland, the President 60 00:01:35,450 --> 00:01:37,410 of Strategic Contact. As well 61 00:01:37,410 --> 00:01:39,300 as two of our special 62 00:01:39,300 --> 00:01:40,970 customers from Coke Business Solutions. 63 00:01:40,970 --> 00:01:42,470 We have Julie Hopkins, the 64 00:01:42,470 --> 00:01:44,730 Project Manager and Dean the 65 00:01:44,730 --> 00:01:47,370 Platform Architect. So with all 66 00:01:47,370 --> 00:01:48,800 that being said, I'm actually 67 00:01:48,800 --> 00:01:50,210 going to hand things off to 68 00:01:50,210 --> 00:01:51,400 Jody today to kick off 69 00:01:51,480 --> 00:01:53,150 the conversation. Jody, the floor 70 00:01:53,150 --> 00:01:55,980 is yours. Thank you. Hi 71 00:01:55,980 --> 00:01:57,310 everyone, great to see you 72 00:01:57,640 --> 00:01:59,550 again. So let's talk about 73 00:01:59,550 --> 00:02:01,050 change. First of all, what 74 00:02:01,050 --> 00:02:01,780 I wanted to do is 75 00:02:01,870 --> 00:02:03,660 kick things off regarding level 76 00:02:03,660 --> 00:02:05,720 setting, what change management is. 77 00:02:05,720 --> 00:02:07,740 So change management is about 78 00:02:07,740 --> 00:02:11,090 ensuring individuals and organizational adoption 79 00:02:11,090 --> 00:02:13,710 of new technology. Also, about 80 00:02:13,770 --> 00:02:16,580 adoption of processes, roles, culture, 81 00:02:16,780 --> 00:02:18,110 all of that that comes 82 00:02:18,110 --> 00:02:20,130 with a contact center migration. 83 00:02:20,690 --> 00:02:22,500 So whether change is perceived 84 00:02:22,500 --> 00:02:24,730 as simple or complex, anticipating, 85 00:02:24,820 --> 00:02:26,240 preparing and manning for change 86 00:02:26,240 --> 00:02:28,410 is essential to any organization 87 00:02:28,410 --> 00:02:30,770 as we've discussed. One of 88 00:02:30,770 --> 00:02:31,750 the... I'm sorry, two of 89 00:02:31,830 --> 00:02:32,990 the top questions I hear 90 00:02:32,990 --> 00:02:36,520 from customers is" Why do 91 00:02:36,520 --> 00:02:37,820 change management in the first 92 00:02:37,820 --> 00:02:39,450 place?" And also, " How do 93 00:02:39,450 --> 00:02:41,570 other companies do change management?" 94 00:02:41,910 --> 00:02:44,050 So for today's conversation and 95 00:02:44,050 --> 00:02:45,500 we've talked about it before, 96 00:02:45,630 --> 00:02:46,390 we want to get your 97 00:02:46,390 --> 00:02:48,500 feedback and your insight. So 98 00:02:48,500 --> 00:02:49,420 I'm going to kick things 99 00:02:49,420 --> 00:02:51,470 over first to Laurie, and 100 00:02:51,470 --> 00:02:53,380 ask Laurie and then Julie, 101 00:02:53,920 --> 00:02:55,470 can you share with us 102 00:02:56,180 --> 00:02:59,050 what... about what change management 103 00:02:59,050 --> 00:03:01,970 means to you? Yeah. Thank 104 00:03:01,970 --> 00:03:06,360 you... It's one of my 105 00:03:06,360 --> 00:03:08,300 favorite topics. I got trained 106 00:03:08,300 --> 00:03:09,150 in it a long time 107 00:03:09,150 --> 00:03:10,720 ago and get to apply it 108 00:03:10,720 --> 00:03:12,130 on projects all the time 109 00:03:12,130 --> 00:03:13,230 as a consultant, I've worked 110 00:03:13,230 --> 00:03:13,980 with a lot of different 111 00:03:13,980 --> 00:03:16,450 companies. When I'm helping clients 112 00:03:16,450 --> 00:03:17,970 understand what we're talking about 113 00:03:17,970 --> 00:03:19,660 with change management, we say 114 00:03:19,660 --> 00:03:21,080 it's concepts and tools. Everyone 115 00:03:21,570 --> 00:03:23,670 understands that project management concept, 116 00:03:24,080 --> 00:03:25,710 but this is about helping, 117 00:03:25,710 --> 00:03:27,640 as you said, individuals and 118 00:03:27,640 --> 00:03:29,480 groups change. I like to 119 00:03:29,480 --> 00:03:30,160 think of it as a 120 00:03:30,160 --> 00:03:31,640 journey. Any project you're on 121 00:03:31,710 --> 00:03:33,230 a journey, and you want 122 00:03:33,230 --> 00:03:35,040 to bring everybody along successfully 123 00:03:35,040 --> 00:03:37,050 to that target destination, and 124 00:03:37,550 --> 00:03:38,350 you're going to hit some 125 00:03:38,350 --> 00:03:39,320 bumps. You're going to have 126 00:03:39,320 --> 00:03:40,900 some detours along the way 127 00:03:41,170 --> 00:03:42,730 and change management really helps 128 00:03:42,730 --> 00:03:44,790 everybody adjust and adapt as 129 00:03:44,790 --> 00:03:45,760 you go on that journey, 130 00:03:45,760 --> 00:03:47,110 and still hopefully end up 131 00:03:47,110 --> 00:03:48,420 at the right place together 132 00:03:48,420 --> 00:03:49,780 and able to get the 133 00:03:49,780 --> 00:03:52,410 benefits of that change. Good. 134 00:03:52,800 --> 00:03:54,330 Laurie, what's your insight to 135 00:03:54,400 --> 00:03:58,410 share? Yeah, thanks Laurie and so 136 00:03:58,660 --> 00:03:59,540 when I look at change 137 00:03:59,540 --> 00:04:01,420 management, I kind of... well 138 00:04:01,420 --> 00:04:02,680 I'm a project manager, so 139 00:04:02,680 --> 00:04:03,440 I view it from a 140 00:04:03,440 --> 00:04:05,870 project management and customer perspective. 141 00:04:06,430 --> 00:04:07,810 So anytime there is a 142 00:04:07,810 --> 00:04:09,860 project, there will be organizational 143 00:04:09,860 --> 00:04:11,620 changes that'll have to be 144 00:04:11,620 --> 00:04:13,100 thought through from a customer 145 00:04:13,100 --> 00:04:15,420 perspective and to Laurie's point, 146 00:04:15,420 --> 00:04:17,040 it's about identifying that bunch 147 00:04:17,040 --> 00:04:19,330 of people in a project. 148 00:04:19,330 --> 00:04:20,460 We call those the stake 149 00:04:20,460 --> 00:04:21,850 holders, and getting them bought 150 00:04:21,850 --> 00:04:23,640 into that vision and why 151 00:04:23,640 --> 00:04:24,960 the change is needed in 152 00:04:24,960 --> 00:04:26,440 determining the plan on how 153 00:04:26,440 --> 00:04:27,900 to get them to that 154 00:04:28,730 --> 00:04:30,570 desired state. So I feel 155 00:04:30,570 --> 00:04:32,150 like if you can create 156 00:04:32,150 --> 00:04:33,720 a framework or guard rails 157 00:04:33,720 --> 00:04:35,900 around that process, that really 158 00:04:35,900 --> 00:04:38,160 is very beneficial for organizations 159 00:04:38,160 --> 00:04:39,430 to be able to obtain 160 00:04:39,800 --> 00:04:40,680 and get to the goals 161 00:04:40,680 --> 00:04:43,790 of change management. Okay great. 162 00:04:43,790 --> 00:04:45,330 So we heard some keywords 163 00:04:45,330 --> 00:04:46,960 such as guardrails, which I 164 00:04:46,960 --> 00:04:48,620 really like that phrase and 165 00:04:48,980 --> 00:04:50,390 everything that was shared so 166 00:04:50,390 --> 00:04:52,020 far. But let's talk about 167 00:04:52,020 --> 00:04:54,130 real world experiences, so Dean, 168 00:04:54,730 --> 00:04:55,530 we'd like to hear from 169 00:04:55,530 --> 00:04:57,260 you regarding change management, but 170 00:04:57,260 --> 00:04:58,180 first, can you give us 171 00:04:58,180 --> 00:04:58,930 a little bit of a 172 00:04:58,930 --> 00:05:00,920 background as to what exactly 173 00:05:00,920 --> 00:05:02,430 what was driving change at 174 00:05:02,830 --> 00:05:05,130 Coke Global Solutions and address 175 00:05:05,130 --> 00:05:07,070 why change management became such 176 00:05:07,070 --> 00:05:08,620 an essential part of your 177 00:05:08,620 --> 00:05:10,880 organization. So if you'd like, 178 00:05:11,160 --> 00:05:12,290 I will push forward that 179 00:05:12,290 --> 00:05:14,410 first slide and you can 180 00:05:14,700 --> 00:05:17,180 give us some background. Sure. 181 00:05:18,160 --> 00:05:19,700 So yeah, we were doing 182 00:05:19,700 --> 00:05:21,340 a couple of things with 183 00:05:21,340 --> 00:05:22,600 this project. So I was 184 00:05:22,800 --> 00:05:24,180 obviously the technical resource for 185 00:05:24,180 --> 00:05:25,640 the project and Joy was 186 00:05:25,640 --> 00:05:27,610 my PM that coordinated the 187 00:05:29,820 --> 00:05:34,810 project. This particular piece of 188 00:05:34,810 --> 00:05:35,760 the project was part of 189 00:05:35,800 --> 00:05:36,870 I guess a program, which 190 00:05:36,870 --> 00:05:38,110 was a larger effort to 191 00:05:39,030 --> 00:05:40,580 bring Coke forward off of 192 00:05:40,580 --> 00:05:42,520 premise based infrastructure, some pretty 193 00:05:42,520 --> 00:05:44,010 common infrastructure. I think a lot of people 194 00:05:44,010 --> 00:05:46,050 will recognize and get into 195 00:05:47,290 --> 00:05:52,290 cloud services platform, Genesys being 196 00:05:52,290 --> 00:05:53,190 one of those. It was 197 00:05:53,190 --> 00:05:55,260 several things going on, but 198 00:05:55,260 --> 00:05:58,850 Genesys was obviously the focus 199 00:05:59,110 --> 00:06:00,190 that I had. So what 200 00:06:01,620 --> 00:06:03,780 this slide illustrates the larger 201 00:06:03,780 --> 00:06:05,320 footprint that we have for 202 00:06:05,320 --> 00:06:08,020 Coke Global Services that we 203 00:06:08,020 --> 00:06:10,690 provide to our customers to 204 00:06:10,690 --> 00:06:13,210 contact service contact center capability. 205 00:06:13,990 --> 00:06:15,100 These are some of the 206 00:06:15,720 --> 00:06:18,200 sister companies that we support 207 00:06:18,200 --> 00:06:19,550 in that effort. The next 208 00:06:19,550 --> 00:06:20,490 slide is the one that 209 00:06:20,680 --> 00:06:22,530 illustrates the actual project that 210 00:06:23,260 --> 00:06:24,650 Julie and I had worked on, 211 00:06:25,930 --> 00:06:27,570 and what we were doing 212 00:06:27,570 --> 00:06:29,360 with this piece of that 213 00:06:29,360 --> 00:06:33,110 larger project was consolidating two... 214 00:06:33,770 --> 00:06:35,060 up to that point, consolidating 215 00:06:35,060 --> 00:06:37,020 two separate workflows, one being 216 00:06:37,020 --> 00:06:38,220 HR and one being IT. 217 00:06:39,710 --> 00:06:42,840 Traditional inbound contact centers, pretty 218 00:06:42,840 --> 00:06:46,390 standard stuff. The HR... excuse 219 00:06:46,390 --> 00:06:47,740 me, the IT portion of 220 00:06:47,740 --> 00:06:49,230 that was already semi global. 221 00:06:49,230 --> 00:06:50,930 We had offices in Singapore 222 00:06:50,930 --> 00:06:53,100 and China, and as part 223 00:06:53,100 --> 00:06:54,510 of this project, we opened 224 00:06:54,520 --> 00:06:56,780 up three new offices all at 225 00:06:56,810 --> 00:06:58,340 the same time migrating them 226 00:06:58,420 --> 00:07:01,470 onto Pure Cloud, which I 227 00:07:01,470 --> 00:07:02,960 guess is now Genesys Cloud. 228 00:07:03,720 --> 00:07:04,880 So there was quite a 229 00:07:04,880 --> 00:07:07,260 bit of change going on 230 00:07:07,730 --> 00:07:08,440 as we went through that. 231 00:07:11,200 --> 00:07:12,600 With that change, what was one of the things 232 00:07:13,320 --> 00:07:14,570 that made change easier for 233 00:07:14,570 --> 00:07:19,600 your organization regarding technology? Well 234 00:07:19,600 --> 00:07:23,410 like Julie mentioned, having high 235 00:07:23,410 --> 00:07:25,230 level adoption, having a strategy 236 00:07:25,230 --> 00:07:28,970 that we were performing under... 237 00:07:30,240 --> 00:07:31,650 really helped us out there. 238 00:07:31,830 --> 00:07:33,360 Having that buy in from 239 00:07:33,360 --> 00:07:36,340 a high level that this 240 00:07:36,340 --> 00:07:37,550 is the strategy, this is 241 00:07:37,550 --> 00:07:40,810 what we're doing and understand 242 00:07:40,810 --> 00:07:42,290 that this is part of 243 00:07:42,290 --> 00:07:43,640 a very larger effort. Okay. 244 00:07:44,500 --> 00:07:45,400 So that was a big 245 00:07:45,400 --> 00:07:48,100 piece of it. So were 246 00:07:48,100 --> 00:07:49,750 there any top of mind concerns 247 00:07:49,750 --> 00:07:52,040 coming to the forefront when 248 00:07:52,040 --> 00:07:52,820 you were looking at the 249 00:07:52,820 --> 00:07:58,280 entire migration process? So probably 250 00:07:58,280 --> 00:08:00,060 some of the big concerns, 251 00:08:00,060 --> 00:08:01,050 we had a good grip 252 00:08:01,050 --> 00:08:02,760 on the technology. We had 253 00:08:02,760 --> 00:08:04,240 been using it for quite 254 00:08:04,240 --> 00:08:05,700 some time, well for about 255 00:08:05,700 --> 00:08:06,190 a year and a half 256 00:08:06,190 --> 00:08:09,650 up to this point. The concern 257 00:08:09,650 --> 00:08:11,570 that we had for rolling 258 00:08:11,570 --> 00:08:12,440 it out was probably more 259 00:08:12,440 --> 00:08:13,660 of a bottom up concern, 260 00:08:13,660 --> 00:08:15,900 which was the training aspect 261 00:08:15,900 --> 00:08:18,060 in getting the users comfortable 262 00:08:18,060 --> 00:08:19,320 with the application. Some of 263 00:08:19,320 --> 00:08:21,340 them were coming from well 264 00:08:21,340 --> 00:08:23,120 known or well understood platforms 265 00:08:23,120 --> 00:08:24,100 that they really liked and 266 00:08:24,100 --> 00:08:26,730 had a good comfort... sense 267 00:08:26,730 --> 00:08:28,890 of comfort around, and so 268 00:08:28,890 --> 00:08:30,600 in order to address that, 269 00:08:30,600 --> 00:08:32,590 we adopted a train to 270 00:08:32,590 --> 00:08:36,460 trainer mentality. Where we worked, 271 00:08:36,460 --> 00:08:37,420 Julie and I and then the 272 00:08:37,420 --> 00:08:38,870 rest of the project worked 273 00:08:38,870 --> 00:08:40,160 with what we called early 274 00:08:40,160 --> 00:08:42,560 adopters or power users. We 275 00:08:42,570 --> 00:08:43,760 got them into the platform 276 00:08:43,760 --> 00:08:45,130 early, we trained them, we 277 00:08:45,940 --> 00:08:46,920 got them to feel good 278 00:08:46,920 --> 00:08:48,270 about it so that they could 279 00:08:48,270 --> 00:08:50,370 then go back to their 280 00:08:50,370 --> 00:08:52,250 teams and be the people 281 00:08:52,250 --> 00:08:54,580 that really represented back to 282 00:08:54,580 --> 00:09:00,130 the end users. Part of this was that your technical change was because 283 00:09:00,510 --> 00:09:02,900 the system was aging and 284 00:09:02,900 --> 00:09:04,300 moving towards end of life 285 00:09:04,300 --> 00:09:05,700 support, so that's part of 286 00:09:05,700 --> 00:09:06,670 why you needed to make 287 00:09:06,670 --> 00:09:10,330 the change, correct? Yes. Correct. 288 00:09:10,330 --> 00:09:12,500 We had as an organization 289 00:09:12,500 --> 00:09:13,370 at a very high level 290 00:09:13,490 --> 00:09:15,310 had adopted a cloud first 291 00:09:15,740 --> 00:09:17,920 strategy, just across all IT 292 00:09:17,920 --> 00:09:19,350 services, all IT delivery and 293 00:09:19,560 --> 00:09:22,640 this was a piece of that. Okay and Julie, 294 00:09:22,640 --> 00:09:24,110 can you add anything addition 295 00:09:24,110 --> 00:09:24,710 to that, some of the 296 00:09:24,710 --> 00:09:26,720 type of mind concerns that 297 00:09:26,720 --> 00:09:28,610 came when you were moving 298 00:09:28,610 --> 00:09:32,850 forward with this migration? Yeah. 299 00:09:32,850 --> 00:09:35,510 Well number one, it's global 300 00:09:35,510 --> 00:09:37,700 change, right? So we had 301 00:09:37,700 --> 00:09:39,100 languages that we needed to 302 00:09:39,100 --> 00:09:42,710 verse across and so that 303 00:09:42,710 --> 00:09:45,210 made it particularly difficult was 304 00:09:45,770 --> 00:09:49,820 that language barrier. Okay. Anything 305 00:09:49,820 --> 00:09:51,690 else? is funny that Julie 306 00:09:51,690 --> 00:09:54,130 mentioned that because initially, I 307 00:09:54,130 --> 00:09:54,960 didn't see that as a 308 00:09:54,960 --> 00:09:56,110 concern. I didn't know enough 309 00:09:56,110 --> 00:09:57,170 about it to be concerned 310 00:09:57,170 --> 00:09:59,000 it at the time, and 311 00:09:59,000 --> 00:10:00,370 then as we started getting 312 00:10:00,370 --> 00:10:02,140 into it, then it became 313 00:10:02,140 --> 00:10:03,480 apparent that" Hey, this is 314 00:10:04,320 --> 00:10:04,670 a little bit of a 315 00:10:04,670 --> 00:10:05,680 new way to deliver this 316 00:10:05,680 --> 00:10:07,850 service." It wasn't a concern 317 00:10:07,850 --> 00:10:10,140 so much as it... it 318 00:10:10,140 --> 00:10:12,210 definitely registered as a nice 319 00:10:12,210 --> 00:10:15,820 little challenge. All right, well 320 00:10:15,820 --> 00:10:17,490 thank you on that. So 321 00:10:17,490 --> 00:10:19,680 now that we discussed what changes 322 00:10:19,680 --> 00:10:22,180 and challenges that you initially 323 00:10:22,180 --> 00:10:24,780 begin to face, we heard 324 00:10:24,780 --> 00:10:26,120 from you that we learn 325 00:10:26,120 --> 00:10:27,800 that everybody responds to change 326 00:10:27,800 --> 00:10:30,190 differently. This may range from 327 00:10:30,190 --> 00:10:31,690 those that welcome change and 328 00:10:31,690 --> 00:10:33,710 embrace something new, or those 329 00:10:33,710 --> 00:10:35,360 that will remain steadfast and 330 00:10:35,360 --> 00:10:37,510 preserve the status quo. So 331 00:10:37,550 --> 00:10:39,130 Laurie, I'd just like to 332 00:10:39,130 --> 00:10:40,640 get some insight from you 333 00:10:40,640 --> 00:10:42,390 as to what you're seeing 334 00:10:42,390 --> 00:10:43,530 with your clients who are 335 00:10:43,530 --> 00:10:45,270 facing change from a contact 336 00:10:45,270 --> 00:10:47,140 center, and really how do 337 00:10:47,140 --> 00:10:48,610 you go about getting that 338 00:10:50,470 --> 00:10:52,260 and methodology? So let me 339 00:10:52,260 --> 00:10:53,540 go ahead and push forward 340 00:10:53,670 --> 00:10:56,310 the slide to you. Yeah, 341 00:10:56,310 --> 00:10:57,460 and actually why don't you 342 00:10:57,460 --> 00:10:58,210 go to the next one? 343 00:10:58,710 --> 00:11:00,140 I'll talk about it from 344 00:11:00,140 --> 00:11:02,140 a little bit of various 345 00:11:02,140 --> 00:11:05,460 project but it's interesting when 346 00:11:05,460 --> 00:11:06,680 you say that about people 347 00:11:06,880 --> 00:11:07,840 embrace change. One of my 348 00:11:07,840 --> 00:11:10,690 favorite change management jokes, if 349 00:11:10,690 --> 00:11:11,340 you can call that a 350 00:11:11,340 --> 00:11:12,950 category of jokes is the 351 00:11:12,950 --> 00:11:14,350 only people who like change 352 00:11:14,350 --> 00:11:15,980 are wet babies and panhandlers. 353 00:11:19,430 --> 00:11:20,450 I use that all the 354 00:11:20,450 --> 00:11:22,210 time because even when people 355 00:11:22,210 --> 00:11:24,500 say they like change, what 356 00:11:24,500 --> 00:11:25,470 the reality is, is people 357 00:11:25,470 --> 00:11:26,340 like change when they're in 358 00:11:26,340 --> 00:11:27,720 control of it, right? They 359 00:11:27,720 --> 00:11:29,870 don't like change that... to 360 00:11:29,870 --> 00:11:31,700 them. They like changes that 361 00:11:31,700 --> 00:11:32,880 they decide to make and 362 00:11:32,880 --> 00:11:33,980 feel like, " Hey, I'm in 363 00:11:33,980 --> 00:11:35,210 charge of this thing." Right? 364 00:11:36,290 --> 00:11:38,180 So it's good listening to 365 00:11:39,110 --> 00:11:40,580 what Coke did and thinking 366 00:11:40,580 --> 00:11:42,010 about... I chuckle with the 367 00:11:42,010 --> 00:11:43,810 global footprint of what Dean 368 00:11:43,810 --> 00:11:45,260 put up with the graphic 369 00:11:45,260 --> 00:11:46,470 there, and talking about the 370 00:11:46,470 --> 00:11:47,610 language thing. There's all kinds 371 00:11:47,610 --> 00:11:48,770 of culture, right? It's easy 372 00:11:48,770 --> 00:11:49,990 to look at global and 373 00:11:49,990 --> 00:11:51,470 say, " Well there's cultural differences." 374 00:11:51,470 --> 00:11:52,540 But even within a given 375 00:11:52,540 --> 00:11:53,840 company, I mean different sites 376 00:11:53,840 --> 00:11:55,860 could have cultural differences. Your 377 00:11:55,860 --> 00:11:57,470 contact center could have cultural 378 00:11:57,470 --> 00:11:59,700 differences compared to your back 379 00:11:59,700 --> 00:12:02,040 office for example, and then 380 00:12:02,320 --> 00:12:04,130 you mentioned the different people 381 00:12:04,130 --> 00:12:06,530 impacted, the users, the people 382 00:12:06,870 --> 00:12:08,190 that have a phone or 383 00:12:08,190 --> 00:12:10,810 have a particular desktop interface 384 00:12:11,090 --> 00:12:12,520 versus the IT people, who 385 00:12:12,520 --> 00:12:15,090 have certain roles and responsibilities. 386 00:12:16,450 --> 00:12:18,480 Then management that might have 387 00:12:18,480 --> 00:12:20,170 a perspective that's a little 388 00:12:20,170 --> 00:12:21,500 bit oblivious to how important 389 00:12:21,500 --> 00:12:23,230 these processes and technology are 390 00:12:23,230 --> 00:12:25,250 to individuals and groups. So 391 00:12:25,250 --> 00:12:26,110 I think when you're looking 392 00:12:26,110 --> 00:12:27,620 at the challenge of change, 393 00:12:27,620 --> 00:12:28,990 and the opportunity with new 394 00:12:29,190 --> 00:12:31,810 projects, cloud for example is 395 00:12:31,810 --> 00:12:33,560 to understand all that and 396 00:12:33,590 --> 00:12:34,790 even when people say, " Oh, 397 00:12:34,790 --> 00:12:36,100 we're excited about this new 398 00:12:36,160 --> 00:12:37,960 system." Recognize that everybody's going 399 00:12:37,960 --> 00:12:38,700 to look at it a little 400 00:12:38,700 --> 00:12:40,190 differently and have a little 401 00:12:40,190 --> 00:12:41,930 bit different set up reactions, 402 00:12:42,190 --> 00:12:44,260 maybe fears in that. So 403 00:12:44,260 --> 00:12:45,870 this slide, I just throw 404 00:12:45,870 --> 00:12:47,870 some ideas out there and 405 00:12:47,870 --> 00:12:48,730 the first one is just 406 00:12:48,730 --> 00:12:50,030 the cloud, moving to the 407 00:12:50,030 --> 00:12:50,930 cloud in general and of 408 00:12:50,930 --> 00:12:52,280 course, we'll talk more about a lot of 409 00:12:52,850 --> 00:12:53,650 people have done that on 410 00:12:53,650 --> 00:12:55,050 the fly here with the 411 00:12:55,050 --> 00:12:56,970 virus impacts, but people were 412 00:12:57,820 --> 00:12:59,640 resistant in some cases and 413 00:12:59,640 --> 00:13:00,990 this is a push forward 414 00:13:01,210 --> 00:13:02,690 and changes IT's roles and 415 00:13:02,690 --> 00:13:04,780 responsibilities, and how people interact 416 00:13:04,780 --> 00:13:06,480 with a vendor. What the 417 00:13:06,480 --> 00:13:08,580 users can do themselves versus 418 00:13:08,620 --> 00:13:10,590 what the IT people do. 419 00:13:11,530 --> 00:13:13,580 Then the other ones are examples and everybody 420 00:13:13,580 --> 00:13:14,470 can think about... this is 421 00:13:14,810 --> 00:13:16,140 a trigger for the people 422 00:13:16,680 --> 00:13:17,470 that are listening to the 423 00:13:17,470 --> 00:13:18,800 Webcast to think about the 424 00:13:18,800 --> 00:13:19,970 kinds of changes you make 425 00:13:19,970 --> 00:13:21,210 and how those impact people. 426 00:13:21,570 --> 00:13:23,080 Like I said, a changing a 427 00:13:23,080 --> 00:13:24,680 phone or changing a desktop 428 00:13:24,680 --> 00:13:28,490 interface, a new workforce management 429 00:13:28,490 --> 00:13:30,500 tool, or quality monitoring that's 430 00:13:30,500 --> 00:13:31,670 going to be used differently. 431 00:13:31,670 --> 00:13:33,130 The tools different and oh 432 00:13:33,130 --> 00:13:34,070 my gosh, what are they 433 00:13:34,070 --> 00:13:34,810 going to do with it, 434 00:13:34,810 --> 00:13:36,990 right? So this is a 435 00:13:36,990 --> 00:13:38,170 starter to think about what 436 00:13:38,170 --> 00:13:39,040 are the risks if you 437 00:13:39,040 --> 00:13:41,030 don't do change management and 438 00:13:41,030 --> 00:13:43,000 bring people along? Versus if 439 00:13:43,000 --> 00:13:44,120 you put change management in 440 00:13:44,120 --> 00:13:45,780 place, which ultimately, the goal 441 00:13:45,780 --> 00:13:47,020 is to get people to 442 00:13:47,020 --> 00:13:49,330 embrace it, hopefully be advocates 443 00:13:49,330 --> 00:13:50,730 of it and not have 444 00:13:50,730 --> 00:13:51,950 them be... I used the 445 00:13:51,950 --> 00:13:55,180 word saboteurs, somebody that resists- 446 00:13:55,180 --> 00:13:57,250 I saw that. Yeah. As 447 00:13:57,250 --> 00:13:59,300 a result, impacts other people's 448 00:13:59,400 --> 00:14:01,150 ideas about a change, right? 449 00:14:01,150 --> 00:14:02,140 We want to create change 450 00:14:02,140 --> 00:14:04,790 advocates and not people that 451 00:14:04,790 --> 00:14:05,880 are going to put up 452 00:14:05,880 --> 00:14:06,960 their own barriers and by 453 00:14:06,960 --> 00:14:09,400 doing that, might actually impact 454 00:14:09,400 --> 00:14:10,550 other people. So I hope 455 00:14:10,550 --> 00:14:11,560 this table works, is something 456 00:14:11,600 --> 00:14:13,510 that triggers people thinking about 457 00:14:14,070 --> 00:14:15,160 the different things that do 458 00:14:15,160 --> 00:14:17,080 impact individuals and groups as 459 00:14:17,080 --> 00:14:18,360 they change with new systems 460 00:14:18,360 --> 00:14:22,550 and capabilities. Okay great. So 461 00:14:22,550 --> 00:14:24,280 Julie, I want to kick 462 00:14:24,290 --> 00:14:25,730 things off with you, but 463 00:14:25,940 --> 00:14:27,430 everybody has their own best 464 00:14:27,430 --> 00:14:28,490 practice and one of the 465 00:14:28,490 --> 00:14:29,560 things I think all of 466 00:14:29,560 --> 00:14:30,930 us can agree from our 467 00:14:30,930 --> 00:14:33,480 experience in change management is 468 00:14:33,480 --> 00:14:35,280 their... it's not one size 469 00:14:35,280 --> 00:14:36,490 fits all. There is not 470 00:14:36,490 --> 00:14:38,370 one approach or one methodology 471 00:14:38,370 --> 00:14:39,810 that is the best, but 472 00:14:39,810 --> 00:14:40,850 you really need to look 473 00:14:40,850 --> 00:14:41,900 at what is best for 474 00:14:41,900 --> 00:14:44,160 you and your organization? So 475 00:14:44,160 --> 00:14:46,870 Julie, I'll move to this 476 00:14:46,870 --> 00:14:47,970 slide I believe is what 477 00:14:47,970 --> 00:14:48,880 you want me to cover. 478 00:14:48,900 --> 00:14:51,700 Yeah. Hear from you as 479 00:14:51,700 --> 00:14:53,310 to what was the best 480 00:14:53,310 --> 00:14:55,290 approaches and practices for you and 481 00:14:55,450 --> 00:14:57,560 your organization to manage and 482 00:14:57,560 --> 00:15:01,490 adopt change. Right. Well part 483 00:15:01,490 --> 00:15:02,890 of our change and Dean 484 00:15:02,890 --> 00:15:04,380 alluded to this, was it 485 00:15:04,380 --> 00:15:05,730 was part of a large 486 00:15:05,730 --> 00:15:07,330 enterprise initiative and it was 487 00:15:07,330 --> 00:15:10,900 across... it affected every employee, 488 00:15:10,900 --> 00:15:12,070 and so as part of 489 00:15:12,070 --> 00:15:13,420 it, it was a little 490 00:15:13,420 --> 00:15:15,200 bit of packaged up within 491 00:15:15,200 --> 00:15:17,500 that big enterprise change. But 492 00:15:17,500 --> 00:15:19,460 within that big enterprise change 493 00:15:19,460 --> 00:15:21,310 from an awareness perspective, we 494 00:15:21,310 --> 00:15:22,880 created what we call change 495 00:15:22,880 --> 00:15:25,530 network leads. So across all 496 00:15:25,530 --> 00:15:26,660 our different companies and our 497 00:15:26,660 --> 00:15:29,530 organizations, we created a lead 498 00:15:29,530 --> 00:15:32,110 person that, that was a 499 00:15:32,110 --> 00:15:33,230 role, right? Was to be 500 00:15:33,230 --> 00:15:35,500 the change advocate, so they 501 00:15:35,500 --> 00:15:36,930 would... we would communicate with 502 00:15:36,930 --> 00:15:37,660 them and then they would 503 00:15:37,660 --> 00:15:39,970 go back to their folks 504 00:15:40,110 --> 00:15:41,370 at their company and they 505 00:15:41,370 --> 00:15:43,450 would be able to inform 506 00:15:43,450 --> 00:15:44,530 their people about where the 507 00:15:44,530 --> 00:15:46,440 project was at, and then 508 00:15:46,440 --> 00:15:48,250 they would advocate the changes 509 00:15:48,250 --> 00:15:49,800 that were happening. So that 510 00:15:49,800 --> 00:15:51,800 was very helpful throughout the 511 00:15:51,800 --> 00:15:57,350 project. And the model that 512 00:15:57,350 --> 00:15:58,830 you displayed right now, is 513 00:15:58,830 --> 00:15:59,980 that a method that you 514 00:15:59,980 --> 00:16:04,440 used? Yeah. I would say 515 00:16:04,550 --> 00:16:06,440 we don't maybe use it 516 00:16:06,550 --> 00:16:08,730 formally. Maybe more- Right. We 517 00:16:08,730 --> 00:16:10,470 think about it when we use project 518 00:16:10,470 --> 00:16:13,760 management more informally, but definitely 519 00:16:14,190 --> 00:16:15,230 as I thought through this 520 00:16:15,230 --> 00:16:17,940 project, it does fall into 521 00:16:17,940 --> 00:16:22,180 the same model. Okay. And 522 00:16:22,180 --> 00:16:23,670 I would say one of 523 00:16:23,670 --> 00:16:25,120 the most important things back 524 00:16:25,120 --> 00:16:26,880 on the other slide and 525 00:16:27,400 --> 00:16:28,900 following up to what Laurie 526 00:16:28,900 --> 00:16:30,480 said is that I think 527 00:16:30,480 --> 00:16:32,130 the reinforcement piece of it 528 00:16:32,460 --> 00:16:33,520 at the end of that 529 00:16:33,520 --> 00:16:35,890 change is really important. It's 530 00:16:35,890 --> 00:16:37,860 just having those open lines 531 00:16:37,860 --> 00:16:39,590 of communication for folks to 532 00:16:40,830 --> 00:16:43,290 continue to adapt to the 533 00:16:43,290 --> 00:16:46,140 changes that have happened. Okay. 534 00:16:47,150 --> 00:16:48,070 You guys had shared with 535 00:16:48,070 --> 00:16:49,050 me when we were prepping 536 00:16:49,050 --> 00:16:50,590 for this, and I think 537 00:16:50,590 --> 00:16:52,410 you just mentioned it Laurie, 538 00:16:52,670 --> 00:16:54,440 but Dean, you mentioned the 539 00:16:54,440 --> 00:16:56,110 train the trainer model that was 540 00:16:56,110 --> 00:16:58,620 very successful in managing change. 541 00:16:59,060 --> 00:17:01,440 Then Julie, your change advocates, 542 00:17:01,440 --> 00:17:03,050 were those the power users 543 00:17:03,050 --> 00:17:04,160 that you were mentioning to 544 00:17:04,160 --> 00:17:08,260 us earlier? No, so we 545 00:17:08,260 --> 00:17:09,220 had talked about training the 546 00:17:09,220 --> 00:17:10,640 trainer and that was more 547 00:17:10,640 --> 00:17:12,990 specific to the support centers. 548 00:17:13,800 --> 00:17:15,630 So we trained... we picked 549 00:17:15,630 --> 00:17:17,420 out a subject matter expert 550 00:17:17,420 --> 00:17:18,640 at the support centers and 551 00:17:18,640 --> 00:17:19,720 then train them, so that 552 00:17:19,720 --> 00:17:20,820 they can then in turn go 553 00:17:20,820 --> 00:17:25,690 train their support team, but 554 00:17:25,690 --> 00:17:26,850 they were not the same as 555 00:17:26,850 --> 00:17:29,700 the change network leaders. Okay. 556 00:17:31,280 --> 00:17:32,340 It was funny when Laurie 557 00:17:32,340 --> 00:17:33,370 mentioned, I was thinking about 558 00:17:33,370 --> 00:17:35,690 that I visualize those people 559 00:17:35,690 --> 00:17:37,220 as change advocates because they 560 00:17:37,220 --> 00:17:38,890 represented the application back to the people 561 00:17:38,890 --> 00:17:40,080 I was most concerned with, 562 00:17:40,800 --> 00:17:42,190 but I think from the 563 00:17:42,210 --> 00:17:43,960 change management perspective, it was 564 00:17:44,190 --> 00:17:46,700 really more the change leads 565 00:17:47,350 --> 00:17:48,280 that you were talking about 566 00:17:48,300 --> 00:17:50,690 Julie. So essentially there were 567 00:17:50,690 --> 00:17:52,150 two different dynamics going on 568 00:17:52,150 --> 00:17:55,660 there. Okay, and Dean, you've 569 00:17:55,660 --> 00:17:57,310 been very passionate about expressing 570 00:17:57,310 --> 00:17:58,880 that a good project management is important in 571 00:17:59,930 --> 00:18:02,070 the overall change management strategy, 572 00:18:02,070 --> 00:18:03,120 as well as the migration. 573 00:18:03,120 --> 00:18:04,710 Could you speak to that? 574 00:18:07,330 --> 00:18:08,750 Yeah. It's important. Having a 575 00:18:08,750 --> 00:18:10,850 good project manager is important, 576 00:18:12,320 --> 00:18:13,500 and it's... we talk about 577 00:18:13,500 --> 00:18:14,920 this a lot and it's 578 00:18:14,920 --> 00:18:15,940 one of those things that 579 00:18:15,940 --> 00:18:18,900 I struggle with defining what 580 00:18:18,900 --> 00:18:20,920 exactly good project management is 581 00:18:20,920 --> 00:18:23,330 and it's definitely one of those things when 582 00:18:23,330 --> 00:18:25,140 you see it. But I 583 00:18:25,170 --> 00:18:28,000 think to the extent that 584 00:18:28,140 --> 00:18:30,680 individual contributors within a project 585 00:18:30,680 --> 00:18:32,130 can focus on their deliverables 586 00:18:32,170 --> 00:18:34,500 and their tasks and not 587 00:18:34,500 --> 00:18:35,350 really have to worry so 588 00:18:35,350 --> 00:18:36,520 much about what everybody else 589 00:18:36,520 --> 00:18:38,350 is doing, and not have 590 00:18:38,350 --> 00:18:39,210 to think about those other 591 00:18:39,210 --> 00:18:40,260 things. They can just stay 592 00:18:40,260 --> 00:18:42,230 on target and do their 593 00:18:42,230 --> 00:18:44,930 thing. We really had that 594 00:18:44,990 --> 00:18:46,540 luxury in this project, and 595 00:18:46,960 --> 00:18:50,340 when you're dealing with a complex environment, 596 00:18:51,080 --> 00:18:53,530 a complex transition, it's nice 597 00:18:53,800 --> 00:18:54,540 for me if you're in 598 00:18:54,540 --> 00:18:56,140 a technical role to not 599 00:18:56,140 --> 00:18:57,510 have to worry about the 600 00:18:57,510 --> 00:19:00,240 soft aspects dealing with customers 601 00:19:00,240 --> 00:19:03,190 that are not really liking 602 00:19:03,190 --> 00:19:05,370 what they're having to go through. So- 603 00:19:05,370 --> 00:19:07,650 Yeah, we're good. This change 604 00:19:07,650 --> 00:19:09,620 is a result of having 605 00:19:09,620 --> 00:19:12,190 good technology and a good champion to tie 606 00:19:12,190 --> 00:19:14,610 into your project management. So 607 00:19:14,610 --> 00:19:16,240 you've spoken to us about 608 00:19:16,240 --> 00:19:17,390 it's a bigger picture than 609 00:19:17,390 --> 00:19:18,970 that, and that vision and 610 00:19:19,040 --> 00:19:20,880 that liaison and that partnership 611 00:19:20,880 --> 00:19:22,480 is really important. So could 612 00:19:22,480 --> 00:19:23,470 you elaborate a little bit 613 00:19:23,470 --> 00:19:26,310 more on the technology champion 614 00:19:26,310 --> 00:19:27,700 and partnership that you were 615 00:19:28,030 --> 00:19:29,610 looking to make sure moves 616 00:19:29,610 --> 00:19:30,860 you forward with what you're 617 00:19:30,860 --> 00:19:34,750 trying to achieve? Yeah. It 618 00:19:34,750 --> 00:19:35,770 worked well. That happened in 619 00:19:35,770 --> 00:19:37,410 real time when we had 620 00:19:37,410 --> 00:19:39,480 selected Genesys to partner with 621 00:19:39,480 --> 00:19:42,580 on this. In terms of 622 00:19:42,630 --> 00:19:44,210 this being our primary platform, 623 00:19:45,490 --> 00:19:46,740 this project wasn't in scope 624 00:19:46,740 --> 00:19:48,290 yet. I was generally aware 625 00:19:48,290 --> 00:19:50,200 that there was some capabilities 626 00:19:50,200 --> 00:19:51,110 we'd be able to leverage, 627 00:19:51,110 --> 00:19:53,280 but it didn't really crystallize 628 00:19:53,440 --> 00:19:55,520 until the requirements for the 629 00:19:55,520 --> 00:19:58,790 project popped up. So that 630 00:19:58,790 --> 00:20:00,010 forced us or gave us 631 00:20:00,010 --> 00:20:03,410 the opportunity to give our 632 00:20:03,700 --> 00:20:05,040 customers some options on how 633 00:20:05,040 --> 00:20:07,310 they managed their workflows and 634 00:20:07,310 --> 00:20:10,190 how we interacted with the 635 00:20:10,190 --> 00:20:12,670 application and going the speech 636 00:20:12,970 --> 00:20:14,140 piece and the language piece 637 00:20:14,140 --> 00:20:15,310 was a big component of 638 00:20:15,310 --> 00:20:18,170 that. We shifted from using 639 00:20:18,470 --> 00:20:19,930 traditional white files and audio 640 00:20:19,930 --> 00:20:21,840 files, which worked very well 641 00:20:21,840 --> 00:20:24,140 for quite a while and we 642 00:20:24,160 --> 00:20:25,740 shifted into more of a 643 00:20:25,740 --> 00:20:27,970 text to speech capability of 644 00:20:27,970 --> 00:20:29,550 multiple language text to speech 645 00:20:29,550 --> 00:20:33,940 capability, which that was interesting. 646 00:20:34,360 --> 00:20:35,220 A lot of people learned 647 00:20:35,220 --> 00:20:36,100 a lot of things about 648 00:20:37,020 --> 00:20:40,140 other languages. It allowed us 649 00:20:40,310 --> 00:20:46,820 to use some capabilities of PureCloud 650 00:20:47,740 --> 00:20:48,570 to pretty good effect, so it was nice. Okay, and the last piece because it's one 651 00:20:48,570 --> 00:20:50,880 of my favorites on how 652 00:20:50,880 --> 00:20:54,170 before we get to Laurie 653 00:20:54,220 --> 00:20:56,440 is Julie, and you mentioned 654 00:20:56,440 --> 00:20:58,290 earlier the reinforcement and the 655 00:20:58,290 --> 00:20:59,820 creative ideas, so could you 656 00:20:59,820 --> 00:21:01,360 explain how you were leveraging 657 00:21:02,300 --> 00:21:02,950 and some of the other 658 00:21:02,950 --> 00:21:05,640 creative ideas to help reinforce 659 00:21:06,100 --> 00:21:09,240 adopting change? Sure, so we 660 00:21:09,240 --> 00:21:10,520 set up a team site, 661 00:21:10,520 --> 00:21:12,330 or I should say the 662 00:21:12,330 --> 00:21:15,470 tech... the telephony team set 663 00:21:15,470 --> 00:21:17,000 up a team site and 664 00:21:17,000 --> 00:21:18,170 we use that team site 665 00:21:18,170 --> 00:21:19,050 for people to be able 666 00:21:19,050 --> 00:21:20,710 to ask questions all throughout 667 00:21:20,710 --> 00:21:22,420 the project. We tried to 668 00:21:22,420 --> 00:21:23,270 get away from all the 669 00:21:23,270 --> 00:21:26,550 emails flooding our box and 670 00:21:26,550 --> 00:21:27,830 rather have them ask the 671 00:21:27,830 --> 00:21:29,400 questions directly in there and 672 00:21:29,400 --> 00:21:31,970 we created global groups within 673 00:21:31,970 --> 00:21:33,390 the team site. So we 674 00:21:33,390 --> 00:21:35,320 could section it off a 675 00:21:35,320 --> 00:21:37,010 little bit, but... so they're 676 00:21:37,020 --> 00:21:38,080 able to come in there 677 00:21:38,080 --> 00:21:39,310 and ask questions of the 678 00:21:39,310 --> 00:21:42,120 team and get support around 679 00:21:42,120 --> 00:21:44,750 the clock. Then also, Dean 680 00:21:44,750 --> 00:21:45,680 has set up a great 681 00:21:45,680 --> 00:21:47,470 Yammer group site so that 682 00:21:48,010 --> 00:21:49,590 ongoing, he could put in 683 00:21:49,590 --> 00:21:50,510 there if there is any 684 00:21:50,510 --> 00:21:52,130 issues or tips and tricks 685 00:21:52,130 --> 00:21:53,270 that come up. He posts 686 00:21:53,270 --> 00:21:54,440 that on the Yammer group 687 00:21:54,440 --> 00:21:56,670 and people can subscribe to that 688 00:21:57,240 --> 00:21:58,770 and watch that. So it's 689 00:21:58,770 --> 00:22:00,980 been a really good way 690 00:22:00,980 --> 00:22:02,950 to handle that change across 691 00:22:02,950 --> 00:22:04,180 the organization and get that 692 00:22:04,180 --> 00:22:07,550 communication out ongoing. And again, 693 00:22:07,550 --> 00:22:09,110 it reinforces that there's not 694 00:22:09,110 --> 00:22:10,910 one methodology, it really is 695 00:22:10,910 --> 00:22:12,080 what fits best in your 696 00:22:12,110 --> 00:22:15,120 organization. So let's talk about 697 00:22:15,120 --> 00:22:15,840 some of the things that 698 00:22:15,840 --> 00:22:16,960 you've seen with the clients 699 00:22:16,960 --> 00:22:18,980 that you support and how 700 00:22:18,980 --> 00:22:21,040 you help them navigate through 701 00:22:21,040 --> 00:22:22,840 change management. So did you 702 00:22:22,840 --> 00:22:23,590 want me to flip to 703 00:22:23,590 --> 00:22:24,550 a slide here, or are 704 00:22:24,550 --> 00:22:27,770 you just going to I 705 00:22:27,770 --> 00:22:29,020 think it'll nicely tie in 706 00:22:29,020 --> 00:22:30,170 some of the things that 707 00:22:30,500 --> 00:22:31,910 Julie and Dean are pointing 708 00:22:31,910 --> 00:22:36,340 out here. So the project 709 00:22:36,340 --> 00:22:38,460 management methodology along with the change 710 00:22:38,460 --> 00:22:40,360 management methodology kind of working 711 00:22:40,360 --> 00:22:41,600 hand in hand, right? Whether 712 00:22:42,320 --> 00:22:44,420 it's a formal methodology, so 713 00:22:44,770 --> 00:22:46,810 refer to ADKAR from Prosci 714 00:22:47,120 --> 00:22:48,320 and that's where I was 715 00:22:48,800 --> 00:22:51,210 trained and the ADKAR for anyone 716 00:22:51,210 --> 00:22:52,900 that's not familiar is awareness, 717 00:22:52,900 --> 00:22:55,340 desire, knowledge, ability and reinforcement. 718 00:22:55,340 --> 00:22:56,600 And as Julie's chart showed, 719 00:22:56,600 --> 00:22:57,730 it gives you a structure 720 00:22:57,730 --> 00:22:59,370 for thinking about how individuals 721 00:22:59,370 --> 00:23:01,140 change and therefore how an 722 00:23:01,140 --> 00:23:03,480 organization might change. The other 723 00:23:03,480 --> 00:23:05,330 thing that I like about 724 00:23:05,330 --> 00:23:07,670 that concept of how Prosci 725 00:23:07,670 --> 00:23:09,300 teaches it and again, other 726 00:23:09,300 --> 00:23:10,860 methodologies are very similar, but 727 00:23:10,860 --> 00:23:11,610 that's just the one I 728 00:23:11,610 --> 00:23:13,060 know and have written about 729 00:23:13,060 --> 00:23:15,830 and everything, but back on 730 00:23:15,830 --> 00:23:17,760 slide A is that it 731 00:23:17,760 --> 00:23:19,470 aligns with a project management 732 00:23:19,470 --> 00:23:20,940 methodology in the sense of 733 00:23:20,940 --> 00:23:22,560 starting early, right? So you 734 00:23:22,560 --> 00:23:23,960 see the preparing for it, 735 00:23:23,960 --> 00:23:25,510 that's getting the right resources 736 00:23:25,510 --> 00:23:26,910 lined up and building out 737 00:23:26,910 --> 00:23:28,140 plans and thinking about all 738 00:23:28,140 --> 00:23:30,350 the different elements. Managing the 739 00:23:30,350 --> 00:23:32,360 change as you're actually planning 740 00:23:32,360 --> 00:23:34,460 and implementing and then reinforcing 741 00:23:34,460 --> 00:23:36,070 the Yammer and teams groups 742 00:23:36,070 --> 00:23:39,840 being good examples. Metrics, celebrations, 743 00:23:39,840 --> 00:23:40,840 all kinds of things come 744 00:23:40,840 --> 00:23:42,710 into play there, right? So 745 00:23:42,710 --> 00:23:44,530 whatever methodology someone uses, the 746 00:23:44,530 --> 00:23:46,410 principals can be very similar 747 00:23:46,410 --> 00:23:49,200 and I always emphasize to 748 00:23:49,480 --> 00:23:50,940 our clients that even if 749 00:23:50,940 --> 00:23:52,060 you don't go to some 750 00:23:52,060 --> 00:23:53,370 kind of formal methodology, and 751 00:23:53,370 --> 00:23:55,410 again project management's similar. Not 752 00:23:55,410 --> 00:23:56,760 everybody runs a project with 753 00:23:56,760 --> 00:23:59,480 a certified PMP, right? But 754 00:23:59,480 --> 00:24:01,220 if you apply the principles 755 00:24:01,360 --> 00:24:02,700 that go with PMP, just 756 00:24:02,700 --> 00:24:04,050 like you do with change 757 00:24:04,050 --> 00:24:06,270 management of doing it throughout 758 00:24:06,270 --> 00:24:08,760 the project, having multiple elements 759 00:24:08,760 --> 00:24:10,020 to it, that includes more 760 00:24:10,020 --> 00:24:10,930 than just" Hey, I'm going 761 00:24:11,050 --> 00:24:12,020 to train you before we 762 00:24:12,020 --> 00:24:14,420 go live next week." Or 763 00:24:14,420 --> 00:24:15,450 an email that comes out 764 00:24:15,450 --> 00:24:16,140 and says, " Hey, we're getting 765 00:24:16,140 --> 00:24:17,680 this new system and be 766 00:24:17,680 --> 00:24:18,630 aware, you'll get some new 767 00:24:18,640 --> 00:24:20,990 training." No, it's engaging and 768 00:24:20,990 --> 00:24:22,400 they gave great examples getting 769 00:24:22,400 --> 00:24:23,950 people involved early on and 770 00:24:23,950 --> 00:24:24,980 having a say in what 771 00:24:24,980 --> 00:24:27,400 things look like, and helping 772 00:24:27,400 --> 00:24:30,210 people along. Having supervisors help 773 00:24:30,210 --> 00:24:32,250 their direct staff and having 774 00:24:32,250 --> 00:24:34,040 executives. You mentioned the champion, 775 00:24:34,040 --> 00:24:35,430 the sponsorship, these are all 776 00:24:35,430 --> 00:24:36,740 things that are really important 777 00:24:36,740 --> 00:24:37,960 to the success, and they 778 00:24:37,960 --> 00:24:39,510 live throughout the project. They're 779 00:24:39,510 --> 00:24:41,130 not just an event in time, 780 00:24:41,750 --> 00:24:42,850 they're certainly not just an 781 00:24:42,850 --> 00:24:43,730 event right at the cut 782 00:24:43,730 --> 00:24:45,540 over. They start early and 783 00:24:45,540 --> 00:24:48,300 they're continuous throughout the project. 784 00:24:48,300 --> 00:24:51,980 So communication, coaching, managing the 785 00:24:51,980 --> 00:24:53,900 resistance that occurs. You have 786 00:24:53,900 --> 00:24:55,230 to help each individual through 787 00:24:55,240 --> 00:24:56,580 the process, and as you 788 00:24:56,580 --> 00:24:57,890 do, you're bringing... we talked 789 00:24:57,890 --> 00:24:58,770 about the journey and the 790 00:24:58,770 --> 00:25:00,330 guard rails, right? We're bringing 791 00:25:00,330 --> 00:25:01,680 everybody along the journey and 792 00:25:01,680 --> 00:25:02,970 hopefully keeping them within the 793 00:25:03,300 --> 00:25:04,650 guardrails as we get to 794 00:25:05,050 --> 00:25:07,250 that destination, and then have 795 00:25:07,250 --> 00:25:08,130 some fun when we get 796 00:25:08,130 --> 00:25:09,340 there, right? That we're going 797 00:25:09,340 --> 00:25:10,430 to enjoy this new place 798 00:25:10,430 --> 00:25:11,390 we've gotten to and get 799 00:25:11,390 --> 00:25:12,650 the benefits out of it 800 00:25:13,040 --> 00:25:14,040 that help our company, our 801 00:25:14,040 --> 00:25:16,420 customers, our staff. That's really 802 00:25:16,420 --> 00:25:19,130 the goal. Great. All right 803 00:25:19,130 --> 00:25:20,830 and as you were indicating 804 00:25:21,420 --> 00:25:22,770 how we get there and 805 00:25:22,770 --> 00:25:24,340 its real life, so we talked 806 00:25:24,340 --> 00:25:25,750 about the why and the how 807 00:25:25,750 --> 00:25:26,830 and the real life with 808 00:25:26,830 --> 00:25:29,270 the examples of Coke, but 809 00:25:29,320 --> 00:25:30,860 life does get real and 810 00:25:30,860 --> 00:25:32,040 in the midst of the COVID- 811 00:25:32,070 --> 00:25:33,840 19, I thought maybe let's 812 00:25:33,840 --> 00:25:35,500 just speak to a few 813 00:25:35,500 --> 00:25:39,130 points Dean and Laurie, can 814 00:25:39,130 --> 00:25:40,810 you imagine if you didn't 815 00:25:40,810 --> 00:25:42,040 move to the cloud? Some 816 00:25:42,040 --> 00:25:43,210 of the challenges you may 817 00:25:43,210 --> 00:25:45,080 have faced, or what challenges 818 00:25:45,080 --> 00:25:46,520 did you not face in 819 00:25:46,520 --> 00:25:48,070 the midst of COVID, because 820 00:25:48,070 --> 00:25:50,510 you've had the agility of 821 00:25:50,510 --> 00:25:52,010 this new type of solution 822 00:25:52,010 --> 00:25:54,210 you've implemented. So Dean, any 823 00:25:54,210 --> 00:25:57,310 thoughts to share? Well yeah, it would have been 824 00:25:57,960 --> 00:26:00,250 a circus. That's for sure. 825 00:26:00,800 --> 00:26:02,480 The timing of it was 826 00:26:02,910 --> 00:26:05,420 very fortunate for us. Like 827 00:26:05,420 --> 00:26:07,000 we had talked about, this 828 00:26:06,970 --> 00:26:08,140 had been part of a 829 00:26:08,140 --> 00:26:11,140 much larger effort and it 830 00:26:11,140 --> 00:26:13,320 came together pretty nicely. The 831 00:26:14,960 --> 00:26:16,430 outcome of that, the benefit of 832 00:26:16,430 --> 00:26:18,620 that was not just the 833 00:26:18,620 --> 00:26:19,660 basic fact that we could 834 00:26:19,660 --> 00:26:21,500 have all of the resources work 835 00:26:21,500 --> 00:26:22,630 from home, which we did 836 00:26:22,630 --> 00:26:23,700 and we did it globally. 837 00:26:24,080 --> 00:26:27,290 That included China and India 838 00:26:27,290 --> 00:26:29,630 and Poland, that was very 839 00:26:29,630 --> 00:26:31,450 nice. The real outcome for 840 00:26:31,450 --> 00:26:34,690 all that was that my 841 00:26:34,690 --> 00:26:36,520 customer, which in this case 842 00:26:36,520 --> 00:26:38,420 were HR and IT contact 843 00:26:38,420 --> 00:26:39,980 center, service centers, they were 844 00:26:39,980 --> 00:26:41,510 able to serve their customers 845 00:26:41,510 --> 00:26:43,140 who had a whole other 846 00:26:43,140 --> 00:26:44,320 set of issues pop up. 847 00:26:44,970 --> 00:26:46,590 They were able- Serve those customers 848 00:26:46,590 --> 00:26:48,650 and take an increased amount 849 00:26:48,650 --> 00:26:50,600 of volume because of that 850 00:26:50,600 --> 00:26:53,230 situation, and not have to 851 00:26:53,230 --> 00:26:54,280 worry about the tool that 852 00:26:54,280 --> 00:26:55,090 they were using to do 853 00:26:55,090 --> 00:26:57,580 it. It just happened basically 854 00:26:57,580 --> 00:26:59,350 par for the course. They 855 00:26:59,410 --> 00:27:00,830 didn't really have to worry 856 00:27:00,830 --> 00:27:02,030 about it too much and 857 00:27:02,460 --> 00:27:05,830 that was very nice. Good, and Laurie, 858 00:27:05,830 --> 00:27:08,530 given that companies are involved 859 00:27:08,530 --> 00:27:09,900 in migration are already moving 860 00:27:09,900 --> 00:27:11,700 towards a new normal, how 861 00:27:11,700 --> 00:27:14,100 has the COVID situation impacted 862 00:27:14,840 --> 00:27:18,250 your organization and strategy? Yeah, 863 00:27:18,270 --> 00:27:19,670 so I mean we've been... 864 00:27:19,890 --> 00:27:21,870 as consultants, we're helping people 865 00:27:21,870 --> 00:27:23,600 with cloud solutions or deciding 866 00:27:23,600 --> 00:27:24,300 should they go to the 867 00:27:24,300 --> 00:27:25,470 cloud all the time, right? 868 00:27:25,470 --> 00:27:26,390 For years we've been doing 869 00:27:26,390 --> 00:27:29,500 that and there was definitely 870 00:27:29,500 --> 00:27:31,570 lots of momentum, but this 871 00:27:31,570 --> 00:27:33,560 is a breakthrough, right? I 872 00:27:33,560 --> 00:27:35,330 say people that were entrenched 873 00:27:35,330 --> 00:27:36,180 in their bunker of like, " 874 00:27:36,200 --> 00:27:38,160 Oh no, I'm afraid or 875 00:27:38,160 --> 00:27:40,240 it's too expensive over time. I want 876 00:27:40,800 --> 00:27:43,600 have control." Those barriers got 877 00:27:43,600 --> 00:27:45,660 busted pretty fast with COVID. 878 00:27:45,660 --> 00:27:46,690 So a lot of people 879 00:27:46,690 --> 00:27:47,570 were on cloud and they 880 00:27:47,570 --> 00:27:48,630 could take advantage of it 881 00:27:48,900 --> 00:27:51,730 anytime, anywhere model. It's never 882 00:27:51,730 --> 00:27:53,010 been a better time for 883 00:27:53,010 --> 00:27:55,230 that. I wrote an article 884 00:27:55,230 --> 00:27:56,650 recently about resiliency and I 885 00:27:56,650 --> 00:27:58,020 put cloud as my number 886 00:27:58,020 --> 00:28:00,600 one technology enabler, right? It 887 00:28:00,600 --> 00:28:02,520 really helps people and Coke's 888 00:28:02,520 --> 00:28:03,740 example of they were ready 889 00:28:03,740 --> 00:28:04,940 to do that. So I 890 00:28:04,940 --> 00:28:06,650 think it's really taken the 891 00:28:06,650 --> 00:28:09,130 resistant leaders, whether they were 892 00:28:09,560 --> 00:28:10,890 IT or finance or whatever department 893 00:28:11,470 --> 00:28:12,980 they were in, it's been 894 00:28:12,980 --> 00:28:14,060 a breakthrough to say, " Wow, 895 00:28:14,470 --> 00:28:15,190 we got to do this. 896 00:28:15,190 --> 00:28:16,080 We got to make sure 897 00:28:16,080 --> 00:28:17,160 our people are safe." That 898 00:28:17,160 --> 00:28:18,210 could be home agents. It 899 00:28:18,210 --> 00:28:19,790 could... we have clients that 900 00:28:19,790 --> 00:28:21,140 have scattered people in buildings, 901 00:28:21,140 --> 00:28:22,940 right? Back office people work 902 00:28:22,940 --> 00:28:24,610 from home and contact center 903 00:28:24,610 --> 00:28:25,710 people are spread out in 904 00:28:25,710 --> 00:28:27,680 other buildings. There's different models 905 00:28:27,680 --> 00:28:28,650 that people have done to 906 00:28:28,650 --> 00:28:30,000 keep their staff safe. Not 907 00:28:30,000 --> 00:28:31,320 everybody can work from home 908 00:28:31,320 --> 00:28:33,510 easily. Right. So those are 909 00:28:33,970 --> 00:28:35,100 some neat things that we've 910 00:28:35,100 --> 00:28:36,960 seen in terms of the 911 00:28:36,960 --> 00:28:38,900 reaction and the resiliency that 912 00:28:38,900 --> 00:28:41,420 people have. I think we 913 00:28:41,420 --> 00:28:42,680 just need to recognize that 914 00:28:42,680 --> 00:28:44,960 need for agility going forward, 915 00:28:44,960 --> 00:28:47,360 whether it's whatever else coronavirus 916 00:28:47,360 --> 00:28:48,410 throws at us or other 917 00:28:48,410 --> 00:28:50,240 things that businesses are changing. 918 00:28:50,380 --> 00:28:51,550 It's no longer just like, " 919 00:28:51,780 --> 00:28:52,390 Oh, we might have a 920 00:28:52,390 --> 00:28:54,220 hurricane, we need business continuity 921 00:28:54,220 --> 00:28:56,130 disaster recovery." Right? We are 922 00:28:56,410 --> 00:28:58,690 volume is volatile and some 923 00:28:58,690 --> 00:29:00,080 places it's up like crazy, 924 00:29:00,080 --> 00:29:01,390 some places it's down like 925 00:29:01,390 --> 00:29:03,020 crazy and then we just 926 00:29:03,020 --> 00:29:04,120 need this agility to be 927 00:29:04,120 --> 00:29:06,060 able to move to home, 928 00:29:06,060 --> 00:29:07,330 move to other buildings, maybe 929 00:29:07,330 --> 00:29:09,880 some move back hopefully. Okay. 930 00:29:09,930 --> 00:29:11,520 Lots of things. It's a 931 00:29:11,520 --> 00:29:13,010 change game and in that 932 00:29:13,010 --> 00:29:14,330 article, I mentioned the resiliency 933 00:29:14,330 --> 00:29:15,660 article. I emphasize that you got 934 00:29:15,660 --> 00:29:16,520 to have a plan that 935 00:29:16,520 --> 00:29:17,930 thinks about all these things 936 00:29:17,930 --> 00:29:18,950 and that you're ready. A 937 00:29:18,950 --> 00:29:19,670 lot of people did it 938 00:29:19,670 --> 00:29:21,120 on the fly, but now's 939 00:29:21,120 --> 00:29:21,940 the time and cloud's a 940 00:29:21,940 --> 00:29:24,560 huge enabler for that. So 941 00:29:24,560 --> 00:29:26,060 Dean, what's the new normal 942 00:29:26,060 --> 00:29:31,020 for your organization? Well I don't 943 00:29:31,270 --> 00:29:33,470 know. We maybe in it, right? 944 00:29:33,980 --> 00:29:35,620 This may be it. We 945 00:29:35,620 --> 00:29:36,820 are currently that I have 946 00:29:36,820 --> 00:29:38,080 been seeing and I'm sure 947 00:29:38,490 --> 00:29:40,580 Julie's seen some chatter about 948 00:29:40,580 --> 00:29:41,910 coming back into the office, 949 00:29:43,020 --> 00:29:45,340 and I think people start coming 950 00:29:45,340 --> 00:29:47,330 in in small groups, and 951 00:29:48,260 --> 00:29:48,900 people want to get out of 952 00:29:48,930 --> 00:29:50,070 the house. I know that, 953 00:29:50,700 --> 00:29:51,540 but I think- A lot 954 00:29:51,540 --> 00:29:54,180 of people will probably adjust 955 00:29:54,690 --> 00:29:55,900 their perspective on this as 956 00:29:55,900 --> 00:29:58,920 a result. Julie, before I 957 00:29:58,920 --> 00:30:00,080 ask you for some final 958 00:30:00,080 --> 00:30:02,410 thoughts and recommendations, would love 959 00:30:02,410 --> 00:30:05,080 to hear what is the 960 00:30:05,080 --> 00:30:07,780 new normal to you? Yeah. 961 00:30:08,400 --> 00:30:09,560 I mean personally, I think 962 00:30:09,560 --> 00:30:10,730 the new normal for me 963 00:30:10,730 --> 00:30:11,950 is working from home. I 964 00:30:13,720 --> 00:30:15,010 kind of like this environment. 965 00:30:15,010 --> 00:30:16,410 I know others don't and 966 00:30:16,860 --> 00:30:18,670 it's just not conducive to 967 00:30:18,670 --> 00:30:23,080 them, but... yeah, the cloud and 968 00:30:23,240 --> 00:30:29,160 the internet connectivity has really 969 00:30:29,160 --> 00:30:30,780 played into this, right? I 970 00:30:30,780 --> 00:30:33,450 mean, it's all what we're doing now 971 00:30:33,450 --> 00:30:36,830 for work. Okay. So as we start 972 00:30:36,890 --> 00:30:38,430 to wrap up this conversation 973 00:30:38,430 --> 00:30:39,780 of change management as we 974 00:30:39,780 --> 00:30:41,700 see, it's broad in many 975 00:30:41,700 --> 00:30:43,510 different things, not just technology 976 00:30:43,510 --> 00:30:44,700 but just what the new 977 00:30:44,700 --> 00:30:47,220 normal is. Julie, any final 978 00:30:47,220 --> 00:30:49,020 thoughts or recommendations that you 979 00:30:49,020 --> 00:30:50,900 want to reiterate and emphasize? 980 00:30:50,940 --> 00:30:52,310 Because you and your team 981 00:30:52,310 --> 00:30:54,770 just did such remarkable things 982 00:30:54,770 --> 00:30:56,240 that at times, I can just 983 00:30:56,240 --> 00:30:57,610 think you're like, " Well that's 984 00:30:57,610 --> 00:30:58,950 just business as usual." But 985 00:30:58,950 --> 00:31:00,000 it was incredible that the 986 00:31:01,040 --> 00:31:02,680 accomplishments that you did with 987 00:31:02,680 --> 00:31:05,650 the languages, getting people to 988 00:31:05,650 --> 00:31:07,710 let things go, so please 989 00:31:07,710 --> 00:31:09,530 share with us any final... 990 00:31:10,280 --> 00:31:11,990 recommendations and sing the praises 991 00:31:11,990 --> 00:31:14,750 of your team. Well yeah, 992 00:31:15,380 --> 00:31:17,270 it was definitely a team 993 00:31:17,270 --> 00:31:18,210 event, right? It takes a 994 00:31:18,210 --> 00:31:20,750 great team, but I would 995 00:31:20,750 --> 00:31:22,330 just say from a recommendation 996 00:31:22,330 --> 00:31:25,120 is to develop that organizational 997 00:31:25,120 --> 00:31:27,230 change framework and those guardrails 998 00:31:27,230 --> 00:31:28,730 that we talked about, and 999 00:31:28,730 --> 00:31:29,580 then tune it as you 1000 00:31:29,580 --> 00:31:30,860 apply the model to your 1001 00:31:30,870 --> 00:31:33,290 projects and your changes. You're 1002 00:31:33,350 --> 00:31:33,980 not going to get it 1003 00:31:33,980 --> 00:31:35,440 right the first time, right? 1004 00:31:35,480 --> 00:31:39,440 And it's okay. it's okay. 1005 00:31:39,590 --> 00:31:41,870 It's ever evolving, it's ever 1006 00:31:41,970 --> 00:31:43,750 changing what we're having to 1007 00:31:43,750 --> 00:31:45,590 do now, right? So create 1008 00:31:45,590 --> 00:31:46,990 a safe environment for your 1009 00:31:46,990 --> 00:31:48,960 customers and your stakeholders to 1010 00:31:48,960 --> 00:31:51,710 give feedback. After, during your 1011 00:31:51,710 --> 00:31:54,850 projects, right? Constant feedback, we 1012 00:31:54,850 --> 00:31:56,770 need that feedback and then 1013 00:31:56,770 --> 00:31:57,980 we need the agility to 1014 00:31:57,980 --> 00:31:59,430 make those changes as we're 1015 00:31:59,430 --> 00:32:00,940 going through the process, and 1016 00:32:00,940 --> 00:32:03,210 then apply that feedback and 1017 00:32:04,070 --> 00:32:05,270 often times when we start 1018 00:32:05,270 --> 00:32:06,290 a new project, we don't 1019 00:32:06,380 --> 00:32:07,620 stop and go, " Okay, what 1020 00:32:07,620 --> 00:32:08,960 lessons did we learn from 1021 00:32:09,000 --> 00:32:10,990 other projects that we can 1022 00:32:10,990 --> 00:32:12,670 apply to this new project 1023 00:32:12,670 --> 00:32:14,860 or change, right?" So just 1024 00:32:15,250 --> 00:32:18,330 be flexible, be adaptable and 1025 00:32:18,850 --> 00:32:20,430 maybe our organization is so 1026 00:32:20,430 --> 00:32:21,580 large and complex that you 1027 00:32:21,580 --> 00:32:24,580 need to create a group 1028 00:32:24,590 --> 00:32:26,440 of individuals to take on 1029 00:32:26,440 --> 00:32:28,330 this responsibility. We are lucky 1030 00:32:28,330 --> 00:32:29,370 enough at Coke to have 1031 00:32:29,370 --> 00:32:32,220 an organizational change management team 1032 00:32:32,680 --> 00:32:34,090 that helps us out in 1033 00:32:34,090 --> 00:32:37,010 this area. So yeah, look 1034 00:32:37,010 --> 00:32:39,960 at that complexity and adapt. 1035 00:32:39,960 --> 00:32:43,450 And- So that's my- Dean, 1036 00:32:43,450 --> 00:32:45,640 I think it's finding talent like Julie 1037 00:32:46,360 --> 00:32:48,140 really brings it home on 1038 00:32:48,140 --> 00:32:48,930 what needs to be done 1039 00:32:48,930 --> 00:32:52,780 for change management. Oh absolutely 1040 00:32:52,780 --> 00:32:54,450 yeah, and in the adapt 1041 00:32:54,530 --> 00:32:56,220 piece really hits home with 1042 00:32:56,220 --> 00:32:58,160 me. I think with a 1043 00:32:58,160 --> 00:32:59,700 project that goes on for 1044 00:32:59,700 --> 00:33:02,650 weeks or months, within a 1045 00:33:02,650 --> 00:33:03,900 program that goes on for 1046 00:33:04,060 --> 00:33:05,700 that long things are going 1047 00:33:05,700 --> 00:33:06,630 to go wrong. You're not 1048 00:33:06,630 --> 00:33:07,650 going to get everything right 1049 00:33:07,700 --> 00:33:08,780 100% of the time, things 1050 00:33:08,780 --> 00:33:08,900 are going to go wrong. 1051 00:33:08,900 --> 00:33:10,380 You're not going to get everything right 100% of the time. It's a good sports 1052 00:33:10,380 --> 00:33:13,300 or football metaphor, Tom Brady's 1053 00:33:13,300 --> 00:33:14,800 won a lot of Super 1054 00:33:14,800 --> 00:33:16,190 Bowls, but he doesn't get 1055 00:33:17,140 --> 00:33:18,920 touchdown on every play. There's... 1056 00:33:19,200 --> 00:33:20,060 he turns the ball over every 1057 00:33:20,250 --> 00:33:20,850 once in a while, there's 1058 00:33:20,850 --> 00:33:22,990 fumbles and that kind of stuff, but 1059 00:33:22,990 --> 00:33:24,330 you got to keep looking 1060 00:33:24,330 --> 00:33:26,070 downfield and keep driving towards 1061 00:33:26,070 --> 00:33:27,690 that goal and adapt and adjust. 1062 00:33:28,510 --> 00:33:31,700 Okay. Laurie, you've talked very 1063 00:33:31,700 --> 00:33:34,410 passionately about resiliency and planning, 1064 00:33:34,410 --> 00:33:35,830 so any final thoughts or 1065 00:33:35,830 --> 00:33:39,120 recommendations on changing change management? 1066 00:33:40,130 --> 00:33:41,040 Yeah, I guess I would 1067 00:33:41,040 --> 00:33:42,870 just emphasize what I've seen 1068 00:33:42,870 --> 00:33:44,080 in the past, so pre- 1069 00:33:44,080 --> 00:33:47,290 COVID, both change management and 1070 00:33:47,290 --> 00:33:48,770 resiliency planning, what used to 1071 00:33:48,770 --> 00:33:50,760 be business continuity, disaster recovery 1072 00:33:50,760 --> 00:33:52,090 was one of those things 1073 00:33:52,090 --> 00:33:53,410 everybody probably thought, " Oh, we 1074 00:33:53,410 --> 00:33:54,460 should do that." But they 1075 00:33:54,480 --> 00:33:56,540 didn't prioritize it. They didn't 1076 00:33:56,770 --> 00:33:58,960 invest in it. I call 1077 00:33:58,960 --> 00:34:00,330 it insurance policies. It's the 1078 00:34:00,330 --> 00:34:01,060 kind of thing that you 1079 00:34:01,060 --> 00:34:02,230 don't like spending money on, 1080 00:34:02,230 --> 00:34:03,100 but boy are you glad 1081 00:34:03,100 --> 00:34:03,820 you have it when you 1082 00:34:03,820 --> 00:34:05,820 need it. I think we've 1083 00:34:05,820 --> 00:34:06,940 all learned, " Boy, do we 1084 00:34:06,940 --> 00:34:08,700 need it." Right? So I 1085 00:34:08,700 --> 00:34:10,300 think going forward, I hope 1086 00:34:10,300 --> 00:34:11,320 that everybody will have a 1087 00:34:11,320 --> 00:34:14,000 new prioritization of that both 1088 00:34:14,050 --> 00:34:15,990 applying change management to help 1089 00:34:15,990 --> 00:34:18,220 people, this is a difficult 1090 00:34:18,220 --> 00:34:19,450 time, it's a scary time 1091 00:34:19,450 --> 00:34:20,790 and we got more ahead, 1092 00:34:20,790 --> 00:34:21,860 right? Nobody thinks this is 1093 00:34:21,860 --> 00:34:23,150 a short little path we're 1094 00:34:23,150 --> 00:34:25,210 on and companies will continue 1095 00:34:25,210 --> 00:34:26,290 to adjust in ways they 1096 00:34:26,290 --> 00:34:28,550 can't foresee right now. So 1097 00:34:28,550 --> 00:34:30,200 I think prioritizing that and 1098 00:34:30,200 --> 00:34:32,070 using the tools of change 1099 00:34:32,070 --> 00:34:33,580 management like they do project 1100 00:34:33,580 --> 00:34:36,180 management and putting some emphasis 1101 00:34:36,180 --> 00:34:38,400 on the resiliency planning, so 1102 00:34:38,400 --> 00:34:40,490 that they can... like Julia 1103 00:34:40,490 --> 00:34:41,440 was saying, learn from the 1104 00:34:41,440 --> 00:34:43,020 last time and do the 1105 00:34:43,020 --> 00:34:44,350 things a little bit better. 1106 00:34:44,350 --> 00:34:45,280 I'm sure there's a lot 1107 00:34:45,280 --> 00:34:46,310 of people working from home 1108 00:34:46,310 --> 00:34:47,700 going, " This is not ideal. 1109 00:34:48,540 --> 00:34:49,380 I don't have the screen" 1110 00:34:50,470 --> 00:34:51,710 IT departments going, " We don't 1111 00:34:51,710 --> 00:34:53,230 have exactly the security we 1112 00:34:53,230 --> 00:34:54,370 need." There's all kinds of 1113 00:34:54,370 --> 00:34:55,330 things you can think about, 1114 00:34:55,330 --> 00:34:57,860 right? So hopefully learns from 1115 00:34:57,860 --> 00:34:59,210 it, takes it forward and 1116 00:34:59,210 --> 00:35:00,070 gets it right, and helps 1117 00:35:00,070 --> 00:35:01,390 people adapt to the changes 1118 00:35:01,390 --> 00:35:03,070 that are inevitably ahead on 1119 00:35:03,070 --> 00:35:06,000 projects or things that get 1120 00:35:06,000 --> 00:35:06,920 thrown at us that we 1121 00:35:06,920 --> 00:35:09,500 have to react to. Well 1122 00:35:09,500 --> 00:35:10,390 it's been a pleasure to 1123 00:35:10,390 --> 00:35:12,390 hear everybody, because out in 1124 00:35:12,390 --> 00:35:13,730 the field and it's actually 1125 00:35:13,730 --> 00:35:15,070 applied, really think it's the 1126 00:35:15,070 --> 00:35:17,170 best story. What we've heard 1127 00:35:17,170 --> 00:35:18,360 today from all of you 1128 00:35:18,360 --> 00:35:19,830 is that you decide what 1129 00:35:19,830 --> 00:35:21,050 the best practice was for 1130 00:35:21,050 --> 00:35:23,020 you in your organization. You 1131 00:35:23,020 --> 00:35:24,880 leverage lessons learned, I love 1132 00:35:25,110 --> 00:35:26,220 the message, " It's okay to 1133 00:35:26,220 --> 00:35:30,240 make mistakes." I think it's 1134 00:35:30,240 --> 00:35:31,300 fair to say that too 1135 00:35:31,300 --> 00:35:32,990 often change management has always 1136 00:35:32,990 --> 00:35:34,520 been seen as a nonessential 1137 00:35:34,520 --> 00:35:35,440 and a nice to have, 1138 00:35:35,440 --> 00:35:37,540 but it is actually extremely 1139 00:35:37,540 --> 00:35:39,470 important and an essential component 1140 00:35:39,860 --> 00:35:41,640 to not only increase the 1141 00:35:41,640 --> 00:35:43,160 adoption, but make it a 1142 00:35:43,160 --> 00:35:45,490 reality. Whatever that new normal 1143 00:35:45,490 --> 00:35:47,630 is and to simply achieve 1144 00:35:47,630 --> 00:35:49,210 your vision. So with that, 1145 00:35:49,210 --> 00:35:50,080 I'd like to thank all 1146 00:35:50,080 --> 00:35:51,320 of you for sharing your 1147 00:35:51,320 --> 00:35:53,270 insight, your stories, which I 1148 00:35:53,270 --> 00:35:54,950 really love and your personal 1149 00:35:54,950 --> 00:35:57,410 experiences. Last chance for any 1150 00:35:57,410 --> 00:35:58,990 final comments and messages you 1151 00:35:58,990 --> 00:36:00,280 want to share. If not, 1152 00:36:00,280 --> 00:36:01,880 I'll hand everything back over 1153 00:36:01,880 --> 00:36:06,660 to Josh. Thank you. cue 1154 00:36:06,660 --> 00:36:14,940 to Josh. Sounds good. Well thanks everybody 1155 00:36:14,940 --> 00:36:17,360 on the panel. Absolutely awesome 1156 00:36:17,360 --> 00:36:20,050 discussion. Everybody in the audience 1157 00:36:20,050 --> 00:36:21,510 who are watching this on 1158 00:36:21,510 --> 00:36:22,930 demand, be sure to check 1159 00:36:22,930 --> 00:36:24,040 out the resource list below, 1160 00:36:24,040 --> 00:36:25,570 the Q& A window, clicking 1161 00:36:25,570 --> 00:36:26,520 those links will open up 1162 00:36:26,520 --> 00:36:27,380 in a new tab in 1163 00:36:27,380 --> 00:36:29,110 your browser and truly expand 1164 00:36:29,110 --> 00:36:30,490 on today's topic of change 1165 00:36:30,490 --> 00:36:33,630 management. And on behalf of 1166 00:36:33,630 --> 00:36:34,760 the entire team and all 1167 00:36:34,760 --> 00:36:36,000 of our presenters on the 1168 00:36:36,000 --> 00:36:37,010 panel today, I want to thank you for 1169 00:36:37,810 --> 00:36:39,070 your time in attending this 1170 00:36:39,070 --> 00:36:41,090 on demand webinar, and until 1171 00:36:41,090 --> 00:36:42,130 next time, have a good 1172 00:36:42,130 --> 00:36:45,560 one. you. Thanks. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6fSQAQ"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services AppFoundry Webinar The role of Voice AI in business continuity [cutoff co_thick="2px"]Friday, May 29, 2020 at 8AM PST Business-as-usual in the call center is transforming — from the technology to analyze calls, to team structure, to how remote agents are enabled to provide more empathetic customer experiences. As we enter month three of one of the biggest global disruptions contact centers have seen, business continuity is becoming an increasingly delicate challenge. From assessing financial and operational risks to helping a newly-minted remote workforce rapidly adopt new messaging and processes, agility will be the defining feature of contact centers who are able to weather the storm. And Voice AI is a tool that can help you succeed. In this webinar, you’ll learn: Top voice interactions you should be monitoring to mitigate business impact of COVID-19 Ways to use Voice AI to improve customer experiences at scale How to leverage voice calls to coach your agents on empathy and productivity Actionable tips for automating QA process and agent evaluations Practical ways to surface compliance and safety risks [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73oQAA"] Meet the Speaker Pete Lee VP of Global Alliances and Sales Observe.AI AppFoundry Webinar Five ways to leverage AI and agent assist to improve customer experience [cutoff co_thick="2px"]Wednesday, June 3, 2020 at 8AM PST The percentage of difficult inquiries that agents receive has more than doubled since the COVID-19 pandemic hit the global economy. In addition, supporting remote workers puts more pressure on your communications and support processes. This informative and fast-paced webinar will focus on the cutting-edge technologies and integrations you can use to get more out of your current contact center resources. Get details on five new technologies you can use now to improve the efficiency and quality of your remote workforce. Sign up for this webinar today. Free gifts and promotions will be given away at the live webinar.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73KQAQ"] Meet the Speakers Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Director, Solution Consultants Shelf On-Demand LinkedIn Live Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]Register now for this On-Demand LinkedIn Live session where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences.[cutoff co_thick="2px"]1 00:00:15,330 --> 00:00:17,630 Thank you all for joining. I'm excited to be here 2 00:00:17,630 --> 00:00:21,550 today to talk about Genesys AI. My name is Elcenora 3 00:00:21,550 --> 00:00:24,600 Martinez, and I'm the VP of product management for AI 4 00:00:24,600 --> 00:00:28,800 here at Genesys. I'm Dan Arra. I am the VP 5 00:00:28,800 --> 00:00:34,240 of sales for AI at Genesys. So let me walk 6 00:00:34,240 --> 00:00:37,220 you through what we'll be talking about today, and at 7 00:00:37,220 --> 00:00:39,910 any point in time if you have any questions, please 8 00:00:39,910 --> 00:00:41,730 feel free to ask them in the chat. We are 9 00:00:41,730 --> 00:00:43,500 going to have folks that are going to be monitoring 10 00:00:43,500 --> 00:00:46,190 live and able to ask your questions, and if you 11 00:00:46,190 --> 00:00:49,640 do miss anything, this whole recording will be available on 12 00:00:49,640 --> 00:00:53,260 Genesys. com in a couple of days. So today we're 13 00:00:53,260 --> 00:00:55,610 going to be talking about a couple of trends that 14 00:00:55,610 --> 00:00:59,370 you really can't afford to ignore and how those dovetail 15 00:00:59,370 --> 00:01:02,450 really nicely into what we believe is a roadmap for 16 00:01:02,450 --> 00:01:06,690 success. We're going to talk about why Genesys AI and 17 00:01:06,690 --> 00:01:09,800 introduce you to this notion of experience as a service, 18 00:01:09,800 --> 00:01:12,730 which is a best way to supersize the experience that 19 00:01:12,740 --> 00:01:15,900 you're providing your customers today. We're going to go deep 20 00:01:15,900 --> 00:01:18,950 into our predictive engagement product, which is one of our 21 00:01:18,950 --> 00:01:22,270 lead offerings on the AI portfolio. Then we're going to 22 00:01:22,270 --> 00:01:25,870 talk about where to go for more information or if 23 00:01:25,870 --> 00:01:31,340 you would like some additional demonstrations. So first and foremost, 24 00:01:31,430 --> 00:01:33,350 AI is here to stay. I don't think I have 25 00:01:33,350 --> 00:01:37,540 to tell anyone that. IDC estimates that this is a 26 00:01:37,540 --> 00:01:40,900 market that's going to grow to $ 97 billion by 27 00:01:40,910 --> 00:01:45,280 2023, and that over 50% of interactions are going to 28 00:01:45,280 --> 00:01:48,750 be augmented or enriched by AI. But what we want 29 00:01:48,750 --> 00:01:51,910 to do is inspire any chief marketing officers or chief 30 00:01:51,910 --> 00:01:55,440 experience officers to understand how AI can help you in 31 00:01:55,440 --> 00:01:57,730 the contact center, to make sure that you have the 32 00:01:57,730 --> 00:02:01,010 ability to lobby for some share of market where your 33 00:02:01,010 --> 00:02:05,090 company wants to spend their AI dollars. The reason that 34 00:02:05,090 --> 00:02:09,290 is, is because you want to be able to differentiate 35 00:02:09,290 --> 00:02:12,550 the experience that you give your customers, and that requires 36 00:02:12,550 --> 00:02:16,080 being able to personalize every single one of those interactions. 37 00:02:16,610 --> 00:02:20,430 Now, the need for personalization is going to stretch beyond 38 00:02:20,430 --> 00:02:24,550 what is available on a customer data platform today. CDPs 39 00:02:24,550 --> 00:02:29,060 have the ability to store information about customers, but if 40 00:02:29,060 --> 00:02:32,330 you really want to take that next level on personalization, 41 00:02:32,610 --> 00:02:36,670 it's going to require stitching, enriching, and augmenting much of 42 00:02:36,670 --> 00:02:41,410 that data to be able to personalize the interactions. If 43 00:02:41,410 --> 00:02:45,240 we think about the fact that 50% of these interactions 44 00:02:45,260 --> 00:02:49,140 will be augmented by AI, then we need to go 45 00:02:49,140 --> 00:02:52,390 beyond just a single interaction in a single channel to 46 00:02:52,390 --> 00:02:56,240 really be able to understand the context across many channels 47 00:02:56,410 --> 00:03:00,440 over the lifetime of a customer's relationship with a brand. 48 00:03:00,650 --> 00:03:03,410 So being able to harmonize and understand all of that 49 00:03:03,410 --> 00:03:08,130 context is going to be really important. No AI investment 50 00:03:08,130 --> 00:03:11,150 would be complete without the right level of analytics and 51 00:03:11,150 --> 00:03:13,650 reporting. So we want to make sure that you have 52 00:03:13,650 --> 00:03:17,880 the ability to really understand how your AI investment is 53 00:03:17,880 --> 00:03:23,040 performing, the optimization and really be able to fine tune 54 00:03:23,040 --> 00:03:28,420 this investment. Now, Forrester estimates in a survey last year 55 00:03:28,420 --> 00:03:34,280 that 53% of companies already have implemented or are implementing 56 00:03:34,280 --> 00:03:38,200 some form of artificial intelligence, and this is great because 57 00:03:38,200 --> 00:03:41,570 what we see is that we've passed critical mass. But 58 00:03:41,570 --> 00:03:45,260 it also means that 47% of companies have not yet 59 00:03:45,260 --> 00:03:48,930 deployed artificial intelligence. Now, there's a couple of barriers to 60 00:03:48,930 --> 00:03:54,400 adoption and that can range from being able to achieve 61 00:03:54,400 --> 00:03:58,680 it at scale, to security, to adoption, and even some 62 00:03:58,680 --> 00:04:01,700 of the conversational intelligence. But what I want to leave 63 00:04:01,700 --> 00:04:05,570 you with today is how Genesys is helping you overcome 64 00:04:05,570 --> 00:04:07,790 some of those challenges. So I'm going to go through 65 00:04:07,790 --> 00:04:12,240 these one by one. We have made a significant investment 66 00:04:12,240 --> 00:04:15,780 in a data science team that is very focused on 67 00:04:15,780 --> 00:04:19,290 AI ethics and algorithmic integrity, and to be able to 68 00:04:19,340 --> 00:04:22,560 deliver some of this AI at scale. So we have 69 00:04:22,560 --> 00:04:26,530 the ability to optimize, orchestrate and really automate many of 70 00:04:26,530 --> 00:04:30,200 these processes. For those of you that are Genesys customers 71 00:04:30,280 --> 00:04:34,030 today, that our Genesys Cloud, our Genesys Engage and our PureCloud 72 00:04:34,030 --> 00:04:39,700 platforms are all 100% secured to the core. We're also 73 00:04:39,700 --> 00:04:43,030 driving adoption because the way we think of our AI 74 00:04:43,030 --> 00:04:46,640 platform is everything is event driven, and what this means 75 00:04:46,640 --> 00:04:49,890 for you is it gives you greater flexibility to be 76 00:04:49,890 --> 00:04:54,210 able to think about web events, conversation event, maybe even 77 00:04:54,210 --> 00:04:58,010 custom events, and so your starting point can different ways 78 00:04:58,010 --> 00:05:02,700 it can really drive that adoption within the company. We're 79 00:05:02,700 --> 00:05:07,160 also very focused on usability. We've made great investments in 80 00:05:07,160 --> 00:05:11,190 a design thinking functionality, so that delivering products that are 81 00:05:11,190 --> 00:05:13,970 user centered are very much to the core of how 82 00:05:13,970 --> 00:05:16,900 we think of our roadmap. So we think about ways 83 00:05:16,900 --> 00:05:19,960 to onboard, to make sure that you can see successes 84 00:05:19,990 --> 00:05:23,010 early on in ways that it doesn't require an army 85 00:05:23,010 --> 00:05:27,940 of data scientist. Then finally, we're really focused on bringing 86 00:05:27,940 --> 00:05:31,200 you a higher level of conversational intelligence through all of 87 00:05:31,200 --> 00:05:34,030 the bot interactions in ways that it feels like you're 88 00:05:34,030 --> 00:05:39,260 conversing with a human agent. So why Genesys AI, and 89 00:05:39,260 --> 00:05:42,130 more specifically why predictive engagement, which I said is one 90 00:05:42,130 --> 00:05:44,560 of the lead offerings in our AI suite of offerings? 91 00:05:46,040 --> 00:05:50,820 Simply put, the average consumer receives up to 10,000 brand 92 00:05:50,820 --> 00:05:54,820 messages every day, and what that means for you as 93 00:05:54,820 --> 00:05:58,210 a brand is you have to rely on information that 94 00:05:58,210 --> 00:06:02,260 exists within your own customer data platform, enrich that with 95 00:06:02,260 --> 00:06:06,500 CRM information or some other custom applications to really reach 96 00:06:06,870 --> 00:06:12,560 that target customer. But there's definitely a better way. If 97 00:06:12,560 --> 00:06:15,700 you think about your customer at the center of how 98 00:06:15,700 --> 00:06:18,650 you think about these experiences, we want to introduce you 99 00:06:18,660 --> 00:06:21,550 to the notion of experience as a service as a 100 00:06:21,550 --> 00:06:26,460 better way of delivering exceptional experiences, and what this entails 101 00:06:26,490 --> 00:06:29,600 is to really think about all of these interactions we've 102 00:06:29,600 --> 00:06:32,530 talked about over the course of a lifetime of a 103 00:06:32,530 --> 00:06:35,430 customer and a brand, and all of the data that 104 00:06:35,430 --> 00:06:37,970 is collected both on the customer side as well as 105 00:06:37,970 --> 00:06:40,760 all of the information that's collected from all of the 106 00:06:40,780 --> 00:06:45,530 employee and agent interactions, and enrich that in augment it 107 00:06:45,610 --> 00:06:48,730 with artificial intelligence, so that you have a higher level 108 00:06:48,730 --> 00:06:52,470 of conversational intelligence and so that you can really optimize. 109 00:06:52,770 --> 00:06:55,180 So what that does is it gives you the ability 110 00:06:55,180 --> 00:06:58,850 to really provide experience as a service to every single 111 00:06:58,850 --> 00:07:01,860 one of these customers. Now, this is a big idea, 112 00:07:02,130 --> 00:07:04,170 and so what I want to do is I want 113 00:07:04,170 --> 00:07:07,410 to talk about what some of these imperatives for experience 114 00:07:07,410 --> 00:07:10,880 as a service are. As I go through each one 115 00:07:10,880 --> 00:07:13,100 of these, what I want to challenge you is to 116 00:07:13,100 --> 00:07:17,360 think about how well each one of your companies is 117 00:07:17,360 --> 00:07:21,450 doing on delivering some of these imperatives. So as a 118 00:07:21,450 --> 00:07:24,830 customer, I want you to show me that me before 119 00:07:24,830 --> 00:07:27,370 you've ever met me, and that means I've been a 120 00:07:27,370 --> 00:07:30,360 customer for a long time. I haven't necessarily had to 121 00:07:30,380 --> 00:07:33,370 interact with your brand, but when I do, you already 122 00:07:33,370 --> 00:07:35,380 know who I am and how long I have been 123 00:07:35,380 --> 00:07:39,380 your customer. In some cases, I want you to help 124 00:07:39,380 --> 00:07:43,010 me before I even know there's a problem. Let's say 125 00:07:43,010 --> 00:07:45,760 my bill has increased, my telephone bill has increased by 126 00:07:45,780 --> 00:07:49,550 25%. Wouldn't it be nice if I got notified in 127 00:07:49,550 --> 00:07:51,690 advance? Maybe I want to look at a different data 128 00:07:51,690 --> 00:07:54,220 plan. Maybe I want to look at different options. So 129 00:07:54,600 --> 00:07:56,570 reach out to me before I even know there's a 130 00:07:56,570 --> 00:08:01,210 problem. Know the road I traveled to get here, and 131 00:08:01,210 --> 00:08:03,370 this can be one of two things. It can be 132 00:08:03,370 --> 00:08:07,610 understanding that your conversation started over the phone and ended 133 00:08:07,610 --> 00:08:10,780 with an agent, and throughout that entire experience, you've retained 134 00:08:10,780 --> 00:08:14,260 the context, or it can also be again over the 135 00:08:14,260 --> 00:08:19,240 course of a customer's lifetime with a brand, understanding what 136 00:08:19,240 --> 00:08:23,590 they've been through. This one is so important to experience 137 00:08:23,590 --> 00:08:26,110 as a service, present me with the answers I want 138 00:08:26,110 --> 00:08:29,180 and the ones I didn't know I needed. Often time, 139 00:08:29,180 --> 00:08:32,930 our agent assist tools allow agents to provide customers with 140 00:08:32,930 --> 00:08:36,070 the right information in realtime, but we feel that it's 141 00:08:36,070 --> 00:08:39,300 important to take that a step beyond, and that means 142 00:08:39,450 --> 00:08:42,870 really look at what the customer may want, what are 143 00:08:42,870 --> 00:08:45,860 some of the other products and services that they're using and 144 00:08:45,860 --> 00:08:48,470 how you can really help them in ways that they 145 00:08:48,470 --> 00:08:50,490 didn't even know they needed, but it will be a 146 00:08:50,490 --> 00:08:54,780 better experience for them. Don't ask me to repeat myself, 147 00:08:54,780 --> 00:08:57,990 I think every single person has had some form of 148 00:08:57,990 --> 00:09:01,080 experience with this. We want to make sure that we 149 00:09:01,080 --> 00:09:03,960 explain things to an agent once and that context is 150 00:09:04,970 --> 00:09:10,120 available throughout the entire interaction. Empathize with my situation, and 151 00:09:10,120 --> 00:09:12,270 what that really means is that in that moment of 152 00:09:12,270 --> 00:09:14,750 truth, we want the agents to be able to respond 153 00:09:14,750 --> 00:09:18,210 with the appropriate emotion. So there are certain hearing aids, 154 00:09:18,210 --> 00:09:20,100 as we call them that have been built into the 155 00:09:20,100 --> 00:09:25,270 entire platform to help the agent respond appropriately. Fix it 156 00:09:25,270 --> 00:09:28,700 and stay with me until it's fixed, and oftentimes, check 157 00:09:28,700 --> 00:09:30,390 in with me to make sure that it all worked 158 00:09:30,390 --> 00:09:34,020 out, and this goes above and beyond just a survey. 159 00:09:34,270 --> 00:09:37,220 This goes with having the right level of empathy, where 160 00:09:37,220 --> 00:09:40,570 you are reaching out to these critical customers and make 161 00:09:40,570 --> 00:09:43,170 sure that we've been able to resolve their problem or 162 00:09:43,170 --> 00:09:46,950 their challenge or their concern. Then above all, keep my 163 00:09:46,950 --> 00:09:50,380 data safe. So what this does is it brings the 164 00:09:50,380 --> 00:09:53,960 concept of experience as a service to life in ways 165 00:09:53,960 --> 00:09:56,790 that you can really understand how to deliver that exceptional 166 00:09:56,790 --> 00:10:00,700 service. So before I turn it over to Dan, let 167 00:10:00,700 --> 00:10:02,780 me spend a couple of minutes recapping some of the 168 00:10:02,780 --> 00:10:07,950 things that we've talked about. An event- driven orchestration platform 169 00:10:08,240 --> 00:10:11,340 that allows you to be proactive. Reach out to your 170 00:10:11,340 --> 00:10:14,320 customers in advance. Engage with them in that moment of 171 00:10:14,320 --> 00:10:18,200 truth. When there's a break in the workflow, or when 172 00:10:18,590 --> 00:10:23,020 there's a possibility that they might churn. Personalize every interaction, 173 00:10:23,040 --> 00:10:27,490 show that them, strengthen the relationship, and above all be 174 00:10:27,490 --> 00:10:30,780 able to retain history and the context throughout all of 175 00:10:30,800 --> 00:10:34,680 the interactions because empathy builds trust and trust builds loyalty. 176 00:10:35,410 --> 00:10:37,360 So let me turn it over to Dan to run 177 00:10:37,360 --> 00:10:41,210 through a demonstration of predictive engagement. Thank you very much, 178 00:10:41,390 --> 00:10:45,730 Elcenora. I'm going to provide a demonstration of Genesys predictive 179 00:10:45,730 --> 00:10:49,260 engagement, and before I jump into the demonstration, I'm going 180 00:10:49,390 --> 00:10:52,980 to go through a single slide to connect the dots 181 00:10:53,080 --> 00:10:57,050 a bit between predictive engagement and experience as a service. 182 00:10:57,260 --> 00:11:00,950 I'm going to highlight some of the elements that Elcenora 183 00:11:00,950 --> 00:11:05,160 touched on prior to doing the demonstration. So you've heard 184 00:11:05,540 --> 00:11:09,170 quite a bit about the show me that me, and 185 00:11:09,360 --> 00:11:11,850 the way that we do that with predictive engagement is 186 00:11:12,090 --> 00:11:15,870 we observe what is happening in all of the interactions 187 00:11:16,110 --> 00:11:19,440 between the customer and your business, what's happening on your 188 00:11:19,440 --> 00:11:23,410 website, what's happening in the contact center, and we analyze 189 00:11:23,410 --> 00:11:27,210 that information in realtime for the purpose of segmenting those 190 00:11:27,210 --> 00:11:32,390 customers into different groups and personalizing the experience and driving 191 00:11:32,440 --> 00:11:37,350 realtime interactions that demonstrate that we're showing the customer that 192 00:11:37,350 --> 00:11:43,050 we know them. At its core, empathetic communication is about 193 00:11:43,530 --> 00:11:46,720 listening, is about letting people know that you really understand 194 00:11:46,720 --> 00:11:49,860 who they are. We're answering the questions, are you really 195 00:11:49,860 --> 00:11:52,760 listening to me? Do you care about me enough to 196 00:11:52,920 --> 00:11:55,990 remember what I've told you before? That's what we're doing 197 00:11:55,990 --> 00:11:59,140 here as we go from left to right. We're leveraging 198 00:11:59,170 --> 00:12:03,630 all of those interactions and observations, analyzing and then predicting 199 00:12:03,730 --> 00:12:06,790 an outcome, predicting how to engage, that could be with 200 00:12:07,810 --> 00:12:12,340 a bot, and it could be with some information, more 201 00:12:12,340 --> 00:12:15,960 context that makes the agent smarter, more effective. Maybe we're 202 00:12:15,960 --> 00:12:20,290 using AI to predict the right agent to route that 203 00:12:20,670 --> 00:12:24,920 interaction to. What we're doing here is we're driving people 204 00:12:24,920 --> 00:12:29,840 toward outcomes, outcomes that are your business's desired outcomes, as 205 00:12:29,840 --> 00:12:33,060 well as the customer's desired outcomes. I may be a 206 00:12:33,060 --> 00:12:36,850 customer visiting a website, interested in making a purchase, or 207 00:12:36,850 --> 00:12:39,870 I may be looking to get support for a product. 208 00:12:40,250 --> 00:12:44,150 Those are my outcomes as a end customer. The business 209 00:12:44,150 --> 00:12:48,160 wants to deliver the right information at the right time efficiently. 210 00:12:48,630 --> 00:12:52,680 So everybody's outcome is being considered here in an effort 211 00:12:52,680 --> 00:12:57,710 to connect the dots between the analysis, the outcome prediction, 212 00:12:57,710 --> 00:13:02,130 the first touch interaction and so on. As I go 213 00:13:02,130 --> 00:13:04,680 into the demonstration here in a moment, I want you 214 00:13:04,680 --> 00:13:08,220 to think about the real life experience of walking into 215 00:13:08,220 --> 00:13:11,740 a retail store, and somebody walking up to you saying, 216 00:13:11,930 --> 00:13:14,110 a clerk at the store, " Can I help you? Can 217 00:13:14,110 --> 00:13:18,170 I help you now? How about now?" An experienced a 218 00:13:18,170 --> 00:13:21,770 store clerk, salesperson or support person is going to observe 219 00:13:21,770 --> 00:13:23,740 what you're doing, what are you putting in your cart, 220 00:13:23,740 --> 00:13:27,210 where are you stopping in the store, which aisles and 221 00:13:27,210 --> 00:13:30,690 so on, and they're going to take that into context intelligently 222 00:13:30,840 --> 00:13:34,970 about how, when, with whom to engage to personalize that 223 00:13:34,970 --> 00:13:38,770 experience. Okay, now I'm going to switch and share my 224 00:13:38,770 --> 00:13:45,560 browser and show you the demonstration. All right. So I 225 00:13:45,560 --> 00:13:48,510 am going to show you a visitor on the left, 226 00:13:48,710 --> 00:13:52,100 visiting a website, the GSOL website, and on the right, 227 00:13:52,100 --> 00:13:54,120 I'm going to give you a peek under the hood 228 00:13:54,160 --> 00:13:57,180 of the predictive engagement platform. I'm going to show you 229 00:13:57,180 --> 00:14:01,220 what the system can see, how we're analyzing and predicting, 230 00:14:01,400 --> 00:14:05,660 when and with whom to engage. Then after I do 231 00:14:05,660 --> 00:14:09,350 that, I'm going to show you an agent experience. So 232 00:14:09,350 --> 00:14:12,740 keep in mind, initially, I'm showing you what is happening 233 00:14:12,740 --> 00:14:16,250 under the hood of the platform. What we're doing here 234 00:14:16,250 --> 00:14:17,940 is looking at all of the people who are on 235 00:14:17,940 --> 00:14:20,660 the site, some are known and some are unknown, and 236 00:14:20,660 --> 00:14:24,410 we're observing their interactions. This is also looking at what's 237 00:14:24,410 --> 00:14:29,910 happening in the contact center and connecting through our event- 238 00:14:29,910 --> 00:14:34,050 driven orchestration to other systems where we're leveraging CRM data, 239 00:14:34,050 --> 00:14:38,110 marketing automation data, and even other systems that have web- 240 00:14:38,330 --> 00:14:42,160 based APIs. So I'm going to highlight this one individual 241 00:14:42,490 --> 00:14:45,520 that happens to be me, and you'll notice something here, 242 00:14:45,520 --> 00:14:48,730 as the visitor on the left starts to navigate around 243 00:14:48,980 --> 00:14:53,360 and look at different pages, we're going that behavior being 244 00:14:53,360 --> 00:14:56,930 observed and analyzed, and we're even making predictions about this 245 00:14:57,050 --> 00:15:00,310 unknown visitor, now unknown. We can see what part of 246 00:15:00,310 --> 00:15:04,240 the world they're located, some technographic information about the devices 247 00:15:04,240 --> 00:15:08,140 that they're using, and we can see historical information here 248 00:15:08,380 --> 00:15:11,410 as well, if there were previous visits. So again, I'm 249 00:15:11,410 --> 00:15:14,040 unknown at the moment. But now I start to put 250 00:15:14,220 --> 00:15:17,470 something in my shopping cart. I add these batteries to 251 00:15:17,470 --> 00:15:20,580 the shopping cart, and you'll see here that now that 252 00:15:20,580 --> 00:15:23,420 I've added something to my shopping cart, the system can 253 00:15:23,420 --> 00:15:26,600 see what is in the cart, what's the value, which 254 00:15:26,600 --> 00:15:29,910 product category. We can see that were identified as a 255 00:15:29,910 --> 00:15:33,700 particular segment, and there are other events that occurred like 256 00:15:33,700 --> 00:15:38,070 our cart value changed from zero to $ 216. So 257 00:15:38,120 --> 00:15:41,300 before the visitor on the left proceeds to check out, 258 00:15:41,720 --> 00:15:43,750 they may want to log in because they have some 259 00:15:43,750 --> 00:15:48,050 stored payment information in the system, and you'll see a 260 00:15:48,050 --> 00:15:51,780 few things happening. Now that we've logged in, we know 261 00:15:51,780 --> 00:15:55,210 the identity of that visitor, and we can see that 262 00:15:55,260 --> 00:15:59,840 maybe they're eligible for other communication options. Now that we're 263 00:15:59,840 --> 00:16:03,080 logged in, maybe our purchase history or the value of 264 00:16:03,080 --> 00:16:06,340 our shopping cart gives us a few more options to 265 00:16:06,340 --> 00:16:10,630 communicate. That just appeared after I logged in. When I 266 00:16:10,630 --> 00:16:13,900 proceed back to check out, I go back here and 267 00:16:13,900 --> 00:16:17,190 you'll see that the prediction of checking out is higher, 268 00:16:17,310 --> 00:16:20,390 and just to highlight here, we're making two predictions that 269 00:16:20,390 --> 00:16:24,790 make sense in our configured for the GSOL customer. Your 270 00:16:24,790 --> 00:16:28,040 business and any other business would have different configured outcomes, 271 00:16:28,560 --> 00:16:31,800 making a purchase or being identified as a lead, those 272 00:16:31,800 --> 00:16:35,170 are sales and marketing outcomes. But you could have care 273 00:16:35,170 --> 00:16:38,350 outcomes, like make an inbound call for support or open 274 00:16:38,350 --> 00:16:42,570 a trouble ticket. So here, the visitor in their purchase 275 00:16:42,570 --> 00:16:49,040 motion doesn't know what the discount code is, and before 276 00:16:49,040 --> 00:16:52,010 they check out, they start searching for it. Maybe they 277 00:16:52,010 --> 00:16:56,800 go over here and they search for discount codes, and 278 00:16:56,800 --> 00:17:00,050 we're going to pick up that search information and what 279 00:17:00,050 --> 00:17:02,760 just happened here on the left is we triggered, the 280 00:17:02,760 --> 00:17:08,600 platform triggered an automated chat offer that is leveraging all 281 00:17:08,600 --> 00:17:11,220 of the context, all of the analysis and predictions that 282 00:17:11,220 --> 00:17:14,410 we're observing under the hood in the platform on the 283 00:17:14,410 --> 00:17:20,370 right. As the visitor accepts this chat, they're going to 284 00:17:20,370 --> 00:17:25,170 initially be prompted with an intelligent chat bot who knows 285 00:17:25,170 --> 00:17:28,670 this is Dan, and that he's likely to need help 286 00:17:28,670 --> 00:17:32,850 with his purchase today. So first, we're leveraging the intelligence 287 00:17:33,020 --> 00:17:36,560 bots, and here we may want to say, " Yes, I've 288 00:17:36,560 --> 00:17:45,800 got a question. Wondering about," oops, type, " about shipping availability." 289 00:17:49,340 --> 00:17:52,390 We are going to get a response back telling us 290 00:17:52,430 --> 00:17:55,060 a bit about that topic, and then, " Yes, I've got 291 00:17:55,060 --> 00:17:57,810 questions about my discount code and I want to talk 292 00:17:57,810 --> 00:18:05,950 to an agent please." So when that initial step connecting 293 00:18:05,950 --> 00:18:08,270 us to an agent occurs, we're doing a few different 294 00:18:08,270 --> 00:18:13,900 things here. We're going to answer this interaction, and now 295 00:18:14,070 --> 00:18:18,440 I'm going to show you the agent view, okay? Again, 296 00:18:18,740 --> 00:18:20,810 what we were looking at was what was happening under 297 00:18:20,810 --> 00:18:24,670 the hood. But now as an agent, I have access 298 00:18:24,900 --> 00:18:29,210 to what was in the shopping cart, maybe previous visits, 299 00:18:30,360 --> 00:18:33,800 the likelihood, hey, this visitor got very likely to making 300 00:18:33,800 --> 00:18:37,330 a purchase and then abandoned, and then we could continue 301 00:18:37,330 --> 00:18:39,810 to watch while we're thinking about what we're going to 302 00:18:39,810 --> 00:18:43,410 say, watch what that customer is doing. We're going to 303 00:18:43,410 --> 00:18:47,760 leverage these segments and the behaviors, and as I hover 304 00:18:47,760 --> 00:18:50,060 over as an agent some of these elements on the 305 00:18:50,060 --> 00:18:53,890 right, I decide I want to respond with a canned 306 00:18:53,920 --> 00:19:00,540 response about discount codes. So I search for my available 307 00:19:00,540 --> 00:19:04,940 canned responses. I find the appropriate one here and now 308 00:19:05,220 --> 00:19:08,640 I can guide that customer to the right information so 309 00:19:08,640 --> 00:19:13,300 that they have the context and information that they need 310 00:19:13,560 --> 00:19:18,520 to improve and streamline the process. Now they know that 311 00:19:18,520 --> 00:19:21,420 the discount code could be entered here. They have that 312 00:19:21,420 --> 00:19:25,890 discount code available to them. I apply it and proceed 313 00:19:25,890 --> 00:19:29,810 to check out. So when I check out, you'll see 314 00:19:29,810 --> 00:19:32,800 here that the outcome is achieved. We see the payment 315 00:19:32,800 --> 00:19:35,360 was made, what was the size of the order. This 316 00:19:35,360 --> 00:19:40,970 goes from 99% to 100% and we're ready to wrap 317 00:19:40,970 --> 00:19:43,140 up. We ask the customer, " Do you need anything else at 318 00:19:43,140 --> 00:19:47,770 the moment?" Maybe they say, " Well, yes, I actually had 319 00:19:47,770 --> 00:19:51,940 some questions about your panels." So the agent has an 320 00:19:51,940 --> 00:19:56,940 opportunity to take advantage of that additional conversation, create a 321 00:19:56,940 --> 00:20:01,590 new lead in the CRM with our integration here to 322 00:20:01,590 --> 00:20:05,010 extend the reach beyond what's just happening in predictive engagement. 323 00:20:06,330 --> 00:20:08,490 We could create a lead here, but now I'm going 324 00:20:08,490 --> 00:20:11,870 to show you a separate example where we do that 325 00:20:11,870 --> 00:20:15,270 in an automated fashion. That's going to end up creating 326 00:20:15,270 --> 00:20:19,130 a lead and adding an individual to a campaign all 327 00:20:19,130 --> 00:20:23,560 under the hood automatically. So we wrap up this interaction 328 00:20:24,370 --> 00:20:27,560 and we now know exactly which wrap- up code to 329 00:20:27,560 --> 00:20:31,490 use because we saw that order placed, and now we're 330 00:20:31,490 --> 00:20:35,900 done here with this particular interaction and we're waiting for 331 00:20:35,900 --> 00:20:42,970 another. So let's say this visitor later that night or 332 00:20:42,970 --> 00:20:46,140 the next day decides they're going to go back onto 333 00:20:46,140 --> 00:20:50,440 the site and put some items in their shopping cart. 334 00:20:51,950 --> 00:20:55,090 In this second case, so you have to fast forward 335 00:20:55,090 --> 00:20:58,780 a little bit and this is a later that that 336 00:20:58,960 --> 00:21:02,920 night. They put some items in their shopping cart, and 337 00:21:02,920 --> 00:21:06,170 we're going to, again, observe what that visitor is doing 338 00:21:06,170 --> 00:21:09,320 so we can see under the hood what's happening. This 339 00:21:09,320 --> 00:21:12,480 visitor decided they would like, Dan over here would like 340 00:21:13,210 --> 00:21:17,120 10 of these items and he proceeds to check out. 341 00:21:18,330 --> 00:21:21,460 So now he's got a pretty high cart value and 342 00:21:21,460 --> 00:21:25,640 he's eligible for another discount, and this is a solar 343 00:21:25,640 --> 00:21:28,370 panel so it's a different discount code. He doesn't have 344 00:21:28,370 --> 00:21:31,560 it available to him at the moment, and he starts 345 00:21:31,560 --> 00:21:36,520 to again search around for it. He abandons this shopping 346 00:21:36,520 --> 00:21:42,220 cart, and here, what we're doing is taking advantage of 347 00:21:42,260 --> 00:21:46,270 all that information and creating a new lead in our 348 00:21:46,270 --> 00:21:52,530 CRM system that is going to inform the enterprise account 349 00:21:52,530 --> 00:21:56,330 rep who is working on deals larger than $ 2, 350 00:21:56,330 --> 00:22:00,130 000 to follow up with this customer the next day 351 00:22:00,130 --> 00:22:02,820 or first thing in the morning. Now, if I take 352 00:22:02,820 --> 00:22:05,380 a look here in our CRM system, and we want 353 00:22:05,380 --> 00:22:10,140 to observe what happened under the hood, we're going to 354 00:22:10,140 --> 00:22:13,740 look up that lead and we're going to find this 355 00:22:13,740 --> 00:22:17,460 lead, Dan was created. You can look at those details. 356 00:22:18,280 --> 00:22:21,810 In here we can see we're leveraging the journey, the 357 00:22:21,810 --> 00:22:25,350 intelligence of predictive engagement can see that the shopping cart 358 00:22:25,350 --> 00:22:29,620 value was $ 2, 100. We can see what the 359 00:22:29,620 --> 00:22:31,770 items were that were in the cart, and then we 360 00:22:31,770 --> 00:22:38,280 also created a new member to our GSOL campaign. It 361 00:22:38,280 --> 00:22:43,190 is going to inform the enterprise account rep that he 362 00:22:43,190 --> 00:22:46,620 needs to follow up, either initiate a call or send 363 00:22:46,620 --> 00:22:50,300 an email to follow up with Dan the next day. 364 00:22:52,940 --> 00:22:58,060 So that concludes my demo. Thank you, Dan. That was 365 00:22:58,060 --> 00:23:01,160 great. Thank you for joining us for this edition of 366 00:23:01,170 --> 00:23:03,410 LinkedIn Live and what I hope is the first of 367 00:23:03,410 --> 00:23:05,850 many that do a deep dive into the Genesys AI 368 00:23:06,150 --> 00:23:09,590 portfolio. Thank you all for joining us. If any of 369 00:23:09,590 --> 00:23:13,180 you would like more information, there is a self guided 370 00:23:13,180 --> 00:23:17,400 tour available at Genesys. com, along with a hyperlink at 371 00:23:17,400 --> 00:23:19,600 the bottom that allows you to reach out in case 372 00:23:19,600 --> 00:23:22,580 you want to contact any of our account executives, your 373 00:23:22,580 --> 00:23:26,470 Genesys support team, or generally any more information on anything 374 00:23:26,470 --> 00:23:29,760 that you saw today. So again, thank you for your 375 00:23:29,760 --> 00:23:33,270 time. We appreciate your partnership and we look forward to 376 00:23:33,270 --> 00:23:35,670 seeing you at another edition of LinkedIn Live soon.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001krpdQAA"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys Genesys Cloud Demo See Genesys Cloud in action: Let’s get digital Digital channels add key context to the customer journey [cutoff co_thick="2px"][webinarschedulesingle]Let your customers and prospects communicate with your business on their terms. This was difficult in the past; agents had to manage multiple systems and customer context often was lost between channels. But, modern technology has streamlined things. An all-in-one contact center solution makes it easy to reach users on the channels they prefer. That means you can communicate where your customers want and keep track of the thread, if their preferences change. Join us for this Genesys Cloud Demo as we dig into digital channels. Learn how to manage chat, email, SMS, social media and more — all within your call center software.[mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6dbQAA"] Meet the Speakers Kenny Saalman Associate Strategic Sales Consultant Genesys AppFoundry Webinar Three ways to extend your cloud contact center [cutoff co_thick="2px"]Your contact center needs to meet the needs of your customers while ensuring your employees and the community remain safe during the COVID-19 pandemic. Giving employees the freedom to work from home is critical. We’re all in this together. And through the Genesys Rapid Response offer and our AppFoundry partners, we can enable you to extend capabilities with add-on applications from the AppFoundry Marketplace. This webinar explains how to extend your cloud contact center: Try any free trial apps for 90 days Get credit for your overage charges with select premium apps Get the new Genesys and Google bot at no cost [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t6o5QAA"] Meet the Speaker Walla Oriqat Sr Partner Program Manager, AppFoundry Genesys On-Demand Webinar All your Contact Center AI security questions answered [cutoff co_thick="2px"][webinarschedule]Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security: Data protection Access control Application security Compliance Resiliency Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI.[cutoff co_thick="2px"]1 00:00:10,410 --> 00:00:14,570 Good morning, evening and afternoon, everyone. My name's Josh Reed and I'm from the 2 00:00:14,570 --> 00:00:16,710 digital events team here at Genesys. And let me be 3 00:00:16,710 --> 00:00:19,930 the first to welcome you to today's webcast all your 4 00:00:19,930 --> 00:00:23,610 cloud, or sorry, all your contact center, AI security questions 5 00:00:23,750 --> 00:00:26,940 answered. So, to kick it off as per usual, we 6 00:00:26,940 --> 00:00:29,540 have a couple of housekeeping items to cover. First off, if 7 00:00:29,640 --> 00:00:33,370 you experienced any issues, listening or viewing to today's webcast, 8 00:00:33,880 --> 00:00:35,730 refresh your browser, or make sure that it's up to 9 00:00:35,730 --> 00:00:39,450 date to support HTML5. These usually fix any console issues 10 00:00:39,450 --> 00:00:41,930 that you may have. Also, if you're having trouble seeing 11 00:00:41,930 --> 00:00:45,400 the slide window or our presenters webcams today, you can 12 00:00:45,400 --> 00:00:47,640 enlarge that screen by dragging any of the corners of 13 00:00:47,640 --> 00:00:51,530 that window, also note that this is designed to be 14 00:00:51,530 --> 00:00:54,500 an interactive experience between you and our presenters. So, at 15 00:00:54,500 --> 00:00:57,640 any time during today's webcast, if you hear anything that 16 00:00:57,640 --> 00:01:00,130 you want to learn more about, throw your questions into 17 00:01:00,130 --> 00:01:01,940 the Q and A window in the center of your 18 00:01:01,940 --> 00:01:04,600 screen, and we'll answer as many as we can during 19 00:01:04,600 --> 00:01:06,910 our brief Q and A at the end. However, and 20 00:01:06,910 --> 00:01:09,420 it sometimes does happen if time gets away from us 21 00:01:09,420 --> 00:01:12,020 and we are not able to answer your questions aloud, 22 00:01:12,190 --> 00:01:14,660 don't worry, we'll follow up with you via email within 23 00:01:14,660 --> 00:01:18,300 the next few business days. And note that if you 24 00:01:18,300 --> 00:01:22,380 miss anything during today's presentation, you have to get up, 25 00:01:22,380 --> 00:01:25,050 you need to grab water, anything like that. Don't fret 26 00:01:25,050 --> 00:01:27,830 you will receive the on- demand recording via email from 27 00:01:28,010 --> 00:01:30,410 ON24 within the next few business days. So, just be 28 00:01:30,410 --> 00:01:35,090 on the lookout for that. And also note that we 29 00:01:35,090 --> 00:01:37,490 would love to give you as much information about today's 30 00:01:37,490 --> 00:01:40,730 topic as possible. So, below the Q and A window, 31 00:01:40,730 --> 00:01:43,560 you have the resource list. So, click any of those 32 00:01:43,560 --> 00:01:45,280 links in the resource list, They'll open up in a 33 00:01:45,280 --> 00:01:48,070 new tab in your browser and expand on today's topic. 34 00:01:49,560 --> 00:01:51,410 And like I said, short and sweet. So, what I'm 35 00:01:51,410 --> 00:01:53,320 actually going to do now is I'm going to hand 36 00:01:53,320 --> 00:01:55,980 it off to my partner in crime today, Wendy Mikkelsen, 37 00:01:55,980 --> 00:01:58,660 the senior director of product marketing here at Genesys. Wendy, 38 00:01:58,790 --> 00:02:03,210 the floor is yours. Thanks Josh. Before we kick things 39 00:02:03,210 --> 00:02:06,810 off, let's meet our speakers today. Kishor, would you like 40 00:02:06,810 --> 00:02:10,050 to kick it off? Yep. Hi everyone. My name is 41 00:02:10,060 --> 00:02:13,670 Kishor Aher. I'm the lead architect for contact center, AI 42 00:02:13,920 --> 00:02:17,920 at Google. And what that means is I take the customers through 43 00:02:17,920 --> 00:02:23,760 the journey of contact center AI modernization. Toby. Yeah, my 44 00:02:23,760 --> 00:02:26,170 name is Toby Tobkin. I do the same thing as 45 00:02:26,170 --> 00:02:31,300 Kishor and just a little bit less cool. Hey everyone, 46 00:02:31,300 --> 00:02:34,630 I'm Janelle Dieken, senior vice president of product marketing here 47 00:02:34,630 --> 00:02:37,960 at Genesys and no stranger to tech. I'm a computer 48 00:02:37,960 --> 00:02:44,010 programmer at heart and like the team history too, history 49 00:02:44,010 --> 00:02:49,180 in sales engineering and solutions engineering as well. Thanks Janelle 50 00:02:49,180 --> 00:02:52,790 and I'm Wendy Mikkelsen, senior director of product marketing at 51 00:02:52,790 --> 00:02:56,940 Genesys, and I will be your host for today. I 52 00:02:56,940 --> 00:03:01,360 think we all understand the promise and business value of 53 00:03:01,360 --> 00:03:06,400 using AI within our customer service operations, that conversational AI 54 00:03:06,400 --> 00:03:10,930 can both improve the customer experience and offer better efficiency 55 00:03:10,930 --> 00:03:16,100 and cost benefits for many organizations. And consumers want better 56 00:03:16,100 --> 00:03:21,550 access, more than 60% of consumers want more self service 57 00:03:21,550 --> 00:03:25,570 options when it comes to accessing customer service. And all 58 00:03:25,570 --> 00:03:29,140 of us as consumers ourselves know that we don't always 59 00:03:29,140 --> 00:03:31,990 want to interact with a human. We just don't have 60 00:03:31,990 --> 00:03:36,140 that kind of time. And Forrester says that 53% of 61 00:03:36,180 --> 00:03:40,340 organizations have already deployed AI within their business. And of 62 00:03:40,340 --> 00:03:43,710 course, that's expected to grow considerably in the coming years. 63 00:03:44,560 --> 00:03:50,000 In fact, IDC predicts that by 2023, 50% of customer 64 00:03:50,000 --> 00:03:54,870 interactions will be augmented or enriched by AI. And they 65 00:03:54,870 --> 00:03:58,770 estimate that the market is a $ 97 billion market 66 00:03:58,770 --> 00:04:02,730 that will continue to grow. The point here is AI 67 00:04:02,730 --> 00:04:05,380 is here to stay and it's been proven to offer 68 00:04:05,380 --> 00:04:10,240 tremendous value. And with the recent pandemic, we're seeing many 69 00:04:10,240 --> 00:04:14,790 AI projects move forward very quickly as organizations around the 70 00:04:14,790 --> 00:04:18,280 world are now adjusting to operating under the new normal. 71 00:04:18,750 --> 00:04:22,430 We're seeing businesses adopt AI to help serve their customers 72 00:04:22,430 --> 00:04:26,340 better and faster. But of course, how do we keep 73 00:04:26,340 --> 00:04:30,530 all of that data secure? Our customers are trusting us 74 00:04:30,530 --> 00:04:34,810 with their personal information and we as consumers are trusting 75 00:04:34,850 --> 00:04:39,370 organizations around the world with our own personal data. So, 76 00:04:39,370 --> 00:04:42,730 today we're going to explore the topic of AI security 77 00:04:42,730 --> 00:04:45,650 within the contact center. And we've brought together this panel 78 00:04:45,650 --> 00:04:49,210 of experts from both Google and Genesys to answer some 79 00:04:49,210 --> 00:04:54,040 of the top questions that we've received from organizations. And 80 00:04:54,040 --> 00:04:55,630 as Josh said, of course, we're going to try to 81 00:04:55,630 --> 00:04:59,610 get to your submitted questions. But we curated dozens of 82 00:04:59,610 --> 00:05:03,520 questions that both Google and Genesys have received, and we're 83 00:05:03,520 --> 00:05:06,480 going to be answering some of those top questions. So, 84 00:05:07,010 --> 00:05:11,770 your question may be answered as we go along. So, 85 00:05:11,770 --> 00:05:17,320 we've organized our questions into three categories. First, we're going 86 00:05:17,320 --> 00:05:19,750 to look at how your data is protected when you 87 00:05:19,750 --> 00:05:23,400 use AI within your contact center. And how both Genesys 88 00:05:24,270 --> 00:05:28,950 and Google are safeguarding that precious data. We'll look at 89 00:05:28,950 --> 00:05:33,390 both data in transit and data at rest. Second, we'll 90 00:05:33,390 --> 00:05:37,300 be covering options for controlling access to that data and 91 00:05:37,300 --> 00:05:42,580 how both Genesys and Google are managing application security. This 92 00:05:42,580 --> 00:05:46,400 is to ensure that no unauthorized users have access to 93 00:05:46,400 --> 00:05:49,400 your data. There's a lot of bad actors out there 94 00:05:49,400 --> 00:05:51,310 so we want to make sure you have the controls 95 00:05:51,310 --> 00:05:55,240 to prevent unauthorized access. And last but not least, we're 96 00:05:55,240 --> 00:06:00,160 going to look at compliance that Google and Genesys offer 97 00:06:00,640 --> 00:06:04,260 and how we make sure that your AI and contexts, 98 00:06:04,260 --> 00:06:09,150 that our systems are resilient and always available. And then 99 00:06:09,150 --> 00:06:11,470 finally, we'll wrap it up and we'll look at how 100 00:06:11,470 --> 00:06:14,500 you can use contexts that are AI as part of 101 00:06:14,500 --> 00:06:19,240 your business continuity plan. But before we get started, let's 102 00:06:19,240 --> 00:06:22,390 do a quick audience poll. And so, everyone get your 103 00:06:22,390 --> 00:06:28,510 mouse ready. Which of the following is your top cloud 104 00:06:28,510 --> 00:06:32,890 contact center and or AI security concerns? So, again, your 105 00:06:32,890 --> 00:06:37,740 top concern, is it a, continuous security monitoring and threat 106 00:06:37,740 --> 00:06:43,320 detection? Is it b, controlling access to customer data? Is 107 00:06:43,320 --> 00:06:47,150 it c, data encryption while in transit or at rest? 108 00:06:47,770 --> 00:06:52,100 Or is it d, compliance and regulatory requirements? So, again, 109 00:06:52,100 --> 00:06:56,100 your top security concern when it comes to contact center 110 00:06:56,380 --> 00:07:01,220 or AI? Okay, let's go ahead and look at the 111 00:07:01,220 --> 00:07:08,950 poll results. Interesting, compliance and regulatory requirements. That's really important. 112 00:07:09,960 --> 00:07:13,410 Kishor, Toby, Janelle, anything you want to add or you 113 00:07:13,410 --> 00:07:18,520 find interesting about this? It sounds exactly right to me. 114 00:07:18,520 --> 00:07:21,480 Yeah, for sure. I was expecting, this is what we 115 00:07:21,480 --> 00:07:25,310 hear every time from our customers. I was actually thinking 116 00:07:25,310 --> 00:07:29,110 that the second one would be a little higher, however, it's interesting 117 00:07:29,110 --> 00:07:32,550 to see 14% chose the third option, but certainly compliance 118 00:07:32,550 --> 00:07:35,030 and regulatory is key and we'll talk more about that 119 00:07:35,030 --> 00:07:49,390 later, I know. Awesome. So, before we jump into security 120 00:07:49,390 --> 00:07:55,120 topics, I think it'd be best if we set the 121 00:07:55,120 --> 00:07:58,580 stage a bit and let's ease our way into security 122 00:07:58,580 --> 00:08:02,000 by having some of our experts tell us a little 123 00:08:02,000 --> 00:08:06,700 bit about how to use AI in your contact center. 124 00:08:07,450 --> 00:08:12,300 Kishor, first step, tell us a little bit about contact center AI. 125 00:08:12,300 --> 00:08:15,270 And can you share some examples of companies who have 126 00:08:15,270 --> 00:08:19,580 adopted contact center AI and how they integrated that into 127 00:08:19,580 --> 00:08:26,540 their contact center? Sure. Thanks, Wendy. So, contact center AI offered 128 00:08:26,970 --> 00:08:31,470 by Google and Genesys is an integrated solution. And what it 129 00:08:31,470 --> 00:08:35,210 means is that it gives you the best of both worlds. Genesys 130 00:08:35,260 --> 00:08:39,690 is a leader in contact center space and Google is 131 00:08:39,690 --> 00:08:43,410 in AI space. So, we come together, we integrate our 132 00:08:43,410 --> 00:08:47,620 products and we offer it to our end customers. It is an 133 00:08:47,870 --> 00:08:51,480 omnichannel solution so that means you can have a chat 134 00:08:51,650 --> 00:08:55,140 integration, voice integration and social media integration out of the 135 00:08:55,140 --> 00:09:01,240 box. Typically, contact center AI solution needs to take care 136 00:09:01,250 --> 00:09:05,230 of three different kinds of stakeholders. First stakeholder is the 137 00:09:05,230 --> 00:09:08,810 end customer. So, end customer calls in into the contact 138 00:09:08,810 --> 00:09:12,840 center and they are either interacting with the bot or 139 00:09:12,840 --> 00:09:16,150 they are interacting with the human agent. So, human agents 140 00:09:16,150 --> 00:09:20,820 are our second stakeholders. And the third stakeholder are basically 141 00:09:20,820 --> 00:09:26,270 agent managers or customer experience executives because they need transparency 142 00:09:26,520 --> 00:09:30,930 into the contact center. Remember contact center, mostly handles unstructured 143 00:09:31,020 --> 00:09:35,070 data that is like voice or chat. And it is 144 00:09:35,070 --> 00:09:46,820 very important to take this unstructured data and create structure and information out of this data. And Google AI can help you dig this unstructured data and 145 00:09:46,820 --> 00:09:49,420 create structure out of it. Toby, do you want to 146 00:09:49,420 --> 00:09:54,820 add something to that? Yeah, definitely. I think that I'd also like to break 147 00:09:54,820 --> 00:09:56,980 it down a little bit about where the technology comes 148 00:09:56,980 --> 00:09:59,890 from and what it actually means for contact center operators. 149 00:10:00,900 --> 00:10:04,170 So, just to set a little bit of interesting background 150 00:10:04,170 --> 00:10:08,010 here. So, contact center AI is actually made up of, 151 00:10:09,070 --> 00:10:12,690 I'd say three big separate components that are integrated into 152 00:10:12,690 --> 00:10:17,030 Genesys ecosystem. One of them is CCAI virtual agents, which is based 153 00:10:17,030 --> 00:10:20,560 on a piece of software called Dialogue Flow. Dialogue Flow 154 00:10:20,560 --> 00:10:24,790 is actually a platform that's used program, Google Assistant at 155 00:10:24,790 --> 00:10:27,040 Google. So, this is actually the same piece of software 156 00:10:27,040 --> 00:10:29,760 that developers use to actually build their voice applications for 157 00:10:30,550 --> 00:10:34,460 AI assistance. On the second one is Agent Assist. This 158 00:10:34,460 --> 00:10:38,320 is actually a piece of software prides provides AI augmentation 159 00:10:38,320 --> 00:10:42,020 for our contact center agent's job helping them go and 160 00:10:42,370 --> 00:10:45,430 fill in fields automatically or giving them turn by turn 161 00:10:45,430 --> 00:10:48,810 guidance for solving a complex issue. And finally, there's also 162 00:10:48,810 --> 00:10:51,710 Insights AI. And so, what this does is it actually 163 00:10:51,710 --> 00:10:55,520 surfaces all the information that the artificial intelligence is actually 164 00:10:55,520 --> 00:10:57,970 seeing out in the field at your contact center in 165 00:10:57,970 --> 00:11:02,510 a digestible format. So, what does it actually mean? Especially, 166 00:11:02,580 --> 00:11:05,670 I would say Dialogue Flow is the one CCAI virtual agent, 167 00:11:05,670 --> 00:11:07,780 which based on Dialogue Flow is when I get the most questions 168 00:11:07,780 --> 00:11:13,000 on from contact center operators. This is a combination of 169 00:11:13,000 --> 00:11:16,340 some things there are net new and also things that 170 00:11:16,340 --> 00:11:19,210 are kind of just like next generation of tasks you 171 00:11:19,210 --> 00:11:21,650 already do for your contact center. I'd say the most 172 00:11:21,650 --> 00:11:26,140 relatable thing is the thing that most next generation. So, 173 00:11:26,140 --> 00:11:29,260 if say your program menu, oftentimes nowadays you'll use a 174 00:11:29,260 --> 00:11:33,660 keyword recognition system, something where if somebody says something like 175 00:11:33,740 --> 00:11:36,460 pay my bill, that will go to the pay bill 176 00:11:36,460 --> 00:11:40,110 menu and walk you through that. The next generation gear, 177 00:11:40,110 --> 00:11:43,680 when you actually using something like CCAI virtual agent is 178 00:11:43,680 --> 00:11:46,270 people can express themselves however they want and the system 179 00:11:46,270 --> 00:11:52,370 will still capture it. So, something like, " Hey, I want 180 00:11:52,370 --> 00:11:55,230 to pay my bill now. Is it possible to do 181 00:11:55,230 --> 00:11:57,740 it by a credit card?" It would be able to 182 00:11:57,740 --> 00:12:01,060 actually go and pick up that utterance and still classify 183 00:12:01,060 --> 00:12:04,050 the intent as being pay my bill, even though it 184 00:12:04,050 --> 00:12:08,470 was very open ended and freely expressed. I would say 185 00:12:08,470 --> 00:12:11,750 that menu replacements tend to be the first step that 186 00:12:11,750 --> 00:12:14,410 most people actually do when they use the system. And 187 00:12:14,410 --> 00:12:16,300 then they tend to move on to much more sophisticated 188 00:12:16,300 --> 00:12:19,030 use cases, where we do say automated diagnostics or a 189 00:12:19,030 --> 00:12:23,730 resolution of issues even if it's quite complex. Anything else 190 00:12:23,730 --> 00:12:27,820 you think I should add Kishor? How about some examples of 191 00:12:27,820 --> 00:12:32,210 type of customers we work with? Oh, yeah, definitely. I 192 00:12:33,030 --> 00:12:36,590 would say that the breakdown is very interesting. I would 193 00:12:36,790 --> 00:12:45,990 say that healthcare, finance and telecommunications have really been driving 194 00:12:47,000 --> 00:12:49,520 most of our business at their onset. They definitely benefit 195 00:12:49,520 --> 00:12:52,750 the most from having a very sophisticated AI at the 196 00:12:52,750 --> 00:12:56,540 center of their contact center, because they tend to deal 197 00:12:56,540 --> 00:12:59,470 with very complex issues that also overlap with a lot 198 00:12:59,470 --> 00:13:07,000 of regulations, compliance, a lot of laws and frameworks around 199 00:13:07,000 --> 00:13:09,990 like when you can bill people, when you can't, when 200 00:13:09,990 --> 00:13:12,110 you can talk about certain types of personal information and 201 00:13:12,110 --> 00:13:19,470 when you can't. And so, all those business rules and 202 00:13:19,470 --> 00:13:22,250 business process that are in those types of organizations definitely 203 00:13:22,250 --> 00:13:27,590 drove a strong need to have more sophisticated tooling for 204 00:13:27,750 --> 00:13:32,780 providing automation around it. However, some of my customers that 205 00:13:32,780 --> 00:13:37,110 have scaled up the furthest so far have actually been 206 00:13:37,110 --> 00:13:42,650 retailers because their business can iterate very quickly. And so, 207 00:13:42,650 --> 00:13:45,370 they've actually already started to build things like automated appointment 208 00:13:45,370 --> 00:13:51,730 scheduling, automating returns and these sorts of use cases. Thanks, 209 00:13:52,120 --> 00:13:56,320 that's a great explanation. Janelle, maybe you could tell us 210 00:13:56,320 --> 00:13:59,790 a little bit about some of the AI use cases that you're 211 00:13:59,790 --> 00:14:05,690 seeing organizations deploy and the problems they've solved. Yeah, absolutely. 212 00:14:05,690 --> 00:14:12,050 And we see very similar industries that Toby mentioned adopting 213 00:14:12,100 --> 00:14:15,770 our AI applications as well. And certainly the ones where 214 00:14:15,770 --> 00:14:19,890 we integrate with Google CCAI come into play virtual agent, 215 00:14:20,280 --> 00:14:25,630 agent assist, even from the insights perspective. But in addition 216 00:14:25,630 --> 00:14:28,850 to those and to compliment those, we have additional ones 217 00:14:28,900 --> 00:14:34,870 that support both stakeholders of improving the customer experience as 218 00:14:34,870 --> 00:14:38,180 well as improving the employee experience. So, a couple of 219 00:14:38,180 --> 00:14:41,890 examples that come to my mind, Wendy are predictive engagement, 220 00:14:42,310 --> 00:14:47,260 where upfront, for example, I could be researching loan rates 221 00:14:47,610 --> 00:14:50,640 with my financial services company. And I may be part 222 00:14:50,640 --> 00:14:53,520 way through filling out a form when the bank behind 223 00:14:53,520 --> 00:14:56,620 the scenes is monitoring my behavior on their website real 224 00:14:56,620 --> 00:15:00,580 time and predicting the outcome based on that behavior, as 225 00:15:00,590 --> 00:15:02,810 well as any other data that they might have about 226 00:15:02,810 --> 00:15:06,630 me. And in that moment of truth before, maybe I 227 00:15:06,630 --> 00:15:10,260 go away from that website and look at other banks 228 00:15:10,260 --> 00:15:14,050 online, they may offer me a special promotion or offer 229 00:15:14,050 --> 00:15:17,940 me an invitation to chat or request a call back. 230 00:15:17,990 --> 00:15:21,980 So, that's another AI application that can compliment, and maybe 231 00:15:21,980 --> 00:15:25,300 even front end the virtual agent that could then pop 232 00:15:25,300 --> 00:15:29,520 up in that invitation with Google CCAI and do some 233 00:15:29,520 --> 00:15:33,090 more prompting and collect some more information before routing it 234 00:15:33,090 --> 00:15:36,470 to that very best alone loan agent. Then on the 235 00:15:36,470 --> 00:15:39,940 employee journey side of things, one of the other AI 236 00:15:39,940 --> 00:15:44,610 applications that come to mind really relate to more accurate, 237 00:15:44,660 --> 00:15:50,240 as well as accelerated forecasting and scheduling so that when 238 00:15:50,250 --> 00:15:54,380 that loan a specialist needs to be staffed, we can 239 00:15:54,400 --> 00:15:57,680 utilize all of that employee data, as well as the 240 00:15:57,680 --> 00:16:04,410 demand, a much more sophisticated perspective to get to really 241 00:16:04,410 --> 00:16:07,390 the highest accuracy rates and getting the right people staffed 242 00:16:07,660 --> 00:16:12,190 to handle the expected demand. So, workforce engagement management, absolutely 243 00:16:12,360 --> 00:16:16,520 important and broadly used use case for AI as well 244 00:16:16,520 --> 00:16:20,100 as predictive engagement that supports not even just improving customer 245 00:16:20,100 --> 00:16:24,030 experience, but also driving sales and marketing. We see financial 246 00:16:24,030 --> 00:16:28,620 institutions have four times conversion rates and at 60% a 247 00:16:28,630 --> 00:16:31,590 lower cost per lead with that application. So, a lot 248 00:16:31,590 --> 00:16:36,560 of business results and business outcomes versus just having AI 249 00:16:36,560 --> 00:16:39,260 for the sake of AI, which I think especially in 250 00:16:39,260 --> 00:16:41,300 this day and age is what matters most the business 251 00:16:41,300 --> 00:16:48,020 outcome that we're driving towards. Yeah, absolutely. Good response there. 252 00:16:48,510 --> 00:16:53,870 Okay. So, one of the questions we received from customers 253 00:16:54,370 --> 00:16:59,060 frequently is what is Dialogue Flow? And maybe Toby, you 254 00:16:59,060 --> 00:17:01,210 can take this one and how does it integrate with 255 00:17:01,210 --> 00:17:06,100 my contact center? Yeah, definitely. I know I alluded to 256 00:17:06,100 --> 00:17:11,030 it a little bit before but Dialogue Flow is the platform that you actually 257 00:17:11,030 --> 00:17:16,600 build artificial intelligence automation in. And so, this would be things 258 00:17:16,600 --> 00:17:22,990 like actually if you've ever built IVR trees before, this 259 00:17:22,990 --> 00:17:25,710 is kind of a version of that. But if you 260 00:17:25,710 --> 00:17:28,170 were building, let's say the same technology that powers Google 261 00:17:28,170 --> 00:17:31,840 Assistant so you can build a bit more flexible of 262 00:17:31,840 --> 00:17:36,080 designs. It's also designed to be used by non- programmers. 263 00:17:36,420 --> 00:17:38,280 And so, that is you should be able to be 264 00:17:38,280 --> 00:17:40,530 productive on this even if you don't actually have a 265 00:17:40,530 --> 00:17:42,930 background in IT. But that was a major goal of 266 00:17:42,940 --> 00:17:47,630 us in designing this platform. So, overall, like I would 267 00:17:47,630 --> 00:17:57,440 say what Dialogue Flow does is it allows you to 268 00:17:57,440 --> 00:18:01,180 build conversational experiences with your customer, but it allows you to move 269 00:18:01,850 --> 00:18:06,780 from just automation to actually designing real user experience. So, 270 00:18:07,070 --> 00:18:12,020 how does it integrate with Genesys? We'll say like you 271 00:18:12,020 --> 00:18:15,740 all have something called Up Foundry and you can actually 272 00:18:15,740 --> 00:18:18,610 use this to go and add a contact center AI 273 00:18:19,610 --> 00:18:23,610 virtual agent powered by Dialogue Flow into your existing contact 274 00:18:23,610 --> 00:18:28,060 center. And we think this is especially important because there's other systems 275 00:18:28,060 --> 00:18:29,870 out there that exist that actually require you to rip 276 00:18:29,870 --> 00:18:32,930 and replace your contact center to add in artificial intelligence. 277 00:18:33,740 --> 00:18:35,530 And really our view on this is that you shouldn't 278 00:18:35,530 --> 00:18:38,690 have to go through a lot of cost and complexity 279 00:18:38,690 --> 00:18:41,970 to be able to adopt next generation of AI. You should be able to just put 280 00:18:41,970 --> 00:18:44,920 it right into your existing contact center that you already 281 00:18:44,920 --> 00:18:50,090 know and love. Yap, absolutely. It should be easy. So, let's 282 00:18:50,090 --> 00:18:54,570 get started on the security topic with a few questions 283 00:18:54,570 --> 00:18:58,190 where you receive around data protection. We know this is 284 00:18:58,190 --> 00:19:02,820 top of mind for many organizations and we want you 285 00:19:02,820 --> 00:19:05,480 to know what we're doing to secure and keep your 286 00:19:05,480 --> 00:19:09,700 data protected. We're going to answer questions that relate to 287 00:19:09,700 --> 00:19:14,050 both cloud contact center security and AI security, but let's 288 00:19:14,050 --> 00:19:20,780 start with Genesys and cloud contact center data protection. Janelle, 289 00:19:21,050 --> 00:19:24,630 a common question that we hear from customers is how 290 00:19:24,630 --> 00:19:30,120 does Genesys provide security for multi- tenent cloud environment? We 291 00:19:30,120 --> 00:19:34,020 do get that question a lot. So, multi- tenent environment security 292 00:19:34,090 --> 00:19:39,700 is enforced with essentially barriers and controls that keep your 293 00:19:39,700 --> 00:19:45,650 data completely separated from everyone else's allowing secure access to 294 00:19:45,950 --> 00:19:51,610 yours and your data only. We're regularly testing these controls 295 00:19:51,610 --> 00:19:55,360 to ensure the access is secure, and each organization is 296 00:19:55,360 --> 00:20:01,640 completely isolated within these barriers. Great. And how is that 297 00:20:01,640 --> 00:20:06,880 data encrypted? I would say it's encrypted with a TLA 298 00:20:06,930 --> 00:20:14,430 called TLS, Transport Layer Security. Genesys applications interact with cloud 299 00:20:14,430 --> 00:20:19,520 servers over transport layer security transmission. And what that does 300 00:20:19,520 --> 00:20:22,600 is it ensures the highest level of security when your 301 00:20:22,600 --> 00:20:27,610 data is in transit. The transport layer security, it terminates 302 00:20:27,640 --> 00:20:31,500 only within the Genesys network. So, you can be assured 303 00:20:31,500 --> 00:20:36,390 that your sensitive data at rest is encrypted using what's 304 00:20:36,390 --> 00:20:41,000 called AES- 256. These keys are encrypted with a regular 305 00:20:41,000 --> 00:20:45,840 rotated set of master keys for extra security. Great. And 306 00:20:46,280 --> 00:20:50,600 how does Genesys manage storage of transcripts and other data? 307 00:20:50,600 --> 00:20:54,150 Is it local or is it in the cloud? Call 308 00:20:54,150 --> 00:21:01,070 recordings, screen recordings, transcripts, they're all encrypted using an individual 309 00:21:01,070 --> 00:21:05,630 customer key that can only be decrypted by the customer 310 00:21:05,630 --> 00:21:13,270 who owns them. Our encryption algorithm uses strong 3072 that 311 00:21:13,310 --> 00:21:17,850 public private key pairs to create unreadable records that may 312 00:21:17,850 --> 00:21:22,580 be safely stored off premises. And the use of long 313 00:21:22,580 --> 00:21:27,980 and strong cryptographic keys provides an effective defense against those 314 00:21:27,980 --> 00:21:31,170 brute force attacks that we're trying to all protect ourselves 315 00:21:31,170 --> 00:21:35,900 from. The public and private keys in a pair are 316 00:21:35,900 --> 00:21:40,160 mathematically linked. The private key is used to decrypt anything 317 00:21:40,160 --> 00:21:44,500 encrypted by its corresponding public key. It's recommended that an 318 00:21:44,500 --> 00:21:48,690 organization change those encrypted keys on a regular basis for 319 00:21:48,690 --> 00:21:54,340 added security. And we also have security destruction, policies and 320 00:21:54,340 --> 00:21:58,120 controls in place to destroy your data from our environment 321 00:21:58,240 --> 00:22:02,780 when and as needed. I'll also add that retention policies 322 00:22:02,780 --> 00:22:07,700 are managed by you and can be established by you 323 00:22:08,120 --> 00:22:11,460 to suit your business needs. And contact center managers can 324 00:22:11,460 --> 00:22:16,440 select recordings and transcripts to be protected from deletion for 325 00:22:16,440 --> 00:22:22,330 legal and other reasons as well. Great. Let's shift to 326 00:22:22,330 --> 00:22:27,700 Google now. Kishor, does Google look at my customer's data? 327 00:22:27,700 --> 00:22:32,770 This is a common question. And can Google view customer data 328 00:22:32,770 --> 00:22:37,860 or other GCP customers view my data or another company's 329 00:22:37,860 --> 00:22:41,340 data? We do hear this concern from customers all the 330 00:22:41,340 --> 00:22:48,930 time, and I understand why there is this concern. So, let me make it explicitly clear that Google Cloud does not share 331 00:22:49,050 --> 00:22:52,640 or use or has access to any customer data store 332 00:22:52,720 --> 00:22:56,660 in the cloud, in any format. Very similar to what 333 00:22:56,660 --> 00:23:00,650 Janelle explains that all the data is encrypted using a 334 00:23:00,650 --> 00:23:04,810 key, and that is a customer key. All the data 335 00:23:04,870 --> 00:23:08,950 in transit and address is encrypted and cannot be accessed 336 00:23:08,950 --> 00:23:12,930 by Google cloud, or in fact, anyone else. Your data 337 00:23:12,930 --> 00:23:15,890 is yours and you control what happens to your data. 338 00:23:16,300 --> 00:23:19,120 We do not use it for any purpose. With the 339 00:23:19,120 --> 00:23:22,080 exception that if you file a support ticket with us 340 00:23:22,130 --> 00:23:27,990 and you give us explicit permission to look at your 341 00:23:27,990 --> 00:23:31,080 data to solve a problem, then we will look at 342 00:23:31,080 --> 00:23:34,150 your data, but that's very explicit and you will get 343 00:23:34,150 --> 00:23:36,730 to know that we have accessed data who, when and 344 00:23:36,730 --> 00:23:39,940 why and what data is accessed, but that's only for 345 00:23:39,940 --> 00:23:45,160 solving a problem at a specific point in time. And 346 00:23:45,160 --> 00:23:50,000 Toby, does this apply to transcripts? How are those transcripts 347 00:23:50,000 --> 00:23:53,040 stored? Are they local, or are they stored in the 348 00:23:53,040 --> 00:23:57,420 cloud? Pretty similar answer to what Kishor just gave, which 349 00:23:57,420 --> 00:24:01,270 is that it turns out if we want our customers 350 00:24:01,270 --> 00:24:03,470 actually buy cloud software from us, they really want a 351 00:24:03,470 --> 00:24:05,340 lot of control over their data. And so, that's what we 352 00:24:05,340 --> 00:24:09,540 give them. So, yeah, I mean, in terms of transcripts, 353 00:24:09,540 --> 00:24:14,410 I would really separate the answer into two different buckets. 354 00:24:14,670 --> 00:24:17,730 One is what about audio transcripts. So, actual recordings of 355 00:24:17,730 --> 00:24:20,650 what people are saying. And one is about text transcripts. 356 00:24:21,040 --> 00:24:26,300 Audio transcripts, very easy to talk about. By default we 357 00:24:26,300 --> 00:24:30,530 don't store audio recordings at all. You can opt to 358 00:24:30,530 --> 00:24:35,150 do that via Genesys or via Google Cloud storage, however 359 00:24:35,150 --> 00:24:37,960 you wish, if you program it that way. But we 360 00:24:37,960 --> 00:24:43,080 actually won't do that by default. Text transcripts on the 361 00:24:43,080 --> 00:24:45,040 other hand, this will be, say what Google texts to 362 00:24:45,040 --> 00:24:50,240 speech, which is part of Dialogue Flow that text transcripts 363 00:24:50,300 --> 00:24:52,680 are stored by default. But you have a lot of 364 00:24:52,680 --> 00:24:54,730 options in the way that you can actually control this. 365 00:24:55,070 --> 00:24:57,610 You can store it in your own database on premises, 366 00:24:57,630 --> 00:25:01,090 you can store it in a Google Cloud buckets. You 367 00:25:01,090 --> 00:25:03,820 can store it in any other type of cloud database 368 00:25:05,010 --> 00:25:08,240 really anything you want and via that direction, you can 369 00:25:08,240 --> 00:25:11,350 also control retention periods, what region that text is actually 370 00:25:11,350 --> 00:25:13,620 stored in or anything else that you would probably care 371 00:25:13,620 --> 00:25:19,030 about. Additionally, I would say as a best practice most 372 00:25:19,030 --> 00:25:23,020 of our customers will actually redact any customer logs that 373 00:25:23,070 --> 00:25:26,610 they have, any utterances that their end customers are actually 374 00:25:26,610 --> 00:25:30,350 saying it's their contact center systems so that, especially if 375 00:25:30,350 --> 00:25:34,030 they mentioned something like, " Hey, is it possible to mail 376 00:25:34,030 --> 00:25:38,930 that card to my address at 1234 Main Street?" That 377 00:25:38,930 --> 00:25:42,240 address is actually redacted from the logs, thus minimizing your 378 00:25:42,240 --> 00:25:48,240 security exposure. So, long story short is just like anything 379 00:25:48,240 --> 00:25:51,460 else you have full control over your data. And Google 380 00:25:51,460 --> 00:25:54,010 is not using it for any purpose for itself, it's 381 00:25:54,010 --> 00:25:59,870 just for you. And I think one of the top 382 00:25:59,870 --> 00:26:04,970 questions you probably received, Toby is what data is used 383 00:26:04,970 --> 00:26:11,630 for training the AI models? Also an excellent question. The 384 00:26:11,630 --> 00:26:16,620 data that you use to train AI models will be data 385 00:26:16,620 --> 00:26:20,670 that you provide. So, let's say for instance that you're 386 00:26:20,670 --> 00:26:25,050 programming a CCAI virtual agent intent for paying your bill, 387 00:26:25,550 --> 00:26:28,100 an example that we gave earlier. But you may go 388 00:26:28,100 --> 00:26:30,880 and insert training phrases into that that tells the system 389 00:26:30,880 --> 00:26:33,240 how to recognize that somebody wants to pay their bill. 390 00:26:33,820 --> 00:26:36,860 It might be something like, " I want to pay my 391 00:26:36,860 --> 00:26:42,710 bill today. Or how do I pay my bill? Or 392 00:26:43,140 --> 00:26:45,730 I have money I'm ready to pay." So, you might 393 00:26:45,730 --> 00:26:49,640 feed all of those what are called training phrases into 394 00:26:49,640 --> 00:26:51,760 the system. And the system would know that if it 395 00:26:51,760 --> 00:26:54,500 sees something similar to that, that it would go and 396 00:26:54,500 --> 00:26:57,130 recognize the intent pay my bill. So, that's the training 397 00:26:57,130 --> 00:27:01,610 input data. So, you actually go and supply that as 398 00:27:01,610 --> 00:27:03,800 a customer or you pay a system integrator, go ahead 399 00:27:03,880 --> 00:27:07,270 and do that for you. Importantly, and this is true 400 00:27:07,270 --> 00:27:10,440 for all artificial intelligence, not just for CCAI virtual agent 401 00:27:10,440 --> 00:27:12,960 and Dialogue Flow. You should make sure that there's no 402 00:27:12,960 --> 00:27:16,440 PII in that data. You don't want to be training AI models on 403 00:27:16,440 --> 00:27:18,940 PII, because then it's going to be making inferences based 404 00:27:18,950 --> 00:27:20,990 on the PII that you put in there. And it 405 00:27:20,990 --> 00:27:24,760 may be inferring things about other customers PII when it's 406 00:27:24,760 --> 00:27:29,210 talking to a different customer. So, you supply the data 407 00:27:29,210 --> 00:27:32,560 and you own that data and we don't use it 408 00:27:32,560 --> 00:27:35,580 to train other models per se, other customers, it's just 409 00:27:35,580 --> 00:27:41,410 for you. Good to know. Kishor, how is my customer's 410 00:27:41,410 --> 00:27:50,220 data on CCAI encrypted and secured? Sure. So, I actually 411 00:27:50,480 --> 00:27:53,570 a few questions about that if everything in the Google 412 00:27:53,570 --> 00:27:59,270 Cloud is encrypted. So, it's no different for CCAI. CCAI being 413 00:27:59,270 --> 00:28:02,730 an integrated solution So the piece of the technology, which 414 00:28:02,730 --> 00:28:07,390 lives in Google is very similarly encrypt data, in transit 415 00:28:07,890 --> 00:28:11,230 and address. And I think Janelle mentioned how they encrypt 416 00:28:11,540 --> 00:28:14,450 data on the Genesys side. So, when you bring both 417 00:28:14,450 --> 00:28:18,130 of these solutions together, all your data once it enters 418 00:28:18,680 --> 00:28:25,180 either Genesys infrastructure or our infrastructure is encrypted and stored 419 00:28:25,950 --> 00:28:31,400 encrypted all the time. Right. I think one of you 420 00:28:31,400 --> 00:28:33,870 touched on this earlier, but this question just came in 421 00:28:33,870 --> 00:28:39,270 from the audience about redacting sensitive information. How do you 422 00:28:39,270 --> 00:28:42,970 do that? Could you touch on that again? Yes. I 423 00:28:42,970 --> 00:28:45,320 can see actually there are two questions here by audience 424 00:28:45,320 --> 00:28:48,930 that, how do you do redacting? So, yes, this is one of 425 00:28:48,930 --> 00:28:51,910 the most common questions we get asked that how do 426 00:28:51,910 --> 00:28:55,760 you remove PII information? And I think it will be mentioned 427 00:28:55,760 --> 00:29:00,950 that briefly that how do we handle it? So, once 428 00:29:00,950 --> 00:29:04,010 the data comes in, in any format like chat or 429 00:29:04,110 --> 00:29:07,390 voice, of course, voice gets converted again into the text 430 00:29:07,730 --> 00:29:10,310 and it's handed over to Dialogue Flow. So, the flow 431 00:29:10,310 --> 00:29:14,550 starts from Genesys and comes into the Dialogue Flow. There 432 00:29:14,900 --> 00:29:17,410 is a step where this information has to go into 433 00:29:17,410 --> 00:29:20,680 the backend systems of the customer, because let's say for 434 00:29:20,680 --> 00:29:23,990 example, the customer is asking for billing information. And for 435 00:29:23,990 --> 00:29:27,190 that, we need the account, which is a PII information. 436 00:29:27,190 --> 00:29:30,530 Or customer is providing a credit card number, which is 437 00:29:30,530 --> 00:29:34,090 again, a PII information. So, that information goes to the 438 00:29:34,090 --> 00:29:39,360 backend, but before we store the transcription logs on the 439 00:29:39,360 --> 00:29:43,700 desk, we redact it and we do mask it so 440 00:29:43,870 --> 00:29:46,350 it's not like we created an empty space between the 441 00:29:46,350 --> 00:29:50,640 text, we mask it. We use cloud data loss prevention, 442 00:29:50,640 --> 00:29:53,590 API. This is a API which is available on its 443 00:29:53,590 --> 00:29:56,530 own to the customer by Google Cloud, but it's also 444 00:29:56,870 --> 00:30:01,490 internally used by CCAI. So, it has standard 26 formats, 445 00:30:01,490 --> 00:30:04,170 which you can use for redaction and masking and keep 446 00:30:04,170 --> 00:30:09,140 the formatting. Also, you can define and create your own 447 00:30:11,990 --> 00:30:15,700 masking. For example, you have an alphanumeric account number and 448 00:30:15,700 --> 00:30:18,480 there is no standard format available, you can define your 449 00:30:18,480 --> 00:30:23,250 own format and master data that way. I'm a big 450 00:30:23,250 --> 00:30:25,810 fan of that tool, Kishor. It's so much easier than reg 451 00:30:25,870 --> 00:30:35,830 clause. Okay. So, let's shift to access control and app 452 00:30:35,830 --> 00:30:40,690 security. We know that preventing authorized access to systems and 453 00:30:40,690 --> 00:30:43,750 tools is probably one of the best ways that we 454 00:30:43,750 --> 00:30:49,010 can secure data. And most organizations that we speak with 455 00:30:49,010 --> 00:30:53,460 ask us about three things. The first is authentication. Second 456 00:30:53,460 --> 00:30:56,710 is authorization, and the third is auditing. And I like 457 00:30:56,710 --> 00:30:59,610 to think of these as the three As of access 458 00:30:59,610 --> 00:31:03,690 control. So, let's start with Genesys and one of the 459 00:31:03,690 --> 00:31:07,830 top questions we see from our customers. Janelle, how does 460 00:31:07,830 --> 00:31:13,560 Genesys manage authentication and role based access control? Well, let's 461 00:31:13,560 --> 00:31:17,730 hit on two of those three As Wendy. So, Genesys 462 00:31:17,730 --> 00:31:25,380 authorized users, access Genesys cloud using multifactor authentication. So, I'll 463 00:31:25,380 --> 00:31:29,420 use our activities, are logged and monitored and access by 464 00:31:29,420 --> 00:31:35,610 privileged users is reviewed periodically. Access is role- based and 465 00:31:35,610 --> 00:31:39,500 these access controls ensure that only users with the proper 466 00:31:39,500 --> 00:31:44,220 authority and legitimate business requirements are allowed to access on 467 00:31:44,240 --> 00:31:49,040 your data. We use something called OAuth authorization to hit 468 00:31:49,040 --> 00:31:52,620 on the second A there for secure access to third 469 00:31:52,620 --> 00:31:57,830 party applications without revealing any of those authentication details. And 470 00:31:57,830 --> 00:31:59,860 so, just to clarify a little bit more, if that's 471 00:31:59,860 --> 00:32:05,240 a new term, if you're listening in OAuth authorization. Authorization, 472 00:32:06,090 --> 00:32:09,180 the size of what an app can do and authentication 473 00:32:09,180 --> 00:32:15,520 can verify the user identity. Awesome. And Toby, do you 474 00:32:15,520 --> 00:32:22,310 want to hit on Google and? I think that's a 475 00:32:22,310 --> 00:32:31,240 better question for Kishor. So, basically we integrate with GCBIAM, 476 00:32:34,890 --> 00:32:38,810 GCBIAM controls identity and access management across GCB products, and 477 00:32:38,810 --> 00:32:43,420 then that means twofold for CCAI components and a twofold 478 00:32:43,740 --> 00:32:46,670 Dialogue Flow. So, there are different roles which are at 479 00:32:46,670 --> 00:32:49,640 different levels. So, you have a developer role as well as 480 00:32:49,640 --> 00:32:53,150 a non developer role for Dialogue Flow earlier with Toby mentioned 481 00:32:53,150 --> 00:32:56,450 that Dialogue Flows are good also for non- developers to 482 00:32:56,450 --> 00:33:00,700 create a conversational AI. So, these different rules are available 483 00:33:00,700 --> 00:33:04,950 and you can give access to people with different roles 484 00:33:05,360 --> 00:33:11,390 as well as that are API level basically roles, which 485 00:33:11,390 --> 00:33:15,880 while integration between Genesys and the customer, that is sorry, Genesis 486 00:33:16,440 --> 00:33:19,750 and Google. I'm sure you don't want the partner to 487 00:33:20,010 --> 00:33:22,980 have access to everything. And I think we already answered that you 488 00:33:22,980 --> 00:33:26,030 own your data. So, what level of access does the 489 00:33:26,030 --> 00:33:29,050 partner gets can also be defined at a very granular 490 00:33:29,050 --> 00:33:38,240 level. Right. And Kishor, when it comes to continuous security and 491 00:33:38,240 --> 00:33:45,160 audit mechanisms, what mechanisms does Google have in place to 492 00:33:45,160 --> 00:33:54,110 protect those systems? So, what are we trying to protect? 493 00:33:54,170 --> 00:33:56,700 The most important data we are trying to protect is in the CCAI 494 00:33:56,700 --> 00:33:58,680 space, of course, in general, we are trying to protect 495 00:33:58,680 --> 00:34:02,190 everything which customer gives us, but in CCAI space is 496 00:34:02,190 --> 00:34:06,030 the conversational logs. And there are two different kinds of 497 00:34:06,030 --> 00:34:08,790 logs. One is the conversational logs and another is the 498 00:34:12,160 --> 00:34:17,030 application log. So, for application logs, GCB will write something called Cloud Operations, 499 00:34:17,030 --> 00:34:20,240 and previously it was known as tack driver, which lets 500 00:34:20,240 --> 00:34:27,040 you basically log, debug trace, monitor and do the notification 501 00:34:27,040 --> 00:34:31,250 and alerting. All these functionality is available in one place. 502 00:34:31,520 --> 00:34:35,030 So, no matter what GCB products you are using, you 503 00:34:35,030 --> 00:34:38,010 can do all of these functions for that product that 504 00:34:38,010 --> 00:34:41,590 also includes Dialogue Flow. That means any API call on the dialogue 505 00:34:41,590 --> 00:34:46,530 flow can be looked at, you can set up a 506 00:34:46,530 --> 00:34:49,530 notification. If something is breaking a post, you can set up 507 00:34:49,530 --> 00:34:55,190 a notification. And with conversational logs now that is important. 508 00:34:55,190 --> 00:34:59,620 This is where your... Again, it's your choice. You may 509 00:34:59,620 --> 00:35:02,480 store or not store PII information as part of the 510 00:35:02,480 --> 00:35:07,170 conversation logs. But even if you redact the PII information, 511 00:35:07,250 --> 00:35:11,840 this is very sensitive information. So, again, it is encrypted 512 00:35:12,900 --> 00:35:16,960 and we provide something called access control, transparency. That means 513 00:35:17,610 --> 00:35:20,680 that let's say you call at Google or Genesys, and 514 00:35:20,680 --> 00:35:23,340 you will say that there is a problem in the 515 00:35:23,340 --> 00:35:27,280 system. And we need to look at this data specifically 516 00:35:27,280 --> 00:35:32,010 conversational logs with your explicit permission, we will look at 517 00:35:32,010 --> 00:35:35,360 that data, but at the same time, we will do 518 00:35:35,360 --> 00:35:38,790 the logging that who looked this long, why this log 519 00:35:38,790 --> 00:35:42,100 was looked at, and one point in time. And then you 520 00:35:42,100 --> 00:35:46,510 can set up notification, that means you all security and compliance team is 521 00:35:46,510 --> 00:35:52,160 aware that what is going on. Good to know, and to know... Oh 522 00:35:52,160 --> 00:35:55,440 yeah, go ahead. Maybe from a people perspective, if I 523 00:35:55,440 --> 00:35:59,440 could answer that, from Genesys' point of view, we are 524 00:35:59,440 --> 00:36:03,730 continuously security monitoring with a group of experts that monitor 525 00:36:03,730 --> 00:36:08,710 the systems 24/ 7, using a comprehensive set of tools 526 00:36:08,710 --> 00:36:13,670 and processes and industry best practices. So, drilling into that 527 00:36:13,670 --> 00:36:16,640 a little bit more, we have a large number of 528 00:36:16,640 --> 00:36:24,500 security, engineers, security analysts, penetration testers, ethical hackers, and compliance 529 00:36:24,500 --> 00:36:29,610 analysts. They're all in house to keep our offering secure 530 00:36:29,610 --> 00:36:32,300 and compliant. And all of these experts have a wealth 531 00:36:32,300 --> 00:36:37,440 of industry experience and security monitoring, their responsibilities include event 532 00:36:37,440 --> 00:36:42,580 monitoring, intrusion detection, logging, and alerting and then vulnerability and 533 00:36:42,580 --> 00:36:47,710 incident response management. And we're also providing audit mechanisms across 534 00:36:47,710 --> 00:36:53,120 events, user access, and administration to go with it. Great. 535 00:36:56,070 --> 00:36:59,960 Here's a user common question. Maybe Toby, we could start with 536 00:36:59,960 --> 00:37:03,890 you. If my customer already has their data in Google 537 00:37:03,890 --> 00:37:07,740 Cloud platform, will they be able to access and use 538 00:37:07,740 --> 00:37:15,150 this data through CCAI? Yap. I would say generally, yes. 539 00:37:15,990 --> 00:37:18,850 I think that the most key thing to consider here 540 00:37:18,850 --> 00:37:21,780 is exactly what Kishor talked about earlier, which is identity 541 00:37:21,780 --> 00:37:24,870 and access management also called IEM in the cloud world. 542 00:37:27,050 --> 00:37:30,020 If you have authorization to use that data within your 543 00:37:30,020 --> 00:37:34,150 company, then you can use that data. Generally, as part 544 00:37:34,150 --> 00:37:37,200 of your deployment process with CCAI, you may actually go 545 00:37:37,200 --> 00:37:41,250 ahead and ask your cloud administrator to give whoever the 546 00:37:41,250 --> 00:37:45,580 developers are of that system or whoever's administrating CCAI as 547 00:37:45,580 --> 00:37:50,340 a system on Genesys to give them the appropriate roles 548 00:37:50,340 --> 00:37:54,110 and permissions to actually use that data. Typically, this data 549 00:37:54,110 --> 00:37:57,410 is going to be something like maybe conversation logs from 550 00:37:57,410 --> 00:38:01,050 previous interactions, which you might use as training data for 551 00:38:01,050 --> 00:38:06,500 your future designs. It may also be say customer databases 552 00:38:06,500 --> 00:38:09,610 you use to automatically resolve queries. So, maybe you may 553 00:38:09,610 --> 00:38:12,730 go and check to see what a customer's billing zip 554 00:38:12,730 --> 00:38:16,030 code is in a database, to be able to tell whether or not 555 00:38:16,030 --> 00:38:18,140 somebody is authorized to make a change to an account, 556 00:38:18,320 --> 00:38:21,710 or to just provide a provide an account validation question. 557 00:38:25,980 --> 00:38:28,980 Great. Looks like we answered this question, but this just 558 00:38:28,980 --> 00:38:35,470 came in via the live audience. Can the CCAI customer 559 00:38:35,470 --> 00:38:39,630 access the transcripts and can a partner access transcripts? I 560 00:38:39,630 --> 00:38:43,180 think you've touched on this Kishor. Yes. So, I would 561 00:38:44,210 --> 00:38:46,900 simply say, I think between me and Janelle and Toby, 562 00:38:46,900 --> 00:38:49,170 we've answered this question in a different format, but what 563 00:38:49,170 --> 00:38:53,010 I would say is that we take access security very, 564 00:38:53,010 --> 00:38:56,390 very serious, but it is important for us. It's important 565 00:38:56,390 --> 00:38:59,780 for Genesys because we understand that is as you see 566 00:38:59,780 --> 00:39:02,050 the voting resides, this is the biggest concern for our 567 00:39:02,600 --> 00:39:07,570 customer. And what does that mean? That means that nobody 568 00:39:07,570 --> 00:39:12,110 has access to these transcripts except the customer themselves, even 569 00:39:12,930 --> 00:39:16,770 for the customers, with the help of IIM, they can choose their 570 00:39:16,770 --> 00:39:20,600 own employees have access to this data or not. That 571 00:39:20,600 --> 00:39:23,900 is true again for the partners. Partners will not have 572 00:39:23,900 --> 00:39:27,830 access by default. So, you have to explicitly grant the 573 00:39:27,830 --> 00:39:33,070 access permission to the partners, again for highly regulated environment. 574 00:39:33,730 --> 00:39:36,240 Most of the times nobody has access to this transcript. 575 00:39:37,050 --> 00:39:39,990 Too for Dialogue Flow, you can control who gets access 576 00:39:39,990 --> 00:39:47,250 to this and finally some things I mentioned in the... Sorry, there was some echo. 577 00:39:47,370 --> 00:39:49,610 But finally, I think I haven't mentioned that I mentioned 578 00:39:49,610 --> 00:39:54,130 earlier the only simple use case where we get access 579 00:39:54,130 --> 00:39:56,900 to the transcript blogs is when you have an on 580 00:39:56,900 --> 00:40:01,370 call engineer access, transcript blogs for troubleshooting purpose. This access 581 00:40:01,370 --> 00:40:04,570 is again, taught and tracked and available for reporting anytime using 582 00:40:04,570 --> 00:40:12,830 access control transparency. That's great. Thank you. Let's go ahead and shift gears to compliance 583 00:40:12,920 --> 00:40:17,020 and resiliency and how they play a part in keeping 584 00:40:17,020 --> 00:40:21,650 systems secure. Let's look at some regulations that have been 585 00:40:21,650 --> 00:40:25,910 put in place like GDPR to protect consumers and payment 586 00:40:25,910 --> 00:40:30,780 card protection standards, all of these, of course, designed to 587 00:40:30,780 --> 00:40:35,280 protect an organization, minimize risk which can be costly if 588 00:40:35,280 --> 00:40:40,380 it's not managed well not to mention disturbing trust with 589 00:40:40,380 --> 00:40:46,530 your customers, citizens, constituents, consumers. And as you can imagine, 590 00:40:46,530 --> 00:40:49,780 many companies around the world care about this deeply as 591 00:40:49,780 --> 00:40:53,550 we saw in the poll earlier. So, why don't we 592 00:40:53,550 --> 00:40:59,410 start with Genesys what security and compliance standards do you 593 00:40:59,410 --> 00:41:04,210 offer, Janelle? Large. And so, since this is such a 594 00:41:04,210 --> 00:41:07,110 hot topic based on our poll, let's go into a little bit 595 00:41:07,110 --> 00:41:10,720 more details here. So, we support high level of compliance 596 00:41:11,020 --> 00:41:16,480 with many standards and regulations worldwide. The list is pretty 597 00:41:16,480 --> 00:41:25,800 extensive Soc 2, PCI, GDPR HIPAA, coupled with ISO, privacy 598 00:41:25,800 --> 00:41:31,880 shield compliance and USEU, and US Switzerland data transfer requirements. 599 00:41:31,880 --> 00:41:36,540 And I bet Google's list is even longer. So, same 600 00:41:36,540 --> 00:41:45,080 question to Toby. Yeah, pretty similar answer. I think that 601 00:41:45,080 --> 00:41:48,230 we overlap with most of those. But yeah, another really 602 00:41:48,230 --> 00:41:51,370 long list. The full list is available on Google Cloud's 603 00:41:51,370 --> 00:41:54,520 website. The only thing I would add to this is 604 00:41:54,720 --> 00:41:57,530 say for things like HIPAA, of course, like software itself 605 00:41:57,530 --> 00:42:00,310 doesn't come HIPAA compliant. Like you as an organization also 606 00:42:00,330 --> 00:42:03,780 have to operate in a HIPAA compliant way. But yeah, 607 00:42:03,780 --> 00:42:08,840 we do fulfill the requirements for most organizations. I would 608 00:42:08,840 --> 00:42:12,860 say the one exception is that we are still working 609 00:42:12,860 --> 00:42:18,000 on GDPR. So, and a couple of quarters we'll be 610 00:42:18,000 --> 00:42:22,860 ready to be GDPR compliant out of the box. If you 611 00:42:22,860 --> 00:42:27,130 are a European customer then in the short term, you 612 00:42:27,130 --> 00:42:29,830 would have to do a bit of extra configuration to 613 00:42:29,830 --> 00:42:33,850 become GDPR compliant, but just talk to your local sales 614 00:42:33,850 --> 00:42:37,230 engineer or a solutions architect about how to accomplish that. 615 00:42:38,400 --> 00:42:45,410 Speaking of GDPR, Janelle how does Genesys handle removal of data 616 00:42:45,690 --> 00:42:51,060 from the models in relation to GDPR rights. I know 617 00:42:51,060 --> 00:42:54,470 Google touched on protecting PII data a little bit already, 618 00:42:54,480 --> 00:42:57,210 but from a Genesys perspective, we started our work on 619 00:42:57,210 --> 00:43:03,600 GDPR back in 2017, actually. We successfully completed a data 620 00:43:03,600 --> 00:43:09,070 inventory that determined every single location in which Genesys cloud 621 00:43:09,300 --> 00:43:13,950 stores and processes and transmits that PII data. So, every 622 00:43:13,950 --> 00:43:18,640 service and Genesys cloud includes an automated mechanism for data 623 00:43:18,640 --> 00:43:23,390 access and data deletion requests. For cloud, we created also 624 00:43:23,390 --> 00:43:29,210 a GDPR API that allows companies to implement their customer's 625 00:43:29,210 --> 00:43:32,980 requests also to exercise their fundamental data rights. And with 626 00:43:32,980 --> 00:43:37,360 this API cloud users can establish a mechanism to easily 627 00:43:37,360 --> 00:43:41,330 access and manage their private data and the requests of 628 00:43:41,330 --> 00:43:46,490 their customers too. Awesome. And Kishor or Toby, anything to 629 00:43:46,490 --> 00:43:52,280 add on the GDPR front? Yeah. So, I think Toby 630 00:43:52,450 --> 00:43:57,020 replied to the GDPR, but even once we have it, it 631 00:43:57,020 --> 00:44:01,600 is important that any security is a partnership between us 632 00:44:01,600 --> 00:44:05,700 and the customer. And that is true for GDPR. We 633 00:44:05,700 --> 00:44:09,380 are the data locates and the server is our responsibility, but in 634 00:44:09,380 --> 00:44:13,690 turn handling the end customer data will be the responsibility 635 00:44:13,730 --> 00:44:18,040 of customer, like the retention timelines, or when to delete 636 00:44:18,840 --> 00:44:21,730 if the end customer is asking to remove their own 637 00:44:21,730 --> 00:44:26,230 data, our customers have to be responsible for removing that 638 00:44:26,230 --> 00:44:35,250 data. Right. Compliance is huge but also is ensuring access 639 00:44:35,250 --> 00:44:39,110 to systems and having our resilient contact center system. Janelle, 640 00:44:41,370 --> 00:44:44,480 maybe you can answer this first. How is resiliency in 641 00:44:44,480 --> 00:44:50,190 general system availability, communicated to Genesys and Google customer. So, 642 00:44:50,190 --> 00:44:54,170 for Genesys, how do we do that? Yeah, so we get that business 643 00:44:54,170 --> 00:44:58,400 continuity and resiliency is absolutely critical for your business and 644 00:44:58,400 --> 00:45:02,070 at Genesys. We believe in complete transparency, especially when it 645 00:45:02,070 --> 00:45:06,100 comes to cloud services availability. So, we publish that to 646 00:45:06,100 --> 00:45:08,720 the world, whether you're a Genesys customer or not. So, 647 00:45:08,720 --> 00:45:10,680 if you want to check it out, go to status. 648 00:45:10,690 --> 00:45:15,430 mypurecloud. com and anyone can access our status page and 649 00:45:15,520 --> 00:45:19,900 view all of our regional systems operational status, including any 650 00:45:19,900 --> 00:45:24,620 outages or degraded services. We feel really strongly about maintaining 651 00:45:24,620 --> 00:45:27,860 transparency when it comes to our cloud systems and operational 652 00:45:27,860 --> 00:45:32,070 status. And so, to help keep ourselves accountable, we publish 653 00:45:32,070 --> 00:45:37,280 it to the world. And Kishor, what about Google? Yeah, I think that 654 00:45:37,280 --> 00:45:39,430 is true with us too, that we, of course, with a cloud 655 00:45:39,430 --> 00:45:42,410 provider, we are supposed to publish the status of all 656 00:45:42,410 --> 00:45:46,470 the services. So, on Google cloud that is a status 657 00:45:46,470 --> 00:45:48,230 page where you can see the status of all the 658 00:45:48,860 --> 00:45:53,040 services. And we also send notifications to our customers if 659 00:45:53,040 --> 00:45:57,280 service pulls down, unfortunately that's the reality that things do 660 00:45:57,280 --> 00:46:00,090 go down, but also the way we have set up 661 00:46:00,090 --> 00:46:03,540 the support infrastructure between Genesys and us, which is very 662 00:46:03,540 --> 00:46:07,480 important for our end customer, that between us, if something 663 00:46:07,480 --> 00:46:10,480 goes wrong, the customer doesn't only have to work with 664 00:46:10,480 --> 00:46:13,200 one of us. And that's probably Genesys where you make 665 00:46:13,200 --> 00:46:15,600 a call and you say something is wrong and we 666 00:46:15,600 --> 00:46:19,880 work together to resolve the issue. So, we've figured out where things 667 00:46:19,880 --> 00:46:23,490 are going wrong, but our support takes care of all 668 00:46:23,490 --> 00:46:29,180 of this as a part of integrated solution. Awesome. And 669 00:46:29,180 --> 00:46:35,090 another important question we received is what are your SLAs? Janell, you want 670 00:46:35,090 --> 00:46:39,770 to take that? Yep. So, resilient systems we know are 671 00:46:39,770 --> 00:46:42,520 core to your business strategy. So, they're core to our 672 00:46:42,520 --> 00:46:49,170 business strategy. So, we offer continuous service 24/7, 365 days 673 00:46:49,180 --> 00:46:52,440 a year, and we strive for a 100% uptime. And 674 00:46:52,440 --> 00:46:56,240 I'm proud to say between February and now at the 675 00:46:56,240 --> 00:46:58,720 time of this recording in early May, we've had a 676 00:46:58,720 --> 00:47:04,010 100% uptime across every region, where Genesys cloud is deployed. 677 00:47:04,650 --> 00:47:08,410 So, I'll add as well, except for scheduled downtime in 678 00:47:08,410 --> 00:47:11,490 which we offer at least three days notice. So, you 679 00:47:11,490 --> 00:47:14,840 can be prepared and which will not exceed five hours 680 00:47:14,840 --> 00:47:18,770 a month so you can be assured about that. And 681 00:47:18,770 --> 00:47:22,900 we do stand behind our resiliency SLA2. So, we offer 682 00:47:22,900 --> 00:47:29,770 credits back to you if downtime drops below 99.99, but 683 00:47:29,880 --> 00:47:36,240 you can be assured that we're regularly achieving 99.995 or 684 00:47:36,240 --> 00:47:46,480 higher, which is about 27 minutes year downtime. Awesome. Yeah, 685 00:47:47,090 --> 00:47:50,700 I think we strive for very similar numbers. Google being a 686 00:47:50,700 --> 00:47:53,010 cloud provider. Of course, it is very critical for us 687 00:47:53,010 --> 00:47:56,840 to have high SLA numbers three nines, four nines, I 688 00:47:58,970 --> 00:48:02,680 cannot unfortunately like Janelle give you specific numbers because Google 689 00:48:02,680 --> 00:48:06,740 cloud has many, many products and different products have different 690 00:48:06,840 --> 00:48:11,700 SLAs. So, I would request, everybody in the audience to 691 00:48:11,700 --> 00:48:14,410 look at our SLA pages for our products. And then 692 00:48:14,410 --> 00:48:18,080 they are very explicitly mentioned that what kind of SLAs 693 00:48:18,190 --> 00:48:24,820 we provide. Point is transparency. It's provided online by cloud 694 00:48:24,820 --> 00:48:31,720 companies. Let's go ahead and, before we move to Q and A, 695 00:48:31,720 --> 00:48:36,680 let's just talk a little bit about business continuity. These 696 00:48:36,680 --> 00:48:41,060 last several weeks have been a challenge for every business 697 00:48:41,060 --> 00:48:45,080 around the world, and it's really highlighted the need for 698 00:48:45,080 --> 00:48:48,550 a well honed business continuity plan that covers a broad 699 00:48:48,550 --> 00:48:52,760 range of scenarios. So, let's go to Janelle on this 700 00:48:52,760 --> 00:48:56,700 topic and tell us how Genesys and Google have been 701 00:48:56,700 --> 00:49:01,390 partnering to provide business continuity. Sure. I'm proud to be 702 00:49:01,390 --> 00:49:06,050 partnering with Google, always, and especially during these times, as 703 00:49:06,050 --> 00:49:10,210 we came out with a joint solution, powered by Genensys cloud and 704 00:49:10,210 --> 00:49:17,110 Genesys, a Google cloud CCAI so that, companies across the 705 00:49:17,110 --> 00:49:23,330 globe could very easily handled spikes in call volumes, especially 706 00:49:23,330 --> 00:49:26,810 related to COVID- 19 questions. So, think of some of 707 00:49:26,810 --> 00:49:33,970 the industries that Toby mentioned earlier with healthcare, financial services, 708 00:49:34,080 --> 00:49:39,530 retail, even government. Really, as a first line of response 709 00:49:39,610 --> 00:49:46,360 through an automated of virtual agent that provides 24/7 conversational 710 00:49:46,360 --> 00:49:50,200 self- service supported, not just in the voice channel, but 711 00:49:50,200 --> 00:49:54,430 across chat and messaging as well. And this offer is 712 00:49:54,960 --> 00:49:59,790 out for you to consume a free, up and running 713 00:49:59,790 --> 00:50:02,670 in one to two weeks. And the offer is valid 714 00:50:02,670 --> 00:50:08,170 till July 31st with our combined solution. Awesome. Thank you. 715 00:50:09,280 --> 00:50:14,480 So, that brings us to some time for Q and A so 716 00:50:14,480 --> 00:50:16,560 we can take some live questions. Josh, you want to 717 00:50:16,560 --> 00:50:22,480 kick it off? I'd be happy to. So, just so 718 00:50:22,750 --> 00:50:26,790 everybody's aware we only have about seven or so minutes 719 00:50:26,790 --> 00:50:29,620 to go through Q and A but don't fret if 720 00:50:29,620 --> 00:50:32,240 we do not answer your question aloud, which might happen, 721 00:50:32,900 --> 00:50:34,760 we will follow up with you via email within the 722 00:50:34,760 --> 00:50:38,090 next few business days. So, with that, I think we 723 00:50:38,090 --> 00:50:39,730 are good to kick it off with our first question, 724 00:50:39,930 --> 00:50:47,550 Wendy. Looks like we've got a question here, is the data saved 725 00:50:47,550 --> 00:50:53,020 on both Google and the Genesys system and how the 726 00:50:53,020 --> 00:50:57,050 data not only PII in general is used between the 727 00:50:57,050 --> 00:51:04,380 two systems, if I'm interpreting that question, right? Maybe, Kishor 728 00:51:05,600 --> 00:51:09,330 will consider that. I think, I can get that question if you want. Kishor, do you prefer 729 00:51:09,330 --> 00:51:15,560 to take it? No, go ahead Toby, please. So, the 730 00:51:15,560 --> 00:51:18,130 data, I mean, I'd say like the data that CCAI 731 00:51:18,160 --> 00:51:22,480 uses can be on either or both systems just depending 732 00:51:22,480 --> 00:51:27,540 on the configuration for your particular organization. So, in particular, 733 00:51:27,540 --> 00:51:31,750 I would say that the most common way that I 734 00:51:31,750 --> 00:51:36,450 see data passed between, say Genesys cloud and CCAI virtual 735 00:51:36,450 --> 00:51:40,560 agent is when you're entering or exiting CCAI virtual agent 736 00:51:40,560 --> 00:51:44,820 conversation. So, say if you've redirected somebody from another menu 737 00:51:44,820 --> 00:51:47,340 where it said, " Press two to talk to our automated 738 00:51:47,630 --> 00:51:50,760 billing agent." And they go over to that billing agent 739 00:51:50,760 --> 00:51:55,980 picks up the phone and says, " Hi, welcome Toby. How 740 00:51:55,980 --> 00:52:00,070 can I help you with your billing today? You may have 741 00:52:00,070 --> 00:52:04,060 gone and actually passed, my name Toby to the CCAI 742 00:52:04,060 --> 00:52:06,410 virtual agent. So, in that case, you will have data on 743 00:52:06,490 --> 00:52:12,870 in both the Genesis and in CCAI virtual agent. However, 744 00:52:12,870 --> 00:52:15,290 it's also totally possible that you never do that pass 745 00:52:15,290 --> 00:52:18,070 through. And that data is actually stored in say a 746 00:52:18,070 --> 00:52:21,310 Google cloud database. In that case, then it's only on 747 00:52:21,310 --> 00:52:25,750 CCAI virtual agents. The point is that just based on 748 00:52:25,750 --> 00:52:32,220 your own regulatory compliance security, just general convenience of the 749 00:52:32,220 --> 00:52:35,130 way you design your IT you can configure it the 750 00:52:35,130 --> 00:52:39,640 way that makes sense for your organization. Now, I'll add 751 00:52:39,640 --> 00:52:42,750 on the Genesys side, it's a pass through. And I 752 00:52:42,750 --> 00:52:45,750 mentioned, I think before, too, when it comes to saving 753 00:52:45,750 --> 00:52:49,180 like call recordings or transcripts, those can be saved in 754 00:52:49,180 --> 00:52:56,790 your, on premises data stores as well. So, I think 755 00:52:56,790 --> 00:53:02,130 we have time for maybe one more question here. Maybe 756 00:53:02,130 --> 00:53:07,370 two, can we store data in a specific region? I 757 00:53:07,370 --> 00:53:11,260 think that this would be a good one for both 758 00:53:11,260 --> 00:53:17,290 of us to answer. So, who would like to start? I 759 00:53:17,290 --> 00:53:25,630 volunteer, Kishor. So, I tell you at present, all the 760 00:53:25,630 --> 00:53:32,010 CCAI data gets stored in USA. We do have plans 761 00:53:32,010 --> 00:53:37,640 to do the regionalization and localization by end of Q3. That's 762 00:53:37,640 --> 00:53:43,470 the current plan, once we launched that feature at that point in 763 00:53:43,560 --> 00:53:46,070 time, you will be able to store the data in 764 00:53:46,070 --> 00:53:58,640 a specific region. Yeah, and for Genesys- Genesys side. It can be 765 00:53:58,640 --> 00:54:03,100 stored in region as well on the Genesys side. We 766 00:54:03,100 --> 00:54:09,440 support many different regions from a cloud perspective. I'll add 767 00:54:09,440 --> 00:54:12,330 one more thing in case it wasn't mentioned, but definitely 768 00:54:12,330 --> 00:54:14,330 a lot of our customers also opt to store data 769 00:54:14,330 --> 00:54:18,480 on prem, especially if their existing compliance system is already 770 00:54:18,480 --> 00:54:20,740 there. So, I tend to see this a lot, especially 771 00:54:20,740 --> 00:54:28,780 with banks. Right, right. What about Dialogue Flow? Is it 772 00:54:28,780 --> 00:54:34,460 available globally? And does it support all of the common 773 00:54:34,460 --> 00:54:42,410 languages? Who wants to grab that? Yep, sure. I think right now we 774 00:54:42,410 --> 00:54:48,050 support 23 different languages and probably about 30 locales total. 775 00:54:48,640 --> 00:54:50,910 So, that is a say that we say, for instance, 776 00:54:50,910 --> 00:54:54,200 people speak English differently in like Hyderabad versus New York 777 00:54:54,230 --> 00:54:57,500 City. And so, we have different localizations for languages in 778 00:54:57,500 --> 00:55:01,900 each place but yeah, I mean, we do cover, I 779 00:55:01,900 --> 00:55:06,950 mean, probably most of the global population in terms of 780 00:55:06,950 --> 00:55:10,220 language score and we're always adding more. I guess, you 781 00:55:10,220 --> 00:55:12,430 could probably imagine but Google does have a lot of 782 00:55:12,450 --> 00:55:14,950 natural language data from all the people using Google Assistant 783 00:55:14,950 --> 00:55:19,630 and Google search. Yeah, that's great. And in addition to 784 00:55:19,630 --> 00:55:24,420 that, I will have to that remember multichannels so, there are specific language support for 785 00:55:24,420 --> 00:55:29,360 X, but the language support for what your region different. So, 786 00:55:29,360 --> 00:55:31,700 because that needs to happen like that is what speaks 787 00:55:31,700 --> 00:55:35,430 to texts happening. So, we have a page with describe 788 00:55:35,600 --> 00:55:40,330 all different kinds of languages supported on different channels on 789 00:55:40,330 --> 00:55:42,900 Google cloud. So, you can search for that dialogue fluid 790 00:55:42,900 --> 00:55:46,150 language support, and you can look at that page for 791 00:55:46,150 --> 00:55:51,090 detail information. narrative for now you should be forget it. 792 00:55:54,730 --> 00:55:58,580 We have a question that came in just now. I'm 793 00:55:58,580 --> 00:56:03,960 interested in... This is a Genesys customer on Genesys Engage on prem 794 00:56:04,400 --> 00:56:10,540 and they're interested in IVR or conversational AI and they're 795 00:56:10,540 --> 00:56:16,110 implementing JR which is intelligent automation, at the moment, can 796 00:56:16,110 --> 00:56:22,600 you comment something about this kind of implementation? Sure. I can. And I 797 00:56:22,600 --> 00:56:26,090 see that the person asking the question is from Lima, 798 00:56:26,090 --> 00:56:29,590 Peru, so hello to you and Lima, Peru. Thank you 799 00:56:29,590 --> 00:56:33,970 for your question. So, actually it reminds me that one 800 00:56:34,040 --> 00:56:39,540 of our customers, in healthcare customer here in North America, 801 00:56:39,590 --> 00:56:46,380 they have already implemented that COVID- 19 virtual agent, that we're 802 00:56:46,380 --> 00:56:49,530 partnering with Google on. And I was talking about earlier, 803 00:56:49,840 --> 00:56:53,560 they're actually a pure connect premise customer, but how they're 804 00:56:53,560 --> 00:56:59,540 doing that implementation is also in leveraging Genesys intelligent automation. 805 00:56:59,540 --> 00:57:02,760 So, my comment back to you would be that, we 806 00:57:02,760 --> 00:57:07,320 do have that integration between intelligent automation that can leverage 807 00:57:07,920 --> 00:57:12,240 the virtual agent capabilities of Google CCAI as well. Unfortunately, as 808 00:57:12,400 --> 00:57:14,640 like, I would want to draw you a picture or 809 00:57:14,640 --> 00:57:17,300 spend more time on this. So, I would point you 810 00:57:17,300 --> 00:57:20,820 to your solutions engineer or your partner support to go 811 00:57:20,820 --> 00:57:23,220 into more details, but my message to you is that 812 00:57:23,520 --> 00:57:27,370 it's possible from a technical perspective and has been done 813 00:57:27,370 --> 00:57:32,770 as well. Awesome. Thank you Janelle. That's all we have 814 00:57:32,770 --> 00:57:36,750 time for today, but it's been a great conversation, a big thank 815 00:57:36,920 --> 00:57:40,350 you to our panelists, to Kishor, Toby, Janelle, thank you. 816 00:57:40,710 --> 00:57:42,860 And I hope that we were able to answer some 817 00:57:42,860 --> 00:57:45,980 of your most pressing security questions, and if we didn't, 818 00:57:46,130 --> 00:57:49,130 we'll be following up to get you those answers. So, 819 00:57:49,130 --> 00:57:53,500 thank you. And, Josh back over to you. Sounds great. 820 00:57:53,980 --> 00:57:56,320 So, to wrap up, don't forget to take advantage of 821 00:57:56,320 --> 00:57:59,120 those additional resources within the resource list below the Q 822 00:57:59,120 --> 00:58:01,950 and A window. Click those before today's session ends and 823 00:58:01,950 --> 00:58:03,830 they'll open up a new tab in your browser and 824 00:58:03,830 --> 00:58:07,510 definitely expand on today's topic. And also be sure to 825 00:58:07,510 --> 00:58:10,190 check out our new podcast Tech Talks in 20, where 826 00:58:10,190 --> 00:58:12,780 you can sit down with Genesys experts to discuss the 827 00:58:12,780 --> 00:58:15,100 topics that you want to know more about in about 828 00:58:15,100 --> 00:58:18,210 20 minutes. You can listen on our website links in 829 00:58:18,210 --> 00:58:20,890 the podcast widget below, or you can tune in on 830 00:58:20,890 --> 00:58:24,610 iTunes, Google Play, Spotify and Stitcher. So, with that on 831 00:58:24,610 --> 00:58:28,010 behalf of Wendy, Janelle, Kishor and Toby and the entire Genesys 832 00:58:28,010 --> 00:58:31,470 team, we thank you for joining today's webcast. Until next 833 00:58:31,470 --> 00:00:00,000 time, have a good one, everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001Id5pQAC"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys Analyst Webinar The new normal: Redefining business continuity [cutoff co_thick="2px"][webinarschedule]Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. Join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. You’ll get insights into emerging trends, challenges and key learnings on these topics: Customer experience trends reshaping the industry Real stories of how call centers are adapting Managing a remote workforce [cutoff co_thick="2px"]1 00:00:04,720 --> 00:00:06,160 Good morning, evening, and afternoon 2 00:00:06,160 --> 00:00:07,490 everyone. My name is Josh 3 00:00:07,490 --> 00:00:08,200 Reed and I'm from the 4 00:00:08,270 --> 00:00:09,320 digital events team here at 5 00:00:09,330 --> 00:00:10,380 Genesys. And let me be 6 00:00:10,380 --> 00:00:11,390 the first to welcome you 7 00:00:12,290 --> 00:00:13,390 to today's webcast, The New 8 00:00:13,390 --> 00:00:16,940 Normal Redefining Business Continuity. And 9 00:00:16,940 --> 00:00:17,860 before I hand it off 10 00:00:17,860 --> 00:00:19,160 to our moderator today, I'm 11 00:00:19,160 --> 00:00:19,870 going to cover a few 12 00:00:19,870 --> 00:00:21,370 housekeeping items to ensure that 13 00:00:21,390 --> 00:00:22,360 you have the best experience 14 00:00:22,880 --> 00:00:24,270 viewing and listening to today's 15 00:00:24,270 --> 00:00:27,020 presentation. So, first off, if 16 00:00:27,020 --> 00:00:28,690 you experienced any problems viewing 17 00:00:28,690 --> 00:00:30,370 or listening to today's presentation, 18 00:00:30,920 --> 00:00:32,040 be sure to refresh your 19 00:00:32,040 --> 00:00:33,240 browser and make sure that 20 00:00:33,240 --> 00:00:33,910 it's up to date to 21 00:00:33,910 --> 00:00:35,780 support HTML5 as this usually 22 00:00:35,780 --> 00:00:37,740 fixes any console issues. If 23 00:00:37,740 --> 00:00:38,930 you think that slide window 24 00:00:38,930 --> 00:00:39,900 or that video window is 25 00:00:39,900 --> 00:00:41,140 too small, you can drag 26 00:00:41,140 --> 00:00:41,970 the bottom right corner of 27 00:00:41,970 --> 00:00:43,340 those windows to enlarge them 28 00:00:43,340 --> 00:00:44,330 at any time during the 29 00:00:44,330 --> 00:00:47,600 webcast. And although we're not going 30 00:00:47,820 --> 00:00:49,100 to host a live Q& 31 00:00:49,220 --> 00:00:49,720 A at the end of 32 00:00:49,720 --> 00:00:51,830 our presentation today, this is 33 00:00:51,830 --> 00:00:53,540 designed to be an interactive experience. And 34 00:00:53,610 --> 00:00:54,340 we would love for you 35 00:00:54,340 --> 00:00:55,270 to go ahead and throw 36 00:00:55,270 --> 00:00:56,420 those questions that you may 37 00:00:56,420 --> 00:00:58,080 have into the Q& A window. 38 00:00:58,190 --> 00:00:59,110 And what we'll do is 39 00:00:59,110 --> 00:01:00,050 we'll follow up with you 40 00:01:00,050 --> 00:01:01,400 via email within the next 41 00:01:01,400 --> 00:01:04,140 few business days. And also 42 00:01:04,140 --> 00:01:05,640 know if you miss anything throughout 43 00:01:05,640 --> 00:01:07,350 today's presentation, don't worry you 44 00:01:07,350 --> 00:01:08,610 will receive the on- demand 45 00:01:08,610 --> 00:01:10,140 recording via email from on 46 00:01:10,140 --> 00:01:11,440 24 within the next few 47 00:01:11,440 --> 00:01:14,590 business days as well. And 48 00:01:14,590 --> 00:01:16,100 also note that we have 49 00:01:16,100 --> 00:01:17,840 a library of resources in 50 00:01:17,840 --> 00:01:19,900 the resource center at below 51 00:01:19,900 --> 00:01:21,590 your Q& A window. These 52 00:01:21,590 --> 00:01:23,380 resources truly expand on today's 53 00:01:23,380 --> 00:01:25,270 topic of the change in 54 00:01:25,270 --> 00:01:26,800 business continuity. So be sure 55 00:01:26,800 --> 00:01:27,990 to click on those links. 56 00:01:28,260 --> 00:01:29,220 Clicking won't take you away 57 00:01:29,220 --> 00:01:30,140 from the session though. So 58 00:01:30,140 --> 00:01:31,150 don't worry about that. It'll 59 00:01:31,150 --> 00:01:32,040 just open up a new 60 00:01:32,040 --> 00:01:35,620 tab in your browser. Told 61 00:01:35,620 --> 00:01:36,680 you, short and sweet. So with 62 00:01:36,840 --> 00:01:37,560 that, I'm actually going to 63 00:01:37,560 --> 00:01:38,330 hand it off to our 64 00:01:38,330 --> 00:01:41,100 moderator today, Barbara Gonzalez. Barbara, 65 00:01:41,100 --> 00:01:41,730 why don't we take it 66 00:01:41,730 --> 00:01:44,380 away? Thank you so much, 67 00:01:44,380 --> 00:01:46,180 Josh. Hello everyone. My name 68 00:01:46,180 --> 00:01:47,670 is Barbara Gonzalez. I work 69 00:01:47,670 --> 00:01:49,710 for Genesys and I lead the 70 00:01:49,710 --> 00:01:51,900 business consulting team organization globally. 71 00:01:52,940 --> 00:01:53,660 First of all, I do 72 00:01:53,660 --> 00:01:54,540 want to say thank you 73 00:01:54,540 --> 00:01:56,430 so much for spending this 74 00:01:56,430 --> 00:01:57,410 time with us and on 75 00:01:57,410 --> 00:01:59,230 behalf of Genesys. And everyone 76 00:01:59,230 --> 00:02:00,770 that participated in the organization 77 00:02:00,770 --> 00:02:02,340 of this webinar, we truly 78 00:02:02,340 --> 00:02:04,640 appreciate your presence. Before I 79 00:02:04,640 --> 00:02:07,120 introduce our amazing panelists, I 80 00:02:07,130 --> 00:02:07,970 would like to start with 81 00:02:07,970 --> 00:02:11,280 a brief introduction. First of 82 00:02:11,280 --> 00:02:12,090 all, let me start with 83 00:02:12,090 --> 00:02:14,210 this quote. The struggle we're 84 00:02:14,210 --> 00:02:16,140 in today is developing the 85 00:02:16,140 --> 00:02:17,590 strength we need for tomorrow. 86 00:02:18,080 --> 00:02:19,240 And I know that I 87 00:02:19,240 --> 00:02:20,500 say the obvious by saying 88 00:02:20,500 --> 00:02:21,490 that we are going through 89 00:02:21,490 --> 00:02:23,490 challenging and truly unprecedented times 90 00:02:23,490 --> 00:02:24,950 right now. But to me 91 00:02:24,950 --> 00:02:27,320 it's unprecedented from two key 92 00:02:27,320 --> 00:02:29,450 aspects. Number one, this is 93 00:02:29,450 --> 00:02:31,080 certainly not the first pandemic 94 00:02:31,080 --> 00:02:33,300 that humanity has experienced, but 95 00:02:33,540 --> 00:02:34,480 because of the level of 96 00:02:34,480 --> 00:02:36,040 connectivity that our society has 97 00:02:36,040 --> 00:02:37,950 today, it makes it so 98 00:02:38,240 --> 00:02:39,450 we are fully aware of 99 00:02:39,480 --> 00:02:40,840 the level of magnitude of 100 00:02:40,840 --> 00:02:42,710 this crisis. And number two 101 00:02:42,710 --> 00:02:43,700 and perhaps for the same 102 00:02:43,700 --> 00:02:45,090 reason of how connected we 103 00:02:45,090 --> 00:02:45,940 are not only as a 104 00:02:45,940 --> 00:02:47,730 society, but in the way 105 00:02:47,730 --> 00:02:48,520 that we do business and 106 00:02:48,520 --> 00:02:50,560 communicate this crisis is truly 107 00:02:50,610 --> 00:02:52,770 affecting the entire world. I mean, 108 00:02:52,770 --> 00:02:53,300 if you look at the 109 00:02:53,300 --> 00:02:54,970 numbers right now out of 110 00:02:56,130 --> 00:02:57,760 195 or 197, depending on 111 00:02:57,760 --> 00:02:59,750 your source countries in the 112 00:02:59,750 --> 00:03:02,410 world, 185 have confirmed cases 113 00:03:02,410 --> 00:03:03,510 of COVID- 19 right now. And 114 00:03:04,230 --> 00:03:05,950 the fact is that every 115 00:03:05,950 --> 00:03:07,760 single country, every business, and 116 00:03:07,760 --> 00:03:09,420 every individual is affected in 117 00:03:09,420 --> 00:03:10,790 one way or another, by 118 00:03:10,790 --> 00:03:12,120 the impact that this pandemic 119 00:03:12,120 --> 00:03:13,300 is having not only in 120 00:03:13,300 --> 00:03:14,610 our economy, but frankly in 121 00:03:14,610 --> 00:03:16,680 our way of life. Now, 122 00:03:16,730 --> 00:03:18,200 here's another aspect to consider 123 00:03:18,200 --> 00:03:19,160 as we reflect in all 124 00:03:19,160 --> 00:03:20,800 of this. Think about all 125 00:03:20,800 --> 00:03:22,220 the services and activities that 126 00:03:22,220 --> 00:03:23,250 are part of our day 127 00:03:23,250 --> 00:03:24,660 to day lives and that we 128 00:03:24,660 --> 00:03:26,030 just maybe take for granted, 129 00:03:26,190 --> 00:03:27,730 but that right now are critical 130 00:03:27,730 --> 00:03:28,610 and top of mind for 131 00:03:28,610 --> 00:03:30,630 all of us. Things like 132 00:03:30,690 --> 00:03:32,460 obviously healthcare services, but also 133 00:03:32,460 --> 00:03:34,950 financial services, retail services, government 134 00:03:34,950 --> 00:03:36,590 services. And not only do 135 00:03:36,590 --> 00:03:38,170 we depend on those services today, 136 00:03:38,490 --> 00:03:39,360 but we depend on the 137 00:03:39,360 --> 00:03:41,030 ability to access and communicate 138 00:03:41,030 --> 00:03:42,540 with the organizations or agencies 139 00:03:42,580 --> 00:03:44,330 that provide those services through 140 00:03:44,330 --> 00:03:46,280 customer support or customer service 141 00:03:46,280 --> 00:03:47,640 to us. And let me 142 00:03:47,640 --> 00:03:48,330 just give you a quick 143 00:03:48,330 --> 00:03:49,810 example, which I'm sure most 144 00:03:49,810 --> 00:03:50,560 of you if not all 145 00:03:50,560 --> 00:03:51,550 of you will relate to 146 00:03:51,550 --> 00:03:53,670 it. I normally work from 147 00:03:53,670 --> 00:03:55,170 home although I do travel 148 00:03:55,180 --> 00:03:56,570 a lot, so I probably 149 00:03:56,570 --> 00:03:57,590 spend half of my time 150 00:03:57,590 --> 00:03:58,900 at home and half of 151 00:03:58,900 --> 00:04:00,570 my time on the road. 152 00:04:01,200 --> 00:04:02,530 My husband owns a small 153 00:04:02,530 --> 00:04:04,260 business in real estate and 154 00:04:04,260 --> 00:04:06,430 financial services here in Miami. And 155 00:04:06,430 --> 00:04:07,650 our daughter Addy, who is 156 00:04:07,660 --> 00:04:09,310 15, she's obviously in high 157 00:04:09,310 --> 00:04:11,510 school. So as a family, 158 00:04:11,510 --> 00:04:12,560 for one, we need to 159 00:04:12,560 --> 00:04:13,870 stay in touch with Abby 160 00:04:13,870 --> 00:04:15,960 school and the county schooling 161 00:04:15,960 --> 00:04:17,040 system to figure it out, 162 00:04:17,040 --> 00:04:17,800 is she going back to 163 00:04:17,800 --> 00:04:19,030 school, is she not going back to 164 00:04:19,120 --> 00:04:20,530 school, and how are they 165 00:04:20,530 --> 00:04:22,080 managing remote dedication and so 166 00:04:22,080 --> 00:04:23,470 on. By the way, they 167 00:04:23,470 --> 00:04:24,420 are not going back to 168 00:04:24,420 --> 00:04:25,110 school for the rest of 169 00:04:25,190 --> 00:04:26,140 the school year, which is 170 00:04:26,200 --> 00:04:28,020 not exactly easy situation to 171 00:04:28,020 --> 00:04:29,520 deal with a teenager, if 172 00:04:29,810 --> 00:04:32,010 what I mean. My husband 173 00:04:32,390 --> 00:04:33,690 had to work with the IT 174 00:04:34,010 --> 00:04:35,780 company that provides them support, 175 00:04:35,810 --> 00:04:36,570 which is also a small 176 00:04:37,020 --> 00:04:39,110 business to adjust their systems, 177 00:04:39,140 --> 00:04:40,190 to be able to send 178 00:04:40,240 --> 00:04:41,220 their employees to work from 179 00:04:41,220 --> 00:04:43,050 home. He's also now in 180 00:04:43,050 --> 00:04:44,130 the process of reaching out 181 00:04:44,130 --> 00:04:45,770 to government agencies to get 182 00:04:45,770 --> 00:04:54,360 information to potentially apply... On 183 00:04:54,360 --> 00:04:55,050 my side, I'm going to assume it's all 184 00:04:55,790 --> 00:04:56,740 the time. Reached out to 185 00:04:56,740 --> 00:04:57,900 my internet service provider to 186 00:04:57,900 --> 00:04:58,770 make sure that they keep 187 00:04:58,770 --> 00:04:59,840 up with the demands and 188 00:04:59,840 --> 00:05:00,960 now it's family we have 189 00:05:00,960 --> 00:05:02,240 given that my daughter Abby 190 00:05:02,240 --> 00:05:03,590 is on Zoom from school. 191 00:05:04,100 --> 00:05:04,770 And if she's not on 192 00:05:04,770 --> 00:05:05,660 that, I tell you she's 193 00:05:05,660 --> 00:05:06,700 on FaceTime with 20 other 194 00:05:06,710 --> 00:05:07,840 kids all the time or 195 00:05:07,840 --> 00:05:09,050 live streaming on Instagram. So 196 00:05:09,050 --> 00:05:10,430 the bandwidth requirements are pretty 197 00:05:10,430 --> 00:05:11,620 high. And not to mention 198 00:05:11,770 --> 00:05:12,790 my husband who is also 199 00:05:12,790 --> 00:05:14,210 heavily using internet now, since 200 00:05:14,210 --> 00:05:15,180 he's working from home. And 201 00:05:15,180 --> 00:05:17,450 then we get to things 202 00:05:17,450 --> 00:05:18,380 like going to the grocery 203 00:05:18,380 --> 00:05:19,500 store today as a mission, 204 00:05:19,500 --> 00:05:20,270 right. I just went to 205 00:05:20,270 --> 00:05:21,710 the grocery store yesterday and 206 00:05:21,710 --> 00:05:23,520 I can tell you wearing masks, 207 00:05:24,120 --> 00:05:25,650 going on just only one 208 00:05:25,650 --> 00:05:26,600 way on the aisles and 209 00:05:26,600 --> 00:05:29,350 waiting, and the distancing upset 210 00:05:29,350 --> 00:05:30,250 at six feet and so 211 00:05:30,250 --> 00:05:32,210 on. So now I'm also 212 00:05:32,210 --> 00:05:33,270 trying to order as much 213 00:05:33,270 --> 00:05:34,850 as I can online, supply 214 00:05:34,850 --> 00:05:36,390 just to keep our lights 215 00:05:36,390 --> 00:05:38,240 going. So I think this 216 00:05:38,240 --> 00:05:39,600 just shows how much we 217 00:05:39,600 --> 00:05:41,560 depend on the services that 218 00:05:41,560 --> 00:05:42,130 in our day to day, 219 00:05:42,190 --> 00:05:44,370 obviously. But even if we 220 00:05:44,370 --> 00:05:46,080 take them for granted now 221 00:05:46,400 --> 00:05:47,930 those services are truly critical 222 00:05:48,440 --> 00:05:50,280 and just for our wellbeing. 223 00:05:50,280 --> 00:05:51,110 And even I would say, 224 00:05:51,110 --> 00:05:52,320 and I don't mean to 225 00:05:52,320 --> 00:05:53,500 sound dramatic, but even just 226 00:05:53,500 --> 00:05:55,110 for our survival, right? So 227 00:05:55,110 --> 00:05:56,410 to me, this also exemplifies 228 00:05:56,410 --> 00:05:57,420 the real need and the 229 00:05:57,420 --> 00:05:59,700 real importance of incorporating empathy 230 00:05:59,830 --> 00:06:00,750 as part of our customer 231 00:06:00,990 --> 00:06:03,210 experience strategy. These services are 232 00:06:03,210 --> 00:06:04,580 really not just operational, but 233 00:06:04,580 --> 00:06:05,940 they are part of people's 234 00:06:05,940 --> 00:06:08,960 lives. Now, to the topic today 235 00:06:09,260 --> 00:06:10,880 companies build their business continuity 236 00:06:10,880 --> 00:06:12,540 plans in a wide variety 237 00:06:12,540 --> 00:06:14,540 of scenarios in mind. Natural 238 00:06:14,540 --> 00:06:17,180 disasters, power system outages, even 239 00:06:17,180 --> 00:06:18,840 strikes and so on. But 240 00:06:18,840 --> 00:06:20,290 certainly the situation we are 241 00:06:20,290 --> 00:06:21,250 living in right now with 242 00:06:21,250 --> 00:06:22,580 COVID- 19 has forced us 243 00:06:22,580 --> 00:06:23,990 to adapt and adjust those 244 00:06:23,990 --> 00:06:26,410 business continuity plans. And it also 245 00:06:26,410 --> 00:06:28,150 makes us really think, well, 246 00:06:28,150 --> 00:06:29,410 what does the new normal 247 00:06:29,410 --> 00:06:31,470 look like? Right? Some companies, 248 00:06:31,880 --> 00:06:33,460 for example, are considering, should 249 00:06:33,460 --> 00:06:34,770 we create a working from 250 00:06:34,770 --> 00:06:36,470 home model beyond the crisis? 251 00:06:36,890 --> 00:06:38,300 But regardless of what we 252 00:06:38,300 --> 00:06:39,520 think the new normal is going 253 00:06:39,520 --> 00:06:41,300 to look like for organization 254 00:06:41,300 --> 00:06:44,830 or what would be involved 255 00:06:44,830 --> 00:06:46,630 in reactivating our normal business 256 00:06:46,630 --> 00:06:48,550 activity? What I think we 257 00:06:48,550 --> 00:06:49,440 need to be very conscious 258 00:06:49,440 --> 00:06:51,350 of is that this will 259 00:06:51,350 --> 00:06:52,390 certainly not be the last 260 00:06:52,390 --> 00:06:54,990 crisis or unprecedented situation that 261 00:06:55,010 --> 00:06:55,960 we will be challenged with. 262 00:06:55,960 --> 00:06:56,470 And I don't mean to 263 00:06:56,470 --> 00:06:57,550 sound like doom days or 264 00:06:57,550 --> 00:06:59,920 anything. But I'm just saying 265 00:07:00,320 --> 00:07:01,230 that we just need to be prepared 266 00:07:01,230 --> 00:07:02,410 and have plans that are 267 00:07:02,410 --> 00:07:04,150 flexible and agile to allow 268 00:07:04,150 --> 00:07:05,950 our organization to be as 269 00:07:05,950 --> 00:07:07,380 ready as possible and really 270 00:07:07,380 --> 00:07:08,700 to adapt and respond quickly. 271 00:07:09,230 --> 00:07:10,900 And this is exactly the 272 00:07:10,900 --> 00:07:12,300 discussion that we are going to have 273 00:07:12,350 --> 00:07:14,550 today. So I'm truly honored 274 00:07:14,550 --> 00:07:15,300 to be joined by an 275 00:07:15,300 --> 00:07:16,960 incredible panel of experts today. 276 00:07:17,420 --> 00:07:19,000 And I would like to start with 277 00:07:19,230 --> 00:07:20,910 Sheila McGee- Smith. I'm really 278 00:07:20,910 --> 00:07:22,060 honored to have you Sheila, 279 00:07:22,130 --> 00:07:24,240 would you please introduce yourself? 280 00:07:25,720 --> 00:07:28,950 Certainly. Welcome everyone and welcome 281 00:07:28,950 --> 00:07:30,980 to my fellow panelists. I'm 282 00:07:30,990 --> 00:07:32,420 excited to be here, not 283 00:07:32,420 --> 00:07:33,520 just with Barbara who I've 284 00:07:33,520 --> 00:07:34,640 worked with in the past in 285 00:07:34,640 --> 00:07:36,440 Women in Tech issues as 286 00:07:36,440 --> 00:07:38,020 you proudly aware. Women in 287 00:07:38,020 --> 00:07:42,500 Tech, Genesys' shirt. But very 288 00:07:42,500 --> 00:07:43,240 happy to be here with 289 00:07:43,240 --> 00:07:44,650 two customers as well, with 290 00:07:44,650 --> 00:07:46,550 Colin and Paul who are 291 00:07:46,620 --> 00:07:49,890 living this every day. So 292 00:07:49,890 --> 00:07:51,210 who am I? I am an 293 00:07:51,210 --> 00:07:53,520 industry analyst. I've been covering 294 00:07:53,520 --> 00:07:55,730 the contact center space full 295 00:07:55,730 --> 00:07:59,220 time since 1990. So I've 296 00:07:59,220 --> 00:08:00,500 lived through a couple of 297 00:08:00,500 --> 00:08:02,230 changes in this marketplace, a 298 00:08:02,230 --> 00:08:04,820 few small recessions, the tech 299 00:08:04,820 --> 00:08:07,950 bubble burst, but nothing compares 300 00:08:08,210 --> 00:08:09,230 to what we're all living 301 00:08:09,230 --> 00:08:10,900 through right now. So the 302 00:08:10,900 --> 00:08:12,810 slide that you're seeing there 303 00:08:13,450 --> 00:08:14,390 shows that one of the 304 00:08:14,390 --> 00:08:17,130 places where I publish my 305 00:08:17,130 --> 00:08:19,370 views on the market is 306 00:08:19,620 --> 00:08:20,820 on a site online called 307 00:08:20,820 --> 00:08:24,110 nojitter. com. About on a 308 00:08:24,110 --> 00:08:26,440 weekly basis I publish a 309 00:08:26,440 --> 00:08:28,240 post about what's happening in 310 00:08:28,240 --> 00:08:30,870 the market. For today's event, 311 00:08:30,920 --> 00:08:32,590 I've selected four that I've 312 00:08:32,590 --> 00:08:33,670 published in the last six 313 00:08:33,670 --> 00:08:34,750 months or so all about 314 00:08:34,750 --> 00:08:36,910 Genesys, needless to say, if 315 00:08:36,910 --> 00:08:37,740 you go to No Jitter, 316 00:08:37,740 --> 00:08:39,220 you'll see articles about other 317 00:08:39,220 --> 00:08:42,360 companies as well. But what 318 00:08:42,360 --> 00:08:43,950 it highlights is just how 319 00:08:43,950 --> 00:08:46,330 much, how active Genesys has 320 00:08:46,330 --> 00:08:47,600 been in the market and 321 00:08:47,600 --> 00:08:48,640 certainly in the last year, 322 00:08:48,640 --> 00:08:50,250 even more so perhaps than 323 00:08:50,250 --> 00:08:53,090 before that. With a new 324 00:08:53,090 --> 00:08:55,980 CEO, with partnerships with Google. 325 00:08:56,750 --> 00:08:58,740 So happy to be here 326 00:08:58,740 --> 00:08:59,930 and to pass it back 327 00:08:59,930 --> 00:09:01,160 to Barbara to introduce our 328 00:09:01,160 --> 00:09:04,790 first customer. Thank you, Sheila. 329 00:09:04,790 --> 00:09:06,830 I just want to say really, really an 330 00:09:06,830 --> 00:09:08,670 honor to have you. Sheila 331 00:09:08,700 --> 00:09:10,670 she certainly needed no introduction, 332 00:09:10,870 --> 00:09:12,360 her reputation in the contact center 333 00:09:12,360 --> 00:09:14,010 space and the customer experience space, 334 00:09:14,360 --> 00:09:16,020 procedure around the world in 335 00:09:16,020 --> 00:09:18,280 North America. Certainly, so Sheila 336 00:09:18,590 --> 00:09:21,410 also constantly has conversations with 337 00:09:21,410 --> 00:09:23,460 executives on the customer experience space. 338 00:09:23,900 --> 00:09:25,410 So we truly having you 339 00:09:25,410 --> 00:09:26,930 here to provide your thoughts 340 00:09:26,930 --> 00:09:28,980 and in recommendation Sheila, it's 341 00:09:28,980 --> 00:09:29,850 truly an honor. So thank 342 00:09:29,850 --> 00:09:31,850 you so much. Now to 343 00:09:31,850 --> 00:09:34,280 our next panelist, I'm really 344 00:09:34,280 --> 00:09:36,650 also honored to have with 345 00:09:36,650 --> 00:09:41,780 us Paul Bordeaux who's the 346 00:09:41,780 --> 00:09:43,390 vice president of information technology 347 00:09:43,680 --> 00:09:44,900 for e- services. Paul would 348 00:09:45,200 --> 00:09:48,360 you introduce yourself please? I'm 349 00:09:48,360 --> 00:09:54,510 sorry- Yeah, certainly. Backwards. I'm 350 00:09:54,510 --> 00:09:56,140 so sorry Paul. Sorry let me 351 00:09:56,750 --> 00:09:58,710 take this back. Colin Salvesen, 352 00:09:58,980 --> 00:10:00,100 head of IT for Mr 353 00:10:00,100 --> 00:10:01,480 Price Group. Colin, please go 354 00:10:01,480 --> 00:10:04,050 ahead. Hi. Hello to everybody 355 00:10:04,050 --> 00:10:04,940 all the way from South 356 00:10:05,080 --> 00:10:06,410 Africa. And I hope you're all 357 00:10:06,640 --> 00:10:08,560 very safe and well. Thank 358 00:10:08,560 --> 00:10:09,470 you to Genesys for having 359 00:10:09,470 --> 00:10:10,690 me. I really appreciate the 360 00:10:10,690 --> 00:10:12,850 opportunity. So yeah, I look after IT for the 361 00:10:13,550 --> 00:10:15,130 Mr Price group. We're a 362 00:10:15,130 --> 00:10:16,610 large retailer in South Africa. 363 00:10:17,290 --> 00:10:18,510 Our footprint is just over 364 00:10:18,510 --> 00:10:20,220 1200 stores and we focus on 365 00:10:20,220 --> 00:10:22,450 fashion home wear, and sportswear 366 00:10:22,530 --> 00:10:24,960 and sporting goods. And cutting 367 00:10:24,960 --> 00:10:26,270 across these verticals we also 368 00:10:26,270 --> 00:10:28,210 have MRP money, or Mr 369 00:10:28,210 --> 00:10:29,410 Price Money which is the 370 00:10:29,410 --> 00:10:31,160 enabler for credit in the 371 00:10:31,160 --> 00:10:32,940 group as well as insurance 372 00:10:32,940 --> 00:10:34,300 products to protect that credit. 373 00:10:35,010 --> 00:10:36,850 And more recently we have 374 00:10:36,850 --> 00:10:40,550 launched MRP mobile strategy, which 375 00:10:40,550 --> 00:10:41,840 is MRP cellular, which is 376 00:10:41,840 --> 00:10:43,770 an immuno strategy on unselling 377 00:10:43,810 --> 00:10:46,220 of services from some of 378 00:10:46,220 --> 00:10:47,140 the top networks in South 379 00:10:47,140 --> 00:10:48,830 Africa. And we also have 380 00:10:48,810 --> 00:10:50,760 our own NBN, which is MIP 381 00:10:50,760 --> 00:10:53,270 mobile. We've been a Genesys 382 00:10:53,270 --> 00:10:55,570 customer for the past five years through 383 00:10:55,570 --> 00:10:56,940 peer connect and we have 384 00:10:57,370 --> 00:10:59,680 approximately 600 agents of which 385 00:10:59,680 --> 00:11:01,050 a large portion of those 386 00:11:01,050 --> 00:11:02,790 are outbound sales agents and 387 00:11:02,910 --> 00:11:05,630 outbound collections agents and also 388 00:11:05,630 --> 00:11:07,250 a large inbound component that 389 00:11:07,250 --> 00:11:08,410 looks after eCommerce for the 390 00:11:08,410 --> 00:11:09,960 group as well as customer 391 00:11:09,960 --> 00:11:11,530 care for the store footprint. 392 00:11:12,060 --> 00:11:13,060 So yeah, very excited to 393 00:11:13,060 --> 00:11:14,660 be discussing these topics that are 394 00:11:14,810 --> 00:11:16,090 very topical and I hope 395 00:11:16,090 --> 00:11:17,210 we can shed some lights on some 396 00:11:17,210 --> 00:11:18,650 of the consents, looking forward to it. 397 00:11:18,800 --> 00:11:21,110 Thank you. Thank you so 398 00:11:21,110 --> 00:11:22,840 much Colin. By the way, 399 00:11:22,840 --> 00:11:23,990 it's pretty late for you out 400 00:11:24,400 --> 00:11:25,440 there in South Africa. So we 401 00:11:25,740 --> 00:11:27,530 do appreciate very much joining 402 00:11:27,530 --> 00:11:29,110 us today. That's my pleasure. 403 00:11:32,060 --> 00:11:34,640 Sorry for the mix up Paul. Now, I'll 404 00:11:34,640 --> 00:11:35,640 let you introduce. So Paul 405 00:11:35,640 --> 00:11:37,010 Bordeaux again, vice president of 406 00:11:37,240 --> 00:11:40,590 information technology for eFinancial. Paul. Awesome. 407 00:11:40,700 --> 00:11:42,350 Thank you very much. As 408 00:11:42,360 --> 00:11:43,200 mentioned, my name is Paul 409 00:11:43,200 --> 00:11:44,620 Bordeaux and I'm the VP 410 00:11:44,620 --> 00:11:47,430 of IT at eFinancial. And eFinancial is actually a 411 00:11:47,430 --> 00:11:49,360 direct consumer life insurance company. 412 00:11:49,660 --> 00:11:50,960 That's all call center based. 413 00:11:50,960 --> 00:11:52,270 We started about 20 years 414 00:11:52,270 --> 00:11:53,980 ago and since then we've 415 00:11:53,980 --> 00:11:54,810 grown to become one of 416 00:11:54,810 --> 00:11:56,570 the largest director life insurance 417 00:11:56,570 --> 00:11:58,250 agencies in the United States. 418 00:11:58,800 --> 00:11:59,640 As an example of our 419 00:11:59,640 --> 00:12:01,290 volume, we did right over $ 420 00:12:01,290 --> 00:12:03,800 11 billion in life insurance 421 00:12:03,800 --> 00:12:06,970 coverage in 2017 alone. Our 422 00:12:06,970 --> 00:12:09,040 staffing model looks similar to 423 00:12:10,070 --> 00:12:12,100 Mr Price their staffing model. 424 00:12:12,140 --> 00:12:13,250 We have about 400 call 425 00:12:13,250 --> 00:12:15,450 center agents that serves both 426 00:12:15,450 --> 00:12:17,320 sales agents, transfer agents, customer 427 00:12:17,320 --> 00:12:18,490 care reps, and as well 428 00:12:18,490 --> 00:12:20,030 as independent agents spread across 429 00:12:20,030 --> 00:12:21,900 the country. We're licensed in 430 00:12:21,900 --> 00:12:23,630 all 50 States district of 431 00:12:23,630 --> 00:12:25,360 Columbia, but our main call 432 00:12:25,360 --> 00:12:27,000 centers are in three locations. 433 00:12:27,170 --> 00:12:28,100 We have one in Bellevue, 434 00:12:28,100 --> 00:12:29,790 Washington, which is our headquarters. 435 00:12:30,120 --> 00:12:31,190 We have one in Chicago, 436 00:12:31,190 --> 00:12:32,680 Illinois, and we have a 437 00:12:32,680 --> 00:12:33,690 new one that just opened 438 00:12:33,690 --> 00:12:34,680 up this year in Tempe, 439 00:12:34,680 --> 00:12:36,160 Arizona sort of spread across 440 00:12:36,160 --> 00:12:38,340 the United States. I'm Colin, 441 00:12:38,340 --> 00:12:39,470 I'm excited to be here 442 00:12:39,470 --> 00:12:40,570 and I'm looking forward to this webinar. 443 00:12:40,790 --> 00:12:46,420 Welcome. So to get us 444 00:12:46,420 --> 00:12:48,020 started with this conversation, I 445 00:12:48,020 --> 00:12:48,990 would first like to ask 446 00:12:49,260 --> 00:12:50,850 Sheila to give us her analyst 447 00:12:51,180 --> 00:12:52,350 perspective on the current state 448 00:12:52,350 --> 00:12:53,950 of customer experience and the 449 00:12:53,950 --> 00:12:55,500 impact that COVID-19 is having 450 00:12:55,500 --> 00:12:58,740 in the contact center space. Sheila. Thank 451 00:12:59,030 --> 00:13:00,830 you. The slide that you 452 00:13:00,830 --> 00:13:04,070 see here talks about the 453 00:13:04,070 --> 00:13:06,240 New Hampshire emergency order number 454 00:13:06,240 --> 00:13:08,410 17, that was issued by 455 00:13:08,410 --> 00:13:12,880 our governor Sununu back early 456 00:13:12,880 --> 00:13:16,840 in March. And slides are 457 00:13:16,840 --> 00:13:19,580 just going crazy. Huh? Let's 458 00:13:19,580 --> 00:13:22,000 try and get back on 459 00:13:22,000 --> 00:13:24,230 the right slide. Okay. And 460 00:13:24,230 --> 00:13:28,470 what it shows is that 461 00:13:29,550 --> 00:13:31,200 as it highlights is people 462 00:13:31,200 --> 00:13:33,730 in information technology, people like 463 00:13:33,790 --> 00:13:35,670 Colin and Paul, people who 464 00:13:35,670 --> 00:13:37,940 work in call centers are 465 00:13:37,940 --> 00:13:40,340 part of essential services. So 466 00:13:40,340 --> 00:13:42,660 as countries and States have 467 00:13:42,660 --> 00:13:44,260 put out orders that say, 468 00:13:44,480 --> 00:13:46,970 everybody stayed home except essential 469 00:13:46,970 --> 00:13:50,010 workers, right. Very often those 470 00:13:50,010 --> 00:13:51,500 essential workers work in government 471 00:13:51,500 --> 00:13:55,950 locations and hospitals and they 472 00:13:55,950 --> 00:13:58,170 are continuing to be important 473 00:13:58,400 --> 00:14:01,580 to the ongoing pace of 474 00:14:01,580 --> 00:14:03,650 keeping people alive and well 475 00:14:03,900 --> 00:14:05,540 as Barbara talked about. Right? 476 00:14:06,070 --> 00:14:07,890 And so it gives us 477 00:14:07,890 --> 00:14:09,030 pause those of us in 478 00:14:09,030 --> 00:14:11,210 the contact center space to understand 479 00:14:11,210 --> 00:14:13,050 how important we are to 480 00:14:13,050 --> 00:14:15,480 keeping business going, to keeping 481 00:14:15,480 --> 00:14:17,540 lives going. And again, as 482 00:14:17,540 --> 00:14:20,270 Barbara pointed out with everything 483 00:14:20,270 --> 00:14:21,210 that we need just to 484 00:14:21,210 --> 00:14:23,190 subsist one doesn't want to 485 00:14:23,190 --> 00:14:24,640 be overly dramatic, but we're 486 00:14:24,640 --> 00:14:26,650 part of a process that's 487 00:14:26,650 --> 00:14:39,560 really quite important. Okay. You want me to move their slide? Share over there. 488 00:14:42,400 --> 00:14:44,320 Maybe from now on, you 489 00:14:44,320 --> 00:14:45,360 can move my slides for 490 00:14:45,360 --> 00:14:46,440 me. Thank you very much. 491 00:14:46,700 --> 00:14:48,390 So one of the things 492 00:14:48,390 --> 00:14:49,450 that I want to talk about is 493 00:14:49,450 --> 00:14:50,260 sort of what did the 494 00:14:50,260 --> 00:14:52,940 world look right before the 495 00:14:55,240 --> 00:14:58,410 COVID pandemic became real. And 496 00:14:58,410 --> 00:14:59,710 interesting that we have the 497 00:14:59,710 --> 00:15:01,260 gentlemen on from South Africa 498 00:15:01,460 --> 00:15:02,930 because the data that I'm 499 00:15:02,930 --> 00:15:04,640 showing here is from a 500 00:15:04,640 --> 00:15:06,860 company called NTT. And it 501 00:15:06,860 --> 00:15:09,110 is part of a global 502 00:15:09,200 --> 00:15:12,610 benchmarking report that NTT has 503 00:15:12,610 --> 00:15:14,590 been gathering for 22 years 504 00:15:14,590 --> 00:15:16,070 now. And that the group 505 00:15:16,070 --> 00:15:17,200 that runs that is actually 506 00:15:17,200 --> 00:15:19,780 out of South Africa and 507 00:15:19,780 --> 00:15:21,560 I've visited them down there. 508 00:15:21,770 --> 00:15:23,410 And he's nodding because it's 509 00:15:23,410 --> 00:15:25,360 an important piece of research 510 00:15:25,670 --> 00:15:26,770 that a lot of us 511 00:15:26,810 --> 00:15:28,590 in the context center look 512 00:15:28,590 --> 00:15:29,930 forward to seeing that new 513 00:15:29,930 --> 00:15:32,500 data every year. So moving 514 00:15:32,500 --> 00:15:37,040 into 2020 companies, some 600 515 00:15:37,040 --> 00:15:38,010 of them responded to this 516 00:15:38,010 --> 00:15:41,020 question or asked what strategies 517 00:15:41,020 --> 00:15:43,130 are being used to meet 518 00:15:43,380 --> 00:15:48,030 the evolving workforce demands. And 519 00:15:48,030 --> 00:15:50,350 you'll see flexible hours were 520 00:15:50,350 --> 00:15:52,960 important. Remote working was important. 521 00:15:53,830 --> 00:15:55,430 But probably further down the 522 00:15:55,430 --> 00:15:57,710 list, something like wellness, which 523 00:15:57,710 --> 00:15:58,810 I've highlighted there with an 524 00:15:58,810 --> 00:16:03,510 arrow or training, new approaches 525 00:16:03,510 --> 00:16:05,230 for training. And so as 526 00:16:05,230 --> 00:16:07,880 we now sit six weeks 527 00:16:07,880 --> 00:16:10,280 into this global crisis with 528 00:16:10,440 --> 00:16:12,280 so many agents now working 529 00:16:12,280 --> 00:16:14,910 from home, I look at 530 00:16:14,960 --> 00:16:16,260 statistics like this and I 531 00:16:16,260 --> 00:16:18,270 think people like Paul and 532 00:16:18,270 --> 00:16:20,350 Colin have new challenges, how 533 00:16:20,350 --> 00:16:22,440 do we handle wellness when 534 00:16:22,440 --> 00:16:23,610 so many of our agents 535 00:16:23,610 --> 00:16:25,330 are working from home? How 536 00:16:25,330 --> 00:16:27,270 do we reevaluate how we 537 00:16:27,270 --> 00:16:29,520 train when so many agents 538 00:16:29,520 --> 00:16:31,120 are working from home? And 539 00:16:31,130 --> 00:16:33,020 so things that perhaps were 540 00:16:33,020 --> 00:16:34,960 not as high a priority 541 00:16:35,210 --> 00:16:37,440 just two months ago, raising 542 00:16:37,700 --> 00:16:43,260 insignificance. And then next slide, 543 00:16:43,720 --> 00:16:45,500 please, since I seem to 544 00:16:45,500 --> 00:16:48,850 be challenged. I went to 545 00:16:48,850 --> 00:16:50,180 a business school in Chicago 546 00:16:52,220 --> 00:16:55,410 at Kellogg. And there's been 547 00:16:55,410 --> 00:16:59,150 ongoing communications from Kellogg, which 548 00:16:59,150 --> 00:17:01,820 has in its alumni base 549 00:17:01,820 --> 00:17:03,690 a lot of corporate leaders. 550 00:17:04,120 --> 00:17:04,980 And what they've been doing 551 00:17:04,980 --> 00:17:06,960 is providing information to be 552 00:17:06,970 --> 00:17:09,210 helpful to those leaders as 553 00:17:09,240 --> 00:17:11,010 they go through this crisis. 554 00:17:11,560 --> 00:17:14,870 So one particular session caught 555 00:17:14,870 --> 00:17:16,090 my eye and it was 556 00:17:16,090 --> 00:17:18,660 by Harry kraemer, who is 557 00:17:18,660 --> 00:17:20,890 a professor of leadership at 558 00:17:21,440 --> 00:17:23,340 The Kellogg School at Northwestern 559 00:17:23,340 --> 00:17:26,610 university. And prior to being 560 00:17:26,980 --> 00:17:28,680 a professor, he was the 561 00:17:28,680 --> 00:17:31,700 CEO of Baxter International, a 562 00:17:31,700 --> 00:17:35,010 major medical supply company here 563 00:17:35,010 --> 00:17:36,780 in the United States. And 564 00:17:36,780 --> 00:17:38,960 the statement that he made 565 00:17:38,960 --> 00:17:42,270 that really rang so true 566 00:17:42,270 --> 00:17:44,000 for me was the need 567 00:17:44,070 --> 00:17:47,130 for a coronavirus war room. 568 00:17:48,210 --> 00:17:49,260 And it struck for a 569 00:17:49,260 --> 00:17:50,680 couple of reasons. One is 570 00:17:51,100 --> 00:17:52,490 I was early in my 571 00:17:52,490 --> 00:17:55,070 career at AT& T, when 572 00:17:55,070 --> 00:17:56,590 AT& T was going through 573 00:17:56,590 --> 00:17:58,360 divestiture. So I was at 574 00:17:58,360 --> 00:18:00,400 corporate headquarters in Basking Ridge, 575 00:18:00,400 --> 00:18:02,330 New Jersey, and we had 576 00:18:02,330 --> 00:18:03,900 a war room. And I 577 00:18:03,900 --> 00:18:04,870 was part of that war 578 00:18:04,870 --> 00:18:06,010 room because I was in 579 00:18:06,010 --> 00:18:07,740 market research. And there were 580 00:18:07,740 --> 00:18:10,470 lots of issues that smack 581 00:18:10,800 --> 00:18:12,710 of market research, data that 582 00:18:12,710 --> 00:18:15,040 was required by that group, 583 00:18:15,040 --> 00:18:16,190 working in the war room, 584 00:18:16,340 --> 00:18:18,600 when how do we break 585 00:18:18,610 --> 00:18:20,690 up the bell system? And 586 00:18:20,690 --> 00:18:21,760 so this notion of a 587 00:18:21,760 --> 00:18:24,500 coronavirus war room really struck 588 00:18:24,500 --> 00:18:28,050 me in that his comment, 589 00:18:28,680 --> 00:18:31,010 Kraemer's comment that no leader, 590 00:18:31,570 --> 00:18:32,880 if they're honest, is bright 591 00:18:32,880 --> 00:18:35,100 enough to figure out everything 592 00:18:35,100 --> 00:18:36,720 on their own. That they 593 00:18:36,730 --> 00:18:39,950 should have the data input 594 00:18:40,450 --> 00:18:41,910 and the knowledge and the 595 00:18:41,910 --> 00:18:44,280 wisdom of people from all 596 00:18:44,280 --> 00:18:46,240 over the business. And so 597 00:18:46,240 --> 00:18:46,810 I thought it was a 598 00:18:46,810 --> 00:18:48,300 great insight and one worth 599 00:18:48,300 --> 00:18:51,230 sharing on this webinar for 600 00:18:51,230 --> 00:18:54,330 all involved. Next slide please. 601 00:18:56,570 --> 00:18:57,970 So I'm taking us back 602 00:18:57,970 --> 00:19:00,720 to the NTT customer experience 603 00:19:00,720 --> 00:19:03,380 benchmarking study again. And this 604 00:19:03,380 --> 00:19:04,280 is a question that was 605 00:19:04,280 --> 00:19:06,310 answered again by about 600 of 606 00:19:06,430 --> 00:19:08,800 the respondents. And know that 607 00:19:08,800 --> 00:19:10,470 this study is a global 608 00:19:10,470 --> 00:19:11,780 study. And so they get 609 00:19:11,780 --> 00:19:14,370 representation from North America, South 610 00:19:14,370 --> 00:19:17,860 America, Asia, Europe. And so 611 00:19:17,860 --> 00:19:18,890 for all of you who 612 00:19:18,890 --> 00:19:20,410 are listening here today, this 613 00:19:20,410 --> 00:19:21,950 is relevant data for all 614 00:19:21,950 --> 00:19:24,090 of us. So the question 615 00:19:24,090 --> 00:19:25,470 that was asked again, pre- 616 00:19:25,470 --> 00:19:26,870 COVID is one of the 617 00:19:26,870 --> 00:19:30,620 top technology priorities for customer 618 00:19:30,620 --> 00:19:33,710 experience? And data and analytics, 619 00:19:33,710 --> 00:19:35,160 as you can see, has 620 00:19:35,160 --> 00:19:37,660 been seen as important by 621 00:19:37,660 --> 00:19:39,780 customer experience professionals for the 622 00:19:39,780 --> 00:19:41,940 last three years running, right. 623 00:19:42,670 --> 00:19:46,960 And digital transformation, supplying better 624 00:19:46,960 --> 00:19:49,490 digital customer experience, meeting the 625 00:19:49,750 --> 00:19:52,420 demands of consumers who want 626 00:19:52,710 --> 00:19:55,230 better digital options from the 627 00:19:55,230 --> 00:19:57,040 organizations and the companies that 628 00:19:57,040 --> 00:19:58,330 they work with. These have 629 00:19:58,330 --> 00:20:00,700 been key initiatives for the 630 00:20:00,700 --> 00:20:01,990 last two or three years. 631 00:20:02,820 --> 00:20:04,280 But again, what I've highlighted 632 00:20:04,280 --> 00:20:06,630 here are things that may 633 00:20:06,630 --> 00:20:08,160 be lower on the list 634 00:20:08,520 --> 00:20:11,090 like cloud solutions or the 635 00:20:11,090 --> 00:20:15,460 personalization of services, because in 636 00:20:15,460 --> 00:20:17,790 a post- COVID world, I 637 00:20:17,790 --> 00:20:19,590 think they're rising in importance. 638 00:20:19,840 --> 00:20:20,490 And if we were to 639 00:20:20,490 --> 00:20:23,140 retake this survey right now, 640 00:20:23,340 --> 00:20:25,010 I think cloud would rise 641 00:20:25,010 --> 00:20:26,230 way to the top of 642 00:20:26,230 --> 00:20:28,670 this. Because companies that I 643 00:20:28,670 --> 00:20:30,970 work with, that you work 644 00:20:30,970 --> 00:20:33,740 with at Genesys are finding that 645 00:20:34,370 --> 00:20:36,150 if they were sitting with contact 646 00:20:36,750 --> 00:20:39,620 center agents in premises locations 647 00:20:39,890 --> 00:20:42,770 with premises based systems, that 648 00:20:42,790 --> 00:20:44,950 it was often more difficult 649 00:20:45,440 --> 00:20:47,870 to send those agents home 650 00:20:47,870 --> 00:20:49,680 and be able to answer 651 00:20:49,860 --> 00:20:52,670 that increased volume that's happening 652 00:20:52,670 --> 00:20:55,110 in so many industries, right? 653 00:20:55,300 --> 00:20:57,460 Those with cloud solutions there 654 00:20:57,460 --> 00:20:59,150 were still challenges. There were 655 00:20:59,150 --> 00:21:02,180 still challenges with bandwidth, with 656 00:21:02,370 --> 00:21:05,070 whether agents had laptops, equipping 657 00:21:05,070 --> 00:21:07,140 them with that. But those 658 00:21:07,650 --> 00:21:13,940 challenges block less progress than 659 00:21:14,020 --> 00:21:15,190 having to send an agent 660 00:21:15,190 --> 00:21:17,440 home with a phone and 661 00:21:17,560 --> 00:21:20,440 a firewall and a server. 662 00:21:20,710 --> 00:21:21,770 And that's what often would 663 00:21:21,770 --> 00:21:22,880 happen with a premises based 664 00:21:22,880 --> 00:21:26,010 solution. The personalization of services, 665 00:21:26,380 --> 00:21:28,380 I think it's a topic 666 00:21:28,380 --> 00:21:31,130 that Genesys in 2020 is 667 00:21:31,130 --> 00:21:33,080 putting a bigger focus on, 668 00:21:33,390 --> 00:21:34,910 and again, was doing that 669 00:21:34,990 --> 00:21:37,010 pre- COVID. I think post- 670 00:21:37,040 --> 00:21:39,190 COVID, it becomes more important 671 00:21:39,530 --> 00:21:41,770 because as Barbara talked about, 672 00:21:42,050 --> 00:21:44,130 we need to be providing 673 00:21:44,230 --> 00:21:47,280 empathy even more than ever. 674 00:21:47,470 --> 00:21:48,430 When people get on the 675 00:21:48,430 --> 00:21:50,190 phone, we have to be 676 00:21:50,190 --> 00:21:52,000 able to ask them how 677 00:21:52,000 --> 00:21:53,650 they're doing. We need the 678 00:21:53,650 --> 00:21:56,020 extra time. We need agents 679 00:21:56,020 --> 00:21:58,600 who are trained to know 680 00:21:58,600 --> 00:21:59,890 that. We need agents who 681 00:21:59,890 --> 00:22:03,380 aren't being held to performance 682 00:22:03,380 --> 00:22:07,130 standards about key performance indicators 683 00:22:07,370 --> 00:22:08,960 that are perhaps less important 684 00:22:08,960 --> 00:22:10,890 now. So I think that personalization of 685 00:22:10,890 --> 00:22:12,360 services is another one of 686 00:22:12,370 --> 00:22:14,830 those things where it's rising 687 00:22:14,830 --> 00:22:16,510 in importance, but we also 688 00:22:16,510 --> 00:22:17,760 need the systems in place 689 00:22:17,760 --> 00:22:18,750 that are going to allow 690 00:22:18,750 --> 00:22:21,180 that to happen. So it's 691 00:22:21,180 --> 00:22:22,370 interesting to take a look 692 00:22:22,370 --> 00:22:23,220 at what was happening right 693 00:22:23,220 --> 00:22:25,380 before, but also to understand 694 00:22:25,380 --> 00:22:27,160 the impact that this has 695 00:22:27,160 --> 00:22:28,850 had on how we all 696 00:22:28,850 --> 00:22:30,170 deliver service. And I'm going 697 00:22:31,050 --> 00:22:31,840 to turn it back to 698 00:22:31,840 --> 00:22:34,170 Barbara now. Thank you, Sheila. 699 00:22:34,730 --> 00:22:36,820 And I think that definitely the 700 00:22:37,610 --> 00:22:38,850 insights that you provided us 701 00:22:38,850 --> 00:22:40,940 are right on point. I 702 00:22:40,940 --> 00:22:41,680 want to go back to 703 00:22:41,680 --> 00:22:43,490 some of this key elements, 704 00:22:43,490 --> 00:22:44,610 but first to your point, 705 00:22:44,900 --> 00:22:46,480 let's take maybe one step 706 00:22:46,480 --> 00:22:47,650 back and to level set 707 00:22:47,650 --> 00:22:49,640 and provide context. To start 708 00:22:49,640 --> 00:22:50,540 our Q& A session I 709 00:22:50,540 --> 00:22:51,860 would like to go to 710 00:22:51,860 --> 00:22:54,010 both Paul and Colin, and maybe 711 00:22:54,010 --> 00:22:55,180 Paul I'll start with you, 712 00:22:55,600 --> 00:22:56,530 and then Colin can provide 713 00:22:56,530 --> 00:22:58,100 some additional input. But the 714 00:22:58,100 --> 00:22:59,690 first question would be, can 715 00:22:59,690 --> 00:23:01,190 you give our audience the 716 00:23:01,190 --> 00:23:03,010 firsthand account of the main 717 00:23:03,240 --> 00:23:04,630 changes that your agents have 718 00:23:04,630 --> 00:23:06,300 experienced due to this crisis? 719 00:23:06,360 --> 00:23:07,390 I mean, are they all 720 00:23:07,390 --> 00:23:09,070 working from home? How was the 721 00:23:09,140 --> 00:23:11,230 transition and how are supervisors 722 00:23:11,290 --> 00:23:12,710 adapting to it? Paul, let's 723 00:23:12,710 --> 00:23:14,710 start with you. Yeah, definitely. 724 00:23:15,230 --> 00:23:17,890 So despite some slight differences 725 00:23:17,890 --> 00:23:19,500 in state government guidelines for 726 00:23:19,500 --> 00:23:21,830 COVID response, eFinancial chose to 727 00:23:21,830 --> 00:23:23,190 enable working from home for 728 00:23:23,190 --> 00:23:24,590 all of our agents and employees 729 00:23:24,650 --> 00:23:25,940 at the same time. We 730 00:23:25,940 --> 00:23:26,960 actually did a full cut 731 00:23:26,960 --> 00:23:28,630 over to Genesys cloud on 732 00:23:28,630 --> 00:23:31,080 March 27th which turns out 733 00:23:31,190 --> 00:23:32,130 to be about three weeks 734 00:23:32,130 --> 00:23:33,540 earlier than we had originally 735 00:23:33,540 --> 00:23:35,140 designed. So it was a little abrupt 736 00:23:35,140 --> 00:23:36,650 in training, abrupt in that 737 00:23:36,650 --> 00:23:38,000 day to day coaching piece 738 00:23:38,300 --> 00:23:39,750 and really abrupt for our 739 00:23:39,750 --> 00:23:40,840 internal help desk because they 740 00:23:40,840 --> 00:23:42,010 kind of scrambled to support 741 00:23:42,010 --> 00:23:46,250 that. Right. Colin maybe the 742 00:23:46,250 --> 00:23:47,790 same question for you, what was 743 00:23:48,420 --> 00:23:49,730 the changes for your agents and 744 00:23:50,300 --> 00:23:51,330 are they working from home? 745 00:23:51,330 --> 00:23:52,260 How are they adapting to 746 00:23:52,260 --> 00:23:54,810 it? Yes. I think that in 747 00:23:54,810 --> 00:23:56,450 the South African context we've 748 00:23:56,450 --> 00:23:57,450 had a full shutdown, so 749 00:23:57,450 --> 00:23:58,810 it's basically, you will stay 750 00:23:58,810 --> 00:24:00,830 inside your property and only 751 00:24:00,830 --> 00:24:02,020 go out for essential services. 752 00:24:02,020 --> 00:24:03,650 So it was quite apparent 753 00:24:03,820 --> 00:24:04,350 to us that this was 754 00:24:04,350 --> 00:24:05,510 going to impact the call center at 755 00:24:05,510 --> 00:24:07,320 large. But also from an 756 00:24:07,320 --> 00:24:09,920 economic standpoint, our customers. So 757 00:24:09,920 --> 00:24:11,840 we did initiate remote work for 758 00:24:12,290 --> 00:24:14,370 our customer care agents and 759 00:24:14,370 --> 00:24:15,940 a portion of our collections agents. 760 00:24:16,990 --> 00:24:18,590 And, again, those people servicing 761 00:24:18,590 --> 00:24:20,860 our insurance portfolio but everything 762 00:24:20,860 --> 00:24:22,180 to do with outbound selling 763 00:24:22,380 --> 00:24:23,410 cease to exist, we just 764 00:24:23,410 --> 00:24:25,420 stopped altogether. I think that 765 00:24:26,890 --> 00:24:28,290 the common themes that we 766 00:24:28,290 --> 00:24:29,760 saw coming through was people 767 00:24:29,800 --> 00:24:31,170 really wanting to know, how do 768 00:24:31,170 --> 00:24:32,040 I actually pay, how do 769 00:24:32,040 --> 00:24:33,100 I keep in good standing? 770 00:24:33,100 --> 00:24:34,500 How do I get orders 771 00:24:34,500 --> 00:24:38,110 that were previously ordered before 772 00:24:38,110 --> 00:24:40,410 the lockdown and what might happen to 773 00:24:40,410 --> 00:24:41,950 those in the lockdown? So 774 00:24:42,220 --> 00:24:42,960 we took the call to 775 00:24:42,960 --> 00:24:44,460 really just let the outbound 776 00:24:44,460 --> 00:24:46,260 agents be purely customer care 777 00:24:46,260 --> 00:24:49,180 agents. And what's been great 778 00:24:49,180 --> 00:24:51,090 is that they have actually risen to the 779 00:24:51,090 --> 00:24:53,080 challenge. They have been connectivity 780 00:24:53,080 --> 00:24:54,450 issues because not everybody in 781 00:24:54,450 --> 00:24:55,500 South Africa has access to 782 00:24:55,500 --> 00:24:57,200 WiFi. So we're all relying on 783 00:24:57,380 --> 00:25:00,810 3G. But the remote workers, I 784 00:25:00,810 --> 00:25:01,420 think a lot of them are actually saying 785 00:25:01,940 --> 00:25:03,390 they're more busy than they thought they 786 00:25:03,390 --> 00:25:04,550 would be. And there's a 787 00:25:04,550 --> 00:25:05,620 lot of transparency through the 788 00:25:05,620 --> 00:25:06,910 Genesys system as well. So 789 00:25:07,250 --> 00:25:08,260 we don't need to necessarily 790 00:25:08,260 --> 00:25:09,210 please them. They know that 791 00:25:09,550 --> 00:25:10,730 they've got presence, they know that 792 00:25:10,730 --> 00:25:11,590 they've got the tools that 793 00:25:11,620 --> 00:25:13,060 they need. So it's been a 794 00:25:13,310 --> 00:25:14,420 pretty good transition for us. 795 00:25:15,960 --> 00:25:16,650 And I think that that 796 00:25:16,650 --> 00:25:19,160 speaks perfectly on the empathy 797 00:25:19,410 --> 00:25:21,560 topic because you guys were right 798 00:25:21,560 --> 00:25:22,960 on top of what's really 799 00:25:22,960 --> 00:25:24,610 in your customer's minds and 800 00:25:24,870 --> 00:25:26,020 what's really important for them right 801 00:25:26,020 --> 00:25:28,160 now and adapted to respond 802 00:25:28,160 --> 00:25:29,580 to that. So that is fabulous. 803 00:25:29,750 --> 00:25:31,330 Now, again, to both of 804 00:25:31,330 --> 00:25:33,210 you can you also provide 805 00:25:33,210 --> 00:25:35,490 some additional context on how is the crisis 806 00:25:35,530 --> 00:25:36,730 affected your business. And Colin 807 00:25:36,730 --> 00:25:39,160 you talked a little bit about that, but maybe give 808 00:25:39,160 --> 00:25:40,740 us a little bit more 809 00:25:40,740 --> 00:25:42,840 context on how's the customer 810 00:25:43,160 --> 00:25:45,750 experience? Has it been disrupted? What are the steps 811 00:25:46,040 --> 00:25:47,290 that you're taking to mitigate 812 00:25:47,290 --> 00:25:49,830 not all after that, but 813 00:25:50,080 --> 00:25:53,410 Colin, you want to give some context on that? Yeah, sure. 814 00:25:53,410 --> 00:25:56,340 So I mean, the lockdown meant that 815 00:25:56,340 --> 00:25:58,470 all 1200 of our stores closed 816 00:25:59,270 --> 00:26:00,250 and. It became quite apparent 817 00:26:00,250 --> 00:26:01,410 quite quickly just how dependent 818 00:26:01,650 --> 00:26:03,130 we were on that last 819 00:26:03,130 --> 00:26:04,270 mile of the store in 820 00:26:04,270 --> 00:26:07,020 terms of customer payments, eCommerce 821 00:26:07,020 --> 00:26:09,340 click and collect. So quite 822 00:26:09,340 --> 00:26:11,240 quickly from a digital perspective, 823 00:26:11,240 --> 00:26:12,460 we had to move very 824 00:26:12,460 --> 00:26:13,540 fast in terms of giving 825 00:26:13,540 --> 00:26:17,410 people additional payment options even 826 00:26:17,410 --> 00:26:18,360 going down to the level of 827 00:26:21,100 --> 00:26:22,190 old good USSD. And again, 828 00:26:22,270 --> 00:26:23,400 driving a lot of digital 829 00:26:23,400 --> 00:26:25,630 communication through our app and 830 00:26:25,630 --> 00:26:27,500 through our online channels. So there was 831 00:26:28,200 --> 00:26:29,030 a bit of a disruption 832 00:26:29,030 --> 00:26:29,980 because we didn't have as 833 00:26:29,980 --> 00:26:31,160 many call center agents as 834 00:26:31,160 --> 00:26:32,010 we'd like to have had 835 00:26:32,200 --> 00:26:33,320 working remotely. So a lot 836 00:26:33,320 --> 00:26:34,850 of that moved towards traditional 837 00:26:35,160 --> 00:26:37,590 email and chat channels. So 838 00:26:37,700 --> 00:26:39,180 customers finding and got frustrated, 839 00:26:39,180 --> 00:26:40,720 but we've come along quite 840 00:26:40,720 --> 00:26:41,700 quickly. I think that this is a 841 00:26:42,430 --> 00:26:44,390 accelerated a lot more the the 842 00:26:44,390 --> 00:26:45,970 digital discussions that we needed 843 00:26:46,070 --> 00:26:47,930 to have. And we're going to go back to 844 00:26:48,620 --> 00:26:49,610 that topic in a minute, 845 00:26:49,610 --> 00:26:51,220 but Paul, same question for 846 00:26:51,220 --> 00:26:52,100 you, how has the business 847 00:26:52,100 --> 00:26:53,270 been effective for you guys 848 00:26:53,270 --> 00:26:55,960 and disruption and customer experience 849 00:26:56,020 --> 00:26:56,990 and how are you mitigating 850 00:26:56,990 --> 00:27:00,530 it? Well, since we're entirely 851 00:27:00,530 --> 00:27:01,960 call center based. The good 852 00:27:01,960 --> 00:27:02,950 news is as long as 853 00:27:02,950 --> 00:27:03,510 we were able to keep 854 00:27:03,510 --> 00:27:04,570 our agents on the phones, 855 00:27:04,570 --> 00:27:05,850 our customer experience was not 856 00:27:06,020 --> 00:27:07,410 disrupted at all, which is 857 00:27:07,410 --> 00:27:09,120 important in our industry because 858 00:27:09,370 --> 00:27:10,850 consumer demand is rising for 859 00:27:10,850 --> 00:27:13,110 us. Anytime there's an event 860 00:27:13,140 --> 00:27:14,920 that reminds people of the critical 861 00:27:14,920 --> 00:27:16,810 importance of financially supporting loved 862 00:27:16,940 --> 00:27:18,120 ones, we see an increased 863 00:27:18,120 --> 00:27:19,890 demand for life insurance. So it 864 00:27:20,050 --> 00:27:21,640 was imperative that our agents 865 00:27:21,640 --> 00:27:22,990 were still available to serve 866 00:27:22,990 --> 00:27:24,520 customers at times they need 867 00:27:24,520 --> 00:27:26,390 us the most. Similar to 868 00:27:26,390 --> 00:27:29,230 Colin, not only did we increase 869 00:27:29,230 --> 00:27:31,400 our availability online or on 870 00:27:31,400 --> 00:27:32,530 the phone, but we've also 871 00:27:32,690 --> 00:27:33,930 started to provide more digital 872 00:27:33,930 --> 00:27:35,710 offering and direct customers there 873 00:27:35,710 --> 00:27:37,410 so that they can react in 874 00:27:37,410 --> 00:27:38,810 a way that isn't the face to face 875 00:27:38,810 --> 00:27:42,130 type of environment. Okay, great. 876 00:27:42,440 --> 00:27:43,380 Now we would also like 877 00:27:43,380 --> 00:27:44,450 to hear from the audience, 878 00:27:44,450 --> 00:27:45,580 and so we do have 879 00:27:45,770 --> 00:27:47,670 a small poll question. So 880 00:27:47,670 --> 00:27:49,800 Josh could we push the 881 00:27:49,800 --> 00:27:51,090 poll question to our audience, 882 00:27:51,090 --> 00:27:54,660 please? Absolutely. They should see to on their 883 00:27:54,660 --> 00:27:56,760 screen now. There we go. 884 00:27:56,990 --> 00:27:57,920 So the question is, what 885 00:27:57,920 --> 00:27:59,650 percentage of your agents are 886 00:27:59,650 --> 00:28:00,870 working from home now? So is 887 00:28:00,870 --> 00:28:03,610 it like almost none to 888 00:28:04,400 --> 00:28:07,000 somewhere like 25%. Is between 889 00:28:07,000 --> 00:28:09,430 25 and 50. Is it the majority 890 00:28:09,430 --> 00:28:10,170 of them all the way, 891 00:28:10,260 --> 00:28:12,430 maybe around 85%, or is it all 892 00:28:12,450 --> 00:28:13,460 of them. We're really interested 893 00:28:13,460 --> 00:28:15,550 to hearing from you. And 894 00:28:15,550 --> 00:28:16,460 while we wait for our 895 00:28:16,460 --> 00:28:18,180 audience to answer the poll, 896 00:28:18,570 --> 00:28:21,260 Sheila, maybe this is really a 897 00:28:21,260 --> 00:28:22,810 global audience. And so I 898 00:28:22,810 --> 00:28:23,590 don't know about you, but 899 00:28:23,590 --> 00:28:25,060 my expectation would be that we're going to 900 00:28:25,060 --> 00:28:26,570 see a mix maybe in 901 00:28:26,570 --> 00:28:27,590 the responses, but what's your 902 00:28:27,590 --> 00:28:29,750 take on this, given the 903 00:28:29,750 --> 00:28:33,100 global context of this. So 904 00:28:33,100 --> 00:28:34,160 to your point, I think 905 00:28:34,160 --> 00:28:36,540 in some industries we'll also 906 00:28:36,540 --> 00:28:38,180 going to see differences, right? 907 00:28:38,620 --> 00:28:40,010 The industries that are represented 908 00:28:40,010 --> 00:28:42,570 by our customers here were 909 00:28:42,640 --> 00:28:44,360 so important that they needed 910 00:28:44,360 --> 00:28:45,630 to get as many agents 911 00:28:45,630 --> 00:28:47,730 as they could capable to 912 00:28:47,730 --> 00:28:49,170 work from home. I think 913 00:28:49,170 --> 00:28:51,010 in some businesses, if the 914 00:28:51,010 --> 00:28:53,080 business had to shut down, 915 00:28:53,880 --> 00:28:55,750 let's say a clothing store, 916 00:28:55,970 --> 00:28:58,890 right. That might have a 917 00:28:58,890 --> 00:29:00,960 lot of agents taking orders, 918 00:29:01,080 --> 00:29:02,380 but didn't need to do 919 00:29:02,380 --> 00:29:03,840 customer service the same way 920 00:29:03,840 --> 00:29:05,590 with the stores closed. So 921 00:29:05,590 --> 00:29:07,690 I think we're going to see a proportion of 922 00:29:07,690 --> 00:29:10,320 the people responding saying only 923 00:29:10,320 --> 00:29:12,040 zero to 25% because we 924 00:29:12,040 --> 00:29:13,850 have a skeleton kind of 925 00:29:13,850 --> 00:29:15,070 a staff. But we're going 926 00:29:15,190 --> 00:29:16,910 to see some like Colin 927 00:29:16,910 --> 00:29:19,090 and Paul's companies where everybody 928 00:29:19,200 --> 00:29:20,580 is home. But if I 929 00:29:20,580 --> 00:29:21,930 had to say which one 930 00:29:21,930 --> 00:29:22,420 I think is going to 931 00:29:22,420 --> 00:29:24,830 have the highest percentage, I 932 00:29:24,830 --> 00:29:25,930 think it's going to be 933 00:29:25,930 --> 00:29:28,010 the 50% to 85% that 934 00:29:28,010 --> 00:29:29,420 most of the people have 935 00:29:29,420 --> 00:29:30,250 sent most of their agents 936 00:29:30,350 --> 00:29:31,940 home. Let's see if I'm 937 00:29:31,940 --> 00:29:33,590 right. That's kind of what 938 00:29:33,590 --> 00:29:35,160 I was thinking too. But so 939 00:29:35,160 --> 00:29:35,970 Josh, can we see the 940 00:29:35,970 --> 00:29:37,240 results maybe to see if 941 00:29:38,900 --> 00:29:40,730 we're right. Oh, look at 942 00:29:40,730 --> 00:29:42,920 that. It's very close, but 943 00:29:42,920 --> 00:29:45,140 in all of them is 944 00:29:45,850 --> 00:29:48,900 very high, which is a 945 00:29:48,900 --> 00:29:52,910 little bit surprising. Well, great. 946 00:29:52,910 --> 00:29:54,900 Thank you everybody for participating 947 00:29:54,900 --> 00:29:55,990 on this. So let's just 948 00:29:55,990 --> 00:30:04,360 stay on... And maybe talk 949 00:30:04,360 --> 00:30:05,520 a little about, obviously everybody 950 00:30:05,520 --> 00:30:07,250 knows that they embrace it in the circumstances 951 00:30:07,390 --> 00:30:08,090 of this pandemic, as I 952 00:30:08,090 --> 00:30:10,190 said at the beginning, but how 953 00:30:10,190 --> 00:30:12,730 did eFinancial apply or really 954 00:30:12,730 --> 00:30:15,090 adapt the business continually plan 955 00:30:15,090 --> 00:30:16,710 to respond to this crisis? 956 00:30:18,050 --> 00:30:20,860 Yeah, so eFinancial like most 957 00:30:20,860 --> 00:30:22,130 businesses, we had a business 958 00:30:22,130 --> 00:30:24,080 continuity plan in place. But it 959 00:30:24,280 --> 00:30:25,440 was focused on our individual 960 00:30:25,440 --> 00:30:27,380 offices. As I mentioned before, 961 00:30:27,380 --> 00:30:28,350 we have call centers in 962 00:30:28,350 --> 00:30:29,900 three different States. So our 963 00:30:29,900 --> 00:30:31,470 plans were more focused on 964 00:30:31,470 --> 00:30:32,810 how to respond if one 965 00:30:32,810 --> 00:30:33,850 of those opposites had to 966 00:30:33,850 --> 00:30:35,350 close for a snow storm 967 00:30:35,350 --> 00:30:36,290 or a power outage or 968 00:30:36,290 --> 00:30:38,430 natural disaster. Or what happens 969 00:30:38,430 --> 00:30:39,130 at one of our data 970 00:30:39,130 --> 00:30:40,850 center goes down. I'll be 971 00:30:40,850 --> 00:30:42,380 honest a full- scale work 972 00:30:42,380 --> 00:30:43,680 from home across all of 973 00:30:43,680 --> 00:30:45,140 our locations was never really 974 00:30:45,140 --> 00:30:47,730 part of the plan. Fortunately, 975 00:30:47,760 --> 00:30:49,050 we were already underway with 976 00:30:49,050 --> 00:30:50,570 a migration from pure connect 977 00:30:50,570 --> 00:30:52,450 on premises to Genesys cloud. And that was a 978 00:30:53,160 --> 00:30:54,370 strategic decision that we made 979 00:30:54,380 --> 00:30:56,130 last year to increase uptime 980 00:30:56,130 --> 00:30:57,260 and allow us to scale 981 00:30:57,260 --> 00:30:59,010 as a company. But we 982 00:30:59,010 --> 00:31:00,300 have that plan launch for 983 00:31:00,300 --> 00:31:02,360 April 30th to begin a 984 00:31:02,360 --> 00:31:03,950 phased approach versus a cut 985 00:31:03,950 --> 00:31:06,630 over launch. This was sped 986 00:31:06,630 --> 00:31:08,440 up due to COVID. And 987 00:31:08,440 --> 00:31:09,380 we actually had about three 988 00:31:09,380 --> 00:31:10,900 weeks to prepare and do a 989 00:31:10,900 --> 00:31:12,480 full cut order for 100% 990 00:31:12,500 --> 00:31:13,770 for a sales and operation 991 00:31:13,770 --> 00:31:17,720 staff. Which thankfully was largely 992 00:31:17,720 --> 00:31:19,760 successful. As far as business 993 00:31:19,760 --> 00:31:21,330 continuity, we now have passports 994 00:31:21,330 --> 00:31:22,260 in place and we're going 995 00:31:22,260 --> 00:31:23,690 to revisit that plan and we're going 996 00:31:24,020 --> 00:31:25,570 to update it to reflect 997 00:31:25,570 --> 00:31:27,700 the new remote workforce capabilities 998 00:31:27,700 --> 00:31:28,900 that we've discovered with Genesys 999 00:31:28,900 --> 00:31:32,450 cloud. Right. So that takes 1000 00:31:32,450 --> 00:31:34,510 me back to the point 1001 00:31:34,510 --> 00:31:36,820 that Sheila was making initially 1002 00:31:36,820 --> 00:31:38,360 on the war room or 1003 00:31:38,360 --> 00:31:40,560 the task force. So, Sheila, 1004 00:31:40,570 --> 00:31:41,430 can you elaborate a little 1005 00:31:41,430 --> 00:31:42,610 bit more on what you've 1006 00:31:42,610 --> 00:31:44,110 seen from companies like eFinancial 1007 00:31:45,540 --> 00:31:46,840 that has actually implemented a war 1008 00:31:46,840 --> 00:31:48,920 room work task force versus 1009 00:31:48,920 --> 00:31:50,130 others that maybe have delayed 1010 00:31:50,130 --> 00:31:52,870 those decisions. How has that impacted 1011 00:31:52,870 --> 00:31:54,110 their ability to respond or 1012 00:31:54,110 --> 00:31:55,730 be effective in terms of customer 1013 00:31:55,790 --> 00:31:57,320 support or customer experience in 1014 00:31:57,320 --> 00:32:04,530 your view? Sheila I think 1015 00:32:05,010 --> 00:32:05,890 you may be on mute 1016 00:32:05,890 --> 00:32:07,610 because I can't hear you, 1017 00:32:07,650 --> 00:32:10,920 just making sure it's not 1018 00:32:10,920 --> 00:32:13,800 just me. Thank you very 1019 00:32:13,800 --> 00:32:15,670 much, Barbara. It takes a 1020 00:32:15,670 --> 00:32:19,550 village. I would argue with 1021 00:32:19,550 --> 00:32:21,980 that smaller firms, smaller than 1022 00:32:21,980 --> 00:32:24,400 eFinancials, smaller than Mr Price 1023 00:32:25,340 --> 00:32:27,560 with tens of employees, instead 1024 00:32:27,560 --> 00:32:29,580 of hundreds of employees would 1025 00:32:29,610 --> 00:32:32,130 similarly benefit from a war 1026 00:32:32,130 --> 00:32:34,810 room approach. I've seen smaller 1027 00:32:34,810 --> 00:32:36,750 firms that are bringing together 1028 00:32:36,750 --> 00:32:39,660 senior management to make decisions 1029 00:32:39,660 --> 00:32:40,740 that are going to impact 1030 00:32:41,160 --> 00:32:44,220 every employee, every customer, and 1031 00:32:44,220 --> 00:32:45,890 often without the benefit of 1032 00:32:45,890 --> 00:32:47,700 that voice of the customer 1033 00:32:48,000 --> 00:32:49,270 that we hear that we 1034 00:32:49,270 --> 00:32:51,530 see coming in through the contact 1035 00:32:52,000 --> 00:32:53,400 center. So I think the 1036 00:32:53,400 --> 00:32:55,850 CEO's and CFO's of the world 1037 00:32:56,510 --> 00:32:58,030 who are making the final 1038 00:32:58,030 --> 00:33:01,070 decisions, obviously. But as Kraemer, 1039 00:33:01,070 --> 00:33:02,710 the professor at Kellogg pointed 1040 00:33:02,710 --> 00:33:04,280 out, I think the best 1041 00:33:04,280 --> 00:33:05,530 decisions would be made with 1042 00:33:05,530 --> 00:33:07,900 the best information. And sometimes 1043 00:33:07,900 --> 00:33:09,290 we in the contact center 1044 00:33:09,500 --> 00:33:12,180 as the conduit between executive 1045 00:33:12,180 --> 00:33:15,510 management and the customers could 1046 00:33:15,510 --> 00:33:17,070 be a useful part of 1047 00:33:17,350 --> 00:33:18,880 a war room approach, or 1048 00:33:18,880 --> 00:33:21,350 at least a task force 1049 00:33:21,480 --> 00:33:23,440 type approach, as opposed to 1050 00:33:23,440 --> 00:33:25,020 just a bunch of execs 1051 00:33:25,380 --> 00:33:28,260 making their decisions. Yeah. And 1052 00:33:29,540 --> 00:33:30,910 I'll just make this comment 1053 00:33:30,910 --> 00:33:32,750 on the Genesys side. I got 1054 00:33:32,920 --> 00:33:34,590 to say similar to what 1055 00:33:34,800 --> 00:33:36,550 Paul was saying before. Genesys 1056 00:33:36,550 --> 00:33:39,140 implemented very quickly a taskforce 1057 00:33:39,390 --> 00:33:40,540 as well. So that was 1058 00:33:41,300 --> 00:33:42,420 an initiative from our CEO, 1059 00:33:42,420 --> 00:33:44,050 Tony Bates and his leadership 1060 00:33:44,520 --> 00:33:46,410 and with constant communication and 1061 00:33:46,430 --> 00:33:48,070 a lot of transparency and 1062 00:33:48,070 --> 00:33:49,280 very quickly shutting down our 1063 00:33:49,280 --> 00:33:50,340 offices and making sure that 1064 00:33:50,340 --> 00:33:51,550 everybody was okay and working 1065 00:33:51,550 --> 00:33:53,470 from home and staying safe. 1066 00:33:53,470 --> 00:33:53,950 And I got to say 1067 00:33:53,950 --> 00:33:55,210 that made a huge difference 1068 00:33:55,220 --> 00:33:56,280 in our preparedness and our 1069 00:33:56,280 --> 00:33:58,440 readiness to not only continue 1070 00:33:58,440 --> 00:33:59,560 our business, but also be 1071 00:33:59,560 --> 00:34:01,510 here for our customers, which is 1072 00:34:01,630 --> 00:34:04,410 really what our mission is. 1073 00:34:04,970 --> 00:34:07,290 So now Colin, let me 1074 00:34:07,290 --> 00:34:08,620 go back to you and this is actually interesting because 1075 00:34:08,620 --> 00:34:11,780 in the briefing that we had with you 1076 00:34:11,780 --> 00:34:13,530 before the webinar, you shared a 1077 00:34:13,530 --> 00:34:14,630 quote that I thought it 1078 00:34:14,780 --> 00:34:16,420 was fascinating. And you said, 1079 00:34:17,070 --> 00:34:18,770 who pushed digital transformation in 1080 00:34:18,770 --> 00:34:20,530 your company. Was is it the CEO, 1081 00:34:20,990 --> 00:34:23,370 the CIO, or COVID- 19? 1082 00:34:23,370 --> 00:34:25,280 And I actually thinks got 1083 00:34:25,280 --> 00:34:27,820 funny, but the companies traditionally 1084 00:34:28,330 --> 00:34:30,980 pursued digital transformation to create 1085 00:34:30,980 --> 00:34:32,550 efficiencies or increase revenue or 1086 00:34:32,550 --> 00:34:34,040 reduce churn, or even to 1087 00:34:34,040 --> 00:34:35,380 penetrate a new market segment 1088 00:34:35,380 --> 00:34:37,570 or establishing a competitive differentiation. 1089 00:34:38,080 --> 00:34:39,500 But now in this new 1090 00:34:39,500 --> 00:34:41,570 normal that we're living is 1091 00:34:41,570 --> 00:34:43,950 business continually an additional critical 1092 00:34:43,950 --> 00:34:45,530 driver for digital transformation in 1093 00:34:45,530 --> 00:34:49,340 your opinion? Yes, absolutely. And 1094 00:34:49,490 --> 00:34:50,530 I'm so glad that Sheila 1095 00:34:50,530 --> 00:34:51,930 actually mentioned the voice of 1096 00:34:51,930 --> 00:34:53,090 the customer, because I think 1097 00:34:53,090 --> 00:34:55,550 that the digital transformation journey... 1098 00:34:55,780 --> 00:34:56,800 Look, first and foremost, you need 1099 00:34:56,800 --> 00:34:58,240 to be on one. Otherwise 1100 00:34:58,240 --> 00:34:59,010 you're going to have trouble 1101 00:34:59,050 --> 00:35:00,890 in the short term. But 1102 00:35:00,890 --> 00:35:01,890 it's starting to accelerate the 1103 00:35:01,890 --> 00:35:03,450 different type of conversation because I 1104 00:35:03,450 --> 00:35:05,280 think your roadmap was going 1105 00:35:05,280 --> 00:35:06,660 one direction. But now through 1106 00:35:06,660 --> 00:35:07,760 listening to voice of customer 1107 00:35:07,760 --> 00:35:09,720 and necessity you will be 1108 00:35:09,720 --> 00:35:11,460 changing that. So we'll be looking a 1109 00:35:11,460 --> 00:35:13,330 lot more at stuff like 1110 00:35:13,400 --> 00:35:15,940 customer self- help stuff like 1111 00:35:15,940 --> 00:35:17,150 where your Genesys platform can 1112 00:35:17,150 --> 00:35:18,560 bring all communications types into 1113 00:35:18,560 --> 00:35:19,810 one space where we can 1114 00:35:19,810 --> 00:35:20,630 actually make sense of that 1115 00:35:20,630 --> 00:35:22,620 data and actually start delivering 1116 00:35:22,620 --> 00:35:23,860 on what customers want. Because 1117 00:35:23,860 --> 00:35:25,190 I think if you had 1118 00:35:25,190 --> 00:35:26,120 a tough market that you're 1119 00:35:26,120 --> 00:35:27,880 in before, it's going to get even tougher 1120 00:35:27,880 --> 00:35:28,920 now, as people feel this 1121 00:35:28,920 --> 00:35:31,040 economic push. So yes, absolutely 1122 00:35:31,290 --> 00:35:32,130 it will accelerate. But I 1123 00:35:32,130 --> 00:35:33,290 think that if we clever 1124 00:35:33,430 --> 00:35:34,300 and we manage that data 1125 00:35:34,300 --> 00:35:36,330 properly, we'll be accelerating the 1126 00:35:36,330 --> 00:35:37,470 right things in the digital 1127 00:35:37,500 --> 00:35:40,950 space. Right. So Sheila I 1128 00:35:41,190 --> 00:35:41,950 wanted to go back to 1129 00:35:41,950 --> 00:35:44,180 that slide that you had 1130 00:35:44,180 --> 00:35:46,070 with a study that talks 1131 00:35:46,070 --> 00:35:48,370 about... You highlighted digital transformation 1132 00:35:48,370 --> 00:35:49,170 as one of the top 1133 00:35:49,500 --> 00:35:51,690 technology priorities for CX, but 1134 00:35:51,720 --> 00:35:53,980 also and I like how you 1135 00:35:53,980 --> 00:35:57,280 highlighted personalization of services and 1136 00:35:57,280 --> 00:35:58,970 cloud solutions. So do you 1137 00:35:58,970 --> 00:36:00,410 see a critical connection between 1138 00:36:00,410 --> 00:36:02,090 the cloud, as an enabler 1139 00:36:02,090 --> 00:36:03,780 to provide agility and flexibility 1140 00:36:04,070 --> 00:36:05,240 for companies to implement new 1141 00:36:05,380 --> 00:36:07,500 digital channels and deliver personalized 1142 00:36:07,500 --> 00:36:10,960 experiences? So it's interesting just 1143 00:36:10,960 --> 00:36:13,220 today and probably later today, 1144 00:36:13,540 --> 00:36:14,600 a new article that I 1145 00:36:14,600 --> 00:36:15,800 wrote for No Jitter is 1146 00:36:15,800 --> 00:36:17,530 going to post, and it's 1147 00:36:17,570 --> 00:36:21,040 called Google Contact Center AI 1148 00:36:21,710 --> 00:36:24,230 Tackles the Unemployment Problem in 1149 00:36:24,230 --> 00:36:26,490 the United States. So here 1150 00:36:26,490 --> 00:36:28,840 in the United States, state 1151 00:36:28,990 --> 00:36:30,710 websites have been going down 1152 00:36:30,710 --> 00:36:31,970 because of so much traffic. 1153 00:36:32,850 --> 00:36:35,520 State contact centers are blocking 1154 00:36:35,520 --> 00:36:36,970 calls because they just don't 1155 00:36:36,970 --> 00:36:39,070 even have enough circuits. Right. 1156 00:36:39,900 --> 00:36:40,670 So one of the things 1157 00:36:40,670 --> 00:36:42,840 that Google working with some 1158 00:36:42,840 --> 00:36:44,340 of their partners like Genesys 1159 00:36:44,710 --> 00:36:46,120 has been doing is helping 1160 00:36:46,120 --> 00:36:49,490 the States bring on some 1161 00:36:49,490 --> 00:36:52,300 early box onto the websites. 1162 00:36:52,640 --> 00:36:55,040 Okay. So the websites are 1163 00:36:55,040 --> 00:36:56,880 clearly cloud driven because the 1164 00:36:56,880 --> 00:36:58,370 web is based on the internet. 1165 00:36:59,290 --> 00:37:00,810 And for these States and 1166 00:37:00,810 --> 00:37:03,240 it includes Illinois, New York 1167 00:37:03,350 --> 00:37:05,300 and Oklahoma. They've been able 1168 00:37:05,300 --> 00:37:09,270 to quickly get box up 1169 00:37:09,270 --> 00:37:10,300 and running on the website 1170 00:37:10,950 --> 00:37:12,480 to try to deflect some 1171 00:37:12,480 --> 00:37:14,130 of the simple questions so 1172 00:37:14,130 --> 00:37:15,780 that the more difficult questions 1173 00:37:15,780 --> 00:37:17,160 can go to the agents 1174 00:37:17,410 --> 00:37:19,040 and the agents aren't overwhelmed 1175 00:37:20,750 --> 00:37:21,890 with simple questions that could 1176 00:37:21,890 --> 00:37:23,190 be answered in other ways. 1177 00:37:23,930 --> 00:37:24,740 But one of the points 1178 00:37:24,740 --> 00:37:26,440 that was made by Antony 1179 00:37:26,440 --> 00:37:28,170 Passemard, from Google when he 1180 00:37:28,170 --> 00:37:29,990 and I spoke was that 1181 00:37:30,980 --> 00:37:32,690 initially they could do web 1182 00:37:32,690 --> 00:37:34,500 because some of these contact 1183 00:37:34,500 --> 00:37:35,860 centers in the States are 1184 00:37:35,860 --> 00:37:37,850 not cloud- based, right. And 1185 00:37:37,850 --> 00:37:39,640 so it's not easy to 1186 00:37:39,640 --> 00:37:42,100 connect what's happening on the 1187 00:37:42,100 --> 00:37:45,150 web to an agent. So 1188 00:37:45,150 --> 00:37:46,480 what if somebody is in 1189 00:37:46,480 --> 00:37:48,040 that bot and needs to 1190 00:37:48,040 --> 00:37:49,590 connect to a voice agent? 1191 00:37:49,920 --> 00:37:51,130 Well, in the short term, 1192 00:37:51,340 --> 00:37:52,630 they're not necessarily able to 1193 00:37:52,630 --> 00:37:54,410 do that, right. And the short 1194 00:37:54,410 --> 00:37:56,310 term, they're only able to 1195 00:37:56,310 --> 00:37:57,290 do the web based and 1196 00:37:57,290 --> 00:38:00,560 then say call. But imagine 1197 00:38:00,560 --> 00:38:02,160 a company that had already 1198 00:38:02,160 --> 00:38:03,630 moved to the cloud, right. 1199 00:38:03,840 --> 00:38:04,760 They would be able to 1200 00:38:04,760 --> 00:38:07,530 make that connection between artificial 1201 00:38:07,530 --> 00:38:10,390 intelligence bots and voice connections 1202 00:38:10,580 --> 00:38:12,920 much more easily. So there's 1203 00:38:12,920 --> 00:38:14,990 this notion that we need 1204 00:38:14,990 --> 00:38:17,130 more digital services. Some of 1205 00:38:17,130 --> 00:38:20,380 those we can supply, even 1206 00:38:20,380 --> 00:38:22,080 if the contact center is not 1207 00:38:22,150 --> 00:38:23,840 in the cloud yet, but 1208 00:38:23,840 --> 00:38:25,370 the vision should be to 1209 00:38:27,080 --> 00:38:27,790 the point that was made 1210 00:38:27,790 --> 00:38:28,970 earlier by Paul and Colin. 1211 00:38:29,540 --> 00:38:30,390 How do we get these 1212 00:38:30,390 --> 00:38:32,220 all working together? And the 1213 00:38:32,220 --> 00:38:33,420 way to do that is 1214 00:38:33,420 --> 00:38:34,080 for them all to be 1215 00:38:34,080 --> 00:38:35,110 in the cloud and able 1216 00:38:35,230 --> 00:38:37,930 share information and data on 1217 00:38:37,930 --> 00:38:40,880 a cloud basis. That is 1218 00:38:40,880 --> 00:38:41,970 such a great point. It 1219 00:38:41,970 --> 00:38:43,020 was just yesterday I was 1220 00:38:43,020 --> 00:38:44,210 having a conversation with one 1221 00:38:44,210 --> 00:38:45,950 of my colleagues in business 1222 00:38:45,950 --> 00:38:47,790 consulting, and we were talking 1223 00:38:47,790 --> 00:38:49,670 about how we may have 1224 00:38:49,670 --> 00:38:52,570 a preconceived perception that, but 1225 00:38:53,060 --> 00:38:54,930 go against empathy. But in 1226 00:38:55,340 --> 00:38:56,230 the context of what we're 1227 00:38:56,230 --> 00:38:57,930 living today as a consumer, 1228 00:38:58,210 --> 00:38:59,370 you want an answer, right? 1229 00:38:59,370 --> 00:39:01,500 So perhaps the most empathetic 1230 00:39:01,500 --> 00:39:03,260 way to really be there 1231 00:39:03,260 --> 00:39:04,650 for your customers could be 1232 00:39:04,690 --> 00:39:06,290 through a bot that it's 1233 00:39:06,290 --> 00:39:07,780 actually providing you the answer 1234 00:39:07,780 --> 00:39:08,750 that you're looking for, and you don't 1235 00:39:08,750 --> 00:39:09,880 need to wait for an agent to be 1236 00:39:09,880 --> 00:39:12,040 available. Right. And so to your 1237 00:39:12,040 --> 00:39:13,390 point, the cloud is actually 1238 00:39:13,390 --> 00:39:15,550 what's enabling the agility that 1239 00:39:15,550 --> 00:39:16,920 companies may have to work 1240 00:39:16,920 --> 00:39:19,080 with Google. And us or 1241 00:39:19,090 --> 00:39:20,250 others, but just to make 1242 00:39:20,250 --> 00:39:21,400 sure that you have that 1243 00:39:21,400 --> 00:39:23,190 ability to quickly adapt the 1244 00:39:23,190 --> 00:39:25,140 bot to whatever the priorities are 1245 00:39:25,140 --> 00:39:26,860 for your customer. So I 1246 00:39:26,860 --> 00:39:30,830 think that that is so fantastic. Now Paul, 1247 00:39:31,150 --> 00:39:32,080 I would like to now 1248 00:39:32,080 --> 00:39:33,970 switch gears back to the 1249 00:39:33,970 --> 00:39:35,400 impact on the workforce, right? 1250 00:39:35,400 --> 00:39:36,500 It is very important that we 1251 00:39:36,500 --> 00:39:38,260 talk about since we're talking about empathy 1252 00:39:38,560 --> 00:39:40,870 that we talk about our employees. So 1253 00:39:40,870 --> 00:39:42,590 the question for you has 1254 00:39:42,590 --> 00:39:43,930 this crisis and the fact 1255 00:39:43,930 --> 00:39:45,830 that your agents are working 1256 00:39:45,830 --> 00:39:47,240 from home, have been working 1257 00:39:47,240 --> 00:39:47,990 from home now for a 1258 00:39:47,990 --> 00:39:50,680 while. Has that affected the 1259 00:39:50,680 --> 00:39:52,160 productivity in your contact centers? 1260 00:39:54,280 --> 00:39:55,580 Well, anytime that you have 1261 00:39:55,580 --> 00:39:57,150 an accelerated launch of a 1262 00:39:57,150 --> 00:39:59,420 major new technology platform, you're 1263 00:39:59,420 --> 00:40:00,880 going to experience some bumps. 1264 00:40:01,800 --> 00:40:03,320 Initially our biggest issue was 1265 00:40:03,320 --> 00:40:05,010 the database issue. All our 1266 00:40:05,010 --> 00:40:06,570 operational reporting was built around 1267 00:40:06,570 --> 00:40:08,070 the on premise system. So 1268 00:40:08,070 --> 00:40:09,040 when the cut over happened 1269 00:40:09,040 --> 00:40:10,550 that produced some data blindness 1270 00:40:10,550 --> 00:40:11,500 that we had to work 1271 00:40:11,500 --> 00:40:13,520 very quickly to resolve. Now, 1272 00:40:13,520 --> 00:40:15,540 from a production standpoint, we 1273 00:40:15,700 --> 00:40:17,050 initially saw about a seven 1274 00:40:17,050 --> 00:40:18,700 day period in which production 1275 00:40:18,700 --> 00:40:20,270 levels were soft as agents 1276 00:40:20,270 --> 00:40:21,760 adjusted to the new platform 1277 00:40:21,760 --> 00:40:24,070 and working environment. However, we 1278 00:40:24,070 --> 00:40:26,360 rebounded very well. One thing 1279 00:40:26,360 --> 00:40:28,140 we noticed was greater availability 1280 00:40:28,140 --> 00:40:29,610 of agents working from home and 1281 00:40:29,840 --> 00:40:31,250 no commute. And if anyone's 1282 00:40:31,250 --> 00:40:32,440 familiar with the Seattle area 1283 00:40:32,440 --> 00:40:34,390 or the 405 that community 1284 00:40:34,590 --> 00:40:35,650 means at least an hour 1285 00:40:35,650 --> 00:40:37,420 or two each way. It 1286 00:40:37,420 --> 00:40:39,260 also meant ease of breaks, 1287 00:40:39,260 --> 00:40:40,970 the ability to be constantly 1288 00:40:40,970 --> 00:40:42,250 engaged. So we are actually 1289 00:40:42,250 --> 00:40:43,820 seeing the number of hours 1290 00:40:43,820 --> 00:40:46,300 agents spend on cue increase 1291 00:40:46,440 --> 00:40:47,300 compared to what we saw 1292 00:40:47,300 --> 00:40:49,240 in the office. So this increased 1293 00:40:49,680 --> 00:40:51,200 availability coupled with the heightened 1294 00:40:51,200 --> 00:40:53,390 demand for life insurance as 1295 00:40:53,390 --> 00:40:55,170 well as our unique position 1296 00:40:55,170 --> 00:40:56,420 in the market means that 1297 00:40:56,770 --> 00:40:58,210 April's actually turned into one of 1298 00:40:58,210 --> 00:40:59,530 our strongest sales months in 1299 00:40:59,530 --> 00:41:04,910 recent history. Wow. We've heard 1300 00:41:04,910 --> 00:41:06,770 that from multiple organizations, that 1301 00:41:07,120 --> 00:41:09,570 productivity is actually just going 1302 00:41:09,570 --> 00:41:10,970 up consistently. And I was 1303 00:41:11,080 --> 00:41:11,470 just going to say, it's 1304 00:41:11,470 --> 00:41:14,040 funny that you said the 405 and the commute 1305 00:41:14,040 --> 00:41:15,430 because I'm in the 305, which 1306 00:41:15,430 --> 00:41:17,830 is Miami. And I would like to 1307 00:41:17,830 --> 00:41:18,750 say to the community out 1308 00:41:18,850 --> 00:41:19,670 here, down here in Miami 1309 00:41:19,670 --> 00:41:20,920 is probably a lot worse, 1310 00:41:20,920 --> 00:41:22,030 although right now it's been 1311 00:41:22,470 --> 00:41:24,610 pretty good. But now let 1312 00:41:24,610 --> 00:41:25,640 me ask you on the 1313 00:41:25,640 --> 00:41:27,500 flip side though. Sheila talked 1314 00:41:27,500 --> 00:41:29,490 about the strategies that organizations 1315 00:41:29,490 --> 00:41:31,270 are taking to optimize the 1316 00:41:31,270 --> 00:41:33,830 workplace environment in the current situation and 1317 00:41:33,830 --> 00:41:35,840 into the future. And she 1318 00:41:35,840 --> 00:41:37,510 also highlighted some things that 1319 00:41:37,510 --> 00:41:38,990 are really, really critical right 1320 00:41:38,990 --> 00:41:40,610 now. Things like mental and 1321 00:41:40,960 --> 00:41:43,770 physical health, activity programs. So 1322 00:41:43,770 --> 00:41:45,140 what's the impact that your 1323 00:41:45,140 --> 00:41:46,110 company has seen in your 1324 00:41:46,110 --> 00:41:48,150 employees from that perspective, particularly 1325 00:41:48,150 --> 00:41:49,910 agents, obviously agents and supervisors 1326 00:41:50,310 --> 00:41:52,030 in terms of wellness and what are some of the 1327 00:41:52,030 --> 00:41:54,500 actions that your organization is taking 1328 00:41:54,500 --> 00:41:56,580 or is considering in terms 1329 00:41:56,580 --> 00:42:00,740 of wellness? I really appreciate 1330 00:42:00,740 --> 00:42:01,850 Sheila speaking about that and 1331 00:42:01,850 --> 00:42:03,230 bringing it up because I 1332 00:42:03,230 --> 00:42:04,160 see this as a valid 1333 00:42:04,160 --> 00:42:06,580 concern. I was discussing with 1334 00:42:06,580 --> 00:42:07,520 some of my colleagues at 1335 00:42:07,520 --> 00:42:08,710 other companies just the other 1336 00:42:08,710 --> 00:42:10,500 day. And as a whole, 1337 00:42:10,700 --> 00:42:12,200 we are seeing increases in 1338 00:42:12,200 --> 00:42:14,040 potential burnout and depression due 1339 00:42:14,040 --> 00:42:15,450 to this blurred line between 1340 00:42:15,450 --> 00:42:17,900 work and home. So as 1341 00:42:17,900 --> 00:42:19,470 a leadership team at eFinancial, 1342 00:42:19,920 --> 00:42:21,050 we're getting ahead of this, 1343 00:42:21,340 --> 00:42:22,470 both our CEO and our 1344 00:42:22,470 --> 00:42:24,070 president have touched on this 1345 00:42:24,070 --> 00:42:25,450 in their company wide messaging. 1346 00:42:25,800 --> 00:42:26,930 And we're talking with our 1347 00:42:26,930 --> 00:42:28,110 managers to ensure that they're 1348 00:42:28,110 --> 00:42:29,140 looking out for the signs 1349 00:42:29,140 --> 00:42:31,230 of stress that's present or 1350 00:42:31,230 --> 00:42:32,320 could be present in their 1351 00:42:32,600 --> 00:42:34,740 employees. eFinancial is also a 1352 00:42:34,740 --> 00:42:36,210 really big believer in promoting 1353 00:42:36,400 --> 00:42:37,950 company culture and making a 1354 00:42:37,950 --> 00:42:39,480 positive work environment. And we 1355 00:42:39,480 --> 00:42:41,520 decided that working from is not going to 1356 00:42:41,520 --> 00:42:43,170 change that. Just last week 1357 00:42:43,170 --> 00:42:44,600 our eFly squad, that's our 1358 00:42:44,600 --> 00:42:46,050 culture team. They put together 1359 00:42:46,050 --> 00:42:47,330 a company wide scavenger hunt 1360 00:42:47,370 --> 00:42:49,100 designed to increase employee face 1361 00:42:49,100 --> 00:42:51,120 to face communication over in one environment. 1362 00:42:51,150 --> 00:42:53,290 And that was very successful 1363 00:42:53,290 --> 00:42:56,400 as well. Yeah. Sheila anything 1364 00:42:56,640 --> 00:42:57,930 that you would like to add on that topic? 1365 00:42:57,930 --> 00:42:58,750 I know that you're very 1366 00:42:58,750 --> 00:42:59,810 passionate about this and you 1367 00:42:59,810 --> 00:43:00,470 brought it up for a 1368 00:43:00,470 --> 00:43:02,410 reason, so any additional thoughts 1369 00:43:02,410 --> 00:43:04,880 on that? Yeah, the one 1370 00:43:04,920 --> 00:43:06,270 additional thing that I think 1371 00:43:06,270 --> 00:43:07,970 is important for agents in 1372 00:43:07,970 --> 00:43:09,640 this situation, and it also helps 1373 00:43:09,640 --> 00:43:12,140 customers is to re- look 1374 00:43:12,140 --> 00:43:14,450 at the empowerment of agents, 1375 00:43:14,850 --> 00:43:16,430 and what they're enabled to 1376 00:43:16,430 --> 00:43:18,300 do. So when you're sitting 1377 00:43:18,300 --> 00:43:19,770 in an office, you can 1378 00:43:19,770 --> 00:43:21,420 go to a supervisor, you 1379 00:43:21,420 --> 00:43:22,660 can put a call on 1380 00:43:22,660 --> 00:43:23,640 hold and try and get 1381 00:43:23,640 --> 00:43:25,860 a supervisor. It's not as 1382 00:43:25,860 --> 00:43:27,010 easy to do that when 1383 00:43:27,010 --> 00:43:28,830 you're working from home. So 1384 00:43:29,010 --> 00:43:31,980 if there are levels like 1385 00:43:31,980 --> 00:43:35,620 in a financial situation where 1386 00:43:35,930 --> 00:43:37,120 agents are empowered to go 1387 00:43:37,120 --> 00:43:37,960 to a certain level and 1388 00:43:37,960 --> 00:43:39,650 not beyond, maybe this is 1389 00:43:39,650 --> 00:43:40,900 a time to re- look 1390 00:43:40,900 --> 00:43:42,840 at those levels. If there 1391 00:43:42,840 --> 00:43:45,880 are the types of refunds 1392 00:43:46,100 --> 00:43:49,120 that are possible we may 1393 00:43:49,120 --> 00:43:49,970 want to re- look at 1394 00:43:49,970 --> 00:43:51,410 the level that an agent 1395 00:43:51,410 --> 00:43:53,330 is empowered to do that 1396 00:43:53,560 --> 00:43:55,660 because our customers are looking 1397 00:43:55,660 --> 00:43:58,010 for more empathy. Our agents 1398 00:43:58,010 --> 00:44:00,410 don't have the physical support 1399 00:44:00,410 --> 00:44:01,340 they've had in the past. 1400 00:44:01,430 --> 00:44:03,270 And I think it's another area where 1401 00:44:03,370 --> 00:44:05,310 we can make things smoother 1402 00:44:05,530 --> 00:44:07,130 by re- looking at our 1403 00:44:07,230 --> 00:44:11,210 guidelines. Yeah. Now, since we're 1404 00:44:11,210 --> 00:44:13,270 on this topic and thinking 1405 00:44:13,270 --> 00:44:15,250 also about the new normal 1406 00:44:15,290 --> 00:44:17,920 and what are the next 1407 00:44:17,920 --> 00:44:20,310 steps, what's next. Paul let 1408 00:44:20,310 --> 00:44:21,130 me just go back to 1409 00:44:21,130 --> 00:44:22,300 your first on this one. 1410 00:44:23,630 --> 00:44:24,970 So I know that you and 1411 00:44:25,270 --> 00:44:26,560 your organization are working on 1412 00:44:26,560 --> 00:44:28,300 a back to work plan. 1413 00:44:28,620 --> 00:44:29,530 Would you share with us 1414 00:44:29,590 --> 00:44:31,350 what that looks like? And 1415 00:44:31,350 --> 00:44:32,230 I also understand that you 1416 00:44:32,230 --> 00:44:33,660 were even considering implementing a 1417 00:44:33,660 --> 00:44:35,790 permanent working from home program 1418 00:44:35,790 --> 00:44:36,910 for some of your agents. If this 1419 00:44:37,530 --> 00:44:39,000 is correct would you share 1420 00:44:39,000 --> 00:44:39,610 a little bit more with 1421 00:44:39,610 --> 00:44:41,970 us on that? This is 1422 00:44:41,970 --> 00:44:44,370 correct. We are happily in 1423 00:44:44,370 --> 00:44:45,580 the process of creating our 1424 00:44:45,580 --> 00:44:46,820 back to work plans. That's 1425 00:44:47,010 --> 00:44:48,530 an exciting period for us 1426 00:44:48,530 --> 00:44:50,210 right now, and we're exploring 1427 00:44:50,210 --> 00:44:51,400 a lot of different options 1428 00:44:51,400 --> 00:44:52,530 such as what's it look 1429 00:44:52,530 --> 00:44:54,120 like to have full or half 1430 00:44:54,120 --> 00:44:57,730 remote offers? What about flexible hours 1431 00:44:58,010 --> 00:44:59,530 depending on role and tenure? 1432 00:44:59,970 --> 00:45:01,180 One silver lining to this 1433 00:45:01,180 --> 00:45:02,630 crisis is that we've learned 1434 00:45:02,630 --> 00:45:04,480 that offering greater flexibility won't 1435 00:45:04,480 --> 00:45:06,620 necessarily detract from our productivity. 1436 00:45:07,040 --> 00:45:08,250 And this can, and probably 1437 00:45:08,250 --> 00:45:09,300 will become a factor in 1438 00:45:09,300 --> 00:45:11,510 our recruiting efforts nationwide. It 1439 00:45:11,510 --> 00:45:12,610 allows us to become more 1440 00:45:12,610 --> 00:45:14,970 geographically agnostic for our agents, 1441 00:45:14,970 --> 00:45:16,330 for our operations staff, for 1442 00:45:16,330 --> 00:45:18,240 everybody, because we now know 1443 00:45:18,240 --> 00:45:19,350 that we have the capability to work 1444 00:45:19,900 --> 00:45:23,020 and produce from home. That's 1445 00:45:23,020 --> 00:45:24,660 a great point. And I think, like I said, 1446 00:45:24,660 --> 00:45:26,630 we're seeing this across the board, so 1447 00:45:26,630 --> 00:45:27,820 I would totally agree that 1448 00:45:27,970 --> 00:45:29,240 this is something that, to 1449 00:45:29,240 --> 00:45:30,360 your point that we thought 1450 00:45:30,360 --> 00:45:32,340 the productivity could be affected, 1451 00:45:32,340 --> 00:45:34,000 but reality is that it 1452 00:45:34,380 --> 00:45:36,570 is the opposite. Now Colin, 1453 00:45:37,190 --> 00:45:38,120 I wanted to also go 1454 00:45:38,120 --> 00:45:39,800 back to the perspective of 1455 00:45:39,800 --> 00:45:40,980 the business per se, right? 1456 00:45:40,980 --> 00:45:42,330 So you're in the retail 1457 00:45:42,330 --> 00:45:44,010 industry and we know that 1458 00:45:44,010 --> 00:45:46,140 eCommerce before this whole thing 1459 00:45:46,140 --> 00:45:47,690 happened eCommerce was already in 1460 00:45:47,690 --> 00:45:50,330 the path forward for the 1461 00:45:50,330 --> 00:45:51,520 retail industry. Right? And it's 1462 00:45:51,520 --> 00:45:52,620 rapidly increasing. And I think 1463 00:45:52,800 --> 00:45:54,600 that obviously this is across 1464 00:45:54,610 --> 00:45:56,130 the globe. But in this new 1465 00:45:56,130 --> 00:45:59,230 normal from your perspective, is 1466 00:45:59,230 --> 00:46:03,710 eCommerce becoming essential? What are 1467 00:46:03,710 --> 00:46:04,850 the key elements that will 1468 00:46:04,850 --> 00:46:06,720 be absolutely critical in succeeding 1469 00:46:06,720 --> 00:46:08,100 and even surviving in the 1470 00:46:08,100 --> 00:46:11,620 eCommerce world? Yeah, absolutely. I 1471 00:46:11,620 --> 00:46:13,430 think that eCommerce has been 1472 00:46:13,430 --> 00:46:14,410 around for quite some time, 1473 00:46:14,410 --> 00:46:15,570 but in the new normal, 1474 00:46:15,570 --> 00:46:16,390 you're going to have a 1475 00:46:16,390 --> 00:46:17,510 new normal of eCommerce as 1476 00:46:17,510 --> 00:46:19,060 well. You're going to have 1477 00:46:19,060 --> 00:46:19,870 to be stepping up your 1478 00:46:19,870 --> 00:46:20,750 service levels. You're going to 1479 00:46:20,750 --> 00:46:21,980 be having to step up 1480 00:46:21,980 --> 00:46:23,090 your context. And I think 1481 00:46:23,090 --> 00:46:23,900 we keep coming back to 1482 00:46:23,900 --> 00:46:26,920 this the consumer who's going 1483 00:46:26,920 --> 00:46:27,960 to be a scarce commodity 1484 00:46:27,960 --> 00:46:29,420 because of the economic climate. 1485 00:46:29,830 --> 00:46:30,940 And they're going to want you to 1486 00:46:30,940 --> 00:46:32,260 have context, and then we're going to want you 1487 00:46:32,260 --> 00:46:33,470 to understand who they are and what 1488 00:46:33,470 --> 00:46:34,560 they need to do or where 1489 00:46:35,390 --> 00:46:36,210 they need to be. So 1490 00:46:36,640 --> 00:46:38,580 we will be accelerating conversations 1491 00:46:38,580 --> 00:46:40,190 with Genesys around things like 1492 00:46:40,200 --> 00:46:43,280 Altocloud. And funny that we 1493 00:46:43,280 --> 00:46:44,160 were talking about bot as 1494 00:46:44,160 --> 00:46:45,230 well. So just making sure 1495 00:46:45,230 --> 00:46:46,610 that a bot is not 1496 00:46:46,610 --> 00:46:47,770 just about call deflection, but 1497 00:46:47,770 --> 00:46:49,350 it's also about being able 1498 00:46:49,350 --> 00:46:50,270 to give context to an 1499 00:46:50,270 --> 00:46:51,380 agents as to what the 1500 00:46:51,380 --> 00:46:52,770 customer journey is from an 1501 00:46:52,770 --> 00:46:55,130 eCommerce perspective. And then I 1502 00:46:55,130 --> 00:46:56,530 think more from the brick 1503 00:46:56,530 --> 00:46:58,530 and mortar perspective especially being 1504 00:46:58,530 --> 00:47:00,610 in fashion, retail, eCommerce and 1505 00:47:00,610 --> 00:47:02,650 the click and collect scenario, 1506 00:47:02,650 --> 00:47:04,480 especially with fashion. People will 1507 00:47:04,480 --> 00:47:05,330 want to come back and 1508 00:47:05,610 --> 00:47:06,720 come into store to collect, 1509 00:47:07,130 --> 00:47:08,620 to try on garments and 1510 00:47:08,620 --> 00:47:09,210 to have a touch and 1511 00:47:09,210 --> 00:47:12,110 feel of these things. So the 1512 00:47:12,110 --> 00:47:13,530 last mile of the eCommerce journey 1513 00:47:13,650 --> 00:47:14,700 is also quite important to 1514 00:47:14,700 --> 00:47:16,300 us where potentially there'll be 1515 00:47:16,300 --> 00:47:17,900 paying in store. Maybe they 1516 00:47:17,900 --> 00:47:18,850 don't want to be parting 1517 00:47:18,850 --> 00:47:20,430 away with cash anymore. They 1518 00:47:20,430 --> 00:47:22,240 might want to contact as payment methods 1519 00:47:22,480 --> 00:47:23,470 such as Apple Pay or 1520 00:47:23,520 --> 00:47:25,310 Samsung Pay or QR codes. 1521 00:47:25,940 --> 00:47:27,340 So the entire ecosystem around 1522 00:47:27,340 --> 00:47:29,330 eCommerce is going to shift, 1523 00:47:29,330 --> 00:47:30,870 but I do think that the fundamental 1524 00:47:30,870 --> 00:47:32,740 thread will be using things 1525 00:47:32,740 --> 00:47:34,300 like Altocloud to give you customer 1526 00:47:34,300 --> 00:47:35,410 context and help you drive 1527 00:47:35,410 --> 00:47:40,030 their sales numbers. Right. I 1528 00:47:40,030 --> 00:47:44,620 think what this tells us is that again, Sheila made this comment 1529 00:47:44,620 --> 00:47:46,340 at the very beginning. The new 1530 00:47:46,340 --> 00:47:48,240 normal based on what the 1531 00:47:48,240 --> 00:47:49,340 experience that we're going through 1532 00:47:49,340 --> 00:47:50,630 right now, as challenging as 1533 00:47:50,630 --> 00:47:51,670 it is, is also making us see things 1534 00:47:52,390 --> 00:47:53,450 in a very different way. 1535 00:47:53,450 --> 00:47:55,400 So, Sheila, I'm going to ask 1536 00:47:55,400 --> 00:47:56,730 you the million dollar question, 1537 00:47:56,950 --> 00:47:59,670 right. How will contact centers 1538 00:47:59,780 --> 00:48:01,760 become more essential in this 1539 00:48:02,010 --> 00:48:03,830 new normal from your perspective? 1540 00:48:05,200 --> 00:48:07,620 So if you would bring 1541 00:48:07,620 --> 00:48:10,810 up my last slide. No, 1542 00:48:11,220 --> 00:48:12,480 we'll bring that up in 1543 00:48:12,480 --> 00:48:14,280 a second. Nevermind. Okay. So 1544 00:48:14,280 --> 00:48:15,370 new normal, what does it 1545 00:48:15,370 --> 00:48:16,640 look like? And I'd like 1546 00:48:16,640 --> 00:48:17,660 to talk about it from 1547 00:48:17,660 --> 00:48:19,460 two perspectives. Let's first talk about 1548 00:48:19,670 --> 00:48:21,540 the agent perspective and Colin 1549 00:48:21,540 --> 00:48:23,380 and Paul have already started 1550 00:48:23,480 --> 00:48:25,660 talking about this. But I 1551 00:48:25,660 --> 00:48:27,560 think it goes even further 1552 00:48:27,560 --> 00:48:28,370 than we're going to be 1553 00:48:28,370 --> 00:48:29,860 able to have more work 1554 00:48:29,860 --> 00:48:31,280 from home agents because we 1555 00:48:31,390 --> 00:48:33,260 proved the case now, right? 1556 00:48:33,550 --> 00:48:34,970 The technology has always been there 1557 00:48:34,970 --> 00:48:36,430 to do it, but there's been 1558 00:48:36,450 --> 00:48:38,700 some reticence on the part 1559 00:48:38,700 --> 00:48:40,920 of companies sometimes. I think 1560 00:48:40,920 --> 00:48:42,370 it also now begins to 1561 00:48:42,370 --> 00:48:45,440 impact our hiring guidelines in 1562 00:48:45,440 --> 00:48:47,260 a positive way. So one 1563 00:48:47,260 --> 00:48:48,040 of the things we'll look 1564 00:48:48,040 --> 00:48:50,040 for is someone who does 1565 00:48:50,040 --> 00:48:51,410 have an environment at home 1566 00:48:51,550 --> 00:48:52,830 that will allow them to 1567 00:48:52,830 --> 00:48:55,670 work from home. We also 1568 00:48:55,670 --> 00:48:57,110 want to be able to 1569 00:48:57,750 --> 00:49:00,060 now give much more flexible 1570 00:49:00,060 --> 00:49:01,630 schedules than perhaps we were 1571 00:49:01,630 --> 00:49:02,810 able to offer in the 1572 00:49:02,810 --> 00:49:04,270 past. So it could be 1573 00:49:04,270 --> 00:49:05,430 that somebody wanted to work 1574 00:49:05,430 --> 00:49:07,140 for you, but they couldn't 1575 00:49:07,140 --> 00:49:09,160 work 9: 00 to 5: 1576 00:49:09,160 --> 00:49:11,610 00 or the 2:00 to 10: 00 1577 00:49:11,610 --> 00:49:13,480 shifts that you wanted. And 1578 00:49:13,480 --> 00:49:14,830 now if you enable that 1579 00:49:14,830 --> 00:49:15,820 as a work from home, 1580 00:49:15,960 --> 00:49:17,860 suddenly it opens up the 1581 00:49:17,860 --> 00:49:19,500 possibilities to a workforce that 1582 00:49:19,500 --> 00:49:20,370 may not have been able 1583 00:49:20,370 --> 00:49:21,150 to work with you in 1584 00:49:21,150 --> 00:49:22,760 the past. Right? So I 1585 00:49:22,760 --> 00:49:24,890 think this is a very positive 1586 00:49:24,890 --> 00:49:27,500 changes for agents and for 1587 00:49:27,620 --> 00:49:30,410 retention of workforce and finding 1588 00:49:30,440 --> 00:49:32,260 new talent that come out 1589 00:49:32,300 --> 00:49:34,100 of this and that become 1590 00:49:34,260 --> 00:49:37,330 the new normal. And then 1591 00:49:37,900 --> 00:49:40,200 Colin and Paul both mentioned 1592 00:49:40,200 --> 00:49:43,050 this and artificial intelligence I 1593 00:49:43,050 --> 00:49:45,600 think comes out of this 1594 00:49:45,600 --> 00:49:48,100 initial pandemic smelling like a 1595 00:49:48,100 --> 00:49:49,390 rose. Let's put it that 1596 00:49:49,450 --> 00:49:51,460 way. If we could say 1597 00:49:51,460 --> 00:49:58,470 that invention that... I've lost 1598 00:49:58,470 --> 00:49:59,810 my train of thought. Invention or 1599 00:49:59,810 --> 00:50:03,590 whatever. I think we're going 1600 00:50:03,590 --> 00:50:06,530 to have more innovation come 1601 00:50:06,530 --> 00:50:09,810 forward into our general everyday 1602 00:50:09,880 --> 00:50:12,740 operations, much more quickly than 1603 00:50:12,740 --> 00:50:13,870 we thought that we would 1604 00:50:13,870 --> 00:50:16,140 have. And I think the 1605 00:50:16,140 --> 00:50:18,700 reason is that think about 1606 00:50:18,700 --> 00:50:21,560 those States that are suddenly 1607 00:50:21,560 --> 00:50:22,690 using a bot on their 1608 00:50:22,690 --> 00:50:24,330 website. And if you would 1609 00:50:24,350 --> 00:50:25,570 ask them three months ago 1610 00:50:25,570 --> 00:50:27,810 about using artificial intelligence, they 1611 00:50:27,810 --> 00:50:28,520 would have looked at you 1612 00:50:28,520 --> 00:50:30,010 like you were crazy, but 1613 00:50:30,010 --> 00:50:31,300 they needed to do it 1614 00:50:31,830 --> 00:50:34,150 to necessity. It's not just 1615 00:50:34,150 --> 00:50:35,440 the mother of invention. It's 1616 00:50:35,440 --> 00:50:37,190 the mother of innovation. That 1617 00:50:37,190 --> 00:50:37,980 was the phrase that I 1618 00:50:37,980 --> 00:50:40,750 wanted to use. Right. I 1619 00:50:40,750 --> 00:50:42,180 think what we're finding here 1620 00:50:42,180 --> 00:50:43,930 is that companies are looking 1621 00:50:43,930 --> 00:50:45,240 back at some of those 1622 00:50:45,240 --> 00:50:47,990 artificial intelligence solutions and products 1623 00:50:48,320 --> 00:50:50,220 like was discussed here. Well, 1624 00:50:50,220 --> 00:50:52,220 we thought about Altocloud, but 1625 00:50:52,860 --> 00:50:54,440 this wasn't the time or 1626 00:50:54,440 --> 00:50:56,500 it wasn't the highest priority. 1627 00:50:56,900 --> 00:50:58,070 And suddenly we say, wait 1628 00:50:58,070 --> 00:50:59,440 a minute, in this new 1629 00:50:59,440 --> 00:51:01,270 normal things that were out 1630 00:51:01,270 --> 00:51:02,720 there are now going to 1631 00:51:02,720 --> 00:51:04,910 become part of everyday life. 1632 00:51:05,630 --> 00:51:06,530 So I think those two 1633 00:51:06,530 --> 00:51:08,250 things from a technology point 1634 00:51:08,250 --> 00:51:09,650 of view, I think artificial 1635 00:51:09,650 --> 00:51:11,860 intelligence is going to see a 1636 00:51:11,860 --> 00:51:14,210 bump in adoption. We're going 1637 00:51:14,300 --> 00:51:15,540 to see that move from 1638 00:51:15,730 --> 00:51:18,060 proof of concept to roll 1639 00:51:18,060 --> 00:51:20,630 out happen much more quickly 1640 00:51:20,740 --> 00:51:22,530 than we would've expected three 1641 00:51:22,530 --> 00:51:23,900 months ago. And I think 1642 00:51:23,900 --> 00:51:25,070 we have an opportunity to 1643 00:51:25,070 --> 00:51:27,450 revisit how we hire, how 1644 00:51:27,450 --> 00:51:29,600 we train, and the kind 1645 00:51:29,600 --> 00:51:31,490 of shifts we offer with 1646 00:51:31,490 --> 00:51:34,140 that kind of agent workforce 1647 00:51:34,140 --> 00:51:36,090 flexibility that agents have been looking 1648 00:51:36,090 --> 00:51:37,440 for. I think we're closer 1649 00:51:37,440 --> 00:51:40,900 now to understanding that notion 1650 00:51:40,900 --> 00:51:43,020 of a gig agent, we 1651 00:51:43,020 --> 00:51:44,380 can supply that inside our 1652 00:51:44,380 --> 00:51:45,940 contact center. And we didn't 1653 00:51:45,940 --> 00:51:48,550 realize that we could. Yeah, 1654 00:51:49,030 --> 00:51:50,350 I love that AI is 1655 00:51:50,350 --> 00:51:51,210 going to be smelling like 1656 00:51:51,210 --> 00:51:52,290 a rose, I think that 1657 00:51:52,290 --> 00:51:54,560 that's a quote that has been for the 1658 00:51:54,560 --> 00:51:56,680 posterity. But just a quick 1659 00:51:56,850 --> 00:51:58,610 clarification for those in the audience that 1660 00:51:58,690 --> 00:51:59,370 may not be familiar with Altocloud. That's 1661 00:52:00,080 --> 00:52:02,060 a pretty good engagement solution 1662 00:52:02,060 --> 00:52:03,610 that we have at Genesys really 1663 00:52:03,610 --> 00:52:04,760 allows you to understand the 1664 00:52:04,760 --> 00:52:06,190 intent of the customer. And then 1665 00:52:07,110 --> 00:52:08,700 determine what's the right resource 1666 00:52:09,640 --> 00:52:10,900 to serve that need at 1667 00:52:10,900 --> 00:52:12,700 that point. Which again speaks 1668 00:52:12,700 --> 00:52:15,300 about how artificial intelligence can 1669 00:52:15,300 --> 00:52:17,500 truly be part of our 1670 00:52:17,500 --> 00:52:19,340 empathy in terms of the customer 1671 00:52:19,340 --> 00:52:22,580 experience strategy. Now, coming to 1672 00:52:23,200 --> 00:52:24,080 the time and so I 1673 00:52:24,080 --> 00:52:25,550 would like to maybe starting 1674 00:52:25,550 --> 00:52:27,510 with Paul and Colin. Each 1675 00:52:27,510 --> 00:52:30,530 of you would please share 1676 00:52:31,110 --> 00:52:33,410 given all this situation, what's 1677 00:52:33,410 --> 00:52:35,410 the biggest lesson learned during 1678 00:52:35,410 --> 00:52:37,240 this unprecedented time? Paul, I'll 1679 00:52:37,240 --> 00:52:41,560 start with you. Sure. I 1680 00:52:41,560 --> 00:52:43,130 guess this current crisis has 1681 00:52:43,130 --> 00:52:45,770 really reinforced my existing belief 1682 00:52:45,770 --> 00:52:46,910 in the importance of cloud 1683 00:52:46,910 --> 00:52:49,710 services and distributed platforms. Had 1684 00:52:49,710 --> 00:52:51,060 we not made that strategic 1685 00:52:51,060 --> 00:52:52,080 decision to move to the 1686 00:52:52,080 --> 00:52:53,620 cloud when we did the 1687 00:52:53,620 --> 00:52:54,830 outcome right now will look 1688 00:52:54,850 --> 00:52:56,350 very different for eFinancial as 1689 00:52:56,350 --> 00:52:58,380 a company. As Sheila discussed, 1690 00:52:58,380 --> 00:52:59,220 I think that we're going 1691 00:52:59,220 --> 00:53:02,090 to see increased prioritization in 1692 00:53:02,090 --> 00:53:04,210 cloud computing and cloud services 1693 00:53:04,210 --> 00:53:05,570 post- COVID. So that would probably be 1694 00:53:05,570 --> 00:53:08,670 my biggest takeaway. Thank you Paul. Colin your biggest lesson learned? 1695 00:53:12,900 --> 00:53:14,430 Yeah, I absolutely agree with 1696 00:53:14,430 --> 00:53:15,230 Paul. I think we've been 1697 00:53:15,230 --> 00:53:16,130 talking about a route to 1698 00:53:16,130 --> 00:53:17,170 cloud for quite some time, 1699 00:53:17,360 --> 00:53:18,480 and I think a lot 1700 00:53:18,480 --> 00:53:20,840 of companies and the CEO's 1701 00:53:20,840 --> 00:53:22,440 will be accelerating those discussions. 1702 00:53:22,440 --> 00:53:24,380 But I think the biggest 1703 00:53:24,400 --> 00:53:26,090 learning so far is make 1704 00:53:26,090 --> 00:53:26,750 sure that you've got the 1705 00:53:26,750 --> 00:53:28,990 tools to communicate as effectively 1706 00:53:28,990 --> 00:53:30,430 as you can, both with your 1707 00:53:30,430 --> 00:53:31,590 customers, but also with your 1708 00:53:31,590 --> 00:53:34,290 employees. It's just so critical 1709 00:53:34,290 --> 00:53:35,170 at this time that people 1710 00:53:35,170 --> 00:53:36,750 know that you're there. They 1711 00:53:36,750 --> 00:53:37,480 can reach out on the 1712 00:53:37,480 --> 00:53:39,610 channel of their choice and 1713 00:53:39,610 --> 00:53:42,050 make sure that that communication is frictionless 1714 00:53:42,050 --> 00:53:43,960 and their processes frictionless. So 1715 00:53:43,960 --> 00:53:45,520 definitely looking to, again, bringing 1716 00:53:45,520 --> 00:53:47,260 those communication mechanisms into one 1717 00:53:47,570 --> 00:53:48,720 spot and then making sure that 1718 00:53:48,720 --> 00:53:50,050 you've got the flexibility of 1719 00:53:50,050 --> 00:53:52,240 things like cloud payments to 1720 00:53:52,240 --> 00:53:54,220 really engage and capitalize on 1721 00:53:54,580 --> 00:53:55,710 some of these opportunities that 1722 00:53:56,070 --> 00:53:57,090 this type of pandemic can 1723 00:53:57,090 --> 00:54:01,020 present. Thank you Colin. And 1724 00:54:01,020 --> 00:54:02,130 Sheila going to you. Would 1725 00:54:02,130 --> 00:54:03,340 you share your final thoughts 1726 00:54:03,340 --> 00:54:04,660 on the new normal and 1727 00:54:04,660 --> 00:54:08,670 redefining business continually? And now 1728 00:54:08,670 --> 00:54:09,540 you can bring up my 1729 00:54:09,540 --> 00:54:11,600 final slide Barbara if you 1730 00:54:11,600 --> 00:54:15,280 would. Thank you. So this 1731 00:54:15,280 --> 00:54:17,490 slide is a picture of 1732 00:54:17,490 --> 00:54:18,810 Andy Jassy, who is the 1733 00:54:18,810 --> 00:54:21,900 CEO of AWS. And it 1734 00:54:21,900 --> 00:54:24,570 was the notes there are 1735 00:54:24,570 --> 00:54:26,770 taken from his keynote speech 1736 00:54:27,050 --> 00:54:29,160 at The Reinvent Conference in 1737 00:54:29,160 --> 00:54:31,040 November. And so he's a 1738 00:54:31,040 --> 00:54:33,600 pretty prescient guy. He has 1739 00:54:33,600 --> 00:54:34,410 a notion of where the 1740 00:54:34,410 --> 00:54:35,860 world is going and even 1741 00:54:35,860 --> 00:54:37,700 not knowing that there was 1742 00:54:37,760 --> 00:54:40,180 a pandemic coming. He understood 1743 00:54:40,180 --> 00:54:40,880 that the way that the 1744 00:54:40,880 --> 00:54:42,000 world was going, maybe it's 1745 00:54:42,000 --> 00:54:43,500 going to go there more 1746 00:54:43,500 --> 00:54:45,340 quickly now, but what he 1747 00:54:45,340 --> 00:54:46,920 said and really rang true 1748 00:54:46,920 --> 00:54:49,380 for me was companies today, 1749 00:54:49,940 --> 00:54:51,120 or either born in the 1750 00:54:51,120 --> 00:54:55,930 cloud, companies like Netflix and 1751 00:54:56,270 --> 00:55:00,660 Airbnb and Uber. Or they 1752 00:55:00,660 --> 00:55:02,480 need to be reborn in 1753 00:55:02,480 --> 00:55:03,850 the cloud. And if we 1754 00:55:03,850 --> 00:55:06,250 think about eFinance if we think about 1755 00:55:06,560 --> 00:55:09,500 Mr Price, they are re- 1756 00:55:09,500 --> 00:55:11,610 building their businesses in the 1757 00:55:11,610 --> 00:55:13,620 cloud. They're taking their contact 1758 00:55:13,620 --> 00:55:15,370 center agents and moving them 1759 00:55:15,370 --> 00:55:17,440 to cloud based solutions. They're 1760 00:55:17,440 --> 00:55:19,960 thinking about digital kinds of 1761 00:55:19,960 --> 00:55:21,670 interactions and making those available 1762 00:55:21,670 --> 00:55:23,330 to their customers. Because in order 1763 00:55:23,330 --> 00:55:25,430 to compete with those born 1764 00:55:25,430 --> 00:55:26,890 in the cloud companies, they 1765 00:55:26,890 --> 00:55:29,640 have to rebuild themselves in 1766 00:55:29,640 --> 00:55:32,100 the cloud. Another thing that 1767 00:55:32,100 --> 00:55:33,110 Andy said that I think 1768 00:55:33,330 --> 00:55:35,030 is also so relevant and 1769 00:55:35,030 --> 00:55:37,620 really rang true, knowing what 1770 00:55:37,620 --> 00:55:39,410 Genesys is now doing is 1771 00:55:39,410 --> 00:55:41,410 the notion that a multi- cloud 1772 00:55:41,690 --> 00:55:43,830 is a legitimate conversation. So 1773 00:55:43,830 --> 00:55:45,090 what does that mean? So 1774 00:55:45,090 --> 00:55:46,760 Andy clearly is in charge 1775 00:55:46,760 --> 00:55:48,500 of the public cloud that 1776 00:55:48,500 --> 00:55:49,750 Genesys cloud is built on 1777 00:55:50,350 --> 00:55:53,070 AWS, but not every company 1778 00:55:53,070 --> 00:55:55,600 and every business is necessarily 1779 00:55:55,600 --> 00:55:57,080 going to want all of 1780 00:55:57,080 --> 00:55:58,540 their computing coming out of 1781 00:55:58,980 --> 00:56:00,440 AWS. There are others who are going to 1782 00:56:00,840 --> 00:56:03,070 want choices from Microsoft Azure 1783 00:56:03,690 --> 00:56:05,210 or choices of their own 1784 00:56:05,230 --> 00:56:09,220 IBM cloud or other clouds. 1785 00:56:09,480 --> 00:56:10,760 And so Genesys is now 1786 00:56:10,760 --> 00:56:12,670 working and the team that 1787 00:56:12,670 --> 00:56:14,790 Barry O'Sullivan heads on how 1788 00:56:14,790 --> 00:56:17,460 do we make the best 1789 00:56:17,460 --> 00:56:19,460 of Genesys available, the best 1790 00:56:19,460 --> 00:56:21,950 innovation of Genesys cloud available 1791 00:56:21,950 --> 00:56:24,250 in a multi- cloud scenario 1792 00:56:24,450 --> 00:56:26,080 for those customers. And so, 1793 00:56:26,320 --> 00:56:27,340 to me, it was very 1794 00:56:27,760 --> 00:56:31,590 refreshing to hear, Jassy say, 1795 00:56:31,590 --> 00:56:33,910 I recognize that. I think 1796 00:56:33,910 --> 00:56:34,740 I'll still be a big 1797 00:56:34,740 --> 00:56:36,310 part of the world. I 1798 00:56:36,310 --> 00:56:37,240 still think a lot of 1799 00:56:37,240 --> 00:56:38,340 customers are going to want 1800 00:56:38,340 --> 00:56:40,330 to use my services, but 1801 00:56:40,330 --> 00:56:41,770 I'm going to build bridges 1802 00:56:41,930 --> 00:56:43,370 to those other public clouds. 1803 00:56:44,460 --> 00:56:46,460 And then finally he made 1804 00:56:46,460 --> 00:56:48,330 a very strong statement that 1805 00:56:48,520 --> 00:56:52,570 data is the new currency 1806 00:56:52,920 --> 00:56:55,320 of business. And I think 1807 00:56:55,600 --> 00:56:57,100 the conversations that we had 1808 00:56:57,100 --> 00:57:01,930 today around personalization, about empowering 1809 00:57:01,930 --> 00:57:04,210 agents is all about getting 1810 00:57:04,210 --> 00:57:06,550 the right data to agents 1811 00:57:06,890 --> 00:57:08,590 and having that data to 1812 00:57:08,590 --> 00:57:11,240 be able to process that 1813 00:57:11,240 --> 00:57:12,920 data and make the decisions 1814 00:57:12,920 --> 00:57:15,110 about it available to agents 1815 00:57:15,170 --> 00:57:17,410 like predictive engagement can do 1816 00:57:17,590 --> 00:57:19,760 and help the agent understand 1817 00:57:20,200 --> 00:57:21,320 the best way to serve 1818 00:57:21,320 --> 00:57:24,330 a customer. That's part of 1819 00:57:24,330 --> 00:57:25,420 this new normal as we 1820 00:57:25,420 --> 00:57:27,350 go forward. So I think 1821 00:57:27,350 --> 00:57:28,160 Jesse was prescient but I 1822 00:57:28,160 --> 00:57:29,870 think the points he made 1823 00:57:29,870 --> 00:57:31,370 are legitimate points as we 1824 00:57:31,370 --> 00:57:33,790 think about that next phase 1825 00:57:34,110 --> 00:57:35,640 of business life, post- COVID. 1826 00:57:37,990 --> 00:57:40,340 Thank you so much. Thank 1827 00:57:40,340 --> 00:57:41,580 you Barbara. Thank you. I 1828 00:57:41,580 --> 00:57:43,020 just want to finish by 1829 00:57:43,020 --> 00:57:45,070 saying, first of all, thank 1830 00:57:45,070 --> 00:57:46,520 you so much, Sheila, Paul, 1831 00:57:46,520 --> 00:57:48,410 Colin For sharing your thoughts 1832 00:57:48,410 --> 00:57:53,170 and just your experience with 1833 00:57:53,170 --> 00:57:54,670 this. With all of us to me 1834 00:57:54,900 --> 00:57:56,850 it was a fantastic conversation. 1835 00:57:56,850 --> 00:57:58,410 I hope that the audience 1836 00:57:58,620 --> 00:58:00,270 feels the same way. We 1837 00:58:00,270 --> 00:58:01,500 definitely are at a time, and I 1838 00:58:01,500 --> 00:58:02,770 don't want to keep our 1839 00:58:02,770 --> 00:58:04,380 audience much longer. I'll leave 1840 00:58:04,380 --> 00:58:05,620 you with just this slide, 1841 00:58:05,620 --> 00:58:06,810 which shows what Genesys is 1842 00:58:06,880 --> 00:58:08,730 doing for our customers and 1843 00:58:08,730 --> 00:58:10,380 non- Genesys customers as well 1844 00:58:10,630 --> 00:58:11,960 in terms of supporting you 1845 00:58:12,000 --> 00:58:14,100 for the handling increased demand, 1846 00:58:14,220 --> 00:58:16,610 and also a transition for 1847 00:58:16,610 --> 00:58:17,520 your agents to work from 1848 00:58:17,520 --> 00:58:19,620 home. This is all in our website. 1849 00:58:19,620 --> 00:58:20,600 You can also reach out 1850 00:58:20,600 --> 00:58:22,040 to your Genesys representative to 1851 00:58:22,040 --> 00:58:24,160 understand better how this program 1852 00:58:24,160 --> 00:58:25,840 works. And I'll hand it 1853 00:58:25,840 --> 00:58:26,970 back to you, Josh, to 1854 00:58:26,970 --> 00:58:27,940 wrap us up. Thank you 1855 00:58:27,940 --> 00:58:32,940 so much. Thanks guys. So 1856 00:58:32,940 --> 00:58:34,680 as she mentioned, unfortunately, we 1857 00:58:34,680 --> 00:58:35,450 are at a time. I 1858 00:58:35,450 --> 00:58:36,350 definitely feel like we could 1859 00:58:36,350 --> 00:58:37,990 have continued this conversation for 1860 00:58:37,990 --> 00:58:40,810 another hour. But as we 1861 00:58:40,810 --> 00:58:42,340 wrap up today, we are 1862 00:58:42,340 --> 00:58:44,360 going to first mention that 1863 00:58:44,360 --> 00:58:45,230 you have a list of 1864 00:58:45,230 --> 00:58:46,670 resources in the resource center 1865 00:58:46,670 --> 00:58:47,870 below your Q& A window. 1866 00:58:47,870 --> 00:58:48,610 Be sure to click on 1867 00:58:48,610 --> 00:58:50,430 those before today's session ends, 1868 00:58:50,430 --> 00:58:51,850 that will give you additional 1869 00:58:51,850 --> 00:58:53,270 information based on the topic 1870 00:58:53,270 --> 00:58:54,540 that we talked about today. 1871 00:58:56,230 --> 00:58:57,970 Also don't forget, you will 1872 00:58:57,970 --> 00:58:59,330 receive an on demand recording 1873 00:58:59,330 --> 00:59:01,160 via email from ON24. So 1874 00:59:01,160 --> 00:59:02,160 if you missed anything during 1875 00:59:02,160 --> 00:59:03,810 the presentation, have any issues, 1876 00:59:03,810 --> 00:59:05,070 you will receive that recording 1877 00:59:05,150 --> 00:59:06,220 within the next few business 1878 00:59:06,220 --> 00:59:07,610 days. And you can actually 1879 00:59:07,610 --> 00:59:08,320 take a look at this 1880 00:59:08,320 --> 00:59:10,270 recording with full playback capabilities. 1881 00:59:12,180 --> 00:59:13,380 So with that on behalf 1882 00:59:13,380 --> 00:59:15,880 of Sheila, Barbara, Colin, and Paul, 1883 00:59:15,950 --> 00:59:16,950 as well as the entire 1884 00:59:16,950 --> 00:59:18,410 Genesys team, we thank you 1885 00:59:18,410 --> 00:59:20,070 again for joining today's webcast, 1886 00:59:20,280 --> 00:59:22,210 The New Normal Redefining Business 1887 00:59:22,210 --> 00:59:24,300 Continuity. Until next time have 1888 00:59:24,300 --> 00:59:25,080 a good one everyone. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING NOW!" cta_button="WATCH NOW" cms_hold="RG" cid_id="7011T000001Id8AQAS"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd - South Africa Paul Bourdeaux Vice President, IT eFinancial CX Heroes 5 habits of successful contact center managers and agents Featuring MyBudget, Australia [cutoff co_thick="2px"][webinarschedulesingle]MyBudget has helped more than 100,000 Australians get on the path to financial success. It can be difficult, emotional work—with counseling services and financial literacy tactics laid bare for the people who are struggling the hardest to make ends meet but still failing. Some clients call almost daily for advice. And the customer service reps on the other end of the line develop close relationships with customers. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Measure customer service/NPS for success Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7010d000001GcGFAA0"] Meet the Speakers Nicole Martin Customer Service Representative MyBudget, Australia Mari Yamaguchi CX Manager Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Everyone talks about customer centricity, but few brands are delivering. Only 12% of customers have witnessed serious improvements to the CX; only 11% believe brand even care. The time has come to start walking the talk. This webinar will help. We’ll look at some key trends for 2020 – personalization, AI, omnichannel, customer analytics, agent empowerment, cloud technology, and more – and reveal how to take the most customer-centric, productive action possible. You’ll build a true culture of customer centricity: one defined by action rather than words. Topics include: What will omnichannel look like in 2020? What content do you need to personalize the experience? Does your contact center environment support customer centricity? [mktoform cms_hold="RG" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001kreVQAQ" url="https://www.genesys.com/campaign/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you" ar_url="https://www.genesys.com/campaign/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you"] Meet the Speakers Randy Carter Product Marketing Director [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Watch this on-demand webinar with Sheila McGee-Smith and Randolph Carter for an animated conversation that breaks down cloud into the three concepts that matter most as we move forward in this accelerating world. You will learn: The key issues around Applications, particularly as relates to both cloud microservices architectures as well as new AI capabilities The challenges relating to Data: standards, systems, and integrations How to plan for next-generation Infrastructure: communications channels, migration tools, and change management [mktoform cms_hold="RG" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you" cid_id="7011T000001krefQAA" ar_url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you"] Meet the Speakers Randy Carter Product Marketing Director Sheila McGee-Smith Founder - McGee-Smith Analytics Webinar Bytes [Webinar Bytes] 5 ways to improve customer service and personalization We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTA3NiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0Q1Nzg1JTI2bW9tZW50SWRzJTNENTU1MSUyNm1vbWVudElkcyUzRDU1NTIlMjZtb21lbnRJZHMlM0Q1NTU1JTI2bW9tZW50SWRzJTNENTU1NiUyNm1vbWVudElkcyUzRDU1NTclMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFHarambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa. In these CX Heroes webinar bytes, you will learn how to establish skills every agent should have, handle difficult customers with finesse, recognize and reward agents, and more. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,140 Neli, could you take a 2 00:00:01,140 --> 00:00:02,280 few minutes and just tell 3 00:00:02,280 --> 00:00:03,220 us a little bit about Harambee 4 00:00:03,830 --> 00:00:04,800 and what you guys all 5 00:00:04,800 --> 00:00:05,860 do there in your wonderful 6 00:00:05,860 --> 00:00:10,840 program? Okay. So Harambee is 7 00:00:10,840 --> 00:00:12,630 a not- for- profit social 8 00:00:12,630 --> 00:00:14,970 organization that aim to solve 9 00:00:14,970 --> 00:00:16,790 the unemployment challenges of South 10 00:00:16,790 --> 00:00:19,220 African youth. We partner with 11 00:00:19,230 --> 00:00:21,850 businesses, government, young people, and 12 00:00:21,850 --> 00:00:23,790 other organization committed to solving 13 00:00:23,790 --> 00:00:26,250 the unemployment epidemic. Our unique system 14 00:00:26,690 --> 00:00:28,940 is unlike traditional employment organization 15 00:00:28,940 --> 00:00:30,420 that you would find anywhere. 16 00:00:30,760 --> 00:00:32,730 We really rely on our 17 00:00:32,730 --> 00:00:34,710 contact center advisors like Thapelo 18 00:00:35,340 --> 00:00:37,580 to ask detailed questions and 19 00:00:37,580 --> 00:00:39,360 have genuine conversation with our 20 00:00:39,360 --> 00:00:40,600 work seekers. So that is 21 00:00:40,600 --> 00:00:43,560 what really makes Harambee different 22 00:00:43,560 --> 00:00:45,780 from other organizations. And my 23 00:00:45,780 --> 00:00:47,770 role, I am a contact 24 00:00:47,770 --> 00:00:48,640 center manager. AppFoundry Webinar Monitoring remote agents for engagement, performance and insights [cutoff co_thick="2px"][webinarschedule]As the impact of COVID-19 continues, businesses struggle to monitor agent performance and well-being, and to ensure productivity of their remote agent employees. Learn how the AI-powered Call Journey voice analytics engine allows you to assess your agents’ “engagement health” in every customer interaction and ensure productivity and quality performance. We are committed to providing you with tools and resources to help you navigate these challenges.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001krP1QAI"] Meet the Speakers Brett Marsh Vice President for Sales - North America Call Journey Demo Webinar [this_page_title] Engage prospects in real-time, at the right time, with call center software powered by AI and machine learning. [cutoff co_thick="2px"][webinarschedulesingle]Boost conversion rates by giving your digital sales and marketing teams real-time insight into website behavior. Streamline the customer experience with advanced automation and improved self-service options. Genesys uses the power of artificial intelligence (AI) and machine learning to: Enable customer self-service for common tasks with online FAQ’s and chatbots Track customer journeys and observe behaviors so agents can engage at the right time Identify when and why prospects leave to reduce abandon rates and optimize successful conversions Increase revenue by offering proactive, targeted discounts to move prospects through to purchase Check out the Genesys Cloud demo to learn how advanced AI tools can help your company optimize customer experience. [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001krLEQAY"] Meet the Speaker Kenny Saalman Associate Strategic Sales Consultant Genesys CX Heroes 5 ways to improve customer service and personalization Featuring Harambee, South Africa [cutoff co_thick="2px"][webinarschedulesingle]Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Get personalization right for your customers Harambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa.[cutoff co_thick="2px"]1 00:00:10,520 --> 00:00:11,590 Thank you for joining us 2 00:00:11,590 --> 00:00:12,870 today for the CX Heroes 3 00:00:12,870 --> 00:00:15,150 webinar series. Today, we're going 4 00:00:15,150 --> 00:00:16,230 to highlight the five ways 5 00:00:16,230 --> 00:00:18,080 to improve customer service and 6 00:00:18,360 --> 00:00:19,660 personalization and how to get 7 00:00:19,660 --> 00:00:22,080 personalization right. Many companies are 8 00:00:22,080 --> 00:00:23,650 getting it wrong and we're 9 00:00:23,650 --> 00:00:24,410 going to go over some 10 00:00:24,410 --> 00:00:26,940 best practices on how to 11 00:00:26,940 --> 00:00:28,350 actually make the customer be 12 00:00:28,350 --> 00:00:29,520 the focus of everything you 13 00:00:29,520 --> 00:00:31,040 do and feel like they're 14 00:00:31,040 --> 00:00:31,990 the only customer in the 15 00:00:31,990 --> 00:00:34,680 world. Today, I am so lucky 16 00:00:35,140 --> 00:00:38,620 to have Neli and Thapelo from 17 00:00:38,620 --> 00:00:40,510 Harambee. Thapelo was recognized as 18 00:00:40,510 --> 00:00:42,250 a CX Hero by Genesys 19 00:00:42,250 --> 00:00:44,230 and joined us on stage 20 00:00:44,230 --> 00:00:46,170 in Amsterdam at G- Summit. 21 00:00:46,560 --> 00:00:47,580 Thank you both so much 22 00:00:47,580 --> 00:00:49,670 for joining us today. Thank 23 00:00:50,230 --> 00:00:53,250 you, Jill for having us. Neli, 24 00:00:53,730 --> 00:00:54,590 could you take a few 25 00:00:54,590 --> 00:00:55,680 minutes and just tell us 26 00:00:55,680 --> 00:00:57,250 a little bit about Harambee and 27 00:00:57,250 --> 00:00:58,210 what you guys all do 28 00:00:58,210 --> 00:00:59,730 there in your wonderful program? 29 00:01:00,700 --> 00:01:04,170 Okay. So Harambee is a 30 00:01:04,170 --> 00:01:06,940 not- for- profit social organization 31 00:01:06,980 --> 00:01:08,300 that aim to solve the 32 00:01:08,300 --> 00:01:10,480 unemployment challenges of South African 33 00:01:10,480 --> 00:01:13,440 youth. We partner with businesses, 34 00:01:13,440 --> 00:01:15,290 government, young people, and other 35 00:01:15,290 --> 00:01:17,160 organization committed to solving the 36 00:01:17,160 --> 00:01:20,030 unemployment epidemic. Our unique system is 37 00:01:20,030 --> 00:01:22,320 unlike traditional employment organization that 38 00:01:22,320 --> 00:01:24,190 you would find anywhere. We 39 00:01:24,190 --> 00:01:26,370 really rely on our contact 40 00:01:26,370 --> 00:01:28,730 center advisors like Thapelo to 41 00:01:28,730 --> 00:01:31,070 ask detailed questions and have 42 00:01:31,070 --> 00:01:32,630 genuine conversation with our work 43 00:01:32,630 --> 00:01:34,080 seekers. So that is what 44 00:01:34,080 --> 00:01:37,020 really makes Harambee different from 45 00:01:37,020 --> 00:01:39,560 other organizations. And my role, 46 00:01:39,630 --> 00:01:41,340 I am a contact center 47 00:01:41,340 --> 00:01:45,210 manager. Great. Thank you both 48 00:01:45,210 --> 00:01:46,530 so much for joining us. 49 00:01:47,440 --> 00:01:48,340 So we're going to jump 50 00:01:48,350 --> 00:01:50,410 right in here into the 51 00:01:51,080 --> 00:01:52,870 presentation, into the webinar, and we're going 52 00:01:53,200 --> 00:01:55,340 to explore some customer service 53 00:01:55,340 --> 00:01:57,860 best practices and what we 54 00:01:57,860 --> 00:01:58,750 think... We wanted to get 55 00:01:58,750 --> 00:02:00,070 your opinion, so we're so 56 00:02:00,070 --> 00:02:01,310 glad that you guys have 57 00:02:01,310 --> 00:02:02,200 joined us because we want 58 00:02:02,200 --> 00:02:03,280 to get your opinion on 59 00:02:03,280 --> 00:02:04,830 how you guys work day 60 00:02:04,830 --> 00:02:06,150 to day and what you 61 00:02:06,150 --> 00:02:07,910 guys think is valuable to 62 00:02:08,240 --> 00:02:09,490 your customers or what you... 63 00:02:09,550 --> 00:02:10,430 You refer to them as 64 00:02:10,430 --> 00:02:12,760 candidates. So the five ways 65 00:02:12,880 --> 00:02:14,380 to improve customer service, the 66 00:02:14,380 --> 00:02:15,170 items that we're going to 67 00:02:15,170 --> 00:02:17,060 cover is establishing skills that 68 00:02:17,060 --> 00:02:19,730 every agent or advisor or 69 00:02:19,730 --> 00:02:22,130 representative should have. How to 70 00:02:22,130 --> 00:02:24,290 handle difficult customers with finesse. 71 00:02:25,140 --> 00:02:26,420 We all get those customers 72 00:02:26,420 --> 00:02:28,900 occasionally who are frustrated or 73 00:02:28,900 --> 00:02:30,410 they're challenged by the systems 74 00:02:30,410 --> 00:02:31,910 or the technology in place. 75 00:02:32,290 --> 00:02:33,010 And so we're just going to 76 00:02:33,010 --> 00:02:33,910 talk a little bit about 77 00:02:33,910 --> 00:02:36,130 that. How to recognize and 78 00:02:36,130 --> 00:02:40,090 reward your agents. As we 79 00:02:40,090 --> 00:02:43,940 know, agent attrition and having 80 00:02:43,940 --> 00:02:45,590 people on the job every 81 00:02:45,590 --> 00:02:47,500 day answering the phones and 82 00:02:47,500 --> 00:02:48,850 connecting with customers can be 83 00:02:48,850 --> 00:02:50,430 a challenge. So we're going 84 00:02:50,430 --> 00:02:51,010 to talk a little bit 85 00:02:51,010 --> 00:02:51,900 about how to recognize and 86 00:02:51,900 --> 00:02:53,190 reward them and about the 87 00:02:53,370 --> 00:02:54,850 CX Heroes program as well. 88 00:02:56,260 --> 00:02:57,700 Also, how to turn customers 89 00:02:57,700 --> 00:03:00,690 into brand advocates. Often when 90 00:03:00,700 --> 00:03:03,220 your customers have great experience 91 00:03:03,220 --> 00:03:04,260 with your brand or your 92 00:03:04,260 --> 00:03:05,930 company, they come back and 93 00:03:05,930 --> 00:03:08,960 they become loyal. And how to get personalization 94 00:03:08,960 --> 00:03:10,130 right for your customers. Again, 95 00:03:10,130 --> 00:03:11,110 how to make your customers 96 00:03:11,110 --> 00:03:12,680 feel special and unique and 97 00:03:12,680 --> 00:03:13,720 like they're the only customer 98 00:03:13,720 --> 00:03:15,640 in the world. Let's get 99 00:03:15,640 --> 00:03:19,750 started. Number one, the best 100 00:03:19,750 --> 00:03:21,820 habits here of establishing skills 101 00:03:21,820 --> 00:03:23,480 that every agent should have. 102 00:03:23,480 --> 00:03:25,140 So Neli, I'm curious what you 103 00:03:25,140 --> 00:03:27,080 feel as a manager. If 104 00:03:27,080 --> 00:03:28,210 you had to pick two 105 00:03:28,210 --> 00:03:29,230 out of this list of 106 00:03:29,240 --> 00:03:30,490 10 which two would you 107 00:03:30,490 --> 00:03:32,300 pick that... And tell me 108 00:03:32,300 --> 00:03:34,050 why that you think those 109 00:03:34,050 --> 00:03:36,950 are valuable for representative? Definitely 110 00:03:37,800 --> 00:03:39,850 listening and being attentive. I 111 00:03:39,850 --> 00:03:41,540 think the reason for me 112 00:03:41,570 --> 00:03:43,310 to really choose those two 113 00:03:43,310 --> 00:03:46,410 is in our space, it's 114 00:03:46,410 --> 00:03:48,710 very important for advisors like 115 00:03:48,710 --> 00:03:50,010 Thapelo to be able to 116 00:03:50,010 --> 00:03:51,340 listen to the candidate on 117 00:03:51,340 --> 00:03:53,110 the other side because what 118 00:03:53,110 --> 00:03:54,970 happens is the conversations that 119 00:03:54,980 --> 00:03:58,350 they have actually leads the 120 00:03:58,430 --> 00:04:00,340 important aspect of the conversation, 121 00:04:00,340 --> 00:04:01,630 how we can best support 122 00:04:01,630 --> 00:04:03,310 them, how we can understand 123 00:04:03,310 --> 00:04:04,510 where they come from because 124 00:04:04,510 --> 00:04:06,340 we use an algorithm to 125 00:04:06,340 --> 00:04:08,190 sort of match them to 126 00:04:08,400 --> 00:04:10,780 opportunities. So if an advisor 127 00:04:10,780 --> 00:04:11,900 is not listening, if the 128 00:04:11,900 --> 00:04:13,420 advisor is not present in 129 00:04:13,420 --> 00:04:15,400 the conversation, then they might 130 00:04:15,650 --> 00:04:17,920 lose that important aspect where 131 00:04:18,430 --> 00:04:20,320 we might lose that touch 132 00:04:20,320 --> 00:04:22,240 with our candidates. So listening, 133 00:04:22,460 --> 00:04:24,090 for us it's very important 134 00:04:24,170 --> 00:04:27,010 in our space. Secondly, attentiveness. 135 00:04:27,010 --> 00:04:28,130 It's really important in such 136 00:04:28,130 --> 00:04:29,040 a way that we kept 137 00:04:29,530 --> 00:04:32,520 information in our system and 138 00:04:32,520 --> 00:04:34,010 therefore one of the important 139 00:04:34,010 --> 00:04:36,020 aspects is really the demographics. 140 00:04:36,830 --> 00:04:38,730 What happens is where you 141 00:04:38,730 --> 00:04:40,500 live is very important because 142 00:04:40,500 --> 00:04:41,530 what we do is when 143 00:04:41,530 --> 00:04:44,040 we met candidates to opportunities, 144 00:04:44,320 --> 00:04:46,230 we'll look at the distance 145 00:04:46,230 --> 00:04:48,390 between where they reside and 146 00:04:48,390 --> 00:04:50,850 where the opportunities are because we try 147 00:04:50,850 --> 00:04:52,130 to make sure that our 148 00:04:52,130 --> 00:04:54,200 candidate, they don't travel and 149 00:04:54,200 --> 00:04:55,840 end up spending so much 150 00:04:55,840 --> 00:04:57,590 money to actually get to 151 00:04:57,590 --> 00:04:59,710 work instead all free, using 152 00:04:59,710 --> 00:05:02,130 that income in terms of 153 00:05:02,200 --> 00:05:04,460 betterment of their lives. So 154 00:05:05,340 --> 00:05:07,400 attention to detail is very 155 00:05:07,660 --> 00:05:08,750 important in our space. And 156 00:05:10,070 --> 00:05:11,560 what I've just alluded to 157 00:05:11,560 --> 00:05:14,020 say the capturing of the 158 00:05:14,020 --> 00:05:15,790 correct information, it's really what 159 00:05:15,790 --> 00:05:16,820 helps us to make sure 160 00:05:16,820 --> 00:05:18,520 that we service the best 161 00:05:18,520 --> 00:05:20,420 service to our candidates, make 162 00:05:20,420 --> 00:05:22,020 sure that we don't have 163 00:05:22,020 --> 00:05:22,950 a lot of drops off 164 00:05:23,680 --> 00:05:24,930 in a sense that if 165 00:05:24,930 --> 00:05:26,470 we place you in a 166 00:05:26,470 --> 00:05:27,730 radius that is like more 167 00:05:28,110 --> 00:05:30,260 than 100 kilometers, so that 168 00:05:30,260 --> 00:05:31,610 means you just work for 169 00:05:31,610 --> 00:05:32,640 a month and the second 170 00:05:32,640 --> 00:05:34,070 month you realize that actually 171 00:05:34,370 --> 00:05:36,330 I'm working for transport. Therefore, 172 00:05:36,330 --> 00:05:37,430 what's the point of me 173 00:05:37,430 --> 00:05:39,470 having this job? So hence, 174 00:05:39,470 --> 00:05:41,120 it's very, very important to 175 00:05:41,120 --> 00:05:43,000 get the right information, capture 176 00:05:43,130 --> 00:05:45,100 the correct information to make 177 00:05:45,100 --> 00:05:46,180 sure when we place them 178 00:05:46,180 --> 00:05:48,130 to these opportunities, they're in 179 00:05:48,130 --> 00:05:49,820 a close proximity to these 180 00:05:49,820 --> 00:05:52,020 demands, making sure that they 181 00:05:52,020 --> 00:05:54,410 spend their income on the 182 00:05:54,410 --> 00:05:56,310 betterment of themselves and their 183 00:05:56,310 --> 00:05:59,920 families. Yeah. It sounds like 184 00:05:59,920 --> 00:06:01,510 listening and paying attention to 185 00:06:01,510 --> 00:06:03,840 the details and understanding your candidate's 186 00:06:04,450 --> 00:06:06,930 story creates a big picture 187 00:06:06,930 --> 00:06:08,890 for you then you're able 188 00:06:08,890 --> 00:06:11,100 to help them, match them 189 00:06:11,100 --> 00:06:12,610 with the right opportunities and 190 00:06:12,610 --> 00:06:14,670 connect with them. I would 191 00:06:14,670 --> 00:06:17,020 assume too that these conversations 192 00:06:17,020 --> 00:06:18,990 take a while. These aren't 193 00:06:18,990 --> 00:06:20,940 quick conversations, but they're long 194 00:06:20,940 --> 00:06:22,350 conversations you have with the 195 00:06:22,350 --> 00:06:25,710 candidate. Absolutely. Our candidate is 196 00:06:25,710 --> 00:06:27,510 not just someone just behind 197 00:06:27,510 --> 00:06:30,210 the phone, our candidate, the 198 00:06:30,210 --> 00:06:31,900 actual people that we can actually 199 00:06:32,160 --> 00:06:33,670 relate to and therefore you 200 00:06:33,670 --> 00:06:35,270 will see that even Thapelo's 201 00:06:35,330 --> 00:06:37,170 call was like 18 minutes 202 00:06:37,170 --> 00:06:38,770 long, so it's not your 203 00:06:38,770 --> 00:06:41,270 typical contact center conversation where 204 00:06:41,270 --> 00:06:43,310 we'll just take the details 205 00:06:43,310 --> 00:06:44,740 and like a hit and 206 00:06:44,740 --> 00:06:46,320 run kind of a conversation. 207 00:06:46,320 --> 00:06:47,280 But in all spaces it's 208 00:06:47,280 --> 00:06:50,220 really about impactful conversations with 209 00:06:50,220 --> 00:06:52,210 our candidates, making sure that 210 00:06:52,300 --> 00:06:53,220 when the end of the 211 00:06:53,220 --> 00:06:54,890 call there's something that they 212 00:06:54,890 --> 00:06:56,640 took from the call, skills 213 00:06:56,640 --> 00:06:57,960 that they can use. Even 214 00:06:57,960 --> 00:06:59,590 if as Harambee, we don't place 215 00:06:59,590 --> 00:07:02,880 them to these opportunities, but 216 00:07:02,880 --> 00:07:04,560 they can use something that 217 00:07:04,560 --> 00:07:08,440 can increase their employability just 218 00:07:08,440 --> 00:07:09,720 for having a conversation with 219 00:07:09,720 --> 00:07:12,410 one of our advisors. Yeah, 220 00:07:12,980 --> 00:07:15,550 absolutely. So Thapelo let's hear 221 00:07:15,550 --> 00:07:16,790 from you and what you 222 00:07:16,790 --> 00:07:19,710 think. What would be your 223 00:07:19,710 --> 00:07:21,310 top two skills that you 224 00:07:21,310 --> 00:07:23,970 think that an advisor should 225 00:07:23,970 --> 00:07:26,680 have? On my side, I 226 00:07:27,110 --> 00:07:28,690 think one of the most important 227 00:07:29,070 --> 00:07:30,170 things that an advisor should 228 00:07:30,170 --> 00:07:37,830 have is product knowledge. I 229 00:07:37,830 --> 00:07:43,180 think if you are in a call center environment, the product is very important. Whatever service or say product that you are providing, 230 00:07:44,400 --> 00:07:47,270 it's basically important thing for 231 00:07:47,270 --> 00:07:48,860 you to make sales or 232 00:07:48,860 --> 00:07:49,940 in order for the customer to 233 00:07:50,330 --> 00:07:51,460 come back. So if as 234 00:07:51,460 --> 00:07:54,160 an agent you understand what 235 00:07:54,160 --> 00:07:56,090 you are selling, you avoid 236 00:07:56,460 --> 00:07:59,520 misleading, you are making mistakes 237 00:07:59,770 --> 00:08:02,310 that might cause industrial espionage 238 00:08:02,740 --> 00:08:05,020 or basically making the candidate 239 00:08:05,020 --> 00:08:08,670 uncertain about the product. I'd 240 00:08:08,670 --> 00:08:11,050 say having knowledge about the 241 00:08:11,050 --> 00:08:15,090 product, but also generated good relationship 242 00:08:15,740 --> 00:08:17,970 between the two parties. It will 243 00:08:18,030 --> 00:08:21,250 basically generate their warmness between 244 00:08:21,700 --> 00:08:22,850 you and me as an 245 00:08:22,850 --> 00:08:23,830 agent and as well as 246 00:08:23,830 --> 00:08:32,130 the candidate based on the fact that I would know everything about the product that I'm selling. In most cases, 247 00:08:35,210 --> 00:08:35,750 most services or most products, 248 00:08:35,750 --> 00:08:35,900 they are mostly unique in 249 00:08:35,900 --> 00:08:39,160 such a sense that if you 250 00:08:42,550 --> 00:08:44,640 use one way that is 251 00:08:45,820 --> 00:08:46,630 not according to the product 252 00:08:46,630 --> 00:08:48,500 itself, it really tends to 253 00:08:48,780 --> 00:08:53,870 be misleading and avoiding that 254 00:08:53,870 --> 00:08:54,240 is very, very important. Let's say 255 00:08:54,240 --> 00:09:00,870 another thing that speaks to 256 00:09:00,920 --> 00:09:07,890 a good quality of a call center agent is to be a voice control or call control for one. If you couldn't handle the candidate's 257 00:09:08,680 --> 00:09:09,720 emotions, if you can mirror 258 00:09:09,720 --> 00:09:12,310 the candidate and understand that 259 00:09:12,310 --> 00:09:16,010 you are the guide, it makes your job very, very easy. 260 00:09:18,140 --> 00:09:19,200 You can take control of setting 261 00:09:19,200 --> 00:09:21,230 questions that you ask and 262 00:09:21,230 --> 00:09:22,920 you would gather more information 263 00:09:22,920 --> 00:09:25,840 based on that. It helps you in controlling your professionality 264 00:09:25,840 --> 00:09:30,200 or your profession basically in 265 00:09:32,640 --> 00:09:34,840 the call as well. That is 266 00:09:35,190 --> 00:09:36,280 so great. That's a great 267 00:09:36,290 --> 00:09:39,500 answer too. I'm really fascinated 268 00:09:39,500 --> 00:09:41,440 by the selection of product 269 00:09:41,440 --> 00:09:42,960 knowledge because you're right, providing 270 00:09:42,960 --> 00:09:44,730 the right information to the 271 00:09:44,730 --> 00:09:47,750 person is critical and knowing 272 00:09:47,750 --> 00:09:48,980 all the details and how 273 00:09:48,980 --> 00:09:50,850 it works. And that kind of goes 274 00:09:50,850 --> 00:09:52,110 I think along with problem 275 00:09:52,110 --> 00:09:53,930 solving too. When people come 276 00:09:55,130 --> 00:09:56,340 to you with a problem 277 00:09:56,960 --> 00:09:58,390 or you're trying to figure 278 00:09:58,390 --> 00:09:59,800 out a solution for them, 279 00:10:00,180 --> 00:10:02,630 understanding that the product information 280 00:10:02,630 --> 00:10:03,360 is a good thing. It 281 00:10:03,360 --> 00:10:05,340 is. I love that you 282 00:10:05,340 --> 00:10:07,530 picked self control to as 283 00:10:08,480 --> 00:10:12,440 an option. I think together... 284 00:10:13,200 --> 00:10:14,120 They say that this whole 285 00:10:14,120 --> 00:10:16,550 list is sort of the 286 00:10:16,550 --> 00:10:18,110 basic skills and you guys 287 00:10:18,110 --> 00:10:19,440 have complemented each other very 288 00:10:19,440 --> 00:10:21,020 well on that list for 289 00:10:21,020 --> 00:10:26,460 sure. Thank you. number two, 290 00:10:26,460 --> 00:10:28,130 when we talk about problem 291 00:10:28,130 --> 00:10:30,730 solving and self control, it's 292 00:10:30,790 --> 00:10:33,600 a good segue, is handling 293 00:10:33,600 --> 00:10:35,710 difficult customers. Do you guys 294 00:10:35,710 --> 00:10:37,670 have challenges with customers calling 295 00:10:37,670 --> 00:10:38,400 in? I know a lot 296 00:10:38,400 --> 00:10:39,930 of call centers and contact 297 00:10:39,930 --> 00:10:42,530 centers sometimes have customers who 298 00:10:42,530 --> 00:10:45,110 are frustrated or upset possibly 299 00:10:45,110 --> 00:10:47,310 with a policy or with 300 00:10:47,360 --> 00:10:48,580 a process or with the 301 00:10:48,580 --> 00:10:50,910 product and they call into 302 00:10:50,910 --> 00:10:53,130 the customer service representative to 303 00:10:53,130 --> 00:10:54,460 help them solve that problem. 304 00:10:54,770 --> 00:10:56,300 Do you guys experience that? 305 00:10:56,300 --> 00:10:58,020 And if you do, Neli, 306 00:10:58,220 --> 00:10:59,670 how do you advise your 307 00:11:00,070 --> 00:11:02,450 advisors to handle those situations? 308 00:11:05,160 --> 00:11:08,550 Firstly, our contact center is an outbound contact center where 309 00:11:08,550 --> 00:11:12,930 we actually call our candidates. Often 310 00:11:12,930 --> 00:11:13,910 than not, we do not 311 00:11:13,910 --> 00:11:17,400 get irate customers because remember 312 00:11:17,720 --> 00:11:18,880 our kind of service is 313 00:11:18,880 --> 00:11:21,770 different where these candidates are actually 314 00:11:22,010 --> 00:11:24,200 waiting, desperately waiting for this 315 00:11:24,720 --> 00:11:26,170 call from Harambee because this 316 00:11:26,170 --> 00:11:27,710 is more their last hope 317 00:11:28,000 --> 00:11:29,840 of actually changing their lives. 318 00:11:30,710 --> 00:11:32,530 However, what also makes it 319 00:11:32,530 --> 00:11:34,180 a bit easier for our advisors, 320 00:11:34,180 --> 00:11:35,860 the fact that themselves, they 321 00:11:35,860 --> 00:11:37,610 were once candidate. So everyone who works in 322 00:11:38,010 --> 00:11:39,980 the contact center was once 323 00:11:39,980 --> 00:11:41,810 a candidate. So those in 324 00:11:41,810 --> 00:11:43,130 the same position as the 325 00:11:43,130 --> 00:11:44,410 people they are talking to on the 326 00:11:44,410 --> 00:11:47,650 phone. Therefore,, when a candidate 327 00:11:47,650 --> 00:11:49,090 on the other line feeling 328 00:11:49,090 --> 00:11:51,960 like they depressed or they lost 329 00:11:51,960 --> 00:11:53,670 hope, they're easily able to 330 00:11:53,670 --> 00:11:55,150 sort of bring them back, 331 00:11:55,220 --> 00:11:56,850 give them hope in a 332 00:11:56,850 --> 00:11:58,170 sense that they can relate 333 00:11:58,220 --> 00:11:59,710 to the situation, they can 334 00:11:59,710 --> 00:12:01,610 relate to their story. Therefore, 335 00:12:01,730 --> 00:12:02,590 it makes it a bit 336 00:12:02,590 --> 00:12:05,700 easier for both parties to actually 337 00:12:05,960 --> 00:12:07,360 make sure that the person 338 00:12:07,360 --> 00:12:09,600 on the other line is 339 00:12:09,600 --> 00:12:11,500 a bit warm and able to give 340 00:12:11,750 --> 00:12:12,750 us the information that we 341 00:12:12,750 --> 00:12:13,880 require to be able to 342 00:12:13,880 --> 00:12:15,650 assist them. But however, the 343 00:12:15,650 --> 00:12:18,170 second layer is yes, not 344 00:12:18,400 --> 00:12:20,040 100% where you get people 345 00:12:20,040 --> 00:12:22,050 who are willing to give 346 00:12:22,050 --> 00:12:24,450 information. And that example is really 347 00:12:24,790 --> 00:12:28,510 on the call that made 348 00:12:28,510 --> 00:12:30,320 Thapelo to win this competition, 349 00:12:30,610 --> 00:12:32,190 is someone was very skeptical 350 00:12:32,190 --> 00:12:34,650 because the first part of 351 00:12:34,650 --> 00:12:36,780 the call, we verify personal 352 00:12:37,110 --> 00:12:39,360 information. So now the question, why 353 00:12:39,360 --> 00:12:40,310 are you even asking me 354 00:12:40,310 --> 00:12:41,990 my ID number? So now 355 00:12:41,990 --> 00:12:44,260 our advisors are able to 356 00:12:44,510 --> 00:12:46,350 handle those objections and how 357 00:12:46,350 --> 00:12:47,660 we help them is we've 358 00:12:47,660 --> 00:12:48,740 got a great team of 359 00:12:48,740 --> 00:12:50,610 QA as well as the 360 00:12:50,610 --> 00:12:53,100 team leaders, our supervisors and the 361 00:12:53,100 --> 00:12:54,330 trainer. We are able to 362 00:12:54,350 --> 00:12:55,500 help them in terms of 363 00:12:55,690 --> 00:12:56,980 how to handle some of 364 00:12:56,980 --> 00:12:59,020 these objections. But the main 365 00:12:59,020 --> 00:13:01,200 ingredient is really our advisors 366 00:13:01,200 --> 00:13:03,150 because they've been there, they're able 367 00:13:03,150 --> 00:13:05,220 to sort of make and 368 00:13:05,220 --> 00:13:06,930 relay the story to the 369 00:13:06,930 --> 00:13:08,720 next person to make sure that the warm up 370 00:13:08,720 --> 00:13:14,560 to the call. Yeah. Thapelo, 371 00:13:14,560 --> 00:13:15,470 can you tell us a 372 00:13:15,470 --> 00:13:17,060 little bit about that story 373 00:13:17,060 --> 00:13:20,730 where you were working with 374 00:13:20,730 --> 00:13:22,250 someone and they were really 375 00:13:22,250 --> 00:13:25,210 hesitant to work with you, 376 00:13:25,290 --> 00:13:26,710 and then how did you get 377 00:13:26,710 --> 00:13:28,930 them... Obviously Neli, you talked 378 00:13:28,930 --> 00:13:31,230 a lot about empathy and 379 00:13:31,230 --> 00:13:32,850 being able to relate to 380 00:13:32,850 --> 00:13:34,420 the people who you're speaking 381 00:13:34,420 --> 00:13:35,880 with. And so Thapelo, can 382 00:13:35,880 --> 00:13:37,210 you share a little bit about that as 383 00:13:37,210 --> 00:13:40,350 well? All right. I'd say 384 00:13:40,590 --> 00:13:43,620 the call for me was an 385 00:13:43,620 --> 00:13:45,680 eye opener. It made me 386 00:13:45,680 --> 00:13:47,470 realize that most of our 387 00:13:47,470 --> 00:13:50,220 candidates believe that there's a lot of scams 388 00:13:50,220 --> 00:13:51,650 going on. And with that being said, it had me basically worried and I had to explain what Harambee as a brand stands for. 389 00:14:06,270 --> 00:14:07,120 I had to also remind the candidate that we really want to help them and I had to show 390 00:14:07,120 --> 00:14:08,470 the candidate and make them 391 00:14:08,470 --> 00:14:10,670 understand that I too have been in their 392 00:14:10,670 --> 00:14:14,300 shoes. But holistically, I needed to 393 00:14:14,670 --> 00:14:17,300 remind them that as a 394 00:14:17,300 --> 00:14:19,020 young South Africans, their journey 395 00:14:19,020 --> 00:14:20,920 is common and the call 396 00:14:20,920 --> 00:14:23,170 center department at Harambee has 397 00:14:23,430 --> 00:14:24,960 a lot of those agents who 398 00:14:24,960 --> 00:14:26,160 come from the same line. 399 00:14:27,880 --> 00:14:28,080 And it was a bit difficult because the candidate had a lot 400 00:14:28,080 --> 00:14:33,770 of doubt, but he warmed 401 00:14:33,770 --> 00:14:35,350 up as soon as I shared with him that 402 00:14:35,810 --> 00:14:36,250 it is a free service 403 00:14:36,250 --> 00:14:40,960 and we wanted to help them as best as we can. I'd say 404 00:14:40,960 --> 00:14:44,280 even customer complaints, even customer 405 00:14:44,280 --> 00:14:46,760 queries, they do also help 406 00:14:46,910 --> 00:14:47,930 us as agents to better 407 00:14:47,930 --> 00:14:50,910 ourselves and in handling the 408 00:14:50,910 --> 00:14:52,190 next candidate that has a 409 00:14:52,190 --> 00:14:54,980 similar problem. I would say 410 00:14:54,980 --> 00:14:58,770 we draw a lot of energy from those complaints because they help us in 411 00:14:58,770 --> 00:15:02,490 improving services. And the team as Neli 412 00:15:03,450 --> 00:15:06,310 as highlighted have put aside 413 00:15:06,710 --> 00:15:07,590 the procedures in order for 414 00:15:07,910 --> 00:15:10,530 us to handle those queries. 415 00:15:11,530 --> 00:15:12,130 And it's something that we really, really 416 00:15:14,160 --> 00:15:16,750 as agents like and enjoy 417 00:15:16,840 --> 00:15:18,710 doing, making someone understand the 418 00:15:18,710 --> 00:15:21,930 importance or Harambee in essence 419 00:15:22,480 --> 00:15:25,530 to their life. Yeah. And I think it is 420 00:15:25,530 --> 00:15:26,590 great too that you guys 421 00:15:26,590 --> 00:15:29,600 have that experience as well that you can 422 00:15:29,600 --> 00:15:31,760 share with them since you've 423 00:15:31,760 --> 00:15:33,390 been in the same situation 424 00:15:33,390 --> 00:15:34,470 and you can relate to 425 00:15:34,470 --> 00:15:35,530 what they're saying, but then 426 00:15:35,530 --> 00:15:36,940 also that's convincing to them 427 00:15:36,940 --> 00:15:39,440 as well. Just having that 428 00:15:39,440 --> 00:15:41,280 human empathy though, just that 429 00:15:41,280 --> 00:15:43,170 human element of wanting to 430 00:15:43,170 --> 00:15:46,480 help someone and to understand their situation 431 00:15:46,950 --> 00:15:47,810 I think goes a long 432 00:15:47,810 --> 00:15:50,000 way in customer service, for 433 00:15:50,000 --> 00:15:53,380 sure. Absolutely. I think one 434 00:15:53,380 --> 00:15:54,300 of the main thing as 435 00:15:54,300 --> 00:15:56,570 well is being connected to 436 00:15:56,570 --> 00:15:59,680 the Harambee[inaudible 00:00:15:57]. And our 437 00:15:59,680 --> 00:16:01,990 space really is about anyone 438 00:16:01,990 --> 00:16:03,390 who works in the organization, 439 00:16:03,390 --> 00:16:04,250 you really have to be 440 00:16:04,250 --> 00:16:05,760 a good fit for what 441 00:16:05,760 --> 00:16:07,640 we're driving as Harambee, for what 442 00:16:07,640 --> 00:16:09,940 we stand for. So being 443 00:16:09,940 --> 00:16:11,640 connected to the purpose as Harambee, it 444 00:16:12,370 --> 00:16:14,000 really plays a huge role 445 00:16:14,000 --> 00:16:16,860 where people still feel energized 446 00:16:16,860 --> 00:16:17,940 to come to work because 447 00:16:17,940 --> 00:16:20,230 it's really not about target. 448 00:16:20,680 --> 00:16:21,680 In our space, we use 449 00:16:21,680 --> 00:16:22,840 a language, where how many 450 00:16:22,840 --> 00:16:24,240 lives did you change on 451 00:16:24,240 --> 00:16:25,990 a daily basis? Wow! It's 452 00:16:25,990 --> 00:16:28,670 not really about how many in 453 00:16:28,670 --> 00:16:30,830 terms of how many, in 454 00:16:30,830 --> 00:16:31,930 other industries they will tell 455 00:16:31,930 --> 00:16:32,960 you about the target. You need 456 00:16:32,960 --> 00:16:33,920 to make 20 or you 457 00:16:33,920 --> 00:16:34,750 need to have spoken to 458 00:16:34,750 --> 00:16:36,270 50 people. We don't use 459 00:16:36,270 --> 00:16:37,390 that language at all because 460 00:16:37,390 --> 00:16:39,090 you understand what Harambee is 461 00:16:39,090 --> 00:16:40,400 all about. We use a 462 00:16:40,400 --> 00:16:42,700 simple language, how many lives 463 00:16:42,840 --> 00:16:43,690 did you change on a 464 00:16:43,690 --> 00:16:44,980 daily basis, which makes it 465 00:16:44,980 --> 00:16:46,570 easy for the negative for 466 00:16:46,570 --> 00:16:48,430 the advisors to really wake 467 00:16:48,430 --> 00:16:49,560 up in the morning, come 468 00:16:49,560 --> 00:16:50,390 to work because they are 469 00:16:50,390 --> 00:16:52,570 driven by these peoples. I 470 00:16:52,570 --> 00:16:53,400 want to go to work 471 00:16:53,400 --> 00:16:55,260 because I really want to 472 00:16:55,260 --> 00:16:57,850 change lives. That's all it 473 00:16:57,850 --> 00:17:00,350 is in our space. That's 474 00:17:00,350 --> 00:17:03,710 amazing. Yeah, that is... When 475 00:17:03,710 --> 00:17:05,730 we talk about metrics and 476 00:17:07,250 --> 00:17:08,260 it's nice to hear this 477 00:17:08,260 --> 00:17:11,920 different side of service where 478 00:17:12,310 --> 00:17:13,370 you can have an 18 479 00:17:13,370 --> 00:17:15,530 minute call and you can, 480 00:17:16,010 --> 00:17:17,620 change someone's life on a 481 00:17:17,620 --> 00:17:19,500 daily basis. That's pretty powerful. 482 00:17:20,140 --> 00:17:22,440 Yeah, it is. I'd say 483 00:17:22,840 --> 00:17:26,110 what satisfies us as agents is the 484 00:17:26,110 --> 00:17:29,290 fact that when you assist 485 00:17:29,290 --> 00:17:31,020 someone, you don't get anything 486 00:17:32,350 --> 00:17:33,240 back. But the fact that you 487 00:17:34,320 --> 00:17:36,230 have changed someone's life or 488 00:17:36,230 --> 00:17:39,340 situation is more and more complimentary than 489 00:17:39,340 --> 00:17:41,980 anything else. It means that 490 00:17:41,980 --> 00:17:47,090 you regenerate a goal of loyalty between us and candidates. And 491 00:17:47,090 --> 00:17:48,340 it's much more easier for 492 00:17:48,340 --> 00:17:50,610 them to even refer us to other 493 00:17:51,120 --> 00:17:55,430 young South Africans who are seeking help. I'd say the candidate that we are 494 00:17:55,430 --> 00:17:59,670 on the phone now is really the candidate that you want to help. So 495 00:18:00,770 --> 00:18:04,400 case by case, every case is important. Every call 496 00:18:04,400 --> 00:18:07,570 that we meet is entirely to change someone's life. 497 00:18:08,080 --> 00:18:13,370 So that's what we stand for and that's the culture here. is amazing. 498 00:18:14,940 --> 00:18:16,870 It's a nice transition into 499 00:18:17,460 --> 00:18:19,020 our next point, which is 500 00:18:19,020 --> 00:18:22,530 about recognizing and rewarding agents. 501 00:18:22,600 --> 00:18:24,850 Because you said that's your 502 00:18:24,850 --> 00:18:26,310 reward for you is that 503 00:18:26,310 --> 00:18:27,320 you get to change people's 504 00:18:27,320 --> 00:18:30,360 lives. Obviously, we recognized you 505 00:18:30,360 --> 00:18:32,010 in the CX Heroes program 506 00:18:32,580 --> 00:18:34,400 for Genesys and you joined 507 00:18:34,400 --> 00:18:35,700 us on the main stage 508 00:18:35,700 --> 00:18:38,070 in Amsterdam, which was fantastic. 509 00:18:38,690 --> 00:18:39,650 And for all of you 510 00:18:40,020 --> 00:18:42,030 who's listening, check out the 511 00:18:42,160 --> 00:18:45,280 genesys. com/ cxheroes landing page. 512 00:18:45,570 --> 00:18:48,060 You can see Thapelo's blog 513 00:18:48,060 --> 00:18:50,160 post about his story and 514 00:18:50,160 --> 00:18:51,400 we're uploading a new video 515 00:18:51,400 --> 00:18:53,870 there soon too, highlighting Thapelo 516 00:18:53,910 --> 00:18:55,810 and hearing his story on 517 00:18:55,810 --> 00:18:58,900 camera. CX Heroes is a 518 00:18:58,900 --> 00:19:02,180 great program where anyone out 519 00:19:02,180 --> 00:19:03,690 there, anywhere around the world 520 00:19:03,690 --> 00:19:06,260 can recognize an agent or 521 00:19:06,260 --> 00:19:07,950 a service rep or an 522 00:19:07,950 --> 00:19:10,150 advisor, a manager, or a 523 00:19:10,150 --> 00:19:13,250 supervisor for providing great customer 524 00:19:13,250 --> 00:19:15,880 service. Just listening, caring, having 525 00:19:15,880 --> 00:19:17,910 empathy, or just solving a 526 00:19:17,910 --> 00:19:19,560 problem in a unique way. 527 00:19:20,140 --> 00:19:20,730 And you can read some 528 00:19:20,730 --> 00:19:21,640 of the stories up there, 529 00:19:21,640 --> 00:19:23,330 but the nomination form's there, 530 00:19:23,330 --> 00:19:24,520 just fill out the form 531 00:19:24,520 --> 00:19:27,680 and tell your story. And 532 00:19:27,870 --> 00:19:29,650 then we received the nominations 533 00:19:29,650 --> 00:19:31,380 and we select them, the 534 00:19:31,380 --> 00:19:32,360 stories that we're going to 535 00:19:32,360 --> 00:19:34,360 tell and we do video 536 00:19:34,360 --> 00:19:35,340 as well as blogs and 537 00:19:35,340 --> 00:19:36,420 social media. So I would 538 00:19:36,420 --> 00:19:38,410 encourage you to submit stories 539 00:19:38,410 --> 00:19:40,260 if you're listening because it 540 00:19:40,260 --> 00:19:43,270 does recognize your agents and 541 00:19:43,740 --> 00:19:44,810 your company as well for 542 00:19:44,810 --> 00:19:46,920 providing great service. How do 543 00:19:46,920 --> 00:19:50,110 you guys, Neli, internally, do 544 00:19:50,110 --> 00:19:51,330 you guys have any internal 545 00:19:51,330 --> 00:19:52,920 program that you guys use 546 00:19:52,920 --> 00:19:55,530 to recognize your advisors for 547 00:19:55,530 --> 00:19:57,650 doing good work? Yes, we 548 00:19:57,650 --> 00:19:59,650 do, but what is important 549 00:19:59,650 --> 00:20:01,210 is we do not drive 550 00:20:01,210 --> 00:20:04,670 any monetary rewards, as I 551 00:20:04,670 --> 00:20:06,480 said, because we really want 552 00:20:06,480 --> 00:20:08,810 the team to be connected 553 00:20:08,810 --> 00:20:10,720 to the purpose. However, on 554 00:20:10,720 --> 00:20:13,420 a monthly basis, we award 555 00:20:13,960 --> 00:20:16,760 our overall top achiever in 556 00:20:16,760 --> 00:20:17,810 a sense that we look 557 00:20:17,810 --> 00:20:19,500 at adherence. For us, as 558 00:20:19,500 --> 00:20:21,450 I alluded earlier on the 559 00:20:21,720 --> 00:20:24,070 changing of lives, we really 560 00:20:24,070 --> 00:20:25,240 bring it back when we 561 00:20:25,240 --> 00:20:26,730 reward people at the end 562 00:20:26,730 --> 00:20:27,870 of the month where we 563 00:20:28,400 --> 00:20:30,680 look at, were you punctual? 564 00:20:30,680 --> 00:20:31,510 Do you come to work 565 00:20:31,510 --> 00:20:32,830 on time? Because we look 566 00:20:32,830 --> 00:20:33,750 at, if you are late 567 00:20:33,750 --> 00:20:34,900 for five minutes or 10 568 00:20:34,900 --> 00:20:36,070 minutes, we really link it 569 00:20:36,190 --> 00:20:37,780 back to say you've missed 570 00:20:37,780 --> 00:20:39,640 an opportunity to change someone's 571 00:20:39,640 --> 00:20:40,890 life in the 10 minutes. 572 00:20:41,200 --> 00:20:42,130 So we don't really talk 573 00:20:42,130 --> 00:20:44,130 about you are late, but 574 00:20:44,130 --> 00:20:45,130 we relate it back to 575 00:20:45,360 --> 00:20:47,550 really seeing the importance and 576 00:20:47,550 --> 00:20:49,030 the impact of you being 577 00:20:49,030 --> 00:20:51,120 late to work. Therefore, we 578 00:20:51,120 --> 00:20:52,260 reward them in the sense 579 00:20:52,260 --> 00:20:55,250 that the adherence to schedule 580 00:20:55,520 --> 00:20:56,990 and how many lives did 581 00:20:56,990 --> 00:20:58,900 you change, but especially the one 582 00:20:58,900 --> 00:21:00,260 big element is really about the 583 00:21:00,260 --> 00:21:01,960 quality. We're not really looking 584 00:21:01,960 --> 00:21:02,910 at the number of lives that 585 00:21:03,190 --> 00:21:04,060 you changed, but the quality 586 00:21:04,060 --> 00:21:05,500 of the conversation that you 587 00:21:05,500 --> 00:21:07,720 have. And what also is 588 00:21:07,720 --> 00:21:10,110 important in these monthly meetings 589 00:21:10,180 --> 00:21:11,160 that we normally have where 590 00:21:11,160 --> 00:21:13,070 we recognize our team, it's 591 00:21:13,070 --> 00:21:15,460 really about we give them certificated 592 00:21:15,460 --> 00:21:16,760 at the end of the 593 00:21:16,760 --> 00:21:19,700 session and importantly, even the 594 00:21:19,700 --> 00:21:21,870 candidate themselves, that we actually match 595 00:21:22,620 --> 00:21:23,830 to these candidates. They do 596 00:21:23,830 --> 00:21:24,970 come through to the contact 597 00:21:24,970 --> 00:21:27,150 center, where now they meet the 598 00:21:27,150 --> 00:21:28,530 person who they spoke to 599 00:21:28,530 --> 00:21:29,990 over the phone just to 600 00:21:29,990 --> 00:21:32,230 show appreciation. And I can 601 00:21:32,230 --> 00:21:34,060 tell you Jill, the atmosphere 602 00:21:34,500 --> 00:21:35,930 in the room, it's something 603 00:21:35,930 --> 00:21:36,490 else where you are now 604 00:21:36,490 --> 00:21:39,130 meeting the person you spoke 605 00:21:39,130 --> 00:21:40,850 to over the phone. Now, 606 00:21:40,970 --> 00:21:42,490 actually the advisor is meeting 607 00:21:42,490 --> 00:21:43,420 the person who they were 608 00:21:43,420 --> 00:21:44,600 talking to on the phone. 609 00:21:45,000 --> 00:21:46,970 So that magic is what we do on 610 00:21:46,970 --> 00:21:48,440 a monthly basis where we 611 00:21:48,440 --> 00:21:49,560 make sure that we invite 612 00:21:49,560 --> 00:21:51,220 someone we've placed who are 613 00:21:51,220 --> 00:21:52,350 coming to the contact center 614 00:21:52,510 --> 00:21:53,590 to make sure that we 615 00:21:53,590 --> 00:21:55,580 reignite that energy, that spirit 616 00:21:56,120 --> 00:21:57,100 to make sure that what we do 617 00:21:57,100 --> 00:21:58,140 is not just a dream. 618 00:21:58,320 --> 00:21:59,550 It's really something that it's 619 00:21:59,550 --> 00:22:01,650 happening, it's real, and the 620 00:22:01,650 --> 00:22:03,670 person that we are speaking to is actually next 621 00:22:03,670 --> 00:22:05,500 to them. Yeah, and it's 622 00:22:05,500 --> 00:22:07,610 so inspirational too for everyone 623 00:22:08,300 --> 00:22:08,980 to be a part of 624 00:22:08,980 --> 00:22:15,640 that moment with your candidate. an 625 00:22:15,640 --> 00:22:18,650 agent, from my side, I 626 00:22:18,650 --> 00:22:20,730 think it's much more satisfactory 627 00:22:21,650 --> 00:22:23,020 whenever you see someone that 628 00:22:23,020 --> 00:22:32,420 you assisted or hear a story about someone that you assisted. It's great to hear such stories. But whenever 629 00:22:32,420 --> 00:22:32,720 you hear it, it's more 630 00:22:32,720 --> 00:22:32,960 satisfactory than anything else. I 631 00:22:37,590 --> 00:22:40,480 think the initiative, I think the team also 632 00:22:40,480 --> 00:22:41,440 wants to come up with 633 00:22:41,990 --> 00:22:45,610 new ideas in order to incentivize, in order to just 634 00:22:46,080 --> 00:22:54,910 remind us of the cause and why we do this. So it doesn't... Yeah, it is quite[inaudible 00:22:53]. Yeah, and I think 635 00:22:55,320 --> 00:22:56,520 there's something face to face 636 00:22:56,520 --> 00:22:57,210 too. When you get to 637 00:22:57,210 --> 00:22:58,470 meet people face to face 638 00:22:58,470 --> 00:23:00,690 too, it's a special moment. 639 00:23:01,470 --> 00:23:05,820 Yeah. talk a little bit about the loyalty 640 00:23:05,820 --> 00:23:08,530 or the word of mouth 641 00:23:08,530 --> 00:23:09,840 that sort of happens for 642 00:23:10,060 --> 00:23:11,610 Harambee and what that might 643 00:23:11,610 --> 00:23:12,590 look like. So as we 644 00:23:12,590 --> 00:23:16,670 know, turning customers into... Giving 645 00:23:16,670 --> 00:23:19,090 a positive customer service experience 646 00:23:19,150 --> 00:23:21,940 turns customers to being loyal 647 00:23:21,940 --> 00:23:25,210 to your company or your 648 00:23:25,210 --> 00:23:28,250 product or your brand. And 649 00:23:28,250 --> 00:23:29,150 so you talked a little 650 00:23:29,150 --> 00:23:30,740 bit about this earlier, and 651 00:23:30,740 --> 00:23:31,640 so I'd like to expand 652 00:23:31,640 --> 00:23:33,040 more on it, but when 653 00:23:33,040 --> 00:23:36,640 you place someone, do they 654 00:23:36,640 --> 00:23:37,890 go out and tell other 655 00:23:37,890 --> 00:23:39,410 people like, I got this 656 00:23:39,410 --> 00:23:42,290 job and I'm supporting, helping 657 00:23:42,290 --> 00:23:44,390 my family now and what 658 00:23:44,390 --> 00:23:45,420 does that word of mouth 659 00:23:45,420 --> 00:23:46,380 look like or how does 660 00:23:46,380 --> 00:23:48,440 that work for you all? 661 00:23:49,460 --> 00:23:51,570 Yep. A typical example is 662 00:23:51,570 --> 00:23:52,950 the call that made Thapelo 663 00:23:53,880 --> 00:23:58,890 win this competition. heard about Harambee 664 00:23:59,520 --> 00:24:01,060 from someone in his neighbor. 665 00:24:01,890 --> 00:24:03,810 So that person was assisted 666 00:24:03,810 --> 00:24:06,340 by Harambee and therefore our 667 00:24:06,990 --> 00:24:11,090 candidates, they're more able to 668 00:24:11,090 --> 00:24:12,740 refer other people because of 669 00:24:12,740 --> 00:24:14,110 the service they've got. And 670 00:24:14,110 --> 00:24:15,240 not because they've got a 671 00:24:15,240 --> 00:24:17,510 job necessarily, but remember that our 672 00:24:17,670 --> 00:24:19,040 conversation is not really about 673 00:24:19,040 --> 00:24:20,520 placing people to a job, but it's 674 00:24:20,520 --> 00:24:22,350 also about giving them skills 675 00:24:22,560 --> 00:24:23,590 to make sure that they 676 00:24:23,590 --> 00:24:24,700 can still be able to 677 00:24:24,700 --> 00:24:27,130 go out and seek employment 678 00:24:27,170 --> 00:24:28,580 on their own without really 679 00:24:28,890 --> 00:24:30,700 and being placed by us. 680 00:24:30,950 --> 00:24:32,370 But the conversation that we 681 00:24:32,370 --> 00:24:34,360 have and the readiness program 682 00:24:34,360 --> 00:24:36,040 that as Harambee we provide 683 00:24:36,530 --> 00:24:39,610 enables them to actually gain 684 00:24:39,610 --> 00:24:41,390 more skills, and that skills 685 00:24:41,390 --> 00:24:42,130 that they can actually practice 686 00:24:43,070 --> 00:24:44,640 is they go out and 687 00:24:44,640 --> 00:24:46,550 seeking for employment. So for 688 00:24:46,550 --> 00:24:48,590 us really our candidates, they are actually 689 00:24:48,590 --> 00:24:50,740 our... They spread the word 690 00:24:50,790 --> 00:24:52,050 of what we do as 691 00:24:52,420 --> 00:24:54,290 Harambee and that makes it really 692 00:24:54,290 --> 00:24:56,150 easy on our side. Even 693 00:24:56,150 --> 00:24:57,440 though we are on Facebook, 694 00:24:57,760 --> 00:24:58,410 we are on WhatsApp and 695 00:24:59,230 --> 00:25:00,650 all other platforms, but our 696 00:25:00,650 --> 00:25:02,810 real big ingredient is really 697 00:25:02,810 --> 00:25:04,110 the word of mouth. Because 698 00:25:04,680 --> 00:25:06,680 for us, every conversation is 699 00:25:06,680 --> 00:25:08,200 just not a number, it's 700 00:25:08,200 --> 00:25:09,880 a life that we're talking to, it's 701 00:25:10,090 --> 00:25:11,790 a life that we're changing. Therefore, 702 00:25:12,000 --> 00:25:13,220 the connection and the importance 703 00:25:13,220 --> 00:25:15,450 of that conversation makes it... 704 00:25:15,650 --> 00:25:16,970 It has a huge impact 705 00:25:16,970 --> 00:25:18,690 than just someone you just 706 00:25:18,690 --> 00:25:20,000 met and that's it, or 707 00:25:20,000 --> 00:25:22,170 someone more like of a hit and run, 708 00:25:22,430 --> 00:25:23,490 what you normally find in 709 00:25:23,490 --> 00:25:24,730 other places. But for us, it's really 710 00:25:25,090 --> 00:25:26,620 the impact that we have in 711 00:25:26,740 --> 00:25:28,650 each and every conversation that we have with 712 00:25:28,650 --> 00:25:33,020 our candidates. That is fascinating. 713 00:25:33,020 --> 00:25:36,240 And what a great story 714 00:25:36,240 --> 00:25:37,660 about word of mouth marketing 715 00:25:37,890 --> 00:25:40,040 or word of mouth validation 716 00:25:40,040 --> 00:25:42,500 for advocacy and creating loyal 717 00:25:42,500 --> 00:25:45,610 customers. That's a pretty powerful 718 00:25:45,610 --> 00:25:47,240 moment when people are talking 719 00:25:47,240 --> 00:25:50,520 about your program in their 720 00:25:50,520 --> 00:25:53,900 communities so often. And not 721 00:25:53,900 --> 00:25:55,780 only do they just refer, 722 00:25:55,780 --> 00:25:56,710 but some of them, they 723 00:25:56,710 --> 00:25:57,770 even come back to the 724 00:25:57,770 --> 00:25:59,960 office and say, I've got 725 00:25:59,960 --> 00:26:01,210 a job and thanks to 726 00:26:01,210 --> 00:26:02,900 you, Harambee, I am who I 727 00:26:02,900 --> 00:26:04,010 am today because of your assistance. 728 00:26:04,930 --> 00:26:06,170 So it's really about that 729 00:26:06,170 --> 00:26:07,800 impact with people. We give 730 00:26:07,800 --> 00:26:09,590 them skills as small as, 731 00:26:10,010 --> 00:26:11,750 did that actually to increase 732 00:26:11,750 --> 00:26:13,220 your chances of being employed, 733 00:26:13,440 --> 00:26:14,400 you need to have a 734 00:26:14,400 --> 00:26:16,630 driver's license. People start thinking 735 00:26:16,630 --> 00:26:18,100 about, okay, how do I 736 00:26:18,170 --> 00:26:19,590 go about getting my license? 737 00:26:19,590 --> 00:26:20,530 As soon as they get 738 00:26:20,530 --> 00:26:22,220 that piece of paper, which 739 00:26:22,220 --> 00:26:23,940 now validates them as drivers, 740 00:26:23,940 --> 00:26:27,620 they come to the office 741 00:26:28,510 --> 00:26:29,830 and show us and say, here's 742 00:26:31,120 --> 00:26:33,460 my driver's license and we 743 00:26:33,460 --> 00:26:35,040 celebrate with them. So those 744 00:26:35,040 --> 00:26:36,660 stories are those stories that we 745 00:26:36,660 --> 00:26:39,010 really find, they're more impactful 746 00:26:39,010 --> 00:26:40,240 than anything else that we 747 00:26:40,240 --> 00:26:43,880 can ever speak about. Yeah, 748 00:26:43,950 --> 00:26:45,100 because you really are changing 749 00:26:45,100 --> 00:26:51,840 lives. I mean it's for[crosstalk 00:26:48]. So 750 00:26:51,840 --> 00:26:53,220 in getting into number five 751 00:26:53,220 --> 00:26:55,060 here and Thapelo, I would love 752 00:26:55,060 --> 00:26:56,420 to hear your insight on 753 00:26:56,420 --> 00:27:00,560 this. We talk about personalization 754 00:27:00,590 --> 00:27:02,500 in customer service a lot, 755 00:27:02,500 --> 00:27:05,770 but personalization sometimes isn't done 756 00:27:05,770 --> 00:27:07,170 the right way. It's done 757 00:27:08,150 --> 00:27:09,510 where you're getting targeted by 758 00:27:09,510 --> 00:27:13,900 an ad or you're just 759 00:27:13,900 --> 00:27:17,070 a number in a data. 760 00:27:17,460 --> 00:27:19,210 And so this is great 761 00:27:19,210 --> 00:27:20,150 now like because you just touched 762 00:27:20,150 --> 00:27:21,420 on this too is we 763 00:27:21,420 --> 00:27:22,410 don't look at people as 764 00:27:22,410 --> 00:27:24,980 numbers. But often customer service, 765 00:27:24,980 --> 00:27:26,020 there are numbers and there's 766 00:27:26,720 --> 00:27:28,610 data from them and people 767 00:27:28,820 --> 00:27:30,830 are getting targeted based off 768 00:27:30,830 --> 00:27:33,510 of their persona. At Genesys, 769 00:27:33,510 --> 00:27:34,420 We like to talk about 770 00:27:34,420 --> 00:27:36,500 it as personalization more as 771 00:27:36,500 --> 00:27:37,980 a unique experience. And I 772 00:27:38,330 --> 00:27:39,900 think Harambee is perfect for this, 773 00:27:39,900 --> 00:27:41,660 right? Because you guys are 774 00:27:41,660 --> 00:27:43,900 giving unique experiences every day, 775 00:27:43,900 --> 00:27:45,290 every time you're on the 776 00:27:45,290 --> 00:27:47,240 phone with someone. But we 777 00:27:47,240 --> 00:27:48,470 like to talk about how 778 00:27:49,470 --> 00:27:53,240 the customers, personalization is really 779 00:27:53,240 --> 00:27:55,320 about them being treated special 780 00:27:55,320 --> 00:27:57,690 and unique and that there 781 00:27:57,690 --> 00:27:59,380 is information coming in about 782 00:27:59,380 --> 00:28:00,960 them, but that information is 783 00:28:00,960 --> 00:28:02,870 actually is used to help 784 00:28:02,870 --> 00:28:06,140 them to have a better 785 00:28:06,140 --> 00:28:07,740 service or a better experience. 786 00:28:09,470 --> 00:28:10,330 And so I'd like to 787 00:28:10,330 --> 00:28:11,470 hear what you guys think 788 00:28:11,470 --> 00:28:14,800 about that. Thapelo, start with 789 00:28:14,800 --> 00:28:17,170 you on how do you 790 00:28:17,170 --> 00:28:19,710 make your customers feel unique 791 00:28:19,710 --> 00:28:20,750 or special? And I'm sure 792 00:28:20,750 --> 00:28:22,300 all their stories are unique, 793 00:28:22,650 --> 00:28:24,010 but is there a certain 794 00:28:24,010 --> 00:28:24,930 thing that you do to 795 00:28:24,930 --> 00:28:26,890 help them feel like they're 796 00:28:26,890 --> 00:28:28,770 the only customer or candidate 797 00:28:28,770 --> 00:28:29,700 in the world right now 798 00:28:29,700 --> 00:28:30,540 that you're with on the 799 00:28:30,540 --> 00:28:34,610 phone? All right. I'd say as we've highlighted earlier regarding the history that as call center agents we have as Harambee, and Harambee all come from this system. First thing is understanding that we 800 00:28:35,460 --> 00:28:56,730 as agents have the responsibility to help someone. And if we have the right information, we can use that information to match them to opportunities as best as we can. In my line of work, 801 00:29:02,630 --> 00:29:04,670 I'd say being polite, being flexible, being 802 00:29:06,490 --> 00:29:11,840 attentive contributes very well in gathering the right information. 803 00:29:12,240 --> 00:29:13,580 I'd say I also tend 804 00:29:13,580 --> 00:29:15,790 to be a bit personal. 805 00:29:16,390 --> 00:29:17,910 I tend to warm up 806 00:29:17,910 --> 00:29:19,940 to candidates as well. And 807 00:29:21,160 --> 00:29:23,310 I ask questions that really, really 808 00:29:23,380 --> 00:29:26,110 at times would make someone 809 00:29:26,110 --> 00:29:27,710 think. I do motivate as 810 00:29:27,710 --> 00:29:33,220 well. I believe our scripts nowadays, we do give. What that means 811 00:29:33,220 --> 00:29:35,020 is basically we do motivate. 812 00:29:35,060 --> 00:29:39,240 Whenever there's an opportunity to study, we 813 00:29:39,240 --> 00:29:41,290 do refer candidates on where to go 814 00:29:41,290 --> 00:29:42,900 in terms of study. So 815 00:29:42,900 --> 00:29:44,710 it becomes more personal. It 816 00:29:44,710 --> 00:29:47,700 doesn't really become more, give 817 00:29:47,700 --> 00:29:50,330 me data. It's more, let's 818 00:29:50,330 --> 00:29:52,170 have a relationship, let's build 819 00:29:52,170 --> 00:29:52,840 a relationship where this training 820 00:29:52,840 --> 00:29:59,750 will work for both of us. So it's a small view us 821 00:30:00,010 --> 00:30:15,840 as agents giving ourselves, mirroring the candidate, making sure that I understand them and their information, understanding how important it is. Yeah. So 822 00:30:15,840 --> 00:30:17,370 just to add on that, Jill, is 823 00:30:17,370 --> 00:30:19,680 that really what makes our 824 00:30:20,320 --> 00:30:22,700 candidates unique is the fact 825 00:30:22,700 --> 00:30:24,570 that the conversation, it's really 826 00:30:24,610 --> 00:30:28,380 about that individual. So we 827 00:30:28,380 --> 00:30:29,600 do not have a script. 828 00:30:29,900 --> 00:30:31,630 What we have is more 829 00:30:31,630 --> 00:30:33,290 of guidelines of some of 830 00:30:33,660 --> 00:30:34,790 the questions that they need to ask, but 831 00:30:34,880 --> 00:30:36,700 really the conversation is about 832 00:30:36,930 --> 00:30:38,140 the response you get from 833 00:30:38,140 --> 00:30:39,690 the candidate. That's what drives 834 00:30:39,690 --> 00:30:41,750 the conversation. So it's not 835 00:30:41,750 --> 00:30:42,580 really... We don't have the 836 00:30:43,160 --> 00:30:44,620 blanket approach on each and 837 00:30:44,620 --> 00:30:47,030 every conversation. It's really driven 838 00:30:47,030 --> 00:30:48,090 by the response you get 839 00:30:48,090 --> 00:30:49,360 from a candidate from you 840 00:30:49,650 --> 00:30:51,360 listening to the candidate on the 841 00:30:53,870 --> 00:30:55,960 other line. It makes you to really 842 00:30:55,960 --> 00:30:58,020 be able to give the 843 00:30:58,020 --> 00:30:59,820 information that they need. For 844 00:30:59,820 --> 00:31:02,940 example, if someone says, I 845 00:31:02,990 --> 00:31:05,020 completed my[ foreign language 00:31:00]. in our 846 00:31:05,020 --> 00:31:06,460 language, that is like the 847 00:31:06,850 --> 00:31:09,380 highest high school and someone 848 00:31:09,440 --> 00:31:13,560 who's completed university, they advise that 849 00:31:13,660 --> 00:31:14,930 you're going to give, all the tip 850 00:31:15,060 --> 00:31:16,220 you're going to give can never be the 851 00:31:16,220 --> 00:31:18,420 same because these people are 852 00:31:18,420 --> 00:31:20,230 not in the same space 853 00:31:20,660 --> 00:31:22,800 in their lives. Therefore, every 854 00:31:22,800 --> 00:31:25,220 conversation is unique to that 855 00:31:25,220 --> 00:31:26,960 individual. So it's not like 856 00:31:26,960 --> 00:31:28,240 a script where you have 857 00:31:28,280 --> 00:31:29,360 to ask this question and, 858 00:31:29,360 --> 00:31:30,780 and, and, but it's really 859 00:31:30,780 --> 00:31:32,760 about the conversation depending on 860 00:31:33,100 --> 00:31:34,530 the conversation that you have or the 861 00:31:34,530 --> 00:31:36,120 responses that you get from 862 00:31:36,120 --> 00:31:37,770 the candidate. So that makes it a 863 00:31:37,770 --> 00:31:41,590 unique, individual, and unique conversation 864 00:31:41,590 --> 00:31:43,130 because you can find that 865 00:31:43,130 --> 00:31:44,410 you've spoken to five people, 866 00:31:44,410 --> 00:31:45,850 but the tips that you gave that 867 00:31:45,850 --> 00:31:47,840 person, they're different depending on 868 00:31:47,840 --> 00:31:51,270 their circumstances, depending on their background, depending on where 869 00:31:51,270 --> 00:31:53,220 they are at this point in time. 870 00:31:54,440 --> 00:31:55,990 Yeah. And the foundation of 871 00:31:55,990 --> 00:31:57,530 your organization is set up 872 00:31:57,530 --> 00:31:58,810 that way. So I think 873 00:31:58,810 --> 00:32:01,970 that... Right? Like it's helpful 874 00:32:01,970 --> 00:32:06,930 that policy or the program 875 00:32:06,930 --> 00:32:07,640 is set up in a 876 00:32:07,640 --> 00:32:09,480 way to empower you all, 877 00:32:09,620 --> 00:32:12,220 the employees, to give the 878 00:32:12,220 --> 00:32:13,430 best service you can and 879 00:32:13,540 --> 00:32:14,420 to treat everyone as a 880 00:32:14,420 --> 00:32:18,180 unique individual. And the KPIs and the 881 00:32:18,180 --> 00:32:19,230 metrics are set up to 882 00:32:19,230 --> 00:32:21,510 support that as well. But 883 00:32:21,510 --> 00:32:22,160 I think it's a great 884 00:32:22,160 --> 00:32:24,400 example of how it starts 885 00:32:24,400 --> 00:32:25,930 with everyone in the entire 886 00:32:25,930 --> 00:32:28,850 company to make sure that 887 00:32:28,850 --> 00:32:30,110 everyone's on the same page 888 00:32:30,110 --> 00:32:31,580 in providing that service, that 889 00:32:31,580 --> 00:32:34,080 unique service to your candidates. 890 00:32:34,460 --> 00:32:35,200 Do you agree with that?[crosstalk 00: 891 00:32:35,200 --> 00:32:39,740 32: 36]. sometimes there's a 892 00:32:39,740 --> 00:32:44,510 mix bag of... Supervisors and 893 00:32:44,510 --> 00:32:45,920 managers might want things one 894 00:32:45,920 --> 00:32:49,220 way and the executives might 895 00:32:49,290 --> 00:32:50,450 want things another way, but 896 00:32:50,450 --> 00:32:52,040 your entire company has come 897 00:32:52,040 --> 00:32:54,900 together on this is how 898 00:32:54,900 --> 00:32:56,930 we provide great service to 899 00:32:56,930 --> 00:32:59,430 these candidates, and this is 900 00:32:59,430 --> 00:33:00,260 what this looks like and 901 00:33:00,260 --> 00:33:01,410 everyone's in agreement with it. 902 00:33:02,720 --> 00:33:04,670 Absolutely. So I think even 903 00:33:04,670 --> 00:33:06,170 from... With the executives, with 904 00:33:06,270 --> 00:33:08,190 managers, and then the recruitment 905 00:33:08,190 --> 00:33:10,060 process is rigorous in the sense 906 00:33:10,060 --> 00:33:12,360 that you go through couple 907 00:33:12,360 --> 00:33:14,540 of interviews. The main thing 908 00:33:14,540 --> 00:33:17,410 that really we want to 909 00:33:17,410 --> 00:33:19,160 figure out in the entire process 910 00:33:19,160 --> 00:33:23,100 is really, are you a good fit to Harambee policies 911 00:33:23,100 --> 00:33:25,890 to the Harambee culture? Because we understand it's 912 00:33:25,890 --> 00:33:27,630 not really about... Even if 913 00:33:27,630 --> 00:33:29,210 you can have a call 914 00:33:29,210 --> 00:33:30,820 center experience, but are you a good 915 00:33:30,820 --> 00:33:32,430 fit to what we stand 916 00:33:32,430 --> 00:33:33,960 for as Harambee. Hence, our 917 00:33:33,960 --> 00:33:35,740 recruitment. Hence, we believe that 918 00:33:35,740 --> 00:33:37,500 anyone and everyone who's in 919 00:33:37,500 --> 00:33:39,760 this organization is really a 920 00:33:39,760 --> 00:33:41,140 fit because they went through 921 00:33:41,140 --> 00:33:42,330 all these steps to make 922 00:33:42,330 --> 00:33:43,860 sure that they do fit 923 00:33:43,860 --> 00:33:46,990 into our culture. That's wonderful. 924 00:33:47,400 --> 00:33:49,470 Yeah, it's a great model 925 00:33:50,350 --> 00:33:53,190 on how contact center or 926 00:33:53,190 --> 00:33:54,940 outbound call center could be 927 00:33:55,300 --> 00:33:58,090 managed and ran and the 928 00:33:58,090 --> 00:33:59,170 quality of service that you 929 00:33:59,170 --> 00:34:00,480 guys give to your candidates 930 00:34:00,480 --> 00:34:03,180 is just amazing. It's a 931 00:34:03,180 --> 00:34:07,080 fantastic program. Absolutely. Thank you. 932 00:34:07,080 --> 00:34:09,390 Thank you. If we wrap 933 00:34:09,390 --> 00:34:10,730 up here, just want to 934 00:34:10,730 --> 00:34:12,430 give them a couple of summary 935 00:34:12,450 --> 00:34:13,390 points at the end of this 936 00:34:13,990 --> 00:34:15,510 On- demand webinar here about 937 00:34:15,510 --> 00:34:16,980 hiring the right people for 938 00:34:16,980 --> 00:34:18,920 your business, which Neli, you 939 00:34:18,920 --> 00:34:21,780 just talked about that, about that they're 940 00:34:22,630 --> 00:34:23,450 a good fit for your 941 00:34:23,450 --> 00:34:26,230 culture. Customer service can be 942 00:34:26,230 --> 00:34:28,530 tough, so reward your advisors, 943 00:34:28,530 --> 00:34:30,250 agents, representatives, make sure that 944 00:34:30,250 --> 00:34:33,650 they feel like they're being 945 00:34:33,650 --> 00:34:34,880 rewarded for the work that 946 00:34:34,880 --> 00:34:36,760 they do and being acknowledged 947 00:34:36,760 --> 00:34:37,550 for how hard it can 948 00:34:37,550 --> 00:34:40,540 be sometimes. And CX and 949 00:34:40,540 --> 00:34:42,500 customer service work together for 950 00:34:42,500 --> 00:34:45,500 brand loyalty, so sometimes people 951 00:34:45,500 --> 00:34:46,940 kind of mix in customer 952 00:34:46,940 --> 00:34:48,840 experience and customer service into 953 00:34:48,840 --> 00:34:50,970 the same bucket, but they're actually 954 00:34:50,970 --> 00:34:53,580 different things and they actually 955 00:34:53,580 --> 00:34:56,620 work together for company loyalty 956 00:34:56,620 --> 00:35:01,340 and creating those great experiences 957 00:35:01,930 --> 00:35:03,900 that make the customers come 958 00:35:03,900 --> 00:35:06,380 back. And then usually using 959 00:35:06,620 --> 00:35:08,870 personalization to improve customer experience, 960 00:35:10,070 --> 00:35:11,550 not just deliver more ads 961 00:35:11,550 --> 00:35:13,430 or making them just a 962 00:35:13,430 --> 00:35:16,080 persona and making sure that, 963 00:35:16,330 --> 00:35:17,450 that stat we saw, that 964 00:35:17,750 --> 00:35:20,970 79% of people feel like 965 00:35:20,970 --> 00:35:22,730 they're a generic customer rather 966 00:35:22,730 --> 00:35:25,300 than a unique individual. And 967 00:35:25,430 --> 00:35:26,800 so using personalization to make 968 00:35:26,800 --> 00:35:30,140 them feel unique and that 969 00:35:30,140 --> 00:35:31,060 they're the only customer in 970 00:35:31,060 --> 00:35:33,260 the world, which I think 971 00:35:33,380 --> 00:35:34,460 Harambee does an amazing job 972 00:35:34,460 --> 00:35:35,310 at. And it's a great 973 00:35:35,310 --> 00:35:36,810 example of how that works. 974 00:35:37,120 --> 00:35:38,450 We do have an ebook 975 00:35:38,450 --> 00:35:39,500 that goes along with this 976 00:35:39,500 --> 00:35:40,450 webinar, if you'd like more 977 00:35:40,450 --> 00:35:42,480 information. It's called Customer Service 978 00:35:42,480 --> 00:35:44,050 Best Practices and we'll provide 979 00:35:44,050 --> 00:35:45,600 the link here in the 980 00:35:45,600 --> 00:35:47,420 window, but it goes into 981 00:35:47,420 --> 00:35:50,450 each one of these habits 982 00:35:50,450 --> 00:35:51,870 or these successful habits in 983 00:35:51,870 --> 00:35:53,730 a deeper way. And it 984 00:35:53,730 --> 00:35:54,990 also has quotes from our 985 00:35:54,990 --> 00:35:57,570 CX Heroes and some advice 986 00:35:57,570 --> 00:35:58,630 from our CX Heroes about 987 00:35:58,630 --> 00:35:59,520 how they do it, or 988 00:35:59,750 --> 00:36:01,190 experiences that they've had. So 989 00:36:01,180 --> 00:36:04,110 it's a great resource. It actually 990 00:36:04,110 --> 00:36:05,050 just showed up on our 991 00:36:05,050 --> 00:36:06,590 top 10 list at Genesys 992 00:36:06,590 --> 00:36:09,320 for most viewed content. So 993 00:36:09,320 --> 00:36:10,900 your peers are downloading it. 994 00:36:11,240 --> 00:36:12,080 So I would advise you 995 00:36:12,080 --> 00:36:12,840 to take a look and 996 00:36:12,840 --> 00:36:14,210 see what you think. And 997 00:36:14,210 --> 00:36:15,520 then just one quick note, 998 00:36:16,030 --> 00:36:17,130 we're always looking for great 999 00:36:17,130 --> 00:36:18,610 CX Hero stories. We'd love 1000 00:36:18,610 --> 00:36:20,630 for you to nominate a 1001 00:36:20,630 --> 00:36:22,320 customer service rep, a supervisor, 1002 00:36:22,320 --> 00:36:24,540 a manager, an agent, any 1003 00:36:24,540 --> 00:36:27,490 employee basically who's gone above 1004 00:36:27,490 --> 00:36:28,450 and beyond to provide great 1005 00:36:28,450 --> 00:36:30,880 customer service. And we'll provide 1006 00:36:30,880 --> 00:36:31,850 the URL here at the 1007 00:36:31,850 --> 00:36:33,590 end of the session as 1008 00:36:33,590 --> 00:36:36,790 well. Neli and Thapelo, it's 1009 00:36:36,790 --> 00:36:37,690 been so great to see 1010 00:36:37,690 --> 00:36:38,520 you both and talk to 1011 00:36:38,520 --> 00:36:42,280 you both again. We can't 1012 00:36:42,280 --> 00:36:43,510 wait this long next time 1013 00:36:43,510 --> 00:36:44,490 to chat. We need to 1014 00:36:44,490 --> 00:36:47,480 do it sooner. Absolutely. Thank 1015 00:36:47,480 --> 00:36:48,740 you so much, Jill. Nice 1016 00:36:48,740 --> 00:36:51,370 seeing you. Thank you for 1017 00:36:51,370 --> 00:36:53,340 all your great insights and 1018 00:36:53,670 --> 00:36:55,650 for your wonderful organization that's 1019 00:36:55,650 --> 00:36:58,270 changing people's lives. We'll stay 1020 00:36:58,270 --> 00:37:00,080 in contact and talk soon 1021 00:37:00,650 --> 00:37:01,480 and thanks to everyone who 1022 00:37:01,480 --> 00:37:03,260 watched today. We'll have more 1023 00:37:03,260 --> 00:37:05,560 of the CX Hero webinar series coming 1024 00:37:05,560 --> 00:37:08,090 up, so continue to stay 1025 00:37:08,090 --> 00:37:09,370 on to this channel and 1026 00:37:09,370 --> 00:37:10,310 we'll add more on a 1027 00:37:10,310 --> 00:37:11,660 regular basis and you can 1028 00:37:11,660 --> 00:37:13,460 hear more from the managers 1029 00:37:13,540 --> 00:37:15,070 and agents and advisors who 1030 00:37:15,070 --> 00:37:16,050 are actually doing the work 1031 00:37:16,050 --> 00:37:17,520 every day. Thank you so 1032 00:37:17,520 --> 00:37:18,220 much and have a great 1033 00:37:18,220 --> 00:37:20,620 day. Bye, Jill.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001km16QAA"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa Webinar Bytes [Webinar Bytes] Megatrends shaping customer service in 2020 We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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The future of customer service starts with making your call center more human. It’s about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are shaping customer service in 2020. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Director, Product Marketing Genesys Kate Leggett VP & Principal Analyst Forrester Research [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,300 So my first prediction is 2 00:00:02,680 --> 00:00:06,170 that agents aren't essential to 3 00:00:06,170 --> 00:00:08,740 scale anymore. And let me 4 00:00:08,740 --> 00:00:09,790 tell you what I mean 5 00:00:09,790 --> 00:00:11,750 by that and what I want 6 00:00:11,750 --> 00:00:12,660 to do is just take 7 00:00:12,660 --> 00:00:15,360 a step backwards and think 8 00:00:15,360 --> 00:00:18,950 about customer engagement and actually 9 00:00:19,230 --> 00:00:21,160 think about all the wonderful 10 00:00:21,160 --> 00:00:22,880 experiences that surround us in 11 00:00:22,880 --> 00:00:24,150 our daily lives. I mean, 12 00:00:24,150 --> 00:00:26,010 I think about ride sharing 13 00:00:26,010 --> 00:00:28,400 apps like Lyft and Uber that 14 00:00:28,400 --> 00:00:30,440 take all anxiety out of 15 00:00:30,440 --> 00:00:32,180 me getting to my destination 16 00:00:32,420 --> 00:00:33,450 because I have a full 17 00:00:33,450 --> 00:00:37,050 disclosure of information that I 18 00:00:37,050 --> 00:00:38,880 need about my ride to 19 00:00:38,880 --> 00:00:40,560 make me feel comfortable in 20 00:00:40,560 --> 00:00:43,040 that experience. I think about 21 00:00:43,040 --> 00:00:47,790 services like Amazon, like Netflix. 22 00:00:47,840 --> 00:00:49,270 I always joke that those 23 00:00:49,280 --> 00:00:50,650 two services know more about 24 00:00:50,650 --> 00:00:51,990 me than my husband does 25 00:00:52,440 --> 00:00:54,030 because if they're able to 26 00:00:54,030 --> 00:00:59,900 recommend products, movies, content based 27 00:00:59,900 --> 00:01:03,030 on my particular history, what 28 00:01:03,030 --> 00:01:05,350 I've done, that intimate knowledge 29 00:01:05,350 --> 00:01:06,400 of where I've been, what 30 00:01:06,400 --> 00:01:08,380 I've done, how I've rated 31 00:01:08,380 --> 00:01:11,390 products or content. And so what 32 00:01:11,720 --> 00:01:13,390 we say today is that 33 00:01:14,420 --> 00:01:17,400 we're surrounded by these differentiated 34 00:01:17,400 --> 00:01:20,150 experiences and these experiences have 35 00:01:20,150 --> 00:01:21,800 done a good shop at 36 00:01:21,800 --> 00:01:24,330 up leveling our expectations for 37 00:01:24,330 --> 00:01:27,230 engagement with any company that 38 00:01:27,230 --> 00:01:28,740 we do business with, both in 39 00:01:28,740 --> 00:01:31,650 our lives as consumers or 40 00:01:31,650 --> 00:01:33,590 in our business lives. And 41 00:01:33,590 --> 00:01:34,670 at Forrester we say we're 42 00:01:34,670 --> 00:01:35,250 in the age of the 43 00:01:35,250 --> 00:01:38,290 customer where you, the consumer, 44 00:01:38,370 --> 00:01:42,000 the B2B customer, you control 45 00:01:42,000 --> 00:01:45,000 the conversation with any company 46 00:01:45,190 --> 00:01:47,020 that you do business with. 47 00:01:47,250 --> 00:01:49,690 And your expectations are heightened 48 00:01:49,920 --> 00:01:51,640 because of all the wonderful 49 00:01:51,640 --> 00:01:53,970 consumer experiences that surround us. 50 00:01:54,450 --> 00:01:55,880 And it's like when I 51 00:01:55,880 --> 00:01:57,280 see on the screen here, 52 00:01:57,600 --> 00:02:00,990 you expect that any information 53 00:02:00,990 --> 00:02:03,470 that you need is available 54 00:02:03,470 --> 00:02:05,210 on any device at a 55 00:02:05,210 --> 00:02:08,050 person's moment of need. And 56 00:02:08,050 --> 00:02:10,910 so what has happened is 57 00:02:11,100 --> 00:02:17,920 again, our expectations are heightened 58 00:02:18,070 --> 00:02:21,540 because of these wonderful consumer 59 00:02:21,540 --> 00:02:24,140 experiences. And then the way 60 00:02:24,140 --> 00:02:27,450 that we interact with companies 61 00:02:27,750 --> 00:02:29,510 has also changed. AppFoundry Webinar The cloud conversational AI chatbot designed and built for Genesys Cloud [cutoff co_thick="2px"][webinarschedule]According to Gartner, about 70% of all use cases in artificial intelligence (AI) are related to customer service and call centers. Join us in this webinar to learn: How conversational AI and call center agents work hand-in-hand to blend into the entire customer service journey. Conversational AI uses Natural Language Processing and machine learning to identify behaviors and intent. Properly designed chatbots can anticipate customer needs to create true empathy. Botter Conversational AI isn’t a typical chatbot; it’s a machine that automates and fulfills various tasks on behalf of contact center agents. Learn how to scale an expand the Genesys CloudTM platform using the latest in conversational technology to improve your customer experience, increased productivity and grow your profit stream.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kqZUQAY"] Meet the Speaker Sherif Fahmy Marketing Manager IST Networks Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud [cutoff co_thick="2px"][webinarschedulesingle] Deliver truly personalized experiences with industry leaders Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. Join us for this exclusive webinar to learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Achieve security and scale via a proven customer experience platform Move from on-premises to the cloud with confidence Leverage existing Genesys and Microsoft investments to maximize experiences Move to the cloud and gain the control and efficiencies that the Genesys EngageTM product and Microsoft Azure provide together.[cutoff co_thick="2px"]1 00:00:10,850 --> 00:00:12,540 Good morning, evening and afternoon, 2 00:00:12,540 --> 00:00:14,360 everyone. Josh Reed here from 3 00:00:14,360 --> 00:00:15,530 the Digital Events Team here 4 00:00:15,530 --> 00:00:16,410 at Genesys, and I'll be 5 00:00:16,410 --> 00:00:17,450 one of your moderators for 6 00:00:17,450 --> 00:00:19,540 today's webcast. I'll start by 7 00:00:19,540 --> 00:00:21,160 saying welcome. Thank you all 8 00:00:21,160 --> 00:00:23,430 for joining today's webcast Genesys 9 00:00:23,430 --> 00:00:26,160 Engage in Microsoft Azure, transform 10 00:00:26,420 --> 00:00:28,170 your customer experience in the 11 00:00:28,170 --> 00:00:30,140 cloud. I'm actually going to 12 00:00:30,140 --> 00:00:32,140 hand things off to our 13 00:00:32,270 --> 00:00:33,790 other moderator today. We have 14 00:00:33,790 --> 00:00:35,790 Bobbi Chester, the senior director 15 00:00:35,790 --> 00:00:36,720 of product marketing here at 16 00:00:36,740 --> 00:00:38,390 Genesys. Bobbi, the floor is 17 00:00:38,390 --> 00:00:40,450 yours. Take it away. Awesome, 18 00:00:40,450 --> 00:00:42,860 Josh, thank you. Everybody again, 19 00:00:42,860 --> 00:00:43,890 thank you very much for 20 00:00:43,890 --> 00:00:45,340 joining us today. We have 21 00:00:45,620 --> 00:00:47,270 a ton of information that 22 00:00:47,270 --> 00:00:48,330 we want to share with 23 00:00:48,330 --> 00:00:49,890 you on the Microsoft and 24 00:00:49,890 --> 00:00:52,740 Genesys partnership. To do so, 25 00:00:52,740 --> 00:00:54,270 we have two gentlemen joining 26 00:00:54,270 --> 00:00:56,650 us today. Jeff Wise, my 27 00:00:56,650 --> 00:00:58,900 colleague here at Genesys, as 28 00:00:58,900 --> 00:01:00,580 well as David Totten. With 29 00:01:01,680 --> 00:01:02,960 that, we wanted to start 30 00:01:02,960 --> 00:01:04,020 out learning a little bit 31 00:01:04,020 --> 00:01:06,370 more about you. We're going 32 00:01:06,370 --> 00:01:08,040 to kick this off with 33 00:01:08,040 --> 00:01:10,670 our first poll question. The 34 00:01:10,670 --> 00:01:12,100 question is along the line 35 00:01:12,120 --> 00:01:14,370 is, what is your biggest 36 00:01:14,370 --> 00:01:16,940 contact center challenge? For those 37 00:01:16,940 --> 00:01:17,580 of you who have been 38 00:01:17,580 --> 00:01:18,750 in the industry for a 39 00:01:18,750 --> 00:01:21,690 long time, certainly there are 40 00:01:21,710 --> 00:01:24,590 typically more than one opportunities 41 00:01:24,810 --> 00:01:26,470 that you're currently looking at, 42 00:01:26,720 --> 00:01:29,410 but with that, we've narrowed 43 00:01:29,410 --> 00:01:30,960 it down to these five. 44 00:01:31,460 --> 00:01:33,450 We're really curious to see, 45 00:01:33,860 --> 00:01:35,180 at this point in time, 46 00:01:35,180 --> 00:01:36,240 if there's any one of 47 00:01:36,240 --> 00:01:37,690 these in particular, that's going 48 00:01:37,690 --> 00:01:39,170 to rise to the surface, 49 00:01:39,460 --> 00:01:41,120 and will be something that 50 00:01:41,320 --> 00:01:43,870 you're looking at dealing with. 51 00:01:44,610 --> 00:01:45,690 I'm going to pause for 52 00:01:45,690 --> 00:01:47,610 just one more moment, let 53 00:01:47,610 --> 00:01:49,420 a few more people answer. 54 00:01:54,020 --> 00:01:56,370 Great, with that, let's take 55 00:01:56,370 --> 00:01:57,680 a look and see what 56 00:01:57,680 --> 00:02:01,450 our results are. Not enough 57 00:02:01,450 --> 00:02:05,270 staff is incredibly low. Just 58 00:02:05,440 --> 00:02:07,610 the increasing costs of everything 59 00:02:07,610 --> 00:02:09,330 that is within the contact center. 60 00:02:10,570 --> 00:02:12,210 Looking for better self- service, 61 00:02:12,500 --> 00:02:15,700 IVR mobile, interesting that certainly 62 00:02:15,700 --> 00:02:17,500 half of you have answered 63 00:02:17,500 --> 00:02:18,870 along the line of delivering 64 00:02:18,870 --> 00:02:20,670 that personalized customer experience, which 65 00:02:20,670 --> 00:02:23,060 is actually quite brilliant and 66 00:02:23,060 --> 00:02:25,100 an excellent segue into getting 67 00:02:25,100 --> 00:02:26,660 us started because that really 68 00:02:26,660 --> 00:02:28,530 is the key to what 69 00:02:28,530 --> 00:02:29,590 we're going to be discussing 70 00:02:29,590 --> 00:02:31,880 today. On that note, thank 71 00:02:31,880 --> 00:02:35,090 you for your participation in 72 00:02:35,090 --> 00:02:36,590 that. We're going to start 73 00:02:36,590 --> 00:02:38,350 off today by talking about, 74 00:02:38,730 --> 00:02:42,080 specifically, personalization and how that 75 00:02:42,080 --> 00:02:44,730 is a customer experience differentiator. 76 00:02:45,570 --> 00:02:46,690 Jeff, we're going to start 77 00:02:46,690 --> 00:02:49,300 with you. Thanks, Bobbi, and 78 00:02:49,600 --> 00:02:50,590 thanks for the opportunity to 79 00:02:50,590 --> 00:02:52,030 talk too. Great to have everyone 80 00:02:52,030 --> 00:02:55,970 online and joining us. Personalization, 81 00:02:56,060 --> 00:02:57,450 it's great to see on 82 00:02:57,720 --> 00:02:59,030 the poll question that this 83 00:02:59,030 --> 00:03:02,110 was one of the predominant topics that 84 00:03:02,170 --> 00:03:04,220 is a challenge for business. 85 00:03:05,350 --> 00:03:06,410 It is a massive business 86 00:03:06,410 --> 00:03:08,630 challenge because one of the 87 00:03:08,630 --> 00:03:11,100 things that in the move 88 00:03:11,100 --> 00:03:13,460 to digital, what has happened 89 00:03:13,460 --> 00:03:15,230 is the cost of acquiring 90 00:03:15,560 --> 00:03:17,410 customers has gone down rapidly. 91 00:03:17,700 --> 00:03:18,170 If we just look at 92 00:03:18,200 --> 00:03:19,410 all the digital channels and 93 00:03:19,410 --> 00:03:20,900 self- service, it's really a 94 00:03:20,900 --> 00:03:23,120 lot easier for businesses to 95 00:03:23,120 --> 00:03:25,250 acquire customers, but on the 96 00:03:25,250 --> 00:03:27,280 flip side, at the same 97 00:03:27,280 --> 00:03:29,010 time, it's just as easy 98 00:03:29,010 --> 00:03:31,050 for consumers to switch. Even 99 00:03:31,050 --> 00:03:32,260 if we looked at say 100 00:03:32,500 --> 00:03:34,240 the ride sharing industry, like 101 00:03:34,250 --> 00:03:36,230 Uber, Lyft, and others, we 102 00:03:36,230 --> 00:03:39,180 can chop and change our 103 00:03:39,180 --> 00:03:41,670 application that we use for ride 104 00:03:41,670 --> 00:03:43,580 sharing. It's just so easy. 105 00:03:44,550 --> 00:03:46,680 In a really busy market, 106 00:03:46,840 --> 00:03:56,070 what is the thing that's going to differentiate businesses? That is really the core of what we're talking about when we talk about personalization, is how to really 107 00:03:56,070 --> 00:03:57,940 look at creating that differentiation, 108 00:03:58,290 --> 00:04:01,270 which will drive the experience, but also 109 00:04:01,270 --> 00:04:06,610 drive loyalty as well. Let's 110 00:04:06,610 --> 00:04:09,960 go down- was from Microsoft point 111 00:04:09,960 --> 00:04:10,930 of view. Thanks again for 112 00:04:10,930 --> 00:04:12,420 letting us participate in here. 113 00:04:13,120 --> 00:04:14,520 We see this across platforms. 114 00:04:14,860 --> 00:04:16,770 If you've done enterprise software, 115 00:04:17,610 --> 00:04:19,360 use cases for a long 116 00:04:19,360 --> 00:04:21,280 time, there's some dominant players 117 00:04:21,280 --> 00:04:23,330 in the industry. There's a 118 00:04:23,330 --> 00:04:24,330 lot of people that use 119 00:04:24,330 --> 00:04:25,950 different Microsoft products, whether it's 120 00:04:25,950 --> 00:04:28,460 Word, it's Office, it's Windows 121 00:04:28,460 --> 00:04:30,860 Server, SQL server. Now, these 122 00:04:30,860 --> 00:04:31,850 products are becoming a little 123 00:04:31,850 --> 00:04:33,840 bit more ubiquitous and fluid 124 00:04:33,840 --> 00:04:34,910 with how people can leverage 125 00:04:34,910 --> 00:04:36,170 them and update them over 126 00:04:36,170 --> 00:04:38,190 time. Again, how do you 127 00:04:38,190 --> 00:04:40,740 keep a customer loyal when 128 00:04:40,740 --> 00:04:43,080 the cost of switching technologies 129 00:04:43,080 --> 00:04:44,310 is going down for an 130 00:04:44,310 --> 00:04:46,380 end customer. How do you 131 00:04:46,380 --> 00:04:47,930 make sure that they stick 132 00:04:47,930 --> 00:04:49,640 with you as a solution 133 00:04:49,640 --> 00:04:50,770 provider through the thick and 134 00:04:50,990 --> 00:04:53,390 thin of your product's maturation 135 00:04:53,390 --> 00:04:55,750 process? We're seeing the need 136 00:04:55,750 --> 00:04:57,340 to get products to market faster, 137 00:04:57,970 --> 00:04:59,730 but then obviously if something 138 00:04:59,730 --> 00:05:01,510 goes wrong, customers are looking 139 00:05:01,510 --> 00:05:03,200 to switch out quicker than 140 00:05:03,200 --> 00:05:04,230 they ever have before, and 141 00:05:04,230 --> 00:05:06,170 they won't stay there longer. 142 00:05:06,380 --> 00:05:07,900 Jeff, with that, talk to 143 00:05:07,900 --> 00:05:09,280 us a little bit about how you think about 144 00:05:09,280 --> 00:05:12,580 differentiation as one of those 145 00:05:12,580 --> 00:05:15,530 differentiators that you can have in the marketplace. No, 146 00:05:15,530 --> 00:05:19,110 thanks, David. What we should 147 00:05:19,110 --> 00:05:19,920 do is really take one 148 00:05:19,920 --> 00:05:22,510 step back. Why is this 149 00:05:22,510 --> 00:05:23,870 such an important mission for 150 00:05:23,870 --> 00:05:25,900 Genesys and Microsoft? Because it 151 00:05:25,900 --> 00:05:28,070 actually all starts with people. 152 00:05:28,850 --> 00:05:30,340 People all around the world, 153 00:05:30,770 --> 00:05:32,140 people all around the world 154 00:05:32,410 --> 00:05:36,010 who interact with companies. They 155 00:05:36,010 --> 00:05:37,010 all want to feel special. 156 00:05:37,070 --> 00:05:38,640 They want to feel unique, 157 00:05:39,040 --> 00:05:40,470 and they want to feel that 158 00:05:40,470 --> 00:05:42,100 the companies that they're interacting 159 00:05:42,100 --> 00:05:44,110 with really know them, that 160 00:05:44,110 --> 00:05:45,720 they understand them, but more 161 00:05:45,720 --> 00:05:47,960 importantly, they have history and 162 00:05:48,440 --> 00:05:52,930 context with them. It really 163 00:05:52,930 --> 00:05:57,310 starts with an individual. This 164 00:05:57,310 --> 00:05:58,370 is really the idea of 165 00:05:59,380 --> 00:06:01,860 personalizing, because what we want 166 00:06:01,860 --> 00:06:03,040 to do is personalize the 167 00:06:03,040 --> 00:06:06,080 experience. At a deeper level, 168 00:06:06,360 --> 00:06:08,060 what it really means, it 169 00:06:08,060 --> 00:06:10,590 starts with empathy. It's about 170 00:06:10,590 --> 00:06:12,800 creating a personal bond between 171 00:06:12,800 --> 00:06:15,020 an individual interacting with that 172 00:06:15,020 --> 00:06:16,610 company or an employee of 173 00:06:16,610 --> 00:06:20,050 that company. Genesys and Microsoft 174 00:06:20,120 --> 00:06:21,480 have brought all this technology 175 00:06:21,480 --> 00:06:22,660 together to be able to 176 00:06:22,910 --> 00:06:24,530 allow and create what we 177 00:06:24,530 --> 00:06:26,860 believe are these important, empathetic 178 00:06:26,860 --> 00:06:29,320 moments, and that, when you 179 00:06:29,320 --> 00:06:31,320 have empathy, it leads to 180 00:06:31,320 --> 00:06:32,870 trust and it leads to 181 00:06:32,870 --> 00:06:35,470 loyalty. Because we all know, 182 00:06:35,550 --> 00:06:36,610 when you create a one- 183 00:06:36,610 --> 00:06:38,010 on- one relationship, and we 184 00:06:38,010 --> 00:06:39,130 all know this in our 185 00:06:39,130 --> 00:06:42,660 own daily lives. The more 186 00:06:42,660 --> 00:06:44,690 I know about you and the 187 00:06:44,730 --> 00:06:45,900 more I understand about your 188 00:06:45,900 --> 00:06:48,960 situation, and when I can 189 00:06:48,960 --> 00:06:51,210 have that empathetic connection, it 190 00:06:51,210 --> 00:06:52,780 really just leads to a 191 00:06:52,780 --> 00:06:55,420 better outcome. That's what we call 192 00:06:55,420 --> 00:06:57,960 experiences as a service. That's 193 00:06:57,960 --> 00:07:02,580 how personalization empathy, really driving 194 00:07:02,580 --> 00:07:05,380 that connection, creating that trust, 195 00:07:05,430 --> 00:07:08,390 creating loyalty will then ensure 196 00:07:08,390 --> 00:07:10,800 that that switching costs doesn't 197 00:07:10,910 --> 00:07:12,760 become an issue because that 198 00:07:13,350 --> 00:07:17,030 personalized experience is ensuring that 199 00:07:17,030 --> 00:07:19,410 loyalty. Yeah. Let me add 200 00:07:20,500 --> 00:07:22,110 to that quickly, Jeff. It's interesting because 201 00:07:22,110 --> 00:07:23,580 now, it used to be, 202 00:07:24,010 --> 00:07:25,850 if a customer felt like 203 00:07:25,900 --> 00:07:28,160 the company knew them, or 204 00:07:28,160 --> 00:07:30,010 remembered their information, or had 205 00:07:30,010 --> 00:07:31,180 their details, or had their 206 00:07:31,180 --> 00:07:32,680 preferences while coming in the 207 00:07:32,680 --> 00:07:34,080 door, that used to be 208 00:07:34,080 --> 00:07:35,100 almost a nice to have, 209 00:07:35,100 --> 00:07:36,130 or a great tab. That's 210 00:07:36,130 --> 00:07:38,020 a great experience to have. 211 00:07:38,020 --> 00:07:38,900 Now it's becoming a little 212 00:07:39,050 --> 00:07:40,010 bit more of an expectation. 213 00:07:42,130 --> 00:07:43,420 The power of the internet 214 00:07:43,420 --> 00:07:44,690 and how we engage with 215 00:07:44,690 --> 00:07:46,710 different services across the internet 216 00:07:47,050 --> 00:07:49,420 and mobile technologies now has 217 00:07:49,420 --> 00:07:52,600 created this expectation that companies 218 00:07:52,600 --> 00:07:53,620 we interact with, who we 219 00:07:53,620 --> 00:07:54,650 share data with, who we 220 00:07:54,650 --> 00:07:56,650 transact with, know who I 221 00:07:56,650 --> 00:07:58,190 am, what my preferences are 222 00:07:58,190 --> 00:07:58,900 and what I want to 223 00:07:58,900 --> 00:07:59,750 do when I come into 224 00:07:59,750 --> 00:08:02,960 their platform. It's not just necessarily 225 00:08:02,960 --> 00:08:04,320 experiences as a service. I 226 00:08:04,320 --> 00:08:05,810 always call it experience as 227 00:08:05,810 --> 00:08:08,120 an expectation that we want 228 00:08:10,020 --> 00:08:12,280 that personalized approach that anybody 229 00:08:12,280 --> 00:08:13,170 that we interact with, or 230 00:08:13,170 --> 00:08:14,320 that we have commerce with, 231 00:08:14,640 --> 00:08:15,910 really knows who we are, 232 00:08:15,910 --> 00:08:17,180 why I'm at their platform 233 00:08:17,180 --> 00:08:18,140 and what I want to 234 00:08:18,140 --> 00:08:20,930 do with them. Oh, 100% 235 00:08:20,930 --> 00:08:25,820 David. The research confirms this, 236 00:08:25,820 --> 00:08:31,490 that organizations that grow the 237 00:08:31,490 --> 00:08:34,860 personalization and establish loyalty is 238 00:08:34,860 --> 00:08:37,590 good for business. The Harvard 239 00:08:37,590 --> 00:08:39,460 business review here has confirmed 240 00:08:39,460 --> 00:08:41,200 that. There's lots of other 241 00:08:41,750 --> 00:08:43,920 strong research that just shows, 242 00:08:44,470 --> 00:08:45,650 when you start with the 243 00:08:45,720 --> 00:08:48,870 customer experience and create loyalty, 244 00:08:49,380 --> 00:08:50,650 it's not just good for 245 00:08:50,650 --> 00:08:52,150 the customer, but it's great 246 00:08:52,150 --> 00:08:52,980 for the business. Over to 247 00:08:57,150 --> 00:08:59,320 you, Bobbi. Awesome. On that, and 248 00:08:59,870 --> 00:09:01,160 David I'll tag onto the 249 00:09:01,160 --> 00:09:01,900 end of what you said. 250 00:09:01,900 --> 00:09:03,140 I know one of my, 251 00:09:03,910 --> 00:09:04,930 I forget the gentleman who 252 00:09:05,120 --> 00:09:06,100 tagged the line, but one of my 253 00:09:06,100 --> 00:09:08,690 favorite sayings is, " Your last 254 00:09:08,690 --> 00:09:11,540 best customer experience is now 255 00:09:11,730 --> 00:09:14,780 the basis for the customer 256 00:09:14,780 --> 00:09:16,280 experience you have going forward." 257 00:09:17,270 --> 00:09:18,890 That really is the reality 258 00:09:18,890 --> 00:09:20,270 that we live in, in 259 00:09:20,270 --> 00:09:21,420 this world is, I had 260 00:09:21,420 --> 00:09:22,760 that great one yesterday. Okay, 261 00:09:22,760 --> 00:09:23,960 now it's just simply my 262 00:09:23,960 --> 00:09:27,420 expectation. That brings us to 263 00:09:27,420 --> 00:09:29,880 topic number two, which is 264 00:09:30,330 --> 00:09:33,350 customer experience and personalization best 265 00:09:33,350 --> 00:09:35,180 practices, because certainly this isn't 266 00:09:35,180 --> 00:09:37,120 anything that is brand new 267 00:09:37,120 --> 00:09:38,370 trying to get to that 268 00:09:38,370 --> 00:09:41,330 personalization. Jeff, if you wanted 269 00:09:41,330 --> 00:09:42,360 to start out, just sharing 270 00:09:42,360 --> 00:09:43,720 a little bit about some 271 00:09:43,940 --> 00:09:44,610 of the ideas that you 272 00:09:44,610 --> 00:09:46,620 had on personalization best practices. 273 00:09:47,470 --> 00:09:52,720 No, thanks Bobbi. Imagine, as 274 00:09:52,720 --> 00:09:54,040 a customer of an organization 275 00:09:54,040 --> 00:09:56,490 that's interacting, if I could 276 00:09:56,490 --> 00:09:57,630 tick all these boxes in 277 00:09:57,630 --> 00:10:02,480 my experience, where that me 278 00:10:02,840 --> 00:10:04,360 and what's important to me, 279 00:10:04,360 --> 00:10:08,130 and imagine that I can 280 00:10:08,130 --> 00:10:11,000 actually be helped in not 281 00:10:11,000 --> 00:10:12,680 having to repeat myself, or 282 00:10:12,680 --> 00:10:14,560 more importantly, the journey that 283 00:10:14,560 --> 00:10:17,660 I've gone through. Or even 284 00:10:17,660 --> 00:10:20,410 where, proactively, before I even 285 00:10:20,410 --> 00:10:21,450 pick up the phone or 286 00:10:21,450 --> 00:10:22,770 get on the website that 287 00:10:23,150 --> 00:10:24,110 you've actually reached out to 288 00:10:24,110 --> 00:10:25,540 me because you've preempted my 289 00:10:25,540 --> 00:10:26,710 situation. It might be a 290 00:10:26,710 --> 00:10:28,960 seasonal situation, or I might 291 00:10:28,960 --> 00:10:32,180 have a billing challenge. It's 292 00:10:32,180 --> 00:10:33,430 all about how we want 293 00:10:33,430 --> 00:10:35,180 to feel in that moment 294 00:10:35,920 --> 00:10:37,580 and the type of experience that 295 00:10:37,580 --> 00:10:39,570 we would normally expect. But 296 00:10:40,440 --> 00:10:42,180 usually, we're quite surprised if 297 00:10:42,180 --> 00:10:43,490 that happens. What we want 298 00:10:43,490 --> 00:10:44,420 to do is raise the 299 00:10:44,420 --> 00:10:47,610 bar and help our customers 300 00:10:48,010 --> 00:10:49,720 drive these types of experiences 301 00:10:50,150 --> 00:10:51,780 and really create that loyalty 302 00:10:51,780 --> 00:10:54,420 that we were talking about. It's really 303 00:10:54,710 --> 00:10:57,220 across that entire customer journey 304 00:10:57,520 --> 00:11:00,150 that every interaction is providing 305 00:11:03,130 --> 00:11:05,490 that best experience. Understanding the history, the context, and personalizing that 306 00:11:05,800 --> 00:11:07,500 interaction. That could be through 307 00:11:07,500 --> 00:11:10,060 self- service or assistance by 308 00:11:10,060 --> 00:11:11,930 automated bots or finding the 309 00:11:12,060 --> 00:11:13,980 best live agent to assist, 310 00:11:14,400 --> 00:11:15,950 and even helping that agent 311 00:11:15,950 --> 00:11:16,910 to give you the best 312 00:11:16,910 --> 00:11:19,060 recommendation without them having to 313 00:11:19,060 --> 00:11:21,080 research it. This is really 314 00:11:21,080 --> 00:11:25,370 about enriching that experience. David 315 00:11:25,620 --> 00:11:31,830 tell us about Microsoft and how they're creating these experiences. Microsoft's ecosystem 316 00:11:31,830 --> 00:11:33,110 of touch points, whether it's 317 00:11:33,470 --> 00:11:34,520 through a sales team, a 318 00:11:34,520 --> 00:11:36,490 support mechanism, whether it's a 319 00:11:36,490 --> 00:11:38,140 web property or a dial 320 00:11:38,140 --> 00:11:38,930 in, or it could be 321 00:11:38,930 --> 00:11:40,120 one of our Microsoft stores, 322 00:11:40,120 --> 00:11:42,060 our retail footprint, we collect 323 00:11:42,060 --> 00:11:43,420 data from so many different 324 00:11:43,420 --> 00:11:45,780 points on a customer's experience and what 325 00:11:46,020 --> 00:11:47,300 we would consider their journey 326 00:11:47,710 --> 00:11:49,300 with the company and with 327 00:11:49,300 --> 00:11:50,520 our products and services. But 328 00:11:51,230 --> 00:11:52,660 to be able to aggregate all that 329 00:11:52,660 --> 00:11:53,990 information and serve it up 330 00:11:54,280 --> 00:11:55,200 through a single pane to 331 00:11:55,200 --> 00:11:56,800 really drive that personalization is 332 00:11:56,850 --> 00:11:58,800 something that's really, really important 333 00:11:58,800 --> 00:12:00,480 to us. We view customer 334 00:12:00,480 --> 00:12:03,400 support as not necessarily an 335 00:12:03,400 --> 00:12:05,360 operating cost or a cost 336 00:12:05,360 --> 00:12:06,290 center, but we actually think 337 00:12:06,290 --> 00:12:07,010 about it a little bit more 338 00:12:07,010 --> 00:12:08,700 as a profit center and 339 00:12:08,700 --> 00:12:09,970 how we can generate that 340 00:12:09,970 --> 00:12:11,440 true end to end customer 341 00:12:11,440 --> 00:12:12,830 loyal experience that the want to 342 00:12:12,830 --> 00:12:14,150 do more with our business. 343 00:12:14,500 --> 00:12:15,770 Now, I know for one, 344 00:12:16,050 --> 00:12:18,300 as I'm working on, and 345 00:12:18,300 --> 00:12:20,180 I personally, whether it's an 346 00:12:20,180 --> 00:12:21,870 airline or a credit card 347 00:12:22,980 --> 00:12:23,980 or any sort of service 348 00:12:23,980 --> 00:12:25,670 that I leverage, I hate 349 00:12:25,670 --> 00:12:27,560 going into phone trees. I 350 00:12:27,560 --> 00:12:28,840 always think about it in 351 00:12:28,840 --> 00:12:31,720 three different categories. One, if 352 00:12:31,720 --> 00:12:33,100 I call into a customer 353 00:12:33,100 --> 00:12:34,620 support center, do they know 354 00:12:34,620 --> 00:12:35,420 who I am, and do they 355 00:12:35,420 --> 00:12:36,600 know the history of my 356 00:12:36,600 --> 00:12:38,360 account in my relationship with 357 00:12:38,360 --> 00:12:39,700 them? That's the first thing 358 00:12:39,940 --> 00:12:40,410 because I don't want to 359 00:12:40,410 --> 00:12:41,550 repeat my name and my 360 00:12:41,550 --> 00:12:43,020 address and why I'm calling 361 00:12:43,020 --> 00:12:43,890 again, and what my phone 362 00:12:43,890 --> 00:12:44,670 number is and how many 363 00:12:44,670 --> 00:12:45,610 people are on my plan. 364 00:12:46,330 --> 00:12:47,200 The second thing I want 365 00:12:47,200 --> 00:12:48,020 to know is, I want 366 00:12:48,020 --> 00:12:49,960 quick routing to the right 367 00:12:49,960 --> 00:12:51,850 subject matter expert. I need 368 00:12:51,850 --> 00:12:52,680 to be able to get 369 00:12:52,680 --> 00:12:55,090 there more efficiently. I found 370 00:12:55,090 --> 00:12:56,960 that phone trees sometimes can 371 00:12:56,960 --> 00:12:58,360 actually help with that automation 372 00:12:58,360 --> 00:12:59,530 process as long as the 373 00:12:59,530 --> 00:13:01,920 selection criteria is correct. Then 374 00:13:01,920 --> 00:13:02,880 the third thing that I've 375 00:13:02,880 --> 00:13:03,900 found when I call in 376 00:13:03,900 --> 00:13:04,860 personally at these things is, 377 00:13:04,860 --> 00:13:05,910 I want, whenever I do 378 00:13:05,910 --> 00:13:08,540 find some expertise, whether it's 379 00:13:08,540 --> 00:13:10,320 automated in content or whether 380 00:13:10,320 --> 00:13:11,440 it's a live agent that 381 00:13:11,440 --> 00:13:12,820 they're trained and they understand, 382 00:13:12,820 --> 00:13:14,180 and they've got great recommendations 383 00:13:15,260 --> 00:13:16,270 of where probably to take that 384 00:13:16,270 --> 00:13:18,920 sport scenario. What Microsoft has 385 00:13:18,920 --> 00:13:20,100 done is really hone in 386 00:13:20,100 --> 00:13:21,300 on those three things yet. 387 00:13:21,600 --> 00:13:23,480 We've really honed in on 388 00:13:23,480 --> 00:13:25,310 what those specific examples are 389 00:13:25,560 --> 00:13:26,660 of how to actually take 390 00:13:26,660 --> 00:13:28,530 a platform, figure out ways 391 00:13:28,530 --> 00:13:30,180 to aggregate across multiple touch 392 00:13:30,180 --> 00:13:31,090 points, so we serve up 393 00:13:31,090 --> 00:13:32,190 a single pane of glass, 394 00:13:32,420 --> 00:13:33,900 make sure that we optimize 395 00:13:33,900 --> 00:13:35,140 and we leverage AI and 396 00:13:35,140 --> 00:13:37,280 machine learning to optimize. How 397 00:13:37,280 --> 00:13:38,150 do you take all those 398 00:13:38,150 --> 00:13:39,830 contact points to really beef 399 00:13:39,830 --> 00:13:41,560 up the support process and 400 00:13:41,560 --> 00:13:43,550 that triage process to get 401 00:13:43,550 --> 00:13:44,940 through that tree faster to 402 00:13:44,940 --> 00:13:46,530 the right subject matter expertise. Then 403 00:13:47,240 --> 00:13:48,960 we leverage the call volumes 404 00:13:48,960 --> 00:13:50,530 and the typical subject areas 405 00:13:50,530 --> 00:13:51,920 where people have scenarios that they want to 406 00:13:52,360 --> 00:13:54,440 talk through to actually build 407 00:13:54,440 --> 00:13:56,240 up an onboarding plan and 408 00:13:56,240 --> 00:13:57,500 a training regimen for the 409 00:13:57,500 --> 00:13:58,470 people in the agents that 410 00:13:58,470 --> 00:13:59,360 we do staff the call 411 00:13:59,360 --> 00:14:01,330 center with. The more impactful 412 00:14:01,330 --> 00:14:02,470 each of those three pillars 413 00:14:02,470 --> 00:14:03,640 are and how we build 414 00:14:03,640 --> 00:14:05,390 that content and that process 415 00:14:05,390 --> 00:14:06,430 on top of the Genesys 416 00:14:06,480 --> 00:14:08,540 platform here internally, then obviously 417 00:14:08,540 --> 00:14:10,010 drives a much better customer 418 00:14:10,010 --> 00:14:11,300 experience and make sure that 419 00:14:11,520 --> 00:14:13,120 customers don't view, " Oh no, 420 00:14:13,120 --> 00:14:14,100 I have to call Microsoft 421 00:14:14,100 --> 00:14:16,310 support again," as a burden, 422 00:14:16,310 --> 00:14:17,000 they see it as an 423 00:14:17,000 --> 00:14:18,800 opportunity to gain some information 424 00:14:18,800 --> 00:14:20,460 and then hopefully, have a 425 00:14:20,460 --> 00:14:24,560 better experience with our products. Thanks, 426 00:14:24,560 --> 00:14:29,480 David. Let's talk about digital 427 00:14:29,480 --> 00:14:30,760 transformation. Do you want to 428 00:14:31,170 --> 00:14:35,230 take us through that? that I'll 429 00:14:35,230 --> 00:14:36,770 just highlight. These are scenarios, 430 00:14:36,770 --> 00:14:38,010 and this is what I personally love 431 00:14:38,010 --> 00:14:39,940 about the Genesys platform. A 432 00:14:39,940 --> 00:14:40,930 little sidebar here about the 433 00:14:40,930 --> 00:14:43,250 platform itself. When you get 434 00:14:43,250 --> 00:14:45,090 one single pane through Genesys, 435 00:14:45,090 --> 00:14:46,050 to be able to actually 436 00:14:46,050 --> 00:14:47,300 measure all your touch points, 437 00:14:47,360 --> 00:14:50,160 web, call, text, email, in- 438 00:14:50,160 --> 00:14:51,300 person visits, and you can 439 00:14:51,300 --> 00:14:52,280 merge that into one data 440 00:14:52,280 --> 00:14:53,900 platform, and then serve it 441 00:14:53,900 --> 00:14:55,870 up through this integrated customer 442 00:14:55,870 --> 00:14:57,640 contact center, you get the 443 00:14:57,640 --> 00:14:59,560 opportunity then to do customization and drive 444 00:14:59,560 --> 00:15:00,660 analytics on top of it. 445 00:15:00,720 --> 00:15:01,450 I'll just call out a 446 00:15:01,450 --> 00:15:03,090 couple of these. The first, the 447 00:15:03,090 --> 00:15:05,750 multichannel, omnichannel is an amazing 448 00:15:05,750 --> 00:15:07,030 experience for us. We've been 449 00:15:07,030 --> 00:15:09,020 able to capture and streamline 450 00:15:09,020 --> 00:15:10,940 templates that we offer up 451 00:15:10,940 --> 00:15:12,370 online and in our call 452 00:15:12,370 --> 00:15:14,740 centers, so that we've reduced 453 00:15:14,740 --> 00:15:17,300 the volume of options for 454 00:15:17,430 --> 00:15:18,500 how do we segment and 455 00:15:18,500 --> 00:15:20,200 triage different questions that come 456 00:15:20,200 --> 00:15:21,190 into our call center? That's 457 00:15:21,190 --> 00:15:23,140 really important. Again, the more 458 00:15:23,140 --> 00:15:24,610 efficient that triage and path 459 00:15:24,610 --> 00:15:26,500 to success is, the better 460 00:15:26,500 --> 00:15:27,380 that experience is going to be for the customer. 461 00:15:28,520 --> 00:15:30,680 That omni- channel multichannel support 462 00:15:30,960 --> 00:15:32,430 that wherever the customer touches 463 00:15:32,430 --> 00:15:33,050 us, we can put it 464 00:15:33,050 --> 00:15:34,160 into the same data environments 465 00:15:34,510 --> 00:15:35,820 and drive a triaged process 466 00:15:35,820 --> 00:15:39,520 off of that, very, very important for that experience. The 467 00:15:39,520 --> 00:15:40,680 second thing I'll say is 468 00:15:40,770 --> 00:15:41,480 we're doing a lot more 469 00:15:41,480 --> 00:15:43,160 virtual agent and agent assist 470 00:15:43,160 --> 00:15:44,630 type work, which is, if 471 00:15:44,630 --> 00:15:45,950 we can do analytics on 472 00:15:45,950 --> 00:15:47,010 top of the data to see 473 00:15:47,010 --> 00:15:48,400 where the majority of questions 474 00:15:48,400 --> 00:15:49,770 are coming in, we can 475 00:15:49,770 --> 00:15:52,360 then proactively provide solutions through 476 00:15:52,360 --> 00:15:54,640 this virtual agent business work. One of 477 00:15:55,310 --> 00:15:56,470 the scenarios on the poll 478 00:15:56,470 --> 00:15:58,070 questions earlier was about increasing 479 00:15:58,070 --> 00:15:59,770 costs that are related to 480 00:15:59,770 --> 00:16:01,630 a call center. Doing virtual 481 00:16:01,630 --> 00:16:03,450 work and leveraging smarter bot 482 00:16:03,670 --> 00:16:05,310 infrastructure on top of Genesys 483 00:16:05,310 --> 00:16:06,910 as a contact management platform 484 00:16:06,970 --> 00:16:09,350 really helps you reduce that 485 00:16:09,350 --> 00:16:11,010 overhead required to run a 486 00:16:11,010 --> 00:16:12,350 cost center, because you're able 487 00:16:12,350 --> 00:16:12,620 to do a lot of 488 00:16:12,960 --> 00:16:14,250 this leveraging the technology and 489 00:16:14,300 --> 00:16:15,790 analytics that are in place. 490 00:16:16,700 --> 00:16:17,430 Then the final thing I 491 00:16:17,430 --> 00:16:19,120 would say is repeat caller. 492 00:16:19,660 --> 00:16:21,670 We all have that experience of a 493 00:16:21,670 --> 00:16:22,960 repeat caller. I'm a repeat 494 00:16:22,960 --> 00:16:25,030 caller on some services that I 495 00:16:25,030 --> 00:16:26,950 have questions on. Being able 496 00:16:26,950 --> 00:16:27,820 to make sure that the 497 00:16:27,820 --> 00:16:29,930 personalized experience of that repeat caller, 498 00:16:29,930 --> 00:16:30,700 that we know what they 499 00:16:30,700 --> 00:16:32,310 called about last month, that 500 00:16:32,310 --> 00:16:33,500 we understand when they had 501 00:16:33,500 --> 00:16:34,550 a great experience with us, 502 00:16:34,950 --> 00:16:36,350 what was the actual triage 503 00:16:36,350 --> 00:16:38,530 process? What was the decision 504 00:16:38,530 --> 00:16:39,430 tree that got them to 505 00:16:39,430 --> 00:16:40,600 a specific agent that was 506 00:16:40,840 --> 00:16:41,640 able to address their question? 507 00:16:41,640 --> 00:16:44,410 We can take those as 508 00:16:44,410 --> 00:16:45,900 an individual case by case 509 00:16:45,900 --> 00:16:48,300 basis, leverage the Genesys platform 510 00:16:48,300 --> 00:16:49,660 powered by Azure to actually 511 00:16:49,660 --> 00:16:51,440 drive analytics and workflow on 512 00:16:51,440 --> 00:16:52,560 top of that so that we 513 00:16:52,560 --> 00:16:54,100 can then customize that path 514 00:16:54,100 --> 00:16:56,160 for that individual. We know 515 00:16:56,160 --> 00:16:57,440 they're coming in, we know 516 00:16:57,440 --> 00:16:59,090 their information, we know what 517 00:16:59,090 --> 00:17:00,180 they've had questions on or 518 00:17:00,180 --> 00:17:01,490 concerns on, or they've given 519 00:17:01,490 --> 00:17:03,250 us even confidence in the 520 00:17:03,250 --> 00:17:04,780 past, and we can curate 521 00:17:05,010 --> 00:17:06,640 an individual experience on top 522 00:17:06,640 --> 00:17:08,170 of the platform that is 523 00:17:08,170 --> 00:17:09,940 invisible to them. They just 524 00:17:09,940 --> 00:17:11,110 know that they call and 525 00:17:11,110 --> 00:17:12,840 they get, " Hi. Welcome, David. 526 00:17:13,050 --> 00:17:14,150 Last time you called about 527 00:17:14,150 --> 00:17:16,160 billing. Did a similar situation 528 00:17:16,160 --> 00:17:17,050 happened this month, or would 529 00:17:17,050 --> 00:17:18,100 you like to discuss something 530 00:17:18,100 --> 00:17:20,300 different?" Something that's simple with 531 00:17:20,300 --> 00:17:21,570 making sure that we can address 532 00:17:21,570 --> 00:17:23,310 repeat callers as true repeat 533 00:17:23,310 --> 00:17:26,170 customers into our platform helps alleviate 534 00:17:26,170 --> 00:17:27,050 the stress of having to 535 00:17:27,050 --> 00:17:28,070 call in and start that 536 00:17:28,070 --> 00:17:29,140 process all over again for 537 00:17:29,140 --> 00:17:30,390 a lot of people. Those 538 00:17:30,390 --> 00:17:31,830 are just three examples of 539 00:17:31,830 --> 00:17:32,580 where we've been able to 540 00:17:32,580 --> 00:17:34,160 take the Genesys platform and 541 00:17:34,160 --> 00:17:35,930 drive some specific innovation and analytics 542 00:17:36,200 --> 00:17:37,300 on top of it to 543 00:17:37,300 --> 00:17:38,470 build up that workflow and 544 00:17:38,470 --> 00:17:40,230 subject matter expertise, and then 545 00:17:40,230 --> 00:17:42,170 obviously increased customer loyalty through 546 00:17:42,170 --> 00:17:44,940 the platform. Right. To me, 547 00:17:45,160 --> 00:17:46,520 David, especially your third point, 548 00:17:46,640 --> 00:17:48,850 really brings forward the power 549 00:17:48,850 --> 00:17:51,300 of having that context. You 550 00:17:51,300 --> 00:17:52,530 have the context of what 551 00:17:52,530 --> 00:17:54,010 they had done before, they're 552 00:17:54,010 --> 00:17:56,370 here again, just taking that 553 00:17:56,370 --> 00:17:58,210 data and making it actionable 554 00:17:58,560 --> 00:18:00,020 to make it back to 555 00:18:00,020 --> 00:18:02,570 the personalized experience. That's really 556 00:18:02,940 --> 00:18:04,820 the magic behind the scene 557 00:18:04,920 --> 00:18:06,260 of how all that works. 558 00:18:06,720 --> 00:18:07,770 Yeah. I would add to 559 00:18:07,770 --> 00:18:09,870 that, this isn't just about, hey, can we 560 00:18:09,870 --> 00:18:11,650 do this faster? There's real 561 00:18:11,650 --> 00:18:13,240 hard metrics involved here. We're 562 00:18:13,240 --> 00:18:15,030 talking about hundreds of thousands of 563 00:18:15,030 --> 00:18:16,270 touch points with customers on 564 00:18:16,270 --> 00:18:18,420 a daily basis. How do 565 00:18:18,420 --> 00:18:20,700 we save money from customer 566 00:18:20,700 --> 00:18:22,810 support and that triage process? 567 00:18:23,050 --> 00:18:24,440 How do we increase the 568 00:18:24,440 --> 00:18:26,270 average revenue per customer that 569 00:18:26,270 --> 00:18:27,680 comes into our support center? 570 00:18:29,180 --> 00:18:30,230 We're Microsoft so we have to 571 00:18:30,230 --> 00:18:31,950 have metrics behind everything. We've 572 00:18:31,950 --> 00:18:33,450 been able to save millions 573 00:18:33,450 --> 00:18:35,440 of dollars in cost savings 574 00:18:35,440 --> 00:18:36,990 within our customer support center. 575 00:18:37,200 --> 00:18:38,640 We've been able to triple, 576 00:18:38,910 --> 00:18:40,170 in some scenarios in some 577 00:18:40,170 --> 00:18:42,360 product lines, our revenue potential 578 00:18:42,360 --> 00:18:43,640 out of a customer by 579 00:18:43,640 --> 00:18:44,880 just having a better customer 580 00:18:44,880 --> 00:18:47,180 support experience. If you think about 581 00:18:47,610 --> 00:18:49,480 a global footprint like Microsoft 582 00:18:49,480 --> 00:18:51,810 has with tens of thousands 583 00:18:51,810 --> 00:18:53,140 of properties that are touching 584 00:18:53,140 --> 00:18:55,390 different customers in different mechanisms, 585 00:18:55,780 --> 00:18:57,060 getting that all into one 586 00:18:57,060 --> 00:18:58,410 integrated platform and in an 587 00:18:58,410 --> 00:18:59,950 efficient way, that's safe and 588 00:18:59,950 --> 00:19:01,460 secure, and then being able 589 00:19:01,460 --> 00:19:02,670 to drive this, again, not 590 00:19:02,670 --> 00:19:03,830 as a cost center, but 591 00:19:03,830 --> 00:19:04,870 as a profit center for 592 00:19:04,870 --> 00:19:06,350 the company, that has been 593 00:19:06,350 --> 00:19:08,210 a remarkable transformation that we've 594 00:19:08,210 --> 00:19:09,440 experienced with Genesys over the 595 00:19:09,440 --> 00:19:11,020 past couple of years. Right. 596 00:19:11,080 --> 00:19:11,590 Because it always felt like 597 00:19:11,590 --> 00:19:12,860 in the past, the reality 598 00:19:12,860 --> 00:19:13,850 was always that some of 599 00:19:13,850 --> 00:19:15,580 those things were mutually exclusive. 600 00:19:15,820 --> 00:19:17,070 I could only save money 601 00:19:17,160 --> 00:19:19,010 if I decreased my customer 602 00:19:19,010 --> 00:19:20,900 experience, or I could only 603 00:19:20,900 --> 00:19:22,760 increase revenue if I spent 604 00:19:22,760 --> 00:19:24,130 more, and really the scenario 605 00:19:24,130 --> 00:19:25,470 you are talking about is 606 00:19:25,660 --> 00:19:27,210 it really is the best 607 00:19:27,210 --> 00:19:30,540 of both. Excellent. On that, I'm 608 00:19:30,540 --> 00:19:32,270 going to take us to 609 00:19:32,270 --> 00:19:35,910 our next poll question. This 610 00:19:35,910 --> 00:19:37,740 time, what we're curious about, 611 00:19:38,080 --> 00:19:38,590 for the folks that are 612 00:19:38,590 --> 00:19:41,520 participating is, which of this 613 00:19:41,520 --> 00:19:43,370 best describes your current contact 614 00:19:43,370 --> 00:19:46,090 center environment. There's a hint 615 00:19:46,090 --> 00:19:47,240 here is, this is where 616 00:19:47,240 --> 00:19:48,620 we are heading to the 617 00:19:48,770 --> 00:19:51,360 next topic. But really, we'd 618 00:19:51,360 --> 00:19:53,050 like to know where your 619 00:19:54,010 --> 00:19:55,950 current reality is. We know 620 00:19:55,950 --> 00:19:57,420 what all this technology first 621 00:19:57,420 --> 00:19:59,910 came about. The only way 622 00:19:59,910 --> 00:20:01,390 to consume was on premise, 623 00:20:01,390 --> 00:20:03,670 and certainly for, especially very 624 00:20:03,670 --> 00:20:06,790 large organizations, that is certainly 625 00:20:07,740 --> 00:20:09,340 still reality and still make 626 00:20:09,340 --> 00:20:11,080 sense. There are some that 627 00:20:11,080 --> 00:20:12,450 are in that in between 628 00:20:12,450 --> 00:20:14,360 and others that are fully 629 00:20:14,360 --> 00:20:16,640 cloud. Just curious as to 630 00:20:16,640 --> 00:20:19,600 where this audience stands with 631 00:20:19,600 --> 00:20:21,440 that. Let me jump to 632 00:20:22,210 --> 00:20:25,220 the results. All right. There 633 00:20:25,230 --> 00:20:26,590 we go. We have, over 634 00:20:26,590 --> 00:20:27,910 half that are still on 635 00:20:27,910 --> 00:20:31,320 prem, a good 30% still 636 00:20:31,320 --> 00:20:33,410 in between, and about 10% 637 00:20:33,410 --> 00:20:35,270 better that are on cloud. 638 00:20:35,410 --> 00:20:38,200 Excellent. With that, I am 639 00:20:38,200 --> 00:20:39,520 going to introduce our next 640 00:20:39,520 --> 00:20:41,530 topic, which is moving your 641 00:20:41,530 --> 00:20:43,530 context center to the cloud. 642 00:20:44,180 --> 00:20:45,880 Again, given just the poll 643 00:20:45,880 --> 00:20:48,980 result is certainly apropos for 644 00:20:48,980 --> 00:20:49,610 the folks that we have 645 00:20:49,610 --> 00:20:52,060 participating. On this one, David, if 646 00:20:52,060 --> 00:20:53,190 you'd like to start out. 647 00:20:54,010 --> 00:20:56,030 Yeah, it's interesting. Obviously, Microsoft 648 00:20:56,030 --> 00:20:57,350 has been in the on 649 00:20:57,350 --> 00:20:59,230 premises software world for a 650 00:20:59,230 --> 00:21:00,220 pretty long time. We've got 651 00:21:00,220 --> 00:21:02,410 a reasonable track record with 652 00:21:02,410 --> 00:21:04,700 companies in different geographies, different 653 00:21:04,700 --> 00:21:07,630 industries of delivering products on 654 00:21:07,630 --> 00:21:09,310 premises. We obviously believe in 655 00:21:09,310 --> 00:21:10,220 that model, we know we've 656 00:21:10,220 --> 00:21:11,790 worked at that model. What 657 00:21:11,790 --> 00:21:13,550 we've been able to see 658 00:21:13,550 --> 00:21:17,380 with this, frankly explosion, of 659 00:21:17,380 --> 00:21:19,710 data collection points, touch points 660 00:21:19,990 --> 00:21:21,360 is we've seen a need 661 00:21:21,360 --> 00:21:22,980 of greater scale and flexibility, 662 00:21:22,980 --> 00:21:23,980 which is why a lot 663 00:21:23,980 --> 00:21:25,160 of customers are starting to 664 00:21:25,160 --> 00:21:27,010 evaluate and even implement cloud- 665 00:21:27,010 --> 00:21:30,540 based technologies. I understand the 666 00:21:30,540 --> 00:21:32,290 concern there. If you've managed 667 00:21:32,290 --> 00:21:33,450 something within your own data 668 00:21:33,450 --> 00:21:34,450 center or your own IT 669 00:21:34,540 --> 00:21:36,070 environment, and then trying to 670 00:21:36,070 --> 00:21:38,390 move into somebody else's management 671 00:21:38,480 --> 00:21:39,960 infrastructure, it can be a 672 00:21:39,960 --> 00:21:41,430 little bit concerning. That's why 673 00:21:41,430 --> 00:21:43,270 we do see a lot 674 00:21:43,270 --> 00:21:44,440 of companies trying to do 675 00:21:44,440 --> 00:21:46,400 both, which is stick a 676 00:21:46,400 --> 00:21:47,570 toe in the water on 677 00:21:47,570 --> 00:21:48,810 what I should and how 678 00:21:48,810 --> 00:21:51,130 I should move technologies into 679 00:21:51,130 --> 00:21:53,820 the hybrid, or into the cloud 680 00:21:53,820 --> 00:21:55,280 environment while I still maintain 681 00:21:55,280 --> 00:21:57,180 some functions and features on 682 00:21:57,180 --> 00:22:00,620 premises. From our perspective, obviously 683 00:22:00,620 --> 00:22:01,810 Microsoft is here to support 684 00:22:01,810 --> 00:22:02,960 both of those scenarios, which 685 00:22:02,960 --> 00:22:03,910 is why our partnership with 686 00:22:03,910 --> 00:22:04,960 a company like Genesys has 687 00:22:04,960 --> 00:22:06,150 been so valuable to us. 688 00:22:06,420 --> 00:22:07,160 We know we've got a 689 00:22:07,160 --> 00:22:09,380 lot of on premises customers 690 00:22:09,380 --> 00:22:10,660 that need value out of 691 00:22:10,660 --> 00:22:12,220 a customer contact center, but 692 00:22:12,220 --> 00:22:13,100 we also know that the 693 00:22:13,100 --> 00:22:15,600 need and the volume, as 694 00:22:15,600 --> 00:22:17,810 well as that personalized experience, we 695 00:22:17,810 --> 00:22:19,020 need to be able to scale that. We 696 00:22:19,250 --> 00:22:22,170 need to do that in a secure data- driven approach. 697 00:22:22,630 --> 00:22:23,700 Because of the volume of 698 00:22:23,700 --> 00:22:25,460 touches, the volume of information that we're 699 00:22:25,460 --> 00:22:27,010 trying to exchange, that's why 700 00:22:27,010 --> 00:22:27,930 we see more and more 701 00:22:27,930 --> 00:22:30,200 hybrid implementations where you're doing 702 00:22:30,200 --> 00:22:31,490 some stuff on premises, but 703 00:22:31,480 --> 00:22:33,510 you're also starting to experience 704 00:22:34,020 --> 00:22:34,650 and use a little bit 705 00:22:34,810 --> 00:22:36,330 more functionality within the cloud. 706 00:22:36,800 --> 00:22:37,880 I know from our perspective, 707 00:22:37,880 --> 00:22:38,610 we obviously meet with a 708 00:22:38,610 --> 00:22:40,470 lot of CTOs and CIOs across the 709 00:22:40,470 --> 00:22:42,540 business. Hybrid has always been 710 00:22:42,540 --> 00:22:43,330 a key focus of their 711 00:22:43,330 --> 00:22:44,430 strategy. In fact, I don't 712 00:22:44,430 --> 00:22:46,360 know of one CTO or 713 00:22:46,440 --> 00:22:47,700 CIO that I've met in 714 00:22:47,700 --> 00:22:48,710 the past 10 years that 715 00:22:48,730 --> 00:22:49,670 has said, " Hey, I'm not 716 00:22:49,670 --> 00:22:50,850 interested in any cloud at 717 00:22:50,850 --> 00:22:52,260 all, but I'm also not 718 00:22:52,260 --> 00:22:53,880 going a hundred percent in 719 00:22:53,880 --> 00:22:56,070 on cloud workloads." I think 720 00:22:56,070 --> 00:22:57,020 it's a matter of what 721 00:22:57,020 --> 00:22:58,240 are you comfortable with, how 722 00:22:58,240 --> 00:22:59,400 can you prove out a 723 00:22:59,400 --> 00:23:01,470 construct, how can you make 724 00:23:01,470 --> 00:23:02,360 sure that you still have 725 00:23:02,360 --> 00:23:05,240 control over IT, but you can leverage 726 00:23:05,240 --> 00:23:07,560 somebody else's scale and security 727 00:23:07,560 --> 00:23:08,600 models, which is where we're 728 00:23:08,600 --> 00:23:10,120 seeing it. We're seeing more 729 00:23:10,120 --> 00:23:11,710 and more applications that are 730 00:23:11,710 --> 00:23:13,020 being run virtually or in 731 00:23:13,020 --> 00:23:15,670 a public cloud scenario. You'll 732 00:23:15,670 --> 00:23:17,840 see this, there's a hybrid 733 00:23:17,910 --> 00:23:19,410 approach here that's the majority. 734 00:23:19,410 --> 00:23:20,490 This slide right here is 735 00:23:20,490 --> 00:23:22,520 around 70% of people are 736 00:23:22,520 --> 00:23:24,010 pushing that as a primary 737 00:23:24,780 --> 00:23:27,370 strategy, but there's a little bit of a difference there 738 00:23:27,370 --> 00:23:28,790 between a private cloud versus 739 00:23:28,790 --> 00:23:29,820 something that you're hosting on 740 00:23:29,820 --> 00:23:31,330 your own versus a public 741 00:23:31,330 --> 00:23:34,440 cloud. You see the gigantic 742 00:23:34,440 --> 00:23:35,650 upswing in the past five 743 00:23:35,650 --> 00:23:37,130 years of public cloud adoption. 744 00:23:37,520 --> 00:23:38,960 The reason for that is, 745 00:23:38,960 --> 00:23:40,570 frankly, is about investment in 746 00:23:40,570 --> 00:23:42,500 the platform. I always have 747 00:23:42,500 --> 00:23:44,580 this conversation with CIOs that are 748 00:23:44,580 --> 00:23:45,810 nervous about moving into the 749 00:23:45,810 --> 00:23:47,280 cloud. I always ask them 750 00:23:47,280 --> 00:23:48,960 if they think that their 751 00:23:48,960 --> 00:23:50,450 company is investing more in R&D 752 00:23:51,160 --> 00:23:52,470 or security than a company 753 00:23:52,470 --> 00:23:55,300 like Microsoft would. We spend 754 00:23:55,500 --> 00:23:56,810 tens of billions of dollars 755 00:23:56,810 --> 00:23:58,420 a year in our infrastructure 756 00:23:58,620 --> 00:23:59,490 to make sure that it's 757 00:23:59,490 --> 00:24:01,270 secure, it's reliable and it's 758 00:24:01,280 --> 00:24:02,930 scalable, and it offers up 759 00:24:02,930 --> 00:24:04,700 services that then you can 760 00:24:04,700 --> 00:24:07,290 try, with a really low 761 00:24:07,290 --> 00:24:09,630 touch, efficient, quick mechanism, as 762 00:24:09,630 --> 00:24:10,830 opposed to having to buy, 763 00:24:10,830 --> 00:24:12,400 instead of new infrastructure on 764 00:24:12,400 --> 00:24:14,200 your own. That ability to 765 00:24:14,200 --> 00:24:16,000 leverage somebody else's scale in 766 00:24:16,000 --> 00:24:17,780 a quick format to do 767 00:24:18,120 --> 00:24:20,520 innovation and development work directly 768 00:24:20,520 --> 00:24:21,610 without having to purchase new 769 00:24:21,610 --> 00:24:24,110 hardware is one of the key benefits 770 00:24:24,190 --> 00:24:27,410 of the cloud. David, oh, 771 00:24:27,410 --> 00:24:30,700 sorry. Go ahead. to say that 772 00:24:30,920 --> 00:24:33,750 that is exactly the conversations 773 00:24:34,140 --> 00:24:35,670 we're having as well. It's 774 00:24:35,670 --> 00:24:37,100 actually one of our core 775 00:24:37,100 --> 00:24:38,610 pillars of our strategy, is 776 00:24:38,610 --> 00:24:40,130 to support our large premise 777 00:24:40,130 --> 00:24:43,240 number of customers to adopt 778 00:24:43,640 --> 00:24:46,720 and access innovation delivered through 779 00:24:46,720 --> 00:24:49,040 the cloud. That hybrid strategy 780 00:24:49,360 --> 00:24:51,210 of being able to access 781 00:24:51,210 --> 00:24:53,360 innovation in the cloud that 782 00:24:53,360 --> 00:24:54,680 Microsoft and Genesys are bringing 783 00:24:54,680 --> 00:24:56,940 together on Azure at the 784 00:24:56,940 --> 00:24:58,810 same time, helping them with 785 00:24:58,810 --> 00:25:00,580 a pathway so they can 786 00:25:00,660 --> 00:25:03,370 leverage their current investment on 787 00:25:03,370 --> 00:25:06,210 premise and phase and access 788 00:25:06,210 --> 00:25:07,990 today, but more importantly, have 789 00:25:07,990 --> 00:25:09,260 a pathway to move further 790 00:25:09,260 --> 00:25:10,970 into the cloud as their 791 00:25:11,960 --> 00:25:14,370 company needs and requirements change. 792 00:25:15,510 --> 00:25:18,180 That's exactly right. Everybody should 793 00:25:18,270 --> 00:25:19,320 be asking why cloud, and 794 00:25:19,320 --> 00:25:20,220 the number one thing is going to 795 00:25:20,220 --> 00:25:21,940 be scale. It's going to be scale 796 00:25:21,940 --> 00:25:23,340 and velocity in the market. 797 00:25:23,590 --> 00:25:24,690 You can spin up a 798 00:25:24,690 --> 00:25:27,340 cloud service much more, easily, 799 00:25:27,340 --> 00:25:29,890 cheaper, more efficient with greater 800 00:25:29,890 --> 00:25:32,240 integration quicker than you can 801 00:25:32,240 --> 00:25:33,360 build out in your own 802 00:25:33,360 --> 00:25:34,350 data center or your own 803 00:25:34,350 --> 00:25:35,970 on premises environment. As you 804 00:25:35,970 --> 00:25:37,630 think about a ton of 805 00:25:37,630 --> 00:25:38,470 data that needs to be 806 00:25:38,470 --> 00:25:39,410 processed, do you want to 807 00:25:39,410 --> 00:25:41,530 configure create, procure a server, 808 00:25:41,530 --> 00:25:42,070 or do you want to 809 00:25:42,070 --> 00:25:43,990 leverage somebody else's servers? The 810 00:25:43,990 --> 00:25:45,600 process turns it down from 811 00:25:45,600 --> 00:25:46,840 a month long to set 812 00:25:46,840 --> 00:25:48,110 the IT environment up to 813 00:25:48,110 --> 00:25:49,790 literally a process that you could 814 00:25:49,790 --> 00:25:53,050 implement in five minutes with 815 00:25:53,050 --> 00:25:55,640 much greater efficiency. The other 816 00:25:55,640 --> 00:25:56,510 thing that I always talk 817 00:25:56,510 --> 00:25:57,840 about with the cloud and something 818 00:25:57,840 --> 00:25:59,270 like a public cloud environment 819 00:25:59,270 --> 00:26:00,840 like Azure, being that we're 820 00:26:00,840 --> 00:26:02,530 the number one global provider 821 00:26:02,530 --> 00:26:03,860 of cloud services, we're in 822 00:26:03,920 --> 00:26:06,500 all of these different geographic locations, 823 00:26:06,510 --> 00:26:08,340 we've got data centers. We 824 00:26:08,340 --> 00:26:10,270 really believe in three fundamental 825 00:26:10,360 --> 00:26:12,060 scenarios. The first is about 826 00:26:12,060 --> 00:26:14,610 security. We are known as 827 00:26:14,610 --> 00:26:17,160 an enterprise company. The data 828 00:26:17,160 --> 00:26:18,820 and how we treat and manage 829 00:26:18,820 --> 00:26:20,340 the data is secure and 830 00:26:20,340 --> 00:26:21,880 companies rely on that. At the end of 831 00:26:22,170 --> 00:26:22,870 the day, if they have 832 00:26:22,870 --> 00:26:24,790 a data breach, that's a 833 00:26:25,070 --> 00:26:27,410 huge customer loyalty dissatisfaction issue. 834 00:26:28,070 --> 00:26:29,160 Oftentimes, we're seeing a lot 835 00:26:29,160 --> 00:26:30,380 of companies migrate to Azure 836 00:26:30,380 --> 00:26:31,450 just because they want to 837 00:26:31,450 --> 00:26:32,240 make sure that they've got 838 00:26:32,240 --> 00:26:34,100 best in class security processes 839 00:26:34,480 --> 00:26:35,680 and they've got best in 840 00:26:35,900 --> 00:26:39,120 class access management processes that 841 00:26:39,120 --> 00:26:41,020 they're able to enable. The 842 00:26:41,250 --> 00:26:42,950 second thing is around compliance. 843 00:26:43,350 --> 00:26:44,420 There are so many different 844 00:26:44,420 --> 00:26:45,600 international buyers. Now, if I 845 00:26:45,600 --> 00:26:47,120 think about companies and how 846 00:26:47,120 --> 00:26:48,320 people are interacting with their 847 00:26:48,320 --> 00:26:50,180 platform, it's no longer just 848 00:26:50,180 --> 00:26:52,960 a small geographic footprint. The 849 00:26:52,960 --> 00:26:53,960 goal of every company is to 850 00:26:54,050 --> 00:26:55,740 have a global user base 851 00:26:55,740 --> 00:26:59,020 or customer base. Companies interacting 852 00:26:59,020 --> 00:27:00,440 or customers interacting with your 853 00:27:00,450 --> 00:27:04,190 product across multiple locations, really, 854 00:27:04,190 --> 00:27:06,360 really important, as you think 855 00:27:06,360 --> 00:27:08,020 about, are we meeting local 856 00:27:08,030 --> 00:27:09,870 compliancy requirements, or whatever that 857 00:27:09,870 --> 00:27:11,030 government is or whatever that 858 00:27:11,030 --> 00:27:13,350 reporting agency is. Microsoft has 859 00:27:13,350 --> 00:27:15,770 all kinds of compliancy certifications. 860 00:27:15,950 --> 00:27:17,510 Think about healthcare and federal 861 00:27:17,510 --> 00:27:20,710 scenarios and international trade scenarios. 862 00:27:21,520 --> 00:27:22,500 Our data center and how 863 00:27:22,500 --> 00:27:24,270 we treat, manage, protect and 864 00:27:24,270 --> 00:27:26,410 secure data is compliant across 865 00:27:26,410 --> 00:27:29,100 all of those scenarios. The third 866 00:27:29,100 --> 00:27:29,960 scenario, I would say it's 867 00:27:29,960 --> 00:27:32,640 truly about scalability and reliability. 868 00:27:32,730 --> 00:27:34,290 We're a global footprint, obviously 869 00:27:34,290 --> 00:27:35,130 you see a slide here 870 00:27:35,130 --> 00:27:35,930 with some of our data 871 00:27:35,930 --> 00:27:38,300 center footprints, but I'll give 872 00:27:38,300 --> 00:27:39,590 you the perfect example of 873 00:27:39,590 --> 00:27:41,350 why customers and partners are 874 00:27:41,350 --> 00:27:42,260 moving more and more of 875 00:27:42,260 --> 00:27:43,630 their infrastructure to the cloud. 876 00:27:44,030 --> 00:27:45,000 I'd love to say it's 877 00:27:45,410 --> 00:27:46,520 always because of the work 878 00:27:46,520 --> 00:27:47,780 that we're doing, obviously with 879 00:27:47,780 --> 00:27:50,410 our investments and infrastructure, but 880 00:27:50,410 --> 00:27:52,040 it also relies on the fact that there are a 881 00:27:52,040 --> 00:27:53,070 ton of other companies that 882 00:27:53,070 --> 00:27:54,140 are doing the exact same 883 00:27:54,140 --> 00:27:56,400 thing. The access to actually 884 00:27:56,400 --> 00:27:58,420 integrate your product and what 885 00:27:58,420 --> 00:28:00,220 you're doing with other products 886 00:28:00,220 --> 00:28:01,560 that are in Azure. That 887 00:28:01,560 --> 00:28:04,190 integration and scalability through the whole 888 00:28:04,190 --> 00:28:06,250 partner and product ecosystem becomes 889 00:28:06,250 --> 00:28:07,990 much more easier. If you 890 00:28:07,990 --> 00:28:09,550 think about customers wanting to 891 00:28:09,550 --> 00:28:11,490 know who you are, have 892 00:28:11,490 --> 00:28:13,830 that personalized experience, they don't just 893 00:28:14,060 --> 00:28:14,960 want it in your platform, 894 00:28:15,280 --> 00:28:16,030 they want it in every 895 00:28:16,030 --> 00:28:19,160 platform, and they would love to see that integration happening, and the 896 00:28:19,160 --> 00:28:20,740 cloud breaks those barriers down, 897 00:28:20,740 --> 00:28:22,390 where you can actually implement 898 00:28:22,440 --> 00:28:24,310 a product, be integrated on a public 899 00:28:24,660 --> 00:28:25,780 cloud, and they get access 900 00:28:25,780 --> 00:28:27,050 to other ISVs or other 901 00:28:27,050 --> 00:28:28,550 products that you then can 902 00:28:28,550 --> 00:28:30,250 have a seamless experience going 903 00:28:30,250 --> 00:28:31,990 in between with, and I think that's really the 904 00:28:31,990 --> 00:28:33,860 benefit that we've seen with Genesys and 905 00:28:33,860 --> 00:28:35,340 Azure. A user can pop 906 00:28:35,340 --> 00:28:37,250 into an Office 365 account, 907 00:28:37,620 --> 00:28:38,790 but then can immediately go 908 00:28:38,790 --> 00:28:40,900 into their Genesys platform, and all 909 00:28:41,000 --> 00:28:42,140 of their credentials, who they 910 00:28:42,140 --> 00:28:43,750 work for, what their organization 911 00:28:43,750 --> 00:28:45,180 is, is replicated in that 912 00:28:45,180 --> 00:28:46,910 exact same environment. That's the 913 00:28:46,910 --> 00:28:48,530 power of cloud scalability and 914 00:28:48,530 --> 00:28:49,360 how we want to integrate 915 00:28:49,360 --> 00:28:52,140 across different products. The final 916 00:28:52,140 --> 00:28:53,880 thing I would say on the 917 00:28:53,880 --> 00:28:55,770 power of Azure is this 918 00:28:56,110 --> 00:28:58,410 foundation at scale, to make 919 00:28:58,410 --> 00:29:00,210 sure that we're secure. We've 920 00:29:00,210 --> 00:29:01,870 got the physical data center, 921 00:29:01,950 --> 00:29:03,250 we've got this global cloud 922 00:29:03,250 --> 00:29:04,560 infrastructure out there, and then 923 00:29:04,560 --> 00:29:06,210 we've got this operational security 924 00:29:06,210 --> 00:29:08,210 that happens at the forefront. 925 00:29:08,700 --> 00:29:10,980 When we were first launching 926 00:29:10,980 --> 00:29:13,240 our cloud footprint, several years 927 00:29:13,240 --> 00:29:14,640 ago, we didn't have data 928 00:29:14,640 --> 00:29:16,680 centers in every geographic location. 929 00:29:17,490 --> 00:29:19,480 The latency or the availability 930 00:29:19,480 --> 00:29:21,210 of data getting to you 931 00:29:21,210 --> 00:29:22,440 at the local environment was 932 00:29:22,440 --> 00:29:23,640 very challenging. If you think about 933 00:29:23,990 --> 00:29:24,960 that as a customer contact 934 00:29:24,960 --> 00:29:26,470 center, you can't really log 935 00:29:26,470 --> 00:29:27,870 into a customer profile and 936 00:29:27,870 --> 00:29:29,320 then watch that spinning wheel 937 00:29:29,320 --> 00:29:30,390 while you're trying to pull 938 00:29:30,390 --> 00:29:33,010 data across geographic time zones. 939 00:29:33,310 --> 00:29:34,650 Now, because we've got all 940 00:29:34,650 --> 00:29:35,920 these different data centers over 941 00:29:35,920 --> 00:29:37,610 a hundred now worldwide, and 942 00:29:37,610 --> 00:29:39,310 because we're replicating backup data 943 00:29:39,310 --> 00:29:40,780 in a constant basis between 944 00:29:40,780 --> 00:29:42,700 data centers, you always have 945 00:29:42,740 --> 00:29:45,400 super high availability scenarios where 946 00:29:45,400 --> 00:29:47,850 data and customer experiences are seamless 947 00:29:48,040 --> 00:29:49,670 and they're connected. You're always 948 00:29:49,670 --> 00:29:52,030 connected to the latest best 949 00:29:52,030 --> 00:29:53,970 in time information about your 950 00:29:53,970 --> 00:29:55,900 customer and your experience. That 951 00:29:55,900 --> 00:29:57,390 not only obviously improves the 952 00:29:57,390 --> 00:29:59,870 customer experience, improves your employee experience 953 00:30:00,700 --> 00:30:01,750 for how they're leveraging the 954 00:30:01,750 --> 00:30:02,830 tools and how they have 955 00:30:02,830 --> 00:30:08,610 access to information. Excellent. With 956 00:30:08,610 --> 00:30:10,580 that, I'm going to move us 957 00:30:10,580 --> 00:30:12,190 to the topic, which is 958 00:30:12,910 --> 00:30:13,970 just one certainly I know 959 00:30:13,970 --> 00:30:14,960 all of us at Genesys are 960 00:30:14,960 --> 00:30:16,780 very proud of, is that 961 00:30:16,860 --> 00:30:19,040 Microsoft is one of our, 962 00:30:19,520 --> 00:30:20,500 by all means, smart key 963 00:30:20,500 --> 00:30:23,070 customers. David, Jeff, I don't 964 00:30:23,070 --> 00:30:23,360 know if you want to 965 00:30:23,360 --> 00:30:24,590 share a little bit about 966 00:30:24,910 --> 00:30:26,730 Microsoft as a Genesys customer. 967 00:30:27,780 --> 00:30:29,030 Yeah. What I will say 968 00:30:29,030 --> 00:30:30,500 is we've used Genesys and 969 00:30:30,500 --> 00:30:32,030 the Genesys platform for years, 970 00:30:32,060 --> 00:30:33,220 and I'll tell you the 971 00:30:33,220 --> 00:30:34,620 three reasons why is one, 972 00:30:34,990 --> 00:30:35,810 it's an all in one 973 00:30:35,810 --> 00:30:37,180 shop, and that's the simplest way 974 00:30:37,660 --> 00:30:38,450 I can put it. It 975 00:30:38,450 --> 00:30:40,940 captures data and touches across 976 00:30:40,940 --> 00:30:43,070 multiple, that omni- channel experience 977 00:30:43,070 --> 00:30:44,160 and helps us aggregate it. 978 00:30:44,900 --> 00:30:47,320 Number two, the customization that 979 00:30:47,320 --> 00:30:48,130 we're allowed to do on 980 00:30:48,130 --> 00:30:50,160 top of that is really important 981 00:30:50,160 --> 00:30:50,900 for us. I talked about some of 982 00:30:51,480 --> 00:30:52,440 the analytics that we can 983 00:30:52,440 --> 00:30:53,910 drive out of Genesys to 984 00:30:53,910 --> 00:30:55,410 figure out better scripting for 985 00:30:55,410 --> 00:30:57,020 the repeat college scenario, as 986 00:30:57,050 --> 00:30:58,390 an example. The fact that 987 00:30:58,390 --> 00:30:59,730 we can leverage the data and 988 00:31:00,100 --> 00:31:01,760 the infrastructure within Genesys to 989 00:31:01,760 --> 00:31:03,570 develop smarter bots and virtual 990 00:31:03,570 --> 00:31:05,890 assistants and virtual agent work 991 00:31:05,890 --> 00:31:07,840 is really, really important. How 992 00:31:07,840 --> 00:31:09,270 we take the Genesys platform 993 00:31:09,270 --> 00:31:11,530 and then can use the analytics and information that 994 00:31:11,530 --> 00:31:13,040 we're capturing there to make 995 00:31:13,040 --> 00:31:14,840 the entire experience ecosystem better 996 00:31:15,370 --> 00:31:16,370 is a lot more valuable 997 00:31:16,370 --> 00:31:18,530 for us. Then number three, 998 00:31:19,090 --> 00:31:20,610 the Genesys platform is secure, 999 00:31:20,830 --> 00:31:22,900 it's reliable, and it actually 1000 00:31:22,900 --> 00:31:24,400 does all the functionality that 1001 00:31:24,400 --> 00:31:25,090 we need it to do. 1002 00:31:25,090 --> 00:31:26,540 If you think about working 1003 00:31:26,540 --> 00:31:29,050 through a customer contact scenarios 1004 00:31:29,050 --> 00:31:30,190 and how we're helping. Yeah, 1005 00:31:30,190 --> 00:31:32,140 we've been a Genesys customer 1006 00:31:32,140 --> 00:31:33,170 for a long time. In 1007 00:31:33,270 --> 00:31:35,120 fact, when I think about the 1008 00:31:35,120 --> 00:31:36,780 volume of activity that we've 1009 00:31:36,780 --> 00:31:38,580 managed through that infrastructure, I 1010 00:31:38,580 --> 00:31:40,500 mean 73 million calls per 1011 00:31:40,500 --> 00:31:41,880 year, by the way, this 1012 00:31:41,880 --> 00:31:44,480 slide is from January. That's 1013 00:31:44,480 --> 00:31:45,510 already up to over 80 1014 00:31:45,510 --> 00:31:46,920 million calls now, is our 1015 00:31:46,920 --> 00:31:48,020 run rate right now per 1016 00:31:48,020 --> 00:31:49,620 year, which is incredible. We 1017 00:31:49,620 --> 00:31:52,680 now train over 32,000 agents 1018 00:31:52,680 --> 00:31:54,500 on an annual basis of 1019 00:31:54,500 --> 00:31:55,750 how they need to support 1020 00:31:55,930 --> 00:31:58,120 and interact with customers. These 1021 00:31:58,120 --> 00:32:00,740 are dispersed across 160 different 1022 00:32:00,740 --> 00:32:02,720 countries with different language and 1023 00:32:02,720 --> 00:32:05,270 localization scenarios. We've got now 1024 00:32:05,270 --> 00:32:07,340 85 call centers that we 1025 00:32:07,340 --> 00:32:09,110 actually take direct integration with 1026 00:32:09,110 --> 00:32:10,750 customers. In fact, one of 1027 00:32:10,750 --> 00:32:12,400 our sales teams is now 1028 00:32:12,400 --> 00:32:13,660 primarily driven out of a 1029 00:32:13,660 --> 00:32:15,500 call center where we're actually 1030 00:32:15,500 --> 00:32:18,230 delivering customer relationships and technology 1031 00:32:18,230 --> 00:32:20,240 pitches through a call center 1032 00:32:20,240 --> 00:32:22,560 infrastructure. How we embed our 1033 00:32:22,560 --> 00:32:24,410 product sales strategy and our 1034 00:32:24,410 --> 00:32:26,280 pricing terms into the Genesys 1035 00:32:26,280 --> 00:32:28,150 platform is another great example 1036 00:32:28,150 --> 00:32:29,650 of being able to leverage 1037 00:32:29,650 --> 00:32:30,770 the information we have on 1038 00:32:30,770 --> 00:32:31,850 customers to drive a more 1039 00:32:31,850 --> 00:32:34,820 personalized experience. We have over 1040 00:32:34,820 --> 00:32:37,410 130,000 individual conversations. Those are 1041 00:32:37,410 --> 00:32:39,100 in person conversations with people. 1042 00:32:39,810 --> 00:32:40,740 If you think about the 1043 00:32:40,740 --> 00:32:41,960 volume of calls that we 1044 00:32:41,960 --> 00:32:42,850 get and how many we 1045 00:32:42,850 --> 00:32:44,240 can solve virtually, it's a 1046 00:32:44,240 --> 00:32:46,490 gigantic number. That's the power 1047 00:32:46,490 --> 00:32:47,860 of again, analytics within the 1048 00:32:47,860 --> 00:32:50,460 platform. The last thing I 1049 00:32:50,460 --> 00:32:51,530 would say about this is, 1050 00:32:52,300 --> 00:32:54,020 we are a huge Genesys 1051 00:32:54,020 --> 00:32:55,310 customer, we've used the platform 1052 00:32:55,310 --> 00:32:56,780 for years. The reason why 1053 00:32:56,780 --> 00:32:57,770 we're so excited and we've 1054 00:32:57,770 --> 00:32:59,130 invested so much into this 1055 00:32:59,130 --> 00:33:00,950 migration into the Azure story 1056 00:33:01,270 --> 00:33:02,490 is specifically because we need 1057 00:33:02,490 --> 00:33:03,990 that scale. We need more 1058 00:33:03,990 --> 00:33:05,250 data, we need more volume, 1059 00:33:05,250 --> 00:33:07,210 we need more integration to 1060 00:33:07,210 --> 00:33:09,090 drive a lot more volume 1061 00:33:09,090 --> 00:33:10,100 in analytics out of that 1062 00:33:10,100 --> 00:33:12,410 platform. I'm ecstatic that we're 1063 00:33:12,410 --> 00:33:14,530 now migrating the on premises 1064 00:33:14,530 --> 00:33:15,700 piece into Azure, so we 1065 00:33:15,700 --> 00:33:17,160 can take care and take 1066 00:33:17,160 --> 00:33:18,760 advantage of all of those advantages 1067 00:33:18,850 --> 00:33:20,210 that public cloud brings while 1068 00:33:20,210 --> 00:33:21,860 still maintaining the experience and 1069 00:33:21,860 --> 00:33:23,300 usability of the Genesys platform. 1070 00:33:24,680 --> 00:33:26,460 Now, thanks David. That, I 1071 00:33:26,460 --> 00:33:28,980 think really highlights, I guess, 1072 00:33:29,060 --> 00:33:30,420 the power of the Genesys 1073 00:33:30,420 --> 00:33:32,330 Engage platform. Now we're taking it to 1074 00:33:32,490 --> 00:33:33,250 the next level to give 1075 00:33:33,250 --> 00:33:35,310 a pathway to a secure 1076 00:33:35,670 --> 00:33:39,140 global and scalable global cloud 1077 00:33:39,140 --> 00:33:41,130 platform like Azure. What we 1078 00:33:41,130 --> 00:33:43,030 see is, it's really providing 1079 00:33:43,030 --> 00:33:46,470 that pathway. Again, that hybrid 1080 00:33:46,470 --> 00:33:48,840 pathway for customers, because one 1081 00:33:48,840 --> 00:33:49,360 of the things that I 1082 00:33:49,360 --> 00:33:50,730 love about the Microsoft story 1083 00:33:50,730 --> 00:33:53,750 with Engage is you've got 1084 00:33:53,900 --> 00:33:55,990 that platform there that you 1085 00:33:55,990 --> 00:33:56,570 have all this out of 1086 00:33:56,570 --> 00:33:58,090 the box capability, but you 1087 00:33:58,090 --> 00:33:59,930 can also craft it, customize 1088 00:33:59,930 --> 00:34:01,380 it and integrate it in 1089 00:34:01,380 --> 00:34:02,610 a way that suits your 1090 00:34:02,610 --> 00:34:06,370 business. You can really maximize 1091 00:34:06,370 --> 00:34:07,300 that investment, but at the 1092 00:34:07,300 --> 00:34:08,750 same time, control the customer 1093 00:34:09,070 --> 00:34:11,320 experience and a great story. 1094 00:34:11,320 --> 00:34:15,300 Thank you. Jeff, that leads 1095 00:34:15,300 --> 00:34:16,840 us actually to... it's our 1096 00:34:16,840 --> 00:34:18,420 segue into the next topic, 1097 00:34:18,420 --> 00:34:20,730 which is taking that personalized 1098 00:34:20,730 --> 00:34:23,110 customer experience and delivering that 1099 00:34:23,110 --> 00:34:25,500 with cloud- based contact center. 1100 00:34:27,280 --> 00:34:32,240 Thanks Bobbi. We've talked about 1101 00:34:32,380 --> 00:34:34,630 the importance of personalization and 1102 00:34:34,630 --> 00:34:36,610 we've talked about the trend 1103 00:34:36,640 --> 00:34:38,380 and obviously the desire about 1104 00:34:38,380 --> 00:34:39,440 moving into the cloud as 1105 00:34:39,440 --> 00:34:40,810 well, but at the same 1106 00:34:40,810 --> 00:34:42,270 time, how do you bring 1107 00:34:42,270 --> 00:34:44,030 that personalization and moving to 1108 00:34:44,030 --> 00:34:44,890 the cloud together at the 1109 00:34:44,890 --> 00:34:49,120 same time? What we see 1110 00:34:49,160 --> 00:34:52,580 is that sophisticated enterprises are 1111 00:34:52,690 --> 00:34:54,100 really looking for some key 1112 00:34:54,100 --> 00:34:55,510 elements that we've already started 1113 00:34:55,510 --> 00:34:56,960 touching on, and that is 1114 00:34:57,160 --> 00:34:58,270 they want to provide that 1115 00:34:58,270 --> 00:35:01,240 great customer experience really, and 1116 00:35:01,240 --> 00:35:02,940 that's across all touch points, 1117 00:35:03,130 --> 00:35:04,300 across all parts of the 1118 00:35:04,300 --> 00:35:06,470 business, no matter who I 1119 00:35:06,480 --> 00:35:08,300 interact with, what I interact 1120 00:35:08,300 --> 00:35:09,620 with, when I interact, and 1121 00:35:09,620 --> 00:35:11,420 how I interact, I want 1122 00:35:12,070 --> 00:35:13,060 you to know me, I 1123 00:35:13,060 --> 00:35:14,410 want you to understand me, 1124 00:35:14,470 --> 00:35:16,640 I want that empathetic connection. 1125 00:35:17,700 --> 00:35:18,460 It's really being able to 1126 00:35:18,460 --> 00:35:20,470 drive those moments of truth. 1127 00:35:20,920 --> 00:35:23,240 The same time, access to 1128 00:35:23,240 --> 00:35:24,720 innovation. We talked about that 1129 00:35:24,720 --> 00:35:28,190 hybrid model in the cloud 1130 00:35:28,610 --> 00:35:30,750 Genesys Engage on Azure is 1131 00:35:30,750 --> 00:35:35,250 developing innovation around the things 1132 00:35:35,250 --> 00:35:36,040 that matter. They're going to 1133 00:35:36,040 --> 00:35:38,390 drive efficiencies and improve that 1134 00:35:38,390 --> 00:35:41,120 personalization. Really, at the end 1135 00:35:41,120 --> 00:35:42,370 of the day, provide that 1136 00:35:42,380 --> 00:35:45,340 customer experience. That's utilizing technologies around 1137 00:35:45,340 --> 00:35:47,730 AI, machine learning, creating those 1138 00:35:47,730 --> 00:35:49,270 self- service bots, but at 1139 00:35:49,270 --> 00:35:52,350 the same time, predicting what 1140 00:35:52,350 --> 00:35:53,540 the best way to provide 1141 00:35:53,540 --> 00:35:55,610 that experience through predictive engagement 1142 00:35:55,770 --> 00:35:57,340 or the way we assist 1143 00:35:57,660 --> 00:35:59,590 our agents to service those 1144 00:35:59,590 --> 00:36:04,320 customers. At the same time, 1145 00:36:04,320 --> 00:36:04,980 what we want to be 1146 00:36:04,980 --> 00:36:06,450 able to do is not 1147 00:36:06,450 --> 00:36:07,700 just provide access to this 1148 00:36:07,700 --> 00:36:09,850 innovation and these customer experiences, 1149 00:36:09,850 --> 00:36:12,870 but choice and flexibility, because 1150 00:36:15,070 --> 00:36:19,230 sophisticated enterprises are really wanting 1151 00:36:19,240 --> 00:36:20,500 choice in the way they 1152 00:36:20,500 --> 00:36:22,750 deploy that's going to meet their 1153 00:36:22,750 --> 00:36:24,810 needs at an architectural level, 1154 00:36:25,020 --> 00:36:27,530 a network level, communications level, 1155 00:36:27,800 --> 00:36:28,640 and the way they want 1156 00:36:28,640 --> 00:36:30,250 to manage their resources at 1157 00:36:30,250 --> 00:36:32,710 an operational level, and decide 1158 00:36:32,710 --> 00:36:33,500 when they move to the 1159 00:36:33,500 --> 00:36:35,410 cloud and at what pace. 1160 00:36:35,410 --> 00:36:39,080 What this has the impact 1161 00:36:39,080 --> 00:36:41,640 of really allowing organizations to 1162 00:36:41,640 --> 00:36:44,390 do is maintain control that 1163 00:36:44,390 --> 00:36:47,500 suits their business requirements. If 1164 00:36:47,500 --> 00:36:48,650 you can maintain the right 1165 00:36:48,650 --> 00:36:50,120 levels of control, and knowing 1166 00:36:50,120 --> 00:36:51,220 that you've got the right 1167 00:36:51,220 --> 00:36:53,500 partners like Microsoft and Genesys 1168 00:36:53,900 --> 00:36:55,620 to provide the platform to scale and 1169 00:36:55,620 --> 00:36:58,100 grow into the cloud and 1170 00:36:58,450 --> 00:37:00,100 integrate with your premise solution 1171 00:37:00,100 --> 00:37:01,710 around innovation, then you can 1172 00:37:01,710 --> 00:37:02,610 start looking at how you 1173 00:37:02,610 --> 00:37:04,910 reduce costs, but more importantly, 1174 00:37:04,950 --> 00:37:06,480 how you provide that experience 1175 00:37:06,570 --> 00:37:10,950 and really provide that moment 1176 00:37:10,950 --> 00:37:15,280 of truth. What we're talking 1177 00:37:15,760 --> 00:37:17,190 about really is what we've 1178 00:37:17,190 --> 00:37:19,620 announced last month with Microsoft, and that was 1179 00:37:20,110 --> 00:37:22,030 around Genesys Engage on Microsoft 1180 00:37:22,030 --> 00:37:24,700 Azure, Bobbi. It is, and 1181 00:37:24,700 --> 00:37:26,340 it's very exciting. I know 1182 00:37:26,340 --> 00:37:28,170 we are heads down with 1183 00:37:28,200 --> 00:37:30,140 2020 with the work that 1184 00:37:30,140 --> 00:37:32,410 we are doing. Jeff, David, 1185 00:37:32,410 --> 00:37:33,440 if you want to give us 1186 00:37:33,440 --> 00:37:34,470 a little bit more insight 1187 00:37:34,470 --> 00:37:35,700 into what we're doing putting 1188 00:37:35,700 --> 00:37:37,210 Engage on Azure, and I 1189 00:37:37,210 --> 00:37:38,590 know that the topic is probably going to 1190 00:37:38,590 --> 00:37:41,380 lead us into containers. Yes. 1191 00:37:43,400 --> 00:37:45,360 Genesys Engage has been... we've 1192 00:37:45,360 --> 00:37:46,900 had customers for many years. 1193 00:37:47,470 --> 00:37:48,410 You've heard the story about 1194 00:37:48,670 --> 00:37:51,540 Microsoft on Genesys Engage and what they're 1195 00:37:51,540 --> 00:37:52,700 doing, and how they're really 1196 00:37:53,020 --> 00:37:55,100 driving their customer experience. We're 1197 00:37:55,420 --> 00:37:56,890 really proud of what we're 1198 00:37:56,890 --> 00:37:57,950 doing with Microsoft, but we're 1199 00:37:57,950 --> 00:37:59,400 really proud of how we're 1200 00:37:59,400 --> 00:38:02,010 helping companies provide that personalization 1201 00:38:02,010 --> 00:38:03,680 and that experience. But one 1202 00:38:03,710 --> 00:38:05,080 of the things to really 1203 00:38:05,080 --> 00:38:06,480 scale and grow for these 1204 00:38:06,570 --> 00:38:10,150 large enterprises that need choice 1205 00:38:10,150 --> 00:38:12,080 in architecture is, with Genesys 1206 00:38:12,080 --> 00:38:13,790 Engage on Microsoft Azure, which 1207 00:38:13,790 --> 00:38:15,690 we announced last month, we're 1208 00:38:15,690 --> 00:38:19,410 actually architecting the whole solution 1209 00:38:19,500 --> 00:38:22,480 using containers and containerization technology. 1210 00:38:22,480 --> 00:38:24,100 I just want to spend 1211 00:38:24,100 --> 00:38:24,810 a moment on some of 1212 00:38:25,580 --> 00:38:27,700 the advantages of why containers 1213 00:38:27,700 --> 00:38:29,250 are an important technology and 1214 00:38:29,250 --> 00:38:30,480 what this will mean for 1215 00:38:30,480 --> 00:38:31,870 customers that are looking to 1216 00:38:31,870 --> 00:38:33,810 move to the cloud, and 1217 00:38:33,810 --> 00:38:34,940 not just in the cloud, 1218 00:38:34,940 --> 00:38:36,290 but into private models as 1219 00:38:36,290 --> 00:38:39,910 well. By using cloud technology 1220 00:38:40,040 --> 00:38:42,510 is a continual upgrade cycle. 1221 00:38:42,820 --> 00:38:44,230 That rather than in a 1222 00:38:44,230 --> 00:38:46,510 premise situation where you have 1223 00:38:46,510 --> 00:38:48,240 to do upgrades, run business 1224 00:38:48,240 --> 00:38:50,120 cases and prove out the 1225 00:38:50,120 --> 00:38:52,220 return in investment. It's very 1226 00:38:52,220 --> 00:38:53,770 much could be years behind 1227 00:38:53,770 --> 00:38:54,940 the cycle of when the 1228 00:38:54,940 --> 00:38:56,300 features and capabilities that are 1229 00:38:56,300 --> 00:38:58,660 delivered by Genesys and Microsoft are 1230 00:38:58,660 --> 00:39:01,930 available. Now, using cloud technology, 1231 00:39:01,980 --> 00:39:03,220 that's one of the advantages, 1232 00:39:04,630 --> 00:39:06,910 have access to it immediately. 1233 00:39:06,910 --> 00:39:10,050 That can be delivered in 1234 00:39:10,050 --> 00:39:11,250 the cloud through a public 1235 00:39:11,250 --> 00:39:12,820 cloud, all through a private 1236 00:39:12,820 --> 00:39:14,150 cloud on your own premise 1237 00:39:14,150 --> 00:39:16,310 using container technology, which is 1238 00:39:16,310 --> 00:39:18,230 a cloud technology. This makes 1239 00:39:18,230 --> 00:39:19,960 it very easy to manage 1240 00:39:20,380 --> 00:39:22,710 a single architecture. At the 1241 00:39:22,710 --> 00:39:25,030 same time, it gives customers 1242 00:39:25,030 --> 00:39:27,650 control on when and how 1243 00:39:27,650 --> 00:39:29,080 they deploy this to suit 1244 00:39:29,160 --> 00:39:33,740 their business. With that, what 1245 00:39:33,740 --> 00:39:35,990 we have done with Genesys 1246 00:39:36,340 --> 00:39:37,470 Engage on Azure, it's a 1247 00:39:37,470 --> 00:39:40,740 full multi- cloud model, completely 1248 00:39:40,740 --> 00:39:44,130 re- architected using containerization technology. 1249 00:39:45,130 --> 00:39:46,190 That will ensure that the 1250 00:39:46,190 --> 00:39:49,450 most challenging enterprises that have 1251 00:39:49,450 --> 00:39:53,540 really complex communications need, network 1252 00:39:53,540 --> 00:39:56,470 needs, security needs have choice 1253 00:39:56,470 --> 00:39:57,500 in the way they want 1254 00:39:57,500 --> 00:39:58,750 to deliver it. Be it 1255 00:39:58,840 --> 00:40:01,010 public cloud on Azure, be 1256 00:40:01,010 --> 00:40:03,010 a private cloud on premise 1257 00:40:03,010 --> 00:40:05,220 Azure stack. You'll be able 1258 00:40:05,220 --> 00:40:06,900 to have those choices in 1259 00:40:06,950 --> 00:40:08,800 design or even in a 1260 00:40:08,800 --> 00:40:10,840 hybrid model. That's going to 1261 00:40:10,840 --> 00:40:12,890 reduce the use of virtual 1262 00:40:12,890 --> 00:40:14,910 machines, which has a lot of 1263 00:40:14,910 --> 00:40:17,940 footprint using containers, but it 1264 00:40:17,940 --> 00:40:19,910 also allows complete orchestration at 1265 00:40:19,910 --> 00:40:23,630 an operational level. Now, on 1266 00:40:23,630 --> 00:40:25,140 that, David, you've got some 1267 00:40:25,140 --> 00:40:26,860 thoughts on that? Yeah, for 1268 00:40:26,860 --> 00:40:28,550 sure. I thought Ben actually 1269 00:40:28,550 --> 00:40:29,330 asked a question here, is 1270 00:40:29,330 --> 00:40:33,240 Genesys Microsoft offering going to 1271 00:40:33,240 --> 00:40:35,440 go market on Microsoft Azure? 1272 00:40:35,440 --> 00:40:36,590 Absolutely. That's why we're here and 1273 00:40:36,710 --> 00:40:37,670 we're talking about it. I 1274 00:40:37,670 --> 00:40:39,140 think the power of containers, 1275 00:40:39,140 --> 00:40:40,360 if we think about technical 1276 00:40:40,650 --> 00:40:43,150 integrity of a product, what 1277 00:40:43,410 --> 00:40:44,770 containers allows us to do 1278 00:40:44,820 --> 00:40:46,100 when we put the technology 1279 00:40:46,100 --> 00:40:47,490 into these blocks is allow 1280 00:40:47,490 --> 00:40:48,650 them to easily pour in 1281 00:40:48,650 --> 00:40:50,700 between these environments on premise 1282 00:40:50,940 --> 00:40:52,450 to a public cloud, public 1283 00:40:52,450 --> 00:40:53,670 cloud to public cloud and 1284 00:40:53,670 --> 00:40:54,790 integrate a little bit better. 1285 00:40:55,170 --> 00:40:55,980 The reason why you would 1286 00:40:55,980 --> 00:40:57,030 want to do that obviously 1287 00:40:57,030 --> 00:40:57,640 is because we're going to 1288 00:40:57,640 --> 00:40:58,980 continue to innovate and drive 1289 00:40:58,980 --> 00:41:01,790 scale and products within Azure 1290 00:41:01,980 --> 00:41:03,110 that don't exist on the 1291 00:41:03,110 --> 00:41:04,360 on premises side, or don't 1292 00:41:04,360 --> 00:41:06,010 exist with our products on 1293 00:41:06,010 --> 00:41:07,070 premise, or maybe another public 1294 00:41:07,230 --> 00:41:09,440 provider doesn't provide the same 1295 00:41:09,440 --> 00:41:11,580 extent toward. Instead of having 1296 00:41:11,580 --> 00:41:12,760 to re- architect the entire 1297 00:41:12,760 --> 00:41:13,950 solution, we can do it 1298 00:41:13,950 --> 00:41:15,860 in these blocks to make 1299 00:41:15,860 --> 00:41:17,090 sure that the Genesys platform 1300 00:41:17,090 --> 00:41:19,020 is taking advantage of the 1301 00:41:19,020 --> 00:41:20,490 best and brightest out of 1302 00:41:20,490 --> 00:41:21,990 a public cloud offering while 1303 00:41:21,990 --> 00:41:23,430 still maintaining the integrity of 1304 00:41:23,540 --> 00:41:25,090 the architecture that the Genesys 1305 00:41:25,090 --> 00:41:27,920 platform actually provides. Yes, we're 1306 00:41:27,920 --> 00:41:30,040 offering this product on Microsoft, 1307 00:41:30,040 --> 00:41:31,460 but also think about containers 1308 00:41:31,460 --> 00:41:33,580 as an easier portability scenario 1309 00:41:34,090 --> 00:41:35,750 between cloud offerings or between 1310 00:41:35,750 --> 00:41:37,670 on premise and cloud, and really 1311 00:41:37,670 --> 00:41:39,480 enabling that multi- cloud multi- 1312 00:41:39,660 --> 00:41:44,400 user experience model. When we 1313 00:41:44,400 --> 00:41:45,860 first started talking about containers, 1314 00:41:45,860 --> 00:41:47,080 we had used the phrase 1315 00:41:47,080 --> 00:41:48,290 that really what they are 1316 00:41:48,290 --> 00:41:49,870 is they're cloud ready. Even 1317 00:41:50,260 --> 00:41:51,480 if you're still using it 1318 00:41:51,860 --> 00:41:53,290 to begin with on premise, 1319 00:41:53,290 --> 00:41:55,580 as you currently have, they 1320 00:41:55,580 --> 00:41:56,740 really set you up nicely 1321 00:41:56,740 --> 00:41:58,820 for when you're ready to 1322 00:41:58,820 --> 00:42:03,750 make that move. Thanks Bobbi. 1323 00:42:03,750 --> 00:42:07,820 Look, we believe this technology 1324 00:42:07,940 --> 00:42:10,640 will ensure that customers who 1325 00:42:10,640 --> 00:42:12,250 invest, not just in Genesys 1326 00:42:12,250 --> 00:42:14,650 Engage and Microsoft, but also 1327 00:42:14,650 --> 00:42:17,280 gives them future choice and 1328 00:42:17,280 --> 00:42:18,870 flexibility in the way they 1329 00:42:18,870 --> 00:42:21,010 architect control and manage, at 1330 00:42:21,360 --> 00:42:22,660 the same time, continuing to 1331 00:42:22,660 --> 00:42:25,090 deliver that personalized experience. We're 1332 00:42:25,090 --> 00:42:28,700 really excited, one about our 1333 00:42:28,730 --> 00:42:30,590 partnership with Microsoft, but more 1334 00:42:30,590 --> 00:42:32,890 importantly, around how we're going 1335 00:42:32,890 --> 00:42:35,560 to really help customers deliver 1336 00:42:35,560 --> 00:42:40,270 that personalized experience. All right. 1337 00:42:40,270 --> 00:42:42,460 On that note, and actually, 1338 00:42:42,460 --> 00:42:43,100 I will just give a 1339 00:42:43,100 --> 00:42:43,970 quick shout out. I know 1340 00:42:43,970 --> 00:42:45,450 we've had some questions coming 1341 00:42:45,450 --> 00:42:47,410 in. Please feel free to 1342 00:42:47,560 --> 00:42:49,170 tap into the Q&A, and we'll 1343 00:42:49,170 --> 00:42:50,730 ask as we go, or 1344 00:42:50,730 --> 00:42:52,070 certainly we'll save some time 1345 00:42:52,070 --> 00:42:52,970 at the end to hit 1346 00:42:52,970 --> 00:42:55,340 those questions. With that, the 1347 00:42:55,370 --> 00:42:57,110 next topic that we're looking 1348 00:42:57,110 --> 00:42:58,270 to, Jeff, I know you 1349 00:42:58,270 --> 00:43:00,340 put together... we've all been 1350 00:43:00,340 --> 00:43:02,830 talking about the personalization and 1351 00:43:02,830 --> 00:43:04,400 the value of it. I 1352 00:43:04,400 --> 00:43:05,290 know you put together a 1353 00:43:05,290 --> 00:43:06,220 way for all of us 1354 00:43:06,220 --> 00:43:07,880 to actually see it in 1355 00:43:07,880 --> 00:43:10,020 an example. Yeah, no, thanks 1356 00:43:10,020 --> 00:43:12,520 Bobbi. Look, I'm really excited to 1357 00:43:12,750 --> 00:43:14,950 bring this to life. It's 1358 00:43:15,350 --> 00:43:16,140 great to be able to talk 1359 00:43:16,410 --> 00:43:17,600 about it, but it's great to see it come 1360 00:43:17,600 --> 00:43:18,860 to life. I'd like to 1361 00:43:19,570 --> 00:43:22,910 paint out a scenario. Imagine 1362 00:43:22,910 --> 00:43:24,000 being able to build a 1363 00:43:24,000 --> 00:43:26,520 personal concierge for every one 1364 00:43:26,520 --> 00:43:28,490 of your customers. Now, with 1365 00:43:28,490 --> 00:43:29,800 this, I'd like you to keep 1366 00:43:29,850 --> 00:43:32,210 in mind three things. Number 1367 00:43:32,210 --> 00:43:35,080 one, we are proactively engaging 1368 00:43:35,080 --> 00:43:36,440 with each customer at the 1369 00:43:36,440 --> 00:43:38,820 moment of truth. It's those 1370 00:43:38,820 --> 00:43:40,240 moments that really matter. That 1371 00:43:40,240 --> 00:43:42,270 moment we can create empathy 1372 00:43:42,270 --> 00:43:44,090 to show we really care 1373 00:43:44,090 --> 00:43:46,110 for our customers. The second 1374 00:43:46,110 --> 00:43:48,710 point is personalization, and that's 1375 00:43:48,710 --> 00:43:50,130 the ability to really personalize 1376 00:43:50,130 --> 00:43:51,900 the content for every single 1377 00:43:51,900 --> 00:43:54,460 customer. The last is that 1378 00:43:54,460 --> 00:43:56,060 contextual experience. That is the 1379 00:43:56,440 --> 00:43:59,460 ability to retain and maintain 1380 00:43:59,460 --> 00:44:01,120 the context, no matter what 1381 00:44:01,120 --> 00:44:02,770 the channel and no matter how long they've 1382 00:44:02,770 --> 00:44:04,060 been a customer or how 1383 00:44:04,060 --> 00:44:05,310 long they've been engaged in 1384 00:44:05,310 --> 00:44:07,510 that particular conversation. What I'd like to 1385 00:44:08,090 --> 00:44:10,130 do to start the story 1386 00:44:10,180 --> 00:44:14,050 is introduced Cara. Now, Kara is 1387 00:44:14,050 --> 00:44:15,800 a young professional thinking about 1388 00:44:15,800 --> 00:44:17,220 buying a home and she's 1389 00:44:17,220 --> 00:44:19,060 been a customer of Banco 1390 00:44:19,060 --> 00:44:20,200 D- Miro for some time. 1391 00:44:20,200 --> 00:44:20,970 She lives in a rented 1392 00:44:20,970 --> 00:44:23,440 apartment in Austin, and she 1393 00:44:23,440 --> 00:44:25,300 has this dream to own 1394 00:44:25,300 --> 00:44:27,650 a home. Now, one day 1395 00:44:27,650 --> 00:44:29,560 she receives a notification on 1396 00:44:29,560 --> 00:44:31,370 her app letting her about 1397 00:44:31,370 --> 00:44:33,240 the bank, and the bank 1398 00:44:33,240 --> 00:44:34,200 has some great offers for 1399 00:44:34,200 --> 00:44:35,420 anyone interested in a home 1400 00:44:35,420 --> 00:44:37,660 loan. She wants to learn 1401 00:44:37,660 --> 00:44:40,490 more and she logs in 1402 00:44:40,490 --> 00:44:42,090 using her username and password 1403 00:44:42,090 --> 00:44:44,160 on through the app. What 1404 00:44:44,160 --> 00:44:46,520 happens is she's advised that 1405 00:44:46,520 --> 00:44:47,620 she needs a series of 1406 00:44:47,720 --> 00:44:50,020 documents to complete the loan 1407 00:44:50,020 --> 00:44:53,340 application. She doesn't actually have 1408 00:44:53,340 --> 00:44:54,260 all days on a mobile 1409 00:44:54,260 --> 00:44:57,110 device. You can see here, 1410 00:44:57,170 --> 00:44:58,530 she's going through the process, 1411 00:44:59,040 --> 00:45:01,330 and it requests her for 1412 00:45:01,330 --> 00:45:02,440 all these documents, which would 1413 00:45:02,440 --> 00:45:03,640 be part of that loan 1414 00:45:03,640 --> 00:45:06,780 application. Now, Cara thinks, look, 1415 00:45:06,780 --> 00:45:07,580 I don't actually have all 1416 00:45:07,580 --> 00:45:09,220 my documents on my mobile 1417 00:45:09,220 --> 00:45:10,470 phone, what I'm going to 1418 00:45:10,470 --> 00:45:11,590 do, I'll come back later 1419 00:45:11,590 --> 00:45:12,300 when I can sit in 1420 00:45:12,340 --> 00:45:13,850 front of my computer, I've 1421 00:45:13,850 --> 00:45:14,540 got access to all my 1422 00:45:14,540 --> 00:45:17,720 documents, and I'll fill out 1423 00:45:17,720 --> 00:45:21,840 this mortgage application. Cara comes 1424 00:45:21,840 --> 00:45:23,960 back a little bit later 1425 00:45:24,030 --> 00:45:27,010 to the website, logs in, 1426 00:45:29,110 --> 00:45:31,170 and what happens is she's 1427 00:45:31,170 --> 00:45:34,670 surprised and delighted that when 1428 00:45:34,670 --> 00:45:35,520 she has logged in on 1429 00:45:35,520 --> 00:45:36,880 the web, the bank actually 1430 00:45:36,880 --> 00:45:39,790 has welcomed her back, but 1431 00:45:39,790 --> 00:45:41,940 more importantly, understands what she's 1432 00:45:41,940 --> 00:45:44,020 been doing, and even offers 1433 00:45:44,020 --> 00:45:45,330 to take her back to 1434 00:45:45,370 --> 00:45:47,620 where she left off, so 1435 00:45:47,870 --> 00:45:49,950 Cara begins the process of 1436 00:45:49,950 --> 00:45:51,920 filling out the information required. 1437 00:45:51,920 --> 00:45:57,130 Here's the request for the 1438 00:45:57,130 --> 00:46:01,040 documents. She's got the context, doesn't 1439 00:46:01,040 --> 00:46:01,990 need to repeat, doesn't need 1440 00:46:02,240 --> 00:46:04,830 to go looking, and starts 1441 00:46:04,830 --> 00:46:07,830 the process here. Now, in 1442 00:46:07,830 --> 00:46:08,900 the background here, you can 1443 00:46:08,900 --> 00:46:10,220 see we've got the process 1444 00:46:10,220 --> 00:46:12,700 starting, but also on the 1445 00:46:12,700 --> 00:46:13,790 right hand side, you can 1446 00:46:13,790 --> 00:46:16,360 start seeing Genesys predictive engagement 1447 00:46:16,360 --> 00:46:18,470 at work trying to understand 1448 00:46:18,470 --> 00:46:20,010 her experience within the journey. 1449 00:46:20,730 --> 00:46:21,840 Now, if you look at the right 1450 00:46:21,840 --> 00:46:23,720 hand side ingrained, this is 1451 00:46:23,720 --> 00:46:25,710 the active session, but what 1452 00:46:25,710 --> 00:46:27,760 you see below also is 1453 00:46:27,840 --> 00:46:28,860 the session early in the 1454 00:46:28,860 --> 00:46:29,980 day through the mobile app 1455 00:46:30,400 --> 00:46:32,120 and many other interactions previously 1456 00:46:32,120 --> 00:46:32,830 with the bank as well. 1457 00:46:32,860 --> 00:46:34,820 Now, this is about moving 1458 00:46:34,820 --> 00:46:37,610 to long, lived engagements across 1459 00:46:37,610 --> 00:46:39,980 multiple linked interaction channels to 1460 00:46:39,980 --> 00:46:41,900 really track the history of 1461 00:46:41,900 --> 00:46:43,390 that customer with the brand. 1462 00:46:45,110 --> 00:46:47,750 Now, as she continues to 1463 00:46:47,750 --> 00:46:48,850 move through the process on 1464 00:46:48,860 --> 00:46:50,150 the left there, she has 1465 00:46:50,150 --> 00:46:51,860 identified into a series of 1466 00:46:51,860 --> 00:46:55,200 segments. You can see she has been 1467 00:46:55,200 --> 00:46:58,220 identified as an existing customer, 1468 00:46:58,750 --> 00:46:59,500 as a customer with a 1469 00:46:59,500 --> 00:47:01,740 great credit score, and somebody 1470 00:47:01,740 --> 00:47:03,150 who is now a mortgage 1471 00:47:03,150 --> 00:47:06,590 prospect. This, in real time, 1472 00:47:06,760 --> 00:47:08,930 is assessing what segments she's 1473 00:47:08,930 --> 00:47:11,600 qualified for based on the 1474 00:47:11,600 --> 00:47:13,300 information that we know about Cara, 1475 00:47:13,300 --> 00:47:15,720 but more importantly also, what she's entering 1476 00:47:15,770 --> 00:47:18,940 at that time. We've identified 1477 00:47:18,940 --> 00:47:21,530 her, and as she's trying 1478 00:47:21,530 --> 00:47:22,960 to complete that loan application, 1479 00:47:22,960 --> 00:47:24,470 you can see that the 1480 00:47:24,480 --> 00:47:26,310 likelihood to a successful outcome 1481 00:47:26,310 --> 00:47:28,810 is continuing to improve. Now, 1482 00:47:28,950 --> 00:47:31,690 as this happens, the bank 1483 00:47:31,690 --> 00:47:33,770 continues to learn more. This 1484 00:47:33,770 --> 00:47:35,260 is going to be a continual part 1485 00:47:35,260 --> 00:47:37,900 of that approval process. Now, 1486 00:47:38,700 --> 00:47:39,720 here she comes to a 1487 00:47:39,720 --> 00:47:41,520 customer workflow, which can be 1488 00:47:41,520 --> 00:47:44,100 integrated into the Genesys platform. 1489 00:47:45,950 --> 00:47:46,980 The back office system here 1490 00:47:46,980 --> 00:47:48,430 is requesting a number of 1491 00:47:48,430 --> 00:47:50,960 files to be uploaded. Cara 1492 00:47:50,960 --> 00:47:53,810 starts uploading those documents and 1493 00:47:54,020 --> 00:47:57,860 submitting those. She comes to 1494 00:47:57,860 --> 00:47:59,990 the last one, and she 1495 00:47:59,990 --> 00:48:00,770 gets to the point where 1496 00:48:00,770 --> 00:48:01,920 she needs an employment letter. 1497 00:48:01,970 --> 00:48:03,090 Now, she actually doesn't have 1498 00:48:03,090 --> 00:48:05,060 it handy, but she knows 1499 00:48:05,060 --> 00:48:06,440 where to get it. What 1500 00:48:06,440 --> 00:48:08,000 Cara does, she actually goes 1501 00:48:08,000 --> 00:48:09,410 to another browser window to 1502 00:48:09,410 --> 00:48:12,320 log into her company HR 1503 00:48:12,320 --> 00:48:15,360 system. Now, at this time, 1504 00:48:16,340 --> 00:48:18,370 Genesys predictive engagement is starting 1505 00:48:18,380 --> 00:48:19,620 to recognize there's a break 1506 00:48:19,620 --> 00:48:21,760 in the workflow. What we want 1507 00:48:21,950 --> 00:48:22,820 to do is we want to make 1508 00:48:22,820 --> 00:48:24,360 sure we engage with Cara 1509 00:48:24,720 --> 00:48:26,540 at the right moment, and 1510 00:48:26,540 --> 00:48:28,560 more importantly, proactively serve a 1511 00:48:28,560 --> 00:48:30,530 chat to her to say 1512 00:48:30,530 --> 00:48:31,380 how we can help you. 1513 00:48:33,350 --> 00:48:34,530 We've recognized the break in 1514 00:48:34,530 --> 00:48:35,950 the workflow, we've sent a 1515 00:48:35,950 --> 00:48:38,710 pop up on the application 1516 00:48:38,710 --> 00:48:40,690 there, and it says, we 1517 00:48:40,690 --> 00:48:42,970 recognize something. What we're doing 1518 00:48:42,970 --> 00:48:44,100 is we're letting her know 1519 00:48:44,100 --> 00:48:45,410 that we're really one step 1520 00:48:45,410 --> 00:48:46,960 ahead and we're personalizing that 1521 00:48:46,960 --> 00:48:50,460 conversation with her. Now, so 1522 00:48:50,460 --> 00:48:54,650 Cara looks to engage because, 1523 00:48:54,650 --> 00:48:56,290 at this point, when she 1524 00:48:56,290 --> 00:48:58,740 answers, she expects that she's 1525 00:48:58,740 --> 00:48:59,460 going to have to re- 1526 00:48:59,460 --> 00:49:01,580 explain what's happening, and she's 1527 00:49:01,580 --> 00:49:03,900 extremely surprised when... she can 1528 00:49:03,900 --> 00:49:04,950 see there's a high level 1529 00:49:04,950 --> 00:49:08,130 of conversation intelligence, and that 1530 00:49:08,130 --> 00:49:09,940 we're really able to retain the context here. 1531 00:49:10,970 --> 00:49:12,630 As Cara continues to interact 1532 00:49:12,630 --> 00:49:14,400 with the bot, and you 1533 00:49:14,400 --> 00:49:15,620 can see the conversation on 1534 00:49:15,620 --> 00:49:17,010 the right there, she'll be 1535 00:49:17,010 --> 00:49:19,530 identified through the process that 1536 00:49:19,530 --> 00:49:20,740 she's a first time buyer. 1537 00:49:21,720 --> 00:49:24,600 Now, as a result, with 1538 00:49:24,600 --> 00:49:26,330 our predictive routing at work, 1539 00:49:26,630 --> 00:49:27,500 what we can do is 1540 00:49:27,500 --> 00:49:29,370 we can make sure that 1541 00:49:29,750 --> 00:49:32,870 we can connect Cara with 1542 00:49:32,870 --> 00:49:34,490 the best agent that has 1543 00:49:34,490 --> 00:49:36,490 the best skills to help 1544 00:49:36,490 --> 00:49:38,410 her, and more importantly, to 1545 00:49:38,410 --> 00:49:39,360 help her as a first 1546 00:49:39,360 --> 00:49:42,420 time loan applicant. Now we're 1547 00:49:42,420 --> 00:49:44,910 looking at the agent desktop. 1548 00:49:45,400 --> 00:49:46,480 What we can see here, 1549 00:49:46,510 --> 00:49:48,020 now, this is the first time 1550 00:49:48,320 --> 00:49:50,440 we've brought a live human 1551 00:49:50,440 --> 00:49:53,410 agent into the conversation and the process. Now 1552 00:49:53,830 --> 00:49:55,230 we've routed this conversation to 1553 00:49:55,230 --> 00:49:57,010 James, and you can see, here's 1554 00:49:57,440 --> 00:49:58,920 a simplification of the agent 1555 00:49:58,920 --> 00:50:00,370 desktop, and on the top 1556 00:50:00,370 --> 00:50:01,350 of the screen, we've actually 1557 00:50:01,350 --> 00:50:02,260 made it a lot easier 1558 00:50:02,260 --> 00:50:03,900 for James, the agent, to 1559 00:50:03,900 --> 00:50:06,660 see all the information about 1560 00:50:06,660 --> 00:50:08,130 who the customer is, how 1561 00:50:08,130 --> 00:50:09,520 long she has been a customer and 1562 00:50:09,520 --> 00:50:10,530 what she's trying to do, 1563 00:50:10,740 --> 00:50:11,990 and all the different segments 1564 00:50:11,990 --> 00:50:13,790 that she's qualified into. James 1565 00:50:13,790 --> 00:50:14,770 can also see the full 1566 00:50:14,770 --> 00:50:18,570 transcription of that conversation between 1567 00:50:18,570 --> 00:50:20,210 Cara and the bot and 1568 00:50:20,210 --> 00:50:21,730 her entire experience in this 1569 00:50:21,730 --> 00:50:25,900 journey. Now, James also continues 1570 00:50:25,900 --> 00:50:27,610 to interact with Cara, but 1571 00:50:27,690 --> 00:50:29,630 our transcription services is helping 1572 00:50:29,630 --> 00:50:32,430 James. To make sure that 1573 00:50:32,430 --> 00:50:34,230 he's understanding and being able 1574 00:50:34,230 --> 00:50:36,060 to really answer with the 1575 00:50:36,060 --> 00:50:38,180 right set of answer to 1576 00:50:38,180 --> 00:50:40,580 her questions, even more, you 1577 00:50:40,580 --> 00:50:41,990 can see, on the right 1578 00:50:41,990 --> 00:50:43,540 hand side here, that we're 1579 00:50:43,540 --> 00:50:45,690 actually going to personalize the 1580 00:50:45,690 --> 00:50:47,710 answers that James can give 1581 00:50:47,710 --> 00:50:49,160 Cara that are specific to 1582 00:50:49,160 --> 00:50:51,510 her in this situation. Now, 1583 00:50:51,510 --> 00:50:53,050 James can give Cara answers 1584 00:50:53,050 --> 00:50:56,600 that will be specific. He'll 1585 00:50:56,600 --> 00:50:58,050 know how long she's been 1586 00:50:58,050 --> 00:50:59,900 a customer, and based on 1587 00:50:59,900 --> 00:51:02,050 that, he can see that 1588 00:51:02,120 --> 00:51:04,320 she has qualified for what 1589 00:51:04,320 --> 00:51:05,800 we call the customer loyalty 1590 00:51:05,800 --> 00:51:07,100 plus program, and that gives 1591 00:51:07,100 --> 00:51:08,540 her an even higher discount. 1592 00:51:08,970 --> 00:51:09,930 So as I continue this 1593 00:51:09,930 --> 00:51:13,480 interaction, what's really happening is 1594 00:51:13,550 --> 00:51:15,010 we're getting one step closer 1595 00:51:15,200 --> 00:51:16,530 to bring Cara to her home 1596 00:51:17,470 --> 00:51:20,720 dream of ownership, and obviously, 1597 00:51:21,130 --> 00:51:23,040 she's been approved. Now, what 1598 00:51:23,360 --> 00:51:24,940 Genesys and Microsoft are doing here 1599 00:51:24,940 --> 00:51:28,300 is really creating those opportunities 1600 00:51:28,300 --> 00:51:29,620 to connect with the brand, 1601 00:51:30,570 --> 00:51:32,510 with the customer. It's all 1602 00:51:32,510 --> 00:51:33,890 about those connections, making sure 1603 00:51:33,890 --> 00:51:35,510 we're being proactive in the 1604 00:51:35,510 --> 00:51:37,010 right moment, the moment of 1605 00:51:37,010 --> 00:51:39,180 truth, and the moment that 1606 00:51:39,180 --> 00:51:40,250 we can take some action, 1607 00:51:40,250 --> 00:51:42,170 and the moment where agents are going to be able to 1608 00:51:42,170 --> 00:51:43,760 show empathy that builds that 1609 00:51:43,760 --> 00:51:46,530 loyalty. We're personalizing the content to something 1610 00:51:47,070 --> 00:51:48,130 that feels like you're talking 1611 00:51:48,130 --> 00:51:49,070 to me as the customer, 1612 00:51:50,120 --> 00:51:51,100 something about me as a 1613 00:51:51,100 --> 00:51:52,460 customer, and more importantly, we're 1614 00:51:52,460 --> 00:51:54,540 retaining that context no matter 1615 00:51:54,550 --> 00:51:56,400 what digital channel or how 1616 00:51:56,400 --> 00:51:57,770 you've interacted over what period 1617 00:51:57,770 --> 00:51:59,590 of time. This is really 1618 00:52:00,090 --> 00:52:01,670 what personalization is about and 1619 00:52:01,670 --> 00:52:03,350 bringing experience as a service 1620 00:52:03,350 --> 00:52:08,400 to life. With that, I know we have just a few 1621 00:52:08,400 --> 00:52:09,700 moments left, so I want to I save just 1622 00:52:09,700 --> 00:52:11,340 a few minutes for questions. 1623 00:52:11,880 --> 00:52:12,880 Jeff, David, if you wouldn't 1624 00:52:12,880 --> 00:52:15,410 mind just rounding out the 1625 00:52:15,410 --> 00:52:16,820 remainder of the information on 1626 00:52:16,820 --> 00:52:20,570 our strategic alliance. Sure. I'll 1627 00:52:21,470 --> 00:52:23,370 I'll do a quick overview. 1628 00:52:23,430 --> 00:52:25,430 Look, we're real excited about 1629 00:52:25,830 --> 00:52:27,880 our partnership with Microsoft. We've 1630 00:52:27,880 --> 00:52:29,020 been working with Microsoft for 1631 00:52:29,020 --> 00:52:31,130 many years, but this partnership 1632 00:52:31,210 --> 00:52:32,040 is taking it to a 1633 00:52:32,040 --> 00:52:33,810 whole new level. What we're 1634 00:52:33,810 --> 00:52:36,800 doing is we are integrating 1635 00:52:37,580 --> 00:52:40,080 Genesys Engage on Azure. There's 1636 00:52:40,080 --> 00:52:41,350 been some questions, we're looking 1637 00:52:41,350 --> 00:52:44,050 to deliver, for early adopters, 1638 00:52:44,050 --> 00:52:45,560 Genesys Engage on Azure in 1639 00:52:45,560 --> 00:52:46,900 Q3 this year, and we're 1640 00:52:46,900 --> 00:52:48,320 really keen to start those 1641 00:52:48,320 --> 00:52:50,390 conversations with customers. At the same 1642 00:52:50,390 --> 00:52:53,060 time, we're integrating Microsoft teams 1643 00:52:53,220 --> 00:52:54,920 with Genesys Engage and Genesys 1644 00:52:54,920 --> 00:52:56,900 Cloud. We'll have Microsoft teams 1645 00:52:56,900 --> 00:52:58,650 on Genesys cloud available next 1646 00:52:58,650 --> 00:53:02,120 quarter in Q2. Also, native 1647 00:53:02,120 --> 00:53:04,290 integration with Microsoft dynamics. It's 1648 00:53:04,290 --> 00:53:06,330 available today with Genesys Engage 1649 00:53:06,600 --> 00:53:08,700 and available with Genesys Cloud as 1650 00:53:08,700 --> 00:53:12,000 well. But what's really exciting 1651 00:53:12,000 --> 00:53:13,250 is how we bring our 1652 00:53:13,250 --> 00:53:15,610 technology and innovate together. By 1653 00:53:15,610 --> 00:53:18,320 bringing our Genesys AI platform 1654 00:53:18,320 --> 00:53:20,440 and orchestration services to deliver 1655 00:53:20,440 --> 00:53:21,800 those personal experiences, you've just 1656 00:53:21,800 --> 00:53:23,540 seen, we're working with Microsoft 1657 00:53:23,540 --> 00:53:25,200 to bring their Microsoft cognitive 1658 00:53:25,200 --> 00:53:27,610 services, to help power these 1659 00:53:27,910 --> 00:53:29,730 experience and really drive these 1660 00:53:29,730 --> 00:53:32,690 insights and actions to apply these 1661 00:53:32,690 --> 00:53:34,310 experiences. This is just the 1662 00:53:34,310 --> 00:53:36,320 start of the innovation with Microsoft 1663 00:53:36,320 --> 00:53:38,320 and Genesys, but we're also 1664 00:53:38,320 --> 00:53:40,010 going to be going to 1665 00:53:40,010 --> 00:53:41,870 market together and talking to 1666 00:53:41,870 --> 00:53:44,930 customers together. David. Yeah. What I 1667 00:53:45,310 --> 00:53:46,780 would say on that, and I 1668 00:53:46,780 --> 00:53:47,410 know there's been a lot 1669 00:53:47,410 --> 00:53:48,770 of questions in the QA panel of 1670 00:53:48,770 --> 00:53:50,570 why Microsoft and what's the advantages of 1671 00:53:50,570 --> 00:53:51,880 Azure. Beyond the fact that we 1672 00:53:52,130 --> 00:53:53,950 just talked about security scale, 1673 00:53:54,210 --> 00:53:58,450 global presence, historical enterprise relationships, 1674 00:53:59,240 --> 00:54:00,320 the work we're building in 1675 00:54:00,320 --> 00:54:03,360 this hybrid environment is really 1676 00:54:03,360 --> 00:54:04,900 important to think about this 1677 00:54:04,900 --> 00:54:07,930 connected identity, unified identity platform 1678 00:54:07,930 --> 00:54:10,250 between Genesys and Microsoft services 1679 00:54:10,330 --> 00:54:11,460 in a cloud environment, as 1680 00:54:11,460 --> 00:54:13,910 well as on premises. The 1681 00:54:14,090 --> 00:54:16,320 AI capabilities and cognitive services 1682 00:54:16,320 --> 00:54:17,410 within Azure, that we're now 1683 00:54:17,410 --> 00:54:18,640 serving up as a first 1684 00:54:18,640 --> 00:54:20,850 party service into Genesys is 1685 00:54:20,850 --> 00:54:22,820 an exceptional user scenario so 1686 00:54:22,820 --> 00:54:23,900 that you can get more 1687 00:54:23,900 --> 00:54:26,050 insights by just leveraging Genesys 1688 00:54:26,280 --> 00:54:27,230 than you've ever gotten in 1689 00:54:27,230 --> 00:54:29,180 the past. Then obviously this 1690 00:54:29,180 --> 00:54:31,650 database integration and workflow tools 1691 00:54:31,650 --> 00:54:32,650 that we can enable with 1692 00:54:32,650 --> 00:54:34,010 Azure directly in the Genesys 1693 00:54:34,010 --> 00:54:37,030 platform adds that advantage. I 1694 00:54:37,030 --> 00:54:37,810 see a lot of questions 1695 00:54:37,810 --> 00:54:39,160 in the panel about why 1696 00:54:39,560 --> 00:54:41,110 Azure versus some other public 1697 00:54:41,110 --> 00:54:42,510 cloud provider. It's all the 1698 00:54:42,510 --> 00:54:43,870 reasons why all of our customers 1699 00:54:43,870 --> 00:54:45,470 are adopting Azure. It's security, 1700 00:54:45,470 --> 00:54:47,950 it's extendability, it's hybrid it's 1701 00:54:47,950 --> 00:54:50,130 parse, it's AI analytics, it's 1702 00:54:50,130 --> 00:54:51,560 cognitive services that we can 1703 00:54:51,560 --> 00:54:52,800 offer up as first party. 1704 00:54:53,580 --> 00:54:54,580 Furthermore, we're going to continue 1705 00:54:54,700 --> 00:54:55,930 to innovate. There's a reason 1706 00:54:55,930 --> 00:54:56,820 why we hold the number 1707 00:54:56,820 --> 00:54:58,530 one patent requests every year, 1708 00:54:58,790 --> 00:54:59,840 is we continue to build 1709 00:54:59,840 --> 00:55:00,910 new and new services. By 1710 00:55:00,910 --> 00:55:02,870 building this containerized approach for 1711 00:55:02,870 --> 00:55:04,760 Genesys on top of Azure, 1712 00:55:04,950 --> 00:55:06,360 we can actually drive those 1713 00:55:06,360 --> 00:55:08,240 innovations directly into products like 1714 00:55:08,240 --> 00:55:10,550 Genesys to actually extend their 1715 00:55:10,550 --> 00:55:12,440 capabilities in a much more 1716 00:55:12,440 --> 00:55:15,510 efficient and faster format. Yeah. 1717 00:55:15,510 --> 00:55:16,680 I know one of the 1718 00:55:16,680 --> 00:55:18,020 questions here that I'm looking 1719 00:55:18,020 --> 00:55:19,850 at is, I think it's relevant to 1720 00:55:19,850 --> 00:55:21,280 this slide is, what is 1721 00:55:21,280 --> 00:55:24,470 the competitive advantage that, as 1722 00:55:24,470 --> 00:55:26,560 a customer, will gain by 1723 00:55:27,470 --> 00:55:28,720 working on both of these? 1724 00:55:28,830 --> 00:55:29,640 I know we had talked 1725 00:55:29,640 --> 00:55:31,150 before about that question specifically, 1726 00:55:31,770 --> 00:55:32,810 and one of the things 1727 00:55:32,810 --> 00:55:34,310 top of mind is we 1728 00:55:34,310 --> 00:55:36,300 know many customers are already 1729 00:55:36,300 --> 00:55:39,010 Microsoft. They're already using those technologies. 1730 00:55:39,010 --> 00:55:40,360 They're using Genesys of course, 1731 00:55:40,360 --> 00:55:42,650 being on this webinar. Just 1732 00:55:42,650 --> 00:55:44,030 the benefit of being able 1733 00:55:44,030 --> 00:55:45,920 to have our focus on 1734 00:55:45,920 --> 00:55:47,930 the integrations and bringing the 1735 00:55:47,930 --> 00:55:49,490 products to them to market 1736 00:55:49,960 --> 00:55:52,610 together. Yeah, absolutely. Also, again, 1737 00:55:52,610 --> 00:55:53,410 I think there's something to be 1738 00:55:53,410 --> 00:55:54,600 said about the hybrid environment, 1739 00:55:54,740 --> 00:55:56,110 the hybrid capabilities. There are 1740 00:55:56,110 --> 00:55:56,930 always going to be on 1741 00:55:56,930 --> 00:55:58,450 premise applications, and we're really 1742 00:55:58,450 --> 00:56:00,270 the only company that manages 1743 00:56:00,270 --> 00:56:03,020 security policy identity across the 1744 00:56:03,020 --> 00:56:04,470 on premises and the cloud 1745 00:56:05,040 --> 00:56:08,340 infrastructure, is correct. Yeah, there's 1746 00:56:08,340 --> 00:56:09,650 lots of opportunities. There's also, 1747 00:56:09,650 --> 00:56:11,030 one thing to know, we call 1748 00:56:11,030 --> 00:56:12,070 this go- to- market and 1749 00:56:12,070 --> 00:56:13,330 co- sell, which might be 1750 00:56:13,330 --> 00:56:15,080 foreign terms to customers who are like, what does that 1751 00:56:15,080 --> 00:56:16,840 mean? Our sellers are now 1752 00:56:16,940 --> 00:56:17,580 going to be out there 1753 00:56:17,580 --> 00:56:20,060 selling Genesys to their customers 1754 00:56:20,060 --> 00:56:21,840 as well. We compensate our 1755 00:56:21,840 --> 00:56:23,360 sellers for packaging up and 1756 00:56:23,360 --> 00:56:26,300 selling our prioritized ISV solutions 1757 00:56:26,300 --> 00:56:28,780 to their accounts. Obviously, it's 1758 00:56:28,780 --> 00:56:29,370 a little bit of self- 1759 00:56:29,370 --> 00:56:30,810 serving because it pulls through 1760 00:56:30,810 --> 00:56:32,080 Azure, and so we obviously 1761 00:56:32,080 --> 00:56:34,370 get revenue and customers that 1762 00:56:34,370 --> 00:56:35,510 way, but it's really about 1763 00:56:35,510 --> 00:56:37,820 having that integrated, cohesive experience 1764 00:56:37,820 --> 00:56:39,240 for our customers across different 1765 00:56:39,240 --> 00:56:40,740 products that they use. We 1766 00:56:40,740 --> 00:56:42,370 know Genesys is an industry leader 1767 00:56:42,380 --> 00:56:45,070 in customer relationship management. We 1768 00:56:45,070 --> 00:56:45,790 know there's a bunch of 1769 00:56:45,790 --> 00:56:47,530 customers that have Genesys already, so 1770 00:56:47,530 --> 00:56:49,480 how do we connect the fact that they have Microsoft 1771 00:56:49,480 --> 00:56:51,220 and Genesys into a cohesive, 1772 00:56:51,830 --> 00:56:53,680 integrated platform? We're going to 1773 00:56:53,680 --> 00:56:54,500 be able to enable that 1774 00:56:54,500 --> 00:56:55,990 a lot better and both 1775 00:56:55,990 --> 00:56:57,670 of our companies will experience an uplift 1776 00:56:57,670 --> 00:56:59,620 in customer satisfaction and revenue 1777 00:56:59,720 --> 00:57:02,070 as a result. Jeff, I 1778 00:57:02,070 --> 00:57:03,330 know you already gave the 1779 00:57:03,330 --> 00:57:05,780 pitch for our next slide 1780 00:57:05,780 --> 00:57:07,410 is registering to be an 1781 00:57:07,410 --> 00:57:09,360 early adopter for the Genesys 1782 00:57:09,360 --> 00:57:10,860 Engage on Azure again, third 1783 00:57:10,860 --> 00:57:12,030 quarter. I didn't know if 1784 00:57:12,030 --> 00:57:13,240 there was any other highlight 1785 00:57:13,240 --> 00:57:14,010 you wanted to give on 1786 00:57:14,010 --> 00:57:17,200 that. Yeah. Look, like I 1787 00:57:17,200 --> 00:57:19,970 said, we're going to be delivering Genesys 1788 00:57:19,970 --> 00:57:22,840 Engage on Azure, fully containerized 1789 00:57:22,840 --> 00:57:24,780 technology, and that will then 1790 00:57:24,780 --> 00:57:26,900 pave the way for other 1791 00:57:26,900 --> 00:57:29,400 hybrid models and on premise 1792 00:57:29,400 --> 00:57:30,380 models where you'll be able 1793 00:57:30,380 --> 00:57:33,060 to take advantage of Microsoft 1794 00:57:33,060 --> 00:57:36,290 Azure, Genesys Engage and in 1795 00:57:36,290 --> 00:57:37,940 an architecture that you choose 1796 00:57:37,940 --> 00:57:38,640 that's going to suit your 1797 00:57:38,640 --> 00:57:41,540 business. Then, knowing that natively, 1798 00:57:42,000 --> 00:57:43,130 you can bring the best 1799 00:57:43,130 --> 00:57:44,660 of Microsoft and Genesys together with 1800 00:57:44,660 --> 00:57:46,890 Microsoft teams, Microsoft dynamics, and 1801 00:57:46,890 --> 00:57:47,900 how we're going to stitch 1802 00:57:48,940 --> 00:57:51,440 and power and fuel data 1803 00:57:51,520 --> 00:57:53,900 into our AI engines to 1804 00:57:53,900 --> 00:57:55,470 drive these types of experiences. 1805 00:57:56,880 --> 00:57:58,410 Excellent. On that note, I 1806 00:57:58,410 --> 00:57:59,320 know we are just about out of 1807 00:57:59,650 --> 00:58:01,090 time. There's one question that 1808 00:58:01,090 --> 00:58:02,220 pops up here, and certainly 1809 00:58:02,220 --> 00:58:02,940 if we did not get 1810 00:58:02,940 --> 00:58:03,570 to it, I think we've 1811 00:58:03,570 --> 00:58:04,640 answered most of the others. 1812 00:58:05,730 --> 00:58:08,610 question. Having a complete Genesys 1813 00:58:08,610 --> 00:58:10,640 solution can be good, but 1814 00:58:10,640 --> 00:58:11,300 can you have a different 1815 00:58:11,300 --> 00:58:12,410 piece of the solution, for 1816 00:58:12,440 --> 00:58:14,520 example, a different workforce management 1817 00:58:14,520 --> 00:58:16,070 or recording solutions? I'll jump 1818 00:58:16,070 --> 00:58:17,050 in real quick and say, 1819 00:58:17,200 --> 00:58:19,900 so absolutely it is, as 1820 00:58:19,900 --> 00:58:20,900 David had said, one of 1821 00:58:20,900 --> 00:58:22,260 the huge benefits is the 1822 00:58:22,260 --> 00:58:23,910 all in one approach, but 1823 00:58:23,910 --> 00:58:24,690 if there was something like 1824 00:58:24,690 --> 00:58:25,790 a variant they're using for 1825 00:58:25,790 --> 00:58:27,290 workforce management, by all means, 1826 00:58:27,290 --> 00:58:30,380 we have numerous customers who 1827 00:58:30,710 --> 00:58:31,890 tie in those different types 1828 00:58:31,890 --> 00:58:35,740 of technologies. So. Go ahead, 1829 00:58:37,070 --> 00:58:38,060 Jeff. that's mostly part of 1830 00:58:38,610 --> 00:58:39,370 what we talked about at the 1831 00:58:39,370 --> 00:58:39,970 top of the hour, the extensibility 1832 00:58:40,610 --> 00:58:42,290 of cloud platforms, teams, dynamics, 1833 00:58:42,290 --> 00:58:43,660 integration. You can use different 1834 00:58:43,660 --> 00:58:45,830 platforms, but still maintain a 1835 00:58:45,830 --> 00:58:47,490 customer environment by leveraging the 1836 00:58:47,490 --> 00:58:48,450 power of a public cloud, 1837 00:58:48,470 --> 00:58:51,100 so completely correct, Bobbi. Awesome. 1838 00:58:51,460 --> 00:58:54,040 On that note, David, Jeff, 1839 00:58:54,040 --> 00:58:55,390 thank you. This hour, for 1840 00:58:55,390 --> 00:58:57,190 me, at least it's absolutely 1841 00:58:57,190 --> 00:58:59,140 flew. I really appreciate it. 1842 00:58:59,380 --> 00:59:00,390 Josh, back to you to 1843 00:59:00,610 --> 00:59:03,010 close this out. Thank you. Perfect. 1844 00:59:03,360 --> 00:59:06,160 much, Bobbi. Like she said, 1845 00:59:06,160 --> 00:59:06,750 I know that there were 1846 00:59:06,750 --> 00:59:07,660 quite a few questions that 1847 00:59:07,660 --> 00:59:08,620 we didn't get to. Don't 1848 00:59:08,620 --> 00:59:09,800 fret though. We will follow 1849 00:59:09,800 --> 00:59:10,760 up with you via email 1850 00:59:10,760 --> 00:59:11,970 within the next few business 1851 00:59:11,970 --> 00:59:13,360 days, and also feel free 1852 00:59:13,360 --> 00:59:15,440 to email us at 1853 00:59:15,440 --> 00:59:17,040 genesys. com, no caps or 1854 00:59:17,040 --> 00:59:18,230 spaces with the title of 1855 00:59:18,230 --> 00:59:19,390 the webcast in the subject 1856 00:59:19,390 --> 00:59:20,390 line, and we'll make sure 1857 00:59:20,390 --> 00:59:21,120 to follow up with you 1858 00:59:21,120 --> 00:59:22,350 as promptly as we can. 1859 00:59:24,020 --> 00:59:25,090 To wrap up, don't forget 1860 00:59:25,090 --> 00:59:26,590 to take advantage of the 1861 00:59:26,590 --> 00:59:28,520 link that Jeff had referenced 1862 00:59:28,520 --> 00:59:29,620 earlier, that is in the 1863 00:59:29,620 --> 00:59:30,910 resource list below the Q& 1864 00:59:31,010 --> 00:59:31,810 A window. Make sure you 1865 00:59:31,810 --> 00:59:33,350 click on that before today's 1866 00:59:33,350 --> 00:59:35,630 session ends. Also, be on 1867 00:59:35,630 --> 00:59:36,420 the lookout for the on- 1868 00:59:36,420 --> 00:59:38,230 demand recording from ON24. You'll 1869 00:59:38,230 --> 00:59:39,030 be getting that within the 1870 00:59:39,030 --> 00:59:41,210 next few business days. With 1871 00:59:41,210 --> 00:59:42,020 all that being said, on 1872 00:59:42,020 --> 00:59:43,610 behalf of Bobbi David, Jeff, 1873 00:59:43,610 --> 00:59:44,900 and the entire Genesys team, 1874 00:59:44,900 --> 00:59:45,710 we thank you again for 1875 00:59:45,710 --> 00:59:48,540 joining today's webcast. Genesys Engage 1876 00:59:48,650 --> 00:59:50,640 plus Microsoft Azure, transform your 1877 00:59:50,640 --> 00:59:52,560 customer experience in the cloud. Until 1878 00:59:52,560 --> 00:59:53,840 next time, have a good 1879 00:59:53,840 --> 00:59:54,120 one, everyone. [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kq2sQAA"] Meet the Speakers David Totten Chief Technology Officer, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys Analyst Webinar Megatrends shaping customer service in 2020 Feat. Guest speaker, Kate Leggett from Forrester Research [cutoff co_thick="2px"]The future of customer service starts with making your call center more human. It's about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Get a glimpse of the future. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are redefining contact center protocols in 2020. In this on-demand webinar, you’ll discover: How artificial intelligence (AI) is driving change in the contact center The evolution of customer-agent interactions How technology affects workforce management [cutoff co_thick="2px"]1 00:00:04,800 --> 00:00:06,930 Good morning, evening and afternoon 2 00:00:06,930 --> 00:00:08,490 everyone. My name is Josh 3 00:00:08,490 --> 00:00:09,300 Reed and I'm from the 4 00:00:09,300 --> 00:00:10,460 digital events team here at 5 00:00:10,460 --> 00:00:11,310 Genesys, and I'll be the 6 00:00:11,310 --> 00:00:13,540 moderator for today's webcast. And 7 00:00:13,540 --> 00:00:14,390 let me be the first 8 00:00:14,390 --> 00:00:15,500 to welcome you and say 9 00:00:15,500 --> 00:00:16,540 thank you for joining to 10 00:00:16,540 --> 00:00:18,720 this webcast Mega Trends Shaping 11 00:00:18,720 --> 00:00:21,920 Customer Service in 2020. Before 12 00:00:21,920 --> 00:00:23,390 we get started, as usual, 13 00:00:23,390 --> 00:00:24,620 we have a few housekeeping 14 00:00:24,620 --> 00:00:25,720 items to go through before 15 00:00:25,720 --> 00:00:27,100 we get started. First off, 16 00:00:27,280 --> 00:00:29,100 if you experience any issues 17 00:00:29,180 --> 00:00:30,490 viewing or listening to today's 18 00:00:30,490 --> 00:00:32,510 presentation, refresh your browser and 19 00:00:32,510 --> 00:00:33,210 make sure that it's up 20 00:00:33,210 --> 00:00:34,540 to date to support HTML 21 00:00:34,540 --> 00:00:36,010 5 as this usually fixes 22 00:00:36,010 --> 00:00:37,170 any console issues you may 23 00:00:37,170 --> 00:00:39,360 experience. Also it my help 24 00:00:39,360 --> 00:00:40,470 to switch over to Chrome 25 00:00:40,470 --> 00:00:41,680 or Firefox as well are 26 00:00:41,960 --> 00:00:42,810 as these are the best 27 00:00:42,810 --> 00:00:44,410 browsers to support the webcast 28 00:00:44,410 --> 00:00:46,290 platform. And if you're having 29 00:00:46,290 --> 00:00:47,770 trouble seeing the slides or 30 00:00:47,770 --> 00:00:49,470 the webcams today, you're welcome 31 00:00:49,470 --> 00:00:51,040 to enlarge those by dragging 32 00:00:51,040 --> 00:00:51,950 the bottom right corner of 33 00:00:51,970 --> 00:00:55,070 each window. Also, note this 34 00:00:55,070 --> 00:00:55,890 is designed to be an 35 00:00:55,890 --> 00:00:57,450 interactive experience between you and 36 00:00:57,450 --> 00:00:58,900 our two presenters today. So 37 00:00:58,900 --> 00:00:59,850 at any time during the 38 00:00:59,850 --> 00:01:01,370 webcast, feel free to throw 39 00:01:01,370 --> 00:01:02,680 questions into the Q& A 40 00:01:02,680 --> 00:01:03,330 window in the middle of 41 00:01:03,330 --> 00:01:04,540 your screen and we'll answer 42 00:01:04,540 --> 00:01:05,420 as many as we can 43 00:01:05,420 --> 00:01:06,180 with the time that we 44 00:01:06,180 --> 00:01:07,120 have at the end of 45 00:01:07,120 --> 00:01:09,330 the presentation. However, don't fret 46 00:01:09,330 --> 00:01:10,470 if we do run out 47 00:01:10,470 --> 00:01:11,190 of time and we don't 48 00:01:11,190 --> 00:01:12,750 answer your question aloud, we 49 00:01:12,750 --> 00:01:13,630 will follow up with you 50 00:01:13,630 --> 00:01:14,930 via email within the next 51 00:01:14,930 --> 00:01:17,390 few business days. And to 52 00:01:17,390 --> 00:01:18,870 note that if something happens 53 00:01:18,870 --> 00:01:19,860 during the webinar and you 54 00:01:19,860 --> 00:01:21,540 miss something, don't worry, you 55 00:01:21,540 --> 00:01:22,860 will receive the on demand 56 00:01:22,860 --> 00:01:24,870 recording via email from ON24 57 00:01:24,870 --> 00:01:25,990 within the next few business. 58 00:01:27,840 --> 00:01:29,130 And also at any time 59 00:01:29,130 --> 00:01:30,250 during the webcast, feel free 60 00:01:30,250 --> 00:01:31,440 to check out the resources 61 00:01:31,440 --> 00:01:32,980 below the Q& A window. Clicking 62 00:01:32,980 --> 00:01:33,950 won't take you away, so 63 00:01:33,950 --> 00:01:34,870 don't worry about that. It'll 64 00:01:34,870 --> 00:01:35,580 open up in a new 65 00:01:35,580 --> 00:01:36,920 tab in your browser and 66 00:01:36,920 --> 00:01:38,370 that'll help expand on today's 67 00:01:38,370 --> 00:01:41,500 topic of mega trends. See, 68 00:01:41,620 --> 00:01:42,570 told you short and sweet. 69 00:01:43,500 --> 00:01:45,370 So today we have two 70 00:01:45,370 --> 00:01:47,400 excellent presenters, excited to give you a 71 00:01:47,400 --> 00:01:48,850 glimpse of the future and 72 00:01:48,850 --> 00:01:49,990 discuss mega trends that are 73 00:01:49,990 --> 00:01:52,010 redefining contact center protocols in 74 00:01:52,010 --> 00:01:53,810 2020. So with that being 75 00:01:53,810 --> 00:01:54,640 said, I'm going to hand 76 00:01:54,640 --> 00:01:55,550 things off to one of 77 00:01:55,550 --> 00:01:56,740 our speakers of the hour, 78 00:01:56,880 --> 00:01:58,890 Joe Ciuffo product marketing director 79 00:01:58,890 --> 00:02:00,460 here at Genesys. Joe, the 80 00:02:00,460 --> 00:02:02,500 floor is yours. Thanks Josh. 81 00:02:02,500 --> 00:02:03,590 And hi everyone. Thank you 82 00:02:03,590 --> 00:02:04,540 so much for joining us 83 00:02:04,540 --> 00:02:06,730 today. As mentioned, and for 84 00:02:06,730 --> 00:02:07,570 the first time my name 85 00:02:07,570 --> 00:02:08,370 is spelled right. But I'm 86 00:02:08,370 --> 00:02:10,760 Joe Ciuffo and I'm a product marketing director 87 00:02:10,760 --> 00:02:12,040 here at Genesys. So my 88 00:02:12,040 --> 00:02:14,420 current position is I focus 89 00:02:14,420 --> 00:02:15,920 on artificial intelligence, which right 90 00:02:15,920 --> 00:02:17,630 now surfaces up through chat 91 00:02:17,630 --> 00:02:19,300 bots, using bots on a 92 00:02:19,300 --> 00:02:21,650 voice channel and using predictive 93 00:02:21,650 --> 00:02:23,810 technologies to identify when to 94 00:02:23,810 --> 00:02:25,550 engage with customers and really 95 00:02:25,530 --> 00:02:26,950 find the right time. But 96 00:02:26,950 --> 00:02:27,640 I always like to point 97 00:02:27,640 --> 00:02:29,410 out that I started here as a support 98 00:02:29,540 --> 00:02:30,980 engineer. So near and dear 99 00:02:30,980 --> 00:02:32,420 to my heart is knowing how to 100 00:02:32,420 --> 00:02:33,480 help people and knowing how 101 00:02:33,480 --> 00:02:35,210 to use these technologies to 102 00:02:35,210 --> 00:02:36,480 actually help the agents that 103 00:02:36,480 --> 00:02:37,430 are using it day in 104 00:02:37,430 --> 00:02:38,010 and day out. So with 105 00:02:39,080 --> 00:02:40,330 that, I'll stop blabbing for 106 00:02:40,330 --> 00:02:41,590 a moment. And Kate, would 107 00:02:41,590 --> 00:02:42,600 you mind introducing yourself to 108 00:02:42,600 --> 00:02:44,310 everyone as well? No, no 109 00:02:44,640 --> 00:02:46,680 problem. Hi there. I'm Kate 110 00:02:46,830 --> 00:02:48,440 Leggett, I'm a VP and 111 00:02:48,440 --> 00:02:52,030 principal analyst here at Forrester Research 112 00:02:52,230 --> 00:02:55,210 and I focus on all 113 00:02:55,210 --> 00:02:58,070 things customer service and customer 114 00:02:58,070 --> 00:03:00,420 engagement. And thank you for 115 00:03:00,440 --> 00:03:01,700 taking an hour out of your 116 00:03:01,700 --> 00:03:02,940 busy days to listen to Joe 117 00:03:03,460 --> 00:03:04,970 and I talk about contact 118 00:03:04,970 --> 00:03:07,240 center trends. So Joe, back 119 00:03:07,240 --> 00:03:09,140 to you. Awesome. Well I 120 00:03:09,140 --> 00:03:09,940 think we're in a good 121 00:03:09,940 --> 00:03:10,940 place here. Why don't we 122 00:03:11,240 --> 00:03:12,370 go ahead and get started. 123 00:03:17,380 --> 00:03:18,030 So I guess I got 124 00:03:18,030 --> 00:03:19,060 to move the slide right? 125 00:03:19,790 --> 00:03:24,010 There you go. So my 126 00:03:24,010 --> 00:03:27,030 first prediction is that agents 127 00:03:27,260 --> 00:03:30,330 aren't essential to scale anymore. 128 00:03:31,020 --> 00:03:32,510 And let me tell you 129 00:03:32,510 --> 00:03:34,480 what I mean by that and 130 00:03:34,480 --> 00:03:35,250 what I want to do 131 00:03:35,250 --> 00:03:36,290 is just take a step 132 00:03:36,370 --> 00:03:40,510 backwards and think about customer 133 00:03:40,510 --> 00:03:43,030 engagement and actually think about 134 00:03:43,030 --> 00:03:45,390 all the wonderful experiences that 135 00:03:45,390 --> 00:03:46,530 surround us in our daily 136 00:03:46,530 --> 00:03:47,860 lives. I mean, I think 137 00:03:47,860 --> 00:03:50,140 about ride sharing apps like 138 00:03:50,150 --> 00:03:52,310 Lyft and Uber that take all 139 00:03:52,310 --> 00:03:54,230 anxiety out of me getting 140 00:03:54,230 --> 00:03:56,020 to my destination because I 141 00:03:56,020 --> 00:03:58,960 have a full disclosure of 142 00:03:59,250 --> 00:04:01,290 information that I need about 143 00:04:01,290 --> 00:04:02,490 my ride to make me 144 00:04:02,490 --> 00:04:04,910 feel comfortable in that experience. 145 00:04:05,540 --> 00:04:07,480 I think about services like 146 00:04:07,580 --> 00:04:11,530 Amazon, like Netflix. I always 147 00:04:11,530 --> 00:04:13,260 joke that those two services 148 00:04:13,260 --> 00:04:14,240 know more about me than 149 00:04:14,240 --> 00:04:16,450 my husband does because if 150 00:04:16,450 --> 00:04:19,300 they're able to recommend products, 151 00:04:20,130 --> 00:04:24,440 movies, content based on my 152 00:04:24,440 --> 00:04:26,920 particular history, what I've done, 153 00:04:26,920 --> 00:04:29,080 that intimate knowledge of where 154 00:04:29,080 --> 00:04:30,210 I've been, what I've done, 155 00:04:30,410 --> 00:04:32,510 how I've rated products or 156 00:04:32,510 --> 00:04:35,300 content. And so what we say 157 00:04:35,300 --> 00:04:38,940 today is that we're surrounded 158 00:04:38,940 --> 00:04:42,330 by these differentiated experiences and 159 00:04:42,330 --> 00:04:43,770 these experiences have done a 160 00:04:43,770 --> 00:04:45,740 good shop at up leveling 161 00:04:45,820 --> 00:04:48,940 our expectations for engagement with 162 00:04:49,230 --> 00:04:50,750 any company that we do business 163 00:04:51,250 --> 00:04:52,570 with, both in our lives 164 00:04:52,640 --> 00:04:55,210 as consumers or in our 165 00:04:55,210 --> 00:04:57,380 business lives. And at Forrester 166 00:04:57,380 --> 00:04:58,050 we say we're in the 167 00:04:58,050 --> 00:04:59,610 age of the customer where 168 00:04:59,610 --> 00:05:02,550 you, the consumer, the B2B 169 00:05:02,940 --> 00:05:06,560 customer, you control the conversation 170 00:05:06,680 --> 00:05:09,000 with any company that you 171 00:05:09,000 --> 00:05:10,880 do business with. And your 172 00:05:10,880 --> 00:05:13,600 expectations are heightened because of 173 00:05:13,600 --> 00:05:16,050 all the wonderful consumer experiences 174 00:05:16,050 --> 00:05:18,670 that surround us. And it's 175 00:05:18,670 --> 00:05:19,500 like when I see on 176 00:05:19,500 --> 00:05:21,970 the screen here, you expect 177 00:05:22,360 --> 00:05:24,590 that any information that you 178 00:05:24,590 --> 00:05:27,330 need is available on any 179 00:05:27,330 --> 00:05:29,460 device at a person's moment 180 00:05:29,520 --> 00:05:32,210 of need. And so what 181 00:05:32,210 --> 00:05:36,130 has happened is again, our 182 00:05:36,130 --> 00:05:42,850 expectations are heightened because of 183 00:05:43,330 --> 00:05:46,230 these wonderful consumer experiences. And 184 00:05:46,230 --> 00:05:47,910 then the way that we 185 00:05:48,000 --> 00:05:51,930 interact with companies has also 186 00:05:51,930 --> 00:05:53,810 changed. So let's look at 187 00:05:53,810 --> 00:05:55,840 some data here. This is data 188 00:05:56,680 --> 00:05:59,180 from last year. It's from 189 00:05:59,260 --> 00:06:01,390 probably the best trove of 190 00:06:01,390 --> 00:06:03,660 contact center data. It comes 191 00:06:03,660 --> 00:06:06,840 from dimension data's a benchmarking 192 00:06:06,840 --> 00:06:08,510 report where they go out 193 00:06:08,510 --> 00:06:10,300 and they survey thousands and 194 00:06:10,300 --> 00:06:12,280 thousands of contact center decision- 195 00:06:12,280 --> 00:06:14,600 makers around the world. And 196 00:06:14,600 --> 00:06:16,270 what they are telling us, 197 00:06:16,270 --> 00:06:17,180 and it's very close to 198 00:06:17,180 --> 00:06:19,080 one Forrester sees as well, 199 00:06:19,500 --> 00:06:22,690 is that customers, again, either 200 00:06:22,690 --> 00:06:25,860 consumers or B2B customers want 201 00:06:25,860 --> 00:06:27,900 very little friction when they 202 00:06:27,900 --> 00:06:31,440 interact with companies, they tend 203 00:06:31,440 --> 00:06:33,640 to choose self- service as 204 00:06:33,640 --> 00:06:35,760 a first point of contact 205 00:06:36,140 --> 00:06:39,420 as they interact with brands. 206 00:06:40,490 --> 00:06:42,920 And if they're not able 207 00:06:42,920 --> 00:06:45,190 to find what they're looking 208 00:06:45,190 --> 00:06:48,360 for via self service, they're moving 209 00:06:48,360 --> 00:06:53,970 to digital engagement modalities, chat 210 00:06:54,280 --> 00:06:58,020 messaging for example, because it 211 00:06:58,090 --> 00:07:00,110 values their time. A data point 212 00:07:00,110 --> 00:07:03,530 from Forrester says that 73% 213 00:07:04,030 --> 00:07:06,800 of customers say that valuing 214 00:07:06,800 --> 00:07:08,480 their time is the most 215 00:07:08,480 --> 00:07:11,730 important thing that companies can 216 00:07:11,730 --> 00:07:13,630 do to provide great customer 217 00:07:13,630 --> 00:07:16,370 service. So again, just looking 218 00:07:16,370 --> 00:07:17,410 at the data here, you'd 219 00:07:17,410 --> 00:07:19,120 look at that top bar 220 00:07:19,440 --> 00:07:21,480 and it says 88% of 221 00:07:21,480 --> 00:07:24,090 contact center decision makers project 222 00:07:24,090 --> 00:07:26,070 that their self service volumes 223 00:07:26,070 --> 00:07:27,320 will increase. They're calling it 224 00:07:27,320 --> 00:07:29,760 robotic automation, but these are 225 00:07:29,760 --> 00:07:31,960 self- service volumes are increasing 226 00:07:31,960 --> 00:07:35,730 this year. 77% say that 227 00:07:35,730 --> 00:07:38,910 digital agent assistant service volumes 228 00:07:38,910 --> 00:07:42,470 will increase. And the third 229 00:07:42,470 --> 00:07:45,470 bar says, and my old 230 00:07:45,470 --> 00:07:46,390 eyes can't see it, I 231 00:07:46,390 --> 00:07:50,210 think it says 66% of 232 00:07:51,080 --> 00:07:53,060 contact center decision makers say 233 00:07:53,060 --> 00:07:57,090 that their overall interaction volumes 234 00:07:57,130 --> 00:07:59,260 will increase. This is because 235 00:07:59,260 --> 00:08:00,880 you make it easier to 236 00:08:00,880 --> 00:08:03,620 engage with the companies. And so your 237 00:08:04,010 --> 00:08:07,320 customers will engage more with 238 00:08:07,320 --> 00:08:08,470 companies. And so what this 239 00:08:08,470 --> 00:08:09,530 means is that companies are 240 00:08:09,530 --> 00:08:13,750 being flooded by this mass 241 00:08:13,920 --> 00:08:17,970 of digital engagement from their 242 00:08:17,970 --> 00:08:20,160 customers. The better, the easier 243 00:08:20,160 --> 00:08:21,780 they make it for customers 244 00:08:21,780 --> 00:08:23,820 to engage, again, more customers 245 00:08:23,930 --> 00:08:25,260 will engage with you. And 246 00:08:25,510 --> 00:08:27,820 you want this because better 247 00:08:27,820 --> 00:08:31,740 engagement strengthens customer relations. But 248 00:08:31,740 --> 00:08:34,330 what happens is you can't 249 00:08:34,330 --> 00:08:36,820 keep up with these engagement 250 00:08:36,820 --> 00:08:39,680 volumes without turning to AI 251 00:08:39,680 --> 00:08:42,010 and automation. And that's where 252 00:08:42,110 --> 00:08:43,730 the prediction of agents are 253 00:08:43,730 --> 00:08:45,810 no longer essential to scale 254 00:08:45,810 --> 00:08:49,710 comes from because companies are 255 00:08:49,710 --> 00:08:53,890 infusing AI and automation everywhere 256 00:08:53,890 --> 00:08:57,910 in their operations to keep 257 00:08:57,910 --> 00:09:01,310 up with these ballooning engagement 258 00:09:01,310 --> 00:09:03,750 falling from their customers and 259 00:09:03,750 --> 00:09:05,880 to deliver the quality of 260 00:09:05,880 --> 00:09:11,180 service that customers expect. So what 261 00:09:11,460 --> 00:09:12,200 you're looking at on the 262 00:09:12,200 --> 00:09:15,480 screen here is what we think 263 00:09:15,480 --> 00:09:18,000 of as being value chain 264 00:09:18,560 --> 00:09:21,230 for AI for customer service, 265 00:09:21,560 --> 00:09:23,500 where AI and automation, again, 266 00:09:23,550 --> 00:09:26,860 it encompasses a wealth of 267 00:09:26,860 --> 00:09:32,210 different technologies that basically add 268 00:09:33,000 --> 00:09:36,770 intelligence to your operations and 269 00:09:37,520 --> 00:09:39,680 offload agents comes from doing 270 00:09:39,680 --> 00:09:42,540 rope repetitive work. So at 271 00:09:42,540 --> 00:09:46,350 the low end of this 272 00:09:46,350 --> 00:09:48,330 value chain, you're looking at 273 00:09:48,330 --> 00:09:50,090 AI and automation being able 274 00:09:50,090 --> 00:09:53,410 to increase efficiency on technology 275 00:09:53,540 --> 00:09:56,510 like RPA or automatic case 276 00:09:56,510 --> 00:09:59,250 classification or automatic routing to 277 00:09:59,250 --> 00:10:01,460 be able to offload all 278 00:10:01,460 --> 00:10:04,100 the reproducible or lower value 279 00:10:04,100 --> 00:10:06,900 tasks from agents. Moving up 280 00:10:06,900 --> 00:10:08,680 the value curve, you've got 281 00:10:08,900 --> 00:10:10,550 AI and automation that can 282 00:10:10,550 --> 00:10:13,360 help reduce friction. For example, 283 00:10:13,360 --> 00:10:15,330 monitoring the sentiment of an 284 00:10:15,330 --> 00:10:19,650 interaction and escalating automatically if 285 00:10:19,650 --> 00:10:22,320 a customer seems to distressed. 286 00:10:22,770 --> 00:10:24,220 Moving up the value chain 287 00:10:24,220 --> 00:10:27,440 you've got enhanced customer empowerment. 288 00:10:27,490 --> 00:10:29,850 This is all about chat 289 00:10:29,850 --> 00:10:31,580 bots and self- service and 290 00:10:31,980 --> 00:10:34,560 self- service processes. Again, we 291 00:10:34,560 --> 00:10:35,610 know that customers want to 292 00:10:35,650 --> 00:10:36,990 self serve as first point 293 00:10:36,990 --> 00:10:40,830 of contact and these technologies 294 00:10:41,090 --> 00:10:44,240 empower great self service. And 295 00:10:44,240 --> 00:10:46,740 then four and five on 296 00:10:46,740 --> 00:10:48,450 this value chain are about 297 00:10:48,760 --> 00:10:52,150 proactive and even preemptive service 298 00:10:52,380 --> 00:10:53,760 where for example, you're looking 299 00:10:53,760 --> 00:10:56,740 at the customer's journey on 300 00:10:56,820 --> 00:10:58,960 a web property independent on 301 00:10:58,960 --> 00:11:01,730 the customer's behavior, you're proactively 302 00:11:01,730 --> 00:11:03,360 engaging with the customer to 303 00:11:03,360 --> 00:11:04,640 be able to start a 304 00:11:04,640 --> 00:11:08,860 conversation or offer content or 305 00:11:08,860 --> 00:11:10,570 give them an offer or 306 00:11:10,570 --> 00:11:13,460 preemptive services, again, all about 307 00:11:13,520 --> 00:11:16,360 connected devices and being able 308 00:11:16,360 --> 00:11:21,210 to to preemptively intervene upon 309 00:11:21,210 --> 00:11:22,900 signs of distress. So what 310 00:11:22,940 --> 00:11:25,280 it means is that companies 311 00:11:25,280 --> 00:11:29,020 are infusing AI and automation 312 00:11:29,020 --> 00:11:30,610 just about everywhere in the 313 00:11:30,610 --> 00:11:32,840 customer service operations and what 314 00:11:32,840 --> 00:11:35,740 it does is it allows 315 00:11:36,110 --> 00:11:38,380 content centers to scale without 316 00:11:38,380 --> 00:11:42,270 necessarily having add agent headcount. 317 00:11:43,540 --> 00:11:44,790 So that was a lot 318 00:11:45,450 --> 00:11:50,370 shareable but. I love that. 319 00:11:50,370 --> 00:11:52,130 Actually a few points that 320 00:11:52,130 --> 00:11:53,160 I had written down about 321 00:11:53,270 --> 00:11:55,090 you said where really that 322 00:11:55,090 --> 00:11:56,820 idea, that ease of access 323 00:11:56,820 --> 00:11:58,440 to the information is sometimes 324 00:11:58,500 --> 00:11:59,830 just as important as the 325 00:11:59,830 --> 00:12:01,900 information you're getting itself. And 326 00:12:01,900 --> 00:12:02,550 I love that you brought 327 00:12:02,550 --> 00:12:04,990 up transportation because some side 328 00:12:04,990 --> 00:12:05,670 notes here, I live in 329 00:12:05,670 --> 00:12:07,390 San Francisco. When I think 330 00:12:07,390 --> 00:12:09,170 about this ease of access 331 00:12:09,170 --> 00:12:11,100 to information and Uber, right? 332 00:12:11,430 --> 00:12:13,440 Transportation in San Francisco, I 333 00:12:13,440 --> 00:12:15,150 can take the subway or 334 00:12:15,150 --> 00:12:15,930 I can take an Uber 335 00:12:15,930 --> 00:12:16,840 and the subway might be 336 00:12:16,840 --> 00:12:18,650 going the exact same direction, 337 00:12:19,120 --> 00:12:20,260 but man, for that last 338 00:12:20,260 --> 00:12:22,010 mile, it's definitely a different 339 00:12:22,010 --> 00:12:23,800 experience. So I am more 340 00:12:23,800 --> 00:12:24,500 likely to pay a little 341 00:12:24,620 --> 00:12:25,840 bit more for the experience 342 00:12:25,840 --> 00:12:26,830 that gets me where I 343 00:12:26,830 --> 00:12:27,810 need to go in a 344 00:12:27,810 --> 00:12:29,970 quicker way. And we're seeing 345 00:12:29,970 --> 00:12:31,590 this with customers as well. 346 00:12:31,930 --> 00:12:33,360 In fact, even though I 347 00:12:33,360 --> 00:12:34,780 hate this term millennial because 348 00:12:34,780 --> 00:12:35,520 it puts me in a 349 00:12:35,520 --> 00:12:37,660 bucket, we are seeing research 350 00:12:37,660 --> 00:12:39,950 that shows that millennial users 351 00:12:39,950 --> 00:12:41,420 of banking apps are much 352 00:12:41,420 --> 00:12:43,320 more likely to switch when 353 00:12:43,320 --> 00:12:44,460 they look at better mobile 354 00:12:44,510 --> 00:12:47,030 or digital capabilities. So you're 355 00:12:47,030 --> 00:12:48,360 probably wondering why I'm talking 356 00:12:48,360 --> 00:12:50,770 about digital capabilities and my 357 00:12:50,770 --> 00:12:52,450 first prediction is actually about 358 00:12:52,450 --> 00:12:54,450 voice. I want to talk about our 359 00:12:54,450 --> 00:12:56,030 first prediction here and that voice isn't 360 00:12:56,030 --> 00:12:58,080 dead, but it's absolutely different. 361 00:12:58,660 --> 00:12:59,730 What we've seen as we 362 00:12:59,730 --> 00:13:01,310 talk with customers and we 363 00:13:01,310 --> 00:13:03,200 look at the research, is 364 00:13:03,200 --> 00:13:05,790 that consumers rate immediate responses 365 00:13:06,070 --> 00:13:07,550 as super important. In fact, 366 00:13:07,640 --> 00:13:09,940 HubSpot report noted that 90% of 367 00:13:09,940 --> 00:13:11,980 consumers put it in important 368 00:13:11,980 --> 00:13:13,580 or very important when it 369 00:13:13,580 --> 00:13:14,940 comes to the immediacy of 370 00:13:14,940 --> 00:13:16,820 the response they get. And 371 00:13:16,820 --> 00:13:17,780 we're also looking at other 372 00:13:17,780 --> 00:13:19,680 research that's showing that these 373 00:13:19,680 --> 00:13:22,350 self service requests or initiations 374 00:13:22,350 --> 00:13:23,820 are coming over a voice 375 00:13:24,060 --> 00:13:26,190 channel. So when you think of voice, you think 376 00:13:26,190 --> 00:13:27,430 of a phone, but that's 377 00:13:27,430 --> 00:13:28,400 not the first place where 378 00:13:28,400 --> 00:13:29,270 it starts or even where 379 00:13:29,270 --> 00:13:30,810 it ends. I always like 380 00:13:30,810 --> 00:13:31,610 to tell the story. When 381 00:13:31,610 --> 00:13:32,250 my wife and I went 382 00:13:32,250 --> 00:13:33,410 to Ireland last year, we 383 00:13:33,410 --> 00:13:34,900 were really excited and she 384 00:13:34,900 --> 00:13:35,870 gave me two things to 385 00:13:35,870 --> 00:13:36,930 make sure that I did. It 386 00:13:36,930 --> 00:13:38,490 was make sure our data 387 00:13:38,490 --> 00:13:39,130 would work when we were 388 00:13:39,130 --> 00:13:40,130 in Ireland because I have 389 00:13:40,130 --> 00:13:41,150 no idea how to use 390 00:13:41,150 --> 00:13:42,990 a map apparently. And the 391 00:13:42,990 --> 00:13:44,430 second one was to make 392 00:13:44,430 --> 00:13:45,520 sure I set a travel alert 393 00:13:45,560 --> 00:13:46,760 on her credit card so 394 00:13:46,760 --> 00:13:47,720 we didn't have any issues. 395 00:13:48,340 --> 00:13:49,360 I remembered to set the 396 00:13:49,360 --> 00:13:50,420 travel alert when I was 397 00:13:50,420 --> 00:13:51,720 in Dublin and my card 398 00:13:51,720 --> 00:13:52,680 got declined at the first 399 00:13:52,680 --> 00:13:54,370 restaurant. And I bring that 400 00:13:54,370 --> 00:13:55,950 up because it was something 401 00:13:55,950 --> 00:13:57,040 we fixed, we phoned in 402 00:13:57,040 --> 00:13:58,140 and fixed it, but it 403 00:13:58,140 --> 00:13:59,100 could have been very different. 404 00:13:59,270 --> 00:14:00,370 What if while I was 405 00:14:00,370 --> 00:14:02,370 packing, I just asked my 406 00:14:02,370 --> 00:14:04,130 Amazon Alexa or my Google 407 00:14:04,130 --> 00:14:05,050 home or some of those 408 00:14:05,050 --> 00:14:06,890 devices to do this for 409 00:14:06,890 --> 00:14:08,440 me. And you start to 410 00:14:08,440 --> 00:14:10,210 think about voice being less 411 00:14:10,210 --> 00:14:11,410 of a channel and more 412 00:14:11,410 --> 00:14:12,920 of an interface. When we 413 00:14:12,920 --> 00:14:14,470 look at these home devices, 414 00:14:14,790 --> 00:14:16,140 they are becoming the towns 415 00:14:16,140 --> 00:14:18,260 square where it may not 416 00:14:18,260 --> 00:14:19,550 be controlled by a business 417 00:14:19,550 --> 00:14:21,280 or even something that you 418 00:14:21,280 --> 00:14:23,830 have direct ownership of but 419 00:14:23,830 --> 00:14:25,560 it's absolutely where communication is 420 00:14:25,560 --> 00:14:27,200 happening and it's absolutely where 421 00:14:27,200 --> 00:14:29,460 that real conversation with customers 422 00:14:29,460 --> 00:14:31,270 are occurring. So it's the 423 00:14:31,270 --> 00:14:33,640 notion of letting someone set 424 00:14:33,640 --> 00:14:34,930 the music they'd like to 425 00:14:34,930 --> 00:14:36,560 listen to and also navigating 426 00:14:36,560 --> 00:14:38,220 through your interface all from 427 00:14:38,220 --> 00:14:39,350 the same place in the 428 00:14:39,350 --> 00:14:41,420 moment of need and alleviating 429 00:14:41,750 --> 00:14:44,310 those user experience issues. Just 430 00:14:44,310 --> 00:14:45,200 to note on that, I 431 00:14:45,200 --> 00:14:46,030 still to this day have 432 00:14:46,030 --> 00:14:47,510 no idea where sending the 433 00:14:47,510 --> 00:14:48,610 travel alert would occur in 434 00:14:48,610 --> 00:14:50,280 my banking app. It's something 435 00:14:50,280 --> 00:14:51,020 I would call in for 436 00:14:51,020 --> 00:14:51,900 or have to dig around 437 00:14:51,900 --> 00:14:53,200 for, but not something that 438 00:14:53,200 --> 00:14:55,980 I would proactively research. So 439 00:14:55,980 --> 00:14:57,700 to tie that in, it 440 00:14:57,700 --> 00:14:58,830 comes down to why should 441 00:14:58,830 --> 00:15:01,170 we care? Well, this is the first time, 442 00:15:01,170 --> 00:15:02,360 especially looking in this next 443 00:15:02,360 --> 00:15:04,090 year, that that technology is 444 00:15:04,090 --> 00:15:05,820 good enough to start leveraging 445 00:15:05,820 --> 00:15:07,740 on the voice channel. As 446 00:15:07,740 --> 00:15:08,980 you think about calling in 447 00:15:08,980 --> 00:15:10,230 on a number now, we 448 00:15:10,230 --> 00:15:11,660 can extend this voice bot 449 00:15:11,660 --> 00:15:13,820 technology. It has the ability 450 00:15:13,820 --> 00:15:15,180 to pick up on nuances 451 00:15:15,180 --> 00:15:17,150 like alphanumeric where if you're 452 00:15:17,150 --> 00:15:18,210 an airline and you're giving 453 00:15:18,210 --> 00:15:19,630 your confirmation code, which is 454 00:15:19,630 --> 00:15:22,760 numbers, digits and letters, this 455 00:15:22,760 --> 00:15:23,610 used to be hard to 456 00:15:23,610 --> 00:15:25,060 understand from a natural language 457 00:15:25,060 --> 00:15:26,790 processing. We don't have these 458 00:15:26,790 --> 00:15:28,450 problems anymore so that we can 459 00:15:28,450 --> 00:15:30,100 change the experience to be 460 00:15:30,100 --> 00:15:31,920 more about the conversation and 461 00:15:31,920 --> 00:15:32,650 where we need to take 462 00:15:32,650 --> 00:15:34,140 you next because we understand 463 00:15:34,140 --> 00:15:35,740 that instead of a maze 464 00:15:35,740 --> 00:15:36,770 of menus that you have 465 00:15:36,770 --> 00:15:38,640 to listen to and hopefully 466 00:15:38,640 --> 00:15:40,890 select the right one. Now 467 00:15:40,960 --> 00:15:41,790 I did cheat a little 468 00:15:41,790 --> 00:15:42,500 bit here. I have a 469 00:15:42,500 --> 00:15:43,820 1A as well on our 470 00:15:43,820 --> 00:15:45,570 predictions and it's because I 471 00:15:45,570 --> 00:15:46,320 don't want you to think that 472 00:15:46,550 --> 00:15:47,470 we're just keying in on 473 00:15:47,470 --> 00:15:50,140 voice. Commerce is messaging. We're 474 00:15:50,140 --> 00:15:51,450 seeing a lot of research 475 00:15:51,540 --> 00:15:52,610 hint at that as well 476 00:15:52,610 --> 00:15:54,460 from our end and for 477 00:15:54,460 --> 00:15:55,330 you out there in the 478 00:15:55,340 --> 00:15:57,220 field and in the audience, 479 00:15:57,460 --> 00:15:58,780 have you ever kept multiple 480 00:15:58,780 --> 00:16:00,420 tabs open on your browser 481 00:16:00,830 --> 00:16:02,180 because you wanted to purchase something, 482 00:16:02,180 --> 00:16:03,450 but you just had another 483 00:16:03,450 --> 00:16:04,790 question around it, right? Think 484 00:16:05,020 --> 00:16:06,530 about shoes that you wanted to buy. 485 00:16:06,880 --> 00:16:08,010 Do those shoes run small, 486 00:16:08,010 --> 00:16:09,060 do they run large? You've 487 00:16:09,060 --> 00:16:09,900 got to look that up. 488 00:16:10,410 --> 00:16:11,420 Think about a flight you 489 00:16:11,420 --> 00:16:12,870 might have for work, is 490 00:16:12,880 --> 00:16:13,810 there a chance if it's 491 00:16:13,810 --> 00:16:14,600 a long flight that you 492 00:16:14,600 --> 00:16:15,620 can get the upgrade even 493 00:16:15,620 --> 00:16:16,840 though that's on the wishlist, 494 00:16:16,840 --> 00:16:18,390 not always happening. It's worth 495 00:16:18,390 --> 00:16:19,600 checking and it stops you 496 00:16:19,600 --> 00:16:21,400 from purchasing it. And what 497 00:16:21,400 --> 00:16:23,300 about something else, maybe even 498 00:16:23,300 --> 00:16:24,580 more in the weeds. You're 499 00:16:24,580 --> 00:16:25,290 trying to get a car 500 00:16:25,290 --> 00:16:26,540 insurance policy. You've just moved 501 00:16:26,540 --> 00:16:27,840 to a new state, you've 502 00:16:27,840 --> 00:16:28,930 already got home insurance with 503 00:16:28,930 --> 00:16:30,340 that company, do you get 504 00:16:30,340 --> 00:16:31,590 a discount? Would it stop 505 00:16:31,590 --> 00:16:32,880 you from just self- serving 506 00:16:32,880 --> 00:16:33,800 and filling that form out 507 00:16:33,800 --> 00:16:36,300 on your own? Messaging is 508 00:16:36,300 --> 00:16:37,970 asynchronous by nature and Kate 509 00:16:37,970 --> 00:16:39,650 brought this up earlier. I 510 00:16:39,650 --> 00:16:41,330 could start chatting with my 511 00:16:41,330 --> 00:16:42,720 company on the train on 512 00:16:42,720 --> 00:16:43,870 the way to work asking 513 00:16:43,870 --> 00:16:45,570 them about this insurance policy. 514 00:16:46,150 --> 00:16:46,730 But once I'm in the 515 00:16:46,730 --> 00:16:48,240 office, I might switch to 516 00:16:48,240 --> 00:16:49,580 my laptop and switching to 517 00:16:49,580 --> 00:16:50,910 my laptop means I'm picking 518 00:16:50,910 --> 00:16:52,520 up on that same conversation 519 00:16:52,540 --> 00:16:54,400 across a messaging channel but 520 00:16:54,400 --> 00:16:55,330 I'm doing it in a different 521 00:16:55,330 --> 00:16:56,650 way and I'm doing it 522 00:16:56,650 --> 00:16:58,830 at a different time. Great 523 00:16:58,830 --> 00:17:00,290 thing about messaging is we 524 00:17:00,290 --> 00:17:02,430 see this burst capability, so 525 00:17:02,430 --> 00:17:03,800 asynchronous, meaning we pick up 526 00:17:03,800 --> 00:17:05,210 when we're ready and then 527 00:17:05,210 --> 00:17:06,340 we can really jump in 528 00:17:06,340 --> 00:17:07,670 and start that conversation when we 529 00:17:07,670 --> 00:17:09,470 have the free time. And 530 00:17:09,470 --> 00:17:10,180 this is what it comes 531 00:17:10,180 --> 00:17:11,840 down to, is giving someone 532 00:17:11,840 --> 00:17:13,170 a tangible reference of when 533 00:17:13,170 --> 00:17:14,410 things are working, when they're 534 00:17:14,410 --> 00:17:15,680 going in the right direction, 535 00:17:16,120 --> 00:17:17,110 and then having a place 536 00:17:17,110 --> 00:17:17,960 that they can come back 537 00:17:18,190 --> 00:17:19,160 and pick up. And that's 538 00:17:19,160 --> 00:17:21,220 what messaging is about. So 539 00:17:21,590 --> 00:17:22,770 I think it all ends 540 00:17:22,770 --> 00:17:24,390 with the fact that messaging 541 00:17:24,390 --> 00:17:26,140 apps tie into payment applications. 542 00:17:26,320 --> 00:17:27,210 This is the first time 543 00:17:27,210 --> 00:17:28,310 we have these channels that 544 00:17:28,310 --> 00:17:30,010 bring everything together and don't 545 00:17:30,010 --> 00:17:31,500 call it a disjointed experience. 546 00:17:31,950 --> 00:17:32,960 Kate I know I have babbled 547 00:17:32,960 --> 00:17:34,060 for a while over back 548 00:17:34,060 --> 00:17:34,280 to you. What do you think about that? 549 00:17:38,380 --> 00:17:40,610 agents are no longer essential to 550 00:17:40,610 --> 00:17:42,620 scale. I talked about digital 551 00:17:42,620 --> 00:17:43,870 engagement in the house self-service 552 00:17:44,390 --> 00:17:46,510 and digital engagement is rising. 553 00:17:46,690 --> 00:17:48,700 You talked about voice self 554 00:17:48,840 --> 00:17:51,380 service, you talked about conversational 555 00:17:51,380 --> 00:17:54,440 commerce, which is powered in 556 00:17:54,500 --> 00:17:58,150 part by bots, by automation. 557 00:17:58,530 --> 00:18:00,910 It all makes sense. This 558 00:18:00,910 --> 00:18:02,210 is the way the world 559 00:18:02,210 --> 00:18:04,250 is going. So what happens 560 00:18:05,240 --> 00:18:09,710 to your agents. Where do 561 00:18:09,710 --> 00:18:13,320 they fall in the spectrum 562 00:18:13,420 --> 00:18:16,250 of importance if again, so 563 00:18:16,250 --> 00:18:21,220 much engagement is going to 564 00:18:21,250 --> 00:18:23,970 self- service, to digital channels, 565 00:18:23,970 --> 00:18:26,450 voice channels that are automated? 566 00:18:27,440 --> 00:18:29,040 So the next trend is 567 00:18:29,040 --> 00:18:32,680 about agents and the technologies 568 00:18:32,680 --> 00:18:35,010 that agents need to be 569 00:18:35,010 --> 00:18:38,820 able to effectively support their 570 00:18:38,820 --> 00:18:41,470 customers. So to be able 571 00:18:41,470 --> 00:18:43,040 to talk about this, let's 572 00:18:43,040 --> 00:18:44,280 look at this data again, 573 00:18:44,440 --> 00:18:46,300 the dimension data that I 574 00:18:46,300 --> 00:18:48,380 had brought up before. So 575 00:18:48,380 --> 00:18:50,700 the bottom set of data is 576 00:18:50,700 --> 00:18:54,010 really interesting. It's all about 577 00:18:54,520 --> 00:18:56,050 phone volumes and it's not 578 00:18:56,440 --> 00:18:58,350 voice self- service, this is 579 00:18:58,350 --> 00:19:01,110 live agents on the phone 580 00:19:01,200 --> 00:19:03,910 answering customer calls. And what 581 00:19:03,910 --> 00:19:06,480 we find is that 64% 582 00:19:06,480 --> 00:19:08,490 of contact center decision makers 583 00:19:08,720 --> 00:19:13,200 believe that voice volumes will 584 00:19:13,200 --> 00:19:17,350 drop. And this is understandable 585 00:19:17,350 --> 00:19:19,680 because we're moving to a 586 00:19:19,680 --> 00:19:23,920 digital first self- service first 587 00:19:23,920 --> 00:19:26,530 world. But what's actually getting 588 00:19:26,530 --> 00:19:29,480 into the contact center? It's 589 00:19:29,480 --> 00:19:31,600 the harder calls, the calls 590 00:19:31,730 --> 00:19:33,730 that weren't able to be 591 00:19:33,730 --> 00:19:37,700 answered via self surface, where a 592 00:19:37,860 --> 00:19:40,010 customer has already gone to 593 00:19:40,010 --> 00:19:41,400 your website, to your mobile 594 00:19:41,400 --> 00:19:43,790 site, looked for information, perhaps 595 00:19:43,790 --> 00:19:46,240 even chatted with an agent, 596 00:19:46,300 --> 00:19:47,900 isn't able to really get 597 00:19:47,900 --> 00:19:49,630 the answer. So they're picking 598 00:19:49,630 --> 00:19:50,860 up the phone and they're 599 00:19:50,860 --> 00:19:53,440 calling a contact center. So 600 00:19:53,830 --> 00:19:56,300 voice calls, the actual volume 601 00:19:56,300 --> 00:19:58,470 is dropping. Again, because self 602 00:19:58,470 --> 00:20:00,280 service is picking off a 603 00:20:00,280 --> 00:20:01,900 lot of the easy inquiries. 604 00:20:02,140 --> 00:20:05,410 But the length of calls 605 00:20:05,470 --> 00:20:08,220 is actually getting longer again, 606 00:20:08,220 --> 00:20:09,260 because you're getting the more 607 00:20:09,260 --> 00:20:11,660 complicated calls. It could be 608 00:20:11,660 --> 00:20:13,470 the exceptions, it could be 609 00:20:13,470 --> 00:20:18,470 the calls where there's multiple 610 00:20:18,470 --> 00:20:22,090 questions within a call. So 611 00:20:22,090 --> 00:20:23,140 your agents are getting the 612 00:20:23,140 --> 00:20:25,860 harder calls. Something else is 613 00:20:25,860 --> 00:20:31,120 happening as well, your customers 614 00:20:32,030 --> 00:20:34,190 are frustrated as they get 615 00:20:34,190 --> 00:20:36,830 to the agent. So the 616 00:20:36,830 --> 00:20:39,090 agent doesn't necessarily only need 617 00:20:39,090 --> 00:20:41,420 to deal with the harder 618 00:20:41,420 --> 00:20:43,850 call, but they may be 619 00:20:43,910 --> 00:20:45,530 having to deal with the customer 620 00:20:45,530 --> 00:20:47,530 who's frustrated because their time 621 00:20:47,530 --> 00:20:49,020 has been wasted by going 622 00:20:49,020 --> 00:20:50,240 to self- service and not 623 00:20:50,240 --> 00:20:51,470 finding what they're looking for. 624 00:20:51,820 --> 00:20:53,680 Or are they maybe anxious. They 625 00:20:53,680 --> 00:20:55,360 have a medication that's not 626 00:20:55,360 --> 00:20:58,570 covered by their policy and 627 00:20:58,570 --> 00:21:00,350 it's a medication that's prescribed 628 00:21:00,350 --> 00:21:01,860 that they really need. Or 629 00:21:01,860 --> 00:21:04,050 they're angry because on their 630 00:21:04,050 --> 00:21:05,750 bills there's a surcharge that 631 00:21:05,750 --> 00:21:07,730 they don't understand. And so 632 00:21:07,730 --> 00:21:09,300 they're in a combative mood. 633 00:21:09,500 --> 00:21:11,500 So the agent actually has a 634 00:21:11,500 --> 00:21:13,460 tough time. They're getting this 635 00:21:13,460 --> 00:21:17,910 escalated call which is a 636 00:21:18,120 --> 00:21:20,610 harder call because the work 637 00:21:20,610 --> 00:21:22,330 is more complex and they're 638 00:21:22,330 --> 00:21:24,130 having to understand the emotional 639 00:21:24,130 --> 00:21:26,020 state of the customer and 640 00:21:26,020 --> 00:21:28,480 react to that emotional state, 641 00:21:28,830 --> 00:21:32,300 turn the conversation around and 642 00:21:32,300 --> 00:21:34,350 do the right thing for 643 00:21:34,350 --> 00:21:36,760 the customer. So where does 644 00:21:36,860 --> 00:21:38,820 this all tie into the 645 00:21:38,820 --> 00:21:43,410 prediction about the agent desktop 646 00:21:44,170 --> 00:21:46,450 evolve? And this is because 647 00:21:46,450 --> 00:21:48,700 your agents today have to 648 00:21:48,700 --> 00:21:50,860 be supported by a much 649 00:21:50,860 --> 00:21:53,490 greater range of technologies to 650 00:21:53,490 --> 00:21:55,450 be able to serve the 651 00:21:55,450 --> 00:21:58,550 customer and provide the quality 652 00:21:58,550 --> 00:22:00,660 of service that they expect. 653 00:22:01,170 --> 00:22:03,500 So what we find is 654 00:22:03,500 --> 00:22:04,520 if you look at most 655 00:22:04,520 --> 00:22:07,550 agent desktops, they have a customer 656 00:22:07,550 --> 00:22:10,130 service solution that they're doing 657 00:22:10,130 --> 00:22:11,530 their work in. And their 658 00:22:11,530 --> 00:22:13,920 customer service solution does things like 659 00:22:14,470 --> 00:22:16,410 help you identify the customer, 660 00:22:16,410 --> 00:22:18,210 pull up the customer history, 661 00:22:18,910 --> 00:22:21,460 being able to capture the 662 00:22:21,460 --> 00:22:24,350 inquiry details, workflow the inquiry. 663 00:22:25,340 --> 00:22:26,670 It's got components of case 664 00:22:26,670 --> 00:22:29,390 management. You may also be 665 00:22:29,390 --> 00:22:31,050 able to pop up some 666 00:22:31,580 --> 00:22:33,770 associated knowledge from the knowledge 667 00:22:33,770 --> 00:22:41,530 base. And this customer service 668 00:22:41,530 --> 00:22:43,770 solution is also able to 669 00:22:43,770 --> 00:22:45,760 work omnichannel inquiries. So not 670 00:22:45,760 --> 00:22:47,390 only phone calls but digital 671 00:22:47,390 --> 00:22:49,530 inquiries as well. But what we 672 00:22:49,530 --> 00:22:52,420 also find is that many 673 00:22:52,420 --> 00:22:54,420 contact centers are layering on 674 00:22:54,480 --> 00:22:57,910 additional technologies to make agents 675 00:22:57,910 --> 00:23:01,070 more efficient, more effective, and 676 00:23:01,070 --> 00:23:03,860 to be able to prescribe 677 00:23:03,860 --> 00:23:05,470 the right set of actions 678 00:23:05,470 --> 00:23:07,940 for the agent. So on 679 00:23:07,940 --> 00:23:10,430 desktops, in terms of efficiency 680 00:23:10,430 --> 00:23:12,600 tools, we see many companies 681 00:23:12,600 --> 00:23:15,130 adopting things like RPA or 682 00:23:15,130 --> 00:23:19,030 process guidance that handhold agents 683 00:23:19,030 --> 00:23:24,890 through predefined processes around effectiveness 684 00:23:24,890 --> 00:23:26,740 tool to make agents more 685 00:23:26,740 --> 00:23:30,420 effective. We see, for example 686 00:23:30,420 --> 00:23:32,450 cognitive search solutions that are 687 00:23:32,450 --> 00:23:36,530 layered on top of silos 688 00:23:36,530 --> 00:23:39,380 of data like bug databases 689 00:23:39,380 --> 00:23:42,040 or content repositories to be 690 00:23:42,040 --> 00:23:43,380 able to pull up the 691 00:23:43,380 --> 00:23:45,710 right content or the right 692 00:23:45,960 --> 00:23:48,640 related data based on the 693 00:23:48,640 --> 00:23:51,380 customer's inquiry. We also see 694 00:23:51,380 --> 00:23:53,250 tools like agent facing chat 695 00:23:53,250 --> 00:23:56,430 bots to help the agent 696 00:23:56,640 --> 00:23:58,540 surface the right data, the 697 00:23:58,540 --> 00:24:00,680 right information that they need 698 00:24:00,940 --> 00:24:02,720 depending on the intent that's 699 00:24:02,720 --> 00:24:05,490 captured from the customer. We 700 00:24:05,490 --> 00:24:08,710 also see collaboration tools where 701 00:24:08,710 --> 00:24:10,760 agents can collaborate with other 702 00:24:10,760 --> 00:24:11,940 agents to work on the 703 00:24:11,940 --> 00:24:14,360 harder work. And we also 704 00:24:14,360 --> 00:24:16,030 see in terms of prescriptive 705 00:24:16,030 --> 00:24:17,020 tool, a lot of the 706 00:24:17,020 --> 00:24:21,360 AI or intelligence fueled solutions 707 00:24:21,360 --> 00:24:23,150 to be able to push 708 00:24:23,150 --> 00:24:25,660 the next best action to 709 00:24:25,660 --> 00:24:26,930 the agent. What's the next 710 00:24:26,930 --> 00:24:29,150 best conversation the agent needs 711 00:24:29,150 --> 00:24:30,570 to have or the right 712 00:24:30,640 --> 00:24:32,500 offer to be able to 713 00:24:32,960 --> 00:24:34,980 present to the agent that 714 00:24:34,980 --> 00:24:38,690 has the highest rate of 715 00:24:38,690 --> 00:24:40,620 being accepted. So what we 716 00:24:40,620 --> 00:24:43,060 find is again, the agents 717 00:24:43,130 --> 00:24:44,680 are working on the harder work 718 00:24:45,040 --> 00:24:49,010 and they are helped along 719 00:24:49,240 --> 00:24:52,420 by this set of tooling 720 00:24:52,640 --> 00:24:54,580 that tends to be assembled 721 00:24:55,260 --> 00:24:56,780 by starting off with a customer 722 00:24:56,780 --> 00:24:58,610 service solution and then layering 723 00:24:58,610 --> 00:25:00,770 on the technologies that are 724 00:25:00,770 --> 00:25:02,100 needed to be able to 725 00:25:02,100 --> 00:25:11,650 adequately support the agent. So 726 00:25:11,750 --> 00:25:14,460 Joe, does that resonate? Yeah. And 727 00:25:15,640 --> 00:25:16,460 it almost looks like I 728 00:25:16,460 --> 00:25:17,310 stole your homework a little 729 00:25:17,570 --> 00:25:18,690 bit, but I love what 730 00:25:18,690 --> 00:25:19,830 you just brought up because 731 00:25:19,830 --> 00:25:21,010 it ties right into our 732 00:25:21,010 --> 00:25:23,640 second prediction that employees become 733 00:25:23,640 --> 00:25:25,590 a brand differentiator that are 734 00:25:25,590 --> 00:25:27,790 augmented by AI. And Kate, 735 00:25:27,790 --> 00:25:28,440 if there's one thing I think that 736 00:25:28,950 --> 00:25:29,910 you hit on really nicely 737 00:25:29,950 --> 00:25:31,550 that I got from that was as 738 00:25:31,550 --> 00:25:33,420 AI is becoming increasingly more 739 00:25:33,420 --> 00:25:36,460 consistent and capable, we're finding 740 00:25:36,460 --> 00:25:37,850 that in the contact center, 741 00:25:37,850 --> 00:25:39,160 the agent's work is going 742 00:25:39,160 --> 00:25:40,050 to become not just more 743 00:25:40,050 --> 00:25:41,980 difficult, but empathetic as well. 744 00:25:42,610 --> 00:25:43,880 So it's important that we 745 00:25:43,880 --> 00:25:46,110 understand that really AI will 746 00:25:46,110 --> 00:25:47,530 enable agents to make better 747 00:25:47,720 --> 00:25:49,680 decisions and focus on empathy 748 00:25:49,860 --> 00:25:52,350 within those customer interactions. And 749 00:25:52,350 --> 00:25:53,900 we're seeing that now through 750 00:25:53,900 --> 00:25:55,450 just- in- time interfaces that 751 00:25:55,450 --> 00:25:57,540 are surfacing both information and 752 00:25:57,540 --> 00:25:59,220 even applications as they're needed 753 00:25:59,220 --> 00:26:01,220 in real time. What I've 754 00:26:01,320 --> 00:26:02,360 gotten away from this, and 755 00:26:02,360 --> 00:26:03,110 even as I was a 756 00:26:03,110 --> 00:26:05,220 support engineer, is that complicated 757 00:26:05,220 --> 00:26:07,350 interfaces and integrations and other 758 00:26:07,350 --> 00:26:09,250 systems, those should no longer 759 00:26:09,250 --> 00:26:10,410 be the obligation of the 760 00:26:10,410 --> 00:26:12,290 agent, rather the bandwidth to 761 00:26:12,290 --> 00:26:14,070 pay attention to this interaction. 762 00:26:14,650 --> 00:26:16,430 So as we're tying that 763 00:26:16,430 --> 00:26:18,130 up for our prediction around 764 00:26:18,130 --> 00:26:20,100 employees becoming a brand differentiator, 765 00:26:20,620 --> 00:26:21,670 we think about that the 766 00:26:21,670 --> 00:26:23,420 rising interactions are happening across 767 00:26:23,470 --> 00:26:25,510 channels, but what's going to 768 00:26:25,580 --> 00:26:26,960 the agents are more difficult. 769 00:26:27,130 --> 00:26:28,110 So the tools that they 770 00:26:28,110 --> 00:26:30,210 need are companion tools that 771 00:26:30,210 --> 00:26:31,860 are infused in those applications, 772 00:26:31,860 --> 00:26:33,760 not beside them, and AI 773 00:26:33,760 --> 00:26:35,370 is helping agents make these 774 00:26:35,370 --> 00:26:36,890 great judgment calls while they're 775 00:26:36,890 --> 00:26:38,970 on an interaction not replacing 776 00:26:38,970 --> 00:26:40,900 agents. So if you remember 777 00:26:40,900 --> 00:26:41,670 a few years ago, Apple 778 00:26:41,670 --> 00:26:42,960 music was really popular for 779 00:26:42,970 --> 00:26:45,570 having real DJs curating playlists. 780 00:26:46,210 --> 00:26:47,910 It was about humans being 781 00:26:47,910 --> 00:26:49,220 important and part of that new 782 00:26:49,220 --> 00:26:50,500 offering they had around Apple 783 00:26:50,500 --> 00:26:52,000 music. I think we're seeing 784 00:26:52,000 --> 00:26:53,290 that pendulum swing come back 785 00:26:53,290 --> 00:26:55,640 again to humans being crucial 786 00:26:55,690 --> 00:26:57,710 to the experience. And just 787 00:26:57,710 --> 00:26:59,180 a quick story there before 788 00:26:59,180 --> 00:27:00,700 I babble like I always 789 00:27:00,700 --> 00:27:02,210 do. When we look at 790 00:27:02,210 --> 00:27:04,050 large retailers, imagine you're a 791 00:27:04,050 --> 00:27:05,670 parent moving your son or 792 00:27:05,670 --> 00:27:07,530 daughter into college. What if 793 00:27:07,530 --> 00:27:08,090 you went to one of 794 00:27:08,090 --> 00:27:09,240 those large retailers and bought 795 00:27:09,240 --> 00:27:10,130 all the items you need 796 00:27:10,130 --> 00:27:11,410 for a dorm, right? The 797 00:27:11,720 --> 00:27:13,530 air conditioning unit, maybe a 798 00:27:13,530 --> 00:27:15,100 mini fridge, maybe some food, 799 00:27:15,540 --> 00:27:17,440 all these different items. If 800 00:27:17,490 --> 00:27:18,570 the roommate already had them, 801 00:27:18,570 --> 00:27:19,520 you might want to return 802 00:27:19,520 --> 00:27:20,690 them. But think about how 803 00:27:20,690 --> 00:27:22,070 many return policies that is. 804 00:27:22,070 --> 00:27:23,160 And we've done the research 805 00:27:23,160 --> 00:27:24,740 and seen on average, these 806 00:27:24,740 --> 00:27:26,020 large retailers have upwards of 807 00:27:26,040 --> 00:27:28,500 19 different return policies. So 808 00:27:28,500 --> 00:27:29,420 if you call in just 809 00:27:29,420 --> 00:27:30,180 to figure out and what 810 00:27:30,180 --> 00:27:31,250 you can actually bring back 811 00:27:31,250 --> 00:27:33,010 and what's a lost cause, 812 00:27:33,370 --> 00:27:34,240 that's a lot for the 813 00:27:34,240 --> 00:27:35,660 agent to dig through. That 814 00:27:35,660 --> 00:27:36,690 means they're going on hold. 815 00:27:36,690 --> 00:27:37,500 That means there's a lot 816 00:27:37,540 --> 00:27:38,870 of ums and uhs as they try 817 00:27:38,870 --> 00:27:39,740 to figure it out on 818 00:27:39,740 --> 00:27:41,930 their end. Using these AI 819 00:27:41,930 --> 00:27:43,960 assisted technologies mean I can 820 00:27:43,960 --> 00:27:45,650 pull up the closest location 821 00:27:45,650 --> 00:27:46,650 to you based around your 822 00:27:46,650 --> 00:27:47,650 call and what you said, 823 00:27:47,650 --> 00:27:49,610 where you're located, what college 824 00:27:49,950 --> 00:27:50,770 and then I can let 825 00:27:50,770 --> 00:27:53,040 the AI identify the nuances 826 00:27:53,040 --> 00:27:54,220 of what items are you 827 00:27:54,220 --> 00:27:56,260 returning and what's the gotchas 828 00:27:56,260 --> 00:27:57,500 there that are important in 829 00:27:57,500 --> 00:27:59,470 that return process. This means 830 00:27:59,470 --> 00:28:00,480 I'm focused on you, the 831 00:28:00,480 --> 00:28:02,840 person calling in, the son 832 00:28:02,840 --> 00:28:03,850 or daughter you've just moved 833 00:28:03,850 --> 00:28:04,880 in and the situation you 834 00:28:04,880 --> 00:28:06,100 have at hand, not on 835 00:28:06,100 --> 00:28:08,280 these individual line items. So 836 00:28:08,280 --> 00:28:09,570 Kate, I'll hand it back 837 00:28:09,570 --> 00:28:10,530 to you here for your 838 00:28:10,530 --> 00:28:11,820 final point and any questions 839 00:28:11,820 --> 00:28:12,790 or comments you have on 840 00:28:12,790 --> 00:28:14,970 this one too? Yeah. The 841 00:28:14,970 --> 00:28:16,020 one thing that I forgot 842 00:28:16,020 --> 00:28:17,150 to say is, and you 843 00:28:17,150 --> 00:28:18,640 said it really well, is 844 00:28:18,760 --> 00:28:21,280 agents have to be supported 845 00:28:21,280 --> 00:28:22,890 by these companion tools or 846 00:28:22,890 --> 00:28:24,660 desktop technologies to be able 847 00:28:24,660 --> 00:28:26,220 to focus on the conversation 848 00:28:26,220 --> 00:28:28,100 at hand. And there's also 849 00:28:28,240 --> 00:28:30,610 technologies that are helping make 850 00:28:30,610 --> 00:28:32,500 agents more empathetic. For example, 851 00:28:32,500 --> 00:28:34,850 behavioral routing, being able to 852 00:28:34,850 --> 00:28:37,220 understand the conversation style of 853 00:28:37,220 --> 00:28:38,420 the customer and routed to 854 00:28:38,790 --> 00:28:40,140 the agent that's got the same 855 00:28:40,260 --> 00:28:43,370 conversational style. Or for example, 856 00:28:43,440 --> 00:28:45,370 popping up on the agent's 857 00:28:45,370 --> 00:28:49,530 screen for example, indicators of 858 00:28:52,030 --> 00:28:55,280 the customer's emotion. Are they 859 00:28:55,360 --> 00:28:57,540 anxious or are they angry? 860 00:28:57,800 --> 00:28:59,090 And again, these are tools, they're 861 00:28:59,500 --> 00:29:02,010 companion tools to not only 862 00:29:02,010 --> 00:29:03,820 help the agent work on the 863 00:29:03,820 --> 00:29:05,840 harder work, but as well 864 00:29:05,840 --> 00:29:09,500 emotionally connect with the customer. Because 865 00:29:09,500 --> 00:29:11,070 if you get these interactions, 866 00:29:11,070 --> 00:29:12,880 these live agent interactions right 867 00:29:12,880 --> 00:29:14,680 it actually has a disproportionate 868 00:29:14,850 --> 00:29:18,140 effect on customer satisfaction and 869 00:29:18,140 --> 00:29:21,010 they're all for overall retention 870 00:29:21,550 --> 00:29:23,480 and loyalty to the brand. 871 00:29:23,480 --> 00:29:25,410 So again, these companion tools 872 00:29:25,410 --> 00:29:26,970 are really important to make 873 00:29:26,970 --> 00:29:27,970 sure that the agents are 874 00:29:28,060 --> 00:29:30,070 fully supported and that they're 875 00:29:30,070 --> 00:29:32,640 able to concentrate on the 876 00:29:32,640 --> 00:29:34,790 conversation of the customer. So 877 00:29:38,400 --> 00:29:40,220 that goes to our next 878 00:29:40,220 --> 00:29:44,360 trend where as you infuse 879 00:29:44,710 --> 00:29:47,610 all of these companion tools, all 880 00:29:47,610 --> 00:29:49,710 this automation, all this AI 881 00:29:49,710 --> 00:29:52,140 into your contact center, the 882 00:29:52,140 --> 00:29:54,790 way that you staff your 883 00:29:54,790 --> 00:29:57,560 contact center has to change. 884 00:29:57,970 --> 00:30:00,310 And this is really interesting. 885 00:30:00,350 --> 00:30:02,470 Think about it this way. 886 00:30:04,040 --> 00:30:06,180 You now have great self 887 00:30:06,180 --> 00:30:10,210 service technology, self service process, 888 00:30:10,580 --> 00:30:12,970 knowledge management, FAQs on your 889 00:30:12,970 --> 00:30:16,300 websites, chat bots that are 890 00:30:16,300 --> 00:30:18,920 able to help answer the 891 00:30:18,920 --> 00:30:23,210 simple, the reproducible questions that your 892 00:30:23,350 --> 00:30:25,900 customers have. So ultimately what 893 00:30:25,900 --> 00:30:27,830 happens to your generalists, what 894 00:30:27,830 --> 00:30:28,990 happens to your tier one 895 00:30:28,990 --> 00:30:31,440 agents? And what many companies 896 00:30:31,440 --> 00:30:33,640 find is that these roles 897 00:30:34,310 --> 00:30:37,620 aren't needed as much as 898 00:30:37,620 --> 00:30:39,100 they were a couple of 899 00:30:39,100 --> 00:30:41,320 years ago. So jobs are 900 00:30:41,320 --> 00:30:45,940 changing where companies need fewer 901 00:30:46,160 --> 00:30:48,220 of the lower tiered agents 902 00:30:48,440 --> 00:30:49,710 and they may take these 903 00:30:49,710 --> 00:30:52,790 agents and retrain them or 904 00:30:52,790 --> 00:30:55,070 repurpose them into new roles. 905 00:30:55,300 --> 00:30:57,030 What about having a tier 906 00:30:57,030 --> 00:30:58,720 one agent now be the 907 00:30:58,720 --> 00:31:01,750 bot supervisor who is supervising 908 00:31:01,750 --> 00:31:04,830 the bot who's answering all 909 00:31:04,830 --> 00:31:06,930 the routine questions that the 910 00:31:07,500 --> 00:31:09,560 agent used to answer? The 911 00:31:09,560 --> 00:31:11,640 agent can take over when 912 00:31:11,640 --> 00:31:13,760 the automation fails or the 913 00:31:13,810 --> 00:31:17,700 agent can recommend new automations 914 00:31:17,800 --> 00:31:20,450 dependent on the customers' incoming 915 00:31:20,450 --> 00:31:22,870 requests. But again, this bot 916 00:31:22,870 --> 00:31:25,670 supervisor or bot manager is 917 00:31:25,670 --> 00:31:27,430 a new role that is 918 00:31:27,430 --> 00:31:29,220 opening up in the contact center 919 00:31:29,220 --> 00:31:31,210 that's perfect for a tier 920 00:31:31,210 --> 00:31:33,210 one agent and it's a 921 00:31:33,210 --> 00:31:34,590 role that didn't exist a couple of 922 00:31:34,910 --> 00:31:36,970 years ago. So what we 923 00:31:36,970 --> 00:31:37,980 also see is that some 924 00:31:37,980 --> 00:31:40,390 jobs are going to become 925 00:31:40,640 --> 00:31:42,660 a lot more important. For 926 00:31:42,660 --> 00:31:46,250 example, think about the roles 927 00:31:46,310 --> 00:31:49,310 that script or create the 928 00:31:49,310 --> 00:31:52,480 content that it fills your FAQs or your 929 00:31:52,480 --> 00:31:54,430 knowledge bases, here on the 930 00:31:54,430 --> 00:31:55,630 screen I call them knowledge 931 00:31:55,630 --> 00:31:58,440 workers. Or think about the 932 00:31:58,590 --> 00:32:00,730 tier three, tier four agents. 933 00:32:02,630 --> 00:32:03,630 The harder work is now 934 00:32:03,630 --> 00:32:05,060 getting to the contact center 935 00:32:05,060 --> 00:32:07,210 agent. And so your agents 936 00:32:07,210 --> 00:32:08,670 have to be retrained, they 937 00:32:08,670 --> 00:32:09,830 have to be up scaled 938 00:32:09,830 --> 00:32:10,870 or perhaps you need a 939 00:32:10,870 --> 00:32:13,130 whole new profile of agents 940 00:32:13,730 --> 00:32:14,900 to work on the really 941 00:32:14,900 --> 00:32:17,950 complex work. We call these 942 00:32:18,000 --> 00:32:19,780 folks super agents. Not only 943 00:32:19,780 --> 00:32:22,760 are they technically competent, they 944 00:32:22,760 --> 00:32:25,070 have all the skills to 945 00:32:25,070 --> 00:32:26,900 be able to answer the 946 00:32:26,900 --> 00:32:29,360 harder questions, but they also 947 00:32:29,360 --> 00:32:33,570 have great emotional intelligence to 948 00:32:33,570 --> 00:32:36,100 be able to relate to 949 00:32:36,100 --> 00:32:38,800 the customer in their anxious 950 00:32:38,800 --> 00:32:41,670 or angry or frustrated state. 951 00:32:42,100 --> 00:32:42,680 And then you're going to 952 00:32:42,680 --> 00:32:43,680 have a whole new set 953 00:32:43,710 --> 00:32:44,960 of jobs that didn't exist 954 00:32:44,960 --> 00:32:47,140 in the contact center. All 955 00:32:47,140 --> 00:32:49,800 the data science roles to 956 00:32:49,800 --> 00:32:50,770 be able to create the 957 00:32:50,780 --> 00:32:52,680 automations, to be able to 958 00:32:53,060 --> 00:32:55,650 create and manage and optimize 959 00:32:55,650 --> 00:32:58,560 the machine learning models. And 960 00:32:58,560 --> 00:33:01,010 then conversational designers. These are 961 00:33:01,010 --> 00:33:05,430 actually business analysts or they 962 00:33:05,430 --> 00:33:09,050 could even be former agents 963 00:33:09,300 --> 00:33:11,230 that are responsible for scripted 964 00:33:11,520 --> 00:33:13,720 bot conversations. So when we 965 00:33:13,720 --> 00:33:16,570 find is that the more 966 00:33:16,570 --> 00:33:18,980 you automate within your contact 967 00:33:18,980 --> 00:33:20,130 center, the more you add 968 00:33:20,130 --> 00:33:23,670 AI, your jobs will slowly 969 00:33:23,670 --> 00:33:25,080 change over time. And let 970 00:33:25,080 --> 00:33:26,530 me tell you two stories. 971 00:33:27,360 --> 00:33:28,480 First of all, there's the 972 00:33:29,420 --> 00:33:33,850 tax service that we probably 973 00:33:33,850 --> 00:33:38,300 all use. They don't hire 974 00:33:38,300 --> 00:33:39,860 agents anymore. They hire two 975 00:33:39,860 --> 00:33:42,150 different roles. The first role 976 00:33:42,150 --> 00:33:44,940 is a software engineer. Somebody 977 00:33:44,940 --> 00:33:46,610 who can trouble shoot their 978 00:33:46,610 --> 00:33:49,410 tax software. The second role 979 00:33:49,410 --> 00:33:50,810 that they hire for is 980 00:33:50,810 --> 00:33:53,040 a tax accountant, somebody who 981 00:33:53,040 --> 00:33:56,240 is able to answer the 982 00:33:56,240 --> 00:33:59,140 harder tax questions that customers 983 00:33:59,140 --> 00:34:02,450 have. So again, they've seen 984 00:34:03,110 --> 00:34:05,160 their jobs change over time. 985 00:34:05,460 --> 00:34:07,570 Pier 1 Imports is really 986 00:34:07,570 --> 00:34:10,780 interesting example. So Pier 1 987 00:34:10,780 --> 00:34:16,480 sells modern furniture over the 988 00:34:16,480 --> 00:34:20,370 web. They don't hire agents 989 00:34:20,370 --> 00:34:23,170 anymore, they hire folks with 990 00:34:24,230 --> 00:34:26,630 design degrees or folks who 991 00:34:26,630 --> 00:34:27,980 have a passion for home 992 00:34:27,980 --> 00:34:29,540 decorating because the questions that 993 00:34:29,540 --> 00:34:30,930 they get aren't about the 994 00:34:30,930 --> 00:34:32,860 dimensions of table or chair 995 00:34:32,860 --> 00:34:36,040 for example. But questions like, 996 00:34:36,270 --> 00:34:38,060 I have yellow walls and 997 00:34:38,060 --> 00:34:39,450 I have a green carpet. 998 00:34:39,480 --> 00:34:41,250 Would the orange couch look 999 00:34:41,250 --> 00:34:42,640 better, would the green couch 1000 00:34:42,640 --> 00:34:44,030 look better? So it's more 1001 00:34:44,030 --> 00:34:47,500 consultancy and advice and they 1002 00:34:47,500 --> 00:34:50,470 find that there's only a 1003 00:34:50,470 --> 00:34:52,220 select number of folks that 1004 00:34:52,220 --> 00:34:54,780 have a real passion for 1005 00:34:54,780 --> 00:34:56,720 home decorating or design and 1006 00:34:56,720 --> 00:34:58,510 they go after those roles. 1007 00:34:58,510 --> 00:34:59,870 What they've also found is 1008 00:34:59,870 --> 00:35:02,000 that they can't source those 1009 00:35:02,000 --> 00:35:05,170 roles within a small geographic 1010 00:35:05,170 --> 00:35:07,070 area to be able to 1011 00:35:07,070 --> 00:35:08,540 staff their contact center. And 1012 00:35:08,540 --> 00:35:10,170 so they actually have had 1013 00:35:10,170 --> 00:35:12,280 to move to a remote 1014 00:35:12,760 --> 00:35:14,300 work at home model for 1015 00:35:14,300 --> 00:35:17,810 their contact center. The other 1016 00:35:17,810 --> 00:35:19,460 big change that's going to 1017 00:35:19,460 --> 00:35:22,110 happen is as the harder work 1018 00:35:22,360 --> 00:35:23,760 gets into your contact center, 1019 00:35:25,710 --> 00:35:27,300 the way that you measure 1020 00:35:27,360 --> 00:35:30,010 outcomes has to change. You 1021 00:35:30,010 --> 00:35:31,850 may not want to hold 1022 00:35:31,920 --> 00:35:34,110 your agents' feet to the 1023 00:35:34,110 --> 00:35:37,230 fire anymore and monitor their 1024 00:35:37,230 --> 00:35:39,410 handle times and their speed 1025 00:35:39,410 --> 00:35:41,330 of answer and all the 1026 00:35:41,330 --> 00:35:43,210 other productivity measures that we 1027 00:35:43,210 --> 00:35:45,350 use in the contact center. You may 1028 00:35:45,350 --> 00:35:47,670 want to be more focused on 1029 00:35:47,730 --> 00:35:49,890 outcomes. How good was the 1030 00:35:49,890 --> 00:35:53,970 interaction, customer satisfaction, quality of 1031 00:35:53,970 --> 00:35:56,440 service metrics that then can 1032 00:35:56,440 --> 00:36:00,100 be tied to customer retention 1033 00:36:00,850 --> 00:36:04,150 and customer lifetime value and 1034 00:36:04,150 --> 00:36:09,040 ultimately company revenue. Shopify for 1035 00:36:09,040 --> 00:36:12,320 example, in one of their 1036 00:36:12,320 --> 00:36:14,300 contact centers they have over 500 1037 00:36:14,300 --> 00:36:17,530 agents and they have moved 1038 00:36:17,580 --> 00:36:19,780 to a quality of service 1039 00:36:19,780 --> 00:36:22,300 metric. They still measure handle 1040 00:36:22,300 --> 00:36:25,150 times mainly to be able 1041 00:36:25,150 --> 00:36:28,610 to appropriately staff their contact 1042 00:36:28,610 --> 00:36:32,070 center, but their agents aren't 1043 00:36:32,430 --> 00:36:37,060 emphasized and penalized on handle 1044 00:36:37,060 --> 00:36:39,740 time or of speed of answers. Again, 1045 00:36:39,780 --> 00:36:42,110 the only measure of success 1046 00:36:42,550 --> 00:36:45,070 and measure of agent success is 1047 00:36:45,070 --> 00:36:48,600 the quality of service. So 1048 00:36:48,600 --> 00:36:50,000 again, as you add AI 1049 00:36:50,000 --> 00:36:51,040 and automation, you've got to 1050 00:36:51,040 --> 00:36:54,410 rethink not only the jobs 1051 00:36:54,920 --> 00:36:57,880 but measures of success metrics 1052 00:36:58,170 --> 00:36:59,690 and as well as your 1053 00:36:59,690 --> 00:37:04,940 workforce staffing policies. So Joe, 1054 00:37:05,670 --> 00:37:07,560 what do you think? I 1055 00:37:07,560 --> 00:37:08,900 love how you brought about 1056 00:37:08,970 --> 00:37:09,850 all of the changes that 1057 00:37:09,850 --> 00:37:10,830 are happening. I think this 1058 00:37:10,830 --> 00:37:12,840 is a really big thing 1059 00:37:12,840 --> 00:37:14,370 and we talk a lot 1060 00:37:14,370 --> 00:37:16,100 about experiences today, right? I 1061 00:37:16,100 --> 00:37:18,070 think we look at experience 1062 00:37:18,070 --> 00:37:19,460 as the platform being our third 1063 00:37:19,460 --> 00:37:20,460 one, and that is about 1064 00:37:20,460 --> 00:37:22,010 as umbrella as umbrella statements 1065 00:37:22,010 --> 00:37:22,940 can get. I want to 1066 00:37:22,940 --> 00:37:24,990 give some detail here around 1067 00:37:24,990 --> 00:37:25,770 what we mean when we 1068 00:37:25,770 --> 00:37:27,390 say experience of the platform 1069 00:37:27,390 --> 00:37:29,430 and why that's important. So 1070 00:37:29,430 --> 00:37:30,910 many companies are going for 1071 00:37:31,290 --> 00:37:33,600 personalized at scale, right? Making 1072 00:37:33,600 --> 00:37:35,060 sure that every customer gets 1073 00:37:35,060 --> 00:37:36,440 the interaction they're looking for. 1074 00:37:36,800 --> 00:37:37,610 There's a few that do 1075 00:37:37,610 --> 00:37:39,190 this really well. When you look 1076 00:37:39,190 --> 00:37:40,480 at Netflix, you don't want 1077 00:37:40,480 --> 00:37:42,550 to browse 20000 movies, that's 1078 00:37:42,630 --> 00:37:43,750 probably not why you're paying 1079 00:37:43,750 --> 00:37:45,310 for it. What do you want to do is 1080 00:37:45,310 --> 00:37:46,360 watch a comedy on a 1081 00:37:46,480 --> 00:37:47,560 Thursday night and you only 1082 00:37:47,560 --> 00:37:48,110 have an hour and a 1083 00:37:48,110 --> 00:37:49,800 half. And when you look 1084 00:37:49,800 --> 00:37:50,930 at other servers there's like 1085 00:37:50,930 --> 00:37:52,310 Lynda which is now LinkedIn 1086 00:37:52,370 --> 00:37:54,990 Learning. I don't want to just take an 1087 00:37:54,990 --> 00:37:56,970 Adobe premiere pro 101 course 1088 00:37:57,080 --> 00:37:57,520 to learn how I'll be 1089 00:37:58,350 --> 00:38:00,220 using this software and I want to be 1090 00:38:00,220 --> 00:38:02,190 a film producer. So it's on 1091 00:38:02,190 --> 00:38:04,220 these companies to curate the 1092 00:38:04,710 --> 00:38:06,620 just wild amounts of content 1093 00:38:06,850 --> 00:38:08,500 they have and make it 1094 00:38:08,500 --> 00:38:10,210 personalized to the person using 1095 00:38:10,210 --> 00:38:11,880 it. This is the year 1096 00:38:11,880 --> 00:38:13,270 that we have that capability 1097 00:38:13,550 --> 00:38:14,670 and this is the year that I think 1098 00:38:14,670 --> 00:38:15,810 we started to see that being 1099 00:38:15,810 --> 00:38:17,670 necessary in the contact centers. 1100 00:38:18,620 --> 00:38:20,050 Today we talked about new 1101 00:38:20,050 --> 00:38:21,840 channels opening up these homes 1102 00:38:21,840 --> 00:38:23,940 or self service agents being 1103 00:38:25,260 --> 00:38:26,830 nudged in certain ways because of 1104 00:38:27,060 --> 00:38:28,350 AI and AI getting this 1105 00:38:28,350 --> 00:38:29,500 new insight. Well something that 1106 00:38:29,500 --> 00:38:31,530 was actually brought up in 1107 00:38:31,530 --> 00:38:32,750 a recent webinar with Ian 1108 00:38:32,750 --> 00:38:34,630 Jacobs towards the notion that 1109 00:38:34,680 --> 00:38:36,920 data science doesn't always know 1110 00:38:36,920 --> 00:38:38,500 contact center and contact center may 1111 00:38:38,790 --> 00:38:40,050 not always know data science. 1112 00:38:40,560 --> 00:38:42,420 So having a platform that 1113 00:38:42,420 --> 00:38:44,090 is unified in that its 1114 00:38:44,090 --> 00:38:46,140 ability to understand why are 1115 00:38:46,140 --> 00:38:47,590 we engaging with that customer 1116 00:38:47,590 --> 00:38:48,830 at this moment of truth 1117 00:38:48,830 --> 00:38:51,070 here and are we personalizing 1118 00:38:51,070 --> 00:38:53,320 this current interaction, the realtime 1119 00:38:53,320 --> 00:38:54,550 data we have about them 1120 00:38:55,060 --> 00:38:56,680 and historical context that we're 1121 00:38:56,680 --> 00:38:58,360 pulling in from integrations around 1122 00:38:58,360 --> 00:39:00,820 them. Lastly, what about that 1123 00:39:00,820 --> 00:39:02,900 context? That context is so 1124 00:39:02,900 --> 00:39:05,020 important so that every conversation 1125 00:39:05,370 --> 00:39:06,500 feels like that customer is 1126 00:39:06,500 --> 00:39:08,420 reaching out to some conversation of 1127 00:39:08,420 --> 00:39:10,150 the company, not just another 1128 00:39:10,150 --> 00:39:11,460 agent that is only talking to them 1129 00:39:11,460 --> 00:39:13,300 right now, but an ongoing 1130 00:39:13,300 --> 00:39:14,970 conversation that not only feeds 1131 00:39:14,970 --> 00:39:17,010 into what's happening between this 1132 00:39:17,010 --> 00:39:19,280 customer and agent relationship but 1133 00:39:19,280 --> 00:39:20,910 also what type of training 1134 00:39:20,910 --> 00:39:22,520 are we providing. We talked 1135 00:39:22,520 --> 00:39:23,350 a lot about that on 1136 00:39:23,350 --> 00:39:25,780 the WEM side around if 1137 00:39:25,780 --> 00:39:27,400 we're training our agents, the 1138 00:39:27,400 --> 00:39:28,410 culture we're building for them 1139 00:39:28,410 --> 00:39:30,130 should be personalized to what they 1140 00:39:30,280 --> 00:39:31,800 need to excel on their 1141 00:39:31,800 --> 00:39:32,980 own as well. I think 1142 00:39:33,120 --> 00:39:34,130 that's really important here is 1143 00:39:34,130 --> 00:39:35,980 that as personalization comes into 1144 00:39:35,980 --> 00:39:37,370 the tools provided to everyone 1145 00:39:37,380 --> 00:39:38,680 in the company, not just 1146 00:39:38,680 --> 00:39:40,200 the interactions that we have here. There's lot 1147 00:39:40,200 --> 00:39:42,800 we can learn. So I 1148 00:39:42,800 --> 00:39:44,260 have babbled, but what I want 1149 00:39:44,300 --> 00:39:46,750 to talk about is experience of platform being 1150 00:39:46,750 --> 00:39:48,500 important as having a commonality 1151 00:39:48,500 --> 00:39:49,760 to do this in unison 1152 00:39:50,060 --> 00:39:51,130 across all the things we 1153 00:39:51,130 --> 00:39:52,900 talked about today. And with 1154 00:39:52,900 --> 00:39:54,450 that I want to end 1155 00:39:54,450 --> 00:39:55,400 on our, what it means 1156 00:39:55,400 --> 00:39:56,540 slides before we open up 1157 00:39:56,540 --> 00:39:57,130 to that Q& A. So 1158 00:39:58,250 --> 00:39:58,850 Kate to kind of bring 1159 00:39:58,850 --> 00:40:00,090 it back to you here, 1160 00:40:00,350 --> 00:40:02,170 is there any of these five points 1161 00:40:02,170 --> 00:40:03,640 that you wanted to highlight as 1162 00:40:03,640 --> 00:40:04,880 we end today, before the 1163 00:40:04,880 --> 00:40:08,280 Q& A? I think it 1164 00:40:08,670 --> 00:40:10,010 all starts with the customer, 1165 00:40:10,390 --> 00:40:14,500 understanding your customer, whether you're 1166 00:40:14,500 --> 00:40:16,170 a consumer brand or you're a B2B 1167 00:40:17,140 --> 00:40:19,750 brand, understand the customer and 1168 00:40:19,750 --> 00:40:22,830 understand the value of supporting 1169 00:40:22,830 --> 00:40:24,470 your customer in the way 1170 00:40:24,470 --> 00:40:25,670 that they want to be 1171 00:40:25,670 --> 00:40:28,280 supported because better customer experiences 1172 00:40:28,510 --> 00:40:30,740 will ultimately translate into a 1173 00:40:30,740 --> 00:40:32,890 more loyal customer base that 1174 00:40:32,890 --> 00:40:35,630 will then translate into increased 1175 00:40:35,630 --> 00:40:38,380 customer retention and ultimately revenue. 1176 00:40:38,840 --> 00:40:40,470 And so understanding your customer, 1177 00:40:40,470 --> 00:40:41,880 you also have to understand 1178 00:40:41,880 --> 00:40:42,740 that they want their time 1179 00:40:42,740 --> 00:40:44,380 to be valued and that 1180 00:40:44,380 --> 00:40:45,920 they want to self serve 1181 00:40:46,150 --> 00:40:47,030 as a first point of 1182 00:40:47,030 --> 00:40:48,840 contact with the company and 1183 00:40:48,840 --> 00:40:50,390 that they are moving to 1184 00:40:50,390 --> 00:40:53,210 digital interactions. Whether it's voice 1185 00:40:53,210 --> 00:40:56,140 self service, whether it's asynchronous 1186 00:40:56,140 --> 00:40:58,580 messaging or whether it's synchronous 1187 00:40:58,580 --> 00:41:00,280 chat, but you really have 1188 00:41:00,280 --> 00:41:03,680 to understand your customers, the 1189 00:41:03,680 --> 00:41:04,850 way they want to interact 1190 00:41:04,850 --> 00:41:06,100 with you and support you're 1191 00:41:06,100 --> 00:41:08,490 customers and the modalities that they 1192 00:41:08,490 --> 00:41:10,450 want to use. As you 1193 00:41:10,450 --> 00:41:11,460 do that, you're going to 1194 00:41:11,460 --> 00:41:12,930 find that your customers want 1195 00:41:13,260 --> 00:41:14,230 to engage with you more 1196 00:41:14,230 --> 00:41:15,410 and more. It's a two 1197 00:41:15,410 --> 00:41:17,220 way relationship but you can't 1198 00:41:17,220 --> 00:41:19,430 keep up with the ballooning 1199 00:41:19,430 --> 00:41:21,520 volumes of interactions. So you've got to 1200 00:41:21,520 --> 00:41:23,800 turn to AI and automation 1201 00:41:23,800 --> 00:41:25,280 to be able to automate 1202 00:41:25,330 --> 00:41:29,020 as much of the interaction 1203 00:41:29,080 --> 00:41:30,900 or the engagement as possible 1204 00:41:31,220 --> 00:41:34,310 and then leave the value 1205 00:41:34,310 --> 00:41:37,030 added interactions to humans. So 1206 00:41:37,030 --> 00:41:38,660 it's AI and automation, like 1207 00:41:38,660 --> 00:41:41,240 Joe said, working together with 1208 00:41:42,040 --> 00:41:44,540 your agents. As you add 1209 00:41:44,540 --> 00:41:46,470 AI and automation to your 1210 00:41:46,470 --> 00:41:50,870 operations, realize that the work 1211 00:41:51,030 --> 00:41:52,960 that your line agents do, 1212 00:41:53,000 --> 00:41:54,560 whether they're digital agents or 1213 00:41:54,560 --> 00:41:55,770 whether they're phone agents is 1214 00:41:56,150 --> 00:41:57,090 going to change, it's going 1215 00:41:57,090 --> 00:41:59,430 to get harder. So your 1216 00:41:59,430 --> 00:42:00,650 interactions are going to get 1217 00:42:00,640 --> 00:42:03,090 longer, the work is going 1218 00:42:03,090 --> 00:42:05,160 to get harder. And so 1219 00:42:05,160 --> 00:42:08,030 you need to train to 1220 00:42:08,030 --> 00:42:09,670 up level your agents. You 1221 00:42:09,670 --> 00:42:11,540 need to staff them differently, 1222 00:42:11,540 --> 00:42:13,180 you need to measure them 1223 00:42:13,180 --> 00:42:15,750 differently. You need to think 1224 00:42:15,750 --> 00:42:18,240 about career pathing them. You need 1225 00:42:18,240 --> 00:42:20,170 to make your agents comfortable 1226 00:42:20,230 --> 00:42:22,630 with AI and automation and 1227 00:42:22,630 --> 00:42:24,270 explain the value of these 1228 00:42:24,270 --> 00:42:25,850 technologies to agents and then 1229 00:42:25,850 --> 00:42:30,830 career path them into roles 1230 00:42:30,830 --> 00:42:32,780 where they have a greater 1231 00:42:32,780 --> 00:42:35,840 impact to the end customer. 1232 00:42:36,140 --> 00:42:37,210 If you do that well, you're going to 1233 00:42:37,480 --> 00:42:39,030 find out that your agents want to 1234 00:42:39,030 --> 00:42:42,340 stay with you longer. Your 1235 00:42:42,340 --> 00:42:44,240 contact center's actually becoming a 1236 00:42:44,240 --> 00:42:45,590 more attractive place to work 1237 00:42:45,590 --> 00:42:51,060 in. And again, look at 1238 00:42:51,060 --> 00:42:52,260 the measures of success. I 1239 00:42:52,260 --> 00:42:53,700 guess that's my bullet five 1240 00:42:54,390 --> 00:42:56,490 and think back to being 1241 00:42:56,490 --> 00:42:58,410 customer centric, think about customer 1242 00:42:58,410 --> 00:43:01,210 centric measures of success. And Joe what 1243 00:43:01,210 --> 00:43:01,940 else? What did I miss? 1244 00:43:03,000 --> 00:43:04,070 I know everyone has heard 1245 00:43:04,070 --> 00:43:05,220 enough from me today, but 1246 00:43:05,220 --> 00:43:05,870 if I think I can 1247 00:43:05,870 --> 00:43:07,170 end it with one sentiment, 1248 00:43:07,410 --> 00:43:08,440 it all comes down to 1249 00:43:08,440 --> 00:43:10,140 what you said, it's trust. 1250 00:43:10,580 --> 00:43:11,390 Even before we get to 1251 00:43:11,390 --> 00:43:12,320 the data we'd like to 1252 00:43:12,320 --> 00:43:14,050 use to build machine learning 1253 00:43:14,050 --> 00:43:15,400 models to help our agents, 1254 00:43:15,400 --> 00:43:16,420 it just comes down to 1255 00:43:16,420 --> 00:43:17,460 do we have that trust 1256 00:43:17,460 --> 00:43:19,080 with the customer? And that's 1257 00:43:19,080 --> 00:43:20,680 the seed. I think it's 1258 00:43:20,680 --> 00:43:22,900 so important that you construct 1259 00:43:22,900 --> 00:43:25,340 these interactions and these experiences 1260 00:43:25,340 --> 00:43:26,290 that are built around the 1261 00:43:26,290 --> 00:43:28,090 notion of is this something 1262 00:43:28,090 --> 00:43:29,270 that's good for the customer? 1263 00:43:29,610 --> 00:43:30,390 And then you'll have the 1264 00:43:30,400 --> 00:43:31,810 data to make those insights. 1265 00:43:31,970 --> 00:43:32,580 And then if you take 1266 00:43:32,580 --> 00:43:33,500 care of that data and use 1267 00:43:33,500 --> 00:43:35,090 it effectively, you have those 1268 00:43:35,090 --> 00:43:36,470 insights to train your agents 1269 00:43:36,470 --> 00:43:37,300 and help them on those 1270 00:43:37,300 --> 00:43:39,230 interactions. But it all starts 1271 00:43:39,230 --> 00:43:40,510 with the notion that you 1272 00:43:40,510 --> 00:43:41,780 have to have that trust 1273 00:43:42,050 --> 00:43:44,410 to get that ability. And 1274 00:43:44,410 --> 00:43:45,960 with that, I think we 1275 00:43:45,960 --> 00:43:46,700 can open it up to a 1276 00:43:46,700 --> 00:43:48,110 few questions here today too. 1277 00:43:48,170 --> 00:43:49,310 Thanks so much to everyone 1278 00:43:49,310 --> 00:43:50,250 and again for sticking with 1279 00:43:50,250 --> 00:43:55,080 us here. Thanks Joe. So 1280 00:43:55,160 --> 00:43:56,970 to remind everybody, if you 1281 00:43:56,970 --> 00:43:57,900 want to participate in the 1282 00:43:57,900 --> 00:43:58,760 quick Q& A that we're 1283 00:43:58,760 --> 00:43:59,910 going to have time for, 1284 00:44:00,900 --> 00:44:01,590 go ahead and throw those 1285 00:44:01,590 --> 00:44:03,130 questions into the Q& A window 1286 00:44:03,130 --> 00:44:03,980 in the top center of 1287 00:44:03,980 --> 00:44:05,870 your screen. And although we 1288 00:44:05,870 --> 00:44:06,900 are almost at a time, 1289 00:44:06,910 --> 00:44:08,660 we'll have enough time for 1290 00:44:08,660 --> 00:44:09,790 about one question that we 1291 00:44:09,790 --> 00:44:11,050 have so far. But don't 1292 00:44:11,050 --> 00:44:12,730 fret, throw your questions in 1293 00:44:12,730 --> 00:44:13,780 there and we'll follow up 1294 00:44:13,780 --> 00:44:15,290 with you via email within 1295 00:44:15,290 --> 00:44:16,480 the next few business days. 1296 00:44:17,580 --> 00:44:18,730 So we did have one 1297 00:44:18,730 --> 00:44:21,290 question regarding demographics Kate, do 1298 00:44:21,860 --> 00:44:22,730 or do you have any 1299 00:44:22,730 --> 00:44:25,270 information of these trends that you discussed 1300 00:44:25,810 --> 00:44:27,970 today or are the same 1301 00:44:27,970 --> 00:44:29,680 across all age groups? Or 1302 00:44:29,680 --> 00:44:30,440 can you go into a 1303 00:44:30,440 --> 00:44:33,490 little bit about the demographics? Yeah, 1304 00:44:33,490 --> 00:44:34,960 they're basically the same across 1305 00:44:34,960 --> 00:44:38,380 all age groups except the... 1306 00:44:41,570 --> 00:44:44,410 what's the demographic of a 75 1307 00:44:44,410 --> 00:44:46,570 year old plus? I forget. 1308 00:44:46,570 --> 00:44:48,120 It's not the golden generation. 1309 00:44:48,120 --> 00:44:53,470 Is it the silent generation? So 1310 00:44:53,500 --> 00:44:57,750 baby boomers, gen Xs, millennials, 1311 00:45:02,420 --> 00:45:06,440 gen Zs, all show that 1312 00:45:06,440 --> 00:45:10,050 they are... because self service has 1313 00:45:10,050 --> 00:45:12,010 gone so good, they are 1314 00:45:12,010 --> 00:45:13,350 self- serving as a first 1315 00:45:13,350 --> 00:45:14,520 point of contact. Of course 1316 00:45:14,520 --> 00:45:17,230 the younger generations self serve 1317 00:45:17,230 --> 00:45:19,350 at a rate that's higher 1318 00:45:19,990 --> 00:45:21,310 and more frequent than the 1319 00:45:21,310 --> 00:45:24,320 older generations. But all demographics 1320 00:45:24,320 --> 00:45:26,110 self serve as a first point of contact 1321 00:45:26,110 --> 00:45:28,110 and all demographics have turned 1322 00:45:28,110 --> 00:45:29,610 to digital engagement to be 1323 00:45:29,610 --> 00:45:32,290 able to reduce friction with 1324 00:45:32,290 --> 00:45:34,410 the exception of the, I 1325 00:45:34,410 --> 00:45:35,410 think it's the 70 or 1326 00:45:35,410 --> 00:45:37,830 75 plus age group that 1327 00:45:37,830 --> 00:45:40,030 is still very phone centric. 1328 00:45:40,320 --> 00:45:42,650 There are some geographic differences, 1329 00:45:42,690 --> 00:45:48,830 there are some slight demographic 1330 00:45:48,830 --> 00:45:51,070 differences. But the trends that 1331 00:45:51,070 --> 00:45:52,910 we have articulated on this 1332 00:45:52,910 --> 00:45:59,070 webinar are fairly common, again, 1333 00:45:59,070 --> 00:46:02,390 across all demographics. So the 1334 00:46:02,390 --> 00:46:03,420 data that I showed was 1335 00:46:03,420 --> 00:46:04,710 from dimension data. If you 1336 00:46:04,710 --> 00:46:06,280 go to their site and 1337 00:46:06,280 --> 00:46:09,100 you can actually segment it 1338 00:46:09,160 --> 00:46:10,780 and drill into it by 1339 00:46:10,780 --> 00:46:13,590 geography and by demographic and 1340 00:46:14,890 --> 00:46:17,410 again, you'll see there are 1341 00:46:17,410 --> 00:46:19,300 regional differences, there are demographic 1342 00:46:19,300 --> 00:46:23,200 differences, but the overarching statements 1343 00:46:23,200 --> 00:46:24,710 that we made are accurate 1344 00:46:25,470 --> 00:46:26,510 and are reflected in the 1345 00:46:26,510 --> 00:46:29,680 data. Joe, anything you want 1346 00:46:29,680 --> 00:46:31,640 to add? I think that 1347 00:46:31,640 --> 00:46:32,670 was a great way to 1348 00:46:32,670 --> 00:46:34,150 end it. I know there's 1349 00:46:34,150 --> 00:46:35,480 more questions in there and 1350 00:46:35,480 --> 00:46:36,880 we can absolutely follow up 1351 00:46:36,880 --> 00:46:38,410 on those, but definitely some 1352 00:46:38,410 --> 00:46:39,950 deeper dives into the nuances 1353 00:46:39,950 --> 00:46:41,300 of agent assist or even 1354 00:46:41,600 --> 00:46:43,210 how business users can have 1355 00:46:43,210 --> 00:46:44,300 a big effect on bot 1356 00:46:44,300 --> 00:46:45,650 building and not need a 1357 00:46:45,650 --> 00:46:47,010 data scientist and everything. But 1358 00:46:47,540 --> 00:46:48,340 we will make sure to 1359 00:46:48,340 --> 00:46:49,180 follow up on that as 1360 00:46:49,180 --> 00:46:53,700 well. And to that, we 1361 00:46:53,700 --> 00:46:54,720 will go ahead and start 1362 00:46:54,720 --> 00:46:56,650 to close out today. So 1363 00:46:56,650 --> 00:46:57,390 all of the data that we 1364 00:46:57,390 --> 00:46:59,100 talked about, all of these trends 1365 00:46:59,100 --> 00:47:00,920 that we discussed within the 1366 00:47:00,920 --> 00:47:02,580 resource list below the Q& A 1367 00:47:02,580 --> 00:47:03,370 window, we do have the 1368 00:47:03,370 --> 00:47:04,810 full report so be sure 1369 00:47:04,810 --> 00:47:06,130 to click and download that 1370 00:47:06,350 --> 00:47:07,650 today. And also be sure 1371 00:47:07,650 --> 00:47:09,260 to check out our upcoming 1372 00:47:09,260 --> 00:47:10,810 webinars and you can click 1373 00:47:10,810 --> 00:47:11,770 the links to that page 1374 00:47:11,770 --> 00:47:13,760 as well. Also as a 1375 00:47:13,760 --> 00:47:16,610 friendly reminder, when you click 1376 00:47:16,610 --> 00:47:17,480 on those, they'll open up 1377 00:47:17,480 --> 00:47:18,190 in a new tab. Be 1378 00:47:18,190 --> 00:47:19,090 sure to click them before 1379 00:47:19,090 --> 00:47:21,230 today's session closes out or 1380 00:47:21,230 --> 00:47:22,130 you will receive an on 1381 00:47:22,130 --> 00:47:23,340 demand recording within the next 1382 00:47:23,340 --> 00:47:24,820 few business days. So just 1383 00:47:24,820 --> 00:47:26,080 be on the lookout. And 1384 00:47:26,080 --> 00:47:27,200 with that, on behalf of 1385 00:47:27,200 --> 00:47:28,590 Joe, Kate and the entire 1386 00:47:28,590 --> 00:47:30,060 Genesys team, we thank you 1387 00:47:30,060 --> 00:47:31,790 again for joining today's webcast, 1388 00:47:31,870 --> 00:47:33,780 Mega Trends Shaping Customer Service 1389 00:47:33,780 --> 00:47:35,850 in 2020. Until next time, 1390 00:47:35,980 --> 00:47:37,010 have a good one everyone. 1391 00:47:39,810 --> 00:47:39,830 Bye bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpm5QAA"] Meet the Speakers Kate Leggett VP & Principal Analyst Forrester Research Joe Ciuffo Product Marketing Director Genesys Genesys Webcast Genesys Winter Innovations 2020 [webinarschedulesingle][cutoff co_thick="2px"]Genesys Winter Innovations continues our commitment to offer flexible options for all customers — whether you’re on-premises or in the cloud. Tune in to learn firsthand what’s new with Genesys and how these innovations will propel your business forward this year. Hear Genesys product leaders discuss what’s new in digital, inbound, outbound, orchestration, artificial intelligence, unified communications, reporting, analytics and more. You’ll also get an update on our innovation vision and strategy — and how to use these new capabilities to deliver business results right now. Register now for this on-demand webinar to learn about: New capabilities in Genesys Cloud, formerly the PureCloud product What’s new with Genesys Engage, formerly the PureEngage application New features available as cloud services specifically for Genesys on-premises customers [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpfnQAA"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys Demo Webinar: See Genesys Cloud in action: What to expect on Day One [webinarschedulesingle][cutoff co_thick="2px"]You’ve made the switch to the Genesys Cloud platform. It’s exciting, but maybe you don’t know what to expect. Join us for the January 2020 demo to learn what the first day in Genesys Cloud looks like. Administrators - Learn about scheduling, script creation and basic workforce management techniques. See how Genesys Cloud simplifies tasks. Agents – Explore voice interaction and see how unified communications will make your job easier. Navigate schedules and learn how to request changes, as needed. Supervisors - Learn how to find and leverage real-time analytics to drive better results in your call center. Manage queues and understand your metrics. Kick off the new year (and decade) right. Optimize your new cloud-based solution from the start.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kpdXQAQ"] Meet the Speaker Rian Logan Senior Strategic Sales Consultant Genesys
h2|고객 경험 전문가, 애널리스트 및 Genesys의 고객으로부터 최신 정보를 얻으세요 예정된 웨비나 가장 인기 있는 온-디맨드 웨비나
h4|Genesys Cloud와 Salesforce의 통합을 통한 상담사 및 고객 경험 향상 방안 Channel Surfing: Mastering Digital Channels for your business Your contact center, your way: Built in 30 minutes [Genesys Cloud 웨비나 시리즈 1탄] Genesys Cloud 무엇이든 물어보세요! 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 불확실성 높은 현 시대의 클라우드 컨택센터 서비스 도입 가이드 고객경험 향상을 위한 컨택센터 운영 및 비즈니스 데이터 분석 솔루션: Built for enterprise Build a Better Bot: Optimizing Chatbots for Government Services Get More from Your Contact Center Analytics for Less See Genesys Cloud in action: The 20-minute chatbot build [Genesys Cloud 웨비나 시리즈 1탄] Genesys Cloud 무엇이든 물어보세요! 불확실성 높은 현 시대의 클라우드 컨택센터 서비스 도입 가이드 포스트 코로나 시대의 고객 서비스를 위한 클라우드 활용 전략 고객경험 향상을 위한 컨택센터 운영 및 비즈니스 데이터 분석 솔루션 실시간 고객 여정 분석과 예측을 통한 구매 전환율 향상 및 개인화 서비스 방안 Genesys Cloud를 활용한 차세대 컨택센터 구축 방안 및 사례 쉽고 간편한 올인원 클라우드 컨택센터 솔루션 Build a Better Bot: Optimizing Chatbots for Government Services Get More from Your Contact Center Analytics for Less See Genesys Cloud in action: The 20-minute chatbot build Overcoming Remote Agent Challenges 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answered Overcoming remote agent challenges with active voice biometrics [Webinar Bytes] Make personalized customer experience a reality with Genesys AI How voice technology changes the customer experience [Webinar Bytes] Five successful habits of a CX Hero [Webinar Bytes] Genesys + Zoom: Seamless cloud communications for great customer experiences Take control of digital channels with predictive engagement Integrate Microsoft Teams with Genesys Cloud CCaaS in 2020: Trends informing the movement [Webinar Bytes] 5 things to consider when building chatbots Enhance customer experience with improved audio performance Reduce handle times and improve customer experience with instant video calls Maintain work-from-home productivity and PCI compliance with remote monitoring [Webinar Bytes] AI in the contact center: The promise, reality and future [Webinar Bytes] Unlock the transformative power of AI for contact centers See Genesys Cloud in action: Level up employee engagement with gamification Multicloud for the future of customer and employee experience Top five ways to prepare your contact center for a post-pandemic world Reinventing speech synthesis for personalized CX and brand Make quality and compliance certain, using AI, in a time of uncertainty A look at voice biometrics and why you should care Game on: Engage your at-home workforce See Genesys Cloud in action: Bot Integration Genesys innovations — what’s new GovLoop Online Training Using data to drive agent performance How to turbocharge your employee experience with data-led gamification See Genesys Cloud in action: Salesforce Integrations [Webinar Bytes] The new normal: Redefining business continuity Straight talk on end of support The psychology of motivating contact center employees [Webinar Bytes] Managing change: From on-premises to cloud FCW Cloud Summit – Innovation in Government: Best Practices When Migrating to the Cloud Improve productivity while increasing customer satisfaction Unlock the transformative power of AI for contact centers New Standards for Contact Center Performance State of The Contact Center Technology Genesys Cloud: The power of a visionary workforce engagement solution CX Virtual Tour: Moving from PureConnect to Genesys Cloud AI and the Contact Center Enterprise Connect: Why Your Contact Center Should Be Migrating to the Cloud GovLoop Fireside Chat: How the Cloud Can Boost Employee Engagement See Genesys Cloud in action: Keep your employees happy AI in the contact center: The promise, reality and future GovLoop Fireside Chat – How the Cloud Can Enhance Customer Experience GovLoop Fireside Chat – How the Cloud Can Impact Citizen Trust [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud How to launch self-service knowledge fast Five successful habits of a CX Hero Genesys + Zoom: Seamless cloud communications for great customer experiences How Gov Can Enhance Customer Experience Managing change: From on-premises to cloud The role of Voice AI in business continuity Five ways to leverage AI and agent assist to improve customer experience Make personalized customer experience a reality with Genesys AI See Genesys Cloud in action: Let’s get digital Three ways to extend your cloud contact center All your Contact Center AI security questions answered The new normal: Redefining business continuity CX Heroes: 5 habits of successful contact center managers and agents Looking At 2020: Is Your Contact Center Really Customer-Centric? 3 Pillars of Cloud: Applications, Data, Infrastructure [Webinar Bytes] 5 ways to improve customer service and personalization Monitoring remote agents for engagement, performance and insights See Genesys Cloud in action: Drive better customer experience with AI CX Heroes: 5 ways to improve customer service and personalization [Webinar Bytes] Megatrends shaping customer service in 2020 The cloud conversational AI chatbot designed and built for Genesys Cloud Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud Megatrends shaping customer service in 2020 Genesys Winter Innovations 2020 See Genesys Cloud in action: What to expect on Day One 라이브 지원 라이브 지원
h5|오늘 무엇을 도와 드릴까요?
sp|코로나19 사태 +82.2.2056.9600 04/21/2021 04/14/2021 05/05/2021 [email protected] [email protected] [email protected] [email protected] +82.2.2056.9600 | | |
pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Demo vereinbaren Produktest anfragen Lösung konfigurieren Angebot anfordern Mit der richtigen cloudbasierten Contact Center-Software ist hervorragende Customer Experience ein Kinderspiel – von den Grundlagen des Call Centers bis hin zu den neuesten CX-Innovationen. Mit der Contact Center-Software von Genesys erhalten Sie die besten und umfassendsten Möglichkeiten für Kunden- und Mitarbeitererfahrungen sowie einen Partner, der immer für Sie da ist. Bieten Sie Ihren Kunden personalisierte Erlebnisse auf dem Kanal ihrer Wahl, und geben Sie Ihrem Team die Tools, die wirklich zählen. Genesys Engage™ bietet Auswahl und Kontrolle mit Optionen für lokale, private und öffentliche Clouds. Genesys Engage wurde für die weltweit größten Marken entwickelt und kombiniert intelligentes Routing von Kanälen mit erweiterten Outbound- und Self-Service-Funktionen. Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
h1|Alles was Sie benötigen, um eine bessere Customer Experience bieten zu können
h2|Bessere Tools sorgen für bessere Gespräche
h3|CX-Blueprint Genesys Tour Das extrem einfache, kompakte Cloud-Contact Center. Wählen Sie die Optionen, die zu Ihren Bedürfnissen und Wünschen passen
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 Genesys PureConnect™ bietet eine breite Palette an Funktionen und Zuverlässigkeit für Contact Center, die nach einer All-in-One-On-Premises-Lösung suchen. +49 (0)69-951066355 | | | | |
pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Demo vereinbaren Produktest anfragen Lösung konfigurieren Angebot anfordern Als Partner oder unabhängiger Berater können Sie sich darauf verlassen, dass Genesys Ihnen die Technologie, Prämien und Chancen bereitstellt, um Ihr Geschäft auszubauen. Kunden profitieren von einer breiten Palette an Genesys-Partnern, um Ihr Projekt von der Planung bis zur Ausführung und darüber hinaus voranzutreiben. Erfahren Sie zunächst alles über die verfügbaren Partnertypen: , , , und . Verwenden Sie dann das um einen vertrauenswürdigen lokalen Partner mit Fachkenntnissen ganz nach Ihren Anforderungen zu finden. Über das Genesys AppFoundry-Programm können Kunden aus einer Reihe von speziell entwickelten Contact-Center- und Customer-Experience-Lösungen von Drittanbietern auswählen und diese implementieren. Holen Sie sich die benötigten Tools, Schulungen und Supportressourcen über das Genesys-Partnerprogramm, um Ihr Geschäftspotenzial zu maximieren. Werden Sie Teil der Community unabhängiger Berater von Genesys und helfen Sie Ihren Kunden dabei, einen höheren Geschäftswert aus ihren Investitionen in die Kundenbindung zu ziehen. Als Partner von Genesys haben Sie Zugang zu branchenführender Customer-Experience-Technologie, mit der Sie Ihre Kunden unabhängig von deren aktueller technischer Ausstattung auf ihrem Weg zu einer hervorragenden Customer Experience unterstützen können. Ihr Erfolg liegt uns am Herzen. Daher belohnen wir die Teilnehmer an unserem Partnerprogramm für Erfolge und unterstützen sie beim raschen Aufbau neuer Fähigkeiten. So können Sie Ihren Kunden messbare geschäftliche Vorteile verschaffen. Profitieren Sie von der Unterstützung durch die Genesys-Community, während Sie Ihre Kunden beim Aufbau ihrer Customer-Experience-Lösungen beraten. Bewährte Best Practices, Markttrends und Einblicke von Analysten sind nur einige der Tools, mit denen Sie Ihre Kunden bei der Strukturierung ihrer Unternehmenssysteme und -prozesse zur Maximierung des Geschäftswerts unterstützen. Präsentieren Sie Ihre Lösungen in Genesys AppFoundry, einem dynamischen App-Marketplace, auf dem ein breites Spektrum an Lösungen angeboten wird, die von Genesys zertifiziert wurden. Kunden können den AppFoundry-Marketplace ganz einfach nach kommerziellen Apps durchstöbern, die ein bestimmtes Problem lösen oder einen Mehrwert für ihre Genesys-Integrationen bedeuten. Über das Genesys AppFoundry-Programm können Kunden aus einer Reihe von speziell entwickelten Contact-Center- und Customer-Experience-Lösungen von Drittanbietern auswählen und diese implementieren. Holen Sie sich die benötigten Tools, Schulungen und Supportressourcen über das Genesys-Partnerprogramm, um Ihr Geschäftspotenzial zu maximieren. Werden Sie Teil der Community unabhängiger Berater von Genesys und helfen Sie Ihren Kunden dabei, einen höheren Geschäftswert aus ihren Investitionen in die Kundenbindung zu ziehen. Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
h1|Werden Sie Genesys-Partner für eine erstklassige Customer Experience
h2|Ein komplettes Netzwerk für den Erfolg unserer Partner und Kunden
h3|CX-Blueprint Genesys Tour Entdecken Sie unsere Genesys-Partner und -Lösungen … Wählen Sie den richtigen Partner für Ihr Projekt Treten Sie dem Partnernetzwerk von Genesys bei Treten Sie der Community unabhängiger Berater bei Nutzen Sie den AppFoundry-Lösungs-Marketplace Entdecken Sie die AppFoundry Entdecken Sie unsere Genesys-Partner und -Lösungen …
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken AppFoundry AppFoundry Partnernetzwerk Partnernetzwerk Unabhängige Berater Unabhängige Berater AppFoundry Partnernetzwerk Unabhängige Berater Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 Mehr erfahren Mehr erfahren Mehr erfahren +49 (0)69-951066355 | | | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresRequest a demo Try for free Design your solution Contact us The right cloud contact centre software makes providing great customer experience easy, from call centre basics to the latest CX innovations. With contact centre software from Genesys, you get the best and broadest customer and employee experience capabilities — and a partner who is with you all the way. Deliver personalised experiences on the channel of your customers’ choice and give your team the tools to make every moment count. Genesys Engage™ offers choice and control with on-premises, private cloud and public cloud options. Designed with the world’s largest brands in mind, Genesys Engage combines intelligent routing of channels and work with advanced outbound and self-service capabilities. Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
h1|Everything you need to deliver better customer experiences
h2|Better tools make for better conversations
h3|Get real-world CX survival secrets The radically easy, all-in-one cloud contact centre. You have options — to fit your needs and wants
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Live Assistance Live Assistance
h5|How can we help you today?
sp|COVID-19 impact. +44 1276 457000 Genesys PureConnect™ provides a rich set of capabilities and reliability for contact centres looking for an all-in-one on-premises solution. +44 1276 457000 | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresRequest a demo Try for free Design your solution Contact us Genesys Webinar Partner Webinar Partner Webinar Partner Webinar Genesys Webinar Analyst Webinar Analyst Webinar Watch 20 videos from Virtual Xperience with tips and best practices for building trust and loyalty. Genesys Webinar Partner Webinar Analyst Webinar Partner Webinar Analyst Webinar Analyst Webinar Best Practice Webinar Genesys Webinar Analyst Webinar Demo Webinar Genesys Webinar Demo Webinar Demo Webinar Genesys Webinar Best Practice Webinar Analyst Webinar Customer Webinar Best Practice Webinar Best Practice Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Analyst Webinar Genesys Webinar Genesys Webinar Demo Webinar Analyst Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
di|Genesys Webinar Channel Surfing: Mastering Digital Channels for your business [cutoff co_thick="2px"][webinarschedule]Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realise the full potential of these digital channels. If you’re looking to add new digital channels or want to get the most from channels you’ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy. Get practical guidance on how to deliver amazing customer experiences through digital channels. Register today.[mktoform cta_header="REGISTER NOW" cta_button="Register now!" cms_hold="RG" cid_id="7011T000001YYWEQA4"] Meet the Speakers Robin Gareiss CEO & Principal Analyst Metrigy Charlie Godfrey Senior Director Genesys Neil O’Donohue VP, Professional Services Genesys A Utility Week Webinar in Association with Genesys + Conn3ct Transforming CX in Utilities – Personalisation at Speed [cutoff co_thick="2px"]Utilities suppliers are in uncharted territory with new disruptive competitors, ever-increasing customer expectations, an ageing population, disruptive technology, and the drive towards sustainability, all putting pressure on the sector. Those that have seized the opportunities successfully are businesses that recognise that in a price-capped world, advancing the customer conversation is a matter of necessity rather than choice. Join us to discuss how utilities can use artificial intelligence (AI) to drive personalisation and hear from utilities and customer thought leaders on: Key trends shaping customer experience in the utilities sector How utility firms are delivering personalised service across different channels – and what could be holding this back How AI can benefit personalisation Customer journey visualisation We have a great line up of speakers to discuss this topic and spark debate, which will be followed up with an audience Q&A Confirmed speakers are: Severn Trent Tim North, Head of Contact Centre Go-To-Market, Conn3ct Richard McCrossan, Digital Lead, Genesys [webinarschedule][genesysbutton gb_size="medium" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fus02web.zoom.us%2Fwebinar%2Fregister%2FWN_zuH3uarhS-qVyd7Ys8EJqw|title:Register%20now!|target:_blank"] Alliance Partner Webinar with Customer Testimonial Meeting the needs of tomorrow’s customers Featuring guest speakers Stephane Minana, Head of EIC Europe at Orange Business Services, Gauthier Bolleyn, Managing Consultant, CX Evangelist and Strategist, Orange Business Services and Hristo Genchev, Remote Operations Supervisor, at Philip Morris Bulgaria. [cutoff co_thick="2px"]The global pandemic has increased pressures on customer service operations. Living and working in a socially distant, primarily digital world is now the new normal. But instead of letting Customer Experience (CX) take the hit, forward thinking companies are increasing investments to significantly reshape their approach toward customer support and engagement. Watch this webinar and find out how Philip Morris International, a leading international tobacco company, ensures continued excellence in CX even in the most challenging times. CX approach of Philip Morris Bulgaria during COVID-19 lockdowns and results A new way of working in the new normal The blueprint of the new reality in our consumers The future of CX is inextricably intertwined with today’s challenges and tomorrow’s expectations. Ultimately, it is those new customers’ behaviours that will create business opportunities. Hear our Subject Matter Experts discuss the strategic CX technologies and processes that companies need to embrace in the aftermath of COVID-19 to stay ahead.[webinarschedule][mktoform cta_header="Watch On-Demand" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kza7QAA"] Meet the Speakers Hristo Genchev Remote Operations Supervisor Philip Morris Bulgaria Rutger Wilschut VP, Business Consulting Genesys Stephane Minana Head of EIC Europe Orange Business Services Gauthier Bolleyn Managing Consultant, CX Evangelist and Strategist Orange Business Services Alliance Partner Webinar with Customer Testimonial Meeting the needs of tomorrow’s customers Featuring guest speakers Stephane Minana, Head of EIC Europe at Orange Business Services, Gauthier Bolleyn, Managing Consultant, CX Evangelist and Strategist, Orange Business Services and Hristo Genchev, Remote Operations Supervisor, at Philip Morris Bulgaria. [cutoff co_thick="2px"]The global pandemic has increased pressures on customer service operations. Living and working in a socially distant, primarily digital world is now the new normal. But instead of letting Customer Experience (CX) take the hit, forward thinking companies are increasing investments to significantly reshape their approach toward customer support and engagement. Watch this webinar and find out how Philip Morris International, a leading international tobacco company, ensures continued excellence in CX even in the most challenging times. CX approach of Philip Morris Bulgaria during COVID-19 lockdowns and results A new way of working in the new normal The blueprint of the new reality in our consumers The future of CX is inextricably intertwined with today’s challenges and tomorrow’s expectations. Ultimately, it is those new customers’ behaviours that will create business opportunities. Hear our Subject Matter Experts discuss the strategic CX technologies and processes that companies need to embrace in the aftermath of COVID-19 to stay ahead.[webinarschedule][mktoform cta_header="Watch On-Demand" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kza7QAA"] Meet the Speakers Hristo Genchev Remote Operations Supervisor Philip Morris Bulgaria Rutger Wilschut VP, Business Consulting Genesys Stephane Minana Head of EIC Europe Orange Business Services Gauthier Bolleyn Managing Consultant, CX Evangelist and Strategist Orange Business Services CX Innovations Series Live Q&A: Pains and gains of moving your contact centre to the cloud [webinarschedulesingle][cutoff co_thick="2px"]You know that moving your contact centre from on-premises to the cloud is the right choice for your business. But you might still have some questions. In this live Q&A session, Genesys experts will answer your questions about the pains and gains of moving to the cloud. Get answers to common questions Genesys on-premises customers ask about moving to the cloud, including: Why would I go to the cloud when my on-premises solution seems rock solid? What does the process look like? How will my contact centre change — from features to operations? Once you register, submit your own questions for the live Q&A. Tell us your challenges and we'll address them during the session.[mktoform cta_header="REGISTER NOW" cta_button="Register now!" cms_hold="RG" cid_id="7011T000001kmIqQAI"] Meet the Speakers Derek Adams Senior Product Marketing Director Genesys Mike Szilagyi Senior VP, Product Management Genesys Janelle Dieken SVP, Solutions and Product Marketing Genesys Alex Ball VP, Sales Genesys Lauren Lawrence Sr. Dir. Global Professional Services Operations Genesys The Future of AI in Customer Service: On-demand Webinar Peter Dorrington, Founder of XMplify Consulting; Dr Fatmah Baothman, Founder and Board President, Artificial Intelligence Society of Saudi Arabia; Dr Bertie Müller, Senior Lecturer in Computer Science, Swansea University; Amanda Halpin, Senior Solution Lead for Digital AI, Genesys [cutoff co_thick="2px"]Peter Dorrington speaks with three internationally recognised experts in the field of Artificial Intelligence discuss what the future holds for AI and Customer Service. In this session, discover: • The current state of AI in Customer Service • The importance of empathy in customer service and the role of AI • What the future holds for AI, and what we should be thinking about today, ahead of an AI-enabled tomorrow The research report 'Empathy in Customer Service: A Consumer Survey and Practical Guide' mentioned in the video can be downloaded here. [cutoff] Meet the Speakers Peter Dorrington Founder Xmplify Dr Fatmah Baothman Founder & Board President AI Society, Saudi Arabia Dr Bertie Müller Senior Lecturer in Computer Science Swansea University Amanda Halpin Senior Principal Solution Lead Genesys EMEA [mktoform cta_header="Watch the On-Demand Webinar" cta_button="Watch Now" form_p_target="custom" cms_hold="RG" cid_id="7011T000001kyfVQAQ" gdpr_add_msg="We respect your privacy. By submitting this form you agree to having your details passed onto our sponsors or partners who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here."] Analyst Webinar with Customer Testimonial and Demo Why companies adopting CCaaS are winning the CX battle Featuring guest speakers Alexander Michael, Senior Director of Consulting at Frost & Sullivan and Kevin Mythen, Digital Support Experience Manager at Utility Warehouse [cutoff co_thick="2px"]The European CCaaS market data is indisputable: the move to the cloud is accelerating rapidly. As companies adapt to a new normal quickly, they discover that the benefits of a cloud contact centre go far beyond enabling agents to work from home. During this webinar, we'll explore how a cloud contact centre enables businesses to: • Build resilience and agility into their CX operations with cloud-based micro-services and upgrades • Meet customer expectations around hyper-personalisation, speed, data security and self-service • Empower agents to offer exceptional customer experiences through better engagement, workflows and automation This interactive event will also provide a unique opportunity to hear from Utility Warehouse who migrated to Genesys Cloud and will share their experience (the good, the bad and the ugly!). And to top it all, you will see Genesys Cloud in action in a quick demo. Don't miss out: register today![webinarschedule][mktoform cta_header="Watch the on-demand recording" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kwfTQAQ"] Meet the Speakers Alexander Michael Senior Director of Consulting Frost & Sullivan Kevin Mythen Digital Support Experience Manager Utility Warehouse Brendan Dykes Senior Director, Product Marketing Genesys Clear CX Innovations Series Live Q&A: Pains and gains of moving your contact centre to the cloud [webinarschedulesingle][cutoff co_thick="2px"]You know that moving your contact centre from on-premises to the cloud is the right choice for your business. But you might still have some questions. In this live Q&A session, Genesys experts will answer your questions about the pains and gains of moving to the cloud. Get answers to common questions Genesys on-premises customers ask about moving to the cloud, including: Why would I go to the cloud when my on-premises solution seems rock solid? What does the process look like? How will my contact centre change — from features to operations? Once you register, submit your own questions for the live Q&A. Tell us your challenges and we'll address them during the session.[mktoform cta_header="REGISTER NOW" cta_button="Register now!" cms_hold="RG" cid_id="7011T000001kmIqQAI"] Meet the Speakers Derek Adams Senior Product Marketing Director Genesys Mike Szilagyi Senior VP, Product Management Genesys Janelle Dieken SVP, Solutions and Product Marketing Genesys Alex Ball VP, Sales Genesys Lauren Lawrence Sr. Dir. Global Professional Services Operations Genesys Alliance Partner Webinar with Customer Testimonial Meeting the needs of tomorrow’s customers Featuring guest speakers Stephane Minana, Head of EIC Europe at Orange Business Services, Gauthier Bolleyn, Managing Consultant, CX Evangelist and Strategist, Orange Business Services and Hristo Genchev, Remote Operations Supervisor, at Philip Morris Bulgaria. [cutoff co_thick="2px"]The global pandemic has increased pressures on customer service operations. Living and working in a socially distant, primarily digital world is now the new normal. But instead of letting Customer Experience (CX) take the hit, forward thinking companies are increasing investments to significantly reshape their approach toward customer support and engagement. Watch this webinar and find out how Philip Morris International, a leading international tobacco company, ensures continued excellence in CX even in the most challenging times. CX approach of Philip Morris Bulgaria during COVID-19 lockdowns and results A new way of working in the new normal The blueprint of the new reality in our consumers The future of CX is inextricably intertwined with today’s challenges and tomorrow’s expectations. Ultimately, it is those new customers’ behaviours that will create business opportunities. Hear our Subject Matter Experts discuss the strategic CX technologies and processes that companies need to embrace in the aftermath of COVID-19 to stay ahead.[webinarschedule][mktoform cta_header="Watch On-Demand" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kza7QAA"] Meet the Speakers Hristo Genchev Remote Operations Supervisor Philip Morris Bulgaria Rutger Wilschut VP, Business Consulting Genesys Stephane Minana Head of EIC Europe Orange Business Services Gauthier Bolleyn Managing Consultant, CX Evangelist and Strategist Orange Business Services The Future of AI in Customer Service: On-demand Webinar Peter Dorrington, Founder of XMplify Consulting; Dr Fatmah Baothman, Founder and Board President, Artificial Intelligence Society of Saudi Arabia; Dr Bertie Müller, Senior Lecturer in Computer Science, Swansea University; Amanda Halpin, Senior Solution Lead for Digital AI, Genesys [cutoff co_thick="2px"]Peter Dorrington speaks with three internationally recognised experts in the field of Artificial Intelligence discuss what the future holds for AI and Customer Service. In this session, discover: • The current state of AI in Customer Service • The importance of empathy in customer service and the role of AI • What the future holds for AI, and what we should be thinking about today, ahead of an AI-enabled tomorrow The research report 'Empathy in Customer Service: A Consumer Survey and Practical Guide' mentioned in the video can be downloaded here. [cutoff] Meet the Speakers Peter Dorrington Founder Xmplify Dr Fatmah Baothman Founder & Board President AI Society, Saudi Arabia Dr Bertie Müller Senior Lecturer in Computer Science Swansea University Amanda Halpin Senior Principal Solution Lead Genesys EMEA [mktoform cta_header="Watch the On-Demand Webinar" cta_button="Watch Now" form_p_target="custom" cms_hold="RG" cid_id="7011T000001kyfVQAQ" gdpr_add_msg="We respect your privacy. By submitting this form you agree to having your details passed onto our sponsors or partners who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here."] The Business Leaders’ Customer Experience Survival Guide Proven Techniques to Increase Customer Satisfaction How to survive in the world of customer experience so your brand delivers loyalty winning customer service. Instead of dramatically resetting customer expectations, the pressure and stress of today’s turbulent environment seems to be intensifying customer needs. Trustworthy, frictionless and timely customer care is more needed than ever. Daily business performance now rests in the hands of remote contact centre agents, so to drive success organisations must maintain clear contact with internal teams, suppliers as well as customers. This is paramount because as brands around the world become comfortable with operating in the new normal created by the pandemic, many are noticing customer tolerance levels are starting to shrink regarding poor or slow service. Join Orange Business Services and Genesys as they discuss their survival guide to customer service. The session will explore how organisations can survive in the world of customer experience, so they deliver loyalty winning customer service. Hear from experts as they highlight their four top tips for survival with CX: Accelerating your move to the cloud Scaling transformation initiatives Rethinking workforce management and empowerment Implementing changes in technologies and processes Agenda CX Network to set the scene Findings from Genesys / OBS study on survival CX strategies Customer survival guide example – A brand will be joining the webinar to reveal their CX strategies of survival into 2021 Roundtable discussion – Your survival strategies for customer experience Audience Q&A [webinarschedule][mktoform cta_header="Watch On-Demand" cta_button="Watch Now!" cid_id="7011T000001t860QAA"] CCW Middle-East: On-demand Webinar Mohamad Afifi, Managing Director, Genesys Middle East Sean Rooney, Product Manager AI, Genesys EMEA Ahmad Sidawi, Sales, Genesys Saudi & Bahrain [cutoff co_thick="2px"]When you create engagements based on empathy, customers feel remembered, heard and understood. To achieve personalized customer experiences at scale, you need the right technology and tools in place. At a high-level, it comes down to three components Data, AI, and powerful engagement tools. In this session, discover how to: • Connect disparate data and technologies to contribute to an optimal customer journey • Connect employees with the right tools and knowledge to drive confidence and success • Connect customers with the right resource – human, automated, or a combination of both[cutoff] Meet the Speakers Mohamad Afifi Managing Director Genesys Middle East Ahmad Sidawi Sales Genesys Saudi & Bahrain Sean Rooney Product Manager Genesys EMEA [mktoform cta_header="Watch the On-Demand Webinar" cta_button="Watch Now" form_p_target="custom" cms_hold="RG" cid_id="7011T000001kxIuQAI" gdpr_add_msg="We respect your privacy. By submitting this form you agree to having your details passed onto our sponsors or partners who may promote similar products and services related to your area of interest. For further information on how we process and monitor your personal data click here." url="https://youtu.be/PJDKxEjSxz0"] Analyst Webinar with Customer Testimonial and Demo Why companies adopting CCaaS are winning the CX battle Featuring guest speakers Alexander Michael, Senior Director of Consulting at Frost & Sullivan and Kevin Mythen, Digital Support Experience Manager at Utility Warehouse [cutoff co_thick="2px"]The European CCaaS market data is indisputable: the move to the cloud is accelerating rapidly. As companies adapt to a new normal quickly, they discover that the benefits of a cloud contact centre go far beyond enabling agents to work from home. During this webinar, we'll explore how a cloud contact centre enables businesses to: • Build resilience and agility into their CX operations with cloud-based micro-services and upgrades • Meet customer expectations around hyper-personalisation, speed, data security and self-service • Empower agents to offer exceptional customer experiences through better engagement, workflows and automation This interactive event will also provide a unique opportunity to hear from Utility Warehouse who migrated to Genesys Cloud and will share their experience (the good, the bad and the ugly!). And to top it all, you will see Genesys Cloud in action in a quick demo. Don't miss out: register today![webinarschedule][mktoform cta_header="Watch the on-demand recording" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kwfTQAQ"] Meet the Speakers Alexander Michael Senior Director of Consulting Frost & Sullivan Kevin Mythen Digital Support Experience Manager Utility Warehouse Brendan Dykes Senior Director, Product Marketing Genesys Gov News Direct – Webinar Series 2020 Maintaining Confidence With Your Customers & Citizens [cutoff co_thick="2px"]Public Sector organisations have face a seismic shift in how they operate (The New Normal) and even more crucial, how they now manage customers, their experience and expectations. Those organisations that have excelled during the various stages of this pandemic and indeed, are well equipped to handle the next stages, prove to demonstrate agility at every stage of their customer management journey. Today’s leaning exchange will explore this very pertinent topic for the public sector as we discuss: Migrating staff to a new way, an even smarter way of working Citizen First: every call, online chat, social post and email counts Essential vs Disruptive Technology: the omni-channel approach Building trust and maintaining confidence with the ability to adapt when flexibility is necessary Hosted by GovNews and in partnership with Genesys, the global leading Customer Experience company, we will facilitate a 1 hour knowledge exchange featuring public sector best practice, the direct insight from Ceredigion Council and Q&A opportunity for our attendees. Our speakers for this session include: - Mark Blanchard – Public Sector Director – GovNewsDirect Jo Causon – Chief Executive – The Institute of Customer Services Amy Pereira – Contact Centre Supervisor - Ceredigion County Council Anna Gawthorpe – Customer Services Manager - Ceredigion County Council Brendan Dykes – Senior Director – Genesys Mark Caldwell - Public Sector Lead - Genesys [webinarschedule][mktoform cta_header="Watch On-Demand" cta_button="Watch Now!" cid_id="7011T000001t7vCQAQ"] Analyst Webinar Webinar: Customer experience from a Nordic perspective Hosted by IDC & Genesys [cutoff co_thick="2px"][webinarschedulesingle] Customer experience from a Nordic perspective: Efficiency and automation as drivers Tomorrow’s business needs to take agility to the next level. On this level, they will be prepared to cope with pandemics and other radical changes affecting operations almost overnight. The purpose of a customer experience (CX) approach is to serve customers demands in the best possible way at the same time as running the best version of your business, no matter what your WHY is. As customer demands grow exponentially, your business needs to change repeatedly. Therefore, the need for more agility underlines the need for a customer experience (CX) approach driven by efficiency and automation. In this webcast, IDC presents the latest research on customer experience and adds the Nordic perspective on technologies and CX solutions together with Genesys and Lowell Norway. Webinar agenda Why customer experience drives tomorrows business, Jan Horsager Research Director, IDC Nordic organizations might not start a customer experience revolution. But they are positioned to utilize digital determination and cultural abilities to turn CX into a vital business evolution moving forward. How to drive business results by delivering exceptional CX through automation and efficiency, Joakim Skalberg Senior Principal Solutions Consultant, Genesys Nordics Delivering great customer experience is a way to stay ahead of the competition in today’s business environment. Joakim will answer the How. He will show you how a modern efficient contact center based on Cloud technology, which uses AI as an enabler for automation and digital self-service, will make your customers stay loyal to only you. CX at work with Lowell in Norway, Carl-Petter Udvang Product Manager, Lowell Find out how Lowell achieved these results by moving to a cloud contact centre, focused on improving their efficiency and using automation to deliver better CX · 94% and higher average response rates · 35% increase in automatic identification on first contact · 25% reduction in average handle time · 90% or higher first call resolution · 20% boost in agent productivity [mktoform cta_header="WATCH THE ON-DEMAND RECORDING NOW!" cta_button="WATCH NOW!" form_p_target="custom" url_target="yes" cms_hold="RG" cid_id="7011T000001Id6i" url="https://www.youtube.com/watch?v=UFzk9FGY5FI&feature=youtu.be"] Meet the Speakers Joakim Senior Principal Solutions Consultant, Local Sales, Genesys Carl-Petter Udvang Product Manager, Lowell Norge Jan Horsager Research Director IDC Nordic [g_table][/g_table] Analyst Webinar The new normal: Redefining business continuity [cutoff co_thick="2px"][webinarschedule]Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. Join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact centre operations. You’ll get insights into emerging trends, challenges and key learnings on these topics: Customer experience trends reshaping the industry Real stories of how call centres are adapting Managing a remote workforce [mktoform cta_header="WATCH THE ON-DEMAND RECORDING NOW!" cta_button="WATCH NOW" cms_hold="RG" cid_id="7011T000001Id8AQAS"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd - South Africa Paul Bourdeaux Vice President, IT eFinancial Genesys Demo – Webinar Series 2020 Genesys Cloud Live Demo: How to Engage, Equip and Empower Your Team for Customer Experience Success [cutoff co_thick="2px"]With disruption and uncertainty at the forefront, contact centres are under more pressure than ever and are facing unprecedented challenges around increased call volumes and wait time, remote working, scheduling and forecasting. Agents are adapting to a changed working environment with new routines and child-care priorities, and how contact centres choose to motivate, engage and equip their teams to navigate this new world will be the difference between success and failure. Watch the on-demand webinar to see a short live demo of how Genesys Cloud Workforce Management capabilities can: Optimise staffing to drive better customer experience Anticipate where and when to expect knowledge gaps in the workforce so you can address these ahead of time Help you adapt to new scheduling hurdles Provide the flexibility to support remote working challenges Agenda: 10.30 Introductions and house-keeping 10.35 Live demo with capability analysis 11.05 Q&A and feedback 11.15 Close *This demo may overrun by 15 minutes, depending on the audience requirements[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Adrian Bethell Genesys Maria Adey Genesys [genesysbutton gb_link="url:https%3A%2F%2Fevent.on24.com%2Fwcc%2Fr%2F2359297%2F8D2C4143BE1EC6803A4163A2A39BE54C|title:Watch%20on-demand%20now!|target:%20_blank|"] Redefining Business Continuity A Focus on the Middle-East [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Since the early days of 2020, the world has been going through a challenging time and COVID-19 epidemic has been impacting the businesses across the globe. In this time, the continuity of businesses depends on qualities such as adaptation and agility. Have you considered how you can manage a workforce remotely and ensure effective collaboration amongst your teams by improving infrastructure resilience? Watch our webinar to find out how Genesys can enable Work From Home for your business in the New World Order by adopting Cloud and frosting the age of Digital Channels.[mktoform cta_header="Watch On-Demand" cta_button="Watch Now" form_p_target="custom" cms_hold="RG" url="https://youtu.be/MJcCJmEvTiE" cid_id="7011T000001t7D5"][eventspeaker speaker_photo="314519" speaker_name="Emily Bloomfield" speaker_title="EMEA Partner Marketing Director"][/eventspeaker][eventspeaker speaker_photo="134142" speaker_name="Mohamed Afifi" speaker_title="Managing Director, Genesys Middle East"][/eventspeaker] MyCustomer – Webinar Series 2020 Genesys Cloud: Your first line of defence against customer support volatility [cutoff co_thick="2px"]Customer service operations have always had to accommodate rapid changes in volume, but the current climate has generated a level of service volatility that is unprecedented. The combination of huge traffic volumes, plus the logistics of having to transition service teams to remote-working has been the ultimate stress-test for support operations. But this is no drill. Whilst we all hope that we can soon return to ‘normal’, we cannot afford to wait for things to recover. Our contact centres represent the key touchpoint for customers, who now more than ever are looking to connect, share experiences and gain reassurance. Is your business still contactable? Are your agents able to work as efficiently from home as from your contact centre? Don’t wait for a return to normal, make the change now to protect your employees, customers and your communities. Join our webinar at 2PM (BST) on Thursday 21st May and learn how you can implement a contact centre solution that: Deploys easily, within 48 hours. Scales up or down to meet your needs as well as your customers. Provides effortless functionality to enable your team members to work from home. Register now for a live demonstration of Genesys Cloud. Genesys solutions experts will be on hand to answer any questions you might have. Go remote. Up in 48 hours – find out more. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Neil Davey MyCustomer Kyle Saric Genesys [genesysbutton gb_link="url:https%3A%2F%2Fprotect-us.mimecast.com%2Fs%2F1w0NCM859nHY59ZvhwAc97%3Fdomain%3Devent.on24.com|title:Register%20Now!|target:%20_blank|"] Demo Webinar How to build a bot in an hour [cutoff co_thick="2px"][webinarschedule]Building a bot is easier than you think — and they’re a smart choice to rein in high costs of using agents for easily automated tasks. This hands-on demo webinar shows you how to build a bot once and deploy it anywhere on your website or IVR system. Get the details behind building bots, including: Identifying the right use case, customised to your needs Designing bots to supplement agent efforts Orchestrating multiple bots — Amazon, Google, IBM, Nuance, Genesys or others Reporting on native and third-party bots in a single dashboard How bots improve customer satisfaction You’ll see how to quickly create and personalise chatbots or voicebots using capabilities like omnichannel, Natural Language Understanding and pre-built apps in Genesys AI.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7010d000001GbfnAAC"] Meet the Speakers Marc Sassoon Solutions Architect Genesys Robert Blane Sr. Manager, Product Management Genesys Rapid Response Webinar Series 2020 Business continuity - is your contact centre ready for remote working? [cutoff co_thick="2px"]Are you struggling to handle the pressure contact centres are currently facing? Watch this on-demand webinar and find out how to resolve the problem without creating new infrastructure. This webinar demo will address: focusing on remote working with a reduced workforce resolutions to demands with AI collaboration and consolidation tools [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Adam Palmer Team Lead, Solution Consulting Kyle Saric Solution Consultant Jamie Little Director, Solution Consulting [mktoform cta_header="Watch On-Demand" cta_button="Watch Now!" cid_id="7011T000001Id2gQAC"] MyCustomer – Webinar Series 2020 Why customer journey orchestration should be your biggest CX goal for 2020 [cutoff co_thick="2px"]Digital transformation of small and midsize contact centres is gathering pace. Research by Genesys suggests that live agent voice now falls well below other digital channels at 65%, far below web (sites, forums, FAQs, web chats – 88.3%), email (85.6%), and social media (72.8%). But at a time when frictionless journeys are of utmost importance to customers, contact centres are struggling with a patchwork of disparate touchpoints without an overarching strategy to ensure consistent and effortless CX across channels and departments. Genesys research indicates that under 2% of European midsized call centres have full cross-channel integration for seamless omnichannel CX. So how can today’s contact centres better understand and orchestrate customer journeys? Join customer experience experts Martin Jukes, Mpathy Plus, Mike Murphy from Genesys and MyCustomer's Chris Ward to find out how. This webinar will explore: What new digital channels are being adopted and why? What are the challenges of adding new digital channels? Why is a seamless omnichannel experience so important? How can organisations ensure that digital channels are seamlessly integrated with the rest of their service framework? What is customer journey orchestration, why is it valuable and how can it be achieved? This webinar is brought to you by MyCustomer and Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Martin Jukes Mpathy Plus Chris Ward MyCustomer [mktoform cta_header="On-Demand Webinar" cta_button="Watch Now!" cid_id="7011T000001kpj6QAA"] Analyst Webinar Megatrends shaping customer service in 2020 Feat. Guest speaker, Kate Leggett from Forrester Research [cutoff co_thick="2px"][webinarschedule]The future of customer service starts with making your call centre more human. It's about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Get a glimpse of the future. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are redefining contact centre protocols in 2020. In this on-demand webinar, you’ll discover: How artificial intelligence (AI) is driving change in the contact centre The evolution of customer-agent interactions How technology affects workforce management [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpm5QAA"] Meet the Speakers Kate Leggett VP & Principal Analyst Forrester Research Joe Ciuffo Product Marketing Director Genesys Genesys Webcast Genesys Winter Innovations 2020 [webinarschedulesingle][cutoff co_thick="2px"]Genesys Winter Innovations continues our commitment to offer flexible options for all customers — whether you’re on-premises or in the cloud. Tune in to learn firsthand what’s new with Genesys and how these innovations will propel your business forward this year. Hear Genesys product leaders discuss what’s new in digital, inbound, outbound, orchestration, artificial intelligence, unified communications, reporting, analytics and more. You’ll also get an update on our innovation vision and strategy — and how to use these new capabilities to deliver business results right now. Register now for this on-demand webinar to learn about: New capabilities in Genesys Cloud, formerly the Genesys Cloud product What’s new with Genesys Engage, formerly the Genesys Engage application New features available as cloud services specifically for Genesys on-premises customers [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpfnQAA"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys Callcentrehelper.com – Webinar Series 2020 Proven Techniques to Increase Customer Satisfaction [cutoff co_thick="2px"]Supporting advisors to have conversations that create happy customers is the fundamental duty of the contact centre. Customer Satisfaction (CSat) is our key indicator of how well we are doing just that. But, how can we keep pushing that metric score higher and higher. Well we’re here to help, with two presentations from leading industry experts, who will give you all the advice you need to bring smiles to your customers’ faces. Topics to be discussed How to support advisors to deliver great conversations Getting more from you CSat scores The keys to managing and exceeding customer expectations Key tips to develop an improved customer experience The tools that can help to satisfy the modern customer Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Richard Kimber The Customer Experience Coach Ltd Rachael Trickey Call Centre Helper [mktoform cta_header="Watch On-Demand" cta_button="Watch Now!" cid_id="7011T000001kq6QQAQ"] Callcentrehelper.com – Webinar Series 2020 Self-Service - How to Remove Calls from the Contact Centre [cutoff co_thick="2px"]Do you want to ease the pressure on your contact centre, while lowering customer effort? Of course you do – it’s a no-brainer! Well then, it just might be time to improve your self-service options. But, that’s easier said than done. Fortunately, this webinar is designed to give you all the advice you need to do just that, as we help you to lower call volumes, without sacrificing the customer experience. Topics to be discussed Self-service: what are your options? How to track the success of your self-service systems over time Which contact escalation options should be included? Self-service implementation mistakes that you must avoid The technology considerations that are key to self-service success Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Paul Weald Contact Centre Innovator Charlie Mitchell Call Centre Helper [mktoform cta_header="On-Demand Webinar" cta_button="Watch Now!" cid_id="7011T000001kpctQAA"] Callcentrehelper.com – Webinar Series 2020 7 Key Ways to Lower Average Handling Time [cutoff co_thick="2px"]When Average Handling Time (AHT) decreases, so does your workload capacity, meaning that the number of advisors you need to handle customer contacts falls. This is great news for cutting costs in the contact centre. However, there are methods of doing this that may harm the quality of your customer service. With this in mind, we help you steer clear of these dangerous pitfalls, before sharing seven great techniques for safely lowering AHT. Topics to be discussed Rethinking AHT in the contact centre Improving processes to lower talk time Reducing hold time and contact transfers Supporting advisors to speed-up wrap time The tools that can help you on your way Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Alistair Burton Genesys Kim Ellis Training Consultant Rachael Trickey Call Centre Helper [mktoform cta_header="On-Demand Webinar" cta_button="Watch Now!" cid_id="7011T000001kp5GQAQ"] Genesys Webinar Digital Transformation 2.0 for FSI: Plan your CX Strategy for 2020 and Beyond [cutoff co_thick="2px"]For today's FSI companies, providing great experiences for customers is just as important as the services you offer, or the transactions you process. With that in mind, how do you take the next step to digital transformation and plan for 2020 and beyond? Join Genesys for this webinar and learn how to: •Move from transactions to highly engaging experiences •Execute an AI or machine learning strategy •Balance risk and outcome when implementing new technology We'll look beyond individual tactics to a joined-up approach that incorporates your entire organisation and the technologies that impact CX.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Rik McCrossan Sr. Business Development Manager, Sales, Genesys Brendan Dykes Senior Director Solution and Product Marketing, Genesys Stefan Kauck Business Consulting Director, Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="Watch Now!" ar_status="dynamic" cid_id="7011T000001kn5xQAA"] MyCustomer and Analyst Webinar 2020 vision: What are the contact centre trends of tomorrow – and how can you prepare? [cutoff co_thick="2px"]Businesses are straining to keep pace with the rapidly changing service requirements of today’s customers. And the result is a rapid increase in the number of contact centres undertaking digital transformation projects. But a new decade will usher in even greater change. So what trends will influence customer service in the coming years, and how can you future-proof your contact centre in preparation? Join MyCustomer editor Neil Davey, Brainfood Consulting’s Martin Hill-Wilson and Genesys’ Brendan Dykes as they reveal the customer service landscape of tomorrow, and the technologies that will ensure your contact centres have a bright future. In this webinar you will learn: The service mega-trends that will shape the next five years. How these will impact customers’ service expectations. What implications this have for the contact centres of tomorrow. How contact centres can prepare for the service world of tomorrow, today. This webinar is brought to you by MyCustomer and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Martin Hill-Wilson CX Expert, Brainfood Consulting Brendan Dykes Senior Director Solution and Product Marketing, Genesys Neil Davey Managing Editor, MyCustomer [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="Watch Now!" ar_status="dynamic" cid_id="7011T000001kmvJQAQ"] Very soon AI will dominate contact centres. Are you ready? [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle] Learn how to take advantage of intelligent voicebots and chatbots to provide better customer service and improve customer experience while reducing costs. Understand the components of AI-powered self-service. Learn how to orchestrate a blended AI experience that provides a great CX. Get it right, learning from past industry mistakes. [genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DT7gtNtWdG0o%26feature%3Dyoutu.be|title:Watch%20the%20recording||"] Meet the Speakers Jody Roberts Senior Solutions Consultant, Genesys BENELUX and South East Africa Introducing Genesys Messaging for Apple Business Chat Beta [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle] Come see the benefits of Genesys Messaging for Apple Business Chat Beta with a demo powered by Kate, the Customer Experience AI. It is a new way for users to communicate directly with businesses using the Messages app on iPhone and iPad devices. You will learn how to use Genesys Messaging for Apple Business Chat Beta and how you can deliver the seamless, connected experiences your customers want, powered by Genesys. You will do this by: Leveraging a single omnichannel customer experience platform with persistent context. Providing integrated agent assistance and a rich agent experience with full awareness and context using patented Blended AI by Genesys, including Customer Experience AI known as Kate. Supporting key Apple Business Chat Beta features. Get your pulse racing as you glean ideas on how to get started with Genesys Messaging for Apple Business Chat to improve customer experience. [genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FcKHs5SgWS1u0JAL5Rf1O1w6Sus5qnm5-PECeOOZDc5qwIumekTziMw%2520%2520|title:Watch%20the%20recording||"] Meet the Speakers Alichia Griffith Senior Solutions Consultant, Genesys BENELUX and South East Africa The secret to increasing digital sales, conversion rates and customer satisfaction [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle] Global digital marketing spend in excess of $200 billion dollars annually with a lead conversion rate of between 2% – 4% only, needs an AI and Machine Learning driven Predictive Engagement injection for an increased return on investment. The importance of engaging your digital prospect in Real-time Shape the digital journey and intervene with AI and Machine Learning at the Right-time Less customer effort is critical for customer experience, connect on the Right-channel Join this webinar for a presentation and short demonstration how Genesys Predictive Engagment can help you reach your lead conversion roles. [genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fplay%2F9gkO6Ry6XlQ5PxkAb6M9jZ-x6B7uMVLp4KRxXhfA0lNnCdmq1phvhPviWJvucgPO%3FstartTime%3D1557223090000|title:Watch%20the%20recording||"] Meet the Speakers Pieter VanEyssen Principal Solution Consultant, Genesys BENELUX and South East Africa Analyst Webinar Expert forum: Choosing the best path for transforming a legacy contact centre [cutoff co_thick="2px"]Today’s technology leaders often are caught between a rock and a hard place. On one side is the consumer whose changing expectations place increasing demands on the contact centre. On the other side is the business’ need for technology that keeps pace with these changing demands as well as the employees who use it daily. Join Forrester analyst Art Schoeller and Kevin Krempulec, Vice President, NA Strategic Sales at Genesys to discuss ways to rethink your customer engagement model, mitigate risk and choose the best path forward. You want a strong contact centre platform for the future. Outdated technology can become a liability to the business, a hindrance to employees and a potential crisis-in-the-making if it’s approaching end of support. The best way forward is with a customisable program and service options that offer the flexibility to modernise at your pace—on your timeline and budget. Learn critical insights about: How the risks associated with older platforms expose you to far more than security vulnerabilities and learn about four less-obvious and hidden risk areas Ways to avoid common pitfalls when considering available options—upgrade, migrate, transition—and accurately assess associated business value and risks Going beyond technology and deployment to learn six critical considerations for choosing your best way forward Since the start of 2017, Genesys has helped nearly 700 companies navigate beyond legacy technology limitations to deliver next-generation customer experiences.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Art Schoeller VP & Principal Analyst Forrester Kevin Krempulec VP NA Strategic Sales Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" form_p_target="custom" landing_id="64965"] Thought Leadership Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth Featuring Claire Beatty from MIT Technology Review Insights [cutoff co_thick="2px"][webinarschedulesingle] According to a recent global survey conducted by MIT Technology Review Insights, 90% of companies are deploying AI across some aspect of their customer journey. The first movers are already reaping rewards in terms of efficiency, ability to scale and enhanced customer satisfaction. Join us for this webinar to learn how leading companies are using blended AI to drive customer intimacy and revenue growth. The webinar will dive deeper into the following: To what degree companies are using AI in customer processes and analytical functions Where companies see efficiencies and what are the implications for operating costs The top priorities for customer experience leaders in 2019 [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Claire Beatty Editorial Director - Asia MIT Technology Review Insights Joe Ciuffo Product Marketing Director Genesys [mktoform cta_header="Watch the On-Demand Now" cta_button="Watch Now!" cms_hold="RG" landing_id="67959"] Thought Leadership Webinar CX migration secrets revealed The truth behind your contact centre migration [cutoff co_thick="2px"]Learn the secrets for updating your legacy contact center system to get the modern contact centre you need without the migration horror stories you expect. At Genesys, we’ve helped more than 1,200 companies migrate off legacy contact centre solutions. We know the secrets of a successful migration to a modern customer experience platform. Join us for this webinar that reveals what to expect when migrating your contact centre solutions. Led by industry consultant Stephen Leaden, and Jorge Hurtado Anton of Genesys, you’ll gain: Insights into the real challenges of migrating your solutions in 2019 Details about why it’s important to find a business partner—not just a technology provider—who knows the secrets Information on the proven Genesys “walk, run, fly” methodology Register today and learn the secrets to a successful customer experience migration.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Stephen Leaden President Leaden Associates, INC Jorge Hurtado Anton Sales Program Director, EMEA Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="Watch Now!" cms_hold="RG" landing_id="68416"] Market Education Webinar: Genesys & Google Cloud—shaping the future of contact centre AI [cutoff co_thick="2px"]Blended AI by Genesys™ enables businesses to combine live agents and bot technology to solve customer needs faster. Genesys customers, which include 65 of the world's top 100 global brands*, can now use the simple, secure and flexible Google Cloud Contact Centre AI to implement, train and use new bots in a fraction of the time. This ground breaking integration enables brands to rapidly deploy some of the industry's smartest bots capable of resolving issues faster than ever before, while also improving customer satisfaction, sales, employee efficiency and more. As a result, businesses can more quickly and predictively route inquiries to the customer service resource (human, bot, or a combination thereof) best equipped to resolve the issue. In addition to delivering a high-quality customer experience, organisations can drive efficiencies by automating routing tasks, such as taking payments or checking balances, all while allowing the more complex interactions to be handled by employees.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Adam Champy Cloud Interactive AI Product Lead Google Paul Lasserre VP Product Management, Artificial Intelligence Genesys Chris Connolly Vice President, Product Marketing Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" cms_hold="RG" landing_id="66810"] Analyst Webinar [this_page_title] Are Disparate Contact Centre Systems Holding You Back, Yet Costing You More? [cutoff co_thick="2px"]With the dramatic change in customer expectations and behaviors, there is now more at stake for companies than ever before. In today’s market, rigid, outdated legacy technologies carry a higher price tag than just costly maintenance fees – customer retention will suffer, and new revenue streams will be missed. Industry-leading IT, Strategist Steve Leaden, and Genesys VP of Strategic Solutions, Fernando Egea, will discuss the economic impact of maintaining disparate legacy Contact Centre technologies versus modernising with a single platform. Register today to learn: How standing still will leave you “left behind” in today’s market Measured business improvements by consolidating onto one platform The repercussions of not modernising your contact centre [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" landing_id="64015" cid_id="7010B000001SZiV"][webinarschedule][cutoff co_thick="2px"] Meet the Speakers Fernando Egea VP, Strategic Solutions, Genesys Steve Leaden Founder & President, Leaden Associates, Inc. Callcentrehelper.com – Webinar Series 2019 How to improve your agents productivity Thursday 14th November 2019 - 2pm GMT / 3pm CET [cutoff co_thick="2px"]Reducing costs is a key objective in almost every contact centre, causing us to focus on agent productivity to increase efficiency, which is fine, as long as we do it in the right way. We can’t target advisors on metrics such as Average Handling Times and occupancy in the hope of improving efficiency as it will either cause advisors to rush through calls or cause burnout. So what can we do? In this webinar, we’ll provide you with a number of key strategies to improve advisor productivity, without lowering quality or morale. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Topics to be discussed Redefining contact centre productivity Effectiveness vs efficiency Increasing productivity Advisor motivation Tools and systems The role of technology Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Charlie Mitchell Call Centre Helper [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D722%26ref%3D2|title:Register%20Here|target:%20_blank|"] Callcentrehelper.com – Webinar Series 2019 [this_page_title] Thursday 10th Octoberber 2019 - 2pm BST / 3pm CET [cutoff co_thick="2px"]Do you want to reduce contact volumes, increase customer satisfaction and improve customer retention? A proactive customer service strategy could be just what you are looking for. Of course there are key pitfalls to avoid, such as failing to align messaging between departments and sending promotional content to unhappy customers. But, if you can get your strategy right, the benefits will likely be major. In this webinar, we’ll examine how to use proactive customer service to improve your customer journeys and avoid the common mistakes that do just the opposite. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Topics to be discussed Improving customer journeys Personalisation Predicting customer behaviour Reducing contact volumes Lowering customer effort The role of technology Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Rachael Trickey Call Centre Helper [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D719%26ref%3D2|title:Register%20Here|target:%20_blank|"] Callcentrehelper.com – Webinar Series 2019 The new rules of customer experience Thursday 20th June 2019 - 2pm BST / 3pm CET [cutoff co_thick="2px"]The customer experience is a relatively new concept; however, many organisations are now fully focused on optimising their customers journeys to create experiences that customers remember and the contact centre is often central to their plans. In this webinar, we will keep you up to date with all the latest strategies for improving customer journeys, highlighting the growing importance of the contact centre in creating the best possible experiences. Topics to be discussed The customer experience Customer journeys Customer management The new role of the contact centre Maximising the value of the contact centre The role of technology Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Charlie Mitchell Call Centre Helper Martin Jukes Mpathy Plus [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D655%26ref%3D2|title:Register%20Here|target:%20_blank|"] Callcentrehelper.com – Webinar Series 2019 How to Give the Wow factor on Email & Live Chat Thursday 23rd May 2019 - 2pm BST / 3pm CET [cutoff co_thick="2px"] With a delayed response and it being harder to convey the right tone, it is trickier to provide world-class customer service on live chat and email than the phone. Or is it? In the webinar, we will provide you with everything from quick tips to innovative strategies that will help you to put a smile on the face of your customers using the email and live chat channels. Topics to be discussed Using the right language Improving tone Assessing quality Structuring your responses The role of technology Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Jonty Pearce Call Centre Helper Sandra Thompson Exceed All Expectations [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D648%26ref%3D2|title:Register%20Here|target:%20_blank|"] Winter Release Genesys Winter 2018 Innovations [cutoff co_thick="2px"]As a Genesys customer, you’ve told us that it’s sometimes difficult to get the latest and greatest information on new innovations and platform improvements. We’ve heard you loud and clear, and because of this we’ve been working to simplify sharing and access to information with you - our customers. We’d like to invite you to a special webinar with the product leadership team to hear about the Genesys Winter 2018 Innovations. Winter ‘18 includes a complete view of new capabilities and innovations across the entire Genesys portfolio. This webinar will provide you with an overview of the Winter 2018 Innovations with details on our strategy, and give you access to breakout sessions for each Genesys platform - Genesys Cloud, Genesys Connect and Genesys Engage - covering key new innovations for each. Janelle Dieken, Senior Vice President of Product Marketing, will cover the Genesys Winter 2018 Innovation spotlight then there are three breakout options with the product leaders who will cover what’s new for Genesys Cloud, Genesys Connect and Genesys Engage. Join the Genesys product leadership team to hear about the best of what’s new and what’s next from Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi Senior VP, Product Management Genesys Mimi Nguyen VP, Product Management Genesys Steve Rutledge Senior VP, Product Management Genesys [mktoform cta_header="WATCH THE ON-DEMAND RECORDING!" cta_button="WATCH NOW!" cms_hold="RG" cid_id="7010d000001KehjAAC"] Market Education Three Megatrends That Will Reshape Customer Service in 2019 Thursday 7th March 2019 – 2pm GMT / 3pm CET Featuring Kate Leggett from Forrester Research [cutoff co_thick="2px"] As AI becomes omnipresent, understanding its benefits means you need to keep up with its constant evolution. You’ll find discussions that question if the contact centre will even have agents tomorrow, recommend how many super agents you’ll need, discuss the impact the Netflix approach to customer experience has on your business and wonder whether processing at the edge will become as important as the move to the cloud. It’s not always easy to tell, as new technology unfolds, what’s going to become hot or is just really cool and what practical applications will surface. At Genesys, we’re passionate about looking beyond today to see what tomorrow has in store and helping you understand what it all means. In this webinar you’ll hear from Kate Leggett from Forrester and Christopher Connolly from Genesys about: Mega trends that will reshape customer service in 2019 Future of work and how technology is shaping our worlds The importance of “processing at the edge” in the move to cloud [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Christopher Connolly VP - Product Marketing Genesys Kate Leggett Vice President & Principal Analyst Forrester Research [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" landing_id="68100"] Callcentrehelper.com – Webinar Series 2019 The Secrets of WFM: What They Don't Tell You About Forecasting and Scheduling. Tuesday 2nd April 2019 - 3pm BST / 4pm CET [cutoff co_thick="2px"] Back for a 3rd year, our Secrets of WFM Webinar looks at the things that they don't tell you about Forecasting and Scheduling. We look at the leading-edge research as well as lessons learned the hard way on how to solve WFM problems. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Topics to be discussed The Latest Thinking on Forecasting Using the Erlang A formula to predict Abandon Rates The Myth that Live Chat is Cheaper than a Phone Call Why very few contacts have an "Average" Average Handling Time Interesting correlations on WFM Data How loading the Space Shuttle could help your schedules Forecasting LiveChat with concurrency Many more lesser known ideas This webinar is brought to you by Call Centre Helper and is sponsored by Genesys. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Ric Kosiba Genesys Jonty Pearce Call Centre Helper John Casey CCplanning [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D638%26ref%3D2|title:Register%20Here|target:%20_blank|"] Callcentrehelper.com – Webinar Series 2019 [this_page_title] Thursday 14th February 2019 - 2pm GMT / 3pm CET [cutoff co_thick="2px"]In a contact centre creating and maintaining a positive culture is critical to success. But it is a lot easier said than done. In this webinar we look at how we can create a positive culture in the Contact Centre. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Topics to be discussed Creating a positive culture Getting the basics right Removing demotivators The role of coaching Ensuring that team leaders spend time coaching Positive feedback Fixing broken processes Improving morale Avoiding motivation by chocolate Creating a fun environment Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Charlie Mitchell Call Centre Helper Caroline Cooper Naturally Loyal [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D604%26ref%3D2|title:Register%20Here|target:%20_blank|"] Callcentrehelper.com – Webinar Series 2019 [this_page_title] Thursday 17th January 2019 - 2pm GMT / 3pm CET [cutoff co_thick="2px"]We look at what you can do to shave 20 seconds off your Average Handling Time. It seems a tall order to shave 20 seconds off your Average Handling Time, but there are some techniques and technologies that can enable you to do just that. In this webinar we look at how you could save time on every call. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Topics to be discussed Active listening Signposting during a call Controlling runaway talkers Fast techniques to establish rapport with a caller The role of technology Screen Pops - putting details on the screen Reducing call transfers Cutting down on time to verify a caller Top tips from the audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Rachael Boynton Call Centre Helper Paul Weald Contact Centre Innovator [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D602|title:Register%20Here|target:%20_blank|"] Callcentrehelper.com – Webinar Series 2018 [this_page_title] Thursday 8th November 2018 - 1pm GMT / 2pm CET [cutoff co_thick="2px"]Contact centres often struggle to deal with vulnerable customers. From people suffering from dementia, learning disabilities, as well as physical disabilities such deafness and blindness, contact centres need to be able to provide great customer service, with care and dignity. The same techniques can also apply to non-native speakers. In this webinar we look at the best ways to give consistent service to vulnerable people. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Topics to be discussed Security problems - passwords and account access Selling to customers with learning difficulties Avoiding patronising customers Agent training Listening without interrupting Encouraging empathy Not hiding behind the data protection act The role of technology Improved security using biometrics Use of Different channels Identifying vulnerable customer in the CRM system Skills based routing for key customer groups Top Tips from the Audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Jacqui Crawley KMB Jonty Pearce Call Centre Helper [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fwebinar-how-to-give-excellent-customer-service-for-vulnerable-people-133131.htm|title:Register%20Here|target:%20_blank|"] [this_page_title] [cutoff co_thick="2px"]A recent study from Knowledge Executive clearly shows that cloud computing technology deployment in the African contact center industry is growing—with organizations adopting hosted, virtual and Contact Center as a Service solutions. Watch this webinar to get detailed information on survey results for that market, as well as an interview with Smollan, a Genesys customer.[webinarschedule][cutoff co_thick="2px"] Meet the Speaker Deon Scheepers Senior Manager Strategic Business & Solutions Consulting Genesys [mktoform cta_header="Register now" cta_button="Follow here" landing_id="66317" cid_id="7010d000000mWsR"] Callcentrehelper.com – Webinar Series 2018 [this_page_title] Thursday 18th October 2018 - 1pm BST / 2pm CET [cutoff co_thick="2px"]It is good practise to show real empathy, use the language of the customer and take ownership of their query on live chat and email. But, what can you do to really stand out from the crowd? In this webinar, we will discuss the more innovative ideas that will really help you to impress your customers over these two channels, considering everything from language selection to technology solutions. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Topics to be discussed Language selection Advisor soft-skills Tone and personality Customer service strategy The customer experience The role of technology Omnichannel customer support Top Tips from the Audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Charlie Mitchell Call Centre Helper Neil Martin The First Word [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D2336737478681915651|title:Register%20Here|target:%20_blank|"] Callcentrehelper.com – Webinar Series 2018 [this_page_title] Thursday 13th September 2018 - 1pm BST / 2pm CET [cutoff co_thick="2px"]Are you using the best contact centre metrics? Are you measuring the right things, to improve performance? In this webinar we look at the latest thinking on contact centre metrics and help you choose the best measurements for your organisation. And as it will be an interactive webinar, you will also have the opportunity to share tips and ask questions of the audience and other attendees. We run an interactive chat room in parallel with the webinar. Topics to be discussed The Best Metrics for your Contact Centre The Latest Thinking on Metrics Using metrics to drive change and improve advisor performance Customer Satisfaction CSAT and DSAT NetPromoter Scores NPS First Contact resolution FCR Customer Effort Scores Customer Effort Quality Scores Average Handling time Adherence and Shrinkage Productivity metrics The role of Technology Top Tips from the Audience This webinar is brought to you by Call Centre Helper and is sponsored by Genesys.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mike Murphy Genesys Rachael Boynton Call Centre Helper Morris Pentel e-score.today [genesysbutton gb_link="url:https%3A%2F%2Fwww.callcentrehelper.com%2Fnew-webinars%2Fregistration.php%3Fid%3D5195871230887803393|title:Register%20Here|target:%20_blank|"] Analyst Webinar [this_page_title] Wednesday 25th April 2018 - 2pm BST / 3pm CET [cutoff co_thick="2px"]The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognise that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. A global survey of over 550 senior executives was conducted by MIT Technology Review, where respondents were asked to describe their customer experience strategies and operations holistically. The research found that nearly 90% of those identified as iconic firms were managing their customer experience from an omnichannel perspective. This percentage dropped to 66% among those respondents from poor performing firms. It’s no surprise that the firms with an omnichannel customer experience were also twice as likely as others to employ leading-edge technology solutions, such as next-generation self-service, loyalty program management and “voice of the customer” survey analytics. These are just some insights you will get from the webinar – find out more about what these findings mean for your CX strategy against companies around the world. Join us for this webinar and you will hear: The strategies that differentiate an iconic firm from other businesses Which breakthrough technologies will directly impact CX strategies How strategies vary across regions based on maturity and customer expectations [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Ross O’Brien Senior Contributing Editor, MIT Technology Review Insights Rik McCrossan Strategic Business Director, EMEA Digital Practice [mktoform cms_hold="RG" cta_header="Watch Now" cta_button="Watch Now" landing_id="63396" cid_id="7010B000001SVgy"] Partner Webinar [this_page_title] [cutoff co_thick="2px"]Better handle your daily work and customer facing processes across your enterprise to complete customer journeys. Gain the visibility you need into how efficiently and effectively this work is done. Increase performance with workload management that gathers all tasks and interactions into an universal queue, continually reprioritizes them, automatically distributes the most important work to the skilled employee and provides real-time dashboard. Find out how companies like T-Mobile, Bupa and Corona Direct transformed their businesses by lifting their Back-Office control to another level, improving productivity, service, and customer outcomes. Register to view the on-demand webinar from Genesys and IST.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Norman Liu Marketing Director, IST Group Martin Vagner Solutions Director, Genesys EMEA [mktoform cms_hold="RG" cta_header="VIEW THE WEBINAR!" cta_button="VIEW NOW!" landing_id="53973" cid_id="7010B000001YODS"] Analyst Webinar [this_page_title] Featuring Art Schoeller, VP and Principal Analyst, at Forrester Research [cutoff co_thick="2px"]Being “proactive” with your customers is not enough to survive in the market today. The truth is, organisations that understand how to engage customers on their preferred channels will create contextual, and relevant experiences for customers. Plus, they will see the financial impact of nurturing long-term customer loyalty. Listen to our speakers Art Schoeller, VP and Principal Analyst, at Forrester and John Tallarico, VP of Product Management, at Genesys during this on-demand webinar. They’ll share proactive communication research results and customer examples, including: Global statistics on customer usage, benefits, and a definitive maturity model of proactive customer communication How proactivity is essential for firms who wish to become customer-obsessed Detailed success story and recommendations for how to integrate proactive customer communication into your omnichannel engagement strategy [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Art Schoeller VP and Principal Analyst, at Forrester John Tallarico VP of Product Management, Genesys [mktoform cms_hold="RG" cta_header="VIEW THE WEBINAR! " cta_button="VIEW NOW! " landing_id="52497" cid_id="7010B000001YGaU"] Analyst Webinar [this_page_title] [cutoff co_thick="2px"]Pressure to accommodate the evolving needs of customers represents the biggest driver behind industry change in 2017, and organisations must make the most of customer insight to optimise their business strategies. The Internet of Things (IoT) can enable countless improvements to products and services, and will significantly affect the way businesses engage with customers and employees. Frost & Sullivan recently conducted a survey of almost 500 customer experience leaders in Europe whereby almost two thirds of respondents agree that IoT will bring direct value to the customer experience. Join us for this 45-minute webinar to hear: Key findings from the survey, including how leading organisations are turning the IoT concept into reality Why the IoT-centric customer experience (IoT-CX) may be the most important competitive differentiator available to European enterprises Ways to address the challenge of promoting a concrete IoT-CX value proposition How you can get started with a clear IoT-CX roadmap Our experts will be happy to answer your questions at the end of the session.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Alexander Michael Director of Consulting in Digital Transformation, Frost & Sullivan Richard McCrossan EMEA Digital Solutions Lead, Genesys [mktoform cms_hold="RG" cta_header="VIEW THE WEBINAR! " cta_button="VIEW NOW! " landing_id="54027" cid_id="7010B000001YOxH"] Demo Webinar [this_page_title] [cutoff co_thick="2px"]Your customers want to interact with you in a variety of ways – email, web chat or a phone call. Most cloud contact centre vendors provide point solutions for multichannel requirements. Or, they integrate multiple siloed solutions. Genesys Cloud is a true all-in-one cloud contact centre solution ideal for businesses with up to 150 agent seats. It has all the tools you need to build a world-class contact centre. Watch the on-demand webinar and see a demo of Genesys Cloud. See how: Email, chat and phone calls can be handled by any user using a single web-based desktop application Every phone extension can be transformed into a mobile office with follow-me, softphone, conferencing and more Optimise agent performance and scheduling with built-in workforce optimisation, cross-channel scripting and call recording [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Demo Expert, Genesys Daniel Rood Sr Director, Product & Content Marketing, Genesys [mktoform cta_header="VIEW THE WEBINAR!" cta_button="VIEW NOW!" cms_hold="RG" landing_id="59288" cid_id="7010B000001gLgm"] Customer Webinar [this_page_title] October 5th at 10.00-10.45 CET [cutoff co_thick="2px"]Today’s consumer expects CX to be digital by default. They expect moments to be connected. Consumer expectations are accelerating – by 2020 they will not accept anything other than frictionless digital CX. Being ready for CX2020 means getting digital engagement right today. Join this webinar to learn how the leading Nordic bank, Nordea, is getting digital engagement right. In this webinar you will learn: Best practice examples and the benefits they bring to both consumer and business. Tangible actions that you can apply to your business right now. This is a live webinar but if you can’t make the live session register anyway and we’ll send you a link to the recording.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Viktoria Vianden (Moderator) Field Marketing Manager – Nordics & Baltics, Genesys Rik McCrossan Sr Business Development Manager, Genesys Jonas Björkman Digital Product Owner, Nordea [mktoform cta_header="GET REGISTERED" cta_button="Register Now" landing_id="60203" cid_id="7010B000001gO3Y"] Customer Webinar [this_page_title] [cutoff co_thick="2px"]CX is a strategic business imperative that requires serious thinking, planning and resourcing if it is to be sustainable and effective. CX requires the acquisition of external software and services (it is not something you can DIY) but also needs wider and deeper design thinking, agility and speed of response, continuous innovation, a clear sense of purpose, cultural change, and employee and stakeholder engagement. This webinar summarises key trends in CX and covers the following points: The current state of play of the CX software and services market The challenges in deploying new generation CX solutions Be prepared to thrive in the new era of digital disruptors and competition [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Gerry Brown Research Director, European Software Group at IDC Rik McCrossan Sr Business Development Manager, Genesys Per-Anders Melander Sales Expert, Customer Experience - Nordics & Baltics, OBS [mktoform cta_header="GET REGISTERED" cta_button="Register Now" landing_id="61179" cid_id="7010B000001SH4O"] Customer Webinar [this_page_title] Featuring Omer Minkara, Vice President & Principal Analyst, Customer Experience, Aberdeen Group [cutoff co_thick="2px"]Thursday 7th December 2017, 3pm GMT / 4pm CET Aberdeen research shows that 51% of contact centres use at least eight channels. For many businesses, more channels mean better results. Not for best-in-class organisations. They understand that adding more channels on legacy infrastructure isn’t enough to address rapidly changing customer needs. Instead, they focus on using and integrating all their channels seamlessly on a future-proof platform to deliver personalised and consistent interactions for all customers. Join this webinar to learn: How your company stacks up in engaging customers across multiple channels The top challenges impacting the ability to deliver a truly omnichannel customer experience A maturity model to help assess, refine and build your omnichannel capabilities End user stories At the end of the session, have your questions answered by our experts.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Omer Minkara Vice President & Principal Analyst, Customer Experience, Aberdeen Group Rutger Wilschut Vice President Strategic Business Consulting, Genesys [mktoform cta_header="Register Today" cta_button="Register Now" landing_id="61532" cid_id="7010B000001SJfw"]
h1|Learn the latest from experts, analysts and customers
h2|Upcoming webinars Most popular on-demand webinars Get real-world CX survival secrets
h3|Get real-world CX survival secrets
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Channel Surfing: Mastering Digital Channels for your business Transforming CX in utilities – personalisation at speed Meeting the needs of tomorrow’s customers Meeting the needs of tomorrow’s customers Live Q&A: Pains and gains of moving your contact centre to the cloud The Future of AI in Customer Service: On-demand Webinar Why companies adopting CCaaS are winning the CX battle Live Q&A: Pains and gains of moving your contact centre to the cloud Meeting the needs of tomorrow’s customers The Future of AI in Customer Service: On-demand Webinar The Business Leaders’ Customer Experience Survival Guide CCW Middle-East: On-demand Webinar Why companies adopting CCaaS are winning the CX battle Maintaining Confidence With Your Customers & Citizens IDC Nordic Analyst Perspective: Customer Experience drives tomorrow’s business The new normal: Redefining business continuity Genesys Cloud Live Demo: How to Engage, Equip and Empower Your Team for Customer Experience Success Redefining Business Continuity – A focus on the Middle East Genesys Cloud: Your first line of defence against customer support volatility How to build a bot in an hour Business continuity – is your contact centre ready for remote working? Why customer journey orchestration should be your biggest CX goal for 2020 Megatrends shaping customer service in 2020 Genesys Winter Innovations 2020 Proven Techniques to Increase Customer Satisfaction Self-Service- How to Remove Calls from the Contact Centre 7 Key Ways to Lower Average Handling Time Digital Transformation 2.0 for FSI: Plan your CX Strategy for 2020 and Beyond 2020 vision: What are the contact centre trends of tomorrow – and how can you prepare? Very soon AI will dominate contact centres. Are you ready? Introducing Genesys Messaging for Apple Business Chat Beta The secret to increasing digital sales, conversion rates and customer satisfaction (ZA) Expert forum: Choosing the best path for transforming a legacy contact centre Humans and Bots: How to blend human skills and AI to build customer intimacy and drive growth CX migration secrets revealed Genesys & Google Cloud—shaping the future of contact centre AI Economic Impact Analysis How to Make Your Agents More Productive Proactive Customer Service – How to do It Well The New Rules for Customer Experience How to Give the Wow factor on Email & Live Chat Genesys Winter 2018 Innovations Three Megatrends That Will Reshape Customer Service in 2019 The Secrets of WFM: What They Don’t Tell You About Forecasting and Scheduling. How to Create and Maintain a Positive Culture How to Knock 20 Seconds Off Your Average Handling Time How to Give Excellent Customer Service for Vulnerable People Cloud transformation survey webinar 2018: African small and medium-sized contact centers How to Give the Wow Factor on Email & Live Chat The Latest Thinking on Contact Centre Metrics Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX Save Costs by Increasing Efficiency Across Your Enterprise & Back Office Processes Proactively Engage Your Customers in Every Channel—Without Losing Your Mind! Redesigning the Customer Experience Around the Internet of Things (IoT) How to Build a World-Class Contact Centre with Genesys Cloud Is your digital CX ready for CX2020? Nordea’s is! The Customer Experience Transformation Imperative – What You Need to Know Now Omnichannel Customer Experience: Are You Chasing a Myth or Reality? Live Assistance Live Assistance
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sp|COVID-19 impact. +44 1276 457000 04/14/2021 04/22/2021 On-demand Webinar +44 1276 457000 | | |
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Demandez une démo Essai gratuit Concevez votre solution Demandez un devis Un centre de contact cloud adapté permet de fournir facilement une expérience client exceptionnelle, des fondamentaux du centre d’appel aux dernières innovations en matière d’expérience client. Avec le logiciel de centre de contact de Genesys, vous bénéficiez des meilleures capacités en matière d’expérience client et collaborateur, ainsi que d’un partenaire qui vous accompagne en permanence. Offrez à vos clients des expériences personnalisées sur le canal de leur choix et donnez à votre équipe les outils nécessaires pour rendre chaque moment unique. Genesys Engage™ offre choix et contrôle avec des options sur site, sur cloud privé et sur cloud public. Conçu pour s’adapter aux plus grandes marques au monde, Genesys Engage combine le routage intelligent des canaux et le travail avec des fonctionnalités avancées de sortie et de libre-service. Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
h1|Tout ce dont vous avez besoin pour offrir une meilleure expérience client
h2|De meilleurs outils pour de meilleures conversations
h3|Plan expérience client Le centre de contact cloud tout-en-un, simple et pratique. Plusieurs options s'offrent à vous pour répondre à vos besoins et à vos souhaits
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer Assistance en direct Assistance en direct
h5|Que peut-on faire pour vous aider aujourd'hui?
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 Genesys PureConnect™ offre un large éventail de fonctionnalités et une grande fiabilité aux centres de contact à la recherche d’une solution sur site tout-en-un. +33 (0)1 41 10 17 17 | | |
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Demandez une démo Essai gratuit Concevez votre solution Demandez un devis En tant que partenaire ou consultant indépendant, vous pouvez compter sur Genesys pour la technologie, les récompenses et les opportunités afin de développer votre entreprise. Les clients peuvent profiter d’un large éventail de partenaires Genesys pour faire progresser votre projet, de la planification à l’exécution et au-delà. Commencez par découvrir les types de partenaires disponibles : , , , et . Ensuite, utilisez le pour trouver un partenaire local fiable possédant l’expertise correspondant à vos besoins. Grâce au programme Genesys AppFoundry, les clients peuvent trouver et mettre en œuvre des solutions à partir d'un éventail de solutions de centre de contact tiers et d'expérience client. Obtenez les outils, la formation et l'assistance dont vous avez besoin auprès du Genesys Partner Program pour optimiser votre potentiel commercial. Rejoignez la communauté de consultants indépendants Genesys pour aider vos clients à exploiter tout le potentiel de leurs investissements d'engagement client. Capitalisez sur la technologie du leader de l’expérience client et offrez à vos clients un service à la hauteur de leurs attentes, où qu’ils se trouvent dans leurs parcours pour leur offrir une expérience client exceptionnelle. Le programme partenaire récompense votre engagement et vous donne tous les outils et formations pour accompagner vos clients dans la croissance de leur activité. Bénéficiez du soutien de la communauté Genesys lorsque vous conseillez vos clients sur la façon de développer des solutions d’expérience client. Les meilleures pratiques éprouvées, les tendances du marché et les analyses font partie des outils disponibles pour vous aider à structurer les systèmes et processus commerciaux de vos clients afin d’optimiser leur valeur métier. Augmentez la visibilité de vos solutions avec Genesys AppFoundry, un marché d’applications dynamique regroupant un vivier de solutions certifiées Genesys. Les clients peuvent facilement parcourir et effectuer des recherches dans le marché AppFoundry pour trouver les applications commerciales qui les aideront à résoudre leurs problèmes et à créer un maximum de valeur sur leurs intégrations Genesys. Grâce au programme Genesys AppFoundry, les clients peuvent trouver et mettre en œuvre des solutions à partir d'un éventail de solutions de centre de contact tiers et d'expérience client. Obtenez les outils, la formation et l'assistance dont vous avez besoin auprès du Genesys Partner Program pour optimiser votre potentiel commercial. Rejoignez la communauté de consultants indépendants Genesys pour aider vos clients à exploiter tout le potentiel de leurs investissements d'engagement client. Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
h1|Collaborez avec Genesys pour offrir une expérience client de classe mondiale
h2|Un écosystème complet pour la réussite de vos partenaires et de vos clients
h3|Plan expérience client Découvrez les partenaires et solutions Genesys… Choisissez le bon partenaire pour votre projet Rejoignez le réseau de partenaires Genesys Rejoignez la communauté de consultants indépendants Profitez du marché de solutions AppFoundry Découvrez le marché d'applications AppFoundry Découvrez les partenaires et solutions Genesys…
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer AppFoundry AppFoundry Réseau de partenaires Réseau de partenaires Consultants indépendants Consultants indépendants AppFoundry Réseau de partenaires Consultants indépendants Assistance en direct Assistance en direct
h5|Que peut-on faire pour vous aider aujourd'hui?
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 En savoir plus En savoir plus En savoir plus +33 (0)1 41 10 17 17 | | |
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Demandez une démo Essai gratuit Concevez votre solution Demandez un devis Genesys Webinar Genesys Webinar Analyst Webinar Analyst Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Analyst Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Customer Webinar Genesys Webinar Genesys Webinar Genesys Webinar Best Practice Webinar Best Practice Webinar Genesys Webinar Customer Webinar Genesys Webinar Analyst Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
di|Emission virtuelle AGORA-LIVE sur l'expérience client (Re)placer l’expérience client au coeur de la stratégie d’entreprise [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Fortes du succès de leur 1ère édition, les Journées Digitales de l’Expérience Client présentent un nouveau look et un nouveau nom en 2021 : Agora Live Expérience Client ! Cette édition a été sponsorisée par GENESYS qui présente plusieurs sujets d'actualités pour adresser les challenges suivants : En quoi l’expérience client est-elle la clé pour réussir sa stratégie digitale ? Comment repenser son expérience client de bout en bout ? Quelles méthodes appliquer ? Comment convaincre en interne, embarquer l’ensemble des parties prenantes et mettre en place de nouvelles méthodes de travail ? Thèmes d'intervention : Comment porter l'expérience client au cœur de la stratégie des entreprises ? - Par Cédric Osternaud de Casino et Claudine Cherfan de Genesys Retour d'expérience de EBP : le binôme gagnant "métier-DSI" pour améliorer l’expérience client de bout en bout avec Genesys Cloud - Par Marie Amiot et Jean-Baptiste Haentjens de EBP informatique Construire sa stratégie d’investissement de plateforme CCaaS : identifier les leviers de réduction de coûts et de ROI - Par Gilles Talbot de Genesys Ecommerce & CX : Comprendre les intentions des clients pour personnaliser les interactions lors des parcours web - Par Boubacar Diallo de Genesys[mktoform cta_button="Voir le replay :" cms_hold="RG" cid_id="7011T000001l0pmQAA"] Les intervenants Marie Amiot Directrice Relation Client EBP Jean-Baptiste Haentjens Direction informatique EBP Cédric Osternaud Directeur Général Exécutif Supermarchés Casino et projets E-Commerce Casino Boubacar Diallo Sr Solution Consultant Genesys Emission virtuelle CX INSIDE Transformer la relation client en 2021 [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Evénement digital dédié à l'évolution de la relation client en 2021, organisé par Relation client Magazine et par Genesys. Découvrez les priorités d’investissement 2021 et les pratiques pour créer une expérience client différenciante et personnalisée ! AGENDA DE L'EVENEMENT Les marques au défi des nouvelles exigences relationnelles des consommateurs - Par Stéphane Hugon, Sociologue, CEO & Co-fondateur d’Éranos Résultats du Baromètre Relation Client 2021 : impacts COVID-19, nouveaux enjeux et priorités pour les directions des services clients - Par Gilles Talbot, Directeur Business Consultant Réinventer et opérer une relation client différenciante qui fidélise – Par Cécile Lagé, DGA BU Loterie au sein du groupe FDJ et Claudine Cherfan, VP France et Nord Afrique chez Genesys Comment ENGIE déploie une expérience client unifiée sur de multiples centres de contacts avec Genesys Cloud – Par Louis Lescoeur, Délégué Hypervision chez Engie France BtoC Engie Constuire le futur de votre relation client : automatiser l’expérience client tout en contrôlant l’orchestration des flux pour une meilleure performance et améliorer la prise de decision des agents de centre de contact par l’exploitation des données utiles pour tirer le meilleur de la voix du client - Par Cristina Barlier, Senior Solutions Consultant chez Genesys [mktoform cta_button="Voir le replay !" cms_hold="RG" cid_id="7011T000001l0m4QAA"] Les intervenants Cécile Lagé DGA BU Loterie, Groupe Française des Jeux Claudine Cherfan Vice Présidente France Genesys Louis Lescoeur Délégué Hypervision - Direction Expérience Client - B2C France ENGIE Stéphane Hugon Sociologue CEO de ERANOS Gilles Talbot Directeur Business Consultant Genesys Cristina Barlier Sr Solution Consultant Genesys Replay Webinaire Guide d'achat d'un centre de contact 2021 [cutoff co_thick="2px"][webinarschedule]Tandis que le nouveau monde d'après la pandémie se dessine encore, le paysage technologique continue d'évoluer. Suivre le rythme des profonds bouleversements qu'à connus le secteur tout en conciliant priorités, budget et ressources est un défi de taille, mais il n'est pas insurmontable. Rejoignez-nous le 19 janvier afin d'assister à notre analyse des principales tendances prévues en 2021 et d'obtenir quelques conseils pratiques pour faire face à ces changements en cette nouvelle année et au-delà. À l'ordre du jour : Identifier et hiérarchiser les capacités essentielles au cœur des centres de contact modernes Découvrez les forces qui rendent le cloud indispensable Découvrez pourquoi les principaux analystes évaluent désormais uniquement les solutions de centre de contact dans le cloud Conseils sur les éléments à rechercher dans la feuille de route d'un produit Que vous soyez à la recherche d'une solution de centre de contact dans le cloud ou que vous souhaitiez simplement rester informé des dernières tendances du marché, cette session est à ne pas manquer.[mktoform cta_header="Replay Webinaire" cta_button="Regarder" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Les intervenants : Sheila McGee Smith Fondatrice et analyste principale McGee Smith Analytics Janelle Dieken Vice-présidente directrice du marketing de contenu Genesys Effacer Replay Webinaire Guide d'achat d'un centre de contact 2021 [cutoff co_thick="2px"][webinarschedule]Tandis que le nouveau monde d'après la pandémie se dessine encore, le paysage technologique continue d'évoluer. Suivre le rythme des profonds bouleversements qu'à connus le secteur tout en conciliant priorités, budget et ressources est un défi de taille, mais il n'est pas insurmontable. Rejoignez-nous le 19 janvier afin d'assister à notre analyse des principales tendances prévues en 2021 et d'obtenir quelques conseils pratiques pour faire face à ces changements en cette nouvelle année et au-delà. À l'ordre du jour : Identifier et hiérarchiser les capacités essentielles au cœur des centres de contact modernes Découvrez les forces qui rendent le cloud indispensable Découvrez pourquoi les principaux analystes évaluent désormais uniquement les solutions de centre de contact dans le cloud Conseils sur les éléments à rechercher dans la feuille de route d'un produit Que vous soyez à la recherche d'une solution de centre de contact dans le cloud ou que vous souhaitiez simplement rester informé des dernières tendances du marché, cette session est à ne pas manquer.[mktoform cta_header="Replay Webinaire" cta_button="Regarder" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Les intervenants : Sheila McGee Smith Fondatrice et analyste principale McGee Smith Analytics Janelle Dieken Vice-présidente directrice du marketing de contenu Genesys Virtualisation des centres de contacts Space CX... pour des collaborateurs sans frontières Partenaire certifié : [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Les contraintes sanitaires ont poussé les entreprises à revoir l’organisation de leurs équipes. Quel que soit l’espace de travail où exercent vos collaborateurs (centre de contact, agence, point de vente ou en mobilité), ce webinaire vous expliquera comment une expérience client virtualisée et digitalisée peut transformer votre organisation en un ensemble unifié de collaborateurs au service de l’expérience client.[mktoform cta_header="Formulaire" cta_button="S'inscrire maintenant !" cms_hold="RG" cid_id="7011T000001kyzfQAA"] Les intervenants Yann Croquelois Account Manager Speaker Companyan Romain Jourdy Sr Solution consultant Genesys Retour d'expérience client CCaS : le cloud comme accélérateur de l’expérience client et collaborateur [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Genesys organise avec l'Association Française de la Relation Client un wébinaire dédié au Cloud, qui permettra de mettre en avant le retour d'expérience du groupe CEGID. Sur les 12 derniers mois, 70% des nouvelles solutions de centres de contact achetées par les entreprises en Europe, sont des solutions Cloud ! Rapidité de déploiement, flexibilité, personnalisation, innovation à travers le digital et l’IA sont les principaux bénéfices retenus par les Directions des Services Clients, qui adoptent le cloud pour optimiser l’expérience des clients et de leurs collaborateurs. Assistez, durant cette session, à l'intervention du groupe CEGID qui a fait le choix de GENESYS Cloud pour ses centres de contact. Programme : - Ouverture de la présentation par l'AFRC - Présentation par GENESYS du dernier rapport d’études sur la dynamique du marché CCaS en Europe et en France - Témoignage de CEGID sur son projet de centre de contact cloud qui a permis d’accroitre l’efficacité de son support clients - Questions / Réponses[mktoform cta_header="Formulaire" cta_button="S'inscrire maintenant !" cms_hold="RG" cid_id="7011T000001t9iFQAQ"] Les intervenants Sonia Gelein Directrice Customer Care CEGID Thierry Galvagni Directeur des Systèmes d'Information CEGID Berenice Carillo Secrétaire Générale AFRC Gilles Talbot Sr Principal Business Consultant Genesys Relation client & Innovation Comment améliorer la productivité et le ROI des services clients ? Intervention réalisée en partenariat avec :[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]L’apparition de nouvelles applications cloud ainsi que l’évolution permanente de nos usages digitaux contraignent les services clients et l'organisation des centres de contact à s’équiper d’une multitude d’outils qui viennent s’accumuler sur les postes de travail des managers et des agents. Depuis la crise sanitaire, les entreprises veulent trouver le meilleur équilibre entre la qualité de l’expérience client et la rentabilité de leur centres de contact. Les API et connecteurs logiciels constituent une réponse efficace pour fluidifier le parcours client, améliorer le confort d’utilisation des collaborateurs, et induire ainsi une meilleure rentabilité des centres de contacts. Thèmes abordés : En quoi consiste l’intégration logicielle des API ? Quelle sont les bénéfices opérationnels de ces connecteurs sur un service clients ? Quelles sont les questions à se poser avant de se lancer ? Découvrez lors de ce wébinaire animé par GENESYS et son partenaire certifié NXO, comment les API de la plateforme Genesys Cloud et l'application de Microsoft Teams permettent d’accélérer le temps de réponse aux demandes et d’accroître le First Contact Resolution.[mktoform cta_header="Inscription" cta_button="S'inscrire maintenant !" cms_hold="RG" cid_id="7011T000001kyPmQAI"] Les intervenants Juan Munoz Solution Manager Centres de contacts et relation client NXO Olivier Cosme Account Director, Channel GENESYS Evénement digital LSA LIVE RETAIL Hyper-personnalisation des conversations : comment recréer du lien avec les clients ? Session dédiée aux acteurs de la grande distribution (marques, distributeurs, sites e-commerce) Intervention réalisée en partenariat avec :[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]88%* des retailers estiment qu’une bonne expérience client offre un vrai avantage concurrentiel ! Découvrez lors de ce wébinaire la dernière étude comportementale de NTT Ltd en 2020 et apprenez comment adopter une stratégie digitale omnicanale, centrée sur les attentes des consommateurs à partir des solutions de l’éditeur mondial de centres de contact GENESYS. Comment contextualiser la relation client dans le centre de contact ? Comment améliorer les taux de conversion en e-commerce grâce à la personnalisation ? Comment l'IA et les bot peuvent favoriser le lien humain en limitant les coûts de service ? Pre-inscrivez-vous dès maintenant et vous recevrez une confirmation par mail.[mktoform cta_header="S'inscrire" cta_button="S'inscrire maintenant !" cms_hold="RG" cid_id="7011T000001kyPrQAI"] Rencontrez les intervenants Laurent Millan Customer Experience BU Manager NTT France Gilles Talbot Sr Principal Business Consultant Genesys Analyste, témoignage client et démonstration Le Mardi 3 novembre de 11h00 à 12h00 Pourquoi les entreprises qui adoptent le CCaaS gagnent la bataille de l'Expérience Client [cutoff co_thick="2px"]En quelques mois, nos modes de vie et de travail ont changé. Pour les entreprises, ses bouleversements accélèrent une urgence : celle de renouer plus étroitement avec les clients quitte à optimiser leurs fonctionnements. Lors de ce wébinaire, la Direction de la Relation Client et la DSI du groupe industriel international LEGRAND exposeront comment le groupe adresse l'Expérience Client BtoC mais aussi BtoB à travers ses centres de contact en Europe : Gestion des compétences depuis la vente jusqu'au SAV La voix du client : Comment migrer vers le cloud ? Comment utiliser la bonne donnée pour personnaliser les échanges ? Manager pendant la crise : constat et adaptation face à l'adversité Pour la première fois en France, vous pourrez écouter le consultant europèen Frost & Sullivan qui dressera un état des lieux : Cloud public/privé ou multi-Cloud : Quel choix faire ? Bénéfices d'une migration vers le cloud Quelles sont les priorités d'investissements pour améliorer la performance d'un centre de contact ? Positionnenement des meilleurs éditeurs 2020-2021 Enfin, vous suivrez une démonstration de la plateforme GENESYS CLOUD, commentée par nos experts : Gestion de la voix, du digital au sein d'un parcours client-agent, scripting, usage de l'intelligence artificielle... À ne pas manquer ![webinarschedule][mktoform cta_header="Réservez votre place" cta_button="S'inscrire maintenant !" cms_hold="RG" cid_id="7011T000001kx9dQAA"] Les conférenciers Dominique Delaporte DSI/IT - Front-Office Manager LEGRAND David Gonzalez Responsable CRC Direction Commerciale France LEGRAND Alexander Michael Senior Director of Consulting Frost & Sullivan Romain Jourdy Sr Solution Consultant GENESYS « La solution Genesys Cloud nous a permis d’assurer une continuité de service sans faille durant le confinement lié au Covid en déployant le télétravail en quelques heures sans aucune difficulté. Cela a été totalement transparent pour le client. » - David Gonzalez - Responsable CRC - Direction Commerciale France de LEGRAND [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Regardez ce webinaire à la demande avec Sheila McGee-Smith et Randolph Carter pour découvrir une conversation animée qui explore le cloud selon trois concepts essentiels dans ce monde en pleine accélération. Au sommaire : Les principales problématiques des applications, en particulier celles qui concernent les architectures de microservices dans le cloud ainsi que les nouvelles fonctionnalités de l'IA Les défis liés aux données : normes, systèmes et intégrations Comment préparer une infrastructure de nouvelle génération : canaux de communication, outils de migration et gestion du changement [mktoform cta_header="Webinaire à la demande (en anglais)" cta_button="Lancer le replay" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you" cid_id="7011T000001krefQAA" ar_url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you"] Les intervenants : Randy Carter Directeur du marketing produit Sheila McGee-Smith Fondatrice de McGee-Smith Analytics SPECIAL MANAGEMENT Transformation des environnements de travail et des parcours agents : impacts du télétravail, home office et de la mobilité [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Ses derniers mois, plus de 8 millions de français ont travaillé depuis leur domicile. Parmi eux, de nombreux conseillers travaillant habituellement en centre de contact. Cette expérience a chamboulé le quotidien des conseillers et des superviseurs dans la conduite des interactions clients, ou l’animation des équipes. Offrir la meilleure expérience à ses clients, c’est aussi placer ses collaborateurs dans les meilleures conditions. Durant ce wébinaire, Genesys vous propose de comprendre les bonnes pratiques pour apporter de la flexibilité et de l’agilité dans les parcours des agents : Quels sont les bons leviers ? Comment les gérer les équipes multi-distantes ? Comment conserver l’implication et l’esprit d’équipe et atteindre les objectifs métier ? [mktoform cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001kvklQAA"] Les intervenants Mickaël Lefebvre EMEA Account Director Cloud Channel Genesys Aurélien Lagier Senior Solution consultant Genesys Intelligence Artificielle, Bots & Self-services : Comment faire les bons choix en reprise d'activités ? [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Une reprise d’activités est souvent synonyme d’un rattrapage de retard et en même temps d’une accélération pour retrouver un rythme normal. Ce constat concerne également la vie des centres de contact. Alors, comment lisser les pics d’activités ? Que faire des demandes à faible valeur ajoutée ? Quels outils utilisés pour favoriser la personnalisation des échanges et renouer avec la confiance des clients ? Genesys propose, au sein de ce webinaire, d’adresser le panorama des usages des bots et de présenter comment l’intelligence artificielle associée à une bonne méthodologie d’intégration omnicanale permet de soulager avec efficacité des équipes très sollicitées. Il sera également question de savoir faire les bons choix technologiques.[mktoform cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001kvkWQAQ"] Les intervenants Cristina Barlier Senior Solution Consultant Genesys Véronique Dupré Sr Marketing Manager Genesys Rubrique Innovation Relation client & croissance : Quels sont les bons choix d'innovation pour dynamiser son activité ? [cutoff co_thick="2px"][webinarschedulesingle] En cette période de reprise d’activités post COVID-19, les directions des services clients ont besoin de soutenir leurs entreprises pour renforcer leurs chiffres d’affaires. Nous vous proposons d’assister, lors de ce wébinaire, au témoignage de Helpline, client de Genesys : 2000 utilisateurs répartis sur 9 sites et dans 4 pays. La Direction Users Digital Journey de Helpline présentera comment elle innove de manière offensive à l’aide des plateformes Genesys, pour anticiper, automatiser et apporter de nouveaux usages qui contribuent au développement de son entreprise. Plan de continuité d’activités : comment passer du présentiel au home office avec agilité et résilience ? Optimisation des flux : apport du digital et de l’intelligence artificielle Cartographie des parcours clients et utilisation des personas : quels avantages pour améliorer l’expérience client ? [mktoform cta_header="S'inscrire" cta_button="S'inscrire Maintenant !" cms_hold="RG" cid_id="7011T000001t7iSQAQ"] Rencontrez les intervenants Lionel Florence Directeur Users Digital Journey Helpline Mickaël Lefebvre Channel Sales EMEA Director Genesys Ce wébinaire aura lieu durant l'événement Les Journées digitales de l'Expérience client, organisé par l'AGORA des Directeurs de l'Expérience Client et avec le soutien de GENESYS http://www.agoramanagers-events.com/journees-digitales-experience-client/ Relation client : Comment rendre un bot intelligent ? [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]L’expérimentation des bots par les entreprises a fortement augmenté en 2020. Utilisés tout d’abord sous leurs formes basiques pour répondre aux questions les plus fréquemment posées, ils aident aussi à la préqualification. Mais au-delà de ces premiers services rendus, les directions des services clients attendent un champ d’actions plus important pour contribuer au recentrage des conseillers vers des demandes à forte valeur ajoutée. Quel est le vrai panorama de la maturité des bots en 2020 ? Comment utiliser l’IA pour rendre un bot intelligent ? Que faut-il considérer pour intégrer un bot au processus métier d’un centre de contact ? Au sein de ce webinaire animé avec Google, vous découvrirez comment les plateformes omnicanales de Genesys, associées aux technologies d'intelligence artificielle et aux solutions de langage naturel contribuent à limiter les situations de frustration et le sentiment d’échecs des clients au sein de leurs parcours d’achat.[mktoform cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001t7CRQAY"] Les intervenants Boubacar Diallo Senior Solution Consultant Genesys Dominique Pfeffer Cloud Technology Partners Lead - Contact Center AI Google Cloud Google Cloud fournit aux organisations une infrastructure, une plate-forme et des solutions métiers de pointe. Nous proposons des solutions de cloud computing conçues pour les entreprises qui s’appuient sur les technologies innovantes de Google, et les aident à gagner en efficacité opérationnelle et à s'adapter à l’évolution des besoins, leur offrant ainsi des bases solides pour leur avenir. Dans plus de 150 pays, des organisations font de Google Cloud leur partenaire de confiance pour résoudre leurs problèmes les plus critiques Home office, télétravail, mobilité des agents Comment gérer les impacts de production dans les centres de contacts ? [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Ces dernières semaines, les environnements de travail des centres de contacts ont évolué très vite. De nouvelles pratiques ont été mises en place et s’installent dans le temps : poursuite du home office pour certains, télétravail pour d’autres et retours partiels aux bureaux. Ces décisions soulèvent des questions quant à la pérennité du fonctionnement et quant aux risques d’impacts sur la production : Comment rester performant tout en favorisant dans la durée le home office et le télétravail ? Quels écueils faut-il éviter ? Mobilité, virtualisation & Cloud : comment déployer une architecture voix et digitale en quelques jours ? Gestion d’équipes multi-distantes : comment créer une visibilité opérationnelle consolidée ? Ce wébinaire de 45 mn, animé par nos consultants et par notre partenaire CERITEK, sera illustré par des exemples réussis dans les secteurs de la finance, du retail, de la santé et des services.[mktoform cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001t7CMQAY"] Intervenants : Cristina Barlier Senior Solution Consultant Genesys Antoine De La Bretesche Business Consulting Ceritek Véronique Dupré Directrice Marketing Genesys Ceritek est une société de conseil et de service spécialisée dans la conception, la réalisation et la maintenance de solutions innovantes pour les centres de contacts. Ceritek accompagne ses clients dans la gestion efficace des interactions multimédias (voix, mails, bots, réseaux sociaux…) et dans l’optimisation des ressources humaines Pour en savoir plus : https://ceritek.com Centre de contact : Intelligence artificielle, bots [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]L’actualité du moment de notre pays le montre bien. En cas de crise ou de problème opérationnel, les entreprises doivent s’adapter aux comportements de leurs clients : multiplication des questions en ligne, hausse des ventes sur internet et des sollicitations, croissance de volumes d’appels, augmentation des mails… Le challenge est d’assurer une productivité en continue auprès d’équipes qui se trouvent débordées. Il s’agit également de garantir un service de qualité et personnalisé selon le canal de contact utilisé. Comment agir en temps-réel face à de telles situations tout en maintenant un service fluide, transparent pour vos clients ? Comment limiter le stress de vos collaborateurs du centre de contacts ? La mise en place de tâches automatisées via l'intelligence artificielle, les outils de self-service ou les bots vont vous permettent de trouver un juste équilibre dans la répartition des charges. Nous vous proposons durant ce webinaire de vous montrer comment procéder et capitaliser sur l’intelligence artificielle et les agents conversationnels pour gagner en confort de travail.[mktoform cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001krMvQAI"] Rencontrez les intervenants Cristina Barlier Senior Solution Consultant Genesys Véronique Dupré Directrice marketing Genesys SPECIAL MANAGEMENT [this_page_title] [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle] Nous vivons des moments importants de changement : évolution des environnements de travail, gestion de crise sanitaire...Tout ceci touche également l'organisation des centres de contacts où les téléconseillers et les agents travaillent depuis leurs domiciles. Lors de ce webinaire, nous vous proposons de comprendre quels sont les moyens et les solutions possibles pour apporter de la flexibilité et de l'agilité à votre organisation actuelle : Du poste de travail temporaire jusqu'au home office : les règles pour s'organiser et optimiser la planification des ressources Créer un esprit d'équipe même à distance : recouvrir à la gamification pour motiver et animer les agents de manière ludique Ouvrir le poste de travail à de nouveaux canaux digitaux : quels sont les pré-requis et les impacts à anticiper ? Vous découvrirez notre nouvelle solution de gamification nGUVU dédiée aux équipes de centres de contact pour : Suivre et mesurer l’engagement des employés Définir des objectifs individuels Améliorer les performances via une interface de jeu Développer la responsabilisation [mktoform cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001krMqQAI"] Les intervenants Mickaël Lefebvre EMEA Account Director Cloud Channel Genesys Aurélien Lagier Senior Solution consultant Genesys Pascal Leclerc Directeur Solution Genesys SPECIAL Optimisation & Rationnalisation des centres de contacts Apporter de l'agilité au sein de la relation client : Quels sont les bons leviers ? [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Dans le contexte actuel, perturbé par une situation sanitaire inédite qui a des répercussions sur l’organisation des entreprises, vous vous posez des questions : Comment ré-orienter mon organisation d’équipe et ma production en cas d’absence de collaborateurs ou de fermeture de sites ? GENESYS propose d’adresser en 30 mn les points essentiels pour apporter de l’agilité et de la flexibilité tant sur les volets organisationnels que technologiques de votre relation client BtoB ou BtoC. Ce webinaire abordera les sujets suivants : Supporter plusieurs modèles organisationnels Virtualiser les centres de contact Faciliter le travail des collaborateurs à domicile : comment s’y prendre ? Gérer et piloter efficacement l’externalisation [mktoform cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001krN0QAI"] Rencontrer les intervenants Gilles Talbot Senior Solution Consultant Genesys Véronique Dupré Directrice marketing Genesys Webinaire : SPECIAL DIGITAL Intégration des réseaux sociaux et du messaging conversationnel dans une relation client [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Les réseaux sociaux et les solutions de Messaging sont devenus des outils de gestion de la relation client à part entière. Toutes les questions, réclamations ou autres types de demandes publiées sur ces canaux se transforment en vraie occasion d’échanges. Grâce une utilisation cohérente et fluide de ses moyens de communication digitaux au sein des Centres de Services, l’expérience client s’enrichie. Découvrez au sein de ce webinaire les meilleures stratégies à adopter et les possibilités de déploiement dans un centre de contacts. Questions traitées : Pourquoi intégrer ces nouveaux canaux de communication ? Lesquels sont les plus efficaces ? Comment trouver la bonne façon de communiquer avec le bon message ? [mktoform cta_header="S'inscrire" cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001kr5aQAA"] Les intervenants Cristina Barlier Senior Solution Consultant Genesys Véronique Dupré Directrice Marketing Genesys Wébinaire : SPECIAL MANAGEMENT [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Considérés comme un levier essentiel pour le développement d’une entreprise, les Centres de Services structurent leurs fonctionnements notamment par l’automatisation des processus et la gestion d’interactions omnicanales. L’usage de nouvelles technologies digitales amène à faire évoluer l’organisation des taches, les compétences des téléconseillers et les méthodes de management d’un centre de contacts. Equipes RH et métiers conjuguent leurs efforts pour traiter ses nouveaux challenges : Comment former les collaborateurs rapidement et de manière continue ? Quelles métriques utiliser pour un système de pilotage efficient de la progression des collaborateurs ? Comment adapter l’organisation et la distribution des flux pour tenir compte de la diversité des profils et des parcours clients ? Au cours de ce wébinaire, nous aborderons les solutions et les pratiques recommandées par GENESYS pour contribuer à un fonctionnement efficace des ressources et des équipes au sein d’un centre de contacts.[mktoform cta_button="S'inscrire" cms_hold="RG" cid_id="7011T000001kp6xQAA"] Les intervenants Boubacar Diallo Senior Solution Consultant Genesys Véronique DUPRE Directrice marketing Genesys Demo Webinar Build a Bot Series: Construisez un bot avec la plateforme Genesys Cloud et Amazon Lex [cutoff co_thick="2px"]Apprenez à créer votre propre bot dans le deuxième volet de la série Genesys Build a bot. La plate-forme GenesysTM Cloud TM a été l'une des premières solutions de centre de contact à fournir une intégration directe d'Amazon Lex, vous offrant un outil puissant et simple pour créer une expérience client qui est la meilleure technologie RVI disponible sur le marché. Tirez parti des services AWS les plus récents et les plus performants avec un leader du centre de contact cloud pour transformer votre expérience client. "Hey, Alexa, inscris-moi à ce webinaire." Prenez place au premier rang pour savoir comment cette intégration du centre de contact améliorera votre infrastructure informatique. Apprenez à appliquer pratiquement Amazon Lex et l'apprentissage automatique pour remplacer votre ancien SVI et surmonter les problèmes courants de SVI. Regardez le webinaire pour en savoir plus sur: Amazon Lex et la plateforme Genesys Cloud Que signifie l'intégration pour l'expérience client? Quels sont les principes fondamentaux d'Amazon Lex? Que signifie la première mise sur le marché pour Genesys? Qu'est-ce que la configuration implique? Applications : Comprendre comment l'appliquer pratiquement à votre infrastructure Obtenez une démo pour la construire vous-même Voir un cas d'utilisation pour un déploiement et des résultats de centre de contact communs [webinarschedule][cutoff co_thick="2px"] Les intervenants Jack Nichols Director, Product Management Genesys Harshal Pimpalkhute Sr. Product Manager Amazon Web Services [mktoform cta_header="REGARDEZ L'ENREGISTREMENT" cta_button="Regarder" cms_hold="RG" landing_id="65283" cid_id="7010B000001SeKA"] Centre de contact : Mixer au mieux l'intelligence artificielle et humaine Pour gérer des situations fortes en émotion [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Comment passer le relai entre l'IA et l'humain pour générer une expérience client différenciée? Nos émotions guident nos actions et nos relations avec les autres. Avec la robotisation des taches, l’humain est apparu au second plan des processus de gestion d’un centre de contact. Aujourd’hui, les directions des services clients souhaitent trouver le bon équilibre entre les actions humaines et celles relevant de la puissance des technologies. Au sein de ce webinaire, nous aborderons comment il est possible d’utiliser à bon escient l’intelligence artificielle au service des agents. Comment identifier simplement un client à toutes les étapes de son parcours ? Comment traiter tout type d’interaction de manière homogène ? Sur quelles données s’appuyer pour faciliter la personnalisation d’un échange? [mktoform cms_hold="RG" cid_id="7011T000001kp6sQAA"] Les intervenants Aurélien Lagier Senior Solution Consultant Genesys Véronique Dupré Directrice Marketing Genesys Innover dans la relation client Les 3 bonnes questions à se poser en 2020 Intelligence artificielle, Cloud, amélioration de la performance[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Cette année encore, les décideurs de la gestion de la relation client vont faire face à des choix de plus en plus complexes pour proposer une expérience personnalisée face à des clients exigeants et multi-connectés. Pour cela, ils devront se poser les bonnes questions. En matière d’innovation tout d’abord : Que peut m’apporter l’Intelligence Artificielle aujourd’hui ? Pourquoi devrais-je envisager une migration de mon centre de contact vers le cloud ? Mais ses innovations ne doivent pas faire oublier le quotidien et le pilotage opérationnel : Comment piloter efficacement la performance de mon centre de contact dans un contexte omnicanal ? Ce webinaire vous apportera un tour d’horizon des nouveautés technologiques pour entreprendre les bons choix, savoir par quoi commencer et avec quels apports concrets. Cette intervention sera illustrée de références d’entreprises qui ont réussi leur projet de transformation en 2019.[mktoform cta_header="S'inscrire" cta_button="S'inscrire maintenant" cms_hold="RG" cid_id="7011T000001kosHQAQ"] Les intervenants Gilles Talbot Senior principal Business Consultant Genesys Véronique Dupré Senior marketing manager Genesys Webinaire La preuve est dans les données : 10 exemples concrets de transformation de l'expérience client Résultats de la Business Value Analysis de Nemertes [cutoff co_thick="2px"][webinarschedule]Nemertes Research a passé six mois à interroger 10 clients Genesys à travers le monde et analyser la masse de données récoltées lors de ces entretiens approfondis. Le point commun de ces entreprises ? Elles ont toutes abandonné leur ancien fournisseur au profit de Genesys ou migré d'une solution Genesys sur site vers Genesys Cloud. Robin Gareiss, Présidente et fondatrice de Nemertes Research, revient pour nous sur les résultats de cette enquête. Elle fera le point sur les solutions Genesys choisies par les clients et les raisons de leur choix, puis examinera les effets de la migration sur l'entreprise. Baisse de 52 % des effectifs nécessaires à la gestion de leur solution Réduction de 31 % des coûts d’exploitation Nous y aborderons également les tendances observées dans les entreprises de divers secteurs, tailles, zones géographiques et modèles de déploiement. Bref, ce webinaire est un passage obligé pour toutes les entreprises cherchant à moderniser leur solution d'expérience client.[mktoform cta_header="S'inscrire" cta_button="Je m'inscris" cms_hold="RG"] Les intervenants Fernando Egea Vice-président, Solutions stratégiques, Genesys Robin Gareiss Présidente et fondatrice Nemertes Automatisation, routage par compétences, pics d'activité, workforce management, gestion du changement vers l'omnicanal SPECIAL MANAGEMENT : Comment optimiser les ressources et l'engagement des agents dans un centre de contact? [cutoff co_thick="2px"][webinarschedulesingle]Les clients réclament de la considération. Ils utilisent des canaux différents de communication (mail, téléphone, messagerie instantée, bot...) pour échanger avec les marques. De leurs côtés, les directeurs de la relation clients et les team leader de centres de contact sont confrontés à une plus forte complexité dans la gestion des leurs activités. Ils désirent trouver le bon équilibre entre "la qualité des réponses à apporter", "la performance" et "la productivité". Grâce à l’intelligence artificielle, il est possible aujourd'hui d'améliorer l'ensemble des activités pluricanales d'une équipe, de prévoir les plans charges et de gérer dynamiquement les compétences. Au sein de ce webinaire, nous vous proposons de traiter les sujets suivants : - Comment planifier ses ressources et séquencer les activités ? - Que faut-il mettre en place pour développer la collaboration entre membres d'équipe? - Comment faciliter le confort de travail des agents lors d'une augmentation du volume des intéractions et des pics d'activités? - Quels sont les indicateurs de performances individuelles et d'équipes les plus fiables ?[webinarschedule][cutoff co_thick="2px"] Les intervenants Boubacar Diallo Sr Solution consultant Genesys Véronique Dupré Directrice marketing France Genesys [mktoform cta_header="S'inscrire au webinaire" cta_button="Enregistrer" cms_hold="RG" cid_id="7010d000001GbiD"] Intelligence artificielle, analyses prédictives, personnas... Comment prévoir le comportement d’un client et savoir quand il va acheter ? [cutoff co_thick="2px"][webinarschedulesingle]Découvrez lors de ce webinaire comment Genesys utilise le pouvoir de l’intelligence artificielle (IA) pour comprendre à quoi ressemblent les parcours d'achat de vos clients (buyers journey) sur votre site internet. Vous apprendrez comment les solutions Genesys contribuent à la qualité informationnelle de vos leads, à leur transformation et à l’augmentation des ventes en ligne en optimisant vos charges commerciales. Au sein de cette session, nous présenterons des aspects méthodologiques ainsi qu'une démonstration du logiciel Altocloud de Genesys : Analyse en temps réel le parcours d’achat de vos clients Mise en place d'interactions au bon moment pour transformer vos leads en chiffre d’affaires Valorisation des informations clés pour améliorer la satisfaction client, les résultats des campagnes marketing et des actions commerciales Quelques mots sur AltoCloud : Cette solution cloud vous donne le pouvoir d'effectuer des analyses sur les parcours d'achats de vos clients ; ses résultats étant calculés et auto-alimentés grâce à l’IA. Elle propose et automatise en temps réel les meilleures actions de communication à prévoir : call-back, chat, messages automatisés sur des propositions d’offres ou des promotions…. Elle calcule la prédictibilité d’un engagement réussit.[webinarschedule][cutoff co_thick="2px"] Les intervenants Boubacar Diallo Senior Solutions Consultant France Genesys Véronique Dupré Directrice marketing France Genesys [mktoform cta_header="S'inscrire au webinaire" cta_button="Enregistrer" cms_hold="RG" cid_id="7010d000001GbiI"] IA, analytics de navigation, agents conversationnels, NLP, applications cloud SPECIAL INNOVATION Comment exploiter l'IA pour la performance de la relation clients? [cutoff co_thick="2px"][webinarschedulesingle]L’intelligence artificielle (IA) dépasse toutes les frontières de l'innovation et transforme nos modes de relation et l'expérience clients : calculs prédictifs, reconnaissance biométrique, assistant intelligent, machine learning, chatbot, FAQ dynamique...Elle permet non seulement de comprendre les réactions des consommateurs, leurs parcours d’achat et d'anticiper leurs attentes, mais aussi d'automatiser certaines taches pour laisser plus de temps aux échanges qui nécessitent de l'attention. Dans le cadre de ce webinaire, nous vous proposons un tour d'horizon complet de l'utilisation de l'IA au sein des centres de contacts : - Comment l'intelligence artificielle contribue à l'amélioration de la recherche en ligne (analytics de navigation)? - Comment les bots fonctionnent-ils avec l'IA ? - Comment implémenter le NLP dans son centre de contact ? - Comment utiliser l'IA dans les enquètes de satisfaction ? - Comment suivre et monitorer l'apport de l'IA ?[webinarschedule][cutoff co_thick="2px"] Les intervenants Juan Munoz Solution Manager – Centres de contacts et relation client NXO Laurent Deville Solutions Consulting Manager Genesys [mktoform cta_header="S'inscrire au webinaire" cta_button="Enregistrer" cms_hold="RG" cid_id="7010d000001GbiN"]A propos de NXO : Partenaire intégrateur certiffié dans les technologies GENESYS sur les plateformes Genesys Engage et Genesys Cloud. Leader indépendant de l’intégration et de la gestion des flux digitaux pour les entreprises et les administrations, NXO conçoit, déploie et exploite des solutions de Communication & Collaboration, Infrastructures digitales et Sécurité. Avec un chiffre d’affaires de 240 m€ et 40 implantations en métropole et dans les DOM-TOM, NXO compte aujourd’hui 1 250 collaborateurs dont l’expertise reconnue permet d’attirer les meilleurs talents. Agent mobile, dynamisation des ventes, harmonisation des process, consolidation Comment intégrer un réseau d'agences à son centre de contacts? [cutoff co_thick="2px"][webinarschedulesingle]Pendant longtemps la gestion d'un centre de contact était isolée du reste de l'organisation d'une entreprise. Technologiquement spécifique, avec des KPI et un suivi des collaborateurs propre à son activité de traitement des demandes entrantes ou sortantes, il vivait en autarcie. Aujourd'hui, les centres de contacts s'ouvrent à des réseaux d'agences ou de magasins, permettant à tout employé d'une entreprise de contribuer aussi à la satisfaction client. ...Mais comment procéder alors à l'harmonisation des fonctionnements et des outils ? Le wébinaire que nous vous proposons répondra aux questions suivantes : - Est-il possible de rationnaliser la distribution des routages et des flux d'appels ? - Quels canaux d'intération faut-il priviligier pour les agences? - Quelles modalités de déploiement faut-il entreprendre? - Comment consolider les résultats entre la production du centre de contact et les traitements du réseau d'agences ?[webinarschedule][cutoff co_thick="2px"] Les intervenants Cristina Barlier Senior Solutions Consultant France Genesys Véronique Dupré Directrice marketing France Genesys [mktoform cta_header="S'inscrire au webinaire" cta_button="Enregistrer" cms_hold="RG" cid_id="7010d000001GbiS"] Infomart, intégration CRM & contact center, automatisation des données, machine learning, IA... CENTRE DE CONTACT & DATA : Comment améliorer la contextualisation des échanges et la connaissance client? [cutoff co_thick="2px"][webinarschedulesingle]Adopter une stratégie relationnelle basée sur une vision à 360° d'un client est essentielle pour apporter un service adapté aux parcours de chacun. En effet, la bonne connaissance de vos clients et de vos prospects vous permettra de construire une relation durable avec eux. Vous gagnerez en efficacité et vos téléconseillers disposeront d'un confort de travail amélioré. Au sein de cette session de webinaire spécial Centre de contacts & CRM, nous traiterons des questions suivantes : - Quels sont les critères à connaître pour construire puis segmenter sa base de connaissance clients ? - Quels points de contacts, quels types de données et quels dispositifs mettre en place ? - Quels KPI privilégiés en fonction de vos objectifs business ? - Quelles sont les pré-requis à mettre en oeuvre pour créer une expérience client personnalisée? Nos propos seront illustrés de cas d'étude.[webinarschedule][cutoff co_thick="2px"] Les intervenants Boubacar Diallo Solutions Consultant France Genesys Véronique Dupré Directrice marketing France Genesys [mktoform cta_header="S'inscrire au webinaire" cta_button="Enregistrer" cms_hold="RG" cid_id="7010d000001Gbi8"] Bots, Intelligence artificielle : Solutions innovantes pour la relation client [cutoff co_thick="2px"][webinarschedulesingle]Dans un contexte où les usages se sont fortement digitalisés et les moyens d'intéraction avec ses clients se sont multipliés, les technologies de type assistants conversationnels (Chatbots, Voicebots), alimentées par l'intelligence artificielle, jouent un rôle essentiel dans l'efficacité d'un dispositif de gestion de la relation client. Ses solutions contribuent largement à créer des relations de proximité en appliquant des méthodes personnalisées de réponses, de suivi et contribuent à l'anticipation des demandes. Découvrez lors de ce webinaire comment Genesys utilise le pouvoir de l’intelligence artificielle (IA) et des bots pour offrir une expérience qualitative omnicanale, à toutes les étapes d'un parcours clients. Au sein de cette session, nous traiterons des questions suivantes : Quels sont les avantages de l'intelligence artificielle et des bots pour améliorer le traitement des interactions au sein de votre centre de contacts? Quels choix technologiques retenir pour le déploiement d’un assistant automatisé ? Quelles sont les prérequis à mettre en oeuvre pour créer une expérience client fluide et homogène ? Les intervenants Mickaël Lefebvre Channel Sales EMEA Director on Genesys Cloud Genesys Gilles Talbot Senior Solutions Consultant EMEA Genesys [mktoform cta_header="S'inscrire au webinaire" cta_button="Enregistrer" cms_hold="RG" cid_id="7010d000001GYUM" landing_id="69049"] Intelligence artificielle, analyses prédictives : Comment prévoir le comportement d’un client et savoir quand il va acheter ? [cutoff co_thick="2px"][webinarschedulesingle]Date du webinaire : Le jeudi 14 février 2019 à 11h00 Découvrez lors de ce webinaire comment Genesys utilise le pouvoir de l’intelligence artificielle (IA) pour comprendre à quoi ressemblent les parcours d'achat de vos clients (buyers journey). Vous apprendrez comment les solutions Genesys contribuent à la qualité informationnelle de vos leads, à leur transformation et à l’augmentation des ventes en optimisant vos charges commerciales. Au sein de cette session, nous présenterons des aspects méthodologiques ainsi qu'une démonstration du logiciel Altocloud de Genesys : Analyse en temps réel le parcours d’achat de vos clients Mise en place d'interactions au bon moment pour transformer vos leads en chiffre d’affaires Valorisation des informations clés pour améliorer la satisfaction client, les résultats des campagnes marketing et des actions commerciales Quelques mots sur AltoCloud : Cette solution vous donne le pouvoir d'effectuer des analyses sur les parcours d'achats de vos clients ; ses résultats étant calculés et auto-alimentés grâce à l’IA. Elle propose et automatise en temps réel les meilleures actions de communication à prévoir : call-back, chat, messages automatisés sur des propositions d’offres ou des promotions…. Elle calcule la prédictibilité d’un engagement réussit. Renseignez-vous sur les fonctionnalités Altocloud auprès de nos experts et découvrez sa facilité de prise en main via un essai gratuit de 30 jours.[webinarschedule][cutoff co_thick="2px"] Les intervenants Boubacar Diallo Senior Solutions Consultant France Genesys Véronique Dupré Directrice marketing France Genesys [mktoform cta_header="S'inscrire au webinaire" cta_button="Enregistrer" cms_hold="RG" cid_id="7010d000000mf0O" landing_id="68023"] Genesys Webinar [this_page_title] [cutoff co_thick="2px"]Le recours à une solution de WorkForce Management performante est plus que jamais vu comme un enjeu stratégique : prise en compte des différentes activités des collaborateurs et de la saisonnalité, prise en compte des contraintes RH et de formations, gestion des préférences des collaborateurs, ouverture vers les applications métier via les APIs, … sont un gage de flexibilité accrue. Suivez notre Webi-G afin d’échanger sur les capacités de la solution Genesys WFM. Durant ce webinar, vous pourrez également nous poser toutes vos questions et nous faire part de vos réflexions autour de votre projet WFM.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Boubacar Diallo Solution Consultant, GENESYS [mktoform cms_hold="RG" cta_header="Inscrivez-vous" cta_button="Inscrivez-vous" landing_id="59877" cid_id="7010B000001gPHh"] Genesys Webinar [this_page_title] Comment améliorer l’Expérience Client en réduisant la Fraude Téléphonique ? [cutoff co_thick="2px"]Genesys vous invite à traiter de ce sujet lors d’un webinar qui se tiendra en live le 19 octobre prochain en collaboration avec notre partenaire Pindrop, qui a développé des technologies exclusives qui analysent chaque aspect d’un appel, y compris l’audio, la voix et les métadonnées afin d’aider les centres d’appels à distinguer les clients légitimes des fraudeurs. Au programme de ce webinar : Quels sont les impacts de la fraude téléphonique, comment déceler l’ingéniosité des fraudeurs et quelles sont les solutions Pindrop pour y faire face. A l’issue de la session, Genesys et Pindrop seront heureux de répondre à vos questions lors d’une session de W&A en chat live. Rejoignez-nous lors de ce webinar exceptionnel qui aura lieu le jeudi 19 octobre à 11h00 heure de Paris.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Marko POPOVIC Responsable Avant-Vente France, GENESYS Rémy MARCERON Responsable Avant-Vente Europe Du Sud PINDROP [mktoform cms_hold="RG" cta_header="Inscrivez-vous" cta_button="Inscrivez-vous!" landing_id="60288" cid_id="7010B000001YMk0"] Genesys Webinar [this_page_title] [cutoff co_thick="2px"]En 2018 les enjeux et les outils de l’engagement client continueront d’évoluer rapidement. Bots, messageries instantanées, réalité augmentée, et machine learning sont aux portes du centre de contact. Dans ce contexte où de nouvelles technologies et de nouvelles tendances font leur apparition quasi quotidiennement, il est essentiel de distinguer ce qui est réellement important pour l’engagement client et l’engagement collaborateur, en allant au-delà du simple effet de mode. Rejoignez-nous pour ce Webi-G du 15 février 2018 à 14H. Gilles Talbot, Senior Principal Business Consultant Genesys, partagera entre autres, des études d’analystes, des retours d’expérience de nos clients et nos prédictions sur les technologies qui feront l’engagement client et l’engagement collaborateur de demain.[webinarschedule][cutoff co_thick="2px"] Meet the Speakers Gilles Talbot Sr. Principal Business Consultant, Genesys [mktoform cms_hold="RG" cta_header="Inscrivez-vous" cta_button="Inscrivez-vous!" landing_id="62295" cid_id="7010B000001SOyJ"]
h1|Wébinaires Genesys
h2|Wébinaires à venir Replay des Wébinaires
h3|Plan expérience client
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer AGORA-live CX INSIDE Webinaire « Guide d’achat d’un centre de contact 2021 » Webinaire « Guide d’achat d’un centre de contact 2021 » Space CX : pour des collaborateurs sans frontières Contact Center as a Service : le cloud comme accélérateur de l’expérience client et collaborateur Comment améliorer la productivité et le ROI des services clients ? Hyper-personnalisation des conversations : comment recréer du lien avec les clients ? Pourquoi les entreprises qui adoptent le CCaaS gagnent la bataille de la CX ! Les 3 piliers du cloud : applications, données, infrastructure Transformation des environnements de travail et des parcours agents : impacts du télétravail, home office et de la mobilité IA, Bots et Self-services : Comment faire les bons choix en reprise d’activités ? Journées digitales de l’expérience client Relation client : Comment rendre un bot intelligent ? Home office, télétravail, mobilité des agents : comment gérer les impacts de production dans les centres de contacts ? Comment traiter un surcroît d’activités avec les outils de self-service ? Mobilité et télétravail dans les centres de contacts : Comment s’organiser ? Apporter de l’agilité au sein de la relation client : Quels sont les bons leviers ? 9 avril : Intégration des réseaux sociaux et du messaging conversationnel dans une relation client Comment adapter son organisation à la transformation de l’expérience client ? Build a Bot Series: Construisez un bot avec la plateforme Genesys Cloud et Amazon Lex 27 février 2020 Webinaire relation client : comment mixer intelligence artificielle & humaine ? Innover dans la relation client : Les 3 bonnes questions à se poser en 2020 La preuve est dans les données : 10 exemples concrets de transformation de l’expérience client WebiG 3/10 : Spécial Management – Comment optimiser les ressources et l’engagement des agents dans un centre de contact? WebiG 26/11 : Spécial Centre de contacts & ecommerce – Comment prévoir le comportement d’un client et savoir quand il va acheter ? WebiG 24/10 : Comment exploiter l’IA pour la performance de la relation clients? WebiG 10/12 : Comment intégrer un réseau d’agences à son centre de contacts? WebiG 17/09 : Comment améliorer la contextualisation des échanges et la connaissance client? Bienvenue sur la page webinaire Genesys : Bots et intelligence artificielle Bienvenue sur la page webinaire Genesys : Solution Altocloud Webi-G WFM Webi-G 19/10. : Comment améliorer la CX en réduisant la Fraude Téléphonique avec Pindrop. Les Grandes Tendances de l’Expérience Client en 2018 et au-delà Assistance en direct Assistance en direct
h5|Que peut-on faire pour vous aider aujourd'hui?
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 28/01/21 04/02/21 On-demand Webinar +33 (0)1 41 10 17 17 | | |
pa|Richiedi Una Demo Fai Una Prova Gratuita Contattaci Richiedi un preventivo Partner Webinar Partner Webinar Analyst Webinar Genesys Webinar Demo Webinar Genesys Webinar Partner Webinar Partner Webinar Analyst Webinar Genesys Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Partner Webinar Partner Webinar Genesys Webinar Analyst Webinar Analyst Webinar Analyst Webinar Demo Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar Demo Webinar AppFoundry Webinar Webinar Bytes Webinar Bytes AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar Demo Webinar Demo Webinar Genesys Webinar Analyst Webinar Analyst Webinar Demo Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar AppFoundry Webinar Webinar Bytes AppFoundry Webinar Webinar Bytes AppFoundry Webinar Webinar Bytes Webinar Bytes Demo Webinar Demo Webinar Analyst Webinar Webinar Bytes AppFoundry Webinar AppFoundry Webinar AppFoundry Webinar Webinar Bytes Webinar Bytes Demo Webinar Genesys Webinar Analyst Webinar AppFoundry Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar Genesys Webinar Genesys Webinar AppFoundry Webinar AppFoundry Webinar Demo Webinar Webinar Bytes Genesys Webinar Genesys Webinar Webinar Bytes Genesys Webinar AppFoundry Webinar Analyst Webinar Genesys Webinar Genesys Webinar Demo Webinar Customer Webinar Genesys Webinar Genesys Webinar Genesys Webinar Demo Webinar Analyst Webinar Genesys Webinar Genesys Webinar Webinar Bytes AppFoundry Webinar Genesys Webinar Genesys Webinar Genesys Webinar Best Practice Webinar AppFoundry Webinar AppFoundry Webinar Genesys Webinar Demo Webinar AppFoundry Webinar Best Practice Webinar Analyst Webinar Customer Webinar Genesys Webinar Genesys Webinar Webinar Bytes AppFoundry Webinar Demo Webinar Customer Webinar Webinar Bytes AppFoundry Webinar Partner Webinar Analyst Webinar Customer Webinar Demo Webinar Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
di|L’evoluzione di Centro Medico Santagostino grazie a Genesys Cloud. [cutoff co_thick="2px"]Genesys e Bizmatica vi raccontano un altro caso di successo di una realtà italiana del settore sanitario che ha scelto servizi in Cloud per: gestire un numero di contatti crescente nel tempo aumentare il numero di servizi offerti ai pazienti contrarre l’incidenza dei costi sul budget Se anche questi sono obiettivi comuni alla tua azienda, non perderti il video che racconta in breve la storia di Centro Medico Santagostino![genesysbutton gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DWwX8O5pxRIA|title:Accedi%20al%20video"]Se desideri avere maggiori informazioni, compila il form e scarica il webinar on demand che racconta nel dettaglio l’intero progetto.[webinarschedule][mktoform cta_header="Guarda ora!" cta_button="Guarda ora!" form_p_target="custom" url_target="yes" cid_id="7011T000001ky9U" url="https://www.youtube.com/watch?v=Gn1jZcRPKdY&feature=youtu.be"] I nostri relatori: Lucia Maria Affatato Service Centre Manager Centro Medico Sant’Agostino Fulvio Moro IT Operations & Contact Channels Manager Centro Medico Sant’Agostino Andrej Carli Executive Sales Bizmatica Pamela Fridegotto Account Executive Genesys BIZMATICA | GENESYS Evento Experience as a Service, la nuova frontiera del Contact Management [cutoff co_thick="2px"]Durante la diretta di giovedì 2 luglio, vi abbiamo raccontato la storia di una realtà italiana che è riuscita a portare avanti un progetto sfidante di Customer Experience, sfruttando i servizi in Cloud in tempi rapidi e rispondendo alle esigenze dei loro clienti.Se ti sei perso il caso di successo di ConTe.it e desideri rivedere anche il dibattito degli esperti di settore, registrati e scarica il video integrale dell’evento. Relatori Francesco Del Gallo -Product Owner Business Unit Intermediari-ConTe.it Valeria Strangis – Business Development Manager Customer Experience-ConTe.it Marco Carraro – Italy Sales Director- Genesys Adriana Delfina – EMEA Business Consulting Director-Genesys Andrej Carli – Sales Executive Bizmatica-Gruppo Econocom Conduce Aida Mazzitelli – Italy Senior Marketing Manager-Genesys[mktoform cta_header="" cta_button="Guarda ora!" form_p_target="custom" url_target="yes" form_type="contact" form_branding="no-branding" cid_id="7011T000001t7gbQAA" url="https://www.youtube.com/watch?v=3H5mlRZGKro&feature=youtu.be"][webinarschedule] Webinar con analista, testimonianza di cliente e demo Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Lunedì 9 novembre 2020: 11am – 12pm (CET) Con la partecipazione di Frost & Sullivan e Aeroporti di Roma. Moderatori: Aida Mazzitelli, Genesys Senior Marketing Manager Mauro De Caro, Genesys Senior Account Executive [cutoff co_thick="2px"]I dati del mercato CcasS europeo sono indiscutibili, segnalando una rapida accelerazione del numero di aziende che scelgono di passare al cloud. Mentre si adattano velocemente a una nuova normalità, queste realtà scoprono che i benefici di un cloud contact center vanno ben oltre l’abilitazione degli agenti al lavoro da casa. Nel corso di questo webinar approfondiremo come un cloud contact center consente alle organizzazioni di: Portare agilità, resistenza e capacità di adattamento nelle rispettive attività legate alla CX grazie a micro servizi e aggiornamenti basati sul cloud Soddisfare le aspettative dei clienti in termini di iper personalizzazione, rapidità, sicurezza dei dati e self-service Mettere gli agenti in condizione di offrire Customer Experience eccezionali tramite engagement, workflow e automazione migliori Questo evento interattivo rappresenterà inoltre un’occasione unica per ascoltare la testimonianza di Aeroporti di Roma che condividerà la propria esperienza e potrai assistere a una rapida demo di Genesys Cloud in azione. Non perdere questa occasione: registrati subito![webinarschedule][mktoform cta_header="Prenota il tuo posto" cta_button="Prenota il tuo posto!" cms_hold="RG" cid_id="7011T000001kx3L"] Incontra i relatori Alexander Michael Direttore senior della consulenza Frost & Sullivan Marco Dottore Head of Project Management Networks & Infrastructures Iuri Botticelli Workforce scheduling Manager Alessandro Nania Head of Commissioning, maintenance Reporting e Compliance Genesys Webinar Channel Surfing: Mastering Digital Channels for your business [cutoff co_thick="2px"][webinarschedule]Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels. If you’re looking to add new digital channels or want to get the most from channels you’ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy. Get practical guidance on how to deliver amazing customer experiences through digital channels. Register today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YYWEQA4"] Meet the Speakers Robin Gareiss CEO & Principal Analyst Metrigy Charlie Godfrey Senior Director Genesys Neil O’Donohue VP, Professional Services Genesys Demo Webinar Your contact center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Your contact center is your brand’s direct line to customers. If your contact center technology gives agents headaches and creates disjointed customer experience, it’s time for a change. Join us for an interactive session to see just how straightforward Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Getting to the cloud quickly — without compromising security and availability Essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! See how Genesys Cloud creates seamless customer experiences, enables agents with the tools they need, and deploys in minutes — not months. Sign up now for this special program and you’ll receive a complimentary margarita kit. Register by April 19th to ensure your kit arrives ahead of the webinar![mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YZ9JQAW"] Meet the Speakers Barbara Gonzalez VP, Global Business Consulting Genesys Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys IL FUTURO DEL CONTACT CENTER COME L’INTELLIGENZA ARTIFICIALE STA CAMBIANDO IL RAPPORTO AZIENDA-CLIENTE [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle] LIVE STREAMING | MERCOLEDÌ 9 DICEMBRE ALLE 15:00 Applicare concretamente l’Intelligenza Artificiale al proprio Contact Center: un potente strumento per integrare personalizzazione, automazione e semplicità all’interazione con il cliente, fornendo esperienze di successo. Incontra i relatori OMAR HAMMOUD Sales Specialist Director, Genesys CRISTIAN SPIGAROL Cloud Partner Engineer Italy, Google [genesysbutton gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys-webinar.wallstreetitalia.tv%2F|title:Registrazione%20al%20webinar"] BIZMATICA | GENESYS Evento Experience as a Service, la nuova frontiera del Contact Management [cutoff co_thick="2px"]Durante la diretta di giovedì 2 luglio, vi abbiamo raccontato la storia di una realtà italiana che è riuscita a portare avanti un progetto sfidante di Customer Experience, sfruttando i servizi in Cloud in tempi rapidi e rispondendo alle esigenze dei loro clienti.Se ti sei perso il caso di successo di ConTe.it e desideri rivedere anche il dibattito degli esperti di settore, registrati e scarica il video integrale dell’evento. Relatori Francesco Del Gallo -Product Owner Business Unit Intermediari-ConTe.it Valeria Strangis – Business Development Manager Customer Experience-ConTe.it Marco Carraro – Italy Sales Director- Genesys Adriana Delfina – EMEA Business Consulting Director-Genesys Andrej Carli – Sales Executive Bizmatica-Gruppo Econocom Conduce Aida Mazzitelli – Italy Senior Marketing Manager-Genesys[mktoform cta_header="" cta_button="Guarda ora!" form_p_target="custom" url_target="yes" form_type="contact" form_branding="no-branding" cid_id="7011T000001t7gbQAA" url="https://www.youtube.com/watch?v=3H5mlRZGKro&feature=youtu.be"][webinarschedule] L’evoluzione di Centro Medico Santagostino grazie a Genesys Cloud. [cutoff co_thick="2px"]Genesys e Bizmatica vi raccontano un altro caso di successo di una realtà italiana del settore sanitario che ha scelto servizi in Cloud per: gestire un numero di contatti crescente nel tempo aumentare il numero di servizi offerti ai pazienti contrarre l’incidenza dei costi sul budget Se anche questi sono obiettivi comuni alla tua azienda, non perderti il video che racconta in breve la storia di Centro Medico Santagostino![genesysbutton gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DWwX8O5pxRIA|title:Accedi%20al%20video"]Se desideri avere maggiori informazioni, compila il form e scarica il webinar on demand che racconta nel dettaglio l’intero progetto.[webinarschedule][mktoform cta_header="Guarda ora!" cta_button="Guarda ora!" form_p_target="custom" url_target="yes" cid_id="7011T000001ky9U" url="https://www.youtube.com/watch?v=Gn1jZcRPKdY&feature=youtu.be"] I nostri relatori: Lucia Maria Affatato Service Centre Manager Centro Medico Sant’Agostino Fulvio Moro IT Operations & Contact Channels Manager Centro Medico Sant’Agostino Andrej Carli Executive Sales Bizmatica Pamela Fridegotto Account Executive Genesys Webinar con analista, testimonianza di cliente e demo Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Lunedì 9 novembre 2020: 11am – 12pm (CET) Con la partecipazione di Frost & Sullivan e Aeroporti di Roma. Moderatori: Aida Mazzitelli, Genesys Senior Marketing Manager Mauro De Caro, Genesys Senior Account Executive [cutoff co_thick="2px"]I dati del mercato CcasS europeo sono indiscutibili, segnalando una rapida accelerazione del numero di aziende che scelgono di passare al cloud. Mentre si adattano velocemente a una nuova normalità, queste realtà scoprono che i benefici di un cloud contact center vanno ben oltre l’abilitazione degli agenti al lavoro da casa. Nel corso di questo webinar approfondiremo come un cloud contact center consente alle organizzazioni di: Portare agilità, resistenza e capacità di adattamento nelle rispettive attività legate alla CX grazie a micro servizi e aggiornamenti basati sul cloud Soddisfare le aspettative dei clienti in termini di iper personalizzazione, rapidità, sicurezza dei dati e self-service Mettere gli agenti in condizione di offrire Customer Experience eccezionali tramite engagement, workflow e automazione migliori Questo evento interattivo rappresenterà inoltre un’occasione unica per ascoltare la testimonianza di Aeroporti di Roma che condividerà la propria esperienza e potrai assistere a una rapida demo di Genesys Cloud in azione. Non perdere questa occasione: registrati subito![webinarschedule][mktoform cta_header="Prenota il tuo posto" cta_button="Prenota il tuo posto!" cms_hold="RG" cid_id="7011T000001kx3L"] Incontra i relatori Alexander Michael Direttore senior della consulenza Frost & Sullivan Marco Dottore Head of Project Management Networks & Infrastructures Iuri Botticelli Workforce scheduling Manager Alessandro Nania Head of Commissioning, maintenance Reporting e Compliance Live Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra AppFoundry On-demand Webinar Get More from Your Contact Center Analytics for Less [cutoff co_thick="2px"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don’t want to spend a lot on analytics software. In this webinar, we’ll look at common obstacles contact centers face today. And we’ll show you how the LITE Analytics™ solution for the Genesys Cloud™ platform can give you the insights you need for free.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYcWQAW"] Meet the Speaker Peter Hornberger VP of Sales Brightmetrics Monthly Demo See Genesys Cloud in action: The 20-minute chatbot build [cutoff co_thick="2px"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes. In this demo we will walk you through: Building a chatbot with Genesys Dialog Engine Review the operation of a more advanced bot Building once and deploying the bot over many channels [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YYOUQA4"] Meet the Speaker JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry On-demand Webinar Overcoming Remote Agent Challenges With Active Voice Biometrics [cutoff co_thick="2px"] Contact centers need to manage increased call volumes with remote workforces. With voice biometrics, agents can answer customer queries quickly. And customers get assurance that interactions over remote channels are secure. This webinar details how LumenVox Active Voice Authentication on the Genesys Cloud™ platform offers the differentiation you need to stand out in a competitive market.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYGLQA4"] Meet the Speaker Matt Whipple Senior Vice President, Voice Biometrics LumenVox Clear BIZMATICA | GENESYS Evento Experience as a Service, la nuova frontiera del Contact Management [cutoff co_thick="2px"]Durante la diretta di giovedì 2 luglio, vi abbiamo raccontato la storia di una realtà italiana che è riuscita a portare avanti un progetto sfidante di Customer Experience, sfruttando i servizi in Cloud in tempi rapidi e rispondendo alle esigenze dei loro clienti.Se ti sei perso il caso di successo di ConTe.it e desideri rivedere anche il dibattito degli esperti di settore, registrati e scarica il video integrale dell’evento. Relatori Francesco Del Gallo -Product Owner Business Unit Intermediari-ConTe.it Valeria Strangis – Business Development Manager Customer Experience-ConTe.it Marco Carraro – Italy Sales Director- Genesys Adriana Delfina – EMEA Business Consulting Director-Genesys Andrej Carli – Sales Executive Bizmatica-Gruppo Econocom Conduce Aida Mazzitelli – Italy Senior Marketing Manager-Genesys[mktoform cta_header="" cta_button="Guarda ora!" form_p_target="custom" url_target="yes" form_type="contact" form_branding="no-branding" cid_id="7011T000001t7gbQAA" url="https://www.youtube.com/watch?v=3H5mlRZGKro&feature=youtu.be"][webinarschedule] L’evoluzione di Centro Medico Santagostino grazie a Genesys Cloud. [cutoff co_thick="2px"]Genesys e Bizmatica vi raccontano un altro caso di successo di una realtà italiana del settore sanitario che ha scelto servizi in Cloud per: gestire un numero di contatti crescente nel tempo aumentare il numero di servizi offerti ai pazienti contrarre l’incidenza dei costi sul budget Se anche questi sono obiettivi comuni alla tua azienda, non perderti il video che racconta in breve la storia di Centro Medico Santagostino![genesysbutton gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3DWwX8O5pxRIA|title:Accedi%20al%20video"]Se desideri avere maggiori informazioni, compila il form e scarica il webinar on demand che racconta nel dettaglio l’intero progetto.[webinarschedule][mktoform cta_header="Guarda ora!" cta_button="Guarda ora!" form_p_target="custom" url_target="yes" cid_id="7011T000001ky9U" url="https://www.youtube.com/watch?v=Gn1jZcRPKdY&feature=youtu.be"] I nostri relatori: Lucia Maria Affatato Service Centre Manager Centro Medico Sant’Agostino Fulvio Moro IT Operations & Contact Channels Manager Centro Medico Sant’Agostino Andrej Carli Executive Sales Bizmatica Pamela Fridegotto Account Executive Genesys IL FUTURO DEL CONTACT CENTER COME L’INTELLIGENZA ARTIFICIALE STA CAMBIANDO IL RAPPORTO AZIENDA-CLIENTE [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle] LIVE STREAMING | MERCOLEDÌ 9 DICEMBRE ALLE 15:00 Applicare concretamente l’Intelligenza Artificiale al proprio Contact Center: un potente strumento per integrare personalizzazione, automazione e semplicità all’interazione con il cliente, fornendo esperienze di successo. Incontra i relatori OMAR HAMMOUD Sales Specialist Director, Genesys CRISTIAN SPIGAROL Cloud Partner Engineer Italy, Google [genesysbutton gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys-webinar.wallstreetitalia.tv%2F|title:Registrazione%20al%20webinar"] Webinar con analista, testimonianza di cliente e demo Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Webinar su richiesta Con la partecipazione di Frost & Sullivan e Aeroporti di Roma. Moderatori: Aida Mazzitelli, Genesys Senior Marketing Manager Mauro De Caro, Genesys Senior Account Executive [cutoff co_thick="2px"]I dati del mercato CcasS europeo sono indiscutibili, segnalando una rapida accelerazione del numero di aziende che scelgono di passare al cloud. Mentre si adattano velocemente a una nuova normalità, queste realtà scoprono che i benefici di un cloud contact center vanno ben oltre l’abilitazione degli agenti al lavoro da casa. Nel corso di questo webinar approfondiremo come un cloud contact center consente alle organizzazioni di: Portare agilità, resistenza e capacità di adattamento nelle rispettive attività legate alla CX grazie a micro servizi e aggiornamenti basati sul cloud Soddisfare le aspettative dei clienti in termini di iper personalizzazione, rapidità, sicurezza dei dati e self-service Mettere gli agenti in condizione di offrire Customer Experience eccezionali tramite engagement, workflow e automazione migliori Questo evento interattivo rappresenterà inoltre un’occasione unica per ascoltare la testimonianza di Aeroporti di Roma che condividerà la propria esperienza e potrai assistere a una rapida demo di Genesys Cloud in azione. Non perdere questa occasione: registrati subito![webinarschedule][mktoform cta_header="Guarda il webinar" cta_button="Guarda ora!" cms_hold="RG" cid_id="7011T000001kx3L"] Incontra i relatori Alexander Michael Direttore senior della consulenza Frost & Sullivan Marco Dottore Head of Project Management Networks & Infrastructures Iuri Botticelli Workforce scheduling Manager Alessandro Nania Head of Commissioning, maintenance Reporting e Compliance Webinar con analista, testimonianza di cliente e demo Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Lunedì 9 novembre 2020: 11am – 12pm (CET) Con la partecipazione di Frost & Sullivan e Aeroporti di Roma. Moderatori: Aida Mazzitelli, Genesys Senior Marketing Manager Mauro De Caro, Genesys Senior Account Executive [cutoff co_thick="2px"]I dati del mercato CcasS europeo sono indiscutibili, segnalando una rapida accelerazione del numero di aziende che scelgono di passare al cloud. Mentre si adattano velocemente a una nuova normalità, queste realtà scoprono che i benefici di un cloud contact center vanno ben oltre l’abilitazione degli agenti al lavoro da casa. Nel corso di questo webinar approfondiremo come un cloud contact center consente alle organizzazioni di: Portare agilità, resistenza e capacità di adattamento nelle rispettive attività legate alla CX grazie a micro servizi e aggiornamenti basati sul cloud Soddisfare le aspettative dei clienti in termini di iper personalizzazione, rapidità, sicurezza dei dati e self-service Mettere gli agenti in condizione di offrire Customer Experience eccezionali tramite engagement, workflow e automazione migliori Questo evento interattivo rappresenterà inoltre un’occasione unica per ascoltare la testimonianza di Aeroporti di Roma che condividerà la propria esperienza e potrai assistere a una rapida demo di Genesys Cloud in azione. Non perdere questa occasione: registrati subito![webinarschedule][mktoform cta_header="Prenota il tuo posto" cta_button="Prenota il tuo posto!" cms_hold="RG" cid_id="7011T000001kx3L"] Incontra i relatori Alexander Michael Direttore senior della consulenza Frost & Sullivan Marco Dottore Head of Project Management Networks & Infrastructures Iuri Botticelli Workforce scheduling Manager Alessandro Nania Head of Commissioning, maintenance Reporting e Compliance Analyst Webinar Liberare la potenza trasformativa dell’AI per i contact center Offri un supporto clienti 24/7 con i bot per una CX continuativa [cutoff co_thick="2px"][webinarschedule]In questo periodo di incertezza l’offerta di un supporto clienti 24/7 è più importante che mai. Fortunatamente, l’intelligenza artificiale (AI) abilita la trasformazione dei contact center e il miglioramento della Customer Experience senza compromettere l'efficienza operativa. Questa tecnologia consente, di fatto, alle più importanti aziende di soddisfare i clienti e aumentare il loro lifetime value. Nel contempo una ricerca IDC del 2020 mostra che oggi meno del 10% delle interazioni con i clienti si svolgono con agenti virtuali. Inoltre appena un terzo delle organizzazioni intervistate sono apparse pronte ad abilitare al lavoro in remoto le risorse di contact center quando è diventato obbligatorio restare a casa per via del COVID-19. Unisciti ai relatori IDC, Google Cloud e Genesys e ascoltali mentre si confrontano su come con i chatbot e voicebot basati su AI è possibile ottenere una CX sostenibile. Inoltre scoprirai: Le tre azioni principali da compiere per migliorare la Customer Experience I driver di business principali e i benefici calcolati dell’uso della AI per il customer service Come la AI applicata ai contact center è in grado di migliorare la soddisfazione dei clienti, mettere più strumenti a disposizione degli agenti umani e produrre informazioni più approfondite. [mktoform cta_header="REGISTRATI SUBITO" cta_button="Registrati subito" cms_hold="RG" cid_id="7011T000001t8gXQAQ"] Conosci i Relatori Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Product Marketing Genesys Demo Webinar Aumenta il tasso di conversione web grazie all'intelligenza artificiale e al machine learning [cutoff co_thick="2px"] I team commerciali e marketing investono parecchio tempo, energie e risorse economiche per riuscire a convertire i lead sul tuo sito web. Tutti i settori verticali – retail, banche, viaggi, assicurazioni, sanità – così come le aziende di ogni dimensione possono affidarsi all’intelligenza artificiale e al machine learning per aumentare il tasso di conversione, incrementare il fatturato e migliorare la produttività commerciale. Guardando questo webinar imparerai: Come il machine learning traccia tutti i comportamenti dei clienti sul tuo sito Web e ti notifica quando i clienti vengono persi, sono a un passo dall’abbandono del carrello, o stanno lasciando il tuo sito senza aver ottenuto il risultato desiderato. Come fornire un engagement personalizzato su tutti i canali—chat, offerte di sconto pop-up, offerte di contenuti, email, mobile—per coinvolgere i clienti sui loro canali preferiti in tempo reale. Come sfruttare i bot per avviare le conversazioni e sapere quando instradare le conversazioni a un commerciale dal vivo in tempo reale—al momento giusto—per fornire una navigazione assistita, aiutare il cliente a trovare quanto desidera, o rispondere alle sue domande. [webinarschedule][cutoff co_thick="2px"] Conosci i Relatori Pratiek Pathak Lead Demo Consultant Genesys Richard McCrossan Digital Sales Lead Genesys [mktoform cta_header="GUARDA LA REGISTRAZIONE ON-DEMAND!" cta_button="Guarda Subito!" cms_hold="RG" landing_id="68020" cid_id="7010d000001GauhAAC"] Third Party Webinar Trasforma i Visitatori Web In Clienti Usando l’Intelligenza Artificiale e il Machine Learning Nel 2019 [cutoff co_thick="2px"]La Customer Experience richiede uno sforzo congiunto da parte di chi si occupa di vendite, marketing e servizi. Ma la collaborazione non si ferma qui. I reparti marketing stanno distruggendo i silos e usando l’intelligenza artificiale e il machine learning per migliorare la CX e aumentare le conversioni sul web. Scegliendo la potenza dell’intelligenza artificiale e del machine learning, usando informazioni e viste in tempo reale, e coinvolgendo proattivamente le persone al momento giusto attraverso il canale migliore – chat, offerte di contenuto, email, mobile e altro ancora – puoi vendere di più sul tuo sito web. In questo webinar on-demand dedicato ai professionisti commerciali e marketing, scoprirai come: Creare connessioni tra vendite, marketing e servizi per ottenere una Customer Experience migliore. Ora puoi capire quando i clienti non stanno seguendo il percorso giusto o quando si sono persi sul tuo sito web. Puoi interagire con loro in tempo reale e addirittura intercettare i carrelli che stanno per essere abbandonati. [cutoff co_thick="2px"] Conosci i Relatori Keith Pearce SVP, Corporate Marketing Genesys Brendan Dykes Director of Strategic Marketing Genesys [mktoform cta_header="GUARDA LA REGISTRAZIONE ON-DEMAND!" cta_button="Guarda Subito!" cms_hold="RG" ar_status="dynamic" cid_id="7010d000001GagGAAS"] Analyst Webinar [this_page_title] 25 Maggio 2017 [cutoff co_thick="2px"][webinarschedulesingle] Nel 2017 il driver principale del cambiamento a livello aziendale è rappresentato dall’impellente necessità di soddisfare le esigenze in continua evoluzione dei clienti, e le aziende devono sfruttare al meglio le informazioni che li riguardano per ottimizzare le proprie strategie di business. In tale contesto l'IoT emerge come una tecnologia in grado di introdurre innumerevoli miglioramenti a prodotti e servizi, influendo sostanzialmente sull'engagement di clienti e dipendenti. Di recente Frost & Sullivan ha realizzato un'indagine su circa 500 responsabili della CX in Europa dalla quale emerge che circa i due terzi degli intervistati concordano sul fatto che l'IoT avrà ricadute positive direttamente sulla Customer Experience, aumentandone il valore. Unisciti a noi per questo webinar di 45 minuti e scoprirai: I risultati fondamentali emersi dall'indagine, incluso il modo in cui le aziende più all'avanguardia stanno trasformando in realtà l'idea di IoT Perché una Customer Experience che mette al centro l'IoT (IoT-CX) può essere il più importane elemento di differenziazione competitiva a disposizione delle aziende europee Le modalità corrette per vincere la sfida di promuovere una value proposition IoT-CX realmente concreta Come partire con un chiaro piano per la IoT-CX Alla fine della sessione i nostri esperti saranno lieti di rispondere alle tue domande. [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Alexander Michael Director of Consulting in Digital Transformation, Frost & Sullivan Stefania Covatta Solutions Consulting Manager Genesys [mktoform cta_header="Registrati Titolo" cta_button="Registrati Titolo" cms_hold="RG" landing_id="55501" cid_id="7010B000001YVD6"] AppFoundry On-demand Webinar Get More from Your Contact Center Analytics for Less [cutoff co_thick="2px"]With more contact center agents moving to remote working, managers are faced with new challenges. They need more insights into contact center analytics but don’t want to spend a lot on analytics software. In this webinar, we’ll look at common obstacles contact centers face today. And we’ll show you how the LITE Analytics™ solution for the Genesys Cloud™ platform can give you the insights you need for free.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYcWQAW"] Meet the Speaker Peter Hornberger VP of Sales Brightmetrics Monthly Demo See Genesys Cloud in action: The 20-minute chatbot build [cutoff co_thick="2px"][webinarschedulesingle]Many organizations are hesitant to dive into the world of chatbots due to complexity. But with the right partner, building a chatbot is easy. Join our 20-minute demo to find out how to break the myths of complexity in 20 minutes. In this demo we will walk you through: Building a chatbot with Genesys Dialog Engine Review the operation of a more advanced bot Building once and deploying the bot over many channels [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001YYOUQA4"] Meet the Speaker JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry On-demand Webinar Overcoming Remote Agent Challenges With Active Voice Biometrics [cutoff co_thick="2px"] Contact centers need to manage increased call volumes with remote workforces. With voice biometrics, agents can answer customer queries quickly. And customers get assurance that interactions over remote channels are secure. This webinar details how LumenVox Active Voice Authentication on the Genesys Cloud™ platform offers the differentiation you need to stand out in a competitive market.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYGLQA4"] Meet the Speaker Matt Whipple Senior Vice President, Voice Biometrics LumenVox Webinar Bytes Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMiUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5ODklMjZtb21lbnRJZHMlM0QxODk5MiUyNm1vbWVudElkcyUzRDE4OTkzJTI2bW9tZW50SWRzJTNEMTg5OTQlMjZtb21lbnRJZHMlM0QxODk5NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Watch these webinar bytes to learn more about how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Tod Famous VP Product Management, Engage Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,920 So let's start off today on doing a search for 2 00:00:03,920 --> 00:00:06,860 the term of multi- cloud. If you put that in, 3 00:00:07,020 --> 00:00:11,240 you'll see a whole bunch of varying different definitions, companies 4 00:00:11,240 --> 00:00:15,440 from Citrix, Google, Red Hat They're all taking a stab 5 00:00:15,440 --> 00:00:19,150 at trying to define it. Some define multi- cloud as 6 00:00:19,150 --> 00:00:25,280 an architecture that utilizes public private hybrid cloud services. While 7 00:00:25,280 --> 00:00:28,790 others see it more as an approach that's made up 8 00:00:28,790 --> 00:00:32,940 of one cloud service or more, as well as one 9 00:00:32,940 --> 00:00:37,040 cloud vendor or more. So with that said, there's so 10 00:00:37,040 --> 00:00:39,660 many variations out there, I think a good place to 11 00:00:39,660 --> 00:00:43,860 start is to get a definition from both of my 12 00:00:43,860 --> 00:00:46,290 colleagues. And Todd, if you don't mind, I'll start this 13 00:00:46,290 --> 00:00:49,660 one with you. Sure. Thanks, Bobby. I had a feeling 14 00:00:49,660 --> 00:00:53,960 this question was coming, multi- cloud and we have seen 15 00:00:53,960 --> 00:00:58,040 a lot of different opinions about this. And I think 16 00:00:58,710 --> 00:01:01,610 maybe I'll just keep it simple and focus on what 17 00:01:01,610 --> 00:01:05,800 I think is important from our product strategy. And that's 18 00:01:07,030 --> 00:01:11,240 the ability to operate your cloud software where you want. 19 00:01:11,740 --> 00:01:15,550 And that means that you could choose to run it 20 00:01:15,590 --> 00:01:21,770 on, for example, Amazon, AWS or Microsoft Azure or Google 21 00:01:21,770 --> 00:01:26,910 cloud platform. So we're giving in our architecture the ability 22 00:01:27,230 --> 00:01:31,250 for our customers to control where they operate. And that's 23 00:01:31,250 --> 00:01:33,660 very different than a lot of, I'd say the first- 24 00:01:33,660 --> 00:01:38,450 generation cloud architectures. What I think is probably the most 25 00:01:38,450 --> 00:01:42,240 important thing about multi- cloud, now there's a lot more 26 00:01:42,990 --> 00:01:45,160 technical nuances I could get into, but I think I'll 27 00:01:45,840 --> 00:01:48,230 start there with a high level. Abi, what do you 28 00:01:48,230 --> 00:01:52,180 think? Thank you, Todd. Thank you, Bobby. I will take 29 00:01:52,750 --> 00:01:56,540 a technologist view to defining multi- cloud because after all 30 00:01:56,540 --> 00:02:01,000 I am a cloud architect. Simply put mighty cloud is 31 00:02:01,000 --> 00:02:05,720 the ability to consume both private cloud and public clouds 32 00:02:05,940 --> 00:02:10,960 in a single network architecture. So this would involve consuming, 33 00:02:10,960 --> 00:02:16,320 hosted application services, cloud computing, storage and data services from 34 00:02:16,320 --> 00:02:23,450 single or multiple cloud entities including, on premise solutions, hosted 35 00:02:23,470 --> 00:02:27,210 solutions in a data center or a private cloud solution. 36 00:02:27,720 --> 00:02:31,380 Infrastructure as a service or platform as a service providers, 37 00:02:31,550 --> 00:02:35,880 such as, Todd mentioned, Amazon web services, Google cloud platform, 38 00:02:35,880 --> 00:02:41,710 Microsoft Azure, as well as consuming services from software as 39 00:02:41,710 --> 00:02:46,320 a service vendors, such as Genesys. So in reinforcing your 40 00:02:46,320 --> 00:02:52,680 definition of multi- cloud, in terms of Genesys customers. Genesys 41 00:02:52,680 --> 00:02:57,210 engaged customers and prospects they get the choice to operate 42 00:02:57,210 --> 00:03:01,380 their software in different environments. That's my definition of multi- 43 00:03:01,380 --> 00:03:01,420 cloud. Webinar Bytes Connect the dots with Genesys and Adobe [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjkyMSUzRmxheW91dCUzRGhvcml6b250YWwlMjZ3ZWJpbmFyVmlzaWJsZSUzRGZhbHNlJTI2bW9tZW50SWRzJTNEMTg5OTglMjZtb21lbnRJZHMlM0QxODk2NyUyNm1vbWVudElkcyUzRDE4OTY2JTI2bW9tZW50SWRzJTNEMTg5NjQlMjZtb21lbnRJZHMlM0QxODk2NSUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Watch these webinar bytes featuring IDC, Adobe and Genesys to learn more! Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,740 It created unique situations for some industries, such as retail, 2 00:00:03,970 --> 00:00:07,110 healthcare, and look at hospitality. And before we got on 3 00:00:07,110 --> 00:00:09,340 the call we were talking a little bit about travel. 4 00:00:09,600 --> 00:00:12,290 The airlines have really had to change what's going on. It has 5 00:00:12,850 --> 00:00:15,810 forced them to rethink the way they use technology to 6 00:00:15,810 --> 00:00:19,060 engage with their customers. And what I want to highlight 7 00:00:19,060 --> 00:00:21,520 is some of the effects that we're seeing from COVID 8 00:00:21,520 --> 00:00:27,140 that are happening already. There are three cracks in what 9 00:00:27,140 --> 00:00:31,430 we call customer experience, specifically COVID cracks. And what we 10 00:00:31,430 --> 00:00:35,090 mean by that is that, with COVID we saw an acceleration 11 00:00:35,090 --> 00:00:38,720 in the digital transformation forced upon companies. They had to 12 00:00:38,720 --> 00:00:41,810 digitally transform because they weren't ready for all of the 13 00:00:41,810 --> 00:00:45,830 impacts that the pandemic would have on them. And so, 14 00:00:45,830 --> 00:00:49,340 the three cracks, what we call, essentially exposing the digital 15 00:00:49,340 --> 00:00:56,230 underbelly are contactless experiences, customer automation and self- service, and 16 00:00:56,230 --> 00:00:58,410 apps become the interface. And we're going to start off 17 00:00:58,410 --> 00:01:04,310 with the contactless experience. Basically what happened is, because of 18 00:01:04,650 --> 00:01:07,690 COVID we went from an in- person, person- to- person 19 00:01:07,690 --> 00:01:12,290 type of engagement and interaction to these contactless experiences. And 20 00:01:12,290 --> 00:01:15,710 it's everything from contactless product delivery, to payment, to product 21 00:01:15,710 --> 00:01:19,090 pickup. All kinds of different things, and the whole reason 22 00:01:19,090 --> 00:01:22,970 behind that was because it made consumers and customers feel 23 00:01:22,970 --> 00:01:26,540 safer. Now, in my experience, one of the more interesting 24 00:01:26,540 --> 00:01:29,680 ones to watch was Best Buy. Before, you used to 25 00:01:29,680 --> 00:01:31,850 go into the showroom, you'd look around, there'd be stuff 26 00:01:31,850 --> 00:01:34,220 in there, lots of people in there looking at everything 27 00:01:34,220 --> 00:01:37,970 from refrigerators, to new iPhones, to new computers. In the 28 00:01:38,020 --> 00:01:41,380 pandemic, actually Best Buy was well- positioned to deal with 29 00:01:41,380 --> 00:01:44,820 this transformation, and just a few months in they'd already 30 00:01:44,820 --> 00:01:47,790 switched over to the ability to do curbside pickup, order 31 00:01:47,790 --> 00:01:51,480 online, look into their supply chain. What we found is 32 00:01:51,650 --> 00:01:57,510 that, with customers, 38% of them said during our surveys 33 00:01:57,820 --> 00:02:04,530 that contactless experiences make them feel a lot safer, or 34 00:02:04,530 --> 00:02:10,340 much safer. What kind of contactless experiences? Specifically, contactless product 35 00:02:10,340 --> 00:02:14,560 delivery. That was the most preferred contactless approach. So everything 36 00:02:14,560 --> 00:02:18,570 from DoorDash to something coming from Amazon. But right up 37 00:02:18,570 --> 00:02:22,970 there was contactless payment, product pick up, check- in, customer 38 00:02:22,970 --> 00:02:26,610 service, and no- signature checkout. But that was just the 39 00:02:26,610 --> 00:02:29,170 start. That was just the first crack that we saw. 40 00:02:30,450 --> 00:02:33,680 But how does this actually manifest in the world it 41 00:02:33,680 --> 00:02:36,490 is that we're dealing with today? And probably the best 42 00:02:36,490 --> 00:02:38,940 example we have out there is actually grocery pick up. 43 00:02:41,020 --> 00:02:46,450 30. 5, almost 31% of consumers said they would like 44 00:02:46,450 --> 00:02:52,770 curbside pick up to continue. Not really unexpected because by 45 00:02:52,780 --> 00:02:57,750 2023, IDC expects 75% of grocery e- commerce orders will be 46 00:02:57,750 --> 00:03:00,930 picked up curbside or in- store at a special type 47 00:03:00,930 --> 00:03:05,190 of kiosk, driving a 35% increase in investment in on- 48 00:03:05,190 --> 00:03:08,970 site or nearby micro- fulfillment centers to meet that need 49 00:03:09,020 --> 00:03:13,760 of the customer. We talked a little bit about contactless 50 00:03:13,760 --> 00:03:18,290 experience, what's the next one? Well, that's customer automation and 51 00:03:18,290 --> 00:03:21,250 self- service. That's one of the things that grew fairly 52 00:03:21,250 --> 00:03:25,980 quickly during the whole pandemic, is customer automation and self- 53 00:03:25,990 --> 00:03:29,090 service. How do customers take care of things themselves? How 54 00:03:29,090 --> 00:03:31,810 do they actually, instead of going into a store or 55 00:03:31,810 --> 00:03:34,370 going into a location somewhere, how are they able to 56 00:03:34,370 --> 00:03:37,630 do it digitally, online, and move that forward? AppFoundry On-demand Webinar Cost-effective contact center modernization with AI-driven knowledge [cutoff co_thick="2px"]Accessing knowledge has been a source of inefficiency for support teams for decades. When customers want answers, there’s no time to waste. But it can be even more difficult for distributed teams to find key information and act quickly. In this webinar, Jeff Stroum, Contact Center Solutions Expert, uncovers how modern customer experience organizations can use artificial intelligence (AI) technology to better manage knowledge, automate answers, and effectively facilitate on-premises and distributed support teams.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBuQAO"] Meet the Speakers Jeff Stroum Director of Strategic Consulting and Knowledge Expert Shelf AppFoundry On-demand Webinar Your analytics expressway [cutoff co_thick="2px"]The migration of cloud contact centers has nearly doubled in the past 18 months. As enterprises of all sizes move to the cloud to capture the speed, flexibility and resilience of SaaS architectures, new operational challenges around analytics, data and security have emerged. Watch this on-demand webinar to learn how SuccessKPI, a premium AppFoundry partner, has helped businesses tackle the toughest analytics challenges — and drive breakthrough operational performance in the contact center. No matter where you are in your cloud migration planning, you’ll get the guidance you need to move in the right direction.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001YYBpQAO"] Meet the Speaker Dave Rennyson CEO SuccessKPI Live Webinar: Built for enterprise [cutoff co_thick="2px"][webinarschedule]Customer experience is a powerful differentiator. When the world knows your brand, the stakes are high. If you can't deliver the experience your customers expect, they'll find someone who can. To create a cloud ecosystem that delivers the level of experience your customers expect, you need global partners that provide personalization, scalability and security. Join our panelists as they discuss how to: Create enterprise-grade cloud ecosystems Power digital transformation across your entire organization Extend your Microsoft technology investment [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001YY3vQAG"] Meet the Speakers Merrie Williamson VP, Azure Apps and Infrastructure Microsoft Todd Hollenberg VP, Product Management Genesys Abi Chandra Cloud Evangelist Genesys Ranga Thittai VP for Enterprise Network Services Tech Mahindra Genesys Cloud Demo Your call center, your way: Built in 30 minutes Live implementation of Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Customer relationships are hard. Building a contact center that connects the dots across your customer touchpoints doesn’t have to be. Join us for an interactive session to see just how straightforward it is to build and deploy a Genesys Cloud contact center platform. During this webinar, we’ll build and deploy a live instance of the platform – and even take a few calls with the help of a few brave volunteers. On the agenda: Key 2021 cloud contact center trends and predictions Insights into essential capabilities for modern contact centers A live contact center build and demonstration Experience it for yourself! Join this interactive session to see how to deploy it all in minutes — not months.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l13ZQAQ"] Meet the Speakers Vince Mendoza Principal Solution Consultant Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Monthly Demo Simplicity from the start: Day one with Genesys Cloud [cutoff co_thick="2px"][webinarschedulesingle]Making people happy should be easy. And with Genesys Cloud, it is. But don’t take our word for it. Join this product demo to see what day one with Genesys Cloud looks like. See how easy it is to use real-time analytics to manage queues, coach employees and drive better results. Learn how administrators can simplify tasks, like scheduling, script creation and more. Explore the ease in which agents can request schedule changes, see performance metrics and manages all channels from a single screen. Make it easy to delight your customers from the start with the all-in-one solution from Genesys.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0jyQAA"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Demo Webinar Why your CX solution must be multicloud (and might already be) [cutoff co_thick="2px"][webinarschedule]If asked about your contact center technology, would you describe it as SaaS, private cloud or on-premises? Without intention, many organizations that have invested for many years in on-premises solutions actually find that they're already cloud – and not only cloud, but “multicloud.” How, because of the prevalence of cloud-based applications. Services once handled by on-premise solutions like sales processes, payroll and human resources are now more-often-than-not consumed as cloud applications. It’s possible that while remaining on your private cloud solution, you’ve evolved into a multicloud customer experience architecture by accident. Join us for this 30 minute webinar where we’ll show how companies are leveraging the best of all options -- all clouds, all infrastructures, all applications -- all with control of their personal ecosystem. Deployment options - SaaS, private cloud, on-premises Who operates it - vendor, partner or self-operated Infrastructure options - IaaS, containerization, serverless computing Choice of application services and the strategic vendors within your ecosystem Register today to hear experts in customer experience and cloud technologies share how customer experience centers are morphing into multicloud architectures - and gaining flexibility and control of their customer experience solutions along the way.[cutoff co_thick="2px"]1 00:00:06,540 --> 00:00:10,040 Good morning, evening and afternoon everyone. This is Josh Reed 2 00:00:10,040 --> 00:00:12,280 from the digital events team here at Genesys. And let 3 00:00:12,280 --> 00:00:14,500 me start by saying welcome and thank you all for 4 00:00:14,500 --> 00:00:18,430 joining today's webinar, why your CX solution must be multi- 5 00:00:18,430 --> 00:00:22,490 cloud and might already be. As we always do, I'm 6 00:00:22,490 --> 00:00:25,620 going to cover a couple of brief housekeeping items before 7 00:00:25,620 --> 00:00:28,080 we get started, but I will be quick. First off, 8 00:00:28,080 --> 00:00:30,840 if you experience any problems viewing or listening to today's 9 00:00:30,840 --> 00:00:33,210 webcast, do me a favor and refresh your browser and 10 00:00:33,210 --> 00:00:35,500 make sure that it is indeed up to date, this 11 00:00:35,500 --> 00:00:38,910 should fix any console issues that you may experience. If 12 00:00:38,910 --> 00:00:41,560 those continue however, it might be helpful to switch over 13 00:00:41,560 --> 00:00:44,190 to something like Chrome or Firefox as well, as these 14 00:00:44,190 --> 00:00:47,980 are the best browsers that support the webcast platform. Also, 15 00:00:47,980 --> 00:00:51,310 note that you'll be able to enlarge the slide window 16 00:00:51,310 --> 00:00:54,290 and the video window throughout today's presentation by dragging any 17 00:00:54,330 --> 00:00:58,490 of the corners of those windows. And please note that 18 00:00:58,490 --> 00:01:01,220 this is designed to be an interactive experience between you 19 00:01:01,220 --> 00:01:04,780 and our presenters today. So throughout today's conversation, I encourage 20 00:01:04,780 --> 00:01:06,970 you all to throw questions that you have into the 21 00:01:06,970 --> 00:01:10,060 Q and A window. And what we'll do is we'll answer 22 00:01:10,060 --> 00:01:14,440 them throughout via chat, we'll also potentially read some aloud 23 00:01:14,790 --> 00:01:17,750 during our conversation, and then those we are able to 24 00:01:17,750 --> 00:01:19,650 get to during the live session what we'll do is 25 00:01:19,650 --> 00:01:23,800 we'll follow up with you via email. And note that 26 00:01:23,800 --> 00:01:26,020 this is indeed being recorded, so if you have to 27 00:01:26,020 --> 00:01:28,930 get up during the presentation, you miss anything don't fret, 28 00:01:28,930 --> 00:01:31,270 you will receive a link to the on- demand recording 29 00:01:31,270 --> 00:01:33,900 via email from on 24 within the next few business 30 00:01:33,900 --> 00:01:37,990 days. And also at any time during the webcast, feel 31 00:01:37,990 --> 00:01:40,850 free to check out the resource in the resource box 32 00:01:40,850 --> 00:01:43,700 just below the video window. Clicking through will open up 33 00:01:43,700 --> 00:01:46,020 in a new tab in your browser and we'll expand 34 00:01:46,020 --> 00:01:50,140 on today's topic of multi- cloud. And lastly, we welcome 35 00:01:50,140 --> 00:01:52,890 and appreciate your feedback. So you'll have the opportunity to 36 00:01:52,890 --> 00:01:55,260 fill out a short survey at the end of today's 37 00:01:55,260 --> 00:01:57,720 presentation, it's going to show up automatically at the end. 38 00:01:57,900 --> 00:02:00,560 However, if you are a go getter and you want 39 00:02:00,560 --> 00:02:02,850 to actually take care of it early, you can click 40 00:02:02,850 --> 00:02:06,180 on the survey at the last icon below and take 41 00:02:06,180 --> 00:02:10,460 that any time throughout the presentation. Like I mentioned, short 42 00:02:10,460 --> 00:02:12,650 and sweet. So now I'm actually happy to hand it 43 00:02:12,650 --> 00:02:16,180 off to our moderator today, Bobby Chester. Bobby, the floor 44 00:02:16,180 --> 00:02:20,140 is yours. Awesome, Josh. Thank you as always. I am 45 00:02:20,140 --> 00:02:24,420 super excited to be here today, I am joined by 46 00:02:24,450 --> 00:02:29,040 two of my absolute favorite colleagues. Today we have, Todd 47 00:02:29,040 --> 00:02:32,460 Famous and Abi Chandra joining me and we are going 48 00:02:32,460 --> 00:02:36,360 to be talking about all things multi- cloud. And the 49 00:02:36,360 --> 00:02:38,730 question you might be having in your mind first and 50 00:02:38,730 --> 00:02:42,070 foremost is, so why is the discussion on multi- cloud 51 00:02:42,160 --> 00:02:46,890 important at this time? And the answer is because the 52 00:02:46,890 --> 00:02:51,600 old saying that change is the only constant and although 53 00:02:51,600 --> 00:02:54,850 that holds true, what makes this point in time very 54 00:02:54,850 --> 00:02:58,200 different, is the acceleration of that change. When you look 55 00:02:58,200 --> 00:03:01,300 at things like AI, machine learning, those are just two 56 00:03:01,300 --> 00:03:03,900 of the forces that are driving all of this change 57 00:03:03,900 --> 00:03:07,530 that's going on. And although those aren't topics for this 58 00:03:07,530 --> 00:03:11,220 particular day, they are part of what's driving that need 59 00:03:11,220 --> 00:03:16,390 for cloud applications across a multi- cloud architecture. So let's 60 00:03:16,390 --> 00:03:20,300 start off today on doing a search for the term 61 00:03:20,300 --> 00:03:23,400 of multi- cloud. If you put that in, you'll see 62 00:03:23,400 --> 00:03:28,330 a whole bunch of varying different definitions, companies from Citrix, 63 00:03:28,330 --> 00:03:31,830 Google, Red Hat They're all taking a stab at trying 64 00:03:31,830 --> 00:03:35,930 to define it. Some define multi- cloud as an architecture 65 00:03:36,080 --> 00:03:42,120 that utilizes public private hybrid cloud services. While others see 66 00:03:42,120 --> 00:03:45,290 it more as an approach that's made up of one 67 00:03:45,290 --> 00:03:49,810 cloud service or more, as well as one cloud vendor 68 00:03:49,870 --> 00:03:53,890 or more. So with that said, there's so many variations 69 00:03:53,890 --> 00:03:56,450 out there, I think a good place to start is 70 00:03:56,450 --> 00:04:00,640 to get a definition from both of my colleagues. And 71 00:04:00,640 --> 00:04:02,500 Todd, if you don't mind, I'll start this one with 72 00:04:02,500 --> 00:04:06,020 you. Sure. Thanks, Bobby. I had a feeling this question 73 00:04:06,020 --> 00:04:10,240 was coming, multi- cloud and we have seen a lot 74 00:04:10,240 --> 00:04:15,380 of different opinions about this. And I think maybe I'll 75 00:04:15,380 --> 00:04:17,860 just keep it simple and focus on what I think 76 00:04:17,860 --> 00:04:23,520 is important from our product strategy. And that's the ability 77 00:04:23,520 --> 00:04:29,610 to operate your cloud software where you want. And that 78 00:04:29,610 --> 00:04:32,950 means that you could choose to run it on, for 79 00:04:32,950 --> 00:04:38,610 example, Amazon, AWS or Microsoft Azure or Google cloud platform. 80 00:04:38,920 --> 00:04:43,460 So we're giving in our architecture the ability for our 81 00:04:43,460 --> 00:04:47,880 customers to control where they operate. And that's very different 82 00:04:47,880 --> 00:04:50,610 than a lot of, I'd say the first- generation cloud 83 00:04:50,610 --> 00:04:55,190 architectures. What I think is probably the most important thing 84 00:04:55,560 --> 00:04:59,860 about multi- cloud, now there's a lot more technical nuances 85 00:04:59,860 --> 00:05:02,420 I could get into, but I think I'll start there 86 00:05:02,420 --> 00:05:05,710 with a high level. Abi, what do you think? Thank 87 00:05:05,710 --> 00:05:09,600 you, Todd. Thank you, Bobby. I will take a technologist 88 00:05:09,600 --> 00:05:12,760 view to defining multi- cloud because after all I am 89 00:05:12,760 --> 00:05:17,690 a cloud architect. Simply put mighty cloud is the ability 90 00:05:17,690 --> 00:05:22,170 to consume both private cloud and public clouds in a 91 00:05:22,170 --> 00:05:28,010 single network architecture. So this would involve consuming, hosted application 92 00:05:28,010 --> 00:05:33,110 services, cloud computing, storage and data services from single or 93 00:05:33,150 --> 00:05:40,220 multiple cloud entities including, on premise solutions, hosted solutions in 94 00:05:40,220 --> 00:05:44,600 a data center or a private cloud solution. Infrastructure as 95 00:05:44,600 --> 00:05:47,900 a service or platform as a service providers, such as, 96 00:05:48,300 --> 00:05:52,700 Todd mentioned, Amazon web services, Google cloud platform, Microsoft Azure, 97 00:05:53,420 --> 00:05:58,190 as well as consuming services from software as a service 98 00:05:58,310 --> 00:06:03,730 vendors, such as Genesys. So in reinforcing your definition of 99 00:06:04,100 --> 00:06:09,530 multi- cloud, in terms of Genesys customers. Genesys engaged customers 100 00:06:09,530 --> 00:06:13,760 and prospects they get the choice to operate their software 101 00:06:14,240 --> 00:06:18,310 in different environments. That's my definition of multi- cloud. All 102 00:06:18,310 --> 00:06:22,310 right, perfect. And so now that we've defined multi- cloud, 103 00:06:22,310 --> 00:06:25,690 the whole flexibility and choice, is what I heard you 104 00:06:25,690 --> 00:06:30,270 end on with emphasis. The title of our webinar today 105 00:06:30,270 --> 00:06:34,090 is, why your CX solution must be multi- cloud, certainly 106 00:06:34,090 --> 00:06:37,070 we'll hit on that throughout the day. But then we 107 00:06:37,070 --> 00:06:41,500 tagged it with, and you may be already. And so 108 00:06:41,500 --> 00:06:43,710 I know folks listening to this call and some of 109 00:06:43,710 --> 00:06:46,400 them have joined probably are wondering, well, what do you 110 00:06:46,400 --> 00:06:50,020 mean by that? How would I know? How could I 111 00:06:50,020 --> 00:06:52,930 be multi- cloud already? So, Abi, I'll start with you 112 00:06:52,930 --> 00:06:59,200 on this one. Over the past several years, most organizations 113 00:06:59,200 --> 00:07:05,350 have either intentionally or unintentionally evolved into a multi- cloud 114 00:07:05,390 --> 00:07:08,650 architecture, let me unpack this by giving you a few 115 00:07:08,650 --> 00:07:12,480 examples. In fact, the simplest examples for all of us 116 00:07:12,480 --> 00:07:17,070 in the customer experience industry or the contact center industry 117 00:07:17,070 --> 00:07:23,110 would be our customer relationship management systems or CRM as 118 00:07:23,110 --> 00:07:26,990 we call it. Today, most of them are cloud- based 119 00:07:27,180 --> 00:07:30,960 so even if you are an on- premise based contact 120 00:07:30,970 --> 00:07:37,670 center, integrating to Microsoft Dynamics 365 or Zendesk, you are 121 00:07:37,710 --> 00:07:41,440 a multi- cloud solution. And why does contact center and 122 00:07:41,440 --> 00:07:47,110 customer experience, our HR systems, our payroll systems, office productivity 123 00:07:47,110 --> 00:07:52,160 suite like, Google Docs or Office 365. Including even IT 124 00:07:52,430 --> 00:07:57,320 departments that used to maintain tape backups at an offsite 125 00:07:57,320 --> 00:08:01,770 location for disaster recovery. Today, they use services from Google, 126 00:08:01,770 --> 00:08:06,490 such as cold line storage or Amazon S3, Simple Storage 127 00:08:06,490 --> 00:08:11,720 Services because they get 11 lines of durability at a 128 00:08:11,720 --> 00:08:15,860 fraction of the cost of maintaining offsite back backups. So 129 00:08:15,860 --> 00:08:19,930 if you look deeper into various departments within a business 130 00:08:19,930 --> 00:08:24,560 or an organization, you will find multi- cloud has already 131 00:08:24,560 --> 00:08:28,790 proliferated the enterprise and that is why you may be 132 00:08:28,790 --> 00:08:34,980 multi- cloud. And the customers that I talked to, I 133 00:08:34,980 --> 00:08:39,780 do run into conversations where they are... Let's say they 134 00:08:39,780 --> 00:08:43,900 believe that they're all prem, that's one statement I've heard. 135 00:08:44,370 --> 00:08:47,250 And it usually just takes a little bit of digging 136 00:08:47,250 --> 00:08:51,580 or looking around to discover, okay, they're using a thought 137 00:08:51,580 --> 00:08:54,380 application for, as you said, for CRM or for HR 138 00:08:54,380 --> 00:09:01,890 or even in IT. So cloud services are being used 139 00:09:02,230 --> 00:09:07,230 sometimes through shadow IT, and sometimes just through different departments 140 00:09:07,230 --> 00:09:13,120 or acquisitions that have occurred. So this speaks to the 141 00:09:13,120 --> 00:09:16,810 point of, you may already be. What I would suggest 142 00:09:16,810 --> 00:09:21,010 and this is the point of the conversation, is that our 143 00:09:21,010 --> 00:09:24,460 customers are now starting to be more intentional about it. 144 00:09:24,460 --> 00:09:28,410 To actually think about the various cloud services they're using, 145 00:09:28,410 --> 00:09:31,430 think about the implications of using those cloud services or 146 00:09:31,430 --> 00:09:34,950 private clouds and then have a corporate strategy for how 147 00:09:34,950 --> 00:09:40,450 to be multi- cloud. So, Todd it's interesting, I know 148 00:09:40,520 --> 00:09:44,320 you've already mentioned and Abi, as well. Several of the 149 00:09:44,320 --> 00:09:49,740 infrastructure as a service providers, Google Cloud, Azure, AWS, in 150 00:09:49,740 --> 00:09:53,050 your opinion does it need to be one or more 151 00:09:53,050 --> 00:09:58,920 of these providers to be considered multi- cloud? Well, I'll 152 00:09:58,920 --> 00:10:03,380 tell you it's becoming increasingly difficult to be singular in 153 00:10:03,380 --> 00:10:06,460 terms of your entire deployment. We certainly have customers that 154 00:10:06,500 --> 00:10:10,190 have a strong desire to be all in one provider. 155 00:10:11,560 --> 00:10:13,530 I think that some of them may get there, I 156 00:10:13,530 --> 00:10:16,400 think for most customers, they will end up with multiple 157 00:10:16,450 --> 00:10:21,800 cloud services. For those that do get there, I think 158 00:10:21,800 --> 00:10:25,330 the other important attribute of multi- cloud to think about 159 00:10:25,770 --> 00:10:29,500 is a possibility of things are going to change. As 160 00:10:29,500 --> 00:10:31,870 you said at the beginning, Bobby, things keep changing and 161 00:10:32,240 --> 00:10:36,380 we have customers who have made a choice about a 162 00:10:36,690 --> 00:10:39,870 certain cloud provider and then down the line, their corporate 163 00:10:39,870 --> 00:10:44,430 strategy changes due to some other commercial arrangement or acquisition 164 00:10:44,680 --> 00:10:49,340 and so multi- cloud re- enters that strategy. So we're 165 00:10:49,340 --> 00:10:52,540 seeing a lot of that and I think that this 166 00:10:52,540 --> 00:10:56,460 is investment protection to be able to offer a cloud 167 00:10:56,460 --> 00:10:59,980 strategy across those various providers. And, Abi mentioned, I just 168 00:10:59,980 --> 00:11:02,640 wanted to make sure I reinforce that there's also private 169 00:11:02,640 --> 00:11:07,100 cloud or even on- prem cloud architectures that customers operate. 170 00:11:07,340 --> 00:11:10,170 And that is still are port and part of the 171 00:11:10,170 --> 00:11:18,680 strategy for certain customers and certain verticals. And, Abi do you have 172 00:11:18,680 --> 00:11:22,130 any thoughts on the infrastructure as a service providers? Yeah, 173 00:11:22,130 --> 00:11:25,670 yeah. I will actually double down on what, Todd said, 174 00:11:25,670 --> 00:11:29,290 but if you carefully listen on the one hand, we 175 00:11:29,290 --> 00:11:32,840 said that you don't have to be with one of 176 00:11:32,840 --> 00:11:36,440 these infrastructure as a service provider, and you could also 177 00:11:36,440 --> 00:11:42,590 be on premises or private cloud or hosted services. At 178 00:11:42,590 --> 00:11:45,210 the end of the day I think what customers really 179 00:11:45,210 --> 00:11:49,880 are looking for, are benefits of a cloud solution. And 180 00:11:49,880 --> 00:11:52,060 the top most benefit is the one that you laid 181 00:11:52,060 --> 00:11:54,750 out as you started this session, Bobby, which is the 182 00:11:54,750 --> 00:11:59,070 ability to change. With ability to deploy wherever you want, 183 00:11:59,350 --> 00:12:05,470 ability to get continuous delivery, continuous innovation, instinct, scalability, these 184 00:12:05,470 --> 00:12:07,820 are the benefits that customers are looking for. So you 185 00:12:07,970 --> 00:12:11,460 don't have to be in an AWS or an Azure, 186 00:12:11,760 --> 00:12:15,900 you could be on premise and consume cloud deliver innovations. 187 00:12:16,150 --> 00:12:19,900 You could be in your hosted private cloud and have 188 00:12:19,900 --> 00:12:24,870 expandability into Google Cloud for scalability purposes. And that is 189 00:12:25,210 --> 00:12:28,530 what makes you multi-cloud. So let me latch on to 190 00:12:28,530 --> 00:12:31,080 one of the things that you both touched on, which 191 00:12:31,080 --> 00:12:34,470 is the private cloud piece that you just brought up. 192 00:12:34,470 --> 00:12:37,350 And I guess, I have a question, is that for 193 00:12:37,350 --> 00:12:41,010 the last decade or so, really SAS has been the 194 00:12:41,010 --> 00:12:44,900 cool kid on the block and private cloud seems to 195 00:12:44,900 --> 00:12:51,830 have been relegated. Private cloud, is it still cool? Well, 196 00:12:52,050 --> 00:12:57,110 let me try. In the beginning there was prem, we understand 197 00:12:57,110 --> 00:13:02,480 that and then there was cloud and as you've said, initially, 198 00:13:02,480 --> 00:13:06,820 when you first think about cloud services, they were a 199 00:13:06,820 --> 00:13:11,470 black box, really. You're getting a service from a vendor 200 00:13:11,690 --> 00:13:15,130 but what's behind the curtain you don't know about, you 201 00:13:15,840 --> 00:13:18,420 don't have any control over, you don't have any choices 202 00:13:18,460 --> 00:13:23,690 over that infrastructure in the backend. Now, if you look 203 00:13:23,690 --> 00:13:28,690 under the covers, what the benefits of cloud include, continuous 204 00:13:28,690 --> 00:13:35,280 development, horizontal scale microservices, cost control. Those benefits in a 205 00:13:35,280 --> 00:13:40,230 cloud architecture are now possible with private cloud. So we 206 00:13:40,230 --> 00:13:44,090 can actually, as a software developer develop software, we're using 207 00:13:44,090 --> 00:13:46,220 a technology called, containers, which we may or may not 208 00:13:46,220 --> 00:13:49,370 get into that level of detail. But using the software 209 00:13:49,370 --> 00:13:52,310 architecture that is a cloud architecture, so it has the 210 00:13:52,310 --> 00:13:57,020 benefits of cloud but still gives you the option of 211 00:13:57,020 --> 00:14:00,310 controlling where that software gets deployed, which could include on- 212 00:14:00,310 --> 00:14:07,400 prem in a private cloud. Abi, your thoughts. Sure. I 213 00:14:07,400 --> 00:14:11,080 know you said," Hey, is private cloud still cool?" I'll 214 00:14:11,170 --> 00:14:14,030 take it a step further and say, not only is 215 00:14:14,030 --> 00:14:17,930 private clouds still cool but it will remain so for 216 00:14:17,930 --> 00:14:22,820 the next several years. As organizations evolve and set their 217 00:14:22,910 --> 00:14:28,220 cloud strategy a private cloud multi- cloud architecture, not only 218 00:14:28,220 --> 00:14:33,010 leveraging the existing investments in technology, but it enables them 219 00:14:33,010 --> 00:14:37,280 to stay true to the original reason why they want 220 00:14:37,420 --> 00:14:40,480 to go multi- cloud or private cloud in the first 221 00:14:40,480 --> 00:14:43,820 place. Some of these reasons, Todd already mentioned so I'll 222 00:14:44,160 --> 00:14:46,960 expand on those. A lot of times when it came 223 00:14:46,960 --> 00:14:51,590 to on- premise customer experience solutions or private cloud hosted 224 00:14:51,630 --> 00:14:57,540 data center based operations. One of the reasons that customers 225 00:14:57,540 --> 00:15:02,490 really took a multi- vendor approach was number one, they 226 00:15:02,490 --> 00:15:06,100 got to select the best of technologies from different vendors 227 00:15:06,420 --> 00:15:10,620 but more importantly, they did not have to lock themselves 228 00:15:10,670 --> 00:15:14,350 in to a single vendor. So the single vendor lock- 229 00:15:14,350 --> 00:15:17,610 in factor goes away. The other thing is in today's 230 00:15:17,610 --> 00:15:22,850 environment, a private cloud gives you greater control over your 231 00:15:22,850 --> 00:15:28,180 security and data protections that you are looking for. But most 232 00:15:28,180 --> 00:15:32,310 of all, it is the ability to create highly customized 233 00:15:32,530 --> 00:15:38,370 and tailored customer experiences for their end consumers. So for 234 00:15:38,370 --> 00:15:43,000 such businesses ripping and replacing their existing private cloud or 235 00:15:43,000 --> 00:15:48,110 premise infrastructure and then going to a public cloud multi- 236 00:15:48,500 --> 00:15:53,440 tenant cloud solution, where 80% of the functionalities are same 237 00:15:53,680 --> 00:15:59,100 across multiple customer sex, they cannot provide those discerning tailored 238 00:15:59,310 --> 00:16:04,240 customer experiences that their customers experience. And now, as Todd, 239 00:16:04,240 --> 00:16:07,250 mentioned, he said containers. And I take it one step 240 00:16:07,250 --> 00:16:10,550 further into the technicalities of it, for the past several 241 00:16:10,550 --> 00:16:16,560 years technologies such as Docker, Kubernetes, allow you to get 242 00:16:16,560 --> 00:16:20,840 all the cloud benefits from your existing premise or private 243 00:16:20,840 --> 00:16:24,100 cloud solutions. So this is the reason why I think 244 00:16:24,590 --> 00:16:26,950 private cloud is going to be cool for a very 245 00:16:26,950 --> 00:16:30,780 long time. And Todd, I was going to say, when 246 00:16:30,780 --> 00:16:36,450 you look at our own customer base, look at the popularity of private cloud. 247 00:16:36,450 --> 00:16:38,920 Yeah. So particularly the types of customers that we deal with and engage 248 00:16:39,100 --> 00:16:43,200 with some of the largest and most sophisticated contact centers 249 00:16:43,200 --> 00:16:47,160 in the world. And in some of these industries, they 250 00:16:47,160 --> 00:16:51,110 have the scale to justify the cloud infrastructure, they have 251 00:16:51,110 --> 00:16:54,580 the teams to justify it. I think particularly in the 252 00:16:54,580 --> 00:17:00,880 large financial services, most of those operations are massive, massive 253 00:17:00,880 --> 00:17:05,060 in scale and have massive investments in private cloud. And 254 00:17:05,060 --> 00:17:08,020 they have the opportunity to leverage those investments now with 255 00:17:08,020 --> 00:17:13,950 a cloud contact center product from Genesys. And Abi, mentioned 256 00:17:14,060 --> 00:17:17,930 this but I want to also just acknowledge that in 257 00:17:17,930 --> 00:17:22,490 certain industries, certain parts of the world, there are regulatory 258 00:17:22,490 --> 00:17:27,110 and compliance reasons that certain companies need to operate in 259 00:17:27,110 --> 00:17:31,740 private clouds. Whether it be government services or due to 260 00:17:31,740 --> 00:17:36,780 certain dat privacy restrictions or constraints within a certain geography, 261 00:17:37,650 --> 00:17:41,260 private cloud is a necessity. And so what we aim 262 00:17:41,260 --> 00:17:45,620 to do with this, our architecture in multi- cloud is 263 00:17:45,620 --> 00:17:48,200 deliver the benefits of cloud with still that control of being 264 00:17:48,200 --> 00:17:52,640 able to put the software where you want. And Abi, 265 00:17:52,640 --> 00:17:55,000 I know you started delving a little bit further into 266 00:17:56,220 --> 00:18:01,740 Docker containers and Kubernetes. This isn't necessarily new technology as 267 00:18:01,740 --> 00:18:06,110 I understand it, really what's new is it entering the 268 00:18:06,110 --> 00:18:08,910 CCaaS, the contact center as a service market, is that 269 00:18:08,910 --> 00:18:12,830 fair? You are 100% accurate. And the reason for this 270 00:18:12,830 --> 00:18:18,990 is a whole lot of these technologies across multiple information 271 00:18:18,990 --> 00:18:24,590 services and information technology disciplines have been identified as open 272 00:18:24,590 --> 00:18:29,960 source options by the Cloud Native Computing Foundation or CNCF. 273 00:18:30,420 --> 00:18:33,300 So a lot of these open source technologies are already 274 00:18:33,300 --> 00:18:37,570 being used on- premise solutions and private cloud solutions, as 275 00:18:37,570 --> 00:18:40,900 well as infrastructure as a service options. I'll start by 276 00:18:40,960 --> 00:18:45,020 naming, Docker, which I said it allows the OS level 277 00:18:45,270 --> 00:18:50,780 virtualization to deliver your software in packages called containers. And 278 00:18:50,780 --> 00:18:56,580 then these containers can be orchestrated using Kubernetes orchestration and 279 00:18:56,750 --> 00:19:01,170 manage and deploy all of these across, not only multiple 280 00:19:01,570 --> 00:19:07,590 infrastructure as a service platforms like, AWS, OpenShift or Google Cloud 281 00:19:07,590 --> 00:19:12,260 platform, but also for on- premise as well as private cloud 282 00:19:12,570 --> 00:19:16,680 or hosted services. There are additional few technologies which we 283 00:19:16,680 --> 00:19:20,500 in Genesys engage use to enable this for our customers 284 00:19:20,570 --> 00:19:25,800 all from the CNCF Foundation. One is Terraform, infrastructure provisioning, 285 00:19:25,800 --> 00:19:32,280 which allows automated provisioning of infrastructure across multiple clouds simultaneously. 286 00:19:32,650 --> 00:19:36,510 There is also Spinnaker continuous delivery and integration. We say 287 00:19:36,700 --> 00:19:40,900 that our multi- cloud and private cloud customers get continuous 288 00:19:40,900 --> 00:19:44,670 delivery and integration, but Spinnaker is the technology that enables 289 00:19:44,670 --> 00:19:48,300 this to happen. Which is why I say that even 290 00:19:48,300 --> 00:19:51,940 our on- premise and private cloud customers get to live 291 00:19:52,030 --> 00:19:57,010 the cloud life, instant scalability, continuous delivery, access to cloud 292 00:19:57,010 --> 00:20:02,830 innovations across all clouds and cross cloud deployment. So think 293 00:20:02,830 --> 00:20:08,080 about it, we don't know where that new technology, new 294 00:20:08,240 --> 00:20:11,410 innovation will come early, if you are locked into lets 295 00:20:11,410 --> 00:20:15,040 say, Amazon web services for your solution and it is 296 00:20:15,640 --> 00:20:20,250 tightly integrated on Amazon web services infrastructure, it is difficult 297 00:20:20,660 --> 00:20:23,560 to go to another platform which may have the innovation. 298 00:20:23,970 --> 00:20:28,750 With Docker and Kubernetes container orchestration. You can use multiple 299 00:20:28,750 --> 00:20:34,080 cloud platforms simultaneously, and not only just stop, reduce your 300 00:20:34,080 --> 00:20:37,540 time to deployment by 75% but even cut your costs 301 00:20:37,540 --> 00:20:40,350 in half. Sorry, Todd, go ahead. And Bobby, I think 302 00:20:40,350 --> 00:20:46,850 you pasted it in the question, some of our customers 303 00:20:46,850 --> 00:20:48,480 and those of you who are on this call, I'm 304 00:20:48,480 --> 00:20:52,340 going to say, may not be familiar with Kubernetes and 305 00:20:52,340 --> 00:20:56,770 Helm Charts and Spinnaker and a Terraform. These are newer 306 00:20:56,770 --> 00:21:00,650 technologies to the call center people and I can tell 307 00:21:00,650 --> 00:21:03,620 you and the customers that we're dealing with and that 308 00:21:03,620 --> 00:21:09,210 we're helping today, it isn't uncommon that I walk into 309 00:21:09,370 --> 00:21:12,960 some of those conversations with and meeting with a party 310 00:21:12,960 --> 00:21:15,810 who isn't familiar with that technology. Now, one thing I 311 00:21:15,810 --> 00:21:17,420 will say is I would and I'll go on a 312 00:21:17,420 --> 00:21:21,310 limb here and guarantee that any large enterprise, if you 313 00:21:21,310 --> 00:21:24,970 go and talk to your peers in IT, you will 314 00:21:24,970 --> 00:21:28,530 find some group within the enterprise that is already deploying 315 00:21:28,530 --> 00:21:32,240 this technology. So as you said, it's new- ish to 316 00:21:32,240 --> 00:21:34,990 contact center but it's not new to the environments of 317 00:21:34,990 --> 00:21:37,090 our enterprises, so connecting that dots is one of the 318 00:21:37,090 --> 00:21:40,380 things that we need to do as a team. Perfect. 319 00:21:40,380 --> 00:21:42,880 Then actually I'm going to interject, we did have a 320 00:21:42,880 --> 00:21:47,280 question that came in. The question is, I would self- 321 00:21:47,280 --> 00:21:51,290 describe as on- premise with an application that we've used 322 00:21:51,290 --> 00:21:55,590 for almost 10 years now, you're saying that we don't 323 00:21:55,590 --> 00:22:01,400 have to rip and replace? Explain how that works. I'm 324 00:22:01,400 --> 00:22:02,890 not sure, Abi, if you want to take the first 325 00:22:02,890 --> 00:22:07,610 stab at this. Yeah, absolutely. So one of the things 326 00:22:07,690 --> 00:22:12,890 that you will encounter is folks have already started utilizing 327 00:22:12,890 --> 00:22:15,680 a whole host of these technologies, or be it not 328 00:22:15,680 --> 00:22:18,650 all of them, but in order to make their work 329 00:22:18,730 --> 00:22:23,910 loads easier. Think about what started with VMware and virtualization 330 00:22:24,180 --> 00:22:30,180 now has been taken into containerized deployment of servers, services 331 00:22:30,180 --> 00:22:33,010 and platforms. And then of course, to better manage them 332 00:22:33,010 --> 00:22:38,950 they are utilizing other additional services. So when you encounter 333 00:22:39,030 --> 00:22:43,130 your cloud strategy, you don't have to let go on 334 00:22:43,230 --> 00:22:46,120 not only the investment that you're made in the hardware 335 00:22:46,120 --> 00:22:50,120 and software, but also in training and managing all these 336 00:22:50,120 --> 00:22:53,830 resources, which operate these for you. You can set a 337 00:22:53,830 --> 00:22:58,100 slow and steady path to the cloud as you containerize 338 00:22:58,100 --> 00:23:03,490 your solutions, start deriving cloud benefits. And then according to 339 00:23:03,490 --> 00:23:08,240 your convenience, find the right multiple cloud platforms to take 340 00:23:08,240 --> 00:23:12,280 your solution to the next level. What do you think 341 00:23:12,280 --> 00:23:14,650 about this, Todd? And I'll say that sounds like one of our customers, 342 00:23:14,650 --> 00:23:17,820 so maybe I'll speak to it in terms of the 343 00:23:17,820 --> 00:23:24,420 engaged product portfolio. You're offering choice a common theme here 344 00:23:25,640 --> 00:23:28,440 and we started on this journey actually a couple of 345 00:23:28,440 --> 00:23:33,910 years back. Our first containerized component was something called, CX 346 00:23:33,910 --> 00:23:38,070 Insights, which is an analytics application. And so it's a 347 00:23:38,180 --> 00:23:44,630 container packaging and we have customers, long- standing prem customers 348 00:23:44,890 --> 00:23:50,170 who have deployed this particular application in this new containerize 349 00:23:50,170 --> 00:23:54,800 architecture. And that works in combination with their existing deployment, 350 00:23:55,540 --> 00:23:58,360 we have another component called CX Contact, which is our 351 00:23:58,360 --> 00:24:01,390 outbound offer, which is also in containers and now available 352 00:24:01,390 --> 00:24:05,500 and you can integrate that to your existing environment. Genesys 353 00:24:05,500 --> 00:24:11,930 Workspace, web edition, our desktop experience, designer or orchestration engine. 354 00:24:12,220 --> 00:24:17,410 So we are adding containers in elements, with the journey 355 00:24:17,410 --> 00:24:20,470 that we've been on, we are now completing that journey 356 00:24:20,470 --> 00:24:23,020 we'll have the full suite available, but there's options in 357 00:24:23,020 --> 00:24:27,040 terms of how you're going to go about implementing those 358 00:24:27,040 --> 00:24:31,090 components. There are also by the way, customers who go 359 00:24:31,090 --> 00:24:34,620 straight to cloud. So there are customers that have large 360 00:24:34,810 --> 00:24:38,580 prem deployments and decide that they want to transition to 361 00:24:38,580 --> 00:24:43,750 a Genesys managed service and so they transitioned from their 362 00:24:43,750 --> 00:24:45,970 current architecture. So one of the things that, and this 363 00:24:45,970 --> 00:24:48,790 is what we need to have a conversation, with each 364 00:24:48,790 --> 00:24:51,120 of our customers about is that path to cloud and 365 00:24:51,120 --> 00:24:54,950 what makes sense for them. Yeah. And actually, Todd, that 366 00:24:54,950 --> 00:24:58,600 leads me to my next question which is, we've talked 367 00:24:59,000 --> 00:25:01,110 quite a bit about the infrastructure side of it but 368 00:25:01,110 --> 00:25:04,760 there is another side of it. There is the, who's 369 00:25:04,760 --> 00:25:07,210 going to manage it, who's going to deploy it, who's 370 00:25:07,210 --> 00:25:10,090 going to keep that expertise, who's going to manage the 371 00:25:10,090 --> 00:25:12,610 knock, who's going to do the moves, adds and changes? 372 00:25:13,550 --> 00:25:15,470 So Todd, if you want to talk a little bit 373 00:25:15,470 --> 00:25:18,120 about, when you're looking it through the lens of multi- 374 00:25:18,120 --> 00:25:22,540 cloud, again, the flexibility that you're given. Yeah, that's another 375 00:25:22,540 --> 00:25:27,760 thing that's changed a lot from earlier first- generation cloud 376 00:25:28,050 --> 00:25:32,530 contact center solutions or CCaaS solutions as you've said. These had one 377 00:25:32,530 --> 00:25:37,840 model from the vendor with multi- cloud and the architecture 378 00:25:37,840 --> 00:25:42,070 that we've put together with engage, we can offer a 379 00:25:42,920 --> 00:25:45,920 traditional model of Contact Center as a Service where we're 380 00:25:45,920 --> 00:25:51,140 operating and offering completely managing the software. But we also 381 00:25:51,140 --> 00:25:55,740 have options where we can provide those containers, that architecture 382 00:25:55,950 --> 00:26:00,210 to a service provider or a partner who will operate 383 00:26:00,210 --> 00:26:02,670 it on behalf of a customer. So if a customer 384 00:26:02,670 --> 00:26:07,760 chooses to have a service provider operate their software, could 385 00:26:07,760 --> 00:26:10,410 be because of a relationship they have with them on 386 00:26:10,410 --> 00:26:14,520 the networking or telecom side or because of even data 387 00:26:14,520 --> 00:26:17,640 sovereignty reasons. They want a certain operator to run that, 388 00:26:17,820 --> 00:26:21,710 they could choose that or they could be completely on 389 00:26:21,710 --> 00:26:26,380 premise in a private data center with a partner or 390 00:26:26,380 --> 00:26:32,390 in- house staff, some combination managing. There's complete flexibility in 391 00:26:32,390 --> 00:26:37,030 terms of the operating model, which can be made independent 392 00:26:37,030 --> 00:26:39,770 of choosing a great architecture and choosing a great contact 393 00:26:39,770 --> 00:26:45,400 center product. All right. Abi, your thoughts? Sure. I actually, everything 394 00:26:45,400 --> 00:26:48,110 like, Todd said, I'll just add another angle to it from 395 00:26:48,110 --> 00:26:51,520 a personal perspective. All of us in this industry try 396 00:26:51,520 --> 00:26:54,290 to keep our skill sites up to date, several years 397 00:26:54,330 --> 00:27:00,440 ago it was AWS certification, then a few years ago it was Agile certification, now everybody's running towards 398 00:27:00,470 --> 00:27:05,750 GCP. So having a solution that provides you the choice 399 00:27:05,940 --> 00:27:09,240 and gives you the control, if you have the resources 400 00:27:09,330 --> 00:27:12,380 to manage it on site, on premise, have at it. 401 00:27:12,750 --> 00:27:16,080 If you have the resources in conjunction with a partner 402 00:27:16,300 --> 00:27:19,510 to manage it in your private cloud, hosted data center, 403 00:27:19,710 --> 00:27:23,140 then you have that option available with a private multi- 404 00:27:23,400 --> 00:27:27,670 cloud solution. If you have tie- ins or buy ins 405 00:27:27,670 --> 00:27:32,160 with AWS or Azure, then you can start leveraging those 406 00:27:32,300 --> 00:27:36,510 resources for your contact center or customer experience solution also. 407 00:27:36,720 --> 00:27:39,940 Or you can turn it all to a systems integrator 408 00:27:40,190 --> 00:27:42,920 and say," Hey, you do everything for me, give me 409 00:27:42,920 --> 00:27:46,170 your turnkey multi- cloud solution so that we can focus 410 00:27:46,170 --> 00:27:49,330 on our business." So really the control is what I 411 00:27:49,330 --> 00:27:54,100 would emphasize as part of this solution. Abi, scares me 412 00:27:54,100 --> 00:27:56,790 when he says he got his AWS Certification and then 413 00:27:56,790 --> 00:27:59,970 he loved Azure and then now GCP. What I think 414 00:27:59,970 --> 00:28:02,660 about there is we have so many people in this 415 00:28:02,660 --> 00:28:06,630 industry that are attached or married to one particular provider. 416 00:28:06,630 --> 00:28:10,050 And so when you say that you're in the AWS 417 00:28:10,050 --> 00:28:14,350 camp, you're anti Azure and so people are quite divided 418 00:28:14,350 --> 00:28:17,630 along lines sometimes around cloud. I think the message here 419 00:28:17,630 --> 00:28:20,950 is that we know we can support you no matter 420 00:28:20,950 --> 00:28:24,430 what cloud you're in. All right. So now I'm going 421 00:28:24,430 --> 00:28:28,050 to move us to, by all means, especially on engage, 422 00:28:28,540 --> 00:28:33,060 we service extremely large complex global enterprises. And when you 423 00:28:33,060 --> 00:28:36,420 look at the way that they have designed their partner, 424 00:28:36,420 --> 00:28:41,900 their vendor application system ecosystem, it is a whole bunch. 425 00:28:42,830 --> 00:28:45,490 They're tapping into different vendors, I know Abi, had even 426 00:28:45,490 --> 00:28:50,120 mentioned earlier on having that best of breed approach. And 427 00:28:50,120 --> 00:28:54,940 so when it comes to multi- cloud architecture, when you're 428 00:28:54,940 --> 00:28:58,510 looking at the way that we're setting it up to 429 00:28:58,510 --> 00:29:02,840 go forward with multi- cloud, does it impact the way 430 00:29:02,840 --> 00:29:07,660 that these very large complex customers build that ecosystem out. 431 00:29:09,310 --> 00:29:11,710 Todd, why don't you take this one because you deal with 432 00:29:11,710 --> 00:29:14,230 a lot of these customers in face- to- face meetings. 433 00:29:14,310 --> 00:29:21,070 A lot of partners too. Again, I'll go back to 434 00:29:21,070 --> 00:29:24,720 when we saw first- generation CCaaS, a lot of the 435 00:29:25,180 --> 00:29:31,100 direction in the industry and the momentum was towards this 436 00:29:31,100 --> 00:29:37,010 all in one bundle, it's one thing and it's everything 437 00:29:37,010 --> 00:29:39,940 that you need. Now. I don't think the vendors would 438 00:29:39,940 --> 00:29:42,020 go so far as to say close, but it's everything 439 00:29:42,020 --> 00:29:43,430 you need, which is a way of saying that you 440 00:29:43,430 --> 00:29:45,200 don't need anything else so which is a way of saying, 441 00:29:45,200 --> 00:29:48,240 they're not really committed to working with best of breed. 442 00:29:49,900 --> 00:29:51,750 Abi, as you said, that the part of the market 443 00:29:52,030 --> 00:29:55,490 that I deal with every day and customers we deal 444 00:29:55,490 --> 00:29:58,860 with come to the table with their own assets and 445 00:29:58,860 --> 00:30:02,470 various applications that they need to integrate to their contact 446 00:30:02,470 --> 00:30:07,740 center. Sometimes contact center applications, preferences they have around workforce 447 00:30:07,740 --> 00:30:13,640 management or speech recognition or CRM. And when they come 448 00:30:13,640 --> 00:30:18,230 to the table we need to work in a way 449 00:30:18,370 --> 00:30:22,680 with those applications. So integrate to those applications, again, multi- 450 00:30:22,680 --> 00:30:26,230 cloud supports that idea of choice and control around where 451 00:30:26,230 --> 00:30:28,400 you're running your software and how you're integrating it to 452 00:30:28,400 --> 00:30:32,530 these various components and what those parameters and security and 453 00:30:32,530 --> 00:30:36,580 networking looks like. So that ability to integrate becomes part 454 00:30:36,580 --> 00:30:41,690 of that bigger multi- cloud storey. Abi, your thoughts on 455 00:30:41,690 --> 00:30:47,530 this topic? Exactly what, Todd said, that you have the 456 00:30:47,530 --> 00:30:50,970 ability to go in the direction that you want to 457 00:30:50,970 --> 00:30:53,810 and not in the direction those who are pitching you 458 00:30:53,810 --> 00:30:57,410 a cloud solution want to take you into. Maintain that 459 00:30:57,410 --> 00:31:01,410 flexibility, choice and control that you always have had with 460 00:31:01,410 --> 00:31:06,990 your on- premise and private multi- cloud solutions. All right. 461 00:31:06,990 --> 00:31:10,340 So gentlemen, we only have a couple minutes left. So 462 00:31:10,340 --> 00:31:14,330 let me ask this quick question. So Todd, again, knowing 463 00:31:14,330 --> 00:31:17,920 that you have so much time with our customers, when 464 00:31:17,920 --> 00:31:20,050 you talk to them and you start sharing with them, 465 00:31:20,060 --> 00:31:23,140 just our approach to multi- cloud, what is their response? 466 00:31:29,240 --> 00:31:33,420 This basically what I would describe as the way they 467 00:31:33,420 --> 00:31:38,170 show up is with relief. The idea that they've had 468 00:31:38,680 --> 00:31:44,930 sophisticated, complex, large multinational or in some cases, in across 469 00:31:44,930 --> 00:31:48,940 many geographies and data center deployments and that's their current 470 00:31:48,940 --> 00:31:52,780 world. And they're looking at and they've been hearing and 471 00:31:52,780 --> 00:31:55,330 they're trying to figure out a cloud strategy. And the 472 00:31:55,330 --> 00:31:59,670 cloud strategy looks completely different from their current environment in 473 00:31:59,670 --> 00:32:03,310 how their current environment feels and how they operate. And 474 00:32:03,400 --> 00:32:07,510 what multi-cloud gives them is a cloud architecture, a path 475 00:32:07,510 --> 00:32:12,470 to cloud with the ability to embrace some of the 476 00:32:12,470 --> 00:32:15,550 constraints that they've had previously in terms of where they 477 00:32:15,550 --> 00:32:18,580 deploy, who they integrate to, how they control, how they 478 00:32:18,580 --> 00:32:24,600 secure, the software. And so we're seeing a really positive 479 00:32:24,610 --> 00:32:27,780 reaction from our large enterprise customers in this idea of 480 00:32:28,160 --> 00:32:32,650 a path forward to cloud through multi- cloud. Awesome. You 481 00:32:32,650 --> 00:32:36,520 mean, I don't have to give up my solution and 482 00:32:36,520 --> 00:32:39,950 infrastructure in which I put so much pains, hard work 483 00:32:39,950 --> 00:32:43,080 into? These are some of the statements that our customers 484 00:32:43,080 --> 00:32:45,700 make back to us when we show them our multi- 485 00:32:45,810 --> 00:32:49,830 cloud architecture. They're pretty passionate about some of those solutions 486 00:32:50,230 --> 00:32:53,490 that they've tied on to. Because they're just key in 487 00:32:53,490 --> 00:32:55,990 the way that they do customer experience and the way 488 00:32:55,990 --> 00:33:00,440 that they just engage in general. All right. So gentlemen, 489 00:33:00,450 --> 00:33:04,280 we are at time, one last question. And with this 490 00:33:04,280 --> 00:33:06,910 one, since we are at time, I'm going to hold 491 00:33:06,910 --> 00:33:09,920 us all to just a single word answer, so you 492 00:33:09,920 --> 00:33:14,010 get one word. The final question, what is the one 493 00:33:14,010 --> 00:33:19,150 word to you that defines multi- cloud? And so Todd, 494 00:33:19,160 --> 00:33:23,240 I'll start with you. Well, I'm going to answer in one word 495 00:33:23,840 --> 00:33:26,530 but I'm going to expand it. The word would be 496 00:33:27,200 --> 00:33:35,080 control. We work with some fantastic companies, some of the 497 00:33:35,080 --> 00:33:39,900 smartest people in this industry are our customers and they 498 00:33:39,900 --> 00:33:44,410 have great ideas around how to manage their software and 499 00:33:46,040 --> 00:33:49,460 what multi- cloud gives them as ability to exert some 500 00:33:49,460 --> 00:33:53,370 of that control over how and where, and in what 501 00:33:53,370 --> 00:33:57,640 manner their software is deployed. Awesome. All right. Abi Chandra. 502 00:33:58,180 --> 00:34:04,610 I always knew you were a control freak. The one 503 00:34:04,610 --> 00:34:08,490 word solution for defining multi- cloud, which comes to my 504 00:34:08,490 --> 00:34:12,440 mind, I'm going to tap into my inner yoga that 505 00:34:12,450 --> 00:34:15,920 I practice. Especially, Bobby, since you introduced me to heart 506 00:34:15,960 --> 00:34:24,090 yoga, is flexibility. The flexibility to control your infrastructure, the flexibility 507 00:34:24,090 --> 00:34:29,680 to control your technology, the flexibility to control your resources 508 00:34:29,920 --> 00:34:35,080 and the flexibility to decide who will manage, administer, install 509 00:34:40,030 --> 00:34:42,930 and configure your CX solution. So for me, that word is flexibility. Excellent. All right. And I will top us out 510 00:34:42,930 --> 00:34:45,790 with my word, as you were both talking that pop 511 00:34:45,790 --> 00:34:47,550 to my head is actually... I don't know if it's 512 00:34:47,550 --> 00:34:52,920 a full word, but it's multi. And when I think 513 00:34:52,920 --> 00:34:55,810 back on this conversation that we had, we talked about 514 00:34:55,810 --> 00:35:02,310 multi- vendor, multi application, multi- deployment, multi- cloud. And so 515 00:35:02,310 --> 00:35:04,680 on that note, I just want to do a huge, 516 00:35:04,680 --> 00:35:07,810 thanks, Todd, Abi, to both of you. I've thoroughly enjoyed 517 00:35:07,810 --> 00:35:10,750 this last half hour and Josh, back to you to 518 00:35:11,240 --> 00:35:17,120 close this out. Thanks, Bobby. So unfortunately we are out 519 00:35:17,120 --> 00:35:19,270 of time, I know we have questions in the chat 520 00:35:19,270 --> 00:35:22,830 that we were unable to answer. So don't fret, we're 521 00:35:22,830 --> 00:35:25,370 going to answer those questions via email within the next 522 00:35:25,380 --> 00:35:27,340 few business days. So you have a couple of seconds 523 00:35:27,340 --> 00:35:28,810 here before I close this out. If you have any 524 00:35:28,810 --> 00:35:31,240 questions for our speakers today, do me a favor and 525 00:35:31,240 --> 00:35:33,030 just throw those into the Q and A window and we'll 526 00:35:33,030 --> 00:35:34,930 get back to you via email, as promptly as we 527 00:35:34,930 --> 00:35:39,230 can. Also note, there are resources in the resource list 528 00:35:39,230 --> 00:35:41,360 that you could take advantage of right now to learn 529 00:35:41,360 --> 00:35:43,730 more about multi- cloud. So I encourage you to click 530 00:35:43,730 --> 00:35:47,500 on those before today's session ends, so that you can 531 00:35:47,770 --> 00:35:50,470 learn as much about multi- cloud and have as much 532 00:35:50,470 --> 00:35:54,160 passion for it as our speakers did today. Also, as 533 00:35:54,160 --> 00:35:55,980 a friendly reminder, if you could please fill out that 534 00:35:55,980 --> 00:35:57,730 survey, that's going to show up at the end of 535 00:35:57,730 --> 00:36:01,100 today's webcast as well. We greatly appreciate your feedback, we 536 00:36:01,140 --> 00:36:03,950 tailor these presentations to exactly what you, the audience want 537 00:36:03,950 --> 00:36:06,160 to learn more about. So we would love to collect 538 00:36:06,160 --> 00:36:09,950 that feedback for the future presentations from Genesys. And with 539 00:36:09,950 --> 00:36:12,930 that on behalf of Bobby, Todd, Abi and the entire 540 00:36:12,930 --> 00:36:16,040 Genesys team, we thank you again for joining today's webcast, 541 00:36:16,040 --> 00:36:19,480 why your CX solution must be multi- cloud and might 542 00:36:19,480 --> 00:36:22,160 already be. Until next time, have a good one, everyone. 543 00:36:22,190 --> 00:36:22,270 Thank you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l09RQAQ"] Meet the Speakers Tod Famous VP Product Management, Engage Genesys Bobbi Chester Senior Director Product Marketing Genesys Abi Chandra Cloud Evangelist Genesys Demo Webinar Connect the dots with Genesys and Adobe Featuring guest speakers from Adobe and IDC Break down the data silos between sales, marketing and service for more connected customer experiences [cutoff co_thick="2px"][webinarschedule]The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences. This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible. Join IDC, Adobe and Genesys in this live webinar to learn how to: Manage the rise of digital-first customer expectations Eliminate data silos by integrating Genesys Cloud and Adobe Experience Platform Turn data into actionable insights that deliver results Enable more intelligent, individualized customer interactions [cutoff co_thick="2px"]1 00:00:06,720 --> 00:00:10,340 Good morning, evening and afternoon everyone, this is Josh Reed from 2 00:00:10,340 --> 00:00:12,780 the digital events team here at Genesys. And let me 3 00:00:12,780 --> 00:00:16,610 be the first to say welcome to our live demonstration 4 00:00:16,610 --> 00:00:20,990 today, " Connect the Dots with Genesys and Adobe." As I 5 00:00:20,990 --> 00:00:22,850 always do, I'm going to keep it short and sweet, 6 00:00:22,850 --> 00:00:25,090 but I do have just a couple housekeeping items to go 7 00:00:25,090 --> 00:00:27,880 through before we get started today. So first off, if you 8 00:00:27,880 --> 00:00:30,990 experience any problems viewing or listening to today's demo, do 9 00:00:30,990 --> 00:00:32,830 me a favor and just do a quick refresh on 10 00:00:32,830 --> 00:00:35,610 your browser and maybe switch over to something like Chrome 11 00:00:35,610 --> 00:00:38,130 or Firefox as well, as these are the best browsers 12 00:00:38,130 --> 00:00:41,460 that support the webcast platform. You also have the ability 13 00:00:41,460 --> 00:00:44,110 to enlarge the slide window and the video window by 14 00:00:44,110 --> 00:00:47,510 dragging any of the corners of said windows, and you 15 00:00:47,510 --> 00:00:51,540 can adjust those throughout the presentation. And also note that 16 00:00:51,540 --> 00:00:54,640 this webcast is designed to be an interactive experience between 17 00:00:54,640 --> 00:00:56,960 you and our presenters today. So first off, if you 18 00:00:56,960 --> 00:00:59,580 have any questions throughout the presentation, throw those into the 19 00:00:59,580 --> 00:01:03,560 Q& A window below the slide window. Now, we will 20 00:01:03,560 --> 00:01:05,470 have a live Q& A at the end of the 21 00:01:05,470 --> 00:01:08,450 presentation today but sometimes time gets away from us. So, 22 00:01:08,660 --> 00:01:10,810 if that does happen, what we'll do is we'll follow 23 00:01:10,810 --> 00:01:13,150 up with you via email in a few business days. 24 00:01:14,910 --> 00:01:17,330 And also note that this is being recorded, so if 25 00:01:17,330 --> 00:01:20,630 you miss anything throughout today's presentation, don't fret. You'll receive 26 00:01:20,630 --> 00:01:23,630 a link to the recording from ON24 within the next 27 00:01:23,630 --> 00:01:26,360 few business days, and that will have full playback capabilities. 28 00:01:28,220 --> 00:01:30,540 I also encourage you to check out the resource box 29 00:01:30,540 --> 00:01:33,330 below the slides as well. Clicking through won't take you 30 00:01:33,330 --> 00:01:34,900 away, they'll just open up in a new tab in 31 00:01:34,900 --> 00:01:39,770 your browser. But these resources expand on today's topic. And 32 00:01:39,770 --> 00:01:42,540 lastly, we welcome and appreciate your feedback, so you'll have 33 00:01:42,540 --> 00:01:44,730 the opportunity to fill out a short survey that's going 34 00:01:44,730 --> 00:01:47,150 to show up at the end of today's presentation. You 35 00:01:47,150 --> 00:01:49,390 can also click on the last icon below in that 36 00:01:49,390 --> 00:01:51,290 survey widget if you want to knock it out early, 37 00:01:51,430 --> 00:01:53,930 but we tailor these presentations to exactly what you want 38 00:01:53,930 --> 00:01:55,670 to learn more about, so I encourage you to go 39 00:01:55,670 --> 00:01:57,850 ahead and check that out whenever you get a chance 40 00:01:57,850 --> 00:02:02,080 throughout today's presentation. And like I said, short and sweet. 41 00:02:02,350 --> 00:02:05,340 So, today we have three excellent presenters excited to discuss 42 00:02:05,340 --> 00:02:08,550 how to manage the rise of digital first customer expectations, 43 00:02:08,900 --> 00:02:12,730 eliminate data silos by integrating Genesys Cloud and Adobe Experience 44 00:02:12,730 --> 00:02:17,660 platforms, turn data into actionable insights that deliver results and 45 00:02:17,660 --> 00:02:22,850 enable more intelligent, individualized customer interactions. I'm happy to introduce 46 00:02:22,850 --> 00:02:25,600 you all to Alan Webber, the program vice president of 47 00:02:25,600 --> 00:02:29,610 customer experience at IDC. We have Sridhar Jayakumar, the principal 48 00:02:29,610 --> 00:02:32,850 product manager at Adobe. And finally, we have Dan Arra, 49 00:02:32,900 --> 00:02:36,150 the vice president of sales for Genesys AI. So with 50 00:02:36,150 --> 00:02:37,840 that being said, I'm going to hand things off to 51 00:02:37,840 --> 00:02:42,550 our first presenter today. Alan, the floor is yours. Thank 52 00:02:42,550 --> 00:02:45,920 you so much, and thank you everybody for joining us. Man, 2020, what a 53 00:02:45,920 --> 00:02:49,010 year. Wasn't quite what we were expecting going into it, 54 00:02:49,010 --> 00:02:50,580 but now that we're through it and we're on to 55 00:02:50,580 --> 00:02:53,880 the next one, 2021, let's talk a little bit about what it 56 00:02:53,880 --> 00:02:57,110 means to be a post- COVID customer and how companies 57 00:02:57,110 --> 00:03:00,180 are driving empathy at scale. But to start with, I'd 58 00:03:00,180 --> 00:03:02,180 like to start with a little survey, if you don't 59 00:03:02,180 --> 00:03:05,420 mind. And if you can go ahead and answer these 60 00:03:05,420 --> 00:03:08,260 question, the question we have up in the window. What 61 00:03:08,260 --> 00:03:10,850 are the biggest changes you've seen over the past year 62 00:03:10,850 --> 00:03:14,650 that are driving digital transformation? And please select all that 63 00:03:14,650 --> 00:03:18,700 apply. One, need to reassure customers they can reach you 64 00:03:18,700 --> 00:03:25,490 whenever needed. Two, increase interaction volume, more calls, chats, SMS, 65 00:03:25,490 --> 00:03:31,080 messages. Three, higher customer expectations to show me that me. 66 00:03:31,930 --> 00:03:36,260 Four, demographic change mix over different channels. And five, all 67 00:03:36,260 --> 00:03:38,750 of the above. Go ahead and give you just a 68 00:03:38,750 --> 00:03:41,260 second to go ahead and answer that question for us, 69 00:03:41,260 --> 00:03:58,210 if you would please. Okay, let's see what the results 70 00:03:58,210 --> 00:04:03,400 are showing. So, the number one, as we probably would 71 00:04:03,400 --> 00:04:07,570 have expected, at 43 1/2% was all of the above. 72 00:04:08,600 --> 00:04:11,660 The second largest was increased interaction volume. More calls, more 73 00:04:11,660 --> 00:04:16,330 chats, SMS, and messages. Third was demographic change mix over 74 00:04:16,330 --> 00:04:20,190 channels. And fourth was need to reassure customers they can 75 00:04:20,190 --> 00:04:22,940 reach you whenever needed. And lastly was the higher customer 76 00:04:22,940 --> 00:04:28,070 expectation. And that actually leads real well into what my 77 00:04:28,070 --> 00:04:32,660 presentation is about and where things are going. with the 78 00:04:32,660 --> 00:04:36,230 pandemic there were a number of effects that changed, a 79 00:04:36,230 --> 00:04:39,580 number of things that affected the consumer and the customer. 80 00:04:40,360 --> 00:04:44,100 It created unique situations for some industries, such as retail, 81 00:04:44,330 --> 00:04:47,470 healthcare, and look at hospitality. And before we got on 82 00:04:47,470 --> 00:04:49,700 the call we were talking a little bit about travel. 83 00:04:49,960 --> 00:04:52,650 The airlines have really had to change what's going on. It has 84 00:04:53,210 --> 00:04:56,170 forced them to rethink the way they use technology to 85 00:04:56,170 --> 00:04:59,420 engage with their customers. And what I want to highlight 86 00:04:59,420 --> 00:05:01,880 is some of the effects that we're seeing from COVID 87 00:05:01,880 --> 00:05:07,500 that are happening already. There are three cracks in what 88 00:05:07,500 --> 00:05:11,790 we call customer experience, specifically COVID cracks. And what we 89 00:05:11,790 --> 00:05:15,450 mean by that is that, with COVID we saw an acceleration 90 00:05:15,450 --> 00:05:19,080 in the digital transformation forced upon companies. They had to 91 00:05:19,080 --> 00:05:22,170 digitally transform because they weren't ready for all of the 92 00:05:22,170 --> 00:05:26,190 impacts that the pandemic would have on them. And so, 93 00:05:26,190 --> 00:05:29,700 the three cracks, what we call, essentially exposing the digital 94 00:05:29,700 --> 00:05:36,590 underbelly are contactless experiences, customer automation and self- service, and 95 00:05:36,590 --> 00:05:38,770 apps become the interface. And we're going to start off 96 00:05:38,770 --> 00:05:44,670 with the contactless experience. Basically what happened is, because of 97 00:05:45,010 --> 00:05:48,050 COVID we went from an in- person, person- to- person 98 00:05:48,050 --> 00:05:52,650 type of engagement and interaction to these contactless experiences. And 99 00:05:52,650 --> 00:05:56,070 it's everything from contactless product delivery, to payment, to product 100 00:05:56,070 --> 00:05:59,450 pickup. All kinds of different things, and the whole reason 101 00:05:59,450 --> 00:06:03,330 behind that was because it made consumers and customers feel 102 00:06:03,330 --> 00:06:06,900 safer. Now, in my experience, one of the more interesting 103 00:06:06,900 --> 00:06:10,040 ones to watch was Best Buy. Before, you used to 104 00:06:10,040 --> 00:06:12,210 go into the showroom, you'd look around, there'd be stuff 105 00:06:12,210 --> 00:06:14,580 in there, lots of people in there looking at everything 106 00:06:14,580 --> 00:06:18,330 from refrigerators, to new iPhones, to new computers. In the 107 00:06:18,380 --> 00:06:21,740 pandemic, actually Best Buy was well- positioned to deal with 108 00:06:21,740 --> 00:06:25,180 this transformation, and just a few months in they'd already 109 00:06:25,180 --> 00:06:28,150 switched over to the ability to do curbside pickup, order 110 00:06:28,150 --> 00:06:31,840 online, look into their supply chain. What we found is 111 00:06:32,010 --> 00:06:37,870 that, with customers, 38% of them said during our surveys 112 00:06:38,180 --> 00:06:44,890 that contactless experiences make them feel a lot safer, or 113 00:06:44,890 --> 00:06:50,700 much safer. What kind of contactless experiences? Specifically, contactless product 114 00:06:50,700 --> 00:06:54,920 delivery. That was the most preferred contactless approach. So everything 115 00:06:54,920 --> 00:06:58,930 from DoorDash to something coming from Amazon. But right up 116 00:06:58,930 --> 00:07:03,330 there was contactless payment, product pick up, check- in, customer 117 00:07:03,330 --> 00:07:06,970 service, and no- signature checkout. But that was just the 118 00:07:06,970 --> 00:07:09,530 start. That was just the first crack that we saw. 119 00:07:10,810 --> 00:07:14,040 But how does this actually manifest in the world it 120 00:07:14,040 --> 00:07:16,850 is that we're dealing with today? And probably the best 121 00:07:16,850 --> 00:07:19,300 example we have out there is actually grocery pick up. 122 00:07:21,380 --> 00:07:26,810 30. 5, almost 31% of consumers said they would like 123 00:07:26,810 --> 00:07:33,130 curbside pick up to continue. Not really unexpected because by 124 00:07:33,140 --> 00:07:38,110 2023, IDC expects 75% of grocery e- commerce orders will be 125 00:07:38,110 --> 00:07:41,290 picked up curbside or in- store at a special type 126 00:07:41,290 --> 00:07:45,550 of kiosk, driving a 35% increase in investment in on- 127 00:07:45,550 --> 00:07:49,330 site or nearby micro- fulfillment centers to meet that need 128 00:07:49,380 --> 00:07:54,120 of the customer. We talked a little bit about contactless 129 00:07:54,120 --> 00:07:58,650 experience, what's the next one? Well, that's customer automation and 130 00:07:58,650 --> 00:08:01,610 self- service. That's one of the things that grew fairly 131 00:08:01,610 --> 00:08:06,340 quickly during the whole pandemic, is customer automation and self- 132 00:08:06,350 --> 00:08:09,450 service. How do customers take care of things themselves? How 133 00:08:09,450 --> 00:08:12,170 do they actually, instead of going into a store or 134 00:08:12,170 --> 00:08:14,730 going into a location somewhere, how are they able to 135 00:08:14,730 --> 00:08:21,370 do it digitally, online, and move that forward? And so, 136 00:08:21,370 --> 00:08:25,370 what we found is that, during COVID- 19 and the 137 00:08:25,370 --> 00:08:28,770 pandemic, there were a lot of increases in adoption around 138 00:08:28,770 --> 00:08:33,190 the usage and adoption of automated self- service technologies. So 139 00:08:33,190 --> 00:08:36,650 for example, the use of telemedicine, first- time use of 140 00:08:36,960 --> 00:08:43,190 telemedicine, was up 28. 2%. Video calls, Zoom calls, Teams 141 00:08:43,190 --> 00:08:48,470 calls, WebEx calls went up 26.2%. Mobile ordering went up 142 00:08:48,510 --> 00:08:52,700 20. 5%, people actually ordering things on their phone. Everything 143 00:08:52,700 --> 00:08:56,970 from Amazon to, say Chipotle or Chic- Fil-A. But that 144 00:08:56,970 --> 00:09:01,420 wasn't just it. What's also increased is that push towards 145 00:09:01,420 --> 00:09:06,630 mobile apps and how we do automated and self- service 146 00:09:06,680 --> 00:09:11,530 through mobile apps. In fact, mobile applications, their usage of 147 00:09:11,530 --> 00:09:16,360 by consumers and customers went up almost 36%. Mobile ordering 148 00:09:16,360 --> 00:09:21,790 was up 27. 5% previously. Mobile payments, and this is 149 00:09:21,790 --> 00:09:25,540 one of the really interesting ones, between that and alternative payments, mobile 150 00:09:25,630 --> 00:09:30,000 payments was up 18%. Alternative payments, using things like PayPal, 151 00:09:30,000 --> 00:09:35,990 Venmo, things like that, was up almost 23%. So first 152 00:09:35,990 --> 00:09:39,500 of all, we saw the digital transformation around contactless experiences. 153 00:09:39,630 --> 00:09:42,750 And then we see this move into customer support and 154 00:09:42,750 --> 00:09:45,880 self- service, all being automated and again, in a lot 155 00:09:45,880 --> 00:09:50,550 of ways, contactless. So how has this manifested out into 156 00:09:50,550 --> 00:09:54,720 the world? Well specifically when you talk about telemedicine, this 157 00:09:54,720 --> 00:09:57,130 is probably one of the biggest changes because with healthcare, 158 00:09:57,410 --> 00:09:59,910 a lot of that is that personal interaction back and 159 00:09:59,910 --> 00:10:04,360 forth with the doctor or other healthcare provider, and IDC 160 00:10:04,360 --> 00:10:09,100 believes that telemedicine is here to stay just because it's 161 00:10:09,100 --> 00:10:11,700 a simpler and easier way to interact and engage with 162 00:10:11,700 --> 00:10:16,080 your healthcare providers. For example, one of my children goes 163 00:10:16,080 --> 00:10:18,640 and sees a speech therapist and it used to be 164 00:10:18,640 --> 00:10:23,160 this was all done in person. Now what happens is 165 00:10:23,160 --> 00:10:26,390 that he has a weekly appointment with his speech therapist 166 00:10:26,570 --> 00:10:29,830 through Zoom and they're able to interact and engage, and the 167 00:10:29,830 --> 00:10:31,630 audio and the video is good enough that they can 168 00:10:31,630 --> 00:10:35,050 actually make those necessary changes and teach him what it 169 00:10:35,050 --> 00:10:38,590 is he needs to adapt to his speech therapy. So, 170 00:10:38,780 --> 00:10:40,880 telemedicine is one of those things that are here to 171 00:10:41,750 --> 00:10:46,010 stay, and IDC believes by 2023, providers and life science companies 172 00:10:46,010 --> 00:10:51,740 will increase spending by 70% on health technologies, specifically those 173 00:10:51,740 --> 00:10:55,600 health telemedicine type technologies. So we continue to move that 174 00:10:55,790 --> 00:11:01,470 forward. Now we've talked about contactless experiences, we've talked about 175 00:11:01,470 --> 00:11:06,130 the consumer automation. Lastly, it's really the applications become the 176 00:11:06,190 --> 00:11:09,170 primary interface for how we interact and engage with the 177 00:11:09,170 --> 00:11:14,820 world. With COVID- 19, it introduced a whole lot of new 178 00:11:14,820 --> 00:11:17,150 task apps that we've never had on our phones before. 179 00:11:17,330 --> 00:11:20,290 We're used to having things like email, we're used to 180 00:11:20,290 --> 00:11:25,690 having maybe FaceTime. Maybe you're checking Facebook or doing doomscrolling 181 00:11:25,740 --> 00:11:29,970 on TikTok or maybe Instagram. But the fact of the 182 00:11:29,970 --> 00:11:32,330 matter is that we have a lot of new apps 183 00:11:32,330 --> 00:11:36,130 that were task- oriented that were introduced during COVID- 19. 184 00:11:36,510 --> 00:11:39,350 Probably the biggest one introduced, obviously, was the COVID incident 185 00:11:39,350 --> 00:11:43,410 management applications and symptom tracking. But the fascinating thing is, 186 00:11:43,410 --> 00:11:45,810 as we get through the pandemic, those are going to 187 00:11:45,810 --> 00:11:48,420 drop away but what's going to stay in place? The 188 00:11:48,420 --> 00:11:53,840 workplace safety applications, the curbside pickup applications, and the office 189 00:11:53,840 --> 00:11:57,420 space utilization applications. You're going to see a whole lot 190 00:11:57,420 --> 00:12:00,540 more new applications that lay out how it is we 191 00:12:00,550 --> 00:12:04,640 interact and engage, both with other employees and with customers 192 00:12:04,690 --> 00:12:07,840 and consumers as they're out there. So this is the 193 00:12:07,840 --> 00:12:10,040 new world that we're dealing with. A lot of this 194 00:12:10,040 --> 00:12:15,400 is going to be happening through those mobile devices. In 195 00:12:15,400 --> 00:12:18,420 fact, probably one of the best examples that I can give 196 00:12:18,420 --> 00:12:22,310 during this whole process was the whole food delivery. One 197 00:12:22,310 --> 00:12:25,470 of the fabulous things about being home now, when I 198 00:12:25,470 --> 00:12:26,850 used to travel so much, is that I had a 199 00:12:26,850 --> 00:12:31,560 number of dollars stashed up in Uber Cash. And so, 200 00:12:31,560 --> 00:12:33,590 it was fun when my kids were home from school 201 00:12:33,590 --> 00:12:35,080 that they would come in and they would say, " Okay, 202 00:12:35,080 --> 00:12:38,530 he Dad, can we order Uber Eats using the money 203 00:12:38,530 --> 00:12:41,400 you have on your Uber app?" And that was kind 204 00:12:41,400 --> 00:12:43,270 of cool for a couple of times. After the third 205 00:12:43,270 --> 00:12:45,020 time, it's like, " No, you can go downstairs and make 206 00:12:45,020 --> 00:12:47,460 yourself a PB& J. But the fact of the matter 207 00:12:47,460 --> 00:12:50,930 is that food delivery is not going away. It's something 208 00:12:51,140 --> 00:12:55,130 to stay. And it's going to increase for restaurants and 209 00:12:55,130 --> 00:12:58,120 eats into their profits just as a way to be 210 00:12:58,120 --> 00:13:02,750 able to survive. 31% of consumers would like home delivery 211 00:13:02,750 --> 00:13:06,470 of goods to continue. And honestly, I think this is 212 00:13:06,470 --> 00:13:08,390 going to grow. I don't know how many of you 213 00:13:08,390 --> 00:13:10,730 remember the old Peapod and places like that where they 214 00:13:10,730 --> 00:13:14,170 would actually deliver groceries. This is going to grow even 215 00:13:14,170 --> 00:13:18,830 more. In fact, IDC believes by 2023, 30% of restaurants 216 00:13:18,830 --> 00:13:23,440 using third party delivery platforms will deploy native delivery options 217 00:13:23,440 --> 00:13:25,640 to eliminate that third party feed because they want to 218 00:13:25,640 --> 00:13:28,460 retain that money. What that means is that they're using 219 00:13:28,460 --> 00:13:32,700 technology to continue to build up their baseline revenue in 220 00:13:32,700 --> 00:13:34,590 this new type of world it is that we're dealing 221 00:13:34,590 --> 00:13:39,660 with. So, if you work in technology, if you're CIO, 222 00:13:39,660 --> 00:13:44,400 a CTO, a CMO, what does this mean for you? Well, here's 223 00:13:44,400 --> 00:13:48,650 what it means for you. CX is now becoming urgent 224 00:13:48,660 --> 00:13:52,290 for the C- Suite. IDC does a lot of research, 225 00:13:52,290 --> 00:13:55,760 we take a lot of surveys, and back in January 226 00:13:56,490 --> 00:14:00,160 or February we surveyed what we call our future enterprise 227 00:14:00,160 --> 00:14:05,010 survey. And we had CxO type officers outline where the 228 00:14:05,190 --> 00:14:08,390 primary priorities were for the C- Suite in their companies. 229 00:14:09,040 --> 00:14:12,940 And customer experience was down number eight because there's so 230 00:14:12,940 --> 00:14:15,820 many other things that are going on out there. And 231 00:14:16,140 --> 00:14:19,240 most companies honestly believe that they can always find another 232 00:14:19,240 --> 00:14:23,740 customer. What we found is that with the pandemic, customer 233 00:14:23,740 --> 00:14:27,220 experience went from number eight to number two, and it 234 00:14:27,770 --> 00:14:30,660 remained in one of the top three slots every month 235 00:14:30,660 --> 00:14:34,040 for the rest of the year. This is where the 236 00:14:34,040 --> 00:14:38,890 priority was. Customer experience become a top priority because companies 237 00:14:38,890 --> 00:14:42,810 realize that without a customer, they didn't have a company. 238 00:14:44,540 --> 00:14:48,020 So what are the challenges to driving a differentiated experience? 239 00:14:49,950 --> 00:14:52,790 Again, from our survey, the biggest challenge out there is 240 00:14:52,790 --> 00:14:55,610 that cross- channel experience. How do you move from a 241 00:14:55,610 --> 00:14:58,080 mobile device to a website to an in- person, and 242 00:14:58,080 --> 00:15:01,660 maybe back to a mobile device? 69% of our respondents 243 00:15:01,660 --> 00:15:04,330 said that was the number- one thing they were challenged 244 00:15:04,330 --> 00:15:07,600 with. The number two was how do you switch, in 245 00:15:07,600 --> 00:15:11,610 a pandemic environment, into a customer- centric organization? What does 246 00:15:11,610 --> 00:15:15,330 it take and how do you move that forward? Third 247 00:15:15,330 --> 00:15:20,410 was tying that improvement in customer experience to revenue, and 248 00:15:20,410 --> 00:15:24,480 that's absolutely critical because if you can't prove the revenue, 249 00:15:24,750 --> 00:15:28,470 then you can't prove the value of the experience. And 250 00:15:28,470 --> 00:15:30,750 the last one, all the way down at 38% was 251 00:15:30,750 --> 00:15:33,420 integrated the customer data. Now I'll just tell you from 252 00:15:33,420 --> 00:15:35,640 experience, you're going to see this one rise because this 253 00:15:35,640 --> 00:15:38,860 is the lifeblood of customer experience. If you look at 254 00:15:38,860 --> 00:15:42,180 the work that Genesys and Adobe do, this is really 255 00:15:42,180 --> 00:15:45,850 the lifeblood. The customer data, moving that customer data around 256 00:15:46,090 --> 00:15:48,510 and being able to drive all of the intelligence and 257 00:15:48,510 --> 00:15:52,050 analytics, and therefore the better experience that they're able to 258 00:15:52,050 --> 00:15:55,610 provide. So, when you think about where this goes in 259 00:15:55,610 --> 00:15:58,920 the future, think about starting with the customer at the 260 00:15:58,920 --> 00:16:01,660 center. This is where the future is going to be 261 00:16:01,660 --> 00:16:04,070 and this is how companies like Adobe and Genesys are 262 00:16:04,070 --> 00:16:06,900 pulling this together. Customers at the center, and they want 263 00:16:06,900 --> 00:16:09,800 four things. They want a conversation with the brand, they 264 00:16:09,800 --> 00:16:13,410 want a clear customer journey, they want a good experience, 265 00:16:13,450 --> 00:16:16,190 and they want satisfaction and being able to express that 266 00:16:16,190 --> 00:16:19,880 satisfaction. So really, what it comes down to is an 267 00:16:19,880 --> 00:16:24,160 empathetic relationship between customers and brands built upon what the 268 00:16:24,160 --> 00:16:27,570 customer wants and how they want to be treated. But 269 00:16:27,570 --> 00:16:31,420 that's just the beginning because this all happens through this 270 00:16:31,420 --> 00:16:36,780 lens of technology. And it's this technology around awareness, engaging, 271 00:16:37,080 --> 00:16:42,210 learning and measuring. Every customer engagement now happens through a 272 00:16:42,210 --> 00:16:47,590 lens of technology, and that's the critical piece here. Lastly, 273 00:16:48,990 --> 00:16:52,260 you've got the customer, you've got the technology. It has 274 00:16:52,260 --> 00:16:57,400 to drive business outcomes that drives empathy at scale. That's 275 00:16:57,400 --> 00:17:00,810 really where the future is now, is empathy at scale. 276 00:17:00,870 --> 00:17:02,860 And that's what technology is driving, and that's what that 277 00:17:02,860 --> 00:17:05,920 relationship with the customer is all about. So this is what 278 00:17:05,920 --> 00:17:08,070 I'd like to leave you with because this is what 279 00:17:08,070 --> 00:17:13,290 it means. The customer experience of today and tomorrow is 280 00:17:13,290 --> 00:17:19,870 all about awareness. It's about engagement. It's about learning. It's 281 00:17:19,870 --> 00:17:25,140 about measurement. And it's about data. And these, together, are 282 00:17:25,150 --> 00:17:28,570 what drive empathy at scale, and all this happens through 283 00:17:28,570 --> 00:17:31,750 the lens of technology. Now I'd like to turn it 284 00:17:31,750 --> 00:17:34,760 over to my colleagues and let them take this forward 285 00:17:34,760 --> 00:17:39,310 from here. Great. Thank you very much, Alan. A lot 286 00:17:39,310 --> 00:17:42,640 of good information. We'd like to learn a little bit 287 00:17:42,640 --> 00:17:46,700 more about your specific CX challenges before Sridhar and I 288 00:17:46,960 --> 00:17:52,950 start talking about the Adobe Genesys partnership and integrations. So 289 00:17:53,200 --> 00:17:56,980 we have a question here and a few options. What 290 00:17:56,980 --> 00:18:01,040 are your CX challenges in the new digital world? One, 291 00:18:01,100 --> 00:18:05,610 improve customer retention/ loyalty, reduce churn. That's probably pretty important. 292 00:18:06,040 --> 00:18:13,280 Personalize the experiences to impact very specific KPIs. CSAT, increase 293 00:18:13,280 --> 00:18:17,130 revenue, increase lead velocity, and for those contact center people 294 00:18:17,130 --> 00:18:20,920 out there, first call resolution, average handle time. Are those 295 00:18:20,920 --> 00:18:25,710 important KPIs? Are you focused on reducing the call interaction 296 00:18:25,710 --> 00:18:30,310 volume through automation, using bots or chats rather than calls? 297 00:18:31,030 --> 00:18:33,920 And do you have commitments to your customers, whether they're 298 00:18:33,920 --> 00:18:39,130 internal within your organization or to external customers, to meet 299 00:18:39,130 --> 00:18:44,070 service level agreements? So, let's take a look at the 300 00:18:44,120 --> 00:18:54,030 results. So, reducing call interaction volume. That's pretty interesting, that's 301 00:18:55,060 --> 00:18:58,900 very good. So, as Alan was describing, the increase of 302 00:18:59,270 --> 00:19:02,950 volume of interactions going up, being able to handle those 303 00:19:03,010 --> 00:19:12,860 using AI. And second, these KPI metrics or specific revenue 304 00:19:12,860 --> 00:19:17,300 and lead velocity metrics, they're pretty important as well. And 305 00:19:17,680 --> 00:19:21,990 reducing churn, increasing loyalty. And then finally, meeting your service 306 00:19:21,990 --> 00:19:30,070 level agreements. Great. All right, so as I mentioned, we're 307 00:19:30,070 --> 00:19:35,200 here to talk about a new strategic partnership between Genesys 308 00:19:35,200 --> 00:19:39,700 and Adobe, a very exciting partnership. We'll describe what that 309 00:19:39,700 --> 00:19:43,440 partnership is, talk about the integrations between our two platforms, 310 00:19:43,690 --> 00:19:46,720 and then we're going to give you a demonstration that actually shows you 311 00:19:47,030 --> 00:19:51,770 how we break down these silos between marketing, commerce, sales 312 00:19:51,770 --> 00:19:56,150 and service across the entire customer life cycle, customer journey, 313 00:19:56,660 --> 00:20:00,620 to utilize the data that exists, the behaviors that occur, 314 00:20:01,290 --> 00:20:05,040 so we can link the marketing profiles with contact history 315 00:20:05,480 --> 00:20:10,980 for real- time engagement. And the goal is to allow 316 00:20:10,980 --> 00:20:14,610 you to see and know more about your customers, personalize 317 00:20:14,610 --> 00:20:18,950 better, and engage smarter and faster to achieve some of 318 00:20:19,100 --> 00:20:24,460 those KPIs that we were just talking about. And another 319 00:20:24,470 --> 00:20:27,500 way to look at this is we're leveraging each other's 320 00:20:27,500 --> 00:20:33,250 strengths, Adobe and Genesys. Genesys is a contact center platform, 321 00:20:33,430 --> 00:20:38,530 customer experience platform, focused on real- time engagement. Most of 322 00:20:38,530 --> 00:20:41,850 the engagement is one- to- one between an agent or 323 00:20:41,850 --> 00:20:46,100 an employee and a customer, and a marketing or digital 324 00:20:46,100 --> 00:20:49,760 experience platform from Adobe, they're focused on communicating one- to- 325 00:20:49,760 --> 00:20:55,120 many, as marketeers do. And we want to leverage the 326 00:20:55,120 --> 00:20:58,020 data that exists in the contact center and all of 327 00:20:58,020 --> 00:21:00,160 the other connection points that we have in the contact 328 00:21:00,160 --> 00:21:05,840 center, with the data and marketing technology stack that exists 329 00:21:06,180 --> 00:21:10,920 in the sales and marketing part of the organization to 330 00:21:11,030 --> 00:21:16,960 develop this single unified view so we have better conversations, 331 00:21:17,150 --> 00:21:22,600 as Alan was describing, clearer journeys, and good experiences for 332 00:21:22,600 --> 00:21:25,970 the customer in context. So we're engaging at the right 333 00:21:25,970 --> 00:21:29,930 moments with the right information to make the employees smarter, 334 00:21:30,090 --> 00:21:34,060 the customers happier, and the outcomes better so that those 335 00:21:34,060 --> 00:21:39,520 customers are satisfied. So Alan was describing the trends that 336 00:21:39,800 --> 00:21:42,650 he's seen in the COVID world. Let's hear a little 337 00:21:42,650 --> 00:21:46,500 bit from Sridhar about the trends that Adobe is seeing. 338 00:21:49,980 --> 00:21:54,380 Sridhar? Thank you, Dan. And like Alan was pointing out, 339 00:21:54,530 --> 00:21:58,620 in this COVID and post- COVID era, with cashless payments 340 00:21:58,670 --> 00:22:05,430 or contactless experiences, one of the key motivators for customers and businesses, 341 00:22:06,370 --> 00:22:09,470 we find ourselves to be in a very fortunate position 342 00:22:09,510 --> 00:22:11,990 to be the nexus of many of these micro trends. 343 00:22:12,300 --> 00:22:14,010 I'm not going to go through all of them but I'll 344 00:22:14,010 --> 00:22:16,430 just pick a few of them which actually might resonate 345 00:22:16,430 --> 00:22:19,210 with you. The first one is, this is actually the 346 00:22:19,210 --> 00:22:22,740 golden age of design and creativity. So design is actually 347 00:22:22,820 --> 00:22:26,690 competitive advantage for businesses, large and small. How they present 348 00:22:26,690 --> 00:22:29,720 themselves, how they make things easier for customers to interact 349 00:22:29,720 --> 00:22:32,880 with, as well as how they use technology as a 350 00:22:32,880 --> 00:22:37,710 canvas for exploring new areas, whether it is voice, or 351 00:22:37,710 --> 00:22:41,870 VR, AR, or artificial intelligence, things like that. The second 352 00:22:41,870 --> 00:22:46,770 one is, technology is actually reshaping productivity. So documents continue 353 00:22:47,030 --> 00:22:49,750 to still be the core of how people work, so if we look 354 00:22:49,750 --> 00:22:53,510 at realtors, if we look at any major business, they are moving 355 00:22:54,490 --> 00:22:58,250 non- paper artifact whether it is using Adobe Sign or 356 00:22:58,250 --> 00:23:03,110 any other mechanism of creating via the web or email 357 00:23:03,210 --> 00:23:04,960 without having to actually having to pick up a paper and 358 00:23:04,960 --> 00:23:08,260 sign the paper. The third one is around how experiences 359 00:23:08,260 --> 00:23:12,270 matter more now than ever. The first one is customers will 360 00:23:12,270 --> 00:23:15,990 need to know and anticipate what their customers will want 361 00:23:15,990 --> 00:23:19,320 from them, and why they are contacting them in the first place. 362 00:23:19,660 --> 00:23:22,980 And second one is the data itself. The more data 363 00:23:23,060 --> 00:23:26,150 which they collect today becomes a mandate of how they're 364 00:23:26,150 --> 00:23:28,590 going to protect the data, as well as being transparent 365 00:23:28,710 --> 00:23:31,460 about how they are going to use this data. And 366 00:23:31,460 --> 00:23:39,310 all these trends are all by artificial intelligence and machine 367 00:23:39,310 --> 00:23:45,750 learning. They accelerate these trends. Speaking about Adobe, what Adobe 368 00:23:45,750 --> 00:23:50,730 does, Adobe was founded in 1982 and since then, from 369 00:23:50,730 --> 00:23:54,640 the beginning, setting the standard for digital experiences has been 370 00:23:54,640 --> 00:23:58,000 one of the prime goals or motivation factors for us. At Adobe, 371 00:23:59,240 --> 00:24:03,010 our mission is to change the world through digital experiences. So, 372 00:24:03,010 --> 00:24:05,290 from the moment you wake up in the morning until 373 00:24:05,290 --> 00:24:07,430 you go to bed at night are the media you 374 00:24:07,430 --> 00:24:11,070 consume, the content that you see on your mobile phone, 375 00:24:11,070 --> 00:24:14,730 or the websites you browse through, or the apps that you use, at some 376 00:24:14,730 --> 00:24:17,360 point they all actually have some sort of connectivity or 377 00:24:17,810 --> 00:24:21,520 touched by Adobe technology, whether it is the creations that you 378 00:24:21,520 --> 00:24:25,570 see done via Photoshop or Illustrator, or whether it is 379 00:24:25,570 --> 00:24:28,640 the pages that are delivered via the Experience Manager or 380 00:24:28,640 --> 00:24:32,360 the personal Adobe Target, there is always some sort of 381 00:24:32,470 --> 00:24:35,000 Adobe's presence in the gadgets that you use, as well 382 00:24:35,000 --> 00:24:40,870 as the content that we consume today. At its essence, Adobe 383 00:24:40,870 --> 00:24:45,050 gives everyone, from emerging artists to global grants, everything they 384 00:24:45,050 --> 00:24:50,080 need to design and deliver exceptional digital experiences. I would 385 00:24:50,080 --> 00:24:57,310 like to walk through how we see current technology landscape 386 00:24:57,430 --> 00:25:04,130 in this specific era. So, coming to strategy, right? So, 387 00:25:04,130 --> 00:25:07,820 originally Adobe was known as a company that deals with 388 00:25:07,910 --> 00:25:12,100 creating creative tools that will help creators, designers, whether it 389 00:25:12,100 --> 00:25:16,250 is creating a nice image in Photoshop or to create 390 00:25:16,250 --> 00:25:21,540 banners or content within Acrobat, or InDesign, or Dreamweaver. Over the 391 00:25:21,540 --> 00:25:25,520 last decade or so, we have been slowly merging both the creative 392 00:25:25,520 --> 00:25:28,490 business as well as the marketing business, so all the 393 00:25:28,490 --> 00:25:32,770 creative artifacts that are developed by these creator people will 394 00:25:32,770 --> 00:25:35,070 need to get into the consumer's hands. Whether it is 395 00:25:35,070 --> 00:25:37,890 via web or whether it is via print media. So 396 00:25:37,890 --> 00:25:41,820 we do all that, so within the marketing business, we 397 00:25:41,820 --> 00:25:45,730 have our Experience Manager for edge delivery, we have analytics 398 00:25:45,730 --> 00:25:49,460 to get insights of what is currently being viewed, what 399 00:25:49,460 --> 00:25:52,370 customers like, what they don't like, where they currently need. 400 00:25:53,020 --> 00:25:57,230 And then we also provide targeting campaigns and other via 401 00:25:57,230 --> 00:26:00,210 marketing cloud products. And then, like I said earlier, the 402 00:26:00,210 --> 00:26:03,660 move from paper to print, or paper to digital, that 403 00:26:03,660 --> 00:26:06,110 transformation has also been happening for quite some time now. 404 00:26:06,850 --> 00:26:09,880 We have Adobe Sign as well as we also have Acrobat, 405 00:26:10,770 --> 00:26:16,520 which in that aspect. Great, so we've heard a bit 406 00:26:16,520 --> 00:26:20,690 about Adobe strategy. Oops, let me back up here. Adobe 407 00:26:20,690 --> 00:26:25,550 strategy, and I'll highlight how Adobe strategy and the Genesys 408 00:26:25,550 --> 00:26:29,430 strategy are very complementary. We've been around a long time 409 00:26:29,430 --> 00:26:32,750 as well, 30 years, and we have many of the 410 00:26:32,750 --> 00:26:36,990 same customers. We are listing some very recognizable brands here 411 00:26:36,990 --> 00:26:39,980 and large companies, but I want to emphasize that we 412 00:26:39,980 --> 00:26:46,310 also have customers in the small, medium, large business category, 413 00:26:46,310 --> 00:26:51,790 not just enterprise customers. And many of these customers are 414 00:26:51,810 --> 00:26:55,340 very large, and they have many, many agents interacting with, 415 00:26:55,340 --> 00:26:59,850 and customers, which results in a great deal of data 416 00:27:00,010 --> 00:27:04,570 that is derived from the massive amount of interactions that 417 00:27:04,570 --> 00:27:09,020 are occurring on a daily basis. So, we are utilizing 418 00:27:09,080 --> 00:27:16,890 that data to become smarter and to optimize the customer 419 00:27:16,890 --> 00:27:25,610 experience. And leveraging the customer service tech stack, the agents, 420 00:27:25,830 --> 00:27:28,620 and users of the platform on the left side of 421 00:27:28,620 --> 00:27:33,360 the wall. And we're also leveraging now with the partnership 422 00:27:33,360 --> 00:27:39,270 by breaking down that wall to leverage the data and 423 00:27:39,270 --> 00:27:43,730 the insights that exist from the Adobe platform. So we'll 424 00:27:43,730 --> 00:27:48,320 know things like which campaigns appealed to a customer who 425 00:27:48,320 --> 00:27:52,150 might be calling in for support. And we can leverage 426 00:27:52,150 --> 00:27:57,560 that to eliminate a disjointed customer experience. Many times we 427 00:27:57,560 --> 00:28:05,510 think of receiving emails and information from businesses via one 428 00:28:06,270 --> 00:28:12,700 channel and one experience, but as a consumer, we shop, 429 00:28:12,840 --> 00:28:16,580 we buy, and we get customer care and we do 430 00:28:16,580 --> 00:28:20,190 that with the business. And we want to make sure 431 00:28:20,190 --> 00:28:27,560 that, as consumers, we have this very tightly integrated experience. 432 00:28:27,780 --> 00:28:32,080 And, as you highlighted in the survey question, one of 433 00:28:32,080 --> 00:28:36,530 your challenges to eliminate these disjointed experiences. And you also 434 00:28:36,530 --> 00:28:40,040 want to deliver what the customer needs. Products that they 435 00:28:40,040 --> 00:28:44,710 need, services that they need, to increase the value that 436 00:28:44,710 --> 00:28:49,660 you're receiving and delivering to those customers. And again, leveraging 437 00:28:49,660 --> 00:28:53,140 the data and the technology on both sides of that 438 00:28:53,140 --> 00:28:57,910 wall, we can fulfill the brand promise that's often made 439 00:28:57,910 --> 00:29:00,690 by the marketing side of the house but the customer 440 00:29:00,690 --> 00:29:03,770 care and the people that are engaging in real- time 441 00:29:04,280 --> 00:29:06,790 are often the people who have to deliver on that 442 00:29:07,170 --> 00:29:10,070 brand promise, to show the customer that we know them, 443 00:29:10,310 --> 00:29:13,650 to demonstrate that we value the information that they've shared. 444 00:29:13,880 --> 00:29:18,370 And we've been paying attention to these interactions so that 445 00:29:18,370 --> 00:29:22,240 we can know the best ways, the best moments, to 446 00:29:22,240 --> 00:29:25,920 engage. And this is really the essence of what we 447 00:29:25,920 --> 00:29:30,720 call experience as a service. There are many companies that 448 00:29:30,720 --> 00:29:34,560 we interact with, we categorize them here as the companies 449 00:29:34,560 --> 00:29:38,660 you swear at, right? Where you've been invited to their 450 00:29:38,660 --> 00:29:41,940 business and you call them and the first thing they 451 00:29:41,940 --> 00:29:44,240 do is ask you questions as if they don't know 452 00:29:44,240 --> 00:29:48,910 who you are. Who are you, and why are you calling? It's like inviting 453 00:29:48,910 --> 00:29:51,820 somebody over to your house for dinner, and you open 454 00:29:51,820 --> 00:29:54,760 the door and you say, " Who are you and why 455 00:29:54,760 --> 00:29:59,740 are you here?" So, being able to understand the invitations, 456 00:29:59,740 --> 00:30:02,870 the marketing campaigns, that are driving people to your business, 457 00:30:03,130 --> 00:30:06,110 either to your website or to your call center over 458 00:30:06,110 --> 00:30:10,020 the phone, we want to make sure that we are 459 00:30:10,320 --> 00:30:13,620 aware of the entire customer life cycle so that we 460 00:30:13,620 --> 00:30:18,810 can deliver these empathetic experiences, what we call experiences as 461 00:30:18,810 --> 00:30:25,610 a service. The essence of empathy is paying attention. Observing, 462 00:30:25,710 --> 00:30:31,730 listening and understanding, and then remembering in context. When somebody 463 00:30:31,840 --> 00:30:36,330 is engaging with your business, they don't necessarily follow a 464 00:30:36,380 --> 00:30:42,860 linear path from shopping, buying, et cetera. There is a 465 00:30:42,860 --> 00:30:46,770 lot of contextual changes. You may make a purchase and 466 00:30:46,770 --> 00:30:50,830 then you may have a support question. Or you may 467 00:30:50,830 --> 00:30:54,830 want to return a product. So being aware of what 468 00:30:54,830 --> 00:30:58,580 has happened across the entire customer life cycle is going 469 00:30:58,580 --> 00:31:02,780 to help you respond efficiently and in a way that 470 00:31:02,780 --> 00:31:06,500 shows the customer that you really value the information that 471 00:31:06,550 --> 00:31:10,160 they have shared with you. So Sridhar, maybe you could 472 00:31:10,160 --> 00:31:12,990 talk a little bit about the underlying technology and how 473 00:31:12,990 --> 00:31:18,260 we deliver this together. Sure, thank you. So, for the 474 00:31:18,260 --> 00:31:21,850 experience as a business, what we currently want to push here 475 00:31:22,110 --> 00:31:25,250 with this particular Genesys partnership is our Adobe Experience Cloud 476 00:31:25,250 --> 00:31:28,760 Solution that we are working to pair with Genesys. Adobe Experience 477 00:31:28,760 --> 00:31:33,570 Cloud is the industry's most comprehensive solution for marketing, advertising, 478 00:31:33,630 --> 00:31:38,290 analytics and commerce, serving both B to C or B 479 00:31:38,290 --> 00:31:43,070 to B customers. Experience Cloud allows you to deliver exceptional experiences 480 00:31:43,070 --> 00:31:47,660 from creation all the way through to monetization, acquisition, retention, 481 00:31:47,660 --> 00:31:52,330 and even renewal of existing services that the brands might 482 00:31:52,330 --> 00:31:55,130 want to give to their customers. And at the core 483 00:31:55,340 --> 00:31:58,430 of the Experience Cloud, we have the Experience platform, which 484 00:31:58,830 --> 00:32:03,530 is our new strategic initiative for integrating with the different 485 00:32:03,580 --> 00:32:08,270 clouds versus different services, wherein we are able to pull in 486 00:32:08,270 --> 00:32:11,690 data from different parties, whether it is a customer's online 487 00:32:11,690 --> 00:32:16,710 behavior via Adobe Analytics, or information that we collect via 488 00:32:16,710 --> 00:32:21,650 different DSPs or data providers and as well as campaigns 489 00:32:21,650 --> 00:32:25,160 that sends out emails to customers, and how a customer 490 00:32:25,170 --> 00:32:29,480 reacts to a particular targeted or personalized messages. All this 491 00:32:29,480 --> 00:32:32,380 data is now in the platform, and we use machine 492 00:32:32,380 --> 00:32:37,370 learning and artificial intelligence to uncover new insights and information 493 00:32:37,370 --> 00:32:43,590 that was not previously available. At the center of this 494 00:32:43,590 --> 00:32:48,210 platform, we have something called the real-time customer profile. So, 495 00:32:48,230 --> 00:32:51,330 when I go to a particular retail store, the store 496 00:32:51,330 --> 00:32:54,820 would know me as in and buying a particular device, 497 00:32:55,100 --> 00:32:59,950 or buying a particular product. As well as when I 498 00:32:59,950 --> 00:33:04,410 go online and search for similar for what I just 499 00:33:04,410 --> 00:33:07,670 bought, or even look up support information or any sort 500 00:33:07,670 --> 00:33:10,060 of issues that I want to get resolved, I'll be 501 00:33:10,060 --> 00:33:11,950 using my email address to sign in, or I may 502 00:33:11,950 --> 00:33:14,710 be using my Facebook or my social media handles to 503 00:33:14,710 --> 00:33:18,270 connect. And this profile information is very disparate, right? So 504 00:33:18,270 --> 00:33:21,210 the way I interact with the particular brand could happen 505 00:33:21,210 --> 00:33:24,130 differently. And again, this could be happening from a mobile 506 00:33:24,130 --> 00:33:27,120 device, or from a laptop, or even in- person or 507 00:33:27,120 --> 00:33:31,730 offline, which is happening. And when we put all these 508 00:33:31,730 --> 00:33:36,010 data into one particular environment, it becomes very hard for 509 00:33:36,560 --> 00:33:38,900 analysts as well as marketers to figure out what is 510 00:33:38,900 --> 00:33:42,260 exactly happening. Why is a particular sale happening in the 511 00:33:42,260 --> 00:33:45,420 way it is happening? Or why exactly a consumer is 512 00:33:45,420 --> 00:33:47,980 not too happy with the brand? So what we are 513 00:33:47,980 --> 00:33:49,760 doing here is we are bringing in all the data 514 00:33:49,760 --> 00:33:54,330 into the platform, along with things like the customer's interaction 515 00:33:54,350 --> 00:33:58,480 at the store level, the service that is complete online, as 516 00:33:58,480 --> 00:34:00,650 well as the point of sale, as well as a 517 00:34:00,650 --> 00:34:04,280 Genesys- provided customer experience data. That could be call center 518 00:34:04,280 --> 00:34:07,660 data, could be anything that Genesys gives to the platform. And 519 00:34:07,660 --> 00:34:10,880 all this data is stitched together, and it is available at 520 00:34:10,880 --> 00:34:14,730 the edge, meaning it is available for marketers, it's available 521 00:34:14,730 --> 00:34:17,940 for call center agents, could be available for service people, 522 00:34:18,280 --> 00:34:21,130 at the edge instantaneously. Again, we are talking about less 523 00:34:21,130 --> 00:34:25,400 than a few milliseconds here. And this enables them to 524 00:34:25,400 --> 00:34:28,590 quickly interact with the person with the latest knowledge about 525 00:34:28,650 --> 00:34:31,180 what they have gone through, or what is the right 526 00:34:31,180 --> 00:34:35,560 level of interaction that they would want to come back. Empathy as 527 00:34:35,560 --> 00:34:44,830 a service. Let's take a look at how this interaction 528 00:34:44,920 --> 00:34:50,630 would work. What would the experience feel like? So, we're showing 529 00:34:50,630 --> 00:34:56,710 here a customer arriving on a website or calling into 530 00:34:56,710 --> 00:35:02,480 the contact center. And when they do that, the integrations 531 00:35:02,480 --> 00:35:06,650 we have between our platform, the Genesys platform, and the Adobe platform, 532 00:35:07,020 --> 00:35:11,140 we're able to pull data out of the Experience Cloud 533 00:35:11,140 --> 00:35:17,650 platform, or the Adobe Experience platform, or Adobe Analytics, grab 534 00:35:17,650 --> 00:35:21,850 that information into the agent desktop in a consumable way 535 00:35:22,420 --> 00:35:26,460 to make the agent more knowledgeable about what brought the 536 00:35:26,460 --> 00:35:28,990 customer here, why are they calling us today? Why are 537 00:35:28,990 --> 00:35:33,270 they engaging? What were they doing before, during and after 538 00:35:33,270 --> 00:35:37,330 the interaction? And we can even pull product recommendations out 539 00:35:37,330 --> 00:35:41,740 so we have more relevant, contextual suggestions for the customer 540 00:35:42,000 --> 00:35:45,660 about products or services they may want to buy. And 541 00:35:45,660 --> 00:35:51,040 we can push and pull data during that interaction, and 542 00:35:51,040 --> 00:35:54,130 at the end of that interaction, to enrich the customer 543 00:35:54,130 --> 00:35:59,810 profile, to inform subsequent marketing campaigns about what the customer 544 00:35:59,810 --> 00:36:03,580 shared in that live conversation with an agent or support 545 00:36:03,580 --> 00:36:08,540 person so that at what stage that customer is in 546 00:36:08,540 --> 00:36:12,260 their buying decision. And that will inform what information to 547 00:36:12,260 --> 00:36:15,910 deliver to them to move them more efficiently, and in 548 00:36:16,040 --> 00:36:19,550 a better way, through the sales cycle, through the funnel. 549 00:36:20,240 --> 00:36:23,800 And we can also use these insights to trigger engagement 550 00:36:24,040 --> 00:36:28,040 more intelligently so you're engaging at the right moments with 551 00:36:28,040 --> 00:36:32,420 the right information to drive the best outcome. So this 552 00:36:32,940 --> 00:36:37,590 real- time exchange of data really helps to optimize the 553 00:36:37,590 --> 00:36:45,310 experience and give you this integrated picture of who that 554 00:36:45,310 --> 00:36:50,210 customer is. So, we're showing examples of customer experience data 555 00:36:50,210 --> 00:36:54,380 from the contact center, customer experience data from the various 556 00:36:55,140 --> 00:36:58,880 Adobe products that have been consolidated into the Adobe Experience 557 00:36:58,880 --> 00:37:04,560 platform to simplify and streamline the access to that data 558 00:37:04,830 --> 00:37:09,820 so that we can update the information in the moment 559 00:37:10,040 --> 00:37:15,980 and then use that during the conversation to impressionalize and 560 00:37:15,980 --> 00:37:20,120 optimize the experience for the customer. So, let me show 561 00:37:20,120 --> 00:37:27,020 you how this works by sharing my desktop. And I'm 562 00:37:27,170 --> 00:37:32,680 going to show you the solution, and I'm going to 563 00:37:32,800 --> 00:37:38,860 describe what the experience would look like with a customer 564 00:37:38,860 --> 00:37:43,980 either arriving on a website or dialing into the contact 565 00:37:43,980 --> 00:37:47,670 center. So, on the left we have a website, and 566 00:37:47,670 --> 00:37:50,530 the customer may have arrived on this website from a 567 00:37:50,530 --> 00:37:53,880 marketing campaign, or they may have just picked up the 568 00:37:53,880 --> 00:37:57,050 phone and called into the contact center. So on the 569 00:37:57,050 --> 00:38:00,150 right here, we're taking a peek under the hood of 570 00:38:00,150 --> 00:38:06,300 the Genesys platform and we're observing unknown visitors or callers, 571 00:38:06,520 --> 00:38:12,140 known visitors based upon their cookie, email, login, or recognized 572 00:38:12,140 --> 00:38:15,920 phone number. And we're connecting in the back end with 573 00:38:15,920 --> 00:38:19,300 the Adobe Experience platform and other Adobe products. So we've 574 00:38:19,300 --> 00:38:23,450 got the Genesys platform, the Adobe platform, and we're connecting 575 00:38:23,450 --> 00:38:27,160 these dots. And here we're going to view what the 576 00:38:27,160 --> 00:38:31,910 platform can see about this one unknown visitor. So, first 577 00:38:31,910 --> 00:38:34,820 I'm showing you the platform view. This is not the 578 00:38:34,820 --> 00:38:39,270 agent view. This is what the platform can see. And as this 579 00:38:39,270 --> 00:38:41,970 visitor on the left, who may have arrived from a 580 00:38:41,970 --> 00:38:46,120 marketing campaign, begins to navigate around on the site, you'll 581 00:38:46,120 --> 00:38:50,850 see that we're observing, analyzing their behavior in real- time. 582 00:38:51,140 --> 00:38:53,960 We don't know who this visitor is, they're unknown, but we 583 00:38:53,960 --> 00:38:58,420 have some demographic and technographic information that may inform us 584 00:38:58,630 --> 00:39:01,520 a bit more about how, when, and with whom to 585 00:39:01,520 --> 00:39:05,240 engage. And then we can see here, previous visits that 586 00:39:05,240 --> 00:39:07,500 may have occurred, even though this person is unknown. They 587 00:39:07,500 --> 00:39:12,230 may have, without sharing their identity, visited our site over 588 00:39:12,380 --> 00:39:16,940 the past several months. And if the customer, visitor, starts 589 00:39:16,940 --> 00:39:20,240 to do things like add items to their shopping cart, 590 00:39:21,460 --> 00:39:24,780 or they could be filling out an application, we're able 591 00:39:24,780 --> 00:39:28,620 to see that they've added items to their cart, what 592 00:39:28,620 --> 00:39:32,620 item, the dollar amount, the product category. We can track 593 00:39:32,750 --> 00:39:36,420 whether the cart value is increasing or decreasing, and we're 594 00:39:36,420 --> 00:39:41,570 making predictions about whether they're likely to make a purchase 595 00:39:41,820 --> 00:39:45,340 or fill out a lead form. These outcomes make sense 596 00:39:45,340 --> 00:39:49,560 for the G- Sol business. You would configure different outcomes. 597 00:39:49,740 --> 00:39:52,150 And once those outcomes are configured, we start to look 598 00:39:52,150 --> 00:39:55,540 at the attributes and behaviors of all those who achieve 599 00:39:55,920 --> 00:39:59,240 that outcome, and that's how we're making these predictions. So 600 00:39:59,240 --> 00:40:01,520 if this person decides they would like to log in 601 00:40:02,080 --> 00:40:05,980 and share a bit more information about themselves, maybe they've 602 00:40:05,980 --> 00:40:09,340 got stored payment information here and they'd like to log 603 00:40:09,340 --> 00:40:11,990 in so they can use that before proceeding to check 604 00:40:11,990 --> 00:40:15,900 out. Now you'll see a few things changing here. Now 605 00:40:15,900 --> 00:40:19,330 that we know who this person is, we can start 606 00:40:19,330 --> 00:40:24,330 to decide which communication options to present to the customer. 607 00:40:25,240 --> 00:40:29,950 So we've presented here a live assistance widget that shows 608 00:40:29,950 --> 00:40:33,240 me, on the left, that I can call or initiate 609 00:40:33,240 --> 00:40:38,240 a web chat. We've got some customer- initiated options. But 610 00:40:38,240 --> 00:40:41,870 if the customer proceeds here in their journey to begin 611 00:40:41,870 --> 00:40:46,310 to check out, they are wondering about this discount code. 612 00:40:46,750 --> 00:40:50,250 Maybe they search for the discount code, and they don't 613 00:40:50,250 --> 00:40:54,220 find what they're searching for. What is going to happen 614 00:40:54,220 --> 00:40:59,280 is we will proactively offer that visitor a very personalized 615 00:40:59,280 --> 00:41:04,510 tailored interaction. A chat interaction will appear that asks them, " 616 00:41:04,570 --> 00:41:08,370 Would you like a chat? You have a discount that 617 00:41:08,370 --> 00:41:11,730 applies." So again, we're leveraging the insights here, and we're 618 00:41:11,730 --> 00:41:14,120 not asking, " Hey, who are you? How can we help 619 00:41:14,120 --> 00:41:17,130 you?" We're suggesting that you may need help with your 620 00:41:17,130 --> 00:41:21,320 purchase. And when the customer accepts that interaction and starts 621 00:41:21,320 --> 00:41:25,820 to chat, we're first engaging with a chat bot. So 622 00:41:25,820 --> 00:41:29,900 the customer may ask questions about, " When can you ship?" 623 00:41:31,910 --> 00:41:35,630 And the chat bot may be able to answer this question. And 624 00:41:35,630 --> 00:41:38,370 he does. And then now, " Great, now I would like 625 00:41:38,370 --> 00:41:40,410 to talk to an agent, please, because I'd like to 626 00:41:40,410 --> 00:41:47,250 make a purchase." So when the visitor requests and agent, 627 00:41:47,490 --> 00:41:51,610 you'll see here an inbound alert notifying me that I 628 00:41:51,610 --> 00:41:56,220 have a incoming chat. So the first thing we'll see 629 00:41:56,220 --> 00:41:59,700 is, as an agent... Now before, I want to remind 630 00:41:59,700 --> 00:42:03,290 you we were just observing, analyzing, predicting all of the 631 00:42:03,290 --> 00:42:07,310 visitors and callers, whether they needed help based upon their 632 00:42:07,310 --> 00:42:10,090 behaviors and the data that we have from the Adobe 633 00:42:10,090 --> 00:42:13,750 platform combined with what we were seeing in the Genesys 634 00:42:13,750 --> 00:42:17,670 platform and what was happening on the website. But now, 635 00:42:17,670 --> 00:42:20,190 we're in an interaction and the agent, at a glance, 636 00:42:20,190 --> 00:42:24,520 can see what the bot conversation was before they were 637 00:42:24,520 --> 00:42:28,010 connected to the agent. We can see what outcomes the 638 00:42:28,010 --> 00:42:31,550 customer was likely to achieve or unlikely to achieve, what 639 00:42:31,550 --> 00:42:36,270 segments they may have matched. And we can even see 640 00:42:36,290 --> 00:42:39,670 this live behavior on the website. We can scroll down 641 00:42:39,670 --> 00:42:45,180 here and see what happened, say, six days ago. They 642 00:42:45,180 --> 00:42:47,730 placed a call. Who did they talk to? What was 643 00:42:47,730 --> 00:42:51,560 their outcome disposition? Maybe they placed an order and a 644 00:42:51,560 --> 00:42:54,950 product was shipped. So we have the ability to look 645 00:42:54,950 --> 00:42:59,970 more deeply into the customer experience across days, weeks, different 646 00:42:59,970 --> 00:43:04,550 channels, and we can observe here, in the moment, what 647 00:43:04,550 --> 00:43:08,050 the customer was searching for, what they may have in 648 00:43:08,050 --> 00:43:12,030 their shopping cart, what segments they may have matched. So 649 00:43:12,030 --> 00:43:15,890 now, I'm much more effective as an agent, much smarter, 650 00:43:15,890 --> 00:43:20,050 I can ideally be on the phone or in the 651 00:43:20,050 --> 00:43:22,120 chat in a shorter period of time. I can jump 652 00:43:22,120 --> 00:43:28,190 right to the canned responses that may be relevant to 653 00:43:28,190 --> 00:43:31,180 the customer. Probably searching for a discount code. I've got 654 00:43:31,180 --> 00:43:34,360 a discount code right here. I can pop that into 655 00:43:34,360 --> 00:43:37,410 the chat and share that with the customer. Guiding the 656 00:43:37,410 --> 00:43:40,750 customer back to their shopping cart so they can proceed 657 00:43:40,750 --> 00:43:45,580 to check out, enter that information, and achieve this outcome. 658 00:43:47,030 --> 00:43:50,140 And all this information is being updated as you see 659 00:43:50,140 --> 00:43:54,270 it in real- time and can be propagated into the 660 00:43:54,430 --> 00:43:59,700 various Adobe products, including the Adobe Experience platform so that 661 00:43:59,700 --> 00:44:04,450 we now know if a customer purchased during a chat, 662 00:44:04,640 --> 00:44:08,680 purchased over the phone, we can share that information and 663 00:44:08,680 --> 00:44:12,080 connect those dots so we have the real- time engagement 664 00:44:12,670 --> 00:44:17,000 interactions and we know how many chats or calls it 665 00:44:17,000 --> 00:44:20,870 took to help a customer achieve an outcome. That may 666 00:44:20,870 --> 00:44:26,100 inform future marketing campaigns so that we can tailor them, 667 00:44:26,320 --> 00:44:31,100 tailor the content that is guiding the customer to the 668 00:44:31,100 --> 00:44:34,620 right place so they are not calling when they can 669 00:44:34,620 --> 00:44:38,100 self- serve. They're not asking questions about information that may 670 00:44:38,100 --> 00:44:42,150 be available at their fingertips on the website. So it's 671 00:44:42,150 --> 00:44:46,850 a much more efficient way to engage, and it shows 672 00:44:46,850 --> 00:44:50,870 the customer that them, right? So we're able to take 673 00:44:50,870 --> 00:44:54,970 advantage of the data and information that's here, pulling together 674 00:44:55,210 --> 00:45:00,470 information from the Adobe platform in real- time to make 675 00:45:00,480 --> 00:45:04,990 the agents or reps smarter, the customers happier, and guide 676 00:45:04,990 --> 00:45:10,990 the customer to a better outcome. So, let's go back 677 00:45:11,070 --> 00:45:21,910 to our slides and let's review here what we've shown 678 00:45:21,910 --> 00:45:28,540 you. So, we've tied together the customer experience from marketing, 679 00:45:28,650 --> 00:45:31,960 sales and care. We leveraged all of the information that 680 00:45:31,960 --> 00:45:35,800 was there, we're much more knowledgeable about what campaigns may 681 00:45:35,800 --> 00:45:38,880 have brought the customer to the site, what things they 682 00:45:38,880 --> 00:45:42,180 were interested in, not interested in. So we could be 683 00:45:42,180 --> 00:45:45,020 much more effective at upselling and cross- selling at the 684 00:45:45,020 --> 00:45:49,240 end of that support call. We've all had these experiences 685 00:45:49,240 --> 00:45:52,740 where we call our cable or internet provider about a 686 00:45:52,740 --> 00:45:56,020 support issue, and at the end of the call they try 687 00:45:56,020 --> 00:45:59,100 to sell you something. The try to sell you the sports 688 00:45:59,100 --> 00:46:03,300 channel, or the movie channel, and you say to yourself, " 689 00:46:03,910 --> 00:46:06,930 No, I'm not interested in that. Why are you asking 690 00:46:06,930 --> 00:46:10,430 me this? You should know. Aren't you listening to me?" 691 00:46:10,830 --> 00:46:15,650 So, in this use of our integrated solutions, we're able 692 00:46:15,650 --> 00:46:18,580 to show that we are listening to the customer and 693 00:46:18,580 --> 00:46:22,100 we know what are their interests, and we can suggest 694 00:46:22,270 --> 00:46:25,830 products that they're more likely to buy, services that they're 695 00:46:25,830 --> 00:46:29,110 more likely to buy. And we can again propagate that 696 00:46:29,110 --> 00:46:34,240 information into the marketing platform for subsequent campaigns that are 697 00:46:34,240 --> 00:46:37,840 much more tailored to the interests of the customer. And it 698 00:46:37,900 --> 00:46:42,070 helps us fulfill that brand promise in showing the customers 699 00:46:42,070 --> 00:46:47,320 we value them, and we're delivering on our commitment to 700 00:46:48,410 --> 00:46:53,420 certain service levels. And we're using this information to predict 701 00:46:53,570 --> 00:46:56,880 how, when, and with whom to engage in all of 702 00:46:56,880 --> 00:47:01,330 the various channels the customer would like to use. So, 703 00:47:01,330 --> 00:47:04,330 in the digital world, if everything is just digital, things 704 00:47:04,330 --> 00:47:06,620 are easy. In the voice world, if everything is just 705 00:47:06,620 --> 00:47:10,350 voice, things are easy. But when you start communicating across 706 00:47:10,430 --> 00:47:15,010 channels, you need to blend that information in intelligent ways, 707 00:47:15,380 --> 00:47:20,270 utilize AI, and partner with vendors such as Adobe in 708 00:47:20,270 --> 00:47:26,470 strategic ways to really deliver this empathy as a service 709 00:47:26,470 --> 00:47:34,440 experience as service. So Josh, we have some time for 710 00:47:34,670 --> 00:47:38,310 Q& A, and Josh is going to moderate that. But 711 00:47:38,320 --> 00:47:40,520 we have some information here that you can take a 712 00:47:40,520 --> 00:47:45,560 look at as well. Thanks Dan. So we do have 713 00:47:45,560 --> 00:47:47,460 a few questions that have come in already. So, as 714 00:47:47,460 --> 00:47:50,570 a reminder to everybody in attendance today, to participate in 715 00:47:50,680 --> 00:47:52,640 our Q& A today just do me a favor and 716 00:47:52,640 --> 00:47:54,830 submit those questions in the Q& A window below the 717 00:47:54,830 --> 00:47:57,180 slides and we'll get through as many as we can 718 00:47:57,180 --> 00:48:01,080 with what little time we have remaining today. So first 719 00:48:01,080 --> 00:48:05,280 off, I'm going to ask this question. We'll start with 720 00:48:05,280 --> 00:48:10,190 you, Sridhar. So the question is, " How do you see 721 00:48:10,190 --> 00:48:14,300 this solution evolving next?" What is the road map, I 722 00:48:14,300 --> 00:48:18,710 suppose. Good. So the first thing we have done so 723 00:48:18,710 --> 00:48:21,950 far is to get the data from Genesys into the platform, 724 00:48:22,000 --> 00:48:25,930 and then expose the information that an agent would need 725 00:48:25,930 --> 00:48:31,080 on agent desktop via lookup services and lookup calls. Next 726 00:48:31,080 --> 00:48:33,660 in our line of work is to get this data 727 00:48:33,660 --> 00:48:36,680 and then provide some sort of analytical view back to 728 00:48:36,680 --> 00:48:41,300 Genesys. So information like how exactly the consumer, who was 729 00:48:41,300 --> 00:48:46,040 dealing with this call center agent, navigating from a page 730 00:48:46,040 --> 00:48:49,710 or from a site based on interaction. Or things like, 731 00:48:49,710 --> 00:48:59,460 what exactly is the redemption rate, and are there other products 732 00:48:59,460 --> 00:49:02,540 that he could recommend which could actually make sense as 733 00:49:02,830 --> 00:49:05,340 a subsequent discussion. Those will be the next part of 734 00:49:05,580 --> 00:49:11,650 the road map. Thank you very much. This next question 735 00:49:12,020 --> 00:49:15,760 is for you, Alan. The question is, " What can we expect 736 00:49:15,760 --> 00:49:19,870 in the way of change in a CX post- pandemic 737 00:49:19,870 --> 00:49:26,390 world?" I think the biggest thing that we can expect, and that's 738 00:49:26,390 --> 00:49:30,390 a great question, is that this digital transformation, this accelerated 739 00:49:30,390 --> 00:49:33,960 digital transformation that was forced by the pandemic, is going to 740 00:49:33,960 --> 00:49:37,760 increase. It's not going to go away. So when we look 741 00:49:37,760 --> 00:49:41,830 at the digitalization of business processes, brands, the cross- channel 742 00:49:41,830 --> 00:49:45,150 experiences, that's all going to become more critical, and the 743 00:49:45,150 --> 00:49:48,850 ability to move that data across those different channels to 744 00:49:48,850 --> 00:49:51,440 be able to give that integrated experience, which every customer 745 00:49:51,440 --> 00:49:56,830 wants, is going to be the big shift in 2021, 2022. 746 00:49:57,240 --> 00:50:00,170 So that's really what I'm looking forward to, is the 747 00:50:00,170 --> 00:50:07,300 new digital world that we'll see exposed coming out. Thank 748 00:50:07,300 --> 00:50:10,600 you very much. Dan, I'm actually going to direct this 749 00:50:10,970 --> 00:50:15,390 next question to you and Sridhar, actually. So, during your 750 00:50:15,390 --> 00:50:17,960 demo, you were showing all of the interactions that you 751 00:50:17,960 --> 00:50:19,820 were putting in from the web page and then receiving 752 00:50:19,820 --> 00:50:23,730 them on the back end. A attendee wants to know, " Is 753 00:50:23,730 --> 00:50:29,460 this using Adobe Analytics on the web page itself?" Yes. 754 00:50:29,460 --> 00:50:34,640 So, the new partnership that we've been discussing is about 755 00:50:34,640 --> 00:50:39,370 the Adobe Experience platform integration, but we also integrate with 756 00:50:39,670 --> 00:50:44,170 several other Adobe products, including Adobe Analytics. So we can 757 00:50:44,320 --> 00:50:47,640 send information to Adobe Analytics and we will be able 758 00:50:47,640 --> 00:50:50,810 to use the information that is in Adobe Analytics to 759 00:50:51,030 --> 00:50:56,460 further inform us about the identity, the sales stage, of 760 00:50:56,460 --> 00:51:02,840 that customer. We integrate with Adobe Tag Manager, Adobe Launch. 761 00:51:03,010 --> 00:51:09,130 We can also integrate with Adobe Experience Cloud, and we 762 00:51:09,130 --> 00:51:14,440 even have integrations through our, what we call data actions, 763 00:51:15,990 --> 00:51:19,200 with products such as Marketo. So there are a number 764 00:51:19,200 --> 00:51:24,440 of integrations that we have with Adobe products through this platform. 765 00:51:28,780 --> 00:51:32,230 Thank you very much. The next question is, " How do 766 00:51:32,230 --> 00:51:36,320 you carry context from web to voice without forcing customers 767 00:51:36,320 --> 00:51:41,770 to log in on the web?" There are a couple of different options, and we 768 00:51:41,770 --> 00:51:46,750 work together with Adobe to do this. So, we utilize 769 00:51:47,710 --> 00:51:52,160 the cookie, the phone number, and the email to do 770 00:51:52,160 --> 00:51:57,700 what we call identity stitching. Additionally, Adobe has something called 771 00:51:57,970 --> 00:52:02,260 an identity service. So, as you saw when we were 772 00:52:02,260 --> 00:52:06,020 doing the demonstration, we started with an unknown visitor. So 773 00:52:06,020 --> 00:52:10,700 there still are insights you can glean from observing, analyzing 774 00:52:10,790 --> 00:52:14,790 the behavior of people who are unknown. We can see 775 00:52:14,790 --> 00:52:16,320 what part of the world they're from if they're on 776 00:52:16,320 --> 00:52:19,590 the website, we can see what may have brought them 777 00:52:19,590 --> 00:52:24,380 to the digital property, we can observe what they're putting 778 00:52:24,380 --> 00:52:29,440 in their shopping cart or what form fill elements they're 779 00:52:29,480 --> 00:52:34,730 entering into an application online. And then once the customer 780 00:52:34,730 --> 00:52:38,090 starts to share some identity information, we can begin to 781 00:52:38,090 --> 00:52:40,610 connect those dots. We can say, " What do we know 782 00:52:40,610 --> 00:52:44,470 about them," in the marketing automation platform once they've shared 783 00:52:44,470 --> 00:52:49,170 their email, maybe after initiating a chat. We can then 784 00:52:49,250 --> 00:52:52,990 use that to see what other campaigns appeal to them. 785 00:52:53,980 --> 00:52:56,070 And then, if they do share a phone number, when 786 00:52:57,370 --> 00:53:00,810 that call comes in we can, in real- time, find 787 00:53:00,810 --> 00:53:03,060 out if the owner of that phone number is on 788 00:53:03,060 --> 00:53:07,840 our website right now, yesterday, last week, and again pull 789 00:53:07,840 --> 00:53:14,530 it all together. So, it is a solution we call 790 00:53:14,530 --> 00:53:19,450 progressively profiling. So we don't have to have the identity 791 00:53:19,450 --> 00:53:24,860 of all people known. This can evolve as a customer 792 00:53:24,860 --> 00:53:29,280 begins to share information by their behavior and by entering 793 00:53:29,320 --> 00:53:36,430 some information online. Sridhar, anything else to add to that? Yeah, I mean 794 00:53:36,740 --> 00:53:38,650 you got pretty much everything. One thing I want to 795 00:53:38,650 --> 00:53:42,840 add is what we are looking at in terms of reacting 796 00:53:42,890 --> 00:53:47,470 or responding to a particular customer. Predictive engagement, as well 797 00:53:47,470 --> 00:53:51,260 as how we want to include all the marketing that is 798 00:53:51,260 --> 00:53:54,970 being done so far, and how we can actually transition into 799 00:53:55,740 --> 00:53:58,530 an action, whether it is engaging with a call center 800 00:53:58,530 --> 00:54:01,580 agent or engaging with a brand via other means. So 801 00:54:01,580 --> 00:54:03,500 putting them all together, we just want to make sure 802 00:54:03,500 --> 00:54:12,320 we are conveying the right message at the right time. Thanks guys. So 803 00:54:12,320 --> 00:54:15,210 we have time for one more question, so I'm going 804 00:54:15,210 --> 00:54:18,280 to ask the last question and then I'll wrap up 805 00:54:18,300 --> 00:54:20,950 here today. So, the last question is, "Do you foresee any abrasion 806 00:54:20,950 --> 00:54:23,210 with members who do not want to interact with bots 807 00:54:23,550 --> 00:54:27,270 and proceed directly to a live person without giving a 808 00:54:27,270 --> 00:54:34,570 way upfront?" I think we can utilize our platform to, number 809 00:54:34,570 --> 00:54:39,210 one, learn about the attributes and behaviors of all those 810 00:54:39,210 --> 00:54:48,100 people who may dismiss the bot immediately. Maybe, over time, 811 00:54:48,100 --> 00:54:53,350 you might identify people who are from a certain geography 812 00:54:53,390 --> 00:54:59,170 or looking at certain areas of your website, and those 813 00:54:59,170 --> 00:55:03,620 people are much more likely to dismiss the bot and 814 00:55:03,620 --> 00:55:07,310 ask for agent, agent, agent. And then, in the future, you 815 00:55:07,310 --> 00:55:11,370 can start to put them into a segment for different 816 00:55:11,430 --> 00:55:15,020 personalized treatment. So, when we see people who share these 817 00:55:15,020 --> 00:55:19,470 attributes, connect them right to a live agent. And others 818 00:55:19,600 --> 00:55:23,340 may prefer to engage with bots, for example, and in 819 00:55:23,340 --> 00:55:27,170 those cases you may not want to, even though you 820 00:55:27,170 --> 00:55:29,860 would prefer as a business to connect them to a 821 00:55:29,860 --> 00:55:33,240 live agent, maybe you discover that the customer is more 822 00:55:33,240 --> 00:55:37,700 comfortable engaging first with a bot to see if they 823 00:55:37,700 --> 00:55:40,780 can get that information that they need much more quickly. 824 00:55:42,080 --> 00:55:45,880 Any other ideas there, Sridhar or Alan, you'd like to 825 00:55:45,880 --> 00:55:52,830 add to that? I, personally, have seen things whenever I 826 00:55:52,830 --> 00:55:56,920 need to get a, especially when businesses are having different 827 00:55:57,100 --> 00:56:00,420 mandates based on geographical locations, I would personally just would 828 00:56:00,420 --> 00:56:03,370 like to reach out and then get the information as 829 00:56:03,370 --> 00:56:07,790 quick as possible, so bots work in most cases. And 830 00:56:07,790 --> 00:56:12,680 again, what we're trying to do here is utilize the 831 00:56:12,950 --> 00:56:17,590 behaviors and attributes, the data that's available in our combined, 832 00:56:17,590 --> 00:56:23,730 collaborative platforms, to predict how, when, and with whom engage, 833 00:56:24,320 --> 00:56:30,180 so how to engage could be offering a callback, or 834 00:56:31,200 --> 00:56:36,390 a email, or again, suggesting a bot when you think 835 00:56:36,520 --> 00:56:40,000 that's the best approach. So the AI has the ability 836 00:56:40,000 --> 00:56:45,990 to discover and learn those customer preferences over time. Right. 837 00:56:45,990 --> 00:56:47,570 The only thing that I would add to that is 838 00:56:47,570 --> 00:56:52,290 that we call that the contextualization of the experience. And 839 00:56:52,290 --> 00:56:57,120 so, that could be anything from you're calling in from 840 00:56:57,120 --> 00:56:59,710 a mobile number so you don't want to necessarily go 841 00:56:59,710 --> 00:57:02,540 to a bot, to there's a back- end system that 842 00:57:02,540 --> 00:57:05,030 may have data, say it's you're calling in about a 843 00:57:05,030 --> 00:57:07,820 credit card breach and it already knows that your number's 844 00:57:07,820 --> 00:57:11,820 been breached so it immediately sends you to a live 845 00:57:11,820 --> 00:57:14,730 agent. So, there's some really interesting new technologies that are 846 00:57:14,730 --> 00:57:17,360 coming out out there, and the way Adobe and Genesys 847 00:57:17,360 --> 00:57:19,830 are putting this together, I think, is definitely near the 848 00:57:19,830 --> 00:57:26,660 forefront. All right guys, thank you very much. I think 849 00:57:26,660 --> 00:57:29,570 that's a good way to wrap it up. So, first 850 00:57:29,570 --> 00:57:32,250 I want to thank our speakers for answering those awesome questions. 851 00:57:32,720 --> 00:57:34,870 Unfortunately, there were a couple that we did not answer 852 00:57:34,870 --> 00:57:37,160 aloud, but don't fret. We're going to follow up with 853 00:57:37,160 --> 00:57:40,270 you via email within the next few business days. However, 854 00:57:40,270 --> 00:57:42,940 if you're looking for more of a prompt response, do 855 00:57:42,940 --> 00:57:45,860 me a favor and just email us at genesys. 856 00:57:46,170 --> 00:57:48,680 com, no caps or spaces, with the title of today's 857 00:57:48,680 --> 00:57:51,090 webcast in the subject line and we'll be sure to 858 00:57:51,090 --> 00:57:54,870 get back to you as promptly as we can. All 859 00:57:54,880 --> 00:57:56,940 right, so to wrap up, don't forget to take advantage 860 00:57:56,940 --> 00:58:00,290 of the additional resources within the resource list below the 861 00:58:00,290 --> 00:58:02,910 slides today. So, clicking on these will open up in 862 00:58:02,910 --> 00:58:04,790 a new tab, and make sure you do so before 863 00:58:04,790 --> 00:58:07,520 today's session ends. It'll give you additional information on the 864 00:58:07,520 --> 00:58:11,330 partnership between Adobe and Genesys. Also, as a friendly reminder, 865 00:58:11,330 --> 00:58:13,480 if you could please fill out that survey that's going to show up 866 00:58:13,480 --> 00:58:16,690 at the end of today's webcast, we'd greatly appreciate your 867 00:58:16,690 --> 00:58:20,980 feedback. And with that, on behalf of Alan, Sridhar, Dan 868 00:58:20,980 --> 00:58:23,500 and the entire Genesys team, we thank you again for 869 00:58:23,500 --> 00:58:27,170 joining today's webcast, " Connect the Dots with Genesys and Adobe." 870 00:58:27,490 --> 00:58:29,470 Until next time, have a good one everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Meet the Speakers Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Webinar Bytes 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMjYyNiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxNjYwNyUyNm1vbWVudElkcyUzRDE2NjAyJTI2bW9tZW50SWRzJTNEMTY1OTUlMjZtb21lbnRJZHMlM0QxNjU5MCUyNm1vbWVudElkcyUzRDE2NTkzJTI2bW9tZW50SWRzJTNEMTY1OTElMjZtb21lbnRJZHMlM0QxNjYwNCUyMiUyMHdpZHRoJTNEJTIyMTAwJTI1JTIyJTIwaGVpZ2h0JTNEJTIyNDUwcHglMjIlMjBmcmFtZWJvcmRlciUzRCUyMjAlMjIlM0UlM0MlMkZpZnJhbWUlM0U=The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Watch these webinar bytes as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,720 As we moved into 2020, the predictions then were an 2 00:00:05,720 --> 00:00:12,240 increased need for digital engagement and ways that we could 3 00:00:12,240 --> 00:00:17,500 integrate digital engagement with live agents because just more and 4 00:00:17,500 --> 00:00:23,840 more were looking for those digital channels. Virtual bots, virtual 5 00:00:23,840 --> 00:00:28,840 agents, whatever we call them, intelligent virtual assistants, other types 6 00:00:28,840 --> 00:00:33,760 of artificial intelligence and machine learning, we're primarily in the 7 00:00:33,760 --> 00:00:38,270 investigation and early adopter phase. So there's some people trying 8 00:00:38,270 --> 00:00:41,540 it for small use cases, but it's still very early 9 00:00:41,540 --> 00:00:46,650 stages. The move to the cloud was increasingly being considered 10 00:00:46,650 --> 00:00:51,260 to be inevitable, but for a lot of companies it 11 00:00:51,260 --> 00:00:54,840 was still allowing for a one to three- year planning 12 00:00:54,840 --> 00:00:59,890 cycle, there was no immediacy around it. If you think 13 00:00:59,890 --> 00:01:03,420 about it, just a year ago UCaaS as a service and Contact 14 00:01:03,420 --> 00:01:07,670 Center as a service were generally considered to be separate 15 00:01:07,670 --> 00:01:11,850 decisions. Sometimes those were being made together, but more often 16 00:01:11,860 --> 00:01:16,100 than not those were separate decisions. When companies thought about 17 00:01:16,620 --> 00:01:23,790 APIs and platform features for their contact centers, those were 18 00:01:23,790 --> 00:01:29,170 considered possibilities that might become relevant in the future and 19 00:01:29,170 --> 00:01:32,630 were worthy of investigation, but it wasn't a, " Oh my 20 00:01:32,630 --> 00:01:35,090 gosh, what does my vendor have there?" Kind of a 21 00:01:35,090 --> 00:01:42,460 thing yet. As we then flash forward to 2021, and 22 00:01:42,460 --> 00:01:47,700 not to that but to 2021, what happened? What happened 23 00:01:47,700 --> 00:01:52,980 during 2020 is that the things that we were worried 24 00:01:52,980 --> 00:01:56,190 about, the things we were thinking about, didn't change as 25 00:01:56,190 --> 00:02:01,180 much as the immediacy changed. It was the timing, the 26 00:02:01,250 --> 00:02:05,420 urgency, that changed. So the same things are in the 27 00:02:05,420 --> 00:02:09,650 word cloud, but suddenly there's an increased need for digital 28 00:02:09,650 --> 00:02:14,360 engagement methods that are unified with voice agent capabilities, because 29 00:02:14,420 --> 00:02:19,000 of everyone, every business having to move to eCommerce, because 30 00:02:19,000 --> 00:02:24,540 of shelter- in- place orders sent agents home, kept people 31 00:02:24,540 --> 00:02:29,600 home and as we're seeing now in 2021, continues to 32 00:02:29,600 --> 00:02:35,950 cycle as geographic areas, as municipalities and countries come in 33 00:02:35,950 --> 00:02:37,890 and out of lockdown states. Analyst Webinar 2021 Contact Center Buyers Guide Webinar [cutoff co_thick="2px"][webinarschedule]The technology landscape continues to evolve -- even as we move into a post-pandemic world. Keeping pace with the dramatic industry changes while balancing priorities, budget and resources is challenging -- but not impossible. Join us on January 19, as we analyze the top trends predicted for 2021 and provide some practical advice on navigating these changes in this new year and beyond. On the agenda: Identify and prioritize the essential capabilities that drive a modern contact center Explore the forces driving the urgency for cloud Understand why major analysts are now only evaluating cloud contact center solutions Provide guidance on what to look for in a product roadmap Whether you’re actively shopping for a cloud contact center solution -- or simply staying on top of market trends, this session will be a great use of your time.[cutoff co_thick="2px"]1 00:00:08,930 --> 00:00:12,390 Good morning, evening and afternoon, everyone. This is Josh Reed 2 00:00:12,390 --> 00:00:14,760 from the Digital Events team here at Genesys, and let 3 00:00:14,760 --> 00:00:16,820 me start by saying welcome and thank you all for 4 00:00:16,820 --> 00:00:22,300 joining this 2021 Contact Center Buyers Guide Webinar. As I 5 00:00:22,300 --> 00:00:24,330 usually do, I want to take a few minutes here 6 00:00:24,330 --> 00:00:26,870 in the beginning to go over a few housekeeping items 7 00:00:26,870 --> 00:00:29,260 to ensure that you have the best experience viewing today's 8 00:00:29,260 --> 00:00:33,500 presentation. First off, if you do experience any problems or 9 00:00:33,950 --> 00:00:36,960 issues viewing or listening to today's presentation, do me a 10 00:00:36,960 --> 00:00:39,480 favor and refresh your browser and make sure that it 11 00:00:39,480 --> 00:00:42,410 is indeed up to date. It also might help to 12 00:00:42,410 --> 00:00:45,170 switch over to something like Chrome or Firefox as well, 13 00:00:45,310 --> 00:00:47,490 as these are the best browsers to support the webcast 14 00:00:47,490 --> 00:00:51,330 platform. Also note that if you're having trouble seeing any 15 00:00:51,330 --> 00:00:53,670 of the content on the slides, you do have the 16 00:00:53,670 --> 00:00:56,350 ability to enlarge that slide window by dragging any of 17 00:00:56,350 --> 00:00:58,520 the corners or hitting the full screen button to the 18 00:00:58,520 --> 00:01:03,740 top right. Also note that this webcast is designed to 19 00:01:03,740 --> 00:01:06,270 be an interactive experience between you and our presenters today, 20 00:01:06,550 --> 00:01:08,570 so at any time during the webcast you can submit 21 00:01:08,570 --> 00:01:12,090 your questions into the Q& A window below the slide, and 22 00:01:12,090 --> 00:01:13,680 we'll get to as many as we can during our 23 00:01:13,680 --> 00:01:16,420 live Q& A at the end of the presentation. However, 24 00:01:16,420 --> 00:01:18,620 sometimes time gets away from us and if that does 25 00:01:18,620 --> 00:01:21,180 happen and we don't answer your question aloud, we'll just 26 00:01:21,180 --> 00:01:23,410 follow up with you via email within the next few 27 00:01:23,410 --> 00:01:28,030 business days. Please note that this is indeed being recorded, 28 00:01:28,030 --> 00:01:29,580 so if you have to jump to another meeting or 29 00:01:29,580 --> 00:01:31,740 anything like that and you miss part of the presentation, 30 00:01:31,740 --> 00:01:33,780 that's okay, you're going to receive a link to the 31 00:01:33,780 --> 00:01:36,830 on- demand recording via email from ON24 within the next 32 00:01:36,830 --> 00:01:40,100 few business days. I'll also encourage you to feel free 33 00:01:40,100 --> 00:01:42,240 to go ahead and click that link in the resource 34 00:01:42,240 --> 00:01:45,630 box below the slides as well, next to the Q& A window and that'll 35 00:01:45,630 --> 00:01:47,520 open up in a new tab in your browser, and 36 00:01:47,520 --> 00:01:50,110 that's going to expand on today's topic on the context 37 00:01:50,110 --> 00:01:54,870 in our buyer's guide. Lastly, we welcome and appreciate your 38 00:01:54,870 --> 00:01:57,380 feedback, so you'll have the opportunity to fill out a short 39 00:01:57,380 --> 00:01:59,150 survey that's going to show up at the end of today's 40 00:01:59,150 --> 00:02:01,960 presentation. That survey can be found at the last icon 41 00:02:01,960 --> 00:02:04,590 below, but it's going to allow us to tailor these 42 00:02:04,590 --> 00:02:06,960 presentations to exactly what you want to hear in the 43 00:02:06,960 --> 00:02:13,350 future of Genesys webinars. Like I said, short and sweet. Today 44 00:02:13,350 --> 00:02:16,200 we have two excellent presenters excited to analyze the top 45 00:02:16,200 --> 00:02:19,960 trends predicted for 2021 and provide some practical advice on 46 00:02:19,960 --> 00:02:23,130 navigating these changes in the new year and beyond. I'm 47 00:02:23,130 --> 00:02:26,070 happy to introduce to you Sheila McGee- Smith, the founder 48 00:02:26,070 --> 00:02:29,040 and principal analyst to McGee Smith Analytics as well as 49 00:02:29,040 --> 00:02:31,930 Janelle Dieken, the senior vice president of content marketing here 50 00:02:31,930 --> 00:02:34,560 at Genesys. With that being said, I'm going to hand 51 00:02:34,560 --> 00:02:37,490 things over to Sheila to kick us off. Sheila, the 52 00:02:37,490 --> 00:02:41,920 floor is yours. Thank you, Josh, and nice to be 53 00:02:41,920 --> 00:02:45,280 working with you again, Janelle. Likewise. Happy new year, everyone. 54 00:02:46,460 --> 00:02:48,470 I may not be your first Genesys webinar, but it's 55 00:02:48,470 --> 00:02:51,810 my first Genesys webinar for 2021, so what the heck. 56 00:02:53,330 --> 00:02:58,070 Before we dive into 2021, I thought we'd step back 57 00:02:58,070 --> 00:03:03,410 just a little to 2020. As we moved into 2020, 58 00:03:03,920 --> 00:03:08,550 the predictions then were an increased need for digital engagement 59 00:03:11,690 --> 00:03:16,060 and ways that we could integrate digital engagement with live 60 00:03:16,060 --> 00:03:19,970 agents because just more and more were looking for those 61 00:03:20,460 --> 00:03:26,700 digital channels. Virtual bots, virtual agents, whatever we call them, 62 00:03:26,760 --> 00:03:32,040 intelligent virtual assistants, other types of artificial intelligence and machine 63 00:03:32,040 --> 00:03:37,910 learning, we're primarily in the investigation and early adopter phase. 64 00:03:37,910 --> 00:03:41,070 So there's some people trying it for small use cases, 65 00:03:41,180 --> 00:03:44,660 but it's still very early stages. The move to the 66 00:03:44,660 --> 00:03:50,150 cloud was increasingly being considered to be inevitable, but for 67 00:03:50,150 --> 00:03:53,760 a lot of companies it was still allowing for a 68 00:03:54,370 --> 00:03:58,270 one to three- year planning cycle, there was no immediacy 69 00:03:58,270 --> 00:04:02,320 around it. If you think about it, just a year ago UCaaS 70 00:04:03,130 --> 00:04:05,920 as a service and Contact Center as a service were 71 00:04:05,920 --> 00:04:11,290 generally considered to be separate decisions. Sometimes those were being 72 00:04:11,290 --> 00:04:13,870 made together, but more often than not those were separate 73 00:04:13,870 --> 00:04:22,060 decisions. When companies thought about APIs and platform features for 74 00:04:22,060 --> 00:04:27,790 their contact centers, those were considered possibilities that might become 75 00:04:27,790 --> 00:04:32,350 relevant in the future and were worthy of investigation, but 76 00:04:32,350 --> 00:04:34,890 it wasn't a, " Oh my gosh, what does my vendor 77 00:04:34,890 --> 00:04:39,720 have there?" Kind of a thing yet. As we then 78 00:04:39,720 --> 00:04:44,520 flash forward to 2021, and not to that but to 79 00:04:44,520 --> 00:04:52,910 2021, what happened? What happened during 2020 is that the 80 00:04:52,910 --> 00:04:55,150 things that we were worried about, the things we were 81 00:04:55,150 --> 00:05:00,560 thinking about, didn't change as much as the immediacy changed. 82 00:05:00,660 --> 00:05:04,870 It was the timing, the urgency, that changed. So the 83 00:05:04,870 --> 00:05:08,500 same things are in the word cloud, but suddenly there's 84 00:05:08,500 --> 00:05:12,750 an increased need for digital engagement methods that are unified 85 00:05:12,750 --> 00:05:17,950 with voice agent capabilities, because of everyone, every business having 86 00:05:17,950 --> 00:05:21,930 to move to eCommerce, because of shelter- in- place orders 87 00:05:22,050 --> 00:05:27,180 sent agents home, kept people home and as we're seeing 88 00:05:27,180 --> 00:05:34,040 now in 2021, continues to cycle as geographic areas, as 89 00:05:34,390 --> 00:05:38,920 municipalities and countries come in and out of lockdown states. 90 00:05:39,500 --> 00:05:43,540 So what was nice to have a year ago is 91 00:05:44,060 --> 00:05:47,890 the only way we can do business in 2021. The 92 00:05:47,890 --> 00:05:52,560 rise in remote agents also put our new focus on 93 00:05:52,560 --> 00:05:56,940 workforce engagement management because now, all the things that we 94 00:05:56,940 --> 00:05:59,530 used to be able to do with agents in place 95 00:05:59,880 --> 00:06:03,060 in the office, things like how we hire, how we 96 00:06:03,060 --> 00:06:07,490 support the agents, how we coach and train them, now 97 00:06:07,490 --> 00:06:10,220 we have to figure out how to do that remotely. 98 00:06:11,270 --> 00:06:13,920 A lot of times, some of those tools are embedded 99 00:06:13,920 --> 00:06:18,460 in workforce engagement management solutions that companies may have had 100 00:06:18,470 --> 00:06:20,850 in the solutions they have, may have had those options, 101 00:06:21,050 --> 00:06:23,820 but never really deployed them. A great example, I think, 102 00:06:23,820 --> 00:06:30,010 is gamification. The adoption rate of gamification coming into 2020 103 00:06:30,470 --> 00:06:34,520 was relatively low, and suddenly that was the kind of 104 00:06:34,520 --> 00:06:37,900 application that companies realized, " This is going to help me with 105 00:06:37,900 --> 00:06:40,570 my agents. This is going to help me with agent 106 00:06:40,690 --> 00:06:44,830 engagement, it can also help with coaching, there's a lot 107 00:06:44,830 --> 00:06:48,350 of different elements." So again, something that was important, it became 108 00:06:48,350 --> 00:06:56,080 more important. Virtual agents, bots, AI, were often fast tracked 109 00:06:56,170 --> 00:07:01,940 to handle what became unheard of interaction demand. I mean, 110 00:07:01,940 --> 00:07:05,070 I'm always drawn to the case that Janelle is going 111 00:07:05,070 --> 00:07:08,170 to talk about, one of these case studies later on in the 112 00:07:08,170 --> 00:07:14,270 hour, of millions of people going on unemployment and hitting 113 00:07:14,620 --> 00:07:19,760 unemployment contact centers that were simply unprepared and unable to 114 00:07:19,760 --> 00:07:22,930 handle the sheer volume. And just the quickness with which 115 00:07:22,930 --> 00:07:30,020 companies and governments installed chat bots and voice bots to 116 00:07:30,020 --> 00:07:32,400 be able to answer those interactions, which is something that 117 00:07:32,400 --> 00:07:35,470 happened much more quickly than anybody would've thought a year 118 00:07:35,470 --> 00:07:41,230 earlier. Then, with respect to platform and APIs, I think 119 00:07:41,230 --> 00:07:47,130 the ability to quickly redesign and customize customer experience became, 120 00:07:47,130 --> 00:07:51,960 again, more of a necessity because what platform and API 121 00:07:52,020 --> 00:07:56,050 allows you to do, is to drive down into the 122 00:07:56,050 --> 00:07:59,650 business operation, the ability to make the kind of changes 123 00:07:59,820 --> 00:08:04,470 that might be required by rapidly changing conditions. And with 124 00:08:04,940 --> 00:08:08,380 what's going on, conditions are changing all the time. Great 125 00:08:08,380 --> 00:08:13,150 example, my in- laws live in South Carolina, they opened 126 00:08:13,150 --> 00:08:16,280 up the ability to sign up for vaccines last week, 127 00:08:16,550 --> 00:08:20,950 they're both well into their 90s and they both signed 128 00:08:20,950 --> 00:08:25,550 up, all good. Lot of remote help by their daughter- 129 00:08:25,550 --> 00:08:28,880 in- law, but they signed up. And then, this morning 130 00:08:28,880 --> 00:08:31,920 get a call to say, " We no longer have a 131 00:08:32,210 --> 00:08:35,960 supply of vaccines so we're going to have to reschedule." So 132 00:08:35,960 --> 00:08:39,980 things that even were taking one interaction, the email interaction 133 00:08:40,030 --> 00:08:43,410 setup, now there's phone calls that have to happen because 134 00:08:43,740 --> 00:08:47,770 supplies aren't in, so just the requirement to be able 135 00:08:47,770 --> 00:08:51,260 to change things quickly and driving that down to the 136 00:08:51,260 --> 00:08:54,940 contact center and not requiring IT, again, much more of 137 00:08:54,940 --> 00:08:58,020 a need today than we saw even a year ago. 138 00:09:00,370 --> 00:09:02,820 So we're going to go to our first poll, Janelle, and we're 139 00:09:02,820 --> 00:09:05,420 going to ask all of you, this is the first 140 00:09:05,640 --> 00:09:08,290 of three polls that we're going to do. We're going 141 00:09:08,290 --> 00:09:13,210 to ask, " What is your strategy for using cloud technology 142 00:09:13,210 --> 00:09:18,700 to support customer experience?" Are using Contact Center as a 143 00:09:18,710 --> 00:09:24,710 Service? Do you have a private cloud? Are you today 144 00:09:24,760 --> 00:09:31,690 combining clouds application with on- premises or hosted solutions? Are 145 00:09:31,690 --> 00:09:35,140 you on- premises, and there's certainly a lot of companies 146 00:09:35,140 --> 00:09:39,420 whose contact centers remain on- premises, or are you in 147 00:09:39,420 --> 00:09:44,850 an evaluation stage? We're hoping we caught all the choices 148 00:09:44,850 --> 00:09:49,960 there, we will work on the choices because that was part of this. So 149 00:09:49,960 --> 00:09:52,860 I'm going to ask you, Janelle, what do you think 150 00:09:52,860 --> 00:09:57,010 is going to come in as number one? Well, I think 151 00:09:57,010 --> 00:09:59,790 it depends on who our audience is today. I think 152 00:09:59,790 --> 00:10:03,310 if it's a lot of small, mid- size companies, we'll 153 00:10:03,310 --> 00:10:06,480 see a vast majority on the first. But larger enterprise, 154 00:10:06,480 --> 00:10:09,350 here at Genesys, we're seeing a bit of mixed bag 155 00:10:09,600 --> 00:10:13,870 with multi cloud options that provide that flexibility of cloud 156 00:10:13,870 --> 00:10:18,940 with that range of control that companies are still comfortable 157 00:10:18,940 --> 00:10:21,760 with. I think there could be more options if you break out 158 00:10:22,000 --> 00:10:26,810 what's customer operated, we see some going system- integrated operated 159 00:10:26,810 --> 00:10:32,370 but customer owned and managed, so it'll be interesting. I 160 00:10:32,370 --> 00:10:34,870 think we'll see a mixed bag but I'm placing my 161 00:10:34,870 --> 00:10:39,350 bets majority on A, what do you think, Sheila? Its 162 00:10:39,350 --> 00:10:43,620 interesting when I think about some of my analyst colleagues 163 00:10:43,680 --> 00:10:46,530 and the reports that are written about the contact center 164 00:10:46,530 --> 00:10:49,990 market. One of the leading analyst firms has decided that 165 00:10:49,990 --> 00:10:52,580 Contact Center as a Service is the only thing we need 166 00:10:52,580 --> 00:10:56,630 to look at, that's all there is. I think what 167 00:10:56,630 --> 00:10:59,640 we're going to find here, is that the whole world 168 00:10:59,640 --> 00:11:02,290 doesn't think the same way as they do, that there 169 00:11:02,530 --> 00:11:07,090 are people who are on lots of different types of 170 00:11:07,090 --> 00:11:11,900 systems. Where that might be an end goal, Contact Center as 171 00:11:11,900 --> 00:11:15,160 a Service, that end goal could be 10 years away 172 00:11:15,250 --> 00:11:18,370 for a lot of businesses. Let's see what our audience 173 00:11:18,370 --> 00:11:24,060 has to say, drum roll. Look at that! You win 174 00:11:24,060 --> 00:11:30,960 there, 45% are on Contact Center as a Service- Yeah, the 175 00:11:30,960 --> 00:11:34,700 majority, it's interesting to see hybrid. We see that, too, 176 00:11:34,700 --> 00:11:38,660 as a stepping stone along the way, to grab that 177 00:11:38,660 --> 00:11:43,550 innovation while still leveraging existing investments, so that's interesting to 178 00:11:43,550 --> 00:11:46,400 see and quite a few on the phone still evaluating 179 00:11:46,400 --> 00:11:50,560 so hopefully they can capture some of the lessons from 180 00:11:50,560 --> 00:11:54,830 the case studies ahead, too. Yeah. I guess I'm even 181 00:11:54,830 --> 00:11:59,900 a little surprised that they're still evaluating, that it's that high, 182 00:11:59,900 --> 00:12:03,500 it's actually our number two response. But like you, not 183 00:12:03,620 --> 00:12:08,560 surprised with hybrid, on- premise is so low. Yeah. So 184 00:12:08,560 --> 00:12:13,330 even though we know that about 75% of agents, as 185 00:12:13,330 --> 00:12:17,190 we enter 2021, are still served by a premises- based 186 00:12:17,190 --> 00:12:22,600 contact center, just by the numbers, most of those companies 187 00:12:22,600 --> 00:12:26,370 are looking at options. They're either evaluating or they've done 188 00:12:26,370 --> 00:12:30,140 some hybrid, and hybrid can really broad, right? It could mean 189 00:12:30,140 --> 00:12:33,000 I have Contact Center as a Service for contact center, 190 00:12:33,400 --> 00:12:37,300 but I'm still doing premises for workforce management, so hybrid 191 00:12:37,300 --> 00:12:40,260 is going to be a very common choice, as we see. So good 192 00:12:40,260 --> 00:12:42,960 data, that's why we like to ask the audience, excellent. 193 00:12:43,240 --> 00:12:48,760 Thank you, audience. So, moving on. So, one of the things that we talked about 194 00:12:49,510 --> 00:12:51,860 that was present in 2020, which was the need for 195 00:12:51,860 --> 00:12:57,840 digital engagement, and persists even more strongly in 2021 is 196 00:12:57,840 --> 00:13:02,670 this notion of digital and digital- first and digital- everything, 197 00:13:03,070 --> 00:13:08,830 but I'm going to start with the retail apocalypse. We 198 00:13:08,830 --> 00:13:14,330 saw so many retailers go out of business in 2020, 199 00:13:14,650 --> 00:13:18,700 but in reality the demise of retail started 10 years 200 00:13:18,700 --> 00:13:22,300 ago. You can almost tie it a little bit to 201 00:13:22,550 --> 00:13:26,770 the birth of eCommerce in that period. So the store 202 00:13:26,770 --> 00:13:31,780 closings started back in 2010 in Toys R Us and 203 00:13:32,120 --> 00:13:35,570 companies like that. Part of it was a shift in 204 00:13:35,570 --> 00:13:42,860 consumer habits; experience spending versus buying things, and you're nodding, 205 00:13:42,870 --> 00:13:45,710 Janelle, and I know it impacted the way I lived 206 00:13:45,710 --> 00:13:49,040 my life in that decade, right? My husband and I 207 00:13:49,040 --> 00:13:53,150 were much more likely to go and take a great 208 00:13:53,150 --> 00:13:58,280 trip than we were to buy another television. Let's go 209 00:13:58,280 --> 00:14:00,640 see Costa Rica while it's still there and we're young 210 00:14:00,640 --> 00:14:04,020 enough to still do it, that kind of thing. Casual 211 00:14:04,020 --> 00:14:09,390 fashion due to relaxed dress codes. I came into the 212 00:14:09,390 --> 00:14:12,090 business world in the 80s when it was suits and ties 213 00:14:12,090 --> 00:14:17,430 for men and women and pumps every day. That changed, 214 00:14:17,520 --> 00:14:21,070 so we didn't have that need to have multiple wardrobes 215 00:14:21,140 --> 00:14:23,400 that we had in the past. And there was, as 216 00:14:23,400 --> 00:14:28,400 I said, that rise of eCommerce, but goodness gracious, it 217 00:14:28,400 --> 00:14:34,180 was certainly amplified during 2020. These are 29 retailers who 218 00:14:34,180 --> 00:14:38,650 filed for bankruptcy in 2020. Some of these may survive, 219 00:14:39,520 --> 00:14:42,160 I fear many of them will not, that we'll never 220 00:14:42,160 --> 00:14:46,210 see them come back again. So you see something like 221 00:14:46,210 --> 00:14:48,830 this and you look at that list and say, " Lord& 222 00:14:49,040 --> 00:14:53,300 Taylor, that's a place I used to go. Neiman Marcus, 223 00:14:53,790 --> 00:14:56,970 they had my size shoes." I used to get them, 224 00:14:58,140 --> 00:15:01,010 so what do I do? Well, I go online but 225 00:15:01,010 --> 00:15:05,780 I need better digital support. I need better digital contact 226 00:15:05,780 --> 00:15:08,350 center support than I needed before when I could just 227 00:15:08,350 --> 00:15:14,280 go back to a store and return something. Looking at 228 00:15:14,280 --> 00:15:17,520 the retail apocalypse and saying it didn't just start in 229 00:15:17,530 --> 00:15:21,310 2020, you can think about, or I thought about it 230 00:15:21,310 --> 00:15:25,110 as, was it a little bit self- created? Think about 231 00:15:25,160 --> 00:15:27,910 when you did go to a mall or a department 232 00:15:27,910 --> 00:15:31,030 store in the last 10 years. There was a sense 233 00:15:31,780 --> 00:15:35,740 that those retailers were more retail centric, more about themselves, 234 00:15:36,080 --> 00:15:40,860 that we had to conform to their behavior. Best example 235 00:15:40,860 --> 00:15:45,650 for me is trying to find a cashier, sometimes it 236 00:15:45,650 --> 00:15:48,680 was the most frustrating thing to do, " I have this 237 00:15:48,680 --> 00:15:50,290 thing, I want to buy it, I want to give 238 00:15:50,290 --> 00:15:53,270 you money, where is that person I can give money 239 00:15:53,270 --> 00:15:57,550 to?" And you couldn't find them. The customer came second, 240 00:15:57,620 --> 00:16:00,620 the way they ran their operation came first and what 241 00:16:00,620 --> 00:16:04,400 we all learned as consumers is eCommerce is very consumer 242 00:16:04,400 --> 00:16:09,850 centric. Online, we're in control so that shift was happening 243 00:16:09,850 --> 00:16:17,160 not just because of COVID, but because retailers weren't taking 244 00:16:17,160 --> 00:16:19,390 care of their customers the same way. So it's a 245 00:16:19,390 --> 00:16:25,320 digital transformation shift as well. But I think, just as 246 00:16:25,320 --> 00:16:27,430 we find in the contact center, that the combination of 247 00:16:27,430 --> 00:16:32,730 digital engagement and live agents is the best combination. Hopefully 248 00:16:32,730 --> 00:16:35,750 we'll come to a nice balance, once COVID is over, 249 00:16:36,140 --> 00:16:40,140 of having stores to go do things with and having 250 00:16:40,140 --> 00:16:43,230 eCommerce for the times when that's the most expedient way 251 00:16:43,230 --> 00:16:46,010 to do things, and tie things together like we try 252 00:16:46,010 --> 00:16:51,410 and do in the contact center. It's not just retail, 253 00:16:51,520 --> 00:16:57,080 obviously, that has moved toward a more digital transformation and 254 00:16:57,080 --> 00:17:03,000 moved more quickly because of COVID. This is the mayor 255 00:17:03,050 --> 00:17:08,480 of Los Angeles speaking on television in August of 2020, 256 00:17:09,130 --> 00:17:18,010 and his comments are, in order to survive, governments, too, 257 00:17:18,010 --> 00:17:22,610 have to become more digital, that city services should be 258 00:17:22,610 --> 00:17:26,720 just as smooth and easy, and as efficient as everything 259 00:17:26,720 --> 00:17:30,900 you can do online. Now, COVID forced that because government 260 00:17:30,900 --> 00:17:33,760 offices had to close, but it's a little bit like 261 00:17:33,760 --> 00:17:39,310 that retail story where perhaps government was behind the curve 262 00:17:39,310 --> 00:17:41,760 in terms of where they should've been with digital transformation, 263 00:17:42,750 --> 00:17:45,850 but COVID certainly brought it to the fore in 2020. 264 00:17:47,790 --> 00:17:51,750 And then telehealth, just another example of a business that, 265 00:17:52,360 --> 00:17:56,030 the technology was there, the capabilities were there and yet, 266 00:17:56,590 --> 00:17:59,570 as a consumer I felt like the availability wasn't there. 267 00:18:00,400 --> 00:18:03,560 My general practitioner did not make it easy for me 268 00:18:03,560 --> 00:18:07,210 to do a telehealth visit a year ago, today I 269 00:18:07,210 --> 00:18:12,600 can and it's good for both of us. COVID- 19 270 00:18:12,600 --> 00:18:17,160 just catapulted telehealth forward by decades, in a few months. 271 00:18:17,520 --> 00:18:21,680 Teladoc, which is a global leader in virtual care, predicted 272 00:18:21,680 --> 00:18:26,670 that 2020 revenue would be twice that of 2019, driven 273 00:18:26,670 --> 00:18:30,210 by the demand for these virtual care solutions and there 274 00:18:30,210 --> 00:18:36,000 are already signs that future telehealth will persist, that even 275 00:18:36,000 --> 00:18:41,610 after this crisis is over, Teladoc is expecting 30 to 276 00:18:41,610 --> 00:18:45,890 40% growth for the next four years. Doesn't surprise me 277 00:18:45,890 --> 00:18:48,550 because once you've done it, boy, is it easier than 278 00:18:48,550 --> 00:18:50,650 getting in your car and driving 20 minutes, if you're 279 00:18:50,650 --> 00:18:54,680 lucky enough to be 20 minutes away and it didn't snow 20 inches overnight. 280 00:18:57,870 --> 00:18:59,300 I'm going to turn it over to you, Janelle, to 281 00:18:59,300 --> 00:19:02,130 talk about a great Genesys customer in the telehealth area. 282 00:19:03,330 --> 00:19:05,770 Certainly, but maybe even before I do that, when you 283 00:19:05,770 --> 00:19:09,710 were talking about the retail apocalypse, it actually reminded me 284 00:19:09,710 --> 00:19:14,350 of one of our marquee retail customers, TechStyle Fashion Group. 285 00:19:14,350 --> 00:19:17,510 If you're not familiar with TechStyle, the most common brand 286 00:19:17,510 --> 00:19:20,670 I know of is Fabletics but they offer about five 287 00:19:20,670 --> 00:19:25,880 brands that are celebrity marketed, active wear and footwear through 288 00:19:25,880 --> 00:19:28,920 the rise of subscription services that's going on with retail, 289 00:19:28,920 --> 00:19:33,300 too. So you can imagine their exceptional growth last year, 290 00:19:33,560 --> 00:19:36,990 all fueled by being ahead of the game on that 291 00:19:37,040 --> 00:19:41,770 omnichannel and real eCommerce and really going that method from 292 00:19:41,770 --> 00:19:46,430 the get- go with their business model. But onto telehealth, 293 00:19:46,430 --> 00:19:50,540 there's no question that the healthcare industry is changing out 294 00:19:50,540 --> 00:19:54,380 there. We meet with healthcare companies around the globe and 295 00:19:54,380 --> 00:19:59,060 we're seeing that digital transformation with that cloud agility is 296 00:19:59,060 --> 00:20:02,830 absolutely a business imperative. That couldn't have been more true 297 00:20:02,850 --> 00:20:07,430 for Company Nurse, both before and after the pandemic hit. 298 00:20:07,940 --> 00:20:11,010 If you're not familiar with Company Nurse, they offer nurse 299 00:20:11,010 --> 00:20:15,810 triaging for accidents in the workplace and if we back 300 00:20:15,810 --> 00:20:20,370 up prior to them moving forward with Genesys Cloud, they 301 00:20:20,370 --> 00:20:24,940 were on legacy on- premises solution, voice only. They were 302 00:20:24,950 --> 00:20:28,220 having problems because it couldn't scale the way they wanted, 303 00:20:28,430 --> 00:20:32,140 wouldn't provide the results that they need, expensive to maintain. 304 00:20:33,200 --> 00:20:36,060 They couldn't integrate it with any sort of digital channels 305 00:20:36,060 --> 00:20:39,030 and it was really preventing them, too, from staying up 306 00:20:39,030 --> 00:20:42,010 to speed with that realtime visibility that they needed in 307 00:20:42,010 --> 00:20:45,570 the moment. If you were to go back in time 308 00:20:45,570 --> 00:20:49,370 and take a peek at the essential capabilities that they 309 00:20:49,370 --> 00:20:53,530 were looking for in their buyer guide, think of easy 310 00:20:53,970 --> 00:20:59,750 digital platform to support multichannel, integrated workforce engagement across those 311 00:20:59,750 --> 00:21:04,300 channels, as well as integration from that platform perspective, like 312 00:21:04,340 --> 00:21:07,710 Sheila, you talked about earlier, with their existing systems as 313 00:21:07,710 --> 00:21:10,730 well as the ability to adapt to new applications easily, 314 00:21:11,080 --> 00:21:13,840 and they got that with cloud. As you can see 315 00:21:13,840 --> 00:21:17,680 from the CTO quote over there to the right, their 316 00:21:17,680 --> 00:21:20,840 contact center, they really saw as mission critical to their 317 00:21:20,840 --> 00:21:25,020 business, 70% of it being revenue generating, so they needed 318 00:21:25,020 --> 00:21:28,020 a solution that they could also switch to in a 319 00:21:28,020 --> 00:21:30,550 matter of weeks or less, which they did. So that 320 00:21:30,550 --> 00:21:34,070 agility to be able to migrate simply with expertise was 321 00:21:34,070 --> 00:21:38,370 also really important to them as an essential capability. You 322 00:21:38,370 --> 00:21:42,650 can see the results listed there, tremendous results that equated 323 00:21:42,650 --> 00:21:47,690 to lower total cost of ownership, improved employee productivity, but 324 00:21:47,690 --> 00:21:50,490 that's actually not my favorite part of this story. My 325 00:21:50,490 --> 00:21:52,760 favorite part of this story, if you were to Google 326 00:21:52,760 --> 00:21:57,380 after this, take a moment, Company Nurse, it's our Genesys 327 00:21:57,600 --> 00:22:02,760 podcast. We had a guest, the CTO, Henry, who talks 328 00:22:02,760 --> 00:22:07,470 about their pivotal decision back in February, March last year, 329 00:22:07,510 --> 00:22:11,770 early days of COVID-19, where they had to shift their 330 00:22:11,770 --> 00:22:15,180 entire business model. You can imagine nurse triaging in the 331 00:22:15,180 --> 00:22:20,110 workplace, companies shifting to work from home, nurse triage isn't 332 00:22:20,110 --> 00:22:23,580 needed as much, right? So they went to their customers 333 00:22:23,580 --> 00:22:26,530 and they asked what they needed instead, and within a 334 00:22:26,530 --> 00:22:31,330 month from idea, they had an MVP ready that they 335 00:22:31,330 --> 00:22:35,570 were the first out there to offer a COVID digital 336 00:22:35,570 --> 00:22:39,060 screening app, and in that month they integrated it to 337 00:22:39,060 --> 00:22:42,690 their digital, their voice, their SMS, their callback channels with 338 00:22:42,690 --> 00:22:45,750 Genesys Cloud, to not only grow their business to record- 339 00:22:45,750 --> 00:22:49,990 breaking results during this time, but perhaps more importantly, meeting 340 00:22:49,990 --> 00:22:53,360 their customers' needs without having to do mass layoffs in 341 00:22:53,360 --> 00:22:56,630 their employee base that others were facing in the health 342 00:22:56,630 --> 00:23:01,010 space. So tremendous story both pre- pandemic as well as 343 00:23:01,010 --> 00:23:04,490 post- pandemic that I think really speaks to the power 344 00:23:04,490 --> 00:23:19,260 of digital transformation with cloud agility there. Hey, Sheila. I 345 00:23:19,260 --> 00:23:29,080 think you're muted. I always do that to be polite 346 00:23:29,080 --> 00:23:31,960 to the speaker before me, and then I'm not polite 347 00:23:31,960 --> 00:23:34,580 when I start talking and nobody can hear me, but 348 00:23:34,580 --> 00:23:38,070 life goes on so thank you, Josh, for letting me 349 00:23:38,070 --> 00:23:43,640 know. So when you have digital engagement and you're introducing 350 00:23:43,640 --> 00:23:47,480 it into your contact center, part of that story is 351 00:23:47,730 --> 00:23:54,820 also building on the channel agents, because omnichannel agents are who 352 00:23:54,820 --> 00:23:58,850 you need to do all of this fantastic work of 353 00:23:58,850 --> 00:24:01,760 integrating all of these channels and doing all of this. 354 00:24:02,150 --> 00:24:07,710 But omnichannel agents are not born, they are made and 355 00:24:07,710 --> 00:24:13,880 they're made by having workforce engagement management solutions that can 356 00:24:15,050 --> 00:24:19,090 handle all of the channels. So it's interesting, over the 357 00:24:19,090 --> 00:24:21,830 last couple of years when I was still doing speaking 358 00:24:21,830 --> 00:24:24,660 engagements where people were in front of me, one of 359 00:24:24,660 --> 00:24:26,930 the questions I would ask is, " How many of you 360 00:24:26,930 --> 00:24:33,490 are using a workforce monitoring system that just handles voice?" 361 00:24:34,220 --> 00:24:37,970 And it would be amazing what a high proportion of 362 00:24:37,970 --> 00:24:41,160 the audience members would say that their quality monitoring was 363 00:24:41,160 --> 00:24:44,720 just for voice. So we can't build omnichannel agents if 364 00:24:44,720 --> 00:24:49,050 we don't have tools that address all of the channels. 365 00:24:49,290 --> 00:24:51,950 So as you move toward digital engagement, you have to 366 00:24:51,950 --> 00:24:55,530 sort of bring in that workforce engagement part of it. 367 00:24:56,500 --> 00:24:58,620 The other, to me, one of the elements of building 368 00:24:58,620 --> 00:25:03,370 an omnichannel agent is sort of a mindset twist, which 369 00:25:03,370 --> 00:25:07,300 is typically in the context in how we think about handling this interaction, 370 00:25:07,780 --> 00:25:14,320 this transaction, single transaction resolution, that's the goal. But in 371 00:25:14,320 --> 00:25:18,010 reality with digital engagement, often that customer's coming to you 372 00:25:18,280 --> 00:25:22,520 with other content, with other interactions that they already had. 373 00:25:22,520 --> 00:25:25,580 They'd looked on the website, they may have tried to 374 00:25:25,580 --> 00:25:28,900 chat with you, they may have sent an email, and 375 00:25:28,900 --> 00:25:33,140 so it's no longer the agent's responsibility to just handle 376 00:25:33,140 --> 00:25:37,180 this interaction, but to look at the entire journey that 377 00:25:37,180 --> 00:25:42,030 the customer has been on. So from a building your 378 00:25:42,090 --> 00:25:46,410 contact center plan, what do you need, you not just 379 00:25:46,410 --> 00:25:49,520 have to make those digital channels available. You have to 380 00:25:49,520 --> 00:25:53,300 coach and train and monitor the agents on all of 381 00:25:53,300 --> 00:25:56,150 those channels, and then to the extent that you can, 382 00:25:56,150 --> 00:25:59,030 you need to make sure that the agent has the 383 00:25:59,030 --> 00:26:03,590 context, the information from those other steps that the customer 384 00:26:03,590 --> 00:26:08,170 has taken. So as we move to the next slide, 385 00:26:08,240 --> 00:26:14,700 we're going to have Janelle tell us about Ethiopian Airlines 386 00:26:14,760 --> 00:26:17,350 and some of the things that they have done. Yeah, 387 00:26:17,350 --> 00:26:21,410 so Company Nurse, they had integrated workforce engagement management as 388 00:26:21,410 --> 00:26:26,160 well, but here's another example in a different industry across 389 00:26:26,160 --> 00:26:29,150 the pond that also saw a big change last year 390 00:26:29,150 --> 00:26:33,920 with the airline industry. Ethiopia Airlines, unrivaled in Africa for 391 00:26:33,920 --> 00:26:39,610 their efficiency and operational success, like every airline I can 392 00:26:39,610 --> 00:26:43,250 think of anyway, last year they were just trying to 393 00:26:43,250 --> 00:26:46,760 survive and look for ways to lower costs and improve 394 00:26:46,760 --> 00:26:50,550 margins, focusing on the customer, I think, too, an important 395 00:26:50,550 --> 00:26:54,430 point in your buying consideration, looking at not just the 396 00:26:54,430 --> 00:26:58,070 service part of your customer journey, but looking for engagement 397 00:26:58,070 --> 00:27:01,880 tools that span marketing sales and service. Let's look at 398 00:27:01,880 --> 00:27:06,330 the before and after of Ethiopia Airlines. Prior to moving 399 00:27:06,330 --> 00:27:11,620 to Genesys Cloud- based environment, they were facing incompatible systems, 400 00:27:12,360 --> 00:27:16,270 their calls were actually routed to employees that weren't taking 401 00:27:16,270 --> 00:27:20,520 into account even just basic things like language skills or 402 00:27:20,520 --> 00:27:24,220 any skills for that matter. Their teams worked in silos, 403 00:27:24,220 --> 00:27:29,170 handling emails, handling chats, handling phone calls, all separately, they 404 00:27:29,170 --> 00:27:32,500 didn't have a CRM system, they didn't have workforce engagement, 405 00:27:33,010 --> 00:27:36,730 data was buried elsewhere and everywhere, and needless to say, 406 00:27:36,730 --> 00:27:39,740 they lacked that full overview of the customer journey and 407 00:27:39,790 --> 00:27:43,730 that real- time insight. So looking into the essential capabilities 408 00:27:44,160 --> 00:27:49,330 they captured, they deployed within two months, had 500 agents 409 00:27:49,410 --> 00:27:54,440 now working more productively in a blended fashion, handling emails, 410 00:27:54,440 --> 00:27:59,110 chats and phone calls, effortlessly switching between them, all from 411 00:27:59,110 --> 00:28:02,770 that single omnichannel desktop, which is really important in order 412 00:28:02,770 --> 00:28:05,310 for the employees to be able to do that. And 413 00:28:05,310 --> 00:28:10,220 they really unlocked further customer experience gains by introducing that 414 00:28:10,220 --> 00:28:15,010 workforce engagement piece to further improve the customer experience. So, 415 00:28:15,040 --> 00:28:21,320 some results, their service levels went from 70% to 95%. 416 00:28:21,670 --> 00:28:26,430 They had higher first- call resolution, their abandonment rate went 417 00:28:26,430 --> 00:28:31,440 from 20% just down to 3%. Calls answered went from 418 00:28:31,440 --> 00:28:34,140 20 seconds, which airline, that's still pretty good, down to 419 00:28:34,140 --> 00:28:36,620 eight seconds, I can't remember when the last time I 420 00:28:36,620 --> 00:28:39,270 called an airline and they answered in eight seconds, and 421 00:28:39,330 --> 00:28:42,570 they had that agility they needed to change IBR menus 422 00:28:42,570 --> 00:28:46,910 on the dime without having to pay for external support. 423 00:28:47,440 --> 00:28:51,910 In addition, they expanded the use of their cloud technology 424 00:28:52,010 --> 00:28:55,630 to their sales environment, too, being able to monitor customers' 425 00:28:55,630 --> 00:29:00,620 behavior on their website, understand that and get predictive with 426 00:29:00,620 --> 00:29:03,560 the use of AI to intercept in the moment because 427 00:29:03,560 --> 00:29:07,090 they had the right staff in place to really help 428 00:29:07,090 --> 00:29:10,690 that customer through their buyer journey and saw web conversion 429 00:29:10,690 --> 00:29:14,840 rates just increase dramatically, and you can see the results 430 00:29:14,840 --> 00:29:19,230 there. So I love this story because it is really 431 00:29:19,230 --> 00:29:23,030 a proved point in helping a company that was in 432 00:29:23,030 --> 00:29:28,190 a struggling industry last year, and looking ahead, really make 433 00:29:28,190 --> 00:29:32,810 change and support the customer journey across marketing, sales and 434 00:29:32,810 --> 00:29:38,680 service. Excellent, so we are moving to our next poll. 435 00:29:38,740 --> 00:29:44,880 The question is, " Is there value in integrating your unified 436 00:29:44,880 --> 00:29:50,410 communication solution incorporation with the contact center?" We have just 437 00:29:50,410 --> 00:29:55,030 three choices; yes, we think there's value in integrating them, 438 00:29:55,310 --> 00:29:59,670 but we prefer one solution for both contact center and 439 00:29:59,720 --> 00:30:04,970 unified communications and collaboration. Yes, we think there's value and 440 00:30:04,970 --> 00:30:09,920 our preferred solution is Microsoft Teams, and this is one of those ones where 441 00:30:09,920 --> 00:30:13,380 we wait for all of the responses before you select 442 00:30:13,380 --> 00:30:16,450 one because you might be number one but number two 443 00:30:16,450 --> 00:30:20,470 is more specific to you. And then third, yes, our 444 00:30:20,470 --> 00:30:26,660 preferred solution is a different UCC provider. Okay, so I 445 00:30:26,660 --> 00:30:29,210 realize we do not have a choice here for no. 446 00:30:31,790 --> 00:30:35,560 We may have missed that, but we'll see what people 447 00:30:35,560 --> 00:30:37,900 think. I think it'll be interesting to see what we 448 00:30:37,900 --> 00:30:43,380 get here. Clearly, Microsoft Teams had a huge uptick in 449 00:30:43,380 --> 00:30:47,130 usage in 2020, so I'm not going to be surprised 450 00:30:47,130 --> 00:30:50,750 to see that we have a lot of Microsoft Teams users, 451 00:30:50,750 --> 00:30:54,230 what do you think, Janelle? I think the same, it's 452 00:30:54,230 --> 00:30:57,190 becoming one of those essential capabilities you mentioned at the 453 00:30:57,190 --> 00:31:01,230 beginning. It used to be a very separate decision and 454 00:31:01,230 --> 00:31:05,180 while it may not be from a single provider, we're 455 00:31:05,180 --> 00:31:09,710 seeing it recurring on the list of requirements for cloud 456 00:31:09,710 --> 00:31:12,520 based solutions to be able to extend beyond the contact 457 00:31:12,530 --> 00:31:16,030 center and have an integrated solution regardless, so we're keen 458 00:31:16,030 --> 00:31:20,790 to see if our audience agrees. Okay, so drum roll. 459 00:31:25,770 --> 00:31:30,940 I'm going to... I was hitting submit instead of next. 460 00:31:30,970 --> 00:31:36,330 Okay, what can we discern from this? Over 50% are 461 00:31:36,330 --> 00:31:40,880 using Teams, wow. That's even higher than I would've predicted. 462 00:31:41,870 --> 00:31:44,950 Or their preferred solution is Teams, doesn't tell me that 463 00:31:44,950 --> 00:31:49,960 they're really using it but I'm actually surprised it's as 464 00:31:49,960 --> 00:31:52,320 close between the first and second option as it is. 465 00:31:52,320 --> 00:31:55,250 I thought it would be a bigger differential because we're 466 00:31:55,250 --> 00:32:00,990 definitely seeing more for Teams across the board. Yeah, and 467 00:32:00,990 --> 00:32:03,990 not too much for other providers. Yeah, back to Teams, 468 00:32:03,990 --> 00:32:06,620 I happened to be on their site today and there 469 00:32:06,630 --> 00:32:10,270 are 15 different contact centers who are working to get 470 00:32:10,270 --> 00:32:13,620 certified in Microsoft Teams, so it's a much bigger effort 471 00:32:13,620 --> 00:32:16,360 than it has been for many years. So I think 472 00:32:16,700 --> 00:32:18,700 to the point that we've both made at this point, 473 00:32:18,700 --> 00:32:24,430 Janelle, the importance of bringing together the unified communications and 474 00:32:24,400 --> 00:32:28,140 the contact center has just been elevated. Part of that 475 00:32:28,140 --> 00:32:32,300 is not being in a single physical location and not 476 00:32:32,300 --> 00:32:37,040 being able to bring your supervisor over with something as 477 00:32:37,040 --> 00:32:42,900 easy raising your hand. A study that I had read 478 00:32:42,900 --> 00:32:47,340 over the summer, that 93% of companies now say that 479 00:32:47,380 --> 00:32:52,040 UC and team messaging integration with the contact center is 480 00:32:52,040 --> 00:32:57,270 a very important factor in customer experience success, and yet, 481 00:32:57,500 --> 00:33:00,930 as you and I know, there's not enough evidence today 482 00:33:01,130 --> 00:33:04,430 that, that's happening in contact centers. I think if we've 483 00:33:04,430 --> 00:33:07,730 got that many listeners who are thinking Microsoft Teams is 484 00:33:07,730 --> 00:33:11,160 the answer, and companies like Genesys are now stepping up 485 00:33:11,220 --> 00:33:14,140 and working much more closely with Microsoft, hopefully a year 486 00:33:14,140 --> 00:33:17,040 from now we'll see a lot more of that UC in 487 00:33:17,040 --> 00:33:20,700 contact center integration. You're going to tell us about one 488 00:33:20,700 --> 00:33:24,410 customer who's doing that. Absolutely, as I mentioned, we see 489 00:33:24,410 --> 00:33:27,850 it on many people's list and here's an example of 490 00:33:28,630 --> 00:33:33,330 a company that I admire so much, who has taken 491 00:33:33,330 --> 00:33:36,120 that step forward and has it implemented. Let me tell 492 00:33:36,120 --> 00:33:40,390 you a little bit about Integral Care. I think of 493 00:33:40,390 --> 00:33:44,560 their contact center not as a call center, I don't 494 00:33:44,730 --> 00:33:46,930 think of it as a profit center, I think of 495 00:33:46,930 --> 00:33:50,580 it as a life center. They have about 900 people 496 00:33:50,580 --> 00:33:56,170 on staff across 45 locations, where they provide a 24 497 00:33:56,170 --> 00:34:00,850 hour crisis helpline that's often that first point of contact 498 00:34:00,850 --> 00:34:05,100 for people needing that immediate emotional support, especially during these 499 00:34:05,100 --> 00:34:09,100 crazy times. They also receive traffic from calls to national 500 00:34:09,100 --> 00:34:14,620 suicide prevention lines. So as you can imagine, streamlined communication, 501 00:34:14,850 --> 00:34:19,790 it is essential and lifesaving, and downtime is more than 502 00:34:19,790 --> 00:34:24,210 critical, it can be even tragic. So where were they? 503 00:34:24,600 --> 00:34:29,070 Prior to Genesys, they were having huge technology issues that 504 00:34:29,070 --> 00:34:34,890 were degrading their service levels for this helpline. Their CIO, 505 00:34:34,890 --> 00:34:37,610 if he was on, he would describe their on- premises 506 00:34:37,610 --> 00:34:43,700 contact center system as unreliable, hard to scale, expensive to 507 00:34:43,700 --> 00:34:48,210 maintain and add features, and on average, they suffered two 508 00:34:48,210 --> 00:34:52,140 to three outages a month. And you can see on 509 00:34:52,140 --> 00:34:56,300 the slide, those each lasted anywhere from 15 minutes to 510 00:34:56,300 --> 00:34:59,900 five hours, where during that time, they couldn't even take 511 00:34:59,960 --> 00:35:03,870 a critical call, which was totally unacceptable. So they went 512 00:35:03,870 --> 00:35:07,290 with a cloud based platform, voice and digital channels, seeing 513 00:35:07,300 --> 00:35:11,850 a theme here, and they integrated Genesys Cloud with their 514 00:35:11,850 --> 00:35:16,320 Netsmart Electronic Health system. They really appreciated the platform capabilities 515 00:35:16,320 --> 00:35:18,830 that Genesys Cloud brought to the table as well, so 516 00:35:18,830 --> 00:35:22,360 that they could leverage that existing system that was working 517 00:35:22,360 --> 00:35:26,020 really well for them. So they also were looking, as 518 00:35:26,020 --> 00:35:29,460 an essential capability, for that cloud platform to be able 519 00:35:29,460 --> 00:35:34,410 to intercept and route calls for neighboring area codes automatically 520 00:35:34,410 --> 00:35:37,810 so that they could make best use of local knowledge 521 00:35:37,810 --> 00:35:43,760 and resources. Sheila, you mentioned that COVID- 19 catapulted telehealth 522 00:35:43,760 --> 00:35:47,560 forward by decades in a few months. After they did 523 00:35:47,560 --> 00:35:52,000 that, they then integrated with Microsoft Teams so that they 524 00:35:52,000 --> 00:35:55,180 could make it even easier for case managers that weren't 525 00:35:55,180 --> 00:36:00,860 regular contact center agents to also be able to conduct 526 00:36:01,040 --> 00:36:05,770 telehealth video calls with clients and collaborate effectively with other 527 00:36:05,770 --> 00:36:09,220 agents. So we don't see a ton of people doing 528 00:36:09,220 --> 00:36:12,380 this yet, but we are hearing Microsoft Teams integration on 529 00:36:12,380 --> 00:36:15,520 a regular basis, on many buyers' minds. I think Integral 530 00:36:15,520 --> 00:36:18,940 Care is a great organization and a great example that 531 00:36:18,950 --> 00:36:22,930 has forged ahead to integrate their UC and their contact 532 00:36:22,930 --> 00:36:29,820 center technologies really for the best of reasons. Excellent. Oops. 533 00:36:31,210 --> 00:36:34,540 Trying to move on... here we go. And I can 534 00:36:34,540 --> 00:36:40,620 be heard this time? Yes, okay. Yes. I did it. So 535 00:36:40,620 --> 00:36:44,920 we talked about artificial intelligence and what's interesting is digital 536 00:36:44,920 --> 00:36:48,350 engagement keeps coming up, and really the two of them 537 00:36:48,350 --> 00:36:54,440 are very tightly integrated, because artificial intelligence is really what 538 00:36:54,440 --> 00:36:58,540 helps optimize for digital- first. If you look at all 539 00:36:58,540 --> 00:37:04,310 of these technologies that are here; automatic speech recognition, natural 540 00:37:04,310 --> 00:37:09,370 language processing, these are all backed up with artificial intelligence 541 00:37:09,420 --> 00:37:15,780 and machine learning. But things like transcription and translation and 542 00:37:15,780 --> 00:37:21,020 automatic topic categorization, these are the exciting things that are 543 00:37:21,020 --> 00:37:26,040 relatively new to artificial intelligence, but really help bring digital 544 00:37:26,620 --> 00:37:33,600 to a much higher level. Transcription means that, that interaction 545 00:37:33,600 --> 00:37:38,600 that a customer had with a natural language bot can 546 00:37:38,600 --> 00:37:41,440 be transcribed and sent to the agent, and the highlights 547 00:37:41,440 --> 00:37:44,800 of that highlighted so the agent doesn't have to read 548 00:37:44,800 --> 00:37:47,190 every single thing that was said to the bot, but 549 00:37:47,190 --> 00:37:51,940 can just understand really quickly what the intent of this 550 00:37:51,940 --> 00:37:57,700 particular call is. Or if a customer picks up the 551 00:37:57,700 --> 00:38:02,180 phone and speaks to an intelligent virtual agent, and just 552 00:38:02,180 --> 00:38:07,660 speaks very freely, the system can automatically categorize what that 553 00:38:07,660 --> 00:38:10,580 topic is that the customer wants to talk to and 554 00:38:10,580 --> 00:38:15,040 send that to the appropriate resource. So what's exciting is 555 00:38:15,040 --> 00:38:18,110 digital- first coming at the same time as artificial intelligence, 556 00:38:18,280 --> 00:38:21,710 because one aids the other, one makes the other better 557 00:38:22,100 --> 00:38:26,510 and again, Janelle's got a great case study back to 558 00:38:26,510 --> 00:38:29,200 the unemployment case that I was talking about earlier. Go 559 00:38:29,200 --> 00:38:35,480 ahead. Yeah, I read recently that in a CMSWire article, 560 00:38:35,500 --> 00:38:41,640 72% of interactions will involve chat bots by 2022. We'll 561 00:38:41,640 --> 00:38:43,860 see, but even if it doesn't hit that high, I 562 00:38:43,860 --> 00:38:47,600 think, Sheila, your point is well taken, that digital and 563 00:38:47,600 --> 00:38:51,900 AI go hand- in- hand and that it's definitely on 564 00:38:51,900 --> 00:38:56,840 the rise. And even to your point earlier that Mayor 565 00:38:57,120 --> 00:39:00,970 Garcetti signed that executive order to make all city services 566 00:39:01,180 --> 00:39:04,500 contactless and digital, so at Genesys we saw an increase 567 00:39:04,500 --> 00:39:08,240 in the adoption of cloud AI and automation in government 568 00:39:08,550 --> 00:39:10,930 last year as well, and we expect to continue to 569 00:39:11,370 --> 00:39:15,640 see that in 2021. So this is an example of 570 00:39:15,640 --> 00:39:19,410 that, I'll leave it semi anonymous to which state it 571 00:39:19,410 --> 00:39:24,990 was exactly, but while some businesses like Company Nurse thrived 572 00:39:25,210 --> 00:39:29,170 last year, Sheila pointed out many that didn't survive. And 573 00:39:29,170 --> 00:39:34,500 due to COVID- 19, this particular state's unemployment agency saw 574 00:39:34,550 --> 00:39:39,100 a gigantic spike in unemployment just in one month around 575 00:39:39,150 --> 00:39:43,990 the February, March timeframe. To put that in perspective, they 576 00:39:43,990 --> 00:39:49,840 received 20 months of unemployment claims in just a single 577 00:39:49,840 --> 00:39:55,350 month when the pandemic hit, and their existing 25 year 578 00:39:55,350 --> 00:40:01,860 old IVR technology didn't scale and they were abandoning, at 579 00:40:01,860 --> 00:40:05,760 one point, 2,000, 000 calls per day. And I think 580 00:40:05,760 --> 00:40:09,360 of being that person that was trying to call in 581 00:40:10,170 --> 00:40:12,750 and being one of those 2, 000,000, how frustrating that 582 00:40:12,750 --> 00:40:16,220 would be. So they threw people at the problem and 583 00:40:16,220 --> 00:40:20,550 even with 1, 000 agents in their call center, they 584 00:40:20,550 --> 00:40:24,420 still had to bring in help from state legislator, putting 585 00:40:24,740 --> 00:40:27,460 more employees on the phone and while their citizens were 586 00:40:27,460 --> 00:40:30,160 in a crisis because they lost their job, the agency 587 00:40:30,530 --> 00:40:32,990 was also in a crisis and they needed help. So 588 00:40:33,040 --> 00:40:36,980 they reached out to many providers for quotes for services, 589 00:40:37,500 --> 00:40:40,300 and they needed a trusted advisor to help them throughout. 590 00:40:40,370 --> 00:40:44,650 On their list of essential capabilities, it was pretty straightforward; 591 00:40:44,870 --> 00:40:49,470 cloud automation, fast. And so, in the solution here, the 592 00:40:49,470 --> 00:40:53,100 agency took advantage of our rapid response program we launched 593 00:40:53,100 --> 00:40:56,440 last year to serve our customers, and they quickly stood 594 00:40:56,440 --> 00:40:59,770 up Genesys Cloud IVR for their voice calls. Part of 595 00:40:59,770 --> 00:41:04,030 that program was with our prebuilt integration to Google Dialog 596 00:41:04,030 --> 00:41:07,900 Flow, one of our very strategic partners for that virtual 597 00:41:07,900 --> 00:41:11,920 agent capabilities for both calls and chat on the website. 598 00:41:12,430 --> 00:41:15,020 They were up and running in about two weeks with 599 00:41:15,020 --> 00:41:19,990 a full solution, saw a 350% increase in connected calls 600 00:41:20,560 --> 00:41:24,130 and what that translates to is like a typical February 601 00:41:24,180 --> 00:41:27,320 for this agency would see 70 claims, they processed that 602 00:41:27,320 --> 00:41:30,650 same number in a single day in March. So to 603 00:41:30,650 --> 00:41:33,920 me, this is just a super powerful story of the 604 00:41:34,260 --> 00:41:38,300 power of a cloud platform and being able to integrate 605 00:41:38,300 --> 00:41:45,170 with other strategic partners out there. Just a moment. I'm live. 606 00:41:45,530 --> 00:41:51,030 Platform capabilities, so this is a buyer's guide for 2021. 607 00:41:51,030 --> 00:41:56,370 Perhaps in 2020, you wouldn't have been thinking that having 608 00:41:56,760 --> 00:42:02,620 an orchestration tool, having the ability to perhaps just use 609 00:42:02,750 --> 00:42:08,260 parts of a solution like Genesys Cloud in your contact 610 00:42:08,260 --> 00:42:11,570 center, it might never occur to you, but suddenly in 611 00:42:11,580 --> 00:42:15,650 2021 it does occur to you. You have tens of 612 00:42:15,650 --> 00:42:18,490 thousands of agents and you want to add a capability 613 00:42:18,740 --> 00:42:21,530 like the one that Janelle just talked about for the unemployment 614 00:42:21,530 --> 00:42:24,820 office. It doesn't always mean you have to change everything, 615 00:42:25,280 --> 00:42:27,190 it doesn't mean you have to change all the voice 616 00:42:27,190 --> 00:42:30,070 capabilities that you have and that you've built. But with 617 00:42:30,070 --> 00:42:35,310 platform capabilities and the ability to add those great AI 618 00:42:35,630 --> 00:42:39,920 capabilities from the cloud to your existing platform, that's when 619 00:42:39,920 --> 00:42:42,900 it becomes important to understand, " What can platform do for 620 00:42:42,900 --> 00:42:46,410 me? In that period between now and maybe two or 621 00:42:46,410 --> 00:42:49,810 three or five years when I move off the premises 622 00:42:49,810 --> 00:42:53,640 solution that I have, how can I start taking advantage 623 00:42:53,890 --> 00:42:57,200 of the cloud?" And I think platform capabilities are key 624 00:42:57,200 --> 00:43:02,610 to that, because even without changing your entire operation, you 625 00:43:02,610 --> 00:43:06,020 can get some of those benefits of faster time to 626 00:43:06,020 --> 00:43:10,870 market, like the unemployment office did. Increased iteration time, being 627 00:43:10,870 --> 00:43:16,710 able to change things more quickly and increased stakeholder engagement 628 00:43:16,710 --> 00:43:20,330 and satisfaction because they can make some of the changes 629 00:43:20,330 --> 00:43:22,810 that need to be made without having to go to 630 00:43:22,810 --> 00:43:26,540 IT necessarily every time. So you may not have been 631 00:43:26,540 --> 00:43:28,770 thinking about it a year ago, but as you speak 632 00:43:28,830 --> 00:43:32,150 to the vendors that you're thinking about as you take 633 00:43:32,150 --> 00:43:37,310 the next steps in your contact center solution journey, make 634 00:43:37,310 --> 00:43:39,110 sure that this is on that list of things that 635 00:43:39,110 --> 00:43:46,350 you're looking for and at. So what are legacy call 636 00:43:46,350 --> 00:43:52,650 centers not delivering right now? Integrated digital channels, how often 637 00:43:52,650 --> 00:43:56,000 do I see a contact center that has perhaps a 638 00:43:56,000 --> 00:44:00,020 great voice contact center, but they've used a different vendor 639 00:44:00,020 --> 00:44:04,100 for email and maybe a different vendor for chat, and 640 00:44:04,100 --> 00:44:06,720 none of that is integrated. And that agent who's on 641 00:44:06,730 --> 00:44:11,040 the voice contact center gets no data necessarily from those 642 00:44:11,040 --> 00:44:15,360 digital engagements, so it's almost impossible for that agent to 643 00:44:15,360 --> 00:44:20,740 have context. Robust support from remote and mobile workforce, and 644 00:44:20,740 --> 00:44:23,960 that means both for the contact center solution as well 645 00:44:23,960 --> 00:44:28,890 as for the workforce engagement management applications. That seamless front 646 00:44:28,890 --> 00:44:32,510 office, back office communications. As we talked about, it doesn't 647 00:44:32,510 --> 00:44:35,360 have to be one solution as long as there is 648 00:44:35,360 --> 00:44:38,840 a tight integration between the two, like Genesys is doing 649 00:44:38,840 --> 00:44:43,700 with Microsoft Teams. Legacy call centers, it's difficult for them 650 00:44:43,700 --> 00:44:47,730 to use artificial intelligence and to help you have that 651 00:44:47,730 --> 00:44:51,480 innovation, and so it makes hard to have that agility to 652 00:44:51,480 --> 00:44:56,380 make changes quickly based on business needs. I mean those 653 00:44:56,380 --> 00:45:01,160 of us who worked at legacy contact centers know, typically they're told, " Maybe next 654 00:45:01,160 --> 00:45:06,160 year, maybe." And we're in a world where we need 655 00:45:06,160 --> 00:45:11,460 that by next week, " Maybe next year," doesn't work anymore. So 656 00:45:11,460 --> 00:45:15,420 we're going to go to our final poll question. Among the areas 657 00:45:15,680 --> 00:45:20,340 that we discussed today, what is your top priority for 658 00:45:20,340 --> 00:45:27,130 customer experience technology investment in 2021? Is it digital engagement, 659 00:45:27,480 --> 00:45:30,960 expanding the number of channels that you have, integrating it 660 00:45:31,270 --> 00:45:34,870 more closely to the voice channel? Is it workforce engagement, 661 00:45:35,950 --> 00:45:42,650 integrated collaboration and contact center technology, or artificial intelligence and 662 00:45:42,650 --> 00:45:50,220 automation? All good choices. Hold on. Again, I think it 663 00:45:50,220 --> 00:45:54,970 depends on where our audience is at, because digital engagement 664 00:45:54,970 --> 00:45:58,090 and AI go hand- in- hand. Some might already be 665 00:45:58,190 --> 00:46:03,820 using it, some might be evolving to more channels. I 666 00:46:03,820 --> 00:46:08,500 also read a study where, I think, by 2022 the 667 00:46:08,500 --> 00:46:11,530 use of workforce engagement in the cloud will be at 668 00:46:11,890 --> 00:46:16,210 94% so maybe it's on- premise, by working the cloud. 669 00:46:16,460 --> 00:46:20,720 I also have seen a pivot where many companies are 670 00:46:20,720 --> 00:46:25,960 using workforce optimization, where it's very focused on operational efficiency, 671 00:46:26,290 --> 00:46:29,750 and to your point earlier with the gamification example, really 672 00:46:29,750 --> 00:46:33,020 shifting more towards that focus with the employee, especially in 673 00:46:33,020 --> 00:46:37,010 this virtual world of workforce engagement, so I'm intrigued to 674 00:46:37,010 --> 00:46:38,430 see where we're going to be at. What do you 675 00:46:38,430 --> 00:46:43,970 think, Sheila? I think digital, I mean I think that's 676 00:46:43,970 --> 00:46:47,960 the pressing need for a lot of businesses, that they 677 00:46:48,000 --> 00:46:50,110 may not have been doing that as well as they'd 678 00:46:50,110 --> 00:46:58,720 like, but we will see. It's time. Aha! You were 679 00:46:58,720 --> 00:47:05,020 right. Interesting. Well, I wanted you to say it. Well, 680 00:47:05,020 --> 00:47:10,400 look at the tie between integrated collaboration and AI actually, 681 00:47:10,400 --> 00:47:15,600 that's interesting. Right, because they're so different, right? Yeah. They're 682 00:47:15,600 --> 00:47:18,980 very different. One is probably more contact center focused, the 683 00:47:18,980 --> 00:47:22,410 AI, and the other is more enterprise focused, but it 684 00:47:22,410 --> 00:47:24,780 comes back to what you said about sales, service and 685 00:47:24,780 --> 00:47:27,950 marketing. We're not going to get there without the integrated 686 00:47:27,950 --> 00:47:33,110 collaboration, I think, so excellent. It's always interesting to learn 687 00:47:33,110 --> 00:47:38,350 something about how people are thinking, that's why the poll, this is not 688 00:47:38,350 --> 00:47:39,990 for us as it is for them, but you get 689 00:47:39,990 --> 00:47:41,830 to see what your peers are thinking as well. So 690 00:47:41,830 --> 00:47:46,760 I am now going to move it to you to 691 00:47:46,760 --> 00:47:51,120 finish up on the Genesys vision. Fabulous. Well, we highlighted 692 00:47:51,120 --> 00:47:54,800 these essential capabilities that we just reviewed in the poll. 693 00:47:54,800 --> 00:47:59,830 Top of line, digital engagement, integrated UC and CC, artificial 694 00:47:59,830 --> 00:48:05,360 intelligence, workforce engagement. As you evaluate providers for these essential 695 00:48:05,360 --> 00:48:09,440 capabilities, you need to ultimately improve customer experience. Let me 696 00:48:09,440 --> 00:48:12,500 just leave you with this final point that relates to 697 00:48:12,500 --> 00:48:16,960 our vision for our customers. When it comes to customer 698 00:48:16,960 --> 00:48:22,200 experience, of course your customers want their issues resolved quickly and 699 00:48:22,200 --> 00:48:26,750 correctly, and we know that efficiency and effectiveness, they're always 700 00:48:26,750 --> 00:48:29,420 going to be important for your contact centers to be 701 00:48:29,420 --> 00:48:31,790 able to support and for your company to be able 702 00:48:31,790 --> 00:48:36,080 to support. But don't forget that your customers along the 703 00:48:36,390 --> 00:48:40,250 way, especially now more than ever, want to be treated 704 00:48:40,250 --> 00:48:43,180 with empathy, or in other words to be to heard 705 00:48:43,180 --> 00:48:47,540 and understood. So experience as a service is the Genesys 706 00:48:47,540 --> 00:48:51,520 vision that helps you put empathy at the center of 707 00:48:51,520 --> 00:48:56,570 each experience. It's the key ingredient, along with efficiency and 708 00:48:56,570 --> 00:49:01,880 effectiveness, that helps foster trust with your customers to ultimately 709 00:49:01,880 --> 00:49:06,210 drive loyalty. So here at Genesys, we're making experience as 710 00:49:06,210 --> 00:49:09,810 a service a reality by helping you use the right 711 00:49:09,810 --> 00:49:13,430 combination of technology so that you can truly personalize those 712 00:49:13,430 --> 00:49:17,980 experiences at scale. And that right combo of tech, it 713 00:49:17,980 --> 00:49:22,520 starts with data from any system or any engagement, including 714 00:49:22,520 --> 00:49:25,410 the one going on in the moment. Then, with the 715 00:49:25,410 --> 00:49:30,060 power of cloud and by applying AI, you can process 716 00:49:30,060 --> 00:49:33,730 this data in real- time, you can decipher the customer's 717 00:49:33,730 --> 00:49:36,270 intent and predict how and when to interact with them 718 00:49:36,270 --> 00:49:39,870 further and with this understanding of your customers, you can 719 00:49:39,870 --> 00:49:43,950 quickly then provide that relevant and personalized experience with those 720 00:49:43,950 --> 00:49:48,260 engagement tools like in the Ethiopia example that spans marketing, 721 00:49:48,260 --> 00:49:52,840 sales and services. So ultimately, your customers will feel like 722 00:49:52,840 --> 00:49:55,980 they're a priority to you, they'll feel cared for as 723 00:49:55,980 --> 00:50:00,970 individuals, sometimes that literally is a life or death situation, 724 00:50:01,040 --> 00:50:04,400 and they feel uniquely understood. They won't have to repeat 725 00:50:04,400 --> 00:50:08,580 themselves, their issues will be resolved, sometimes even before they 726 00:50:08,580 --> 00:50:13,640 know it, with compassion. So integrated data, AI, engagement tools 727 00:50:13,640 --> 00:50:17,620 with that cloud interactive ability and choice really are at 728 00:50:17,620 --> 00:50:22,130 the heart of the essential capabilities we see companies needing, 729 00:50:22,480 --> 00:50:24,960 now and for the future. So with the trends that 730 00:50:24,960 --> 00:50:29,070 Sheila shared, the customer examples that I highlighted, know that 731 00:50:29,600 --> 00:50:33,910 this combination of tech that fuels this vision of experience 732 00:50:33,950 --> 00:50:36,950 as a service, is possible because the technologies we talked 733 00:50:36,950 --> 00:50:40,270 about today are finally at that right level of maturity 734 00:50:40,270 --> 00:50:43,230 and within reach for any company. So with this vision, 735 00:50:43,700 --> 00:50:46,590 you as a business can truly take a more customer- 736 00:50:46,590 --> 00:50:50,170 centric approach with your business and with your engagement with 737 00:50:50,290 --> 00:50:55,020 customers. So with all that said, Josh, I think I'll 738 00:50:55,020 --> 00:50:56,700 turn it over to you to see if there's any 739 00:50:57,020 --> 00:51:02,130 questions. Thanks, Janelle. So, just to get started, we do have 740 00:51:02,130 --> 00:51:03,960 a few questions that have already come in, but as 741 00:51:03,960 --> 00:51:06,770 a reminder to everybody in the audience, to participate in 742 00:51:06,770 --> 00:51:09,350 today's Q& A, just submit those into the Q& A 743 00:51:09,350 --> 00:51:11,470 window below the slides and we'll get to as many 744 00:51:11,470 --> 00:51:13,540 as we can with the little time that we have 745 00:51:13,540 --> 00:51:16,290 remaining today. As I mentioned before, though, there is a 746 00:51:16,290 --> 00:51:17,820 chance that we're not going to be able to get to 747 00:51:17,820 --> 00:51:19,940 all of the questions today, so if we do not 748 00:51:19,940 --> 00:51:22,770 answer your question aloud, what we'll do is we'll follow 749 00:51:22,770 --> 00:51:25,130 up with you via email within the next few business 750 00:51:25,130 --> 00:51:28,810 days. To kick things off, as we do have a couple 751 00:51:28,810 --> 00:51:32,050 of live questions in here now, so I think this 752 00:51:32,050 --> 00:51:34,590 is going to be directed more towards you, Sheila. The 753 00:51:34,590 --> 00:51:38,070 first question is, " Is the change for digital a resource 754 00:51:38,310 --> 00:51:42,310 of COVID- 19 or more because of the younger demographics 755 00:51:42,340 --> 00:51:45,390 of customers like Gen Y and Gen Z using more 756 00:51:45,390 --> 00:51:49,980 apps and SMS and chat?" One of the things that 757 00:51:49,980 --> 00:51:53,990 I've been talking about is that, what COVID has done 758 00:51:53,990 --> 00:51:59,980 is accelerate a need that was already there. I think 759 00:52:01,020 --> 00:52:05,900 we weren't, as an industry, providing the digital choices that 760 00:52:05,900 --> 00:52:10,170 consumers wanted. There was a gap between what consumers wanted 761 00:52:10,170 --> 00:52:13,730 and what we were delivering, just like when I talked 762 00:52:13,730 --> 00:52:17,590 about the retail apocalypse. There was a gap and so 763 00:52:17,640 --> 00:52:21,390 what COVID has done is highlight that gap, because to 764 00:52:21,790 --> 00:52:24,910 the point of the questioner, the Gen Zs and the 765 00:52:24,910 --> 00:52:28,430 Millennials were looking for these choices, we just weren't delivering 766 00:52:28,430 --> 00:52:32,500 them. Now, everybody is looking for them, everybody's a Gen 767 00:52:32,500 --> 00:52:37,710 Z. Even my 93 year old father- in- law has 768 00:52:37,710 --> 00:52:40,460 suddenly had to become a Gen Z, because the only 769 00:52:40,460 --> 00:52:42,770 to make his appointment for a vaccine was to do 770 00:52:42,770 --> 00:52:46,130 it online. So I think what it's done is accelerate, 771 00:52:46,380 --> 00:52:50,030 and it's really two trends coming together and reinforcing one 772 00:52:50,030 --> 00:52:57,950 another. Then as a follow up, this individual asks, " Do 773 00:52:57,950 --> 00:53:01,840 you see CX as a separate function from CCaaS, or 774 00:53:01,840 --> 00:53:07,330 an integral part of the platform?" Interesting, I saw that 775 00:53:07,330 --> 00:53:10,340 question and I was thinking about it. CCaaS is a 776 00:53:10,340 --> 00:53:17,640 technology. It's very specific, it's something you buy. Customer experience, 777 00:53:17,790 --> 00:53:21,780 to me, is a strategy. It's, " What is our strategy 778 00:53:22,030 --> 00:53:27,330 to deliver to our customers an overall experience that keeps 779 00:53:27,330 --> 00:53:30,870 them with us?" So I see them as quite separate. 780 00:53:31,100 --> 00:53:34,770 The other thing is, for me, customer experience includes more 781 00:53:34,770 --> 00:53:40,840 technologies than just CCaaS, it includes customer relationship management, it 782 00:53:40,840 --> 00:53:45,990 includes workforce engagement management, so to me, CCaaS is a 783 00:53:45,990 --> 00:53:49,090 much broader term, but it's also, to me, more of 784 00:53:49,090 --> 00:53:52,790 a, " What is the company CCaaS strategy? Not who is 785 00:53:52,790 --> 00:53:56,750 their vendor." Can I just add to that? Improving customer 786 00:53:56,750 --> 00:54:00,060 experience is a business outcome, I mean you could Google 787 00:54:00,820 --> 00:54:03,640 tons of different studies out there that show the impact 788 00:54:03,640 --> 00:54:07,760 to a company's bottom line when you focus on improving 789 00:54:08,130 --> 00:54:11,280 customer experience. And to Sheila's point, too, I totally agree 790 00:54:11,280 --> 00:54:16,120 to that, but CCaaS technology is part of that strategy 791 00:54:16,120 --> 00:54:23,530 to direct towards that outcome. Awesome. Thanks, guys. I'll direct 792 00:54:23,530 --> 00:54:26,670 this question to you, Janelle, and, Sheila, you're welcome to 793 00:54:26,990 --> 00:54:30,600 follow up. This individual is moving from an on- premise 794 00:54:31,870 --> 00:54:34,850 setup to a unified communication spot where blending CCaaS and 795 00:54:34,850 --> 00:54:38,890 UCaaS with a cloud based provider. If you have any 796 00:54:38,890 --> 00:54:43,100 recommendations, how would you suggest they choose, or what would 797 00:54:43,100 --> 00:54:48,030 you suggest they choose in that direction? It's difficult for 798 00:54:48,030 --> 00:54:51,010 me to answer that with any wisdom when I don't 799 00:54:51,010 --> 00:54:54,560 know your business requirements, so it really comes down to 800 00:54:54,610 --> 00:54:58,130 what are your business needs and business requirements and what 801 00:54:58,130 --> 00:55:01,760 you use cases are you looking to support, like with 802 00:55:01,760 --> 00:55:07,620 meetings, with video, with unified chat across the contact center 803 00:55:07,680 --> 00:55:10,890 presence, et cetera, et cetera. So know that you have 804 00:55:10,890 --> 00:55:14,650 options out there, like for instance with Genesys, we integrate 805 00:55:14,650 --> 00:55:18,400 with Zoom, we have native capabilities, we integrate with Microsoft 806 00:55:18,400 --> 00:55:22,290 Teams as I mentioned before with the Integral Care example. 807 00:55:22,290 --> 00:55:25,490 So really happy to partner with you and dig into 808 00:55:25,490 --> 00:55:29,180 your contact center requirements to really answer that with a 809 00:55:29,470 --> 00:55:34,300 more educated response to your business. That's actually a good 810 00:55:34,780 --> 00:55:37,230 point, too, Janelle. There's going to be a survey that pops up 811 00:55:37,230 --> 00:55:39,410 at the end of today's presentation asking if you would 812 00:55:39,410 --> 00:55:44,230 like your local Genesys account representative to reach out. So 813 00:55:44,230 --> 00:55:46,780 if you want additional information, go ahead and mark yes 814 00:55:46,780 --> 00:55:48,540 to that question in the survey, and we'll be sure 815 00:55:48,540 --> 00:55:50,750 to follow up with you with any additional information you're 816 00:55:51,020 --> 00:55:57,530 interested in learning.- Let me follow up a little bit 817 00:55:57,530 --> 00:56:02,380 on the question, Josh, if I may. It's interesting, one 818 00:56:02,380 --> 00:56:04,940 could look at UC and CC and say, " I want 819 00:56:04,940 --> 00:56:09,270 one vendor and not two vendors," but if you actually 820 00:56:09,270 --> 00:56:11,690 look at a vendor who says they have UC and 821 00:56:11,690 --> 00:56:15,540 CC, you may find that their CC is coming from 822 00:56:15,540 --> 00:56:18,860 a different company so it's really not one solution, it's 823 00:56:18,860 --> 00:56:22,010 two. Or you may find that a company that has 824 00:56:22,010 --> 00:56:29,260 two solutions has a two partners, like Genesys plus Zoom 825 00:56:29,260 --> 00:56:33,870 or some other context and a plus Teams. What looks 826 00:56:33,870 --> 00:56:38,090 like two separate solutions, really if you understand the technology 827 00:56:38,090 --> 00:56:41,440 behind how they're integrated, it may be tighter than somebody 828 00:56:41,440 --> 00:56:45,090 that looks like one solution. So you really have to 829 00:56:45,090 --> 00:56:47,730 scratch the surface, or I think the advice I would 830 00:56:47,730 --> 00:56:51,470 have is, make sure you sort of understand the genesis 831 00:56:51,470 --> 00:56:54,820 of the technology in each case and how well they 832 00:56:54,820 --> 00:56:59,440 integrate, what does integration mean with that particular solution? Does 833 00:56:59,440 --> 00:57:03,410 it mean four- digit dialing from you to somebody who's 834 00:57:03,410 --> 00:57:07,000 not in the contact center? Does it mean that something 835 00:57:07,000 --> 00:57:09,850 that you chat to somebody not in the contact center, 836 00:57:10,030 --> 00:57:12,980 can get captured in the contact center record? You want 837 00:57:12,980 --> 00:57:16,250 to ask those kinds of questions, it's less about whether 838 00:57:16,250 --> 00:57:23,210 it's one vendor, it's how the applications work together. Awesome. 839 00:57:24,260 --> 00:57:27,160 So unfortunately that is all the time we have today. 840 00:57:27,160 --> 00:57:29,080 I know that there are a handful of questions that 841 00:57:29,080 --> 00:57:31,210 we did not get to today, so do not fret, we 842 00:57:31,210 --> 00:57:33,420 will respond to you via email within the next few 843 00:57:33,420 --> 00:57:36,150 business days. However, if you are looking for more of 844 00:57:36,150 --> 00:57:38,120 a prompt response, you can always feel free to reach 845 00:57:38,120 --> 00:57:41,400 out to us at genesys. com, no caps or 846 00:57:41,400 --> 00:57:44,410 spaces, and we'll get back to you as quickly and 847 00:57:44,410 --> 00:57:48,490 promptly as we can. So with that being said, to 848 00:57:48,490 --> 00:57:52,260 wrap today. First off, I know that you're wanting additional 849 00:57:52,260 --> 00:57:55,080 information about today's topic, so be sure check out that 850 00:57:55,080 --> 00:57:59,240 resource list. That's going to have the 2021 Contact Center 851 00:57:59,240 --> 00:58:01,990 Buyer's Guide bundle that will give you additional information on 852 00:58:02,040 --> 00:58:05,650 all of the topics that we discussed today. In addition 853 00:58:05,650 --> 00:58:07,660 to that, I mentioned a survey that's going to show 854 00:58:07,660 --> 00:58:10,630 up at the end of today's presentation. We encourage you 855 00:58:10,630 --> 00:58:12,670 to fill that survey out, it shouldn't take you more 856 00:58:12,670 --> 00:58:14,840 than a couple of minutes, but we tailor all of 857 00:58:14,840 --> 00:58:17,790 these webinars and presentations to exactly what you want to 858 00:58:17,790 --> 00:58:21,040 hear and learn more about with respect to contact center technology. 859 00:58:21,290 --> 00:58:23,110 So go ahead and fill that out, and we'll be 860 00:58:23,110 --> 00:58:26,900 sure to incorporate that feedback into the future Genesys presentations 861 00:58:26,900 --> 00:58:31,520 and webinars. And also, Janelle mentioned if you want to 862 00:58:31,520 --> 00:58:34,400 learn more about Company Nurse, there is the Take A 863 00:58:34,400 --> 00:58:36,730 Moment Podcast as well as the Tech Talks in Twenty 864 00:58:36,730 --> 00:58:39,190 Podcast, so I encourage you to check that out on 865 00:58:39,190 --> 00:58:42,090 basically any podcast application that you listen, or you can 866 00:58:42,090 --> 00:58:46,750 check us out on Genesys. com/ podcasts. So with all 867 00:58:46,750 --> 00:58:50,320 that information being said, on behalf and Sheila, Janelle and 868 00:58:50,320 --> 00:58:52,770 the entire Genesys team, I want to thank you again 869 00:58:52,770 --> 00:58:57,410 for joining today's 2021 Contact Center Buyers Guide webinar. Until 870 00:58:57,410 --> 00:59:02,480 next time, have a good one, everyone. Thank you. Thank 871 00:59:02,480 --> 00:59:02,500 you.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kzXcQAI"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Janelle Dieken Senior Vice President of Content Marketing Genesys Monthly Demo See Genesys Cloud in action: Predictive Engagement [cutoff co_thick="2px"][webinarschedulesingle]Making sure customers get to where they need to be is vital. In this live demo of the Genesys CloudTM platform, you’ll see how predictive engagement can influence web customers, invoke digital chat and use voice when escalations are required. This demo also covers: Web interactions and Genesys web widgets Digital chatting with an option to escalate to voice, on demand Personal script pages and more [mktoform cta_header="REGISTER NOW!" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kzHZQAY"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys AppFoundry Webinar Meet 2021 call center KPIs with a CRM-hosted CTI [cutoff co_thick="2px"]Wednesday, January 6 @ 8 AM PT The right computer telephony integration (CTI) solution can help you exceed 2020 contact center KPIs — and get your performance on track for 2021. Empower your agents to efficiently serve customers and gain visibility into interactions for intelligent decision-making. With InGenius for the Genesys Cloud™ platform, you get features like screen pop, click-to-dial, automated call logging and call reports. Join us on January 6th to learn how CTI can: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001ky7iQAA"] Meet the Speaker Keith Berg General Manager, Contact Center Productivity Upland Software AppFoundry Webinar How to keep up with complex and evolving reporting requirements [cutoff co_thick="2px"]Thursday, December 17 at 8 AM PT Whether you’ve recently migrated to the cloud or made the move a while ago, you’ve probably identified gaps in your reporting and analytics. And you’re probably wondering how to bridge those gaps from your previous platform — while meeting changing reporting requirements. This is particularly true for enterprise environments with multiple reporting tools like Salesforce, Zendesk and more. In this webinar, you’ll learn how getting the right data — in real time — improves your position in the market. Together, eMite and Genesys make post-migration reporting seamless.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyzaQAA"] Meet the Speakers Lacey Emery National Director eMite Tyrel Jensen Senior Solutions Consultant eMite Genesys Webinar Genesys Innovations - Quarterly Webinar [webinarschedule][cutoff co_thick="2px"]65% of organizations will have shifted to digital first through automated operations and contactless experiences, as physical interactions become an amenity of the past, according to IDC. Change is inevitable but it doesn’t have to be hard. Creating the best customer experiences requires having the best solutions at your fingertips. Genesys continues to work hard to equip you with just that. Join us in this quarterly webinar to learn about our latest innovations and capabilities. Hear from Genesys product leaders about our latest enhancements across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, outbound and more. You’ll also hear how Genesys is delivering new capabilities that support our vision of Experience as a Service. We’ll dive into how these new capabilities and features can benefit your business and customer experiences today no matter what solution or deployment you’re on. Register now for this webinar to learn about: How innovation drives Experience as a Service What’s new in Genesys Cloud and Genesys Engage with its multicloud architecture How these innovations can positively impact your business [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyYZQAY"] Meet the Speakers Tejus Korde VP, Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys Monthly Demo See Genesys Cloud in action: Accurately plan for 2021 with WEM [cutoff co_thick="2px"][webinarschedulesingle]Recognizing patterns from this year allows you to accurately plan for 2021. The artificial intelligence (AI)-powered forecasting engine in Genesys CloudTM Workforce Engagement Management capabilities uses seasonal, trend and stationary data to identify outliers and detect patterns. In this month’s Genesys Cloud demo, we’ll review everything you need to start 2021 on the right foot. We’ll discuss what forecasting is, why it’s important and, more importantly, how the Genesys AI-powered forecasting engine helps you prepare for what’s to come.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kyVaQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys AppFoundry Webinar Improve efficiency with AI and automation in 2021 [cutoff co_thick="2px"]Wednesday, November 18, 2020 at 8 AM PT Contact centers struggle with efficiency in the new normal of remote work. According to McKinsey, agents spend 19% of their time looking for answers or tracking down help. And admins waste time managing and updating resources. In 2021, improved contact center ROI is as simple as eliminating the unnecessary steps it takes to find answers and manage information. Join our panel of experts to find out on how automation and intelligent integrations can improve efficiency and drive ROI. You’ll learn how: Artificial intelligence (AI) changes how contact centers operate remotely Next-generation AI is transforming chat, messenger and voice Agent-assist technology can save teams valuable hours of work per week [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kyH9QAI"] Meet the Speakers Jim Whatton Vice President, Solution Consulting Genesys Dan Stoops Solutions Architect Genesys Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Solutions Architect Shelf Webinar Bytes All your Contact Center AI security questions answered [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security. Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:05,950 Thanks, Wendy. So, contact center AI offered by Google and Genesys 2 00:00:05,950 --> 00:00:10,260 is an integrated solution. And what it means is that it gives you 3 00:00:10,260 --> 00:00:14,610 the best of both worlds. Genesys is a leader in 4 00:00:14,610 --> 00:00:18,120 contact center space and Google is in AI space. So, 5 00:00:18,120 --> 00:00:21,980 we come together, we integrate our products and we offer 6 00:00:21,980 --> 00:00:26,540 it to our end customers. It is an omnichannel solution so that 7 00:00:26,540 --> 00:00:30,470 means you can have a chat integration, voice integration and 8 00:00:30,470 --> 00:00:35,360 social media integration out of the box. Typically, contact center 9 00:00:35,390 --> 00:00:39,550 AI solution needs to take care of three different kinds 10 00:00:39,550 --> 00:00:43,700 of stakeholders. First stakeholder is the end customer. So, end 11 00:00:43,910 --> 00:00:47,170 customer calls in into the contact center and they are 12 00:00:47,170 --> 00:00:51,220 either interacting with the bot or they are interacting with 13 00:00:51,220 --> 00:00:55,020 the human agent. So, human agents are our second stakeholders. 14 00:00:55,540 --> 00:01:00,330 And the third stakeholder are basically agent managers or customer 15 00:01:00,330 --> 00:01:04,960 experience executives because they need transparency into the contact center. 16 00:01:04,980 --> 00:01:09,360 Remember contact center, mostly handles unstructured data that is like 17 00:01:09,590 --> 00:01:13,550 voice or chat. And it is very important to take this unstructured data and create structure and information out of this data. And Google AI can help 18 00:01:13,550 --> 00:01:25,370 you dig this unstructured data and create structure out of 19 00:01:25,370 --> 00:01:27,490 it. Toby, do you want to add something to that? 20 00:01:27,490 --> 00:01:32,510 Yeah, definitely. I think that I'd also like to break it down a little 21 00:01:32,780 --> 00:01:34,970 bit about where the technology comes from and what it 22 00:01:34,990 --> 00:01:40,000 actually means for contact center operators. So, just to set 23 00:01:40,000 --> 00:01:42,530 a little bit of interesting background here. So, contact center 24 00:01:42,530 --> 00:01:47,670 AI is actually made up of, I'd say three big 25 00:01:47,670 --> 00:01:51,850 separate components that are integrated into Genesys ecosystem. One of them is 26 00:01:51,850 --> 00:01:54,990 CCAI virtual agents, which is based on a piece of 27 00:01:54,990 --> 00:01:58,850 software called Dialogue Flow. Dialogue Flow is actually a platform 28 00:01:59,630 --> 00:02:03,010 that's used program, Google Assistant at Google. So, this is 29 00:02:03,010 --> 00:02:05,090 actually the same piece of software that developers use to 30 00:02:05,090 --> 00:02:09,470 actually build their voice applications for AI assistance. On the 31 00:02:09,470 --> 00:02:13,150 second one is Agent Assist. This is actually a piece 32 00:02:13,150 --> 00:02:16,480 of software prides provides AI augmentation for our contact center 33 00:02:16,480 --> 00:02:21,100 agent's job helping them go and fill in fields automatically 34 00:02:21,280 --> 00:02:23,780 or giving them turn by turn guidance for solving a 35 00:02:23,780 --> 00:02:27,850 complex issue. And finally, there's also Insights AI. And so, 36 00:02:27,850 --> 00:02:30,760 what this does is it actually surfaces all the information 37 00:02:30,760 --> 00:02:33,360 that the artificial intelligence is actually seeing out in the 38 00:02:33,360 --> 00:02:37,790 field at your contact center in a digestible format. So, 39 00:02:37,790 --> 00:02:41,060 what does it actually mean? Especially, I would say Dialogue 40 00:02:41,060 --> 00:02:43,700 Flow is the one CCAI virtual agent, which based on Dialogue 41 00:02:43,700 --> 00:02:46,770 Flow is when I get the most questions on from contact center 42 00:02:46,770 --> 00:02:51,410 operators. This is a combination of some things there are 43 00:02:51,410 --> 00:02:54,210 net new and also things that are kind of just 44 00:02:54,210 --> 00:02:57,040 like next generation of tasks you already do for your 45 00:02:57,040 --> 00:03:00,300 contact center. I'd say the most relatable thing is the 46 00:03:00,300 --> 00:03:04,340 thing that most next generation. So, if say your program 47 00:03:04,340 --> 00:03:09,500 menu, oftentimes nowadays you'll use a keyword recognition system, something 48 00:03:09,500 --> 00:03:12,190 where if somebody says something like pay my bill, that 49 00:03:12,190 --> 00:03:14,720 will go to the pay bill menu and walk you 50 00:03:14,720 --> 00:03:18,140 through that. The next generation gear, when you actually using 51 00:03:18,140 --> 00:03:22,010 something like CCAI virtual agent is people can express themselves 52 00:03:22,010 --> 00:03:24,330 however they want and the system will still capture it. 53 00:03:24,620 --> 00:03:30,230 So, something like, " Hey, I want to pay my bill 54 00:03:30,230 --> 00:03:33,120 now. Is it possible to do it by a credit 55 00:03:33,120 --> 00:03:35,820 card?" It would be able to actually go and pick 56 00:03:35,820 --> 00:03:40,080 up that utterance and still classify the intent as being 57 00:03:40,080 --> 00:03:42,240 pay my bill, even though it was very open ended 58 00:03:42,240 --> 00:03:47,540 and freely expressed. I would say that menu replacements tend 59 00:03:47,540 --> 00:03:49,960 to be the first step that most people actually do 60 00:03:50,030 --> 00:03:52,080 when they use the system. And then they tend to 61 00:03:52,080 --> 00:03:54,110 move on to much more sophisticated use cases, where we 62 00:03:54,250 --> 00:03:58,110 do say automated diagnostics or a resolution of issues even 63 00:03:58,110 --> 00:08:22,800 if it's quite complex. a good one, everyone. AppFoundry Webinar Overcoming remote agent challenges with active voice biometrics [cutoff co_thick="2px"]Tuesday, December 8 at 8:00 AM PT Contact centers managers across all verticals want technology that not only streamlines remote agent productivity but also enhances security. One way to do this is with active voice biometrics authentication that occurs in an IVR — before a caller is even transferred to an agent. In this webinar, we’ll explore how implementing automation, self-service and robust security practices removes the burden on remote agents — especially for routine inquiries, transactions and interactions. LumenVox Active Voice Authentication is compatible with the Genesys Cloud™ platform and enables a quick, convenient and secure contact center authentication strategy that will decrease agent handle time and increase containment.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kz3cQAA"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox Webinar Bytes Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Watch these webinar bytes where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,540 So first and foremost, AI is here to stay. I 2 00:00:02,540 --> 00:00:06,350 don't think I have to tell anyone that. IDC estimates 3 00:00:06,350 --> 00:00:08,540 that this is a market that's going to grow to 4 00:00:08,540 --> 00:00:13,770 $ 97 billion by 2023, and that over 50% of 5 00:00:13,770 --> 00:00:17,290 interactions are going to be augmented or enriched by AI. 6 00:00:17,820 --> 00:00:20,260 But what we want to do is inspire any chief 7 00:00:20,260 --> 00:00:24,560 marketing officers or chief experience officers to understand how AI 8 00:00:24,560 --> 00:00:26,940 can help you in the contact center, to make sure 9 00:00:26,940 --> 00:00:29,540 that you have the ability to lobby for some share 10 00:00:29,540 --> 00:00:32,050 of market where your company wants to spend their AI 11 00:00:32,250 --> 00:00:37,640 dollars. The reason that is, is because you want to 12 00:00:37,640 --> 00:00:40,540 be able to differentiate the experience that you give your 13 00:00:40,540 --> 00:00:44,720 customers, and that requires being able to personalize every single 14 00:00:44,720 --> 00:00:48,890 one of those interactions. Now, the need for personalization is 15 00:00:48,890 --> 00:00:51,850 going to stretch beyond what is available on a customer 16 00:00:51,850 --> 00:00:57,420 data platform today. CDPs have the ability to store information 17 00:00:57,420 --> 00:01:00,320 about customers, but if you really want to take that 18 00:01:00,320 --> 00:01:05,030 next level on personalization, it's going to require stitching, enriching, 19 00:01:05,030 --> 00:01:07,690 and augmenting much of that data to be able to 20 00:01:07,690 --> 00:01:12,900 personalize the interactions. If we think about the fact that 21 00:01:13,290 --> 00:01:17,790 50% of these interactions will be augmented by AI, then 22 00:01:17,870 --> 00:01:21,150 we need to go beyond just a single interaction in 23 00:01:21,150 --> 00:01:23,670 a single channel to really be able to understand the 24 00:01:23,670 --> 00:01:28,320 context across many channels over the lifetime of a customer's 25 00:01:28,960 --> 00:01:32,140 relationship with a brand. So being able to harmonize and 26 00:01:32,140 --> 00:01:34,550 understand all of that context is going to be really 27 00:01:34,550 --> 00:01:39,780 important. No AI investment would be complete without the right 28 00:01:39,780 --> 00:01:42,590 level of analytics and reporting. So we want to make 29 00:01:42,590 --> 00:01:46,010 sure that you have the ability to really understand how 30 00:01:46,010 --> 00:01:51,630 your AI investment is performing, the optimization and really be 31 00:01:51,630 --> 00:01:57,170 able to fine tune this investment. Now, Forrester estimates in 32 00:01:57,170 --> 00:02:02,240 a survey last year that 53% of companies already have 33 00:02:02,240 --> 00:02:06,630 implemented or are implementing some form of artificial intelligence, and 34 00:02:06,630 --> 00:02:09,150 this is great because what we see is that we've 35 00:02:09,150 --> 00:02:13,670 passed critical mass. But it also means that 47% of 36 00:02:13,670 --> 00:02:17,660 companies have not yet deployed artificial intelligence. Now, there's a 37 00:02:17,660 --> 00:02:21,830 couple of barriers to adoption and that can range from 38 00:02:21,880 --> 00:02:26,790 being able to achieve it at scale, to security, to 39 00:02:26,790 --> 00:02:30,880 adoption, and even some of the conversational intelligence. But what 40 00:02:30,880 --> 00:02:33,790 I want to leave you with today is how Genesys 41 00:02:33,860 --> 00:02:37,050 is helping you overcome some of those challenges. So I'm 42 00:02:37,050 --> 00:02:40,430 going to go through these one by one. We have 43 00:02:40,430 --> 00:02:44,010 made a significant investment in a data science team that 44 00:02:44,030 --> 00:02:48,440 is very focused on AI ethics and algorithmic integrity, and 45 00:02:48,440 --> 00:02:50,980 to be able to deliver some of this AI at 46 00:02:50,980 --> 00:02:55,030 scale. So we have the ability to optimize, orchestrate and 47 00:02:55,030 --> 00:02:58,720 really automate many of these processes. For those of you 48 00:02:58,720 --> 00:03:02,120 that are Genesys customers today, that our Genesys Cloud, our 49 00:03:02,120 --> 00:03:06,470 Genesys Engage and our PureCloud platforms are all 100% secured to 50 00:03:06,470 --> 00:03:07,040 the core. AppFoundry Webinar How voice technology changes the customer experience [cutoff co_thick="2px"]DECEMBER 1 AT 8:00 AM PT Voice technology is transforming the customer experience in the contact center for the better. Gone are the days when voice wasn’t accurate enough or available in enough languages. Having accurate any-context speech recognition at the foundation of your automation technologies can enhance and change the way you operate your contact center. And that can empower you to deliver exceptional customer experiences. In this webinar, Piet Knight from Speechmatics explains how voice technology is the future of enhanced customer experiences — and why you should look to integrate voice technology into your workflow today.[mktoform cta_header="REGISTER NOW" cta_button="Register today!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxvmQAA"] Meet the Speaker Pieter Knight Senior Executive Speechmatics Webinar Bytes Five successful habits of a CX Hero [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,689 The first habit is establishing a set of skills that 2 00:00:02,689 --> 00:00:05,210 every agent should have. And as you see on this slide 3 00:00:05,210 --> 00:00:08,360 here, we have listed 10 skills that we at Genesys 4 00:00:08,360 --> 00:00:11,460 feel are really important skills. These are certainly not every 5 00:00:11,460 --> 00:00:16,230 skill, but this is a really good, basic set of 6 00:00:16,230 --> 00:00:19,160 skills that we think are important. So, as you have a 7 00:00:19,160 --> 00:00:23,530 chance to look at this Katarina from your point of 8 00:00:23,530 --> 00:00:26,860 view, which two of these skills do you think are 9 00:00:26,860 --> 00:00:30,860 the most important to providing good customer service? Or if 10 00:00:30,860 --> 00:00:32,469 you see a skill that's not on here, is there 11 00:00:32,469 --> 00:00:37,000 something that's missing here that you think is an important skill? Yeah, 12 00:00:37,000 --> 00:00:41,530 I would like to choose all of them, but I 13 00:00:41,530 --> 00:00:45,510 would like to keep it to a smaller[ inaudible 00: 14 00:00:45,520 --> 00:00:49,180 02: 55]. In order to reach our vision, that is 15 00:00:49,180 --> 00:00:52,730 to be the most customer- friendly company, I think that 16 00:00:52,730 --> 00:00:57,150 it's very important that advisors like Jacob is a good 17 00:00:57,150 --> 00:01:03,290 listener to the customer and also to be assertiveness to 18 00:01:03,290 --> 00:01:09,150 the customer's needs and also get on the same level 19 00:01:09,210 --> 00:01:12,780 as the customer. So, that's very important, but I think 20 00:01:12,780 --> 00:01:16,380 the most important thing for us is that our advisors 21 00:01:16,380 --> 00:01:22,180 are genuine and themselves because that's creates a relation with 22 00:01:22,180 --> 00:01:27,260 the customer and that's very, very important for us. Yeah. 23 00:01:27,260 --> 00:01:29,810 That makes a lot of sense. That authentic bond with 24 00:01:29,810 --> 00:01:32,490 a customer that lets them know that you're truly listening 25 00:01:32,490 --> 00:01:34,950 to them and you truly understand where they're coming from. 26 00:01:36,920 --> 00:01:40,430 Yeah. Yeah. Jacob, what about you? You are talking to 27 00:01:40,430 --> 00:01:44,360 customers all the time. Looking at this list here, which 28 00:01:44,360 --> 00:01:50,230 two skills are most important? I think I put the 29 00:01:50,230 --> 00:01:53,590 two of them together as one actually, and it's listening 30 00:01:53,590 --> 00:01:57,150 and attentiveness. I put this one because I think they 31 00:01:57,150 --> 00:02:00,950 go kind of hand in hand. I think it's very 32 00:02:00,950 --> 00:02:05,530 important to listen and to also pay attention because then 33 00:02:05,530 --> 00:02:08,690 you can pick up the things that the customer is 34 00:02:09,020 --> 00:02:14,070 maybe not telling you because, in my experience, they don't 35 00:02:14,070 --> 00:02:18,460 give their every need at once when they call you 36 00:02:18,460 --> 00:02:21,110 because they might be nervous or they have waited for 37 00:02:21,120 --> 00:02:25,639 a long time. So, it's about reading the signals and 38 00:02:25,650 --> 00:02:29,480 just listening and paying attention to what they say. And 39 00:02:29,480 --> 00:02:33,420 then you can find many more needs than the one 40 00:02:33,510 --> 00:02:38,100 recent, that they are calling you. And after that, it's 41 00:02:38,410 --> 00:02:43,760 resourcefulness that I took because when you listen and you 42 00:02:44,389 --> 00:02:47,520 find all the things that the customer needs, then you 43 00:02:47,520 --> 00:02:51,430 also need to be creative to solve the issue. Because 44 00:02:51,660 --> 00:02:55,320 many times it's might not be our services that is 45 00:02:55,500 --> 00:02:59,460 the best solution for the customer. It might be something 46 00:02:59,460 --> 00:03:01,970 else. So, you will have to be creative and see 47 00:03:03,740 --> 00:03:08,120 in what way you can help the customer. And I 48 00:03:08,120 --> 00:03:12,579 also want to agree with Katarina on being on the 49 00:03:12,579 --> 00:03:16,170 same level as the customer is important like you speak 50 00:03:16,170 --> 00:03:19,850 the same language. And so you kind of have to 51 00:03:19,850 --> 00:03:25,720 be like a chameleon. You have to adapt to who you 52 00:03:25,720 --> 00:03:29,310 talk to and speak their language. So they understand you 53 00:03:29,310 --> 00:03:32,210 and that you feel a special connection with them. And 54 00:03:32,210 --> 00:03:35,240 of course, it has to be genuine also. I think 55 00:03:35,240 --> 00:03:38,430 you can tell very clearly when someone is reading from 56 00:03:38,430 --> 00:03:41,560 a script or they have been trained to say certain 57 00:03:41,560 --> 00:03:42,070 things. Webinar Bytes Genesys + Zoom: Seamless cloud communications for great customer experiences [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,150 Now a little bit about Genesys. We have been around 2 00:00:03,150 --> 00:00:06,910 a long time. We're really uniquely positioned in this industry because 3 00:00:07,710 --> 00:00:11,900 now, when it becomes uniquely valuable, is that we're really 4 00:00:11,900 --> 00:00:15,360 a company that believes in self disruption and we've led 5 00:00:15,360 --> 00:00:19,260 continuous change after continuous change. And today is actually going 6 00:00:19,260 --> 00:00:23,590 to be no different. We started before cloud even existed, 7 00:00:24,020 --> 00:00:27,560 but today we're a global cloud company and we're going 8 00:00:27,560 --> 00:00:31,050 to talk about what that means as well. We've pioneered omni- 9 00:00:31,050 --> 00:00:36,420 channel multi- channel customer engagement because customers keep changing and 10 00:00:36,420 --> 00:00:39,790 more importantly, they are changing how they want to engage. 11 00:00:40,230 --> 00:00:45,390 So today now we power our customer's experiences with AI 12 00:00:45,600 --> 00:00:50,100 fueled by data, across multiple sources, using an agile cloud 13 00:00:50,100 --> 00:00:54,340 culture. And Genesys is really creating the one of the 14 00:00:54,340 --> 00:00:58,100 most scalable cloud- based customer experience platforms in the industry. 15 00:00:58,750 --> 00:01:01,680 But at the end of the day, it's the moment 16 00:01:01,680 --> 00:01:05,610 of truth that really matters. And, it's when that customer connects 17 00:01:06,120 --> 00:01:10,770 and they need help and we help our customers with 18 00:01:10,850 --> 00:01:14,790 billions of different customer interactions every year and all about 19 00:01:14,790 --> 00:01:18,029 helping our customers connect with their customers at that moment 20 00:01:18,200 --> 00:01:23,260 of truth. And as a result of that, customers worldwide, 21 00:01:23,290 --> 00:01:26,719 large global brands trust us with helping them connect with 22 00:01:26,719 --> 00:01:30,710 their customers. So it's great to be here, Randy, thanks 23 00:01:30,710 --> 00:01:35,440 for the opportunity to talk about Genesys and what we're doing with Zoom. All 24 00:01:35,440 --> 00:01:38,250 right. Now we're going to pivot over and talk to 25 00:01:38,290 --> 00:01:41,670 Neil. Same question. Tell us about, in a bit about 26 00:01:41,700 --> 00:01:45,710 Zoom? Yeah. So thank you, Randy. It's great to be 27 00:01:45,710 --> 00:01:48,640 here. So my name is Neil Levonius and I'm a 28 00:01:48,640 --> 00:01:52,320 product marketing lead for Zoom phone, our cloud phone system. 29 00:01:53,460 --> 00:01:56,950 So, you probably know what Zoom is. I think a 30 00:01:56,950 --> 00:01:59,750 lot of people are using it now and really what 31 00:01:59,750 --> 00:02:02,200 our story is? What our vision is? Is that we 32 00:02:02,200 --> 00:02:06,080 are creating a platform that enables video communications to empower 33 00:02:06,080 --> 00:02:10,490 people, to accomplish anything they want to be and to 34 00:02:10,490 --> 00:02:13,510 be always connected. And so when you think about the 35 00:02:13,510 --> 00:02:17,600 way we communicate today, it's radically changed. We have over 36 00:02:17,620 --> 00:02:22,200 300 million daily active meeting participants using the Zoom platform 37 00:02:22,200 --> 00:02:25,640 every day, and they're not just using it for video. 38 00:02:25,840 --> 00:02:29,620 We created this platform that does video. It does chat, 39 00:02:29,670 --> 00:02:34,779 it does phone calls, it supports conference rooms, large webinars 40 00:02:34,779 --> 00:02:37,529 like we're doing right now and all of these different 41 00:02:37,529 --> 00:02:40,330 things. And the reason why this has come about is 42 00:02:40,330 --> 00:02:45,930 because people need flexibility. They're working from everywhere. They're working 43 00:02:45,930 --> 00:02:48,400 on all of these different devices and they want a 44 00:02:48,400 --> 00:02:52,390 consistent user experience across everything. So when I think about 45 00:02:52,390 --> 00:02:54,529 my 14 year old daughter, she's going to be a 46 00:02:54,529 --> 00:02:57,800 sophomore in high school this year. And if I give 47 00:02:57,800 --> 00:02:59,700 her a phone call. If I call her on the 48 00:02:59,700 --> 00:03:01,980 phone like this, it freaks her out. She doesn't know 49 00:03:01,980 --> 00:03:03,700 what that is. She's not going to put a phone 50 00:03:03,700 --> 00:03:06,910 up to her ear because that's so strange. But if 51 00:03:06,910 --> 00:03:09,910 I send her a text message, she responds right away. 52 00:03:09,910 --> 00:03:12,580 Cause she's very happy using text. And then if she 53 00:03:12,580 --> 00:03:14,370 wants to get ahold of me in real time, what 54 00:03:14,370 --> 00:03:17,850 does she do? She FaceTimes me. She sends Zoom because 55 00:03:17,969 --> 00:03:21,310 people are shifting, the culture is shifting to being very 56 00:03:21,310 --> 00:03:24,590 comfortable with video. Now that doesn't discount any of the 57 00:03:24,590 --> 00:03:28,040 other modalities, then that's why you need a platform that 58 00:03:28,040 --> 00:03:30,730 can support all of them. Voice is still very important. 59 00:03:30,760 --> 00:03:32,830 It ends up being the lowest common denominator and how 60 00:03:32,830 --> 00:03:35,830 we communicate because it's a ubiquitous platform that can be 61 00:03:35,830 --> 00:03:38,530 found everywhere, but then people are very comfortable with chat, 62 00:03:38,600 --> 00:03:41,670 SMS and then video, when you want to have that 63 00:03:41,670 --> 00:03:45,060 more personal touch. So that's what the Zoom platform has 64 00:03:45,060 --> 00:03:48,390 really been designed for. And then partnering with companies like 65 00:03:48,410 --> 00:03:52,510 Genesys to bring our capabilities together, to provide this really 66 00:03:52,510 --> 00:03:55,840 best of breed solution is very exciting. Exclusive live demo webinar Take control of digital channels with predictive engagement [cutoff co_thick="2px"][webinarschedule]Website traffic is on the rise. So, prioritizing, engaging and personalizing every customer experience can be tricky. The right solution lets you monitor real-time web traffic to broaden customer journey data. And that means you can create experiences that drive business results in your contact center. In this live demo webinar, you’ll see how predictive capabilities give you the data needed to tailor customer experiences and drive results. The solution allows you to: Understand your customers Identify what your customers need to route to the best resources Know when to engage customers during their journeys on the most effective channel [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxqXQAQ"] Meet the Speakers Richard McCrossan Digital AI Sales Lead Genesys Joe Ciuffo Director, Product Marketing Genesys Demo Webinar Integrate Microsoft Teams with Genesys Cloud Simplify communication and collaboration for great customer experiences [cutoff co_thick="2px"][webinarschedule]With more employees working from home, businesses must adapt. Keeping employees connected and engaged is a challenge. This has led to an uptick in collaboration tools like Microsoft Teams. The Genesys CloudTM integration with Microsoft Teams lets employees collaborate and empowers them to deliver great customer experiences — from anywhere. In this on-demand demo, you’ll learn how a single collaboration interface can: Boost agent productivity Improve first-contact resolution Drive personalized experiences Build customer loyalty We’ll also highlight the native integration between Genesys Cloud and Microsoft Teams. And, for a limited time, you can get free integration of Microsoft Teams and the Genesys Cloud platform. Learn more.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kxdnQAA"] Meet the Speakers Chris Connolly Vice President, Solution Strategy Genesys Mike Ammerlaan Director, Product Marketing Microsoft 365 Ecosystem Trey Buck Senior Product Manager Genesys Analyst Webinar CCaaS in 2020: Trends informing the movement [cutoff co_thick="2px"][webinarschedule]Contact center as a service (CCaaS) has evolved into an essential part of every business. From enabling remote agents to facilitating cloud migration, to adding digital channels, there has been a push for flexibility, agility, scale and speed. The Integral Care of Travis County in Texas and Genesys are combining forces to lead the conversation on how a historically slow-to-change industry is evolving to meet customer and employee needs. Join guest speaker Art Schoeller, Vice President, Principal Analyst at Forrester Research, Sunila Levi, The CIO at The Integral Care of Travis County in Texas and Fernando Egea, Vice President, Strategic Solutions at Genesys to: Learn how the CCaaS landscape has changed Discover contact center solution buyer trends Hear considerations for moving your contact center to the cloud [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kxWNQAY"] Meet the Speakers Guest Speaker: Art Schoeller VP, Principal Analyst Serving Application Development & Delivery Professionals Forrester Research Guest Speaker: Sunila Levi Chief Information Officer Integral Care Fernando Egea VP, Strategic Solutions Genesys Webinar Bytes 5 things to consider when building chatbots [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Keep your customers happy, avoid the avalanche of interactions across channels and lower your costs to serve by deploying chatbots as a powerful tool to answer rising expectations. Learn to create chatbots that improve the customer experience, instead of increasing customer frustration. Meet your customers on every channel, at any time, without driving up costs or overwhelming your agents. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Product Marketing Director Genesys Torsten Moritz Service Owner Communication Systems Bosch Service Solutions [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,160 So maybe a short introduction, not about Bosch, I think 2 00:00:03,160 --> 00:00:07,610 you all are familiar with the company, most of you will have some dishwashers, 3 00:00:08,160 --> 00:00:12,430 other devices at your house. So Bosch is kind of a very huge company with multiple divisions. This is one of the reasons or one of 4 00:00:12,430 --> 00:00:28,080 the backgrounds we need to understand for our use cases. So one of the interesting story of Bosch is the amount 5 00:00:32,180 --> 00:00:54,010 of employees and what I outlined also, the amount of divisions we have. As it's on the first slide, I'm belonging to Bosch Service Solutions, which is an owned division. We are doing business process outsourcing, so we are on BPO provider for internal and external customers. So I 6 00:00:54,010 --> 00:00:57,240 wanted to give you the framework where we are working in and 7 00:00:57,240 --> 00:01:04,590 also how the Genesys platform fits into our business. So you're all familiar with 8 00:01:04,590 --> 00:01:07,930 Bosch so let's move over to my division, Bosch Service Solutions. I will then go over to the next slide, so Bosch Service Solutions started out of a called devices were 9 00:01:07,930 --> 00:01:41,589 delivered by Bosch and the missing part was the customer service. And out of this distribution become an a BPO provider, so the footprint is quite large. So the 10 00:01:41,589 --> 00:01:45,140 variety of different customers we have is quite big. So 11 00:01:47,310 --> 00:01:58,950 different countries, different divisions, different areas of consumer services, so 12 00:01:59,560 --> 00:02:07,130 that lead to a huge demand of diversity in our portfolio for our chatbots and other services we offer with the 13 00:02:07,130 --> 00:02:33,940 Genesys platform. So looking over to the different services we offer at our division, the area where we focus now with this webcast is the customer experience services. As you see different deliveries and they really, at the end, most likely covering all of your businesses, so we're doing a different 14 00:02:35,270 --> 00:02:38,730 business tenure but at the end, I think we're not 15 00:02:38,730 --> 00:02:42,070 BPO but we are covering most likely from the content, 16 00:02:42,070 --> 00:02:45,500 one of your businesses where you're from. So at the 17 00:02:45,500 --> 00:02:49,480 end, the things I'm trying to outline today are more 18 00:02:49,480 --> 00:02:52,880 general but it should be able for you to pick 19 00:02:52,880 --> 00:02:56,350 up or to reuse when you try to integrate both and 20 00:02:56,350 --> 00:03:00,899 be successful with this. One of the major topics next 21 00:03:00,899 --> 00:03:06,940 to the variety of areas is the amount of locations we're 22 00:03:06,940 --> 00:03:11,300 operating the Genesys platforms. On the bottom you can see 23 00:03:11,380 --> 00:03:15,880 a different location from our division and on 15 locations 24 00:03:16,510 --> 00:03:20,260 we're running the Genesys platforms. So out of this we have 25 00:03:20,890 --> 00:03:25,390 a huge demand of different requirements when it comes to 26 00:03:25,390 --> 00:03:41,740 legal requirements, local requirements and so on. The combination of these different source of have a huge impact on how we build up our platform and how we're pushed to deliver new functionalities and also adapt to the market. The name in our terms for the Genesys platform is Unified Communications platform and as 27 00:03:59,070 --> 00:04:20,840 I mentioned, 15 different locations all connected to one single platform and because of this customer demand, we're doing a lot of integrations to what's difference systems and also in distribution case, also different bot platforms. So I think that's kind of unique, most likely you will start with one bot and then try to build it up for your customers for this bot. In our case, we did multiple ones. AppFoundry Webinar Enhance customer experience with improved audio performance [cutoff co_thick="2px"]NOVEMBER 4, 2020 AT 8AM PT Contact centers are transforming from their traditional agent structures, focusing on omnichannel and artificial intelligence (AI)-driven capabilities that improve customer satisfaction and loyalty. Still, voice continues to play an essential part in customer support, as most customers prefer the human interaction and feelings of empathy that AI don’t provide. Advanced headset technologies can improve both the customer experience and the well-being of contact center agents. In this webinar, we’ll cover the latest integration of EPOS headsets with the Genesys® PureConnect™ platform to learn the importance of active-noise cancellation in headsets. We’ll also dive into EPOS technologies like ActiveGard® and EPOS Manager to explore how these tools can help you manage, control and schedule software updates. Sign up for the webinar, “Enhance customer experience with improved audio performance” to learn how to create comfort and audio perfection in the hybrid workplace — and for remote workers.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCSQAY"] Meet the Speakers Jurate Beniulyte Head of Strategic Alliance EPOS Carsten Steffensen Global Technical Alliance Manager EPOS AppFoundry Webinar Reduce handle times and improve customer experience with instant video calls [cutoff co_thick="2px"]October 29, 2020 AT 8:00 AM PT Augmented reality (AR) video technology can empower agents to solve issues in half the time of traditional phone calls. Connect with customers instantly over video — without having to install an app or schedule a meeting. Whether you need to support a product, start an insurance claim or simply consult with remote patients, video can save time. Attend this webinar to learn how to implement video as a support channel and offer best-in-class support immediately. Video calls with your customers can reduce handle times and improve customer experience. See what your customer is seeing while using enhanced augmented reality (AR) features. Tethr It Now offers the fastest video connection for all devices through the Genesys CloudTM platform. After instantly connecting with your customers, your agents will have access to these features: AR live pointer AR picture capture AR annotations Co-browse capabilities Screen-share documents Ability to share/view photos taken on customer devices Ability to geolocate a device Three-way calling with another technical expert in your company Sign up now for the webinar to see why top companies choose video calling to provide best-in-class customer support.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kxCNQAY"] Meet the Speakers Sam Hampton CEO Tethr It Now James Richerson Principal Tethr It Now AppFoundry Webinar Maintain work-from-home productivity and compliance with remote monitoring [cutoff co_thick="2px"]October 22, 2020 AT 8:00 AM PT Contact centers managers must supervise agents to ensure productivity and engagement remain high — and that sensitive information is safe. But the shift to working from home has made this increasingly difficult. Agent Interact improves on-premises supervision and restores direct, visual monitoring of remote staff. It uses webcams and automated actions to deliver visual proof that team members are productive and adhering to compliance regulations — without taxing bandwidth. Agent Interact lets you: Protect sensitive data Maintain regulatory “clean desk” compliance Enhance productivity Enable team knowledge Facilitate onboarding Agent Interact is the only monitoring solution designed for global team supervision. It integrates with the Genesys Cloud™ platform and offers an alternative to Zoom and Google Meet.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kx9nQAA"] Meet the Speakers Matt Gabrielson President Trendzact John Dixon Client Success Trendzact Hui Wu-Curtis President/COO World Connection BPO Ian Roberts Director, Care Operations & Technology Quicken MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:03,340 So first of all, let me introduce you to the 2 00:00:03,340 --> 00:00:10,980 research that we will be presenting today. In December, 2019 3 00:00:10,980 --> 00:00:15,230 and January, 2020, we conducted a global survey of about 4 00:00:15,290 --> 00:00:19,810 1000 AI leaders, C level executives, heads of sales and 5 00:00:19,810 --> 00:00:23,330 marketing all across the world, so in Latin America, North 6 00:00:23,330 --> 00:00:27,280 America, Europe, the middle East and Africa and Asia Pacific. 7 00:00:27,570 --> 00:00:29,780 And the questions that we asked them are here on your screen. 8 00:00:29,780 --> 00:00:33,620 So what is the status of AI adoption globally? And 9 00:00:33,620 --> 00:00:36,730 what are the leading use cases? What are the benefits 10 00:00:36,730 --> 00:00:39,830 that companies are seeing through AI adoption so far and 11 00:00:40,250 --> 00:00:43,430 what are some of the obstacles? And then lastly, the idea of 12 00:00:43,470 --> 00:00:47,020 data sharing. So how are companies looking at the data sets that 13 00:00:47,020 --> 00:00:50,950 they have thinking about the potential benefits that could be 14 00:00:50,950 --> 00:00:54,990 gained if they share that data with third parties and 15 00:00:54,990 --> 00:00:56,490 what would it mean? What would they need to see 16 00:00:56,490 --> 00:00:58,880 in order to jump into this new world of data 17 00:00:58,880 --> 00:01:03,280 sharing? So with that, let me dive straight into some 18 00:01:03,280 --> 00:01:07,740 of the results of the survey. So the headline finding 19 00:01:07,740 --> 00:01:12,030 is that of the large companies that we surveyed, by 20 00:01:12,030 --> 00:01:16,360 the end of 2019 about 87% said that they were 21 00:01:16,360 --> 00:01:20,620 using AI somewhere in their business operations and the chart 22 00:01:20,900 --> 00:01:25,120 that's on your slide here shows the industries that are 23 00:01:25,140 --> 00:01:29,789 perhaps furthest ahead in this AI journey. And we see 24 00:01:29,789 --> 00:01:35,730 that financial services has really high expectations of AI. The 25 00:01:35,730 --> 00:01:39,740 question is within three years, approximately what percentage of your 26 00:01:39,740 --> 00:01:43,700 business processes will use AI? So you can see financial 27 00:01:43,700 --> 00:01:47,480 services is the furthest ahead. And they just have so 28 00:01:47,480 --> 00:01:53,180 many use cases from customer processes to back office operations, 29 00:01:53,480 --> 00:01:58,730 to risk management, to portfolio management, to cybersecurity. So they're 30 00:01:58,730 --> 00:02:07,840 actually very mature in using AI in the business. So 31 00:02:07,840 --> 00:02:14,240 next we looked at what are the largest AI use 32 00:02:14,240 --> 00:02:19,130 cases globally. And we saw the lead finding is that 33 00:02:19,300 --> 00:02:23,950 quality control followed by customer care and support and cybersecurity 34 00:02:23,950 --> 00:02:29,360 are the leading use cases globally. And if we think 35 00:02:29,360 --> 00:02:34,410 about quality control, there are just so many different ways 36 00:02:35,050 --> 00:02:37,730 that might look like depending on what industry you're in, whether you're in 37 00:02:38,700 --> 00:02:42,770 pharma or manufacturing, you might be using a different array 38 00:02:42,820 --> 00:02:46,270 of AI technologies for that use case, but that is 39 00:02:46,270 --> 00:02:47,360 the leading use case Webinar Bytes Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability We’ve taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTkxMyUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0QxMTQ0OSUyNm1vbWVudElkcyUzRDExNDUxJTI2bW9tZW50SWRzJTNEMTE0NjAlMjZtb21lbnRJZHMlM0QxMTQ1MyUyNm1vbWVudElkcyUzRDExNDU1JTI2bW9tZW50SWRzJTNEMTE0NTglMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFJTBBJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwJTIwOffering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. Watch the full webinar by clicking this link.[cutoff] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Solution Strategy Genesys [cutoff]1 00:00:00,000 --> 00:00:02,830 we're going to look at some Insights from IDC, what the world 2 00:00:02,830 --> 00:00:05,750 looks like today, and really looking at how we unlock 3 00:00:05,750 --> 00:00:10,000 the power of artificial intelligence, and apply that in in 4 00:00:10,000 --> 00:00:14,540 Contact Center specifically. We're also going to have a panel discussion and please 5 00:00:14,540 --> 00:00:16,520 feel free to ask us questions now, or if you've 6 00:00:16,670 --> 00:00:18,770 got something that's on your mind, put under the Q& 7 00:00:18,770 --> 00:00:20,520 A window, because we're going to get to it very, 8 00:00:20,520 --> 00:00:23,780 very soon. We also want to talk about some of the things that 9 00:00:23,780 --> 00:00:26,690 you can do right away to improve your customer experience 10 00:00:26,760 --> 00:00:30,490 using artificial intelligence. As per our research across most industries, 11 00:00:30,690 --> 00:00:34,350 brands of all sizes have started to push heavily towards 12 00:00:34,390 --> 00:00:38,660 increased automation in their customer service, as well as employee 13 00:00:38,660 --> 00:00:47,340 self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" Most 14 00:00:47,370 --> 00:00:50,740 of these brands are now looking for conversational AI as one 15 00:00:50,740 --> 00:00:55,220 of the key drivers for that automation. And as conversational 16 00:00:55,420 --> 00:00:59,650 AI allows brands to use natural language processing and machine 17 00:00:59,650 --> 00:01:03,590 learning- based tools, to support both their customers and the 18 00:01:03,590 --> 00:01:10,510 agents who support these customers. And the conversational AI chatbots and voicebots, 19 00:01:10,980 --> 00:01:14,490 they're more sophisticated these days. But before I move on 20 00:01:14,490 --> 00:01:16,670 to the next slide, another very interesting stat that I 21 00:01:16,670 --> 00:01:19,470 want to share here is that we spend a lot 22 00:01:19,470 --> 00:01:21,800 of time talking to the end users and don't worry, 23 00:01:21,800 --> 00:01:25,490 there's still research as well, that what is really coming 24 00:01:25,490 --> 00:01:28,190 up and shaping up in addition to just the voicebots 25 00:01:28,190 --> 00:01:33,280 and chatbots is the computer vision effect to it. The computer vision 26 00:01:33,280 --> 00:01:37,420 has become more mature with image recognition achieving significant improvements. 27 00:01:37,530 --> 00:01:41,320 Thanks to deep learning techniques, computer vision, and CRM is 28 00:01:41,320 --> 00:01:45,050 very early stage. I guess, again, coming back to current 29 00:01:45,400 --> 00:01:51,270 times and the research that you've seen, how will the Contact Centers adapt in to the modern world and 30 00:01:51,270 --> 00:01:58,260 the things that are going on today? Absolutely. It's not an easy thing, but I always love 31 00:01:58,260 --> 00:02:01,130 to say this, " There's no choice." Customers have to do 32 00:02:01,130 --> 00:02:05,910 this in order to be innovative, providing, improving on the 33 00:02:05,910 --> 00:02:09,730 customer experience, but at the same time, not compromising on 34 00:02:09,730 --> 00:02:12,650 the operational efficiency. And it's a great balance that customers 35 00:02:12,650 --> 00:02:16,490 need to do. I was going to say, the business driver, what we're seeing is, now 36 00:02:16,490 --> 00:02:20,400 the customer will come and first think about operational efficiency, cost reduction 37 00:02:20,400 --> 00:02:22,710 are the first thing they have in mind. But the 38 00:02:22,740 --> 00:02:26,590 reality is, when you start doing a Contact Center and 39 00:02:26,590 --> 00:02:29,730 put Contact Center AI in your Contact Center, you're really 40 00:02:29,730 --> 00:02:33,280 transforming your customer experience across all channels. And the business 41 00:02:33,280 --> 00:02:36,560 drivers to provide a coherent experience when you're on chat, 42 00:02:36,610 --> 00:02:38,390 when you're on voice, when you're on your web, or 43 00:02:38,390 --> 00:02:42,730 your mobile app, where the engine behind it, the AI 44 00:02:42,730 --> 00:02:46,070 behind is able to manage across those channels, switch channels, understand 45 00:02:46,480 --> 00:02:49,170 what was said, the context, the past history, et cetera, 46 00:02:49,350 --> 00:02:53,850 and provide you a unique voice for the company to 47 00:02:53,850 --> 00:02:57,730 that customer or that user, if talk about organizations. I 48 00:02:57,730 --> 00:03:01,090 want to maybe echo something that you said there, about providing 49 00:03:01,760 --> 00:03:05,510 empathetic customer experiences. And now more than ever, I feel 50 00:03:05,510 --> 00:03:08,200 like we need to have empathy for our fellow human. 51 00:03:08,230 --> 00:03:12,060 We're all going through something we know this is a generational thing. 52 00:03:12,670 --> 00:03:16,600 Something we haven't seen in many generations. So, what we're 53 00:03:16,860 --> 00:03:23,140 experiencing now is different, but crisis creates opportunity. And we're 54 00:03:23,140 --> 00:03:26,810 also seeing that this is actually being a bit of 55 00:03:26,810 --> 00:03:29,800 a non dialogue, as you said, Ritu, to some of 56 00:03:29,800 --> 00:03:36,790 the applications of AI. I An Agent Assist as you 57 00:03:36,790 --> 00:03:39,150 said, is a little newer in it's technology, but it's 58 00:03:39,150 --> 00:03:42,570 really a breakthrough that's been enabled by the advent of 59 00:03:42,570 --> 00:03:45,170 voice and speech to text in particular, speech to text 60 00:03:45,260 --> 00:03:52,170 technologies. Google has a long history of trying to understand 61 00:03:52,170 --> 00:03:55,830 speech either through understanding YouTube videos, to be able to 62 00:03:55,830 --> 00:03:59,610 search them and remove hate speech in YouTube videos. Either 63 00:03:59,610 --> 00:04:03,090 through a Google Home Assistant, and understand all the requests 64 00:04:03,090 --> 00:04:05,930 from users, that's millions and millions of requests every year. 65 00:04:07,530 --> 00:04:12,360 And also through transcription of voice messages on phone. You 66 00:04:12,360 --> 00:04:16,080 have Google voice and you can do your voicemail transcription. 67 00:04:16,080 --> 00:04:19,380 Genesys has some artificial intelligence technology on its own with something 68 00:04:19,380 --> 00:04:22,110 we call Predictive Web Engagement, that allows you to engage 69 00:04:22,110 --> 00:04:25,140 customers based on all of the data that we know 70 00:04:25,140 --> 00:04:27,430 and drive them to an experience that is very best 71 00:04:27,430 --> 00:04:32,620 for them. Sometimes that's a human. Sometimes that's a piece of content. Other times that's a 72 00:04:32,620 --> 00:04:36,600 bot. And using that upfront decision logic in an orchestration, 73 00:04:36,770 --> 00:04:40,410 we can really optimize that end to end customer experience 74 00:04:40,570 --> 00:04:42,930 and bring in the technology at the right time. Monthly Demo See Genesys Cloud in action: Level up employee engagement with gamification [cutoff co_thick="2px"][webinarschedulesingle]Competition, collaboration, achievement and recognition can all be natural motivators. When used in the contact center, gamification tools zero in on these intrinsic motivations, focusing on agent behavior and playing to specific strengths. Plus, gamification tools are intuitive and easy to use — you can install and use them in a matter of days. Join us for the upcoming Genesys Cloud Demo, where we walk through using gamification in the call center. See how these tools work for agents and team leads. Learn how to boost customer experience and employee satisfaction with gamification tools.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwsXQAQ"] Meet the Speakers Brad Forsythe Senior Strategic Sales Consultant Genesys JJ Earle-Henson Senior Strategic Sales Consultant Genesys [this_page_title] [cutoff co_thick="2px"]Part of what keeps your brand on top is the technology stack you've built to deliver on your company's customer service experience. But if that tech stack is lacking a clear path to cloud built with proprietary systems, locked into single-vendor solutions, propped up by forklift upgrades it will not meet the challenges of today's dynamic service environment. In this keynote session, John Hernandez will share insights from top brands who have found security in flexibility. Follow their unique multicloud paths to contact center software deployments that improve customer experience and workforce engagement. You'll walk away with clear options to bring flexibility and control to your technology stack.[mktoform cta_header="Watch the keynote" cta_button="Watch on-demand now" cms_hold="RG" cid_id="7011T000001kwZoQAI"] Meet the Speaker John Hernandez SVP and General Manager, Genesys Engage Analyst Webinar Top five ways to prepare your contact center for a post-pandemic world [cutoff co_thick="2px"][webinarschedule]Recent months have been about survival. But now, it’s time to look at how to further optimize your contact center for everything that comes next. Join Ken Landoline, Principal Analyst of Customer Engagement at Omdia, and Jason Alley, Senior Director of Product Marketing at Genesys, to learn how you can optimize your call center technology and build high-performance teams — whether they’re working from home, in the office or a mix of both. You’ll walk away empowered to take your contact center to the next stage and you’ll gain a deeper understanding in how to: Optimize your business processes and foster greater collaboration across remote and in-office teams Build high-performing teams with tools that deliver exceptional experiences across all channels Set up your teams for success with better performance management and coaching [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kwN9QAI"] Meet the Speakers Jason Alley Senior Director, Product Marketing Genesys Ken Landoline Principal Analyst, Customer Engagement Omdia AppFoundry Webinar Reinventing speech synthesis for personalized CX and brand [cutoff co_thick="2px"]AppFoundry On-demand Webinar Conversational AI and contact center customer experience (CX) personalization are challenging the conventional approach to speech synthesis (text-to-speech). Your digital assistants and virtual agents are your brand ambassadors and it’s time to move beyond synthetic voices that are stuck in one style, monotonic, off-the-shelf or unbranded. Learn how groundbreaking Speechmorphing speech synthesis technology and solutions can help you build your brand and elevate your customer experience with personalization.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG3QAI"] Meet the Speaker Shing Pan VP Marketing and Business Development Speechmorphing AppFoundry Webinar Make quality and compliance certain, using AI, in a time of uncertainty [cutoff co_thick="2px"]Thursday October 1, 1:30 PM AEST (New South Wales) Managing a team has many moving parts, and the new COVID-19 norm of working from home has only increased these challenges. Delivering a great customer experience with remote agents takes a new level of clarity and insight to demystify the unknown. Revolutionary technology from Daisee provides automated analysis and insight of 100% of your customer interactions. It uses artificial intelligence (AI) and machine learning to automatically derive meaning within a conversation, accurately and in near-real time. Tune in to hear: How AI is being used to accurately automate the analysis of customer interactions How MYOB improved their sales effectiveness using Daisee and lifted CSAT and NPS scores How to apply automated quality assurance on every customer interaction with the Daisee App for Genesys Cloud Register now, and you'll also see the world’s first digital Programmable Scorecard™ from Daisee, and how it transforms 100% of your interaction data into action for your team.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwG8QAI"] Meet the Speakers Richard Kimber CEO & Founder Daisee Steve Targus Contact Center Operations Manager MYOB AppFoundry Webinar A look at voice biometrics and why you should care [cutoff co_thick="2px"]Customers expect good service that predicts their needs and delivers on their expectations. And they look to contact center agents for answers. But those agents need to be sure they're speaking with the actual customer they should be speaking with — over the phone. This makes fraud reduction a top priority — and this is where voice biometrics comes in. As major financial institutions, healthcare providers and government agencies turn to active voice authentication to verify claimed identities over vulnerable voice channels, the growth of voice biometrics is exponential. Join us on Tuesday, September 22, 2020 at 8 AM PT, for a webinar that explores the world of voice. Learn what makes voice biometrics so user-friendly, verticals of adoption, compatibility with the Genesys Cloud™ platform, sales tactics and available resources. With LumenVox Active Voice Authentication technology, ensure you are providing a quick, convenient and secure authentication strategy to make your customers' contact center shine.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kwFyQAI"] Meet the Speaker Matt Whipple Senior VP, Voice Biometrics LumenVox On-Demand Webinar Game on: Engage your at-home workforce [cutoff co_thick="2px"][webinarschedulesingle]Now more than ever, you need the right tools to adapt to change, manage your workforce and keep employee morale and productivity high. Join us as we kick off the Genesys gamification enablement series and learn how to get the most out of Genesys Cloud Workforce Engagement Management (WEM). Challenge yourself to up-level your operations, employee engagement and customer satisfaction. Hear from Genesys experts and customers on how to: Take advantage of the advanced (WEM) tools in Genesys Cloud Motivate your remote employees and boost performance by introducing gamification Earn GCAP points and badges through the Genesys Gamification Event Series Use the Genesys Community to get answers, access the latest resources and connect with peers to discuss everything WEM To take full advantage of all WEM has to offer, learn more about our 60-day free trial.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kwDxQAI"] Meet the Speakers Merijn te Booij Genesys Cloud General Manager, Employee Engagement Solutions Genesys Pascal Leclerc Director, Solutions Genesys Marcela Areiza Product Marketing Manager Genesys Demo Webinar [this_page_title] [webinarschedulesingle][cutoff co_thick="2px"]It’s estimated that by 2022, there will be 28.5% more real-time interactions than there are today. The only way for many businesses to manage this is with modern technology. Bridge the service gap with bots to automate basic tasks and ease the burden on agents, and you’ll handle more interactions without sacrificing customer experience. Artificial intelligence (AI)-powered chatbots let your business connect with customers at exactly the right time. So, callers can use self-service for simple issues and your agents are freed up to handle more complex interactions. In our August Genesys CloudTM Demo, you’ll see the new Genesys Dialog Engine. Learn how bots are managed in Genesys Cloud and how they integrate with other systems. Plus, we’ll build a bot, test it and publish it in real time. Join us to see how Genesys Cloud prepares you for the future.[mktoform cta_header="REGISTER NOW!" cta_button="Register Now" cms_hold="RG" cid_id="7011T000001kvmXQAQ"] Meet the Speaker JJ Earle-Henson Sr. Strategic Sales Consultant Genesys Innovations Webinar Genesys innovations — what’s new [cutoff co_thick="2px"]To create the best customer experiences you need the best solutions. Genesys continues to innovate across digital, artificial intelligence (AI), workforce engagement, analytics, inbound, and outbound to give you more. Join Genesys product leaders for a quarterly webinar to learn about recent innovations and capabilities. They’ll dive into how these new capabilities and features can benefit your business and customer experiences — no matter what solution you use. Register now for this webinar to learn: What’s new in the Genesys CloudTM and Genesys EngageTM solutions How these innovations benefit your business The Genesys innovation strategy and what’s to come [webinarschedule] Plan ahead with our short agenda: General session: Key capabilities and innovations – Janelle Dieken, SVP, Product Marketing Solutions breakouts (held concurrently after general session) Genesys Cloud spotlight – Mike Szilagyi, SVP, Product Management Genesys Engage spotlight – Tod Famous, VP, Product Management, Genesys Engage [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" form_p_target="custom" cms_hold="RG" cid_id="7011T000001t9j3QAA" url="https://www.genesys.com/webinars/genesys-innovations-whats-new-thank-you-page"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP Product Management, Engage Genesys GovLoop Online Training: The Future of Customer Experience is in Automation [cutoff co_thick="2px"]A new wave of citizen experience is here. Chatbots, voice assistance, artificial intelligence (AI) and other automation technologies are being deployed much more widely, however, many agencies are still slow to implement these solutions. Agencies can create better customer experience with automation. New government data from GovLoop and Genesys, shows that 62% of respondents see the biggest benefit of automation is allowing agents to focus on more complex services or problems. In this training, you’ll learn: How successful agencies have been able to overcome barriers to see enhanced citizen experience with automation tools. Results from a survey with GovLoop and Genesys on how automation could free up employees’ time to do more mission critical tasks. How automation could create avenues of self-service for customers who need information in real-time. [mktoform cta_header="Watch the training" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t9k1QAA"] Meet the Speakers Jodi M. Thompson Senior Principle Business Consultant, Genesys Jennifer Hill Management and Program Analyst, Bureau of the Fiscal Service, Department of Treasury AppFoundry Webinar Using data to drive agent performance [cutoff co_thick="2px"]Wednesday, August 26, 2020 at 8 AM PDT The novel coronavirus pandemic turned our world upside down. And you likely had to execute a quick, emergency plan to get your contact center agents the technology and resources necessary to work from home. Now that employees are settled into this new working dynamic, it’s time to measure performance. In the contact center, better agent performance leads to agent satisfaction — and that, ultimately, improves the customer experience. Agent scorecards give your managers and team leaders the performance insights they need – without the grind of manually pulling together the data. In this webinar, you’ll learn which data points to measure to gauge agent performance. Join us on August 26th to find out how the Brightmetrics Agent Balanced Scorecard helps you save time pulling the most useful data to improve your agents’ performance.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9aaQAA"] Meet the Speaker Matt Beatty EVP of Sales and Marketing Brightmetrics AppFoundry Webinar How to turbocharge your employee experience with data-led gamification [cutoff co_thick="2px"]Thursday, September 3, 2020 at 8 AM PDT With so many people working from home, it’s more important than ever to turbocharge your employee experience. Your business must produce repeatable and consistent customer experiences even as employee needs and customer demands continue to grow and change exponentially. Engaging your agents means building a culture of the right governance, affinity and connectedness. Attend this webcast to see how the Datagamz solution combines the science of actionable insights and gamification to bridge the gaps between employee experience and customer experience. You'll learn how to: Use Datagamz Analytics tool to draw actionable insights and identify gaps between employee and customer experience Deliver great customer experience by maintaining employee experience using gamification techniques Maintain agent and management connectedness using Datagamz TV broadcasts and game narratives [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t9i0QAA"] Meet the Speakers Kunal Rahalkar CEO Datagamz Nadine Power Head of Product Engineering Datagamz Monthly Demo See Genesys Cloud in action: Salesforce Integrations [cutoff co_thick="2px"][webinarschedulesingle]Give your agents the CRM database information they need to serve your customers – without having to move between applications. Eliminate the time spent changing from one application to another during an interaction that frustrates customers and puts you and your agents in a tough spot. With the Genesys CloudTM solution, you can easily integrate with third-party applications like Salesforce so agents can reference customer information in the middle of an interaction — without leaving the platform. During the July Genesys Cloud demo, learn more about the Salesforce integration, including: How to embed Genesys Cloud into Salesforce Screen-pop cases based on an IVR selection Logging new records into Salesforce or combining them with existing records Creating cases upon receipt of a customer email How to integrate with Salesforce Einstein (AI) for keyword FAQs from webchat interactions [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t9B1QAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys Webinar Bytes [Webinar Bytes] The new normal: Redefining business continuity We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. In these webinar bytes, join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd – South Africa Paul Bourdeaux Vice President, IT eFinancial [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,320 I normally work from home although I do travel a 2 00:00:02,330 --> 00:00:04,740 lot, so I probably spend half of my time at 3 00:00:04,740 --> 00:00:07,820 home and half of my time on the road. Some 4 00:00:07,820 --> 00:00:11,580 companies, for example, are considering, should we create a working 5 00:00:11,580 --> 00:00:15,220 from home model beyond the crisis? Sheila she certainly needed 6 00:00:15,220 --> 00:00:18,080 no introduction, her reputation in the contact center space and 7 00:00:18,080 --> 00:00:21,610 the customer experience space, procedure around the world in North 8 00:00:21,610 --> 00:00:25,170 America. We have about 400 call center agents that serves 9 00:00:25,170 --> 00:00:28,310 both sales agents, transfer agents, customer care reps, and as 10 00:00:28,310 --> 00:00:30,940 well as independent agents spread across the country. So to 11 00:00:31,200 --> 00:00:33,700 get us started with this conversation, I would first like 12 00:00:33,790 --> 00:00:36,750 to ask Sheila to give us her analyst perspective on 13 00:00:36,750 --> 00:00:39,470 the current state of customer experience and the impact that 14 00:00:39,760 --> 00:00:42,870 COVID-19 is having in the contact center space. And he's nodding 15 00:00:42,870 --> 00:00:46,350 because it's an important piece of research that a lot 16 00:00:46,350 --> 00:00:49,600 of us in the context center look forward to seeing 17 00:00:49,600 --> 00:00:55,360 that new data every year. And digital transformation, supplying better 18 00:00:55,360 --> 00:01:00,820 digital customer experience, meeting the demands of consumers who want 19 00:01:01,110 --> 00:01:05,440 better digital options from the organizations and the companies that 20 00:01:05,440 --> 00:01:09,250 they work with. So despite some slight differences in state 21 00:01:09,250 --> 00:01:13,340 government guidelines for COVID response, eFinancial chose to enable working 22 00:01:13,340 --> 00:01:15,490 from home for all of our agents and employees at 23 00:01:15,490 --> 00:01:17,780 the same time. Colin maybe the same question for you, 24 00:01:18,240 --> 00:01:21,140 what was the changes for your agents and are they 25 00:01:21,140 --> 00:01:24,780 working from home? And we're going to go back to that topic in 26 00:01:24,780 --> 00:01:27,180 a minute, but Paul, same question for you, how has 27 00:01:27,180 --> 00:01:30,460 the business been effective for you guys and disruption and 28 00:01:30,460 --> 00:01:33,200 customer experience and how are you mitigating it? So that 29 00:01:33,200 --> 00:01:36,330 was an initiative from our CEO, Tony Bates and his 30 00:01:36,330 --> 00:01:40,490 leadership and with constant communication and a lot of transparency 31 00:01:40,490 --> 00:01:43,030 and very quickly shutting down our offices and making sure 32 00:01:43,030 --> 00:01:45,960 that everybody was okay and working from home and staying 33 00:01:45,960 --> 00:01:49,360 safe. So we'll be looking a lot more at stuff like 34 00:01:49,430 --> 00:01:53,180 customer self- help stuff like where your Genesys platform can 35 00:01:53,180 --> 00:01:55,840 bring all communications types into one space where we can 36 00:01:55,840 --> 00:01:58,650 actually make sense of that data and actually start delivering 37 00:01:58,650 --> 00:02:02,510 on what customers want. Some of those we can supply, 38 00:02:02,940 --> 00:02:05,640 even if the contact center is not in the cloud 39 00:02:05,640 --> 00:02:10,340 yet, but the vision should be to the point that 40 00:02:10,340 --> 00:02:12,880 was made earlier by Paul and Colin. So the question 41 00:02:12,880 --> 00:02:15,380 for you has this crisis and the fact that your 42 00:02:16,110 --> 00:02:18,970 agents are working from home, have been working from home 43 00:02:18,970 --> 00:02:20,830 now for a while. So just making sure that a 44 00:02:21,600 --> 00:02:23,700 bot is not just about call deflection, but it's also 45 00:02:23,850 --> 00:02:26,220 about being able to give context to an agents as 46 00:02:26,220 --> 00:02:29,140 to what the customer journey is from an eCommerce perspective. 47 00:02:29,140 --> 00:02:32,290 They're taking their contact center agents and moving them to 48 00:02:32,510 --> 00:02:35,590 cloud based solutions. So with that on behalf of Sheila, 49 00:02:35,660 --> 00:02:39,420 Barbara, Colin, and Paul, as well as the entire Genesys team, 50 00:02:39,540 --> 00:02:42,090 we thank you again for joining today's webcast, The New 51 00:02:42,090 --> 00:02:44,360 Normal Redefining Business Continuity. On-Demand Webinar Straight talk on end of support Expert advice on your contact center options [cutoff co_thick="2px"][webinarschedulesingle]If the technology that powers your contact center is nearing End of Manufacturer Support (EoMS), this will likely change the way you operate. It’s an opportunity to review your on-premises vs. cloud strategy, address security and compliance risk, and gain flexibility and resiliency to deal with unexpected business disruptions like Covid-19. Join independent industry consultant Steve Leaden, Founder and President, Leaden Associates, Inc and Fernando Egea, Vice President, Sales Strategy at Genesys to hear straight talk on what you need to know now to: Evaluate your options Imagine what’s possible Assess your current state Define a realistic path to close the gap and achieve measurable results [mktoform cta_header="Explore your options" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t9LpQAI"] Meet the Speakers Steve Leaden Founder and President Leaden Associates, Inc. Fernando Egea Vice President, Sales Strategy Genesys On-Demand Webinar The psychology of motivating contact center employees [cutoff co_thick="2px"][webinarschedulesingle]There has been a lot of compelling research that explores the ties between psychology and the effects of employee recognition on business results. Now you can use technology to put that research into action for your contact center. In this webinar, you’ll learn: What the latest psychological research says about motivating your contact center employees What demotivates employees more than anything else How to use contact center technology to keep employees engaged and motivated through gamification and regular recognition [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t94oQAA"] Meet the Speakers Randy Carter Product Marketing Architect Genesys Pascal Leclerc Director, Solutions Genesys Frank Pettinato CEO Avantive Solutions Webinar Bytes [Webinar Bytes] Managing change: From on-premises to cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then click the link below to access the full webinar, resources, and slides.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 from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. In these webinar bytes, join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. Better customer and employee experiences await. Take the next step by watching today. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,090 Two of the top questions 2 00:00:01,090 --> 00:00:02,860 I hear from customers is" 3 00:00:04,540 --> 00:00:05,960 Why do change management in 4 00:00:05,960 --> 00:00:07,540 the first place?" And also, " 5 00:00:07,540 --> 00:00:08,960 How do other companies do 6 00:00:08,960 --> 00:00:11,260 change management?" So for today's 7 00:00:11,260 --> 00:00:13,220 conversation and we've talked about 8 00:00:13,220 --> 00:00:14,460 it before, we want to 9 00:00:14,460 --> 00:00:15,770 get your feedback and your 10 00:00:15,770 --> 00:00:17,330 insight. So I'm going to 11 00:00:17,330 --> 00:00:18,700 kick things over first to 12 00:00:18,700 --> 00:00:21,010 Laurie, and ask Laurie and 13 00:00:21,010 --> 00:00:23,200 then Julie, can you share 14 00:00:23,200 --> 00:00:26,570 with us what... about what 15 00:00:26,570 --> 00:00:28,380 change management means to you? 16 00:00:29,970 --> 00:00:34,630 Yeah. Thank you... It's one 17 00:00:34,630 --> 00:00:36,220 of my favorite topics. I 18 00:00:36,220 --> 00:00:37,070 got trained in it a 19 00:00:37,070 --> 00:00:38,540 long time ago and get 20 00:00:38,540 --> 00:00:40,090 to apply it on projects all 21 00:00:40,090 --> 00:00:41,260 the time as a consultant, 22 00:00:41,320 --> 00:00:42,080 I've worked with a lot 23 00:00:42,080 --> 00:00:43,990 of different companies. When I'm 24 00:00:43,990 --> 00:00:45,920 helping clients understand what we're 25 00:00:45,920 --> 00:00:47,390 talking about with change management, 26 00:00:47,390 --> 00:00:49,020 we say it's concepts and 27 00:00:49,020 --> 00:00:51,050 tools. Everyone understands that project 28 00:00:51,050 --> 00:00:53,310 management concept, but this is 29 00:00:53,310 --> 00:00:54,740 about helping, as you said, 30 00:00:54,740 --> 00:00:57,660 individuals and groups change. I 31 00:00:57,660 --> 00:00:58,410 like to think of it 32 00:00:58,410 --> 00:00:59,720 as a journey. Any project 33 00:00:59,720 --> 00:01:01,460 you're on a journey, and 34 00:01:01,460 --> 00:01:02,390 you want to bring everybody 35 00:01:02,390 --> 00:01:04,260 along successfully to that target 36 00:01:04,260 --> 00:01:06,430 destination, and you're going to 37 00:01:06,430 --> 00:01:07,510 hit some bumps. You're going 38 00:01:07,510 --> 00:01:08,830 to have some detours along 39 00:01:08,830 --> 00:01:10,650 the way and change management 40 00:01:10,650 --> 00:01:12,220 really helps everybody adjust and 41 00:01:12,220 --> 00:01:13,660 adapt as you go on 42 00:01:13,660 --> 00:01:15,280 that journey, and still hopefully 43 00:01:15,280 --> 00:01:16,000 end up at the right 44 00:01:16,000 --> 00:01:17,990 place together and able to 45 00:01:17,990 --> 00:01:18,990 get the benefits of that 46 00:01:18,990 --> 00:01:22,220 change. Good. Laurie, what's your 47 00:01:22,220 --> 00:01:25,920 insight to share? Yeah, thanks 48 00:01:25,920 --> 00:01:27,630 Laurie and so when I look 49 00:01:27,630 --> 00:01:29,230 at change management, I kind 50 00:01:29,230 --> 00:01:30,480 of... well I'm a project 51 00:01:30,480 --> 00:01:31,530 manager, so I view it 52 00:01:31,580 --> 00:01:33,000 from a project management and 53 00:01:33,000 --> 00:01:35,850 customer perspective. So anytime there 54 00:01:35,850 --> 00:01:37,280 is a project, there will 55 00:01:37,280 --> 00:01:39,830 be organizational changes that'll have 56 00:01:39,830 --> 00:01:40,940 to be thought through from 57 00:01:40,940 --> 00:01:43,120 a customer perspective and to 58 00:01:43,120 --> 00:01:45,000 Laurie's point, it's about identifying 59 00:01:45,000 --> 00:01:46,320 that bunch of people in 60 00:01:47,200 --> 00:01:48,450 a project. We call those 61 00:01:48,450 --> 00:01:49,760 the stake holders, and getting 62 00:01:49,760 --> 00:01:51,380 them bought into that vision 63 00:01:51,740 --> 00:01:52,850 and why the change is 64 00:01:52,850 --> 00:01:54,600 needed in determining the plan 65 00:01:54,600 --> 00:01:55,560 on how to get them 66 00:01:55,930 --> 00:01:58,780 to that desired state. So 67 00:01:58,780 --> 00:01:59,960 I feel like if you 68 00:01:59,960 --> 00:02:01,540 can create a framework or 69 00:02:01,540 --> 00:02:03,450 guard rails around that process, 70 00:02:03,760 --> 00:02:05,420 that really is very beneficial 71 00:02:05,420 --> 00:02:07,140 for organizations to be able 72 00:02:07,140 --> 00:02:08,730 to obtain and get to 73 00:02:08,730 --> 00:02:10,210 the goals of change management. FCW Cloud Summit: Innovation in Government: Best Practices When Migrating to the Cloud [cutoff co_thick="2px"]Moving to the cloud is a key step of the modernization process to achieve the agency mission, while serving citizens. Government and industry speakers at the FCW Cloud Summit shared their insight on why the question is no longer whether government agencies should move to the cloud, recognizing that many agencies are already on that journey. This session shares how migrating the contact center into the cloud enables the agency to achieve efficiencies, scalability, and security with FedRAMP. Agencies can achieve quick wins and prepare themselves for emerging technologies, such as automation and AI, and new capabilities.[mktoform cta_header="Watch On-Demand" cta_button="Watch now" cms_hold="RG" cid_id="7011T000001t8sxQAA"] Meet the Speakers Tony Pearson Solutions Consultant Leader Federal Public Sector Genesys AppFoundry Webinar Improve productivity while increasing customer satisfaction [cutoff co_thick="2px"]Wednesday, July 29, 2020 at 8 AM PDT Customer experience is everything. Customers expect you to have the tools in place to solve issues in a timely and effective manner. But, when there’s also added pressure to do more with less, increasing your call center and sales agents’ productivity is key. Join us to learn how you can leverage CTI to provide your agents with insight into your customer’s issues, drive agent productivity and increase reporting to make the right business decisions. In this webinar you’ll learn how to: Drive agent productivity Improve customer satisfaction Monitor and measure agent performance Identify customer pain points [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t8sEQAQ"] Meet the Speaker Jeff Knight VP of Sales Upland InGenius Analyst Webinar Unlock the transformative power of AI for contact centers Deliver 24/7 customer support with bots for CX sustainability [cutoff co_thick="2px"][webinarschedule]Offering 24/7 customer support is more important than ever during these uncertain times. Fortunately, artificial intelligence (AI) is poised to transform contact centers and improve customer experience — without compromising operational efficiency. It can empower leading brands to make customers happier and increase customer lifetime value. Yet, a 2020 IDC research shows that less than 10% of customer interactions occur via virtual agents. And only one-third of the organizations surveyed were prepared to enable a remote contact center workforce when COVID-19 stay-at-home mandates were issued. Join IDC, Google Cloud and Genesys panelists as they discuss how AI-powered chatbots and voicebots can achieve customer experience sustainability. You’ll also learn: Top three actions to improve the customer experience Primary business drivers and measured benefits of using AI for customer service How contact center AI can increase customer satisfaction, empower human agents and augment business insights [cutoff co_thick="2px"]1 00:00:05,040 --> 00:00:08,530 Good morning, evening, and afternoon everyone. This is Josh Reed 2 00:00:08,530 --> 00:00:11,010 from the digital events team here at Genesys, and let me be 3 00:00:11,010 --> 00:00:14,400 the first to welcome you all to today's webcast, Unlock 4 00:00:14,400 --> 00:00:18,810 the Transformative Power of AI for Contact Centers. As we 5 00:00:18,810 --> 00:00:20,510 always do, we're going to start off with a couple 6 00:00:20,510 --> 00:00:23,690 of brief housekeeping items. First off, if you experience any 7 00:00:23,690 --> 00:00:27,040 problems with viewing or listening to today's webcast, refresh your 8 00:00:27,040 --> 00:00:28,730 browser and make sure that it's up to date to 9 00:00:28,730 --> 00:00:33,090 support HTML5, as it usually fixes any console issues. Also, 10 00:00:33,090 --> 00:00:35,480 if you're having trouble seeing any of the windows, either 11 00:00:35,480 --> 00:00:38,070 the slide window or the webcam window, you can enlarge 12 00:00:38,070 --> 00:00:41,240 that window by dragging one of the corners and enlarging 13 00:00:41,240 --> 00:00:45,380 them in real time. And please note that this is an interactive 14 00:00:45,380 --> 00:00:48,650 experience between you and our three panelists today. Feel free 15 00:00:48,650 --> 00:00:51,180 to throw questions into the Q&A window, and we'll answer as 16 00:00:51,180 --> 00:00:53,830 many as we can at the end of our presentation 17 00:00:53,830 --> 00:00:57,920 today. However, sometimes as it does, if time gets away 18 00:00:57,920 --> 00:01:00,120 from us and we aren't able to read your question 19 00:01:00,120 --> 00:01:03,630 aloud during our live Q& A, will actually follow up 20 00:01:03,630 --> 00:01:05,990 with you via email within the next few business days. 21 00:01:07,280 --> 00:01:09,750 And also note, if you have to jump early or 22 00:01:09,820 --> 00:01:11,870 for any reason you feel like you're running out of 23 00:01:11,870 --> 00:01:14,870 time, don't worry. We actually are recording this. You'll receive 24 00:01:14,870 --> 00:01:18,410 an on- demand recording link via ON24 within the next few 25 00:01:18,410 --> 00:01:22,240 business days. So just be on the lookout for that. And also, 26 00:01:22,240 --> 00:01:26,050 we have a resource list here below the Q&A window. You 27 00:01:26,050 --> 00:01:28,950 can actually access those resources at any time during the 28 00:01:28,950 --> 00:01:30,740 webcast. It will open up in a new tab in 29 00:01:30,740 --> 00:01:32,500 your browser, and they won't take you away from the 30 00:01:32,500 --> 00:01:36,640 webcast. But these resources expand on today's topic of AI 31 00:01:36,640 --> 00:01:40,700 in Contact Centers. Also, we encourage you to participate in 32 00:01:40,700 --> 00:01:43,930 our brief survey. That's the last icon on the left of 33 00:01:43,930 --> 00:01:46,230 your widget bar. We'd love to collect your feedback on 34 00:01:46,230 --> 00:01:49,280 today's presentation so that we can tailor these webcasts to 35 00:01:49,280 --> 00:01:53,240 what you want to hear in the future. And as I 36 00:01:53,240 --> 00:01:56,470 always say, short and sweet. Today, we have three excellent 37 00:01:56,470 --> 00:02:00,430 presenters excited to discuss how AI- powered chatbots and voicebots can 38 00:02:00,430 --> 00:02:04,150 achieve customer experience sustainability. With that being said, I'm actually 39 00:02:04,150 --> 00:02:06,400 going to hand things off to our moderator today, Chris 40 00:02:06,400 --> 00:02:09,910 Connolly. Chris, the floor is yours. Thanks, Josh. And good 41 00:02:09,910 --> 00:02:13,390 morning, good afternoon, good evening, wherever you are in the world. We've got a pretty exciting agenda that we're 42 00:02:15,110 --> 00:02:17,020 going to share with you today. But first, I want 43 00:02:17,020 --> 00:02:22,090 to introduce some of our speakers. You might have met them before. If not, you're going to hear from them today. First 44 00:02:22,090 --> 00:02:27,870 is, Antony Passemard. He's the Head of Applied Conversational AI at 45 00:02:28,200 --> 00:02:33,440 Google, looking after Contact Center AI. He's presented with us before, and we're 46 00:02:33,540 --> 00:02:36,830 very lucky to have him back today to talk about some the innovations and 47 00:02:36,830 --> 00:02:45,510 evolutions of this space. Including that is, Ritu Jyoti, who's the Vice President of Artificial Research 48 00:02:45,570 --> 00:02:49,580 at IDC. Welcome, both of you. And myself, Chris Connolly, 49 00:02:49,930 --> 00:02:54,060 Vice President of Product Marketing here at Genesys. If we're looking at 50 00:02:54,060 --> 00:02:58,060 our agenda, we're going to look at some Insights from IDC, what the 51 00:02:58,060 --> 00:03:00,820 world looks like today, and really looking at how we 52 00:03:00,840 --> 00:03:05,500 unlock the power of artificial intelligence, and apply that in in 53 00:03:05,500 --> 00:03:10,280 Contact Center specifically. We're also going to have a panel discussion and please feel 54 00:03:10,280 --> 00:03:12,430 free to ask us questions now, or if you've got something 55 00:03:12,430 --> 00:03:15,170 that's on your mind, put under the Q& A window, because 56 00:03:15,170 --> 00:03:17,440 we're going to get to it very, very soon. We 57 00:03:17,440 --> 00:03:20,510 also want to talk about some of the things that you can do right away 58 00:03:20,510 --> 00:03:24,530 to improve your customer experience using artificial intelligence. And we're going to 59 00:03:24,530 --> 00:03:27,390 recap on some of the key takeaways from the research, and some of the 60 00:03:27,960 --> 00:03:31,610 experience from Genesys and Google in implementing this technology in the 61 00:03:31,610 --> 00:03:34,090 real world. And then lastly, we want to hear from 62 00:03:34,090 --> 00:03:37,610 you. So, if there are any questions, please, as Josh 63 00:03:37,610 --> 00:03:52,600 said, put them in the Q&A window, we will get to them live. So with that, thanks for kicking off. And I'm going to head over to Ritu Jyoti from IDC. Welcome, Ritu. Thank you, Chris. Hello, everyone. Pleasure to be 64 00:03:52,600 --> 00:03:57,650 a part of this webinar today. Before we delve into some cool 65 00:03:57,720 --> 00:04:00,840 insights that we got from a joint study we did 66 00:04:00,840 --> 00:04:04,950 together earlier this year in May 2020, let me first level 67 00:04:04,950 --> 00:04:08,640 set the stage here. We all know today that customers no 68 00:04:08,640 --> 00:04:13,240 longer base their loyalty on price or product. Instead, they 69 00:04:13,240 --> 00:04:16,520 stay loyal with companies due to the experience they receive. Customer 70 00:04:17,620 --> 00:04:22,360 experience has fast become a top priority for businesses, and 71 00:04:22,360 --> 00:04:26,530 often 24 by seven customer support is more important than ever, 72 00:04:27,040 --> 00:04:31,250 especially during these uncertain times. As per our research across 73 00:04:31,240 --> 00:04:35,300 most industries, brands of all sizes have started to push 74 00:04:35,330 --> 00:04:39,950 heavily towards increased automation in their customer service, as well as 75 00:04:39,950 --> 00:04:47,810 employee self- service, sales, marketing, human resources, IT help desk. You might wonder, "What has really changed?" 76 00:04:48,680 --> 00:04:52,460 Most of these brands are now looking for conversational AI as one 77 00:04:52,460 --> 00:04:57,880 of the key drivers for that automation. And as conversational AI allows 78 00:04:57,880 --> 00:05:02,020 brands to use natural language processing and machine learning- based 79 00:05:02,060 --> 00:05:06,560 tools, to support both their customers and the agents who support these 80 00:05:06,910 --> 00:05:14,700 customers. And the conversational AI chatbots and voicebots, they're more sophisticated 81 00:05:14,800 --> 00:05:20,480 these days. They incorporate bias and explainability, and exploit natural language for general 82 00:05:20,850 --> 00:05:24,860 question and answer capability. What we did earlier this year 83 00:05:24,860 --> 00:05:28,230 is that we run a joint study, and the study was 84 00:05:28,230 --> 00:05:32,960 focused on understanding what is the value of Contact Center AI. And for 85 00:05:33,260 --> 00:05:36,670 the suggested study, we wanted to validate the benefits of 86 00:05:36,670 --> 00:05:40,800 Contact Center AI in enterprises, what's the business ROI, What 87 00:05:40,800 --> 00:05:47,920 is the improved customer experience metric? How does it help the customer service agent 88 00:05:47,920 --> 00:05:51,410 efficiency? And before I get into the stack, let me just 89 00:05:51,410 --> 00:05:54,180 quickly walk you through some of the demographics of this study. 90 00:05:55,220 --> 00:05:59,850 We run a global study, it constitutes about 407 organizations worldwide. 50% were from 91 00:05:59,850 --> 00:06:06,020 U. S. and Canada, 25% they're from France and UK, and the 92 00:06:06,020 --> 00:06:10,610 remaining 26% were from Australia, India, Philippines, and Japan. We had 93 00:06:10,610 --> 00:06:13,070 a good mix of the industry. We had folks from 94 00:06:13,070 --> 00:06:18,120 financial institutions, insurance, telecommunications, and the rest of the industry. 95 00:06:18,160 --> 00:06:23,300 We made sure that these were polling or surveying, so folks 96 00:06:23,300 --> 00:06:26,620 who had the decision of quality. We had a good 97 00:06:26,620 --> 00:06:31,150 balance of companies of different sizes, as well as different 98 00:06:31,170 --> 00:06:34,080 types of customer handling formats. The people who were having 99 00:06:34,080 --> 00:06:38,160 internal Contact Center, or have an external Contact Center, as well as some 100 00:06:38,480 --> 00:06:41,350 internal customer service functions. And they had a broad range 101 00:06:41,350 --> 00:06:46,410 of respondents from different levels of customer service agents, starting 102 00:06:46,410 --> 00:06:56,320 from as small as 20 customer service agents. With that, let me, before 103 00:06:56,320 --> 00:07:00,150 level- set, that what we're seeing in terms of what 104 00:07:00,150 --> 00:07:03,910 is the three AI- driven competence that are transforming the Contact Center 105 00:07:04,770 --> 00:07:08,170 today? There are three competence. The first is the virtual agent, the 106 00:07:08,170 --> 00:07:14,790 second is the Agent Assist, and the third is the Insight. Virtual agent is basically a platform for creating voicebot 107 00:07:14,830 --> 00:07:20,410 and chatbot to automate customer interactions with voice or text, 108 00:07:20,860 --> 00:07:24,730 and the conversation to a live agent when the bot 109 00:07:24,730 --> 00:07:28,140 is unable to help a customer. So that's the first one. The 110 00:07:28,140 --> 00:07:31,380 second one is that an Agent Assist. It is a 111 00:07:31,380 --> 00:07:35,930 platform that integrates into the agent desktop, which uses AI to 112 00:07:35,930 --> 00:07:40,270 augment agent interactions with customers in the real time, and 113 00:07:40,270 --> 00:07:45,300 provide tone- by- tone guidance not to of relevant knowledge 114 00:07:45,300 --> 00:07:51,360 bases. It really, really help the agent become more efficient, it's augmentation of AI capability. 115 00:07:51,950 --> 00:07:55,250 And the third one is Insight. It's basically a module 116 00:07:56,110 --> 00:07:59,850 which uses natural language processing to identify the call center. " 117 00:08:00,460 --> 00:08:03,860 Why did the customer call? What were the call drivers? What 118 00:08:03,860 --> 00:08:07,890 was the sentiment?" And this helps the Contact Center managers learn about 119 00:08:07,890 --> 00:08:16,430 customer interaction, and improve call outcomes. How has CAST 2020 changed customer service? 120 00:08:16,790 --> 00:08:19,030 We all know what's going on in the industry today. 121 00:08:19,060 --> 00:08:25,450 And when we asked them what were the top difficulties that they were facing adjusting to 122 00:08:25,450 --> 00:08:30,220 the new stay at home mandate, not as surprise, but 39% of the 123 00:08:30,220 --> 00:08:34,080 respondents, the demographics that I just shared with you, they 124 00:08:34,080 --> 00:08:37,370 shared that they had higher than usual call volumes, and 125 00:08:37,370 --> 00:08:41,400 we all know the reasons why. But in addition to 126 00:08:41,400 --> 00:08:44,980 that, the situation that really compounded the problem was that there 127 00:08:45,740 --> 00:08:49,820 was fewer agents available. 43% of them reported that they 128 00:08:49,820 --> 00:08:53,790 had a few number of agents available to this part of this 129 00:08:53,790 --> 00:08:57,680 higher than usual call volumes. Partly some of them were 130 00:08:58,080 --> 00:09:03,840 reporting sick, or they were not able to respond to the work because of the changing dynamics, as well as, because of a 131 00:09:04,100 --> 00:09:13,200 more than usual call volumes. They did not even prepare to that level of number of ratio of the agents needed to support that kind of call volume. This is specifically interesting. With 132 00:09:13,200 --> 00:09:24,560 that, I'm going to. Yeah, Chris. these are really interesting stats. 133 00:09:24,630 --> 00:09:27,690 2020 has been an interesting year for all of us. 134 00:09:28,330 --> 00:09:31,090 So, if we look at those stats that Ritu just presented, we're 135 00:09:31,090 --> 00:09:36,430 curious about you, what are you seeing in your world, whether it's in your 136 00:09:36,710 --> 00:09:39,870 Contact Center, if you operate one or in your clients, 137 00:09:39,870 --> 00:09:42,730 if you're a partner of ours or you're helping operate 138 00:09:42,730 --> 00:09:46,490 a Contact Center? And are you seeing the increase in 139 00:09:46,490 --> 00:09:50,690 chat and call volumes, or are you seeing a decline? I'll give 140 00:09:50,690 --> 00:09:52,610 that a few more seconds to get a few more 141 00:09:52,610 --> 00:09:57,630 responses. But I'm particularly curious to see what results we 142 00:09:57,630 --> 00:10:02,220 get off the back ends here. I'll give that one 143 00:10:02,220 --> 00:10:07,200 or two more seconds. All right. Well, Ritu you couldn't 144 00:10:07,330 --> 00:10:11,210 be more right. Your research confirms exactly what our audience 145 00:10:11,210 --> 00:10:17,180 is seeing as well, with I guess unsurprisingly 81% are saying, " Have you 146 00:10:17,180 --> 00:10:20,500 seen an increase in call and chat volumes in 2020?" And 147 00:10:20,500 --> 00:10:25,160 that presents unique business challenges. How do you handle that 148 00:10:25,160 --> 00:10:29,790 increase in call volume, or interaction volume, or chat volume, 149 00:10:30,730 --> 00:10:40,840 just with the same resources that you have at the moment? So Ritu, leaving on a little bit here in terms of being prepared for that stay at home mandate 150 00:10:40,840 --> 00:10:43,840 that a lot of us have seen, what have you seen in the research 151 00:10:43,880 --> 00:10:50,010 in financial services? Yeah, I think the most important point to level set here is that 152 00:10:50,050 --> 00:10:53,590 the dynamics are changing dramatically. The survey we conducted was 153 00:10:53,590 --> 00:10:58,250 in the month of May 2020, and three months has changed quite a 154 00:10:58,250 --> 00:11:00,780 lot of the situation, but we caught this into right 155 00:11:00,780 --> 00:11:04,030 in the middle of COVID situation. And when the stay at 156 00:11:04,110 --> 00:11:07,290 home mandates are down, not a surprise to us, but 157 00:11:07,810 --> 00:11:13,370 I'm very well prepared with only one respondent. And I'm not 158 00:11:13,370 --> 00:11:15,230 surprised to see the other part of the results that 159 00:11:15,230 --> 00:11:18,270 I share this in the slide is that, the financial services in 160 00:11:18,270 --> 00:11:21,170 U. S. organizations were the best prepared. So you might 161 00:11:21,540 --> 00:11:24,930 sit and think, " What led to this?" And IDC as 162 00:11:24,930 --> 00:11:27,810 a research firm, we spend a lot of time advising our end 163 00:11:27,810 --> 00:11:32,250 users on what they really need to do. The correlation 164 00:11:32,250 --> 00:11:36,320 here is that the organizations who were born digitally transformed, 165 00:11:36,820 --> 00:11:40,790 they're higher stages of maturity, of digital transformation, they were 166 00:11:40,790 --> 00:11:45,290 definitely well prepared. And you can see that there was a direct correlation between 167 00:11:45,360 --> 00:11:48,990 that, and even the financial organization, they have been embarking 168 00:11:48,990 --> 00:11:52,180 on their journey much longer and earlier. And that's why 169 00:11:52,180 --> 00:11:56,000 you could see that correlation. But now I will share in one of 170 00:11:56,540 --> 00:12:00,580 the upcoming slides here, that what the organizations are doing to 171 00:12:00,580 --> 00:12:04,260 be better prepared next time. And that's more important. I would 172 00:12:04,260 --> 00:12:06,970 like to focus on the forward looking approach and I'll 173 00:12:07,030 --> 00:12:10,050 walk you through and back in a couple of slides. 174 00:12:11,030 --> 00:12:18,790 Awesome. Well- With that if I'm going to... Yeah. Sorry, please go ahead. The next one 175 00:12:18,790 --> 00:12:23,080 is basically, we had asked them that the process of customer 176 00:12:23,110 --> 00:12:27,270 interactions that is happening through this newer channels. And again, 177 00:12:27,270 --> 00:12:29,420 I would like to reiterate on the point here that, 178 00:12:30,070 --> 00:12:33,920 this is the average that I'm presenting here. So, there 179 00:12:33,920 --> 00:12:37,200 are a couple of organizations who might be better prepared 180 00:12:37,200 --> 00:12:40,690 than the other, and the volume and the my team, but this is the mean, 181 00:12:40,690 --> 00:12:44,770 and the median value. Good sharing here. So, there could 182 00:12:44,770 --> 00:12:47,730 be a possibility that the U. S. organizations, if I presented 183 00:12:47,730 --> 00:12:51,080 the data cut just so that it could have been a little bit different. But 184 00:12:51,080 --> 00:12:53,530 not surprisingly, if I look at it from the mean and median 185 00:12:53,650 --> 00:12:58,700 perspective, it's very small percentage. And again, factor it that this is 186 00:12:58,700 --> 00:13:03,350 May, 2020 was happening to virtual agents. This number, I suspect 187 00:13:03,350 --> 00:13:05,580 if I'd understand it today, it would be a little 188 00:13:05,580 --> 00:13:10,130 bit higher than this, but it's a small percentage. Yeah, 189 00:13:10,230 --> 00:13:13,920 exactly. And the agents, the voicebots and chatbots percentage will 190 00:13:14,340 --> 00:13:18,990 also dramatically change. Most of them they're originally doing idea. But before 191 00:13:18,990 --> 00:13:21,060 I move on to the next slide, another very interesting 192 00:13:21,060 --> 00:13:23,980 stat that I want to share here is that we 193 00:13:23,980 --> 00:13:26,130 spend a lot of time talking to the end users 194 00:13:26,350 --> 00:13:29,250 and don't worry, there's still research as well, that what 195 00:13:29,250 --> 00:13:33,070 is really coming up and shaping up in addition to just 196 00:13:33,070 --> 00:13:38,220 the voicebots and chatbots is the computer vision effect to it. The computer vision 197 00:13:38,220 --> 00:13:42,360 has become more mature with image recognition achieving significant improvements. 198 00:13:42,470 --> 00:13:46,260 Thanks to deep learning techniques, computer vision, and CRM is 199 00:13:46,260 --> 00:13:49,910 very early stage. And it's far from being widely adopted. 200 00:13:49,910 --> 00:13:52,200 But if I look back, sit back and think that the rate 201 00:13:52,280 --> 00:13:55,860 at which things are changing, it will be relevant across the 202 00:13:55,860 --> 00:14:00,260 entire customer journey. It will be a through force multiplier for 203 00:14:00,260 --> 00:14:04,120 adding more essential insights for customer upsells and cross sells. 204 00:14:04,120 --> 00:14:06,550 So, that is something that we all need to look at and watch, 205 00:14:06,810 --> 00:14:22,780 and that, that's going to shape up big time in the near future. to that next slide is, there's an obvious question. We've seen voice agents and chat agents 206 00:14:22,780 --> 00:14:27,090 in this case really low at only 8%. And I guess Antony 207 00:14:27,820 --> 00:14:30,450 I'll put this question to you. What do you see? 208 00:14:30,970 --> 00:14:32,350 What do you think this is so low at this 209 00:14:32,350 --> 00:14:38,260 point in time? Well, I can't really blame customers on a low 210 00:14:38,260 --> 00:14:40,900 adoption of virtual agents for voice and chat. If you 211 00:14:40,900 --> 00:14:43,420 look historically, you look back two or three years ago, 212 00:14:44,260 --> 00:14:46,760 either you have an IVR that's forces you down a 213 00:14:46,760 --> 00:14:50,270 tree, or the chats are really just about routing you 214 00:14:50,720 --> 00:14:56,090 to the right agent. I can't say that the bots on 215 00:14:56,090 --> 00:15:02,500 voice or chat were really good to be mild in 216 00:15:02,560 --> 00:15:07,880 my assessment. But that is cheapest thing. The technology that 217 00:15:07,880 --> 00:15:12,400 enables us to deliver very high quality bots, which means 218 00:15:12,400 --> 00:15:15,400 they understand where you're saying, they can drive the conversation, 219 00:15:15,400 --> 00:15:19,700 they can answer questions, do backend fulfillment, actually deliver value 220 00:15:19,700 --> 00:15:23,610 to a customer. This is more new, in fact, in 221 00:15:23,610 --> 00:15:27,190 the last two years I would say, and really taking off. 222 00:15:27,190 --> 00:15:30,010 So on that, 8% makes sense what we're seeing across 223 00:15:30,010 --> 00:15:33,990 customers. Some don't use those channels at all. The ones 224 00:15:33,990 --> 00:15:38,190 who do use them are around 15 ish, 20% of 225 00:15:38,280 --> 00:15:41,510 no volume. So, that 8% average doesn't surprise me. It's very 226 00:15:41,950 --> 00:15:44,470 in line with our customers. And that low adoption, if 227 00:15:44,820 --> 00:15:47,580 you look a year from now, it's going to be completely different 228 00:15:47,580 --> 00:15:51,670 graph. Yeah, I totally agree. It might be low today, 229 00:15:51,670 --> 00:15:54,620 but this is where the growth factor is. And we're 230 00:15:54,620 --> 00:16:00,660 expecting to see the same customer base in Genesys. We constantly inundated with inquiries 231 00:16:00,660 --> 00:16:05,990 on, " How do we apply the virtualization technology?" Ritu, I guess, again, 232 00:16:05,990 --> 00:16:08,410 coming back to current times and the research that you've 233 00:16:08,410 --> 00:16:19,590 seen, how will the Contact Centers adapt in to the modern world and the things that are going on today? not an easy thing, but I always 234 00:16:20,130 --> 00:16:23,230 love to say this, " There's no choice." Customers have to do 235 00:16:23,230 --> 00:16:28,010 this in order to be innovative, providing, improving on the 236 00:16:28,010 --> 00:16:31,830 customer experience, but at the same time, not compromising on 237 00:16:31,830 --> 00:16:34,950 the operational efficiency. And it's a great balance that customers need 238 00:16:34,950 --> 00:16:38,510 to do. So, it all starts with me. This is universal 239 00:16:38,780 --> 00:16:44,590 across all AI initiatives, but it's very, very prevalent here. Culture, that's 240 00:16:44,750 --> 00:16:50,550 transforming the culture, the customer insights is democratized. Every employee 241 00:16:50,550 --> 00:16:55,060 becomes a change agent for the customer. I cannot emphasize 242 00:16:55,060 --> 00:16:58,390 this more because in the case of AI sometimes, people are 243 00:16:58,450 --> 00:17:02,290 a little bit because it's also another... It's just getting the 244 00:17:02,290 --> 00:17:05,070 comfort level, trusting it. And there are lots of advancements 245 00:17:05,070 --> 00:17:09,080 happening in that area. But once you have that culture, you're 246 00:17:09,250 --> 00:17:12,650 willing to understand where the customer needs are. This is 247 00:17:12,650 --> 00:17:14,650 really going to be day and night for the customer 248 00:17:14,650 --> 00:17:17,430 experience. And at the same time, you will be playing 249 00:17:17,430 --> 00:17:20,790 a very active role in building, working with the tools, 250 00:17:20,790 --> 00:17:24,490 and technologies, and the supplies, and the offerings to meet 251 00:17:24,820 --> 00:17:28,820 and improve your AI systems as well. So that's one. 252 00:17:29,170 --> 00:17:32,200 The second is that, gone are the days when people 253 00:17:32,200 --> 00:17:37,110 are doing metrics of measurement in isolation. Here people are 254 00:17:37,110 --> 00:17:40,990 trying to bring them together. There are AI, KPIs, and 255 00:17:41,030 --> 00:17:45,750 AI metrics have globally aligned with how they're measuring their customer 256 00:17:45,940 --> 00:17:50,700 experience metrics. So, they're both evolving so that there's huge amount of 257 00:17:50,800 --> 00:17:54,810 emphasis on improving the experience, and improving the measurements and 258 00:17:54,810 --> 00:17:58,810 aligning them together. And the third and the last thing is 259 00:17:58,810 --> 00:18:03,770 that, there's a huge amount of emphasis on human efficiency. 260 00:18:04,030 --> 00:18:06,730 And there was a lot of debate going on for some time, that 261 00:18:08,270 --> 00:18:11,370 AI is going to take over the human jobs and there 262 00:18:11,370 --> 00:18:14,790 was no experience with this in the foreseeable future. We 263 00:18:14,790 --> 00:18:18,250 see that it's making us much more efficient. It is 264 00:18:18,610 --> 00:18:21,090 helping us to be more empathetic. It is giving us 265 00:18:21,090 --> 00:18:24,550 real time guidance. So these are the three important things. Of course there are 266 00:18:25,010 --> 00:18:28,690 other parts of it, but these are that we are 267 00:18:28,690 --> 00:18:31,800 seeing in customers, how they're doing what they're doing to 268 00:18:31,800 --> 00:18:39,880 adapt to the newer customer Contact Center scenarios today. Awesome. And- point, 269 00:18:39,890 --> 00:18:46,270 Ritu. Just one point here, Ritu. The survey earlier with 270 00:18:46,270 --> 00:18:49,340 80 plus percent of people saying they see their volume 271 00:18:49,340 --> 00:18:51,730 going up, I think that's where really AI can help. 272 00:18:51,730 --> 00:18:55,180 Is to avoid having to increase your Contact Center resources 273 00:18:55,180 --> 00:18:59,220 by 80%, to answer that need. That's really where we're seeing 274 00:18:59,220 --> 00:19:02,310 actually a lot of usage of AI for Contact Centers, 275 00:19:02,630 --> 00:19:05,990 is to kind of tamper that growth of volume and 276 00:19:05,990 --> 00:19:09,180 make sure you have operational efficiency across your Contact Center 277 00:19:09,180 --> 00:19:12,020 without adding more people. It's not about a reduction of 278 00:19:12,020 --> 00:19:16,540 people. That's not what we've seen. Exactly. It's not about replacing 279 00:19:17,990 --> 00:19:22,410 human beings. It's making them more efficient, so they address the changing 280 00:19:22,410 --> 00:19:26,380 dynamics of the industry. Because the volumes will definitely increase, but 281 00:19:26,970 --> 00:19:31,290 we do not, and cannot adding more and more people to meet their demands. 282 00:19:34,550 --> 00:19:38,030 Exactly. And so, our audience can maybe discern what other 283 00:19:38,030 --> 00:19:41,710 customers are doing in the station. And that's a great example. It's 284 00:19:41,710 --> 00:19:44,610 not about replacing people, and maybe that's one of the 285 00:19:44,610 --> 00:19:48,780 big business drivers, just handling more. Are you seeing... And 286 00:19:48,780 --> 00:19:50,740 I guess this question is for both of you. Are you seeing 287 00:19:51,750 --> 00:19:56,040 other business drivers in the application of artificial intelligence that 288 00:19:56,040 --> 00:20:00,910 are not correlated, that are maybe not volume related, but other benefits of using 289 00:20:01,190 --> 00:20:08,470 applied, and machine learning, and AI to deliver a new experience? Yeah, absolutely. 290 00:20:08,470 --> 00:20:16,950 I think- Yeah, go ahead, Ritu. business driver, what we're seeing is, 291 00:20:17,800 --> 00:20:21,860 now the customer will come and first think about operational efficiency, cost reduction are 292 00:20:22,610 --> 00:20:24,740 the first thing they have in mind. But the reality is, 293 00:20:24,740 --> 00:20:28,490 when you start doing a Contact Center and put Contact 294 00:20:28,490 --> 00:20:31,670 Center AI in your Contact Center, you're really transforming your 295 00:20:31,670 --> 00:20:35,290 customer experience across all channels. And the business drivers to 296 00:20:35,290 --> 00:20:38,330 provide a coherent experience when you're on chat, when you're 297 00:20:38,330 --> 00:20:40,300 on voice, when you're on your web, or your mobile 298 00:20:40,300 --> 00:20:44,730 app, where the engine behind it, the AI behind is 299 00:20:44,730 --> 00:20:48,300 able to manage across those channels, switch channels, understand what was 300 00:20:48,300 --> 00:20:51,440 said, the context, the past history, et cetera, and provide 301 00:20:51,440 --> 00:20:56,050 you a unique voice for the company to that customer 302 00:20:56,050 --> 00:20:59,710 or that user, if talk about organizations. I think that 303 00:21:00,010 --> 00:21:02,890 the business driver is really having that coherence across the 304 00:21:02,890 --> 00:21:07,620 board, and having a very wonderful experience, no matter the 305 00:21:07,620 --> 00:21:11,000 channel, no matter the choice that the end user or customer is 306 00:21:11,000 --> 00:21:15,730 making, they get that experience across all channels in a 307 00:21:15,730 --> 00:21:19,720 very unified way. I think that's a big business driver. 308 00:21:21,300 --> 00:21:25,730 Agree, agree. And it is also reflected in our study 309 00:21:25,810 --> 00:21:28,220 here, which I'm just going to share the chart, with some 310 00:21:28,260 --> 00:21:33,730 of the facts on there. But for very first experience we're all talking about it, but 311 00:21:33,730 --> 00:21:39,930 because of usage of these as the, it's not just 312 00:21:39,930 --> 00:21:42,880 the consistent experience, which is very, very critical, but it's 313 00:21:42,990 --> 00:21:50,690 also passive into issue. Because enriching the human agent with 314 00:21:50,730 --> 00:21:56,210 the Insight in real time, it provides that timely response and a 315 00:21:56,520 --> 00:21:58,770 more intelligent response for lack of a better word here, 316 00:21:59,940 --> 00:22:07,400 is really, really being consummated with operational efficiency, consistency, and 317 00:22:07,400 --> 00:22:13,130 experience. But also getting the fastest response in the fastest time, 318 00:22:13,430 --> 00:22:17,960 in the more intelligent way, this is what AI is 319 00:22:17,960 --> 00:22:21,620 known for. It can do volumes and volumes of data, 320 00:22:21,810 --> 00:22:25,050 to pattern recognition, get Insights, and this advances in natural 321 00:22:25,050 --> 00:22:28,860 language processing can stop through tons and tons of data, and 322 00:22:28,860 --> 00:22:32,170 get you the right Insight at the right time. That's 323 00:22:32,170 --> 00:22:37,670 another very huge advantage. So, it's overall including bringing a good ... I'm 324 00:22:38,590 --> 00:22:42,970 IDC research. We also say that there's a huge correlation between 325 00:22:42,970 --> 00:22:46,470 customer experience and employee experience. And by usage of AI 326 00:22:46,650 --> 00:22:50,860 technology, you're not just making the customer happy, but you're 327 00:22:50,860 --> 00:22:55,750 also making the employee happier, employee more efficient. And that has 328 00:22:55,750 --> 00:22:59,310 a direct correlation on the customer experience. When many times we 329 00:22:59,310 --> 00:23:01,860 all come to work and if we're unhappy more, we're 330 00:23:01,860 --> 00:23:06,960 excited to serve our customers better. So there's a direct correlation there, which 331 00:23:07,400 --> 00:23:10,780 the advancements in AI technology is helping, and that's why the 332 00:23:10,780 --> 00:23:15,900 human agent efficiency, and human needs, and empowerment, and augmentation is so, 333 00:23:15,900 --> 00:23:20,110 so fundamental to the successful adoption of this. And people 334 00:23:20,110 --> 00:23:23,820 can't go to the other parts of the chart, but I also 335 00:23:23,820 --> 00:23:30,820 emphasize that empathy... Because you can understand the... Remember in one of 336 00:23:31,220 --> 00:23:34,830 the slides before, I was talking about where you could actually understand the 337 00:23:34,830 --> 00:23:38,870 sentiment. You can understand the rational of why people are 338 00:23:39,140 --> 00:23:44,130 calling you, and you could react in that particular situation in a much more empathetic 339 00:23:44,260 --> 00:23:48,850 way, because then you have that kind of intelligence real time. It's way 340 00:23:49,520 --> 00:23:54,690 more to the agents. This is very, very much aligned 341 00:23:54,690 --> 00:23:57,420 to what we are trying to think from a bigger picture 342 00:23:57,420 --> 00:24:03,220 than the survey insights that also align to that. Before 343 00:24:03,580 --> 00:24:05,730 I move on to the next slide, I just wanted 344 00:24:05,730 --> 00:24:09,640 to say that I think Tracy you asked this question, "What are the customers doing?" Of course their primary work, is one of 345 00:24:09,640 --> 00:24:14,330 the top reactions, but they'd also feed up a little 346 00:24:14,330 --> 00:24:18,460 bit of more question on the survey that because of 347 00:24:18,460 --> 00:24:21,390 this crisis... This is not a one time, this could happen again. 348 00:24:21,390 --> 00:24:24,490 How do you make yourself more resilient organization? So, what 349 00:24:24,490 --> 00:24:29,380 are the new IT investments that this experience has taught the customers and 350 00:24:29,380 --> 00:24:32,080 what they're doing it? The three things that you see 351 00:24:34,960 --> 00:24:38,790 here is that, in the past, sometimes people sit and decide whether they want to be on the public cloud 352 00:24:39,280 --> 00:24:43,690 scenario. This has really accelerated that, and people are seriously 353 00:24:45,080 --> 00:24:50,270 looking into it. The second is that the maturity that Antony also 354 00:24:50,270 --> 00:24:52,810 mentioned, and I also mentioned, and Chris, you mentioned at 355 00:24:52,810 --> 00:24:55,970 the start of the presentation is that the conversational AI 356 00:24:55,970 --> 00:24:59,700 technologies have improved so much in leaps and bounds in 357 00:24:59,700 --> 00:25:02,190 the last 12 to 18 months. And because of that, 358 00:25:02,510 --> 00:25:05,160 there is a sophistication in the response. It's not just, " 359 00:25:05,160 --> 00:25:09,580 Rule says yes or no." There's a significant amount of depth 360 00:25:09,580 --> 00:25:13,610 in the answering of the questions and answers. So people are getting 361 00:25:13,610 --> 00:25:16,820 more comfortable with the chatbot and also an omni experience. 362 00:25:17,280 --> 00:25:20,810 Whether they're working for a live chat, or for this chat, or 363 00:25:20,810 --> 00:25:24,220 through an IVR, everything they want that sense of experience. So, there's 364 00:25:24,220 --> 00:25:29,130 much more willingness to embrace it. And that is not 365 00:25:29,130 --> 00:25:32,980 the least, there are other factors, but digitization. We have been 366 00:25:32,980 --> 00:25:36,530 saying this for a long time that accelerated. Two years 367 00:25:36,530 --> 00:25:39,140 of digital transformation has happened in two months and it 368 00:25:39,240 --> 00:25:44,610 has accelerated the digital transformation. Increased digital digitization in the 369 00:25:44,610 --> 00:25:52,810 customer environment is really the investments that people are going to make. IDC has predicted 370 00:25:52,810 --> 00:25:57,070 that while we are in grim times, the investments in AI 371 00:25:57,070 --> 00:26:00,670 and the investments embracing of AI technology to make them 372 00:26:00,930 --> 00:26:07,400 more resilient, and this in the next new normal is something that AI 373 00:26:07,440 --> 00:26:11,660 will play a very significant part in that. Yeah, absolutely. 374 00:26:11,900 --> 00:26:14,980 And I want to maybe echo something that you said there, about 375 00:26:15,260 --> 00:26:20,020 providing empathetic customer experiences. And now more than ever, I 376 00:26:20,020 --> 00:26:22,480 feel like we need to have empathy for our fellow 377 00:26:22,720 --> 00:26:27,680 human. We're all going through something we know this is a generational thing. Something 378 00:26:27,680 --> 00:26:32,240 we haven't seen in many generations. So, what we're experiencing 379 00:26:32,240 --> 00:26:38,280 now is different, but crisis creates opportunity. And we're also 380 00:26:38,280 --> 00:26:41,870 seeing that this is actually being a bit of a 381 00:26:41,870 --> 00:26:44,730 non dialogue, as you said, Ritu, to some of the 382 00:26:45,000 --> 00:26:50,130 applications of AI. I want to talk a little bit about how we're seeing this 383 00:26:50,130 --> 00:26:55,220 technology start to be applied in three major use cases. I'm going to echo 384 00:26:55,220 --> 00:26:59,500 back to something which you said earlier with our voicebots, chatbots, and Agent 385 00:26:59,580 --> 00:27:02,150 Assist. And let me just take you through very quickly on 386 00:27:02,150 --> 00:27:04,930 what those are, and how they might be applied and 387 00:27:04,930 --> 00:27:08,550 why you might apply them in your organization. So the 388 00:27:08,550 --> 00:27:11,560 first if I could really summarize a lot of that 389 00:27:11,560 --> 00:27:15,810 upfront processing, is voicebots. And we're at a point now 390 00:27:15,810 --> 00:27:20,580 with the technology with natural language understanding the speaker recognition, a 391 00:27:20,580 --> 00:27:26,240 lot of that powered by Google to really understand phrases 392 00:27:26,810 --> 00:27:29,690 better than we ever had before, and at least a 393 00:27:30,080 --> 00:27:34,170 customer intents, so that we can have a much more data experience. And if 394 00:27:34,170 --> 00:27:36,170 you've been around the industry for any length of time 395 00:27:36,670 --> 00:27:40,610 like myself, that in the two thousands, it was a single 396 00:27:40,610 --> 00:27:43,450 word that was being said, and it couldn't detect that 397 00:27:43,680 --> 00:27:46,920 piece of recognition. And then we had to build these complicated 398 00:27:46,920 --> 00:27:51,890 speech, IVRs to deliver an experience. And really today what we're 399 00:27:51,890 --> 00:27:56,060 seeing is your IVR is a voicebot. And that's the 400 00:27:56,060 --> 00:28:00,480 evolution of the Contact Center technology, artificial or machine learning 401 00:28:00,480 --> 00:28:04,900 being applied in our space. Which brings the question, " Why would you do 402 00:28:04,900 --> 00:28:09,190 that? What is better than my IVR today?" And it really 403 00:28:09,190 --> 00:28:14,860 is that natural language processing that allows your customers to 404 00:28:15,100 --> 00:28:18,910 speak in plain speak, and to get to an outcome 405 00:28:18,910 --> 00:28:23,680 much more quickly, which ultimately improves their experience. But it's 406 00:28:23,680 --> 00:28:27,760 not just that upfront or self service experience that benefits 407 00:28:27,760 --> 00:28:31,560 from a voicebot, it also means that by the time that 408 00:28:31,790 --> 00:28:35,030 customer gets to an agent, the agent has a better 409 00:28:35,030 --> 00:28:38,950 understanding of what's going on as well. Because we're using 410 00:28:39,150 --> 00:28:43,630 CCAI in this case to intent, fill in the slots, 411 00:28:43,630 --> 00:28:47,930 and really have a more complete picture of that interaction. And again, 412 00:28:48,380 --> 00:28:52,420 overall, it rolls into that improved customer experience. We're going to go into 413 00:28:52,420 --> 00:28:56,100 a little bit more about the Genesys and Google partnership in just a 414 00:28:56,100 --> 00:28:59,700 few seconds. The other major use case that we see 415 00:28:59,700 --> 00:29:03,020 is chatbots. And I want to really say from the outset 416 00:29:03,530 --> 00:29:06,830 chatbots doesn't mean web chat. Chatbots can be applied on 417 00:29:06,850 --> 00:29:10,110 any textual medium that Genesys AI is able to route 418 00:29:10,160 --> 00:29:15,340 using the very same technology, natural language processing that you see in voice, 419 00:29:15,610 --> 00:29:19,820 as you see in text, and applying that to WhatsApp, WeChat, Apple 420 00:29:19,820 --> 00:29:23,450 Business Chat, of course Web Messaging as well when I 421 00:29:23,450 --> 00:29:28,260 synchronize messaging. All of that same technology, because Genesys can 422 00:29:28,260 --> 00:29:31,860 route that, and we've connected that with Google Contact Center AI. 423 00:29:32,140 --> 00:29:34,610 You can take advantage of the machine learning that's being 424 00:29:35,340 --> 00:29:46,110 applied there. Very similar experiences that we're seeing in the voicebot world, that in the chatbot world, that maybe with some richer experiences, depending on 425 00:29:46,110 --> 00:29:48,560 the medium that they're operating in. And what I mean 426 00:29:48,560 --> 00:29:52,660 by that is, with asynchronous media or Web Messaging, you've 427 00:29:52,660 --> 00:29:57,780 got the opportunity to actually insert, and images, and mix 428 00:29:57,780 --> 00:30:00,940 that with text. And the bot can actually do some pretty sophisticated 429 00:30:02,130 --> 00:30:07,040 things in that, including the complete self- service interactions, but 430 00:30:07,040 --> 00:30:10,540 be on your orchestrated platform that brings in the right 431 00:30:10,540 --> 00:30:14,660 technology at the right time, and when it does get to 432 00:30:14,850 --> 00:30:18,580 an agent that entire conversation is seen, and you can 433 00:30:18,580 --> 00:30:22,330 actually act on it in real time. And then lastly, and 434 00:30:22,330 --> 00:30:24,800 this is probably the one that I think is the 435 00:30:24,800 --> 00:30:28,510 most leading edge, but one that we probably expect to 436 00:30:28,510 --> 00:30:34,230 see more and more adoption as we go forward, which is Agent 437 00:30:34,230 --> 00:30:38,190 Assist. An Agent Assist, is what it says. It's providing 438 00:30:38,560 --> 00:30:43,600 artificial intelligence augmentation with the agent in the Contact Center to provide 439 00:30:43,600 --> 00:30:48,090 a better experience. And there's been, again, those leaps and bounds of 440 00:30:48,340 --> 00:30:53,140 how we integrate with this technology from an agent experience, 441 00:30:53,140 --> 00:30:56,350 from a desktop experience, from a voice experience, so that 442 00:30:56,420 --> 00:30:59,710 we're providing insights to the agent and surfing through them 443 00:30:59,920 --> 00:31:04,050 with knowledge in real time, and really having a very 444 00:31:04,410 --> 00:31:10,490 augmented conversation. I want to pause on that one because, Antony, this is absolutely in your domain 445 00:31:10,490 --> 00:31:17,240 as something that you talk about every day. So, how is the technology at 446 00:31:17,240 --> 00:31:20,690 Google, that we've talked about in voicebots and chatbots being applied 447 00:31:20,690 --> 00:31:26,930 in Agent Assist? An Agent Assist as you said, is 448 00:31:26,930 --> 00:31:29,270 a little newer in it's technology, but it's really a 449 00:31:29,270 --> 00:31:33,590 breakthrough that's been enabled by the advent of voice and speech 450 00:31:33,590 --> 00:31:39,230 to text in particular, speech to text technologies. Google has a 451 00:31:39,230 --> 00:31:44,090 long history of trying to understand speech either through understanding 452 00:31:44,090 --> 00:31:46,700 YouTube videos, to be able to search them and remove 453 00:31:46,700 --> 00:31:50,810 hate speech in YouTube videos. Either through a Google Home 454 00:31:50,810 --> 00:31:53,990 Assistant, and understand all the requests from users, that's millions 455 00:31:53,990 --> 00:31:59,770 and millions of requests every year. And also through transcription 456 00:31:59,770 --> 00:32:03,110 of voice messages on phone. You have Google voice and 457 00:32:03,110 --> 00:32:07,430 you can do your voicemail transcription. So all that technology... 458 00:32:07,430 --> 00:32:10,310 And voice search, obviously. So, Google has put a lot 459 00:32:10,310 --> 00:32:13,740 of effort in R& D into understanding voice, and thanks 460 00:32:13,740 --> 00:32:17,900 to that, we can now propose real time, voice transcription 461 00:32:18,280 --> 00:32:21,650 and understanding of a conversation between an agent and a 462 00:32:21,650 --> 00:32:26,810 user, and really provide in real time, the right suggestions, 463 00:32:26,810 --> 00:32:30,710 the right responses, the right document, the right flows that 464 00:32:30,770 --> 00:32:34,130 the agent needs to do their job faster. And that's 465 00:32:34,130 --> 00:32:37,240 really changing the game for agents. Ritu was talking about 466 00:32:37,240 --> 00:32:39,860 agent satisfaction, we're seeing that go up. We're seeing average 467 00:32:39,860 --> 00:32:43,140 handling time go down, we're seeing call summary going down 468 00:32:43,280 --> 00:32:46,070 in terms of how much time they spend typing after 469 00:32:46,070 --> 00:32:49,480 the call, the call disposition, we see first call resolution 470 00:32:49,620 --> 00:32:53,560 improving. On and on, the Agent Assist is really now the 471 00:32:55,120 --> 00:33:01,080 little coach or assistive technology for human agents in the Contact 472 00:33:01,080 --> 00:33:07,580 Center, enabling new experiences for the end user. Absolutely. So I 473 00:33:07,580 --> 00:33:10,410 want to come to another poll question in interest of 474 00:33:10,410 --> 00:33:15,740 time. From your perspective, what are you looking to implement? Any 475 00:33:15,740 --> 00:33:19,880 of these technologies, voicebots or chatbots specifically in the next three 476 00:33:19,880 --> 00:33:25,980 to six months, or maybe six to 12 months? Is that a 477 00:33:25,980 --> 00:33:28,750 new thing? Is it something that you want to act on now? Is it something that 478 00:33:29,350 --> 00:33:32,240 is more future- looking for you? I'm guessing the fact 479 00:33:32,240 --> 00:33:33,940 that you've turned up to this webinar today that means 480 00:33:34,860 --> 00:33:38,220 all interest to you, but we want to get a bit of a gauge to 481 00:33:38,220 --> 00:33:42,800 see if that deals with our research on how people 482 00:33:42,800 --> 00:33:45,620 are starting to adopt this technology. I'll give that a 483 00:33:45,620 --> 00:33:50,160 few more seconds. Eyeballs on screen, and then I'll go 484 00:33:50,160 --> 00:33:52,650 to the poll results. Do we want to take a guess 485 00:33:52,650 --> 00:33:58,620 anyone on where people are going to land? All right. Yes. Three 486 00:33:58,620 --> 00:34:02,170 to six months, in six to 12? Okay, I think 487 00:34:02,170 --> 00:34:07,880 the call out here is actually the people that said no, that are in the minority. So, the majority- 488 00:34:08,470 --> 00:34:11,020 Maybe because they already have something. I don't know. Maybe, 489 00:34:11,100 --> 00:34:14,920 no. Because we saw 8% of people already have it. So maybe the nos are people 490 00:34:14,920 --> 00:34:18,720 who have something in place. now we should have put that option in. We should 491 00:34:18,720 --> 00:34:20,760 have said" I've already got it." That no would have been on 1%. 492 00:34:24,870 --> 00:34:28,300 That's wonderful. I did see a question that came through 493 00:34:28,300 --> 00:34:32,850 as we're going, here from Rick. And Rick, I hope 494 00:34:32,850 --> 00:34:36,780 I'm going to touch on some of your question, and the question is, " 495 00:34:36,780 --> 00:34:42,360 How does Google and Genesys differentiate and add some capability 496 00:34:42,360 --> 00:34:46,150 and value?" I want to talk about that, but also when we get 497 00:34:46,150 --> 00:34:49,550 into Q&A, I'm going to come back to your question and answer it in a bit more detail as well. 498 00:34:50,320 --> 00:34:52,870 When we think about Google and Genesys, these are two industry 499 00:34:52,870 --> 00:34:57,350 leaders. Genesys being the only channel contacted a platform that really allows you 500 00:34:57,350 --> 00:35:02,160 to do journey orchestration, bringing multiple technologies from different vendors 501 00:35:02,380 --> 00:35:05,760 and really orchestrate all of those together in a cohesive 502 00:35:05,820 --> 00:35:09,650 manner, to deliver the very best experience that is out 503 00:35:09,650 --> 00:35:13,240 there. But we can't do it alone. And when we've looked across 504 00:35:13,910 --> 00:35:18,280 the marketplace, hope Google has done the same, it's really providing 505 00:35:18,280 --> 00:35:22,790 the best technology to our customers that integrates really, really neatly 506 00:35:23,010 --> 00:35:28,280 to deliver artificial intelligence capability inside the platform that maybe 507 00:35:28,280 --> 00:35:34,280 you have today, or the platform that you think of moving to in the future. What that means is that 508 00:35:34,710 --> 00:35:38,750 if you look at artificial intelligence technology in isolation, you 509 00:35:38,750 --> 00:35:41,070 can do a lot. You can use APIs, you can 510 00:35:41,070 --> 00:35:44,320 build what you need to build, and that might take 511 00:35:44,320 --> 00:35:49,930 time, but there's a depth of capability within Genesys in our platform, in the 512 00:35:49,930 --> 00:35:54,480 cloud, but also in our multicloud platform for everyone else, 513 00:35:54,760 --> 00:35:58,540 that allows you to plug in these different technology components, 514 00:35:58,540 --> 00:36:03,200 and take advantage of all of the routing of the orchestration services, all of 515 00:36:03,700 --> 00:36:08,610 the reporting, the analytics, the entering conversation view, the widgets, 516 00:36:08,610 --> 00:36:13,220 the desktop. That complete Contact Center package that you have, 517 00:36:13,460 --> 00:36:18,750 strapped on with artificial intelligence technology as well. So Antony, 518 00:36:19,040 --> 00:36:22,540 I know this is a long running partnership for us, at 519 00:36:22,540 --> 00:36:25,630 least from 2018. Do you want to add any commentary 520 00:36:25,630 --> 00:36:31,670 around how Google Cloud and Genesys put together? This is 521 00:36:31,670 --> 00:36:33,820 a very exciting partnership we've been at. I think you were 522 00:36:33,820 --> 00:36:36,770 one of the very, very first partners that we talked 523 00:36:36,770 --> 00:36:40,360 to, and we made that partnership. The goal here for 524 00:36:40,360 --> 00:36:45,230 us was really to also leverage, not only the innovation 525 00:36:45,230 --> 00:36:48,480 that Genesys is bringing to the market, but also leverage 526 00:36:49,150 --> 00:36:51,960 a lot of customers that have Contact Centers with Genesys 527 00:36:51,960 --> 00:36:55,220 in place and wanted to bring more AI, more capabilities. 528 00:36:55,250 --> 00:36:59,160 And we're seeing the opportunity here to avoid a rip 529 00:36:59,160 --> 00:37:04,240 and replace, of your implementation, and really upgrade whatever you 530 00:37:04,240 --> 00:37:07,830 had from Genesys. Genesys upgrading a lot of their own 531 00:37:07,830 --> 00:37:11,210 capabilities into their customer experience, but I think the Agent 532 00:37:11,210 --> 00:37:15,960 Assist, the virtual agent, and those capabilities are really things 533 00:37:15,960 --> 00:37:20,730 that we feel strongly about our capabilities, and having that 534 00:37:20,730 --> 00:37:25,770 as part of the Genesys platform is really powerful. I feel 535 00:37:25,770 --> 00:37:30,410 so super exciting to have this in place. I'm going 536 00:37:30,410 --> 00:37:33,960 to come to another question that's being asked in real time here 537 00:37:33,960 --> 00:37:36,940 about some of the joint customer use cases that we 538 00:37:36,940 --> 00:37:41,120 see from Google and Genesys. And I know, just by coincidence, 539 00:37:41,120 --> 00:37:45,030 that is the very next slide that Antony is going to talk to, but I'll give 540 00:37:45,030 --> 00:37:47,650 you an anecdotal example of a customer that's gone live 541 00:37:47,650 --> 00:37:53,220 with a Google Contacts Center AI and Genesys recently, where they reduced 26 542 00:37:53,390 --> 00:38:00,010 speech IVR applications down to one. And if you ever 543 00:38:00,010 --> 00:38:03,620 had to operate these or build these, the significance of 544 00:38:03,720 --> 00:38:06,760 every single one of those applications. We're able to use Dialogflow 545 00:38:06,760 --> 00:38:12,060 in this instance with Genesys new gauge. This customer, which was a telecommunications customer, 546 00:38:13,980 --> 00:38:19,440 was able to greatly reduce their managed applications down to 547 00:38:19,620 --> 00:38:24,680 essentially one application that's orchestrated by Genesys. And the way 548 00:38:24,680 --> 00:38:28,640 they did that, this is using some of the technologies that are on this slide, which 549 00:38:28,690 --> 00:38:31,250 Antony, I might hand over to you to talk about in a bit more detail. I 550 00:38:31,250 --> 00:38:36,680 know I will add something on that telecom customer. It was 551 00:38:36,680 --> 00:38:39,930 not in English, which is also one of the power 552 00:38:39,930 --> 00:38:43,700 the Google platform, is we support quite a few languages for 553 00:38:43,940 --> 00:38:46,950 CCAI, and this is a very big success story that 554 00:38:46,950 --> 00:38:51,840 was not only for English speakers. I'll just maybe do 555 00:38:51,840 --> 00:38:59,000 that. So, yes, as Chris mentioned, we have three main 556 00:38:59,000 --> 00:39:02,650 products as part of our CCAI portfolio. To build virtual 557 00:39:02,650 --> 00:39:05,510 agents, there's is a product called Dialogflow, we'll talk a little 558 00:39:05,510 --> 00:39:10,770 bit more about that. Our Agent Assist capability named Agent 559 00:39:10,770 --> 00:39:14,460 Assist, very creative, will be there to help your agents 560 00:39:14,750 --> 00:39:18,330 both on chat and voice channels. And our newborn Insights 561 00:39:18,490 --> 00:39:23,300 Platform just launched now factually yesterday, and will go GA 562 00:39:23,300 --> 00:39:28,940 pretty quickly. After that there's looking all of the data that's 563 00:39:28,940 --> 00:39:32,340 coming in, in your Contact Center, on chat and voice 564 00:39:32,340 --> 00:39:36,850 channel and using all that data to help you derive 565 00:39:36,950 --> 00:39:43,960 insights, trends, search, help QA managers and training, review calls 566 00:39:44,510 --> 00:39:47,250 and really drive insight sentiment, et cetera, is all in 567 00:39:47,250 --> 00:39:50,020 the Insights Platform. So, those are the three products that you 568 00:39:50,020 --> 00:39:53,560 will see as part of the portfolio called TCI at 569 00:39:53,560 --> 00:40:03,460 Google, and they're available on the Genesys platform. is putting the elephant on 570 00:40:03,460 --> 00:40:06,860 the table, so to speak. Which is my way of 571 00:40:07,110 --> 00:40:10,470 saying, address the elephant in the room. Have you tried 572 00:40:10,470 --> 00:40:14,020 natural language processing with bots? And if so, which are 573 00:40:14,020 --> 00:40:22,790 the ones that you've tried? Because there are multiple choices out there that you can work with, and maybe the answer is no, you're not there yet, and you're maybe 574 00:40:22,790 --> 00:40:26,930 evaluating, or you've experimented, or maybe you already live. So 575 00:40:28,080 --> 00:40:30,190 I'll give that a few seconds. The options here are 576 00:40:30,190 --> 00:40:36,120 Amazon Lex, Google Dialogflow, Microsoft LUIS, IBM's Watson, something else? 577 00:40:36,120 --> 00:40:40,760 Maybe homegrown, or a third party, or you haven't tried 578 00:40:40,760 --> 00:40:47,650 any of them. I know this is probably a multiple choice answer, but let's see where people land. And we've got to put in an even 579 00:40:47,650 --> 00:40:58,560 split. Oh, that's. I try which is amazing. But also 580 00:40:58,560 --> 00:41:01,710 the call out here for me is the majority, and 581 00:41:01,830 --> 00:41:06,700 the majority haven't tried natural language understanding yet. And really, 582 00:41:06,880 --> 00:41:09,640 I would encourage you to maybe look at it. This is what we're talking 583 00:41:09,640 --> 00:41:13,810 about. It's the fundamental technology behind all of these cases that 584 00:41:13,810 --> 00:41:19,850 we're talking about today. It is a good time to 585 00:41:19,850 --> 00:41:24,550 try because this slide actually is relevant too. You probably haven't 586 00:41:24,550 --> 00:41:28,420 tried because you've had very bad experience calling Contact Centers, 587 00:41:29,610 --> 00:41:33,690 and you really think those things don't work. In terms of NLU, 588 00:41:36,070 --> 00:41:37,980 Google is really... It's quite a lot of paper. And actually 589 00:41:38,050 --> 00:41:41,700 Google even open sourced a very large transformer called BERT, 590 00:41:42,240 --> 00:41:45,640 which is transforming the NLU space right now. And Google 591 00:41:45,640 --> 00:41:48,500 has its own version of BERT, which uses a lot 592 00:41:48,500 --> 00:41:55,130 more data. But that's where NLU has drastically changed in, 593 00:41:55,240 --> 00:42:01,070 let's say, 12 to 18 months. Drastically change, entities traction, intent detection, 594 00:42:01,470 --> 00:42:04,240 the courtesy of intent detection and matching is much, much 595 00:42:04,240 --> 00:42:06,440 higher than what you would get in two or three 596 00:42:06,440 --> 00:42:08,570 years ago. So I think it's a good time to 597 00:42:08,570 --> 00:42:12,630 test it out. Obviously Google, as I mentioned earlier, is 598 00:42:14,000 --> 00:42:19,420 understanding speech. And NLU for Google, as a whole Google 599 00:42:19,420 --> 00:42:23,210 search even, is a core technology that is needed for 600 00:42:23,210 --> 00:42:28,440 Google to function. So the investment we're making there is 601 00:42:28,510 --> 00:42:31,230 obviously massive because it's not just investment that's made for 602 00:42:31,230 --> 00:42:33,770 CCAI, it's investment that's made for Google as a whole. 603 00:42:34,200 --> 00:42:37,170 Obviously we're very, very careful about what data we use. 604 00:42:37,180 --> 00:42:40,560 We use public data, Google Assistant, YouTube, Voicemail, et cetera. 605 00:42:40,880 --> 00:42:44,590 We're not using any other cloud customer's data, because that would completely 606 00:42:44,590 --> 00:42:50,650 breach our privacy and confidentiality. But the customers do benefit 607 00:42:50,650 --> 00:42:53,180 from a lot of that research and investment that Google 608 00:42:53,180 --> 00:42:57,750 is doing in the space. Antony, I know people are 609 00:42:57,750 --> 00:43:00,000 really curious about some of these things. So, I want 610 00:43:00,000 --> 00:43:02,320 to flash some of the stats and ask you to talk 611 00:43:02,320 --> 00:43:06,020 through them on conversational AI, which is what you lead 612 00:43:06,020 --> 00:43:12,230 the people. Those are some of the numbers that are a 613 00:43:12,250 --> 00:43:15,060 reflection, a bit of that investment that we're making, and 614 00:43:15,060 --> 00:43:19,810 they turn into vast adoption from customers. Thousands and thousands 615 00:43:19,810 --> 00:43:24,610 of customers are using a Dialogflow out of price customer. Dialogflow has 616 00:43:24,610 --> 00:43:27,750 reached a big milestone last year. I think it was last, 617 00:43:27,750 --> 00:43:30,940 next, it was around eight or 900, 000 developers on 618 00:43:30,940 --> 00:43:34,160 the platform. We actually reached 1. 4 million developers on the platform 619 00:43:34,160 --> 00:43:36,360 the last two months. And it's still growing very, very 620 00:43:36,360 --> 00:43:40,780 fast. So Dialogflow has a massive public community that really 621 00:43:41,110 --> 00:43:46,320 helps people with creating bots. We support 32 languages for 622 00:43:46,320 --> 00:43:49,580 voice and a lot, lot more. I think it's 80 or something 623 00:43:49,580 --> 00:43:54,270 in chat. We have full integration with Genesys platform, which 624 00:43:54,270 --> 00:43:57,120 is the partnership here, which is awesome, but things like... 625 00:43:57,380 --> 00:44:00,620 Our bots can handle 20,000 intent for example, in a 626 00:44:00,620 --> 00:44:04,540 single agent. In a single agent. That means one entry 627 00:44:04,540 --> 00:44:08,190 point, and you can do 20, 000 in intent detection 628 00:44:08,190 --> 00:44:11,150 and route people throughout the entire company. You don't have 629 00:44:11,150 --> 00:44:13,610 to ask people to press one for service, and two 630 00:44:13,610 --> 00:44:16,300 for support. This is all part of the conversation get 631 00:44:16,300 --> 00:44:19,650 down and it all use case in switch between each of them. 632 00:44:19,840 --> 00:44:21,640 You call for billing first, and then you want to 633 00:44:21,640 --> 00:44:25,640 change plan. All that is done in a single agent, 634 00:44:26,250 --> 00:44:30,230 thanks to that kind of capabilities. WaveNet is interesting. WaveNet is the 635 00:44:30,230 --> 00:44:32,850 ability to create... It's text to speech. It's the reverse. 636 00:44:33,050 --> 00:44:34,720 You're speaking to the bot, the bot has to speak 637 00:44:34,720 --> 00:44:37,950 back to you. And Google has released and developed, and 638 00:44:37,950 --> 00:44:42,360 actually released the WaveNet technology, to create voices that are 639 00:44:42,420 --> 00:44:48,370 very human sounding. And what we've realized is the more 640 00:44:48,370 --> 00:44:51,710 human sounding, the more engaging those voices are, the more 641 00:44:51,710 --> 00:44:55,680 the customers or users of the platform are actually engaged. So, getting 642 00:44:55,680 --> 00:44:58,700 to a point where those voices are very, very human, 643 00:44:59,560 --> 00:45:05,050 will help adoption of voice bots in the field. And 644 00:45:05,250 --> 00:45:07,750 without ever deceiving customers, you never want to make them 645 00:45:07,750 --> 00:45:09,910 think they're talking to a human when they're talking to 646 00:45:09,910 --> 00:45:13,040 a bot. But having that engaging voice is very, very 647 00:45:13,040 --> 00:45:15,440 important to deploying a bot, and that's available today. There's 648 00:45:17,740 --> 00:45:21,700 150 or 60, I can't remember exactly, WaveNet voices available 649 00:45:21,700 --> 00:45:27,950 to you on the Google platforms in many, many languages. It's funny. I'm 650 00:45:28,490 --> 00:45:31,390 going to pick up on something about WaveNet, which again, for 651 00:45:31,390 --> 00:45:35,310 a Contact Center audience, this is quite transformative. If you think of 652 00:45:36,890 --> 00:45:40,250 the thousands of different prompts, they recorded as part of 653 00:45:40,250 --> 00:45:50,640 your flows today, and having to take that to a recording artist or somebody in the Contact Center, just to record that quick message. Imagine what 654 00:45:50,640 --> 00:45:55,140 that means for you when you can start to type 655 00:45:55,140 --> 00:45:57,510 them and allow the system to use brand then use... Sorry, to use a 656 00:45:58,960 --> 00:46:02,420 voice that is on brand for you, and choosing one of 657 00:46:02,420 --> 00:46:06,530 those waves in their voices. That's a huge operational efficiency that is just built 658 00:46:06,530 --> 00:46:11,240 into the platform. And that brings me to the peanut 659 00:46:11,240 --> 00:46:14,310 butter and jelly, the better to get a slide. And 660 00:46:14,310 --> 00:46:19,560 the reason for that is, when we think about all of the things that go into operating and managing a 661 00:46:19,630 --> 00:46:25,340 Contact Center operation, Genesys has user experience. Unlike where we 662 00:46:25,340 --> 00:46:29,250 put a bot in the front, and have that as isolated experience, 663 00:46:29,490 --> 00:46:33,440 really what we advocate at Genesys is let your customer experience platform 664 00:46:33,530 --> 00:46:37,950 orchestrate that entire end- to- end customer conversation. Genesys has 665 00:46:37,950 --> 00:46:41,350 some artificial intelligence technology on its own with something we call Predictive 666 00:46:41,350 --> 00:46:44,810 Web Engagement, that allows you to engage customers based on 667 00:46:44,810 --> 00:46:47,230 all of the data that we know and drive them to an 668 00:46:47,230 --> 00:46:50,500 experience that is very best for them. Sometimes that's a 669 00:46:50,500 --> 00:46:56,440 human. Sometimes that's a piece of content. Other times that's a bot. And using that upfront decision 670 00:46:56,440 --> 00:46:59,660 logic in an orchestration, we can really optimize that end 671 00:47:00,370 --> 00:47:03,520 to end customer experience and bring in the technology at 672 00:47:03,520 --> 00:47:06,730 the right time. I'm going to come back to Ritu 673 00:47:07,060 --> 00:47:08,220 here for a second, because we've got a couple of 674 00:47:08,650 --> 00:47:11,210 key takeaways and then we want to get into your 675 00:47:11,770 --> 00:47:25,840 audience Q& A. So, Ritu, why don't you just recap for us some of the research? all dimensions. That's fantastic. 676 00:47:26,220 --> 00:47:30,810 And so, if I actually walk you through, in the 677 00:47:30,880 --> 00:47:34,830 study that we just talked about, the 407 different organizations worldwide, 678 00:47:35,630 --> 00:47:38,390 and across the different industry, there are folks who are 679 00:47:38,390 --> 00:47:41,910 early adopters of this technology. So, kudos to them and we 680 00:47:41,910 --> 00:47:44,910 ask them, " What are your metrics and what are the 681 00:47:44,980 --> 00:47:48,240 rate of improvements that you're actually seeing today, and also what 682 00:47:48,520 --> 00:47:50,610 you envision it to be in the next three years?" 683 00:47:50,960 --> 00:47:53,880 So, very heartening to see, and I saw one question 684 00:47:53,880 --> 00:47:56,900 in the chat here that someone was asking that, " What is 685 00:47:56,900 --> 00:48:01,470 the ROI of this investment? Is it just the employee, human 686 00:48:01,470 --> 00:48:04,310 agent productivity?" And if you think the earlier adopters, of 687 00:48:04,310 --> 00:48:07,590 course they have seen improvement in efficiency and that is 688 00:48:07,590 --> 00:48:10,650 one of the metrics, but the top seat, is not just 689 00:48:10,650 --> 00:48:14,480 the efficiency of the human agents. It's actually better customer 690 00:48:14,480 --> 00:48:20,100 experience. They might be measuring it either through NPS, or that they're measuring it through customer lifetime 691 00:48:20,190 --> 00:48:24,390 value. There are different measurements. The customers might be doing it, but 692 00:48:24,930 --> 00:48:30,580 that's just number one. They feel that they actually can reduce the 693 00:48:30,580 --> 00:48:33,960 average handling time, from someone who's actually giving you a 694 00:48:33,960 --> 00:48:37,940 call, to making it more sufficient than us, either just 695 00:48:38,020 --> 00:48:42,770 being answered by the voicebot, or the chatbot, textbot. All 696 00:48:42,770 --> 00:48:45,540 tapping is on, in a reasonable amount of time, at 697 00:48:45,540 --> 00:48:49,440 the right time, with the right level of messaging to the human agent, to 698 00:48:49,440 --> 00:48:51,850 be answered in the most diligent and the most efficient way. 699 00:48:52,440 --> 00:48:55,770 So the end- to- end handling time is greatly improved, only 700 00:48:56,250 --> 00:49:00,020 24% of them say. And improved call deflection. In certain 701 00:49:00,120 --> 00:49:03,540 situations, if you see that the bot is not equipped to answer that, then 702 00:49:04,230 --> 00:49:07,070 it can be rightly moved on to a different means 703 00:49:07,070 --> 00:49:12,450 of communication. Those are the three most important rate of improvements the customers 704 00:49:13,080 --> 00:49:17,900 are reporting. Of course improvement in efficiency, and all of that is 705 00:49:17,900 --> 00:49:22,570 extremely important and improvement in operational efficiency. But I hope that answers 706 00:49:23,000 --> 00:49:25,860 the question that I saw in terms of the ROI, but 707 00:49:26,290 --> 00:49:29,540 this is something that we'll be constantly watching and running 708 00:49:29,800 --> 00:49:34,380 more extensive amounts of research over the next couple of months, and over the course of 709 00:49:34,380 --> 00:49:36,570 a year. And we'd be happy to report in more 710 00:49:37,100 --> 00:49:40,280 further interesting insights. So with that, I'll pass it on 711 00:49:40,280 --> 00:49:56,100 to you, Chris. Chris? the use cases. The answering might be coming off mute there. 712 00:49:56,440 --> 00:49:59,920 But as he's coming out- Sorry. There we go. I 713 00:49:59,920 --> 00:50:07,360 lost my track. I lost my trail and I saw here the 714 00:50:07,360 --> 00:50:13,030 window was answering questions. The way you want to implement that 715 00:50:13,030 --> 00:50:16,170 is, and we've seen that mistake happen in many customers, is they're 716 00:50:16,170 --> 00:50:20,590 trying to think about all that customer experience transformation and start 717 00:50:20,820 --> 00:50:24,450 trying to want to change an entire BU. They take 718 00:50:24,970 --> 00:50:27,440 a floor organization in their company and try to do 719 00:50:27,440 --> 00:50:30,040 a full change of that. And that's usually not the 720 00:50:30,040 --> 00:50:32,060 right way to do it. It's good to have that 721 00:50:32,060 --> 00:50:34,470 as the silver lining of all your transformation, but you 722 00:50:34,470 --> 00:50:36,690 can start with simple things. And we have seen those 723 00:50:36,690 --> 00:50:40,380 simple things being deployed. We launched about three months ago 724 00:50:40,380 --> 00:50:44,440 in April, I think, a Rapid Response VA because of 725 00:50:44,440 --> 00:50:47,420 the situation. We had massive demand for Rapid Response VA. 726 00:50:47,550 --> 00:50:49,580 We launched that and you could deploy a bot in two 727 00:50:49,580 --> 00:50:53,840 weeks for simple use cases, no return processing in retail, 728 00:50:53,840 --> 00:50:57,920 hours of operation in healthcare, balance and query in financial 729 00:50:57,920 --> 00:51:00,460 services. Those are simple use cases you can launch very, very 730 00:51:00,470 --> 00:51:04,560 quickly and get going with your customers, and tamper a 731 00:51:04,560 --> 00:51:07,480 lot of that load that did increase actually with the 732 00:51:07,480 --> 00:51:10,560 current situation through the use of bot. And then you 733 00:51:10,560 --> 00:51:13,240 expand from there adding more use cases, as you go 734 00:51:13,840 --> 00:51:18,840 to fit into your broader customer experience transformation journey. But 735 00:51:18,840 --> 00:51:23,880 start small. You can't start fast, that's the idea. Wonderful. And 736 00:51:24,210 --> 00:51:28,300 lastly, before we get to Q&A, from a Genesys perspective, 737 00:51:28,300 --> 00:51:31,490 from a Genesys vision, we want to provide the most flexible AI 738 00:51:31,490 --> 00:51:35,080 powered CX solution for the digital age. And really if 739 00:51:35,080 --> 00:51:37,640 I break that apart, as you see, that's whether you 740 00:51:37,640 --> 00:51:41,140 deploy on prem, or in the cloud, depending on the business 741 00:51:41,140 --> 00:51:44,470 outcomes that you want to optimize for breaking those silos across 742 00:51:45,760 --> 00:51:48,760 your organization, whether it's sales, marketing or service, and really 743 00:51:48,760 --> 00:51:53,580 being able to orchestrate those experiences together. So now we 744 00:51:53,580 --> 00:51:56,580 get into questions. And so I'm going to start with the question, that I'm going to answer myself. It comes from Susan, and it's about call deflection. "What is call deflection?" Call deflection at the end of 745 00:52:07,360 --> 00:52:11,810 the day means taking a customer that might otherwise consume a 746 00:52:11,810 --> 00:52:15,410 high cost resource like a human talking to an agent, 747 00:52:15,710 --> 00:52:17,950 to something that they could maybe self- service. And you're 748 00:52:17,950 --> 00:52:21,990 deflecting them from one experience to something that you will satisfy them 749 00:52:22,260 --> 00:52:26,340 well. And increasingly we're seeing that as a virtual agent 750 00:52:26,420 --> 00:52:31,830 experience, where, for a customer, they want to get an answer quickly, virtual 751 00:52:31,830 --> 00:52:34,900 agents can provide accurate, timely advice. You don't have to 752 00:52:34,900 --> 00:52:37,680 wait in queue for five minutes to get to someone that's going to tell 753 00:52:37,920 --> 00:52:46,010 you exactly the same thing. That's called deflection. I'm going 754 00:52:46,010 --> 00:52:50,970 to go to another question here, and this is going to be, Antony, it's for you- Yes. which is, " Is there 755 00:52:50,970 --> 00:52:55,170 a white paper on Google Contacts Center AI for virtual 756 00:52:55,170 --> 00:53:01,130 agents on how to deploy it?" There isn't a white 757 00:53:01,130 --> 00:53:07,300 paper, no. That said, we do have quite a few 758 00:53:07,980 --> 00:53:11,000 SI partners that are not certified, but trained on CCAI and 759 00:53:12,030 --> 00:53:15,220 can deploy that very, very well. I can name a 760 00:53:15,220 --> 00:53:20,220 few, Quantiphi, SpringML,, et cetera, are all very, very good at 761 00:53:20,220 --> 00:53:23,430 size, that have done many deployments and are targeting many. 762 00:53:25,480 --> 00:53:29,080 And can really help you through that journey creating the 763 00:53:29,080 --> 00:53:32,750 bots and deploying them, and also helping you with the agency's experience. 764 00:53:33,650 --> 00:53:36,820 Absolutely. And I will mention there is a video out 765 00:53:36,820 --> 00:53:40,080 there that you can check out which Genesys Group created 766 00:53:40,080 --> 00:53:45,310 together, which articulates some of the experiences that you can 767 00:53:45,310 --> 00:53:48,590 achieve using this technology. Ruti, next question is for you. 768 00:53:49,270 --> 00:53:52,410 It comes from Mary Ellen and it says, " Ruti, mentioned 769 00:53:52,410 --> 00:53:56,780 the democratization of data and changing culture." What tools do 770 00:53:56,780 --> 00:54:02,500 you see customers using to achieve the democratization of data, getting 771 00:54:02,500 --> 00:54:07,300 data out to the right people at the right time?" Oh, that's 772 00:54:07,300 --> 00:54:11,820 a great question. The very interesting thing today is there's 773 00:54:11,820 --> 00:54:16,390 no... It's not a few figures of the structured data 774 00:54:16,390 --> 00:54:19,840 now. There's a lot of unstructured data that is being used today. 775 00:54:20,030 --> 00:54:24,010 There's semi structured data. So, there's a cost of new set 776 00:54:24,010 --> 00:54:26,650 of breed of tools and technologies coming into place in 777 00:54:26,650 --> 00:54:31,860 terms of consolidating one common data platform. But that's just 778 00:54:31,860 --> 00:54:36,050 the starting this, specifically Facebook, because how do you transform 779 00:54:36,050 --> 00:54:39,470 the data, how you make sure the right set of 780 00:54:39,470 --> 00:54:43,780 metadata is available around them. It's a little bit fragmented market 781 00:54:43,780 --> 00:54:47,930 right now. There's something one separate for unstructured data, something for 782 00:54:47,930 --> 00:54:51,810 structured data, but there are a couple of tools and technologies, including 783 00:54:51,810 --> 00:54:55,180 from Google and the other incumbents that we talked, about 784 00:54:55,240 --> 00:54:58,100 that they can reach out to me separately to get 785 00:54:58,100 --> 00:55:01,010 the specific names, but there are things coming into for 786 00:55:01,010 --> 00:55:05,530 consolidation of different datasets, having a common metadata catalog. And 787 00:55:05,530 --> 00:55:11,170 also there are some advancements happening in transformational technology to improve 788 00:55:11,290 --> 00:55:14,320 the using Insights. AI is being used to even assess 789 00:55:14,320 --> 00:55:17,560 the quality of the data, to eliminate the biases in the 790 00:55:17,560 --> 00:55:21,920 data, to do the whole automation data pipeline. So there are 791 00:55:21,960 --> 00:55:24,300 a whole bunch of tools, but essentially it's a little 792 00:55:24,450 --> 00:55:26,640 bit fragmented right now if I have to say, but 793 00:55:26,640 --> 00:55:30,240 it's changing very rapidly. All right. So we have more 794 00:55:30,240 --> 00:55:33,410 questions that I think we're going to be able to answer in five minutes. So, we're going to get to do rapid 795 00:55:33,410 --> 00:55:38,290 fire. Antony, next question is for you, which is, " where are we seeing the 796 00:55:38,290 --> 00:55:46,820 ROI on chatbots versus increased staffing?" There's a few areas 797 00:55:46,820 --> 00:55:48,500 where you could get that. So the first one is 798 00:55:50,800 --> 00:55:55,480 when the chatbot reaches the agent, usually there's a conversational chatbot 799 00:55:55,480 --> 00:55:59,420 that did a lot of the data gathering, trying to 800 00:55:59,420 --> 00:56:01,500 solve the answer for. So, when the agent gets it, 801 00:56:02,010 --> 00:56:04,270 a lot of that information is already gathered, passed to 802 00:56:04,270 --> 00:56:06,840 the human agent, and then the call is obviously shorter, 803 00:56:06,840 --> 00:56:09,060 because you don't have to redo all that data gathering. 804 00:56:09,580 --> 00:56:12,990 There's a gain there. Second gain is a smart reply, 805 00:56:12,990 --> 00:56:16,410 which is something that we have in our technology, which actually 806 00:56:16,410 --> 00:56:23,480 suggests answers directly, and the human agent can click that 807 00:56:23,480 --> 00:56:26,740 answer, and there's these choices, there's usually two or three answers. 808 00:56:26,740 --> 00:56:28,550 They can click it, just edit it if they want, 809 00:56:28,550 --> 00:56:31,970 or just send it. So faster typing, more accurate responses, 810 00:56:32,130 --> 00:56:34,750 less typos. If you look at chat agents, they're always 811 00:56:35,560 --> 00:56:39,560 switching back to fix a typo, that doesn't happen. And 812 00:56:39,560 --> 00:56:44,700 then also the documents suggestion, knowledge suggestion help the human 813 00:56:44,700 --> 00:56:47,250 agent not have to search and put somebody on post 814 00:56:47,250 --> 00:56:50,500 search, either on Google or in their own internal systems 815 00:56:50,500 --> 00:56:54,340 to find a document. Those documents are automatically suggested through 816 00:56:54,340 --> 00:56:56,800 the Agent Assist. So that goes faster. And at the 817 00:56:56,800 --> 00:56:59,560 end of the call, the call dispositions also shorten because 818 00:56:59,560 --> 00:57:02,020 all that conversation, the intents that were detected in the 819 00:57:02,020 --> 00:57:05,130 conversational, are put in a little summary that can be put 820 00:57:05,130 --> 00:57:08,100 on the case. So you're gaining efficiency in every step 821 00:57:08,100 --> 00:57:12,430 of the way there. Wonderful. I'll take the next question 822 00:57:12,430 --> 00:57:16,250 from Christine, which is, " Where can I find more information about 823 00:57:16,250 --> 00:57:19,460 Agent Assist, how it works, what does the implementation look 824 00:57:19,780 --> 00:57:24,970 like, what can you do with it? And how it's being used by other customers currently?" Genesys. com. 825 00:57:25,500 --> 00:57:28,500 So we would love to talk to you about that as an implementation partner with 826 00:57:28,500 --> 00:57:34,390 Google, about how real world customers are using it, the benefits, 827 00:57:34,740 --> 00:57:38,140 the timelines, the whole lot. So very happy to engage 828 00:57:38,140 --> 00:57:41,100 with you on that. There is additional information on google. 829 00:57:41,320 --> 00:57:44,830 com if you looked at Contact Centre AI, which takes you 830 00:57:44,830 --> 00:57:50,140 through the Contact Center AI Agent Assist capabilities as well. My 831 00:57:50,140 --> 00:57:54,730 next question, Antony, I'm going to come back to you 832 00:57:54,730 --> 00:57:58,420 on this one. This is from Darrius which is, " What level 833 00:57:58,420 --> 00:58:02,880 of effort does it take to tune the AI for multi- 834 00:58:02,880 --> 00:58:07,990 tone responses, for it to be conversational?" Just for the 835 00:58:07,990 --> 00:58:11,360 audience benefit, the multi- tone response is really when you're 836 00:58:11,360 --> 00:58:15,130 going back and forth in the conversation, so it feels 837 00:58:15,130 --> 00:58:19,640 natural. But Antony what's your answer there? There's a few 838 00:58:19,640 --> 00:58:22,130 things in that question. First thing I would say the 839 00:58:22,190 --> 00:58:27,150 model itself, the understanding model does not need to be 840 00:58:27,150 --> 00:58:30,640 retrained, or trained, or do anything special. But one we provide out of 841 00:58:30,720 --> 00:58:32,810 the box for you is actually very powerful and can 842 00:58:32,860 --> 00:58:35,520 adapt. So how you're going to tune it, is based 843 00:58:36,730 --> 00:58:39,290 via courtesy of the training phrases and the appropriate training 844 00:58:39,290 --> 00:58:42,960 phrases to tell our NLU what they need to search for 845 00:58:43,240 --> 00:58:47,860 in those sentences, that's on a one tone basis. Multi- 846 00:58:47,860 --> 00:58:53,410 tone Dialogflow supports many, many bot returns, conversation, and can 847 00:58:53,410 --> 00:58:55,890 do all the back end calls, have different paths based 848 00:58:55,890 --> 00:58:59,190 on the responses from those web hooks that you're doing 849 00:58:59,190 --> 00:59:05,060 the back end. It's not technically complicated, obviously you need 850 00:59:05,060 --> 00:59:07,540 to adapt to conversation. So there is a level of effort, 851 00:59:07,830 --> 00:59:09,430 as I said, you can start in a couple of 852 00:59:09,430 --> 00:59:11,610 weeks and get one or two bugs going and then 853 00:59:11,850 --> 00:59:17,200 add more as you go. I would say overall, it's 854 00:59:17,200 --> 00:59:19,980 going to be a journey because you probably have hundreds of 855 00:59:19,980 --> 00:59:23,570 use cases, but you can get started pretty quickly, and 856 00:59:23,650 --> 00:59:28,570 you do not have to retrain the model. This is 857 00:59:28,570 --> 00:59:34,280 done automatically by Dialogflow, even in a multi- tone environment. 858 00:59:34,280 --> 00:59:39,330 Awesome. It's hard to answer a short statement on this one. It's really 859 00:59:39,330 --> 00:59:42,900 encouraging to see that we have so many questions. Just because we didn't answer 860 00:59:42,910 --> 00:59:44,610 them right now, it doesn't mean that we're not going to. I'm going to 861 00:59:44,610 --> 00:59:50,100 answer one last question and hand back to Josh, our moderator here. 862 00:59:50,290 --> 00:59:55,810 So the question is from HCL, "Is there a specific version of Genesys that is 863 00:59:55,810 --> 00:59:59,070 required for CCAI to work?" Guess what the good news 864 00:59:59,200 --> 01:00:05,720 is, we've integrated Google CCAI all on our various capabilities 865 01:00:05,970 --> 01:00:11,260 across Genesys, PureConnect, Engage and Genesys Cloud. So no matter 866 01:00:11,260 --> 01:00:13,700 what platform you're on, we have something for you. We 867 01:00:13,700 --> 01:00:18,510 can look at your specific requirements and give you a path 868 01:00:18,510 --> 01:00:21,640 forward. So with that, Josh, I'm going to hand it 869 01:00:21,640 --> 01:00:25,940 back to you to take us through what's next. Awesome. 870 01:00:26,260 --> 01:00:29,650 Thank you very much, Chris. Like you mentioned, unfortunately, that 871 01:00:29,650 --> 01:00:31,410 is the end of our Q& A, but don't freak, 872 01:00:31,820 --> 01:00:33,870 even though we didn't answer it live, we will follow 873 01:00:33,870 --> 01:00:36,790 up with you via email within the next few business days. So just be 874 01:00:36,890 --> 01:00:40,990 on the lookout for our prompt responses to you. So 875 01:00:41,080 --> 01:00:44,270 with all that being said, to wrap up, first, don't 876 01:00:44,270 --> 01:00:46,740 forget to take advantage of the additional resources within the 877 01:00:46,740 --> 01:00:50,560 resource list. Specifically the Contact Center AI success kit, the 878 01:00:50,560 --> 01:00:54,270 IDC spotlight and the Genesys and Google Cloud partnership page 879 01:00:54,270 --> 01:00:57,080 on genesys. com. Be sure to click those before today's 880 01:00:57,080 --> 01:00:59,310 session ends, and they'll open up in a new tab 881 01:00:59,310 --> 01:01:01,720 in your browser and give you an additional information on 882 01:01:01,720 --> 01:01:06,360 today's topic. Also after today's session concludes, you'll have the 883 01:01:06,360 --> 01:01:08,610 opportunity to fill out that brief survey that I mentioned 884 01:01:08,610 --> 01:01:12,470 before. We'd love and appreciate your feedback. And lastly, be 885 01:01:12,570 --> 01:01:14,470 sure to check out our new podcast Tech Talks in Twenty, where 886 01:01:15,080 --> 01:01:17,900 we sit down with Genesys experts to discuss the topics 887 01:01:17,900 --> 01:01:20,270 that you want to hear, in about 20 minutes. You 888 01:01:20,270 --> 01:01:22,580 can listen on our website as well as anywhere you 889 01:01:22,680 --> 01:01:27,010 get your podcasts, iTunes, Google Play, Spotify, and Stitcher. So 890 01:01:27,010 --> 01:01:29,700 with all that being said on behalf of Chris, Ritu and 891 01:01:29,700 --> 01:01:32,630 Antony, as well as the entire Genesys team, we thank 892 01:01:32,630 --> 01:01:36,280 you for joining today's webcast titled, Unlock the transformative power 893 01:01:36,280 --> 01:01:39,670 of AI for Contact Centers. Until next time, have a 894 01:01:39,670 --> 01:01:42,540 good one, everyone. Thank you.[mktoform cta_header="WATCH NOW" cta_button="Watch Now" cms_hold="RG" cid_id="7011T000001t8gXQAQ"] Meet the Speakers Antony Passemard Guest Speaker Applied Conversational AI and CCAI Lead Google Cloud Ritu Jyoti Guest Speaker Program Vice President, Artificial Intelligence IDC Chris Connolly Vice President, Product Marketing Genesys [this_page_title] [cutoff co_thick="2px"]The contact cener has changed - we're now using AI connecting via digital, emphasizing personalization in working to reduce customer effort. It is time for our metrics to catch up! View this webinar as we reveal how to build a performance management strategies outlined with that with what customers, space agents and businesses really need in today's era. You'll know how to set the right metrics, develop the right coaching, select the right technology and build the right customer journey[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HSQAY" url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you" ar_url="https://www.genesys.com/campaign/new-standards-for-contact-center-performance-thank-you"] [this_page_title] [cutoff co_thick="2px"]You have lofty ambitions for your contact center, and your customers have lofty demands for the experience. How will you turn these aspirations into reality? The answer: a savvy approach to technology. Watch this on-demand webinar on the State of Contact Center Technology to learn how to navigate this journey. Whether your emphasis is on managing technology, designing customer experiences or guiding agents through transformation, our expert speakers will separate fact from fiction, hype from reality and “cool” from “customer-centric” as they empower you to turn the industry’s most exciting innovations into utterly unprecedented result[mktoform cta_header="View On-Demand" cta_button="Watch now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HIQAY" url="https://www.genesys.com/campaign/state-of-the-contact-center-webinar-thank-you" ar_url="https://www.genesys.com/campaign/state-of-the-contact-center-webinar-thank-you"] LinkedIn Live Demo Genesys Cloud: The power of a visionary workforce engagement solution [cutoff co_thick="2px"][webinarschedulesingle]Whether you’re an agent or a supervisor, the complexity of your contact center solution can interfere with your ability to do your job well. A host of overly complex solutions forces your employees to focus their attention on navigating technology rather than providing excellent customer experiences, and can waylay them with updates that break parts of their systems, confusion about which solutions to use for specific tasks, and an ability to see and understand the bigger picture with integrated reporting and analytics. Watch this on-demand demo for the Genesys integrated, all-in-one WEM solution. During this 25-minute session, you’ll get a chance to see the highlights of our solution in action.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8bmQAA"] Meet the Speakers Robert Beasley Director, Strategic Solutions Genesys [this_page_title] [cutoff co_thick="2px"] Get the contact center platform of the future — it’s easier than you think. With a methodology and automation tools born from hundreds of customer migrations over recent years, we can move you from your current Genesys platform to the Genesys Cloud™ platform quickly. In this on-demand webinar you will hear about: How we use automation tools to speed design & implementation What factors you need to consider before starting How you can leverage your existing investment to set up Genesys Cloud Watch this on-demand session to see and experience it for yourself. [mktoform cta_header="Watch the on-demand recording" cta_button="Watch now" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7TDQAY"] [this_page_title] [cutoff co_thick="2px"]The contact center is where artificial intelligence will have perhaps the greatest impact on organizations in the next decade. It will reshape traditional IVRs with natural language processing, machine learning, and robotic process automation. But it’s not just about the technology; it’s about what you can do with it to solve customer problems. Watch the on-demand webinar with experts from Nuance, Genesys, LogMeIn, and Directly, where we’ll discuss these topics: How AI supports the customer journey, including analytics and predictive recommendations How AI can work behind the scenes to help employees deliver better customer experiences Best practices for cost-effectively increasing agent efficiency and customer satisfaction The best way to deploy AI for support teams to deliver greater employee satisfaction and retention How working with AI and bots is not exactly what you think it is Best practices for setting up successful virtual assistants The critical infrastructure needed for successful AI implementations [mktoform ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t8HNQAY"] [this_page_title] [cutoff co_thick="2px"]Migrating to a cloud contact center solution enables your company to continuously provide meaningful experiences while delivering competitive results. Cloud solutions allow you to get automated, get predictive with your customers’ needs and, more importantly, allow you to have a dynamic contact center that can help your company stay competitive. View this on-demand webinar with Robin Gareiss, Founder and President of Nemertes Research, and Derek Adams, Senior Product Marketing Director at Genesys, to learn more about: Why you should be migrating to the cloud What migration looks like for your on-premises contact center [mktoform cta_button="View On-Demand" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t8HD" url="https://www.genesys.com/campaign/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou" ar_url="https://www.genesys.com/campaign/why-your-contact-center-should-be-migrating-to-the-cloud-thankyou"] [this_page_title] [cutoff co_thick="2px"]For the government to properly serve its mission, agencies need engaged employees. Yet, the annual Federal Employee Viewpoint Survey shows that government employees often feel like don’t have the proper tools and resources they need to get their job done. The cloud can alleviate some of those issues. This OnDemand fireside chat with government and industry experts discusses how the cloud can boost employee engagement. Specifically, you'll learn: Why government employees feel like they don't have the proper tools and resources to get their jobs done. The biggest barriers, including, leadership buy-in, budget and security challenges that prevent governments from modernizing. How successful organizations have boosted employee engagement with the cloud. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z9QAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-boost-employee-engagement"] Meet the Speakers David York Senior Vice President, US Public Sector, Genesys Ryan Hillard Systems Developer, Small Business Administration Monthly Genesys Cloud Demo See Genesys Cloud in action: Keep your employees happy [cutoff co_thick="2px"][webinarschedulesingle]Your call center and customer service agents are the voice and face of your company. How they feel about their work has a ripple effect; happy and engaged employees create better customer experiences. Simplify their work with tools like unified communications. Ensure consistent service with quality tracking and measuring. And use custom widgets to get a clear picture of key KPIs. Modern call center software, like the Genesys CloudTM platform, can improve the work life of your agent and supervisors. Join us for the June Genesys Cloud demo to learn more about tools that improve the employee experience.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t8CmQAI"] Meet the Speaker Brad Forsythe Senior Strategic Sales Consultant Genesys MIT Analyst Webinar AI in the contact center: The promise, reality and future [cutoff co_thick="2px"]Companies across all industries are using artificial intelligence (AI) in the contact center to improve customer care, increase operational efficiency and enhance security. But how they’re going about it is changing rapidly. Join Claire Beatty, Editorial Director for International Markets at MIT Technology Review Insights; Janelle Dieken, Senior Vice President of Product Marketing at Genesys; and Aarde Cosseboom, Sr. Director of GMS Technology, Product and Analytics at fashion retailer TechStyle, to learn about the driving forces behind one brand’s vision and success. Get details on current AI use cases, challenges and trends — and see how the COVID-19 pandemic has changed the trajectory of AI in the contact center. Get an in-depth look into: Market AI adoption Reality, practicality and best practices for implementing and scaling AI MIT predictions about the role of AI [cutoff co_thick="2px"]1 00:00:05,100 --> 00:00:08,410 Good morning, evening and afternoon everyone. This is Josh Reed from 2 00:00:08,410 --> 00:00:10,420 the digital events team here at Genesys and I'll be 3 00:00:10,420 --> 00:00:13,620 moderating today's webcast. Let me be the first to welcome 4 00:00:13,620 --> 00:00:17,360 you all to today's webcast titled AI in the Contact Center: 5 00:00:17,530 --> 00:00:21,750 The Promise, Reality and Future. So to make sure that you 6 00:00:21,750 --> 00:00:24,610 have the best experience viewing today's webcast, let me highlight 7 00:00:24,610 --> 00:00:27,330 a few things first. First off, if you experience any 8 00:00:27,330 --> 00:00:31,610 problems viewing or listening to today's webcast, refresh your browser 9 00:00:31,610 --> 00:00:34,110 and make sure that it's up to date to support HTML5 as this 10 00:00:34,110 --> 00:00:37,930 usually fixes any console issues that you might experience. Also it 11 00:00:37,930 --> 00:00:40,500 might help to switch over to something like Mozilla Firefox 12 00:00:40,500 --> 00:00:42,670 or Chrome as well as these are the best browsers 13 00:00:42,670 --> 00:00:45,920 to support the webcast platform. And if you're having trouble 14 00:00:45,920 --> 00:00:49,460 seeing the slide window or the webcam window, that's completely 15 00:00:49,460 --> 00:00:51,680 fine. You do have the ability to enlarge that by 16 00:00:51,680 --> 00:00:56,330 dragging one of the corners throughout the presentation. Also note 17 00:00:56,330 --> 00:00:59,130 this webcast is designed to be an interactive experience between 18 00:00:59,130 --> 00:01:01,310 you and our presenters today. So at any time during 19 00:01:01,310 --> 00:01:03,510 the webcast, feel free to throw questions into the Q& 20 00:01:03,510 --> 00:01:07,430 A window below this slide window and we'll answer as 21 00:01:07,430 --> 00:01:10,340 many as we can at the end of the presentation. However, 22 00:01:10,500 --> 00:01:12,630 as sometimes it does happen if time gets away from 23 00:01:12,630 --> 00:01:15,670 us and we aren't able to answer your question aloud, 24 00:01:15,910 --> 00:01:18,320 don't frank we will follow up with you via email 25 00:01:18,320 --> 00:01:21,940 within the next few business days. And also know if 26 00:01:21,940 --> 00:01:24,100 you're joining late or you have to jump, or if 27 00:01:24,100 --> 00:01:26,400 you have to go somewhere else during the presentation, don't 28 00:01:26,400 --> 00:01:28,710 worry about that. This is being recorded and you will 29 00:01:28,710 --> 00:01:31,560 receive an on demand recording from ON24 within the next 30 00:01:31,560 --> 00:01:33,320 few business days. So just be on the lookout for 31 00:01:33,320 --> 00:01:37,080 that. Also at any time during today's webcast, feel free 32 00:01:37,080 --> 00:01:40,280 to check out the resource box just below the slide window 33 00:01:40,280 --> 00:01:42,870 next to the Q& A window. Clicking through won't take you away, 34 00:01:42,870 --> 00:01:44,530 so don't worry about that. It'll open up in a 35 00:01:44,530 --> 00:01:47,330 new tab in your browser, but these resources expand on 36 00:01:47,330 --> 00:01:51,370 today's topic. And lastly, we welcome and appreciate your feedback. 37 00:01:51,420 --> 00:01:53,330 So you'll have the opportunity to fill out a short 38 00:01:53,330 --> 00:01:56,020 survey today. It can be found in the last icon 39 00:01:56,020 --> 00:01:58,470 to the left or it'll show up automatically at the 40 00:01:58,470 --> 00:02:00,720 end of the presentation, but we definitely want to collect 41 00:02:00,720 --> 00:02:02,780 your feedback about what you would like to hear in 42 00:02:02,780 --> 00:02:07,390 the future for our webcasts. And like I said, short 43 00:02:07,390 --> 00:02:11,040 and sweet. So today we have three excellent presenters excited 44 00:02:11,040 --> 00:02:14,020 to discuss how to get details on current AI use 45 00:02:14,020 --> 00:02:17,760 cases, challenges, and trends, and see how the COVID-19 pandemic 46 00:02:17,760 --> 00:02:21,850 has changed the trajectory of AI in the contact center. First 47 00:02:21,850 --> 00:02:24,210 we have Janelle Dieken. She's the Senior Vice President of 48 00:02:24,290 --> 00:02:28,370 Product Marketing here at Genesys and joining Janelle today, we 49 00:02:28,370 --> 00:02:32,040 have two special guests from MIT technology review insights. Let 50 00:02:32,040 --> 00:02:35,440 me welcome Claire Beatty, the Editorial Director for International Markets 51 00:02:36,010 --> 00:02:38,980 and we also have Aarde Cosseboom, the Senior Director of GMS 52 00:02:38,980 --> 00:02:42,960 Technology, Product and Analytics from Textile. So with all that 53 00:02:42,960 --> 00:02:45,310 being said, I'm actually going to hand things off Claire 54 00:02:45,760 --> 00:02:48,040 to kick us off today. Claire, the floor is yours. 55 00:02:49,330 --> 00:02:52,600 Thank you. Thank you for the introduction, Josh. And I'm delighted to 56 00:02:52,600 --> 00:02:55,720 welcome you to this webinar today. We will be presenting 57 00:02:55,720 --> 00:02:59,490 the findings of a piece of research conducted with Genesys. 58 00:02:59,490 --> 00:03:02,300 It's called the Global AI Agenda, and we will be 59 00:03:02,300 --> 00:03:06,490 facilitating a discussion around that. So first of all, let 60 00:03:06,490 --> 00:03:09,680 me introduce you to the research that we will be 61 00:03:09,680 --> 00:03:18,510 presenting today. In December, 2019 and January, 2020, we conducted 62 00:03:18,510 --> 00:03:23,330 a global survey of about 1000 AI leaders, C level 63 00:03:23,330 --> 00:03:27,210 executives, heads of sales and marketing all across the world, 64 00:03:27,210 --> 00:03:30,730 so in Latin America, North America, Europe, the middle East and 65 00:03:30,730 --> 00:03:34,040 Africa and Asia Pacific. And the questions that we asked 66 00:03:34,040 --> 00:03:37,610 them are here on your screen. So what is the status of AI 67 00:03:37,610 --> 00:03:41,050 adoption globally? And what are the leading use cases? What 68 00:03:41,050 --> 00:03:44,350 are the benefits that companies are seeing through AI adoption 69 00:03:44,350 --> 00:03:47,850 so far and what are some of the obstacles? And then lastly, the 70 00:03:47,850 --> 00:03:51,500 idea of data sharing. So how are companies looking at 71 00:03:51,500 --> 00:03:56,050 the data sets that they have thinking about the potential benefits that could 72 00:03:56,050 --> 00:03:59,770 be gained if they share that data with third parties 73 00:04:00,030 --> 00:04:01,390 and what would it mean? What would they need to 74 00:04:01,390 --> 00:04:03,830 see in order to jump into this new world of 75 00:04:03,830 --> 00:04:08,320 data sharing? So with that, let me dive straight into 76 00:04:08,320 --> 00:04:12,330 some of the results of the survey. So the headline 77 00:04:12,380 --> 00:04:17,270 finding is that of the large companies that we surveyed, by 78 00:04:17,270 --> 00:04:21,600 the end of 2019 about 87% said that they were 79 00:04:21,600 --> 00:04:25,860 using AI somewhere in their business operations and the chart 80 00:04:26,140 --> 00:04:30,360 that's on your slide here shows the industries that are 81 00:04:30,380 --> 00:04:35,030 perhaps furthest ahead in this AI journey. And we see 82 00:04:35,030 --> 00:04:40,970 that financial services has really high expectations of AI. The 83 00:04:40,970 --> 00:04:44,980 question is within three years, approximately what percentage of your 84 00:04:44,980 --> 00:04:48,940 business processes will use AI? So you can see financial 85 00:04:48,940 --> 00:04:52,720 services is the furthest ahead. And they just have so 86 00:04:52,720 --> 00:04:58,420 many use cases from customer processes to back office operations, 87 00:04:58,720 --> 00:05:04,320 to risk management, to portfolio management, to cybersecurity. So they're actually 88 00:05:04,320 --> 00:05:13,610 very mature in using AI in the business. So next 89 00:05:13,610 --> 00:05:20,080 we looked at what are the largest AI use cases 90 00:05:20,080 --> 00:05:25,090 globally. And we saw the lead finding is that quality 91 00:05:25,090 --> 00:05:29,200 control followed by customer care and support and cybersecurity are 92 00:05:30,200 --> 00:05:35,160 the leading use cases globally. And if we think about 93 00:05:35,560 --> 00:05:40,480 quality control, there are just so many different ways that 94 00:05:40,480 --> 00:05:44,540 might look like depending on what industry you're in, whether you're in pharma 95 00:05:44,540 --> 00:05:48,270 or manufacturing, you might be using a different array of 96 00:05:48,310 --> 00:05:51,690 AI technologies for that use case, but that is the 97 00:05:51,690 --> 00:05:55,550 leading use case globally. So I'd like to bring in 98 00:05:55,560 --> 00:05:58,610 Aarde at this point to tell us a little bit 99 00:05:58,760 --> 00:06:02,700 about AI at Textile. What are some of the leading 100 00:06:02,700 --> 00:06:04,870 use cases you're seeing in your business Aarde? Aarde I think 101 00:06:04,870 --> 00:06:37,900 you might be on mute. Josh, perhaps you can help get Aarde 102 00:06:37,900 --> 00:06:41,430 off mute. Janelle I want to it over to you at this point? 103 00:06:42,370 --> 00:06:46,650 Hello. No, go ahead Janelle if you'd like to step 104 00:06:46,650 --> 00:06:47,850 in real fast and let me see if I can get Aarde 105 00:06:47,850 --> 00:06:53,410 unmuted here. Okay. No problem. Janelle tell us about your customers. 106 00:06:55,180 --> 00:06:59,180 Sure. So I think when we think of use of 107 00:06:59,180 --> 00:07:03,110 AI, especially as it relates to a couple of the 108 00:07:03,110 --> 00:07:06,660 columns in your chart here around customer service and support 109 00:07:06,660 --> 00:07:11,360 as well as even personalization, bots are often the first 110 00:07:11,360 --> 00:07:14,920 type of use case that comes to mind especially for 111 00:07:14,920 --> 00:07:18,970 customer support. But we also see it as more than 112 00:07:18,970 --> 00:07:23,880 just a Voicebot or a Chatbot. When I look at 113 00:07:23,880 --> 00:07:28,820 both personalizing products and services, as well as customer care 114 00:07:28,820 --> 00:07:32,450 and support, here at Genesys we believe that the future 115 00:07:32,450 --> 00:07:38,410 of customer experience is rooted in those highly personalized experiences 116 00:07:38,490 --> 00:07:42,470 powered by AI. That's a part of what we call 117 00:07:42,540 --> 00:07:48,260 experience as a service. And so that phrase experience as 118 00:07:48,260 --> 00:07:51,600 a service might be new to some, if not all 119 00:07:51,600 --> 00:07:53,560 of you. So let me unpack that for a moment. 120 00:07:54,260 --> 00:07:57,770 Experience as a service, it really just looks to help 121 00:07:57,770 --> 00:08:04,390 companies to provide personalization at scale where employees of companies 122 00:08:04,390 --> 00:08:09,190 can interact with their customers not only with efficiency and 123 00:08:09,190 --> 00:08:12,210 effectiveness, which are still important, but also with that added 124 00:08:12,210 --> 00:08:17,320 element of empathy, to help foster customer loyalty and trust 125 00:08:17,320 --> 00:08:20,330 along the way. And so if I go to the 126 00:08:20,330 --> 00:08:22,680 next slide and go to a little bit more detail 127 00:08:22,680 --> 00:08:25,880 on that, how we think of it here at Genesys 128 00:08:25,970 --> 00:08:30,570 with experience as a service is that each interaction between 129 00:08:31,000 --> 00:08:34,900 someone in your business and your end customers should start 130 00:08:34,900 --> 00:08:38,940 with your customer right at the center. And if you 131 00:08:38,940 --> 00:08:44,450 gain an understanding of that customer's needs, their intent and 132 00:08:44,450 --> 00:08:49,270 their preferences, then you can make customers feel remembered, heard 133 00:08:49,270 --> 00:08:52,210 and understood just as if you would in your other 134 00:08:52,210 --> 00:08:55,680 relationships that you build in life. And so in other 135 00:08:55,680 --> 00:08:59,180 words, in your experiences, you can go beyond the elements 136 00:08:59,180 --> 00:09:02,270 of efficiency and effectiveness in your contact center environment, which 137 00:09:02,270 --> 00:09:06,510 are still important and be more empathetic to really personalize 138 00:09:06,510 --> 00:09:11,390 that experience further. On interactions rooted in empathy, where you 139 00:09:11,390 --> 00:09:15,440 make the customer feel remembered, heard and understood, make it 140 00:09:15,440 --> 00:09:21,120 easier to build trust and earn loyalty for stronger connections 141 00:09:21,120 --> 00:09:25,450 and better results. And to achieve that at scale, which 142 00:09:25,450 --> 00:09:29,570 can be really where the challenge and complexity comes into the picture, 143 00:09:30,160 --> 00:09:32,980 you need to just have the right tools and technology 144 00:09:32,980 --> 00:09:36,570 in place. And we believe with experience as a service, 145 00:09:36,810 --> 00:09:43,410 that's a combination of three core components, data, artificial intelligence 146 00:09:43,650 --> 00:09:46,360 and engagement tools. And if I unpack that a little 147 00:09:46,360 --> 00:09:50,290 bit more as it relates to your question, Claire, around 148 00:09:50,290 --> 00:09:54,020 various use cases, we need to start with data because 149 00:09:54,070 --> 00:09:58,010 if I'm going to provide a personalized experience where I 150 00:09:58,010 --> 00:10:02,660 inject empathy and I want the customer to feel known 151 00:10:02,660 --> 00:10:04,990 and heard and understood, I have to know something about 152 00:10:04,990 --> 00:10:08,560 them. And so empathy requires information, not only about your 153 00:10:08,560 --> 00:10:12,430 customer, but also the employees that are serving them. And 154 00:10:12,430 --> 00:10:15,300 we see your contact center as really a gold mine 155 00:10:15,300 --> 00:10:20,240 for that data. By unifying historic third party and behavioral 156 00:10:20,240 --> 00:10:22,780 data, you can put that good data use. And that's 157 00:10:22,780 --> 00:10:27,500 where artificial intelligence comes into play, where AI can turn 158 00:10:27,500 --> 00:10:29,920 the mounds and mounds and mounds of data that you 159 00:10:29,920 --> 00:10:33,430 have into those real time insights and actions and make 160 00:10:33,430 --> 00:10:37,460 sense of it all with all your conversational data to 161 00:10:37,460 --> 00:10:40,780 predict, maybe engaging in the right moment, if they're surfing 162 00:10:40,780 --> 00:10:43,930 on your website or to predict who is the best 163 00:10:43,930 --> 00:10:47,980 person to answer that phone call or that email, or 164 00:10:47,980 --> 00:10:52,380 even predict who is the right resources to staff to 165 00:10:52,380 --> 00:10:55,500 handle that volumes to begin with. So it can automate 166 00:10:55,500 --> 00:10:59,240 decisions about who, when and how to engage extending beyond 167 00:10:59,240 --> 00:11:02,500 just the example of bots. And then thirdly, with the 168 00:11:02,500 --> 00:11:06,530 right engagement tools, it allows you to personalize those experiences, 169 00:11:06,550 --> 00:11:11,440 not just for customer service, but really across the lifecycle 170 00:11:11,440 --> 00:11:17,000 of your engagement in person across marketing sales and service, 171 00:11:17,000 --> 00:11:21,020 and the best engagement tools can help your employees know 172 00:11:21,020 --> 00:11:24,000 the road that your customer has traveled on and anticipate 173 00:11:24,000 --> 00:11:28,460 what they need most. So all together with data, with 174 00:11:28,470 --> 00:11:32,730 artificial intelligence making sense of that data and really using 175 00:11:32,730 --> 00:11:37,120 AI and those applications, spanning marketing, sales, and service, we 176 00:11:37,120 --> 00:11:40,770 feel you can create personalized experiences at scale that can 177 00:11:40,770 --> 00:11:45,020 help you provide true empathy to build trust and drive 178 00:11:45,020 --> 00:11:49,290 loyalty and that's experience of the service. And Claire if 179 00:11:49,290 --> 00:11:51,970 I can take a few more minutes maybe to give 180 00:11:52,470 --> 00:11:58,590 an example that the audience could relate to potentially. I'll 181 00:11:58,590 --> 00:12:01,300 go to this slide real quick. And so let's say 182 00:12:01,300 --> 00:12:05,460 Claire, you are in the midst of moving and you're 183 00:12:05,460 --> 00:12:09,260 working from home as we all are, and you have 184 00:12:09,430 --> 00:12:11,910 to time everything just right. So when you get into 185 00:12:11,910 --> 00:12:14,840 your new place, you have to have high speed internet 186 00:12:14,840 --> 00:12:17,310 connected and ready to go because you have this big 187 00:12:17,310 --> 00:12:20,660 webinar coming up, you have important client meetings that are 188 00:12:20,660 --> 00:12:23,590 already scheduled and you're kind of stressed about it. Actually 189 00:12:23,590 --> 00:12:26,130 you're really stressed about it, right? So you go online 190 00:12:26,550 --> 00:12:30,560 and you log in to your existing cable provider's website, 191 00:12:31,100 --> 00:12:34,040 you're finding it's kind of confusing, there's too many offers, 192 00:12:34,040 --> 00:12:35,990 it's not really clear on which one's best. You don't 193 00:12:35,990 --> 00:12:38,070 want to cancel your account and then go through the 194 00:12:38,070 --> 00:12:40,490 whole process of opening a new one. Maybe you just 195 00:12:40,490 --> 00:12:43,810 want to transfer to a new address. You want to 196 00:12:43,810 --> 00:12:47,410 understand what's the situation with the global pandemic going on and 197 00:12:47,410 --> 00:12:50,460 somebody coming to your home, all of that stuff, right? 198 00:12:50,460 --> 00:12:53,810 So as you're searching online and researching on your cable 199 00:12:53,810 --> 00:12:57,970 provider's website, you get a popup and that brings us to 200 00:12:58,370 --> 00:13:02,330 this top bubble across the customer journey and employee journey, 201 00:13:02,330 --> 00:13:07,700 and the popup greets you personally and offers the opportunity for 202 00:13:07,700 --> 00:13:11,070 you to chat with someone. And so you accept that 203 00:13:11,070 --> 00:13:15,130 invitation and what you realize maybe, or don't even realize 204 00:13:15,130 --> 00:13:18,530 is that there's some automation upfront, and it's asking you 205 00:13:18,530 --> 00:13:21,780 some questions. It's actually already identified based on your behavior 206 00:13:21,780 --> 00:13:25,350 that maybe you're looking to do a move. And so 207 00:13:25,350 --> 00:13:28,070 it asks you that, and you start to dialogue with 208 00:13:28,070 --> 00:13:30,960 this bot, which brings us to the second bullet. And 209 00:13:30,960 --> 00:13:32,760 as you're talking through that, it asks for your new 210 00:13:32,760 --> 00:13:37,940 address, it's going pretty well, you indicate your new address 211 00:13:37,940 --> 00:13:40,500 and that you want to just transfer your service to 212 00:13:40,500 --> 00:13:43,590 that. And as you were talking you realize, well, I'd really just 213 00:13:43,590 --> 00:13:46,840 like to talk to someone on the other line. So 214 00:13:46,840 --> 00:13:51,140 you ask it to speak to a representative, right? So 215 00:13:51,140 --> 00:13:54,380 behind the scenes, what's happening at this cable provider, if 216 00:13:54,380 --> 00:13:59,060 we go down to the employee journey, is that Aarde 217 00:13:59,080 --> 00:14:03,140 is one of many contact center resources that are now 218 00:14:03,420 --> 00:14:07,190 working from home in this global pandemic. And so the 219 00:14:07,190 --> 00:14:11,630 cable provider has already captured a ton of information about 220 00:14:11,630 --> 00:14:17,360 already his skillsets, his profile information, a lot of his 221 00:14:17,360 --> 00:14:22,630 performance and talking and handling key issues. And we're using 222 00:14:22,630 --> 00:14:26,570 AI powered forecasting scheduling to make sure Aarde's staffed at 223 00:14:26,570 --> 00:14:29,760 the right moment to handle these interactions that we're expecting 224 00:14:29,760 --> 00:14:33,770 to begin with. So all of that information feeds into 225 00:14:33,770 --> 00:14:37,300 this middle journey of, to do predictive routing because what 226 00:14:37,900 --> 00:14:40,460 the performance DNA also told us it's not only is 227 00:14:40,460 --> 00:14:44,570 Aarde available to take this call or this chat interaction 228 00:14:44,570 --> 00:14:47,390 that we have going on here, but he also actually 229 00:14:47,390 --> 00:14:49,900 lives in the area where you're moving to and might 230 00:14:49,900 --> 00:14:52,420 have some insights that would be helpful as you make the 231 00:14:52,420 --> 00:14:56,500 transition. And so he gets the chat interaction. And if 232 00:14:56,500 --> 00:14:59,020 we go to the second bullet, he also then gets 233 00:14:59,020 --> 00:15:03,130 all of the context about you in using agent assistance. 234 00:15:03,130 --> 00:15:06,340 So he can see everything you were doing on the 235 00:15:06,340 --> 00:15:09,620 website. He can see your past loyalty to the cable 236 00:15:09,620 --> 00:15:13,100 company and really interact with you and make you feel 237 00:15:13,100 --> 00:15:17,100 known, heard, and understood during this stressful time. You get 238 00:15:17,100 --> 00:15:21,490 all your answers, questions, you get the service scheduled to 239 00:15:21,490 --> 00:15:24,440 be set up in the moment that you need it, you 240 00:15:24,440 --> 00:15:26,830 end the interaction, and then behind the scenes we can 241 00:15:26,830 --> 00:15:30,820 take all that great performance info and your customer feedback 242 00:15:31,140 --> 00:15:35,010 to feed that into ongoing process improvement. So you can 243 00:15:35,010 --> 00:15:38,460 see here in this example, it brings together the power 244 00:15:38,460 --> 00:15:42,570 of data about you, Claire, as the customer, Aarde as 245 00:15:42,570 --> 00:15:46,640 the employee, connects them together in the customer and employee 246 00:15:46,640 --> 00:15:49,690 journey beyond just what you might think of with a 247 00:15:49,700 --> 00:15:56,040 Chatbot or a Voicebot itself to really foster engagement, personalize 248 00:15:56,040 --> 00:16:01,150 that experience and build trust and loyalty. I'd like to just 249 00:16:01,150 --> 00:16:05,670 pick up on the point about empathy and in the 250 00:16:05,670 --> 00:16:10,430 survey we asked respondents to what extent do they agree 251 00:16:10,430 --> 00:16:14,640 with the following statements. Is AI driven by a need 252 00:16:14,640 --> 00:16:20,060 to improve customer experience efficiency? Is AI driven by a 253 00:16:20,060 --> 00:16:25,800 need to improve customer intimacy? Intimacy being defined as personalization, 254 00:16:26,000 --> 00:16:31,530 customization, a personalized journey. And then we pass the results into all 255 00:16:31,530 --> 00:16:36,020 companies, large companies and the companies that also have the 256 00:16:36,020 --> 00:16:39,440 highest level of customer satisfaction. And what we found is 257 00:16:39,440 --> 00:16:43,130 that across the board, companies are focusing on efficiency, but 258 00:16:43,130 --> 00:16:47,330 really the customer experience leaders, the one with the best 259 00:16:50,070 --> 00:16:54,920 customer satisfaction scores are focusing the most strongly on empathy, 260 00:16:54,920 --> 00:17:00,550 on intimacy and building that personalized journey. So at this point 261 00:17:00,870 --> 00:17:04,970 I will just throw out a question to the audience, 262 00:17:05,260 --> 00:17:10,360 a poll question. And that is, how would you categorize 263 00:17:10,360 --> 00:17:16,960 your company's use of AI to support customer experience personalization 264 00:17:16,960 --> 00:17:21,220 today? And then you can choose from the following options 265 00:17:21,450 --> 00:17:26,240 using now it's core to our strategy, seeing successes from 266 00:17:26,240 --> 00:17:31,980 early use cases, still seeking the benefits from early use 267 00:17:31,980 --> 00:17:37,170 cases, in the planning and discovery phases, or considering for 268 00:17:37,170 --> 00:17:39,020 the future. And I'll just give you a couple of 269 00:17:39,020 --> 00:17:41,890 seconds to answer that question. So Aarde, I think you've 270 00:17:41,890 --> 00:17:43,950 got your audio back. It'd be great for you tell 271 00:17:45,420 --> 00:17:53,760 us how would you answer that question? Okay. You're on 272 00:17:53,760 --> 00:17:58,610 mute again. Oh, no. Claire or Janelle can you just hear now. Now, you're 273 00:17:58,610 --> 00:18:05,530 here. Yeah. Yes. You're back. Right. Perfect. Sorry about that. Yeah, you 274 00:18:05,530 --> 00:18:07,220 guys will hear a little bit more about this in 275 00:18:07,220 --> 00:18:11,500 the future slides, but we're using it now and it's 276 00:18:11,500 --> 00:18:14,480 a part of our core strategy. I would say there's 277 00:18:14,480 --> 00:18:19,180 definitely some room for improvement. It's an evolving product. It's never 278 00:18:19,680 --> 00:18:25,680 really complete. It's always something that we could always strive to do better with. Okay. 279 00:18:25,910 --> 00:18:29,320 I noticed the way that you didn't reveal the exact answer, 280 00:18:29,320 --> 00:18:32,620 not to influence results. So we will go now and 281 00:18:32,620 --> 00:18:39,310 take a look at what the results are. Okay. All 282 00:18:39,310 --> 00:18:42,790 right. So how would you categorize your company's use of 283 00:18:42,790 --> 00:18:47,810 AI to support customer experience? Only less than 4% say 284 00:18:47,810 --> 00:18:52,870 using now as core to our strategy, just over 25% 285 00:18:53,300 --> 00:18:57,930 are saying, seeing successes from early use cases and the largest 286 00:18:57,930 --> 00:19:01,900 majority in the planning and discovery phases. Okay. That's very interesting. 287 00:19:02,190 --> 00:19:05,410 So hopefully this webinar will be just at the right time, as 288 00:19:05,410 --> 00:19:07,310 you're looking at some of the technologies that you can 289 00:19:07,310 --> 00:19:11,860 roll out in your customer experience. So very interesting to see 290 00:19:11,860 --> 00:19:15,820 that. Okay, so now I'll share a few more findings 291 00:19:15,820 --> 00:19:21,470 from the global survey. Across industries, we looked at specifically what 292 00:19:21,470 --> 00:19:24,650 the leading use cases are and broke it down in 293 00:19:25,010 --> 00:19:28,170 IT and telecoms, consumer goods and retail. So looking at 294 00:19:28,170 --> 00:19:32,270 the IT and telecommunications industry, the number one use case 295 00:19:32,510 --> 00:19:35,240 is cyber security. And I think if you think about 296 00:19:35,240 --> 00:19:37,830 the amount of customer data that they have, that really 297 00:19:37,830 --> 00:19:41,670 makes sense that they prioritize cyber security in that way, 298 00:19:41,670 --> 00:19:44,510 followed by customer care. Everyone has got a mobile phone 299 00:19:44,510 --> 00:19:48,240 account and they have a very high transaction volume in 300 00:19:48,240 --> 00:19:53,100 the telecommunications industry. So that would make sense. The next industry 301 00:19:53,490 --> 00:19:57,320 is consumer goods and retail. And the leading use case 302 00:19:57,700 --> 00:20:01,820 in that industry is customer care and support followed by 303 00:20:01,820 --> 00:20:06,350 quality control and inventory management. So I guess, Aarde this 304 00:20:06,350 --> 00:20:07,970 is a good place for me to throw it back 305 00:20:07,970 --> 00:20:11,090 to you. You're in the retail space. We'd love to 306 00:20:11,090 --> 00:20:14,580 hear about some of the use cases that you are using with 307 00:20:14,580 --> 00:20:21,180 AI. Yeah. This is a great slide. Specifically on the right hand 308 00:20:21,180 --> 00:20:23,850 side where we're talking of consumer goods and E- commerce 309 00:20:23,850 --> 00:20:26,430 retail, I would say we lean a little bit more 310 00:20:26,430 --> 00:20:28,560 heavily on the customer care. So if I were to 311 00:20:28,560 --> 00:20:33,340 break it down from 100%, we probably are investing a 312 00:20:33,340 --> 00:20:36,300 lot of time and energy in AI around customer care, 313 00:20:36,300 --> 00:20:40,010 probably in the like 60 or 70% range, but we do 314 00:20:40,010 --> 00:20:43,520 use it for inventory management, quality control with regards to 315 00:20:43,520 --> 00:20:49,890 our products and also some personalization. Going back Janelle said 316 00:20:49,890 --> 00:20:54,100 earlier about creating that customer journey and empathy. We do use 317 00:20:54,100 --> 00:20:57,530 some AI to help with that, but it's not a 318 00:20:57,580 --> 00:21:00,810 core piece of our technology infrastructure. I would say we 319 00:21:00,820 --> 00:21:08,620 lean very heavily on conversational customer care. Fantastic. Okay. So 320 00:21:08,620 --> 00:21:10,650 if we look at a couple of other industries now, 321 00:21:10,650 --> 00:21:14,960 here we have financial services focusing very heavily on fraud 322 00:21:14,960 --> 00:21:20,060 detection, and we've seen some surveys in insurance, which shows 323 00:21:20,060 --> 00:21:23,910 that about three to 4% of all claims are fraudulent. 324 00:21:23,910 --> 00:21:29,280 So fraud detection is a very important use case for AI 325 00:21:29,660 --> 00:21:34,340 followed by financial processes and analysis and cyber security. If 326 00:21:34,340 --> 00:21:37,170 we look at pharma and healthcare, the leading use case 327 00:21:37,370 --> 00:21:41,870 is quality control, very high at 60% followed by customer 328 00:21:41,870 --> 00:21:46,280 care and then monitoring and diagnostics. Janelle, you were saying 329 00:21:46,280 --> 00:21:50,090 that you might have an example from the pharma industry and 330 00:21:50,090 --> 00:21:52,680 healthcare industry that brings a couple of those use cases 331 00:21:52,680 --> 00:21:57,780 together. Yeah. And I would say it's definitely been prominent, not 332 00:21:57,780 --> 00:22:01,410 only in pharma and healthcare, but also in government. Recent 333 00:22:01,410 --> 00:22:06,240 example with the pandemic with COVID-19 we saw the use 334 00:22:06,860 --> 00:22:11,800 of bots or virtual assistants become very important and urgently 335 00:22:11,800 --> 00:22:17,700 needed especially in being able to handle influxes of inbound 336 00:22:17,700 --> 00:22:21,260 phone calls to hospitals as you can imagine, as well 337 00:22:21,260 --> 00:22:24,720 as even to key government agencies during this time, like 338 00:22:24,950 --> 00:22:29,300 unfortunately, unemployment offices, right? So what we did to help 339 00:22:29,640 --> 00:22:34,240 companies handle that load and that volume is we partnered 340 00:22:34,240 --> 00:22:38,680 with Google to provide a joint solution that quite a 341 00:22:38,680 --> 00:22:42,210 few healthcare and government agencies across the globe took advantage 342 00:22:42,210 --> 00:22:46,420 of to easily address that onslaught of calls and chat 343 00:22:46,420 --> 00:22:50,960 interactions that were asking maybe some just basic questions on 344 00:22:51,560 --> 00:22:57,050 status related to their unemployment check or questions related to the 345 00:22:57,060 --> 00:23:02,480 COVID- 19. And so one specific example, we had a 346 00:23:02,480 --> 00:23:06,520 government agency that was supporting unemployment and they were up 347 00:23:06,520 --> 00:23:09,290 and running with just in two weeks or less with 348 00:23:09,290 --> 00:23:13,780 this. We had a healthcare example the same way where they 349 00:23:13,780 --> 00:23:17,860 were supporting millions of calls per day, that they weren't 350 00:23:17,860 --> 00:23:22,990 expecting. And with a bot that would have otherwise resulted 351 00:23:22,990 --> 00:23:27,340 in hours upon hours of QA time and abandoned calls and 352 00:23:27,870 --> 00:23:31,210 very stressed and frustrated people on the other end. So 353 00:23:31,490 --> 00:23:34,950 that's just one example that's become very prominent, especially during 354 00:23:34,950 --> 00:23:39,050 this time to leverage automation, because sometimes going back to 355 00:23:39,050 --> 00:23:42,730 empathy, the most empathetic thing you can do is provide 356 00:23:42,730 --> 00:23:46,460 a very efficient experience. And so bot certainly met the 357 00:23:46,460 --> 00:23:51,760 need there. Yeah. And let's take a look now at the 358 00:23:51,760 --> 00:23:57,880 benefits that companies are achieving through their AI investments. The leading 359 00:23:57,880 --> 00:24:01,390 benefits that we saw across the board are around operational 360 00:24:01,390 --> 00:24:06,750 efficiency, cost savings, and improved management decision making. So having 361 00:24:06,750 --> 00:24:09,780 a lot of data, being able to understand and make better 362 00:24:09,780 --> 00:24:13,970 decisions across the business. What we found quite interesting on 363 00:24:13,970 --> 00:24:17,670 this chart is that just about a quarter of businesses 364 00:24:18,380 --> 00:24:21,800 are using AI or seeing a benefit from AI that 365 00:24:21,800 --> 00:24:24,950 is improved revenue. And I can think of a couple 366 00:24:25,070 --> 00:24:29,430 of reasons for that. So firstly that many of the 367 00:24:29,430 --> 00:24:35,020 technologies around improving operational efficiency might be more mature. And 368 00:24:35,020 --> 00:24:37,500 that potentially, there's also a lot of low hanging fruit in 369 00:24:37,500 --> 00:24:41,170 that area. I'd like to get your perspective Janelle. Do 370 00:24:41,170 --> 00:24:44,830 you think it's more challenging to use AI to increase 371 00:24:44,830 --> 00:24:48,640 revenue or are there just more use cases around improving 372 00:24:48,640 --> 00:24:55,760 operational efficiency? I don't think it's necessarily more challenging, for 373 00:24:55,760 --> 00:25:00,220 example, in the example I shared earlier where you were 374 00:25:00,220 --> 00:25:05,900 looking to transfer your service with the cable provider. Using 375 00:25:05,900 --> 00:25:09,050 AI to drive revenue and I'll give some more examples 376 00:25:09,050 --> 00:25:13,610 of this later to do conversions as people are shopping 377 00:25:13,610 --> 00:25:18,170 online. We've seen companies get that up and running and 378 00:25:18,170 --> 00:25:22,820 implemented and achieving benefits in less than a month, sometimes 379 00:25:22,820 --> 00:25:26,550 even within a week. So I think that oftentimes there 380 00:25:26,550 --> 00:25:32,430 can be a perception that incorporating AI into your environment 381 00:25:32,430 --> 00:25:36,330 is super difficult, which it can be. I won't say 382 00:25:36,330 --> 00:25:39,540 that it can never be, but if you target specific 383 00:25:39,540 --> 00:25:44,730 use cases that are tied to a very specific business 384 00:25:44,730 --> 00:25:49,730 outcome around improving web conversions as one example, it doesn't 385 00:25:49,730 --> 00:25:51,730 have to be hard and it doesn't have to be 386 00:25:51,730 --> 00:25:55,620 challenging. And I think that over time we will see 387 00:25:55,840 --> 00:25:58,810 more and more use cases in this area. I know 388 00:25:58,810 --> 00:26:03,010 just speaking for Genesys in our MarTech stack, it's full 389 00:26:03,010 --> 00:26:05,740 of AI applications. So I think that there's a lot 390 00:26:05,740 --> 00:26:08,950 more to come and I would predict that 26% is 391 00:26:08,950 --> 00:26:14,050 going to grow. Great. Okay. So at this point, let me 392 00:26:14,050 --> 00:26:17,560 hand over to you Aarde. We know that Textile is an 393 00:26:17,560 --> 00:26:20,440 online retailer, but we'd love to hear more about your 394 00:26:20,440 --> 00:26:26,650 business and about your AI journey. Yeah, absolutely. And before 395 00:26:26,650 --> 00:26:28,580 we go onto the next slide, what I want to 396 00:26:28,580 --> 00:26:30,990 talk a little bit about is some content on the 397 00:26:30,990 --> 00:26:33,410 slide because it is relevant to our customer journey and 398 00:26:33,890 --> 00:26:36,730 how we developed AI to help support that customer journey. 399 00:26:37,110 --> 00:26:39,170 The low hanging fruit that we tackled for us was 400 00:26:39,170 --> 00:26:43,360 of course the operational efficiency and cost savings, reducing of 401 00:26:43,360 --> 00:26:49,190 handle time for our agents, reducing of transactional type conversations 402 00:26:49,190 --> 00:26:54,030 via chat or email or phone or social. So we 403 00:26:54,030 --> 00:26:57,580 did see some initial, low hanging fruit routines around operate 404 00:26:57,580 --> 00:27:02,220 efficiently. And of course some gains in the customer experience 405 00:27:02,220 --> 00:27:04,850 based on and I'm going to give you an example of that in the next 406 00:27:04,850 --> 00:27:08,120 couple of slides. But one of the things that is 407 00:27:08,900 --> 00:27:13,170 rarely looked at or often overlooked is since we are 408 00:27:13,170 --> 00:27:17,310 a membership model and E- commerce retailer membership model, we 409 00:27:17,310 --> 00:27:21,940 did increase our revenue. And the way that we did 410 00:27:21,940 --> 00:27:26,910 this using AI with using machine learning tool to give 411 00:27:26,910 --> 00:27:30,220 us a lifetime value of the customer as they're going 412 00:27:30,220 --> 00:27:34,730 through certain processes, of course the obvious processes are contacting 413 00:27:34,730 --> 00:27:39,610 our customer care team. But also as they're navigating through 414 00:27:39,610 --> 00:27:42,710 the E- commerce website, we know exactly what their lifetime 415 00:27:42,710 --> 00:27:46,420 value is, and that changes over time using AI and 416 00:27:46,420 --> 00:27:52,840 machine learning. So back to your guys' points, increasing revenue 417 00:27:52,840 --> 00:27:56,580 is an opportunity, it's just a little bit harder to 418 00:27:56,580 --> 00:27:58,900 really get to that. It's a lot easier to do 419 00:27:58,900 --> 00:28:03,040 the low hanging fruit, which is cost efficiencies. So talking 420 00:28:03,040 --> 00:28:06,110 a little bit more about what we did at Textile 421 00:28:06,110 --> 00:28:09,700 Fashion Group this is just a zoom and so we're 422 00:28:09,700 --> 00:28:14,050 going to talk specifically around our conversational AI and how we 423 00:28:14,050 --> 00:28:18,990 use Genesys to deliver this AI to not only our 424 00:28:18,990 --> 00:28:23,610 agents but to our customers. Zooming into our specific project, 425 00:28:24,150 --> 00:28:27,270 the things we're looking for we're a cloud- based product. 426 00:28:27,270 --> 00:28:29,440 So making sure that we had an ecosystem where we 427 00:28:29,440 --> 00:28:33,950 can deliver this service irregardless of location or irregardless of 428 00:28:33,950 --> 00:28:37,760 server stacks. So making sure that it was truly cloud- based 429 00:28:37,760 --> 00:28:40,930 and global, making sure that we focused on our digital 430 00:28:40,930 --> 00:28:43,870 channels with our bots, but also our voice channels as 431 00:28:43,870 --> 00:28:48,800 well too. So traditional channels alongside with our chat and 432 00:28:48,800 --> 00:28:53,330 social channels introducing bots and what we call as botlets, 433 00:28:53,520 --> 00:28:58,410 so many bots within bots to doing multiple tasks at 434 00:28:58,410 --> 00:29:01,530 once. And then of course, self service and automation was 435 00:29:01,530 --> 00:29:06,360 the key goal and the key challenge for this project. 436 00:29:06,730 --> 00:29:08,900 So a little bit of the results before I get 437 00:29:08,900 --> 00:29:13,370 into kind of some quantitative return on investment results, we 438 00:29:13,370 --> 00:29:19,080 developed and deployed Genesys within less than 90 days of 439 00:29:19,430 --> 00:29:23,900 contract signature. The actual build itself took less than 30 440 00:29:23,900 --> 00:29:28,330 days, but 90 days from the start of project planning 441 00:29:28,700 --> 00:29:32,170 to the actual go live. What we found is by 442 00:29:32,170 --> 00:29:34,530 migrating to the cloud, by migrating to a tool like 443 00:29:34,530 --> 00:29:38,220 Genesys, it's easier for our resources, so that we can handle 444 00:29:38,430 --> 00:29:44,500 large increases in volume, large spikes. Obviously, with COVID hitting 445 00:29:45,000 --> 00:29:49,530 we had a huge increase in our online retail or 446 00:29:49,850 --> 00:29:53,090 through Fabletics, which is one of our brands because it 447 00:29:53,090 --> 00:29:55,570 is athletes or at home wear. So everyone wanted to 448 00:29:55,570 --> 00:29:58,910 buy that at home wear as they're working at home 449 00:29:58,910 --> 00:30:01,500 versus having to go into the office and dressing up. 450 00:30:02,770 --> 00:30:06,050 We also found that we had increased efficiency in managing 451 00:30:06,050 --> 00:30:09,110 our interactions. And I'll go into that in a little bit 452 00:30:09,110 --> 00:30:11,240 in the next couple of slides. And then we wanted 453 00:30:11,240 --> 00:30:13,940 to make sure that there was an integration into not 454 00:30:13,940 --> 00:30:17,440 only our current ecosystem and tool sets, but we also 455 00:30:17,440 --> 00:30:20,730 have the ability to integrate into new areas that we 456 00:30:20,730 --> 00:30:24,350 haven't done quite yet, social would be a great example 457 00:30:24,350 --> 00:30:28,580 of that. So background of who Textile Fashion Group is. 458 00:30:28,580 --> 00:30:30,790 So we have a little bit of context. I said this 459 00:30:30,790 --> 00:30:34,160 a couple of times before we're conglomerate E- commerce website 460 00:30:34,470 --> 00:30:37,310 that sells fashion. We call it Fast Fashion because all 461 00:30:37,310 --> 00:30:39,960 of the products on our websites change every single month. 462 00:30:39,960 --> 00:30:41,610 So you're not going to see a product that will 463 00:30:41,610 --> 00:30:46,290 exist on our websites for longer than a certain period. 464 00:30:46,290 --> 00:30:49,570 Usually it's one month turnaround. We have five different brands. 465 00:30:50,120 --> 00:30:52,570 The big ones that you would probably know about or have heard 466 00:30:52,570 --> 00:30:56,310 are Fabletics. We just launched Fabletics men with Kevin Hart. 467 00:30:57,190 --> 00:31:02,080 Fabletics is a huge product of ours with Kate Hudson. 468 00:31:03,130 --> 00:31:06,890 We launched Savage X Fenty with Rihanna, which is disrupting 469 00:31:06,890 --> 00:31:10,360 the lingerie market. And then some of our brands are 470 00:31:10,390 --> 00:31:13,710 JustFab and ShoeDazzle and of course, FabKids for our lovable 471 00:31:13,710 --> 00:31:17,950 kids as well. And we partner with celebrities across all 472 00:31:17,950 --> 00:31:23,170 different platforms uniquely using their marketing skills across social media, 473 00:31:23,490 --> 00:31:26,850 and then we are a monthly membership. So our customers 474 00:31:26,850 --> 00:31:31,200 do contact us on a pretty regular basis. We've had 475 00:31:31,200 --> 00:31:34,570 at least two touch points with every single member every 476 00:31:34,570 --> 00:31:38,450 single month, which is a pretty high contact rate. So 477 00:31:38,450 --> 00:31:41,580 to put some more specific numbers to that five million 478 00:31:41,580 --> 00:31:47,550 members globally, 12 different countries across seven different languages. We 479 00:31:47,550 --> 00:31:50,820 get about six million phone calls per year, three million 480 00:31:50,820 --> 00:31:54,210 chats per year. And on average, our conversations last about 481 00:31:54,210 --> 00:32:01,470 nine minutes. What we did when we released our Chatbot for 482 00:32:01,470 --> 00:32:03,900 the first time for the first year, this was the 483 00:32:03,900 --> 00:32:09,430 results of our Chatbot. Obviously, the operational savings here we 484 00:32:09,430 --> 00:32:13,180 saved $ 1. 1 million in the first year and how 485 00:32:13,180 --> 00:32:17,480 we achieved that was by going from 0% containment to 486 00:32:17,530 --> 00:32:23,510 18.5% self service containment. So that means that members and customers 487 00:32:23,510 --> 00:32:26,850 were able to get what they're looking for 18.5% of 488 00:32:26,850 --> 00:32:29,900 the time without having to go to a live agent. 489 00:32:30,340 --> 00:32:33,360 And then for the people who did have to go 490 00:32:33,360 --> 00:32:35,900 to a live agent reduced the handle time by 45 491 00:32:35,900 --> 00:32:38,840 seconds. And the ways we did that of course were 492 00:32:38,840 --> 00:32:43,130 by screen pops, creating of cases and tickets automatically also 493 00:32:43,130 --> 00:32:47,420 auto dispositioning those cases, because we already knew we captured the 494 00:32:47,420 --> 00:32:52,430 intent of the initial questions and then also providing the 495 00:32:52,430 --> 00:32:55,760 full transcript of the bot to the agent before they 496 00:32:55,760 --> 00:32:58,080 answered the call. So they know exactly what they need 497 00:32:58,080 --> 00:33:01,280 to jump into without having to ask those kind of 498 00:33:01,700 --> 00:33:04,420 easy questions like who am I speaking with and what 499 00:33:04,420 --> 00:33:07,810 can I help you with today? And then of course, without 500 00:33:07,810 --> 00:33:11,030 sacrificing any customer experience, we wanted to make sure that 501 00:33:11,030 --> 00:33:15,780 we had a high level of satisfaction and we scored 502 00:33:15,780 --> 00:33:20,900 a 92% member satisfaction score. And that's specifically to the 503 00:33:20,900 --> 00:33:25,980 self contained bots which ironically is slightly higher than what 504 00:33:25,980 --> 00:33:30,470 our member satisfaction scores for live agents. So our bot 505 00:33:30,470 --> 00:33:36,060 actually outperformed from our member satisfaction standpoint across all of 506 00:33:36,060 --> 00:33:39,780 our member base. So to drill a little bit further 507 00:33:39,780 --> 00:33:45,020 into what our customers were saying about AI and automation 508 00:33:45,020 --> 00:33:50,170 and conversational AI as they're interacting with our bots. So this is 509 00:33:50,170 --> 00:33:54,420 just a quick snippet of what our members were saying 510 00:33:54,420 --> 00:33:57,740 in response through the feedback loop. I won't read all 511 00:33:57,740 --> 00:34:00,500 of these. I know that this content will be recorded 512 00:34:00,500 --> 00:34:02,470 and you could always come back and review them on 513 00:34:02,470 --> 00:34:05,280 your own. But I love the middle one here that 514 00:34:05,280 --> 00:34:09,740 says, " I just talked to an automated customer service line 515 00:34:10,110 --> 00:34:13,940 that understood full sentences, work better and faster than actual 516 00:34:13,940 --> 00:34:18,820 people." Of course, actual people are very, very productive. I 517 00:34:18,820 --> 00:34:21,430 don't want to downplay that at all, but what I 518 00:34:21,430 --> 00:34:24,730 want to show here is that you can design these 519 00:34:24,730 --> 00:34:30,700 customer experience journeys to Janelle's point to really not sacrifice 520 00:34:30,700 --> 00:34:34,820 customer experience and really create that level of empathy as 521 00:34:34,820 --> 00:34:39,620 they're going through this journey or this process. So I'd like 522 00:34:39,620 --> 00:34:41,860 to pause here and pass it back to Claire. I 523 00:34:41,860 --> 00:34:45,490 know there's another poll question coming up, so I'll pass 524 00:34:45,490 --> 00:34:51,620 it over to you. Thanks for that Aarde and just 525 00:34:51,620 --> 00:34:54,550 building on what Aarde was sharing about all of the benefits 526 00:34:54,550 --> 00:34:57,350 that they've achieved at Textile, we'd like to ask you 527 00:34:57,350 --> 00:35:01,980 the question now, what AI benefit is most of interest 528 00:35:01,980 --> 00:35:07,360 to you today? Improved operational efficiency and cost savings, improved 529 00:35:07,360 --> 00:35:13,890 management decision- making, improved customer experience, faster time to market, 530 00:35:14,250 --> 00:35:20,160 better risk management, increased revenue or improved compliance? So you have 531 00:35:20,160 --> 00:35:22,300 a few options and I'll give you a few seconds 532 00:35:22,300 --> 00:35:27,170 to answer that question. Janelle based on the conversations that you're having 533 00:35:27,610 --> 00:35:30,900 with customers, what would you anticipate would be the response? 534 00:35:32,130 --> 00:35:38,280 Well, I'm super interested to see it because really the 535 00:35:38,280 --> 00:35:41,210 ones that stand out to me in my conversations with 536 00:35:41,210 --> 00:35:45,330 customers are the first one, which was cost savings, which 537 00:35:45,330 --> 00:35:47,540 was at the top of the list from the survey 538 00:35:47,540 --> 00:35:52,090 responses. At the same time, Aarde just mentioned how they're 539 00:35:52,090 --> 00:35:56,630 using it to improve customer experience and drive revenue as 540 00:35:56,630 --> 00:35:59,590 well. And when you live in a state of the 541 00:35:59,590 --> 00:36:02,740 world where many businesses are just looking for new ways 542 00:36:02,740 --> 00:36:07,100 to continue to service and sell, I'm wondering what the 543 00:36:07,100 --> 00:36:10,180 feedback will be. So maybe we can go to the 544 00:36:10,180 --> 00:36:17,750 results and see where we are. take a look. Okay. So what 545 00:36:17,750 --> 00:36:21,440 AI benefit is most of interest to you today? So 546 00:36:21,480 --> 00:36:26,450 45%, almost half say improved operational efficiency and cost savings 547 00:36:27,900 --> 00:36:35,530 followed by customer experience and increased revenue is just 4.2%. 548 00:36:35,930 --> 00:36:39,500 That's very interesting. And I wonder if that relates back 549 00:36:39,500 --> 00:36:44,420 to where the audience is in the AI journey, if 550 00:36:45,450 --> 00:36:48,130 a lot of the audience is in the early testing 551 00:36:48,130 --> 00:36:54,120 stages, looking at rolling AI out in the customer journey, perhaps 552 00:36:54,120 --> 00:36:56,530 there's still a lot of low hanging fruit on the 553 00:36:56,530 --> 00:37:02,230 operational efficiency side. Janelle, do you have a reaction? I think 554 00:37:02,230 --> 00:37:05,890 you might be right. I think also as Aarde alluded 555 00:37:05,890 --> 00:37:08,660 to just in the benefits that they've seen so far 556 00:37:09,020 --> 00:37:12,610 at Textile, it doesn't have to be one or the 557 00:37:12,620 --> 00:37:18,070 other necessarily either, right? Where you can go for some 558 00:37:18,070 --> 00:37:21,040 low hanging fruit around efficiency gains, but at the same 559 00:37:21,040 --> 00:37:25,760 time that that bot that gained efficiency is also improved customer 560 00:37:25,760 --> 00:37:29,860 experience and drove loyalty, which drives more revenue. So I 561 00:37:29,860 --> 00:37:33,480 think that even though the audience had one option I 562 00:37:33,480 --> 00:37:36,310 bet that what they'll find in their planning and discovery 563 00:37:36,310 --> 00:37:39,430 is that several of these benefits will come into play. 564 00:37:41,230 --> 00:37:46,430 Yeah. And maybe what I can do too, is going 565 00:37:46,430 --> 00:37:50,730 back to what I shared with the various AI applications 566 00:37:51,150 --> 00:37:55,470 that are fueled to provide experience as a service to 567 00:37:55,470 --> 00:37:59,980 really personalize those experience, share some more benefits too on 568 00:38:00,250 --> 00:38:04,150 what companies are seeing out there. So I won't hit 569 00:38:04,150 --> 00:38:07,330 on every one of these as we looked at the 570 00:38:07,620 --> 00:38:11,590 eight different AI powered applications that support the customer journey 571 00:38:11,590 --> 00:38:14,620 and employee journey. I'll just cover a couple of these 572 00:38:15,600 --> 00:38:19,990 related to Voicebots, as well as Chatbots, which I'll showcase 573 00:38:19,990 --> 00:38:23,850 later. Aarde alluded to some benefits here. We see as 574 00:38:23,850 --> 00:38:29,610 well that oftentimes companies are seeing 50% or more containment 575 00:38:29,610 --> 00:38:33,790 rates but we know too that it isn't just about containing 576 00:38:33,790 --> 00:38:37,190 and self- service, it really capturing the context of the customer 577 00:38:37,400 --> 00:38:39,610 and getting them to that next step of the journey 578 00:38:39,610 --> 00:38:41,930 and that bots can do that really well. And in 579 00:38:42,150 --> 00:38:46,220 Textile's case, feedback showed you even more so in some 580 00:38:46,220 --> 00:38:52,420 instances than real people. So certainly tons of benefits there 581 00:38:52,900 --> 00:38:57,050 but even ahead of that and with predictive engagement Claire, 582 00:38:57,050 --> 00:39:01,010 you alluded to financial services being in the leading position 583 00:39:01,010 --> 00:39:05,570 around looking to incorporate AI over the next three years 584 00:39:05,570 --> 00:39:08,530 if they haven't already. And this is certainly where we're 585 00:39:08,530 --> 00:39:12,550 seeing predictive engagement come into play too. So these example 586 00:39:12,550 --> 00:39:17,790 benefits come from a financial services institution over in Europe, 587 00:39:17,790 --> 00:39:22,940 where they implemented that engagement feature, where someone is searching 588 00:39:22,940 --> 00:39:28,230 for mortgages and at that right moment they would monitor that 589 00:39:28,230 --> 00:39:32,500 behavior and pop up an invitation to chat or to 590 00:39:32,500 --> 00:39:35,960 offer a callback or a special offer to really drive 591 00:39:36,170 --> 00:39:38,440 more sales at the end of the day. And they 592 00:39:38,440 --> 00:39:43,080 saw gigantic benefits, not only in increasing revenue with Forex 593 00:39:43,080 --> 00:39:47,130 conversion rates but also cost savings and lower cost per 594 00:39:47,130 --> 00:39:52,650 lead and improved experience double digits in NPS improvement from 595 00:39:52,650 --> 00:39:55,850 that application. If I go to some of the others 596 00:39:56,200 --> 00:40:00,870 predictive routing, that's that application that takes into account all 597 00:40:00,870 --> 00:40:03,960 of that context around the customer as well as that 598 00:40:03,960 --> 00:40:07,960 employee to get to that really especial match between the 599 00:40:07,960 --> 00:40:11,790 two as somebody wants to talk to or interact with 600 00:40:12,080 --> 00:40:16,730 a live person. We're seeing this very popular in large 601 00:40:16,730 --> 00:40:22,270 telecommunications companies as one industry example where maybe they have 602 00:40:22,270 --> 00:40:27,270 thousands of contact center resources already, maybe they're already doing really 603 00:40:27,270 --> 00:40:31,160 sophisticated skills- based routing, but they want to take it 604 00:40:31,160 --> 00:40:34,160 to the next level. And so predictive routing for them 605 00:40:34,460 --> 00:40:36,900 gave them some of the benefits that you see here. 606 00:40:37,490 --> 00:40:41,240 They started in some customer service based use cases and 607 00:40:41,240 --> 00:40:46,400 improving handle times or first contact resolutions quickly saw the 608 00:40:46,400 --> 00:40:50,220 benefits and then next we're targeting those increased revenue benefits 609 00:40:50,220 --> 00:40:55,510 for their sales organization. Moving on, looking at interaction analytics, 610 00:40:55,850 --> 00:40:59,990 of course, being able to get those better insights into 611 00:40:59,990 --> 00:41:03,710 the employee's performance. And the intent of the customers help 612 00:41:03,710 --> 00:41:06,300 in a variety of different ways when it comes to 613 00:41:06,380 --> 00:41:10,910 coaching and quality. In addition, we're seeing a rise in 614 00:41:10,910 --> 00:41:15,670 interest around agent assist, especially in these times where employees 615 00:41:15,670 --> 00:41:20,020 are distributed and virtual and need those extra prompts for 616 00:41:20,020 --> 00:41:23,170 engagement and support, being able to have that context right 617 00:41:23,170 --> 00:41:26,500 in front of them in that consolidated desktop to really 618 00:41:26,500 --> 00:41:31,820 guide them through the conversation is increasingly important. And then 619 00:41:32,090 --> 00:41:37,530 related to employee engagement too, we're proud to have offered 620 00:41:37,530 --> 00:41:41,620 the first AI based workforce management in the market where 621 00:41:42,120 --> 00:41:46,460 for forecasting and scheduling, we could not only accelerate the 622 00:41:46,460 --> 00:41:50,680 speed of running the schedules, but also the accuracy, which 623 00:41:50,680 --> 00:41:54,150 is evermore important because many employees aren't in a contact 624 00:41:54,150 --> 00:41:56,260 center that you can monitor and just walk up to 625 00:41:56,260 --> 00:41:59,010 their desk anymore. They're all virtual. So being able to 626 00:41:59,010 --> 00:42:03,670 have those tools at hand and make changes with faster agility 627 00:42:03,900 --> 00:42:07,350 becomes increasingly important. So those are just a couple of 628 00:42:07,350 --> 00:42:10,910 examples to just drill in a little bit more around 629 00:42:10,910 --> 00:42:15,080 the business benefits and business outcomes, because as you're doing 630 00:42:15,370 --> 00:42:19,200 your planning and you're discovering, it's not about just implementing 631 00:42:19,200 --> 00:42:21,970 AI for the sake of implementing AI, right? It's about 632 00:42:21,970 --> 00:42:26,290 really driving towards what business benefits and business outcomes that 633 00:42:26,290 --> 00:42:29,710 you're targeting. So with that said, Claire I will turn 634 00:42:29,710 --> 00:42:33,430 it back over to you. Great. Thank you for that. 635 00:42:36,520 --> 00:42:39,830 So we touched on this earlier, and of course there's a 636 00:42:39,830 --> 00:42:43,640 lot of benefits to be achieved from rolling out AI, 637 00:42:43,910 --> 00:42:48,760 but the survey also polls the respondents on the challenges. 638 00:42:48,940 --> 00:42:51,860 What are the greatest challenges to your company's use of 639 00:42:51,860 --> 00:42:55,240 AI? And the leading challenge that came back was the 640 00:42:55,240 --> 00:43:00,550 business or process challenges of using AI insights, followed by 641 00:43:00,550 --> 00:43:05,710 data quality or availability, and then the shortage of AI 642 00:43:06,260 --> 00:43:09,000 talent in the business. So let me just give you 643 00:43:09,000 --> 00:43:13,090 an example that we actually highlighted in the report around the 644 00:43:13,090 --> 00:43:17,090 business process challenges. So we spoke to the head of 645 00:43:17,090 --> 00:43:21,050 AI at the Leading Global Airline, and they identified that 646 00:43:21,050 --> 00:43:25,680 a lot of costs could be saved by correctly forecasting 647 00:43:25,720 --> 00:43:32,060 what meal the passengers would select in premium class. So 648 00:43:32,060 --> 00:43:36,680 rather than having three choices available to every passenger, being 649 00:43:36,680 --> 00:43:39,510 able to predict in advance, I'm going to choose the 650 00:43:39,510 --> 00:43:41,920 fish and the person sitting next to me is going to 651 00:43:41,920 --> 00:43:44,490 choose the beef, would save a lot of money for 652 00:43:44,490 --> 00:43:47,890 the airline. And actually they became very, very good at 653 00:43:47,950 --> 00:43:52,620 predicting what people would choose. The challenge was changing the 654 00:43:52,620 --> 00:43:56,980 catering processes globally to be able to use that data 655 00:43:56,980 --> 00:44:00,240 in real time as the passenger list changes. So that 656 00:44:00,240 --> 00:44:05,160 was one example that came through the survey. Janelle, can 657 00:44:05,160 --> 00:44:06,790 I kind of pick on you to share some of 658 00:44:06,790 --> 00:44:12,470 the challenges that you've seen with your customers? Yeah. A couple comes 659 00:44:13,110 --> 00:44:15,650 to mind and certainly they can span all of the 660 00:44:15,870 --> 00:44:18,610 ones that are listed here, but I'll just highlight maybe three 661 00:44:18,610 --> 00:44:23,640 specifics and then share some advice as well as some 662 00:44:23,640 --> 00:44:26,620 proof points that can go with those three. So the 663 00:44:26,620 --> 00:44:30,600 first one is your point around data quality or availability 664 00:44:30,600 --> 00:44:34,030 where you had mentioned 48% of the respondents noted this 665 00:44:34,030 --> 00:44:37,460 as a challenge. Absolutely, we see that too. So my 666 00:44:37,460 --> 00:44:41,530 advice here is when you're looking to make a selection 667 00:44:41,610 --> 00:44:46,370 for your AI applications, keep a vendor in mind that 668 00:44:46,660 --> 00:44:51,930 provides openness and flexibility there, so that for your AI 669 00:44:51,930 --> 00:44:56,040 applications, you can seamlessly integrate to all of these underlying 670 00:44:56,040 --> 00:44:59,390 data sources that it needs to pull from CRM systems 671 00:45:00,590 --> 00:45:04,390 and any third party data, as well as the real time information, 672 00:45:04,670 --> 00:45:08,180 of course. And so being able to leverage an AI 673 00:45:08,230 --> 00:45:11,830 platform that is open, that doesn't just lock you into 674 00:45:11,830 --> 00:45:15,170 their own set of data, that might be still very 675 00:45:15,960 --> 00:45:19,820 siloed, but allows you to orchestrate and collect data from 676 00:45:19,820 --> 00:45:24,170 any source as well as even orchestrate multiple AI technologies 677 00:45:24,170 --> 00:45:27,570 together. And so they can interact between one another, I 678 00:45:27,570 --> 00:45:32,220 think is really, really important. And so one proof point 679 00:45:32,220 --> 00:45:36,370 here is a company called Intel that chose us to 680 00:45:36,400 --> 00:45:40,590 help overcome that challenge. They had a live tech support 681 00:45:41,000 --> 00:45:45,250 Voicebot and they were using our solutions along with a 682 00:45:45,250 --> 00:45:48,990 variety of other different third party technologies to sort of 683 00:45:48,990 --> 00:45:53,100 be that orchestrator, even amongst their bots, because in some bots 684 00:45:53,100 --> 00:45:57,320 they might choose for certain specialties or they already had 685 00:45:57,320 --> 00:46:01,940 that, they wanted to leverage their existing investments. So garbage in, 686 00:46:01,940 --> 00:46:05,040 garbage out, right? So data quality of course is a 687 00:46:05,040 --> 00:46:08,180 really important challenge. And so be able to choose an open 688 00:46:08,180 --> 00:46:11,210 platform that allows you to pull from any source is 689 00:46:11,210 --> 00:46:14,690 really, really key. The second one here on the shortage 690 00:46:14,690 --> 00:46:18,290 of AI developers and data scientists, Aarde I am going 691 00:46:18,290 --> 00:46:20,810 to pick on you because I got the proof point and 692 00:46:20,910 --> 00:46:22,540 you, why don't you speak to this one for us? 693 00:46:24,700 --> 00:46:29,570 Definitely. It's a living organism. Whenever you're creating AI or 694 00:46:29,570 --> 00:46:34,730 deploying machine learning around a certain business objective, you can't 695 00:46:34,730 --> 00:46:38,110 just implement and forget. So not only is there a 696 00:46:38,110 --> 00:46:42,030 need for resources, AI developers and data scientists in the 697 00:46:42,030 --> 00:46:45,700 beginning, but also a little bit of resources needed on 698 00:46:45,700 --> 00:46:48,610 the backend just to maintain the product, making sure that 699 00:46:50,120 --> 00:46:53,220 it's doing the right thing. I think the best analogy 700 00:46:53,220 --> 00:46:57,060 I've ever heard is it's like a garden. You're growing vegetables 701 00:46:57,060 --> 00:46:59,880 out in the garden, you need to not only dig the 702 00:46:59,960 --> 00:47:03,270 initial holes to plant with the initial plants, but as 703 00:47:03,270 --> 00:47:06,380 it's growing, you need to make sure you're watering it. 704 00:47:06,380 --> 00:47:11,230 It gets enough sun, that you're clipping the appropriate leaves. 705 00:47:11,390 --> 00:47:13,790 It's not something that you could set and forget, and 706 00:47:13,790 --> 00:47:17,190 that does take time, energy and resources. It's very easy 707 00:47:17,190 --> 00:47:21,690 for us to deploy something and then prove its success 708 00:47:21,690 --> 00:47:24,410 and say, what? That's great. Let's now deploy something else. 709 00:47:24,480 --> 00:47:26,800 And then we totally forget about it. And then two 710 00:47:26,800 --> 00:47:29,890 years later, it's completely stale. It's doing things that it 711 00:47:29,890 --> 00:47:33,240 shouldn't be doing, or it's not necessarily creating the outcomes 712 00:47:33,240 --> 00:47:36,110 that we wanted. So it's really important to make sure 713 00:47:36,110 --> 00:47:39,360 that you invest in developers and data scientists to help 714 00:47:39,360 --> 00:47:44,610 support your business objectives. Thanks Aarde. And the third one 715 00:47:44,610 --> 00:47:47,770 I would highlight is a challenge we often see too. 716 00:47:47,770 --> 00:47:50,950 And just being able to demonstrate the business value and 717 00:47:50,950 --> 00:47:54,460 return on investment with AI. So one of the ways 718 00:47:54,460 --> 00:47:58,020 that we help our clients is by even just offering 719 00:47:58,020 --> 00:48:01,930 some really fast and easy proof points, build a bot 720 00:48:01,930 --> 00:48:05,650 workshop where within an hour, you can get your hands 721 00:48:05,650 --> 00:48:09,680 on the technology and build a basic bot to be 722 00:48:09,680 --> 00:48:14,270 able to understand and prove out and showcase how you 723 00:48:14,270 --> 00:48:18,520 can gain efficiencies in handling influxes of volume as an 724 00:48:18,520 --> 00:48:22,650 example. We offer pretrials so you can try before you buy 725 00:48:22,650 --> 00:48:25,650 to be able to prove out that technology too. And 726 00:48:25,650 --> 00:48:28,930 then lastly, I mentioned that we have a value consulting 727 00:48:28,930 --> 00:48:31,890 and business consulting team, whereas as part of the process 728 00:48:31,890 --> 00:48:36,050 and working with you, we look to help you with 729 00:48:36,080 --> 00:48:39,500 the financial models and the business benefit and benchmarks that 730 00:48:39,500 --> 00:48:42,690 you need to help justify the solution, and then can 731 00:48:42,690 --> 00:48:45,340 we follow up with you and working with you in 732 00:48:45,420 --> 00:48:50,670 understanding how you can realize that information and prove it 733 00:48:50,670 --> 00:48:52,760 out to share with your key stakeholders that were a 734 00:48:52,760 --> 00:48:55,970 part of the decision and in investing to begin with. 735 00:48:56,640 --> 00:49:00,830 So those are a couple from your slide before. Claire, 736 00:49:00,830 --> 00:49:03,590 that jumped out to me in terms of AI challenges and proof 737 00:49:03,590 --> 00:49:07,120 points and how we help companies. Thank you very much 738 00:49:07,410 --> 00:49:10,650 Janelle. Okay. I'm going to change tack a little bit now. 739 00:49:10,910 --> 00:49:13,480 I don't know if you recall at the beginning, I said that 740 00:49:13,480 --> 00:49:17,290 we will be talking about this concept of data sharing. So 741 00:49:17,330 --> 00:49:21,450 what would be the value of you taking an anonymized 742 00:49:21,450 --> 00:49:24,370 set of data and sharing it with a third party 743 00:49:24,370 --> 00:49:27,650 and what could be some of the mutual benefits that 744 00:49:27,650 --> 00:49:31,320 would come out of that. And we're already seeing various examples 745 00:49:31,310 --> 00:49:34,990 across industries. I'll give you a couple of examples. So 746 00:49:35,390 --> 00:49:40,670 transportation companies sharing much more detailed supply chain data along 747 00:49:40,780 --> 00:49:42,760 the supply chain so that people can give much more 748 00:49:42,810 --> 00:49:49,790 accurate timing estimates to their customers or a telecommunications company sharing 749 00:49:49,790 --> 00:49:54,750 information about customers are switching SIM cards frequently and sharing that 750 00:49:54,860 --> 00:49:58,160 information with banks to help them identify cases of fraud. 751 00:49:58,550 --> 00:50:02,070 So various examples of where companies are looking at the 752 00:50:02,070 --> 00:50:04,990 value of their data and how in future, they might 753 00:50:04,990 --> 00:50:09,380 share it with third parties to develop AI, to develop new 754 00:50:09,380 --> 00:50:13,610 business models, to develop new supply chain efficiencies. And so 755 00:50:13,610 --> 00:50:16,970 we ask the survey respondents, what would be the greatest 756 00:50:16,970 --> 00:50:21,220 benefits of sharing data with companies in your own or 757 00:50:21,220 --> 00:50:26,840 adjacent industries? And the majority 56%, say that the greatest benefit they 758 00:50:26,840 --> 00:50:32,240 could foresee will be faster and more transparent supply chains 759 00:50:32,580 --> 00:50:36,600 followed by faster and more innovative product development and then 760 00:50:36,620 --> 00:50:41,190 new and enhanced customer services and experiences. And I know 761 00:50:41,190 --> 00:50:45,770 that Genesys has been taking some initiatives looking into this 762 00:50:45,770 --> 00:50:48,500 space of data sharing. Janelle, can you give us a 763 00:50:48,500 --> 00:50:50,360 couple of examples of what you see this kind of 764 00:50:51,060 --> 00:50:56,730 the value of sharing data to be. Well, absolutely. So 765 00:50:56,730 --> 00:51:00,240 when it comes to sharing data, I'll go back to 766 00:51:00,240 --> 00:51:03,360 some of the obstacles, right? So if you go to 767 00:51:03,360 --> 00:51:07,010 the next slide real quick Claire and I look at 768 00:51:07,330 --> 00:51:13,530 the second bar chart, as a technology provider, the second 769 00:51:13,530 --> 00:51:17,050 one here jumps out to me as something where along 770 00:51:17,050 --> 00:51:20,240 with global tech companies, we can be part of removing 771 00:51:20,240 --> 00:51:24,700 the obstacles associated with managing and transforming that data across 772 00:51:24,700 --> 00:51:27,810 many systems, because if you're going to share it, you need 773 00:51:27,810 --> 00:51:30,830 to have it sort of in a shareable format to 774 00:51:30,830 --> 00:51:35,640 begin with. So that's why Genesys has become one of 775 00:51:35,640 --> 00:51:39,380 the only providers that are part of two key initiatives 776 00:51:39,380 --> 00:51:46,340 in being able to have open APIs amongst the key 777 00:51:46,340 --> 00:51:49,200 data providers. So two that come to mind are the 778 00:51:49,200 --> 00:51:53,300 Cloud Information Model, where we partner with companies like Amazon 779 00:51:53,300 --> 00:51:56,690 and Salesforce, as well as the open data initiative, where 780 00:51:56,690 --> 00:52:01,420 we're partnering with other companies like Adobe, SAP and Microsoft. 781 00:52:01,950 --> 00:52:06,070 To really conquer this challenge for companies like you, we're 782 00:52:06,070 --> 00:52:11,600 destroying data silos. We know isn't simple but joining forces 783 00:52:11,600 --> 00:52:16,640 to establish more interoperability and data exchange in a safe 784 00:52:16,640 --> 00:52:19,540 and secure way is a step in the right direction 785 00:52:19,540 --> 00:52:24,330 that we're really excited about. Yeah. So what this chart 786 00:52:24,330 --> 00:52:28,170 shows is the developments that companies would need to see 787 00:52:28,170 --> 00:52:31,470 to be even more active in the data sharing space. 788 00:52:31,620 --> 00:52:34,350 And so 64% say that they would want to see 789 00:52:34,350 --> 00:52:38,570 greater regulatory clarity, what exactly are the rules on data 790 00:52:38,570 --> 00:52:42,750 sharing and then they'd also be looking for the agreed 791 00:52:42,750 --> 00:52:48,030 industry standards on how data can be safely, ethically, legally 792 00:52:48,030 --> 00:52:54,130 shared across organizations. And also if they saw competitors initiatives 793 00:52:54,340 --> 00:52:57,820 to increase the data that they're sharing, that might be 794 00:52:57,820 --> 00:53:03,110 something that would move them into data sharing. So the next slide, 795 00:53:04,000 --> 00:53:07,580 the next question we ask them is, how willing would you 796 00:53:07,580 --> 00:53:11,610 be to share internal data? And what we saw is 797 00:53:11,610 --> 00:53:15,430 that executives in the America, so Latin America and the 798 00:53:15,430 --> 00:53:20,080 North America are the most enthusiastic globally saying they are 799 00:53:20,080 --> 00:53:25,520 either very willing or somewhat willing to share data. In 800 00:53:25,520 --> 00:53:29,610 Asia Pacific, Europe, the Middle East and Africa, perhaps a 801 00:53:29,610 --> 00:53:32,910 little bit more hesitant too, a little bit more caution 802 00:53:32,910 --> 00:53:38,690 about data sharing perhaps it's because GDPR is very, very 803 00:53:38,690 --> 00:53:43,590 strict regulations on data sharing and just culturally more conservative 804 00:53:43,590 --> 00:53:49,130 cultures around sharing information and data. So that brings us 805 00:53:49,130 --> 00:53:52,630 to the end of the content that we wanted to 806 00:53:52,630 --> 00:53:55,760 share with you today and leaves us some time for 807 00:53:55,760 --> 00:53:59,200 Q& A, just about five minutes for Q& A. After 808 00:53:59,200 --> 00:54:03,470 that, I will share some key takeaways from this presentation 809 00:54:03,670 --> 00:54:06,360 and then Josh will come back and share some more 810 00:54:06,360 --> 00:54:08,730 of the resources that are available to you after this 811 00:54:08,730 --> 00:54:12,580 webinar. So before we get going on the Q& A 812 00:54:12,800 --> 00:54:15,090 Josh, can I just bring you back in to explain 813 00:54:15,090 --> 00:54:19,410 to the audience how it would work? Yes, absolutely. So 814 00:54:19,610 --> 00:54:22,030 for everybody who's going to participate in today's Q& A, 815 00:54:22,740 --> 00:54:25,620 there's a Q& A chat window below the slide window. If 816 00:54:25,620 --> 00:54:27,820 you put your questions in there, we'll get through as 817 00:54:27,820 --> 00:54:29,530 many as we can with the short amount of time that 818 00:54:29,530 --> 00:54:32,140 we have. But we do encourage you to go ahead 819 00:54:32,140 --> 00:54:34,430 and throw those questions in there, because even if we 820 00:54:34,430 --> 00:54:36,750 don't answer them aloud, we will follow up with you 821 00:54:36,750 --> 00:54:40,760 via email within the next few business days. So with that, Claire, 822 00:54:40,760 --> 00:54:43,990 if you want to kick things off, go ahead. Okay. 823 00:54:44,330 --> 00:54:46,280 So also, if you don't have a question, but you 824 00:54:46,280 --> 00:54:48,890 wanted to make a comment or answer any of the 825 00:54:48,890 --> 00:54:51,560 questions that I've got up on the slide, how is 826 00:54:51,560 --> 00:54:54,390 AI making an impact in your business? What challenges have you 827 00:54:54,660 --> 00:54:57,720 seen? Have you seen the examples of data sharing in your 828 00:54:57,720 --> 00:55:00,520 industry? So while we wait for some questions to come 829 00:55:00,520 --> 00:55:03,130 in, if they're going to, Aarde, I'd like to ask 830 00:55:03,130 --> 00:55:06,590 you, what would you say is your greatest lesson learned 831 00:55:06,620 --> 00:55:12,690 having been on this AI journey in your business? Yeah, this is a great 832 00:55:12,690 --> 00:55:16,530 question. And the lessons learned kind of change over time 833 00:55:16,530 --> 00:55:20,500 and depending on where you are in the journey either 834 00:55:21,140 --> 00:55:23,750 just deploying your first one or about to deploy your 835 00:55:23,750 --> 00:55:29,250 first AI or bot or tool or where we're kind 836 00:55:29,250 --> 00:55:32,600 of we are now where we've had bots in place 837 00:55:32,600 --> 00:55:36,110 for more than a year, and now we're trying to optimize 838 00:55:36,110 --> 00:55:37,840 or see what the next step is. I think the 839 00:55:37,840 --> 00:55:42,360 biggest challenge is getting executive buy- in. You have to 840 00:55:42,360 --> 00:55:44,460 get buy- in at the highest level. It has to 841 00:55:44,460 --> 00:55:47,210 be a company initiative. I know it's very easy to 842 00:55:47,210 --> 00:55:50,970 start in a specific silo like customer service or sales 843 00:55:51,960 --> 00:55:56,370 and you can see some traumatic results, but it took 844 00:55:56,370 --> 00:55:59,290 for it to get the highest impact, it's really important 845 00:55:59,290 --> 00:56:01,020 to get it all the way to your C- suite, 846 00:56:01,020 --> 00:56:07,990 your COO, your CEO or even the director of IT 847 00:56:08,330 --> 00:56:12,470 or CIO. I think that's the biggest challenge, and it's 848 00:56:12,470 --> 00:56:15,910 not necessarily a challenge because they're not interested in investing 849 00:56:15,910 --> 00:56:18,380 in it, it's a challenge in articulating how it could 850 00:56:18,380 --> 00:56:22,990 probably support some sort of business obstacle that they have 851 00:56:23,710 --> 00:56:25,830 that's in front of. I would say that's our biggest 852 00:56:26,190 --> 00:56:30,960 challenge. Yeah. Okay. So we have a very interesting question that's come 853 00:56:30,960 --> 00:56:35,670 in and Janelle, I think it's one that we can 854 00:56:35,670 --> 00:56:38,630 put to you a question from a gentleman called Ignacio. 855 00:56:38,960 --> 00:56:41,890 So in a few words, what is the company missing if 856 00:56:41,890 --> 00:56:45,200 they are not using AI on their customer service model? 857 00:56:47,730 --> 00:56:49,800 Well, if I could say two words, I would say 858 00:56:49,800 --> 00:56:54,350 business benefits. So hopefully of what you've seen from the 859 00:56:54,350 --> 00:56:57,960 examples that we've shown and what Aarde described as well 860 00:56:57,960 --> 00:57:03,240 as is that, in order to achieve efficiencies at scale, 861 00:57:03,360 --> 00:57:07,940 to achieve improved customer experience at scale to increase revenue, 862 00:57:08,560 --> 00:57:12,410 there's real power with the use of artificial intelligence to 863 00:57:12,760 --> 00:57:16,460 be able to real time provide insights and actions that 864 00:57:16,460 --> 00:57:20,510 drive business results and business outcomes. So that I would say 865 00:57:20,510 --> 00:57:23,750 you might have great customer experience already, you might be 866 00:57:23,750 --> 00:57:26,780 missing an opportunity to take that to the next level 867 00:57:26,780 --> 00:57:35,020 if you don't incorporate AI. Okay. So a comment from 868 00:57:35,020 --> 00:57:38,570 a lady called Carra, so we use Chatbots in place and 869 00:57:38,570 --> 00:57:41,600 have seen some positive results and are looking to take 870 00:57:41,600 --> 00:57:44,280 it to the level of full integration with our live 871 00:57:44,280 --> 00:57:48,320 chat. So Janelle, what would you think that their business 872 00:57:48,320 --> 00:57:53,570 needs to consider as they're making that next step? Well, 873 00:57:53,570 --> 00:57:56,840 it's hard to say not knowing how they're using Chatbots 874 00:57:56,840 --> 00:57:59,910 today honestly but maybe Aarde I could ask for your 875 00:57:59,910 --> 00:58:03,800 opinion on this one having really been very close to 876 00:58:03,800 --> 00:58:10,290 the implementation at Textile. Yeah. So I would say if 877 00:58:10,290 --> 00:58:12,700 you're just starting out with Chatbots, you're probably doing an 878 00:58:12,700 --> 00:58:17,640 FAQ bot that's learning the intent and then reporting back some 879 00:58:17,640 --> 00:58:21,510 sort of basic information from an FAQ guide. I would 880 00:58:21,510 --> 00:58:25,030 say the next level to that is integrating denigrations into 881 00:58:25,030 --> 00:58:28,980 your CRM or whatever tool sets that you have so 882 00:58:28,980 --> 00:58:32,330 that instead of just reading back some content, you could 883 00:58:32,330 --> 00:58:35,710 actually perform actions for your customers and truly give them 884 00:58:35,710 --> 00:58:39,870 self service. Think of it as like, " Can you reset 885 00:58:39,870 --> 00:58:42,960 my password?" And instead of it saying, " You could reset 886 00:58:42,960 --> 00:58:45,900 your password by logging in and clicking the reset password 887 00:58:45,900 --> 00:58:48,710 button." Instead, it would say, " Sure. I could reset your 888 00:58:48,710 --> 00:58:52,180 password. Let me go ahead and send you an SMS 889 00:58:52,180 --> 00:58:55,660 text message, click that link." And it'll reset it. It'll 890 00:58:55,660 --> 00:59:01,100 expire in 10 minutes, something like that. So actionable, we 891 00:59:01,100 --> 00:59:04,940 call this virtual assistants versus just a Chatbot, that would be 892 00:59:05,000 --> 00:59:08,470 the next level. And then I guess kind of piggybacking 893 00:59:08,470 --> 00:59:12,080 off the first QA question, what you would miss by 894 00:59:12,080 --> 00:59:16,660 not implementing AI. And I think Janelle hit this on 895 00:59:16,660 --> 00:59:21,160 the head, it's business insights, it's KPIs and metrics that 896 00:59:21,160 --> 00:59:22,880 you can now measure. It's going to open up a 897 00:59:22,880 --> 00:59:26,400 whole new area for you to have insights into and 898 00:59:26,400 --> 00:59:29,700 then that could help you create your customer experience and 899 00:59:29,700 --> 00:59:34,420 customer journey. I think we're at time now. So I 900 00:59:34,420 --> 00:59:37,710 better hand it to Josh who will wrap the call 901 00:59:37,710 --> 00:59:40,700 and give us some resources that build on these topics. 902 00:59:42,720 --> 00:59:46,320 Sounds good to me. So just as next steps for 903 00:59:46,320 --> 00:59:50,210 everybody, you should see the resource list just next to 904 00:59:50,210 --> 00:59:52,770 the Q& A window. Make sure you click on these 905 00:59:52,770 --> 00:59:55,330 before we end today's webcast. You can get the full 906 00:59:55,330 --> 00:59:58,680 MIT global AI agenda report. You can learn more about 907 00:59:58,680 --> 01:00:01,330 the AI power context center, and you can even get 908 01:00:01,330 --> 01:00:04,670 started today by building AI capabilities into your call center. 909 01:00:05,470 --> 01:00:07,520 So again, make sure that you click on that before we 910 01:00:07,520 --> 01:00:12,050 close out today. Also to wrap up, make sure you 911 01:00:12,050 --> 01:00:14,070 continue to throw questions that you still have, even though 912 01:00:14,070 --> 01:00:15,510 we ran out of time, we do want to make 913 01:00:15,510 --> 01:00:17,690 sure that we answer any questions. So throw those into 914 01:00:17,690 --> 01:00:20,320 the Q& A window before we end today. And I'll be 915 01:00:20,320 --> 01:00:23,740 sure to answer as many as we can via email 916 01:00:23,740 --> 01:00:27,470 within the next few business days. Also after today's webinar, 917 01:00:27,470 --> 01:00:30,760 you're going to see a short survey pop up. We 918 01:00:30,760 --> 01:00:33,420 make sure that we tailor webinars towards what you want 919 01:00:33,420 --> 01:00:38,210 to learn more about. So be sure to throw your 920 01:00:38,210 --> 01:00:41,510 responses into the survey and click submit before today's session 921 01:00:41,510 --> 01:00:43,860 ends and we'll be sure to incorporate that feedback in 922 01:00:43,860 --> 01:00:47,650 the future. And also be sure to take a look 923 01:00:47,650 --> 01:00:50,840 at our podcast below. We have a new podcast called 924 01:00:50,840 --> 01:00:54,590 Tech Talks in Twenty where we discuss topics that you 925 01:00:54,590 --> 01:00:57,810 want to hear in just about 20 minutes. So you 926 01:00:57,810 --> 01:01:01,550 are welcome to listen today. So with all that being 927 01:01:01,550 --> 01:01:04,450 said on behalf of Janelle, Claire and Aarde and the 928 01:01:04,450 --> 01:01:07,160 entire Genesys team, we thank you again for joining today's 929 01:01:07,160 --> 01:01:11,750 webcast AI in the Contact Center: The Promise, Reality and Future. 930 01:01:12,030 --> 01:01:17,540 Until next time, have a good one everyone. Bye. Thank 931 01:01:17,870 --> 01:01:18,020 you.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t894QAA"] Meet the Speakers Claire Beatty Editorial Director for International Markets MIT Technology Review Insights Aarde Cosseboom Sr. Director of GMS Technology, Product, & Analytics TechStyle Janelle Dieken Senior Vice President, Product Marketing Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Regardless of the channel, citizens are demanding better customer experiences from the government. However, without proper solutions, fulfilling that customer experience request is not easy. View this OnDemand fireside chat to hear government and industry experts discuss how agencies are able to enhance customer experience using secure cloud solutions. Specifically, you’ll explore: Why achieving a better customer experience is critical for government at all levels How agencies transform their customer experience approach with the cloud Actionable steps to overcome customer experience obstacles [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7z4QAA" ar_url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you" url="https://www.genesys.com/campaign/govloop-firesidechat-how-the-cloud-can-enhance-customer-experience-thank-you"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Anne Petersen Director of Experience Design, 18F [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Citizens want to quickly access and trust the information they receive from government agencies, in both times of emergency and tranquility. The Cloud gives agencies the technology tools they need to consistently deliver the right message, to the right person, at the right time, and that successful, secure delivery goes a long way to improving citizen trust. During this OnDemand fireside chat, government and industry experts share how to enhance communication and improve citizen trust. Specifically, you’ll explore: How a secure cloud solution can make a positive impact on citizen trust in government. The biggest barriers facing agencies looking to deliver accurate and timely information to citizens. How successful agencies have implemented reliable cloud solutions for their citizen services. [mktoform form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cms_hold="RG" cid_id="7011T000001t7yzQAA" url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust" ar_url="https://www.genesys.com/campaign/govloop-fireside-chat-how-the-cloud-can-impact-citizen-trust"] Meet the Speakers Dave York Senior Vice President, US Public Sector Genesys Barbara Morton Deputy Chief, Veteran’s Experience Office Veterans Affairs Department Webinar Bytes [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. In these webinar bytes, learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers David Totten CTO, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,060 Genesys and Microsoft have brought 2 00:00:02,060 --> 00:00:03,590 all this technology together to 3 00:00:03,590 --> 00:00:05,030 be able to allow and 4 00:00:05,030 --> 00:00:06,800 create what we believe are 5 00:00:06,800 --> 00:00:10,000 these important, empathetic moments, and 6 00:00:10,000 --> 00:00:11,630 that, when you have empathy, 7 00:00:12,050 --> 00:00:13,880 it leads to trust and 8 00:00:13,880 --> 00:00:16,040 it leads to loyalty. Because 9 00:00:16,040 --> 00:00:17,360 we all know, when you 10 00:00:17,360 --> 00:00:18,520 create a one- on- one 11 00:00:18,530 --> 00:00:20,140 relationship, and we all know 12 00:00:20,140 --> 00:00:21,150 this in our own daily 13 00:00:21,150 --> 00:00:24,540 lives. The more I know 14 00:00:24,540 --> 00:00:26,620 about you and the more I 15 00:00:26,620 --> 00:00:29,590 understand about your situation, and 16 00:00:29,990 --> 00:00:30,740 when I can have that 17 00:00:30,740 --> 00:00:33,650 empathetic connection, it really just 18 00:00:33,650 --> 00:00:35,070 leads to a better outcome. 19 00:00:36,120 --> 00:00:37,450 That's what we call experiences as 20 00:00:37,450 --> 00:00:41,770 a service. That's how personalization 21 00:00:42,620 --> 00:00:44,970 empathy, really driving that connection, 22 00:00:45,720 --> 00:00:48,000 creating that trust, creating loyalty 23 00:00:48,240 --> 00:00:50,220 will then ensure that that 24 00:00:50,220 --> 00:00:52,620 switching costs doesn't become an 25 00:00:52,620 --> 00:00:56,170 issue because that personalized experience 26 00:00:56,470 --> 00:01:00,010 is ensuring that loyalty. Yeah. 27 00:01:00,470 --> 00:01:02,190 Let me add to that quickly, Jeff. 28 00:01:02,690 --> 00:01:03,990 It's interesting because now, it 29 00:01:04,200 --> 00:01:05,790 used to be, if a 30 00:01:05,790 --> 00:01:08,010 customer felt like the company 31 00:01:08,010 --> 00:01:10,380 knew them, or remembered their 32 00:01:10,380 --> 00:01:12,150 information, or had their details, 33 00:01:12,150 --> 00:01:13,650 or had their preferences while 34 00:01:13,650 --> 00:01:15,030 coming in the door, that 35 00:01:15,030 --> 00:01:15,920 used to be almost a 36 00:01:15,920 --> 00:01:16,730 nice to have, or a 37 00:01:16,730 --> 00:01:18,110 great tab. That's a great 38 00:01:18,680 --> 00:01:19,780 experience to have. Now it's 39 00:01:19,780 --> 00:01:20,670 becoming a little bit more 40 00:01:20,670 --> 00:01:24,180 of an expectation. The power 41 00:01:24,180 --> 00:01:25,340 of the internet and how 42 00:01:25,340 --> 00:01:27,000 we engage with different services 43 00:01:27,000 --> 00:01:29,360 across the internet and mobile 44 00:01:29,560 --> 00:01:31,760 technologies now has created this 45 00:01:31,760 --> 00:01:34,680 expectation that companies we interact 46 00:01:34,680 --> 00:01:35,640 with, who we share data 47 00:01:35,640 --> 00:01:37,000 with, who we transact with, 48 00:01:37,310 --> 00:01:38,740 know who I am, what 49 00:01:38,740 --> 00:01:39,930 my preferences are and what 50 00:01:39,930 --> 00:01:40,680 I want to do when 51 00:01:40,680 --> 00:01:41,940 I come into their platform. 52 00:01:42,630 --> 00:01:45,180 It's not just necessarily experiences as 53 00:01:45,180 --> 00:01:46,280 a service. I always call 54 00:01:46,280 --> 00:01:48,150 it experience as an expectation 55 00:01:49,330 --> 00:01:52,170 that we want that personalized 56 00:01:52,170 --> 00:01:53,940 approach that anybody that we 57 00:01:53,940 --> 00:01:54,850 interact with, or that we 58 00:01:54,850 --> 00:01:56,610 have commerce with, really knows 59 00:01:56,610 --> 00:01:57,840 who we are, why I'm 60 00:01:57,840 --> 00:01:58,890 at their platform and what 61 00:01:58,890 --> 00:01:59,870 I want to do with 62 00:01:59,870 --> 00:02:05,370 them. Oh, 100% David. The 63 00:02:05,770 --> 00:02:10,510 research confirms this, that organizations 64 00:02:10,570 --> 00:02:14,370 that grow the personalization and 65 00:02:14,370 --> 00:02:16,650 establish loyalty is good for 66 00:02:16,650 --> 00:02:19,640 business. The Harvard business review 67 00:02:19,640 --> 00:02:21,870 here has confirmed that. There's 68 00:02:21,870 --> 00:02:24,310 lots of other strong research 69 00:02:24,370 --> 00:02:26,170 that just shows, when you 70 00:02:26,170 --> 00:02:27,790 start with the customer experience 71 00:02:29,020 --> 00:02:31,410 and create loyalty, it's not 72 00:02:31,410 --> 00:02:32,970 just good for the customer, 73 00:02:33,090 --> 00:02:33,790 but it's great for the 74 00:02:33,790 --> 00:02:34,320 business. AppFoundry Webinar How to launch self-service knowledge fast [cutoff co_thick="2px"]Wednesday, July 8, 2020 at 8AM PST This webinar will show how to roll out 24/7 customer self-service and immediately relieve your contact center. The deployment is much faster than you might think—but only if done in the right way. Done correctly, this rollout will facilitate self-service interactions within the first three-to-ten days of deployment. Within weeks, you can expect self-service interactions to outstrip assisted interactions. This is good news for customer experience, contact center efficiency and for your company. You'll learn: The core pieces every company needs to quickly and successfully roll out self-service Expected timeline and outcomes for rapid-launch self-service deployments Use cases from MindTouch customers that have successfully launched self-service on compressed timelines Sign up for this webinar today.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t7zTQAQ"] Meet the Speaker Aaron Rice CEO MindTouch CX Heroes Webinar Series Five successful habits of a CX Hero [cutoff co_thick="2px"][webinarschedulesingle]Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service. That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems. The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing. In this CX Heroes webinar, you will learn how AB Sappa: Establishes skills that every agent should have Handles difficult customers with finesse Recognizes and rewards agents Turns customers into brand advocates Get personalization right for their customers Celebrate the people who drive excellent customer service— and the technology that empowers them. The CX Heroes program acknowledges the select few who have applied their skills, talents and empathy to make a real difference in people’s lives.​ The result? Truly authentic, personal, meaningful experiences that customers recognize as special.[cutoff co_thick="2px"]1 00:00:11,460 --> 00:00:16,000 Hello everyone. And welcome to our CX heroes webinar on 2 00:00:16,000 --> 00:00:20,890 five successful habits of a CX hero. We're really excited 3 00:00:20,890 --> 00:00:25,060 today, all the way from Sweden to have Katarina Cervell 4 00:00:25,160 --> 00:00:30,480 and Jacob Dalnäs from Sappa. So, welcome to you both. 5 00:00:30,810 --> 00:00:35,820 Jacob is CX hero. So, congratulations Jacob for being named 6 00:00:35,820 --> 00:00:38,830 CX hero. We're really excited to have you here, and 7 00:00:38,830 --> 00:00:40,650 later on, in the webinar, we're going to have you 8 00:00:40,650 --> 00:00:46,710 tell your story of what earned you this distinction. But 9 00:00:46,710 --> 00:00:49,729 before we start off, Katarina, I'd love to have you 10 00:00:49,729 --> 00:00:54,650 tell us a little bit about Sappa. Absolutely. I'll do 11 00:00:54,650 --> 00:00:59,460 that. Sappa is the fourth largest telecom company in Sweden, 12 00:00:59,510 --> 00:01:04,580 and we deliver TV, broadband to our customer throughout Sweden. 13 00:01:05,430 --> 00:01:10,950 And we also deliver digital care services for elderly people. 14 00:01:10,950 --> 00:01:14,160 So, they can stay at home longer and feel safe, 15 00:01:14,160 --> 00:01:19,030 and their relatives can feel safe. And our mission is 16 00:01:19,030 --> 00:01:23,230 to be the most customer- friendly company in Sweden.[crosstalk 00:01: 17 00:01:23,230 --> 00:01:30,360 25]- That sounds great. Yeah. That sounds great. Well, we're 18 00:01:30,360 --> 00:01:33,130 really excited to have you here and excited to dive 19 00:01:33,130 --> 00:01:38,550 into what makes an effective CX hero. So, as we 20 00:01:38,550 --> 00:01:41,020 get a little deeper into the webinar here, you're going 21 00:01:41,020 --> 00:01:44,260 to learn five ways to improve customer service and establish 22 00:01:44,260 --> 00:01:48,060 successful habits that you can use every day. You'll be 23 00:01:48,060 --> 00:01:52,130 able to" Establish skills that every agent should have." We'll 24 00:01:52,130 --> 00:01:56,120 show you how to" Handle difficult customers with finesse," how- 25 00:01:56,120 --> 00:02:00,030 to" Recognize and reward your agents," how- to" Turn customers 26 00:02:00,030 --> 00:02:03,630 into brand advocates," and how- to" get personalization right for 27 00:02:03,630 --> 00:02:08,050 your customers." So, without further ado, let's jump right into 28 00:02:08,050 --> 00:02:12,510 it. The first habit is establishing a set of skills 29 00:02:12,510 --> 00:02:14,770 that every agent should have. And as you see on this 30 00:02:14,770 --> 00:02:17,840 slide here, we have listed 10 skills that we at 31 00:02:17,840 --> 00:02:21,110 Genesys feel are really important skills. These are certainly not 32 00:02:21,110 --> 00:02:26,120 every skill, but this is a really good, basic set 33 00:02:26,120 --> 00:02:28,919 of skills that we think are important. So, as you 34 00:02:28,919 --> 00:02:33,419 have a chance to look at this Katarina from your point 35 00:02:33,419 --> 00:02:36,590 of view, which two of these skills do you think 36 00:02:36,590 --> 00:02:40,700 are the most important to providing good customer service? Or 37 00:02:40,700 --> 00:02:42,320 if you see a skill that's not on here, is 38 00:02:42,320 --> 00:02:45,460 there something that's missing here that you think is an important skill? 39 00:02:46,700 --> 00:02:49,440 Yeah, I would like to choose all of them, but 40 00:02:51,360 --> 00:02:55,030 I would like to keep it to a smaller[ inaudible 41 00:02:55,450 --> 00:02:58,900 00: 02: 55]. In order to reach our vision, that 42 00:02:58,900 --> 00:03:02,470 is to be the most customer- friendly company, I think 43 00:03:02,470 --> 00:03:06,880 that it's very important that advisors like Jacob is a 44 00:03:06,880 --> 00:03:12,930 good listener to the customer and also to be assertiveness 45 00:03:13,100 --> 00:03:18,590 to the customer's needs and also get on the same 46 00:03:18,590 --> 00:03:22,419 level as the customer. So, that's very important, but I 47 00:03:22,419 --> 00:03:25,610 think the most important thing for us is that our 48 00:03:25,610 --> 00:03:31,770 advisors are genuine and themselves because that's creates a relation 49 00:03:31,930 --> 00:03:34,650 with the customer and that's very, very important for us. 50 00:03:36,950 --> 00:03:39,610 Yeah. That makes a lot of sense. That authentic bond 51 00:03:39,610 --> 00:03:42,030 with a customer that lets them know that you're truly 52 00:03:42,030 --> 00:03:44,610 listening to them and you truly understand where they're coming 53 00:03:44,610 --> 00:03:50,040 from. Yeah. Yeah. Jacob, what about you? You are talking 54 00:03:50,260 --> 00:03:54,080 to customers all the time. Looking at this list here, 55 00:03:54,080 --> 00:03:59,870 which two skills are most important? I think I put 56 00:03:59,870 --> 00:04:02,610 the two of them together as one actually, and it's 57 00:04:02,860 --> 00:04:06,960 listening and attentiveness. I put this one because I think 58 00:04:06,960 --> 00:04:10,620 they go kind of hand in hand. I think it's 59 00:04:10,660 --> 00:04:15,270 very important to listen and to also pay attention because 60 00:04:15,370 --> 00:04:18,339 then you can pick up the things that the customer 61 00:04:18,400 --> 00:04:23,680 is maybe not telling you because, in my experience, they 62 00:04:23,680 --> 00:04:28,210 don't give their every need at once when they call 63 00:04:28,210 --> 00:04:30,910 you because they might be nervous or they have waited 64 00:04:30,910 --> 00:04:34,940 for a long time. So, it's about reading the signals 65 00:04:35,560 --> 00:04:38,620 and just listening and paying attention to what they say. 66 00:04:39,350 --> 00:04:42,130 And then you can find many more needs than the 67 00:04:43,100 --> 00:04:46,700 one recent, that they are calling you. And after that, 68 00:04:47,529 --> 00:04:53,400 it's resourcefulness that I took because when you listen and 69 00:04:53,400 --> 00:04:57,400 you find all the things that the customer needs, then 70 00:04:57,400 --> 00:05:00,900 you also need to be creative to solve the issue. 71 00:05:00,960 --> 00:05:05,060 Because many times it's might not be our services that 72 00:05:05,060 --> 00:05:09,089 is the best solution for the customer. It might be 73 00:05:09,089 --> 00:05:11,880 something else. So, you will have to be creative and 74 00:05:11,880 --> 00:05:16,270 see in what way you can help the customer. And 75 00:05:17,880 --> 00:05:22,450 I also want to agree with Katarina on being on 76 00:05:22,450 --> 00:05:25,810 the same level as the customer is important like you 77 00:05:25,810 --> 00:05:29,700 speak the same language. And so you kind of have 78 00:05:29,700 --> 00:05:35,670 to be like a chameleon. You have to adapt to 79 00:05:35,670 --> 00:05:39,089 who you talk to and speak their language. So they understand 80 00:05:39,089 --> 00:05:41,390 you and that you feel a special connection with them. 81 00:05:42,010 --> 00:05:44,980 And of course, it has to be genuine also. I 82 00:05:44,980 --> 00:05:48,200 think you can tell very clearly when someone is reading 83 00:05:48,200 --> 00:05:51,140 from a script or they have been trained to say 84 00:05:51,140 --> 00:05:54,980 certain things. So, it needs to come from the heart too. 85 00:05:56,610 --> 00:05:59,140 That makes lot of sense. It sounds from hearing you 86 00:05:59,140 --> 00:06:03,450 talk, an important part of it is not only listening 87 00:06:03,450 --> 00:06:07,930 to what they say but picking up cues on understanding 88 00:06:07,930 --> 00:06:10,770 what they're not saying and trying to fill in the 89 00:06:10,770 --> 00:06:13,540 blanks for other things that they might need to. Is 90 00:06:13,540 --> 00:06:19,760 that right? Yeah, absolutely. And we hire personalities like Jacob 91 00:06:20,070 --> 00:06:27,160 here, so... That's great. Well, I think that's really good 92 00:06:27,160 --> 00:06:31,980 advice here. So moving on to habit number two. One 93 00:06:31,980 --> 00:06:35,650 thing that I think anyone who works in customer service 94 00:06:36,770 --> 00:06:41,040 has dealt with is handling difficult customers. And handling difficult 95 00:06:41,040 --> 00:06:45,650 customers with finesse and treating them well is a real 96 00:06:45,650 --> 00:06:49,380 skill in and of itself. 95% of customers tell others 97 00:06:49,380 --> 00:06:52,420 about a bad experience. So, a customer that has a 98 00:06:52,420 --> 00:06:55,640 bad experiences is likely to complain about it. So, it 99 00:06:55,640 --> 00:06:58,560 makes it all the more important to be able to 100 00:07:01,110 --> 00:07:02,730 deal with the customer who might not be in the 101 00:07:02,730 --> 00:07:05,120 greatest mood or might not be in the greatest situation 102 00:07:05,120 --> 00:07:08,240 and try to get them to a good spot. So, 103 00:07:09,720 --> 00:07:15,760 Katarina, how does Sappa, as an organization, how do you 104 00:07:15,930 --> 00:07:19,990 train advisers to deal with frustrated customers, and what's your 105 00:07:19,990 --> 00:07:23,800 overall philosophy on helping customers who might be frustrated or 106 00:07:23,800 --> 00:07:28,180 in a bad place? First of all, we work with 107 00:07:28,180 --> 00:07:33,530 a professional coach. We worked with Jessica for several years. And 108 00:07:33,530 --> 00:07:36,390 she comes to our office every third week, not now, 109 00:07:36,440 --> 00:07:39,800 but now we do these digital, but she comes to 110 00:07:39,800 --> 00:07:43,470 the office every third week, and she trains and develops 111 00:07:43,470 --> 00:07:48,510 our advisors. And there's a really good relationship between this 112 00:07:48,510 --> 00:07:52,870 coach and our advisors. And it's a lot about listening 113 00:07:52,870 --> 00:07:57,140 to the customer and getting the customer to understand that 114 00:07:57,140 --> 00:08:01,310 we have a common goal with this conversation we're going 115 00:08:01,310 --> 00:08:04,370 in the same direction. So, we need to be on 116 00:08:04,370 --> 00:08:08,120 the same side. So, we work a lot with that. 117 00:08:08,440 --> 00:08:11,760 And then it's very interesting because there is a customer 118 00:08:11,760 --> 00:08:19,780 survey in Sweden, that's called Swedish... Quality Index. Yeah. Quality Index. Thank 119 00:08:19,780 --> 00:08:24,750 you. And we are the only company in telecom business 120 00:08:24,750 --> 00:08:29,850 that has a positive effect on with contact with the 121 00:08:29,850 --> 00:08:33,530 customers. So, for often when they call us, they could 122 00:08:33,530 --> 00:08:36,270 have a problem, or they can ask question, but although 123 00:08:36,540 --> 00:08:40,320 frustrated, they are very happy after they've been talking to 124 00:08:40,320 --> 00:08:43,559 us. And we are the only companies that has that. So, 125 00:08:44,420 --> 00:08:48,670 our advisors are very good at talking and listening and 126 00:08:48,670 --> 00:08:51,960 understanding and get on the same level, the same page 127 00:08:51,960 --> 00:08:55,950 as the customer. So, we train a lot, and they 128 00:08:55,950 --> 00:09:01,610 are helping each other also. Yep, that's great. And Jacob, how 129 00:09:01,610 --> 00:09:04,130 about you? You are on the front lines everyday dealing 130 00:09:04,130 --> 00:09:06,580 with customers. I'm sure you've had your fair share of 131 00:09:07,429 --> 00:09:13,910 experiences with customers that are not the happiest. Absolutely. What 132 00:09:13,910 --> 00:09:19,630 do you find that works best? I think mostly you 133 00:09:21,030 --> 00:09:24,050 have to make the customer just understand that you are 134 00:09:24,050 --> 00:09:30,270 on the same side. And here in this situation is 135 00:09:30,270 --> 00:09:35,190 probably the most important out of any situation to speak 136 00:09:35,190 --> 00:09:39,070 the same language as the customer. If he calls in 137 00:09:39,130 --> 00:09:42,809 and he's pissed off at Sappa, then I will be 138 00:09:42,880 --> 00:09:47,300 pissed off at Sappa too. And if he's pissed off 139 00:09:47,300 --> 00:09:49,300 with my colleague, I will also be pissed off with 140 00:09:49,300 --> 00:09:54,880 my colleague. And I will agree with him, and we 141 00:09:54,880 --> 00:09:58,830 will speak the same language. Of course, I won't throw 142 00:09:58,830 --> 00:10:02,570 anyone under the bus, not the company or my colleagues, 143 00:10:02,570 --> 00:10:07,380 but I think it's important to show the customers that 144 00:10:07,380 --> 00:10:10,630 we are not getting defensive when things are going wrong. 145 00:10:11,559 --> 00:10:15,590 We accept that things can go wrong, and we take 146 00:10:15,590 --> 00:10:20,540 responsibility in those situations. So, usually an angry customer, I 147 00:10:20,540 --> 00:10:24,760 usually try to take as a challenge. And the challenge 148 00:10:24,780 --> 00:10:28,890 is that before the customer hangs up, we are going 149 00:10:28,890 --> 00:10:31,570 to be on the same page, even if he didn't 150 00:10:31,570 --> 00:10:33,780 get as he wanted or I didn't get as I 151 00:10:33,780 --> 00:10:36,080 wanted, then we can still be on the same page 152 00:10:36,480 --> 00:10:40,150 and understand each other. And as soon as they start 153 00:10:40,150 --> 00:10:44,929 to realize that I am the solution to their problem, they 154 00:10:44,929 --> 00:10:48,070 usually start to bring their guard down, and they have 155 00:10:48,070 --> 00:10:52,280 a different attitude. So, it's just a matter of bringing 156 00:10:52,280 --> 00:10:58,540 their guard down and being on their side. So you really need 157 00:10:58,730 --> 00:11:02,179 to be able to demonstrate some empathy and show them 158 00:11:02,179 --> 00:11:08,170 that you not only understand logically what their problem is 159 00:11:08,429 --> 00:11:13,190 but that you feel for them. Right. Yeah. You are understanding 160 00:11:13,190 --> 00:11:19,520 where they're coming from emotionally. Yep. Yeah. That's great. Well, 161 00:11:19,520 --> 00:11:24,090 that's[crosstalk certainly[crosstalk 00:11: 20]... That was something that our customer was 162 00:11:24,280 --> 00:11:27,320 asking for. When Sappa was started, I wanted a warm and 163 00:11:27,320 --> 00:11:32,550 friendly supplier, and that's really what this guy started giving our customers. 164 00:11:34,650 --> 00:11:36,870 And you, Katarina. I'd love to hear you talk about that 165 00:11:37,150 --> 00:11:40,720 just a little bit more. Sappa has a really great reputation for being 166 00:11:40,720 --> 00:11:45,380 able to deliver customer service. Isn't that right? Yeah, that's 167 00:11:45,380 --> 00:11:50,179 right. We have been two years in a row, we 168 00:11:50,179 --> 00:11:57,690 have had the first place in the survey, like I 169 00:11:57,690 --> 00:12:01,440 told you before. And the customer thinks that we are 170 00:12:01,440 --> 00:12:05,700 really doing what we are saying in our corporate values. 171 00:12:05,960 --> 00:12:10,330 We are being friendly to the customers. We are listening. 172 00:12:10,330 --> 00:12:16,630 We are being the worker. We go the extra mile 173 00:12:16,679 --> 00:12:20,470 for the customers. So, we're really doing what we are 174 00:12:20,470 --> 00:12:25,020 saying in our values and our culture. We're really living 175 00:12:25,020 --> 00:12:28,950 the culture internally, and the customer can feel it all 176 00:12:28,950 --> 00:12:32,050 the way. So, that's nice. We actually have a good 177 00:12:34,130 --> 00:12:37,809 quotation from our CEO because he tells us on a 178 00:12:37,809 --> 00:12:43,390 regular basis to always think no corporate bullshit. And it's 179 00:12:43,390 --> 00:12:46,530 just funny to hear something like that from your CEO. 180 00:12:47,280 --> 00:12:53,710 It shows the difference in the values. Yeah. And I think customers 181 00:12:53,710 --> 00:12:58,920 can tell that difference too. And your reputation, I think, 182 00:12:58,920 --> 00:13:03,429 is known in Sweden as an organization that cares about 183 00:13:03,530 --> 00:13:06,059 customer service. And this leads us... I think it's a 184 00:13:06,059 --> 00:13:09,890 really great segue into the third habit, which is making 185 00:13:09,890 --> 00:13:12,429 sure that you recognize and reward agents for doing a 186 00:13:12,450 --> 00:13:17,610 good job. The CX heroes program is all about recognizing 187 00:13:17,670 --> 00:13:20,520 advisors and agents who go above and beyond to provide 188 00:13:20,520 --> 00:13:26,390 great service. And Jacob... Jacob, excuse me, congratulations on being 189 00:13:26,390 --> 00:13:30,530 named CX hero. We at Genesys are really excited to 190 00:13:30,530 --> 00:13:34,360 have you as a CX hero. And I think Sappa's 191 00:13:34,360 --> 00:13:39,070 reputation for great customer service was part of what led 192 00:13:39,070 --> 00:13:44,450 to the story that led to you becoming a CX 193 00:13:44,450 --> 00:13:47,030 hero. I would love to have you tell us your 194 00:13:47,030 --> 00:13:54,990 story that got you this honor. Yeah. Of course. We 195 00:13:54,990 --> 00:13:59,179 are always encouraged to help our customers as much as 196 00:13:59,179 --> 00:14:03,770 we can, even if they don't call and have a problem 197 00:14:03,770 --> 00:14:08,650 with our services, we always try to help them. And 198 00:14:08,870 --> 00:14:12,670 this time it was a customer that called, and I 199 00:14:12,670 --> 00:14:16,940 asked her to just normal, and he sounded a little 200 00:14:18,140 --> 00:14:20,930 shooked on the phone. And he was explaining to me 201 00:14:20,930 --> 00:14:23,560 that he was too scared to go out on his 202 00:14:23,560 --> 00:14:26,900 balcony here. He really needed help because he had find 203 00:14:26,900 --> 00:14:31,850 a wasp nest on a balcony, and he didn't want 204 00:14:31,850 --> 00:14:37,150 to go out. So, I didn't think... I thought it 205 00:14:37,150 --> 00:14:40,190 was a little bit strange that he called, but we 206 00:14:40,190 --> 00:14:44,180 are always encouraged to help them either way. And so, 207 00:14:44,180 --> 00:14:48,590 I was thinking what I would do myself in this 208 00:14:48,720 --> 00:14:54,070 situation. And I am very scared of wasps, so I 209 00:14:54,070 --> 00:15:01,680 could really feel his emotions. Sappa is not a pest 210 00:15:01,680 --> 00:15:08,600 control company at all. No, actually we're not. But he 211 00:15:08,600 --> 00:15:14,710 had found our phone number outside where he lives because 212 00:15:15,090 --> 00:15:18,130 we handled the TV. So when he found our number 213 00:15:18,130 --> 00:15:21,160 and, but he had called us before. So, the first 214 00:15:21,160 --> 00:15:25,150 thing I said to him was that" We are your 215 00:15:25,150 --> 00:15:29,540 TV supplier, just so And he said," Yeah. Yeah, I 216 00:15:29,540 --> 00:15:33,800 know. But you always answer, and I just panicked. So, 217 00:15:34,070 --> 00:15:37,750 I called you." So, then I just said," Of course, 218 00:15:37,750 --> 00:15:39,810 of course, we will help you." He counts on our 219 00:15:39,810 --> 00:15:43,260 help. We will give it to him. So, I started 220 00:15:43,260 --> 00:15:47,410 to look in on the internet for exterminator in this 221 00:15:47,410 --> 00:15:51,700 area, and I called the exterminator just to see if 222 00:15:51,700 --> 00:15:54,410 they are open and see if they could handle this 223 00:15:54,410 --> 00:15:59,250 type of business. And I called up the customer, and 224 00:15:59,250 --> 00:16:03,030 I transferred him to the exterminator so he could speak 225 00:16:03,030 --> 00:16:07,100 to them directly. And I don't know what happened after 226 00:16:07,100 --> 00:16:13,270 that, but I hope they helped him out. I love 227 00:16:13,270 --> 00:16:17,910 that story. And what a great example, Jacob, of you 228 00:16:18,480 --> 00:16:22,020 having the sense of empathy to understand and really feel 229 00:16:22,020 --> 00:16:25,010 what the customer is going through and to take action. 230 00:16:26,300 --> 00:16:31,730 So, not only that but the fact that you have 231 00:16:31,730 --> 00:16:35,570 contributed to a culture overall where Sappa has the reputation 232 00:16:35,570 --> 00:16:40,220 of that customer knew to call you because Sappa always 233 00:16:40,220 --> 00:16:43,990 answers and always helps to solve his problems, which I 234 00:16:43,990 --> 00:16:48,220 think speaks both individually to your work and also to 235 00:16:48,540 --> 00:16:51,440 the culture that Sappa has created. So, Katarina, I'd like 236 00:16:51,440 --> 00:16:55,440 to ask you what does Sappa do to create this 237 00:16:55,440 --> 00:16:59,930 culture and to help reward your advisors for delivering great 238 00:16:59,930 --> 00:17:05,660 service? Oh, we do a lot of things. As I 239 00:17:05,660 --> 00:17:11,609 told you before, we have this individual training very good for the customers, 240 00:17:11,750 --> 00:17:16,300 and also for the advisors, it's make them grow. Then 241 00:17:16,300 --> 00:17:20,840 we also encourage them to see possibilities inside the company. 242 00:17:20,840 --> 00:17:23,700 And we have a lot of advisors working in my 243 00:17:23,700 --> 00:17:29,760 IT sector or economy. So find new opportunities in the 244 00:17:29,760 --> 00:17:35,420 company. Then we also have something called Sappa awards. So, 245 00:17:35,420 --> 00:17:39,190 once a year, you have the chance to nominate your 246 00:17:39,190 --> 00:17:43,940 colleagues to Sappa awards. And there are different prices that 247 00:17:43,940 --> 00:17:48,990 you can win, like being the Sappa ambassador. Jacob is 248 00:17:49,230 --> 00:17:52,750 an example of being a Sappa ambassador you're going outside the 249 00:17:52,750 --> 00:17:57,010 box. You help someone, and you deliver every day, every 250 00:17:57,010 --> 00:17:59,940 hour when you are work. So, we have a lot 251 00:17:59,940 --> 00:18:03,500 of things that we'll do, and we even have the 252 00:18:03,500 --> 00:18:07,770 co- worker all the week and lots things that we 253 00:18:07,770 --> 00:18:13,320 do. That's great. So, Jacob, I have to ask you, 254 00:18:13,320 --> 00:18:16,330 is that the most unusual call that you've ever received 255 00:18:16,330 --> 00:18:21,250 or have you had calls that were even more unusual? 256 00:18:22,540 --> 00:18:28,270 I think probably the most in terms of what I 257 00:18:28,270 --> 00:18:32,220 needed to do in terms of helping him, it's probably 258 00:18:32,220 --> 00:18:39,540 the most outside of my comfort zone. But since we 259 00:18:39,540 --> 00:18:43,380 always encourage people to help the customer, no matter what, 260 00:18:43,570 --> 00:18:47,650 we have some of these calls pretty regularly where we 261 00:18:47,850 --> 00:18:52,330 go outside of our comfort zones to help them. We 262 00:18:52,330 --> 00:18:56,869 had even customers who calls from a rival company, they 263 00:18:56,869 --> 00:19:00,290 have a TV box from other company, and then we 264 00:19:00,290 --> 00:19:04,150 help them with their box because they could never get 265 00:19:04,150 --> 00:19:09,119 ahold of customer service. So, there's many situations like this, 266 00:19:09,119 --> 00:19:14,220 which just makes it very fun. So yeah, this was 267 00:19:14,220 --> 00:19:22,990 probably the most strange. That's a great one. We also 268 00:19:22,990 --> 00:19:28,260 have customer sending us picture on how the cable goes 269 00:19:28,260 --> 00:19:31,869 in their apartment. So, they follow the cable and send 270 00:19:31,869 --> 00:19:36,580 the picture all the way. And that's very interesting because 271 00:19:37,050 --> 00:19:41,640 a lot of pages with just photos of the cables. 272 00:19:45,270 --> 00:19:52,720 That does sound unusual. Yeah. Yeah. Well sort of following 273 00:19:52,720 --> 00:19:55,890 along the same topic here, the fourth habit is turning 274 00:19:55,890 --> 00:19:59,450 customers into brand advocates. As I think both of you 275 00:19:59,450 --> 00:20:03,910 just talked about great customer service and customer experiences create 276 00:20:05,910 --> 00:20:11,980 brand loyalty. So, what sort of strategies, Jacob, as an 277 00:20:11,980 --> 00:20:15,060 advisor dealing with customers every day, what sort of strategies 278 00:20:15,060 --> 00:20:18,380 do you use to nurture that relationship? To build those 279 00:20:18,380 --> 00:20:23,890 relationships with customers. To make them into more loyal customers 280 00:20:23,890 --> 00:20:29,760 and to deliver them the service that they need? Yeah. The 281 00:20:29,760 --> 00:20:32,900 thing is that I am in my role as a 282 00:20:32,900 --> 00:20:36,760 customer service agent, I am a hundred percent comfortable, and 283 00:20:36,760 --> 00:20:39,420 it's because I get encouraged to be genuine with the 284 00:20:39,420 --> 00:20:45,859 customers. They don't give me any scripts or anything. I 285 00:20:45,859 --> 00:20:48,690 have a free hand to talk how I want and 286 00:20:49,000 --> 00:20:52,550 to help the customer in what way I want. And 287 00:20:52,550 --> 00:20:56,400 it makes me comfortable in my role. And I think 288 00:20:56,400 --> 00:21:01,859 this is something that customers can tell and it makes 289 00:21:01,859 --> 00:21:05,060 a more comfortable situation for them too, because they feel 290 00:21:05,060 --> 00:21:09,160 like they can be equally genuine towards me. And they 291 00:21:09,160 --> 00:21:11,470 can talk to me just how they want. If they 292 00:21:11,470 --> 00:21:13,970 get angry, they can scream at me, and I will 293 00:21:13,970 --> 00:21:17,530 still treat them with respect. And even if they come 294 00:21:17,530 --> 00:21:20,030 in with a negative attitude and wants to complain, they 295 00:21:20,030 --> 00:21:24,530 still can make their voice heard. I will understand them. 296 00:21:24,530 --> 00:21:27,910 And I will say that I will send their thoughts 297 00:21:27,910 --> 00:21:31,700 to the right person and just to show them that 298 00:21:31,780 --> 00:21:35,130 no matter what, I will take their opinions serious and 299 00:21:36,420 --> 00:21:39,369 I will listen to what they have to say. And 300 00:21:39,369 --> 00:21:45,160 we also encourage our customers to speak up when they 301 00:21:45,160 --> 00:21:49,570 have opinions of us, whether if it's positive or negative 302 00:21:50,410 --> 00:21:55,950 because every month, we do a customer survey where they 303 00:21:55,950 --> 00:21:58,890 can just tell us what they think about us. And 304 00:21:58,890 --> 00:22:00,920 then we have an option where we ask them if 305 00:22:00,920 --> 00:22:04,710 it's okay that we contact them in terms of the 306 00:22:04,710 --> 00:22:09,340 survey they filled in. So, right then, we have many 307 00:22:09,340 --> 00:22:12,430 people who experienced problems, but maybe they were too scared 308 00:22:12,400 --> 00:22:15,010 to call, or they didn't have time. And they make 309 00:22:15,010 --> 00:22:18,320 their voice heard, and we make an effort to contact 310 00:22:18,320 --> 00:22:22,080 them and make our relationship better with them. And I 311 00:22:22,080 --> 00:22:26,900 think that makes them feel respected and listened to very 312 00:22:26,900 --> 00:22:33,080 much. That's great. Katarina, we'd love to hear your thoughts 313 00:22:33,080 --> 00:22:35,730 on this too because obviously Sappa has created a culture 314 00:22:35,730 --> 00:22:39,480 where nurturing customer relationships is important. What are your thoughts 315 00:22:39,480 --> 00:22:45,100 on this? As I said many times, our strategy is 316 00:22:45,100 --> 00:22:50,250 to deliver the most customer friendly services and to do 317 00:22:50,250 --> 00:22:55,840 that we take our calls in one minute and that's 318 00:22:55,840 --> 00:23:00,119 something that our customers love. And we also answer in person, so we don't have a... what do 319 00:23:03,500 --> 00:23:07,840 you call it? Button? Yeah, we don't measure how long 320 00:23:07,840 --> 00:23:16,290 we talk to the customers Yes, no,[inaudible. no[inaudible 00:23:13]. Oh yeah. Many 321 00:23:17,119 --> 00:23:20,930 customer services. When a customer calls, they have to press 322 00:23:20,930 --> 00:23:23,859 one to get to one of departments, or they have 323 00:23:23,859 --> 00:23:27,440 to press two to get to another department. We don't 324 00:23:27,440 --> 00:23:30,140 have anything like this when they call, they come directly to 325 00:23:30,140 --> 00:23:32,650 us, and can speak to us and we won't transfer 326 00:23:32,650 --> 00:23:35,940 them to some other place. We answer on every question. 327 00:23:36,730 --> 00:23:40,830 And that's very unique for a company in this business 328 00:23:41,580 --> 00:23:45,530 and then we also, like Jacob said, we don't measure 329 00:23:46,000 --> 00:23:49,310 the length of the conversation that the advisor has with 330 00:23:49,310 --> 00:23:53,580 the customer. So, it's a very good opportunity to create 331 00:23:53,700 --> 00:23:57,060 a relation with the customer. And that makes the customer 332 00:23:57,060 --> 00:24:01,210 feels unique and taken care of. And then we'll also 333 00:24:01,210 --> 00:24:06,640 do a fun thing. We write handwritten congratulations to all 334 00:24:06,640 --> 00:24:11,420 our customers that are turning 30, 40, 50 up to a 335 00:24:11,420 --> 00:24:14,550 hundred year. And when they turn 100, they get a 336 00:24:14,550 --> 00:24:19,609 special card and a little bit special treated. So, that's 337 00:24:19,930 --> 00:24:24,330 something unique that we do. But we also are very... 338 00:24:25,040 --> 00:24:29,080 it's very important to create the relation with the customer 339 00:24:29,080 --> 00:24:35,220 because that makes the customer absolutely feel unique. Absolutely. I 340 00:24:35,220 --> 00:24:39,270 love that. And I think that's a really great segue 341 00:24:39,270 --> 00:24:42,880 again, into our fifth habit, which is personalization. You talked 342 00:24:42,880 --> 00:24:46,420 about sort of recognizing birthdays for customers. So, the fifth 343 00:24:46,420 --> 00:24:50,670 habit here is getting personalization right for your customers. Just 344 00:24:50,670 --> 00:24:54,119 highlighting the statistic here." 79% of customers feel like a 345 00:24:54,119 --> 00:24:57,050 generic customer rather than a unique individual when they call 346 00:24:57,109 --> 00:25:01,119 in for customer service." I think what that shows us 347 00:25:01,119 --> 00:25:04,109 is that customers want personalization to be able to simplify 348 00:25:04,109 --> 00:25:07,670 the interactions that they have with businesses. And they're beginning 349 00:25:07,670 --> 00:25:10,540 to be introduced to new levels of personalization. So, when 350 00:25:10,540 --> 00:25:14,460 they call in or chat in or text in to 351 00:25:14,460 --> 00:25:18,680 customers, they're beginning to see ways that they can experience 352 00:25:18,680 --> 00:25:20,990 personalization and in a whole new way. And they're starting 353 00:25:21,280 --> 00:25:25,940 to expect that more and more from every organization. And 354 00:25:26,609 --> 00:25:29,490 a lot of those tools are making jobs for employees 355 00:25:29,890 --> 00:25:33,460 much better, being able to match agents and advisors to 356 00:25:33,460 --> 00:25:37,520 customers and situations that are more matched to their skills 357 00:25:37,520 --> 00:25:43,810 and availability, which allows agents and advisors to feel more 358 00:25:43,810 --> 00:25:46,980 successful. And to be able to handle situations with confidence, 359 00:25:46,980 --> 00:25:52,490 because they know they're matched with customers that they're going 360 00:25:52,490 --> 00:25:54,270 to be able to help more clearly because their skills 361 00:25:54,270 --> 00:25:55,780 are suited to it. So, I think there's a lot 362 00:25:55,780 --> 00:25:58,840 of really exciting things happening in this field. This is 363 00:25:58,840 --> 00:26:01,420 something that Genesys is really passionate about, and I know 364 00:26:01,760 --> 00:26:07,240 personalization is really important for Sappa. Jacob, talk a little 365 00:26:07,240 --> 00:26:12,020 bit about making that experience feel personal for customers and 366 00:26:12,020 --> 00:26:14,470 why it's important when you're talking with customers to make 367 00:26:14,470 --> 00:26:19,840 it feel personal for them. Yeah. I think it goes 368 00:26:19,840 --> 00:26:25,609 back to the strengths of a customer service worker that 369 00:26:25,830 --> 00:26:30,230 we talked about earlier, like being a good listener, for 370 00:26:30,230 --> 00:26:32,930 example, is something I think is very important for making 371 00:26:32,930 --> 00:26:37,280 the customer feel a unique because if you are a 372 00:26:37,280 --> 00:26:41,410 good listener and you are attentive and can pick up 373 00:26:41,760 --> 00:26:47,460 many details, then later on in the call, when you 374 00:26:47,460 --> 00:26:51,470 present your solution or the problem, you can present a 375 00:26:51,470 --> 00:26:56,240 more broad solution that fits more of the customer's needs, 376 00:26:56,740 --> 00:27:00,210 even things that maybe he or she didn't express to 377 00:27:00,210 --> 00:27:05,050 you at first. And I think that's makes them feel 378 00:27:05,410 --> 00:27:08,440 listened to it makes them feel like I'm not just 379 00:27:08,440 --> 00:27:10,730 sitting here and let them information come in here and 380 00:27:10,730 --> 00:27:13,540 out here, I take it in. I listened to it, 381 00:27:13,760 --> 00:27:18,100 and I tried to present my solution according to what 382 00:27:18,100 --> 00:27:23,340 needs she has. And also, I think it's like we 383 00:27:23,340 --> 00:27:26,869 talked about to speak the same language as the customer. 384 00:27:27,730 --> 00:27:29,560 If I'm talking to someone who is a little bit 385 00:27:29,609 --> 00:27:34,420 older, I usually speak slower and more clear so they 386 00:27:34,420 --> 00:27:37,450 can understand me. I might even use some old school 387 00:27:37,560 --> 00:27:42,210 words. If I'm talking to someone younger, I talk a 388 00:27:42,210 --> 00:27:44,890 little bit faster. Maybe use some slang words here and 389 00:27:44,890 --> 00:27:49,730 there. And then I think this makes them feel more 390 00:27:49,730 --> 00:27:56,609 comfortable and it also makes them feel respected, I think. 391 00:27:57,480 --> 00:28:01,180 That's really great advice. I think that makes a lot 392 00:28:01,180 --> 00:28:06,130 of sense and shows real connectivity. Katarina, why is it 393 00:28:06,130 --> 00:28:12,440 important for Sappa to create those personalized experiences for customers? 394 00:28:12,460 --> 00:28:15,230 You talked a little bit before about things like sending 395 00:28:15,230 --> 00:28:19,190 birthday greetings that's obviously a core part of your culture. 396 00:28:19,890 --> 00:28:26,330 Why is that something that's important? It's important to Sappa because that's the kind 397 00:28:26,560 --> 00:28:30,220 of company we would like to be when Sappa was 398 00:28:30,220 --> 00:28:34,119 started. Like, I told you, asking the customers what kind 399 00:28:34,119 --> 00:28:39,330 of supplier they wanted. And this was a place on 400 00:28:39,330 --> 00:28:42,340 the market that was free to be a warm and 401 00:28:42,340 --> 00:28:47,250 friendly company and give the best customer service. So, that's 402 00:28:47,250 --> 00:28:50,530 very important for us that the customer really feels that 403 00:28:50,530 --> 00:28:54,620 we are not just treating them like customers, but they 404 00:28:54,620 --> 00:28:58,890 are our friends and, we are interested in them when 405 00:28:58,890 --> 00:29:01,420 we talk to them, we are not just interested in 406 00:29:02,400 --> 00:29:08,940 solving the problem and the conversation. Like you heard Jacob 407 00:29:09,220 --> 00:29:13,360 asking before," What team do you cheer for?" That's something 408 00:29:13,360 --> 00:29:16,970 that I often hear when our advisors talks to the 409 00:29:16,970 --> 00:29:21,940 customer." What football team do you cheer for?" And," What 410 00:29:22,190 --> 00:29:23,930 is the name of your dog?" If you hear a 411 00:29:23,930 --> 00:29:27,760 dog barking. So, they are really interested in the company 412 00:29:27,760 --> 00:29:31,540 and that creates a good feeling for the customer. Absolutely. 413 00:29:32,260 --> 00:29:36,450 And it's also make the job much more fun, I 414 00:29:36,450 --> 00:29:39,960 think[inaudible 00:29: 36]. Yeah. Absolutely. It makes it much more 415 00:29:39,960 --> 00:29:44,750 fun than you get more and comfortable yourself. And you feel 416 00:29:44,750 --> 00:29:47,610 like you are not forced to be at work. I 417 00:29:47,610 --> 00:29:52,520 can be myself. And the biggest receipt that we get 418 00:29:53,060 --> 00:29:58,010 from our customer is because we mentioned the survey that 419 00:29:58,010 --> 00:30:01,310 we were voted the best customer service two years straight 420 00:30:02,170 --> 00:30:05,490 at the Swedish Quality Index. And this is actually the 421 00:30:05,520 --> 00:30:10,610 biggest customer service in Sweden. So, it's the customers themselves 422 00:30:10,640 --> 00:30:16,290 that give rates on everything from a service to technology, 423 00:30:16,290 --> 00:30:20,690 to how you are as a brand. They vote on 424 00:30:20,690 --> 00:30:24,290 everything. And it's a very big thing. So, it's the 425 00:30:24,290 --> 00:30:28,210 customer's own words that we are the best in customer 426 00:30:28,210 --> 00:30:32,490 service and two years straight. That's great. And boy, that's 427 00:30:32,490 --> 00:30:37,040 the best endorsement you can get. And I loved hearing 428 00:30:37,040 --> 00:30:42,770 both of you talk about, not only does this make 429 00:30:42,770 --> 00:30:46,220 the customers feel more comfortable. So not only is personalization 430 00:30:46,220 --> 00:30:49,270 important to make them feel comfortable. But Jacob, hearing you 431 00:30:49,270 --> 00:30:51,900 talk about the fact that it makes you enjoy your 432 00:30:51,960 --> 00:30:54,600 job more. Right? You feel like you are able to 433 00:30:54,600 --> 00:30:59,330 be yourself. It speaks to the strong, strong benefits of 434 00:30:59,830 --> 00:31:05,980 being able to connect with customers in that way.[crosstalk And it's really great[crosstalk 00:31: 435 00:31:05,980 --> 00:31:11,440 05]- Looking at how we working, we always make it 436 00:31:11,440 --> 00:31:15,070 like a team. It's very important to have a team 437 00:31:15,070 --> 00:31:18,840 feeling in the company. So, it's not me, myself, or 438 00:31:18,840 --> 00:31:23,440 I. It's the team that's important. And that's also a 439 00:31:23,440 --> 00:31:26,910 way to make it feel good for the customer. You 440 00:31:26,910 --> 00:31:31,540 always have someone to ask, or that could help you 441 00:31:31,540 --> 00:31:35,440 if you have a problem with the customer or the 442 00:31:35,440 --> 00:31:39,240 customer's problem, you always have someone to support you. Yeah. 443 00:31:39,240 --> 00:31:46,650 Everyone is willing to help. Yeah.[crosstalk 00:31: 43]- That's fantastic. Yeah. That's great. 444 00:31:47,360 --> 00:31:51,380 Well, it's been so great, Katarina and Jacob, getting your thoughts 445 00:31:51,380 --> 00:31:55,110 on the importance of delivering great customer service and great 446 00:31:55,110 --> 00:32:00,060 customer experience. Just going through our summary here, kind of 447 00:32:00,320 --> 00:32:03,330 the key points here, making sure you hire the right 448 00:32:03,330 --> 00:32:05,530 type of people for your business and provide them with 449 00:32:05,530 --> 00:32:10,340 the proper training. customer service can be tough, and it's 450 00:32:10,340 --> 00:32:14,540 important to reward your agents and advisors. And it's important 451 00:32:14,680 --> 00:32:17,990 that customer experience and customer service work together to create 452 00:32:17,990 --> 00:32:21,330 brand loyalty. And we just talked about the fact that 453 00:32:21,330 --> 00:32:26,700 using personalization to improve customer experiences is key. It's not 454 00:32:26,700 --> 00:32:29,650 just about delivering more ads. But it's about really connecting 455 00:32:29,650 --> 00:32:33,670 and making those customers feel comfortable and making employees feel 456 00:32:33,670 --> 00:32:37,240 more rewarded in their jobs and leading to more customer 457 00:32:37,240 --> 00:32:44,340 loyalty, which is really, really important. So, if you have 458 00:32:44,340 --> 00:32:47,590 listened to this and you're inspired as someone who is 459 00:32:47,590 --> 00:32:49,460 in customer service, and you've got a story that you 460 00:32:49,460 --> 00:32:52,510 want to share, or if you work with someone that 461 00:32:52,510 --> 00:32:56,080 you believe is worthy of being nominated as a CX hero, 462 00:32:56,080 --> 00:32:59,740 we encourage you to nominate, be part of the program, 463 00:32:59,740 --> 00:33:04,440 be recognized as CX hero just as Jacob was. So, I 464 00:33:04,440 --> 00:33:08,840 want to thank everybody for joining us. Here's our details 465 00:33:08,840 --> 00:33:11,760 right here. You can reach out via our website or 466 00:33:11,760 --> 00:33:15,510 give us a call or contact Jill. genesys. com, 467 00:33:15,510 --> 00:33:19,330 and she can get your nomination in. But Jacob and 468 00:33:19,560 --> 00:33:21,310 Katarina, I want to say thank you so much for 469 00:33:21,310 --> 00:33:24,870 joining us on this webinar. I think your thoughts were really 470 00:33:25,100 --> 00:33:28,710 great to get, and I think inspiring to me and hopefully inspiring 471 00:33:28,710 --> 00:33:30,880 to everybody that listened. So, thank you both so much 472 00:33:30,880 --> 00:33:35,400 for joining. Thank you. Thank you very much. We had a very good time. Yeah. It 473 00:33:35,400 --> 00:33:38,960 was fun. Absolutely. It was a lot of fun. Thank 474 00:33:38,960 --> 00:33:43,240 you so much and thanks everybody for listening. Thank you. Bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" ar_status="dynamic" cms_hold="RG" cid_id="7011T000001t7axQAA"] Meet the Speakers Katarina Cervell Kultur Coach AB Sappa, Sweden Jacob Dalnäs Sales Representative AB Sappa, Sweden John Munyan Vice President, Brand Messaging Genesys Genesys + Zoom Seamless cloud communications for great customer experiences [webinarschedulesingle][cutoff co_thick="2px"] Take charge of your contact center productivity In this consumer-driven, hyper-connected world, contact center agents need a simplified communication and collaboration solution that supports working from anywhere. With the recently announced Genesys and Zoom Video Communications partnership, contact center agents and knowledge workers have an integrated communication solution for calling, directory and presence that ensures they have the details they need, know who to reach and when they’re available to deliver exceptional customer experiences. Take charge of your contact center productivity with Genesys and Zoom integrated communications. Register now for this webinar and learn how to: Increase contact center agent productivity with integrated communications Provide a seamless, simplified and more efficient agent experience Enable employees to quickly find the right resources to address your customer’s needs Use cloud-based customer support tools for modern experiences Register now. See how integrated cloud communications can enhance agent and customer experiences.[cutoff co_thick="2px"]1 00:00:06,360 --> 00:00:09,750 All right. Good morning, evening and afternoon, everyone. My name 2 00:00:09,750 --> 00:00:11,910 is Josh Reed and I'm from the digital events team 3 00:00:11,910 --> 00:00:14,340 here at Genesys. And I'll be one of the moderators 4 00:00:14,340 --> 00:00:16,950 for today's presentation. And let me be the first to 5 00:00:16,950 --> 00:00:21,420 welcome you to today's webcast, Genesys and Zoom: Seamless Cloud 6 00:00:21,420 --> 00:00:26,230 Communications for Great Customer Experiences. To ensure that you have 7 00:00:26,230 --> 00:00:28,730 the best experience viewing today's webinar. I'm going to cover 8 00:00:28,730 --> 00:00:31,010 a few housekeeping items as I usually do, and I'll 9 00:00:31,010 --> 00:00:33,870 make this short and sweet first to ensure that you 10 00:00:33,870 --> 00:00:37,110 don't have any issues viewing or listening to today's presentation. 11 00:00:37,600 --> 00:00:39,850 Please make sure that you have a reliable internet connection 12 00:00:39,909 --> 00:00:43,760 and phone connection. If you experience any problems, viewing today's 13 00:00:43,760 --> 00:00:46,990 webcast, try leaving the Zoom webinar and logging back in 14 00:00:46,990 --> 00:00:49,940 from the link from your reminder email. And if you 15 00:00:49,940 --> 00:00:51,930 continue to have issues, why don't you throw that into 16 00:00:51,930 --> 00:00:53,540 the chat? And we'll see if we can troubleshoot for 17 00:00:53,540 --> 00:00:57,220 you. Also, this webcast is designed to be an interactive 18 00:00:57,220 --> 00:00:59,740 experience between you and our presenters today. So at any 19 00:00:59,740 --> 00:01:02,440 time during the webcast, feel free to submit those questions 20 00:01:02,440 --> 00:01:05,569 in the Q& A tab on your Zoom toolbar. Now 21 00:01:05,569 --> 00:01:07,430 I'll make sure that you throw those questions into the 22 00:01:07,430 --> 00:01:09,840 Q& A tool and not the chat so that we 23 00:01:10,160 --> 00:01:12,069 make sure that we answer your question or have a 24 00:01:12,069 --> 00:01:15,020 chance to answer your question. We don't miss it, also 25 00:01:15,020 --> 00:01:17,280 just to let if time does get away from us 26 00:01:17,280 --> 00:01:21,190 as sometimes it usually does. Don't fret. We'll follow up 27 00:01:21,190 --> 00:01:23,780 with you via email within the next few business days, 28 00:01:24,690 --> 00:01:27,340 and also know that this is being recorded and that 29 00:01:27,340 --> 00:01:29,770 you'll receive a link to the on- demand recording via 30 00:01:29,770 --> 00:01:34,220 email from Zoom within the next few business days and 31 00:01:34,220 --> 00:01:36,550 see it, like I said, short and sweet. So it's 32 00:01:36,550 --> 00:01:39,690 my pleasure to introduce you to our moderator today. Randy 33 00:01:39,690 --> 00:01:43,060 Carter, the marketing content director here at Genesys. Randy, why 34 00:01:43,060 --> 00:01:47,850 don't you take it away, buddy? Thanks Josh. So, I 35 00:01:48,610 --> 00:01:50,980 mean, the main question that we want to talk about 36 00:01:50,980 --> 00:01:54,730 today is why is it still so hard to help 37 00:01:54,830 --> 00:01:59,900 people? I mean, we've got digital transformation stuff. That's moving 38 00:01:59,900 --> 00:02:03,040 customer communications to the cloud. It's changing the way that 39 00:02:03,060 --> 00:02:07,500 we're communicating. We've got a lot of things about the 40 00:02:07,500 --> 00:02:11,300 way that we're doing customer experience and employee experiences as 41 00:02:11,300 --> 00:02:15,970 well, that are changing. And there's huge growth in automation, 42 00:02:16,270 --> 00:02:22,990 bots, and digital work, I mean, voice is still vital 43 00:02:23,160 --> 00:02:26,500 as a way to solve real problems and bring people 44 00:02:26,500 --> 00:02:31,970 together. And like everything else though voice is changing and 45 00:02:31,970 --> 00:02:36,800 it won't change back. All of this disruption has really 46 00:02:36,800 --> 00:02:40,790 brought forth all of these great cases that we knew 47 00:02:40,790 --> 00:02:45,900 were coming about working from anywhere and about elevating voice 48 00:02:46,120 --> 00:02:51,240 to video. And that's why we're here. We're here to 49 00:02:51,240 --> 00:02:55,340 give you details on a new way to provide voice 50 00:02:55,340 --> 00:03:04,669 in videos, simply flexibly globe. So today I'm here also 51 00:03:04,669 --> 00:03:10,130 have two people along with me, we got Neil Levonius, 52 00:03:10,580 --> 00:03:13,730 who is from Zoom in product marketing, and we've also 53 00:03:13,730 --> 00:03:18,630 got Jeff Wise. So I'm going to start off with 54 00:03:18,630 --> 00:03:22,389 Jeff. Jeff, could you tell us who you are and 55 00:03:22,389 --> 00:03:26,430 who Genesys is? Thanks Randy. And thanks everyone for being 56 00:03:26,430 --> 00:03:31,260 here today. Super excited to talk about our partnership and 57 00:03:31,260 --> 00:03:34,169 vision with Zoom, but I head up by our strategic 58 00:03:34,169 --> 00:03:39,080 alliances group and ecosystems, but I'm really excited about what 59 00:03:39,080 --> 00:03:42,710 we're working with our partner Zoom. Now a little bit 60 00:03:42,790 --> 00:03:46,850 about Genesys. We have been around a long time. We're really 61 00:03:46,850 --> 00:03:50,680 uniquely positioned in this industry because now, when it becomes 62 00:03:52,080 --> 00:03:55,030 uniquely valuable, is that we're really a company that believes 63 00:03:55,030 --> 00:03:58,980 in self disruption and we've led continuous change after continuous 64 00:03:58,980 --> 00:04:02,130 change. And today is actually going to be no different. 65 00:04:03,090 --> 00:04:07,550 We started before cloud even existed, but today we're a 66 00:04:07,570 --> 00:04:10,410 global cloud company and we're going to talk about what that 67 00:04:10,410 --> 00:04:15,190 means as well. We've pioneered omni- channel multi- channel customer 68 00:04:15,190 --> 00:04:19,910 engagement because customers keep changing and more importantly, they are 69 00:04:19,920 --> 00:04:23,850 changing how they want to engage. So today now we 70 00:04:23,850 --> 00:04:29,210 power our customer's experiences with AI fueled by data, across 71 00:04:29,210 --> 00:04:34,680 multiple sources, using an agile cloud culture. And Genesys is 72 00:04:34,680 --> 00:04:38,190 really creating the one of the most scalable cloud- based 73 00:04:38,190 --> 00:04:42,670 customer experience platforms in the industry. But at the end 74 00:04:42,670 --> 00:04:44,500 of the day, it's the moment of truth that really 75 00:04:44,500 --> 00:04:50,020 matters. And, it's when that customer connects and they need help 76 00:04:50,020 --> 00:04:54,350 and we help our customers with billions of different customer 77 00:04:54,350 --> 00:04:58,390 interactions every year and all about helping our customers connect 78 00:04:58,390 --> 00:05:01,510 with their customers at that moment of truth. And as 79 00:05:01,510 --> 00:05:07,110 a result of that, customers worldwide, large global brands trust 80 00:05:07,110 --> 00:05:10,640 us with helping them connect with their customers. So it's 81 00:05:10,640 --> 00:05:13,610 great to be here, Randy, thanks for the opportunity to 82 00:05:13,610 --> 00:05:18,390 talk about Genesys and what we're doing with Zoom. All right. Now we're going 83 00:05:18,390 --> 00:05:21,830 to pivot over and talk to Neil. Same question. Tell 84 00:05:21,830 --> 00:05:26,250 us about, in a bit about Zoom? Yeah. So thank 85 00:05:26,250 --> 00:05:28,900 you, Randy. It's great to be here. So my name 86 00:05:28,900 --> 00:05:31,779 is Neil Levonius and I'm a product marketing lead for 87 00:05:31,800 --> 00:05:37,550 Zoom phone, our cloud phone system. So, you probably know 88 00:05:37,550 --> 00:05:39,820 what Zoom is. I think a lot of people are 89 00:05:39,820 --> 00:05:42,760 using it now and really what our story is? What 90 00:05:42,760 --> 00:05:45,410 our vision is? Is that we are creating a platform 91 00:05:45,410 --> 00:05:49,730 that enables video communications to empower people, to accomplish anything 92 00:05:49,730 --> 00:05:54,279 they want to be and to be always connected. And 93 00:05:54,279 --> 00:05:56,750 so when you think about the way we communicate today, 94 00:05:56,779 --> 00:06:01,410 it's radically changed. We have over 300 million daily active 95 00:06:01,410 --> 00:06:06,130 meeting participants using the Zoom platform every day, and they're 96 00:06:06,130 --> 00:06:09,540 not just using it for video. We created this platform 97 00:06:09,720 --> 00:06:13,680 that does video. It does chat, it does phone calls, 98 00:06:13,880 --> 00:06:17,480 it supports conference rooms, large webinars like we're doing right 99 00:06:17,480 --> 00:06:21,029 now and all of these different things. And the reason 100 00:06:21,029 --> 00:06:25,620 why this has come about is because people need flexibility. 101 00:06:25,620 --> 00:06:28,750 They're working from everywhere. They're working on all of these 102 00:06:28,750 --> 00:06:32,550 different devices and they want a consistent user experience across 103 00:06:32,550 --> 00:06:35,270 everything. So when I think about my 14 year old 104 00:06:35,270 --> 00:06:37,470 daughter, she's going to be a sophomore in high school 105 00:06:37,470 --> 00:06:40,820 this year. And if I give her a phone call. 106 00:06:40,860 --> 00:06:43,040 If I call her on the phone like this, it 107 00:06:43,040 --> 00:06:45,029 freaks her out. She doesn't know what that is. She's 108 00:06:45,029 --> 00:06:46,339 not going to put a phone up to her ear 109 00:06:46,339 --> 00:06:49,410 because that's so strange. But if I send her a 110 00:06:49,410 --> 00:06:53,040 text message, she responds right away. Cause she's very happy 111 00:06:53,040 --> 00:06:55,270 using text. And then if she wants to get ahold 112 00:06:55,270 --> 00:06:57,060 of me in real time, what does she do? She 113 00:06:57,100 --> 00:07:01,500 FaceTimes me. She sends Zoom because people are shifting, the 114 00:07:01,500 --> 00:07:05,240 culture is shifting to being very comfortable with video. Now 115 00:07:05,240 --> 00:07:09,020 that doesn't discount any of the other modalities, then that's 116 00:07:09,020 --> 00:07:11,000 why you need a platform that can support all of 117 00:07:11,000 --> 00:07:13,470 them. Voice is still very important. It ends up being 118 00:07:13,470 --> 00:07:16,030 the lowest common denominator and how we communicate because it's 119 00:07:16,030 --> 00:07:19,220 a ubiquitous platform that can be found everywhere, but then 120 00:07:19,220 --> 00:07:22,690 people are very comfortable with chat, SMS and then video, 121 00:07:22,690 --> 00:07:25,170 when you want to have that more personal touch. So 122 00:07:25,420 --> 00:07:28,570 that's what the Zoom platform has really been designed for. 123 00:07:28,800 --> 00:07:31,610 And then partnering with companies like Genesys to bring our 124 00:07:31,610 --> 00:07:35,850 capabilities together, to provide this really best of breed solution 125 00:07:36,840 --> 00:07:45,570 is very exciting. And we believe for our customers. Randy 126 00:07:45,570 --> 00:07:53,290 you're muted. Oh, there we go. Okay. So Neil, you 127 00:07:53,290 --> 00:07:56,010 dropped that magic word vision, and that's what I want 128 00:07:56,010 --> 00:07:59,750 to talk about next, which is we've got to power 129 00:07:59,750 --> 00:08:04,140 us cloud companies here. What's the vision of this partnership? I want 130 00:08:04,390 --> 00:08:06,820 to start with Jeff. Jeff, what do you think? Yeah, thanks Randy. And 131 00:08:07,320 --> 00:08:11,020 I think Neil said it. We're shifting to a video- 132 00:08:11,020 --> 00:08:15,100 first experience at a consumer level and a business level. 133 00:08:15,410 --> 00:08:19,810 And that video experience is a key ingredient to this 134 00:08:19,810 --> 00:08:23,540 vision because what we're really doing is we're bringing the 135 00:08:23,540 --> 00:08:27,010 best of breed companies together, Genesys being that best of 136 00:08:27,010 --> 00:08:31,990 breed customer experience, and with the best of breed video 137 00:08:31,990 --> 00:08:36,809 communication experience through Zoom. But by bringing these best of 138 00:08:36,809 --> 00:08:39,309 breed companies together, what we're doing is we're really building 139 00:08:39,309 --> 00:08:43,500 a future together. And that is to allow seamless communications 140 00:08:43,500 --> 00:08:47,080 between the front office and back office. And that's bringing 141 00:08:47,080 --> 00:08:51,730 all employees together, not just the contact center, but everyone 142 00:08:51,940 --> 00:08:56,460 to be able to communicate and collaborate effortlessly. And using 143 00:08:56,460 --> 00:09:00,150 video is key because it really elevates the conversation, it 144 00:09:00,150 --> 00:09:05,960 creates relationships, it creates that empathy as well. So video 145 00:09:05,960 --> 00:09:09,920 is a key ingredient. And Zoom with the video- first 146 00:09:10,300 --> 00:09:15,950 video communications experience is a really valuable part of this 147 00:09:15,950 --> 00:09:19,840 vision that Genesys wants to create with Zoom. So our 148 00:09:19,840 --> 00:09:22,970 vision look, it's not just about phone calls, but it's 149 00:09:22,970 --> 00:09:26,870 really about that active collaboration across that organization, and it's 150 00:09:26,870 --> 00:09:31,670 about empowering the entire organization to have the right conversation 151 00:09:31,670 --> 00:09:36,679 with their customers. It's about knowing the customer, making it 152 00:09:36,679 --> 00:09:41,740 personal and relevant, and making that connection, making that memorable 153 00:09:41,740 --> 00:09:45,630 experience. Because if you can make it memorable with the 154 00:09:45,630 --> 00:09:49,010 right context and the right relevance, and that's across the 155 00:09:49,010 --> 00:09:53,030 whole entire customer journey, then that's going to be something 156 00:09:53,030 --> 00:09:56,400 that customers will remember, but also want to come back 157 00:09:56,740 --> 00:10:02,770 and advocate for you in the daily life. So that's 158 00:10:02,770 --> 00:10:09,530 the vision. Fantastic. Okay. Neil, get to you to, you're 159 00:10:09,730 --> 00:10:14,360 still muted, to respond and talk about your side of 160 00:10:14,360 --> 00:10:18,400 the vision stuff. Yeah, so our vision of making sure 161 00:10:18,400 --> 00:10:22,520 that people are always connected. And I think what Jeff 162 00:10:22,520 --> 00:10:27,870 said is really important about the empathy. Without video, without 163 00:10:27,870 --> 00:10:32,580 chatting, without phone and being able to provide the medium 164 00:10:32,580 --> 00:10:37,280 that people want to communicate through adds friction. And when 165 00:10:37,280 --> 00:10:39,110 you have friction, then people don't want to use it 166 00:10:39,150 --> 00:10:41,380 and they don't adopt it, and then you've wasted a 167 00:10:41,380 --> 00:10:44,880 bunch of money. So what we do to make sure 168 00:10:44,880 --> 00:10:47,860 that that's not an issue is besides just implementing a 169 00:10:47,860 --> 00:10:49,920 feature to get a checkbox and say, " We have a 170 00:10:49,920 --> 00:10:55,340 feature," is that we design the platform to remove all 171 00:10:55,340 --> 00:10:57,520 friction, to make it very easy to use. So have a 172 00:10:57,520 --> 00:11:00,870 world- class user experience, because we understand, and even though 173 00:11:00,870 --> 00:11:03,080 this sounds like a cliche now probably to a lot 174 00:11:03,080 --> 00:11:06,970 of people, that this whole consumerization of IT is real. 175 00:11:07,160 --> 00:11:09,710 We communicate in our daily lives through all of our 176 00:11:09,710 --> 00:11:12,760 favorite applications, whether it's a social media app like TikTok 177 00:11:13,040 --> 00:11:18,110 or chat, I'm sorry, or Snapchat, or Facebook, or whatever 178 00:11:18,110 --> 00:11:22,610 it is, that those experiences, that user experience is now 179 00:11:22,610 --> 00:11:27,500 expected on in the business app, IT app. So that's 180 00:11:27,809 --> 00:11:30,809 the kind of the aesthetic that we take, the approach 181 00:11:30,809 --> 00:11:33,440 we take when we design our features. And what we've 182 00:11:33,440 --> 00:11:36,280 seen is when you do that, then that increases adoption, 183 00:11:36,280 --> 00:11:39,970 increases stickiness, and then it really helps you be successful. 184 00:11:39,970 --> 00:11:42,870 And when you have a product like that, the IT's 185 00:11:42,870 --> 00:11:48,160 job becomes much simpler because the customer base, the user 186 00:11:48,160 --> 00:11:51,460 base wants to use it, training is much easier. And 187 00:11:51,460 --> 00:11:53,390 then it's easy to prove to your CIO, to your 188 00:11:53,390 --> 00:11:56,070 decision maker, et cetera, that the investment was worth it. 189 00:11:56,610 --> 00:11:59,160 So, our vision to bring all of these different modalities 190 00:11:59,160 --> 00:12:01,770 together, build it on a platform that's open so we 191 00:12:01,770 --> 00:12:05,340 can integrate and create a best of breed solution is really 192 00:12:05,340 --> 00:12:10,360 core to what we're doing at Zoom today. I love that. I love the 193 00:12:10,360 --> 00:12:12,820 comment about friction in there too. And the only way 194 00:12:12,820 --> 00:12:16,300 to really build these huge, scalable systems that people really 195 00:12:16,300 --> 00:12:18,920 want is you have to make it so much easier 196 00:12:18,920 --> 00:12:21,770 to do the right thing always. And that's hard. It 197 00:12:21,770 --> 00:12:26,140 takes a lot of extra work. Okay, so we're going to move forward 198 00:12:26,380 --> 00:12:29,920 and talk a little bit about Zoom Phone, because we've all heard 199 00:12:29,920 --> 00:12:32,690 of Zoom, but Zoom Phone is a term that maybe 200 00:12:32,690 --> 00:12:36,280 some people don't know yet. Yes, so Zoom Phone is 201 00:12:36,470 --> 00:12:39,360 a cloud phone system called PBX. It is designed to 202 00:12:39,360 --> 00:12:42,330 be a replacement to the old legacy boat anchors that 203 00:12:42,330 --> 00:12:45,420 you might have in a closet right now. Whatever that's 204 00:12:45,420 --> 00:12:49,040 your Avaya, Cisco, Mitel, ShoreTel, whatever tel, all going away soon 205 00:12:49,040 --> 00:12:52,760 tels. It is a PBX at the end of the 206 00:12:52,760 --> 00:12:55,340 day. And it's built on the Zoom platform. So this 207 00:12:55,340 --> 00:12:59,240 isn't a separate product that was designed in a silo 208 00:12:59,809 --> 00:13:03,070 on a different platform. This was designed and implemented on 209 00:13:03,070 --> 00:13:05,890 the Zoom Meeting platform. So as a modern phone system 210 00:13:05,890 --> 00:13:08,410 or as our cloud phone system, it has all of 211 00:13:08,410 --> 00:13:12,210 the traditional PBX features that you'd come to expect, transferred 212 00:13:12,340 --> 00:13:17,530 conference hold, auto attendance, basic call routing, the ability to 213 00:13:17,530 --> 00:13:20,380 port your existing phone numbers onto our platform if you'd 214 00:13:20,380 --> 00:13:23,980 like to use our native PSTN service, or we allow 215 00:13:23,980 --> 00:13:25,720 you to bring your own carrier to our platform as 216 00:13:25,720 --> 00:13:27,840 well if you want to keep your existing service providers. 217 00:13:28,070 --> 00:13:31,940 We support hybrid integration to your existing on- premise PBXs. 218 00:13:32,140 --> 00:13:34,590 So we don't go into a customer saying, " No, rip 219 00:13:34,590 --> 00:13:38,010 out that old Cisco call manager system and put Zoom 220 00:13:38,010 --> 00:13:40,780 everywhere." No, we understand can be a phased approach. You 221 00:13:40,780 --> 00:13:44,670 just don't cut overnight. So it is a phone system. 222 00:13:45,330 --> 00:13:47,559 Because it's built on the same platform, it's really easy 223 00:13:47,559 --> 00:13:50,370 to manage. If you've managed a Zoom account, a Zoom 224 00:13:50,370 --> 00:13:53,610 Meeting account, it's just another tab in our web portal. 225 00:13:54,420 --> 00:13:56,480 So when you go to provision a user, you provision 226 00:13:56,620 --> 00:13:59,929 their meeting, attributes, you provision their phone attributes. It's done 227 00:13:59,929 --> 00:14:02,390 in the same place. It's integrated into our reporting and 228 00:14:02,480 --> 00:14:05,890 dashboarding, et cetera. And the features are delivered to the 229 00:14:05,890 --> 00:14:09,580 same Zoom app that you already know. So when we're 230 00:14:09,580 --> 00:14:12,090 designing features, we want to make sure that all of 231 00:14:12,090 --> 00:14:17,440 the features that are implemented are not just desktop features, 232 00:14:17,580 --> 00:14:21,030 desk phone features, or mobile features. We have a very 233 00:14:21,030 --> 00:14:23,530 mobile first approach. We want to make sure that everything 234 00:14:23,530 --> 00:14:28,210 works on the mobile app with the same quality, same 235 00:14:28,210 --> 00:14:31,570 user experience that you can experience on the desktop. So 236 00:14:31,570 --> 00:14:34,050 we don't have any... We have feature parity across all 237 00:14:34,050 --> 00:14:37,010 of our end points. And it has to be delivered 238 00:14:37,010 --> 00:14:40,300 with high security and reliability. So making sure that we're 239 00:14:40,300 --> 00:14:45,380 implementing HD voice using adaptive rate codec like Opus, we 240 00:14:45,380 --> 00:14:47,700 have a lot of secret sauce on top that does 241 00:14:47,700 --> 00:14:51,970 audio processing to eliminate background noise, et cetera. So that's 242 00:14:51,970 --> 00:14:54,500 why Zoom calls generally sound better than a lot of 243 00:14:54,500 --> 00:14:58,880 our competitors. And we have a global footprint, which I 244 00:14:58,880 --> 00:15:03,820 believe we'll talk about a little bit later. Okay, great. 245 00:15:04,110 --> 00:15:09,770 Yeah, it's a difficult bridge creating this between the desk 246 00:15:09,770 --> 00:15:13,900 phones and everything else in the world. And I've seen it, experienced it. 247 00:15:14,920 --> 00:15:17,520 You guys have done amazing job. Yeah, and if I may 248 00:15:17,520 --> 00:15:20,670 add, when we first started Zoom, when Zoom was founded, 249 00:15:20,670 --> 00:15:23,960 when Eric started the company, it wasn't that we wanted 250 00:15:23,960 --> 00:15:25,950 to just be video only or we wanted to be 251 00:15:25,950 --> 00:15:28,370 a phone system. We were actually pulled into this by 252 00:15:28,370 --> 00:15:31,880 the market because the people were enjoying using Meeting so 253 00:15:31,880 --> 00:15:33,820 much. We're like, " Can we just get rid of the 254 00:15:33,820 --> 00:15:36,150 PBX and put everything on a meeting platform?" You already 255 00:15:36,150 --> 00:15:39,040 have all of the components. So that's what we did. 256 00:15:39,180 --> 00:15:41,420 And one of the side benefits, what I forgot to 257 00:15:41,420 --> 00:15:45,500 mention is, when I talked about all the modalities earlier 258 00:15:45,500 --> 00:15:49,670 of chat and voice and video, that we don't look 259 00:15:49,670 --> 00:15:54,010 at them as individual features, we want them to all 260 00:15:54,010 --> 00:15:56,990 blend together. So if I start with a chat interaction, 261 00:15:56,990 --> 00:16:00,270 I can escalate that chat into a phone call. And 262 00:16:00,270 --> 00:16:03,110 I can elevate that phone call into a meeting, without 263 00:16:03,110 --> 00:16:05,760 having people hang up. So if I'm working with a 264 00:16:05,760 --> 00:16:08,280 customer for example, and I'm on the phone, and I 265 00:16:08,280 --> 00:16:10,560 need to elevate that into a desktop share or I 266 00:16:10,560 --> 00:16:14,230 want to go to video, traditionally you say, " All right, 267 00:16:14,730 --> 00:16:17,790 let me send you an invite for this meeting bridge, 268 00:16:17,790 --> 00:16:19,680 and let's hang up and I'll meet you there." Right? And 269 00:16:19,960 --> 00:16:22,610 that usually adds five or 10 minutes to the conversation, 270 00:16:22,610 --> 00:16:26,510 it adds friction. With Zoom, if you're on that phone 271 00:16:26,510 --> 00:16:28,840 call, you can elevate right into a Zoom meeting and 272 00:16:28,840 --> 00:16:31,500 everybody's brought into it automatically, so you don't have to 273 00:16:31,500 --> 00:16:33,650 hang up and dial back in. And then if they 274 00:16:33,650 --> 00:16:36,680 want to use the app, then you can send an 275 00:16:36,680 --> 00:16:39,130 invite for them to open up the app, keep the 276 00:16:39,130 --> 00:16:42,720 voice stream wherever it started, and then have the app 277 00:16:42,720 --> 00:16:45,680 for all the desktop sharing. Anyway, sorry Randy, I just 278 00:16:45,680 --> 00:16:48,420 wanted to expand on that for a second. Oh no, I 279 00:16:48,420 --> 00:16:51,570 enjoyed it. Yeah, I think this is also indicative of 280 00:16:51,570 --> 00:16:55,370 why this is actually such a really good match between 281 00:16:55,370 --> 00:16:57,780 two different cloud companies, is because the way you guys 282 00:16:57,780 --> 00:17:01,390 are approaching the usability and the scaling, and being able 283 00:17:01,390 --> 00:17:04,750 to flip things from one mode to another seamlessly, is 284 00:17:04,750 --> 00:17:08,300 exactly what we're trying to do at Genesys. So, thank 285 00:17:08,300 --> 00:17:13,320 you. Okay, let's go to the next slide which is 286 00:17:13,320 --> 00:17:16,850 about... Okay. We're going to take all these pieces of 287 00:17:17,460 --> 00:17:19,810 Zoom and the functionality that they're adding, and we've got 288 00:17:19,810 --> 00:17:23,980 all this functionality that we've built on Genesys Cloud bringing 289 00:17:23,980 --> 00:17:28,910 this together, how does this help our customers do great 290 00:17:29,000 --> 00:17:35,340 customer experiences? Thanks Randy. It is at the end of 291 00:17:35,340 --> 00:17:39,300 the day about providing a great support and service to 292 00:17:39,300 --> 00:17:43,440 customers. But sometimes we think about the contact center, the 293 00:17:43,440 --> 00:17:48,330 front office, as being that first line of defense. But 294 00:17:49,250 --> 00:17:52,100 it takes a whole company to support and service customers. 295 00:17:52,640 --> 00:17:55,410 It's a real team effort across the company that provides 296 00:17:55,500 --> 00:17:59,130 a great customer experience at the end of the day, because the contact center 297 00:17:59,130 --> 00:18:05,440 is there to assist and help customers, but they're only 298 00:18:05,440 --> 00:18:08,200 as good as the rest of the organization. So what 299 00:18:08,200 --> 00:18:12,540 we see is when you empower your employees across the 300 00:18:12,540 --> 00:18:18,910 whole organization, they can then focus on the customer. So 301 00:18:18,910 --> 00:18:21,740 if we're giving the right amount of flexibility, the right 302 00:18:21,740 --> 00:18:25,410 amount of power and tools to allow that collaboration between 303 00:18:25,410 --> 00:18:28,830 the front office and the back office, that's just going to 304 00:18:28,830 --> 00:18:33,170 be a good outcome. So lower friction, lower frustration across 305 00:18:33,170 --> 00:18:36,810 that enterprise, at the end of the day it's about 306 00:18:36,810 --> 00:18:38,840 helping customers then and there and helping them in real 307 00:18:38,840 --> 00:18:42,990 time. So connect the front office with the back office, 308 00:18:43,280 --> 00:18:48,460 create some great collaboration, and with the focus in helping 309 00:18:48,460 --> 00:18:53,420 customers then and there. So the key ingredient's is it's a great CX 310 00:18:53,470 --> 00:18:58,609 through great collaboration. Okay. Neil, do you have any comments on 311 00:18:58,609 --> 00:19:01,440 that? On customer experience and how Zoom's going to affect that? 312 00:19:04,390 --> 00:19:09,609 You're on mute. You would think working for Zoom, I'd 313 00:19:09,609 --> 00:19:14,859 be so much better at that. Yeah. So at the 314 00:19:14,859 --> 00:19:17,670 end of the day it really is, it's eliminating all 315 00:19:17,670 --> 00:19:21,600 of the friction in the communication process. So when you 316 00:19:21,600 --> 00:19:24,690 eliminate the friction, then people are going to be more 317 00:19:24,690 --> 00:19:28,940 willing to engage, be more open in that engagement, and 318 00:19:29,160 --> 00:19:32,220 have a better satisfaction of that tool and the interaction 319 00:19:33,010 --> 00:19:37,050 between the customer and whoever's servicing the customer. All right. 320 00:19:38,570 --> 00:19:42,140 All right. So we're going to double down on this 321 00:19:42,640 --> 00:19:45,990 customer experience and collaboration topic. Let's explore that in a 322 00:19:45,990 --> 00:19:51,430 little bit more depth. Jeff, talk from this slide. We've 323 00:19:51,430 --> 00:19:54,300 got a lot more topics to delve into here. Sure. 324 00:19:54,560 --> 00:19:58,470 So let's bring that CX to life and that collaboration 325 00:19:58,470 --> 00:20:01,400 across the organization. How are we going to do that 326 00:20:01,890 --> 00:20:04,630 with what we're talking about today between Zoom and Genesys? 327 00:20:06,600 --> 00:20:12,109 It's really providing a simplified, unified, and more, I guess, 328 00:20:12,109 --> 00:20:16,210 integrated experience where you can focus on the outcome that 329 00:20:16,210 --> 00:20:19,790 you're trying to create, rather than what tools I have 330 00:20:19,790 --> 00:20:22,470 to use and what I have to tab through, or 331 00:20:22,470 --> 00:20:25,630 which applications I've got to go find to achieve as 332 00:20:25,630 --> 00:20:28,050 an outcome. And the way we're doing this with the 333 00:20:28,050 --> 00:20:31,780 integration that we've done between Zoom and Genesys, is a 334 00:20:31,780 --> 00:20:36,500 unified directory. And what this means is, as a Genesys 335 00:20:36,500 --> 00:20:40,950 Cloud user in the front office, they will now be 336 00:20:40,950 --> 00:20:43,280 able to see the whole enterprise, whoever it might be 337 00:20:43,280 --> 00:20:47,190 in the contact center, but also now across everyone that's 338 00:20:47,190 --> 00:20:51,180 using Zoom phone across the organization. So that means complete 339 00:20:51,180 --> 00:20:55,160 visibility of everyone in the enterprise. And then on top 340 00:20:55,160 --> 00:20:58,460 of that, we add presence. So knowing who in the 341 00:20:58,460 --> 00:21:01,480 enterprise is available to help then and there. When I've got 342 00:21:01,560 --> 00:21:04,500 the customer on the line, I need assistance. I want 343 00:21:04,500 --> 00:21:06,790 to be able to talk to a subject matter expert, or at 344 00:21:06,790 --> 00:21:10,460 least somehow try and get to the right person with 345 00:21:10,460 --> 00:21:13,840 the right information to assist me to assist the customer, 346 00:21:14,100 --> 00:21:18,310 or even bring that subject matter expert into the conversation 347 00:21:18,310 --> 00:21:21,990 with the customer. So through being able to see and 348 00:21:21,990 --> 00:21:27,530 search across the enterprise from all the Zoom phone users 349 00:21:27,530 --> 00:21:30,290 as well as Genesys Cloud users, by knowing when and 350 00:21:30,290 --> 00:21:33,840 where that they're available to help me then at that 351 00:21:33,840 --> 00:21:36,869 point in time. At the same time, when we're doing 352 00:21:36,869 --> 00:21:41,869 all those interactions and call transfers, it's on net. So 353 00:21:41,869 --> 00:21:47,369 that means we've integrated Zoom phone with Genesys Cloud, with 354 00:21:47,420 --> 00:21:51,670 secure connections, which provides complete on net callings. That means 355 00:21:51,670 --> 00:21:54,450 you don't have to go off onto the PSTN and 356 00:21:54,450 --> 00:21:58,310 also incur extra charges, because you're one enterprise. You should 357 00:21:58,359 --> 00:22:01,980 be able to have one logical network with one logical 358 00:22:02,100 --> 00:22:06,160 ability to be able to transfer calls across systems seamlessly. 359 00:22:06,619 --> 00:22:11,740 Again, removing that friction, as we've started talking about. On 360 00:22:11,740 --> 00:22:14,609 top of that, in today's world, you need to be able 361 00:22:14,609 --> 00:22:19,480 to do it from anywhere globally, and this is more 362 00:22:19,480 --> 00:22:23,930 important than ever. And in this global world today, being 363 00:22:23,930 --> 00:22:28,470 able to work from anywhere, collaborate from anywhere in a 364 00:22:28,470 --> 00:22:34,790 seamless experience, is key. And Genesys and Zoom are global 365 00:22:34,790 --> 00:22:38,160 solutions, which we'll talk about in a moment. But we've 366 00:22:38,160 --> 00:22:41,930 gone back to... The big shift that we've seen is that 367 00:22:41,930 --> 00:22:47,000 video first experience as well. And leveraging and taking advantage 368 00:22:47,000 --> 00:22:52,619 of Zoom's incredible video first communications platform, we're also able 369 00:22:52,619 --> 00:22:58,340 to bring Zoom's video screen sharing and recording as well. 370 00:22:58,760 --> 00:23:02,270 So you'll be able to then, again, bring that collaboration 371 00:23:02,450 --> 00:23:07,010 using Zoom's features around screen sharing and recording. And it 372 00:23:07,010 --> 00:23:10,010 goes without saying that this all runs within a secure 373 00:23:10,010 --> 00:23:14,109 environment. So that's a little bit of a, I guess, 374 00:23:14,109 --> 00:23:17,260 insight, Randy there, but when you bring these pieces together, 375 00:23:17,720 --> 00:23:23,200 it's again, taking that friction out and letting our people, 376 00:23:23,200 --> 00:23:27,560 our employees in that organization, collaborate, but more importantly, focus 377 00:23:27,560 --> 00:23:30,980 on the problem at hand or the service that needs 378 00:23:30,980 --> 00:23:33,619 to be addressed, rather than the tools or the technology. 379 00:23:35,800 --> 00:23:40,630 Okay. So how is the availability looking like on this? 380 00:23:41,450 --> 00:23:45,270 Yeah. So actually, not a lot of people know this, 381 00:23:45,270 --> 00:23:49,460 I'm going to let everyone know. But Genesys Cloud and 382 00:23:49,460 --> 00:23:53,250 Zoom Phone has actually... We've had integration with our on 383 00:23:53,250 --> 00:23:56,100 net calling especially, for actually a number of months now 384 00:23:56,100 --> 00:24:00,900 since last year. We've built that telephony sip connection. We've 385 00:24:00,900 --> 00:24:02,760 actually got a few customers using it today, which we'll 386 00:24:02,760 --> 00:24:07,080 talk about in a little while. But really true Collective 387 00:24:07,920 --> 00:24:12,100 cloud APIs, this is kind of the next natural step and 388 00:24:12,430 --> 00:24:15,820 the new release that we're talking about today with these 389 00:24:15,820 --> 00:24:19,730 capabilities like unified directory, and presence, and the likes will 390 00:24:19,730 --> 00:24:23,359 be available next month in July. So we're super excited 391 00:24:23,359 --> 00:24:26,990 to see how we can bring our customers together to 392 00:24:26,990 --> 00:24:31,560 collaborate better and to provide great customer experience. Great. Thank 393 00:24:31,560 --> 00:24:36,560 you. All right. So we've mentioned Global multiple times. Maybe 394 00:24:36,609 --> 00:24:39,740 we should have started with this, but it was actually 395 00:24:39,740 --> 00:24:44,619 a huge challenge for our Genesys Cloud customers that are 396 00:24:45,340 --> 00:24:48,700 global, is that there's so many different ways of doing 397 00:24:48,700 --> 00:24:53,420 phone termination in so many different countries. We have a 398 00:24:53,420 --> 00:24:59,680 rock solid network of AWS regions that were operating on 399 00:25:00,119 --> 00:25:03,540 Genesys cloud in. And whenever you're on net, everything is 400 00:25:05,020 --> 00:25:08,780 just straight data. So this is what it looks like. 401 00:25:08,840 --> 00:25:11,140 Jeff, can you go into a little bit more detail about that 402 00:25:11,140 --> 00:25:14,800 platform? Yeah sure, thanks Randy. Look, Genesys cloud is a 403 00:25:14,800 --> 00:25:19,230 Global cloud platform, just like Zoom and Zoom Phone, our 404 00:25:19,230 --> 00:25:24,730 Global platform, our Global Pops which I'll go through in 405 00:25:24,730 --> 00:25:29,330 a moment, all operate and inter operate with Zoom and 406 00:25:29,330 --> 00:25:32,980 Zoom Phone's Global Pops. Actually, this is actually going to 407 00:25:32,980 --> 00:25:36,970 be all configurable by the customer or at the time 408 00:25:36,970 --> 00:25:39,950 it's set up where you can actually choose which Genesys 409 00:25:40,390 --> 00:25:42,359 cloud region you want to operate. But at the same 410 00:25:42,359 --> 00:25:45,990 time, you can also choose which Zoom Phone region you'll 411 00:25:45,990 --> 00:25:47,560 be able to operate with as well. So you'll have 412 00:25:47,560 --> 00:25:51,850 full control over which regions due to local regulatory requirements 413 00:25:52,190 --> 00:25:56,369 at the time of the implementation. But at a global 414 00:25:56,369 --> 00:25:59,180 region, we have nine regions. We have two in the 415 00:25:59,180 --> 00:26:03,810 US, US East and US West. We've got Canada, Ireland, 416 00:26:04,410 --> 00:26:10,030 the UK and Frankfurt in Germany and originally South Korea. 417 00:26:10,190 --> 00:26:13,119 And we've also got Japan and Australia. But on top 418 00:26:13,119 --> 00:26:15,500 of that, it's not just about that footprint. It's also 419 00:26:15,500 --> 00:26:19,450 about language support. We support 18 languages through our user 420 00:26:19,450 --> 00:26:21,920 interface, and we even have a whole lot more than 421 00:26:21,920 --> 00:26:24,560 those 18 languages for our I- V- R and voice 422 00:26:24,560 --> 00:26:29,070 services as well, because it's really, we, we now live 423 00:26:29,070 --> 00:26:34,140 in a global community and more, I guess more importantly, 424 00:26:34,140 --> 00:26:37,730 we live in a growing virtual, global community as well. 425 00:26:38,970 --> 00:26:42,820 It's important to know that you can operate virtually anywhere and 426 00:26:42,869 --> 00:26:47,430 globally. And, we support thousands of customers today, actually I've 427 00:26:47,530 --> 00:26:51,619 across 60 countries, Pang Southern the, the largest contact centers. 428 00:26:52,140 --> 00:26:54,540 we even have some contact centers that were powering over 429 00:26:54,540 --> 00:26:58,650 25,000 agents in that context center. So, this is scale 430 00:26:59,030 --> 00:27:01,970 on a, on a global level, but really excited that 431 00:27:02,000 --> 00:27:05,630 we're bringing this global platform global network. That's powering all 432 00:27:05,630 --> 00:27:08,830 these interactions for our customers. And now we're going to 433 00:27:08,830 --> 00:27:11,730 extend that with this great VR first experience powered by 434 00:27:11,730 --> 00:27:15,750 Zoom. So Neil, maybe you can tell us about, the zoom 435 00:27:15,750 --> 00:27:21,960 phone, global story. All right. Yeah. That Zoom Global picture. 436 00:27:22,480 --> 00:27:28,410 Yeah. We have a pretty extensive global footprint. We currently 437 00:27:28,410 --> 00:27:32,510 have data centers in 18 countries around the world. These 438 00:27:32,510 --> 00:27:35,670 are all active, active, fully redundant data centers. So one 439 00:27:35,670 --> 00:27:39,150 outage in a specific region, doesn't take down our customer 440 00:27:39,150 --> 00:27:42,270 base by any stretch of the meetings. And these are 441 00:27:42,270 --> 00:27:46,640 man by zoom employees. So these are, we, we have 442 00:27:46,640 --> 00:27:49,390 a mix of running our own data centers, which is 443 00:27:49,390 --> 00:27:51,780 what I'm showing here. Then we also take advantage of 444 00:27:51,780 --> 00:27:55,640 a lot of public cloud services from AWS, Google, Microsoft, 445 00:27:55,640 --> 00:27:57,830 Azure, etc. So we want to make sure that we 446 00:27:57,830 --> 00:28:00,380 have a fully redundant and that we're using the best 447 00:28:00,380 --> 00:28:03,859 technology available to provide the highest quality of service for 448 00:28:03,859 --> 00:28:07,119 our customers. From a zoom phone perspective, when it comes 449 00:28:07,119 --> 00:28:12,300 to PSTN access today, we have native PSTN support in 450 00:28:12,330 --> 00:28:15,780 18 different countries. You can visit our website for our list 451 00:28:15,780 --> 00:28:18,490 of all of those countries. We have an additional 25 452 00:28:18,490 --> 00:28:20,810 countries where we can provide PST and access and phone 453 00:28:20,810 --> 00:28:23,800 numbers currently in beta. And we expect those to come 454 00:28:23,800 --> 00:28:26,200 out of beta the summer, which will give us about 455 00:28:26,210 --> 00:28:30,740 47 countries where we can provide a full, complete PSTN 456 00:28:31,060 --> 00:28:37,090 PBX replacement. We are also offering, BYOC bring your own 457 00:28:37,090 --> 00:28:40,310 carrier. So if you have a requirement outside of the 458 00:28:40,330 --> 00:28:44,840 47 countries that we're in today, then you can bring 459 00:28:44,840 --> 00:28:47,860 the sip trunk from that, from that local service provider, 460 00:28:47,860 --> 00:28:50,550 right into the zoom cloud, and then light up the 461 00:28:50,550 --> 00:28:53,410 surface that way. So we're, we're very, very flexible. And 462 00:28:53,420 --> 00:28:57,370 of course our goal is to provide complete global coverage 463 00:28:58,200 --> 00:29:01,180 everywhere. And so we're, we're marching really fast to make 464 00:29:01,180 --> 00:29:08,330 sure that that happens. Okay. All right. So I know 465 00:29:08,330 --> 00:29:11,440 that Neil, you wanted to take a moment to just 466 00:29:11,440 --> 00:29:15,510 talk about security. Yeah. Security as a topic that comes 467 00:29:15,510 --> 00:29:19,550 up every day at Zoom, it is incredibly important to 468 00:29:19,550 --> 00:29:23,440 us with so many people relying on us and, and 469 00:29:23,440 --> 00:29:27,120 business to continue working as well as in their personal 470 00:29:27,120 --> 00:29:29,700 lives, taking that yoga class, like in that music lesson, 471 00:29:30,040 --> 00:29:32,390 having those happy hours that we want to make sure 472 00:29:32,390 --> 00:29:37,580 that your information is completely protected. So we recently migrated 473 00:29:37,580 --> 00:29:42,270 in Twitter, 56 bit AGC or a yeah. GCM encryption, 474 00:29:43,290 --> 00:29:47,450 apologize for butchering the acronym. And we also make sure 475 00:29:47,450 --> 00:29:49,640 every zoom phone call is encrypted as well. So we 476 00:29:49,640 --> 00:29:57,130 use SFTP encryption, we used 256 BAS authentic TLS authentication. 477 00:29:57,130 --> 00:30:00,210 So everything is secured and don't just take our word 478 00:30:00,210 --> 00:30:02,600 for it. We also have certifications by some of the 479 00:30:02,600 --> 00:30:07,550 top security and privacy groups in the world. So we 480 00:30:07,550 --> 00:30:11,360 are GDPR. We it's all been verified through Trust Arc. 481 00:30:11,860 --> 00:30:16,320 We have in the United States, we are FedRAMP moderate 482 00:30:16,320 --> 00:30:19,040 for the entire platform. So for zoom meetings and now 483 00:30:19,040 --> 00:30:24,060 zoom phone, which means that the, the department where the 484 00:30:24,060 --> 00:30:29,990 federal agencies like DISA etc, can use us in there. 485 00:30:29,990 --> 00:30:33,680 So if we've been vetted and, and, and authorized by 486 00:30:33,680 --> 00:30:36,700 the federal government, you can be assured that the platform 487 00:30:36,710 --> 00:30:40,040 is secure. We also, in the newest version of our 488 00:30:40,040 --> 00:30:44,360 application in zoom 5.0, we allow you to opt in 489 00:30:44,360 --> 00:30:47,930 and opt out of specific geo. So that, we do 490 00:30:47,930 --> 00:30:51,120 automatic geo based routing of all of our calls and 491 00:30:51,120 --> 00:30:54,810 all of our meetings. And if you are in a 492 00:30:54,810 --> 00:30:57,970 meeting and you want to make sure that those calls 493 00:30:57,970 --> 00:31:00,190 don't, for some reason, get routed outside of the country, 494 00:31:00,190 --> 00:31:03,920 that you're currently in, you can actually choose, the user 495 00:31:03,920 --> 00:31:06,820 can choose. The admin can choose which data centers are 496 00:31:06,820 --> 00:31:09,450 routed through which geos they route through, or they want 497 00:31:09,450 --> 00:31:12,390 to opt out of. So not only are we providing 498 00:31:12,390 --> 00:31:15,880 all these great security on top, that we are allowing 499 00:31:15,880 --> 00:31:18,310 users to choose which data centers they route through, which 500 00:31:18,310 --> 00:31:21,990 is something none of our competitors do. So we're really 501 00:31:21,990 --> 00:31:24,220 taking it to the next level. It's, it's very important. 502 00:31:24,500 --> 00:31:27,560 And I don't even know what to say is just, 503 00:31:28,250 --> 00:31:30,030 I think it speaks for itself, but if there are 504 00:31:30,030 --> 00:31:32,970 questions, of course, reach out to us. We have a 505 00:31:32,970 --> 00:31:34,920 whole bunch of landing pages on the zoom website that 506 00:31:34,920 --> 00:31:37,750 goes into more depth on this, and you would ever 507 00:31:37,750 --> 00:31:43,250 want to go into, Yeah, we have a full set, 508 00:31:43,300 --> 00:31:45,720 a full set of acronyms on our site too. So 509 00:31:46,050 --> 00:31:50,210 yeah, Yeah. We love our acronyms. It's an ongoing effort. Security. It never stops 510 00:31:50,430 --> 00:31:53,210 it's you have to always be working on that. Okay. 511 00:31:53,210 --> 00:31:58,570 Let's look at, we mentioned that we have some, we 512 00:31:58,570 --> 00:32:01,620 want to talk a little bit about this. Yeah. No, 513 00:32:01,620 --> 00:32:09,160 thanks Randy. We've had some customers already using that integration 514 00:32:09,160 --> 00:32:11,860 that I mentioned, that we've had available now for a 515 00:32:11,860 --> 00:32:15,520 few months. I'd like to maybe just walk through some 516 00:32:15,520 --> 00:32:20,510 of those. Our telephone integration has been in place between 517 00:32:20,510 --> 00:32:24,210 Genesys Cloud and Zoom Phone. Actually, if you go to Zoom 518 00:32:24,210 --> 00:32:28,080 Phone today, you can actually click and see Genesys Cloud 519 00:32:29,130 --> 00:32:34,570 and connect to that as a telephone integration. That's available 520 00:32:34,570 --> 00:32:39,730 today and Sentinel benefits and the financial group. They've actually 521 00:32:39,730 --> 00:32:42,530 been using it for a number of months and they've seen the 522 00:32:42,530 --> 00:32:46,640 real benefits of really connecting that front office with the 523 00:32:46,640 --> 00:32:49,850 back office. Really connecting the contact center with the rest 524 00:32:49,850 --> 00:32:53,610 of their organization. Remember, it's all about the whole company 525 00:32:53,760 --> 00:32:57,690 that needs to help customers. They've really seen those benefits 526 00:32:57,710 --> 00:33:00,920 of being able to have that on their calling, the 527 00:33:00,920 --> 00:33:03,010 ability to be able to transfer calls back and forth 528 00:33:04,620 --> 00:33:09,080 securely, quickly, and easily between Genesys Cloud and Zoom Phone. 529 00:33:10,570 --> 00:33:12,240 They can see that they're going to be able to 530 00:33:12,240 --> 00:33:16,570 resolve things faster, quicker, and just provide a better customer 531 00:33:17,000 --> 00:33:22,850 experience. We've also got Company Nurse. They've been an existing 532 00:33:23,150 --> 00:33:27,010 Genesys Cloud customer for some time and also a Zoom 533 00:33:27,010 --> 00:33:32,390 customer. Now, they've called out and identified what they see 534 00:33:32,390 --> 00:33:36,710 is the advantages where if they can bring that video 535 00:33:36,710 --> 00:33:40,330 first experience through video meetings and add that to the 536 00:33:40,330 --> 00:33:45,570 communications, they'll be able to collaborate better together and really 537 00:33:45,570 --> 00:33:50,010 help their employees help them with their customers at that 538 00:33:50,010 --> 00:33:55,580 time of need. Because really, they're doing triage at that 539 00:33:55,580 --> 00:33:58,510 moment of truth that we talked about before, where people 540 00:33:58,510 --> 00:34:00,960 really need to help them. By adding video, that video 541 00:34:00,960 --> 00:34:03,490 experience is going to make it a whole lot better 542 00:34:03,490 --> 00:34:06,070 for what they do, which is pretty important for a 543 00:34:06,070 --> 00:34:10,390 lot of companies. Look, we're really excited to see how 544 00:34:10,670 --> 00:34:17,410 customers are starting to use capabilities between Genesys Cloud and 545 00:34:17,410 --> 00:34:21,590 Zoom and Zoom Phone, but I'm even more excited by 546 00:34:21,590 --> 00:34:23,750 what the new capabilities that we're going to be able 547 00:34:23,750 --> 00:34:27,300 to deliver and we're just getting started on this journey. 548 00:34:28,460 --> 00:34:35,110 Perfect. Okay. We've talked about friction. We've talked about usability. 549 00:34:35,270 --> 00:34:37,880 Let's take a look at what does this look like? 550 00:34:39,130 --> 00:34:42,080 Jeff, do you want to take us through a demo 551 00:34:42,080 --> 00:34:45,900 here? Yeah. I sure will. Let me just take control here. 552 00:34:47,280 --> 00:34:50,739 Okay. Let me just set this up before we get 553 00:34:51,000 --> 00:34:56,830 started. In this walkthrough of the demo, we have a 554 00:34:56,830 --> 00:35:01,300 customer that is utilizing Genesys Cloud and Zoom Phone for 555 00:35:01,300 --> 00:35:04,719 their cloud PBX. We're going to walk through that experience 556 00:35:04,719 --> 00:35:13,460 very quickly. Okay. Control. There we go. Okay. Here we go. 557 00:35:13,460 --> 00:35:18,850 All right. We've got an organization called G Bank and 558 00:35:18,850 --> 00:35:21,760 I'd like you to meet Trey. He's working in the 559 00:35:21,760 --> 00:35:24,890 front office and they're using Genesys Cloud for their front 560 00:35:24,890 --> 00:35:27,530 office here and how are they're going to interact with customers. But as 561 00:35:27,530 --> 00:35:31,750 I mentioned, G Bank uses Zoom Phone as their enterprise 562 00:35:31,750 --> 00:35:36,670 cloud communications system. That front office, that back office, it's 563 00:35:36,670 --> 00:35:39,050 about how we bring them together. We're going to explore 564 00:35:39,570 --> 00:35:44,570 that story here. Okay. First of all, this is the 565 00:35:44,719 --> 00:35:49,710 Genesys Cloud desktop and Trey is one of our customer 566 00:35:49,770 --> 00:35:54,690 service representatives. He's logging into the G Bank queue. You can 567 00:35:54,690 --> 00:35:56,489 see he's going to go on queue there and he 568 00:35:56,489 --> 00:35:59,180 clicks on queue and he can start receiving incoming calls 569 00:35:59,180 --> 00:36:04,170 from customers. As you'd be very surprised, he has a call 570 00:36:04,170 --> 00:36:08,830 that comes in and Lindsay, who's a customer of G 571 00:36:08,830 --> 00:36:13,670 Bank, she rings up. She's wanting more information about a 572 00:36:13,670 --> 00:36:15,420 mortgage on a new vacation home. Trey answers that call. 573 00:36:17,510 --> 00:36:29,150 Okay. Trey is now talking to Lindsay and he's learning 574 00:36:29,150 --> 00:36:34,010 more about what Lindsay wants and actually doesn't have all 575 00:36:34,010 --> 00:36:38,070 the answers to Lindsay's questions. He needs to find someone 576 00:36:38,070 --> 00:36:42,850 in the mortgage department to help Lindsay. Again, he needs 577 00:36:42,980 --> 00:36:45,320 a subject matter expert in the back office, in the 578 00:36:45,320 --> 00:36:49,370 enterprise, to help solve that customer request then and there, 579 00:36:49,370 --> 00:36:54,570 that moment of truth. He asked Lindsay to hold while 580 00:36:54,560 --> 00:36:58,219 he goes to find someone that can help with all 581 00:36:58,219 --> 00:37:05,410 the answers. What Trey does, you can see here, he 582 00:37:05,730 --> 00:37:09,370 looks to do a transfer and he types in'mortgage department,' 583 00:37:09,430 --> 00:37:11,930 which you can see on the screen here. You can 584 00:37:11,930 --> 00:37:16,040 see now by him typing in'mortgage department,' he's brought up 585 00:37:16,080 --> 00:37:19,270 who's available in the mortgage department. We have Chris here 586 00:37:19,270 --> 00:37:22,770 and you can see the little Zoom Phone icon there. 587 00:37:23,980 --> 00:37:27,219 Chris is a Zoom Phone user. This is a real 588 00:37:27,219 --> 00:37:31,620 time presence. Chris is in the mortgage department through that 589 00:37:31,620 --> 00:37:39,700 unified directory we were talking about and importantly, it's green 590 00:37:39,840 --> 00:37:44,219 with our presence showing Chris is available, even though he's 591 00:37:44,219 --> 00:37:50,510 on Zoom Phone. What Chris does is keeps the call 592 00:37:50,510 --> 00:37:57,480 going and places a call to Chris, through his agent 593 00:37:57,480 --> 00:38:01,930 desktop, through Genesys Cloud. Chris, who's on Zoom Phone, through 594 00:38:01,930 --> 00:38:08,950 that unified experience, Chris's phone, Zoom Phone desktop starts ringing. 595 00:38:09,150 --> 00:38:12,860 He can see it's actually from the contact center within 596 00:38:12,860 --> 00:38:18,000 G Bank. He gets that call, knows it's from the 597 00:38:18,000 --> 00:38:22,840 contact center, and starts to speak to Chris about the 598 00:38:23,300 --> 00:38:28,210 query. He mentions that he's got Lindsay on the line, 599 00:38:28,210 --> 00:38:31,600 who's got some questions about this mortgage. What he's going 600 00:38:31,600 --> 00:38:37,670 to do is, he basically... Whoops, sorry. Too many steps. 601 00:38:37,670 --> 00:38:40,590 He basically says, " Chris, can you take the call with 602 00:38:40,590 --> 00:38:44,430 Lindsay?" Chris is very happy to speak to Lindsay and 603 00:38:44,430 --> 00:38:48,190 help her with her mortgage questions. He transfers the call 604 00:38:48,980 --> 00:38:52,670 over to Chris and gets on with helping other customers. 605 00:38:54,989 --> 00:38:57,820 The outcome here was that Trey didn't have to worry 606 00:38:57,820 --> 00:39:02,520 about using another interface, one desktop application, and more importantly, 607 00:39:02,520 --> 00:39:09,160 could collaborate and provide that, what we call 'warm transfer,' 608 00:39:09,440 --> 00:39:12,180 where he could actually speak to Chris, make sure he's 609 00:39:12,180 --> 00:39:15,810 available, make sure more importantly that he's able to help 610 00:39:15,810 --> 00:39:18,420 Lindsay then and there and then connect her to, and 611 00:39:18,420 --> 00:39:20,739 then drop off the call. That's providing that end-to- end 612 00:39:20,739 --> 00:39:24,270 experience between that front office and that back office, collaborating 613 00:39:24,270 --> 00:39:27,620 together without having to worry about what application I'm using 614 00:39:27,620 --> 00:39:35,170 as a native experience. Let's go to the second demo 615 00:39:35,170 --> 00:39:39,230 here. This time we've got I guess, G Bank is 616 00:39:39,710 --> 00:39:44,040 the example customer again. This time, they're using Genesys Cloud 617 00:39:44,660 --> 00:39:49,620 and they use Zoom Meetings for collaboration. We'll take a 618 00:39:49,620 --> 00:39:54,780 slightly different way of this story. Okay. We've got Trey 619 00:39:54,780 --> 00:39:59,830 again. Now, Trey has his Zoom Meetings fully integrated into 620 00:39:59,830 --> 00:40:01,900 the Genesys Cloud desktop. So, you can see he's got 621 00:40:02,150 --> 00:40:08,440 a Zoom meetings platform net. So, he's already fully authenticated 622 00:40:08,500 --> 00:40:12,190 and secure into his Genesys Cloud desktop. So he doesn't 623 00:40:12,190 --> 00:40:15,260 have to think about where the best starting up Zoom 624 00:40:15,260 --> 00:40:19,480 meeting separately. It's already contained within his environment as that 625 00:40:19,480 --> 00:40:23,390 single experience, that unified single experience. So again, in this 626 00:40:23,390 --> 00:40:26,830 situation, he goes back on queue ready to take calls 627 00:40:27,410 --> 00:40:32,460 and yes, we've got Lindsey calling again, similar story. But 628 00:40:32,460 --> 00:40:36,780 in this case, Lindsey is looking for information say on 629 00:40:36,989 --> 00:40:42,690 Gbank's website about a mortgage. So, specific information in this 630 00:40:42,690 --> 00:40:45,780 case. So, what Trey does says, " Yeah, look, let me 631 00:40:46,030 --> 00:40:51,070 help you here." And so Trey puts Lindsey on hold 632 00:40:51,300 --> 00:40:53,910 and he's going to go in again, talk to someone 633 00:40:54,030 --> 00:40:56,640 in the back office that subject matter expert. Yes, you're 634 00:40:56,640 --> 00:40:58,400 probably right. It's going to be Chris again. But what 635 00:41:00,550 --> 00:41:03,270 he does this time, because in this situation, they're not 636 00:41:03,270 --> 00:41:07,610 running the Zoom Phone, but he can see through the 637 00:41:07,610 --> 00:41:11,170 directory here that Chris is available in this case, but 638 00:41:11,170 --> 00:41:14,760 more importantly, he's available and online and what he wants 639 00:41:14,760 --> 00:41:19,300 to do. He actually starts a chat session with Chris 640 00:41:19,489 --> 00:41:23,750 through Genesys Cloud. And through that chat session, he kind 641 00:41:23,750 --> 00:41:25,980 of, if we just click here, " Chris, are you available 642 00:41:25,980 --> 00:41:29,719 to have a quick chat? I need some help short 643 00:41:29,719 --> 00:41:33,570 let's jump on a zoom." So all Trey has to 644 00:41:33,570 --> 00:41:36,680 do from his desktop is click Zoom Meetings. Let's start 645 00:41:36,680 --> 00:41:40,290 a Zoom Meeting, what a great unified experience that is. 646 00:41:40,530 --> 00:41:45,460 So, he clicks the Zoom Meeting link there, and that 647 00:41:46,300 --> 00:41:48,870 creates a Zoom Meeting then and there in the Genesys 648 00:41:48,880 --> 00:41:55,700 Cloud desktop, like you can see here. So, Genesys Cloud 649 00:41:55,760 --> 00:41:59,950 and Zoom Meetings embedded in the single experience. I don't 650 00:42:00,070 --> 00:42:04,210 have to worry about different applications, it's one single unified 651 00:42:04,210 --> 00:42:08,239 tune. So again, Trey and Chris can focus on how 652 00:42:08,239 --> 00:42:12,780 they're going to help this customer. So, Chris quickly explains 653 00:42:12,780 --> 00:42:19,460 where through Zooms screen sharing and shows exactly where the 654 00:42:19,460 --> 00:42:22,810 information is on the Gbank website, so he can help 655 00:42:23,120 --> 00:42:27,570 Lindsey with this query. So, Chris has been able to help, 656 00:42:27,620 --> 00:42:29,950 they've been able to collaborate in real time, that real- 657 00:42:29,950 --> 00:42:33,530 time resolution that we spoke about before. And with that, 658 00:42:34,320 --> 00:42:37,050 Trey goes back to Lindsey to say, " Yeah, let me 659 00:42:37,050 --> 00:42:39,800 help you. It's on the website." But Lindsey says, in 660 00:42:39,800 --> 00:42:42,410 this case, " I'm actually not in front of my computer. 661 00:42:42,630 --> 00:42:48,070 Could you send me a link through an SMS so 662 00:42:48,070 --> 00:42:50,250 I can look at it on my phone later." So 663 00:42:50,250 --> 00:42:53,940 he says" Sure." So, Trey sends an SMS with that 664 00:42:53,940 --> 00:42:59,440 link, that URL to Lindsey on her phone. And Lindsey's 665 00:42:59,440 --> 00:43:02,870 got the information she needs. And again, that front office 666 00:43:02,870 --> 00:43:07,260 and that back office through communication and collaboration, not into 667 00:43:07,260 --> 00:43:10,489 worrying about the technology, but worrying about what the customer outcome 668 00:43:10,489 --> 00:43:15,040 is, helping resolve that. So that's a little bit of 669 00:43:17,660 --> 00:43:19,830 an example, a bit of a sneak peek there on 670 00:43:19,830 --> 00:43:23,860 how Genesys Cloud with Zoom Phone can provide that video 671 00:43:23,860 --> 00:43:27,960 first communication and collaboration experience. So again, across the whole 672 00:43:27,960 --> 00:43:32,830 enterprise or alternatively being able to use Zoom Meetings to 673 00:43:32,830 --> 00:43:35,230 spin up and drive into the, if a customer is 674 00:43:35,230 --> 00:43:38,250 using Zoom Meetings as a key part of the collaboration, 675 00:43:38,480 --> 00:43:41,020 we can integrate with Zoom Meetings as well and provide 676 00:43:41,020 --> 00:43:46,370 that single unified experience, that'd be Randy. All right. So 677 00:43:46,370 --> 00:43:48,850 as we can tell from the slide Q& A is 678 00:43:48,850 --> 00:43:52,870 coming up next. We've got, we're sure you guys have a lot of 679 00:43:52,870 --> 00:43:55,030 questions. I see the number is getting bigger under the 680 00:43:55,030 --> 00:43:58,560 Q& A tab here in Zoom. So to give you 681 00:43:58,560 --> 00:44:01,469 guys a little bit more time, if you have additional 682 00:44:01,469 --> 00:44:03,390 questions you want to write and to give us time 683 00:44:03,610 --> 00:44:05,780 to go look at the questions that are already there, 684 00:44:05,960 --> 00:44:09,270 let's do a poll. And so if Josh can put 685 00:44:09,270 --> 00:44:13,440 the poll up. Awesome. Okay. So you guys take a 686 00:44:13,440 --> 00:44:16,489 look at the poll, give us some more feedback on 687 00:44:16,489 --> 00:44:21,200 how you're using these different collaborations systems. And we're going 688 00:44:21,200 --> 00:44:25,969 to go look at the Q& A. And that's just 689 00:44:25,969 --> 00:44:29,250 as a friendly reminder to everybody as you're throwing questions 690 00:44:29,250 --> 00:44:32,480 into the Q& A window, we have about 15- ish 691 00:44:32,480 --> 00:44:36,080 minutes left on today's session. So don't fret if we 692 00:44:36,080 --> 00:44:38,440 don't make it to your question live, we will follow 693 00:44:38,440 --> 00:44:40,600 up with you via email within the next few business 694 00:44:40,600 --> 00:44:44,100 days. And as we're about to close out the poll 695 00:44:44,100 --> 00:44:46,730 here, just go ahead and remember to use the Q& 696 00:44:46,730 --> 00:44:48,820 A window and not the chat window, just so that 697 00:44:48,820 --> 00:45:16,110 we don't miss your questions moving forward. All right. Time 698 00:45:16,110 --> 00:45:19,910 goes so fast when you're on this side. It's And 699 00:45:24,290 --> 00:45:26,560 just let me know, Randy, when you want to see those results. 700 00:45:26,710 --> 00:45:30,570 Yeah. Tell me when you want to throw that. Yep. 701 00:45:30,570 --> 00:45:34,350 I'll go ahead and throw them up now. So you 702 00:45:34,350 --> 00:45:37,420 should see them on your screen. All right. Neil is 703 00:45:37,489 --> 00:45:41,969 smiling at this point. Yeah. And you've got some opportunities. 704 00:45:41,969 --> 00:45:46,330 Look at those other companies that are using... It's a big 705 00:45:46,330 --> 00:45:50,070 market. It's a big market. It is! It's room for 706 00:45:50,070 --> 00:45:59,540 everybody. Lots of solutions out there. Yep. All right. So, 707 00:45:59,540 --> 00:46:02,750 I got some good questions in here. I think some 708 00:46:02,750 --> 00:46:06,760 of these we have answered peripherally as we've been going 709 00:46:06,760 --> 00:46:08,960 through it so far, but I know the one question 710 00:46:09,360 --> 00:46:12,430 that we hear a lot is how do you get 711 00:46:12,450 --> 00:46:17,090 on board? So Jeff, basically a call us thing? Yeah, 712 00:46:17,130 --> 00:46:22,730 sure. Look, we're going to end with the Genesys. com/ 713 00:46:22,730 --> 00:46:27,650 Zoom link I know in a little while, but what 714 00:46:27,650 --> 00:46:29,440 I would be suggesting is go have a look at 715 00:46:29,440 --> 00:46:33,840 Genesys. com/ Zoom as a standpoint. And there's a start 716 00:46:33,840 --> 00:46:37,700 zooming button right there. And you can connect with us 717 00:46:37,700 --> 00:46:41,360 and we'll have someone speak to you real quickly. So, 718 00:46:42,239 --> 00:46:45,000 my advice is if you want to learn more, but 719 00:46:45,000 --> 00:46:48,180 also get started and you might be a Zoom customer 720 00:46:48,180 --> 00:46:53,040 and a Genesys customer already you can start and we'll 721 00:46:53,040 --> 00:46:55,420 get you, we'll start that conversation so you can get 722 00:46:55,420 --> 00:47:02,320 ready for next month. So Genesys.com/Zoom. Okay. So, Neil, you 723 00:47:02,320 --> 00:47:05,190 guys, if there're Zoom customer and they're interested in looking 724 00:47:05,190 --> 00:47:09,420 at Genesys Cloud, what should they do? Yeah. If you're 725 00:47:09,420 --> 00:47:12,670 an existing customer feel free to go to Genesys/ Zoom 726 00:47:12,670 --> 00:47:14,780 and reach out to them directly. They know how to 727 00:47:14,780 --> 00:47:16,410 get in touch with us and how to set it 728 00:47:16,410 --> 00:47:20,420 up or work with your existing account executive at Zoom. 729 00:47:20,640 --> 00:47:23,440 And they'll also bring in the appropriate people from the 730 00:47:23,440 --> 00:47:26,750 Zoom Phone team, as well as the Genesys team. So 731 00:47:26,750 --> 00:47:28,590 I think we want to eliminate as much friction as 732 00:47:28,590 --> 00:47:31,420 possible. If you're a customer of either one of the 733 00:47:31,420 --> 00:47:34,620 platforms already today, just reach out to your current account 734 00:47:34,620 --> 00:47:37,410 executive and we'll make sure that everything's routed and we 735 00:47:37,410 --> 00:47:41,910 get you taken care of as fast as possible. Okay. 736 00:47:41,969 --> 00:47:45,230 So, I see a recurring question in here about using 737 00:47:46,260 --> 00:47:51,520 Zoom to support between agents and customers. And I know 738 00:47:51,520 --> 00:47:54,140 this is one of the things that we've had lots 739 00:47:54,140 --> 00:47:59,370 and lots of conversations about internally. Jeff, take it away. 740 00:47:59,640 --> 00:48:03,300 That's a great question and a question that is a constant 741 00:48:03,670 --> 00:48:07,270 part of our conversation as you suggested. As you would 742 00:48:07,270 --> 00:48:10,350 have noticed from today's presentation, we've been talking very much 743 00:48:10,350 --> 00:48:14,239 around the collaboration between the front office and the back 744 00:48:14,239 --> 00:48:19,560 office. That is very much where we want to start 745 00:48:19,560 --> 00:48:24,400 with our Genesys Cloud and Zoom journey. But as part 746 00:48:24,400 --> 00:48:28,110 of that journey, we definitely see some key use cases 747 00:48:28,110 --> 00:48:32,969 for the ability to use video power through Zoom with 748 00:48:33,570 --> 00:48:37,770 customers directly. This is definitely on our roadmap, but in 749 00:48:37,770 --> 00:48:42,270 this, I guess, first drop that we're delivering next month. 750 00:48:42,550 --> 00:48:44,770 We're really focusing on bringing that front office and that 751 00:48:44,770 --> 00:48:48,500 back office together. Same time, we also want to get 752 00:48:48,500 --> 00:48:52,830 feedback from customers who are utilizing that new experience that 753 00:48:52,830 --> 00:48:56,250 we're delivering together and get some real world feedback. Because 754 00:48:56,620 --> 00:48:59,469 the same time we've also had a lot of feedback where 755 00:49:00,100 --> 00:49:05,450 providing video in a contact center sphere has historically been 756 00:49:05,450 --> 00:49:09,530 perceived with different thoughts and considerations because it is a 757 00:49:09,530 --> 00:49:13,040 visual experience. I think also the last few months, we've 758 00:49:13,040 --> 00:49:16,560 all learned that the video experience is such an important 759 00:49:16,560 --> 00:49:19,450 experience and at the same time, we've all learned how 760 00:49:19,450 --> 00:49:22,400 to drive video experiences. I can see this changing really 761 00:49:22,400 --> 00:49:27,230 rapidly in the market that providing customer video experiences into 762 00:49:27,230 --> 00:49:29,170 the contact center it's going to become a very key 763 00:49:29,170 --> 00:49:34,110 way of interacting and engaging and helping customers. The answer 764 00:49:34,480 --> 00:49:39,860 is not today, but in the near future. I think 765 00:49:39,860 --> 00:49:42,560 this is interesting. I mean, from a cloud culture, you 766 00:49:42,560 --> 00:49:46,700 want to get there with something that's useful as quickly as 767 00:49:46,700 --> 00:49:50,830 you can and then build from that. That's part of 768 00:49:50,830 --> 00:49:55,430 our approach with Genesys Cloud. This is fantastically useful, what 769 00:49:55,430 --> 00:50:00,150 we're going to be offering now. But we got room 770 00:50:00,150 --> 00:50:05,930 to grow. Oh, this is a first grade step, but 771 00:50:05,930 --> 00:50:10,110 we've got a very exciting roadmap that we're looking to develop but 772 00:50:10,200 --> 00:50:12,330 we want to make sure it's delivering the right outcomes 773 00:50:12,330 --> 00:50:22,210 for our customers. Neil, you want to throw in on that? I think just 774 00:50:22,210 --> 00:50:26,830 removing that friction is key to what we're doing. I 775 00:50:26,830 --> 00:50:28,840 didn't really have anything more to add. I thought Jeff 776 00:50:28,900 --> 00:50:36,140 covered it brilliantly. Okay. One of the things that we hear 777 00:50:36,140 --> 00:50:40,700 as a recurring question on the customer experience side, it's 778 00:50:41,430 --> 00:50:49,320 a lot of focus on efficiency and how long it 779 00:50:49,320 --> 00:50:53,060 takes to resolve issues. Do you think we're going to 780 00:50:53,060 --> 00:50:58,050 be seeing any time- savings or improved resolution rate through 781 00:50:58,070 --> 00:51:06,719 using these two fantastic cloud solutions together? Randy, I think 782 00:51:06,719 --> 00:51:10,770 that's been a key theme of today actually is you 783 00:51:10,770 --> 00:51:18,260 remove friction, you empower employees across the whole organization. And 784 00:51:18,260 --> 00:51:21,969 you let people focus on, I guess, the outcomes they're 785 00:51:21,969 --> 00:51:25,760 trying to deliver. That creates efficiencies in its own right. 786 00:51:26,040 --> 00:51:30,969 The ability to have that presence, that unified directory and 787 00:51:30,969 --> 00:51:33,690 the ability to be able to transfer calls back and 788 00:51:33,690 --> 00:51:38,580 forth, seamlessly between Zoom Phone and Genesys Cloud without having 789 00:51:38,580 --> 00:51:40,710 to worry about what number I have to dial or 790 00:51:40,710 --> 00:51:44,320 what extension its on. It's all being able to search 791 00:51:44,380 --> 00:51:49,430 point and click type experiences, natively in that desktop that 792 00:51:49,430 --> 00:52:00,060 has inherent efficiencies. So the answer is, yes. Great. I 793 00:52:00,060 --> 00:52:02,730 do see a question here. This is the last question 794 00:52:02,730 --> 00:52:06,239 and then we need to move on to winding this up 795 00:52:06,239 --> 00:52:11,170 is, what are customers doing for archiving and playback of 796 00:52:11,170 --> 00:52:15,100 the video- based interactions? Neil. How's that going? I mean 797 00:52:15,700 --> 00:52:18,280 other than the- Can you repeat that? You broke up, 798 00:52:18,280 --> 00:52:24,650 just for a second. Sorry. Randy, could you repeat the 799 00:52:24,650 --> 00:52:29,739 question? Oh, yeah. Sorry. I was talking and not listening. 800 00:52:32,010 --> 00:52:35,510 How does the solution work with recording? I mean, those 801 00:52:35,590 --> 00:52:37,380 of us that are our Zoom users we know that 802 00:52:38,010 --> 00:52:39,880 seems to be one of those things in the settings 803 00:52:39,880 --> 00:52:42,890 that you can turn on and off for everything. How's 804 00:52:42,890 --> 00:52:47,190 that going? If you are elevating into a Zoom Meeting, 805 00:52:47,560 --> 00:52:52,380 we support recording on Zoom Phone as well. There's a 806 00:52:52,380 --> 00:52:55,640 couple of different options, we support on- demand recording. It's 807 00:52:55,640 --> 00:52:58,060 up to the agent or the user to initiate that 808 00:52:58,060 --> 00:53:02,180 recording in a meeting or on the phone call. We 809 00:53:02,180 --> 00:53:05,610 also support full- time automatic recording. Then you also have 810 00:53:05,610 --> 00:53:08,960 a choice as to where those recordings are stored. If 811 00:53:08,960 --> 00:53:12,300 it's more ad hoc, less formal, you can have on- 812 00:53:12,300 --> 00:53:14,540 demand call recording and have it stored locally on the 813 00:53:14,540 --> 00:53:18,320 users PC or they can opt to have it stored 814 00:53:18,450 --> 00:53:23,270 in Zoom's Cloud. Then once it's been stored, then you 815 00:53:23,270 --> 00:53:26,550 have the ability to export it, archive it, set data 816 00:53:26,550 --> 00:53:30,190 retention policies around it. Then we also have the ability 817 00:53:30,190 --> 00:53:33,950 to transcribe every recording. If you don't want to go 818 00:53:33,950 --> 00:53:36,380 back and listen to a Zoom Phone call recording or 819 00:53:36,380 --> 00:53:40,180 a Zoom Meeting recording, we provide automatic transcription services for 820 00:53:40,180 --> 00:53:43,610 free, it's part of the plan. I want some of 821 00:53:43,610 --> 00:53:48,469 that. I'm going to start using that. All right. We 822 00:53:48,469 --> 00:53:54,469 getting close to the end here. Everybody in our market 823 00:53:54,469 --> 00:53:58,350 is obsessed with digital and AI right now, for customer 824 00:53:58,350 --> 00:54:01,989 experience and it's a worthwhile conversation. But we all have 825 00:54:01,989 --> 00:54:06,810 seen during the disruption that we've been going through this 826 00:54:06,810 --> 00:54:11,969 year, that every day, how voice is still important. Especially 827 00:54:12,280 --> 00:54:14,710 when you can escalate that to video and you can 828 00:54:14,710 --> 00:54:19,890 add screen- share and these other collaboration channels easily. It's 829 00:54:19,890 --> 00:54:23,930 the most reliable way to deal with complex issues. This 830 00:54:23,930 --> 00:54:27,630 year it's pushed a lot of limits. Voice is changing 831 00:54:27,880 --> 00:54:33,790 and it's changing probably forever. Voice with video and collaboration, 832 00:54:34,080 --> 00:54:39,239 to share views, is now becoming the standard. Zoom shows 833 00:54:39,239 --> 00:54:43,469 that the power of flexibility and video collaboration is clear. 834 00:54:43,580 --> 00:54:47,750 As two cloud companies, we are embracing the potential that 835 00:54:47,760 --> 00:54:52,210 API integration will let us create. Genesys is pleased to 836 00:54:52,210 --> 00:54:57,020 start now. We're bringing customers the flexibility of Zoom Phone 837 00:54:57,020 --> 00:55:01,330 today and yes, that's July. But as we showed, it's 838 00:55:01,330 --> 00:55:04,610 already being used by some customers and if you start 839 00:55:04,610 --> 00:55:07,380 poking around, you'll start seeing signs of it popping up 840 00:55:07,380 --> 00:55:13,800 all over the place. We're bringing customers onboard, we want 841 00:55:13,800 --> 00:55:17,330 to share this flexibility with you. We're excited about what's 842 00:55:17,330 --> 00:55:22,469 going to come next and Neil bring it home. All 843 00:55:22,469 --> 00:55:25,440 right. Well, I just wanted to thank everybody for joining 844 00:55:25,440 --> 00:55:30,600 today's webinar. Zoom is all about connecting people, just like 845 00:55:30,610 --> 00:55:33,430 Genesys is and we want to eliminate as much friction 846 00:55:33,430 --> 00:55:37,330 as possible in between all of those interactions. Working closely 847 00:55:37,330 --> 00:55:40,270 with Genesys, I think we're bringing the market, this summer, 848 00:55:40,270 --> 00:55:43,590 a best of breed solution to accommodate all of those 849 00:55:43,590 --> 00:55:47,340 interactions. I just want to thank Randy, thank Jeff, and 850 00:55:47,340 --> 00:55:49,410 the rest of the Genesys team for allowing us to 851 00:55:49,590 --> 00:55:53,930 be here today. All right. Thank you. Thank you both. 852 00:55:55,710 --> 00:56:00,390 Here's that URL. You guys have a great day. Josh, 853 00:56:01,870 --> 00:56:06,310 wind it up. Will do. Thanks everybody for attending today's 854 00:56:06,320 --> 00:56:09,330 webcast. As I mentioned before, if you missed anything throughout 855 00:56:09,330 --> 00:56:13,290 today's presentation, you accidentally joined late, that's okay. Stay tuned, 856 00:56:13,290 --> 00:56:15,610 within the next few business days, you will receive a 857 00:56:15,610 --> 00:56:17,770 link to the on- demand recording to view at your 858 00:56:17,770 --> 00:56:21,469 convenience. As everybody's already mentioned, and as you can see 859 00:56:21,469 --> 00:56:24,040 on your screen, make sure you check out genesis. com/ 860 00:56:24,040 --> 00:56:28,080 zoom for additional information. As always until next time, have 861 00:56:28,080 --> 00:56:28,820 a good one, everyone.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001t7KLQAY"] Meet the Speakers Niel Levonius Product Marketing Lead Zoom Randy Carter Senior Director, Product Marketing Genesys Jeff Wise Vice President, Strategic Alliances Genesys (Optional) Pre Header [this_page_title] (Optional) Sub Title Intro Here.[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. 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Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.[mktoform cms_hold="RG"] Meet the Speakers Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Best Practice Webinar Managing change: From on-premises to cloud [cutoff co_thick="2px"][webinarschedulesingle]Moving from an existing on-premises contact center solution to a modern cloud architecture doesn’t have to be intimidating. A smart change management strategy lets you identify potential stumbling blocks and prepare to reach your organization’s goals. Join Genesys strategic business consultant Jodi Thompson for a roundtable discussion with Genesys customers who have been there and done that. You’ll learn: Essential components of managing change before, during and after a move to new contact center technology Lessons learned including what customers wished they had done differently How personalized migration plans and the Genesys team made it easier to navigate change Better customer and employee experiences await. Take the next step by registering today.[cutoff co_thick="2px"]1 00:00:04,850 --> 00:00:06,630 Good morning, evening and afternoon 2 00:00:06,630 --> 00:00:08,100 everyone. My name is Josh 3 00:00:08,100 --> 00:00:09,060 Reed and I'm going to 4 00:00:09,060 --> 00:00:10,140 be one of the moderators 5 00:00:10,140 --> 00:00:12,120 for today's presentation and let 6 00:00:12,120 --> 00:00:12,780 me be the first to 7 00:00:12,910 --> 00:00:13,880 welcome you to our on 8 00:00:13,880 --> 00:00:16,570 demand webinar, managing change from 9 00:00:16,570 --> 00:00:19,190 on premises to cloud. As 10 00:00:19,190 --> 00:00:19,950 per usual, I'm going to 11 00:00:19,950 --> 00:00:21,010 keep this short and sweet, 12 00:00:21,010 --> 00:00:21,500 but we do have a 13 00:00:21,500 --> 00:00:22,910 couple of housekeeping items I 14 00:00:22,910 --> 00:00:23,820 want to cover before we 15 00:00:23,820 --> 00:00:25,700 get started. First off, if 16 00:00:25,700 --> 00:00:27,510 you experience any problems viewing 17 00:00:27,510 --> 00:00:29,130 or listening to today's presentation, 18 00:00:29,400 --> 00:00:30,630 refresh your browser and make 19 00:00:30,630 --> 00:00:31,310 sure that it's up to 20 00:00:31,310 --> 00:00:33,240 date to support HTML5 as 21 00:00:33,240 --> 00:00:34,710 this usually fixes any console 22 00:00:34,710 --> 00:00:36,270 issues. It also might help 23 00:00:36,270 --> 00:00:36,980 to switch over to something 24 00:00:37,250 --> 00:00:39,100 like Chrome or Mozilla Firefox 25 00:00:39,100 --> 00:00:40,210 as well, as these are 26 00:00:40,210 --> 00:00:41,520 the best browsers to support 27 00:00:41,520 --> 00:00:44,640 the Webcast platform. And also 28 00:00:44,640 --> 00:00:45,830 note that we encourage you 29 00:00:45,830 --> 00:00:47,410 to submit questions to the Q& 30 00:00:47,730 --> 00:00:48,620 A window in the top 31 00:00:48,670 --> 00:00:49,870 middle of your screen, although 32 00:00:49,870 --> 00:00:50,820 this is an on demand 33 00:00:50,820 --> 00:00:52,690 recording, we will gather your 34 00:00:52,690 --> 00:00:54,210 questions after the fact and 35 00:00:54,210 --> 00:00:55,770 respond as promptly as we 36 00:00:55,770 --> 00:00:56,810 can within the next few 37 00:00:56,810 --> 00:00:58,160 business days. So if you hear 38 00:00:58,160 --> 00:00:59,590 anything throughout the presentation you 39 00:00:59,590 --> 00:01:00,520 want to learn more about, 40 00:01:00,520 --> 00:01:01,730 be sure to throw those questions 41 00:01:01,730 --> 00:01:04,150 in there. Also note that 42 00:01:04,190 --> 00:01:05,570 this is on demand, so you 43 00:01:05,570 --> 00:01:08,110 have full playback capabilities. If 44 00:01:08,110 --> 00:01:09,230 you miss anything, need to 45 00:01:09,230 --> 00:01:10,680 stop and take a meeting 46 00:01:10,680 --> 00:01:11,700 or anything like that, that's 47 00:01:11,700 --> 00:01:13,660 completely fine. You can pause, 48 00:01:13,660 --> 00:01:14,970 come back later, it's all 49 00:01:14,970 --> 00:01:18,220 up to your convenience. As 50 00:01:18,220 --> 00:01:19,500 I said, short and sweet. 51 00:01:20,020 --> 00:01:21,670 So I'm excited to introduce 52 00:01:21,670 --> 00:01:23,470 our panel today. We have 53 00:01:23,470 --> 00:01:25,360 my partner in crime here, 54 00:01:25,360 --> 00:01:26,830 Jody Thompson, she is going 55 00:01:26,830 --> 00:01:27,680 to be one of the 56 00:01:27,680 --> 00:01:29,490 moderators for today's- Presentation. She's 57 00:01:29,490 --> 00:01:31,800 the Senior Principal Business Consultant 58 00:01:31,800 --> 00:01:33,370 here at Genesys. We also 59 00:01:33,370 --> 00:01:35,450 have Laurie Bachland, the President 60 00:01:35,450 --> 00:01:37,410 of Strategic Contact. As well 61 00:01:37,410 --> 00:01:39,300 as two of our special 62 00:01:39,300 --> 00:01:40,970 customers from Coke Business Solutions. 63 00:01:40,970 --> 00:01:42,470 We have Julie Hopkins, the 64 00:01:42,470 --> 00:01:44,730 Project Manager and Dean the 65 00:01:44,730 --> 00:01:47,370 Platform Architect. So with all 66 00:01:47,370 --> 00:01:48,800 that being said, I'm actually 67 00:01:48,800 --> 00:01:50,210 going to hand things off to 68 00:01:50,210 --> 00:01:51,400 Jody today to kick off 69 00:01:51,480 --> 00:01:53,150 the conversation. Jody, the floor 70 00:01:53,150 --> 00:01:55,980 is yours. Thank you. Hi 71 00:01:55,980 --> 00:01:57,310 everyone, great to see you 72 00:01:57,640 --> 00:01:59,550 again. So let's talk about 73 00:01:59,550 --> 00:02:01,050 change. First of all, what 74 00:02:01,050 --> 00:02:01,780 I wanted to do is 75 00:02:01,870 --> 00:02:03,660 kick things off regarding level 76 00:02:03,660 --> 00:02:05,720 setting, what change management is. 77 00:02:05,720 --> 00:02:07,740 So change management is about 78 00:02:07,740 --> 00:02:11,090 ensuring individuals and organizational adoption 79 00:02:11,090 --> 00:02:13,710 of new technology. Also, about 80 00:02:13,770 --> 00:02:16,580 adoption of processes, roles, culture, 81 00:02:16,780 --> 00:02:18,110 all of that that comes 82 00:02:18,110 --> 00:02:20,130 with a contact center migration. 83 00:02:20,690 --> 00:02:22,500 So whether change is perceived 84 00:02:22,500 --> 00:02:24,730 as simple or complex, anticipating, 85 00:02:24,820 --> 00:02:26,240 preparing and manning for change 86 00:02:26,240 --> 00:02:28,410 is essential to any organization 87 00:02:28,410 --> 00:02:30,770 as we've discussed. One of 88 00:02:30,770 --> 00:02:31,750 the... I'm sorry, two of 89 00:02:31,830 --> 00:02:32,990 the top questions I hear 90 00:02:32,990 --> 00:02:36,520 from customers is" Why do 91 00:02:36,520 --> 00:02:37,820 change management in the first 92 00:02:37,820 --> 00:02:39,450 place?" And also, " How do 93 00:02:39,450 --> 00:02:41,570 other companies do change management?" 94 00:02:41,910 --> 00:02:44,050 So for today's conversation and 95 00:02:44,050 --> 00:02:45,500 we've talked about it before, 96 00:02:45,630 --> 00:02:46,390 we want to get your 97 00:02:46,390 --> 00:02:48,500 feedback and your insight. So 98 00:02:48,500 --> 00:02:49,420 I'm going to kick things 99 00:02:49,420 --> 00:02:51,470 over first to Laurie, and 100 00:02:51,470 --> 00:02:53,380 ask Laurie and then Julie, 101 00:02:53,920 --> 00:02:55,470 can you share with us 102 00:02:56,180 --> 00:02:59,050 what... about what change management 103 00:02:59,050 --> 00:03:01,970 means to you? Yeah. Thank 104 00:03:01,970 --> 00:03:06,360 you... It's one of my 105 00:03:06,360 --> 00:03:08,300 favorite topics. I got trained 106 00:03:08,300 --> 00:03:09,150 in it a long time 107 00:03:09,150 --> 00:03:10,720 ago and get to apply it 108 00:03:10,720 --> 00:03:12,130 on projects all the time 109 00:03:12,130 --> 00:03:13,230 as a consultant, I've worked 110 00:03:13,230 --> 00:03:13,980 with a lot of different 111 00:03:13,980 --> 00:03:16,450 companies. When I'm helping clients 112 00:03:16,450 --> 00:03:17,970 understand what we're talking about 113 00:03:17,970 --> 00:03:19,660 with change management, we say 114 00:03:19,660 --> 00:03:21,080 it's concepts and tools. Everyone 115 00:03:21,570 --> 00:03:23,670 understands that project management concept, 116 00:03:24,080 --> 00:03:25,710 but this is about helping, 117 00:03:25,710 --> 00:03:27,640 as you said, individuals and 118 00:03:27,640 --> 00:03:29,480 groups change. I like to 119 00:03:29,480 --> 00:03:30,160 think of it as a 120 00:03:30,160 --> 00:03:31,640 journey. Any project you're on 121 00:03:31,710 --> 00:03:33,230 a journey, and you want 122 00:03:33,230 --> 00:03:35,040 to bring everybody along successfully 123 00:03:35,040 --> 00:03:37,050 to that target destination, and 124 00:03:37,550 --> 00:03:38,350 you're going to hit some 125 00:03:38,350 --> 00:03:39,320 bumps. You're going to have 126 00:03:39,320 --> 00:03:40,900 some detours along the way 127 00:03:41,170 --> 00:03:42,730 and change management really helps 128 00:03:42,730 --> 00:03:44,790 everybody adjust and adapt as 129 00:03:44,790 --> 00:03:45,760 you go on that journey, 130 00:03:45,760 --> 00:03:47,110 and still hopefully end up 131 00:03:47,110 --> 00:03:48,420 at the right place together 132 00:03:48,420 --> 00:03:49,780 and able to get the 133 00:03:49,780 --> 00:03:52,410 benefits of that change. Good. 134 00:03:52,800 --> 00:03:54,330 Laurie, what's your insight to 135 00:03:54,400 --> 00:03:58,410 share? Yeah, thanks Laurie and so 136 00:03:58,660 --> 00:03:59,540 when I look at change 137 00:03:59,540 --> 00:04:01,420 management, I kind of... well 138 00:04:01,420 --> 00:04:02,680 I'm a project manager, so 139 00:04:02,680 --> 00:04:03,440 I view it from a 140 00:04:03,440 --> 00:04:05,870 project management and customer perspective. 141 00:04:06,430 --> 00:04:07,810 So anytime there is a 142 00:04:07,810 --> 00:04:09,860 project, there will be organizational 143 00:04:09,860 --> 00:04:11,620 changes that'll have to be 144 00:04:11,620 --> 00:04:13,100 thought through from a customer 145 00:04:13,100 --> 00:04:15,420 perspective and to Laurie's point, 146 00:04:15,420 --> 00:04:17,040 it's about identifying that bunch 147 00:04:17,040 --> 00:04:19,330 of people in a project. 148 00:04:19,330 --> 00:04:20,460 We call those the stake 149 00:04:20,460 --> 00:04:21,850 holders, and getting them bought 150 00:04:21,850 --> 00:04:23,640 into that vision and why 151 00:04:23,640 --> 00:04:24,960 the change is needed in 152 00:04:24,960 --> 00:04:26,440 determining the plan on how 153 00:04:26,440 --> 00:04:27,900 to get them to that 154 00:04:28,730 --> 00:04:30,570 desired state. So I feel 155 00:04:30,570 --> 00:04:32,150 like if you can create 156 00:04:32,150 --> 00:04:33,720 a framework or guard rails 157 00:04:33,720 --> 00:04:35,900 around that process, that really 158 00:04:35,900 --> 00:04:38,160 is very beneficial for organizations 159 00:04:38,160 --> 00:04:39,430 to be able to obtain 160 00:04:39,800 --> 00:04:40,680 and get to the goals 161 00:04:40,680 --> 00:04:43,790 of change management. Okay great. 162 00:04:43,790 --> 00:04:45,330 So we heard some keywords 163 00:04:45,330 --> 00:04:46,960 such as guardrails, which I 164 00:04:46,960 --> 00:04:48,620 really like that phrase and 165 00:04:48,980 --> 00:04:50,390 everything that was shared so 166 00:04:50,390 --> 00:04:52,020 far. But let's talk about 167 00:04:52,020 --> 00:04:54,130 real world experiences, so Dean, 168 00:04:54,730 --> 00:04:55,530 we'd like to hear from 169 00:04:55,530 --> 00:04:57,260 you regarding change management, but 170 00:04:57,260 --> 00:04:58,180 first, can you give us 171 00:04:58,180 --> 00:04:58,930 a little bit of a 172 00:04:58,930 --> 00:05:00,920 background as to what exactly 173 00:05:00,920 --> 00:05:02,430 what was driving change at 174 00:05:02,830 --> 00:05:05,130 Coke Global Solutions and address 175 00:05:05,130 --> 00:05:07,070 why change management became such 176 00:05:07,070 --> 00:05:08,620 an essential part of your 177 00:05:08,620 --> 00:05:10,880 organization. So if you'd like, 178 00:05:11,160 --> 00:05:12,290 I will push forward that 179 00:05:12,290 --> 00:05:14,410 first slide and you can 180 00:05:14,700 --> 00:05:17,180 give us some background. Sure. 181 00:05:18,160 --> 00:05:19,700 So yeah, we were doing 182 00:05:19,700 --> 00:05:21,340 a couple of things with 183 00:05:21,340 --> 00:05:22,600 this project. So I was 184 00:05:22,800 --> 00:05:24,180 obviously the technical resource for 185 00:05:24,180 --> 00:05:25,640 the project and Joy was 186 00:05:25,640 --> 00:05:27,610 my PM that coordinated the 187 00:05:29,820 --> 00:05:34,810 project. This particular piece of 188 00:05:34,810 --> 00:05:35,760 the project was part of 189 00:05:35,800 --> 00:05:36,870 I guess a program, which 190 00:05:36,870 --> 00:05:38,110 was a larger effort to 191 00:05:39,030 --> 00:05:40,580 bring Coke forward off of 192 00:05:40,580 --> 00:05:42,520 premise based infrastructure, some pretty 193 00:05:42,520 --> 00:05:44,010 common infrastructure. I think a lot of people 194 00:05:44,010 --> 00:05:46,050 will recognize and get into 195 00:05:47,290 --> 00:05:52,290 cloud services platform, Genesys being 196 00:05:52,290 --> 00:05:53,190 one of those. It was 197 00:05:53,190 --> 00:05:55,260 several things going on, but 198 00:05:55,260 --> 00:05:58,850 Genesys was obviously the focus 199 00:05:59,110 --> 00:06:00,190 that I had. So what 200 00:06:01,620 --> 00:06:03,780 this slide illustrates the larger 201 00:06:03,780 --> 00:06:05,320 footprint that we have for 202 00:06:05,320 --> 00:06:08,020 Coke Global Services that we 203 00:06:08,020 --> 00:06:10,690 provide to our customers to 204 00:06:10,690 --> 00:06:13,210 contact service contact center capability. 205 00:06:13,990 --> 00:06:15,100 These are some of the 206 00:06:15,720 --> 00:06:18,200 sister companies that we support 207 00:06:18,200 --> 00:06:19,550 in that effort. The next 208 00:06:19,550 --> 00:06:20,490 slide is the one that 209 00:06:20,680 --> 00:06:22,530 illustrates the actual project that 210 00:06:23,260 --> 00:06:24,650 Julie and I had worked on, 211 00:06:25,930 --> 00:06:27,570 and what we were doing 212 00:06:27,570 --> 00:06:29,360 with this piece of that 213 00:06:29,360 --> 00:06:33,110 larger project was consolidating two... 214 00:06:33,770 --> 00:06:35,060 up to that point, consolidating 215 00:06:35,060 --> 00:06:37,020 two separate workflows, one being 216 00:06:37,020 --> 00:06:38,220 HR and one being IT. 217 00:06:39,710 --> 00:06:42,840 Traditional inbound contact centers, pretty 218 00:06:42,840 --> 00:06:46,390 standard stuff. The HR... excuse 219 00:06:46,390 --> 00:06:47,740 me, the IT portion of 220 00:06:47,740 --> 00:06:49,230 that was already semi global. 221 00:06:49,230 --> 00:06:50,930 We had offices in Singapore 222 00:06:50,930 --> 00:06:53,100 and China, and as part 223 00:06:53,100 --> 00:06:54,510 of this project, we opened 224 00:06:54,520 --> 00:06:56,780 up three new offices all at 225 00:06:56,810 --> 00:06:58,340 the same time migrating them 226 00:06:58,420 --> 00:07:01,470 onto Pure Cloud, which I 227 00:07:01,470 --> 00:07:02,960 guess is now Genesys Cloud. 228 00:07:03,720 --> 00:07:04,880 So there was quite a 229 00:07:04,880 --> 00:07:07,260 bit of change going on 230 00:07:07,730 --> 00:07:08,440 as we went through that. 231 00:07:11,200 --> 00:07:12,600 With that change, what was one of the things 232 00:07:13,320 --> 00:07:14,570 that made change easier for 233 00:07:14,570 --> 00:07:19,600 your organization regarding technology? Well 234 00:07:19,600 --> 00:07:23,410 like Julie mentioned, having high 235 00:07:23,410 --> 00:07:25,230 level adoption, having a strategy 236 00:07:25,230 --> 00:07:28,970 that we were performing under... 237 00:07:30,240 --> 00:07:31,650 really helped us out there. 238 00:07:31,830 --> 00:07:33,360 Having that buy in from 239 00:07:33,360 --> 00:07:36,340 a high level that this 240 00:07:36,340 --> 00:07:37,550 is the strategy, this is 241 00:07:37,550 --> 00:07:40,810 what we're doing and understand 242 00:07:40,810 --> 00:07:42,290 that this is part of 243 00:07:42,290 --> 00:07:43,640 a very larger effort. Okay. 244 00:07:44,500 --> 00:07:45,400 So that was a big 245 00:07:45,400 --> 00:07:48,100 piece of it. So were 246 00:07:48,100 --> 00:07:49,750 there any top of mind concerns 247 00:07:49,750 --> 00:07:52,040 coming to the forefront when 248 00:07:52,040 --> 00:07:52,820 you were looking at the 249 00:07:52,820 --> 00:07:58,280 entire migration process? So probably 250 00:07:58,280 --> 00:08:00,060 some of the big concerns, 251 00:08:00,060 --> 00:08:01,050 we had a good grip 252 00:08:01,050 --> 00:08:02,760 on the technology. We had 253 00:08:02,760 --> 00:08:04,240 been using it for quite 254 00:08:04,240 --> 00:08:05,700 some time, well for about 255 00:08:05,700 --> 00:08:06,190 a year and a half 256 00:08:06,190 --> 00:08:09,650 up to this point. The concern 257 00:08:09,650 --> 00:08:11,570 that we had for rolling 258 00:08:11,570 --> 00:08:12,440 it out was probably more 259 00:08:12,440 --> 00:08:13,660 of a bottom up concern, 260 00:08:13,660 --> 00:08:15,900 which was the training aspect 261 00:08:15,900 --> 00:08:18,060 in getting the users comfortable 262 00:08:18,060 --> 00:08:19,320 with the application. Some of 263 00:08:19,320 --> 00:08:21,340 them were coming from well 264 00:08:21,340 --> 00:08:23,120 known or well understood platforms 265 00:08:23,120 --> 00:08:24,100 that they really liked and 266 00:08:24,100 --> 00:08:26,730 had a good comfort... sense 267 00:08:26,730 --> 00:08:28,890 of comfort around, and so 268 00:08:28,890 --> 00:08:30,600 in order to address that, 269 00:08:30,600 --> 00:08:32,590 we adopted a train to 270 00:08:32,590 --> 00:08:36,460 trainer mentality. Where we worked, 271 00:08:36,460 --> 00:08:37,420 Julie and I and then the 272 00:08:37,420 --> 00:08:38,870 rest of the project worked 273 00:08:38,870 --> 00:08:40,160 with what we called early 274 00:08:40,160 --> 00:08:42,560 adopters or power users. We 275 00:08:42,570 --> 00:08:43,760 got them into the platform 276 00:08:43,760 --> 00:08:45,130 early, we trained them, we 277 00:08:45,940 --> 00:08:46,920 got them to feel good 278 00:08:46,920 --> 00:08:48,270 about it so that they could 279 00:08:48,270 --> 00:08:50,370 then go back to their 280 00:08:50,370 --> 00:08:52,250 teams and be the people 281 00:08:52,250 --> 00:08:54,580 that really represented back to 282 00:08:54,580 --> 00:09:00,130 the end users. Part of this was that your technical change was because 283 00:09:00,510 --> 00:09:02,900 the system was aging and 284 00:09:02,900 --> 00:09:04,300 moving towards end of life 285 00:09:04,300 --> 00:09:05,700 support, so that's part of 286 00:09:05,700 --> 00:09:06,670 why you needed to make 287 00:09:06,670 --> 00:09:10,330 the change, correct? Yes. Correct. 288 00:09:10,330 --> 00:09:12,500 We had as an organization 289 00:09:12,500 --> 00:09:13,370 at a very high level 290 00:09:13,490 --> 00:09:15,310 had adopted a cloud first 291 00:09:15,740 --> 00:09:17,920 strategy, just across all IT 292 00:09:17,920 --> 00:09:19,350 services, all IT delivery and 293 00:09:19,560 --> 00:09:22,640 this was a piece of that. Okay and Julie, 294 00:09:22,640 --> 00:09:24,110 can you add anything addition 295 00:09:24,110 --> 00:09:24,710 to that, some of the 296 00:09:24,710 --> 00:09:26,720 type of mind concerns that 297 00:09:26,720 --> 00:09:28,610 came when you were moving 298 00:09:28,610 --> 00:09:32,850 forward with this migration? Yeah. 299 00:09:32,850 --> 00:09:35,510 Well number one, it's global 300 00:09:35,510 --> 00:09:37,700 change, right? So we had 301 00:09:37,700 --> 00:09:39,100 languages that we needed to 302 00:09:39,100 --> 00:09:42,710 verse across and so that 303 00:09:42,710 --> 00:09:45,210 made it particularly difficult was 304 00:09:45,770 --> 00:09:49,820 that language barrier. Okay. Anything 305 00:09:49,820 --> 00:09:51,690 else? is funny that Julie 306 00:09:51,690 --> 00:09:54,130 mentioned that because initially, I 307 00:09:54,130 --> 00:09:54,960 didn't see that as a 308 00:09:54,960 --> 00:09:56,110 concern. I didn't know enough 309 00:09:56,110 --> 00:09:57,170 about it to be concerned 310 00:09:57,170 --> 00:09:59,000 it at the time, and 311 00:09:59,000 --> 00:10:00,370 then as we started getting 312 00:10:00,370 --> 00:10:02,140 into it, then it became 313 00:10:02,140 --> 00:10:03,480 apparent that" Hey, this is 314 00:10:04,320 --> 00:10:04,670 a little bit of a 315 00:10:04,670 --> 00:10:05,680 new way to deliver this 316 00:10:05,680 --> 00:10:07,850 service." It wasn't a concern 317 00:10:07,850 --> 00:10:10,140 so much as it... it 318 00:10:10,140 --> 00:10:12,210 definitely registered as a nice 319 00:10:12,210 --> 00:10:15,820 little challenge. All right, well 320 00:10:15,820 --> 00:10:17,490 thank you on that. So 321 00:10:17,490 --> 00:10:19,680 now that we discussed what changes 322 00:10:19,680 --> 00:10:22,180 and challenges that you initially 323 00:10:22,180 --> 00:10:24,780 begin to face, we heard 324 00:10:24,780 --> 00:10:26,120 from you that we learn 325 00:10:26,120 --> 00:10:27,800 that everybody responds to change 326 00:10:27,800 --> 00:10:30,190 differently. This may range from 327 00:10:30,190 --> 00:10:31,690 those that welcome change and 328 00:10:31,690 --> 00:10:33,710 embrace something new, or those 329 00:10:33,710 --> 00:10:35,360 that will remain steadfast and 330 00:10:35,360 --> 00:10:37,510 preserve the status quo. So 331 00:10:37,550 --> 00:10:39,130 Laurie, I'd just like to 332 00:10:39,130 --> 00:10:40,640 get some insight from you 333 00:10:40,640 --> 00:10:42,390 as to what you're seeing 334 00:10:42,390 --> 00:10:43,530 with your clients who are 335 00:10:43,530 --> 00:10:45,270 facing change from a contact 336 00:10:45,270 --> 00:10:47,140 center, and really how do 337 00:10:47,140 --> 00:10:48,610 you go about getting that 338 00:10:50,470 --> 00:10:52,260 and methodology? So let me 339 00:10:52,260 --> 00:10:53,540 go ahead and push forward 340 00:10:53,670 --> 00:10:56,310 the slide to you. Yeah, 341 00:10:56,310 --> 00:10:57,460 and actually why don't you 342 00:10:57,460 --> 00:10:58,210 go to the next one? 343 00:10:58,710 --> 00:11:00,140 I'll talk about it from 344 00:11:00,140 --> 00:11:02,140 a little bit of various 345 00:11:02,140 --> 00:11:05,460 project but it's interesting when 346 00:11:05,460 --> 00:11:06,680 you say that about people 347 00:11:06,880 --> 00:11:07,840 embrace change. One of my 348 00:11:07,840 --> 00:11:10,690 favorite change management jokes, if 349 00:11:10,690 --> 00:11:11,340 you can call that a 350 00:11:11,340 --> 00:11:12,950 category of jokes is the 351 00:11:12,950 --> 00:11:14,350 only people who like change 352 00:11:14,350 --> 00:11:15,980 are wet babies and panhandlers. 353 00:11:19,430 --> 00:11:20,450 I use that all the 354 00:11:20,450 --> 00:11:22,210 time because even when people 355 00:11:22,210 --> 00:11:24,500 say they like change, what 356 00:11:24,500 --> 00:11:25,470 the reality is, is people 357 00:11:25,470 --> 00:11:26,340 like change when they're in 358 00:11:26,340 --> 00:11:27,720 control of it, right? They 359 00:11:27,720 --> 00:11:29,870 don't like change that... to 360 00:11:29,870 --> 00:11:31,700 them. They like changes that 361 00:11:31,700 --> 00:11:32,880 they decide to make and 362 00:11:32,880 --> 00:11:33,980 feel like, " Hey, I'm in 363 00:11:33,980 --> 00:11:35,210 charge of this thing." Right? 364 00:11:36,290 --> 00:11:38,180 So it's good listening to 365 00:11:39,110 --> 00:11:40,580 what Coke did and thinking 366 00:11:40,580 --> 00:11:42,010 about... I chuckle with the 367 00:11:42,010 --> 00:11:43,810 global footprint of what Dean 368 00:11:43,810 --> 00:11:45,260 put up with the graphic 369 00:11:45,260 --> 00:11:46,470 there, and talking about the 370 00:11:46,470 --> 00:11:47,610 language thing. There's all kinds 371 00:11:47,610 --> 00:11:48,770 of culture, right? It's easy 372 00:11:48,770 --> 00:11:49,990 to look at global and 373 00:11:49,990 --> 00:11:51,470 say, " Well there's cultural differences." 374 00:11:51,470 --> 00:11:52,540 But even within a given 375 00:11:52,540 --> 00:11:53,840 company, I mean different sites 376 00:11:53,840 --> 00:11:55,860 could have cultural differences. Your 377 00:11:55,860 --> 00:11:57,470 contact center could have cultural 378 00:11:57,470 --> 00:11:59,700 differences compared to your back 379 00:11:59,700 --> 00:12:02,040 office for example, and then 380 00:12:02,320 --> 00:12:04,130 you mentioned the different people 381 00:12:04,130 --> 00:12:06,530 impacted, the users, the people 382 00:12:06,870 --> 00:12:08,190 that have a phone or 383 00:12:08,190 --> 00:12:10,810 have a particular desktop interface 384 00:12:11,090 --> 00:12:12,520 versus the IT people, who 385 00:12:12,520 --> 00:12:15,090 have certain roles and responsibilities. 386 00:12:16,450 --> 00:12:18,480 Then management that might have 387 00:12:18,480 --> 00:12:20,170 a perspective that's a little 388 00:12:20,170 --> 00:12:21,500 bit oblivious to how important 389 00:12:21,500 --> 00:12:23,230 these processes and technology are 390 00:12:23,230 --> 00:12:25,250 to individuals and groups. So 391 00:12:25,250 --> 00:12:26,110 I think when you're looking 392 00:12:26,110 --> 00:12:27,620 at the challenge of change, 393 00:12:27,620 --> 00:12:28,990 and the opportunity with new 394 00:12:29,190 --> 00:12:31,810 projects, cloud for example is 395 00:12:31,810 --> 00:12:33,560 to understand all that and 396 00:12:33,590 --> 00:12:34,790 even when people say, " Oh, 397 00:12:34,790 --> 00:12:36,100 we're excited about this new 398 00:12:36,160 --> 00:12:37,960 system." Recognize that everybody's going 399 00:12:37,960 --> 00:12:38,700 to look at it a little 400 00:12:38,700 --> 00:12:40,190 differently and have a little 401 00:12:40,190 --> 00:12:41,930 bit different set up reactions, 402 00:12:42,190 --> 00:12:44,260 maybe fears in that. So 403 00:12:44,260 --> 00:12:45,870 this slide, I just throw 404 00:12:45,870 --> 00:12:47,870 some ideas out there and 405 00:12:47,870 --> 00:12:48,730 the first one is just 406 00:12:48,730 --> 00:12:50,030 the cloud, moving to the 407 00:12:50,030 --> 00:12:50,930 cloud in general and of 408 00:12:50,930 --> 00:12:52,280 course, we'll talk more about a lot of 409 00:12:52,850 --> 00:12:53,650 people have done that on 410 00:12:53,650 --> 00:12:55,050 the fly here with the 411 00:12:55,050 --> 00:12:56,970 virus impacts, but people were 412 00:12:57,820 --> 00:12:59,640 resistant in some cases and 413 00:12:59,640 --> 00:13:00,990 this is a push forward 414 00:13:01,210 --> 00:13:02,690 and changes IT's roles and 415 00:13:02,690 --> 00:13:04,780 responsibilities, and how people interact 416 00:13:04,780 --> 00:13:06,480 with a vendor. What the 417 00:13:06,480 --> 00:13:08,580 users can do themselves versus 418 00:13:08,620 --> 00:13:10,590 what the IT people do. 419 00:13:11,530 --> 00:13:13,580 Then the other ones are examples and everybody 420 00:13:13,580 --> 00:13:14,470 can think about... this is 421 00:13:14,810 --> 00:13:16,140 a trigger for the people 422 00:13:16,680 --> 00:13:17,470 that are listening to the 423 00:13:17,470 --> 00:13:18,800 Webcast to think about the 424 00:13:18,800 --> 00:13:19,970 kinds of changes you make 425 00:13:19,970 --> 00:13:21,210 and how those impact people. 426 00:13:21,570 --> 00:13:23,080 Like I said, a changing a 427 00:13:23,080 --> 00:13:24,680 phone or changing a desktop 428 00:13:24,680 --> 00:13:28,490 interface, a new workforce management 429 00:13:28,490 --> 00:13:30,500 tool, or quality monitoring that's 430 00:13:30,500 --> 00:13:31,670 going to be used differently. 431 00:13:31,670 --> 00:13:33,130 The tools different and oh 432 00:13:33,130 --> 00:13:34,070 my gosh, what are they 433 00:13:34,070 --> 00:13:34,810 going to do with it, 434 00:13:34,810 --> 00:13:36,990 right? So this is a 435 00:13:36,990 --> 00:13:38,170 starter to think about what 436 00:13:38,170 --> 00:13:39,040 are the risks if you 437 00:13:39,040 --> 00:13:41,030 don't do change management and 438 00:13:41,030 --> 00:13:43,000 bring people along? Versus if 439 00:13:43,000 --> 00:13:44,120 you put change management in 440 00:13:44,120 --> 00:13:45,780 place, which ultimately, the goal 441 00:13:45,780 --> 00:13:47,020 is to get people to 442 00:13:47,020 --> 00:13:49,330 embrace it, hopefully be advocates 443 00:13:49,330 --> 00:13:50,730 of it and not have 444 00:13:50,730 --> 00:13:51,950 them be... I used the 445 00:13:51,950 --> 00:13:55,180 word saboteurs, somebody that resists- 446 00:13:55,180 --> 00:13:57,250 I saw that. Yeah. As 447 00:13:57,250 --> 00:13:59,300 a result, impacts other people's 448 00:13:59,400 --> 00:14:01,150 ideas about a change, right? 449 00:14:01,150 --> 00:14:02,140 We want to create change 450 00:14:02,140 --> 00:14:04,790 advocates and not people that 451 00:14:04,790 --> 00:14:05,880 are going to put up 452 00:14:05,880 --> 00:14:06,960 their own barriers and by 453 00:14:06,960 --> 00:14:09,400 doing that, might actually impact 454 00:14:09,400 --> 00:14:10,550 other people. So I hope 455 00:14:10,550 --> 00:14:11,560 this table works, is something 456 00:14:11,600 --> 00:14:13,510 that triggers people thinking about 457 00:14:14,070 --> 00:14:15,160 the different things that do 458 00:14:15,160 --> 00:14:17,080 impact individuals and groups as 459 00:14:17,080 --> 00:14:18,360 they change with new systems 460 00:14:18,360 --> 00:14:22,550 and capabilities. Okay great. So 461 00:14:22,550 --> 00:14:24,280 Julie, I want to kick 462 00:14:24,290 --> 00:14:25,730 things off with you, but 463 00:14:25,940 --> 00:14:27,430 everybody has their own best 464 00:14:27,430 --> 00:14:28,490 practice and one of the 465 00:14:28,490 --> 00:14:29,560 things I think all of 466 00:14:29,560 --> 00:14:30,930 us can agree from our 467 00:14:30,930 --> 00:14:33,480 experience in change management is 468 00:14:33,480 --> 00:14:35,280 their... it's not one size 469 00:14:35,280 --> 00:14:36,490 fits all. There is not 470 00:14:36,490 --> 00:14:38,370 one approach or one methodology 471 00:14:38,370 --> 00:14:39,810 that is the best, but 472 00:14:39,810 --> 00:14:40,850 you really need to look 473 00:14:40,850 --> 00:14:41,900 at what is best for 474 00:14:41,900 --> 00:14:44,160 you and your organization? So 475 00:14:44,160 --> 00:14:46,870 Julie, I'll move to this 476 00:14:46,870 --> 00:14:47,970 slide I believe is what 477 00:14:47,970 --> 00:14:48,880 you want me to cover. 478 00:14:48,900 --> 00:14:51,700 Yeah. Hear from you as 479 00:14:51,700 --> 00:14:53,310 to what was the best 480 00:14:53,310 --> 00:14:55,290 approaches and practices for you and 481 00:14:55,450 --> 00:14:57,560 your organization to manage and 482 00:14:57,560 --> 00:15:01,490 adopt change. Right. Well part 483 00:15:01,490 --> 00:15:02,890 of our change and Dean 484 00:15:02,890 --> 00:15:04,380 alluded to this, was it 485 00:15:04,380 --> 00:15:05,730 was part of a large 486 00:15:05,730 --> 00:15:07,330 enterprise initiative and it was 487 00:15:07,330 --> 00:15:10,900 across... it affected every employee, 488 00:15:10,900 --> 00:15:12,070 and so as part of 489 00:15:12,070 --> 00:15:13,420 it, it was a little 490 00:15:13,420 --> 00:15:15,200 bit of packaged up within 491 00:15:15,200 --> 00:15:17,500 that big enterprise change. But 492 00:15:17,500 --> 00:15:19,460 within that big enterprise change 493 00:15:19,460 --> 00:15:21,310 from an awareness perspective, we 494 00:15:21,310 --> 00:15:22,880 created what we call change 495 00:15:22,880 --> 00:15:25,530 network leads. So across all 496 00:15:25,530 --> 00:15:26,660 our different companies and our 497 00:15:26,660 --> 00:15:29,530 organizations, we created a lead 498 00:15:29,530 --> 00:15:32,110 person that, that was a 499 00:15:32,110 --> 00:15:33,230 role, right? Was to be 500 00:15:33,230 --> 00:15:35,500 the change advocate, so they 501 00:15:35,500 --> 00:15:36,930 would... we would communicate with 502 00:15:36,930 --> 00:15:37,660 them and then they would 503 00:15:37,660 --> 00:15:39,970 go back to their folks 504 00:15:40,110 --> 00:15:41,370 at their company and they 505 00:15:41,370 --> 00:15:43,450 would be able to inform 506 00:15:43,450 --> 00:15:44,530 their people about where the 507 00:15:44,530 --> 00:15:46,440 project was at, and then 508 00:15:46,440 --> 00:15:48,250 they would advocate the changes 509 00:15:48,250 --> 00:15:49,800 that were happening. So that 510 00:15:49,800 --> 00:15:51,800 was very helpful throughout the 511 00:15:51,800 --> 00:15:57,350 project. And the model that 512 00:15:57,350 --> 00:15:58,830 you displayed right now, is 513 00:15:58,830 --> 00:15:59,980 that a method that you 514 00:15:59,980 --> 00:16:04,440 used? Yeah. I would say 515 00:16:04,550 --> 00:16:06,440 we don't maybe use it 516 00:16:06,550 --> 00:16:08,730 formally. Maybe more- Right. We 517 00:16:08,730 --> 00:16:10,470 think about it when we use project 518 00:16:10,470 --> 00:16:13,760 management more informally, but definitely 519 00:16:14,190 --> 00:16:15,230 as I thought through this 520 00:16:15,230 --> 00:16:17,940 project, it does fall into 521 00:16:17,940 --> 00:16:22,180 the same model. Okay. And 522 00:16:22,180 --> 00:16:23,670 I would say one of 523 00:16:23,670 --> 00:16:25,120 the most important things back 524 00:16:25,120 --> 00:16:26,880 on the other slide and 525 00:16:27,400 --> 00:16:28,900 following up to what Laurie 526 00:16:28,900 --> 00:16:30,480 said is that I think 527 00:16:30,480 --> 00:16:32,130 the reinforcement piece of it 528 00:16:32,460 --> 00:16:33,520 at the end of that 529 00:16:33,520 --> 00:16:35,890 change is really important. It's 530 00:16:35,890 --> 00:16:37,860 just having those open lines 531 00:16:37,860 --> 00:16:39,590 of communication for folks to 532 00:16:40,830 --> 00:16:43,290 continue to adapt to the 533 00:16:43,290 --> 00:16:46,140 changes that have happened. Okay. 534 00:16:47,150 --> 00:16:48,070 You guys had shared with 535 00:16:48,070 --> 00:16:49,050 me when we were prepping 536 00:16:49,050 --> 00:16:50,590 for this, and I think 537 00:16:50,590 --> 00:16:52,410 you just mentioned it Laurie, 538 00:16:52,670 --> 00:16:54,440 but Dean, you mentioned the 539 00:16:54,440 --> 00:16:56,110 train the trainer model that was 540 00:16:56,110 --> 00:16:58,620 very successful in managing change. 541 00:16:59,060 --> 00:17:01,440 Then Julie, your change advocates, 542 00:17:01,440 --> 00:17:03,050 were those the power users 543 00:17:03,050 --> 00:17:04,160 that you were mentioning to 544 00:17:04,160 --> 00:17:08,260 us earlier? No, so we 545 00:17:08,260 --> 00:17:09,220 had talked about training the 546 00:17:09,220 --> 00:17:10,640 trainer and that was more 547 00:17:10,640 --> 00:17:12,990 specific to the support centers. 548 00:17:13,800 --> 00:17:15,630 So we trained... we picked 549 00:17:15,630 --> 00:17:17,420 out a subject matter expert 550 00:17:17,420 --> 00:17:18,640 at the support centers and 551 00:17:18,640 --> 00:17:19,720 then train them, so that 552 00:17:19,720 --> 00:17:20,820 they can then in turn go 553 00:17:20,820 --> 00:17:25,690 train their support team, but 554 00:17:25,690 --> 00:17:26,850 they were not the same as 555 00:17:26,850 --> 00:17:29,700 the change network leaders. Okay. 556 00:17:31,280 --> 00:17:32,340 It was funny when Laurie 557 00:17:32,340 --> 00:17:33,370 mentioned, I was thinking about 558 00:17:33,370 --> 00:17:35,690 that I visualize those people 559 00:17:35,690 --> 00:17:37,220 as change advocates because they 560 00:17:37,220 --> 00:17:38,890 represented the application back to the people 561 00:17:38,890 --> 00:17:40,080 I was most concerned with, 562 00:17:40,800 --> 00:17:42,190 but I think from the 563 00:17:42,210 --> 00:17:43,960 change management perspective, it was 564 00:17:44,190 --> 00:17:46,700 really more the change leads 565 00:17:47,350 --> 00:17:48,280 that you were talking about 566 00:17:48,300 --> 00:17:50,690 Julie. So essentially there were 567 00:17:50,690 --> 00:17:52,150 two different dynamics going on 568 00:17:52,150 --> 00:17:55,660 there. Okay, and Dean, you've 569 00:17:55,660 --> 00:17:57,310 been very passionate about expressing 570 00:17:57,310 --> 00:17:58,880 that a good project management is important in 571 00:17:59,930 --> 00:18:02,070 the overall change management strategy, 572 00:18:02,070 --> 00:18:03,120 as well as the migration. 573 00:18:03,120 --> 00:18:04,710 Could you speak to that? 574 00:18:07,330 --> 00:18:08,750 Yeah. It's important. Having a 575 00:18:08,750 --> 00:18:10,850 good project manager is important, 576 00:18:12,320 --> 00:18:13,500 and it's... we talk about 577 00:18:13,500 --> 00:18:14,920 this a lot and it's 578 00:18:14,920 --> 00:18:15,940 one of those things that 579 00:18:15,940 --> 00:18:18,900 I struggle with defining what 580 00:18:18,900 --> 00:18:20,920 exactly good project management is 581 00:18:20,920 --> 00:18:23,330 and it's definitely one of those things when 582 00:18:23,330 --> 00:18:25,140 you see it. But I 583 00:18:25,170 --> 00:18:28,000 think to the extent that 584 00:18:28,140 --> 00:18:30,680 individual contributors within a project 585 00:18:30,680 --> 00:18:32,130 can focus on their deliverables 586 00:18:32,170 --> 00:18:34,500 and their tasks and not 587 00:18:34,500 --> 00:18:35,350 really have to worry so 588 00:18:35,350 --> 00:18:36,520 much about what everybody else 589 00:18:36,520 --> 00:18:38,350 is doing, and not have 590 00:18:38,350 --> 00:18:39,210 to think about those other 591 00:18:39,210 --> 00:18:40,260 things. They can just stay 592 00:18:40,260 --> 00:18:42,230 on target and do their 593 00:18:42,230 --> 00:18:44,930 thing. We really had that 594 00:18:44,990 --> 00:18:46,540 luxury in this project, and 595 00:18:46,960 --> 00:18:50,340 when you're dealing with a complex environment, 596 00:18:51,080 --> 00:18:53,530 a complex transition, it's nice 597 00:18:53,800 --> 00:18:54,540 for me if you're in 598 00:18:54,540 --> 00:18:56,140 a technical role to not 599 00:18:56,140 --> 00:18:57,510 have to worry about the 600 00:18:57,510 --> 00:19:00,240 soft aspects dealing with customers 601 00:19:00,240 --> 00:19:03,190 that are not really liking 602 00:19:03,190 --> 00:19:05,370 what they're having to go through. So- 603 00:19:05,370 --> 00:19:07,650 Yeah, we're good. This change 604 00:19:07,650 --> 00:19:09,620 is a result of having 605 00:19:09,620 --> 00:19:12,190 good technology and a good champion to tie 606 00:19:12,190 --> 00:19:14,610 into your project management. So 607 00:19:14,610 --> 00:19:16,240 you've spoken to us about 608 00:19:16,240 --> 00:19:17,390 it's a bigger picture than 609 00:19:17,390 --> 00:19:18,970 that, and that vision and 610 00:19:19,040 --> 00:19:20,880 that liaison and that partnership 611 00:19:20,880 --> 00:19:22,480 is really important. So could 612 00:19:22,480 --> 00:19:23,470 you elaborate a little bit 613 00:19:23,470 --> 00:19:26,310 more on the technology champion 614 00:19:26,310 --> 00:19:27,700 and partnership that you were 615 00:19:28,030 --> 00:19:29,610 looking to make sure moves 616 00:19:29,610 --> 00:19:30,860 you forward with what you're 617 00:19:30,860 --> 00:19:34,750 trying to achieve? Yeah. It 618 00:19:34,750 --> 00:19:35,770 worked well. That happened in 619 00:19:35,770 --> 00:19:37,410 real time when we had 620 00:19:37,410 --> 00:19:39,480 selected Genesys to partner with 621 00:19:39,480 --> 00:19:42,580 on this. In terms of 622 00:19:42,630 --> 00:19:44,210 this being our primary platform, 623 00:19:45,490 --> 00:19:46,740 this project wasn't in scope 624 00:19:46,740 --> 00:19:48,290 yet. I was generally aware 625 00:19:48,290 --> 00:19:50,200 that there was some capabilities 626 00:19:50,200 --> 00:19:51,110 we'd be able to leverage, 627 00:19:51,110 --> 00:19:53,280 but it didn't really crystallize 628 00:19:53,440 --> 00:19:55,520 until the requirements for the 629 00:19:55,520 --> 00:19:58,790 project popped up. So that 630 00:19:58,790 --> 00:20:00,010 forced us or gave us 631 00:20:00,010 --> 00:20:03,410 the opportunity to give our 632 00:20:03,700 --> 00:20:05,040 customers some options on how 633 00:20:05,040 --> 00:20:07,310 they managed their workflows and 634 00:20:07,310 --> 00:20:10,190 how we interacted with the 635 00:20:10,190 --> 00:20:12,670 application and going the speech 636 00:20:12,970 --> 00:20:14,140 piece and the language piece 637 00:20:14,140 --> 00:20:15,310 was a big component of 638 00:20:15,310 --> 00:20:18,170 that. We shifted from using 639 00:20:18,470 --> 00:20:19,930 traditional white files and audio 640 00:20:19,930 --> 00:20:21,840 files, which worked very well 641 00:20:21,840 --> 00:20:24,140 for quite a while and we 642 00:20:24,160 --> 00:20:25,740 shifted into more of a 643 00:20:25,740 --> 00:20:27,970 text to speech capability of 644 00:20:27,970 --> 00:20:29,550 multiple language text to speech 645 00:20:29,550 --> 00:20:33,940 capability, which that was interesting. 646 00:20:34,360 --> 00:20:35,220 A lot of people learned 647 00:20:35,220 --> 00:20:36,100 a lot of things about 648 00:20:37,020 --> 00:20:40,140 other languages. It allowed us 649 00:20:40,310 --> 00:20:46,820 to use some capabilities of PureCloud 650 00:20:47,740 --> 00:20:48,570 to pretty good effect, so it was nice. Okay, and the last piece because it's one 651 00:20:48,570 --> 00:20:50,880 of my favorites on how 652 00:20:50,880 --> 00:20:54,170 before we get to Laurie 653 00:20:54,220 --> 00:20:56,440 is Julie, and you mentioned 654 00:20:56,440 --> 00:20:58,290 earlier the reinforcement and the 655 00:20:58,290 --> 00:20:59,820 creative ideas, so could you 656 00:20:59,820 --> 00:21:01,360 explain how you were leveraging 657 00:21:02,300 --> 00:21:02,950 and some of the other 658 00:21:02,950 --> 00:21:05,640 creative ideas to help reinforce 659 00:21:06,100 --> 00:21:09,240 adopting change? Sure, so we 660 00:21:09,240 --> 00:21:10,520 set up a team site, 661 00:21:10,520 --> 00:21:12,330 or I should say the 662 00:21:12,330 --> 00:21:15,470 tech... the telephony team set 663 00:21:15,470 --> 00:21:17,000 up a team site and 664 00:21:17,000 --> 00:21:18,170 we use that team site 665 00:21:18,170 --> 00:21:19,050 for people to be able 666 00:21:19,050 --> 00:21:20,710 to ask questions all throughout 667 00:21:20,710 --> 00:21:22,420 the project. We tried to 668 00:21:22,420 --> 00:21:23,270 get away from all the 669 00:21:23,270 --> 00:21:26,550 emails flooding our box and 670 00:21:26,550 --> 00:21:27,830 rather have them ask the 671 00:21:27,830 --> 00:21:29,400 questions directly in there and 672 00:21:29,400 --> 00:21:31,970 we created global groups within 673 00:21:31,970 --> 00:21:33,390 the team site. So we 674 00:21:33,390 --> 00:21:35,320 could section it off a 675 00:21:35,320 --> 00:21:37,010 little bit, but... so they're 676 00:21:37,020 --> 00:21:38,080 able to come in there 677 00:21:38,080 --> 00:21:39,310 and ask questions of the 678 00:21:39,310 --> 00:21:42,120 team and get support around 679 00:21:42,120 --> 00:21:44,750 the clock. Then also, Dean 680 00:21:44,750 --> 00:21:45,680 has set up a great 681 00:21:45,680 --> 00:21:47,470 Yammer group site so that 682 00:21:48,010 --> 00:21:49,590 ongoing, he could put in 683 00:21:49,590 --> 00:21:50,510 there if there is any 684 00:21:50,510 --> 00:21:52,130 issues or tips and tricks 685 00:21:52,130 --> 00:21:53,270 that come up. He posts 686 00:21:53,270 --> 00:21:54,440 that on the Yammer group 687 00:21:54,440 --> 00:21:56,670 and people can subscribe to that 688 00:21:57,240 --> 00:21:58,770 and watch that. So it's 689 00:21:58,770 --> 00:22:00,980 been a really good way 690 00:22:00,980 --> 00:22:02,950 to handle that change across 691 00:22:02,950 --> 00:22:04,180 the organization and get that 692 00:22:04,180 --> 00:22:07,550 communication out ongoing. And again, 693 00:22:07,550 --> 00:22:09,110 it reinforces that there's not 694 00:22:09,110 --> 00:22:10,910 one methodology, it really is 695 00:22:10,910 --> 00:22:12,080 what fits best in your 696 00:22:12,110 --> 00:22:15,120 organization. So let's talk about 697 00:22:15,120 --> 00:22:15,840 some of the things that 698 00:22:15,840 --> 00:22:16,960 you've seen with the clients 699 00:22:16,960 --> 00:22:18,980 that you support and how 700 00:22:18,980 --> 00:22:21,040 you help them navigate through 701 00:22:21,040 --> 00:22:22,840 change management. So did you 702 00:22:22,840 --> 00:22:23,590 want me to flip to 703 00:22:23,590 --> 00:22:24,550 a slide here, or are 704 00:22:24,550 --> 00:22:27,770 you just going to I 705 00:22:27,770 --> 00:22:29,020 think it'll nicely tie in 706 00:22:29,020 --> 00:22:30,170 some of the things that 707 00:22:30,500 --> 00:22:31,910 Julie and Dean are pointing 708 00:22:31,910 --> 00:22:36,340 out here. So the project 709 00:22:36,340 --> 00:22:38,460 management methodology along with the change 710 00:22:38,460 --> 00:22:40,360 management methodology kind of working 711 00:22:40,360 --> 00:22:41,600 hand in hand, right? Whether 712 00:22:42,320 --> 00:22:44,420 it's a formal methodology, so 713 00:22:44,770 --> 00:22:46,810 refer to ADKAR from Prosci 714 00:22:47,120 --> 00:22:48,320 and that's where I was 715 00:22:48,800 --> 00:22:51,210 trained and the ADKAR for anyone 716 00:22:51,210 --> 00:22:52,900 that's not familiar is awareness, 717 00:22:52,900 --> 00:22:55,340 desire, knowledge, ability and reinforcement. 718 00:22:55,340 --> 00:22:56,600 And as Julie's chart showed, 719 00:22:56,600 --> 00:22:57,730 it gives you a structure 720 00:22:57,730 --> 00:22:59,370 for thinking about how individuals 721 00:22:59,370 --> 00:23:01,140 change and therefore how an 722 00:23:01,140 --> 00:23:03,480 organization might change. The other 723 00:23:03,480 --> 00:23:05,330 thing that I like about 724 00:23:05,330 --> 00:23:07,670 that concept of how Prosci 725 00:23:07,670 --> 00:23:09,300 teaches it and again, other 726 00:23:09,300 --> 00:23:10,860 methodologies are very similar, but 727 00:23:10,860 --> 00:23:11,610 that's just the one I 728 00:23:11,610 --> 00:23:13,060 know and have written about 729 00:23:13,060 --> 00:23:15,830 and everything, but back on 730 00:23:15,830 --> 00:23:17,760 slide A is that it 731 00:23:17,760 --> 00:23:19,470 aligns with a project management 732 00:23:19,470 --> 00:23:20,940 methodology in the sense of 733 00:23:20,940 --> 00:23:22,560 starting early, right? So you 734 00:23:22,560 --> 00:23:23,960 see the preparing for it, 735 00:23:23,960 --> 00:23:25,510 that's getting the right resources 736 00:23:25,510 --> 00:23:26,910 lined up and building out 737 00:23:26,910 --> 00:23:28,140 plans and thinking about all 738 00:23:28,140 --> 00:23:30,350 the different elements. Managing the 739 00:23:30,350 --> 00:23:32,360 change as you're actually planning 740 00:23:32,360 --> 00:23:34,460 and implementing and then reinforcing 741 00:23:34,460 --> 00:23:36,070 the Yammer and teams groups 742 00:23:36,070 --> 00:23:39,840 being good examples. Metrics, celebrations, 743 00:23:39,840 --> 00:23:40,840 all kinds of things come 744 00:23:40,840 --> 00:23:42,710 into play there, right? So 745 00:23:42,710 --> 00:23:44,530 whatever methodology someone uses, the 746 00:23:44,530 --> 00:23:46,410 principals can be very similar 747 00:23:46,410 --> 00:23:49,200 and I always emphasize to 748 00:23:49,480 --> 00:23:50,940 our clients that even if 749 00:23:50,940 --> 00:23:52,060 you don't go to some 750 00:23:52,060 --> 00:23:53,370 kind of formal methodology, and 751 00:23:53,370 --> 00:23:55,410 again project management's similar. Not 752 00:23:55,410 --> 00:23:56,760 everybody runs a project with 753 00:23:56,760 --> 00:23:59,480 a certified PMP, right? But 754 00:23:59,480 --> 00:24:01,220 if you apply the principles 755 00:24:01,360 --> 00:24:02,700 that go with PMP, just 756 00:24:02,700 --> 00:24:04,050 like you do with change 757 00:24:04,050 --> 00:24:06,270 management of doing it throughout 758 00:24:06,270 --> 00:24:08,760 the project, having multiple elements 759 00:24:08,760 --> 00:24:10,020 to it, that includes more 760 00:24:10,020 --> 00:24:10,930 than just" Hey, I'm going 761 00:24:11,050 --> 00:24:12,020 to train you before we 762 00:24:12,020 --> 00:24:14,420 go live next week." Or 763 00:24:14,420 --> 00:24:15,450 an email that comes out 764 00:24:15,450 --> 00:24:16,140 and says, " Hey, we're getting 765 00:24:16,140 --> 00:24:17,680 this new system and be 766 00:24:17,680 --> 00:24:18,630 aware, you'll get some new 767 00:24:18,640 --> 00:24:20,990 training." No, it's engaging and 768 00:24:20,990 --> 00:24:22,400 they gave great examples getting 769 00:24:22,400 --> 00:24:23,950 people involved early on and 770 00:24:23,950 --> 00:24:24,980 having a say in what 771 00:24:24,980 --> 00:24:27,400 things look like, and helping 772 00:24:27,400 --> 00:24:30,210 people along. Having supervisors help 773 00:24:30,210 --> 00:24:32,250 their direct staff and having 774 00:24:32,250 --> 00:24:34,040 executives. You mentioned the champion, 775 00:24:34,040 --> 00:24:35,430 the sponsorship, these are all 776 00:24:35,430 --> 00:24:36,740 things that are really important 777 00:24:36,740 --> 00:24:37,960 to the success, and they 778 00:24:37,960 --> 00:24:39,510 live throughout the project. They're 779 00:24:39,510 --> 00:24:41,130 not just an event in time, 780 00:24:41,750 --> 00:24:42,850 they're certainly not just an 781 00:24:42,850 --> 00:24:43,730 event right at the cut 782 00:24:43,730 --> 00:24:45,540 over. They start early and 783 00:24:45,540 --> 00:24:48,300 they're continuous throughout the project. 784 00:24:48,300 --> 00:24:51,980 So communication, coaching, managing the 785 00:24:51,980 --> 00:24:53,900 resistance that occurs. You have 786 00:24:53,900 --> 00:24:55,230 to help each individual through 787 00:24:55,240 --> 00:24:56,580 the process, and as you 788 00:24:56,580 --> 00:24:57,890 do, you're bringing... we talked 789 00:24:57,890 --> 00:24:58,770 about the journey and the 790 00:24:58,770 --> 00:25:00,330 guard rails, right? We're bringing 791 00:25:00,330 --> 00:25:01,680 everybody along the journey and 792 00:25:01,680 --> 00:25:02,970 hopefully keeping them within the 793 00:25:03,300 --> 00:25:04,650 guardrails as we get to 794 00:25:05,050 --> 00:25:07,250 that destination, and then have 795 00:25:07,250 --> 00:25:08,130 some fun when we get 796 00:25:08,130 --> 00:25:09,340 there, right? That we're going 797 00:25:09,340 --> 00:25:10,430 to enjoy this new place 798 00:25:10,430 --> 00:25:11,390 we've gotten to and get 799 00:25:11,390 --> 00:25:12,650 the benefits out of it 800 00:25:13,040 --> 00:25:14,040 that help our company, our 801 00:25:14,040 --> 00:25:16,420 customers, our staff. That's really 802 00:25:16,420 --> 00:25:19,130 the goal. Great. All right 803 00:25:19,130 --> 00:25:20,830 and as you were indicating 804 00:25:21,420 --> 00:25:22,770 how we get there and 805 00:25:22,770 --> 00:25:24,340 its real life, so we talked 806 00:25:24,340 --> 00:25:25,750 about the why and the how 807 00:25:25,750 --> 00:25:26,830 and the real life with 808 00:25:26,830 --> 00:25:29,270 the examples of Coke, but 809 00:25:29,320 --> 00:25:30,860 life does get real and 810 00:25:30,860 --> 00:25:32,040 in the midst of the COVID- 811 00:25:32,070 --> 00:25:33,840 19, I thought maybe let's 812 00:25:33,840 --> 00:25:35,500 just speak to a few 813 00:25:35,500 --> 00:25:39,130 points Dean and Laurie, can 814 00:25:39,130 --> 00:25:40,810 you imagine if you didn't 815 00:25:40,810 --> 00:25:42,040 move to the cloud? Some 816 00:25:42,040 --> 00:25:43,210 of the challenges you may 817 00:25:43,210 --> 00:25:45,080 have faced, or what challenges 818 00:25:45,080 --> 00:25:46,520 did you not face in 819 00:25:46,520 --> 00:25:48,070 the midst of COVID, because 820 00:25:48,070 --> 00:25:50,510 you've had the agility of 821 00:25:50,510 --> 00:25:52,010 this new type of solution 822 00:25:52,010 --> 00:25:54,210 you've implemented. So Dean, any 823 00:25:54,210 --> 00:25:57,310 thoughts to share? Well yeah, it would have been 824 00:25:57,960 --> 00:26:00,250 a circus. That's for sure. 825 00:26:00,800 --> 00:26:02,480 The timing of it was 826 00:26:02,910 --> 00:26:05,420 very fortunate for us. Like 827 00:26:05,420 --> 00:26:07,000 we had talked about, this 828 00:26:06,970 --> 00:26:08,140 had been part of a 829 00:26:08,140 --> 00:26:11,140 much larger effort and it 830 00:26:11,140 --> 00:26:13,320 came together pretty nicely. The 831 00:26:14,960 --> 00:26:16,430 outcome of that, the benefit of 832 00:26:16,430 --> 00:26:18,620 that was not just the 833 00:26:18,620 --> 00:26:19,660 basic fact that we could 834 00:26:19,660 --> 00:26:21,500 have all of the resources work 835 00:26:21,500 --> 00:26:22,630 from home, which we did 836 00:26:22,630 --> 00:26:23,700 and we did it globally. 837 00:26:24,080 --> 00:26:27,290 That included China and India 838 00:26:27,290 --> 00:26:29,630 and Poland, that was very 839 00:26:29,630 --> 00:26:31,450 nice. The real outcome for 840 00:26:31,450 --> 00:26:34,690 all that was that my 841 00:26:34,690 --> 00:26:36,520 customer, which in this case 842 00:26:36,520 --> 00:26:38,420 were HR and IT contact 843 00:26:38,420 --> 00:26:39,980 center, service centers, they were 844 00:26:39,980 --> 00:26:41,510 able to serve their customers 845 00:26:41,510 --> 00:26:43,140 who had a whole other 846 00:26:43,140 --> 00:26:44,320 set of issues pop up. 847 00:26:44,970 --> 00:26:46,590 They were able- Serve those customers 848 00:26:46,590 --> 00:26:48,650 and take an increased amount 849 00:26:48,650 --> 00:26:50,600 of volume because of that 850 00:26:50,600 --> 00:26:53,230 situation, and not have to 851 00:26:53,230 --> 00:26:54,280 worry about the tool that 852 00:26:54,280 --> 00:26:55,090 they were using to do 853 00:26:55,090 --> 00:26:57,580 it. It just happened basically 854 00:26:57,580 --> 00:26:59,350 par for the course. They 855 00:26:59,410 --> 00:27:00,830 didn't really have to worry 856 00:27:00,830 --> 00:27:02,030 about it too much and 857 00:27:02,460 --> 00:27:05,830 that was very nice. Good, and Laurie, 858 00:27:05,830 --> 00:27:08,530 given that companies are involved 859 00:27:08,530 --> 00:27:09,900 in migration are already moving 860 00:27:09,900 --> 00:27:11,700 towards a new normal, how 861 00:27:11,700 --> 00:27:14,100 has the COVID situation impacted 862 00:27:14,840 --> 00:27:18,250 your organization and strategy? Yeah, 863 00:27:18,270 --> 00:27:19,670 so I mean we've been... 864 00:27:19,890 --> 00:27:21,870 as consultants, we're helping people 865 00:27:21,870 --> 00:27:23,600 with cloud solutions or deciding 866 00:27:23,600 --> 00:27:24,300 should they go to the 867 00:27:24,300 --> 00:27:25,470 cloud all the time, right? 868 00:27:25,470 --> 00:27:26,390 For years we've been doing 869 00:27:26,390 --> 00:27:29,500 that and there was definitely 870 00:27:29,500 --> 00:27:31,570 lots of momentum, but this 871 00:27:31,570 --> 00:27:33,560 is a breakthrough, right? I 872 00:27:33,560 --> 00:27:35,330 say people that were entrenched 873 00:27:35,330 --> 00:27:36,180 in their bunker of like, " 874 00:27:36,200 --> 00:27:38,160 Oh no, I'm afraid or 875 00:27:38,160 --> 00:27:40,240 it's too expensive over time. I want 876 00:27:40,800 --> 00:27:43,600 have control." Those barriers got 877 00:27:43,600 --> 00:27:45,660 busted pretty fast with COVID. 878 00:27:45,660 --> 00:27:46,690 So a lot of people 879 00:27:46,690 --> 00:27:47,570 were on cloud and they 880 00:27:47,570 --> 00:27:48,630 could take advantage of it 881 00:27:48,900 --> 00:27:51,730 anytime, anywhere model. It's never 882 00:27:51,730 --> 00:27:53,010 been a better time for 883 00:27:53,010 --> 00:27:55,230 that. I wrote an article 884 00:27:55,230 --> 00:27:56,650 recently about resiliency and I 885 00:27:56,650 --> 00:27:58,020 put cloud as my number 886 00:27:58,020 --> 00:28:00,600 one technology enabler, right? It 887 00:28:00,600 --> 00:28:02,520 really helps people and Coke's 888 00:28:02,520 --> 00:28:03,740 example of they were ready 889 00:28:03,740 --> 00:28:04,940 to do that. So I 890 00:28:04,940 --> 00:28:06,650 think it's really taken the 891 00:28:06,650 --> 00:28:09,130 resistant leaders, whether they were 892 00:28:09,560 --> 00:28:10,890 IT or finance or whatever department 893 00:28:11,470 --> 00:28:12,980 they were in, it's been 894 00:28:12,980 --> 00:28:14,060 a breakthrough to say, " Wow, 895 00:28:14,470 --> 00:28:15,190 we got to do this. 896 00:28:15,190 --> 00:28:16,080 We got to make sure 897 00:28:16,080 --> 00:28:17,160 our people are safe." That 898 00:28:17,160 --> 00:28:18,210 could be home agents. It 899 00:28:18,210 --> 00:28:19,790 could... we have clients that 900 00:28:19,790 --> 00:28:21,140 have scattered people in buildings, 901 00:28:21,140 --> 00:28:22,940 right? Back office people work 902 00:28:22,940 --> 00:28:24,610 from home and contact center 903 00:28:24,610 --> 00:28:25,710 people are spread out in 904 00:28:25,710 --> 00:28:27,680 other buildings. There's different models 905 00:28:27,680 --> 00:28:28,650 that people have done to 906 00:28:28,650 --> 00:28:30,000 keep their staff safe. Not 907 00:28:30,000 --> 00:28:31,320 everybody can work from home 908 00:28:31,320 --> 00:28:33,510 easily. Right. So those are 909 00:28:33,970 --> 00:28:35,100 some neat things that we've 910 00:28:35,100 --> 00:28:36,960 seen in terms of the 911 00:28:36,960 --> 00:28:38,900 reaction and the resiliency that 912 00:28:38,900 --> 00:28:41,420 people have. I think we 913 00:28:41,420 --> 00:28:42,680 just need to recognize that 914 00:28:42,680 --> 00:28:44,960 need for agility going forward, 915 00:28:44,960 --> 00:28:47,360 whether it's whatever else coronavirus 916 00:28:47,360 --> 00:28:48,410 throws at us or other 917 00:28:48,410 --> 00:28:50,240 things that businesses are changing. 918 00:28:50,380 --> 00:28:51,550 It's no longer just like, " 919 00:28:51,780 --> 00:28:52,390 Oh, we might have a 920 00:28:52,390 --> 00:28:54,220 hurricane, we need business continuity 921 00:28:54,220 --> 00:28:56,130 disaster recovery." Right? We are 922 00:28:56,410 --> 00:28:58,690 volume is volatile and some 923 00:28:58,690 --> 00:29:00,080 places it's up like crazy, 924 00:29:00,080 --> 00:29:01,390 some places it's down like 925 00:29:01,390 --> 00:29:03,020 crazy and then we just 926 00:29:03,020 --> 00:29:04,120 need this agility to be 927 00:29:04,120 --> 00:29:06,060 able to move to home, 928 00:29:06,060 --> 00:29:07,330 move to other buildings, maybe 929 00:29:07,330 --> 00:29:09,880 some move back hopefully. Okay. 930 00:29:09,930 --> 00:29:11,520 Lots of things. It's a 931 00:29:11,520 --> 00:29:13,010 change game and in that 932 00:29:13,010 --> 00:29:14,330 article, I mentioned the resiliency 933 00:29:14,330 --> 00:29:15,660 article. I emphasize that you got 934 00:29:15,660 --> 00:29:16,520 to have a plan that 935 00:29:16,520 --> 00:29:17,930 thinks about all these things 936 00:29:17,930 --> 00:29:18,950 and that you're ready. A 937 00:29:18,950 --> 00:29:19,670 lot of people did it 938 00:29:19,670 --> 00:29:21,120 on the fly, but now's 939 00:29:21,120 --> 00:29:21,940 the time and cloud's a 940 00:29:21,940 --> 00:29:24,560 huge enabler for that. So 941 00:29:24,560 --> 00:29:26,060 Dean, what's the new normal 942 00:29:26,060 --> 00:29:31,020 for your organization? Well I don't 943 00:29:31,270 --> 00:29:33,470 know. We maybe in it, right? 944 00:29:33,980 --> 00:29:35,620 This may be it. We 945 00:29:35,620 --> 00:29:36,820 are currently that I have 946 00:29:36,820 --> 00:29:38,080 been seeing and I'm sure 947 00:29:38,490 --> 00:29:40,580 Julie's seen some chatter about 948 00:29:40,580 --> 00:29:41,910 coming back into the office, 949 00:29:43,020 --> 00:29:45,340 and I think people start coming 950 00:29:45,340 --> 00:29:47,330 in in small groups, and 951 00:29:48,260 --> 00:29:48,900 people want to get out of 952 00:29:48,930 --> 00:29:50,070 the house. I know that, 953 00:29:50,700 --> 00:29:51,540 but I think- A lot 954 00:29:51,540 --> 00:29:54,180 of people will probably adjust 955 00:29:54,690 --> 00:29:55,900 their perspective on this as 956 00:29:55,900 --> 00:29:58,920 a result. Julie, before I 957 00:29:58,920 --> 00:30:00,080 ask you for some final 958 00:30:00,080 --> 00:30:02,410 thoughts and recommendations, would love 959 00:30:02,410 --> 00:30:05,080 to hear what is the 960 00:30:05,080 --> 00:30:07,780 new normal to you? Yeah. 961 00:30:08,400 --> 00:30:09,560 I mean personally, I think 962 00:30:09,560 --> 00:30:10,730 the new normal for me 963 00:30:10,730 --> 00:30:11,950 is working from home. I 964 00:30:13,720 --> 00:30:15,010 kind of like this environment. 965 00:30:15,010 --> 00:30:16,410 I know others don't and 966 00:30:16,860 --> 00:30:18,670 it's just not conducive to 967 00:30:18,670 --> 00:30:23,080 them, but... yeah, the cloud and 968 00:30:23,240 --> 00:30:29,160 the internet connectivity has really 969 00:30:29,160 --> 00:30:30,780 played into this, right? I 970 00:30:30,780 --> 00:30:33,450 mean, it's all what we're doing now 971 00:30:33,450 --> 00:30:36,830 for work. Okay. So as we start 972 00:30:36,890 --> 00:30:38,430 to wrap up this conversation 973 00:30:38,430 --> 00:30:39,780 of change management as we 974 00:30:39,780 --> 00:30:41,700 see, it's broad in many 975 00:30:41,700 --> 00:30:43,510 different things, not just technology 976 00:30:43,510 --> 00:30:44,700 but just what the new 977 00:30:44,700 --> 00:30:47,220 normal is. Julie, any final 978 00:30:47,220 --> 00:30:49,020 thoughts or recommendations that you 979 00:30:49,020 --> 00:30:50,900 want to reiterate and emphasize? 980 00:30:50,940 --> 00:30:52,310 Because you and your team 981 00:30:52,310 --> 00:30:54,770 just did such remarkable things 982 00:30:54,770 --> 00:30:56,240 that at times, I can just 983 00:30:56,240 --> 00:30:57,610 think you're like, " Well that's 984 00:30:57,610 --> 00:30:58,950 just business as usual." But 985 00:30:58,950 --> 00:31:00,000 it was incredible that the 986 00:31:01,040 --> 00:31:02,680 accomplishments that you did with 987 00:31:02,680 --> 00:31:05,650 the languages, getting people to 988 00:31:05,650 --> 00:31:07,710 let things go, so please 989 00:31:07,710 --> 00:31:09,530 share with us any final... 990 00:31:10,280 --> 00:31:11,990 recommendations and sing the praises 991 00:31:11,990 --> 00:31:14,750 of your team. Well yeah, 992 00:31:15,380 --> 00:31:17,270 it was definitely a team 993 00:31:17,270 --> 00:31:18,210 event, right? It takes a 994 00:31:18,210 --> 00:31:20,750 great team, but I would 995 00:31:20,750 --> 00:31:22,330 just say from a recommendation 996 00:31:22,330 --> 00:31:25,120 is to develop that organizational 997 00:31:25,120 --> 00:31:27,230 change framework and those guardrails 998 00:31:27,230 --> 00:31:28,730 that we talked about, and 999 00:31:28,730 --> 00:31:29,580 then tune it as you 1000 00:31:29,580 --> 00:31:30,860 apply the model to your 1001 00:31:30,870 --> 00:31:33,290 projects and your changes. You're 1002 00:31:33,350 --> 00:31:33,980 not going to get it 1003 00:31:33,980 --> 00:31:35,440 right the first time, right? 1004 00:31:35,480 --> 00:31:39,440 And it's okay. it's okay. 1005 00:31:39,590 --> 00:31:41,870 It's ever evolving, it's ever 1006 00:31:41,970 --> 00:31:43,750 changing what we're having to 1007 00:31:43,750 --> 00:31:45,590 do now, right? So create 1008 00:31:45,590 --> 00:31:46,990 a safe environment for your 1009 00:31:46,990 --> 00:31:48,960 customers and your stakeholders to 1010 00:31:48,960 --> 00:31:51,710 give feedback. After, during your 1011 00:31:51,710 --> 00:31:54,850 projects, right? Constant feedback, we 1012 00:31:54,850 --> 00:31:56,770 need that feedback and then 1013 00:31:56,770 --> 00:31:57,980 we need the agility to 1014 00:31:57,980 --> 00:31:59,430 make those changes as we're 1015 00:31:59,430 --> 00:32:00,940 going through the process, and 1016 00:32:00,940 --> 00:32:03,210 then apply that feedback and 1017 00:32:04,070 --> 00:32:05,270 often times when we start 1018 00:32:05,270 --> 00:32:06,290 a new project, we don't 1019 00:32:06,380 --> 00:32:07,620 stop and go, " Okay, what 1020 00:32:07,620 --> 00:32:08,960 lessons did we learn from 1021 00:32:09,000 --> 00:32:10,990 other projects that we can 1022 00:32:10,990 --> 00:32:12,670 apply to this new project 1023 00:32:12,670 --> 00:32:14,860 or change, right?" So just 1024 00:32:15,250 --> 00:32:18,330 be flexible, be adaptable and 1025 00:32:18,850 --> 00:32:20,430 maybe our organization is so 1026 00:32:20,430 --> 00:32:21,580 large and complex that you 1027 00:32:21,580 --> 00:32:24,580 need to create a group 1028 00:32:24,590 --> 00:32:26,440 of individuals to take on 1029 00:32:26,440 --> 00:32:28,330 this responsibility. We are lucky 1030 00:32:28,330 --> 00:32:29,370 enough at Coke to have 1031 00:32:29,370 --> 00:32:32,220 an organizational change management team 1032 00:32:32,680 --> 00:32:34,090 that helps us out in 1033 00:32:34,090 --> 00:32:37,010 this area. So yeah, look 1034 00:32:37,010 --> 00:32:39,960 at that complexity and adapt. 1035 00:32:39,960 --> 00:32:43,450 And- So that's my- Dean, 1036 00:32:43,450 --> 00:32:45,640 I think it's finding talent like Julie 1037 00:32:46,360 --> 00:32:48,140 really brings it home on 1038 00:32:48,140 --> 00:32:48,930 what needs to be done 1039 00:32:48,930 --> 00:32:52,780 for change management. Oh absolutely 1040 00:32:52,780 --> 00:32:54,450 yeah, and in the adapt 1041 00:32:54,530 --> 00:32:56,220 piece really hits home with 1042 00:32:56,220 --> 00:32:58,160 me. I think with a 1043 00:32:58,160 --> 00:32:59,700 project that goes on for 1044 00:32:59,700 --> 00:33:02,650 weeks or months, within a 1045 00:33:02,650 --> 00:33:03,900 program that goes on for 1046 00:33:04,060 --> 00:33:05,700 that long things are going 1047 00:33:05,700 --> 00:33:06,630 to go wrong. You're not 1048 00:33:06,630 --> 00:33:07,650 going to get everything right 1049 00:33:07,700 --> 00:33:08,780 100% of the time, things 1050 00:33:08,780 --> 00:33:08,900 are going to go wrong. 1051 00:33:08,900 --> 00:33:10,380 You're not going to get everything right 100% of the time. It's a good sports 1052 00:33:10,380 --> 00:33:13,300 or football metaphor, Tom Brady's 1053 00:33:13,300 --> 00:33:14,800 won a lot of Super 1054 00:33:14,800 --> 00:33:16,190 Bowls, but he doesn't get 1055 00:33:17,140 --> 00:33:18,920 touchdown on every play. There's... 1056 00:33:19,200 --> 00:33:20,060 he turns the ball over every 1057 00:33:20,250 --> 00:33:20,850 once in a while, there's 1058 00:33:20,850 --> 00:33:22,990 fumbles and that kind of stuff, but 1059 00:33:22,990 --> 00:33:24,330 you got to keep looking 1060 00:33:24,330 --> 00:33:26,070 downfield and keep driving towards 1061 00:33:26,070 --> 00:33:27,690 that goal and adapt and adjust. 1062 00:33:28,510 --> 00:33:31,700 Okay. Laurie, you've talked very 1063 00:33:31,700 --> 00:33:34,410 passionately about resiliency and planning, 1064 00:33:34,410 --> 00:33:35,830 so any final thoughts or 1065 00:33:35,830 --> 00:33:39,120 recommendations on changing change management? 1066 00:33:40,130 --> 00:33:41,040 Yeah, I guess I would 1067 00:33:41,040 --> 00:33:42,870 just emphasize what I've seen 1068 00:33:42,870 --> 00:33:44,080 in the past, so pre- 1069 00:33:44,080 --> 00:33:47,290 COVID, both change management and 1070 00:33:47,290 --> 00:33:48,770 resiliency planning, what used to 1071 00:33:48,770 --> 00:33:50,760 be business continuity, disaster recovery 1072 00:33:50,760 --> 00:33:52,090 was one of those things 1073 00:33:52,090 --> 00:33:53,410 everybody probably thought, " Oh, we 1074 00:33:53,410 --> 00:33:54,460 should do that." But they 1075 00:33:54,480 --> 00:33:56,540 didn't prioritize it. They didn't 1076 00:33:56,770 --> 00:33:58,960 invest in it. I call 1077 00:33:58,960 --> 00:34:00,330 it insurance policies. It's the 1078 00:34:00,330 --> 00:34:01,060 kind of thing that you 1079 00:34:01,060 --> 00:34:02,230 don't like spending money on, 1080 00:34:02,230 --> 00:34:03,100 but boy are you glad 1081 00:34:03,100 --> 00:34:03,820 you have it when you 1082 00:34:03,820 --> 00:34:05,820 need it. I think we've 1083 00:34:05,820 --> 00:34:06,940 all learned, " Boy, do we 1084 00:34:06,940 --> 00:34:08,700 need it." Right? So I 1085 00:34:08,700 --> 00:34:10,300 think going forward, I hope 1086 00:34:10,300 --> 00:34:11,320 that everybody will have a 1087 00:34:11,320 --> 00:34:14,000 new prioritization of that both 1088 00:34:14,050 --> 00:34:15,990 applying change management to help 1089 00:34:15,990 --> 00:34:18,220 people, this is a difficult 1090 00:34:18,220 --> 00:34:19,450 time, it's a scary time 1091 00:34:19,450 --> 00:34:20,790 and we got more ahead, 1092 00:34:20,790 --> 00:34:21,860 right? Nobody thinks this is 1093 00:34:21,860 --> 00:34:23,150 a short little path we're 1094 00:34:23,150 --> 00:34:25,210 on and companies will continue 1095 00:34:25,210 --> 00:34:26,290 to adjust in ways they 1096 00:34:26,290 --> 00:34:28,550 can't foresee right now. So 1097 00:34:28,550 --> 00:34:30,200 I think prioritizing that and 1098 00:34:30,200 --> 00:34:32,070 using the tools of change 1099 00:34:32,070 --> 00:34:33,580 management like they do project 1100 00:34:33,580 --> 00:34:36,180 management and putting some emphasis 1101 00:34:36,180 --> 00:34:38,400 on the resiliency planning, so 1102 00:34:38,400 --> 00:34:40,490 that they can... like Julia 1103 00:34:40,490 --> 00:34:41,440 was saying, learn from the 1104 00:34:41,440 --> 00:34:43,020 last time and do the 1105 00:34:43,020 --> 00:34:44,350 things a little bit better. 1106 00:34:44,350 --> 00:34:45,280 I'm sure there's a lot 1107 00:34:45,280 --> 00:34:46,310 of people working from home 1108 00:34:46,310 --> 00:34:47,700 going, " This is not ideal. 1109 00:34:48,540 --> 00:34:49,380 I don't have the screen" 1110 00:34:50,470 --> 00:34:51,710 IT departments going, " We don't 1111 00:34:51,710 --> 00:34:53,230 have exactly the security we 1112 00:34:53,230 --> 00:34:54,370 need." There's all kinds of 1113 00:34:54,370 --> 00:34:55,330 things you can think about, 1114 00:34:55,330 --> 00:34:57,860 right? So hopefully learns from 1115 00:34:57,860 --> 00:34:59,210 it, takes it forward and 1116 00:34:59,210 --> 00:35:00,070 gets it right, and helps 1117 00:35:00,070 --> 00:35:01,390 people adapt to the changes 1118 00:35:01,390 --> 00:35:03,070 that are inevitably ahead on 1119 00:35:03,070 --> 00:35:06,000 projects or things that get 1120 00:35:06,000 --> 00:35:06,920 thrown at us that we 1121 00:35:06,920 --> 00:35:09,500 have to react to. Well 1122 00:35:09,500 --> 00:35:10,390 it's been a pleasure to 1123 00:35:10,390 --> 00:35:12,390 hear everybody, because out in 1124 00:35:12,390 --> 00:35:13,730 the field and it's actually 1125 00:35:13,730 --> 00:35:15,070 applied, really think it's the 1126 00:35:15,070 --> 00:35:17,170 best story. What we've heard 1127 00:35:17,170 --> 00:35:18,360 today from all of you 1128 00:35:18,360 --> 00:35:19,830 is that you decide what 1129 00:35:19,830 --> 00:35:21,050 the best practice was for 1130 00:35:21,050 --> 00:35:23,020 you in your organization. You 1131 00:35:23,020 --> 00:35:24,880 leverage lessons learned, I love 1132 00:35:25,110 --> 00:35:26,220 the message, " It's okay to 1133 00:35:26,220 --> 00:35:30,240 make mistakes." I think it's 1134 00:35:30,240 --> 00:35:31,300 fair to say that too 1135 00:35:31,300 --> 00:35:32,990 often change management has always 1136 00:35:32,990 --> 00:35:34,520 been seen as a nonessential 1137 00:35:34,520 --> 00:35:35,440 and a nice to have, 1138 00:35:35,440 --> 00:35:37,540 but it is actually extremely 1139 00:35:37,540 --> 00:35:39,470 important and an essential component 1140 00:35:39,860 --> 00:35:41,640 to not only increase the 1141 00:35:41,640 --> 00:35:43,160 adoption, but make it a 1142 00:35:43,160 --> 00:35:45,490 reality. Whatever that new normal 1143 00:35:45,490 --> 00:35:47,630 is and to simply achieve 1144 00:35:47,630 --> 00:35:49,210 your vision. So with that, 1145 00:35:49,210 --> 00:35:50,080 I'd like to thank all 1146 00:35:50,080 --> 00:35:51,320 of you for sharing your 1147 00:35:51,320 --> 00:35:53,270 insight, your stories, which I 1148 00:35:53,270 --> 00:35:54,950 really love and your personal 1149 00:35:54,950 --> 00:35:57,410 experiences. Last chance for any 1150 00:35:57,410 --> 00:35:58,990 final comments and messages you 1151 00:35:58,990 --> 00:36:00,280 want to share. If not, 1152 00:36:00,280 --> 00:36:01,880 I'll hand everything back over 1153 00:36:01,880 --> 00:36:06,660 to Josh. Thank you. cue 1154 00:36:06,660 --> 00:36:14,940 to Josh. Sounds good. Well thanks everybody 1155 00:36:14,940 --> 00:36:17,360 on the panel. Absolutely awesome 1156 00:36:17,360 --> 00:36:20,050 discussion. Everybody in the audience 1157 00:36:20,050 --> 00:36:21,510 who are watching this on 1158 00:36:21,510 --> 00:36:22,930 demand, be sure to check 1159 00:36:22,930 --> 00:36:24,040 out the resource list below, 1160 00:36:24,040 --> 00:36:25,570 the Q& A window, clicking 1161 00:36:25,570 --> 00:36:26,520 those links will open up 1162 00:36:26,520 --> 00:36:27,380 in a new tab in 1163 00:36:27,380 --> 00:36:29,110 your browser and truly expand 1164 00:36:29,110 --> 00:36:30,490 on today's topic of change 1165 00:36:30,490 --> 00:36:33,630 management. And on behalf of 1166 00:36:33,630 --> 00:36:34,760 the entire team and all 1167 00:36:34,760 --> 00:36:36,000 of our presenters on the 1168 00:36:36,000 --> 00:36:37,010 panel today, I want to thank you for 1169 00:36:37,810 --> 00:36:39,070 your time in attending this 1170 00:36:39,070 --> 00:36:41,090 on demand webinar, and until 1171 00:36:41,090 --> 00:36:42,130 next time, have a good 1172 00:36:42,130 --> 00:36:45,560 one. you. Thanks. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6fSQAQ"] Meet the Speakers Jodi Thompson Sir Principal Business Consultant, Genesys Lori Bocklund President, Strategic Contact Dean Thames Platform Architect, Koch Global Services Julie Hopkins Project Manager, Koch Global Services AppFoundry Webinar The role of Voice AI in business continuity [cutoff co_thick="2px"]Friday, May 29, 2020 at 8AM PST Business-as-usual in the call center is transforming — from the technology to analyze calls, to team structure, to how remote agents are enabled to provide more empathetic customer experiences. As we enter month three of one of the biggest global disruptions contact centers have seen, business continuity is becoming an increasingly delicate challenge. From assessing financial and operational risks to helping a newly-minted remote workforce rapidly adopt new messaging and processes, agility will be the defining feature of contact centers who are able to weather the storm. And Voice AI is a tool that can help you succeed. In this webinar, you’ll learn: Top voice interactions you should be monitoring to mitigate business impact of COVID-19 Ways to use Voice AI to improve customer experiences at scale How to leverage voice calls to coach your agents on empathy and productivity Actionable tips for automating QA process and agent evaluations Practical ways to surface compliance and safety risks [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73oQAA"] Meet the Speaker Pete Lee VP of Global Alliances and Sales Observe.AI AppFoundry Webinar Five ways to leverage AI and agent assist to improve customer experience [cutoff co_thick="2px"]Wednesday, June 3, 2020 at 8AM PST The percentage of difficult inquiries that agents receive has more than doubled since the COVID-19 pandemic hit the global economy. In addition, supporting remote workers puts more pressure on your communications and support processes. This informative and fast-paced webinar will focus on the cutting-edge technologies and integrations you can use to get more out of your current contact center resources. Get details on five new technologies you can use now to improve the efficiency and quality of your remote workforce. Sign up for this webinar today. Free gifts and promotions will be given away at the live webinar.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t73KQAQ"] Meet the Speakers Sedarius Perrotta Head of Innovation Shelf Jeff Stroum Director, Solution Consultants Shelf On-Demand LinkedIn Live Make personalized customer experience a reality with Genesys AI [cutoff co_thick="2px"]Register now for this On-Demand LinkedIn Live session where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements. Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences.[cutoff co_thick="2px"]1 00:00:15,330 --> 00:00:17,630 Thank you all for joining. I'm excited to be here 2 00:00:17,630 --> 00:00:21,550 today to talk about Genesys AI. My name is Elcenora 3 00:00:21,550 --> 00:00:24,600 Martinez, and I'm the VP of product management for AI 4 00:00:24,600 --> 00:00:28,800 here at Genesys. I'm Dan Arra. I am the VP 5 00:00:28,800 --> 00:00:34,240 of sales for AI at Genesys. So let me walk 6 00:00:34,240 --> 00:00:37,220 you through what we'll be talking about today, and at 7 00:00:37,220 --> 00:00:39,910 any point in time if you have any questions, please 8 00:00:39,910 --> 00:00:41,730 feel free to ask them in the chat. We are 9 00:00:41,730 --> 00:00:43,500 going to have folks that are going to be monitoring 10 00:00:43,500 --> 00:00:46,190 live and able to ask your questions, and if you 11 00:00:46,190 --> 00:00:49,640 do miss anything, this whole recording will be available on 12 00:00:49,640 --> 00:00:53,260 Genesys. com in a couple of days. So today we're 13 00:00:53,260 --> 00:00:55,610 going to be talking about a couple of trends that 14 00:00:55,610 --> 00:00:59,370 you really can't afford to ignore and how those dovetail 15 00:00:59,370 --> 00:01:02,450 really nicely into what we believe is a roadmap for 16 00:01:02,450 --> 00:01:06,690 success. We're going to talk about why Genesys AI and 17 00:01:06,690 --> 00:01:09,800 introduce you to this notion of experience as a service, 18 00:01:09,800 --> 00:01:12,730 which is a best way to supersize the experience that 19 00:01:12,740 --> 00:01:15,900 you're providing your customers today. We're going to go deep 20 00:01:15,900 --> 00:01:18,950 into our predictive engagement product, which is one of our 21 00:01:18,950 --> 00:01:22,270 lead offerings on the AI portfolio. Then we're going to 22 00:01:22,270 --> 00:01:25,870 talk about where to go for more information or if 23 00:01:25,870 --> 00:01:31,340 you would like some additional demonstrations. So first and foremost, 24 00:01:31,430 --> 00:01:33,350 AI is here to stay. I don't think I have 25 00:01:33,350 --> 00:01:37,540 to tell anyone that. IDC estimates that this is a 26 00:01:37,540 --> 00:01:40,900 market that's going to grow to $ 97 billion by 27 00:01:40,910 --> 00:01:45,280 2023, and that over 50% of interactions are going to 28 00:01:45,280 --> 00:01:48,750 be augmented or enriched by AI. But what we want 29 00:01:48,750 --> 00:01:51,910 to do is inspire any chief marketing officers or chief 30 00:01:51,910 --> 00:01:55,440 experience officers to understand how AI can help you in 31 00:01:55,440 --> 00:01:57,730 the contact center, to make sure that you have the 32 00:01:57,730 --> 00:02:01,010 ability to lobby for some share of market where your 33 00:02:01,010 --> 00:02:05,090 company wants to spend their AI dollars. The reason that 34 00:02:05,090 --> 00:02:09,290 is, is because you want to be able to differentiate 35 00:02:09,290 --> 00:02:12,550 the experience that you give your customers, and that requires 36 00:02:12,550 --> 00:02:16,080 being able to personalize every single one of those interactions. 37 00:02:16,610 --> 00:02:20,430 Now, the need for personalization is going to stretch beyond 38 00:02:20,430 --> 00:02:24,550 what is available on a customer data platform today. CDPs 39 00:02:24,550 --> 00:02:29,060 have the ability to store information about customers, but if 40 00:02:29,060 --> 00:02:32,330 you really want to take that next level on personalization, 41 00:02:32,610 --> 00:02:36,670 it's going to require stitching, enriching, and augmenting much of 42 00:02:36,670 --> 00:02:41,410 that data to be able to personalize the interactions. If 43 00:02:41,410 --> 00:02:45,240 we think about the fact that 50% of these interactions 44 00:02:45,260 --> 00:02:49,140 will be augmented by AI, then we need to go 45 00:02:49,140 --> 00:02:52,390 beyond just a single interaction in a single channel to 46 00:02:52,390 --> 00:02:56,240 really be able to understand the context across many channels 47 00:02:56,410 --> 00:03:00,440 over the lifetime of a customer's relationship with a brand. 48 00:03:00,650 --> 00:03:03,410 So being able to harmonize and understand all of that 49 00:03:03,410 --> 00:03:08,130 context is going to be really important. No AI investment 50 00:03:08,130 --> 00:03:11,150 would be complete without the right level of analytics and 51 00:03:11,150 --> 00:03:13,650 reporting. So we want to make sure that you have 52 00:03:13,650 --> 00:03:17,880 the ability to really understand how your AI investment is 53 00:03:17,880 --> 00:03:23,040 performing, the optimization and really be able to fine tune 54 00:03:23,040 --> 00:03:28,420 this investment. Now, Forrester estimates in a survey last year 55 00:03:28,420 --> 00:03:34,280 that 53% of companies already have implemented or are implementing 56 00:03:34,280 --> 00:03:38,200 some form of artificial intelligence, and this is great because 57 00:03:38,200 --> 00:03:41,570 what we see is that we've passed critical mass. But 58 00:03:41,570 --> 00:03:45,260 it also means that 47% of companies have not yet 59 00:03:45,260 --> 00:03:48,930 deployed artificial intelligence. Now, there's a couple of barriers to 60 00:03:48,930 --> 00:03:54,400 adoption and that can range from being able to achieve 61 00:03:54,400 --> 00:03:58,680 it at scale, to security, to adoption, and even some 62 00:03:58,680 --> 00:04:01,700 of the conversational intelligence. But what I want to leave 63 00:04:01,700 --> 00:04:05,570 you with today is how Genesys is helping you overcome 64 00:04:05,570 --> 00:04:07,790 some of those challenges. So I'm going to go through 65 00:04:07,790 --> 00:04:12,240 these one by one. We have made a significant investment 66 00:04:12,240 --> 00:04:15,780 in a data science team that is very focused on 67 00:04:15,780 --> 00:04:19,290 AI ethics and algorithmic integrity, and to be able to 68 00:04:19,340 --> 00:04:22,560 deliver some of this AI at scale. So we have 69 00:04:22,560 --> 00:04:26,530 the ability to optimize, orchestrate and really automate many of 70 00:04:26,530 --> 00:04:30,200 these processes. For those of you that are Genesys customers 71 00:04:30,280 --> 00:04:34,030 today, that our Genesys Cloud, our Genesys Engage and our PureCloud 72 00:04:34,030 --> 00:04:39,700 platforms are all 100% secured to the core. We're also 73 00:04:39,700 --> 00:04:43,030 driving adoption because the way we think of our AI 74 00:04:43,030 --> 00:04:46,640 platform is everything is event driven, and what this means 75 00:04:46,640 --> 00:04:49,890 for you is it gives you greater flexibility to be 76 00:04:49,890 --> 00:04:54,210 able to think about web events, conversation event, maybe even 77 00:04:54,210 --> 00:04:58,010 custom events, and so your starting point can different ways 78 00:04:58,010 --> 00:05:02,700 it can really drive that adoption within the company. We're 79 00:05:02,700 --> 00:05:07,160 also very focused on usability. We've made great investments in 80 00:05:07,160 --> 00:05:11,190 a design thinking functionality, so that delivering products that are 81 00:05:11,190 --> 00:05:13,970 user centered are very much to the core of how 82 00:05:13,970 --> 00:05:16,900 we think of our roadmap. So we think about ways 83 00:05:16,900 --> 00:05:19,960 to onboard, to make sure that you can see successes 84 00:05:19,990 --> 00:05:23,010 early on in ways that it doesn't require an army 85 00:05:23,010 --> 00:05:27,940 of data scientist. Then finally, we're really focused on bringing 86 00:05:27,940 --> 00:05:31,200 you a higher level of conversational intelligence through all of 87 00:05:31,200 --> 00:05:34,030 the bot interactions in ways that it feels like you're 88 00:05:34,030 --> 00:05:39,260 conversing with a human agent. So why Genesys AI, and 89 00:05:39,260 --> 00:05:42,130 more specifically why predictive engagement, which I said is one 90 00:05:42,130 --> 00:05:44,560 of the lead offerings in our AI suite of offerings? 91 00:05:46,040 --> 00:05:50,820 Simply put, the average consumer receives up to 10,000 brand 92 00:05:50,820 --> 00:05:54,820 messages every day, and what that means for you as 93 00:05:54,820 --> 00:05:58,210 a brand is you have to rely on information that 94 00:05:58,210 --> 00:06:02,260 exists within your own customer data platform, enrich that with 95 00:06:02,260 --> 00:06:06,500 CRM information or some other custom applications to really reach 96 00:06:06,870 --> 00:06:12,560 that target customer. But there's definitely a better way. If 97 00:06:12,560 --> 00:06:15,700 you think about your customer at the center of how 98 00:06:15,700 --> 00:06:18,650 you think about these experiences, we want to introduce you 99 00:06:18,660 --> 00:06:21,550 to the notion of experience as a service as a 100 00:06:21,550 --> 00:06:26,460 better way of delivering exceptional experiences, and what this entails 101 00:06:26,490 --> 00:06:29,600 is to really think about all of these interactions we've 102 00:06:29,600 --> 00:06:32,530 talked about over the course of a lifetime of a 103 00:06:32,530 --> 00:06:35,430 customer and a brand, and all of the data that 104 00:06:35,430 --> 00:06:37,970 is collected both on the customer side as well as 105 00:06:37,970 --> 00:06:40,760 all of the information that's collected from all of the 106 00:06:40,780 --> 00:06:45,530 employee and agent interactions, and enrich that in augment it 107 00:06:45,610 --> 00:06:48,730 with artificial intelligence, so that you have a higher level 108 00:06:48,730 --> 00:06:52,470 of conversational intelligence and so that you can really optimize. 109 00:06:52,770 --> 00:06:55,180 So what that does is it gives you the ability 110 00:06:55,180 --> 00:06:58,850 to really provide experience as a service to every single 111 00:06:58,850 --> 00:07:01,860 one of these customers. Now, this is a big idea, 112 00:07:02,130 --> 00:07:04,170 and so what I want to do is I want 113 00:07:04,170 --> 00:07:07,410 to talk about what some of these imperatives for experience 114 00:07:07,410 --> 00:07:10,880 as a service are. As I go through each one 115 00:07:10,880 --> 00:07:13,100 of these, what I want to challenge you is to 116 00:07:13,100 --> 00:07:17,360 think about how well each one of your companies is 117 00:07:17,360 --> 00:07:21,450 doing on delivering some of these imperatives. So as a 118 00:07:21,450 --> 00:07:24,830 customer, I want you to show me that me before 119 00:07:24,830 --> 00:07:27,370 you've ever met me, and that means I've been a 120 00:07:27,370 --> 00:07:30,360 customer for a long time. I haven't necessarily had to 121 00:07:30,380 --> 00:07:33,370 interact with your brand, but when I do, you already 122 00:07:33,370 --> 00:07:35,380 know who I am and how long I have been 123 00:07:35,380 --> 00:07:39,380 your customer. In some cases, I want you to help 124 00:07:39,380 --> 00:07:43,010 me before I even know there's a problem. Let's say 125 00:07:43,010 --> 00:07:45,760 my bill has increased, my telephone bill has increased by 126 00:07:45,780 --> 00:07:49,550 25%. Wouldn't it be nice if I got notified in 127 00:07:49,550 --> 00:07:51,690 advance? Maybe I want to look at a different data 128 00:07:51,690 --> 00:07:54,220 plan. Maybe I want to look at different options. So 129 00:07:54,600 --> 00:07:56,570 reach out to me before I even know there's a 130 00:07:56,570 --> 00:08:01,210 problem. Know the road I traveled to get here, and 131 00:08:01,210 --> 00:08:03,370 this can be one of two things. It can be 132 00:08:03,370 --> 00:08:07,610 understanding that your conversation started over the phone and ended 133 00:08:07,610 --> 00:08:10,780 with an agent, and throughout that entire experience, you've retained 134 00:08:10,780 --> 00:08:14,260 the context, or it can also be again over the 135 00:08:14,260 --> 00:08:19,240 course of a customer's lifetime with a brand, understanding what 136 00:08:19,240 --> 00:08:23,590 they've been through. This one is so important to experience 137 00:08:23,590 --> 00:08:26,110 as a service, present me with the answers I want 138 00:08:26,110 --> 00:08:29,180 and the ones I didn't know I needed. Often time, 139 00:08:29,180 --> 00:08:32,930 our agent assist tools allow agents to provide customers with 140 00:08:32,930 --> 00:08:36,070 the right information in realtime, but we feel that it's 141 00:08:36,070 --> 00:08:39,300 important to take that a step beyond, and that means 142 00:08:39,450 --> 00:08:42,870 really look at what the customer may want, what are 143 00:08:42,870 --> 00:08:45,860 some of the other products and services that they're using and 144 00:08:45,860 --> 00:08:48,470 how you can really help them in ways that they 145 00:08:48,470 --> 00:08:50,490 didn't even know they needed, but it will be a 146 00:08:50,490 --> 00:08:54,780 better experience for them. Don't ask me to repeat myself, 147 00:08:54,780 --> 00:08:57,990 I think every single person has had some form of 148 00:08:57,990 --> 00:09:01,080 experience with this. We want to make sure that we 149 00:09:01,080 --> 00:09:03,960 explain things to an agent once and that context is 150 00:09:04,970 --> 00:09:10,120 available throughout the entire interaction. Empathize with my situation, and 151 00:09:10,120 --> 00:09:12,270 what that really means is that in that moment of 152 00:09:12,270 --> 00:09:14,750 truth, we want the agents to be able to respond 153 00:09:14,750 --> 00:09:18,210 with the appropriate emotion. So there are certain hearing aids, 154 00:09:18,210 --> 00:09:20,100 as we call them that have been built into the 155 00:09:20,100 --> 00:09:25,270 entire platform to help the agent respond appropriately. Fix it 156 00:09:25,270 --> 00:09:28,700 and stay with me until it's fixed, and oftentimes, check 157 00:09:28,700 --> 00:09:30,390 in with me to make sure that it all worked 158 00:09:30,390 --> 00:09:34,020 out, and this goes above and beyond just a survey. 159 00:09:34,270 --> 00:09:37,220 This goes with having the right level of empathy, where 160 00:09:37,220 --> 00:09:40,570 you are reaching out to these critical customers and make 161 00:09:40,570 --> 00:09:43,170 sure that we've been able to resolve their problem or 162 00:09:43,170 --> 00:09:46,950 their challenge or their concern. Then above all, keep my 163 00:09:46,950 --> 00:09:50,380 data safe. So what this does is it brings the 164 00:09:50,380 --> 00:09:53,960 concept of experience as a service to life in ways 165 00:09:53,960 --> 00:09:56,790 that you can really understand how to deliver that exceptional 166 00:09:56,790 --> 00:10:00,700 service. So before I turn it over to Dan, let 167 00:10:00,700 --> 00:10:02,780 me spend a couple of minutes recapping some of the 168 00:10:02,780 --> 00:10:07,950 things that we've talked about. An event- driven orchestration platform 169 00:10:08,240 --> 00:10:11,340 that allows you to be proactive. Reach out to your 170 00:10:11,340 --> 00:10:14,320 customers in advance. Engage with them in that moment of 171 00:10:14,320 --> 00:10:18,200 truth. When there's a break in the workflow, or when 172 00:10:18,590 --> 00:10:23,020 there's a possibility that they might churn. Personalize every interaction, 173 00:10:23,040 --> 00:10:27,490 show that them, strengthen the relationship, and above all be 174 00:10:27,490 --> 00:10:30,780 able to retain history and the context throughout all of 175 00:10:30,800 --> 00:10:34,680 the interactions because empathy builds trust and trust builds loyalty. 176 00:10:35,410 --> 00:10:37,360 So let me turn it over to Dan to run 177 00:10:37,360 --> 00:10:41,210 through a demonstration of predictive engagement. Thank you very much, 178 00:10:41,390 --> 00:10:45,730 Elcenora. I'm going to provide a demonstration of Genesys predictive 179 00:10:45,730 --> 00:10:49,260 engagement, and before I jump into the demonstration, I'm going 180 00:10:49,390 --> 00:10:52,980 to go through a single slide to connect the dots 181 00:10:53,080 --> 00:10:57,050 a bit between predictive engagement and experience as a service. 182 00:10:57,260 --> 00:11:00,950 I'm going to highlight some of the elements that Elcenora 183 00:11:00,950 --> 00:11:05,160 touched on prior to doing the demonstration. So you've heard 184 00:11:05,540 --> 00:11:09,170 quite a bit about the show me that me, and 185 00:11:09,360 --> 00:11:11,850 the way that we do that with predictive engagement is 186 00:11:12,090 --> 00:11:15,870 we observe what is happening in all of the interactions 187 00:11:16,110 --> 00:11:19,440 between the customer and your business, what's happening on your 188 00:11:19,440 --> 00:11:23,410 website, what's happening in the contact center, and we analyze 189 00:11:23,410 --> 00:11:27,210 that information in realtime for the purpose of segmenting those 190 00:11:27,210 --> 00:11:32,390 customers into different groups and personalizing the experience and driving 191 00:11:32,440 --> 00:11:37,350 realtime interactions that demonstrate that we're showing the customer that 192 00:11:37,350 --> 00:11:43,050 we know them. At its core, empathetic communication is about 193 00:11:43,530 --> 00:11:46,720 listening, is about letting people know that you really understand 194 00:11:46,720 --> 00:11:49,860 who they are. We're answering the questions, are you really 195 00:11:49,860 --> 00:11:52,760 listening to me? Do you care about me enough to 196 00:11:52,920 --> 00:11:55,990 remember what I've told you before? That's what we're doing 197 00:11:55,990 --> 00:11:59,140 here as we go from left to right. We're leveraging 198 00:11:59,170 --> 00:12:03,630 all of those interactions and observations, analyzing and then predicting 199 00:12:03,730 --> 00:12:06,790 an outcome, predicting how to engage, that could be with 200 00:12:07,810 --> 00:12:12,340 a bot, and it could be with some information, more 201 00:12:12,340 --> 00:12:15,960 context that makes the agent smarter, more effective. Maybe we're 202 00:12:15,960 --> 00:12:20,290 using AI to predict the right agent to route that 203 00:12:20,670 --> 00:12:24,920 interaction to. What we're doing here is we're driving people 204 00:12:24,920 --> 00:12:29,840 toward outcomes, outcomes that are your business's desired outcomes, as 205 00:12:29,840 --> 00:12:33,060 well as the customer's desired outcomes. I may be a 206 00:12:33,060 --> 00:12:36,850 customer visiting a website, interested in making a purchase, or 207 00:12:36,850 --> 00:12:39,870 I may be looking to get support for a product. 208 00:12:40,250 --> 00:12:44,150 Those are my outcomes as a end customer. The business 209 00:12:44,150 --> 00:12:48,160 wants to deliver the right information at the right time efficiently. 210 00:12:48,630 --> 00:12:52,680 So everybody's outcome is being considered here in an effort 211 00:12:52,680 --> 00:12:57,710 to connect the dots between the analysis, the outcome prediction, 212 00:12:57,710 --> 00:13:02,130 the first touch interaction and so on. As I go 213 00:13:02,130 --> 00:13:04,680 into the demonstration here in a moment, I want you 214 00:13:04,680 --> 00:13:08,220 to think about the real life experience of walking into 215 00:13:08,220 --> 00:13:11,740 a retail store, and somebody walking up to you saying, 216 00:13:11,930 --> 00:13:14,110 a clerk at the store, " Can I help you? Can 217 00:13:14,110 --> 00:13:18,170 I help you now? How about now?" An experienced a 218 00:13:18,170 --> 00:13:21,770 store clerk, salesperson or support person is going to observe 219 00:13:21,770 --> 00:13:23,740 what you're doing, what are you putting in your cart, 220 00:13:23,740 --> 00:13:27,210 where are you stopping in the store, which aisles and 221 00:13:27,210 --> 00:13:30,690 so on, and they're going to take that into context intelligently 222 00:13:30,840 --> 00:13:34,970 about how, when, with whom to engage to personalize that 223 00:13:34,970 --> 00:13:38,770 experience. Okay, now I'm going to switch and share my 224 00:13:38,770 --> 00:13:45,560 browser and show you the demonstration. All right. So I 225 00:13:45,560 --> 00:13:48,510 am going to show you a visitor on the left, 226 00:13:48,710 --> 00:13:52,100 visiting a website, the GSOL website, and on the right, 227 00:13:52,100 --> 00:13:54,120 I'm going to give you a peek under the hood 228 00:13:54,160 --> 00:13:57,180 of the predictive engagement platform. I'm going to show you 229 00:13:57,180 --> 00:14:01,220 what the system can see, how we're analyzing and predicting, 230 00:14:01,400 --> 00:14:05,660 when and with whom to engage. Then after I do 231 00:14:05,660 --> 00:14:09,350 that, I'm going to show you an agent experience. So 232 00:14:09,350 --> 00:14:12,740 keep in mind, initially, I'm showing you what is happening 233 00:14:12,740 --> 00:14:16,250 under the hood of the platform. What we're doing here 234 00:14:16,250 --> 00:14:17,940 is looking at all of the people who are on 235 00:14:17,940 --> 00:14:20,660 the site, some are known and some are unknown, and 236 00:14:20,660 --> 00:14:24,410 we're observing their interactions. This is also looking at what's 237 00:14:24,410 --> 00:14:29,910 happening in the contact center and connecting through our event- 238 00:14:29,910 --> 00:14:34,050 driven orchestration to other systems where we're leveraging CRM data, 239 00:14:34,050 --> 00:14:38,110 marketing automation data, and even other systems that have web- 240 00:14:38,330 --> 00:14:42,160 based APIs. So I'm going to highlight this one individual 241 00:14:42,490 --> 00:14:45,520 that happens to be me, and you'll notice something here, 242 00:14:45,520 --> 00:14:48,730 as the visitor on the left starts to navigate around 243 00:14:48,980 --> 00:14:53,360 and look at different pages, we're going that behavior being 244 00:14:53,360 --> 00:14:56,930 observed and analyzed, and we're even making predictions about this 245 00:14:57,050 --> 00:15:00,310 unknown visitor, now unknown. We can see what part of 246 00:15:00,310 --> 00:15:04,240 the world they're located, some technographic information about the devices 247 00:15:04,240 --> 00:15:08,140 that they're using, and we can see historical information here 248 00:15:08,380 --> 00:15:11,410 as well, if there were previous visits. So again, I'm 249 00:15:11,410 --> 00:15:14,040 unknown at the moment. But now I start to put 250 00:15:14,220 --> 00:15:17,470 something in my shopping cart. I add these batteries to 251 00:15:17,470 --> 00:15:20,580 the shopping cart, and you'll see here that now that 252 00:15:20,580 --> 00:15:23,420 I've added something to my shopping cart, the system can 253 00:15:23,420 --> 00:15:26,600 see what is in the cart, what's the value, which 254 00:15:26,600 --> 00:15:29,910 product category. We can see that were identified as a 255 00:15:29,910 --> 00:15:33,700 particular segment, and there are other events that occurred like 256 00:15:33,700 --> 00:15:38,070 our cart value changed from zero to $ 216. So 257 00:15:38,120 --> 00:15:41,300 before the visitor on the left proceeds to check out, 258 00:15:41,720 --> 00:15:43,750 they may want to log in because they have some 259 00:15:43,750 --> 00:15:48,050 stored payment information in the system, and you'll see a 260 00:15:48,050 --> 00:15:51,780 few things happening. Now that we've logged in, we know 261 00:15:51,780 --> 00:15:55,210 the identity of that visitor, and we can see that 262 00:15:55,260 --> 00:15:59,840 maybe they're eligible for other communication options. Now that we're 263 00:15:59,840 --> 00:16:03,080 logged in, maybe our purchase history or the value of 264 00:16:03,080 --> 00:16:06,340 our shopping cart gives us a few more options to 265 00:16:06,340 --> 00:16:10,630 communicate. That just appeared after I logged in. When I 266 00:16:10,630 --> 00:16:13,900 proceed back to check out, I go back here and 267 00:16:13,900 --> 00:16:17,190 you'll see that the prediction of checking out is higher, 268 00:16:17,310 --> 00:16:20,390 and just to highlight here, we're making two predictions that 269 00:16:20,390 --> 00:16:24,790 make sense in our configured for the GSOL customer. Your 270 00:16:24,790 --> 00:16:28,040 business and any other business would have different configured outcomes, 271 00:16:28,560 --> 00:16:31,800 making a purchase or being identified as a lead, those 272 00:16:31,800 --> 00:16:35,170 are sales and marketing outcomes. But you could have care 273 00:16:35,170 --> 00:16:38,350 outcomes, like make an inbound call for support or open 274 00:16:38,350 --> 00:16:42,570 a trouble ticket. So here, the visitor in their purchase 275 00:16:42,570 --> 00:16:49,040 motion doesn't know what the discount code is, and before 276 00:16:49,040 --> 00:16:52,010 they check out, they start searching for it. Maybe they 277 00:16:52,010 --> 00:16:56,800 go over here and they search for discount codes, and 278 00:16:56,800 --> 00:17:00,050 we're going to pick up that search information and what 279 00:17:00,050 --> 00:17:02,760 just happened here on the left is we triggered, the 280 00:17:02,760 --> 00:17:08,600 platform triggered an automated chat offer that is leveraging all 281 00:17:08,600 --> 00:17:11,220 of the context, all of the analysis and predictions that 282 00:17:11,220 --> 00:17:14,410 we're observing under the hood in the platform on the 283 00:17:14,410 --> 00:17:20,370 right. As the visitor accepts this chat, they're going to 284 00:17:20,370 --> 00:17:25,170 initially be prompted with an intelligent chat bot who knows 285 00:17:25,170 --> 00:17:28,670 this is Dan, and that he's likely to need help 286 00:17:28,670 --> 00:17:32,850 with his purchase today. So first, we're leveraging the intelligence 287 00:17:33,020 --> 00:17:36,560 bots, and here we may want to say, " Yes, I've 288 00:17:36,560 --> 00:17:45,800 got a question. Wondering about," oops, type, " about shipping availability." 289 00:17:49,340 --> 00:17:52,390 We are going to get a response back telling us 290 00:17:52,430 --> 00:17:55,060 a bit about that topic, and then, " Yes, I've got 291 00:17:55,060 --> 00:17:57,810 questions about my discount code and I want to talk 292 00:17:57,810 --> 00:18:05,950 to an agent please." So when that initial step connecting 293 00:18:05,950 --> 00:18:08,270 us to an agent occurs, we're doing a few different 294 00:18:08,270 --> 00:18:13,900 things here. We're going to answer this interaction, and now 295 00:18:14,070 --> 00:18:18,440 I'm going to show you the agent view, okay? Again, 296 00:18:18,740 --> 00:18:20,810 what we were looking at was what was happening under 297 00:18:20,810 --> 00:18:24,670 the hood. But now as an agent, I have access 298 00:18:24,900 --> 00:18:29,210 to what was in the shopping cart, maybe previous visits, 299 00:18:30,360 --> 00:18:33,800 the likelihood, hey, this visitor got very likely to making 300 00:18:33,800 --> 00:18:37,330 a purchase and then abandoned, and then we could continue 301 00:18:37,330 --> 00:18:39,810 to watch while we're thinking about what we're going to 302 00:18:39,810 --> 00:18:43,410 say, watch what that customer is doing. We're going to 303 00:18:43,410 --> 00:18:47,760 leverage these segments and the behaviors, and as I hover 304 00:18:47,760 --> 00:18:50,060 over as an agent some of these elements on the 305 00:18:50,060 --> 00:18:53,890 right, I decide I want to respond with a canned 306 00:18:53,920 --> 00:19:00,540 response about discount codes. So I search for my available 307 00:19:00,540 --> 00:19:04,940 canned responses. I find the appropriate one here and now 308 00:19:05,220 --> 00:19:08,640 I can guide that customer to the right information so 309 00:19:08,640 --> 00:19:13,300 that they have the context and information that they need 310 00:19:13,560 --> 00:19:18,520 to improve and streamline the process. Now they know that 311 00:19:18,520 --> 00:19:21,420 the discount code could be entered here. They have that 312 00:19:21,420 --> 00:19:25,890 discount code available to them. I apply it and proceed 313 00:19:25,890 --> 00:19:29,810 to check out. So when I check out, you'll see 314 00:19:29,810 --> 00:19:32,800 here that the outcome is achieved. We see the payment 315 00:19:32,800 --> 00:19:35,360 was made, what was the size of the order. This 316 00:19:35,360 --> 00:19:40,970 goes from 99% to 100% and we're ready to wrap 317 00:19:40,970 --> 00:19:43,140 up. We ask the customer, " Do you need anything else at 318 00:19:43,140 --> 00:19:47,770 the moment?" Maybe they say, " Well, yes, I actually had 319 00:19:47,770 --> 00:19:51,940 some questions about your panels." So the agent has an 320 00:19:51,940 --> 00:19:56,940 opportunity to take advantage of that additional conversation, create a 321 00:19:56,940 --> 00:20:01,590 new lead in the CRM with our integration here to 322 00:20:01,590 --> 00:20:05,010 extend the reach beyond what's just happening in predictive engagement. 323 00:20:06,330 --> 00:20:08,490 We could create a lead here, but now I'm going 324 00:20:08,490 --> 00:20:11,870 to show you a separate example where we do that 325 00:20:11,870 --> 00:20:15,270 in an automated fashion. That's going to end up creating 326 00:20:15,270 --> 00:20:19,130 a lead and adding an individual to a campaign all 327 00:20:19,130 --> 00:20:23,560 under the hood automatically. So we wrap up this interaction 328 00:20:24,370 --> 00:20:27,560 and we now know exactly which wrap- up code to 329 00:20:27,560 --> 00:20:31,490 use because we saw that order placed, and now we're 330 00:20:31,490 --> 00:20:35,900 done here with this particular interaction and we're waiting for 331 00:20:35,900 --> 00:20:42,970 another. So let's say this visitor later that night or 332 00:20:42,970 --> 00:20:46,140 the next day decides they're going to go back onto 333 00:20:46,140 --> 00:20:50,440 the site and put some items in their shopping cart. 334 00:20:51,950 --> 00:20:55,090 In this second case, so you have to fast forward 335 00:20:55,090 --> 00:20:58,780 a little bit and this is a later that that 336 00:20:58,960 --> 00:21:02,920 night. They put some items in their shopping cart, and 337 00:21:02,920 --> 00:21:06,170 we're going to, again, observe what that visitor is doing 338 00:21:06,170 --> 00:21:09,320 so we can see under the hood what's happening. This 339 00:21:09,320 --> 00:21:12,480 visitor decided they would like, Dan over here would like 340 00:21:13,210 --> 00:21:17,120 10 of these items and he proceeds to check out. 341 00:21:18,330 --> 00:21:21,460 So now he's got a pretty high cart value and 342 00:21:21,460 --> 00:21:25,640 he's eligible for another discount, and this is a solar 343 00:21:25,640 --> 00:21:28,370 panel so it's a different discount code. He doesn't have 344 00:21:28,370 --> 00:21:31,560 it available to him at the moment, and he starts 345 00:21:31,560 --> 00:21:36,520 to again search around for it. He abandons this shopping 346 00:21:36,520 --> 00:21:42,220 cart, and here, what we're doing is taking advantage of 347 00:21:42,260 --> 00:21:46,270 all that information and creating a new lead in our 348 00:21:46,270 --> 00:21:52,530 CRM system that is going to inform the enterprise account 349 00:21:52,530 --> 00:21:56,330 rep who is working on deals larger than $ 2, 350 00:21:56,330 --> 00:22:00,130 000 to follow up with this customer the next day 351 00:22:00,130 --> 00:22:02,820 or first thing in the morning. Now, if I take 352 00:22:02,820 --> 00:22:05,380 a look here in our CRM system, and we want 353 00:22:05,380 --> 00:22:10,140 to observe what happened under the hood, we're going to 354 00:22:10,140 --> 00:22:13,740 look up that lead and we're going to find this 355 00:22:13,740 --> 00:22:17,460 lead, Dan was created. You can look at those details. 356 00:22:18,280 --> 00:22:21,810 In here we can see we're leveraging the journey, the 357 00:22:21,810 --> 00:22:25,350 intelligence of predictive engagement can see that the shopping cart 358 00:22:25,350 --> 00:22:29,620 value was $ 2, 100. We can see what the 359 00:22:29,620 --> 00:22:31,770 items were that were in the cart, and then we 360 00:22:31,770 --> 00:22:38,280 also created a new member to our GSOL campaign. It 361 00:22:38,280 --> 00:22:43,190 is going to inform the enterprise account rep that he 362 00:22:43,190 --> 00:22:46,620 needs to follow up, either initiate a call or send 363 00:22:46,620 --> 00:22:50,300 an email to follow up with Dan the next day. 364 00:22:52,940 --> 00:22:58,060 So that concludes my demo. Thank you, Dan. That was 365 00:22:58,060 --> 00:23:01,160 great. Thank you for joining us for this edition of 366 00:23:01,170 --> 00:23:03,410 LinkedIn Live and what I hope is the first of 367 00:23:03,410 --> 00:23:05,850 many that do a deep dive into the Genesys AI 368 00:23:06,150 --> 00:23:09,590 portfolio. Thank you all for joining us. If any of 369 00:23:09,590 --> 00:23:13,180 you would like more information, there is a self guided 370 00:23:13,180 --> 00:23:17,400 tour available at Genesys. com, along with a hyperlink at 371 00:23:17,400 --> 00:23:19,600 the bottom that allows you to reach out in case 372 00:23:19,600 --> 00:23:22,580 you want to contact any of our account executives, your 373 00:23:22,580 --> 00:23:26,470 Genesys support team, or generally any more information on anything 374 00:23:26,470 --> 00:23:29,760 that you saw today. So again, thank you for your 375 00:23:29,760 --> 00:23:33,270 time. We appreciate your partnership and we look forward to 376 00:23:33,270 --> 00:23:35,670 seeing you at another edition of LinkedIn Live soon.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001krpdQAA"] Meet the Speakers Elcenora Martinez Global VP, Product Management, AI Genesys Dan Arra Vice President, Sales Genesys Genesys Cloud Demo See Genesys Cloud in action: Let’s get digital Digital channels add key context to the customer journey [cutoff co_thick="2px"][webinarschedulesingle]Let your customers and prospects communicate with your business on their terms. This was difficult in the past; agents had to manage multiple systems and customer context often was lost between channels. But, modern technology has streamlined things. An all-in-one contact center solution makes it easy to reach users on the channels they prefer. That means you can communicate where your customers want and keep track of the thread, if their preferences change. Join us for this Genesys Cloud Demo as we dig into digital channels. Learn how to manage chat, email, SMS, social media and more — all within your call center software.[mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001t6dbQAA"] Meet the Speakers Kenny Saalman Associate Strategic Sales Consultant Genesys AppFoundry Webinar Three ways to extend your cloud contact center [cutoff co_thick="2px"]Your contact center needs to meet the needs of your customers while ensuring your employees and the community remain safe during the COVID-19 pandemic. Giving employees the freedom to work from home is critical. We’re all in this together. And through the Genesys Rapid Response offer and our AppFoundry partners, we can enable you to extend capabilities with add-on applications from the AppFoundry Marketplace. This webinar explains how to extend your cloud contact center: Try any free trial apps for 90 days Get credit for your overage charges with select premium apps Get the new Genesys and Google bot at no cost [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001t6o5QAA"] Meet the Speaker Walla Oriqat Sr Partner Program Manager, AppFoundry Genesys On-Demand Webinar All your Contact Center AI security questions answered [cutoff co_thick="2px"][webinarschedule]Artificial intelligence (AI) is proven to offer many benefits: personalized customer service, increased operational efficiency and improved customer satisfaction. However, many business and IT leaders are concerned about the security implications of using bots and predictive AI technologies in their contact centers. Join us for the “Ask Me Anything” webinar in which we address top questions related to Contact Center AI security: Data protection Access control Application security Compliance Resiliency Meet the experts from the Genesys and the Google Cloud Contact Center AI teams to learn how to deliver secure customer service with human-like conversational AI.[cutoff co_thick="2px"]1 00:00:10,410 --> 00:00:14,570 Good morning, evening and afternoon, everyone. My name's Josh Reed and I'm from the 2 00:00:14,570 --> 00:00:16,710 digital events team here at Genesys. And let me be 3 00:00:16,710 --> 00:00:19,930 the first to welcome you to today's webcast all your 4 00:00:19,930 --> 00:00:23,610 cloud, or sorry, all your contact center, AI security questions 5 00:00:23,750 --> 00:00:26,940 answered. So, to kick it off as per usual, we 6 00:00:26,940 --> 00:00:29,540 have a couple of housekeeping items to cover. First off, if 7 00:00:29,640 --> 00:00:33,370 you experienced any issues, listening or viewing to today's webcast, 8 00:00:33,880 --> 00:00:35,730 refresh your browser, or make sure that it's up to 9 00:00:35,730 --> 00:00:39,450 date to support HTML5. These usually fix any console issues 10 00:00:39,450 --> 00:00:41,930 that you may have. Also, if you're having trouble seeing 11 00:00:41,930 --> 00:00:45,400 the slide window or our presenters webcams today, you can 12 00:00:45,400 --> 00:00:47,640 enlarge that screen by dragging any of the corners of 13 00:00:47,640 --> 00:00:51,530 that window, also note that this is designed to be 14 00:00:51,530 --> 00:00:54,500 an interactive experience between you and our presenters. So, at 15 00:00:54,500 --> 00:00:57,640 any time during today's webcast, if you hear anything that 16 00:00:57,640 --> 00:01:00,130 you want to learn more about, throw your questions into 17 00:01:00,130 --> 00:01:01,940 the Q and A window in the center of your 18 00:01:01,940 --> 00:01:04,600 screen, and we'll answer as many as we can during 19 00:01:04,600 --> 00:01:06,910 our brief Q and A at the end. However, and 20 00:01:06,910 --> 00:01:09,420 it sometimes does happen if time gets away from us 21 00:01:09,420 --> 00:01:12,020 and we are not able to answer your questions aloud, 22 00:01:12,190 --> 00:01:14,660 don't worry, we'll follow up with you via email within 23 00:01:14,660 --> 00:01:18,300 the next few business days. And note that if you 24 00:01:18,300 --> 00:01:22,380 miss anything during today's presentation, you have to get up, 25 00:01:22,380 --> 00:01:25,050 you need to grab water, anything like that. Don't fret 26 00:01:25,050 --> 00:01:27,830 you will receive the on- demand recording via email from 27 00:01:28,010 --> 00:01:30,410 ON24 within the next few business days. So, just be 28 00:01:30,410 --> 00:01:35,090 on the lookout for that. And also note that we 29 00:01:35,090 --> 00:01:37,490 would love to give you as much information about today's 30 00:01:37,490 --> 00:01:40,730 topic as possible. So, below the Q and A window, 31 00:01:40,730 --> 00:01:43,560 you have the resource list. So, click any of those 32 00:01:43,560 --> 00:01:45,280 links in the resource list, They'll open up in a 33 00:01:45,280 --> 00:01:48,070 new tab in your browser and expand on today's topic. 34 00:01:49,560 --> 00:01:51,410 And like I said, short and sweet. So, what I'm 35 00:01:51,410 --> 00:01:53,320 actually going to do now is I'm going to hand 36 00:01:53,320 --> 00:01:55,980 it off to my partner in crime today, Wendy Mikkelsen, 37 00:01:55,980 --> 00:01:58,660 the senior director of product marketing here at Genesys. Wendy, 38 00:01:58,790 --> 00:02:03,210 the floor is yours. Thanks Josh. Before we kick things 39 00:02:03,210 --> 00:02:06,810 off, let's meet our speakers today. Kishor, would you like 40 00:02:06,810 --> 00:02:10,050 to kick it off? Yep. Hi everyone. My name is 41 00:02:10,060 --> 00:02:13,670 Kishor Aher. I'm the lead architect for contact center, AI 42 00:02:13,920 --> 00:02:17,920 at Google. And what that means is I take the customers through 43 00:02:17,920 --> 00:02:23,760 the journey of contact center AI modernization. Toby. Yeah, my 44 00:02:23,760 --> 00:02:26,170 name is Toby Tobkin. I do the same thing as 45 00:02:26,170 --> 00:02:31,300 Kishor and just a little bit less cool. Hey everyone, 46 00:02:31,300 --> 00:02:34,630 I'm Janelle Dieken, senior vice president of product marketing here 47 00:02:34,630 --> 00:02:37,960 at Genesys and no stranger to tech. I'm a computer 48 00:02:37,960 --> 00:02:44,010 programmer at heart and like the team history too, history 49 00:02:44,010 --> 00:02:49,180 in sales engineering and solutions engineering as well. Thanks Janelle 50 00:02:49,180 --> 00:02:52,790 and I'm Wendy Mikkelsen, senior director of product marketing at 51 00:02:52,790 --> 00:02:56,940 Genesys, and I will be your host for today. I 52 00:02:56,940 --> 00:03:01,360 think we all understand the promise and business value of 53 00:03:01,360 --> 00:03:06,400 using AI within our customer service operations, that conversational AI 54 00:03:06,400 --> 00:03:10,930 can both improve the customer experience and offer better efficiency 55 00:03:10,930 --> 00:03:16,100 and cost benefits for many organizations. And consumers want better 56 00:03:16,100 --> 00:03:21,550 access, more than 60% of consumers want more self service 57 00:03:21,550 --> 00:03:25,570 options when it comes to accessing customer service. And all 58 00:03:25,570 --> 00:03:29,140 of us as consumers ourselves know that we don't always 59 00:03:29,140 --> 00:03:31,990 want to interact with a human. We just don't have 60 00:03:31,990 --> 00:03:36,140 that kind of time. And Forrester says that 53% of 61 00:03:36,180 --> 00:03:40,340 organizations have already deployed AI within their business. And of 62 00:03:40,340 --> 00:03:43,710 course, that's expected to grow considerably in the coming years. 63 00:03:44,560 --> 00:03:50,000 In fact, IDC predicts that by 2023, 50% of customer 64 00:03:50,000 --> 00:03:54,870 interactions will be augmented or enriched by AI. And they 65 00:03:54,870 --> 00:03:58,770 estimate that the market is a $ 97 billion market 66 00:03:58,770 --> 00:04:02,730 that will continue to grow. The point here is AI 67 00:04:02,730 --> 00:04:05,380 is here to stay and it's been proven to offer 68 00:04:05,380 --> 00:04:10,240 tremendous value. And with the recent pandemic, we're seeing many 69 00:04:10,240 --> 00:04:14,790 AI projects move forward very quickly as organizations around the 70 00:04:14,790 --> 00:04:18,280 world are now adjusting to operating under the new normal. 71 00:04:18,750 --> 00:04:22,430 We're seeing businesses adopt AI to help serve their customers 72 00:04:22,430 --> 00:04:26,340 better and faster. But of course, how do we keep 73 00:04:26,340 --> 00:04:30,530 all of that data secure? Our customers are trusting us 74 00:04:30,530 --> 00:04:34,810 with their personal information and we as consumers are trusting 75 00:04:34,850 --> 00:04:39,370 organizations around the world with our own personal data. So, 76 00:04:39,370 --> 00:04:42,730 today we're going to explore the topic of AI security 77 00:04:42,730 --> 00:04:45,650 within the contact center. And we've brought together this panel 78 00:04:45,650 --> 00:04:49,210 of experts from both Google and Genesys to answer some 79 00:04:49,210 --> 00:04:54,040 of the top questions that we've received from organizations. And 80 00:04:54,040 --> 00:04:55,630 as Josh said, of course, we're going to try to 81 00:04:55,630 --> 00:04:59,610 get to your submitted questions. But we curated dozens of 82 00:04:59,610 --> 00:05:03,520 questions that both Google and Genesys have received, and we're 83 00:05:03,520 --> 00:05:06,480 going to be answering some of those top questions. So, 84 00:05:07,010 --> 00:05:11,770 your question may be answered as we go along. So, 85 00:05:11,770 --> 00:05:17,320 we've organized our questions into three categories. First, we're going 86 00:05:17,320 --> 00:05:19,750 to look at how your data is protected when you 87 00:05:19,750 --> 00:05:23,400 use AI within your contact center. And how both Genesys 88 00:05:24,270 --> 00:05:28,950 and Google are safeguarding that precious data. We'll look at 89 00:05:28,950 --> 00:05:33,390 both data in transit and data at rest. Second, we'll 90 00:05:33,390 --> 00:05:37,300 be covering options for controlling access to that data and 91 00:05:37,300 --> 00:05:42,580 how both Genesys and Google are managing application security. This 92 00:05:42,580 --> 00:05:46,400 is to ensure that no unauthorized users have access to 93 00:05:46,400 --> 00:05:49,400 your data. There's a lot of bad actors out there 94 00:05:49,400 --> 00:05:51,310 so we want to make sure you have the controls 95 00:05:51,310 --> 00:05:55,240 to prevent unauthorized access. And last but not least, we're 96 00:05:55,240 --> 00:06:00,160 going to look at compliance that Google and Genesys offer 97 00:06:00,640 --> 00:06:04,260 and how we make sure that your AI and contexts, 98 00:06:04,260 --> 00:06:09,150 that our systems are resilient and always available. And then 99 00:06:09,150 --> 00:06:11,470 finally, we'll wrap it up and we'll look at how 100 00:06:11,470 --> 00:06:14,500 you can use contexts that are AI as part of 101 00:06:14,500 --> 00:06:19,240 your business continuity plan. But before we get started, let's 102 00:06:19,240 --> 00:06:22,390 do a quick audience poll. And so, everyone get your 103 00:06:22,390 --> 00:06:28,510 mouse ready. Which of the following is your top cloud 104 00:06:28,510 --> 00:06:32,890 contact center and or AI security concerns? So, again, your 105 00:06:32,890 --> 00:06:37,740 top concern, is it a, continuous security monitoring and threat 106 00:06:37,740 --> 00:06:43,320 detection? Is it b, controlling access to customer data? Is 107 00:06:43,320 --> 00:06:47,150 it c, data encryption while in transit or at rest? 108 00:06:47,770 --> 00:06:52,100 Or is it d, compliance and regulatory requirements? So, again, 109 00:06:52,100 --> 00:06:56,100 your top security concern when it comes to contact center 110 00:06:56,380 --> 00:07:01,220 or AI? Okay, let's go ahead and look at the 111 00:07:01,220 --> 00:07:08,950 poll results. Interesting, compliance and regulatory requirements. That's really important. 112 00:07:09,960 --> 00:07:13,410 Kishor, Toby, Janelle, anything you want to add or you 113 00:07:13,410 --> 00:07:18,520 find interesting about this? It sounds exactly right to me. 114 00:07:18,520 --> 00:07:21,480 Yeah, for sure. I was expecting, this is what we 115 00:07:21,480 --> 00:07:25,310 hear every time from our customers. I was actually thinking 116 00:07:25,310 --> 00:07:29,110 that the second one would be a little higher, however, it's interesting 117 00:07:29,110 --> 00:07:32,550 to see 14% chose the third option, but certainly compliance 118 00:07:32,550 --> 00:07:35,030 and regulatory is key and we'll talk more about that 119 00:07:35,030 --> 00:07:49,390 later, I know. Awesome. So, before we jump into security 120 00:07:49,390 --> 00:07:55,120 topics, I think it'd be best if we set the 121 00:07:55,120 --> 00:07:58,580 stage a bit and let's ease our way into security 122 00:07:58,580 --> 00:08:02,000 by having some of our experts tell us a little 123 00:08:02,000 --> 00:08:06,700 bit about how to use AI in your contact center. 124 00:08:07,450 --> 00:08:12,300 Kishor, first step, tell us a little bit about contact center AI. 125 00:08:12,300 --> 00:08:15,270 And can you share some examples of companies who have 126 00:08:15,270 --> 00:08:19,580 adopted contact center AI and how they integrated that into 127 00:08:19,580 --> 00:08:26,540 their contact center? Sure. Thanks, Wendy. So, contact center AI offered 128 00:08:26,970 --> 00:08:31,470 by Google and Genesys is an integrated solution. And what it 129 00:08:31,470 --> 00:08:35,210 means is that it gives you the best of both worlds. Genesys 130 00:08:35,260 --> 00:08:39,690 is a leader in contact center space and Google is 131 00:08:39,690 --> 00:08:43,410 in AI space. So, we come together, we integrate our 132 00:08:43,410 --> 00:08:47,620 products and we offer it to our end customers. It is an 133 00:08:47,870 --> 00:08:51,480 omnichannel solution so that means you can have a chat 134 00:08:51,650 --> 00:08:55,140 integration, voice integration and social media integration out of the 135 00:08:55,140 --> 00:09:01,240 box. Typically, contact center AI solution needs to take care 136 00:09:01,250 --> 00:09:05,230 of three different kinds of stakeholders. First stakeholder is the 137 00:09:05,230 --> 00:09:08,810 end customer. So, end customer calls in into the contact 138 00:09:08,810 --> 00:09:12,840 center and they are either interacting with the bot or 139 00:09:12,840 --> 00:09:16,150 they are interacting with the human agent. So, human agents 140 00:09:16,150 --> 00:09:20,820 are our second stakeholders. And the third stakeholder are basically 141 00:09:20,820 --> 00:09:26,270 agent managers or customer experience executives because they need transparency 142 00:09:26,520 --> 00:09:30,930 into the contact center. Remember contact center, mostly handles unstructured 143 00:09:31,020 --> 00:09:35,070 data that is like voice or chat. And it is 144 00:09:35,070 --> 00:09:46,820 very important to take this unstructured data and create structure and information out of this data. And Google AI can help you dig this unstructured data and 145 00:09:46,820 --> 00:09:49,420 create structure out of it. Toby, do you want to 146 00:09:49,420 --> 00:09:54,820 add something to that? Yeah, definitely. I think that I'd also like to break 147 00:09:54,820 --> 00:09:56,980 it down a little bit about where the technology comes 148 00:09:56,980 --> 00:09:59,890 from and what it actually means for contact center operators. 149 00:10:00,900 --> 00:10:04,170 So, just to set a little bit of interesting background 150 00:10:04,170 --> 00:10:08,010 here. So, contact center AI is actually made up of, 151 00:10:09,070 --> 00:10:12,690 I'd say three big separate components that are integrated into 152 00:10:12,690 --> 00:10:17,030 Genesys ecosystem. One of them is CCAI virtual agents, which is based 153 00:10:17,030 --> 00:10:20,560 on a piece of software called Dialogue Flow. Dialogue Flow 154 00:10:20,560 --> 00:10:24,790 is actually a platform that's used program, Google Assistant at 155 00:10:24,790 --> 00:10:27,040 Google. So, this is actually the same piece of software 156 00:10:27,040 --> 00:10:29,760 that developers use to actually build their voice applications for 157 00:10:30,550 --> 00:10:34,460 AI assistance. On the second one is Agent Assist. This 158 00:10:34,460 --> 00:10:38,320 is actually a piece of software prides provides AI augmentation 159 00:10:38,320 --> 00:10:42,020 for our contact center agent's job helping them go and 160 00:10:42,370 --> 00:10:45,430 fill in fields automatically or giving them turn by turn 161 00:10:45,430 --> 00:10:48,810 guidance for solving a complex issue. And finally, there's also 162 00:10:48,810 --> 00:10:51,710 Insights AI. And so, what this does is it actually 163 00:10:51,710 --> 00:10:55,520 surfaces all the information that the artificial intelligence is actually 164 00:10:55,520 --> 00:10:57,970 seeing out in the field at your contact center in 165 00:10:57,970 --> 00:11:02,510 a digestible format. So, what does it actually mean? Especially, 166 00:11:02,580 --> 00:11:05,670 I would say Dialogue Flow is the one CCAI virtual agent, 167 00:11:05,670 --> 00:11:07,780 which based on Dialogue Flow is when I get the most questions 168 00:11:07,780 --> 00:11:13,000 on from contact center operators. This is a combination of 169 00:11:13,000 --> 00:11:16,340 some things there are net new and also things that 170 00:11:16,340 --> 00:11:19,210 are kind of just like next generation of tasks you 171 00:11:19,210 --> 00:11:21,650 already do for your contact center. I'd say the most 172 00:11:21,650 --> 00:11:26,140 relatable thing is the thing that most next generation. So, 173 00:11:26,140 --> 00:11:29,260 if say your program menu, oftentimes nowadays you'll use a 174 00:11:29,260 --> 00:11:33,660 keyword recognition system, something where if somebody says something like 175 00:11:33,740 --> 00:11:36,460 pay my bill, that will go to the pay bill 176 00:11:36,460 --> 00:11:40,110 menu and walk you through that. The next generation gear, 177 00:11:40,110 --> 00:11:43,680 when you actually using something like CCAI virtual agent is 178 00:11:43,680 --> 00:11:46,270 people can express themselves however they want and the system 179 00:11:46,270 --> 00:11:52,370 will still capture it. So, something like, " Hey, I want 180 00:11:52,370 --> 00:11:55,230 to pay my bill now. Is it possible to do 181 00:11:55,230 --> 00:11:57,740 it by a credit card?" It would be able to 182 00:11:57,740 --> 00:12:01,060 actually go and pick up that utterance and still classify 183 00:12:01,060 --> 00:12:04,050 the intent as being pay my bill, even though it 184 00:12:04,050 --> 00:12:08,470 was very open ended and freely expressed. I would say 185 00:12:08,470 --> 00:12:11,750 that menu replacements tend to be the first step that 186 00:12:11,750 --> 00:12:14,410 most people actually do when they use the system. And 187 00:12:14,410 --> 00:12:16,300 then they tend to move on to much more sophisticated 188 00:12:16,300 --> 00:12:19,030 use cases, where we do say automated diagnostics or a 189 00:12:19,030 --> 00:12:23,730 resolution of issues even if it's quite complex. Anything else 190 00:12:23,730 --> 00:12:27,820 you think I should add Kishor? How about some examples of 191 00:12:27,820 --> 00:12:32,210 type of customers we work with? Oh, yeah, definitely. I 192 00:12:33,030 --> 00:12:36,590 would say that the breakdown is very interesting. I would 193 00:12:36,790 --> 00:12:45,990 say that healthcare, finance and telecommunications have really been driving 194 00:12:47,000 --> 00:12:49,520 most of our business at their onset. They definitely benefit 195 00:12:49,520 --> 00:12:52,750 the most from having a very sophisticated AI at the 196 00:12:52,750 --> 00:12:56,540 center of their contact center, because they tend to deal 197 00:12:56,540 --> 00:12:59,470 with very complex issues that also overlap with a lot 198 00:12:59,470 --> 00:13:07,000 of regulations, compliance, a lot of laws and frameworks around 199 00:13:07,000 --> 00:13:09,990 like when you can bill people, when you can't, when 200 00:13:09,990 --> 00:13:12,110 you can talk about certain types of personal information and 201 00:13:12,110 --> 00:13:19,470 when you can't. And so, all those business rules and 202 00:13:19,470 --> 00:13:22,250 business process that are in those types of organizations definitely 203 00:13:22,250 --> 00:13:27,590 drove a strong need to have more sophisticated tooling for 204 00:13:27,750 --> 00:13:32,780 providing automation around it. However, some of my customers that 205 00:13:32,780 --> 00:13:37,110 have scaled up the furthest so far have actually been 206 00:13:37,110 --> 00:13:42,650 retailers because their business can iterate very quickly. And so, 207 00:13:42,650 --> 00:13:45,370 they've actually already started to build things like automated appointment 208 00:13:45,370 --> 00:13:51,730 scheduling, automating returns and these sorts of use cases. Thanks, 209 00:13:52,120 --> 00:13:56,320 that's a great explanation. Janelle, maybe you could tell us 210 00:13:56,320 --> 00:13:59,790 a little bit about some of the AI use cases that you're 211 00:13:59,790 --> 00:14:05,690 seeing organizations deploy and the problems they've solved. Yeah, absolutely. 212 00:14:05,690 --> 00:14:12,050 And we see very similar industries that Toby mentioned adopting 213 00:14:12,100 --> 00:14:15,770 our AI applications as well. And certainly the ones where 214 00:14:15,770 --> 00:14:19,890 we integrate with Google CCAI come into play virtual agent, 215 00:14:20,280 --> 00:14:25,630 agent assist, even from the insights perspective. But in addition 216 00:14:25,630 --> 00:14:28,850 to those and to compliment those, we have additional ones 217 00:14:28,900 --> 00:14:34,870 that support both stakeholders of improving the customer experience as 218 00:14:34,870 --> 00:14:38,180 well as improving the employee experience. So, a couple of 219 00:14:38,180 --> 00:14:41,890 examples that come to my mind, Wendy are predictive engagement, 220 00:14:42,310 --> 00:14:47,260 where upfront, for example, I could be researching loan rates 221 00:14:47,610 --> 00:14:50,640 with my financial services company. And I may be part 222 00:14:50,640 --> 00:14:53,520 way through filling out a form when the bank behind 223 00:14:53,520 --> 00:14:56,620 the scenes is monitoring my behavior on their website real 224 00:14:56,620 --> 00:15:00,580 time and predicting the outcome based on that behavior, as 225 00:15:00,590 --> 00:15:02,810 well as any other data that they might have about 226 00:15:02,810 --> 00:15:06,630 me. And in that moment of truth before, maybe I 227 00:15:06,630 --> 00:15:10,260 go away from that website and look at other banks 228 00:15:10,260 --> 00:15:14,050 online, they may offer me a special promotion or offer 229 00:15:14,050 --> 00:15:17,940 me an invitation to chat or request a call back. 230 00:15:17,990 --> 00:15:21,980 So, that's another AI application that can compliment, and maybe 231 00:15:21,980 --> 00:15:25,300 even front end the virtual agent that could then pop 232 00:15:25,300 --> 00:15:29,520 up in that invitation with Google CCAI and do some 233 00:15:29,520 --> 00:15:33,090 more prompting and collect some more information before routing it 234 00:15:33,090 --> 00:15:36,470 to that very best alone loan agent. Then on the 235 00:15:36,470 --> 00:15:39,940 employee journey side of things, one of the other AI 236 00:15:39,940 --> 00:15:44,610 applications that come to mind really relate to more accurate, 237 00:15:44,660 --> 00:15:50,240 as well as accelerated forecasting and scheduling so that when 238 00:15:50,250 --> 00:15:54,380 that loan a specialist needs to be staffed, we can 239 00:15:54,400 --> 00:15:57,680 utilize all of that employee data, as well as the 240 00:15:57,680 --> 00:16:04,410 demand, a much more sophisticated perspective to get to really 241 00:16:04,410 --> 00:16:07,390 the highest accuracy rates and getting the right people staffed 242 00:16:07,660 --> 00:16:12,190 to handle the expected demand. So, workforce engagement management, absolutely 243 00:16:12,360 --> 00:16:16,520 important and broadly used use case for AI as well 244 00:16:16,520 --> 00:16:20,100 as predictive engagement that supports not even just improving customer 245 00:16:20,100 --> 00:16:24,030 experience, but also driving sales and marketing. We see financial 246 00:16:24,030 --> 00:16:28,620 institutions have four times conversion rates and at 60% a 247 00:16:28,630 --> 00:16:31,590 lower cost per lead with that application. So, a lot 248 00:16:31,590 --> 00:16:36,560 of business results and business outcomes versus just having AI 249 00:16:36,560 --> 00:16:39,260 for the sake of AI, which I think especially in 250 00:16:39,260 --> 00:16:41,300 this day and age is what matters most the business 251 00:16:41,300 --> 00:16:48,020 outcome that we're driving towards. Yeah, absolutely. Good response there. 252 00:16:48,510 --> 00:16:53,870 Okay. So, one of the questions we received from customers 253 00:16:54,370 --> 00:16:59,060 frequently is what is Dialogue Flow? And maybe Toby, you 254 00:16:59,060 --> 00:17:01,210 can take this one and how does it integrate with 255 00:17:01,210 --> 00:17:06,100 my contact center? Yeah, definitely. I know I alluded to 256 00:17:06,100 --> 00:17:11,030 it a little bit before but Dialogue Flow is the platform that you actually 257 00:17:11,030 --> 00:17:16,600 build artificial intelligence automation in. And so, this would be things 258 00:17:16,600 --> 00:17:22,990 like actually if you've ever built IVR trees before, this 259 00:17:22,990 --> 00:17:25,710 is kind of a version of that. But if you 260 00:17:25,710 --> 00:17:28,170 were building, let's say the same technology that powers Google 261 00:17:28,170 --> 00:17:31,840 Assistant so you can build a bit more flexible of 262 00:17:31,840 --> 00:17:36,080 designs. It's also designed to be used by non- programmers. 263 00:17:36,420 --> 00:17:38,280 And so, that is you should be able to be 264 00:17:38,280 --> 00:17:40,530 productive on this even if you don't actually have a 265 00:17:40,530 --> 00:17:42,930 background in IT. But that was a major goal of 266 00:17:42,940 --> 00:17:47,630 us in designing this platform. So, overall, like I would 267 00:17:47,630 --> 00:17:57,440 say what Dialogue Flow does is it allows you to 268 00:17:57,440 --> 00:18:01,180 build conversational experiences with your customer, but it allows you to move 269 00:18:01,850 --> 00:18:06,780 from just automation to actually designing real user experience. So, 270 00:18:07,070 --> 00:18:12,020 how does it integrate with Genesys? We'll say like you 271 00:18:12,020 --> 00:18:15,740 all have something called Up Foundry and you can actually 272 00:18:15,740 --> 00:18:18,610 use this to go and add a contact center AI 273 00:18:19,610 --> 00:18:23,610 virtual agent powered by Dialogue Flow into your existing contact 274 00:18:23,610 --> 00:18:28,060 center. And we think this is especially important because there's other systems 275 00:18:28,060 --> 00:18:29,870 out there that exist that actually require you to rip 276 00:18:29,870 --> 00:18:32,930 and replace your contact center to add in artificial intelligence. 277 00:18:33,740 --> 00:18:35,530 And really our view on this is that you shouldn't 278 00:18:35,530 --> 00:18:38,690 have to go through a lot of cost and complexity 279 00:18:38,690 --> 00:18:41,970 to be able to adopt next generation of AI. You should be able to just put 280 00:18:41,970 --> 00:18:44,920 it right into your existing contact center that you already 281 00:18:44,920 --> 00:18:50,090 know and love. Yap, absolutely. It should be easy. So, let's 282 00:18:50,090 --> 00:18:54,570 get started on the security topic with a few questions 283 00:18:54,570 --> 00:18:58,190 where you receive around data protection. We know this is 284 00:18:58,190 --> 00:19:02,820 top of mind for many organizations and we want you 285 00:19:02,820 --> 00:19:05,480 to know what we're doing to secure and keep your 286 00:19:05,480 --> 00:19:09,700 data protected. We're going to answer questions that relate to 287 00:19:09,700 --> 00:19:14,050 both cloud contact center security and AI security, but let's 288 00:19:14,050 --> 00:19:20,780 start with Genesys and cloud contact center data protection. Janelle, 289 00:19:21,050 --> 00:19:24,630 a common question that we hear from customers is how 290 00:19:24,630 --> 00:19:30,120 does Genesys provide security for multi- tenent cloud environment? We 291 00:19:30,120 --> 00:19:34,020 do get that question a lot. So, multi- tenent environment security 292 00:19:34,090 --> 00:19:39,700 is enforced with essentially barriers and controls that keep your 293 00:19:39,700 --> 00:19:45,650 data completely separated from everyone else's allowing secure access to 294 00:19:45,950 --> 00:19:51,610 yours and your data only. We're regularly testing these controls 295 00:19:51,610 --> 00:19:55,360 to ensure the access is secure, and each organization is 296 00:19:55,360 --> 00:20:01,640 completely isolated within these barriers. Great. And how is that 297 00:20:01,640 --> 00:20:06,880 data encrypted? I would say it's encrypted with a TLA 298 00:20:06,930 --> 00:20:14,430 called TLS, Transport Layer Security. Genesys applications interact with cloud 299 00:20:14,430 --> 00:20:19,520 servers over transport layer security transmission. And what that does 300 00:20:19,520 --> 00:20:22,600 is it ensures the highest level of security when your 301 00:20:22,600 --> 00:20:27,610 data is in transit. The transport layer security, it terminates 302 00:20:27,640 --> 00:20:31,500 only within the Genesys network. So, you can be assured 303 00:20:31,500 --> 00:20:36,390 that your sensitive data at rest is encrypted using what's 304 00:20:36,390 --> 00:20:41,000 called AES- 256. These keys are encrypted with a regular 305 00:20:41,000 --> 00:20:45,840 rotated set of master keys for extra security. Great. And 306 00:20:46,280 --> 00:20:50,600 how does Genesys manage storage of transcripts and other data? 307 00:20:50,600 --> 00:20:54,150 Is it local or is it in the cloud? Call 308 00:20:54,150 --> 00:21:01,070 recordings, screen recordings, transcripts, they're all encrypted using an individual 309 00:21:01,070 --> 00:21:05,630 customer key that can only be decrypted by the customer 310 00:21:05,630 --> 00:21:13,270 who owns them. Our encryption algorithm uses strong 3072 that 311 00:21:13,310 --> 00:21:17,850 public private key pairs to create unreadable records that may 312 00:21:17,850 --> 00:21:22,580 be safely stored off premises. And the use of long 313 00:21:22,580 --> 00:21:27,980 and strong cryptographic keys provides an effective defense against those 314 00:21:27,980 --> 00:21:31,170 brute force attacks that we're trying to all protect ourselves 315 00:21:31,170 --> 00:21:35,900 from. The public and private keys in a pair are 316 00:21:35,900 --> 00:21:40,160 mathematically linked. The private key is used to decrypt anything 317 00:21:40,160 --> 00:21:44,500 encrypted by its corresponding public key. It's recommended that an 318 00:21:44,500 --> 00:21:48,690 organization change those encrypted keys on a regular basis for 319 00:21:48,690 --> 00:21:54,340 added security. And we also have security destruction, policies and 320 00:21:54,340 --> 00:21:58,120 controls in place to destroy your data from our environment 321 00:21:58,240 --> 00:22:02,780 when and as needed. I'll also add that retention policies 322 00:22:02,780 --> 00:22:07,700 are managed by you and can be established by you 323 00:22:08,120 --> 00:22:11,460 to suit your business needs. And contact center managers can 324 00:22:11,460 --> 00:22:16,440 select recordings and transcripts to be protected from deletion for 325 00:22:16,440 --> 00:22:22,330 legal and other reasons as well. Great. Let's shift to 326 00:22:22,330 --> 00:22:27,700 Google now. Kishor, does Google look at my customer's data? 327 00:22:27,700 --> 00:22:32,770 This is a common question. And can Google view customer data 328 00:22:32,770 --> 00:22:37,860 or other GCP customers view my data or another company's 329 00:22:37,860 --> 00:22:41,340 data? We do hear this concern from customers all the 330 00:22:41,340 --> 00:22:48,930 time, and I understand why there is this concern. So, let me make it explicitly clear that Google Cloud does not share 331 00:22:49,050 --> 00:22:52,640 or use or has access to any customer data store 332 00:22:52,720 --> 00:22:56,660 in the cloud, in any format. Very similar to what 333 00:22:56,660 --> 00:23:00,650 Janelle explains that all the data is encrypted using a 334 00:23:00,650 --> 00:23:04,810 key, and that is a customer key. All the data 335 00:23:04,870 --> 00:23:08,950 in transit and address is encrypted and cannot be accessed 336 00:23:08,950 --> 00:23:12,930 by Google cloud, or in fact, anyone else. Your data 337 00:23:12,930 --> 00:23:15,890 is yours and you control what happens to your data. 338 00:23:16,300 --> 00:23:19,120 We do not use it for any purpose. With the 339 00:23:19,120 --> 00:23:22,080 exception that if you file a support ticket with us 340 00:23:22,130 --> 00:23:27,990 and you give us explicit permission to look at your 341 00:23:27,990 --> 00:23:31,080 data to solve a problem, then we will look at 342 00:23:31,080 --> 00:23:34,150 your data, but that's very explicit and you will get 343 00:23:34,150 --> 00:23:36,730 to know that we have accessed data who, when and 344 00:23:36,730 --> 00:23:39,940 why and what data is accessed, but that's only for 345 00:23:39,940 --> 00:23:45,160 solving a problem at a specific point in time. And 346 00:23:45,160 --> 00:23:50,000 Toby, does this apply to transcripts? How are those transcripts 347 00:23:50,000 --> 00:23:53,040 stored? Are they local, or are they stored in the 348 00:23:53,040 --> 00:23:57,420 cloud? Pretty similar answer to what Kishor just gave, which 349 00:23:57,420 --> 00:24:01,270 is that it turns out if we want our customers 350 00:24:01,270 --> 00:24:03,470 actually buy cloud software from us, they really want a 351 00:24:03,470 --> 00:24:05,340 lot of control over their data. And so, that's what we 352 00:24:05,340 --> 00:24:09,540 give them. So, yeah, I mean, in terms of transcripts, 353 00:24:09,540 --> 00:24:14,410 I would really separate the answer into two different buckets. 354 00:24:14,670 --> 00:24:17,730 One is what about audio transcripts. So, actual recordings of 355 00:24:17,730 --> 00:24:20,650 what people are saying. And one is about text transcripts. 356 00:24:21,040 --> 00:24:26,300 Audio transcripts, very easy to talk about. By default we 357 00:24:26,300 --> 00:24:30,530 don't store audio recordings at all. You can opt to 358 00:24:30,530 --> 00:24:35,150 do that via Genesys or via Google Cloud storage, however 359 00:24:35,150 --> 00:24:37,960 you wish, if you program it that way. But we 360 00:24:37,960 --> 00:24:43,080 actually won't do that by default. Text transcripts on the 361 00:24:43,080 --> 00:24:45,040 other hand, this will be, say what Google texts to 362 00:24:45,040 --> 00:24:50,240 speech, which is part of Dialogue Flow that text transcripts 363 00:24:50,300 --> 00:24:52,680 are stored by default. But you have a lot of 364 00:24:52,680 --> 00:24:54,730 options in the way that you can actually control this. 365 00:24:55,070 --> 00:24:57,610 You can store it in your own database on premises, 366 00:24:57,630 --> 00:25:01,090 you can store it in a Google Cloud buckets. You 367 00:25:01,090 --> 00:25:03,820 can store it in any other type of cloud database 368 00:25:05,010 --> 00:25:08,240 really anything you want and via that direction, you can 369 00:25:08,240 --> 00:25:11,350 also control retention periods, what region that text is actually 370 00:25:11,350 --> 00:25:13,620 stored in or anything else that you would probably care 371 00:25:13,620 --> 00:25:19,030 about. Additionally, I would say as a best practice most 372 00:25:19,030 --> 00:25:23,020 of our customers will actually redact any customer logs that 373 00:25:23,070 --> 00:25:26,610 they have, any utterances that their end customers are actually 374 00:25:26,610 --> 00:25:30,350 saying it's their contact center systems so that, especially if 375 00:25:30,350 --> 00:25:34,030 they mentioned something like, " Hey, is it possible to mail 376 00:25:34,030 --> 00:25:38,930 that card to my address at 1234 Main Street?" That 377 00:25:38,930 --> 00:25:42,240 address is actually redacted from the logs, thus minimizing your 378 00:25:42,240 --> 00:25:48,240 security exposure. So, long story short is just like anything 379 00:25:48,240 --> 00:25:51,460 else you have full control over your data. And Google 380 00:25:51,460 --> 00:25:54,010 is not using it for any purpose for itself, it's 381 00:25:54,010 --> 00:25:59,870 just for you. And I think one of the top 382 00:25:59,870 --> 00:26:04,970 questions you probably received, Toby is what data is used 383 00:26:04,970 --> 00:26:11,630 for training the AI models? Also an excellent question. The 384 00:26:11,630 --> 00:26:16,620 data that you use to train AI models will be data 385 00:26:16,620 --> 00:26:20,670 that you provide. So, let's say for instance that you're 386 00:26:20,670 --> 00:26:25,050 programming a CCAI virtual agent intent for paying your bill, 387 00:26:25,550 --> 00:26:28,100 an example that we gave earlier. But you may go 388 00:26:28,100 --> 00:26:30,880 and insert training phrases into that that tells the system 389 00:26:30,880 --> 00:26:33,240 how to recognize that somebody wants to pay their bill. 390 00:26:33,820 --> 00:26:36,860 It might be something like, " I want to pay my 391 00:26:36,860 --> 00:26:42,710 bill today. Or how do I pay my bill? Or 392 00:26:43,140 --> 00:26:45,730 I have money I'm ready to pay." So, you might 393 00:26:45,730 --> 00:26:49,640 feed all of those what are called training phrases into 394 00:26:49,640 --> 00:26:51,760 the system. And the system would know that if it 395 00:26:51,760 --> 00:26:54,500 sees something similar to that, that it would go and 396 00:26:54,500 --> 00:26:57,130 recognize the intent pay my bill. So, that's the training 397 00:26:57,130 --> 00:27:01,610 input data. So, you actually go and supply that as 398 00:27:01,610 --> 00:27:03,800 a customer or you pay a system integrator, go ahead 399 00:27:03,880 --> 00:27:07,270 and do that for you. Importantly, and this is true 400 00:27:07,270 --> 00:27:10,440 for all artificial intelligence, not just for CCAI virtual agent 401 00:27:10,440 --> 00:27:12,960 and Dialogue Flow. You should make sure that there's no 402 00:27:12,960 --> 00:27:16,440 PII in that data. You don't want to be training AI models on 403 00:27:16,440 --> 00:27:18,940 PII, because then it's going to be making inferences based 404 00:27:18,950 --> 00:27:20,990 on the PII that you put in there. And it 405 00:27:20,990 --> 00:27:24,760 may be inferring things about other customers PII when it's 406 00:27:24,760 --> 00:27:29,210 talking to a different customer. So, you supply the data 407 00:27:29,210 --> 00:27:32,560 and you own that data and we don't use it 408 00:27:32,560 --> 00:27:35,580 to train other models per se, other customers, it's just 409 00:27:35,580 --> 00:27:41,410 for you. Good to know. Kishor, how is my customer's 410 00:27:41,410 --> 00:27:50,220 data on CCAI encrypted and secured? Sure. So, I actually 411 00:27:50,480 --> 00:27:53,570 a few questions about that if everything in the Google 412 00:27:53,570 --> 00:27:59,270 Cloud is encrypted. So, it's no different for CCAI. CCAI being 413 00:27:59,270 --> 00:28:02,730 an integrated solution So the piece of the technology, which 414 00:28:02,730 --> 00:28:07,390 lives in Google is very similarly encrypt data, in transit 415 00:28:07,890 --> 00:28:11,230 and address. And I think Janelle mentioned how they encrypt 416 00:28:11,540 --> 00:28:14,450 data on the Genesys side. So, when you bring both 417 00:28:14,450 --> 00:28:18,130 of these solutions together, all your data once it enters 418 00:28:18,680 --> 00:28:25,180 either Genesys infrastructure or our infrastructure is encrypted and stored 419 00:28:25,950 --> 00:28:31,400 encrypted all the time. Right. I think one of you 420 00:28:31,400 --> 00:28:33,870 touched on this earlier, but this question just came in 421 00:28:33,870 --> 00:28:39,270 from the audience about redacting sensitive information. How do you 422 00:28:39,270 --> 00:28:42,970 do that? Could you touch on that again? Yes. I 423 00:28:42,970 --> 00:28:45,320 can see actually there are two questions here by audience 424 00:28:45,320 --> 00:28:48,930 that, how do you do redacting? So, yes, this is one of 425 00:28:48,930 --> 00:28:51,910 the most common questions we get asked that how do 426 00:28:51,910 --> 00:28:55,760 you remove PII information? And I think it will be mentioned 427 00:28:55,760 --> 00:29:00,950 that briefly that how do we handle it? So, once 428 00:29:00,950 --> 00:29:04,010 the data comes in, in any format like chat or 429 00:29:04,110 --> 00:29:07,390 voice, of course, voice gets converted again into the text 430 00:29:07,730 --> 00:29:10,310 and it's handed over to Dialogue Flow. So, the flow 431 00:29:10,310 --> 00:29:14,550 starts from Genesys and comes into the Dialogue Flow. There 432 00:29:14,900 --> 00:29:17,410 is a step where this information has to go into 433 00:29:17,410 --> 00:29:20,680 the backend systems of the customer, because let's say for 434 00:29:20,680 --> 00:29:23,990 example, the customer is asking for billing information. And for 435 00:29:23,990 --> 00:29:27,190 that, we need the account, which is a PII information. 436 00:29:27,190 --> 00:29:30,530 Or customer is providing a credit card number, which is 437 00:29:30,530 --> 00:29:34,090 again, a PII information. So, that information goes to the 438 00:29:34,090 --> 00:29:39,360 backend, but before we store the transcription logs on the 439 00:29:39,360 --> 00:29:43,700 desk, we redact it and we do mask it so 440 00:29:43,870 --> 00:29:46,350 it's not like we created an empty space between the 441 00:29:46,350 --> 00:29:50,640 text, we mask it. We use cloud data loss prevention, 442 00:29:50,640 --> 00:29:53,590 API. This is a API which is available on its 443 00:29:53,590 --> 00:29:56,530 own to the customer by Google Cloud, but it's also 444 00:29:56,870 --> 00:30:01,490 internally used by CCAI. So, it has standard 26 formats, 445 00:30:01,490 --> 00:30:04,170 which you can use for redaction and masking and keep 446 00:30:04,170 --> 00:30:09,140 the formatting. Also, you can define and create your own 447 00:30:11,990 --> 00:30:15,700 masking. For example, you have an alphanumeric account number and 448 00:30:15,700 --> 00:30:18,480 there is no standard format available, you can define your 449 00:30:18,480 --> 00:30:23,250 own format and master data that way. I'm a big 450 00:30:23,250 --> 00:30:25,810 fan of that tool, Kishor. It's so much easier than reg 451 00:30:25,870 --> 00:30:35,830 clause. Okay. So, let's shift to access control and app 452 00:30:35,830 --> 00:30:40,690 security. We know that preventing authorized access to systems and 453 00:30:40,690 --> 00:30:43,750 tools is probably one of the best ways that we 454 00:30:43,750 --> 00:30:49,010 can secure data. And most organizations that we speak with 455 00:30:49,010 --> 00:30:53,460 ask us about three things. The first is authentication. Second 456 00:30:53,460 --> 00:30:56,710 is authorization, and the third is auditing. And I like 457 00:30:56,710 --> 00:30:59,610 to think of these as the three As of access 458 00:30:59,610 --> 00:31:03,690 control. So, let's start with Genesys and one of the 459 00:31:03,690 --> 00:31:07,830 top questions we see from our customers. Janelle, how does 460 00:31:07,830 --> 00:31:13,560 Genesys manage authentication and role based access control? Well, let's 461 00:31:13,560 --> 00:31:17,730 hit on two of those three As Wendy. So, Genesys 462 00:31:17,730 --> 00:31:25,380 authorized users, access Genesys cloud using multifactor authentication. So, I'll 463 00:31:25,380 --> 00:31:29,420 use our activities, are logged and monitored and access by 464 00:31:29,420 --> 00:31:35,610 privileged users is reviewed periodically. Access is role- based and 465 00:31:35,610 --> 00:31:39,500 these access controls ensure that only users with the proper 466 00:31:39,500 --> 00:31:44,220 authority and legitimate business requirements are allowed to access on 467 00:31:44,240 --> 00:31:49,040 your data. We use something called OAuth authorization to hit 468 00:31:49,040 --> 00:31:52,620 on the second A there for secure access to third 469 00:31:52,620 --> 00:31:57,830 party applications without revealing any of those authentication details. And 470 00:31:57,830 --> 00:31:59,860 so, just to clarify a little bit more, if that's 471 00:31:59,860 --> 00:32:05,240 a new term, if you're listening in OAuth authorization. Authorization, 472 00:32:06,090 --> 00:32:09,180 the size of what an app can do and authentication 473 00:32:09,180 --> 00:32:15,520 can verify the user identity. Awesome. And Toby, do you 474 00:32:15,520 --> 00:32:22,310 want to hit on Google and? I think that's a 475 00:32:22,310 --> 00:32:31,240 better question for Kishor. So, basically we integrate with GCBIAM, 476 00:32:34,890 --> 00:32:38,810 GCBIAM controls identity and access management across GCB products, and 477 00:32:38,810 --> 00:32:43,420 then that means twofold for CCAI components and a twofold 478 00:32:43,740 --> 00:32:46,670 Dialogue Flow. So, there are different roles which are at 479 00:32:46,670 --> 00:32:49,640 different levels. So, you have a developer role as well as 480 00:32:49,640 --> 00:32:53,150 a non developer role for Dialogue Flow earlier with Toby mentioned 481 00:32:53,150 --> 00:32:56,450 that Dialogue Flows are good also for non- developers to 482 00:32:56,450 --> 00:33:00,700 create a conversational AI. So, these different rules are available 483 00:33:00,700 --> 00:33:04,950 and you can give access to people with different roles 484 00:33:05,360 --> 00:33:11,390 as well as that are API level basically roles, which 485 00:33:11,390 --> 00:33:15,880 while integration between Genesys and the customer, that is sorry, Genesis 486 00:33:16,440 --> 00:33:19,750 and Google. I'm sure you don't want the partner to 487 00:33:20,010 --> 00:33:22,980 have access to everything. And I think we already answered that you 488 00:33:22,980 --> 00:33:26,030 own your data. So, what level of access does the 489 00:33:26,030 --> 00:33:29,050 partner gets can also be defined at a very granular 490 00:33:29,050 --> 00:33:38,240 level. Right. And Kishor, when it comes to continuous security and 491 00:33:38,240 --> 00:33:45,160 audit mechanisms, what mechanisms does Google have in place to 492 00:33:45,160 --> 00:33:54,110 protect those systems? So, what are we trying to protect? 493 00:33:54,170 --> 00:33:56,700 The most important data we are trying to protect is in the CCAI 494 00:33:56,700 --> 00:33:58,680 space, of course, in general, we are trying to protect 495 00:33:58,680 --> 00:34:02,190 everything which customer gives us, but in CCAI space is 496 00:34:02,190 --> 00:34:06,030 the conversational logs. And there are two different kinds of 497 00:34:06,030 --> 00:34:08,790 logs. One is the conversational logs and another is the 498 00:34:12,160 --> 00:34:17,030 application log. So, for application logs, GCB will write something called Cloud Operations, 499 00:34:17,030 --> 00:34:20,240 and previously it was known as tack driver, which lets 500 00:34:20,240 --> 00:34:27,040 you basically log, debug trace, monitor and do the notification 501 00:34:27,040 --> 00:34:31,250 and alerting. All these functionality is available in one place. 502 00:34:31,520 --> 00:34:35,030 So, no matter what GCB products you are using, you 503 00:34:35,030 --> 00:34:38,010 can do all of these functions for that product that 504 00:34:38,010 --> 00:34:41,590 also includes Dialogue Flow. That means any API call on the dialogue 505 00:34:41,590 --> 00:34:46,530 flow can be looked at, you can set up a 506 00:34:46,530 --> 00:34:49,530 notification. If something is breaking a post, you can set up 507 00:34:49,530 --> 00:34:55,190 a notification. And with conversational logs now that is important. 508 00:34:55,190 --> 00:34:59,620 This is where your... Again, it's your choice. You may 509 00:34:59,620 --> 00:35:02,480 store or not store PII information as part of the 510 00:35:02,480 --> 00:35:07,170 conversation logs. But even if you redact the PII information, 511 00:35:07,250 --> 00:35:11,840 this is very sensitive information. So, again, it is encrypted 512 00:35:12,900 --> 00:35:16,960 and we provide something called access control, transparency. That means 513 00:35:17,610 --> 00:35:20,680 that let's say you call at Google or Genesys, and 514 00:35:20,680 --> 00:35:23,340 you will say that there is a problem in the 515 00:35:23,340 --> 00:35:27,280 system. And we need to look at this data specifically 516 00:35:27,280 --> 00:35:32,010 conversational logs with your explicit permission, we will look at 517 00:35:32,010 --> 00:35:35,360 that data, but at the same time, we will do 518 00:35:35,360 --> 00:35:38,790 the logging that who looked this long, why this log 519 00:35:38,790 --> 00:35:42,100 was looked at, and one point in time. And then you 520 00:35:42,100 --> 00:35:46,510 can set up notification, that means you all security and compliance team is 521 00:35:46,510 --> 00:35:52,160 aware that what is going on. Good to know, and to know... Oh 522 00:35:52,160 --> 00:35:55,440 yeah, go ahead. Maybe from a people perspective, if I 523 00:35:55,440 --> 00:35:59,440 could answer that, from Genesys' point of view, we are 524 00:35:59,440 --> 00:36:03,730 continuously security monitoring with a group of experts that monitor 525 00:36:03,730 --> 00:36:08,710 the systems 24/ 7, using a comprehensive set of tools 526 00:36:08,710 --> 00:36:13,670 and processes and industry best practices. So, drilling into that 527 00:36:13,670 --> 00:36:16,640 a little bit more, we have a large number of 528 00:36:16,640 --> 00:36:24,500 security, engineers, security analysts, penetration testers, ethical hackers, and compliance 529 00:36:24,500 --> 00:36:29,610 analysts. They're all in house to keep our offering secure 530 00:36:29,610 --> 00:36:32,300 and compliant. And all of these experts have a wealth 531 00:36:32,300 --> 00:36:37,440 of industry experience and security monitoring, their responsibilities include event 532 00:36:37,440 --> 00:36:42,580 monitoring, intrusion detection, logging, and alerting and then vulnerability and 533 00:36:42,580 --> 00:36:47,710 incident response management. And we're also providing audit mechanisms across 534 00:36:47,710 --> 00:36:53,120 events, user access, and administration to go with it. Great. 535 00:36:56,070 --> 00:36:59,960 Here's a user common question. Maybe Toby, we could start with 536 00:36:59,960 --> 00:37:03,890 you. If my customer already has their data in Google 537 00:37:03,890 --> 00:37:07,740 Cloud platform, will they be able to access and use 538 00:37:07,740 --> 00:37:15,150 this data through CCAI? Yap. I would say generally, yes. 539 00:37:15,990 --> 00:37:18,850 I think that the most key thing to consider here 540 00:37:18,850 --> 00:37:21,780 is exactly what Kishor talked about earlier, which is identity 541 00:37:21,780 --> 00:37:24,870 and access management also called IEM in the cloud world. 542 00:37:27,050 --> 00:37:30,020 If you have authorization to use that data within your 543 00:37:30,020 --> 00:37:34,150 company, then you can use that data. Generally, as part 544 00:37:34,150 --> 00:37:37,200 of your deployment process with CCAI, you may actually go 545 00:37:37,200 --> 00:37:41,250 ahead and ask your cloud administrator to give whoever the 546 00:37:41,250 --> 00:37:45,580 developers are of that system or whoever's administrating CCAI as 547 00:37:45,580 --> 00:37:50,340 a system on Genesys to give them the appropriate roles 548 00:37:50,340 --> 00:37:54,110 and permissions to actually use that data. Typically, this data 549 00:37:54,110 --> 00:37:57,410 is going to be something like maybe conversation logs from 550 00:37:57,410 --> 00:38:01,050 previous interactions, which you might use as training data for 551 00:38:01,050 --> 00:38:06,500 your future designs. It may also be say customer databases 552 00:38:06,500 --> 00:38:09,610 you use to automatically resolve queries. So, maybe you may 553 00:38:09,610 --> 00:38:12,730 go and check to see what a customer's billing zip 554 00:38:12,730 --> 00:38:16,030 code is in a database, to be able to tell whether or not 555 00:38:16,030 --> 00:38:18,140 somebody is authorized to make a change to an account, 556 00:38:18,320 --> 00:38:21,710 or to just provide a provide an account validation question. 557 00:38:25,980 --> 00:38:28,980 Great. Looks like we answered this question, but this just 558 00:38:28,980 --> 00:38:35,470 came in via the live audience. Can the CCAI customer 559 00:38:35,470 --> 00:38:39,630 access the transcripts and can a partner access transcripts? I 560 00:38:39,630 --> 00:38:43,180 think you've touched on this Kishor. Yes. So, I would 561 00:38:44,210 --> 00:38:46,900 simply say, I think between me and Janelle and Toby, 562 00:38:46,900 --> 00:38:49,170 we've answered this question in a different format, but what 563 00:38:49,170 --> 00:38:53,010 I would say is that we take access security very, 564 00:38:53,010 --> 00:38:56,390 very serious, but it is important for us. It's important 565 00:38:56,390 --> 00:38:59,780 for Genesys because we understand that is as you see 566 00:38:59,780 --> 00:39:02,050 the voting resides, this is the biggest concern for our 567 00:39:02,600 --> 00:39:07,570 customer. And what does that mean? That means that nobody 568 00:39:07,570 --> 00:39:12,110 has access to these transcripts except the customer themselves, even 569 00:39:12,930 --> 00:39:16,770 for the customers, with the help of IIM, they can choose their 570 00:39:16,770 --> 00:39:20,600 own employees have access to this data or not. That 571 00:39:20,600 --> 00:39:23,900 is true again for the partners. Partners will not have 572 00:39:23,900 --> 00:39:27,830 access by default. So, you have to explicitly grant the 573 00:39:27,830 --> 00:39:33,070 access permission to the partners, again for highly regulated environment. 574 00:39:33,730 --> 00:39:36,240 Most of the times nobody has access to this transcript. 575 00:39:37,050 --> 00:39:39,990 Too for Dialogue Flow, you can control who gets access 576 00:39:39,990 --> 00:39:47,250 to this and finally some things I mentioned in the... Sorry, there was some echo. 577 00:39:47,370 --> 00:39:49,610 But finally, I think I haven't mentioned that I mentioned 578 00:39:49,610 --> 00:39:54,130 earlier the only simple use case where we get access 579 00:39:54,130 --> 00:39:56,900 to the transcript blogs is when you have an on 580 00:39:56,900 --> 00:40:01,370 call engineer access, transcript blogs for troubleshooting purpose. This access 581 00:40:01,370 --> 00:40:04,570 is again, taught and tracked and available for reporting anytime using 582 00:40:04,570 --> 00:40:12,830 access control transparency. That's great. Thank you. Let's go ahead and shift gears to compliance 583 00:40:12,920 --> 00:40:17,020 and resiliency and how they play a part in keeping 584 00:40:17,020 --> 00:40:21,650 systems secure. Let's look at some regulations that have been 585 00:40:21,650 --> 00:40:25,910 put in place like GDPR to protect consumers and payment 586 00:40:25,910 --> 00:40:30,780 card protection standards, all of these, of course, designed to 587 00:40:30,780 --> 00:40:35,280 protect an organization, minimize risk which can be costly if 588 00:40:35,280 --> 00:40:40,380 it's not managed well not to mention disturbing trust with 589 00:40:40,380 --> 00:40:46,530 your customers, citizens, constituents, consumers. And as you can imagine, 590 00:40:46,530 --> 00:40:49,780 many companies around the world care about this deeply as 591 00:40:49,780 --> 00:40:53,550 we saw in the poll earlier. So, why don't we 592 00:40:53,550 --> 00:40:59,410 start with Genesys what security and compliance standards do you 593 00:40:59,410 --> 00:41:04,210 offer, Janelle? Large. And so, since this is such a 594 00:41:04,210 --> 00:41:07,110 hot topic based on our poll, let's go into a little bit 595 00:41:07,110 --> 00:41:10,720 more details here. So, we support high level of compliance 596 00:41:11,020 --> 00:41:16,480 with many standards and regulations worldwide. The list is pretty 597 00:41:16,480 --> 00:41:25,800 extensive Soc 2, PCI, GDPR HIPAA, coupled with ISO, privacy 598 00:41:25,800 --> 00:41:31,880 shield compliance and USEU, and US Switzerland data transfer requirements. 599 00:41:31,880 --> 00:41:36,540 And I bet Google's list is even longer. So, same 600 00:41:36,540 --> 00:41:45,080 question to Toby. Yeah, pretty similar answer. I think that 601 00:41:45,080 --> 00:41:48,230 we overlap with most of those. But yeah, another really 602 00:41:48,230 --> 00:41:51,370 long list. The full list is available on Google Cloud's 603 00:41:51,370 --> 00:41:54,520 website. The only thing I would add to this is 604 00:41:54,720 --> 00:41:57,530 say for things like HIPAA, of course, like software itself 605 00:41:57,530 --> 00:42:00,310 doesn't come HIPAA compliant. Like you as an organization also 606 00:42:00,330 --> 00:42:03,780 have to operate in a HIPAA compliant way. But yeah, 607 00:42:03,780 --> 00:42:08,840 we do fulfill the requirements for most organizations. I would 608 00:42:08,840 --> 00:42:12,860 say the one exception is that we are still working 609 00:42:12,860 --> 00:42:18,000 on GDPR. So, and a couple of quarters we'll be 610 00:42:18,000 --> 00:42:22,860 ready to be GDPR compliant out of the box. If you 611 00:42:22,860 --> 00:42:27,130 are a European customer then in the short term, you 612 00:42:27,130 --> 00:42:29,830 would have to do a bit of extra configuration to 613 00:42:29,830 --> 00:42:33,850 become GDPR compliant, but just talk to your local sales 614 00:42:33,850 --> 00:42:37,230 engineer or a solutions architect about how to accomplish that. 615 00:42:38,400 --> 00:42:45,410 Speaking of GDPR, Janelle how does Genesys handle removal of data 616 00:42:45,690 --> 00:42:51,060 from the models in relation to GDPR rights. I know 617 00:42:51,060 --> 00:42:54,470 Google touched on protecting PII data a little bit already, 618 00:42:54,480 --> 00:42:57,210 but from a Genesys perspective, we started our work on 619 00:42:57,210 --> 00:43:03,600 GDPR back in 2017, actually. We successfully completed a data 620 00:43:03,600 --> 00:43:09,070 inventory that determined every single location in which Genesys cloud 621 00:43:09,300 --> 00:43:13,950 stores and processes and transmits that PII data. So, every 622 00:43:13,950 --> 00:43:18,640 service and Genesys cloud includes an automated mechanism for data 623 00:43:18,640 --> 00:43:23,390 access and data deletion requests. For cloud, we created also 624 00:43:23,390 --> 00:43:29,210 a GDPR API that allows companies to implement their customer's 625 00:43:29,210 --> 00:43:32,980 requests also to exercise their fundamental data rights. And with 626 00:43:32,980 --> 00:43:37,360 this API cloud users can establish a mechanism to easily 627 00:43:37,360 --> 00:43:41,330 access and manage their private data and the requests of 628 00:43:41,330 --> 00:43:46,490 their customers too. Awesome. And Kishor or Toby, anything to 629 00:43:46,490 --> 00:43:52,280 add on the GDPR front? Yeah. So, I think Toby 630 00:43:52,450 --> 00:43:57,020 replied to the GDPR, but even once we have it, it 631 00:43:57,020 --> 00:44:01,600 is important that any security is a partnership between us 632 00:44:01,600 --> 00:44:05,700 and the customer. And that is true for GDPR. We 633 00:44:05,700 --> 00:44:09,380 are the data locates and the server is our responsibility, but in 634 00:44:09,380 --> 00:44:13,690 turn handling the end customer data will be the responsibility 635 00:44:13,730 --> 00:44:18,040 of customer, like the retention timelines, or when to delete 636 00:44:18,840 --> 00:44:21,730 if the end customer is asking to remove their own 637 00:44:21,730 --> 00:44:26,230 data, our customers have to be responsible for removing that 638 00:44:26,230 --> 00:44:35,250 data. Right. Compliance is huge but also is ensuring access 639 00:44:35,250 --> 00:44:39,110 to systems and having our resilient contact center system. Janelle, 640 00:44:41,370 --> 00:44:44,480 maybe you can answer this first. How is resiliency in 641 00:44:44,480 --> 00:44:50,190 general system availability, communicated to Genesys and Google customer. So, 642 00:44:50,190 --> 00:44:54,170 for Genesys, how do we do that? Yeah, so we get that business 643 00:44:54,170 --> 00:44:58,400 continuity and resiliency is absolutely critical for your business and 644 00:44:58,400 --> 00:45:02,070 at Genesys. We believe in complete transparency, especially when it 645 00:45:02,070 --> 00:45:06,100 comes to cloud services availability. So, we publish that to 646 00:45:06,100 --> 00:45:08,720 the world, whether you're a Genesys customer or not. So, 647 00:45:08,720 --> 00:45:10,680 if you want to check it out, go to status. 648 00:45:10,690 --> 00:45:15,430 mypurecloud. com and anyone can access our status page and 649 00:45:15,520 --> 00:45:19,900 view all of our regional systems operational status, including any 650 00:45:19,900 --> 00:45:24,620 outages or degraded services. We feel really strongly about maintaining 651 00:45:24,620 --> 00:45:27,860 transparency when it comes to our cloud systems and operational 652 00:45:27,860 --> 00:45:32,070 status. And so, to help keep ourselves accountable, we publish 653 00:45:32,070 --> 00:45:37,280 it to the world. And Kishor, what about Google? Yeah, I think that 654 00:45:37,280 --> 00:45:39,430 is true with us too, that we, of course, with a cloud 655 00:45:39,430 --> 00:45:42,410 provider, we are supposed to publish the status of all 656 00:45:42,410 --> 00:45:46,470 the services. So, on Google cloud that is a status 657 00:45:46,470 --> 00:45:48,230 page where you can see the status of all the 658 00:45:48,860 --> 00:45:53,040 services. And we also send notifications to our customers if 659 00:45:53,040 --> 00:45:57,280 service pulls down, unfortunately that's the reality that things do 660 00:45:57,280 --> 00:46:00,090 go down, but also the way we have set up 661 00:46:00,090 --> 00:46:03,540 the support infrastructure between Genesys and us, which is very 662 00:46:03,540 --> 00:46:07,480 important for our end customer, that between us, if something 663 00:46:07,480 --> 00:46:10,480 goes wrong, the customer doesn't only have to work with 664 00:46:10,480 --> 00:46:13,200 one of us. And that's probably Genesys where you make 665 00:46:13,200 --> 00:46:15,600 a call and you say something is wrong and we 666 00:46:15,600 --> 00:46:19,880 work together to resolve the issue. So, we've figured out where things 667 00:46:19,880 --> 00:46:23,490 are going wrong, but our support takes care of all 668 00:46:23,490 --> 00:46:29,180 of this as a part of integrated solution. Awesome. And 669 00:46:29,180 --> 00:46:35,090 another important question we received is what are your SLAs? Janell, you want 670 00:46:35,090 --> 00:46:39,770 to take that? Yep. So, resilient systems we know are 671 00:46:39,770 --> 00:46:42,520 core to your business strategy. So, they're core to our 672 00:46:42,520 --> 00:46:49,170 business strategy. So, we offer continuous service 24/7, 365 days 673 00:46:49,180 --> 00:46:52,440 a year, and we strive for a 100% uptime. And 674 00:46:52,440 --> 00:46:56,240 I'm proud to say between February and now at the 675 00:46:56,240 --> 00:46:58,720 time of this recording in early May, we've had a 676 00:46:58,720 --> 00:47:04,010 100% uptime across every region, where Genesys cloud is deployed. 677 00:47:04,650 --> 00:47:08,410 So, I'll add as well, except for scheduled downtime in 678 00:47:08,410 --> 00:47:11,490 which we offer at least three days notice. So, you 679 00:47:11,490 --> 00:47:14,840 can be prepared and which will not exceed five hours 680 00:47:14,840 --> 00:47:18,770 a month so you can be assured about that. And 681 00:47:18,770 --> 00:47:22,900 we do stand behind our resiliency SLA2. So, we offer 682 00:47:22,900 --> 00:47:29,770 credits back to you if downtime drops below 99.99, but 683 00:47:29,880 --> 00:47:36,240 you can be assured that we're regularly achieving 99.995 or 684 00:47:36,240 --> 00:47:46,480 higher, which is about 27 minutes year downtime. Awesome. Yeah, 685 00:47:47,090 --> 00:47:50,700 I think we strive for very similar numbers. Google being a 686 00:47:50,700 --> 00:47:53,010 cloud provider. Of course, it is very critical for us 687 00:47:53,010 --> 00:47:56,840 to have high SLA numbers three nines, four nines, I 688 00:47:58,970 --> 00:48:02,680 cannot unfortunately like Janelle give you specific numbers because Google 689 00:48:02,680 --> 00:48:06,740 cloud has many, many products and different products have different 690 00:48:06,840 --> 00:48:11,700 SLAs. So, I would request, everybody in the audience to 691 00:48:11,700 --> 00:48:14,410 look at our SLA pages for our products. And then 692 00:48:14,410 --> 00:48:18,080 they are very explicitly mentioned that what kind of SLAs 693 00:48:18,190 --> 00:48:24,820 we provide. Point is transparency. It's provided online by cloud 694 00:48:24,820 --> 00:48:31,720 companies. Let's go ahead and, before we move to Q and A, 695 00:48:31,720 --> 00:48:36,680 let's just talk a little bit about business continuity. These 696 00:48:36,680 --> 00:48:41,060 last several weeks have been a challenge for every business 697 00:48:41,060 --> 00:48:45,080 around the world, and it's really highlighted the need for 698 00:48:45,080 --> 00:48:48,550 a well honed business continuity plan that covers a broad 699 00:48:48,550 --> 00:48:52,760 range of scenarios. So, let's go to Janelle on this 700 00:48:52,760 --> 00:48:56,700 topic and tell us how Genesys and Google have been 701 00:48:56,700 --> 00:49:01,390 partnering to provide business continuity. Sure. I'm proud to be 702 00:49:01,390 --> 00:49:06,050 partnering with Google, always, and especially during these times, as 703 00:49:06,050 --> 00:49:10,210 we came out with a joint solution, powered by Genensys cloud and 704 00:49:10,210 --> 00:49:17,110 Genesys, a Google cloud CCAI so that, companies across the 705 00:49:17,110 --> 00:49:23,330 globe could very easily handled spikes in call volumes, especially 706 00:49:23,330 --> 00:49:26,810 related to COVID- 19 questions. So, think of some of 707 00:49:26,810 --> 00:49:33,970 the industries that Toby mentioned earlier with healthcare, financial services, 708 00:49:34,080 --> 00:49:39,530 retail, even government. Really, as a first line of response 709 00:49:39,610 --> 00:49:46,360 through an automated of virtual agent that provides 24/7 conversational 710 00:49:46,360 --> 00:49:50,200 self- service supported, not just in the voice channel, but 711 00:49:50,200 --> 00:49:54,430 across chat and messaging as well. And this offer is 712 00:49:54,960 --> 00:49:59,790 out for you to consume a free, up and running 713 00:49:59,790 --> 00:50:02,670 in one to two weeks. And the offer is valid 714 00:50:02,670 --> 00:50:08,170 till July 31st with our combined solution. Awesome. Thank you. 715 00:50:09,280 --> 00:50:14,480 So, that brings us to some time for Q and A so 716 00:50:14,480 --> 00:50:16,560 we can take some live questions. Josh, you want to 717 00:50:16,560 --> 00:50:22,480 kick it off? I'd be happy to. So, just so 718 00:50:22,750 --> 00:50:26,790 everybody's aware we only have about seven or so minutes 719 00:50:26,790 --> 00:50:29,620 to go through Q and A but don't fret if 720 00:50:29,620 --> 00:50:32,240 we do not answer your question aloud, which might happen, 721 00:50:32,900 --> 00:50:34,760 we will follow up with you via email within the 722 00:50:34,760 --> 00:50:38,090 next few business days. So, with that, I think we 723 00:50:38,090 --> 00:50:39,730 are good to kick it off with our first question, 724 00:50:39,930 --> 00:50:47,550 Wendy. Looks like we've got a question here, is the data saved 725 00:50:47,550 --> 00:50:53,020 on both Google and the Genesys system and how the 726 00:50:53,020 --> 00:50:57,050 data not only PII in general is used between the 727 00:50:57,050 --> 00:51:04,380 two systems, if I'm interpreting that question, right? Maybe, Kishor 728 00:51:05,600 --> 00:51:09,330 will consider that. I think, I can get that question if you want. Kishor, do you prefer 729 00:51:09,330 --> 00:51:15,560 to take it? No, go ahead Toby, please. So, the 730 00:51:15,560 --> 00:51:18,130 data, I mean, I'd say like the data that CCAI 731 00:51:18,160 --> 00:51:22,480 uses can be on either or both systems just depending 732 00:51:22,480 --> 00:51:27,540 on the configuration for your particular organization. So, in particular, 733 00:51:27,540 --> 00:51:31,750 I would say that the most common way that I 734 00:51:31,750 --> 00:51:36,450 see data passed between, say Genesys cloud and CCAI virtual 735 00:51:36,450 --> 00:51:40,560 agent is when you're entering or exiting CCAI virtual agent 736 00:51:40,560 --> 00:51:44,820 conversation. So, say if you've redirected somebody from another menu 737 00:51:44,820 --> 00:51:47,340 where it said, " Press two to talk to our automated 738 00:51:47,630 --> 00:51:50,760 billing agent." And they go over to that billing agent 739 00:51:50,760 --> 00:51:55,980 picks up the phone and says, " Hi, welcome Toby. How 740 00:51:55,980 --> 00:52:00,070 can I help you with your billing today? You may have 741 00:52:00,070 --> 00:52:04,060 gone and actually passed, my name Toby to the CCAI 742 00:52:04,060 --> 00:52:06,410 virtual agent. So, in that case, you will have data on 743 00:52:06,490 --> 00:52:12,870 in both the Genesis and in CCAI virtual agent. However, 744 00:52:12,870 --> 00:52:15,290 it's also totally possible that you never do that pass 745 00:52:15,290 --> 00:52:18,070 through. And that data is actually stored in say a 746 00:52:18,070 --> 00:52:21,310 Google cloud database. In that case, then it's only on 747 00:52:21,310 --> 00:52:25,750 CCAI virtual agents. The point is that just based on 748 00:52:25,750 --> 00:52:32,220 your own regulatory compliance security, just general convenience of the 749 00:52:32,220 --> 00:52:35,130 way you design your IT you can configure it the 750 00:52:35,130 --> 00:52:39,640 way that makes sense for your organization. Now, I'll add 751 00:52:39,640 --> 00:52:42,750 on the Genesys side, it's a pass through. And I 752 00:52:42,750 --> 00:52:45,750 mentioned, I think before, too, when it comes to saving 753 00:52:45,750 --> 00:52:49,180 like call recordings or transcripts, those can be saved in 754 00:52:49,180 --> 00:52:56,790 your, on premises data stores as well. So, I think 755 00:52:56,790 --> 00:53:02,130 we have time for maybe one more question here. Maybe 756 00:53:02,130 --> 00:53:07,370 two, can we store data in a specific region? I 757 00:53:07,370 --> 00:53:11,260 think that this would be a good one for both 758 00:53:11,260 --> 00:53:17,290 of us to answer. So, who would like to start? I 759 00:53:17,290 --> 00:53:25,630 volunteer, Kishor. So, I tell you at present, all the 760 00:53:25,630 --> 00:53:32,010 CCAI data gets stored in USA. We do have plans 761 00:53:32,010 --> 00:53:37,640 to do the regionalization and localization by end of Q3. That's 762 00:53:37,640 --> 00:53:43,470 the current plan, once we launched that feature at that point in 763 00:53:43,560 --> 00:53:46,070 time, you will be able to store the data in 764 00:53:46,070 --> 00:53:58,640 a specific region. Yeah, and for Genesys- Genesys side. It can be 765 00:53:58,640 --> 00:54:03,100 stored in region as well on the Genesys side. We 766 00:54:03,100 --> 00:54:09,440 support many different regions from a cloud perspective. I'll add 767 00:54:09,440 --> 00:54:12,330 one more thing in case it wasn't mentioned, but definitely 768 00:54:12,330 --> 00:54:14,330 a lot of our customers also opt to store data 769 00:54:14,330 --> 00:54:18,480 on prem, especially if their existing compliance system is already 770 00:54:18,480 --> 00:54:20,740 there. So, I tend to see this a lot, especially 771 00:54:20,740 --> 00:54:28,780 with banks. Right, right. What about Dialogue Flow? Is it 772 00:54:28,780 --> 00:54:34,460 available globally? And does it support all of the common 773 00:54:34,460 --> 00:54:42,410 languages? Who wants to grab that? Yep, sure. I think right now we 774 00:54:42,410 --> 00:54:48,050 support 23 different languages and probably about 30 locales total. 775 00:54:48,640 --> 00:54:50,910 So, that is a say that we say, for instance, 776 00:54:50,910 --> 00:54:54,200 people speak English differently in like Hyderabad versus New York 777 00:54:54,230 --> 00:54:57,500 City. And so, we have different localizations for languages in 778 00:54:57,500 --> 00:55:01,900 each place but yeah, I mean, we do cover, I 779 00:55:01,900 --> 00:55:06,950 mean, probably most of the global population in terms of 780 00:55:06,950 --> 00:55:10,220 language score and we're always adding more. I guess, you 781 00:55:10,220 --> 00:55:12,430 could probably imagine but Google does have a lot of 782 00:55:12,450 --> 00:55:14,950 natural language data from all the people using Google Assistant 783 00:55:14,950 --> 00:55:19,630 and Google search. Yeah, that's great. And in addition to 784 00:55:19,630 --> 00:55:24,420 that, I will have to that remember multichannels so, there are specific language support for 785 00:55:24,420 --> 00:55:29,360 X, but the language support for what your region different. So, 786 00:55:29,360 --> 00:55:31,700 because that needs to happen like that is what speaks 787 00:55:31,700 --> 00:55:35,430 to texts happening. So, we have a page with describe 788 00:55:35,600 --> 00:55:40,330 all different kinds of languages supported on different channels on 789 00:55:40,330 --> 00:55:42,900 Google cloud. So, you can search for that dialogue fluid 790 00:55:42,900 --> 00:55:46,150 language support, and you can look at that page for 791 00:55:46,150 --> 00:55:51,090 detail information. narrative for now you should be forget it. 792 00:55:54,730 --> 00:55:58,580 We have a question that came in just now. I'm 793 00:55:58,580 --> 00:56:03,960 interested in... This is a Genesys customer on Genesys Engage on prem 794 00:56:04,400 --> 00:56:10,540 and they're interested in IVR or conversational AI and they're 795 00:56:10,540 --> 00:56:16,110 implementing JR which is intelligent automation, at the moment, can 796 00:56:16,110 --> 00:56:22,600 you comment something about this kind of implementation? Sure. I can. And I 797 00:56:22,600 --> 00:56:26,090 see that the person asking the question is from Lima, 798 00:56:26,090 --> 00:56:29,590 Peru, so hello to you and Lima, Peru. Thank you 799 00:56:29,590 --> 00:56:33,970 for your question. So, actually it reminds me that one 800 00:56:34,040 --> 00:56:39,540 of our customers, in healthcare customer here in North America, 801 00:56:39,590 --> 00:56:46,380 they have already implemented that COVID- 19 virtual agent, that we're 802 00:56:46,380 --> 00:56:49,530 partnering with Google on. And I was talking about earlier, 803 00:56:49,840 --> 00:56:53,560 they're actually a pure connect premise customer, but how they're 804 00:56:53,560 --> 00:56:59,540 doing that implementation is also in leveraging Genesys intelligent automation. 805 00:56:59,540 --> 00:57:02,760 So, my comment back to you would be that, we 806 00:57:02,760 --> 00:57:07,320 do have that integration between intelligent automation that can leverage 807 00:57:07,920 --> 00:57:12,240 the virtual agent capabilities of Google CCAI as well. Unfortunately, as 808 00:57:12,400 --> 00:57:14,640 like, I would want to draw you a picture or 809 00:57:14,640 --> 00:57:17,300 spend more time on this. So, I would point you 810 00:57:17,300 --> 00:57:20,820 to your solutions engineer or your partner support to go 811 00:57:20,820 --> 00:57:23,220 into more details, but my message to you is that 812 00:57:23,520 --> 00:57:27,370 it's possible from a technical perspective and has been done 813 00:57:27,370 --> 00:57:32,770 as well. Awesome. Thank you Janelle. That's all we have 814 00:57:32,770 --> 00:57:36,750 time for today, but it's been a great conversation, a big thank 815 00:57:36,920 --> 00:57:40,350 you to our panelists, to Kishor, Toby, Janelle, thank you. 816 00:57:40,710 --> 00:57:42,860 And I hope that we were able to answer some 817 00:57:42,860 --> 00:57:45,980 of your most pressing security questions, and if we didn't, 818 00:57:46,130 --> 00:57:49,130 we'll be following up to get you those answers. So, 819 00:57:49,130 --> 00:57:53,500 thank you. And, Josh back over to you. Sounds great. 820 00:57:53,980 --> 00:57:56,320 So, to wrap up, don't forget to take advantage of 821 00:57:56,320 --> 00:57:59,120 those additional resources within the resource list below the Q 822 00:57:59,120 --> 00:58:01,950 and A window. Click those before today's session ends and 823 00:58:01,950 --> 00:58:03,830 they'll open up a new tab in your browser and 824 00:58:03,830 --> 00:58:07,510 definitely expand on today's topic. And also be sure to 825 00:58:07,510 --> 00:58:10,190 check out our new podcast Tech Talks in 20, where 826 00:58:10,190 --> 00:58:12,780 you can sit down with Genesys experts to discuss the 827 00:58:12,780 --> 00:58:15,100 topics that you want to know more about in about 828 00:58:15,100 --> 00:58:18,210 20 minutes. You can listen on our website links in 829 00:58:18,210 --> 00:58:20,890 the podcast widget below, or you can tune in on 830 00:58:20,890 --> 00:58:24,610 iTunes, Google Play, Spotify and Stitcher. So, with that on 831 00:58:24,610 --> 00:58:28,010 behalf of Wendy, Janelle, Kishor and Toby and the entire Genesys 832 00:58:28,010 --> 00:58:31,470 team, we thank you for joining today's webcast. Until next 833 00:58:31,470 --> 00:00:00,000 time, have a good one, everyone.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001Id5pQAC"] Meet the Speakers Kishor Aher Lead Architect for Contact Center AI Google Toby Tobkin Technical Solutions Consultant, Cloud AI Google Janelle Dieken SVP, Solutions and Product Marketing Genesys Wendy Mikkelsen Senior Director, Product Marketing Genesys Analyst Webinar The new normal: Redefining business continuity [cutoff co_thick="2px"][webinarschedule]Customer experience has entered uncharted territory. The first half of 2020 ushered in global unpredictability, forcing businesses to rapidly adapt and deliver customer experiences in new ways. It’s important to understand what this “new normal” is to gain perspective and to understand where the industry is headed. Join Sheila McGee Smith and Barbara Gonzalez to hear real-life accounts of how businesses across key industries have rapidly evolved their contact center operations. You’ll get insights into emerging trends, challenges and key learnings on these topics: Customer experience trends reshaping the industry Real stories of how call centers are adapting Managing a remote workforce [cutoff co_thick="2px"]1 00:00:04,720 --> 00:00:06,160 Good morning, evening, and afternoon 2 00:00:06,160 --> 00:00:07,490 everyone. My name is Josh 3 00:00:07,490 --> 00:00:08,200 Reed and I'm from the 4 00:00:08,270 --> 00:00:09,320 digital events team here at 5 00:00:09,330 --> 00:00:10,380 Genesys. And let me be 6 00:00:10,380 --> 00:00:11,390 the first to welcome you 7 00:00:12,290 --> 00:00:13,390 to today's webcast, The New 8 00:00:13,390 --> 00:00:16,940 Normal Redefining Business Continuity. And 9 00:00:16,940 --> 00:00:17,860 before I hand it off 10 00:00:17,860 --> 00:00:19,160 to our moderator today, I'm 11 00:00:19,160 --> 00:00:19,870 going to cover a few 12 00:00:19,870 --> 00:00:21,370 housekeeping items to ensure that 13 00:00:21,390 --> 00:00:22,360 you have the best experience 14 00:00:22,880 --> 00:00:24,270 viewing and listening to today's 15 00:00:24,270 --> 00:00:27,020 presentation. So, first off, if 16 00:00:27,020 --> 00:00:28,690 you experienced any problems viewing 17 00:00:28,690 --> 00:00:30,370 or listening to today's presentation, 18 00:00:30,920 --> 00:00:32,040 be sure to refresh your 19 00:00:32,040 --> 00:00:33,240 browser and make sure that 20 00:00:33,240 --> 00:00:33,910 it's up to date to 21 00:00:33,910 --> 00:00:35,780 support HTML5 as this usually 22 00:00:35,780 --> 00:00:37,740 fixes any console issues. If 23 00:00:37,740 --> 00:00:38,930 you think that slide window 24 00:00:38,930 --> 00:00:39,900 or that video window is 25 00:00:39,900 --> 00:00:41,140 too small, you can drag 26 00:00:41,140 --> 00:00:41,970 the bottom right corner of 27 00:00:41,970 --> 00:00:43,340 those windows to enlarge them 28 00:00:43,340 --> 00:00:44,330 at any time during the 29 00:00:44,330 --> 00:00:47,600 webcast. And although we're not going 30 00:00:47,820 --> 00:00:49,100 to host a live Q& 31 00:00:49,220 --> 00:00:49,720 A at the end of 32 00:00:49,720 --> 00:00:51,830 our presentation today, this is 33 00:00:51,830 --> 00:00:53,540 designed to be an interactive experience. And 34 00:00:53,610 --> 00:00:54,340 we would love for you 35 00:00:54,340 --> 00:00:55,270 to go ahead and throw 36 00:00:55,270 --> 00:00:56,420 those questions that you may 37 00:00:56,420 --> 00:00:58,080 have into the Q& A window. 38 00:00:58,190 --> 00:00:59,110 And what we'll do is 39 00:00:59,110 --> 00:01:00,050 we'll follow up with you 40 00:01:00,050 --> 00:01:01,400 via email within the next 41 00:01:01,400 --> 00:01:04,140 few business days. And also 42 00:01:04,140 --> 00:01:05,640 know if you miss anything throughout 43 00:01:05,640 --> 00:01:07,350 today's presentation, don't worry you 44 00:01:07,350 --> 00:01:08,610 will receive the on- demand 45 00:01:08,610 --> 00:01:10,140 recording via email from on 46 00:01:10,140 --> 00:01:11,440 24 within the next few 47 00:01:11,440 --> 00:01:14,590 business days as well. And 48 00:01:14,590 --> 00:01:16,100 also note that we have 49 00:01:16,100 --> 00:01:17,840 a library of resources in 50 00:01:17,840 --> 00:01:19,900 the resource center at below 51 00:01:19,900 --> 00:01:21,590 your Q& A window. These 52 00:01:21,590 --> 00:01:23,380 resources truly expand on today's 53 00:01:23,380 --> 00:01:25,270 topic of the change in 54 00:01:25,270 --> 00:01:26,800 business continuity. So be sure 55 00:01:26,800 --> 00:01:27,990 to click on those links. 56 00:01:28,260 --> 00:01:29,220 Clicking won't take you away 57 00:01:29,220 --> 00:01:30,140 from the session though. So 58 00:01:30,140 --> 00:01:31,150 don't worry about that. It'll 59 00:01:31,150 --> 00:01:32,040 just open up a new 60 00:01:32,040 --> 00:01:35,620 tab in your browser. Told 61 00:01:35,620 --> 00:01:36,680 you, short and sweet. So with 62 00:01:36,840 --> 00:01:37,560 that, I'm actually going to 63 00:01:37,560 --> 00:01:38,330 hand it off to our 64 00:01:38,330 --> 00:01:41,100 moderator today, Barbara Gonzalez. Barbara, 65 00:01:41,100 --> 00:01:41,730 why don't we take it 66 00:01:41,730 --> 00:01:44,380 away? Thank you so much, 67 00:01:44,380 --> 00:01:46,180 Josh. Hello everyone. My name 68 00:01:46,180 --> 00:01:47,670 is Barbara Gonzalez. I work 69 00:01:47,670 --> 00:01:49,710 for Genesys and I lead the 70 00:01:49,710 --> 00:01:51,900 business consulting team organization globally. 71 00:01:52,940 --> 00:01:53,660 First of all, I do 72 00:01:53,660 --> 00:01:54,540 want to say thank you 73 00:01:54,540 --> 00:01:56,430 so much for spending this 74 00:01:56,430 --> 00:01:57,410 time with us and on 75 00:01:57,410 --> 00:01:59,230 behalf of Genesys. And everyone 76 00:01:59,230 --> 00:02:00,770 that participated in the organization 77 00:02:00,770 --> 00:02:02,340 of this webinar, we truly 78 00:02:02,340 --> 00:02:04,640 appreciate your presence. Before I 79 00:02:04,640 --> 00:02:07,120 introduce our amazing panelists, I 80 00:02:07,130 --> 00:02:07,970 would like to start with 81 00:02:07,970 --> 00:02:11,280 a brief introduction. First of 82 00:02:11,280 --> 00:02:12,090 all, let me start with 83 00:02:12,090 --> 00:02:14,210 this quote. The struggle we're 84 00:02:14,210 --> 00:02:16,140 in today is developing the 85 00:02:16,140 --> 00:02:17,590 strength we need for tomorrow. 86 00:02:18,080 --> 00:02:19,240 And I know that I 87 00:02:19,240 --> 00:02:20,500 say the obvious by saying 88 00:02:20,500 --> 00:02:21,490 that we are going through 89 00:02:21,490 --> 00:02:23,490 challenging and truly unprecedented times 90 00:02:23,490 --> 00:02:24,950 right now. But to me 91 00:02:24,950 --> 00:02:27,320 it's unprecedented from two key 92 00:02:27,320 --> 00:02:29,450 aspects. Number one, this is 93 00:02:29,450 --> 00:02:31,080 certainly not the first pandemic 94 00:02:31,080 --> 00:02:33,300 that humanity has experienced, but 95 00:02:33,540 --> 00:02:34,480 because of the level of 96 00:02:34,480 --> 00:02:36,040 connectivity that our society has 97 00:02:36,040 --> 00:02:37,950 today, it makes it so 98 00:02:38,240 --> 00:02:39,450 we are fully aware of 99 00:02:39,480 --> 00:02:40,840 the level of magnitude of 100 00:02:40,840 --> 00:02:42,710 this crisis. And number two 101 00:02:42,710 --> 00:02:43,700 and perhaps for the same 102 00:02:43,700 --> 00:02:45,090 reason of how connected we 103 00:02:45,090 --> 00:02:45,940 are not only as a 104 00:02:45,940 --> 00:02:47,730 society, but in the way 105 00:02:47,730 --> 00:02:48,520 that we do business and 106 00:02:48,520 --> 00:02:50,560 communicate this crisis is truly 107 00:02:50,610 --> 00:02:52,770 affecting the entire world. I mean, 108 00:02:52,770 --> 00:02:53,300 if you look at the 109 00:02:53,300 --> 00:02:54,970 numbers right now out of 110 00:02:56,130 --> 00:02:57,760 195 or 197, depending on 111 00:02:57,760 --> 00:02:59,750 your source countries in the 112 00:02:59,750 --> 00:03:02,410 world, 185 have confirmed cases 113 00:03:02,410 --> 00:03:03,510 of COVID- 19 right now. And 114 00:03:04,230 --> 00:03:05,950 the fact is that every 115 00:03:05,950 --> 00:03:07,760 single country, every business, and 116 00:03:07,760 --> 00:03:09,420 every individual is affected in 117 00:03:09,420 --> 00:03:10,790 one way or another, by 118 00:03:10,790 --> 00:03:12,120 the impact that this pandemic 119 00:03:12,120 --> 00:03:13,300 is having not only in 120 00:03:13,300 --> 00:03:14,610 our economy, but frankly in 121 00:03:14,610 --> 00:03:16,680 our way of life. Now, 122 00:03:16,730 --> 00:03:18,200 here's another aspect to consider 123 00:03:18,200 --> 00:03:19,160 as we reflect in all 124 00:03:19,160 --> 00:03:20,800 of this. Think about all 125 00:03:20,800 --> 00:03:22,220 the services and activities that 126 00:03:22,220 --> 00:03:23,250 are part of our day 127 00:03:23,250 --> 00:03:24,660 to day lives and that we 128 00:03:24,660 --> 00:03:26,030 just maybe take for granted, 129 00:03:26,190 --> 00:03:27,730 but that right now are critical 130 00:03:27,730 --> 00:03:28,610 and top of mind for 131 00:03:28,610 --> 00:03:30,630 all of us. Things like 132 00:03:30,690 --> 00:03:32,460 obviously healthcare services, but also 133 00:03:32,460 --> 00:03:34,950 financial services, retail services, government 134 00:03:34,950 --> 00:03:36,590 services. And not only do 135 00:03:36,590 --> 00:03:38,170 we depend on those services today, 136 00:03:38,490 --> 00:03:39,360 but we depend on the 137 00:03:39,360 --> 00:03:41,030 ability to access and communicate 138 00:03:41,030 --> 00:03:42,540 with the organizations or agencies 139 00:03:42,580 --> 00:03:44,330 that provide those services through 140 00:03:44,330 --> 00:03:46,280 customer support or customer service 141 00:03:46,280 --> 00:03:47,640 to us. And let me 142 00:03:47,640 --> 00:03:48,330 just give you a quick 143 00:03:48,330 --> 00:03:49,810 example, which I'm sure most 144 00:03:49,810 --> 00:03:50,560 of you if not all 145 00:03:50,560 --> 00:03:51,550 of you will relate to 146 00:03:51,550 --> 00:03:53,670 it. I normally work from 147 00:03:53,670 --> 00:03:55,170 home although I do travel 148 00:03:55,180 --> 00:03:56,570 a lot, so I probably 149 00:03:56,570 --> 00:03:57,590 spend half of my time 150 00:03:57,590 --> 00:03:58,900 at home and half of 151 00:03:58,900 --> 00:04:00,570 my time on the road. 152 00:04:01,200 --> 00:04:02,530 My husband owns a small 153 00:04:02,530 --> 00:04:04,260 business in real estate and 154 00:04:04,260 --> 00:04:06,430 financial services here in Miami. And 155 00:04:06,430 --> 00:04:07,650 our daughter Addy, who is 156 00:04:07,660 --> 00:04:09,310 15, she's obviously in high 157 00:04:09,310 --> 00:04:11,510 school. So as a family, 158 00:04:11,510 --> 00:04:12,560 for one, we need to 159 00:04:12,560 --> 00:04:13,870 stay in touch with Abby 160 00:04:13,870 --> 00:04:15,960 school and the county schooling 161 00:04:15,960 --> 00:04:17,040 system to figure it out, 162 00:04:17,040 --> 00:04:17,800 is she going back to 163 00:04:17,800 --> 00:04:19,030 school, is she not going back to 164 00:04:19,120 --> 00:04:20,530 school, and how are they 165 00:04:20,530 --> 00:04:22,080 managing remote dedication and so 166 00:04:22,080 --> 00:04:23,470 on. By the way, they 167 00:04:23,470 --> 00:04:24,420 are not going back to 168 00:04:24,420 --> 00:04:25,110 school for the rest of 169 00:04:25,190 --> 00:04:26,140 the school year, which is 170 00:04:26,200 --> 00:04:28,020 not exactly easy situation to 171 00:04:28,020 --> 00:04:29,520 deal with a teenager, if 172 00:04:29,810 --> 00:04:32,010 what I mean. My husband 173 00:04:32,390 --> 00:04:33,690 had to work with the IT 174 00:04:34,010 --> 00:04:35,780 company that provides them support, 175 00:04:35,810 --> 00:04:36,570 which is also a small 176 00:04:37,020 --> 00:04:39,110 business to adjust their systems, 177 00:04:39,140 --> 00:04:40,190 to be able to send 178 00:04:40,240 --> 00:04:41,220 their employees to work from 179 00:04:41,220 --> 00:04:43,050 home. He's also now in 180 00:04:43,050 --> 00:04:44,130 the process of reaching out 181 00:04:44,130 --> 00:04:45,770 to government agencies to get 182 00:04:45,770 --> 00:04:54,360 information to potentially apply... On 183 00:04:54,360 --> 00:04:55,050 my side, I'm going to assume it's all 184 00:04:55,790 --> 00:04:56,740 the time. Reached out to 185 00:04:56,740 --> 00:04:57,900 my internet service provider to 186 00:04:57,900 --> 00:04:58,770 make sure that they keep 187 00:04:58,770 --> 00:04:59,840 up with the demands and 188 00:04:59,840 --> 00:05:00,960 now it's family we have 189 00:05:00,960 --> 00:05:02,240 given that my daughter Abby 190 00:05:02,240 --> 00:05:03,590 is on Zoom from school. 191 00:05:04,100 --> 00:05:04,770 And if she's not on 192 00:05:04,770 --> 00:05:05,660 that, I tell you she's 193 00:05:05,660 --> 00:05:06,700 on FaceTime with 20 other 194 00:05:06,710 --> 00:05:07,840 kids all the time or 195 00:05:07,840 --> 00:05:09,050 live streaming on Instagram. So 196 00:05:09,050 --> 00:05:10,430 the bandwidth requirements are pretty 197 00:05:10,430 --> 00:05:11,620 high. And not to mention 198 00:05:11,770 --> 00:05:12,790 my husband who is also 199 00:05:12,790 --> 00:05:14,210 heavily using internet now, since 200 00:05:14,210 --> 00:05:15,180 he's working from home. And 201 00:05:15,180 --> 00:05:17,450 then we get to things 202 00:05:17,450 --> 00:05:18,380 like going to the grocery 203 00:05:18,380 --> 00:05:19,500 store today as a mission, 204 00:05:19,500 --> 00:05:20,270 right. I just went to 205 00:05:20,270 --> 00:05:21,710 the grocery store yesterday and 206 00:05:21,710 --> 00:05:23,520 I can tell you wearing masks, 207 00:05:24,120 --> 00:05:25,650 going on just only one 208 00:05:25,650 --> 00:05:26,600 way on the aisles and 209 00:05:26,600 --> 00:05:29,350 waiting, and the distancing upset 210 00:05:29,350 --> 00:05:30,250 at six feet and so 211 00:05:30,250 --> 00:05:32,210 on. So now I'm also 212 00:05:32,210 --> 00:05:33,270 trying to order as much 213 00:05:33,270 --> 00:05:34,850 as I can online, supply 214 00:05:34,850 --> 00:05:36,390 just to keep our lights 215 00:05:36,390 --> 00:05:38,240 going. So I think this 216 00:05:38,240 --> 00:05:39,600 just shows how much we 217 00:05:39,600 --> 00:05:41,560 depend on the services that 218 00:05:41,560 --> 00:05:42,130 in our day to day, 219 00:05:42,190 --> 00:05:44,370 obviously. But even if we 220 00:05:44,370 --> 00:05:46,080 take them for granted now 221 00:05:46,400 --> 00:05:47,930 those services are truly critical 222 00:05:48,440 --> 00:05:50,280 and just for our wellbeing. 223 00:05:50,280 --> 00:05:51,110 And even I would say, 224 00:05:51,110 --> 00:05:52,320 and I don't mean to 225 00:05:52,320 --> 00:05:53,500 sound dramatic, but even just 226 00:05:53,500 --> 00:05:55,110 for our survival, right? So 227 00:05:55,110 --> 00:05:56,410 to me, this also exemplifies 228 00:05:56,410 --> 00:05:57,420 the real need and the 229 00:05:57,420 --> 00:05:59,700 real importance of incorporating empathy 230 00:05:59,830 --> 00:06:00,750 as part of our customer 231 00:06:00,990 --> 00:06:03,210 experience strategy. These services are 232 00:06:03,210 --> 00:06:04,580 really not just operational, but 233 00:06:04,580 --> 00:06:05,940 they are part of people's 234 00:06:05,940 --> 00:06:08,960 lives. Now, to the topic today 235 00:06:09,260 --> 00:06:10,880 companies build their business continuity 236 00:06:10,880 --> 00:06:12,540 plans in a wide variety 237 00:06:12,540 --> 00:06:14,540 of scenarios in mind. Natural 238 00:06:14,540 --> 00:06:17,180 disasters, power system outages, even 239 00:06:17,180 --> 00:06:18,840 strikes and so on. But 240 00:06:18,840 --> 00:06:20,290 certainly the situation we are 241 00:06:20,290 --> 00:06:21,250 living in right now with 242 00:06:21,250 --> 00:06:22,580 COVID- 19 has forced us 243 00:06:22,580 --> 00:06:23,990 to adapt and adjust those 244 00:06:23,990 --> 00:06:26,410 business continuity plans. And it also 245 00:06:26,410 --> 00:06:28,150 makes us really think, well, 246 00:06:28,150 --> 00:06:29,410 what does the new normal 247 00:06:29,410 --> 00:06:31,470 look like? Right? Some companies, 248 00:06:31,880 --> 00:06:33,460 for example, are considering, should 249 00:06:33,460 --> 00:06:34,770 we create a working from 250 00:06:34,770 --> 00:06:36,470 home model beyond the crisis? 251 00:06:36,890 --> 00:06:38,300 But regardless of what we 252 00:06:38,300 --> 00:06:39,520 think the new normal is going 253 00:06:39,520 --> 00:06:41,300 to look like for organization 254 00:06:41,300 --> 00:06:44,830 or what would be involved 255 00:06:44,830 --> 00:06:46,630 in reactivating our normal business 256 00:06:46,630 --> 00:06:48,550 activity? What I think we 257 00:06:48,550 --> 00:06:49,440 need to be very conscious 258 00:06:49,440 --> 00:06:51,350 of is that this will 259 00:06:51,350 --> 00:06:52,390 certainly not be the last 260 00:06:52,390 --> 00:06:54,990 crisis or unprecedented situation that 261 00:06:55,010 --> 00:06:55,960 we will be challenged with. 262 00:06:55,960 --> 00:06:56,470 And I don't mean to 263 00:06:56,470 --> 00:06:57,550 sound like doom days or 264 00:06:57,550 --> 00:06:59,920 anything. But I'm just saying 265 00:07:00,320 --> 00:07:01,230 that we just need to be prepared 266 00:07:01,230 --> 00:07:02,410 and have plans that are 267 00:07:02,410 --> 00:07:04,150 flexible and agile to allow 268 00:07:04,150 --> 00:07:05,950 our organization to be as 269 00:07:05,950 --> 00:07:07,380 ready as possible and really 270 00:07:07,380 --> 00:07:08,700 to adapt and respond quickly. 271 00:07:09,230 --> 00:07:10,900 And this is exactly the 272 00:07:10,900 --> 00:07:12,300 discussion that we are going to have 273 00:07:12,350 --> 00:07:14,550 today. So I'm truly honored 274 00:07:14,550 --> 00:07:15,300 to be joined by an 275 00:07:15,300 --> 00:07:16,960 incredible panel of experts today. 276 00:07:17,420 --> 00:07:19,000 And I would like to start with 277 00:07:19,230 --> 00:07:20,910 Sheila McGee- Smith. I'm really 278 00:07:20,910 --> 00:07:22,060 honored to have you Sheila, 279 00:07:22,130 --> 00:07:24,240 would you please introduce yourself? 280 00:07:25,720 --> 00:07:28,950 Certainly. Welcome everyone and welcome 281 00:07:28,950 --> 00:07:30,980 to my fellow panelists. I'm 282 00:07:30,990 --> 00:07:32,420 excited to be here, not 283 00:07:32,420 --> 00:07:33,520 just with Barbara who I've 284 00:07:33,520 --> 00:07:34,640 worked with in the past in 285 00:07:34,640 --> 00:07:36,440 Women in Tech issues as 286 00:07:36,440 --> 00:07:38,020 you proudly aware. Women in 287 00:07:38,020 --> 00:07:42,500 Tech, Genesys' shirt. But very 288 00:07:42,500 --> 00:07:43,240 happy to be here with 289 00:07:43,240 --> 00:07:44,650 two customers as well, with 290 00:07:44,650 --> 00:07:46,550 Colin and Paul who are 291 00:07:46,620 --> 00:07:49,890 living this every day. So 292 00:07:49,890 --> 00:07:51,210 who am I? I am an 293 00:07:51,210 --> 00:07:53,520 industry analyst. I've been covering 294 00:07:53,520 --> 00:07:55,730 the contact center space full 295 00:07:55,730 --> 00:07:59,220 time since 1990. So I've 296 00:07:59,220 --> 00:08:00,500 lived through a couple of 297 00:08:00,500 --> 00:08:02,230 changes in this marketplace, a 298 00:08:02,230 --> 00:08:04,820 few small recessions, the tech 299 00:08:04,820 --> 00:08:07,950 bubble burst, but nothing compares 300 00:08:08,210 --> 00:08:09,230 to what we're all living 301 00:08:09,230 --> 00:08:10,900 through right now. So the 302 00:08:10,900 --> 00:08:12,810 slide that you're seeing there 303 00:08:13,450 --> 00:08:14,390 shows that one of the 304 00:08:14,390 --> 00:08:17,130 places where I publish my 305 00:08:17,130 --> 00:08:19,370 views on the market is 306 00:08:19,620 --> 00:08:20,820 on a site online called 307 00:08:20,820 --> 00:08:24,110 nojitter. com. About on a 308 00:08:24,110 --> 00:08:26,440 weekly basis I publish a 309 00:08:26,440 --> 00:08:28,240 post about what's happening in 310 00:08:28,240 --> 00:08:30,870 the market. For today's event, 311 00:08:30,920 --> 00:08:32,590 I've selected four that I've 312 00:08:32,590 --> 00:08:33,670 published in the last six 313 00:08:33,670 --> 00:08:34,750 months or so all about 314 00:08:34,750 --> 00:08:36,910 Genesys, needless to say, if 315 00:08:36,910 --> 00:08:37,740 you go to No Jitter, 316 00:08:37,740 --> 00:08:39,220 you'll see articles about other 317 00:08:39,220 --> 00:08:42,360 companies as well. But what 318 00:08:42,360 --> 00:08:43,950 it highlights is just how 319 00:08:43,950 --> 00:08:46,330 much, how active Genesys has 320 00:08:46,330 --> 00:08:47,600 been in the market and 321 00:08:47,600 --> 00:08:48,640 certainly in the last year, 322 00:08:48,640 --> 00:08:50,250 even more so perhaps than 323 00:08:50,250 --> 00:08:53,090 before that. With a new 324 00:08:53,090 --> 00:08:55,980 CEO, with partnerships with Google. 325 00:08:56,750 --> 00:08:58,740 So happy to be here 326 00:08:58,740 --> 00:08:59,930 and to pass it back 327 00:08:59,930 --> 00:09:01,160 to Barbara to introduce our 328 00:09:01,160 --> 00:09:04,790 first customer. Thank you, Sheila. 329 00:09:04,790 --> 00:09:06,830 I just want to say really, really an 330 00:09:06,830 --> 00:09:08,670 honor to have you. Sheila 331 00:09:08,700 --> 00:09:10,670 she certainly needed no introduction, 332 00:09:10,870 --> 00:09:12,360 her reputation in the contact center 333 00:09:12,360 --> 00:09:14,010 space and the customer experience space, 334 00:09:14,360 --> 00:09:16,020 procedure around the world in 335 00:09:16,020 --> 00:09:18,280 North America. Certainly, so Sheila 336 00:09:18,590 --> 00:09:21,410 also constantly has conversations with 337 00:09:21,410 --> 00:09:23,460 executives on the customer experience space. 338 00:09:23,900 --> 00:09:25,410 So we truly having you 339 00:09:25,410 --> 00:09:26,930 here to provide your thoughts 340 00:09:26,930 --> 00:09:28,980 and in recommendation Sheila, it's 341 00:09:28,980 --> 00:09:29,850 truly an honor. So thank 342 00:09:29,850 --> 00:09:31,850 you so much. Now to 343 00:09:31,850 --> 00:09:34,280 our next panelist, I'm really 344 00:09:34,280 --> 00:09:36,650 also honored to have with 345 00:09:36,650 --> 00:09:41,780 us Paul Bordeaux who's the 346 00:09:41,780 --> 00:09:43,390 vice president of information technology 347 00:09:43,680 --> 00:09:44,900 for e- services. Paul would 348 00:09:45,200 --> 00:09:48,360 you introduce yourself please? I'm 349 00:09:48,360 --> 00:09:54,510 sorry- Yeah, certainly. Backwards. I'm 350 00:09:54,510 --> 00:09:56,140 so sorry Paul. Sorry let me 351 00:09:56,750 --> 00:09:58,710 take this back. Colin Salvesen, 352 00:09:58,980 --> 00:10:00,100 head of IT for Mr 353 00:10:00,100 --> 00:10:01,480 Price Group. Colin, please go 354 00:10:01,480 --> 00:10:04,050 ahead. Hi. Hello to everybody 355 00:10:04,050 --> 00:10:04,940 all the way from South 356 00:10:05,080 --> 00:10:06,410 Africa. And I hope you're all 357 00:10:06,640 --> 00:10:08,560 very safe and well. Thank 358 00:10:08,560 --> 00:10:09,470 you to Genesys for having 359 00:10:09,470 --> 00:10:10,690 me. I really appreciate the 360 00:10:10,690 --> 00:10:12,850 opportunity. So yeah, I look after IT for the 361 00:10:13,550 --> 00:10:15,130 Mr Price group. We're a 362 00:10:15,130 --> 00:10:16,610 large retailer in South Africa. 363 00:10:17,290 --> 00:10:18,510 Our footprint is just over 364 00:10:18,510 --> 00:10:20,220 1200 stores and we focus on 365 00:10:20,220 --> 00:10:22,450 fashion home wear, and sportswear 366 00:10:22,530 --> 00:10:24,960 and sporting goods. And cutting 367 00:10:24,960 --> 00:10:26,270 across these verticals we also 368 00:10:26,270 --> 00:10:28,210 have MRP money, or Mr 369 00:10:28,210 --> 00:10:29,410 Price Money which is the 370 00:10:29,410 --> 00:10:31,160 enabler for credit in the 371 00:10:31,160 --> 00:10:32,940 group as well as insurance 372 00:10:32,940 --> 00:10:34,300 products to protect that credit. 373 00:10:35,010 --> 00:10:36,850 And more recently we have 374 00:10:36,850 --> 00:10:40,550 launched MRP mobile strategy, which 375 00:10:40,550 --> 00:10:41,840 is MRP cellular, which is 376 00:10:41,840 --> 00:10:43,770 an immuno strategy on unselling 377 00:10:43,810 --> 00:10:46,220 of services from some of 378 00:10:46,220 --> 00:10:47,140 the top networks in South 379 00:10:47,140 --> 00:10:48,830 Africa. And we also have 380 00:10:48,810 --> 00:10:50,760 our own NBN, which is MIP 381 00:10:50,760 --> 00:10:53,270 mobile. We've been a Genesys 382 00:10:53,270 --> 00:10:55,570 customer for the past five years through 383 00:10:55,570 --> 00:10:56,940 peer connect and we have 384 00:10:57,370 --> 00:10:59,680 approximately 600 agents of which 385 00:10:59,680 --> 00:11:01,050 a large portion of those 386 00:11:01,050 --> 00:11:02,790 are outbound sales agents and 387 00:11:02,910 --> 00:11:05,630 outbound collections agents and also 388 00:11:05,630 --> 00:11:07,250 a large inbound component that 389 00:11:07,250 --> 00:11:08,410 looks after eCommerce for the 390 00:11:08,410 --> 00:11:09,960 group as well as customer 391 00:11:09,960 --> 00:11:11,530 care for the store footprint. 392 00:11:12,060 --> 00:11:13,060 So yeah, very excited to 393 00:11:13,060 --> 00:11:14,660 be discussing these topics that are 394 00:11:14,810 --> 00:11:16,090 very topical and I hope 395 00:11:16,090 --> 00:11:17,210 we can shed some lights on some 396 00:11:17,210 --> 00:11:18,650 of the consents, looking forward to it. 397 00:11:18,800 --> 00:11:21,110 Thank you. Thank you so 398 00:11:21,110 --> 00:11:22,840 much Colin. By the way, 399 00:11:22,840 --> 00:11:23,990 it's pretty late for you out 400 00:11:24,400 --> 00:11:25,440 there in South Africa. So we 401 00:11:25,740 --> 00:11:27,530 do appreciate very much joining 402 00:11:27,530 --> 00:11:29,110 us today. That's my pleasure. 403 00:11:32,060 --> 00:11:34,640 Sorry for the mix up Paul. Now, I'll 404 00:11:34,640 --> 00:11:35,640 let you introduce. So Paul 405 00:11:35,640 --> 00:11:37,010 Bordeaux again, vice president of 406 00:11:37,240 --> 00:11:40,590 information technology for eFinancial. Paul. Awesome. 407 00:11:40,700 --> 00:11:42,350 Thank you very much. As 408 00:11:42,360 --> 00:11:43,200 mentioned, my name is Paul 409 00:11:43,200 --> 00:11:44,620 Bordeaux and I'm the VP 410 00:11:44,620 --> 00:11:47,430 of IT at eFinancial. And eFinancial is actually a 411 00:11:47,430 --> 00:11:49,360 direct consumer life insurance company. 412 00:11:49,660 --> 00:11:50,960 That's all call center based. 413 00:11:50,960 --> 00:11:52,270 We started about 20 years 414 00:11:52,270 --> 00:11:53,980 ago and since then we've 415 00:11:53,980 --> 00:11:54,810 grown to become one of 416 00:11:54,810 --> 00:11:56,570 the largest director life insurance 417 00:11:56,570 --> 00:11:58,250 agencies in the United States. 418 00:11:58,800 --> 00:11:59,640 As an example of our 419 00:11:59,640 --> 00:12:01,290 volume, we did right over $ 420 00:12:01,290 --> 00:12:03,800 11 billion in life insurance 421 00:12:03,800 --> 00:12:06,970 coverage in 2017 alone. Our 422 00:12:06,970 --> 00:12:09,040 staffing model looks similar to 423 00:12:10,070 --> 00:12:12,100 Mr Price their staffing model. 424 00:12:12,140 --> 00:12:13,250 We have about 400 call 425 00:12:13,250 --> 00:12:15,450 center agents that serves both 426 00:12:15,450 --> 00:12:17,320 sales agents, transfer agents, customer 427 00:12:17,320 --> 00:12:18,490 care reps, and as well 428 00:12:18,490 --> 00:12:20,030 as independent agents spread across 429 00:12:20,030 --> 00:12:21,900 the country. We're licensed in 430 00:12:21,900 --> 00:12:23,630 all 50 States district of 431 00:12:23,630 --> 00:12:25,360 Columbia, but our main call 432 00:12:25,360 --> 00:12:27,000 centers are in three locations. 433 00:12:27,170 --> 00:12:28,100 We have one in Bellevue, 434 00:12:28,100 --> 00:12:29,790 Washington, which is our headquarters. 435 00:12:30,120 --> 00:12:31,190 We have one in Chicago, 436 00:12:31,190 --> 00:12:32,680 Illinois, and we have a 437 00:12:32,680 --> 00:12:33,690 new one that just opened 438 00:12:33,690 --> 00:12:34,680 up this year in Tempe, 439 00:12:34,680 --> 00:12:36,160 Arizona sort of spread across 440 00:12:36,160 --> 00:12:38,340 the United States. I'm Colin, 441 00:12:38,340 --> 00:12:39,470 I'm excited to be here 442 00:12:39,470 --> 00:12:40,570 and I'm looking forward to this webinar. 443 00:12:40,790 --> 00:12:46,420 Welcome. So to get us 444 00:12:46,420 --> 00:12:48,020 started with this conversation, I 445 00:12:48,020 --> 00:12:48,990 would first like to ask 446 00:12:49,260 --> 00:12:50,850 Sheila to give us her analyst 447 00:12:51,180 --> 00:12:52,350 perspective on the current state 448 00:12:52,350 --> 00:12:53,950 of customer experience and the 449 00:12:53,950 --> 00:12:55,500 impact that COVID-19 is having 450 00:12:55,500 --> 00:12:58,740 in the contact center space. Sheila. Thank 451 00:12:59,030 --> 00:13:00,830 you. The slide that you 452 00:13:00,830 --> 00:13:04,070 see here talks about the 453 00:13:04,070 --> 00:13:06,240 New Hampshire emergency order number 454 00:13:06,240 --> 00:13:08,410 17, that was issued by 455 00:13:08,410 --> 00:13:12,880 our governor Sununu back early 456 00:13:12,880 --> 00:13:16,840 in March. And slides are 457 00:13:16,840 --> 00:13:19,580 just going crazy. Huh? Let's 458 00:13:19,580 --> 00:13:22,000 try and get back on 459 00:13:22,000 --> 00:13:24,230 the right slide. Okay. And 460 00:13:24,230 --> 00:13:28,470 what it shows is that 461 00:13:29,550 --> 00:13:31,200 as it highlights is people 462 00:13:31,200 --> 00:13:33,730 in information technology, people like 463 00:13:33,790 --> 00:13:35,670 Colin and Paul, people who 464 00:13:35,670 --> 00:13:37,940 work in call centers are 465 00:13:37,940 --> 00:13:40,340 part of essential services. So 466 00:13:40,340 --> 00:13:42,660 as countries and States have 467 00:13:42,660 --> 00:13:44,260 put out orders that say, 468 00:13:44,480 --> 00:13:46,970 everybody stayed home except essential 469 00:13:46,970 --> 00:13:50,010 workers, right. Very often those 470 00:13:50,010 --> 00:13:51,500 essential workers work in government 471 00:13:51,500 --> 00:13:55,950 locations and hospitals and they 472 00:13:55,950 --> 00:13:58,170 are continuing to be important 473 00:13:58,400 --> 00:14:01,580 to the ongoing pace of 474 00:14:01,580 --> 00:14:03,650 keeping people alive and well 475 00:14:03,900 --> 00:14:05,540 as Barbara talked about. Right? 476 00:14:06,070 --> 00:14:07,890 And so it gives us 477 00:14:07,890 --> 00:14:09,030 pause those of us in 478 00:14:09,030 --> 00:14:11,210 the contact center space to understand 479 00:14:11,210 --> 00:14:13,050 how important we are to 480 00:14:13,050 --> 00:14:15,480 keeping business going, to keeping 481 00:14:15,480 --> 00:14:17,540 lives going. And again, as 482 00:14:17,540 --> 00:14:20,270 Barbara pointed out with everything 483 00:14:20,270 --> 00:14:21,210 that we need just to 484 00:14:21,210 --> 00:14:23,190 subsist one doesn't want to 485 00:14:23,190 --> 00:14:24,640 be overly dramatic, but we're 486 00:14:24,640 --> 00:14:26,650 part of a process that's 487 00:14:26,650 --> 00:14:39,560 really quite important. Okay. You want me to move their slide? Share over there. 488 00:14:42,400 --> 00:14:44,320 Maybe from now on, you 489 00:14:44,320 --> 00:14:45,360 can move my slides for 490 00:14:45,360 --> 00:14:46,440 me. Thank you very much. 491 00:14:46,700 --> 00:14:48,390 So one of the things 492 00:14:48,390 --> 00:14:49,450 that I want to talk about is 493 00:14:49,450 --> 00:14:50,260 sort of what did the 494 00:14:50,260 --> 00:14:52,940 world look right before the 495 00:14:55,240 --> 00:14:58,410 COVID pandemic became real. And 496 00:14:58,410 --> 00:14:59,710 interesting that we have the 497 00:14:59,710 --> 00:15:01,260 gentlemen on from South Africa 498 00:15:01,460 --> 00:15:02,930 because the data that I'm 499 00:15:02,930 --> 00:15:04,640 showing here is from a 500 00:15:04,640 --> 00:15:06,860 company called NTT. And it 501 00:15:06,860 --> 00:15:09,110 is part of a global 502 00:15:09,200 --> 00:15:12,610 benchmarking report that NTT has 503 00:15:12,610 --> 00:15:14,590 been gathering for 22 years 504 00:15:14,590 --> 00:15:16,070 now. And that the group 505 00:15:16,070 --> 00:15:17,200 that runs that is actually 506 00:15:17,200 --> 00:15:19,780 out of South Africa and 507 00:15:19,780 --> 00:15:21,560 I've visited them down there. 508 00:15:21,770 --> 00:15:23,410 And he's nodding because it's 509 00:15:23,410 --> 00:15:25,360 an important piece of research 510 00:15:25,670 --> 00:15:26,770 that a lot of us 511 00:15:26,810 --> 00:15:28,590 in the context center look 512 00:15:28,590 --> 00:15:29,930 forward to seeing that new 513 00:15:29,930 --> 00:15:32,500 data every year. So moving 514 00:15:32,500 --> 00:15:37,040 into 2020 companies, some 600 515 00:15:37,040 --> 00:15:38,010 of them responded to this 516 00:15:38,010 --> 00:15:41,020 question or asked what strategies 517 00:15:41,020 --> 00:15:43,130 are being used to meet 518 00:15:43,380 --> 00:15:48,030 the evolving workforce demands. And 519 00:15:48,030 --> 00:15:50,350 you'll see flexible hours were 520 00:15:50,350 --> 00:15:52,960 important. Remote working was important. 521 00:15:53,830 --> 00:15:55,430 But probably further down the 522 00:15:55,430 --> 00:15:57,710 list, something like wellness, which 523 00:15:57,710 --> 00:15:58,810 I've highlighted there with an 524 00:15:58,810 --> 00:16:03,510 arrow or training, new approaches 525 00:16:03,510 --> 00:16:05,230 for training. And so as 526 00:16:05,230 --> 00:16:07,880 we now sit six weeks 527 00:16:07,880 --> 00:16:10,280 into this global crisis with 528 00:16:10,440 --> 00:16:12,280 so many agents now working 529 00:16:12,280 --> 00:16:14,910 from home, I look at 530 00:16:14,960 --> 00:16:16,260 statistics like this and I 531 00:16:16,260 --> 00:16:18,270 think people like Paul and 532 00:16:18,270 --> 00:16:20,350 Colin have new challenges, how 533 00:16:20,350 --> 00:16:22,440 do we handle wellness when 534 00:16:22,440 --> 00:16:23,610 so many of our agents 535 00:16:23,610 --> 00:16:25,330 are working from home? How 536 00:16:25,330 --> 00:16:27,270 do we reevaluate how we 537 00:16:27,270 --> 00:16:29,520 train when so many agents 538 00:16:29,520 --> 00:16:31,120 are working from home? And 539 00:16:31,130 --> 00:16:33,020 so things that perhaps were 540 00:16:33,020 --> 00:16:34,960 not as high a priority 541 00:16:35,210 --> 00:16:37,440 just two months ago, raising 542 00:16:37,700 --> 00:16:43,260 insignificance. And then next slide, 543 00:16:43,720 --> 00:16:45,500 please, since I seem to 544 00:16:45,500 --> 00:16:48,850 be challenged. I went to 545 00:16:48,850 --> 00:16:50,180 a business school in Chicago 546 00:16:52,220 --> 00:16:55,410 at Kellogg. And there's been 547 00:16:55,410 --> 00:16:59,150 ongoing communications from Kellogg, which 548 00:16:59,150 --> 00:17:01,820 has in its alumni base 549 00:17:01,820 --> 00:17:03,690 a lot of corporate leaders. 550 00:17:04,120 --> 00:17:04,980 And what they've been doing 551 00:17:04,980 --> 00:17:06,960 is providing information to be 552 00:17:06,970 --> 00:17:09,210 helpful to those leaders as 553 00:17:09,240 --> 00:17:11,010 they go through this crisis. 554 00:17:11,560 --> 00:17:14,870 So one particular session caught 555 00:17:14,870 --> 00:17:16,090 my eye and it was 556 00:17:16,090 --> 00:17:18,660 by Harry kraemer, who is 557 00:17:18,660 --> 00:17:20,890 a professor of leadership at 558 00:17:21,440 --> 00:17:23,340 The Kellogg School at Northwestern 559 00:17:23,340 --> 00:17:26,610 university. And prior to being 560 00:17:26,980 --> 00:17:28,680 a professor, he was the 561 00:17:28,680 --> 00:17:31,700 CEO of Baxter International, a 562 00:17:31,700 --> 00:17:35,010 major medical supply company here 563 00:17:35,010 --> 00:17:36,780 in the United States. And 564 00:17:36,780 --> 00:17:38,960 the statement that he made 565 00:17:38,960 --> 00:17:42,270 that really rang so true 566 00:17:42,270 --> 00:17:44,000 for me was the need 567 00:17:44,070 --> 00:17:47,130 for a coronavirus war room. 568 00:17:48,210 --> 00:17:49,260 And it struck for a 569 00:17:49,260 --> 00:17:50,680 couple of reasons. One is 570 00:17:51,100 --> 00:17:52,490 I was early in my 571 00:17:52,490 --> 00:17:55,070 career at AT& T, when 572 00:17:55,070 --> 00:17:56,590 AT& T was going through 573 00:17:56,590 --> 00:17:58,360 divestiture. So I was at 574 00:17:58,360 --> 00:18:00,400 corporate headquarters in Basking Ridge, 575 00:18:00,400 --> 00:18:02,330 New Jersey, and we had 576 00:18:02,330 --> 00:18:03,900 a war room. And I 577 00:18:03,900 --> 00:18:04,870 was part of that war 578 00:18:04,870 --> 00:18:06,010 room because I was in 579 00:18:06,010 --> 00:18:07,740 market research. And there were 580 00:18:07,740 --> 00:18:10,470 lots of issues that smack 581 00:18:10,800 --> 00:18:12,710 of market research, data that 582 00:18:12,710 --> 00:18:15,040 was required by that group, 583 00:18:15,040 --> 00:18:16,190 working in the war room, 584 00:18:16,340 --> 00:18:18,600 when how do we break 585 00:18:18,610 --> 00:18:20,690 up the bell system? And 586 00:18:20,690 --> 00:18:21,760 so this notion of a 587 00:18:21,760 --> 00:18:24,500 coronavirus war room really struck 588 00:18:24,500 --> 00:18:28,050 me in that his comment, 589 00:18:28,680 --> 00:18:31,010 Kraemer's comment that no leader, 590 00:18:31,570 --> 00:18:32,880 if they're honest, is bright 591 00:18:32,880 --> 00:18:35,100 enough to figure out everything 592 00:18:35,100 --> 00:18:36,720 on their own. That they 593 00:18:36,730 --> 00:18:39,950 should have the data input 594 00:18:40,450 --> 00:18:41,910 and the knowledge and the 595 00:18:41,910 --> 00:18:44,280 wisdom of people from all 596 00:18:44,280 --> 00:18:46,240 over the business. And so 597 00:18:46,240 --> 00:18:46,810 I thought it was a 598 00:18:46,810 --> 00:18:48,300 great insight and one worth 599 00:18:48,300 --> 00:18:51,230 sharing on this webinar for 600 00:18:51,230 --> 00:18:54,330 all involved. Next slide please. 601 00:18:56,570 --> 00:18:57,970 So I'm taking us back 602 00:18:57,970 --> 00:19:00,720 to the NTT customer experience 603 00:19:00,720 --> 00:19:03,380 benchmarking study again. And this 604 00:19:03,380 --> 00:19:04,280 is a question that was 605 00:19:04,280 --> 00:19:06,310 answered again by about 600 of 606 00:19:06,430 --> 00:19:08,800 the respondents. And know that 607 00:19:08,800 --> 00:19:10,470 this study is a global 608 00:19:10,470 --> 00:19:11,780 study. And so they get 609 00:19:11,780 --> 00:19:14,370 representation from North America, South 610 00:19:14,370 --> 00:19:17,860 America, Asia, Europe. And so 611 00:19:17,860 --> 00:19:18,890 for all of you who 612 00:19:18,890 --> 00:19:20,410 are listening here today, this 613 00:19:20,410 --> 00:19:21,950 is relevant data for all 614 00:19:21,950 --> 00:19:24,090 of us. So the question 615 00:19:24,090 --> 00:19:25,470 that was asked again, pre- 616 00:19:25,470 --> 00:19:26,870 COVID is one of the 617 00:19:26,870 --> 00:19:30,620 top technology priorities for customer 618 00:19:30,620 --> 00:19:33,710 experience? And data and analytics, 619 00:19:33,710 --> 00:19:35,160 as you can see, has 620 00:19:35,160 --> 00:19:37,660 been seen as important by 621 00:19:37,660 --> 00:19:39,780 customer experience professionals for the 622 00:19:39,780 --> 00:19:41,940 last three years running, right. 623 00:19:42,670 --> 00:19:46,960 And digital transformation, supplying better 624 00:19:46,960 --> 00:19:49,490 digital customer experience, meeting the 625 00:19:49,750 --> 00:19:52,420 demands of consumers who want 626 00:19:52,710 --> 00:19:55,230 better digital options from the 627 00:19:55,230 --> 00:19:57,040 organizations and the companies that 628 00:19:57,040 --> 00:19:58,330 they work with. These have 629 00:19:58,330 --> 00:20:00,700 been key initiatives for the 630 00:20:00,700 --> 00:20:01,990 last two or three years. 631 00:20:02,820 --> 00:20:04,280 But again, what I've highlighted 632 00:20:04,280 --> 00:20:06,630 here are things that may 633 00:20:06,630 --> 00:20:08,160 be lower on the list 634 00:20:08,520 --> 00:20:11,090 like cloud solutions or the 635 00:20:11,090 --> 00:20:15,460 personalization of services, because in 636 00:20:15,460 --> 00:20:17,790 a post- COVID world, I 637 00:20:17,790 --> 00:20:19,590 think they're rising in importance. 638 00:20:19,840 --> 00:20:20,490 And if we were to 639 00:20:20,490 --> 00:20:23,140 retake this survey right now, 640 00:20:23,340 --> 00:20:25,010 I think cloud would rise 641 00:20:25,010 --> 00:20:26,230 way to the top of 642 00:20:26,230 --> 00:20:28,670 this. Because companies that I 643 00:20:28,670 --> 00:20:30,970 work with, that you work 644 00:20:30,970 --> 00:20:33,740 with at Genesys are finding that 645 00:20:34,370 --> 00:20:36,150 if they were sitting with contact 646 00:20:36,750 --> 00:20:39,620 center agents in premises locations 647 00:20:39,890 --> 00:20:42,770 with premises based systems, that 648 00:20:42,790 --> 00:20:44,950 it was often more difficult 649 00:20:45,440 --> 00:20:47,870 to send those agents home 650 00:20:47,870 --> 00:20:49,680 and be able to answer 651 00:20:49,860 --> 00:20:52,670 that increased volume that's happening 652 00:20:52,670 --> 00:20:55,110 in so many industries, right? 653 00:20:55,300 --> 00:20:57,460 Those with cloud solutions there 654 00:20:57,460 --> 00:20:59,150 were still challenges. There were 655 00:20:59,150 --> 00:21:02,180 still challenges with bandwidth, with 656 00:21:02,370 --> 00:21:05,070 whether agents had laptops, equipping 657 00:21:05,070 --> 00:21:07,140 them with that. But those 658 00:21:07,650 --> 00:21:13,940 challenges block less progress than 659 00:21:14,020 --> 00:21:15,190 having to send an agent 660 00:21:15,190 --> 00:21:17,440 home with a phone and 661 00:21:17,560 --> 00:21:20,440 a firewall and a server. 662 00:21:20,710 --> 00:21:21,770 And that's what often would 663 00:21:21,770 --> 00:21:22,880 happen with a premises based 664 00:21:22,880 --> 00:21:26,010 solution. The personalization of services, 665 00:21:26,380 --> 00:21:28,380 I think it's a topic 666 00:21:28,380 --> 00:21:31,130 that Genesys in 2020 is 667 00:21:31,130 --> 00:21:33,080 putting a bigger focus on, 668 00:21:33,390 --> 00:21:34,910 and again, was doing that 669 00:21:34,990 --> 00:21:37,010 pre- COVID. I think post- 670 00:21:37,040 --> 00:21:39,190 COVID, it becomes more important 671 00:21:39,530 --> 00:21:41,770 because as Barbara talked about, 672 00:21:42,050 --> 00:21:44,130 we need to be providing 673 00:21:44,230 --> 00:21:47,280 empathy even more than ever. 674 00:21:47,470 --> 00:21:48,430 When people get on the 675 00:21:48,430 --> 00:21:50,190 phone, we have to be 676 00:21:50,190 --> 00:21:52,000 able to ask them how 677 00:21:52,000 --> 00:21:53,650 they're doing. We need the 678 00:21:53,650 --> 00:21:56,020 extra time. We need agents 679 00:21:56,020 --> 00:21:58,600 who are trained to know 680 00:21:58,600 --> 00:21:59,890 that. We need agents who 681 00:21:59,890 --> 00:22:03,380 aren't being held to performance 682 00:22:03,380 --> 00:22:07,130 standards about key performance indicators 683 00:22:07,370 --> 00:22:08,960 that are perhaps less important 684 00:22:08,960 --> 00:22:10,890 now. So I think that personalization of 685 00:22:10,890 --> 00:22:12,360 services is another one of 686 00:22:12,370 --> 00:22:14,830 those things where it's rising 687 00:22:14,830 --> 00:22:16,510 in importance, but we also 688 00:22:16,510 --> 00:22:17,760 need the systems in place 689 00:22:17,760 --> 00:22:18,750 that are going to allow 690 00:22:18,750 --> 00:22:21,180 that to happen. So it's 691 00:22:21,180 --> 00:22:22,370 interesting to take a look 692 00:22:22,370 --> 00:22:23,220 at what was happening right 693 00:22:23,220 --> 00:22:25,380 before, but also to understand 694 00:22:25,380 --> 00:22:27,160 the impact that this has 695 00:22:27,160 --> 00:22:28,850 had on how we all 696 00:22:28,850 --> 00:22:30,170 deliver service. And I'm going 697 00:22:31,050 --> 00:22:31,840 to turn it back to 698 00:22:31,840 --> 00:22:34,170 Barbara now. Thank you, Sheila. 699 00:22:34,730 --> 00:22:36,820 And I think that definitely the 700 00:22:37,610 --> 00:22:38,850 insights that you provided us 701 00:22:38,850 --> 00:22:40,940 are right on point. I 702 00:22:40,940 --> 00:22:41,680 want to go back to 703 00:22:41,680 --> 00:22:43,490 some of this key elements, 704 00:22:43,490 --> 00:22:44,610 but first to your point, 705 00:22:44,900 --> 00:22:46,480 let's take maybe one step 706 00:22:46,480 --> 00:22:47,650 back and to level set 707 00:22:47,650 --> 00:22:49,640 and provide context. To start 708 00:22:49,640 --> 00:22:50,540 our Q& A session I 709 00:22:50,540 --> 00:22:51,860 would like to go to 710 00:22:51,860 --> 00:22:54,010 both Paul and Colin, and maybe 711 00:22:54,010 --> 00:22:55,180 Paul I'll start with you, 712 00:22:55,600 --> 00:22:56,530 and then Colin can provide 713 00:22:56,530 --> 00:22:58,100 some additional input. But the 714 00:22:58,100 --> 00:22:59,690 first question would be, can 715 00:22:59,690 --> 00:23:01,190 you give our audience the 716 00:23:01,190 --> 00:23:03,010 firsthand account of the main 717 00:23:03,240 --> 00:23:04,630 changes that your agents have 718 00:23:04,630 --> 00:23:06,300 experienced due to this crisis? 719 00:23:06,360 --> 00:23:07,390 I mean, are they all 720 00:23:07,390 --> 00:23:09,070 working from home? How was the 721 00:23:09,140 --> 00:23:11,230 transition and how are supervisors 722 00:23:11,290 --> 00:23:12,710 adapting to it? Paul, let's 723 00:23:12,710 --> 00:23:14,710 start with you. Yeah, definitely. 724 00:23:15,230 --> 00:23:17,890 So despite some slight differences 725 00:23:17,890 --> 00:23:19,500 in state government guidelines for 726 00:23:19,500 --> 00:23:21,830 COVID response, eFinancial chose to 727 00:23:21,830 --> 00:23:23,190 enable working from home for 728 00:23:23,190 --> 00:23:24,590 all of our agents and employees 729 00:23:24,650 --> 00:23:25,940 at the same time. We 730 00:23:25,940 --> 00:23:26,960 actually did a full cut 731 00:23:26,960 --> 00:23:28,630 over to Genesys cloud on 732 00:23:28,630 --> 00:23:31,080 March 27th which turns out 733 00:23:31,190 --> 00:23:32,130 to be about three weeks 734 00:23:32,130 --> 00:23:33,540 earlier than we had originally 735 00:23:33,540 --> 00:23:35,140 designed. So it was a little abrupt 736 00:23:35,140 --> 00:23:36,650 in training, abrupt in that 737 00:23:36,650 --> 00:23:38,000 day to day coaching piece 738 00:23:38,300 --> 00:23:39,750 and really abrupt for our 739 00:23:39,750 --> 00:23:40,840 internal help desk because they 740 00:23:40,840 --> 00:23:42,010 kind of scrambled to support 741 00:23:42,010 --> 00:23:46,250 that. Right. Colin maybe the 742 00:23:46,250 --> 00:23:47,790 same question for you, what was 743 00:23:48,420 --> 00:23:49,730 the changes for your agents and 744 00:23:50,300 --> 00:23:51,330 are they working from home? 745 00:23:51,330 --> 00:23:52,260 How are they adapting to 746 00:23:52,260 --> 00:23:54,810 it? Yes. I think that in 747 00:23:54,810 --> 00:23:56,450 the South African context we've 748 00:23:56,450 --> 00:23:57,450 had a full shutdown, so 749 00:23:57,450 --> 00:23:58,810 it's basically, you will stay 750 00:23:58,810 --> 00:24:00,830 inside your property and only 751 00:24:00,830 --> 00:24:02,020 go out for essential services. 752 00:24:02,020 --> 00:24:03,650 So it was quite apparent 753 00:24:03,820 --> 00:24:04,350 to us that this was 754 00:24:04,350 --> 00:24:05,510 going to impact the call center at 755 00:24:05,510 --> 00:24:07,320 large. But also from an 756 00:24:07,320 --> 00:24:09,920 economic standpoint, our customers. So 757 00:24:09,920 --> 00:24:11,840 we did initiate remote work for 758 00:24:12,290 --> 00:24:14,370 our customer care agents and 759 00:24:14,370 --> 00:24:15,940 a portion of our collections agents. 760 00:24:16,990 --> 00:24:18,590 And, again, those people servicing 761 00:24:18,590 --> 00:24:20,860 our insurance portfolio but everything 762 00:24:20,860 --> 00:24:22,180 to do with outbound selling 763 00:24:22,380 --> 00:24:23,410 cease to exist, we just 764 00:24:23,410 --> 00:24:25,420 stopped altogether. I think that 765 00:24:26,890 --> 00:24:28,290 the common themes that we 766 00:24:28,290 --> 00:24:29,760 saw coming through was people 767 00:24:29,800 --> 00:24:31,170 really wanting to know, how do 768 00:24:31,170 --> 00:24:32,040 I actually pay, how do 769 00:24:32,040 --> 00:24:33,100 I keep in good standing? 770 00:24:33,100 --> 00:24:34,500 How do I get orders 771 00:24:34,500 --> 00:24:38,110 that were previously ordered before 772 00:24:38,110 --> 00:24:40,410 the lockdown and what might happen to 773 00:24:40,410 --> 00:24:41,950 those in the lockdown? So 774 00:24:42,220 --> 00:24:42,960 we took the call to 775 00:24:42,960 --> 00:24:44,460 really just let the outbound 776 00:24:44,460 --> 00:24:46,260 agents be purely customer care 777 00:24:46,260 --> 00:24:49,180 agents. And what's been great 778 00:24:49,180 --> 00:24:51,090 is that they have actually risen to the 779 00:24:51,090 --> 00:24:53,080 challenge. They have been connectivity 780 00:24:53,080 --> 00:24:54,450 issues because not everybody in 781 00:24:54,450 --> 00:24:55,500 South Africa has access to 782 00:24:55,500 --> 00:24:57,200 WiFi. So we're all relying on 783 00:24:57,380 --> 00:25:00,810 3G. But the remote workers, I 784 00:25:00,810 --> 00:25:01,420 think a lot of them are actually saying 785 00:25:01,940 --> 00:25:03,390 they're more busy than they thought they 786 00:25:03,390 --> 00:25:04,550 would be. And there's a 787 00:25:04,550 --> 00:25:05,620 lot of transparency through the 788 00:25:05,620 --> 00:25:06,910 Genesys system as well. So 789 00:25:07,250 --> 00:25:08,260 we don't need to necessarily 790 00:25:08,260 --> 00:25:09,210 please them. They know that 791 00:25:09,550 --> 00:25:10,730 they've got presence, they know that 792 00:25:10,730 --> 00:25:11,590 they've got the tools that 793 00:25:11,620 --> 00:25:13,060 they need. So it's been a 794 00:25:13,310 --> 00:25:14,420 pretty good transition for us. 795 00:25:15,960 --> 00:25:16,650 And I think that that 796 00:25:16,650 --> 00:25:19,160 speaks perfectly on the empathy 797 00:25:19,410 --> 00:25:21,560 topic because you guys were right 798 00:25:21,560 --> 00:25:22,960 on top of what's really 799 00:25:22,960 --> 00:25:24,610 in your customer's minds and 800 00:25:24,870 --> 00:25:26,020 what's really important for them right 801 00:25:26,020 --> 00:25:28,160 now and adapted to respond 802 00:25:28,160 --> 00:25:29,580 to that. So that is fabulous. 803 00:25:29,750 --> 00:25:31,330 Now, again, to both of 804 00:25:31,330 --> 00:25:33,210 you can you also provide 805 00:25:33,210 --> 00:25:35,490 some additional context on how is the crisis 806 00:25:35,530 --> 00:25:36,730 affected your business. And Colin 807 00:25:36,730 --> 00:25:39,160 you talked a little bit about that, but maybe give 808 00:25:39,160 --> 00:25:40,740 us a little bit more 809 00:25:40,740 --> 00:25:42,840 context on how's the customer 810 00:25:43,160 --> 00:25:45,750 experience? Has it been disrupted? What are the steps 811 00:25:46,040 --> 00:25:47,290 that you're taking to mitigate 812 00:25:47,290 --> 00:25:49,830 not all after that, but 813 00:25:50,080 --> 00:25:53,410 Colin, you want to give some context on that? Yeah, sure. 814 00:25:53,410 --> 00:25:56,340 So I mean, the lockdown meant that 815 00:25:56,340 --> 00:25:58,470 all 1200 of our stores closed 816 00:25:59,270 --> 00:26:00,250 and. It became quite apparent 817 00:26:00,250 --> 00:26:01,410 quite quickly just how dependent 818 00:26:01,650 --> 00:26:03,130 we were on that last 819 00:26:03,130 --> 00:26:04,270 mile of the store in 820 00:26:04,270 --> 00:26:07,020 terms of customer payments, eCommerce 821 00:26:07,020 --> 00:26:09,340 click and collect. So quite 822 00:26:09,340 --> 00:26:11,240 quickly from a digital perspective, 823 00:26:11,240 --> 00:26:12,460 we had to move very 824 00:26:12,460 --> 00:26:13,540 fast in terms of giving 825 00:26:13,540 --> 00:26:17,410 people additional payment options even 826 00:26:17,410 --> 00:26:18,360 going down to the level of 827 00:26:21,100 --> 00:26:22,190 old good USSD. And again, 828 00:26:22,270 --> 00:26:23,400 driving a lot of digital 829 00:26:23,400 --> 00:26:25,630 communication through our app and 830 00:26:25,630 --> 00:26:27,500 through our online channels. So there was 831 00:26:28,200 --> 00:26:29,030 a bit of a disruption 832 00:26:29,030 --> 00:26:29,980 because we didn't have as 833 00:26:29,980 --> 00:26:31,160 many call center agents as 834 00:26:31,160 --> 00:26:32,010 we'd like to have had 835 00:26:32,200 --> 00:26:33,320 working remotely. So a lot 836 00:26:33,320 --> 00:26:34,850 of that moved towards traditional 837 00:26:35,160 --> 00:26:37,590 email and chat channels. So 838 00:26:37,700 --> 00:26:39,180 customers finding and got frustrated, 839 00:26:39,180 --> 00:26:40,720 but we've come along quite 840 00:26:40,720 --> 00:26:41,700 quickly. I think that this is a 841 00:26:42,430 --> 00:26:44,390 accelerated a lot more the the 842 00:26:44,390 --> 00:26:45,970 digital discussions that we needed 843 00:26:46,070 --> 00:26:47,930 to have. And we're going to go back to 844 00:26:48,620 --> 00:26:49,610 that topic in a minute, 845 00:26:49,610 --> 00:26:51,220 but Paul, same question for 846 00:26:51,220 --> 00:26:52,100 you, how has the business 847 00:26:52,100 --> 00:26:53,270 been effective for you guys 848 00:26:53,270 --> 00:26:55,960 and disruption and customer experience 849 00:26:56,020 --> 00:26:56,990 and how are you mitigating 850 00:26:56,990 --> 00:27:00,530 it? Well, since we're entirely 851 00:27:00,530 --> 00:27:01,960 call center based. The good 852 00:27:01,960 --> 00:27:02,950 news is as long as 853 00:27:02,950 --> 00:27:03,510 we were able to keep 854 00:27:03,510 --> 00:27:04,570 our agents on the phones, 855 00:27:04,570 --> 00:27:05,850 our customer experience was not 856 00:27:06,020 --> 00:27:07,410 disrupted at all, which is 857 00:27:07,410 --> 00:27:09,120 important in our industry because 858 00:27:09,370 --> 00:27:10,850 consumer demand is rising for 859 00:27:10,850 --> 00:27:13,110 us. Anytime there's an event 860 00:27:13,140 --> 00:27:14,920 that reminds people of the critical 861 00:27:14,920 --> 00:27:16,810 importance of financially supporting loved 862 00:27:16,940 --> 00:27:18,120 ones, we see an increased 863 00:27:18,120 --> 00:27:19,890 demand for life insurance. So it 864 00:27:20,050 --> 00:27:21,640 was imperative that our agents 865 00:27:21,640 --> 00:27:22,990 were still available to serve 866 00:27:22,990 --> 00:27:24,520 customers at times they need 867 00:27:24,520 --> 00:27:26,390 us the most. Similar to 868 00:27:26,390 --> 00:27:29,230 Colin, not only did we increase 869 00:27:29,230 --> 00:27:31,400 our availability online or on 870 00:27:31,400 --> 00:27:32,530 the phone, but we've also 871 00:27:32,690 --> 00:27:33,930 started to provide more digital 872 00:27:33,930 --> 00:27:35,710 offering and direct customers there 873 00:27:35,710 --> 00:27:37,410 so that they can react in 874 00:27:37,410 --> 00:27:38,810 a way that isn't the face to face 875 00:27:38,810 --> 00:27:42,130 type of environment. Okay, great. 876 00:27:42,440 --> 00:27:43,380 Now we would also like 877 00:27:43,380 --> 00:27:44,450 to hear from the audience, 878 00:27:44,450 --> 00:27:45,580 and so we do have 879 00:27:45,770 --> 00:27:47,670 a small poll question. So 880 00:27:47,670 --> 00:27:49,800 Josh could we push the 881 00:27:49,800 --> 00:27:51,090 poll question to our audience, 882 00:27:51,090 --> 00:27:54,660 please? Absolutely. They should see to on their 883 00:27:54,660 --> 00:27:56,760 screen now. There we go. 884 00:27:56,990 --> 00:27:57,920 So the question is, what 885 00:27:57,920 --> 00:27:59,650 percentage of your agents are 886 00:27:59,650 --> 00:28:00,870 working from home now? So is 887 00:28:00,870 --> 00:28:03,610 it like almost none to 888 00:28:04,400 --> 00:28:07,000 somewhere like 25%. Is between 889 00:28:07,000 --> 00:28:09,430 25 and 50. Is it the majority 890 00:28:09,430 --> 00:28:10,170 of them all the way, 891 00:28:10,260 --> 00:28:12,430 maybe around 85%, or is it all 892 00:28:12,450 --> 00:28:13,460 of them. We're really interested 893 00:28:13,460 --> 00:28:15,550 to hearing from you. And 894 00:28:15,550 --> 00:28:16,460 while we wait for our 895 00:28:16,460 --> 00:28:18,180 audience to answer the poll, 896 00:28:18,570 --> 00:28:21,260 Sheila, maybe this is really a 897 00:28:21,260 --> 00:28:22,810 global audience. And so I 898 00:28:22,810 --> 00:28:23,590 don't know about you, but 899 00:28:23,590 --> 00:28:25,060 my expectation would be that we're going to 900 00:28:25,060 --> 00:28:26,570 see a mix maybe in 901 00:28:26,570 --> 00:28:27,590 the responses, but what's your 902 00:28:27,590 --> 00:28:29,750 take on this, given the 903 00:28:29,750 --> 00:28:33,100 global context of this. So 904 00:28:33,100 --> 00:28:34,160 to your point, I think 905 00:28:34,160 --> 00:28:36,540 in some industries we'll also 906 00:28:36,540 --> 00:28:38,180 going to see differences, right? 907 00:28:38,620 --> 00:28:40,010 The industries that are represented 908 00:28:40,010 --> 00:28:42,570 by our customers here were 909 00:28:42,640 --> 00:28:44,360 so important that they needed 910 00:28:44,360 --> 00:28:45,630 to get as many agents 911 00:28:45,630 --> 00:28:47,730 as they could capable to 912 00:28:47,730 --> 00:28:49,170 work from home. I think 913 00:28:49,170 --> 00:28:51,010 in some businesses, if the 914 00:28:51,010 --> 00:28:53,080 business had to shut down, 915 00:28:53,880 --> 00:28:55,750 let's say a clothing store, 916 00:28:55,970 --> 00:28:58,890 right. That might have a 917 00:28:58,890 --> 00:29:00,960 lot of agents taking orders, 918 00:29:01,080 --> 00:29:02,380 but didn't need to do 919 00:29:02,380 --> 00:29:03,840 customer service the same way 920 00:29:03,840 --> 00:29:05,590 with the stores closed. So 921 00:29:05,590 --> 00:29:07,690 I think we're going to see a proportion of 922 00:29:07,690 --> 00:29:10,320 the people responding saying only 923 00:29:10,320 --> 00:29:12,040 zero to 25% because we 924 00:29:12,040 --> 00:29:13,850 have a skeleton kind of 925 00:29:13,850 --> 00:29:15,070 a staff. But we're going 926 00:29:15,190 --> 00:29:16,910 to see some like Colin 927 00:29:16,910 --> 00:29:19,090 and Paul's companies where everybody 928 00:29:19,200 --> 00:29:20,580 is home. But if I 929 00:29:20,580 --> 00:29:21,930 had to say which one 930 00:29:21,930 --> 00:29:22,420 I think is going to 931 00:29:22,420 --> 00:29:24,830 have the highest percentage, I 932 00:29:24,830 --> 00:29:25,930 think it's going to be 933 00:29:25,930 --> 00:29:28,010 the 50% to 85% that 934 00:29:28,010 --> 00:29:29,420 most of the people have 935 00:29:29,420 --> 00:29:30,250 sent most of their agents 936 00:29:30,350 --> 00:29:31,940 home. Let's see if I'm 937 00:29:31,940 --> 00:29:33,590 right. That's kind of what 938 00:29:33,590 --> 00:29:35,160 I was thinking too. But so 939 00:29:35,160 --> 00:29:35,970 Josh, can we see the 940 00:29:35,970 --> 00:29:37,240 results maybe to see if 941 00:29:38,900 --> 00:29:40,730 we're right. Oh, look at 942 00:29:40,730 --> 00:29:42,920 that. It's very close, but 943 00:29:42,920 --> 00:29:45,140 in all of them is 944 00:29:45,850 --> 00:29:48,900 very high, which is a 945 00:29:48,900 --> 00:29:52,910 little bit surprising. Well, great. 946 00:29:52,910 --> 00:29:54,900 Thank you everybody for participating 947 00:29:54,900 --> 00:29:55,990 on this. So let's just 948 00:29:55,990 --> 00:30:04,360 stay on... And maybe talk 949 00:30:04,360 --> 00:30:05,520 a little about, obviously everybody 950 00:30:05,520 --> 00:30:07,250 knows that they embrace it in the circumstances 951 00:30:07,390 --> 00:30:08,090 of this pandemic, as I 952 00:30:08,090 --> 00:30:10,190 said at the beginning, but how 953 00:30:10,190 --> 00:30:12,730 did eFinancial apply or really 954 00:30:12,730 --> 00:30:15,090 adapt the business continually plan 955 00:30:15,090 --> 00:30:16,710 to respond to this crisis? 956 00:30:18,050 --> 00:30:20,860 Yeah, so eFinancial like most 957 00:30:20,860 --> 00:30:22,130 businesses, we had a business 958 00:30:22,130 --> 00:30:24,080 continuity plan in place. But it 959 00:30:24,280 --> 00:30:25,440 was focused on our individual 960 00:30:25,440 --> 00:30:27,380 offices. As I mentioned before, 961 00:30:27,380 --> 00:30:28,350 we have call centers in 962 00:30:28,350 --> 00:30:29,900 three different States. So our 963 00:30:29,900 --> 00:30:31,470 plans were more focused on 964 00:30:31,470 --> 00:30:32,810 how to respond if one 965 00:30:32,810 --> 00:30:33,850 of those opposites had to 966 00:30:33,850 --> 00:30:35,350 close for a snow storm 967 00:30:35,350 --> 00:30:36,290 or a power outage or 968 00:30:36,290 --> 00:30:38,430 natural disaster. Or what happens 969 00:30:38,430 --> 00:30:39,130 at one of our data 970 00:30:39,130 --> 00:30:40,850 center goes down. I'll be 971 00:30:40,850 --> 00:30:42,380 honest a full- scale work 972 00:30:42,380 --> 00:30:43,680 from home across all of 973 00:30:43,680 --> 00:30:45,140 our locations was never really 974 00:30:45,140 --> 00:30:47,730 part of the plan. Fortunately, 975 00:30:47,760 --> 00:30:49,050 we were already underway with 976 00:30:49,050 --> 00:30:50,570 a migration from pure connect 977 00:30:50,570 --> 00:30:52,450 on premises to Genesys cloud. And that was a 978 00:30:53,160 --> 00:30:54,370 strategic decision that we made 979 00:30:54,380 --> 00:30:56,130 last year to increase uptime 980 00:30:56,130 --> 00:30:57,260 and allow us to scale 981 00:30:57,260 --> 00:30:59,010 as a company. But we 982 00:30:59,010 --> 00:31:00,300 have that plan launch for 983 00:31:00,300 --> 00:31:02,360 April 30th to begin a 984 00:31:02,360 --> 00:31:03,950 phased approach versus a cut 985 00:31:03,950 --> 00:31:06,630 over launch. This was sped 986 00:31:06,630 --> 00:31:08,440 up due to COVID. And 987 00:31:08,440 --> 00:31:09,380 we actually had about three 988 00:31:09,380 --> 00:31:10,900 weeks to prepare and do a 989 00:31:10,900 --> 00:31:12,480 full cut order for 100% 990 00:31:12,500 --> 00:31:13,770 for a sales and operation 991 00:31:13,770 --> 00:31:17,720 staff. Which thankfully was largely 992 00:31:17,720 --> 00:31:19,760 successful. As far as business 993 00:31:19,760 --> 00:31:21,330 continuity, we now have passports 994 00:31:21,330 --> 00:31:22,260 in place and we're going 995 00:31:22,260 --> 00:31:23,690 to revisit that plan and we're going 996 00:31:24,020 --> 00:31:25,570 to update it to reflect 997 00:31:25,570 --> 00:31:27,700 the new remote workforce capabilities 998 00:31:27,700 --> 00:31:28,900 that we've discovered with Genesys 999 00:31:28,900 --> 00:31:32,450 cloud. Right. So that takes 1000 00:31:32,450 --> 00:31:34,510 me back to the point 1001 00:31:34,510 --> 00:31:36,820 that Sheila was making initially 1002 00:31:36,820 --> 00:31:38,360 on the war room or 1003 00:31:38,360 --> 00:31:40,560 the task force. So, Sheila, 1004 00:31:40,570 --> 00:31:41,430 can you elaborate a little 1005 00:31:41,430 --> 00:31:42,610 bit more on what you've 1006 00:31:42,610 --> 00:31:44,110 seen from companies like eFinancial 1007 00:31:45,540 --> 00:31:46,840 that has actually implemented a war 1008 00:31:46,840 --> 00:31:48,920 room work task force versus 1009 00:31:48,920 --> 00:31:50,130 others that maybe have delayed 1010 00:31:50,130 --> 00:31:52,870 those decisions. How has that impacted 1011 00:31:52,870 --> 00:31:54,110 their ability to respond or 1012 00:31:54,110 --> 00:31:55,730 be effective in terms of customer 1013 00:31:55,790 --> 00:31:57,320 support or customer experience in 1014 00:31:57,320 --> 00:32:04,530 your view? Sheila I think 1015 00:32:05,010 --> 00:32:05,890 you may be on mute 1016 00:32:05,890 --> 00:32:07,610 because I can't hear you, 1017 00:32:07,650 --> 00:32:10,920 just making sure it's not 1018 00:32:10,920 --> 00:32:13,800 just me. Thank you very 1019 00:32:13,800 --> 00:32:15,670 much, Barbara. It takes a 1020 00:32:15,670 --> 00:32:19,550 village. I would argue with 1021 00:32:19,550 --> 00:32:21,980 that smaller firms, smaller than 1022 00:32:21,980 --> 00:32:24,400 eFinancials, smaller than Mr Price 1023 00:32:25,340 --> 00:32:27,560 with tens of employees, instead 1024 00:32:27,560 --> 00:32:29,580 of hundreds of employees would 1025 00:32:29,610 --> 00:32:32,130 similarly benefit from a war 1026 00:32:32,130 --> 00:32:34,810 room approach. I've seen smaller 1027 00:32:34,810 --> 00:32:36,750 firms that are bringing together 1028 00:32:36,750 --> 00:32:39,660 senior management to make decisions 1029 00:32:39,660 --> 00:32:40,740 that are going to impact 1030 00:32:41,160 --> 00:32:44,220 every employee, every customer, and 1031 00:32:44,220 --> 00:32:45,890 often without the benefit of 1032 00:32:45,890 --> 00:32:47,700 that voice of the customer 1033 00:32:48,000 --> 00:32:49,270 that we hear that we 1034 00:32:49,270 --> 00:32:51,530 see coming in through the contact 1035 00:32:52,000 --> 00:32:53,400 center. So I think the 1036 00:32:53,400 --> 00:32:55,850 CEO's and CFO's of the world 1037 00:32:56,510 --> 00:32:58,030 who are making the final 1038 00:32:58,030 --> 00:33:01,070 decisions, obviously. But as Kraemer, 1039 00:33:01,070 --> 00:33:02,710 the professor at Kellogg pointed 1040 00:33:02,710 --> 00:33:04,280 out, I think the best 1041 00:33:04,280 --> 00:33:05,530 decisions would be made with 1042 00:33:05,530 --> 00:33:07,900 the best information. And sometimes 1043 00:33:07,900 --> 00:33:09,290 we in the contact center 1044 00:33:09,500 --> 00:33:12,180 as the conduit between executive 1045 00:33:12,180 --> 00:33:15,510 management and the customers could 1046 00:33:15,510 --> 00:33:17,070 be a useful part of 1047 00:33:17,350 --> 00:33:18,880 a war room approach, or 1048 00:33:18,880 --> 00:33:21,350 at least a task force 1049 00:33:21,480 --> 00:33:23,440 type approach, as opposed to 1050 00:33:23,440 --> 00:33:25,020 just a bunch of execs 1051 00:33:25,380 --> 00:33:28,260 making their decisions. Yeah. And 1052 00:33:29,540 --> 00:33:30,910 I'll just make this comment 1053 00:33:30,910 --> 00:33:32,750 on the Genesys side. I got 1054 00:33:32,920 --> 00:33:34,590 to say similar to what 1055 00:33:34,800 --> 00:33:36,550 Paul was saying before. Genesys 1056 00:33:36,550 --> 00:33:39,140 implemented very quickly a taskforce 1057 00:33:39,390 --> 00:33:40,540 as well. So that was 1058 00:33:41,300 --> 00:33:42,420 an initiative from our CEO, 1059 00:33:42,420 --> 00:33:44,050 Tony Bates and his leadership 1060 00:33:44,520 --> 00:33:46,410 and with constant communication and 1061 00:33:46,430 --> 00:33:48,070 a lot of transparency and 1062 00:33:48,070 --> 00:33:49,280 very quickly shutting down our 1063 00:33:49,280 --> 00:33:50,340 offices and making sure that 1064 00:33:50,340 --> 00:33:51,550 everybody was okay and working 1065 00:33:51,550 --> 00:33:53,470 from home and staying safe. 1066 00:33:53,470 --> 00:33:53,950 And I got to say 1067 00:33:53,950 --> 00:33:55,210 that made a huge difference 1068 00:33:55,220 --> 00:33:56,280 in our preparedness and our 1069 00:33:56,280 --> 00:33:58,440 readiness to not only continue 1070 00:33:58,440 --> 00:33:59,560 our business, but also be 1071 00:33:59,560 --> 00:34:01,510 here for our customers, which is 1072 00:34:01,630 --> 00:34:04,410 really what our mission is. 1073 00:34:04,970 --> 00:34:07,290 So now Colin, let me 1074 00:34:07,290 --> 00:34:08,620 go back to you and this is actually interesting because 1075 00:34:08,620 --> 00:34:11,780 in the briefing that we had with you 1076 00:34:11,780 --> 00:34:13,530 before the webinar, you shared a 1077 00:34:13,530 --> 00:34:14,630 quote that I thought it 1078 00:34:14,780 --> 00:34:16,420 was fascinating. And you said, 1079 00:34:17,070 --> 00:34:18,770 who pushed digital transformation in 1080 00:34:18,770 --> 00:34:20,530 your company. Was is it the CEO, 1081 00:34:20,990 --> 00:34:23,370 the CIO, or COVID- 19? 1082 00:34:23,370 --> 00:34:25,280 And I actually thinks got 1083 00:34:25,280 --> 00:34:27,820 funny, but the companies traditionally 1084 00:34:28,330 --> 00:34:30,980 pursued digital transformation to create 1085 00:34:30,980 --> 00:34:32,550 efficiencies or increase revenue or 1086 00:34:32,550 --> 00:34:34,040 reduce churn, or even to 1087 00:34:34,040 --> 00:34:35,380 penetrate a new market segment 1088 00:34:35,380 --> 00:34:37,570 or establishing a competitive differentiation. 1089 00:34:38,080 --> 00:34:39,500 But now in this new 1090 00:34:39,500 --> 00:34:41,570 normal that we're living is 1091 00:34:41,570 --> 00:34:43,950 business continually an additional critical 1092 00:34:43,950 --> 00:34:45,530 driver for digital transformation in 1093 00:34:45,530 --> 00:34:49,340 your opinion? Yes, absolutely. And 1094 00:34:49,490 --> 00:34:50,530 I'm so glad that Sheila 1095 00:34:50,530 --> 00:34:51,930 actually mentioned the voice of 1096 00:34:51,930 --> 00:34:53,090 the customer, because I think 1097 00:34:53,090 --> 00:34:55,550 that the digital transformation journey... 1098 00:34:55,780 --> 00:34:56,800 Look, first and foremost, you need 1099 00:34:56,800 --> 00:34:58,240 to be on one. Otherwise 1100 00:34:58,240 --> 00:34:59,010 you're going to have trouble 1101 00:34:59,050 --> 00:35:00,890 in the short term. But 1102 00:35:00,890 --> 00:35:01,890 it's starting to accelerate the 1103 00:35:01,890 --> 00:35:03,450 different type of conversation because I 1104 00:35:03,450 --> 00:35:05,280 think your roadmap was going 1105 00:35:05,280 --> 00:35:06,660 one direction. But now through 1106 00:35:06,660 --> 00:35:07,760 listening to voice of customer 1107 00:35:07,760 --> 00:35:09,720 and necessity you will be 1108 00:35:09,720 --> 00:35:11,460 changing that. So we'll be looking a 1109 00:35:11,460 --> 00:35:13,330 lot more at stuff like 1110 00:35:13,400 --> 00:35:15,940 customer self- help stuff like 1111 00:35:15,940 --> 00:35:17,150 where your Genesys platform can 1112 00:35:17,150 --> 00:35:18,560 bring all communications types into 1113 00:35:18,560 --> 00:35:19,810 one space where we can 1114 00:35:19,810 --> 00:35:20,630 actually make sense of that 1115 00:35:20,630 --> 00:35:22,620 data and actually start delivering 1116 00:35:22,620 --> 00:35:23,860 on what customers want. Because 1117 00:35:23,860 --> 00:35:25,190 I think if you had 1118 00:35:25,190 --> 00:35:26,120 a tough market that you're 1119 00:35:26,120 --> 00:35:27,880 in before, it's going to get even tougher 1120 00:35:27,880 --> 00:35:28,920 now, as people feel this 1121 00:35:28,920 --> 00:35:31,040 economic push. So yes, absolutely 1122 00:35:31,290 --> 00:35:32,130 it will accelerate. But I 1123 00:35:32,130 --> 00:35:33,290 think that if we clever 1124 00:35:33,430 --> 00:35:34,300 and we manage that data 1125 00:35:34,300 --> 00:35:36,330 properly, we'll be accelerating the 1126 00:35:36,330 --> 00:35:37,470 right things in the digital 1127 00:35:37,500 --> 00:35:40,950 space. Right. So Sheila I 1128 00:35:41,190 --> 00:35:41,950 wanted to go back to 1129 00:35:41,950 --> 00:35:44,180 that slide that you had 1130 00:35:44,180 --> 00:35:46,070 with a study that talks 1131 00:35:46,070 --> 00:35:48,370 about... You highlighted digital transformation 1132 00:35:48,370 --> 00:35:49,170 as one of the top 1133 00:35:49,500 --> 00:35:51,690 technology priorities for CX, but 1134 00:35:51,720 --> 00:35:53,980 also and I like how you 1135 00:35:53,980 --> 00:35:57,280 highlighted personalization of services and 1136 00:35:57,280 --> 00:35:58,970 cloud solutions. So do you 1137 00:35:58,970 --> 00:36:00,410 see a critical connection between 1138 00:36:00,410 --> 00:36:02,090 the cloud, as an enabler 1139 00:36:02,090 --> 00:36:03,780 to provide agility and flexibility 1140 00:36:04,070 --> 00:36:05,240 for companies to implement new 1141 00:36:05,380 --> 00:36:07,500 digital channels and deliver personalized 1142 00:36:07,500 --> 00:36:10,960 experiences? So it's interesting just 1143 00:36:10,960 --> 00:36:13,220 today and probably later today, 1144 00:36:13,540 --> 00:36:14,600 a new article that I 1145 00:36:14,600 --> 00:36:15,800 wrote for No Jitter is 1146 00:36:15,800 --> 00:36:17,530 going to post, and it's 1147 00:36:17,570 --> 00:36:21,040 called Google Contact Center AI 1148 00:36:21,710 --> 00:36:24,230 Tackles the Unemployment Problem in 1149 00:36:24,230 --> 00:36:26,490 the United States. So here 1150 00:36:26,490 --> 00:36:28,840 in the United States, state 1151 00:36:28,990 --> 00:36:30,710 websites have been going down 1152 00:36:30,710 --> 00:36:31,970 because of so much traffic. 1153 00:36:32,850 --> 00:36:35,520 State contact centers are blocking 1154 00:36:35,520 --> 00:36:36,970 calls because they just don't 1155 00:36:36,970 --> 00:36:39,070 even have enough circuits. Right. 1156 00:36:39,900 --> 00:36:40,670 So one of the things 1157 00:36:40,670 --> 00:36:42,840 that Google working with some 1158 00:36:42,840 --> 00:36:44,340 of their partners like Genesys 1159 00:36:44,710 --> 00:36:46,120 has been doing is helping 1160 00:36:46,120 --> 00:36:49,490 the States bring on some 1161 00:36:49,490 --> 00:36:52,300 early box onto the websites. 1162 00:36:52,640 --> 00:36:55,040 Okay. So the websites are 1163 00:36:55,040 --> 00:36:56,880 clearly cloud driven because the 1164 00:36:56,880 --> 00:36:58,370 web is based on the internet. 1165 00:36:59,290 --> 00:37:00,810 And for these States and 1166 00:37:00,810 --> 00:37:03,240 it includes Illinois, New York 1167 00:37:03,350 --> 00:37:05,300 and Oklahoma. They've been able 1168 00:37:05,300 --> 00:37:09,270 to quickly get box up 1169 00:37:09,270 --> 00:37:10,300 and running on the website 1170 00:37:10,950 --> 00:37:12,480 to try to deflect some 1171 00:37:12,480 --> 00:37:14,130 of the simple questions so 1172 00:37:14,130 --> 00:37:15,780 that the more difficult questions 1173 00:37:15,780 --> 00:37:17,160 can go to the agents 1174 00:37:17,410 --> 00:37:19,040 and the agents aren't overwhelmed 1175 00:37:20,750 --> 00:37:21,890 with simple questions that could 1176 00:37:21,890 --> 00:37:23,190 be answered in other ways. 1177 00:37:23,930 --> 00:37:24,740 But one of the points 1178 00:37:24,740 --> 00:37:26,440 that was made by Antony 1179 00:37:26,440 --> 00:37:28,170 Passemard, from Google when he 1180 00:37:28,170 --> 00:37:29,990 and I spoke was that 1181 00:37:30,980 --> 00:37:32,690 initially they could do web 1182 00:37:32,690 --> 00:37:34,500 because some of these contact 1183 00:37:34,500 --> 00:37:35,860 centers in the States are 1184 00:37:35,860 --> 00:37:37,850 not cloud- based, right. And 1185 00:37:37,850 --> 00:37:39,640 so it's not easy to 1186 00:37:39,640 --> 00:37:42,100 connect what's happening on the 1187 00:37:42,100 --> 00:37:45,150 web to an agent. So 1188 00:37:45,150 --> 00:37:46,480 what if somebody is in 1189 00:37:46,480 --> 00:37:48,040 that bot and needs to 1190 00:37:48,040 --> 00:37:49,590 connect to a voice agent? 1191 00:37:49,920 --> 00:37:51,130 Well, in the short term, 1192 00:37:51,340 --> 00:37:52,630 they're not necessarily able to 1193 00:37:52,630 --> 00:37:54,410 do that, right. And the short 1194 00:37:54,410 --> 00:37:56,310 term, they're only able to 1195 00:37:56,310 --> 00:37:57,290 do the web based and 1196 00:37:57,290 --> 00:38:00,560 then say call. But imagine 1197 00:38:00,560 --> 00:38:02,160 a company that had already 1198 00:38:02,160 --> 00:38:03,630 moved to the cloud, right. 1199 00:38:03,840 --> 00:38:04,760 They would be able to 1200 00:38:04,760 --> 00:38:07,530 make that connection between artificial 1201 00:38:07,530 --> 00:38:10,390 intelligence bots and voice connections 1202 00:38:10,580 --> 00:38:12,920 much more easily. So there's 1203 00:38:12,920 --> 00:38:14,990 this notion that we need 1204 00:38:14,990 --> 00:38:17,130 more digital services. Some of 1205 00:38:17,130 --> 00:38:20,380 those we can supply, even 1206 00:38:20,380 --> 00:38:22,080 if the contact center is not 1207 00:38:22,150 --> 00:38:23,840 in the cloud yet, but 1208 00:38:23,840 --> 00:38:25,370 the vision should be to 1209 00:38:27,080 --> 00:38:27,790 the point that was made 1210 00:38:27,790 --> 00:38:28,970 earlier by Paul and Colin. 1211 00:38:29,540 --> 00:38:30,390 How do we get these 1212 00:38:30,390 --> 00:38:32,220 all working together? And the 1213 00:38:32,220 --> 00:38:33,420 way to do that is 1214 00:38:33,420 --> 00:38:34,080 for them all to be 1215 00:38:34,080 --> 00:38:35,110 in the cloud and able 1216 00:38:35,230 --> 00:38:37,930 share information and data on 1217 00:38:37,930 --> 00:38:40,880 a cloud basis. That is 1218 00:38:40,880 --> 00:38:41,970 such a great point. It 1219 00:38:41,970 --> 00:38:43,020 was just yesterday I was 1220 00:38:43,020 --> 00:38:44,210 having a conversation with one 1221 00:38:44,210 --> 00:38:45,950 of my colleagues in business 1222 00:38:45,950 --> 00:38:47,790 consulting, and we were talking 1223 00:38:47,790 --> 00:38:49,670 about how we may have 1224 00:38:49,670 --> 00:38:52,570 a preconceived perception that, but 1225 00:38:53,060 --> 00:38:54,930 go against empathy. But in 1226 00:38:55,340 --> 00:38:56,230 the context of what we're 1227 00:38:56,230 --> 00:38:57,930 living today as a consumer, 1228 00:38:58,210 --> 00:38:59,370 you want an answer, right? 1229 00:38:59,370 --> 00:39:01,500 So perhaps the most empathetic 1230 00:39:01,500 --> 00:39:03,260 way to really be there 1231 00:39:03,260 --> 00:39:04,650 for your customers could be 1232 00:39:04,690 --> 00:39:06,290 through a bot that it's 1233 00:39:06,290 --> 00:39:07,780 actually providing you the answer 1234 00:39:07,780 --> 00:39:08,750 that you're looking for, and you don't 1235 00:39:08,750 --> 00:39:09,880 need to wait for an agent to be 1236 00:39:09,880 --> 00:39:12,040 available. Right. And so to your 1237 00:39:12,040 --> 00:39:13,390 point, the cloud is actually 1238 00:39:13,390 --> 00:39:15,550 what's enabling the agility that 1239 00:39:15,550 --> 00:39:16,920 companies may have to work 1240 00:39:16,920 --> 00:39:19,080 with Google. And us or 1241 00:39:19,090 --> 00:39:20,250 others, but just to make 1242 00:39:20,250 --> 00:39:21,400 sure that you have that 1243 00:39:21,400 --> 00:39:23,190 ability to quickly adapt the 1244 00:39:23,190 --> 00:39:25,140 bot to whatever the priorities are 1245 00:39:25,140 --> 00:39:26,860 for your customer. So I 1246 00:39:26,860 --> 00:39:30,830 think that that is so fantastic. Now Paul, 1247 00:39:31,150 --> 00:39:32,080 I would like to now 1248 00:39:32,080 --> 00:39:33,970 switch gears back to the 1249 00:39:33,970 --> 00:39:35,400 impact on the workforce, right? 1250 00:39:35,400 --> 00:39:36,500 It is very important that we 1251 00:39:36,500 --> 00:39:38,260 talk about since we're talking about empathy 1252 00:39:38,560 --> 00:39:40,870 that we talk about our employees. So 1253 00:39:40,870 --> 00:39:42,590 the question for you has 1254 00:39:42,590 --> 00:39:43,930 this crisis and the fact 1255 00:39:43,930 --> 00:39:45,830 that your agents are working 1256 00:39:45,830 --> 00:39:47,240 from home, have been working 1257 00:39:47,240 --> 00:39:47,990 from home now for a 1258 00:39:47,990 --> 00:39:50,680 while. Has that affected the 1259 00:39:50,680 --> 00:39:52,160 productivity in your contact centers? 1260 00:39:54,280 --> 00:39:55,580 Well, anytime that you have 1261 00:39:55,580 --> 00:39:57,150 an accelerated launch of a 1262 00:39:57,150 --> 00:39:59,420 major new technology platform, you're 1263 00:39:59,420 --> 00:40:00,880 going to experience some bumps. 1264 00:40:01,800 --> 00:40:03,320 Initially our biggest issue was 1265 00:40:03,320 --> 00:40:05,010 the database issue. All our 1266 00:40:05,010 --> 00:40:06,570 operational reporting was built around 1267 00:40:06,570 --> 00:40:08,070 the on premise system. So 1268 00:40:08,070 --> 00:40:09,040 when the cut over happened 1269 00:40:09,040 --> 00:40:10,550 that produced some data blindness 1270 00:40:10,550 --> 00:40:11,500 that we had to work 1271 00:40:11,500 --> 00:40:13,520 very quickly to resolve. Now, 1272 00:40:13,520 --> 00:40:15,540 from a production standpoint, we 1273 00:40:15,700 --> 00:40:17,050 initially saw about a seven 1274 00:40:17,050 --> 00:40:18,700 day period in which production 1275 00:40:18,700 --> 00:40:20,270 levels were soft as agents 1276 00:40:20,270 --> 00:40:21,760 adjusted to the new platform 1277 00:40:21,760 --> 00:40:24,070 and working environment. However, we 1278 00:40:24,070 --> 00:40:26,360 rebounded very well. One thing 1279 00:40:26,360 --> 00:40:28,140 we noticed was greater availability 1280 00:40:28,140 --> 00:40:29,610 of agents working from home and 1281 00:40:29,840 --> 00:40:31,250 no commute. And if anyone's 1282 00:40:31,250 --> 00:40:32,440 familiar with the Seattle area 1283 00:40:32,440 --> 00:40:34,390 or the 405 that community 1284 00:40:34,590 --> 00:40:35,650 means at least an hour 1285 00:40:35,650 --> 00:40:37,420 or two each way. It 1286 00:40:37,420 --> 00:40:39,260 also meant ease of breaks, 1287 00:40:39,260 --> 00:40:40,970 the ability to be constantly 1288 00:40:40,970 --> 00:40:42,250 engaged. So we are actually 1289 00:40:42,250 --> 00:40:43,820 seeing the number of hours 1290 00:40:43,820 --> 00:40:46,300 agents spend on cue increase 1291 00:40:46,440 --> 00:40:47,300 compared to what we saw 1292 00:40:47,300 --> 00:40:49,240 in the office. So this increased 1293 00:40:49,680 --> 00:40:51,200 availability coupled with the heightened 1294 00:40:51,200 --> 00:40:53,390 demand for life insurance as 1295 00:40:53,390 --> 00:40:55,170 well as our unique position 1296 00:40:55,170 --> 00:40:56,420 in the market means that 1297 00:40:56,770 --> 00:40:58,210 April's actually turned into one of 1298 00:40:58,210 --> 00:40:59,530 our strongest sales months in 1299 00:40:59,530 --> 00:41:04,910 recent history. Wow. We've heard 1300 00:41:04,910 --> 00:41:06,770 that from multiple organizations, that 1301 00:41:07,120 --> 00:41:09,570 productivity is actually just going 1302 00:41:09,570 --> 00:41:10,970 up consistently. And I was 1303 00:41:11,080 --> 00:41:11,470 just going to say, it's 1304 00:41:11,470 --> 00:41:14,040 funny that you said the 405 and the commute 1305 00:41:14,040 --> 00:41:15,430 because I'm in the 305, which 1306 00:41:15,430 --> 00:41:17,830 is Miami. And I would like to 1307 00:41:17,830 --> 00:41:18,750 say to the community out 1308 00:41:18,850 --> 00:41:19,670 here, down here in Miami 1309 00:41:19,670 --> 00:41:20,920 is probably a lot worse, 1310 00:41:20,920 --> 00:41:22,030 although right now it's been 1311 00:41:22,470 --> 00:41:24,610 pretty good. But now let 1312 00:41:24,610 --> 00:41:25,640 me ask you on the 1313 00:41:25,640 --> 00:41:27,500 flip side though. Sheila talked 1314 00:41:27,500 --> 00:41:29,490 about the strategies that organizations 1315 00:41:29,490 --> 00:41:31,270 are taking to optimize the 1316 00:41:31,270 --> 00:41:33,830 workplace environment in the current situation and 1317 00:41:33,830 --> 00:41:35,840 into the future. And she 1318 00:41:35,840 --> 00:41:37,510 also highlighted some things that 1319 00:41:37,510 --> 00:41:38,990 are really, really critical right 1320 00:41:38,990 --> 00:41:40,610 now. Things like mental and 1321 00:41:40,960 --> 00:41:43,770 physical health, activity programs. So 1322 00:41:43,770 --> 00:41:45,140 what's the impact that your 1323 00:41:45,140 --> 00:41:46,110 company has seen in your 1324 00:41:46,110 --> 00:41:48,150 employees from that perspective, particularly 1325 00:41:48,150 --> 00:41:49,910 agents, obviously agents and supervisors 1326 00:41:50,310 --> 00:41:52,030 in terms of wellness and what are some of the 1327 00:41:52,030 --> 00:41:54,500 actions that your organization is taking 1328 00:41:54,500 --> 00:41:56,580 or is considering in terms 1329 00:41:56,580 --> 00:42:00,740 of wellness? I really appreciate 1330 00:42:00,740 --> 00:42:01,850 Sheila speaking about that and 1331 00:42:01,850 --> 00:42:03,230 bringing it up because I 1332 00:42:03,230 --> 00:42:04,160 see this as a valid 1333 00:42:04,160 --> 00:42:06,580 concern. I was discussing with 1334 00:42:06,580 --> 00:42:07,520 some of my colleagues at 1335 00:42:07,520 --> 00:42:08,710 other companies just the other 1336 00:42:08,710 --> 00:42:10,500 day. And as a whole, 1337 00:42:10,700 --> 00:42:12,200 we are seeing increases in 1338 00:42:12,200 --> 00:42:14,040 potential burnout and depression due 1339 00:42:14,040 --> 00:42:15,450 to this blurred line between 1340 00:42:15,450 --> 00:42:17,900 work and home. So as 1341 00:42:17,900 --> 00:42:19,470 a leadership team at eFinancial, 1342 00:42:19,920 --> 00:42:21,050 we're getting ahead of this, 1343 00:42:21,340 --> 00:42:22,470 both our CEO and our 1344 00:42:22,470 --> 00:42:24,070 president have touched on this 1345 00:42:24,070 --> 00:42:25,450 in their company wide messaging. 1346 00:42:25,800 --> 00:42:26,930 And we're talking with our 1347 00:42:26,930 --> 00:42:28,110 managers to ensure that they're 1348 00:42:28,110 --> 00:42:29,140 looking out for the signs 1349 00:42:29,140 --> 00:42:31,230 of stress that's present or 1350 00:42:31,230 --> 00:42:32,320 could be present in their 1351 00:42:32,600 --> 00:42:34,740 employees. eFinancial is also a 1352 00:42:34,740 --> 00:42:36,210 really big believer in promoting 1353 00:42:36,400 --> 00:42:37,950 company culture and making a 1354 00:42:37,950 --> 00:42:39,480 positive work environment. And we 1355 00:42:39,480 --> 00:42:41,520 decided that working from is not going to 1356 00:42:41,520 --> 00:42:43,170 change that. Just last week 1357 00:42:43,170 --> 00:42:44,600 our eFly squad, that's our 1358 00:42:44,600 --> 00:42:46,050 culture team. They put together 1359 00:42:46,050 --> 00:42:47,330 a company wide scavenger hunt 1360 00:42:47,370 --> 00:42:49,100 designed to increase employee face 1361 00:42:49,100 --> 00:42:51,120 to face communication over in one environment. 1362 00:42:51,150 --> 00:42:53,290 And that was very successful 1363 00:42:53,290 --> 00:42:56,400 as well. Yeah. Sheila anything 1364 00:42:56,640 --> 00:42:57,930 that you would like to add on that topic? 1365 00:42:57,930 --> 00:42:58,750 I know that you're very 1366 00:42:58,750 --> 00:42:59,810 passionate about this and you 1367 00:42:59,810 --> 00:43:00,470 brought it up for a 1368 00:43:00,470 --> 00:43:02,410 reason, so any additional thoughts 1369 00:43:02,410 --> 00:43:04,880 on that? Yeah, the one 1370 00:43:04,920 --> 00:43:06,270 additional thing that I think 1371 00:43:06,270 --> 00:43:07,970 is important for agents in 1372 00:43:07,970 --> 00:43:09,640 this situation, and it also helps 1373 00:43:09,640 --> 00:43:12,140 customers is to re- look 1374 00:43:12,140 --> 00:43:14,450 at the empowerment of agents, 1375 00:43:14,850 --> 00:43:16,430 and what they're enabled to 1376 00:43:16,430 --> 00:43:18,300 do. So when you're sitting 1377 00:43:18,300 --> 00:43:19,770 in an office, you can 1378 00:43:19,770 --> 00:43:21,420 go to a supervisor, you 1379 00:43:21,420 --> 00:43:22,660 can put a call on 1380 00:43:22,660 --> 00:43:23,640 hold and try and get 1381 00:43:23,640 --> 00:43:25,860 a supervisor. It's not as 1382 00:43:25,860 --> 00:43:27,010 easy to do that when 1383 00:43:27,010 --> 00:43:28,830 you're working from home. So 1384 00:43:29,010 --> 00:43:31,980 if there are levels like 1385 00:43:31,980 --> 00:43:35,620 in a financial situation where 1386 00:43:35,930 --> 00:43:37,120 agents are empowered to go 1387 00:43:37,120 --> 00:43:37,960 to a certain level and 1388 00:43:37,960 --> 00:43:39,650 not beyond, maybe this is 1389 00:43:39,650 --> 00:43:40,900 a time to re- look 1390 00:43:40,900 --> 00:43:42,840 at those levels. If there 1391 00:43:42,840 --> 00:43:45,880 are the types of refunds 1392 00:43:46,100 --> 00:43:49,120 that are possible we may 1393 00:43:49,120 --> 00:43:49,970 want to re- look at 1394 00:43:49,970 --> 00:43:51,410 the level that an agent 1395 00:43:51,410 --> 00:43:53,330 is empowered to do that 1396 00:43:53,560 --> 00:43:55,660 because our customers are looking 1397 00:43:55,660 --> 00:43:58,010 for more empathy. Our agents 1398 00:43:58,010 --> 00:44:00,410 don't have the physical support 1399 00:44:00,410 --> 00:44:01,340 they've had in the past. 1400 00:44:01,430 --> 00:44:03,270 And I think it's another area where 1401 00:44:03,370 --> 00:44:05,310 we can make things smoother 1402 00:44:05,530 --> 00:44:07,130 by re- looking at our 1403 00:44:07,230 --> 00:44:11,210 guidelines. Yeah. Now, since we're 1404 00:44:11,210 --> 00:44:13,270 on this topic and thinking 1405 00:44:13,270 --> 00:44:15,250 also about the new normal 1406 00:44:15,290 --> 00:44:17,920 and what are the next 1407 00:44:17,920 --> 00:44:20,310 steps, what's next. Paul let 1408 00:44:20,310 --> 00:44:21,130 me just go back to 1409 00:44:21,130 --> 00:44:22,300 your first on this one. 1410 00:44:23,630 --> 00:44:24,970 So I know that you and 1411 00:44:25,270 --> 00:44:26,560 your organization are working on 1412 00:44:26,560 --> 00:44:28,300 a back to work plan. 1413 00:44:28,620 --> 00:44:29,530 Would you share with us 1414 00:44:29,590 --> 00:44:31,350 what that looks like? And 1415 00:44:31,350 --> 00:44:32,230 I also understand that you 1416 00:44:32,230 --> 00:44:33,660 were even considering implementing a 1417 00:44:33,660 --> 00:44:35,790 permanent working from home program 1418 00:44:35,790 --> 00:44:36,910 for some of your agents. If this 1419 00:44:37,530 --> 00:44:39,000 is correct would you share 1420 00:44:39,000 --> 00:44:39,610 a little bit more with 1421 00:44:39,610 --> 00:44:41,970 us on that? This is 1422 00:44:41,970 --> 00:44:44,370 correct. We are happily in 1423 00:44:44,370 --> 00:44:45,580 the process of creating our 1424 00:44:45,580 --> 00:44:46,820 back to work plans. That's 1425 00:44:47,010 --> 00:44:48,530 an exciting period for us 1426 00:44:48,530 --> 00:44:50,210 right now, and we're exploring 1427 00:44:50,210 --> 00:44:51,400 a lot of different options 1428 00:44:51,400 --> 00:44:52,530 such as what's it look 1429 00:44:52,530 --> 00:44:54,120 like to have full or half 1430 00:44:54,120 --> 00:44:57,730 remote offers? What about flexible hours 1431 00:44:58,010 --> 00:44:59,530 depending on role and tenure? 1432 00:44:59,970 --> 00:45:01,180 One silver lining to this 1433 00:45:01,180 --> 00:45:02,630 crisis is that we've learned 1434 00:45:02,630 --> 00:45:04,480 that offering greater flexibility won't 1435 00:45:04,480 --> 00:45:06,620 necessarily detract from our productivity. 1436 00:45:07,040 --> 00:45:08,250 And this can, and probably 1437 00:45:08,250 --> 00:45:09,300 will become a factor in 1438 00:45:09,300 --> 00:45:11,510 our recruiting efforts nationwide. It 1439 00:45:11,510 --> 00:45:12,610 allows us to become more 1440 00:45:12,610 --> 00:45:14,970 geographically agnostic for our agents, 1441 00:45:14,970 --> 00:45:16,330 for our operations staff, for 1442 00:45:16,330 --> 00:45:18,240 everybody, because we now know 1443 00:45:18,240 --> 00:45:19,350 that we have the capability to work 1444 00:45:19,900 --> 00:45:23,020 and produce from home. That's 1445 00:45:23,020 --> 00:45:24,660 a great point. And I think, like I said, 1446 00:45:24,660 --> 00:45:26,630 we're seeing this across the board, so 1447 00:45:26,630 --> 00:45:27,820 I would totally agree that 1448 00:45:27,970 --> 00:45:29,240 this is something that, to 1449 00:45:29,240 --> 00:45:30,360 your point that we thought 1450 00:45:30,360 --> 00:45:32,340 the productivity could be affected, 1451 00:45:32,340 --> 00:45:34,000 but reality is that it 1452 00:45:34,380 --> 00:45:36,570 is the opposite. Now Colin, 1453 00:45:37,190 --> 00:45:38,120 I wanted to also go 1454 00:45:38,120 --> 00:45:39,800 back to the perspective of 1455 00:45:39,800 --> 00:45:40,980 the business per se, right? 1456 00:45:40,980 --> 00:45:42,330 So you're in the retail 1457 00:45:42,330 --> 00:45:44,010 industry and we know that 1458 00:45:44,010 --> 00:45:46,140 eCommerce before this whole thing 1459 00:45:46,140 --> 00:45:47,690 happened eCommerce was already in 1460 00:45:47,690 --> 00:45:50,330 the path forward for the 1461 00:45:50,330 --> 00:45:51,520 retail industry. Right? And it's 1462 00:45:51,520 --> 00:45:52,620 rapidly increasing. And I think 1463 00:45:52,800 --> 00:45:54,600 that obviously this is across 1464 00:45:54,610 --> 00:45:56,130 the globe. But in this new 1465 00:45:56,130 --> 00:45:59,230 normal from your perspective, is 1466 00:45:59,230 --> 00:46:03,710 eCommerce becoming essential? What are 1467 00:46:03,710 --> 00:46:04,850 the key elements that will 1468 00:46:04,850 --> 00:46:06,720 be absolutely critical in succeeding 1469 00:46:06,720 --> 00:46:08,100 and even surviving in the 1470 00:46:08,100 --> 00:46:11,620 eCommerce world? Yeah, absolutely. I 1471 00:46:11,620 --> 00:46:13,430 think that eCommerce has been 1472 00:46:13,430 --> 00:46:14,410 around for quite some time, 1473 00:46:14,410 --> 00:46:15,570 but in the new normal, 1474 00:46:15,570 --> 00:46:16,390 you're going to have a 1475 00:46:16,390 --> 00:46:17,510 new normal of eCommerce as 1476 00:46:17,510 --> 00:46:19,060 well. You're going to have 1477 00:46:19,060 --> 00:46:19,870 to be stepping up your 1478 00:46:19,870 --> 00:46:20,750 service levels. You're going to 1479 00:46:20,750 --> 00:46:21,980 be having to step up 1480 00:46:21,980 --> 00:46:23,090 your context. And I think 1481 00:46:23,090 --> 00:46:23,900 we keep coming back to 1482 00:46:23,900 --> 00:46:26,920 this the consumer who's going 1483 00:46:26,920 --> 00:46:27,960 to be a scarce commodity 1484 00:46:27,960 --> 00:46:29,420 because of the economic climate. 1485 00:46:29,830 --> 00:46:30,940 And they're going to want you to 1486 00:46:30,940 --> 00:46:32,260 have context, and then we're going to want you 1487 00:46:32,260 --> 00:46:33,470 to understand who they are and what 1488 00:46:33,470 --> 00:46:34,560 they need to do or where 1489 00:46:35,390 --> 00:46:36,210 they need to be. So 1490 00:46:36,640 --> 00:46:38,580 we will be accelerating conversations 1491 00:46:38,580 --> 00:46:40,190 with Genesys around things like 1492 00:46:40,200 --> 00:46:43,280 Altocloud. And funny that we 1493 00:46:43,280 --> 00:46:44,160 were talking about bot as 1494 00:46:44,160 --> 00:46:45,230 well. So just making sure 1495 00:46:45,230 --> 00:46:46,610 that a bot is not 1496 00:46:46,610 --> 00:46:47,770 just about call deflection, but 1497 00:46:47,770 --> 00:46:49,350 it's also about being able 1498 00:46:49,350 --> 00:46:50,270 to give context to an 1499 00:46:50,270 --> 00:46:51,380 agents as to what the 1500 00:46:51,380 --> 00:46:52,770 customer journey is from an 1501 00:46:52,770 --> 00:46:55,130 eCommerce perspective. And then I 1502 00:46:55,130 --> 00:46:56,530 think more from the brick 1503 00:46:56,530 --> 00:46:58,530 and mortar perspective especially being 1504 00:46:58,530 --> 00:47:00,610 in fashion, retail, eCommerce and 1505 00:47:00,610 --> 00:47:02,650 the click and collect scenario, 1506 00:47:02,650 --> 00:47:04,480 especially with fashion. People will 1507 00:47:04,480 --> 00:47:05,330 want to come back and 1508 00:47:05,610 --> 00:47:06,720 come into store to collect, 1509 00:47:07,130 --> 00:47:08,620 to try on garments and 1510 00:47:08,620 --> 00:47:09,210 to have a touch and 1511 00:47:09,210 --> 00:47:12,110 feel of these things. So the 1512 00:47:12,110 --> 00:47:13,530 last mile of the eCommerce journey 1513 00:47:13,650 --> 00:47:14,700 is also quite important to 1514 00:47:14,700 --> 00:47:16,300 us where potentially there'll be 1515 00:47:16,300 --> 00:47:17,900 paying in store. Maybe they 1516 00:47:17,900 --> 00:47:18,850 don't want to be parting 1517 00:47:18,850 --> 00:47:20,430 away with cash anymore. They 1518 00:47:20,430 --> 00:47:22,240 might want to contact as payment methods 1519 00:47:22,480 --> 00:47:23,470 such as Apple Pay or 1520 00:47:23,520 --> 00:47:25,310 Samsung Pay or QR codes. 1521 00:47:25,940 --> 00:47:27,340 So the entire ecosystem around 1522 00:47:27,340 --> 00:47:29,330 eCommerce is going to shift, 1523 00:47:29,330 --> 00:47:30,870 but I do think that the fundamental 1524 00:47:30,870 --> 00:47:32,740 thread will be using things 1525 00:47:32,740 --> 00:47:34,300 like Altocloud to give you customer 1526 00:47:34,300 --> 00:47:35,410 context and help you drive 1527 00:47:35,410 --> 00:47:40,030 their sales numbers. Right. I 1528 00:47:40,030 --> 00:47:44,620 think what this tells us is that again, Sheila made this comment 1529 00:47:44,620 --> 00:47:46,340 at the very beginning. The new 1530 00:47:46,340 --> 00:47:48,240 normal based on what the 1531 00:47:48,240 --> 00:47:49,340 experience that we're going through 1532 00:47:49,340 --> 00:47:50,630 right now, as challenging as 1533 00:47:50,630 --> 00:47:51,670 it is, is also making us see things 1534 00:47:52,390 --> 00:47:53,450 in a very different way. 1535 00:47:53,450 --> 00:47:55,400 So, Sheila, I'm going to ask 1536 00:47:55,400 --> 00:47:56,730 you the million dollar question, 1537 00:47:56,950 --> 00:47:59,670 right. How will contact centers 1538 00:47:59,780 --> 00:48:01,760 become more essential in this 1539 00:48:02,010 --> 00:48:03,830 new normal from your perspective? 1540 00:48:05,200 --> 00:48:07,620 So if you would bring 1541 00:48:07,620 --> 00:48:10,810 up my last slide. No, 1542 00:48:11,220 --> 00:48:12,480 we'll bring that up in 1543 00:48:12,480 --> 00:48:14,280 a second. Nevermind. Okay. So 1544 00:48:14,280 --> 00:48:15,370 new normal, what does it 1545 00:48:15,370 --> 00:48:16,640 look like? And I'd like 1546 00:48:16,640 --> 00:48:17,660 to talk about it from 1547 00:48:17,660 --> 00:48:19,460 two perspectives. Let's first talk about 1548 00:48:19,670 --> 00:48:21,540 the agent perspective and Colin 1549 00:48:21,540 --> 00:48:23,380 and Paul have already started 1550 00:48:23,480 --> 00:48:25,660 talking about this. But I 1551 00:48:25,660 --> 00:48:27,560 think it goes even further 1552 00:48:27,560 --> 00:48:28,370 than we're going to be 1553 00:48:28,370 --> 00:48:29,860 able to have more work 1554 00:48:29,860 --> 00:48:31,280 from home agents because we 1555 00:48:31,390 --> 00:48:33,260 proved the case now, right? 1556 00:48:33,550 --> 00:48:34,970 The technology has always been there 1557 00:48:34,970 --> 00:48:36,430 to do it, but there's been 1558 00:48:36,450 --> 00:48:38,700 some reticence on the part 1559 00:48:38,700 --> 00:48:40,920 of companies sometimes. I think 1560 00:48:40,920 --> 00:48:42,370 it also now begins to 1561 00:48:42,370 --> 00:48:45,440 impact our hiring guidelines in 1562 00:48:45,440 --> 00:48:47,260 a positive way. So one 1563 00:48:47,260 --> 00:48:48,040 of the things we'll look 1564 00:48:48,040 --> 00:48:50,040 for is someone who does 1565 00:48:50,040 --> 00:48:51,410 have an environment at home 1566 00:48:51,550 --> 00:48:52,830 that will allow them to 1567 00:48:52,830 --> 00:48:55,670 work from home. We also 1568 00:48:55,670 --> 00:48:57,110 want to be able to 1569 00:48:57,750 --> 00:49:00,060 now give much more flexible 1570 00:49:00,060 --> 00:49:01,630 schedules than perhaps we were 1571 00:49:01,630 --> 00:49:02,810 able to offer in the 1572 00:49:02,810 --> 00:49:04,270 past. So it could be 1573 00:49:04,270 --> 00:49:05,430 that somebody wanted to work 1574 00:49:05,430 --> 00:49:07,140 for you, but they couldn't 1575 00:49:07,140 --> 00:49:09,160 work 9: 00 to 5: 1576 00:49:09,160 --> 00:49:11,610 00 or the 2:00 to 10: 00 1577 00:49:11,610 --> 00:49:13,480 shifts that you wanted. And 1578 00:49:13,480 --> 00:49:14,830 now if you enable that 1579 00:49:14,830 --> 00:49:15,820 as a work from home, 1580 00:49:15,960 --> 00:49:17,860 suddenly it opens up the 1581 00:49:17,860 --> 00:49:19,500 possibilities to a workforce that 1582 00:49:19,500 --> 00:49:20,370 may not have been able 1583 00:49:20,370 --> 00:49:21,150 to work with you in 1584 00:49:21,150 --> 00:49:22,760 the past. Right? So I 1585 00:49:22,760 --> 00:49:24,890 think this is a very positive 1586 00:49:24,890 --> 00:49:27,500 changes for agents and for 1587 00:49:27,620 --> 00:49:30,410 retention of workforce and finding 1588 00:49:30,440 --> 00:49:32,260 new talent that come out 1589 00:49:32,300 --> 00:49:34,100 of this and that become 1590 00:49:34,260 --> 00:49:37,330 the new normal. And then 1591 00:49:37,900 --> 00:49:40,200 Colin and Paul both mentioned 1592 00:49:40,200 --> 00:49:43,050 this and artificial intelligence I 1593 00:49:43,050 --> 00:49:45,600 think comes out of this 1594 00:49:45,600 --> 00:49:48,100 initial pandemic smelling like a 1595 00:49:48,100 --> 00:49:49,390 rose. Let's put it that 1596 00:49:49,450 --> 00:49:51,460 way. If we could say 1597 00:49:51,460 --> 00:49:58,470 that invention that... I've lost 1598 00:49:58,470 --> 00:49:59,810 my train of thought. Invention or 1599 00:49:59,810 --> 00:50:03,590 whatever. I think we're going 1600 00:50:03,590 --> 00:50:06,530 to have more innovation come 1601 00:50:06,530 --> 00:50:09,810 forward into our general everyday 1602 00:50:09,880 --> 00:50:12,740 operations, much more quickly than 1603 00:50:12,740 --> 00:50:13,870 we thought that we would 1604 00:50:13,870 --> 00:50:16,140 have. And I think the 1605 00:50:16,140 --> 00:50:18,700 reason is that think about 1606 00:50:18,700 --> 00:50:21,560 those States that are suddenly 1607 00:50:21,560 --> 00:50:22,690 using a bot on their 1608 00:50:22,690 --> 00:50:24,330 website. And if you would 1609 00:50:24,350 --> 00:50:25,570 ask them three months ago 1610 00:50:25,570 --> 00:50:27,810 about using artificial intelligence, they 1611 00:50:27,810 --> 00:50:28,520 would have looked at you 1612 00:50:28,520 --> 00:50:30,010 like you were crazy, but 1613 00:50:30,010 --> 00:50:31,300 they needed to do it 1614 00:50:31,830 --> 00:50:34,150 to necessity. It's not just 1615 00:50:34,150 --> 00:50:35,440 the mother of invention. It's 1616 00:50:35,440 --> 00:50:37,190 the mother of innovation. That 1617 00:50:37,190 --> 00:50:37,980 was the phrase that I 1618 00:50:37,980 --> 00:50:40,750 wanted to use. Right. I 1619 00:50:40,750 --> 00:50:42,180 think what we're finding here 1620 00:50:42,180 --> 00:50:43,930 is that companies are looking 1621 00:50:43,930 --> 00:50:45,240 back at some of those 1622 00:50:45,240 --> 00:50:47,990 artificial intelligence solutions and products 1623 00:50:48,320 --> 00:50:50,220 like was discussed here. Well, 1624 00:50:50,220 --> 00:50:52,220 we thought about Altocloud, but 1625 00:50:52,860 --> 00:50:54,440 this wasn't the time or 1626 00:50:54,440 --> 00:50:56,500 it wasn't the highest priority. 1627 00:50:56,900 --> 00:50:58,070 And suddenly we say, wait 1628 00:50:58,070 --> 00:50:59,440 a minute, in this new 1629 00:50:59,440 --> 00:51:01,270 normal things that were out 1630 00:51:01,270 --> 00:51:02,720 there are now going to 1631 00:51:02,720 --> 00:51:04,910 become part of everyday life. 1632 00:51:05,630 --> 00:51:06,530 So I think those two 1633 00:51:06,530 --> 00:51:08,250 things from a technology point 1634 00:51:08,250 --> 00:51:09,650 of view, I think artificial 1635 00:51:09,650 --> 00:51:11,860 intelligence is going to see a 1636 00:51:11,860 --> 00:51:14,210 bump in adoption. We're going 1637 00:51:14,300 --> 00:51:15,540 to see that move from 1638 00:51:15,730 --> 00:51:18,060 proof of concept to roll 1639 00:51:18,060 --> 00:51:20,630 out happen much more quickly 1640 00:51:20,740 --> 00:51:22,530 than we would've expected three 1641 00:51:22,530 --> 00:51:23,900 months ago. And I think 1642 00:51:23,900 --> 00:51:25,070 we have an opportunity to 1643 00:51:25,070 --> 00:51:27,450 revisit how we hire, how 1644 00:51:27,450 --> 00:51:29,600 we train, and the kind 1645 00:51:29,600 --> 00:51:31,490 of shifts we offer with 1646 00:51:31,490 --> 00:51:34,140 that kind of agent workforce 1647 00:51:34,140 --> 00:51:36,090 flexibility that agents have been looking 1648 00:51:36,090 --> 00:51:37,440 for. I think we're closer 1649 00:51:37,440 --> 00:51:40,900 now to understanding that notion 1650 00:51:40,900 --> 00:51:43,020 of a gig agent, we 1651 00:51:43,020 --> 00:51:44,380 can supply that inside our 1652 00:51:44,380 --> 00:51:45,940 contact center. And we didn't 1653 00:51:45,940 --> 00:51:48,550 realize that we could. Yeah, 1654 00:51:49,030 --> 00:51:50,350 I love that AI is 1655 00:51:50,350 --> 00:51:51,210 going to be smelling like 1656 00:51:51,210 --> 00:51:52,290 a rose, I think that 1657 00:51:52,290 --> 00:51:54,560 that's a quote that has been for the 1658 00:51:54,560 --> 00:51:56,680 posterity. But just a quick 1659 00:51:56,850 --> 00:51:58,610 clarification for those in the audience that 1660 00:51:58,690 --> 00:51:59,370 may not be familiar with Altocloud. That's 1661 00:52:00,080 --> 00:52:02,060 a pretty good engagement solution 1662 00:52:02,060 --> 00:52:03,610 that we have at Genesys really 1663 00:52:03,610 --> 00:52:04,760 allows you to understand the 1664 00:52:04,760 --> 00:52:06,190 intent of the customer. And then 1665 00:52:07,110 --> 00:52:08,700 determine what's the right resource 1666 00:52:09,640 --> 00:52:10,900 to serve that need at 1667 00:52:10,900 --> 00:52:12,700 that point. Which again speaks 1668 00:52:12,700 --> 00:52:15,300 about how artificial intelligence can 1669 00:52:15,300 --> 00:52:17,500 truly be part of our 1670 00:52:17,500 --> 00:52:19,340 empathy in terms of the customer 1671 00:52:19,340 --> 00:52:22,580 experience strategy. Now, coming to 1672 00:52:23,200 --> 00:52:24,080 the time and so I 1673 00:52:24,080 --> 00:52:25,550 would like to maybe starting 1674 00:52:25,550 --> 00:52:27,510 with Paul and Colin. Each 1675 00:52:27,510 --> 00:52:30,530 of you would please share 1676 00:52:31,110 --> 00:52:33,410 given all this situation, what's 1677 00:52:33,410 --> 00:52:35,410 the biggest lesson learned during 1678 00:52:35,410 --> 00:52:37,240 this unprecedented time? Paul, I'll 1679 00:52:37,240 --> 00:52:41,560 start with you. Sure. I 1680 00:52:41,560 --> 00:52:43,130 guess this current crisis has 1681 00:52:43,130 --> 00:52:45,770 really reinforced my existing belief 1682 00:52:45,770 --> 00:52:46,910 in the importance of cloud 1683 00:52:46,910 --> 00:52:49,710 services and distributed platforms. Had 1684 00:52:49,710 --> 00:52:51,060 we not made that strategic 1685 00:52:51,060 --> 00:52:52,080 decision to move to the 1686 00:52:52,080 --> 00:52:53,620 cloud when we did the 1687 00:52:53,620 --> 00:52:54,830 outcome right now will look 1688 00:52:54,850 --> 00:52:56,350 very different for eFinancial as 1689 00:52:56,350 --> 00:52:58,380 a company. As Sheila discussed, 1690 00:52:58,380 --> 00:52:59,220 I think that we're going 1691 00:52:59,220 --> 00:53:02,090 to see increased prioritization in 1692 00:53:02,090 --> 00:53:04,210 cloud computing and cloud services 1693 00:53:04,210 --> 00:53:05,570 post- COVID. So that would probably be 1694 00:53:05,570 --> 00:53:08,670 my biggest takeaway. Thank you Paul. Colin your biggest lesson learned? 1695 00:53:12,900 --> 00:53:14,430 Yeah, I absolutely agree with 1696 00:53:14,430 --> 00:53:15,230 Paul. I think we've been 1697 00:53:15,230 --> 00:53:16,130 talking about a route to 1698 00:53:16,130 --> 00:53:17,170 cloud for quite some time, 1699 00:53:17,360 --> 00:53:18,480 and I think a lot 1700 00:53:18,480 --> 00:53:20,840 of companies and the CEO's 1701 00:53:20,840 --> 00:53:22,440 will be accelerating those discussions. 1702 00:53:22,440 --> 00:53:24,380 But I think the biggest 1703 00:53:24,400 --> 00:53:26,090 learning so far is make 1704 00:53:26,090 --> 00:53:26,750 sure that you've got the 1705 00:53:26,750 --> 00:53:28,990 tools to communicate as effectively 1706 00:53:28,990 --> 00:53:30,430 as you can, both with your 1707 00:53:30,430 --> 00:53:31,590 customers, but also with your 1708 00:53:31,590 --> 00:53:34,290 employees. It's just so critical 1709 00:53:34,290 --> 00:53:35,170 at this time that people 1710 00:53:35,170 --> 00:53:36,750 know that you're there. They 1711 00:53:36,750 --> 00:53:37,480 can reach out on the 1712 00:53:37,480 --> 00:53:39,610 channel of their choice and 1713 00:53:39,610 --> 00:53:42,050 make sure that that communication is frictionless 1714 00:53:42,050 --> 00:53:43,960 and their processes frictionless. So 1715 00:53:43,960 --> 00:53:45,520 definitely looking to, again, bringing 1716 00:53:45,520 --> 00:53:47,260 those communication mechanisms into one 1717 00:53:47,570 --> 00:53:48,720 spot and then making sure that 1718 00:53:48,720 --> 00:53:50,050 you've got the flexibility of 1719 00:53:50,050 --> 00:53:52,240 things like cloud payments to 1720 00:53:52,240 --> 00:53:54,220 really engage and capitalize on 1721 00:53:54,580 --> 00:53:55,710 some of these opportunities that 1722 00:53:56,070 --> 00:53:57,090 this type of pandemic can 1723 00:53:57,090 --> 00:54:01,020 present. Thank you Colin. And 1724 00:54:01,020 --> 00:54:02,130 Sheila going to you. Would 1725 00:54:02,130 --> 00:54:03,340 you share your final thoughts 1726 00:54:03,340 --> 00:54:04,660 on the new normal and 1727 00:54:04,660 --> 00:54:08,670 redefining business continually? And now 1728 00:54:08,670 --> 00:54:09,540 you can bring up my 1729 00:54:09,540 --> 00:54:11,600 final slide Barbara if you 1730 00:54:11,600 --> 00:54:15,280 would. Thank you. So this 1731 00:54:15,280 --> 00:54:17,490 slide is a picture of 1732 00:54:17,490 --> 00:54:18,810 Andy Jassy, who is the 1733 00:54:18,810 --> 00:54:21,900 CEO of AWS. And it 1734 00:54:21,900 --> 00:54:24,570 was the notes there are 1735 00:54:24,570 --> 00:54:26,770 taken from his keynote speech 1736 00:54:27,050 --> 00:54:29,160 at The Reinvent Conference in 1737 00:54:29,160 --> 00:54:31,040 November. And so he's a 1738 00:54:31,040 --> 00:54:33,600 pretty prescient guy. He has 1739 00:54:33,600 --> 00:54:34,410 a notion of where the 1740 00:54:34,410 --> 00:54:35,860 world is going and even 1741 00:54:35,860 --> 00:54:37,700 not knowing that there was 1742 00:54:37,760 --> 00:54:40,180 a pandemic coming. He understood 1743 00:54:40,180 --> 00:54:40,880 that the way that the 1744 00:54:40,880 --> 00:54:42,000 world was going, maybe it's 1745 00:54:42,000 --> 00:54:43,500 going to go there more 1746 00:54:43,500 --> 00:54:45,340 quickly now, but what he 1747 00:54:45,340 --> 00:54:46,920 said and really rang true 1748 00:54:46,920 --> 00:54:49,380 for me was companies today, 1749 00:54:49,940 --> 00:54:51,120 or either born in the 1750 00:54:51,120 --> 00:54:55,930 cloud, companies like Netflix and 1751 00:54:56,270 --> 00:55:00,660 Airbnb and Uber. Or they 1752 00:55:00,660 --> 00:55:02,480 need to be reborn in 1753 00:55:02,480 --> 00:55:03,850 the cloud. And if we 1754 00:55:03,850 --> 00:55:06,250 think about eFinance if we think about 1755 00:55:06,560 --> 00:55:09,500 Mr Price, they are re- 1756 00:55:09,500 --> 00:55:11,610 building their businesses in the 1757 00:55:11,610 --> 00:55:13,620 cloud. They're taking their contact 1758 00:55:13,620 --> 00:55:15,370 center agents and moving them 1759 00:55:15,370 --> 00:55:17,440 to cloud based solutions. They're 1760 00:55:17,440 --> 00:55:19,960 thinking about digital kinds of 1761 00:55:19,960 --> 00:55:21,670 interactions and making those available 1762 00:55:21,670 --> 00:55:23,330 to their customers. Because in order 1763 00:55:23,330 --> 00:55:25,430 to compete with those born 1764 00:55:25,430 --> 00:55:26,890 in the cloud companies, they 1765 00:55:26,890 --> 00:55:29,640 have to rebuild themselves in 1766 00:55:29,640 --> 00:55:32,100 the cloud. Another thing that 1767 00:55:32,100 --> 00:55:33,110 Andy said that I think 1768 00:55:33,330 --> 00:55:35,030 is also so relevant and 1769 00:55:35,030 --> 00:55:37,620 really rang true, knowing what 1770 00:55:37,620 --> 00:55:39,410 Genesys is now doing is 1771 00:55:39,410 --> 00:55:41,410 the notion that a multi- cloud 1772 00:55:41,690 --> 00:55:43,830 is a legitimate conversation. So 1773 00:55:43,830 --> 00:55:45,090 what does that mean? So 1774 00:55:45,090 --> 00:55:46,760 Andy clearly is in charge 1775 00:55:46,760 --> 00:55:48,500 of the public cloud that 1776 00:55:48,500 --> 00:55:49,750 Genesys cloud is built on 1777 00:55:50,350 --> 00:55:53,070 AWS, but not every company 1778 00:55:53,070 --> 00:55:55,600 and every business is necessarily 1779 00:55:55,600 --> 00:55:57,080 going to want all of 1780 00:55:57,080 --> 00:55:58,540 their computing coming out of 1781 00:55:58,980 --> 00:56:00,440 AWS. There are others who are going to 1782 00:56:00,840 --> 00:56:03,070 want choices from Microsoft Azure 1783 00:56:03,690 --> 00:56:05,210 or choices of their own 1784 00:56:05,230 --> 00:56:09,220 IBM cloud or other clouds. 1785 00:56:09,480 --> 00:56:10,760 And so Genesys is now 1786 00:56:10,760 --> 00:56:12,670 working and the team that 1787 00:56:12,670 --> 00:56:14,790 Barry O'Sullivan heads on how 1788 00:56:14,790 --> 00:56:17,460 do we make the best 1789 00:56:17,460 --> 00:56:19,460 of Genesys available, the best 1790 00:56:19,460 --> 00:56:21,950 innovation of Genesys cloud available 1791 00:56:21,950 --> 00:56:24,250 in a multi- cloud scenario 1792 00:56:24,450 --> 00:56:26,080 for those customers. And so, 1793 00:56:26,320 --> 00:56:27,340 to me, it was very 1794 00:56:27,760 --> 00:56:31,590 refreshing to hear, Jassy say, 1795 00:56:31,590 --> 00:56:33,910 I recognize that. I think 1796 00:56:33,910 --> 00:56:34,740 I'll still be a big 1797 00:56:34,740 --> 00:56:36,310 part of the world. I 1798 00:56:36,310 --> 00:56:37,240 still think a lot of 1799 00:56:37,240 --> 00:56:38,340 customers are going to want 1800 00:56:38,340 --> 00:56:40,330 to use my services, but 1801 00:56:40,330 --> 00:56:41,770 I'm going to build bridges 1802 00:56:41,930 --> 00:56:43,370 to those other public clouds. 1803 00:56:44,460 --> 00:56:46,460 And then finally he made 1804 00:56:46,460 --> 00:56:48,330 a very strong statement that 1805 00:56:48,520 --> 00:56:52,570 data is the new currency 1806 00:56:52,920 --> 00:56:55,320 of business. And I think 1807 00:56:55,600 --> 00:56:57,100 the conversations that we had 1808 00:56:57,100 --> 00:57:01,930 today around personalization, about empowering 1809 00:57:01,930 --> 00:57:04,210 agents is all about getting 1810 00:57:04,210 --> 00:57:06,550 the right data to agents 1811 00:57:06,890 --> 00:57:08,590 and having that data to 1812 00:57:08,590 --> 00:57:11,240 be able to process that 1813 00:57:11,240 --> 00:57:12,920 data and make the decisions 1814 00:57:12,920 --> 00:57:15,110 about it available to agents 1815 00:57:15,170 --> 00:57:17,410 like predictive engagement can do 1816 00:57:17,590 --> 00:57:19,760 and help the agent understand 1817 00:57:20,200 --> 00:57:21,320 the best way to serve 1818 00:57:21,320 --> 00:57:24,330 a customer. That's part of 1819 00:57:24,330 --> 00:57:25,420 this new normal as we 1820 00:57:25,420 --> 00:57:27,350 go forward. So I think 1821 00:57:27,350 --> 00:57:28,160 Jesse was prescient but I 1822 00:57:28,160 --> 00:57:29,870 think the points he made 1823 00:57:29,870 --> 00:57:31,370 are legitimate points as we 1824 00:57:31,370 --> 00:57:33,790 think about that next phase 1825 00:57:34,110 --> 00:57:35,640 of business life, post- COVID. 1826 00:57:37,990 --> 00:57:40,340 Thank you so much. Thank 1827 00:57:40,340 --> 00:57:41,580 you Barbara. Thank you. I 1828 00:57:41,580 --> 00:57:43,020 just want to finish by 1829 00:57:43,020 --> 00:57:45,070 saying, first of all, thank 1830 00:57:45,070 --> 00:57:46,520 you so much, Sheila, Paul, 1831 00:57:46,520 --> 00:57:48,410 Colin For sharing your thoughts 1832 00:57:48,410 --> 00:57:53,170 and just your experience with 1833 00:57:53,170 --> 00:57:54,670 this. With all of us to me 1834 00:57:54,900 --> 00:57:56,850 it was a fantastic conversation. 1835 00:57:56,850 --> 00:57:58,410 I hope that the audience 1836 00:57:58,620 --> 00:58:00,270 feels the same way. We 1837 00:58:00,270 --> 00:58:01,500 definitely are at a time, and I 1838 00:58:01,500 --> 00:58:02,770 don't want to keep our 1839 00:58:02,770 --> 00:58:04,380 audience much longer. I'll leave 1840 00:58:04,380 --> 00:58:05,620 you with just this slide, 1841 00:58:05,620 --> 00:58:06,810 which shows what Genesys is 1842 00:58:06,880 --> 00:58:08,730 doing for our customers and 1843 00:58:08,730 --> 00:58:10,380 non- Genesys customers as well 1844 00:58:10,630 --> 00:58:11,960 in terms of supporting you 1845 00:58:12,000 --> 00:58:14,100 for the handling increased demand, 1846 00:58:14,220 --> 00:58:16,610 and also a transition for 1847 00:58:16,610 --> 00:58:17,520 your agents to work from 1848 00:58:17,520 --> 00:58:19,620 home. This is all in our website. 1849 00:58:19,620 --> 00:58:20,600 You can also reach out 1850 00:58:20,600 --> 00:58:22,040 to your Genesys representative to 1851 00:58:22,040 --> 00:58:24,160 understand better how this program 1852 00:58:24,160 --> 00:58:25,840 works. And I'll hand it 1853 00:58:25,840 --> 00:58:26,970 back to you, Josh, to 1854 00:58:26,970 --> 00:58:27,940 wrap us up. Thank you 1855 00:58:27,940 --> 00:58:32,940 so much. Thanks guys. So 1856 00:58:32,940 --> 00:58:34,680 as she mentioned, unfortunately, we 1857 00:58:34,680 --> 00:58:35,450 are at a time. I 1858 00:58:35,450 --> 00:58:36,350 definitely feel like we could 1859 00:58:36,350 --> 00:58:37,990 have continued this conversation for 1860 00:58:37,990 --> 00:58:40,810 another hour. But as we 1861 00:58:40,810 --> 00:58:42,340 wrap up today, we are 1862 00:58:42,340 --> 00:58:44,360 going to first mention that 1863 00:58:44,360 --> 00:58:45,230 you have a list of 1864 00:58:45,230 --> 00:58:46,670 resources in the resource center 1865 00:58:46,670 --> 00:58:47,870 below your Q& A window. 1866 00:58:47,870 --> 00:58:48,610 Be sure to click on 1867 00:58:48,610 --> 00:58:50,430 those before today's session ends, 1868 00:58:50,430 --> 00:58:51,850 that will give you additional 1869 00:58:51,850 --> 00:58:53,270 information based on the topic 1870 00:58:53,270 --> 00:58:54,540 that we talked about today. 1871 00:58:56,230 --> 00:58:57,970 Also don't forget, you will 1872 00:58:57,970 --> 00:58:59,330 receive an on demand recording 1873 00:58:59,330 --> 00:59:01,160 via email from ON24. So 1874 00:59:01,160 --> 00:59:02,160 if you missed anything during 1875 00:59:02,160 --> 00:59:03,810 the presentation, have any issues, 1876 00:59:03,810 --> 00:59:05,070 you will receive that recording 1877 00:59:05,150 --> 00:59:06,220 within the next few business 1878 00:59:06,220 --> 00:59:07,610 days. And you can actually 1879 00:59:07,610 --> 00:59:08,320 take a look at this 1880 00:59:08,320 --> 00:59:10,270 recording with full playback capabilities. 1881 00:59:12,180 --> 00:59:13,380 So with that on behalf 1882 00:59:13,380 --> 00:59:15,880 of Sheila, Barbara, Colin, and Paul, 1883 00:59:15,950 --> 00:59:16,950 as well as the entire 1884 00:59:16,950 --> 00:59:18,410 Genesys team, we thank you 1885 00:59:18,410 --> 00:59:20,070 again for joining today's webcast, 1886 00:59:20,280 --> 00:59:22,210 The New Normal Redefining Business 1887 00:59:22,210 --> 00:59:24,300 Continuity. Until next time have 1888 00:59:24,300 --> 00:59:25,080 a good one everyone. [mktoform cta_header="WATCH THE ON-DEMAND RECORDING NOW!" cta_button="WATCH NOW" cms_hold="RG" cid_id="7011T000001Id8AQAS"] Meet the Speakers Sheila McGee Smith Founder and Principal Analyst McGee Smith Analytics Barbara Gonzalez Global VP for Strategic Business Consulting Genesys Colin Salvesen Head of IT Mr Price Group Ltd - South Africa Paul Bourdeaux Vice President, IT eFinancial CX Heroes 5 habits of successful contact center managers and agents Featuring MyBudget, Australia [cutoff co_thick="2px"][webinarschedulesingle]MyBudget has helped more than 100,000 Australians get on the path to financial success. It can be difficult, emotional work—with counseling services and financial literacy tactics laid bare for the people who are struggling the hardest to make ends meet but still failing. Some clients call almost daily for advice. And the customer service reps on the other end of the line develop close relationships with customers. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Measure customer service/NPS for success Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7010d000001GcGFAA0"] Meet the Speakers Nicole Martin Customer Service Representative MyBudget, Australia Mari Yamaguchi CX Manager Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Everyone talks about customer centricity, but few brands are delivering. Only 12% of customers have witnessed serious improvements to the CX; only 11% believe brand even care. The time has come to start walking the talk. This webinar will help. We’ll look at some key trends for 2020 – personalization, AI, omnichannel, customer analytics, agent empowerment, cloud technology, and more – and reveal how to take the most customer-centric, productive action possible. You’ll build a true culture of customer centricity: one defined by action rather than words. Topics include: What will omnichannel look like in 2020? What content do you need to personalize the experience? Does your contact center environment support customer centricity? [mktoform cms_hold="RG" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001kreVQAQ" url="https://www.genesys.com/campaign/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you" ar_url="https://www.genesys.com/campaign/looking-at-2020-is-your-contact-center-really-customer-centric-thank-you"] Meet the Speakers Randy Carter Product Marketing Director [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Watch this on-demand webinar with Sheila McGee-Smith and Randolph Carter for an animated conversation that breaks down cloud into the three concepts that matter most as we move forward in this accelerating world. You will learn: The key issues around Applications, particularly as relates to both cloud microservices architectures as well as new AI capabilities The challenges relating to Data: standards, systems, and integrations How to plan for next-generation Infrastructure: communications channels, migration tools, and change management [mktoform cms_hold="RG" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you" cid_id="7011T000001krefQAA" ar_url="https://www.genesys.com/campaign/3-pillars-of-cloud-applications-data-infrastructure-weebinar-thank-you"] Meet the Speakers Randy Carter Product Marketing Director Sheila McGee-Smith Founder - McGee-Smith Analytics Webinar Bytes [Webinar Bytes] 5 ways to improve customer service and personalization We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.JTNDaWZyYW1lJTIwc3JjJTNEJTIyaHR0cHMlM0ElMkYlMkZnby5wYXJtb25pYy5jb20lMkZ3aWRnZXQlMkZwcmV2aWV3JTJGMTA3NiUzRndlYmluYXJWaXNpYmxlJTNEZmFsc2UlMjZtb21lbnRJZHMlM0Q1Nzg1JTI2bW9tZW50SWRzJTNENTU1MSUyNm1vbWVudElkcyUzRDU1NTIlMjZtb21lbnRJZHMlM0Q1NTU1JTI2bW9tZW50SWRzJTNENTU1NiUyNm1vbWVudElkcyUzRDU1NTclMjIlMjB3aWR0aCUzRCUyMjEwMCUyNSUyMiUyMGhlaWdodCUzRCUyMjQ1MHB4JTIyJTIwZnJhbWVib3JkZXIlM0QlMjIwJTIyJTNFJTNDJTJGaWZyYW1lJTNFHarambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa. In these CX Heroes webinar bytes, you will learn how to establish skills every agent should have, handle difficult customers with finesse, recognize and reward agents, and more. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:01,140 Neli, could you take a 2 00:00:01,140 --> 00:00:02,280 few minutes and just tell 3 00:00:02,280 --> 00:00:03,220 us a little bit about Harambee 4 00:00:03,830 --> 00:00:04,800 and what you guys all 5 00:00:04,800 --> 00:00:05,860 do there in your wonderful 6 00:00:05,860 --> 00:00:10,840 program? Okay. So Harambee is 7 00:00:10,840 --> 00:00:12,630 a not- for- profit social 8 00:00:12,630 --> 00:00:14,970 organization that aim to solve 9 00:00:14,970 --> 00:00:16,790 the unemployment challenges of South 10 00:00:16,790 --> 00:00:19,220 African youth. We partner with 11 00:00:19,230 --> 00:00:21,850 businesses, government, young people, and 12 00:00:21,850 --> 00:00:23,790 other organization committed to solving 13 00:00:23,790 --> 00:00:26,250 the unemployment epidemic. Our unique system 14 00:00:26,690 --> 00:00:28,940 is unlike traditional employment organization 15 00:00:28,940 --> 00:00:30,420 that you would find anywhere. 16 00:00:30,760 --> 00:00:32,730 We really rely on our 17 00:00:32,730 --> 00:00:34,710 contact center advisors like Thapelo 18 00:00:35,340 --> 00:00:37,580 to ask detailed questions and 19 00:00:37,580 --> 00:00:39,360 have genuine conversation with our 20 00:00:39,360 --> 00:00:40,600 work seekers. So that is 21 00:00:40,600 --> 00:00:43,560 what really makes Harambee different 22 00:00:43,560 --> 00:00:45,780 from other organizations. And my 23 00:00:45,780 --> 00:00:47,770 role, I am a contact 24 00:00:47,770 --> 00:00:48,640 center manager. AppFoundry Webinar Monitoring remote agents for engagement, performance and insights [cutoff co_thick="2px"][webinarschedule]As the impact of COVID-19 continues, businesses struggle to monitor agent performance and well-being, and to ensure productivity of their remote agent employees. Learn how the AI-powered Call Journey voice analytics engine allows you to assess your agents’ “engagement health” in every customer interaction and ensure productivity and quality performance. We are committed to providing you with tools and resources to help you navigate these challenges.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001krP1QAI"] Meet the Speakers Brett Marsh Vice President for Sales - North America Call Journey Demo Webinar [this_page_title] Engage prospects in real-time, at the right time, with call center software powered by AI and machine learning. [cutoff co_thick="2px"][webinarschedulesingle]Boost conversion rates by giving your digital sales and marketing teams real-time insight into website behavior. Streamline the customer experience with advanced automation and improved self-service options. Genesys uses the power of artificial intelligence (AI) and machine learning to: Enable customer self-service for common tasks with online FAQ’s and chatbots Track customer journeys and observe behaviors so agents can engage at the right time Identify when and why prospects leave to reduce abandon rates and optimize successful conversions Increase revenue by offering proactive, targeted discounts to move prospects through to purchase Check out the Genesys Cloud demo to learn how advanced AI tools can help your company optimize customer experience. [mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001krLEQAY"] Meet the Speaker Kenny Saalman Associate Strategic Sales Consultant Genesys CX Heroes 5 ways to improve customer service and personalization Featuring Harambee, South Africa [cutoff co_thick="2px"][webinarschedulesingle]Celebrate the people who drive excellent customer service — and the technology that empowers them. The CX Heroes program recognizes the hard-working, caring agents who go above and beyond to help their customers on a daily basis. In this CX Heroes webinar, you will learn how to: Establish skills every agent should have Handle difficult customers with finesse Recognize and reward agents Turn customers into brand advocates Get personalization right for your customers Harambee’s work has had a profound impact on the Customer Marketing team and has inspired a new category in the Genesys Customer Innovation Awards, “CX Gamechanger: Best Story of Making a Difference with CX Technology.” Regionally, Harambee ranks as the seventh most recognized brand in South Africa.[cutoff co_thick="2px"]1 00:00:10,520 --> 00:00:11,590 Thank you for joining us 2 00:00:11,590 --> 00:00:12,870 today for the CX Heroes 3 00:00:12,870 --> 00:00:15,150 webinar series. Today, we're going 4 00:00:15,150 --> 00:00:16,230 to highlight the five ways 5 00:00:16,230 --> 00:00:18,080 to improve customer service and 6 00:00:18,360 --> 00:00:19,660 personalization and how to get 7 00:00:19,660 --> 00:00:22,080 personalization right. Many companies are 8 00:00:22,080 --> 00:00:23,650 getting it wrong and we're 9 00:00:23,650 --> 00:00:24,410 going to go over some 10 00:00:24,410 --> 00:00:26,940 best practices on how to 11 00:00:26,940 --> 00:00:28,350 actually make the customer be 12 00:00:28,350 --> 00:00:29,520 the focus of everything you 13 00:00:29,520 --> 00:00:31,040 do and feel like they're 14 00:00:31,040 --> 00:00:31,990 the only customer in the 15 00:00:31,990 --> 00:00:34,680 world. Today, I am so lucky 16 00:00:35,140 --> 00:00:38,620 to have Neli and Thapelo from 17 00:00:38,620 --> 00:00:40,510 Harambee. Thapelo was recognized as 18 00:00:40,510 --> 00:00:42,250 a CX Hero by Genesys 19 00:00:42,250 --> 00:00:44,230 and joined us on stage 20 00:00:44,230 --> 00:00:46,170 in Amsterdam at G- Summit. 21 00:00:46,560 --> 00:00:47,580 Thank you both so much 22 00:00:47,580 --> 00:00:49,670 for joining us today. Thank 23 00:00:50,230 --> 00:00:53,250 you, Jill for having us. Neli, 24 00:00:53,730 --> 00:00:54,590 could you take a few 25 00:00:54,590 --> 00:00:55,680 minutes and just tell us 26 00:00:55,680 --> 00:00:57,250 a little bit about Harambee and 27 00:00:57,250 --> 00:00:58,210 what you guys all do 28 00:00:58,210 --> 00:00:59,730 there in your wonderful program? 29 00:01:00,700 --> 00:01:04,170 Okay. So Harambee is a 30 00:01:04,170 --> 00:01:06,940 not- for- profit social organization 31 00:01:06,980 --> 00:01:08,300 that aim to solve the 32 00:01:08,300 --> 00:01:10,480 unemployment challenges of South African 33 00:01:10,480 --> 00:01:13,440 youth. We partner with businesses, 34 00:01:13,440 --> 00:01:15,290 government, young people, and other 35 00:01:15,290 --> 00:01:17,160 organization committed to solving the 36 00:01:17,160 --> 00:01:20,030 unemployment epidemic. Our unique system is 37 00:01:20,030 --> 00:01:22,320 unlike traditional employment organization that 38 00:01:22,320 --> 00:01:24,190 you would find anywhere. We 39 00:01:24,190 --> 00:01:26,370 really rely on our contact 40 00:01:26,370 --> 00:01:28,730 center advisors like Thapelo to 41 00:01:28,730 --> 00:01:31,070 ask detailed questions and have 42 00:01:31,070 --> 00:01:32,630 genuine conversation with our work 43 00:01:32,630 --> 00:01:34,080 seekers. So that is what 44 00:01:34,080 --> 00:01:37,020 really makes Harambee different from 45 00:01:37,020 --> 00:01:39,560 other organizations. And my role, 46 00:01:39,630 --> 00:01:41,340 I am a contact center 47 00:01:41,340 --> 00:01:45,210 manager. Great. Thank you both 48 00:01:45,210 --> 00:01:46,530 so much for joining us. 49 00:01:47,440 --> 00:01:48,340 So we're going to jump 50 00:01:48,350 --> 00:01:50,410 right in here into the 51 00:01:51,080 --> 00:01:52,870 presentation, into the webinar, and we're going 52 00:01:53,200 --> 00:01:55,340 to explore some customer service 53 00:01:55,340 --> 00:01:57,860 best practices and what we 54 00:01:57,860 --> 00:01:58,750 think... We wanted to get 55 00:01:58,750 --> 00:02:00,070 your opinion, so we're so 56 00:02:00,070 --> 00:02:01,310 glad that you guys have 57 00:02:01,310 --> 00:02:02,200 joined us because we want 58 00:02:02,200 --> 00:02:03,280 to get your opinion on 59 00:02:03,280 --> 00:02:04,830 how you guys work day 60 00:02:04,830 --> 00:02:06,150 to day and what you 61 00:02:06,150 --> 00:02:07,910 guys think is valuable to 62 00:02:08,240 --> 00:02:09,490 your customers or what you... 63 00:02:09,550 --> 00:02:10,430 You refer to them as 64 00:02:10,430 --> 00:02:12,760 candidates. So the five ways 65 00:02:12,880 --> 00:02:14,380 to improve customer service, the 66 00:02:14,380 --> 00:02:15,170 items that we're going to 67 00:02:15,170 --> 00:02:17,060 cover is establishing skills that 68 00:02:17,060 --> 00:02:19,730 every agent or advisor or 69 00:02:19,730 --> 00:02:22,130 representative should have. How to 70 00:02:22,130 --> 00:02:24,290 handle difficult customers with finesse. 71 00:02:25,140 --> 00:02:26,420 We all get those customers 72 00:02:26,420 --> 00:02:28,900 occasionally who are frustrated or 73 00:02:28,900 --> 00:02:30,410 they're challenged by the systems 74 00:02:30,410 --> 00:02:31,910 or the technology in place. 75 00:02:32,290 --> 00:02:33,010 And so we're just going to 76 00:02:33,010 --> 00:02:33,910 talk a little bit about 77 00:02:33,910 --> 00:02:36,130 that. How to recognize and 78 00:02:36,130 --> 00:02:40,090 reward your agents. As we 79 00:02:40,090 --> 00:02:43,940 know, agent attrition and having 80 00:02:43,940 --> 00:02:45,590 people on the job every 81 00:02:45,590 --> 00:02:47,500 day answering the phones and 82 00:02:47,500 --> 00:02:48,850 connecting with customers can be 83 00:02:48,850 --> 00:02:50,430 a challenge. So we're going 84 00:02:50,430 --> 00:02:51,010 to talk a little bit 85 00:02:51,010 --> 00:02:51,900 about how to recognize and 86 00:02:51,900 --> 00:02:53,190 reward them and about the 87 00:02:53,370 --> 00:02:54,850 CX Heroes program as well. 88 00:02:56,260 --> 00:02:57,700 Also, how to turn customers 89 00:02:57,700 --> 00:03:00,690 into brand advocates. Often when 90 00:03:00,700 --> 00:03:03,220 your customers have great experience 91 00:03:03,220 --> 00:03:04,260 with your brand or your 92 00:03:04,260 --> 00:03:05,930 company, they come back and 93 00:03:05,930 --> 00:03:08,960 they become loyal. And how to get personalization 94 00:03:08,960 --> 00:03:10,130 right for your customers. Again, 95 00:03:10,130 --> 00:03:11,110 how to make your customers 96 00:03:11,110 --> 00:03:12,680 feel special and unique and 97 00:03:12,680 --> 00:03:13,720 like they're the only customer 98 00:03:13,720 --> 00:03:15,640 in the world. Let's get 99 00:03:15,640 --> 00:03:19,750 started. Number one, the best 100 00:03:19,750 --> 00:03:21,820 habits here of establishing skills 101 00:03:21,820 --> 00:03:23,480 that every agent should have. 102 00:03:23,480 --> 00:03:25,140 So Neli, I'm curious what you 103 00:03:25,140 --> 00:03:27,080 feel as a manager. If 104 00:03:27,080 --> 00:03:28,210 you had to pick two 105 00:03:28,210 --> 00:03:29,230 out of this list of 106 00:03:29,240 --> 00:03:30,490 10 which two would you 107 00:03:30,490 --> 00:03:32,300 pick that... And tell me 108 00:03:32,300 --> 00:03:34,050 why that you think those 109 00:03:34,050 --> 00:03:36,950 are valuable for representative? Definitely 110 00:03:37,800 --> 00:03:39,850 listening and being attentive. I 111 00:03:39,850 --> 00:03:41,540 think the reason for me 112 00:03:41,570 --> 00:03:43,310 to really choose those two 113 00:03:43,310 --> 00:03:46,410 is in our space, it's 114 00:03:46,410 --> 00:03:48,710 very important for advisors like 115 00:03:48,710 --> 00:03:50,010 Thapelo to be able to 116 00:03:50,010 --> 00:03:51,340 listen to the candidate on 117 00:03:51,340 --> 00:03:53,110 the other side because what 118 00:03:53,110 --> 00:03:54,970 happens is the conversations that 119 00:03:54,980 --> 00:03:58,350 they have actually leads the 120 00:03:58,430 --> 00:04:00,340 important aspect of the conversation, 121 00:04:00,340 --> 00:04:01,630 how we can best support 122 00:04:01,630 --> 00:04:03,310 them, how we can understand 123 00:04:03,310 --> 00:04:04,510 where they come from because 124 00:04:04,510 --> 00:04:06,340 we use an algorithm to 125 00:04:06,340 --> 00:04:08,190 sort of match them to 126 00:04:08,400 --> 00:04:10,780 opportunities. So if an advisor 127 00:04:10,780 --> 00:04:11,900 is not listening, if the 128 00:04:11,900 --> 00:04:13,420 advisor is not present in 129 00:04:13,420 --> 00:04:15,400 the conversation, then they might 130 00:04:15,650 --> 00:04:17,920 lose that important aspect where 131 00:04:18,430 --> 00:04:20,320 we might lose that touch 132 00:04:20,320 --> 00:04:22,240 with our candidates. So listening, 133 00:04:22,460 --> 00:04:24,090 for us it's very important 134 00:04:24,170 --> 00:04:27,010 in our space. Secondly, attentiveness. 135 00:04:27,010 --> 00:04:28,130 It's really important in such 136 00:04:28,130 --> 00:04:29,040 a way that we kept 137 00:04:29,530 --> 00:04:32,520 information in our system and 138 00:04:32,520 --> 00:04:34,010 therefore one of the important 139 00:04:34,010 --> 00:04:36,020 aspects is really the demographics. 140 00:04:36,830 --> 00:04:38,730 What happens is where you 141 00:04:38,730 --> 00:04:40,500 live is very important because 142 00:04:40,500 --> 00:04:41,530 what we do is when 143 00:04:41,530 --> 00:04:44,040 we met candidates to opportunities, 144 00:04:44,320 --> 00:04:46,230 we'll look at the distance 145 00:04:46,230 --> 00:04:48,390 between where they reside and 146 00:04:48,390 --> 00:04:50,850 where the opportunities are because we try 147 00:04:50,850 --> 00:04:52,130 to make sure that our 148 00:04:52,130 --> 00:04:54,200 candidate, they don't travel and 149 00:04:54,200 --> 00:04:55,840 end up spending so much 150 00:04:55,840 --> 00:04:57,590 money to actually get to 151 00:04:57,590 --> 00:04:59,710 work instead all free, using 152 00:04:59,710 --> 00:05:02,130 that income in terms of 153 00:05:02,200 --> 00:05:04,460 betterment of their lives. So 154 00:05:05,340 --> 00:05:07,400 attention to detail is very 155 00:05:07,660 --> 00:05:08,750 important in our space. And 156 00:05:10,070 --> 00:05:11,560 what I've just alluded to 157 00:05:11,560 --> 00:05:14,020 say the capturing of the 158 00:05:14,020 --> 00:05:15,790 correct information, it's really what 159 00:05:15,790 --> 00:05:16,820 helps us to make sure 160 00:05:16,820 --> 00:05:18,520 that we service the best 161 00:05:18,520 --> 00:05:20,420 service to our candidates, make 162 00:05:20,420 --> 00:05:22,020 sure that we don't have 163 00:05:22,020 --> 00:05:22,950 a lot of drops off 164 00:05:23,680 --> 00:05:24,930 in a sense that if 165 00:05:24,930 --> 00:05:26,470 we place you in a 166 00:05:26,470 --> 00:05:27,730 radius that is like more 167 00:05:28,110 --> 00:05:30,260 than 100 kilometers, so that 168 00:05:30,260 --> 00:05:31,610 means you just work for 169 00:05:31,610 --> 00:05:32,640 a month and the second 170 00:05:32,640 --> 00:05:34,070 month you realize that actually 171 00:05:34,370 --> 00:05:36,330 I'm working for transport. Therefore, 172 00:05:36,330 --> 00:05:37,430 what's the point of me 173 00:05:37,430 --> 00:05:39,470 having this job? So hence, 174 00:05:39,470 --> 00:05:41,120 it's very, very important to 175 00:05:41,120 --> 00:05:43,000 get the right information, capture 176 00:05:43,130 --> 00:05:45,100 the correct information to make 177 00:05:45,100 --> 00:05:46,180 sure when we place them 178 00:05:46,180 --> 00:05:48,130 to these opportunities, they're in 179 00:05:48,130 --> 00:05:49,820 a close proximity to these 180 00:05:49,820 --> 00:05:52,020 demands, making sure that they 181 00:05:52,020 --> 00:05:54,410 spend their income on the 182 00:05:54,410 --> 00:05:56,310 betterment of themselves and their 183 00:05:56,310 --> 00:05:59,920 families. Yeah. It sounds like 184 00:05:59,920 --> 00:06:01,510 listening and paying attention to 185 00:06:01,510 --> 00:06:03,840 the details and understanding your candidate's 186 00:06:04,450 --> 00:06:06,930 story creates a big picture 187 00:06:06,930 --> 00:06:08,890 for you then you're able 188 00:06:08,890 --> 00:06:11,100 to help them, match them 189 00:06:11,100 --> 00:06:12,610 with the right opportunities and 190 00:06:12,610 --> 00:06:14,670 connect with them. I would 191 00:06:14,670 --> 00:06:17,020 assume too that these conversations 192 00:06:17,020 --> 00:06:18,990 take a while. These aren't 193 00:06:18,990 --> 00:06:20,940 quick conversations, but they're long 194 00:06:20,940 --> 00:06:22,350 conversations you have with the 195 00:06:22,350 --> 00:06:25,710 candidate. Absolutely. Our candidate is 196 00:06:25,710 --> 00:06:27,510 not just someone just behind 197 00:06:27,510 --> 00:06:30,210 the phone, our candidate, the 198 00:06:30,210 --> 00:06:31,900 actual people that we can actually 199 00:06:32,160 --> 00:06:33,670 relate to and therefore you 200 00:06:33,670 --> 00:06:35,270 will see that even Thapelo's 201 00:06:35,330 --> 00:06:37,170 call was like 18 minutes 202 00:06:37,170 --> 00:06:38,770 long, so it's not your 203 00:06:38,770 --> 00:06:41,270 typical contact center conversation where 204 00:06:41,270 --> 00:06:43,310 we'll just take the details 205 00:06:43,310 --> 00:06:44,740 and like a hit and 206 00:06:44,740 --> 00:06:46,320 run kind of a conversation. 207 00:06:46,320 --> 00:06:47,280 But in all spaces it's 208 00:06:47,280 --> 00:06:50,220 really about impactful conversations with 209 00:06:50,220 --> 00:06:52,210 our candidates, making sure that 210 00:06:52,300 --> 00:06:53,220 when the end of the 211 00:06:53,220 --> 00:06:54,890 call there's something that they 212 00:06:54,890 --> 00:06:56,640 took from the call, skills 213 00:06:56,640 --> 00:06:57,960 that they can use. Even 214 00:06:57,960 --> 00:06:59,590 if as Harambee, we don't place 215 00:06:59,590 --> 00:07:02,880 them to these opportunities, but 216 00:07:02,880 --> 00:07:04,560 they can use something that 217 00:07:04,560 --> 00:07:08,440 can increase their employability just 218 00:07:08,440 --> 00:07:09,720 for having a conversation with 219 00:07:09,720 --> 00:07:12,410 one of our advisors. Yeah, 220 00:07:12,980 --> 00:07:15,550 absolutely. So Thapelo let's hear 221 00:07:15,550 --> 00:07:16,790 from you and what you 222 00:07:16,790 --> 00:07:19,710 think. What would be your 223 00:07:19,710 --> 00:07:21,310 top two skills that you 224 00:07:21,310 --> 00:07:23,970 think that an advisor should 225 00:07:23,970 --> 00:07:26,680 have? On my side, I 226 00:07:27,110 --> 00:07:28,690 think one of the most important 227 00:07:29,070 --> 00:07:30,170 things that an advisor should 228 00:07:30,170 --> 00:07:37,830 have is product knowledge. I 229 00:07:37,830 --> 00:07:43,180 think if you are in a call center environment, the product is very important. Whatever service or say product that you are providing, 230 00:07:44,400 --> 00:07:47,270 it's basically important thing for 231 00:07:47,270 --> 00:07:48,860 you to make sales or 232 00:07:48,860 --> 00:07:49,940 in order for the customer to 233 00:07:50,330 --> 00:07:51,460 come back. So if as 234 00:07:51,460 --> 00:07:54,160 an agent you understand what 235 00:07:54,160 --> 00:07:56,090 you are selling, you avoid 236 00:07:56,460 --> 00:07:59,520 misleading, you are making mistakes 237 00:07:59,770 --> 00:08:02,310 that might cause industrial espionage 238 00:08:02,740 --> 00:08:05,020 or basically making the candidate 239 00:08:05,020 --> 00:08:08,670 uncertain about the product. I'd 240 00:08:08,670 --> 00:08:11,050 say having knowledge about the 241 00:08:11,050 --> 00:08:15,090 product, but also generated good relationship 242 00:08:15,740 --> 00:08:17,970 between the two parties. It will 243 00:08:18,030 --> 00:08:21,250 basically generate their warmness between 244 00:08:21,700 --> 00:08:22,850 you and me as an 245 00:08:22,850 --> 00:08:23,830 agent and as well as 246 00:08:23,830 --> 00:08:32,130 the candidate based on the fact that I would know everything about the product that I'm selling. In most cases, 247 00:08:35,210 --> 00:08:35,750 most services or most products, 248 00:08:35,750 --> 00:08:35,900 they are mostly unique in 249 00:08:35,900 --> 00:08:39,160 such a sense that if you 250 00:08:42,550 --> 00:08:44,640 use one way that is 251 00:08:45,820 --> 00:08:46,630 not according to the product 252 00:08:46,630 --> 00:08:48,500 itself, it really tends to 253 00:08:48,780 --> 00:08:53,870 be misleading and avoiding that 254 00:08:53,870 --> 00:08:54,240 is very, very important. Let's say 255 00:08:54,240 --> 00:09:00,870 another thing that speaks to 256 00:09:00,920 --> 00:09:07,890 a good quality of a call center agent is to be a voice control or call control for one. If you couldn't handle the candidate's 257 00:09:08,680 --> 00:09:09,720 emotions, if you can mirror 258 00:09:09,720 --> 00:09:12,310 the candidate and understand that 259 00:09:12,310 --> 00:09:16,010 you are the guide, it makes your job very, very easy. 260 00:09:18,140 --> 00:09:19,200 You can take control of setting 261 00:09:19,200 --> 00:09:21,230 questions that you ask and 262 00:09:21,230 --> 00:09:22,920 you would gather more information 263 00:09:22,920 --> 00:09:25,840 based on that. It helps you in controlling your professionality 264 00:09:25,840 --> 00:09:30,200 or your profession basically in 265 00:09:32,640 --> 00:09:34,840 the call as well. That is 266 00:09:35,190 --> 00:09:36,280 so great. That's a great 267 00:09:36,290 --> 00:09:39,500 answer too. I'm really fascinated 268 00:09:39,500 --> 00:09:41,440 by the selection of product 269 00:09:41,440 --> 00:09:42,960 knowledge because you're right, providing 270 00:09:42,960 --> 00:09:44,730 the right information to the 271 00:09:44,730 --> 00:09:47,750 person is critical and knowing 272 00:09:47,750 --> 00:09:48,980 all the details and how 273 00:09:48,980 --> 00:09:50,850 it works. And that kind of goes 274 00:09:50,850 --> 00:09:52,110 I think along with problem 275 00:09:52,110 --> 00:09:53,930 solving too. When people come 276 00:09:55,130 --> 00:09:56,340 to you with a problem 277 00:09:56,960 --> 00:09:58,390 or you're trying to figure 278 00:09:58,390 --> 00:09:59,800 out a solution for them, 279 00:10:00,180 --> 00:10:02,630 understanding that the product information 280 00:10:02,630 --> 00:10:03,360 is a good thing. It 281 00:10:03,360 --> 00:10:05,340 is. I love that you 282 00:10:05,340 --> 00:10:07,530 picked self control to as 283 00:10:08,480 --> 00:10:12,440 an option. I think together... 284 00:10:13,200 --> 00:10:14,120 They say that this whole 285 00:10:14,120 --> 00:10:16,550 list is sort of the 286 00:10:16,550 --> 00:10:18,110 basic skills and you guys 287 00:10:18,110 --> 00:10:19,440 have complemented each other very 288 00:10:19,440 --> 00:10:21,020 well on that list for 289 00:10:21,020 --> 00:10:26,460 sure. Thank you. number two, 290 00:10:26,460 --> 00:10:28,130 when we talk about problem 291 00:10:28,130 --> 00:10:30,730 solving and self control, it's 292 00:10:30,790 --> 00:10:33,600 a good segue, is handling 293 00:10:33,600 --> 00:10:35,710 difficult customers. Do you guys 294 00:10:35,710 --> 00:10:37,670 have challenges with customers calling 295 00:10:37,670 --> 00:10:38,400 in? I know a lot 296 00:10:38,400 --> 00:10:39,930 of call centers and contact 297 00:10:39,930 --> 00:10:42,530 centers sometimes have customers who 298 00:10:42,530 --> 00:10:45,110 are frustrated or upset possibly 299 00:10:45,110 --> 00:10:47,310 with a policy or with 300 00:10:47,360 --> 00:10:48,580 a process or with the 301 00:10:48,580 --> 00:10:50,910 product and they call into 302 00:10:50,910 --> 00:10:53,130 the customer service representative to 303 00:10:53,130 --> 00:10:54,460 help them solve that problem. 304 00:10:54,770 --> 00:10:56,300 Do you guys experience that? 305 00:10:56,300 --> 00:10:58,020 And if you do, Neli, 306 00:10:58,220 --> 00:10:59,670 how do you advise your 307 00:11:00,070 --> 00:11:02,450 advisors to handle those situations? 308 00:11:05,160 --> 00:11:08,550 Firstly, our contact center is an outbound contact center where 309 00:11:08,550 --> 00:11:12,930 we actually call our candidates. Often 310 00:11:12,930 --> 00:11:13,910 than not, we do not 311 00:11:13,910 --> 00:11:17,400 get irate customers because remember 312 00:11:17,720 --> 00:11:18,880 our kind of service is 313 00:11:18,880 --> 00:11:21,770 different where these candidates are actually 314 00:11:22,010 --> 00:11:24,200 waiting, desperately waiting for this 315 00:11:24,720 --> 00:11:26,170 call from Harambee because this 316 00:11:26,170 --> 00:11:27,710 is more their last hope 317 00:11:28,000 --> 00:11:29,840 of actually changing their lives. 318 00:11:30,710 --> 00:11:32,530 However, what also makes it 319 00:11:32,530 --> 00:11:34,180 a bit easier for our advisors, 320 00:11:34,180 --> 00:11:35,860 the fact that themselves, they 321 00:11:35,860 --> 00:11:37,610 were once candidate. So everyone who works in 322 00:11:38,010 --> 00:11:39,980 the contact center was once 323 00:11:39,980 --> 00:11:41,810 a candidate. So those in 324 00:11:41,810 --> 00:11:43,130 the same position as the 325 00:11:43,130 --> 00:11:44,410 people they are talking to on the 326 00:11:44,410 --> 00:11:47,650 phone. Therefore,, when a candidate 327 00:11:47,650 --> 00:11:49,090 on the other line feeling 328 00:11:49,090 --> 00:11:51,960 like they depressed or they lost 329 00:11:51,960 --> 00:11:53,670 hope, they're easily able to 330 00:11:53,670 --> 00:11:55,150 sort of bring them back, 331 00:11:55,220 --> 00:11:56,850 give them hope in a 332 00:11:56,850 --> 00:11:58,170 sense that they can relate 333 00:11:58,220 --> 00:11:59,710 to the situation, they can 334 00:11:59,710 --> 00:12:01,610 relate to their story. Therefore, 335 00:12:01,730 --> 00:12:02,590 it makes it a bit 336 00:12:02,590 --> 00:12:05,700 easier for both parties to actually 337 00:12:05,960 --> 00:12:07,360 make sure that the person 338 00:12:07,360 --> 00:12:09,600 on the other line is 339 00:12:09,600 --> 00:12:11,500 a bit warm and able to give 340 00:12:11,750 --> 00:12:12,750 us the information that we 341 00:12:12,750 --> 00:12:13,880 require to be able to 342 00:12:13,880 --> 00:12:15,650 assist them. But however, the 343 00:12:15,650 --> 00:12:18,170 second layer is yes, not 344 00:12:18,400 --> 00:12:20,040 100% where you get people 345 00:12:20,040 --> 00:12:22,050 who are willing to give 346 00:12:22,050 --> 00:12:24,450 information. And that example is really 347 00:12:24,790 --> 00:12:28,510 on the call that made 348 00:12:28,510 --> 00:12:30,320 Thapelo to win this competition, 349 00:12:30,610 --> 00:12:32,190 is someone was very skeptical 350 00:12:32,190 --> 00:12:34,650 because the first part of 351 00:12:34,650 --> 00:12:36,780 the call, we verify personal 352 00:12:37,110 --> 00:12:39,360 information. So now the question, why 353 00:12:39,360 --> 00:12:40,310 are you even asking me 354 00:12:40,310 --> 00:12:41,990 my ID number? So now 355 00:12:41,990 --> 00:12:44,260 our advisors are able to 356 00:12:44,510 --> 00:12:46,350 handle those objections and how 357 00:12:46,350 --> 00:12:47,660 we help them is we've 358 00:12:47,660 --> 00:12:48,740 got a great team of 359 00:12:48,740 --> 00:12:50,610 QA as well as the 360 00:12:50,610 --> 00:12:53,100 team leaders, our supervisors and the 361 00:12:53,100 --> 00:12:54,330 trainer. We are able to 362 00:12:54,350 --> 00:12:55,500 help them in terms of 363 00:12:55,690 --> 00:12:56,980 how to handle some of 364 00:12:56,980 --> 00:12:59,020 these objections. But the main 365 00:12:59,020 --> 00:13:01,200 ingredient is really our advisors 366 00:13:01,200 --> 00:13:03,150 because they've been there, they're able 367 00:13:03,150 --> 00:13:05,220 to sort of make and 368 00:13:05,220 --> 00:13:06,930 relay the story to the 369 00:13:06,930 --> 00:13:08,720 next person to make sure that the warm up 370 00:13:08,720 --> 00:13:14,560 to the call. Yeah. Thapelo, 371 00:13:14,560 --> 00:13:15,470 can you tell us a 372 00:13:15,470 --> 00:13:17,060 little bit about that story 373 00:13:17,060 --> 00:13:20,730 where you were working with 374 00:13:20,730 --> 00:13:22,250 someone and they were really 375 00:13:22,250 --> 00:13:25,210 hesitant to work with you, 376 00:13:25,290 --> 00:13:26,710 and then how did you get 377 00:13:26,710 --> 00:13:28,930 them... Obviously Neli, you talked 378 00:13:28,930 --> 00:13:31,230 a lot about empathy and 379 00:13:31,230 --> 00:13:32,850 being able to relate to 380 00:13:32,850 --> 00:13:34,420 the people who you're speaking 381 00:13:34,420 --> 00:13:35,880 with. And so Thapelo, can 382 00:13:35,880 --> 00:13:37,210 you share a little bit about that as 383 00:13:37,210 --> 00:13:40,350 well? All right. I'd say 384 00:13:40,590 --> 00:13:43,620 the call for me was an 385 00:13:43,620 --> 00:13:45,680 eye opener. It made me 386 00:13:45,680 --> 00:13:47,470 realize that most of our 387 00:13:47,470 --> 00:13:50,220 candidates believe that there's a lot of scams 388 00:13:50,220 --> 00:13:51,650 going on. And with that being said, it had me basically worried and I had to explain what Harambee as a brand stands for. 389 00:14:06,270 --> 00:14:07,120 I had to also remind the candidate that we really want to help them and I had to show 390 00:14:07,120 --> 00:14:08,470 the candidate and make them 391 00:14:08,470 --> 00:14:10,670 understand that I too have been in their 392 00:14:10,670 --> 00:14:14,300 shoes. But holistically, I needed to 393 00:14:14,670 --> 00:14:17,300 remind them that as a 394 00:14:17,300 --> 00:14:19,020 young South Africans, their journey 395 00:14:19,020 --> 00:14:20,920 is common and the call 396 00:14:20,920 --> 00:14:23,170 center department at Harambee has 397 00:14:23,430 --> 00:14:24,960 a lot of those agents who 398 00:14:24,960 --> 00:14:26,160 come from the same line. 399 00:14:27,880 --> 00:14:28,080 And it was a bit difficult because the candidate had a lot 400 00:14:28,080 --> 00:14:33,770 of doubt, but he warmed 401 00:14:33,770 --> 00:14:35,350 up as soon as I shared with him that 402 00:14:35,810 --> 00:14:36,250 it is a free service 403 00:14:36,250 --> 00:14:40,960 and we wanted to help them as best as we can. I'd say 404 00:14:40,960 --> 00:14:44,280 even customer complaints, even customer 405 00:14:44,280 --> 00:14:46,760 queries, they do also help 406 00:14:46,910 --> 00:14:47,930 us as agents to better 407 00:14:47,930 --> 00:14:50,910 ourselves and in handling the 408 00:14:50,910 --> 00:14:52,190 next candidate that has a 409 00:14:52,190 --> 00:14:54,980 similar problem. I would say 410 00:14:54,980 --> 00:14:58,770 we draw a lot of energy from those complaints because they help us in 411 00:14:58,770 --> 00:15:02,490 improving services. And the team as Neli 412 00:15:03,450 --> 00:15:06,310 as highlighted have put aside 413 00:15:06,710 --> 00:15:07,590 the procedures in order for 414 00:15:07,910 --> 00:15:10,530 us to handle those queries. 415 00:15:11,530 --> 00:15:12,130 And it's something that we really, really 416 00:15:14,160 --> 00:15:16,750 as agents like and enjoy 417 00:15:16,840 --> 00:15:18,710 doing, making someone understand the 418 00:15:18,710 --> 00:15:21,930 importance or Harambee in essence 419 00:15:22,480 --> 00:15:25,530 to their life. Yeah. And I think it is 420 00:15:25,530 --> 00:15:26,590 great too that you guys 421 00:15:26,590 --> 00:15:29,600 have that experience as well that you can 422 00:15:29,600 --> 00:15:31,760 share with them since you've 423 00:15:31,760 --> 00:15:33,390 been in the same situation 424 00:15:33,390 --> 00:15:34,470 and you can relate to 425 00:15:34,470 --> 00:15:35,530 what they're saying, but then 426 00:15:35,530 --> 00:15:36,940 also that's convincing to them 427 00:15:36,940 --> 00:15:39,440 as well. Just having that 428 00:15:39,440 --> 00:15:41,280 human empathy though, just that 429 00:15:41,280 --> 00:15:43,170 human element of wanting to 430 00:15:43,170 --> 00:15:46,480 help someone and to understand their situation 431 00:15:46,950 --> 00:15:47,810 I think goes a long 432 00:15:47,810 --> 00:15:50,000 way in customer service, for 433 00:15:50,000 --> 00:15:53,380 sure. Absolutely. I think one 434 00:15:53,380 --> 00:15:54,300 of the main thing as 435 00:15:54,300 --> 00:15:56,570 well is being connected to 436 00:15:56,570 --> 00:15:59,680 the Harambee[inaudible 00:00:15:57]. And our 437 00:15:59,680 --> 00:16:01,990 space really is about anyone 438 00:16:01,990 --> 00:16:03,390 who works in the organization, 439 00:16:03,390 --> 00:16:04,250 you really have to be 440 00:16:04,250 --> 00:16:05,760 a good fit for what 441 00:16:05,760 --> 00:16:07,640 we're driving as Harambee, for what 442 00:16:07,640 --> 00:16:09,940 we stand for. So being 443 00:16:09,940 --> 00:16:11,640 connected to the purpose as Harambee, it 444 00:16:12,370 --> 00:16:14,000 really plays a huge role 445 00:16:14,000 --> 00:16:16,860 where people still feel energized 446 00:16:16,860 --> 00:16:17,940 to come to work because 447 00:16:17,940 --> 00:16:20,230 it's really not about target. 448 00:16:20,680 --> 00:16:21,680 In our space, we use 449 00:16:21,680 --> 00:16:22,840 a language, where how many 450 00:16:22,840 --> 00:16:24,240 lives did you change on 451 00:16:24,240 --> 00:16:25,990 a daily basis? Wow! It's 452 00:16:25,990 --> 00:16:28,670 not really about how many in 453 00:16:28,670 --> 00:16:30,830 terms of how many, in 454 00:16:30,830 --> 00:16:31,930 other industries they will tell 455 00:16:31,930 --> 00:16:32,960 you about the target. You need 456 00:16:32,960 --> 00:16:33,920 to make 20 or you 457 00:16:33,920 --> 00:16:34,750 need to have spoken to 458 00:16:34,750 --> 00:16:36,270 50 people. We don't use 459 00:16:36,270 --> 00:16:37,390 that language at all because 460 00:16:37,390 --> 00:16:39,090 you understand what Harambee is 461 00:16:39,090 --> 00:16:40,400 all about. We use a 462 00:16:40,400 --> 00:16:42,700 simple language, how many lives 463 00:16:42,840 --> 00:16:43,690 did you change on a 464 00:16:43,690 --> 00:16:44,980 daily basis, which makes it 465 00:16:44,980 --> 00:16:46,570 easy for the negative for 466 00:16:46,570 --> 00:16:48,430 the advisors to really wake 467 00:16:48,430 --> 00:16:49,560 up in the morning, come 468 00:16:49,560 --> 00:16:50,390 to work because they are 469 00:16:50,390 --> 00:16:52,570 driven by these peoples. I 470 00:16:52,570 --> 00:16:53,400 want to go to work 471 00:16:53,400 --> 00:16:55,260 because I really want to 472 00:16:55,260 --> 00:16:57,850 change lives. That's all it 473 00:16:57,850 --> 00:17:00,350 is in our space. That's 474 00:17:00,350 --> 00:17:03,710 amazing. Yeah, that is... When 475 00:17:03,710 --> 00:17:05,730 we talk about metrics and 476 00:17:07,250 --> 00:17:08,260 it's nice to hear this 477 00:17:08,260 --> 00:17:11,920 different side of service where 478 00:17:12,310 --> 00:17:13,370 you can have an 18 479 00:17:13,370 --> 00:17:15,530 minute call and you can, 480 00:17:16,010 --> 00:17:17,620 change someone's life on a 481 00:17:17,620 --> 00:17:19,500 daily basis. That's pretty powerful. 482 00:17:20,140 --> 00:17:22,440 Yeah, it is. I'd say 483 00:17:22,840 --> 00:17:26,110 what satisfies us as agents is the 484 00:17:26,110 --> 00:17:29,290 fact that when you assist 485 00:17:29,290 --> 00:17:31,020 someone, you don't get anything 486 00:17:32,350 --> 00:17:33,240 back. But the fact that you 487 00:17:34,320 --> 00:17:36,230 have changed someone's life or 488 00:17:36,230 --> 00:17:39,340 situation is more and more complimentary than 489 00:17:39,340 --> 00:17:41,980 anything else. It means that 490 00:17:41,980 --> 00:17:47,090 you regenerate a goal of loyalty between us and candidates. And 491 00:17:47,090 --> 00:17:48,340 it's much more easier for 492 00:17:48,340 --> 00:17:50,610 them to even refer us to other 493 00:17:51,120 --> 00:17:55,430 young South Africans who are seeking help. I'd say the candidate that we are 494 00:17:55,430 --> 00:17:59,670 on the phone now is really the candidate that you want to help. So 495 00:18:00,770 --> 00:18:04,400 case by case, every case is important. Every call 496 00:18:04,400 --> 00:18:07,570 that we meet is entirely to change someone's life. 497 00:18:08,080 --> 00:18:13,370 So that's what we stand for and that's the culture here. is amazing. 498 00:18:14,940 --> 00:18:16,870 It's a nice transition into 499 00:18:17,460 --> 00:18:19,020 our next point, which is 500 00:18:19,020 --> 00:18:22,530 about recognizing and rewarding agents. 501 00:18:22,600 --> 00:18:24,850 Because you said that's your 502 00:18:24,850 --> 00:18:26,310 reward for you is that 503 00:18:26,310 --> 00:18:27,320 you get to change people's 504 00:18:27,320 --> 00:18:30,360 lives. Obviously, we recognized you 505 00:18:30,360 --> 00:18:32,010 in the CX Heroes program 506 00:18:32,580 --> 00:18:34,400 for Genesys and you joined 507 00:18:34,400 --> 00:18:35,700 us on the main stage 508 00:18:35,700 --> 00:18:38,070 in Amsterdam, which was fantastic. 509 00:18:38,690 --> 00:18:39,650 And for all of you 510 00:18:40,020 --> 00:18:42,030 who's listening, check out the 511 00:18:42,160 --> 00:18:45,280 genesys. com/ cxheroes landing page. 512 00:18:45,570 --> 00:18:48,060 You can see Thapelo's blog 513 00:18:48,060 --> 00:18:50,160 post about his story and 514 00:18:50,160 --> 00:18:51,400 we're uploading a new video 515 00:18:51,400 --> 00:18:53,870 there soon too, highlighting Thapelo 516 00:18:53,910 --> 00:18:55,810 and hearing his story on 517 00:18:55,810 --> 00:18:58,900 camera. CX Heroes is a 518 00:18:58,900 --> 00:19:02,180 great program where anyone out 519 00:19:02,180 --> 00:19:03,690 there, anywhere around the world 520 00:19:03,690 --> 00:19:06,260 can recognize an agent or 521 00:19:06,260 --> 00:19:07,950 a service rep or an 522 00:19:07,950 --> 00:19:10,150 advisor, a manager, or a 523 00:19:10,150 --> 00:19:13,250 supervisor for providing great customer 524 00:19:13,250 --> 00:19:15,880 service. Just listening, caring, having 525 00:19:15,880 --> 00:19:17,910 empathy, or just solving a 526 00:19:17,910 --> 00:19:19,560 problem in a unique way. 527 00:19:20,140 --> 00:19:20,730 And you can read some 528 00:19:20,730 --> 00:19:21,640 of the stories up there, 529 00:19:21,640 --> 00:19:23,330 but the nomination form's there, 530 00:19:23,330 --> 00:19:24,520 just fill out the form 531 00:19:24,520 --> 00:19:27,680 and tell your story. And 532 00:19:27,870 --> 00:19:29,650 then we received the nominations 533 00:19:29,650 --> 00:19:31,380 and we select them, the 534 00:19:31,380 --> 00:19:32,360 stories that we're going to 535 00:19:32,360 --> 00:19:34,360 tell and we do video 536 00:19:34,360 --> 00:19:35,340 as well as blogs and 537 00:19:35,340 --> 00:19:36,420 social media. So I would 538 00:19:36,420 --> 00:19:38,410 encourage you to submit stories 539 00:19:38,410 --> 00:19:40,260 if you're listening because it 540 00:19:40,260 --> 00:19:43,270 does recognize your agents and 541 00:19:43,740 --> 00:19:44,810 your company as well for 542 00:19:44,810 --> 00:19:46,920 providing great service. How do 543 00:19:46,920 --> 00:19:50,110 you guys, Neli, internally, do 544 00:19:50,110 --> 00:19:51,330 you guys have any internal 545 00:19:51,330 --> 00:19:52,920 program that you guys use 546 00:19:52,920 --> 00:19:55,530 to recognize your advisors for 547 00:19:55,530 --> 00:19:57,650 doing good work? Yes, we 548 00:19:57,650 --> 00:19:59,650 do, but what is important 549 00:19:59,650 --> 00:20:01,210 is we do not drive 550 00:20:01,210 --> 00:20:04,670 any monetary rewards, as I 551 00:20:04,670 --> 00:20:06,480 said, because we really want 552 00:20:06,480 --> 00:20:08,810 the team to be connected 553 00:20:08,810 --> 00:20:10,720 to the purpose. However, on 554 00:20:10,720 --> 00:20:13,420 a monthly basis, we award 555 00:20:13,960 --> 00:20:16,760 our overall top achiever in 556 00:20:16,760 --> 00:20:17,810 a sense that we look 557 00:20:17,810 --> 00:20:19,500 at adherence. For us, as 558 00:20:19,500 --> 00:20:21,450 I alluded earlier on the 559 00:20:21,720 --> 00:20:24,070 changing of lives, we really 560 00:20:24,070 --> 00:20:25,240 bring it back when we 561 00:20:25,240 --> 00:20:26,730 reward people at the end 562 00:20:26,730 --> 00:20:27,870 of the month where we 563 00:20:28,400 --> 00:20:30,680 look at, were you punctual? 564 00:20:30,680 --> 00:20:31,510 Do you come to work 565 00:20:31,510 --> 00:20:32,830 on time? Because we look 566 00:20:32,830 --> 00:20:33,750 at, if you are late 567 00:20:33,750 --> 00:20:34,900 for five minutes or 10 568 00:20:34,900 --> 00:20:36,070 minutes, we really link it 569 00:20:36,190 --> 00:20:37,780 back to say you've missed 570 00:20:37,780 --> 00:20:39,640 an opportunity to change someone's 571 00:20:39,640 --> 00:20:40,890 life in the 10 minutes. 572 00:20:41,200 --> 00:20:42,130 So we don't really talk 573 00:20:42,130 --> 00:20:44,130 about you are late, but 574 00:20:44,130 --> 00:20:45,130 we relate it back to 575 00:20:45,360 --> 00:20:47,550 really seeing the importance and 576 00:20:47,550 --> 00:20:49,030 the impact of you being 577 00:20:49,030 --> 00:20:51,120 late to work. Therefore, we 578 00:20:51,120 --> 00:20:52,260 reward them in the sense 579 00:20:52,260 --> 00:20:55,250 that the adherence to schedule 580 00:20:55,520 --> 00:20:56,990 and how many lives did 581 00:20:56,990 --> 00:20:58,900 you change, but especially the one 582 00:20:58,900 --> 00:21:00,260 big element is really about the 583 00:21:00,260 --> 00:21:01,960 quality. We're not really looking 584 00:21:01,960 --> 00:21:02,910 at the number of lives that 585 00:21:03,190 --> 00:21:04,060 you changed, but the quality 586 00:21:04,060 --> 00:21:05,500 of the conversation that you 587 00:21:05,500 --> 00:21:07,720 have. And what also is 588 00:21:07,720 --> 00:21:10,110 important in these monthly meetings 589 00:21:10,180 --> 00:21:11,160 that we normally have where 590 00:21:11,160 --> 00:21:13,070 we recognize our team, it's 591 00:21:13,070 --> 00:21:15,460 really about we give them certificated 592 00:21:15,460 --> 00:21:16,760 at the end of the 593 00:21:16,760 --> 00:21:19,700 session and importantly, even the 594 00:21:19,700 --> 00:21:21,870 candidate themselves, that we actually match 595 00:21:22,620 --> 00:21:23,830 to these candidates. They do 596 00:21:23,830 --> 00:21:24,970 come through to the contact 597 00:21:24,970 --> 00:21:27,150 center, where now they meet the 598 00:21:27,150 --> 00:21:28,530 person who they spoke to 599 00:21:28,530 --> 00:21:29,990 over the phone just to 600 00:21:29,990 --> 00:21:32,230 show appreciation. And I can 601 00:21:32,230 --> 00:21:34,060 tell you Jill, the atmosphere 602 00:21:34,500 --> 00:21:35,930 in the room, it's something 603 00:21:35,930 --> 00:21:36,490 else where you are now 604 00:21:36,490 --> 00:21:39,130 meeting the person you spoke 605 00:21:39,130 --> 00:21:40,850 to over the phone. Now, 606 00:21:40,970 --> 00:21:42,490 actually the advisor is meeting 607 00:21:42,490 --> 00:21:43,420 the person who they were 608 00:21:43,420 --> 00:21:44,600 talking to on the phone. 609 00:21:45,000 --> 00:21:46,970 So that magic is what we do on 610 00:21:46,970 --> 00:21:48,440 a monthly basis where we 611 00:21:48,440 --> 00:21:49,560 make sure that we invite 612 00:21:49,560 --> 00:21:51,220 someone we've placed who are 613 00:21:51,220 --> 00:21:52,350 coming to the contact center 614 00:21:52,510 --> 00:21:53,590 to make sure that we 615 00:21:53,590 --> 00:21:55,580 reignite that energy, that spirit 616 00:21:56,120 --> 00:21:57,100 to make sure that what we do 617 00:21:57,100 --> 00:21:58,140 is not just a dream. 618 00:21:58,320 --> 00:21:59,550 It's really something that it's 619 00:21:59,550 --> 00:22:01,650 happening, it's real, and the 620 00:22:01,650 --> 00:22:03,670 person that we are speaking to is actually next 621 00:22:03,670 --> 00:22:05,500 to them. Yeah, and it's 622 00:22:05,500 --> 00:22:07,610 so inspirational too for everyone 623 00:22:08,300 --> 00:22:08,980 to be a part of 624 00:22:08,980 --> 00:22:15,640 that moment with your candidate. an 625 00:22:15,640 --> 00:22:18,650 agent, from my side, I 626 00:22:18,650 --> 00:22:20,730 think it's much more satisfactory 627 00:22:21,650 --> 00:22:23,020 whenever you see someone that 628 00:22:23,020 --> 00:22:32,420 you assisted or hear a story about someone that you assisted. It's great to hear such stories. But whenever 629 00:22:32,420 --> 00:22:32,720 you hear it, it's more 630 00:22:32,720 --> 00:22:32,960 satisfactory than anything else. I 631 00:22:37,590 --> 00:22:40,480 think the initiative, I think the team also 632 00:22:40,480 --> 00:22:41,440 wants to come up with 633 00:22:41,990 --> 00:22:45,610 new ideas in order to incentivize, in order to just 634 00:22:46,080 --> 00:22:54,910 remind us of the cause and why we do this. So it doesn't... Yeah, it is quite[inaudible 00:22:53]. Yeah, and I think 635 00:22:55,320 --> 00:22:56,520 there's something face to face 636 00:22:56,520 --> 00:22:57,210 too. When you get to 637 00:22:57,210 --> 00:22:58,470 meet people face to face 638 00:22:58,470 --> 00:23:00,690 too, it's a special moment. 639 00:23:01,470 --> 00:23:05,820 Yeah. talk a little bit about the loyalty 640 00:23:05,820 --> 00:23:08,530 or the word of mouth 641 00:23:08,530 --> 00:23:09,840 that sort of happens for 642 00:23:10,060 --> 00:23:11,610 Harambee and what that might 643 00:23:11,610 --> 00:23:12,590 look like. So as we 644 00:23:12,590 --> 00:23:16,670 know, turning customers into... Giving 645 00:23:16,670 --> 00:23:19,090 a positive customer service experience 646 00:23:19,150 --> 00:23:21,940 turns customers to being loyal 647 00:23:21,940 --> 00:23:25,210 to your company or your 648 00:23:25,210 --> 00:23:28,250 product or your brand. And 649 00:23:28,250 --> 00:23:29,150 so you talked a little 650 00:23:29,150 --> 00:23:30,740 bit about this earlier, and 651 00:23:30,740 --> 00:23:31,640 so I'd like to expand 652 00:23:31,640 --> 00:23:33,040 more on it, but when 653 00:23:33,040 --> 00:23:36,640 you place someone, do they 654 00:23:36,640 --> 00:23:37,890 go out and tell other 655 00:23:37,890 --> 00:23:39,410 people like, I got this 656 00:23:39,410 --> 00:23:42,290 job and I'm supporting, helping 657 00:23:42,290 --> 00:23:44,390 my family now and what 658 00:23:44,390 --> 00:23:45,420 does that word of mouth 659 00:23:45,420 --> 00:23:46,380 look like or how does 660 00:23:46,380 --> 00:23:48,440 that work for you all? 661 00:23:49,460 --> 00:23:51,570 Yep. A typical example is 662 00:23:51,570 --> 00:23:52,950 the call that made Thapelo 663 00:23:53,880 --> 00:23:58,890 win this competition. heard about Harambee 664 00:23:59,520 --> 00:24:01,060 from someone in his neighbor. 665 00:24:01,890 --> 00:24:03,810 So that person was assisted 666 00:24:03,810 --> 00:24:06,340 by Harambee and therefore our 667 00:24:06,990 --> 00:24:11,090 candidates, they're more able to 668 00:24:11,090 --> 00:24:12,740 refer other people because of 669 00:24:12,740 --> 00:24:14,110 the service they've got. And 670 00:24:14,110 --> 00:24:15,240 not because they've got a 671 00:24:15,240 --> 00:24:17,510 job necessarily, but remember that our 672 00:24:17,670 --> 00:24:19,040 conversation is not really about 673 00:24:19,040 --> 00:24:20,520 placing people to a job, but it's 674 00:24:20,520 --> 00:24:22,350 also about giving them skills 675 00:24:22,560 --> 00:24:23,590 to make sure that they 676 00:24:23,590 --> 00:24:24,700 can still be able to 677 00:24:24,700 --> 00:24:27,130 go out and seek employment 678 00:24:27,170 --> 00:24:28,580 on their own without really 679 00:24:28,890 --> 00:24:30,700 and being placed by us. 680 00:24:30,950 --> 00:24:32,370 But the conversation that we 681 00:24:32,370 --> 00:24:34,360 have and the readiness program 682 00:24:34,360 --> 00:24:36,040 that as Harambee we provide 683 00:24:36,530 --> 00:24:39,610 enables them to actually gain 684 00:24:39,610 --> 00:24:41,390 more skills, and that skills 685 00:24:41,390 --> 00:24:42,130 that they can actually practice 686 00:24:43,070 --> 00:24:44,640 is they go out and 687 00:24:44,640 --> 00:24:46,550 seeking for employment. So for 688 00:24:46,550 --> 00:24:48,590 us really our candidates, they are actually 689 00:24:48,590 --> 00:24:50,740 our... They spread the word 690 00:24:50,790 --> 00:24:52,050 of what we do as 691 00:24:52,420 --> 00:24:54,290 Harambee and that makes it really 692 00:24:54,290 --> 00:24:56,150 easy on our side. Even 693 00:24:56,150 --> 00:24:57,440 though we are on Facebook, 694 00:24:57,760 --> 00:24:58,410 we are on WhatsApp and 695 00:24:59,230 --> 00:25:00,650 all other platforms, but our 696 00:25:00,650 --> 00:25:02,810 real big ingredient is really 697 00:25:02,810 --> 00:25:04,110 the word of mouth. Because 698 00:25:04,680 --> 00:25:06,680 for us, every conversation is 699 00:25:06,680 --> 00:25:08,200 just not a number, it's 700 00:25:08,200 --> 00:25:09,880 a life that we're talking to, it's 701 00:25:10,090 --> 00:25:11,790 a life that we're changing. Therefore, 702 00:25:12,000 --> 00:25:13,220 the connection and the importance 703 00:25:13,220 --> 00:25:15,450 of that conversation makes it... 704 00:25:15,650 --> 00:25:16,970 It has a huge impact 705 00:25:16,970 --> 00:25:18,690 than just someone you just 706 00:25:18,690 --> 00:25:20,000 met and that's it, or 707 00:25:20,000 --> 00:25:22,170 someone more like of a hit and run, 708 00:25:22,430 --> 00:25:23,490 what you normally find in 709 00:25:23,490 --> 00:25:24,730 other places. But for us, it's really 710 00:25:25,090 --> 00:25:26,620 the impact that we have in 711 00:25:26,740 --> 00:25:28,650 each and every conversation that we have with 712 00:25:28,650 --> 00:25:33,020 our candidates. That is fascinating. 713 00:25:33,020 --> 00:25:36,240 And what a great story 714 00:25:36,240 --> 00:25:37,660 about word of mouth marketing 715 00:25:37,890 --> 00:25:40,040 or word of mouth validation 716 00:25:40,040 --> 00:25:42,500 for advocacy and creating loyal 717 00:25:42,500 --> 00:25:45,610 customers. That's a pretty powerful 718 00:25:45,610 --> 00:25:47,240 moment when people are talking 719 00:25:47,240 --> 00:25:50,520 about your program in their 720 00:25:50,520 --> 00:25:53,900 communities so often. And not 721 00:25:53,900 --> 00:25:55,780 only do they just refer, 722 00:25:55,780 --> 00:25:56,710 but some of them, they 723 00:25:56,710 --> 00:25:57,770 even come back to the 724 00:25:57,770 --> 00:25:59,960 office and say, I've got 725 00:25:59,960 --> 00:26:01,210 a job and thanks to 726 00:26:01,210 --> 00:26:02,900 you, Harambee, I am who I 727 00:26:02,900 --> 00:26:04,010 am today because of your assistance. 728 00:26:04,930 --> 00:26:06,170 So it's really about that 729 00:26:06,170 --> 00:26:07,800 impact with people. We give 730 00:26:07,800 --> 00:26:09,590 them skills as small as, 731 00:26:10,010 --> 00:26:11,750 did that actually to increase 732 00:26:11,750 --> 00:26:13,220 your chances of being employed, 733 00:26:13,440 --> 00:26:14,400 you need to have a 734 00:26:14,400 --> 00:26:16,630 driver's license. People start thinking 735 00:26:16,630 --> 00:26:18,100 about, okay, how do I 736 00:26:18,170 --> 00:26:19,590 go about getting my license? 737 00:26:19,590 --> 00:26:20,530 As soon as they get 738 00:26:20,530 --> 00:26:22,220 that piece of paper, which 739 00:26:22,220 --> 00:26:23,940 now validates them as drivers, 740 00:26:23,940 --> 00:26:27,620 they come to the office 741 00:26:28,510 --> 00:26:29,830 and show us and say, here's 742 00:26:31,120 --> 00:26:33,460 my driver's license and we 743 00:26:33,460 --> 00:26:35,040 celebrate with them. So those 744 00:26:35,040 --> 00:26:36,660 stories are those stories that we 745 00:26:36,660 --> 00:26:39,010 really find, they're more impactful 746 00:26:39,010 --> 00:26:40,240 than anything else that we 747 00:26:40,240 --> 00:26:43,880 can ever speak about. Yeah, 748 00:26:43,950 --> 00:26:45,100 because you really are changing 749 00:26:45,100 --> 00:26:51,840 lives. I mean it's for[crosstalk 00:26:48]. So 750 00:26:51,840 --> 00:26:53,220 in getting into number five 751 00:26:53,220 --> 00:26:55,060 here and Thapelo, I would love 752 00:26:55,060 --> 00:26:56,420 to hear your insight on 753 00:26:56,420 --> 00:27:00,560 this. We talk about personalization 754 00:27:00,590 --> 00:27:02,500 in customer service a lot, 755 00:27:02,500 --> 00:27:05,770 but personalization sometimes isn't done 756 00:27:05,770 --> 00:27:07,170 the right way. It's done 757 00:27:08,150 --> 00:27:09,510 where you're getting targeted by 758 00:27:09,510 --> 00:27:13,900 an ad or you're just 759 00:27:13,900 --> 00:27:17,070 a number in a data. 760 00:27:17,460 --> 00:27:19,210 And so this is great 761 00:27:19,210 --> 00:27:20,150 now like because you just touched 762 00:27:20,150 --> 00:27:21,420 on this too is we 763 00:27:21,420 --> 00:27:22,410 don't look at people as 764 00:27:22,410 --> 00:27:24,980 numbers. But often customer service, 765 00:27:24,980 --> 00:27:26,020 there are numbers and there's 766 00:27:26,720 --> 00:27:28,610 data from them and people 767 00:27:28,820 --> 00:27:30,830 are getting targeted based off 768 00:27:30,830 --> 00:27:33,510 of their persona. At Genesys, 769 00:27:33,510 --> 00:27:34,420 We like to talk about 770 00:27:34,420 --> 00:27:36,500 it as personalization more as 771 00:27:36,500 --> 00:27:37,980 a unique experience. And I 772 00:27:38,330 --> 00:27:39,900 think Harambee is perfect for this, 773 00:27:39,900 --> 00:27:41,660 right? Because you guys are 774 00:27:41,660 --> 00:27:43,900 giving unique experiences every day, 775 00:27:43,900 --> 00:27:45,290 every time you're on the 776 00:27:45,290 --> 00:27:47,240 phone with someone. But we 777 00:27:47,240 --> 00:27:48,470 like to talk about how 778 00:27:49,470 --> 00:27:53,240 the customers, personalization is really 779 00:27:53,240 --> 00:27:55,320 about them being treated special 780 00:27:55,320 --> 00:27:57,690 and unique and that there 781 00:27:57,690 --> 00:27:59,380 is information coming in about 782 00:27:59,380 --> 00:28:00,960 them, but that information is 783 00:28:00,960 --> 00:28:02,870 actually is used to help 784 00:28:02,870 --> 00:28:06,140 them to have a better 785 00:28:06,140 --> 00:28:07,740 service or a better experience. 786 00:28:09,470 --> 00:28:10,330 And so I'd like to 787 00:28:10,330 --> 00:28:11,470 hear what you guys think 788 00:28:11,470 --> 00:28:14,800 about that. Thapelo, start with 789 00:28:14,800 --> 00:28:17,170 you on how do you 790 00:28:17,170 --> 00:28:19,710 make your customers feel unique 791 00:28:19,710 --> 00:28:20,750 or special? And I'm sure 792 00:28:20,750 --> 00:28:22,300 all their stories are unique, 793 00:28:22,650 --> 00:28:24,010 but is there a certain 794 00:28:24,010 --> 00:28:24,930 thing that you do to 795 00:28:24,930 --> 00:28:26,890 help them feel like they're 796 00:28:26,890 --> 00:28:28,770 the only customer or candidate 797 00:28:28,770 --> 00:28:29,700 in the world right now 798 00:28:29,700 --> 00:28:30,540 that you're with on the 799 00:28:30,540 --> 00:28:34,610 phone? All right. I'd say as we've highlighted earlier regarding the history that as call center agents we have as Harambee, and Harambee all come from this system. First thing is understanding that we 800 00:28:35,460 --> 00:28:56,730 as agents have the responsibility to help someone. And if we have the right information, we can use that information to match them to opportunities as best as we can. In my line of work, 801 00:29:02,630 --> 00:29:04,670 I'd say being polite, being flexible, being 802 00:29:06,490 --> 00:29:11,840 attentive contributes very well in gathering the right information. 803 00:29:12,240 --> 00:29:13,580 I'd say I also tend 804 00:29:13,580 --> 00:29:15,790 to be a bit personal. 805 00:29:16,390 --> 00:29:17,910 I tend to warm up 806 00:29:17,910 --> 00:29:19,940 to candidates as well. And 807 00:29:21,160 --> 00:29:23,310 I ask questions that really, really 808 00:29:23,380 --> 00:29:26,110 at times would make someone 809 00:29:26,110 --> 00:29:27,710 think. I do motivate as 810 00:29:27,710 --> 00:29:33,220 well. I believe our scripts nowadays, we do give. What that means 811 00:29:33,220 --> 00:29:35,020 is basically we do motivate. 812 00:29:35,060 --> 00:29:39,240 Whenever there's an opportunity to study, we 813 00:29:39,240 --> 00:29:41,290 do refer candidates on where to go 814 00:29:41,290 --> 00:29:42,900 in terms of study. So 815 00:29:42,900 --> 00:29:44,710 it becomes more personal. It 816 00:29:44,710 --> 00:29:47,700 doesn't really become more, give 817 00:29:47,700 --> 00:29:50,330 me data. It's more, let's 818 00:29:50,330 --> 00:29:52,170 have a relationship, let's build 819 00:29:52,170 --> 00:29:52,840 a relationship where this training 820 00:29:52,840 --> 00:29:59,750 will work for both of us. So it's a small view us 821 00:30:00,010 --> 00:30:15,840 as agents giving ourselves, mirroring the candidate, making sure that I understand them and their information, understanding how important it is. Yeah. So 822 00:30:15,840 --> 00:30:17,370 just to add on that, Jill, is 823 00:30:17,370 --> 00:30:19,680 that really what makes our 824 00:30:20,320 --> 00:30:22,700 candidates unique is the fact 825 00:30:22,700 --> 00:30:24,570 that the conversation, it's really 826 00:30:24,610 --> 00:30:28,380 about that individual. So we 827 00:30:28,380 --> 00:30:29,600 do not have a script. 828 00:30:29,900 --> 00:30:31,630 What we have is more 829 00:30:31,630 --> 00:30:33,290 of guidelines of some of 830 00:30:33,660 --> 00:30:34,790 the questions that they need to ask, but 831 00:30:34,880 --> 00:30:36,700 really the conversation is about 832 00:30:36,930 --> 00:30:38,140 the response you get from 833 00:30:38,140 --> 00:30:39,690 the candidate. That's what drives 834 00:30:39,690 --> 00:30:41,750 the conversation. So it's not 835 00:30:41,750 --> 00:30:42,580 really... We don't have the 836 00:30:43,160 --> 00:30:44,620 blanket approach on each and 837 00:30:44,620 --> 00:30:47,030 every conversation. It's really driven 838 00:30:47,030 --> 00:30:48,090 by the response you get 839 00:30:48,090 --> 00:30:49,360 from a candidate from you 840 00:30:49,650 --> 00:30:51,360 listening to the candidate on the 841 00:30:53,870 --> 00:30:55,960 other line. It makes you to really 842 00:30:55,960 --> 00:30:58,020 be able to give the 843 00:30:58,020 --> 00:30:59,820 information that they need. For 844 00:30:59,820 --> 00:31:02,940 example, if someone says, I 845 00:31:02,990 --> 00:31:05,020 completed my[ foreign language 00:31:00]. in our 846 00:31:05,020 --> 00:31:06,460 language, that is like the 847 00:31:06,850 --> 00:31:09,380 highest high school and someone 848 00:31:09,440 --> 00:31:13,560 who's completed university, they advise that 849 00:31:13,660 --> 00:31:14,930 you're going to give, all the tip 850 00:31:15,060 --> 00:31:16,220 you're going to give can never be the 851 00:31:16,220 --> 00:31:18,420 same because these people are 852 00:31:18,420 --> 00:31:20,230 not in the same space 853 00:31:20,660 --> 00:31:22,800 in their lives. Therefore, every 854 00:31:22,800 --> 00:31:25,220 conversation is unique to that 855 00:31:25,220 --> 00:31:26,960 individual. So it's not like 856 00:31:26,960 --> 00:31:28,240 a script where you have 857 00:31:28,280 --> 00:31:29,360 to ask this question and, 858 00:31:29,360 --> 00:31:30,780 and, and, but it's really 859 00:31:30,780 --> 00:31:32,760 about the conversation depending on 860 00:31:33,100 --> 00:31:34,530 the conversation that you have or the 861 00:31:34,530 --> 00:31:36,120 responses that you get from 862 00:31:36,120 --> 00:31:37,770 the candidate. So that makes it a 863 00:31:37,770 --> 00:31:41,590 unique, individual, and unique conversation 864 00:31:41,590 --> 00:31:43,130 because you can find that 865 00:31:43,130 --> 00:31:44,410 you've spoken to five people, 866 00:31:44,410 --> 00:31:45,850 but the tips that you gave that 867 00:31:45,850 --> 00:31:47,840 person, they're different depending on 868 00:31:47,840 --> 00:31:51,270 their circumstances, depending on their background, depending on where 869 00:31:51,270 --> 00:31:53,220 they are at this point in time. 870 00:31:54,440 --> 00:31:55,990 Yeah. And the foundation of 871 00:31:55,990 --> 00:31:57,530 your organization is set up 872 00:31:57,530 --> 00:31:58,810 that way. So I think 873 00:31:58,810 --> 00:32:01,970 that... Right? Like it's helpful 874 00:32:01,970 --> 00:32:06,930 that policy or the program 875 00:32:06,930 --> 00:32:07,640 is set up in a 876 00:32:07,640 --> 00:32:09,480 way to empower you all, 877 00:32:09,620 --> 00:32:12,220 the employees, to give the 878 00:32:12,220 --> 00:32:13,430 best service you can and 879 00:32:13,540 --> 00:32:14,420 to treat everyone as a 880 00:32:14,420 --> 00:32:18,180 unique individual. And the KPIs and the 881 00:32:18,180 --> 00:32:19,230 metrics are set up to 882 00:32:19,230 --> 00:32:21,510 support that as well. But 883 00:32:21,510 --> 00:32:22,160 I think it's a great 884 00:32:22,160 --> 00:32:24,400 example of how it starts 885 00:32:24,400 --> 00:32:25,930 with everyone in the entire 886 00:32:25,930 --> 00:32:28,850 company to make sure that 887 00:32:28,850 --> 00:32:30,110 everyone's on the same page 888 00:32:30,110 --> 00:32:31,580 in providing that service, that 889 00:32:31,580 --> 00:32:34,080 unique service to your candidates. 890 00:32:34,460 --> 00:32:35,200 Do you agree with that?[crosstalk 00: 891 00:32:35,200 --> 00:32:39,740 32: 36]. sometimes there's a 892 00:32:39,740 --> 00:32:44,510 mix bag of... Supervisors and 893 00:32:44,510 --> 00:32:45,920 managers might want things one 894 00:32:45,920 --> 00:32:49,220 way and the executives might 895 00:32:49,290 --> 00:32:50,450 want things another way, but 896 00:32:50,450 --> 00:32:52,040 your entire company has come 897 00:32:52,040 --> 00:32:54,900 together on this is how 898 00:32:54,900 --> 00:32:56,930 we provide great service to 899 00:32:56,930 --> 00:32:59,430 these candidates, and this is 900 00:32:59,430 --> 00:33:00,260 what this looks like and 901 00:33:00,260 --> 00:33:01,410 everyone's in agreement with it. 902 00:33:02,720 --> 00:33:04,670 Absolutely. So I think even 903 00:33:04,670 --> 00:33:06,170 from... With the executives, with 904 00:33:06,270 --> 00:33:08,190 managers, and then the recruitment 905 00:33:08,190 --> 00:33:10,060 process is rigorous in the sense 906 00:33:10,060 --> 00:33:12,360 that you go through couple 907 00:33:12,360 --> 00:33:14,540 of interviews. The main thing 908 00:33:14,540 --> 00:33:17,410 that really we want to 909 00:33:17,410 --> 00:33:19,160 figure out in the entire process 910 00:33:19,160 --> 00:33:23,100 is really, are you a good fit to Harambee policies 911 00:33:23,100 --> 00:33:25,890 to the Harambee culture? Because we understand it's 912 00:33:25,890 --> 00:33:27,630 not really about... Even if 913 00:33:27,630 --> 00:33:29,210 you can have a call 914 00:33:29,210 --> 00:33:30,820 center experience, but are you a good 915 00:33:30,820 --> 00:33:32,430 fit to what we stand 916 00:33:32,430 --> 00:33:33,960 for as Harambee. Hence, our 917 00:33:33,960 --> 00:33:35,740 recruitment. Hence, we believe that 918 00:33:35,740 --> 00:33:37,500 anyone and everyone who's in 919 00:33:37,500 --> 00:33:39,760 this organization is really a 920 00:33:39,760 --> 00:33:41,140 fit because they went through 921 00:33:41,140 --> 00:33:42,330 all these steps to make 922 00:33:42,330 --> 00:33:43,860 sure that they do fit 923 00:33:43,860 --> 00:33:46,990 into our culture. That's wonderful. 924 00:33:47,400 --> 00:33:49,470 Yeah, it's a great model 925 00:33:50,350 --> 00:33:53,190 on how contact center or 926 00:33:53,190 --> 00:33:54,940 outbound call center could be 927 00:33:55,300 --> 00:33:58,090 managed and ran and the 928 00:33:58,090 --> 00:33:59,170 quality of service that you 929 00:33:59,170 --> 00:34:00,480 guys give to your candidates 930 00:34:00,480 --> 00:34:03,180 is just amazing. It's a 931 00:34:03,180 --> 00:34:07,080 fantastic program. Absolutely. Thank you. 932 00:34:07,080 --> 00:34:09,390 Thank you. If we wrap 933 00:34:09,390 --> 00:34:10,730 up here, just want to 934 00:34:10,730 --> 00:34:12,430 give them a couple of summary 935 00:34:12,450 --> 00:34:13,390 points at the end of this 936 00:34:13,990 --> 00:34:15,510 On- demand webinar here about 937 00:34:15,510 --> 00:34:16,980 hiring the right people for 938 00:34:16,980 --> 00:34:18,920 your business, which Neli, you 939 00:34:18,920 --> 00:34:21,780 just talked about that, about that they're 940 00:34:22,630 --> 00:34:23,450 a good fit for your 941 00:34:23,450 --> 00:34:26,230 culture. Customer service can be 942 00:34:26,230 --> 00:34:28,530 tough, so reward your advisors, 943 00:34:28,530 --> 00:34:30,250 agents, representatives, make sure that 944 00:34:30,250 --> 00:34:33,650 they feel like they're being 945 00:34:33,650 --> 00:34:34,880 rewarded for the work that 946 00:34:34,880 --> 00:34:36,760 they do and being acknowledged 947 00:34:36,760 --> 00:34:37,550 for how hard it can 948 00:34:37,550 --> 00:34:40,540 be sometimes. And CX and 949 00:34:40,540 --> 00:34:42,500 customer service work together for 950 00:34:42,500 --> 00:34:45,500 brand loyalty, so sometimes people 951 00:34:45,500 --> 00:34:46,940 kind of mix in customer 952 00:34:46,940 --> 00:34:48,840 experience and customer service into 953 00:34:48,840 --> 00:34:50,970 the same bucket, but they're actually 954 00:34:50,970 --> 00:34:53,580 different things and they actually 955 00:34:53,580 --> 00:34:56,620 work together for company loyalty 956 00:34:56,620 --> 00:35:01,340 and creating those great experiences 957 00:35:01,930 --> 00:35:03,900 that make the customers come 958 00:35:03,900 --> 00:35:06,380 back. And then usually using 959 00:35:06,620 --> 00:35:08,870 personalization to improve customer experience, 960 00:35:10,070 --> 00:35:11,550 not just deliver more ads 961 00:35:11,550 --> 00:35:13,430 or making them just a 962 00:35:13,430 --> 00:35:16,080 persona and making sure that, 963 00:35:16,330 --> 00:35:17,450 that stat we saw, that 964 00:35:17,750 --> 00:35:20,970 79% of people feel like 965 00:35:20,970 --> 00:35:22,730 they're a generic customer rather 966 00:35:22,730 --> 00:35:25,300 than a unique individual. And 967 00:35:25,430 --> 00:35:26,800 so using personalization to make 968 00:35:26,800 --> 00:35:30,140 them feel unique and that 969 00:35:30,140 --> 00:35:31,060 they're the only customer in 970 00:35:31,060 --> 00:35:33,260 the world, which I think 971 00:35:33,380 --> 00:35:34,460 Harambee does an amazing job 972 00:35:34,460 --> 00:35:35,310 at. And it's a great 973 00:35:35,310 --> 00:35:36,810 example of how that works. 974 00:35:37,120 --> 00:35:38,450 We do have an ebook 975 00:35:38,450 --> 00:35:39,500 that goes along with this 976 00:35:39,500 --> 00:35:40,450 webinar, if you'd like more 977 00:35:40,450 --> 00:35:42,480 information. It's called Customer Service 978 00:35:42,480 --> 00:35:44,050 Best Practices and we'll provide 979 00:35:44,050 --> 00:35:45,600 the link here in the 980 00:35:45,600 --> 00:35:47,420 window, but it goes into 981 00:35:47,420 --> 00:35:50,450 each one of these habits 982 00:35:50,450 --> 00:35:51,870 or these successful habits in 983 00:35:51,870 --> 00:35:53,730 a deeper way. And it 984 00:35:53,730 --> 00:35:54,990 also has quotes from our 985 00:35:54,990 --> 00:35:57,570 CX Heroes and some advice 986 00:35:57,570 --> 00:35:58,630 from our CX Heroes about 987 00:35:58,630 --> 00:35:59,520 how they do it, or 988 00:35:59,750 --> 00:36:01,190 experiences that they've had. So 989 00:36:01,180 --> 00:36:04,110 it's a great resource. It actually 990 00:36:04,110 --> 00:36:05,050 just showed up on our 991 00:36:05,050 --> 00:36:06,590 top 10 list at Genesys 992 00:36:06,590 --> 00:36:09,320 for most viewed content. So 993 00:36:09,320 --> 00:36:10,900 your peers are downloading it. 994 00:36:11,240 --> 00:36:12,080 So I would advise you 995 00:36:12,080 --> 00:36:12,840 to take a look and 996 00:36:12,840 --> 00:36:14,210 see what you think. And 997 00:36:14,210 --> 00:36:15,520 then just one quick note, 998 00:36:16,030 --> 00:36:17,130 we're always looking for great 999 00:36:17,130 --> 00:36:18,610 CX Hero stories. We'd love 1000 00:36:18,610 --> 00:36:20,630 for you to nominate a 1001 00:36:20,630 --> 00:36:22,320 customer service rep, a supervisor, 1002 00:36:22,320 --> 00:36:24,540 a manager, an agent, any 1003 00:36:24,540 --> 00:36:27,490 employee basically who's gone above 1004 00:36:27,490 --> 00:36:28,450 and beyond to provide great 1005 00:36:28,450 --> 00:36:30,880 customer service. And we'll provide 1006 00:36:30,880 --> 00:36:31,850 the URL here at the 1007 00:36:31,850 --> 00:36:33,590 end of the session as 1008 00:36:33,590 --> 00:36:36,790 well. Neli and Thapelo, it's 1009 00:36:36,790 --> 00:36:37,690 been so great to see 1010 00:36:37,690 --> 00:36:38,520 you both and talk to 1011 00:36:38,520 --> 00:36:42,280 you both again. We can't 1012 00:36:42,280 --> 00:36:43,510 wait this long next time 1013 00:36:43,510 --> 00:36:44,490 to chat. We need to 1014 00:36:44,490 --> 00:36:47,480 do it sooner. Absolutely. Thank 1015 00:36:47,480 --> 00:36:48,740 you so much, Jill. Nice 1016 00:36:48,740 --> 00:36:51,370 seeing you. Thank you for 1017 00:36:51,370 --> 00:36:53,340 all your great insights and 1018 00:36:53,670 --> 00:36:55,650 for your wonderful organization that's 1019 00:36:55,650 --> 00:36:58,270 changing people's lives. We'll stay 1020 00:36:58,270 --> 00:37:00,080 in contact and talk soon 1021 00:37:00,650 --> 00:37:01,480 and thanks to everyone who 1022 00:37:01,480 --> 00:37:03,260 watched today. We'll have more 1023 00:37:03,260 --> 00:37:05,560 of the CX Hero webinar series coming 1024 00:37:05,560 --> 00:37:08,090 up, so continue to stay 1025 00:37:08,090 --> 00:37:09,370 on to this channel and 1026 00:37:09,370 --> 00:37:10,310 we'll add more on a 1027 00:37:10,310 --> 00:37:11,660 regular basis and you can 1028 00:37:11,660 --> 00:37:13,460 hear more from the managers 1029 00:37:13,540 --> 00:37:15,070 and agents and advisors who 1030 00:37:15,070 --> 00:37:16,050 are actually doing the work 1031 00:37:16,050 --> 00:37:17,520 every day. Thank you so 1032 00:37:17,520 --> 00:37:18,220 much and have a great 1033 00:37:18,220 --> 00:37:20,620 day. Bye, Jill.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001km16QAA"] Meet the Speakers Nelisiwe Mzizi Contact Center Manager Harambee, South Africa Thapelo Kwenane Contact Center Advisor Harambee, South Africa Webinar Bytes [Webinar Bytes] Megatrends shaping customer service in 2020 We've taken one of our webinars and broken it down in to smaller video segments. Check out some of the most important parts of the webinar below. Then watch the full video by clicking the link below.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The future of customer service starts with making your call center more human. It’s about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are shaping customer service in 2020. Watch the full webinar by clicking this link.[cutoff co_thick="2px"] Meet the Speakers Joe Ciuffo Director, Product Marketing Genesys Kate Leggett VP & Principal Analyst Forrester Research [cutoff co_thick="2px"]1 00:00:00,000 --> 00:00:02,300 So my first prediction is 2 00:00:02,680 --> 00:00:06,170 that agents aren't essential to 3 00:00:06,170 --> 00:00:08,740 scale anymore. And let me 4 00:00:08,740 --> 00:00:09,790 tell you what I mean 5 00:00:09,790 --> 00:00:11,750 by that and what I want 6 00:00:11,750 --> 00:00:12,660 to do is just take 7 00:00:12,660 --> 00:00:15,360 a step backwards and think 8 00:00:15,360 --> 00:00:18,950 about customer engagement and actually 9 00:00:19,230 --> 00:00:21,160 think about all the wonderful 10 00:00:21,160 --> 00:00:22,880 experiences that surround us in 11 00:00:22,880 --> 00:00:24,150 our daily lives. I mean, 12 00:00:24,150 --> 00:00:26,010 I think about ride sharing 13 00:00:26,010 --> 00:00:28,400 apps like Lyft and Uber that 14 00:00:28,400 --> 00:00:30,440 take all anxiety out of 15 00:00:30,440 --> 00:00:32,180 me getting to my destination 16 00:00:32,420 --> 00:00:33,450 because I have a full 17 00:00:33,450 --> 00:00:37,050 disclosure of information that I 18 00:00:37,050 --> 00:00:38,880 need about my ride to 19 00:00:38,880 --> 00:00:40,560 make me feel comfortable in 20 00:00:40,560 --> 00:00:43,040 that experience. I think about 21 00:00:43,040 --> 00:00:47,790 services like Amazon, like Netflix. 22 00:00:47,840 --> 00:00:49,270 I always joke that those 23 00:00:49,280 --> 00:00:50,650 two services know more about 24 00:00:50,650 --> 00:00:51,990 me than my husband does 25 00:00:52,440 --> 00:00:54,030 because if they're able to 26 00:00:54,030 --> 00:00:59,900 recommend products, movies, content based 27 00:00:59,900 --> 00:01:03,030 on my particular history, what 28 00:01:03,030 --> 00:01:05,350 I've done, that intimate knowledge 29 00:01:05,350 --> 00:01:06,400 of where I've been, what 30 00:01:06,400 --> 00:01:08,380 I've done, how I've rated 31 00:01:08,380 --> 00:01:11,390 products or content. And so what 32 00:01:11,720 --> 00:01:13,390 we say today is that 33 00:01:14,420 --> 00:01:17,400 we're surrounded by these differentiated 34 00:01:17,400 --> 00:01:20,150 experiences and these experiences have 35 00:01:20,150 --> 00:01:21,800 done a good shop at 36 00:01:21,800 --> 00:01:24,330 up leveling our expectations for 37 00:01:24,330 --> 00:01:27,230 engagement with any company that 38 00:01:27,230 --> 00:01:28,740 we do business with, both in 39 00:01:28,740 --> 00:01:31,650 our lives as consumers or 40 00:01:31,650 --> 00:01:33,590 in our business lives. And 41 00:01:33,590 --> 00:01:34,670 at Forrester we say we're 42 00:01:34,670 --> 00:01:35,250 in the age of the 43 00:01:35,250 --> 00:01:38,290 customer where you, the consumer, 44 00:01:38,370 --> 00:01:42,000 the B2B customer, you control 45 00:01:42,000 --> 00:01:45,000 the conversation with any company 46 00:01:45,190 --> 00:01:47,020 that you do business with. 47 00:01:47,250 --> 00:01:49,690 And your expectations are heightened 48 00:01:49,920 --> 00:01:51,640 because of all the wonderful 49 00:01:51,640 --> 00:01:53,970 consumer experiences that surround us. 50 00:01:54,450 --> 00:01:55,880 And it's like when I 51 00:01:55,880 --> 00:01:57,280 see on the screen here, 52 00:01:57,600 --> 00:02:00,990 you expect that any information 53 00:02:00,990 --> 00:02:03,470 that you need is available 54 00:02:03,470 --> 00:02:05,210 on any device at a 55 00:02:05,210 --> 00:02:08,050 person's moment of need. And 56 00:02:08,050 --> 00:02:10,910 so what has happened is 57 00:02:11,100 --> 00:02:17,920 again, our expectations are heightened 58 00:02:18,070 --> 00:02:21,540 because of these wonderful consumer 59 00:02:21,540 --> 00:02:24,140 experiences. And then the way 60 00:02:24,140 --> 00:02:27,450 that we interact with companies 61 00:02:27,750 --> 00:02:29,510 has also changed. AppFoundry Webinar The cloud conversational AI chatbot designed and built for Genesys Cloud [cutoff co_thick="2px"][webinarschedule]According to Gartner, about 70% of all use cases in artificial intelligence (AI) are related to customer service and call centers. Join us in this webinar to learn: How conversational AI and call center agents work hand-in-hand to blend into the entire customer service journey. Conversational AI uses Natural Language Processing and machine learning to identify behaviors and intent. Properly designed chatbots can anticipate customer needs to create true empathy. Botter Conversational AI isn’t a typical chatbot; it’s a machine that automates and fulfills various tasks on behalf of contact center agents. Learn how to scale an expand the Genesys CloudTM platform using the latest in conversational technology to improve your customer experience, increased productivity and grow your profit stream.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" form_reach="noreach" cms_hold="RG" cid_id="7011T000001kqZUQAY"] Meet the Speaker Sherif Fahmy Marketing Manager IST Networks Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud [cutoff co_thick="2px"][webinarschedulesingle] Deliver truly personalized experiences with industry leaders Personalized customer experiences are your best way to build trust and drive loyalty. As cloud technologies rapidly evolve to meet these demands, so does Genesys. Genesys Engage on Azure brings the best of the industry together with a multi-tenant architecture that lets you innovate faster and improve business agility. Leverage the cloud and artificial intelligence (AI) to gain deeper insights and provide tailor-made experiences. Join us for this exclusive webinar to learn how the Genesys and Microsoft partnership unlocks new value, personalization and insights for you via MS Dynamics, MS Teams and MS Cognitive Services. Achieve security and scale via a proven customer experience platform Move from on-premises to the cloud with confidence Leverage existing Genesys and Microsoft investments to maximize experiences Move to the cloud and gain the control and efficiencies that the Genesys EngageTM product and Microsoft Azure provide together.[cutoff co_thick="2px"]1 00:00:10,850 --> 00:00:12,540 Good morning, evening and afternoon, 2 00:00:12,540 --> 00:00:14,360 everyone. Josh Reed here from 3 00:00:14,360 --> 00:00:15,530 the Digital Events Team here 4 00:00:15,530 --> 00:00:16,410 at Genesys, and I'll be 5 00:00:16,410 --> 00:00:17,450 one of your moderators for 6 00:00:17,450 --> 00:00:19,540 today's webcast. I'll start by 7 00:00:19,540 --> 00:00:21,160 saying welcome. Thank you all 8 00:00:21,160 --> 00:00:23,430 for joining today's webcast Genesys 9 00:00:23,430 --> 00:00:26,160 Engage in Microsoft Azure, transform 10 00:00:26,420 --> 00:00:28,170 your customer experience in the 11 00:00:28,170 --> 00:00:30,140 cloud. I'm actually going to 12 00:00:30,140 --> 00:00:32,140 hand things off to our 13 00:00:32,270 --> 00:00:33,790 other moderator today. We have 14 00:00:33,790 --> 00:00:35,790 Bobbi Chester, the senior director 15 00:00:35,790 --> 00:00:36,720 of product marketing here at 16 00:00:36,740 --> 00:00:38,390 Genesys. Bobbi, the floor is 17 00:00:38,390 --> 00:00:40,450 yours. Take it away. Awesome, 18 00:00:40,450 --> 00:00:42,860 Josh, thank you. Everybody again, 19 00:00:42,860 --> 00:00:43,890 thank you very much for 20 00:00:43,890 --> 00:00:45,340 joining us today. We have 21 00:00:45,620 --> 00:00:47,270 a ton of information that 22 00:00:47,270 --> 00:00:48,330 we want to share with 23 00:00:48,330 --> 00:00:49,890 you on the Microsoft and 24 00:00:49,890 --> 00:00:52,740 Genesys partnership. To do so, 25 00:00:52,740 --> 00:00:54,270 we have two gentlemen joining 26 00:00:54,270 --> 00:00:56,650 us today. Jeff Wise, my 27 00:00:56,650 --> 00:00:58,900 colleague here at Genesys, as 28 00:00:58,900 --> 00:01:00,580 well as David Totten. With 29 00:01:01,680 --> 00:01:02,960 that, we wanted to start 30 00:01:02,960 --> 00:01:04,020 out learning a little bit 31 00:01:04,020 --> 00:01:06,370 more about you. We're going 32 00:01:06,370 --> 00:01:08,040 to kick this off with 33 00:01:08,040 --> 00:01:10,670 our first poll question. The 34 00:01:10,670 --> 00:01:12,100 question is along the line 35 00:01:12,120 --> 00:01:14,370 is, what is your biggest 36 00:01:14,370 --> 00:01:16,940 contact center challenge? For those 37 00:01:16,940 --> 00:01:17,580 of you who have been 38 00:01:17,580 --> 00:01:18,750 in the industry for a 39 00:01:18,750 --> 00:01:21,690 long time, certainly there are 40 00:01:21,710 --> 00:01:24,590 typically more than one opportunities 41 00:01:24,810 --> 00:01:26,470 that you're currently looking at, 42 00:01:26,720 --> 00:01:29,410 but with that, we've narrowed 43 00:01:29,410 --> 00:01:30,960 it down to these five. 44 00:01:31,460 --> 00:01:33,450 We're really curious to see, 45 00:01:33,860 --> 00:01:35,180 at this point in time, 46 00:01:35,180 --> 00:01:36,240 if there's any one of 47 00:01:36,240 --> 00:01:37,690 these in particular, that's going 48 00:01:37,690 --> 00:01:39,170 to rise to the surface, 49 00:01:39,460 --> 00:01:41,120 and will be something that 50 00:01:41,320 --> 00:01:43,870 you're looking at dealing with. 51 00:01:44,610 --> 00:01:45,690 I'm going to pause for 52 00:01:45,690 --> 00:01:47,610 just one more moment, let 53 00:01:47,610 --> 00:01:49,420 a few more people answer. 54 00:01:54,020 --> 00:01:56,370 Great, with that, let's take 55 00:01:56,370 --> 00:01:57,680 a look and see what 56 00:01:57,680 --> 00:02:01,450 our results are. Not enough 57 00:02:01,450 --> 00:02:05,270 staff is incredibly low. Just 58 00:02:05,440 --> 00:02:07,610 the increasing costs of everything 59 00:02:07,610 --> 00:02:09,330 that is within the contact center. 60 00:02:10,570 --> 00:02:12,210 Looking for better self- service, 61 00:02:12,500 --> 00:02:15,700 IVR mobile, interesting that certainly 62 00:02:15,700 --> 00:02:17,500 half of you have answered 63 00:02:17,500 --> 00:02:18,870 along the line of delivering 64 00:02:18,870 --> 00:02:20,670 that personalized customer experience, which 65 00:02:20,670 --> 00:02:23,060 is actually quite brilliant and 66 00:02:23,060 --> 00:02:25,100 an excellent segue into getting 67 00:02:25,100 --> 00:02:26,660 us started because that really 68 00:02:26,660 --> 00:02:28,530 is the key to what 69 00:02:28,530 --> 00:02:29,590 we're going to be discussing 70 00:02:29,590 --> 00:02:31,880 today. On that note, thank 71 00:02:31,880 --> 00:02:35,090 you for your participation in 72 00:02:35,090 --> 00:02:36,590 that. We're going to start 73 00:02:36,590 --> 00:02:38,350 off today by talking about, 74 00:02:38,730 --> 00:02:42,080 specifically, personalization and how that 75 00:02:42,080 --> 00:02:44,730 is a customer experience differentiator. 76 00:02:45,570 --> 00:02:46,690 Jeff, we're going to start 77 00:02:46,690 --> 00:02:49,300 with you. Thanks, Bobbi, and 78 00:02:49,600 --> 00:02:50,590 thanks for the opportunity to 79 00:02:50,590 --> 00:02:52,030 talk too. Great to have everyone 80 00:02:52,030 --> 00:02:55,970 online and joining us. Personalization, 81 00:02:56,060 --> 00:02:57,450 it's great to see on 82 00:02:57,720 --> 00:02:59,030 the poll question that this 83 00:02:59,030 --> 00:03:02,110 was one of the predominant topics that 84 00:03:02,170 --> 00:03:04,220 is a challenge for business. 85 00:03:05,350 --> 00:03:06,410 It is a massive business 86 00:03:06,410 --> 00:03:08,630 challenge because one of the 87 00:03:08,630 --> 00:03:11,100 things that in the move 88 00:03:11,100 --> 00:03:13,460 to digital, what has happened 89 00:03:13,460 --> 00:03:15,230 is the cost of acquiring 90 00:03:15,560 --> 00:03:17,410 customers has gone down rapidly. 91 00:03:17,700 --> 00:03:18,170 If we just look at 92 00:03:18,200 --> 00:03:19,410 all the digital channels and 93 00:03:19,410 --> 00:03:20,900 self- service, it's really a 94 00:03:20,900 --> 00:03:23,120 lot easier for businesses to 95 00:03:23,120 --> 00:03:25,250 acquire customers, but on the 96 00:03:25,250 --> 00:03:27,280 flip side, at the same 97 00:03:27,280 --> 00:03:29,010 time, it's just as easy 98 00:03:29,010 --> 00:03:31,050 for consumers to switch. Even 99 00:03:31,050 --> 00:03:32,260 if we looked at say 100 00:03:32,500 --> 00:03:34,240 the ride sharing industry, like 101 00:03:34,250 --> 00:03:36,230 Uber, Lyft, and others, we 102 00:03:36,230 --> 00:03:39,180 can chop and change our 103 00:03:39,180 --> 00:03:41,670 application that we use for ride 104 00:03:41,670 --> 00:03:43,580 sharing. It's just so easy. 105 00:03:44,550 --> 00:03:46,680 In a really busy market, 106 00:03:46,840 --> 00:03:56,070 what is the thing that's going to differentiate businesses? That is really the core of what we're talking about when we talk about personalization, is how to really 107 00:03:56,070 --> 00:03:57,940 look at creating that differentiation, 108 00:03:58,290 --> 00:04:01,270 which will drive the experience, but also 109 00:04:01,270 --> 00:04:06,610 drive loyalty as well. Let's 110 00:04:06,610 --> 00:04:09,960 go down- was from Microsoft point 111 00:04:09,960 --> 00:04:10,930 of view. Thanks again for 112 00:04:10,930 --> 00:04:12,420 letting us participate in here. 113 00:04:13,120 --> 00:04:14,520 We see this across platforms. 114 00:04:14,860 --> 00:04:16,770 If you've done enterprise software, 115 00:04:17,610 --> 00:04:19,360 use cases for a long 116 00:04:19,360 --> 00:04:21,280 time, there's some dominant players 117 00:04:21,280 --> 00:04:23,330 in the industry. There's a 118 00:04:23,330 --> 00:04:24,330 lot of people that use 119 00:04:24,330 --> 00:04:25,950 different Microsoft products, whether it's 120 00:04:25,950 --> 00:04:28,460 Word, it's Office, it's Windows 121 00:04:28,460 --> 00:04:30,860 Server, SQL server. Now, these 122 00:04:30,860 --> 00:04:31,850 products are becoming a little 123 00:04:31,850 --> 00:04:33,840 bit more ubiquitous and fluid 124 00:04:33,840 --> 00:04:34,910 with how people can leverage 125 00:04:34,910 --> 00:04:36,170 them and update them over 126 00:04:36,170 --> 00:04:38,190 time. Again, how do you 127 00:04:38,190 --> 00:04:40,740 keep a customer loyal when 128 00:04:40,740 --> 00:04:43,080 the cost of switching technologies 129 00:04:43,080 --> 00:04:44,310 is going down for an 130 00:04:44,310 --> 00:04:46,380 end customer. How do you 131 00:04:46,380 --> 00:04:47,930 make sure that they stick 132 00:04:47,930 --> 00:04:49,640 with you as a solution 133 00:04:49,640 --> 00:04:50,770 provider through the thick and 134 00:04:50,990 --> 00:04:53,390 thin of your product's maturation 135 00:04:53,390 --> 00:04:55,750 process? We're seeing the need 136 00:04:55,750 --> 00:04:57,340 to get products to market faster, 137 00:04:57,970 --> 00:04:59,730 but then obviously if something 138 00:04:59,730 --> 00:05:01,510 goes wrong, customers are looking 139 00:05:01,510 --> 00:05:03,200 to switch out quicker than 140 00:05:03,200 --> 00:05:04,230 they ever have before, and 141 00:05:04,230 --> 00:05:06,170 they won't stay there longer. 142 00:05:06,380 --> 00:05:07,900 Jeff, with that, talk to 143 00:05:07,900 --> 00:05:09,280 us a little bit about how you think about 144 00:05:09,280 --> 00:05:12,580 differentiation as one of those 145 00:05:12,580 --> 00:05:15,530 differentiators that you can have in the marketplace. No, 146 00:05:15,530 --> 00:05:19,110 thanks, David. What we should 147 00:05:19,110 --> 00:05:19,920 do is really take one 148 00:05:19,920 --> 00:05:22,510 step back. Why is this 149 00:05:22,510 --> 00:05:23,870 such an important mission for 150 00:05:23,870 --> 00:05:25,900 Genesys and Microsoft? Because it 151 00:05:25,900 --> 00:05:28,070 actually all starts with people. 152 00:05:28,850 --> 00:05:30,340 People all around the world, 153 00:05:30,770 --> 00:05:32,140 people all around the world 154 00:05:32,410 --> 00:05:36,010 who interact with companies. They 155 00:05:36,010 --> 00:05:37,010 all want to feel special. 156 00:05:37,070 --> 00:05:38,640 They want to feel unique, 157 00:05:39,040 --> 00:05:40,470 and they want to feel that 158 00:05:40,470 --> 00:05:42,100 the companies that they're interacting 159 00:05:42,100 --> 00:05:44,110 with really know them, that 160 00:05:44,110 --> 00:05:45,720 they understand them, but more 161 00:05:45,720 --> 00:05:47,960 importantly, they have history and 162 00:05:48,440 --> 00:05:52,930 context with them. It really 163 00:05:52,930 --> 00:05:57,310 starts with an individual. This 164 00:05:57,310 --> 00:05:58,370 is really the idea of 165 00:05:59,380 --> 00:06:01,860 personalizing, because what we want 166 00:06:01,860 --> 00:06:03,040 to do is personalize the 167 00:06:03,040 --> 00:06:06,080 experience. At a deeper level, 168 00:06:06,360 --> 00:06:08,060 what it really means, it 169 00:06:08,060 --> 00:06:10,590 starts with empathy. It's about 170 00:06:10,590 --> 00:06:12,800 creating a personal bond between 171 00:06:12,800 --> 00:06:15,020 an individual interacting with that 172 00:06:15,020 --> 00:06:16,610 company or an employee of 173 00:06:16,610 --> 00:06:20,050 that company. Genesys and Microsoft 174 00:06:20,120 --> 00:06:21,480 have brought all this technology 175 00:06:21,480 --> 00:06:22,660 together to be able to 176 00:06:22,910 --> 00:06:24,530 allow and create what we 177 00:06:24,530 --> 00:06:26,860 believe are these important, empathetic 178 00:06:26,860 --> 00:06:29,320 moments, and that, when you 179 00:06:29,320 --> 00:06:31,320 have empathy, it leads to 180 00:06:31,320 --> 00:06:32,870 trust and it leads to 181 00:06:32,870 --> 00:06:35,470 loyalty. Because we all know, 182 00:06:35,550 --> 00:06:36,610 when you create a one- 183 00:06:36,610 --> 00:06:38,010 on- one relationship, and we 184 00:06:38,010 --> 00:06:39,130 all know this in our 185 00:06:39,130 --> 00:06:42,660 own daily lives. The more 186 00:06:42,660 --> 00:06:44,690 I know about you and the 187 00:06:44,730 --> 00:06:45,900 more I understand about your 188 00:06:45,900 --> 00:06:48,960 situation, and when I can 189 00:06:48,960 --> 00:06:51,210 have that empathetic connection, it 190 00:06:51,210 --> 00:06:52,780 really just leads to a 191 00:06:52,780 --> 00:06:55,420 better outcome. That's what we call 192 00:06:55,420 --> 00:06:57,960 experiences as a service. That's 193 00:06:57,960 --> 00:07:02,580 how personalization empathy, really driving 194 00:07:02,580 --> 00:07:05,380 that connection, creating that trust, 195 00:07:05,430 --> 00:07:08,390 creating loyalty will then ensure 196 00:07:08,390 --> 00:07:10,800 that that switching costs doesn't 197 00:07:10,910 --> 00:07:12,760 become an issue because that 198 00:07:13,350 --> 00:07:17,030 personalized experience is ensuring that 199 00:07:17,030 --> 00:07:19,410 loyalty. Yeah. Let me add 200 00:07:20,500 --> 00:07:22,110 to that quickly, Jeff. It's interesting because 201 00:07:22,110 --> 00:07:23,580 now, it used to be, 202 00:07:24,010 --> 00:07:25,850 if a customer felt like 203 00:07:25,900 --> 00:07:28,160 the company knew them, or 204 00:07:28,160 --> 00:07:30,010 remembered their information, or had 205 00:07:30,010 --> 00:07:31,180 their details, or had their 206 00:07:31,180 --> 00:07:32,680 preferences while coming in the 207 00:07:32,680 --> 00:07:34,080 door, that used to be 208 00:07:34,080 --> 00:07:35,100 almost a nice to have, 209 00:07:35,100 --> 00:07:36,130 or a great tab. That's 210 00:07:36,130 --> 00:07:38,020 a great experience to have. 211 00:07:38,020 --> 00:07:38,900 Now it's becoming a little 212 00:07:39,050 --> 00:07:40,010 bit more of an expectation. 213 00:07:42,130 --> 00:07:43,420 The power of the internet 214 00:07:43,420 --> 00:07:44,690 and how we engage with 215 00:07:44,690 --> 00:07:46,710 different services across the internet 216 00:07:47,050 --> 00:07:49,420 and mobile technologies now has 217 00:07:49,420 --> 00:07:52,600 created this expectation that companies 218 00:07:52,600 --> 00:07:53,620 we interact with, who we 219 00:07:53,620 --> 00:07:54,650 share data with, who we 220 00:07:54,650 --> 00:07:56,650 transact with, know who I 221 00:07:56,650 --> 00:07:58,190 am, what my preferences are 222 00:07:58,190 --> 00:07:58,900 and what I want to 223 00:07:58,900 --> 00:07:59,750 do when I come into 224 00:07:59,750 --> 00:08:02,960 their platform. It's not just necessarily 225 00:08:02,960 --> 00:08:04,320 experiences as a service. I 226 00:08:04,320 --> 00:08:05,810 always call it experience as 227 00:08:05,810 --> 00:08:08,120 an expectation that we want 228 00:08:10,020 --> 00:08:12,280 that personalized approach that anybody 229 00:08:12,280 --> 00:08:13,170 that we interact with, or 230 00:08:13,170 --> 00:08:14,320 that we have commerce with, 231 00:08:14,640 --> 00:08:15,910 really knows who we are, 232 00:08:15,910 --> 00:08:17,180 why I'm at their platform 233 00:08:17,180 --> 00:08:18,140 and what I want to 234 00:08:18,140 --> 00:08:20,930 do with them. Oh, 100% 235 00:08:20,930 --> 00:08:25,820 David. The research confirms this, 236 00:08:25,820 --> 00:08:31,490 that organizations that grow the 237 00:08:31,490 --> 00:08:34,860 personalization and establish loyalty is 238 00:08:34,860 --> 00:08:37,590 good for business. The Harvard 239 00:08:37,590 --> 00:08:39,460 business review here has confirmed 240 00:08:39,460 --> 00:08:41,200 that. There's lots of other 241 00:08:41,750 --> 00:08:43,920 strong research that just shows, 242 00:08:44,470 --> 00:08:45,650 when you start with the 243 00:08:45,720 --> 00:08:48,870 customer experience and create loyalty, 244 00:08:49,380 --> 00:08:50,650 it's not just good for 245 00:08:50,650 --> 00:08:52,150 the customer, but it's great 246 00:08:52,150 --> 00:08:52,980 for the business. Over to 247 00:08:57,150 --> 00:08:59,320 you, Bobbi. Awesome. On that, and 248 00:08:59,870 --> 00:09:01,160 David I'll tag onto the 249 00:09:01,160 --> 00:09:01,900 end of what you said. 250 00:09:01,900 --> 00:09:03,140 I know one of my, 251 00:09:03,910 --> 00:09:04,930 I forget the gentleman who 252 00:09:05,120 --> 00:09:06,100 tagged the line, but one of my 253 00:09:06,100 --> 00:09:08,690 favorite sayings is, " Your last 254 00:09:08,690 --> 00:09:11,540 best customer experience is now 255 00:09:11,730 --> 00:09:14,780 the basis for the customer 256 00:09:14,780 --> 00:09:16,280 experience you have going forward." 257 00:09:17,270 --> 00:09:18,890 That really is the reality 258 00:09:18,890 --> 00:09:20,270 that we live in, in 259 00:09:20,270 --> 00:09:21,420 this world is, I had 260 00:09:21,420 --> 00:09:22,760 that great one yesterday. Okay, 261 00:09:22,760 --> 00:09:23,960 now it's just simply my 262 00:09:23,960 --> 00:09:27,420 expectation. That brings us to 263 00:09:27,420 --> 00:09:29,880 topic number two, which is 264 00:09:30,330 --> 00:09:33,350 customer experience and personalization best 265 00:09:33,350 --> 00:09:35,180 practices, because certainly this isn't 266 00:09:35,180 --> 00:09:37,120 anything that is brand new 267 00:09:37,120 --> 00:09:38,370 trying to get to that 268 00:09:38,370 --> 00:09:41,330 personalization. Jeff, if you wanted 269 00:09:41,330 --> 00:09:42,360 to start out, just sharing 270 00:09:42,360 --> 00:09:43,720 a little bit about some 271 00:09:43,940 --> 00:09:44,610 of the ideas that you 272 00:09:44,610 --> 00:09:46,620 had on personalization best practices. 273 00:09:47,470 --> 00:09:52,720 No, thanks Bobbi. Imagine, as 274 00:09:52,720 --> 00:09:54,040 a customer of an organization 275 00:09:54,040 --> 00:09:56,490 that's interacting, if I could 276 00:09:56,490 --> 00:09:57,630 tick all these boxes in 277 00:09:57,630 --> 00:10:02,480 my experience, where that me 278 00:10:02,840 --> 00:10:04,360 and what's important to me, 279 00:10:04,360 --> 00:10:08,130 and imagine that I can 280 00:10:08,130 --> 00:10:11,000 actually be helped in not 281 00:10:11,000 --> 00:10:12,680 having to repeat myself, or 282 00:10:12,680 --> 00:10:14,560 more importantly, the journey that 283 00:10:14,560 --> 00:10:17,660 I've gone through. Or even 284 00:10:17,660 --> 00:10:20,410 where, proactively, before I even 285 00:10:20,410 --> 00:10:21,450 pick up the phone or 286 00:10:21,450 --> 00:10:22,770 get on the website that 287 00:10:23,150 --> 00:10:24,110 you've actually reached out to 288 00:10:24,110 --> 00:10:25,540 me because you've preempted my 289 00:10:25,540 --> 00:10:26,710 situation. It might be a 290 00:10:26,710 --> 00:10:28,960 seasonal situation, or I might 291 00:10:28,960 --> 00:10:32,180 have a billing challenge. It's 292 00:10:32,180 --> 00:10:33,430 all about how we want 293 00:10:33,430 --> 00:10:35,180 to feel in that moment 294 00:10:35,920 --> 00:10:37,580 and the type of experience that 295 00:10:37,580 --> 00:10:39,570 we would normally expect. But 296 00:10:40,440 --> 00:10:42,180 usually, we're quite surprised if 297 00:10:42,180 --> 00:10:43,490 that happens. What we want 298 00:10:43,490 --> 00:10:44,420 to do is raise the 299 00:10:44,420 --> 00:10:47,610 bar and help our customers 300 00:10:48,010 --> 00:10:49,720 drive these types of experiences 301 00:10:50,150 --> 00:10:51,780 and really create that loyalty 302 00:10:51,780 --> 00:10:54,420 that we were talking about. It's really 303 00:10:54,710 --> 00:10:57,220 across that entire customer journey 304 00:10:57,520 --> 00:11:00,150 that every interaction is providing 305 00:11:03,130 --> 00:11:05,490 that best experience. Understanding the history, the context, and personalizing that 306 00:11:05,800 --> 00:11:07,500 interaction. That could be through 307 00:11:07,500 --> 00:11:10,060 self- service or assistance by 308 00:11:10,060 --> 00:11:11,930 automated bots or finding the 309 00:11:12,060 --> 00:11:13,980 best live agent to assist, 310 00:11:14,400 --> 00:11:15,950 and even helping that agent 311 00:11:15,950 --> 00:11:16,910 to give you the best 312 00:11:16,910 --> 00:11:19,060 recommendation without them having to 313 00:11:19,060 --> 00:11:21,080 research it. This is really 314 00:11:21,080 --> 00:11:25,370 about enriching that experience. David 315 00:11:25,620 --> 00:11:31,830 tell us about Microsoft and how they're creating these experiences. Microsoft's ecosystem 316 00:11:31,830 --> 00:11:33,110 of touch points, whether it's 317 00:11:33,470 --> 00:11:34,520 through a sales team, a 318 00:11:34,520 --> 00:11:36,490 support mechanism, whether it's a 319 00:11:36,490 --> 00:11:38,140 web property or a dial 320 00:11:38,140 --> 00:11:38,930 in, or it could be 321 00:11:38,930 --> 00:11:40,120 one of our Microsoft stores, 322 00:11:40,120 --> 00:11:42,060 our retail footprint, we collect 323 00:11:42,060 --> 00:11:43,420 data from so many different 324 00:11:43,420 --> 00:11:45,780 points on a customer's experience and what 325 00:11:46,020 --> 00:11:47,300 we would consider their journey 326 00:11:47,710 --> 00:11:49,300 with the company and with 327 00:11:49,300 --> 00:11:50,520 our products and services. But 328 00:11:51,230 --> 00:11:52,660 to be able to aggregate all that 329 00:11:52,660 --> 00:11:53,990 information and serve it up 330 00:11:54,280 --> 00:11:55,200 through a single pane to 331 00:11:55,200 --> 00:11:56,800 really drive that personalization is 332 00:11:56,850 --> 00:11:58,800 something that's really, really important 333 00:11:58,800 --> 00:12:00,480 to us. We view customer 334 00:12:00,480 --> 00:12:03,400 support as not necessarily an 335 00:12:03,400 --> 00:12:05,360 operating cost or a cost 336 00:12:05,360 --> 00:12:06,290 center, but we actually think 337 00:12:06,290 --> 00:12:07,010 about it a little bit more 338 00:12:07,010 --> 00:12:08,700 as a profit center and 339 00:12:08,700 --> 00:12:09,970 how we can generate that 340 00:12:09,970 --> 00:12:11,440 true end to end customer 341 00:12:11,440 --> 00:12:12,830 loyal experience that the want to 342 00:12:12,830 --> 00:12:14,150 do more with our business. 343 00:12:14,500 --> 00:12:15,770 Now, I know for one, 344 00:12:16,050 --> 00:12:18,300 as I'm working on, and 345 00:12:18,300 --> 00:12:20,180 I personally, whether it's an 346 00:12:20,180 --> 00:12:21,870 airline or a credit card 347 00:12:22,980 --> 00:12:23,980 or any sort of service 348 00:12:23,980 --> 00:12:25,670 that I leverage, I hate 349 00:12:25,670 --> 00:12:27,560 going into phone trees. I 350 00:12:27,560 --> 00:12:28,840 always think about it in 351 00:12:28,840 --> 00:12:31,720 three different categories. One, if 352 00:12:31,720 --> 00:12:33,100 I call into a customer 353 00:12:33,100 --> 00:12:34,620 support center, do they know 354 00:12:34,620 --> 00:12:35,420 who I am, and do they 355 00:12:35,420 --> 00:12:36,600 know the history of my 356 00:12:36,600 --> 00:12:38,360 account in my relationship with 357 00:12:38,360 --> 00:12:39,700 them? That's the first thing 358 00:12:39,940 --> 00:12:40,410 because I don't want to 359 00:12:40,410 --> 00:12:41,550 repeat my name and my 360 00:12:41,550 --> 00:12:43,020 address and why I'm calling 361 00:12:43,020 --> 00:12:43,890 again, and what my phone 362 00:12:43,890 --> 00:12:44,670 number is and how many 363 00:12:44,670 --> 00:12:45,610 people are on my plan. 364 00:12:46,330 --> 00:12:47,200 The second thing I want 365 00:12:47,200 --> 00:12:48,020 to know is, I want 366 00:12:48,020 --> 00:12:49,960 quick routing to the right 367 00:12:49,960 --> 00:12:51,850 subject matter expert. I need 368 00:12:51,850 --> 00:12:52,680 to be able to get 369 00:12:52,680 --> 00:12:55,090 there more efficiently. I found 370 00:12:55,090 --> 00:12:56,960 that phone trees sometimes can 371 00:12:56,960 --> 00:12:58,360 actually help with that automation 372 00:12:58,360 --> 00:12:59,530 process as long as the 373 00:12:59,530 --> 00:13:01,920 selection criteria is correct. Then 374 00:13:01,920 --> 00:13:02,880 the third thing that I've 375 00:13:02,880 --> 00:13:03,900 found when I call in 376 00:13:03,900 --> 00:13:04,860 personally at these things is, 377 00:13:04,860 --> 00:13:05,910 I want, whenever I do 378 00:13:05,910 --> 00:13:08,540 find some expertise, whether it's 379 00:13:08,540 --> 00:13:10,320 automated in content or whether 380 00:13:10,320 --> 00:13:11,440 it's a live agent that 381 00:13:11,440 --> 00:13:12,820 they're trained and they understand, 382 00:13:12,820 --> 00:13:14,180 and they've got great recommendations 383 00:13:15,260 --> 00:13:16,270 of where probably to take that 384 00:13:16,270 --> 00:13:18,920 sport scenario. What Microsoft has 385 00:13:18,920 --> 00:13:20,100 done is really hone in 386 00:13:20,100 --> 00:13:21,300 on those three things yet. 387 00:13:21,600 --> 00:13:23,480 We've really honed in on 388 00:13:23,480 --> 00:13:25,310 what those specific examples are 389 00:13:25,560 --> 00:13:26,660 of how to actually take 390 00:13:26,660 --> 00:13:28,530 a platform, figure out ways 391 00:13:28,530 --> 00:13:30,180 to aggregate across multiple touch 392 00:13:30,180 --> 00:13:31,090 points, so we serve up 393 00:13:31,090 --> 00:13:32,190 a single pane of glass, 394 00:13:32,420 --> 00:13:33,900 make sure that we optimize 395 00:13:33,900 --> 00:13:35,140 and we leverage AI and 396 00:13:35,140 --> 00:13:37,280 machine learning to optimize. How 397 00:13:37,280 --> 00:13:38,150 do you take all those 398 00:13:38,150 --> 00:13:39,830 contact points to really beef 399 00:13:39,830 --> 00:13:41,560 up the support process and 400 00:13:41,560 --> 00:13:43,550 that triage process to get 401 00:13:43,550 --> 00:13:44,940 through that tree faster to 402 00:13:44,940 --> 00:13:46,530 the right subject matter expertise. Then 403 00:13:47,240 --> 00:13:48,960 we leverage the call volumes 404 00:13:48,960 --> 00:13:50,530 and the typical subject areas 405 00:13:50,530 --> 00:13:51,920 where people have scenarios that they want to 406 00:13:52,360 --> 00:13:54,440 talk through to actually build 407 00:13:54,440 --> 00:13:56,240 up an onboarding plan and 408 00:13:56,240 --> 00:13:57,500 a training regimen for the 409 00:13:57,500 --> 00:13:58,470 people in the agents that 410 00:13:58,470 --> 00:13:59,360 we do staff the call 411 00:13:59,360 --> 00:14:01,330 center with. The more impactful 412 00:14:01,330 --> 00:14:02,470 each of those three pillars 413 00:14:02,470 --> 00:14:03,640 are and how we build 414 00:14:03,640 --> 00:14:05,390 that content and that process 415 00:14:05,390 --> 00:14:06,430 on top of the Genesys 416 00:14:06,480 --> 00:14:08,540 platform here internally, then obviously 417 00:14:08,540 --> 00:14:10,010 drives a much better customer 418 00:14:10,010 --> 00:14:11,300 experience and make sure that 419 00:14:11,520 --> 00:14:13,120 customers don't view, " Oh no, 420 00:14:13,120 --> 00:14:14,100 I have to call Microsoft 421 00:14:14,100 --> 00:14:16,310 support again," as a burden, 422 00:14:16,310 --> 00:14:17,000 they see it as an 423 00:14:17,000 --> 00:14:18,800 opportunity to gain some information 424 00:14:18,800 --> 00:14:20,460 and then hopefully, have a 425 00:14:20,460 --> 00:14:24,560 better experience with our products. Thanks, 426 00:14:24,560 --> 00:14:29,480 David. Let's talk about digital 427 00:14:29,480 --> 00:14:30,760 transformation. Do you want to 428 00:14:31,170 --> 00:14:35,230 take us through that? that I'll 429 00:14:35,230 --> 00:14:36,770 just highlight. These are scenarios, 430 00:14:36,770 --> 00:14:38,010 and this is what I personally love 431 00:14:38,010 --> 00:14:39,940 about the Genesys platform. A 432 00:14:39,940 --> 00:14:40,930 little sidebar here about the 433 00:14:40,930 --> 00:14:43,250 platform itself. When you get 434 00:14:43,250 --> 00:14:45,090 one single pane through Genesys, 435 00:14:45,090 --> 00:14:46,050 to be able to actually 436 00:14:46,050 --> 00:14:47,300 measure all your touch points, 437 00:14:47,360 --> 00:14:50,160 web, call, text, email, in- 438 00:14:50,160 --> 00:14:51,300 person visits, and you can 439 00:14:51,300 --> 00:14:52,280 merge that into one data 440 00:14:52,280 --> 00:14:53,900 platform, and then serve it 441 00:14:53,900 --> 00:14:55,870 up through this integrated customer 442 00:14:55,870 --> 00:14:57,640 contact center, you get the 443 00:14:57,640 --> 00:14:59,560 opportunity then to do customization and drive 444 00:14:59,560 --> 00:15:00,660 analytics on top of it. 445 00:15:00,720 --> 00:15:01,450 I'll just call out a 446 00:15:01,450 --> 00:15:03,090 couple of these. The first, the 447 00:15:03,090 --> 00:15:05,750 multichannel, omnichannel is an amazing 448 00:15:05,750 --> 00:15:07,030 experience for us. We've been 449 00:15:07,030 --> 00:15:09,020 able to capture and streamline 450 00:15:09,020 --> 00:15:10,940 templates that we offer up 451 00:15:10,940 --> 00:15:12,370 online and in our call 452 00:15:12,370 --> 00:15:14,740 centers, so that we've reduced 453 00:15:14,740 --> 00:15:17,300 the volume of options for 454 00:15:17,430 --> 00:15:18,500 how do we segment and 455 00:15:18,500 --> 00:15:20,200 triage different questions that come 456 00:15:20,200 --> 00:15:21,190 into our call center? That's 457 00:15:21,190 --> 00:15:23,140 really important. Again, the more 458 00:15:23,140 --> 00:15:24,610 efficient that triage and path 459 00:15:24,610 --> 00:15:26,500 to success is, the better 460 00:15:26,500 --> 00:15:27,380 that experience is going to be for the customer. 461 00:15:28,520 --> 00:15:30,680 That omni- channel multichannel support 462 00:15:30,960 --> 00:15:32,430 that wherever the customer touches 463 00:15:32,430 --> 00:15:33,050 us, we can put it 464 00:15:33,050 --> 00:15:34,160 into the same data environments 465 00:15:34,510 --> 00:15:35,820 and drive a triaged process 466 00:15:35,820 --> 00:15:39,520 off of that, very, very important for that experience. The 467 00:15:39,520 --> 00:15:40,680 second thing I'll say is 468 00:15:40,770 --> 00:15:41,480 we're doing a lot more 469 00:15:41,480 --> 00:15:43,160 virtual agent and agent assist 470 00:15:43,160 --> 00:15:44,630 type work, which is, if 471 00:15:44,630 --> 00:15:45,950 we can do analytics on 472 00:15:45,950 --> 00:15:47,010 top of the data to see 473 00:15:47,010 --> 00:15:48,400 where the majority of questions 474 00:15:48,400 --> 00:15:49,770 are coming in, we can 475 00:15:49,770 --> 00:15:52,360 then proactively provide solutions through 476 00:15:52,360 --> 00:15:54,640 this virtual agent business work. One of 477 00:15:55,310 --> 00:15:56,470 the scenarios on the poll 478 00:15:56,470 --> 00:15:58,070 questions earlier was about increasing 479 00:15:58,070 --> 00:15:59,770 costs that are related to 480 00:15:59,770 --> 00:16:01,630 a call center. Doing virtual 481 00:16:01,630 --> 00:16:03,450 work and leveraging smarter bot 482 00:16:03,670 --> 00:16:05,310 infrastructure on top of Genesys 483 00:16:05,310 --> 00:16:06,910 as a contact management platform 484 00:16:06,970 --> 00:16:09,350 really helps you reduce that 485 00:16:09,350 --> 00:16:11,010 overhead required to run a 486 00:16:11,010 --> 00:16:12,350 cost center, because you're able 487 00:16:12,350 --> 00:16:12,620 to do a lot of 488 00:16:12,960 --> 00:16:14,250 this leveraging the technology and 489 00:16:14,300 --> 00:16:15,790 analytics that are in place. 490 00:16:16,700 --> 00:16:17,430 Then the final thing I 491 00:16:17,430 --> 00:16:19,120 would say is repeat caller. 492 00:16:19,660 --> 00:16:21,670 We all have that experience of a 493 00:16:21,670 --> 00:16:22,960 repeat caller. I'm a repeat 494 00:16:22,960 --> 00:16:25,030 caller on some services that I 495 00:16:25,030 --> 00:16:26,950 have questions on. Being able 496 00:16:26,950 --> 00:16:27,820 to make sure that the 497 00:16:27,820 --> 00:16:29,930 personalized experience of that repeat caller, 498 00:16:29,930 --> 00:16:30,700 that we know what they 499 00:16:30,700 --> 00:16:32,310 called about last month, that 500 00:16:32,310 --> 00:16:33,500 we understand when they had 501 00:16:33,500 --> 00:16:34,550 a great experience with us, 502 00:16:34,950 --> 00:16:36,350 what was the actual triage 503 00:16:36,350 --> 00:16:38,530 process? What was the decision 504 00:16:38,530 --> 00:16:39,430 tree that got them to 505 00:16:39,430 --> 00:16:40,600 a specific agent that was 506 00:16:40,840 --> 00:16:41,640 able to address their question? 507 00:16:41,640 --> 00:16:44,410 We can take those as 508 00:16:44,410 --> 00:16:45,900 an individual case by case 509 00:16:45,900 --> 00:16:48,300 basis, leverage the Genesys platform 510 00:16:48,300 --> 00:16:49,660 powered by Azure to actually 511 00:16:49,660 --> 00:16:51,440 drive analytics and workflow on 512 00:16:51,440 --> 00:16:52,560 top of that so that we 513 00:16:52,560 --> 00:16:54,100 can then customize that path 514 00:16:54,100 --> 00:16:56,160 for that individual. We know 515 00:16:56,160 --> 00:16:57,440 they're coming in, we know 516 00:16:57,440 --> 00:16:59,090 their information, we know what 517 00:16:59,090 --> 00:17:00,180 they've had questions on or 518 00:17:00,180 --> 00:17:01,490 concerns on, or they've given 519 00:17:01,490 --> 00:17:03,250 us even confidence in the 520 00:17:03,250 --> 00:17:04,780 past, and we can curate 521 00:17:05,010 --> 00:17:06,640 an individual experience on top 522 00:17:06,640 --> 00:17:08,170 of the platform that is 523 00:17:08,170 --> 00:17:09,940 invisible to them. They just 524 00:17:09,940 --> 00:17:11,110 know that they call and 525 00:17:11,110 --> 00:17:12,840 they get, " Hi. Welcome, David. 526 00:17:13,050 --> 00:17:14,150 Last time you called about 527 00:17:14,150 --> 00:17:16,160 billing. Did a similar situation 528 00:17:16,160 --> 00:17:17,050 happened this month, or would 529 00:17:17,050 --> 00:17:18,100 you like to discuss something 530 00:17:18,100 --> 00:17:20,300 different?" Something that's simple with 531 00:17:20,300 --> 00:17:21,570 making sure that we can address 532 00:17:21,570 --> 00:17:23,310 repeat callers as true repeat 533 00:17:23,310 --> 00:17:26,170 customers into our platform helps alleviate 534 00:17:26,170 --> 00:17:27,050 the stress of having to 535 00:17:27,050 --> 00:17:28,070 call in and start that 536 00:17:28,070 --> 00:17:29,140 process all over again for 537 00:17:29,140 --> 00:17:30,390 a lot of people. Those 538 00:17:30,390 --> 00:17:31,830 are just three examples of 539 00:17:31,830 --> 00:17:32,580 where we've been able to 540 00:17:32,580 --> 00:17:34,160 take the Genesys platform and 541 00:17:34,160 --> 00:17:35,930 drive some specific innovation and analytics 542 00:17:36,200 --> 00:17:37,300 on top of it to 543 00:17:37,300 --> 00:17:38,470 build up that workflow and 544 00:17:38,470 --> 00:17:40,230 subject matter expertise, and then 545 00:17:40,230 --> 00:17:42,170 obviously increased customer loyalty through 546 00:17:42,170 --> 00:17:44,940 the platform. Right. To me, 547 00:17:45,160 --> 00:17:46,520 David, especially your third point, 548 00:17:46,640 --> 00:17:48,850 really brings forward the power 549 00:17:48,850 --> 00:17:51,300 of having that context. You 550 00:17:51,300 --> 00:17:52,530 have the context of what 551 00:17:52,530 --> 00:17:54,010 they had done before, they're 552 00:17:54,010 --> 00:17:56,370 here again, just taking that 553 00:17:56,370 --> 00:17:58,210 data and making it actionable 554 00:17:58,560 --> 00:18:00,020 to make it back to 555 00:18:00,020 --> 00:18:02,570 the personalized experience. That's really 556 00:18:02,940 --> 00:18:04,820 the magic behind the scene 557 00:18:04,920 --> 00:18:06,260 of how all that works. 558 00:18:06,720 --> 00:18:07,770 Yeah. I would add to 559 00:18:07,770 --> 00:18:09,870 that, this isn't just about, hey, can we 560 00:18:09,870 --> 00:18:11,650 do this faster? There's real 561 00:18:11,650 --> 00:18:13,240 hard metrics involved here. We're 562 00:18:13,240 --> 00:18:15,030 talking about hundreds of thousands of 563 00:18:15,030 --> 00:18:16,270 touch points with customers on 564 00:18:16,270 --> 00:18:18,420 a daily basis. How do 565 00:18:18,420 --> 00:18:20,700 we save money from customer 566 00:18:20,700 --> 00:18:22,810 support and that triage process? 567 00:18:23,050 --> 00:18:24,440 How do we increase the 568 00:18:24,440 --> 00:18:26,270 average revenue per customer that 569 00:18:26,270 --> 00:18:27,680 comes into our support center? 570 00:18:29,180 --> 00:18:30,230 We're Microsoft so we have to 571 00:18:30,230 --> 00:18:31,950 have metrics behind everything. We've 572 00:18:31,950 --> 00:18:33,450 been able to save millions 573 00:18:33,450 --> 00:18:35,440 of dollars in cost savings 574 00:18:35,440 --> 00:18:36,990 within our customer support center. 575 00:18:37,200 --> 00:18:38,640 We've been able to triple, 576 00:18:38,910 --> 00:18:40,170 in some scenarios in some 577 00:18:40,170 --> 00:18:42,360 product lines, our revenue potential 578 00:18:42,360 --> 00:18:43,640 out of a customer by 579 00:18:43,640 --> 00:18:44,880 just having a better customer 580 00:18:44,880 --> 00:18:47,180 support experience. If you think about 581 00:18:47,610 --> 00:18:49,480 a global footprint like Microsoft 582 00:18:49,480 --> 00:18:51,810 has with tens of thousands 583 00:18:51,810 --> 00:18:53,140 of properties that are touching 584 00:18:53,140 --> 00:18:55,390 different customers in different mechanisms, 585 00:18:55,780 --> 00:18:57,060 getting that all into one 586 00:18:57,060 --> 00:18:58,410 integrated platform and in an 587 00:18:58,410 --> 00:18:59,950 efficient way, that's safe and 588 00:18:59,950 --> 00:19:01,460 secure, and then being able 589 00:19:01,460 --> 00:19:02,670 to drive this, again, not 590 00:19:02,670 --> 00:19:03,830 as a cost center, but 591 00:19:03,830 --> 00:19:04,870 as a profit center for 592 00:19:04,870 --> 00:19:06,350 the company, that has been 593 00:19:06,350 --> 00:19:08,210 a remarkable transformation that we've 594 00:19:08,210 --> 00:19:09,440 experienced with Genesys over the 595 00:19:09,440 --> 00:19:11,020 past couple of years. Right. 596 00:19:11,080 --> 00:19:11,590 Because it always felt like 597 00:19:11,590 --> 00:19:12,860 in the past, the reality 598 00:19:12,860 --> 00:19:13,850 was always that some of 599 00:19:13,850 --> 00:19:15,580 those things were mutually exclusive. 600 00:19:15,820 --> 00:19:17,070 I could only save money 601 00:19:17,160 --> 00:19:19,010 if I decreased my customer 602 00:19:19,010 --> 00:19:20,900 experience, or I could only 603 00:19:20,900 --> 00:19:22,760 increase revenue if I spent 604 00:19:22,760 --> 00:19:24,130 more, and really the scenario 605 00:19:24,130 --> 00:19:25,470 you are talking about is 606 00:19:25,660 --> 00:19:27,210 it really is the best 607 00:19:27,210 --> 00:19:30,540 of both. Excellent. On that, I'm 608 00:19:30,540 --> 00:19:32,270 going to take us to 609 00:19:32,270 --> 00:19:35,910 our next poll question. This 610 00:19:35,910 --> 00:19:37,740 time, what we're curious about, 611 00:19:38,080 --> 00:19:38,590 for the folks that are 612 00:19:38,590 --> 00:19:41,520 participating is, which of this 613 00:19:41,520 --> 00:19:43,370 best describes your current contact 614 00:19:43,370 --> 00:19:46,090 center environment. There's a hint 615 00:19:46,090 --> 00:19:47,240 here is, this is where 616 00:19:47,240 --> 00:19:48,620 we are heading to the 617 00:19:48,770 --> 00:19:51,360 next topic. But really, we'd 618 00:19:51,360 --> 00:19:53,050 like to know where your 619 00:19:54,010 --> 00:19:55,950 current reality is. We know 620 00:19:55,950 --> 00:19:57,420 what all this technology first 621 00:19:57,420 --> 00:19:59,910 came about. The only way 622 00:19:59,910 --> 00:20:01,390 to consume was on premise, 623 00:20:01,390 --> 00:20:03,670 and certainly for, especially very 624 00:20:03,670 --> 00:20:06,790 large organizations, that is certainly 625 00:20:07,740 --> 00:20:09,340 still reality and still make 626 00:20:09,340 --> 00:20:11,080 sense. There are some that 627 00:20:11,080 --> 00:20:12,450 are in that in between 628 00:20:12,450 --> 00:20:14,360 and others that are fully 629 00:20:14,360 --> 00:20:16,640 cloud. Just curious as to 630 00:20:16,640 --> 00:20:19,600 where this audience stands with 631 00:20:19,600 --> 00:20:21,440 that. Let me jump to 632 00:20:22,210 --> 00:20:25,220 the results. All right. There 633 00:20:25,230 --> 00:20:26,590 we go. We have, over 634 00:20:26,590 --> 00:20:27,910 half that are still on 635 00:20:27,910 --> 00:20:31,320 prem, a good 30% still 636 00:20:31,320 --> 00:20:33,410 in between, and about 10% 637 00:20:33,410 --> 00:20:35,270 better that are on cloud. 638 00:20:35,410 --> 00:20:38,200 Excellent. With that, I am 639 00:20:38,200 --> 00:20:39,520 going to introduce our next 640 00:20:39,520 --> 00:20:41,530 topic, which is moving your 641 00:20:41,530 --> 00:20:43,530 context center to the cloud. 642 00:20:44,180 --> 00:20:45,880 Again, given just the poll 643 00:20:45,880 --> 00:20:48,980 result is certainly apropos for 644 00:20:48,980 --> 00:20:49,610 the folks that we have 645 00:20:49,610 --> 00:20:52,060 participating. On this one, David, if 646 00:20:52,060 --> 00:20:53,190 you'd like to start out. 647 00:20:54,010 --> 00:20:56,030 Yeah, it's interesting. Obviously, Microsoft 648 00:20:56,030 --> 00:20:57,350 has been in the on 649 00:20:57,350 --> 00:20:59,230 premises software world for a 650 00:20:59,230 --> 00:21:00,220 pretty long time. We've got 651 00:21:00,220 --> 00:21:02,410 a reasonable track record with 652 00:21:02,410 --> 00:21:04,700 companies in different geographies, different 653 00:21:04,700 --> 00:21:07,630 industries of delivering products on 654 00:21:07,630 --> 00:21:09,310 premises. We obviously believe in 655 00:21:09,310 --> 00:21:10,220 that model, we know we've 656 00:21:10,220 --> 00:21:11,790 worked at that model. What 657 00:21:11,790 --> 00:21:13,550 we've been able to see 658 00:21:13,550 --> 00:21:17,380 with this, frankly explosion, of 659 00:21:17,380 --> 00:21:19,710 data collection points, touch points 660 00:21:19,990 --> 00:21:21,360 is we've seen a need 661 00:21:21,360 --> 00:21:22,980 of greater scale and flexibility, 662 00:21:22,980 --> 00:21:23,980 which is why a lot 663 00:21:23,980 --> 00:21:25,160 of customers are starting to 664 00:21:25,160 --> 00:21:27,010 evaluate and even implement cloud- 665 00:21:27,010 --> 00:21:30,540 based technologies. I understand the 666 00:21:30,540 --> 00:21:32,290 concern there. If you've managed 667 00:21:32,290 --> 00:21:33,450 something within your own data 668 00:21:33,450 --> 00:21:34,450 center or your own IT 669 00:21:34,540 --> 00:21:36,070 environment, and then trying to 670 00:21:36,070 --> 00:21:38,390 move into somebody else's management 671 00:21:38,480 --> 00:21:39,960 infrastructure, it can be a 672 00:21:39,960 --> 00:21:41,430 little bit concerning. That's why 673 00:21:41,430 --> 00:21:43,270 we do see a lot 674 00:21:43,270 --> 00:21:44,440 of companies trying to do 675 00:21:44,440 --> 00:21:46,400 both, which is stick a 676 00:21:46,400 --> 00:21:47,570 toe in the water on 677 00:21:47,570 --> 00:21:48,810 what I should and how 678 00:21:48,810 --> 00:21:51,130 I should move technologies into 679 00:21:51,130 --> 00:21:53,820 the hybrid, or into the cloud 680 00:21:53,820 --> 00:21:55,280 environment while I still maintain 681 00:21:55,280 --> 00:21:57,180 some functions and features on 682 00:21:57,180 --> 00:22:00,620 premises. From our perspective, obviously 683 00:22:00,620 --> 00:22:01,810 Microsoft is here to support 684 00:22:01,810 --> 00:22:02,960 both of those scenarios, which 685 00:22:02,960 --> 00:22:03,910 is why our partnership with 686 00:22:03,910 --> 00:22:04,960 a company like Genesys has 687 00:22:04,960 --> 00:22:06,150 been so valuable to us. 688 00:22:06,420 --> 00:22:07,160 We know we've got a 689 00:22:07,160 --> 00:22:09,380 lot of on premises customers 690 00:22:09,380 --> 00:22:10,660 that need value out of 691 00:22:10,660 --> 00:22:12,220 a customer contact center, but 692 00:22:12,220 --> 00:22:13,100 we also know that the 693 00:22:13,100 --> 00:22:15,600 need and the volume, as 694 00:22:15,600 --> 00:22:17,810 well as that personalized experience, we 695 00:22:17,810 --> 00:22:19,020 need to be able to scale that. We 696 00:22:19,250 --> 00:22:22,170 need to do that in a secure data- driven approach. 697 00:22:22,630 --> 00:22:23,700 Because of the volume of 698 00:22:23,700 --> 00:22:25,460 touches, the volume of information that we're 699 00:22:25,460 --> 00:22:27,010 trying to exchange, that's why 700 00:22:27,010 --> 00:22:27,930 we see more and more 701 00:22:27,930 --> 00:22:30,200 hybrid implementations where you're doing 702 00:22:30,200 --> 00:22:31,490 some stuff on premises, but 703 00:22:31,480 --> 00:22:33,510 you're also starting to experience 704 00:22:34,020 --> 00:22:34,650 and use a little bit 705 00:22:34,810 --> 00:22:36,330 more functionality within the cloud. 706 00:22:36,800 --> 00:22:37,880 I know from our perspective, 707 00:22:37,880 --> 00:22:38,610 we obviously meet with a 708 00:22:38,610 --> 00:22:40,470 lot of CTOs and CIOs across the 709 00:22:40,470 --> 00:22:42,540 business. Hybrid has always been 710 00:22:42,540 --> 00:22:43,330 a key focus of their 711 00:22:43,330 --> 00:22:44,430 strategy. In fact, I don't 712 00:22:44,430 --> 00:22:46,360 know of one CTO or 713 00:22:46,440 --> 00:22:47,700 CIO that I've met in 714 00:22:47,700 --> 00:22:48,710 the past 10 years that 715 00:22:48,730 --> 00:22:49,670 has said, " Hey, I'm not 716 00:22:49,670 --> 00:22:50,850 interested in any cloud at 717 00:22:50,850 --> 00:22:52,260 all, but I'm also not 718 00:22:52,260 --> 00:22:53,880 going a hundred percent in 719 00:22:53,880 --> 00:22:56,070 on cloud workloads." I think 720 00:22:56,070 --> 00:22:57,020 it's a matter of what 721 00:22:57,020 --> 00:22:58,240 are you comfortable with, how 722 00:22:58,240 --> 00:22:59,400 can you prove out a 723 00:22:59,400 --> 00:23:01,470 construct, how can you make 724 00:23:01,470 --> 00:23:02,360 sure that you still have 725 00:23:02,360 --> 00:23:05,240 control over IT, but you can leverage 726 00:23:05,240 --> 00:23:07,560 somebody else's scale and security 727 00:23:07,560 --> 00:23:08,600 models, which is where we're 728 00:23:08,600 --> 00:23:10,120 seeing it. We're seeing more 729 00:23:10,120 --> 00:23:11,710 and more applications that are 730 00:23:11,710 --> 00:23:13,020 being run virtually or in 731 00:23:13,020 --> 00:23:15,670 a public cloud scenario. You'll 732 00:23:15,670 --> 00:23:17,840 see this, there's a hybrid 733 00:23:17,910 --> 00:23:19,410 approach here that's the majority. 734 00:23:19,410 --> 00:23:20,490 This slide right here is 735 00:23:20,490 --> 00:23:22,520 around 70% of people are 736 00:23:22,520 --> 00:23:24,010 pushing that as a primary 737 00:23:24,780 --> 00:23:27,370 strategy, but there's a little bit of a difference there 738 00:23:27,370 --> 00:23:28,790 between a private cloud versus 739 00:23:28,790 --> 00:23:29,820 something that you're hosting on 740 00:23:29,820 --> 00:23:31,330 your own versus a public 741 00:23:31,330 --> 00:23:34,440 cloud. You see the gigantic 742 00:23:34,440 --> 00:23:35,650 upswing in the past five 743 00:23:35,650 --> 00:23:37,130 years of public cloud adoption. 744 00:23:37,520 --> 00:23:38,960 The reason for that is, 745 00:23:38,960 --> 00:23:40,570 frankly, is about investment in 746 00:23:40,570 --> 00:23:42,500 the platform. I always have 747 00:23:42,500 --> 00:23:44,580 this conversation with CIOs that are 748 00:23:44,580 --> 00:23:45,810 nervous about moving into the 749 00:23:45,810 --> 00:23:47,280 cloud. I always ask them 750 00:23:47,280 --> 00:23:48,960 if they think that their 751 00:23:48,960 --> 00:23:50,450 company is investing more in R&D 752 00:23:51,160 --> 00:23:52,470 or security than a company 753 00:23:52,470 --> 00:23:55,300 like Microsoft would. We spend 754 00:23:55,500 --> 00:23:56,810 tens of billions of dollars 755 00:23:56,810 --> 00:23:58,420 a year in our infrastructure 756 00:23:58,620 --> 00:23:59,490 to make sure that it's 757 00:23:59,490 --> 00:24:01,270 secure, it's reliable and it's 758 00:24:01,280 --> 00:24:02,930 scalable, and it offers up 759 00:24:02,930 --> 00:24:04,700 services that then you can 760 00:24:04,700 --> 00:24:07,290 try, with a really low 761 00:24:07,290 --> 00:24:09,630 touch, efficient, quick mechanism, as 762 00:24:09,630 --> 00:24:10,830 opposed to having to buy, 763 00:24:10,830 --> 00:24:12,400 instead of new infrastructure on 764 00:24:12,400 --> 00:24:14,200 your own. That ability to 765 00:24:14,200 --> 00:24:16,000 leverage somebody else's scale in 766 00:24:16,000 --> 00:24:17,780 a quick format to do 767 00:24:18,120 --> 00:24:20,520 innovation and development work directly 768 00:24:20,520 --> 00:24:21,610 without having to purchase new 769 00:24:21,610 --> 00:24:24,110 hardware is one of the key benefits 770 00:24:24,190 --> 00:24:27,410 of the cloud. David, oh, 771 00:24:27,410 --> 00:24:30,700 sorry. Go ahead. to say that 772 00:24:30,920 --> 00:24:33,750 that is exactly the conversations 773 00:24:34,140 --> 00:24:35,670 we're having as well. It's 774 00:24:35,670 --> 00:24:37,100 actually one of our core 775 00:24:37,100 --> 00:24:38,610 pillars of our strategy, is 776 00:24:38,610 --> 00:24:40,130 to support our large premise 777 00:24:40,130 --> 00:24:43,240 number of customers to adopt 778 00:24:43,640 --> 00:24:46,720 and access innovation delivered through 779 00:24:46,720 --> 00:24:49,040 the cloud. That hybrid strategy 780 00:24:49,360 --> 00:24:51,210 of being able to access 781 00:24:51,210 --> 00:24:53,360 innovation in the cloud that 782 00:24:53,360 --> 00:24:54,680 Microsoft and Genesys are bringing 783 00:24:54,680 --> 00:24:56,940 together on Azure at the 784 00:24:56,940 --> 00:24:58,810 same time, helping them with 785 00:24:58,810 --> 00:25:00,580 a pathway so they can 786 00:25:00,660 --> 00:25:03,370 leverage their current investment on 787 00:25:03,370 --> 00:25:06,210 premise and phase and access 788 00:25:06,210 --> 00:25:07,990 today, but more importantly, have 789 00:25:07,990 --> 00:25:09,260 a pathway to move further 790 00:25:09,260 --> 00:25:10,970 into the cloud as their 791 00:25:11,960 --> 00:25:14,370 company needs and requirements change. 792 00:25:15,510 --> 00:25:18,180 That's exactly right. Everybody should 793 00:25:18,270 --> 00:25:19,320 be asking why cloud, and 794 00:25:19,320 --> 00:25:20,220 the number one thing is going to 795 00:25:20,220 --> 00:25:21,940 be scale. It's going to be scale 796 00:25:21,940 --> 00:25:23,340 and velocity in the market. 797 00:25:23,590 --> 00:25:24,690 You can spin up a 798 00:25:24,690 --> 00:25:27,340 cloud service much more, easily, 799 00:25:27,340 --> 00:25:29,890 cheaper, more efficient with greater 800 00:25:29,890 --> 00:25:32,240 integration quicker than you can 801 00:25:32,240 --> 00:25:33,360 build out in your own 802 00:25:33,360 --> 00:25:34,350 data center or your own 803 00:25:34,350 --> 00:25:35,970 on premises environment. As you 804 00:25:35,970 --> 00:25:37,630 think about a ton of 805 00:25:37,630 --> 00:25:38,470 data that needs to be 806 00:25:38,470 --> 00:25:39,410 processed, do you want to 807 00:25:39,410 --> 00:25:41,530 configure create, procure a server, 808 00:25:41,530 --> 00:25:42,070 or do you want to 809 00:25:42,070 --> 00:25:43,990 leverage somebody else's servers? The 810 00:25:43,990 --> 00:25:45,600 process turns it down from 811 00:25:45,600 --> 00:25:46,840 a month long to set 812 00:25:46,840 --> 00:25:48,110 the IT environment up to 813 00:25:48,110 --> 00:25:49,790 literally a process that you could 814 00:25:49,790 --> 00:25:53,050 implement in five minutes with 815 00:25:53,050 --> 00:25:55,640 much greater efficiency. The other 816 00:25:55,640 --> 00:25:56,510 thing that I always talk 817 00:25:56,510 --> 00:25:57,840 about with the cloud and something 818 00:25:57,840 --> 00:25:59,270 like a public cloud environment 819 00:25:59,270 --> 00:26:00,840 like Azure, being that we're 820 00:26:00,840 --> 00:26:02,530 the number one global provider 821 00:26:02,530 --> 00:26:03,860 of cloud services, we're in 822 00:26:03,920 --> 00:26:06,500 all of these different geographic locations, 823 00:26:06,510 --> 00:26:08,340 we've got data centers. We 824 00:26:08,340 --> 00:26:10,270 really believe in three fundamental 825 00:26:10,360 --> 00:26:12,060 scenarios. The first is about 826 00:26:12,060 --> 00:26:14,610 security. We are known as 827 00:26:14,610 --> 00:26:17,160 an enterprise company. The data 828 00:26:17,160 --> 00:26:18,820 and how we treat and manage 829 00:26:18,820 --> 00:26:20,340 the data is secure and 830 00:26:20,340 --> 00:26:21,880 companies rely on that. At the end of 831 00:26:22,170 --> 00:26:22,870 the day, if they have 832 00:26:22,870 --> 00:26:24,790 a data breach, that's a 833 00:26:25,070 --> 00:26:27,410 huge customer loyalty dissatisfaction issue. 834 00:26:28,070 --> 00:26:29,160 Oftentimes, we're seeing a lot 835 00:26:29,160 --> 00:26:30,380 of companies migrate to Azure 836 00:26:30,380 --> 00:26:31,450 just because they want to 837 00:26:31,450 --> 00:26:32,240 make sure that they've got 838 00:26:32,240 --> 00:26:34,100 best in class security processes 839 00:26:34,480 --> 00:26:35,680 and they've got best in 840 00:26:35,900 --> 00:26:39,120 class access management processes that 841 00:26:39,120 --> 00:26:41,020 they're able to enable. The 842 00:26:41,250 --> 00:26:42,950 second thing is around compliance. 843 00:26:43,350 --> 00:26:44,420 There are so many different 844 00:26:44,420 --> 00:26:45,600 international buyers. Now, if I 845 00:26:45,600 --> 00:26:47,120 think about companies and how 846 00:26:47,120 --> 00:26:48,320 people are interacting with their 847 00:26:48,320 --> 00:26:50,180 platform, it's no longer just 848 00:26:50,180 --> 00:26:52,960 a small geographic footprint. The 849 00:26:52,960 --> 00:26:53,960 goal of every company is to 850 00:26:54,050 --> 00:26:55,740 have a global user base 851 00:26:55,740 --> 00:26:59,020 or customer base. Companies interacting 852 00:26:59,020 --> 00:27:00,440 or customers interacting with your 853 00:27:00,450 --> 00:27:04,190 product across multiple locations, really, 854 00:27:04,190 --> 00:27:06,360 really important, as you think 855 00:27:06,360 --> 00:27:08,020 about, are we meeting local 856 00:27:08,030 --> 00:27:09,870 compliancy requirements, or whatever that 857 00:27:09,870 --> 00:27:11,030 government is or whatever that 858 00:27:11,030 --> 00:27:13,350 reporting agency is. Microsoft has 859 00:27:13,350 --> 00:27:15,770 all kinds of compliancy certifications. 860 00:27:15,950 --> 00:27:17,510 Think about healthcare and federal 861 00:27:17,510 --> 00:27:20,710 scenarios and international trade scenarios. 862 00:27:21,520 --> 00:27:22,500 Our data center and how 863 00:27:22,500 --> 00:27:24,270 we treat, manage, protect and 864 00:27:24,270 --> 00:27:26,410 secure data is compliant across 865 00:27:26,410 --> 00:27:29,100 all of those scenarios. The third 866 00:27:29,100 --> 00:27:29,960 scenario, I would say it's 867 00:27:29,960 --> 00:27:32,640 truly about scalability and reliability. 868 00:27:32,730 --> 00:27:34,290 We're a global footprint, obviously 869 00:27:34,290 --> 00:27:35,130 you see a slide here 870 00:27:35,130 --> 00:27:35,930 with some of our data 871 00:27:35,930 --> 00:27:38,300 center footprints, but I'll give 872 00:27:38,300 --> 00:27:39,590 you the perfect example of 873 00:27:39,590 --> 00:27:41,350 why customers and partners are 874 00:27:41,350 --> 00:27:42,260 moving more and more of 875 00:27:42,260 --> 00:27:43,630 their infrastructure to the cloud. 876 00:27:44,030 --> 00:27:45,000 I'd love to say it's 877 00:27:45,410 --> 00:27:46,520 always because of the work 878 00:27:46,520 --> 00:27:47,780 that we're doing, obviously with 879 00:27:47,780 --> 00:27:50,410 our investments and infrastructure, but 880 00:27:50,410 --> 00:27:52,040 it also relies on the fact that there are a 881 00:27:52,040 --> 00:27:53,070 ton of other companies that 882 00:27:53,070 --> 00:27:54,140 are doing the exact same 883 00:27:54,140 --> 00:27:56,400 thing. The access to actually 884 00:27:56,400 --> 00:27:58,420 integrate your product and what 885 00:27:58,420 --> 00:28:00,220 you're doing with other products 886 00:28:00,220 --> 00:28:01,560 that are in Azure. That 887 00:28:01,560 --> 00:28:04,190 integration and scalability through the whole 888 00:28:04,190 --> 00:28:06,250 partner and product ecosystem becomes 889 00:28:06,250 --> 00:28:07,990 much more easier. If you 890 00:28:07,990 --> 00:28:09,550 think about customers wanting to 891 00:28:09,550 --> 00:28:11,490 know who you are, have 892 00:28:11,490 --> 00:28:13,830 that personalized experience, they don't just 893 00:28:14,060 --> 00:28:14,960 want it in your platform, 894 00:28:15,280 --> 00:28:16,030 they want it in every 895 00:28:16,030 --> 00:28:19,160 platform, and they would love to see that integration happening, and the 896 00:28:19,160 --> 00:28:20,740 cloud breaks those barriers down, 897 00:28:20,740 --> 00:28:22,390 where you can actually implement 898 00:28:22,440 --> 00:28:24,310 a product, be integrated on a public 899 00:28:24,660 --> 00:28:25,780 cloud, and they get access 900 00:28:25,780 --> 00:28:27,050 to other ISVs or other 901 00:28:27,050 --> 00:28:28,550 products that you then can 902 00:28:28,550 --> 00:28:30,250 have a seamless experience going 903 00:28:30,250 --> 00:28:31,990 in between with, and I think that's really the 904 00:28:31,990 --> 00:28:33,860 benefit that we've seen with Genesys and 905 00:28:33,860 --> 00:28:35,340 Azure. A user can pop 906 00:28:35,340 --> 00:28:37,250 into an Office 365 account, 907 00:28:37,620 --> 00:28:38,790 but then can immediately go 908 00:28:38,790 --> 00:28:40,900 into their Genesys platform, and all 909 00:28:41,000 --> 00:28:42,140 of their credentials, who they 910 00:28:42,140 --> 00:28:43,750 work for, what their organization 911 00:28:43,750 --> 00:28:45,180 is, is replicated in that 912 00:28:45,180 --> 00:28:46,910 exact same environment. That's the 913 00:28:46,910 --> 00:28:48,530 power of cloud scalability and 914 00:28:48,530 --> 00:28:49,360 how we want to integrate 915 00:28:49,360 --> 00:28:52,140 across different products. The final 916 00:28:52,140 --> 00:28:53,880 thing I would say on the 917 00:28:53,880 --> 00:28:55,770 power of Azure is this 918 00:28:56,110 --> 00:28:58,410 foundation at scale, to make 919 00:28:58,410 --> 00:29:00,210 sure that we're secure. We've 920 00:29:00,210 --> 00:29:01,870 got the physical data center, 921 00:29:01,950 --> 00:29:03,250 we've got this global cloud 922 00:29:03,250 --> 00:29:04,560 infrastructure out there, and then 923 00:29:04,560 --> 00:29:06,210 we've got this operational security 924 00:29:06,210 --> 00:29:08,210 that happens at the forefront. 925 00:29:08,700 --> 00:29:10,980 When we were first launching 926 00:29:10,980 --> 00:29:13,240 our cloud footprint, several years 927 00:29:13,240 --> 00:29:14,640 ago, we didn't have data 928 00:29:14,640 --> 00:29:16,680 centers in every geographic location. 929 00:29:17,490 --> 00:29:19,480 The latency or the availability 930 00:29:19,480 --> 00:29:21,210 of data getting to you 931 00:29:21,210 --> 00:29:22,440 at the local environment was 932 00:29:22,440 --> 00:29:23,640 very challenging. If you think about 933 00:29:23,990 --> 00:29:24,960 that as a customer contact 934 00:29:24,960 --> 00:29:26,470 center, you can't really log 935 00:29:26,470 --> 00:29:27,870 into a customer profile and 936 00:29:27,870 --> 00:29:29,320 then watch that spinning wheel 937 00:29:29,320 --> 00:29:30,390 while you're trying to pull 938 00:29:30,390 --> 00:29:33,010 data across geographic time zones. 939 00:29:33,310 --> 00:29:34,650 Now, because we've got all 940 00:29:34,650 --> 00:29:35,920 these different data centers over 941 00:29:35,920 --> 00:29:37,610 a hundred now worldwide, and 942 00:29:37,610 --> 00:29:39,310 because we're replicating backup data 943 00:29:39,310 --> 00:29:40,780 in a constant basis between 944 00:29:40,780 --> 00:29:42,700 data centers, you always have 945 00:29:42,740 --> 00:29:45,400 super high availability scenarios where 946 00:29:45,400 --> 00:29:47,850 data and customer experiences are seamless 947 00:29:48,040 --> 00:29:49,670 and they're connected. You're always 948 00:29:49,670 --> 00:29:52,030 connected to the latest best 949 00:29:52,030 --> 00:29:53,970 in time information about your 950 00:29:53,970 --> 00:29:55,900 customer and your experience. That 951 00:29:55,900 --> 00:29:57,390 not only obviously improves the 952 00:29:57,390 --> 00:29:59,870 customer experience, improves your employee experience 953 00:30:00,700 --> 00:30:01,750 for how they're leveraging the 954 00:30:01,750 --> 00:30:02,830 tools and how they have 955 00:30:02,830 --> 00:30:08,610 access to information. Excellent. With 956 00:30:08,610 --> 00:30:10,580 that, I'm going to move us 957 00:30:10,580 --> 00:30:12,190 to the topic, which is 958 00:30:12,910 --> 00:30:13,970 just one certainly I know 959 00:30:13,970 --> 00:30:14,960 all of us at Genesys are 960 00:30:14,960 --> 00:30:16,780 very proud of, is that 961 00:30:16,860 --> 00:30:19,040 Microsoft is one of our, 962 00:30:19,520 --> 00:30:20,500 by all means, smart key 963 00:30:20,500 --> 00:30:23,070 customers. David, Jeff, I don't 964 00:30:23,070 --> 00:30:23,360 know if you want to 965 00:30:23,360 --> 00:30:24,590 share a little bit about 966 00:30:24,910 --> 00:30:26,730 Microsoft as a Genesys customer. 967 00:30:27,780 --> 00:30:29,030 Yeah. What I will say 968 00:30:29,030 --> 00:30:30,500 is we've used Genesys and 969 00:30:30,500 --> 00:30:32,030 the Genesys platform for years, 970 00:30:32,060 --> 00:30:33,220 and I'll tell you the 971 00:30:33,220 --> 00:30:34,620 three reasons why is one, 972 00:30:34,990 --> 00:30:35,810 it's an all in one 973 00:30:35,810 --> 00:30:37,180 shop, and that's the simplest way 974 00:30:37,660 --> 00:30:38,450 I can put it. It 975 00:30:38,450 --> 00:30:40,940 captures data and touches across 976 00:30:40,940 --> 00:30:43,070 multiple, that omni- channel experience 977 00:30:43,070 --> 00:30:44,160 and helps us aggregate it. 978 00:30:44,900 --> 00:30:47,320 Number two, the customization that 979 00:30:47,320 --> 00:30:48,130 we're allowed to do on 980 00:30:48,130 --> 00:30:50,160 top of that is really important 981 00:30:50,160 --> 00:30:50,900 for us. I talked about some of 982 00:30:51,480 --> 00:30:52,440 the analytics that we can 983 00:30:52,440 --> 00:30:53,910 drive out of Genesys to 984 00:30:53,910 --> 00:30:55,410 figure out better scripting for 985 00:30:55,410 --> 00:30:57,020 the repeat college scenario, as 986 00:30:57,050 --> 00:30:58,390 an example. The fact that 987 00:30:58,390 --> 00:30:59,730 we can leverage the data and 988 00:31:00,100 --> 00:31:01,760 the infrastructure within Genesys to 989 00:31:01,760 --> 00:31:03,570 develop smarter bots and virtual 990 00:31:03,570 --> 00:31:05,890 assistants and virtual agent work 991 00:31:05,890 --> 00:31:07,840 is really, really important. How 992 00:31:07,840 --> 00:31:09,270 we take the Genesys platform 993 00:31:09,270 --> 00:31:11,530 and then can use the analytics and information that 994 00:31:11,530 --> 00:31:13,040 we're capturing there to make 995 00:31:13,040 --> 00:31:14,840 the entire experience ecosystem better 996 00:31:15,370 --> 00:31:16,370 is a lot more valuable 997 00:31:16,370 --> 00:31:18,530 for us. Then number three, 998 00:31:19,090 --> 00:31:20,610 the Genesys platform is secure, 999 00:31:20,830 --> 00:31:22,900 it's reliable, and it actually 1000 00:31:22,900 --> 00:31:24,400 does all the functionality that 1001 00:31:24,400 --> 00:31:25,090 we need it to do. 1002 00:31:25,090 --> 00:31:26,540 If you think about working 1003 00:31:26,540 --> 00:31:29,050 through a customer contact scenarios 1004 00:31:29,050 --> 00:31:30,190 and how we're helping. Yeah, 1005 00:31:30,190 --> 00:31:32,140 we've been a Genesys customer 1006 00:31:32,140 --> 00:31:33,170 for a long time. In 1007 00:31:33,270 --> 00:31:35,120 fact, when I think about the 1008 00:31:35,120 --> 00:31:36,780 volume of activity that we've 1009 00:31:36,780 --> 00:31:38,580 managed through that infrastructure, I 1010 00:31:38,580 --> 00:31:40,500 mean 73 million calls per 1011 00:31:40,500 --> 00:31:41,880 year, by the way, this 1012 00:31:41,880 --> 00:31:44,480 slide is from January. That's 1013 00:31:44,480 --> 00:31:45,510 already up to over 80 1014 00:31:45,510 --> 00:31:46,920 million calls now, is our 1015 00:31:46,920 --> 00:31:48,020 run rate right now per 1016 00:31:48,020 --> 00:31:49,620 year, which is incredible. We 1017 00:31:49,620 --> 00:31:52,680 now train over 32,000 agents 1018 00:31:52,680 --> 00:31:54,500 on an annual basis of 1019 00:31:54,500 --> 00:31:55,750 how they need to support 1020 00:31:55,930 --> 00:31:58,120 and interact with customers. These 1021 00:31:58,120 --> 00:32:00,740 are dispersed across 160 different 1022 00:32:00,740 --> 00:32:02,720 countries with different language and 1023 00:32:02,720 --> 00:32:05,270 localization scenarios. We've got now 1024 00:32:05,270 --> 00:32:07,340 85 call centers that we 1025 00:32:07,340 --> 00:32:09,110 actually take direct integration with 1026 00:32:09,110 --> 00:32:10,750 customers. In fact, one of 1027 00:32:10,750 --> 00:32:12,400 our sales teams is now 1028 00:32:12,400 --> 00:32:13,660 primarily driven out of a 1029 00:32:13,660 --> 00:32:15,500 call center where we're actually 1030 00:32:15,500 --> 00:32:18,230 delivering customer relationships and technology 1031 00:32:18,230 --> 00:32:20,240 pitches through a call center 1032 00:32:20,240 --> 00:32:22,560 infrastructure. How we embed our 1033 00:32:22,560 --> 00:32:24,410 product sales strategy and our 1034 00:32:24,410 --> 00:32:26,280 pricing terms into the Genesys 1035 00:32:26,280 --> 00:32:28,150 platform is another great example 1036 00:32:28,150 --> 00:32:29,650 of being able to leverage 1037 00:32:29,650 --> 00:32:30,770 the information we have on 1038 00:32:30,770 --> 00:32:31,850 customers to drive a more 1039 00:32:31,850 --> 00:32:34,820 personalized experience. We have over 1040 00:32:34,820 --> 00:32:37,410 130,000 individual conversations. Those are 1041 00:32:37,410 --> 00:32:39,100 in person conversations with people. 1042 00:32:39,810 --> 00:32:40,740 If you think about the 1043 00:32:40,740 --> 00:32:41,960 volume of calls that we 1044 00:32:41,960 --> 00:32:42,850 get and how many we 1045 00:32:42,850 --> 00:32:44,240 can solve virtually, it's a 1046 00:32:44,240 --> 00:32:46,490 gigantic number. That's the power 1047 00:32:46,490 --> 00:32:47,860 of again, analytics within the 1048 00:32:47,860 --> 00:32:50,460 platform. The last thing I 1049 00:32:50,460 --> 00:32:51,530 would say about this is, 1050 00:32:52,300 --> 00:32:54,020 we are a huge Genesys 1051 00:32:54,020 --> 00:32:55,310 customer, we've used the platform 1052 00:32:55,310 --> 00:32:56,780 for years. The reason why 1053 00:32:56,780 --> 00:32:57,770 we're so excited and we've 1054 00:32:57,770 --> 00:32:59,130 invested so much into this 1055 00:32:59,130 --> 00:33:00,950 migration into the Azure story 1056 00:33:01,270 --> 00:33:02,490 is specifically because we need 1057 00:33:02,490 --> 00:33:03,990 that scale. We need more 1058 00:33:03,990 --> 00:33:05,250 data, we need more volume, 1059 00:33:05,250 --> 00:33:07,210 we need more integration to 1060 00:33:07,210 --> 00:33:09,090 drive a lot more volume 1061 00:33:09,090 --> 00:33:10,100 in analytics out of that 1062 00:33:10,100 --> 00:33:12,410 platform. I'm ecstatic that we're 1063 00:33:12,410 --> 00:33:14,530 now migrating the on premises 1064 00:33:14,530 --> 00:33:15,700 piece into Azure, so we 1065 00:33:15,700 --> 00:33:17,160 can take care and take 1066 00:33:17,160 --> 00:33:18,760 advantage of all of those advantages 1067 00:33:18,850 --> 00:33:20,210 that public cloud brings while 1068 00:33:20,210 --> 00:33:21,860 still maintaining the experience and 1069 00:33:21,860 --> 00:33:23,300 usability of the Genesys platform. 1070 00:33:24,680 --> 00:33:26,460 Now, thanks David. That, I 1071 00:33:26,460 --> 00:33:28,980 think really highlights, I guess, 1072 00:33:29,060 --> 00:33:30,420 the power of the Genesys 1073 00:33:30,420 --> 00:33:32,330 Engage platform. Now we're taking it to 1074 00:33:32,490 --> 00:33:33,250 the next level to give 1075 00:33:33,250 --> 00:33:35,310 a pathway to a secure 1076 00:33:35,670 --> 00:33:39,140 global and scalable global cloud 1077 00:33:39,140 --> 00:33:41,130 platform like Azure. What we 1078 00:33:41,130 --> 00:33:43,030 see is, it's really providing 1079 00:33:43,030 --> 00:33:46,470 that pathway. Again, that hybrid 1080 00:33:46,470 --> 00:33:48,840 pathway for customers, because one 1081 00:33:48,840 --> 00:33:49,360 of the things that I 1082 00:33:49,360 --> 00:33:50,730 love about the Microsoft story 1083 00:33:50,730 --> 00:33:53,750 with Engage is you've got 1084 00:33:53,900 --> 00:33:55,990 that platform there that you 1085 00:33:55,990 --> 00:33:56,570 have all this out of 1086 00:33:56,570 --> 00:33:58,090 the box capability, but you 1087 00:33:58,090 --> 00:33:59,930 can also craft it, customize 1088 00:33:59,930 --> 00:34:01,380 it and integrate it in 1089 00:34:01,380 --> 00:34:02,610 a way that suits your 1090 00:34:02,610 --> 00:34:06,370 business. You can really maximize 1091 00:34:06,370 --> 00:34:07,300 that investment, but at the 1092 00:34:07,300 --> 00:34:08,750 same time, control the customer 1093 00:34:09,070 --> 00:34:11,320 experience and a great story. 1094 00:34:11,320 --> 00:34:15,300 Thank you. Jeff, that leads 1095 00:34:15,300 --> 00:34:16,840 us actually to... it's our 1096 00:34:16,840 --> 00:34:18,420 segue into the next topic, 1097 00:34:18,420 --> 00:34:20,730 which is taking that personalized 1098 00:34:20,730 --> 00:34:23,110 customer experience and delivering that 1099 00:34:23,110 --> 00:34:25,500 with cloud- based contact center. 1100 00:34:27,280 --> 00:34:32,240 Thanks Bobbi. We've talked about 1101 00:34:32,380 --> 00:34:34,630 the importance of personalization and 1102 00:34:34,630 --> 00:34:36,610 we've talked about the trend 1103 00:34:36,640 --> 00:34:38,380 and obviously the desire about 1104 00:34:38,380 --> 00:34:39,440 moving into the cloud as 1105 00:34:39,440 --> 00:34:40,810 well, but at the same 1106 00:34:40,810 --> 00:34:42,270 time, how do you bring 1107 00:34:42,270 --> 00:34:44,030 that personalization and moving to 1108 00:34:44,030 --> 00:34:44,890 the cloud together at the 1109 00:34:44,890 --> 00:34:49,120 same time? What we see 1110 00:34:49,160 --> 00:34:52,580 is that sophisticated enterprises are 1111 00:34:52,690 --> 00:34:54,100 really looking for some key 1112 00:34:54,100 --> 00:34:55,510 elements that we've already started 1113 00:34:55,510 --> 00:34:56,960 touching on, and that is 1114 00:34:57,160 --> 00:34:58,270 they want to provide that 1115 00:34:58,270 --> 00:35:01,240 great customer experience really, and 1116 00:35:01,240 --> 00:35:02,940 that's across all touch points, 1117 00:35:03,130 --> 00:35:04,300 across all parts of the 1118 00:35:04,300 --> 00:35:06,470 business, no matter who I 1119 00:35:06,480 --> 00:35:08,300 interact with, what I interact 1120 00:35:08,300 --> 00:35:09,620 with, when I interact, and 1121 00:35:09,620 --> 00:35:11,420 how I interact, I want 1122 00:35:12,070 --> 00:35:13,060 you to know me, I 1123 00:35:13,060 --> 00:35:14,410 want you to understand me, 1124 00:35:14,470 --> 00:35:16,640 I want that empathetic connection. 1125 00:35:17,700 --> 00:35:18,460 It's really being able to 1126 00:35:18,460 --> 00:35:20,470 drive those moments of truth. 1127 00:35:20,920 --> 00:35:23,240 The same time, access to 1128 00:35:23,240 --> 00:35:24,720 innovation. We talked about that 1129 00:35:24,720 --> 00:35:28,190 hybrid model in the cloud 1130 00:35:28,610 --> 00:35:30,750 Genesys Engage on Azure is 1131 00:35:30,750 --> 00:35:35,250 developing innovation around the things 1132 00:35:35,250 --> 00:35:36,040 that matter. They're going to 1133 00:35:36,040 --> 00:35:38,390 drive efficiencies and improve that 1134 00:35:38,390 --> 00:35:41,120 personalization. Really, at the end 1135 00:35:41,120 --> 00:35:42,370 of the day, provide that 1136 00:35:42,380 --> 00:35:45,340 customer experience. That's utilizing technologies around 1137 00:35:45,340 --> 00:35:47,730 AI, machine learning, creating those 1138 00:35:47,730 --> 00:35:49,270 self- service bots, but at 1139 00:35:49,270 --> 00:35:52,350 the same time, predicting what 1140 00:35:52,350 --> 00:35:53,540 the best way to provide 1141 00:35:53,540 --> 00:35:55,610 that experience through predictive engagement 1142 00:35:55,770 --> 00:35:57,340 or the way we assist 1143 00:35:57,660 --> 00:35:59,590 our agents to service those 1144 00:35:59,590 --> 00:36:04,320 customers. At the same time, 1145 00:36:04,320 --> 00:36:04,980 what we want to be 1146 00:36:04,980 --> 00:36:06,450 able to do is not 1147 00:36:06,450 --> 00:36:07,700 just provide access to this 1148 00:36:07,700 --> 00:36:09,850 innovation and these customer experiences, 1149 00:36:09,850 --> 00:36:12,870 but choice and flexibility, because 1150 00:36:15,070 --> 00:36:19,230 sophisticated enterprises are really wanting 1151 00:36:19,240 --> 00:36:20,500 choice in the way they 1152 00:36:20,500 --> 00:36:22,750 deploy that's going to meet their 1153 00:36:22,750 --> 00:36:24,810 needs at an architectural level, 1154 00:36:25,020 --> 00:36:27,530 a network level, communications level, 1155 00:36:27,800 --> 00:36:28,640 and the way they want 1156 00:36:28,640 --> 00:36:30,250 to manage their resources at 1157 00:36:30,250 --> 00:36:32,710 an operational level, and decide 1158 00:36:32,710 --> 00:36:33,500 when they move to the 1159 00:36:33,500 --> 00:36:35,410 cloud and at what pace. 1160 00:36:35,410 --> 00:36:39,080 What this has the impact 1161 00:36:39,080 --> 00:36:41,640 of really allowing organizations to 1162 00:36:41,640 --> 00:36:44,390 do is maintain control that 1163 00:36:44,390 --> 00:36:47,500 suits their business requirements. If 1164 00:36:47,500 --> 00:36:48,650 you can maintain the right 1165 00:36:48,650 --> 00:36:50,120 levels of control, and knowing 1166 00:36:50,120 --> 00:36:51,220 that you've got the right 1167 00:36:51,220 --> 00:36:53,500 partners like Microsoft and Genesys 1168 00:36:53,900 --> 00:36:55,620 to provide the platform to scale and 1169 00:36:55,620 --> 00:36:58,100 grow into the cloud and 1170 00:36:58,450 --> 00:37:00,100 integrate with your premise solution 1171 00:37:00,100 --> 00:37:01,710 around innovation, then you can 1172 00:37:01,710 --> 00:37:02,610 start looking at how you 1173 00:37:02,610 --> 00:37:04,910 reduce costs, but more importantly, 1174 00:37:04,950 --> 00:37:06,480 how you provide that experience 1175 00:37:06,570 --> 00:37:10,950 and really provide that moment 1176 00:37:10,950 --> 00:37:15,280 of truth. What we're talking 1177 00:37:15,760 --> 00:37:17,190 about really is what we've 1178 00:37:17,190 --> 00:37:19,620 announced last month with Microsoft, and that was 1179 00:37:20,110 --> 00:37:22,030 around Genesys Engage on Microsoft 1180 00:37:22,030 --> 00:37:24,700 Azure, Bobbi. It is, and 1181 00:37:24,700 --> 00:37:26,340 it's very exciting. I know 1182 00:37:26,340 --> 00:37:28,170 we are heads down with 1183 00:37:28,200 --> 00:37:30,140 2020 with the work that 1184 00:37:30,140 --> 00:37:32,410 we are doing. Jeff, David, 1185 00:37:32,410 --> 00:37:33,440 if you want to give us 1186 00:37:33,440 --> 00:37:34,470 a little bit more insight 1187 00:37:34,470 --> 00:37:35,700 into what we're doing putting 1188 00:37:35,700 --> 00:37:37,210 Engage on Azure, and I 1189 00:37:37,210 --> 00:37:38,590 know that the topic is probably going to 1190 00:37:38,590 --> 00:37:41,380 lead us into containers. Yes. 1191 00:37:43,400 --> 00:37:45,360 Genesys Engage has been... we've 1192 00:37:45,360 --> 00:37:46,900 had customers for many years. 1193 00:37:47,470 --> 00:37:48,410 You've heard the story about 1194 00:37:48,670 --> 00:37:51,540 Microsoft on Genesys Engage and what they're 1195 00:37:51,540 --> 00:37:52,700 doing, and how they're really 1196 00:37:53,020 --> 00:37:55,100 driving their customer experience. We're 1197 00:37:55,420 --> 00:37:56,890 really proud of what we're 1198 00:37:56,890 --> 00:37:57,950 doing with Microsoft, but we're 1199 00:37:57,950 --> 00:37:59,400 really proud of how we're 1200 00:37:59,400 --> 00:38:02,010 helping companies provide that personalization 1201 00:38:02,010 --> 00:38:03,680 and that experience. But one 1202 00:38:03,710 --> 00:38:05,080 of the things to really 1203 00:38:05,080 --> 00:38:06,480 scale and grow for these 1204 00:38:06,570 --> 00:38:10,150 large enterprises that need choice 1205 00:38:10,150 --> 00:38:12,080 in architecture is, with Genesys 1206 00:38:12,080 --> 00:38:13,790 Engage on Microsoft Azure, which 1207 00:38:13,790 --> 00:38:15,690 we announced last month, we're 1208 00:38:15,690 --> 00:38:19,410 actually architecting the whole solution 1209 00:38:19,500 --> 00:38:22,480 using containers and containerization technology. 1210 00:38:22,480 --> 00:38:24,100 I just want to spend 1211 00:38:24,100 --> 00:38:24,810 a moment on some of 1212 00:38:25,580 --> 00:38:27,700 the advantages of why containers 1213 00:38:27,700 --> 00:38:29,250 are an important technology and 1214 00:38:29,250 --> 00:38:30,480 what this will mean for 1215 00:38:30,480 --> 00:38:31,870 customers that are looking to 1216 00:38:31,870 --> 00:38:33,810 move to the cloud, and 1217 00:38:33,810 --> 00:38:34,940 not just in the cloud, 1218 00:38:34,940 --> 00:38:36,290 but into private models as 1219 00:38:36,290 --> 00:38:39,910 well. By using cloud technology 1220 00:38:40,040 --> 00:38:42,510 is a continual upgrade cycle. 1221 00:38:42,820 --> 00:38:44,230 That rather than in a 1222 00:38:44,230 --> 00:38:46,510 premise situation where you have 1223 00:38:46,510 --> 00:38:48,240 to do upgrades, run business 1224 00:38:48,240 --> 00:38:50,120 cases and prove out the 1225 00:38:50,120 --> 00:38:52,220 return in investment. It's very 1226 00:38:52,220 --> 00:38:53,770 much could be years behind 1227 00:38:53,770 --> 00:38:54,940 the cycle of when the 1228 00:38:54,940 --> 00:38:56,300 features and capabilities that are 1229 00:38:56,300 --> 00:38:58,660 delivered by Genesys and Microsoft are 1230 00:38:58,660 --> 00:39:01,930 available. Now, using cloud technology, 1231 00:39:01,980 --> 00:39:03,220 that's one of the advantages, 1232 00:39:04,630 --> 00:39:06,910 have access to it immediately. 1233 00:39:06,910 --> 00:39:10,050 That can be delivered in 1234 00:39:10,050 --> 00:39:11,250 the cloud through a public 1235 00:39:11,250 --> 00:39:12,820 cloud, all through a private 1236 00:39:12,820 --> 00:39:14,150 cloud on your own premise 1237 00:39:14,150 --> 00:39:16,310 using container technology, which is 1238 00:39:16,310 --> 00:39:18,230 a cloud technology. This makes 1239 00:39:18,230 --> 00:39:19,960 it very easy to manage 1240 00:39:20,380 --> 00:39:22,710 a single architecture. At the 1241 00:39:22,710 --> 00:39:25,030 same time, it gives customers 1242 00:39:25,030 --> 00:39:27,650 control on when and how 1243 00:39:27,650 --> 00:39:29,080 they deploy this to suit 1244 00:39:29,160 --> 00:39:33,740 their business. With that, what 1245 00:39:33,740 --> 00:39:35,990 we have done with Genesys 1246 00:39:36,340 --> 00:39:37,470 Engage on Azure, it's a 1247 00:39:37,470 --> 00:39:40,740 full multi- cloud model, completely 1248 00:39:40,740 --> 00:39:44,130 re- architected using containerization technology. 1249 00:39:45,130 --> 00:39:46,190 That will ensure that the 1250 00:39:46,190 --> 00:39:49,450 most challenging enterprises that have 1251 00:39:49,450 --> 00:39:53,540 really complex communications need, network 1252 00:39:53,540 --> 00:39:56,470 needs, security needs have choice 1253 00:39:56,470 --> 00:39:57,500 in the way they want 1254 00:39:57,500 --> 00:39:58,750 to deliver it. Be it 1255 00:39:58,840 --> 00:40:01,010 public cloud on Azure, be 1256 00:40:01,010 --> 00:40:03,010 a private cloud on premise 1257 00:40:03,010 --> 00:40:05,220 Azure stack. You'll be able 1258 00:40:05,220 --> 00:40:06,900 to have those choices in 1259 00:40:06,950 --> 00:40:08,800 design or even in a 1260 00:40:08,800 --> 00:40:10,840 hybrid model. That's going to 1261 00:40:10,840 --> 00:40:12,890 reduce the use of virtual 1262 00:40:12,890 --> 00:40:14,910 machines, which has a lot of 1263 00:40:14,910 --> 00:40:17,940 footprint using containers, but it 1264 00:40:17,940 --> 00:40:19,910 also allows complete orchestration at 1265 00:40:19,910 --> 00:40:23,630 an operational level. Now, on 1266 00:40:23,630 --> 00:40:25,140 that, David, you've got some 1267 00:40:25,140 --> 00:40:26,860 thoughts on that? Yeah, for 1268 00:40:26,860 --> 00:40:28,550 sure. I thought Ben actually 1269 00:40:28,550 --> 00:40:29,330 asked a question here, is 1270 00:40:29,330 --> 00:40:33,240 Genesys Microsoft offering going to 1271 00:40:33,240 --> 00:40:35,440 go market on Microsoft Azure? 1272 00:40:35,440 --> 00:40:36,590 Absolutely. That's why we're here and 1273 00:40:36,710 --> 00:40:37,670 we're talking about it. I 1274 00:40:37,670 --> 00:40:39,140 think the power of containers, 1275 00:40:39,140 --> 00:40:40,360 if we think about technical 1276 00:40:40,650 --> 00:40:43,150 integrity of a product, what 1277 00:40:43,410 --> 00:40:44,770 containers allows us to do 1278 00:40:44,820 --> 00:40:46,100 when we put the technology 1279 00:40:46,100 --> 00:40:47,490 into these blocks is allow 1280 00:40:47,490 --> 00:40:48,650 them to easily pour in 1281 00:40:48,650 --> 00:40:50,700 between these environments on premise 1282 00:40:50,940 --> 00:40:52,450 to a public cloud, public 1283 00:40:52,450 --> 00:40:53,670 cloud to public cloud and 1284 00:40:53,670 --> 00:40:54,790 integrate a little bit better. 1285 00:40:55,170 --> 00:40:55,980 The reason why you would 1286 00:40:55,980 --> 00:40:57,030 want to do that obviously 1287 00:40:57,030 --> 00:40:57,640 is because we're going to 1288 00:40:57,640 --> 00:40:58,980 continue to innovate and drive 1289 00:40:58,980 --> 00:41:01,790 scale and products within Azure 1290 00:41:01,980 --> 00:41:03,110 that don't exist on the 1291 00:41:03,110 --> 00:41:04,360 on premises side, or don't 1292 00:41:04,360 --> 00:41:06,010 exist with our products on 1293 00:41:06,010 --> 00:41:07,070 premise, or maybe another public 1294 00:41:07,230 --> 00:41:09,440 provider doesn't provide the same 1295 00:41:09,440 --> 00:41:11,580 extent toward. Instead of having 1296 00:41:11,580 --> 00:41:12,760 to re- architect the entire 1297 00:41:12,760 --> 00:41:13,950 solution, we can do it 1298 00:41:13,950 --> 00:41:15,860 in these blocks to make 1299 00:41:15,860 --> 00:41:17,090 sure that the Genesys platform 1300 00:41:17,090 --> 00:41:19,020 is taking advantage of the 1301 00:41:19,020 --> 00:41:20,490 best and brightest out of 1302 00:41:20,490 --> 00:41:21,990 a public cloud offering while 1303 00:41:21,990 --> 00:41:23,430 still maintaining the integrity of 1304 00:41:23,540 --> 00:41:25,090 the architecture that the Genesys 1305 00:41:25,090 --> 00:41:27,920 platform actually provides. Yes, we're 1306 00:41:27,920 --> 00:41:30,040 offering this product on Microsoft, 1307 00:41:30,040 --> 00:41:31,460 but also think about containers 1308 00:41:31,460 --> 00:41:33,580 as an easier portability scenario 1309 00:41:34,090 --> 00:41:35,750 between cloud offerings or between 1310 00:41:35,750 --> 00:41:37,670 on premise and cloud, and really 1311 00:41:37,670 --> 00:41:39,480 enabling that multi- cloud multi- 1312 00:41:39,660 --> 00:41:44,400 user experience model. When we 1313 00:41:44,400 --> 00:41:45,860 first started talking about containers, 1314 00:41:45,860 --> 00:41:47,080 we had used the phrase 1315 00:41:47,080 --> 00:41:48,290 that really what they are 1316 00:41:48,290 --> 00:41:49,870 is they're cloud ready. Even 1317 00:41:50,260 --> 00:41:51,480 if you're still using it 1318 00:41:51,860 --> 00:41:53,290 to begin with on premise, 1319 00:41:53,290 --> 00:41:55,580 as you currently have, they 1320 00:41:55,580 --> 00:41:56,740 really set you up nicely 1321 00:41:56,740 --> 00:41:58,820 for when you're ready to 1322 00:41:58,820 --> 00:42:03,750 make that move. Thanks Bobbi. 1323 00:42:03,750 --> 00:42:07,820 Look, we believe this technology 1324 00:42:07,940 --> 00:42:10,640 will ensure that customers who 1325 00:42:10,640 --> 00:42:12,250 invest, not just in Genesys 1326 00:42:12,250 --> 00:42:14,650 Engage and Microsoft, but also 1327 00:42:14,650 --> 00:42:17,280 gives them future choice and 1328 00:42:17,280 --> 00:42:18,870 flexibility in the way they 1329 00:42:18,870 --> 00:42:21,010 architect control and manage, at 1330 00:42:21,360 --> 00:42:22,660 the same time, continuing to 1331 00:42:22,660 --> 00:42:25,090 deliver that personalized experience. We're 1332 00:42:25,090 --> 00:42:28,700 really excited, one about our 1333 00:42:28,730 --> 00:42:30,590 partnership with Microsoft, but more 1334 00:42:30,590 --> 00:42:32,890 importantly, around how we're going 1335 00:42:32,890 --> 00:42:35,560 to really help customers deliver 1336 00:42:35,560 --> 00:42:40,270 that personalized experience. All right. 1337 00:42:40,270 --> 00:42:42,460 On that note, and actually, 1338 00:42:42,460 --> 00:42:43,100 I will just give a 1339 00:42:43,100 --> 00:42:43,970 quick shout out. I know 1340 00:42:43,970 --> 00:42:45,450 we've had some questions coming 1341 00:42:45,450 --> 00:42:47,410 in. Please feel free to 1342 00:42:47,560 --> 00:42:49,170 tap into the Q&A, and we'll 1343 00:42:49,170 --> 00:42:50,730 ask as we go, or 1344 00:42:50,730 --> 00:42:52,070 certainly we'll save some time 1345 00:42:52,070 --> 00:42:52,970 at the end to hit 1346 00:42:52,970 --> 00:42:55,340 those questions. With that, the 1347 00:42:55,370 --> 00:42:57,110 next topic that we're looking 1348 00:42:57,110 --> 00:42:58,270 to, Jeff, I know you 1349 00:42:58,270 --> 00:43:00,340 put together... we've all been 1350 00:43:00,340 --> 00:43:02,830 talking about the personalization and 1351 00:43:02,830 --> 00:43:04,400 the value of it. I 1352 00:43:04,400 --> 00:43:05,290 know you put together a 1353 00:43:05,290 --> 00:43:06,220 way for all of us 1354 00:43:06,220 --> 00:43:07,880 to actually see it in 1355 00:43:07,880 --> 00:43:10,020 an example. Yeah, no, thanks 1356 00:43:10,020 --> 00:43:12,520 Bobbi. Look, I'm really excited to 1357 00:43:12,750 --> 00:43:14,950 bring this to life. It's 1358 00:43:15,350 --> 00:43:16,140 great to be able to talk 1359 00:43:16,410 --> 00:43:17,600 about it, but it's great to see it come 1360 00:43:17,600 --> 00:43:18,860 to life. I'd like to 1361 00:43:19,570 --> 00:43:22,910 paint out a scenario. Imagine 1362 00:43:22,910 --> 00:43:24,000 being able to build a 1363 00:43:24,000 --> 00:43:26,520 personal concierge for every one 1364 00:43:26,520 --> 00:43:28,490 of your customers. Now, with 1365 00:43:28,490 --> 00:43:29,800 this, I'd like you to keep 1366 00:43:29,850 --> 00:43:32,210 in mind three things. Number 1367 00:43:32,210 --> 00:43:35,080 one, we are proactively engaging 1368 00:43:35,080 --> 00:43:36,440 with each customer at the 1369 00:43:36,440 --> 00:43:38,820 moment of truth. It's those 1370 00:43:38,820 --> 00:43:40,240 moments that really matter. That 1371 00:43:40,240 --> 00:43:42,270 moment we can create empathy 1372 00:43:42,270 --> 00:43:44,090 to show we really care 1373 00:43:44,090 --> 00:43:46,110 for our customers. The second 1374 00:43:46,110 --> 00:43:48,710 point is personalization, and that's 1375 00:43:48,710 --> 00:43:50,130 the ability to really personalize 1376 00:43:50,130 --> 00:43:51,900 the content for every single 1377 00:43:51,900 --> 00:43:54,460 customer. The last is that 1378 00:43:54,460 --> 00:43:56,060 contextual experience. That is the 1379 00:43:56,440 --> 00:43:59,460 ability to retain and maintain 1380 00:43:59,460 --> 00:44:01,120 the context, no matter what 1381 00:44:01,120 --> 00:44:02,770 the channel and no matter how long they've 1382 00:44:02,770 --> 00:44:04,060 been a customer or how 1383 00:44:04,060 --> 00:44:05,310 long they've been engaged in 1384 00:44:05,310 --> 00:44:07,510 that particular conversation. What I'd like to 1385 00:44:08,090 --> 00:44:10,130 do to start the story 1386 00:44:10,180 --> 00:44:14,050 is introduced Cara. Now, Kara is 1387 00:44:14,050 --> 00:44:15,800 a young professional thinking about 1388 00:44:15,800 --> 00:44:17,220 buying a home and she's 1389 00:44:17,220 --> 00:44:19,060 been a customer of Banco 1390 00:44:19,060 --> 00:44:20,200 D- Miro for some time. 1391 00:44:20,200 --> 00:44:20,970 She lives in a rented 1392 00:44:20,970 --> 00:44:23,440 apartment in Austin, and she 1393 00:44:23,440 --> 00:44:25,300 has this dream to own 1394 00:44:25,300 --> 00:44:27,650 a home. Now, one day 1395 00:44:27,650 --> 00:44:29,560 she receives a notification on 1396 00:44:29,560 --> 00:44:31,370 her app letting her about 1397 00:44:31,370 --> 00:44:33,240 the bank, and the bank 1398 00:44:33,240 --> 00:44:34,200 has some great offers for 1399 00:44:34,200 --> 00:44:35,420 anyone interested in a home 1400 00:44:35,420 --> 00:44:37,660 loan. She wants to learn 1401 00:44:37,660 --> 00:44:40,490 more and she logs in 1402 00:44:40,490 --> 00:44:42,090 using her username and password 1403 00:44:42,090 --> 00:44:44,160 on through the app. What 1404 00:44:44,160 --> 00:44:46,520 happens is she's advised that 1405 00:44:46,520 --> 00:44:47,620 she needs a series of 1406 00:44:47,720 --> 00:44:50,020 documents to complete the loan 1407 00:44:50,020 --> 00:44:53,340 application. She doesn't actually have 1408 00:44:53,340 --> 00:44:54,260 all days on a mobile 1409 00:44:54,260 --> 00:44:57,110 device. You can see here, 1410 00:44:57,170 --> 00:44:58,530 she's going through the process, 1411 00:44:59,040 --> 00:45:01,330 and it requests her for 1412 00:45:01,330 --> 00:45:02,440 all these documents, which would 1413 00:45:02,440 --> 00:45:03,640 be part of that loan 1414 00:45:03,640 --> 00:45:06,780 application. Now, Cara thinks, look, 1415 00:45:06,780 --> 00:45:07,580 I don't actually have all 1416 00:45:07,580 --> 00:45:09,220 my documents on my mobile 1417 00:45:09,220 --> 00:45:10,470 phone, what I'm going to 1418 00:45:10,470 --> 00:45:11,590 do, I'll come back later 1419 00:45:11,590 --> 00:45:12,300 when I can sit in 1420 00:45:12,340 --> 00:45:13,850 front of my computer, I've 1421 00:45:13,850 --> 00:45:14,540 got access to all my 1422 00:45:14,540 --> 00:45:17,720 documents, and I'll fill out 1423 00:45:17,720 --> 00:45:21,840 this mortgage application. Cara comes 1424 00:45:21,840 --> 00:45:23,960 back a little bit later 1425 00:45:24,030 --> 00:45:27,010 to the website, logs in, 1426 00:45:29,110 --> 00:45:31,170 and what happens is she's 1427 00:45:31,170 --> 00:45:34,670 surprised and delighted that when 1428 00:45:34,670 --> 00:45:35,520 she has logged in on 1429 00:45:35,520 --> 00:45:36,880 the web, the bank actually 1430 00:45:36,880 --> 00:45:39,790 has welcomed her back, but 1431 00:45:39,790 --> 00:45:41,940 more importantly, understands what she's 1432 00:45:41,940 --> 00:45:44,020 been doing, and even offers 1433 00:45:44,020 --> 00:45:45,330 to take her back to 1434 00:45:45,370 --> 00:45:47,620 where she left off, so 1435 00:45:47,870 --> 00:45:49,950 Cara begins the process of 1436 00:45:49,950 --> 00:45:51,920 filling out the information required. 1437 00:45:51,920 --> 00:45:57,130 Here's the request for the 1438 00:45:57,130 --> 00:46:01,040 documents. She's got the context, doesn't 1439 00:46:01,040 --> 00:46:01,990 need to repeat, doesn't need 1440 00:46:02,240 --> 00:46:04,830 to go looking, and starts 1441 00:46:04,830 --> 00:46:07,830 the process here. Now, in 1442 00:46:07,830 --> 00:46:08,900 the background here, you can 1443 00:46:08,900 --> 00:46:10,220 see we've got the process 1444 00:46:10,220 --> 00:46:12,700 starting, but also on the 1445 00:46:12,700 --> 00:46:13,790 right hand side, you can 1446 00:46:13,790 --> 00:46:16,360 start seeing Genesys predictive engagement 1447 00:46:16,360 --> 00:46:18,470 at work trying to understand 1448 00:46:18,470 --> 00:46:20,010 her experience within the journey. 1449 00:46:20,730 --> 00:46:21,840 Now, if you look at the right 1450 00:46:21,840 --> 00:46:23,720 hand side ingrained, this is 1451 00:46:23,720 --> 00:46:25,710 the active session, but what 1452 00:46:25,710 --> 00:46:27,760 you see below also is 1453 00:46:27,840 --> 00:46:28,860 the session early in the 1454 00:46:28,860 --> 00:46:29,980 day through the mobile app 1455 00:46:30,400 --> 00:46:32,120 and many other interactions previously 1456 00:46:32,120 --> 00:46:32,830 with the bank as well. 1457 00:46:32,860 --> 00:46:34,820 Now, this is about moving 1458 00:46:34,820 --> 00:46:37,610 to long, lived engagements across 1459 00:46:37,610 --> 00:46:39,980 multiple linked interaction channels to 1460 00:46:39,980 --> 00:46:41,900 really track the history of 1461 00:46:41,900 --> 00:46:43,390 that customer with the brand. 1462 00:46:45,110 --> 00:46:47,750 Now, as she continues to 1463 00:46:47,750 --> 00:46:48,850 move through the process on 1464 00:46:48,860 --> 00:46:50,150 the left there, she has 1465 00:46:50,150 --> 00:46:51,860 identified into a series of 1466 00:46:51,860 --> 00:46:55,200 segments. You can see she has been 1467 00:46:55,200 --> 00:46:58,220 identified as an existing customer, 1468 00:46:58,750 --> 00:46:59,500 as a customer with a 1469 00:46:59,500 --> 00:47:01,740 great credit score, and somebody 1470 00:47:01,740 --> 00:47:03,150 who is now a mortgage 1471 00:47:03,150 --> 00:47:06,590 prospect. This, in real time, 1472 00:47:06,760 --> 00:47:08,930 is assessing what segments she's 1473 00:47:08,930 --> 00:47:11,600 qualified for based on the 1474 00:47:11,600 --> 00:47:13,300 information that we know about Cara, 1475 00:47:13,300 --> 00:47:15,720 but more importantly also, what she's entering 1476 00:47:15,770 --> 00:47:18,940 at that time. We've identified 1477 00:47:18,940 --> 00:47:21,530 her, and as she's trying 1478 00:47:21,530 --> 00:47:22,960 to complete that loan application, 1479 00:47:22,960 --> 00:47:24,470 you can see that the 1480 00:47:24,480 --> 00:47:26,310 likelihood to a successful outcome 1481 00:47:26,310 --> 00:47:28,810 is continuing to improve. Now, 1482 00:47:28,950 --> 00:47:31,690 as this happens, the bank 1483 00:47:31,690 --> 00:47:33,770 continues to learn more. This 1484 00:47:33,770 --> 00:47:35,260 is going to be a continual part 1485 00:47:35,260 --> 00:47:37,900 of that approval process. Now, 1486 00:47:38,700 --> 00:47:39,720 here she comes to a 1487 00:47:39,720 --> 00:47:41,520 customer workflow, which can be 1488 00:47:41,520 --> 00:47:44,100 integrated into the Genesys platform. 1489 00:47:45,950 --> 00:47:46,980 The back office system here 1490 00:47:46,980 --> 00:47:48,430 is requesting a number of 1491 00:47:48,430 --> 00:47:50,960 files to be uploaded. Cara 1492 00:47:50,960 --> 00:47:53,810 starts uploading those documents and 1493 00:47:54,020 --> 00:47:57,860 submitting those. She comes to 1494 00:47:57,860 --> 00:47:59,990 the last one, and she 1495 00:47:59,990 --> 00:48:00,770 gets to the point where 1496 00:48:00,770 --> 00:48:01,920 she needs an employment letter. 1497 00:48:01,970 --> 00:48:03,090 Now, she actually doesn't have 1498 00:48:03,090 --> 00:48:05,060 it handy, but she knows 1499 00:48:05,060 --> 00:48:06,440 where to get it. What 1500 00:48:06,440 --> 00:48:08,000 Cara does, she actually goes 1501 00:48:08,000 --> 00:48:09,410 to another browser window to 1502 00:48:09,410 --> 00:48:12,320 log into her company HR 1503 00:48:12,320 --> 00:48:15,360 system. Now, at this time, 1504 00:48:16,340 --> 00:48:18,370 Genesys predictive engagement is starting 1505 00:48:18,380 --> 00:48:19,620 to recognize there's a break 1506 00:48:19,620 --> 00:48:21,760 in the workflow. What we want 1507 00:48:21,950 --> 00:48:22,820 to do is we want to make 1508 00:48:22,820 --> 00:48:24,360 sure we engage with Cara 1509 00:48:24,720 --> 00:48:26,540 at the right moment, and 1510 00:48:26,540 --> 00:48:28,560 more importantly, proactively serve a 1511 00:48:28,560 --> 00:48:30,530 chat to her to say 1512 00:48:30,530 --> 00:48:31,380 how we can help you. 1513 00:48:33,350 --> 00:48:34,530 We've recognized the break in 1514 00:48:34,530 --> 00:48:35,950 the workflow, we've sent a 1515 00:48:35,950 --> 00:48:38,710 pop up on the application 1516 00:48:38,710 --> 00:48:40,690 there, and it says, we 1517 00:48:40,690 --> 00:48:42,970 recognize something. What we're doing 1518 00:48:42,970 --> 00:48:44,100 is we're letting her know 1519 00:48:44,100 --> 00:48:45,410 that we're really one step 1520 00:48:45,410 --> 00:48:46,960 ahead and we're personalizing that 1521 00:48:46,960 --> 00:48:50,460 conversation with her. Now, so 1522 00:48:50,460 --> 00:48:54,650 Cara looks to engage because, 1523 00:48:54,650 --> 00:48:56,290 at this point, when she 1524 00:48:56,290 --> 00:48:58,740 answers, she expects that she's 1525 00:48:58,740 --> 00:48:59,460 going to have to re- 1526 00:48:59,460 --> 00:49:01,580 explain what's happening, and she's 1527 00:49:01,580 --> 00:49:03,900 extremely surprised when... she can 1528 00:49:03,900 --> 00:49:04,950 see there's a high level 1529 00:49:04,950 --> 00:49:08,130 of conversation intelligence, and that 1530 00:49:08,130 --> 00:49:09,940 we're really able to retain the context here. 1531 00:49:10,970 --> 00:49:12,630 As Cara continues to interact 1532 00:49:12,630 --> 00:49:14,400 with the bot, and you 1533 00:49:14,400 --> 00:49:15,620 can see the conversation on 1534 00:49:15,620 --> 00:49:17,010 the right there, she'll be 1535 00:49:17,010 --> 00:49:19,530 identified through the process that 1536 00:49:19,530 --> 00:49:20,740 she's a first time buyer. 1537 00:49:21,720 --> 00:49:24,600 Now, as a result, with 1538 00:49:24,600 --> 00:49:26,330 our predictive routing at work, 1539 00:49:26,630 --> 00:49:27,500 what we can do is 1540 00:49:27,500 --> 00:49:29,370 we can make sure that 1541 00:49:29,750 --> 00:49:32,870 we can connect Cara with 1542 00:49:32,870 --> 00:49:34,490 the best agent that has 1543 00:49:34,490 --> 00:49:36,490 the best skills to help 1544 00:49:36,490 --> 00:49:38,410 her, and more importantly, to 1545 00:49:38,410 --> 00:49:39,360 help her as a first 1546 00:49:39,360 --> 00:49:42,420 time loan applicant. Now we're 1547 00:49:42,420 --> 00:49:44,910 looking at the agent desktop. 1548 00:49:45,400 --> 00:49:46,480 What we can see here, 1549 00:49:46,510 --> 00:49:48,020 now, this is the first time 1550 00:49:48,320 --> 00:49:50,440 we've brought a live human 1551 00:49:50,440 --> 00:49:53,410 agent into the conversation and the process. Now 1552 00:49:53,830 --> 00:49:55,230 we've routed this conversation to 1553 00:49:55,230 --> 00:49:57,010 James, and you can see, here's 1554 00:49:57,440 --> 00:49:58,920 a simplification of the agent 1555 00:49:58,920 --> 00:50:00,370 desktop, and on the top 1556 00:50:00,370 --> 00:50:01,350 of the screen, we've actually 1557 00:50:01,350 --> 00:50:02,260 made it a lot easier 1558 00:50:02,260 --> 00:50:03,900 for James, the agent, to 1559 00:50:03,900 --> 00:50:06,660 see all the information about 1560 00:50:06,660 --> 00:50:08,130 who the customer is, how 1561 00:50:08,130 --> 00:50:09,520 long she has been a customer and 1562 00:50:09,520 --> 00:50:10,530 what she's trying to do, 1563 00:50:10,740 --> 00:50:11,990 and all the different segments 1564 00:50:11,990 --> 00:50:13,790 that she's qualified into. James 1565 00:50:13,790 --> 00:50:14,770 can also see the full 1566 00:50:14,770 --> 00:50:18,570 transcription of that conversation between 1567 00:50:18,570 --> 00:50:20,210 Cara and the bot and 1568 00:50:20,210 --> 00:50:21,730 her entire experience in this 1569 00:50:21,730 --> 00:50:25,900 journey. Now, James also continues 1570 00:50:25,900 --> 00:50:27,610 to interact with Cara, but 1571 00:50:27,690 --> 00:50:29,630 our transcription services is helping 1572 00:50:29,630 --> 00:50:32,430 James. To make sure that 1573 00:50:32,430 --> 00:50:34,230 he's understanding and being able 1574 00:50:34,230 --> 00:50:36,060 to really answer with the 1575 00:50:36,060 --> 00:50:38,180 right set of answer to 1576 00:50:38,180 --> 00:50:40,580 her questions, even more, you 1577 00:50:40,580 --> 00:50:41,990 can see, on the right 1578 00:50:41,990 --> 00:50:43,540 hand side here, that we're 1579 00:50:43,540 --> 00:50:45,690 actually going to personalize the 1580 00:50:45,690 --> 00:50:47,710 answers that James can give 1581 00:50:47,710 --> 00:50:49,160 Cara that are specific to 1582 00:50:49,160 --> 00:50:51,510 her in this situation. Now, 1583 00:50:51,510 --> 00:50:53,050 James can give Cara answers 1584 00:50:53,050 --> 00:50:56,600 that will be specific. He'll 1585 00:50:56,600 --> 00:50:58,050 know how long she's been 1586 00:50:58,050 --> 00:50:59,900 a customer, and based on 1587 00:50:59,900 --> 00:51:02,050 that, he can see that 1588 00:51:02,120 --> 00:51:04,320 she has qualified for what 1589 00:51:04,320 --> 00:51:05,800 we call the customer loyalty 1590 00:51:05,800 --> 00:51:07,100 plus program, and that gives 1591 00:51:07,100 --> 00:51:08,540 her an even higher discount. 1592 00:51:08,970 --> 00:51:09,930 So as I continue this 1593 00:51:09,930 --> 00:51:13,480 interaction, what's really happening is 1594 00:51:13,550 --> 00:51:15,010 we're getting one step closer 1595 00:51:15,200 --> 00:51:16,530 to bring Cara to her home 1596 00:51:17,470 --> 00:51:20,720 dream of ownership, and obviously, 1597 00:51:21,130 --> 00:51:23,040 she's been approved. Now, what 1598 00:51:23,360 --> 00:51:24,940 Genesys and Microsoft are doing here 1599 00:51:24,940 --> 00:51:28,300 is really creating those opportunities 1600 00:51:28,300 --> 00:51:29,620 to connect with the brand, 1601 00:51:30,570 --> 00:51:32,510 with the customer. It's all 1602 00:51:32,510 --> 00:51:33,890 about those connections, making sure 1603 00:51:33,890 --> 00:51:35,510 we're being proactive in the 1604 00:51:35,510 --> 00:51:37,010 right moment, the moment of 1605 00:51:37,010 --> 00:51:39,180 truth, and the moment that 1606 00:51:39,180 --> 00:51:40,250 we can take some action, 1607 00:51:40,250 --> 00:51:42,170 and the moment where agents are going to be able to 1608 00:51:42,170 --> 00:51:43,760 show empathy that builds that 1609 00:51:43,760 --> 00:51:46,530 loyalty. We're personalizing the content to something 1610 00:51:47,070 --> 00:51:48,130 that feels like you're talking 1611 00:51:48,130 --> 00:51:49,070 to me as the customer, 1612 00:51:50,120 --> 00:51:51,100 something about me as a 1613 00:51:51,100 --> 00:51:52,460 customer, and more importantly, we're 1614 00:51:52,460 --> 00:51:54,540 retaining that context no matter 1615 00:51:54,550 --> 00:51:56,400 what digital channel or how 1616 00:51:56,400 --> 00:51:57,770 you've interacted over what period 1617 00:51:57,770 --> 00:51:59,590 of time. This is really 1618 00:52:00,090 --> 00:52:01,670 what personalization is about and 1619 00:52:01,670 --> 00:52:03,350 bringing experience as a service 1620 00:52:03,350 --> 00:52:08,400 to life. With that, I know we have just a few 1621 00:52:08,400 --> 00:52:09,700 moments left, so I want to I save just 1622 00:52:09,700 --> 00:52:11,340 a few minutes for questions. 1623 00:52:11,880 --> 00:52:12,880 Jeff, David, if you wouldn't 1624 00:52:12,880 --> 00:52:15,410 mind just rounding out the 1625 00:52:15,410 --> 00:52:16,820 remainder of the information on 1626 00:52:16,820 --> 00:52:20,570 our strategic alliance. Sure. I'll 1627 00:52:21,470 --> 00:52:23,370 I'll do a quick overview. 1628 00:52:23,430 --> 00:52:25,430 Look, we're real excited about 1629 00:52:25,830 --> 00:52:27,880 our partnership with Microsoft. We've 1630 00:52:27,880 --> 00:52:29,020 been working with Microsoft for 1631 00:52:29,020 --> 00:52:31,130 many years, but this partnership 1632 00:52:31,210 --> 00:52:32,040 is taking it to a 1633 00:52:32,040 --> 00:52:33,810 whole new level. What we're 1634 00:52:33,810 --> 00:52:36,800 doing is we are integrating 1635 00:52:37,580 --> 00:52:40,080 Genesys Engage on Azure. There's 1636 00:52:40,080 --> 00:52:41,350 been some questions, we're looking 1637 00:52:41,350 --> 00:52:44,050 to deliver, for early adopters, 1638 00:52:44,050 --> 00:52:45,560 Genesys Engage on Azure in 1639 00:52:45,560 --> 00:52:46,900 Q3 this year, and we're 1640 00:52:46,900 --> 00:52:48,320 really keen to start those 1641 00:52:48,320 --> 00:52:50,390 conversations with customers. At the same 1642 00:52:50,390 --> 00:52:53,060 time, we're integrating Microsoft teams 1643 00:52:53,220 --> 00:52:54,920 with Genesys Engage and Genesys 1644 00:52:54,920 --> 00:52:56,900 Cloud. We'll have Microsoft teams 1645 00:52:56,900 --> 00:52:58,650 on Genesys cloud available next 1646 00:52:58,650 --> 00:53:02,120 quarter in Q2. Also, native 1647 00:53:02,120 --> 00:53:04,290 integration with Microsoft dynamics. It's 1648 00:53:04,290 --> 00:53:06,330 available today with Genesys Engage 1649 00:53:06,600 --> 00:53:08,700 and available with Genesys Cloud as 1650 00:53:08,700 --> 00:53:12,000 well. But what's really exciting 1651 00:53:12,000 --> 00:53:13,250 is how we bring our 1652 00:53:13,250 --> 00:53:15,610 technology and innovate together. By 1653 00:53:15,610 --> 00:53:18,320 bringing our Genesys AI platform 1654 00:53:18,320 --> 00:53:20,440 and orchestration services to deliver 1655 00:53:20,440 --> 00:53:21,800 those personal experiences, you've just 1656 00:53:21,800 --> 00:53:23,540 seen, we're working with Microsoft 1657 00:53:23,540 --> 00:53:25,200 to bring their Microsoft cognitive 1658 00:53:25,200 --> 00:53:27,610 services, to help power these 1659 00:53:27,910 --> 00:53:29,730 experience and really drive these 1660 00:53:29,730 --> 00:53:32,690 insights and actions to apply these 1661 00:53:32,690 --> 00:53:34,310 experiences. This is just the 1662 00:53:34,310 --> 00:53:36,320 start of the innovation with Microsoft 1663 00:53:36,320 --> 00:53:38,320 and Genesys, but we're also 1664 00:53:38,320 --> 00:53:40,010 going to be going to 1665 00:53:40,010 --> 00:53:41,870 market together and talking to 1666 00:53:41,870 --> 00:53:44,930 customers together. David. Yeah. What I 1667 00:53:45,310 --> 00:53:46,780 would say on that, and I 1668 00:53:46,780 --> 00:53:47,410 know there's been a lot 1669 00:53:47,410 --> 00:53:48,770 of questions in the QA panel of 1670 00:53:48,770 --> 00:53:50,570 why Microsoft and what's the advantages of 1671 00:53:50,570 --> 00:53:51,880 Azure. Beyond the fact that we 1672 00:53:52,130 --> 00:53:53,950 just talked about security scale, 1673 00:53:54,210 --> 00:53:58,450 global presence, historical enterprise relationships, 1674 00:53:59,240 --> 00:54:00,320 the work we're building in 1675 00:54:00,320 --> 00:54:03,360 this hybrid environment is really 1676 00:54:03,360 --> 00:54:04,900 important to think about this 1677 00:54:04,900 --> 00:54:07,930 connected identity, unified identity platform 1678 00:54:07,930 --> 00:54:10,250 between Genesys and Microsoft services 1679 00:54:10,330 --> 00:54:11,460 in a cloud environment, as 1680 00:54:11,460 --> 00:54:13,910 well as on premises. The 1681 00:54:14,090 --> 00:54:16,320 AI capabilities and cognitive services 1682 00:54:16,320 --> 00:54:17,410 within Azure, that we're now 1683 00:54:17,410 --> 00:54:18,640 serving up as a first 1684 00:54:18,640 --> 00:54:20,850 party service into Genesys is 1685 00:54:20,850 --> 00:54:22,820 an exceptional user scenario so 1686 00:54:22,820 --> 00:54:23,900 that you can get more 1687 00:54:23,900 --> 00:54:26,050 insights by just leveraging Genesys 1688 00:54:26,280 --> 00:54:27,230 than you've ever gotten in 1689 00:54:27,230 --> 00:54:29,180 the past. Then obviously this 1690 00:54:29,180 --> 00:54:31,650 database integration and workflow tools 1691 00:54:31,650 --> 00:54:32,650 that we can enable with 1692 00:54:32,650 --> 00:54:34,010 Azure directly in the Genesys 1693 00:54:34,010 --> 00:54:37,030 platform adds that advantage. I 1694 00:54:37,030 --> 00:54:37,810 see a lot of questions 1695 00:54:37,810 --> 00:54:39,160 in the panel about why 1696 00:54:39,560 --> 00:54:41,110 Azure versus some other public 1697 00:54:41,110 --> 00:54:42,510 cloud provider. It's all the 1698 00:54:42,510 --> 00:54:43,870 reasons why all of our customers 1699 00:54:43,870 --> 00:54:45,470 are adopting Azure. It's security, 1700 00:54:45,470 --> 00:54:47,950 it's extendability, it's hybrid it's 1701 00:54:47,950 --> 00:54:50,130 parse, it's AI analytics, it's 1702 00:54:50,130 --> 00:54:51,560 cognitive services that we can 1703 00:54:51,560 --> 00:54:52,800 offer up as first party. 1704 00:54:53,580 --> 00:54:54,580 Furthermore, we're going to continue 1705 00:54:54,700 --> 00:54:55,930 to innovate. There's a reason 1706 00:54:55,930 --> 00:54:56,820 why we hold the number 1707 00:54:56,820 --> 00:54:58,530 one patent requests every year, 1708 00:54:58,790 --> 00:54:59,840 is we continue to build 1709 00:54:59,840 --> 00:55:00,910 new and new services. By 1710 00:55:00,910 --> 00:55:02,870 building this containerized approach for 1711 00:55:02,870 --> 00:55:04,760 Genesys on top of Azure, 1712 00:55:04,950 --> 00:55:06,360 we can actually drive those 1713 00:55:06,360 --> 00:55:08,240 innovations directly into products like 1714 00:55:08,240 --> 00:55:10,550 Genesys to actually extend their 1715 00:55:10,550 --> 00:55:12,440 capabilities in a much more 1716 00:55:12,440 --> 00:55:15,510 efficient and faster format. Yeah. 1717 00:55:15,510 --> 00:55:16,680 I know one of the 1718 00:55:16,680 --> 00:55:18,020 questions here that I'm looking 1719 00:55:18,020 --> 00:55:19,850 at is, I think it's relevant to 1720 00:55:19,850 --> 00:55:21,280 this slide is, what is 1721 00:55:21,280 --> 00:55:24,470 the competitive advantage that, as 1722 00:55:24,470 --> 00:55:26,560 a customer, will gain by 1723 00:55:27,470 --> 00:55:28,720 working on both of these? 1724 00:55:28,830 --> 00:55:29,640 I know we had talked 1725 00:55:29,640 --> 00:55:31,150 before about that question specifically, 1726 00:55:31,770 --> 00:55:32,810 and one of the things 1727 00:55:32,810 --> 00:55:34,310 top of mind is we 1728 00:55:34,310 --> 00:55:36,300 know many customers are already 1729 00:55:36,300 --> 00:55:39,010 Microsoft. They're already using those technologies. 1730 00:55:39,010 --> 00:55:40,360 They're using Genesys of course, 1731 00:55:40,360 --> 00:55:42,650 being on this webinar. Just 1732 00:55:42,650 --> 00:55:44,030 the benefit of being able 1733 00:55:44,030 --> 00:55:45,920 to have our focus on 1734 00:55:45,920 --> 00:55:47,930 the integrations and bringing the 1735 00:55:47,930 --> 00:55:49,490 products to them to market 1736 00:55:49,960 --> 00:55:52,610 together. Yeah, absolutely. Also, again, 1737 00:55:52,610 --> 00:55:53,410 I think there's something to be 1738 00:55:53,410 --> 00:55:54,600 said about the hybrid environment, 1739 00:55:54,740 --> 00:55:56,110 the hybrid capabilities. There are 1740 00:55:56,110 --> 00:55:56,930 always going to be on 1741 00:55:56,930 --> 00:55:58,450 premise applications, and we're really 1742 00:55:58,450 --> 00:56:00,270 the only company that manages 1743 00:56:00,270 --> 00:56:03,020 security policy identity across the 1744 00:56:03,020 --> 00:56:04,470 on premises and the cloud 1745 00:56:05,040 --> 00:56:08,340 infrastructure, is correct. Yeah, there's 1746 00:56:08,340 --> 00:56:09,650 lots of opportunities. There's also, 1747 00:56:09,650 --> 00:56:11,030 one thing to know, we call 1748 00:56:11,030 --> 00:56:12,070 this go- to- market and 1749 00:56:12,070 --> 00:56:13,330 co- sell, which might be 1750 00:56:13,330 --> 00:56:15,080 foreign terms to customers who are like, what does that 1751 00:56:15,080 --> 00:56:16,840 mean? Our sellers are now 1752 00:56:16,940 --> 00:56:17,580 going to be out there 1753 00:56:17,580 --> 00:56:20,060 selling Genesys to their customers 1754 00:56:20,060 --> 00:56:21,840 as well. We compensate our 1755 00:56:21,840 --> 00:56:23,360 sellers for packaging up and 1756 00:56:23,360 --> 00:56:26,300 selling our prioritized ISV solutions 1757 00:56:26,300 --> 00:56:28,780 to their accounts. Obviously, it's 1758 00:56:28,780 --> 00:56:29,370 a little bit of self- 1759 00:56:29,370 --> 00:56:30,810 serving because it pulls through 1760 00:56:30,810 --> 00:56:32,080 Azure, and so we obviously 1761 00:56:32,080 --> 00:56:34,370 get revenue and customers that 1762 00:56:34,370 --> 00:56:35,510 way, but it's really about 1763 00:56:35,510 --> 00:56:37,820 having that integrated, cohesive experience 1764 00:56:37,820 --> 00:56:39,240 for our customers across different 1765 00:56:39,240 --> 00:56:40,740 products that they use. We 1766 00:56:40,740 --> 00:56:42,370 know Genesys is an industry leader 1767 00:56:42,380 --> 00:56:45,070 in customer relationship management. We 1768 00:56:45,070 --> 00:56:45,790 know there's a bunch of 1769 00:56:45,790 --> 00:56:47,530 customers that have Genesys already, so 1770 00:56:47,530 --> 00:56:49,480 how do we connect the fact that they have Microsoft 1771 00:56:49,480 --> 00:56:51,220 and Genesys into a cohesive, 1772 00:56:51,830 --> 00:56:53,680 integrated platform? We're going to 1773 00:56:53,680 --> 00:56:54,500 be able to enable that 1774 00:56:54,500 --> 00:56:55,990 a lot better and both 1775 00:56:55,990 --> 00:56:57,670 of our companies will experience an uplift 1776 00:56:57,670 --> 00:56:59,620 in customer satisfaction and revenue 1777 00:56:59,720 --> 00:57:02,070 as a result. Jeff, I 1778 00:57:02,070 --> 00:57:03,330 know you already gave the 1779 00:57:03,330 --> 00:57:05,780 pitch for our next slide 1780 00:57:05,780 --> 00:57:07,410 is registering to be an 1781 00:57:07,410 --> 00:57:09,360 early adopter for the Genesys 1782 00:57:09,360 --> 00:57:10,860 Engage on Azure again, third 1783 00:57:10,860 --> 00:57:12,030 quarter. I didn't know if 1784 00:57:12,030 --> 00:57:13,240 there was any other highlight 1785 00:57:13,240 --> 00:57:14,010 you wanted to give on 1786 00:57:14,010 --> 00:57:17,200 that. Yeah. Look, like I 1787 00:57:17,200 --> 00:57:19,970 said, we're going to be delivering Genesys 1788 00:57:19,970 --> 00:57:22,840 Engage on Azure, fully containerized 1789 00:57:22,840 --> 00:57:24,780 technology, and that will then 1790 00:57:24,780 --> 00:57:26,900 pave the way for other 1791 00:57:26,900 --> 00:57:29,400 hybrid models and on premise 1792 00:57:29,400 --> 00:57:30,380 models where you'll be able 1793 00:57:30,380 --> 00:57:33,060 to take advantage of Microsoft 1794 00:57:33,060 --> 00:57:36,290 Azure, Genesys Engage and in 1795 00:57:36,290 --> 00:57:37,940 an architecture that you choose 1796 00:57:37,940 --> 00:57:38,640 that's going to suit your 1797 00:57:38,640 --> 00:57:41,540 business. Then, knowing that natively, 1798 00:57:42,000 --> 00:57:43,130 you can bring the best 1799 00:57:43,130 --> 00:57:44,660 of Microsoft and Genesys together with 1800 00:57:44,660 --> 00:57:46,890 Microsoft teams, Microsoft dynamics, and 1801 00:57:46,890 --> 00:57:47,900 how we're going to stitch 1802 00:57:48,940 --> 00:57:51,440 and power and fuel data 1803 00:57:51,520 --> 00:57:53,900 into our AI engines to 1804 00:57:53,900 --> 00:57:55,470 drive these types of experiences. 1805 00:57:56,880 --> 00:57:58,410 Excellent. On that note, I 1806 00:57:58,410 --> 00:57:59,320 know we are just about out of 1807 00:57:59,650 --> 00:58:01,090 time. There's one question that 1808 00:58:01,090 --> 00:58:02,220 pops up here, and certainly 1809 00:58:02,220 --> 00:58:02,940 if we did not get 1810 00:58:02,940 --> 00:58:03,570 to it, I think we've 1811 00:58:03,570 --> 00:58:04,640 answered most of the others. 1812 00:58:05,730 --> 00:58:08,610 question. Having a complete Genesys 1813 00:58:08,610 --> 00:58:10,640 solution can be good, but 1814 00:58:10,640 --> 00:58:11,300 can you have a different 1815 00:58:11,300 --> 00:58:12,410 piece of the solution, for 1816 00:58:12,440 --> 00:58:14,520 example, a different workforce management 1817 00:58:14,520 --> 00:58:16,070 or recording solutions? I'll jump 1818 00:58:16,070 --> 00:58:17,050 in real quick and say, 1819 00:58:17,200 --> 00:58:19,900 so absolutely it is, as 1820 00:58:19,900 --> 00:58:20,900 David had said, one of 1821 00:58:20,900 --> 00:58:22,260 the huge benefits is the 1822 00:58:22,260 --> 00:58:23,910 all in one approach, but 1823 00:58:23,910 --> 00:58:24,690 if there was something like 1824 00:58:24,690 --> 00:58:25,790 a variant they're using for 1825 00:58:25,790 --> 00:58:27,290 workforce management, by all means, 1826 00:58:27,290 --> 00:58:30,380 we have numerous customers who 1827 00:58:30,710 --> 00:58:31,890 tie in those different types 1828 00:58:31,890 --> 00:58:35,740 of technologies. So. Go ahead, 1829 00:58:37,070 --> 00:58:38,060 Jeff. that's mostly part of 1830 00:58:38,610 --> 00:58:39,370 what we talked about at the 1831 00:58:39,370 --> 00:58:39,970 top of the hour, the extensibility 1832 00:58:40,610 --> 00:58:42,290 of cloud platforms, teams, dynamics, 1833 00:58:42,290 --> 00:58:43,660 integration. You can use different 1834 00:58:43,660 --> 00:58:45,830 platforms, but still maintain a 1835 00:58:45,830 --> 00:58:47,490 customer environment by leveraging the 1836 00:58:47,490 --> 00:58:48,450 power of a public cloud, 1837 00:58:48,470 --> 00:58:51,100 so completely correct, Bobbi. Awesome. 1838 00:58:51,460 --> 00:58:54,040 On that note, David, Jeff, 1839 00:58:54,040 --> 00:58:55,390 thank you. This hour, for 1840 00:58:55,390 --> 00:58:57,190 me, at least it's absolutely 1841 00:58:57,190 --> 00:58:59,140 flew. I really appreciate it. 1842 00:58:59,380 --> 00:59:00,390 Josh, back to you to 1843 00:59:00,610 --> 00:59:03,010 close this out. Thank you. Perfect. 1844 00:59:03,360 --> 00:59:06,160 much, Bobbi. Like she said, 1845 00:59:06,160 --> 00:59:06,750 I know that there were 1846 00:59:06,750 --> 00:59:07,660 quite a few questions that 1847 00:59:07,660 --> 00:59:08,620 we didn't get to. Don't 1848 00:59:08,620 --> 00:59:09,800 fret though. We will follow 1849 00:59:09,800 --> 00:59:10,760 up with you via email 1850 00:59:10,760 --> 00:59:11,970 within the next few business 1851 00:59:11,970 --> 00:59:13,360 days, and also feel free 1852 00:59:13,360 --> 00:59:15,440 to email us at 1853 00:59:15,440 --> 00:59:17,040 genesys. com, no caps or 1854 00:59:17,040 --> 00:59:18,230 spaces with the title of 1855 00:59:18,230 --> 00:59:19,390 the webcast in the subject 1856 00:59:19,390 --> 00:59:20,390 line, and we'll make sure 1857 00:59:20,390 --> 00:59:21,120 to follow up with you 1858 00:59:21,120 --> 00:59:22,350 as promptly as we can. 1859 00:59:24,020 --> 00:59:25,090 To wrap up, don't forget 1860 00:59:25,090 --> 00:59:26,590 to take advantage of the 1861 00:59:26,590 --> 00:59:28,520 link that Jeff had referenced 1862 00:59:28,520 --> 00:59:29,620 earlier, that is in the 1863 00:59:29,620 --> 00:59:30,910 resource list below the Q& 1864 00:59:31,010 --> 00:59:31,810 A window. Make sure you 1865 00:59:31,810 --> 00:59:33,350 click on that before today's 1866 00:59:33,350 --> 00:59:35,630 session ends. Also, be on 1867 00:59:35,630 --> 00:59:36,420 the lookout for the on- 1868 00:59:36,420 --> 00:59:38,230 demand recording from ON24. You'll 1869 00:59:38,230 --> 00:59:39,030 be getting that within the 1870 00:59:39,030 --> 00:59:41,210 next few business days. With 1871 00:59:41,210 --> 00:59:42,020 all that being said, on 1872 00:59:42,020 --> 00:59:43,610 behalf of Bobbi David, Jeff, 1873 00:59:43,610 --> 00:59:44,900 and the entire Genesys team, 1874 00:59:44,900 --> 00:59:45,710 we thank you again for 1875 00:59:45,710 --> 00:59:48,540 joining today's webcast. Genesys Engage 1876 00:59:48,650 --> 00:59:50,640 plus Microsoft Azure, transform your 1877 00:59:50,640 --> 00:59:52,560 customer experience in the cloud. Until 1878 00:59:52,560 --> 00:59:53,840 next time, have a good 1879 00:59:53,840 --> 00:59:54,120 one, everyone. [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kq2sQAA"] Meet the Speakers David Totten Chief Technology Officer, US Partner Ecosystem Microsoft Jeff Wise VP Strategic Alliances Genesys Analyst Webinar Megatrends shaping customer service in 2020 Feat. Guest speaker, Kate Leggett from Forrester Research [cutoff co_thick="2px"]The future of customer service starts with making your call center more human. It's about understanding your customers and their specific problems. To do this, you need to give agents the right training and modern tools to provide a complete picture of your customers. Then, agents can make decisions and solve problems quickly. Get a glimpse of the future. Join guest speaker, Kate Leggett from Forrester Research and Joe Ciuffo from Genesys as they discuss megatrends that are redefining contact center protocols in 2020. In this on-demand webinar, you’ll discover: How artificial intelligence (AI) is driving change in the contact center The evolution of customer-agent interactions How technology affects workforce management [cutoff co_thick="2px"]1 00:00:04,800 --> 00:00:06,930 Good morning, evening and afternoon 2 00:00:06,930 --> 00:00:08,490 everyone. My name is Josh 3 00:00:08,490 --> 00:00:09,300 Reed and I'm from the 4 00:00:09,300 --> 00:00:10,460 digital events team here at 5 00:00:10,460 --> 00:00:11,310 Genesys, and I'll be the 6 00:00:11,310 --> 00:00:13,540 moderator for today's webcast. And 7 00:00:13,540 --> 00:00:14,390 let me be the first 8 00:00:14,390 --> 00:00:15,500 to welcome you and say 9 00:00:15,500 --> 00:00:16,540 thank you for joining to 10 00:00:16,540 --> 00:00:18,720 this webcast Mega Trends Shaping 11 00:00:18,720 --> 00:00:21,920 Customer Service in 2020. Before 12 00:00:21,920 --> 00:00:23,390 we get started, as usual, 13 00:00:23,390 --> 00:00:24,620 we have a few housekeeping 14 00:00:24,620 --> 00:00:25,720 items to go through before 15 00:00:25,720 --> 00:00:27,100 we get started. First off, 16 00:00:27,280 --> 00:00:29,100 if you experience any issues 17 00:00:29,180 --> 00:00:30,490 viewing or listening to today's 18 00:00:30,490 --> 00:00:32,510 presentation, refresh your browser and 19 00:00:32,510 --> 00:00:33,210 make sure that it's up 20 00:00:33,210 --> 00:00:34,540 to date to support HTML 21 00:00:34,540 --> 00:00:36,010 5 as this usually fixes 22 00:00:36,010 --> 00:00:37,170 any console issues you may 23 00:00:37,170 --> 00:00:39,360 experience. Also it my help 24 00:00:39,360 --> 00:00:40,470 to switch over to Chrome 25 00:00:40,470 --> 00:00:41,680 or Firefox as well are 26 00:00:41,960 --> 00:00:42,810 as these are the best 27 00:00:42,810 --> 00:00:44,410 browsers to support the webcast 28 00:00:44,410 --> 00:00:46,290 platform. And if you're having 29 00:00:46,290 --> 00:00:47,770 trouble seeing the slides or 30 00:00:47,770 --> 00:00:49,470 the webcams today, you're welcome 31 00:00:49,470 --> 00:00:51,040 to enlarge those by dragging 32 00:00:51,040 --> 00:00:51,950 the bottom right corner of 33 00:00:51,970 --> 00:00:55,070 each window. Also, note this 34 00:00:55,070 --> 00:00:55,890 is designed to be an 35 00:00:55,890 --> 00:00:57,450 interactive experience between you and 36 00:00:57,450 --> 00:00:58,900 our two presenters today. So 37 00:00:58,900 --> 00:00:59,850 at any time during the 38 00:00:59,850 --> 00:01:01,370 webcast, feel free to throw 39 00:01:01,370 --> 00:01:02,680 questions into the Q& A 40 00:01:02,680 --> 00:01:03,330 window in the middle of 41 00:01:03,330 --> 00:01:04,540 your screen and we'll answer 42 00:01:04,540 --> 00:01:05,420 as many as we can 43 00:01:05,420 --> 00:01:06,180 with the time that we 44 00:01:06,180 --> 00:01:07,120 have at the end of 45 00:01:07,120 --> 00:01:09,330 the presentation. However, don't fret 46 00:01:09,330 --> 00:01:10,470 if we do run out 47 00:01:10,470 --> 00:01:11,190 of time and we don't 48 00:01:11,190 --> 00:01:12,750 answer your question aloud, we 49 00:01:12,750 --> 00:01:13,630 will follow up with you 50 00:01:13,630 --> 00:01:14,930 via email within the next 51 00:01:14,930 --> 00:01:17,390 few business days. And to 52 00:01:17,390 --> 00:01:18,870 note that if something happens 53 00:01:18,870 --> 00:01:19,860 during the webinar and you 54 00:01:19,860 --> 00:01:21,540 miss something, don't worry, you 55 00:01:21,540 --> 00:01:22,860 will receive the on demand 56 00:01:22,860 --> 00:01:24,870 recording via email from ON24 57 00:01:24,870 --> 00:01:25,990 within the next few business. 58 00:01:27,840 --> 00:01:29,130 And also at any time 59 00:01:29,130 --> 00:01:30,250 during the webcast, feel free 60 00:01:30,250 --> 00:01:31,440 to check out the resources 61 00:01:31,440 --> 00:01:32,980 below the Q& A window. Clicking 62 00:01:32,980 --> 00:01:33,950 won't take you away, so 63 00:01:33,950 --> 00:01:34,870 don't worry about that. It'll 64 00:01:34,870 --> 00:01:35,580 open up in a new 65 00:01:35,580 --> 00:01:36,920 tab in your browser and 66 00:01:36,920 --> 00:01:38,370 that'll help expand on today's 67 00:01:38,370 --> 00:01:41,500 topic of mega trends. See, 68 00:01:41,620 --> 00:01:42,570 told you short and sweet. 69 00:01:43,500 --> 00:01:45,370 So today we have two 70 00:01:45,370 --> 00:01:47,400 excellent presenters, excited to give you a 71 00:01:47,400 --> 00:01:48,850 glimpse of the future and 72 00:01:48,850 --> 00:01:49,990 discuss mega trends that are 73 00:01:49,990 --> 00:01:52,010 redefining contact center protocols in 74 00:01:52,010 --> 00:01:53,810 2020. So with that being 75 00:01:53,810 --> 00:01:54,640 said, I'm going to hand 76 00:01:54,640 --> 00:01:55,550 things off to one of 77 00:01:55,550 --> 00:01:56,740 our speakers of the hour, 78 00:01:56,880 --> 00:01:58,890 Joe Ciuffo product marketing director 79 00:01:58,890 --> 00:02:00,460 here at Genesys. Joe, the 80 00:02:00,460 --> 00:02:02,500 floor is yours. Thanks Josh. 81 00:02:02,500 --> 00:02:03,590 And hi everyone. Thank you 82 00:02:03,590 --> 00:02:04,540 so much for joining us 83 00:02:04,540 --> 00:02:06,730 today. As mentioned, and for 84 00:02:06,730 --> 00:02:07,570 the first time my name 85 00:02:07,570 --> 00:02:08,370 is spelled right. But I'm 86 00:02:08,370 --> 00:02:10,760 Joe Ciuffo and I'm a product marketing director 87 00:02:10,760 --> 00:02:12,040 here at Genesys. So my 88 00:02:12,040 --> 00:02:14,420 current position is I focus 89 00:02:14,420 --> 00:02:15,920 on artificial intelligence, which right 90 00:02:15,920 --> 00:02:17,630 now surfaces up through chat 91 00:02:17,630 --> 00:02:19,300 bots, using bots on a 92 00:02:19,300 --> 00:02:21,650 voice channel and using predictive 93 00:02:21,650 --> 00:02:23,810 technologies to identify when to 94 00:02:23,810 --> 00:02:25,550 engage with customers and really 95 00:02:25,530 --> 00:02:26,950 find the right time. But 96 00:02:26,950 --> 00:02:27,640 I always like to point 97 00:02:27,640 --> 00:02:29,410 out that I started here as a support 98 00:02:29,540 --> 00:02:30,980 engineer. So near and dear 99 00:02:30,980 --> 00:02:32,420 to my heart is knowing how to 100 00:02:32,420 --> 00:02:33,480 help people and knowing how 101 00:02:33,480 --> 00:02:35,210 to use these technologies to 102 00:02:35,210 --> 00:02:36,480 actually help the agents that 103 00:02:36,480 --> 00:02:37,430 are using it day in 104 00:02:37,430 --> 00:02:38,010 and day out. So with 105 00:02:39,080 --> 00:02:40,330 that, I'll stop blabbing for 106 00:02:40,330 --> 00:02:41,590 a moment. And Kate, would 107 00:02:41,590 --> 00:02:42,600 you mind introducing yourself to 108 00:02:42,600 --> 00:02:44,310 everyone as well? No, no 109 00:02:44,640 --> 00:02:46,680 problem. Hi there. I'm Kate 110 00:02:46,830 --> 00:02:48,440 Leggett, I'm a VP and 111 00:02:48,440 --> 00:02:52,030 principal analyst here at Forrester Research 112 00:02:52,230 --> 00:02:55,210 and I focus on all 113 00:02:55,210 --> 00:02:58,070 things customer service and customer 114 00:02:58,070 --> 00:03:00,420 engagement. And thank you for 115 00:03:00,440 --> 00:03:01,700 taking an hour out of your 116 00:03:01,700 --> 00:03:02,940 busy days to listen to Joe 117 00:03:03,460 --> 00:03:04,970 and I talk about contact 118 00:03:04,970 --> 00:03:07,240 center trends. So Joe, back 119 00:03:07,240 --> 00:03:09,140 to you. Awesome. Well I 120 00:03:09,140 --> 00:03:09,940 think we're in a good 121 00:03:09,940 --> 00:03:10,940 place here. Why don't we 122 00:03:11,240 --> 00:03:12,370 go ahead and get started. 123 00:03:17,380 --> 00:03:18,030 So I guess I got 124 00:03:18,030 --> 00:03:19,060 to move the slide right? 125 00:03:19,790 --> 00:03:24,010 There you go. So my 126 00:03:24,010 --> 00:03:27,030 first prediction is that agents 127 00:03:27,260 --> 00:03:30,330 aren't essential to scale anymore. 128 00:03:31,020 --> 00:03:32,510 And let me tell you 129 00:03:32,510 --> 00:03:34,480 what I mean by that and 130 00:03:34,480 --> 00:03:35,250 what I want to do 131 00:03:35,250 --> 00:03:36,290 is just take a step 132 00:03:36,370 --> 00:03:40,510 backwards and think about customer 133 00:03:40,510 --> 00:03:43,030 engagement and actually think about 134 00:03:43,030 --> 00:03:45,390 all the wonderful experiences that 135 00:03:45,390 --> 00:03:46,530 surround us in our daily 136 00:03:46,530 --> 00:03:47,860 lives. I mean, I think 137 00:03:47,860 --> 00:03:50,140 about ride sharing apps like 138 00:03:50,150 --> 00:03:52,310 Lyft and Uber that take all 139 00:03:52,310 --> 00:03:54,230 anxiety out of me getting 140 00:03:54,230 --> 00:03:56,020 to my destination because I 141 00:03:56,020 --> 00:03:58,960 have a full disclosure of 142 00:03:59,250 --> 00:04:01,290 information that I need about 143 00:04:01,290 --> 00:04:02,490 my ride to make me 144 00:04:02,490 --> 00:04:04,910 feel comfortable in that experience. 145 00:04:05,540 --> 00:04:07,480 I think about services like 146 00:04:07,580 --> 00:04:11,530 Amazon, like Netflix. I always 147 00:04:11,530 --> 00:04:13,260 joke that those two services 148 00:04:13,260 --> 00:04:14,240 know more about me than 149 00:04:14,240 --> 00:04:16,450 my husband does because if 150 00:04:16,450 --> 00:04:19,300 they're able to recommend products, 151 00:04:20,130 --> 00:04:24,440 movies, content based on my 152 00:04:24,440 --> 00:04:26,920 particular history, what I've done, 153 00:04:26,920 --> 00:04:29,080 that intimate knowledge of where 154 00:04:29,080 --> 00:04:30,210 I've been, what I've done, 155 00:04:30,410 --> 00:04:32,510 how I've rated products or 156 00:04:32,510 --> 00:04:35,300 content. And so what we say 157 00:04:35,300 --> 00:04:38,940 today is that we're surrounded 158 00:04:38,940 --> 00:04:42,330 by these differentiated experiences and 159 00:04:42,330 --> 00:04:43,770 these experiences have done a 160 00:04:43,770 --> 00:04:45,740 good shop at up leveling 161 00:04:45,820 --> 00:04:48,940 our expectations for engagement with 162 00:04:49,230 --> 00:04:50,750 any company that we do business 163 00:04:51,250 --> 00:04:52,570 with, both in our lives 164 00:04:52,640 --> 00:04:55,210 as consumers or in our 165 00:04:55,210 --> 00:04:57,380 business lives. And at Forrester 166 00:04:57,380 --> 00:04:58,050 we say we're in the 167 00:04:58,050 --> 00:04:59,610 age of the customer where 168 00:04:59,610 --> 00:05:02,550 you, the consumer, the B2B 169 00:05:02,940 --> 00:05:06,560 customer, you control the conversation 170 00:05:06,680 --> 00:05:09,000 with any company that you 171 00:05:09,000 --> 00:05:10,880 do business with. And your 172 00:05:10,880 --> 00:05:13,600 expectations are heightened because of 173 00:05:13,600 --> 00:05:16,050 all the wonderful consumer experiences 174 00:05:16,050 --> 00:05:18,670 that surround us. And it's 175 00:05:18,670 --> 00:05:19,500 like when I see on 176 00:05:19,500 --> 00:05:21,970 the screen here, you expect 177 00:05:22,360 --> 00:05:24,590 that any information that you 178 00:05:24,590 --> 00:05:27,330 need is available on any 179 00:05:27,330 --> 00:05:29,460 device at a person's moment 180 00:05:29,520 --> 00:05:32,210 of need. And so what 181 00:05:32,210 --> 00:05:36,130 has happened is again, our 182 00:05:36,130 --> 00:05:42,850 expectations are heightened because of 183 00:05:43,330 --> 00:05:46,230 these wonderful consumer experiences. And 184 00:05:46,230 --> 00:05:47,910 then the way that we 185 00:05:48,000 --> 00:05:51,930 interact with companies has also 186 00:05:51,930 --> 00:05:53,810 changed. So let's look at 187 00:05:53,810 --> 00:05:55,840 some data here. This is data 188 00:05:56,680 --> 00:05:59,180 from last year. It's from 189 00:05:59,260 --> 00:06:01,390 probably the best trove of 190 00:06:01,390 --> 00:06:03,660 contact center data. It comes 191 00:06:03,660 --> 00:06:06,840 from dimension data's a benchmarking 192 00:06:06,840 --> 00:06:08,510 report where they go out 193 00:06:08,510 --> 00:06:10,300 and they survey thousands and 194 00:06:10,300 --> 00:06:12,280 thousands of contact center decision- 195 00:06:12,280 --> 00:06:14,600 makers around the world. And 196 00:06:14,600 --> 00:06:16,270 what they are telling us, 197 00:06:16,270 --> 00:06:17,180 and it's very close to 198 00:06:17,180 --> 00:06:19,080 one Forrester sees as well, 199 00:06:19,500 --> 00:06:22,690 is that customers, again, either 200 00:06:22,690 --> 00:06:25,860 consumers or B2B customers want 201 00:06:25,860 --> 00:06:27,900 very little friction when they 202 00:06:27,900 --> 00:06:31,440 interact with companies, they tend 203 00:06:31,440 --> 00:06:33,640 to choose self- service as 204 00:06:33,640 --> 00:06:35,760 a first point of contact 205 00:06:36,140 --> 00:06:39,420 as they interact with brands. 206 00:06:40,490 --> 00:06:42,920 And if they're not able 207 00:06:42,920 --> 00:06:45,190 to find what they're looking 208 00:06:45,190 --> 00:06:48,360 for via self service, they're moving 209 00:06:48,360 --> 00:06:53,970 to digital engagement modalities, chat 210 00:06:54,280 --> 00:06:58,020 messaging for example, because it 211 00:06:58,090 --> 00:07:00,110 values their time. A data point 212 00:07:00,110 --> 00:07:03,530 from Forrester says that 73% 213 00:07:04,030 --> 00:07:06,800 of customers say that valuing 214 00:07:06,800 --> 00:07:08,480 their time is the most 215 00:07:08,480 --> 00:07:11,730 important thing that companies can 216 00:07:11,730 --> 00:07:13,630 do to provide great customer 217 00:07:13,630 --> 00:07:16,370 service. So again, just looking 218 00:07:16,370 --> 00:07:17,410 at the data here, you'd 219 00:07:17,410 --> 00:07:19,120 look at that top bar 220 00:07:19,440 --> 00:07:21,480 and it says 88% of 221 00:07:21,480 --> 00:07:24,090 contact center decision makers project 222 00:07:24,090 --> 00:07:26,070 that their self service volumes 223 00:07:26,070 --> 00:07:27,320 will increase. They're calling it 224 00:07:27,320 --> 00:07:29,760 robotic automation, but these are 225 00:07:29,760 --> 00:07:31,960 self- service volumes are increasing 226 00:07:31,960 --> 00:07:35,730 this year. 77% say that 227 00:07:35,730 --> 00:07:38,910 digital agent assistant service volumes 228 00:07:38,910 --> 00:07:42,470 will increase. And the third 229 00:07:42,470 --> 00:07:45,470 bar says, and my old 230 00:07:45,470 --> 00:07:46,390 eyes can't see it, I 231 00:07:46,390 --> 00:07:50,210 think it says 66% of 232 00:07:51,080 --> 00:07:53,060 contact center decision makers say 233 00:07:53,060 --> 00:07:57,090 that their overall interaction volumes 234 00:07:57,130 --> 00:07:59,260 will increase. This is because 235 00:07:59,260 --> 00:08:00,880 you make it easier to 236 00:08:00,880 --> 00:08:03,620 engage with the companies. And so your 237 00:08:04,010 --> 00:08:07,320 customers will engage more with 238 00:08:07,320 --> 00:08:08,470 companies. And so what this 239 00:08:08,470 --> 00:08:09,530 means is that companies are 240 00:08:09,530 --> 00:08:13,750 being flooded by this mass 241 00:08:13,920 --> 00:08:17,970 of digital engagement from their 242 00:08:17,970 --> 00:08:20,160 customers. The better, the easier 243 00:08:20,160 --> 00:08:21,780 they make it for customers 244 00:08:21,780 --> 00:08:23,820 to engage, again, more customers 245 00:08:23,930 --> 00:08:25,260 will engage with you. And 246 00:08:25,510 --> 00:08:27,820 you want this because better 247 00:08:27,820 --> 00:08:31,740 engagement strengthens customer relations. But 248 00:08:31,740 --> 00:08:34,330 what happens is you can't 249 00:08:34,330 --> 00:08:36,820 keep up with these engagement 250 00:08:36,820 --> 00:08:39,680 volumes without turning to AI 251 00:08:39,680 --> 00:08:42,010 and automation. And that's where 252 00:08:42,110 --> 00:08:43,730 the prediction of agents are 253 00:08:43,730 --> 00:08:45,810 no longer essential to scale 254 00:08:45,810 --> 00:08:49,710 comes from because companies are 255 00:08:49,710 --> 00:08:53,890 infusing AI and automation everywhere 256 00:08:53,890 --> 00:08:57,910 in their operations to keep 257 00:08:57,910 --> 00:09:01,310 up with these ballooning engagement 258 00:09:01,310 --> 00:09:03,750 falling from their customers and 259 00:09:03,750 --> 00:09:05,880 to deliver the quality of 260 00:09:05,880 --> 00:09:11,180 service that customers expect. So what 261 00:09:11,460 --> 00:09:12,200 you're looking at on the 262 00:09:12,200 --> 00:09:15,480 screen here is what we think 263 00:09:15,480 --> 00:09:18,000 of as being value chain 264 00:09:18,560 --> 00:09:21,230 for AI for customer service, 265 00:09:21,560 --> 00:09:23,500 where AI and automation, again, 266 00:09:23,550 --> 00:09:26,860 it encompasses a wealth of 267 00:09:26,860 --> 00:09:32,210 different technologies that basically add 268 00:09:33,000 --> 00:09:36,770 intelligence to your operations and 269 00:09:37,520 --> 00:09:39,680 offload agents comes from doing 270 00:09:39,680 --> 00:09:42,540 rope repetitive work. So at 271 00:09:42,540 --> 00:09:46,350 the low end of this 272 00:09:46,350 --> 00:09:48,330 value chain, you're looking at 273 00:09:48,330 --> 00:09:50,090 AI and automation being able 274 00:09:50,090 --> 00:09:53,410 to increase efficiency on technology 275 00:09:53,540 --> 00:09:56,510 like RPA or automatic case 276 00:09:56,510 --> 00:09:59,250 classification or automatic routing to 277 00:09:59,250 --> 00:10:01,460 be able to offload all 278 00:10:01,460 --> 00:10:04,100 the reproducible or lower value 279 00:10:04,100 --> 00:10:06,900 tasks from agents. Moving up 280 00:10:06,900 --> 00:10:08,680 the value curve, you've got 281 00:10:08,900 --> 00:10:10,550 AI and automation that can 282 00:10:10,550 --> 00:10:13,360 help reduce friction. For example, 283 00:10:13,360 --> 00:10:15,330 monitoring the sentiment of an 284 00:10:15,330 --> 00:10:19,650 interaction and escalating automatically if 285 00:10:19,650 --> 00:10:22,320 a customer seems to distressed. 286 00:10:22,770 --> 00:10:24,220 Moving up the value chain 287 00:10:24,220 --> 00:10:27,440 you've got enhanced customer empowerment. 288 00:10:27,490 --> 00:10:29,850 This is all about chat 289 00:10:29,850 --> 00:10:31,580 bots and self- service and 290 00:10:31,980 --> 00:10:34,560 self- service processes. Again, we 291 00:10:34,560 --> 00:10:35,610 know that customers want to 292 00:10:35,650 --> 00:10:36,990 self serve as first point 293 00:10:36,990 --> 00:10:40,830 of contact and these technologies 294 00:10:41,090 --> 00:10:44,240 empower great self service. And 295 00:10:44,240 --> 00:10:46,740 then four and five on 296 00:10:46,740 --> 00:10:48,450 this value chain are about 297 00:10:48,760 --> 00:10:52,150 proactive and even preemptive service 298 00:10:52,380 --> 00:10:53,760 where for example, you're looking 299 00:10:53,760 --> 00:10:56,740 at the customer's journey on 300 00:10:56,820 --> 00:10:58,960 a web property independent on 301 00:10:58,960 --> 00:11:01,730 the customer's behavior, you're proactively 302 00:11:01,730 --> 00:11:03,360 engaging with the customer to 303 00:11:03,360 --> 00:11:04,640 be able to start a 304 00:11:04,640 --> 00:11:08,860 conversation or offer content or 305 00:11:08,860 --> 00:11:10,570 give them an offer or 306 00:11:10,570 --> 00:11:13,460 preemptive services, again, all about 307 00:11:13,520 --> 00:11:16,360 connected devices and being able 308 00:11:16,360 --> 00:11:21,210 to to preemptively intervene upon 309 00:11:21,210 --> 00:11:22,900 signs of distress. So what 310 00:11:22,940 --> 00:11:25,280 it means is that companies 311 00:11:25,280 --> 00:11:29,020 are infusing AI and automation 312 00:11:29,020 --> 00:11:30,610 just about everywhere in the 313 00:11:30,610 --> 00:11:32,840 customer service operations and what 314 00:11:32,840 --> 00:11:35,740 it does is it allows 315 00:11:36,110 --> 00:11:38,380 content centers to scale without 316 00:11:38,380 --> 00:11:42,270 necessarily having add agent headcount. 317 00:11:43,540 --> 00:11:44,790 So that was a lot 318 00:11:45,450 --> 00:11:50,370 shareable but. I love that. 319 00:11:50,370 --> 00:11:52,130 Actually a few points that 320 00:11:52,130 --> 00:11:53,160 I had written down about 321 00:11:53,270 --> 00:11:55,090 you said where really that 322 00:11:55,090 --> 00:11:56,820 idea, that ease of access 323 00:11:56,820 --> 00:11:58,440 to the information is sometimes 324 00:11:58,500 --> 00:11:59,830 just as important as the 325 00:11:59,830 --> 00:12:01,900 information you're getting itself. And 326 00:12:01,900 --> 00:12:02,550 I love that you brought 327 00:12:02,550 --> 00:12:04,990 up transportation because some side 328 00:12:04,990 --> 00:12:05,670 notes here, I live in 329 00:12:05,670 --> 00:12:07,390 San Francisco. When I think 330 00:12:07,390 --> 00:12:09,170 about this ease of access 331 00:12:09,170 --> 00:12:11,100 to information and Uber, right? 332 00:12:11,430 --> 00:12:13,440 Transportation in San Francisco, I 333 00:12:13,440 --> 00:12:15,150 can take the subway or 334 00:12:15,150 --> 00:12:15,930 I can take an Uber 335 00:12:15,930 --> 00:12:16,840 and the subway might be 336 00:12:16,840 --> 00:12:18,650 going the exact same direction, 337 00:12:19,120 --> 00:12:20,260 but man, for that last 338 00:12:20,260 --> 00:12:22,010 mile, it's definitely a different 339 00:12:22,010 --> 00:12:23,800 experience. So I am more 340 00:12:23,800 --> 00:12:24,500 likely to pay a little 341 00:12:24,620 --> 00:12:25,840 bit more for the experience 342 00:12:25,840 --> 00:12:26,830 that gets me where I 343 00:12:26,830 --> 00:12:27,810 need to go in a 344 00:12:27,810 --> 00:12:29,970 quicker way. And we're seeing 345 00:12:29,970 --> 00:12:31,590 this with customers as well. 346 00:12:31,930 --> 00:12:33,360 In fact, even though I 347 00:12:33,360 --> 00:12:34,780 hate this term millennial because 348 00:12:34,780 --> 00:12:35,520 it puts me in a 349 00:12:35,520 --> 00:12:37,660 bucket, we are seeing research 350 00:12:37,660 --> 00:12:39,950 that shows that millennial users 351 00:12:39,950 --> 00:12:41,420 of banking apps are much 352 00:12:41,420 --> 00:12:43,320 more likely to switch when 353 00:12:43,320 --> 00:12:44,460 they look at better mobile 354 00:12:44,510 --> 00:12:47,030 or digital capabilities. So you're 355 00:12:47,030 --> 00:12:48,360 probably wondering why I'm talking 356 00:12:48,360 --> 00:12:50,770 about digital capabilities and my 357 00:12:50,770 --> 00:12:52,450 first prediction is actually about 358 00:12:52,450 --> 00:12:54,450 voice. I want to talk about our 359 00:12:54,450 --> 00:12:56,030 first prediction here and that voice isn't 360 00:12:56,030 --> 00:12:58,080 dead, but it's absolutely different. 361 00:12:58,660 --> 00:12:59,730 What we've seen as we 362 00:12:59,730 --> 00:13:01,310 talk with customers and we 363 00:13:01,310 --> 00:13:03,200 look at the research, is 364 00:13:03,200 --> 00:13:05,790 that consumers rate immediate responses 365 00:13:06,070 --> 00:13:07,550 as super important. In fact, 366 00:13:07,640 --> 00:13:09,940 HubSpot report noted that 90% of 367 00:13:09,940 --> 00:13:11,980 consumers put it in important 368 00:13:11,980 --> 00:13:13,580 or very important when it 369 00:13:13,580 --> 00:13:14,940 comes to the immediacy of 370 00:13:14,940 --> 00:13:16,820 the response they get. And 371 00:13:16,820 --> 00:13:17,780 we're also looking at other 372 00:13:17,780 --> 00:13:19,680 research that's showing that these 373 00:13:19,680 --> 00:13:22,350 self service requests or initiations 374 00:13:22,350 --> 00:13:23,820 are coming over a voice 375 00:13:24,060 --> 00:13:26,190 channel. So when you think of voice, you think 376 00:13:26,190 --> 00:13:27,430 of a phone, but that's 377 00:13:27,430 --> 00:13:28,400 not the first place where 378 00:13:28,400 --> 00:13:29,270 it starts or even where 379 00:13:29,270 --> 00:13:30,810 it ends. I always like 380 00:13:30,810 --> 00:13:31,610 to tell the story. When 381 00:13:31,610 --> 00:13:32,250 my wife and I went 382 00:13:32,250 --> 00:13:33,410 to Ireland last year, we 383 00:13:33,410 --> 00:13:34,900 were really excited and she 384 00:13:34,900 --> 00:13:35,870 gave me two things to 385 00:13:35,870 --> 00:13:36,930 make sure that I did. It 386 00:13:36,930 --> 00:13:38,490 was make sure our data 387 00:13:38,490 --> 00:13:39,130 would work when we were 388 00:13:39,130 --> 00:13:40,130 in Ireland because I have 389 00:13:40,130 --> 00:13:41,150 no idea how to use 390 00:13:41,150 --> 00:13:42,990 a map apparently. And the 391 00:13:42,990 --> 00:13:44,430 second one was to make 392 00:13:44,430 --> 00:13:45,520 sure I set a travel alert 393 00:13:45,560 --> 00:13:46,760 on her credit card so 394 00:13:46,760 --> 00:13:47,720 we didn't have any issues. 395 00:13:48,340 --> 00:13:49,360 I remembered to set the 396 00:13:49,360 --> 00:13:50,420 travel alert when I was 397 00:13:50,420 --> 00:13:51,720 in Dublin and my card 398 00:13:51,720 --> 00:13:52,680 got declined at the first 399 00:13:52,680 --> 00:13:54,370 restaurant. And I bring that 400 00:13:54,370 --> 00:13:55,950 up because it was something 401 00:13:55,950 --> 00:13:57,040 we fixed, we phoned in 402 00:13:57,040 --> 00:13:58,140 and fixed it, but it 403 00:13:58,140 --> 00:13:59,100 could have been very different. 404 00:13:59,270 --> 00:14:00,370 What if while I was 405 00:14:00,370 --> 00:14:02,370 packing, I just asked my 406 00:14:02,370 --> 00:14:04,130 Amazon Alexa or my Google 407 00:14:04,130 --> 00:14:05,050 home or some of those 408 00:14:05,050 --> 00:14:06,890 devices to do this for 409 00:14:06,890 --> 00:14:08,440 me. And you start to 410 00:14:08,440 --> 00:14:10,210 think about voice being less 411 00:14:10,210 --> 00:14:11,410 of a channel and more 412 00:14:11,410 --> 00:14:12,920 of an interface. When we 413 00:14:12,920 --> 00:14:14,470 look at these home devices, 414 00:14:14,790 --> 00:14:16,140 they are becoming the towns 415 00:14:16,140 --> 00:14:18,260 square where it may not 416 00:14:18,260 --> 00:14:19,550 be controlled by a business 417 00:14:19,550 --> 00:14:21,280 or even something that you 418 00:14:21,280 --> 00:14:23,830 have direct ownership of but 419 00:14:23,830 --> 00:14:25,560 it's absolutely where communication is 420 00:14:25,560 --> 00:14:27,200 happening and it's absolutely where 421 00:14:27,200 --> 00:14:29,460 that real conversation with customers 422 00:14:29,460 --> 00:14:31,270 are occurring. So it's the 423 00:14:31,270 --> 00:14:33,640 notion of letting someone set 424 00:14:33,640 --> 00:14:34,930 the music they'd like to 425 00:14:34,930 --> 00:14:36,560 listen to and also navigating 426 00:14:36,560 --> 00:14:38,220 through your interface all from 427 00:14:38,220 --> 00:14:39,350 the same place in the 428 00:14:39,350 --> 00:14:41,420 moment of need and alleviating 429 00:14:41,750 --> 00:14:44,310 those user experience issues. Just 430 00:14:44,310 --> 00:14:45,200 to note on that, I 431 00:14:45,200 --> 00:14:46,030 still to this day have 432 00:14:46,030 --> 00:14:47,510 no idea where sending the 433 00:14:47,510 --> 00:14:48,610 travel alert would occur in 434 00:14:48,610 --> 00:14:50,280 my banking app. It's something 435 00:14:50,280 --> 00:14:51,020 I would call in for 436 00:14:51,020 --> 00:14:51,900 or have to dig around 437 00:14:51,900 --> 00:14:53,200 for, but not something that 438 00:14:53,200 --> 00:14:55,980 I would proactively research. So 439 00:14:55,980 --> 00:14:57,700 to tie that in, it 440 00:14:57,700 --> 00:14:58,830 comes down to why should 441 00:14:58,830 --> 00:15:01,170 we care? Well, this is the first time, 442 00:15:01,170 --> 00:15:02,360 especially looking in this next 443 00:15:02,360 --> 00:15:04,090 year, that that technology is 444 00:15:04,090 --> 00:15:05,820 good enough to start leveraging 445 00:15:05,820 --> 00:15:07,740 on the voice channel. As 446 00:15:07,740 --> 00:15:08,980 you think about calling in 447 00:15:08,980 --> 00:15:10,230 on a number now, we 448 00:15:10,230 --> 00:15:11,660 can extend this voice bot 449 00:15:11,660 --> 00:15:13,820 technology. It has the ability 450 00:15:13,820 --> 00:15:15,180 to pick up on nuances 451 00:15:15,180 --> 00:15:17,150 like alphanumeric where if you're 452 00:15:17,150 --> 00:15:18,210 an airline and you're giving 453 00:15:18,210 --> 00:15:19,630 your confirmation code, which is 454 00:15:19,630 --> 00:15:22,760 numbers, digits and letters, this 455 00:15:22,760 --> 00:15:23,610 used to be hard to 456 00:15:23,610 --> 00:15:25,060 understand from a natural language 457 00:15:25,060 --> 00:15:26,790 processing. We don't have these 458 00:15:26,790 --> 00:15:28,450 problems anymore so that we can 459 00:15:28,450 --> 00:15:30,100 change the experience to be 460 00:15:30,100 --> 00:15:31,920 more about the conversation and 461 00:15:31,920 --> 00:15:32,650 where we need to take 462 00:15:32,650 --> 00:15:34,140 you next because we understand 463 00:15:34,140 --> 00:15:35,740 that instead of a maze 464 00:15:35,740 --> 00:15:36,770 of menus that you have 465 00:15:36,770 --> 00:15:38,640 to listen to and hopefully 466 00:15:38,640 --> 00:15:40,890 select the right one. Now 467 00:15:40,960 --> 00:15:41,790 I did cheat a little 468 00:15:41,790 --> 00:15:42,500 bit here. I have a 469 00:15:42,500 --> 00:15:43,820 1A as well on our 470 00:15:43,820 --> 00:15:45,570 predictions and it's because I 471 00:15:45,570 --> 00:15:46,320 don't want you to think that 472 00:15:46,550 --> 00:15:47,470 we're just keying in on 473 00:15:47,470 --> 00:15:50,140 voice. Commerce is messaging. We're 474 00:15:50,140 --> 00:15:51,450 seeing a lot of research 475 00:15:51,540 --> 00:15:52,610 hint at that as well 476 00:15:52,610 --> 00:15:54,460 from our end and for 477 00:15:54,460 --> 00:15:55,330 you out there in the 478 00:15:55,340 --> 00:15:57,220 field and in the audience, 479 00:15:57,460 --> 00:15:58,780 have you ever kept multiple 480 00:15:58,780 --> 00:16:00,420 tabs open on your browser 481 00:16:00,830 --> 00:16:02,180 because you wanted to purchase something, 482 00:16:02,180 --> 00:16:03,450 but you just had another 483 00:16:03,450 --> 00:16:04,790 question around it, right? Think 484 00:16:05,020 --> 00:16:06,530 about shoes that you wanted to buy. 485 00:16:06,880 --> 00:16:08,010 Do those shoes run small, 486 00:16:08,010 --> 00:16:09,060 do they run large? You've 487 00:16:09,060 --> 00:16:09,900 got to look that up. 488 00:16:10,410 --> 00:16:11,420 Think about a flight you 489 00:16:11,420 --> 00:16:12,870 might have for work, is 490 00:16:12,880 --> 00:16:13,810 there a chance if it's 491 00:16:13,810 --> 00:16:14,600 a long flight that you 492 00:16:14,600 --> 00:16:15,620 can get the upgrade even 493 00:16:15,620 --> 00:16:16,840 though that's on the wishlist, 494 00:16:16,840 --> 00:16:18,390 not always happening. It's worth 495 00:16:18,390 --> 00:16:19,600 checking and it stops you 496 00:16:19,600 --> 00:16:21,400 from purchasing it. And what 497 00:16:21,400 --> 00:16:23,300 about something else, maybe even 498 00:16:23,300 --> 00:16:24,580 more in the weeds. You're 499 00:16:24,580 --> 00:16:25,290 trying to get a car 500 00:16:25,290 --> 00:16:26,540 insurance policy. You've just moved 501 00:16:26,540 --> 00:16:27,840 to a new state, you've 502 00:16:27,840 --> 00:16:28,930 already got home insurance with 503 00:16:28,930 --> 00:16:30,340 that company, do you get 504 00:16:30,340 --> 00:16:31,590 a discount? Would it stop 505 00:16:31,590 --> 00:16:32,880 you from just self- serving 506 00:16:32,880 --> 00:16:33,800 and filling that form out 507 00:16:33,800 --> 00:16:36,300 on your own? Messaging is 508 00:16:36,300 --> 00:16:37,970 asynchronous by nature and Kate 509 00:16:37,970 --> 00:16:39,650 brought this up earlier. I 510 00:16:39,650 --> 00:16:41,330 could start chatting with my 511 00:16:41,330 --> 00:16:42,720 company on the train on 512 00:16:42,720 --> 00:16:43,870 the way to work asking 513 00:16:43,870 --> 00:16:45,570 them about this insurance policy. 514 00:16:46,150 --> 00:16:46,730 But once I'm in the 515 00:16:46,730 --> 00:16:48,240 office, I might switch to 516 00:16:48,240 --> 00:16:49,580 my laptop and switching to 517 00:16:49,580 --> 00:16:50,910 my laptop means I'm picking 518 00:16:50,910 --> 00:16:52,520 up on that same conversation 519 00:16:52,540 --> 00:16:54,400 across a messaging channel but 520 00:16:54,400 --> 00:16:55,330 I'm doing it in a different 521 00:16:55,330 --> 00:16:56,650 way and I'm doing it 522 00:16:56,650 --> 00:16:58,830 at a different time. Great 523 00:16:58,830 --> 00:17:00,290 thing about messaging is we 524 00:17:00,290 --> 00:17:02,430 see this burst capability, so 525 00:17:02,430 --> 00:17:03,800 asynchronous, meaning we pick up 526 00:17:03,800 --> 00:17:05,210 when we're ready and then 527 00:17:05,210 --> 00:17:06,340 we can really jump in 528 00:17:06,340 --> 00:17:07,670 and start that conversation when we 529 00:17:07,670 --> 00:17:09,470 have the free time. And 530 00:17:09,470 --> 00:17:10,180 this is what it comes 531 00:17:10,180 --> 00:17:11,840 down to, is giving someone 532 00:17:11,840 --> 00:17:13,170 a tangible reference of when 533 00:17:13,170 --> 00:17:14,410 things are working, when they're 534 00:17:14,410 --> 00:17:15,680 going in the right direction, 535 00:17:16,120 --> 00:17:17,110 and then having a place 536 00:17:17,110 --> 00:17:17,960 that they can come back 537 00:17:18,190 --> 00:17:19,160 and pick up. And that's 538 00:17:19,160 --> 00:17:21,220 what messaging is about. So 539 00:17:21,590 --> 00:17:22,770 I think it all ends 540 00:17:22,770 --> 00:17:24,390 with the fact that messaging 541 00:17:24,390 --> 00:17:26,140 apps tie into payment applications. 542 00:17:26,320 --> 00:17:27,210 This is the first time 543 00:17:27,210 --> 00:17:28,310 we have these channels that 544 00:17:28,310 --> 00:17:30,010 bring everything together and don't 545 00:17:30,010 --> 00:17:31,500 call it a disjointed experience. 546 00:17:31,950 --> 00:17:32,960 Kate I know I have babbled 547 00:17:32,960 --> 00:17:34,060 for a while over back 548 00:17:34,060 --> 00:17:34,280 to you. What do you think about that? 549 00:17:38,380 --> 00:17:40,610 agents are no longer essential to 550 00:17:40,610 --> 00:17:42,620 scale. I talked about digital 551 00:17:42,620 --> 00:17:43,870 engagement in the house self-service 552 00:17:44,390 --> 00:17:46,510 and digital engagement is rising. 553 00:17:46,690 --> 00:17:48,700 You talked about voice self 554 00:17:48,840 --> 00:17:51,380 service, you talked about conversational 555 00:17:51,380 --> 00:17:54,440 commerce, which is powered in 556 00:17:54,500 --> 00:17:58,150 part by bots, by automation. 557 00:17:58,530 --> 00:18:00,910 It all makes sense. This 558 00:18:00,910 --> 00:18:02,210 is the way the world 559 00:18:02,210 --> 00:18:04,250 is going. So what happens 560 00:18:05,240 --> 00:18:09,710 to your agents. Where do 561 00:18:09,710 --> 00:18:13,320 they fall in the spectrum 562 00:18:13,420 --> 00:18:16,250 of importance if again, so 563 00:18:16,250 --> 00:18:21,220 much engagement is going to 564 00:18:21,250 --> 00:18:23,970 self- service, to digital channels, 565 00:18:23,970 --> 00:18:26,450 voice channels that are automated? 566 00:18:27,440 --> 00:18:29,040 So the next trend is 567 00:18:29,040 --> 00:18:32,680 about agents and the technologies 568 00:18:32,680 --> 00:18:35,010 that agents need to be 569 00:18:35,010 --> 00:18:38,820 able to effectively support their 570 00:18:38,820 --> 00:18:41,470 customers. So to be able 571 00:18:41,470 --> 00:18:43,040 to talk about this, let's 572 00:18:43,040 --> 00:18:44,280 look at this data again, 573 00:18:44,440 --> 00:18:46,300 the dimension data that I 574 00:18:46,300 --> 00:18:48,380 had brought up before. So 575 00:18:48,380 --> 00:18:50,700 the bottom set of data is 576 00:18:50,700 --> 00:18:54,010 really interesting. It's all about 577 00:18:54,520 --> 00:18:56,050 phone volumes and it's not 578 00:18:56,440 --> 00:18:58,350 voice self- service, this is 579 00:18:58,350 --> 00:19:01,110 live agents on the phone 580 00:19:01,200 --> 00:19:03,910 answering customer calls. And what 581 00:19:03,910 --> 00:19:06,480 we find is that 64% 582 00:19:06,480 --> 00:19:08,490 of contact center decision makers 583 00:19:08,720 --> 00:19:13,200 believe that voice volumes will 584 00:19:13,200 --> 00:19:17,350 drop. And this is understandable 585 00:19:17,350 --> 00:19:19,680 because we're moving to a 586 00:19:19,680 --> 00:19:23,920 digital first self- service first 587 00:19:23,920 --> 00:19:26,530 world. But what's actually getting 588 00:19:26,530 --> 00:19:29,480 into the contact center? It's 589 00:19:29,480 --> 00:19:31,600 the harder calls, the calls 590 00:19:31,730 --> 00:19:33,730 that weren't able to be 591 00:19:33,730 --> 00:19:37,700 answered via self surface, where a 592 00:19:37,860 --> 00:19:40,010 customer has already gone to 593 00:19:40,010 --> 00:19:41,400 your website, to your mobile 594 00:19:41,400 --> 00:19:43,790 site, looked for information, perhaps 595 00:19:43,790 --> 00:19:46,240 even chatted with an agent, 596 00:19:46,300 --> 00:19:47,900 isn't able to really get 597 00:19:47,900 --> 00:19:49,630 the answer. So they're picking 598 00:19:49,630 --> 00:19:50,860 up the phone and they're 599 00:19:50,860 --> 00:19:53,440 calling a contact center. So 600 00:19:53,830 --> 00:19:56,300 voice calls, the actual volume 601 00:19:56,300 --> 00:19:58,470 is dropping. Again, because self 602 00:19:58,470 --> 00:20:00,280 service is picking off a 603 00:20:00,280 --> 00:20:01,900 lot of the easy inquiries. 604 00:20:02,140 --> 00:20:05,410 But the length of calls 605 00:20:05,470 --> 00:20:08,220 is actually getting longer again, 606 00:20:08,220 --> 00:20:09,260 because you're getting the more 607 00:20:09,260 --> 00:20:11,660 complicated calls. It could be 608 00:20:11,660 --> 00:20:13,470 the exceptions, it could be 609 00:20:13,470 --> 00:20:18,470 the calls where there's multiple 610 00:20:18,470 --> 00:20:22,090 questions within a call. So 611 00:20:22,090 --> 00:20:23,140 your agents are getting the 612 00:20:23,140 --> 00:20:25,860 harder calls. Something else is 613 00:20:25,860 --> 00:20:31,120 happening as well, your customers 614 00:20:32,030 --> 00:20:34,190 are frustrated as they get 615 00:20:34,190 --> 00:20:36,830 to the agent. So the 616 00:20:36,830 --> 00:20:39,090 agent doesn't necessarily only need 617 00:20:39,090 --> 00:20:41,420 to deal with the harder 618 00:20:41,420 --> 00:20:43,850 call, but they may be 619 00:20:43,910 --> 00:20:45,530 having to deal with the customer 620 00:20:45,530 --> 00:20:47,530 who's frustrated because their time 621 00:20:47,530 --> 00:20:49,020 has been wasted by going 622 00:20:49,020 --> 00:20:50,240 to self- service and not 623 00:20:50,240 --> 00:20:51,470 finding what they're looking for. 624 00:20:51,820 --> 00:20:53,680 Or are they maybe anxious. They 625 00:20:53,680 --> 00:20:55,360 have a medication that's not 626 00:20:55,360 --> 00:20:58,570 covered by their policy and 627 00:20:58,570 --> 00:21:00,350 it's a medication that's prescribed 628 00:21:00,350 --> 00:21:01,860 that they really need. Or 629 00:21:01,860 --> 00:21:04,050 they're angry because on their 630 00:21:04,050 --> 00:21:05,750 bills there's a surcharge that 631 00:21:05,750 --> 00:21:07,730 they don't understand. And so 632 00:21:07,730 --> 00:21:09,300 they're in a combative mood. 633 00:21:09,500 --> 00:21:11,500 So the agent actually has a 634 00:21:11,500 --> 00:21:13,460 tough time. They're getting this 635 00:21:13,460 --> 00:21:17,910 escalated call which is a 636 00:21:18,120 --> 00:21:20,610 harder call because the work 637 00:21:20,610 --> 00:21:22,330 is more complex and they're 638 00:21:22,330 --> 00:21:24,130 having to understand the emotional 639 00:21:24,130 --> 00:21:26,020 state of the customer and 640 00:21:26,020 --> 00:21:28,480 react to that emotional state, 641 00:21:28,830 --> 00:21:32,300 turn the conversation around and 642 00:21:32,300 --> 00:21:34,350 do the right thing for 643 00:21:34,350 --> 00:21:36,760 the customer. So where does 644 00:21:36,860 --> 00:21:38,820 this all tie into the 645 00:21:38,820 --> 00:21:43,410 prediction about the agent desktop 646 00:21:44,170 --> 00:21:46,450 evolve? And this is because 647 00:21:46,450 --> 00:21:48,700 your agents today have to 648 00:21:48,700 --> 00:21:50,860 be supported by a much 649 00:21:50,860 --> 00:21:53,490 greater range of technologies to 650 00:21:53,490 --> 00:21:55,450 be able to serve the 651 00:21:55,450 --> 00:21:58,550 customer and provide the quality 652 00:21:58,550 --> 00:22:00,660 of service that they expect. 653 00:22:01,170 --> 00:22:03,500 So what we find is 654 00:22:03,500 --> 00:22:04,520 if you look at most 655 00:22:04,520 --> 00:22:07,550 agent desktops, they have a customer 656 00:22:07,550 --> 00:22:10,130 service solution that they're doing 657 00:22:10,130 --> 00:22:11,530 their work in. And their 658 00:22:11,530 --> 00:22:13,920 customer service solution does things like 659 00:22:14,470 --> 00:22:16,410 help you identify the customer, 660 00:22:16,410 --> 00:22:18,210 pull up the customer history, 661 00:22:18,910 --> 00:22:21,460 being able to capture the 662 00:22:21,460 --> 00:22:24,350 inquiry details, workflow the inquiry. 663 00:22:25,340 --> 00:22:26,670 It's got components of case 664 00:22:26,670 --> 00:22:29,390 management. You may also be 665 00:22:29,390 --> 00:22:31,050 able to pop up some 666 00:22:31,580 --> 00:22:33,770 associated knowledge from the knowledge 667 00:22:33,770 --> 00:22:41,530 base. And this customer service 668 00:22:41,530 --> 00:22:43,770 solution is also able to 669 00:22:43,770 --> 00:22:45,760 work omnichannel inquiries. So not 670 00:22:45,760 --> 00:22:47,390 only phone calls but digital 671 00:22:47,390 --> 00:22:49,530 inquiries as well. But what we 672 00:22:49,530 --> 00:22:52,420 also find is that many 673 00:22:52,420 --> 00:22:54,420 contact centers are layering on 674 00:22:54,480 --> 00:22:57,910 additional technologies to make agents 675 00:22:57,910 --> 00:23:01,070 more efficient, more effective, and 676 00:23:01,070 --> 00:23:03,860 to be able to prescribe 677 00:23:03,860 --> 00:23:05,470 the right set of actions 678 00:23:05,470 --> 00:23:07,940 for the agent. So on 679 00:23:07,940 --> 00:23:10,430 desktops, in terms of efficiency 680 00:23:10,430 --> 00:23:12,600 tools, we see many companies 681 00:23:12,600 --> 00:23:15,130 adopting things like RPA or 682 00:23:15,130 --> 00:23:19,030 process guidance that handhold agents 683 00:23:19,030 --> 00:23:24,890 through predefined processes around effectiveness 684 00:23:24,890 --> 00:23:26,740 tool to make agents more 685 00:23:26,740 --> 00:23:30,420 effective. We see, for example 686 00:23:30,420 --> 00:23:32,450 cognitive search solutions that are 687 00:23:32,450 --> 00:23:36,530 layered on top of silos 688 00:23:36,530 --> 00:23:39,380 of data like bug databases 689 00:23:39,380 --> 00:23:42,040 or content repositories to be 690 00:23:42,040 --> 00:23:43,380 able to pull up the 691 00:23:43,380 --> 00:23:45,710 right content or the right 692 00:23:45,960 --> 00:23:48,640 related data based on the 693 00:23:48,640 --> 00:23:51,380 customer's inquiry. We also see 694 00:23:51,380 --> 00:23:53,250 tools like agent facing chat 695 00:23:53,250 --> 00:23:56,430 bots to help the agent 696 00:23:56,640 --> 00:23:58,540 surface the right data, the 697 00:23:58,540 --> 00:24:00,680 right information that they need 698 00:24:00,940 --> 00:24:02,720 depending on the intent that's 699 00:24:02,720 --> 00:24:05,490 captured from the customer. We 700 00:24:05,490 --> 00:24:08,710 also see collaboration tools where 701 00:24:08,710 --> 00:24:10,760 agents can collaborate with other 702 00:24:10,760 --> 00:24:11,940 agents to work on the 703 00:24:11,940 --> 00:24:14,360 harder work. And we also 704 00:24:14,360 --> 00:24:16,030 see in terms of prescriptive 705 00:24:16,030 --> 00:24:17,020 tool, a lot of the 706 00:24:17,020 --> 00:24:21,360 AI or intelligence fueled solutions 707 00:24:21,360 --> 00:24:23,150 to be able to push 708 00:24:23,150 --> 00:24:25,660 the next best action to 709 00:24:25,660 --> 00:24:26,930 the agent. What's the next 710 00:24:26,930 --> 00:24:29,150 best conversation the agent needs 711 00:24:29,150 --> 00:24:30,570 to have or the right 712 00:24:30,640 --> 00:24:32,500 offer to be able to 713 00:24:32,960 --> 00:24:34,980 present to the agent that 714 00:24:34,980 --> 00:24:38,690 has the highest rate of 715 00:24:38,690 --> 00:24:40,620 being accepted. So what we 716 00:24:40,620 --> 00:24:43,060 find is again, the agents 717 00:24:43,130 --> 00:24:44,680 are working on the harder work 718 00:24:45,040 --> 00:24:49,010 and they are helped along 719 00:24:49,240 --> 00:24:52,420 by this set of tooling 720 00:24:52,640 --> 00:24:54,580 that tends to be assembled 721 00:24:55,260 --> 00:24:56,780 by starting off with a customer 722 00:24:56,780 --> 00:24:58,610 service solution and then layering 723 00:24:58,610 --> 00:25:00,770 on the technologies that are 724 00:25:00,770 --> 00:25:02,100 needed to be able to 725 00:25:02,100 --> 00:25:11,650 adequately support the agent. So 726 00:25:11,750 --> 00:25:14,460 Joe, does that resonate? Yeah. And 727 00:25:15,640 --> 00:25:16,460 it almost looks like I 728 00:25:16,460 --> 00:25:17,310 stole your homework a little 729 00:25:17,570 --> 00:25:18,690 bit, but I love what 730 00:25:18,690 --> 00:25:19,830 you just brought up because 731 00:25:19,830 --> 00:25:21,010 it ties right into our 732 00:25:21,010 --> 00:25:23,640 second prediction that employees become 733 00:25:23,640 --> 00:25:25,590 a brand differentiator that are 734 00:25:25,590 --> 00:25:27,790 augmented by AI. And Kate, 735 00:25:27,790 --> 00:25:28,440 if there's one thing I think that 736 00:25:28,950 --> 00:25:29,910 you hit on really nicely 737 00:25:29,950 --> 00:25:31,550 that I got from that was as 738 00:25:31,550 --> 00:25:33,420 AI is becoming increasingly more 739 00:25:33,420 --> 00:25:36,460 consistent and capable, we're finding 740 00:25:36,460 --> 00:25:37,850 that in the contact center, 741 00:25:37,850 --> 00:25:39,160 the agent's work is going 742 00:25:39,160 --> 00:25:40,050 to become not just more 743 00:25:40,050 --> 00:25:41,980 difficult, but empathetic as well. 744 00:25:42,610 --> 00:25:43,880 So it's important that we 745 00:25:43,880 --> 00:25:46,110 understand that really AI will 746 00:25:46,110 --> 00:25:47,530 enable agents to make better 747 00:25:47,720 --> 00:25:49,680 decisions and focus on empathy 748 00:25:49,860 --> 00:25:52,350 within those customer interactions. And 749 00:25:52,350 --> 00:25:53,900 we're seeing that now through 750 00:25:53,900 --> 00:25:55,450 just- in- time interfaces that 751 00:25:55,450 --> 00:25:57,540 are surfacing both information and 752 00:25:57,540 --> 00:25:59,220 even applications as they're needed 753 00:25:59,220 --> 00:26:01,220 in real time. What I've 754 00:26:01,320 --> 00:26:02,360 gotten away from this, and 755 00:26:02,360 --> 00:26:03,110 even as I was a 756 00:26:03,110 --> 00:26:05,220 support engineer, is that complicated 757 00:26:05,220 --> 00:26:07,350 interfaces and integrations and other 758 00:26:07,350 --> 00:26:09,250 systems, those should no longer 759 00:26:09,250 --> 00:26:10,410 be the obligation of the 760 00:26:10,410 --> 00:26:12,290 agent, rather the bandwidth to 761 00:26:12,290 --> 00:26:14,070 pay attention to this interaction. 762 00:26:14,650 --> 00:26:16,430 So as we're tying that 763 00:26:16,430 --> 00:26:18,130 up for our prediction around 764 00:26:18,130 --> 00:26:20,100 employees becoming a brand differentiator, 765 00:26:20,620 --> 00:26:21,670 we think about that the 766 00:26:21,670 --> 00:26:23,420 rising interactions are happening across 767 00:26:23,470 --> 00:26:25,510 channels, but what's going to 768 00:26:25,580 --> 00:26:26,960 the agents are more difficult. 769 00:26:27,130 --> 00:26:28,110 So the tools that they 770 00:26:28,110 --> 00:26:30,210 need are companion tools that 771 00:26:30,210 --> 00:26:31,860 are infused in those applications, 772 00:26:31,860 --> 00:26:33,760 not beside them, and AI 773 00:26:33,760 --> 00:26:35,370 is helping agents make these 774 00:26:35,370 --> 00:26:36,890 great judgment calls while they're 775 00:26:36,890 --> 00:26:38,970 on an interaction not replacing 776 00:26:38,970 --> 00:26:40,900 agents. So if you remember 777 00:26:40,900 --> 00:26:41,670 a few years ago, Apple 778 00:26:41,670 --> 00:26:42,960 music was really popular for 779 00:26:42,970 --> 00:26:45,570 having real DJs curating playlists. 780 00:26:46,210 --> 00:26:47,910 It was about humans being 781 00:26:47,910 --> 00:26:49,220 important and part of that new 782 00:26:49,220 --> 00:26:50,500 offering they had around Apple 783 00:26:50,500 --> 00:26:52,000 music. I think we're seeing 784 00:26:52,000 --> 00:26:53,290 that pendulum swing come back 785 00:26:53,290 --> 00:26:55,640 again to humans being crucial 786 00:26:55,690 --> 00:26:57,710 to the experience. And just 787 00:26:57,710 --> 00:26:59,180 a quick story there before 788 00:26:59,180 --> 00:27:00,700 I babble like I always 789 00:27:00,700 --> 00:27:02,210 do. When we look at 790 00:27:02,210 --> 00:27:04,050 large retailers, imagine you're a 791 00:27:04,050 --> 00:27:05,670 parent moving your son or 792 00:27:05,670 --> 00:27:07,530 daughter into college. What if 793 00:27:07,530 --> 00:27:08,090 you went to one of 794 00:27:08,090 --> 00:27:09,240 those large retailers and bought 795 00:27:09,240 --> 00:27:10,130 all the items you need 796 00:27:10,130 --> 00:27:11,410 for a dorm, right? The 797 00:27:11,720 --> 00:27:13,530 air conditioning unit, maybe a 798 00:27:13,530 --> 00:27:15,100 mini fridge, maybe some food, 799 00:27:15,540 --> 00:27:17,440 all these different items. If 800 00:27:17,490 --> 00:27:18,570 the roommate already had them, 801 00:27:18,570 --> 00:27:19,520 you might want to return 802 00:27:19,520 --> 00:27:20,690 them. But think about how 803 00:27:20,690 --> 00:27:22,070 many return policies that is. 804 00:27:22,070 --> 00:27:23,160 And we've done the research 805 00:27:23,160 --> 00:27:24,740 and seen on average, these 806 00:27:24,740 --> 00:27:26,020 large retailers have upwards of 807 00:27:26,040 --> 00:27:28,500 19 different return policies. So 808 00:27:28,500 --> 00:27:29,420 if you call in just 809 00:27:29,420 --> 00:27:30,180 to figure out and what 810 00:27:30,180 --> 00:27:31,250 you can actually bring back 811 00:27:31,250 --> 00:27:33,010 and what's a lost cause, 812 00:27:33,370 --> 00:27:34,240 that's a lot for the 813 00:27:34,240 --> 00:27:35,660 agent to dig through. That 814 00:27:35,660 --> 00:27:36,690 means they're going on hold. 815 00:27:36,690 --> 00:27:37,500 That means there's a lot 816 00:27:37,540 --> 00:27:38,870 of ums and uhs as they try 817 00:27:38,870 --> 00:27:39,740 to figure it out on 818 00:27:39,740 --> 00:27:41,930 their end. Using these AI 819 00:27:41,930 --> 00:27:43,960 assisted technologies mean I can 820 00:27:43,960 --> 00:27:45,650 pull up the closest location 821 00:27:45,650 --> 00:27:46,650 to you based around your 822 00:27:46,650 --> 00:27:47,650 call and what you said, 823 00:27:47,650 --> 00:27:49,610 where you're located, what college 824 00:27:49,950 --> 00:27:50,770 and then I can let 825 00:27:50,770 --> 00:27:53,040 the AI identify the nuances 826 00:27:53,040 --> 00:27:54,220 of what items are you 827 00:27:54,220 --> 00:27:56,260 returning and what's the gotchas 828 00:27:56,260 --> 00:27:57,500 there that are important in 829 00:27:57,500 --> 00:27:59,470 that return process. This means 830 00:27:59,470 --> 00:28:00,480 I'm focused on you, the 831 00:28:00,480 --> 00:28:02,840 person calling in, the son 832 00:28:02,840 --> 00:28:03,850 or daughter you've just moved 833 00:28:03,850 --> 00:28:04,880 in and the situation you 834 00:28:04,880 --> 00:28:06,100 have at hand, not on 835 00:28:06,100 --> 00:28:08,280 these individual line items. So 836 00:28:08,280 --> 00:28:09,570 Kate, I'll hand it back 837 00:28:09,570 --> 00:28:10,530 to you here for your 838 00:28:10,530 --> 00:28:11,820 final point and any questions 839 00:28:11,820 --> 00:28:12,790 or comments you have on 840 00:28:12,790 --> 00:28:14,970 this one too? Yeah. The 841 00:28:14,970 --> 00:28:16,020 one thing that I forgot 842 00:28:16,020 --> 00:28:17,150 to say is, and you 843 00:28:17,150 --> 00:28:18,640 said it really well, is 844 00:28:18,760 --> 00:28:21,280 agents have to be supported 845 00:28:21,280 --> 00:28:22,890 by these companion tools or 846 00:28:22,890 --> 00:28:24,660 desktop technologies to be able 847 00:28:24,660 --> 00:28:26,220 to focus on the conversation 848 00:28:26,220 --> 00:28:28,100 at hand. And there's also 849 00:28:28,240 --> 00:28:30,610 technologies that are helping make 850 00:28:30,610 --> 00:28:32,500 agents more empathetic. For example, 851 00:28:32,500 --> 00:28:34,850 behavioral routing, being able to 852 00:28:34,850 --> 00:28:37,220 understand the conversation style of 853 00:28:37,220 --> 00:28:38,420 the customer and routed to 854 00:28:38,790 --> 00:28:40,140 the agent that's got the same 855 00:28:40,260 --> 00:28:43,370 conversational style. Or for example, 856 00:28:43,440 --> 00:28:45,370 popping up on the agent's 857 00:28:45,370 --> 00:28:49,530 screen for example, indicators of 858 00:28:52,030 --> 00:28:55,280 the customer's emotion. Are they 859 00:28:55,360 --> 00:28:57,540 anxious or are they angry? 860 00:28:57,800 --> 00:28:59,090 And again, these are tools, they're 861 00:28:59,500 --> 00:29:02,010 companion tools to not only 862 00:29:02,010 --> 00:29:03,820 help the agent work on the 863 00:29:03,820 --> 00:29:05,840 harder work, but as well 864 00:29:05,840 --> 00:29:09,500 emotionally connect with the customer. Because 865 00:29:09,500 --> 00:29:11,070 if you get these interactions, 866 00:29:11,070 --> 00:29:12,880 these live agent interactions right 867 00:29:12,880 --> 00:29:14,680 it actually has a disproportionate 868 00:29:14,850 --> 00:29:18,140 effect on customer satisfaction and 869 00:29:18,140 --> 00:29:21,010 they're all for overall retention 870 00:29:21,550 --> 00:29:23,480 and loyalty to the brand. 871 00:29:23,480 --> 00:29:25,410 So again, these companion tools 872 00:29:25,410 --> 00:29:26,970 are really important to make 873 00:29:26,970 --> 00:29:27,970 sure that the agents are 874 00:29:28,060 --> 00:29:30,070 fully supported and that they're 875 00:29:30,070 --> 00:29:32,640 able to concentrate on the 876 00:29:32,640 --> 00:29:34,790 conversation of the customer. So 877 00:29:38,400 --> 00:29:40,220 that goes to our next 878 00:29:40,220 --> 00:29:44,360 trend where as you infuse 879 00:29:44,710 --> 00:29:47,610 all of these companion tools, all 880 00:29:47,610 --> 00:29:49,710 this automation, all this AI 881 00:29:49,710 --> 00:29:52,140 into your contact center, the 882 00:29:52,140 --> 00:29:54,790 way that you staff your 883 00:29:54,790 --> 00:29:57,560 contact center has to change. 884 00:29:57,970 --> 00:30:00,310 And this is really interesting. 885 00:30:00,350 --> 00:30:02,470 Think about it this way. 886 00:30:04,040 --> 00:30:06,180 You now have great self 887 00:30:06,180 --> 00:30:10,210 service technology, self service process, 888 00:30:10,580 --> 00:30:12,970 knowledge management, FAQs on your 889 00:30:12,970 --> 00:30:16,300 websites, chat bots that are 890 00:30:16,300 --> 00:30:18,920 able to help answer the 891 00:30:18,920 --> 00:30:23,210 simple, the reproducible questions that your 892 00:30:23,350 --> 00:30:25,900 customers have. So ultimately what 893 00:30:25,900 --> 00:30:27,830 happens to your generalists, what 894 00:30:27,830 --> 00:30:28,990 happens to your tier one 895 00:30:28,990 --> 00:30:31,440 agents? And what many companies 896 00:30:31,440 --> 00:30:33,640 find is that these roles 897 00:30:34,310 --> 00:30:37,620 aren't needed as much as 898 00:30:37,620 --> 00:30:39,100 they were a couple of 899 00:30:39,100 --> 00:30:41,320 years ago. So jobs are 900 00:30:41,320 --> 00:30:45,940 changing where companies need fewer 901 00:30:46,160 --> 00:30:48,220 of the lower tiered agents 902 00:30:48,440 --> 00:30:49,710 and they may take these 903 00:30:49,710 --> 00:30:52,790 agents and retrain them or 904 00:30:52,790 --> 00:30:55,070 repurpose them into new roles. 905 00:30:55,300 --> 00:30:57,030 What about having a tier 906 00:30:57,030 --> 00:30:58,720 one agent now be the 907 00:30:58,720 --> 00:31:01,750 bot supervisor who is supervising 908 00:31:01,750 --> 00:31:04,830 the bot who's answering all 909 00:31:04,830 --> 00:31:06,930 the routine questions that the 910 00:31:07,500 --> 00:31:09,560 agent used to answer? The 911 00:31:09,560 --> 00:31:11,640 agent can take over when 912 00:31:11,640 --> 00:31:13,760 the automation fails or the 913 00:31:13,810 --> 00:31:17,700 agent can recommend new automations 914 00:31:17,800 --> 00:31:20,450 dependent on the customers' incoming 915 00:31:20,450 --> 00:31:22,870 requests. But again, this bot 916 00:31:22,870 --> 00:31:25,670 supervisor or bot manager is 917 00:31:25,670 --> 00:31:27,430 a new role that is 918 00:31:27,430 --> 00:31:29,220 opening up in the contact center 919 00:31:29,220 --> 00:31:31,210 that's perfect for a tier 920 00:31:31,210 --> 00:31:33,210 one agent and it's a 921 00:31:33,210 --> 00:31:34,590 role that didn't exist a couple of 922 00:31:34,910 --> 00:31:36,970 years ago. So what we 923 00:31:36,970 --> 00:31:37,980 also see is that some 924 00:31:37,980 --> 00:31:40,390 jobs are going to become 925 00:31:40,640 --> 00:31:42,660 a lot more important. For 926 00:31:42,660 --> 00:31:46,250 example, think about the roles 927 00:31:46,310 --> 00:31:49,310 that script or create the 928 00:31:49,310 --> 00:31:52,480 content that it fills your FAQs or your 929 00:31:52,480 --> 00:31:54,430 knowledge bases, here on the 930 00:31:54,430 --> 00:31:55,630 screen I call them knowledge 931 00:31:55,630 --> 00:31:58,440 workers. Or think about the 932 00:31:58,590 --> 00:32:00,730 tier three, tier four agents. 933 00:32:02,630 --> 00:32:03,630 The harder work is now 934 00:32:03,630 --> 00:32:05,060 getting to the contact center 935 00:32:05,060 --> 00:32:07,210 agent. And so your agents 936 00:32:07,210 --> 00:32:08,670 have to be retrained, they 937 00:32:08,670 --> 00:32:09,830 have to be up scaled 938 00:32:09,830 --> 00:32:10,870 or perhaps you need a 939 00:32:10,870 --> 00:32:13,130 whole new profile of agents 940 00:32:13,730 --> 00:32:14,900 to work on the really 941 00:32:14,900 --> 00:32:17,950 complex work. We call these 942 00:32:18,000 --> 00:32:19,780 folks super agents. Not only 943 00:32:19,780 --> 00:32:22,760 are they technically competent, they 944 00:32:22,760 --> 00:32:25,070 have all the skills to 945 00:32:25,070 --> 00:32:26,900 be able to answer the 946 00:32:26,900 --> 00:32:29,360 harder questions, but they also 947 00:32:29,360 --> 00:32:33,570 have great emotional intelligence to 948 00:32:33,570 --> 00:32:36,100 be able to relate to 949 00:32:36,100 --> 00:32:38,800 the customer in their anxious 950 00:32:38,800 --> 00:32:41,670 or angry or frustrated state. 951 00:32:42,100 --> 00:32:42,680 And then you're going to 952 00:32:42,680 --> 00:32:43,680 have a whole new set 953 00:32:43,710 --> 00:32:44,960 of jobs that didn't exist 954 00:32:44,960 --> 00:32:47,140 in the contact center. All 955 00:32:47,140 --> 00:32:49,800 the data science roles to 956 00:32:49,800 --> 00:32:50,770 be able to create the 957 00:32:50,780 --> 00:32:52,680 automations, to be able to 958 00:32:53,060 --> 00:32:55,650 create and manage and optimize 959 00:32:55,650 --> 00:32:58,560 the machine learning models. And 960 00:32:58,560 --> 00:33:01,010 then conversational designers. These are 961 00:33:01,010 --> 00:33:05,430 actually business analysts or they 962 00:33:05,430 --> 00:33:09,050 could even be former agents 963 00:33:09,300 --> 00:33:11,230 that are responsible for scripted 964 00:33:11,520 --> 00:33:13,720 bot conversations. So when we 965 00:33:13,720 --> 00:33:16,570 find is that the more 966 00:33:16,570 --> 00:33:18,980 you automate within your contact 967 00:33:18,980 --> 00:33:20,130 center, the more you add 968 00:33:20,130 --> 00:33:23,670 AI, your jobs will slowly 969 00:33:23,670 --> 00:33:25,080 change over time. And let 970 00:33:25,080 --> 00:33:26,530 me tell you two stories. 971 00:33:27,360 --> 00:33:28,480 First of all, there's the 972 00:33:29,420 --> 00:33:33,850 tax service that we probably 973 00:33:33,850 --> 00:33:38,300 all use. They don't hire 974 00:33:38,300 --> 00:33:39,860 agents anymore. They hire two 975 00:33:39,860 --> 00:33:42,150 different roles. The first role 976 00:33:42,150 --> 00:33:44,940 is a software engineer. Somebody 977 00:33:44,940 --> 00:33:46,610 who can trouble shoot their 978 00:33:46,610 --> 00:33:49,410 tax software. The second role 979 00:33:49,410 --> 00:33:50,810 that they hire for is 980 00:33:50,810 --> 00:33:53,040 a tax accountant, somebody who 981 00:33:53,040 --> 00:33:56,240 is able to answer the 982 00:33:56,240 --> 00:33:59,140 harder tax questions that customers 983 00:33:59,140 --> 00:34:02,450 have. So again, they've seen 984 00:34:03,110 --> 00:34:05,160 their jobs change over time. 985 00:34:05,460 --> 00:34:07,570 Pier 1 Imports is really 986 00:34:07,570 --> 00:34:10,780 interesting example. So Pier 1 987 00:34:10,780 --> 00:34:16,480 sells modern furniture over the 988 00:34:16,480 --> 00:34:20,370 web. They don't hire agents 989 00:34:20,370 --> 00:34:23,170 anymore, they hire folks with 990 00:34:24,230 --> 00:34:26,630 design degrees or folks who 991 00:34:26,630 --> 00:34:27,980 have a passion for home 992 00:34:27,980 --> 00:34:29,540 decorating because the questions that 993 00:34:29,540 --> 00:34:30,930 they get aren't about the 994 00:34:30,930 --> 00:34:32,860 dimensions of table or chair 995 00:34:32,860 --> 00:34:36,040 for example. But questions like, 996 00:34:36,270 --> 00:34:38,060 I have yellow walls and 997 00:34:38,060 --> 00:34:39,450 I have a green carpet. 998 00:34:39,480 --> 00:34:41,250 Would the orange couch look 999 00:34:41,250 --> 00:34:42,640 better, would the green couch 1000 00:34:42,640 --> 00:34:44,030 look better? So it's more 1001 00:34:44,030 --> 00:34:47,500 consultancy and advice and they 1002 00:34:47,500 --> 00:34:50,470 find that there's only a 1003 00:34:50,470 --> 00:34:52,220 select number of folks that 1004 00:34:52,220 --> 00:34:54,780 have a real passion for 1005 00:34:54,780 --> 00:34:56,720 home decorating or design and 1006 00:34:56,720 --> 00:34:58,510 they go after those roles. 1007 00:34:58,510 --> 00:34:59,870 What they've also found is 1008 00:34:59,870 --> 00:35:02,000 that they can't source those 1009 00:35:02,000 --> 00:35:05,170 roles within a small geographic 1010 00:35:05,170 --> 00:35:07,070 area to be able to 1011 00:35:07,070 --> 00:35:08,540 staff their contact center. And 1012 00:35:08,540 --> 00:35:10,170 so they actually have had 1013 00:35:10,170 --> 00:35:12,280 to move to a remote 1014 00:35:12,760 --> 00:35:14,300 work at home model for 1015 00:35:14,300 --> 00:35:17,810 their contact center. The other 1016 00:35:17,810 --> 00:35:19,460 big change that's going to 1017 00:35:19,460 --> 00:35:22,110 happen is as the harder work 1018 00:35:22,360 --> 00:35:23,760 gets into your contact center, 1019 00:35:25,710 --> 00:35:27,300 the way that you measure 1020 00:35:27,360 --> 00:35:30,010 outcomes has to change. You 1021 00:35:30,010 --> 00:35:31,850 may not want to hold 1022 00:35:31,920 --> 00:35:34,110 your agents' feet to the 1023 00:35:34,110 --> 00:35:37,230 fire anymore and monitor their 1024 00:35:37,230 --> 00:35:39,410 handle times and their speed 1025 00:35:39,410 --> 00:35:41,330 of answer and all the 1026 00:35:41,330 --> 00:35:43,210 other productivity measures that we 1027 00:35:43,210 --> 00:35:45,350 use in the contact center. You may 1028 00:35:45,350 --> 00:35:47,670 want to be more focused on 1029 00:35:47,730 --> 00:35:49,890 outcomes. How good was the 1030 00:35:49,890 --> 00:35:53,970 interaction, customer satisfaction, quality of 1031 00:35:53,970 --> 00:35:56,440 service metrics that then can 1032 00:35:56,440 --> 00:36:00,100 be tied to customer retention 1033 00:36:00,850 --> 00:36:04,150 and customer lifetime value and 1034 00:36:04,150 --> 00:36:09,040 ultimately company revenue. Shopify for 1035 00:36:09,040 --> 00:36:12,320 example, in one of their 1036 00:36:12,320 --> 00:36:14,300 contact centers they have over 500 1037 00:36:14,300 --> 00:36:17,530 agents and they have moved 1038 00:36:17,580 --> 00:36:19,780 to a quality of service 1039 00:36:19,780 --> 00:36:22,300 metric. They still measure handle 1040 00:36:22,300 --> 00:36:25,150 times mainly to be able 1041 00:36:25,150 --> 00:36:28,610 to appropriately staff their contact 1042 00:36:28,610 --> 00:36:32,070 center, but their agents aren't 1043 00:36:32,430 --> 00:36:37,060 emphasized and penalized on handle 1044 00:36:37,060 --> 00:36:39,740 time or of speed of answers. Again, 1045 00:36:39,780 --> 00:36:42,110 the only measure of success 1046 00:36:42,550 --> 00:36:45,070 and measure of agent success is 1047 00:36:45,070 --> 00:36:48,600 the quality of service. So 1048 00:36:48,600 --> 00:36:50,000 again, as you add AI 1049 00:36:50,000 --> 00:36:51,040 and automation, you've got to 1050 00:36:51,040 --> 00:36:54,410 rethink not only the jobs 1051 00:36:54,920 --> 00:36:57,880 but measures of success metrics 1052 00:36:58,170 --> 00:36:59,690 and as well as your 1053 00:36:59,690 --> 00:37:04,940 workforce staffing policies. So Joe, 1054 00:37:05,670 --> 00:37:07,560 what do you think? I 1055 00:37:07,560 --> 00:37:08,900 love how you brought about 1056 00:37:08,970 --> 00:37:09,850 all of the changes that 1057 00:37:09,850 --> 00:37:10,830 are happening. I think this 1058 00:37:10,830 --> 00:37:12,840 is a really big thing 1059 00:37:12,840 --> 00:37:14,370 and we talk a lot 1060 00:37:14,370 --> 00:37:16,100 about experiences today, right? I 1061 00:37:16,100 --> 00:37:18,070 think we look at experience 1062 00:37:18,070 --> 00:37:19,460 as the platform being our third 1063 00:37:19,460 --> 00:37:20,460 one, and that is about 1064 00:37:20,460 --> 00:37:22,010 as umbrella as umbrella statements 1065 00:37:22,010 --> 00:37:22,940 can get. I want to 1066 00:37:22,940 --> 00:37:24,990 give some detail here around 1067 00:37:24,990 --> 00:37:25,770 what we mean when we 1068 00:37:25,770 --> 00:37:27,390 say experience of the platform 1069 00:37:27,390 --> 00:37:29,430 and why that's important. So 1070 00:37:29,430 --> 00:37:30,910 many companies are going for 1071 00:37:31,290 --> 00:37:33,600 personalized at scale, right? Making 1072 00:37:33,600 --> 00:37:35,060 sure that every customer gets 1073 00:37:35,060 --> 00:37:36,440 the interaction they're looking for. 1074 00:37:36,800 --> 00:37:37,610 There's a few that do 1075 00:37:37,610 --> 00:37:39,190 this really well. When you look 1076 00:37:39,190 --> 00:37:40,480 at Netflix, you don't want 1077 00:37:40,480 --> 00:37:42,550 to browse 20000 movies, that's 1078 00:37:42,630 --> 00:37:43,750 probably not why you're paying 1079 00:37:43,750 --> 00:37:45,310 for it. What do you want to do is 1080 00:37:45,310 --> 00:37:46,360 watch a comedy on a 1081 00:37:46,480 --> 00:37:47,560 Thursday night and you only 1082 00:37:47,560 --> 00:37:48,110 have an hour and a 1083 00:37:48,110 --> 00:37:49,800 half. And when you look 1084 00:37:49,800 --> 00:37:50,930 at other servers there's like 1085 00:37:50,930 --> 00:37:52,310 Lynda which is now LinkedIn 1086 00:37:52,370 --> 00:37:54,990 Learning. I don't want to just take an 1087 00:37:54,990 --> 00:37:56,970 Adobe premiere pro 101 course 1088 00:37:57,080 --> 00:37:57,520 to learn how I'll be 1089 00:37:58,350 --> 00:38:00,220 using this software and I want to be 1090 00:38:00,220 --> 00:38:02,190 a film producer. So it's on 1091 00:38:02,190 --> 00:38:04,220 these companies to curate the 1092 00:38:04,710 --> 00:38:06,620 just wild amounts of content 1093 00:38:06,850 --> 00:38:08,500 they have and make it 1094 00:38:08,500 --> 00:38:10,210 personalized to the person using 1095 00:38:10,210 --> 00:38:11,880 it. This is the year 1096 00:38:11,880 --> 00:38:13,270 that we have that capability 1097 00:38:13,550 --> 00:38:14,670 and this is the year that I think 1098 00:38:14,670 --> 00:38:15,810 we started to see that being 1099 00:38:15,810 --> 00:38:17,670 necessary in the contact centers. 1100 00:38:18,620 --> 00:38:20,050 Today we talked about new 1101 00:38:20,050 --> 00:38:21,840 channels opening up these homes 1102 00:38:21,840 --> 00:38:23,940 or self service agents being 1103 00:38:25,260 --> 00:38:26,830 nudged in certain ways because of 1104 00:38:27,060 --> 00:38:28,350 AI and AI getting this 1105 00:38:28,350 --> 00:38:29,500 new insight. Well something that 1106 00:38:29,500 --> 00:38:31,530 was actually brought up in 1107 00:38:31,530 --> 00:38:32,750 a recent webinar with Ian 1108 00:38:32,750 --> 00:38:34,630 Jacobs towards the notion that 1109 00:38:34,680 --> 00:38:36,920 data science doesn't always know 1110 00:38:36,920 --> 00:38:38,500 contact center and contact center may 1111 00:38:38,790 --> 00:38:40,050 not always know data science. 1112 00:38:40,560 --> 00:38:42,420 So having a platform that 1113 00:38:42,420 --> 00:38:44,090 is unified in that its 1114 00:38:44,090 --> 00:38:46,140 ability to understand why are 1115 00:38:46,140 --> 00:38:47,590 we engaging with that customer 1116 00:38:47,590 --> 00:38:48,830 at this moment of truth 1117 00:38:48,830 --> 00:38:51,070 here and are we personalizing 1118 00:38:51,070 --> 00:38:53,320 this current interaction, the realtime 1119 00:38:53,320 --> 00:38:54,550 data we have about them 1120 00:38:55,060 --> 00:38:56,680 and historical context that we're 1121 00:38:56,680 --> 00:38:58,360 pulling in from integrations around 1122 00:38:58,360 --> 00:39:00,820 them. Lastly, what about that 1123 00:39:00,820 --> 00:39:02,900 context? That context is so 1124 00:39:02,900 --> 00:39:05,020 important so that every conversation 1125 00:39:05,370 --> 00:39:06,500 feels like that customer is 1126 00:39:06,500 --> 00:39:08,420 reaching out to some conversation of 1127 00:39:08,420 --> 00:39:10,150 the company, not just another 1128 00:39:10,150 --> 00:39:11,460 agent that is only talking to them 1129 00:39:11,460 --> 00:39:13,300 right now, but an ongoing 1130 00:39:13,300 --> 00:39:14,970 conversation that not only feeds 1131 00:39:14,970 --> 00:39:17,010 into what's happening between this 1132 00:39:17,010 --> 00:39:19,280 customer and agent relationship but 1133 00:39:19,280 --> 00:39:20,910 also what type of training 1134 00:39:20,910 --> 00:39:22,520 are we providing. We talked 1135 00:39:22,520 --> 00:39:23,350 a lot about that on 1136 00:39:23,350 --> 00:39:25,780 the WEM side around if 1137 00:39:25,780 --> 00:39:27,400 we're training our agents, the 1138 00:39:27,400 --> 00:39:28,410 culture we're building for them 1139 00:39:28,410 --> 00:39:30,130 should be personalized to what they 1140 00:39:30,280 --> 00:39:31,800 need to excel on their 1141 00:39:31,800 --> 00:39:32,980 own as well. I think 1142 00:39:33,120 --> 00:39:34,130 that's really important here is 1143 00:39:34,130 --> 00:39:35,980 that as personalization comes into 1144 00:39:35,980 --> 00:39:37,370 the tools provided to everyone 1145 00:39:37,380 --> 00:39:38,680 in the company, not just 1146 00:39:38,680 --> 00:39:40,200 the interactions that we have here. There's lot 1147 00:39:40,200 --> 00:39:42,800 we can learn. So I 1148 00:39:42,800 --> 00:39:44,260 have babbled, but what I want 1149 00:39:44,300 --> 00:39:46,750 to talk about is experience of platform being 1150 00:39:46,750 --> 00:39:48,500 important as having a commonality 1151 00:39:48,500 --> 00:39:49,760 to do this in unison 1152 00:39:50,060 --> 00:39:51,130 across all the things we 1153 00:39:51,130 --> 00:39:52,900 talked about today. And with 1154 00:39:52,900 --> 00:39:54,450 that I want to end 1155 00:39:54,450 --> 00:39:55,400 on our, what it means 1156 00:39:55,400 --> 00:39:56,540 slides before we open up 1157 00:39:56,540 --> 00:39:57,130 to that Q& A. So 1158 00:39:58,250 --> 00:39:58,850 Kate to kind of bring 1159 00:39:58,850 --> 00:40:00,090 it back to you here, 1160 00:40:00,350 --> 00:40:02,170 is there any of these five points 1161 00:40:02,170 --> 00:40:03,640 that you wanted to highlight as 1162 00:40:03,640 --> 00:40:04,880 we end today, before the 1163 00:40:04,880 --> 00:40:08,280 Q& A? I think it 1164 00:40:08,670 --> 00:40:10,010 all starts with the customer, 1165 00:40:10,390 --> 00:40:14,500 understanding your customer, whether you're 1166 00:40:14,500 --> 00:40:16,170 a consumer brand or you're a B2B 1167 00:40:17,140 --> 00:40:19,750 brand, understand the customer and 1168 00:40:19,750 --> 00:40:22,830 understand the value of supporting 1169 00:40:22,830 --> 00:40:24,470 your customer in the way 1170 00:40:24,470 --> 00:40:25,670 that they want to be 1171 00:40:25,670 --> 00:40:28,280 supported because better customer experiences 1172 00:40:28,510 --> 00:40:30,740 will ultimately translate into a 1173 00:40:30,740 --> 00:40:32,890 more loyal customer base that 1174 00:40:32,890 --> 00:40:35,630 will then translate into increased 1175 00:40:35,630 --> 00:40:38,380 customer retention and ultimately revenue. 1176 00:40:38,840 --> 00:40:40,470 And so understanding your customer, 1177 00:40:40,470 --> 00:40:41,880 you also have to understand 1178 00:40:41,880 --> 00:40:42,740 that they want their time 1179 00:40:42,740 --> 00:40:44,380 to be valued and that 1180 00:40:44,380 --> 00:40:45,920 they want to self serve 1181 00:40:46,150 --> 00:40:47,030 as a first point of 1182 00:40:47,030 --> 00:40:48,840 contact with the company and 1183 00:40:48,840 --> 00:40:50,390 that they are moving to 1184 00:40:50,390 --> 00:40:53,210 digital interactions. Whether it's voice 1185 00:40:53,210 --> 00:40:56,140 self service, whether it's asynchronous 1186 00:40:56,140 --> 00:40:58,580 messaging or whether it's synchronous 1187 00:40:58,580 --> 00:41:00,280 chat, but you really have 1188 00:41:00,280 --> 00:41:03,680 to understand your customers, the 1189 00:41:03,680 --> 00:41:04,850 way they want to interact 1190 00:41:04,850 --> 00:41:06,100 with you and support you're 1191 00:41:06,100 --> 00:41:08,490 customers and the modalities that they 1192 00:41:08,490 --> 00:41:10,450 want to use. As you 1193 00:41:10,450 --> 00:41:11,460 do that, you're going to 1194 00:41:11,460 --> 00:41:12,930 find that your customers want 1195 00:41:13,260 --> 00:41:14,230 to engage with you more 1196 00:41:14,230 --> 00:41:15,410 and more. It's a two 1197 00:41:15,410 --> 00:41:17,220 way relationship but you can't 1198 00:41:17,220 --> 00:41:19,430 keep up with the ballooning 1199 00:41:19,430 --> 00:41:21,520 volumes of interactions. So you've got to 1200 00:41:21,520 --> 00:41:23,800 turn to AI and automation 1201 00:41:23,800 --> 00:41:25,280 to be able to automate 1202 00:41:25,330 --> 00:41:29,020 as much of the interaction 1203 00:41:29,080 --> 00:41:30,900 or the engagement as possible 1204 00:41:31,220 --> 00:41:34,310 and then leave the value 1205 00:41:34,310 --> 00:41:37,030 added interactions to humans. So 1206 00:41:37,030 --> 00:41:38,660 it's AI and automation, like 1207 00:41:38,660 --> 00:41:41,240 Joe said, working together with 1208 00:41:42,040 --> 00:41:44,540 your agents. As you add 1209 00:41:44,540 --> 00:41:46,470 AI and automation to your 1210 00:41:46,470 --> 00:41:50,870 operations, realize that the work 1211 00:41:51,030 --> 00:41:52,960 that your line agents do, 1212 00:41:53,000 --> 00:41:54,560 whether they're digital agents or 1213 00:41:54,560 --> 00:41:55,770 whether they're phone agents is 1214 00:41:56,150 --> 00:41:57,090 going to change, it's going 1215 00:41:57,090 --> 00:41:59,430 to get harder. So your 1216 00:41:59,430 --> 00:42:00,650 interactions are going to get 1217 00:42:00,640 --> 00:42:03,090 longer, the work is going 1218 00:42:03,090 --> 00:42:05,160 to get harder. And so 1219 00:42:05,160 --> 00:42:08,030 you need to train to 1220 00:42:08,030 --> 00:42:09,670 up level your agents. You 1221 00:42:09,670 --> 00:42:11,540 need to staff them differently, 1222 00:42:11,540 --> 00:42:13,180 you need to measure them 1223 00:42:13,180 --> 00:42:15,750 differently. You need to think 1224 00:42:15,750 --> 00:42:18,240 about career pathing them. You need 1225 00:42:18,240 --> 00:42:20,170 to make your agents comfortable 1226 00:42:20,230 --> 00:42:22,630 with AI and automation and 1227 00:42:22,630 --> 00:42:24,270 explain the value of these 1228 00:42:24,270 --> 00:42:25,850 technologies to agents and then 1229 00:42:25,850 --> 00:42:30,830 career path them into roles 1230 00:42:30,830 --> 00:42:32,780 where they have a greater 1231 00:42:32,780 --> 00:42:35,840 impact to the end customer. 1232 00:42:36,140 --> 00:42:37,210 If you do that well, you're going to 1233 00:42:37,480 --> 00:42:39,030 find out that your agents want to 1234 00:42:39,030 --> 00:42:42,340 stay with you longer. Your 1235 00:42:42,340 --> 00:42:44,240 contact center's actually becoming a 1236 00:42:44,240 --> 00:42:45,590 more attractive place to work 1237 00:42:45,590 --> 00:42:51,060 in. And again, look at 1238 00:42:51,060 --> 00:42:52,260 the measures of success. I 1239 00:42:52,260 --> 00:42:53,700 guess that's my bullet five 1240 00:42:54,390 --> 00:42:56,490 and think back to being 1241 00:42:56,490 --> 00:42:58,410 customer centric, think about customer 1242 00:42:58,410 --> 00:43:01,210 centric measures of success. And Joe what 1243 00:43:01,210 --> 00:43:01,940 else? What did I miss? 1244 00:43:03,000 --> 00:43:04,070 I know everyone has heard 1245 00:43:04,070 --> 00:43:05,220 enough from me today, but 1246 00:43:05,220 --> 00:43:05,870 if I think I can 1247 00:43:05,870 --> 00:43:07,170 end it with one sentiment, 1248 00:43:07,410 --> 00:43:08,440 it all comes down to 1249 00:43:08,440 --> 00:43:10,140 what you said, it's trust. 1250 00:43:10,580 --> 00:43:11,390 Even before we get to 1251 00:43:11,390 --> 00:43:12,320 the data we'd like to 1252 00:43:12,320 --> 00:43:14,050 use to build machine learning 1253 00:43:14,050 --> 00:43:15,400 models to help our agents, 1254 00:43:15,400 --> 00:43:16,420 it just comes down to 1255 00:43:16,420 --> 00:43:17,460 do we have that trust 1256 00:43:17,460 --> 00:43:19,080 with the customer? And that's 1257 00:43:19,080 --> 00:43:20,680 the seed. I think it's 1258 00:43:20,680 --> 00:43:22,900 so important that you construct 1259 00:43:22,900 --> 00:43:25,340 these interactions and these experiences 1260 00:43:25,340 --> 00:43:26,290 that are built around the 1261 00:43:26,290 --> 00:43:28,090 notion of is this something 1262 00:43:28,090 --> 00:43:29,270 that's good for the customer? 1263 00:43:29,610 --> 00:43:30,390 And then you'll have the 1264 00:43:30,400 --> 00:43:31,810 data to make those insights. 1265 00:43:31,970 --> 00:43:32,580 And then if you take 1266 00:43:32,580 --> 00:43:33,500 care of that data and use 1267 00:43:33,500 --> 00:43:35,090 it effectively, you have those 1268 00:43:35,090 --> 00:43:36,470 insights to train your agents 1269 00:43:36,470 --> 00:43:37,300 and help them on those 1270 00:43:37,300 --> 00:43:39,230 interactions. But it all starts 1271 00:43:39,230 --> 00:43:40,510 with the notion that you 1272 00:43:40,510 --> 00:43:41,780 have to have that trust 1273 00:43:42,050 --> 00:43:44,410 to get that ability. And 1274 00:43:44,410 --> 00:43:45,960 with that, I think we 1275 00:43:45,960 --> 00:43:46,700 can open it up to a 1276 00:43:46,700 --> 00:43:48,110 few questions here today too. 1277 00:43:48,170 --> 00:43:49,310 Thanks so much to everyone 1278 00:43:49,310 --> 00:43:50,250 and again for sticking with 1279 00:43:50,250 --> 00:43:55,080 us here. Thanks Joe. So 1280 00:43:55,160 --> 00:43:56,970 to remind everybody, if you 1281 00:43:56,970 --> 00:43:57,900 want to participate in the 1282 00:43:57,900 --> 00:43:58,760 quick Q& A that we're 1283 00:43:58,760 --> 00:43:59,910 going to have time for, 1284 00:44:00,900 --> 00:44:01,590 go ahead and throw those 1285 00:44:01,590 --> 00:44:03,130 questions into the Q& A window 1286 00:44:03,130 --> 00:44:03,980 in the top center of 1287 00:44:03,980 --> 00:44:05,870 your screen. And although we 1288 00:44:05,870 --> 00:44:06,900 are almost at a time, 1289 00:44:06,910 --> 00:44:08,660 we'll have enough time for 1290 00:44:08,660 --> 00:44:09,790 about one question that we 1291 00:44:09,790 --> 00:44:11,050 have so far. But don't 1292 00:44:11,050 --> 00:44:12,730 fret, throw your questions in 1293 00:44:12,730 --> 00:44:13,780 there and we'll follow up 1294 00:44:13,780 --> 00:44:15,290 with you via email within 1295 00:44:15,290 --> 00:44:16,480 the next few business days. 1296 00:44:17,580 --> 00:44:18,730 So we did have one 1297 00:44:18,730 --> 00:44:21,290 question regarding demographics Kate, do 1298 00:44:21,860 --> 00:44:22,730 or do you have any 1299 00:44:22,730 --> 00:44:25,270 information of these trends that you discussed 1300 00:44:25,810 --> 00:44:27,970 today or are the same 1301 00:44:27,970 --> 00:44:29,680 across all age groups? Or 1302 00:44:29,680 --> 00:44:30,440 can you go into a 1303 00:44:30,440 --> 00:44:33,490 little bit about the demographics? Yeah, 1304 00:44:33,490 --> 00:44:34,960 they're basically the same across 1305 00:44:34,960 --> 00:44:38,380 all age groups except the... 1306 00:44:41,570 --> 00:44:44,410 what's the demographic of a 75 1307 00:44:44,410 --> 00:44:46,570 year old plus? I forget. 1308 00:44:46,570 --> 00:44:48,120 It's not the golden generation. 1309 00:44:48,120 --> 00:44:53,470 Is it the silent generation? So 1310 00:44:53,500 --> 00:44:57,750 baby boomers, gen Xs, millennials, 1311 00:45:02,420 --> 00:45:06,440 gen Zs, all show that 1312 00:45:06,440 --> 00:45:10,050 they are... because self service has 1313 00:45:10,050 --> 00:45:12,010 gone so good, they are 1314 00:45:12,010 --> 00:45:13,350 self- serving as a first 1315 00:45:13,350 --> 00:45:14,520 point of contact. Of course 1316 00:45:14,520 --> 00:45:17,230 the younger generations self serve 1317 00:45:17,230 --> 00:45:19,350 at a rate that's higher 1318 00:45:19,990 --> 00:45:21,310 and more frequent than the 1319 00:45:21,310 --> 00:45:24,320 older generations. But all demographics 1320 00:45:24,320 --> 00:45:26,110 self serve as a first point of contact 1321 00:45:26,110 --> 00:45:28,110 and all demographics have turned 1322 00:45:28,110 --> 00:45:29,610 to digital engagement to be 1323 00:45:29,610 --> 00:45:32,290 able to reduce friction with 1324 00:45:32,290 --> 00:45:34,410 the exception of the, I 1325 00:45:34,410 --> 00:45:35,410 think it's the 70 or 1326 00:45:35,410 --> 00:45:37,830 75 plus age group that 1327 00:45:37,830 --> 00:45:40,030 is still very phone centric. 1328 00:45:40,320 --> 00:45:42,650 There are some geographic differences, 1329 00:45:42,690 --> 00:45:48,830 there are some slight demographic 1330 00:45:48,830 --> 00:45:51,070 differences. But the trends that 1331 00:45:51,070 --> 00:45:52,910 we have articulated on this 1332 00:45:52,910 --> 00:45:59,070 webinar are fairly common, again, 1333 00:45:59,070 --> 00:46:02,390 across all demographics. So the 1334 00:46:02,390 --> 00:46:03,420 data that I showed was 1335 00:46:03,420 --> 00:46:04,710 from dimension data. If you 1336 00:46:04,710 --> 00:46:06,280 go to their site and 1337 00:46:06,280 --> 00:46:09,100 you can actually segment it 1338 00:46:09,160 --> 00:46:10,780 and drill into it by 1339 00:46:10,780 --> 00:46:13,590 geography and by demographic and 1340 00:46:14,890 --> 00:46:17,410 again, you'll see there are 1341 00:46:17,410 --> 00:46:19,300 regional differences, there are demographic 1342 00:46:19,300 --> 00:46:23,200 differences, but the overarching statements 1343 00:46:23,200 --> 00:46:24,710 that we made are accurate 1344 00:46:25,470 --> 00:46:26,510 and are reflected in the 1345 00:46:26,510 --> 00:46:29,680 data. Joe, anything you want 1346 00:46:29,680 --> 00:46:31,640 to add? I think that 1347 00:46:31,640 --> 00:46:32,670 was a great way to 1348 00:46:32,670 --> 00:46:34,150 end it. I know there's 1349 00:46:34,150 --> 00:46:35,480 more questions in there and 1350 00:46:35,480 --> 00:46:36,880 we can absolutely follow up 1351 00:46:36,880 --> 00:46:38,410 on those, but definitely some 1352 00:46:38,410 --> 00:46:39,950 deeper dives into the nuances 1353 00:46:39,950 --> 00:46:41,300 of agent assist or even 1354 00:46:41,600 --> 00:46:43,210 how business users can have 1355 00:46:43,210 --> 00:46:44,300 a big effect on bot 1356 00:46:44,300 --> 00:46:45,650 building and not need a 1357 00:46:45,650 --> 00:46:47,010 data scientist and everything. But 1358 00:46:47,540 --> 00:46:48,340 we will make sure to 1359 00:46:48,340 --> 00:46:49,180 follow up on that as 1360 00:46:49,180 --> 00:46:53,700 well. And to that, we 1361 00:46:53,700 --> 00:46:54,720 will go ahead and start 1362 00:46:54,720 --> 00:46:56,650 to close out today. So 1363 00:46:56,650 --> 00:46:57,390 all of the data that we 1364 00:46:57,390 --> 00:46:59,100 talked about, all of these trends 1365 00:46:59,100 --> 00:47:00,920 that we discussed within the 1366 00:47:00,920 --> 00:47:02,580 resource list below the Q& A 1367 00:47:02,580 --> 00:47:03,370 window, we do have the 1368 00:47:03,370 --> 00:47:04,810 full report so be sure 1369 00:47:04,810 --> 00:47:06,130 to click and download that 1370 00:47:06,350 --> 00:47:07,650 today. And also be sure 1371 00:47:07,650 --> 00:47:09,260 to check out our upcoming 1372 00:47:09,260 --> 00:47:10,810 webinars and you can click 1373 00:47:10,810 --> 00:47:11,770 the links to that page 1374 00:47:11,770 --> 00:47:13,760 as well. Also as a 1375 00:47:13,760 --> 00:47:16,610 friendly reminder, when you click 1376 00:47:16,610 --> 00:47:17,480 on those, they'll open up 1377 00:47:17,480 --> 00:47:18,190 in a new tab. Be 1378 00:47:18,190 --> 00:47:19,090 sure to click them before 1379 00:47:19,090 --> 00:47:21,230 today's session closes out or 1380 00:47:21,230 --> 00:47:22,130 you will receive an on 1381 00:47:22,130 --> 00:47:23,340 demand recording within the next 1382 00:47:23,340 --> 00:47:24,820 few business days. So just 1383 00:47:24,820 --> 00:47:26,080 be on the lookout. And 1384 00:47:26,080 --> 00:47:27,200 with that, on behalf of 1385 00:47:27,200 --> 00:47:28,590 Joe, Kate and the entire 1386 00:47:28,590 --> 00:47:30,060 Genesys team, we thank you 1387 00:47:30,060 --> 00:47:31,790 again for joining today's webcast, 1388 00:47:31,870 --> 00:47:33,780 Mega Trends Shaping Customer Service 1389 00:47:33,780 --> 00:47:35,850 in 2020. Until next time, 1390 00:47:35,980 --> 00:47:37,010 have a good one everyone. 1391 00:47:39,810 --> 00:47:39,830 Bye bye.[mktoform cta_header="WATCH THE ON-DEMAND RECORDING" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpm5QAA"] Meet the Speakers Kate Leggett VP & Principal Analyst Forrester Research Joe Ciuffo Product Marketing Director Genesys Genesys Webcast Genesys Winter Innovations 2020 [webinarschedulesingle][cutoff co_thick="2px"]Genesys Winter Innovations continues our commitment to offer flexible options for all customers — whether you’re on-premises or in the cloud. Tune in to learn firsthand what’s new with Genesys and how these innovations will propel your business forward this year. Hear Genesys product leaders discuss what’s new in digital, inbound, outbound, orchestration, artificial intelligence, unified communications, reporting, analytics and more. You’ll also get an update on our innovation vision and strategy — and how to use these new capabilities to deliver business results right now. Register now for this on-demand webinar to learn about: New capabilities in Genesys Cloud, formerly the PureCloud product What’s new with Genesys Engage, formerly the PureEngage application New features available as cloud services specifically for Genesys on-premises customers [mktoform cta_header="WATCH NOW" cta_button="Watch Now!" cms_hold="RG" cid_id="7011T000001kpfnQAA"] Meet the Speakers Janelle Dieken SVP, Solutions and Product Marketing Genesys Mike Szilagyi SVP, Product Management Genesys Tod Famous VP, Product Management Genesys Demo Webinar: See Genesys Cloud in action: What to expect on Day One [webinarschedulesingle][cutoff co_thick="2px"]You’ve made the switch to the Genesys Cloud platform. It’s exciting, but maybe you don’t know what to expect. Join us for the January 2020 demo to learn what the first day in Genesys Cloud looks like. Administrators - Learn about scheduling, script creation and basic workforce management techniques. See how Genesys Cloud simplifies tasks. Agents – Explore voice interaction and see how unified communications will make your job easier. Navigate schedules and learn how to request changes, as needed. Supervisors - Learn how to find and leverage real-time analytics to drive better results in your call center. Manage queues and understand your metrics. Kick off the new year (and decade) right. Optimize your new cloud-based solution from the start.[mktoform cta_header="REGISTER NOW" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kpdXQAQ"] Meet the Speaker Rian Logan Senior Strategic Sales Consultant Genesys
h1|Scopri le ultime novità insieme ad esperti, analisti e clienti
h2|Prossimi webinar Webinar on-demand più richiesti
h4|Migration to the Cloud: from Call Centre to Experience as a Service. Experience as a Service, la nuova frontiera del Contact Management Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Channel Surfing: Mastering Digital Channels for your business Your contact center, your way: Built in 30 minutes IL FUTURO DEL CONTACT CENTER COME L’INTELLIGENZA ARTIFICIALE STA CAMBIANDO IL RAPPORTO AZIENDA-CLIENTE Experience as a Service, la nuova frontiera del Contact Management Migration to the Cloud: from Call Centre to Experience as a Service. Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX: Built for enterprise Get More from Your Contact Center Analytics for Less See Genesys Cloud in action: The 20-minute chatbot build Overcoming Remote Agent Challenges With Active Voice Biometrics Experience as a Service, la nuova frontiera del Contact Management Migration to the Cloud: from Call Centre to Experience as a Service. IL FUTURO DEL CONTACT CENTER COME L’INTELLIGENZA ARTIFICIALE STA CAMBIANDO IL RAPPORTO AZIENDA-CLIENTE Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Perché le aziende che si affidano al CcaaS stanno vincendo la sfida della CX Libera la potenza trasformativa dell’AI per i contact center Aumenta il tasso di conversione web grazie all’intelligenza artificiale e al machine learning Trasforma i Visitatori Web In Clienti Usando l’Intelligenza Artificiale e il Machine Learning Nel 2019 Ridisegnare la Customer Experience attorno all’Internet of Things (IoT) Get More from Your Contact Center Analytics for Less See Genesys Cloud in action: The 20-minute chatbot build Overcoming Remote Agent Challenges With Active Voice Biometrics [Webinar Bytes] Why your CX solution must be multicloud (and might already be) [Webinar Bytes] Connect the dots with Genesys and Adobe Cost-effective contact center modernization with AI-driven knowledge Your analytics expressway: Built for enterprise Your call center, your way: Built in 30 minutes See Genesys Cloud in action – Simplicity from the start: Day one with Genesys Cloud Why your CX solution must be multicloud (and might already be) Connect the dots with Genesys and Adobe [Webinar Bytes] 2021 Contact Center Buyers Guide Webinar 2021 Contact Center Buyers Guide Webinar See Genesys Cloud in action: Predictive Engagement Meet 2021 call center KPIs with a CRM-hosted CTI How to keep up with complex and evolving reporting requirements Genesys Innovations – Quarterly Webinar See Genesys Cloud in action: Accurately plan for 2021 with WEM Improve efficiency with AI and automation in 2021 [Webinar Bytes] All your Contact Center AI security questions answered Overcoming remote agent challenges with active voice biometrics [Webinar Bytes] Make personalized customer experience a reality with Genesys AI How voice technology changes the customer experience [Webinar Bytes] Five successful habits of a CX Hero [Webinar Bytes] Genesys + Zoom: Seamless cloud communications for great customer experiences Take control of digital channels with predictive engagement Integrate Microsoft Teams with Genesys Cloud CCaaS in 2020: Trends informing the movement [Webinar Bytes] 5 things to consider when building chatbots Enhance customer experience with improved audio performance Reduce handle times and improve customer experience with instant video calls Maintain work-from-home productivity and PCI compliance with remote monitoring [Webinar Bytes] AI in the contact center: The promise, reality and future [Webinar Bytes] Unlock the transformative power of AI for contact centers See Genesys Cloud in action: Level up employee engagement with gamification Multicloud for the future of customer and employee experience Top five ways to prepare your contact center for a post-pandemic world Reinventing speech synthesis for personalized CX and brand Make quality and compliance certain, using AI, in a time of uncertainty A look at voice biometrics and why you should care Game on: Engage your at-home workforce See Genesys Cloud in action: Bot Integration Genesys innovations — what’s new GovLoop Online Training Using data to drive agent performance How to turbocharge your employee experience with data-led gamification See Genesys Cloud in action: Salesforce Integrations [Webinar Bytes] The new normal: Redefining business continuity Straight talk on end of support The psychology of motivating contact center employees [Webinar Bytes] Managing change: From on-premises to cloud FCW Cloud Summit – Innovation in Government: Best Practices When Migrating to the Cloud Improve productivity while increasing customer satisfaction Unlock the transformative power of AI for contact centers New Standards for Contact Center Performance State of The Contact Center Technology Genesys Cloud: The power of a visionary workforce engagement solution CX Virtual Tour: Moving from PureConnect to Genesys Cloud AI and the Contact Center Enterprise Connect: Why Your Contact Center Should Be Migrating to the Cloud GovLoop Fireside Chat: How the Cloud Can Boost Employee Engagement See Genesys Cloud in action: Keep your employees happy AI in the contact center: The promise, reality and future GovLoop Fireside Chat – How the Cloud Can Enhance Customer Experience GovLoop Fireside Chat – How the Cloud Can Impact Citizen Trust [Webinar Bytes] Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud How to launch self-service knowledge fast Five successful habits of a CX Hero Genesys + Zoom: Seamless cloud communications for great customer experiences How Gov Can Enhance Customer Experience Managing change: From on-premises to cloud The role of Voice AI in business continuity Five ways to leverage AI and agent assist to improve customer experience Make personalized customer experience a reality with Genesys AI See Genesys Cloud in action: Let’s get digital Three ways to extend your cloud contact center All your Contact Center AI security questions answered The new normal: Redefining business continuity CX Heroes: 5 habits of successful contact center managers and agents Looking At 2020: Is Your Contact Center Really Customer-Centric? 3 Pillars of Cloud: Applications, Data, Infrastructure [Webinar Bytes] 5 ways to improve customer service and personalization Monitoring remote agents for engagement, performance and insights See Genesys Cloud in action: Drive better customer experience with AI CX Heroes: 5 ways to improve customer service and personalization [Webinar Bytes] Megatrends shaping customer service in 2020 The cloud conversational AI chatbot designed and built for Genesys Cloud Genesys Engage + Microsoft Azure: Transform your customer experience in the cloud Megatrends shaping customer service in 2020 Genesys Winter Innovations 2020 See Genesys Cloud in action: What to expect on Day One Assistenza dal vivo Assistenza dal vivo
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sp|Impatto del COVID-19. +39.039.225.0400 On-demand Webinar On-demand Webinar On-demand Webinar 04/14/2021 05/05/2021 [email protected] [email protected] [email protected] [email protected] +39.039.225.0457 | | |
pa|Vraag een demo aan Probeer gratis Design your solution Offerte Aanvragen Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys® verzorgt jaarlijks meer dan 70 miljard opmerkelijke klantervaringen voor organisaties in meer dan 100 landen. Dankzij de kracht van de cloud en AI verbindt onze technologie elk klantmoment via alle marketing-, sales- en servicekanalen en wordt tegelijkertijd de ervaring van medewerkers verbeterd. Genesys is de pionier in Experiences as a Service℠, waarmee organisaties van elke grootte echte personalisatie op schaal kunnen bieden, klanten met empathie kunnen benaderen en het vertrouwen en de loyaliteit van klanten kunnen vergroten. Dit wordt mogelijk gemaakt door Genesys Cloud™, een all-in-one oplossing en het wereldwijd toonaangevende, openbare cloudgebaseerde contactcenterplatform dat is ontworpen voor snelle innovatie, schaalbaarheid en flexibiliteit. Copyright © 2021 Alle rechten voorbehouden.
di|Wis IDG Webcast [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]In March 2020 organisations around the globe accelerated their digital transformation projects. In a few short weeks, businesses had to take drastic measures which may have taken years under different circumstances. Yet now, businesses are asking themselves what will the customer relationship look like once this crisis is over and traditional experiences change? This on-demand webcast discusses the future of work, the investments businesses need to make, and how they can effectively serve their customers in tomorrow’s unique conditions. Watch this exclusive webcast now to find out more.[mktoform cta_header="On-Demand webcast" cta_button="View now!" form_p_target="custom" cms_hold="RG" cid_id="7011T000001t7RqQAI" url="https://vimeo.com/valomedia/review/432564913/41adb4ffc9"] Meet the Speakers David van Dantzig Speaker Title Line 2 Computerwork IDG Steven van Belleghem International keynote speaker Genesys [this_page_title] Helping customers transform their Customer Experience [cutoff co_thick="2px"] Thursday, October 17, 2019 at 12-12.30 AM Do you want to increase first contact resolution with 19% and reduce handle time with 40 seconds? With the Genesys Omnichannel Agent tool we unify voice, email, chat, sms, … Due to this Agent tool we create seamless, personalised engagements across all channels throughout the entire customer journey. Your customers, agents and reps can shift between channels without losing context. Your business can expertly design, launch and monitor even the most complex customer journeys using routing to automatically deliver interactions to the best available resource. It’s all part of the Genesys approach to omnichannel customer engagement. Needless to state that all these customer journeys can be tracked via our Supervisor tools.​​​​ During this webinar we will provide a demo of the Genesys Agents and Genesys supervisor toolings.[mktoform cta_header="Webinar Registration" cta_button="Register Now!" cms_hold="RG" cid_id="7011T000001kln4QAA"] Meet the Speaker Peter Meert Genesys [this_page_title] 12 September 2019 – Time: 12.00[cutoff co_thick="2px"]Come see the benefits of Genesys Messaging for Apple Business Chat Beta with a demo powered by Kate, the Customer Experience AI. It is a new way for users to communicate directly with businesses using the Messages app on iPhone and iPad devices. You will learn how to use Genesys Messaging for Apple Business Chat Beta and how you can deliver the seamless, connected experiences your customers want, powered by Genesys. You will do this by:Leveraging a single omnichannel customer experience platform with persistent context.Providing integrated agent assistance and a rich agent experience with full awareness and context using patented Blended AI by Genesys, including Customer Experience AI known as Kate.Supporting key Apple Business Chat Beta features. Get your pulse racing as you glean ideas on how to get started with Genesys Messaging for Apple Business Chat to improve customer experience.​ Meet the Speakers Jaap Dijkhuizen Solutions Consultant Benelux, Genesys [this_page_title] 21 June 2019 – Time: 12.00[cutoff co_thick="2px"] During this webinar, we show how easily you can build a bot in Genesys Cloud with the help of Amazon Lex. Gone are the times where you needed a developer to develop a good and stable chatbot. ​ [genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2F1ZtSlY8RAEEpT-m_rsr1N_eoJzverCSVUaQSefqPt1A|title:Watch%20the%20recording||"] Meet the Speakers Terrence Hotting Solutions Consultant Benelux, Genesys Peter Meert Helping customers transform their Customer Experience [this_page_title] 14 June 2019 – Time: 12.00[cutoff co_thick="2px"]During this webinar we will provide you with an overview of how we will integrate voice and chatbots with Genesys Connect. We will also briefly discuss the Google Dialogflow integration with Genesys Connect. ​[genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FnAW0wvoAMzmulsFqnJBoHXn4p-F9fhw1ifWxBkJd9O2wIumekTziMw%2520|title:Watch%20the%20recording||"] Meet the Speakers Wesley Boudzovitch Solutions Consultant Benelux, Genesys [this_page_title] 6 June 2019 – Time: 12.00[cutoff co_thick="2px"] This webinar will provide you with a high level overview and general understanding of how chat and voice bots can be integrated into the Genesys Customer Experience platform. We will also briefly discuss the general trends in the market, the benefits of integration, the do’s and don’ts, …​​ [genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FQbAbMHlx2ps2p4MjNQ8AR1TaeLBBokO1vzZtyQ_vG3qwIumekTziMw|title:Watch%20the%20recording||"] Meet the Speakers Jaap Dijkhuizen Solutions Consultant Benelux, Genesys Matthijs van Laar Solutions Consultant Benelux, Genesys [this_page_title] 23 May 2019 – Time: 12.00[cutoff co_thick="2px"] In this webinar we will provide the key benefits of integrating WhatsApp and SMS into the Genesys Cloud environment. Also a short demo of these new added channels is part of this webinar. [genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FqlCeCi9aO0jUfm0BwKU1Qvr6_-DtgMVu61r7XZ62u8ewIumekTziMw|title:Watch%20the%20recording||"] Meet the Speakers Terrence Hotting Solutions Consultant Benelux, Genesys [this_page_title] 10 May 2019 – Time: 12.00[cutoff co_thick="2px"]​In this webinar you will learn what are the benefits of integrating the Genesys Omnichannel Solutions with the Salesforce system. We will provide a demo of the possible integrations (Genesys Engage, Genesys Connect and Genesys Cloud) and also give an overview of the key benefits you will get by integrating Genesys with Salesforce. ​​[genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FbqIO5_WFs25UZ2sxk3jTh-IYbo4jNP0mMVFuGFrQ-5GwIumekTziMw|title:Watch%20the%20recording||"] Meet the Speakers Terrence Hotting Solutions Consultant Benelux, Genesys Jaap Dijkhuizen Solutions Consultant Benelux, Genesys Matthijs van Laar Solutions Consultant Benelux, Genesys [this_page_title] 10 Januari 2019 – Time: 16.00[cutoff co_thick="2px"]Connect the dots on customer patterns​: Genesys Altocloud will enable businesses to score and predict a consumer’s journey in real time across channels, while they are live on a website, using a mobile app or in a conversation with an employee. This is achieved through AI and machine learning, which use pre-defined personas and past behavior analysis to automatically predict consumer outcomes and give context to the customer’s journey. As a result, organizations can deliver the next best action by the right employee for improved success rates. This webinar explains what Genesys Altocloud will bring to your business.[genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FdMYqf74Pb24-VCL4WXD4H_IWoJqDbfwQ6nDeHs29WI-wIumekTziMw%2520|title:Watch%20the%20recording||"] Meet the Speakers Jaap Dijkhuizen Solutions Consultant Benelux, Genesys [this_page_title] 13 December 2018 – Time: 16.00[cutoff co_thick="2px"]Business leaders are looking for ways to meet their key business objectives more effectively and efficiently. But with the everchanging landscape of customer behaviour and disparate technologies, finding a way to impact the business can be a challange. Using your customer and agent data Genesys Predictive Routing leverages the power of AI and machine learning to connect each customer interaction with the most appropriate resource to drive the business outcomes such as first contact resolution, revenue increase and customer satisfaction. ​​In this webinar it will be explained how Genesys Predictive Routing can model and predict the best possible routing to your agents in order to meet the business objectives.​​​[genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FNAdy4KU0d2vavkv1wqkOISkgZ2N1W5dYa9_WRQyw3YCwIumekTziMw%3FstartTime%3D1544713243000|title:Watch%20the%20recording||"] Meet the Speakers Matthijs van Laar Solutions Consultant Benelux, Genesys [this_page_title] 8 November 2018 – Time: 16.00[cutoff co_thick="2px"]Investing in employee success is critical to every business. Numerous studies show that having happy and engaged employees is directly correlated with success – for your employees and your business. A vital first step is to define the precise skills, knowledge and attributes that are required for each job-role, so that you can hire the right person for the role with confidence. Your employees are assessed for knowledge and skills through web based assessments, so organisations fully understand their strengths and weaknesses and what they need be educated on or trained in.​[genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FZpQxXwMgsb0VrykJeWtGZecse5IBYuqV53XJRVkQvimwIumekTziMw|title:Watch%20the%20recording||"] Meet the Speakers Wesley Boudzovitch Solutions Consultant Benelux, Genesys [this_page_title] 5 October 2018 – Time: 15.00[cutoff co_thick="2px"]The demand for Contact Center as a Service solution is increasing rapidly. According to Gartner, the CCaaS market will grow by about 25% per year for the coming years. In addition, the demand to integrate the contact centre solution into CRM and other systems increase ​proportionally. At the end of 2015, we launched Genesys Cloud as the next generation Cloud Customer eXperience platform to meet these needs. That is why we organize the webinar “Agile customer contact with Genesys Cloud” on Friday 5th October 2018 from 15:00 to 16:00. Genesys would like to invite you to this free session.​ The knowledge session will consist of two parts. The first part is about the benefits of Genesys Cloud as a platform. The second part is a live demo of the solution. There will be time to ask questions that will be answered immediately.[genesysbutton gb_size="extra-large" gb_align="align-center" gb_style="genesys-orange-fill" gb_link="url:https%3A%2F%2Fgenesys.zoom.us%2Frecording%2Fshare%2FxdzGP9dK2yw2YrhJI9dYp4EmWzxayIikZewdmcdRvAywIumekTziMw|title:Watch%20the%20recording||"] Meet the Speakers Terrence Hotting Solutions Consultant Benelux, Genesys
h1|Webinars
h2|Featured webinars On-demand webinars
h4|Computerworld: Customer, The Day After Tomorrow Increase agent utilization and customer satisfaction with a unified omnichannel desktop Introducing Genesys Messaging for Apple Business Chat Beta Genesys Cloud chatbot with Amazon Lex Voicebots and Chatbots on Genesys Connect Overview of Genesys Voice and Chatbot solutions Genesys Cloud embracing WhatsApp and SMS communication Key benefits you can realize by integrating Genesys with Salesforce Genesys Altocloud Genesys Predictive Routing Genesys Performance DNA Agile Customer experience with Genesys Cloud Live Assistance Live Assistance
h5|Hoe kunnen we u vandaag helpen?
sp|Impact van COVID-19. +31 20 650 0000 +31 20 650 0000 | | |
pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Solicite uma demo Teste grátis Crie sua solução Obtenha um orçamento Com o software certo de contact center na nuvem, fica mais fácil proporcionar uma excelente experiência do cliente, desde os elementos básicos do call center até as mais recentes inovações de experiência do cliente. Com o software de contact center da Genesys, você obtém as melhores e mais amplas funções para proporcionar experiências do cliente e do colaborador, além de poder contar com um parceiro que está com você o tempo todo. Deliver personalized experiences on the channel of your customers’ choice and give your team the tools to make every moment count. Genesys Engage™ offers choice and control with on-premises, private cloud and public cloud options. Designed with the world’s largest brands in mind, Genesys Engage combines intelligent routing of channels and work with advanced outbound and self-service capabilities. Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
h1|Tudo o que você necessita para proporcionar melhores experiências do cliente
h2|Ferramentas melhores possibilitam conversas melhores
h3|Planejamento da experiência do cliente The radically easy, all-in-one cloud contact center. Há opções para atender às suas necessidades e desejos
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore Assistência ao Vivo Assistência ao Vivo
h5|Como podemos te ajudar hoje?
sp|Impacto do COVID-19. +55.11.3197.8004 Genesys PureConnect™ provides a rich set of capabilities and reliability for contact centers looking for an all-in-one on-premises solution. +55.11.3197.8004 | | |
pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Solicite uma demo Teste grátis Crie sua solução Obtenha um orçamento Como parceiro ou consultor independente, você pode contar com a Genesys para a tecnologia, as recompensas e as oportunidades de expandir seus negócios. Os clientes podem aproveitar uma ampla variedade de parceiros da Genesys para levar seu projeto do planejamento para a execução e além. Comece aprendendo sobre os tipos de parceiros disponíveis: , , , . Depois, utilize o para encontrar um parceiro local de confiança e com experiência para atender às suas necessidades. Por meio do programa Genesys AppFoundry, os clientes podem encontrar e implementar diferentes soluções de contact center e experiência do cliente de terceiros. Obtenha as ferramentas, o treinamento e o suporte que você necessita com o Programa de Parceiros da Genesys para maximizar o potencial da sua empresa. Join the Genesys Independent Consultant Community to help your clients get more business value from their customer engagement investments. Seja um parceiro da Genesys e tenha acesso à tecnologia de CX líder do setor para satisfazer as necessidades dos clientes, sem importar onde eles estejam ao longo de suas jornadas, para oferecer a melhor experiência do cliente. Aproveite o nosso compromisso com o seu sucesso através do Programa para parceiros que recompensa o bom desempenho e cria rapidamente as habilidades que a sua empresa necessita para entregar valor aos seus clientes. Conte com o apoio da comunidade da Genesys e aconselhe seus clientes sobre como desenvolver soluções de experiência do cliente. As melhores práticas comprovadas, as tendências de mercado e os insights dos analistas estão entre as ferramentas disponíveis que ajudam você a ajudar os clientes a estruturar os próprios sistemas e processos empresariais para maximizar o valor dos negócios. Obtenha uma excelente exposição para suas soluções com o Genesys AppFoundry, um portal de aplicativos dinâmico que contém uma grande variedade de soluções certificadas pela Genesys. Os clientes podem procurar e pesquisar facilmente no portal AppFoundry os aplicativos comerciais que necessitam para resolver problemas e agregar valor às suas integrações da Genesys. Por meio do programa Genesys AppFoundry, os clientes podem encontrar e implementar diferentes soluções de contact center e experiência do cliente de terceiros. Obtenha as ferramentas, o treinamento e o suporte que você necessita com o Programa de Parceiros da Genesys para maximizar o potencial da sua empresa. Join the Genesys Independent Consultant Community to help your clients get more business value from their customer engagement investments. Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
h1|Seja um parceiro da Genesys e forneça uma experiência de cliente de primeira classe
h2|Um ecossistema completo para o sucesso do parceiro e do cliente
h3|Planejamento da experiência do cliente Explorar os parceiros e as soluções da Genesys… Escolha o parceiro certo para o seu projeto Junte-se à Rede de parceiros da Genesys Junte-se à Comunidade de consultores independentes Aproveite o portal de soluções AppFoundry Explorar o AppFoundry Explorar os parceiros e as soluções da Genesys…
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore AppFoundry AppFoundry Rede de parceiros Rede de parceiros Consultores independentes Consultores independentes AppFoundry Rede de parceiros Consultores independentes Assistência ao Vivo Assistência ao Vivo
h5|Como podemos te ajudar hoje?
sp|Impacto do COVID-19. +55.11.3197.8004 Obtenha mais informação Obtenha mais informação Obtenha mais informação +55.11.3197.8004 | | |
pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Solicite uma demo Teste grátis Crie sua solução Obtenha um orçamento Genesys Webinar Genesys Webinar Analyst Webinar Genesys Webinar Analyst Webinar Analyst Webinar Analyst Webinar Genesys Webinar Analyst Webinar Analyst Webinar Analyst Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
di|(Optional) Pre Header [this_page_title] (Optional) Sub Title Intro Here.[cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo. I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.I am text block. Click edit button to change this text. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.[mktoform cms_hold="RG"] Meet the Speakers Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Speaker Name Speaker Title LIne 1 Speaker Title Line 2 Speaker Company Webinar On-Demand Conecte os pontos com Genesys e Adobe Com palestrantes convidados da Adobe e IDC Elimine os silos de dados entre vendas, marketing e serviço para experiências de cliente mais conectadas [cutoff co_thick="2px"][webinarschedule]Os eventos de 2020 mudaram a experiência do cliente de forma irrevogável. E 2021 está a caminho de fazer o mesmo. Acompanhar as expectativas do cliente quanto à personalização requer a criação de experiências verdadeiramente conectadas. Tudo começa com os dados que sua marca usa diariamente. As organizações devem quebrar os silos de dados entre os departamentos de marketing, comércio, vendas e serviços, garantindo que cada interação seja o mais perfeita possível. Junte-se à IDC, Adobe e Genesys neste webinar ao vivo para aprender como: Gerencie o aumento das expectativas do cliente que tem digital como foco Elimine silos de dados integrando Genesys Cloud e Adobe Experience Platform Transforme os dados em insights acionáveis ​​que gerem resultados Permita interações mais inteligentes e individualizadas com o cliente [mktoform cta_header="ASSISTA À GRAVAÇÃO SOB DEMANDA" cta_button="Assista agora!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Conheça os palestrantes Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Webinar A Revolução do PIX nos meios de pagamento Aprenda como orquestrar a Internet de valor e promover a personalização em massa. [cutoff co_thick="2px"] 16 de Dezembro de 2020, 17:00, Horário BRA Webinar Ao Vivo Nos primeiros três dias de operação do PIX, foram realizadas 5,2 milhões de transações que movimentaram mais de R$ 4,6 bi. Sua empresa precisa estar preparada para o melhor proveito desta transformação. Te convidamos para um debate com o superintendente de novas plataformas na TecBan, Tiago Aguiar que responderá perguntas que os nossos executivos buscaram junto a alguns clientes do segmento financeiro. Te esperamos![webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001kzA4QAI"] Conheça os Speakers Claudio Barbosa Consultor de Soluções Genesys Ricardo Gasparete Diretor Senior , Enterprise Genesys Tiago Aguiar Superintendente de Novas Plataformas TecBan Caio Sérgio VP de Clientes e Líder LATAM Mutant Webinar On-Demand Conecte os pontos com Genesys e Adobe Com palestrantes convidados da Adobe e IDC Elimine os silos de dados entre vendas, marketing e serviço para experiências de cliente mais conectadas [cutoff co_thick="2px"][webinarschedule]Os eventos de 2020 mudaram a experiência do cliente de forma irrevogável. E 2021 está a caminho de fazer o mesmo. Acompanhar as expectativas do cliente quanto à personalização requer a criação de experiências verdadeiramente conectadas. Tudo começa com os dados que sua marca usa diariamente. As organizações devem quebrar os silos de dados entre os departamentos de marketing, comércio, vendas e serviços, garantindo que cada interação seja o mais perfeita possível. Junte-se à IDC, Adobe e Genesys neste webinar ao vivo para aprender como: Gerencie o aumento das expectativas do cliente que tem digital como foco Elimine silos de dados integrando Genesys Cloud e Adobe Experience Platform Transforme os dados em insights acionáveis ​​que gerem resultados Permita interações mais inteligentes e individualizadas com o cliente [mktoform cta_header="ASSISTA À GRAVAÇÃO SOB DEMANDA" cta_button="Assista agora!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Conheça os palestrantes Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Webinar A Revolução do PIX nos meios de pagamento Aprenda como orquestrar a Internet de valor e promover a personalização em massa. [cutoff co_thick="2px"] 16 de Dezembro de 2020, 17:00, Horário BRA Webinar Ao Vivo Nos primeiros três dias de operação do PIX, foram realizadas 5,2 milhões de transações que movimentaram mais de R$ 4,6 bi. Sua empresa precisa estar preparada para o melhor proveito desta transformação. Te convidamos para um debate com o superintendente de novas plataformas na TecBan, Tiago Aguiar que responderá perguntas que os nossos executivos buscaram junto a alguns clientes do segmento financeiro. Te esperamos![webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001kzA4QAI"] Conheça os Speakers Claudio Barbosa Consultor de Soluções Genesys Ricardo Gasparete Diretor Senior , Enterprise Genesys Tiago Aguiar Superintendente de Novas Plataformas TecBan Caio Sérgio VP de Clientes e Líder LATAM Mutant Webinar Omnichannel pela Ótica da Transformação Digital [cutoff co_thick="2px"] 17 de novembro de 2020, 10:00, Horário BRA Webinar Ao Vivo Você sabia que as empresas que desenvolvem um programa omnichannel aumentam em 25% sua receita anual e reduzem em 55% o número de reclamações de clientes? Contar com uma estratégia de atendimento consistente e eficaz em todos os canais é o melhor caminho para satisfazer as exigências do consumidor 4.0, que busca cada vez mais benefícios, conveniências e controle das suas interações. Conheça os benefícios de implantar essa estratégia no nosso Webinar, realizado em parceria com a Genesys. Participe deste webinar e faça suas perguntas ao vivo.[webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001kyQQQAY"] Conheça os Speakers Claudio Barbosa Solutions Consulting Manager Genesys Marcelo Penteado Diretor de Solutions Sales & Alliance Wittel Webinar O Poder do Omnichannel: Como Transformar a Experiência do Atendimento ao Cliente [cutoff co_thick="2px"] 19 de agosto de 2020, 10:00, Horário BRA Webinar Ao Vivo Prestar um excelente atendimento ao cliente, de forma personalizada e totalmente integrada, são pré-requisitos para as empresas que desejam sobreviver, se destacar e crescer na Era Digital. Projetos que integram diversos canais de atendimento (o Omnichannel) têm sido a chave para que as empresas reduzam custos e personalizem seu atendimento. Aliando tecnologias como Inteligência Artificial, Nuvem e Automação, projetos Omnichannel tem o poder de transformar o atendimento ao cliente, gerando ganhos significativos de produtividade. Entenda como você pode transformar a experiência de atendimento ao cliente. Tópicos que serão abordados: Desmistificando o conceito de Omnichannel; O atendimento na Era Digital: Escalabilidade e Adaptação; Visão 360: a Importância da Integração para o Omnichannel; Novas tecnologias: utilização de IA e automação; O potencial do omnichannel de forma prática. Participe deste webinar e faça suas perguntas ao vivo.[webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001t9OKQAY"] Conheça os Speakers Claudio Barbosa Solutions Consulting Manager Genesys Douglas Silva Head de Sales e Marketing Icaro Tech Limpar Webinar On-Demand Conecte os pontos com Genesys e Adobe Com palestrantes convidados da Adobe e IDC Elimine os silos de dados entre vendas, marketing e serviço para experiências de cliente mais conectadas [cutoff co_thick="2px"][webinarschedule]Os eventos de 2020 mudaram a experiência do cliente de forma irrevogável. E 2021 está a caminho de fazer o mesmo. Acompanhar as expectativas do cliente quanto à personalização requer a criação de experiências verdadeiramente conectadas. Tudo começa com os dados que sua marca usa diariamente. As organizações devem quebrar os silos de dados entre os departamentos de marketing, comércio, vendas e serviços, garantindo que cada interação seja o mais perfeita possível. Junte-se à IDC, Adobe e Genesys neste webinar ao vivo para aprender como: Gerencie o aumento das expectativas do cliente que tem digital como foco Elimine silos de dados integrando Genesys Cloud e Adobe Experience Platform Transforme os dados em insights acionáveis ​​que gerem resultados Permita interações mais inteligentes e individualizadas com o cliente [mktoform cta_header="ASSISTA À GRAVAÇÃO SOB DEMANDA" cta_button="Assista agora!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Conheça os palestrantes Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Webinar A Revolução do PIX nos meios de pagamento Aprenda como orquestrar a Internet de valor e promover a personalização em massa. [cutoff co_thick="2px"] 16 de Dezembro de 2020, 17:00, Horário BRA Webinar Ao Vivo Nos primeiros três dias de operação do PIX, foram realizadas 5,2 milhões de transações que movimentaram mais de R$ 4,6 bi. Sua empresa precisa estar preparada para o melhor proveito desta transformação. Te convidamos para um debate com o superintendente de novas plataformas na TecBan, Tiago Aguiar que responderá perguntas que os nossos executivos buscaram junto a alguns clientes do segmento financeiro. Te esperamos![webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001kzA4QAI"] Conheça os Speakers Claudio Barbosa Consultor de Soluções Genesys Ricardo Gasparete Diretor Senior , Enterprise Genesys Tiago Aguiar Superintendente de Novas Plataformas TecBan Caio Sérgio VP de Clientes e Líder LATAM Mutant Webinar Omnichannel pela Ótica da Transformação Digital [cutoff co_thick="2px"] 17 de novembro de 2020, 10:00, Horário BRA Webinar Ao Vivo Você sabia que as empresas que desenvolvem um programa omnichannel aumentam em 25% sua receita anual e reduzem em 55% o número de reclamações de clientes? Contar com uma estratégia de atendimento consistente e eficaz em todos os canais é o melhor caminho para satisfazer as exigências do consumidor 4.0, que busca cada vez mais benefícios, conveniências e controle das suas interações. Conheça os benefícios de implantar essa estratégia no nosso Webinar, realizado em parceria com a Genesys. Participe deste webinar e faça suas perguntas ao vivo.[webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001kyQQQAY"] Conheça os Speakers Claudio Barbosa Solutions Consulting Manager Genesys Marcelo Penteado Diretor de Solutions Sales & Alliance Wittel Webinar O Poder do Omnichannel: Como Transformar a Experiência do Atendimento ao Cliente [cutoff co_thick="2px"] 19 de agosto de 2020, 10:00, Horário BRA Webinar Ao Vivo Prestar um excelente atendimento ao cliente, de forma personalizada e totalmente integrada, são pré-requisitos para as empresas que desejam sobreviver, se destacar e crescer na Era Digital. Projetos que integram diversos canais de atendimento (o Omnichannel) têm sido a chave para que as empresas reduzam custos e personalizem seu atendimento. Aliando tecnologias como Inteligência Artificial, Nuvem e Automação, projetos Omnichannel tem o poder de transformar o atendimento ao cliente, gerando ganhos significativos de produtividade. Entenda como você pode transformar a experiência de atendimento ao cliente. Tópicos que serão abordados: Desmistificando o conceito de Omnichannel; O atendimento na Era Digital: Escalabilidade e Adaptação; Visão 360: a Importância da Integração para o Omnichannel; Novas tecnologias: utilização de IA e automação; O potencial do omnichannel de forma prática. Participe deste webinar e faça suas perguntas ao vivo.[webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001t9OKQAY"] Conheça os Speakers Claudio Barbosa Solutions Consulting Manager Genesys Douglas Silva Head de Sales e Marketing Icaro Tech Webinar O Setor Financeiro e os Novos Desafios do Mercado [cutoff co_thick="2px"] 2 de Junho de 2020, 11:00, Horário BRA Webinar Ao Vivo Olá, O setor bancário enfrenta um momento de grandes mudanças, em que as organizações devem se adaptar às novas demandas dos clientes. Os usuários esperam receber o mesmo nível de atendimento em todos os canais, algo que os bancos têm tido dificuldade para oferecer. O novo paradigma do atendimento enfatiza a necessidade de crescimento sem sacrificar a rentabilidade, com aumento da automação e otimização de processos. O setor bancário precisa se adequar a esta realidade, crescendo com rentabilidade, segurança, e preocupando-se com a satisfação dos clientes. Neste contexto, demonstraremos nossas ferramentas em Nuvem abordando os temas abaixo: Controle de custo com tecnologia e automação; Inteligência artificial e bots; Jornada do cliente e a melhora da experiência; Segurança da informação e aderência à LGPD; Data mining aplicado a gestão do cliente. Participe do nosso Webinar e saiba como vencer estes novos desafios.[webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001t6tKQAQ"] Conheça os Speakers Edmundo Moura Solutions Consultant Genesys Roberto Barbosa Solutions Consultant LATAM Genesys Analyst Webinar Autosserviço e canais digitais no mercado de energia [cutoff co_thick="2px"] 22 de Abril de 2020, 2pm, Horário BRA WEBINAR AO VIVO Os negócios de energia enfrentam grandes desafios, regulamentação governamental, mudanças climáticas, e novas tecnologias. Cada vez mais há necessidade de proporcionar melhoria na experiência do cliente e ganhar vantagem competitiva. Gostaríamos de convidar você para conhecer um dos nossos cases de sucesso. Compartilharemos insights sobre o segmento e mostraremos a facilidade no uso da nossa plataforma de CX em nuvem conectada com todos os canais, proporcionando uma experiência simples, intuitiva e personalizada tanto aos clientes quanto aos funcionários. Neste webinar, falaremos sobre: Cases de sucesso A migração para canais digitais e integrações Demonstração da solução Inscreva-se e aprenda sobre como as novas tecnologias vem transformando o segmento de energia.[webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001IcwTQAS"] Conheça o Speaker Carlos Callejo Solutions Consultant Genesys Analyst Webinar Genesys Cloud in Action Simplificando Integrações na era dos aplicativos e da plataforma aberta [cutoff co_thick="2px"] 7 de Abril de 2020, 10am, Horário BRA WEBINAR AO VIVO Já faz algum tempo que entramos em um período de diferentes transições, Capex para Opex, Código fechado para Código aberto, Premium para True Cloud e integrações proprietárias para a Open Platform. Vários desses aspectos são cada vez mais relevantes e freqüentemente impactam iniciativas de mudanças em tecnologia, aprimoramento e inovação, tornando os aplicativos menos restritivos, mais ágeis e personalizáveis ​​para se adaptar às necessidades específicas. Junte-se a nós nesta sessão para ver como a Genesys Cloud adota essas transformações para proporcionar melhores experiências de atendimento, sob um esquema de integração simples, aberto, robusto e completo. Genesys Cloud, de SaaS a PaaS de acordo com suas necessidades. Neste webinar, você aprenderá: Integrações Out-of-the-Box AppFoundry e plugins de valor Genesys Cloud como plataforma aberta, API, SDKs e muito mais [webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001krUVQAY"] Conheça o Speaker Monica Venancio Cloud Business Development Genesys Demo Webinar [this_page_title] Brasil [cutoff co_thick="2px"][webinarschedule][webinarschedulesingle]Bem vindo a Genesys Demo Series! Aqui reuniremos as melhores demonstraçōes de produtos e serviços que facilitarão o seu compreendimento do mundo de soluções que a Genesys oferece aos seus clientes. Nestas Demos você aprenderá sobre Genesys Cloud Workforce Management Análisis Preditiva Bots e automação Genesys AI App Foundry e Conectores [mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cid_type="multicid" multicidset="%5B%7B%22label%22%3A%22Selecione%20o%20evento%20desejado%22%7D%2C%7B%22label%22%3A%22Tecnologia%20em%20Cloud%20e%20Omnicanalidade%20-%20Genesys%20Cloud%20-%20A%20Jornada%20do%20Cliente%22%2C%22cid%22%3A%227011T000001kqo5QAA%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fcampaign%2Ftecnologia-e-omnicanalidade-thank-you%22%7D%2C%7B%22label%22%3A%22Tecnologia%20em%20Cloud%20e%20Omnicanalidade%20-%20Demo%20-%201%2F4%2F2020%22%2C%22cid%22%3A%227011T000001kro1QAA%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fcampaign%2Ftecnologia-e-omnicanalidade-thank-you-generic%22%7D%2C%7B%22label%22%3A%22Tecnologia%20em%20Cloud%20e%20Omnicanalidade%20-%20Vis%C3%A3o%20do%20Supervisor%20-%20On%20Demand%22%2C%22cid%22%3A%227011T000001t8Df%22%2C%22url%22%3A%22https%3A%2F%2Fwww.genesys.com%2Fpt-br%2Fcampaign%2Ftecnologia-e-omnicanalidade-supervisor-em-tempos-de-crise-thank-you-page%22%7D%5D" cms_hold="RG"] Conheça os Speakers Speaker Name Claudio Barbosa Senior Manager, Solutions Consultant Genesys Speaker Name Thiago Angeli Solutions Consultant Genesys Speaker Name Eduardo Garcia Senior Account Executive, Enterprise Genesys Analyst Webinar Genesys AI e os desafios do crescimento do Ecommerce na América Latina [cutoff co_thick="2px"] Webinar On-Demand O tempo ameaça o sucesso das vendas dentro das empresas. Saiba como a inteligência artificial da Genesys ajuda a orquestrar o tráfego denso de interações no comércio eletrônico, as equipes de vendas e marketing gastam muito tempo, esforço e dinheiro para se preparar para os picos de tráfego de interação. Todos os setores de todos os tamanhos podem aproveitar a inteligência artificial e o Machine Learning para aumentar as conversões, a receita e melhorar a produtividade das vendas. Neste webinar, você aprenderá: - A maneira como o Machine Learning monitora todo o comportamento do cliente em seu site e o notifica quando os clientes estão perdidos, a ponto de abandonar o carrinho ou sair do site sem o resultado desejado. - Como fornecer um atendimento personalizado com todos os canais (bate-papo, ofertas de descontos pop-up, ofertas de conteúdo, email, celular, voz) para atrair clientes em seus canais preferidos em tempo real. - Como aproveitar os robôs de voz, chatbots, análises e roteamento preditivo com base em inteligência artificial para definir o relacionamento, atingir expectativas e personalizar a experiência sem sacrificar o valor da sua marca.[webinarschedule][mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se agora" cms_hold="RG" cid_id="7011T000001kmBBQAY"] Conheça o Orador Claudio Barbosa Senior Manager, Solutions Consulting Genesys [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Neste webinar, os especialistas apresentarão as principais tendências para 2019. O trabalho no setor de atendimento ao cliente está mudando. A automação e a IA estão detendo o aumento de pessoal. Ao mesmo tempo, não desumanizam as operações nem absorvem todos os postos de trabalho. Estão liberando os agentes das tarefas de baixo valor ou repetitivas para redirecioná-los para os trabalhos de maior valor. Isso empodera os agentes para que possam consolidar seus relacionamentos com os clientes e lhes dá um verdadeiro propósito. Neste webinar, analisaremos: Como a experiência do cliente evoluirá em 2019 e depois? Quais são os desenvolvimentos tecnológicos que as organizações devem ter? Como os agentes deverão ser selecionados e treinados? Por que a IA e a automação dos processos podem melhorar seus resultados financeiros? Não se deixe surpreender pelas mudanças que estão por vir. Inscreva-se neste webinar agora! [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Antoine Ducarme VP de Solutions Consulting, LATAM [mktoform cta_header="Participe do webinar" cta_button="Registrar Agora" cms_hold="RG" cid_id="7010d000001KghNAAS" landing_id="68759"] Webinar apresentado por Genesys Todos os caminhos levam para a nuvem! Explore as opções de migração para o seu contact center. [cutoff co_thick="2px"][webinarschedulesingle]O futuro é incerto por natureza, mas podemos ter a certeza de que sempre ocorrerão mudanças. As atitudes dos clientes mudam, e os novos concorrentes geram disrupção no mercado. As novas tecnologias difundem-se rapidamente e tornam-se obrigatórias de um dia para outro. Por isso, é mais importante do que nunca ter mais agilidade operacional. A Genesys oferece aos seus clientes a possibilidade de migrar para a plataforma que melhor se adapte às suas necessidades no seu próprio ritmo. Escute o que Sebastian Spagnuolo, Diretor da Área de Consultoria Estratégica na Genesys, têm para dizer sobre os fatores que impulsionam a migração para a nuvem e as opções das organizações quando a mudança se torna obrigatória. Participe para descobrir como você pode: Aproveitar ao máximo seu investimento nas soluções da Genesys modernizando seus recursos Desfrutar dos benefícios de migrar para a nuvem no seu próprio ritmo: tudo de uma vez ou de forma gradual, dependendo dos desafios e dos resultados especificados Aumentar a agilidade da sua organização migrando para sistemas que oferecem mais flexibilidade para administrar demandas variadas [webinarschedule][cutoff co_thick="2px"] Conheça o Apresentador Sebastian Spagnuolo Diretor da Área de Consultoria Estratégica Genesys [mktoform cta_header="Participe do Webinar" cta_button="Registre-se Agora" cms_hold="RG" landing_id="67400" cid_id="7010d000000mbKX"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Para satisfazer as expectativas do cliente moderno este ano, as empresas devem pensar muito além de adotar canais digitais no seu atendimento. Elas devem se concentrar em entregar a melhor experiência do cliente baseada no histórico de interação via chatbots, engajamento visual (compartilhamento de tela com agentes) e interface de voz. Em 2018 também será necessário que as empresas reinventem suas operações colocando automação e Inteligência Artificial (IA) no centro da sua estratégia. A IA aumenta a habilidade dos agentes ao assumir tarefas básicas como coletar e fornecer informações, permitindo que eles resolvam apenas chamadas com cenários complexos e se concentrem em construir relações duradouras com o cliente para conquistar sua satisfação e lealdade. Assista este webinar e conheça as tendências do serviço ao atendimento para 2018: Como os chatbots habilitados com IA estão revolucionando o atendimento Como as assistentes virtuais (Alexa, Siri, Google Home) vão se tornar o centro da experiência do cliente Como o engajamento visual, video chat, co-navegação e compartilhamento de tela, transformam a experiência do cliente e do agente [webinarschedule][cutoff co_thick="2px"] Palestrante Bruno Bertini Diretor de Marketing – LATAM Genesys [mktoform cta_header="ASSISTA A GRAVAÇÃO" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="62678" cid_id="7010B000001SRwJ"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Atualmente, os clientes utilizam vários canais para interagir com as empresas e isso gera uma complexidade no engajamento do cliente causando não só o aumento de custos como também desafios em proporcionar uma experiência do cliente consistente. Manter o histórico das interações tem sido crucial para evitar a frustração e reduzir o tempo de atendimento. Para solucionar esse problema, as empresas estão cada vez mais investindo em soluções de Inteligência Artificial e automação, além de proporcionar canais de autoatendimento. Para sair na frente da concorrência e manter os seus clientes satisfeitos é preciso definir ou atualizar o seu serviço de autoatendimento omnichannel e implementar uma estratégia de Inteligência Artificial. Assista este webinar e conheça: Como personalizar a experiência do cliente em canais de voz e digitais usando o histórico de interações anteriores Como adotar multimodalidade para aumentar o índice de autoatendimento e reduzir a necessidade de interação com agentes Como implementar novos microapps de autoatendimento ominichannel para obter vantagens competitivas [webinarschedule][cutoff co_thick="2px"] Palestrante Eduardo Garcia Principal Solutions Consultant [mktoform cta_header="ASSISTA A GRAVAÇÃO DO WEBINAR" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="62201" cid_id="7010B000001SOGvQAO"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Neste ano, tornou-se o tema da moda; por isso, a Genesys gostaria de convidá-lo para o webinar que Ester Muller, Digital & IWD solution lead, está preparando para você. O encontro será no dia 5 de outubro às 16:00h. Neste webinar, apresentaremos: Quem é a Kate e o que ela pode fazer por sua organização. Como aplicar a inteligência artificial no mercado de experiência do cliente. Inscreva-se agora. Não pode participar do evento ao vivo? Inscreva-se de qualquer maneira. Nós lhe enviaremos a gravação desse webinar após o evento[webinarschedule][cutoff co_thick="2px"] Palestrante Ester Muller Digital & IWD solution lead na Genesys [mktoform cta_header="Participe do Webinar" cta_button="Registre-se Agora " cms_hold="RG" landing_id="60445" cid_id="7010B000001SFm1"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Houve uma mudança dramática na forma com que os clientes querem se comunicar com as empresas: eles querem que as interações ocorram no seu tempo, de forma flexível e casual, ao contrário da comunicação antiga excessivamente formal. Uma das tendências emergentes do atendimento ao cliente inclui a comunicação através de serviços de mensagem instantânea, como Whatsapp, Facebook Messenger e chat ao vivo integrado no site. Essa conversa ajuda os clientes a abrirem suas preocupações e queixas de uma maneira informal, enquanto permite que os agentes encontrem soluções em tempo real. Além disso, não exigem um investimento alto e possuem um baixo custo operacional. Assista a gravação do webinar e aprenda: Os benefícios de adotar a mensagem instantânea como canal de atendimento Como é fácil criar e implantar um chatbot em seu contact center Como implementar uma plataforma de Inteligência Artificial e fazer do atendimento ao cliente o seu diferencial competitivo [webinarschedule][cutoff co_thick="2px"] Palestrante Cláudio Barbosa Solution Consultant Manager na Genesys [mktoform cta_header="ASSITA A GRAVAÇÃO DO WEBINAR" cta_button="ASSISTA O WEBINAR" cms_hold="RG" landing_id="61899" cid_id="7010B000001SLsc"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Com a adoção de tecnologias habilitadas com Inteligência Artificial (I.A.) empresas estão transformando todas as interações com clientes em verdadeiras oportunidades de vendas e fidelização. Por meio de diferentes tipos de agentes virtuais ou chatbots, é possível reduzir custos operacionais e oferecer suporte ao cliente 24/7 de forma personalizada e em tempo real, eliminando totalmente o indesejado tempo de espera, dentre outros. Assista o webinar em parceria com a Frost & Sullivan e descubra: Como os bots habilitados com AI estão transformando a experiência do cliente (CX) Quais são os desafios e benefícios da implementação de tecnologias de inteligência artificial para soluções de atendimento ao cliente Como a inteligência artificial está impactando a força de trabalho na indústria de CX [cutoff co_thick="2px"] Meet the Speakers Maiara Munhoz Analista Sênior de Indústria na divisão de Esterprise Communications da Frost & Sullivan na América Latina Cláudio Barbosa Gerente de Soluções na Genesys Brasil [mktoform cta_header="ASSISTA A GRAVAÇÃO DO WEBINAR" cta_button="Assista Agora" cms_hold="RG" landing_id="62188" cid_id="7010B000001SOBq"] [this_page_title] As Plataformas de Contato Center na Nuvem Não São Todas Iguais. [cutoff co_thick="2px"][webinarschedulesingle]Nem todas as plataformas baseadas na nuvem são desenhadas da mesma maneira. O Genesys Cloud, solução de contact center na nuvem tudo em um de última geração, administra as interações de clientes em vários canais como se fosse uma única conversa. Assista a demo do Genesys Cloud e conheça na prática: A Experiência do Supervisor: veja os dashboards com dados de interações, agentes, filas e saiba como analisar as gravações A Experiência do Administrador: saiba como é fácil customizar a plataforma sem a necessidade de envolver a equipe de TI A Experiência do Agente: aprenda como atender as interações telefônicas, de chat, e-mail e redes sociais na plataforma [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Mônica Venancio Sales Operations Support Specialist na Genesys [mktoform cta_header="ASSISTA A GRAVAÇÃO" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="66073" cid_id="7010d000001G9JT"] [this_page_title] Como a Inteligência Artificial pode aumentar as vendas e proporcionar uma CX excepcional. [cutoff co_thick="2px"][webinarschedulesingle]Assista a gravação deste webinar para descobrir como o Genesys Altocloud utiliza o poder da inteligência artificial (IA) para otimizar as jornadas on-line, monitorar os clientes atuais e potenciais em tempo real e permitir que seus agentes intervenham por meio do chat, retorno de chamada ou para oferecer diferentes conteúdos – baseados em regras – quando um cliente potencial está perdido ou confundido. Em um mercado tão competitivo, é cada vez mais importante poder identificar o momento em que a fidelidade do cliente pode estar em perigo. Para isso, é fundamental conectar-se com os clientes em tempo real e de forma assíncrona. Neste webinar, você descobrirá como o Genesys Altocloud gera mais vendas e aumenta as conversões, produz leads mais qualificados, proporciona uma melhor experiência on-line para os usuários e reduz seus custos de vendas. Essa solução oferece uma poderosa capacidade de análise da jornada do cliente com IA, aprendizagem automática em tempo real e engagement preditivo por meio de chat, retorno de chamada ou oferta de conteúdo.[cutoff co_thick="2px"] Conheça o Apresentador Cláudio Barbosa Gerente de Soluções na Genesys Brasil [mktoform cta_header="ASSISTA A GRAVAÇÃO" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="66818" cid_id="7010d000000mZ45"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]O que as empresas mais influentes do mundo fazem para que a excelência em experiência do cliente seja o principal fator do aumento da receita e da fidelidade à marca? Uma pesquisa global da MIT Technology Review com a participação de 550 executivos descobriu que, além de serem pioneiras na adoção de soluções omnichannel no serviço de atendimento ao cliente, essas empresas “icônicas” conseguiram equilibrar perfeitamente as tecnologias inovadoras – como IA, autoatendimento de última geração ou análise de voz – com a intervenção humana. Participe deste webinar exclusivo do MIT e Genesys e conheça: As estratégias que diferenciam uma empresa icônica das outras empresas As tecnologias inovadoras que terão um efeito direto sobre as estratégias de CX Como as estratégias variam nas diferentes regiões em função da maturidade e das expectativas dos clientes [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Ross O’Brien Senior contributing editor, MIT Technology Review Insights Bruno Bertini Diretor de Marketing – LATAM Genesys [mktoform cta_header="ASSISTA A GRAVAÇÃO" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="63606" cid_id="7010B000001SWv3"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]As demandas e expectativas dos clientes estão revolucionando o setor bancário e alterando suas estruturas tradicionais. Com o aparecimento dos dispositivos inteligentes, surgiu uma nova geração de empresas de tecnologia financeira (fintechs) – muito velozes, com grande quantidade de dados e uma excelente experiência do cliente (CX) –, que mudou a forma como os consumidores realizam suas operações financeiras e, portanto, está desafiando os bancos, que devem se transformar e inovar se querem continuar sendo relevantes no mundo digital atual. Hoje, a presença da IA e da tecnologia blockchain indica outra profunda mudança estrutural no setor financeiro. O modo de reação e adaptação dos bancos diante dessas tecnologias emergentes será determinante para que continuem sendo competitivos no futuro. Embora este desafio pareça intimidante, os bancos e as instituições financeiras poderão competir tornando-se mais dinâmicos e reestruturando seus modelos de negócios para aproveitar suas vantagens tradicionais e combiná-las com as melhores inovações oferecidas pelas fintechs. Participe deste webinar da Genesys e Fintech Americas e conheça: A dinâmica do mercado que está transformando o setor bancário e financeiro Por que a inovação nos modelos de negócios é mais importante do que a tecnologia Como elaborar estratégias de transformação e aplicá-las para que tenham um impacto positivo nos clientes, nos colaboradores, nas comunidades e nos acionistas [cutoff co_thick="2px"] Meet the Speakers Sebastian Spagnuolo Diretor da Área de Consultoria Estratégica de Negócios para a América Latina na Genesys Ray Ruga Co-Founder Fintech Americas [mktoform cta_header="ASSISTA A GRAVAÇÃO" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="64236" cid_id="7010B000001SaKF"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Os consumidores de hoje podem comprar o produto e serviço que desejam, onde e quando quiserem. Diante de tantas opções, a experiência do cliente (CX) tornou-se a nova marca, tanto antes como após a compra. Empresas que proporcionam uma CX consistente, sem interrupções em todos os canais, obtêm uma vantagem competitiva, pois geram lealdade ao responderem às necessidades dos clientes com mais rapidez e eficiência. Ainda assim, a maioria das empresas força esses consumidores a seguirem por jornadas de engajamento desconectadas, enraizadas em sistemas legados que não estão preparados para atender a demanda da era digital. Tornar-se uma organização que coloca o cliente em primeiro lugar ao oferecer uma CX omnichannel, pode custar menos e estar mais perto do que se imagina. Assista este webinar e aprenda: Como funciona a CX omnichannel Qual o primeiro passo a tomar em direção a CX do futuro Como a Inteligência Artificial está revolucionando o atendimento ao cliente [cutoff co_thick="2px"] Meet the Speakers Fernando Egea Vice President, Sales Strategy na Genesys Dennis Medeiros LATAM Business Development Manager na Genesys [mktoform cta_header="ASSISTA A GRAVAÇÃO" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="65776" cid_id="7010d000001G8MI"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Com a mudança dramática nas expectativas e comportamentos dos clientes, empresas têm muito a perder ao permanecerem com seus sistemas de contact center obsoletos, pois estes não foram feitos para atender as demandas da era omnichannel. Paga-se um preço muito alto para manter tecnologias legadas, rígidas e ultrapassadas, não só pelas altas taxas de manutenção como também, pela perda de clientes e o impedimento de gerar novos fluxos de receita. Acreditamos que o caminho em direção à adoção de uma plataforma de experiência do cliente moderna e unificada deve ser simples e a abordagem correta pode descomplicar o processo e minimizar os riscos, os custos e a interrupção nas operações. Participe deste webinar e descubra: Os benefícios para o negócio ao mudar para uma plataforma moderna e unificada Os riscos e os custos de não modernizar o seu contact center O melhor caminho a seguir para fazer a migração [cutoff co_thick="2px"] Meet the Speakers Fernando Egea Vice President, Sales Strategy na Genesys Dennis Medeiros LATAM Business Development Manager na Genesys [mktoform cta_header="ASSISTA A GRAVAÇÃO" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="65279" cid_id="7010B000001Sdzl"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Os centros de contato estão no meio de múltiplas transformações de mercado e tecnologia. O surgimento de um novo tipo de consumidor mais exigente e refinado está forçando as empresas a buscarem novas ferramentas para atenderem as expectativas. Fornecer experiências de alta qualidade, coerentes e sem interrupções entre todos os pontos de contato com o cliente é hoje mais importante do que nunca. Proporcionar esta experiência omnichannel só é possível se todos os pontos de contato forem otimizados e trabalharem de forma orquestrada. Esta renovação deve ser acompanhada de soluções que possibilitem a concretização dos objetivos estabelecidos. Ter um parceiro estratégico que ofereça a tecnologia ideal para acompanhá-lo no caminho da transformação digital pode ser a diferença entre sucesso e o fracasso do projeto de modernização do contact center. Participe do webinar da Genesys e Frost & Sullivan e aprenda: Os elementos chaves sobre o futuro da América Latina, através da análise das megatendências da Frost & Sullivan Principais inovações disruptivas que marcam o curso e o futuro da experiência do cliente Como escolher a solução ideal para a modernização do contact center da sua empresa [cutoff co_thick="2px"] Meet the Speakers Cláudio Barbosa Gerente de Soluções na Genesys Brasil Maiara Munhoz Analista Sênior de Indústria na divisão de Esterprise Communications da Frost & Sullivan na América Latina [mktoform cta_header="ASSISTA A GRAVAÇÃO" cta_button="ASSISTA AGORA" cms_hold="RG" landing_id="63329" cid_id="7010B000001SVTa"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]A metamorfose do consumidor tradicional está forçando as empresas a redefinirem a maneira como interagem com seus clientes e a encontrar novas maneiras de conquistar sua lealdade. Hoje, os consumidores recompensam ou castigam uma marca com base em uma única interação. A lealdade às marcas está no seu ponto mais baixo, portanto, o risco de perder clientes é mais alto do que nunca. Nesse contexto, uma das maiores dificuldades que as empresas enfrentam é lidar com as crescentes expectativas do consumidor, tanto em relação aos produtos e serviços que recebem, quanto à experiência que demandam. Já que para a grande maioria dos consumidores o atendimento ao cliente é fundamental quando se escolhe ser leal à marca, capacitar uma organização para que ela possa fornecer interações personalizadas e contextuais é fundamental. Participe do webinar da Genesys e da Frost & Sullivan e conheça: Como as inovações nd inteligência artificial e da internet das coisas (IoT) transformam as operações e impulsionam o desempenho das empresas Por que fornecer experiências coerentes e contínuas de alta qualidade entre cada ponto de contato com o cliente é mais importante do que nunca. Como o Contato Center AI do Google Cloud, a análise preditiva do Altocloud e Kate, a Plataforma de AI da Genesys podem ajudá-lo a oferecer o melhor customer engagement [cutoff co_thick="2px"] Meet the Speakers Eduardo Garcia Principal Solutions Consultant Maiara Munhoz Analista Sênior de Indústria na divisão de Esterprise Communications da Frost & Sullivan na América Latina [mktoform cta_header="Participe do Webinar" cta_button="Inscreva-se Agora" cms_hold="RG" landing_id="66306" cid_id="7010d000000mWqp"]
h1|Descubra tendências e novidades com especialistas, analistas e clientes
h2|Próximos webinars Webinars sob demanda mais populares
h3|Planejamento da experiência do cliente
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore Experience Lab: O Futuro Mais Humano do Trabalho Conecte os pontos com Genesys e Adobe O Pix Chegou . Aprenda promover a personalização em massa Conecte os pontos com Genesys e Adobe O Pix Chegou . Aprenda promover a personalização em massa Omnichannel pela Ótica da Transformação Digital O Poder do Omnichannel: Como Transformar a Experiência do Atendimento ao Cliente Conecte os pontos com Genesys e Adobe O Pix Chegou . Aprenda promover a personalização em massa Omnichannel pela Ótica da Transformação Digital O Poder do Omnichannel: Como Transformar a Experiência do Atendimento ao Cliente Como Endereçar Os Desafios Da Crise E Melhorar A Experiência De Atendimento Com Soluções Digitais Eficazes O Setor Financeiro e os Novos Desafios do Mercado Autosserviço e canais digitais no mercado de energia Genesys Cloud in Action Genesys Demo Series Genesys AI e os desafios do crescimento do Ecommerce na América Latina Megatendências de atendimento ao cliente para 2019 Todos os caminhos levam para a nuvem! Explore as opções de migração para o seu contact center. Chatbots, IA, IoT e Assistentes Virtuais: Quais são as tendências de CX para 2018? Como o Autoatendimento Ominichannel e a Inteligência Artificial estão Revolucionando a CX Kate: Onde a experiência do cliente e a inteligência artificial se convergem Como os Apps de Mensagem Instantânea Estão Mudando o Atendimento e a Experiência do Cliente O Papel da Inteligência Artificial na Transformação da Experiência do Cliente Demo Online: Veja o Genesys Cloud em Ação! Bem-vindo ao Genesys Altocloud! Como as Marcas Líderes Mundiais Equilibram Talento e Tecnologia para Alcançar a Excelência em CX O Setor Bancário na Era das Fintechs O Primeiro Passo em Direção à CX do Futuro Seu Contact Center é Importante para Você? Conheça os Benefícios de Evoluir Transforme a Experiência do Cliente Através da Modernização do Contact Center Como a Inteligência Artificial e Internet das Coisas Estão Transformando o Customer Engagement Assistência ao Vivo Assistência ao Vivo
h5|Como podemos te ajudar hoje?
sp|Impacto do COVID-19. +55.11.3197.8004 03/24/2021 On-demand Webinar On-demand Webinar +55.11.3197.8004 | | |
pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. Solicite una demo Prueba Gratis Diseñe su solución Obtenga una cotización Contar con el software correcto de contact centers en la nube hace que sea más fácil brindar excelentes experiencias a los clientes, ya sea desde las funciones básicas del call center hasta las últimas innovaciones en CX. El software de Genesys ofrece las mejores y más amplias capacidades de experiencia del cliente y del empleado. Además, usted cuenta con un socio que lo acompaña en todo momento. Deliver personalized experiences on the channel of your customers’ choice and give your team the tools to make every moment count. Genesys Engage™ offers choice and control with on-premises, private cloud and public cloud options. Designed with the world’s largest brands in mind, Genesys Engage combines intelligent routing of channels and work with advanced outbound and self-service capabilities. Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
h1|Todo lo que necesita para brindar mejores experiencias de cliente
h2|Mejores herramientas para mejores conversaciones
h3|Diseño de la CX The radically easy, all-in-one cloud contact center. Usted cuenta con opciones que se adaptan a sus necesidades y deseos
h4|Nuestra tecnología Nuestro enfoque Capacidades Productos La ventaja de Genesys Quiénes somos Podemos ayudarlo Explore Asistencia en vivo Asistencia en vivo
h5|¿Cómo podemos ayudarle hoy?
sp|Impacto del COVID-19. Oficinas Regionales Genesys PureConnect™ provides a rich set of capabilities and reliability for contact centers looking for an all-in-one on-premises solution. Oficinas Regionales | | |
pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. Solicite una demo Prueba Gratis Diseñe su solución Obtenga una cotización Como partner o consultor independiente, usted cuenta con la tecnología, los beneficios y las oportunidades de Genesys para hacer crecer su empresa. Los clientes pueden aprovechar la amplia gama de socios para llevar su proyecto desde la planificación hasta la ejecución y mucho más allá. Conozca los tipos de socios disponibles: , , , y . Y, luego, utilice el para encontrar un socio local de confianza con la experiencia que se adapte a sus necesidades. A través del programa AppFoundry de Genesys, los clientes pueden descubrir e implementar una amplia gama de soluciones de centro de contacto y de experiencia del cliente de terceros. Obtenga las herramientas, la capacitación y el soporte que necesita de Genesys Partner Program y maximice el potencial de su empresa. Súmese a la comunidad de consultores independientes de Genesys para ayudar a los clientes a obtener más valor de sus inversiones en la interacción con el cliente. Sea socio de Genesys y acceda a la tecnología de experiencia del cliente líder de la industria para satisfacer las necesidades de los clientes durante todas las etapas de su ciclo de vida hacia la excelencia. Aproveche nuestro compromiso con su éxito a través del Programa para socios que recompensa el buen desempeño y crea rápidamente las habilidades que necesita para entregar valor a sus clientes. Sea socio de Genesys y acceda a la tecnología de experiencia del cliente líder de la industria para satisfacer las necesidades de los clientes durante todas las etapas de su ciclo de vida hacia la excelencia. Aproveche nuestro compromiso con su éxito a través del Programa para socios que recompensa el buen desempeño y crea rápidamente las habilidades que necesita para entregar valor a sus clientes. Aproveche la asistencia de la comunidad Genesys para asesorar a sus clientes a la hora de desarrollar soluciones de experiencia del cliente. Las mejores prácticas, las tendencias del mercado y el conocimiento de analistas son algunas de las herramientas a las que puede recurrir para ayudar a sus clientes a estructurar los sistemas y procesos de negocio que les permitirán maximizar el valor. A través del programa AppFoundry de Genesys, los clientes pueden descubrir e implementar una amplia gama de soluciones de centro de contacto y de experiencia del cliente de terceros. Obtenga las herramientas, la capacitación y el soporte que necesita de Genesys Partner Program y maximice el potencial de su empresa. Súmese a la comunidad de consultores independientes de Genesys para ayudar a los clientes a obtener más valor de sus inversiones en la interacción con el cliente. Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
h1|Asóciese con Genesys para ofrecer una experiencia del cliente de talla mundial
h2|Un ecosistema completo para el éxito de los socios y los clientes
h3|Diseño de la CX Explore los socios y las soluciones de Genesys Escoja el socio adecuado para su proyecto Súmese a la red de socios de Genesys Súmese a la red de socios de Genesys Súmese a la comunidad de consultores independientes Explore AppFoundry Explore los socios y las soluciones de Genesys
h4|Nuestra tecnología Nuestro enfoque Capacidades Productos La ventaja de Genesys Quiénes somos Podemos ayudarlo Explore AppFoundry AppFoundry Red de socios Red de socios Consultores independientes Consultores independientes AppFoundry Red de socios Consultores independientes Asistencia en vivo Asistencia en vivo
h5|¿Cómo podemos ayudarle hoy?
sp|Impacto del COVID-19. Oficinas Regionales Conozca más Conozca más Conozca más Oficinas Regionales | | |
pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. Solicite una demo Prueba Gratis Diseñe su solución Obtenga una cotización Genesys Webinar Demo Webinar Partner Webinar Genesys Webinar Demo Webinar Partner Webinar Partner Webinar Genesys Webinar Demo Webinar Partner Webinar Partner Webinar Demo Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Partner Webinar Analyst Webinar Analyst Webinar Partner Webinar Genesys Webinar Genesys Webinar Genesys Webinar Partner Webinar Partner Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Genesys Webinar Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
di|Webinar On-demand Conecta los puntos con Genesys y Adobe Con oradores invitados de Adobe e IDC Elimine los silos de datos entre ventas, marketing y servicio para obtener experiencias de cliente más conectadas [cutoff co_thick="2px"][webinarschedule]Los eventos de 2020 cambiaron la experiencia del cliente de forma irrevocable. Y 2021 está en camino de hacer lo mismo. Mantenerse al día con las expectativas de personalización del cliente requiere crear experiencias verdaderamente conectadas. Todo esto comienza con los datos que su marca usa diariamente. Las organizaciones deben romper los silos de datos entre los departamentos de marketing, comercio, ventas y servicios, asegurando que cada interacción sea lo más fluida posible. Únase a IDC, Adobe y Genesys en este seminario web en vivo para aprender cómo: Gestione el aumento de las expectativas de los clientes en lo digital Elimine los silos de datos integrando Genesys Cloud y Adobe Experience Platform Convierta los datos en conocimientos prácticos que brinden resultados Habilite interacciones más inteligentes e individualizadas con los clientes [mktoform cta_header="MIRA LA GRABACIÓN ON DEMAND" cta_button="¡Ver ahora!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Conocer a los oradores Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Genesys Webinar Poderes Super-Humanos para tu CRM [cutoff co_thick="2px"] On Demand Cada vez es mayor la cantidad de clientes que prefieren utilizar sus dispositivos móviles o servicios digitales para consumir y/o interactuar en temas que antes eran del dominio exclusivo de la atención personal. Hoy los clientes tienen ya expectativas de omnicanalidad en la interacción con sus marcas favoritas, durante este evento le demostraremos cómo Genesys Cloud proporciona esos PODERES SUPER-HUMANOS para su CRM que le permitirán seguir siendo la marca favorita de su cliente. DESARROLLAR ARQUITECTURAS DE VERDADERA ORQUESTACIÓN OMNICANAL. Los registros y datos que se encuentran en Salesforce son aprovechados por Genesys para la toma de decisión en tiempo real, manejando el contexto del journey de interacciones del cliente de principio a fin. ORGANIZACIÓN DE INTERACCIONES CON EL CLIENTE EN TIEMPO REAL. Salesforce orquesta el front-end de transacciones y registros e incluye dentro de esta interfaz toda la capacidad de omnicanalidad de Genesys para la orquestación de interacciones. AUTENTICACIÓN DE IDENTIDAD FLUIDA E INTEGRADA. La autenticación en Salesforce sirve para el inicio de sesión en Genesys, de esta manera cuando un usuario se autentica en Genesys, podrá seleccionar a Salesforce como proveedor de identidad. BENEFICIOS DE LA INTEGRACIÓN GENESYS CLOUD Y SALESFORCE: Fácil de implementar y mantener Crea una Verdadera Omnicanalidad Logra presencia unificada En Genesys, entendemos que nuestro trabajo es crear herramientas que permitan crear experiencias de interacción excepcionales. Nos inspiran las mejores cualidades humanas como la empatía y el deseo innato de conectarnos unos a otros.[webinarschedule][mktoform cta_header="Regístrese Ahora" cta_button="Registrarse" cms_hold="RG" cid_id="7011T000001l0iMQAQ"] Conozca a los Speakers Mauricio Giraldo Solutions Consultant Director Genesys Heriberto Lechuga Senior Solutions Architect Genesys Stephania Casillas Solution Consultant Genesys Partner Webinar La experiencia del asociado y su impacto en los resultados cooperativos [cutoff co_thick="2px"] On Demand Los asociados, como consumidores y clientes, han cambiado de forma acelerada la manera de relacionarse con el entorno. Es por ello que, es fundamental comprender estos cambios de comportamiento y así ajustar nuestro modelo de relacionamiento cooperativo con el fin de impactar de manera positiva los resultados de negocio dentro de un entorno digital, auto gestionable y de alta competitividad. Acompáñenos en esta sesión y conozca los cambios en el comportamiento de los asociados y cómo puede accionar nuevas estrategias de cara a sus necesidades. ¡No se lo pierda![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001l0HBQAY"] Conozca a los Speakers Martha Blanco Principal Business Consultant, Genesys Andean Region, CAM & Caribbean Juan Carlos Mejía CEO IZO Colombia / Presidente Junta Directiva Webinar On-demand Conecta los puntos con Genesys y Adobe Con oradores invitados de Adobe e IDC Elimine los silos de datos entre ventas, marketing y servicio para obtener experiencias de cliente más conectadas [cutoff co_thick="2px"][webinarschedule]Los eventos de 2020 cambiaron la experiencia del cliente de forma irrevocable. Y 2021 está en camino de hacer lo mismo. Mantenerse al día con las expectativas de personalización del cliente requiere crear experiencias verdaderamente conectadas. Todo esto comienza con los datos que su marca usa diariamente. Las organizaciones deben romper los silos de datos entre los departamentos de marketing, comercio, ventas y servicios, asegurando que cada interacción sea lo más fluida posible. Únase a IDC, Adobe y Genesys en este seminario web en vivo para aprender cómo: Gestione el aumento de las expectativas de los clientes en lo digital Elimine los silos de datos integrando Genesys Cloud y Adobe Experience Platform Convierta los datos en conocimientos prácticos que brinden resultados Habilite interacciones más inteligentes e individualizadas con los clientes [mktoform cta_header="MIRA LA GRABACIÓN ON DEMAND" cta_button="¡Ver ahora!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Conocer a los oradores Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Genesys Webinar Poderes Super-Humanos para tu CRM [cutoff co_thick="2px"] On Demand Cada vez es mayor la cantidad de clientes que prefieren utilizar sus dispositivos móviles o servicios digitales para consumir y/o interactuar en temas que antes eran del dominio exclusivo de la atención personal. Hoy los clientes tienen ya expectativas de omnicanalidad en la interacción con sus marcas favoritas, durante este evento le demostraremos cómo Genesys Cloud proporciona esos PODERES SUPER-HUMANOS para su CRM que le permitirán seguir siendo la marca favorita de su cliente. DESARROLLAR ARQUITECTURAS DE VERDADERA ORQUESTACIÓN OMNICANAL. Los registros y datos que se encuentran en Salesforce son aprovechados por Genesys para la toma de decisión en tiempo real, manejando el contexto del journey de interacciones del cliente de principio a fin. ORGANIZACIÓN DE INTERACCIONES CON EL CLIENTE EN TIEMPO REAL. Salesforce orquesta el front-end de transacciones y registros e incluye dentro de esta interfaz toda la capacidad de omnicanalidad de Genesys para la orquestación de interacciones. AUTENTICACIÓN DE IDENTIDAD FLUIDA E INTEGRADA. La autenticación en Salesforce sirve para el inicio de sesión en Genesys, de esta manera cuando un usuario se autentica en Genesys, podrá seleccionar a Salesforce como proveedor de identidad. BENEFICIOS DE LA INTEGRACIÓN GENESYS CLOUD Y SALESFORCE: Fácil de implementar y mantener Crea una Verdadera Omnicanalidad Logra presencia unificada En Genesys, entendemos que nuestro trabajo es crear herramientas que permitan crear experiencias de interacción excepcionales. Nos inspiran las mejores cualidades humanas como la empatía y el deseo innato de conectarnos unos a otros.[webinarschedule][mktoform cta_header="Regístrese Ahora" cta_button="Registrarse" cms_hold="RG" cid_id="7011T000001l0iMQAQ"] Conozca a los Speakers Mauricio Giraldo Solutions Consultant Director Genesys Heriberto Lechuga Senior Solutions Architect Genesys Stephania Casillas Solution Consultant Genesys Partner Webinar La experiencia del asociado y su impacto en los resultados cooperativos [cutoff co_thick="2px"] On Demand Los asociados, como consumidores y clientes, han cambiado de forma acelerada la manera de relacionarse con el entorno. Es por ello que, es fundamental comprender estos cambios de comportamiento y así ajustar nuestro modelo de relacionamiento cooperativo con el fin de impactar de manera positiva los resultados de negocio dentro de un entorno digital, auto gestionable y de alta competitividad. Acompáñenos en esta sesión y conozca los cambios en el comportamiento de los asociados y cómo puede accionar nuevas estrategias de cara a sus necesidades. ¡No se lo pierda![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001l0HBQAY"] Conozca a los Speakers Martha Blanco Principal Business Consultant, Genesys Andean Region, CAM & Caribbean Juan Carlos Mejía CEO IZO Colombia / Presidente Junta Directiva Webinar Genesys & Snoop Unite a Genesys Wine Testing: Conectando Momentos [cutoff co_thick="2px"] 16 de Diciembre 18:00 hrs. Argentina En esta ocasión queremos invitarte a degustar de una cata exclusiva de vinos premium, en donde hablaremos de su origen, secretos y sus maridajes. Acompáñanos y descubre junto a Mauricio Giraldo, Director Solution Consulting, nuestro ecosistema de Experience as a Service, como una comunidad de soluciones, productos, organizaciones e individuos que interactúan entre sí en torno a las necesidades del mercado. ¡No te lo pierdas![webinarschedule][mktoform cta_header="Participa en el Webinar" cta_button="Regístrate Ahora" cms_hold="RG" cid_id="7011T000001kz9fQAA"] Conoce a los Speakers Mauricio Giraldo Director Solutions Consulting, Genesys Gustavo Guaragna CEO Snoop Consulting Borrar Webinar On-demand Conecta los puntos con Genesys y Adobe Con oradores invitados de Adobe e IDC Elimine los silos de datos entre ventas, marketing y servicio para obtener experiencias de cliente más conectadas [cutoff co_thick="2px"][webinarschedule]Los eventos de 2020 cambiaron la experiencia del cliente de forma irrevocable. Y 2021 está en camino de hacer lo mismo. Mantenerse al día con las expectativas de personalización del cliente requiere crear experiencias verdaderamente conectadas. Todo esto comienza con los datos que su marca usa diariamente. Las organizaciones deben romper los silos de datos entre los departamentos de marketing, comercio, ventas y servicios, asegurando que cada interacción sea lo más fluida posible. Únase a IDC, Adobe y Genesys en este seminario web en vivo para aprender cómo: Gestione el aumento de las expectativas de los clientes en lo digital Elimine los silos de datos integrando Genesys Cloud y Adobe Experience Platform Convierta los datos en conocimientos prácticos que brinden resultados Habilite interacciones más inteligentes e individualizadas con los clientes [mktoform cta_header="MIRA LA GRABACIÓN ON DEMAND" cta_button="¡Ver ahora!" cms_hold="RG" cid_id="7011T000001l0LrQAI"] Conocer a los oradores Alan Webber Guest Speaker Program VP, Customer Experience IDC Sridhar Jayakumar Guest Speaker Principal Product Manager Adobe Dan Arra VP, Sales Genesys AI Genesys Genesys Webinar Poderes Super-Humanos para tu CRM [cutoff co_thick="2px"] On Demand Cada vez es mayor la cantidad de clientes que prefieren utilizar sus dispositivos móviles o servicios digitales para consumir y/o interactuar en temas que antes eran del dominio exclusivo de la atención personal. Hoy los clientes tienen ya expectativas de omnicanalidad en la interacción con sus marcas favoritas, durante este evento le demostraremos cómo Genesys Cloud proporciona esos PODERES SUPER-HUMANOS para su CRM que le permitirán seguir siendo la marca favorita de su cliente. DESARROLLAR ARQUITECTURAS DE VERDADERA ORQUESTACIÓN OMNICANAL. Los registros y datos que se encuentran en Salesforce son aprovechados por Genesys para la toma de decisión en tiempo real, manejando el contexto del journey de interacciones del cliente de principio a fin. ORGANIZACIÓN DE INTERACCIONES CON EL CLIENTE EN TIEMPO REAL. Salesforce orquesta el front-end de transacciones y registros e incluye dentro de esta interfaz toda la capacidad de omnicanalidad de Genesys para la orquestación de interacciones. AUTENTICACIÓN DE IDENTIDAD FLUIDA E INTEGRADA. La autenticación en Salesforce sirve para el inicio de sesión en Genesys, de esta manera cuando un usuario se autentica en Genesys, podrá seleccionar a Salesforce como proveedor de identidad. BENEFICIOS DE LA INTEGRACIÓN GENESYS CLOUD Y SALESFORCE: Fácil de implementar y mantener Crea una Verdadera Omnicanalidad Logra presencia unificada En Genesys, entendemos que nuestro trabajo es crear herramientas que permitan crear experiencias de interacción excepcionales. Nos inspiran las mejores cualidades humanas como la empatía y el deseo innato de conectarnos unos a otros.[webinarschedule][mktoform cta_header="Regístrese Ahora" cta_button="Registrarse" cms_hold="RG" cid_id="7011T000001l0iMQAQ"] Conozca a los Speakers Mauricio Giraldo Solutions Consultant Director Genesys Heriberto Lechuga Senior Solutions Architect Genesys Stephania Casillas Solution Consultant Genesys Partner Webinar La experiencia del asociado y su impacto en los resultados cooperativos [cutoff co_thick="2px"] On Demand Los asociados, como consumidores y clientes, han cambiado de forma acelerada la manera de relacionarse con el entorno. Es por ello que, es fundamental comprender estos cambios de comportamiento y así ajustar nuestro modelo de relacionamiento cooperativo con el fin de impactar de manera positiva los resultados de negocio dentro de un entorno digital, auto gestionable y de alta competitividad. Acompáñenos en esta sesión y conozca los cambios en el comportamiento de los asociados y cómo puede accionar nuevas estrategias de cara a sus necesidades. ¡No se lo pierda![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001l0HBQAY"] Conozca a los Speakers Martha Blanco Principal Business Consultant, Genesys Andean Region, CAM & Caribbean Juan Carlos Mejía CEO IZO Colombia / Presidente Junta Directiva Webinar Genesys & Snoop Unite a Genesys Wine Testing: Conectando Momentos [cutoff co_thick="2px"] 16 de Diciembre 18:00 hrs. Argentina En esta ocasión queremos invitarte a degustar de una cata exclusiva de vinos premium, en donde hablaremos de su origen, secretos y sus maridajes. Acompáñanos y descubre junto a Mauricio Giraldo, Director Solution Consulting, nuestro ecosistema de Experience as a Service, como una comunidad de soluciones, productos, organizaciones e individuos que interactúan entre sí en torno a las necesidades del mercado. ¡No te lo pierdas![webinarschedule][mktoform cta_header="Participa en el Webinar" cta_button="Regístrate Ahora" cms_hold="RG" cid_id="7011T000001kz9fQAA"] Conoce a los Speakers Mauricio Giraldo Director Solutions Consulting, Genesys Gustavo Guaragna CEO Snoop Consulting Demo CX Virtual Tour LATAM Creando un Centro de Experiencia en 45 minutos [cutoff co_thick="2px"] On Demand Las relaciones con los clientes son desafiantes; la tecnología debería ser sencilla. ¿Alguna vez se preguntó si la tecnología adecuada y la interacción con los clientes a través de diferentes canales podría ser sencilla y amigable? Acompáñenos en esta sesión interactiva, donde le mostraremos lo rápido y fácil que puede ser crear su centro de experiencia del cliente en menos de 45 minutos. En medio de las nuevas tecnologías y las expectativas de los clientes en constante cambio, descubra qué debería estar en su radar para mantener a sus clientes comprometidos con su marca. Esta sesión interactiva, mostrará lo rápido y fácil que es crear un centro de experiencia de cliente desde cero. ¿Quiere probarlo por usted mismo? Asegúrese de ofrecerse como voluntario para experimentar de primera mano la tecnología de Genesys. Temas de discusión: La importancia de la nube. Construcción y demostración en vivo de un centro de experiencia de cliente. Herramientas que pueden ayudarlo a fortalecer la interacción con sus clientes. [webinarschedule][mktoform cta_header="Regístrese Ahora" cta_button="Vea nuestra demostración" cms_hold="RG" cid_id="7011T000001kz6WQAQ"] Conozca a los Speakers Mauricio Giraldo Solutions Consultant Director Genesys Heriberto Lechuga Senior Solutions Architect Genesys Osvaldo Manriquez Senior Business Consultant Genesys On-Demand Webinar Creatividad, disrupción e innovación ante los retos de la Educación [cutoff co_thick="2px"] WEBINAR ON DEMAND Un 40% adicional de estudiantes ha desertado de la educación por diversos factores que van desde la necesidad de apoyo económico, desempleo y cambio en las prioridades, entre otros. Desde antes de la llegada del Coronavirus a Latinoamérica y especialmente a Colombia, la educación se enfrentaba a retos de enorme proporción como corresponden a la calidad de la educación y el margen de deserción frente a la misma, principalmente. Ahora, con la llegada del Covid-19 y los cambios que la emergencia trajo consigo, estos aspectos tienden a potencializarse y se plantea un panorama aún más retador lleno de oportunidades. La innovación y transformación son imperativas, con foco en la digitalización de la experiencia y plataformas que permitan la apropiación del conocimiento. Es de vital importancia por tanto evaluar estrategias y recomendaciones útiles para un mejor uso de los recursos tecnológicos, desarrollando habilidades e identificando herramientas que a futuro (reconociendo que los escenarios de la pandemia cambian día a día), serán útiles no solo para impartir clases a distancia, sino que permitan el enganche y atracción de los estudiantes, aprovechando las oportunidades para llegar donde antes no era posible, a través de diferentes canales de atención para captación de prospectos, apalancados en la creatividad y diferenciación en el sector. ¡No te lo pierdas![webinarschedule][mktoform cta_header="Participa en el Webinar" cta_button="Descargar Ahora" cms_hold="RG" cid_id="7011T000001ky5IQAQ"] Conoce a los Speakers Martha Blanco Principal Business Consultant, Genesys Andean Region, CAM & Caribbean Olga Lucía Gutiérrez Senior Solutions Consultant, Genesys Andean Region, CAM & Caribbean Digital Event LATAM Virtual Partner Conference & Awards [cutoff co_thick="2px"] 06 de Noviembre, 2020 10:00 hrs (EST) Los tiempos difíciles requieren que nos movamos más rápido y adoptemos la innovación. En Genesys nos preocupamos por esto y también por ustedes, nuestros Partners. Para mantenernos a todos a salvo durante la pandemia, la Conferencia de partners de este año será virtual, 06 de noviembre, 10 AM (Eastern Standard Time) y tendrá duración de dos horas. El evento es gratuito y tendrá contenido de gran relevancia. Nuestro objetivo es ayudarlo a construir relaciones más sólidas y gratificantes con los clientes a través de nuevas oportunidades de ventas y adquisición de clientes. Únase al equipo de liderazgo de Genesys, para obtener información estratégica, actualizaciones de productos y mejores prácticas de habilitación de ventas. A través de este evento, saldremos más fuertes, mantendremos nuestra posición de proveedor de soluciones en la nube de la industria y juntos, brindaremos este año. ¡Valoramos su compromiso con Genesys y esperamos verlo! Es necesario registrarse en el evento hasta el 4 de noviembre. [webinarschedule][mktoform cta_header="Regístrese hasta el 4 de Noviembre" cta_button="Registrarse" cms_hold="RG" cid_id="7011T000001kxxEQAQ"] Speakers Diego Palmieri Head of Channel Sales and Cloud Business Development Latin America at Genesys Sebastián Ballerini Sales Senior VP, LATAM Genesys Evento Digital Los titanes de CX a la mesa Lanzamiento oficial El rol del Chief Experience Officer en la empresa mexicana [cutoff co_thick="2px"] On Demand Durante el 2020, quizá el año más transformacional de nuestras vidas, construimos una nueva alianza para acelerar la evolución de la Experiencia del Cliente en México. Forbes y EGADE Business School se unieron a Genesys para formar una triada estratégica que investiga, fomenta y comunica sobre el rol del Chief Experience Officer (CXO) en las empresas. Nos dimos a la tarea de buscar, identificar y conversar con los encargados de la experiencia del cliente en México y nos encontramos con que la efervescencia del CX y sus tecnologías yacen en un mundo digital de crecimiento acelerado, y que las organizaciones compiten por el domino de una práctica estratégica: La Empatía Empresarial. Pues bien… la investigación ha concluido. Descubra a las grandes marcas que nos acompañaran en esta mesa de discusión sin precedente para develar los hallazgos. El ESPECIAL de Forbes ya está disponible como herramienta de transformación digital de su empresa. ¡Nos sentimos orgullosos de contribuir con el desarrollo y la supervivencia empresarial de México! ¡Sea parte de la conversación digital![webinarschedule][mktoform cta_header="Regístrese Ahora" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001ky1kQAA"] Conozca a los Speakers Verónica Lumbreras Directora General de GENESYS México Jaime Martínez Director de EGADE Business School, Ciudad de México David Arconada Presidente de la AMEC y Vicepresidente de Experiencia del Cliente AEROMÉXICO Uriel Naum Ávila Periodista y Consultor en FORBES Juan Pablo Saldaña Head of Customer Experience de Justo Martín Raygoza Head of Experience & Entertainment de Grupo Modelo Fernando Villalobos Director General de Bconnect Konecta México Genesys Webinar La Experiencia del Paciente Digital [cutoff co_thick="2px"] Webinar On-Demand Hoy la industria de Salud se ha tenido que adaptar a un modelo de atención a pacientes en su mayoría de manera digital. Las empresas que administran pacientes y sus servicios hoy se encuentran ante una inmensa oportunidad de capitalizar las interacciones digitales: los dos ejemplos de más impacto son las teleconsultas y las recetas digitales. Durante este webinar compartiremos estrategias de atención digital donde estas tendencias se embeben en la experiencia del cliente para fortalecer la Experiencia del Paciente Digital. ¡Regístrese Ahora![webinarschedule][mktoform cta_header="Participa en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001t6umQAA"] Conoce a los Speakers Carlos Reyes Solution Consultant, Genesys Priscila Gutiérrez Sr. Solutions Consultant, Genesys Liliana Ramírez Account Director, Genesys Webinar Innovación en la gestión de Experiencias Como utilizar la Inteligencia Artificial para mejorar el CX en el mercado Farmacéutico [cutoff co_thick="2px"] Webinar On-Demand Acompáñenos en esta charla y descubra como Genesys puede ayudarlos para: Diseñar una estrategia de customer experience digital dirigida al cliente del mercado farmacéutico Brindar un customer experience diferencial y optimizar la automatización de procesos para la mejora de costos de atención al cliente. Construir una visión omnicanal para la gestión de todas las líneas de producto Entender el comportamiento de sus prospectos y clientes utilizando herramientas de Inteligencia Artificial y su machine learning ¡Regístrese Ahora![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001kxBKQAY"] Conozca a los Speakers Leticia Chiappanni Account Executive Genesys Oscar Triviño Sr Solution Consultant Genesys Webinar con analista de F&S, testimonio de Boston Medical Group y demo ¿Por qué las empresas que adoptan CCaaS están liderando la Experiencia de Cliente? Participan Federico Teveles, Analista de Experiencia de Cliente y TIC en Frost & Sullivan y Christian Gabriel, Director de Marketing Digital Internacional en Boston Medical Group [cutoff co_thick="2px"]Los datos de mercado europeo de CCaaS son indiscutibles, demostrando una rápida aceleración en el número de empresas que deciden migrar a la nube. A medida que se adaptan rápidamente a una nueva normalidad, estas empresas están descubriendo que los beneficios de un contact center cloud van mucho más allá de permitir a los agentes trabajar desde casa. En este webinar, analizamos cómo un contact center en la nube permite a las organizaciones: • Aportar agilidad, resistencia y adaptabilidad a sus actividades de CX mediante micro servicios y actualizaciones basadas en la nube • Cumplir con las expectativas del cliente en cuanto a la hiperpersonalización, la velocidad, la seguridad de los datos y el autoservicio • Permitir a los agentes ofrecer una experiencia excepcional al cliente a través de un mejor compromiso, flujo de trabajo y automatización Esta sesión también es una oportunidad única para escuchar el testimonio de Boston Medical Group, que migró a Genesys Cloud y comparte su experiencia con nosotros (¡lo bueno y lo no tan bueno!). Y, como guinda del pastel, podrás ver una rápida demostración de Genesys Cloud en acción. No pierdas esta oportunidad. ¡Regístrate ahora![webinarschedule][mktoform cta_header="Reserve su lugar" cta_button="¡Regístrate ahora!" cms_hold="RG" cid_id="7011T000001kx9iQAA"] Conoce a los ponentes Luis Miguel Domínguez Country Manager Genesys Iberia Christian Gabriel Director de Marketing Digital Internacional Boston Medical Group Federico Teveles Analista de Experiencia de Cliente y TIC Frost & Sullivan Webinar OnDemand La Revolución de los canales en el sector Retail [cutoff co_thick="2px"] Contenido OnDemand El retail ha experimentado importantes cambios tecnológicos en los últimos años, por supuesto; producto del Covid-19 ha tenido una aceleración exponencial en los últimos tiempos. La digitalización y revolución del canal moderno tales como redes sociales y canales de mensajería, debido a la contingencia; ganan ventaja sobre el histórico canal tradicional. La necesidad de ofrecer una experiencia de cliente fluida, eficiente e integrada en todos los canales de compra disponibles, ha impulsado el desarrollo y el rápido crecimiento de un modelo operativo comercial minorista omnicanal. Sin embargo; no todas las empresas nacieron de esta manera y han tenido que adaptarse rápidamente. Con compradores más expertos en tecnología, este sector ha creado canales de venta y una cadena de Suministro cada vez más segmentados; donde se exige una mezcla entre el bienestar y lo experiencial. Hoy no se trata solo en vender productos, sino en vender experiencias satisfactorias, simples, efectivas e interactivas que puedan facilitar la vida del cliente end to end. ¡Regístrese Ahora![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001kwyzQAA"] Conozca a los Speakers Martha Blanco Principal Business Consultant, Andean Region Genesys Olga Gutiérrez Senior Solutions Consultant, Andean Region, CAM & Caribbean Región Andina Webinar OnDemand El retail después de la pandemia ¿Boom o fracaso? [cutoff co_thick="2px"] Contenido OnDemand La pandemia de la COVID-19 aceleró la revolución digital, cambió de forma permanente los hábitos de consumo y la forma de operar de muchas empresas, incluidas las de retail. El e-commerce, dropshipping, delivery y trabajo remoto han sido clave para la supervivencia y éxito de muchas compañías. Sin embargo, no todas han logrado adaptarse o lo han hecho de forma tardía, impactando negativamente en su economía. En este webinar se hablará sobre las oportunidades originadas y de los futuros desafíos de las empresas en Latinoamérica después de esta crisis sanitaria. ¡Regístrese Ahora![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001kwRzQAI"] Conozca a los Speakers Leonel Villarroel Sr Solution Consultant Genesys Cesar Ortega Director Comercial Sixbell Región Andina Webinar Genesys, MediaAgility & Google Experiencia del cliente y eficiencia operativa: AI en el Contact Center [cutoff co_thick="2px"] Webinar OnDemand En la actual revolución de la Experiencia del Cliente (CX) en la que 30% de las interacciones críticas ocurren en el Contact Center (CC), y en la que habrá una automatización de más del 40% para el 2023, el uso de bots e inteligencia artificial serán la solución con un ahorro de costos entre el $11 y $20 pesos por interacción. Contact Center – Artificial Intelligence (CCAI de Google) automatiza interacciones simples y habilita al agente para resolver eficientemente utilizando tecnología AI. Experience as a Service (EaaS de Genesys) saca partido a la tecnología de CCAI de Google humanizando las interacciones con el cliente aumentando la lealtad, empatía y confianza. Venga a conocer los servicios administrados en el CC de MediaAgility para obtener una verdadera modernización y continuidad en sus negocios. Acompáñenos en este webinar, en dónde expertos de Google Cloud, Genesys y MediaAgility nos hablarán a fondo de estos temas. ¡Regístrese Ahora![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001kwggQAA"] Conozca a los Speakers Javier Piedracruz Machine Learning Specialist, Google Stephania Casillas Solutions Consultant, Genesys Dan Miyamoto Technology Director, MediaAgility Danilo Rivera Sr Cloud Business Development, Genesys Responder, Reiniciar y Crecer El tridente ideal para ganar durante una crisis [cutoff co_thick="2px"] 1° de Octubre, 10:00 hrs. Argentina ¿Por qué esta crisis es diferente a todas las anteriores? ¿Cuáles son los atributos claves que los líderes de ahora deben tener? El tiempo de reaccionar ha quedado atrás y es momento de retomar el rumbo con acciones contundentes. Frost & Sullivan y Genesys traen un conversatiorio de gran interés en donde estaremos revisando la actualidad post-pandemia y las principales Mega Tendencias Globales para los próximos 10 años Estos son algunos de los temas que estaremos conversando: Operaciones e interacciones con clientes en tiempos de pandemia Introducción a las Mega Tendencias Globales 2030 Tendencias sociales y el futuro de las principales Industrias. ¡Regístrate hoy![webinarschedule][mktoform cta_header="Participa en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t6wEQAQ"] Conoce los Speakers Sebastián Menutti Industry Principal Frost & Sullivan Leticia Chiappanni Account Executive Genesys Juan Vicente Hernández Cloud Sales Specialist Director Genesys Marcelo Walter Montenegro Gerente de Contact Center en Red Link On-Demand Webinar Experiencia del paciente: Humanización, personalización y empatía [cutoff co_thick="2px"] WEBINAR ON DEMAND No es menor que la situación que estamos viviendo nos tenga el corazón a flor de piel. Se hace importante entonces el saber identificar las emociones y entender los sentimientos que pueden estar presentes de manera visible o invisible en la interacción no solo con el paciente, sino con su entorno cercano. Acompáñanos en este viaje donde recordaremos, recuperaremos y evolucionaremos en la maravillosa Experiencia del Paciente. ¡No te lo pierdas![webinarschedule][mktoform cta_header="Participa en el Webinar" cta_button="Regístrate Ahora" cms_hold="RG" cid_id="7011T000001kvloQAA"] Conoce a los Speakers Martha Blanco Principal Business Consultant, Genesys Andean Region, CAM & Caribbean Diana Garzón Senior Solutions Consultant, Genesys Andean Region Webinar On Demand Genesys, Snoop & Google CX + IA: Transformando el relacionamiento para nuevas realidades [cutoff co_thick="2px"] Webinar On Demand En esta nueva realidad en que vivimos, los clientes demandan una atención excepcional y soporte 24 horas, todos los días. La Inteligencia Artificial brinda la oportunidad a sus clientes de encontrar la ayuda que necesitan, optimizando la eficiencia operativa de su organización y ofreciendo una Experiencia de Usuario inigualable. Acompáñenos en nuestro webinar, en dónde expertos de Google Cloud, Genesys y Snoop nos hablarán sobre: Eficiencia operacional vs cercanía con el cliente: Omnicanalidad + Inteligencia Artificial Cómo adaptarnos a los rápidos cambios de canales por parte de nuestros clientes. Cómo habilitar a nuestra organización para manejar crecimientos geométricos a través de soluciones más elásticas. Brindar la mejor Experiencia de Usuario a través de una solución: Simple, flexible, ágil, robusta y escalable. ¡Regístrese Ahora![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001kvUjQAI"] Conozca a los Speakers Vinicius Xavier Customer Engineer, Google Cloud Platform, especializado en CCAI Gustavo Guaragna CEO Snoop Consulting Julián Hernández Sr. Cloud Business Development LATAM en Genesys Webinar Genesys & Crossnet Cómo maximizar las ventas en el mundo omnicanal Asegurando la fidelización y retención de clientes en épocas de pandemia [cutoff co_thick="2px"] 18 de Agosto, 9:00 hrs. Lima La actualidad que atravesamos hoy día ha presentado serios imprevistos y un enorme número de desafíos que nos han llevado a una nueva normalidad. Los usuarios se han volcado a los canales digitales y remotos para satisfacer sus demandas y necesidades. Este contexto brinda una oportunidad inmejorable para que las organizaciones puedan ofrecer una Experiencia de Cliente única a través de las innovaciones tecnológicas y digitales. Lo que es fundamental en esta nueva era. Genesys y Crossnet lo invitan al Webinar donde nuestros expertos nos contarán acerca de: El trabajo remoto en la nube. Multiplicación de la productividad. Cómo maximizar las ventas en el mundo omnicanal asegurando la captura y fidelización de clientes en épocas de pandemia. Caso de éxito: Mapfre ¡Regístrese Ahora![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrese Ahora" cms_hold="RG" cid_id="7011T000001t95cQAA"] Conozca a los Speakers Erick Johnson Country Manager Perú & Colombia CrossNet Hugo Casuso Director Mapfre Perú Carlos Arana Sr. Solution Consultant Genesys Germán Urrunaga Business Development Director Genesys On-Demand Webinar Uniendo fuerzas para enfrentar la nueva normalidad [cutoff co_thick="2px"] WEBINAR ON DEMAND El mundo se encuentra a la espera de empezar a vivir la ¨Nueva Normalidad¨, la realidad es que aún no la conocemos y ésta tendrá fuerte impacto en todos los ámbitos. En el mercado y en los consumidores la nueva realidad profundizará al máximo el cambio tecnológico y las tendencias en cuanto a un mercado digitalmente predominante que ya dejó de ser una estrategia a futuro para convertirse en el espacio de más crecimiento en casi todas las industrias. Durante la sesión se expondrán: Tendencias del mercado que han tomado relevancia bajo las variables de la Nueva Normalidad como consecuencia de las preferencias y conductas de los consumidores digitales. Cómo desde Genesys se ha identificado la cobertura de las nuevas demandas de los consumidores por medio de estrategias omnicanales que permiten la adaptabilidad de este tipo de cambios en el mercado. ¡De esta manera unimos esfuerzos con el mercado para enfrentar la Nueva Realidad![webinarschedule][mktoform cta_header="Participa en el Webinar" cta_button="Regístrate Ahora" cms_hold="RG" cid_id="7011T000001t6ucQAA"] Conoce a los Speakers Liliana Ramírez Account Director Genesys México Priscila Gutiérrez Senior Solutions Consultant Genesys México Eduardo Rivera Senior Business Consultant Genesys LATAM Responder, Reiniciar y Crecer El tridente ideal para ganar durante una crisis [cutoff co_thick="2px"] WEBINAR ON DEMAND ¿Por qué esta crisis es diferente a todas las anteriores? ¿Cuáles son los atributos claves que los líderes de ahora deben tener? El tiempo de reaccionar ha quedado atrás y es momento de retomar el rumbo con acciones contundentes. Frost & Sullivan y Genesys traen un conversatiorio de gran interés en donde estaremos revisando la actualidad post-pandemia y las principales Mega Tendencias Globales para los próximos 10 años Estos son alguno de los temas que estaremos conversando: Operaciones e interacciones con clientes en tiempos de pandemia Introducción a las Mega Tendencias Globales 2030 Tendencias sociales y el futuro de las principales Industrias. ¡Regístrate hoy![webinarschedule][mktoform cta_header="Participa en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t8i4QAA"] Conoce los Speakers Juan Manuel González Research Director, Information & Communications Technologies Frost & Sullivan Humberto Marotta Gerente de sistemas UTP InLearning - Intercorp Germán Urrunaga Accounts Director Perú Genesy On-Demand Webinar Gestión exitosa del cliente frente a una nueva realidad [cutoff co_thick="2px"] WEBINAR ON DEMAND El planeta está generando de manera forzosa un cambio importante en los hábitos de los consumidores, al dejar por unas semanas prolongadas su vida cotidiana. Te invitamos a conocer algunos de los cambios que experimentarán de manera general los consumidores, el entorno en el que vivimos y nos relacionamos con las marcas, los productos y servicios. Temas de discusión: Principales cambios en los comportamientos Cómo gestionar los canales de atención en esta nueva realidad La experiencia del colaborador en teletrabajo Experiencia de clientes dentro del estilo de vida virtual Cómo asegurar una transición exitosa de los canales off line a on line [webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Regístrate Ahora" cms_hold="RG" cid_id="7011T000001t7UuQAI"] Conozca los Speakers Martha Blanco Principal Business Consultant, Genesys Andean Region, CAM & Caribbean Juan Carlos Mejía CEO, IZO Colombia Trasladando un Contact Center a operaciones remotas Cómo migrar a la nube en 48 horas [cutoff co_thick="2px"] ON DEMAND WEBINAR Conoce la nueva propuesta que Genesys les acerca a las empresas para desarrollar su CX Queremos invitarte a participar de nuestro próximo webinar donde en 30 minutos podrás conocer más sobre: Cómo ha evolucionado el consumidor a partir de las nuevas tendencias y entorno Cómo reducir costos e incrementar la satisfacción del cliente Cómo Trasladar un Contact Center a operaciones remotas en tan solo 48 horas. Otros incentivos que Genesys ofrece a las empresas Con el espíritu de acercar a nuestros clientes y prospectos la posibilidad de experimentar nuestra plataforma Genesys Cloud, ofrecemos el acceso gratis a la plataforma durante 30 días con el objetivo de ayudar a las organizaciones a construir un centro de contacto que pueda manejar lo inesperado manteniendo los costos bajo control. ¡Regístrate hoy y descubre los beneficios que Genesys te ofrece![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t7ZGQAY"] Conoce los Speakers Nicola Mazzucotelli Sales Director LATAM Genesys Juan Vicente Hernández Cloud Sales Director Genesys Julián Hernández Cloud Business Developer Genesys On-Demand Webinar Post-COVID19: La transformación de la experiencia del comprador en línea y la entrega de sus productos y servicios. [cutoff co_thick="2px"] WEBINAR ON DEMAND Los equipos de ventas y marketing dedican mucho tiempo, esfuerzo y dinero para prepararse ante los picos de tráfico de interacciones, ofrecer el producto correcto en el momento correcto y acompañar al cliente en el journey de compra se ha vuelto indispensable como herramienta diferencial, cuando el proceso de compra termina, la línea de cadena de suministros apenas comienza, sin embargo para el cliente, la experiencia es una sola y la omnicanalidad debe estar presente en el ciclo completo de la interacción con la marca. Conozca como la inteligencia artificial de Genesys ayuda a encaminar todos estos desafíos del eCommerce y Supply Chain. Acompáñenos en este webinar y descubra: La forma en que el Machine Learning rastrea en tiempo real todo el comportamiento del cliente en su sitio web y le notifica cuando los clientes se pierden al borde de la compra en el carrito o al abandonar su sitio sin un resultado deseado. Cómo proporcionar un Engagement personalizado con todos los canales (chat, ofertas emergentes de descuento, ofertas de contenido, correo electrónico, móvil, voz) en el viaje completo del cliente, desde la compra hasta el delivery. Cómo aprovechar los voicebots, chatbots, la analítica y el enrutamiento predictivo basados en inteligencia artificial para definir la relación, acordar expectativas y personalizar la experiencia sin sacrificar el valor de su marca. [webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t6uhQAA"] Conozca los Speakers Mauricio Giraldo Solutions Consultant Director, Genesys Latin America Brenda Zetina Directora comercial de cuentas, Genesys México Fernando Diógenes Director comercial de cuentas, Genesys México On-Demand Webinar La Uberización del contacto con el cliente 2.0 La transformación digital impulsada por el COVID-19 [cutoff co_thick="2px"] WEBINAR ON DEMAND Mientras el mundo se adapta a la pandemia de COVID-19, las organizaciones de todos los tamaños están luchando para gestionar el aumento de la demanda de servicios de atención al cliente, mientras trabajan para mantener a salvo a sus colaboradores. Conforme aumentan en nuestro país las restricciones para la interacción física entre personas, el consumidor de productos y servicios se ha volcado a los canales digitales y remotos para obtener una respuesta satisfactoria de su proveedor convirtiendo en ineludible y urgente la transformación empresarial. Para ayudar a afrontar estos retos, Genesys®, líder global en experiencia de cliente en la nube y soluciones de Centro de Contacto, ha lanzado una nueva oferta con el objetivo de apoyar a la empresa mexicana en sus procesos críticos de atención al cliente, permitiendo la creación y la gestión de equipos remotos, dando acceso Genesys Cloud de forma gratuita con un tiempo de implantación récord.[webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t7CbQAI"] Conozca los Speakers Veronica Lumbreras Country Manager Genesys México Oscar Parra Commercial Director Genesys México Mauricio Giraldo Solutions Consultant Director Genesys Latin America On-Demand Webinar Parte 2 Mitos y realidades sobre la regulación en México Servicios en Nube [cutoff co_thick="2px"] WEBINAR ON DEMAND. PARTE 2 En esta segunda parte del webinar seguirás descubriendo junto con Genesys cuál es el reto de la banca en la migración hacia la nube, terminaremos de ver las autorizaciones que los organismos regulatorios en México solicitan, las ventajas y preocupaciones de la migración, pero sobretodo comprenderás por qué actualmente ir hacia la nube es una opción segura. Las instituciones financieras tradicionales pueden diferenciarse y mejorar la experiencia del cliente y con nuestra ayuda ¡Tú puedes ser una de ellas![webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t7CWQAY"] Conozca los Speakers Javier De la Rosa Ex Director General de Supervisión de Riesgo Operacional y Tecnológico de la CNBV Juan Vicente Hernández Director Cloud Sales Genesys Oscar Parra Commercial Director Genesys México On-Demand Webinar Relación digital, la nueva "norma” para los servicios de seguros [cutoff co_thick="2px"] WEBINAR ON DEMAND La transformación de las compañías tradicionales y los nuevos modelos de negocio digitales para mejorar la experiencia del cliente han dejado de ser una utopía en América Latina para convertirse en una realidad en casi todos los países de la región y México no es la excepción. La digitalización ha causado un impacto significativo en el sector seguros y las organizaciones que no se apresuren en su adopción para satisfacer las demandas de los clientes digitales quedarán rezagadas y experimentarán bajos niveles de lealtad y de conversión de ventas. Acompáñenos en este webinar y descubra: Las tendencias de la industria de seguros y los puntos de inflexión post COVID-19 Los nuevos desafíos a los que nos enfrentamos ante el nuevo cliente digital y las herramientas para incrementar su lealtad. Cómo aprovechar la AI (Inteligencia Artificial), voicebots, chatbots, la analítica y el enrutamiento predictivo para definir la relación, acordar expectativas y personalizar la experiencia. [webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t6jZQAQ"] Conozca los Speakers Mauricio Giraldo Solutions Consultant Director, Genesys Latin America Hugo Reyna Gerente de Customer Experience, Genesys México On-Demand Webinar Parte 1 Mitos y realidades sobre la regulación en México Servicios en Nube [cutoff co_thick="2px"] WEBINAR ON DEMAND En este webinar descubrirás junto con Genesys cuál es el reto que la banca enfrenta hacia la nube, qué opinan los organismos regulatorios en México sobre esto, cuáles son los protagonistas de este cambio y sobre todo podrás entender cómo la migración hacia la nube es una opción segura. Las instituciones financieras tradicionales pueden diferenciarse y mejorar la experiencia del cliente y tú puedes ser una de ellas.[webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t6u8QAA"] Conozca los Speakers Javier De la Rosa Ex Director General de Supervisión de Riesgo Operacional y Tecnológico de la CNBV Oscar Parra Commercial Director Genesys México On-Demand Webinar La Uberización del contacto con el cliente La transformación digital impulsada por el COVID-19 [cutoff co_thick="2px"] WEBINAR ON DEMAND Mientras el mundo se adapta a la pandemia de COVID-19, las organizaciones de todos los tamaños están luchando para gestionar el aumento de la demanda de servicios de atención al cliente, mientras trabajan para mantener a salvo a sus colaboradores. Conforme aumentan en nuestro país las restricciones para la interacción física entre personas, el consumidor de productos y servicios se ha volcado a los canales digitales y remotos para obtener una respuesta satisfactoria de su proveedor convirtiendo en ineludible y urgente la transformación empresarial. Para ayudar a afrontar estos retos, Genesys®, líder global en experiencia de cliente en la nube y soluciones de Centro de Contacto, ha lanzado una nueva oferta con el objetivo de apoyar a la empresa mexicana en sus procesos críticos de atención al cliente, permitiendo la creación y la gestión de equipos remotos, dando acceso Genesys Cloud de forma gratuita con un tiempo de implantación record de tan sólo 48 horas.[webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001t6VcQAI"] Conozca el Speaker Veronica Lumbreras Country Manager Genesys México Oscar Parra Commercial Director Genesys México Mauricio Giraldo Solutions Consultant Director Genesys Latin America Analyst Webinar Genesys Cloud in Action Simplificando Integraciones en la era de apificación & Open Platform [cutoff co_thick="2px"] 31 de Marzo de 2020, 11:00 AM - Hora de MX WEBINAR EN VIVO Desde hace un buen tiempo entramos en una época de diferentes transiciones, Capex a Opex, Código Cerrado a Open Source, Premise a True Cloud e integraciones propietarias a Open Platform. Varios de estos aspectos son cada vez más relevantes e impactan de forma frecuente las iniciativas de cambios en tecnología, mejoramiento e innovación, haciendo que las aplicaciones sean menos restrictivas, más agiles y personalizables para adaptarse a necesidades específicas. Únase a nosotros en esta sesión para ver como Genesys Cloud adopta estas transformaciones para brindar mejores experiencias de atención, bajo un esquema de integración simple, abierto, robusto y completo. Genesys Cloud, de SaaS a PaaS acorde con sus necesidades. En este Webinar vas aprender: Integraciones Out-of-the-Box AppFoundry y Complementos de Valor Genesys Cloud como Plataforma Abierta, API, SDKs y mucho mas [webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001krUQQAY"] Conozca el Speaker Julián A. Hernández S Cloud Business Development Genesys Analyst Webinar La ruta de migración a la nube De Soluciones legadas a una experiencia al cliente como servicio. [cutoff co_thick="2px"] ON DEMAND WEBINAR Iniciamos una nueva década enmarcada por tecnologías y economias exponenciales, las unidades de experiencia al cliente requieren soluciones como servicio que le permitan conocer a sus clientes, anticiparse a sus necesidades y responder de manera inteligente a ellos cuando lo prefieran, Sin embargo la realidad de las compañías en la gestión de experiencia al cliente para atender las nuevas expectativas del consumidor involucra soluciones legadas con canales limitados, información incoherente del cliente y límites tecnológicos que terminan afectando las operaciones comerciales y de servicio. Conozca los recursos y metodologías de migración que Genesys ha ejecutado con éxito en más de 800 clientes a nivel global, para lograr llegar a consumir servicios de experiencia al cliente en la nube. En este seminario web aprenderá: • La visión de Genesys para soportar la década de la personalización y de soluciones de experiencia al cliente como servicio • El journey de una migración, los principales mitos, retos y objetivos que las empresas enfrentan al momento de plantear una migración a la nube • Conozca los recursos, herramientas y metodologías que se enfocan en lograr los objetivos de negocio bajo una relación de largo plazo y no un proyecto transaccional de migración[webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001kqFNQAY"] Conozca el Speaker Juan Vicente Hernandez Cloud Sales Director Genesys Analyst Webinar Genesys AI y los desafíos del crecimiento del eCommerce en Latinoamérica [cutoff co_thick="2px"] Webinar On-Demand El tiempo atenta contra las ventas. Los equipos de ventas y marketing dedican mucho tiempo, esfuerzo y dinero para prepararse ante los picos de tráfico de interacciones. Empresas de todos los sectores y tamaños pueden aprovechar la inteligencia artificial y el Machine Learning para aumentar las conversiones, los ingresos y mejorar la productividad en las ventas. Conozca como la inteligencia artificial de Genesys ayuda a encaminar todos estos desafíos del eCommerce. En este seminario web aprenderá: - La forma en que el Machine Learning rastrea en tiempo real todo el comportamiento del cliente en su sitio web y le notifica cuando los clientes se pierden al borde de la compra en el carrito o al abandonar su sitio sin un resultado deseado. - Cómo proporcionar un Engagement personalizado con todos los canales (chat, ofertas emergentes de descuento, ofertas de contenido, correo electrónico, móvil, voz) para atraer a los clientes en tiempo real. - Cómo aprovechar los voicebots, chatbots, la analítica y el enrutamiento predictivo basados en inteligencia artificial para definir la relación, acordar expectativas y personalizar la experiencia sin sacrificar el valor de su marca.[webinarschedule][mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7011T000001kmB1QAI"] Conozca el Speaker Mauricio Giraldo Senior Manager, Solutions Consulting Genesys Webinar de mejores prácticas Cómo combinar la experiencia del cliente y la experiencia del empleado para beneficiar el resultado final Con la historia de éxito de Pentafon WEBINAR ON DEMAND [cutoff co_thick="2px"] A medida que su centro de contacto se vuelve más complejo con un número creciente de canales, necesita la tecnología adecuada para apoyar a su fuerza laboral. La administración de múltiples proveedores para la infraestructura de centro de contacto (CCI) y las capacidades de gestión de compromiso de la fuerza laboral (WEM) aumenta los desafíos comerciales y los obstáculos técnicos. Y eso afecta la experiencia del cliente, la experiencia de los empleados y los resultados finales. [webinarschedule]Este seminario web está disponible on-demand[cutoff co_thick="2px"] Conozca a los ponentes. Hugo Reyna Customer Experience Manager Genesys Paola Ferrer Duarte Innovation & Development IT Director Pentafon [mktoform cta_header="Regístrate ahora" cta_button="Regístrate ahora" cms_hold="RG" cid_id="7010d000001Gdp1AAC"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Las Tecnologías y Tendencias en el sector Financiero Genesys en asociación con Fintech Americas, el líder en transformación financiera en las Américas, presentará el Webinar que habla de las principales tendencias observadas en el área de finanzas para ofrecer mejores experiencias del cliente a través de la digitalización. El sector de servicios financieros ha sido siempre un pionero a la hora de adoptar nuevas tecnologías. Desde la automatización y los dispositivos electrónicos para usuarios –como cajeros automáticos– hasta internet banking y pagos electrónicos, el sector está primero en la curva digital, beneficiando tanto a consumidores como a empresas. El resultado: el mundo de los negocios bancarios se ha vuelto mucho más ágil y eficiente. Por otro lado, los clientes financieros son cada vez más sensibles a los costos. ¿Sabe usted cuál es el equilibrio perfecto entre servicio, flexibilidad y costos? En este Webinar repasamos: Inclusión financiera y de fácil acceso Digitalización efectiva y AI Regulación y Seguridad No deje que lo sorprendan los cambios que se avecinan. ¡Inscríbase a este webinar ahora![webinarschedule][cutoff co_thick="2px"] Conozca los Speakers Ray Ruga CEO y Co-Fundador Fintech Americas Hugo Reyna Gerente de Customer Experience Genesys Alma Baltazar Gerente de Customer Service Sr Pago [mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7010d000001GZVgAAO" landing_id="69249"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Conozca en este Webinar de la mano de expertos cuáles serán las tendencias en el 2019. El trabajo del servicio al cliente está cambiando. La automatización y la IA frenan el aumento de personal. Al mismo tiempo, no deshumanizan las operaciones ni absorben todos los puestos de trabajo. Liberan a los agentes de las tareas repetitivas o de bajo valor y los reposicionan en tareas de mayor valor. Esto habilita aún más a los agentes para nutrir las relaciones con los clientes y les da un sentido de propósito. En este webinar repasamos: ¿Cómo evolucionará la experiencia del cliente en 2019 y más allá?. ¿Cuáles son los desarrollos tecnológicos que deben tener las organizaciones?. ¿Cómo deberá seleccionar y capacitar a los agentes?. ¿Porqué la IA y la automatización de los procesos puede mejorar sus resultados financieros?. No deje que lo sorprendan los cambios que se avecinan. ¡Inscríbase a este webinar ahora! [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Luis Baquero VP de Ventas en LATAM [mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7010d000001Kgh3AAC" landing_id="68757"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle] Acompáñenos en este webinar en el que podrá conocer el caso de Heineken, la cervecera más grande de Europa. Los detalles de cómo logró migrar de procesos manuales hacia la excelencia en CX. Conozca de boca de los protagonistas, las tácticas utilizadas para habilitar capacidades omnicanal, incorporar el uso de canales digitales para el autoservicio convirtiéndose en un centro de contacto de clase mundial. Conozca los detalles de un caso verdadero de transformación digital! Aumento del 40% en los contactos de clientes Índice de éxito del 97% en la atención de llamadas entrantes Aumento del 20% en la productividad outbound [webinarschedule][cutoff co_thick="2px"] Conozca los Speakers Oscar Parra Director de cuenta para Genesys Adrian Lozano Director de Customer Experience para Heineken [mktoform cta_header="Vea el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" cid_id="7010d000000iYhzAAE" landing_id="68253"] DEMO WEBINAR ¡Vea a PureConnect en acción! Implemente, escale y gestione experiencias excepcionales en cuestión de minutos. [cutoff co_thick="2px"][webinarschedulesingle]La rapidez para escalar y gestionar un contact center según los niveles de servicio requeridos es determinante para la experiencia del cliente. Pero la dificultad a menudo radica en el tiempo y la ingeniería que se necesitan para que las diversas herramientas del contact center funcionen en conjunto y logren unificar los datos del cliente en un único historial. PureConnect es una solución "todo en uno" que da agilidad a sus equipos, así como a los procesos de generación de reportes y planificación. Miles de organizaciones utilizan esta comprobada solución, basada en la tecnología CIC/Caas, para manejar sus comunicaciones de voz y digitales y brindar un servicio excepcional. Mire este webinar on-demand que presenta una DEMO EN VIVO de PureConnect. Vea cómo la sofisticada IU web hace que sea más fácil que nunca implementar, escalar y gestionar grandes experiencias. En el webinar verá por qué PureConnect es: "Todo en uno"—Todo lo que usted necesita está allí; es una solución que puede expandirse fácilmente en cualquier momento: lo único que tiene que hacer es añadir más licencias. Fácil de usar—Cuenta con potentes herramientas de administración para poder gestionar y actualizar su IVR, o lo que usted necesite... en forma rápida y directa. Gradual en su implementación—Vea cómo elaborar un plan en etapas que integre sus sistemas y equipos sin generar disrupciones.[webinarschedule][cutoff co_thick="2px"] Orador Julian Hernandez Sales Operations Support Specialist en Genesy [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" cms_hold="HOT" ar_status="dynamic" cid_id="7010d000000ma3O" landing_id="67174"] Webinar presentado por Genesys ¡Todos los caminos llevan a la nube! Explore las opciones para migrar su contact center. [cutoff co_thick="2px"][webinarschedulesingle]El futuro es, por naturaleza, incierto, pero si de algo podemos estar seguros es de que siempre se producirán cambios. Las actitudes de los clientes cambian, y los nuevos competidores generan disrupción en el mercado. Las nuevas tecnologías tienen gran aceptación y se imponen de la noche a la mañana. Por eso, es absolutamente necesario tener más agilidad operativa que nunca. Y Genesys ofrece a sus clientes la posibilidad de migrar a la plataforma que mejor se adecua a sus necesidades y a sus tiempos. Escuche a Bárbara González, vicepresidenta de Global Business Consulting de Genesys, hablar acerca de los factores que impulsan la migración a la nube y las opciones que tienen las organizaciones cuando el "cambio" resulta decididamente imperioso. Acompáñenos y aprenda cómo: Aprovechar al máximo su inversión en Genesys modernizando sus funcionalidades Disfrutar de los beneficios de migrar a la nube a su ritmo: todo a la vez o paso a paso, según los desafíos y los resultados fijados Aumentar la agilidad organizativa migrando a sistemas que ofrecen mayor flexibilidad para administrar la diversidad de necesidades [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Barbara Gonzalez VP Global Business Consulting Genesys [mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" landing_id="67396" cid_id="7010d000000mbKS"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]IMT compartirá los puntos clave que impactan en la estrategia de experiencia del cliente, así como las acciones a implementar en las organizaciones. Hoy en día las tecnologías digitales 2.0, incluyen el aprendizaje automático, la inteligencia artificial, la biometría y la automatización robótica, esto permitirá un crecimiento en soluciones innovadoras y personalizadas de los Contactoo Center 3.0, sin duda aportarán facilidad en la innovación. Además hablaremos de como PureCloud , una solución de colaboración "todo en uno", unifica las comunicaciones entre empleados y clientes para crear un excepcional customer engagement; es de rápida implementación, intuitiva y fácil de usar. Ha sido diseñada para ofrecer experiencias consistentes, personalizadas e ininterrumpidas a los clientes. Esta poderosa y galardonada plataforma en la nube ayuda a las organizaciones a: Los beneficios de reemplazar su antiguo call center por un contact center omnicanal en la nube Cómo PureCloud puede ayudarlo a brindar el mejor customer engagement Conectarse con los clientes, administrar tareas y ver tendencias desde una plataforma simple y sencilla [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Alejandro Casado Director General de Operaciones del Instituto Mexicano de Teleservicios Oscar Parra Director de cuenta Genesys [mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" landing_id="66950" cid_id="7010d000000mZjs"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Para satisfacer las expectativas del cliente moderno en 2018, las empresas deben contemplar mucho más que la adopción de canales digitales en su servicio de atención. De hecho, deben concentrarse en entregar la mejor experiencia del cliente basada en el historial de interacción a través de chatbots, engagement visual (pantalla compartida con agentes) e interfaz de voz. En 2018 las empresas también deberán reinventar sus operaciones y colocar la automatización y la inteligencia artificial (IA) en el centro de su estrategia. La IA aumenta la habilidad de los agentes, puesto que se hace cargo de tareas básicas como recolectar y proporcionar información, lo que les permite dedicarse a resolver llamadas complejas y a construir relaciones duraderas con el cliente para lograr su satisfacción y lealtad. Vea este webinar y conozca las tendencias del servicio al cliente para 2018: Cómo los chatbots habilitados con IA están revolucionando la atención al cliente. Cómo los asistentes virtuales (Alexa, Siri, Google Home) se convertirán en el componente central de la experiencia del cliente. Cómo el engagement visual, el chat de video, la conavegación y la pantalla compartida transforman la experiencia del cliente y del agente. [webinarschedule][cutoff co_thick="2px"] Orador Bruno Bertini Diretor de Marketing LATAM Genesys [mktoform cms_hold="RG" cta_header="VEA LA GRABACIÓN" landing_id="62674" cid_id="7010B000001SRwO"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Actualmente, los clientes utilizan varios canales para interactuar con las empresas y esto genera una complejidad en el customer engagement causando no sólo el aumento de costos, sino también desafíos en proporcionar una experiencia del cliente consistente. Mantener el historial de las interacciones ha sido crucial para evitar la frustración y reducir el tiempo de atención al cliente. Para solucionar este problema, las empresas están invirtiendo cada vez más en soluciones de Inteligencia Artificial y automatización, además de proporcionar canales de autoservicio. Para adelantarse a la competencia y mantener a sus clientes satisfechos es necesario definir o actualizar su autoservicio omnicanal e implementar una estrategia de Inteligencia Artificial. Vea este webinar y conozca: Cómo personalizar la experiencia del cliente en los canales de voz y digitales mediante el historial de interacciones anteriores Cómo adoptar multimodalidad para aumentar el índice de autoservicio y reducir la necesidad de interacción con agentes Cómo implementar nuevos microapps de autoservicio omnicanal para obtener ventajas competitivas [webinarschedule][cutoff co_thick="2px"] Orador Heriberto Lechuga Strategic Solution Manager en Genesys [mktoform cms_hold="RG" cta_header="VEA LA GRABACIÓN DEL WEBINAR" cta_button="VEA AHORA" landing_id="62205" cid_id="7010B000001SOH0"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Se ha producido un cambio dramático en la forma en que los clientes desean comunicarse con las empresas: quieren que las interacciones sucedan en su tiempo, de manera flexible y casualmente, en lugar de la comunicación anterior excesivamente formal. Una de las tendencias emergentes del servicio al cliente incluye la comunicación a través de servicios de mensajería instantánea como WhatsApp, Facebook Messenger y chat en vivo integrados en el sitio. Este canal ayuda a los clientes a abrir sus preocupaciones y quejas de una manera informal, mientras que permite a los agentes encontrar soluciones en tiempo real. Además, no requieren una inversión alta y tienen un bajo costo operacional. Vea la grabación del webinar y aprenda: Los beneficios de adoptar mensajería instantánea como un canal de servicio Cómo es fácil crear e implementar un chatbot en su contact center Cómo implantar una plataforma de Inteligencia Artificial y hacer de la atención al cliente su diferencial competitivo [webinarschedule][cutoff co_thick="2px"] Oradores Felipe Schwartzmann VP of Sales LATAM and Caribe Mauricio Giraldo Solution Consultant Manager LATAM [mktoform cms_hold="RG" cta_header="VEA LA GRABACIÓN DEL WEBINAR" cta_button="VEA EL WEBINAR" landing_id="61817" cid_id="7010B000001SLrA"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]La automatización de tareas a través de robots digitales (o bots) está cambiando radicalmente la forma en que realizamos nuestras actividades diarias. Aunque la Inteligencia Artificial ha existido durante muchos años, el uso en CX es algo muy reciente. Para debatir sobre este tema actual, organizamos el seminario web que presentó Heriberto Lechuga, Strategic Solution Manager de Genesys. Mire la grabación y sepa: 1. Quién es Kate y qué puede hacer por su organización. 2. Cómo aplicar la inteligencia artificial en la experiencia del cliente.[webinarschedule][cutoff co_thick="2px"] Orador Heriberto Lechuga Strategic Solution Manager en Genesys [mktoform cms_hold="RG" cta_header="VEA LA GRABACIÓN DEL WEBINAR" cta_button="VEA EL WEBINAR" landing_id="61427" cid_id="7010B000001SJrO"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Los centros de contacto latinoamericanos se están reinventando para satisfacer las necesidades del cliente digital ultraconectado. Ofrecer una experiencia única y consistente a través de todos los canales de atención, incluyendo sitios web, redes sociales, mensajería instantánea, correo electrónico, chat, SMS y el teléfono se ha convertido en una prioridad para las empresas que quieren diferenciarse en el mercado. Para ofrecer una atención omnichannel sin interrupciones es necesario modernizar el contact center y muchas empresas están aprovechando los beneficios de la nube, como los bajos costos y corto plazo de implementación, entre otros para realizar esta transformación. Asista el Webinar aliado con Frost & Sullivan y aprenda: Como Brindar las experiencias que sus clientes desean a medida que cambian sus expectativas Cuales son los beneficios de reemplazar su contact center antiguo por un contact center omnichannel en la nube Como PureCloud puede ayudarle a ofrecer el mejor Customer Engagement [webinarschedule][cutoff co_thick="2px"] Oradores Juan Manuel González Director de Investigación en el área de Transformación Digital para Frost & Sullivan en América Latina Maurício Giraldo Solution Consultant Manager LATAM [mktoform cms_hold="RG" cta_header="VEA LA GRABACIÓN DEL WEBINAR" cta_button="VEA AHORA" landing_id="62192" cid_id="7010B000001SOBl"] [this_page_title] Como la Inteligencia Artificial puede aumentar las ventas, y proporcionar una CX excepcional. [cutoff co_thick="2px"][webinarschedulesingle]Acompáñenos en este webinar en el que podrá ver cómo Genesys Altocloud utiliza el poder de la inteligencia artificial (IA) para optimizar los journeys online, monitorear a los clientes actuales y potenciales en tiempo real, e intervenir a través de chat, callback u oferta de contenido —basados en reglas— cuando un prospecto está perdido o confundido. En un mercado tan competitivo, es cada vez más importante tener la capacidad de identificar el momento en el que la lealtad del cliente puede estar en peligro. Y, para hacerlo, es fundamental conectarse con ellos tanto en tiempo real como de forma asincrónica. En este webinar, usted podrá ver cómo Genesys Altocloud genera más ventas y conversiones, produce más leads calificados, ofrece una mejor experiencia online para el usuario, y reduce el costo de venta. Esta solución le brinda una poderosa capacidad de análisis del journey del cliente con IA, aprendizaje automático en tiempo real, e engagement predictivo a través de chat, callback u oferta de contenido.[webinarschedule][cutoff co_thick="2px"] Orador Heriberto Lechuga Strategic Solution Manager en Genesys [mktoform cta_header="VEA LA GRABACIÓN " cta_button="VEA AHORA" cms_hold="RG" landing_id="66814" cid_id="7010d000000mZ40"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]La metamorfosis del consumidor tradicional está obligando a las empresas a redefinir la forma en que interactúan con sus clientes y a encontrar nuevas formas para ganar su lealtad. Hoy en día, los consumidores premian o castigan a una marca basados en una sola interacción. Su lealtad con las marcas está en su punto más bajo, por lo que el riesgo de perder clientes está más vigente que nunca. En este marco, una de las dificultades mayores que enfrentan las compañías es lidiar con las crecientes expectativas del consumidor, tanto respecto a los productos y servicios que recibe, como a la experiencia que demanda. Dado que para una amplia mayoría de los consumidores el servicio al cliente es clave al momento de elegir ser leal a una marca, empoderar a una organización para que pueda entregar interacciones personalizadas y contextuales es fundamental. Asista el Webinar de Genesys y Frost & Sullivan y conozca: Cómo las innovaciones de la inteligencia artificial y de la internet de las cosas transforman las operaciones e impulsan el desempeño de las empresas. Por qué proveer experiencias de alta calidad, coherentes y sin fisuras entre todos y cada uno de los puntos de contacto con el cliente es hoy más importante que nunca. Como el Contactoo Center AI de Google Cloud, el análisis predictivo de Altocloud y Kate, la Plataforma de AI de Genesys, pueden ayudarle a ofrecer el mejor customer engagement [webinarschedule][cutoff co_thick="2px"] Oradores Heriberto Lechuga Strategic Solution Manager en Genesys Juan Manuel González Director de Investigación en el área de Transformación Digital, Frost & Sullivan LATAM [mktoform cta_header="Participe en el Webinar" cta_button="Registrarse Ahora" cms_hold="RG" landing_id="66310" cid_id="7010d000000mWqu"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]¿Qué es lo que hacen las empresas más influyentes y más centradas en el cliente del mundo para que la excelencia en la experiencia del cliente se traduzca en mayores ingresos y lealtad hacia la marca? Una encuesta global de MIT realizada a 550 ejecutivos reveló que, además de ser las primeras en adoptar soluciones omnicanal de servicio al cliente, estas empresas “icónicas" han logrado un perfecto equilibrio entre las tecnologías innovadoras —IA, autoservicio de última generación o análisis de voz, por ejemplo— y la intervención humana. Participe en este webinar de MIT y Genesys y conozca: Las estrategias que diferencian a una empresa icónica de una que no lo es Las tecnologías innovadoras que producirán un efecto directo en las estrategias de CX La manera en que varían las estrategias de región en región, según la madurez y las expectativas del cliente [webinarschedule][cutoff co_thick="2px"] Oradores Ross O’Brien Senior contributing editor, MIT Technology Review Insights Bruno Bertini Diretor de Marketing – LATAM Genesys [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" landing_id="63606" cid_id="7010B000001SWv3"] Demo Online ¡Vea PureCloud en acción! Las Plataformas de Contactoo Center en la Nube no son Todas Iguales. [cutoff co_thick="2px"][webinarschedulesingle]No todas las plataformas basadas en la nube se diseñan de la misma manera. PureCloud, la solución para centros de contacto en la nube “todo en uno” de última generación, administra las interacciones del cliente en varios canales como si fuera una sola conversación. Vea la demo de PureCloud y conozca: La Experiencia del Supervisor: vea los dashboards con los datos de las interacciones, los agentes y las colas, y sepa cómo analizar las grabaciones. La Experiencia del Administrador: compruebe lo fácil que es personalizar la plataforma sin necesidad de recurrir al equipo de TI. La Experiencia del Agente: descubra cómo atender interacciones telefónicas, de chat, de correo electrónico y de redes sociales en la plataforma. [webinarschedule][cutoff co_thick="2px"] Orador Julian Hernandez Sales Operations Support Specialist en Genesys [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" cms_hold="RG" landing_id="66077" cid_id="7010d000001G9JY"] Analyst Webinar [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Las demandas y expectativas de los clientes están revolucionando el sector bancario y alterando sus estructuras tradicionales. Con el advenimiento de los teléfonos inteligentes, ha surgido una nueva generación de empresas de tecnología financiera (fintechs) —muy veloces, con gran cantidad de datos y una excepcional experiencia del cliente (CX)— que ha cambiado la forma en que los consumidores realizan sus transacciones financieras y, por ende, constituye un desafío para los bancos, quienes deben transformarse e innovar si pretenden seguir teniendo vigencia en el mundo digital de hoy. En la actualidad, la presencia de IA y Blockchain son indicios de un profundo cambio estructural en la industria. La forma en que los bancos reaccionen y se adapten a estas nuevas tecnologías será determinante para que sigan siendo competitivos en el futuro. Pero, si bien la tarea puede resultar un tanto abrumadora, los bancos y las instituciones financieras podrán competir si adquieren agilidad y reestructuran sus modelos de negocio con el objetivo de aprovechar sus ventajas tradicionales y combinarlas con las mejores innovaciones que ofrecen las fintechs. Participe en este webinar de Genesys y Fintech Americas y conozca: La dinámica de mercado que está transformando el sector bancario y financiero Por qué la innovación de los modelos de negocio es más importante que la tecnología Cómo elaborar estrategias de transformación y aplicarlas de modo que tengan una repercusión positiva en los clientes, empleados, comunidades y accionistas [webinarschedule][cutoff co_thick="2px"] Oradores Sebastian Spagnuolo Director del Área de Consultoría Estratégica de Negocios para América Latina en Genesys Ray Ruga Co-Founder Fintech Americas [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" cms_hold="RG" landing_id="64240" cid_id="7010B000001SaKA"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Si trabaja para una empresa o centro de contacto que recibe pagos con tarjeta de los clientes por teléfono, usted es responsable de mantener esa información lo más segura posible. Los requisitos de PCI DSS están diseñados para combatir el fraude de tarjetas al mantener los datos del titular de la tarjeta a salvo de piratas informáticos y otras infracciones de seguridad, pero no solo protege la seguridad de sus clientes. Al asegurarse de que su centro de contacto cumpla con PCI DSS, también protegerá su negocio, tanto financiera como legalmente. Esto no solo puede afectar negativamente o incluso arruinar la reputación de una empresa. Vea este webinar y conozca: ¿Qué se busca implementando PCI en el negocio? ¿Qué es lo que hacemos y que nos hace diferentes? ¿Qué características y modelos de implementación son compatibles con PCI DSS? [webinarschedule][cutoff co_thick="2px"] Orador Danilo Martin Rivera Espinoza Principal Solutions Consultant at Genesys [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" cms_hold="RG" landing_id="65137" cid_id="7010B000001ScsF"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Ante los cambios vertiginosos que se producen en las expectativas y los comportamientos de los clientes, las empresas que continúan manteniendo sistemas obsoletos de contact center tienen mucho que perder, ya que esos sistemas no fueron concebidos para satisfacer las demandas de la era omnicanal. El precio de retener tecnologías heredadas, poco flexibles y desactualizadas es muy alto no sólo porque implican altos costos de mantenimiento, sino también porque ocasionan pérdida de clientes e impiden generar mayores ingresos. Creemos que el camino hacia la adopción de una plataforma de experiencia del cliente moderna y unificada debe ser simple. Si las empresas aplican el enfoque correcto, el proceso resulta menos complejo, y los costos y la interrupción de las operaciones se reducen al mínimo. Participe en este webinar y descubra: Los riesgos y los costos de no modernizar su centro de contacto Los beneficios para el negocio de migrar a una plataforma moderna y unificada El mejor camino a seguir para ejecutar la migración [webinarschedule][cutoff co_thick="2px"] Oradores Fernando Egea Vice President, Sales Strategy en Genesys Dennis Medeiros LATAM Business Development Manager en Genesys [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" cms_hold="RG" landing_id="65275" cid_id="7010B000001Sdzg"] Analyst Webinar [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Los centros de contacto se encuentran en medio de múltiples transformaciones de mercado y tecnológicas. La emergencia de un nuevo tipo de consumidor más exigente y refinado está conduciendo a las empresas a buscar nuevas herramientas para estar a la altura. Proveer experiencias de alta calidad, coherentes y sin fisuras entre todos y cada uno de los puntos de contacto con el cliente es hoy más importante que nunca. Brindar esta experiencia omnicanal sólo es posible si se optimizan todos los puntos de contacto y se logra que trabajen orquestradamente. Esta renovación debe necesariamente ir acompañada de soluciones tecnológicas que permitan materializar los objetivos planteados. Contar con un socio estratégico que ofrezca la tecnología ideal para acompañarlo en el camino de la transformación digital puede ser la diferencia entre el éxito y el fracaso del proyecto de modernización de su contact center. Asista el Webinar de Genesys y Frost & Sullivan y aprenda: Las claves sobre el Futuro de América Latina, a través del análisis de las Mega Tendencias de Frost & Sullivan Las principales disrupciones que están marcando el rumbo y el futuro de la Experiencia del Cliente Cómo elegir la solución ideal para la modernización del centro de contacto de su empresa [webinarschedule][cutoff co_thick="2px"] Oradores Maurício Giraldo Solution Consultant Manager LATAM Juan Manuel González Director de Investigación en el área de Transformación Digital para Frost & Sullivan en América Latina [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" cms_hold="RG" landing_id="63325" cid_id="7010B000001SVTf"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Los consumidores de hoy pueden comprar el producto o servicio que deseen, y en el lugar y el momento que quieran. Frente a tantas opciones, la experiencia del cliente (CX) se ha convertido en la nueva marca, antes y después de la compra. Las empresas que brindan una CX consistente e ininterrumpida en todos los canales obtienen una ventaja competitiva, puesto que generan lealtad en el cliente al responder con mayor rapidez y eficiencia a sus necesidades. Sin embargo, muchas organizaciones hacen que los journeys de sus clientes estén desconectados porque se basan en sistemas antiguos que no están preparados para satisfacer la demanda de la era digital. Transformarse en una organización que prioriza al cliente ofreciéndole una CX omnicanal cuesta menos y está más cerca de lo que usted se imagina. Vea este webinar y descubra: Cómo funciona la CX omnicanal Cuál es el primer paso hacia la CX del futuro Cómo la Inteligencia Artificial está revolucionando el servicio de atención [cutoff co_thick="2px"] Meet the Speakers Fernando Egea Vice President, Sales Strategy en Genesys Dennis Medeiros LATAM Business Development Manager en Genesys [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" cms_hold="RG" landing_id="65780" cid_id="7010d000001G8MD"] [this_page_title] [cutoff co_thick="2px"][webinarschedulesingle]Ante los cambios vertiginosos que se producen en las expectativas y los comportamientos de los clientes, las empresas que continúan manteniendo sistemas obsoletos de contact center tienen mucho que perder, ya que esos sistemas no fueron concebidos para satisfacer las demandas de la era omnicanal. El precio de retener tecnologías heredadas, poco flexibles y desactualizadas es muy alto no sólo porque implican altos costos de mantenimiento, sino también porque ocasionan pérdida de clientes e impiden generar mayores ingresos. Creemos que el camino hacia la adopción de una plataforma de experiencia del cliente moderna y unificada debe ser simple. Si las empresas aplican el enfoque correcto, el proceso resulta menos complejo, y los costos y la interrupción de las operaciones se reducen al mínimo. Participe en este webinar y descubra: Los riesgos y los costos de no modernizar su centro de contacto Los beneficios para el negocio de migrar a una plataforma moderna y unificada El mejor camino a seguir para ejecutar la migración [webinarschedule][cutoff co_thick="2px"] Meet the Speakers Fernando Egea Vice President, Sales Strategy en Genesys Dennis Medeiros LATAM Business Development Manager en Genesys [mktoform cta_header="VEA LA GRABACIÓN" cta_button="VEA AHORA" cms_hold="RG" landing_id="65275" cid_id="7010B000001Sdzg"]
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h4|Nuestra tecnología Nuestro enfoque Capacidades Productos La ventaja de Genesys Quiénes somos Podemos ayudarlo Explore Conecta los puntos con Genesys y Adobe Poderes Super-Humanos para tu CRM La experiencia del asociado y su impacto en los resultados cooperativos Conecta los puntos con Genesys y Adobe Poderes Super-Humanos para tu CRM La experiencia del asociado y su impacto en los resultados cooperativos Unite a Genesys Wine Testing: Conectando Momentos Conecta los puntos con Genesys y Adobe Poderes Super-Humanos para tu CRM La experiencia del asociado y su impacto en los resultados cooperativos Unite a Genesys Wine Testing: Conectando Momentos CX Virtual Tour LATAM – Creando un Centro de Experiencia en 45 minutos Creatividad, disrupción e innovación ante los retos de la Educación LATAM Virtual Partner Conference & Awards Los titanes de CX a la mesa La Experiencia del Paciente Digital Innovación en la gestión de Experiencias: Cómo utilizar la Inteligencia Artificial para mejorar el CX en el mercado Farmacéutico ¿Por qué las empresas que adoptan CCaaS están liderando la Experiencia de Cliente? La Revolución de los canales en el sector Retail El retail después de la pandemia ¿Boom o fracaso? Experiencia del cliente y eficiencia operativa: AI en el Contact Center Responder, Reiniciar y Crecer: El tridente ideal para ganar durante una crisis. Argentina Experiencia del paciente: Humanización, personalización y empatía CX + IA: Transformando el relacionamiento para nuevas realidades Cómo maximizar las ventas en el mundo omnicanal Uniendo fuerzas para enfrentar la nueva normalidad Responder, Reiniciar y Crecer: El tridente ideal para ganar durante una crisis Gestión exitosa del cliente frente a una nueva realidad Trasladando un Contact Center a operaciones remotas Post-COVID19: La transformación de la experiencia del comprador en línea y la entrega de sus productos y servicios La Uberización del contacto con el cliente 2.0 Mitos y realidades sobre la regulación en México. Servicios en Nube. Parte 2 Relación digital, la nueva “norma” para los servicios de seguros Mitos y realidades sobre la regulación en México. Servicios en Nube Parte 1 La Uberización del contacto con el cliente Genesys Cloud in Action La ruta de migración a la nube Genesys AI y los desafíos del crecimiento del eCommerce en Latinoamérica Cómo combinar la experiencia del cliente y la experiencia del empleado para beneficiar el resultado final Fintech Americas – Tecnologías y Tendencias en el sector Financiero Megatendencias de servicio al cliente para el 2019 Transformando la experiencia de servicio: Heineken y Genesys Vea a PureConnect en acción ¡Todos los caminos llevan a la nube! Explore sus opciones para migrar a la nube Mega tendencias del Cloud Customer Experience al año 2020 Chatbots, IA, IoT y Asistentes Virtuales: ¿Cuáles son las Tendencias de CX para 2018? Como el Autoservicio Omnicanal y la Inteligencia Artificial están Revolucionando la CX Cómo las Apps de Mensajería Instantánea Están Cambiando la Atención y Experiencia de los Clientes Kate: Donde converge la experiencia del cliente y la inteligencia artificial Modernización del Contact Center – La Clave para Ofrecer una Experiencia Omnicanal ¡Bienvenido a Genesys Altocloud! Como la Inteligencia Artificial e Internet de las Cosas Están Transformando el Customer Engagement Cómo las Marcas Líderes del Mundo Equilibran el Talento y la Tecnología para Alcanzar la Excelencia Demo Online: ¡Vea PureCloud en acción! El Sector Bancario en la era de las Fintechs ¿Por qué el cumplimiento de PCI es tan importante? ¿Su Centro de Contacto es Importante para Usted? Conozca los Beneficios de Evolucionar Transforme la Experiencia del Cliente A través de la Modernización del Centro de Contacto El Primer Paso Hacia la CX del Futuro ¿Su Centro de Contacto es Importante para Usted? Conozca los Beneficios de Evolucionar Asistencia en vivo Asistencia en vivo
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Build your career with the company that’s defining the future of customer experience. Join our team of smart, interesting, innovative people who bring their best every day, in all they do. At Genesys, you’ll be part of the team that enables leading brands worldwide to deliver exceptional customer experiences, making every moment count. Make a positive impact in your community. Through the Genesys Make a Difference program, you have many opportunities to use your time, energy and goodwill to give back as part of our global employee-driven corporate social responsibility program. Choose how and when you support the causes that matter to you and your community — and get to know members of the team that share your passion. Together, we’re creating positive change and making the world a better place. Be part of a team with a 30-year track record of software innovation and success. As a globally diverse company, Genesys gives you the opportunity to contribute in a fast-paced environment, with supportive, sincere, authentic and fun people. Ideas and suggestions are valued, diversity is embraced and successes are celebrated. Together, we’re defining the future of customer experience while building our careers and forging lifetime connections. Genesys is an equal opportunity employer who celebrates diversity, inclusion and mutual respect in our workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status and other protected characteristics. You can play an important role in building industry-leading customer experience solutions that are driving the success of companies worldwide. With headquarters in Daly City, California and offices in over 40 countries, there’s a place for you at Genesys. Genesys offers a world of opportunity for talented individuals who want to work in a collaborative, innovative company. Whether you’re a recent graduate or an experienced professional, you can take the next step in your career at Genesys. You’ll find an exciting working environment filled with interesting challenges, important responsibilities and intrinsic rewards
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pa|Oops! We have your personal email. Don't Show This Again. Please add to your safe sender list to ensure you receive the weekly blog notifications. Subscribe to our free newsletter and get the Genesys blog updates in your inbox. The COVID-19 pandemic is changing how contact centers operate. Call and ticket volumes continue to rise — and the remote... The COVID-19 pandemic was a tipping point that led many companies to adopt a cloud-based contact center platform. But remote... As a contact center leader, you might watch your agents constantly juggling multiple applications, windows and screens as they... This blog post was co-authored by Genesys technology partner, Streem. Take a moment and list all the weekly chores you could... In 2020, contact centers were forced to revisit how they’ve traditionally approached the customer experience. Call volumes... This year continues to be one of unprecedented change for businesses. The last seven months alone have produced more digital... This blog post was co-authored by Genesys technology partner, eMite. Contact centers are under constant pressures. Managers... This blog post was co-authored by Genesys technology partner, LumenVox. Contact center managers across all verticals are... Contact centers have recorded calls for a long time, mainly to appease compliance and dispute purposes. However, research from... This blog post was co-authored by Genesys technology partner, Shelf. As contact centers adjust to the new normal of remote... Customer experience continues to be a key driver in contact centers. A 2017 global Frost & Sullivan survey shows that... It can be frustrating trying to help a customer who can’t accurately explain an issue. Maybe they’re using different... Business leaders have always supervised and monitored employees to ensure productivity and engagement. Traditionally, these teams... Back in 2012, Gartner stated that “by 2014, 80% of current gamified applications will fail to meet business objectives because... Good customer experience requires consistent communication and, at the same time, personalized user interaction that’s relevant..
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h4|Subscribe to our free newsletter and get blog updates in your inbox Get More From Your Contact Center Analytics Get More From Your Contact Center Analytics Contact Center Modernization: AI, Knowledge Automation and Remote Agents Best Practices for Deploying a CCaaS Management Platform 3 Benefits of Integrating Telephony Into Your CRM System Visual Context and the Full Picture of Customer Experience 4 Ways Texting Improves Contact Center Metrics 3 Benefits of Cloud Contact Center Technology 5 Ways to Deliver Better Contact Center Reporting and Analytics Streamlining Remote Agent Productivity 3 Ways Voice Technology Improves the Customer Experience 4 Ways to Improve Efficiency with AI and Automation in 2021 Enhancing Customer Experience Through Improved Audio Performance Boost Customer Loyalty and Satisfaction with Video-Based Support Unify Productivity and Compliance of At-Home Agents Step-by-Step Guide to Turbocharge Contact Center Productivity with Gamification Perfecting the Voice Experience for Conversational Customer Care Live Assistance Live Assistance
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pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Give customer emails the attention they deserve with better management tools. Make your website a conversation starter with live chat and solve issues in real time. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Craft a custom call center with apps and integrations. Attract, nurture and retain the best agents for your call centre. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. The best brands in Asia Pacific innovate with Genesys. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Learn about Genesys and discover why we’re trusted by 11,000 companies worldwide. See how Genesys call centre and customer experience solutions help businesses succeed. Find the right Genesys partner or join our partner network. We’ll help you reach your goals, together. Create experiences rooted in empathy — to build trust and earn loyalty. Watch Virtual G-Summit on-demand to gain access to videos with tips, insights and best practices to keep your business moving forward. Learn how to serve customers where they are and guide them on more productive journeys. Explore ways to engage and empower your team — because helping people is a great job. MaximisRequest a demo Request a quote Design your solution Contact us Practical Guide eBook Industry Report Research Report Article White Paper Executive Brief Practical Guide Research Report Infographic eBook Article Article eBook Article Research Report Tip Sheet Article Industry Report Video Industry Report Research Report Article Infographic Article Checklist Research Report Research Report Industry Report Article Article Article Article Video Industry Report Practical Guide White Paper eBook eBook Datasheet Checklist Research Report eBook Industry Report Industry Report eBook Brochure Executive Brief Industry Report Infographic Executive Brief Research Report eBook eBook Executive Brief Datasheet Industry Report Brief Research Report Infographic Infographic Datasheet Brochure Datasheet Datasheet Datasheet eBook Research Report Research Report Tip Sheet Research Report Research Report Research Report Datasheet Infographic Infographic Infographic Video Infographic Tip Sheet Executive Brief eBook Infographic eBook Research Report White Paper Research Report White Paper Research Report Industry Report Infographic Infographic White Paper White Paper eBook Tip Sheet White Paper White Paper eBook Infographic Research Report Executive Brief Research Report Infographic Infographic Infographic eBook Datasheet Tip Sheet eBook Datasheet eBook Brochure Datasheet Datasheet White Paper White Paper Datasheet Brochure Brochure Brochure Brochure Brochure Brochure Datasheet Checklist Executive Brief Video eBook White Paper eBook Brochure eBook White Paper eBook White Paper Executive Brief eBook eBook Tip Sheet Research Report White Paper Tip Sheet eBook White Paper eBook White Paper Industry Report Brochure Research Report eBook Datasheet EBook Tip Sheet Research Report Video Research Report Research Report eBook Datasheet White Paper Research Report Executive Brief Tip Sheet White Paper Research Report Industry Report Research Report Industry Report Industry Report Video Executive Brief Infographic Brochure Infographic Datasheet Industry Report Infographic Brochure eBook Tip Sheet Brochure Research Report Executive Brief Article Article Brochure Video Article eBook eBook Practical Guide eBook eBook eBook Executive Brief eBook Executive Brief Tip Sheet eBook eBook eBook Tip Sheet Tip Sheet eBook Research Report Research Report Infographic Infographic Infographic eBook Research Report eBook eBook Research Report Research Report Research Report White Paper Article Article Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
di|[rawcss raw_css="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"] GARTNER RESEARCH REPORT Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Gartner names Genesys a Leader in the 2020 CCaaS Magic Quadrant The Contact Centre as a Service (CCaaS) landscape is highly competitive. The 2020 Gartner CCaaS Magic Quadrant report evaluates 13 vendors on their completeness of vision and ability to execute — to help you make the right choice. Genesys is proud to be named as a Leader for completeness of vision and our ability to execute through strong global operations, expansive geographic presence and a robust partner network. Get the full report to learn why Genesys is positioned as a worldwide Leader with solutions for businesses of all sizes and industries. You’ll also get insights into: Key trends driving the CCaaS market Tips for navigating the marketplace How Gartner evaluates 13 providers on their ability to deliver great customer service Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Source: Gartner Magic Quadrant for Contact Centre as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020. Clear Executive Brief Navigating Customer Service Transformation in 2020 and Beyond for the Financial Services Industry [cutoff co_thick="2px"]Prior to Covid-19, the financial services industry was already evolving at an astounding rate, positioned at the forefront of technological innovation in the private sector. Yet, the pandemic brought the world into unchartered waters, catalysing digital transformation. Featured during a recent virtual panel session hosted by Genesys and FST Media, financial services representatives from leading organisations across Asia-Pacific addressed the customer service transformation lessons learned while adapting during a year of uncertainty and upheaval. Read the brief to learn about the key takeaways of the discussion centred around- Customer service revolution catalysed by the crisis The importance of “leadership readiness” The role of technology in the transition to a new reality "The role of the financial services industry to use our reach, our capability, our products and our expertise to be a force for good during times of trial is actually really important." — Jason Lock, Westpac NZ[mktoform cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7011T000001YYUXQA4"] FORRESTER RESEARCH REPORT The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence Vision: The Contact Centres For Customer Service Playbook The COVID-19 pandemic shed light on the need for contact centre modernisation to provide seamless customer experiences and to eliminate repetitive tasks. This crisis also revealed the important role of customer service in acquiring — and keeping — customers. In its report, Forrester goes in-depth on these key trends, top post-pandemic priorities, and outlines three main customer service trends to watch for in 2021. Download the full Forrester report and get market trends and insights on how to: Fuel customer service transformation with digital channels and AI Reduce the cognitive load on agents so they can focus on fostering loyal customers The importance of modernisation in your contact centre’s survival Download the report [mktoform cta_header="" cta_button="Download the report" form_p_target="custom" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kylYQAQ" url="https://content.genesys.com/megatrends-2021"] TIP SHEET Nine technology trends affecting mid-sized contact centres Businesses large and small realise the benefits of providing a great customer experience — from creating powerful customer moments to building loyalty. With interactions occurring on more channels, it’s important to deliver personalised service at scale. You need to leverage the right technology to connect with your customers on any channel, increase agent productivity, reduce IT infrastructure and gain insight across the entire operation. Frost & Sullivan surveyed 600 business and IT decision makers globally to understand how mid-sized call centres plan to use technology to meet increasing customer demands. Download the study to: uncover aspirations, priorities and challenges within mid-sized contact centres find the emerging technology trends increase agent productivity and gain insights to impact the business Download the tip sheet [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t751QAA"] On-demand Panel Dicussion Customer Service Transformation Lessons from 2020 for the Financial Services Industry [cutoff co_thick="2px"]Twenty-twenty has been a year of disruption for businesses across the globe. The Financial Services industry, which is usually recognised as a pioneer of innovations has also suffered setbacks due to the pandemic. It is worthwhile to understand how customer expectations are changing and how businesses need to transform to effectively serve this new era of consumers. Watch the on-demand panel discussion featuring Westpac New Zealand and Bajaj Allianz to hear about- Customer service delivery readiness of the industry during COVID-19. Did it miss the mark? The importance of ‘leadership readiness’ for an effective customer service transformation. The role of technology in the transition to a new reality [mktoform cta_header="Watch the Video" cta_button="View Now" ar_status="dynamic" cid_id="7011T000001kxUqQAI"] [rawcss raw_css="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"] GARTNER RESEARCH REPORT Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Gartner names Genesys a Leader in the 2020 CCaaS Magic Quadrant The Contact Centre as a Service (CCaaS) landscape is highly competitive. The 2020 Gartner CCaaS Magic Quadrant report evaluates 13 vendors on their completeness of vision and ability to execute — to help you make the right choice. Genesys is proud to be named as a Leader for completeness of vision and our ability to execute through strong global operations, expansive geographic presence and a robust partner network. Get the full report to learn why Genesys is positioned as a worldwide Leader with solutions for businesses of all sizes and industries. You’ll also get insights into: Key trends driving the CCaaS market Tips for navigating the marketplace How Gartner evaluates 13 providers on their ability to deliver great customer service Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Source: Gartner Magic Quadrant for Contact Centre as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020. RESEARCH REPORT The Asia-Pacific Customer Experience Transformation Readiness Index 2021 Future-proof your customer experience Customer experience delivery is complex and requires orchestration across multiple dimensions utilising the right mix of technology, processes, and people. Genesys, along with the research firm- Twimbit commissioned an Asia Pacific market study including 495 business and IT decision-makers across 14 countries to evaluate their Customer Experience Transformation Readiness. The study examines the level of cloud and artificial intelligence (AI) adoption in companies, the current level of digital engagement, the readiness of businesses to transform their employee experience strategy, especially when facing an unexpected event, and the leadership to spur transformation and deliver exceptional experiences. Download the report to gain insights into: How prepared are companies, industries and countries across the Asia Pacific for CX transformation in 2021 and beyond? Key drivers and challenges in adopting tech-enabled customer experiences Expert advice on best practices for businesses to design memorable experiences Download the report [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" ar_title_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001ky6uQAA" ar_title="Practical guide to managing change in your contact center"] PRACTICAL GUIDE Manage call centre changes for better results A practical guide to contact centre change management Learn the steps needed to successfully manage organisational change—whether you’re migrating to new contact centre platform or adopting best practices for workforce engagement management. Download the guide to learn how to: Get buy-in from your teams and stakeholders Support your team through change and close knowledge gaps Ensure long-term adoption of new behaviours, processes and systems Download the guide [mktoform cta_header="" cta_button="Download the guide" ar_status="dynamic" ar_title_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwyQQAQ" ar_title="Practical guide to managing change in your contact center"] [section_header text_theme="theme-dark" title="Take a new perspective on employee experience" background_img="339660"]Traditional workforce tools offered efficiency — but not much more. To engage modern teams, it’s time for a new perspective on employee experience.[/section_header][section_content][gsc_item format="content-d" tag_type="h2" media_type="youtube" title="Keep up with a changing world" yt_video="https://www.youtube.com/embed/yT6_YduCWQk"]As markets evolve around the world, Genesys is helping companies transform the way they work to support customers — and employees. Businesses that are unwilling to take on transformation can’t keep up with a world that expects innovation and demands attention.[/gsc_item][/section_content] The nature of business transformation Now it’s artificial intelligence (AI) and automation that are transforming our world. And they present an enormous opportunity for businesses to focus on the employee experience. Businesses that are unwilling to take on transformation can’t keep up with a changing world. They’re plagued by gaps in functionality, antiquated thinking and processes that don’t support desired business outcomes. Employees feel it, too. In worst-case scenarios, these businesses collapse from their poor employee experience. There’s a new generation of employees who expect more from employers. They want job satisfaction. They want to be a part of the solution. And they want to know you’re paying attention to their needs. How you respond to this desire for empathy is key to transformation.[section_grid column="grid-1x1" padding_control="no-top" cards_bg="bgc-white"][sg_item image="339579" item_class="bg-white"] New employees. New expectations. By 2025, 75% of the global workforce will be millennials who want and need: Simple and straightforward training Guidance and feedback Tools that encourage active participation in their development [/sg_item][/section_grid] Determine where your transformation begins [section_content padding_control="no-top"][gsc_item format="content-b1" image="339644"]For decades, contact centres have focused ​on optimising efficiency and effectiveness ​to improve customer experience. And early workforce management tools reflected that. Workforce management (WFM) and workforce optimisation (WFO) tools offered contact centres modern operational efficiency and some workforce scheduling — but not much for improving the employee experience. Genesys Cloud Workforce Engagement Management (WEM) does more than fill the gaps. It includes the WFO and WFM features you need — and the latest workforce engagement tools to help all employees thrive. It’s built to transform your contact centre ecosystem for more satisfied employees and customers. Use the examples on the left to determine which workforce ring you fall into now and where your transformation to true workforce engagement begins.[/gsc_item][/section_content][section_grid column="grid-3x3" padding_control="custom" title="Engaged teams drive better results" desc="Putting employee engagement first is the most direct path to improving customer experience. According to Gartner, the adoption of cloud technology has become mainstream and expectations of the outcomes are higher. Cloud gives businesses access to the latest innovations without compromising availability and scalability — the fundamentals of an employee experience transformation." padding_control_custom="5.556rem 0 0 0"][sg_item title="The Temkin Group" image="595"]CX leaders have 60% more engaged employees than CX laggards.[/sg_item][sg_item title="Gallup" image="9491"]Highly engaged business units achieve 10% higher customer metrics, 20% higher sales and 21% higher overall profitability.[/sg_item][sg_item title="Gartner" image="9429"]Employee engagement is of equal or higher importance than other factors according to 86% of organisations.[/sg_item][/section_grid][section_content section_width="contain" background_clr="bgc-bb-red"][gsc_item format="content-d" cta="url:https%3A%2F%2Fwww.genesys.com%2Fresources%2Ffrost-sullivan-best-practices-award|title:Read%20more|"] Frost & Sullivan awarded Genesys the 2020 Frost Radar Best Practices Award for Innovation Excellence in Workforce optimisation [/gsc_item][/section_content][section_form cta_button="Sign up" form_action="inline" background_clr="bgc-bb-teal" title="Start your transformation with Genesys Cloud Workforce Engagement Management." ty_title="Thanks for your interest." ty_desc="We’ll contact you directly to talk about your transformation to true workforce engagement management." cid_id="7011T000001kvqyQAA"]Do more than fill the gaps. Build employee engagement with tools that simplify the experience and smart automation that always has your team’s back.[/section_form] EBOOK Five stories of AI in customer experience: An Asia-Pacific perspective Artificial intelligence (AI) is the new competitive advantage in creating great customer experiences. Its true value lies in its ability to leverage predictive real-time actionable insights in elevating customer service standards and employee performance. Genesys combines the power of AI insights, processes, and tools across every area of our product portfolio, empowering businesses across four key areas: Enabling always-on customer services Taking personalisation to new heights Driving cross-selling and upselling opportunities Boosting agent productivity Download this ebook to learn how leading companies in the Asia Pacific are using Genesys solutions to leap ahead of the competition and maximise business results. Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kwouQAA"] EBOOK Journey mapping in the contact centre and the role of predictive engagement How they work together for faster and more effective outcomesYour customers are empowered by an endless number of online options, digital channels and easy access to information. This digital disruption is shifting business focus from traditional communication techniques to dynamic engagement across all channels. Journey mapping looks at customer interactions across all touch-points and empowers your agents with the complete customer context needed to drive more personalised customer experiences, build deeper relationships, increase revenue and improve lifetime value. Download the ebook to learn: How journey maps drive customer-centric processes for multichannel customer engagement How leading vendors design and orchestrate proactive and personalised customer journeys How a journey-focused approach optimises your agent and customer experiences Download Now [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwERQAY" url="https://content.genesys.com/ddg-journey-mapping" ar_url="https://content.genesys.com/ddg-journey-mapping"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Speech Recognition" sub_title="Get accurate speech recognition without the complexity" image="308327" filecta_label="Download a PDF" filecta="308355"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved customer experience"] Personalise your customer’s first impression of your business. Enable tasks such as address recognition not possible with touch-tone self-service. Simplify customer input and speed up option selection by eliminating long menu lists. [/sg_item][sg_item title="Reduced costs"] Increase self-service completion rates by offering more natural interactions. More effectively automate simple, repetitive tasks while reserving agents for interactions that require human intervention. Install ISR natively with PureConnect – no additional hardware required. Improve productivity in the enterprise by allowing callers to access the speech-enabled ISR company directory [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Contact centres are continually challenged to balance customer satisfaction with cost containment. Automatic Speech Recognition (ASR) provides an effective method for achieving this goal by enabling more satisfying self-service interactions through a human speech experience. While ASR offers significant benefits, the solution has been accessible primarily to large contact centres due to the cost and complexity of deployment. Interaction Speech Recognition (ISR) from Interactive Intelligence brings the advantages of speech recognition to contact centres of all sizes by providing a built-in, cost-effective solution with accurate, flexible speech enablement.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key features"][sg_item] Select speech in accordance with the complexity of your application. ISR includes a large library of built-in selections for grammars: digits, date and time, numbers, currency, and Boolean. No limit to the number of words within a grammar. Allows the ability to perform functions without the restriction of staying within a prescribed word count [/sg_item][sg_item] For enterprise users: Built-in support for company directory as well as speech-enabled options included in Interaction Attendant. Eliminate the need for a separate ASR server by running directly on media server(s). [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308355"] ContactBabel Research Report The Inner Circle Guide to Omnichannel Workforce Optimisation Recent years have seen a resurgence in investment in workforce management solutions, often driven by the increasing requirement to handle ever-growing volumes of digital interactions, as well as a rise in remote working and managing employees’ greater expectations of flexible working patterns. These workforce optimisation solutions aim to address four key commercial and operational issues: Improve agent skills and experience, increasing the quality of interactions Increase customer satisfaction Reduce the cost of service through efficiency Understand interactions and improve the efficiency of associated business processes This report discusses the various WFO (also referred to a WEM) options available to businesses, describing the use cases for each tool, the benefits, and the current rate of industry adoption. Get the report [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t987QAA"] ANALYST RESEARCH REPORT Forrester recognises Genesys as a leader in Contact Centre as a Service The Forrester Wave™: Contact-Centre-as-a-Service (CCaaS) Providers, Q3 2020 As the number of digital channels continues to grow, remote agents need reliable technology to support them in this new normal. This requires a robust, all-in-one contact centre solution that offers personalisation at scale. Genesys is proud to be named a leader in Contact Centre as a Service (CCaaS) solutions in the 2020 Forrester Wave report and recognised for its extensive product portfolio, CRM integrations, and native workforce optimisation (WFO) capabilities, which allow for a seamless user experience for multiple roles, and more consistent operational and WFO data. Download the full report to learn why Forrester recognises Genesys as a leader in CCaaS and see: An independent analysis of CCaaS providers Key market trends What to look for in a CCaaS solution Vendor comparison charts on current offerings, strategies and market presence Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kvxkQAA" ar_url="https://content.genesys.com/forresterwave-ccaas-2020" url="https://content.genesys.com/forresterwave-ccaas-2020"]The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave™. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Digital" sub_title="Increase revenue and reduce costs by orchestrating omnichannel customer journeys" image="4153" filecta_label="Download PDF" filecta="4154"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Digital channels"] Create proactive engagement on your website and mobile apps at critical times to offer promos or service to reduce bounce rates or abandonment. Omnichannel creates context and consistent customer experience across all non-voice channels, including web chat, email, SMS, social and messaging apps. • Support multimodal interaction over multiple channels to reduce resolution times. For example, you can push a form to a customer over the web while still on the phone. [/sg_item][sg_item title="Customer experience platform"] Native technology targets all channels, including voice, across a common platform for lower TCO, improved service and reporting consistency. An omnichannel desktop handles all channels, including voice, integrated knowledge and journey history. The result is increased agent productivity, improved customer experience through reduced effort and increased first contact resolution. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Digital transformation is one of the most important trends shaping the future of business. It is the realignment of, and investment in, technology and business models that will more effectively engage digitally savvy customers at every stage in the omnichannel customer journey. Digital transformation changes the way companies sell, market, operate and scale in an increasingly digital economy. This transformation is not without challenges. The rise in multichannel touchpoints has greatly complicated the end-to-end customer journey, especially as use of mobile devices increases. Customers expect to receive consistent and personalised experiences—no matter which channel they use. But it difficult to manage the customer experience across self-service and assisted service when each channel emerges from a separate technology silo. Without contextual awareness for customers and their journeys, or visibility into the service or sales performance provided, you get an impersonal experience that creates dissatisfied customers and inefficient operations. Automation and blended Artificial Intelligence offer new opportunities across the enterprise Artificial intelligence (AI) has tremendous potential in the world of digital customer experience—from automating tasks like setting appointments and troubleshooting problems to empowering customers to serve themselves. Machine learning and predictive decision-making capabilities offer the promise of intelligent and faster data processing that wasn’t possible before or was highly inefficient when done by humans. Genesys enables a hybrid approach called “blended AI,” which puts AI and bots into action to augment the jobs humans do. Blended AI tackles the grunt work of collecting information and processing data which, in turn, empowers people to provide better, more meaningful service. With bots handling common issues, agents have more time to deal with complex and nuanced issues that require a human touch. This blended AI approach combines artificial intelligence with the power of the human touch to reshape the way businesses create higher levels of customer satisfaction and efficiencies. Asynchronous communication empowers long-lived conversations at the customer’s pace Messaging is the fastest growing and most widely used form of interpersonal communication, outpacing SMS and social networks. The ubiquity of messaging applications and their growth trajectory makes them an important consideration and opportunity for customer experience and sales operations. Businesses now have an opportunity to incorporate messaging apps into their customer experience strategy, meeting customers where they most frequently communicate. Genesys enables organisations to use a combination of automated and agent-assisted interactive dialogues, bringing the benefits of interactive messaging into customer service, sales and marketing operations. You can escalate messages that require special handling to live agents when needed. For consumers, this brings convenience, immediacy, ease-of-use and self-service; it also eliminates the need for customers to wait on hold. For businesses, it means high response rates, cost-effectiveness, reduced inbound calls, increased agent productivity and improved customer experience. Effectively manage the digital workforce To effectively deliver an optimal experience across the omnichannel customer journey, you need to plan and deploy the right staff—at the right time—for the right customer. Many companies struggle to staff a workforce across all channels and touchpoints. In fact, studies show that a top pressure for management is the need to improve overall workforce productivity through better employee management. Optimising your workforce starts with accurate forecasting and cost-effective scheduling across all communication channels. Too often, these channels are managed in silos, creating great complexity and manual work for your planning department. Additionally, performance data must be gathered from multiple places to ensure accurate and effective schedule forecasting. Genesys Digital, along with workforce optimisation capabilities, automates the manual work of your operations and planning teams, increases first-contact resolution, improves staff productivity and helps you deliver on your SLAs within budget. The workforce is often the brand ambassador to your customers and directly affects their experiences. With Genesys, you ensure they’re well-trained and informed, reducing labour costs and driving efficiencies. Drive revenue The continued growth of online and mobile shopping has made it incredibly easy to comparison-shop with little concern for brand loyalty. Customers choose to do business with companies that offer the lowest price or the best services in the most efficient manner. Companies compete now more than ever to fend off increasingly high levels of abandoned shopping carts and lower sales conversions. Genesys Digital provides the capabilities needed to track customer actions across channels to proactively engage customers at the precise moment of opportunity. This reduces shopping cart abandonment, improves conversion rates and reduces churn. Companies continuously struggle to understand the buying habits and behaviours of their customers. They must determine: Which sites customers have visited; What channels were used to search for products and services; When and how to effectively engage with these customers. Compounded with the difficulty in attributing anonymous web traffic and a lack of contextual awareness, many companies’ websites are full of wasted opportunities to create meaningful customer engagements. Genesys makes it significantly easier to manage a customer conversation that could stretch across multiple touchpoints and time by basing engagement decisions on customer context from current and past interactions—at the right moment and with the right resource. The seamless, personalised experience increases the likelihood of a customer recommending your product or service for a higher overall Net Promoter Score (NPS). Deliver an omnichannel customer experience Most companies today can only support multichannel—not omnichannel—customer engagement. While they support many channels, they typically cannot support multiple channels simultaneously within a single interaction (multimodality), cannot link interactions in a step-by-step workflow (orchestration), and cannot manage the lifecycle of the customer journey (design, orchestrate, monitor, tune) to provide a personalised and context-appropriate experience for every customer (journey management). This leaves companies unable to provide the type of personalised context-appropriate experience today’s digitally driven customers demand. Genesys Digital combines multimodality, orchestration and journey management to provide a great omnichannel customer experience with compelling business outcomes. Most customer journeys begin on self-service touchpoints. Yet, impersonal and non-contextual self-service often results in abandonment, escalations to assisted service and poor customer experience. With Genesys Digital, you can transform self-service and assisted service engagement by orchestrating designed omnichannel customer journeys across all touchpoints and channels to deliver a consistent, seamless and low-effort customer experience. Modernise with Genesys Digital It is time to modernise the digital customer service and sales experience with Genesys Digital. Our solution is comprised of a natively developed suite of digital channels that are built on a common channel infrastructure within a single customer experience platform. The result is less complexity and the elimination of silos, which reduces costs. With integrated workforce management and analytics, you have everything you need to deliver a consistent and seamless omnichannel customer journey and experience. Be prepared for the digitally savvy customer If your organisation is in the midst of a transformation to better prepare for the digital economy, contact Genesys. Learn more about how Genesys Digital can help increase revenue and reduce costs by orchestrating omnichannel customer journeys designed for optimal experiences.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray"][sg_item title="Workforce"] Integrated digital workforce management uses a unique algorithm designed for non-voice interactions to improve the accuracy of forecasting, scheduling and adherence. Cross-channel SLA management improves insights, adherence, and continuous reprioritisation and assignment by value. It also reduces payment of penalties and delivers a consistent experience over any channel by customer segment. [/sg_item][sg_item title="Analytics"] Speech and text analytics understand causes of issues and improve conversion rates. Cross-channel digital quality management works with text analytics to monitor the quality of assisted interactions and to identify training opportunities—improving compliance adherence and first-contact reso [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4154"] Executive Brief Five Customer Experience Priorities for Digital Economy Companies [cutoff co_thick="2px"]The global digital economy is witnessing explosive growth. As part of an established long-term trend, businesses have needed to embrace digital as a means to remain competitive and viable. The sudden impact of COVID-19 has further accelerated the adoption of digital business models. The pandemic has given no alternative but for consumers and businesses to engage in economic activity through digitalisation and digital services. Companies now need to respond to a range of constantly evolving consumer preferences and characteristics to become frontrunners in this primarily digital era. This Executive Brief provides an overview of five considerations that will impact customer experience strategies for digital economy companies in times to come.[mktoform ar_status="dynamic" cid_id="7011T000001t9FcQAI"] Twimbit Research Insights CX Priorities for e-Conomy in Asia-Pacific Asia-Pacific has emerged as the fastest growing region in the proliferation of digital economy services. COVID-19 and the population's rapidly expanding access to mobile internet have accelerated the adoption of digital services. Across all market segments, businesses are now heavily relying on the online medium to continue facilitating business transactions and activities. As the digital economy market continues to grow, customer experience (CX) has become imperative for businesses to differentiate themselves and emerge as market leaders. Consumers are now surrounded by options and CX will be the ultimate determinant in gaining customer loyalty. In this report, we will explore: Growth drivers for the next decade Key priorities for reimagining CX Key technologies powering CX transformation Roadmap for CX success Best practices in providing enhanced CX Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8rQQAQ"] 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 Executive Brief Five Growth Imperatives for the BPO Industry [cutoff co_thick="2px"]The BPO industry has seen two decades of impressive growth. Lower cost aided by an offshore model has been a key driver of the growth agenda. The transition to digital has long been discussed as a challenge to the industry. Covid-19 has just compounded this challenge and there is now an urgent need to transform. The growth opportunities for BPOs are many, but the key imperatives that will drive future growth will be different from the ones of the past. This Executive Brief provides an overview of five distinct imperatives that will define the growth agenda of the BPO industry.[mktoform ar_status="dynamic" cid_id="7011T000001t8rLQAQ"] CCW Market Study: State Of Contact Centre Technology As you begin 2020, you surely have customer experience challenges you want to address. You also surely have opportunities you want to seize. Is your contact centre technology helping or hurting in your quest? The answer should be the former, but based on new CCW Digital research, many are suffering from the latter fate. Contact centre technology is not delivering on its promise and may in fact be creating additional effort and frustration for agents and customers. Our new Market Study uncovers this research. More importantly, it reveals how to rethink the technology landscape to achieve unprecedented customer contact value. With helpful stats, analyst recommendations and real-world case studies, it’s your ticket to making technology an asset rather than a liability. Topics include: What are the biggest contact centre objectives, and what role is technology playing? What are the biggest mistakes when it comes to contact centre technology? Are internal power struggles hurting contact centre technology? Is automation living up to the hype? Is journey mapping transforming CX? What are the most important factors when investing in new tools? Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8Dp"] CCW How to guide: How To Choose a Workforce Engagement Platform Provider Workforce Engagement Management is the collection, processes, strategies, tools and technologies that drive agent productivity - the single greatest problem in today’s contact centre. In this How-To-Guide, you’ll learn how to: Identify productivity gaps in your workplace Instill gamification to increase agent engagement Incorporate flexible management practices to adapt to remote working Instill omnichannel interactions through UX design thinking Improve the ROI of your contact centre Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8Du"] EBOOK Genesys and Google Cloud: Bringing contact centre AI to life Artificial intelligence (AI) in the contact centre has moved beyond hype. Customers are willing to engage with bots, but they also want to talk to agents for complex issues. Conversational AI can drive efficiencies by automating simple, repetitive interactions while allowing for a smooth handoff between bots and live agents. It also frees up agents to handle more complex issues. Genesys and Google Cloud make AI-powered customer experiences accessible to companies of all sizes and sophistication levels. Get this ebook to learn: Three challenges that conversational AI solves in contact centres How voicebots and chatbots can improve operational efficiency How to empower agents with an AI-powered virtual assistant Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] Executive Brief Four Reasons to Consider Genesys Interaction Recording [cutoff co_thick="2px"]A reliable recording solution is a critical component of your customer experience platform for ensuring compliance with regulations and required procedures. It also helps you continuously improve employee performance and customer experience through quality management and interaction analytics. Yet, recording systems that aren’t natively integrated into the contact center platform (“third-party” recording) often create challenges resulting from lack of integration, as well as a high total cost of ownership. This Executive Brief provides an overview of challenges with third-party recording systems and explains how you can resolve these issues and realise significant benefits by migrating to Genesys Interaction Recording as part of the integrated Genesys Customer Experience Platform.[mktoform ar_status="dynamic" cid_id="701U0000001YBqx"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Experience Analytics" sub_title="Actionable insights into your contact centre operations, on-demand and in the cloud" image="4113" filecta_label="Download PDF" filecta="4114" img_alt_text="CX Analytics"]Genesys Customer Experience Analytics gives business-centric analysis of contact centre data to provide increased insight into the customer experience. Detailed reporting of application performance includes call data, Voice User Interface elements, agent performance, SLAs and more. Supervisors have everything they need to optimise efficiency and performance, from a mobile-accessible supervisor desktop to realtime metrics, reporting and call monitoring.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Complete end-to-end reporting - Trace calls from IVR to call centre and gain insight based on IVR tasks and variables defined in the application. Custom reports and delivery - Start with a report template, customise your reports and save them in the “My Reports” section to access later, or schedule them for automatic export and distribution. Call volume reports allow you to drill into core metrics and turn this data by various time frames. Performance & VUI analysis reports give a deep dive into caller paths, task completion rates, speech errors and more. Multichannel queue statistics and activity reports give insight into call centre calls, SLAs, abandoned calls, missed calls, handle time, etc. Agent performance reports insight into agent statistics—talk time, consult time, hold time, ACW time, busy time, ready/not ready time [/sg_item][sg_item title="Benefits"] Complete end-to-end reporting Application performance reports Queue and agent call centre reports Customisable views Funnel analysis Export and share Real-time and historical reporting Anywhere Access [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer Experience Analytics benefits"]Genesys Customer Experience Analytics helps companies assess their contact centre applications and uniquely enables businesses to make iterative changes to continuously improve the customer experience. Increase customer satisfaction Through continuous analysis of your contact centre applications, Customer Experience Analytics can help drive more customer transactions to completion—and faster–thus achieving the customer’s goal resulting in higher customer satisfaction. Detect application performance issues Drill down from high level aggregation to calls and recordings through a funnel view. Find out where callers are dropping off in an IVR system and quickly make positive changes to the call flow. Increase containment Identify what your customers are commonly calling about and address those issues up front through automation, effectively reducing the load on live agents while also increasing customer satisfaction by addressing caller needs quickly. Improve agent productivity Gain insight into contact handle times of abandoned and missed calls. Detect inefficiencies in agent performance that may need additional training. Meet and exceed SLAs View a business dashboard of all core metrics, including queue and agent activity, statistics such as total calls by time of day and average call duration, allowing you to schedule agents accordingly.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item] Voice user interface reports Track hang-ups, visits, time spent on a page, and other indicators of trouble spots in your voice application. Application performance reports Measure and track task completion metrics, automation and containment rates call queue and agent activity, and transferred call statistics. Customisable reports and dashboards Customise report views or create interactive, multi-tabbed dashboards from multiple data sources. Customise reports by sorting columns, removing columns and filtering data, then save the reports in a “My Reports” folder so they can be accessed later or subscribed to various formats—HTML, PDF, CSV, XLS. Funnel analysis View the path callers take through the system and identify entry and exit points, which areas are accessed most frequently, and hang-up points. [/sg_item][sg_item] Export and share Schedule reports to be automatically delivered via email to all major stake holders, or export reports to Excel for further analysis. Historical reporting Pull reports based on hundreds of metrics to review and measure the IVR, agents and routing, for example call parameter to see how your call metrics change over time. Real-time monitoring and reporting Customisable business dashboard for immediate insights on call centre activities allowing for quick changes as needed before trouble areas escalate. Anywhere access Genesys is on-demand and all reports can be accessed online wherever there is an internet connection or from IOS mobile applications downloadable from the Apple App Store.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4114"] Twimbit Research Insights BPOs in Asia-Pacific: Reinventing growth The BPO industry has seen two decades of impressive growth and the Asia-Pacific region has been a big benefactor of this trend. Covid-19 has accelerated the digital challenge for this industry. Service providers need to transform with a sense of urgency as they seek to address the changes in business model and rapidly evolving customer needs. BPOs are aiming to drive tighter integration with end to end organisation business processes as they work towards delivering on outcome-based business models. There is also growing realisation of the importance of enhancing the employee experience to deliver great customer experiences. In this report, we take a closer look at: Growth drivers for the coming decade Technologies that are powering the business transformation The growing importance of employee engagement 4 step roadmap to a successful transformation agenda Best practices in building winning strategies Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t7xNQAQ"] CX Mandate: in a time of crisis [cutoff co_thick="2px"]Covid-19 has shaken the world, and in doing so, has forced many, if not all, into a “new normal”. “CX Mandate: in a time of crisis” is a market report that explores the shifting priorities, expedited areas of investment, COVID-19, and its lasting impact for the future. You will also read export contributions from business leaders at Telstra, Traveloka, DHL and others. In our current global movement of self-isolation, CX is now being evaluated from an additional perspective. Read the report today to learn about: Businesses need a check-list manifesto to help navigate a post Covid-19 era. In a dynamic environment, Customer Experience (CX) has become the primary focus for all businesses. Now, more than ever, it is critical to adopt cloud technology that enables personalised, low-effort experiences that customer wan and enables at-home workers. Customers’ needs and behaviours have changed, maybe forever, therefore CX strategies must change – cloud-first. [mktoform ar_status="default" cid_id="7011T000001t74DQAQ"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Validated Integration with Oracle® Siebel CRM" sub_title="Product Data Sheet" image="308867" filecta_label="Download a PDF" filecta="3124" img_alt_text="Validated Integration with Oracle® Siebel CRM"][/section_header][section_content][gsc_item format="content-a4" image="182018"] Increase intelligence for CRM applications Genesys PureConnect together with Oracle Siebel Customer Relationship Management offers a tightly unified solution for contact centre automation. The PureConnect advanced softphone capabilities are seamlessly integrated into the Oracle Siebel CRM user interface. This creates standard call controls and a powerful, user-configurable, rules-driven screen pop to virtually any Oracle Siebel CRM view, based on data collected in the phone system. Basic and tailored screen pops Use caller ID, or deliver menu navigation data collected in the IVR to drive a context rich screen pop. Voice and data synchronisation on internal transfers Agent-to-agent transfers send the current Siebel screen as a screen pop. No more annoying requests for callers to repeat their contact information. Simple activity generation PureConnect creates Siebel activities for all multimedia interactions (inbound/outbound) with the ability to manually or automatically associate the activity to a given Siebel entity. Extensive integration model The PureConnect plug-in methodology allows additional customisation for specific commands/events unique to the implementation. Extensive integration model Define and customise information in the agent work item display–name, phone number, IVR data.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved agent experience"] Centralise service functions in the Siebel CRM client Administer multiple interactions in progress Presence management, agent availability Screen-pop customer data with inbound interactions or manually associate a current activity to a contact object No toggling between systems and applications during the service process [/sg_item][sg_item title="Enhanced customer satisfaction"] Handle incoming interactions seamlessly Avoid delays from accessing multiple systems and applications Put the customer in full view Conference with subject matter experts [/sg_item][sg_item title="Ease of deployment"] Server-side installation–no deployment required on the desktop Extensive login support (teleset, workstation, remote, PureConnect client) Tolerant of connection loss and telephony switchover No middleware vendors Oracle® validated Integration [/sg_item][/section_grid][section_cta format="cta-t1" background_clr="bgc-white" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid background_clr="bgc-lgray" title="Key features" desc="Improved agent and customer experience"][sg_item] Screen pop Siebel activities for all media types Multimedia toolbar presentation of calls, emails, web chats, callbacks and generic objects Quick access call controls Make call Pickup call Release call Hold/resume call Blind transfer Consultative (warm) transfer Multi-way conferencing Time-in-queue and on-call tracking for calls [/sg_item][sg_item] Login and logout as a local or remote agent Agent status in PureConnect linked to Siebel CRM agent reason codes Unified reporting for activity generation and time-in-system tracking Additional functionaility provided with side by side use of PureConnect Interaction Desktop Client Multimedia response management Advanced transfer dialogue Dial pad Supervisor assistance request log [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3124"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="The Microsoft and Genesys Alliance" sub_title="Power the world’s best customer experience with Genesys, Office 365 and Skype for Business" image="4031" filecta_label="Download a PDF" filecta="4032" img_alt_text="The Microsoft and Genesys alliance"][/section_header][section_grid background_clr="bgc-lgray" title="Key benefits"][sg_item] Unify customer journeys across Skype for Business channels and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organisation Decrease handle time with quick and easy access to IM, voice, video and screen share [/sg_item][sg_item] Deliver great customer experiences with a fully integrated suite of contact centre solutions. Simplified administration and installation with native UCMA API-based integration Improved operational flexibility in on-premise, hybrid, or cloud deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Our strategic partnership Genesys, the market leader in omnichannel customer experience and a Microsoft Gold Certified Partner, joins with Microsoft to integrate the Genesys Customer Experience Platform with Office 365 and Skype for Business. A deep strategic alliance at technology and corporate level foster ongoing collaboration within the development, marketing, and sales teams. This partnership enables our customers to leverage Genesys customer engagement while natively powering their enterprise communications capabilities through Skype for Business. Our joint vision embraces the market trends of digitalisation, collaboration, mobility and cloud, both in customer service and enterprise communications. Genesys multimedia connector for Skype for Business Native integration with Skype for Business enables companies to seamlessly unify enterprise communications and omnichannel customer service—creating a collaborative contact centre. Enrich the customer experience with ubiquitous access to all Skype for Business channels (including instant message, voice and video) along with other digital channels such as email, social and web. Unified customer journeys and analytics across all channels allows businesses to better anticipate customer needs thus providing a truly effortless customer experience. Agents can quickly identify and access available experts throughout your business—whether in the contact centre, branch offices, mobile workers, or knowledge workers—and collaborate with these experts to address difficult customer inquiries. When needed, agents can establish a three-way collaboration between the customer and expert to drive immediate resolution. An integrated omnichannel desktop means agents can easily engage across all touch points throughout the customer journey. IT teams can consolidate infrastructure, retiring legacy PBXs and ACDs to reduce costs and overhead. Native integration eliminates the complexity and is considerably easier to install, administer, and support, resulting in lower cost of ownership. The Genesys and Microsoft integrated solution scales from small to large, with the ability to deliver personalised customer journeys anywhere in the world. Proof points CX industry expert Don Van Doren, president of Vanguard Communications, says “Leveraging the core UCMA capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-added collaboration and customer engagement for companies of all sizes. Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.” Companies across the globe are finding value in the Genesys-Microsoft integration At Japan Tobacco International (JTI), the world’s largest tobacco product manufacturer, the Genesys-Skype for Business integration is used by three global IT help desks to support 27,000 employees across the globe. The Genesys-Skype for Business integration enables JTI to create an enterprise-wide virtual contact centre and gives agents an end-to-end view of all interactions. Luc Greefs, Director of Shared Technology at Cegeka, an information technology company with 3,200 employees, says “Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we’ve improved collaboration while moving to a software-based system to easily assimilate acquired companies’ systems.” Proof points As there is no one-size-fits-all solution for contact centre architecture, customers can choose from an assortment of deployment models including premise, partner-hosted, and hybrid cloud. The supported deployment options are: On-premise deployment of the Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server. Partner hosted: an on-premise deployment in a private cloud provided by hosting companies. Voice-only cloud deployment: the Genesys Customer Experience Platform is deployed in the cloud, along with Microsoft Office 365/Skype for Business Online. Contact centre agents and office workers use Office 365. Hybrid deployment: The Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server will be deployed on-premise. Agents and Information Workers/Office Workers are deployed in Office 365. [/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4032"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for SAP CRM " sub_title="Lower your total cost of ownership with an out-of-the-box integration between Genesys and SAP" image="9876" filecta_label="Download a PDF" filecta="9760" img_alt_text="Gplus Adapter for SAP CRM"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Lower total cost of ownership Familiar SAP CRM interface Faster time to deployment Personalised customer service Reduced interaction times Decreased number of transfers Improved resolution rates Enhanced workflow efficiencies Complete customer information at a glance [/sg_item][sg_item title="Key Features"] Multi channel routing capabilities 360-degree view of the customer Unified agent desktop Outbound campaign management Seamless blending of front- and backoffice interactions Real-time delivery of interactions based on customer profiles Integrated, real-time statistics Screen pops with complete customer information SAP WebClient support [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]To provide a best-in-class customer experience, your sales and service staff must be equipped with a single desktop that unifies all customer interactions and expedites relevant and timely responses. Genesys enables this multi channel customer experience with the Gplus Adapter for SAP. Designed for SAP CRM, business warehouse, and enterprise resource planning (ERP) applications, the Gplus Adapter facilitates a fast, effortless deployment of a unified desktop. Gplus Adapter for SAP provides a pre-packaged integration between the Genesys product suite and SAP CRM applications. Your company will benefit from faster implementation times, decreased costs, and a smooth flow of information between the contact centre and the rest of the enterprise. The Gplus Adapter is fully supported by Genesys and SAP and includes customer support and professional services provided by Genesys. Deliver superior customer experience and reduce costs With the Gplus Adapter for SAP, you can resolve common customer experience pitfalls such as long queue times and multiple transfers. Combined with Genesys routing, customer interactions and associated tasks can be extended beyond the contact centre to mobile workers, knowledge workers, and other employees, resulting in shorter interaction times, fewer transfers, and increased efficiency of operations. Reduce the cost of service and improve agent work environments with a unified desktop interface that integrates multiple interaction channels within the SAP Business Suite desktop. Your agents can now handle interactions across all media types for service, sales, and marketing. With a 360-degree view of the customer via SAP records, agents are able to achieve better first contact resolution and provide customers with a seamless multi-channel experience. Seamlessly integrate front-office and back-office interactions Allying best-of-breed products, the Gplus Adapter for SAP provides your employees with a familiar interface with added customer service functionalities. Instead of waiting for the next available agent, customers can be routed directly to the appropriate department, resulting in increased agent productivity and lower training costs. Orchestrate outbound campaigns Design and implement complex marketing and collections campaigns using the Gplus Adapter for SAP. Schedule outbound campaigns and assign activities to agents, re-schedule calls, record call outcomes, update call result records, and modify ongoing campaigns—all within the familiar SAP interface. Improve productivity with intelligent multimedia routing Through the use of Genesys routing capabilities, ensure the most critical items are handled first. The Gplus Adapter for SAP provides blended media routing of voice calls, emails, webchats, and work items. Guided by Genesys routing rules, interactions are prioritised in real-time, matched, and assigned to the best agents based on customer profiles, class of service, history, and needs. Screen pops containing relevant customer information provide a complete context of the existing relationship, enabling agents to personalise each interaction. Agents can handle up to six concurrent interactions. Genesys Chat is fully supported within the SAP chat user interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation. Leverage real-time statistics for maximum efficiency The Gplus Adapter for SAP improves efficiency through the use of real-time statistics. By integrating analytics into the SAP desktop, agents are better able to track and enhance their performance. Contact centre managers gain valuable insights into overall agent performance and can improve workforce collaboration, thus delivering quicker customer service while optimising agent workloads.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Supported Genesys features"] Genesys Email Genesys Chat Genesys Enterprise Workload Management Genesys Workforce Management Inbound and Outbound Voice Outbound voice campaigns Access to SAP data for intelligent routing Export of interaction data history into CRM account records [/sg_item][sg_item title="Software requirements"] Web browsers such as Internet Explorer 8.0 or later, Chrome, and Firefox Genesys Framework Genesys Digital Engagement Centre (for non-voice routing) Genesys Customer Interaction Management [/sg_item][sg_item title="Supported SAP versions"] SAP ERP or SAP R/3 Enterprise v4.5 or higher SAP CRM 3, 4, 5, 6, 7.0 (eHP1, 2, 3) [/sg_item][sg_item title="Supported platforms"] Windows Server 2008, 2012 Red Hat Enterprise Linux 6, 7 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="9760"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Web Engagement " sub_title="Improve Customer Service and Increase Sales Conversion with a Proactive Customer Experience " image="4181" filecta_label="Download PDF" filecta="4182"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Today, billions of global internet users are driving growth in digital customer service, support, and sales interactions. When customers purchase products and services from a business, they very often seek help from that company’s website and expect rapid responses or issue resolution. To stay competitive, businesses need to be more responsive and provide more digital support in web customer service and sales engagement than ever before. Genesys Web Engagement is key to providing business managers with the digital support they require by extending proactive assistance to their customers. By combining contextual and behavioural customer information with a clear, real-time view of the resources available in your contact centre, Genesys Web Engagement ensures that proactive assistance is offered via your website at the right time, on the right channel, and with the right resource. Reduce Customer Effort With Genesys Web Engagement, you can provide your customers with timely assistance, offered only when contact centre resources are available. You can also facilitate the experience by allowing customers to choose their preferred communication channels, such as chat, web callback, WebRTC voice or video, email, SMS, or FAQs. Web Engagement matches customers to the best-skilled resource to improve first contact resolution (FCR) and lower average handle time— reducing customer effort and enhancing the overall customer experience. Increase Online Sales Conversions Connecting the customer with the right resource at the right time makes conversations significantly more efficient—and can make the difference in closing a sale. For instance, you could negatively affect customer satisfaction and potentially lose a sale by inviting a customer into a conversation and then making them wait for a resource to become available. Web Engagement proactively offers assistance when the appropriate resource is available within the time required, ensuring a positive experience and reducing potential shopping cart abandonment. Personalise Customer Experience By granting agents greater visibility into recent customer interactions across all channels, such as a view of the web page the customer is currently visiting, recent web navigation, and the contents of the customer shopping cart, agents are able to tailor their responses, resulting in overall superior and personalised experiences. Drive New Revenues Web Engagement allows you to track all customer interactions, including partially completed interactions, and leverage this critical information to trigger follow-up actions. For example, if a customer abandons a shopping cart, Web Engagement can add them to an ongoing outbound email campaign, which will send them scheduled reminders. Likewise, large institutions such as banks can benefit from applying business rules that will route all callers who have partially completed mortgage applications to a specialist who can help complete the forms and submit the application, which drives new revenue.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provide a superior customer experience Enhance customer satisfaction Prioritise valuable interactions to your organisation Improve FCR Minimise site abandonment [/sg_item][sg_item] Increase online sales conversions Raise average order value Lower average handle times Maximise the productivity of contact centre resources [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Web Monitoring and Reporting"]Follow customers in real-time as they navigate your website from a computer, mobile phone, mobile application, or IoT device, and monitor their activity, including mouse and keyboard events. Gain insight into more than simple page visits. Visualise user behaviour with advanced reporting dashboards, including geolocation and trend line data.[/sg_item][sg_item title="Continuous Customer Engagement"]Decide when to engage a customer based on full contextual interaction history across all channels. Assist customers already engaged with an agent by concurrently offering personalised ads, articles, and more. Optimise the number of invitations you send with intelligent pacing technology. Use a missed opportunities queue to track web users who qualified for assistance but could not be served.[/sg_item][sg_item title="Business Rules Management "]Apply simple rules to detect customer struggles, such as a failure to log in, submit a form or find information on the website, and provide assistance in a timely manner.[/sg_item][sg_item title="Omnichannel Support"]Proactively engage in any manner needed to deliver business results and enhance customer experience via chat, web callback, WebRTC, email, SMS, and FAQs. Start journeys for web visitors during their first visit, and continue to manage their journeys during ongoing interactions and visits.[/sg_item][sg_item title="No Impact to Website Changes"]We understand that your websites are constantly changing. Genesys Web Engagement is built to handle these changes, without any alterations to web tracking.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace) "]Provide your agents with the information they need to personalise each interaction. With a fully integrated, unified desktop, agents are equipped with customer records, complete with omnichannel contact history and a standard response library, leading to higher agent performance and effortless customer experience.[/sg_item][sg_item title="High Availability"]Web Engagement offers high availability capabilities and horizontal scalability via N+1 architecture with seamless failover in case problems arise, providing secure business continuity for mission-critical operations.[/sg_item][sg_item title="Security"]Web Engagement uses HTTPS and mutual transport layer security to secure and support communication between Web Engagement and other Genesys servers as well as the data exchange between Genesys Web Engagement and customer browsers.[/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key Features"][sg_item title="Monitor"] Out-of-the-box business events for capturing searches and time-out, as well as mouse and keyboard inactivity Out-of-the-box rule templates and business rules interface for defining engagement rules Advanced reporting dashboards for web behaviour metrics, including geolocation and trend line data [/sg_item][sg_item title="Qualify"] Actionable behaviour patterns for customer interest, campaign success, agent intervention, and offers of support Intelligent pacing of engagement invitations Multiple engagement offers allowed simultaneously [/sg_item][sg_item title="Engage"] Pop-up widgets in customer browsers Live monitoring of customer during the engagement Unified customer record including an integrated view of web history Missed opportunities interaction queue to track customers who could not be served [/sg_item][sg_item title="Optimise"] Continuous optimisation process Monitor campaign and rule performance to track progress towards goals Realise goals by optimising rules based on actual data and customer behaviour [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="4182"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Co-browse" sub_title="Offer high-value, live collaboration to reduce customer effort" image="4117" filecta_label="Download a PDF" filecta="4118" img_alt_text="Genesys Co-Browse"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Improved customer experience Reduced customer effort Faster contact resolution Increased online conversion Enhanced lifetime value of customers Lower shopping cart abandonment Greater average order value Maximised agent productivity [/sg_item][sg_item title="Key Features"] Dynamic start page allows you to add co-browsing capabilities to website sections where you anticipate the most need. Page-sharing lets your agents see exactly what customers are seeing on your site, so they can view problem areas firsthand. Form-sharing allows agents to help customers complete online forms with confidence, thus reducing abandonment rates. Industry-leading security safeguards your customer’s sensitive information. Account numbers and other sensitive data are not visible to agents during co-browsing sessions. In addition, customer desktops and files are not shared with agents. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]One of the biggest reasons that organisations today lose sales or offer inefficient service over web channels is that customers cannot find the information they need. With Genesys Co-browse, companies can now drive up new revenue and improve service by guiding customers in real time to information about the products and services they need. Co-browse lets customer share browser pages with contact centre agents or knowledge experts, which in conjunction with real-time chat or phone support, provides more effective, personalised online assistance. The ability of agents to co-browse with customers minimises channel escalation improves first contact resolution (FCR), reduces abandonment, boosts customer loyalty, and decreases service costs. Reduce cart and web form abandonment The health of your organisation is tied to the ability to ensure customers receive appropriate service in their moment of need and finalise their purchases by completing web forms and applications. The inability to find information, compare products or understand web forms leads to reduced customer loyalty, lost sales, and additional costs. Research firms estimate shopping cart and form abandonment rates are as high as 65%. Providing relevant intervention directly affects your bottom line and vastly improves the customer experience. This leads to additional up-selling and crossselling opportunities and an increase in the size of the average sale. Elevate your online customer experience Incorporating Co-browse into your web support environment empowers your customers and agents to initiate sessions—enabling hands-on assistance with everything from site navigation and form completion to picking the right item and completing the checkout process. With Co-browse, your agents can also proactively invite customers into sessions to further improve the customer experience. The potential payoff is clear. According to the industry research firm SQM, a 1% improvement in FCR performance equals $256,000 in annual operational savings for the average contact centre. Give your agents the power of personalised assistance By adding Genesys Co-browse to your online assistance mix, you ensure that your agents deliver the highest level of customer satisfaction, and you also boost revenue by providing relevant assistance during the buying process. Co-browse places a wealth of functionality at your customer service representatives’ fingertips, enabling them to provide a level of personalised service that will keep issues from being escalated to additional support channels.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][/section_cta][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Skills-Based, Context-Sensitive"]Co-browsing sessions are offered in conjunction with real-time chat or phone calls and are prioritised and routed to the right agent the first time.[/sg_item][sg_item title="Real-Time, Proactive Co-Browsing"]Co-browse seamlessly integrates with Genesys Web Engagement to proactively extend invitations based on business rules. These may include any combination of agent availability, customer behaviour, or profile/segmentation.[/sg_item][sg_item title="Pointer Mode"]By default, when a co-browsing session is initiated, agents are in a read-only mode, so they’re only able to point and highlight during sessions. For more complex interactions, agents can request that customers allow write access.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Agents can easily access customer profiles and history and assist customers with website navigation, forms, and locating information—all while maintaining the conversation over chat or video. They can also seamlessly transfer the chat and co-browsing session to a specialist, leading to a better customer experience.[/sg_item][sg_item title="Customer Feedback"]Surveys following co-browsing sessions give customers the opportunity to provide specific feedback that helps you optimise your sales and service strategies.[/sg_item][sg_item title="High Availability"]Co-browse offers high availability capabilities with seamless failover in case a problem arises, ensuring business continuity.[/sg_item][/section_grid] Genesys Co-browse, Offer high-value, live collaboration to reduce customer effort [section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4118"][/section_cta] CONTACTBABEL RESEARCH REPORT The Inner Circle Guide to Contact Centre Remote Working Solutions Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. Now, to continue operating in an environment that’s shifted because of a pandemic, many more contact centres must implement continuity plans that involve remote working. This report from ContactBabel shows how to do this effectively, including: Examining what tools you have in place to enable remote work The amount of time it takes to implement your remote working tools How to manage remote agents and teams Download the guide [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t6m9QAA"] Twimbit Research Insights CX Priorities for Insurance 4.0 in Asia Pacific Asia Pacific is emerging as the fastest-growing region for insurance companies in this coming decade. However, COVID-19, a once-in-a-century pandemic, will have a lasting impact on every business and every human being. It is now the biggest catalyst for digital transformation. Technology can help address the three biggest challenges of reach, risk of fraud and affordability that has limited growth and penetration of Insurance companies in this region. Consumers are no longer waiting to be sold insurance, rather they are proactively seeking one out. Per capita consumption of insurance is growing rapidly as insurers seamlessly embed products into the consumer lifestyle. They need to embrace agility and provide the highest level of customer experience through omnichannel communications to meet evolving customer demands and needs. In this report, we take a closer look at: Growth drivers for the coming decade 3 priorities for reimagining CX Technologies that are powering the CX transformation Roadmap to a successful transformation agenda Best practices in building winning strategies Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t6ooQAA"] Tip Sheet: [this_page_title] [cutoff co_thick="2px"] It’s time for a smarter contact centre solution that supports an omnichannel experience, spans your entire customer journey and harnesses the power of your data. Move beyond the limitations of queue-based routing and eliminate obstacles that hinder your customers and employees. Take the first step in finding the right contact centre solution with 10 key capabilities, including: The best desktop environment for agents to manage conversations across channels Workforce management software that provides the right mix of information, support and workforce optimisation tools to meet customer expectations Predictive performance that continuously improves business results by directing customer interactions to resources that are predicted to deliver the best outcome [mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mgRmAAI"] ICMI Trend Report Customer Journey Mapping and the Omnichannel Experience Find out why journey mapping is so important to the agent and customer experience and how to create a journey map that’s both insightful and actionable. Whether your organisation wants to improve customer satisfaction, boost productivity, or increase revenue, the customer journey is at the heart of it all. And today’s customers have high expectations – they want a seamless experience, on their terms (when, where, and how). The challenge? Most organisations think they have a better handle on the customer journey and experience than they actually do, particularly in multichannel and omnichannel environments. In this trend report, we’ll look at: Why journey mapping is so important How multichannel and omnichannel affect the agent and customer experience How to create an effective journey map that’s both insightful and actionable Download your copy today! Download the research report [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kraJQAQ"] Forrester-Use-Tech-Driven-Innovation FORRESTER RESEARCH REPORT Use Tech-Driven Innovation for Big Gains in Government CX Make your government websites easier to navigate , increase security and prepare for the future by introducing more reliable customer experience technology. In its report, Forrester outlines a technology-driven innovation framework for the future of customer journey mapping. In addition, the report also highlights a strategy for creating strategic partnerships that will not only gain customer trust, but also cause few customer frustrations when inevitable slow-downs happen in the government process. Download this report to learn how to: Upgrade your customer experience to create a more secure website and protect important government data Reduce costs by automating simple tasks and enabling self-service functionalities Streamline processes and allow for technology to run more efficiently Download the report [mktoform cta_header="" cta_button="Download the report" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001IcwdQAC"] MIT RESEARCH REPORT The global AI agenda - Promise, reality and the role of AI and data sharing Understanding AI’s real impact on businessArtificial intelligence (AI) capabilities are no longer reserved for big tech players. From manufacturing to energy and health care to government, MIT found that organisations from all industries and sectors are experimenting with a suite of AI solutions. MIT Technology Review Insights surveyed over 1,000 senior executives across different sectors and regions of the world to understand how organisations use AI now and plan to in the future. Read the report today to learn about: Real-world AI use cases Scalability challenges businesses face Business readiness to share data and enhance AI capabilities Download the report [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for Salesforce" image="4267" filecta_label="Download a PDF" filecta="4268" img_alt_text="Gplus Adapter for Salesforce"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Integrates Salesforce with Genesys architecture to enable a single desktop for all interactions Unifies customer information and interaction handling within the Salesforce UI Eliminates Workstation software dependencies with full thin-client architecture Configurable user interface for each agent that enables the desktop to adapt to individual users Faster time to market Lower costs through a pre-built integration [/sg_item][sg_item title="Key Features"] Voice and click-to-dial call control features Standard media control feature set for interactions Screen pop of Salesforce records using caller ID or attached data Task updates for interaction disposition Automated activity creation for contact centre reporting Real-time agent and contact centre statistics Contact profile and interaction history Built on the Open CTI API to meet Salesforce integration standards Differentiation of customer service with the callback option [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Providing a world-class customer experience requires responsiveness. When equipped with a single desktop that unifies all customer interactions, your sales and service staff are more responsive and helpful across all type of interactions. This means that your agents and knowledge workers have access to information about prior customer interactions and transactions. The Genesys Gplus Adapter for Salesforce is a pre-packaged integration of the Genesys Customer Experience Platform and the Salesforce suite. It unifies your contact centre and CRM systems to deliver a personalised customer experience. Designed for Salesforce CRM in either Classic or Console mode, the Gplus Adapter ensures a seamless implementation—whether in the cloud or on-premises. It provides media control, screen pop and activity history for multichannel interactions, and an outbound click-to-dial capability. Your organisation benefits from faster implementation times, decreased costs, and the smooth flow of information between the contact centre and the rest of your enterprise. Automated record display and activity update Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Automated record display and activity update Sales and customer service representatives need immediate access to customer data for speedy resolution of customer inquiries. The Gplus Adapter facilitates this by delivering a screen pop of relevant customer account, case, or other record types to the Salesforce CRM desktop—something that occurs simultaneously with the arrival of each interaction. Agents now have the complete context of each customer, enabling them to personalise every interaction. Record displays include common attributes such as caller ID, customer name, and email address. They can also include data attached to the interaction, such as information collected from the IVR system or billing information from the CRM record. Multiple related records can be displayed as well. For example, if family members are linked in the CRM system, all of their records can be displayed. Or, an opportunity record could be shown, along with a case record. An activity record is created upon conclusion of each interaction. This record contains valuable information about the contact—such as interaction type, duration, and disposition, as well as agent notes and chat transcripts and email content (where applicable). Embedded user interface For screen space preservation, the Gplus Adapter embeds media control within the Salesforce user interface (UI) via the Open CTI API. The media control layout in the desktop is available with both Classic and Console presentation models. Your agent is alerted when a new interaction arrives, and they can accept the contact or work item and manage it from within the Salesforce UI. This reduces average handle time and facilitates quick, accurate response. The Gplus Adapter also enables users to select a phone field in the Salesforce record and dial out directly through the Genesys Customer Experience Platform. An agent who needs to transfer a call or create a conference call simply selects from a list of queues or chooses an agent or back-office employee, based on their availability. Ease of implementation and routing Using the Salesforce Open CTI API and Genesys Web Services, all components of the Gplus Adapter are implemented within Salesforce as a 100% thin-client architecture. This serves to expedite deployment and reduces costs. The Gplus Adapter also uses Genesys real-time orchestration to assign interactions to the best available agents.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item title="Capabilities"] Contact and record lookup within Salesforce Screen pop records within Salesforce Call control with answer, hold/retrieve, transfer, conference, release, and forwarding Preview support for inbound calls Embedded media control and interaction data display Agent-state management Attached data view Update screen pop record with disposition details Scripts for custom screen pops and activity history Post-contact disposition for Genesys reporting [/sg_item][sg_item title="Supports"] Genesys Voice with full-feature all controls Genesys Chat Genesys Email Genesys Outbound Preview Genesys Enterprise Workload Management Agent supervisory features including silent monitoring, whisper coaching, and barge-in Agent-state management with not ready reason codes and after-call work reason codes Team Communicator for access to global and personal favourites, and agents, agent groups, and their availability statuses Recently dialled list [/sg_item][sg_item title="Software requirements"] Explorer, Firefox, and Chrome browser support (as stated by Salesforce) Genesys CIM version 8.1 or later Genesys Web Services version 8.5 or later [/sg_item][sg_item title="Salesforce integration"] Sales or Service Cloud Classic or Console mode Screen pop of records within the Salesforce interface Activity creation with post-interaction disposition [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4268"] TIP SHEET Tips for Evaluating and Choosing the Right Contact Centre Solution in the Cloud Why Cost Isn’t the Only Justification for Deciding Between Cloud and On-Premises Deployment [cutoff co_thick="2px"]The debate has raged for years over the cost of a cloud contact centre versus on-premises contact centre deployment. Based on the latest Ovum research, a majority of businesses would indeed reduce costs through cloud deployment. Yet cost alone is not the only factor to consider when choosing between cloud or on-premises deployment. Every company has their own set of requirements and constraints that affect the decision to move to the cloud or further invest in an on-premises model. This tip sheet will help you decide what is important in the decision-making process, including: What are your customers demanding Industry trends Mapping your situation to the latest research Choose the right vendor and technology platform that supports your business needs and customer demands. Download the tip sheet today![mktoform cta_header="GET THE TIP SHEET TODAY!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="701U0000001YDXn"] 7 Steps to Omnichannel Self-Service: Make it Personal [cutoff co_thick="2px"]Automation plays a vital role in enabling omnichannel self-service experiences, but chatbots alone can’t understand everything or perform all tasks that it takes to make a great experience. Combining AI and automation creates a seamless transition between bots and live agents—and a much better experience for your customers. Not sure where to begin? Learn the 7 key steps for controlling costs and meeting customer expectations, including: Double self-service with personalisation and personas Empower business users to make fast changes to your IVR Use self-service channels to offer fast access to new products [mktoform cta_header="Download Now!" ar_status="dynamic" cid_id="7010B000001SGqW"] EBOOK Contact Centre Economics and the Cloud If you are considering the right deployment model for your contact centre, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centres and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact centre, including: The size of your contact centre, and business requirements such as customer journey management The location and quantity of contact centres being managed The need for scalability, speed of deployment, and maintenance requirements Read the eBook today! Get the eBook [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="701U0000001YDY2"] EBOOK Seven best practices for building customer loyalty Happy customers lead to measurable business benefits Happy customers often become loyal ones. And those loyal customers not only reduce your marketing costs and purchase more products, they also become brand advocates whose influence in digital channels will attract new customers. Take a holistic look at how you engage with prospects and customers to understand the best ways to build long-term customer loyalty. Read this ebook to learn how successful businesses create loyal customers while keeping business goals on track, including: Automating proactive communications for more cross-sell opportunities Customising business rules to simplify compliance and enable fast updates to loyalty programmes Using the full customer journey to identify effective ways to communicate Anticipating needs and proactively offering assistance with omnichannel engagement Get the eBook [mktoform cta_header="" cta_button="Get the eBook" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000000maoK"] GARTNER RESEARCH REPORT 2020 Gartner Magic Quadrant for Workforce Engagement Management Gartner names Genesys as a Visionary in Workforce Engagement ManagementWhile a contact centre can be cost-intensive, forward-thinking companies focus on achieving goals and increasing profits, instead of just keeping costs down. They do this with agile workforce engagement management software that enables outstanding employee and customer experiences. The 2020 Gartner Magic Quadrant for Workforce Engagement Management evaluates eight vendors on their ability to execute and their completeness of vision – to help you make the right choice. Read the report where we believe you will learn: What the shift from workforce optimisation (WFO) to workforce engagement management (WEM) means for you What to look for in a WEM solution provider How Gartner positions eight WEM vendors – as Visionaries, Leaders, Challengers, and Niche players You can discover how our cloud-based, AI-infused WEM solutions offer simplified workflows for quality evaluations, coaching, scheduling, learning assignments and more — all from a single application. Download the research report [mktoform cta_header="" cta_button="Download the research report" form_branding="resource-alt" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001kqvuQAA"] Here’s what Gartner Peer Insights reviewers have to say about Genesys solutions: [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="239044"]An exceptional product that leaves the rest behind - Senior Executive, Sales and Marketing [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="239044"] Transformed from a hotline to a modern contact centre! - Chief Technology Officer, Healthcare Industry [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="239044"]Genesys is best in the market in providing Contact Centre solutions - Support Engineer, Infrastructure and Operations *Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences and does not represent the views of Gartner or its affiliates. *Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner Magic Quadrant for Workforce Engagement Management, XX February 2020, Jim Davies [this_page_title] [cutoff co_thick="2px"]Transitioning from legacy call centre infrastructure and point solutions to an integrated, SIP-centric, customer experience platform affects far more than telephony savings. Contact centre modernisation is key to increasing value and productivity, virtualising agent resources, reducing infrastructure costs, and—above all—improving customer experience. A contact centre makeover significantly increases your revenue and reduces your costs; but justifying the investment can be tough. Download this white paper. Learn how to calculate: Savings from increases in First Call Resolution Savings from reduction in Average Handle Times Savings from migrating calls to digital channels Increases in revenue due to intelligent interaction routing Download now! Build a business case tailored to your specific needs![mktoform cta_header="GET THE WHITE PAPER" ar_status="dynamic" cid_id="7010B000001SLux"] IDC Spotlight: Unlocking the transformative power of AI for contact centres with Google Cloud and Genesys In 2020, customer experience will overtake price and product as the key brand differentiator. Your contact centre is on the frontlines to deliver great customer experiences. Imagine giving customers immediate, around-the-clock self-service the way they want it — in a conversation. Then seamlessly transition them to a human agent who can use artificial intelligence (AI) to answer questions quickly. According to IDC, “By 2025, ‘AI-powered’ enterprises will be able to achieve Net Promoter Scores that are 1.5 times higher than those of their competitors.” Get this IDC spotlight and learn how using AI in contact centres can: Increase customer satisfaction Empower human agents Augment business insights Get the IDC Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kqUwQAI"] Frost & Sullivan Whitepaper Workforce Engagement Management How to Engage Your Team for the Best Customer Experience WEM, a natural evolution of WFO, places a huge emphasis on agent empowerment, assistance, and reward by providing worker-focused tools, such as flexible scheduling, personalised training, and coaching, and renovated agent workspaces By taking advantage of WEM tools and empowering employees to better engage with customers, Frost & Sullivan research found that companies are 96% more likely to be able to achieve overall profitability and are 82% more likely to provide a better quality of customer experience. To understand how contact centres are using WEM products, Frost & Sullivan surveyed 1,031 business decision-makers across North America, Latin America, Europe, and Asia Pacific, to discern their key challenges and benefits. Download the Frost & Sullivan White Paper and learn: What WEM means in terms of business impact and priorities Technology demands and planned purchasing trends Current adoption and use of contact centre management solutions including WEM Download the whitepaper [mktoform cta_header="" cta_button="Download" form_branding="resource-alt" ar_status="default" cid_id="7011T000001kpfiQAA"] FORRESTER REPORT The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences Ensuring your agents have the right tools is key to bringing human connection to the contact centre — and truly understanding your customers’ problems. Knowing and connecting with your customers will save you money and establish loyalty. Giving agents access to artificial intelligence (AI)-enabled tools is becoming the optimal way to run the contact centre. By automating simpler interactions and giving your customers the digital tools to fix their own problems, agents can handle more complex problems. And that makes them critical players in your success. Read this report from Forrester Research to learn: Three megatrends for customer service pros in 2020 How shifts in AI and agent roles influence workforce planning and culture The role of AI-powered desktops and how they better guide agents on customer needs Read the Forrester Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kq8WQAQ"] Digital transformation in action: Best practices in the contact centre [cutoff co_thick="2px"]At a recent event in Montreal, Frost & Sullivan invited customer experience leaders to come together for an Executive Think Tank Dinner. Alexander MICHAËL, Director of Consulting, Customer Experience, moderated a discussion with thought leaders to share insights, strategies and best practices about customer experience. This report brings that conversation to you. Read it to discover what your peers and customer experience experts say about: Communication channels and costs How to reduce customer effort The most problematic silos How to stay competitive by increasing conversion rates The added value of the agent [mktoform cta_header="Discover the best practices for your contact centre today" cta_button="Download the report" cid_id="7011T000001kq0FQAQ"] Frost & Sullivan White Paper Update Your Contact Centre Today or Risk Losing Business Tomorrow [cutoff co_thick="2px"] Customer expectations have changed. Self-service options on the channels of their choice are a given. And when self-service is not enough, they want live agents who can step up and make it a seamless transition. Take a new approach to customer engagement today—or your customers won’t be back tomorrow. Future-proof your contact centre with omnichannel at the centre of your digital transformation. It eliminates siloes so your customers get the seamless experience they expect. Learn how to manage the entire customer journey with a single, integrated view of all interactions. Read this white paper from Frost & Sullivan and learn how to: Assess the risks, benefits and any technology gaps before moving forward Create a blueprint for success and action plans with clear metrics Consider cloud omnichannel solutions for easier deployments and simple scalability [mktoform cta_header="Read the White Paper" cta_button="Download the White Paper" ar_status="dynamic" cid_id="7010B000001SKlG"] Architecture spotlight: Three considerations when choosing cloud for your contact centre [cutoff co_thick="2px"]A cloud contact centre can offer many advantages in performance, scalability and security, compared to an on-premise contact centre infrastructure. To maximise these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs. Get informed answers, insights and best practices from Richard Snow, vice-president and research director of customer and contact centre research, Ventana Research and Jack Nichols, director of PureCloud product management, Genesys. Download this white paper from Genesys and Ventana Research for guidance as you replace or improve your existing contact centre architecture. You’ll learn: Pros and cons of private and public cloud contact centre models Best practices for a blended infrastructure Differences between single and multitenant cloud architectures How to determine if a vendor’s cloud solution meets your specific needs [mktoform cta_header="DOWNLOAD NOW!" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001SP2QQAW"] EBOOK Spend Money. Make Money. Four businesses that found customer experience success. Meeting today’s increasing customer expectations means having the right technology to support your call centre. When investing in that technology, look beyond the monthly subscription fee to find the real value. See how four call centres upgraded their technology and: Improved customer ratings Increased sales Reduced operational costs Get the ebook [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001koSOQAY"] TIP SHEET Twelve signs you’re ready to upgrade to a cloud contact centre Being competitive means exceeding customer expectations. And your contact centre setup should make it easy to do that. Read this tip sheet to discover if now is the right time to move your contact centre to the cloud and reap the rewards. Moving to a cloud contact centre helps you: Empower your growth Make your operations more efficient Increase interconnectivity Get the tip sheet [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001koQrQAI"] WHITE PAPER Rethink Queue-Based Routing In a Digital-First World [cutoff co_thick="2px"]Queue-based routing was the model of efficiency when it was first introduced 40+ years ago. With the addition of digital and self-service channels, and with customers using multiple channels (sometimes within a single interaction), contact centres are now constrained by this approach. Contact centre routing is the foundation for delivering personalised, omnichannel customer experiences and engaging employees. It’s time to rethink the status quo for routing work to the best-suited employee. This white paper discusses how you can: Overcome limitations of queue-based routing with true Omnichannel routing Design personalised, low effort, end-to-end customer journeys Match your customers with the best available resource at the right time in the right channel [mktoform cta_header="Get the White Paper" cta_button="Check it out!" ar_status="dynamic" cid_id="7010B000001gL52QAE"] WHITEPAPER The power of possibilities: Buy, extend, and build on a true cloud platform Gone is the binary choice of “buy versus build” that locked centres into frustrating limitations. Now, buyers can have the best of all worlds. Centres are no longer “call centres.” They are “contact centres” operating in an omnichannel world. They must handle a growing array of contacts that go well beyond phone calls to include email, chat, text/SMS, social media and more. They need robust performance management capabilities that ensure a great customer experience and employee engagement. And they must move fast — with agility at the micro level for handling each contact and at the macro level to respond to new business needs and market trends. Contact centres must look at different customer service technologies that enable them to go far — fast — building applications that leverage APIs or extending solutions in a variety of ways through integrations and application marketplaces. Download this white paper to learn: How to overcome the legacy of "build vs. buy" Advantages and disadvantages of each approach Specific use cases for each option Download the Whitepaper [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000001GbdXAAS"] EBOOK Solve your call centre’s seasonal capacity problem Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there’s no way to fully standardise your business levels, you can manage changes—with proper planning. Most businesses experience this to one degree or another, however some organisations are faced with fewer resources to expand and contract with ease. Seasonal capacity issues can vary throughout the year and aren’t strictly limited to holidays, though that is a common catalyst for capacity concerns. To overcome these problems, first look at your historical data and identify the peaks and valleys that your company experiences. Plan staffing out from there and then focus on the trickier issues that go beyond normal business fluctuations. In this ebook, you'll learn: How to solve staffing issues to handle your baseline volume How to overcome outdated technology that causes bad experiences Understand the best tools to solve seasonal capacity issues Download the eBook [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000001KfQ1AAK"] Customers rank Genesys a leader in the Fall 2019 G2 Grid® Report for Contact Centre Infrastructure Software The people have spoken. G2 reviews place Genesys® PureCloud®, PureConnectTM and PureEngageTM products in the Leaders quadrant.[cutoff co_thick="2px"][mktoform cta_header="Get the report" cta_button="Download now" form_branding="gray-theme" ar_status="dynamic" cid_id="7011T000001kmqJQAQ"]G2 Grid® represents the democratic voice of real contact centre software users. It rates products algorithmically, based on data sourced from G2 users’ product reviews and aggregated from online sources and social networks. Get the G2 Grid® report for Contact Centre Infrastructure (CCI) software now. See how various contact centre products stack up based on real user experiences Compare features for CCI platforms as well as inbound and outbound call centres Select the right contact centre software for your needs Here's what G2 reviewers say about Genesys products: [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="176746"]Complete suite of capabilities. - Gerardo A. Data Services Leader[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="176746"]Easy and scalable! - Kenneth S. Teamleader, Optimering[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="176746"]An exceptional product that leave the rest behind. - Andrew G. Non-Profit Organisation Management Executive Brief AI-powered automation: Essential tips for using voicebots and chatbots [cutoff co_thick="2px"]As the first step in artificial intelligence (AI) automation, voicebots and chatbots can quickly improve operational efficiency and deliver great customer experience. This brief gives you the basics of using bots, including best practices from real-world implementations and long-term considerations like: Choosing the best use case before you look at KPIs Understanding how a single bot affects overall customer experience Using pre-built apps to accelerate the bot-creation process [mktoform cta_header="Get the brief" form_p_target="custom" ar_status="dynamic" url="https://www.genesys.com/campaign/ai-powered-automation-essential-tips-for-using-voicebots-and-chatbots-thank-you" cid_id="7011T000001kmaBQAQ"] RESEARCH REPORT 2019 Gartner MQ for Contact Centre as a Service, North America Gartner names Genesys as a Leader in Contact Centre as a Service, North America, yet again According to Gartner, "Contact centre as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centres in North America, replacing traditional on-premises contact centre infrastructure." The 2019 Gartner Magic Quadrant for CCaaS evaluates nine vendors on their ability to execute and completeness of vision — helping you make the right choice. Read the report and we believe you will learn: What's driving the demand for a CCaaS deployment model Key considerations when comparing cloud solution providers How Gartner positions the contact centre vendors in its quadrant — Leaders, Challengers, Visionaries and Niche Players Here's what Gartner Peer Insights reviewers have to say: [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]A CCaaS product that delivers on its promise… — Head of Group Technology in the services industry[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]Ease of implementation allowed us to get up and running quickly while allowing for growth. — VP, Contact Centre in the services industry Get the Research Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001knskQAA"] 1Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and does not represent the views of Gartner or its affiliates. * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner Magic Quadrant for Contact Centre as a Service, North America, 15 October 2019, Drew Kraus, Steve Blood, Simon Harrison Blended AI for Customer Experience Bots and automation collide with the power of human touch [cutoff co_thick="2px"]Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide. Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes. Download the eBook and learn how Kate and Blended AI lets you: Personalise self-service Connect customer conversations Create smart agent experiences Start small and deploy fast with MicroApps [mktoform cta_header="DOWNLOAD NOW!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SHjOQAW"] Tip Sheet: [this_page_title] [cutoff co_thick="2px"]Recognising when it’s time to replace your ACD system is just half of the battle. To take action, you need to get other stakeholders on board. Build the business case for modernising your contact centre with a unified omnichannel infrastructure. Download this tip sheet to learn ways to build a business case for your organisation, including how to: Calculate cost savings of agent pooling Assess revenue gains by reducing abandonment rate Estimate hardware and maintenance savings with a SIP-based open-standards platform [mktoform cta_header="Get the Tip Sheet" ar_status="dynamic" cid_id="7010d000000mZt4AAE"] eBook Engage With Customers in an Ultra-Connected Era [cutoff co_thick="2px"]Your customers are ultra-connected. Make sure you are as well. Finding new customers and maintaining relationships with those you already have takes time and effort. When your customers are ready to engage, are you meeting them where they are? As the world becomes more digital it’s vital for all businesses to be able to communicate with customers whenever and wherever the customer wants - be that via phone call, SMS, online chat, or social media. Get this eBook now to learn: How to engage with your customers in an ultra-connected world How to make your customer engagement operations easy and efficient Why it’s time for an all-in-one cloud contact centre solution [mktoform cta_header="GET THE EBOOK TODAY!" cta_button="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001YSiFQAW"] Five Critical Requirements for Customer Experience in an Ultra-Connected Era [cutoff co_thick="2px"]Customers today expect their customer service to be as connected as they are. If you can’t deliver a seamless omnichannel customer experience or easily add digital channels such as mobile, social media and web, you risk being left behind. Some companies try to deliver omnichannel with dated technology, a tangle of point solutions, bolted together with duct tape. But you don’t have to. Read this ebook and see : Why force-fitting more channels into an aging infrastructure is not the right approach How to create a future-ready customer experience How an integrated approach improves your metrics and reduces operating costs [mktoform cta_header="Download Now" ar_status="dynamic" cid_id="7010B000001gI1jQAE"] White Paper Defining and Using Asynchronous Messaging [cutoff co_thick="2px"]In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: 6 benefits to asynchronous messaging in B2C customer experience and operations Incorporating asynchronous messaging into your unique business needs Functional and architectural requirements to effectively leverage asynchronous messaging in your customer experience strategy [mktoform cta_header="CHECK IT OUT" cta_button="DOWNLOAD WHITE PAPER" ar_status="dynamic" cid_id="7010B000001gLBUQA2"] WHITE PAPER Empower Your Contact Centre Agents to Deliver a Great Customer Experience with an Omnichannel Desktop [cutoff co_thick="2px"]Most companies today can support multi-channel customer interactions such as voice, email and chat, but typically cannot share context across all channels. Contact Centre agents have a tough job! On one hand, they are trying to help grumpy customers who expect them to know about their previous interactions. And simultaneously, on the other hand, they are trying to navigate between multiple applications to connect the dots. This white paper discusses: How an omnichannel desktop can empower contact centre agents How you can reduce transfers and lower contact duration, while boosting customer satisfaction How to calculate business benefits of an omnichannel desktop [mktoform cta_header="Download Now!" cta_button="Submit" ar_status="dynamic" cid_id="7010B000001Sc5hQAC"] Checklist: [this_page_title] [cutoff co_thick="2px"]To meet rising customer expectations and manage existing contact centre operations, you need the right solutions, infrastructure and provider in place. On-premises systems aren’t always the most efficient way to achieve your goals and outcomes. The best path forward is moving to a cloud solution that ensures you always have the latest technology. Plan your journey with this comprehensive migration checklist that includes insights for: Identifying your business goals and outcomes Evaluating deployment options Understanding your technology needs and priorities [mktoform cta_header="Get the checklist" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001GcaAAAS"] Executive Brief: [this_page_title] Unmatched agility, scalability and innovation for Genesys on-premises customers [cutoff co_thick="2px"]Customers want to connect with companies in new ways, via the channel of their choice — including new channels that on-premises systems simply weren’t built to handle. Bringing your current Genesys solution to the cloud offers the business agility to scale up or down easily as business needs change, to meet seasonal demands or as your company grows. And through ongoing software updates, you’ll always be using the most current version — with access to the latest Genesys innovations. The proven and prescriptive Genesys migration methodology makes your move to the cloud simple and straightforward. Your path to the cloud includes these simple steps: See what it looks like to exceed business and customer expectations Take advantage of proven Genesys use cases Migrate with confidence, and let us do all the work Achieve your desired business outcomes [mktoform cta_header="Get the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Gd2iAAC"] Video Overview Introducing Genesys Cloud [cutoff co_thick="2px"]Moving your contact centre to the Genesys Cloud offers a wide variety of benefits, including economy of scale, continuous deployment and faster innovation. Watch our video to understand: Why cloud is quickly becoming the standard for most industries What differentiates the 3 Genesys Cloud solutions How Genesys integrates with your existing solutions While moving to the cloud can sound challenging, we can help determine if this is the right move for your business.[mktoform cta_header="Watch the Video" cta_button="Watch Now" ar_status="dynamic" cid_id="7010d000001Gcg3AAC"] EBOOK The Essential Guide to Contact Centre Modernisation Your Guide to Evaluating, Selecting and Modernising Your Contact Centre to Deliver Exceptional Customer Experience [cutoff co_thick="2px"]What is a modern contact centre? Whether you deploy an on-premises or cloud contact centre, a modern contact centre is one that improves the customer experiences (CX) your business delivers. The modernisation process centres on making sure you’re able to support all the ways customers want to communicate with your business. Transformation in the contact centre translates into a competitive advantage. Once you discover how to deliver a consistent, seamless, and personalised experience across all interactions–from self-service to agent-assisted interactions, you’ll quickly understand that omnichannel experiences can only come from modernising your contact centre. Do you need to: Improve customer satisfaction Lower costs Fuel growth Engage employees Get the ebook and start delivering omnichannel experiences, personalised interactions, and journey-specific customer exchanges.[mktoform cta_header="GET THE EBOOK TODAY!" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000001fNarIAE"] WHITE PAPER A New Approach to Back-Office Optimisation [cutoff co_thick="2px"]Driving growth requires three elements: people, process and technology. Yet, many businesses focus mainly on process and technology. Traditional back office management tools—CRM, workflow and business process applications– can’t put your business ahead. When they pass tasks to people you lose visibility, efficiency, and customer satisfaction. See how increased focus on this human side of business process automation: Improves workforce productivity and satisfaction Reduces operational costs Increases sales conversions [mktoform cta_header="Download the Whitepaper" ar_status="dynamic" cid_id="701U00000019w4bIAA"] The Contact Centre Manager’s Survival Guide to Omnichannel Customer Service [cutoff co_thick="2px"]Is your contact centre prepared to deliver omnichannel customer service? Are you aware of the dangers and pitfalls? Do you have the practical advice and essential know-how to create a 360-degree view of the customer in order to accurately anticipate their needs and create an omnichannel vision? Download this Survival Guide to learn: Six best practices to design and deliver omnichannel customer service The three R's of operationalising omnichannel customer service - Resources, Routing and Reporting Business results you can achieve by moving to an omnichannel contact centre [mktoform cta_header="Download the Guide" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000001QeC9IAK"] Optimise Your Workforce for the Omnichannel Revolution [cutoff co_thick="2px"]Whether your customer contacts you on the phone or through a web chat, they do not want to hear that they have to wait 20 minutes because the only resource who is skilled and scheduled to handle their request is unavailable. Download this eBook to learn: Six omnichannel workforce planning and optimisation strategies How to increase efficiency by integrating workforce management with your contact centre solution How to reduce Average Handle Time (AHT) time with intelligent omnichannel planning and routing strategies [mktoform cta_header="Download the eBook" ar_status="dynamic" cid_id="7011T000001km61QAA"] WHITE PAPER Planning and Managing Your Omnichannel Workforce [cutoff co_thick="2px"]Technology-savvy customers of today are using multiple devices and communication channels to engage with companies. In most contact centres, interaction channels are managed in silos. There are separate systems for routing interactions and tasks, and for workforce management. This creates complexity and manual work for workforce planning and operations. Read this white paper to learn how you can: Develop integrated omnichannel workforce planning strategies Modernise your infrastructure with an integrated contact centre solution Improve customer experience and agent satisfaction while reducing costs [mktoform cta_header="Get the Whitepaper" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000000okw4IAA"] Journey mapping eBook: An outside-in approach to delivering great customer experiences [cutoff co_thick="2px"]Customers engage with your company for a variety of reasons such as buying your product, onboarding, or getting support. Each of these is a journey which may involve multiple channels – website, call centre, mobile devices or social media. Customer Journey Management is an omnichannel customer engagement technique that involves taking an outside-in approach from the customer’s perspective to improve customer experience (CX) for your most important customer’s journeys. Download this eBook. Learn how to: Design customer journeys that are effortless, proactive and personalised Improve customer experience with journey maps Visualise and deliver exceptional customer experiences [mktoform cta_header="Download the eBook" ar_status="dynamic" cid_id="701U0000000lxdKIAQ"] Enriching Your Customer Experience with Proactive Customer Communications [cutoff co_thick="2px"]Proactive Customer Communications (PCC) is any outbound communications solution that delivers proactive notifications, alerts, or other messages. Done right, it turns once-dreaded telemarketing calls or ignored direct mail into important alerts and updates. A key to creating effective PCC is that it must be highly personalised, relevant to the recipient and delivered through the channels customers want to use. No matter what size your business or industry you are in, PCC can help you improve your customer experience. Download the white paper to see what it can do for you.[mktoform ar_status="dynamic" cid_id="701U0000001fSDEIA2"] EXECUTIVE BRIEF Five ways to improve outbound engagement and customer experiences with mobile [cutoff co_thick="2px"]Modify your communication strategy to reflect transformations in customer behavior. By proactively engaging with customers over mobile channels, your business can improve your ability to reach customers and increase important metrics like contact and response rates, revenue, customer loyalty, and satisfaction. Download this Genesys executive brief to learn how to incorporate mobile strategies into your outbound communications in order to provide better customer experience.[mktoform cta_header="GET THE EXECUTIVE BRIEF TODAY!" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000001fR33IAE"] EBOOK The Outbound Engagement Playbook Proactively Communicate with Your Customers and Deliver Great Customer Experiences [cutoff co_thick="2px"]What is an outbound engagement solution? An outbound engagement solution enables organisations to proactively communicate with customers across a variety of channels. By managing expectations and keeping customers informed throughout their journeys, you can increase customer satisfaction, reduce churn, and build profitable long-term customer relationships. This eBook will help you decide if an outbound engagement solution is right for you by covering the following areas: Challenges with outbound engagement Six key components Deployment types Use case studies Read the Outbound Engagement Playbook to up your proactive communication game.[mktoform cta_header="GET IT TODAY!" ar_status="dynamic" cid_id="701U0000001A1aHIAS"] EBOOK [this_page_title] [cutoff co_thick="2px"]Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.[mktoform cta_header="Get the eBook" ar_status="dynamic" cid_id="7011T000001klyHQAQ"] TIP SHEET Four Steps to Make Customers Love Your Contact Centre [cutoff co_thick="2px"]In a survey conducted by Accenture, 66% of people said they quit doing business with a company because of a negative experience. Customer service is a key competitive differentiator. No business can afford to deliver anything less than an exceptional customer experience (CX). Stuck with a legacy ACD, PBX or telephony call centre? Fortunately, there’s a clear-cut solution. Here are four tips to help you transform your call centre into a next-generation omnichannel engagement centre: Assessing your current situation Determining the business benefits Selecting a deployment approach Updating your customer engagement environment An omnichannel engagement centre solution offers business benefits such as lower costs and higher revenue—plus CX advantages such as shorter hold times, slashed abandonment rates, and a better Net Promoter Score. Get the Tip Sheet![mktoform cta_header="Download Now" cta_button="READ THE TIP SHEET!" ar_status="dynamic" cid_id="701U0000001fNawIAE"] What is good (and bad) customer service in 2019? Asia Pacific Consumer Research Report [cutoff co_thick="2px"]The Genesys “What is GOOD (and BAD) customer service in 2019” Research reveals key success factors for providing good customer experience across the Asia Pacific region’s diverse markets. Based on findings drawn from over 8000 consumers across ten countries in the region, the report highlights key components– such as response times, operator experience, and use of automation technologies like chatbots – that can make or break customer satisfaction in the omnichannel age. Download the report to find out: Which channels APAC consumers find most effective for resolving their issues, and why. The three major CX turn-offs that can literally bring customers to tears. Why 52% of APAC consumers are open to customer service from bots - and where automated options don’t always work. The markets where consumers are more likely to pay extra for premium customer service - and those which expect it at no additional cost. [mktoform cta_header="Read the Full Report" cta_button="Download Now" cid_id="7011T000001klxsQAA"] [this_page_title] [cutoff co_thick="2px"]Applications and devices that are enabled for artificial intelligence (AI) increasingly think and act more like humans. This gives AI huge potential to make customer service more effective by streamlining case management and other predictable tasks. But all the noise about AI can be overwhelming. This CustomerThink paper outlines key findings, predictions and guidance from analysts and industry leaders about the use of AI in the customer service market, including: Why loyalty-based customer experiences are as important as increased efficiency How to ensure that efficiency gains don’t undermine customer experience objectives How blended AI eases the shift of work from AI to humans and back, as customers require Five tactical steps to properly implement your AI customer experience strategy Get the in-depth analyst view from the latest paper by CustomerThink, Artificial intelligence: Friend or foe of customer service?[mktoform cta_header="Download now." cta_button="Download now." ar_status="dynamic" cid_id="7010B000001SWNaQAO" gdpr_add_msg="This is a new GDPR message." gdpr_attr="utm_source" gdpr_val="patricktest"] TIP SHEET Best Practices for Contact Centre Routing [cutoff co_thick="2px"]Queue-based routing has many limitations. Lack of a single, universal queue for all channels and media types creates a fragmented customer experience and makes it impossible to manage SLAs and prioritise the most valuable customer interactions across channels. Download this tip sheet to learn how you can: Assign the right work to the right resource at the right time Improve first contact resolution (FCR), reduce average handle time (AHT) and increase Net Promoter Score (NPS) with agent-based routing Orchestrate customer experience with insight into customer activity across all channels with Genesys Routing [mktoform cta_header="Get the Tip Sheet" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SdjYQAS"] eBook Not All Cloud Contact Centre Platforms Are Created Equal [cutoff co_thick="2px"]Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact centre solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important. Download this eBook and learn: How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that far exceed those of previous generations The benefits of utilising a platform built on microservices architecture How to take your business to the next level with a built to scale cloud contact centre platform [mktoform cta_header="Get the eBook" cta_button="Read Now" ar_status="dynamic" cid_id="7010B000001gN4fQAE"] WHITE PAPER Should You Update or Abandon Your Call Centre ACD? Why Companies Choose SIP-Based Contact Centres [cutoff co_thick="2px"]Choosing the right technology for your contact centre infrastracture be daunting. Should you update your legacy call centre ACD and applications? Or is it time to migrate to a SIP-based customer experience platform with powerful omnichannel capabilities? Modernising your call centre infrastructure with a SIP-based contact centre solution can be the foundation for delivering world class customer service. Download this white paper to learn: Limitations of legacy call centre ACDs Benefits of a SIP-based contact centre solution Real-world examples of how SIP boosts efficiency, reduces costs, and enables you to provide optimal customer service [mktoform cta_header="Get the White Paper" cta_button="Download Now" ar_status="dynamic" cid_id="701U00000019wPAIAY"] eBOOK Seven Steps for Delivering Next-Generation Digital Customer Service [cutoff co_thick="2px"]Modern contact centres support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook. Learn how you can: Design a successful digital customer engagement strategy Provide agents with a 360-degree view of the customer across all digital channels and voice Deliver omnichannel experiences that are personalised, context-based, and low-effort [mktoform cta_header="Get the eBook!" ar_status="dynamic" cid_id="701U0000001fNMaIAM"] Frost & Sullivan White Paper Customer Engagement is Ripe for Change Is Your IT Team Ready to Enable Digital Transformation? Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact centre platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to: Identify process changes and goals with lines of business Benchmark your current infrastructure and technology gaps Consider cloud omnichannel solutions for easier deployments and simple scalability [cutoff co_thick="2px"][mktoform cta_header="Read the White Paper" cta_button="DOWNLOAD THE WHITE PAPER" ar_status="dynamic" cid_id="7010B000001SLIyQAO"] Nemertes Business Value Analysis Genesys Customer Experience Technology [cutoff co_thick="2px"]Choosing to adopt new customer experience technology is a big decision. To ensure a company’s long-term success, however, selecting the right technology vendor is equally important. Nemertes Research conducted this in-depth, global assessment of the business, technical and financial results experienced by ten customers who chose to adopt some form of Genesys customer experience technology. The culmination of over six months of interviews with business and IT leaders, validation of individual results, and assessment of overall trends, this study delivers: Key insights behind which Genesys solution each company chose and why – as well as the results they’ve seen since migrating. What deployment model companies of various sizes are choosing – from 70 agents all the way up to 11,000 -- and how that decision has impacted things like agent productivity, IT resource requirements and overall business agility. Individual business outcomes based on industry type, company size and varying geographic needs. Common trends observed across the various customer sizes, types, deployment models and industries. [mktoform cta_header="Get the report" cta_button="Download" ar_status="default" cid_id="7010d000001GdGaAAK"] MIT Technology Review Getting to Iconic: How world-leading brands balance talent and technology for CX excellence [cutoff co_thick="2px"]Successfully implementing and managing a comprehensive suite of customer experience technologies is essential for global businesses seeking to sustain high levels of customer experience and brand value. However, knowing how to temper the instinct to throw technology solutions at efficiency problems is what distinguishes global customer experience leaders from the rest. New technologies must be balanced with appropriate investment in human resources. This is the central finding of a global survey of over 550 senior executives conducted by MIT Technology Review to examine the pressures that shape their customer experience processes and the tools and strategies they employ to mitigate those challenges and continuously improve customer engagement. Read the report to get a detailed look at: The strategies that differentiate an Iconic firm from other businesses How strategies vary across regions based on maturity and customer expectations Future innovation management and technology adoption What it takes to stay Iconic using talent and technology [mktoform cta_header="GET THE REPORT" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SGD7QAO"] Migration Planning Kit Take the first step in a successful contact centre migration Leverage the power and benefits of the cloud – sooner [cutoff co_thick="2px"]Maintaining outdated, inflexible, legacy technologies is an increasingly costly decision with diminishing returns. Migrate to a modern contact centre solution to transform your customer experience now and illuminate a clear path for the future. Start your customer experience transformation today. See how others have done it and gain useful tips and tools to help you throughout your migration and beyond. Get the Genesys migration planning kit and take the first step of your transformation. You’ll receive: Insights from companies sharing their successful migration experience CX Migration Checklist: An Essential Guide for Identifying the Right Customer Experience Solution Resources to understand the prescriptive approach to migration [mktoform cta_header="Get the Genesys migration planning kit" cta_button="Download your kit" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001KfiKAAS" url="https://www.genesys.com/en-sg/campaign/call-centre-transformation-kit" ar_url="https://www.genesys.com/campaign/migration-planning-kit"] [this_page_title] Weigh the pros and cons of cloud contact centre providers [cutoff co_thick="2px"]Choosing a new contact centre platform is a big decision that involves more than just a feature-by-feature comparison. Other elements, such as a prescriptive migration programs and post-sale support, are critical to your success — in the near term and down the road. This guide compares four contact centre vendors on: Technical ability to deliver services in a cloud-based environment Viability in the marketplace Ability to deliver a proven, prescriptive migration process [mktoform cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Gd3CAAS"] Tip Sheet [this_page_title] [cutoff co_thick="2px"]Voicebots are fast, accurate and available 24/7. At a minimum, they dramatically reduce costs by offloading common and repetitive questions from agents. Good ones also improve your brand reputation. And, best of all, consumers welcome them. With conversational voicebots, you can: Improve customer satisfaction Eliminate the maze of menu options with traditional IVRs Hand off to agents the contextual insights from previous interactions Create new sales opportunities Contribute to overall business goals Get the tip sheet to learn more.[mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001GYSkAAO"] MIT Technology Review Insights Asia's AI Agenda: The ethics of AI [cutoff co_thick="2px"]Globally, future outlooks for artificial intelligence (AI) swing between two extremes—excited anticipation about the positive impact AI will have on economies and societies, and deepening fear of its potential to disrupt livelihoods and do harm. In Asia, governments and civil society groups are concerned about defining regulatory frameworks to guard against the latter, and all ecosystem experts are grappling with how to steer AI toward the former, more socially advantageous directions. On balance, however, the Asia Pacific business leaders surveyed for this report have great optimism about AI’s positive effect on their businesses, societies, and individual well-being. This report, the fourth in our “Asia’s AI agenda” series, combines an Asia Pacific wide executive survey with expert interviews from industry, government, and academia, and takes the pulse of public and private actors in the AI ethics debate in the region. Here are the key findings of the report: AI will be a major growth driver for Asia Pacific in the coming decade. Biases within AI tools are potentially dangerous for Asia—but biases about AI’s use in Asia could be even more so. Asian governments are building institutional capacity and frameworks to increase AI governance—but have yet to develop regulations. Asia Pacific respondents are engaged in AI ethics discussions and see a constructive role for governments. AI-driven unemployment narratives are counterbalanced by the potential to enhance and augment human work. Download the report to get detailed insights and executive opinions on the ethical challenges of AI and how these are being addressed in Asia Pacific.[mktoform cta_header="Get the Report" cta_button="Download Now" cid_id="7010d000001GbyGAAS"] 10 Minute Demo Video See How PureCloud Makes Customer Relationships Simple [cutoff co_thick="2px"]Customer relationships are complex. But they don’t have to be. You need a simple, future-proof way to connect your business to your customers and your employees to each other. Right now, you’re probably managing a messy stack of channels and tools — but still not getting the insights you need to have seamless conversations. That’s complicated, expensive and frustrating. PureCloud by Genesys makes customer relationships simple. It’s the most advanced all-in-one cloud platform that connects phone, email, chat and social media in one clear picture — so you get the results you’re after. One platform to connect employees, customers, and all your channels and mission-critical tools Happier employees who are empowered to deliver great experiences Stronger customer relationships that fuel your company’s growth For a closer look at PureCloud, check out this 10-minute demo.[mktoform cta_header="Watch the Video" cta_button="View Now" ar_status="dynamic" cid_id="7010d000001Gbc0AAC"] [this_page_title] Genesys tops the leader grid and ranks highest in satisfaction [cutoff co_thick="2px"]In the G2 Crowd Summer 2018 Report for Contact Centre Infrastructure, Genesys establishes a leadership position in all three product solutions with Genesys PureConnect topping the charts in G2Score and satisfaction. This validates Genesys commitment power the world’s best customer engagement solutions for organisations of all sizes—both in the cloud and on-premises. And according to G2 Crowd reviews, customers agree. [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]Easy to implement, Ease of use, Great Dashboard, ability to change without the need for PC support resources.” - Poojan M., G2 Crowd user on Genesys PureCloud[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]We chose this solution for our telephone platform because it offers various advanced solutions. In particular, the multichannel, the distribution of intercations by skills, intelligent call routing and it is an all-in-one solution.” -Mohamed K., G2 Crowd user on Genesys PureConnect Get the report to learn: How contact centre vendors compare based on real-user experiences Satisfaction ratings from reviewers on how the vendor’s satisfy their needs Product profiles with reviews and industry served to evaluate key criteria to guide your decision-making process [mktoform form_type="contact" cta_header="Get the report" cta_button="Get the report" ar_status="dynamic" cid_id="7010d000000mYktAAE"] Genesys named a leader in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution, 2017-18 Selecting the right multichannel cloud contact centre has never been more clear [cutoff co_thick="2px"] With all the options in the rapidly changing marketplace for cloud-based contact centres, it’s a challenge to find the right solution for your business. Easily compare the leading contact centre solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: Compare cloud contact centre solutions based on the strength of their technology platforms Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics Understand each vendor’s market impact and why Genesys was chosen as a leader .ovum-grid { width: 100%; text-align: center; margin: 2em 0; } .ovum-grid img { width: 79%; } [mktoform form_type="contact" cta_header="Get the Ovum Decision Matrix" ar_status="dynamic" cid_id="7010B000001SMLtQAO"] EBOOK Ten Considerations for Moving Your Contact Centre to the Cloud Migrate Your Contact Centre to the Cloud with Confidence [cutoff co_thick="2px"]The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.[mktoform form_type="contact" cta_header="GET THE EBOOK TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YEypQAG"] [this_page_title] [cutoff co_thick="2px"]When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results. Genesys Altocloud uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalise journeys and use feedback to continuously tune your analytics to achieve desired business outcomes. Download the white paper and learn how to make better use of your analytics: Automate responses that optimise the journey identify and engage with customers before they contact you Use predictive analytics and machine learning to drive outcomes [mktoform form_type="contact" cta_header="CHECK IT OUT" cta_button="CHECK IT OUT" ar_status="dynamic" cid_id="7010B000001SXT5QAO"] Forrester Research Five Methods for Measuring Call Deflection From Experiences That Begin With Digital [cutoff co_thick="2px"]Reining in contact centre costs is a balancing act between meeting budget goals and exceeding customer expectations. Many companies bet on lower-cost digital channels to help achieve those goals. But, even with digital, contact centres still process a lot of calls. Prove the ROI of your digital service channel investments. In Five Methods for Measuring Call Deflection From Experiences That Begin With Digital, Forrester Research found that understanding the customer journey is the starting point for mapping digital-first escalations to the phone channel. In this study, you’ll learn about: Mapping phone numbers to specific digital touchpoints; Bridging the web and calls initiated by a mobile app; Analyzing leakage patterns across channels. [mktoform form_type="contact" cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SYwNQAW"] [this_page_title] Overcome fragmented customer journeys with data-driven journey mapping [cutoff co_thick="2px"]As the number of communication channels continues to grow, customer journeys become increasingly fragmented and difficult to understand. Companies achieving customer experience success are those that take an iterative, disciplined approach to assessing and optimising their customer journeys. This begins with customer journey mapping. Read this executive brief to learn: Why it’s important to move beyond random interactions to data-driven customer journeys Which customer journeys matter most How to integrate contact centre systems, processes and channels seamlessly to support successful customer journeys [mktoform form_type="contact" cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SaxNQAS"] [this_page_title] [cutoff co_thick="2px"]Small and mid-sized businesses have a unique positioning that can give them a leg up on big business competitors—they’re adaptable and more able to grow and change with technology. As new innovations continue to alter the face of modern business, the agile nature of small and mid-sized companies will empower them to leverage the newest tools faster than their large counterparts are able. Keeping them at the forefront and ensuring success today and into the future. Download this tip sheet to learn six ways technology: Sets small and mid-sized businesses apart in the marketplace. Boosts strengths and flips the script on perceived weaknesses. Embraces change and uses it to your advantage. [mktoform form_type="contact" cta_header="Get the Tip Sheet" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SZ1UQAW"] [this_page_title] [cutoff co_thick="2px"]Contact centres often pool agents into large groups of generalists to distribute work evenly. Skills-based routing takes this a step further with specialized groups. But neither approach scales properly to identify all opportunities and drive business outcomes on each interaction. Predictive routing uses artificial intelligence (AI) and machine learning to create balance—meeting targets and giving customers a personalised experience. Read Demystifying AI: Creating an AI partnership that maximises business results to learn how predictive routing systematically: Evaluates historical and real-time data to make predictions; Makes the best customer-agent match to drive desired outcomes; Keeps agents engaged and reduces handle times. [mktoform form_type="contact" cta_header="Download the white paper" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SZuRQAW"] MIT Technology Review Humans + Bots: Tension and Opportunity How global brands build blend human skills and AI to build customer intimacy and drive growth [cutoff co_thick="2px"]Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes. Get this report to access complete results of the global research. Key insights include: Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact center performance In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year Europe leads in using AI to increase brand awareness and build stronger customer experience talent More than one-third of respondents in Asia Pacific can link the increased use of AI to revenue growth of more than 10% [mktoform form_type="contact" cta_header="Get the MIT Report" cta_button="CHECK IT OUT" ar_status="dynamic" cid_id="7010d000000maXQAAY"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries [cutoff co_thick="2px"]Embracing innovative and disruptive customer experience (CX) strategies can be challenging for global banking, financial services, and insurance (BFSI) firms. In today's world, the relationship between CX and digital transformation, are changing the way business is conducted. BFSI firms need to stay focused on customer centricity to improve and streamline capabilities to remain competitive in a digital world. In this survey*, 130 respondents from the BFSI industry in Asia Pacific, shared their view on customer experience technology, marketing and continued service improvement to meet demanding customer expectations. In this study, learn more about: Customer engagement technology investment as a priority Inhibitors of customer experience success Partner engagement to expand customer engagement capabilities *Drive Marketing And CX Convergence With Modern Technology: A Focus On The BFSI Industries, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform form_type="contact" cta_header="Get the industry spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mY1UAAU"] Forrester Study: [this_page_title] [cutoff co_thick="2px"]A customer centric-culture is key to the success of any organization. With customers constantly evolving in an ever-changing world of technological advancements and the proliferation of digital channels, it's more important than ever to focus on what customers value, and how, when and why they interact with them. Eighty-one percent of companies see customer experience as a high or critical priority in their business. More and more organizations are looking at customer experience transformation to enable them to provide seamless digital-physical experiences. This study highlights the key findings of an online survey of 549 senior decision makers across marketing, customer service, and customer experience teams across nine countries/regions in Asia Pacific. Read the commissioned study conducted by Forrester Consulting to learn more about: Customer experience as a strategic priority The convergence between customer experience and marketing Renovation of ecosystems to provide great customer experiences Barriers to customer experience improvements Achieving customer experience goals through the use of technology [mktoform form_type="contact" cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001G8JsAAK"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry [cutoff co_thick="2px"] The retail and eCommerce industry are focusing on understanding the shopper’s journey and path to purchase to deliver a seamless customer experience across all channels and touchpoints. Those who succeed in this space, not only achieve business goals and success, but are considered leaders in the field. This study* highlights the importance of customer experience transformation in the retail industry, in order to retain and gain market share across all touchpoints. Read this study to further understand: Aligning brand with customer experience Challenges of today’s industry and how to overcome them Making customer centric technology sourcing decisions *Drive Marketing And CX Convergence With Modern Technology: A Focus On The Retail Industry, a July 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform form_type="contact" cta_header="Get the retail spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mY1KAAU"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries [cutoff co_thick="2px"]Only a few healthcare organizations know how to truly leverage technology and patient insights to drive rich experiences that increase engagement and customer loyalty, leaving others to adopt technology as a means to conduct business. In this study*, 104 respondents from the Healthcare and Pharmaceuticals industry in Asia Pacific were surveyed. Results showed how Healthcare organizations that have adopted customer experience management technology, can impact the patient experience at every touchpoint in the organization. Furthermore, customer experience driven healthcare organizations show complete alignment between experience, brand and marketing. In this study, you will also find: The importance of a clear customer experience strategy Taking customer service to the next level Prioritizing customer engagement technology investment *Drive Marketing And CX Convergence With Modern Technology: A Focus On The Healthcare Industry, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform form_type="contact" cta_header="Get the industry spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mY1PAAU"] [this_page_title] [cutoff co_thick="2px"]When KPIs define your success, you want to maximize every opportunity to drive business outcomes and exceed performance expectations. Artificial intelligence (AI) and machine learning enable you to predict outcomes and engage the right customer with the right resources, in real time. Predictive routing gives you the visibility and control to continuously improve your customer experience, productivity and people. Gain a more strategic view of your business to analyze trends and agent performance, and then retrain models with new data and validate the results. Read “Predictive routing in action” to gain greater insights into how predictive routing can help you achieve your business outcomes. Use AI to engage customers and predict the best resource to the best business outcome. Report on results, perform short-term trending and update the predictive model for retraining. Review data and model performance, use findings and optimize your strategy, and evaluate how well your resources drive desired business outcomes. [mktoform form_type="contact" cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001G9XfAAK"] Frost Industry Quotient (IQ): Australian Cloud Contact Centre Market 2018 Genesys named the only Champion in Australia in Frost & Sullivan’s Cloud Contact Centre IQ Matrix [cutoff co_thick="2px"]The Frost Industry Quotient (IQ) Matrix evaluates the 8 major vendors in the Australian cloud contact centre market, using the following key criteria: Revenue market share Product/service strategy People and skills strategy Ecosystem strategy Business strategy. Genesys is the only vendor to occupy the Champions’ Quadrant, demonstrating good growth in 2017 and a solid future strategy by pursuing growth through acquisitions to expand our range of cloud contact centre offerings. The report also notes our in-depth partner program, vast breadth of capabilities and impressive track record of new customer wins in the ANZ cloud contact centre market throughout 2017 as further evidence of our position as Australia’s only Champion vendor.[mktoform form_type="contact" cta_header="Get the 2018 Frost IQ Report" cta_button="Read Now" cid_id="7010d000001Ga6rAAC"] [this_page_title] [cutoff co_thick="2px"]Don’t let your communications system hold you back. PBX systems once provided top-of-the-line business communications, but they weren’t designed to accommodate business growth and change. And cloud-based platforms have altered the landscape of business communications. Your PBX isn’t just an inconvenience, it could hurt your business. This eBook covers common problems associated with PBX systems as well as their impact on your business. Learn to identify signs of trouble in your business communications as well as key features to look for in a new system. Don't let a fear of the unknown hold you back. Download the eBook and learn: Key warning signs to look for in your PBX The impact of maintaining an outdated system How modern communication tools can benefit your business [mktoform form_type="contact" cta_header="Download the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SaJMQA0"] TIP SHEET Building the Business Case for an Omnichannel Contact Center [cutoff co_thick="2px"]While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact center solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: 50% reduction in processing of duplicate messages across channels Over 20% increase in First Contact Resolution 15% increase in CSAT [mktoform form_type="contact" cta_header="Get the Tip Sheet" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000000VoydIAC"] [this_page_title] In the 2019 G2 Crowd Spring Report for Contact Center Infrastructure, the Genesys PureCloud®, PureEngageTM, and PureConnectTM platforms were recognized by G2 Crowd reviewers for delivering exceptional infrastructure for call centers of all sizes. [cutoff co_thick="2px"][mktoform form_type="contact" cta_header="Get the report" cta_button="Get the report" form_branding="gray-theme" form_p_target="custom" url_target="yes" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GXxDAAW" url="https://www.g2.com/gated_content/tokens/7a034022-4c3d-4ca4-9d32-4d51ae80c708" ar_url="https://www.g2.com/gated_content/tokens/7a034022-4c3d-4ca4-9d32-4d51ae80c708"] According to G2 Crowd reviews, your peers agree. [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]PureConnect provides companies with the tools needed to run their Contact Center effortlessly. The customization capabilities, redundancy and dedicated development team at Genesys really come together to deliver a robust platform capable of scaling with your business, whether you’re going from small-to mid-grade or even into enterprise - Jerrod M. (PureConnect)[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]Genesys PureEngage application and products is very much like a swiss army knife; it can do just about anything you want it to when it comes to contact center solutions. GMS products, in particular, allow for practically any possible integration one can dream up. - Eugene T. (PureEngage)[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]PureCloud is a cloud-based phone system that gives us powerful tools to handle communication and collaboration. It also has great integration with Salesforce and allows us great visibility into the interactions we have with our clients. In addition, PureCloud has some highly advanced features that we look forward to taking advantage of in the future. - Brian B. (PureCloud) The results are in. G2 Crowd examined different software solutions for contact centers of all sizes and from all angles—reviews, overall product satisfaction and market presence. Download the report for the full details on: How contact center vendors compare based on real-user experiences Key criteria to guide your decision-making process How vendors are meeting their customers' call center needs EBOOK Three ways chatbots improve customer experience The beauty of bots and conversational AI: Better customer experience for less cost Bots were initially integrated into the call centre to offer self-service options, handle simple tasks and provide 24/7 availability for customers. Now, companies are increasingly putting bots to work to assist agents who struggle to keep up with call volume, personalise interactions and guide customer journeys and, ultimately, improve the customer experience. Download the ebook to learn how chatbots: Improve first-contact resolution by context matching Assist agents by taking over repetitive tasks Improve the customer experiences through always-on, immediate response options Download the eBook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000001GYPbAAO"] [this_page_title] [cutoff co_thick="2px"]Better managing the end-to-end customer journey is critical to your success in a world where customers compare your service to that of Google and Amazon—no matter what size your business is. In this ebook, you’ll discover three proven strategies for connecting disparate customer interactions into a seamless, personalised customer journey. See how taking a holistic approach ensures a better customer experience—every time—and delivers business results, including: Increased customer satisfaction scores Reduced cost to service New revenue [mktoform form_type="contact" cta_header="Download the ebook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Kg7UAAS"] The essential migration checklist for identifying the right customer experience solution Key considerations for navigating a successful migration journey [cutoff co_thick="2px"] Contact center technology plays a major role in the success of your customer experiences and business operations. Having the optimal solutions, infrastructure and provider in place are fundamental to meeting current and future goals and expectations. If you’re struggling with outdated contact center systems that limit channels and customer information, the best path forward is to migrate to a solution that lets you overcome those technology limitations. And the first step is to download this comprehensive checklist to evaluate key solutions and vendor considerations. You’ll learn how to: Identify business goals and outcomes that are most important for your organization Evaluate deployment options based on necessary flexibility and capabilities Understand your technology needs and priorities Assess vendor viability [mktoform form_type="contact" cta_header="Get the checklist" ar_status="dynamic" cid_id="7010d000001KgTzAAK"] [this_page_title] [cutoff co_thick="2px"]Your move to a new call centre shouldn’t be intimidating. This ebook covers the basic steps for a successful migration. Avoid pitfalls, slow deployment, operational downtime and the hassles of migration. With proper planning and the key team members to assist in the transition, it can be easier than you think. Make your call centre technology move confidently. Ensure you have the right stakeholders and subject matter experts on the internal project team Determine if your company’s network are compatible with your move Work together to provide a clear path forward for implementation Set expectations and get ready for go-live [mktoform form_type="contact" ar_status="dynamic" cid_id="7010d000000mfYmAAI"] [this_page_title] [cutoff co_thick="2px"] Having a single vendor for contact center infrastructure and workforce engagement management eliminates the business challenges and technical obstacles of managing multiple vendors. You also gain the advantage of an integrated solution that positively affects your customer experience, employee engagement and business results. Read this eBook to learn the key benefits of choosing a technology provider that delivers the optimal integrated solution, including: Having a single version of truth through consolidated data, reports and infrastructure Gaining ongoing access to the most advanced innovations in customer experience and workforce engagement Driving employee effectiveness that’s shared between your routing platform and workforce engagement suite Using artificial intelligence to automate routine tasks to free up agents to engage with customers on more challenging issues How a large insurer saw a 50% reduction in system costs and a 73% increase in Net Promoter Score [mktoform form_type="contact" cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfJPAA0"] [this_page_title] A success stories eBook [cutoff co_thick="2px"]Implementing artificial intelligence (AI) is one of the most important things you can do to gain a competitive edge today—and over the long-term. Make a bigger impact with Genesys blended AI. The ability to automate your information, processes, insights and trends—and add the power of your human team—is built into every area of our portfolio. Read this eBook to discover our unique AI capabilities and see how customers are: Reducing cart abandonment by 30% Enriching customer experience Achieving critical KPIs [mktoform cta_header="Get the eBook" cta_button="Download now" form_p_target="custom" form_type="contact" ar_status="dynamic" cid_id="7010d000000iYi4AAE" url="https://content.genesys.com/genesys-blended-ai/ai-customer-success"] Executive Brief: [this_page_title] Work smarter, not harder with artificial intelligence and machine learning [cutoff co_thick="2px"]Successfully managing a contact centre requires a collaborative, multidisciplinary approach to handle a broad range of operational and tactical tasks. Planning, day-to-day operations and quality management must be seamlessly orchestrated, along with human resources functions like recruitment, learning and development, and employee scheduling. Read this executive brief to learn how to transition to an AI strategy that can take your team – and business results – to the next level. See how you can: Create an AI strategy with a single data model that includes routing, interaction analytics, forecasting/scheduling and predictive engagement Harness the power of your data to align customers with the best resource Drive employee effectiveness by ensuring you hire the right people and manage their performance to drive their success over the long term [mktoform form_type="contact" cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfDlAAK"] EBOOK Genesys prescriptive migration: The art of simplified migration with proven ROI Contact centre technology should empower you to know your customers and intelligently respond to them when and how they prefer. It should enable IT teams to deliver what your business needs with value that exceeds its cost. And it should prepare you for the convergence of artificial intelligence (AI), digital and cloud. If yours doesn’t, it might be time for a change. So don’t let uncertainty detour you from reaching the ideal destination. We’ve got the roadmap that will get you there on budget and at your own pace. Start by envisioning what exceeding your business and customer expectations looks like, and we’ll work with you to: Define your personalised path Migrate with confidence Achieve your desired business outcomes We see every migration as a business partnership, and we’re not successful until you are. Read the ebook to learn how! Download the ebook [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000000mg6KAAQ"] Future-proof your customer experience and mitigate the risks of outdated contact center technology Overcome the challenges of legacy contact center investments with market-leading customer experience solutions [cutoff co_thick="2px"] Success is defined by the quality of your customer relationships. Outdated infrastructure hinders your ability to deliver consistent service across all channels and touchpoints. With rising customer and business demands, you might not have time to wait and see what long-term options a vendor will offer, and when. Proven, market-leading customer experience solutions let you optimize customer engagement across existing channels. And with a partner who’s focused on both innovation and your success, you can future-proof your business as it evolves. Read this executive brief to learn how to incorporate an open, stable and proven customer experience platform—and provider. Discover the advantages of a proven prescriptive migration methodology that will guide your successful customer experience transformation, including: Establishing a solid foundation for customer engagement channels and touchpoints as they emerge Extending omnichannel engagement across departments and processes outside of the contact center Training your staff on a future-based platform that supports next-generation solutions and drives customer experience success Incorporating the flexibility of a cloud-based solution to gain the business agility to keep up with changing business needs and customer demands. Leveraging proven use cases that streamline migration and accelerate your time-to-value. [mktoform form_type="contact" cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001SJoFQAW"] Tip Sheet: Five things to consider for developing voicebots and chatbots — fast and effectively [cutoff co_thick="2px"]How you build and deploy bots makes a difference in their effectiveness and in your time to value. After just a little planning, you can quickly — and easily — build your own bot. In this tip sheet, you’ll see how to: Define your business objectives. Target your most critical use cases first. Use pre-built configurable microapps to accelerate development. Harness the power of natural language processing to better answer customer questions. Move your bot prototype into production. [mktoform form_type="contact" cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KhFpAAK"] [this_page_title] [cutoff co_thick="2px"]Your call centre tech stack is a mess, and it's hard to figure out where you even start to unravel it all. This ebook covers the basics of consolidating technology, where to begin and what to consider as you develop your plan to streamline your infrastructure and tech. There are many things to consider including: Infrastructure, both aging and new Existing tech and limitations IT support Users, training and business needs This ebook provides an overview to get your wheels turning in preparation for a move to better technology. Read it now if your future holds new call centre tech.[mktoform form_type="contact" ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] Building a competitive advantage through customer experience Five real-world business transformations [cutoff co_thick="2px"]Today’s customers want fast, hassle-free, personalized interactions across channels. Global brands like PayPal, Heineken and Vodafone have embraced technology to deliver truly connected, omnichannel customer experiences. By migrating to a best-in-class customer experience platform, they’ve been able to: Meet critical business timelines with a cloud-based transition Address industry-specific regulatory requirements Reduce maintenance and operational costs Optimize employees Accelerate time-to-value and ROI Improve Net Promoter Score, customer satisfaction, call resolution Learn the four steps to plan and execute a successful, seamless migration and customer experience transformation. [mktoform form_type="contact" cta_header="Get the ebook" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] Tip Sheet: [this_page_title] [cutoff co_thick="2px"] When building and deploying a chatbot on your website, upfront planning is the key to success. Before you build a bot of your own, check out this tip sheet to see what lessons Genesys developers behind Kate—the customer experience artificial intelligence (AI)—learned about planning, building and deploying a chatbot. Learn how you can determine: What the bot should do What experience will the bot provide What information you have and what more you need [mktoform form_type="contact" cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfhvAAC"] Tip Sheet: [this_page_title] [cutoff co_thick="2px"]Your customers want fast access to the channels of their choice and a personalised experience that’s easy to navigate. And your employees want rewarding jobs with fewer mundane tasks. The use of bots, automation and machine learning make all this possible. The key is to focus on the best return on your investment for artificial intelligence (AI). This tip sheet shows how AI enables you to work smarter, including ways to: Connect all customer touchpoints and share context across channels with an omnichannel foundation Give customers a seamless experience by blending self-service with assisted-service Use virtual assistants to predict ways for employees to better serve customers, including product up-sell [mktoform form_type="contact" cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000iYfFAAU"] EBook Your path your way: Three options for transforming your legacy contact centre Minimize risk and disruption with Genesys [cutoff co_thick="2px"]With a proven customer experience platform and provider, you can overcome the limitations of legacy contact centre technology and meet the needs of your customers –today and tomorrow. And, you’ll avoid the risk and uncertainty of maintaining an outdated contact centre, from challenges that affect service quality to time-consuming and costly upgrades. It’s time to move forward. Read this ebook to learn: Steps to mitigate risk by minimizing your reliance on aging technology Proven and successful deployment options and migration strategies How to migrate at your own pace Benefits of adding the Genesys customer experience platform and solutions to your existing contact centre environment [mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GYHDAA4"] MIT Technology Review Insights Asia’s AI agenda: AI and Human Capital [cutoff co_thick="2px"]The impact of AI on work, jobs, and people is one of the most controversial aspects of today’s technological wave that will undoubtedly transform companies, industries, and societies in the years ahead. In this report, the third in our “Asia’s AI agenda” series, we explore the degree to which executives in Asia Pacific are expecting and preparing for the automation of job roles. We also look at how staff working in companies across the region are responding to the increasing need to work “shoulder to software.” The report also explores a new data set which shows, by country and industry, the proportion of formal sector jobs that will become redundant through automation. It also shows the proportion that will be supported and augmented by AI, making those jobs more productive and highly skilled. The key findings of this third paper are: AI will be a major growth driver for Asia Pacific in the coming decade. The large majority of companies are expecting headcount to increase. Yet AI will affect one in every five jobs in Asia—eliminating one in eight. AI will produce winners and losers. Talent and technology agendas must align to sustain long-term growth. Download this paper to get more details of these key findings. [mktoform cid_id="7010d000001GZcIAAW"] Research Report The Shift to Predictive Engagement [cutoff co_thick="2px"]In a world where companies want to be able to personalise experiences at scale and across a plethora of channels, traditional reactive approaches are too limiting. Predictive engagement enables organisations to act when an action is required, not react after the moment has passed. This report by the Which-50 Digital Intelligence Unit draws on qualitative research with senior marketing, commercial and digital leaders across a range of sectors in Australia who have shifted or started the shift to predictive engagement. The report uncovers: Drivers behind the move to predictive engagement Business impact and benefits received Pitfalls and challenges faced along the way [mktoform cta_header="Download the Report" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000001GYaoAAG"] Infographic_IT_5 ways technology is shaping the future of the retail contact center-v3 [this_page_title] [cutoff co_thick="2px"]Retail contact centre: cost centre or profit centre? Increasingly, retailers are treating their contact centres as sources of growth. Today’s customers—and not just the millennial generation—regard talking to a human as a last resort. They want to self-serve with a mobile app. Reply in natural language to a chatbot. Switch devices multiple times in the same interaction path, and expect you to keep up without forgetting who they are. They’re relaxed about your custodianship of their personal data—as long as you treat it with respect, and use it for the right purpose. Which is to help them get things done easier. In this ebook, you’ll get five key trends of the contact centre as it moves from necessary expense to driver of revenue.[mktoform ar_status="dynamic" cid_id="7010d000000mWJEAA2"] [this_page_title] [cutoff co_thick="2px"]With changes as big as those affecting today’s retail contact centre, it’s no surprise the biggest question from managers across departments is: where do I start? This six-point checklist from Genesys provides some clues.[mktoform cta_header="Download the checklist" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWJdAAM"] [this_page_title] [cutoff co_thick="2px"]Silent downtowns. Empty shopping malls. Tumbleweed-tossed main streets and side streets all across America. Of course, that’s not the reality of retailing—yet. But like any other sector, retail is evolving. And to serve the new breed of customer entering the market, the retail contact centre has to adapt. The retail sector is changing. And with it, the retail contact centre. Let’s discuss the reasons customer motivations are driving them away from traditional retailers—and how retailers with an eye on the future can turn it to their advantage.[mktoform ar_status="dynamic" cid_id="7010d000000mWJJAA2"] Three reasons you need to build an ecosystem for customer service, not a fragile "frankenstack" [cutoff co_thick="2px"]Years ago, retail organizations gathered customer lists. That list became a database, which linked to early call centre software. Then it grew with the sales funnel: suspects, prospects, lapses and repeats got labelled, glued on, stitched together. As customer segments fragmented and media channels broadened, other applications—customer relationship management (CRM) packages, custom customer service agents (CSA) forms, interactive voice response (IVR) management dashboards—got layered on top. Vertical integration of contact centre technologies leads to brittleness. Explore three reasons the contact centre IT professional should think in terms of a customer ecosystem, not application stack.[mktoform ar_status="dynamic" cid_id="7010d000000mWJ9AAM"] MIT Technology Review Insights Asia's AI agenda: AI for Business [cutoff co_thick="2px"] To comprehensively examine the development of AI in Asia Pacific, MIT Technology Review Insights has designed Asia’s AI agenda, a research program looking at four distinct angles: Asia’s AI ecosystem, the leading use cases and business applications across the region, the evolving talent landscape, and the emerging discussions around AI and ethics. To produce this series, MIT Technology Review Insights conducted a survey of almost 900 executives across 13 markets, and over two dozen interviews with leading authorities from academia and industry. Asia’s AI agenda: AI for business is the second paper of this series and it zooms into how businesses in the Asia Pacific region are assessing the value of AI, creating strategies for deploying it within their organisations, evaluating the emerging use cases, and overcoming the challenges they are facing along the way. The key findings of this second paper are: Asia is past the halfway mark Adopting on a case-by-case basis Improving the customer experience is imperative Machine learning is the most common AI tool Constraints include talent, a lack of data, and high costs Download this paper to get more details of these key findings as well as insight into how to approach your AI strategy. [mktoform cta_header="Get the Report" cta_button="Download now" ar_status="default" cid_id="7010d000001KffBAAS"] MIT Technology Review Insights Asia's AI Agenda: The Ecosystem [cutoff co_thick="2px"] To comprehensively examine the development of AI in Asia Pacific, MIT Technology Review Insights has designed Asia’s AI agenda, a research program looking at four distinct angles: Asia’s AI ecosystem, the leading use cases and business applications across the region, the evolving talent landscape, and the emerging discussions around AI and ethics. To produce this series, MIT Technology Review Insights conducted a survey of almost 900 executives across 13 countries, and over two dozen interviews with leading authorities from academia and industry. Asia’s AI agenda: The ecosystem is the first paper of this series and it zooms into the ambitious plans of Asian governments for leadership in the AI era, and the success they are having in building fertile ecosystems that will attract much-needed AI talent and capital, as well as allowing companies to apply AI quickly and effectively across their organisations. The key findings of this first paper are: With much to gain, most countries have a national plan for accelerating AI adoption. Asia has credible potential for becoming a front runner in the AI era. China is rapidly applying AI, but basic research lags. Building digital economies and digital societies is a key to competitiveness. The big issues include securing foundational assets and managing AI’s evolution. Download the report to get deeper insights into the current position of countries across the Asia Pacific region in building an ecosystem to lead in artificial intelligence. [mktoform cta_header="Get the Report" cta_button="Download Now" cid_id="7010d000001KffGAAS"] White Paper [this_page_title] How Small and Medium Businesses (SMBs) can improve customer engagement with lower risk and greater rewards [cutoff co_thick="2px"]Customer experience is a top priority for organisations, big or small, to stand out in a competitive business environment. Commissioned by Genesys, Frost & Sullivan conducted surveys with over 400 business and IT decision makers in 13 countries across the Asia-Pacific. This Customer Service Trends report reveals critical gaps between customer service strategy and actual competencies that could hinder efforts to create seamless real-time engagements with today’s always-connected customers. The findings highlight demand for holistic customer engagement strategies that take into account technology investment priorities and challenges SMBs face in deploying new capabilities and integrating with legacy on-premises systems. Key findings include: 65% of midmarket enterprises agree that customer service impacts business performance 86% of midmarket businesses have little to no integration between channels to capture and manage customer data 87% of SMBs are considering the cloud 70% expect technologies such as AI, proactive outbound solutions, and messaging apps to be critical investment areas in the next 2 years. Download the report now to gain further insights to help guide your business in better engaging with customers to achieve sustainable growth.[mktoform cta_header="Read the white paper" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000me3W"] White Paper [this_page_title] [cutoff co_thick="2px"]Artificial Intelligence (AI) is expected to contribute US$15.7 trillion to the global economy. Improving customer experience through digital efforts has been a key mandate for many organisations in recent years, and this is even more critical in the banking and financial institutions (BFSI) sector. Asia Pacific banks and financial institutions have begun rolling out Artificial Intelligence technology at a fast pace, particularly in customer-facing applications such as chatbots. Read this article to find out more about: Industry insights on the current state of AI in the BFSI sector Key benefits of implementing AI in your organisation Where you can be deploying AI technologies Common pitfalls and challenges faced and how to resolve them [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" landing_id="66976" cid_id="7010d000000mbNgAAI"] Article [this_page_title] [cutoff co_thick="2px"]By 2020, customer experience is expected to become the key brand differentiator ahead of product and price, predicts research firm Frost & Sullivan. With the rise of millennials, who are hyperconnected, tech-savvy, fast-moving, with short attention spans, and known to value experiences, banks and financial services (BFSI) organisations are now emphasising on the need to serve them more efficiently. For organisations engaging with millennials, or Gen-Zers, there is a growing trend to make a push into digital technology such as mobile apps, AI-based virtual assistance, chatbots and self-service branches. Read this article to: Understand the potential of engaging with the new consumer population 5 key strategies on how organisations should be engaging millennials and planning for the new consumer Industry insights into what BFSI organisations are doing now across Asia Pacific [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" landing_id="66978" cid_id="7010d000000mZhwAAE"] Article [this_page_title] [cutoff co_thick="2px"]Customer experience continues to be the ‘holy grail’ for many banks and financial services (BFSI) organisations today. While executives are focusing their efforts in delivering a ‘brand promise’, organisations are missing out on the potential key in making sure that customer experience levels stay competitive – employee experience and engagement. Read this whitepaper to help your employee engagement strategy by: Understanding the basics of engaging your employee and making them your best advocates Realising the demands of the digital consumer and how employee engagement will help you meet them Integrating Artificial Intelligence (AI) into your employee engagement and customer service strategy Industry insights on what BFSI organisations are currently doing to support employee engagement [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" landing_id="66972" cid_id="7010d000000mZhhAAE"]
h1|Keep up to date with the latest advances in contact centre and customer experience
h2|Featured resources
h3|Deliver mission-critical CX with Cloud & AI
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore Practical guide to creating a contact centre RFP 2021 Contact Centre Buyers Guide Genesys named a leader in the Winter 2021 G2 Grid® Report for Contact Centre Operations Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Three ways bots improve customer experience Making data AI-ready Navigating Customer Service Transformation in 2020 and Beyond for the Financial Services Industry Practical guide to creating a contact centre RFP Market Trends: Contact Centre Innovations Promise Better Customer Experience IDC Infographic Unlocking the transformative power of AI for contact centres with Google Cloud and Genesys Customer Service Best Practices eBook 7 ways to deliver leading digital customer service 12 reasons to upgrade your CX software 2021 Contact Centre Buyers Guide Hybrid cloud combines the power of on-premises with cloud Predicts 2021: CRM Customer Service and Support The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence Nine technology trends affecting mid-sized contact centres Cloud technology to support any new normal Genesys named a leader in the Winter 2021 G2 Grid® Report for Contact Centre Operations Customer Service Transformation Lessons from 2020 for the Financial Services Industry Genesys named a leader in the Fall 2020 G2 Grid® Report for Contact Centre Operations Genesys scored in 2020 CCaaS Critical Capabilities Planning, managing and empowering your digital workforce COVID-19 impact on Australian and New Zealand organisations Asia-Pacific Customer Experience Transformation Readiness Index 2021 6 reasons why Genesys Cloud is the platform for you Your ultimate chat solution checklist Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide The Asia-Pacific Customer Experience Transformation Readiness Index 2021 Genesys named a leader in the Spring 2020 G2 Grid® report for contact centre operations Improve your CX with 7 AI-powered capabilities Three employee experience benefits of AI technology Connecting third-party systems to customer experience Ten ways AI improves customer experience The best brands in Asia Pacific innovate with Genesys Genesys named a leader in the summer 2020 G2 Grid® Report for Contact Centre Operations A practical guide to contact centre change management Banking on a holistic customer experience Take a new perspective on employee experience Five stories of AI in customer experience: An Asia-Pacific perspective Journey mapping and the role of predictive engagement Interaction Speech Recognition WEM Checklist: Get the most out of your workforce ContactBabel Report: The Inner Circle Guide to Omnichannel Workforce Optimisation How Conversational AI Improves Customer Service The Forrester Wave: Contact Centre as a Service CCaaS Providers Q3 2020 Omdia names Genesys a leader in the cloud contact center market for 2020-2021 Contact centre AI success kit Genesys Digital Five Customer Experience Priorities for Digital Economy Companies CX Priorities for e-Conomy in Asia-Pacific A proven approach for your on-premises call centre migration Five Growth Imperatives for the BPO Industry CCW Market Study: State Of Contact Centre Technology CCW: How To Choose a WFM Provider Genesys and Google Cloud: Bringing contact centre AI to life Four Reasons to Consider Genesys Interaction Recording Genesys Customer Experience Analytics BPOs in Asia-Pacific: Reinventing growth CX Mandate Checklist: in a time of crisis CX Mandate: in a time of crisis Fast, easy lending to millions of unbanked customers: The FE CREDIT story CX Priorities for Insurance 4.0 in Asia Pacific Validated Integration with Oracle® Siebel CRM The Microsoft and Genesys Alliance Gplus Adapter for SAP CRM Genesys Web Engagement Genesys Co-Browse The AI-powered contact centre The Inner Circle Guide to Contact Centre Remote Working Solutions CX Priorities for Insurance 4.0 in Asia Pacific Smarter contact centre routing and agent management checklist ICMI Trend Report Use Tech-Driven Innovation for Big Gains in Government CX The global AI agenda – Promise, reality and the role of AI and data sharing Gplus Adapter Salesforce Future of CX and Technology Adoption in Leading Companies Iconic Companies Personalise Customer Experiences Using Data Insight into the CX Strategies of World-Leading Companies IVR: Delivering Personalised Customer Experience The Evolving Engagement Cycle Customer Engagement and Operational Strategies Tips for Evaluating and Choosing the Right Contact Centre Solution in the Cloud 7 Steps to Omnichannel Self-Service: Make it Personal Contact Centre Economics and the Cloud: Move to the Cloud with Confidence Turn your omnichannel vision into customer experience success Seven best practices for building customer loyalty 2020 Gartner Magic Quadrant for Workforce Engagement Management Building the Business Case for Contact Centre Modernisation IDC Unlocking the Transformative Power of AI for Contact Centres with Google Cloud and Genesys Workforce Engagement Management: How to Engage Your Team for the Best Customer Experience The Three Customer Service Megatrends In 2020: Fuse AI And Agents To Drive Better Experiences Digital transformation in action: Best practices in the contact centre – Frost & Sullivan Report WEM: How to Engage Your Team for the Best Customer Experience Eight ways to stop irritating your customers Frost & Sullivan White Paper: Update Your Contact Centre Today or Risk Losing Business Tomorrow Architecture spotlight: Three considerations when choosing cloud for your contact centre Spend Money. Make Money. Four businesses that found customer experience success. Twelve signs you’re ready to upgrade to a cloud contact centre Rethink Queue-Based Routing In a Digital-First World The power of possibilities: Buy, extend, and build on a true cloud platform Solve your call centre’s seasonal capacity problem Results from real-world customer experience transformations Customers rank Genesys a leader in the Fall 2019 G2 Grid® Report for Contact Centre Infrastructure Software AI-powered automation: Essential tips for using voicebots and chatbots 2019 Gartner Magic Quadrant for Contact Centre as a Service, North America CX Hero – MyBudget underscores personal touches in financial planning Follow the path to customer experience transformation Seven secrets to a successful contact centre migration Blended AI for Customer Experience Genesys Inbound Voice Building the business case to replace your call centre ACD Engage With Customers in an Ultra-Connected Era Genesys Chat 5 Critical Requirements for Customer Experience in an Ultra-Connected Era Social Media for Customer Service Genesys Social Engagement Genesys Text Messaging Defining and Using Asynchronous Messaging Empower Your Contact Centre Agents with an Omnichannel Desktop Genesys Email Innovations Guide Summer 2019: PureConnect Innovations Guide Summer 2019: PureCloud Innovations Guide Summer 2019: PureEngage Improve customer satisfaction with bots offer overview Workforce Engagement offer overview Illuminate your path to success Genesys Cloud security The essential checklist for Genesys on-premises customers moving to the cloud Move your contact centre to the cloud with confidence Introducing Genesys Cloud The Essential Guide to Contact Centre Modernisation Human Factors in Business Process Automation The Contact Centre Manager’s Survival Guide to Omnichannel Customer Service Genesys Workforce Planning Optimise Your Workforce for the Omnichannel Revolution Planning and Managing Your Omnichannel Workforce Journey Mapping: An Outside-in Approach to Delivering Great CX Enriching Your Customer Experience with Proactive Customer Communications Five Ways to Improve Outbound Engagement and Customer Experience–Mobile The Outbound Engagement Playbook—Proactive Communications Your Definitive IVR Playbook Four Steps to Make Customers Love Your Contact Centre What is GOOD (and bad) Customer Service in 2019? Artificial intelligence: Friend or foe of customer service? Best Practices for Contact Centre Routing Not All Cloud Contact Centre Platforms Are Created Equal Should You Update or Abandon Your Call Centre ACD? 7 Steps for Delivering Next-Generation Digital Customer Service Customer Engagement is Ripe for Change Nemertes Business Value Analysis Interaction Analytics Capabilities How to be a Customer Experience Leader – MIT Technology Review: Getting to Iconic Migration planning kit: Take the first step in a successful contact centre migration Not all cloud contact centre vendors can deliver true omnichannel service Genesys PureConnect Cloud platform Zero Compromise Four ways voicebots elevate call centre customer service Asia’s AI Agenda: The Ethics of AI See How PureCloud Makes Customer Relationships Simple G2 Crowd Report for Contact Centre Infrastructure | Summer 2018 Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution, 2017-18 Ten Considerations for Moving Your Contact Centre to the Cloud PureCloud for Salesforce Altocloud White Paper: Analyzing and Shaping Customer Journeys Forrester Research: Five Methods for Measuring Call Deflection From Experiences That Begin With Digital Move beyond random interactions to thoughtfully designed customer journeys Six tips to future-proof your small or mid-sized business Demystifying AI: Creating an AI partnership that maximises business results MIT Global Research: Humans + Bots: Tension and Opportunity Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries Drive Marketing and CX Convergence With Modern Technology Solutions Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries Deliver seamless, effortless and personalized experiences with Genesys Predictive routing in action Genesys enables innovation at the speed of business Genesys Cloud platform brochure Forrester study shows importance of customer experience technology investment to drive business success Five key benefits of a virtual contact center Frost Industry Quotient (IQ): Australian Cloud Contact Centre Market 2018 Ten most common misbeliefs about lead management Customer acquisition center Recognise the warning signs of an unhealthy PBX relationship Building the Business Case for an Omnichannel Contact Center Summer Innovations 2019 Genesys named a leader in contact center infrastructure Why Choose the Genesys Sales Engagement Platform Using bots to increase customer satisfaction Three ways to use AI for better customer journeys Predictive performance offer overview Delivering on the promise of world-class omnichannel customer experiences Achieve better business results with AI-powered self-service Three ways chatbots improve customer experience Three strategies to improve the end-to-end customer experience The essential migration checklist for identifying the right customer experience solution The call centre technology migration playbook Succeed with a single source for contact center infrastructure and workforce engagement management Improve customer satisfaction, sales and workforce engagement with Genesys Blended AI How AI can improve contact centre and agent performance Genesys prescriptive migration: The art of simplified migration with proven ROI Future-proof your customer experience and mitigate the risks of outdated contact center technology Five things to consider for developing voicebots and chatbots — fast and effectively Drive more sales through your website Considerations for consolidating call centre technology Building a competitive advantage through customer experience Best practices for chatbots that improve customer experience Top 10 ways to take advantage of AI and deliver great customer experiences Your path your way: Three options for transforming your legacy contact centre Asia’s AI agenda: AI and Human Capital The Shift to Predictive Engagement Up close and personalised—three ways your contact centre can keep customers sticky Five ways technology is shaping the future of the retail contact centre 10 ways to improve your retail contact centre Turn your retail contact centre into a revenue generator: Five trends you need to know Six steps to take right now if you’re thinking about upgrading your retail contact centre Five reasons tomorrow’s customer won’t be shopping with today’s retailer 3 reasons you need to build an ecosystem for customer service, not a fragile “frankenstack” Asia’s AI agenda: AI for Business Asia’s AI agenda: The Ecosystem Asia Pacific SMB Customer Service Trends Genesys State of Customer Experience research Customer Service Transformation for Small Medium Businesses How Financial Institutions Are Using Artificial Intelligence to Change The Face Of Customer Experience Beyond Millennials: How Banks Can Prepare For The New Consumer Why Employee Engagement Is Key To Winning Superior Customer Experience Live Assistance Live Assistance
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pa|选择联络中心平台，实现快速创新 - 适合任何行业或任何规模的组织。 我们一直在不断创新。请查看最新的客户和员工体验新闻稿。 了解 Genesys 解决方案如何满足并超越现代安全标准。 通过我们的 AppFoundry 市场快速提升价值和添加功能。 无需直接使用 API 即可扩展功能。无需进行编程。 请咨询专家，并获取进行云端到云端无缝迁移的工具。 借助专业经验、专业知识和个性化计划顺利迁移至云端。 将您的 Genesys 体验提高到全新水平。见证更多可能。 使用可轻松提供出色客户体验的软件运行您的联络中心。 通过出色的管理工具，让客户的电子邮件得到应有的关注。 让您的网站成为实时聊天的对话启动器，实时解决相关问题。 让（双向）对话持续在客户最喜欢的消息应用程序上进行。 通过智能自动化为您的客户提供全天候自助服务。 利用自然语言理解打造更加智能的机器人，以实现智能自助服务。 利用应用程序和集成打造自定义呼叫中心。 利用预测性路由来充分利用数据的力量。 提供具有竞争力的卓越客户体验和任何规模的数字化转型。 通过无缝的一体化联络中心解决方案，增强深度互连体验。 了解客户服务中那些鲜为人知的“主角们”如何改善客户的生活。 在部署之前、期间和之后，选择专业的合作伙伴保持合作。 加入我们，与我们一起表彰头戴耳机的英雄们 — 卓越代理商。 一个专供客户体验专业人士不断学习和创新的社区。 体验创建基于同理心 – 建立信任并赢得忠诚度。 了解 Genesys 呼叫中心和客户体验解决方案如何帮助企业取得成功 寻找合适的 Genesys 合作伙伴，或者加入我们的合作伙伴网络。我们将携手助您实现目标。 了解 Genesys 以及我们备受全球 11,000 家公司信任的原因。 个性化您的联络中心。利用我们的交互式工具设计卓越的解决方案。 了解如何在恰当的地方为客户提供服务，并指导他们打造更有成效的历程。 探索让团队积极参与并走向成功的方法 — 因为帮助他人是一项很了不起的工作。 最大限度地利用您的客户体验技术，助您实现目标，让客户满意。 通过集销售、营销和支持为一体的方法赢得并留住客户。 按时参加这些即将举办的 Genesys 活动 – 虚拟活动和面对面活动。 从客户、员工、行业思想领袖那里获得见解。 观看并聆听改善客户体验并创造更多互联互通时刻的方法。 通过此自助导览，探索 Genesys Cloud 的特性和功能。 需要演示 获得免费试用 联络我们 ROI calculator 研究报告 研究报告 电子书 Article Article Article Article Article Article Article Article Article Article Article Article Article Article Executive Brief 研究报告 Article 研究报告 电子书 Article 研究报告 研究报告 Article Article 研究报告 研究报告 Article 电子书 Article Article 白皮书 研究报告 Article Article Article Article Article Article Article Article 信息图 Article Article Executive Brief Article EBook 研究报告 Executive Brief 研究报告 电子书 Brochure Brochure 电子书 电子书 Article 行业报告 电子书 Tip Sheet 研究报告 研究报告 Article Article Article Article 研究报告 行业报告 行业报告 行业报告 信息图 Article Article Article Article Video Product Literature Article Article Article Article Article Article Article 电子书 Article 研究报告 信息图 Article 研究报告 白皮书 电子书 Video Video Video Video 电子书 Executive Brief Article 研究报告 Video Article 电子书 电子书 电子书 Article Article Article Article Article Article Article Article Article Article Article Article Article Article Article Article Article Article 研究报告 电子书 电子书 白皮书 电子书 电子书 电子书 电子书 Executive Brief 白皮书 电子书 信息图 Executive Brief 电子书 信息图 研究报告 白皮书 研究报告 Datasheet Datasheet 研究报告 Genesys 每年为 100 多个国家/地区的组织提供超过 700 亿次的卓越客户体验。借助云和人工智能的强大功能，我们的技术可以在所有渠道中将市场营销、销售和服务领域的客户时刻联系在一起，同时还可以改善员工体验。Genesys 率先推出了 Experience as a Service （体验即服务），以便任何规模的组织都可以大规模提供真正的个性化服务、与客户产生共鸣并增进客户信任度和忠诚度。这一切均通过 Genesys Cloud 实现，这是一款一体化解决方案和全球领先的公共云联络中心平台，其经过专门设计，旨在实现快速创新及提高可扩展性和灵活性。 版权所有 © 2021 Genesys。
di|清除 Twimbit 研究洞察 亚太地区电子经济的客户体验优先事务 亚太地区已成为数字化经济服务普及增长最快的地区。COVID-19 和群体对于移动互联网迅速增长的访问需求，加速了亚太地区数字化服务的采用。 在所有市场细分中，众多企业目前都严重依赖在线媒体来继续推进达成商务交易、促进展开活动。随着数字化经济市场不断发展，客户体验 (CX) 已成为决定企业能否脱颖而出，一跃成为市场领导者的决定因素。如今的消费者选择多多，客户体验将是赢得客户忠诚度的最终决定因素。 在此报告中，我们将探讨： 未来十年的增长驱动因素 重塑客户体验的优先事务 推动客户体验转型的关键技术 实现成功客户体验的路线图 提供增强版客户体验的最佳实践 下载研究报告 [mktoform cta_header="" cta_button="立即下载" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8rQQAQ"] Twimbit 研究洞察 亚太地区的 BPO：创新增长 BPO 行业在过去 20 年间增长势头迅猛，亚太地区在这一趋势下受益良多。如今肆虐的 Covid-19 疫情加剧了这一行业所面临的数字化挑战。服务供应商需要尽快转型才能谋求应对业务模式方面所发生的变化，并满足客户日新月异、快速增长的需求。 BPO 致力于交付成果导向的业务模式，目标是为了推动实现与端到端组织业务流程更加紧密的集成。并且各企业也越来越意识到提高员工体验对于能否交付出色客户体验的重要程度。 在此报告中，让我们仔细了解一下： 未来十年的增长驱动因素 推动业务转型的技术 员工交互日益重要 成功转型议程的 4 步路线图 制定取得成功的战略的最佳实践 下载研究报告 [mktoform cta_header="" cta_button="立即下载" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t7xNQAQ"] 电子书 Genesys 和 Google 云：将联络中心 AI 融入生活之中 联络中心的人工智能 (AI) 已经跨越了炒作阶段。客户既愿意与机器人交流，也想就复杂问题与坐席展开讨论。对话式 AI 能够通过自动执行简单重复的交互活动来提高效率，允许在交互过程中平滑切换机器人和人工座席。如此一来，人工坐席可以解放出来，处理更加复杂的问题。 Genesys 和 Google 云使各种规模和复杂程度的公司都能获享 AI 支持的客户体验。获取此电子书以了解： 对话式 AI 在联络中心解决的三个挑战 语音机器人和聊天机器人如何改善运营效率 如何凭借 AI 支持的虚拟助手为人工坐席提供支持 阅读电子书 [mktoform cta_header="" cta_button="立即下载" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] Twimbit 研究洞察 保险时代4.0 - 亚太地区客户的优先体验 亚太地区将成为这十年间保险公司增长最快的新兴市场。但是，2019 新型冠状病毒肺炎是一种百年不遇的大范围流行病，它将对每家企业、每个人产生持久的影响。如今，它已经成为数字化转型最大的催化剂。技术有助于解决制约本地区保险公司发展与渗透率的三大挑战，即覆盖范围、欺诈风险和经济性。 消费者不再是等待推销保险，而是主动寻求。随着保险公司无缝将产品融入到消费者的生活方式中，人均保险消费将呈快速增长。他们需要敏捷性并通过全渠道沟通提供最高水准的客户体验，以满足客户不断变化的需求和需要。 在此报告中，我们仔细了解一下： 未来十年的增长驱动因素 重塑客户体验的 3 大优先事务 推动客户体验转型的计数 成功转型议程的路线图 制定取得成功的战略的最佳实践 下载研究报告 [mktoform cta_header="" cta_button="立即下载" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t6ooQAA"] 麻省理工研究报告 全球 AI 议程 - 数据共享的前景、现状与未来 了解 AI 对业务的真正影响人工智能 (AI) 功能不再是大型科技公司的专属技术。麻省理工学院发现，从制造业到能源和医疗保健，再到政府，各行各业的组织都在尝试使用一套 AI 解决方案。 《麻省理工科技评论洞察》对全球不同行业和地区的 1,000 多名高层管理人员进行了调查，以了解组织现在如何使用 AI，以及计划在将来如何使用 AI。立即阅读报告以了解以下内容： 真实 AI 用例 企业面临的可扩展性挑战 在共享数据和增强 AI 功能方面的业务就绪性 下载报告 [mktoform cta_header="" cta_button="下载报告" form_p_target="custom" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK" url="https://www.genesys.com/zh-cn/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing"] 资料分享 实况演示，如何提高远程工作质量 Genesys携手KEEN BEST [cutoff co_thick="2px"]资料分享 - 本次线上研讨会由KEEN BEST产品经理张彩霞主持，线上演示居家座席与居家班长的一天，通过KEEN BEST居家座席赋能平台（PC/APP）的演示，您将发现搭建远程座席如何成功保证居家座席质量。 [mktoform] 研讨会资料 新基建释放Ai新动能，个性化智能客服显身手 Genesys携手小i机器人 [cutoff co_thick="2px"] “新基建”大潮加速各领域智能化升级 通过认知智能升级服务，帮助企业建立自身AI力 打造个性化智能客服， 找到商机，提高销售转化率 客服中心的深度智能变革案例：智能营销、智能助理、坐席智能辅助、智能人机对练、智能外呼 [mktoform] GARTNER 调查报告 2020 年劳动力交互管理魔力象限报告 Genesys被Gartner评为劳动力交互管理领域的远见者。虽然联络中心运营可能需要很高的成本，但是有远见的企业会专注于实现目标、增加收入，而不只是控制成本。能够交付卓越的员工体验和客户体验的劳动力交互管理软件可以帮助企业实现这一目标。 Gartner《2020年劳动力交互管理魔力象限报告》评估了八家供应商的执行能力和愿景完备性，以帮助企业做出正确决策。 阅读该报告，您将了解到： 从劳动力优化（WFO）到劳动力交互管理（WEM）的转变对企业有何影响 在选择WEM解决方案提供商时，企业应该注意什么 八家WEM供应商在Gartner的魔力象限（有远见者、领导者、挑战者和特定领域者）中是如何分布的 该报告还介绍了Genesys的人工智能WEM云解决方案。该方案通过一体化云平台提供质量评估、培训与辅导、排班、学习任务等一系列简便易用的工作流程。 下载调查报告 [mktoform cta_header="" cta_button="下载调查报告" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kpfiQAA"] 以下是Gartner Peer Insights评论者对Genesys解决方案的评价： [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="239044"]真的是一款无与伦比的产品 - 高级主管, 销售与营销部 [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="239044"] 成功由热线呼叫中心转型为现代化联络中心！ - 首席技术官, 医疗行业 [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="239044"]Genesys 是最佳的联络中心解决方案提供商 - 工程师, 基础设施与运营技术支持 *Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences and does not represent the views of Gartner or its affiliates. *Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. 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Gartner Magic Quadrant for Workforce Engagement Management, 24 February 2020, Jim Davies FORRESTER 报告 2020 年三大客户服务趋势: 融合 AI 和座席以带来更好的体验 确保您的座席拥有正确的工具是为联络中心实现人性化联络并真正了解客户问题的关键所在。了解并与客户建立联系将为您节省成本并建立客户忠诚度。 使座席能够访问由人工智能 (AI) 提供支持的工具已成为运营联络中心的最佳方法。通过自动执行较为简单的交互并为客户提供自行解决问题的数字化工具，座席可以处理更复杂的问题。这使他们能够在帮助您取得成功的过程中发挥关键作用。 阅读 Forrester Research 公司的这份报告，以了解： 2020 年客户服务专业人士的三大趋势 AI 和座席角色的转变如何影响劳动力规划和文化 由 AI 提供支持的桌面的作用以及它们如何更好地指导座席满足客户需求 阅读 Forrester 报告 [mktoform cta_header="" cta_button="立即阅读" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kq8WQAQ"] 研讨会资料 支持居家座席，按需租用云方案 Genesys携手亿迅 [cutoff co_thick="2px"] 了解如何用开启云客服，快速部署居家座席。 亿迅与Genesys在居家客服实施中的经验与启示 按需租用、一步到位的云客服方案 智能化、全渠道、定制场景的优势 [mktoform cta_header="下载" cta_button="立即下载" cid_id="7011T000001krYXQAY"] 電子書 錢來錢往 ⽣⽣不息 交付成功客戶體驗的四則企業案例 [cutoff co_thick="2px"]如今，企業要想滿足不斷提高的客戶期望，就必須為聯絡中心提供強大的技術支援。在決定是否購買某款技術解決方案時，不要只考慮每個月的訂閱費，而要瞭解產品的真正價值。 下面我們來瞭解一下這四家企業是如何實現的聯絡中心技術的更新升級，並取得了以下成效： Improved customer ratings 提高客戶評分 Increased sales 增加銷量 Reduced operational costs 降低運營成本 [mktoform cta_header="下载" cta_button="立即下载" cid_id="7011T000001krjLQAQ"] 资料分享 Genesys联手奥科灾备呼叫中心解决方案 居家/远程座席 [cutoff co_thick="2px"] 本次研讨会为您展现的五大特点： 充分利用互联网、公/私有云和企业现有资源，迅速部署居家办公隔离环境 全软件部署，无需硬件现场安装和人员接触 远程部署和监控，无需人员密切接触 充分利旧现有企业呼叫中心和连接架构， 在现有架构上拓展， 无需更改核心结构 无需改变坐席操作习惯 [mktoform cid_id="7011T000001kqoFQAQ"] 在线研讨会资料 居家/远程座席，运营管理之挑战与对策演讲材料 Genesys联合COPC [cutoff co_thick="2px"] 在线研讨会资料下载分享 Genesys联合COPC，为客服中心的管理人员展现了远程/居家座席的发展管理趋势 居家/远程座席的优势与管理挑战 居家/远程座席的部署管理最佳实践 COPC居家/远程座席的标准指导 COPC居家/远程座席的管理经验和案例 [mktoform cta_header="下载" cta_button="立即下载！" cid_id="7011T000001krCgQAI"] Frost & Sullivan 白皮书 劳动力交互管理 如何通过劳动力交互创造最佳客户体验 劳动力交互管理（WEM）是劳动力优化（WFO）自然发展的结果。WEM以赋能、协助和奖励座席为重点，提供灵活排班、个性化培训和辅导以及革新的座席工作空间等一系列与员工有关的工具。 研究发现，通过采用WEM工具并赋能员工更好地开展客户交互，企业实现整体盈利的可能性增加了96%，提供更优质的客户体验的可能性增加了82%。 为了了解联络中心是如何使用WEM产品的，Frost & Sullivan对北美、拉丁美洲、欧洲和亚太地区的1,031名企业决策者进行了调查，以找出企业面临的主要挑战和从中获得的效益。 阅读Frost & Sullivan白皮书，您将了解到： WEM的业务影响和优先等级 技术需求和采购计划及趋势 目前WEM等联络中心管理解决方案的使用情况 下载白皮书 [mktoform cta_header="" cta_button="立即下载" form_branding="resource-alt" ar_status="default" cid_id="7011T000001kr3KQAQ"] Genesys获评联络中心基础设施领导者 G2 Crowd《2019年春季联络中心基础设施报告》显示，Genesys PureCloud®、PureEngageTM和PureConnectTM 平台能够向各类规模的联络中心提供卓越的基础设施，因而获得G2 Crowd评审的一致认可。 [cutoff co_thick="2px"][mktoform cta_header="获取报告" cta_button="获取报告" form_branding="gray-theme" form_p_target="custom" url_target="yes" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GXxDAAW" url="https://www.g2.com/gated_content/tokens/7a034022-4c3d-4ca4-9d32-4d51ae80c708" ar_url="https://www.g2.com/gated_content/tokens/7a034022-4c3d-4ca4-9d32-4d51ae80c708"] 根据G2 Crowd的评论，Genesys的同行也对此表示肯定。 [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]PureConnect为企业提供了轻松运营联络中心所需的工具。Genesys的定制化功能、高冗余度以及开发团队的努力共同造就了这一强大平台。PureConnect可随时根据企业需求进行扩展，无论是从小型到中型，还是扩展至整个企业。 ——Jerrod M （PureConnect平台）[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]Genesys PureEngage应用和产品就像一把瑞士军刀，在提供联络中心解决方案方面，它简直无所不能。特别是GMS产品，几乎可以实现任何你能想到的集成。 ——Eugene T （PureEngage平台）[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="2099"]PureCloud是一个云端电话系统，为企业及机构提供强大的通信和协作工具。它还可以与Salesforce进行高度集成，并帮助用户清楚地了解与客户建立的所有交互。此外，PureCloud还有一些特别先进的功能，希望在将来我们可以用到。 ——Brian B （PureCloud平台） 评比结果揭晓 G2 Crowd从客户评价、总体产品满意度、市场表现等不同角度研究了各类规模联络中心的不同软件解决方案。欢迎下载报告，了解以下详情： 不同联络中心方案提供商的实际用户体验如何 指导企业决策过程的关键判断标准 各个供应商是否能充分满足客户的联络中心业务需求 演讲资料 打造企业客户服务中台 资深方案顾问专家 - 尹徐 [cutoff co_thick="2px"]2019年企业市场的新热词“中台”一说横空出世！ 且看Genesys资深方案专家-尹徐如何一一为你解答： 何为中台三说？ 打造企业客户服务中台的方法论有哪些？ 关于人工智能的思考着重哪些方面？ [mktoform cta_header="立即下载" cta_button="立即下载" cid_id="7011T000001komsQAA"] 演讲材料 呼叫中心上云和云呼叫中心 “云的解析”在线研讨会资料下载 [cutoff co_thick="2px"]目前国内云呼叫中心的现状基本分为“云呼叫中心”和“呼叫中心云化”。面对云呼叫中心出现的技术和上量的瓶颈需要如何应对？ 如何更好的运用和结合自建呼叫中心的灵活性和云的便利性？ Genesys为您带来的独家优势： • 基于成熟的商业套件自行开发 • 性能业界最强，国内单用户最大坐席量1.5W+ • 全套语音、多媒体、Ai集成方案 • 定制功能强，充分满足需求 • 专业从事呼叫中心20年，丰富的业界使用案例 • 满足各种云的上云条件，支持混合云部署 • 完整的自有产品和充分对接的产业链 [mktoform cta_header="下载" cta_button="立即下载!" cid_id="7010d000001GYR8AAO"] 2019 G-Summit 大中华客户体验峰会 - 客户演讲 聚焦“新客服” 同程艺龙 - 黄华梅 [cutoff co_thick="2px"] 聚焦“新客服” 01 新服务理念 02 新服务技术 03 新服务管理 [mktoform cid_id="7010d000001GZqtAAG"] 2019 G-Summit 大中华客户体验峰会 – 客户演讲 经验体验，如何打造峰值体验 达达-京东到家，洪晓玲[cutoff co_thick="2px"] 经营体验 如何打造峰值体验 很多高级消费在于购买体验，对于商家来说，用户体验就是商机，其带来的最直接的好处就是提升黏性，产生利润。作为服务团队来说，我们如何用业务的语言和角度去优化整改体验，而不仅仅是解决TOP工单成为我们追求的目标。 我们该如何打造峰值体验呢？[mktoform cid_id="7010d000001GZr3AAG"] 2019 G-Summit 大中华客户体验峰会 – 演讲材料 Genesys AI 优化体验历程 Steve Rutledge, Genesys 全球市场方案高级副总裁[cutoff co_thick="2px"]人工智能、数字化和云不断融合，我们的云平台也紧密跟随这一行业趋势。 通过几个不同的行业客户案例，让您了解到Genesys如何通过规划客户历程和员工历程帮助客户实现最佳业务结果。 Genesys，您的不二之选！[mktoform cid_id="7010d000001Ga3EAAS"] 2019 G-Summit 大中华客户体验峰会 – 演讲材料 Genesys AI 未来客户体验 Bruce Eidsvik, Genesys 全球市场高级副总裁[cutoff co_thick="2px"]面对新新客户群体，客户体验就等同于品牌体验，为您带来全方位如何定义客户体验的技术趋势！ 开启Genesys AI体验的奇幻之旅！[mktoform cid_id="7010d000001Ga39AAC"] 2019 G-Summit 大中华客户体验峰会 – 演讲材料 Genesys亚太发展战略 Keith Budge, Genesys 亚太区总裁[cutoff co_thick="2px"]Genesys作为全球最大的联络中心供应商，如何引领客户体验市场？ 为您奉上打造优质客户服务的四大战略和颠覆行业的五大优势！[mktoform cid_id="7010d000001Ga34AAC"] 2019 G-Summit 大中华客户体验峰会 – 演讲材料 感性体验，智慧之旅 黄金鹏ROGER Genesys大中华区业务拓展总监[cutoff co_thick="2px"]o 智慧云服务 o 智慧客服 o 智慧银行 o 智慧保险 [mktoform cid_id="7010d000001Ga2VAAS"] 敬畏初心，智理有方 - 王俊海演讲材料 敬畏初心，智理有方 Genesys亚太首席业务咨询顾问 - 王俊海 [cutoff co_thick="2px"]着眼人工智能的应用方向和应用现状！ Genesys AI通过客户历程和员工历程图鉴来剖析如果做到应用一脉相承，相辅相成，确保您业务效果的事半功倍！[mktoform cta_header="立即下载" cta_button="立即下载！" cid_id="7010d000001Gbq7AAC"] Genesys Outbound在线研讨会 - 演讲材料 长风破浪会有时 - 论Genesys Outbound Genesys高级客户经理 - 李智涛 [cutoff co_thick="2px"]助力企业通过各种外呼渠道与配套技术主动与客户展开交互， 满足不断提高的合规要求以及企业内部业务规则， 自助服务工具为客户提供了客户联络频率、通话时长和地点管理的可选功能。[mktoform cta_header="立即下载" cta_button="立即下载!" cid_id="7010d000001GbpnAAC"] 在线研讨会 - 演讲材料 金融科技走进联络中心 当FinTech 遇见 CXTech [cutoff co_thick="2px"]本次研讨为您解开上市公司财报体现金融科技的重要性，和联络中心在没有金融科技之前和之后的相关热词。以及Genesys在此热浪中如何为您理清头绪，带来无比的清爽凉意！ 更深度剖析了金融科技在联络中心中的应用： • 云计算 • 人工智能 • 风控与安全 • 物联网 • 全渠道融合 [mktoform cta_header="立即下载" cta_button="立即下载！" cid_id="7010d000001GdgiAAC"] 在线研讨会-演讲材料 G遇勇进 传统呼叫中心的平安转型 [cutoff co_thick="2px"] 传统呼叫中心，平安转型 平安集团 选用Genesys的3大理由： 在支持ACD的CTI厂商中，Genesys最为开放。因此能保证大型客服中心的各个系统安全并存、平滑过渡。 Genesys SIP平台很好地支持了视频交互，特别满足了保险公司的视频虚拟人审核业务。 Genesys预测式外呼方案支持人工、IVR和AI座席，极大地支持了保险的催收和电销业务。 点击注册，立即获取演讲资料和视频材料 [mktoform cta_header="立即下载" cta_button="立即下载" cid_id="7011T000001kmuQQAQ"] 怎样算是2019年令人满意的 客户服务？ 亚太地区消费者研究报告 [cutoff co_thick="2px"]Genesys的“怎样算是2019年令人满意的客户服务？”研究揭示了成功的关键因素，可以为亚太地区的各种市场提供良好的客户体验。 根据该地区十个国家/地区超过8000名消费者的调查结果，该报告重点介绍了关键要素，例如响应时间，操作员经验以及使用自动化技术（如聊天机器人），它们可以在全渠道时代形成或破坏客户满意度。 下载报告了解： 亚太地区的消费者寻求哪种渠道最能解决他们的问题以及原因？ CX的三大情况会让消费者感到无比沮丧。 为什么52％的亚太地区消费者都愿意通过自助路由接受客户服务，而自动化选项并非总是如此。 消费者更愿意为优质客户服务支付更多费用的市场-以及期望免费提供额外服务的市场。 [mktoform cta_header="阅读完整报告" cta_button="立即下载" ar_status="dynamic" cid_id="7011T000001kmqdQAA"] 通过卓越客户体验创造竞争优势 五个真实的业务转型成功案例 [cutoff co_thick="2px"]如今的客户希望拥有高效、无缝、个性化的跨渠道交互。 贝宝、喜力和沃达丰等全球品牌已采用技术，提供真正的互联、全渠道客户体验。通过迁移至世界一流的客户体验平台，他们实现了以下成效： 通过云端迁移满足关键的业务时限要求 满足与行业相关的监管要求 降低运营和维护成本 劳动力优化 加快实现商业价值，更快获得投资回报 提高净推荐值、客户满意度和通话解决率 了解如何通过四个步骤，完成无缝迁移和客户体验转型的规划和执行。[mktoform cta_header="获取电子书" cta_button="立即下载！" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] 改善端到端客户体验的三种策略 [cutoff co_thick="2px"]无论您的业务规模如何，更好地管理端到端客户旅程对于客户将您的服务与Google和亚马逊服务进行比较而胜出至关重要。 在本电子书中，您将发现三种经过验证的策略，将不同的客户交互无缝，个性化的对接到客户旅程中。 了解如何采用整体方案确保每次都能获得更好的客户体验并获取业务成果，包括： 提高客户满意度分值 降低服务成本 新的收入 [mktoform cta_header="下载电子书" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000001Kg7UAAS"] 电子书 聊天机器人 增强用户体验的三种方法 [cutoff co_thick="2px"] 大规模使用由人工智能（AI）驱动的机器人来满足客户对自助服务的期望。 机器人助力节省的将不仅仅是成本： 预测客户需求并以个性化方式快速响应 在客户互动期间为座席提供指导和建议 通过全天候服务迎合所有时区和客户时间表 获取电子书了解更多信息。 [mktoform cta_header="获取电子书" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000001GYPbAAO"] MIT Technology Review Insights 亚洲人工智能议程：商业人工智能 [cutoff co_thick="2px"]《亚洲人工智能议程》是Technology Review Insights旗下的研究项目，赞助方包括ADP、IMDA、Genesys、Splunk和亚洲商学院（Asia School of Business）。本项目立足于四个独特视角， 旨在全面审视亚太地区的人工智能（AI）发展：亚洲的人工智能生态系统、该区域的领先用例和商业应用、人才发展状况以及有关人工智能和伦理道德的新讨论。为了编制此系列简报，Technology Review Insights针对13 个市场近900名高管开展了一项调查，并针对学术界和业界的权威人士进行了一系列访谈。本研究在编辑方面完全独立，其中所表达的看法均代表Technology Review Insights的观点。 《亚洲人工智能议程》系列的第二部分探讨了亚太地区的企业如何评估人工智能（AI）的价值，制定在组织内部署人工智能的战略，评价新出现的使用案例以及克服在此过程中面对的种种挑战。不出所料，考虑到当前对人工智能推动商业和社会转型的预期，亚洲的许多高管对人工智能成为未来的一种竞争力来源充满信心。本报告《商业人工智能》依据对亚太地区871位高级商业和技术领导者开展的一项调查，以及一系列专家访谈。本报告的主要成果如下： 亚洲的历程已过半 按照个别情况采用 改善客户体验势在必行 机器学习是最常用的人工智能工具 制约因素包括人才、数据匮乏和高昂的成本 下载报告获取更多的详细信息，以及如何处理人工智能战略的见解。[mktoform form_type="contact" cta_header="获取报告" cta_button="立即下载" cid_id="7010d000001GZtT"] 统一的联络中心基础设施和劳动力交互管理解决方案供应商助力企业获得成功 [cutoff co_thick="2px"]采用统一供应商的联络中心基础设施和劳动力交互管理解决方案可以使企业有效避免管理多个供应商带来的业务挑战和技术难题。统一供应商提供的集成化解决方案还能帮助企业提升客户体验，促进员工交互，优化业务结果。 通过阅读这份白皮书，您将了解到能够提供最佳集成解决方案的技术供应商可以给您带来哪些关键优势： 通过整合的数据、报告和基础设施，获取最准确的业务洞察 持续获取客户体验和劳动力交互领域的最先进的创新技术 通过将企业路由平台和劳动力交互系统相结合，提升员工效率 通过人工智能实现常规任务的自动化，从而使座席抽出时间为客户解决更复杂的问题 帮助一家大型保险公司将系统成本降低了50%，将净推荐值提升了73% [mktoform cta_header="获取电子书" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000001GYbmAAG"] Tip Sheet: 利用人工智能交付卓越客户体验的十大方法 [cutoff co_thick="2px"]客户希望企业所有的交互渠道都是方便易用的，并且具有轻松的个性化体验。员工希望从事更有意义的工作，而不是枯燥乏味的重复性任务。 机器人、自动化和机器学习技术的应用使得这一切成为可能。企业要想获得业务成功，就必须部署最新的人工智能应用，获取最大投资回报。 通过这份内情报告，您将了解到人工智能如何使联络中心的工作变得更加轻松高效。其中包含以下方式： 借助全渠道平台，连接所有客户触点，在不同的渠道之间共享客户的历史信息 通过融合自助服务和人工服务，为客户提供无缝的交互体验 使用虚拟助理预测功能帮助员工更好地为客户服务，包括开展产品增销业务 [mktoform cta_header="获取简报" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000iYfFAAU"] 《麻省理工科技评论洞察》 亚洲人工智能议程：生态系统 [cutoff co_thick="2px"]为全面研究亚太地区人工智能的发展，《麻省理工科技评论洞察》（MIT Technology Review Insights）制定了“亚洲人工智能议程”研究计划，该研究主要围绕四个方面展开：亚洲人工智能生态系统，亚太地区领先的人工智能用例和商业应用，不断变化的人才状况以及围绕人工智能和相关伦理道德展开的讨论。为开展此次系列研究，《麻省理工科技评论洞察》对13个国家的近900名高管进行了调查，并采访了学术界和企业界的20多位权威人士。 《亚洲人工智能议程：生态系统》是此次系列研究发布的首份报告。报告显示，亚洲各国政府制定了雄心勃勃的人工智能发展计划，且已成功建立起完善的生态系统，为其吸引急需的人工智能人才和资本，助力企业迅速、高效地部署人工智能技术创造了有利环境。 该研究的主要发现包括： 由于人工智能有着广阔的发展前景和巨大的社会效益，大多数国家都制定了加速人工智能应用的国家级计划。 亚洲有望成为人工智能时代的领跑者。 中国在人工智能应用方面迅速发展，但其基础研究滞后。 建设数字化经济和数字化社会是赢得竞争优势的关键。 保护基础资产和管理人工智能发展是该行业面临的主要问题。 了解更多关于亚太地区各国构建生态系统，引领人工智能发展的详细信息，请下载报告。 [mktoform cta_header="获取报告" cta_button="立即下载" cid_id="7010d000001GZtJAAW"] MIT技术评论 Humans + Bots: 人类+机器人：不安与机遇 全球顶尖品牌如何通过融合人类技能与人工智能 (AI) 来提高客户亲密度并促进发展 [cutoff co_thick="2px"]为了完成此次调研，《麻省理工科技评论洞察》审视了客户体验创新、人工智能等技术的采用，以及企业通过这种方式实现数字化转型而获得的商业成果。我们的研究基于 2018 年 7 月份开展的全球调查（调查对象包括 18 个国家/地区的 599 名大中型企业客户体验高管），以及针对担任客户领导职务的高级领导者开展的一系列访谈。该报告由全球化软件公司 Genesys 赞助，由《麻省理工科技评论洞察》独立编纂；文中所述皆为《麻省理工科技评论洞察》观点。 聚焦有关北美，拉丁美洲，欧洲和亚洲的全球报告和区域采集，以获取完整结果。 主要看点有： 近 90% 的亚洲调查受访者表示，他们已经显著提升了投诉解决速度，超过 80% 的受访者表示已经运用 AI 提升了呼叫量处理。 大约有 80% 的调查受访者表示，客户满意度、服务交付和联络中心绩效均有明显改善。 来自员工人数超过 30,000 名的组织的受访者在一线互动系统和客户分析方面进行大笔 AI 投资的可能性要高于 50%。 2018 年开展的聊天机器人现状调查发现，超过半数的受访者表示，他们会使用自动化助理来快速解答简单的问题。 超过三分之一的亚太地区受访者可以将AI的使用与超过 10% 的收入增长挂钩。 [mktoform cta_header="获取MIT全球报告和四个区域聚焦" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000maXQ"] 在线研讨会 – WebRTC，客服云上见 演讲材料 [cutoff co_thick="2px"] • 采用WebRTC技术充分利用互联网资源，拓展Genesys联络中心边界，灵活高效整合互联网资源，开展音视频业务 • 充分利用奥科25年积累的VOIP经验之大成和丰富的自主产品资源，在客户现有通过Genesys认证推荐的奥科SBC产品上通过软件升级拓展联络中心应用 • 充分利用奥科VNF架构，轻资产，免维护，支持Genesys联络中心向云端迁移 • 先进的弹性化部署和可变带宽适配技术，为Genesys联络中心基础架构拓展保驾护航 [mktoform cid_id="7010d000001KeRWAA0"] 白皮书 金融服务机构如何利用人工智能改变客户体验 [cutoff co_thick="2px"]人工智能预计将为全球经济贡献15.7万亿美元。 近年来，通过数字手段改善客户体验一直是许多企业及机构的关键任务，对于银行业和金融机构来说更是如此。 亚太地区的银行和金融机构已开始快速推出人工智能技术，尤其是聊天机器人等面向客户的应用程序。 阅读这篇文章，了解更多关于： 人工智能在BFSI行业应用现状的行业洞见 在组织中应用人工智能的主要好处 适合部署人工智能的主要方面 应用人工智能时常见的陷阱、挑战及解决办法 [mktoform cta_header="获取白皮书" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mdT7"] 白皮书 千禧一代之后：银行如何为新消费者做准备 [cutoff co_thick="2px"]据Frost & Sullivan研究公司预测，到2020年，客户体验有望成为最关键的品牌竞争优势，重要性超过产品和价格。 随着“超连通”、精通技术、行动迅速、注意力持续时间短、因注重体验而闻名的千禧一代的壮大，银行和金融服务机构意识到为其提供更高效服务的重要性。 对于与千禧一代（即Z一代）有业务往来的企业与机构来说，推动数字技术势在必行，比如部署移动应用程序、基于人工智能的虚拟助理、聊天机器人和自助服务分支。 这篇文章能够帮您了解： 让新消费者群体参与进来的巨大潜力 关于企业应该如何争取千禧一代和为新消费者做准备的5个关键策略 关于亚太地区银行业与金融机构的行业洞见 [mktoform cta_header="获取白皮书" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mdTC"] 白皮书 为什么员工参与度是赢得卓越客户体验的关键 [cutoff co_thick="2px"]现如今，客户体验仍然是许多银行和金融服务机构所追求的“圣杯”。 虽然高管们致力于实现“品牌承诺”，但企业却忽略了确保客户体验始终处于领先水平的关键要素——员工体验和参与度。 阅读该白皮书，了解提升员工参与度的主要方式： 了解影响员工参与度的基本要素，着力提升员工体验 了解数字消费者的需求，以及员工参与度对实现该类需求的作用 将人工智能技术整合进企业的员工参与度和客户服务战略当中 关于银行与金融机构提升员工参与的行业洞见 [mktoform cta_header="获取白皮书" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mdSi"] Forrester研究： 采用现代技术解决方案推动市场营销和客户体验相融合 [cutoff co_thick="2px"]以客户为中心的文化是任何企业及机构成功的关键。当今，技术进步日新月异，数字化渠道不断增多，客户的需求与期望也在不断提升，因此企业比以往任何时候都更加注重客户的价值，以及他们与企业进行交互的方式、时间和原因。 越来越多的企业都在思考如何通过客户体验转型打造无缝的数字-亲身体验，其中81%的企业将CX视为非常关键的优先级任务。 这项研究强调了Forrester对来自亚太地区(AP)的9个国家或地区的市场营销、客户服务和客户体验团队的549位高级决策者开展的在线调查的主要发现。 阅读这项Forrester Consulting代表Genesys进行的委托调查，您将会了解到更多关于： 将客户体验作为战略优先事项 客户体验与市场营销相融合 变革CX生态系统，提供卓越客户体验 改进客户体验的障碍 采用现代技术实现客户体验目标 [mktoform cta_header="获取报告" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mZhS"] Forrester行业研究报告： 采用现代技术推动市场营销和客户体验相融合：聚焦零售与电商行业 [cutoff co_thick="2px"]零售和电商行业如今正专注于理解消费者的购买路径与历程，从而跨所有渠道与客户触点提供无缝的客户体验。在这一领域取得成功的企业，不仅实现了商业目标和成功，而且被公认为该领域的领导者。 该研究强调，为跨所有客户触点保持并获得市场份额，客户体验转型在零售行业中极其重要。 阅读该研究，了解更多关于： 使品牌与客户体验保持一致 当前该行业面临的挑战以及克服挑战的方法 制定以客户为中心的技术采购决策 *《采用现代技术推动市场营销和客户体验相融合：聚焦零售行业》为Forrester Consulting 2018年7月代表Genesys发布的思想领导力研究报告 [mktoform cta_header="获取零售行业研究报告" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mZh8"] Forrester行业研究报告： 采用现代技术推动市场营销和客户体验相融合：聚焦银行、金融服务与保险行业 [cutoff co_thick="2px"]全球的银行、金融服务和保险（BFSI）企业在实施创新和开创性的客户体验战略方面面临着诸多挑战。如今，客户体验与数字化转型的关系正在改变企业开展业务的方式。BFSI 企业需要以客户为导向，优化、改善产品功能，从而在数字化时代中立于不败之地。 在该项调查中，130名来自亚太地区BFSI行业的受访者，就如何通过客户体验技术、市场营销和持续改善服务来满足不断提高的客户期望分享了自己的看法。 阅读该研究，了解更多关于： 将客户交互技术投资作为优先事项 成功客户体验的阻碍因素 与合作伙伴协作，扩展客户交互功能 * 采用现代技术推动市场营销和客户体验相融合：聚焦BFSI行业 为Forrester Consulting 2018年8月代表Genesys发布的思想领导力研究报告 [mktoform cta_header="获取行业研究报告" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mZhI"] Forrester行业研究报告： 采用现代技术推动市场营销和客户体验相融合：聚焦医疗与制药行业 [cutoff co_thick="2px"]大多数医疗机构只是将技术作为一种开展业务的手段，只有少数医疗机构真正知道如何利用技术和患者洞察力交付卓越客户体验，从而提升客户参与度和忠诚度。 104名来自亚太地区医疗及制药行业的受访者接受了该项调查。结果显示了采用客户体验管理技术的医疗机构如何在每个客户触点改善患者体验。此外，客户体验驱动的医疗机构完全保持了品牌、市场营销与客户体验的一致。 在该项调查中，您还会了解到： 清晰客户体验策略的重要性 将客户服务提升至新的水平 确定客户交互技术投资的优先级 *采用现代技术推动市场营销和客户体验相融合：聚焦医疗与制药行业 为 Forrester Consulting 2018年8月 代表 Genesys发布的思想领导力研究报告 [mktoform cta_header="获取行业研究报告" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mZhD"] PureConnect 一体化的客服体验历程 [this_page_title] [cutoff co_thick="2px"]汇通客服历程 消除信息壁垒 PureConnect的解决方案帮助您使用一个平台来取代之前多个平台，更好地支持您的员工以及您的忠实客户[mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mYT9"] [this_page_title] [cutoff co_thick="2px"]几十年来，IVR一直是企业对外的窗口。一个有效的IVR系统可以为一流的客户服务体验锦上添花。然而，许多企业忽视了IVR，让客户觉得公司落后于时代。 让IVR做为服务窗口，为您的业务熠熠生辉。事实上，它可以成为充满活力的多功能全渠道的客户体验。 Frost & Sullivan: 从传统技术到下一代的 IVR：如何刷新IVR作为最佳的客户服务”的基石，探讨当前的四个现实。 尽管新的互动渠道和客户交互的整体增加，人们还是会打电话与IVR交互。 创新改变了IVR，把它从传统技术变成一个新的和强大的渠道。 忘记IVR心态等同于糟糕的客户服务。 转向全渠道交互，新一代的IVR是客户体验的关键部分。 [mktoform cta_header="即刻下载" cta_button="下载" ar_status="dynamic" cid_id="701U0000000oa9u"] PureConnect 一体化的全渠道解决方案 [this_page_title] [cutoff co_thick="2px"]可以快速部署 定制简易 实现成本效益提升 PureConnect的解决方案帮助您使用一个平台来取代之前多个平台，更好地支持您的员工以及您的忠实客户[mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mYHN"] Genesysfor Education Industry [this_page_title] [cutoff co_thick="2px"]Genesys客户体验平台四大关键功能 全渠道 智能外呼 智能路由 劳动力优化 [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mYSp"] 银行业客户联络中心发展高峰论坛 [this_page_title] [cutoff co_thick="2px"]世界上第一个专注于客户体验的AI平台——KATE 让我们一起来了解一下吧！[mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000000mYSp"] [this_page_title] [cutoff co_thick="2px"]观看视频，了解您的企业如何能在后端赋能座席，交付无缝、轻松和个性化的服务体验观看视频，了解您的企业如何能在后端赋能座席，交付无缝、轻松和个性化的服务体验 [mktoform cta_header="观看演示视频" cta_button="立即观看" ar_status="dynamic" cid_id="7010B000001SUQG"] 企業從落後的雲平臺遷移至全管道雲聯絡中心解決方案所實現的成本節約與收益 [cutoff co_thick="2px"]企業無須在落後的雲平臺上苦苦掙扎。現代化雲聯絡中心平臺具備靈活性與可拓展性，故企業可不必掙扎，趕緊升級至能與您的企業一起成長與改變的平臺吧。 Genesys委託Forrester諮詢公司開展了了一項總體經濟影響研究(TEI)，在這份研究的亮點總結中，企業可瞭解現代化平臺是如何通過以下方式來改善企業收益的： 降低運營成本 提高員工生產力及保留率 減少平臺宕機時間 增加營收 企業切忌止步不前！欲瞭解對當前落後的雲平臺進行升級是如何能夠把企業提升至新水準的，請下載該研究亮點。 [mktoform cta_header="獲取FORRESTER研究亮點" cta_button="立即下載" landing_id="63335" cid_id="7010B000001SPmd"] Genesys 预测式路由 [cutoff co_thick="2px"] 我们对我们的客户很了解，每天依然不懈的增进了解来提升业务成果。通过搜索、广告、网页浏览和网络点击来得到更多有关消费者的信息。我们对我们的客户很了解，每天依然不懈的增进了解来提升业务成果。通过搜索、广告、网页浏览和网络点击来得到更多有关消费者的信息。 了解更多关于预测式路由的内容，请注册观看视频。 [mktoform cta_header="观看演示视频" cta_button="立即观看" landing_id="63084" cid_id="7010B000001SUQG"] [this_page_title] [cutoff co_thick="2px"] 應用程式間轉換情境資訊往往會引發錯誤並耗費時間。通過Genesys PureCloud軟體，企業能夠將連絡人地址簿統一無縫地收錄在多合一聯絡中心解決方案中。外部連絡人解 決方案構成了企業原生性連絡人管理系統，員工能夠將企業與目標客戶、現有客戶及機構溝通的情境資訊隨時添加到系統之中。 [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSpT"] Tsoi Anne 珍惜每一次客户联络 [cutoff co_thick="2px"] 2018 G-Summit客户体验峰会圆满落幕。 欢迎注册下载我们的演讲PPT！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010d000001G8EL"] (Optional) Tsoi Anne Every Customer Contact Counts - Tsoi Anne HKT（English) [cutoff co_thick="2px"] 2018 G-Summit客户体验峰会圆满落幕。 欢迎注册下载我们的演讲PPT！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SfnP"] Chris Lam 利用MicroStrategy平台 打造数据优势的未来智能企业 [cutoff co_thick="2px"] 2018 G-Summit客户体验峰会圆满落幕。 欢迎注册下载我们的演讲PPT！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SfnK"] Sun Yuan 大道至简， 返璞归真 [cutoff co_thick="2px"] 2018 G-Summit客户体验峰会圆满落幕。 欢迎注册下载我们的演讲PPT！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SfnF"] Cui Xiao AI Needs a Home [cutoff co_thick="2px"] 2018 G-Summit客户体验峰会圆满落幕。 欢迎注册下载我们的演讲PPT！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="701U0000001QeCT"] A.I.面对面 智在必得 [cutoff co_thick="2px"] 2018 G-Summit客户体验峰会圆满落幕。 欢迎注册下载我们的演讲PPT！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SfQk"] Genesys Steve Rutledge 混合型AI 致胜未来 [cutoff co_thick="2px"] 2018 G-Summit客户体验峰会圆满落幕。 欢迎注册下载我们的演讲PPT！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SfQp"] [this_page_title] [cutoff co_thick="2px"] 如果雲可以從根本上改善客戶體驗、運營和結果呢？企業在聯絡中心中使用雲是有其原因的。 該電子書主要聚焦兩種小型聯絡中心：小企業聯絡中心以及大企業中的小型聯絡中心。從獨立研究報告中獲取關鍵洞察，來幫助您更好地向雲端轉型吧。選擇合適的解決方案，在您的預算範圍內實現企業整體能力的提升。只需三個月，您就可以實現投資回報。 下載電子書瞭解： 如何計算不同種類的小型聯絡中心的ROI以及投資回收期 在選擇雲供應商時應該考慮哪些因素 雲聯絡中心的三個常見疑惑 [mktoform cta_header="立即下载" cta_button="下载电子书" ar_status="dynamic" cid_id="7010B000001SdmX"] [this_page_title] [cutoff co_thick="2px"] 联络中心机器人演进路线是怎么样的？ 何时决定是否向客户提供Bot服务？ 客户上次与Bot交互时发生了什么？ 当会话需要转至人工客服时，如何做到无缝切换？ 若此时无人工座席该如何处理？ 如何将Bot报表与联络中心相关报表进行交叉关联？ 既有Bot对话如何利用已有的语音/文本分析？ 想了解上述问题的答案吗？赶快注册下载Genesys资深解决方案顾问尹徐的演讲PPT，看看Genesys混合型AI如何帮您打造智能联络中心，交付全渠道客户体验吧！ [mktoform cta_header="立即下载" cta_button="下载演讲PPT" ar_status="dynamic" cid_id="7010B000001SZcS"] Forrester研究报告：人工智能与人工服务 AI与人工座席强强联合，提升客户及座席体验 [cutoff co_thick="2px"] AI无法代替人工服务，但却可以处理众多简单重复的问题，减少座席的压力。Forrester咨询公司最新的研究报告分析了AI以及人工服务各自的优势及劣势，以及如何将两者结合起来，为客户提供期望的无缝的端到端服务。 下载报告了解全球各个企业是如何通过AI提升客户服务，发掘新的营收机会，应对各种挑战，以及为何混合了人工座席的解决方案具有重要意义。 下载研究报告查看使用AI提升座席生产力、座席满意度以及客户满意度的三大建议。 [mktoform cta_header="下载报告" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SVLg"] [this_page_title] [cutoff co_thick="2px"] 零售企业面临着电子商务带来的严峻挑战。电子商务改变了消费者的行为，越来越多的消费者通过在线以及移动应用的方式购物，市场新进入者也加剧了零售业的竞争。这就需要零售业彻底地提升客户体验。 为了满足客户需求，零售企业可能会部署在线渠道、邮件、即时消息、智能APP、呼叫中心、实体店等多种渠道。但从客户的角度而言，“渠道”是没有任何意义的架构。客户只是希望能以最便捷的方式与品牌交互，达到目的。 注册下载演讲PPT，看看如何从人员、系统、门店设计、门店服务、流程五个创新方面，来变革零售业，实现零售业转型，为客户提供卓越的客户体验。 [mktoform cta_header="立即下载" cta_button="下载演讲PPT" ar_status="dynamic" cid_id="7010B000001SQRb"] Genesys在《Ovum 决策矩阵: 多渠道云联络中心解决方案2017-18年度选择报告》中被评为领导者 轻松选对最合适的多渠道云联络中心 [cutoff co_thick="2px"] 云联络中心市场风云变幻，选择等于挑战 《Ovum 决策矩阵:多渠道云联络中心解决方案的2017-18年度选择报告》基于供应商的云全语音路由及多渠道客户服务的能力，能快速地辨别出领先的供应商。 为什么Genesys是全球领导者——为全球各个行业各种规模的企业提供优质解决方案。 阅读Ovum决策报告了解： 基于技术平台优势比较云联络中心解决方案 基于处理多渠道客户交互，通过企业数据分析连通客户的能力，对供应商进行对比 了解各个供应商的市场影响力，Genesys被评为领导者的原因 [mktoform cta_header="下载Ovum 决策矩阵报告" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SN8R"] [this_page_title] [cutoff co_thick="2px"] 罗马尼亚的许多零售商忽视了可以提升成交率，充当抵御购物车放弃行为“最后防线”的一些重要的在线工具：他们没有主动联系那些将商品放置在购物车中的有价值客户，导致购买没有完成。许多零售商还没有研究在购买过程中的客户行为，对潜在客户的信息一无所知。 Genesys近期进行了一项实验，在罗马尼亚的58个顶级在线或混合零售商的网站上进行了注册，并填写了邮件及电话号码信息，随后在购物车中添加将近854 LEI的商品，然后再放弃购物车。 如果您对我们的研究结果感兴趣，想要了解如何让客户完成在线购物，如何实现更多销售。欢迎下载我们的研究报告。 [mktoform cta_header="立即下载" cta_button="下载白皮书" ar_status="dynamic" cid_id="7010B000001YKac"] [this_page_title] [cutoff co_thick="2px"] 人工智能AI在处理简单问询以及自动会话方面速度惊人。但是只有AI解决方案并不足以打造最佳客户体验。客户有时需要只有人工座席才能提供的人类情感。 Genesys客户体验AI-Kate，将AI与人工服务混合，提升客户体验，赋能员工，极大地降低成本。AI技术与人类的无缝结合——“Genesys混合型AI”，在整个客户历程中为您实现最佳产出。 下载电子书，看看Kate以及混合型A如何能为您提供： 个性化的自助服务 连接客户会话 打造智能的座席体验 从小处着手，通过微应用快速部署 [mktoform cta_header="下载电子书" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SUQB"] [this_page_title] [cutoff co_thick="2px"] 客户关系是复杂的。但本不应该如此。您需要一种简洁、面向未来的方式将企业、客户以及员工彼此连接起来。 此时此刻，也许您正管理着凌乱的渠道及工具，但无法获取相应的洞察，打造无缝的会话。您感觉实现无缝的会话过于复杂，过于昂贵，令人沮丧。 Genesys PureCloud让客户关系变得简单。PureCloud是最先进的一体化云平台，将电话、邮件、聊天以及社交媒体渠道呈现在一个统一的、清晰的画面中，助您实现既定目标。 一个平台将员工、客户、所有渠道以及关键工具连接在一起 赋能员工，让员工满意，交付卓越的体验 打造强大的客户关系，促进企业成长 了解更多关于PureCloud的内容，请注册观看十分钟的演示视频。 [mktoform cta_header="观看演示视频" cta_button="立即观看" ar_status="dynamic" cid_id="7010B000001SUQG"] [this_page_title] [cutoff co_thick="2px"]看Genesys客户体验AI-Kate，是如何通过人工智能、机器人、微应用等交付个性化、主动化的客户体验，同时保留所有会话背景信息的吧！访问Genesys混合型AI了解更多信息。 [mktoform cta_header="立即注册" cta_button="立即观看" ar_status="dynamic" cid_id="7010B000001SUQQ"] [this_page_title] [cutoff co_thick="2px"]通过客户选择的渠道与之交互，节约客户时间。观看视频，了解Genesys客户体验AI-Kate如何助力 Facebook Messenger聊天机器人交付无缝的客户体验。更多信息请访问Genesys混合型AI。[mktoform cta_header="立即观看" cta_button="立即注册" landing_id="63090" cid_id="7010B000001SUQV"] [this_page_title] [cutoff co_thick="2px"]变革客户历程。观看视频，看看Genesys混合型AI如何在客户历程的任意接触点，通过Genesys客户体验AI——Kate驱动的主动聊天机器人与客户进行主动联系吧！ [mktoform cta_header="立即查看" cta_button="立即注册" ar_status="dynamic" cid_id="7010B000001SUQL"] [this_page_title] [cutoff co_thick="2px"]人人都会说他们部署了云平台，但正如大多数技术领导者所知，并非所有云皆生而平等。对企业的云服务进行评估时，必须充分了解真正的云2.0应用程序与传统软件之间的区别，包括二者分别寻求哪些实现功能以及这些功能的重要性。 下载电子书了解： 真正的云2.0平台为何比之前的平台更可靠、更具拓展性、更具灵活性、更安全。 基于微服务架构的平台的好处 如何打造可拓展的云联络中心平台，将企业业务提升至全新水平。 [mktoform cta_header="下载电子书" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SRla"] [this_page_title] [cutoff co_thick="2px"]在实现全渠道自助服务体验方面，自动化的确起着至关重要的作用，但对于卓越客户体验的交付而言，仅靠聊天机器人是无法理解所有东西或执行所有任务的。而人工智能与自动化技术的结合，可使机器人与座席人员实现无缝对接，进而达到改善客户体验的目的。 不知从哪儿开始？了解控制成本及满足客户期望的7大关键步骤，其中包括： 为自助服务赋予个性化及人物角色 授予企业用户对您的IVR进行快速修改的权限 利用自助服务渠道来提供对新产品的快速访问 [mktoform cta_header="下载高管简报" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSpT"] 中小银行会议演讲：混合型AI，为全渠道客户体验赋能 [cutoff co_thick="2px"] 数据、渠道以及自动化的爆炸性增长，改变了客户与企业的交互方式。 事实上，所有企业都在探索人工智能（AI）的应用方法，来提升企业盈利水平。但是，很多时候企业往往会忽略在将AI提升至全新高度，人扮演的关键角色。当企业将AI与人工服务混合，企业就可以跨越整个客户历程提升客户体验，实现企业目标。 看Genesys如何将AI与人工服务结合，打造混合型AI，交付卓越客户体验！ [mktoform cta_header="下载PPT" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSuO"] 走进标杆 全球领导品牌如何平衡人才与技术，打造卓越客户体验 [cutoff co_thick="2px"] 对于那些致力于保持卓越客户体验及品牌价值的全球性企业而言，成功部署并管理广泛的客户体验技术至关重要。能否有效地解决技术解决方案的有效性问题，是企业能否成为全球客户体验领导者的分水岭。新技术一定要平衡投资与人力资源之间的关系。 《麻省理工科技评论》面向全球550多位高管进行了一项调研，主要调研问题包括这些高管在打造客户体验流程时所面临的压力；以及应对这些挑战，不断提升客户交互所部署的工具及策略，这篇报告是此次调研的核心发现。 阅读该报告，查看详细内容： 标杆企业与其他企业的战略性差异 基于市场成熟度以及客户期望，各地区战略有何差异 未来的创新管理及技术采用 通过人才与技术，如何成本标杆 [mktoform cta_header="下载报告" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSvv"] Genesys和Frost & Sullivan数字化转型中的客户体验研讨会及媒体交流会演讲PPT [cutoff co_thick="2px"] 移动、云计算、物联网、人工智能等技术的快速发展，正掀起各行各业的革命。数字、物理和生物世界不断融合，万物互联已不再遥远。数字化时代深刻地改变了我们的生活方式，各行各业也必将经历彻底的变革！ Frost & Sullivan研究表明，预计到了2020年，客户体验将超过价格和产品，成为关键的品牌差异化因素，70%以上的财富500强企业计划提供“产品即服务”，企业将从建设规模经济向建设平台经济转型。数字化正变革着联络中心，客户与企业的交互方式正发生着巨大的变化，如何集成新兴技术实现客户体验成为众多企业关注的话题。 欢迎注册下载我们的演讲PPT，看看在数字时代，如何打造卓越的客户体验吧！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSoV"] 打破全渠道 客户交互的10大谬论 [cutoff co_thick="2px"]过去的呼叫中心有些已经演进为了多渠道联络中心，少数发展为了全渠道交互中心。理解“多渠道”与“全渠道”之间的差异，是设计并交付满足当今技术通客户期望的全渠道客户体验的关键。 阅读该电子书，看看全渠道客户交互的10大谬论都有哪些： 多渠道联络中心与全渠道联络中心毫无差别 全渠道客户交互是CRM系统应该承担的责任 部署全渠道客户交互既复杂又昂贵 [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSw0"] 全渠道客户交互指南 [cutoff co_thick="2px"] 客户与品牌交互的渠道愈加多样化，但核心诉求只有一个：一致性、个性化的体验。全渠道渠道对客户全天候可用，对于联络中心客户服务提供商而言，管理全渠道可服务服务，不论客户选择何种渠道与企业交互，都能为其提供无缝、知情的客户体验至关重要。 阅读该电子书来了解： 驱动全渠道客户交互的三个关键步骤 支持客户跨所有渠道便捷、无缝切换的工具 跨所有客户交互类型，包括数字及语音渠道，实现实时可见性带来的收益 [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSw5"] 并非所有客户体验平台生而平等 寻找天才的五大特质！ [cutoff co_thick="2px"] 选择合适的技术，跨所有数字及语音渠道设计编排客户交互是交付轻松卓越的全渠道体验，满足客户预期的关键。 阅读该电子书，学习如何： 现代化您的联络中心基础设施，提高劳动力效率，交付个性化的客户体验 通过统一化的平台，跨所有数字及语音渠道编排全渠道客户历程 对客户体验平台最重要的五项功能进行评估 [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSwA"] 未来学家Gerd Leonhard演讲——技术与人性 [cutoff 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Plantronics缤特力大中华区企业市场高级总监马伯涛演讲——缤特力 不断创新前行 [cutoff co_thick="2px"]欢迎注册下载！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSwe"] BOSCH中国区项目经理卢晓恒演讲——博世服务解决方案 [cutoff co_thick="2px"] 欢迎注册下载！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSwj"] 微软大中华区Dynamics产品总经理卢东明演讲——微软云端智能商务应用M [cutoff co_thick="2px"]欢迎注册下载！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSwo"] eSOON产品经理李东华演讲——亿迅云间互联 [cutoff co_thick="2px"]欢迎注册下载！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSwt"] Ctrip携程金融事业部大数据实验室副主任金欣煜演讲——从大数据到人工智能 [cutoff co_thick="2px"]欢迎注册下载！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSwy"] Meituan美团大众点评黄炳胜演讲——技术创新助力 服务体验提升 [cutoff co_thick="2px"]欢迎注册下载！ [mktoform cta_header="立即下载" cta_button="立即下载" ar_status="dynamic" cid_id="7010B000001SSx3"] COPC中国区总监崔晓演讲——顾客服务的转型成长 从保驾护航到体验增值 [cutoff 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cta_button="点击下载" ar_status="dynamic" cid_id="7010B000001gIsT"] 交付卓越的客户体验 [cutoff co_thick="2px"]随着旅游以及酒店行业竞争的日益加剧，客户的沟通与保留变得尤其重要。 那些在整个客户历程中，能够跨越多个渠道及接触点，为客户交付一致体验的公司能在原先的购买基础上得到并保留更多的客户。 下载这本电子书，了解： 为什么优化客户体验已经成为增加收益和客户满意度的关键 打造完美的客户体验的五大基本要素 完成五大要素将怎样帮助企业在全球范围内交付一致性的体验 [mktoform cta_header="立即下载" cta_button="提交" ar_status="dynamic" cid_id="7010B000001YJg5"] 物联网 帮助企业重塑客户体验交付 [cutoff co_thick="2px"]尽管客户历程中全渠道交互可以跨所有接触点和交互，对于加强客户体验至关重要。但许多企业却因“信息孤岛”问题而裹足不前。通过促进跨自然环境与数字环境（移动、网络、社交媒体、自助服务及视频）之间的客户历程融合，物联网能够助力企业持续交付个性化、前瞻性及富有成效的客户体验。 下载白皮书，了解更多关于： 物联网赋能客户体验，获得更多商业收益 发展物联网客户体验战略时，企业需要考虑的五大关键问题 企业实施采用物联网的关键激励因素，驱动因素及准备情况 [mktoform cta_button="提交" ar_status="dynamic" cid_id="7010B000001YKaX"] 物联网 您的企业是否做好了将物联网与客户体验相融合的准备 [cutoff co_thick="2px"]在即时性的时代，企业需要利用所有接触点的客户洞察力来推动业务战略。将物联网引入客户体验历程之前，企业应仔细评估其准备情况。 通过最新的物联网客户体验指标 (IoT-CXI)，企业能确定其实现物联网客户体验的成熟度，以衡量其发展状况。 浏览信息图表，对照比较一下您的企业情况 [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="7010B000001YKac"] 三步打造“实体数字化”的全渠道、个性化购物体验 [cutoff co_thick="2px"] 随着智能手机越来越无可取代，许多零售商将部署移动优先的战略作为其第一要务。同时，他们继续扩张他们提供的数字，商店和联络中心的渠道数量，并采用新的混合模式，如“phygital（实体数字化）”。 然而，这也促使购物者在单次购买旅程中越来越多地使用多个渠道。 如今，消费者想要在这些渠道之间无缝移动，无论是用于研究，比较，采购或售后支持。 那么，如何在这个全渠道零售领域保持一致，个性化和互动的体验，从而无缝地提供良好的客户体验，并有效地提高销售额？ 下载此电子书以了解如何： 更有效地管理消费者在渠道内和跨渠道的旅程：数字，电话和面对面 主动与消费者互动，减少他们的劳力，提高效率 通过在全渠道环境中持续管理消费者体验，提高收益 [mktoform cta_header="获得电子书" cta_button="下载" ar_status="dynamic" cid_id="7010B000001YI2i"] Genesys零售业解决方案: 让零售客户体验的价值最大化 [cutoff co_thick="2px"] 技术改变了消费者的行为，并从根本上改变了零售业务，实体店、在线网站以及移动应用相互交织带来了不同的客户体验。 尽管网络以及移动商店可以简化购物体验，客户如果找不到合适的产品或者快速得到帮助，也会失去兴趣。同时客户也可能在其他地方找到更好的产品，从而终止与企业的交易。事实上，购物车放弃行为每年为零售业带来的销售损失高达1.79万亿美元。 这一份Genesys零售业解决方案将帮助您解决在线购物车放弃引发的1.79万亿美元损失的难题，通过5步打造更佳的客户体验。 赶快下载，与Genesys一道提升客户的购物体验吧！ [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="7010B000001YG3C"] 历程设计电子书：由外而内交付卓越客户体验 [cutoff co_thick="2px"] 客户与企业进行交互的原因多种多样，比如购买产品、登陆管理账户、或者是获取支持。客户的每一个交互都是一段历程，可能会包含网站、呼叫中心、移动设备或者社交媒体等多个渠道。 客户历程管理是全渠道客户交互技巧的一种，其包含从客户视角出发，由外而内地提升对企业最为重要的客户历程的客户体验。 下载该电子书，学习一下如何： 设计低费力度、主动、个性化的客户历程 通过历程设计提升客户体验 虚拟化以及交付卓越客户体验 [mktoform cta_header="现在下载" cta_button="提交" ar_status="dynamic" cid_id="7010B000001YEd6"] 打造全渠道客户交互的技术路线图 请填写右侧表格，下载执行简报。 [cutoff co_thick="2px"] 曾经便于管理的呼叫中心，逐渐成为由多个供应商提供的孤立的数字化渠道、语音渠道的杂乱拼接， 带来了大量的技术难题以及支离破碎的客户体验。 该执行简报在以下方面为您提供指导： 采用交互系统打造全渠道客户服务 通过客户体验平台为自助服务及人工服务渠道奠定基础 交付个性化的客户体验满足当今技术型客户的期望 [mktoform cta_header="获得执行简报" cta_button="现在下载！" ar_status="dynamic" cid_id="701U0000001YBsF"] 传统ACD——升级还是抛弃？ 企业为什么选择基于SIP的联络中心 [cutoff co_thick="2px"] 为企业的联络中心基础设施选择合适的技术是令人头痛的事情。企业应该升级传统的呼叫中心ACD及其应用吗？或者，现在是不是向基于SIP的客户体验平台迁移，实现强大的全渠道功能的最佳时机？ 通过基于SIP的联络中心解决方案来现代化您的呼叫中心基础设施，是交付一流的客户服务的基础。 下载白皮书，了解一下： 传统呼叫中心ACDs的局限性 基于SIP的联络中心解决方案的收益 SIP提升效率/降低成本确保企业提供最优的客户服务的现实案例 [mktoform cta_header="下载白皮书" cta_button="现在下载" ar_status="dynamic" cid_id="701U0000001Y8Au"] 银行业向无缝全渠道客户体验转型必备指南 [cutoff co_thick="2px"] 在银行业，几乎所有部门的客户都希望获得最及时的通知服务。客户期望全渠道客户体验，希望不管是通过网络、移动APP或者是在支行内，与之沟通的银行工作人员都能深入了解自己的交互历史。 那么，银行业该如何打造全渠道客户体验，满足客户需求，提升客户忠诚度，实现企业的品牌承诺及价值呢？ 下载电子书学习一下如何才能： 识别目标客户细分群体，为其设计难忘的体验 在现有历程与理想历程之间执行差距分析 部署设计高效客户历程的最佳实践 [mktoform cta_header="现在下载" cta_button="现在下载电子书" ar_status="dynamic" cid_id="701U0000001Y8px"] 为何现代化的联络中心必须通过全渠道交互的六个理由 [cutoff co_thick="2px"] 提供一种全渠道的客户体验是当今联络中心高管的头等大事。如何做到是一个挑战。 这一次的ICMI执行问答请到了以下行业专家：联络中心行业分析师Sheila McGee-Smith，UPMC健康计划客户交互注册服务高级经理Anne Palmerine，以及Genesys的主题研究专家Chris Horne，他们共同讨论了： 全渠道与多渠道有什么不同 提供全渠道体验的障碍以及如何克服他们 在客户体验平台需要找到些什么来支持全渠道客户体验 [mktoform cta_header="获取执行简报" cta_button="立即获得！" ar_status="dynamic" cid_id="701U0000001fSpI"] 向全渠道客户服务转型浪潮下，联络中心管理员生存指南 [cutoff co_thick="2px"] 您的联络中心做好交付全渠道客户服务的准备了吗？您知道会出现哪些危险与误区吗？您拥有创建360度的客户视图来准确地预测客户需求，创建全渠道愿景所需的实践指导及必备知识吗？ 下载这份生存指南，您将了解： 对于设计和交付全渠道客户服务的六种最好的实践 实施全渠道客户服务的3Rs—资源 （Resource），路由（Routing）和报表（Reporting） 进军全渠道联络中心之后你能取得的商业成就 [mktoform cta_header="请求一次演示" cta_button="立刻下载！" ar_status="dynamic" cid_id="701U0000001fQlJ"] FORRESTER TEI研究 Genesys 全渠道交互中心方案(企业版)的总体经济影响研究（Total Economic Impact™） 基于多个企业的成本节约及业务价值分析 [cutoff co_thick="2px"] Forrester总体经济影响 (TEI)研究，检验了企业部署Genesys全渠道交互中心方案（企业版）所能实现的潜在投资回报率（ROI）。 Forrester针对全球多家企业客户进行了访谈，这些企业客户都与Genesys合作来打造现代化联络中心，跨越所有语音及数字渠道、接触点、历程，实现全渠道客户体验。Forrester TEI研究表明，这些企业客户投资回报率高达158%，收回投资回报周期仅为12.8月。 下载该报告，学习一下如何在财务上评估全渠道交互中心的投资，以及如何实现以下收益： 整合全新的联络中心座席所需成本降低50% 在客户历程关键节点，客户放弃购买率下降50% 座席处理交互时长下降12.5% *由Forrester咨询公司代表的Genesys，2016年2月进行的一项研究委托 [mktoform cta_header="Get the Study" cta_button="Get it now!" ar_status="dynamic" cid_id="701U000000168ki"] 打造面向未来的银行网点 [cutoff co_thick="2px"] .mktoButton{ min-width: 100px; } 银行的交易越来越多地转向网页及移动应用，银行线下支行的角色也向咨询中心转变。如何通过创新最大化地发挥线下支行的作用？如何将呼叫中心打造成功能强大的分支机构？如何均衡地分配线下支行与呼叫中心的工作量，以实现效率最大化？ 下载本篇免费白皮书，Genesys将告诉您如何通过以下方式提升零售银行的客户体验： 不论客户使用何种渠道——网页、移动、线下支行，均为其提供一致、无缝的客户体验 确保线下支行业务代表能够跨所有渠道获得客户交互的所有背景信息 识别出高价值客户，不论客户在哪里，可通过客户偏好的渠道将客户优先路由至他们的个人理财顾问 跨支行网点与呼叫中心，通过远程客户交互路由，提升员工利用率 [mktoform cta_header="立即注册" cta_button="提交" ar_status="dynamic" cid_id="701U00000019xng"] IP/SIP联络中心最佳实践 助您拓展企业能力 [cutoff co_thick="2px"] button.mktoButton{ min-width: 100px; } 如今， 提供卓越的服务意味着要与客户进行全新的交互,提供个性化的体验。实现上述全新交互的基础，要有基于SIP的多渠道现代化联络中心解决方案，通过虚拟和在家办公座席拓展企业能力。 这个免费的指南包含业界实施SIP方案的最佳实践案例。 Genesys的客户ZON（一家领先的付费电视、宽带、移动和固话公司）通过他们的经历验证了这些最佳实践。通过该指南您可以了解到： 设计一个提高未来业务增长的服务环境 制定全面的客户服务战略 根据业务目标，调整服务运营的演进步伐 根据不同的业务阶段，选择最佳的应用程序 保护你的投资 企业应当超越联络中心，不断拓展企业能力，提升客户服务水平。想要了解更多关于SIP最佳实践的内容， 现在就下载这本指南吧。 [mktoform cta_header="立即注册" cta_button="提交" ar_status="dynamic" cid_id="701U0000001QehE"] 经济学人智库报告 体验的价值，了解数字时代客户体验对决策层的价值 [cutoff co_thick="2px"]“客户是唯一的老板”,Sam Walton, 沃尔玛的创始人说过：“如果不把钱花在客户身上，他可以开除公司从董事长到下面的任何一个员工。” 经济学人智库 (EIU) 近期开展了一个调查，访问了全球的企业如何管理他们的客户体验 (CX) ，包括22个国家，近516位总裁级别的高管 。 客户体验的未来投资的优先顺序 推动客户体验的负责人 衡量客户体验 客户偏爱的客户体验渠道 如果客户体验优秀，可以降低成本，提升收入、利润和客户满意度 即刻下载，为下一代的客户体验做好准备 全球高管的总结 北美、拉美、欧洲和亚太地区高管的观点 亚太地区高管总结 澳洲、中国、香港、印尼、日本、新西兰、菲律宾、新加坡、台湾、泰国和越南高管的观点 [mktoform cta_header="即刻下载" cta_button="即刻下载" ar_status="dynamic" cid_id="701U0000000oYoN"] 用户即网民，如何实施数字客户体验转型 [cutoff co_thick="2px"]传统的客户和数字客户之间的差距在拉大。需要提供一个轻松的全渠道客户体验的技术（CX）和传统的客户服务要求不同。 数字转型是CX的未来。你如何投资CX，可以打造强大的竞争优势。 在这个发人深省的报告中，布瑞恩-索利斯，一个数字化时代的分析师展望未来，帮助您识别传统和数字化客户体验的差距，实现一个端到端的数字化转型。现在下载。该报告还包括数字转型工作清单。 [mktoform cta_header="得到报告" cta_button="" ar_status="dynamic" cid_id="701U0000000oSwM"]
h1|Keep up to date with the latest advances in contact center and customer experience
h2|特色资源
h3|客户体验蓝图
h4|我们的技术 我们的方法 性能 产品 Genesys 的优势 关于我们 我们可以为您提供帮助 浏览 亚太地区电子经济的客户体验优先事务 亚太地区的 BPO：创新增长 Genesys 和 Google 云：将联络中心 AI 融入生活之中 “体验经济”时代，与“超级独角兽”共舞 美的 – 全球呼叫中心能力搭建 Genesys – 云卷云舒，适“云”而生 Genesys – 战略与创新 – 有云乃大 Genesys – 微服务、云原生 小i机器人 – 拥抱智能化呼叫中心 各行业标杆客户分享 滴滴出行 – 数字赋能服务改善 体验驱动业务增长 京东到家 – 站在“疫”起， 疫情下的运营管理 平安科技 – Genesys在平安的实践 How Lenovo AP CEC Sustain Services Over COVID-19 同程旅行 – 逆境下的“服务”创新 捷信 – 技术赋能业务 齐心共克难关 CX-Tour-小米有品-疫情之下，如何守护用户体验 企业联络中心出海最佳方案 – Genesys Cloud Genesys助力租租车搭建出海全媒体客服中心 Genesys Outbound 亚太地区电子经济的客户体验优先事务 资料分享 – 5G时代视频坐席新体验 Genesys携手亿迅 亚太地区的 BPO：创新增长 Genesys 和 Google 云：将联络中心 AI 融入生活之中 资料分享 – 5G时代下的客户新兴渠道接入及在线视频业务办理 保险时代4.0 – 亚太地区客户的优先体验 全球 AI 议程 – 数据共享的前景、现状与未来 资料分享 – 实况演示，如何提高远程工作质量 新基建释放Ai新动能，个性化智能客服显身手 Gartner《2020年劳动力交互管理魔力象限报告》 2020 年三大客户服务趋势：融合 AI 和座席以带来更好的体验 支持居家座席 按需租用云方案 錢來錢往 ⽣⽣不息 – 交付成功客戶體驗的四則企業案例 Genesys联手奥科灾备呼叫中心解决方案资料分享 居家/远程座席，运营管理之挑战与对策 劳动力交互管理：如何通过劳动力交互创造最佳客户体验 Genesys获评联络中心基础设施领导者 打造企业客户服务中台-资料下载 演讲材料 – “云的解析”在线研讨会 G Summit-同程艺龙-聚焦“新客服” G Summit – 达达-京东到家 “经验体验，如何打造峰值体验” G-Summit – Genesys AI 优化体验历程 G-Summit – GenesysAI 未来客户体验 G-Summit – Genesys亚太发展战略 G-Summit – Genesys感性体验，智慧之旅 使用人工智能更好实现客户历程的三种方法 至优之选 甚于知己 敬畏初心，智理有方 – 演讲材料 长风破浪会有时 – 论Genesys Outbound 为联络中心选择Genesys客户体验平台的十大原因 在线研讨会 – 演讲材料fintech-meet-cxtech 全渠道桌面 为联络中心座席赋能 G遇勇进 传统呼叫中心的平安转型 – 演讲材料 Genesys规范性迁移 迁移流程简单，ROI成绩卓著 怎样算是 2019年 令人满意的 客户服务？ 通过卓越客户体验创造竞争优势 PureEngage Innovations PureConnect Innovations 改善端到端客户体验的三种策略 聊天机器人增强用户体验的三种方式 AI驱动自助服务，取得更好业务成果 亚洲人工智能议程：商业人工智能 统一的联络中心基础设施和劳动力交互管理解决方案供应商助力企业获得成功 利用人工智能交付卓越客户体验的十大方法 亚洲人工智能议程：生态系统 MIT全球报告：人类+机器人：不安与机遇 演讲材料 – Genesys和AudioCodes联手打造 – WebRTC，客服云上见 金融服务机构如何利用人工智能改变客户体验 千禧一代之后：银行如何为新消费者做准备 为什么员工参与度是赢得卓越客户体验的关键 采用现代技术解决方案推动市场营销和客户体验相融合 采用现代技术推动市场营销和客户体验相融合：聚焦零售与电商行业 采用现代技术推动市场营销和客户体验相融合：聚焦银行、金融服务与保险行业 采用现代技术推动市场营销和客户体验相融合：聚焦医疗与制药行业 Forrester研究显示，客户体验技术投资对于推动企业成功非常重要。 PureConnect 一体化的客服体验历程 Frost & Sullivan: 从传统技术到下一代的 IVR PureConnect 一体化的全渠道解决方案 教育行业解决方案分享 客户体验，智在必得 与Genesys携手打造无缝、轻松和个性化的服务体验 Forrester TEI研究亮點: 從落後的雲平臺遷移的企業 预测式路由 PureCloud外部連絡人解決方案 珍惜每一次客户联络 – Tsoi Anne HKT（Chinese） Every Customer Contact Counts – Tsoi Anne HKT（English） 利用MicroStrategy平台 打造数据优势的未来智能企业 – Chris Lam MicroStrategy 大道至简， 返璞归真 – Sun Yuan 美团 AI Needs a Home – 崔晓 COPC A.I.面对面，智在必得 – Roger Genesys 混合型AI 致胜未来 – Steve Rutledge Genesys PureConnect for Salesforce (Simplify) PureConnect for Salesforce (Traditional) Genesys订阅服务 小型雲聯絡中心的實質 “智”在必得——Genesys混合型AI打造卓越客户体验 Forrester研究报告：人工智能与人工服务 为零售业开启卓越的客户体验 零售业转型——来自联络中心的创新理念 Genesys在《Ovum 决策矩阵: 多渠道云联络中心解决方案2017-18年度选择报告》中被评为领导者 研究表明多数零售商忽视了在线销售中购物车的放弃行为 混合型AI打造 卓越客户体验 PureCloud让客户关系更加简单 Genesys混合型AI——自主管理会话 Genesys混合型AI—— Facebook Messenger聊天机器人 Genesys混合型AI——主动聊天机器人 并非所有云皆生而平等： 揭开云2.0平台背后的秘密？ 交付全渠道自助服务的7大步骤：打造个性化体验 中小银行会议演讲：混合型AI，为全渠道客户体验赋能 如何成为客户体验领导者——走进标杆 Genesys 绩效基因图谱（Performance DNA）助力企业提升业务绩效及运营水平 Genesys和Frost & Sullivan数字化转型中的客户体验研讨会及媒体交流会演讲PPT 打破全渠道 客户交互的10大谬论 全渠道客户交互指南 并非所有客户体验平台生而平等 寻找天才的五大特质！ 未来学家Gerd Leonhard演讲——技术与人性 BT英国电信解决方案构架师郑博演讲—— The Digital Possible Orange法国电信中国区业务拓展经理赵立军演讲——云服务开启随需而动的客服体验 StarTimes四达时代集团运营支撑部总监张金兴演讲——四达时代-GENESYS 合作与共赢 EGOO易谷网络首席运营官岳欣演讲——易谷网络全媒体智慧联络体验 Plantronics缤特力大中华区企业市场高级总监马伯涛演讲——缤特力 不断创新前行 BOSCH中国区项目经理卢晓恒演讲——博世服务解决方案 微软大中华区Dynamics产品总经理卢东明演讲——微软云端智能商务应用 eSOON产品经理李东华演讲——亿迅云间互联 Ctrip携程金融事业部大数据实验室副主任金欣煜演讲——从大数据到人工智能 Meituan美团大众点评黄炳胜演讲——技术创新助力 服务体验提升 COPC中国区总监崔晓演讲——顾客服务的转型成长 从保驾护航到体验增值 Genesys亚太业务咨询首席顾问Prashanth Sreetharan演讲——Genesys员工参与 Genesys亚太业务优化方案负责人Philip Alderson演讲——CX战略和后台管理 Genesys亚太区高级副总裁Keith Budge演讲——喜悦的客户，成功的历程 Genesys亚太数据方案负责人Jean-Marc Provost演讲——Genesys数字客户交互 Genesys市场高级副总裁Bruce Eidsvik演讲——品牌新体验，携手共发展 Genesys产品市场高级副总裁Steve Rutledge 演讲——客户体验，路在何方 现在就开始规划2021年的客户服务吧 超级互联时代的客户交互 Genesys亚太区首席业务顾问王俊海演讲——实现全球最佳客服体验 交付卓越的客户体验 物联网的客户体验 物联网的客户体验 三步打造“实体数字化”的全渠道、个性化购物体验 Genesys零售业解决方案: 让零售客户体验的价值最大化 历程设计电子书：由外而内交付卓越客户体验 全渠道客户交互技术的路线图 传统ACD——升级还是抛弃？ 银行业向无缝全渠道客户体验转型必备指南 经济学人智库 – 按需服务： 客户服务的未来 为何现代化的联络中心必须通过全渠道交互的六个理由 向全渠道客户服务转型浪潮下，联络中心管理员生存指南 Forrester研究揭密全渠道交互中心的收益 Genesys 全渠道交互中心方案(企业版)的总体经济影响研究 打造面向未来的银行网点 IP-SIP联络中心最佳实践 助您拓展企业能力 体验的价值，了解数字时代客户体验对决策层的价值 Genesys 语音平台介绍 Genesys 移动交互产品介绍 Genesys与微软商用版Skype统一通信 用户即网民，如何实施数字客户体验转型 现场协助 现场协助
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pa|ジェネシスのコールセンタープラットフォームは、迅速なイノベーションを可能にし、あらゆる業界や企業規模に対応します。 ジェネシスは常にイノベーションを行っています。カスタマーエクスペリエンスおよび従業員エクスペリエンスの最新情報をご覧ください。 ジェネシスのソリューションが現代のセキュリティー基準以上を達成する方法をご確認ください。 当社のAppFoundryマーケットプレイスから、機能と価値を素早く追加できます。 APIを直接使用せずに機能を拡張できます。プログラミングは必要ありません。 クラウドからクラウドへのシームレスな移行に必要なツールについては、専門の担当者がご対応します。 豊富な経験、専門知識、パーソナライズされたプランにより、スムーズなクラウド移行を実現します。 ジェネシスによるエクスペリエンスをさらに向上させましょう。何が実現できるかをご確認ください。 卓越したカスタマーエクスペリエンスを容易に実現するソフトウェアを使用して、コールセンターを運営しましょう。 Genesys AIを使用して、CXのレベルをスケールアップさせ、貴社のコンタクトセンターのクオリティを向上させましょう。 アプリや連携機能を活用してカスタム・コールセンターを構築できます。 顧客が希望するメッセージングアプリで会話を継続します。 卓越した自動化により、24時間年中無休のセルフサービスサポートを顧客に提供できます。 自然言語理解を備えた、優れたボットにより、スマートなセルフサービスを実現します。 貴社Webサイトでライブチャット機能により会話を開始、リアルタイムに問題を解決します。 プレディクティブルーティングでは、データを有効活用します。 シームレスなオール・イン・ワンのコールセンターソリューションにより、緊密に連携したエクスペリエンスを可能にします。 競争力に優れたカスタマーエクスペリエンスとデジタル変革をあらゆる規模で実現します。 Genesys製品を導入した企業の改善点をご覧いただけます ヘッドセットを付けたヒーローを生み出しましょう。オペレーターは基準を超えたサービスを提供します。 継続的な学習とイノベーションがカスタマーエクスペリエンスの専門家コミュニティーを構築します。 共感に基づいたCXの構築—信頼とロイヤルティーを形成するために。 ジェネシスのコールセンターおよびカスタマーエクスペリエンスに関する各種ソリューションが、いかにビジネスの成功に役立ってきたかをご確認ください。 最適なジェネシスのパートナー会社を見つけるか、パートナーネットワークにご参加ください。企業が目標を達成するお手伝いをします。 ジェネシスが世界中の11,000社もの企業から信頼されている理由をご確認ください。 良質なCXを構築する方法をご覧になれます 顧客が望む場所でサービスを提供し、生産性の高いカスタマージャーニーへと導く方法をご確認ください。 サポート業務は素晴らしい仕事です。サポートチーム全体の能力を向上させる方法をご確認ください。 カスタマーエクスペリエンスのテクノロジーを最大限に活用して、目標を達成し、顧客を満足させましょう 販売、マーケティング、サポートにおけるアプローチを連携させて、顧客を獲得し維持しましょう。 ジェネシス製品によりCXを改善された事例を多数ご紹介します カスタマーエクスペリエンスを改善し、お客様との絆を強める方法をご紹介します。 ジェネシス・ジャパンの最新ニュース、プレスリリースをお届けします データに基づく顧客や従業員の最新動向や、業界のキーパーソンから寄せられたインサイトなどをご紹介します。 デモをリクエスト 導入事例 お問い合わせ Webセミナー コンタクトセンター・ソリューションについての詳しい資料や活用方法をはじめ、 グローバルに活動するジェネシスならではの国内外の動向をまとめた業界レポートやデータシートなど、 貴社のビジネスに役立つ多彩なコンテンツがご覧になれます。ぜひ、ご活用ください。 eBook 調査レポート eBook CXリーダー企業がジェネシスを選ぶ理由とは？ Check out the story Check out the story Check out the story Check out the story Check out the story Check out the story Check out the story Check out the story eBook 調査レポート eBook eBook eBook Article Article Article Article 調査レポート チェックリスト ホワイトペーパー eBook 動画 eBook eBook eBook 調査レポート Article 業界レポート Article Article eBook 動画 動画 業界レポート 調査レポート 業界レポート eBook インフォグラフィック 調査レポート データシート eBook エグゼクティブブリーフ チェックリスト データシート 調査レポート eBook eBook eBook 動画 eBook eBook eBook eBook eBook eBook 動画 Brochure Brochure Brochure eBook ホワイトペーパー 動画 動画 動画 実用ガイド・実例集 動画 ホワイトペーパー ホワイトペーパー 調査レポート ホワイトペーパー ホワイトペーパー ホワイトペーパー データシート データシート ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー 記事 記事 記事 インフォグラフィック 調査レポート 業界レポート 業界レポート 業界レポート 調査レポート 調査レポート 調査レポート 調査レポート インフォグラフィック ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー eBook 動画 調査レポート eBook eBook 調査レポート eBook eBook eBook ホワイトペーパー eBook ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー ホワイトペーパー 調査レポート eBook 調査レポート 調査レポート 調査レポート eBook 業界レポート 業界レポート eBook eBook eBook eBook eBook eBook ホワイトペーパー ホワイトペーパー インフォグラフィック ホワイトペーパー ホワイトペーパー 動画 動画 動画 eBook データシート eBook Genesys Cloudについての詳細や、導入・運用・料金などについてご質問など、 あらゆるお問い合わせにお答えします。お気軽にご相談ください。 ジェネシスは世界100カ国以上において、毎年700億件以上の卓越したカスタマーエクスペリエンスを支えています。クラウドとAIのパワーを通じて、ジェネシスのテクノロジーはマーケティング、セールス、サービスのすべてのチャネルにおけるカスタマーモーメントをつなぐとともに、従業員の体験も改善します。ジェネシスはExperience as a Service のパイオニアとして、すべての企業が規模を問わず真のパーソナライゼーションを大規模に実現し、共感を持ってかかわり、信頼とロイヤリティを育むことができるように取り組んでいます。これを実現するGenesys Cloudは、パブリック・クラウド・コールセンター・プラットフォームを世界でリードするオールイン・ワン・ソリューションとして、迅速なイノベーション、スケーラビリティ、柔軟性を提供します。 Copyright © 2021 Genesys. All rights reserved.
di|株式会社 東京個別指導学院 様 Genesys Cloud導入事例 コロナ禍に伴うコンタクトセンター業務の在宅化を Genesys Cloudで迅速かつスムーズに実現[orangebar]個別指導塾大手として近年順調な成長を遂げている東京個別指導学院では、最大の顧客接点としてコンタクトセンターの運営に力を入れてきました。しかし「キャパシティ」や「働き方」などの業務課題に直面したことを受け、ジェネシスの「Genesys Cloud」の導入を決断。コンタクトセンター業務のテレワーク化を進めました。その結果、コロナ禍に直面した際にもコンタクトセンター業務をスムーズに在宅勤務体制に移行できています。はたして、成功のポイントはどこにあったのでしょうか？導入後の成果： 拠点分散化による業務キャパシティの増大 災害等に備えた事業継続性が向上 オペレーターの働き方改革が促進 サービス品質とコスト削減を同時に実現 コロナ禍においても事業継続とサービス品質維持を実現 [fiblock]課題： 問合量の増加に伴うキャパシティ確保の必要性 自然災害に備えるためのBCP体制の強化 働き方改革のための在宅勤務体制の整備 [cutoff co_thick="2px"]ソリューション： クラウドPBXでコストを抑えながら拠点を分散化 在宅勤務や拠点分散化に耐え得るネットワークインフラを整備 導入と同時に在宅勤務の試験運用を開始 コロナ禍発生に伴う在宅勤務体制へのシフト [cutoff co_thick="2px"][genesysbutton gb_size="medium" gb_align="align-center" gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F%E3%82%B8%E3%82%A7%E3%83%8D%E3%82%B7%E3%82%B9%E3%83%BB%E3%82%B8%E3%83%A3%E3%83%91%E3%83%B3_%E6%9D%B1%E4%BA%AC%E5%80%8B%E5%88%A5%E6%8C%87%E5%B0%8E%E5%AD%A6%E9%99%A2%E6%A7%98%E3%80%80%E4%BA%8B%E4%BE%8B.pdf|title:%E5%B0%8E%E5%85%A5%E4%BA%8B%E4%BE%8B%E3%81%AE%E8%A9%B3%E7%B4%B0%E3%82%92%E8%AA%AD%E3%82%80"][cqblock] ブラザー販売 様 Genesys Cloud導入事例 Genesys Cloud によるコールセンター変革がブラザーの次なる成長戦略を前進させる[orangebar]ブラザーグループの国内マーケティングカンパニーとして、プリンターや複合機の販売などを行うブラザー販売。社会環境の変化に対応すべく、一般消費者向けのビジネスから、法人向けビジネスへの拡大・強化に取り組んでいる最中だという同社では、昨年11 月にコールセンターのシステムを刷新。プライベートクラウド型の「CT（I Computer TelephonyIntegration）」からGenesys Cloud へのリプレイスが実施されました。今回はブラザー販売株式会社、CS 推進部 コールセンター 担当 野坂健三氏に、リプレイスの狙いや同社のビジネスにおいてコールセンターが果たすべき役割についてお話を伺いました。導入後の成果： ランニングコスト削減分を、コミュニケーターの育成強化など、サービスの品質向上につながる投資へ転換 管理負担は従来の2 分の1 に軽減 折り返し電話の予約サービスなどで、サービスの品質向上と作業の効率化を実現 オムニチャネル化により顧客が自己解決を促す仕組みを実現 新型コロナウイルス感染拡大による在宅勤務の環境構築にも貢献 [fiblock]課題： コールセンター業務にシーズンによる繁閑差があり、コストに無駄が生じている ルーティング（入電経路）の変更などに、作業工数がかかり、迅速な対応が難しい 管理負担が大きい 機能がアップデートされず、やりたいことが実現できない ビジネス強化のためにコールセンターのオムニチャネル化・効率化が必要 [cutoff co_thick="2px"]ソリューション： Genesys Cloud の柔軟な料金体系によりコストを最適化 Genesys Cloud の管理機能により、ルーティングの変更などが、柔軟かつリアルタイムに実現可能に。管理負担も大幅に削減 [cutoff co_thick="2px"][genesysbutton gb_size="medium" gb_align="align-center" gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F%E3%82%B8%E3%82%A7%E3%83%8D%E3%82%B7%E3%82%B9%E3%82%B8%E3%83%A3%E3%83%91%E3%83%B3__%E3%83%96%E3%83%A9%E3%82%B6%E3%83%BC%E8%B2%A9%E5%A3%B2%E6%A7%98%E4%BA%8B%E4%BE%8B.pdf|title:%E5%B0%8E%E5%85%A5%E4%BA%8B%E4%BE%8B%E3%81%AE%E8%A9%B3%E7%B4%B0%E3%82%92%E8%AA%AD%E3%82%80"][cqblock] アステラス製薬 様 Genesys Cloud導入事例 医療用医薬品の情報提供のあり方が変わる中で 重要度が増すコンタクトセンター業務をPureCloud で戦略化[orangebar]「変化する医療の最先端に立ち、科学の進歩を患者さんの価値に変える」というVISION・経営戦略を掲げ、製薬メーカーとして革新的な医薬品を世に送り続けるアステラス製薬。同社において、同社のステークホルダーである、患者さんやそのご家族、そして医療関係者の方々との信頼関係を築く上で大きな役割を果たしている組織の一つが、医薬品に関する年間約9 万件の問い合わせに対応するメディカルインフォメーションセンターです。 2018 年9 月には従来のコンタクトセンター・システムを刷新し、GenesysCloud が導入されました。一体どのような狙いがあったのでしょうか？導入後の成果： ● 在宅勤務を実施することが容易になり、在宅勤務をするコミュニケーター（オペレーター）が増加 ● 2 拠点化したコンタクトセンターを適切に管理 ● システムのクラウド化や在宅勤務体制の確立により、災害時の事業継続性を確保。実際に台風により公共交通機関がマヒした際にもコンタクトセンター業務を安定的に実施 ● コール予測により人員配置を最適化 ● コミュニケーターの働き方改革に寄与 ● Genesys Cloud で把握できるデータを戦略的なコンタクトセンターに転換するための礎に ● クラウド化によりシステム保守業務の負担が軽減[fiblock]課題： ● 旧システムの老朽化により障害発生が増加 ● オンプレミスによる機能の制限 ● BCP（事業継続計画）の確保 ● 顧客接点のオムニチャネル化への準備[cutoff co_thick="2px"]ソリューション： ● クラウドベースのGenesys Cloudにより安定稼働を実現 ● クラウド化による機能強化と定期的な新機能の追加 ● Genesys Cloud のユニファイド・コミュニケーション機能を使い、在宅勤務時にスマートフォンでの受電を可能に ● Genesys Cloud 導入によりオムニチャネル化など、将来のビジョンに備えた基盤構築を実現[cutoff co_thick="2px"][genesysbutton gb_size="medium" gb_align="align-center" gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F%E3%82%A2%E3%82%B9%E3%83%86%E3%83%A9%E3%82%B9%E8%A3%BD%E8%96%AC%E6%A7%98%E4%BA%8B%E4%BE%8B_GenesysCloud.pdf|title:%E5%B0%8E%E5%85%A5%E4%BA%8B%E4%BE%8B%E3%81%AE%E8%A9%B3%E7%B4%B0%E3%82%92%E8%AA%AD%E3%82%80"][cqblock] 外為どっとコム様 PureCloud導入事例 オンプレミスの旧システムからクラウドへ移行したことで、 セキュアな環境を維持しつつ、応答率・初回解決率・ 平均通話時間など各種KPIの改善を達成したストーリーを ご紹介します。[orangebar]FXの黎明期から常に先進のテクノロジーや安心のサポートで業界をリードしてきた外為どっとコム様。FXの取引はすべてオンラインであるため、いざという時にはコールセンターがサポートの最後の砦になります。2018年のリプレースを機に、外為どっとコム様では、ジェネシスのPureCloudでコールセンターのテレフォニー基盤をクラウド化しました。高度なセキュリティが求められる金融企業がなぜクラウドに移行したのか。その背景とともに導入効果をお聞きしました。 「PureCloud導入後、応答件数は6％ほど向上し、一通話辺りの平均通話時間は10％近く短縮できました。初回解決率は100％を維持しています。また、これまでコールフローを修正するのに長い時で2週間近くかかっていたのですが、その日のうちに変更できるなど、サービスの柔軟性が大幅に高まりました。また、オープンサイトで為替レートの情報提供を行っていますが、そのデータとPureCloudを接続し、TTSで読み上げるコールフローを構築しました。その結果、デジタルと電話チャネルで同じ情報提供を行うことができるようになりました。しかも、新しいテレフォニー基盤の移行に要した期間は2ヶ月。金融会社としての厳格なITセキュリティの要件をクリアしながら、プロジェクトのゴールを達成することができました。」[cutoff co_thick="2px"]改善点： 高度なセキュリティ要件をクリアしながら2ヶ月間で構築 応答件数6％向上 平均通話時間10％短縮 初回解決率は100%を維持 直感的なインターフェースで1週間ほどで操作を習得 コールフロー変更の手間が半減、オンラインと同じIVRメニューの実現 レポートの充実など運営の可視化によって業務を最適化 [fiblock]課題： 電話とIVRが別システム オンプレミスによる機能の制限 コールフローやIVRメニューの変更が困難 管理コストの増大 デジタル化への対応難 [cutoff co_thick="2px"]ソリューション： Genesys PureCloudプラットフォーム[cutoff co_thick="2px"][genesysbutton gb_size="medium" gb_align="align-center" gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F132db592-%E3%82%B8%E3%82%A7%E3%83%8D%E3%82%B7%E3%82%B9%E3%83%BB%E3%82%B8%E3%83%A3%E3%83%91%E3%83%B3%E6%A0%AA%E5%BC%8F%E4%BC%9A%E7%A4%BE_purecloud%E5%B0%8E%E5%85%A5%E4%BA%8B%E4%BE%8B_%E5%A4%96%E7%82%BA%E3%81%A9%E3%81%A3%E3%81%A8%E3%82%B3%E3%83%A0%E6%A7%98.pdf|title:%E5%B0%8E%E5%85%A5%E4%BA%8B%E4%BE%8B%E3%81%AE%E8%A9%B3%E7%B4%B0%E3%82%92%E8%AA%AD%E3%82%80||"][cqblock] DNB カスタマーエクスペリエンス（CX）ジャーニーにAIを融合 [orangebar]DNBはノルウェー最大の金融サービスグループで、カスタマーサービスで高い評価を得ています。同社はGenesys EngageTMソリューションを導入し、人工知能（AI）を有効活用しています。 この動画では、DNBが顧客サポートにAIを導入し、どのようにオムニチャネルを実現、コール件数を30%削減したかをご紹介しています。 また、導入事例では、同社がジェネシスのワークフォースマネージメント（WFM）ツールをどのように活用し、需要予測やオペレーターのスケジュール調整に活用しているかをご確認いただけます。これらのWFMツールは、ルーティングやコールセンター・システムと一体化しており、極めて正確に需要を予測することができます。[cutoff co_thick="2px"] メリット AIを活用してコール件数を30%削減 あらゆるチャネルにおいて、一貫したカスタマーサービスを実現 正確な需要予測とスケジュール調整によりコストを削減 適切なオペレーターをアサインすることで、初回解決率が向上 業界トップクラスの顧客満足度スコアを獲得 [fiblock] 課題 あらゆるチャネルにおいて、一貫したカスタマーサービスを提供すること 200種類もの異なるスキルや能力を元に、需要を正確に予測すること オペレーターのスケジュールを調整し、業務効率を最大化すること 数百人のオペレーターのスケジュールを「公平に」調整すること [cutoff co_thick="2px"] 製品 Genesys Engage ソリューション チャットボット ジェネシス ワークフォースマネージメント コールセンターの最新化 [cutoff co_thick="2px"][cqblock] TOT Public Company Limited 活用すべきは、クラウドとAI [orangebar]TOT Public Company Limitedは、タイ国営の通信・デジタルサービス・プロバイダーです。タイの通信基盤を60年にわたり支えてきた同社は、常にカスタマーエクスペリエンスの改善に取り組んできました。 しかし、新型コロナウイルスの感染拡大を受け、TOTのコールセンターではコール件数が最大3倍に増加しました。政府の代理として事業を運営するサービスプロバイダーであるTOTは、感染拡大への政府対応に不安を感じる市民や企業に寄り添いながら、タイムリーに情報を提供する必要がありました。既存のシステムを使用してオペレーターがすべての問い合わせに対応するのは非効率なだけでなく、健康とソーシャルディスタンスに配慮し、コールセンターで勤務するオペレーターの数を制限する必要もありました。 TOTが必要としていたのは、オペレーターのリソースを短期間で拡張、最適化することが可能なソリューションでした。クラウドとAIによる自動化は、この緊急事態への対応に最適な選択肢でした。最終的に、カスタマーエクスペリエンス向上のために、Genesys Cloud™プラットフォームへの移行を決断したのです。 Genesys Cloudプラットフォームへの移行により、通話対応時間が改善され、TOTのオペレーターは関連情報を参照しながら顧客をサポートできるようになりました。さらに、Google Cloudと提携して人工知能（AI）を活用したバーチャルエージェントを導入して急増する問い合わせに対応し、オペレーターの業務負荷を軽減しました。バーチャルエージェントによる初回解決率の向上は、オペレーターのサポート、カスタマーエクスペリエンスの向上にも貢献しています。 Genesys Cloudによる改善点： 通話対応時間を1～2分短縮 オペレーターの顧客対応をサポート AI対応音声ボットとチャットボットにより、コール件数の急増を緩和 [cqblock] 課題 旧式のコールセンターシステムの弊害 サポートチャネル間の連携不足 コール件数の急増への対応不可 デジタルチャネルの欠如 製品 Genesys Cloud ソリューション インバウンド Eメール チャット ソーシャルメディア チャットボット 音声ボット オムニチャネルデスクトップ AIを活用したバーチャルエージェント 紀陽銀行 様 Genesys Cloud で非対面チャネルにおける プロフィットセンターの役割を果たす、 ダイレクトマーケティングセンターへ [orangebar]和歌山県に本店を置く紀陽銀行は、明治期の創業以来、親身できめ細かいサービスを提供しながら、地域と共に成長してきた歴史ある地方銀行です。少子高齢化などの影響で金融機関同士の競争が激化する中、競争力強化のためにカスタマーサービスを充実させていますが、その実現にはGenesys Cloud が大きな役割を果たしています。 実際のところ、どのような取り組みを行っているのか？ 同行の営業統括部、DM（ダイレクトマーケティング）センター、センター長の原保昭氏、副長の川口幸雄氏、山本順子氏に話を伺いました。 解決：ソリューション 架電業務全てをシステム化し、DM センターを起点とした電話応対を一元管理 CRM システムと連携し、応対履歴をデータ化 Genesys Cloud の柔軟なACD 成果 SMS ツールとのAPI 連携によってローン申し込みのプロセスや情報提供を簡素化し時間を短縮。ローンに必要な本人確認資料提出数が倍増し、成約率向上に貢献 新業務追加時の準備期間を短縮し、費用削減とともにコールフローの多様化を実現 突発的なアウトバウンド業務にも迅速な対応が可能に 着信電話番号の属性表示による交換業務の効率化と返電先へのスムーズな案内を実現。業務によっては放棄率を半減以下、対応時間を約30% 短縮 [genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2F%E3%82%B8%E3%82%A7%E3%83%8D%E3%82%B7%E3%82%B9%E3%83%BB%E3%82%B8%E3%83%A3%E3%83%91%E3%83%B3%E6%A0%AA%E5%BC%8F%E4%BC%9A%E7%A4%BE%EF%BC%BF%E7%B4%80%E9%99%BD%E9%8A%80%E8%A1%8C%E6%A7%98%EF%BC%BF%E4%BA%8B%E4%BE%8B.pdf|title:%E5%B0%8E%E5%85%A5%E4%BA%8B%E4%BE%8B%E3%81%AF%E3%81%93%E3%81%A1%E3%82%89"][fiblock] 課題 ビジネスフォンを用いたインバウンド業務で、入電を振り分けられない 応対履歴の管理が紙ベースで非効率 アウトバウンド業務で利用していたオンプレミスシステムでは機能追加に制限があり、基盤更改にもコストがかかる ルーティングの変更をするにも迅速な対応が難しい AI チャットボットなどの先進技術がスムーズに導入できない Ping An Insurance カスタマーエクスペリエンスのシームレスなオムニチャネル化 [orangebar]中国の深セン市に本社を置くPing An Insurance社は、世界最大規模の保険会社です。1998年設立の同社は、中国、香港、マカオで事業を運営し、150カ国以上で支店や代理店を展開しています。フォーブス・グローバル2000リストでは10位にランクインし、全世界の保険グループ分野で最上位となっているほか、フォーチュン・グローバル500リストでは全体の29位に選出され、中国本土の合弁企業の首位に立っています。同社は香港株式取引所と上海株式取引所に上場しています。2017年末時点の合計時価総額は、全世界の金融グループの6位であり、時価総額と保険グループブランドでは首位となっています。 膨大な種類の保険サービスと金融商品を提供しているPing Anは、自社のクラウド・コールセンターを運営するほか、4つのオンプレミスおよびアウトソーシング拠点で5万人以上のオペレーターを擁しています。過去16年にわたり、ジェネシスは同社のコールセンターをサポートしてきました。2つの拠点で2万人以上のオペレーターのために、音声通話チャネルとデジタルチャネルの両方を管理してきました。Ping Anは、Genesys Engage™プラットフォームを利用して、ビデオ・オペレーター・チャネルも開設しています。オペレーター5000人分を追加した結果、中国初かつ世界最大級のビデオ・コールセンターが誕生しました。 メリット 初回コールでリクエストの78%を解決 ネットプロモータースコア（NPS）を73%改善 電話プラットフォームシステムのコストを50%削減 [cqblock][genesysbutton gb_link="url:https%3A%2F%2Fwww.genesys.com%2Fmedia%2FPing-An-SS-EN.pdf|title:%E5%B0%8E%E5%85%A5%E4%BA%8B%E4%BE%8B%E3%81%AF%E3%81%93%E3%81%A1%E3%82%89"][fiblock] 課題 旧型システムの混在とプラットフォームの分断 高額な保守コスト 効率性の低下 製品 Genesys Engage ソリューション インバウンド デジタル ルーティング ワークフォース最適化 コラボレーション 消去 E-book すぐに取り組める コンタクトセンター在宅化 コンタクトセンターのテレワークは不可能だと考えていませんか？ パンデミック以降、コンタクトセンターの在宅化はあらゆる企業で検討されていますが、未だ実際の移行には踏み切れていない企業様も多いのではないでしょうか？ ジェネシス・ジャパンでは、弊社Genesys Cloudの導入により在宅コールセンター環境を見事に実現されたユーザー企業様の事例をはじめ、昨今の在宅に関する興味深いデータを中心に在宅コンタクトセンターがいかにメリットの高いものであるかについて本資料にてまとめてさせていただきました。 資料では主に以下のような点を中心にご紹介しております。 コンタクトセンターシステム在宅化を阻む壁 在宅化で得られる複数のメリットとは？ 現在の日本のコンタクトセンターシステム在宅化状況データ システム選定のポイント Genesys Cloudを導入し、在宅を成功させた企業様の声 詳細は資料を右のフォームよりダウンロードいただき、ご覧くださいませ。E-bookをダウンロード[mktoform cta_header="" cta_button="レポートをダウンロード" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YY7nQAG"] EBOOK チャットと音声のボットを一台2役でカバーするAIボットで顧客対応のCXを改善 コンタクトセンターのためのクラウド・プラットフォーム「Genesys Cloud」と、Google Cloudのコンタクトセンター向けAIソリューション「Contact Center AI（CCAI）」の連携は、AIボットによる対応の自動化と、ボットから人へと複数のチャネルに跨がるシームレスな顧客対応を実現します。ニューノーマル時代のコンタクトセンターのあり方について、ジェネシス・ジャパンのソリューション・ コンサルティング本部 テクノロジーパートナーリードの水野 美穂 が解説します。 電子ブックを読む [mktoform cta_header="" cta_button="ダウンロードはこちら" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxiY"] 調査レポート アジア太平洋地域のカスタマーエクスペリエンス変革にむけた準備 2021 将来を見据えたカスタマーエクスペリエンス カスタマーエクスペリエンスの提供は複雑であり、テクノロジー、プロセス、および人員の適切な 組み合わせを利用して、複数の側面にわたるオーケストレーションが必要です。 Genesysは、調査会社であるTwimbitとともに、14か国の495人のビジネスおよびIT 意思決定者を含むアジア太平洋市場調査を委託し、カスタマーエクスペリエンス変革の 準備状況を評価しました。この調査では、企業におけるクラウドと人工知能（AI）の 採用レベル、現在のデジタルエンゲージメントのレベル、特に予期しないイベントに 直面した場合に従業員のエクスペリエンス戦略を変革する企業の準備状況、変革を 促進して提供するリーダーシップについて検証します。 レポートをダウンロードいただくと、以下に関するインサイトが得られます―― - 2021年以降のCX変革に向けて、アジア太平洋地域の企業、業界、国はどのように準備をするのか - テクノロジー対応のカスタマーエクスペリエンスを採用する際の主な推進要因と課題 - 専門家のアドバイス：企業がお客様の記憶に残る体験をデザインするためのベストプラクティス レポートをダウンロード [mktoform cta_header="" cta_button="レポートをダウンロード" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001ky6uQAA"] 講演資料 コン検主催ウェブセミナー「事例から学ぶ～在宅コンタクトセンター成功のポイント」 コン検主催ウェブセミナー「事例から学ぶ、在宅コンタクトセンター成功のポイント」の講演資料となります。 ■講演者 ジェネシス・ジャパン株式会社 コマーシャル営業本部 シニア・アカウント・エグゼクティブ 藤田 亮輔 ■講演概要 月の緊急事態宣言以降、在宅コンタクトセンターの導入が一気に進み、ニューノーマルのコンタクトセンターの一つの要素となろうとしています。集中型でフィジカルなコミュニケーションが可能なセンターでの運用と違って、オペレーターが分散している在宅運用は運用のルールとともにIT基盤とツールの使いこなしが成功の鍵を握ります。在宅コンタクトセンターに移行した事例と成功のポイントとともに、在宅での顧客対応業務のイメージをデモを交えてご紹介します。 ダウンロードはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kzHt"] Experience Day - Session4 セッション 4：シームレスなコンタクトセンターとデジタル・チャネルの連携のための手法とは？ジェネシス/伊藤忠テクノソリューションズ講演 動画視聴/資料ダウンロード 非接触エコノミーや巣ごもり消費の拡大に伴い、顧客接点のデジタル化が加速しています。その結果、コンタクトセンターでの顧客対応が変化するとともに、チャネル間のシームレスな顧客体験を提供するためには、デジタル・チャネルでのデータを生かす事が重要になっています。コンタクトセンターとWebの融合を進めているピーシーアシスト様の事例をはじめ、ジェネシスのデジタル・マーケティングとの連携ソリューションをご紹介します。 本ダウンロードで、以下をご覧いただけます。 講演ビデオ：「顧客接点価値の最大化に向けたWebとコンタクトセンターにおけるカスタマージャーニーデータ活用のポイント」（ジェネシス・ジャパン） 講演ビデオ：「コンタクトセンターのデジタル変革の始め方～既存業務から一歩踏み出すことでのマーケティング連携～」（伊藤忠テクノソリューションズ） 講演資料：「顧客接点価値の最大化に向けたWebとコンタクトセンターにおけるカスタマージャーニーデータ活用のポイント」（ジェネシス・ジャパン） 講演資料：「コンタクトセンターのデジタル変革の始め方～既存業務から一歩踏み出すことでのマーケティング連携～」（伊藤忠テクノソリューションズ） ダウンロードはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kypk" ar_url="https://www.genesys.com/ja-jp/campaign/exd-session4-thanks" url="https://www.genesys.com/ja-jp/campaign/exd-session4-thanks"] Experience Day - Session 5 【事例】ブラザー販売様 ブラザー販売はコロナ禍において如何にして 在宅コンタクトセンターへの移行を成功させたか （動画） ブラザー販売様では、新型コロナウイルス感染拡大による外部環境の環境変化に対応し、コンタクトセンターを在宅型へ移行させました。 ・在宅コンタクトセンターへの移行で気をつけること ・如何にして情報セキュリティを確保するか ・サービスレベル維持のためのコールバック予約の導入 ブラザー販売様におけるニューノーマルなコンタクトセンター運用を、システム面も含めてインタビュー形式でご紹介します。 ダウンロードはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kypu" ar_url="https://www.genesys.com/ja-jp/campaign/experience-day-session-5-thanks" url="https://www.genesys.com/ja-jp/campaign/experience-day-session-5-thanks"] Experience Day - Session3 セッション 3：たった1日で在宅コンタクトセンターのITインフラを構築できた秘訣とは？～HTBエナジー様に聞く 動画視聴/資料ダウンロード “HISでんき”で躍進中の電力小売りHTBエナジー様では、緊急事態宣言以降、オペレータの在宅勤務を検討し、わずか1 日で在宅コンタクトセンターのIT基盤を準備しました。続いて、チャット対応もスタートすることで、すべてのエージェントが在宅業務を実現できる環境を整えました。その秘訣となったのが、クラウド型のコンタクトセンター・ソリューション活用でした。当セッションでは、HTBエナジー様に在宅コンタクトセンター移行までのストーリーや今後について、インタビュー形式でお伺いします。 本ダウンロードで、以下をご覧いただけます。 講演ビデオ「たった1日で在宅コンタクトセンターのITインフラを構築できた秘訣とは？～HTBエナジー様に聞く」 講演ビデオ「在宅コンタクトセンターのニューノーマル～AI活用、デジタルシフト、心のケアまで」（三井情報） ユーザー事例ビデオ「HTBエナジー様ユーザー事例講演~G-Summit Japan 2020」 講演資料「在宅コンタクトセンターのニューノーマル～AI活用、デジタルシフト、心のケアまで」（三井情報） ダウンロードはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kypf" ar_url="https://www.genesys.com/ja-jp/campaign/exd-session3-thanks" url="https://www.genesys.com/ja-jp/campaign/exd-session3-thanks"] Experience Day - Session1 セッション 1：ジェネシスが考える2020年からのニューノーマルのCX、コンタクトセンターの姿 動画視聴/資料ダウンロード 2020年はCX、そしてコンタクトセンターの姿を大きく変える年となっています。新型コロナウイルスが引き起こした非接触型エコノミー、巣ごもり消費といった顧客行動の変化によって、顧客接点のデジタル化が進み、コンタクトセンターの役割も大きく変貌しようとしています。さらに、在宅での顧客対応が一般化する中で、運用そしてITインフラ面でも大きな刷新が求められています。本セッションでは、アフターコロナのCXにおけるニューノーマルに向けたジェネシスのヴィジョンをソリューションのデモとともにご紹介致します。 本ダウンロードで、以下をご覧いただけます。 動画：セッション1「ジェネシスが考える2020年からのニューノーマルのCX、コンタクトセンターの姿」弊社CEOのTony Batesからのビデオメッセージ（3分）からスタートします。併せてご覧ください！ ダウンロードはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kypa" ar_url="https://www.genesys.com/ja-jp/campaign/experience_day-session1-thanks" url="https://www.genesys.com/ja-jp/campaign/experience_day-session1-thanks"] Experience Day - Session6 セッション 6： Genesys Cloud x KARTEが実現するアフターコロナのカスタマーエクスペリンス 百聞は一見に如かずという諺の通り、アフターコロナのCXやコンタクトセンターの姿をイメージするには、ユースケースやソリューションのデモを通じて、想像することが一番の早道かもしれません。当セッションでは、架空のECサイトを舞台に、ジェネシスとPLAIDの両社が提供するCXソリューション、Genesys CloudとKARTEを組み合わせることで、どのようにECサイトとコンタクトセンターをシームレスに融合した顧客体験を実現できるかをご紹介します。 本ダウンロードで、以下の詳細をご覧いただけます。 動画：Genesys Cloud x KARTEが実現するアフターコロナのカスタマーエクスペリンス 資料：上記で使用の内容 ダウンロードはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kypp" ar_url="https://www.genesys.com/ja-jp/campaign/experience-day-session6-thanks" url="https://www.genesys.com/ja-jp/campaign/experience-day-session6-thanks"] [rawcss 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ガートナー調査レポート： ガートナー“CCaaS”のマジック・クアドラント ジェネシスは、ガートナーのCCaaSマジック・クアドラント2020においてリーダーポジションに位置づけられました Contact Center as a Service（CaaS）の市場は、非常に競合が激しくなっています。ガートナーのCCaaSマジック・クアドラント2020は、13のベンダーのビジョンと実行能力を評価し、ソリューションの導入に関する正しい選択肢を提供します。 ジェネシスはこのレポートにおいて、ビジョンの完全性、強力なグローバルオペレーション、世界におけるプレゼンス、そして強固なパートナーネットワークの確立による実行能力を評価され、リーダーのポジションに位置づけられました。 このレポートでは、すべての企業規模と業界におけるソリューションのリーダーとして、ジェネシスが位置づけられた理由とともに、以下のトピックをご覧いただけます。 CCaaS市場におけるトレンド マーケットプレイスをナビゲートするためのヒント ガートナーが評価した13社の優れたカスタマーサービスを提供するための能力 調査資料をダウンロード [mktoform cta_header="" cta_button="ダウンロードする" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] ガートナー免責条項 ガートナーは、ガートナー・リサーチの発行物に掲載された特定のベンダー、製品またはサービスを推奨するものではありません。また、最高のレーティングまたはその他の評価を得たベンダーのみを選択するようテクノロジの利用者に助言するものではありません。ガートナー・リサーチの発行物は、ガートナー・リサーチの見 解を表したものであり、事実を表現したものではありません。ガートナーは、明示または黙示を問わず、本リサーチの商品性や特定目的への適合性を含め、一切の保証を行うものではありません。 ガートナーは、Gartner Inc.または関連会社の米国およびその他の国における登録商標およびサ ービスマークであり、同社の許可に基づいて使用しています。All rights reserved. 出典: Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020. アナリストによる調査レポート Forresterがサービス型コールセンターのリーダーにジェネシスを選出 The Forrester Wave™: Contact-Center-as-a-Service (CCaaS) Providers, Q3 2020（The Forrester Wave™：サービス型コールセンター（CCaaS）プロバイダ、2020年第3四半期） デジタルチャネルが増え続ける中、在宅勤務のオペレーターには、新たな標準（ニューノーマル）に適した、信頼性の高いテクノロジーが必要です。具体的には、大規模なパーソナライゼーションを実現する、オール・イン・ワン型コールセンター・ソリューションです。 ジェネシスは、2020年のForrester WaveレポートにおいてContact Center as a Service（CCaaS）ソリューションのリーダーに選出されました。広範な製品ポートフォリオ、CRM連携、ネイティブのワークフォース最適化（WFO）機能において、高く評価されています。これらの機能を利用することにより、顧客サポート全体でシームレスなユーザーエクスペリエンスを提供することが可能になり、一貫性の高い運用・WFOデータを取得することができます。 レポート全文をダウンロードいただき、ForresterがジェネシスをCCaaSのリーダーとして評価した理由や、以下の調査結果をご覧ください。 CCaaSプロバイダ各社分析 主な市場動向 CCaaSソリューションに求められること ベンダー比較表（現行サービス、戦略、市場プレゼンス） レポートのダウンロードはこちらから [mktoform cta_header="" cta_button="ダウンロードはこちら" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kvxkQAA"]Forrester Wave™の著作権はForrester Research, Inc.が保有しています。ForresterおよびForrester Wave™はForrester Research, Inc.の商標です。Forrester Wave™は、Forresterにより作成された市場状況を示す図表であり、詳細なスプレッドシート、スコア、重み付け、コメントなどで構成されています。Forresterは、Forrester Wave™に掲載されているいかなるベンダー、製品またはサービスを支持するものではありません。情報は、入手可能な最良のリソースに基づいています。評価は調査時点のものであり、変更される場合があります。 Genesys Cloud 基本資料 Genesys Cloudとは？７つの特徴を中心に、基本的な製品の説明資料をダウンロードいただけます クラウド・コンタクトセンターシステム" Genesys Cloud"の７つの特徴を資料でご確認いただけます。右のフォームよりダウンロードいただけます。 本レポートで、以下の詳細をご確認ください。 オールインワン オムニチャネル統合 クラウドー構成例 クラウドーソフトウェアUPDATEと冗長性 クラウドー耐障害性 クラウドー強固なセキュリティ 柔軟な料金体系ー月額利用 柔軟な料金体系ー選べる課金モデル 設定の内製化が可能 将来性ーAIへの取り組み API－外部サービス連携 App Foundryプログラム 調査レポートはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kxfPQAQ" url="https://www.genesys.com/ja-jp/campaign/genesys-cloud-go-go-deck-thanks" ar_url="https://www.genesys.com/ja-jp/campaign/genesys-cloud-go-go-deck-thanks"] クラウド・コンタクトセンターシステム Genesys Cloud--７つの特徴 （製品説明動画） Genesys Cloudの製品説明ビデオです。弊社営業担当より分かりやすく簡潔に弊社クラウドコールセンターシステムの特徴をご説明しております。 右のフォームより必要事項をご記入いただけましたら、すぐにご覧いただけます。 オールインワン オムニチャネル統合 クラウドー構成例 クラウドーソフトウェアUPDATEと冗長性 クラウドー耐障害性 クラウドー強固なセキュリティ 柔軟な料金体系ー月額利用 柔軟な料金体系ー選べる課金モデル 設定の内製化が可能 将来性ーAIへの取り組み API－外部サービス連携 App Foundryプログラム 動画視聴はこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kxfUQAQ" url="https://www.genesys.com/ja-jp/campaign/genesys-cloud-go-go-video-thanks" ar_url="https://www.genesys.com/ja-jp/campaign/genesys-cloud-go-go-video-thanks"] Virtual G-summit 2020 メインセッション：動画1-3 視聴ページ 2020/7/29開催、Virtual G-summitのメインセッション３本をご覧いただけます。右のフォームからアクセスしてください。 [cutoff co_thick="2px"] セッション1：2020年からのCX、コンタクトセンター～コロナ後の不確実な環境への適合とニューノーマルを考える 株式会社NTTドコモ 情報システム部 顧客システム担当 担当部長 井尻 周作様 グーグル・クラウド・ジャパン合同会社 日本代表 平手 智行様 一般社団法人日本オムニチャネル協会 会長 鈴木 康弘様 一般社団法人日本コールセンター協会 会長 下村 芳弘様 ジェネシス・ジャパン株式会社 代表取締役社長 ポール・伊藤・リッチー フォーブス ジャパン Web編集長 谷本 有香 新型コロナウイルスによってもたらされた顧客行動や働き方の変容は、これまでのCXやコンタクトセンターの常識を大きく覆すものとなっています。在宅コールセンターへの移行、デジタル・シフトやAIをはじめとしたITテクノロジーの活用などがここ数ヶ月で一気に進み、コロナ以前の延長線上ではなく、新しい発想で根本からCXやコンタクトセンターの将来像を描いていく必要があると言えそうです。当セションでは、CX、そしてコンタクトセンターのニューノーマルの姿を、業界のオピニオン・リーダーの皆様とともに考えていきます。 セッション2：在宅コンタクトセンター～緊急対応の振り返りとこれからの備え 株式会社サードウェーブ 代表取締役社長 尾崎 健介様 株式会社東京個別指導学院 カスタマーリレーション部 部長 三好 知彦様 ジェネシス・ジャパン株式会社 SC本部長 中野 正人 ジェネシス・ジャパン株式会社 SC本部 シニア・ソリューション・コンサルタント 福井 康晃 ジェネシス・ジャパン株式会社 SC本部 シニア・ソリューション・コンサルタント 岡野 泰士 新型コロナウイルスの感染拡大、特に４月の緊急事態宣言以降、これまでなかなか定着しなかった在宅コンタクトセンターが日本においても一気に進みました。経営者の視点、現場での視点、ITテクノロジーの観点からここ数ヶ月のコンタクトセンターの在宅化を振り返るとともに、 第二波、第三波に備える緊急対応的なものから、採用難、人材の活用や働き方改革といったコンタクトセンターが抱える構造的な課題を解消する在宅コンタクトセンターのあり方を考えていきます。 セッション3：AIとデジタルシフトによるCXとコンタクトセンターの革新 クロージング・セッション HTBエナジー株式会社 カスタマーサポート部 部長代理 兼 営業販売部 WEBセールスチーム チームリーダー 上埜山 智仁様 株式会社かんでんCSフォーラム 営業部 R&D推進グループ マネジャー 平田 和義様 グーグル・クラウド・ジャパン合同会社 技術部長 渕野 大輔様 ジェネシス・ジャパン株式会社 ソリューション・マーケティング・マネージャー 正木 寛人 ジェネシス・ジャパン株式会社 シニア・ビジネス・コンサルタント 水野 美穂 新型コロナウイルスによってこれまでのビジネスの前提条件が大きく変わる中、経済のデジタル・シフトが急ピッチで進んでいます。顧客とのコミュニケーションも対面から非接触型の電話やデジタルへとさらにシフトが進み、企業のCXの姿が大きく変わる可能性があります。デジタル・チャネルやAIを効率化だけではなく、価値を生み出すものにするためにどのように活用していくべきなのか？AIをはじめとしたテクノロジーを活用したニューノーマルなCXやコンタクトセンターのヒントを提供します。[cutoff][cutoff][mktoform cta_header="動画ダウンロード" cta_button="動画を閲覧する" form_p_target="custom" cid_id="7011T000001kxKCQAY"] Twimbitによる調査結果 アジア太平洋地域におけるe-ConomyのためのCX優先事項 アジア太平洋地域は、デジタルエコノミーサービスの普及において急速に成長する地域として浮上しており、新型コロナウイルスの蔓延とインターネット接続可能なモバイルデバイスの急速な普及により、デジタルサービスの採用が加速しています。 今や、あらゆる市場において、どの企業もビジネスの取引や活動の継続手段としてオンラインメディアに強く依存するようになりました。デジタル経済市場が成長する中、カスタマーエクスペリエンス（CX）は他社との差別化やマーケットリーダーの地位獲得に欠かせないものになっています。消費者が多くのオプションが手にするようになった現在、CXは顧客ロイヤルティーを獲得できるかどうかを左右する究極の決定要因になるでしょう。 このレポートでは以下について考察します。 今後10年間に成長を推進する要素 CX再構築の鍵となる優先事項 CX変革促進に役立つ主なテクノロジー CX成功へのロードマップ 強化したCXのベストプラクティス 調査レポートはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8rQQAQ"] Twimbit Research Insights アジア太平洋地域におけるInsurance 4.0に向けたカスタマーエクスペリエンスに関する優先事項 保険会社においてこの10年間で最も急速な成長を遂げた市場はアジア太平洋地域でしょう。しかし、100年に一度のパンデミックである新型コロナウイルス感染症は、すべての企業、そしてすべての人に長期的な影響を及ぼすことと予想されます。これはデジタル変革を促進する最大のきっかけとなります。テクノロジーは、アジア太平洋地域の保険会社にとって、低成長や低普及率の原因、不正行為のリスク、価格という3つの大きな課題への対処に役立つ可能性があります。 消費者は、保険の契約を受け身で待つのではなく、積極的に保険を検討しています。保険会社が消費者のライフスタイルにシームレスに商品を組み込んで提供すると、保険の1人当たりの消費量は急増します。進化する消費者のニーズを満たすため、企業はスピードを上げ、オムニチャネルコミュニケーションを通じて最高レベルのカスタマーエクスペリエンスを提供しなければなりません。 本レポートで、以下の詳細をご確認ください。 今後10年間にわたる成長の推進力 カスタマーエクスペリエンスについて再検討するための3つの優先事項 カスタマーエクスペリエンスの変革を支える3つのテクノロジー 優れた変革へのロードマップ 成功戦略を立案するためのベストプラクティス 調査レポートはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kwYvQAI"] Twimbitによる調査結果 アジア太平洋地域におけるBPO：成長戦略の再構築 BPO業界は20年にわたって大きな成長を遂げ、特にアジア太平洋地域がそのトレンドの大きな立役者となりました。新型コロナウイルス危機はBPO業界の課題であったデジタル化を加速しました。サービスプロバイダーは、ビジネスモデルの変化と急速に変わりゆく顧客ニーズへの対応策を模索しつつ、危機感を持って改革する必要に迫られています。 BPO企業はアウトカムベースのビジネスモデルに向かいつつ、エンドツーエンドの組織ビジネスプロセスにより、緊密な統合の促進を目指しています。また、優れたカスタマーエクスペリエンスを提供するためには従業員エクスペリエンスの強化が重要であるという認識が広がりつつあります。 本レポートは以下の側面に注目して構成されています。 今後10年間の成長要因 ビジネス変革を後押しするテクノロジー 重要性が高まる従業員エンゲージメント 変革アジェンダを成功させるための4段階のロードマップ 成功戦略の構築におけるベストプラクティス 調査レポートはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t7xNQAQ"] EBOOK ジェネシスとGoogle Cloud：コンタクトセンターAIを実現する コンタクトセンターの人工知能（AI）ー 顧客はボットに積極的に関与しますが、複雑な問題についてエージェントと話し合うことも望んでいます。 会話型AIは、ボットとライブエージェント間のスムーズなハンドオフを可能にしながら、シンプルで反復的な対話を自動化することにより、効率を向上させることができます。 また、エージェントを解放して、より複雑な問題を処理できるようにします。 GenesysとGoogle Cloudは、あらゆる規模と高度なレベルの企業がAIを利用したカスタマーエクスペリエンスにアクセスできるようにします。 学ぶためにこの電子ブックを入手してください： コンタクトセンターで会話型AIが解決する3つの課題 ボイスボットとチャットボットが運用効率を向上させる方法 AIを利用した仮想アシスタントでエージェントに力を与える方法 電子ブックを読む [mktoform cta_header="" cta_button="ダウンロード中" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] JTNDZGl2JTIwc3R5bGUlM0QlMjdwb3NpdGlvbiUzQSUyMHJlbGF0aXZlJTNCd2lkdGglM0ElMjBhdXRvJTNCcGFkZGluZyUzQSUyMDAlMjAwJTIwNTIzLjgxJTI1JTNCaGVpZ2h0JTNBJTIwMCUzQnRvcCUzQSUyMDAlM0JsZWZ0JTNBJTIwMCUzQmJvdHRvbSUzQSUyMDAlM0JyaWdodCUzQSUyMDAlM0JtYXJnaW4lM0ElMjAwJTNCYm9yZGVyJTNBJTIwMCUyMG5vbmUlMjclMjBpZCUzRCUyMmV4cGVyaWVuY2UtNWU5ODkxMjNlMDBkZiUyMiUyMGRhdGEtYXNwZWN0UmF0aW8lM0QlMjIwLjE5MDkwOTA5JTIyJTIwZGF0YS1tb2JpbGUtYXNwZWN0UmF0aW8lM0QlMjIwLjA2JTIyJTNFJTNDaWZyYW1lJTIwYWxsb3dmdWxsc2NyZWVuJTIwc3JjJTNEJTI3aHR0cHMlM0ElMkYlMkZ3d3cuZ2VuZXN5cy5jb20lMkZleHBsb3JlJTJGcHVyZWJyaWRnZS1taWdyYXRpb24lMkZqYS1qcCUyRmluZGV4Lmh0bWwlM0ZoZWlnaHRPdmVycmlkZSUzRDY2MDAlMjZtb2JpbGVIZWlnaHRPdmVycmlkZSUzRDkwMDAlMjclMjBzdHlsZSUzRCUyN3Bvc2l0aW9uJTNBJTIwYWJzb2x1dGUlM0J0b3AlM0ElMjAwJTNCbGVmdCUzQSUyMDAlM0Jib3R0b20lM0ElMjAwJTNCcmlnaHQlM0ElMjAwJTNCbWFyZ2luJTNBJTIwMCUzQnBhZGRpbmclM0ElMjAwJTNCYm9yZGVyJTNBJTIwMCUyMG5vbmUlM0JoZWlnaHQlM0ElMjAxcHglM0J3aWR0aCUzQSUyMDFweCUzQm1pbi1oZWlnaHQlM0ElMjAxMDAlMjUlM0JtaW4td2lkdGglM0ElMjAxMDAlMjUlMjclMjBmcmFtZWJvcmRlciUzRCUyNzAlMjclMjBjbGFzcyUzRCUyN2Nlcm9zLWV4cGVyaWVuY2UlMjclMjB0aXRsZSUzRCUyN1B1cmVCcmlkZ2UlMjBNaWdyYXRpb24lMjclMjBzY3JvbGxpbmclM0QlMjdubyUyNyUzRSUzQyUyRmlmcmFtZSUzRSUzQyUyRmRpdiUzRSUzQ3NjcmlwdCUyMHR5cGUlM0QlMjJ0ZXh0JTJGamF2YXNjcmlwdCUyMiUyMHNyYyUzRCUyMmh0dHBzJTNBJTJGJTJGd3d3LmdlbmVzeXMuY29tJTJGZXhwbG9yZSUyRnB1cmVicmlkZ2UtbWlncmF0aW9uJTJGamEtanAlMkZhc3NldHMlMkZzY3JvbGwtcHJveHkubWluLmpzJTIyJTIwZGF0YS1jZXJvcy1vcmlnaW4tZG9tYWlucyUzRCUyMiUyMiUzRSUzQyUyRnNjcmlwdCUzRQ== MIT調査レポート グローバルなAIの課題：期待、現実、そしてAIの役割とデータ共有 AIがビジネスに及ぼす本当の影響を理解する人工知能（AI）機能を活用しているのは、もはや技術系の大企業だけではありません。マサチューセッツ工科大学（MIT）の調査によると、製造、エネルギー、医療、政府機関など、あらゆる業界と業種の組織がAIソリューションを使用して試しています。 MIT Technology Review Insightsは、世界のさまざまな業界と地域の上級管理職1,000人以上に対して、現在のAIの使用状況と将来の計画についてアンケート調査を実施しました。レポートの内容は以下のとおりです。 AIの実用的なユースケース 企業が抱えている拡張性の課題 データ共有とAI機能拡張に関する企業の準備体制 レポートのダウンロードはこちらから [mktoform cta_header="" cta_button="レポートのダウンロードはこちらから" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001t8p0QAA" ar_url="https://www.genesys.com/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing" ar_title="The global AI agenda – Promise, reality and the role of AI and data sharing"] 調査レポート： ニューノーマルが作った新たな環境： コンタクトセンター現場の変化（調査データ） [cutoff co_thick="2px"]※こちらの資料は現状、英語にて提供させていただいております。 従来、米国のコンタクト・センター・エージェントのうち、常時リモートで作業していたのはわずか13%でした。現在、パンデミックのために移行した環境で業務を継続するには、多くのコンタクト・センターでリモート・ワークを含む継続プランを導入する必要があります。 ニューノーマルが作った新たな環境下で、米国のコンタクトセンター現場にてどの程度の割合の会社がシステムをクラウドへ移行したか、エージェントをリモート環境に移しているか、など詳細な最新データをご覧いただけます。 また、ContactBabelからのこのレポートは、これらを効果的に行う方法を示しています。 リモート作業を可能にするツールを確認する リモート作業ツールの実装にかかる時間 リモートエージェントとチームの管理方法 [mktoform cta_header="調査データはこちら" cta_button="ダウンロードはこちら" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001t7ThQAI" ar_url="https://www.genesys.com/campaign/move-your-contact-center-to-the-cloud-thank-you"] 調査レポート： ビジネスバリュー分析： Genesysカスタマーエクスペリエンス・テクノロジー Nemertesビジネスバリュー分析は、テクノロジー製品やサービスを独自に評価し、グローバル企業へのバリューを特定します。Nemertesは、そうした製品やサービスを使用しているテクノロジー専門家への詳しいインタビューを通じ、彼らの組織の効率性という点において実際のメリットや改善点を分析、定量化します。 [cutoff co_thick="2px"]各企業ともレガシーなオンプレミスソリューションからGenesysのカスタマーエクスペリエンス・テクノロジーへの移行によるメリットを報告しています。それには概して、以下のようなメリットが挙げられます。 • ソリューション管理に必要な人員を52％削減 • 運用コストを31％削減 • 初回完結率（FCR）を23％改善 • コール処理時間（CHT）を13%削減 • カスタマー満足度（CSAT）スコアを6％向上 その他のメリットとしては、導入の迅速性、グローバル展開における拡張性、セールス拡大、利用可能な機能数の拡大などがあります。 本書では、独自の大規模なグローバル調査研究の中からコンタクトセンターの全体的な傾向を紹介します。さらに、Genesysカスタマー10社が立証した変化の概要を紹介するとともに、Genesysカスタマーを掘り下げて調査します。最後に、それぞれの参加企業のケーススタディを簡単にまとめます。[mktoform cta_header="エグゼクティブブリーフはこちら" cta_button="ダウンロードはこちら" ar_status="dynamic" cid_id="7011T000001t7JrQAI"] エグゼクティブブリーフ： 安心してクラウドへ移行するためにできること ジェネシス オンプレミスをご利用中の企業様に俊敏性、拡張性、革新性を提供します [cutoff co_thick="2px"]ユーザーは好みのチャネルを使用して企業とコミュニケーションをとりたいと考えています。これには、オンプレミスシステムでは処理できない新しいチャネルも含まれます。ご利用中のジェネシス ソリューションをクラウドに移行することにより、季節的な需要や会社の成長というビジネスニーズの変化に応じて規模を簡単に拡張または縮小する俊敏性がもたらされます。また、定期的なソフトウェアアップデートにより、常に最新バージョンを使用し、ジェネシスの最新イノベーションを活用できます。 ジェネシスの移行方法は実証済みであり、クラウドへの移行を分かりやすくシンプルに指示します。クラウドへの移行手順は次のように簡単です。 ビジネスやお客様の期待を上回るとどのような状態になるのかを確認します ジェネシスの実績のあるユースケースを活用します すべての作業をジェネシスに任せ、安心して移行します 目標とするビジネス成果を達成します [mktoform cta_header="エグゼクティブブリーフはこちら" cta_button="ダウンロードはこちら" ar_status="default" cid_id="7011T000001t7H2QAI"] チェックリスト： クラウドへ移行する際の重要なチェックリスト [cutoff co_thick="2px"]ユーザーからの高まる期待に応えながら、既存のコールセンター運用を管理するには、適切なソリューション、インフラストラクチャー、プロバイダーが必要です。オンプレミスシステムは、目標と成果を達成するうえで最も効率的な方法とは限りません。 未来を見据えた最善策となるのは、最新テクノロジーを常に利用できるクラウドソリューションへの移行です。この包括的なチェックリストを使用して、移行への計画を立てましょう。チェックリストの情報から、次のようなことが可能になります。 事業における目標と成果を特定します 導入オプションを評価します テクノロジーのニーズと優先順位を把握します [mktoform cta_header="チェックリストの取得はこちら" cta_button="ダウンロードはこちら" ar_status="default" cid_id="7011T000001t7GxQAI"] データシート クラウド・コールセンターにアップグレードするタイミングを示す12のサイン 競争力を維持するためには、お客様の期待を上回る必要があります。コールセンターには、それを簡単に実現する環境が求められます。データシートをお読みになり、コールセンターをクラウドに移行し、成果を促進する適切なタイミングをご確認ください。クラウド・コールセンターへの移行には、次のようなメリットがあります。 CXの成長を促進します 業務効率が向上します 各チャネルの連携が強化されます データシートはこちら [mktoform cta_header="" cta_button="ダウンロードはこちら" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001t7GsQAI" ar_url="https://www.genesys.com/campaign/12-signs-thank-you"] IDC調査レポート： Google Cloudとジェネシスにより、AIの変革をもたらす力をコールセンターに活用 2020年、カスタマーエクスペリエンスが、価格と製品に代わり重要なブランド差別化要因となるでしょう。コールセンターは優れたカスタマーエクスペリエンス提供の最前線です。1度のやりとりで、顧客が望む通りに、いつでも迅速なセルフサービスが提供できるとしたらどうでしょうか。その後、人工知能（AI）を使用できるエージェントへ顧客をスムーズに引き継ぎ、迅速に問い合わせに答えることができるとしたら。 IDCによれば、「2025年までに、AIを活用する企業は競合の1.5倍のネットプロモータースコア（NPS）を達成することができるようになる」ということです。 IDCの調査レポートでは、コールセンターでAIを活用することにより、以下を実現できると紹介しています。 顧客満足の向上 エージェントの支援 ビジネス情報の増強 IDCの調査レポートはこちら [mktoform cta_header="" cta_button="今すぐ読む" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8gNQAQ"] Genesys eBook 2020年のカスタマーサービスにおける3つのメガトレンド： AIとサービスエージェントを融合して顧客体験を強化 [cutoff co_thick="2px"]レポートが提供する内容 自動化とAIは、着実にカスタマーサービス業務に浸透し、企業はそのメリットを享受しています。業務の効率化が進み、企業は他社とは異なる体験を提供できるようになり、新たな収入源を開拓してビジネスモデルの刷新を進めています。自動化とAIは人員の変革にも影響しています。エージェントは無駄なく迅速に仕事を進められるようになり、より高い顧客満足度を獲得しています。このレポートでは、カスタマーサービスのリーダーが2020年に注目すべき上位3つのカスタマーサービストレンドを紹介します。 上記の懸念事項が、自分たちあるいは自分たちのコンタクトセンターに1 つでも該当する場合は、今こそ最新のオムニチャネルカスタマーエクスペリエンス・ソリューションへ移行する時期です。[mktoform cta_header="資料ダウンロード" cta_button="ダウンロードする" ar_status="dynamic" cid_id="7011T000001t6YbQAI"] Genesys eBook 古いコンタクトセンター用テクノロジーのリスクを最小化し、将来に向けた顧客エクスペリエンスを [cutoff co_thick="2px"]オムニチャネルへの移行のタイミングを示す兆候 • コンタクトセンターが、すべてのチャネルやタッチポイントに一貫し、連携したサービスを提供できなくなっている • 既存のプラットフォームが、安全な実績のあるクラウドソリューションなどの着実に進化するイノベーションに対応できず、ビジネスアジリティやカスタマーエンゲージメントが危機にさらされている。 • 既存のコンタクトセンターベンダーが、自分たちを継続的成功に導くイノベーション性、ビジョン、リーダーシップ、将来への投資に欠けていることを懸念している。 上記の懸念事項が、自分たちあるいは自分たちのコンタクトセンターに1 つでも該当する場合は、今こそ最新のオムニチャネルカスタマーエクスペリエンス・ソリューションへ移行する時期です。[mktoform cta_header="資料ダウンロード" cta_button="ダウンロードする" ar_status="dynamic" cid_id="7011T000001t6UKQAY"] オムニチャネルで成功するための秘訣とは？ [cutoff co_thick="2px"]オムニチャネルは、セルフサービスおよびアシスト付きサービスの顧客エンゲージメントをますます急激に変化させています。Web、モバイル、ソーシャルメディアの急増により権限を持った顧客は、複数のチャネルよりも提供されていればセルフサービスをより活用するようになっています。 今日、ほとんどの企業が複数のチャネルに対応できますが、多くはそれらを縦割りの部門ごと状に管理しているため、結果として断片的な顧客体験、セールスオポチュニティの逸失、運用効率の低下につながっているのです。詳しくは資料をダウンロードしてご確認いただけます。[mktoform cta_header="資料ダウンロード" cta_button="ダウンロードする" form_p_target="custom" cid_id="7011T000001IdMRQA0"] Google Cloud “Cloud OnAir” 2020年3月5日（木）放送 『AI の力で次世代型コンタクトセンターへ 』 〜 Contact Center AI ソリューションにおけるジェネシス・ジャパン株式会社との取り組み〜[cutoff co_thick="2px"]毎週木曜日18:00-19:00にOnAirされています、Google Cloudの“Could OnAir”にジェネシス・ジャパンが出演致しました。 今回の放送では、Google Cloudの渕野様と共に弊社ソリューションコンサルティング本部より、水野美穂と正木寛人が講演させていただきました。Google Cloud ソリューションの一つ、Contact Center AI とGenesys Cloudを連携した活用方法について、事例、デモを踏まえてお話しました。[mktoform cta_header="動画ダウンロード" cta_button="動画を閲覧する" form_p_target="custom" cid_id="7011T000001krYcQAI"] Genesys eBook ITマネージャー用ガイド : コールセンターテクノロジー移行戦略書 確実に次のステップへ[cutoff co_thick="2px"]特に複数の機能を一つに統合する新しいアプリケーション へ移行することは、大変な作業を伴います。しかし、プロ セスを把握し、ちょっとした計画を立てることで、さほど 大変な作業ではなくなります。この戦略書は、クラウドコ ンタクトセンターの成功に向け特定すべき人物と完了すべ きタスクの実行リストを提供するものです。 以下のステップを踏み、コンタクトセンター・テクノロジー の移行、導入に向けた社内プロジェクトチームの編成、準 備状況の診断、主な意思決定を行います。[mktoform cta_header="資料ダウンロード" cta_button="ダウンロードする" ar_status="dynamic" cid_id="7011T000001kqoUQAQ"] AIでカスタマー満足度、セールス、 労働力への取り組みを改善 ―AI導入は、現在そして長期的なスパンでビジネスに競争力をもたらすために実施できる最も重要な対策の1つです。[cutoff co_thick="2px"]多くの企業がカスタマーサービスのやり取りの中でAIを採用していますが、その価値は企業全体にまで及びます。GenesysでAIをさらに進化させましょう。AIは弊社ポートフォリオすべての領域に組み込まれています。自分たちの情報、プロセス、インサイト、トレンドを自動化し、チーム（人的資源）の力でそれを組み合わせ、最大限の成果を出しましょう。 Genesysでこのような主要分野にインパクトを与えましょう。 • ボットでカスタマー満足度を向上 • 予測的エンゲージメントによるセールスの拡大 • 自動化を駆使し労働力への取り組みを改善 本書では、Genesysソリューションがどのように他のソリューションと異なるのか、また弊社のお客さまが成果を挙げるためにいかにソリューションを活用したかを説明します。[mktoform cta_header="資料ダウンロード" cta_button="E-bookを入手する" ar_status="dynamic" cid_id="7011T000001kp4wQAA"] デジタルを活用した販売拡大の推進 ―コールセンターの現場におけるデジタルマーケティングとの融合とその具体的な方法について[cutoff co_thick="2px"]デジタル市場は目まぐるしく変化します。存在を知ってもらうこと、常に周知された存在であることは容易ではありません。市場に身を置くだけで、同じような製品を持つものすべてと競争していることになります。周知されるには、クリエイティブで、目立つ存在であり、魅力的かつ有名でなければなりません。そして存在を知られるや否や、今度は見込客が納得して自分たちを選ぶよう、あらゆる手を尽くさなければなりません。 ー第1章：デジタルワールドにおけるリード管理 ー第2章 リアルタイムエンゲージメントと自動化によるコンバージョン率の向上 ―第3章 実世界におけるAIと予測分析[mktoform cta_header="資料ダウンロード" cta_button="E-bookを入手する" ar_status="dynamic" cid_id="7011T000001kp4NQAQ"] アジア各国のカスタマーサービスに関するリサーチ結果をまとめました ―（日本フォーカス編）良いカスタマーサービス・悪いカスタマーサービスとは？ [cutoff co_thick="2px"]Genesysの「2019年のGOOD（およびBAD）顧客サービス」調査において、アジア太平洋地域の多様な市場で優れたCXを提供するための重要な成功要因が明らかになりました。 このレポートは、この地域の10か国の8000人以上の消費者から得られた調査結果に基づいて、オムニチャネル時代の顧客満足度を左右する主要なコンポーネント（応答時間、オペレーターの経験、チャットボットなどの自動化テクノロジーの使用など）を強調しています。 レポートをダウンロードして確認してください。 ・ アジア各国の消費者が問題を解決するのに最も効果的であるチャネルとその理由。文字通り、顧客を泣かせる3つのNG対応とは？ ・ アジア各国の消費者の52％がボットからのカスタマーサービスに対してオープンである理由と、自動化されたオプションが機能しないケースとは？ ・ 消費者がプレミアムカスタマーサービスに追加料金を支払う可能性が高い市場、および追加費用なしでそれを期待する市場について。[mktoform cta_header="資料ダウンロード" cta_button="E-bookを入手する" ar_status="dynamic" cid_id="7011T000001knikQAA"] 上質なCXを提供するためにAIを活用する10の方法 [cutoff co_thick="2px"]顧客は、選択したチャンネルにすばやくアクセスし、操作しやすいパーソナライズされたエクスペリエンスを求めています。そして、従業員は日常的なタスクを減らしてやりがいのある仕事を望んでいます。 ボット、自動化、機械学習の使用により、これらすべてが可能になります。重要なことは、人工知能（AI）への投資から最大限の利益を得ることに集中することです。 このヒントシートでは、AIを使用して、よりスマートにセンターの運営・個々の作業ができる方法をご紹介しています： すべての顧客タッチポイントを接続し、オムニチャネル基盤を使用してチャネル全体でお客様とやり取りの履歴を共有します セルフサービスとアシストサービスを組み合わせて、シームレスなエクスペリエンスを顧客に提供します 仮想アシスタントを使用して、従業員が製品アップセルを含む、顧客により良いサービスを提供する方法を予測します [mktoform cta_header="資料ダウンロード" cta_button="E-bookを入手する" ar_status="dynamic" cid_id="7011T000001knj4QAA"] チャットボットはエージェントの代わりにならない ―チャットボットをエージェントのアウトプット増強のために使い、企業と顧客へのメリットとなる 4 つのアプローチ [cutoff co_thick="2px"]カスタマーサービス部門はチャットボットの流行 に踊らされています。コスト削減と効率化が向上 すると信じて、多くの機関が早急にエージェント をチャットボットに置き換えようとしています。 しかし、サービスのワークフローからエージェン トを排除することが、効率を向上させる唯一の、 または最も簡単な手段ではありません。カスタ マーサービスの責任者は、本稿を読み、エージェ ントの補完（置き換えではない）のための 4 つ のアプローチとその利点を学ぶ必要があります。[mktoform cta_header="資料ダウンロード" cta_button="E-bookを入手する" ar_status="dynamic" cid_id="7010d000001GZ1PAAW"] PureCloud：デモビデオ ～オペレーター向け＆SV向け編 [cutoff co_thick="2px"]PureCloudの実際の管理画面の使用イメージを解説した動画になります。 右のフォームから情報を入力していただくと、オペレーター向けと監督者向け両方の動画がご覧いただけます。 【ジェネシス・ジャパン PureCloud】: hhttps://www.genesys.com/ja-jp/platform/purecloud 【お問合せ】： TEL：03-5989-1300 【オンラインデモ】：https://bit.ly/2XTpQHO[mktoform cta_header="動画の閲覧をリクエストする" cta_button="動画ページへアクセス" form_p_target="custom" url_target="yes" ar_status="dynamic" cid_id="7011T000001kmmqQAA" url="https://www.genesys.com/ja-jp/campaign/purecloud-demo-video-page"] コールセンターテクノロジーの統合において考慮すべきポイント [cutoff co_thick="2px"]コールセンターシステムの技術は複雑化しているため、全ての懸念事項を洗い出し、定義するのは困難です。センターを統合するための基礎、どこから始め、何を考慮すべきかを把握する必要があります。 こちらのホワイトペーパーでは、これらの複雑化する事象をいかにしてまとめ上げ、コンタクトセンターの統合を成功させるうえで考慮すべき事項について見ていきます。[mktoform cta_header="ダウンロード" cta_button="E-bookをダウンロード" ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] クラウドベースのコンタクトセンターなら、在宅勤務でも対応が可能になります 在宅のコールセンター業務を可能にするために検討すべきポイントとは 在宅運用を可能にするための重要なポイントを見ていきましょう[cutoff co_thick="2px"]Genesys Cloudは、クラウドベースのコンタクトセンターです。 シームレスに各種コミュニケーションチャネルを統合することで、一連の顧客対応を 最適化し、オムニチャネルにおける、真の顧客との関わりを持てるようになります。 新たなコミュニケーションチャネルが絶え間なく生み出されているため、ビジネス 内容について考えるにあたっては、お客様の好みに加え、技術的進化や各種データ のニーズにも対応する必要があります。 在宅でコールセンター運営を可能にすることで得られる５つのメリットとは？詳細は資料をダウンロードしてご確認ください。 [mktoform cta_header="資料をダウンロードする" cta_button="チェックする" ar_status="dynamic" cid_id="7010d000001GdoIAAS"] 『G-Summit Tokyo2019』講演動画４（パネルディスカッション３「デジタルマーケティングとコンタクトセンターの融合」）[cutoff co_thick="2px"]7月11日に開催したG-Summit Tokyo 2019は600人に迫る方にご来場いただき、大盛況のうちに終了することができました。 今回のG-Summitでは、デジタル・AI・クラウドをキーワードに、デジタル時代のCXやコンタクトセンターのあるべき姿をテーマに、CXの起点として競合他社との差別化、サービスに加えセールス＆マーケティングの領域への役割の拡大、そのためのAIやクラウドをはじめとしたテクノロジーの活用など、お客様やパートナー企業様にもご協力いただきながらメッセージを発信させていただきました。 これからのCX、コンタクトセンターを考えていく上で皆様のお役に立てたのであれば幸いです。G-Summitでのパネルディスカッション１の動画を共有させていただきますので、是非、ご参照下さい。 ―G-Summit Tokyo 2019 -パネルディスカッション 3― 「デジタルマーケティングとコンタクトセンターの融合」 【登壇企業】：UTグループ株式会社 大森 勇輝様、伊藤忠テクノソリューションズ株式会社 堀田 祐揮様、株式会社エス・エム・エス 光山勝之様 【モデレーター】：ジェネシス・ジャパン株式会社 水野美穂 ・【レポート記事はこちら】：https://www.genesys.com/ja-jp/blog/post/g-summit-tokyo-part-1 ・【イベントレビューページ】：https://www.genesys.com/ja-jp/events/g-summit-tokyo-reviewG-Summit ダイジェストレポート：講演動画[mktoform cta_header="動画の閲覧をリクエストする" cta_button="チェックする" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001GdQLAA0" url="https://www.genesys.com/ja-jp/events/g-summit-digest-video4"] 『G-Summit Tokyo2019』講演動画のダウンロード3 (パネルディスカッション２）「コンタクトセンターにおけるAI活用の将来性」[cutoff co_thick="2px"]7月11日に開催したG-Summit Tokyo 2019は600人に迫る方にご来場いただき、大盛況のうちに終了することができました。 今回のG-Summitでは、デジタル・AI・クラウドをキーワードに、デジタル時代のCXやコンタクトセンターのあるべき姿をテーマに、CXの起点として競合他社との差別化、サービスに加えセールス＆マーケティングの領域への役割の拡大、そのためのAIやクラウドをはじめとしたテクノロジーの活用など、お客様やパートナー企業様にもご協力いただきながらメッセージを発信させていただきました。 これからのCX、コンタクトセンターを考えていく上で皆様のお役に立てたのであれば幸いです。G-Summitでのパネルディスカッション１の動画を共有させていただきますので、是非、ご参照下さい。 G-Summit Tokyo 2019 -パネルディスカッション 2 「コンタクトセンターにおけるAI活用の将来性」 【登壇企業】：株式会社BEDORE 下村 勇介様、NTTテクノクロス株式会社 町田健一様 富士通株式会社 近藤 祐朗様 【モデレーター】：ジェネシス・ジャパン株式会社 正木寛人 ・【レポート記事はこちら】：https://www.genesys.com/ja-jp/blog/post/g-summit-tokyo-part-1 ・【イベントレビューページ】：https://www.genesys.com/ja-jp/events/g-summit-tokyo-reviewG-Summit ダイジェストレポート：講演動画[mktoform cta_header="動画の閲覧をリクエストする" cta_button="チェックする" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001GdOAAA0" url="https://www.genesys.com/ja-jp/events/g-summit_digest_movie3"] 『G-Summit Tokyo2019』講演動画のダウンロード2 (パネルディスカッション１『クラウドコンタクトセンター、次の一手』）[cutoff co_thick="2px"]7月11日に開催したG-Summit Tokyo 2019は600人に迫る方にご来場いただき、大盛況のうちに終了することができました。 今回のG-Summitでは、デジタル・AI・クラウドをキーワードに、デジタル時代のCXやコンタクトセンターのあるべき姿をテーマに、CXの起点として競合他社との差別化、サービスに加えセールス＆マーケティングの領域への役割の拡大、そのためのAIやクラウドをはじめとしたテクノロジーの活用など、お客様やパートナー企業様にもご協力いただきながらメッセージを発信させていただきました。 これからのCX、コンタクトセンターを考えていく上で皆様のお役に立てたのであれば幸いです。G-Summitでのパネルディスカッション１の動画を共有させていただきますので、是非、ご参照下さい。 G-Summit Tokyo 2019 -パネルディスカッション １ 『クラウドコンタクトセンター、次の一手』 【登壇企業】：アクサ生命保険株式会社 ホマセル グレゴワール様・水川 貴雄様、株式会社東京個別指導学院 三好 知彦様 【モデレーター】：ジェネシス・ジャパン株式会社 ポール・リッチー ・【レポート記事はこちら】：https://www.genesys.com/ja-jp/blog/post/g-summit-tokyo-part-1 ・【イベントレビューページ】：https://www.genesys.com/ja-jp/events/g-summit-tokyo-reviewG-Summit ダイジェストレポート：講演動画[mktoform cta_header="動画の閲覧をリクエストする" cta_button="チェックする" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001GczeAAC" url="https://www.genesys.com/ja-jp/events/g-summit-tokyo-2019-video2"] システム導入前の要件整理に！ クラウドに移行する際の要件チェックリスト：社内外の要件整理に便利なシート コールセンターシステムの要件定義、社内における調整事項、外部ベンダー選定にあたってのチェック項目などを網羅したリストとなります。[cutoff co_thick="2px"]コールセンターの現場で様々な課題に直面した場合、対処の成否はコンタクトセンターテクノロジーが適切なものであるかどうかにかかっています。 従来のシステムではチャネルや顧客情報が限定され、その結果、事業運営やカスタマーエクスペリエンスに影響を及ぼす境界ができる可能性があります。適切なコンタクトセンターソリューションとプロバイダーを利用して顧客が期待するサービスを提供することで、継続的な成果への道が開かれます。 このシステム移行チェックリストは、さまざまなソリューションを模索し、ビジネス要件やテクノロジー要件を確立するためのガイドとして利用できます。目標を明確にし、ソリューションを特定し、ベンダーの評価を行う過程で、これらの項目について網羅されている便利なチェックリストとなっています。[mktoform cta_header="資料をダウンロードする" cta_button="チェックする" ar_status="dynamic" cid_id="7010d000001GcBUAA0"] 『G-Summit Tokyo2019』講演動画のダウンロード１(基調講演約60分）『ジェネシスから始まるデジタル時代のCXとコンタクトセンター』[cutoff co_thick="2px"]7月11日に開催したG-Summit Tokyo 2019は600人に迫る方にご来場いただき、大盛況のうちに終了することができました。 今回のG-Summitでは、デジタル・AI・クラウドをキーワードに、デジタル時代のCXやコンタクトセンターのあるべき姿をテーマに、CXの起点として競合他社との差別化、サービスに加えセールス＆マーケティングの領域への役割の拡大、そのためのAIやクラウドをはじめとしたテクノロジーの活用など、お客様やパートナー企業様にもご協力いただきながらメッセージを発信させていただきました。 これからのCX、コンタクトセンターを考えていく上で皆様のお役に立てたのであれば幸いです。 G-Summitでの基調講演の動画を共有させていただきますので、是非、ご参照下さい。G-Summit ダイジェストレポート：講演動画[mktoform cta_header="動画の閲覧をリクエストする" cta_button="チェックする" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001Gc4dAAC" url="https://www.genesys.com/ja-jp/events/g-summit-tokyo-2019-video1"] G-Summit東京講演資料：2『ジェネシス CX ソリューションアップデート』ジェネシス・ジャパン株式会社：三成茂 曾田潤[cutoff co_thick="2px"]クラウド・AI・デジタルをテーマに、オムニチャネルを全方位で最適化するシステム「Alto Cloud」のデモを交えた講演資料となっております。[mktoform cta_header="資料をダウンロードする" cta_button="チェックする" ar_status="dynamic" cid_id="7010d000001GbpdAAC"] G-Summit東京講演資料：１基調講演：『ジェネシスから始まるデジタル時代の CXとコンタクトセンター』米ジェネシス社：クリストファー・コネリー[cutoff co_thick="2px"]2019年、令和のスタートとともに、新CEOを迎え、ジェネシスの新たなジャーニーが始まりました。 AI、クラウドのテクノロジーにフォーカスすることで、コンタクトセンターに新しい息吹をもたらすとともに、 デジタル・マーケティングとの融合によって収益や顧客維持に直結するカスタマーエクスペリエンスの戦略的な アセットへと変貌するために。基調講演ではグローバル、そして日本におけるジェネシスのビジョンや戦略、ソリューション・ロードマップを皆様と共有します。[mktoform cta_header="資料をダウンロードする" cta_button="チェックする" ar_status="dynamic" cid_id="7010d000001GbpiAAC"] MITテクノロジーレビュー 人＋ボットが実現する CX と業務効率の向上 世界中の企業は、いかにして、人間のスキルとAIをブレンドし、顧客との親和性を高め、会社として成長するのか？ [cutoff co_thick="2px"]世界中の企業は、カスタマーエクスペリエンスを向上させ、 顧客とのより深い関係を築くために人工知能（AI）で革新 を続けています。 このMITレポートにより、世界中の大企業および中堅企業の 599人の経営幹部への調査とインタビューを通じて、 ほとんどの顧客中心型企業がすでに顧客向けの運用および 顧客エクスペリエンス管理プロセスでAIを広範に展開 していることが明らかになりました。 このレポートを入手して、世界規模の研究の完全な結果に アクセスしてください。本資料から得られるインサイトは次のとおりです： ・回答者の90％近くが、苦情処理のスピードが大幅に 改善されたと報告しています。 ・AIを使用した80％ノートの拡張通話量処理回答者の 80％が、顧客満足度、サービス提供、コンタクトセンターの パフォーマンスの大幅な向上を報告しています。 ・北米では、回答者の60％が、来年には顧客のライフタイムを 10％以上向上させると考えています。 ・ヨーロッパは、ブランド認知度を高め、より強い カスタマーエクスペリエンスの才能を築くためにAIを 使用することをリードしています。 ・アジア太平洋地域の回答者の3分の1以上が、 AIの利用増加と10％以上の収益成長を結びつけることが できています。[mktoform cta_header="MITレポートをダウンロードする" cta_button="チェックする" ar_status="dynamic" cid_id="7010d000000maXQ"] ジェネシス・ジャパン 『オムニチャネルやAI活用を見据えた クラウド型コンタクトセンター選択のポイント』 [cutoff co_thick="2px"]※本資料は、2019/5/29のセミナー「コールセンター / CRM デモ&コンファレンス 2019 in 大阪」における講演資料となります。 講演概要： オムニチャネル、AIなど様々な要素を考慮し、いかしにてクラウド型コンタクトセンターソフトウェアの選定のポイントを定義するか、その方法について、こちらの資料でご説明してまいります。 ジェネシス・ジャパン株式会社 西日本営業部 橋本 健[mktoform cta_header="ヒントが詰まった資料をダウンロード" cta_button="ダウンロードする" ar_status="dynamic" cid_id="7010d000001GZ2DAAW"] ジェネシス・ジャパン 『最適なカスタマージャーニーを提供するための Web/コンタクトセンター連携の手法』 [cutoff co_thick="2px"]※本資料は、2019/5/22の弊社Webセミナー「最適なカスタマージャーニーを提供するためのWeb/コンタクトセンター連携の手法」における講演資料となります。 講演概要： Webやモバイルサイトが顧客接点のファーストコンタクトポイントとなった今、これまで分断されていたWebとコンタクトセンターでの人的サービスを有機的に連携し、お客様の属性や行動に沿って最適なカスタマージャーニーを形成することが、カスタマーサービスにおいては問題解決のスピードアップや解決率向上、オンライン・ショップの場合はコンバージョンの改善や単価向上といったビジネス成果につながるようになりました。今回のWebセミナーでは、オンライン上の行動データやCRMデータから顧客ニーズを予測して最適なオファリングを提供するジェネシス・プロアクティブ・エンゲージメントによって、顧客接点におけるCXをどのように改善できるかをご紹介します。 タイトル：顧客エンゲージメントを強化するWebとコンタクトセンター連携のためのポイント 講師： ジェネシス・ジャパン株式会社 ソリューション・コンサルティング本部 本部長 中野 正人 シニア・ソリューション・コンサルタント 三成 茂 [mktoform cta_header="ヒントが詰まった資料をダウンロード" cta_button="ダウンロードする" ar_status="dynamic" cid_id="7010d000001GZ2DAAW"] ジェネシス・ジャパン 『AIをベースにした金融機関における顧客接点の再構築』 [cutoff co_thick="2px"]※本資料は、2019/5/16の富士通様によるセミナー「富士通フォーラム」における弊社講演資料となります。 金融機関において、デジタル化によって変わりつつある消費者ニーズに適合した顧客接点を再構築するために、デジタル、店舗、コールセンターといった顧客接点を有機的に統合するAIテクノロジー活用の手法を提言します。 1. もはや「言い尽くされた」金融機関（銀行）への脅威 2. 金融機関は具体的にどのような対応を取るべきか？テクノロジ企業のような発想とは 3. 金融機関における AI の採用に加えるべき新たな視点 4. AI をベースにした金融機関における顧客接点の再構築 5. 弊社 AI ベースソリューションのご紹介 [mktoform cta_header="ヒントが詰まった資料をダウンロード" cta_button="ダウンロードする" ar_status="dynamic" cid_id="7010d000001GYPqAAO"] [this_page_title] [cutoff co_thick="2px"] 中小企業には、大企業の競合相手に対するユニークなアドバンテージがあります。すなわち、中小企業は適応性に優れ、より上手にテクノロジーとともに成長し、変化していくことができるという利点があります。新たなイノベーションによって現代のビジネスが刻々と変化していく中で、中小企業は独自の俊敏性を利用して、大企業よりも早く最新のツールを活用していくことが可能です。これによって、中小企業は最先端を行くことができ、現在および将来における成功を確かなものとすることができるのです。 本ヒントをダウンロードすれば、3のテクノロジーの側面がわかります。 ・市場において中小企業を際立たせる ・強みをブーストし、一般的に想定されているウィークポイントを無くしてゆく ・変化を受け入れ、これを活用してゆく [mktoform cta_header="ヒントが詰まった資料をダウンロード" cta_button="ダウンロードする" ar_status="dynamic" cid_id="7010B000001SZ1UQAW"] ホワイトペーパー セミナー 資料ダウンロード： 次世代のデジタルマーケティングはコンタクトセンターから始まる こちらは伊藤忠テクノソリューションズ様より、テクマトリクスCRMフォーラムにて使用されました資料に弊社ジェネシス・ジャパンの情報を加えた資料となります。 [cutoff co_thick="2px"] WEBからのアクセスが当たり前となっているカスタマーエクスペリエンスですが、コールセンターとデジタルマーケティングの融合はCXのクオリティを高める上で、喫緊の課題と言えるでしょう。日々、コールセンターとデジタルマーケティングの現場がどのようにしてコラボレーションを図っていくべきなのか、その手法やTOOLをご紹介しております。（後半では弊社デジタルマーケティングTOOLであるAltoCloudのデモのご紹介がございます） [mktoform cta_header="ホワイトペーパーを読む" cta_button="ダウンロードする" form_type="custom" ar_status="dynamic" cid_id="7010d000001GXgWAAW" cust_form_id="5364"] ホワイトペーパー セミナー 資料ダウンロード： Genesys PureCloud Webセミナー～センターのパフォーマンス向上する運用管理機能 こちらは2019/2/7における弊社Webセミナーにて使用しました資料となります。 [cutoff co_thick="2px"] Genesys PureCloudはクラウドの特性を生かし、新しい機能を加えながら日々、進化を続けるクラウド型コンタクトセンター・サービスです。今回のWebセミナーでは、PureCloudの概要とともに、業務に合わせた柔軟なコンタクトセンターの運用を実現するIVRやコールフロー作成ツール、レポーティングおよび分析機能、電話からデジタルまでカバーしたレコーディング機能など、コンタクトセンターの運用管理者向けの管理ツールを中心にデモを交えてご紹介します。 [mktoform cta_header="ホワイトペーパーを読む" cta_button="ダウンロードする" form_type="custom" ar_status="dynamic" cid_id="7010d000001GXkxAAG" cust_form_id="5364"] ホワイトペーパー セミナー 資料ダウンロード： AIが変革するカスタマーエクスペリエンスの未来 こちらはGartner Customer Experience & Technologies Summit 2019における弊社講演にて使用しました資料となります。 [cutoff co_thick="2px"] 顧客の期待を上回るカスタマーエクスペリエンスを実現するには、静的なデータに企業と顧客とのインタラクションのようなリアルタイムな行動データを組み合わせ、顧客ニーズを分析・予見した最適なサービスを提供する事が重要です。AIをベースにしたCX基盤のあり方を紹介します。 [mktoform cta_header="ホワイトペーパーを読む" cta_button="ダウンロードする" form_type="custom" ar_status="dynamic" cid_id="7010d000001GXksAAG" cust_form_id="5364"] ホワイトペーパー セミナー 資料ダウンロード： チャットボットだけでないコンタクトセンターにおけるAI活用の可能性 こちらは2019/3/8のテクマトリックス大阪における、弊社講演にて使用しました資料となります。 [cutoff co_thick="2px"] 顧客対応の自動化とコストダウンの観点から、AIやチャットボットの導入が注目を集めていますが、コンタクトセンターにおけるAIの活用はそれだけに留まりません。従来のコンタクトセンター技術にAIを組み込み、ビジネス成果に直結するルーティングやカスタマージャーニーの追跡を実現し、その役割を進化させる可能性を秘めています。ジェネシスのブレンデッドAIがもたらすコンタクトセンター変革の可能性をご紹介します。 ジェネシス・ジャパン ソリューション・マーケティング・マネージャー 正木 寛人 [mktoform cta_header="ホワイトペーパーを読む" cta_button="ダウンロードする" form_type="custom" ar_status="dynamic" cid_id="7010d000001GXl2AAG" cust_form_id="5364"] ホワイトペーパー Webinar 資料ダウンロード： AI 導入後のあるべきコンタクトセンター管理指標（KPI）の考え方について CX 時代を迎えたコンタクトセンターKPI の進化 [cutoff co_thick="2px"] CX（カスタマーエクスペリエンス）という言葉が一般化する中、コンタクトセンターのあり方も徐々に変わろうとしています。顧客を中心にコンタクトセンター業務を再設計することでITを活用したプロセスのデジタル化や自動化、人が関わるべき業務内容をあらためて見直す時期に差しかかっています。AI やボットなどの従来にない新たなソリューションの導入が本格的に始まった今、今までのコンタクトセンターを管理するKPI の変化や、今後抑えるべき指標について解説します。 （こちらは2019/3/6に弊社webinarで共有された資料となります） 講演者： 株式会社イースマイル CEO 齊藤 勝 氏（NPO 法人コンタクトセンターおもてなしコンソーシアム代表理事） [mktoform form_type="custom" cta_header="ホワイトペーパーを読む" cta_button="ダウンロードする" ar_status="dynamic" cid_id="7010d000001KeRvAAK" cust_form_id="5364"] ホワイトペーパー ジェネシスによる調査結果： 中小企業のためのカスタマーサービスの変革 どの様に中小企業（SMB）は、リスクが小さく、大きな恩恵をもたらせるカスタマーエンゲージメントへ改善することができるのか [cutoff co_thick="2px"] カスタマーエクスペリエンスは、大手企業、中小企業問わず、競争の激しいビジネス環境における最優先課題です。Frost＆SullivanはGenesysの委託を受け、アジア太平洋地域13カ国のビジネスおよびITの意思決定者400名を対象に実態調査を行いました。カスタマーサービス動向レポートでは、カスタマーサービス戦略と実際の能力との間の重大なギャップを明らかにしています。このギャップは、今日常にコネクトされているカスタマーとのシームレスでリアルタイムの契約締結を妨げる可能性があります。 この調査結果は、中小企業が新しい機能を展開し、レガシーなオンプレミスシステムと統合する際に直面する、テクノロジー投資の優先順位と課題を考慮した総合的なカスタマーエンゲージメント戦略に対する需要を明確にしています。主な調査結果は、以下の通りです； 中堅企業の65％は、カスタマーサービスが業績に影響を与えることに同意しています。 中小企業の86％は、チャンネルパートナーがカスタマーデータの取得とその管理との間で、統合された手段をほとんど、若しくは全く持ち合わせていません。 中小企業の87％は、クラウドの導入を検討しています。 全回答者の70％は、今後2年間でAI、プロアクティブアウトバウンドソリューション、メッセージングアプリなどのテクノロジーが重要な投資分野になると予想しています。 2018年フロスト&サリバン中小企業カスタマーサービス動向レポートを活用することで、更なるカスタマーとのより良い関係を築き、貴社のビジネスの持続的な成長をサポートします。 [mktoform cta_header="ホワイトペーパーを読む" cta_button="ダウンロードする" form_type="custom" ar_status="dynamic" cid_id="7010d000001KeRvAAK" cust_form_id="5364"] Article ミレニアル世代を超えて：次世代消費者向けに銀行が準備すべきこと [cutoff co_thick="2px"]2020年までに、CXはプロダクトと価格に先駆けて重要なブランド差別化要因になると予測されていると、調査会社フロスト・アンド・サリバン社は予測しています。ハイパーコネクトで、テクノロジーに精通し、テンポが早く、集中力に欠けた、ミレニアム世代は、とりわけ経験と「信頼性」を評価することで知られています。銀行や金融サービス（BFSI）機関では現在、彼らを更に効果的に扱う必要性を強調しています。ミレニアル世代やZ世代とエンゲージする組織では、モバイルアプリ、AIベースの仮想アシスタンス、チャットボット、セルフサービスブランチなどのデジタルテクノロジーへの進出が増えています。 本記事では以下をご紹介しております： 次世代消費者とのエンゲージの将来性の理解 企業がどうミレニアムとエンゲージし、次世代消費者に向けた準備のための5つの主要戦略 アジア太平洋地域において、現在の銀行や金融機関の取り組みに関する業界の洞察 [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロード" cid_id="7010d000000maHB"] Article 優れたカスタマーエクスペリエンスの獲得における、従業員エンゲージメントの重要性 [cutoff co_thick="2px"]今日、大多数の銀行や金融機関にとって、カスタマーエクスペリエンス（CX）は継続的に「究極の目的」として考えられています。上層部は「ブランド・プロミス」を達成するために努力していますが、組織は顧客の経験レベルが競争力を維持するための潜在的な手段を逃しています。 当ホワイトペーパーでは以下に関してご紹介しています： 従業員のエンゲージメントと最善の支持者にすることの基礎理解 デジタル消費者の需要と、どのように従業員エンゲージメントがそれを満たすのに役立つかの理解 従業員エンゲージメントと顧客サービス戦略への人工知能（AI）の統合 BFSI組織が従業員エンゲージメント支援のために実行していることに関する業界の洞察 [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロード" cid_id="7010d000000meQk"] Article 金融機関による人工知能を利用したカスタマーエクスペリエンス変革 [cutoff co_thick="2px"]人工知能（AI）はグローバル経済にUS15.7兆ドルもの貢献をすると期待されています。デジタルへの取り組みによるカスタマーエクスペリエンスの向上は近年多くの企業にとって重要な任務であり、銀行や金融機関（BFSI）では更に重要になっています。また、アジアパシフィックにおける銀行や金融機関は特にチャットボットのような顧客対応のアプリケーションにおいて、この技術を急速に展開し始めています。 当記事では以下に関してご紹介しています： BFSI部門におけるAIの現状に関する業界の洞察 組織にAIを実装することによる主な利点 AIテクノロジーを導入できる場所 共通の落とし穴と挑戦、そしてその解決方法 [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" cid_id="7010d000000mdpc"] Forrester調査: 最新テクノロジー・ソリューションの活用による、マーケティングとCXの一体化 [cutoff co_thick="2px"]顧客中心の文化は、あらゆる組織における成功の鍵です。絶え間なく変化する技術革新の世界とデジタルチャネルの普及により常に顧客が進化している現在、組織はこれまで以上に顧客にとっての価値、そして顧客がそれらのチャネルでどのように、何時、何故、コンタクトしてきたのかに焦点を当てています。 デジタル/物理的エクスペリエンスのシームレスな提供を可能にするために、CX変革を検討している組織が増えていることから、企業の81％が、CXをビジネスにおいて高い優先順位に位置付けています。 本調査では、アジア太平洋の9か国/地域のマーケティング、カスタマーサービス、カスタマーエクスペリエンス・チームから549人の意思決定者を対象としたオンライン調査の主な結果にスポットを当てています。 次に関する詳細は、Forrester Consultingの委託調査をご確認ください： 戦略的優先事項としてのカスタマーエクスペリエンス CXとマーケティングの一体化 優れたカスタマーエクスペリエンスを提供するための、CXエコシステムの刷新 CXの改善に伴う障壁 テクノロジーの使用によるCX目標の達成 [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" cid_id="7010d000000mazn"] Forrester 業界別スポットライト 最新テクノロジーソリューションの活用による、マーケティングとカスタマーエクスペリエンスの一体化：小売業界にフォーカス [cutoff co_thick="2px"]小売（電子商取引を含む）業界は、購入者のジャーニーと購入経路を理解し、すべてのチャネルとタッチポイントにおいてシームレスなカスタマーエクスペリエンスを実現することに注力しています。ここで成功した人は、ビジネス目標と成功を達成するだけではなく、当分野のリーダーともいえます。 本調査では、すべてのタッチポイントにおいて市場シェアを維持し、獲得するために、小売業におけるカスタマーエクスペリエンスの変革の重要性に焦点を当てています。 本調査では、下記に関する詳細をご確認いただけます。 ブランドとカスタマーエクスペリエンスの一致 今日の業界における課題とその克服方法 顧客中心の技術ソーシングの意思決定 *最新テクノロジーの活用による、マーケティングとカスタマーエクスペリエンスの一体化：リテール業界にフォーカス、2018年7月、Forrester Consultingがジェネシスから委託された「ソートリーダーシップスポットライト」 [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" cid_id="7010d000000mazx"] Forrester 産業別スポットライト: 最新テクノロジーの活用による、マーケティングとCXの一体化：ヘルスケア、製薬業界にフォーカス [cutoff co_thick="2px"]ビジネスを実行する手段としてテクノロジーを採用し、エンゲージメントと顧客ロイヤリティを向上させる豊かな経験を生み出すテクノロジーと患者の知見の真の活用方法を知っている医療機関はほんのわずかです。 当調査では*、アジア太平洋地域におけるヘルスケアおよび製薬業界より104人に回答いただきました。結果は、カスタマーエクスペリエンス・マネージメント・テクノロジーを採用したヘルスケア企業が、どのように組織内のあらゆるタッチポイントにおいて患者の体験に影響を与えるかを示しています。さらに、カスタマーエクスペリエンスを推進するヘルスケア企業では、体験、ブランド、マーケティングの完全な連携を明らかにします。 当調査では、下記に関してもご確認いただけます： 明確なカスタマーエクスペリエンス戦略の重要性 次のレベルへのカスタマーサービスの引き上げ カスタマーエンゲージメント・テクノロジーへの投資の優先順位付け *現代テクノロジーを活用したマーケティングとCXコンバージェンスの推進：ヘルスケア業界に焦点を当て、2018年8月、Forrester Consultingがジェネシスに委託され作成したソートリーダーシップ・スポットライト [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" cid_id="7010d000000mazs"] Forrester 産業別スポットライト: 最新テクノロジーの活用による、マーケティングとCXの一体化：銀行、金融サービス、保険業界にフ ォーカス [cutoff co_thick="2px"]革新的で創造的破壊をもたらすカスタマーエクスペリエンス（CX）戦略の採用は、グロ ーバルバンキング、金融サービス、保険（BFSI）業界にとって困難を伴う挑戦になりま す。今日では、CXとデジタル変革により、ビジネスの実行方法が変わりつつあります。BFSI企業は、デジタル世界で競争力を維持するために機能を改善、効率化し、顧客中心主義に注力する必要があります。 今回の調査*では、アジア太平洋地域のBFSI業界に携わる130人の回答者により、厳しい 顧客の期待に応えるためのカスタマーエクスペリエンス・テクノロジー、マーケティン グ、継続的なサービス改善に関する意見を共有いただきました。 当調査では、以下に関してご確認いただけます。 優先事項としてのカスタマーエンゲージメント・テクノロジーへの投資 カスタマーエクスペリエンスの成功における阻害要因 カスタマーエンゲージメント機能を拡張させるパートナー *現代テクノロジーを活用したマーケティングとCXコンバージェンスの推進：BFSIインダストリーに焦点を当 て、2018年8月、Forrester Consultingがジェネシスに委託され作成したソートリーダーシップ・スポットライト [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" ar_status="dynamic" cid_id="7010d000000mazi"] Forrester TEI スポットライト [this_page_title] [cutoff co_thick="2px"]古いコンタクトセンタープラットフォームを使用してビジネスを継続するには困難が付きまといます。クラウドベースのオムニチャネル・コンタクトセンター ソリューションに移行することは、ビジネスの成長、技術の進歩、顧客の好みの変化に追従するための費用対効果の高い方法です。 Forresterの総経済効果（TEI）調査要約では、古いコンタクトセンターからクラウドベースのソリューションへの移行がどのように以下を実現するかをご確認いただけます。 経費削減 社員の生産性と在籍率の向上 プラットフォームのダウンタイム削減 増収 古いコンタクトセンターソフトウェアをビジネスに浸透させないために、このForresterのスポットライトをダウンロードし、PureCloudプラットフォームから何が得られるかをご確認ください。[mktoform cta_header="Forresterスポットライトのダウンロード" cta_button="ダウンロード" landing_id="64009" cid_id="7010B000001SPLrQAO"] Forrester 調査 [this_page_title] [cutoff co_thick="2px"]通常、コンタクトセンターソリューションのアップグレードはコストのかかる作業ですが、ジェネシス®PureCloud™ソリューションは、3年間で571％のROIと3ヶ月未満での投資回収を実現します。 この委託総経済効果調査（TEI）で、Forrester ConsultingはPureCloudプラットフォームの導入、利益、関連するリスクと投資収益率を検証しています。Forresterは、このクラウドベースのオムニチャネル・コンタクトセンターソリューションを評価するための包括的なフレームワークを提供すべく、北米、ヨーロッパ、アジア太平洋地域におけるPureCloudプラットフォームの使用経験を持つお客様にインタビューしています。 Forresterの調査（完全版）のダウンロードにより、以下をご確認いただけます。 ユーザーの定量化された財務上のメリット システムに関連したコスト PureCloudの総経済効果 [mktoform cta_header="調査資料ダウンロード" cta_button="ダウンロード" landing_id="63190" cid_id="7010B000001SP2aQAG"] Forrester TEI スポットライト グリーンフィールド展開と小規模ビジネス向けクラウドベースのオムニチャネル・コンタクトセンター ソリューションにおけるコスト削減とメリット [cutoff co_thick="2px"]クラウドベースのプラットフォームの利点は、どのような規模のビジネスにも適応可能であり、高い拡張性があるという点です。ビジネスを成長させるためのプラットフォームの実装準備ができている新しい会社か、コミュニケーションを改善するために探している小さな会社であれ、クラウドベースのソリューションを活用することができます。 このジェネシスPureCloudにおけるForrester Total Economic Impact（TEI：総経済効果）調査概要レポートでは、以下のクラウドベース・コンタクトセンター・プラットフォーム選択の際の利点についての見識をご確認いただけます。 古いソリューションや拡張性不足に関連するコストの削減 エージェントの生産性向上 高い社員保持と離職による経費の削減 プラットフォームのダウンタイムを低減 増収 適切なスタートがあなたを成功に導く方法をご覧いただけます。このForresterのスポットライトをダウンロードして、PureCloudプラットフォームから何を得られるかをご確認ください。[mktoform cta_header="FORRESTERスポットライトのダウンロード" cta_button="ダウンロード" landing_id="63192" cid_id="7010B000001SPLhQAO​​​​​​​"] Forrester TEI スポットライト さほど高度ではないクラウド・プラットフォームから移行する企業向けクラウドベースのオムニチャネル・コンタクトセンターソリューションのコスト削減と利点 [cutoff co_thick="2px"]限られた能力のクラウド・プラットフォームに苦労する必要はありません。現代のクラウドベースのコンタクトセンタープラットフォームは、機敏で調整可能なため、苦労無く、ビジネスで成長し変化するプラットフォームにアップグレードすることができます。 このForrester 総経済効果（TEI）調査要約では、現代のプラットフォームがビジネスをどのように改善できるかを以下を通してご確認いただけます。 運営コストの低減 社員の生産性と保持の向上 プラットフォームのダウンタイムの削減 増収 過去に囚われず、能力に制限のあるクラウドプラットフォームをアップデートしてビジネスを次のレベルに引き上げる方法をスポットライトよりご確認いただけます。[mktoform cta_header="Forresterスポットライトのダウンロード" cta_button="ダウンロード" landing_id="64007" cid_id="7010B000001SPLcQAO​​​​​​​"] 資料ダウンロード：富士通株式会社「接客プロセスの高度化 ～RPAを活用した未来志向のコールトラッキングシステム～」 [cutoff co_thick="2px"] 本資料は、6月19日に開催されたG-SUMMIT TOKYO 2018における富士通株式会社様の講演資料となります。講演概要は以下の通りとなります。 「接客プロセスの高度化 ～RPAを活用した未来志向のコールトラッキングシステム～」 たらいまわし、同じことを何度も聞かれる。的外れなレコメンド．．． CX低下させる接客を根絶するためのソリューションをご提案します。 依頼内容から一貫した接客プロセスを自動で提議。最適な接客アクションをRPAで展開し、属人を排除した接客を実現。さらにDMPと連携し、いま興味あることを把握、的確なレコメンドが可能、CX向上を実現し、ロイアルカスタマーを育成します。 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社である富士通株式会社が、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。富士通株式会社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65529" cid_id="7010B000001SfPc"] 資料ダウンロード：株式会社セールスフォース・ドットコム講演資料「インテリジェントな時代の新しいコンタクトセンターのカタチ」 [cutoff co_thick="2px"] 本資料は、6月19日に開催されたG-SUMMIT TOKYO 2018における株式会社セールスフォース・ドットコム様の講演資料となります。講演概要は以下の通りとなります。 「インテリジェントな時代の新しいコンタクトセンターのカタチ」 テクノロジーの進化に伴い消費者はさまざまな形で企業にアプローチを行う時代になりました。ソーシャルやメッセージアプリなどチャネルが広がり、企業が顧客の動きに追随する“顧客の時代“に突入しました。 そのような中、企業は顧客接点の最適化のみならず、顧客ライフサイクル全体でのCXの質を保ち、一貫したサービスを提供することが求められています。当セッションでは変わりゆく消費者行動にいかに企業が対応できるかご紹介します。 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社である株式会社セールスフォース・ドットコムが、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。株式会社セールスフォース・ドットコムへ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65524" cid_id="7010B000001SfPc"] 資料ダウンロード：AudioCodesジャパン株式会社講演資料「コンタクトセンター「音声」とその役割」 [cutoff co_thick="2px"] 本資料は、6月19日に開催されたG-SUMMIT TOKYO 2018におけるAudioCodesジャパン株式会社様の講演資料となります。講演概要は以下の通りとなります。 「コンタクトセンター 「音声」とその役割」 音声コミュニケーションの終焉！？と噂される中、コンタクトセンターでの音声を利用したお客様相談サービスの割合は未だ6割を超えています。この十数年で音声も現代のデジタルワールドに仲間いりし、これまでの音声を支えた技術だけではお客様の要件にあわなくなってきています。音声ソリューションについて今一度考え、今後のお客様満足度向上を図る機会になればと考えます。Genesys社とAudioCodesの強力かつ協同的なプログラムで、あらたなデジタルランドスケープの中での音声の役割をご紹介します。 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社であるAudioCodesジャパン株式会社が、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。AudioCodesジャパン株式会社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65531" cid_id="7010B000001SfPX"] 資料ダウンロード：ジェネシス・ジャパン「Genesys Live on Stage !」講演資料 [cutoff co_thick="2px"] ジェネシス・ジャパンでは6月19日にユーザーカンファレンス「G-SUMMIT TOKYO 2018」を開催しました。本ページより、「Genesys Live on Stage !」の講演資料のダウンロードをリクエストいただけます。 ご記入いただいた個人情報は、弊社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65419" cid_id="7010B000001SezN"] 資料ダウンロード：KDDI株式会社「カスタマーエクスペリエンスを高める クラウド型コンタクトセンターソリューション」 [cutoff co_thick="2px"] クラウド化検討は当たり前の時代に！KDDIは通信事業者として「信頼」を軸に、変化を続ける市場環境に対応した、お客さまのビジネスに貢献するソリューションをワンストップで提供いたします。 ・オムニチャネル対応 GENESYS PureEngage ・セキュアで柔軟なプライベートクラウド型提供 ・通信回線を含めた堅牢な冗長構成 ・コストと運用に関するご負担を軽減 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社であるKDDI株式会社が、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。KDDI株式会社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65404" cid_id="7010B000001SeeF"] 資料ダウンロード：バーチャレクス・コンサルティング株式会社様「ユーザ目線の機能強化で導入実績300社以上！企業のCRM戦略を支えるソリューション」 [cutoff co_thick="2px"] 長年にわたるコンタクトセンター運営から生まれたCRMソリューション「inspirX（インスピーリ）」。電話、メール、SMS、LINEなどのSNS等あらゆるチャネルの顧客応対履歴を一元管理し、企業のCRM戦略を支えます。 また、iXCloud（アイエックスクラウド）はこのinspirXを手軽に短期間で利用開始、業務の拡張に応じてinspirXへの乗り換えも可能なクラウドサービスです。PureConnect、PureCloudとの連携実績も豊富です。 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社であるバーチャレクス・コンサルティング株式会社が、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。バーチャレクス・コンサルティング株式会社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65408" cid_id="7010B000001SeeU"] 資料ダウンロード：NTTコミュニケーションズ様「NTTコミュニケーションズが実現するクラウド型コンタクトセンター」 [cutoff co_thick="2px"] 長年にわたり培ってきた強固なIT基盤を持つNTTコミュニケーションズが実現するクラウド型コンタクトセンター「Arcstar Contact Center」 通信キャリアならではのインフラを活かし、電話回線やネットワークをワンストップで提供します。 クラウド型でありながら、最大2,000席まで導入可能。 ディザスターリカバリーやSLA（サービスレベル保証）など、信頼性の高いコンタクトセンターを実現します。 クラウド型の3つのメリット 01 設備投資、設備更改不要。保守管理の手間を削減 02 必要なときにフレキシブルな座席の増減が可能 03 コンタクトセンターの拠点追加を短期間に実現 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社である”スポンサー企業名”が、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。”スポンサー企業名”へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社であるNTTコミュニケーションズ株式会社が、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。NTTコミュニケーションズ株式会社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65410" cid_id="7010B000001See5"] 資料ダウンロード：エンピレックス株式会社「 スムーズなCC運営に必要な10項目（Top Metrics to Achieve Contact Center Assurance 」（英語版） [cutoff co_thick="2px"] どんな業界のどんな企業においても、コンタクトセンターはすばらしい顧客体験を提供すべく重要な役割を果たしています。センター運用でも、顧客満足のためには単にシステム機器やネットワークをチェックしていればOKという時代ではなくなっています。企業の大きな目標や顧客満足度維持・向上のために必要な10項目をエンピレックスからご紹介します。 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社であるエンピレックス株式会社が、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。エンピレックス株式会社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65412" cid_id="7010B000001SeeA"] 資料ダウンロード：ジェネシス・ジャパン「Moments Connected～最先端のCXで、すべてをつなぐ瞬間へ。」講演資料 [cutoff co_thick="2px"] ジェネシス・ジャパンでは6月19日にユーザーカンファレンス「G-SUMMIT TOKYO 2018」を開催しました。本ページより、基調講演「Moments Connected～最先端のCXで、すべてをつなぐ瞬間へ。」のソリューションロードマップの講演資料のダウンロードをリクエストいただけます。 ご記入いただいた個人情報は、弊社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。 [mktoform cta_header="資料のダウンロード" cta_button="ダウンロード" landing_id="65417" cid_id="7010B000001SezI"] 小規模コンタクトセンター向けクラウドの真実 [cutoff co_thick="2px"] クラウドがカスタマー・エクスペリエンス、そして企業の業務と収益を根本的に改善できるとしたらどうでしょう？ 多くの組織がコンタクトセンターにおいてクラウドを活用しているのには理由があります。 この eBook は、小規模企業と大企業内の小規模センター2つのプロファイルに重点を置いています。 独立した市場調査からお客様のコミュニケーションプラットフォームをクラウドに移行させるための重要な動向を得ることができます。 適切なソリューションを使用することにより、企業は十分な価格でエンタープライズ級のメリットを手に入れることができます。 わずか 3 ヶ月で投資収益率を実現できるのです！ このeBookでは、以下をご覧いただけます: 異なるタイプの小規模コンタクトセンターのプロファイルの ROI と価値創造のための時間短縮の計算方法 クラウドベンダー選択において考慮すべき事実 クラウドに関する 3 つの迷信 [mktoform cta_header="ダウンロードはこちら" cta_button="送信" landing_id="65103" cid_id="7010B000001ScxP"] PureCloudデモ：カスタマーリレーションをシンプルに [cutoff co_thick="2px"] カスタマーリレーションの複雑化が進む今日、顧客と社員のコミュニケーションをビジネスに繋ぐため、社内システムの運用も複雑になりがちです。 現在、様々なツールやチャネルの管理に追われ、シームレスなコミュニケーションに必要な顧客動向を得られていないのではないでしょうか。 ジェネシスのPureCloudはカスタマーリレーションをシンプルにし、電話、メール、チャット、ソーシャルメディア等を連携させる最も進化したクラウド・プラットフォームです。 顧客、社員、そしてあらゆるチャネルとミッションクリティカルなツールを接続するシングルプラットフォーム 優れた顧客／従業員体験の提供 企業の成長を促進するカスタマーリレーションの強化 PureCloudの詳細は、デモをご覧ください。 [mktoform cta_header="ご視聴はこちら" cta_button="送信" landing_id="64797" cid_id="7010B000001Sbu5"] ヒューマンタッチと融合した人工知能（AI） ヒューマンエージェントとAIの融合による顧客満足度とエージェント満足度の向上 [cutoff co_thick="2px"] AIによるヒューマンタッチの再現は困難ですが、シンプルな要求や反復する要求を扱うことにより、エージェントの負荷を軽減します。この最新のForrester Consultingの研究では、AIと人間両方の長所と短所を個別に見ており、それらを融合させることにより、どのように顧客が期待するシームレスなエンドツーエンドの経験を提供可能か提示しています。 世界中の企業がどのようにAIを使用して顧客サービスの改善、新たな収益源の発見、課題克服を実現し、なぜ現場エージェントとのブレンドソリューションが理にかなっているのかをご覧いただけます。 本調書をダウンロードいただき、AIの使用によるエージェントの生産性・満足度、および顧客満足度を向上させる3つの主な推奨事項をご覧ください。 [mktoform cta_header="レポートのダウンロード" cta_button="ダウンロード" ar_status="dynamic" cid_id="7010B000001SbyM"] [this_page_title] [cutoff co_thick="2px"] 一様に「クラウドで」と言われがちですが、全てのクラウドが同じというわけではないということは、ほとんどのテクノロジーリーダーたちの一致した意見です。企業のビジネス向けにクラウド型コンタクトセンター・ソリューションを評価する際、どの機能に注目するのか、何故それらの機能が重要なのかも含め、真のクラウド 2.0 アプリケーションと従来型のソフトウェアとの違いを理解することが重要です。 本eBookでは、以下に関してご覧いただけます： 前世代をはるかに超えるレベルの信頼性、拡張性、柔軟性、セキュリティを実現するために、真のクラウド 2.0 モデルがどのように作られているか マイクロサービス・アーキテクチャの上に構築されたプラットフォームを利用するメリット 拡張性を備えたクラウド・コンタクトセンター・プラットフォームで、ビジネスをレベルアップする方法 [mktoform cta_header="レポートはこちらから" cta_button="送信" landing_id="65011" cid_id="7010B000001ScRJ"] コンタクトセンターの経済学とクラウド [cutoff co_thick="2px"] 企業のコンタクトセンターに最適な展開モデルをご検討している場合、経済的ガイドラインがソリューション(クラウドかオンプレミスあるいはハイブリッド)の選択に役立ちます。 数年前、多くの企業は自社のコンタクトセンターやその他、重要な企業システムをクラウドへ移行することに懐疑的でした。その後、クラウドのコストが下がると同時に対応するセキュリティは改善され、クラウド展開の現実性や総所有コストはますます多くの企業にとって魅力的になっています。 本 eBook は、以下の異なる基準がどのようにコンタクトセンターをクラウドまたはオンプレミスの選択に影響を与えているかをご覧いただけます。 コンタクトセンターの規模と、カスタマージャーニーのマネジメントなどのビジネス要求 管理するコンタクトセンターの地理的条件や（取り扱い）量 拡張性の必要性や展開のスピード、メンテナンスの要求事項 [mktoform cta_header="登録はこちら" cta_button="送信" landing_id="65009" cid_id="7010B000001ScNM"] カスタマーサービスの動向: 人間の介入を増やしながら、業務はいかにしてより速く、より安価になるのか [cutoff co_thick="2px"] 容易さ、有効性、感情が、優れたカスタマーサービスを促進します。 しかし、売り上げの成長はアプリケーション開発及びデリバリー（AD&D）のプロフェッショナルがトレンドに目を光らせている必要があります。 Forrester Researchは、2018年にAD＆Dと顧客サービスをサポートする他の企業の10の顧客サービス動向を特定しました。 企業のサービス品質を向上させるための戦略を立てる前に、Vice President and Principal Analyst、Kate LeggettによるForresterレポートをご覧ください。 本レポートではどの投資が重要であるか、そして次の項目に関する有効性をご覧いただけます。 文脈と問合せタイプに焦点を当て、最高のカスタマー・エクスペリエンスを提供 オートメーションとAIを使用した新しい収益源の発見と、事業変革 デジタル世界における人間関係を最大限にするための新しい就労モデルの探索 [mktoform cta_header="レポートはこちら" cta_button="ダウンロード" landing_id="65003" cid_id="7010B000001ScwR"] クラウド型コンタクトセンターによるカスタマーエンゲージメントの最適化 [cutoff co_thick="2px"] クラウドがカスタマー・エクスペリエンスを向上させる力となる一方、クラウドへの移行を成功させる鍵は、事業継続性の保証、ビジネススピードの最大化、そして最高レベルのセキュリティと法規制の順守を提供する適切なソリューションプロバイダーを選択することです。本eBookは以下の評価にお役立ていただけます： 企業のアプリケーションがクラウドでホストされている場合、事業継続性をどう維持するか クラウドベースのモデルにおいてどの程度のコスト削減が可能か 要求が変化している中、ビジネスの柔軟性とスピードの最大化を可能にするには？ セキュリティや法令順守をどのように管理するか クラウド型コンタクトセンターが機能の追加や効率の改善、カスタマー・エクスペリエンスの向上、ロイヤリティの構築をどのようにして可能にするかをご覧いただけます。 [mktoform cta_header="ダウンロードはこちら" cta_button="送信" landing_id="64967" cid_id="7010B000001Scls"] [this_page_title] [cutoff co_thick="2px"] クラウドプラットフォームは成熟し、ミッションクリティカルなシステムをクラウドに移行してスピードやスケーラビリティ、コストメリットを享受することに躊躇することは無くなりました。企業がこれらのメリットをどのように達成するのか。コンタクトセンターのクラウド化を避けることができない今、どこから始めればよいのでしょうか？ 成功を確実にするためには、適切なコンタクトセンターにおけるパートナーの選択が必要です。では、コンタクトセンターのクラウド化に適したパートナーはどう見つければ良いのでしょう。 この eBook では、パートナーの選択とコンタクトセンターのクラウド化において考慮すべき重要な 10 の事項を提案させていただきます。企業のビジネス要求やパートナーの潜在能力、企業文化の適合などをよく理解しておくことは、長期的ビジネス目標の実現に役立ちます。 [mktoform cta_header="登録はこちら" cta_button="送信" landing_id="64969" cid_id="7010B000001Sclx"] コンタクトセンターの評価、選定、近代化による最高のカスタマー・エクスペリエンス [cutoff co_thick="2px"] コンタクトセンターの近代化 クラウド／オンプレミスを問わず、近代化を進めるコンタクトセンターは企業が提供するカスタマー・エクスペリエンス（CX）を向上させます。近代化のプロセスでは顧客が好む企業とのコミュニケーション手段を全てサポートできることに重点を置きます。 コンタクトセンターの変革は競争上の優位性につながります。セルフサービスからエージェントの有人サービスによるコミュニケーションに至るまで、一貫性を持ち、シームレスでパーソナライズされたエクスペリエンスの提供手段が分かれば、オムニチャネル・エクスペリエンスがコンタクトセンターの近代化によってのみ得られることが理解できます。 本イー・ブックでは、 顧客満足の向上 コストの低減 成長の推進 従業員エンゲージメント 以上を実現するオムニチャネル・エクスペリエンス、パーソナライズされたインタラクション、そしてジャーニーに特化した顧客取引の提供方法をご覧いただけます。 [mktoform cta_header="資料ダウンロード" cta_button="送信" landing_id="63993" cid_id="7010B000001SZLt"] ジェネシス Webセミナー講演資料「新年度からおさえておくべきコンタクトセンター7つのトレンド－2018年度版 [cutoff co_thick="2px"] ジェネシス・ジャパンでは、4月18日にWebセミナー「新年度からおさえておくべきコンタクトセンター7つのトレンド－2018年度版」を開催し、リックテレコム 月刊「コールセンタージャパン」編集長の矢島竜児様にご講演いただきました。 本資料は矢島様の講演資料となります。こちらのページより講演資料のダウンロードをリクエストいただけます。 [mktoform cta_header="登録はこちら" cta_button="送信" landing_id="64202" cid_id="7010B000001SWPW"] オムニチャネル カスタマーエンゲージメント 実践ガイド [cutoff co_thick="2px"] 顧客と企業ブランドのインタラクションが様々なチャネルを通して行われている中で顧客の望むことはただ 1 つ、パーソナライズされ一貫した体験です。消費者はいつでも自由にデジタルチャネルを利用することができるため、コンタクトセンターのカスタマーサービスプロバイダーは、顧客がどのチャネルを選択しても情報に基づいたシームレスな体験を提供できるように、オムニチャネルサービスをよく理解しておくことが不可欠です。 この eBook では次のことを学べます： オムニチャネル・カスタマーエンゲージメントを推進する 3 つの重要なステップ 顧客の全てのチャネル間における簡単でシームレスな移行を支援するツール 音声やデジタルを含むあらゆるタイプのカスタマーインタラクションを網羅するリアルタイムでの可視化のメリット [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" landing_id="58659" cid_id="7010B000001gKND"] ジェネシス Webセミナー講演資料「音声解析・感情分析から見えた 「おもてなし」のすがた」 [cutoff co_thick="2px"] ジェネシス・ジャパンでは2月15日にWebセミナー「音声解析・感情分析から見えた「おもてなし」のすがた」を開催し、コンタクトセンターおもてなしコンソーシアムの秋山紀郎様にご講演いただきました。 本資料は秋山様の講演資料となります。こちらのページより講演資料のダウンロードをリクエストいただけます。 [mktoform cta_header="登録はこちら" cta_button="送信" landing_id="63217" cid_id="7010B000001SV9G"] エグゼクティブ・ブリーフ PureCloudが選ばれる10の理由 [cutoff co_thick="2px"] 古くなってしまったコンタクトセンター・ソリューションのリプレース、またはカスタマー・エクスペリエンス戦略への移行、いずれにしてもPureCloud by Genesysは即時に結果を出し、企業の次世代カスタマー・エクスペリエンスの提供に役立ちます。 当エグゼクティブ・ブリーフでは以下に関しPureCloudがどのように企業に貢献するかをご説明いたします。 オール・イン・ワン ソリューションによるチャット、ビデオ、コールのサイロを接続 マクロサービス アーキテクチャを利用した真のネイティブ クラウド2.0であるPureCLoudの容易な新機能追加 ベストプラクティス、多彩な展開オプションによる迅速な開設 [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" landing_id="62900" cid_id="7010B000001SSir"] ウルトラコネクテッド時代のカスタマー・エクスペリエンス(CX)に求められる 5 つの不可欠要素 [cutoff co_thick="2px"]今日の顧客は、コンタクトセンターが彼らと同等に様々なチャネルに繋がることを期待しています。シームレスなオムニチャネルCＸの提供や、モバイル、ソーシャルメディア、ウェブのようなデジタルチャネルの追加が困難な場合、競争上大きな後れを取る可能性が大きくなります。 古いテクノロジーである複雑なポイントソリューションを無理に繋ぎ合わせ、オムニチャネルの提供を試みる企業もあります。しかし、未来を見据えると、それより効率・効果の高い方法が見えてきます。 この ebook では下記について説明します： 何故、古いインフラストラクチャに無理やり多くのチャネルを詰め込むのは正しいやり方ではないのか 将来対応のカスタマーエクスペリエンスをどう構築するか 統合されたアプローチは、どのように企業のメトリクスを改善し、運用コストを削減するか [mktoform cta_header="登録はこちら" cta_button="送信" landing_id="62898" cid_id="7010B000001SSj1"] 資料ダウンロード 「コールセンター白書2017にみるコールセンターの近未来予測」講演資料 [cutoff co_thick="2px"]ジェネシス・ジャパンでは11月29日にWebセミナー「コールセンター白書2017にみるコールセンターの近未来予測」を開催し、リックテレコムの月刊「コールセンタージャパン」編集長の矢島竜児様にご講演いただきました。本資料は、矢島様の講演資料となります。こちらのページより講演資料のダウンロードをリクエストいただけます。 [mktoform cta_header="登録はこちら" cta_button="送信する" ar_status="dynamic" cid_id="7010B000001SNr2"] 資料ダウンロード ジェネシス・ジャパン「ジェネシスのCXビジョンとカスタマーエクスペリエンスとITの関係性」 [cutoff co_thick="2px"]ジェネシス・ジャパンでは11月9日にコールセンター/CRM デモ&コンファレンス2017 in Tokyoにおいてプライベートセミナー「ジェネシスCXソリューションDay」を開催します。本資料は、ジェネシス・ジャパンの「ジェネシスのCXビジョンとカスタマーエクスペリエンスとITの関係性」の講演資料となります。こちらのページより講演資料のダウンロードをリクエストいただけます。 [mktoform cta_header="登録はこちら" cta_button="送信" ar_status="dynamic" cid_id="7010B000001SKRf"] 資料ダウンロード 富士通株式会社様「ＡＩによるＣＸ高度化。ＡＩチャットボット＆ナレッジベース」 [cutoff co_thick="2px"] ジェネシス・ジャパンでは11月9日にコールセンター/CRM デモ&コンファレンス2017 in Tokyoにおいてプライベートセミナー「ジェネシスCXソリューションDay」を開催します。本資料は、富士通株式会社様の「ＡＩによるＣＸ高度化。ＡＩチャットボット＆ナレッジベース」の講演資料となります。こちらのページより講演資料のダウンロードをリクエストいただけます。 ご記入いただいた個人情報は、弊社ならびに講演資料の提供会社である富士通株式会社が、各社の関連製品、サービスやセミナーのご案内のみに使用させていただきます。富士通株式会社へ個人情報を提供する際には、契約により適切な管理を義務付けた上でE-mail等で提供いたします。 [mktoform cta_header="登録はこちら" cta_button="送信する" ar_status="dynamic" cid_id="7010B000001SKPy"] 次世代クラウドサービス：PureCloudカタログ [cutoff co_thick="2px"]ジェネシスが提供するオール・イン・ワン クラウド・コンタクトセンター プラットフォーム「PureCloud」は、ネットワークさえあればいつでもどこでも社内／コンタクトセンターの環境をご提供いたします。オムニチャネルでのコミュニケーションはもちろん、組織間連携も円滑にし、生産性を向上します。また、クラウドの利点を活かし都度アップデートされるアプリケーションにより、常にトレンドに追従することが可能です。 このカタログでは以下をご覧いただけます。 各モデルにて提供する機能 価格 エコシステムとの連携 展開例 ファイナンスサービス [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" landing_id="60693" cid_id="7010B000001SGqR"] ブランド力を強固なものにする― 世界一流のブランドは、卓越した CX のために如何にして人材とテクノロジーをバランスさせるのか [cutoff co_thick="2px"]一連の総合的なカスタマーエクスペリエンス・テクノロジーを成功裏に実行し管理することは、高いレベルのカスタマーエクスペリエンスとブランド価値を維持しようとする世界的企業には不可欠です。しかしながら、全ての企業が効率化の問題に対してテクノロジーソリューションを直観に優先させることができるわけではなく、そこが世界的なカスタマーエクスペリエンスのリーダーとその他の企業とを分ける分岐点となります。新しいテクノロジーへの投資は、適切な人材への投資とのバランスが不可欠です。 これは、MIT Technology Review による 550 人の上級経営幹部への世界的な調査により得られた主な結論です。この調査は、カスタマーエクスペリエンスのプロセスを形づくる困難さと、その課題を軽減し、継続的にカスタマーエンゲージメントを改善するために使用されているツールや戦略に関して行われました。 以下の詳細について、レポートをご覧ください： 象徴的な企業と他を差別化する戦略 成熟性および顧客の期待に基づいて地域間で戦略がどのように異なるか 将来のイノベーション管理とテクノロジーの採用 人材とテクノロジーを使って象徴的でいるため不可欠なこと [mktoform cta_header="レポートを入手する" cta_button="今すぐダウンロード" ar_status="dynamic" cid_id="7010B000001SGDM"] 現代の顧客との並走 [cutoff co_thick="2px"]顧客の期待はかつてなく高まっています。ミレニアル世代は、企業と繋がる手段に関わらず、容易で迅速、そして一貫性を求めています。 この問題に直面する度、企業は必要に応じ新しいチャネル（およびソフトウェア）の導入により、既存の古いソフトウェアを適応させようとしています。これでは「フランケンシュタイン」のアプローチ同様、結果として得られるコンタクトセンターは、支離滅裂で動きの鈍いモンスターになりがちです。コンタクトセンターの妨げとなっている原因は何かを正確に把握するため、このモンスターをツール毎、そしてプロセス毎に分解してみます。 当eBookでは、 以下をご覧いただけます： クラウドベースのコンタクトセンターで時代を先取りする方法 音声、Web、電子メール、ソーシャル、モバイル全体を通した、シームレスな体験の提供方法 ミレニアル顧客の高い期待に対応可能なツールによるエージェントの強化 [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" ar_status="dynamic" cid_id="7010B000001SHFn"] 次世代 CRM：基幹業務システムからエンゲージメントのシステムへ移行 [cutoff co_thick="2px"]今日、顧客はパーソナライズされた体験を、かつてないほどに強く求めています。企業は、顧客のインサイトを多くのチャネルからつかむために複数のシステムを使用しており、カスタマーリレーションシップはより複雑になっています。CRM の価値を最大化するために、企業はこの複雑さに対処して、自らのリソースをより有効に使わなくてはなりません。 この Aberdeen リポートを読んで次の事項を学んでください： CRM を基幹業務システムからエンゲージメントのシステムに移行させる方法 CRM とコンタクトセンターの統合が優れたカスタマーエクスペリエンス提供にどのように明らかな変化をもたらすか 次世代 CRM で企業が達成可能な事項の実例 [mktoform cta_header="Aberdeen レポートを入手する" cta_button="今すぐ読む" ar_status="dynamic" cid_id="7010B000001SFmV"] [this_page_title] [cutoff co_thick="2px"] ジェネシスは、テクノロジーと市場への影響力において最高スコアでリーダーに選ばれました。 Ovum Decision Matrixレポートでは、プロバイダがマルチチャネルの顧客とのやりとりを処理し、分析を介してデータを接続する能力に重点を置き、7社のクラウド・コンタクトセンター・ソリューションを概説します。 テクノロジープラットフォームの強み、顧客による見解、および各市場に及ぼす影響力に基づいてベンダーを比較します。 このレポートでは、ベンダーをリーダー、チャレンジャー、フォロワーという3つのカテゴリーに分類しています。 Ovumは、テクノロジーと市場への影響力において最高スコアを持つリーダーとして、ジェネシスを挙げています。 当レポートでは、以下についてご覧いただけます： クラウド・コンタクトセンター・ソリューション・プロバイダ7社の状況 クラウド・コンタクトセンター・ベンダーの評価基準 最適なマルチチャネル・クラウド・コンタクトセンター・ソリューションとは [mktoform cta_header="ダウンロード登録" cta_button="ダウンロードはこちら" landing_id="59928" cid_id="7010B000001gPLK"] [this_page_title] [cutoff co_thick="2px"] テクノロジーインフラストラクチャ展開における5年間のコスト比較 クラウドベースのコンタクトセンター・インフラストラクチャとオンプレミスの展開の賛否を評価する組織にとって、総所有コスト（TCO）は大きな要因です。このレポートによると、50席のコンタクトセンターでは、平均的なクラウド・プラットフォームの費用は、1年で約15万ドル、5年で30万ドルになります。 このOvumレポートでは、以下の事項をご覧いただけます： 低、中、高技術フットプリント要件に基づいた、小・中・大規模コンタクトセンターに適した展開モデル クラウドベースのシステムが、どれだけ素早い展開が可能で、変化するビジネス条件に応じた拡大または縮小が可能か クラウドがより迅速なイノベーションサイクルをどう推進しているか [mktoform cta_header="ダウンロードはこちら" cta_button="ダウンロードはこちら" ar_status="dynamic" cid_id="7010B000001gPKg"] オムニチャンネルは単なるオプションではありません [cutoff co_thick="2px"] コンタクトセンターのカスタマーエクスペリエンスへ連結 2017年のAberdeenレポート「Contact Centre and Customer Experience Trends」では、オムニチャネルプログラムを導入した企業では、年間収入が25％増、顧客からの苦情が55％減少しています。 電話、Eメール、ソーシャルメディア、その他のWebインタラクションでも、企業の成功には一貫した効果的なクロスチャネル・カスタマーサービスを提供することが不可欠となります。 このeBookでは、中小企業が以下を実現する方法をご紹介します。 常時接続のデジタル世界における顧客の期待の管理 一貫したクロスチャネル・カスタマーサービスを提供に向けた従業員の強化 オール・イン・ワンのクラウド・コンタクトセンター・ソリューションによる優れたカスタマーエクスペリエンスの提供 [mktoform cta_header="ダウンロードはこちら" cta_button="詳細はこちら" ar_status="dynamic" cid_id="7010B000001gNhm"] [this_page_title] [cutoff co_thick="2px"] 簡潔性と成功に向けた中小企業におけるクラウドの必要性 中小企業は、大企業に勝る明白な優位点の1つとして、優れたカスタマーエクスペリエンスを提供する能力が挙げられます。今日のビジネスリーダーは、顧客が一度のスワイプで忠誠心を切り替える可能性があることを認識しています。また、購入者が企業のソーシャルメディア、モバイルデバイス、そして他の従来通りのチャネルを通じて企業とその場でコミュニケーションしたいことも認識しています。 当レポートでは、以下のことを可能にする方法をご覧いただけます： クラウドベースのモデルを使用したオムニチャネル・カスタマーエクスペリエンスの提供 優れたカスタマーエクスペリエンスを提供するためのチーム強化 オール・イン・ワン クラウド・コンタクトセンター・ソリューションのメリット [mktoform cta_header="ダウンロード登録" cta_button="ダウンロードはこちら" ar_status="dynamic" cid_id="7010B000001gPLA"] [this_page_title] [cutoff co_thick="2px"] 顧客時代に競争力を持つため、急速に要求を増しているのが、コンタクトセンターのエージェントと顧客の選択したチャネルを結ぶ必要性です。クラウドの実現は、迅速なプラットフォームの提供を可能にし、企業はテクノロジーではなく、優れたカスタマーサービスへの注力が可能になります。 CCIM（Contact Center Interaction Management）ソフトウェアは、ベンダーがサービスとして提供する統合されたスイートに進化し続けています。 当Forresterレポートでは、以下をご覧いただけます： クラウド・コンタクトセンターのケースが増加している理由 CCIM変更への抵抗に対処する方法 クラウド・コンタクトセンター・プロバイダに期待すること [mktoform cta_header="ダウンロード登録" cta_button="ダウンロードはこちら" ar_status="dynamic" cid_id="7010B000001gPKq"] [this_page_title] [cutoff co_thick="2px"] 全てのデジタルチャネルと音声において、カスタマーエンゲージメントを設計し、調整するための適切な技術の選択は、簡単なオムニチャネル・エクスペリエンス提供を期待する顧客に応える鍵となります。 このeBookをご覧になり、以下の方法について理解を深めていただければと存じます。 コンタクトセンター・インフラストラクチャの近代化、人材効率性の向上、およびパーソナライズされたCX提供の方法 すべてのデジタルチャネルと音声のために、単一プラットフォームでオムニチャネルのカスタマージャーニーを調整する方法 CXプラットフォームの上位5つの機能を評価する方法 [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="7010B000001gMyN"] [this_page_title] [cutoff co_thick="2px"] 最近のカスタマーエクスペリエンス（CX）は急速に進化しています。顧客はデジタルチャネルと音声チャネルを使用し、時には両方を同時に使います。平均的なコンタクトセンターには9つのコミュニケーションチャネルがあり、顧客は複数のチャネルを選択できることに感謝する一方で、チャネル間の移動にシームレスなエクスペリエンスを期待しています。 このPlaybookでは、約250～5000以上の中・大規模コンタクトセンター環境に対応するオムニチャネル・カスタマーエンゲージメント要件についてご説明します。ダウンロードいただければ、以下のことについて理解を深まります。： 企業のコンタクトセンターが真のオムニチャネルか否かを判断するのに役立つ8つの質問 シームレスかつパーソナライズされたCXをデジタルと音声チャネルに渡り実現する方法 オムニチャネル・カスタマーエンゲージメントにおける投資収益率(ROI)とビジネス利益 Ticketmaster、Marks、Spencer、DNBなど、業界リーダーの成功事例の洞察 [mktoform cta_header="登録はこちら" cta_button="送信" ar_status="dynamic" cid_id="7010B000001gMyS"] [this_page_title] [cutoff co_thick="2px"] 製品購入、新入社員研修、サポートを受けるなど、顧客が企業とエンゲージする動機は様々です。そのどれもが、複数のチャンネル(ウェブサイト、コールセンター、モバイルデバイス、ソーシャルメディアなど)が関わるジャーニーです。 カスタマージャーニー・マネジメントは、顧客の視点を利用したアウトサイド・インのアプローチで、最も重要なカスタマージャーニーのためにCX改善を目的としたオムニチャネルのカスタマーエンゲージメント戦略のことです。 このeBookをダウンロードして、以下の方法について理解を深めてください。: 手軽で積極的かつパーソナライズされたカスタマージャーニーを設計する方法 ジャーニーマップの活用でカスタマーエクスペリエンスを向上させる方法 優れたカスタマーエクスペリエンスを視覚化し提供する方法 [mktoform cta_header="ダウンロード中！" cta_button="提出する" ar_status="dynamic" cid_id="7010B000001gMyI"] [this_page_title] [cutoff co_thick="2px"] 以前のコールセンターは、マルチチャネル・コンタクトセンターに進化し、幾つかはオムニチャネル・エンゲージメントセンターに変化しています。「マルチチャネル」と「オムニチャネル」の違いを理解することは、現代テクノロジーに精通した顧客の期待するオムニチャネルのCXを設計し、提供するうえで重要です。 このeBookをご覧になって、以下のようなオムニチャネルのカスタマーエンゲージメントの10大迷信について、理解を深めてください。 マルチチャネル・コンタクトセンターは、オムニチャネル・コンタクトセンターと同じである オムニチャネル・カスタマーエンゲージメントはCRMの役割である オムニチャネル・カスタマーエンゲージメントの実施は複雑で高価である [mktoform cta_header="登録はこちら" cta_button="送信" ar_status="dynamic" cid_id="7010B000001gNHZ"] [this_page_title] [cutoff co_thick="2px"] 顧客はウルトラ・コネクテッド状態にあり、企業にも同様の状態が求められています。 新しい顧客を探しつつ既存顧客との関係を維持するには、時間と労力が必要です。顧客が十分エンゲージできる状態になった時、顧客のいる場所へ行けるわけではありません。それ故、世界のデジタル化に伴い、電話、SMS、オンラインチャット、ソーシャルメディアなど、いつでもどこでも顧客の要求に合わせたコミュニケーションがすべての企業に不可欠となっています。 当eBookでは、次のことをご覧いただけます。： ウルトラ・コネクテッドの世界で顧客を取り込む方法 カスタマーエンゲージメント業務を容易かつ効率的にする方法 オール・イン・ワンのクラウド・コンタクトセンター・ソリューションが必要な理由 [mktoform cta_header="登録はこちら" cta_button="登録はこちら" ar_status="dynamic" cid_id="7010B000001gNrI"] [this_page_title] [cutoff co_thick="2px"] 2017年以降の重要なカスタマーエンゲージメントのトレンドに関し、アナリストや業界リーダーの見解をいただきました。IoTやボットなどの最先端技術から、古い方式への新たな解釈に至るまで、注目されている話題について、今後のカスタマーエクスペリエンスを定義する5つの主要トレンドにまとめます。 このebookでは、次のことを学びます: カスタマーエクスペリエンスに最も大きな影響を与える5つのトレンド 機械学習を使用してパターンや傾向を検出し、次の優れたカスタマーエクスペリエンスを提供する方法 コンタクトセンターの将来性の証明と、変化する顧客ニーズに適応する方法 [mktoform cta_header="ダウンロード登録" cta_button="ダウンロードはこちら" ar_status="dynamic" cid_id="7010B000001gO2B"] [this_page_title] [cutoff co_thick="2px"] PureCloud by Genesysは、統合されたオール・イン・ワンのカスタマーエンゲージメントおよび従業員コラボレーション・ソリューションであり、直感的で使いやすく、迅速な展開を可能にします。そして、一貫してシームレスでパーソナライズされたカスタマーエクスペリエンスの提供に役立つ設計がされています。 PureCloudは受賞実績を有する強力なクラウド・コンタクトセンター・プラットフォームにより、ビジネスを支援します。: 単一のシンプルなプラットフォームにより、顧客と接続、関係を管理、トレンドを追従 有益なリアルタイムの情報で社員を強化 競争力の向上 このホワイトペーパーでは、PureCloudが提供可能な多くの堅牢な機能や機能の詳細をご覧いただけます。 [mktoform cta_header="ダウンロード登録" cta_button="ダウンロードはこちら" ar_status="dynamic" cid_id="7010B000001gO2L"] 資料ダウンロード「LINE CX Summit ジェネシス講演資料」 [cutoff co_thick="2px"] ジェネシス・ジャパンでは6月27日に開催されたLINE CX Summitに協賛。「LINEｘジェネシスが切り拓く新たなコンタクトセンターの姿」をテーマに、Genesys PureConnectとLINEカスタマーコネクトの連携ソリューションをご紹介しました。こちらのページより講演資料のダウンロードをリクエストいただけます。 [mktoform cta_header="登録はこちら" cta_button="送信する" ar_status="dynamic" cid_id="7010B000001gL3f"] IoTを活用したCX戦略を立てる準備は出来ていますか？ [cutoff co_thick="2px"] スピード化社会の現代では、企業が迅速に自社の事業戦略を遂行するために、顧客の深層心理を理解し、活用する必要があります。カスタマージャーニー・ツールにIoTのコンポーネントを実装する前に、貴社のIoTレディネスをじっくり吟味してみましょう。 「IoTが実現するCX向上」を達成するために、新しいCX指標であるIoT-CXIを通して、自社CX成熟度の進捗を測定、管理することが出来ます。 インフォグラフィックで、「IoTが実現するCX向上」を実現した先進的な企業の姿を把握いただけます。 [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="7010B000001YKaN"] カスタマーエクペリエンスの再デザインに取り組む企業を支援 [cutoff co_thick="2px"] カスタマージャーニーにおける全ての顧客接点とインタラクションを包括したオムニチャネルでの顧客エンゲージメントを高めることが、効果的なカスタマーエクスペリエンスには決定的な要素といえます。しかし、部門のサイロ化によって、多くの企業では情報共有が進まずに、顧客エンゲージメントに対する期待が十分に高まっていないのが現状です。IoT(モノのインターネット)は、モバイル、Web、ソーシャル、電話、セルフサービス、ビデオコミュニケーションなど、全ての対面およびデジタル・チャネルにおけるカスタマージャーニーを収束。企業がお客様ごとに最適化し、事前予測に基づいた生産性の高い顧客体験の継続的な提供をサポートします。 本ホワイトペーパーに含まれる内容は以下の通りです。 IoTによるCXの改善が企業にもたらすビジネス・ベネフィット IoTをCX戦略に活用する際に企業が検討すべき5つの重要事項 IoT導入の主な要因、推進すべき要素、準備 [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="7010B000001YKaS"] [this_page_title] [cutoff co_thick="2px"] デジタル時代のいま、顧客は今まで以上に選択肢が増えると同時に、製品やサービスに高い期待を抱くようになりました。そのため企業は、顧客体験（CX）を最適化することにより、競争上の優位性を維持することが不可欠になってきています。これは、すべてのカスタマージャーニー、チャネル、およびインタラクションにおいて、ますます一貫性のある、シームレスなパーソナライゼーションの提供の必要性を意味し、それらの実現のために適切なルーティング機能が求められています。 詳細は、当ホワイトペーパーをご一読ください。 ［目次］ サマリ：顧客体験（CX）におけるルーティングの重要性 現状調査 運用の非効率性 顧客エンゲージメントのパーソナライゼーションへの障壁 十分とは言えない洞察力 急速なデジタル化の普及が抱える多くの問題 オーケストレイティッド・ルーティングでコンタクトセンターを近代化 シームレスな、パーソナライズ化したカスタマージャーニーの設計 従業員の士気を高め、戦力化する ビジネスの成功を推し進める 付録 [mktoform cta_header="登録はこちら" cta_button="送信" landing_id="51746" cid_id="7010B000001YF44"] [this_page_title] [cutoff co_thick="2px"] オムニチャネルのカスタマーエクスペリエンス (CX) を設計するには、当然ビジョンが必要になります。例えば、顧客のニーズを的確に予測し先手を打つために、あらゆる角度から顧客を知る仕組み作りを考えていますか？あるいは、複数の顧客接点を推移しながら、付加価値およびエージェントへのコンタクト手段も提供されるような、一貫した快適な体験を実現させたいと思っていますか？ ビジョンを決定した後、多くの企業はCX の実務面の定義付けという重要なステップを省き、そのまま機能要件の検討に移ってしまいます。しかしながらカスタマーエクスペリエンスを設計する上で、記憶に残る良質な体験を顧客のライフサイクルの中でいかにデザインするかが重要になります。それは主要な顧客セグメントのニーズがマッピングされるだけでなく、ブランド価値と一致させる必要があります。 ここでは、そのようなエクスペリエンスを設計し実装するためのヒントとなる、6 つのベストプラクティスをご紹介します。 [mktoform cta_header="" cta_button="" landing_id="43789" cid_id="701U0000000omlk"] [this_page_title] [cutoff co_thick="2px"] 企業のコンタクトセンターの多くは、いまだに旧式のキューベース・ルーティングを使い続けています。このことは、多くのコンタクトセンターが、まだ見ぬ潜在価値や大きなチャンスが目の前に控えていることを意味します。 実績のあるルーティング・ストラテジーのソリューションを導入することで、 主要なKPIに少しずつ改善の変化が見られるようになります。以下が、その実証例です。詳細は、当資料をダウンロードのうえ、内容をご確認ください。 FCR を20% 改善 受電転送率を30% 改善 平均処理時間を44秒 削減 顧客満足度を10% 改善 エージェント稼動率を10% 向上 リアルタイム･レポートの作業負荷を50% 軽減 [mktoform cta_header="登録はこちら" cta_button="送信" ar_status="dynamic" cid_id="701U0000000ooqF"] eBook エミレーツ航空事例 ～カスタマージャーニーをつなぐエグゼクティブ・インタビュー [cutoff co_thick="2px"] エミレーツ航空は 5 万人以上の社員が在籍する非常に国際色豊かな航空会社です。社員の国籍はグループ全体で 170 カ国以上に及び、200 種類以上の言語が話されています。 当eBookでは、エミレーツ航空のエグゼクティブに、主に以下の項目をインタビューしました。 エミレーツのビジネス戦略における、カスタマーエクスペリエンスの役割 現在エミレーツ航空が直面している主な課題 エミレーツ航空のタッチポイントやチャネルの活性化 ジェネシス導入後のメリット エミレーツ航空の次なる顧客体験の施策 エミレーツのカスタマージャーニー 詳細は、当eBookをダウンロードの上、ご覧ください。 [mktoform cta_header="" cta_button="" landing_id="43807" cid_id="701U0000000okTl"]
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h4|ジェネシスのテクノロジー ジェネシスのアプローチ 機能 製品 ジェネシスの優位性 ジェネシスのご紹介 課題により資料が検索できます メニュー すぐに取り組めるコンタクトセンター在宅化 I Genesys ジェネシス、2020年CCaaSクリティカル・ケイパビリティ評価で高得点を獲得 Genesys CloudとGoogle Cloud CCAI連携によるコンタクトセンターAIチャットボット・ボイスボット 東京個別指導学院 様 ブラザー販売様 アステラス製薬様 外為どっとコム DNB TOT Public Company Limited 紀陽銀行 Ping An Insurance すぐに取り組めるコンタクトセンター在宅化 I Genesys ジェネシス、2020年CCaaSクリティカル・ケイパビリティ評価で高得点を獲得 ジャーニーマッピングとプレディクティブエンゲージメントの役割 Genesys CloudとGoogle Cloud CCAI連携によるコンタクトセンターAIチャットボット・ボイスボット セールス、マーケティング戦略をデジタル市場に最適化する方法 7種類のAI機能を駆使してCXを向上しましょう ボットを活用し、カスタマーエクスペリエンスを向上させる3つの方法 ジャーニーマッピング — 重要なタッチポイントを明確にする Genesys Cloudをプラットフォームに選ぶ6つの理由 アジア太平洋地域のカスタマーエクスペリエンス変革にむけた準備 2021 I Genesys 最適なチャットソリューションを選ぶためのチェックリスト コン検主催ウェブセミナー講演資料「事例から学ぶ～在宅コンタクトセンター成功のポイント」 AIが変えるコールセンター運用 Experience Dayセッション4：シームレスなコンタクトセンターとデジタル・チャネルの連携のための手法とは？ジェネシス/伊藤忠テクノソリューションズ講演 【事例】ブラザー販売様 ブラザー販売はコロナ禍において如何にして在宅コンタクトセンターへの移行を成功させたか （動画） Experience Dayセッション3:たった1日で在宅コンタクトセンターのITインフラを構築できた秘訣とは？～HTBエナジー様に聞く」 Experience Dayセッション1:ジェネシスが考える2020年からのニューノーマルのCX、コンタクトセンターの姿 Experience Dayセッション6: Genesys Cloud x KARTEが実現するアフターコロナのカスタマーエクスペリンス ガートナー“コンタクトセンター ・アズ・ア・サービス”のマジック・クアドラント サードパーティーシステムを接続してカスタマーエクスペリエンスを提供 The Forrester Wave: Contact Center as a Service CCaaS Providers Q3 2020（The Forrester Wave：サービス型コールセンター（CCaaS）プロバイダ、2020年第3四半期） カスタマーエクスペリエンスの向上に役立つ10種類のAI AIテクノロジーが従業員エクスペリエンスにもたらす3つのメリット Genesys Cloud製品紹介：基本資料ダウンロード Genesys Cloud：製品説明ビデオ Virtual G-Summit2020メインセッション1-3視聴ページ アジア太平洋地域におけるe-ConomyのためのCX優先事項 アジア太平洋地域におけるInsurance 4.0に向けたカスタマーエクスペリエンスに関する優先事項 アジア太平洋地域におけるBPO：成長戦略の再構築 ジェネシスとGoogle Cloud：コンタクトセンターAIを実現する 実績あるアプローチを通し てオンプレミス・コールセンターの移行をお手伝いします グローバルなAIの課題：期待、現実、そしてAIの役割とデータ共有 （英語）調査データ＿ニューノーマルが変えたコンタクトセンター現場の状況 Genesys Cloudがもたらすビジネス上の価値とは？ 安心してコールセンターをクラウドに移行できます ジェネシス オンプレミスのお客様がクラウドに移行する際の重要なチェックリスト クラウド・コールセンターにアップグレードするタイミングを示す12のサイン IDC調査レポート：Google Cloudとジェネシスのソリューションにより、コールセンターに活用されるAIの力とは？ 2020年のカスタマーサービスにおける3つのメガトレンド： AIとサービスエージェントを融合して顧客体験を強化 古いコンタクトセンター用テクノロジーの リスクを最小化し、将来に向けた 顧客エクスペリエンスを オムニチャネルで成功するための秘訣 Google Cloud “Cloud OnAir” 『AI の力で次世代型コンタクトセンターへ 』 〜 Contact Center AI ソリューションにおけるジェネシス・ジャパン株式会社との取り組み〜 ITマネージャーガイド：コールセンターシステムの移行戦略書 AIでカスタマー満足度、セールス、 労働力への取り組みを改善 WEBを活用した販売拡大の推進 アジア各国のカスタマーサービスに関する見解をまとめました（日本フォーカス編） 上質なCXを提供するためにAIを活かす 10の方法 チャットボットはエージェントの代わりにならない PureCloud：デモビデオ（オペレーター向け＆監督者向け編） 最高のカスタマーエクスペリエンスを今ここに 会社のパンフレット PureEngage Innovations PureConnect Innovations PureCloud Innovations コールセンターテクノロジーの統合において考慮すべきポイント 在宅のコールセンター業務を可能にするために検討すべきポイントとは？ G-Summit ダイジェストレポート：講演動画４『デジタルマーケティングとコンタクトセンターの融合』 G-Summit ダイジェストレポート：講演動画３『コンタクトセンターにおけるAI活用の将来性』 G-Summit ダイジェストレポート：講演動画２『クラウドコンタクトセンター、次の一手』 クラウドに移行する際の要件チェックリスト：社内外の要件整理に便利なシート G-Summit ダイジェストレポート：講演動画１『ジェネシスから始まるデジタル時代のCXとコンタクトセンター』 G-Summit資料２『ジェネシス・アップデート』 G-Summit資料１ 基調講演：『ジェネシスから始まるデジタル時代の CXとコンタクトセンター』 MIT調査レポート：人＋ボットが実現する CX と業務効率の向上 オムニチャネルやAI活用を見据えたクラウド型コンタクトセンター選択のポイント 最適なカスタマージャーニーを提供するための Web/コンタクトセンター連携の手法 AIをベースにした金融機関における顧客接点の再構築 リモートワークを可能にするコンタクトセンターシステムの５つの利点 中小企業がテクノロジーを導入・活用するための6つのヒント 次世代のデジタルマーケティングはコンタクトセンターから始まる Genesys PureCloud Webセミナー～センターのパフォーマンス向上する運用管理機能 AIが変革するカスタマーエクスペリエンスの未来 チャットボットだけでないコンタクトセンターにおけるAI活用の可能性 AI 導入後のあるべきコンタクトセンター管理指標（KPI）の考え方について 中小企業のためのカスタマーサービスの変革 ミレニアル世代を超えて：次世代消費者向けに銀行が準備すべきこと 優れたカスタマーエクスペリエンスの獲得における、従業員エンゲージメントの重要性 金融機関による人工知能を利用したカスタマーエクスペリエンス変革 Forresterの調査が示す、ビジネスの成功におけるカスタマーエクスペリエンスへのテクノロジー投資の重要性 最新テクノロジー・ソリューションの活用による、マーケティングとCXの一体化 最新テクノロジーソリューションの活用による、マーケティングとカスタマーエクスペリエンスの一体化：小売業界にフォーカス 最新テクノロジーの活用による、マーケティングとCXの一体化：ヘルスケア、製薬業界にフォーカス 最新テクノロジーの活用による、マーケティングとCXの一体化：銀行、金融サービス、保険業界にフ ォーカス Forrester TEI スポットライト: オンプレミス ソリューションから移行する企業 ジェネシス PureCloudのTotal Economic Impact（総経済効果） Forrester TEI Spotlight: 新規展開と小規模ビジネス Forrester TEI スポットライト: さほど高度ではないクラウドプラットフォームから移行する企業 PureCloudの波及効果－目に見えるROI GST2018資料ダウンロード「接客プロセスの高度化～RPAを活用した未来志向のコールトラッキングシステム～」 GST2018資料ダウンロード「インテリジェントな時代の新しいコンタクトセンターのカタチ」 GST2018資料ダウンロード「コンタクトセンター「音声」とその役割」 GST2018資料ダウンロード「Genesys Live on Stage !」講演資料 GST2018資料ダウンロード「カスタマーエクスペリエンスを高める クラウド型コンタクトセンターソリューション」 GST2018資料ダウンロード「ユーザ目線の機能強化で導入実績300社以上！企業のCRM戦略を支えるソリューション」 GST2018資料ダウンロード「NTTコミュニケーションズが実現するクラウド型コンタクトセンター」 GST2018資料ダウンロード「スムーズなCC運営に必要な10項目（英語）」 GST2018資料ダウンロード：基調講演「Moments Connected～最先端のCXで、すべてをつなぐ瞬間へ。」講演資料 小規模コンタクトセンター向けクラウドの真実 PureCloudデモ：カスタマーリレーションをシンプルに ヒューマンタッチと融合した人工知能（AI） 全てのクラウド型コンタクトセンター・プラットフォームが同じというわけではありません コンタクトセンターの経済学とクラウド カスタマーサービスの動向: 人間の介入を増やしながら、業務はいかにしてより速く、より安価になるのか クラウド型コンタクトセンターによるカスタマーエンゲージメントの最適化 コンタクトセンターのクラウド化において考慮すべき 10 項目 コンタクトセンターの評価、選定、近代化による最高のカスタマー・エクスペリエンス ジェネシス Webセミナー講演資料「新年度からおさえておくべきコンタクトセンター7つのトレンド－2018年度版 オムニチャネル カスタマーエンゲージメント 実践ガイド ジェネシス Webセミナー講演資料「音声解析・感情分析から見えた 「おもてなし」のすがた」 エグゼクティブ・ブリーフ PureCloudが選ばれる10の理由 ウルトラコネクテッド時代のカスタマー・エクスペリエンス(CX)に求められる 5 つの不可欠要素 資料ダウンロード 「コールセンター白書2017にみるコールセンターの近未来予測」講演資料 一瞬一瞬を成功へ導く、次世代カスタマーエクスペリエンス PureEngage 製品概要 資料ダウンロード ジェネシスCXソリューションDay ジェネシス・ジャパン 資料ダウンロード ジェネシスCXソリューションDay 富士通株式会社様 次世代クラウドサービス：PureCloudカタログ 象徴的存在になる 現代の顧客との並走 次世代 CRM：基幹業務システムからエンゲージメントのシステムへ移行 Ovum Decision Matrix：マルチチャネル・クラウド・コンタクトセンター・ベンダーの選定 クラウドおよびプレミスベースのコンタクトセンター・プラットフォームの総所有コスト オムニチャンネルは単なるオプションではありません 優れたカスタマーエクスペリエンスの提供 クラウド・コンタクトセンターによるカスタマーサービス速度の向上 次世代カスタマーエクスペリエンスをシンプルに提供 PureConnect 製品概要 全てのカスタマーエクスペリエンス・プラットフォームが同等に作られている訳ではありません オムニチャネル・カスタマーエンゲージメント Playbook ジャーニー・マッピング: 優れたCX提供のためのアウトサイド・インのアプローチ オムニチャネル・カスタマーエンゲージメントの 10 大迷信を打ち壊す ウルトラ・コネクテッド時代における顧客とのエンゲージ 次世代カスタマーエクスペリエンスをクラウドで提供 カスタマーエクスペリエンスを再定義する５つのテクノロジートレンド PureCloudが備える競争上の強み 資料ダウンロード「LINE CX Summit ジェネシス講演資料」 IoTを活用したCX戦略を立てる準備は出来ていますか？ カスタマーエクペリエンスの再デザインに取り組む企業を支援 コンタクトセンターにおけるキューベース・ルーティングの課題 お客様の声 ～ボーダコム様 お客様事例 ～マークス＆スペンサー様 お客様の声 ～ボーダフォン様 ベストプラクティスで学ぶ、シームレスなオムニチャネル対応のCX コンタクトセンター・ルーティングにおけるベスト・プラクティス eBook エミレーツ航空事例 ～カスタマージャーニーをつなぐエグゼクティブ・インタビュー ライブアシスタンス ライブアシスタンス
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sp|新型コロナウイルス感染症（COVID-19）による影響。 +03-5989-1300 [email protected] +03-5989-1300 | | |
pa|데모 요청 무료 체험 상담 신청 견적 요청 연구 보고서 EBook 연구 보고서 EBook White Paper Practical Guide EBook Article Article EBook 연구 보고서 EBook 연구 보고서 Industry Report Industry Report Article Article Article Article Industry Report EBook Infographic 연구 보고서 연구 보고서 EBook 체크리스트 요약 자료 연구 보고서 연구 보고서 팁 시트 EBook 연구 보고서 연구 보고서 EBook EBook EBook EBook 연구 보고서 Infographic White Paper 연구 보고서 Infographic Infographic Infographic EBook EBook Article White Paper EBook Article Article Industry Report Infographic 연구 보고서 연구 보고서 연구 보고서 Infographic Industry Report Industry Report Industry Report Video Video EBook EBook Video White Paper 연구 보고서 EBook White Paper Brochure Video Infographic 연구 보고서 연구 보고서 EBook 연구 보고서 EBook Infographic Infographic Infographic Infographic Video Video EBook EBook White Paper EBook EBook EBook EBook EBook EBook White Paper EBook EBook Brochure Brochure EBook Genesys®는 매년 100여 개국의 기업들에 700억 건 이상의 탁월한 고객 경험을 제공하고 있습니다. Genesys의 기술은 클라우드와 AI를 활용하여 마케팅, 영업 및 서비스 전반에 걸쳐 모든 고객의 순간을 연결함과 동시에 직원 경험을 향상시킵니다. Genesys는 모든 규모의 기업들이 진정한 개인화 서비스를 제공할 수 있고, 진심을 다해 소통하며, 고객의 신뢰와 충성도를 높일 수 있도록 서비스로서의 경험(Experience as a Service℠)을 선도하였습니다. 이는 빠른 혁신과 확장성, 유연성을 위해 설계된 올인원 솔루션이자 세계 시장을 선도하는 퍼블릭 클라우드 컨택센터 플랫폼, Genesys Cloud™를 통해 가능합니다. Copyright © 2021 Genesys. All rights reserved.
di|Clear [this_page_title] [cutoff co_thick="2px"]많은 기업이 적시에 시장에 진입하기 위한 경쟁력을 높이기 위해 클라우드로 전환하고 있습니다. 최근 흐름은 보안과 규제 등의 이유로 클라우드 전환에 상대적으로 더딘 행보를 보이던 금융과 공공 부분까지 적극성을 띠는 분위기입니다. 이런 분위기 속에서 먼저 클라우드 전환에 나선 기업들은 클라우드의 이점을 여러 면에서 체감하고 있습니다. 많은 기업이 꼽는 클라우드 전환 효과는 비즈니스 민첩성, 유연성, 신기술 도입 속도가 빨라지는 동시에, 고정 비용과 IT 시스템 개발 및 초기 구축 비용 절감 등 입니다. 또한 최신 소프트웨어가 제공하는 혜택을 추가 비용이나 별도의 업데이트 작업 없이 항상 누릴 수 있다는 것도 장점입니다. 본 백서를 다운로드 하시어 컨택센터 시장에서의 클라우드 전환 움직임과 Genesys Cloud의 장점에 대한 자세한 내용을 확인해 보시기 바랍니다.[mktoform cta_header="다운로드" cta_button="지금 다운로드!" ar_status="dynamic" cid_id="7011T000001t7RgQAI"] PRACTICAL GUIDE 더 나은 성과를 위해 콜센터 변화 관리를 시작해 보세요 컨택센터 변화 관리 가이드 새로운 클라우드 기술로 마이그레이션한 후 비즈니스 성과를 개선하기 위해서는 포괄적인 변화 관리 전략이 필요합니다. 지금 바로 본 가이드를 통해 문제를 식별하고 목표 달성을 방해하는 장벽을 극복하기 위여 성공적으로 변화를 관리하기 위해 필요한 단계를 확인해 보세요. 팀원과 이해관계자의 동의 얻기 교육을 통한 지식 격차 좁히기 새로운 행동, 프로세스 및 시스템의 장기적인 성공을 위한 채택 촉진 Download the guide [mktoform cta_header="" cta_button="eBook 다운로드" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwyQQAQ" ar_title="Practical guide to managing change in your contact center" ar_url="https://content.genesys.com/resource-change-management/en-us-change-managem"] RESEARCH REPORT 2021년 아시아 태평양 고객 경험 혁신 준비 지수 미래의 고객 경험 대비하기 고객 경험을 제공하는 것은 복합적이며 기술, 프로세스, 인력의 적절한 조합을 활용하는 여러 차원에 걸친 조율이 필요합니다. Genesys는 리서치 회사 Twimbit과 함께 아시아 태평양 지역 14개국 495명의 비즈니스 및 IT 의사 결정권자를 대상으로 설문 조사를 의뢰하여 고객 경험 혁신 준비 지수를 평가했습니다. 이 연구에서는 기업의 클라우드 및 인공 지능(AI) 도입 수준, 현재의 디지털 인게이지먼트 수준, 특히 예기치 않은 상황에 직면할 경우 직원 경험 전략을 조정할 수 있는 기업의 준비 상태, 트랜스포메이션을 촉진하고 탁월한 경험을 제공하는 리더십 등을 자세히 살펴봅니다. 지금 바로 보고서를 다운로드하시어 아래의 내용에 대한 인사이트를 얻어보세요: 2021년과 그 이후의 고객 경험 혁신을 위한 아시아 태평양 지역의 기업, 산업 및 국가별 준비 지수 기술 기반 고객 경험 채택의 주요 동인 및 과제 기억에 남는 경험을 디자인하기 위한 기업의 베스트 프랙티스 대한 전문가 조언 보고서 다운로드 [mktoform cta_header="" cta_button="지금 다운로드" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001ky6uQAA"] [rawcss raw_css="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"] 가트너 연구 보고서 2020 가트너 매직 쿼드런트 서비스형 컨택센터, 월드와이드 2020년 가트너 매직쿼드런트에서 Genesys가 리더로 선정 서비스형 컨택센터 (CCaaS) 시장은 경쟁이 매우 치열합니다. 2020년 서비스형 컨택센터 부문 가트너 매직 쿼드런트 리포트는 올바른 선택을 돕고자 비전완성도와 실행 역량 측면에서 13개 업체를 평가했습니다. Genesys는 강력한 글로벌 운영, 광범위한 지리적 분포 및 탄탄한 파트너 네트워크를 바탕으로 비전 완성도와 실행 역량 측면에서 리더로 선정되었습니다. 지금 보고서를 읽어보시고 왜 Genesys가 모든 규모 및 산업의 비즈니스를 위한 솔루션을 통해 전세계 리더로 자리잡았는 지 확인하세요. CCaaS 시장을 견인하는 주요 트렌드 마켓 플레이스 탐색을 위한 팁 가트너가 탁월한 고객 서비스 제공 역량에 있어 13개 업체를 평가한 방법 보고서 읽어보기 [mktoform cta_header="" cta_button="지금 읽어보기" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * Gartner는 연구 간행물에 기술된 어떠한 공급업체, 제품 또는 서비스도 추천하지 않으며, 기술 사용자에게 최고 등급 또는 기타 자격을 갖춘 공급업체들만 선택하도록 권고하지 않습니다. Gartner의 연구 간행물은 Gartner의 연구 조직의 의견으로 구성되어 있으며 사실의 진술로 해석돼서는 안됩니다. Gartner는 이 연구와 관련성을 가지는 명시적 또는 묵시적 보증(상업성 또는 특정 목적에의 적합성에 대한 보증 포함)을 전부 부인합니다. GARTNER는 미국 및 해외에서 Gartner, Inc. 또는 그 계열사의 등록 상표 및 서비스 마크이며 허가를 받아 사용되었습니다. 무단 전재와 무단 복제를 금지합니다. Source: Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020. ANALYST RESEARCH REPORT Genesys, Forrester Wave™ 서비스형 컨택센터(CCaaS) 부문에서 리더로 선정 Forrester Wave™: 서비스형 컨택센터(CCaaS) 공급업체, 2020년 3분기 뉴노멀 시대에 디지털 채널 사용자의 수가 증가함에 따라, 원격 근무 상담사들이 이러한 인터랙션을 지원하도록 돕는 신뢰할 만한 기술이 더욱 필요해졌습니다. Genesys는 2020 Forrester Wave 보고서에서 서비스형 컨택센터 (CCaaS) 솔루션의 리더로 선정되었으며, 광범위한 제품 포트폴리오, CRM 통합 및 사용자 경험을 원활하게 지원하고 일관된 운영을 돕는 WFO 기능에 대해 인정 받았습니다. 본 Forrester 보고서를 다운로드하여 Forrester가 Genesys를 서비스형 컨택센터의 리더로 인정한 이유에 대해 알아보고 다음의 내용에 대해 확인해 보세요: 서비스형 컨택센터 공급업체(CCaaS)에 대한 분석 주요 시장 동향 CCaaS 솔루션 선정 시 고려해야 할 사항 제품, 전략 및 시장 입지에 대한 공급업체 비교 차트 보고서 다운로드 [mktoform cta_header="" cta_button="지금 다운로드" form_branding="resource-alt" cid_id="7011T000001kvxkQAA"] The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave™. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. Twimbit Research Insights 아시아 태평양 지역의 e-Conomy를 위한 CX 우선 순위 아시아 태평양 지역은 디지털 경제 서비스가 가장 급속도로 확산하는 지역으로 부상하고 있습니다. 특히 코로나19와 모바일 인터넷 환경에 접속하는 인구가 급속도로 늘어나면서 디지털 서비스 도입이 가속화되고 있습니다. 모든 시장 부문에서 기업들은 이제 온라인에 크게 의존하여 비즈니스 거래 및 활동을 계속해나가고 있습니다. 디지털 및 전자상거래 시장이 계속해서 성장하는 지금, 고객 경험(Customer Experience, CX)은 기업의 차별화와 시장의 리더로 부상하기 위한 필수 불가결한 요소입니다. 고객이 다양한 옵션을 선택할 수 있는 지금, 고객 경험은 고객 충성도를 확보하는 데 결정적인 요인이 되고 있습니다. 본 보고서를 통해 다음 사항들에 대해 알아보시기 바랍니다. 향후 10년간의 성장 동인 CX를 새롭게 정의하는 핵심 우선 사항 CX 변화를 이끄는 핵심 기술 CX 성공을 위한 로드맵 향상된 CX 제공을 위한 베스트 프랙티스 연구 보고서 다운로드 [mktoform cta_header="" cta_button="지금 다운로드" form_branding="resource-alt" cid_id="7011T000001t8rQQAQ"] Twimbit Research Insights 아시아태평양 지역의 BPO: 성장의 새로운 기회 BPO 산업은 지난 20년 동안 놀라운 성장을 이루었으며, 특히 아시아태평양 지역의 성장세가 가장 두드러집니다. 또한 코로나바이러스로 인해 이 업계의 디지털 난제가 가속되고 있습니다. 따라서 서비스 제공업체가 비즈니스 모델의 변화와 빠르게 진화하는 고객 요구 사항에 응대하려면 변화를 이루어 내야 합니다. BPO는 결과 기반 비즈니스 모델을 제공하기 위해 기업의 엔드-투-엔드 비즈니스 프로세스의 긴밀한 통합을 달성하는 것을 목표로 하고 있습니다. 또한 탁월한 고객 경험을 제공하기 위해 뛰어난 직원 경험을 실현하는 것이 중요하다는 인식이 점점 커지고 있습니다. 본 보고서를 통해 다음과 같은 사항에 대해 알아보시기 바랍니다. 향후 10년 동안의 성장 동인 비즈니스 변화를 지원하는 기술 직원 인게이지먼트의 중요성 증대 성공적인 변화를 위한 4단계 로드맵 성공 전략 수립의 베스트 프랙티스 연구 보고서 다운로드하기 [mktoform cta_header="" cta_button="지금 다운로드" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t7xNQAQ"] EBOOK Genesys와 Google Cloud: 컨택센터 AI의 혁신 컨택센터의 인공 지능(AI)이 획기적으로 개선됩니다. 고객은 종종 봇과 인터랙션을 시작하지만, 복잡한 사안에 대해서는 상담사와 대화하는 것을 선호합니다. 대화형 AI는 단순하고 반복적인 인터랙션을 자동화하여 효율성을 높이고, 봇과 상담사 간에 매끄러운 전환을 돕습니다. 덕분에 상담사들은 복잡한 문제에 집중할 수 있습니다. Genesys와 Google Cloud는 AI 기반 고객 경험을 모든 규모의 기업이 다양한 수준으로 이용할 수 있도록 제공합니다. 본 eBook을 통해 다음의 내용에 대해 확인해 보시기 바랍니다. 대화형 AI를 통해 컨택센터에서 해결 가능한 세 가지 과제 보이스봇과 챗봇을 통한 운영 효율성 개선 방법 상담사가 AI 기반 가상 도우미를 통해 업무 효율성을 높이는 방법 eBook 읽어보기 [mktoform cta_header="" cta_button="지금 다운로드" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] 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 Twimbit Research Insights 아시아 태평양 지역 Insurance 4.0을 위한 CX 우선순위 아시아 지역은 향후 10년 동안 보험 업계에서 가장 빠르게 성장하는 지역으로 부상하고 있습니다. 그러나 100년에 한 번 있을 법한 세계적인 유행병이 모든 비즈니스와 전 인류에게 끊임없이 영향을 미칠 것입니다. 기술은 성장과 확장의 걸림돌이 되어 온 3가지 과제인 도달률, 사기 위험 및 보험료 부담 능력을 해결해 줍니다. 소비자들은 적극적으로 보험 상품을 검색하며, 보험사가 소비자의 라이프스타일에 맞는 상품을 완벽히 설계함에 따라 1인당 보험 가입 수도 그에 따라 기하급수적으로 증가하고 있습니다. 따라서 변화하는 고객의 니즈를 충족시키기 위해서는 옴니채널 커뮤니케이션을 제공하고 민첩하게 최고 수준의 고객 경험을 제공해야 합니다. 본 보고서를 통해 다음의 사항들에 대한 자세한 내용을 알아보시기 바랍니다: 다음 세대를 위한 성장 동력 CX(고객 경험)를 재구성할 때의 3가지 우선 고려사항 CX 혁신을 뒷받침 하는 3가지 기술 성공적인 아젠다 수립을 향한 로드맵 CX 혁신 베스트 프랙티스 보고서 다운로드 [mktoform cta_header="" cta_button="지금 다운로드" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t6ooQAA"] MIT RESEARCH REPORT 글로벌 AI 아젠다 - AI와 데이터 공유의 약속, 현실 그리고 미래 비즈니스에서 AI가 실제로 미치는 영향에 대한 이해인공지능(AI) 기술은 더 이상 IT 대기업이나 디지털 플랫폼 기업들만의 전유물이 아닙니다. 본 연구에 따르면 제조부터 에너지, 헬스케어, 정부 기관에 이르기까지 모든 산업 및 부문의 기업들이 수많은 유스케이스를 통해 AI 솔루션을 다각도로 실험 중인 것으로 나타났습니다. MIT Technology Review Insights는 전 세계 여러 분야 및 지역에서 1,000명 이상의 고위급 임원을 대상으로 해당 기업의 AI 이용 현황과 향후 계획에 관한 설문조사를 실시하였습니다. 지금 바로 보고서를 다운로드하시어 자세한 내용을 확인해 보세요: 실제 AI 유스케이스 비즈니스 확장성 문제 데이터 공유 및 AI 역량 향상에 대한 업계의 준비 보고서 다운로드 [mktoform cta_header="" cta_button="보고서 다운로드" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK"] EBOOK Genesys의 검증된 마이그레이션: 검증된 ROI로 단순화된 마이그레이션 컨택센터 기술은 고객을 파악하고 고객이 원하는 시간에 원하는 방법으로 대응할 수 있도록 지원해야 합니다. IT 팀이 비즈니스 요구 사항에 대해 비용을 상회하는 가치로 제공할 수 있도록 해야 합니다. 또한 인공 지능(AI), 디지털, 클라우드의 융합에 대비할 수 있도록 지원해야 합니다. 그렇게 하지 못한다면, 바꿀 때가 된 것입니다. 따라서 불확실한 현재 사용 중인 시스템이 지속적으로 비즈니스 성과를 달성하지 못하도록 방치해서는 안됩니다. Genesys는 귀하의 예산과 속도에 맞춘 마이그레이션 로드맵을 제공해 드립니다. 비즈니스 및 고객의 기대를 넘어서는 목표 수립 방법에 대해 생각해 보십시오. Genesys는 아래의 사항들을 달성할 수 있도록 돕습니다. 마이그레이션을 위한 경로를 정의 안심하고 마이그레이션 진행 원하는 결과를 달성 지금 바로 eBook을 읽어보시고 많은 경험을 바탕으로 검증된 Genesys의 마이그레이션 가이드를 확인해 보시기 바랍니다. ebook 다운로드 [mktoform cta_header="" cta_button="지금 다운로드" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000000mg6K"] 체크리스트: 클라우드로의 전환을 고려하는 Genesys 온 프레미스 고객을 위한 필수 체크리스트 [cutoff co_thick="2px"]컨택센터를 운영하면서 높아지는 고객의 기대치를 충족하기 위해서는 최적의 솔루션, 인프라, 공급업체가 필요합니다. 목표와 결과를 달성하기 위해서 온 프레미스 시스템이 가장 효율적인 방법은 아닙니다. 가장 좋은 방법은 언제나 최신 기술을 사용할 수 있는 클라우드 솔루션으로 전환하는 것입니다. 아래의 내용을 포함하는 종합적인 마이그레이션 체크리스트를 통해 마이그레이션 여정을 계획하세요. 비즈니스 목표 및 결과 식별 배포 옵션 평가 기술 요구 사항 및 우선 순위 이해 [mktoform cta_header="체크리스트 확인하기" cta_button="지금 다운로드" ar_status="default" cid_id="7010d000001GcaAAAS"] 요약 자료: 안심하고 클라우드로 전환 Genesys 온 프레미스 고객을 위한 탁월한 민첩성, 확장성 및 혁신 [cutoff co_thick="2px"]고객은 선호하는 채널을 통해, 새로운 방식으로 회사와 연락하기를 원합니다. 여기에는 온 프레미스 시스템이 지원할 수 없는 새로운 채널이 포함됩니다. 현재 사용 중인 Genesys 솔루션을 클라우드로 전환하면 비즈니스 요구 사항이 변화하거나 회사가 성장합에 따라 손쉽게 확장 또는 축소할 수 있고, 시즌별 요구 사항을 손쉽게 충족할 수 있는 비즈니스 민첩성을 확보할 수 있습니다. 또한 지속적인 소프트웨어 업데이트를 통해, 혁신적인 최신 Genesys 기술에 액세스할 수 있는 최신 버전을 항상 사용할 수 있습니다. 검증되고 안정적인 Genesys 마이그레이션 방법론을 통해 클라우드로 쉽고 간편하게 전환할 수 있습니다. 클라우드로 전환하는 방법에는 다음의 간단한 단계가 포함됩니다. 비즈니스 및 고객 기대치를 뛰어넘기 위한 사항 확인 검증된 Genesys 성공 사례를 활용 안심하고 마이그레이션 및 모든 작업 대행 원하는 비즈니스 성과 달성 [mktoform cta_header="요약 자료 다운로드" cta_button="지금 다운로드" ar_status="default" cid_id="7010d000001Gd2iAAC"] IDC Spotlight: Google Cloud와 Genesys의 결합을 통한 AI 기반 컨택센터의 혁신성 2020년 현재, 고객 경험은 주요 브랜드 차별화 요소로서 그 가치가 가격과 제품 이상이 될 것입니다. 탁월한 고객 경험을 제공하기 위한 최전선에는 컨택센터가 있습니다. 대화 중에 고객이 원하는 방식으로 즉각적으로 처리 가능한 24시간 셀프서비스를 제공할 수 있다고 상상해 보십시오. 그런 다음 인공 지능(AI)을 통해 해당 문의에 빠르게 답할 수 있는 상담사로 원활하게 전환하는 것입니다. IDC는 “2025년까지 'AI 기술 기반' 기업은 경쟁사 대비 1.5배 높은 순 추천고객 지수를 달성할 수 있을 것"이라고 이야기합니다. 지금 IDC Spotlight를 다운로드하시어 컨택센터에서 AI를 활용하는 방법에 대해 알아보시기 바랍니다. 고객 만족도 향상 상담사에 권한 부여 비즈니스 인사이트 강화 IDC 보고서 다운로드 [mktoform cta_header="" cta_button="지금 읽어보기" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001t6UFQAY"] FORRESTER 보고서 2020년 고객 서비스의 세 가지 메가트렌드: 보다 나은 경험을 위한 AI와 상담사의 결합 상담사에게 필요한 최적의 도구를 제공하는 것은 고객의 문제를 진정으로 이해하고 해결하는 데 매우 중요한 요소입니다. 고객을 제대로 파악한 후 고객과 소통하면 비용을 절감하고 충성도를 구축할 수 있습니다. 상담사가 인공 지능(AI) 을 활용할 수 있도록 하는 것은 최적의 컨택센터 운영 방법 중 하나입니다. AI의 지원으로 상담사는 간단한 업무는 자동화하고 고객에게 스스로 문제를 해결할 수 있는 디지털 도구를 제공함으로써, 보다 복잡한 문제에 집중하여 처리할 수 있습니다. 이를 통해 상담사는 귀사의 성공에 중요한 역할을 하게 될 수 있습니다. Forrester Research의 보고서를 읽고 다음과 같은 내용을 확인해 보세요. 2020년, 고객 서비스 전문가를 위한 3가지 메가트렌드 AI와 상담사 역할의 변화가 인력 계획과 문화에 가져오는 변화 AI 기반 데스크톱의 역할 및 상담사가 고객의 요구를 더 잘 파악할 수 있도록 돕는 방법 Forrester 보고서 읽기 [mktoform cta_header="" cta_button="지금 다운로드" form_branding="resource-alt" cid_id="7011T000001IcyAQAS"] 팁 시트 클라우드 컨택센터로 업그레이드해야 하는 12가지 이유 경쟁력을 유지한다는 것은 고객의 기대를 뛰어넘는 수준의 차별화된 고객 경험을 제공한다는 것을 의미합니다. 컨택 센터는 훌륭한 고객 경험 제공을 손쉽게 도울 수 있도록 셋업되어야 합니다. 지금 바로 본 tip sheet을 통해 아래와 같은 클라우드 컨택 센터의 다양한 장점들을 살펴보고 지금이 클라우드로 업그레이드 할 때인지 확인해 보시기 바랍니다. 회사의 성장에 따른 빠른 확장성 운영 효율성 향상 채널 간 상호 연결성 향상 팁 시트 읽어보기 [mktoform cta_header="" cta_button="지금 다운로드" form_branding="resource-alt" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001koQrQAI" ar_url="https://www.genesys.com/campaign/12-signs-thank-you"] EBOOK 고객 경험에 투자하여 더 큰 수익을 실현한 4가지 성공 사례 Nemertes Research에서 최근에 진행한 분석에 따르면, 컨택 센터 플랫폼을 업그레이드했을 때 고객 만족도 향상과 매출 증가부터 구독 비용 절감 및 운영비 감소에 이르기까지 다양한 형태로 ROI가 실현되는 것으로 나타났습니다. 최적의 클라우드 기반 파트너를 만나면 일반적인 ROI 기대치를 넘어서는 비용 절감 효과를 거둘 수 있습니다. 본 eBook을 읽어보시고 디지털 고객 경험 기술을 구현하는 데 비용을 투자하여 수익을 거둔 4가지 사례를 확인해 보시기 바랍니다. 고객 만족도 향상 매출 증대 운영 비용 감소 ebook 읽어보기 [mktoform cta_header="" cta_button="지금 다운로드" ar_status="default" form_branding="resource-alt" cid_id="7011T000001koSOQAY"] 2019년의 좋은(그리고 나쁜) 고객 서비스 아시아 태평양 소비자 조사 보고서 [cutoff co_thick="2px"]Genesys는 "2019년 좋은(그리고 나쁜) 고객서비스" 연구를 통해 아시아 태평양 지역의 기업들이 좋은 고객 경험을 제공하기 위한 주요 성공 요인을 조사했습니다. 8000여명의 소비자를 대상으로 한 온라인 설문조사를 기반으로 한 본 보고서에서는 통화 대기 시간, 챗봇 등 자동화 기술 사용과 같은 고객 만족도를 향상시키거나 또는 떨어뜨릴 수 있는 주요 요인에 대해 중점적으로 이야기하고 있습니다. 지금 바로 보고서를 다운로드 하시어 아래의 내용에 대해 확인해 보시기 바랍니다: 문제를 해결하는 데 가장 효과적이라고 선택한 채널과 그 이유 고객 서비스와 관련하여 가장 짜증스러운 3가지 경험 52%의 아시아 태평양 지역 고객들이 고객 서비스에 챗봇/보이스봇을 선호하지만 자동화 옵션이 항상 좋지많은 않다고 답한 이유 [mktoform cta_header="전체 보고서 읽기" cta_button="지금 다운로드" ar_status="default" cid_id="7011T000001kp9cQAA"] Forrester 보고서 더 이상 챗봇으로 상담사를 대체하지 마십시오 챗봇을 활용하여 상담사의 역량을 강화하는 4가지 접근 방법 [cutoff co_thick="2px"]많은 기업에서 챗봇을 도입하여 상담사를 대체하려고 합니다. 그러나 최고의 고객 경험을 위해 챗봇은 상담사를 대체하는 것이 아닌, 보조하는 역할을 해야합니다. 챗봇을 사용하여 상담사를 지원하면 그 혜택은 고객에게만 있는 것은 아닙니다. 상담사의 직업 만족도가 높아져 ROI가 향상됩니다 지금 보고서를 통해 다음의 내용을 확인하세요. 상담사 대체와 비교하여 상담사 역량 강화의 이점 챗봇을 사용하지 않아야 할 때 챗봇을 활용하여 상담사의 역량을 강화하는 4가지 접근 방법 [mktoform cta_header="Forrester 보고서 받기" cta_button="지금 읽기" ar_status="dynamic" cid_id="7010d000001GYjCAAW"] [this_page_title] [cutoff co_thick="2px"]Google이나 Amazon과 같은 글로벌 선도 기업들과 동일한 수준의 고객 경험을 기대하는 고객이 늘어나고 있습니다. 경쟁에서 뒤쳐지지 않고 성공하기 위해서는 엔드 투 엔드 고객 경험 관리에 투자해야 합니다. 본 eBook에서는 서로 다른 고객 경험을 일관되고 맞춤화된 고객 여정으로 전환하기 위한 세 가지 전략을 소개합니다. Genesys가 소개하는 총제적인 접근법을 통해 고객 만족도를 향상시키고, 비즈니스 성과를 달성하는 방법에 대해 확인해 보시기 바랍니다. 고객 만족도 향상 서비스 비용 절감 매출 증가 [mktoform cta_header="Download the ebook" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000001Kg7UAAS"] 고객 경험을 통해 경쟁 우위를 구축한 고객 사례 5가지 실제 비즈니스 혁신 사례 [cutoff co_thick="2px"]오늘 날 고객들은 디지털 및 음성 채널 전반에 걸쳐 빠르고, 끊김없는 개인 맞춤화된 경험을 원합니다. 페이팔, 하이네켄, 보다폰과 같은 글로벌 브랜드는 진정으로 연결된 옴니채널 고객 경험을 제공하기 위한 기술을 도입하였습니다. 최고의 고객 경험 플랫폼으로 마이그레이션함으로써 이들은 다음과 같은 성과를 거둘 수 있었습니다: 클라우드 기반으로 전환함으로써 크리티컬한 일정 준수 산업별 규제 요구 사항 해결 유지보수 비용 및 운영 비용 절감 워크포스 최적화 가치 창출 및 ROI 창출 시간 단축 순수고객추천지수(NPS), 고객 만족도 및 콜 플로우 향상 본 eBook을 다운로드하시어 성공적인 마이그레이션 및 고객 경험을 위한 4가지 단계에 대해 확인해 보시기 바랍니다. [mktoform cta_header="Get the ebook" ar_status="dynamic" cid_id="7010d000001GYrBAAW"] [this_page_title] [cutoff co_thick="2px"]과거 콜센터 IT 관리자는 새로운 비즈니스 요구사항을 충족하기 위해 각종 애플리케이션을 추가했습니다. 그러나 기술이 발전함에 따라 이러한 인프라는 단절된 기술 사일로 문제를 발생시켰습니다. 이제 문자 또는 채팅과 같은 새로운 디지털 채널을 추가하고자 하지만, 이러한 사일로화된 환경에서는 오늘 날의 고객을 지원할 수 없습니다. 콜센터 기술을 통합하면 IT팀의 부담을 줄이고 전반적인 IT비용을 절감하는 동시에 고객 경험을 향상시킬 수 있습니다. 본 eBook을 통해 콜센터 기술 통합을 위한 기본 고려사항을 확인해 보시기 바랍니다.[mktoform ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] [this_page_title] 고객 및 직원 만족도 개선 및 매출 향상 [cutoff co_thick="2px"]인공지능(AI)을 구현하는 것은 현재와 미래의 비즈니스 경쟁력을 확보하는 데 가장 중요한 작업 중 하나입니다. Genesys 와 함께 AI 활용 수준을 한 단계 높여보십시오. Genesys의 포트폴리오에는 모든 영역에서 AI가 구현되어 있습니다. 제네시스 블렌디드 AI를 활용하면 정보, 프로세스, 인사이트 및 트렌드를 자동화하고 이를 인간의 능력과 결합하여 결과를 극대화 할 수 있습니다. 본 eBook에서는 Genesys 솔루션의 차별화 요소가 무엇인지, Genesys 고객이 AI 기능을 활용하여 아래와 같은 결과를 어떻게 만들어 내고 있는지에 대해 소개합니다. 장바구니 포기율 30% 감소 고객 경험 향상 비즈니스 KPI 개선 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000iYi4AAE"] [this_page_title] [cutoff co_thick="2px"] 훌륭한 고객 서비스는 단순히 비용을 줄이거나 운영을 효율적으로 만드는 것이 아닙니다. 기술, 데이터, 운영을 보다 시스템적으로 만들어 자동화, 데이터, 상담사를 활용하여 기업 고유의 강점을 만들고 고객의 기대에 맞는 경험을 제공하는 것입니다. 자동화와 인공지능 (AI)를 통해 고객 서비스를 보다 효율적으로 운영할 수 있습니다. 그리고 이는 기업이 보다 차별화 된 고객 경험을 제공할 수 있도록 하고 새로운 매출 흐름을 만들고 비즈니스 모델을 개발할 수 있도록 합니다. 본 보고서를 통해 다음의 내용을 확인하시기 바랍니다: AI를 활용한 운영 혁신을 위해 고려해야할 2019년의 세 가지 고객 서비스 메가트렌드 상담사 워크포스에 대한 주요 변화와 수퍼 상담사의 진화 고객 서비스를 향상시키는 AI와 로보틱 프로세스 자동화(RPA) [mktoform cta_header="포레스터 보고서 다운로드" cta_button="지금 다운로드!" ar_status="dynamic" cid_id="7010d000001KgFnAAK"] White Paper 중소 기업을 위한 고객 서비스 혁신 중소기업이 리스크를 낮추고 고객의 인게이지먼트를 향상 시킬 수 있는 방법 [cutoff co_thick="2px"] 경쟁이 심한 비즈니스 환경에서 고객 경험의 향상은 기업의 규모에 상관 없이 성공하기 위한 최우선 과제입니다. Frost & Sullivan은 Genesys의 의뢰로 아시아 태평양 전역의 13개 국가에서 400명이 넘는 비즈니스 및 IT 의사 결정권자들에 대해 설문 조사를 실시했습니다. 고객 서비스 트렌드 보고서에는 고객 서비스 전략과 실제 기업이 가지고 있는 역량간의 중요한 격차를 보여줍니다. 실제 기업의 역량은 “항상 연결되어있는” 고객과의 실시간으로 원활한 인게이지먼트를 창출하려는 노력을 방해하기도 합니다. 이번 조사 결과는 기술 투자 우선 순위와 중소 기업들이 새로운 역량들을 배치하고 기존 오래된 온-프레미스 시스템과 통합 할 때 직면하는 문제점을 고려한 전체적인 고객 인게이지먼트 전략에 대한 필요를 강조합니다. 주요 조사 결과는 다음과 같습니다: 중소 기업의 65%는 고객 서비스가 비즈니스 성과에 영향을 준다는데 동의 중소 기업 중 86%는 고객 데이터를 획득하고 관리하기 위한 채널 간 통합이 거의 또는 전혀 이루어지지 않음 중소 기업 중 87%가 클라우드를 고려 중 응답자의 70%는 AI, 선제적인 아웃 바운드 솔루션 및 메시징 애플리케이션과 같은 기술이 향후 2년 내에 중요 투자 영역이 될 것으로 기대함 지금 바로 보고서를 다운로드 하시어 지속 가능한 성장을 위해 고객과 더 잘 소통할 수 있도록 귀하의 사업에 도움을 줄 인사이트를 획득하세요! [mktoform cta_header="백서 읽어보기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000001Ke5d"] MIT Technology Review 인간+로봇: 우려와 기회 글로벌 유명 브랜드 기업들이 인간의 스킬과 AI를 결합하여 고객 친밀도를 높이고 성장을 촉진하는 방법 [cutoff co_thick="2px"] 전 세계의 기업이 고객 경험을 향상시키고 고객과의 관계를 더욱 단단히 하기 위해 인공지능(AI)를 활용한 혁신을 시작하고 있습니다. 본 MIT 보고서에 따르면, 전 세계의 대기업 및 중견기업의 599명 임원들을 대상으로 진행한 설문조사 및 인터뷰에서 대부분의 고객 중심 기업들이 이미 고객 서비스 운영 및 고객 경험 관리 프로세스에 AI를 광범위하게 도입한 것으로 나타났습니다. 북미, 중남미, 유럽 및 아시아 지역의 글로벌 보고서 및 아시아 태평양 지역의 스포트라이트를 통해 본 설문조사에 대한 완벽한 인사이트를 얻으십시오. 설문 결과의 주요 내용은 다음과 같습니다: 거의 90%는 AI의 사용으로 불만 처리 속도가 눈에 띄게 향상되었다고 응답했습니다. 80%는 고객 만족도, 서비스 제공 및 컨택 센터 역량이 향상되었다고 응답했습니다. 아시아 태평양 지역 응답자 1/3 이상이 AI 사용 증가가 10%이상의 매출 성장을 가져왔다고 응답했습니다. 북미 지역의 응답자 60%는 고객 평생 가치를 내년에 10% 올리겠다고 응답했습니다. 유럽 지역에서는 AI를 활용하여 브랜드 인지도를 높이고 고객 경험을 강화했다고 보고했습니다. [mktoform cta_header="MIT 글로벌 보고서 및 아시아태평양 스포트라이트 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000maXQAAY"] Infographic_IT_5 ways technology is shaping the future of the retail contact center-v3 취약한 '프랑켄스택(Frankenstack)'이 아닌 고객 서비스를 위한 에코시스템을 구축해야 하는 3가지 이유 [cutoff co_thick="2px"] 수년 전 기업에서는 고객 리스트를 보유하고 있었습니다. 그 목록이 데이터베이스가 되어 초기 콜센터 소프트웨어에 연결되었습니다. 그 후, 이 데이터는 판매 경로로 확장되어 잠재 고객, 휴면 고객, 재구매 고객 등의 꼬리포를 달고 분류 및 구분되었습니다. 또한 고객 범주가 세분화되고 미디어 채널이 다양해지면서 고객 관계 관리(CRM) 패키지, 개인 맞춤형 상담사 애플리케이션, 자동 응답 시스템(IVR) 관리 대시보드와 같은 여러 애플리케이션이 등장하게 되었습니다. 그러나 이들은 원활하게 연결되어 있지 않습니다. 컨택 센터 IT 전문가는 고객 서비스 향상을 위해 이러한 다양한 시스템들을 고객 에코시스템 관점에서 자연스럽게 연결될 수 있도록 해야 합니다. 지금 바로 그 이유에 대해 본 eGuide를 통해 알아보시기 바랍니다. [mktoform cta_header="다운로드" cta_button="지금 다운로드!" ar_status="dynamic" cid_id="7010d000000mWJ9AAM"] [this_page_title] [cutoff co_thick="2px"] 리테일 업계는 변화하고 있습니다. 오늘 날의 고객에게 만족할 만한 고객 서비스를 제공하기 위해서는 리테일 컨택 센터도 변화해야 합니다. 고객의 기대 수준이 향상한 만큼 고객이 상담 센터 전화, 모바일 앱, 웹사이트 등 어느 채널을 사용하더라도 끊김 없이 연결되는 개인 맞춤화된 서비스를 제공해야 합니다. 본 eGuide에서는 고객이 기존 리테일 업체로부터 멀어지는 이유와 미래를 내다보는 리테일 업체가 어떻게 데이터를 활용하여 고객 경험 향상을 대해 이야기합니다. [mktoform form_type="contact" cta_header="백서 읽어보기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000mWJJAA2"] [this_page_title] [cutoff co_thick="2px"] 디지털 트랜스포메이션이 가속화됨에 따라 컨택센터는 변화의 요구에 직면해 있습니다. 기업들은 고객이 원하는 채널을 모두 지원해야하는 동시에, 다양한 채널을 통합하여 고객 여정을 파악 및 예측하여 개인 맞춤화된 서비스를 제공하여야 합니다. 하지만, 이러한 변화에 대응하기에 현실은 조금 복잡합니다. 이미 컨택센터 인프라를 보유한 기업의 경우, 채널 별로 구축한 사일로 방식의 인프라가 걸림돌이 되는 경우가 많고 신규로 인프라를 구축하고자 하는 기업의 경우에도 이 모든 기능을 한꺼번에 도입하기에는 초기 구축 비용이 부담으로 작용합니다. 제네시스 퓨어클라우드는 이러한 기업들의 고민에 대한 대안을 제시합니다. 지금 본 백서를 통해 PureCloud가 제공하는 여러가지 강력한 기능에 대해 자세히 알아보시기 바랍니다. [mktoform cta_header="다운로드" cta_button="지금 다운로드!" ar_status="dynamic" cid_id="7010d000000meh7"] [this_page_title] [cutoff co_thick="2px"] 디지털 트랜스포메이션을 통한 혁신 및 각종 변화가 리테일 컨택 센터에도 많은 영향을 미치고 있습니다. 이러한 상황에서 관리자들의 가장 큰 고민은 아마 어디서부터 시작해야 하는가일 것입니다. Genesys는 본 백서에서 6가지 체크리스트를 통해 유통 업계의 고객 서비스 향상에 대한 고민 해결을 위한 힌트를 제공합니다. [mktoform cta_header="지금 확인하기" cta_button="다운로드" ar_status="dynamic" cid_id="7010d000000mWJdAAM"] [this_page_title] [cutoff co_thick="2px"] 귀하의 컨택 센터는 비용 센터인가요, 아니면 수익 창출 센터인가요? 점점 더 많은 리테일 업체들이 컨택 센터를 성장의 밑거름으로 활용하고 있습니다. 밀레니얼 세대 뿐만 아니라 오늘 날의 고객들은 인간, 즉 상담사와의 통화를 가장 마지막 수단으로 여깁니다. 이들은 모바일 앱을 사용한 셀프 서비스를 선호합니다. 챗봇에게 평소에 사용하는 자연어로 질문을 합니다. 같은 구매 여정에서 여러 차례 사용하는 기기를 바꾸더라도 본인을 알아차려 주기를 기대합니다. 고객은 개인정보가 올바른 목적에 의해 제대로 관리 된다면 해당 데이터를 기업이 활용하는 데에 거부감을 느끼지 않습니다. 데이터 분석 및 활용을 통해 고객은 개인 맞춤화된 더 쉽고 빠른 서비스를 제공받을 수 있기 때문입니다. 본 백서에서는 비용 센터에서 수익 창출 센터로 가는 컨택 센터의 5가지 중요 트렌드에 대해 이야기합니다. [mktoform cta_header="지금 읽어보기" cta_button="다운로드" ar_status="dynamic" cid_id="7010d000000mWJEAA2"] Article [this_page_title] [cutoff co_thick="2px"]오늘날 대부분의 은행, 금융 서비스, 보험(BFSI)업계에서 고객 경험은 매우 중요하게 여겨지고 있습니다. 기업들은 ‘브랜드 약속’을 이행하는 것에는 집중하고 있지만 고객 경험 수준을 유지하거나 향상시키는 잠재적인 핵심은 놓치고 있습니다. 본 백서를 통해 다음과 같은 고객 인게이지먼트 전략에 대해 알아보시기 바랍니다. 귀사의 직원 인게이지먼트의 기본에 대해 이해하고 그들이 회사의 대표 홍보대사로 역할을 할 수 있도록 동기 부여 디지털 소비자의 요구 및 그 요구를 충족시키기 위해 직원 인게이지먼트가 어떤 도움이 될 수 있을 지 파악 인공지능(AI)을 직원 인게이지먼트 및 고객 서비스 전략에 활용 BFSI 기업들이 현재 어떻게 직원 인게이지먼트를 지원하고 있는지에 대한 업계 동향 [mktoform cta_header="백서 읽어보기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000mZhhAAE"] Article [this_page_title] [cutoff co_thick="2px"]Frost&Sullivan에 따르면, 2020년까지 고객 경험은 브랜드의 핵심 차별화 요소가 될 것으로 기대되고 있습니다. 초 연결되어 있고, 기술에 능통하고, 빠르게 변화하며 집중력이 상대적으로 짧고 경험에 가치를 가장 많이 두는 것으로 알려진 밀레니얼 세대의 급 부상으로, 은행 및 금융 서비스, 보험(BFSI)업계는 더욱 효율적으로 그들을 지원하는 것에 중점을 두고 있습니다. 밀레니얼 세대와 Z세대와 커뮤니케이션을 하는 기업들은 이제 모바일 앱, AI기반의 가상 비서, 챗봇, 그리고 셀프서비스 지점 등 새로운 디지털 기술들을 트렌드에 발맞추어 추진하고 있습니다. 본 백서를 통해 다음의 내용들에 대해 알아보세요: 새로운 소비자 집단과 그들의 잠재력에 대한 이해 기업이 밀레니얼 세대와 어떻게 커뮤니케이션 해야 하는지에 대한 방법 및 새로운 소비자를 위한 계획에 관한 5가지 주요 전략 아시아태평양 지역의 은행 및 금융 기관들의 현 업계 동향 [mktoform cta_header="백서 읽어보기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000mZhwAAE"] White Paper [this_page_title] [cutoff co_thick="2px"]인공지능(AI)는 세계 경제에 15.7조 달러를 기여할 것으로 예상됩니다.디지털화를 통해 고객 경험을 향상시키고자 하는 노력은 최근 몇 년 동안 많은 기업에서 핵심 과제였으며, 이는 은행, 금융 서비스, 보험(BFSI) 업계에서는 특히 더 중요하게 여겨지고 있습니다.아시아의 은행 및 금융 기관들은 인공지능(AI) 기술을 발빠르게 도입하고 있으며, 특히 챗봇과 같은 고객 지원 애플리케이션을 선보이고 있습니다.본 백서를 읽어보시고 다음의 내용에 대해 자세히 알아보세요: BFSI부문의 AI활용에 대한 최신 업계 동향 AI도입이 가져다 주는 주요 이점 AI기술을 적용할 수 있는 분야 [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mbNgAAI"] Forrester Industry Spotlight: 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 금융/보험 산업에 대하여 [cutoff co_thick="2px"]혁신적인 고객 경험(CX) 전략을 채택하는 것은 글로벌 금융/보험(BFSI) 회사에게 어려울 수 있습니다. 오늘 날 디지털 트랜스포메이션과 고객 경험은 비즈니스의 운영 방식을 변화시키고 있습니다. 금융/보험(BFSI) 회사들은 디지털 세계에서 경쟁력을 유지하기 위해 고객 중심의 간단하고 개인 맞춤화된 경험을 제공해야 합니다. 이 설문 조사에서는*, 아시아 태평양 지역의 BFSI 업계 응답자 130명이 오늘 날의 고객 기대치를 충족시키기 위해 고객 경험 기술, 마케팅, 그리고 지속적인 서비스 품질 개선에 대한 의견을 공유하였습니다. 이 연구 보고서를 읽어보시고, 아래의 내용에 대해 자세히 알아보시기 바랍니다: 고객 인게이지먼트 기술 투자에 우선순위 고객 경험 성공을 방해하는 요소 고객 인게이지먼트 역량을 넓히기 위한 파트너 인게이지먼트 *Genesys를 대신하여 Forrester Consulting이 2018년 7월 수행한 사고 리더십 스포트라이트, 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 금융/보험 산업에 대하여 [mktoform cta_header="금융/보험 스포트라이트" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000mcUs"] Forrester 총 경제 효과 핵심 요약 구형 클라우드 플랫폼에서 이전을 계획 중인 조직을 위한 클라우드 기반 옴니채널 컨택 센터 솔루션의 비용 절감 효과 및 혜택 [cutoff co_thick="2px"]현대식 클라우드 기반 컨택 센터 플랫폼은 민첩하고 유연하기 때문에 번거로운 과정 없이 기업의 성장과 변화에 맞춰 확장이 가능하도록 설계되었습니다. 의뢰로 진행된 Forrester 총 경제 효과 조사의 요약 보고서에서 현대식 플랫폼이 기업에 어떻게 기여하는지 다음과 같은 항목을 통해 확인해 볼 수 있습니다. 운영 비용 절감 직원 생산성 및 유지율 향상 플랫폼 다운타임 감소 수입 증가 과거에 얽매이지 마십시오. 용량이 제한되어 있던 클라우드 플랫폼을 업데이트하면 비즈니스를 한 단계 성장시키는 데 어떻게 도움이 되는지 알아보십시오. 핵심 요약 보고서를 다운로드하십시오.[mktoform cta_header="FORRESTER 핵심 요약 보고서 받기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPLcQAO"] Forrester 총 경제 효과 요약 신규 도입 및 소규모 기업을 위한 클라우드 기반 컨택 센터 솔루션의 비용 절감 효과 및 혜택 [cutoff co_thick="2px"]클라우드 기반 플랫폼의 핵심은 융통성 있게 조정이 가능하며 모든 비즈니스 규모에 맞춰 확장이 쉽다는 것입니다. 커뮤니케이션 역량을 향상시키고자 하는 소규모 또는 신생 기업에서 회사와 함께 성장할 플랫폼을 찾고 있다면 클라우드 기반 솔루션을 선택해 보십시오. 의뢰로 진행된 Genesys PureCloud에 대한 Forrester 총 경제 효과 조사를 요약한 이 요약 보고서에서 다음 항목들을 기반으로 클라우드 기반 컨택 센터 플랫폼 선택 시 얻을 수 있는 혜택에 대한 통찰력을 얻을 수 있습니다. 노후된 솔루션 또는 확장성 부족으로 인한 비용 발생 억제 상담사 생산성 향상 직원 유지율 개선 및 이직으로 인한 비용 감소 플랫폼 다운타임 감소 수입 증가 제대로 끼운 첫 단추가 결국 성공으로 이어지는 과정을 알아보십시오. Forrester 핵심 요약 보고서를 다운로드하면 PureCloud 플랫폼 구현 시 발생하는 이익을 확인할 수 있습니다.[mktoform cta_header="FORRESTER 핵심 요약 보고서 받기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPLhQAO"] Forrester 총 경제 효과 핵심 요약 온 프레미스 플랫폼에서 전환을 계획 중인 조직을 위한 클라우드 기반 옴니채널 컨택 센터 솔루션의 비용 절감 효과 및 혜택 [cutoff co_thick="2px"]노후된 온 프레미스 컨택 센터 플랫폼으로 비즈니스를 운영하기란 결코 쉬운 일이 아닙니다. 클라우드 기반 옴니채널 컨택 센터 솔루션으로 전환하면 비용 효율적으로 기업의 성장과 기술의 진화 그리고 고객의 취향 변화에 뒤처짐 없이 서비스를 제공할 수 있습니다. 의뢰로 진행된 Forrester 총 경제 효과(Total Economic Impact) 조사의 요약 보고서를 통해 구식 온 프레미스 컨택 센터를 클라우드 기반 솔루션으로 전환할 때 얻을 수 있는 효과를 확인해 보십시오. 기업의 비용 절감 직원 생산성 및 유지율 향상 플랫폼 다운타임 감소 수입 증가 노후화된 컨택 센터 소프트웨어로 인해 비즈니스가 실패하도록 방치하지 마십시오. 이 Forrester의 핵심 요약 보고서를 다운로드하면 PureCloud 플랫폼이 제공하는 다양한 혜택을 확인할 수 있습니다.[mktoform cta_header="FORRESTER 핵심 요약 보고서 받기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPLrQAO"] Forrester Industry Spotlight: 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 헬스케어 산업에 대하여 [cutoff co_thick="2px"]오늘 날 많은 헬스케어 회사들은 비즈니스를 위한 수단으로 기술을 도입하고 있습니다. 그러나 오직 소수의 헬스케어 기업만이 기술 및 환자에 대한 통찰력을 실제로 활용하여 고객 인게이지먼트 및 고객 충성도를 높이는 풍부한 경험을 제공할 수 있습니다. 본 연구에서는*, 아시아 태평양 지역의 헬스케어(제약 업계 포함) 업계의 104명을 대상으로 설문조사를 실시했습니다. 설문조사의 결과는 고객 경험 관리 기술 솔루션을 도입한 헬스케어 회사가 어떻게 조직의 모든 접점에서 환자의 경험에 긍정적인 영향을 미칠 수 있는지를 보여주었습니다. 또한 고객 경험 중심의 헬스케어 조직은 경험, 브랜드 및 마케팅 간의 완벽한 조화를 보여줍니다. 본 연구 보고서를 확인하시고, 아래 내용에 대해 자세히 알아보세요: 명확한 고객 경험 전략의 중요성 한 차원 높은 고객 서비스 제공 방법 고객 인게이지먼트 관련 기술 투자 우선순의 설정 *Genesys를 대신하여 Forrester Consulting이 2018년 7월 수행한 사고 리더십 스포트라이트, 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 헬스케어 산업에 대하여 [mktoform cta_header="헬스케어 스포트라이트" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000mcUn"] Forrester Industry Spotlight: 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 리테일 및 전자상거래(eCommerce) 산업에 대하여 [cutoff co_thick="2px"]리테일 및 전자상거래(eCommerce) 업계는 구매자의 여정과 구매 경로를 파악하여 모든 채널과 접점에서 수월한 고객 경험을 제공하는 데 주력하고 있습니다. 이를 성공한 기업들은 비즈니스 목표를 달성하고 성공을 마주할 뿐 아니라 업계의 리더로서 간주됩니다. 본 연구*에서는 리테일 업계에서 모든 터치포인트의 시장점유율을 유지하고 확보하기 위한 고객 경험 트랜스포메이션의 중요성을 강조합니다. 본 연구 보고서를 읽어보시고 다음의 내용에 대해 더 자세히 확인해보세요! 고객 경험과 브랜드 연계 오늘 날의 산업이 직면한 도전과제와 이를 극복하는 방법 고객을 중심으로 한 기술 소싱 결정 *Genesys를 대신하여 Forrester Consulting이 2018년 7월 수행한 사고 리더십 스포트라이트, 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 리테일 및 전자상거래(eCommerce) 산업에 대하여 [mktoform cta_header="리테일 스포트라이트" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000mcUi"] Forrester Study: 현대적 기술을 활용한 마케팅 및 CX 컨버전스 [cutoff co_thick="2px"]고객 중심 문화는 모든 기업의 성공 열쇠입니다. 끊임없는 기술의 발전과 디지털 채널의 확산 속에서 계속해서 진화하는 오늘 날의 고객을 만족시키기 위해서 기업들은 그 고객이 가치를 두는 것이 무엇인지, 고객과의 인터랙션 방법, 시기 및 이유에 대해 그 어느 때보다도 집중하고 있습니다. 81%의 기업은 CX를 비즈니스에서 중요한 우선 순위로 간주하고 있으며, 많은 기업들이 끊김없이 수월하게 디지털과 피지컬을 넘나 드는 경험을 제공하기 위해 CX 트랜스포메이션을 고려하고 있습니다. 본 연구는 아시아 태평양 지역의 9개 국가/지역 에서 마케팅, 고객 서비스, 고객 경험 팀 전체의 549명의 고위 의사 결정권자를 대상으로 한 온라인 설문 조사의 주요 결과를 집중 조명합니다. Forrester Consulting이 위임하여 실시한 본 연구에 대한 내용을 읽어보시고 다음의 주요 내용에 대해 알아보세요! 전략적 우선 순위로서의 고객 경험 CX와 마케팅 간의 융합 훌륭한 고객 경험을 제공하기 위한 CX 생태계의 혁신 CX 개선의 장애 요소 기술을 활용한 CX 목표 달성 [mktoform cta_header="보고서 읽어보기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000mcUd"] Genesys 고객 경험 현황 조사 기업과 소비자와의 격차 해소 [cutoff co_thick="2px"] Genesys 고객 경험 현황 조사 보고서는 고객 경험과 관련하여 기업 비즈니스와 소비자에 대한 조사 결과를 기반으로 작성되었습니다. 1차적인 글로벌 설문 조사는 독립적인 리서치 기관이 Genesys를 대신하여 실시하였으며, 북미, 유럽, 라틴아메리카, 아시아 태평양에 걸친 1,900명의 소비자와 1,300명의 비즈니스 사용자의 응답 내용을 포함하고 있습니다. 비즈니스 응답자들은 IT, 고객 관리 및 마케팅 부서의 임원들이 참여하였습니다. 지금 보고서를 다운로드 하시어 다음에 대한 가치있는 인사이트를 얻으십시오: 소비자가 기업과 인터랙션할 때 가장 가치를 두는 것은 무엇인가 훌륭한 고객 경험이 얼마나 소비자들로 하여금 기업과 더 많은 것을 나누게 하는가 고객 여정에 있어서 나타나는 일반적인 장애물과 위험요소 [mktoform cta_header="지금 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000000mZ7r"] 옴니채널 쇼핑 경험을 향상시키기 위한 3단계 [cutoff co_thick="2px"]스마트폰을 사용한 쇼핑이 증가함에 따라 대부분의 소매업체들은 모바일 우선 전략을 채택하는 것을 첫번째 우선순위로 꼽고 있습니다. 동시에 디지털, 오프라인 매장, 그리고 컨택 센터에 제공하는 채널의 수를 늘리고 ‘피지털(phygital)’이라고 불리는 하이브리드 모델을 채택하기도 합니다. 그러나, 이로 인해 구매자는 한 번의 구매 여정에서도 여러 채널을 더 많이 사용하게 되었습니다. 상품 검색, 비교, 구매, A/S 지원 문의 등 여정의 단계에 상관 없이 소비자는 여러 채널을 넘나들며 끊김 없고 일관성 있는 경험을 기대합니다. 그렇다면 이러한 옴니채널 쇼핑 환경에서 고객 만족도를 높이고 매출을 향상시키기 위해 끊김 없고 개인 맞춤화된 고객 경험을 지속적으로 제공할 수 있는 방법은 무엇일까요? 지금 바로 eBook을 다운로드하시어 아래의 내용에 대해 확인해보시기 바랍니다. 디지털, 전화, 대면 채널 등 다양한 채널에 걸쳐 고객의 여정을 효과적으로 관리하는 방법 선제적으로 고객에게 인게이지를 유도함으로써 고객의 수고를 줄이고 효율 향상 옴니채널 환경에서 고객 경험을 지속적으로 관리함으로써 매출 증대 [mktoform cta_header="지금 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000001G8lW"] 클라우드 컨택 센터 선택 시 고려해야 할 3가지 요소 [cutoff co_thick="2px"]클라우드 컨택 센터는 온-프레미스 컨택 센터 인프라와 비교할 때 성능, 확장성, 보안 측면에서 많은 장점을 제공합니다. 이러한 장점을 극대화 하려면 클라우드를 활용하여 귀사의 비즈니스의 특정 요구사항을 충족시킬 수 있는 방법을 결정하는 것이 중요합니다. 본 백서를 통해 클라우드 컨택 센터 선택 시 고려 사항에 대한 Ventana Research 고객 및 컨택 센터 연구소 부사장이자 연구 책임자인 Richard Snow와 Genesys Cloud의 Product Management 이사인 Jack Nichols의 해답 및 풍부한 인사이트를 얻으시고 베스트 프렉티스를 확인해 보시기 바랍니다. 퍼블릭 클라우드와 프라이빗 클라우드 컨택 센터 모델의 장 단점 결합형 인프라의 베스트 프렉티스 단일 테넌트와 멀티 테넌트 아키텍처의 차이점 업체의 클라우드 솔루션이 조직의 요구사항을 충족하는지 확인하는 방법 [mktoform cta_header="지금 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000001G8dS"] 중견/중소기업의 기술 활용 및 미래를 대비하기 위한 6가지 팁 [cutoff co_thick="2px"]중견/중소기업은 기술의 발전에 빨리 적응하고 성장할 수 있다는 이점을 가지고 있습니다. 새로운 혁신이 오늘 날 비즈니스의 면면을 계속 변화시킴에 따라 중견/중소기업은 그들만의 민첩성으로 인해 대기업보다 최신의 도구를 더욱 빠르게 활용할 수 있습니다. 이는 현재와 미래의 성공을 보장하는 핵심이 될 수 있습니다. 본 Tip Sheet를 다운로드하시어 다음의 내용에 대해 확인해 보시기 바랍니다. 중견/중소기업을 시장에서 차별화 하는 방법 중견/중소기업만의 강점을 더욱 발휘하는 방법 변화를 수용하고 강점으로 활용하는 방법 [mktoform cta_header="지금 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000001G8lR"] 정교하게 설계된 여정으로 고객 경험 최적화 [cutoff co_thick="2px"]디지털 채널 및 터치포인트가 빠르게 증가함에 따라, 고객 여정은 점점 단절되고 있으며, 이해하기 어려워지고 있습니다. 고객 경험에서 인정 받고 있는 기업들은 고객 여정을 평가하고 최적화하기 위해 반복적이며 체계적인 방식을 취하고 있습니다. 그리고 이는 여정의 지도를 작성하는 데에서 시작합니다. 지금 바로 본 executive brief 를 통해 아래의 내용에 대해 확인해 보시기 바랍니다. 무작위 인터랙션을 넘어 데이터 기반 고객 여정으로 전환하는 것이 중요한 이유 가장 중요한 여정 식별 방법 성공적인 고객 여정을 지원하기 위해 컨택 센터 시스템, 프로세스 그리고 채널을 끊김 없이 통합하는 방법 [mktoform cta_header="지금 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000001G8lM"] 고객 여정의 분석 및 설계 [cutoff co_thick="2px"]고객의 요구를 예측할 수 있다면 고객의 불편을 줄이고 고객 만족도를 높일 수 있으며, 고객 경험을 향상시켜 더 나은 비즈니스 결과를 도출할 수 있습니다. Genesys Altocloud는 머신 러닝을 기반으로 한 실시간 분석을 사용하여 고객 경험에 대한 실시간 인사이트를 제공합니다. 고객 행동을 예측하고, 여정을 개인화한 후 피드백 기능을 통해 지속적으로 분석하여 원하는 비즈니스 성과를 달성할 수 있습니다. 지금 백서를 읽어보시고 다음의 내용과 같이 고객 여정 분석을 효과적으로 활용하는 방법에 대해 확인해보세요: 고객 여정을 최적화하는 응답 자동화 고객이 기업에 연락하기 이전에 미리 고객을 파악하여 상담 지원 예측 분석 및 머신 러닝을 사용하여 비즈니스 성과 향상 [mktoform cta_header="지금 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010d000001G8IV"] 고객 서비스 트렌드: 운영을 더 빠르고, 더 저렴하게, 그러나 더 인간적으로 만드는 방법 [cutoff co_thick="2px"]편의성, 효율성 그리고 공감은 훌륭한 고객 서비스를 만들어냅니다. 기업들은 지속 가능한 성장을 위해 트렌드를 주목해야 합니다. Forrester Research는 2018에 주목해야할 10가지 고객 서비스 트렌드를 제시합니다. 기업들이 서비스 품질 향상을 위한 전략을 수립하기 전에 본 Forrester 연구 보고서를 읽어보십시오. 본 보고서를 통해 어떤 분야에 투자를 해야하는 지, 그에 대한 혜택은 무엇인 지 확인하실 수 있습니다 최고의 고객 경험을 위해 맥락과 문의 유형에 집중 새로운 매출 흐름을 찾아내고 운영을 혁신하기 위해 자동화 및 AI 활용 디지털 세상에서 인간적인 관계를 극대화하기 위해 새로운 인력운영 모델 탐구 [mktoform cta_header="보고서 확인하기" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001Sash"] 레거시 인프라를 보유한 대형 컨택 센터가 나아가야 할 방향 Genesys를 통해 위험 및 중단을 최소화하십시오 [cutoff co_thick="2px"]오늘 날 시간에 쫒기는 고객들은 계속해서 늘어나는 커뮤니케이션 채널들에 걸쳐 개인화되고 수월한 인터랙션을 원합니다. 하지만 옴니채널 고객 인게이지먼트를 지원하도록 설계되지 않은 레거시 컨택센터 솔루션은 이러한 오늘 날의 고객의 요구를 처리하는데 많은 문제를 가지고 있습니다. 이는 서비스 품질에 영향을 미치는 일상의 작은 문제들부터 매우 많은 시간과 비용이 소요되는 업그레이드에 이르기까지, 노후화되고 음성 중심의 컨택센터는 귀사의 비즈니스가 위험에 처하게 할 수 있습니다. 안정적이고 검증된 개방형 고객 경험 플랫폼으로 전환하는 것은 현재 뿐만 아니라 미래의 고객의 요구를 충족시키면서 이러한 문제점들을 극복할 수 있도록 돕습니다. 변화의 위험을 최소화하고 비용을 관리할 수 있도록 전환의 속도 및 단계를 선택할 수 있습니다. 지금 백서를 읽어보시고 다음의 내용을 확인해보세요: 귀사의 레거시 컨택센터 인프라의 의존도를 줄여 변화의 위험을 최소화할 수 있는 단계별 전환 방법 Genesys 고객들이 사용하고 있는 배포 옵션 및 마이그레이션 전략 기존 레거시 인프라에 시장을 선도하는 Genesys 고객 경험 플랫폼 및 솔루션을 추가하였을 때 얻을 수 있는 혜택 [mktoform cta_header="지금 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SbWm"] 옴니채널 셀프 서비스로 가는 7단계 [cutoff co_thick="2px"]자동화는 옴니채널 셀프서비스를 가능하게 하는 중요한 역할을 합니다. 하지만 챗봇 만으로는 모든 상황들을 이해하거나, 훌륭한 고객 경험을 제공하기 위한 모든 작업들을 제공하기에는 역부족입니다. AI와 자동화를 결합하면 챗봇과 실시간 인간 상담사 간의 원활한 전환이 가능해지고, 고객에게 훨씬 더 나은 고객 경험을 제공할 수 있게 됩니다. 어디서부터 시작해야 할 지 고민이시라면, 지금 바로 본 백서를 다운로드 하시어 아래와 같이 비용 효율적으로 고객의 기대를 충족시키기 위한 7가지 단계에 대해 알아보시기 바랍니다. 개인 맞춤화된 서비스를 각각의 페르소나에 제공하여 셀프 서비스를 두 배로 늘림 현업 사용자가 IVR시나리오를 쉽고 빠르게 변경할 수 있도록 권한 부여 셀프서비스 채널을 활용하여 신제품에 대한 정보를 빠르게 얻을 수 있도록 지원 본 백서를 다운로드하시어 Genesys Cloud가 제공하는 여러가지 강력한 기능에 대해 자세히 알아보시기 바랍니다.[mktoform cta_header="백서 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SYzO"] Genesys Cloud 를 통해 고객 관계를 쉽게 관리하는 방법 [cutoff co_thick="2px"]고객 관계는 복잡해보이지만, 사실 단순해야 합니다. 귀사의 비즈니스와 고객들, 그리고 직원들을 서로 연결하기 위해서는 단순하고도 미래에 대비하는 방법이 필요합니다. 현재 많은 기업에서 수많은 채널과 도구들을 관리하고 있지만, 여전히 끊김 없는 커뮤니케이션을 위한 통찰력을 얻지는 못하고 있는 기업들이 많습니다. 이러한 통찰력을 갖추고 고객 경험을 제공하는 것은 복잡하고, 비용과 시간이 많이 드는 일로 생각될 수 있습니다. Genesys Cloud는 고객 관계를 단순하게 만듭니다. 전화, 이메일, 채팅, 소셜 미디어를 하나의 선명한 그림으로 연결하는 가장 진보된 올인원 클라우드 플랫폼을 사용하면 아래와 같이 원하는 결과를 손쉽게 얻으실 수 있습니다. 직원, 고객, 그리고 모든 채널들과 미션 크리티컬한 도구들을 하나의 플랫폼으로 연결 탁월한 고객 경험을 제공하기 위해 필요한 권한을 부여하여 직원 만족도 향상 기업의 성장을 견인하는 고객 관계 강화 Genesys Cloud에 대해 자세히 알아보고자 하신다면, 본 10분 데모 동영상을 확인하시기 바랍니다.[mktoform cta_header="데모 동영상 보기" cta_button="지금 확인해보세요!" ar_status="dynamic" cid_id="7010B000001SVgK"] 휴먼 터치가 결합된 인공 지능 고객과 상담사 모두의 만족도 향상을 위해 인간 상담사와 결합된 블렌디드 AI [cutoff co_thick="2px"]인공지능(AI)이 휴먼 터치를 완벽하게 제공할 수는 없지만, 간단하고 반복적인 많은 요청을 처리하여 상담사의 업무 부담을 덜어줍니다. 본 Forrester Consulting 보고서에서는 AI와 인간 상담사 모두에서 나타나는 강점과 약점에 대해 개별적으로 살펴보고 AI와 인간 상담사를 어떻게 결합하여 고객이 기대하는 끊김 없는 엔드-투-엔드 경험을 제공할 수 있을지에 대해 설명합니다. 또한 전 세계의 기업들이 어떻게 AI를 사용하여 고객 서비스를 개선하고 새로운 매출 흐름을 찾아냈는지, 그리고 당면한 과제들을 어떻게 극복하였는지에 대해 알아보고 인간 상담사가 결합된 블렌디드 솔루션이 적합한지에 대해 확인하실 수 있습니다. AI를 사용하여 상담사 생산성, 상담사 만족도, 그리고 고객 만족도를 향상시키는 세 가지 주요 권장 사항에 대해 지금 본 보고서를 다운로드하시어 확인해 보시기 바랍니다. [mktoform cta_header="보고서 확인" cta_button="지금 다운로드하기" ar_status="dynamic" cid_id="7010B000001STe7"] Genesys, Ovum 의사결정 매트릭스에서 리더로 선정 : 멀티채널 클라우드 컨택센터 솔루션, 2017-18 제대로 된 멀티채널 클라우드 컨택센터 솔루션 선택을 위한 명확한 가이드 제시 [cutoff co_thick="2px"]클라우드 컨택센터 시장이 빠르게 변화함에 다양한 선택지가 생겨난 가운데 기업의 비즈니스에 맞는 솔루션을 선택하는 일은 쉬운 일이 아닙니다. Ovum 의사결정 매트릭스: 멀티채널 클라우드 컨택센터 솔루션, 2017-18 보고서를 통해 선도적인 컨택센터 솔루션 벤더들이 제공하는 클라우드 환경에서의 완벽한 보이스 콜 라우팅 및 멀티채널 고객 서비스 역량을 바로 비교해보십시오. 전 세계 모든 산업군, 모든 규모의 기업들을 위한 솔루션을 제공하는 Genesys가 리더로 선정된 이유를 확인하실 수 있습니다. Ovum 의사결정 매트릭스를 통해 다음에 대해 알아보세요: 기술 플랫폼의 강점을 바탕으로 클라우드 컨택센터 솔루션 비교 벤더들의 멀티채널 고객 인터랙션 처리 및 분석을 통한 기업과 고객 데이터의 연계 능력을 비교 각 벤더의 시장 영향력 및 Genesys가 리더로 선정된 이유 확인 [mktoform cta_header="Ovum 의사결정 매트릭스 다운로드" cta_button="지금 다운로드!" ar_status="dynamic" cid_id="7010B000001SN8H"] 고객 여정 매핑: 탁월한 고객 경험을 제공하기 위한 고객 중심 접근 방법 [cutoff co_thick="2px"]고객은 제품 구매, 온보딩 또는 지원 요청 등 다양한 이유로 기업에 연락을 취합니다. 웹사이트, 콜센터, 모바일 디바이스, 소셜미디어 등 다양한 채널을 통해 들어오는 이러한 문의들은 모두 각각을 여정이라고 부를 수 있습니다. 고객 여정 관리는 귀사의 가장 중요한 고객의 여정을 위해 고객 경험(CX)을 개선하도록 고객 중심의 접근 방법으로 설계된 옴니채널 고객 인게이지먼트 기법입니다. 본 eBook을 다운로드하시어 아래의 내용에 대해 자세히 알아보시기 바랍니다. 적은 노력으로 선제적이고 개인 맞춤화된 고객 여정 설계 여정 지도를 통해 고객 경험 향상 시각화된 방법을 통해 탁월한 고객 경험 제공 [mktoform cta_header="> eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SVen"] MIT Technology Review 상징적(Iconic) 기업이 되는 길 세계적인 브랜드를 자랑하는 기업들이 최고의 고객 경험을 위해 사람과 기술의 균형을 이루는 방법 [cutoff co_thick="2px"]높은 수준의 고객 경험과 브랜드 가치를 유지하고자 하는 글로벌 기업에서는 포괄적이고 다양한 고객 경험 기술을 성공적으로 구현하고 관리하는 것이 필수적입니다. 하지만, 글로벌 고객 경험을 선도하는 리더를 구분 짓는 열쇠는 효율성 개선을 위해 기술 솔루션을 계속 도입하려는 본능을 어떻게 조절할 수 있는가에 달려있습니다. 새로운 기술은 반드시 인적 자원에 대한 적절한 투자와 균형을 이루어야 합니다. 이는 기업들이 고객 경험 프로세스 및 툴을 구성하기까지의 과정과, 각종 문제들을 해결하고 고객 인게이지먼트를 지속적으로 개선하기 위해 채택한 전략들을 조사하기 위해 MIT 테크놀로지 리뷰에서 전 세계 550여 명의 고위 간부를 대상으로 진행한 설문을 통해 얻은 결론입니다. 지금 보고서를 읽어보시고 다음의 자세한 내용에 대해 알아보세요: 상징적 입지의 기업들은 일반 기업들과 비교하여 어떤 차별화 전략을 가지는가 고객 기대와 고객 경험 성숙도 측면에서 지역적으로 어떤 전략의 차이가 있는가 미래 혁신 관리와 기술 도입 인력과 기술을 활용하여 어떻게 상징적 입지를 유지하는 가 [mktoform cta_header="지금 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SGDW"] 초연결 시대의 고객 경험을 위한 다섯 가지 핵심 요건 [cutoff co_thick="2px"]고객은 현재 고객 서비스가 그들이 원하는 대로 연결될 것으로 기대합니다. 끊김 없고 수월한 옴니채널 고객 경험을 제공하지 못하거나 모바일, 소셜미디어 등의 디지털 채널을 손쉽게 추가할 수 없다면 경쟁에서 도태 될 위험이 있습니다. 일부 회사들은 구식 기술로 옴니채널을 제공하려고 합니다. 그러나 이 eBook을 읽으신다면 그렇게 할 필요가 없다는 사실을 알게 되실 것입니다. 지금 eBook을 읽어보시고 아래의 사항에 대해 확인해 보시기 바랍니다: 노후화된 인프라에 더 많은 채널을 강제로 추가하는 것이 올바른 접근 방법이 아닌 이유 미래에 대비한 고객 경험을 창출하는 방법 통합된 접근법을 통해 지표를 향상시키고 운용 비용을 절감하는 방법 [mktoform cta_header="> eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SVVM"] Genesys Cloud로 컨택 센터 상담사 경험 및 성과 향상 [cutoff co_thick="2px"]직관적인 인터페이스로 사용하기 간편한 클라우드 컨택 센터 솔루션인 Genesys Cloud는 상담사 경험을 향상시켜 보다 나은 고객 경험을 쉽게 제공하도록 돕습니다. Genesys Cloud를 통해 상담사는 음성, 이메일, 채팅, 소셜 미디어와 같은 여러 채널에서의 인터랙션을 하나의 옴니채널 데스크탑에서 관리할 수 있으며, CRM을 통합해 상담에 필요한 고객 정보에 쉽게 엑세스 할 수 있습니다. Genesys Cloud가 어떻게 작동하는지 본 데모 동영상을 통해 자세히 확인하실 수 있습니다.[mktoform cta_header="데모 동영상 보기" cta_button="지금 확인해보세요!" ar_status="dynamic" cid_id="7010B000001SS1T"] Genesys Cloud로 컨택 센터 관리자 경험 향상 [cutoff co_thick="2px"]Genesys Cloud는 실시간으로 고객의 인터랙션 및 상담사의 성과에 대한 대시보드를 제공함으로써 컨택 센터 관리자가 데이터를 가지고 보다 나은 의사 결정을 내릴 수 있도록 관리자 경험을 향상시키도록 돕습니다. 실시간 상담사 통계 제공 이력 정보를 활용한 예측 가능 상담사 일정 준수 현황 실시간 확인 및 스케줄링 KPI 및 상담사 성과 분석 Genesys Cloud가 어떻게 작동하는지 본 데모 동영상을 통해 자세히 확인하실 수 있습니다.[mktoform cta_header="데모 동영상 보기" cta_button="지금 확인해보세요!" ar_status="dynamic" cid_id="7010B000001SS1O"] 고객 경험을 위한 블렌디드 AI [cutoff co_thick="2px"]봇과 자동화 기술에 휴먼 터치의 힘을 더하다 간단한 요청을 처리하고 자동화된 대화를 구현하는 인공지능(AI)의 속도는 굉장히 놀랍습니다. 그러나 AI 솔루션만으로 최고의 고객 경험을 제공하기는 충분하지 않습니다. 고객들은 때로는 실시간 상담사만이 제공할 수 있는 휴먼 터치를 필요로 합니다. 휴먼 터치의 힘이 결합된 Genesys의 고객 경험 AI Kate는 고객 경험을 개선하고 직원의 역량을 강화하며 비용을 획기적으로 절감시켜줍니다. 이러한 인공지능 기술과 인간 상담사와의 끊김 없는 연결을 제공하는 Genesys의 "Blended AI"는 최고의 결과를 얻기 위해 전체 고객 여정을 강조합니다. 지금 바로 eBook을 다운로드하시고 Kate와 Blended AI가 제공하는 다음의 기능에 대해 알아보세요: 셀프서비스 개인화 고객과의 대화 연결 한 단계 더 스마트해진 상담사 경험 구현 마이크로앱을 통해 시작은 간단하지만 빠르게 배포 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SS1Y"] 컨택 센터 경제학과 클라우드 [cutoff co_thick="2px"]귀사의 컨택 센터에 적합한 배포 모델을 찾고 계신다면, 클라우드 경제학 가이드라인이 귀사에 가장 적합한 솔루션을 선택하는 데 도움을 드릴 수 있습니다. 몇 년 전까지만 해도, 컨택 센터를 비롯하여 중요한 기업용 시스템을 클라우드로 이전하는 것이 타당한지 여부를 확신하지 못하는 기업이 많았습니다. 그러나 이후로 클라우드의 비용이 낮아지고 호스팅 플랫폼의 보안성과 유연성, 규정 준수 기능은 그만큼 향상됨에 따라 기업의 규모, 지리적 위치 또는 기술적 역량과 관계없이 점점 더 많은 기업이 클라우드 도입의 실행 가능성과 총 소유 비용(TCO)에 관심을 가지게 되었습니다. 본 eBoook에서는 다양한 기준이 클라우드와 온-프레미스 시스템 간의 선택에 어떠한 영향을 미치는지에 대하여 알아봅니다. 컨택 센터의 규모 및 고객 여정 관리와 같은 비즈니스 요구 사항 운영 중인 컨택 센터의 지리적 위치 및 사이트의 수 확장성, 배포 속도 및 유지 보수 요구 사항의 필요성 지금 바로 eBook을 읽어보세요! [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPeF"] 왜 PureCloud여야 하는가? [cutoff co_thick="2px"]Genesys PureCloud는 통합형 올인원 고객 인게이지먼트 및 직원 협업 솔루션으로, 직관적이고 사용이 편리하며 신속한 배포가 가능합니다. PureCloud는 일관성 있고 원활한 맞춤형 차세대 고객 경험을 제공하도록 설계되었습니다. 수상경력에 빛나는 PureCloud는 강력한 클라우드 컨택 센터 플랫폼으로 다음과 같이 비즈니스를 돕습니다: 단 하나의 플랫폼으로 고객과 소통, 관계 관리 및 동향 파악 직원들에게 가치있는 실시간 정보를 제공 경쟁 우위 확보 본 백서를 다운로드하시어 PureCloud가 제공하는 여러가지 강력한 기능에 대해 자세히 알아보시기 바랍니다. [mktoform cta_header="백서 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPeA"] 클라우드 컨택 센터로 고객 인게이지먼트 최적화 [cutoff co_thick="2px"]클라우드는 더 나은 고객 경험을 제공할 수 있는 힘을 부여합니다. 적절한 서비스 제공업체 - 비즈니스 연속성을 보장하고, 비즈니스 민첩성을 극대화하고, 최대한의 데이터 보안 및 규정 준수를 제공하는 업체를 선택하는 일은 성공적인 클라우드 전환을 위한 핵심입니다. Genesys는 다음의 항목을 평가하는 것을 도와드립니다: 엔터프라이즈 애플리케이션을 클라우드에서 호스팅하는 경우 비즈니스 연속성을 어떻게 보장합니까? 클라우드 기반 모델을 통해 비용 절감을 얼마나 실현할 수 있습니까? 요구 사항의 변화에 따라 기업의 유연성과 비즈니스 민첩성을 극대화하려면 어떻게 해야합니까? 보안 및 규정 준수를 어떻게 관리합니까? 지금 본 eBook을 다운로드하시어 클라우드 컨택센터를 통해 기능과 새로운 효율을 더하고, 고객 경험의 질을 높이며 고객 충성을 확보하는 방법에 대해 알아보세요! [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPe5"] 클라우드 컨택 센터 전환을 위한 10가지 고려 사항 [cutoff co_thick="2px"]클라우드 플랫폼의 발달은 미션 크리티컬한 시스템을 클라우드로 이전하여 민첩성, 규모 및 비용상의 이점을 얻을 수 있다는 믿음을 가져왔습니다. 기업에서 이러한 이점을 달성하려면 어떻게 해야 할까요? 컨택 센터를 클라우드로 이전하는 여정을 시작하려면 어떤 단계가 필요할까요? 제대로 선택한 컨택 센터 파트너는 성공적인 고객 여정을 보장합니다. 클라우드로의 전환을 도와 줄 최적의 컨택 센터 파트너를 찾는 방법을 알고 계십니까? 본 eBook에서는 파트너를 선택하고 클라우드 기반의 컨택 센터로 이전하기 위한 10가지 주요 고려 사항을 살펴봅니다. 지금 ebook을 확인하시어 비즈니스 요구사항, 잠재적 파트너의 역량, 문화적 적합성을 제대로 파악하여 장기적인 비즈니스 목표를 실현하는 방법에 대해 확인해보시기 바랍니다. [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPeK"] 소규모 컨택 센터의 클라우드에 관한 진실 [cutoff co_thick="2px"]클라우드가 기업의 고객 경험, 운영, 그리고 순익을 획기적으로 향상시킬 수 있다면 어떨까요? 기업이 컨택 센터에 클라우드를 활용하는 데는 그럴만한 이유가 있습니다. 본 eBook에서는 두 종류의 소규모 컨택 센터에 대해 중점적으로 이야기합니다. 하나는 소기업, 그리고 나머지 하나의 그룹은 대기업 산하의 소규모 컨택 센터입니다. 클라우드로 고객 커뮤니케이션 플랫폼을 구축하는데 도움이 되는 리서치 자료를 통해 핵심 인사이트를 얻으십시오. 제대로 된 솔루션을 선택한 기업은 경제적인 비용으로 엔터프라이즈급 기능을 활용할 수 있으며, 최소 3개월 만에 투자 이익을 실현할 수 있습니다. 본 eBook을 다운로드하시어 아래의 내용에 대해 확인해보시기 바랍니다: 다양한 유형의 소규모 컨택 센터 그룹에서 ROI 및 가치 실현을 측정하는 방법 클라우드 벤더 선정 시 고려해야 할 요소 클라우드에 대한 3가지 일반적인 속설 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPdv"] 초연결 시대의 고객 인게이지먼트 [cutoff co_thick="2px"]귀사의 고객들은 모두 초연결 시대에 살고 있습니다. 새로운 고객을 발굴하고 기존 고객과의 관계를 유지하려면 시간과 노력이 필요합니다. 고객이 귀사와 컨택할 준비가 되어 있다면, 고객이 있는 곳에서 고객을 맞이할 준비가 되어 있으십니까? 세상이 점점 디지털화 되어 감에 따라 음성 전화, 문자, 온라인 채팅 또는 소셜 미디어를 통해 언제 어디서나 고객과 커뮤니케이션할 준비가 되어 있어야 합니다. 지금 바로 eBook을 다운로드하시고 다음의 내용에 대해 알아보세요: 초연결 시대에 고객과 커뮤니케이션 하는 방법 고객 인게이지먼트 운영을 쉽고 효율적으로 운영 왜 지금이 올인원 클라우드 컨택 센터 솔루션을 사용해야 하는 시기인가 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPdq"] 고객 경험을 새롭게 정의하는 5가지 기술 동향 [cutoff co_thick="2px"]2017년과 그 이후의 주요 고객 인게이지먼트 동향에 대해 분석 전문가 및 업계 리더에게 질문을 한 결과, IoT 및 봇과 같은 첨단 기술에서부터 오래된 아이디어의 새로운 전환에 이르기까지 화두로 떠오르고 있는 핵심 주제들이 고객 경험을 새롭게 정의하는 5가지 기술 동향으로 요약될 수 있습니다. 지금 바로 eBook을 다운로드하시고 자세한 내용에 대해 알아보시기 바랍니다: 고객 경험에 가장 큰 영향을 줄 5가지 동향 차세대 고객 경험 제공의 밑거름이 되어 줄 패턴과 동향 파악을 위한 머신 러닝을 이용하는 방법 컨택 센터의 미래를 준비하고 변화하는 고객의 요구에 대응하는 방법 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPdl"] 모든 클라우드가 다 같은 것은 아닙니다 [cutoff co_thick="2px"] 어떤 기업에 물어보든 많은 기업들이 "클라우드를 사용하고 있다"고 대답할 것입니다. 그러나 기술 전문가라면 대부분 알다시피, 모든 클라우드가 다 같은 것은 아닙니다. 기업용으로 적합한 클라우드 서비스를 평가할 때는 어떤 기능을 살펴야 하는지, 그리고 그러한 기능이 왜 중요한지 등 진정한 클라우드 2.0 애플리케이션과 전통적인 소프트웨어의 차이를 아는 것이 중요합니다. 본 eBook을 통해 다음의 내용에 대해 알아보시기 바랍니다: 이전 세대보다 훨씬 뒤어난 수준의 신뢰성, 확장성, 유연성 및 보안성을 제공하도록 구성된 진정한 클라우드 2.0 플랫폼 마이크로서비스 아키텍처를 기반으로 구축된 플랫폼 활용의 이점 클라우드 컨택 센터 확장을 통해 귀사의 비즈니스를 한 차원 높이는 방법 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPe0"] Genesys PureCloud를 선택해야 하는 10가지 이유 [cutoff co_thick="2px"]Genesys PureCloud는 레거시 클라우드 애플리케이션을 교체해야 하거나 고객 경험 전략을 새롭게 다듬어야 하는 기업을 위해 빠른 시간 안에 원하는 결과를 실현하고 차세대 고객 경험 실현을 돕는 클라우드 컨택 센터 솔루션입니다. 본 Executive Brief에서는 다음과 같은 PureCloud의 특징에 대해 설명합니다: 채팅, 영상 및 통화를 통한 전사적 협업이 가능하도록 사일로 간 가교 역할을 하는 올인원 솔루션 마이크로서비스 아키텍처를 적용한 진정한 클라우드 2.0 솔루션으로 새로운 기능 즉시 추가 가능 기본 제공되는 베스트 프랙티스 및 다양한 배포 옵션으로 구현에서 실행까지 몇 달이 아닌 단 며칠 만에 완료 [mktoform cta_header="백서 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SPc9"] 컨택 센터 상담사 데스크탑의 문제 및 해결 방안 [cutoff co_thick="2px"]데스크탑 문제가 가진 딜레마는 풀 수 없는 수수께끼가 아닙니다. 컨택 센터 상담사가 사용하는 수십 가지 애플리케이션을 통합하면 고객 정보가 통합되어 고객 경험을 크게 향상시킬 수 있습니다. 올인원 데스크탑은 디지털 측면에서 성숙하고 고객 중심적인 조직이 되기 위한 토대이며, 특히 폭 넓은 옴니채널 인게이지먼트를 지원하고자 한다면 더욱 필수적입니다. 단일 데스크탑 솔루션은 단순히 현재를 위한 솔루션이 아니라 미래를 위한 솔루션입니다. 지금 바로 eBook을 다운로드하시고 다음의 내용에 대해 알아보세요: 통합 뷰를 통해 "이상적인" 고객 여정을 설계하는 방법 고객이 선호하는 사항과 비즈니스 목표가 일치하도록 하기 위해 직원들에게 적절한 도구를 사용할 수 있는 권한 부여 단일 올인원 데스크탑으로서 옴니채널 전략의 이점 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SOh8"] 옴니채널 라우팅을 통해 시스템 안정성과 비즈니스 민첩성 간의 균형을 이뤄 늘어나는 고객의 기대에 대응 [cutoff co_thick="2px"]Dimension Data의 2016년 글로벌 컨택 센터 벤치마킹 보고서에 따르면 평균적인 기업의 컨택 센터는 현재 아홉 개의 커뮤니케이션 채널을 지원하며 고객은 이 모든 채널 간 일관성 있는 인게이지먼트를 기대한다고 합니다. 본 백서를 통해 어떻게 대기열 기반 라우팅이 원활한 인게이지먼트를 제한하는지와 옴니 채널 라우팅이 어떤 도움을 줄 수 있는지에 대해 알아보시기 바랍니다. 대화를 연결하고 채널 간 일관성 있는 고객 경험 제공 TCO(총 소유 비용) 을 절감하면서 시스템 안정성 보장 지속적인 개선 가능 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SOrI"] 컨택센터 현대화를 위한 기본 안내서 [cutoff co_thick="2px"]컨택센터 환경이 온 프레미스 환경이든 클라우드 환경이든, 현대화된 컨택센터는 고객 경험을 향상시켜 줍니다. 현대화 프로세스는 고객이 기업과 소통할 수 있는 다양한 방법을 지원하는 데 주력합니다. 컨택센터 현대화는 경쟁 우위를 의미합니다. 셀프서비스에서 상담사 지원 인터랙션에 이르기까지 모든 인터랙션에 걸쳐 일관되고 수월하며 개인 맞춤화된 완벽한 옴니채널 경험을 제공하기 위해서는 컨택센터를 현대화하여야 합니다. 지금 바로 본 eBook을 다운로드하시어 아래와 같은 컨택센터 현대화의 효과에 대해 확인해보시기 바랍니다. 고객 만족도 향상 비용 절감 성장 가속화 직원 인게이지먼트 실현 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SMUg"] 옴니채널 고객 인게이지먼트를 위한 안내서 [cutoff co_thick="2px"] 오늘날 고객들이 다양한 채널을 통해 기업과 인터랙션하고 있기는 하지만 이들이 기업에게 원하는 것은 단 하나, 바로 일관되고 개인 맞춤화된 경험입니다. 디지털 채널을 운영하는 기업들은 각각의 채널을 운영하는 것 뿐만 아니라, 고객이 어떤 방법의 인터랙션을 선택하는지와 상관없이 매끄럽고 끊김 없는 경험을 전달할 수 있어야 합니다. 본 eBook을 다운로드하시어 다음의 내용에 대해 알아보시기 바랍니다. 옴니채널 고객 인게이지먼트를 위한 3가지 필수 단계 모든 채널에 걸쳐 수월하고 끊김없는 전환을 지원하는 도구 디지털 및 음성을 포함한 모든 고객 인터랙션 유형에 대한 실시간 가시성 제공에 따른 이점 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001SKzN"] 옴니채널 고객 인게이지먼트 플레이북 [cutoff co_thick="2px"]오늘날 고객 경험은 빠른 속도로 진화하면서 혁신을 거듭하고 있습니다. 고객들은 음성 채널 뿐만 아니라 여러 디지털 채널들을 동시에 이용하고 있으며, 컨택 센터는 평균적으로 아홉 가지 커뮤니케이션 채널을 보유하고 있습니다. 하지만 이제는 여러 채널 중 선호하는 채널을 선택할 수 있는 편의성 뿐만 아니라, 한 채널에서 다른 채널로 이동할 때 끊김없이 전환되는 수월한 고객 경험을 제공해야 합니다. 이 eBook에서는 상담석 수가 250석에서 5천석에 달하는 중형 및 대규모 컨택 센터 환경에 필요한 옴니채널 경험의 요건을 소개합니다. 지금 다운로드하시어 아래의 요건들에 대해 알아보시기 바랍니다: 귀사의 컨택 센터가 진정한 옴니채널을 제공할 수 있는지 여부를 확인하기 위한 8가지 질문 디지털 및 음성 채널 전체에 걸쳐 끊김없는 개인 맞춤형 고객 경험을 제공하는 방법 옴니채널 고객 인게이지먼트의 ROI 및 비즈니스 혜택 Ticketmaster, Marks & Spencer 그리고 DNB은행과 같은 업계 선두 업체의 성공 사례 [mktoform cta_header="eBook 다운로드" cta_button="지금 다운로드" ar_status="dynamic" cid_id="7010B000001YSc7"]
h1|컨택센터 및 고객 경험 부문의 최신 트렌드를 확인하세요.
h2|주요 리소스
h4|2021년 아시아 태평양 고객 경험 혁신 준비 지수 AI 기반 컨택센터 2020 가트너 매직쿼드런트 서비스형 컨택센터, 월드와이드 뉴노멀 시대의 진정한 개인화 서비스를 위한 Experience-as-a-Service 2021 컨택센터 구매 가이드 고객 경험의 미래, 네이티브 클라우드 컨택센터 Genesys Cloud 컨택센터 변화 관리 가이드 고객 여정 최적화 – 가장 중요한 순간을 파악하세요 Genesys Cloud가 귀사를 위한 최적의 플랫폼인 6가지 이유 고객 여정 매핑 — 고객 경험을 최적화 하세요 예측 기반 인게이지먼트로 구매 전환율을 높이는 방법 2021년 아시아 태평양 고객 경험 혁신 준비 지수 AI 기반 컨택센터 2020 가트너 매직쿼드런트 서비스형 컨택센터, 월드와이드 Forrester Wave™: 서비스형 컨택센터(CCaaS) 공급업체, 2020년 3분기 아시아 태평양 지역의 e-Conomy를 위한 CX 우선 순위 고객 경험에 써드파티 시스템 연결하기 7가지 AI 기능을 활용하여 고객 경험을 개선하세요 AI 기술 도입으로 얻을 수 있는 직원 경험의 세 가지 이점 AI로 고객 경험을 개선하는 10가지 방법 아시아태평양 지역의 BPO: 성장의 새로운 기회 Genesys와 Google Cloud: 컨택센터 AI의 혁신 검증된 접근 방식 온 프레미스 콜 센터 마이그레이션 아시아 태평양 지역 Insurance 4.0을 위한 CX 우선순위 글로벌 AI 아젠다: 데이터 공유의 약속, 현실 그리고 미래 Genesys의 검증된 마이그레이션: 검증된 ROI로 단순화된 마이그레이션 클라우드로의 전환을 고려하는 Genesys 온프레미스 고객을 위한 필수 체크리스트 컨택센터를 클라우드로 전환하세요 IDC : Google Cloud와 Genesys의 결합을 통한 AI 기반 컨택센터의 혁신성 2020년 고객 서비스의 세 가지 메가트렌드: 보다 나은 경험을 위한 AI와 상담사의 결합 클라우드 컨택센터로 업그레이드해야 하는 12가지 이유 고객 경험에 투자하여 더 큰 수익을 실현한 4가지 성공 사례 2019년의 좋은 (그리고 나쁜) 고객 서비스 더 이상 챗봇으로 상담사를 대체하지 마십시오 엔드-투-엔드 고객 경험 개선을 위한 3가지 전략 고객 경험을 통해 경쟁 우위를 구축한 고객 사례 콜센터 기술 통합을 위한 고려사항 Genesys AI를 활용한 고객 성공 사례 2019년의 세 가지 고객 서비스 메가트렌드 세계 1위 고객 경험 플랫폼 중소 기업을 위한 고객 서비스 혁신 MIT 글로벌 보고서: 인간+로봇: 우려와 기회 리테일 컨택 센터를 개선할 10가지 방법 미래의 리테일 컨택 센터를 새롭게 정의하는 5가지 기술 섬세하고 개인화된 서비스 – 컨택 센터가 고객을 유지하기 위한 3가지 방법 취약한 ‘프랑켄스택(Frankenstack)’이 아닌 고객 서비스를 위한 에코시스템을 구축해야 하는 3가지 이유 내일의 고객이 오늘의 리테일 기업으로부터 구매하지 않는 5가지 이유 디지털 시대 컨택 센터의 역할과 Genesys Cloud의 제안 리테일 컨택 센터 업그레이드를 고려할 때 확인해야 할 6가지 체크리스트 컨택 센터를 수익 창출 센터로 바꾸는 방법: 지금 확인해야 할 5가지 트렌드 한 단계 높은 고객 경험 제공을 위해 고객 인게이지먼트가 중요한 이유 밀레니얼 세대를 넘어서 : 새로운 소비자를 위한 은행의 준비 방법 인공지능을 활용하여 금융 고객 경험을 향상시키는 방법 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 금융/보험 산업에 대하여 한눈에 확인하는 Genesys Cloud의 효과 – 투자수익 구형 클라우드 플랫폼에서 이전을 계획 중인 조직을 위한 클라우드 기반 옴니채널 컨택 센터 솔루션의 비용 절감 효과 및 혜택 신규 도입 및 소규모 기업을 위한 클라우드 기반 컨택 센터 솔루션의 비용 절감 효과 및 혜택 온 프레미스 플랫폼에서 전환을 계획 중인 조직을 위한 클라우드 기반 옴니채널 컨택 센터 솔루션의 비용 절감 효과 및 혜택 인포그래픽: 고객 경험 기술의 투자가 비즈니스 성공에 미치는 중요성에 대한 Forrester 연구 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 헬스케어 산업에 대하여 현대적 기술을 활용한 마케팅 및 CX 컨버전스: 리테일 및 전자상거래(eCommerce) 산업에 대하여 현대적 기술을 활용한 마케팅 및 CX 컨버전스 Genesys Blended AI -선제적 챗봇을 활용하여 고객 인게이지먼트 향상 Genesys Blended AI – 페이스북 메신저 연동 및 심리스한 상담사 연결 Genesys 고객 경험 현황 조사 옴니채널 쇼핑 경험을 향상시키기 위한 3단계 Genesys를 통해 끊김없고 수월한 개인 맞춤화된 보험 고객 경험을 제공하세요 클라우드 컨택 센터 선택 시 고려해야 할 3가지 요소 중견/중소기업의 기술 활용 및 미래를 대비하기 위한 6가지 팁 정교하게 설계된 여정으로 고객 경험 최적화 고객 여정의 분석 및 설계 고객 서비스 트렌드: 운영을 더 빠르고, 더 저렴하게, 그러나 더 인간적으로 만드는 방법 레거시 인프라를 보유한 대형 컨택 센터가 나아가야 할 방향 옴니채널 셀프 서비스로 가는 7단계 차세대 클라우드 컨택센터 솔루션, Genesys Cloud Genesys Cloud 를 통해 고객 관계를 쉽게 관리하는 방법 Forrester 연구: 휴먼 터치가 결합된 인공 지능의 장점 휴먼 터치가 결합된 인공 지능 Genesys, Ovum 의사결정 매트릭스에서 리더로 선정 : 멀티채널 클라우드 컨택센터 솔루션, 2017-18 고객 여정 매핑: 탁월한 고객 경험을 제공하기 위한 고객 중심 접근 방법 상징적(Iconic) 기업이 되는 길 초연결 시대의 고객 경험을 위한 다섯 가지 핵심 요건 미래의 변화에 주목 상징적인 기업의 혁신 관리 및 기술 도입 “옴니”에서 “유비쿼터스”로 인게이지먼트 사이클의 변화 고객 인게이지먼트 및 운영 전략 상징성, 유비쿼터스, 개별화—선도 기업들이 고객과 친밀하고 끈끈한 관계를 강화하기 위해 기술, 에코시스템 및 기업 문화를 적극 활용하는 방법 Genesys Cloud로 컨택 센터 상담사 경험 및 성과 향상 Genesys Cloud로 컨택 센터 관리자 경험 향상 고객 경험을 위한 블렌디드 AI 컨택 센터 경제학과 클라우드 왜 PureCloud여야 하는가? 클라우드 컨택 센터로 고객 인게이지먼트 최적화 클라우드 컨택 센터 전환을 위한 10가지 고려 사항 소규모 컨택 센터의 클라우드에 관한 진실 초연결 시대의 고객 인게이지먼트 고객 경험을 새롭게 정의하는 5가지 기술 동향 모든 클라우드가 다 같은 것은 아닙니다 Genesys PureCloud를 선택해야 하는 10가지 이유 컨택 센터 상담사 데스크탑의 문제 및 해결 방안 끊김없는 고객 경험을 지원하는 옴니채널 라우팅 컨택센터 현대화를 위한 기본 안내서 옴니채널 고객 인게이지먼트를 위한 안내서 차세대 고객경험을 간단하게 제공해보세요 모든 순간을 완벽하게 만들어주는 차세대 고객 경험을 제공해보세요 옴니채널 고객 인게이지먼트 플레이북 라이브 지원 라이브 지원
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Increase conversions and drive more sales through your website by leveraging the power of artificial intelligence (AI) and machine learning, using real-time insights, and proactively engaging prospects at the right moment through the best channel—chat, content offers, email, mobile and more. Capture all work items from all sources and find the best resource across your organization with business automation Improve your customer experience by integrating your contact center with existing systems and applications The faster your team can connect with leads, the more deals you’ll close without increasing your cost. Companies that automate lead management see a 10% or greater increase in revenue and reach customers in real time—24/7. Improve your digital sales by using AI to: Stay on top of sales best practices and innovation with Genesys blogs. AI-driven sales engagement is evolving how we communicate with customers. Genesys provides a wealth of knowledge to benefit from this in the regular sales blogs. Building on the power of AI and machine learning, Prospect Conversion and Customer Acquisition Center, smarter and automated sales engagement technology solutions from Genesys, humanize the digital experience for your customers. These solutions deliver real-time engagement, active journey shaping, and predictive personalization. Learn more about and . Integrate the latest technologies into your customer service plan to exceed KPIs and build better customer relationships Leverage customer journeys to know when to engage with customers on your website and convert leads to customers
li|Engage prospects in real time on their preferred channel, resulting in a 10x improvement in contact-to-lead qualification Shape the journey for a 400% lead-to-customer conversion improvement Personalize and automate next-best actions, offers, and agents for a 10% revenue gain Better integrate the tech stack to simplify the lives of sales reps
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h2|Visibility into real-time customer journeys increases sales Time kills all deals Turn opportunities into wins Quick reads: sales innovation Stop wasting leads
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pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. 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Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
di|Clear PRAXISLEITFADEN Legen Sie eine Strategie fürs Changemanagement fest Praxisleitfaden für das Changemanagement in Ihrem Contact Center Erfahren Sie, welche Schritte erforderlich sind, um organisatorische Änderungen erfolgreich zu verwalten - unabhängig davon, ob Sie auf eine neue Contact-Center-Plattform migrieren oder Best Practices für das Management der Mitarbeiterbindung anwenden. Laden Sie den Leitfaden herunter, um zu erfahren, wie Sie: Holen Sie sich die Zustimmung von Ihren Teams und Stakeholdern Unterstützen Sie Ihr Team durch Veränderungen und schließen Sie Wissenslücken Sicherstellung einer langfristigen Übernahme neuer Prozesse und Systeme Leitfaden herunterladen [mktoform cta_header="" cta_button="Leitfaden herunterladen" form_p_target="custom" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwyQQAQ" ar_title="Practical guide to managing change in your contact center" ar_url="https://content.genesys.com/resource-change-management/en-us-change-managem" url="https://www.genesys.com/media/Change-Managaement-EB-EN-rev2_DE-V2.pdf"] [rawcss raw_css="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"] Analyst Report Gartner Magic Quadrant für Contact Center as a Service 2020 Gartner kürt Genesys zum Marktführer im CCaaS Magic Quadrant 2020 Die CCaaS-Landschaft (Contact Center as a Service) ist hart umkämpft. Der Gartner CCaaS Magic Quadrant-Report für 2020 bewertet 13 Anbieter hinsichtlich ihrer Vision und Umsetzungsfähigkeit - damit Sie die richtige Wahl treffen können. Genesys ist stolz darauf, als Marktführer bezeichnet zu werden in Hinblick auf die Visionskraft und die Umsetzungfähigkeit durch starke globale Aktivitäten, weitreichende geografische Präsenz und ein verlässliches Partnernetzwerk. Im vollständigen Report erfahren Sie, warum Genesys mit Lösungen für Unternehmen aller Größen und Branchen weltweit führend ist. Sie erhalten auch Einblicke in: Wichtige Trends für den CCaaS-Markt Tipps zum Navigieren auf dem Marktplatz Wie Gartner 13 Anbieter hinsichtlich ihrer Fähigkeit bewertet, einen hervorragenden Kundenservice zu bieten Report ansehen [mktoform cta_header="" cta_button="Report ansehen" form_p_target="custom" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY" url="https://www.gartner.com/technology/media-products/reprints/Genesys/1-25371SSR-DEU.html"] * Gartner unterstützt keine Anbieter, Produkte oder Dienstleistungen, die in seinen Forschungspublikationen aufgeführt sind, und rät Technologiebenutzern nicht, nur die Anbieter mit den höchsten Bewertungen oder anderen Bezeichnungen auszuwählen. Gartner-Forschungspublikationen bestehen aus den Meinungen der Gartner-Forschungsorganisation und sollten nicht als Tatsachenaussagen ausgelegt werden. Gartner lehnt alle ausdrücklichen oder stillschweigenden Garantien in Bezug auf diese Forschung ab, einschließlich aller Garantien für die Marktgängigkeit oder Eignung für einen bestimmten Zweck. GARTNER ist eine eingetragene Marke und Dienstleistungsmarke von Gartner, Inc. und / oder seinen verbundenen Unternehmen in den USA und international und wird hier mit Genehmigung verwendet. Alle Rechte vorbehalten. Quelle: Gartner Magic Quadrant für Contact Center as a Service 2020, Steve Blood, Drew Kraus, Pri Rathnayake, 9. November 2020. ANALYSTEN-FORSCHUNGSBERICHT Forrester erkennt Genesys als Marktführer bei Contact-Center-as-a-Service an The Forrester Wave™: CCaaS-Anbieter (Contact Center as a Service), 3. Quartal 2020 Da die Anzahl der digitalen Kanäle weiter zunimmt, benötigen Remote-Agenten zuverlässige Technologie, um sie in dieser neuen Normalität zu unterstützen. Dies erfordert eine robuste All-in-One-Lösung für Contact Center, die skalierbare Personalisierung bietet. Genesys ist stolz darauf, im Forrester Wave-Bericht 2020 als führender Anbieter von Contact-Center-as-a-Service-Lösungen (CCaaS) ausgezeichnet und für sein umfassendes Produktportfolio, seine CRM-Integrationen und die nativen Workforce Optimization-Funktionen (WFO) anerkannt zu werden, die eine reibungslose Benutzererfahrung für mehrere Rollen und einheitlichere Betriebs- und WFO-Daten ermöglichen. Laden Sie den vollständigen Bericht herunter, um zu erfahren, warum Forrester Genesys als Marktführer bei CCaaS anerkennt, sich über Folgendes zu informieren: Eine unabhängige Analyse von CCaaS-Anbietern Wichtige Markttrends Worauf Sie bei einer CCaaS-Lösung achten sollten Anbietervergleichstabellen zu aktuellen Angeboten, Strategien und Marktpräsenz Bericht herunterladen [mktoform cta_header="" cta_button="Jetzt herunterladen" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kvxkQAA" ar_url="https://content.genesys.com/forresterwave-ccaas-2020"]The Forrester Wave™ unterliegt dem Urheberrecht von Forrester Research, Inc. Forrester und Forrester Wave™ sind Marken von Forrester Research, Inc. The Forrester Wave™ ist eine grafische Darstellung der Sicht von Forrester auf einen Markt und wird in einer detaillierten Tabelle mit offengelegten Bewertungen, Gewichtungen und Kommentaren dargestellt. Forrester bevorzugt keine der in Forrester Wave™ erwähnten Anbieter, Produkte oder Services. Die Aussagen in diesem Report basieren auf den aktuell verfügbaren Informationen. Alle geäußerten Meinungen spiegeln die Einschätzung zum Zeitpunkt der Bewertung wider und können jederzeit geändert oder aktualisiert werden. EBOOK Genesys und Google Cloud: KI für Contact Center wird zum Leben erweckt Künstliche Intelligenz (KI) im Contact Center ist mehr als nur Hype. Kunden sind bereit, mit Bots zu interagieren, möchten aber auch mit Agenten über komplexe Probleme sprechen. Dialogorientierte KI kann die Effizienz steigern, indem einfache, sich wiederholende Interaktionen automatisiert werden und gleichzeitig eine reibungslose Übergabe zwischen Bots und Live-Agenten ermöglicht wird. Zudem werden Agenten entlastet, damit sie sich mit komplexeren Problemen befassen können. Genesys und Google Cloud bieten Unternehmen jeder Größe und Komplexität Zugang zu KI-basierten Customer Experiences. In diesem E-Book erfahren Sie: Welche drei Herausforderungen dialogorientierte KI in Contact Centern meistert Wie Voice-Bots und Chat-Bots die Betriebseffizienz verbessern können Wie Sie Agenten mit einem auf KI basierenden virtuellen Assistenten unterstützen Lesen Sie das E-Book [mktoform cta_header="" cta_button="Jetzt herunterladen" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] ANALYSTENBERICHT FROST RADAR™: KONTAKTZENTREN ALS SERVICEPLATTFORM IN EUROPA, 2020 Das beste Contact Center as a Service: Das Frost and Sullivan Frost RadarTM sieht Genesys Cloud in seinem jüngsten Report (European Contact Center as a Service Market, 2020) an der europäischen Spitze! Lob gab es unter anderem für die All-in-one-Lösung mit dem umfassendsten Marktplatz, für die Vielzahl an inkludierten Funktionen, die flexiblen Anpassungsmöglichkeiten und eine einfache Bedienbarkeit. Warum bietet Genesys die beste Lösung? Hier den Bericht herunterladen und mehr erfahren – unter anderem über: Hohe Investitionen in die Entwicklung von predictive engagement und den Einsatz von Künstlicher Intelligenz für beste Kundenerlebnisse Die schnellste Innovationsstrategie in der Branche Steigende Umsätze nach der beschleunigten Einführung der Cloud-Lösung On-Demand Frost & Sullivan: 3-in-1-Webinar: Analyse, Erfahrungsbericht und Produkt-Demo mit Siemens Healthineers. Titel: "Warum Unternehmen, die CCaaS einführen, bei der CX die Nase vorn haben" https://www.genesys.com/de-de/webinars/ccaas Laden Sie den Bericht herunter [mktoform cta_header="" cta_button="Jetzt downloaden" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8idQAA"] 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 Bericht So bieten Sie eine gute Customer Experience in den 2020ern [cutoff co_thick="2px"]Vor dem Hintergrund steigender Kundenerwartungen wird die Kundenservice-Landschaft durch neue Technologien, Plattformen, Kanäle und Kundenwünsche umgestaltet. Einige dieser Trends können es Unternehmen möglicherweise erleichtern, die Erwartungen zu erfüllen, während andere erhebliche Anpassungen erfordern. Letztlich wird die Art und Weise, wie Unternehmen auf diese Faktoren reagieren, den Erfolg ihrer Customer Experience – und damit auch ihren wirtschaftlichen Erfolg – in den kommenden zehn Jahren bestimmen. In diesem Bericht untersuchen wir die wichtigsten Trends und wie Contact Center darauf reagieren können, einschließlich: Zunehmende Digitalisierung des Service Der Aufstieg von Omnidigital Die Bedeutung von KI-gestütztem Support Die Notwendigkeit, Agenten wieder zu schulen Die Herausforderung der Agentenbindung Hervorstechen durch Serviceerfahrung Laden Sie jetzt diesen Bericht herunter, um zu erfahren, wie Sie auf diese Trends reagieren können, damit Ihr Contact Center nicht nur die Kundenerwartungen in den kommenden zehn Jahren erfüllt, sondern auch übertrifft.[mktoform cta_button="Jetzt herunterladen" ar_status="default" cid_id="7011T000001IdI5QAK"] Genesys Cloud TV Empathie durch Technologie Realitätscheck im Kundenservice [cutoff co_thick="2px"]In diesen Tagen sind Unternehmen besonders gefordert. Denn ist guter Kundenservice dem Produkt oder der Dienstleistung mittlerweile ebenbürtig, so steigt die Bedeutung von Service nun noch einmal mehr. Entscheidend ist, wie Unternehmen diesem begegnen! Lesen Sie die überraschenden Erkenntnisse unserer top-aktuellen Umfragen von Mai, Juni und Juli 2020 unter 200 Teilnehmern. Laden Sie sich hier Ihre kostenlosen Konsumentenstudien herunter. KONSUMENTENUMFRAGE MAI 2020 Empathie durch Technology - Realitätscheck im Kundenservice KONSUMENTENUMFRAGE JUNI 2020 Trouble Shooting im Kundenservice – Hilfe! Fühlen sich Kunden von Beratungsstellen in schwierigen Zeiten gut betreut? KONSUMENTENUMFRAGE JUNI / JULI2020 Funktionierendes Home-Office, schnelle Zahlungserfolge, motivierte Mitarbeiter – so übersteht der Handel die Krise[mktoform cta_header="E-Book zur Konsumentenumfrage" cta_button="Jetzt lesen" ar_status="dynamic" cid_id="7011T000001t865QAA"][boxcta alt_text="Anmeldung zu allen weiteren Genesys Cloud TV Sendungen ist hier kostenfrei möglich." box_link="url:https%3A%2F%2Fwww.genesys.com%2Fde-de%2Fevents%2Fgenesys-cloud-tv|title:Anmelden%20und%20dabei%20sein|target:%20_blank|" box_background="322230"][/boxcta] MIT-FORSCHUNGSBERICHT Die globale KI-Agenda – Versprechen, Wirklichkeit und die Zukunft des Datenaustauschs Die tatsächlichen Auswirkungen von KI auf Unternehmen verstehenDie Möglichkeiten von künstlicher Intelligenz (KI) sind nicht mehr nur großen Technologieunternehmen vorbehalten. Vom verarbeitenden Gewerbe über die Energie- und Gesundheitsversorgung bis hin zur Regierung – das MIT hat herausgefunden, dass Unternehmen aller Branchen und Sektoren mit einer Reihe von KI-Lösungen experimentieren. Mit Technology Review Insights befragte über 1.000 Führungskräfte aus verschiedenen Branchen und Regionen der Welt, um zu verstehen, wie Unternehmen KI jetzt nutzen und zukünftig nutzen wollen. Lesen Sie den Bericht noch heute, um mehr über folgende Themen zu erfahren: Praktische KI-Anwendungen Herausforderungen bei der Skalierbarkeit in Unternehmen Bereitschaft der Unternehmen, Daten freizugeben und KI-Funktionen zu verbessern Bericht herunterladen [mktoform cta_header="" cta_button="Bericht herunterladen" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK" url="https://www.genesys.com/de-de/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing"] CHECKLISTE Die unverzichtbare Migrations-Checkliste zur Ermittlung der richtigen Customer-Experience-Lösung Kompass für einen gelungenen Migrationsprozess Kundenerlebnisse und Geschäftsabläufe hängen wesentlich von der Contact Center Software ab. Optimierte Lösungen, leistungsstarke Infrastruktur und der richtige Anbieter sind das Fundament für eine erfolgreiche Zukunft und die Erfüllung selbstgesteckter Ziele. Ihr Kundencenter ist technisch limitiert und schränkt Ihr Streben nach dem optimalen Kundenerlebnis ein? Dann ist es jetzt an der Zeit, diese Schranken zu durchbrechen. Das gelingt am besten mit der Migration hin zu einem System, das Sie dabei unterstützt, Ihre Ziele zu erreichen. Der erste Schritt auf diesem Weg ist diese Checkliste, die Ihnen hilft, Anbieter zu bewerten und Lösungen zu evaluieren. Sie lernen dadurch … Geschäftsziele zu identifizieren und unternehmenswichtige Erkenntnisse abzuleiten. Optionen in Bezug auf nötige Flexibilität und Funktionen zu bewerten. Ihre technologischen Anforderungen und Prioritäten zu erkennen. die Zukunftsfähigkeit eines Anbieters einzuschätzen. Get the Checklist [mktoform cta_header="" cta_button="Download Now" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000001KgTz"] EBOOK Sieben Best Practices für den Aufbau der Kundenbindung Zufriedene Kunden bringen messbare Vorteile für das Geschäft Zufriedene Kunden werden häufig treue Kunden. Und treue Kunden ermöglichen nicht nur eine Reduzierung der Marketingkosten und eine Ankurbelung der Verkäufe, sondern machen auch Werbung für die Marke auf digitalen Plattformen, was neue Kunden anlockt. Verschaffen Sie sich einen ganzheitlichen Überblick darüber, wie Sie mit potenziellen und bestehenden Kunden interagieren, um zu erfahren, wie Sie am besten eine langfristige Kundenbindung aufbauen. Erfahren Sie in diesem eBook, wie erfolgreiche Unternehmen treue Kunden für sich gewinnen, ohne dabei ihre Geschäftsziele aus den Augen zu verlieren: Proaktive Kommunikation automatisieren, um mehr Cross-Selling-Möglichkeiten zu schaffen Geschäftsprinzipien anpassen, um Compliance zu vereinfachen und Kundenbindungsprogramme kurzfristig adaptieren Die gesamte Customer Journey nutzen, um effektive Wege der Kommunikation zu ermitteln Anforderungen erkennen und proaktiv Unterstützung durch kanalübergreifende Lösungen bieten Holen Sie sich das eBook [mktoform cta_header="" cta_button="Holen Sie sich das eBook" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000000maoK"] Checkliste: [this_page_title] [cutoff co_thick="2px"]Um die steigenden Kundenerwartungen zu erfüllen und den laufenden Contact Center-Betrieb zu verwalten, benötigen Sie die richtigen Lösungen, die richtige Infrastruktur und den richtigen Anbieter. On-Premises-Systeme sind nicht immer die effizienteste Methode, um Ihre Ziele und Ergebnisse zu erreichen. Der beste Weg ist der Wechsel zu einer Cloud-Lösung, mit der Sie immer über die neueste Technologie verfügen. Planen Sie Ihr Vorgehen mit dieser umfassenden Migrations-Checkliste, die wichtige Informationen zu folgenden Themen umfasst: Ermittlung Ihrer Geschäftsziele und Ergebnisse Bewertung von Bereitstellungsoptionen Analyse Ihrer Technologieanforderungen und -prioritäten [mktoform cta_header="Holen Sie sich die Checkliste" cta_button="Jetzt herunterladen" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GcaAAAS" url="https://www.genesys.com/media/Checkliste-Genesys-Kunden.pdf" ar_url="https://www.genesys.com/campaign/essential-checklist-for-moving-to-the-cloud-thank-you"] IDC Spotlight: Die Erschließung der transformativen Kraft der KI für Contact Center mit Google Cloud und Genesys Im Jahr 2020 wird die Customer Experience den Preis und das Produkt als wichtigstes Unterscheidungsmerkmal einer Marke überholen. Ihr Contact Center steht an vorderster Front, um Ihren Kunden eine hervorragende Customer Experience zu bieten. Stellen Sie sich vor, Sie bieten Ihren Kunden sofortigen Self-Service rund um die Uhr, wie diese ihn möchten – in einem Gespräch. Dann leiten Sie sie nahtlos zu einem menschlichen Agenten um, der mithilfe von künstlicher Intelligenz (KI) Fragen schnell beantworten kann. Laut IDC werden „bis 2025 KI-gestützte Unternehmen Net Promoter Scores erreichen können, die 1,5-mal höher sind als die ihrer Wettbewerber.“ In diesem IDC-Bericht erfahren Sie, wie mithilfe von KI in Contact Centern Folgendes erreicht werden kann: Steigerung der Kundenzufriedenheit Befähigen Sie die Mitarbeiter zur Förderung von Geschäftserkenntnissen Lesen Sie den IDC-Bericht [mktoform cta_header="" cta_button="Jetzt lesen" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kqUwQAI"] Executive Brief: [this_page_title] Unübertroffene Agilität, Skalierbarkeit und Innovation für On-Premises-Kunden von Genesys [cutoff co_thick="2px"]Kunden möchten über den Kanal ihrer Wahl auf innovative Weise mit Unternehmen interagieren – einschließlich neuer Kanäle, für die On-Premises-Systeme einfach nicht konzipiert wurden. Wenn Sie Ihre aktuelle Genesys-Lösung in die Cloud integrieren, können Sie flexibel skalieren, wenn sich Ihre Geschäftsanforderungen ändern, saisonal bedingte Besonderheiten berücksichtigen oder wenn Ihr Unternehmen wächst. Dank kontinuierlicher Software-Updates verwenden Sie immer die aktuellste Version – mit Zugang zu den neuesten Innovationen von Genesys. Die bewährte, präskriptive Migrationsmethodik von Genesys gestaltet Ihre Migration in die Cloud einfach und unkompliziert. Ihr Weg in die Cloud führt über diese einfachen Schritte: Überzeugen Sie sich selbst, was es bedeutet, Geschäfts- und Kundenerwartungen zu übertreffen Profitieren Sie von bewährten Genesys-Anwendungsszenarien Migrieren Sie ohne Risiko – und lassen Sie uns die Arbeit erledigen Erreichen Sie Ihre gewünschten Geschäftsergebnisse [mktoform cta_header="Holen Sie sich den Executive Brief" cta_button="Jetzt herunterladen" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001Gd2iAAC" url="https://www.genesys.com/media/Move-the-cloud-with-confidence-EX-DE_v6-1.pdf" ar_url="https://www.genesys.com/campaign/move-your-contact-center-to-the-cloud-thank-you"] CHECKLISTE Zwölf Anzeichen, dass Sie bereit für das Upgrade auf ein cloudbasiertes Contact Center sind Wettbewerbsfähig sein heißt, die Erwartungen der Kunden zu übertreffen. Und Ihr Contact Center sollte so eingerichtet sein, dass dies ein Leichtes ist. In dieser Checkliste erfahren Sie, ob jetzt der richtige Zeitpunkt ist, Ihr Contact Center in die Cloud zu migrieren und von den Vorteilen zu profitieren. Der Wechsel zu einem cloudbasierten Contact Center hilft Ihnen: Ihr Wachstum zu steigern die Betriebseffizienz zu erhöhen die Interkonnektivität zu steigen Checkliste herunterladen [mktoform cta_header="" cta_button="Jetzt herunterladen" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001koQrQAI" ar_url="https://www.genesys.com/campaign/12-signs-thank-you" url="https://www.genesys.com/media/Genesys-12Merkmale-1.pdf"] [this_page_title] Wie Unternehmen, Mitarbeiter und Verbraucher die neue Technologie sehen [cutoff co_thick="2px"]Um Künstliche Intelligenz ranken sich viele Mythen. Genesys hat mithilfe mehrerer Studien einige davon enträtselt: Künstliche Intelligenz (KI) allein kann ihre Kraft im Kundenservice nicht entfalten. Es gilt vielmehr, KI, Omnichannel-Konzepte und Cloud Computing effektiv zu kombinieren. In der Praxis bedeutet das z.B., Anwendungen für Chat, Telefonie und E-Mail auf einer einzigen Plattform zu vereinen und Interaktionen über KI-gestützte Analysen zu steuern. Das Ergebnis ist „Experience as a Service“, ein hoch-personalisierter Kundenservice, den Konsumenten heute erwarten. Das lässt sich nur durch ein geschicktes Zusammenspiel von Menschen und modernen Technologien wie KI erreichen. Das Wichtigste im Überblick: Die Aufgabe der Unternehmen besteht darin, im Kundenservice ein Gleichgewicht aus Mensch und Technologie herzustellen. Denn KI kann menschliche Fähigkeiten wie Empathie, Kreativität und Führung nicht ersetzen. Durch den Einsatz intelligenter Technologien entwickeln sich die Rollen der Mitarbeiter weiter. KI wird zunehmend leicht automatisierbare Aufgaben übernehmen. Dadurch können sich die Mitarbeiter auf erfüllendere Tätigkeiten konzentrieren. Strategisch und im Einklang mit den Interessen der Belegschaft eingesetzt, steigert KI die Produktivität und schafft ein attraktiveres Arbeitsumfeld. Können sich Unternehmen im Preis- und Produktwettbewerb nicht an die Spitze setzen, punkten sie mit hochgradig individuellen Erlebnissen auf Basis von KI. Deutsche Käufer ziehen es vor, während Aktionstagen online zu shoppen. Ratsam ist es, Kunden ein einheitliches Shopping-Erlebnis zu bieten – ob im Online-Shop oder im stationären Handel – und so die Marke zu stärken. Die aktuellen Studienergebnisse und Erfahrungen in der Praxis bestätigen: Nutzen Agenten im Kundenservice die neuen KI-gestützten Tools, verbessert das nicht nur die Kundenbindung, sondern auch ihre eigene Zufriedenheit. Die Technologie macht das Arbeiten angenehmer und zugleich produktiver. Die Genesys Cloud realisiert das Konzept „Experience as a Service“, das Unternehmen in die Lage versetzt, eine durchgängige Personalisierung in großem Maßstab zu erreichen. Die Genesys Cloud, eine All-in-One-Lösung und die weltweit führende Public-Cloud-Contact-Center-Plattform, unterstützt Unternehmen dabei, Kunden und Mitarbeitern bessere Erfahrungen zu bieten. Erfahren Sie mehr darüber, wie und wo sich das Potenzial von Künstlicher Intelligenz heben lässt und lesen Sie im Genesys-EBook, inwieweit Kunden, Mitarbeiter und Unternehmen diese akzeptieren:[mktoform cta_header="Herunterladen" cta_button="E-Book herunterladen" cid_id="7011T000001IdAp"] EBOOK Investieren. Profitieren. Vier Unternehmen, die Erfolge im Bereich Customer Experience vorweisen können. Um die in der heutigen Zeit steigenden Kundenerwartungen zu erfüllen, müssen Sie für Ihr Call Center die richtige Technologie nutzen. Wenn es um die Investition in diese Technologie geht, sollten Sie schauen, welche Kosten neben den monatlichen Abonnementgebühren anfallen, um den wahren Wert zu erkennen. Erfahren Sie, wie vier Call Center eine neue Technologie eingeführt haben und somit in der Lage waren: Kundenbewertungen zu verbessern Verkäufe anzukurbeln Betriebskosten zu senken Holen Sie sich das eBook [mktoform cta_header="" cta_button="Jetzt herunterladen" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001koSOQAY" url="https://www.genesys.com/media/Geld-verdienen.pdf" ar_url="https://www.genesys.com/campaign/spend-money-make-money-thank-you"] EBOOK Best Practices für den Kundenservice Jede Interaktion mit Kunden nutzen Ihre Agenten verkörpern Ihre Marke mit jedem Kundenkontakt. Es liegt an Ihnen, Ihren Agenten zu ermöglichen, erfolgreich Kundenbindungen aufzubauen und mit Kundenherausforderungen umzugehen, ohne dass die Gefahr eines Burnouts besteht, der häufig zu Mitarbeiterfluktuationen führt. Erfahren Sie in diesem eBook, wie Sie aus Ihren Kundenservicemitarbeitern Customer Experience-Helden machen. Sie erhalten Informationen über: Die drei Erfolgsstrategien, die Genesys CX-Helden nutzen Kompetenzen, über die jeder Agent verfügen sollte Wichtige Schulungstipps Benchmarking-Strategien zur Messung des Erfolgs in den Bereichen Kundenservice und Customer Experience Holen Sie sich das eBook noch heute! [mktoform cta_header="" cta_button="Jetzt herunterladen" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000001GYLAAA4"] FORRESTER-BERICHT Drei Kundenservice-Megatrends im Jahr 2020: Verbesserung der Customer Experience durch Verbindung von KI und Agenten Ihre Agenten müssen über geeignete Tools verfügen und die Probleme Ihrer Kunden richtig verstehen, damit über das Contact Center eine menschliche Verbindung ermöglicht wird. Wenn Sie Ihre Kunden kennen und mit ihnen in Verbindung stehen, sparen Sie Geld und profitieren von einer stärkeren Kundenbindung. Die Bereitstellung von KI-fähigen Tools (Künstliche Intelligenz) für Agenten erweist sich als optimale Methode für den Betrieb von Contact Centern. Durch die Automatisierung einfacherer Interaktionen und die Bereitstellung digitaler Tools für Kunden zur Lösung ihrer eigenen Probleme können Agenten sich auf die Lösung komplexerer Aufgaben konzentrieren. Und das macht sie zu einem wichtigen Faktor für Ihren Erfolg. Lesen Sie diesen Bericht von Forrester Research, um mehr über folgende Themen zu erfahren: Drei Megatrends für professionelle Kundendienstmitarbeiter im Jahr 2020 Die Auswirkungen von Veränderungen bei KI und Agentenrollen auf die Personalplanung und die Unternehmenskultur Die Rolle KI-gestützter Desktops mit denen Agenten besser auf Kundenbedürfnisse eingehen können Lesen Sie den Forrester-Bericht [mktoform cta_header="" cta_button="Jetzt lesen" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kq8WQAQ"] [this_page_title] [cutoff co_thick="2px"]Globaler Kfz-Dienstleister setzt auf Genesys Cloud – Startpunkt für umfassendes Omnichannel-Konzept. Ein vielen Autofahrern bekanntes Werkstatt-Unternehmen geht neue Wege im Kundenservice: Der Global Player hat sein klassisches Telefonie-Silo in eine rundum integrierte Contact-Center-Lösung verwandelt. 150 Mitarbeiter nutzen von dem Hauptsitz in Deutschland aus die Customer-Experience-Plattform Genesys Cloud, womit die gesamte Inbound-Telefonie gebündelt wird.[mktoform cta_header="Ein E-Book von Genesys" cta_button="Jetzt lesen!" cid_id="7011T000001kr85QAA"] [this_page_title] [cutoff co_thick="2px"]Westdeutsches Telekommunikationsunternehmen setzt auf Genesys Cloud – Start in Rekordzeit Ein Ziel des Unternehmens ist es, allen Kunden die modernsten Technologien zur Verfügung zu stellen. Und nicht nur das: Die Verantwortlichen im Kundenservice legen größten Wert darauf, ihren Kunden einem hervorragenden Customer Service zu den gebotenen Dienstleistungen sicherzustellen. Die Herausforderung dabei war allerdings, dass das Unternehmen sehr stark wächst und deshalb sehr zügig sein Contact Center modernisieren musste – keine große Herausforderung jedoch dank dem Einsatz der Genesys Cloud-Technologie. [mktoform cta_header="Ein E-Book von Genesys" cta_button="Jetzt lesen!" cid_id="7011T000001kr7vQAA"] [this_page_title] [cutoff co_thick="2px"]Künstliche Intelligenz im Contact Center, die die Versicherten versteht und Bearbeitungszeiten verkürzt, den Service verbessert und Mitarbeitern sowie Versicherten gleichermaßen hilft. Eine der größten Krankenkassen Deutschlands setzt stark auf die Digitalisierung und die damit verbundenen positiven Möglichkeiten für die Versicherten und das Unternehmen. Trotz ihrer Größe ist es das Ziel der Einrichtung, sehr nah an ihren Kunden zu sein.? Wie, erfahren Sie hier in unserem E-Book![mktoform cta_header="Ein E-Book von Genesys" cta_button="Jetzt lesen!" cid_id="7011T000001kr8A"] [this_page_title] [cutoff co_thick="2px"]Technischer Dienstleister der Wohnungswirtschaft setzt auf Genesys Cloud und kann das System trotz zahlreicher Sonderwünsche im Eiltempo bereits einsetzen. Die Heizung ist ausgefallen, die Haustür öffnet nicht mehr oder die Schranke zur Tiefgarage verweigert ihren Dienst – es gibt Services, bei denen haben Erreichbarkeit, Schnelligkeit und Zuverlässigkeit allerhöchste Priorität. Bei einer Störung muss der technische Dienstleister im Bereich Wohnungswirtschaft sofort reagieren können. Ein Ausfall ist keine Option. Das gilt besonders für das Contact Center des Unternehmens mit Niederlassungen in ganz Deutschland. Es muss erreichbar sein, es muss die Aufträge an Handwerker zügig und mit den richtigen Informationen weiterleiten können – und selbst dann, wenn die Unternehmensstrukturen komplex sind. Das alles kann der Dienstleister nun mit der Genesys Cloud-Plattform für Contact Center, der cloudbasierten Lösung für die Kundenbindung, die Genesys gemeinsam mit seinem Partner Deliberate implementiert hat.[mktoform cta_header="Ein E-Book von Genesys" cta_button="Jetzt lesen!" cid_id="7011T000001kr7qQAA"] [this_page_title] [cutoff co_thick="2px"]Prozesse automatisieren, die Effizienz der Agenten steigern und gleichzeitig die maximale Servicequalität sichern – das schafft ein global operierendes Touristikunternehmen dank Genesys Connect.[mktoform cta_header="Ein E-Book von Genesys" cta_button="Jetzt lesen!" cid_id="7011T000001kr80QAA"] [this_page_title] [cutoff co_thick="2px"]Rundum überzeugendes Projekt – Süddeutsches Modeunternehmen wechselt zu Genesys Cloud Heute sind es Telefonie, Chat und E-Mail – morgen die Integration von Messenger und Video-Chat. Und was kommt übermorgen auf den Kundenservice zu? Momentan ist es noch gar nicht abzusehen, welche Kanäle Kunden zukünftig für ihre Kontaktaufnahme mit Unternehmen nutzen möchten. Genau auf diese Situation wollte sich ein renommierter globaler Modehersteller aus Deutschland bei der Neugestaltung seiner Contact Center einrichten. Daran waren sehr strikte Vorgaben gekoppelt: sowohl aus technologischer Sicht als auch auf der organisatorischen Ebene.[mktoform cta_header="Ein E-Book von Genesys" cta_button="Jetzt lesen!" cid_id="7011T000001kr7lQAA"] FORSCHUNGSBERICHT 2019 Gartner MQ for Contact Center as a Service, North America Gartner kürt Genesys erneut zu einem Marktführer in Nordamerika für „Contact Center as a Service“-Lösungen Gartner zufolge werden „Contact Center as a Service“-Lösungen (CCaaS) zum bevorzugten Bereitstellungsmodell für viele Contact Center in Nordamerika und ersetzen dabei die Infrastruktur der traditionellen Contact Center vor Ort. Im 2019 Gartner Magic Quadrant for CCaaS werden neun Anbieter hinsichtlich ihrer Fähigkeiten zur praktischen Umsetzung und der Vollständigkeit dieser Vision bewertet. In dem Bericht können Sie die Antworten auf diese Fragen finden: Wodurch wird die Nachfrage nach CCaaS-Bereitstellungsmodellen gesteigert Was sind die wichtigsten Überlegungen beim Vergleich von Anbietern für Cloudlösungen Wo positioniert Gartner die Anbieter von Contact Centern in den Quadranten – Marktführer, Herausforderer, Visionäre und Nischenakteure außerdem Erfahren Sie was die Rezensenten der Gartner Peer Insights zu sagen haben: [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]Ein CCaaS-Produkt, das alle Versprechen einhält ... Head of Group Technologien für die Dienstleistungsbranche[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]Dank der einfachen Implementierung konnten wir schnell loslegen und gleichzeitig ermöglicht sie weiteres Wachstum. - VP, Contact Center in der Dienstleistungsbranche Forschungsbericht herunterladen [mktoform cta_header="" cta_button="Jetzt lesen" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001knskQAA"] 1Die Bewertungen von Gartner Peer Insights stellen die subjektiven Meinungen einzelner Endbenutzer auf Grundlage ihrer eigenen Erfahrungen dar und spiegeln nicht notwendigerweise die Ansichten von Gartner oder seinen Tochtergesellschaften wider. * Gartner spricht keine Empfehlung für in seinen veröffentlichten Forschungsergebnisse dargestellte Anbieter, Produkte oder Dienstleistungen aus und diese stellen keine Empfehlung für Nutzer von Technologien dar, nur Anbieter mit der höchsten Bewertung oder einer anderen Bezeichnung zu verwenden. Die veröffentlichten Forschungsergebnisse von Gartner stellen die Meinungen der Forschungsorganisation von Gartner dar und sind nicht als Tatsachenbehauptungen zu verstehen. Gartner übernimmt keinerlei Gewährleistung, weder explizit noch implizit, in Bezug auf diese Forschungsergebnisse, einschließlich Zusicherungen der allgemeinen Gebrauchstauglichkeit oder der Eignung für einen bestimmten Zweck. Gartner Magic Quadrant for Contact Center as a Service, North America, 15. Oktober 2019, Drew Kraus, Steve Blood, Simon Harrison cmm360 [this_page_title] [cutoff co_thick="2px"]"KI und Mensch bringen dann die beste Leistung, wenn sie zusammenarbeiten und einander vertrauen können", sagt Rob High von IBM Watson. Warum ist es wichtig, KI vertrauen zu können? Und wie sorgt man für vertrauenswürdige KI? Diesen Fragen geht dieses Whitepaper nach. Wenn Sie mit einem Firmenmitarbeiter chatten, ist es dann wichtig für Sie, zu wissen, ob Sie es mit einem Menschen oder einer KI zu tun haben? Sehr wahrscheinlich lautet Ihre Antwort "Ja". An diesem Punkt beginnen die Grundsätze von KI-Ethik. Ein Kunde sollte sich zunächst einmal dessen bewusst sein, ob er sich gerade mit einem Chatbot oder einem realen Menschen unterhält. Kunden wollen wissen, woran sie sind. Das ist die Basis dafür, dass die Technologie von den Kunden akzeptiert wird und Vertrauen in die neuen Assistenten entstehen kann. Und dieses Vertrauen ist aus verschiedenen Gründen wichtig.[mktoform cta_header="Herunterladen" cta_button="Jetzt anfordern!" cid_id="7011T000001knE6QAI"] Service-Champions [this_page_title] [cutoff co_thick="2px"]Die Anforderungen der Kunden haben sich grundlegend verändert. Sie erwarten eine positive Service-Erfahrung und die prompte Bearbeitung ihres Anliegens über den Kanal ihrer Wahl: Einige bevorzugen modernere Kommunikationskanäle wie Chat, soziale Medien und mobile Apps, andere greifen doch lieber zum Telefon. Dabei spielt es für Kunden keine Rolle, um was für ein Unternehmen es sich handelt – ob Einzelhandel „um die Ecke“ oder Global Player. Mittelständische Unternehmen mit traditionellen Kundenservice-Ressourcen kommen dabei schnell an ihre Grenzen und befürchten, dass gewaltige Investitionen notwendig sind, um ihren Service und die Erwartungshaltung der Kunden in Einklang zu bringen. Das ist ein Irrtum! Mit einer kostengünstigen Cloud-Lösung können sie sich mit „den Großen“ in den Wettbewerb begeben. Und: Sie laufen dabei keinesfalls Gefahr, unterzugehen. PureCloud, die Cloudlösung von Genesys, bietet eine kostengünstige, flexibel mit den wachsenden Anforderungen erweiterbare und skalierbare Lösung, die einen sicheren, webbasierten Betrieb ohne Investitionsrisiko gewährleistet. Zu den weiteren Highlights gehören: hohe Funktionalität auf Knopfdruck absolute Kostentransparenz bestmöglicher Datenschutz und höchste -sicherheit optimale Personaleinsatzplanung über alle Kanäle hinweg einfache Integration in bestehende und zukünftige Anwendungen korrekte Reporting- und professionelle Analyse-Tools größte Flexibilität und Produktivität: Lösungsbausteine zur Ergänzung bestehender Lösungen hohe Benutzerfreundlichkeit Informieren Sie sich, welche Chancen es für mittelständische Unternehmen im Kundenservice gibt, welche Technologien sich ganz konkret für Sie eignen und was Sie damit alles bewirken können. Laden Sie dazu das E-Book herunter.[mktoform cta_button="Jetzt lesen!" cid_id="7011T000001kmEKQAY"] Nemertes Business Value Analysis Genesys Customer Experience (CX) Technologie [cutoff co_thick="2px"]Die Auswahl einer neuen CX-Technologie ist eine wichtige Entscheidung. Wenn es um den langfristigen Erfolg des eigenen Unternehmens geht, spielt jedoch auch die Auswahl des richtigen Anbieters zu gleichen Teilen hinein. Nemertes Research hat eine detaillierte Beurteilung der geschäftlichen, technischen und finanziellen Auswirkungen bei zehn internationalen Kunden vorgenommen, die sich für CX-Technologie von Genesys entschieden haben. Die vorliegende Studie basiert auf Interviews mit BWL- und IT-Führungskräften über einen Zeitraum von über sechs Monaten, der Prüfung einzelner Resultate und der Beurteilung allgemeiner Trends. Sie zeigt: Warum die einzelnen Unternehmen die jeweilige Genesys-Lösung auswählten und welche Ergebnisse sie seit der Migration erzielt haben. Welches Bereitstellungsmodell Unternehmen verschiedener Größen (mit 70 bis zu 11.000 Mitarbeitern im Kundenservice) nutzen und wie sich diese Entscheidung auf Aspekte wie die Mitarbeiterproduktivität, Anforderungen an IT-Ressourcen und die allgemeine geschäftliche Flexibilität ausgewirkt hat. Geschäftsergebnisse aufgeschlüsselt nach Branche, Unternehmensgröße und diversen geografischen Anforderungen. Allgemeine Trends, die in Unternehmen verschiedener Größen und Arten, mit unterschiedlichen Bereitstellungsmodellen und in diversen Branchen zu erkennen sind. [mktoform cta_header="Studie anfordern" cta_button="Einfach herunterladen" ar_status="default" cid_id="7010d000001GdGaAAK"] [this_page_title] Beurteilen Sie die Vor- und Nachteile einzelner Anbieter von cloudbasierten Contact-Center-Produkten [cutoff co_thick="2px"] Die Entscheidung für eine neue Contact-Center-Plattform ist ein wichtiger Schritt, der mehr als nur den Vergleich einzelner Funktionen erfordert. Auch andere Aspekte wie bewährte Migrationsverfahren und die Kundenbetreuung nach dem Kauf sind kurz- und langfristig erfolgskritisch. Dieser Leitfaden vergleicht folgende Leistungen von vier Contact-Center-Anbietern: Technische Kompetenz bei der Bereitstellung von Services in einer cloudbasierten Umgebung Wirtschaftliche Zukunftsfähigkeit Bereitstellung eines bewährten, standardisierten Migrationsverfahrens [mktoform cta_header="Jetzt herunterladen" cta_button="Jetzt herunterladen" ar_status="dynamic" cid_id="7010d000001Gbv2AAC"] Machen Sie Ihre Customer Experience zukunftsfähig und minimieren Sie die Risiken, die durch veraltete Technologien entstehen Mit marktführenden Customer-Experience-Lösungen können Sie die Herausforderungen bewältigen, die ältere Lösungen mit sich bringen [cutoff co_thick="2px"] Ihr Erfolg wird an der Qualität Ihrer Kundenbeziehungen gemessen. Doch mit veralteten Infrastrukturen ist es schwer, über alle Kanäle und Touchpoints hinweg einen konsistenten Service zu bieten. Deshalb können Sie angesichts steigender Kundenerwartungen und kommerzieller Anforderungen nicht immer geduldig abwarten, welche Optionen ein bestimmter Hersteller langfristig anbieten wird und wann diese verfügbar sein werden. Es gibt schon heute bewährte, marktführende Customer-Experience-Lösungen, mit denen Sie Ihre Kundeninteraktionen über alle vorhandenen Kanäle hinweg optimieren können. Und mit einem Partner, der sich sowohl auf Innovation als auch auf Ihren Erfolg konzentriert, können Sie Ihr Unternehmen fit für die Zukunft machen, während es wächst und sich weiterentwickelt. Lesen Sie diesen Executive Brief, um mehr über eine offene, stabile und bewährte CX-Plattform von einem renommierten Anbieter zu erfahren. Informieren Sie sich über eine erprobte, standardisierte Migrationsmethode, die Sie durch die erfolgreiche Neuausrichtung Ihrer Customer Experience führt und Ihnen unter anderem folgende Vorteile bietet: Schaffung einer soliden Grundlage für die Einführung neuer Kanäle und Touchpoints Ausdehnung Ihrer Omnichannel-Prozesse auf Abteilungen und Abläufe außerhalb des Contact Centers Schulung Ihrer Mitarbeiter auf einer zukunftsorientierten Plattform, die Lösungen der nächsten Generation unterstützt und die Kundenzufriedenheit fördert Nutzung einer flexiblen cloudbasierten Lösung zur Erfüllung immer neuer kommerzieller Anforderungen und steigender Kundenerwartungen Nutzung bewährter Anwendungsszenarien für eine straffere Migration und schnellere Amortisierung [mktoform cta_header="Executive Brief herunterladen" cta_button="Jetzt herunterladen" ar_status="dynamic" cid_id="7010B000001SJoFQAW"] Wettbewerbsvorteile durch eine moderne Customer Experience Fünf Beispiele aus der Praxis Moderne Kunden wünschen sich kanalübergreifende, personalisierte Interaktionen, die schnell und reibungslos ablaufen. Daher haben Weltmarken wie PayPal, Heineken und Vodafone Omnichannel-Technologien eingeführt, die eine vollständig integrierte Customer Experience ermöglichen. Durch den Umstieg auf eine führende Customer-Experience-Plattform konnten diese Unternehmen unter anderem die folgenden Ziele erreichen: Einhaltung wichtiger geschäftlicher Fristen durch cloudbasierte Umstellung Einhaltung von Branchenstandards und gesetzlichen Regelungen Senkung der Wartungs- und Betriebskosten Optimierung des Mitarbeitereinsatzes Verkürzung der Zeit bis zur Amortisierung und Rendite Verbesserung des Net Promoter Scores, der Kundenzufriedenheit und der Erstabschlussquote Informieren Sie sich über die vier Schritte zur Planung und erfolgreichen Durchführung einer nahtlosen Migration und zur Modernisierung der Customer Experience.[mktoform cta_header="E-Book herunterladen" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] [this_page_title] Die Umstellung von einer herkömmlichen Contact-Center-Infrastruktur und Insellösungen auf eine integrierte, SIP-basierte Customer-Experience-Plattform hat wesentlich größere Auswirkungen als lediglich Kostensenkungen im Telefoniebereich. Die Modernisierung Ihres Contact Centers ist der Schlüssel zur Steigerung von Nutzen und Produktivität, zur Virtualisierung der Mitarbeiterressourcen, zur Senkung der Infrastrukturkosten und vor allem zur Verbesserung der Customer Experience. Eine Generalüberholung des Contact Centers ermöglicht erhebliche Umsatzsteigerungen und Kostensenkungen, aber die Rechtfertigung der Investition kann eine große Herausforderung sein. Laden Sie dieses Whitepaper herunter. Darin erfahren Sie, wie Sie die folgenden Eckdaten berechnen: Einsparungen durch Steigerung der Erstabschlussquote Einsparungen durch Verkürzung der durchschnittlichen Bearbeitungsdauer Einsparungen durch die Migration von Anrufen zu digitalen Kanälen Umsatzsteigerung durch intelligentes Routing von Interaktionen Erstellen Sie einen Business Case, der genau auf Ihre speziellen Anforderungen zugeschnitten ist.[mktoform cta_header="Holen Sie sich dieses Whitepaper." cta_button="Jetzt herunterladen." cid_id="7010d000001GZeEAAW"] Tip Sheet: [this_page_title] [cutoff co_thick="2px"]Ihre Kunden möchten schnellen Zugriff auf die Kanäle ihrer Wahl und eine personalisierte Service-Erfahrung, in der sie sich intuitiv zurechtfinden. Zugleich wünschen sich Ihre Mitarbeiter einen erfüllenden Arbeitsalltag mit weniger langweiligen Routineaufgaben. Bots, Automatisierung und maschinelles Lernen machen das alles möglich. Dabei kommt es vor allem darauf an, dass Sie sich auf die beste Rendite Ihrer Investition in künstliche Intelligenz (KI) konzentrieren. Unsere Praxistipps zeigen Ihnen Möglichkeiten zur intelligenteren Gestaltung der Arbeitsabläufe in Ihrem Contact Center mithilfe von KI, darunter: die Einrichtung einer Omnichannel-Infrastruktur, die sämtliche Kunden-Touchpoints miteinander verknüpft und den kanalübergreifenden Austausch von Kontextinformationen ermöglicht die Kombination von Self-Service mit von Mitarbeitern betreuten Serviceangeboten zu einer nahtlosen Customer Experience die Optimierung von betreuten Serviceangeboten und Up-Selling mithilfe von virtuellen Assistenten mit Prognosefunktionen [mktoform cta_header="Laden Sie unsere Praxistipps herunter" cta_button="Jetzt herunterladen" ar_status="dynamic" cid_id="7010d000000iYfFAAU"] [this_page_title] [cutoff co_thick="2px"]Saisonalbedingte Kapazitätsengpässe sind zwar schwierig, aber für die meisten Unternehmen Teil des normalen Geschäfts. Und auch wenn es keine Möglichkeit gibt, das Geschäftsaufkommen vollständig zu standardisieren, können Sie mit der richtigen Planung Schwankungen im Griff behalten. Dies entspricht in der einen oder anderen Form der Erfahrung der meisten Unternehmen, doch manche müssen die Anpassung an steigende oder sinkende Anfragen mit weniger Ressourcen bewältigen. Saisonale Kapazitätsengpässe können das ganze Jahr hindurch auftreten und sind nicht auf Feiertage beschränkt, auch wenn diese typische Katalysatoren für Kapazitätsprobleme sind. Um diese Probleme zu überwinden, ziehen Sie zunächst die Daten Ihres Unternehmens aus den letzten Jahren heran und identifizieren Sie die Spitzen und Flauten, die aufgetreten sind. Nehmen Sie diese Daten als Grundlage für Ihre Mitarbeiterplanung und konzentrieren Sie sich dann auf die komplizierteren Punkte, die über normale geschäftliche Schwankungen hinausgehen. In diesem E-Book erfahren Sie: wie Sie Personalprobleme beheben, um das normale Interaktionsvolumen bearbeiten zu können, wie Sie durch veraltete Technologie entstehende Beschränkungen überwinden, welches die besten Tools zur Bewältigung saisonaler Anforderungsspitzen sind. [mktoform cta_header="E-Book herunterladen" cta_button="Jetzt herunterladen!" ar_status="dynamic" cid_id="7010d000001KfQ1AAK"] Genesys Cloud [this_page_title] Entdecken Sie die Genesys Cloud-Plattform [cutoff co_thick="2px"]Erfahren Sie aus erster Hand, was die Genesys Cloud-Plattform zur führenden Cloud-Lösungen für Contact Center macht. Hier können Sie die Genesys Cloud-Oberfläche aus drei verschiedenen Blickwinkeln entdecken: Agent Supervisor Administrator Schlüpfen Sie in eine oder alle drei Rollen und werfen Sie einen Blick auf die wichtigen Funktionen.[mktoform cta_header="Genesys Cloud Tour" cta_button="Interaktive Tour jetzt starten!" form_p_target="custom" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" cid_id="7010d000001GXmKAAW" url="https://www.genesys.com/de-de/purecloud-guided-tour/" ar_title="Entdecken Sie die Genesys PureCloud-Plattform" ar_url="https://www.genesys.com/de-de/purecloud-guided-tour/"] Forrester TEI Studie [this_page_title] Eine rundum gelungene Investition [cutoff co_thick="2px"] Wie Call Center mit Genesys Genesys Cloud® CX einen ROI von 571 % erzielen konnten In der Vergangenheit waren Upgrades von Contact-Center-Lösungen sehr teuer. Genesys Cloud® macht dem ein Ende: Diese Plattform amortisiert sich in weniger als drei Monaten und erzielt über drei Jahre einen ROI von 571 %. Doch Genesys Cloudist nicht nur extrem rentabel, sondern auch eine bewährte, cloudbasierte Omnichannel-Lösung für Contact Center. Um Nutzen, Kosten und Risiken einer solchen Investition zu untersuchen, befragte Forrester Consulting in einer Auftragsstudie Kunden in Nordamerika, Europa und der Region Asien-Pazifik, die bereits langjährige Erfahrungen mit Genesys Cloud haben. Die daraus resultierende TEI-Studie (TEI=Total Economic Impact) bietet eine fundierte Grundlage für eine Kosten-Nutzen-Analyse von Genesys Cloud in Ihrem Unternehmen. Laden Sie die Forrester-TEI-Studie herunter, um zu erfahren, wie Ihr Unternehmen von einem Wechsel in die Cloud profitieren kann. [mktoform cta_header="Herunterladen" cta_button="Studie jetzt herunterladen!" cid_id="7010d000001KhHbAAK"] Der bewährte Migrationsansatz von Genesys Ein Leitfaden für eine einfache Migration mit sicherem ROI [cutoff co_thick="2px"] Eine Customer-Experience-Lösung sollte Ihnen helfen, Ihre Kunden besser kennenzulernen, ihre Bedürfnisse und Wünsche vorherzusehen und zum richtigen Zeitpunkt auf die richtige Art mit ihnen zu kommunizieren. Wenn Sie derzeit nur über eine begrenzte Anzahl von Kanälen und fragmentarische Kundendaten verfügen und zudem ständig an die Grenzen Ihrer Technologien stoßen, beeinträchtigt das höchstwahrscheinlich den Geschäftsbetrieb und die Service-Erfahrung Ihrer Kunden. In diesem Fall sollten Sie sich nach einer zeitgemäßen Lösung umsehen. Die im Contact Center eingesetzte Technologie muss bereitstellen, was die Geschäftsbereiche brauchen, wenn sie es brauchen. Sie sollte sich einfach verwalten lassen und einen Mehrwert bieten, der die Kosten übersteigt – nicht andersherum. Dennoch bleiben viele Unternehmen zu lange bei einer alten Lösung, weil der Wechsel zu einer neuen als zu riskant und aufwendig eingeschätzt wird. Das muss aber nicht so sein. Mit einem klaren Leitfaden für die Migration können Sie die erforderlichen Veränderungen souverän angehen und erfolgreich durchführen. Stellen Sie sich vor, wie es wäre, die Erwartungen Ihrer Kunden und der Kollegen in anderen Geschäftsbereichen zu übertreffen. • Entwerfen Sie eine Lösung. • Meistern Sie die Migration souverän. • Erreichen Sie die gesteckten kommerziellen Ziele. [mktoform cta_header="Holen Sie sich den Executive Brief" cta_button="Jetzt herunterladen!" ar_status="dynamic" cid_id="7010d000000mg6KAAQ"] [this_page_title] [cutoff co_thick="2px"] Ist der Technologie-Stack in Ihrem Contact Center so unübersichtlich, dass Sie nicht wissen, wo Sie mit der Vereinfachung beginnen sollten? In diesem E-Book wird das für die Technologie-Konsolidierung erforderliche Grundwissen vermittelt: Wo Sie am besten beginnen und was Sie berücksichtigen sollten, wenn Sie einen Plan zur Straffung Ihrer Infrastruktur und Technologie entwickeln. Dabei spielen unter anderem die folgenden Aspekte eine wichtige Rolle: Infrastruktur (alte und neue) Vorhandene Technologien und deren Grenzen IT-Support Nutzer-, Schulungs- und Geschäftsanforderungen Wenn Sie planen, Ihr Contact Center demnächst oder in Zukunft zu konsolidieren oder modernisieren, sollten Sie jetzt dieses E-Book lesen, um sich den nötigen Überblick zu verschaffen und sich gut auf den Umstieg auf neue Technologie vorzubereiten. [mktoform cta_header="Herunterladen" cta_button="Jetzt herunterladen!" ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] [this_page_title] [cutoff co_thick="2px"] Der bevorstehende Wechsel zu einer neuen Anwendung kann als kaum zu bewältigende Herausforderung erscheinen, insbesondere, wenn mehrere Funktionen in einer Lösung konsolidiert werden sollen. Doch mit einem soliden Verständnis des erforderlichen Prozesses und etwas Planung ist die Migration oft deutlich einfacher als erwartet. In diesem Leitfaden finden Sie eine Liste der Personen, die Sie identifizieren, und der Aufgaben, die Sie vorab erledigen sollten, um sich auf den erfolgreichen Übergang zu einem cloudbasierten Contact Center vorzubereiten. Mit den vorgestellten Schritten stellen Sie ein internes Projekt-Team zusammen, bewerten den Stand Ihrer Vorbereitungen und treffen wichtige Entscheidungen über die Einrichtung und Inbetriebnahme neuer Contact-Center-Technologie. Jetzt EBook herunterladen und mehr erfahren! [mktoform cta_header="E-Book herunterladen" cta_button="Jetzt herunterladen!" ar_status="dynamic" cid_id="7010d000000mfYmAAI"] E-Book [this_page_title] Branchentrends [cutoff co_thick="2px"] Der Einzelhandel ist im Umbruch. Neue Technologien machen Science Fiction zur Wirklichkeit. Von der künstlichen Intelligenz bis zur sprachaktivierten Suche: Einzelhändler nutzen neue Technologien, um ihren Kunden reibungslose, individuelle Einkaufserlebnisse und ein bislang unvorstellbares Maß an Service zu bieten. Doch nicht nur die Technologie entwickelt sich rasant weiter – die Kundenerwartungen steigen mindestens ebenso schnell an. Ob Ihre Kunden Ihrer Marke treu bleiben, hängt wesentlich davon ab, welche Customer Experience Sie ihnen bieten. Dadurch hat ein Wettrüsten zwischen Einzelhändlern begonnen, das mit jeder neuen Technologie in eine weitere Runde geht, um die Kunden immer aufs Neue zu begeistern. In unserem E-Book finden Sie die zehn wichtigsten aktuellen Branchentrends und Informationen über die Technologien von morgen, die den Einzelhandelsmarkt schon heute umkrempeln. [mktoform cta_header="Herunterladen" cta_button="Jetzt herunterladen!" cid_id="7010d000001KgcXAAS"] Forrester Report [this_page_title] Wenn Jobs durch KI verdrängt werden, erhalten Agenten mehr Wertschätzung [cutoff co_thick="2px"] Bei erstklassigem Kundenservice geht es nicht nur um Kosteneinsparungen und effizientere Betriebsprozesse. Stattdessen steht die systematische Modernisierung etablierter Technologien und bestehender Arbeitsabläufe sowie die bessere Nutzung vorhandener Datenbestände im Vordergrund. Wenn Sie für ein optimales Zusammenspiel von Automatisierung, Daten und Mitarbeitern sorgen, können Sie deren jeweilige Vorteile bestmöglich nutzen, um modernen Kunden ansprechende Service-Erlebnisse zu bieten. Zugleich ermöglichen Automatisierung und künstliche Intelligenz (KI) effizientere Betriebsprozesse. Dadurch wird Ihr Unternehmen in die Lage versetzt, personalisierte Customer Experiences bereitzustellen, neue Umsatzchancen zu nutzen und innovative Geschäftsmodelle zu realisieren. Holen Sie sich diesen Bericht und lesen Sie mehr zu den folgenden Themen: Drei Megatrends des Jahres 2019, auf die sich Service-Experten einstellen müssen, wenn sie die Serviceprozesse mit KI modernisieren möchten Der radikale Wandel der Personalstruktur im Contact Center und der Trend zum „Super-Agenten“ Bessere Geschäftsergebnisse durch künstliche Intelligenz und robotergesteuerte Automatisierung [mktoform cta_header="Forrester Report herunterladen" cta_button="Jetzt herunterladen!" ar_status="dynamic" cid_id="7010d000000mfr5AAA"] [this_page_title] Deutschlands Kunden und ihre Meinung zum Kundenservice [cutoff co_thick="2px"]Im Rahmen einer Studie hat Genesys Konsumenten in Deutschland dazu befragt, was sie am Kundenservice schätzen und was nicht. An der Umfrage haben sich bundesweit 1.000 Erwachsene beteiligt – online, per E-Mail oder SMS.[mktoform cta_header="Herunterladen" cta_button="Jetzt herunterladen!" cms_hold="RG" ar_status="dynamic" cid_id="7010d000000mfM7"] Eine Studie zum aktuellen Stand der Service-Erfahrung Customer Experience heute Forschungsreport [cutoff co_thick="2px"]Die vorliegende Studie zum aktuellen Stand der Customer Experience berichtet über die Erfahrungen von Verbrauchern und Unternehmen im Zusammenhang mit dem Kundenservice. Sie basiert auf einer weltweiten Umfrage, die von einem unabhängigen Marktforschungsunternehmen im Auftrag von Genesys durchgeführt wurde. Sie fasst Erkenntnisse aus der Befragung von 1.900 Verbrauchern sowie über 1.300 geschäftlichen Nutzern in Nordamerika, Europa, Lateinamerika und dem asiatisch-pazifischen Raum zusammen. Bei den Teilnehmern aus Unternehmen handelte es sich unter anderem um Führungskräfte in der IT, im Kundenservice und im Marketing. Laden Sie die Studie herunter, und finden heraus: Was Verbraucher bei Interaktionen mit Unternehmen am meisten schätzen Wie eine positive Service-Erfahrung Kunden dazu bewegt, einem Unternehmen mehr Daten zur Verfügung zu stellen Welche persönlichen Informationen Verbraucher am bereitwilligsten preisgeben Häufige Reibungspunkte und Stolperfallen entlang der Customer Journey [mktoform cta_header="Studie anfordern" cta_button="Jetzt anfordern!" cid_id="7010B000001SdKd"] MIT Technology Review Menschen + Bots: Spannungsfelder und Chancen Wie führende globale Marken menschliche Fähigkeiten und KI kombinieren, um eine enge Kundenbindung aufzubauen und das Wachstum zu fördern [cutoff co_thick="2px"]Unternehmen auf der ganzen Welt nutzen künstliche Intelligenz (KI) für Innovationen, um die Customer Experience zu verbessern und tiefere Beziehungen zu ihren Kunden aufzubauen. Anhand von Umfragen unter 599 Führungskräften aus großen und mittleren Unternehmen aus aller Welt und Einzelinterviews deckt dieser MIT-Bericht auf, dass die am stärksten kundenorientierten Unternehmen KI bereits weitreichend in ihre Infrastruktur für den Kundenkontakt sowie ihre Prozesse für das Management der Customer Experience eingeführt haben. Holen Sie sich den Bericht, um alle Ergebnisse dieser weltweiten Studie zu erhalten. Eine Auswahl der wichtigsten Erkenntnisse: Fast 90 % der Befragten berichteten von messbaren Verbesserungen bei der für die Beschwerdeabwicklung benötigten Zeit; 80 % stellten Verbesserungen hinsichtlich der Menge der bearbeiteten Anfragen mithilfe von KI fest. 80 % der Befragten berichteten von gesteigerter Kundenzufriedenheit, Servicebereitstellung und Contact-Center-Leistung. 60 % der Befragten in Nordamerika sind überzeugt, im nächsten Jahr den Ertrag während der gesamten Kundenbeziehung um 10 % steigern zu können. Europa führt bei der Nutzung von KI zur Steigerung des Bekanntheitsgrades der Marke und zur Förderung von Mitarbeitern im Bereich Customer Experience. Mehr als ein Drittel der Befragten im asiatisch-pazifischen Raum können eine Umsatzsteigerung von über 10 % auf die erhöhte Nutzung von KI zurückführen. Holen Sie sich den MIT-Bericht![mktoform cta_header="Holen Sie sich den MIT-Bericht" cta_button="Informieren Sie sich" ar_status="dynamic" cid_id="7010d000000maXQAAY"] [this_page_title] [cutoff co_thick="2px"]Unterm Strich machen neue Technologien das herkömmliche Contact Center nicht überflüssig, sondern entwickeln es weiter. So wird daraus viel mehr als ein Helpdesk, der Kundenprobleme löst. Mit Selbstbedienungs-Apps, künstlicher Intelligenz, prognostischen Analysen, kanalübergreifenden Abläufen und Mut zum tiefgreifenden Wandel werden immer mehr Contact Center vom Kostengrab zum Profit Center. Das sind für Verantwortliche gute Neuigkeiten. Kenntnisse über diese Technologien und ihr Potenzial können Ihre Karriere voranbringen – denn Ihre Abteilung spielt im Unternehmen somit eine entscheidende strategische und funktionelle Rolle. Oft sind es die Visionäre, die Denker und diejenigen, die einen praktischen Ansatz verfolgen, denen im Kundenkontaktbereich die größten und bedeutendsten Projekte zugestanden werden. Denken Sie also an Ihr Contact Center nicht mehr als Kostenfaktor – machen Sie es zur Umsatzquelle.[mktoform cta_header="Herunterladen" cta_button="Jetzt E-Book anfordern!" cid_id="7010d000000mWJEAA2" landing_id="66240"] Integrierte AI für moderne Kundeninteraktionen [cutoff co_thick="2px"] Bots und Automatisierungsfunktionen zur Unterstützung Ihres Service-Angebots Mit künstlicher Intelligenz (Artificial Intelligence, AI) lassen sich einfache Anfragen schnell bearbeiten und Kundeninteraktionen automatisieren. Aber für bestmögliche Customer Experiences sind AI-Lösungen allein nicht genug. Um mit menschlichen Emotionen umzugehen, braucht es den zwischenmenschlichen Kontakt, den nur Ihre Mitarbeiter bieten können. Aus diesem Grund hat Genesys Kate entwickelt – eine Customer Experience AI, die Ihr Service-Angebot verbessert, Ihre Mitarbeiter unterstützt und Ihre Betriebskosten drastisch reduziert. Dieses nahtlose Zusammenspiel von AI-Technologie und menschlichen Mitarbeitern nennen wir „Integrierte AI von Genesys“. Damit können Sie die gesamte Customer Journey optimieren und so für hervorragende Ergebnisse sorgen. Holen Sie sich unser E-Book zum Thema. Darin erfahren Sie, wie Sie mit Kate und integrierter AI ... Self-Service-Angebote personalisieren, Kundeninteraktionen miteinander verknüpfen, die Mitarbeiter-Erfahrung verbessern und erste, kleinere Automatisierungsprojekte mithilfe von Micro-Apps zügig abschließen. [mktoform cta_header="JETZT HERUNTERLADEN!" cta_button="JETZT HERUNTERLADEN" landing_id="65553" cid_id="7010B000001SfVk"] [this_page_title] [cutoff co_thick="2px"] Kaum jemand würde heute zugeben, dass er oder sie die Cloud nicht nutzt. Doch die meisten Technologie-Experten wissen auch, dass Cloud nicht gleich Cloud ist. Wenn Sie eine neue Lösung für Ihr Unternehmen wählen, ist es wichtig, dass Sie zwischen einer authentischen Cloud 2.0 Anwendung für Ihr Contact Center und herkömmlicher Software unterscheiden. Insbesondere sollten Sie wissen, auf welche Merkmale Sie achten müssen und warum. Laden Sie dieses E-Book herunter und erfahren Sie, ... wie die authentische Cloud 2.0 die Zuverlässigkeit, Skalierbarkeit, Flexibilität und Sicherheit ihrer Vorgänger weit übertrifft. welche Vorteile eine Plattform mit einer Microservices-Architektur bietet. wie Sie mit Hilfe einer skalierbaren, cloudbasierten Contact-Center-Plattform ein neues Niveau von Kundenservice erreichen können. [mktoform cta_header="Holen Sie sich das E Book" cta_button="Herunterladen" landing_id="64890" cid_id="7010B000001ScHE"] Forrester Report 2018 Aktuelle Trends im Kundenservice: So wird der Betrieb schneller und kostengünstiger – und dabei auch menschlicher [cutoff co_thick="2px"] Einfachheit, Effektivität und Emotionen sind die Motoren eines hervorragenden Kundenservice. Doch um den Umsatz zu steigern, müssen die Mitarbeiter in der Anwendungsentwicklung und -bereitstellung aktuelle Trends im Auge behalten. Forrester Research hat für das Jahr 2018 zehn Trends im Kundenservice für Anwendungsentwicklung und -bereitstellung und andere den Kundenservice unterstützende Funktionen ermittelt. Bevor Sie Ihre Strategie zur Verbesserung der Servicequalität planen, lesen Sie diesen Forrester-Bericht von Vice President und Principal Analyst Kate Leggett. Darin erfahren Sie, welche Investitionen unbedingt notwendig sind und welche Vorteile die folgenden Strategien bringen: Konzentration auf Kontext und Art der Anfrage, um die bestmögliche Service-Erfahrung bereitzustellen Nutzung von Automatisierung und künstlicher Intelligenz, um neue Umsatzquellen zu erschließen und den Betrieb umzustellen Untersuchung neuer Arbeitsmodelle, um in einer digitalen Welt mehr menschliche Verbindungen zu erreichen [mktoform cta_header="Jetzt herunterladen!" cta_button="Jetzt herunterladen" landing_id="64900" cid_id="7010B000001ScOF"] Die Cloud in kleinen Contact Centern: die Stunde der Wahrheit [cutoff co_thick="2px"]Warum gerade mittelständische Unternehmen ein cloudbasiertes Contact-Center wählen sollten Die Kundenerwartungen steigen ständig. Inzwischen möchten Kunden jederzeit und von jedem Ort mit Unternehmen kommunizieren. Einige bevorzugen Chat, andere sind in sozialen Medien aktiv und erwarten prompte Antworten auf ihre Posts. Und wiederum andere möchten alles von ihren Mobilgeräten aus erledigen. Sie erwarten zudem einen Service, der sowohl konventionelle als auch neue Kanäle unterstützt. Die Herausforderung dabei ist jedoch für mittelständische Unternehmen: Ihre traditionellen Contact-Center-Ressourcen reichen oftmals dafür technologisch nicht aus. Verantwortliche befürchten, dass deshalb gewaltige Investitionen auf sie zukommen, um ihren Service und die Erwartungshaltung der Kunden miteinander in Einklang zu bringen. Allerdings: Hier irren sie sich; für ihre Zielgruppe eignet sich hervorragend ein cloudbasiertes Contact-Center. Dabei stellt ein Drittanbieter Contact-Center-Funktionen und -Anwendungen über das Internet bereit. Dessen Kunden wählen aus dem Angebot an sprach- und datenbasierten Anwendungen und Services lediglich das aus, was sie konkret benötigen, und zahlen auch nur für das, was sie tatsächlich nutzen. Kosten für die Anschaffung und Wartung eigener Hardware entfällt. Dadurch werden Betriebskapital und Ressourcen für andere Bereiche freigesetzt. Im Ergebnis können die Anwender derart ihre Geschäftsprozesse vereinfachen und Kosten einsparen, ohne Kompromisse bei der Funktionalität eingehen zu müssen. Die Consultants von PwC haben dazu in einer Studie herausgefunden: Bislang aufwendig zu konfigurierende beziehungsweise zu implementierende Services wie Omnichannel Customer Experience, individualisierbare Sprachdialogsysteme oder Persona- und Skill-basiertes Routing können damit kostengünstiger genutzt werden und gegebenenfalls auch zu einer Senkung der operativen Kosten führen. All diese Vorteile haben in den vergangenen fünf Jahren zu einem gewaltigen Anstieg der Anzahl cloudbasierter Contact Center geführt. Das ist jedoch nicht der einzige Grund, warum immer mehr Unternehmen darauf zurückgreifen. Denn Cloud-Lösungen können auch die Customer Experience verbessern. Die Ovum-Studie „United States SoHos and SMEs: Digital Skills and Needs“ bereits aus dem Jahr 2016 zeigt, dass bessere Kundeninteraktionen gerade für viele kleinere Unternehmen oberste Priorität haben. Eine positive Customer Experience gilt in allen Branchen als erheblicher Wettbewerbsvorteil. Kleine und mittelständische Unternehmen haben im Wettbewerb mit größeren Unternehmen einen wichtigen Vorteil: Sie können ihren Kunden eine hervorragende Service-Erfahrung bieten. Große Unternehmen haben Mitarbeiter und Systeme, um „so zu tun“, als würden sie jeden Kunden persönlich kennen. Doch nur in kleinen Unternehmen ist dies tatsächlich der Fall. Wenn es gelingt, dieses Wissen zur Grundlage einer maßgeschneiderten Customer Experience zu machen, können sie die Kundentreue und den Umsatz steigern und deutlich engere Beziehungen zu ihren Kunden aufbauen. Fazit: Deutschland ist eine „Service-Ökonomie“ geworden, berichten die PwC-Consultants. Längst sei die Bruttowertschöpfung durch Dienstleistungen höher als die des produzierenden Gewerbes. Einen großen Anteil daran haben bereits heute cloudbasierte Technologien, und das wird bereits mittelfristig immer mehr werden – aus gutem Grund.[mktoform cta_header="Holen Sie sich das E Book" cta_button="Herunterladen" landing_id="64301" cid_id="7010B000001SasS"] Neue Trendstudie: Kundendialog 2025 Der Dialog zwischen intelligenten Systemen [cutoff co_thick="2px"]Wie werden wir in 7 Jahren mit Unternehmen kommunizieren? Gemeinsam mit seinen Partnern Genesys und IBM hat der der 2b AHEAD ThinkTank mit „Kundendialog 2025 – Der Dialog zwischen intelligenten Systemen“ eine wissenschaftliche Studie dazu veröffentlicht. Sie untersucht den Wandel im Kommunkationsverhalten von Kunden und arbeitet Strategien zur Vorbereitung auf gravierende Veränderungen im Bereich des Kundendialogs heraus. Aus dem Inhalt: 1. Wie sich die Bedürfnisse des Kunden wandeln - individuell, adaptiv, prädiktiv 2. Data Thinking - Der Wert des Kundendialogs 3. Die Bots des Kunden – Wie der Kunde 2025 kommuniziert 4. Künstliche Intelligenz auf Unternehmensseite – Wie Unternehmen 2025 kommunizieren 5. Civilization of Bots – Interbot-Kommuniaktion 6. Strategieempfehlungen für den Kundenservice von morgen Der ideale Kundendialog der Zukunft bedeutet für Kunden maximale Individualisierung bei minimalem Aufwand. Das Kommunikationsverhalten von Kunden ist sowohl von individuellen und situativen Entscheidungen geprägt. Sie erwarten auf der einen Seite Individualität und Menschlichkeit auf der anderen Einfachheit, Geschwindigkeit und Automatisierung. Aber nicht jeder Kunde ist gleich. Nicht jeder Kunde hat dieselben Konsum- und Kommunikationsbedürfnisse in derselben Ausprägung. Vielmehr gibt es unterschiedliche Kunden mit unterschiedlichen Ansprüchen. Das ist nicht neu: seit Jahrzehnten werden Kunden in Bedürfnisgruppen eingeteilt, welche zu Kundensegmenten zusammengefasst werden. Mit der rasant zunehmenden Verlagerung von Geschäftsmodellen in die digitale Welt verliert diese Segmentierung immer mehr an Bedeutung. Anstelle von Segmenten werden Individuen stehen. Guter Kundendialog bedeutet damit für Unternehmen einen erheblichen zeitlichen und vor allem finanziellen Aufwand. Kundendialog ist teuer. Aber: Je größer die Individualisierung, desto zielgerichteter die Interaktion und desto höher der Gewinn aller Beteiligten. Effizient läßt sich dies nur durch den Einsatz von künstlichen Intelligenzen bewerkstelligen. Lesen Sie hier, die ausführlichen Ergebnisse der Studie und welche Strategien Ihnen zur Verfügung stehen, um sich auf die Zukunft vorzubereiten.[mktoform cta_header="Jetzt einfach herunterladen!" cta_button="Senden" ar_status="dynamic" cid_id="7010B000001SVW0"] Ovum-Entscheidungsmatrix für die Auswahl eines cloudbasierten Multichannel-Contact-Centers Die Wahl der richtigen Multichannel-Lösung war nie eindeutiger. [cutoff co_thick="2px"]Angesichts der zahlreichen Optionen, die der äußerst dynamische Markt für cloudbasierte Contact Center bietet, ist die Suche nach der richtigen Lösung für Ihr Unternehmen eine Herausforderung. Vergleichen Sie mithilfe der „Ovum-Entscheidungsmatrix für die Auswahl eines cloudbasierten Multichannel-Contact-Centers, 2017–18“ ganz einfach die führenden Anbieter von Contact-Center-Lösungen anhand ihrer Fähigkeit, umfassende Funktionen für das Routing von Anrufen und kanalübergreifenden Kundenservice in der Cloud bereitzustellen. Außerdem erfahren Sie, warum Genesys als „Leader“ eingestuft wurde, der Lösungen für Unternehmen jeder Größe und in allen Branchen weltweit bietet. In der Ovum-Entscheidungsmatrix finden Sie: eine Gegenüberstellung cloudbasierter Contact-Center-Lösungen basierend auf einer Bewertung ihrer Technologieplattformen einen Vergleich der Anbieter anhand ihrer Fähigkeit, kanalübergreifende Kundeninteraktionen zu unterstützen und mittels Analysen Verbindungen zwischen Kunden- und Unternehmensdaten herzustellen eine Analyse des Markteinflusses jedes Anbieters und die Gründe dafür, warum Genesys als „Leader“ eingestuft wurde [mktoform cta_header="Holen Sie sich die Ovum-Entscheidungsmatrix" cta_button="Jetzt herunterladen!" landing_id="63470" cid_id="7010B000001SW7L"] Zehn Faktoren, die bei der Umstellung auf ein cloudbasiertes Contact Center zu beachten sind [cutoff co_thick="2px"]Ausgereifte Cloud-Plattformen unterstützen die reibungslose Migration unternehmenskritischer Systeme in die Cloud. Dadurch wird deren Flexibilität und Skalierbarkeit gesteigert und es winken deutliche Kosteneinsparungen. Wie kann sich Ihr Unternehmen diese Vorteile sichern? Welche Schritte sind nötig, um den unvermeidbaren Umstieg auf ein cloudbasiertes Contact Center einzuleiten? Durch die Wahl des richtigen Contact-Center-Partners können Sie die Umstellung auf cloudbasierte Customer Journeys erfolgreich gestalten.Wissen Sie, wie Sie den richtigen Partner für die Migration finden können? Dieses E-Book nennt zehn Kriterien, die bei der Wahl eines Partners für den Wechsel zu einem cloudbasierten Contact Center zu beachten sind. Wenn Sie sich ein genaues Bild von den Anforderungen Ihres Unternehmens, den Fähigkeiten Ihres potenziellen Partners und der Übereinstimmung zwischen dessen Vision und ihren Unternehmenszielen machen, wird Ihnen dies bei der langfristigen Sicherung Ihres geschäftlichen Erfolgs helfen.[mktoform cta_header="HOLEN SIE SICH DAS E-BOOK" cta_button="HERUNTERLADEN" landing_id="63364" cid_id="7010B000001SVWU"] Der unverzichtbare Leitfaden zur Contact-Center-Modernisierung [cutoff co_thick="2px"]Ihr Leitfaden zur Bewertung, Auswahl und Modernisierung von Contact-Center-Technologien für eine hervorragende Customer Experience Was genau ist ein modernes Contact Center? On-Premise oder in der Cloud –im eigentlichen Sinne modern ist ein Contact Center dann, wenn es die Customer Experience Ihrer Kunden verbessert. Die Modernisierung sollte also vorrangig auf die Unterstützung all jener Kommunikationswege abzielen, über die Ihre Kunden mit Ihrem Unternehmen interagieren möchten. Durch ein Upgrade Ihres Contact Centers verschaffen Sie sich echte Wettbewerbsvorteile. Wenn Sie Ihre Kunden über sämtliche Interaktionen hinweg konsistent, nahtlos und personalisiert unterstützen wollen –vom Self-Service-Angebot bis hin zur direkten Kommunikation mit Ihren Mitarbeitern im Kundenservice –, werden Sie schnell zu dem Schluss kommen, dass Sie Ihr Contact Center modernisieren müssen, damit es Omnichannel-Interaktionen unterstützt. Möchten Sie ... die Kundenzufriedenheit verbessern? Ihre Kosten senken? das Wachstum ankurbeln? die Motivation Ihrer Mitarbeiter verbessern? Holen Sie sich das E-Book und bieten Sie Ihren Kunden in kürzester Zeit eine personalisierte Omnichannel-Erfahrung, bei der alle Interaktionen an die jeweilige Customer Journey angepasst sind. [mktoform cta_header="HOLEN SIE SICH DAS E-BOOK" cta_button="HERUNTERLADEN" landing_id="63356" cid_id="7010B000001SVWA"] Ein Lösungsvorschlag für das Desktop-Debakel im Contact Center [cutoff co_thick="2px"]Das Dilemma des Mitarbeiter-Computer-Debakel ist keine unlösbare Aufgabe. Durch die Zusammenführung der zahlreichen von Ihren Mitarbeitern genutzten Anwendungen können Sie Ihre Kundendaten konsolidieren und Ihre Customer Experience um einiges verbessern. Ein All-in-One Mitarbeiter-Desktop ist die Grundlage für ein Unternehmen, das digital gesehen reif und kundenorientiert ist. Das trifft vor allem zu, wenn dieser Desktop teil Ihrer allgemeinen Strategie für den Übergang zu Omnichannel-Kundenservice ist. Eine einheitliche Desktop-Lösung ist nicht nur kurzfristig sinnvoll, sie ist auch eine gute Basis für die Zukunft Ihres Unternehmens. Unser E-Book behandelt die folgenden Themen: Wie eine konsolidierte Übersicht die „ideale“ Customer Journey fördert. Wie Sie die richtigen Tools zur Unterstützung Ihrer Mitarbeiter auswählen und die Vorlieben Ihrer Kunden und Ihre individuellen Geschäftsziele in Einklang bringen. Wie ein einheitlicher All-in-One-Desktop die Umsetzung einer Omnichannel-Strategie unterstützt. [mktoform cta_header="HOLEN SIE SICH DAS E-BOOK" cta_button="HERUNTERLADEN" landing_id="63354" cid_id="7010B000001SUqn"] Contact-Center-Kosten und die Cloud Migrieren Sie Ihr Contact Center ohne Bedenken in die Cloud [cutoff co_thick="2px"]Wenn Sie nach dem richtigen Bereitstellungsmodell für Ihr Contact Center suchen, können Ihnen wirtschaftliche Kriterien bei der Auswahl der richtigenLösung für Ihr Unternehmen helfen. Cloud, On-Premise oder Hybrid. Noch vor wenigen Jahren zweifelten viele Entscheidungsträger an der Rentabilität einer Migration ihres Contact Centers und anderer unternehmenskritischer Systeme in die Cloud. Doch mittlerweile entscheiden sich immer mehr Unternehmen für eine cloudbasierte Lösung. Gründe hierfür sind die gesunkenen Kosten und verbesserte Sicherheit cloudbasierter Services. Dieses E-Book behandelt die verschiedenen Kriterien, die die Entscheidung zwischen einer Cloud-und einer On-Premise-Lösung beeinflussen können, darunter: die Größe Ihres Contact Centers und Unternehmensanforderungen wie das Customer Journey Management der Standort und die Anzahl der von Ihrem Unternehmen verwalteten Contact Center Ihre Anforderungen in Sachen Skalierbarkeit, Bereitstellungsgeschwindigkeit und Wartungsaufwand Lesen Sie unser E-Book noch heute![mktoform cta_header="HOLEN SIE SICH DAS E-BOOK" cta_button="HERUNTERLADEN" landing_id="63183" cid_id="7010B000001SUqd"] Genesys Cloud Demo: Erfahren Sie, wie Genesys Cloud Kundenbeziehungen vereinfacht [cutoff co_thick="2px"]Kundenbeziehungen können komplex sein. Doch das ist nicht unvermeidlich. Sie benötigen eine einfache, zukunftssichere Lösung für die Kundeninteraktion und eine effektivere Zusammenarbeit Ihrer Mitarbeiter. Momentan verwalten Sie vermutlich eine unüberschaubare Zahl an Kanälen und Tools – ohne die Einblicke zu erhalten, die Sie für nahtlose Interaktionen benötigen. Das ist kompliziert, teuer und frustrierend. Genesys Cloud vereinfacht Kundenbeziehungen. Die modernste All-in-One-Cloudplattform verknüpft Telefon, E-Mail, Chats und soziale Medien. So erhalten Sie den ersehnten Überblick und erzielen die gewünschten Ergebnisse. Eine Plattform für die Vernetzung Ihrer Mitarbeiter, Kundeninteraktionen über sämtliche Kanäle und alle unternehmenskritischen Tools. Zufriedenere Mitarbeiter, die Ihren Kunden mit den richtigen Tools großartigen Service bieten. Stärkere Kundenbeziehungen, die Ihr Unternehmenswachstum fördern. Genesys Cloud ist einfach in Ihr Unternehmen zu integrieren. Mehr erfahren Sie in unserer 10-minütigen Genesys Cloud Demo Video.[mktoform cta_header="Demo-Video ansehen" cta_button="Jetzt ansehen" landing_id="62757" cid_id="7010B000001SSNK"] Infographic_IT_5 ways technology is shaping the future of the retail contact center-v3 [this_page_title] [cutoff co_thick="2px"]Verwaiste Innenstädte. Leere Shopping-Center. Überall auf der Welt greift es um sich: Nichts los auf den Straßen, wo einst Kunden flanierten. Das stimmt natürlich so nicht – noch nicht. Aber wie jede andere Branche ist auch der Einzelhandel Veränderungen unterworfen. Um den Kunden der Zukunft zu bedienen, muss sich das Endkunden-Contact-Center weiterentwickeln. Denn: In einer Welt extrem hoher Qualitätsansprüche, in der Ergebnisse genauestens verglichen werden, besteht die einzige Möglichkeit, diese Angebote wirklich auseinander zu halten, im Vergleich des Kundenservice – und das ist Ihr Metier. Sie werden zukünftig eine Schlüsselrolle spielen.[mktoform cta_header="Herunterladen" cta_button="Jetzt informieren!" cid_id="7010d000000mWJJAA2" landing_id="66238"] 3 Vorteile eines kundenorientierten „Ökosystems“ gegenüber einem zusammengeschusterten „Frankenstack“ [cutoff co_thick="2px"]Langsam setzt sich die Erkenntnis durch, dass sich die Komponenten einer Kundenservicelösung gegenseitig unterstützen sollen, anstatt den Mitarbeitern und IT-Profis den letzten Nerv zu rauben. Bei dieser neuen Denkweise lässt man den Stack zugunsten eines „Ökosystems“ hinter sich. Die neue Metapher beschreibt ein System, das sich harmonisch weiterentwickelt und intuitiv auf neue An- und Herausforderungen reagiert – ein System eben, in dem sich alle Anwendungen, Datenquellen und Prozesse nahtlos in ein größeres Ganzes einfügen.[mktoform cta_header="Herunterladen" cta_button="Jetzt herunterladen!" cid_id="7010d000000mWJ9AAM" landing_id="66236"] Die Checkliste: 6 Fragen zum Upgrade Ihres Contact Centers [cutoff co_thick="2px"]Angesichts der erheblichen Veränderungen, die sich auf Contact Center, z.B. im Einzelhandel auswirken, überrascht es nicht, dass sich Manager aller Abteilungen zuerst fragen: Wo soll ich anfangen? Diese 6-Punkte-Checkliste von Genesys weist Ihnen den Weg.[mktoform cta_header="Report sichern" cta_button="Jetzt herunterladen" landing_id="66242" cid_id="7010d000000mWJdAAM"] In sieben Schritten zu bahnbrechendem digitalen Kundenservice [cutoff co_thick="2px"]Moderne Contact Center unterstützen eine ganze Reihe digitaler Kanäle – E-Mail, Text- und Videochat, Co-Browsing, soziale Medien – über verschiedene digitale Touchpoints (internetfähige Geräte oder Mobilgeräte). Doch meist mangelt es an der Fähigkeit, die verschiedenen Interaktionsschritte zu einem durchgängigen Workflow zusammenzufügen, um jedem Kunden einen personalisierten und kontextbasierten Service zu bieten. Holen Sie sich noch heute dieses E-Book und lesen Sie, wie Sie … eine erfolgreiche Strategie für die Ihre digitale Kundeninteraktion entwickeln, Ihren Mitarbeitern im Contact Center einen 360°-Blick auf den Kunden über alle digitalen und sprachbasierten Kanäle hinweg verschaffen, gany einfach kanalübergreifenden, personalisierten, kontextbasierten und unkomplizierten Kundenservice bieten können [mktoform cta_header="Termin vereinbaren" cta_button="Herunterladen" ar_status="dynamic" cid_id="7010B000001SMAq"] Nicht alle Customer-Experience-Plattformen sind gleich [cutoff co_thick="2px"]Die Auswahl der richtigen Technologie für das Design und die Koordination von Kundeninteraktionen über alle digitalen und Voice-Kanäle hinweg ist eine die Grundvoraussetzung für die Erfüllung moderner Kundenansprüche der Erwartungen, die moderne Kunden hinsichtlich eines mühelosem kanalübergreifendem Service haben. Lesen Sie dieses E‑Book, um sich über die folgenden Punkte zu informieren: Steigerung der Mitarbeitereffizienz und Bereitstellung einer individuellen Service-Erfahrung für Ihre Kunden durch Modernisierung Ihrer Contact-Center-Infrastruktur Koordination kanalübergreifender Customer Journeys über eine einzige Plattform für alle digitalen und Voice-Kanäle Beurteilung der fünf wichtigsten Features einer Customer-Experience-Plattform [mktoform cta_header="Termin vereinbaren" cta_button="Herunterladen" ar_status="dynamic" cid_id="7010B000001SMAg"] Beleuchten Sie die zehn meistverbreiteten Mythen über Omnichannel Kundenservice [cutoff co_thick="2px"]Aus den Callcentern früherer Zeiten sind Multichannel Contact Center geworden und einige haben sich zu Omnichannel-Centern für Kundeninteraktionen entwickelt. Entscheidungsträger sollten den Unterschied zwischen „Multichannel“ und „Omnichannel“ verstehen, um die kanalübergreifende Service-Erfahrung zu entwickeln und bereitzustellen, die moderne, technikaffine Kunden erwarten. Lesen Sie dieses E-Book, in dem wir den zehn meistverbreiteten Mythen über Omnichannel Kundenservice auf den Grund gehen, darunter: Multichannel Contact Center und Omnichannel Contact Center sind dasselbe. Die Omnichannel-Interaktionen liegen in der Verantwortung von CRM. Die Implementierung von Omnichannel-Kundeninteraktion ist zu komplex und zu kostenintensiv. [mktoform cta_header="Holen Sie sich das E Book" cta_button="Herunterladen" ar_status="dynamic" cid_id="7010B000001SMAl"] Fünf entscheidende Voraussetzungen an die Service-Erfahrung in einem hochvernetzten Zeitalter [cutoff co_thick="2px"]Kunden erwarten heute, dass ein Kundenservice alle Kanäle unterstützt, die sie nutzen. Wenn Sie keine nahtlosen, kanalübergreifenden Customer Experiences bieten oder nur mit Schwierigkeiten neue digitale Kanäle wie mobile Apps, soziale Medien und andere Internetanwendungen integrieren können, laufen Sie Gefahr, ins Hintertreffen zu geraten. Einige Unternehmen versuchen, mit veralteter Technologie und einem Flickwerk aus Insellösungen einen kanalübergreifenden Service bereitzustellen. Aber das muss nicht sein! Dieses E‑Book bietet Antwort auf die folgenden Fragen: Warum ist es der falsche Ansatz, neue Kanäle in eine veraltete Infrastruktur zu zwängen? Wie machen Sie Ihre Customer-Experience-Lösung fit für die Zukunft? Wie können Sie mit einem integrierten Ansatz Ihre Kennzahlen verbessern und die Betriebskosten senken? [mktoform cta_header="Holen Sie sich das E Book" cta_button="Herunterladen" ar_status="dynamic" cid_id="7010B000001SMAb"] Wie weltweite Marktführer mit der perfekten Balance aus Talenten und Technologie für eine erstklassige Customer Experience sorgen [cutoff co_thick="2px"]Global agierende Unternehmen, die höchste Ansprüche an ihren Kundenservice stellen und ihren Markenwert auf einem konstant hohem Niveau halten möchten, benötigen eine umfassende Suite an CX-Technologien, die sich problemlos implementieren und managen lässt. Allerdings widerstehen die Spitzenreiter in puncto Customer Experience der Versuchung, immer neue technologische Lösungen zur Verbesserung der Effizienz ihrer Serviceprozesse einzuführen – und genau das unterscheidet sie vom Mitbewerb. Den Entscheidungsträgern der führenden Unternehmen ist bewusst, dass sie nicht nur in neue Technologien, sondern auch in ihre Mitarbeiter investieren müssen. Das ist die zentrale Erkenntnis der weltweiten Umfrage, die MIT Technology unter etwa 550 Unternehmensvertretern in leitenden Positionen durchgeführt hat. Im Mittelpunkt standen dabei die Fragen, welche Faktoren die Gestaltung der CX-Prozesse der Unternehmen beeinflussen und welche Tools und Strategien zur Bewältigung der Herausforderungen in diesem Bereich sowie zur kontinuierlichen Verbesserung der Kundeninteraktion eingesetzt werden. In diesem Report erfahren Sie alles Wissenswerte über: die Strategien, die Unternehmen mit Kultmarken von anderen Unternehmen unterscheiden die je nach Marktreife und Kundenerwartungen regional variierenden CX-Strategien der Unternehmen das Innovationsmanagement und die technologische Modernisierung in Unternehmen mit Kultmarken die nötigen Investitionen in Talente und Technologien, mit denen Kultmarken an der Spitze bleiben [mktoform cta_header="Jetzt herunterladen" cta_button="Bericht herunterladen" ar_status="dynamic" cid_id="7010B000001SHx1"] Bieten Sie Ihren Kunden eine hervorragende Customer Experience? [cutoff co_thick="2px"] Die Cloud bietet KMU nutzerfreundliche Lösungen für den geschäftlichen Erfolg Kleine und mittelständische Unternehmen haben verglichen mit größeren Unternehmen einen klaren Vorteil: Sie können ihren Kunden die bestmögliche Service-Erfahrung bieten. Die Geschäftsführer in Unternehmen wissen, dass Kunden heute mit einem Wisch auf ihrem Mobilgerät abwandern können. Sie wissen aber auch, dass Kunden mit Unternehmen am liebsten auf dem Kanal ihrer Wahl interagieren – sei es in sozialen Medien, über ein Mobilgerät oder über herkömmlichere Kanäle. Laden Sie diesen Report herunter, um zu erfahren, ... Wie Sie mit einem cloudbasierten Modell Omnichannel Customer Experiences bereitstellen Auf welche Weise Sie Ihre Mitarbeiter dabei unterstützen können, Ihren Kunden die bestmögliche Service-Erfahrung zu bieten Wie Sie die Vorteile einer cloudbasierten All-in-One Lösung für Ihr Contact Center nutzen. [mktoform cta_header="Bericht von Frost & Sullivan abrufen" cta_button="Jetzt lesen" ar_status="dynamic" cid_id="7010B000001gKE1"] Die Flexibilität des Kundenservice durch cloudbasierte Contact Center erhöhen [cutoff co_thick="2px"] Damit sich Ihr Unternehmen im Zeitalter der Kundenorientierung gegen den Mitbewerb behaupten kann, wird es immer wichtiger, den Kunden die Möglichkeit zu geben, über den Kanal ihrer Wahl mit Ihrem Kundenservice in Kontakt zu treten. Mit einem cloudbasierten Contact Center verfügen Sie über eine flexible Plattform, die es Ihnen ermöglicht, sich voll und ganz auf einen hervorragenden Kundenservice zu konzentrieren, statt auf die Technologie. Mittlerweile sind auf dem Markt immer umfangreichere Softwarepakete für das Contact Center Interaction Management (CCIM) erhältlich, die von den Anbietern „as a Service“ bereitgestellt werden. In diesem Forrester-Report erfahren Sie mehr über die folgenden Themen: Warum es immer mehr stichhaltige Argumente für ein cloudbasiertes Contact Center gibt. Wie Sie Vorbehalten gegenüber Änderungen beim CCIM begegnen können. Welche Anforderungen Sie an den Anbieter Ihres cloudbasierten Contact Centers stellen sollten. [mktoform cta_header="Den Forrester-Report herunterladen" cta_button="Jetzt lesen!" ar_status="dynamic" cid_id="7010B000001gKDc"] Die Gesamtbetriebskosten von Contact-Center-Plattformen aus der Cloud und On-Premise Ein Vergleich der Kosten für die Bereitstellung der Technologie-Infrastruktur über fünf Jahre [cutoff co_thick="2px"] Die Gesamtbetriebskosten (TCO) sind ein wesentlicher Faktor, wenn die Vor- und Nachteile eines cloudbasierten Contact Centers mit denen einer On-Premise Lösung verglichen werden. Diesem Report zufolge liegen die durchschnittlichen Kosten für ein Contact Center mit 50 Arbeitsplätzen bei der Nutzung einer Cloud-Plattform im ersten Jahr um etwa 150.000 USD und im fünften Jahr um bis zu 300.000 USD niedriger. Darüber hinaus behandelt der Ovum-Report die folgenden Themen: Welches Bereitstellungsmodell für kleine, mittelgroße und große Contact Center bei geringen, mittleren oder hohen Anforderungen an die technische Ausstattung am besten geeignet ist Wieso cloudbasierte Systeme wesentlich schneller bereitgestellt und flexibler an wechselnde geschäftliche Anforderungen angepasst werden können Wie die Bereitstellung in der Cloud den Innovationszyklus beschleunigt [mktoform cta_header="Laden Sie den Ovum-Report herunter" cta_button="Informieren Sie sich" ar_status="dynamic" cid_id="7010B000001gKEG"] Fünf Technologietrends, die die Customer Experience neu gestalten [cutoff co_thick="2px"] Wir haben Analysten und Branchenführer nach den wichtigsten aktuellen und künftigen Trends im Bereich Kundeninteraktion gefragt. Angefangen bei modernen Technologien wie Internet of Things (IoT) und Bots bis hin zu neuen Variationen bewährter Ideen lassen sich fünf zentrale Trends zusammenfassen, die den Kundenservice zukünftig bestimmen werden. In diesem E-Book erfahren Sie: Welche fünf Trends den größten Einfluss auf die Service-Erfahrung haben werden Wie Sie die Vorteile des Machine Learning nutzen können, um Muster und Trends zu identifizieren, die Ihnen dabei helfen, Ihre Customer Experience zu revolutionieren Wie Sie Ihr Contact Center fit für die Zukunft machen und mit den sich ständig wandelnden Kundenanforderungen Schritt halten [mktoform cta_header="Kostenloses E-Book" cta_button="Jetzt lesen!" ar_status="dynamic" cid_id="7010B000001gKDX"] Wettbewerbsvorteile mit Genesys Cloud [cutoff co_thick="2px"]Genesys Cloud von Genesys ist eine All-in-One Lösung für die Kundeninteraktion und die unternehmensinterne Zusammenarbeit. Sie lässt sich intuitiv bedienen, zeichnet sich durch ihre Anwenderfreundlichkeit aus und kann zügig bereitgestellt werden. Genesys Cloud wurde speziell dafür entwickelt, Sie dabei zu unterstützen, Ihren Kunden einen konsistenten, nahtlosen und personalisierten Service zu bieten. Die preisgekrönte Cloud-Plattform für Contact Center bietet Unternehmen leistungsstarke Funktionen für die ... Interaktion mit Kunden, Verwaltung von Beziehungen und Erkennung von Trends, Bereitstellung nützlicher Informationen für die Mitarbeiter in Echtzeit, Erzielung von Wettbewerbsvorteilen. Laden Sie unser White Paper herunter, um mehr über die zahlreichen robusten Features und Funktionen von Genesys Cloud zu erfahren.[mktoform cta_header="Lesen Sie noch heute unser White Paper" cta_button="Jetzt herunterladen" ar_status="dynamic" cid_id="7010B000001gKCj"] Kundeninteraktionen in einer hochvernetzten Welt [cutoff co_thick="2px"] Ihre Kunden sind auf vielen Kanälen aktiv. Sorgen Sie dafür, dass Ihr Unternehmen mithalten kann. Die Gewinnung von Neukunden und die Pflege der Beziehung zu Bestandskunden sind mit Zeit und Aufwand verbunden. Wenn Ihre Kunden mit Ihnen in Kontakt treten wollen, können sie dies dann auf dem Kanal ihrer Wahl tun? Angesichts der ständig voranschreitenden Digitalisierung wird es für Unternehmen immer wichtiger, mit ihren Kunden jederzeit über die Kanäle kommunizieren zu können, die die Kunden wünschen – sei es per Telefon, SMS, Chat oder über soziale Medien. In diesem E-Book erfahren Sie mehr zu den folgenden Themen: Kundeninteraktionen in einer hochvernetzten Welt Einfache und effiziente Betriebsabläufe für Kundeninteraktionen Gute Argumente für eine cloudbasierte All-in-One Lösung für Contact Center [mktoform cta_header="Das E-Book herunterladen!" cta_button="Kostenloses E-Book" ar_status="dynamic" cid_id="7010B000001gKDN"] [this_page_title] [cutoff co_thick="2px"] Die Anforderungen Ihrer Kunden sind höher als je zuvor. Die Millennials erwarten einen unkomplizierten, schnellen und konsistenten Service, unabhängig davon, über welchen Kanal der Kontakt mit einem Unternehmen erfolgt. Anstatt eine direkte Lösung für diese Herausforderung zu finden, versuchen manche Unternehmen, ihre veraltete Infrastruktur anzupassen, indem sie einfach neue Kanäle (und Software) nach Bedarf hinzufügen. Wie bei jedem Flickenteppich ist das daraus resultierende Contact Center eine Ansammlung von Insellösungen, die nicht immer zusammenpassen. Es ist an der Zeit, diesen Flickenteppich in seine einzelnen Tools und Prozesse aufzutrennen, um herauszufinden, an welchen Stellen das Contact Center nicht nahtlos funktioniert. Laden Sie sich noch heute das E-Book herunter und lesen Sie, wie Sie … mit einem cloudbasierten Contact Center einen Wettbewerbsvorteil erhalten, eine nahtlose Service-Erfahrung über Voice-Kanäle sowie E-Mail, soziale Medien, Web- und Mobilanwendungen bereitstellen, Ihre Mitarbeiter im Kundenservice mit den richtigen Lösungen in die Lage versetzen, die hohen Erwartungen der Millennials zu erfüllen. [mktoform cta_header="Jetzt lesen" cta_button="Kostenloses E-Book" ar_status="dynamic" cid_id="7010B000001gKD3"] Omnichannel – ein inzwischen unverzichtbares Element im Kundenservice Eine konsistente Customer Experience im Contact Center [cutoff co_thick="2px"] Dem diesjährigen Report der Aberdeen Group über Trends im Bereich Contact Center und Kundenservice zufolge verzeichnen Unternehmen mit einem kanalübergreifenden Kundenservice ein um 25 Prozent höheres jährliches Umsatzwachstum und einen um 55 Prozent größeren Rückgang der Zahl der Kundenbeschwerden. Der Erfolg dieser Unternehmen beruht vor allem darauf, dass sie einen konsistenten und effektiven Omnichannel Kundenservice bereitstellen – unabhängig davon, ob die Interaktionen telefonisch, per E-Mail, über soziale Medien oder andere Online-Kanäle erfolgen. In diesem E-Book erfahren Sie, wie kleine und mittelständische Unternehmen … in einer digital vernetzten Welt die Kundenerwartungen stets erfüllen, ihre Mitarbeiter in die Lage versetzen, einen konsistenten, kanalübergreifenden Kundenservice bereitzustellen, mit einer All-in-One Lösung für cloudbasierte Contact Center für Zufriedenheit bei ihren Kunden sorgen. [mktoform cta_header="Kostenloses E-Book" cta_button="Weitere Informationen" ar_status="dynamic" cid_id="7010B000001gKCt"] Zeitgemäße Service-Erfahrung durch das Internet der Dinge IoT-optimierte Service-Erfahrung und Nutzenversprechen [cutoff co_thick="2px"] Kunden erwarten schnelle Unterstützung. Unternehmen, die Wert auf eine erstklassige Service-Erfahrung legen, müssen Erkenntnisse über ihre Kunden für ihre Geschäftsstrategien nutzen und in ihre täglichen Entscheidungen einfließen lassen. Das Internet der Dinge verbessert die Omnichannel-Service-Erfahrung mit zahlreichen neuen Möglichkeiten. So sind Unternehmen in der Lage, eine ganzheitliche Sicht auf ihre Kunden zu gewinnen. Unternehmen können ihre Geschäftsmodelle mit dem Ziel transformieren, den Wert aus einer erstklassigen Service-Erfahrung für Kunden und Mitarbeiter zu maximieren. Laut Untersuchungen von Frost & Sullivan liegt der Schlüssel zum Nutzenversprechen der IoT-optimierten Service-Erfahrung in dessen Fähigkeit, eine Umgebung per Sensoren zu erfassen und somit die physische Welt zu digitalisieren und die menschlichen Handlungen zu quantifizieren. Viele führende Unternehmen haben bereits IoT-Initiativen zur Verbesserung der Service-Erfahrung eingeführt. Laut der Studie von Frost & Sullivan denken die meisten großen Unternehmen bereits über IoT nach und werden entsprechende Schritte zur Umsetzung von IoT-CX unternehmen. Dabei werden in der Planung der nächsten Schritte in Richtung einer IoT-CX-Strategie sechs Fragen berücksichtigt. Lesen Sie diese in dem kostenlosen Webinar von Frost & Sullivan nach. [mktoform cta_header="White Paper anfordern" cta_button="Jetzt herunterladen" ar_status="dynamic" cid_id="7010B000001gGil"] Nicht alle Customer-Experience-Plattformen sind gleich [cutoff co_thick="2px"] Die Auswahl der richtigen Technologie für das Design und die Koordination von Kundeninteraktionen über alle digitalen und Voice-Kanäle hinweg ist eine Grundvoraussetzung für die Erfüllung der Erwartungen, die moderne Kunden hinsichtlich eines mühelosen kanalübergreifenden Service haben. Lesen Sie dieses E‑Book, um sich über die folgenden Punkte zu informieren: Steigerung der Mitarbeitereffizienz und Bereitstellung einer individuellen Service-Erfahrung für Ihre Kunden durch Modernisierung Ihrer Contact-Center-Infrastruktur Koordination kanalübergreifender Customer Journeys über eine einzige Plattform für alle digitalen und Voice-Kanäle Beurteilung der fünf wichtigsten Features einer Customer-Experience-Plattform [mktoform cta_header="Holen Sie sich das E Book" cta_button="Herunterladen" ar_status="dynamic" cid_id="7010B000001YVQ0"] Roadmap für das Omnichannel Customer Engagement Ein praktischer Leitfaden zur Modernisierung Ihres Contact Center und zur Bereitstellung von Omnichannel Customer Experiences [cutoff co_thick="2px"] Kunden werden immer anspruchsvoller, und eine überzeugende Customer Experience ist inzwischen ein entscheidender Wettbewerbsfaktor. Dies erfordert dringend die Umstellung Ihres Contact Center auf ein Omnichannel Engagement Center. Eine integrierte Customer-Experience-Plattform, die einen multimodalen Kundenservice, ein orchestriertes Routing und das Management von Customer Journeys unterstützt, ist der ideale Startpunkt für den Übergang zu einer Omnichannel CX. Dadurch können Sie das Mitarbeiterengagement sowie die Geschäftsprozesse und -ergebnisse verbessern. Dieses Whitepaper behandelt folgende Punkte: Ermittlung der Ist-Situation und der Voraussetzungen für eine Omnichannel CX Eine integrierte Customer-Experience-Plattform für sämtliche Kanäle als Grundlage für das Omnichannel Customer Engagement Success Stories von vier branchenführenden Unternehmen [mktoform cta_header="Whitepaper anfordern" cta_button="Jetzt herunterladen" ar_status="dynamic" cid_id="7010B000001YSqn"] [this_page_title] [cutoff co_thick="2px"] Für viele Einzelhändler hat die Umsetzung ihrer „Mobile First“-Strategie oberste Priorität, da sich der Trend zum mobilen Einkaufen über Smartphones weiter verstärkt. Zugleich erweitern sie die Anzahl der Kanäle – digitale Kanäle, Ladengeschäfte und Contact Center – und stellen hybride, „phygitale“ Customer Journeys bereit. Diese Entwicklung führt dazu, dass Kunden im Verlauf eines Kaufprozesses zunehmend mehrere Kanäle nutzen. Sie möchten nahtlos zwischen den Kanälen wechseln können, wenn sie Produktinformationen einholen, Produkte vergleichen, einen Artikel kaufen oder im Anschluss an einen Kauf den Kundenservice in Anspruch nehmen. Wie können Sie nun einen konsistenten, personalisierten und effizienten Service bereitstellen, Ihren Kunden eine überzeugende, nahtlose Customer Experience bieten und gleichzeitig den Umsatz steigern? In diesem E-Book erfahren Sie, … Wie Sie Customer Journeys effektiver managen – kanalweise und kanalübergreifend (digital, telefonisch und im Ladengeschäft) Wie Sie proaktiv mit Interessenten und Kunden Kontakt aufnehmen, um die Bearbeitung von Anfragen möglichst reibungslos und Ihr Service-Angebot effizienter zu gestalten Wie Sie durch eine konsistente und kanalübergreifende Customer Experience Ihren Umsatz steigern [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="7010B000001YPZE"] [this_page_title] [cutoff co_thick="2px"] Die jüngsten Entwicklungen hinsichtlich Customer Experience (CX) waren rasant und geradezu bahnbrechend. Kunden sind heute auf digitalen und sprachbasierten Kanälen unterwegs – und oftmals sogar gleichzeitig. Neun Kommunikationskanäle sind in einem typischen Contact Center heutzutage der Standard. Kunden wissen das breite Angebot für die Kommunikation fraglos zu schätzen, erwarten allerdings auch, reibungslos zwischen den Kanälen wechseln zu können. Dieses E-Book thematisiert die Anforderungen für erfolgreiche Kundeninteraktionen in mittelgroßen bis großen Contact-Center-Umgebungen mit 250 bis über 5.000 Arbeitsplätzen. Laden Sie das E-Book noch heute herunter. Die Themen in dem E-Book: Ist Ihr Contact Center Omnichannel-fähig? Acht Fragen schaffen Klarheit. Wie Sie eine nahtlose, personalisierte Customer Experience über sämtliche Interaktionskanäle hinweg bereitstellen Omnichannel Customer Engagement: Rendite und signifikante Vorteile Praxisbeispiele: Ticketmaster, Marks & Spencer und DNB [mktoform cta_header="JETZT REGISTRIEREN" cta_button="" ar_status="dynamic" cid_id="7010B000001YJLH"] Sichere und einfache Kartenzahlung über das Contact Center [cutoff co_thick="2px"] Eine hervorragende Service-Erfahrung beinhaltet, dass Ihre Kunden sich sicher fühlen. Wenn ein Unternehmen über sein Contact Center keine sichere Zahlungsoption anbieten kann, setzt es nicht nur sein Geschäft, sondern auch seine Mitarbeiter und Kunden unnötigen Risiken aus. Hinsichtlich Datenschutz ist die Aufzeichnung von Kundenanrufen, wie sie in Contact Centern beispielsweise zu Schulungszwecken oder zur Verifizierung erfolgt, heikel. Wenn Sie Kreditkartendaten am Telefon erfassen statt über ein PCI-konformes Self-Service IVR, setzen Sie Ihr Unternehmen und Ihre Kunden einem erheblichen Datenschutzrisiko aus. Informieren Sie sich darüber, wie Sie Gespräche aufzeichnen können, ohne dabei sensible Kundendaten zu erfassen. Unser Executive Brief zeigt Ihnen auf, wie Sie Ihr IVR schnell und kostengünstig um eine sichere Kartenzahlungsoption ergänzen – zu Ihrem Schutz und dem Ihrer Kunden. [mktoform cta_header="Herunterladen" cta_button="Executive Brief lesen" ar_status="dynamic" cid_id="701U0000001YB2n"] Auf der Suche nach Lösungen So können Einzelhändler die Customer Experience bestmöglich gestalten [cutoff co_thick="2px"] Der Trend zum Online-Handel rund um die Uhr hat erhebliche Auswirkungen auf die Art und Weise, wie Sie die Anforderungen Ihrer Kunden bedienen. So führt zum Beispiel die Einrichtung einer Web-Chat-Option in manchen Fällen zu einer Verdreifachung der Konversionsrate. Das könnte bedeuten, dass Sie Ihre aktuelle Contact-Center-Strategie einer Prüfung unterziehen sollten. In unserem praktischen Leitfaden untersuchen wir die sich wandelnde Rolle des Contact Center hinsichtlich der Verbesserung der Service-Erfahrung Ihrer Kunden und der Steigerung Ihres Geschäftsergebnisses. Im Einzelnen werden folgende Themen beleuchtet: Wie sich Ladengeschäfte und digitale Umgebungen integrieren lassen Einkaufsabbrüche und mögliche Gegenstrategien Fünf Schritte zu einer besseren Service-Erfahrung [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="7010B000001YGqm"] Steigern Sie proaktiv Ihre Online-Verkäufe [cutoff co_thick="2px"] Einzelhändler tun sich schwer damit, Online-Leads in Abschlüsse zu verwandeln, da Kunden zwischen Websites hin- und herspringen, den Warenkorb als Wunschzettel benutzen und Ihr Angebot mit dem des Mitbewerbs vergleichen. Erfahren Sie, wie Sie Ihren Kunden eine Service-Erfahrung bieten können, die … Kunden lang genug auf Ihrer Website hält, um einen Verkauf abzuschließen, Ihre Anschaffungskosten senkt, auf den Kanälen für eine konsistente Kundeninteraktion sorgt, die Kundentreue und Verkaufsabschlüsse fördert. Laden Sie unser kostenloses White Paper herunter, um zu erfahren, wie Genesys Sie bei der Steigerung Ihrer Online-Verkäufe unterstützen kann: Durch die Kommunikation mit Kunden über deren bevorzugte Kanäle (Voice, Voice Message, Textnachricht und E-Mail) für Vertrieb, Service, Schulung und Kundenumfragen, einschließlich proaktiver Interaktion Durch die Einrichtung attraktiver Interaktionsangebote auf der Website in Form von Chatanfragen (Click-to-Chat), Co-Browsing und über verschiedene andere Kanäle Durch die konsistente, kanalübergreifende Nutzung von Kontextinformationen, damit sich die Kunden bei jedem Schritt begleitet fühlen und den Mitarbeitern im Kundenservice die Informationen bereitgestellt werden, die sie für das Cross- und Up-Selling sowie zum Abschluss der Verkäufe benötigen [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="7010B000001YGqw"] [this_page_title] In diesem Quiz finden Sie heraus, ob Ihr IVR die Beziehung zu Ihren Kunden zerstört [cutoff co_thick="2px"]Nutzt oder schadet es Ihrem Geschäft, wenn Ihre Kunden das IVR-System anrufen? Sind die Kunden nach der Interaktion zufrieden oder eher verärgert? Zufriedene Kunden bleiben Ihrem Unternehmen mit größerer Wahrscheinlichkeit treu – so viel ist klar. Wenn Ihr IVR-System eine hervorragende Customer Experience bieten soll, muss es das Anliegen des Kunden ermitteln, relevante Profil- und Geschäftsdaten abrufen und Business Rules anwenden können, um die Service-Erfahrung zu personalisieren. Beantworten Sie unsere 10 Quizfragen, um herauszufinden, ob Ihr IVR-System das Geschäft ankurbelt oder Ihre Kunden abschreckt.[mktoform cta_header="Jetzt anmelden" cta_button="Abschicken" landing_id="49886" cid_id="701U0000001YB8l"] [this_page_title] [cutoff co_thick="2px"]Moderne Contact Center unterstützen eine ganze Reihe digitaler Kanäle – E-Mail, Text- und Videochat, FAQ-Seiten, Co-Browsing, soziale Medien – über verschiedene digitale Touchpoints (Internet oder Mobilgeräte). Allerdings sind viele Unternehmen nicht in der Lage, die verschiedenen Interaktionsschritte zu einem durchgängigen Workflow zusammenzufügen, um jedem Kunden einen personalisierten und kontextbasierten Service zu bieten. Laden Sie dieses E-Book herunter und erfahren Sie: Wie Sie eine erfolgreiche digitale Engagement-Strategie entwerfen Wie Sie Mitarbeiter im Kundenservice dazu befähigen, über einen 360°-Blick auf die Kunden über sämtliche digitalen Kanäle und sprachbasierten Interaktionen hinweg zu verfügen Wie Sie eine Omnichannel Customer Experience bereitstellen, die personalisiert, kontextbasiert und unkompliziert ist [mktoform cta_header="ANMELDUNG" cta_button="Senden" ar_status="dynamic" cid_id="701U0000001fNMa"] [cutoff co_thick="2px"] Heutzutage beginnen Customer Journeys eher mit einem Webchat, einer SMS, E-Mail oder über eine Social-Media-Plattform als telefonisch. Und wenn technikaffine Kunden zwischen verschiedenen Kanälen wechseln, z.B. vom Chat zum Telefon, erwarten sie eine nahtlose Customer Experience. Laden Sie die Praxistipps, verfasst von Sheila McGee Smith, einer führenden Industrieanalystin im Contact-Center-Bereich, herunter und erfahren Sie: Wie Sie eine nahtlose Customer Experience bereitstellen 5 Tipps für einen digitalen Kundenservice Wie Sie eine Omnichannel Customer Experience bereitstellen, die einen positiven Einfluss auf Ihr Geschäftsergebnis hat [mktoform cta_header="Jetzt registrieren!" cta_button="Jetzt Lesen" ar_status="dynamic" cid_id="701U0000001Y7G0"] Omnichannel, Multichannel, Multimodal – und was genau diese Begriffe bedeuten [cutoff co_thick="2px"]Die heutige Geschäftswelt bringt ständig neue Fachtermini und Schlagwörter hervor. Viele der Begriffe scheinen auf den ersten Blick austauschbar, sind es jedoch bei näherem Hinsehen nicht und führen auch häufig zu Verwirrungen. Das gilt auch im Bereich Customer Experience und Self-Service. Ein Beispiel: Wie beschreiben Sie die Nutzung mehrerer Kanäle, um einen Self-Service bereitzustellen? Was ist der Unterschied zwischen „Multichannel“ und „Omnichannel“? Und zwischen „Multimodal“ und „Multichannel“? Wir machen der Begriffsverwirrung ein Ende. In diesem E-Book erläutern wir die drei Termini und zeigen anhand von Case Studies und Beispielen die Unterschiede der Begriffe auf. Laden Sie das E-Book hier herunter. [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="701U0000001Y7GF"] Nutzen Sie die Vorteile eines Omnichannel Engagement Centers [cutoff co_thick="2px"] Das Genesys Omnichannel Engagement Center ist eine einheitliche Lösung, mit der Sie Ihren Kunden bei allen Customer Journeys eine echte Omnichannel-Erfahrung bieten können. Diese integrierte Plattform bietet Ihnen eine 360°-Ansicht Ihrer Kunden und unterstützt den Entwurf, die Einführung und die Erfolgskontrolle von Customer Journeys. Wenn Sie ab sofort von größerer Kundentreue, höheren Umsätzen und besseren Geschäftsergebnissen profitieren und gleichzeitig die Grundlage für eine nachhaltig erfolgreiche Geschäftstätigkeit schaffen möchten, sollten Sie unbedingt zu Omnichannel wechseln. [mktoform cta_header="Holen Sie sich den Executive Brief" cta_button="Laden Sie ihn am besten gleich herunter!" ar_status="dynamic" cid_id="701U0000001fOBn"] [this_page_title] [cutoff co_thick="2px"] Unternehmenswachstum hängt im Wesentlichen von drei Faktoren ab: den Mitarbeitern, den Geschäftsprozessen und der Technologie. Dennoch beschränken viele Unternehmen ihre Anstrengungen vor allem auf die Geschäftsprozesse und die Technologie. Herkömmliche Tools für das Backoffice-Management – CRM-Systeme sowie Anwendungen zum Workflow-Management und zur Verwaltung der Geschäftsprozesse – sind heute kein entscheidender Wettbewerbsvorteil mehr. Wenn diese Tools Mitarbeitern Aufgaben zuweisen, geht der Gesamtüberblick verloren. Darunter leiden die Effizienz und die Kundenzufriedenheit. Erfahren Sie, wie ein verstärkter Fokus auf Ihre Mitarbeiter bei der Automatisierung von Geschäftsprozessen... die Mitarbeitereffizienz und -zufriedenheit verbessert, Betriebskosten senkt und die Konversionsrate ansteigen lässt. [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="701U00000019wCG"] [this_page_title] [cutoff co_thick="2px"] Bankzweigstellen entwickeln sich zu Beratungsbüros, da Transaktionen zunehmend online und über Mobilgeräte getätigt werden. Welche Innovationen können Sie einführen, um Ihr Zweigstellennetz optimal zu nutzen? Wie kann ein Contact Center zu einer leistungsfähigen Art von Zweigstelle werden? Wie können Sie erreichen, dass Workloads gleichmäßig zwischen Zweigstellen und Contact Centern verteilt werden, um größtmögliche Effizienz zu erreichen? Laden Sie dieses kostenlose Whitepaper herunter. Darin erfahren Sie, wie Geschäftsbanken ihren Kunden mithilfe von Genesys eine bessere Service-Erfahrung bieten: Durch die Bereitstellung einer konsistenten und nahtlosen Service-Erfahrung unabhängig vom genutzten Kommunikationskanal – Internet, Mobilgerät oder persönlich in der Zweigstelle Durch Zugriff für die Mitarbeiter in den Zweigstellen auf den gesamten Kontext jeder Konversation, die der Kunde mit der Bank hatte, unabhängig vom genutzten Kanal Durch das bevorzugte Routing umsatzstarker Kunden an ihren persönlichen Bankberater über den vom Kunden bevorzugten Kanal, unabhängig davon, wo der Berater ansässig ist Durch die bessere Auslastung der Mitarbeiter, indem Interaktionen mit Kunden auf die Zweigstellen und das Contact Center verteilt werden [mktoform cta_header="Jetzt herunterladen" cta_button="Abschicken" ar_status="dynamic" cid_id="701U0000001fNye"] Omnikanal-Kundenservice in der Praxis Herausforderungen und Erfolgsfaktoren am Beispiel der Unicredit Direct Services [cutoff co_thick="2px"] Die digitale Transformation bestimmt immer mehr die Investitionsagenda der Unternehmen in Deutschland. Zu diesem Fazit kommt die von brightONE und Genesys in Auftrag gegebene Studie „Omnikanal-Kundenservice in der Praxis – Herausforderungen und Erfolgsfaktoren am Beispiel der Unicredit Direct Services“ des Analysten- und Beratungshauses PAC. Demnach geht es längst nicht mehr nur um einzelne, abgegrenzte Initiativen, sondern um die Realisierung übergreifender Kundenservice-Strategien. Die PAC-Experten erwarten daher einen kompletten Wandel des Investitionsgeschehens im Contact-Center-Umfeld. Die Fallstudienanalyse untersucht und identifiziert anhand von Experteninterviews mit zentralen Stakeholdern des Projekts die Herausforderungen und Erfolgsfaktoren bei der Umsetzung einer Omnikanal-Lösung. Laden Sie die PAC Fallstudienanalyse „Omnikanal-Kundenservice in der Praxis“ herunter und erfahren Sie, wie Omnichannel-Technologien tradierte Silo-Strukturen ablösen. [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="701U0000001fOas"] [this_page_title] [cutoff co_thick="2px"] Angesichts des verstärkten Wettbewerbs im Bankwesen gehört die Kundenzufriedenheit in immer mehr Unternehmen zu den obersten Prioritäten. Da die Branche sich zunehmend diversifiziert, haben Kunden heute mehr Wahlmöglichkeiten als je zuvor. Eine Omnichannel-Kundeninteraktion eröffnet die Möglichkeit zur Umsatzsteigerung und zur Verbesserung der Kundenzufriedenheit. Eine erfolgreiche Implementierung ist jedoch nicht immer einfach, da Kunden auch während der Umstellung ununterbrochen einen gewohnt guten Kundenservice erwarten. Laden Sie das E-Book herunter, um sich über folgende Themen zu informieren: Wie Sie eine integrierte Omnichannel-Kundeninteraktionslösung bereitstellen Die Bedeutung sozialer Medien für Bankkunden In fünf Schritten zu einer hervorragenden Customer Experience [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="701U0000001fNyZ"] [this_page_title] [cutoff co_thick="2px"] Die Erwartungen heutiger Kunden sind klar: Kundenservice soll einfach, effektiv und auf die individuellen Anforderungen abgestimmt sein. Entsprechend werden die Prioritäten für den Einsatz verschiedener Technologien im Contact Center gesetzt: Einem aktuellen Forrester-Report zufolge wird die Konsolidierung von Queuing, Routing, CRM und Workforce Optimization schon bald eine Verbesserung der Customer Experience (CX) ermöglichen. Im selben Forrester-Report von Kate Leggett finden Sie außerdem: Die 10 wichtigsten Trends im Bereich Kundenservice, die Sie sich zunutze machen sollten Praxisbeispiele, die belegen, dass die Vorreiter in Sachen CX kommerziell erfolgreicher sind als die Mitläufer Praktische Maßnahmen, mit denen Sie sich mit Ihrem Kundenservice von Ihren Mitbewerbern abheben können [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="701U0000001fOad"] [this_page_title] [cutoff co_thick="2px"]Der Wettbewerb in der Reise- und Unterhaltungsbranche wird immer stärker und die Kommunikation mit Ihren Kunden sowie die Kundenbindung wichtiger denn je. Unternehmen, die ihre Kunden über verschiedene Kanäle und Touchpoints vom ersten Kontakt an gleichbleibend gut betreuen, können Kunden gewinnen und halten. Laden Sie dieses E-Book herunter, um sich über die folgenden Themen zu informieren: Warum eine Optimierung der Service-Erfahrung der Schlüssel für Umsatzsteigerungen und maximale Kundenzufriedenheit ist Welche fünf Anforderungen für eine perfekte Service-Erfahrung unbedingt erfüllt sein müssen Wie die Erfüllung dieser Anforderungen dazu beiträgt, gleichbleibend hochwertigen Service bereitzustellen [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="701U0000001fOZz"] [this_page_title] [cutoff co_thick="2px"] Ganz gleich, ob Ihre Kunden Sie per Telefon oder über einen Chat kontaktieren – niemand hört gerne, dass er 26 Minuten warten muss, weil der einzige Mitarbeiter mit den erforderlichen Fähigkeiten zur Bearbeitung des Anliegens derzeit nicht verfügbar ist. Laden Sie dieses E-Book herunter, um sich über die folgenden Themen zu informieren: Sechs Strategien für eine kanalübergreifende Personaleinsatzplanung und Workforce Optimization Effizienzsteigerung durch die Verzahnung von Workforce Management und Contact-Center-Lösung Intelligente, kanalübergreifende Planungs- und Routingstrategien zur Verkürzung der durchschnittlichen Bearbeitungszeit (Average Handle Time, AHT) [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="701U0000001A4WD"] [this_page_title] [cutoff co_thick="2px"] Digitale Kommunikationskanäle und insbesondere Self-Service-Optionen im Internet und auf Mobilgeräten werden bei Kunden immer beliebter. Kunden erwarten heute einen zielführenden, nahtlosen Omnichannel-Kundenservice. Der Forrester Report deckt große Lücken in der Contact-Center-Technologie auf und zeigt, wie Sie die Arbeitsabläufe in Ihrem Contact Center auf die Erwartungen Ihrer Kunden abstimmen können. Der Forrester Report behandelt folgende Themen: Der digitale Imperativ für agentengestützten Kundenservice In sechs Schritten zu einer ein Omnichannel Contact Center Roadmap Die Bedeutung von Investitionen in Omnichannel-Lösungen für ein einheitliches Queuing, Routing und Reporting [mktoform cta_header="" cta_button="" ar_status="dynamic" cid_id="701U0000001fMfW"] Der Business Case für ein Omnichannel Contact Center [cutoff co_thick="2px"] Die meisten Unternehmen bieten inzwischen Kundenservice über mehrere Kommunikationskanäle an. Allzu oft werden diese Kanäle jedoch isoliert voneinander verwaltet und betreut, sodass Kunden den Service als inkonsistent erfahren. Der Einsatz einer Omnichannel-Contact-Center-Lösung verschafft Unternehmen nicht nur einen erheblichen Wettbewerbsvorteil, sondern verbessert auch die Erfahrung und Zufriedenheit ihrer Mitarbeiter und ihrer Kunden. Laden Sie unsere Praxistipps herunter, um sich über die elf Kennzahlen zu informieren, die Sie in Ihrem Business Case für einen Omnichannel-Kundenservice anführen sollten. dazu gehören: 50 % weniger Bearbeitung derselben Anfragen auf verschiedenen Kanälen Über 20 % höhere Erstabschlussquote (FCR) 15 % höhere Kundenzufriedenheit (CSAT) [mktoform cta_header="Jetzt registrieren!" cta_button="Jetzt Lesen" ar_status="dynamic" cid_id="701U0000000Voyd"] Best Practices für eine nahtlose Omnichannel Customer Experience [cutoff co_thick="2px"] Verantwortliche im Kundenservice stehen vor einer großen Herausforderung: Sie müssen kanalübergreifende Kundeninteraktionen aus dem Blickwinkel ihrer Kunden sehen, das heißt als eine zusammenhängende Konversation. Unternehmen, die über alle Touchpoints hinweg eine nahtlose Omnichannel Customer Experience (CX) bieten können, haben einen erheblichen Wettbewerbsvorteil, der sich in größerer Kundentreue und höheren Profiten manifestiert. Laden Sie dieses E-Book herunter, um sich über die folgenden Themen zu informieren: Sechs Best Practices für das Design und die Umsetzung einer Omnichannel CX Durchführung der Vergleichsanalyse zwischen dem Ist- und Sollzustand der Customer Journey Implementierung der neuen Customer Journey [mktoform cta_header="ANMELDUNG" cta_button="Senden" ar_status="dynamic" cid_id="701U0000001A4Vt"] FORRESTER TEI-STUDIE The Total Economic ImpactTM of the Genesys Omnichannel Engagement Center Solution* Unternehmensbefragung zu gesamtwirtschaftlichem Einfluss und potenzieller Kapitalrendite [cutoff co_thick="2px"] Die Forrester-Studie zum Total Economic Impact™ (TEI) untersucht den gesamtwirtschaftlichen Einfluss und die potenzielle Kapitalrendite (ROI) durch den Einsatz der Lösung „Genesys Omnichannel Engagement Center“. Forrester befragte Unternehmen weltweit, die mit Hilfe von Genesys ihre Contact Center modernisiert haben und ihren Kunden über digitale und sprachbasierte Kanäle, Touchpoints und Customer Journeys hinweg eine Omnichannel-Service-Erfahrung bieten. Der Forrester-Studie zufolge erzielten diese Unternehmen im Schnitt einen ROI von 158 % bei einer Amortisationszeit von 12,8 Monaten. Downloaden Sie jetzt die Ergebnisse. Erfahren Sie, wie Sie die finanziellen Auswirkungen Ihrer Investition in das Omnichannel Engagement Center ermitteln und mit welchen folgenden Vorteilen Sie rechnen können: 50 % weniger Kosten für die Integration neuer Mitarbeiter im Contact Center 50 % geringere Abbruchquoten 12,5 % kürzere Bearbeitungszeiten *A commissioned study conducted by Forrester Consulting on behalf of Genesys, February 2016 [mktoform cta_header="Studie anfordern" cta_button="Jetzt anfordern" ar_status="dynamic" cid_id="701U0000000rnww"] [this_page_title] [cutoff co_thick="2px"]Kann Ihr Contact Center kanalübergreifenden Kundenservice bieten? Und kennen Sie die Fallstricke und Risiken dabei? Können Sie eine 360°-Rundumsicht auf Ihre Kunden nutzen, um die Erwartungen Ihrer Kunden zu erfüllen und ihnen eine kanalübergreifend konsistente Service-Erfahrung zu bieten? Laden Sie den Survival Guide herunter und erfahren Sie: Die Best Practices für das Design und die Bereitstellung des bestmöglichen Omnichannel Kundenservice Die „3Rs“ zur Implementierung des Omnichannel Kundenservice – Ressourcen, Routing und Reporting Die Ergebnisse, die sie mit der Einführung eines Omnichannel Contact Center erzielen können [mktoform cta_header="ANMELDUNG" cta_button="" ar_status="dynamic" cid_id="701U00000019zjH"] Fünf Schritte zu einem effizienten Backoffice [cutoff co_thick="2px"] Was geschieht, wenn Aufgaben das Contact Center verlassen, weil sie in einem anderen Unternehmensbereich erledigt werden müssen? In vielen Unternehmen geraten sie in ein Labyrinth aus voneinander isolierten Systemen, Arbeitslasten und Mitarbeitern, in dem sie weder verfolgt noch effektiv verwaltet werden können. Doch die Kundenzufriedenheit hängt davon ab, dass diese Aufgaben rasch und korrekt erledigt werden. Dieses E-Book stellt fünf einfache Schritte vor, mit denen Sie diese Komplexität in eine Geschäftschance umwandeln können. Es erläutert, wie Sie Systeme, Arbeitslasten und Mitarbeiter unternehmensweit miteinander verbinden können, um die Effizienz und Motivation Ihrer Mitarbeiter und gleichzeitig auch die Zufriedenheit und Treue Ihrer Kunden zu steigern. [mktoform cta_header="Laden Sie das EBook jetzt herunter" cta_button="Senden" landing_id="44577" cid_id="701U00000019xXE"] Mit proaktiver Kundenkommunikation zu einer hervorragenden CX [cutoff co_thick="2px"] Mit einer Lösung für proaktive Kundenkommunikation (Proactive Customer Communication, PCC) versenden Sie vorausgeplant und zielgerichtet Benachrichtigungen, Warnungen oder andere Infor-mationen an bestimmte Empfänger. Richtig umgesetzt ist PCC informativ und nützlich – und damit von den nervenden Werbeanrufen oder Direct-Mail-Kampagnen früherer Zeiten weit entfernt. Gleich welcher Branche Ihr Unternehmen angehört, PCC wertet die Interaktion mit Ihren Kunden auf. Es verbessert die Service-Erfahrung und bindet Ihre Kunden stärker an Ihr Unternehmen. [mktoform cta_header="Laden Sie das Whitepaper jetzt herunter" cta_button="" cid_id="701U0000001E3XI"] [cutoff co_thick="2px"] Queuebasiertes Routing hat seine Grenzen – und das sind nicht wenige. Wo die Arbeitsaufgaben für verschiedene Kanäle und Medienarten nicht in einer einzigen, globalen Warteschlange zusammengefasst werden, entsteht ein fragmentierter Service mit einer entsprechend negativen Service-Erfahrung für die Kunden. Auch ein kanalübergreifendes Management der SLAs und die bevorzugte Bearbeitung der wichtigsten und wertvollsten Kundeninteraktionen sind so nicht möglich. Unsere Techniktipps zeigen, wie Sie: die richtigen Aufgaben zur richtigen Zeit den richtigen Mitarbeitern zuweisen, Kennzahlen wie die Erstabschlussquote (FCR), die durchschnittliche Bearbeitungszeit (AHT) und den Net Promoter Score (NPS) durch mitarbeiterbasiertes Routing verbessern, den kanalübergreifenden Überblick über Kundenaktivitäten nutzen, um die Service-Erfahrung durch optimales Routing von Anfragen zu verbessern. [mktoform cta_header="Jetzt registrieren!" cta_button="Jetzt Lesen" ar_status="dynamic" cid_id="701U0000000ooos"] So optimieren Sie die digitale Service-Erfahrung Ihrer vernetzten Kunden [cutoff co_thick="2px"]Moderne Kundeninteraktionen haben kaum noch etwas mit den Telefongesprächen früherer Jahre gemein. Auch die Technik, die zur Bereitstellung einer nahtlosen Service-Erfahrung in einem Omnichannel-Contact-Center benötigt wird, unterscheidet sich deutlich von der Ausrüstung einer herkömmlichen Kundenserviceorganisation. Die Zukunft des Contact Centers ist von der Umstellung auf digitale Kanäle geprägt. Wie Sie in die Modernisierung der Service-Erfahrung investieren, kann den Ausschlag dafür geben, ob Sie im Konkurrenzkampf die Nase vorn haben oder hinterherhängen. In diesem aufschlussreichen Bericht deckt der Analyst digitaler Trends und Futurist Brian Solis Lücken in der digitalen Transformation auf und zeigt, wie sie geschlossen werden können. Zudem finden Sie eine Checkliste für die digitale Transformation. [mktoform cta_header="Zum Bericht" cta_button="" cid_id="701U0000000lxE0"] In fünf Schritten zu einem kundenorientierten Contact Center [cutoff co_thick="2px"] Die Umstellung auf Multi-Channel-Contact-Center erfolgte in vielen Unternehmen durch das Hinzufügen neuer Systeme und Kanäle. Dadurch entstanden fragmentierte Infrastrukturen mit mehreren voneinander isolierten Insellösungen. Das führte oft dazu, dass der Kontext einer Konversation beim Kanalwechsel verloren geht, hohe Betriebskosten entstehen und Mitarbeiter und Kunden unzufrieden sind. Studien von McKinsey belegen, dass Unternehmen, die sich auf die Optimierung der Customer Journey konzentrieren, erfolgreicher sind. Konsistent positive Kundenerfahrungen schaffen Vertrauen und erhöhen die Kundentreue, was wiederum den Umsatz steigert. Laden Sie dieses E-Book herunter, um sich über die folgenden Themen zu informieren: Koordination der Service-Erbringung für wichtige Customer Journeys Unterstützung der Mitarbeiter im Kundenservice mit umfassendem, kanalübergreifendem Kundenkontext Eine einfache und kostengünstige Lösung für eine positive kanalübergreifende Service-Erfahrung [mktoform cta_header="Zum E-Book" cid_id="701U0000000lxEA"] Best Practices für Kundenservice über soziale Medien [cutoff co_thick="2px"] In vielen Unternehmen ist noch immer nicht geklärt, ob die Marketingabteilung oder der Kundenservice die Social-Media-Interaktionen mit Kunden verantwortet. Schon früh nahm sich das Marketing der Aufgabe „Social Media“ an, um die Marke zu schützen. Im Laufe der Zeit stellte sich heraus, dass Kunden auch Serviceanliegen gern über soziale Medien abwickeln. Um soziale Medien effektiv zu nutzen, sollten Unternehmen einen Ansatz verfolgen, der auch den Kundenservice einschließt. In diesem E-Book werden die folgenden Themen behandelt: Warum Sie sich nicht auf das Zuhören beschränken, sondern die Ansichten Ihrer Kunden verstehen sollten Das Ausleuchten des „blinden Flecks“ im Kundenservice mit Social Analytics Der geschäftliche Nutzen einer kanalübergreifenden Service-Erfahrung [mktoform cta_header="Jetzt herunterladen" cta_button="Jetzt herunterladen" cid_id="701U0000000lxEF"]
h1|Erfahren Sie alles über die neuesten Trends zu den Themen Contact Center und Customer Experience
h2|Featured resources
h3|CX-Blueprint Genesys Tour
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Genesys konnte 2020 bei den CCaaS Critical Capabilities punkten Das KI-gestützte Contact Center Gartner Magic Quadrant for 2020 Contact Center as a Service, Worldwide CX Blueprint Praxisleitfaden für das Changemanagement in Ihrem Contact Center Contact Center-Leitfaden für Einkäufer 2021 Genesys konnte 2020 bei den CCaaS Critical Capabilities punkten Ihre ultimative Checkliste für Chat-Lösungen Journey Mapping und die Rolle der vorausschauenden Interaktion Zehn Wege, wie KI die Customer Experience verbessert Das KI-gestützte Contact Center Genesys Cloud: Die sichere All-in-One- Lösung für Contact Center Steigern Sie den Umsatz über Ihre Website Gartner Magic Quadrant for 2020 Contact Center as a Service, Worldwide The Forrester Wave™: CCaaS-Anbieter (Contact Center as a Service), 3. Quartal 2020 Drei Vorteile von KI-Technologie für die Mitarbeitererfahrung Verknüpfen von Drittanbieter-Systemen mit der Customer Experience Verbessern Sie Ihre CX mit sieben KI-gestützten Funktionen Contact Center AI Success Kit Genesys und Google Cloud: KI für Contact Center wird zum Leben erweckt FROST RADAR™: KONTAKTZENTREN ALS SERVICEPLATTFORM IN EUROPA, 2020 Ein bewährtes Konzept für die Migration Ihres lokalen Call Centers So bieten Sie eine gute Customer Experience in den 2020ern Genesys Cloud TV – Konsumentenumfragen Die globale KI-Agenda – Versprechen, Wirklichkeit und die Zukunft des Datenaustauschs Die unverzichtbare Migrations- Checkliste zur Ermittlung der richtigen Customer-Experience- Lösung Genesys Cloud Security Sieben Best Practices für den Aufbau der Kundenbindung Wichtige Checkliste für On-Premises-Kunden von Genesys, die zur Cloud wechseln IDC: Die Erschließung der transformativen Kraft der KI für Contact Center mit Google Cloud und Genesys Migrieren Sie Ihr Contact Center sicher in die Cloud Zwölf Anzeichen, dass Sie bereit für das Upgrade auf ein cloudbasiertes Contact Center sind Künstliche Intelligenz im Kundenservice Investieren. Profitieren. Vier Unternehmen, die Erfolge im Bereich Customer Experience vorweisen können. Best Practices für den Kundenservice Verwandeln Sie Ihre Omnichannel-Vision in eine erfolgreiche Customer Experience Drei Kundenservice-Megatrends im Jahr 2020: Verbesserung der Customer Experience durch Verbindung von KI und Agenten Weltweite Telefonie-Integration Komplettes Contact Center in fünf Tagen Die freundliche digitale Eingangstür Flexibel, schnell und stabil – alles aus der Cloud Premium Service für Premium Reisen Vom Dienstleister zu topmodernen Inhouse Contact Centern 2019 Gartner Magic Quadrant for Contact Center as a Service, North America KI – Künstliche Intelligenz im Customer Service Genesys Connect Innovations Genesys Engage Innovations Genesys Cloud Innovations So werden kleine und mittlere Unternehmen zu echten Service-Champions Nemertes Business-Value-Analyse Nicht alle cloudbasierten Lösungen für Contact Center sind wirklich Omnichannel-fähig Workspace-Plugin für Salesforce.com Bessere Customer Experience und mehr Effizienz mit optimierter Salesforce- Implementierung Machen Sie Ihre Customer Experience zukunftsfähig und minimieren Sie die Risiken, die durch veraltete Technologien entstehen Wettbewerbsvorteile durch eine moderne Customer Experience Der Business Case für die Modernisierung Ihres Contact Centers 10 Tipps für die Nutzung von KI zur Bereitstellung einer hervorragenden Customer Experience Lösen Sie die saisonalen Kapazitätsengpässe in Ihrem Contact Center Genesys Cloud Tour Eine Total Economic Impact™-Studie über Genesys Cloud von Forrester Research Der bewährte Migrationsansatz von Genesys Ein Leitfaden für eine einfache Migration mit sicherem ROI Was Sie bei der Konsolidierung der Technologie im Contact Center berücksichtigen sollten Ihre Roadmap für die Contact-Center-Migration Coca-Cola Business Services North America Kreative Ideen für den Einzelhandel: die 10 wichtigsten CX-Trends Die drei Kundendienst-Megatrends des Jahres 2019 Wie denken Konsumenten wirklich über den Kundenservice? Customer Experience heute MIT Technology Review: Menschen + Bots: Spannungsfelder und Chancen Fünf Trends, die Sie kennen müssen, um Ihr Contact Center zu einer Umsatzquelle zu machen Integrierte AI für moderne Kundeninteraktionen Nicht alle cloudbasierten Contact-Center-Plattformen sind gleich Aktuelle Trends im Kundenservice: So wird der Betrieb schneller und kostengünstiger – und dabei auch Die Cloud in kleinen Contact Centern: die Stunde der Wahrheit Neue Trendstudie: Kundendialog 2025 Ovum-Entscheidungsmatrix für die Auswahl eines cloudbasierten Multichannel-Contact-Centers, 2017–18 Zehn Faktoren, die bei der Umstellung auf ein cloudbasiertes Contact Center zu beachten sind Der unverzichtbare Leitfaden zur Contact-Center-Modernisierung Ein Lösungsvorschlag für das Desktop-Debakel im Contact Center Contact-Center-Kosten und die Cloud Erfahren Sie, wie Genesys Cloud Kundenbeziehungen vereinfacht 5 Technologien für die Zukunft von Contact Centern Personalisierter Service, nah am Kunden 10 Tipps zur Verbesserung Ihres Contact Centers 5 Gründe, warum der Kunde von morgen nicht mehr in Geschäften von heute einkauft 3 Vorteile eines kundenorientierten „Ökosystems“ gegenüber einem zusammengeschusterten „Frankenstack“ 6 Fragen zum Upgrade Ihres Contact Centers In sieben Schritten zu bahnbrechendem digitalen Kundenservice Nicht alle Customer-Experience-Plattformen sind gleich Beleuchten Sie die zehn meistverbreiteten Mythen über Omnichannel Kundenservice Fünf entscheidende Voraussetzungen an die Service-Erfahrung in einem hochvernetzten Zeitalter Der Weg zur Kultmarke Bieten Sie Ihren Kunden eine hervorragende Customer Experience? Die Flexibilität des Kundenservice durch cloudbasierte Contact Center erhöhen Die Gesamtbetriebskosten von Contact-Center-Plattformen aus der Cloud und On-Premise Fünf Technologietrends, die die Customer Experience neu gestalten Wettbewerbsvorteile mit Genesys Cloud Kundeninteraktionen in einer hochvernetzten Welt So halten Sie mit den Anforderungen moderner Kunden Schritt Omnichannel – ein inzwischen unverzichtbares Element im Kundenservice Jeder Moment zählt: Die Service-Erfahrung der nächsten Generation Es geht auch einfach: Die Service-Erfahrung der nächsten Generation Moderner Kundenservice aus der Cloud IoT-optimierte Service Erfahrung (IoT-CX) Zeitgemäße Service-Erfahrung durch das Internet der Dinge Nicht alle Customer-Experience-Plattformen sind gleich Roadmap für das Omnichannel Customer Engagement In drei Schritten zu einer modernen, personalisierten Omnichannel Shopping Customer Experience Das Omnichannel Customer Engagement Playbook Das Genesys Omnichannel Engagement Center Sichere und einfache Kartenzahlung über das Contact Center Auf der Suche nach Lösungen Steigern Sie proaktiv Ihre Online-Verkäufe Raising the Bar – Maßstäbe setzen: Kundenservice als Angelpunkt des Angebots So vermeiden Sie den Abbruch von Online-Käufen Genesys Enterprise Workload Management Schreckt Ihr IVR-System Kunden ab? Infografik für den Einzelhandel In 7 Schritten zum digitalen Kundenservice der nächsten Generation 5 Tipps für einen digitalen Kundenservice Omnichannel, Multichannel, Multimodal – und was genau diese Begriffe bedeuten Genesys IVR Personalization Platform Top-Trends im Omnichannel Contact Center Welche Omnichannel-EngagementCenter-Lösung ist für Sie geeignet? Nutzen Sie die Vorteile eines Omnichannel Engagement Centers Die Bedeutung der Kundenerfahrung für die Deutsche Telekom AG Service-Erlebnisse schaffen Erfolgreicher Kundenservice heute Ein neuer Ansatz für die Backoffice-Optimierung Die Geschichte des Contact Centers Die Ausstattung der Bankfiliale der Zukunft Omnikanal-Kundenservice in der Praxis Optimierung der Customer Experience (CX) Trends 2016: The Future of Customer Service So bieten Sie Ihren Kunden erstklassigen Service Wie neue Technologien die Kunden-Touchpoints in der Tourismusbranche revolutionieren Bereiten Sie Ihre Mitarbeiter auf die Omnichannel-Revolution vor Wie Banken die Kundenzufriedenheit steigern Forrester Report: Contact Centers Must Go Digital Or Die Der Business Case für ein Omnichannel Contact Center Best Practices For A Seamless Omnichannel Customer Experience Forrester-Studie zeigt die Vorteile eines Omnichannel Engagement Centers auf The Total Economic Impact of the Genesys Omnichannel Engagement Center Solution Omnichannel Kundenservice: Survival Guide für Contact Center Manager Fünf Schritte zu einem effizienten Backoffice Mit proaktiver Kundenkommunikation zu einer hervorragenden CX Best Practices für das Routing im Contact Center So optimieren Sie die digitale Service-Erfahrung Ihrer vernetzten Kunden In fünf Schritten zu einem kundenorientierten Contact Center Best Practices für Kundenservice über soziale Medien Live-Unterstützung Live-Unterstützung
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pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Wir erweitern unsere Partnerschaft mit Microsoft, um einzigartige Customer Experiences für Ihre Marke zu schaffen. Mit unseren neuen nativen Integrationen ist es einfacher, die Kommunikation und Zusammenarbeit zwischen Ihren Mitarbeitern und Kunden zu verbessern. Das Ergebnis sind unvergessliche Customer Experiences dank einheitlicher Daten und künstlicher Intelligenz (KI). Genesys Engage ist die bevorzugte Contact Center-Lösung für die größten, prestigeträchtigsten Marken mit anspruchsvollen globalen Anforderungen. Mit der Lösung Genesys Engage™ und Microsoft können Sie vorhandene Investitionen nutzen, das Management optimieren, Kosten sparen und IT-Fachwissen zentralisieren. Profitieren Sie von der branchenführenden Sicherheit und Compliance von Azure mit dem Genesys Engage-Contact Center, das auf maßgeschneiderte Customer Experiences ausgelegt ist. Optimieren Sie Ihren Contact Center-Betrieb und verbessern Sie die gesamte Customer Journey – unabhängig von der Komplexität. Die vorgefertigte Integration zwischen Dynamics 365 und Genesys Engage erweitert jede Customer Experience um Informationen in Echtzeit. Bauen Sie Self-Service-Funktionen dank Datenabfragen und umfassender Automatisierung aus. Bei eingehenden Anrufen öffnet Dynamics 365 den Agenten-Desktop und automatisiert dann die Erstellung von Fällen, Leads und Kontakten. Profitieren Sie von der Flexibilität der Genesys Cloud-Plattform sowie den Produktivitäts- und Kommunikationsfunktionen von Microsoft Teams. Sie können Contact Center-Agenten die Zusammenarbeit und Kommunikation mit Fachexperten im gesamten Unternehmen erleichtern und einzigartige Customer Experiences bieten. Agenten können die integrierten Verzeichnis-, Such- und Präsenzfunktionen nutzen, um den passenden Fachexperten zu finden. Sie können die Verfügbarkeit bestimmen und mit einem einzigen Klick in Echtzeit zusammenarbeiten. Bieten Sie Ihren Agenten eine einzige Schnittstelle für Kommunikation und Zusammenarbeit. Dank Echtzeitzugriff auf Experten können sie Kundenprobleme direkt beim ersten Kontakt lösen. Wählen Sie zwischen Microsoft, Genesys oder einem anderen Anbieter Ihrer Wahl für eingehende und ausgehende Sprachkommunikation und interne Anrufe. Profitieren Sie von den branchenführenden Funktionen für Genesys Cloud-Routing und künstliche Intelligenz – mit einem einzigen Kontrollpunkt. Koordinieren Sie die eingehende und ausgehende Kommunikation über alle Touchpoints, Kanäle und Ressourcen hinweg. Integrieren Sie nahtlos sprachbasierte und digitale Kanäle, einschließlich Video, E-Mail, Chat, soziale Medien, Messaging und vieles mehr. KI verwandelt Kundendaten in kontextreiche Informationen, um die Kundenbindung an jedem Punkt der Customer Journey zu verbessern. Bieten Sie bessere Self-Service-Erfahrungen mit intelligenten Voice- und Chat-Bots. Sorgen Sie für einen nahtlosen Übergang hin zu unterstützten Interaktionen mit vollständigem Kontext. Weisen Sie jede Interaktion der besten Ressource zu. Vorausschauende Interaktionen und vorausschauendes Routing nutzen KI, um Ihre priorisierten Geschäftsergebnisse zu optimieren. Genesys Engage on Azure ist auf die Anforderungen globaler Marken mit hoher Nachfrage ausgelegt und bietet Sicherheit, Skalierbarkeit und Zuverlässigkeit. Mit der richtigen Technologie können Sie Kunden immer auf eine wirkungsvollere, personalisiertere Weise erreichen. Für Erfahrungen, die Ihre Marke von der Masse abheben, wenden Sie sich an Genesys und Microsoft. Bieten Sie jedem einzelnen Kunden eine angenehme Customer Experience. Orchestrieren Sie in großem Umfang kanalübergreifende Customer Journeys über Sprach- und digitale Kanäle hinweg. Mit einer gemeinsamen Routing-Engine haben Sie die Kontrolle über die Customer Journey, die Auslastung der Agenten und die Betriebsleistung. Steigern Sie die Produktivität und die Problemlösung beim ersten Kontakt, indem Sie Mitarbeiter mit Kundenkontakt in Echtzeit mit Experten aus dem gesamten Unternehmen vernetzen. Teamwerkzeuge mit Zugriff auf die richtigen Informationen und den richtigen Kontext ermöglichen es Agenten, personalisierte Erfahrungen zu schaffen und die Kundenbindung zu stärken. Ganz gleich, ob Sie alles in die Cloud migrieren, teilweise On-Premise bleiben oder bereits komplett in der Cloud sind – jetzt ist es einfacher. Selbst die anspruchsvollsten Unternehmen können sich für einen schnelleren Weg in die Cloud entscheiden und schnellen Zugriff auf Innovationen erhalten. Nutzen Sie die Vorteile der Partnerschaft zwischen Genesys und Microsoft, um für einzigartige Customer Experiences zu sorgen. Oops! We have your personal email. Ein Mitarbeiter wird sich in Kürze mit Ihnen in Verbindung setzen. Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
st|Füllen Sie dieses Formular aus, und wir helfen Ihnen bei den ersten Schritten mit Genesys Engage on Azure oder Genesys Cloud und Teams.
h1|Wir unterstützen die weltweit größten Marken, einzigartige Customer Experiences zu schaffen
h3|CX-Blueprint Genesys Tour: Leistung, Perfektion und Skalierbarkeit Genesys Cloud und Microsoft Teams: Mit Leichtigkeit verbinden, kommunizieren und zusammenarbeiten All-in-One-Omnichannel-Funktionen Bauen Sie während der gesamten Customer Journey eine Kundenbindung auf Erfahren Sie mehr über die Partnerschaft zwischen Genesys und Microsoft Erste Schritte mit Genesys und Microsoft Vielen Dank für Ihr Interesse an Genesys Engage on Azure.
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Die führenden Anbieter von cloudbasierter Contact Center-Software und Cloud-Plattformen für Unternehmen haben sich zusammengetan. Genesys Engage on Azure Integration von Microsoft Dynamics 365 Reibungslose Zusammenarbeit Höhere Produktivität der Mitarbeiter Wählen Sie Ihren Anbieter Inbound und Outbound Integrierte Kanäle KI-gestützte Customer Journeys Serviceautomatisierung Vorausschauende Zuweisung von Anfragen Sicherheit und Skalierbarkeit Differenzieren Sie durch stärker personalisierte Erfahrungen Machen Sie jeden Agenten zu einem Experten Schnellere Innovationen mithilfe der Cloud Genesys Engage und Microsoft Azure: Transformieren Sie Ihre Customer Experience Die Welt gehört der Multicloud Der Integrationsvorteil von Genesys und Microsoft Dynamics 365 Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 Welcome back By providing your information, you agree to our . +49 (0)69-951066355 | | | | |
pa|Entscheiden Sie sich für die Contact Center-Plattform, die schnelle Innovationen ermöglicht – ideal für Unternehmen jeder Branche und Größe. Die neuesten Plattform-Innovationen und Produktaktualisierungen. Mit der Genesys Cloud erfüllen Sie moderne Sicherheitsstandards und schützen gleichzeitig die Daten Ihrer Kunden. Hier finden Sie alle Add-ons und Plug-ins sowie einsatzbereite Integrationen. Für die ersten Schritte: Tutorials, Infomaterialien sowie Austausch in der Genesys Entwickler-Community. Ihre aktuelle Cloud-Lösung erfüllt Ihre Anforderungen nicht mehr? Dann aktualisieren Sie Ihre Call-Center-Technologie noch heute. Machen Sie mit Genesys den nächsten Schritt und bringen Sie Ihr lokales Call Center in die Cloud. Als bestehender Genesys Kunde können sie jederzeit in die Cloud wechseln. Wir zeigen Ihnen, wie unser Migration Automation Tool Sie dabei unterstützt. Cloudbasiert oder On-Premise: Die führende Call Center Software für eine nahtlose Kundenkommunikation. Optimieren Sie Ihr IVR System durch Voice-Bots mit natürlicher Spracherkennung. Zur automatischen Vorqualifizierung Ihrer Anrufer. Das intelligente ACD-System für Ihr Inbound Call Center. Leiten Sie Anrufer an den Agenten mit passendem Know-how weiter. Kundeninteraktion live per Chat. Bieten Sie Ihren Kunden einen Echtzeit-Support auf Ihrer Website an. Für Self-Service rund um die Uhr. Nutzen Sie intelligente Chatbots im Kundenservice, um die Beantwortung von häufig gestellten Fragen zu automatisieren. Sehen Sie, was Ihre Kunden sehen – mit der Bildschirmfreigabe und Co-Browsing. Outbound-Kampagnen effektiv verwalten und durchführen mit intelligenter Software inklusive Predictive Dialer. Planen und prognostizieren Sie Ihren Personaleinsatz exakt voraus und steigern Sie nachweislich die Effizienz. Die branchenweit führende Cloud-Lösung für Contact Center. Nutzen Sie alle Funktionen und zahlreiche Integrationsmöglichkeiten über ein einziges Tool. Die cloudbasierte All-in-One Lösung speziell für große Unternehmen. Perfekt vernetzt wird die Customer Experience zu Ihrem Wettbewerbsvorteil. Wie sieht Ihre perfekte Contact Center Lösung aus? Nutzen Sie unser interaktives Tool und stellen Sie sich Ihr Wunsch-Produkt zusammen. Als Genesys Kunde erhalten Sie einen persönlichen Ansprechpartner, der vor, während und nach der Software Bereitstellung mit Ihnen zusammenarbeitet. Greifen Sie auf das grenzenlose Wissen unserer Genesys Community und unserer Wissensdatenbank zurück. Inklusive E-Learning Plattform und Schulungen. Feiern Sie gemeinsam mit uns die Helden am Headset – die Agenten, die über sich hinauswachsen. Erfahrungen schaffen, die auf Empathie basieren – um Vertrauen aufzubauen und Loyalität zu verdienen. Erfahren Sie mehr über die Erfolge unserer Kunden. Lesen Sie echte Meinungen und Erfahrungen anderer Unternehmen die bereits auf Genesys-Produkte vertrauen. Verwenden Sie unser globales Partnerverzeichnis, um einen vertrauenswürdigen und lokalen Partner nach Ihren Anforderungen zu finden. Oder treten Sie unserem Partnernetzwerk bei. Erfahren Sie mehr über Genesys und warum uns weltweit 11.000 Unternehmen vertrauen. Machen Sie einen Ausflug in unser Produkt! Entdecken Sie die Features und Funktionen der Genesys Cloud auf einer selbstgeführten Tour. Erfahren Sie, wie Sie Ihre Kunden bei jedem Schritt der Customer Journey sinnvoll und effizient unterstützen können. Entdecken Sie Möglichkeiten, Ihr Team zu motivieren und zu stärken – anderen zu helfen, ist eine großartige Aufgabe. Maximieren Sie Ihre Customer Experience-Technologie, um Ihre Ziele zu erreichen und Kunden zu begeistern. Gewinnen und halten Sie Kunden mit einem kombinierten Ansatz für Vertrieb, Marketing und Support. Lernen Sie Genesys bei virtuellen oder persönlichen Events kennen und erleben Sie unsere Contact-Center-Lösungen in Aktion. Meinungen, Macher und Momente aus dem „New Normal“ im Kundenservice.Die Genesys Live-Sendung auf Zoom. Aktuelle News, Tipps & Best Practices aus der Contact Center Branche sowie Neuigkeiten zu Genesys-Produkten und Gastbeiträge unserer Partner. Hier finden Sie alle aktuellen Infomaterialien. Erfahren Sie mehr über die neuesten Trends und Studienergebnisse zu den Themen Contact-Center und Customer Experience. Demo vereinbaren Produktest anfragen Lösung konfigurieren Angebot anfordern Bauen Sie mit den Lösungen für die Kundeninteraktion von Genesys außergewöhnliche Kundenbeziehungen auf und nutzen Sie unseren einzigartigen kanalübergreifenden Ansatz für den Ausbau Ihres Unternehmens. Durch die Verknüpfung von Kundeninteraktionen über alle sprachbasierten und digitalen Kanäle hinweg, profitieren Ihre Kunden von einem einheitlichen, nahtlosen und personalisierten Serviceerlebnis. Erstellen Sie gezielte Marketingkampagnen, die Ihre Anzahl an Leads erhöhen. Stellen Sie Ihren Vertriebsmitarbeitern die notwendigen Informationen zur Verfügung, die sie zur Verbesserung der Conversion-Rate benötigen. Mit Genesys können Sie neue Einnahmequellen erschließen und Ihre Kundenbindung verbessern, während die Kosten gleichzeitig gesenkt werden. Integrieren Sie die neuesten Technologien in Ihren Kundenservice-Plan, um KPIs zu übertreffen und bessere Kundenbeziehungen aufzubauen Nutzen Sie Erkenntnisse, um Marketingkampagnen zielgerichtet auszurichten, konvertieren Sie Leads zu Kunden und bringen Sie Ihr Unternehmen auf die nächste Stufe Eine leistungsstarke Vertriebsplattform bietet Ihnen die Tools und Daten, die Sie benötigen, um Leads und Opportunities zu qualifizieren und als Kunden zu gewinnen Ihre Kunden erwarten bei jeder Interaktion personalisierten Service – über alle Kanäle hinweg. Mit den Lösungen von Genesys können Sie die folgenden gängigen Probleme vermeiden: Mit den Marketinglösungen von Genesys können Sie das Unternehmenswachstum weiter vorantreiben. Integrieren Sie Ihre Marketing- und Vertriebsdaten in ein zentrales, flexibles und benutzerfreundliches Tool. Die Lösungen von Genesys bieten folgende Vorteile: Nutzen Sie die Gunst der Stunde, indem Sie Interessenten über ihre bevorzugten Kanäle ansprechen und die Anzahl an Leads rasant steigern. Mit den Vertriebslösungen von Genesys können Sie Daten aus Online- und Offline-Interaktionen zusammenführen, um von folgenden Vorteilen zu profitieren: Integrieren Sie die neuesten Technologien in Ihren Kundenservice-Plan, um KPIs zu übertreffen und bessere Kundenbeziehungen aufzubauen Nutzen Sie Erkenntnisse, um Marketingkampagnen zielgerichtet auszurichten, konvertieren Sie Leads zu Kunden und bringen Sie Ihr Unternehmen auf die nächste Stufe Eine leistungsstarke Vertriebsplattform bietet Ihnen die Tools und Daten, die Sie benötigen, um Leads und Opportunities zu qualifizieren und als Kunden zu gewinnen Jedes Jahr liefert Genesys Unternehmen in über 100 Ländern mehr als 70 Milliarden Kundenerfahrungen, die im Gedächtnis bleiben. Unsere Technologie verknüpft im Zusammenspiel mit der Cloud und KI die Kundenkommunikation über Marketing, Vertrieb und Service hinweg auf jedem Kanal und verbessert gleichzeitig die Mitarbeitererfahrung. Genesys ist führend bei Experience-as-a-Service , sodass Unternehmen jeder Größe eine echte, bedarfsgerechte Personalisierung bieten können und mit Empathie das Vertrauen und die Loyalität ihrer Kunden fördern können. Dies wird durch Genesys Cloud ermöglicht, eine All-in-One-Lösung und weltweit führende Contact Center-Plattform für die Public Cloud, die für schnelle Innovation, Skalierbarkeit und Flexibilität steht. Copyright © 2021 Genesys. Alle Rechte vorbehalten.
li|Verweisen Sie den Kunden von Anfang an an den richtigen Ansprechpartner. Dies steigert Ihre Effizienz und erhöht die direkte Problembehebung während der ersten Kontaktaufnahme. Bieten Sie Ihren Kunden individuelle Lösungen an, durch das Eingehen auf Kundenbedürfnisse und durch die Analyse der Customer Journey. Konsolidieren Sie alle Kanäle in einer einzigen Plattform, die sich in vorhandene Geschäftssysteme integrieren lässt. Führen Sie die Migration in dem von Ihnen gewünschten Tempo durch und ermöglichen Sie Mitarbeitern, ihre Apps und Berichte zu individualisieren. Heben Sie sich durch benutzerfreundlichen und personalisierten Service von der Konkurrenz ab, mithilfe Ihrer Mitarbeiter, die bestmöglichen Service anbieten. Mithilfe von kanalübergreifenden Kampagnen akquirieren Sie neue Kunden effizienter, nutzen Up-Selling-Möglichkeiten und gewinnen Kunden gezielt wieder zurück. Nutzen Sie wertvolle Daten aus der Interaktionen mit Kunden, um die Conversion-Rate zu erhöhen. Priorisieren und verteilen Sie Online-Leads automatisch, basierend auf deren Wert und Zeitpunkt der Anfrage. Werten Sie Interaktionen mit dem Kunden aus, um Ihre Kampagnen kontinuierlich zu verbessern. Konzentrieren Sie sich auf potenzielle Neukunden und stellen Sie sicher, dass Sie die Kundenbindung nicht vernachlässigen. Verteilen Sie die profitabelsten Leads an Ihre Vertriebsmitarbeiter mit allen wichtigen Informationen in Echtzeit. Sprechen Sie Nutzer zum richtigen Zeitpunkt in ihrer Customer Journey auf Ihrer Webseite oder mobilen App an. Verfolgen Sie das Verhalten Ihrer Interessenten und nehmen Sie auf Basis von automatisierten Regeln Kontakt mittels Webchat oder Rückruf auf. Weisen Sie jeder Interaktion den geeignetsten Vertriebsmitarbeiter zu und verknüpfen Sie jede Aktion mit einem Ereignis, das Ihre KPIs steigert.
st|Contact Center: Service-Erfahrung: IT: Kleine Unternehmen:
h1|Verbessern Sie Kundenbeziehungen mit Lösungen für die digitale Service-Erfahrung
h2|Verbessern Sie Ihren Kundenservice im Bereich Marketing, Vertrieb und Service
h3|CX-Blueprint Genesys Tour Erfahren Sie mehr über das Lösungsangebot von Genesys für … Frost & Sullivan: Aktualisieren Sie Ihr Kontaktcenter noch heute, um Ihre Kunden nicht morgen bereits zu verlieren Teamarbeit für besseren Kundenservice Mehr Leads, weniger Ausgaben: effektives Marketing Erhöhen Sie Ihre Umsätze Tag für Tag Erfahren Sie mehr über das Lösungsangebot von Genesys für …
h4|Unsere Technologie Unsere Integrationsansätze Funktionen Produkte Der Vorteil von Genesys Wer wir sind Wir sind für Sie da Entdecken Kundenservice Kundenservice Marketing Marketing Vertrieb Vertrieb Kundenservice Marketing Vertrieb Live-Unterstützung Live-Unterstützung
h5|Wie können wir Ihnen heute behilflich sein?
sp|Auswirkungen von COVID-19. +49 (0)69-951066355 Mehr erfahren Mehr erfahren Mehr erfahren +49 (0)69-951066355 | | | | |
pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresRequest a demo Try for free Design your solution Contact us Industry Report Research Report Research Report Research Report Video Video White Paper Industry Report White Paper Research Report Research Report Article eBook Brochure Video Practical Guide Article Article Article Brochure Infographic eBook Industry Report Research Report Research Report Research Report Article Research Report eBook Infographic Research Report Article Article Article Executive Brief Article Article Practical Guide Brochure Article Article Brochure Article Checklist Research Report Executive Brief Article Article Article Infographic Datasheet Research Report Practical Guide Research Report Research Report Research Report Research Report eBook eBook Brochure eBook Checklist Industry Report Industry Report Industry Report eBook eBook eBook eBook Research Report Industry Report eBook Infographic Research Report Article Research Report Infographic White Paper Article White Paper eBook Research Report Research Report eBook Datasheet Datasheet Video Research Report Executive Brief Datasheet Brochure Article eBook Tip Sheet Tip Sheet Executive Brief eBook Research Report Video Research Report Video Research Report Infographic Datasheet Brochure Datasheet Datasheet Datasheet Brochure Datasheet White Paper Infographic Infographic eBook White Paper Brochure Datasheet Datasheet Datasheet Brochure Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet Datasheet eBook eBook eBook Executive Brief eBook Research Report Tip Sheet Practical Guide Infographic eBook Infographic Infographic Brochure Executive Brief Checklist Infographic Datasheet eBook Infographic eBook Datasheet Datasheet Brochure Datasheet Research Report eBook Industry Report Video White Paper Practical Guide eBook eBook Infographic Infographic Research Report Datasheet Research Report eBook eBook Executive Brief eBook Executive Brief eBook Tip Sheet Executive Brief eBook eBook White Paper eBook Industry Report Industry Report eBook Infographic eBook eBook eBook Research Report Executive Brief Brochure Datasheet White Paper Research Report White Paper Infographic Infographic Infographic Industry Report Industry Report eBook Executive Brief eBook Tip Sheet eBook Research Report Research Report eBook Article Article Research Report Infographic Industry Report Industry Report Industry Report Infographic eBook eBook eBook Research Report Research Report Research Report Video Industry Report Industry Report Video Video eBook Research Report Tip Sheet eBook Practical Guide White Paper eBook Research Report eBook Executive Brief eBook White Paper eBook eBook Executive Brief Research Report eBook White Paper White Paper Executive Brief Infographic Research Report eBook Executive Brief Research Report eBook Research Report Research Report Infographic eBook Video Video Video Video Video Video Video Infographic Infographic Infographic Video Infographic Video Brochure Video Video Infographic Brochure Brochure Brochure Infographic Infographic Infographic Infographic Infographic Video Infographic Infographic Video Video Video White Paper eBook Research Report Research Report eBook eBook eBook Research Report Tip Sheet eBook eBook eBook eBook Practical Guide Industry Report eBook eBook Practical Guide Research Report Research Report Research Report eBook White Paper Research Report eBook White Paper White Paper Research Report White Paper eBook Research Report Research Report eBook eBook eBook Research Report eBook eBook eBook eBook Research Report Video Research Report Research Report Video Video Industry Report Tip Sheet White Paper Research Report Research Report Research Report Research Report Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
di|EBOOK BFSI in the age of the connected customer An industry snapshot Change is an inevitability, and digital was already ripping up the rule book, before all the economic disruption changed the way most customers engage with BFSI. More than 59 million people in the UK now use a smartphone, democratising access to fast, connected, and on-demand services across all industries. BFSIs can no longer underestimate the demand for digital interactions. Download the full report to learn: What are the biggest customer trends in BFSI today How organisations in the industry can act and respond effectively to current changes Where we expect 2021 will take us next Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001l12HQAQ" url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t" ar_url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t"] [rawcss raw_css="JTIzc2l0ZV9nZW5lc3lzJTIwJTIzQ29udGVudCUyMC5tcS1zcGVjaWFsLWJzJTdCJTBBJTIwJTIwYmFja2dyb3VuZC1wb3NpdGlvbiUzQWxlZnQlMjBjZW50ZXIlMjAlMjFpbXBvcnRhbnQlM0IlMEElMjAlMjBiYWNrZ3JvdW5kLXNpemUlM0Fjb3ZlciUyMCUyMWltcG9ydGFudCUzQiUwQSU3RCUwQSUyM3NpdGVfZ2VuZXN5cyUyMCUyM0NvbnRlbnQlMjAubXEtc3BlY2lhbC1icyUyMGgxJTdCJTBBJTIwJTIwZm9udC1zaXplJTNBJTIwMi42NjdyZW0lM0IlMEElN0QlMEElMjNzaXRlX2dlbmVzeXMlMjAlMjNDb250ZW50JTIwLm1xLXNwZWNpYWwtYnMlMjAudmNfcm93JTdCJTBBJTIwJTIwcG9zaXRpb24lM0FyZWxhdGl2ZSUzQiUwQSUyMCUyMHotaW5kZXglM0ExJTNCJTBBJTdEJTBBJTIzc2l0ZV9nZW5lc3lzJTIwJTIzQ29udGVudCUyMC5tcS1zcGVjaWFsLWJzJTNBJTNBYWZ0ZXIlMjAlN0IlMEElMjAlMjBjb250ZW50JTNBJTIwJTI3JTI3JTNCJTBBJTIwJTIwZGlzcGxheSUzQSUyMGJsb2NrJTIxaW1wb3J0YW50JTNCJTBBJTIwJTIwcG9zaXRpb24lM0ElMjBhYnNvbHV0ZSUzQiUwQSUyMCUyMHdpZHRoJTNBJTIwMTMwNXB4JTNCJTBBJTIwJTIwaGVpZ2h0JTNBJTIwNjA0cHglM0IlMEElMjAlMjBiYWNrZ3JvdW5kJTNBJTIwdXJsJTI4aHR0cHMlM0ElMkYlMkZ3d3cuZ2VuZXN5cy5jb20lMkZtZWRpYSUyRmJsdWUtY2xvdWQtcmVzb3VyY2UtZnVsbC5zdmclMjklM0IlMEElMjAlMjBiYWNrZ3JvdW5kLXNpemUlM0ElMjBjb3ZlciUzQiUwQSUyMCUyMGJhY2tncm91bmQtcG9zaXRpb24lM0ElMjB0b3AlMjByaWdodCUyMWltcG9ydGFudCUzQiUwQSUyMCUyMGJhY2tncm91bmQtcmVwZWF0JTNBJTIwbm8tcmVwZWF0JTNCJTBBJTIwJTIwbGVmdCUzQSUyMDUwJTI1JTNCJTBBJTIwJTIwYm90dG9tJTNBJTIwLTEwMHB4JTNCJTBBJTIwJTIwdmlzaWJpbGl0eSUzQSUyMHZpc2libGUlM0IlMEElMjAlMjB6LWluZGV4JTNBJTIwMCUzQiUwQSU3RA=="] GARTNER RESEARCH REPORT Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Gartner names Genesys a leader in the 2020 CCaaS Magic Quadrant The Contact Center as a Service (CaaS) landscape is highly competitive. The 2020 Gartner CCaaS Magic Quadrant report evaluates 13 vendors on their completeness of vision and ability to execute — to help you make the right choice. Genesys is proud to be named as a Leader for completeness of vision and our ability to execute through strong global operations, expansive geographic presence and a robust partner network. Get the full report to learn why Genesys is positioned as a worldwide leader with solutions for businesses of all sizes and industries. You’ll also get insights into: Key trends driving the CCaaS market Tips for navigating the marketplace How Gartner evaluates 13 providers on their ability to deliver great customer service Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Source: Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020 CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Insurance Although your customers still want live support, keeping up with their expectations means using web chat, email management, gamification and interaction analytics. The complexity of managing customers and cases continues to rise with the popularity of self-service, mobile service, online product quotes, comparison sites and online account management. Take a closer look at the latest advancements that affect your business in the latest Contact Centre Verticals: Insurance report. Leveraging data from multiple large-scale surveys of hundreds of UK insurance contact centres, this study takes an in-depth look at their operations and trends. Download the ContactBabel research report and learn: Trends in size, structure, and growth of insurance industry contact centres How contact centres within the insurance sector benchmark against the larger contact centre industry Technology adoption trends within insurance sector call centres Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kqm9QAA" url="https://content.genesys.com/uki-insurance/uk-cc-verticals-insu" ar_url="https://content.genesys.com/uki-insurance/uk-cc-verticals-insu"] Clear Your people. Our technology. Amazing results. [videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/Lyy-jwB-Nlk?rel=0" gb_img="369781"][section_grid format="grid-b" column="grid-3x3" cards_bg="bgc-lgray" cards_shadow="shadow" title="It’s time for Super Human Service"][sg_item] 25% more customer spend goes to companies that get digital channels right[/sg_item][sg_item] 100% anticipated increase in remote work, compared to before COVID-19[/sg_item][sg_item] 60% of failed customer support calls could have been solved with better access to data[/sg_item][/section_grid][section_grid padding_control="no-top"][sg_item cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fconnect-without-compromise|title:Master%20digital%20engagement"]Digital customer engagement Connect with customers on their terms — seamlessly Empower customers to easily connect with your business on the channels they prefer. Take the full picture into account as you design conversation flows for chat, messaging apps and bots. Create successful engagements across channels — for your customers and your team — with a blended model.[/sg_item][sg_netvideo video_type="youtube" netsubs="%5B%7B%7D%5D" image="370332" preview="5" youtube="https://www.youtube.com/embed/6S-iNtfkTxQ?rel=0"][/sg_netvideo][/section_grid][section_grid padding_control="no-top" cards_bg="bgc-cobalt"][sg_item item_class="p-2 rounded"] Digital workforce engagement Support your team of engaged, productive agents Help your agents thrive in an increasingly remote, multiskilled and omnichannel world. Workforce engagement management goes beyond traditional workforce optimisation to balance efficiency with a focus on the human side. Explore how it improves employee engagement, performance and results. [/sg_item][sg_item item_class="p-2 rounded"] Data-driven experiences Put customer experience data to work Contact centres are gold mines for data. Turn that data into insights with the right platform and artificial intelligence (AI). Know customers better, understand their needs and predict solutions. We do the work of preparing and protecting your data so you can focus on making data-driven decisions. [/sg_item][/section_grid][section_form cta_header="" cta_button="Sign up" form_action="inline" background_clr="bgc-lgray" title="Get the how-to behind Super Human Service" cid_id="7011T000001YYWTQA4" ty_title="Thank you for your interest." ty_desc="We’ll contact you directly to set up a date and time that works with your schedule."]Join us as we reveal practical guidance on how you can deliver Super Human Service. You’ll be the first to receive invitations to digital events and details when new resources become available.[/section_form] Connect without compromise The channels your customers crave. The simplicity your team deserves.[videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/6S-iNtfkTxQ?rel=0" gb_img="370340"][section_cta format="cta-f" position_left="40px" vertical_align="center" margin_control="custom" title="Master digital engagement channels" image="369783" background_img="369786" margin_control_custom="9.167rem 0"]It’s no secret: Businesses are prioritising digital channels for customer engagement. Consumers are used to receiving new levels of service online. And increasingly, they’re turning to chat or messaging apps instead of a phone call. With the increased reliance on digital support for speedy responses, it’s a top priority to get these interactions right. We can help. Watch the webinar Get the eBook [/section_cta][section_grid format="grid-b" column="grid-3x3" padding_control="custom" cards_bg="bgc-plum" title="Discover how to walk, run and fly on digital channels" padding_control_custom="0 0 0 0"][sg_item title="Web messaging" image="131796"]Give customers an easy, convenient way to engage on your website with chat. Use persistent messaging and buyer behavior data to make sure you get it right.[/sg_item][sg_item title="Messaging apps" image="81931"]Reach customers on WhatsApp, Facebook Messenger, Apple Business Chat and Twitter. Be sure you don’t sacrifice conversation quality.[/sg_item][sg_item title="Chatbots" image="338729"]Offer an always-on option for customers to find answers and complete simple tasks with chatbots. Remember: Designing a good bot experience is critical.[/sg_item][/section_grid][section_cta format="cta-t1" section_width="contain" background_clr="bgc-lgray" fullname="Aarde Cosseboom" jobtitle="Senior Director of Global Member Services Technology, Analytics and Product" company="TechStyle" speakerquote="We have a robust CX platform with all the features needed to raise the bar on the service we provide. We’re now able to route, measure and expand new digital channels as customer preferences change." companylogo="361864"][/section_cta][section_grid column="grid-4x4" title="Your business, your needs."][sg_item title="Digital for retail" image="369794"]The desire to shop hasn’t changed. But the way consumers shop has.[/sg_item][sg_item title="Digital for government" image="347344"]Extend your organisation’s reach to citizens on digital channels they prefer.[/sg_item][sg_item title="Digital for banking" image="369808"]Banking leads in digital services. Keep your customer service bar high.[/sg_item][sg_item title="Digital for insurance" image="598"]Make sure customers can reach you on the channels they prefer — when they need you.[/sg_item][/section_grid][section_cta background_clr="bgc-cobalt" text_theme="theme-dark" background_img="369796" title="Discover more Super Human Service insights" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fyour-people-our-technology-amazing-results|title:Keep%20learning"]A focus on mastering your digital engagement channels is a great place to start. Get practical guidance on how to deliver amazing customer experiences with your team and our technology.[/section_cta] CONTACTBABEL INDUSTRY REPORT The Inner Circle Guide to AI, Chatbots and Machine Learning (2nd edition) Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. “The Inner Circle Guide to AI, Chatbots & Machine Learning” is one of the Inner Circle series of ContactBabel analyst reports investigating key customer contact solutions. This guide aims to give a detailed and definitive view of the reality of implementing and using these technologies, and a view on what the future holds. Download your copy of this industry report to learn what impact AI, Chatbots & Machine Learning can have on your delivery of exceptional CX! Download the guide [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YYP3QAO"] e-Book Enhancing the Student Experience in the New Normal [cutoff co_thick="2px"] As the months in our ‘New Normal’ trickle on and another academic year has begun, it has become clear that there are issues in the UK university sector which aren’t necessarily caused by the Coronavirus. However, the pandemic, like with many other sectors, has simply shone a light on the long-standing issues within higher education and accelerated them, forcing universities to act with greater urgency. Amid the continued uncertainty of when and how things can ever return to normal, the student experience at university has unquestionably changed. We examine: How Universities can seamlessly cope with spikes in call numbers whether during clearing, or other busy periods throughout the year How Cloud technology can help meet the high expectations of students in the digital age through anytime communications via phone, email and social media. Ways in which your University can be more flexible and cost-effective [mktoform cta_header="Get the e-book today" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001l0CGQAY" url="https://content.genesys.com/enhancing-student-experience" ar_url="https://content.genesys.com/enhancing-student-experience"] MYCUSTOMER RESEARCH REPORT The Future of Customer Experience in Retail Of all the industries impacted by COVID-19, the pandemic has arguably had the most polarising impact on the retail sector. The volatility caused some of the most known High Street giants to go into administration, but e-commerce based businesses have hit commercial heights. The retail landscape has been changed drastically by the disruption, as the combination of lockdowns and changing consumer purchasing habits forced retailers to rethink the way that their entire operations are managed and, in many cases, fast-track their digital transformation plans as a result. Download this report now to learn and gain insights into: How the retail customer experience has been changed The implications for retailers of the changes in the last 12 months What further changes are in store, and how retailers can prepare themselves Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YYFXQA4"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] EBOOK 8 Considerations for Exceptional Customer Engagement An insurance company's guide to providing truly customer-centric experiencesThe customer experience has never been more important to insurance agencies, having become the key to competitive advantage in almost every industry. And with the recent economic downturn causing contact centres to be closed and consolidated, there’s never been a better time for new technologies and digital-first engagements to show their worth. After all, your customers today expect you to deliver the seamless, multichannel experiences they receive in every other walk of life. Download the ebook to learn: The importance of the human touch and empathy in customer experience The key to contextual insights of cloud technology Why migrating your platform will transform your customer engagement levels Take a look now, and discover more insights to a successful customer experience journey. Download Now [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001l11nQAA" url="https://content.genesys.com/uki-insurance/insurance-ebook_8-co" ar_url="https://content.genesys.com/uki-insurance/insurance-ebook_8-co"] EBOOK BFSI in the age of the connected customer An industry snapshot Change is an inevitability, and digital was already ripping up the rule book, before all the economic disruption changed the way most customers engage with BFSI. More than 59 million people in the UK now use a smartphone, democratising access to fast, connected, and on-demand services across all industries. BFSIs can no longer underestimate the demand for digital interactions. Download the full report to learn: What are the biggest customer trends in BFSI today How organisations in the industry can act and respond effectively to current changes Where we expect 2021 will take us next Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001l12HQAQ" url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t" ar_url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t"] FORRESTER RESEARCH REPORT The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence Vision: The Contact Centers For Customer Service Playbook The COVID-19 pandemic shed light on the need for contact centre modernisation to provide seamless customer experiences and to eliminate repetitive tasks. This crisis also revealed the important role of customer service in acquiring — and keeping — customers. In its report, Forrester goes in-depth on these key trends, top post-pandemic priorities, and outlines three main customer service trends to watch for in 2021. Download the full Forrester report and get market trends and insights on how to: Fuel customer service transformation with digital channels and AI Reduce the cognitive load on agents so they can focus on fostering loyal customers The importance of modernisation in your contact centre’s survival Download the report [mktoform cta_header="" cta_button="Download the report" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kylYQAQ" url="https://content.genesys.com/resource-forrester-megatrends-2021"] MYCUSTOMER RESEARCH REPORT Customer experience leadership during COVID-19 COVID-19 has thrown business strategies into chaos, and customer experience strategies are no different. Indeed, research indicates that nearly all organisations have made major changes to their customer experience strategy as a result of the pandemic. Drawing on interviews with multiple customer experience practitioners - many of whom were finalists in MyCustomer's recent CX Leader of the Year award - this report takes a look at some of the ways that COVID-19 has influenced customer experience strategies over the past year and examines how CX managers have responded and flourished. This includes: How opportunities for additional customer support and assistance were identified How staff were kept safe, supported and informed How customer communications were made transparent and proactive How customer experience’s influence within the organisation has been developed How focus on CX was maintained despite the pandemic Download this report now to learn from these real-world examples and gain insights into how the CX world has responded. Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001l09MQAQ"] Executive brief: Improve customer strategy with predictive routing Create a customer strategy that builds profitability and a predictable revenue foundation [cutoff co_thick="2px"]Customer experience is no longer just a series of interactions occurring on one communication channel. To meet today’s customer expectations and accelerate profitable growth, you need a clear understanding of customers and their intent across a growing number of channels. With a customer strategy that includes predictive routing, you gain the advantage of meaningful data and the ability to leverage it systematically to predict the best customer-to-agent match. The result is stronger customer relationships and better business outcomes. Read this executive brief to learn the valuable benefits of a data-driven customer strategy that uses predictive routing with artificial intelligence (AI) and machine learning, including: Business outcome scoring on customers and active agents to determine the best customer-agent match Visibility and control at every touchpoint to achieve specific outcomes The right level of engagement at every moment throughout the customer journey Real-time outcome performance monitoring with historical reporting for daily, weekly and monthly trending Key insights to continuously refine and improve customer strategy [mktoform cta_header="Get the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Kg6gAAC"] PRACTICAL GUIDE Manage call centre changes for better results A practical guide to contact centre change management Learn the steps needed to successfully manage organisational change—whether you’re migrating to new contact centre platform or adopting best practices for workforce engagement management. Download the guide to learn how to: Get buy-in from your teams and stakeholders Support your team through change and close knowledge gaps Ensure long-term adoption of new behaviors, processes and systems Download the guide [mktoform cta_header="" cta_button="Download the guide" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwyQQAQ" ar_title="Practical guide to managing change in your contact center" ar_url="https://content.genesys.com/resource-change-management/en-us-change-managem"] [rawcss raw_css="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"] GARTNER RESEARCH REPORT Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Gartner names Genesys a leader in the 2020 CCaaS Magic Quadrant The Contact Center as a Service (CaaS) landscape is highly competitive. The 2020 Gartner CCaaS Magic Quadrant report evaluates 13 vendors on their completeness of vision and ability to execute — to help you make the right choice. Genesys is proud to be named as a Leader for completeness of vision and our ability to execute through strong global operations, expansive geographic presence and a robust partner network. Get the full report to learn why Genesys is positioned as a worldwide leader with solutions for businesses of all sizes and industries. You’ll also get insights into: Key trends driving the CCaaS market Tips for navigating the marketplace How Gartner evaluates 13 providers on their ability to deliver great customer service Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Source: Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020 [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Speech Recognition" sub_title="Get accurate speech recognition without the complexity" image="308327" filecta_label="Download a PDF" filecta="308355"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved customer experience"] Personalise your customer’s first impression of your business. Enable tasks such as address recognition not possible with touch-tone self-service. Simplify customer input and speed up option selection by eliminating long menu lists. [/sg_item][sg_item title="Reduced costs"] Increase self-service completion rates by offering more natural interactions. More effectively automate simple, repetitive tasks while reserving agents for interactions that require human intervention. Install ISR natively with PureConnect – no additional hardware required. Improve productivity in the enterprise by allowing callers to access the speech-enabled ISR company directory [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Contact centres are continually challenged to balance customer satisfaction with cost containment. Automatic Speech Recognition (ASR) provides an effective method for achieving this goal by enabling more satisfying self-service interactions through a human speech experience. While ASR offers significant benefits, the solution has been accessible primarily to large contact centres due to the cost and complexity of deployment. Interaction Speech Recognition (ISR) from Interactive Intelligence brings the advantages of speech recognition to contact centres of all sizes by providing a built-in, cost-effective solution with accurate, flexible speech enablement.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key features"][sg_item] Select speech in accordance with the complexity of your application. ISR includes a large library of built-in selections for grammars: digits, date and time, numbers, currency, and Boolean. No limit to the number of words within a grammar. Allows the ability to perform functions without the restriction of staying within a prescribed word count [/sg_item][sg_item] For enterprise users: Built-in support for company directory as well as speech-enabled options included in Interaction Attendant. Eliminate the need for a separate ASR server by running directly on media server(s). [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308355"][/section_cta] MYCUSTOMER RESEARCH REPORT Empathy in Customer Service: A Consumer Survey and Practical Guide Today, with people more anxious and stressed than ever, empathy in customer service has arguably never been more important. To shed some light on this, MyCustomer and Genesys commissioned a consumer study examining how successfully today’s organisations are catering to their customers’ emotional requirements, and how it impacts business reputation and customer relationships. Download the MyCustomer report and learn: How well today’s organisations are responding to the consumer need for empathy in their customer service interaction Implications for those organisations that do and don’t deliver empathy well How to respond and improve empathy in your own service experience Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001krUBQAY"] [section_header text_theme="theme-dark" title="Take a new perspective on employee experience" background_img="339660"]Traditional workforce tools offered efficiency — but not much more. To engage modern teams, it’s time for a new perspective on employee experience.[/section_header][section_content][gsc_item format="content-d" tag_type="h2" media_type="youtube" title="Keep up with a changing world" yt_video="https://www.youtube.com/embed/yT6_YduCWQk"]As markets evolve around the world, Genesys is helping companies transform the way they work to support customers — and employees. Businesses that are unwilling to take on transformation can’t keep up with a world that expects innovation and demands attention.[/gsc_item][/section_content] The nature of business transformation Now it’s artificial intelligence (AI) and automation that are transforming our world. And they present an enormous opportunity for businesses to focus on the employee experience. Businesses that are unwilling to take on transformation can’t keep up with a changing world. They’re plagued by gaps in functionality, antiquated thinking and processes that don’t support desired business outcomes. Employees feel it, too. In worst-case scenarios, these businesses collapse from their poor employee experience. There’s a new generation of employees who expect more from employers. They want job satisfaction. They want to be a part of the solution. And they want to know you’re paying attention to their needs. How you respond to this desire for empathy is key to transformation.[section_grid column="grid-1x1" padding_control="no-top" cards_bg="bgc-white"][sg_item image="339579" item_class="bg-white"] New employees. New expectations. By 2025, 75% of the global workforce will be millennials who want and need: Simple and straightforward training Guidance and feedback Tools that encourage active participation in their development [/sg_item][/section_grid] Determine where your transformation begins [section_content padding_control="no-top"][gsc_item format="content-b1" image="339644"]For decades, contact centres have focused ​on optimising efficiency and effectiveness ​to improve customer experience. And early workforce management tools reflected that. Workforce management (WFM) and workforce optimisation (WFO) tools offered contact centres modern operational efficiency and some workforce scheduling — but not much for improving the employee experience. Genesys Cloud Workforce Engagement Management (WEM) does more than fill the gaps. It includes the WFO and WFM features you need — and the latest workforce engagement tools to help all employees thrive. It’s built to transform your contact centre ecosystem for more satisfied employees and customers. Use the examples on the left to determine which workforce ring you fall into now and where your transformation to true workforce engagement begins.[/gsc_item][/section_content][section_grid column="grid-3x3" padding_control="custom" title="Engaged teams drive better results" desc="Putting employee engagement first is the most direct path to improving customer experience. According to Gartner, the adoption of cloud technology has become mainstream and expectations of the outcomes are higher. Cloud gives businesses access to the latest innovations without compromising availability and scalability — the fundamentals of an employee experience transformation." padding_control_custom="5.556rem 0 0 0"][sg_item title="The Temkin Group" image="595"]CX leaders have 60% more engaged employees than CX laggards.[/sg_item][sg_item title="Gallup" image="9491"]Highly engaged business units achieve 10% higher customer metrics, 20% higher sales and 21% higher overall profitability.[/sg_item][sg_item title="Gartner" image="9429"]Employee engagement is of equal or higher importance than other factors according to 86% of organisations.[/sg_item][/section_grid][section_content section_width="contain" background_clr="bgc-bb-red"][gsc_item format="content-d" cta="url:https%3A%2F%2Fwww.genesys.com%2Fresources%2Ffrost-sullivan-best-practices-award|title:Read%20more|"] Frost & Sullivan awarded Genesys the 2020 Frost Radar Best Practices Award for Innovation Excellence in Workforce optimisation [/gsc_item][/section_content][section_form cta_button="Sign up" form_action="inline" background_clr="bgc-bb-teal" title="Start your transformation with Genesys Cloud Workforce Engagement Management." ty_title="Thanks for your interest." ty_desc="We’ll contact you directly to talk about your transformation to true workforce engagement management." cid_id="7011T000001kvqyQAA"]Do more than fill the gaps. Build employee engagement with tools that simplify the experience and smart automation that always has your team’s back.[/section_form] 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 IDC Study Redefining Customer Experiences with Cloud and Artificial Intelligence-Enabled Contact Centers IDC Report focused on the Middle East market [cutoff co_thick="2px"]Organisations in the Middle East are increasingly investing in technology to gain an advantage in an increasingly competitive environment, enhancing customer experience (CX) through digital transformation (DX) is the top business priority for organisations of all sizes across all industries. Read the full IDC report and find out: The use of AI in the CX domain, and why it's the most notable trend in the Middle East. Why more than ever organisations are using AI to boost their CX and improve agent productivity Why organisations have highlighted that the use of AI has stremlined the CX process How AI has reduced costs and optimised the use of company resources. Download this white paper and discover the key findings from the latest IDC research examining the current market dynamics of cloud-based contact centres in the Middle East[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD STUDY" ar_status="dynamic" cid_id="7011T000001kx0gQAA"] CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Retail In retail it’s all about keeping your customers happy. Increasingly, this means integrating web chat, chat agents, and proactive outbound customer service through emails, calls or SMS, to improve customer satisfaction. See how your efforts stack up in the latest UK Contact Centre Verticals: Retail Report. Leveraging data from multiple large-scale surveys of retail contact centers in the UK, this study takes an in-depth look at operations and trends. Download the ContactBabel report and learn: Trends in size, structure, and growth of retail contact centres Contact centre within the retail sector benchmarked against the larger contact centre industry Technology adoption trends within retail call centres Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kqmEQAQ"] CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Insurance Although your customers still want live support, keeping up with their expectations means using web chat, email management, gamification and interaction analytics. The complexity of managing customers and cases continues to rise with the popularity of self-service, mobile service, online product quotes, comparison sites and online account management. Take a closer look at the latest advancements that affect your business in the latest Contact Centre Verticals: Insurance report. Leveraging data from multiple large-scale surveys of hundreds of UK insurance contact centres, this study takes an in-depth look at their operations and trends. Download the ContactBabel research report and learn: Trends in size, structure, and growth of insurance industry contact centres How contact centres within the insurance sector benchmark against the larger contact centre industry Technology adoption trends within insurance sector call centres Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kqm9QAA" url="https://content.genesys.com/uki-insurance/uk-cc-verticals-insu" ar_url="https://content.genesys.com/uki-insurance/uk-cc-verticals-insu"] CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Finance The financial services industry - banks, credit card companies, loan companies, stockbrokers, financial services advisers and debt collection agencies, have been relatively slow to embrace digital communication. This has started to change as customers have come to expect solutions such as web chat, speech analytics and AI to be implemented, and increasingly demand self-service, mobile banking, video agents and online banking. The UK Contact Centre Verticals: Financial Services looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK financial services sector. Leveraging data from multiple large-scale surveys of hundreds of contact centres, this study gives an in-depth look into this vertical’s contact centre trends and operations. Download the ContactBabel research report and learn: Trends in size, structure and growth of contact centres within this industry Financial service contact centre metrics benchmarked against the larger contact centre industry Technology adoption trends within call centres in the financial sector Download the report [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kqa3QAA"] EBOOK Customer Relationship Barometer What future for Customer Experience in times of health crisis? Genesys, in partnership with Orange Business Services and the Relation Client magazine, carried out a study among 257 customer relations professionals, between May and July 2020. This study focuses on the evolution of CX issues in the face of the health crisis and the new investment priorities made by French companies to strengthen customer satisfaction. Discover the detailed results and comments from our experts. Read the e-book [mktoform cta_header="" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kwr0QAA"] EBOOK Journey mapping in the contact centre and the role of predictive engagement How they work together for faster and more effective outcomesYour customers are empowered by an endless number of online options, digital channels and easy access to information. This digital disruption is shifting business focus from traditional communication techniques to dynamic engagement across all channels. Journey mapping looks at customer interactions across all touch-points and empowers your agents with the complete customer context needed to drive more personalised customer experiences, build deeper relationships, increase revenue and improve lifetime value. Download the ebook to learn: How journey maps drive customer-centric processes for multichannel customer engagement How leading vendors design and orchestrate proactive and personalised customer journeys How a journey-focused approach optimises your agent and customer experiences Download Now [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwERQAY" ar_url="https://content.genesys.com/ddg-journey-mapping"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Digital" sub_title="Increase revenue and reduce costs by orchestrating omnichannel customer journeys" image="4153" filecta_label="Download PDF" filecta="4154"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Digital channels"] Create proactive engagement on your website and mobile apps at critical times to offer promos or service to reduce bounce rates or abandonment. Omnichannel creates context and consistent customer experience across all non-voice channels, including web chat, email, SMS, social and messaging apps. • Support multimodal interaction over multiple channels to reduce resolution times. For example, you can push a form to a customer over the web while still on phone. [/sg_item][sg_item title="Customer experience platform"] Native technology targets all channels, including voice, across a common platform for lower TCO, improved service and reporting consistency. An omnichannel desktop handles all channels, including voice, integrated knowledge and journey history. The result is increased agent productivity, improved customer experience through reduced effort and increased first contact resolution. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Digital transformation is one of the most important trends shaping the future of business. It is the realignment of, and investment in, technology and business models that will more effectively engage digitally savvy customers at every stage in the omnichannel customer journey. Digital transformation changes the way companies sell, market, operate and scale in an increasingly digital economy. This transformation is not without challenges. The rise in multichannel touchpoints has greatly complicated the end-to-end customer journey, especially as use of mobile devices increases. Customers expect to receive consistent and personalised experiences—no matter which channel they use. But it difficult to manage the customer experience across self-service and assisted service when each channel emerges from a separate technology silo. Without contextual awareness for customers and their journeys, or visibility into the service or sales performance provided, you get an impersonal experience that creates dissatisfied customers and inefficient operations. Automation and blended Artificial Intelligence offer new opportunities across the enterprise Artificial intelligence (AI) has tremendous potential in the world of digital customer experience—from automating tasks like setting appointments and troubleshooting problems to empowering customers to serve themselves. Machine learning and predictive decision-making capabilities offer the promise of intelligent and faster data processing that wasn’t possible before or was highly inefficient when done by humans. Genesys enables a hybrid approach called “blended AI,” which puts AI and bots into action to augment the jobs humans do. Blended AI tackles the grunt work of collecting information and processing data which, in turn, empowers people to provide better, more meaningful service. With bots handling common issues, agents have more time to deal with complex and nuanced issues that require a human touch. This blended AI approach combines artificial intelligence with the power of the human touch to reshape the way businesses create higher levels of customer satisfaction and efficiencies. Asynchronous communication empowers long-lived conversations at the customer’s pace Messaging is the fastest growing and most widely used form of interpersonal communication, outpacing SMS and social networks. The ubiquity of messaging applications and their growth trajectory make them an important consideration and opportunity for customer experience and sales operations. Businesses now have an opportunity to incorporate messaging apps into their customer experience strategy, meeting customers where they most frequently communicate. Genesys enables organisations to use a combination of automated and agent-assisted interactive dialogues, bringing the benefits of interactive messaging into customer service, sales and marketing operations. You can escalate messages that require special handling to live agents, when needed. For consumers, this brings convenience, immediacy, ease-of-use and self-service; it also eliminates the need for customers to wait on hold. For businesses, it means high response rates, cost-effectiveness, reduced inbound calls, increased agent productivity and improved customer experience. Effectively manage the digital workforce To effectively deliver an optimal experience across the omnichannel customer journey, you need to plan and deploy the right staff—at the right time—for the right customer. Many companies struggle to staff a workforce across all channels and touchpoints. In fact, studies show that a top pressure for management is the need to improve overall workforce productivity through better employee management. Optimising your workforce starts with accurate forecasting and cost-effective scheduling across all communication channels. Too often, these channels are managed in silos, creating great complexity and manual work for your planning department. Additionally, performance data must be gathered from multiple places to ensure accurate and effective schedule forecasting. Genesys Digital, along with workforce optimisation capabilities, automates the manual work of your operations and planning teams, increases first-contact resolution, improves staff productivity and helps you deliver on your SLAs within budget. The workforce is often the brand ambassador to your customers and directly affects their experiences. With Genesys, you ensure they’re well-trained and informed, reducing labour costs and driving efficiencies. Drive revenue The continued growth of online and mobile shopping has made it incredibly easy to comparison-shop with little concern for brand loyalty. Customers choose to do business with companies that offer the lowest price or the best services in the most efficient manner. Companies compete now more than ever to fend off increasingly high levels of abandoned shopping carts and lower sales conversions. Genesys Digital provides the capabilities needed to track customer actions across channels to proactively engage customers at the precise moment of opportunity. This reduces shopping cart abandonment, improves conversion rates and reduces churn. Companies continuously struggle to understand the buying habits and behaviours of their customers. They must determine: Which sites customers have visited; What channels were used to search for products and services; When and how to effectively engage with these customers. Compounded with the difficulty in attributing anonymous web traffic and a lack of contextual awareness, many companies’ websites are full of wasted opportunities to create meaningful customer engagements. Genesys makes it significantly easier to manage a customer conversation that could stretch across multiple touchpoints and time by basing engagement decisions on customer context from current and past interactions—at the right moment and with the right resource. The seamless, personalised experience increases the likelihood of a customer recommending your product or service for a higher overall Net Promoter Score (NPS). Deliver an omnichannel customer experience Most companies today can only support multichannel—not omnichannel—customer engagement. While they support many channels, they typically cannot support multiple channels simultaneously within a single interaction (multimodality), cannot link interactions in a step-by-step workflow (orchestration), and cannot manage the lifecycle of the customer journey (design, orchestrate, monitor, tune) to provide a personalised and context-appropriate experience for every customer (journey management). This leaves companies unable to provide the type of personalised context-appropriate experience today’s digitally driven customers demand. Genesys Digital combines multimodality, orchestration and journey management to provide a great omnichannel customer experience with compelling business outcomes. Most customer journeys begin on self-service touchpoints. Yet, impersonal and non-contextual self-service often results in abandonment, escalations to assisted service and a poor customer experience. With Genesys Digital, you can transform self-service and assisted service engagement by orchestrating designed omnichannel customer journeys across all touchpoints and channels to deliver a consistent, seamless and low-effort customer experience. Modernise with Genesys Digital It is time to modernise the digital customer service and sales experience with Genesys Digital. Our solution is comprised of a natively developed suite of digital channels that are built on a common channel infrastructure within a single customer experience platform. The result is less complexity and the elimination of silos, which reduces costs. With integrated workforce management and analytics, you have everything you need to deliver a consistent and seamless omnichannel customer journey and experience. Be prepared for the digitally savvy customer If your organisation is in the midst of a transformation to better prepare for the digital economy, contact Genesys. Learn more about how Genesys Digital can help increase revenue and reduce costs by orchestrating omnichannel customer journeys designed for optimal experiences.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray"][sg_item title="Workforce"] Integrated digital workforce management uses a unique algorithm designed for non-voice interactions to improve the accuracy of forecasting, scheduling and adherence. Cross-channel SLA management improves insights, adherence, and continuous reprioritisation and assignment by value. It also reduces payment of penalties and delivers a consistent experience over any channel by customer segment. [/sg_item][sg_item title="Analytics"] Speech and text analytics understand causes of issues and improve conversion rates. Cross-channel digital quality management works with text analytics to monitor the quality of assisted interactions and to identify training opportunities—improving compliance adherence and first-contact resolution [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download the PDF" filecta="4154"][/section_cta] [this_page_title] [cutoff co_thick="2px"] Having a single vendor for contact centre infrastructure and workforce engagement management eliminates the business challenges and technical obstacles of managing multiple vendors. You also gain the advantage of an integrated solution that positively affects your customer experience, employee engagement and business results. Read this eBook to learn the key benefits of choosing a technology provider that delivers the optimal integrated solution, including: Having a single version of truth through consolidated data, reports and infrastructure Gaining ongoing access to the most advanced innovations in customer experience and workforce engagement Driving employee effectiveness that’s shared between your routing platform and workforce engagement suite Using artificial intelligence to automate routine tasks to free up agents to engage with customers on more challenging issues How a large insurer saw a 50% reduction in system costs and a 73% increase in Net Promoter Score [mktoform cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfJPAA0"] ANALYST RESEARCH REPORT Forrester recognises Genesys as a leader in Contact Centre as a Service The Forrester Wave™: Contact-Center-as-a-Service (CCaaS) Providers, Q3 2020 As the number of digital channels continues to grow, remote agents need reliable technology to support them in this new normal. This requires a robust, all-in-one contact centre solution that offers personalisation at scale. Genesys is proud to be named a leader in Contact Centre as a Service (CCaaS) solutions in the 2020 Forrester Wave report and recognised for its extensive product portfolio, CRM integrations, and native workforce optimisation (WFO) capabilities, which allow for a seamless user experience for multiple roles, and more consistent operational and WFO data. Download the full report to learn why Forrester recognises Genesys as a leader in CCaaS and see: An independent analysis of CCaaS providers Key market trends What to look for in a CCaaS solution Vendor comparison charts on current offerings, strategies and market presence Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kvxkQAA" ar_url="https://content.genesys.com/forresterwave-ccaas-2020" url="https://content.genesys.com/forresterwave-ccaas-2020"]The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave™. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. EBOOK The great customer experience opportunity: Reflections from the Customer Experience Management in Telecoms Global Summit 2020 The pace of change has been unrelenting for telcos. In recent years, infrastructure improvements, demands for more data, and the explosion of streaming, social media and messaging have set the agenda. However, the irony is, that an industry built upon connecting people has been so guilty of failing to listen and as a result, customer experience has suffered. Disappointed customers leave in droves, often telling their friends about their experience on Twitter. Across the board, poor service delivery has been punished. This report includes insights from the industry leaders placing customer experience (CX) at the top of their to-do lists. We hope it helps and inspires you with your own customer experience revolutions. Get this ebook to learn: Why customer retention is more important than customer acquisition How customer journey mapping is an important priority How AI and data management creates ROI Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kw1XQAQ"] EBOOK Moments with meaning: Insights into CX Exchange BFSI 2020 CX Exchange BFSI 2020, brought together leading executives from the industry to share ideas on how to thrive in a rapidly evolving market. Demands on the BFSI industry are great, with customers and employees expecting more from interactions. Customer service leaders have to grapple with the rise of challenger banks, explore the possibilities of artificial intelligence (AI) and meet the challenges of a multichannel world, while balancing budgets and installing feedback mechanisms and metrics. This guide gathers key ideas from the CX Exchange BFSI. We hope it offers you some inspiration, get this ebook to discover: About digital transformation to leave no customer behind How to innovate and collaborate to win How to optimise customer experience with AI Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kw1NQAQ"] EBOOK Re-energising the customer conversation: Reflections on Utility Week Customer Summit 2020 Utilities suppliers are in uncharted territory with new disruptive competitors, ever-increasing customer expectations, an ageing population, disruptive technology and the drive towards sustainability have have put pressure on the sector. For some, the pace of change has been too much; others have thrived. Those that have benefitted most are the businesses that recognise that in a price-capped world, advancing the customer conversation is a matter of necessity rather than choice. It was with this in mind that much of the industry attended the Utility Week Customer Summit 2020. The event was an informative experience, full of passionate speakers who were open about the challenges they face in modernising and digitising. Reflecting on the event, the Genesys team was struck by how proactive industry leaders are in not just meeting the challenges head on, but in seeing them as value opportunities for the years ahead. Get this ebook to learn: How perceptions can be problematic for business Which trends are shaping the conversation How personalisation is the key to business performance Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kw1DQAQ"] EBOOK Ten to-do items for CDAOs: Insights from Chief Data and Analytics Officers, UK Looking at the Chief Data and Analytics Officers, UK conference, which took place earlier in 2020 and breaking down the insights for all those that are in charge if company data. The expectation of collecting information and converting it into profits, as well as, to drive cultural change, build data literacy skills, address privacy concerns, create infrastructure and adopt disruptive technology, creates enormous pressures. And they're expected to do it all while remaining ethically astute and realigning the workforce to be more representative of society as a whole. Get this ebook to learn: Insights and experiences of representatives from the likes of HSBC, Just Eat, Centrica, Volkswagen and more Typical demands on the average CDAO, helping you make informed decisions about data strategy How to transform customer data into business growth Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kw1IQAQ"] ContactBabel Research Report The UK Customer Experience Decision-Makers’ Guide 2020-21 The "UK Customer Experience Decision-Makers' Guide (2020-21 – 3rd edition)" is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations. Taking a random sample of the industry, a detailed structured questionnaire was answered by 206 senior CX and customer contact professionals between May and July 2020. Analysis of the results was carried out in August 2020. Additionally, a survey of 1,000 UK consumers was carried out in July 2020 in order to understand their attitudes to elements of businesses’ CX programs and what they understand a positive customer experience to be. Third-party White Papers, case studies and thought leadership pieces are also referenced to assist readers who may wish to look more in-depth at specific areas or to gain another viewpoint. Download your copy here. Get the guide [mktoform cta_header="" cta_button="Download the guide" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kvXhQAI"] ContactBabel Research Report The Inner Circle Guide to Omnichannel Workforce Optimisation Recent years have seen a resurgence in investment in workforce management solutions, often driven by the increasing requirement to handle ever-growing volumes of digital interactions, as well as a rise in remote working and managing employees’ greater expectations of flexible working patterns. These workforce optimisation solutions aim to address four key commercial and operational issues: Improve agent skills and experience, increasing the quality of interactions Increase customer satisfaction Reduce the cost of service through efficiency Understand interactions and improve the efficiency of associated business processes This reports discusses the various WFO (also referred to a WEM) options available to businesses, describing the use cases for each tool, the benefits, and the current rate of industry adoption. Get the report [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t987QAA"] How-To-Guide: Using AI to Personalise the Customer Experience Personalising the customer experience is a task that every organisation knows is important, yet, few businesses are willing to strategically deliver. Individualising the experience is more than firm handshakes and friendly smiles. It requires a robust infrastructure, one able to analyse actionable data and artificial intelligence. Today’s contact centres and organisations gather far too much customer intel to get away with impersonal service. Attention scarcity means you can’t afford to bombard your customers with irrelevant emails or lose their followership on social media. They’ll churn. This report will help you change your contact centre into a seat of personalisation – a value creator that can turn AI into individualised customer experiences. Topics include: 5 Key steps to personalising the customer experience The development of systematic customer profiles. How to collect more data through different mediums, reaching consumers on their preferred channels. Detailed approaches for collecting feedback. Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kqmEQAQ"] 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 White Paper UK Universities: Competing in Clearance Why universities are turning to cloud-based call centre software to improve admissions performance. [cutoff co_thick="2px"]This white paper examines why High Education is turning to cloud-based solutions to improve admissions and amid the continued uncertainty and what support is available to encourage enrolment. Institutions need to explore the various tools available to them in order to provide students with a chance to pursue their academic aspirations, whilst at the same time allocate places on unfilled courses. We examine: Unique insights on where to turn when competition for new university students is fiercer than ever before Why High Education is turning to cloud-based solutions to improve admissions How a superior communication strategy, ensuring efficient enrolment, collaboration & administration will put you in a standout position this summer to avoid clearing chaos. [mktoform cta_header="Get the report today" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001t8LFQAY" url="https://content.genesys.com/competing-in-clearance" ar_url="https://content.genesys.com/competing-in-clearance"] How to set up a contact centre from scratch – in less than 3 days How the City of Helsinki set up their helpline Cloud and Automation is key for organizations looking to offer the best customer service possible. Cloud offers fast and simple implementation, and AI allows for a more efficient way of engaging with customers, whether you need to support your agent’s or interacting with customers digitally to increase conversion rates. The Finnish City of Helsinki set up a contact centre in less than 3 days reaching out to over 80,000 elderly to help with everyday life during Covid-19. After just four weeks they had made over 40,000 contacts, and all of this was possible thanks to the Genesys Cloud platform. Download the article to learn about: How organisations can differentiate their business by offering smarter customer service solutions. Set up scalable customer service in no time. Implementing Workforce optimization tools that improve CX and increase revenue. Cut cost and reduce call wait times by utilizing AI technology. Download Now [mktoform cta_header="" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8ue"] ANALYST REPORT Frost Radar™: European Contact Center as a Service Market, 2020 Genesys software outranks the competition in the Frost and Sullivan Frost Radar™: European Contact Center as a Service Market, 2020 report. Genesys Cloud™ contact centre software tops the CCaas market by offering an all-in-one cloud contact centre platform, the most complete marketplace, a myriad of high-quality native features, a simple user interface, and unmatchable customisation capabilities. Download the report to see why Genesys is a leader, including: Heavy investment in developing innovative applications for predictive engagement and for embedding artificial intelligence capabilities in customer experience tools An innovation strategy that's faster than anyone in the industry CCaaS revenues skyrocketing due to accelerated customer cloud adoption Download the report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8idQAA"] White Paper UK Contact Centres: Winning In The New Normal UK Contact Centre Remote Working Survey White Paper [cutoff co_thick="2px"]Genesys and IST conducted an online survey between 21st of April 2020 till 30th of April among 150 contact centre executives and managers the United Kingdom. The survey found that more than eight-in-ten managers (82%) said 75% or more of their contact centre staff are working remotely and more than half (54%) have 100% of their contact centre agents operating remotely. Employee wellbeing biggest challenge during pandemic 58% of contact centre managers said ensuring staff wellbeing was their biggest challenge whilst transitioning to remote working. More than a third (35%) said the restraints imposed by their current technology give them the biggest headache, while for 34% it is maintaining the effectiveness of their workforce. Over a quarter (26%) said enabling remote working was their greatest difficulty, along with lowering contact centre demand. Only 18% said budgets are currently their main challenge. Increased call volumes and demand on Contact Centres Based on interaction data from the industry’s leading cloud contact centre platform, Genesys Cloud, between Q4 2019 and Q1 2020, UK businesses saw an increase of nearly 33% in customer service inquiry volumes. Dealing with the increase in demand, businesses were asked which technologies could help contact centres manage these increases. Chatbots came top, selected by 34% as a priority for businesses looking to provide quick answers to frequently asked questions, such as opening hours. Knowledge base self-service was on the wish list for almost as many (32%). Nearly 30% want to introduce robotic process automation (RPA) to assist agents and exactly a quarter (25%) want to see implementation of voice biometrics to identify callers, save agents time and eliminate frustrations. Download this report now to learn how contact centres can adapt to win in the new normal.[mktoform cta_header="Get the report today" ar_status="default" cid_id="7011T000001t6mnQAA"] EBOOK Genesys and Google Cloud: Bringing contact centre AI to life Artificial intelligence (AI) in the contact centre has moved beyond hype. Customers are willing to engage with bots, but they also want to talk to agents for complex issues. Conversational AI can drive efficiencies by automating simple, repetitive interactions while allowing for a smooth handoff between bots and live agents. It also frees up agents to handle more complex issues. Genesys and Google Cloud make AI-powered customer experiences accessible to companies of all sizes and sophistication levels. Get this ebook to learn: Three challenges that conversational AI solves in contact centres How voicebots and chatbots can improve operational efficiency How to empower agents with an AI-powered virtual assistant Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] MIT RESEARCH REPORT The global AI agenda - Promise, reality and the role of AI and data sharing Understanding AI’s real impact on businessArtificial intelligence (AI) capabilities are no longer reserved for big tech players. From manufacturing to energy and health care to government, MIT found that organisations from all industries and sectors are experimenting with a suite of AI solutions. MIT Technology Review Insights surveyed over 1,000 senior executives across different sectors and regions of the world to understand how organisations use AI now and plan to in the future. Read the report today to learn about: Real-world AI use cases Scalability challenges businesses face Business readiness to share data and enhance AI capabilities Download the report [mktoform cta_header="" cta_button="Download the report" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK" url="https://www.genesys.com/en-gb/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing"] IDC Spotlight: IDC Nordic Analyst Perspective: Customer Experience drives tomorrow’s business Nordic organisations are positioned to utilise digital determination and cultural abilities to turn CX into a vital business evolution. The digital maturity in Nordic organisations has grown remarkably according to IDCs Tech Pulse Survey. Never before have companies in the Nordic welfare economies had this advantage of technology and digital culture on the brink of restarting after an economic crisis. And at the same time, they are ready to take next digital steps with cloud, analytics and AI. According to IDC by 2022, 75% of enterprises will embed artificial intelligence into customer-facing technologies and processes using AI-based software to discover operational and experiential insights to guide innovation. Get this IDC Nordic Analyst Perspective and learn about: • Why customer experience solutions should be rooted in efficiency and automation. • How CX is closely related to employees in contact centres and similar customer functions. • Which technologies are needed for CX Solutions today and in the future? Get the IDC Report [mktoform cta_header="" cta_button="Read now" form_p_target="custom" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001Id6iQAC"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Edge" image="307425" filecta_label="Download a PDF" filecta="307482" img_alt_text="Interaction Edge" sub_title="Product Data Sheet"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="For complete single-vendor SIP capability"]The Interaction Edge™ multipurpose appliance combines a powerful IP gateway, media server and SIP proxy into a single 1U appliance solution. That makes Interaction Edge easy to deploy and manage. When paired with the Genesys PureConnect IP platform, it provides a highly redundant solution to manage all aspects of SIP processing for contact centre automation and enterprise-wide unified communications. The Interaction Edge appliance is designed to play several roles when connected to a SIP-based PureConnect system: it can be a small media server appliance with a SIP proxy; a mid-sized gateway (1 or 2 spans) with a media server and SIP proxy, or a large gateway (4 or 8 spans). The Interaction Edge models that support 1 or 2 spans are the perfect fit for remote sites, allowing the gateway, media server and SIP proxy functions to be deployed using a single piece of hardware. The Interaction Edge appliance also uniquely allows contact centres and businesses to implement a fully-integrated SIP solution for IP communications from ONE vendor. Whether a SIP-based PureConnect/Interaction Dialer® configuration, Interaction Edge enhances special dial plan routing, redundancy, and load balancing across your PureConnect platform.[/gsc_item][/section_content][omnitable column="col-five" theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-5" h_align="center"] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col h_align="center"] Up to (Media Server Add-Ons [/omnitable_col][omnitable_col h_align="center"] Installed (Media Server Add-Ons [/omnitable_col][omnitable_col h_align="center"] Channels [/omnitable_col][omnitable_col h_align="center"] Spans [/omnitable_col][omnitable_col h_align="center"] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X0[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]N/A[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X1[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]T1/24 E1/30[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]4[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X2[/omnitable_col][omnitable_col]2[/omnitable_col][omnitable_col]T1/48 E1/60[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]2[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X4[/omnitable_col][omnitable_col]4[/omnitable_col][omnitable_col]T1/96 E1/120[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X8[/omnitable_col][omnitable_col]8[/omnitable_col][omnitable_col]T1/192 E1/240[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-5"]Models 0, 1, and 2 can be deployed with or without a SIP Proxy License[/omnitable_col][/omnitable_row][/omnitable][omnitable theme="orange-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Server [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Spans [/omnitable_col][omnitable_col] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Dimensions[/omnitable_col][omnitable_col]1U; 17.5 (W) 1.9 (H) 16.25 (D); Rack Mount or on shelf[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Temperature[/omnitable_col][omnitable_col]Operating: 32°F to 95°F (0°C to 70°C) Non-operating: -4°F to 158°F (-20°C to 70°C)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Humidity[/omnitable_col][omnitable_col]Operating: 20%-80% at 30°C (86°F)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Noise[/omnitable_col][omnitable_col]53 dB (office)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]LAN Support[/omnitable_col][omnitable_col]Dual redundant gigabit (10/100/1000 Mbits/sec) (NICs)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]DC Output[/omnitable_col][omnitable_col]275W[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]AC Voltage[/omnitable_col][omnitable_col]100-240 VAC, 50/60Hz 4-2A per cord[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Software[/omnitable_col][omnitable_col]Edge Embedded OS[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-5"]Models 0, 1, and 2 can be deployed with or without a SIP Proxy License[/omnitable_col][/omnitable_row][/omnitable][section_grid background_clr="bgc-lgray" title="Key features"][sg_item title="Gateway"] Digital trunk-to-SIP conversion Available in 1, 2, 4 and 8-span models Fully integrates to the Genesys PureConnect IP platform Easy to set up Web-based configuration Special dial plan routing A complete single-vendor solution [/sg_item][sg_item title="Flexible NxM architecture deployment"] High scalability, load balancing, fault tolerance Increased redundancy and reliability High call volume capacity via outbound Interaction Dialer servers Advanced call analysis for outbound dialing Fax relay support Fax transmissions to and from the PSTN (via T.38) [/sg_item][sg_item title="Media server"] NxM configuration Call recording, compression, and encryption of voice and voice mail with DTMF Record in TrueSpeech, G.711 (u-Law and a-Law), G.726-32, GSM, or L16 format Perform transcoding Quality of Service (QoS) for both audio and signaling Perform transcrypting between SRTP and RTP Advanced call analysis including detection of colored ringbacks and message detection Supports the Interaction Analyzer™ application to enable real-time keyword and phrase spotting Automatic Speech Recognition Audio Conferencing (simultaneous limit dependent on media server hardware and configuration) Supervisory monitoring by routing audio stream through the media server, not the PureConnect application server Enables playback controls for easy movement through a recording Support for remote dynamic audio, single side recording, and call waiting tones, as well as manual entry of DTMF digits from the .NET PureConnect client T.38 faxing in and out (simultaneous limit dependent on media server hardware and configuration) Playback of recorded music during ACD Wait and Hold states Prompt plays requiring DTMF input and plays .wav files, TTS, and DTMF Registers easily with any number PureConnect servers via an intuitive web administration interface Remote site recording to decrease WAN traffic. Also supports remote retrieval of recordings during non-peak hours via network or HTTP to optimise bandwidth usage Multiple independent supervisory records on the same call [/sg_item][sg_item title="SIP Proxy"] Compliant with the latest specification of the SIP standard (RFC 3261) and supporting all SIP methods and status codes Built-in web server for easy configuration and remote access from any browser Unlimited number of routing entries using a powerful yet intuitive regular expression pattern matcher Unlimited number of destination entries Fault tolerant routing; if a monitored server is not available, the SIP proxy will use the next available route Load balancing for SIP messages using a round-robin, random or prioritised distribution [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="SIP capability for Interaction Dialer" desc="When configured with PureConnect and Interaction Dialer 3.0 or higher, the Interaction Edge appliance allows teleservices firms, collections firms, and businesses offering blended inbound/outbound dialing services to:"][sg_item title="Perform advanced call analysis for outbound dialing needs"]In a SIP station’s live-side configuration, the Interaction Edge appliance leverages Genesys telephony infrastructure expertise to differentiate between a live caller, an answering machine, a fax machine, a busy signal or any other call detection situation, including differentiating SIT tones.[/sg_item][sg_item title="Handle the high-volume outbound capacities of Interaction Dialer servers"]The four- and eight-span Interaction Edge models are designed for greater trunking needs and scalability with its NxM “rack and stack” architecture. The Interaction Edge appliance also is designed in line with the Genesys SIP-based software approach and made especially for the Interaction Dialer application. Because Interaction Dialer and Interaction Edge integrate directly to PureConnect, call campaign and system performance monitoring is centralised in the PureConnect single administration environment.[/sg_item][sg_item title="Browser-based configuration"]Install the Interaction Edge appliance quickly and easily using a plug-in network connection and simplified deployment tool that runs from a USB key. Or if using DHCP, simply plug it in and discover the assigned IP address on the LCD screen. Once installed, the Interaction Edge browser-based environment allows administrators to: Configure call routes = intelligent mapping similar to dial plan/proxy Continuously monitor system performance Load and apply Interactive Intelligence Service Updates (SUs) Perform simple log retrieval via FTP [/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications and features"][sg_item title="Server highlights (EDGE01X8)"]Models for 0 to 8 spans (E1/T1) LCD Panel with buttons for status/settings LAN/WAN connection redundant gigabit NICs Headless: no mouse, monitor or keyboard required USB ports available Remote Power Management and KVM (IPMI) SIP coder support: voice coding/compression G.711: better quality, more bandwidth consumption G.729ab: low-bit rate coder, less bandwidth consumption [/sg_item][sg_item title="Protocol compatibility"] NI2, National ISDN-2 5ESS, AT&T 4ESS, AT&T DMS, Nortel QSIG, ECMA 164/165 E1/EurolSDN T1/CAS [/sg_item][sg_item title="Call analysis support with PureConnect 3.0 (and higher)"]Return these call analysis results to PureConnect/Interaction Dialer for processing: Answering Machine Positive Voice Silence Detected Fax Machine Cadence Break No Answer Busy Modem No Ringback SIT No Circuit Re-order Vacant Code [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="307482"] Video: How to keep an eye on shopping cart abandonment Abandoned shopping cart sales revenue is costing up to $31 billion a year according to Forrester, with customers going so far in exploring purchases, then moving on without completing their transactions. If you and your team can intervene, it can mean a massive difference in engagement and an increase in sales conversion rates of up to 40%. Our video outlines the problem and the potential solution. Get a view into how we can help you to increase your sales by reducing online shopping cart abandonment. Contact Us: [mktoform cta_header="Contact Us" cta_button="Contact Us" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001t7BiQAI" ar_url="https://www.genesys.com/en-gb/contact-us" url="https://www.genesys.com/en-gb/contact-us"] CONTACTBABEL RESEARCH REPORT The Inner Circle Guide to Contact Centre Remote Working Solutions Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. Now, to continue operating in an environment that’s shifted because of a pandemic, many more contact centres must implement continuity plans that involve remote working. This report from ContactBabel shows how to do this effectively, including: Examining what tools you have in place to enable remote work The amount of time it takes to implement your remote working tools How to manage remote agents and teams Download the guide [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t6m9QAA"] Executive Brief Four Reasons to Consider Genesys Interaction Recording [cutoff co_thick="2px"]A reliable recording solution is a critical component of your customer experience platform for ensuring compliance with regulations and required procedures. It also helps you continuously improve employee performance and customer experience through quality management and interaction analytics. Yet, recording systems that aren’t natively integrated into the contact centre platform (“third-party” recording) often create challenges resulting from lack of integration, as well as a high total cost of ownership. This Executive Brief provides an overview of challenges with third-party recording systems and explains how you can resolve these issues and realise significant benefits by migrating to Genesys Interaction Recording as part of the integrated Genesys Customer Experience Platform.[mktoform ar_status="dynamic" cid_id="701U0000001YBqx"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Co-browse" sub_title="Offer high-value, live collaboration to reduce customer effort" image="4117" filecta_label="Download a PDF" filecta="4118" img_alt_text="Genesys Co-Browse"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Improved customer experience Reduced customer effort Faster contact resolution Increased online conversion Enhanced lifetime value of customers Lower shopping cart abandonment Greater average order value Maximised agent productivity [/sg_item][sg_item title="Key Features"] Dynamic start page allows you to add co-browsing capabilities to website sections where you anticipate the most need. Page-sharing lets your agents see exactly what customers are seeing on your site, so they can view problem areas firsthand. Form-sharing allows agents to help customers complete online forms with confidence, thus reducing abandonment rates. Industry-leading security safeguards your customer’s sensitive information. Account numbers and other sensitive data are not visible to agents during co-browsing sessions. In addition, customer desktops and files are not shared with agents. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]One of the biggest reasons that organisations today lose sales or offer inefficient service over web channels is that customers cannot find the information they need. With Genesys Co-browse, companies can now drive up new revenue and improve service by guiding customers in real time to information about the products and services they need. Co-browse lets customer share browser pages with contact centre agents or knowledge experts, which in conjunction with real time chat or phone support, provides more effective, personalised online assistance. The ability of agents to co-browse with customers minimises channel escalation, improves first contact resolution (FCR), reduces abandonment, boosts customer loyalty, and decreases service costs. Reduce cart and web form abandonment The health of your organisation is tied to the ability to ensure customers receive appropriate service in their moment of need and finalise their purchases by completing web forms and applications. The inability to find information, compare products, or understand web forms leads to reduced customer loyalty, lost sales, and additional costs. Research firms estimate shopping cart and form abandonment rates are as high as 65%. Providing relevant intervention directly affects your bottom line and vastly improves the customer experience. This leads to additional up-selling and crossselling opportunities and an increase in the size of the average sale. Elevate your online customer experience Incorporating Co-browse into your web support environment empowers your customers and agents to initiate sessions—enabling hands-on assistance with everything from site navigation and form completion to picking the right item and completing the checkout process. With Co-browse, your agents can also proactively invite customers into sessions to further improve the customer experience. The potential payoff is clear. According to the industry research firm SQM, a 1% improvement in FCR performance equals $256,000 in annual operational savings for the average contact centre. Give your agents the power of personalised assistance By adding Genesys Co-browse to your online assistance mix, you ensure that your agents deliver the highest level of customer satisfaction, and you also boost revenue by providing relevant assistance during the buying process. Co-browse places a wealth of functionality at your customer service representatives’ fingertips, enabling them to provide a level of personalised service that will keep issues from being escalated to additional support channels.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Skills-Based, Context-Sensitive"]Co-browsing sessions are offered in conjunction with real-time chat or phone calls and are prioritised and routed to the right agent the first time.[/sg_item][sg_item title="Real-Time, Proactive Co-Browsing"]Co-browse seamlessly integrates with Genesys Web Engagement to proactively extend invitations based on business rules. These may include any combination of agent availability, customer behavior, or profile/segmentation.[/sg_item][sg_item title="Pointer Mode"]By default, when a co-browsing session is initiated, agents are in a read-only mode, so they’re only able to point and highlight during sessions. For more complex interactions, agents can request that customers allow write access.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Agents can easily access customer profiles and history and assist customers with website navigation, forms, and locating information—all while maintaining the conversation over chat or video. They can also seamlessly transfer the chat and co-browsing session to a specialist, leading to a better customer experience.[/sg_item][sg_item title="Customer Feedback"]Surveys following co-browsing sessions give customers the opportunity to provide specific feedback that helps you optimise your sales and service strategies.[/sg_item][sg_item title="High Availability"]Co-browse offers high availability capabilities with seamless failover in case a problem arises, ensuring business continuity.[/sg_item][/section_grid] Genesys Co-browse, Offer high-value, live collaboration to reduce customer effort [section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4118"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="The Microsoft and Genesys Alliance" sub_title="Power the world’s best customer experience with Genesys, Office 365 and Skype for Business" image="4031" filecta_label="Download a PDF" filecta="4032" img_alt_text="The Microsoft and Genesys alliance"][/section_header][section_grid background_clr="bgc-lgray" title="Key benefits"][sg_item] Unify customer journeys across Skype for Business channels and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organisation Decrease handle time with quick and easy access to IM, voice, video and screen share [/sg_item][sg_item] Deliver great customer experiences with a fully integrated suite of contact centre solutions. Simplified administration and installation with native UCMA API-based integration Improved operational flexibility in on-premise, hybrid, or cloud deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Our strategic partnership Genesys, the market leader in omnichannel customer experience and a Microsoft Gold Certified Partner, joins with Microsoft to integrate the Genesys Customer Experience Platform with Office 365 and Skype for Business. A deep strategic alliance at a technology and corporate level fosters ongoing collaboration within development, marketing, and sales teams. This partnership enables our customers to leverage Genesys customer engagement while natively powering their enterprise communications capabilities through Skype for Business. Our joint vision embraces the market trends of digitalisation, collaboration, mobility and cloud, both in customer service and enterprise communications. Genesys multimedia connector for Skype for Business Native integration with Skype for Business enables companies to seamlessly unify enterprise communications and omnichannel customer service—creating a collaborative contact centre. Enrich the customer experience with ubiquitous access to all Skype for Business channels (including instant message, voice and video) along with other digital channels such as email, social and web. Unified customer journeys and analytics across all channels allows businesses to better anticipate customer needs thus providing a truly effortless customer experience. Agents can quickly identify and access available experts throughout your business—whether in the contact centre, branch offices, mobile workers, or knowledge workers—and collaborate with these experts to address difficult customer inquiries. When needed, agents can establish a three-way collaboration between the customer and expert to drive immediate resolution. An integrated omnichannel desktop means agents can easily engage across all touch points throughout the customer journey. IT teams can consolidate infrastructure, retiring legacy PBXs and ACDs to reduce costs and overhead. Native integration eliminates complexity and is considerably easier to install, administer, and support, resulting in lower cost of ownership. The Genesys and Microsoft integrated solution scales from small to large, with the ability to deliver personalised customer journeys anywhere in the world. Proof points CX industry expert Don Van Doren, president of Vanguard Communications, says “Leveraging the core UCMA capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-added collaboration and customer engagement for companies of all sizes. Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.” Companies across the globe are finding value in the Genesys-Microsoft integration At Japan Tobacco International (JTI), the world’s largest tobacco product manufacturer, the Genesys-Skype for Business integration is used by three global IT help desks to support 27,000 employees across the globe. The Genesys-Skype for Business integration enables JTI to create an enterprise-wide virtual contact centre, and gives agents an end-to-end view of all interactions. Luc Greefs, Director of Shared Technology at Cegeka, an information technology company with 3,200 employees, says “Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we’ve improved collaboration, while moving to a software-based system to easily assimilate acquired companies’ systems.” Proof points As there is no one-size-fits-all solution for contact centre architecture, customers can choose from an assortment of deployment models including premise, partner hosted, and hybrid cloud. The supported deployment options are: On-premise deployment of the Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server. Partner hosted: an on-premise deployment in a private cloud provided by hosting companies. Voice-only cloud deployment: the Genesys Customer Experience Platform is deployed in the cloud, along with Microsoft Office 365/Skype for Business Online. Contact centre agents and office workers use Office 365. Hybrid deployment: The Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server will be deployed on premise. Agents and Information Workers/Office Workers are deployed in Office 365. [/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4032"] Three ways to use AI for better customer journeys Ebook Three ways chatbots improve customer experience [cutoff co_thick="2px"]Use bots powered by artificial intelligence (AI) to meet customer expectations for self-service and offer it at scale. Improvements go beyond cost savings when you use bots that: Anticipate customer needs and respond quickly in a personalised way Give agents guidance and tips during the customer interaction Cater to all time zones and customer schedules with 24/7 service Get the Ebook to learn more.[mktoform cta_header="Get the Ebook" cta_button="Download now" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001GYPbAAO" url="https://www.genesys.com/en-gb/campaign/three-ways-chatbots-improve-customer-experience-thank-you"] Tip Sheet Four ways voicebots elevate call center customer service [cutoff co_thick="2px"]Voicebots are fast, accurate and available 24/7. At a minimum, they dramatically reduce costs by offloading common and repetitive questions from agents. Good ones also improve your brand reputation. And, best of all, consumers welcome them. With conversational voicebots, you can: Improve customer satisfaction Eliminate the maze of menu options with traditional IVRs Hand off to agents the contextual insights from previous interactions Create new sales opportunities Contribute to overall business goals Get the tip sheet to learn more.[mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001GYSkAAO"] Tip Sheet: Five things to consider for developing voicebots and chatbots — fast and effectively [cutoff co_thick="2px"]How you build and deploy bots makes a difference in their effectiveness and in your time to value. After just a little planning, you can quickly — and easily — build your own bot. In this tip sheet, you’ll see how to: Define your business objectives. Target your most critical use cases first. Use pre-built configurable microapps to accelerate development. Harness the power of natural language processing to better answer customer questions. Move your bot prototype into production. [mktoform cta_header="Get the tip sheet" cta_button="Download now" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001KhFpAAK" url="https://www.genesys.com/campaign/five-things-to-consider-for-developing-voicebots-and-chatbots-fast-and-effectively-thank-you"] EXECUTIVE BRIEF How the Intelligent Automation and the Genesys Voice Platform Work Together [cutoff co_thick="2px"]Delivering great customer experiences includes streamlining your business processes to reduce customer effort throughout a call. Poorly designed and outdated Interactive Voice Response (IVR) increases customer effort, destroys customer satisfaction and results in higher cost to serve. The Genesys Intelligent Automation provides a complete environment to design, configure, test, deploy and manage IVR applications on Genesys Voice Platform (GVP). This is done through an intuitive, web-based interface designed specifically for non-technical users called the Genesys IVR Control Centre. You get out of-the-box capability that delivers a cost-effective customer service approach along with a rapid return on investment. Download this executive brief to learn how the Genesys Intelligent Automation integrates with Genesys Voice Platform.[mktoform form_type="clearbit" cta_header="Download Now" cta_button="GET THE EXECUTIVE BRIEF TODAY!" ar_status="dynamic" cid_id="701U0000001fQMn"] [this_page_title] [cutoff co_thick="2px"]Stopping the spread of COVID-19 has forced the closure of most – if not all – on premise contact centres. But keeping business running as normally as possible and maintaining contact with customers, suppliers and internal teams is more important than ever. How do you switch to working from home as quickly and safely as possible, especially for your contact centre agents? Genesys Rapid Response is the answer: • Set up your agents to work from home with Genesys Cloud • Operational within 48 hours • Free licenses for 60 days • All the functionality required for an excellent customer experience • Professional services Hear from other companies that have already taken advantage of this offer. Download this ebook to hear more about how Genesys is supporting businesses in these unprecedented times. *conditions apply[mktoform cid_id="7011T000001t6eZQAQ"] FORRESTER RESEARCH REPORT Use Tech-Driven Innovation for Big Gains in Government CX Make your government websites easier to navigate , increase security and prepare for the future by introducing more reliable customer experience technology. In its report, Forrester outlines a technology-driven innovation framework for the future of customer journey mapping. In addition, the report also highlights a strategy for creating strategic partnerships that will not only gain customer trust, but also cause few customer frustrations when inevitable slow-downs happen in the government process. Download this report to learn how to: Upgrade your customer experience to create a more secure website and protect important government data Reduce costs by automating simple tasks and enabling self-service functionalities Streamline processes and allow for technology to run more efficiently Download the report [mktoform cta_header="" cta_button="Download the report" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001IcwdQAC"] Report How to deliver customer experience in the 2020s [cutoff co_thick="2px"]Against a backdrop of rising customer expectations, the customer service landscape is being reshaped by new technologies, platforms, channels and customer preferences. Some of these trends can potentially make it easier for organisations to meet expectations, while others will demand significant adaptation. And it will ultimately be how organisations respond to these factors that will determine their customer experience success – and as such, their commercial success – in the coming decade. In this report, we examine what the key trends are and how contact centres can respond, including: The growing digitalisation of service The rise of omnidigital The importance of AI-powered support The need to reskill agents The challenge of agent engagement How to differentiate through service experience Download this report now to learn how to respond to these trends to ensure that your contact centre is best positioned to not only meet customer expectations in the coming decade – but surpass them.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kp9mQAA"] IDC Spotlight: Unlocking the transformative power of AI for contact centres with Google Cloud and Genesys In 2020, customer experience will overtake price and product as the key brand differentiator. Your contact centre is on the frontlines to deliver great customer experiences. Imagine giving customers immediate, around-the-clock self-service the way they want it — in a conversation. Then seamlessly transition them to a human agent who can use artificial intelligence (AI) to answer questions quickly. According to IDC, “By 2025, ‘AI-powered’ enterprises will be able to achieve Net Promoter Scores that are 1.5 times higher than those of their competitors.” Get this IDC spotlight and learn how using AI in contact centres can: Increase customer satisfaction Empower human agents Augment business insights Get the IDC Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kqUwQAI"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Virtual Hold for Genesys" sub_title="Reduce customer effort and improve operations" image="4137" filecta_label="Download a PDF" filecta="4138" img_alt_text="Virtual hold for Genesys"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Convenient, time-saving options for customers Better alignment of available resources to customer needs Significant improvement of key performance metrics 46+% lower abandonment rate and average speed of answer Mitigated impact of call peaks and valleys Flexible, scalable implementation [/sg_item][sg_item title="Key Features"] VHT ASAP Callback VHT Scheduled Callback VHT Conversation Bridge Dashboards for real-time call statistics monitoring Flexible end-of-day strategies and operation modes Pre-packaged, customisable reporting and analytics Comprehensive business intelligence analysis services Real-time system health visibility and management [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Eliminate customer frustration associated with long hold times Even with the very best planning and forecasting, contact centre inevitably experience peaks and lulls in call volume. At times, agents are overloaded and stressed, and customers are frustrated with excessive hold times, eroding loyalty. At other times, call volume drops and agents sit idle, creating operational inefficiency. Virtual Hold for Genesys, a solution brought about by the partnership between Virtual Hold Technology (VHT) and Genesys, helps even out these peaks and valleys and reduces the customer frustration. Virtual Hold for Genesys is built on the VHT Customer Experience (CX) Platform. This platform enables configuration, administration, and virtual queuing—and it integrates with the Genesys Customer Experience Platform as well as the Genesys Workspace desktop. “Call me now” or “call me later” over phone, web, or mobile Rather than keeping your customers on hold for long periods, Virtual Hold for Genesys gives them the option to receive a return call without losing their places in line. Customers are advised of expected wait times and have the option to either receive a callback as soon as an agent is available or to schedule one for a more convenient time. ASAP Callback holds the caller’s original place in a virtual queue and allows her/him to hang up rather than wait on hold. When an agent becomes available, the callback is initiated, and the customer is connected with an agent already familiar the her/his intent—in the same amount of time as the caller would have otherwise waited on hold. Scheduled Callback allows callers to specify a day and time to receive a callback at their convenience, and with VHT Conversation Bridge, web or mobile customers can request a callback simply by clicking a link Key features to address business conditions End-of-day strategies and operation modes deliver the flexibility to set business hours and time-of-day conditions. This prevents calls from building up in the virtual queue on busy days. It also performs cleanups based on end-of-day strategies configured in the VHT CX Platform. Pre-packaged, customisable reporting and analytics deliver more than 20 out-of-the-box reports on key metrics and unlimited access to core data for customised analysis. Callback dashboards provide real-time monitoring of call information and statistics via a web-based user interface. System health management provides visibility of real-time operational conditions of all VHT components and applications to ensure system and connectivity success. Business intelligence analysis includes a dedicated business analyst, operational wellness reports, forecasting and planning, and system performance reviews. [/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Server operating system"] Microsoft Windows Server 2008, 2012 [/sg_item][sg_item title="Virtual environment"] VMware ESX or ESXi (versions 5.0, 5.1), 64-bit compatible Microsoft Hyper-V Server 2008, 64-bit [/sg_item][sg_item title="Database"] Microsoft SQL Server 2008, 2012, 2014 [/sg_item][sg_item title="Genesys SIP server with ORS/URS"] Genesys Framework 7.6, 8.0, 8.1 Orchestration Server 8.0, 8.1 Universal Routing Server 7.6, 8.0, 8.1 SIP Server 7.6, 8.0, 8.1 [/sg_item][sg_item title="Genesys Voice Platform"] MCP and NGI 8.1.5 (and higher) [/sg_item][sg_item title="Third-party PBX with ORS/URS"] Genesys Framework 7.6, 8.0, 8.1 SIP Server 7.6, 8.0, 8.1 Orchestration Server 8.0, 8.1 Universal Routing Server 7.6, 8.0, 8.1 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4138"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Self-Service" image="4157" filecta_label="Download a PDF" filecta="4158" img_alt_text="Genesys Self-Service"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Management options including self management or Genesys-managed Premise, cloud and hybrid deployment options Personalised and predictive IVR for improved customer experience Higher self-service rates Lower agent costs Improved interactions utilising CRM data Carry context between channels [/sg_item][sg_item title="Features"] Business-centric analytics Multi-language speech recognition and natural language support Single tool option for IVR and routing configuration Simple, point-and-click call flow design and management Unlimited scalability Open, standards-based platform Carrier-grade, multi-layered management [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Self-service challenges Consumers need and want to interact with your company. On the flip side, you want to engage with them in cost-effective ways while providing a good—ideally great—customer experience. Enter the IVR: the first touchpoint of many customer interactions.Yet, the interaction channel with the worst reputation, and the one that typically gets the least amount of attention, is the IVR. Due to the presence of expensive, cumbersome older technology and competing IT priorities, IVRs often sit untouched and unchanged for years—so you miss a critical opportunity to improve, much less optimise, your customer experience. Despite the predictions of demise for the phone channel, customers are still regularly picking up the phone and calling companies. Lack of visibility limits your ability to improve self-service Many companies do not have the analytical tools they need to monitor and enhance their IVR. Many IVR systems can be a black box for business line managers who must depend on consultants or internal IT resources to make changes and provide reporting. Without tuning and monitoring tools at their disposal, your company has no visibility into the success or failure of customer interactions in the IVR, and no way to determine what changes are needed to improve both customer experience and business process efficiency. Reducing cost and providing a better experience requires flexibility Like most companies, yours is under pressure to lower costs while simultaneously handling an ever-increasing number of calls. But a major challenge is that your current IVR platform simply does not have any flexibility. A flexible platform allows you to add options or make changes quickly. The result: an increase in automation rates and first call resolutions correlating to decreasing costs and improving customer experiences. Genesys self-service Genesys makes it possible to exceed your customers’ expectations and turn your IVR into a positive experience. With our self-service options, we provide you the ability to: Reduce your costs through increasing automation rates Provide optimal self-service omnichannel customer experiences Enable the business (instead of IT) to have operational visibility and control of the IVR Flexibility Genesys Self-Service can meet the IVR needs of all companies from small businesses through the large enterprise. With Genesys, you have unparalleled flexibility of deployment options, management choices and tools at your disposal. Genesys can build and deploy a simple, straightforward IVR application in a matter of days—or tackle the most sophisticated and complex applications in the world. Business-user tools Many companies treat their IVR application like any other technology that needs to be managed. However, unlike many systems that IT owns, the IVR is customer facing. Not only that, but the IVR serves as a critical touchpoint for customers when they need to contact your company. With Genesys Self-Service, your business users control the IVR applications. It is no longer necessary to know how to code VXML in order to make updates and changes to your IVR. Through intuitive drag-and-drop or point-and-click selections, any business user can truly own and manage their IVR. Analytics Genesys solutions don’t stop there. Analytic tools provide deep business insights into the success and often times more importantly, the failures of callers in the IVR. These business-centric reports enable you to quickly identify changes in caller requests or behavior—and since it is easy to make updates to the IVR—you can quickly change the IVR application as needed. Services With Genesys, you have the flexibility to build and manage your own IVR applications with our infrastructure or to have us build, deploy and manage your entire IVR application. Either way, you take advantage of years of IVR design expertise in building and deploying applications and effectively automating tasks to help you provide a great customer experience. Independent or unified solution—your choice Genesys Self-Service solutions stand completely on their own and there is no need to use other Genesys technology. But the same tools that your business users can use to create and control their own IVR applications are the very same tools they can also use to handle all of their routing. When paired, these are powerful capabilities on a single platform allow you to manage end-to-end customer interactions. Today, a good IVR will have some level of integration with a CRM or other backend system to provide a degree of personalisation. A great IVR—one that Genesys can deliver—will not only provide a personalised and predictive experience for your callers, but the IVR will carry context from other channels into the call experience. Similarly, if a caller ends a call and switches to another communication channel, the context of the conversation is not lost, and the customer can pick up right where they left off in the IVR. Furthermore, Genesys can help extend your company’s engagement with your customers through outbound IVR. No other company can provide such a complete and comprehensive omnichannel experience for your customer as Genesys can. Self-service results using genesys Genesys customers realise significant results with our self-service solution including:[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col] Benefit [/omnitable_col][omnitable_col] Result [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Reduction in live agent calls[/omnitable_col][omnitable_col]↓ 80%[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Increase in automation rate[/omnitable_col][omnitable_col]↑ 10% with $1.5M saved annually[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]“Intelligent” IVR reduced average agent talk time[/omnitable_col][omnitable_col]↓ 40%[/omnitable_col][/omnitable_row][/omnitable] Exceed your customers’ expectations—give them a great ivr The often-forgotten IVR offers tremendous ROI. By providing personalized and predictive interactions, customers will gravitate to self serving in the IVR. The result: valuable cost savings for your company while simultaneously improving the customer experience. And customers will love it. Genesys customers have revamped their IVR so effectively, their customers now call in specifically to say how great an experience they had in the IVR. Imagine—compliments on your IVR. Let Genesys transform your IVR today[section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4158"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Survey Solution" sub_title="Create a competitive advantage by learning from your customers what you’re doing well and what you can improve" image="3981" filecta_label="Download a PDF" filecta="89436" img_alt_text="Genesys Survey Solution"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Modify surveys quickly in response to business intelligence priorities Proactively identify improvement opportunities in processes, people and technology Monitors customer service representative relationships with customers Deployed in days not months [/sg_item][sg_item title="Key Features"] Single interface for multiple surveys for both IVR and web Browser-based survey design and reporting environment Configurable number of survey questions and responses CTI and web integration Support for speech and DTMF recorded prompts, and TTS Workflow rules to configure survey order and disposition Free-form configurable duration recording of customer voice commentary for IVR surveys and free-form text commentary for web surveys Agent Feedback Loop desktop widget provides customer satisfaction level with that specific agent in real-time [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Listening to customers In today’s competitive business climate, companies seek advantages to attract new customers and to secure the loyalty of existing customers. By conducting customer surveys, your company can better understand the needs and drivers of your customers. Then, analyse the collected data to gain clear, accurate and actionable insights into ways to attract—and retain—the most valuable customers. Listen better with Genesys Survey Solution This packaged self-service application is specifically for voice and web interactions so that a survey can be seamlessly offered right after voice, web chat or email customer interactions. Companies can capture direct feedback from callers regarding their opinions of products and services to assess customer satisfaction levels. It offers surveys to inbound, outbound, scheduled callback and web customers. The surveys can be designed, tested and published through a configurable web-user interface. Genesys Survey Solution allows rapid duplication, modification and adaptation of both IVR and web surveys to meet changing business requirements. Improve the intelligence gathered with contact attributes Genesys Survey Solution gives you the intelligence to create a competitive edge to attract new customers. It blends customer opinions with facts about contact centre interactions and generates actionable reports. The Survey Designer feature incorporates questions that capture information about customer identity, the reason they called, the organisational touchpoints involved, the length of hold times and other important attributes of the contact. This valuable information is crucial to develop actionable views of customer interactions and to drive positive changes across the enterprise. The Genesys Survey Solution increases the value of your Genesys Customer Experience Platform by bolstering customer retention and loyalty that can lead to greater profitability. You can meet your survey needs without the need for in-house survey development or third-party integration work and expense.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Denise Ambrosio" jobtitle="Director, Voice of the Customer" company="First Data" speakerquote="We’re very happy with the Genesys Survey Solution–it’s great to have the flexibility to make change easily and get almost real-time insight into how customers are feeling. We’re hoping to keep rolling it out to additional products." companylogo="308125"][section_grid tag_type="h2" title="Technical specifications"][sg_item] Operating systems: MS Windows Server 2008 and 2012; Red Hat Enterprise 4 or higher Web application server: Apache Tomcat v7 and v8; WebSphere v6 User survey browser: Internet Explorer, Chrome, Firefox, Safari, Opera Administration: Internet Explorer v9 or higher [/sg_item][sg_item] Voice platform: Genesys Voice Platform (GVP) v8 or higher (TDM or VoIP) Nuance speech engine: As support by GVP version Nuance text-to-speech engine: As supported by GVP version Database support: MySQL v5.1.x; Oracle 11g and 12c; MS SQL Server 2005, 2008, 2012 and 2016 [/sg_item][/section_grid][section_grid tag_type="h2" title="Other features"][sg_item] Mobile and tablet-friendly Customer satisfaction metrics via built-in reports that can be sorted or filtered by business attributes and exported into Excel Sample survey template for quick customisation and implementation Corporate style sheets that allow branding of web surveys Secure user login and access [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="89436"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Voice Platform" sub_title="Best-in-Class IVR Platform" image="4161" filecta_label="Download a PDF" filecta="4162" img_alt_text="Genesys Voice Platform"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Seamlessly blend self-service and agent assisted service Build and maintain next-generation self-service applications in an open, standards-based development environment Provide a secure, flexible voice platform that offers the choice of TDM, IP or hybrid environment deployments, on premise or in the cloud Maximise ROI by reducing costs for telephony, transport, and equipment that can be centrally deployed and administered [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Integrate Voice and Web to Reduce Cost and Enhance Customer Experience Genesys Voice Platform is an advanced software-only solution that unifies web and VoIP telephony networks to enable new and powerful voice self-service applications. By implementing Genesys Voice Platform, your business can offer consistent and high-quality customer care, provide dynamic self-service offerings, drive new revenue streams, and reduce overall customer service costs. It provides high-performance call processing and media services for the development of next-generation voice applications in customer service. Plus, Genesys Voice Platform can extend self-service beyond the traditional Interactive Voice Response (IVR) application through integration with other communication channels to carry context forward and provide a seamless omnichannel experience. It removes the constraints of costly legacy IVR systems and offers flexible deployment options, standards-based development, simplified integration, and improved time-to-market for speech-directed voice applications. Make All Customer Interactions Personalised Genesys Voice Platform also supports personalisation of voice applications that are integrated with existing web applications to help companies deliver a more dynamic experience. Personalisation can be used to effectively “up-sell” products and services to existing customers based on their purchase history. Personalisation examples include: Preferred bank customers who have Certificate of Deposits (CDs) receive personalised messages regarding new high-interest rate CDs when accessing their account balance Callers who recently placed an order are presented with options for changing or tracking their order Pay-per-view movie enthusiasts listen to the release dates of popular movies while waiting for an agent Blended Experiences to Improve Customer Satisfaction Genesys Voice Platform offers customers a blended experience across inbound, outbound, self- and agent-assisted calls for convenient, quality service. Specific capabilities include integrated self-service, outbound IVR, mobile engagement and callback. Benefits include: Interoperability with any VXML application Unified voice and web infrastructure allowing repurposing of web investments for voice Flexible architecture whether “in front of” or “behind” the PBX Complete voice processing capabilities Highly scalable from hundreds to thousands of ports Integrated interaction level reporting with Genesys Info Mart Centralised management regardless of single or multi-site deployments Integrated support for speech technologies Genesys Voice Platform for Large Flexible Deployments Proven ability to scale to thousands of ports in a distributed fault-tolerant architecture Genesys Voice Platform also offers service providers with carrier-grade capabilities to enable deployment of in-network applications or—in large, multi-site enterprises—the ability to deploy a large number of ports. Functionality includes the provisioning of multi-tenant applications. Multi-tenancy enables a commonly managed voice infrastructure with specific decentralised applications for each enterprise or department. Managed service providers can realise incremental revenue by providing enhanced services, such as hosted IVR, speech-enabled self-service and integrated contact centre solutions. Genesys Voice Platform redefines how you interact with your customers. With it, you can intelligently segment, prioritise and route customer interactions according to business value and desired service level. The result is that you can manage customer service in a more personalised, consistent and efficient manner to simultaneously increase customer satisfaction and maximise contact centre resources.[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Future-proof open, IP-based software-only platform with unlimited speech capabilities[/omnitable_col][omnitable_col]Interoperates with off-the-shelf hardware and supports open standards such as VoiceXML 2.1, HTTP, MRCP (for speech integrations), SISR, SRGS, SSML, WSDL and SOAP (for web services), as well as Session Initiation Protocol (SIP) and numerous related RFCs.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Infrastructure-agnostic[/omnitable_col][omnitable_col]Compatible with open or proprietary implementations: TDM, IP or hybrid.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Ability to deploy on premise or in the cloud[/omnitable_col][omnitable_col]Flexibility to evolve Genesys Voice Platform with changing enterprise deployment needs.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single point of management and reporting[/omnitable_col][omnitable_col]Reduces resource requirements to configure and manage self- and assisted-service systems.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Carry context across channels[/omnitable_col][omnitable_col]Create seamless customer interactions across all channels.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Comprehensive, rapid application development tools[/omnitable_col][omnitable_col]Reduction in development costs and ability to quickly create market-ready applications.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Security[/omnitable_col][omnitable_col]A secure IVR platform that includes support for secure transport and data storage mechanisms to support certifications like PCI, HIPAA, etc.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Outbound[/omnitable_col][omnitable_col]Use the built-in call progress detection capabilities (human, answering machine detections, busy, etc.) to fully support selfservice outbound campaigns.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Minimal application development and redeployment[/omnitable_col][omnitable_col]Control IVR call flows through the use of parameters, such as weekend or holidays, open and close hours, upsell offers, and special announcements.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call recording[/omnitable_col][omnitable_col]Integrate self-service recording with high-quality recordings of caller/agent interactions provided by Genesys Interaction Recording.[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" company="Belgacom" speakerquote="The dynamic Genesys IVR has enabled us to launch new products without putting an extra strain on our budget. In other words: we have created capacity to tackle new ventures without making new investments, and as such we have indirectly saved a lot of money." companylogo="303961" logo_alt_text="Belgacom Logo"][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4162"][mktoform cid_id="7011T000001t7gl"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Enterprise IVR" sub_title="Enable Exceptional Customer Experiences and Empower Business Users with Cloud IVR" image="307844" filecta_label="Download PDF" filecta="307816" img_alt_text="Enterprise IVR"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Web-based design tool, Enterprise IVR Visual summary of call flows Connections to external web services Analytics with pre-defined dashboards and visualiations Embedded survey solution Speech recognition with custom, dynamic grammar, and Natural Language Understanding support Recorded IVR interactions Multiple user-level administration [/sg_item][sg_item title="Benefits"] Eliminates costly voice infrastructure purchases and maintenance Puts the business in control of the customer experience Delivers actionable analytics for continuous improvement of customer experience Easily scales and is reliable [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] It’s Time to Modernise Your IVR Genesys Enterprise IVR is the Genesys cloud IVR product delivered through Designer, a drag-and-drop customer experience design tool. Traditional IVR platforms are clunky, cumbersome, and typically deliver poor customer experiences. Usually, to update an IVR application, your staff submits a request to the IT department or an outsourcer responsible for managing the application. Several costly weeks or months later, the change is, at long last, implemented. Not only are these long turnaround times unsustainable, but they directly hinder your organisation’s ability to adjust to changes in the business. It doesn’t have to be this way. With Enterprise IVR, you’ll use a combination of speech recognition and customer data to transform the IVR experience into dynamic personalised interactions. With this modern, scalable IVR platform in the cloud, you can completely overhaul your organisation’s IVR experience. Download the IVR Playbook. Give Business Users Control IT juggles many responsibilities. They manage both internal- and external-facing applications. When IT resources are stretched thin, updates to the IVR can fall down the priority list. This is a problem for business users, whose objective is to react to business changes and improve the customer experience. When business users control the management of their applications, cycle times can be reduced dramatically. For instance, give the business control to play a special message in the IVR following the launch of a new product. The time to update the message is just a matter of minutes. Enterprise IVR delivers this capability. Continuously Improve Your Customer Experience with Enterprise IVR Today’s reality is that the customer experience is not static. Your organisation introduces new products launches new sales promotions, and customer preferences change. It’s smart to consider the capabilities Enterprise IVR offers your business to keep up with changes while delivering best-in-class customer experience. Delivering the best experiences is possible only if you can constantly monitor what’s happening with your customers as they interact with your IVR. With analytics and data visualisation delivered by Enterprise IVR, you’re able to fully grasp what’s happening and what you should update or improve. The combination of actionable analytics with a tool that facilitates rapid updates results in continuous improvement to your IVR and the resulting customer experience. Need help? Genesys can assist you with both the design and continuous improvement of IVR applications with in-house experts located around the globe.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item title="General"] Web-based thin client flow design tool Supports multiple languages Business Controls Toggle emergency flags on and off Configure business hours and special days Control IVR flow and behavior in real time from internal “data tables” [/sg_item][sg_item title="Reporting"] Pre-defined dashboards and visualisations Reports on business specific data including calls, duration, milestones, activities, and dispositions Trouble shoots and tunes data including call path, user inputs, and low-level session data Filters to pinpoint calls that meet certain conditions [/sg_item][sg_item title="Administration"] Supports multiple roles including business user and developer Saves and publishes the application Easily assigns dialed numbers to applications or removes them [/sg_item][sg_item title="Integration"] Integrates with any front- and back-office applications to personalise engagement Facilitates RESTful integration [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download this PDF" filecta="307816"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Multimedia Communication Manager" sub_title="Give your mission-critical contact centre a solid omnichannel foundation" image="4145" filecta_label="Download a PDF" filecta="4146" img_alt_text="Genesys Multimedia Communication Manager"][/section_header][section_content][gsc_item format="content-a4" image="182018"]When customers find it difficult to do business with you, they don’t just walk out the door—they run. Customer loyalty is harder to build and tougher to keep than ever. Your customers have options. With ubiquitous access to the internet, similar products and services are easy to find. Every interaction can either undermine or underscore your commitment to great omnichannel customer experience. Enabling your customers to connect with you over any channel at any time shows them you value their preferences. When agents have the context of previous interactions — so there’s no repetition —and when wait times are short, you show customers that you value their time. Common challenges Does your contact centre have an infrastructure that can evolve to meet ever-growing customer expectations—one that empowers you to deliver the type of customer experience that fosters loyalty? Or does every new need or application present a struggle as you try to fit it into your existing architecture? As an executive responsible for contact centre infrastructure, you know too well the limitations of your existing solutions. If your company added email, webchat, video and other channels as they become necessary, it’s likely they were implemented as independent, siloed solutions that make it difficult to deliver consistent customer experience. You may have complex integrations that are costly and time-consuming to implement or upgrade. Or perhaps your legacy ACD maintenance costs are skyrocketing and service is plummeting, even while its end-of-life looms. Perhaps you have multiple contact centre sites with ACDs from disparate vendors. If you aren’t load-sharing between these sites, there could be times every day when customers are waiting (or abandoning) in one location while agents sit idle in another. Maybe you’re overstaffing each location. Future-proof your contact centre Do you need to: Add video capabilities to more effectively address complex issues or interactions? Enable agent-to-expert collaboration across your enterprise? Empower agents with a unified omnichannel desktop that handles every type of contact? Give agents the context of previous interactions to speed resolution of each inquiry? Improve agility so you can handle new requests (change routing logic, etc.) at the pace your business requires? The Genesys Multimedia Communication Manager is a robust contact centre solution that drastically reduces architectural complexity, facilitates new channel additions and enables customers to effortlessly transition between those channels. Based on an open-standard SIP platform, it provides the flexibility you need to adapt to ever-changing business needs. For example, you can easily add video capabilities to your contact centre, which improves collaboration across the enterprise and with your customers. Customers can share their screens with agents, and agents can collaborate with experts across the enterprise to promptly resolve issues. Simplify infrastructure, reduce expenses and improve service delivery through: A virtualised agent pool that offers economies of scale and improved resource utilisation Centralised administration that reduces complexity and lowers IT and administrative expenses The elimination of upgrade and maintenance costs associated with legacy PBX systems Infrastructure options What if you want to preserve your existing infrastructure while adding powerful capabilities? No problem. Genesys is well-known for interoperability with other vendors’ ACDs, so you’re able to optimise your current investments and gain a centralised routing engine, a virtualised agent pool, unified administration, an omnichannel agent desktop, integrated video, and much more. On the other hand, you might need a more robust foundation and consolidated infrastructure. Maybe your hardware and maintenance costs continue to climb, and you feel as though you’re being held hostage by the limitations of proprietary platforms. Or perhaps you’re facing a difficult, expensive overhaul—maybe even a full-on forklift upgrade if your existing system is nearing end-of-life. Either way, Genesys can help. The Genesys Multimedia Communication Manager system an open-standard solution you can use to supercharge your existing infrastructure or enable a smooth transition from your legacy platform to a modernised omnichannel contact centre that’s based on the Genesys Customer Experience Platform. Infrastructure options Your customers expect more from your company—better, faster service that’s convenient and accessible. If your contact centre is a patchwork of solutions, force-fitting more channels into an ageing infrastructure will hinder your ability to meet those expectations. When customers think it’s easier and faster to do business elsewhere, your company pays the price. Address current customer demand and establish a foundation for future customer needs. Increase your agility. Be more responsive. Deliver excellent customer experience. Do it all with the Genesys Multimedia Manager solution.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4146"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Improve customer loyalty by reducing caller frustration" image="4141" filecta_label="Download a PDF" filecta="4142"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Reduce abandonment rate by 40% Improve customer experience by 5% Reduce customer effort Improve brand image Reduce costs by 25% due to decrease in contact resolution time Increase lifetime value of customers Maximum agent productivity [/sg_item][sg_item title="Key Features"] Callback works across IVR, web, and mobile touchpoints. Schedule an immediate return call or a callback at a convenient time of the customer’s choosing based on operating hours. Check and display agent availability by providing estimated wait times. Supports mobile push notification to provide an alert when an agent is available. Easily integrates with existing agent desktop or Genesys Workspace. The unified desktop gives agents access to context such as complete customer profile, contact history, and location, as well as the ability to preview callback requests. RESTful API is optimised for mobile, web, and IVR. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app. Large call queues lead to high customer effort and lost customers Few things do more to undermine the customer experience than forcing them to wait on hold to speak with a customer service agent. This is especially true of online customers, who are always just a click away from the competition. The longer the hold time, the more likely they’ll hang up the phone and head to a competitor’s site instead. What’s worse, customers who wait in a queue often find themselves talking with agents who don’t have the answers to their problems and may not even have the right knowledge to find those answers. With Genesys Callback, part of the Genesys Customer Experience Platform, requests are intelligently routed to the most appropriate agents, leading to reductions in customer effort and a much better brand image. Deliver effective, satisfying, omnichannel callback service Studies indicate that people are more likely to make a high-value purchase online after speaking with a customer service agent. In other words, the phone remains a critical part of an effective online sales strategy. By giving your customers control over the timing of a phone conversation with Callback, your customer satisfaction ratings go up, and your service becomes much more effective. Callback enables your customers across web, mobile, and IVR touchpoints to—with just a click or IVR selection—schedule a callback from an agent at a convenient time for them or request one immediately. The result is a truly integrated omnichannel callback experience. Giving agents flexibility to reduce resolution time Callback gives customer service agents the tools they need to manage and make the most of customer calls. The Genesys Workspace desktop reduces resolution time by providing agents with complete customer contact histories and context, as well as the ability to preview, reschedule, or cancel callback requests before initiating calls. Callback also enhances the ability of existing staff to manage peak call volumes by shifting return calls to non-peak times.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Gary Ding" jobtitle="Operations VP" company="eLong" speakerquote="The Genesys solution builds better customer experience, and that is essential to our present leadership in the marketplace." companylogo="95095" logo_alt_text="eLong company logo"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Omnichannel Callback"]Genesys Callback supports IVR, web, and mobile touchpoints and seamlessly integrates with the contact centre—eliminating the need to replace telephony infrastructure. Callback for IVR offers an option for a callback without losing the caller’s position in the queue, frees up valuable IVR resources, and optimises contact centre resources. Callback for Web enables escalation for assistance while factoring in agent availability and estimated wait times. Callback for Mobile supports a callback from the app when agents are not available or the estimated wait time is too long. Customer profiles, intent, and location information can be used for routing and are passed to the agent as part of the request. Native push notifications for iOS and Android notify customers when an agent is available to call back. [/sg_item][sg_item title="Skills-based, context-sensitive routing"]Callback interactions are routed to the right agent in the first place, in the right priority, using business-specific routing logic. This leads to faster resolutions and reduced customer effort.[/sg_item][sg_item title="Integration to other channels"]Callback supports your contact centre with centralised routing and reporting, a common customer record, and the ability to maintain conversations across channels. Customers receive a seamless experience and businesses increase efficiency and sales.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Agents receive all the information they need to personalise interactions, including customer records with multi-channel contact histories and a standard response library. This results in higher agent performance.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4142"] Frost & Sullivan Whitepaper Workforce Engagement Management How to Engage Your Team for the Best Customer Experience WEM, a natural evolution of WFO, places a huge emphasis on agent empowerment, assistance, and reward by providing worker-focused tools, such as flexible scheduling, personalised training, and coaching, and renovated agent workspaces By taking advantage of WEM tools and empowering employees to better engage with customers, Frost & Sullivan research found that companies are 96% more likely to be able to achieve overall profitability and are 82% more likely to provide a better quality of customer experience. To understand how contact centres are using WEM products, Frost & Sullivan surveyed 1,031 business decision-makers across North America, Latin America, Europe, and Asia Pacific, to discern their key challenges and benefits. Download the Frost & Sullivan White Paper and learn: What WEM means in terms of business impact and priorities Technology demands and planned purchasing trends Current adoption and use of contact centre management solutions including WEM Download the whitepaper [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="default" cid_id="7011T000001kpfiQAA"] EBOOK Contact Centre Economics and the Cloud If you are considering the right deployment model for your contact centre, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centres and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact centre, including: The size of your contact centre, and business requirements such as customer journey management The location and quantity of contact centres being managed The need for scalability, speed of deployment, and maintenance requirements Read the eBook today! Get the eBook [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="701U0000001YDY2"] EBOOK Artificial intelligence: Friend or foe of customer service? Applications and devices that are enabled for artificial intelligence (AI) increasingly think and act more like humans. This gives AI huge potential to make customer service more effective by streamlining case management and other predictable tasks. But all the noise about AI can be overwhelming. This CustomerThink paper outlines key findings, predictions and guidance from analysts and industry leaders about the use of AI in the customer service market, including: Why loyalty-based customer experiences are as important as increased efficiency How to ensure that efficiency gains don’t undermine customer experience objectives How blended AI eases the shift of work from AI to humans and back, as customers require Five tactical steps to properly implement your AI customer experience strategy Get the in-depth analyst view from the latest paper by CustomerThink, Artificial intelligence: Friend or foe of customer service? Download your ebook today [mktoform cta_header="" cta_button="View now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010B000001SWNaQAO"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Transform planning and analysis in contact centres" image="308270" filecta_label="Download a PDF" filecta="309038" img_alt_text="Transform planning and analysis in contact centers"][/section_header][section_grid background_clr="bgc-lgray" desc="Decisions™ is the industry-standard, strategic planning and analysis system for leading contact centre organisations. Decisions gives you the planning and analysis sophistication you need to implement innovative staffing strategies, develop more precise hiring plans and proactively manage challenges in your business. Using Decisions, your organisation will significantly reduce staffing costs while improving key customer service quality performance." title="What is Decisions?"][sg_item title="Decisions enables planners to:"] Eliminate the need to chase down and validate data from cumbersome Excel spreadsheets Answer “What if?” questions from executives and management within minutes—not days Automatically link long-term plans and budgets to weekly tactical plans Create an accurate single source of truth across all divisions and departments [/sg_item][sg_item title="With Decisions*, customers can:"] Save 5% to 10% of agent staffing costs Save 50% to 80% of annual planning and analysis hours Reduce time to market with new ideas Improve service consistency Make fast and accurate contact centre decisions Achieve a higher ROI on capital expenditures *The last 10 decisions customers had a payback period of less than six months.[/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] A slow decision is no decision Decisions quickly and accurately handles several key contact centre planning steps. The service can forecast all important planning metrics, simulate plans to accurately determine how many agents you need week-over-week, and develop highly efficient just-in-time hiring and overtime plans to optimally use your labor pool. Decisions also rolls capacity planning into an accurate budget. Here’s a look at how each of these features can benefit your contact centre. Forecasting Advanced features support planning and analysis for multi-skilled agents, multichannel servicing (email, chat, casework and outbound phone), as well as forecasting and planning for customer experience metrics. Decisions will bring new capabilities to your planning and analysis team. We start with your historical contact centre data and automate data capture. There’s no need to manually collect time-critical performance data from sources all over the company. Data mart consolidates your performance data from phone, email, chat and casework contact management systems, as well as from workforce management, staffing and other systems. Decisions also stores and analyses data from cost and revenue reporting applications for detailed financial analysis. This means that historical and planned call volume, staffing, shrinkage and financial data are available in one place. Requirement simulation and capacity optimisation With the simulation feature of Decisions, you can accurately predict the number of agents required based on the average speed of answer, service level or abandon rate goals. Simulation considers how multi-skilled agents, routing efficiency, schedule adherence and scheduling efficiency affect customer behavior for each contact type. Using a spreadsheet to plan new-hire classes will seem like an outdated method after using the just-in-time hiring, overtime and leave staffing features in Decisions. Decisions makes sure agent capacity is available when needed. You will know precisely when, where and how many agents to hire—and when to offer unpaid leave or overtime. Give your organisation the direction it needs to drive down costs and consistently achieve service and customer experience goals over the course of your planning year. Use controllable shrinkage to schedule vacation, meetings, coaching and training times to fill workload gaps or address shortages in staffing—from weekly to annually. Planning these activities can reduce the need for new hires, overtime or unpaid leave. Powerful what-if analysis The contact centre is critical to the success of your competitive strategy. Decisions gives you the information you need to successfully execute a contact centre strategy—whether you want to be the low-cost provider, the upscale brand or the service leader. Evaluating the cost, customer experience and risk profiles of multiple service goals, cost goals and operating strategies means that operations can be more efficient. You can assign contact volume, staff growth and investment dollars by channel, site, agent group or outsourcer to drive costs, customer satisfaction and resources. Decisions enables you to understand all possible options and select the best one. Management can understand key tradeoffs to any business decision and know the relationship between key performance drivers, such as call volume and average handle time versus financial and operational performance (average speed of answer, cost per call and revenue). You can then use this information to make the right decisions. Executives can proactively manage operational risk and be ready with a range of plans that cover all potential scenarios. Decisions will help you understand how many agents are needed before a new marketing event occurs and how to reduce business reputation risk if contact volume or average handle time trends are unfavorable. Most what-if questions lead to more questions. Decisions enables you to answer sophisticated what-if questions, such as what the cost and service repercussions will be to operations when internal or external changes occur. Analysts can handle critical executive questions and analysis challenges in minutes. Imagine if you could answer high-level, what-if questions in the board room during your next critical business meeting. Decisions also enables you to create unlimited what-if analysis scenarios and see the positive or negative changes they have on your plan. Just vary any parameter, such as contact volumes, attrition, hourly wages or call-routing strategies, and immediately see the effect your changes have on agent occupancy, hiring schedules, service quality, costs, sales, profit and other measures. Decisions includes interactive sensitivity analysis features that detail relationships among key inputs and outputs of your plans. For example, you can plot call volume versus service level to highlight where plans are most sensitive to external events. By knowing how events will affect your plan, you can develop corrective management actions in advance—and turn potential crises into opportunities. Budgeting Decisions final step rolls all planning scenarios into a budget that enables analysts, operations teams and senior management to make effective decisions that impact your business. The process take minutes and empowers your company to make ongoing decisions. Get results from the start Decisions is simple to implement and is available on-premise or in the cloud. Use it to drive business value and ROI with first capacity and staffing plans. The service frees up Analysts to do what they are supposed to do: Create high-value, relevant analyses that support critical corporate decisions. They can spend time planning, instead of gathering data or finding errors in spreadsheets.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="309038"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Pindrop Fraud Detection for Genesys" image="308182" filecta_label="Download a PDF" filecta="308211" img_alt_text="Pindrop Fraud Detection for Genesys"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Protect your contact centres"]In partnership with Pindrop, Genesys delivers the highest level of phone fraud detection possible for maximum prevention of financial loss from fraudulent callers. The Pindrop mission is to provide security, trust, and identity verification for all inbound and outbound calls. Pindrop solutions protect enterprise call centres and phone users by combining authentication and fraud detection technology to identify low risk callers and detect malicious callers. With Pindrop, your call centres can identify and treat legitimate callers to an improved customer experience and protect the organisation from fraudulent callers. How Pindrop works The Pindrop solution Phoneprinting creates a distinctive identifier for each caller. It takes approximately 30 seconds of call audio to break the audio into 147 unique call “features.” Pindrop solutions use these features to create an identifier for each caller. This analysis reveals a caller’s true location, device type, and more. The phoneprint is highly resilient and able to detect voice distortion, caller ID spoofing, gateway hijacking, and other obfuscation techniques. In addition, Pindrop solutions identify multiple callers associated with the same phoneprint, which allows enterprises to detect and track fraud rings.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Seamless integration with Genesys Customer Experience Platform One-stop shopping (including billing and payment) Single point-of-contact for customer support Eliminate 80% or more of phone fraud Lower operation costs Millions of dollars saved annually [/sg_item][sg_item title="Key Features"] Stop phone fraud Reduce call centre operations cost Improve customer experience Protect reputation [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="What you don't hear can hurt you" desc="Pindrop solutions monitor and analyse any phone call in your telecommunications environment, protecting enterprises before, during, and after both inbound and outbound calls. With Pindrop, organisations can:"][sg_item title="Stop phone fraud"]Criminals impersonate legitimate customers, using stolen identities or stolen credit cards, leading to account takeovers and chargebacks. Pindrop identifies and flags suspicious callers.[/sg_item][sg_item title="Reduce call centre operations cost"]When call centre agents know which calls are high and low risk, they can optimise the time they spend on authentication questions, reducing the average call time and your call centre operations costs.[/sg_item][sg_item title="Improve customer experience"]Customers use the call centre for their most complicated issues. By using Pindrop solutions to reduce authentication processes for low risk callers, agents get straight to solving customer problems.[/sg_item][sg_item title="Protect reputation"]When fraudsters gain access to customer information and accounts over the phone channel, you are at risk for brand reputation and potential regulatory damages. Pindrop secures the call centre, protecting your reputation.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308211"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for Salesforce" image="4267" filecta_label="Download a PDF" filecta="4268" img_alt_text="Gplus Adapter for Salesforce"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Integrates Salesforce with Genesys architecture to enable a single desktop for all interactions Unifies customer information and interaction handling within the Salesforce UI Eliminates Workstation software dependencies with full thin-client architecture Configurable user interface for each agent that enables the desktop to adapt to individual users Faster time to market Lower costs through a pre-built integration [/sg_item][sg_item title="Key Features"] Voice and click-to-dial call control features Standard media control feature set for interactions Screen pop of Salesforce records using caller ID or attached data Task updates for interaction disposition Automated activity creation for contact centre reporting Real-time agent and contact centre statistics Contact profile and interaction history Built on the Open CTI API to meet Salesforce integration standards Differentiation of customer service with the callback option [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Providing a world-class customer experience requires responsiveness. When equipped with a single desktop that unifies all customer interactions, your sales and service staff are more responsive and helpful across all type of interactions. This means that your agents and knowledge workers have access to information about prior customer interactions and transactions. The Genesys Gplus Adapter for Salesforce is a pre-packaged integration of the Genesys Customer Experience Platform and the Salesforce suite. It unifies your contact centre and CRM systems to deliver a personalised customer experience. Designed for Salesforce CRM in either Classic or Console mode, the Gplus Adapter ensures a seamless implementation—whether in the cloud or on-premises. It provides media control, screen pop and activity history for multichannel interactions, and an outbound click-to-dial capability. Your organisation benefits from faster implementation times decreased costs and the smooth flow of information between the contact centre and the rest of your enterprise. Automated record display and activity update Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Automated record display and activity update Sales and customer service representatives need immediate access to customer data for a speedy resolution of customer inquiries. The Gplus Adapter facilitates this by delivering a screen pop of relevant customer account, case, or other record types to the Salesforce CRM desktop—something that occurs simultaneously with the arrival of each interaction. Agents now have the complete context of each customer, enabling them to personalise every interaction. Record displays include common attributes such as caller ID, customer name, and email address. They can also include data attached to the interaction, such as information collected from the IVR system or billing information from the CRM record. Multiple related records can be displayed as well. For example, if family members are linked in the CRM system, all of their records can be displayed. Or, an opportunity record could be shown, along with a case record. An activity record is created upon conclusion of each interaction. This record contains valuable information about the contact—such as interaction type, duration, and disposition, as well as agent notes and chat transcripts and email content (where applicable). Embedded user interface For screen space preservation, the Gplus Adapter embeds media control within the Salesforce user interface (UI) via the Open CTI API. The media control layout in the desktop is available with both Classic and Console presentation models. Your agent is alerted when a new interaction arrives, and they can accept the contact or work item and manage it from within the Salesforce UI. This reduces the average handle time and facilitates quick, accurate response. The Gplus Adapter also enables users to select a phone field in the Salesforce record and dial out directly through the Genesys Customer Experience Platform. An agent who needs to transfer a call or create a conference call simply selects from a list of queues or chooses an agent or back-office employee, based on their availability. Ease of implementation and routing Using the Salesforce Open CTI API and Genesys Web Services, all components of the Gplus Adapter are implemented within Salesforce as a 100% thin-client architecture. This serves to expedite deployment and reduces costs. The Gplus Adapter also uses Genesys real-time orchestration to assign interactions to the best available agents.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item title="Capabilities"] Contact and record lookup within Salesforce Screen pop records within Salesforce Call control with answer, hold/retrieve, transfer, conference, release, and forwarding Preview support for inbound calls Embedded media control and interaction data display Agent-state management Attached data view Update screen pop record with disposition details Scripts for custom screen pops and activity history Post-contact disposition for Genesys reporting [/sg_item][sg_item title="Supports"] Genesys Voice with full-feature all controls Genesys Chat Genesys Email Genesys Outbound Preview Genesys Enterprise Workload Management Agent supervisory features including silent monitoring, whisper coaching, and barge-in Agent-state management with not ready reason codes and after-call work reason codes Team Communicator for access to global and personal favorites, and agents, agent groups, and their availability statuses Recently dialed list [/sg_item][sg_item title="Software requirements"] Explorer, Firefox, and Chrome browser support (as stated by Salesforce) Genesys CIM version 8.1 or later Genesys Web Services version 8.5 or later [/sg_item][sg_item title="Salesforce integration"] Sales or Service Cloud Classic or Console mode Screen pop of records within the Salesforce interface Activity creation with post-interaction disposition [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4268"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for SAP CRM" sub_title="Lower your total cost of ownership with an out-of-the-box integration between Genesys and SAP" image="9876" filecta_label="Download a PDF" filecta="9760" img_alt_text="Gplus Adapter for SAP CRM"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Lower total cost of ownership Familiar SAP CRM interface Faster time to deployment Personalised customer service Reduced interaction times Decreased number of transfers Improved resolution rates Enhanced workflow efficiencies Complete customer information at a glance [/sg_item][sg_item title="Key Features"] Multi channel routing capabilities 360-degree view of the customer Unified agent desktop Outbound campaign management Seamless blending of front- and backoffice interactions Real-time delivery of interactions based on customer profiles Integrated, real-time statistics Screen pops with complete customer information SAP WebClient support [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]To provide a best-in-class customer experience, your sales and service staff must be equipped with a single desktop that unifies all customer interactions and expedites relevant and timely responses. Genesys enables this multi channel customer experience with the Gplus Adapter for SAP. Designed for SAP CRM, business warehouse, and enterprise resource planning (ERP) applications, the Gplus Adapter facilitates a fast, effortless deployment of a unified desktop. Gplus Adapter for SAP provides a pre-packaged integration between the Genesys product suite and SAP CRM applications. Your company will benefit from faster implementation times, decreased costs, and a smooth flow of information between the contact centre and the rest of the enterprise. The Gplus Adapter is fully supported by Genesys and SAP and includes customer support and professional services provided by Genesys. Deliver superior customer experience and reduce costs With the Gplus Adapter for SAP, you can resolve common customer experience pitfalls such as long queue times and multiple transfers. Combined with Genesys routing, customer interactions and associated tasks can be extended beyond the contact centre to mobile workers, knowledge workers, and other employees, resulting in shorter interaction times, fewer transfers, and increased efficiency of operations. Reduce cost of service and improve agent work environments with a unified desktop interface that integrates multiple interaction channels within the SAP Business Suite desktop. Your agents can now handle interactions across all media types for service, sales, and marketing. With a 360-degree view of the customer via SAP records, agents are able to achieve better first contact resolution and provide customers with a seamless multi-channel experience. Seamlessly integrate front-office and back-office interactions Allying best-of-breed products, the Gplus Adapter for SAP provides your employees with a familiar interface with added customer service functionalities. Instead of waiting for the next available agent, customers can be routed directly to the appropriate department, resulting in increased agent productivity and lower training costs. Orchestrate outbound campaigns Design and implement complex marketing and collections campaigns using the Gplus Adapter for SAP. Schedule outbound campaigns and assign activities to agents, re-schedule calls, record call outcomes, update call result records, and modify ongoing campaigns—all within the familiar SAP interface. Improve productivity with intelligent multimedia routing Through the use of Genesys routing capabilities, ensure the most critical items are handled first. The Gplus Adapter for SAP provides blended media routing of voice calls, emails, web chats, and work items. Guided by Genesys routing rules, interactions are prioritised in real time, matched, and assigned to the best agents based on customer profiles, class of service, history, and needs. Screen pops containing relevant customer information provide complete context of the existing relationship, enabling agents to personalise each interaction. Agents can handle up to six concurrent interactions. Genesys Chat is fully supported within the SAP chat user interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation. Leverage real-time statistics for maximum efficiency The Gplus Adapter for SAP improves efficiency through the use of real-time statistics. By integrating analytics into the SAP desktop, agents are better able to track and enhance their performance. Contact centre managers gain valuable insights into overall agent performance and can improve workforce collaboration, thus delivering quicker customer service while optimising agent workloads.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Supported Genesys features"] Genesys Email Genesys Chat Genesys Enterprise Workload Management Genesys Workforce Management Inbound and Outbound Voice Outbound voice campaigns Access to SAP data for intelligent routing Export of interaction data history into CRM account records [/sg_item][sg_item title="Software requirements"] Web browsers such as Internet Explorer 8.0 or later, Chrome, and Firefox Genesys Framework Genesys Digital Engagement Centre (for non-voice routing) Genesys Customer Interaction Management [/sg_item][sg_item title="Supported SAP versions"] SAP ERP or SAP R/3 Enterprise v4.5 or higher SAP CRM 3, 4, 5, 6, 7.0 (eHP1, 2, 3) [/sg_item][sg_item title="Supported platforms"] Windows Server 2008, 2012 Red Hat Enterprise Linux 6, 7 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="9760"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Interaction Management Platform v.8" sub_title="Enabling the new conversation" image="3973" filecta_label="Download a PDF" filecta="3974" img_alt_text="Genesys Customer Interaction Management Platform v.8"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provides a unified platform and a single queue for handling customer interactions from any channel—voice, video, IP telephony, email, chat, SMS, web, mobile, work item, and self-service. Enables advanced routing of every customer interaction via a universal routing engine. Allows you to achieve business goals related to the customer’s experience—cutting costs, meeting SLAs, and optimising the experience of high value customers. Orchestrates the resources of the company, including customer data and context, to provide a consistent customer experience across all touchpoints, while minimising costs. [/sg_item][sg_item] Centralises development and administration of customer workflow to simplify the management of all interactions. Provides an open, standards-based solution that can access data from legacy data systems and current databases with SOA across the enterprise. Supports a comprehensive application programming interface and software development kits (API/SDK), enabling a rich ecosystem of third-party applications. Leverages existing TDM, IP, cloud-based, and hybrid contact centre infrastructure to enable seamless migration to newer solutions. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer service—an integral part of the business process"]One of the biggest challenges facing enterprises today is that customer service operates separately from the rest of the enterprise. Systems, channels, and applications operate in silos, creating an inconsistent customer experience and increased customer service costs. The Genesys Customer Interaction Management Platform solves this by managing customer interactions across all touchpoints. A single, integrated interaction environment The Genesys Customer Interaction Management (CIM) Platform is the core of the Genesys solution suite. It provides a single environment for designing, deploying, and managing real-time customer interactions. Interactions and related activities are routed and reported on based on your specific business criteria, providing a universal view for managing every customer interaction. Channels such as voice, email, web, video, SMS, chat, and mobile are funnelled through the Genesys CIM Platform and handled in a consistent manner according to company defined interaction strategies. Genesys CIM allows companies to virtualise their resources regardless of the deployment model—on-premises, in a cloud environment, or in a hybrid model. It’s easy to route interactions to a person regardless of their physical location. This opens up new service options, including leveraging non-contact centre personnel to optimise the customer experience and reduce contact centre staffing requirements. A unified set of development and administration tools makes customer treatment strategies easier to control, manage, and maintain. Integration with your existing contact centre infrastructure allows you to leverage that investment while deploying a state-of-the-art customer service platform. The Genesys CIM Platform directs a universal queue of all customer interactions via the industry’s most robust, flexible, and scalable routing engine—with the capacity to route nearly one million calls and over 40,000 emails per hour[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Genesys Composer [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single integrated development tool for all Genesys applications[/omnitable_col][omnitable_col] Improves productivity and shortens development cycle with common tools, look-and-feel, navigational metaphors, and component reuse Provides a graphical user interface for defining interaction processing stages, including real-time routing strategies and business process steps Improves productivity with personalised UI Allows users to isolate issues in the lab with visual debugging, saving time and expense [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Design end-to-end customer experience strategies for all channels[/omnitable_col][omnitable_col] Enables development of voice self-service applications and routing workflows based on business-driven use cases to improve the customer experience and optimise service delivery [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supports integration to third-party plug-ins, including source code management system[/omnitable_col][omnitable_col] Allows design team to collaborate on application development while maintaining application integrity [/omnitable_col][/omnitable_row][/omnitable][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Genesys Administrator [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single, unified user interface (UI) for managing all Genesys applications[/omnitable_col][omnitable_col] Reduces deployment time and complexity Web based for zero footprint and ease of access Centralises log and alarm management for the entire Genesys environment [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operational management of Outbound and Proactive Calling Sessions[/omnitable_col][omnitable_col] Enables managers and operations to load, start, stop, and manage campaigns with a centralised interface [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Automated solution deployment[/omnitable_col][omnitable_col] Deploy and configure complete local and remote solutions Install and configure any Genesys application Create and configure Genesys components [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Role-based access control for all Genesys configuration and resources for application management[/omnitable_col][omnitable_col] Delivers a consistent, personalised user experience Enables competent solution management, based on user role Opens solution management to diverse employees [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operational parameter management[/omnitable_col][omnitable_col] Enables business users to modify voice routing and Genesys Rules through simple parameter data values [/omnitable_col][/omnitable_row][/omnitable][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid][section_grid tag_type="h2" title="Systems supported"][sg_item title="Server OS support"] Red Hat Enterprise Linux Sun Solaris IBM AIX Microsoft Windows Server [/sg_item][sg_item title="IP switches"] Alcatel Broadsoft Cisco Unified Communication Manager Genesys SIP Server NEC Siemens IVRS Aspect Avaya Edify Envox Genesys Voice Platform IBM Intervoice Microsoft Nortel [/sg_item][sg_item title="Databases"] IBM DB2 MS SQL Server Oracle [/sg_item][sg_item title="Switches"] Aastra Alcatel Aspect Avaya DataVoice Digitro EADS Telecom eOne Genband Phillips Fujitsu Huawei Mitel NEC Samsung Siemens Tadiran Teltronics Tenovis [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3974"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys SoftAgent for Cisco" image="133778" filecta_label="Download a PDF" filecta="133777" img_alt_text="Genesys SoftAgent for Cisco"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits" desc="Sustaining service levels is critical to your contact centre. You must ensure continual readiness to provide service if you want to retain customer loyalty and meet business goals. With effective tools, you can establish a path to business continuity for front, remote and back-office contact centre staff."][sg_item] Agent status features of Genesys without the need for workstation softphone Alternate agent controls should there be a workstation or CRM system failure Back-office workers integrated into the Genesys routing plan [/sg_item][sg_item] Monitoring web view to observe and manipulate agent status for an agent group or switch The ability to log out all agents in an emergency New phones types can be added as custom developments [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Overview The Genesys SoftAgent application supports your need for agent availability by providing agent state controls on alternate devices such as desk phones or vendor equivalent software phones. Supervisors and team leaders can also take advantage of an optional activity monitor user interface to gain broader visibility of their respective team’s status, and manage availability of their team members. The SoftAgent application provides an alternative way to manage agent state when available workstation software doesn’t provide similar capabilities, isn’t accessible or when agents have a preference for working only with the phone interface. Features and functionality The SoftAgent application for Cisco allows web-enabled Cisco IP phone users to log in, go ready, not ready, set after call work (ACW) or log out from their phone using soft buttons on the phone display. When setting not ready, reason codes can be selected to more effectively communicate the state. Labels on the phone soft buttons are configurable in text and position. The design of the phone application accommodates the use of all the standard phone features and allocated buttons, and blends with other service applications enabled on the phone. The SoftAgent application supports Genesys and Active Directory login authentication, and is configurable via Genesys Administrator/CME. It also supports a load-balanced active-active high-availability model. The SoftAgent application combines Active Directory and Genesys security controls to constrain access and agent group visibility to the monitor. The optional Agent Activity Monitor allows management to access real-time agent status, including agent group or all extensions on a given switch, via any web browser. From this view, users can set one or more agents ready, not ready or log them out. This is an ideal tool to close the contact centre in an emergency or log out agents who are no longer available. Technical overview The SoftAgent for Cisco application is a combination of Cisco web-enabled phone sets, such as the 7900 series, Cisco UCM configuration and Microsoft Internet Information Services (IIS). The SoftAgent application resides on one or more IIS servers and access is controlled via Windows/IIS security policies. To support large-scale deployments (800 or more) of phone sets, it is recommended that multiple IIS servers be deployed in an active architecture with an HTTP load-balancer distributing requests. HTTP session management is not required. Phone set users are required to log into the Genesys infrastructure using their Genesys usernames, which may contain an optional password. The extension of the phone is discovered from the phone set. Users of the web-based Activity Monitor view are required to be logged into their workstation that uses Windows integrated security to perform single sign-on to the website. Further Windows security controls, in tandem with Genesys access security, may constrain access to the application and visibility to agent groups. About Genesys Professional Services Genesys Professional Services helps customers and partners succeed through expert business consulting and industry experience, unsurpassed software solution planning and training, proven implementation strategies, and experienced project management. We offer a wide variety of packaged and custom-tailored development solutions to provide an implementation strategy that meets specific client requirements.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical requirements"][sg_item] Microsoft IIS version 6/7/7.5 Microsoft .NET 3.5 Framework Genesys CIM 7.5 through 8.1 Cisco UCM 7.x, UCM 8.x [/sg_item][sg_item] Cisco 7900 series web phones Cisco IP Communicator 7.x, 8.x Internet Explorer 7 through 9 Firefox 3 through 11 Chrome 6 through 18 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="133777"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Connect Interaction Recorder" sub_title="Improve customer experience and manage compliance" image="90292" filecta_label="Download a PDF" filecta="90294" img_alt_text="Genesys PureConnect Interaction Recorder"][/section_header][section_content][gsc_item format="content-a4" image="182018"] Deliver on business objectives To improve customer experience, compliance and employee performance, interaction recording is essential for every modern customer service organisation. Through Genesys Connect™ Interaction Recorder, customer service operations can record interactions easily and cost-effectively, enabling you to identify training needs and continuously improve quality and employee performance. Increase first contact resolution and ensure compliance Connecting customers with well-trained and knowledgeable contact centre agents who can answer questions effectively or resolve a problem on the spot increase first contact resolution and delivers better customer experience. Analyse recorded interactions to identify and remedy potential root causes for missed first contact resolution. Ensuring regulatory compliance begins by recording all interactions and every part of the conversation—even if it is a multisite conversation. When resolving a customer complaint or dispute, you need to find the relevant recorded interaction quickly. The Genesys Connect Interaction Recorder ensures you record 100% of interactions and quickly retrieve them when necessary. The lower total cost of ownership through an integrated approach Interaction Recorder is fully integrated with the Genesys Connect contact centre platform. A simple licensing file is all that’s needed to activate the solution. Your customer service organisation benefits immediately because configuration and administration are done through one platform. And you can streamline file management and archive with intuitive categorisation and policy-based recording. Single sign-on and role-based access ensure that only authorised employees can view recorded interactions. And because Interaction Recorder is software-based, you can reduce costs by eliminating expensive proprietary recording hardware. Extend the value of your recorded customer interactions Many organisations use recordings for more than compliance and quality monitoring to add value to the investment. When used with the real-time speech analytics capabilities of the Genesys Connect Interaction Analyser, alerts are sent about potentially problematic interactions, allowing supervisors to intervene, as needed, to create positive outcomes. Supplement new employee training programs with real interactions—a great way to let new employees experience the right and wrong way to handle interactions. Recordings help determine where process improvements are needed to enhance the customer experience. Get the most out of workforce engagement management Interaction Recorder is one of several Genesys Connect workforce management (WFM) applications aimed at enhancing performance to achieve operational goals. The Genesys Connect WFM app provides feature-rich functionality for multichannel interaction recording, quality management and workforce management, along with strategic planning, customer feedback and real-time speech analytics.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved customer experience"] Record the end-to-end customer experience to identify training opportunities Evaluate audio and screen recordings to identify contact centre agent or process delays Reduce time to resolve customer disputes [/sg_item][sg_item title="Reduced administration costs"] Streamline administration using one solution for interaction routing and recording [/sg_item][sg_item title="Reduced deployment costs"] Native solution uses existing Genesys Connect platform infrastructure [/sg_item][sg_item title="Reduced penalties and fines"] Record 100% of customer-agent conversations to meet compliance and regulatory requirements [/sg_item][/section_grid][section_grid tag_type="h2" title="Key features"][sg_item] Real-time monitoring PCI-DSS compliance Export recordings Archive recordings Single desktop interface Encryption (256-bit AES) [/sg_item][sg_item] Omnichannel recording Screen recording Rules-based policy recording Multisite recording Search and retrieve [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="90294"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="User Data Management Console for the Genesys Cloud platform" sub_title="More easily manage data per GDPR regulations" image="103155" filecta_label="Download a PDF" filecta="103153" img_alt_text="User Data Management Console for the PureCloud platform"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Embedded solution that enables data management without leaving the Genesys Cloud platform Easy-to-use interface that requires little or no training Accessibility of GDPR for Genesys Cloud at work, at home or anywhere with internet access [/sg_item][sg_item title="Key Features"] Export contact information locally Delete contacts from the Genesys Cloud system Monitor requests to see progress [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Embedded data management The Genesys Cloud® User Data Management Console is an easy-to-use tool that manages your customers’ data as part of the General Data Protection Regulation (GDPR). This AWS cloud-hosted dashboard allows a user to independently respond to data requests for export or deletion. When a request has been submitted, users can view the status of their requests through a historic dashboard. General Data Protection Regulation GDPR is a regulation within the European Union concerning customer access to data and data protection. The User Data Management Console assists with some of these common requests. Quick implementation The User Data Management Console is a prebuilt, cloud-hosted, Genesys Professional Services application that can be quickly added and set up in your Genesys Cloud organisation. This reduces the burden on IT by eliminating the need to build out and maintain your own solution or use manual processes every time you need to access your customer data. Simplified solution Save time on administrative tasks and allow your teams to focus on giving your customers the service they expect with an easy-to-use interface directly embedded within the Genesys Cloud platform. Your data personnel can quickly request an export of user data, delete user data from the system and see all outstanding requests that have been placed to the platform.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="103153"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Data Tables for the Genesys Cloud platform" sub_title="Advanced data hosting for your IVR platform" image="124019" filecta_label="Download a PDF" filecta="124020" img_alt_text="Data Tables for the PureCloud platform"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Data Tables for the Genesys Cloud® platform provides low-cost database tables that are accessed from the Genesys Cloud IVR. Typically, your IVR reaches out to an external system to retrieve data and make informed routing decisions based on it. With Data Tables for the Genesys Cloud platform, the solution acts as a back-end storage system from which the Genesys Cloud IVR retrieves and updates data. Easy administration This Amazon Web Services (AWS) cloud-hosted app includes a simple administrative interface to manage storage and administration. Creating or updating a table is as simple as uploading a file. Data Tables stores data directly from a CSV document into a cloud-hosted database. When the database is no longer needed, it can be removed through a few simple clicks. Quick implementation Data Tables for the Genesys Cloud platform is a prebuilt, cloud-hosted, Genesys Professional Services application that you can quickly add and set up in your Genesys Cloud organisation. This reduces the burden on IT—eliminating the need to build out and maintain your own solution.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Easy-to-use interface that requires little or no training Eliminates the need for extra database hardware for simple IVR data applications Allows data access and manipulation through Genesys Cloud Architect data actions Allows for querying data based on any column within the CSV document [/sg_item][sg_item title="Key Features"] Access data from Genesys Cloud IVR through web service requests Query for data based on the uploaded CSV file name and a query key Easy-to-manage administrative interface to upload, download and delete CSV documents Read, append or modify records from within the Genesys Cloud Architect IVR Store up to 50,000 rows; 45 columns and up to 50 MB of data Up to five tables per organisation [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="124020"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Connect Solutions for unified communications" sub_title="Get rich IP PBX communications in one powerful platform" image="308443" filecta_label="Download a PDF" filecta="308501" img_alt_text="PureConnect Solutions for unified communications"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="The next wave of intelligent business communications"]How a communications solution is built on the back-end tells a lot about how it will perform on the front-end. Pieced-together unified communications (UC) systems are full of complexity and steal energy from your enterprise. A more intelligent approach is a single, all-in-one platform that creates more power. The features in a UC solution might link media channels and users more tightly, but most UC frameworks lack any actual unification. They’re mostly stitched-together products from different vendors with a UC banner wrapped around them. Genesys created our IP telephony software on a single integrated platform—making it an all-in-one solution for all types of communications and business functions. Genesys Connect for Unified Communications is powerful enough to unify your entire enterprise. More importantly, with a complete N+1 architecture for all media operations, Genesys Connect for Unified Communications is much more scalable than those pieced-together UC systems. With one platform, enterprises smartly connect departments, workgroups, contact centres, branch offices, and remote and mobile workers. The platform extends call control and messaging to the desktops of multiple users—from 100 to 15,000—and ACD capabilities for up to 5,000 contact centre users. It also scales up or down, as needed. In addition, companies can use advanced capabilities, such as outbound predictive dialling and business process automation with applications and licensing—without having to tack on more systems.[/gsc_item][/section_content][section_grid column="grid-1x1" tag_type="h2" background_clr="bgc-lgray" title="Capabilities"][sg_item title="Single all-in-one platform approach"]Genesys Connect enables you to better control communications while reducing costs. The solution centralises multichannel processing, system configuration, administration and reporting. And because you don’t have to source multiple vendors, require fewer servers and will have a smaller data centre footprint, you will see a dramatic reduction in equipment and operational costs.[/sg_item][sg_item title="Easy deployment and administration"]Auto-configure Genesys Connect gateways for IP networks and VoIP, then auto-provision and manage cost-saving IP phones—or use Interaction SIP Station™ call control devices to save even more money. The Genesys Connect Interactive Update™ application even handles service updates automatically.[/sg_item][sg_item title="Scalable all-software architecture"]Genesys Connect incremental application licensing makes scalability straightforward and cost-effective, as does its multisite location independence and disaster recovery. With this capability, you can deploy and manage applications—as needed, when needed—even to multiple sites and users wherever they’re located. The reliable, integrated Genesys Connect application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.[/sg_item][sg_item title="Complete voice and interaction functionality"]With Genesys Connect, you get a dial tone, plus multichannel queuing and routing, IVR, speech-enabled auto-attendant, unified messaging, conferencing, presence management and more. At the desktop level, Genesys Connect is a straightforward and intuitive client application that instinctively makes users and interaction processes much more efficient.[/sg_item][sg_item title="Cost-effective multichannel customer service"]Calls, faxes, email, webchat, SMS, online forms and social media—Genesys Connect handles all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities of Genesys Connect make it easy to ensure service quality across channels. Advanced applications for multichannel recording and scoring, as well as automated post-call satisfaction surveys, improve service performance on a continuous basis.[/sg_item][sg_item title="Mobile support for location-independent use"]Put Genesys Connect mobility-based applications in the hands of your sales force and field technicians to give them the same functionality as their in-office counterparts: company-wide presence, one-number Find-me/Follow-me, conferencing, ad-hoc call recording, unified messaging as well as speech-enabled access to email, calendars and contacts. Mobile users can leverage softphones, smartphones, email clients and web browsers to access the Genesys Connect system from anywhere.[/sg_item][/section_grid][section_grid title="Benefits" desc="One platform for your entire business"][sg_item title="Remote Workers and Mobile User Features"] Web Client Mobile Client, corporate extension and virtual office One-number Follow-me/Find-me Interaction Mobile Office™ [/sg_item][sg_item title="Scalability"] 100 to 15,000 business users Up to 5,000 ACD users Support growth by adding servers Small or large—license only for what you need [/sg_item][sg_item title="Contact Centre Features"] ACD IVR Web services Internet chat server Quality monitoring Easy integration to CRM and business applications Integrations for social media monitoring Knowledge management and auto-response Real-time speech analytics Workgroup options [/sg_item][sg_item title="Advanced Applications"] Business process automation—in the enterprise and contact centre Screen recording Automated post-call satisfaction surveys Workforce management Intelligent multisite routing Graphical application generator Third-party PBX integrations [/sg_item][sg_item title="System Administrator and IT Professional Features"] End-to-edge security and encryption with Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS) Completely redundant architecture —Support for virtual servers Ease of deployment—Private cloud deployment option Interaction Update™ auto-updater Auto-provisioning for Polycom® phones Interaction Recorder® Interaction Administrator® Interaction Attendant® Interaction Conference™ for conferencing more than 250 parties Interaction SIP Station™ API - Interaction Centre Extension Library (IceLib) [/sg_item][sg_item title="Enterprise-wide Capabilities"] IP PBX call processing Full-featured operator console Complete desktop phone features Enhanced desktop client features SIP softphone Real-time presence management On-demand call recording and monitoring Conferencing for up to 250 parties Corporate and workgroup directories Embedded call controls for desktop applications Instant messaging Voice mail and unified messaging Multilingual support Reporting [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308501"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="AudioCodes Management and Monitoring Applications for Genesys" image="4039" filecta_label="Download a PDF" filecta="4040" img_alt_text="AudioCodes Management and Monitoring Applications for Genesys"][/section_header][section_grid background_clr="bgc-lgray" title="Highlights"][sg_item] Enables simple and low risk deployment of SIP-based contact centres Assures high-quality voice Reduces operating expense and total cost of ownership [/sg_item][sg_item] Simplifies identification of network issue and fault management Reduces administrative overhead Eliminates the need for expensive external probes [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Your IT department knows that when every component of your contact centre operates flawlessly, you’re able to deliver the continuous service customers expect. IT is also responsible for responding rapidly when needs of your business change, whether the requirement is adding new agents or endpoints or deploying mass software updates and configuration changes. In partnership with AudioCodes, Genesys can simplify the centralised management and monitoring of your contact centre. A Genesys and AudioCodes solution eliminate the need to switch between multiple tools to monitor and manage your network and endpoints. The unique integration between Genesys IP phones and AudioCodes network monitoring tools enables you to pinpoint problem areas instantaneously, giving you everything needed for end-to-end management of performance and reliability of your contact centre. With AudioCodes Element Management System, you can manage your network and endpoints, quickly identify and resolve voice service problems, and act to prevent problems. The Session Experience Manager is a VoIP network monitoring and troubleshooting application. Together, they provide a proactive detection-correction function resulting in continuous service availability. Element Management System Element Management System is a centralised management tool for the AudioCodes product portfolio, including session border controllers, media gateways, and IP phones. Element Management System includes: Full coverage of the entire set of actions required to manage the voice network Support for mass software updates and configuration changes Remote management and control of IP phones at any location Session Experience Manager Session Experience Manager is an intelligent monitoring and troubleshooting analysis tool that enables IT managers to quickly identify, fix, and prevent issues that can affect users’ voice experience. Session Experience Manager includes: Real-time monitoring of the entire VoIP network’s quality, including the data centre, branches, and remote agent sites Proactive detection and prevention of issues before they are noticed by users Quick identification and repair of issues once they occur Embedded probing capability to spotlight specific issues [/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Technical Specifications [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Northbound Interfaces[/omnitable_col][omnitable_col]Network Management System: Commands and traps are relayed via the AudioCodes API[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported devices[/omnitable_col][omnitable_col] Mediant 500/ 800/ 1000/ 2000/ 2600/ 3000/4000/ 9000 Mediant VE and Mediant SE 400HD IP phone family Media Pack device [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Telecommunications Management Network Standards support[/omnitable_col][omnitable_col]International Telecommunications Union recommendation M-3010 series[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Fault, configuration, accounting, performance, and security (FCAPS) functionality[/omnitable_col][omnitable_col]Provides: Fault management Configuration and provisioning Administrative support Performance management Security functions [/omnitable_col][/omnitable_row][/omnitable][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-3"] Session Experience Manager (SEM) [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call rating measured metrics[/omnitable_col][omnitable_col]Mean Opinion Score / Jitter/ Packet Loss/ Delay (or Latency) / Echo[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call rating measured metrics[/omnitable_col][omnitable_col]Mean Opinion Score / Jitter/ Packet Loss/ Delay (or Latency) / Echo[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported devices and server[/omnitable_col][omnitable_col]AudioCodes session border controllers, media gateways and IP phones[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Network topology[/omnitable_col][omnitable_col]Entire network/ selected devices/ selected links/ per time selection[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call details[/omnitable_col][omnitable_col]Call lists (per device/link)/ Extensive voice quality details[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call trend statistics[/omnitable_col][omnitable_col]Alarms from devices, activated upon userdefined thresholds: Active alarms/ alarm history/ alarm details in both active and historical views Search entire alarm table for any data string [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Alarms[/omnitable_col][omnitable_col]ITU-T recommendation M.3010 series; fault, configuration, accounting, performance, and security alarming[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Reports[/omnitable_col][omnitable_col]Network (per device/link)/ trends/ top users[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Users[/omnitable_col][omnitable_col]Connection to Active Directory/ end users’ satisfaction list/ end users’ satisfaction dashboard/ contact end users directly from Session Experience Manager[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported platforms[/omnitable_col][omnitable_col]VMware[/omnitable_col][/omnitable_row][/omnitable][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4040"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Multimedia Connector for Skype for Business" sub_title="Power the world’s best customer experience with Genesys and Skype for Business" image="4169" filecta_label="Download a PDF" filecta="4170" img_alt_text="Multimedia Connector for Skype for Business"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Unify customer journeys across Skype for Business and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organisation Decrease handle time with quick and easy access to instant messaging, voice, video and screen share Deliver great customer experience with a fully integrated suite of contact centre solutions Simplify administration and installation with native Unified Communications Managed API-based integration Improve operational flexibility for on-premise, hybrid or cloud-based deployment models [/sg_item][sg_item title="Key Features"] Genesys omnichannel routing, reporting and journey analytics for Skype for Business media channels as well as other digital channels Native and certified integration with Skype for Business infrastructure and endpoints Integrated agent desktop manages all incoming interactions Consolidated corporate directory and presence Enterprise-wide multimodal collaboration Skype for Business federation support On-premise, hybrid or cloud-based deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]When customers interact with your company, they want the ability to use their preferred channel and have their issues resolved quickly. Most importantly, customers want an effortless experience. Together, Skype for Business and the Genesys Customer Experience Platform empower companies of all sizes to provide seamless, consistent and contextual customer journeys that enable great relationships and business results. Enrich your customer experience Provide rich customer experiences with ubiquitous access to all Skype for Business channels, including instant messaging, voice and video, along with other channels—email, social and web. Unified customer journeys and analytics across Skype for Business and other channels enable businesses to better anticipate customer needs to provide a truly exceptional customer experience across all engagements. Extend customer service throughout the enterprise Reduce effort for your customers and your team. Agents are given the information they need to personalise every interaction, including the customer’s profile, contact history and context of the interaction. Agents can quickly collaborate—using Skype for Business voice, instant messaging or video—with any available expert across the enterprise to expedite first contact resolutions of customer inquiries. This puts the enterprise—not just the contact centre—at the service of the customer. Innovate with best-of-suite customer engagement Customer experience is critical to your organisation. When selecting your customer engagement platform, choose a partner with a proven track record, a strong vision and the scale and expertise needed to add value at every step. Genesys has been a leader in the Gartner Magic Quadrant for Contact Centre Infrastructure for nine years running—and the only leader with a Skype-certified solution. Core capabilities of the Multimedia Connector for Skype for Business include omnichannel routing, consolidated analytics and a unified desktop. And you can easily expand the platform to include self-service, outbound, workforce optimisation and workload management. Choose native integrations Not all integrations are created equal. Skype for Business is natively integrated with the Genesys Customer Experience Platform, which eliminates complexity and makes it easier to install, administer and support. This also lowers cost of ownership. Additionally, native integrations can take advantage of new capabilities immediately, as they are added to the Skype for Business platform. Using a solution that is Microsoft “Certified for Skype for Business” assures compatibility and reliability—and protects your investment. Virtualise operations Forward-looking companies seek a unified communications solution to lower infrastructure and integration costs. Genesys and Microsoft deliver flexible architectures that are deployed globally in organisations large and small. Discover the benefits of virtualising operations with the ubiquity of Skype for Business and the intelligence of the Genesys Customer Experience Platform. Virtualisation removes geographical restrictions and can help your operation scale to handle a higher volume of customer inquiries more efficiently. It also makes it possible to eliminate local PBXs and ACDs, further reducing total cost of ownership. There is no one-size-fits-all solution for contact centre architectures; choose from on-premise, partner-hosted and hybrid cloud deployment models, depending on your company’s needs. Regardless of which option you choose, our proven best practices guarantee optimal use of integration capabilities that will maximise ROI.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Luc Greefs" jobtitle="Director of Shared Technology and Infrastructure Delivery" company="Cegeka" speakerquote="Integrating Genesys Engage with Microsoft Skype for Business gives us a whole lot of advantages. With more dynamic and flexible communications, we’ve improved collaboration while moving to a software based system. This means we can easily assimilate acquired companies’ systems." companylogo="306491"][/section_cta][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4170"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Technical Account Manager" sub_title="A trusted advisor and main point of contact to maximise your on-premise Genesys environment" image="4069" filecta_label="Download PDF" filecta="4070"][/section_header][section_grid column="grid-1x1" background_clr="bgc-lgray"][sg_item title="Benefits"] Main source of contact at Genesys for your organisation Proactive advocate who drives issues to resolution and provides constant updates Communications expert to manage and align all internal and external stakeholders’ needs Key resource that tracks open cases and runs performance metrics [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Minimise risk across your environment Your business demands top performance, but as your integrated systems grow more advanced and you adopt multiple solutions, your overall environment becomes more complex, putting your operations at higher risk. With the Genesys Technical Account Manager you receive a highly experienced and trusted partner who works with you to manage critical stakeholder communications and identify risk early. This helps to reduce downtime, avoid downstream issues, and minimise the overall risk across your environment. As your main Genesys contact, your Technical Account Manager drives and streamlines conversations and ensures alignment among your departments, with Genesys teams, and with other external partners. A Technical Account Manager has a solid understanding of your business goals, operations, and mission-critical environments. They can also advise you in preparing for shifts in your technology solution or recommend solutions for business advancements. Profit from proactive advocacy The Technical Account Manager is your Genesys advocate who: Flags critical path items and ensures remediation plans are clear Enables quick and effective support specific to your unique environment through Genesys Customer Care Represents your needs during Genesys product lifecycle planning Leverages collective knowledge across technical teams, platform infrastructure interfacing systems, call flows, and reference documents Advises you on training, staffing, and other valuable services Manages regular reviews to discuss operational issues, track open cases, and support performance metrics Ideal for companies experiencing change Many external factors can greatly impact a company’s workload and put programs at risk, even with highly skilled IT, engineering, and project teams in place. A Genesys Technical Account Manager is an ideal addition for: Management of systems consolidations after mergers/acquisitions Multi-site implementations Parallel application or complex offer deployments Ongoing management of complex environments Integration of Genesys with other technologies For on-premises environments, a Technical Account Manager is included as part of Genesys Premium Care or added to Business Care Plus as a Flex Care option. Here is a summary of the additional Genesys Flex Care support options available to help you tailor your support experience based on your current business needs and the position in the lifecycle of your Genesys solution.[/gsc_item][/section_content][omnitable column="col-three"][omnitable_row headerrow="header-row"][omnitable_col] Flex Care [/omnitable_col][omnitable_col span="span-2"] Feature Description [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Custom Application Support[/omnitable_col][omnitable_col span="span-2"]Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners[/omnitable_col][omnitable_col]Extended Support[/omnitable_col][omnitable_col span="span-2"]Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software[/omnitable_col][omnitable_col]Special Event Support[/omnitable_col][omnitable_col span="span-2"]Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment[/omnitable_col][omnitable_col]Support Architect[/omnitable_col][omnitable_col span="span-2"]Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimisation recommendations, and capacity planning[/omnitable_col][omnitable_col]Technical Account Manager[/omnitable_col][omnitable_col span="span-2"]Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" company="Global Telecommunications Company" speakerquote="The Technical Account Manager was able to set expectations on the VHT memory leak, provide assurance that we continually focus on improving QA, and most importantly secure his place at the table as a trusted advisor."][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="4070"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Improve Customer Experience with an Enhanced Salesforce Implementation" image="4105" filecta_label="Download a PDF" filecta="4106" img_alt_text="Improve customer experience and efficiency with an enhanced Salesforce implementation"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Easy setup with out-of-the-box integrations Immediate ROI with improved agent efficiency Personalise all customer interactions Full business intelligence analytics drive actionable insights [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Genesys-Salesforce integration As organisations leverage the power of Salesforce for both sales and service, it is critical they focus on providing a great customer experience across all communications channels. Customers expect personalised, relevant and timely information—whether they call in to a company or they receive messages from the companies they do business with. Genesys easily integrates with Salesforce, giving organsations the tools needed to provide a seamless and consistent customer experience. When organisations handle inbound inquiries from customers, the Salesforce integration enables businesses to easily enhance their Salesforce implementations with powerful features that improve caller experiences and increase business productivity. The integration enables automated case/lead creation and look-up, personalised call routing and agent screen-pops with the ability to pass information and custom objects to the agent. Only with Genesys can you easily add both automation and customised call handling. Additionally, when proactively contacting customers, organisations can quickly execute campaign calling lists from Salesforce. Businesses can implement multichannel outbound campaigns including alert messaging, outbound IVR, predictive/preview/manual dialling, email and text messaging. Plus, after an outreach attempt is completed, results are automatically written into the activity log of the customer record. Solution overview With the Genesys-Salesforce integration, you can add data-driven automation through self-service IVR applications by accessing Salesforce data at the outset of every call. This enables each and every call to be personalised utilising the Genesys CTI and screen pops. As a result, you can focus solely on the customer and position your business as best-in-class and not worry about your technology solution. Genesys integrates with both Salesforce for Service Cloud and Salesforce for Sales Cloud. Benefits for Salesforce for Service Cloud users: Personalise customer interactions: Use a “data-dip” of the customers’ account information and previous case history to greet each customer with a personalised message. Customise automated options for callers upfront: Present customers with the status of their case first through a self-service IVR application, and then give them the option to re-open the case, update that case or transfer to an agent. Interact with customers naturally: Use the highly effective speech recognition engine to save callers time Screen-pop customer data to an agent: Leverage the Genesys CTI to customise a screen-pop with all information gathered through the self-service application, along with any customer’s previous history, allowing the agent to provide a more personalised experience. Enable automated secure transactions: Transfer the customer to the self-service application menu for payments or other sensitive transactions and then the agent can take back the call to continue the conversation, leading to a more effective first-call resolution. When tickets are closed, automatically send multi-channel customer surveys with the ability to escalate to live agents when necessary. Benefits for Salesforce for Sales Cloud users: Automatically capture consumer information to instantly create leads such as name, address and phone number prior to delivering the inbound call to the sales agent. Execute proactive campaigns utilising lists of leads, contacts and cases for outreach via Genesys Proactive Customer Communications platform. Enable priority routing for inbound calls to ensure all “hot-leads” jump to the front of the queue to increase closure rates. Create customised, multi-channel contact strategies to new leads or updated contacts in real-time. Store details about all customer communications (date, time, duration, agent, call result) and recordings in the Salesforce record. Enable your agents to offer a more tailored experience by presenting a custom screenpop, including relevant call history, using the Genesys Cloud CTI plugin. Provide screen-pops with information gathered from inbound and outbound interactions and previous history using Genesys Cloud CTI, allowing agents to provide a more tailored experience. Simplify the agent experience by eliminating multiple systems needed and increase productivity through a single integrated, multichannel user interface. Gain insight into your pipeline via simple inbound calls. Managers can call in and obtain a voice rendition of their opportunities reports and pipeline status. The Genesys and Salesforce integration advantage Improve customer experience Customer interactions are mapped against Salesforce objects to find a record match based on the caller’s phone number or any other defined data point. Genesys then screen-pops the Salesforce record via Genesys CTI to the agent along with any other data collected. This allows the agent to greet the caller in a personalised manner, enhancing the customer experience. Tap into the Genesys Customer Experience Platform to provide superior customer experience including Self-Service Inbound IVR, Proactive Customer Communications and Virtual Call Centre/Cloud ACD. Increase agent efficiency Save your sales or support staff time and increase the accuracy of your data. Agents can quickly place outbound calls by clicking on a phone number from any Salesforce record, whether they include cases or contacts. All calls placed are automatically logged in Salesforce, including call results, call details and any customer information. This automation increases agent productivity and ensures a systematic tracking of all call activities. Additionally, all incoming calls are automatically logged into Salesforce based on the parameters set up, such as by case or contact. Deploy and maintain The Genesys and Salesforce integration does not require any you to install any hardware or software. It is easy to deploy and can be accessed through any browser such as Internet Explorer, Chrome, Firefox or Safari, and any operating system, eliminating any dependency on IT to install or manage. Plus, Genesys-Salesforce integration is compatible with both US and international phone numbers over a PSTN or IP network for added flexibility.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4106"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Reference Architecture Blueprints" image="4027" filecta_label="Download a PDF" filecta="4028" img_alt_text="Genesys Reference Architecture Blueprints"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Ensures optimal integration of all capabilities and channels to maximise ROI Accelerates deployment to realise benefits more quickly Reduces project risk by leveraging a proven architecture validated by Genesys engineering Reduces cost by addressing sizing, deployment, and on-going operational needs [/sg_item][sg_item title="Blueprints Include"] Logical architecture Deployment view, including virtualisation Central and multi-site configurations Supported call flows and use cases Integration, configuration, and sising guidelines [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Customers use a wide variety of channels to connect with your business for sales and support. To address their needs, you’ve deployed contact centre solutions to bridge the gap between your customers, employees, and back-office systems. Contact centre solutions have evolved to become customer experience platforms, reflecting the vast number of channels, intelligence, and analytics that they offer to orchestrate optimal service experiences. Deploying your customer experience platform correctly is critical to maximise your return on investment and the benefits it delivers for your customers, employees, and operational staff. The Genesys Customer Experience Platform has been deployed globally in organisations large and small to meet the needs of businesses just like yours, enabling us to establish best practices and package this knowledge within architecture blueprints. Genesys Reference Architecture Blueprints are a framework to help partners and customers deploy a proven architecture to meet common business use cases. They deliver a set of standardised tools and proven design patterns based on analysis of real-world implementations. They are a tool to help to understand and replicate best-practice approaches. These blueprints describe a proven architecture on which standard and custom use cases are layered. Genesys has defined standard use cases that include the business benefits, logic, and analytics to help you quickly see measurable results. Blueprints detail the Genesys and thirdparty components in the solution along with deployment guidance for topics including sising, networking, security, high availability, disaster recovery, and serviceability. Genesys engineers have validated each blueprint to deliver consistent, low-risk deployment with optimised business operations.[/gsc_item][/section_content][section_grid tag_type="h2" title="Reference Architecture Use Cases" desc="Genesys Reference Architecture Blueprints address the following use cases:"][sg_item title="Common Components"] Orchestration— Business rules to control the routing of interactions in the contact centre, including real-time visibility into contact centre resources and integration into external services for enhanced business routing decisions Reporting—Web-based access to real-time and historical reporting across all interactions and channels Configuration and Management—Centralised configuration and management of all Genesys applications and resources [/sg_item][sg_item title="SIP Voice Blueprint Use Cases"] Contact Centre Services—Routing to agents, agent desktop, supervisor functions, and outbound dialing Media Services—Announcements, music on hold, qualification and parking, conferencing, call progress detection, call recording, and voicemail Voice Communications—Phone features (make call, transfer, forwarding, caller ID, conferencing), dial plans, voicemail, etc. [/sg_item][sg_item title="Digital Channels Blueprint Use Cases"] Proactive Engagement—Monitor, identify, and proactively engage web visitors in conversations that support business objectives Chat—Provide live assistance to customers via chat Email, SMS, and Social—Provide text analysis, routing, and distribution of customer service emails, text messages, and social media comments to optimal agents Mobile Engagement and Callback—Enable customers to request customer service on their terms from mobile phones or other devices [/sg_item][sg_item title="Interaction Analytics and Recording Blueprint Use Cases"] Interaction Acquisition—Voice, screen, and text recording for compliance and control Analytics Processing—Recognition, indexing and categorisation of all acquired interactions Dashboards and Reporting—Drill-down on categories/KPIs, search/trending/ discovery, quality management, and coaching [/sg_item][sg_item title="Workload Management Blueprint Use Cases"] Capture Tasks—Address a broad range of enterprise work sources such as workflow systems, order management systems, and CRM systems Calculate SLAs—Classify tasks and prioritise Distribute Tasks—Find the best resource to handle a task whether in the front office, back office, outsourcer, or at a branch Reporting and Management—Deliver real-time dashboards and historical reporting on backoffice workload [/sg_item][sg_item title="Workforce Management Blueprint Use Cases"] Forecasting—Predict contact centre workload and staffing requirements based on historical data or user-defined templates Scheduling—Create agent schedules that comply with user-defined business constraints and optimal resource allocation Performance Monitoring—Compare the forecast and schedule based on actual contact centre needs Real-Time Adherence—Compare the current to scheduled agent status Agent Self-Service—Distribute schedules, enter preferences, time off, and schedule bidding/trading [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4028"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for Siebel CRM" sub_title="Deliver superior multi-channel customer experiences with an out-of-the-box integration between Genesys and Oracle Siebel CRM systems" image="3887" filecta_label="Download a PDF" filecta="3888" img_alt_text="Gplus Adapter for Siebel CRM"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Fully interoperable with your existing Oracle Siebel CRM system Consistent multichannel experiences Personalised customer service Complete customer information at a glance Lower total cost of ownership Faster time to deployment Reduced interaction times Decreased number of transfers Improved FCR Enhanced workflow efficiencies [/sg_item][sg_item title="Key Features"] Unified agent desktop Multichannel routing capabilities Real-time delivery of interactions based on customer profiles Seamless integration of back-office interactions 360-degree view of the customer Screen pops of relevant customer information Outbound campaign management Integrated real-time statistics Support for Genesys SIP Business Continuity Support for Siebel web chat agent interface [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Due to a growing digital influence, customers are rapidly turning to communication channels beyond traditional voice. To provide superior customer service, your contact centre must be prepared to deliver a consistent, multichannel customer experience. Genesys empowers you to serve your customers quickly and efficiently with the Gplus Adapter for Siebel, a pre-packaged integration between the Genesys platform and Oracle Siebel CRM service and marketing applications. The Gplus Adapter is a critical component that helps provide your sales and service staff with a unified agent desktop and complete customer information within the Siebel interface, enabling personalised service across multiple channels. Supported by Genesys and Oracle, the Gplus Adapter for Siebel uses standard Siebel tools and interfaces to ensure consistency, speed, and reliability in deployment while reducing customisation costs. Deliver superior customer experience Resolve common customer experience pitfalls such as long queue times and multiple transfers with the Gplus Adapter. Using Genesys real-time orchestration, intelligently prioritise and route every multimedia interaction to the best available agent, and utilise Genesys Enterprise Workload Management to forward tasks to the appropriate departments. Through the combined power of Genesys and Siebel CRM software, customer records are conveniently attached to every interaction, enabling service and sales staff to create a consistent customer experience across multiple channels. Screen pops of relevant customer information provide complete context of the existing relationship and allow the agent to conduct relevant, personalised conversations with each customer. With efficient, real-time routing and personalised service, you can provide your customers with a superior experience, resulting in shorter handling times, fewer transfers, and increased efficiency of operations. Improve productivity with intelligent multimedia routing Through the use of Genesys routing capabilities, ensure the most critical items are handled first. Interactions are prioritised in real time and matched and assigned to the best agents or back-office workers based on customer profiles, class of service, history, and needs. Agents can handle up to six concurrent interactions, increasing agent productivity. The Gplus Adapter for Siebel provides blended media routing of voice calls, emails, web chats, and work items. Genesys Chat is fully supported within the Siebel web chat agent interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation. Reduce costs of service Eliminate additional agent training with a unified agent desktop that integrates multiple interaction channels within the familiar Siebel CRM interface. Within a single desktop, agents can now handle interactions across all media types for service, sales, and marketing. By having access to a 360-degree view of the customer, agents are able to achieve better first contact resolution (FCR) and provide customers with a seamless experience.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Supported Siebel applications"] Siebel 7.7, 7.8, 8.0, 8.1, 8.1.1, 8.2.4 (SIA/SEA), IP2013/IP2014/IP2015 [/sg_item][sg_item title="Voice"] Inbound Voice Outbound Voice Web Callback [/sg_item][sg_item title="Genesys Enterprise Workload Management"] Siebel Email Siebel Work Items [/sg_item][sg_item title="Multimedia"] Genesys Email Genesys Chat [/sg_item][sg_item title="Supported platforms"] Windows 2008 and 2012 Solaris 9, 10, and 11 (v8.0.2) AIX 5.1, 5.2, 5.3, 6.1, and 7.1 Red Hat Enterprise Linux 5, 6, and 7 VMWare Microsoft 2012 Hyper–V (v8.0.2) [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3888"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Fraud Management" sub_title="Cloud-based proactive communications accelerate credit card fraud resolution" image="4015" filecta_label="Download a PDF" filecta="4016" img_alt_text="Genesys Fraud Management"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Quickly identify suspicious card transactions Alert cardholders via their preferred channels Confirm fraud by automated customer interactions Limit agent conversations to confirmed fraud cases Reduce fraud losses Minimise card usage disruption Improve customer loyalty [/sg_item][sg_item title="Key Features"] Triggers fraud notification when suspicious activity detected Integrates with fraud detection systems, including TSYS CardGuard Customise contact strategies based on customer risk, business rules, and channel preferences Escalate alerts across multiple channels, including outbound IVR, dialer, SMS and email Enable self-service and agent-assisted resolution Capture and maintain cardholder communication preferences Update bank if cardholder confirms transaction is valid Transfer fraud victims to fraud specialist agent [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]The Genesys Fraud Management solution is a proactive, interactive, multichannel communications solution. It enables financial institutions to uncover, alert, and resolve suspicious credit and debit card transactions in a highly efficient and effective way. The Genesys cloud-based Fraud Management solution integrates with fraud detection systems to offer real-time, personalised, and interactive dialogs, enabling financial institutions to automate fraud alerts and cardholder confirmations so that they can resolve cases in less time, thereby saving money, and increasing customer satisfaction and loyalty. The value of receiving real-time interactive fraud alerts Time is of the essence when it comes to fraud mitigation. With the Genesys Fraud Management solution, notifications are sent automatically to alert customers regarding potentially fraudulent card transactions, account access, or changes personal account information such as their login, password, email address or Social Security number. Financial institutions that capitalise on proactive alerts will suffer lower fraud costs and their customers will appreciate the touchpoints, which will increase customer satisfaction and the overall customer experience. Institutions that fail to do so, do a disservice not only to customers who see the value of alerts, but also to their own bottom line. Consumers prefer to be contacted via multiple channels when fraudulent activity is suspected Understanding how to best reach your customer is the key to an effective customer experience. Today’s customers are increasingly mobile and difficult to reach through just one communications channel. An overwhelming majority of customers prefer to be notified by multiple and various forms of communication, and most are eager to indicate the type of alerts they receive and their preferred delivery method including a phone call, text message, and email, if fraudulent activity is ever suspected on their debit or credit cards. An effective multichannel alert escalation strategy that honors cardholder communications preferences is crucial in situations where time is of the essence and minutes wasted can cost financial institutions millions of dollars annually. Solution specifications Real-time Fraud Detection Engine provides the connection point(s) to the financial service’s case management system, fraud detection system, and/or system of record. The Fraud module riggers automated messaging to the cardholder when potentially fraudulent events are detected and coordinates the results of the cardholder interaction with real-time updates to the bank’s system of record. Campaign Strategy Manager enables banks to develop and manage notification decision making strategies. Each strategy can be designed based on variables including time of day, fraud type, urgency level, transaction type, consumer communication preference, risk level, open to buy amount, and response outcome. Cross-channel fraud alert escalation enables the coordinated use of multiple communications channels as part of the fraud notification strategy. For example, an initial alert could be sent via text message, and if not responded to within one hour, outreach expanded to an automated voice call. Dialog Engine enables self-service and agent-assisted case resolution. It supports an interactive automated dialog initiated from an inbound or outbound cardholder message. Using its multi-channel rules engine, a bank can determine how to respond to a cardholder using pre-defined messages. Contact and preference management functionality captures and augments cardholder contact information and lets account holders choose the type of alerts they receive and their preferred delivery method (phone call, text message, email). Build, manage, and maintain a database of customers to proactively communicate during the fraud management lifecycle via their preferred communication channels. Reporting and analytics capabilities offer a variety of pre-defined and custom reports to measure and optimise the effectiveness of your communications strategies. Banks can easily tie results back to measurable business value including trends and data that identify how many fraud cases are confirmed without involving an agent, the best time to reach a cardholder, and how many cases are identified as true fraud.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4016"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Cloud Dialer" sub_title="Maximise agent productivity with a cloud-based outbound dialer" image="4020" filecta_label="Download a PDF" filecta="4019" img_alt_text="Genesys Cloud Dialer"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Increase customer contacts Maximise agent productivity Improve contact centre performance Maintain compliance Reduce costs Enhance campaign monitoring Integrates with business systems and CRMs such as SFDC [/sg_item][sg_item title="Key Features"] Predictive, preview and manual dialing Outbound IVR and proactive alert messaging Minimise customer hold time and routing delays Custom agent scripting Real-time agent monitoring Built-in compliance tools Customer opt-in solution Speech and campaign analytics Integrates with business systems and CRMs such as SFDC Timely, relevant, and personalised communications [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]More and more organisations are migrating their contact centres to the cloud. This shift is largely due to the quick deployment, cost-effectiveness, and smaller technology footprint provided by cloud-based business solutions. Genesys helps evolve your contact centre from traditional on-premises dialing architectures to the cloud completely or a in hybrid deployment model to maximise profitability, meet compliance requirements, and easily scale capacity. Our cloud-based dialer enables you to develop sophisticated outbound contact strategies that leverage predictive, preview, and manual dialing as well as outbound IVR and alert messaging. Improve agent efficiency and boost productivity The Genesys Cloud Dialer identifies and converts more contacts in less time. It also enables cross-channel contact strategies throughout a customer’s interaction by combining a voice conversation with an outbound IVR, text message, mobile webpage, or email follow-up. Our Agent Voice Portal interface is designed to improve the user experience by providing contact centre managers and agents with tools that maximise efficiency. Genesys Cloud Dialer features predictive dialing which allows agents to spend time on productive calls with live parties by filtering out unproductive calls including voice mails, busy signals, and disconnected numbers. Our unique predictive pacing algorithms optimise the balance between wait times and call abandonment by accurately predicting when agents will become available, enabling contact centres to maximise agent utilisation while increasing profitability. Improve reliability, scalability and affordability The Genesys Cloud Dialer offers the reliability of an on-premises solution with the scalability and affordability associated with cloud-based business solutions. Your contact centre will realise an immediate return on investment by reducing capital expenditures, increasing time to market, and alleviating peak capacity concerns. Your users benefit from the latest innovation including immediate access to new features and functionality while meeting compliance requirements. Integrated analytics Take your outbound campaigns to the next level with integrated analytics. Detailed reporting and monitoring provides deep insight into a campaign’s effectiveness. Additionally, speech analytics provides a cost-effective and systematic way to evaluate agents, improve compliance, identify trends and ultimately provide a better customer experience. Seamless contact centre integration The Genesys Cloud Dialer replaces or integrates with contact centre infrastructure and allows organisations to take full advantage of a cloud or hybrid solution. API connectivity lets organisations integrate the Genesys Cloud Dialer into business applications to automate contact management and trigger outbound calls. CTI enables on-prem systems to supplement their limited capacity with outbound IVR messages sent from the Genesys Cloud Dialer and utilise the on-premise call pacing, routing, and screen pops. Genesys easily integrates with Salesforce to provide contact centres with the tools needed to seamlessly communicate with their customers. For example, organisations can quickly export campaign calling lists from Salesforce into the Genesys Cloud Dialer enabling them to implement multi-channel outbound campaigns. Additionally after an outreach attempt is completed, results can be written immediately back into the activity log of the appropriate customer record for historical purposes.[/gsc_item][/section_content][section_grid tag_type="h2"][sg_item title="Increase customer contacts"] Cross channels—outbound IVR, text (SMS and MMS), email, mobile webpages Call blending and escalation (inbound & outbound) Dynamic list management Built outbound campaigns from SFDC contacts Effective right party connect scripts Capture and honor opt-in and channel preferences Customer recovery contact strategy Local-to-end-user Caller ID Global support [/sg_item][sg_item title="Maximise agent productivity"] Predictive, preview and manual dialing Outbound IVR and alert messaging Seamless blending of inbound and outbound calls Pacing options including fixed line, predictive and compliance Custom agent scripting Session transfer capabilities Unproductive call filtering Automated payment systems Custom call-based disposition codes Add outreach results to SDFC record Scheduled callback [/sg_item][sg_item title="Improve contact centre performance and reduce costs"] Customisable user interface Multiple pacing algorithms Inbound and skills-based routing (ACD) Robust and flexible report suite Support for at-home agents Real-time campaign and agent monitors Softphone over VPN or MPLS [/sg_item][sg_item title="Enhance campaign monitoring"] Real-time agent monitoring Monitor-Coach-Barge Campaign progress monitors Historical transaction searching Session recording Real-time pacing controls Agent group management Speech, text, and email analytics [/sg_item][sg_item title="Integrate with business systems via API and CTI modules"] Automate campaign management Trigger outbound campaigns Documented API and sample code Intelligent call routing and pacing SOAP/REST interfaces Secure multi-channel support List and event based interactions Desktop integrations to CRM/SFDC Trickle SFDC feed to dial web leads [/sg_item][sg_item title="Mitigate risk and enable compliance"] Prevent contacting ineligible numbers Track consumer mobility and phone portability Compliance rules builder to control contact frequency Manage consumer consent and profile data Certified PCI Level 1 provider Enables compliance with requirements such as TCPA, FDCPA, CFPB, FCRA, CRTC, CASL, OFT, Ofcom, GLBA, HIPAA [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4019"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Remote Alarm Monitoring" sub_title="Quickly identify real-time issues in your on-premises environment to minimise downtime" image="4023" filecta_label="Download a PDF" filecta="4024" img_alt_text="Remote Alarm Monitoring"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Resolve issues more quickly and gain insights into issues before they affect your customer experience Decrease costs and make operations predictable Continually optimise mission-critical environments Enhance platform stability with 24/7 live monitoring and log file retrieval Troubleshoot more efficiently with additional alarm data views through Genesys Care Workbench [/sg_item][sg_item title="Key Features"] Proprietary alarm monitoring software Alarm notification and details through Genesys Care Mobile App Workbench integration providing access to the alarm monitoring console, alarm acknowledgement and synchronisation, and display of additional alarm events Routing of supported critical and major alarms to Customer Care with an alarm support case automatically opened Proactive log file retrieval Reliable log file retention [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Resolve unavoidable issues quickly Even the best-run enterprises can’t anticipate and prevent every issue. Downtime is always costly in lost revenues, wasted agent time, and disappointed customers. Genesys Remote Alarm Monitoring with Workbench helps you quickly identify and troubleshoot incidents in your on-premises environment to resolve them before they become emergencies. Know about issues wherever you are When Genesys on-site alarm monitoring software detects an issue that triggers a supported critical or major alarm, you receive an alarm notification immediately through the Genesys Care Mobile App. You can drill into the alarm details on your mobile device or log in to Genesys Care Workbench to view the alarm data in the alarm monitoring console. As you receive the notification, the alarm is also being routed to Customer Care, where a specialist opens a support case for you. We’ll work with you to validate the alarm status and resolve the issue. Use technical insights to resolve issues faster Through its integration with Genesys Care Workbench, Remote Alarm Monitoring offers: Access to the alarm monitoring console for one view of all alarm details, including alarm arrival times Views of an additional set of alarm events, covering underlying hosts and other conditions, in the alarms row of the event correlation display on the Workbench dashboard If you have both Remote Alarm Monitoring and Genesys Log File Management Tool, when a critical alarm occurs, Customer Care can proactively retrieve log files for you. Availability Genesys Remote Alarm Monitoring is available with Genesys Premium Care or as an option through Genesys Flex Care. Genesys Flex Care provides a range of additional support options so you can truly tailor your support experience based on your current business needs and position in the lifecycle of your Genesys solution.[/gsc_item][/section_content][omnitable theme="orange-alt"][omnitable_row headerrow="header-row"][omnitable_col] Genesys Flex Care [/omnitable_col][omnitable_col] Feature Description [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Custom Application Support[/omnitable_col][omnitable_col]Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Extended Support[/omnitable_col][omnitable_col]Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Special Event Support[/omnitable_col][omnitable_col]Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Support Architect[/omnitable_col][omnitable_col]Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimisation recommendations, and capacity planning[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Technical Account Manager[/omnitable_col][omnitable_col]Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col span="span-2"]For more information about Genesys Care options for on-premise and cloud environments, please visit our Genesys Care website.[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item] Genesys Care Workbench is required for Remote Alarm Monitoring. Genesys Care Workbench is available to customers with qualified Business Care, Business Care Plus, and Premium Care subscriptions. [/sg_item][sg_item] Genesys Log File Management Tool must be installed for proactive log file retrieval. Genesys Care Mobile App must be installed to receive alarm notifications. [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4024"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Workspace Plug-in for Salesforce.com" sub_title="Improve agent productivity and customer experience" image="130281" filecta_label="Download a PDF" filecta="130280" img_alt_text="Workspace Plug-in for Salesforce.com"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Gain seamless interoperability for your agents using Genesys Workspace and Salesforce.com Avoid in-house interface development costs and time delays with quick deployment and an out-of-the-box plug-in [/sg_item][sg_item title="Key Features"] Inbound/outbound voice, digital, intelligent Workload Distribution, SMS and social channels support JavaScript with Apex package in Salesforce.com Open CTI-configured Visual Force page Scripting to create or update existing interactions in Workspace Apex classes incorporating SOQL and SOSL commands for interaction with Salesforce.com Support for Salesforce Business or Person Accounts [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Integration leverages customer experience platform and applications The Genesys® Workspace Plug-in integrates with the Salesforce.com Service Cloud Console, enabling your agents to handle customer calls more quickly. Screen pops of customer records and click-to-dial outbound calling empower agents to smoothly interact with customers. Speed call resolution and deployment The Workspace Plug-in for Salesforce.com provides out-of-the-box, open scripting that works with both Person Accounts and Business Accounts, leveraging your investments in Workspace and Salesforce.com. In addition, you can modify specific queries and field use to meet your needs. When Workspace starts, agents are presented the Salesforce.com browser view, creating automatic communications between the two applications. That makes it easy for them to use the capabilities of both apps. This seamless interoperability increases the call-handling capacity of your current agents. Maintain current customer knowledge for agents The Workspace Plug-in creates records of activity history automatically—as soon as interactions are completed—keeping activity history current. The plug-in writes a task that contains disposition and other interaction-related information, such as attached data to Salesforce.com, and applies it to the popped record. With this capability, your company improves their corporate memory of all customer interactions; agents can use that knowledge to improve the customer experience.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item] Interaction Workspace version 8.1.3 or greater Salesforce.com Service Cloud Console Integration Toolkit Default or dynamic ports for communications; dynamic ports required for shared presentation resources such as Citrix Apex classes with SOQL and SOSL commands to drive Salesforce.com interaction Synchronisation through Salesforce.com tab actions to Workspace [/sg_item][sg_item]Supported desktop OS Microsoft Windows and selected browsers supported by Salesforce.com Prerequisites .NET Framework 3.5 VDI technology such Citrix XenAppTM compatibility [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="130280"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="VidyoEngage for Genesys" sub_title="Improve customer satisfaction, increase revenue and reduce customer churn with high-quality video integrations" image="117865" filecta_label="Download a PDF" filecta="117814" img_alt_text="VidyoEngage for Genesys"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Establish an emotional connection with your customers with face-to-face interactions Include subject matter experts in a multiparty video conference Share a document or application to clear up issues Use pre-built skills-based routing to connect with the best available agent Escalate from a web chat or voice call straight to video with a single button Access click-to-video from a web page or mobile app [/sg_item][sg_item title="Use cases"] Financial services: High-value clients or interactions done directly over video to improve Net Promoter Scores Healthcare: Give remote patients access to specialists or caregivers Field services: “See what I see” using mobile device or smart glasses Insurance: See damage directly over video without sending adjuster [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Business challenge In today’s customer-centric business environment, emotionally connecting with customers gives your business a clear competitive advantage. Not only does a positive customer experience improve satisfaction rates and net promoter scores (NPS), it also fosters repeat customers, increases revenue and sales, and reduces customer churn. This is most evident in the contact centre environment. A contact centre is a critical point of direct contact with the consumer—and a defining moment in customer experience. While the goal of many contact centres is to resolve customer problems, savvy businesses are leveraging challenges and turning them into opportunities by building customer relationships and uncovering customer needs beyond problem resolution. If these customer relationships are not effectively nurtured and developed, businesses lose out on their ability to cross-sell and up-sell value-added products and services—and that affects topline revenues. Businesses recognise the potential financial impact of these opportunities, so they’re evaluating new approaches to personally connect contact centre agents with customers. The omnichannel approach, which leverages the full integration of voice, video, web chat, email and social media within a contact centre, is quickly becoming the gold standard of customer engagement. VidyoEngage for Genesys VidyoEngage for Genesys provides a personal touch to the contact centre that elevates customer/agent interaction. With communications and understanding improved via video, agents can resolve tickets faster, increase NPS and effectively meet other KPIs. The ability to share desktop applications from both sides of the conversation improves up-sell opportunities while delivering an added level of collaboration to high-value customer and agent interactions. VidyoEngage transitions a voice, chat and web page interaction into a true omnichannel experience at no cost to you. This experience is easily accessible from one of the following scenarios: web chat escalation of video, voice escalation to video, and click-to-video chat from web page or mobile applications. VidyoEngage delivers a high-quality end-user experience, regardless of available bandwidth. It provides content-sharing capabilities and the option to begin a video chat directly on a web page without downloads or plugins, including multi-party video conferencing. VidyoEngage for Genesys integrates Genesys contact centres and Vidyo Conferencing to enable high-definition, scalable video that improves agent and customer interactions. The integration is seamless within the Genesys contact centre, making video interactions frictionless within the flow of interactions between a customer and an agent. Results Improving customer satisfaction, fostering customer loyalty and increasing customer advocacy are just some of the benefits of integrating VidyoEngage with a Genesys contact centre. Build stronger customer relationships with the complete omnichannel experience of VidyoEngage for Genesys. Leveraging full voice, web chat, email and social media with added video creates a personal touch that keeps customers engaged. The omnichannel experience helps agents do their jobs better. Faster first call resolution times and access to multi-party video chats with an expert increase call accuracy, create the opportunity to up-sell or cross-sell, and affects your bottom line. Cut problem resolution times in half, improve customer satisfaction and avoid customer churn by adding a face-to-face experience to customer engagement.[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Technical requirements [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Vidyo solution requirements[/omnitable_col][omnitable_col]VidyoCloud or VidyoConferencing 3.3 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operating systems[/omnitable_col][omnitable_col]Agent desktop: Windows 7 64-bit, Windows 8 32-bit/64-bit, Windows 10 32-bit/64-bit Server environment: Windows Server 2008 64-bit (See Genesys Supported Operating Environment Reference Manual for all supported operating systems.)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Genesys platform[/omnitable_col][omnitable_col]CIM version 8, Interaction Server 8.5.100.18 or higher, Orchestration Server 8.1.400.45 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported web browsers[/omnitable_col][omnitable_col]Firefox 46 or higher, Chrome 42 or higher, Internet Explorer 11, Safari 9.0 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Third-party to support click-to-Vidyo[/omnitable_col][omnitable_col]Apache Tomcat 6 Java and JDK 8[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Voice escalation to Vidyo[/omnitable_col][omnitable_col]Genesys SIP Server 8.1.101.10[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Chat escalation to Vidyo[/omnitable_col][omnitable_col]Genesys eServices 8.5, Genesys Web Engagement 8.5, Genesys Chat Server 8.1.000.26 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Click-to-Vidyo[/omnitable_col][omnitable_col]Genesys Orchestration Server 8.1.400.45 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Workspace[/omnitable_col][omnitable_col]NET Framework 4.5 or 4.6 Workspace version 8.5.111.21 or higher[/omnitable_col][/omnitable_row][/omnitable][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="117814"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Knowledge Centre" sub_title="Provide faster, lower effort and more accurate customer service" image="4185" filecta_label="Download a PDF" filecta="4186" img_alt_text="Genesys Knowledge Center"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Reduce customer effort Improve deflection from the contact centre Increase first contact resolution and cross- and up-sell opportunities Improve online channel adoption and online content visibility Improve agent productivity and reduce agent training time Decrease tier-2 escalation Reduce average handling time Leverage a unified agent desktop [/sg_item][sg_item title="Key Features"] Multi-source data gathering Natural Language search Content authoring Lifecycle management Auto-complete Feedback management Advanced reporting Role-based access control Native agent desktop integration REST API for custom integrations [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] The untapped potential of your company knowledge Too many companies watch helplessly as huge investments in customer service go to waste, because they are unable to harness information to effectively solve inquiries. On the self-service front, searches bring back inaccurate results that are not interactive and do not offer any real value. Similarly worded queries frequently yield completely different results, forcing customers to seek assistance. Things often get no better upon escalation, with agents often ill-equipped to provide the right answers via phone or chat. And if your customer touches both channels, the responses they receive may not be consistent. Genesys Knowledge Centre ensures that you can tap all the information residing in your environment to deliver exactly what customers need, when they need it. Great customer experience begins with reliable information You may be surprised at just how far a little knowledge will go to improve ineffective online customer service. Genesys Knowledge Centre helps bring together all the elements of a strong customer service mix by optimising your organisation’s knowledge to make self-service tools more effective, to empower agents and, ultimately, to provide a positive customer experience. Knowledge is at the heart of your omnichannel strategy Genesys Knowledge Centre ensures that information is consistent regardless of channel, and that customers receive the same accurate answers whether they’re provided via self-service search, a phone call with an agent, automated email responses, web forms, live chat, SMS, or social media. And since it is part of the Genesys Customer Experience Platform, it infuses every interaction with your organisation’s customer knowledge to resolve any query or issue. The result will be a superior customer experience—leading to increased sales and more satisfied and loyal customers. Knowledge-assisted channels and proactive knowledge bring you more Genesys Knowledge Centre allows you to deflect contact centre interactions by immediately providing customers with suggested articles based on live chat content, email ticket submission, web form, SMS or social channels, leading to reduced contact centre costs and faster resolutions. Leveraging Genesys proactive engagement capabilities, Genesys Knowledge Centre proactively provides relevant knowledge-based answers on any web page at the point your customers have questions, leading to a lower effort and better experience. With Genesys Knowledge Centre, you can ensure that your customers are consistently getting exactly the information they need—on any channel and any touchpoint, in a traditional or proactive manner. This leads to lower customer effort and better customer experience and loyalty.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Knowledge-assisted channels"]Deflect contact centre requests by providing suggested articles based on live chat content, email ticket submission, web forms, SMS or social media.[/sg_item][sg_item title="Proactive knowledge"]Proactively provide suggested articles to customers when it is appropriate to offer support, based on current web behavior and value.[/sg_item][sg_item title="Web search"]Allow customers to search for knowledge via simple natural language questions, keywords or to simply browse all articles in the knowledge base.[/sg_item][sg_item title="Contact centre escalation"]Allow seamless transition to agent assisted service when self-service answers are not satisfactory.[/sg_item][sg_item title="Content management"]Gather data from various sources. Create knowledge articles through the built-in content management system and manage content approval and lifecycle. Report on performance, usage, knowledge gaps and deflection.[/sg_item][sg_item title="Feedback management"]Track customer and agent feedback to enhance search accuracy and relevancy. Plus, Capture customer feedback about knowledge articles and deliver those results to knowledge administrators to ensure continuous content improvement.[/sg_item][sg_item title="Knowledge-enabled agents"]Allow agents to search and respond using knowledge articles, make history of searches, answers read and ignored available to agents and allow agents to contribute to knowledge.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4186"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Info Mart and Genesys Interactive Insights" sub_title="End-to-end visibility into your contact centre performance" image="4189" filecta_label="Download a PDF" filecta="4190" img_alt_text="Genesys Info Mart and Genesys Interactive Insights"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Unified voice, email, chat and other service-delivery data available via a single interface One centralised repository to manage Detailed understanding of historical performance to help improve business Business users can drill down and analyse data with less dependence on IT and take quicker actions Integration with intelligent Workload Distribution (iWD) and Workforce Management data [/sg_item][sg_item title="Key Features"] Out-of-the-box reportr templates Ability to proactively identify events and manage performance of business metrics with detailed drill down, scenarios and enable root cause analysis Ad-hoc analysis of interaction details Interactive Insights metadata layer (universe) for Info Mart, automatic scheduling of reports, and data security Provides for custom metrics and unlimited user-defined attached data fields ETL, star-schema database, high availability, and summary and aggregated tables Performance tested—to millions of calls per day (Genesys internal testing) [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Web-based ad-hoc reporting and analytics solution Improve contact centre performance and make fact-based decisions with relevant information and business perspective across all channels, when and wherever you need it, to act quickly and confidently. Genesys Interactive Insights provides intuitive, self-service access to business information and enables informed and rapid decisions based on reliable business data. Interactive Insights enables contact centre operations to gain rich business insights with the ability to look at historical trends and perform root cause analysis. It helps provide unified multi-channel communications and visibility into other service-delivery data via a single interface. Interactive Insights provides drill down and root cause analysis capabilities and the business intelligence you need across every customer channel with less dependence on IT. Customised metadata layer (universe) to fit Genesys Info Mart Info Mart is the data repository for Genesys omnichannel interaction data. Interactive Insights analyses all interaction business data and integrates with Info Mart. To save time and resources, and make querying easier, Genesys built a metadata layer (universe) to describe Info Mart. Info Mart organises large volumes of detailed cross-channel data from the Genesys Customer Experience platform. Info Mart includes Extraction, Transformation, and Loading (ETL), star-schema database, high availability, and summary and aggregated tables. It’s performance tested–to millions of calls per day (Genesys internal testing). The interaction history is enriched at a detailed level with routing data. This sophisticated capability helps customers in the short term to avoid building their own ETL, summary, and aggregation layers; gather business requirements to create reports and customise metrics; and troubleshoot for speed, reliability, redundancy, and accuracy. It also helps customers to remain agile as business requirements evolve, requiring updates and upgrades to their in-house solution and look for maintenance support.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Guillermo Rivera" jobtitle="Development and Technology Manager" company="Entel" speakerquote="Info Mart has helped us to increase revenues by 10% by ensuring data integrity—a target often missed as we were unable to identify all customer interactions." companylogo="104736" logo_alt_text="Entel company logo"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Requires Info Mart"] Oracle 11g and 12c Oracle 11g RAC Microsoft SQL Server 2005, 2008 and 2012 [/sg_item][sg_item title="Technical specifications for Info Mart"] Pre-requisite—Java SE Runtime Environment [/sg_item][sg_item title="Requires Business Objects"] SAP Business Objects Enterprise XI 3.1 in Release 8.1.0/8.1.1 SAP Business Objects Business Intelligence Platform 4.1 in Release 8.1.3 and later [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4190"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="IVR Driver" sub_title="Use your existing IVR and add new routing capabilities" image="130052" filecta_label="Download a PDF" filecta="130051" img_alt_text="IVR Driver"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Integrates existing third-party VXML 2.0+ IVR platforms with Genesys quickly and simply Extends the value of your existing IVR while gaining new efficiency [/sg_item][sg_item title="Key Features"] Telephony functions, such as transfer, conference, answer and release Call data manipulation, such as attach, update and delete Treatment handling for agent hold and parking Load distribution to multiple Genesys IVR servers Virtual channel generation for SIP implementations Static and dynamic channel allocation capabilities [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Keep your existing IVR When setting up your contact centre, you can’t always start with a blank slate. If your existing VXML 2.0+ IVR meets your needs, you’ll want to maintain that investment as you upgrade other areas of your contact centre. Enhance your existing IVR with new routing capabilities Genesys® IVR Driver is a service that integrates your existing IVR with the Genesys Customer Experience Platform, enabling you to preserve your existing setup while gaining the benefits of more advanced routing capabilities. Features like complete agent-state tracking and call-handling capabilities—routing, queuing, conferencing and third-party call control—not only improve voice self-service for your customers but also boost efficiency. Gain more operational value with IVR Driver integration IVR Driver is a web portal that enables primary and high-availability production and quality assurance ports, as well as development lab ports. Providing a bridge between your existing IVR and your Genesys platform reduces call handling times by displaying customer information via screen pops. This lets your agents easily address callers’ needs. And, because the service is based on open standards and uses VoiceXML, XML messaging and open-source software, you also can improve your knowledge-based support via online forums and expanded talent pools. IVR Driver connects to the Genesys IVR server, which is typically configured two ways in nonSIP environments: IVR-in-front configuration with no switchspecific T-Server IVR-behind-switch configuration [/gsc_item][/section_content][section_grid tag_type="h2" title="Technical specifications"][sg_item] VoiceXML 2.0+ specification Supports Genesys Media Server platforms 7.5 through 8.5 Requires Apache Tomcat application server 1.7 or 1.8 [/sg_item][sg_item] Compatible release of Genesys T-Server for IVR-behind-switch configurations Support for up to six concurrent IVR connection instances Support for primary/backup and loadbalanced, high-availability models [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="130051"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="SIP Voicemail" image="4133" filecta_label="Download PDF" filecta="4134"]Genesys SIP Voicemail is a 100% software-based solution that enables network-wide voicemail services. It is deployed together with Genesys SIP Server for optimal contact centre and customer service operations.[/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Agent and group voicemail Email notification for new voice messages Configurable greetings—including standard, personal, and absence greetings Multi-language support with 12 languages Message waiting indication (MWI) [/sg_item][sg_item] Highly scalable up to 15,000 mailboxes Supports high availability Secure voicemail service with transport layer security (TLS) and secure real-time transport protocol (SRTP) Web-based user interface [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Ensure continuity of customer service operations SIP Voicemail is a secure, scalable, and flexible voice messaging application specifically designed for contact centres and customer service. It allows companies to retrieve and respond to customer voice messages left in group mailboxes during peak times and after hours. This optimises customer service continuity, since companies will no longer miss customer inquiries, and customers will no longer have to make repeated inbound calls to engage with the company. Improve the customer experience and increase business opportunities SIP Voicemail provides a superb, reliable customer experience for many high-touch customer service operations in industries such as banking and finance, insurance, healthcare, and more. When key customer service representatives, service specialists, and account managers have SIP-based personal voice mailboxes, companies are able to provide differentiated and personalised services to their high-value customers. Easy management via a user-friendly interface SIP Voicemail services are accessible through the telephone user interface (TUI) from a desk phone or agent desktop application. Users can easily manage their personal options with the web-based management interface. Enable a cost-effective, fully integrated IP/SIP customer service operation SIP Voicemail integrates seamlessly with SIP Server and Genesys Administrator to provide scalable, reliable, and secure voicemail services without requiring specialised hardware. With single-server or multi-server deployment options, Genesys SIP Voicemail supports great flexibility, streamlined management, and cost-effective customer service operations.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item title="Pure software solution"] SIP signaling-based Fully integrated with Genesys SIP Server Supports off-the-shelf hardware running Red Hat Enterprise Linux 5 and 6 (64-bit) [/sg_item][sg_item title="Message envelope elements"] Caller ID Time stamp (date and time of message delivery) Duration of the message [/sg_item][sg_item title="Supported voice codecs"] G.711 G.722 G.729 G.726 G.729 AMR GSM AMR-WB [/sg_item][sg_item title="Language support via TUI"] Chinese (Cantonese) Chinese (Mandarin) English (UK) English (US) English (Australian) French German Italian Japanese Portuguese Russian Spanish (Latin America) Spanish (Europe) [/sg_item][sg_item title="Message storage"] Distributed message storage in redundant database with configurable replication strategies [/sg_item][sg_item title="Web interface language support"] English [/sg_item][sg_item title="Depositing voicemail"] Email notification of deposited voicemail messages through Simple Mail Transfer Protocol (SMTP) Direct inbound calls routed to agent mailboxes Inbound calls to main/shared number routed to group mailboxes Optional routing strategies based on time-ofday/day-of-week, current queue times, etc. with Genesys Routing [/sg_item][sg_item title="Retrieving voicemail"] Optional PIN security for mailboxes Operation modes: playback, pause/resume, replay, store, skip, delete Email notification for deposited voicemail messages through SMTP Desk phone voicemail retrieval using TUI with DTMF Remote voicemail retrieval using TUI with DTMF Group mailbox voicemail retrieval (with PIN) [/sg_item][sg_item title="Message waiting indication"] Agent mailbox MWIs displayed on their desk phones and desktops Option to display group mailbox MWIs on agent desktops and phones [/sg_item][sg_item title="Multiple time zones"] Support for all official time zones Time zone configurable per mailbox [/sg_item][sg_item title="Available actions"] Message 10-second skip back/ahead Message pause/resume Message skip/delete/save Envelope/full message header information [/sg_item][sg_item title="Caller options"] Listen to recorded message Erase and re-record message Cancel recording Voicemail opt-out (return to self-service without leaving a message) [/sg_item][sg_item title="Voicemail access"] From local SIP endpoint or remote device (such as mobile, PSTN phone, etc.) Web-based access to voicemail [/sg_item][sg_item title="Greetings"] Standard greeting Personal greeting—recorded per mailbox Absence greeting—recorded per mailbox Greeting toggle option via TUI or web interface Optional system-wide notification/disclaimer [/sg_item][sg_item title="Operating systems"] Red Hat Enterprise Linux Release 5 and 6 (64-bit) Windows 2008 and 2012 (64-bit [/sg_item][sg_item title="High availability"] Supports high availability—active/active redundancy Multi-site/multi-instance support with SIP business continuity [/sg_item][sg_item title="Serviceability"] Administration through Genesys Administrator Dedicated web user interface for easy management [/sg_item][sg_item title="Security"] PIN-restricted message access Encryption of RTP flows (SRTP) and call signaling (TLS) [/sg_item][sg_item title="Scalability"] Scalable with Genesys SIP deployment [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4134"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Customer Opt-In" sub_title="Grow and maintain your opt-in database" image="4210" filecta_label="Download a PDF" filecta="4211" img_alt_text="Genesys Customer Opt-In"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"]For consumers: Control Convenience Communicate via preferred channels Personalised communications For businesses: Increase response rates Increase customer engagement Improve loyalty Use lower-cost outbound channels Enable cross-channel interactions Meet compliance requirements [/sg_item][sg_item title="Features"] Grow opt-ins and minimise opt-outs via custom strategies Send opt-in requests to customers over multiple channels Continually capture and process opt-in and opt-out requests Store and reference opt-in database to enable compliance Provide automated opt-out mechanism Process and remove deactivated phone numbers Scrub against ‘Do Not Call’ lists Analyse and monitor opt-ins, opt-outs, and conversion rates Enable compliance with regulations and customer consent Personalise communications to customers preferred channel [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Compliance driving the need to obtain customer opt-in A growing number of government regulations require organisations to obtain consumer consent before sending certain types of communications. The tightening regulatory environment introduces significant non-compliance risk, including time-consuming and costly litigation, hefty fines, negative publicity, and reduced customer loyalty. Automated technology restrictions Your organisation faces a myriad of restrictions when using automated technology to initiate outbound communications. These include opt-in rules that vary based on the communication channel, nature of the message, and recipient location. For example, in the United States: Landline Phones: Consent is required in order to call customers via outbound IVR with an automated telemarketing or sales call Mobile Devices: Opt-in is required for all automated outreach using outbound IVR, predictive dialer, or text messaging for any purpose, including telemarketing, sales and collections Email: Authorisation is required before sending email whose primary purpose is to advertise or promote a commercial product or service Mobile voice and text messaging are treated equally Requirements such as the Telephone Consumer Protection Act (TCPA) from the Federal Communications Commission (FCC) states that there is no difference between a voice call and a text message to a mobile device, so opt-in requirements and outreach restrictions apply equally to both channels. Best practice includes providing options that allow a customer to opt-in for both mobile voice and text messaging, but give them the choice to select only one or the other for specific types of communications. Maximise the size of your opt-in database Genesys has deep expertise at building and growing customer opt-in databases, working closely with clients to leverage their existing communication touchpoints as well as to create custom campaigns over multiple channels that drive customers to opt-in. Simple turnkey solution The Genesys Customer Opt-in Solution makes ongoing management of your compliant opt-in database significantly less complex than attempting to manage it in-house. In fact, Genesys simplifies the entire process of sending compliant outbound communications. In addition to building your opt-in database, this solution identifies mobile numbers in your contact list, applies different contact strategies based on channel, scrubs outbound campaigns against suppression lists, provides an automated opt-out process, and removes contacts from your opt-in database when appropriate. Maximise opt-ins and minimise opt-outs An effective communications strategy helps ensure that the messages you send are relevant, welcome, delivered to the right contacts using the right channels, and compliant with requirements. Genesys has the expertise to assist with developing and implementing communications programs that maximise your opt-ins and minimise your opt-outs, leading to more profitable, lifelong relationships with your customers. Capturing opt-ins The Genesys Customer Opt-in Solution continually captures opt-in requests, taking advantage of both inbound and outbound channels. Some proven successful tactics to encourage opt-ins include automated voice messaging campaigns to landlines, opt-in menu options in IVR, timely prompting in agent scripts, mention on webpages, and asking for opt-in at the conclusion of customer surveys. Managing opt-outs When a consumer opts-out of future messages you are required to respond quickly by no longer sending communications to the indicated phone numbers and email addresses. Similarly, when service to a landline or mobile phone number is cancelled, opt-ins from these contact points must be invalidated. Genesys continually captures optout requests, processes carrier deactivation lists, and subsequently removes appropriate contacts from the opt-in database. Supports multiple sources Genesys can collect, store and maintain customer opt-in data obtained from Genesys Proactive Customer Communications outbound campaigns, as well as those collected from your own customer database or another vendor’s communications platform. Working with SMS codes Genesys can provision and provide dedicated short codes for global text messaging campaigns. Opt-in best practices include promoting an inbound short code in customer communications. Responses to this short code can be seamlessly added to your opt-in database. Leverages multiple channels The Genesys Proactive Customer Communications solution enables you to use multiple channels for compliant outbound communications, including outbound IVR, predictive dialer, text messaging, email, and mobile webpages.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4211"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Experience Analytics" image="4113" filecta_label="Download PDF" filecta="4114" img_alt_text="CX Analytics"] Actionable insights into your contact centre operations, on-demand and in the cloud [/section_header]Genesys Customer Experience Analytics gives business-centric analysis of contact centre data to provide increased insight into the customer experience. Detailed reporting of application performance includes call data, Voice User Interface elements, agent performance, SLAs and more. Supervisors have everything they need to optimise efficiency and performance, from a mobile-accessible supervisor desktop to realtime metrics, reporting and call monitoring.[section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Complete end-to-end reporting - Trace calls from IVR to call centre and gain insight based on IVR tasks and variables defined in the application. Custom reports and delivery - Start with a report template, customise your reports and save them in the “My Reports” section to access later, or schedule them for automatic export and distribution. Call volume reports allow you to drill into core metrics and turn this data by various time frames. Performance & VUI analysis reports give a deep dive into caller paths, task completion rates, speech errors and more. Multichannel queue statistics and activity reports give insight into call centre calls, SLAs, abandoned calls, missed calls, handle time, etc. Agent performance reports insight into agent statistics—talk time, consult time, hold time, acw time, busy time, ready/not ready time [/sg_item][sg_item title="Benefits"] Complete end-to-end reporting Application performance reports Queue and agent call centre reports Customisable views Funnel analysis Export and share Real-time and historical reporting Anywhere Access [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer Experience Analytics benefits"]Genesys Customer Experience Analytics helps companies assess their contact centre applications and uniquely enables businesses to make iterative changes to continuously improve the customer experience. Increase customer satisfaction Through continuous analysis of your contact centre applications, Customer Experience Analytics can help drive more customer transactions to completion—and faster–thus achieving the customer’s goal resulting in higher customer satisfaction. Detect application performance issues Drill down from high level aggregation to calls and recordings through a funnel view. Find out where callers are dropping off in an IVR system and quickly make positive changes to the call flow. Increase containment Identify what your customers are commonly calling about and address those issues up front through automation, effectively reducing the load on live agents while also increasing customer satisfaction by addressing caller needs quickly. Improve agent productivity Gain insight into contact handle times of abandoned and missed calls. Detect inefficiencies in agent performance that may need additional training. Meet and exceed SLAs View a business dashboard of all core metrics, including queue and agent activity, statistics such as total calls by time of day and average call duration, allowing you to schedule agents accordingly.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item] Voice user interface reports Track hang-ups, visits, time spent on a page, and other indicators of trouble spots in your voice application. Application performance reports Measure and track task completion metrics, automation and containment rates call queue and agent activity, and transferred call statistics. Customisable reports and dashboards Customise report views or create interactive, multi-tabbed dashboards from multiple data sources. Customise reports by sorting columns, removing columns and filtering data, then save the reports in a “My Reports” folder so they can be accessed later or subscribed to various formats—HTML, PDF, CSV, XLS. Funnel analysis View the path callers take through the system and identify entry and exit points, which areas are accessed most frequently, and hang-up points.[/sg_item][sg_item] Export and share Schedule reports to be automatically delivered via email to all major stake holders, or export reports to Excel for further analysis. Historical reporting Pull reports based on hundreds of metrics to review and measure the IVR, agents and routing, for example call parameter to see how your call metrics change over time. Real-time monitoring and reporting Customisable business dashboard for immediate insights on call centre activities allowing for quick changes as needed before trouble areas escalate. Anywhere access Genesys is on-demand and all reports can be accessed online wherever there is an internet connection or from IOS mobile applications downloadable from the Apple App Store.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4114"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Web Engagement" sub_title="Improve Customer Service and Increase Sales Conversion with a Proactive Customer Experience" image="4181" filecta_label="Download PDF" filecta="4182"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Today, billions of global internet users are driving growth in digital customer service, support, and sales interactions. When customers purchase products and services from a business, they very often seek help from that company’s website and expect rapid responses or issue resolution. To stay competitive, businesses need to be more responsive and provide more digital support in web customer service and sales engagement than ever before. Genesys Web Engagement is key to providing business managers with the digital support they require by extending proactive assistance to their customers. By combining contextual and behavioral customer information with a clear, real-time view of the resources available in your contact centre, Genesys Web Engagement ensures that proactive assistance is offered via your website at the right time, on the right channel, and with the right resource. Reduce Customer Effort With Genesys Web Engagement, you can provide your customers with timely assistance, offered only when contact centre resources are available. You can also facilitate the experience by allowing customers to choose their preferred communication channels, such as chat, web callback, WebRTC voice or video, email, SMS, or FAQs. Web Engagement matches customers to the best skilled resource to improve first contact resolution (FCR) and lower average handle time— reducing customer effort and enhancing the overall customer experience. Increase Online Sales Conversions Connecting the customer with the right resource at the right time makes conversations significantly more efficient—and can make the difference in closing a sale. For instance, you could negatively affect customer satisfaction and potentially lose a sale by inviting a customer into a conversation and then making them wait for a resource to become available. Web Engagement proactively offers assistance when the appropriate resource is available within the time required, ensuring a positive experience and reducing potential shopping cart abandonment. Personalise Customer Experience By granting agents greater visibility into recent customer interactions across all channels, such as a view of the web page the customer is currently visiting, recent web navigation, and the contents of the customer shopping cart, agents are able to tailor their responses, resulting in overall superior and personalised experiences. Drive New Revenues Web Engagement allows you to track all customer interactions, including partially completed interactions, and leverage this critical information to trigger follow-up actions. For example, if a customer abandons a shopping cart, Web Engagement can add them to an ongoing outbound email campaign, which will send them scheduled reminders. Likewise, large institutions such as banks can benefit from applying business rules that will route all callers who have partially completed mortgage applications to a specialist who can help complete the forms and submit the application, which drives new revenue.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provide superior customer experience Enhance customer satisfaction Prioritise valuable interactions to your organisation Improve FCR Minimise site abandonment [/sg_item][sg_item] Increase online sales conversions Raise average order value Lower average handle times Maximise productivity of contact centre resources [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Web Monitoring and Reporting"]Follow customers in real time as they navigate your website from a computer, mobile phone, mobile application, or IoT device, and monitor their activity, including mouse and keyboard events. Gain insight into more than simple page visits. Visualise user behavior with advanced reporting dashboards, including geolocation and trend line data.[/sg_item][sg_item title="Continuous Customer Engagement"]Decide when to engage a customer based on full contextual interaction history across all channels. Assist customers already engaged with an agent by concurrently offering personalised ads, articles, and more. Optimise the number of invitations you send with intelligent pacing technology. Use a missed opportunities queue to track web users who qualified for assistance but could not be served.[/sg_item][sg_item title="Business Rules Management"]Apply simple rules to detect customer struggles, such as a failure to log in, submit a form or find information on the website, and provide assistance in a timely manner.[/sg_item][sg_item title="Omnichannel Support"]Proactively engage in any manner needed to deliver business results and enhance customer experience via chat, web callback, WebRTC, email, SMS, and FAQs. Start journeys for web visitors during their first visit, and continue to manage their journeys during ongoing interactions and visits.[/sg_item][sg_item title="No Impact to Website Changes"]We understand that your websites are constantly changing. Genesys Web Engagement is built to handle these changes, without any alterations to web tracking.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Provide your agents with the information they need to personalise each interaction. With a fully integrated, unified desktop, agents are equipped with customer records, complete with omnichannel contact history and a standard response library, leading to higher agent performance and an effortless customer experience.[/sg_item][sg_item title="High Availability"]Web Engagement offers high availability capabilities and horisontal scalability via N+1 architecture with seamless failover in case problems arise, providing secure business continuity for mission-critical operations.[/sg_item][sg_item title="Security"]Web Engagement uses HTTPS and mutual transport layer security to secure and support communication between Web Engagement and other Genesys servers as well as the data exchange between Genesys Web Engagement and customer browsers.[/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key Features"][sg_item title="Monitor"] Out-of-the-box business events for capturing searches and time-out, as well as mouse and keyboard inactivity Out-of-the-box rule templates and business rules interface for defining engagement rules Advanced reporting dashboards for web behavior metrics, including geolocation and trend line data [/sg_item][sg_item title="Qualify"] Actionable behavior patterns for customer interest, campaign success, agent intervention, and offers of support Intelligent pacing of engagement invitations Multiple engagement offers allowed simultaneously [/sg_item][sg_item title="Engage"] Pop-up widgets in customer browsers Live monitoring of customer during engagement Unified customer record including integrated view of web history Missed opportunities interaction queue to track customers who could not be served [/sg_item][sg_item title="Optimise"] Continuous optimisation process Monitor campaign and rule performance to track progress towards goals Realise goals by optimising rules based on actual data and customer behavior [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="4182"] EBook Shining a Light on a Connected Future: Utilities insights and inspiration from Connected Customer 2019 [cutoff co_thick="2px"]The utilities sector is being thrust into a new age of convenience and innovation. A world where outstanding experiences aren’t just a nice-to-have; they’re a strategic imperative. This was the theme of Connected Customer 2019 – an event where business leaders gathered to share the CX trends, insights and innovations that are shaping our industry. This eBook summaries the main takeaways from the event. In it, you’ll learn: How predictive routing is reimagining contact centres Why voice assistants offer huge opportunities for utility companies to differentiate themselves How renewable energy supplier Bulb turned their customers into climate change heroes Download the eBook and start your journey on delivering experiences that both empower customers and earn their loyalty.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kowxQAA"] EBook Travelling Towards a Connected Future: Travel and hospitality insights and inspiration from Connected Customer 2019 [cutoff co_thick="2px"]The travel and hospitality sector is being thrust into a new age of convenience and innovation. A world where outstanding experiences aren’t just a nice-to-have; they’re a strategic imperative. This was the theme of Connected Customer 2019 – an event where business leaders gathered to share the CX trends, insights and innovations that are shaping our industry. This eBook summaries the main takeaways from the event. In it, you’ll learn: How predictive routing is reimagining contact centres Why voice assistants offer huge opportunities for travel and hospitality companies to differentiate themselves How Hilton listened to customers to reimagine hotel experiences and loyalty programmes Download the eBook and start your journey on delivering experiences that both empower customers and earn their loyalty.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kownQAA"] EBook Connecting to Better Customer Experiences: Telecommunications insights and inspiration from Connected Customer 2019 [cutoff co_thick="2px"]The telecoms sector is being thrust into a new age of convenience and innovation. A world where outstanding experiences aren’t just a nice-to-have; they’re a strategic imperative. This was the theme of Connected Customer 2019 – an event where business leaders gathered to share the CX trends, insights and innovations that are shaping our industry. This eBook summaries the main takeaways from the event. In it, you’ll learn: How predictive routing is reimagining contact centres Why voice assistants offer huge opportunities for telecoms companies to differentiate themselves How Three leveraged Industry 4.0 innovations to transform how customers interact with their brand Download the eBook and start your journey on delivering experiences that both empower customers and earn their loyalty.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kowiQAA"] Executive Brief AI-powered automation: Essential tips for using voicebots and chatbots [cutoff co_thick="2px"]As the first step in artificial intelligence (AI) automation, voicebots and chatbots can quickly improve operational efficiency and deliver great customer experience. This brief gives you the basics of using bots, including best practices from real-world implementations and long-term considerations like: Choosing the best use case before you look at KPIs Understanding how a single bot affects overall customer experience Using pre-built apps to accelerate the bot-creation process [mktoform cta_header="Get the brief" form_p_target="custom" ar_status="dynamic" url="https://www.genesys.com/campaign/ai-powered-automation-essential-tips-for-using-voicebots-and-chatbots-thank-you" cid_id="7011T000001kmaBQAQ"] EBOOK Spend Money. Make Money. Four businesses that found customer experience success. Meeting today's increasing customer expectations means having the right technology to support your call centre. When investing in that technology, look beyond the monthly subscription fee to find the real value. See how four call centres upgraded their technology and: Improved customer ratings Increased sales Reduced operational costs Get the ebook [mktoform cta_header="Spend Money. Make Money" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001koSOQAY"] RESEARCH REPORT 2019 Gartner MQ for Contact Center as a Service, North America Gartner names Genesys as a Leader in Contact Center as a Service, North America, yet again According to Gartner, "Contact centre as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centres in North America, replacing traditional on-premises contact centre infrastructure." The 2019 Gartner Magic Quadrant for CCaaS evaluates nine vendors on their ability to execute and completeness of vision — helping you make the right choice. Read the report and we believe you will learn: What's driving the demand for a CCaaS deployment model Key considerations when comparing cloud solution providers How Gartner positions the contact centre vendors in its quadrant — Leaders, Challengers, Visionaries and Niche Players Here's what Gartner Peer Insights reviewers have to say: [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]A CCaaS product that delivers on its promise… — Head of Group Technology in the services industry[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]Ease of implementation allowed us to get up and running quickly while allowing for growth. — VP, Contact Centre in the services industry Get the Research Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001knskQAA"] 1Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and does not represent the views of Gartner or its affiliates. * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner Magic Quadrant for Contact Center as a Service, North America, 15 October 2019, Drew Kraus, Steve Blood, Simon Harrison TIP SHEET Twelve signs you’re ready to upgrade to a cloud contact centre Being competitive means exceeding customer expectations. And your contact centre setup should make it easy to do that. Read this tip sheet to discover if now is the right time to move your contact centre to the cloud and reap the rewards. Moving to a cloud contact centre helps you: Empower your growth Make your operations more efficient Increase interconnectivity Get the tip sheet [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001koQrQAI"] Practical Guide How to turn your contact centre agents into CX heroes [cutoff co_thick="2px"]A growing volume of research shows that consumer are valuing customer experience over price, so it is crucial that your organisation is staffed with customer service heroes that are able and willing to go that extra mile to ensure customer satisfaction. This practical guide explores how you can populate your contact centre with a skilled team of CX heroes, supported by customer-centric tools and strategies, that delivers outstanding experiences to all customers, all of the time.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kmvOQAQ"] EBOOK Customer service best practices Make every customer interaction count Your agents embody your brand with every customer contact. It's up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. You'll learn: Three success strategies that Genesys CX Heroes use Skills every agent should have Key training tips Benchmarking strategies to measure customer service and customer experience Get your ebook today! [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000001GYLAAA4"] Executive Brief: [this_page_title] Unmatched agility, scalability and innovation for Genesys on-premises customers [cutoff co_thick="2px"]Customers want to connect with companies in new ways, via the channel of their choice — including new channels that on-premises systems simply weren’t built to handle. Bringing your current Genesys solution to the cloud offers the business agility to scale up or down easily as business needs change, to meet seasonal demands or as your company grows. And through ongoing software updates, you’ll always be using the most current version — with access to the latest Genesys innovations. The proven and prescriptive Genesys migration methodology makes your move to the cloud simple and straightforward. Your path to the cloud includes these simple steps: See what it looks like to exceed business and customer expectations Take advantage of proven Genesys use cases Migrate with confidence, and let us do all the work Achieve your desired business outcomes [mktoform cta_header="Get the executive brief" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001Gd2iAAC" ar_url="https://www.genesys.com/campaign/move-your-contact-center-to-the-cloud-thank-you"] Checklist: [this_page_title] [cutoff co_thick="2px"]To meet rising customer expectations and manage existing contact centre operations, you need the right solutions, infrastructure and provider in place. On-premises systems aren't always the most efficient way to achieve your goals and outcomes. The best path forward is moving to a cloud solution that ensures you always have the latest technology. Plan your journey with this comprehensive migration checklist that includes insights for: Identifying your business goals and outcomes Evaluating deployment options Understanding your technology needs and priorities [mktoform cta_header="Get the checklist" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GcaAAAS" ar_url="https://www.genesys.com/campaign/essential-checklist-for-moving-to-the-cloud-thank-you"] eBook [this_page_title] [cutoff co_thick="2px"]This eBook contains the 2019 Genesys Africa Contact Centre Blended AI Survey results, based on interviews with CX executives in Kenya, Nigeria and South Africa between May and June 2019. The survey was done by Knowledge Executive and includes: Quantitative insights on the impact of AI on contact centre operations in Africa Business drivers to deploy AI in channels, marketing, sales and services Enabling (and re-skilling) human agents with automation Deploying AI up the value chain Key criteria for AI and technology service providers [mktoform cta_header="Get the eBook" cid_id="7010d000001KgX3"] Practical Guide Maximise your Customer Experience Investment with a Contact Centre as a Service (CCaaS) [cutoff co_thick="2px"]Leading companies are already realising the breakthrough results and new opportunities which can be achieved through CCaaS, and with market growth set to soar, businesses ahead of the curve will have what they need now to innovate and differentiate themselves at every customer touchpoint. If you’re undecided on CCaaS, or at the beginning of your journey this is your ‘go to’ guide for all things CCaaS related. Smart Guide Contents: What is CCaaS? The Rise Of CCaas: Flexible Contact Centres For a Dynamic Audience Embracing Cloud Contact Centres: Market Size and Growth Contact Centre Trends in 2019 CCaaS Fundamentals: What To Expect From CCaaS Building a CCaaS Strategy: Moving Into the Cloud Embracing the Right Contact Centre Tools Collaboration in the Contact Centre: End-to-end Connections AI in the Contact Centre Bringing AI into the Contact Centre Contact Centres 2020: the Future of CX Technology Download the guide and start your journey on delivering experiences that both empower customers, and earn their loyalty[mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GdpQAAS"] Research Report Five key CX technology trends that your midsize centre can capitalise on [cutoff co_thick="2px"]Analysts are reporting that customer experience (CX) standards around the world are stagnating. But midsize players are perfectly placed to capitalise on the malaise surrounding them. So why is it the perfect time for midsize contact centres to invest in CX, and where are the key opportunities to drive improvements in the customer experience? In this report, we look at the five biggest CX technology trends that your midsize centre can capitalise on, and provide takeaways to explain how to respond to these trends.[mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GdhHAAS"] EBook Banking on a Connected Future: FSI insights and inspiration from Connected Customer 2019 [cutoff co_thick="2px"]Financial services companies are being thrust into a brave new world. A world where outstanding experiences aren’t just a nice-to-have; they’re a strategic imperative. This was the theme of Connected Customer 2019 – an event where business leaders gathered to share the CX trends, insights and innovations that are shaping our industry This eBook summaries the main takeaways from the event. In it, you’ll learn: How predictive routing is reimagining contact centres Why voice assistants offer huge opportunities for FSIs to differentiate themselves How a digital disrupter bank leverages technology to transform the banking experience Download the eBook and start your journey on delivering experiences that both empower customers, and earn their loyalty[mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GdfVAAS"] Nemertes Business Value Analysis Genesys Customer Experience Technology [cutoff co_thick="2px"]Choosing to adopt new customer experience technology is a big decision. To ensure a company’s long-term success, however, selecting the right technology vendor is equally important. Nemertes Research conducted this in-depth, global assessment of the business, technical and financial results experienced by ten customers who chose to adopt some form of Genesys customer experience technology. The culmination of over six months of interviews with business and IT leaders, validation of individual results, and assessment of overall trends, this study delivers: Key insights behind which Genesys solution each company chose and why – as well as the results they’ve seen since migrating. What deployment model companies of various sizes are choosing – from 70 agents all the way up to 11,000 -- and how that decision has impacted things like agent productivity, IT resource requirements and overall business agility. Individual business outcomes based on industry type, company size and varying geographic needs. Common trends observed across the various customer sizes, types, deployment models and industries. [mktoform cta_header="Get the value study" cta_button="Download" ar_status="default" cid_id="7010d000001GdGaAAK"] Video Overview Introducing Genesys Cloud [cutoff co_thick="2px"]Moving your contact centre to the Genesys Cloud offers a wide variety of benefits, including economy of scale, continuous deployment and faster innovation. Watch our video to understand: Why cloud is quickly becoming the standard for most industries What differentiates the 3 Genesys Cloud solutions How Genesys integrates with your existing solutions While moving to the cloud can sound challenging, we can help determine if this is the right move for your business.[mktoform cta_header="Watch the Video" cta_button="Watch Now" ar_status="default" cid_id="7010d000001Gcg3AAC"] Frost & Sullivan White Paper Customer Engagement is Ripe for Change Is Your IT Team Ready to Enable Digital Transformation? [cutoff co_thick="2px"]Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact centre platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to: Identify process changes and goals with lines of business Benchmark your current infrastructure and technology gaps Consider cloud omnichannel solutions for easier deployments and simple scalability [mktoform cta_header="Read the White Paper" cta_button="DOWNLOAD THE WHITE PAPER" ar_status="dynamic" cid_id="7010B000001SLIyQAO"] The essential migration checklist for identifying the right customer experience solution Key considerations for navigating a successful migration journey [cutoff co_thick="2px"]Contact centre technology plays a major role in the success of your customer experiences and business operations. Having the optimal solutions, infrastructure and provider in place are fundamental to meeting current and future goals and expectations. If you’re struggling with outdated contact centre systems that limit channels and customer information, the best path forward is to migrate to a solution that lets you overcome those technology limitations. And the first step is to download this comprehensive checklist to evaluate key solutions and vendor considerations. You’ll learn how to: Identify business goals and outcomes that are most important for your organisation Evaluate deployment options based on necessary flexibility and capabilities Understand your technology needs and priorities Assess vendor viability [mktoform cta_header="Get the checklist" ar_status="dynamic" cid_id="7010d000001KgTzAAK"] EBook Your path your way: Three options for transforming your legacy contact centre Minimise risk and disruption with Genesys [cutoff co_thick="2px"]With a proven customer experience platform and provider, you can overcome the limitations of legacy contact centre technology and meet the needs of your customers –today and tomorrow. And, you’ll avoid the risk and uncertainty of maintaining an outdated contact centre, from challenges that affect service quality to time-consuming and costly upgrades. It’s time to move forward. Read this ebook to learn: Steps to mitigate risk by minimising your reliance on aging technology Proven and successful deployment options and migration strategies How to migrate at your own pace Benefits of adding the Genesys customer experience platform and solutions to your existing contact centre environment [mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GYHDAA4"] EBOOK Seven best practices for building customer loyalty Happy customers lead to measurable business benefits Happy customers often become loyal ones. And those loyal customers not only reduce your marketing costs and purchase more products, they also become brand advocates whose influence in digital channels will attract new customers. Take a holistic look at how you engage with prospects and customers to understand the best ways to build long-term customer loyalty. Read this ebook to learn how successful businesses create loyal customers while keeping business goals on track, including: Automating proactive communications for more cross-sell opportunities Customising business rules to simplify compliance and enable fast updates to loyalty programs Using the full customer journey to identify effective ways to communicate Anticipating needs and proactively offering assistance with omnichannel engagement Get the eBook [mktoform cta_header="" cta_button="Get the eBook" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000000maoKAAQ"] [this_page_title] Cloud solutions to power customer service in 2019 [cutoff co_thick="2px"]Customers now interact with businesses on more channels than ever— including email, live chat, social media, SMS, and live messaging services. To understand how mid-sized call centres are dealing with the changes in customer engagement, Frost & Sullivan surveyed 600 business and IT decision makers globally to uncover their aspirations, priorities, and challenges. Get the global research report and regional spotlights on North America, Latin America, and Europe to see the complete results. Key insights include: In North America, 64% expect to apply artificial intelligence (AI) to engagement channels whereas 52% plan to support messaging apps and virtual assistants over the next two years In Latin America, over 50% of call centres are considering the cloud to mitigate business challenges Europe believes improving customer loyalty and lifetime value are the most valued business benefits ahead of customer satisfaction and revenue goals [mktoform cta_header="Download the research report" cta_button="Download my report" ar_status="dynamic" cid_id="7010d000001GY9nAAG"] [this_page_title] Weigh the pros and cons of cloud contact centre providers [cutoff co_thick="2px"]Choosing a new contact centre platform is a big decision that involves more than just a feature-by-feature comparison. Other elements, such as a prescriptive migration programs and post-sale support, are critical to your success — in the near term and down the road. This guide compares four contact centre vendors on: Technical ability to deliver services in a cloud-based environment Viability in the marketplace Ability to deliver a proven, prescriptive migration process [mktoform cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Gbv2AAC"] [this_page_title] Cloud solutions to power customer service [cutoff co_thick="2px"]With evolving consumer demands, organisations, both big or small, are realising the tangible benefits of enhancing customer experience (CX) through seamless customer engagement. Technology is an essential lever in enabling even small businesses to improve customer and employee engagement, altering the basis of competition with larger, more well-established enterprises. Frost & Sullivan, in collaboration with Genesys, conducted a study to understand how mid-sized call centres are dealing with the changes in customer engagement and their impact on business. The survey also focused on uncovering their aspirations, priorities, and challenges. This Spotlight on Europe highlights specific findings from respondents in six markets – United Kingdom (UK), France, Italy, Denmark, Sweden, and the Netherlands. In this regional highlight, you will learn: The value exceptional customer experience brings to mid-sized call centres in Europe How mid-sized call centres in Europe are pursuing customer service excellence Critical areas and technology options for mid-sized call centres to consider to deliver great customer experience [mktoform cta_header="Download the spotlight on Europe" cta_button="Download my spotlight" ar_status="dynamic" cid_id="7010d000001GadbAAC"] Migration Planning Kit Take the first step in a successful contact centre migration Leverage the power and benefits of the cloud – sooner [cutoff co_thick="2px"]Maintaining outdated, inflexible, legacy technologies is an increasingly costly decision with diminishing returns. Migrate to a modern contact centre solution to transform your customer experience now and illuminate a clear path for the future. Start your customer experience transformation today. See how others have done it and gain useful tips and tools to help you throughout your migration and beyond. Get the Genesys migration planning kit and take the first step of your transformation. You’ll receive: Insights from companies sharing their successful migration experience CX Migration Checklist: An Essential Guide for Identifying the Right Customer Experience Solution Resources to understand the prescriptive approach to migration [mktoform cta_header="Get the Genesys migration planning kit" cta_button="Download your kit" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001KfiKAAS" url="https://www.genesys.com/en-gb/campaign/migration-planning-kit" ar_url="https://www.genesys.com/campaign/migration-planning-kit"] Building a competitive advantage through customer experience Five real-world business transformations [cutoff co_thick="2px"]Today’s customers want fast, hassle-free, personalised interactions across channels. Global brands like PayPal, Heineken and Vodafone have embraced technology to deliver truly connected, omnichannel customer experiences. By migrating to a best-in-class customer experience platform, they’ve been able to: Meet critical business timelines with a cloud-based transition Address industry-specific regulatory requirements Reduce maintenance and operational costs Optimise employees Accelerate time-to-value and ROI Improve Net Promoter Score, customer satisfaction, call resolution Learn the four steps to plan and execute a successful, seamless migration and customer experience transformation. [mktoform cta_header="Get the ebook" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] Five Ways True Omnichannel Routing Can Improve Your Customer Experience [cutoff co_thick="2px"]Across every industry, customer experience has become the most powerful competitive differentiator. In fact, 78% of businesses recognise customer experience as their most important strategic performance measure, according to a recent Dimension Data Global Contact Centre Benchmarking Report. With customer expectations reaching new heights, every interaction with your brand should be convenient, seamless, and personalised. Routing is a key engine to ensure that your customers connect with the right expert, every time and on any channel. Read this executive brief to learn five ways true omnichannel routing can help you deliver a better customer service. Learn how to: Connect conversations that provide consistent and context-rich customer experiences across all channels Reduce total cost of ownership (TCO) through automation and efficiency Improve business-IT collaboration Increase business agility [mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EXECUTIVE BRIEF" ar_status="dynamic" cid_id="7010B000001YWHdQAO"] eBook: [this_page_title] [cutoff co_thick="2px"]Today’s consumers have a wealth of choice in the way they interact with businesses. Brick-and-mortar stores are now only one touch point in a wider customer journey that includes apps, online, chat, social media, and more. It’s official: CX has entered the digital-first age. In this new world, customer experience is key to maintaining a competitive advantage. But with so much hype around the subject, it can be difficult to know where to focus your attention. This eBook explores the main principles that underpin CX transformation, and will help you implement your own omnichannel strategy. [mktoform cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001GXuYAAW"] eBook [this_page_title] [cutoff co_thick="2px"]Overcome the challenges of legacy contact centre investments with market-leading customer experience solutions. Proven, market-leading customer experience solutions let you optimise customer engagement across existing channels. And with a partner who’s focused on both innovation and your success, you can future-proof your business as it evolves. Read this executive brief to learn how to incorporate an open, stable and proven customer experience platform—and provider. Discover the advantages of a proven prescriptive migration methodology that will guide your successful customer experience transformation, including: Establishing a solid foundation for customer engagement channels and touchpoints as they emerge Extending omnichannel engagement across departments and processes outside of the contact centre Training your staff on a future-based platform that supports next-generation solutions and drives customer experience success Incorporating the flexibility of a cloud-based solution to gain the business agility to keep up with changing business needs and customer demands. Leveraging proven use cases that streamline migration and accelerate your time-to-value. [mktoform cta_header="Download the eBook" cta_button="Download" ar_status="dynamic" cid_id="7010B000001SJoFQAW"] [this_page_title] A success stories eBook [cutoff co_thick="2px"] Implementing artificial intelligence (AI) is one of the most important things you can do to gain a competitive edge today—and over the long-term. Make a bigger impact with Genesys blended AI. The ability to automate your information, processes, insights and trends—and add the power of your human team—is built into every area of our portfolio. Read this eBook to discover our unique AI capabilities and see how customers are: Reducing cart abandonment by 30% Enriching customer experience Achieving critical KPIs [mktoform cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000iYi4AAE"] Tip Sheet: [this_page_title] [cutoff co_thick="2px"] Your customers want fast access to the channels of their choice and a personalised experience that’s easy to navigate. And your employees want rewarding jobs with fewer mundane tasks. The use of bots, automation and machine learning make all this possible. The key is to focus on the best return on your investment for artificial intelligence (AI). This tip sheet shows how AI enables you to work smarter, including ways to: Connect all customer touchpoints and share context across channels with an omnichannel foundation Give customers a seamless experience by blending self-service with assisted-service Use virtual assistants to predict ways for employees to better serve customers, including product up-sell [mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000iYfFAAU"] Executive Brief: [this_page_title] Work smarter, not harder with artificial intelligence and machine learning [cutoff co_thick="2px"] Successfully managing a contact centre requires a collaborative, multidisciplinary approach to handle a broad range of operational and tactical tasks. Planning, day-to-day operations and quality management must be seamlessly orchestrated, along with human resources functions like recruitment, learning and development, and employee scheduling. Read this executive brief to learn how to transition to an AI strategy that can take your team – and business results – to the next level. See how you can: Create an AI strategy with a single data model that includes routing, interaction analytics, forecasting/scheduling and predictive engagement Harness the power of your data to align customers with the best resource Drive employee effectiveness by ensuring you hire the right people and manage their performance to drive their success over the long term [mktoform cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfDlAAK"] [this_page_title] [cutoff co_thick="2px"]Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there’s no way to fully standardise your business levels, you can manage changes—with proper planning. Most businesses experience this to one degree or another, however some organisations are faced with fewer resources to expand and contract with ease. Seasonal capacity issues can vary throughout the year and aren’t strictly limited to holidays, though that is a common catalyst for capacity concerns. To overcome these problems, first look at your historical data and identify the peaks and valleys that your company experiences. Plan staffing out from there and then focus on the trickier issues that go beyond normal business fluctuations. In this ebook, you'll learn: How to solve staffing issues to handle your baseline volume How to overcome outdated technology that causes bad experiences Understand the best tools to solve seasonal capacity issues [mktoform ar_status="dynamic" cid_id="7010d000001KfQ1AAK"] [this_page_title] [cutoff co_thick="2px"] In the digital marketplace, customers appear when they want to and spend only a couple of minutes on your website. Then they disappear without a trace. With artificial intelligence and machine learning, you can track every customer’s individual journey in real time. This enables you to proactively advise your sales teams on who to engage and when to engage them—and you can do it all with a perfectly matching offer, chat or co-browsing with a live sales rep. That increases your conversion rate dramatically while decreasing your cost of sales. Companies that automate lead management see a 10% or greater increase in revenue in six to nine months, according to Gartner Research. In this ebook, you will learn: How to shift your sales and marketing strategy to accommodate the new digital marketplace How to leverage real-time engagement and automation to increase conversions Best practices from companies who leverage new sales engagement technology to increase revenue and decrease cart abandonment [mktoform ar_status="dynamic" cid_id="7010d000000mfXoAAI"] Architecture spotlight: Three considerations when choosing cloud for your contact centre [cutoff co_thick="2px"]A cloud contact centre can offer many advantages in performance, scalability and security, compared to an on-premise contact centre infrastructure. To maximise these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs. Get informed answers, insights and best practices from Richard Snow, vice-president and research director of customer and contact centre research, Ventana Research and Jack Nichols, director of Genesys Cloud product management, Genesys. Download this white paper from Genesys and Ventana Research for guidance as you replace or improve your existing contact centre architecture. You’ll learn: Pros and cons of private and public cloud contact centre models Best practices for a blended infrastructure Differences between single and multitenant cloud architectures How to determine if a vendor’s cloud solution meets your specific needs [mktoform cta_header="DOWNLOAD NOW!" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001SP2QQAW"] eBook [this_page_title] [cutoff co_thick="2px"]We’re living through a retail revolution. Breakthroughs in technology are making the stuff of science fiction a reality. From Artificial Intelligence to voice search, retailers are building experiences that are frictionless, personalised, and deliver a level of service that had previously been impossible. But it isn’t just the standards in technology that are rising—so are customer expectations. CX is key to loyalty, and as each new innovation surfaces, retailers find themselves in an arms race to adapt in order to delight their customers. To find out what the current key retail trends are, download this eBook, and discover how tomorrow’s technology is transforming today’s retail world.[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000001G8XF"] Business Reporter Brief - The Expert View: Choosing the Best Path for Transforming Your Contact Centre [cutoff co_thick="2px"] Customer communication has changed immeasurably in the era of digital transformation. With more platforms to choose from, and an expectation of instant responses, customers are demanding a level of service that is challenging for many companies. Customers are no longer content just to contact businesses by phone or email. Increasingly they expect a response – and a very quick one – when they contact a business on Twitter or Facebook. Companies have to monitor these channels but be careful about what is discussed on a public platform. Download your copy of this report to gain more insight into how industry leaders are transforming their contact centres. [mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000001KfseAAC"] Industry Report – Contact Babel: The Inner Circle Guide to AI, Chatbots & Machine Learning [cutoff co_thick="2px"] Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. "The Inner Circle Guide to AI, Chatbots & Machine Learning” is one of the Inner Circle series of Contact Babel analyst reports investigating key customer contact solutions. This guide aims to give a detailed and definitive view of the reality of implementing and using these technologies, and a view on what the future holds. Download your copy of this industry report to learn what impact AI, Chatbots & Machine Learning can have on your delivery of exceptional CX! [mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000001KfsZAAS"] EBOOK Genesys prescriptive migration: The art of simplified migration with proven ROI Contact centre technology should empower you to know your customers and intelligently respond to them when and how they prefer. It should enable IT teams to deliver what your business needs with value that exceeds its cost. And it should prepare you for the convergence of artificial intelligence (AI), digital and cloud. If yours doesn’t, it might be time for a change. So don’t let uncertainty detour you from reaching the ideal destination. We’ve got the roadmap that will get you there on budget and at your own pace. Start by envisioning what exceeding your business and customer expectations looks like, and we’ll work with you to: Define your personalised path Migrate with confidence Achieve your desired business outcomes We see every migration as a business partnership, and we’re not successful until you are. Read the ebook to learn how! Download the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000000mg6K"] [this_page_title] [cutoff co_thick="2px"] Your call centre tech stack is a mess, and it's hard to figure out where you even start to unravel it all. This ebook covers the basics of consolidating technology, where to begin and what to consider as you develop your plan to streamline your infrastructure and tech. There are many things to consider including: Infrastructure, both aging and new Existing tech and limitations IT support Users, training and business needs This ebook provides an overview to get your wheels turning in preparation for a move to better technology. Read it now if your future holds new call centre tech. [mktoform ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] [this_page_title] [cutoff co_thick="2px"] Your move to a new call centre shouldn’t be intimidating. This ebook covers the basic steps for a successful migration. Avoid pitfalls, slow deployment, operational downtime and the hassles of migration. With proper planning and the key team members to assist in the transition, it can be easier than you think. Make your call centre technology move confidently. Ensure you have the right stakeholders and subject matter experts on the internal project team Determine if your company’s network are compatible with your move Work together to provide a clear path forward for implementation Set expectations and get ready for go-live [mktoform ar_status="dynamic" cid_id="7010d000000mfYmAAI"] Genesys ebook Millennials in your workforce Four ways to reduce contact centre agent turnover [cutoff co_thick="2px"] Contact centres cite agent turnover as their top challenge. This turnover—paired with high absenteeism and poor job satisfaction—significantly impacts financial performance. Plus, many agents today are millennials who have unique wants and needs as employees. Learn what matters most to millennial agents so you can build a more satisfying workplace that’s also cost-effective. Read this ebook and see how you can: Use simulation to allocate agent hours and reduce the costs of unplanned hours Follow the data to understand why top performers are successful Customise training to place people in new positions and get them up-to-speed quickly [mktoform cta_header="Download the eBook" ar_status="dynamic" cid_id="7010B000001Se1IQAS"] Forrester Report [this_page_title] [cutoff co_thick="2px"] Great customer service is not just about cutting costs or making operations more efficient. Instead, it's a systematic reinvention of established technology, data, and operations—leveraging automation, data, and agents together to exploit each of their unique strengths and deliver experiences in line with customer expectations. With automation and artificial intelligence (AI), customer service operations become more efficient. And that enables your company to deliver differentiated experiences, uncover new revenue streams and reinvent business models. Get this report now to learn: Three megatrends for 2019 that customer service pros must consider to fundamentally transform their operations with AI Major shifts in agent workforce and the evolution of super agents How AI and robotic process automation can improve your bottom line [mktoform cta_header="Get the Forrester Report" ar_status="default" cid_id="7010d000000mfr5AAA"] Interview Smollan, the decisive shift to the Cloud Watch the interview now [cutoff co_thick="2px"]Deon Scheepers, Sr. Manager Strategic Business and Solution Consulting at Genesys Africa sits down with Annie Payadachee, Head of Smollan Customer Interaction Centre, to understand how they won the EMEA Contact Centre of the Year Award and how Genesys Cloud helped them achieve it. Hear why Smollan, a South African retailer with 190 agents, took to the cloud to connect with their customers and has never looked back since implementing Genesys Cloud[mktoform cta_header="Smollan - Interview" ar_status="dynamic" cid_id="7010d000000mfDSAAY"] [this_page_title] [cutoff co_thick="2px"]When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results. Genesys Predictive Engagement uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalise journeys and use feedback to continuously tune your analytics to achieve desired business outcomes. Download the white paper and learn how to make better use of your analytics: Automate responses that optimise the journey Identify and engage with customers before they contact you Use predictive analytics and machine learning to drive outcomes [mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SXT5QAO"] [this_page_title] [cutoff co_thick="2px"]With changes as big as those affecting today’s retail contact centre, it’s no surprise the biggest question from managers across departments is: where do I start? This six-point checklist from Genesys provides some clues.[mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWJdAAM"] White Paper [this_page_title] How Small and Medium Businesses (SMBs) can improve customer engagement with lower risk and greater rewards [cutoff co_thick="2px"]Customer experience is a top priority for organisations, big or small, to stand out in a competitive business environment. Commissioned by Genesys, Frost & Sullivan conducted surveys with over 400 business and IT decision makers in 13 countries across the Asia-Pacific. This Customer Service Trends report reveals critical gaps between customer service strategy and actual competencies that could hinder efforts to create seamless real-time engagements with today’s always-connected customers. The findings highlight demand for holistic customer engagement strategies that take into account technology investment priorities and challenges SMBs face in deploying new capabilities and integrating with legacy on-premises systems. Key findings include: 65% of midmarket enterprises agree that customer service impacts business performance 86% of midmarket businesses have little to no integration between channels to capture and manage customer data 87% of SMBs are considering the cloud 70% expect technologies such as AI, proactive outbound solutions, and messaging apps to be critical investment areas in the next 2 years. Download the report now to gain further insights to help guide your business in better engaging with customers to achieve sustainable growth.[mktoform cta_header="Read the white paper" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000me3g"] Infographic_IT_5 ways technology is shaping the future of the retail contact centre Industry Report – Contact Babel Decision Makers’ Guide 2018-19: The Connected Enterprise Chapter [cutoff co_thick="2px"]Although many contact centres still operate as a single, centralised site, there have been increasing commercial pressures and technical opportunities allowing businesses to look at alternative ways of working, such as using virtual contact centres, encouraging homeworking or bringing in knowledge workers from elsewhere in the enterprise. The drivers for this include: • the presence of multiple contact centres • increasing levels of staff attrition and difficulty in finding the right staff to replace them • the requirement of many contact centres for better-qualified staff • the need to keep the contact centre open for longer • homeworking is more environmentally friendly and supports a flexible lifestyle • the rising concern about coping with call spikes • the desire to increase the size of the contact centre This chapter looks at alternatives to the 9-to-5, full-time, centralised ways of working, and investigates the number and type of contact centres that are using these alternatives. Download your copy of this industry report to learn more about the Connected Enterprise![mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000000mcAi"] Industry Report – Contact Babel Decision Makers’ Guide 2018-19: AI & Machine Learning [cutoff co_thick="2px"]Artificial intelligence (AI) is a wide-ranging term for technology solutions which appears to emulate human cognitive capabilities through the ‘understanding’ of complex, natural language requirements, in order to reach its own conclusions and develop itself based on what works and what doesn’t. Machine learning refers to the ability of software to evolve based on measuring its performance and success, without input from humans. Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. Download your copy of this industry report to learn what impact AI & Machine Learning can have on your delivery of exceptional CX![mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000000mcAd"] [this_page_title] [cutoff co_thick="2px"] Like any other sector, retail is evolving. And to serve the new breed of customer entering the market, the retail contact centre has to adapt. Let’s discuss the reasons customer motivations are driving them away from traditional retailers—and how retailers with an eye on the future can turn it to their advantage. [mktoform ar_status="dynamic" cid_id="7010d000000mWJJAA2"] EXECUTIVE BRIEF Personalised IVR for Improved Customer Experience How to Break Through Roadblocks to Great Self-Service IVR [cutoff co_thick="2px"]For most businesses, a traditional interactive voice response (IVR) is a one-size-fits-all approach that usually falls short of customer expectations. It’s cumbersome to manage, with long and expensive cycles for simple updates. It’s also known for its negative impact on customer satisfaction scores and ultimately, loyalty. How much is it costing your business? With omnichannel self-service, the Genesys Customer Experience Platform can give your customers an experience that’s tailored to their needs at any point in their journey, instantly change call flows and prompts, and use personalised personas to act on the insights into each customer’s journey Download the executive brief and learn how to make self-service IVR the foundation of your omnichannel strategy.[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EXECUTIVE BRIEF!" ar_status="dynamic" cid_id="7010B000001YPflQAG"] [this_page_title] [cutoff co_thick="2px"]Retail contact centre: cost centre or profit centre? Increasingly, retailers are treating their contact centres as sources of growth. Today’s customers—and not just the millennial generation—regard talking to a human as a last resort. They want to self-serve with a mobile app. Reply in natural language to a chatbot. Switch devices multiple times in the same interaction path, and expect you to keep up without forgetting who they are. They’re relaxed about your custodianship of their personal data—as long as you treat it with respect, and use it for the right purpose. Which is to help them get things done easier. In this ebook, you’ll get five key trends of the contact centre as it moves from necessary expense to driver of revenue.[mktoform ar_status="dynamic" cid_id="7010d000000mWJEAA2"] TIP SHEET Best Practices for Contact Centre Routing [cutoff co_thick="2px"]Queue-based routing has many limitations. Lack of a single, universal queue for all channels and media types creates a fragmented customer experience and makes it impossible to manage SLAs and prioritise the most valuable customer interactions across channels. Download this tip sheet to learn how you can: Assign the right work to the right resource at the right time Improve first contact resolution (FCR), reduce average handle time (AHT) and increase Net Promoter Score (NPS) with agent-based routing Orchestrate customer experience with insight into customer activity across all channels with Genesys Routing [mktoform cta_header="Get the Tip Sheet" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SdjYQAS"] Three reasons you need to build an ecosystem for customer service, not a fragile "frankenstack" [cutoff co_thick="2px"]Years ago, retail organisations gathered customer lists. That list became a database, which linked to early call centre software. Then it grew with the sales funnel: suspects, prospects, lapses and repeats got labelled, glued on, stitched together. As customer segments fragmented and media channels broadened, other applications—customer relationship management (CRM) packages, custom customer service agents (CSA) forms, interactive voice response (IVR) management dashboards—got layered on top. Vertical integration of contact centre technologies leads to brittleness. Explore three reasons the contact centre IT professional should think in terms of a customer ecosystem, not application stack.[mktoform ar_status="dynamic" cid_id="7010d000000mWJ9AAM"] Artificial Intelligence with the Human Touch Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction [cutoff co_thick="2px"]Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.[mktoform cta_header="DOWNLOAD NOW!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SKgBQAW"] MIT Technology Review Humans + Bots: Tension and Opportunity How global brands blend human skills and AI to build customer intimacy and drive growth [cutoff co_thick="2px"]Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes. Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include: Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact centre performance In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year Europe leads in using AI to increase brand awareness and build stronger customer experience talent More than one-third of respondents in Asia Pacific can link the increased use of AI to revenue growth of more than 10% [mktoform cta_header="Get the MIT Report" cta_button="CHECK IT OUT" ar_status="dynamic" cid_id="7010d000000maXQAAY"] Ebook Three strategies to improve the end-to-end customer experience [cutoff co_thick="2px"]Forrester Research has found that companies that prioritise their customer experience transformation perform better. Companies included in their report, “Drive Marketing and CX Convergence with Modern Technology,” experienced: 68% increase in revenue 67% improvement in market differentiation 72% acceleration of digital business Delivering customer experiences that produce results like this requires a strategic approach across your company and the ability to turn disparate interactions into a consistent, personalised customer journey. Read this ebook for three strategies that get you started.[mktoform cta_header="Read the ebook" cta_button="Get it now" ar_status="dynamic" cid_id="7010d000000maZR"] Article [this_page_title] [cutoff co_thick="2px"]By 2020, customer experience is expected to become the key brand differentiator ahead of product and price, predicts research firm Frost & Sullivan. With the rise of millennials, who are hyperconnected, tech-savvy, fast-moving, with short attention spans, and known to value experiences, banks and financial services (BFSI) organisations are now emphasising on the need to serve them more efficiently. For organisations engaging with millennials, or Gen-Zers, there is a growing trend to make a push into digital technology such as mobile apps, AI-based virtual assistance, chatbots and self-service branches. Read this article to: Understand the potential of engaging with the new consumer population 5 key strategies on how organisations should be engaging millennials and planning for the new consumer Industry insights into what BFSI organisations are doing now across Asia Pacific [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mZhwAAE"] Article [this_page_title] [cutoff co_thick="2px"]Customer experience continues to be the ‘holy grail’ for many banks and financial services (BFSI) organisations today. While executives are focusing their efforts in delivering a ‘brand promise’, organisations are missing out on the potential key in making sure that customer experience levels stay competitive – employee experience and engagement. Read this whitepaper to help your employee engagement strategy by: Understanding the basics of engaging your employee and making them your best advocates Realising the demands of the digital consumer and how employee engagement will help you meet them Integrating Artificial Intelligence (AI) into your employee engagement and customer service strategy Industry insights on what BFSI organisations are currently doing to support employee engagement [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mZhhAAE"] White Paper [this_page_title] [cutoff co_thick="2px"]Artificial Intelligence (AI) is expected to contribute US$15.7 trillion to the global economy. Improving customer experience through digital efforts has been a key mandate for many organisations in recent years, and this is even more critical in the banking and financial institutions (BFSI) sector. Asia Pacific banks and financial institutions have begun rolling out Artificial Intelligence technology at a fast pace, particularly in customer-facing applications such as chatbots. Read this article to find out more about: Industry insights on the current state of AI in the BFSI sector Key benefits of implementing AI in your organisation Where you can be deploying AI technologies Common pitfalls and challenges faced and how to resolve them [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mbNgAAI"] The Forrester Wave Genesys named a leader in The Forrester Wave™: Cloud Contact Centres, Q3 2018 The Genesys Cloud platform gets highest scores possible in 17 criteria, including product architecture, CRM integration, corporate strategy and third-party ecosystem [cutoff co_thick="2px"]“Shortlist Genesys Cloud for midsize contact centre deployments within and outside of North America that need to tap Genesys' global resources and support.” – Forrester Wave Report.The first-ever Forrester Wave for cloud contact centres evaluates 11 vendors based on 32 criteria relating to current offerings, strategy and market presence. It provides a thorough overview of the marketplace and a strong starting point for businesses planning a move to the cloud. In this report, Genesys is named as a Leader and the Genesys Cloud platform received the highest scores possible in 17 criteria including product architecture, CRM integration, corporate strategy and third-party ecosystem. Get this Forrester Wave to learn: Why customer service leaders should look for vendors that offer artificial intelligence, native workforce optimisation and full omnichannel How 11 vendors are positioned as leaders, strong performers, contenders or challengers Why Genesys is named a leader in the cloud contact centre software market evaluation [mktoform cta_header="Get the Forrester Wave" cta_button="Read Now!" ar_status="dynamic" cid_id="7010d000000mZ3q"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry [cutoff co_thick="2px"]The retail and eCommerce industry are focusing on understanding the shopper’s journey and path to purchase to deliver a seamless customer experience across all channels and touchpoints. Those who succeed in this space, not only achieve business goals and success, but are considered leaders in the field. This study* highlights the importance of customer experience transformation in the retail industry, in order to retain and gain market share across all touchpoints. Read this study to further understand: Aligning brand with customer experience Challenges of today’s industry and how to overcome them Making customer centric technology sourcing decisions *Drive Marketing And CX Convergence With Modern Technology: A Focus On The Retail Industry, a July 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the retail spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWxC"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries [cutoff co_thick="2px"]Only a few healthcare organisations know how to truly leverage technology and patient insights to drive rich experiences that increase engagement and customer loyalty, leaving others to adopt technology as a means to conduct business. In this study*, 104 respondents from the Healthcare and Pharmaceuticals industry in Asia Pacific were surveyed. Results showed how Healthcare organisations that have adopted customer experience management technology, can impact the patient experience at every touchpoint in the organisation. Furthermore, customer experience driven healthcare organisations show complete alignment between experience, brand and marketing. In this study, you will also find: The importance of a clear customer experience strategy Taking customer service to the next level Prioritising customer engagement technology investment *Drive Marketing And CX Convergence With Modern Technology: A Focus On The Healthcare Industry, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the industry spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWxH"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries [cutoff co_thick="2px"]Embracing innovative and disruptive customer experience (CX) strategies can be challenging for global banking, financial services, and insurance (BFSI) firms. In today's world, the relationship between CX and digital transformation, are changing the way business is conducted. BFSI firms need to stay focused on customer centricity to improve and streamline capabilities to remain competitive in a digital world. In this survey*, 130 respondents from the BFSI industry in Asia Pacific, shared their view on customer experience technology, marketing and continued service improvement to meet demanding customer expectations. In this study, learn more about: Customer engagement technology investment as a priority Inhibitors of customer experience success Partner engagement to expand customer engagement capabilities *Drive Marketing And CX Convergence With Modern Technology: A Focus On The BFSI Industries, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the industry spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWxM"] eBook [this_page_title] [cutoff co_thick="2px"]Read these insightful pieces to discover the top 10 trends for the financial services industry and how organisations are starting to transform and future-proof their businesses, including a 7-step plan for better CX. When today’s consumer expects to have a wealth of choice in how they interact with financial services companies, customer experience is the only sustainable competitive advantage. It’s time for the financial services industry to cross the bridge to next-gen customer experience.[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mY6t"] eBook [this_page_title] [cutoff co_thick="2px"]Technology is propelling industries towards a new world of innovation — the utility and energy sectors are no exception. This was the headline theme of Utility Week Live 2018, where inspiring speakers demonstrated how the future of the industry would empower customers. From data-driven technologies that adapt to human behaviour to complaint resolution innovations that put an end to audacious telephone exchanges, customers are being put in control of their utilities—enabling providers to build trust and meaningful relationships with the people they serve. Download this eBook to get the key insights from the event, and learn how breakthrough technology is enabling a more robust, agile, and customer-centric future.[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SVAO"] [this_page_title] [cutoff co_thick="2px"]A recent study from Knowlegde Executive clearly shows that that the deployment of cloud-computing technology in the African contact centre industry is growing with organisations adopting hosted, virtual and Contact-Centre-as-a-Service (CCaaS) solutions. Download at this page the report with all results. Get the full study results to get insights on: The impact on customer and employee engagement The main pain points & challenges The technology service provider check list Find out why over 50% of African contact centres have adopted a cloud model [mktoform cta_header="Cloud Survey in Africa" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mfDhAAI"] IDC white paper Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition Get survey findings from Europe, Middle East and Africa [cutoff co_thick="2px"]To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology [mktoform cta_header="Get the IDC white paper" ar_status="dynamic" cid_id="7010d000001G8tu"] IDC white paper Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition Get IDC survey findings from Asia Pacific [cutoff co_thick="2px"]To remain competitive in an increasingly customer-centric world, mid-sized organisations are undergoing digital transformations of their contact centres. IDC surveyed organizations in 27 countries, including seven Asia Pacific countries, to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category, having contact centres with 300 seats or fewer. Get this paper to access complete survey results for the Asia Pacific region and to gain key insights, including: More than 80% of respondents in the Asia Pacific region already use or are in the process of implementing cloud-based contact centre solutions Only 21% indicated that they currently use a public cloud environment Drivers, benefits and challenges for adopting cloud contact centre technology [mktoform cta_header="Get the IDC white paper" ar_status="dynamic" cid_id="7010d000001G8u4"] Forrester Study: [this_page_title] [cutoff co_thick="2px"]A customer centric-culture is key to the success of any organisation. With customers constantly evolving in an ever-changing world of technological advancements and the proliferation of digital channels, it's more important than ever to focus on what customers value, and how, when and why they interact with them. Eighty-one percent of companies see customer experience as a high or critical priority in their business. More and more organisations are looking at customer experience transformation to enable them to provide seamless digital-physical experiences. This study highlights the key findings of an online survey of 549 senior decision makers across marketing, customer service, and customer experience teams across nine countries/regions in Asia Pacific. Read the commissioned study conducted by Forrester Consulting to learn more about: Customer experience as a strategic priority The convergence between customer experience and marketing Renovation of ecosystems to provide great customer experiences Barriers to customer experience improvements Achieving customer experience goals through the use of technology [mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001G8JsAAK"] [this_page_title] [cutoff co_thick="2px"]Superior customer experience (CX) is fast becoming a core differentiator for businesses across all industries. In the retail banking sector, organisations are challenged to adapt and respond to ever-changing customer expectations. Frost & Sullivan revealed in a previous report that Singapore customers are ranking CX as the single-most important factor in choosing their primary bank. Further to the report, Frost & Sullivan conducted an online survey of 500 customers across six leading banks in Singapore, with a focus on identifying underlying CX trends in the retail banking landscape. The study uncovered: Customers are ready to switch banks over poor customer experience Banks in Singapore have yet to integrate silo-ed multichannels for omnichannel engagement Contact centre and branch banking are still relevant amid growing popularity of online channels Foreign banks are outperforming local banks in customer services in Singapore Customer analytics is key to sustaining competitive advantage Read the whitepaper to find out more about how the local and foreign banks are being ranked in the eyes of their very own customers.[mktoform cta_header="Download the full report now!" ar_status="dynamic" cid_id="7010B000001SSkE"] Frost & Sullivan [this_page_title] [cutoff co_thick="2px"]Superior customer experience is fast becoming a core differentiator for businesses across all industries. In the retail banking sector, organizations must adapt and respond to ever-changing customer expectations. In a recent study, Frost & Sullivan revealed that customer experience is a critical imperative for customers in Hong Kong when choosing their primary bank. Hong Kong Retail banks need to grasp this new reality or risk losing customers. To further our understanding of customers’ interaction preferences with their primary banks, Frost & Sullivan conducted an online survey of 500 customers across six leading banks in Hong Kong, with a focus on identifying underlying customer experience trends in the retail banking landscape. The study uncovered: Hong Kong banks fare poorly in the customer loyalty metric; Customers are willing to switch banks over poor customer services; Traditional channels are still important amid growing popularity of online; Customer expectations and preferences still are not being met; Customer analytics is key to sustaining a competitive advantage. Read the white paper to find out more about how customers rank their local and foreign banks.[mktoform cta_header="Download the full report now" ar_status="dynamic" cid_id="7010B000001SXNR"] 5 MINUTE DEMO VIDEO [this_page_title] Enabling Omnichannel Customer Engagement with the Genesys Customer Experience Platform [cutoff co_thick="2px"]Customer experience is increasingly becoming a competitive differentiator for companies. Success today is about delivering effortless omnichannel customer experiences across multiple channels that result in lasting customer relationships. This 5-minute video demonstrates how the Genesys Omnichannel Engagement Centre solution can help you: Deliver true omnichannel experiences Empower your employees to deliver effortless experiences Manage your business and IT operations more effectively [mktoform cta_header="View the Demo" cta_button="Check it out!" ar_status="dynamic" cid_id="701U0000001YCCA"] eBook [this_page_title] [cutoff co_thick="2px"]According to recent Accenture research, 72% of customers ceased doing business with a company due to a poor experience. Multiple, disparate systems for voice, mobile, web chat, self-service, social media, CRM, etc., each with their own user interface, makes it difficult for contact centre agents to deliver effortless customer service. They have to constantly switch between applications to find account information, access the knowledge base or reach their supervisor, requiring customers to be on hold and increase average handle time. Download this eBook to learn: What is an omnichannel agent desktop and how it can help transform customer experience Five capabilities to look for in an omnichannel desktop Success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and NPS [mktoform ar_status="dynamic" cid_id="701U0000001fRTB"] [this_page_title] [cutoff co_thick="2px"]Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding. Consumers today expect relevant and seamless omnichannel customer service. This report outlines major gaps in contact centre technology and provides insights that will help you align your contact centre operations with customer expectations. Read this Forrester Research Report to learn: The digital imperative for assisted customer service Six steps to achieve an omnichannel contact centre road map The significance of investing in omnichannel solutions for unified queuing, routing and reporting [mktoform ar_status="dynamic" cid_id="701U0000001QdZf"] [this_page_title] [cutoff co_thick="2px"]As an executive responsible for call centre infrastructure, you understand the limitations of your legacy ACD. The challenge is how to calculate the ROI for replacing legacy systems with a SIP-based contact centre infrastructure that can deliver an omnichannel customer experience. Download the tip sheet and learn how to: Compute cost savings from pooling agent resources Calculate hardware and maintenance savings Estimate the benefits of a consistent customer experience [mktoform ar_status="dynamic" cid_id="701U0000000ocQd"] eBook [this_page_title] [cutoff co_thick="2px"]What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organisations are taking advantage of the benefits of cloud for contact centers. This eBook, focuses on two profiles for small contact centers, small business and small of large - a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realise a return on investment in as little as three months! Download this eBook and learn: How to calculate ROI and time-to-value in different types of small contact center profiles What factors to consider when selecting a cloud vendor Three common myths about the cloud [mktoform cta_header="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001SQsw"] EBOOK [this_page_title] [cutoff co_thick="2px"]Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.[mktoform cta_header="GET THE EBOOK" ar_status="dynamic" cid_id="7010B000001SL0u"] [this_page_title] [cutoff co_thick="2px"]Transitioning from legacy call centre infrastructure and point solutions to an integrated, SIP-centric, customer experience platform affects far more than telephony savings. Contact centre modernisation is key to increasing value and productivity, virtualising agent resources, reducing infrastructure costs, and—above all—improving customer experience. A contact centre makeover significantly increases your revenue and reduces your costs; but justifying the investment can be tough. Download this white paper. Learn how to calculate: Savings from increases in First Call Resolution Savings from reduction in Average Handle Times Savings from migrating calls to digital channels Increases in revenue due to intelligent interaction routing Download now! Build a business case tailored to your specific needs![mktoform cta_header="GET THE WHITE PAPER" ar_status="dynamic" cid_id="7010B000001SLux"] [this_page_title] [cutoff co_thick="2px"]As part of our continued drive to stay abreast of the UK Analytics landscape and the factors that drive commercial and customer-facing decisions, Genesys had a presence at the recent Customer Insight & Analytics Exchange in London. This report summarises 10 talking points from the event. Explore Why poor decision-making equals poor customer experience The struggle in eradicating the silo mentality Why GDPR can be an opportunity, rather than a threat [mktoform ar_status="dynamic" cid_id="7010B000001SZrr"] [this_page_title] [cutoff co_thick="2px"]“The European Contact Centre Decision Makers' Guide” is a major new independent analyst report from ContactBabel. This report, the first of its kind, provides the latest analysis and insights into the customer contact industry across mainland Europe including: HR benchmarks: agent attrition, absence and salaries Contact centre performance benchmarks: agent activity, call duration, call abandonment, speed to answer, first-call resolution rates and call transfer rates Omnichannel and cost per contact Use of homeworking Cloud-based contact centre solutions Customer experience and complaint handling Technology use and planning Contact centre growth rates Comparisons with the UK and US contact centre industries are included to provide the best view of how your operation compares to others. Key findings of the comparison: At 13%, Nordics contact centres have the lowest mean agent attrition rate—less than half the rate of Eastern European operations Nordic agents are paid an average of four times the salary of Central and Eastern European agents Western European contact centres report that email accounts for 27% of their inbound interactions—higher than in the UK or US. [mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001ScAI"] EBOOK Optimise Customer Engagement with a Cloud Contact Centre The Cloud Enables Increased Responsiveness [cutoff co_thick="2px"]The cloud gives you the power to provide better customer experiences. Yet, selecting the right solution provider, one that can ensure business continuity, maximise business agility, and provide maximum data security and regulatory compliance, is key to making a successful switch to the cloud. We will help you evaluate the following: How do you maintain business continuity when your enterprise applications are hosted in the cloud? What cost savings are you likely to realise through a cloud-based model? How can you maximise flexibility and agility for your business, as needs change? How do you manage security and compliance? Download the eBook to learn how a cloud contact centre can add capabilities and new efficiencies, increase the calibre of your customer experience, and build loyalty.[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EBOOK TODAY!" ar_status="dynamic" cid_id="7010B000001YKPAQA4"] Executive Brief Ten Reasons To Choose Genesys Cloud [cutoff co_thick="2px"]Whether you want to replace a legacy contact centre solution or you’re transforming your customer experience strategy, Genesys Cloud delivers fast results and helps you deliver next-generation customer experiences. This executive brief discusses how Genesys Cloud can help you: Bridge silos for collaboration via chat, video and calls with an all-in-one solution Add new capabilities instantly as Genesys Cloud is a true, native cloud 2.0 solution built using microservices architecture Get up and running in days, not months using built-in best practices and multiple deployment options [mktoform cta_header="READ NOW!" cta_button="READ NOW!" ar_status="dynamic" cid_id="7010B000001SQsr"] eBook The Guide to Omnichannel Customer Engagement [cutoff co_thick="2px"]As your customers interact with your brand through a variety of channels, they want one thing from you: a consistent, personalised experience. With digital channels available to consumers 24/7, it’s critical for contact centre customer service providers to master omnichcannel service to create a seamless, informed experience no matter how the customer chooses to interact with you. Read this eBook to learn: 3 essential steps to drive omnichannel customer engagement Tools to support convenient and seamless transitions for your customers across all channels The benefits of real-time visibility across all customer interaction types— including digital and voice [mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE eBOOK" ar_status="dynamic" cid_id="7010B000001gKNDQA2"] BUSINESS WHITE PAPER [this_page_title] A Practical Guide to Modernizing Your Contact Centre and Delivering Omnichannel Customer Experiences [cutoff co_thick="2px"]With customer expectations continuing to rise, and customer experience (CX) increasingly becoming a competitive differentiator, it is imperative to modernise your contact centre infrastructure for omnichannel customer engagement right away. With an integrated customer experience platform in place that supports multimodality, orchestrated routeing and journey management, you can deliver omnichannel CX, increase employee engagement, and optimise business processes and performance. This white paper discusses: How to evaluate existing systems and define omnichannel CX requirements How an integrated customer experience platform for all digital channels and voice is the foundation for omnichannel engagement Success stories of industry leaders that have made the move [mktoform cta_header="GET THE WHITE PAPER" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001AO4wQAG"] EBOOK Ten Considerations for Moving Your Contact Centre to the Cloud Migrate Your Contact Centre to the Cloud with Confidence [cutoff co_thick="2px"]The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.[mktoform cta_header="GET THE EBOOK TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YEypQAG"] eBook Contact Centre Economics and the Cloud Move to the Cloud with Confidence [cutoff co_thick="2px"]If you are considering the right deployment model for your contact centre, economic guidelines can help you choose the solution that is best for your company: cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centres and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact centre, including: The size of your contact centre, and business requirements such as customer journey management The location and quantity of contact centres being managed The need for scalability, speed of deployment and maintenance requirements Read the eBook today![mktoform cta_header="GET THE EBOOK TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000001YDY2IAO"] EXECUTIVE BRIEF FOR CIOs AND IT PROFESSIONALS Technology Roadmap for Omnichannel Customer Engagement [cutoff co_thick="2px"]The once easy-to-manage call centre has become an unwieldy patchwork of siloed digital and voice channels comprising of multi-vendor solutions, resulting in technical complexities and fragmented customer experiences. This executive brief provides guidance on: Adopting a system of engagement approach for omnichannel customer service Building a foundation for your self-service and assisted-service channels with a customer experience platform Delivering personalised customer experiences today’s tech-savvy customers expect [mktoform cta_header="Get the Executive Brief" cta_button="Check it out!" ar_status="dynamic" cid_id="701U0000001fPygIAE"] Analyst Report Next Generation CRM: Moving From A System Of Record To A System Of Engagement [cutoff co_thick="2px"]Customers today are more empowered than ever and demand personalised experiences. Customer relationships have become more complex as companies now use multiple systems to capture customer insights across numerous channels. To maximise the value of CRM, businesses must address these complexities and make more efficient use of their resources. Read this Aberdeen report and learn: How to convert your CRM from a system of record to a system of engagement How CRM and contact centre together can move the needle in delivering great customer experiences Real-life examples of what companies achieve with next-generation CRM [mktoform cta_header="GET THE ABERDEEN REPORT" cta_button="READ NOW" ar_status="dynamic" cid_id="7010B000001gMpaQAE"] Contact Centre Employee Engagement Playbook [cutoff co_thick="2px"]Today’s consumer expects a seamless, omnichannel experience. Many contact centres still operate multiple channels in silos. Employees have to switch between different applications to solve a customer service issue which can lead to inefficiencies and sometimes, low morale. Your workforce is potentially your most strategic asset in the contact centre. When employees are engaged and enabled to do their jobs well, they tend to stay longer. Engaged employees have the potential to positively influence every customer conversation. This playbook discusses: 7 ways technology can boost employee engagement How you can empower your employees with the right tools to deliver great customer experiences How to increase employee engagement and enjoy the associated benefits -- from improved staff retention to lowering costs [mktoform cta_header="GET THE PLAYBOOK" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="7010B000001YGwfQAG"] WHITE PAPER Should You Update or Abandon Your Call Centre ACD? Why Companies Choose SIP-Based Contact Centres [cutoff co_thick="2px"]Choosing the right technology for your contact centre infrastructure be daunting. Should you update your legacy call centre ACD and applications? Or is it time to migrate to a SIP-based customer experience platform with powerful omnichannel capabilities? Modernising your call centre infrastructure with a SIP-based contact centre solution can be the foundation for delivering world class customer service. Download this white paper to learn: Limitations of legacy call centre ACDs Benefits of a SIP-based contact centre solution Real-world examples of how SIP boosts efficiency, reduces costs, and enables you to provide optimal customer service [mktoform cta_header="Get the White Paper" cta_button="Download Now" ar_status="dynamic" cid_id="701U00000019wPAIAY"] White Paper Defining and Using Asynchronous Messaging [cutoff co_thick="2px"]In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: 6 benefits to asynchronous messaging in B2C customer experience and operations Incorporating asynchronous messaging into your unique business needs Functional and architectural requirements to effectively leverage asynchronous messaging in your customer experience strategy [mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD WHITE PAPER" ar_status="dynamic" cid_id="7010B000001gLBUQA2"] 7 Steps to Omnichannel Self-Service: Make it Personal [cutoff co_thick="2px"]Automation plays a vital role in enabling omnichannel self-service experiences, but chatbots alone can’t understand everything or perform all tasks that it takes to make a great experience. Combining AI and automation creates a seamless transition between bots and live agents—and a much better experience for your customers. Not sure where to begin? Learn the 7 key steps for controlling costs and meeting customer expectations, including: Double self-service with personalisation and personas Empower business users to make fast changes to your IVR Use self-service channels to offer fast access to new products [mktoform cta_header="Download Now!" ar_status="dynamic" cid_id="7010B000001SGqWQAW"] [this_page_title] [cutoff co_thick="2px"]The Dimension Data 2017 Global Customer Experience Benchmarking Key Findings Report brings you the results from a comprehensive global research, so organisations like yours can provide exceptional customer experiences in 2017 and future. This report summary offers key trends and best practices, and draws attention to most critical and uncomfortable realities in 2017, such as why just 10% companies consider their digital business strategy to be optimised when 81% of them recognise customer experience as a competitive differentiator. Download the results from this research which surveyed over 1350 participants across 80 countries in 14 industry sectors to read more about: How robotics and AI in customer experience is coming of age—it’s the new reality Why digital strategies in customer experience will amplify success for your organisation How optimising agent analytics and e-learning techniques have emerged as 2017’s top priorities [mktoform cta_header="GET THE REPORT TODAY" cta_button="FREE REPORT" ar_status="dynamic" cid_id="7010B000001gIgr"] eBook [this_page_title] [cutoff co_thick="2px"]Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact centre solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important. Download this eBook and learn: How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that that far exceed those of previous generations The benefits of utilising a platform built on microservices architecture How to take your business to the next level with a built to scale cloud contact centre platform [mktoform cta_header="Get the eBook" cta_button="Read Now" ar_status="dynamic" cid_id="7010B000001SFcf"] [this_page_title] Mitigate Avaya risk and future-proof your customer experience [cutoff co_thick="2px"]Your customers expect seamless, personalised interactions across digital and voice channels. Yet, delivering this level of customer experience is a struggle with a legacy Avaya contact centre that was never intended to support this level of engagement. This challenge has been made even more complex with the financial uncertainty of Avaya. Establish a solid foundation to support your success by moving to an omnichannel environment. With an open, stable and proven customer experience platform, you can manage your short-term risks while meeting the needs of your customers today and tomorrow.[mktoform cta_header="Read the Executive Brief" cta_button="Get it Now" ar_status="dynamic" cid_id="7010B000001SZqj"] [this_page_title] [cutoff co_thick="2px"]There has been a lot of hype surrounding the Internet of Things (IoT) over the past 10 years, but as time has passed, and following several technological advances, it is now a reality and having a transformational effect on customer experience. Frost & Sullivan conducted the 2016 IoT-Enabled Customer Experience study. The study aims to understand how Asia-Pacific enterprises view Customer Experience (CX) at their organisations as well as gain insights into the perceptions and impact of IoT on CX. The study also measures the adoption of IoT among Asia-Pacific organisations as a key enabler in enhancing CX. Around 68% of participants surveyed perceived their IoT-enabled-CX initiative as improving their brand equity and having a positive impact on the development of new disruptive business models. Download the white paper to learn: Key business benefits from IoT-enabled CX Five important factors that companies should consider in developing an IoT-based customer experience strategy The current state of IoT adoption across Asia Pacific and the reasons behind it Key drivers and preparations for companies to adopt IoT Find out how this could impact your industry.[mktoform cta_header="GET THE FROST & SULLIVAN REPORT NOW!" ar_status="dynamic" cid_id="7010B000001YPYp"] [this_page_title] [cutoff co_thick="2px"]The agent desktop disaster dilemma is not an unsolvable riddle. Uniting the dozens of applications that your contact centre agents use can consolidate customer information and greatly improve the customer experience. An all-in-one desktop is the foundation to becoming a digitally mature and customer-focused organisation, especially when part of your broader omnichannel engagement strategy. A single desktop solution isn’t only about today – it’s about the future of your business. Read this eBook to learn: How to achieve the “ideal" customer journey through a consolidated view How to select the right tools to empower your employees, while matching your customer preferences and your unique business goals The benefits of an omnichannel strategy as a single, all-in-one desktop [mktoform cta_header="GET YOUR COPY" ar_status="dynamic" cid_id="7010B000001SUUw"] The Shift to Human Experience [this_page_title] [cutoff co_thick="2px"]To determine the state of customer interaction preferences and trends across Australia and New Zealand, analyst firm, Telsyte, conducted an extensive study surveying more than 1000 people from students to retirees. Topics included how different industries performed with customer service, what emerging channels consumers are using and the business imperative of maintaining high satisfaction. The report reveals key insights that highlight the importance of knowing your customer and providing the right customer experience, with one third of people surveyed prepared to walk away from an organisation following poor customer service. Download the report to learn: The value consumers place on the human touch The impact of a poor customer experience Emerging channels and the importance in future planning Interaction patterns, and expectations A deeper insight into both generational and industry preferences [mktoform cta_header="DOWNLOAD THE STUDY" cta_button="GET THE RESULTS" ar_status="dynamic" cid_id="7010B000001gKXN"] Research Report [this_page_title] [cutoff co_thick="2px"] 62% of Australian and New Zealand firms would invest in on-demand customer service in the near term The disintermediation of relationships in how customers and companies interact through the use of mobile technology, real-time data analysis and dynamic pricing is the beginning of a technologically-driven economic shift—an on-demand revolution that some predict will “Uberise” entire economies. A number of industries have already been impacted: Uber and AirBnb which utilise location-based real-time data to intelligently match supply and demand. But to what extent are other industries, such as customer service, prone to a similar disruption? How do major organisations across Australasia see service on-demand evolving and which areas of an organisation’s operations could benefit most from more efficiently matching supply and demand? The research, conducted by the Economist Intelligence Unit, focused on four key areas: Is the ‘Uberisation’ of customer service coming to Australia and New Zealand? Are buyers ready to embrace on-demand service and what benefits do they expect? How well prepared are suppliers of customer service to deliver these new services? What are the next steps for on-demand leaders that are looking to disrupt this market? Download the executive summary to find out how this impacts your industry. For more information call 1300 043 637 or talk to a CX Expert.[mktoform cta_header="GET THE REPORT" cta_button="Read Now!" ar_status="dynamic" cid_id="701U0000001fSOH"] [this_page_title] Minimise Risk and Disruption with Genesys [cutoff co_thick="2px"]Today’s increasingly time-strapped customers want personalised, hassle-free interactions across a growing number of communication channels. This creates a wide range of challenges when you’re struggling with legacy Avaya contact centre investments that were never intended to support omnichannel customer engagement. From daily hindrances that impact service quality to time-consuming and costly upgrades, maintaining an outdated, voice-centric contact centre puts your business at risk. Moving to an open, stable and proven customer experience platform and provider enables you to overcome these challenges while meeting the needs of your customers – today and tomorrow. And, you can choose the pace of migration to minimise disruption and manage costs. Read this white paper to learn: Steps you can take now to mitigate risk by minimising your reliance on ageing Avaya investments Deployment options and migration strategies that have been successfully used by Genesys customers The benefits of adding the market-leading Genesys customer experience platform and solutions to your existing Avaya environment [mktoform ar_status="dynamic" cid_id="7010B000001SdNm"] [mktoform cid_id="7011T000001t7BiQAI"] WHITE PAPER Rethink Queue-Based Routing In a Digital-First World [cutoff co_thick="2px"]Queue-based routing was the model of efficiency when it was first introduced 40+ years ago. With the addition of digital and self-service channels, and with customers using multiple channels (sometimes within a single interaction), contact centres are now constrained by this approach. Contact centre routing is the foundation for delivering personalised, omnichannel customer experiences and engaging employees. It’s time to rethink the status quo for routing work to the best-suited employee. This white paper discusses how you can: Overcome limitations of queue based with orchestrated routing Design personalised, low-effort, end-to-end customer journeys Match your customers with the best available resource at the right time in the right channel [mktoform cta_header="Get the White Paper" cta_button="Check it out!" ar_status="dynamic" cid_id="7010B000001gL52QAE"] eBook 5 Critical Requirements for Customer Experience in an Ultra-Connected Era [cutoff co_thick="2px"]Customers today expect their customer service to be as connected as they are. If you can’t deliver a seamless omnichannel customer experience or easily add digital channels such as mobile, social media and web, you risk being left behind. Some companies try to deliver omnichannel with dated technology, a tangle of point solutions, bolted together with duct tape. But you don’t have to. Read this ebook and see: Why force-fitting more channels into an aging infrastructure is not the right approach How to create a future-ready customer experience How an integrated approach improves your metrics and reduces operating costs [mktoform cta_header="GET THE EBOOK" cta_button="DOWNLOAD" ar_status="dynamic" cid_id="7010B000001SFIz"] ECONOMIST INTELLIGENCE UNIT REPORT The Value of Experience: How the C-suite Values Customer Experience in the Digital Age (Optional) Sub Title [cutoff co_thick="2px"]“There is only one boss – the customer,” Sam Walton, Founder of Walmart, once said. “And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” The Economist Intelligence Unit (EIU) recently conducted a survey of how global companies manage their customer experience (CX) programmes. Hear what 516 C-suite executives from 21 countries had to say on: Prioritising future investment in CX Ownership of CX initiatives Measuring customer experience CX channels most favoured by customers If done well, CX initiatives can reduce costs, increase revenue and profitability, and improve customer satisfaction. Download now and prepare for delivering next generation CX: Global Executive Summary Featuring insights from North America, Latin America, Europe and Asia-Pacific Europe Executive Summary Featuring insights from France, Germany, Italy, Sweden and the United Kingdom [mktoform cta_header="GET THE EXECUTIVE SUMMARIES" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000000oX5f"] Forrester: Manage the Cross-Touchpoint Customer Journey [cutoff co_thick="2px"]Today’s perpetually connected consumer uses an ever-increasing range of touchpoints in order to discover, explore, buy, and engage with brands. Stores, kiosks, websites, call centres, tablets, mobile devices and social media, all play a critical role in the overall customer journey. Customer Experience and eBusiness executives must shift their approach from optimising individual touchpoints to identifying high-value cross-touchpoint tasks -- and then designing touchpoints that support those tasks, rather than acting in isolation. Read this Forrester Research Report to learn: The three rules of implementing cross-touchpoint experiences How to design, implement, and optimise end-to-end customer journeys Strategies leading brands have adopted to enable compelling cross-touchpoint customer journeys [mktoform cta_button="READ NOW!" ar_status="dynamic" cid_id="701U0000000oZTr"] Journey Mapping: An Outside-In Approach to Delivering Great CX [cutoff co_thick="2px"]Customers engage with your company for a variety of reasons such as buying your product, onboarding, or getting support. Each of these is a journey which may involve multiple channels – website, call centre, mobile devices or social media. Customer Journey Management is an omnichannel customer engagement technique that involves taking an outside-in approach from the customer’s perspective to improve customer experience (CX) for your most important customer’s journeys. Download this eBook. Learn how to: Design customer journeys that are effortless, proactive and personalised Improve customer experience with journey maps Visualise and deliver exceptional customer experiences [mktoform ar_status="dynamic" cid_id="701U0000000obhx"] Top 10 Strategies for Modernising Workforce Optimisation [cutoff co_thick="2px"]Evolve from a call centre to a multi-channel contact centre Evolving from a call centre to a multi-channel contact centre can create operational challenges and introduce inefficiencies within quality assurance, planning and training departments. However, when these challenges are addressed properly and with the right technology, you can drastically improve the efficiency and effectiveness of your call centre workforce and deliver on your brand promise. Download this eBook to learn 10 strategies to modernise your Workforce Optimisation processes to help with both business and contact centre operational challenges.[mktoform cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000000oczZ"] Best Practices For A Seamless Omnichannel Customer Experience [cutoff co_thick="2px"]The biggest challenge for contact centres today is to see omnichannel customer interactions the same way customers do – as one conversation. Companies that can deliver a seamless omnichannel customer experience (CX) across multiple channels and touchpoints can develop a significant competitive advantage, reduce customer churn and increase profit. Download this eBook to learn: 6 Best Practices to help you design and deliver omnichannel CX How to do the gap analysis between current and future state journeys Implementing your new customer journey [mktoform cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000000odpS"] FORRESTER TEI STUDY The Total Economic ImpactTM of the Genesys Omnichannel Engagement Centre Solution* A Multi-Company Cost Savings and Business Value Analysis for Enterprises [cutoff co_thick="2px"]The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realise from their investment in the Genesys Omnichannel Engagement Centre Solution. Forrester interviewed enterprise customers across the globe who have worked with Genesys to modernise their contact centres and deliver omnichannel customer experiences across voice and digital channels, touchpoints and journeys. According to the Forrester TEI study, enterprise customers are driving 158% ROI with a 12.8 month payback. Download now! Learn how to evaluate the financial impact of your Omnichannel Engagement Centre Solution investment. Also learn how you can achieve the following benefits: 50% reduction in cost to integrate new contact centre agents 50% reduction in customer abandonment at key points in the customer journey 12.5% improvement in agent handle time *A commissioned study conducted by Forrester Consulting on behalf of Genesys, February 2016 [mktoform cta_header="Get the Study" cta_button="Get it now!" ar_status="dynamic" cid_id="701U0000001A2qf"] Tip Sheet Building the Business Case for an Omnichannel Contact Centre [cutoff co_thick="2px"]While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact centre solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: 50% reduction in processing of duplicate messages across channels Over 20% increase in First Contact Resolution 15% increase in CSAT [mktoform ar_status="dynamic" cid_id="701U0000001fMKY"] Optimise Your Workforce for the Omnichannel Revolution [cutoff co_thick="2px"]Whether your customer contacts you on the phone or through a web chat, they do not want to hear that they have to wait 20 minutes because the only resource who is skilled and scheduled to handle their request is unavailable. Download this eBook to learn: Six omnichannel workforce planning and optimisation strategies How to increase efficiency by integrating workforce management with your contact centre solution How to reduce Average Handle Time (AHT) time with intelligent omnichannel planning and routing strategies [mktoform ar_status="dynamic" cid_id="701U0000001fMKO"] eBook A Banker’s Guide to a Seamless Omnichannel Customer Experience [cutoff co_thick="2px"]In banking, as in every sector, customers expect instant, informed service -- an omnichannel experience with their interaction history understood by whomever they’re interacting with—via the web, within a mobile app, or in a branch. So how do you design an omnichannel customer experience (CX) for a bank that can satisfy your customers and increase their loyalty—one that supports the bank’s brand promise and value? Download this eBook to learn how to: Identify your target customer segments and design memorable experiences for them Conduct a gap analysis between the current customer journey and the ideal state Implement key best practices in designing an effective customer journey [mktoform ar_status="dynamic" cid_id="701U0000001fRTL"] Research Report Loyalty 360–CMO Challenge: Listening to Your Customers [cutoff co_thick="2px"]The concept of “Voice of the Customer” has become so pervasive that you’d be challenged to find an executive today who says their brand doesn’t have a customer data and feedback strategy. Voice of the Customer is no longer considered nice to have but a need to have, yet companies are still challenged to not only hear customers, but to listen to them. Download the Loyalty 360 report to get best practices from CMOs and other top executives, when they answer the question, “What are the biggest benefits you receive and challenges you face when surveying and listening to your customers?” Their insights are fascinating—get your copy today![mktoform ar_status="dynamic" cid_id="701U0000001fRO1"] eBook 7 Steps for Delivering Next-Generation Digital Customer Service [cutoff co_thick="2px"]Modern contact centres support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook and learn how you can: Design a successful digital customer engagement strategy Provide agents with a 360-degree view of the customer across all digital channels and voice Deliver omnichannel experiences that are personalised, context-based, and low-effort [mktoform ar_status="dynamic" cid_id="701U0000001fROL"] The Contact Centre Manager’s Survival Guide to Omnichannel Customer Service [cutoff co_thick="2px"]Is your contact centre prepared to deliver omnichannel customer service? Are you aware of the dangers and pitfalls? Do you have the practical advice and essential know-how to create a 360-degree view of the customer in order to accurately anticipate their needs and create an omnichannel vision? Download this Survival Guide to learn: Six best practices to design and deliver omnichannel customer service The three R’s of operationalising omnichannel customer service – Resources, Routing and Reporting Business results you can achieve by moving to an omnichannel contact centre [mktoform cta_header="Download Now!" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000001fS7a"] ANALYST CASE STUDY Implementing a Contextual IVR System Leads to Tangible Benefits in Cost Savings, Better Customer Experience and Raising Net Promoter Score (NPS) [cutoff co_thick="2px"]eir (Eircom), the largest telecommunications operator in the Republic of Ireland, wanted a more agile IVR system that could be updated swiftly. With multiple legacy systems in place, it would take months to make a change to a simple voice prompt. In terms of customer-facing systems, eir was running two separate platforms for CRM and IVR systems. Over time, their speech-recognition IVR became more complex as more and more rules and processes were layered over the top to accommodate new services. Ultimately, their current IVR was frustrating customers instead of assisting them, bringing down the company’s NPS. Improving NPS became another key driver for their IVR project. Read how eir realised a return on investment (ROI) within months rather than years, improved customer satisfaction, and increased their NPS score within one month of going live with Genesys.[mktoform cta_header="GET THE OVUM REPORT NOW!" cta_button="Download Today" ar_status="dynamic" cid_id="701U0000001fSIE"] Delivering a Great Customer Experience [cutoff co_thick="2px"]With competition in the travel and entertainment sector at an all-time high, customer communication and retention is more important than ever. Companies that can deliver a consistent experience throughout the entire customer journey across multiple channels and touchpoints can capture and retain customers beyond the initial purchase. Download this eBook to learn: Why optimising the customer experience is key to maximising revenue growth and customer satisfaction The five essential requirements that enable a flawless customer experience How meeting the five requirements will assist in delivering consistency on a global scale [mktoform ar_status="dynamic" cid_id="701U0000001YC1v"] EBOOK Get a Better-Fitting Contact Centre Read our guide to improving the retail customer experience [cutoff co_thick="2px"]The move towards 24/7 retailing online has a big impact on the way you service your customers’ needs, with a webchat option, for example, trebling sales conversion in some instances. And this could mean taking a look at your current contact centre strategy. Our handy guide examines the changing role of the contact centre in improving both the quality of your customer experience and your bottom line: How to bring physical and digital environments together Shopping cart abandonment and how to overcome it Five steps towards a better customer experience [mktoform ar_status="dynamic" cid_id="701U0000001YC2o"] EBOOK The Essential Guide to Contact Centre Modernisation Your Guide to Evaluating, Selecting and Modernising Your Contact Centre to Deliver Exceptional Customer Experience [cutoff co_thick="2px"]What is a modern contact centre? Whether you deploy in the cloud or on-premises, a modern contact centre is one that improves the customer experiences (CX) your business delivers. The modernisation process centres on making sure you’re able to support all the ways customers want to communicate with your business. Transformation in the contact centre translates into a competitive advantage. Once you discover how to deliver a consistent, seamless, and personalised experience across all interactions–from self-service to agent-assisted interactions, you’ll quickly understand that Omnichannel experiences can only come from modernising your contact centre. Do you need to: Improve customer satisfaction Lower costs Fuel growth Engage employees Get the eBook and start delivering Omnichannel experiences, personalised interactions, and journey-specific customer exchanges.[mktoform cta_header="Download Now" cta_button="GET THE EBOOK TODAY!" ar_status="dynamic" cid_id="7010B000001AOKZ"] FORRESTER REPORT Plan Now for Customer Service in 2021 [cutoff co_thick="2px"] Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service experiences will seem normal for their customers in five years. By 2021, the internet of things (IoT) will have transformed many companies from being products-based to services-based. Rather than wait for the future to arrive, you need to start planning for tomorrow’s technology today. Read the Forrester Research report now. It discusses: Service experiences your customers will expect in 2021 Five technologies that will reshape customer service by 2021 Three steps to help you get started [mktoform cta_header="Read the Report" cta_button="Get it now!" ar_status="dynamic" cid_id="701U0000001YBhW"] Optimising the Citizen Experience – Survey report from Genesys & GovNews Now [cutoff co_thick="2px"]Optimising the Citizen Experience Survey 2016 identified some thought-provoking and common themes. Download your copy for insight into: Current service offerings and Citizen & Experience strategies Challenges being experienced with citizen service delivery How government is identifying the needs of service users How heightened citizen expectations is driving change The benefits of multichannel/omnichannel choice [mktoform ar_status="dynamic" cid_id="7010B000001YETu"] Optimising the Patient Experience – Survey report from Genesys & GovNews Now [cutoff co_thick="2px"]Optimising the Patient Experience Survey 2016 identified some thought-provoking and common themes. Download your copy for insight into: Challenges around providing a patient-centric care Understanding patient expectations for healthcare service quality How increasing patient demand is driving change How to enhance patient engagement and satisfaction​ The benefits of multichannel/omnichannel choice to improve health outcomes [mktoform ar_status="dynamic" cid_id="7010B000001YETz"] The Omnichannel Customer Engagement Playbook [cutoff co_thick="2px"]The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average contact centre today has nine communication channels. While customers appreciate having multiple channels to choose from, they expect seamless experiences as they navigate between them. This playbook discusses omnichannel customer engagement requirements for mid-size and large contact centre environments, from 250 to 5000+ seats. Download now. You will learn: 8 questions to help you determine whether your contact centre is truly omnichannel How to deliver seamless, personalized CX across digital and voice channels ROI and business benefits of omnichannel customer engagement Insights from success stories of industry leaders such as Ticketmaster, Marks and Spencer and DNB [mktoform cta_header="GET THE PLAYBOOK" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="701U0000001YBtwIAG"] Analyst Whitepaper Ovum—How Mobile Technology Improves Outbound Engagement and CX [cutoff co_thick="2px"] Did you know that 73% of the global population uses smartphones and sends more than 16 billion texts each day? Mobility is now ubiquitous and this explosive shift has more and more consumers discarding their landline phones and becoming “mobile-first” (if not “mobile-only”). Businesses need to take their outbound customer engagement in the same direction or be left out of the conversation. This white paper will identify the key components of a comprehensive outbound engagement strategy and detail the benefits organisations can achieve with outbound communications. Are you ready to learn how? [mktoform cta_header="GET IT TODAY!" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YLHH"] THOUGHT LEADERSHIP PAPER Forrester Paper: The Untapped Benefits Of Proactive Customer Communication An Omnichannel Engagement Focus Is Critical To Success [cutoff co_thick="2px"]On average, organisations are proactively sending nine different types of communications to customers. That includes sales promotions, new customer onboarding, appointment and billing reminders, outage notifications, fraud alerts, account updates, loyalty programs and customer satisfaction surveys. To thrive in today’s market, companies must learn to embrace proactive customer communication within a larger omnichannel engagement strategy in order to succeed. In fact, 65% of organisations today have prioritised proactive customer communication to keep their customers informed about their account, products and services. Additional benefits include: Increased revenue - 37% Reduction in repeat calls - 36% Agent cost savings - 31% Want to learn more? Download this thought leadership paper to up your proactive customer communication strategy today![mktoform cta_header="GET THE FORRESTER PAPER TODAY!" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YLH7"] EBOOK Not all Customer Experience Platforms are Created Equal [cutoff co_thick="2px"]Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences. Read this eBook to learn how to: Modernise your contact centre infrastructure, increase workforce efficiency and deliver personalised customer experiences Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice Evaluate the top five capabilities of a Customer Experience Platform [mktoform ar_status="dynamic" cid_id="7010B000001YPZJ"] THOUGHT LEADERSHIP PAPER Frost & Sullivan Study: Redesigning the Customer Experience around the Internet of Things [cutoff co_thick="2px"] Promoting an IoT-centric Customer Experience and Value Proposition Frost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across Europe to understand how enterprises approached CX and whether they believed the Internet of Things (IoT) had or would have an impact on their business. Interestingly, over 60% of respondents agree that IoT will bring direct value to the customer experience, citing increased revenue and brand equity as the top 2 benefits. Yet, over 50% admit finding it difficult to translate the IoT concept into a clear CX value proposition. This whitepaper summarises the key findings from the study and covers the following points: Rethinking the Customer Experience the IoT Way The Strategic Value of the Omnichannel Customer Experience How to turn the IoT concept into reality Busting the myths of the IoT-centric CX Introducing the IoT-enabled CX Readiness Index Why IoT-enabled CX is real and a priority to empower customer and employees [mktoform cta_header="GET THE WHITE PAPER" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YQLS"] IDC Study Creating Value Through Omni-Channel Customer Engagement [cutoff co_thick="2px"]Technology has massively changed the way customers communicate with organizations over the last 20 years. As a result, contact center solutions are constantly evolving to keep up with rising customer expectations and a growing number of diverse channels. As customers expect personalized and seamless experiences each time they contact a company, the need to use omni-channel communication solutions that provide a single and coordinated view of the customer has become paramount. A recent IDC survey with customer care professionals and decision makers in Turkey found that only 39% of call centers in Turkey are adopting an omnichannel approach. Contact-center decision makers in Turkey predominantly prioritize "increasing customer satisfaction" and "meeting the SLA expectations of the business" and companies that adopted omni-channel engagement strategies have significantly improved customer experience, increased efficiency, and reduced costs. The decision to invest into omni-channel customer engagement is obviously crucial, but the timing of that investment is also very important and may have a bearing on the future success of the given organization. This document provides essential guidance that organizations can use to create value through omni-channel customer engagement. This whitepaper summarises the key findings from the study and covers the following points: Evolution of New Technologies Global Trends in Customer Engagement The Need for a Comprehensive Solution [mktoform cta_header="DOWNLOAD NOW!" cta_button="SUBMIT" ar_status="dynamic" cid_id="7010B000001YW1p"] Forrester Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic [cutoff co_thick="2px"]Your customers have a strong opinion of what makes a company customer-centric. Customer service organisations must build on a foundation of operational efficiencies in order to deliver the great customer experiences that differentiate a brand. Leveraging tools for process automation and analytics, businesses gain customer insights to make smarter decisions for service and increase customer lifetime value. Only this level of customer focus will result in continued growth of brand loyalty and company revenue. Forrester Research has identified 10 customer service trends for 2017 that customer service professionals should consider as they strategise improved quality of service. Get this Forrester Report, authored by Kate Leggett, to learn: Top 10 customer service trends to deliver optimal customer service How to build a differentiated customer experience in line with customers’ expectations How to strengthen relationships in an increasingly digital and self-service world [mktoform cta_header="GET THE FORRESTER REPORT" cta_button="DOWNLOAD NOW" form_p_target="custom" ar_status="dynamic" url="https://www.gartner.com/doc/reprints?id=1-40EYY58&ct=170516&st=sb" cid_id="7010B000001gH6s"] Genesys Cloud Competitive Advantages [cutoff co_thick="2px"]Genesys Cloud is a unified all-in-one customer engagement and employee collaboration solution that is intuitive, easy to use and deploys rapidly. It is designed to help you deliver consistent, seamless, and personalised customer experiences. Genesys Cloud is a powerful, award-winning cloud contact centre platform designed to help businesses: Connect with customers, manage relationships, and see trends using one simple platform Empower employees with valuable real-time information Gain a competitive edge Download this white paper to learn more about the many robust features and capabilities that Genesys Cloud has to offer.[mktoform cta_header="READ THE WHITEPAPER TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001gITE"] Keeping Pace With The Modern Customer [cutoff co_thick="2px"]Your customers’ expectations are higher than ever. The millennial generation demands ease, speed and consistency, no matter how they choose to connect with companies. Instead of facing the problem head-on, companies have tried to adapt their aging software by simply bolting on new channels (and software) as needed. As with any “Frankenstein” approach, the resulting contact centre becomes a slow-moving monster, full of disjointed parts. It’s time to dismantle the monster—tool by tool, process by process—to find out exactly what is holding the contact centre back. Get this eBook now. Learn how you can: Stay ahead of the curve with a cloud based contact centre Deliver seamless experiences across voice, web, email, social, and mobile. Empower agents with the tools they need to fulfill the high expectations of millennial customers [mktoform cta_header="GET THE EBOOK TODAY" cta_button="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001gISk"] FORRESTER REPORT Forrester Report: Increase Customer Service Agility with Cloud Contact Centres [cutoff co_thick="2px"] The need to connect customers on their channel of choice with contact centre agents is rapidly becoming a requirement to compete in the age of the customer. Cloud delivery can provide an agile platform so that you can focus your energy on great customer service, not technology. Contact centre interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service. Get the Forrester report that discusses: Why the case for cloud contact centres is growing How to address resistance to CCIM change What to expect from your cloud contact centre provider [mktoform cta_header="GET THE FORRESTER REPORT" ar_status="dynamic" cid_id="7010B000001gISp"] OVUM REPORT The Total Cost of Ownership of Cloud- and Premise-Based Contact Centre Platforms A look at the five-year cost comparisons for technology infrastructure deployment [cutoff co_thick="2px"]Total cost of ownership (TCO) is a major consideration for organisations evaluating the pros and cons of cloud-based contact centre infrastructure deployment versus an on-premise solution. According to this report, for a 50-seat contact centre the average cloud platform costs approximately $150,000 less in year 1 and up to $300,000 by year 5. This Ovum report also discusses: Which deployment model is right for small, midsize, and large contact centres, based on low, medium or high technology footprint requirements How cloud-based systems are much quicker to deploy and can scale up or down in response to changing business conditions How cloud drives a quicker innovation cycle [mktoform cta_header="Download Now" cta_button="DOWNLOAD THE OVUM REPORT NOW!" ar_status="dynamic" cid_id="7010B000001gIT9"] Engage With Customers in an Ultra-Connected Era [cutoff co_thick="2px"]Your customers are ultra-connected. Make sure you are as well. Finding new customers and maintaining relationships with those you already have takes time and effort. When your customers are ready to engage, are you meeting them where they are? As the world becomes more digital it’s vital for all businesses to be able to communicate with customers whenever and wherever the customer wants - be that via phone call, SMS, online chat, or social media. Get this eBook now to learn: How to engage with your customers in an ultra-connected world How to make your customer engagement operations easy and efficient Why it’s time for an all-in-one cloud contact centre solution [mktoform cta_header="GET THE EBOOK TODAY" cta_button="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001gISz"] Omnichannel Is No Longer Optional Connecting the Contact Centre Customer Experience [cutoff co_thick="2px"]The 2017 Aberdeen Report on Contact Centre and Customer Experience Trends states that companies with an omnichannel program see 25% greater annual revenue growth and 55% greater decrease in customer complaints. Whether through phone, email, social media, or other web interactions, it is vital for successful companies to provide consistent and effective cross-channel customer service. Get this ebook to learn how small and midsize businesses can: Manage customer expectations in an always-on digital world Empower employees to deliver consistent cross-channel customer service Deliver happy customer experiences with an all-in-one cloud contact centre solution [mktoform cta_header="FREE EBOOK" cta_button="LEARN MORE" ar_status="dynamic" cid_id="7010B000001gISu"] 5 Tech Trends Redefining the Customer Experience [cutoff co_thick="2px"]We asked analysts and industry leaders what customer engagement trends they thought were key for 2017 and beyond. From cutting-edge technologies such as IoT and bots to a new spin on old ideas, hot topics boil down to five key trends that will define the customer experience going forward. In this ebook, learn: Five trends will have the biggest impact on customer experience How to use machine learning to detect patterns and trends to deliver the next great customer experiences How to future-proof your contact centre and adapt to changing customer needs [mktoform cta_header="FREE EBOOK" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001gJTx"] FROST & SULLIVAN REPORT Are You Delivering an Exceptional Customer Experience? [cutoff co_thick="2px"]SMBs Should Look to the Cloud for Simplicity and Success Small and mid-size businesses have one clear advantage when competing against larger enterprises: the ability to deliver an exceptional customer experience. Today’s business leaders know that customers can switch loyalties with a single swipe. They also know that buyers want companies to meet them on their turf - be it through social media, mobile devices or other, more traditional, channels. Get this report now to learn how you can: Deliver omnichannel customer experiences with a cloud-based model Empower your team to deliver exceptional customer experiences Benefit from an all-in-one cloud contact centre solution [mktoform cta_header="GET THE FROST & SULLIVAN REPORT" cta_button="READ IT NOW!" ar_status="dynamic" cid_id="7010B000001gMEe"] eBook 10 hot-button CX topics for telcos [cutoff co_thick="2px"]In a saturated and mature marketplace, the need to differentiate and deliver the ultimate customer experience has never been more important. Recent news has highlighted the increase in competition in this market; how bad CX is seeing the highest fines by Ofcom in history; that customers, clearly, expect more from their provider each day and how loyalty is becoming a thing of the past. However, we see something different. The telco industry is on the cusp of a revolution. Download this ebook to discover the top 10 trends facing the telco industry today and how organisations are starting to transform and future-proof their businesses.[mktoform cta_header="FREE EBOOK" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001gMsj"] eBook Utilities Summit Energy Report [cutoff co_thick="2px"]As part of our continued drive to stay abreast of the UK energy landscape and the contextual factors that influence commercial and customer-facing decisions, Genesys had a presence at the recent Utility Week Energy Summit in Westminster. This fantastic report summarises the key trends affecting the utility industry, highlighted by leading political figures and CEOs of top utility orgs, covering everything from: security; economic stability; supplier equality; political decisions and their ramifications; as well as the rise in customer choice, excellence and demand. We live in exciting and changing times. Download the industry report here to find out more.[mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001gO3s"] EBOOK 10 hot-button CX topics for retail [cutoff co_thick="2px"] Customer experience continues to dominate the retail market but you also need to consider what else is top of your agenda. In this ebook we look at breaking down silos, busting myths and unifying objectives to lay the foundation for new tools and sophisticated omnichannel engagement strategies. "Today’s consumer can buy whatever they want, wherever and whenever they want. Customer experience has become the new branding – both before and after purchase. But the more connected people are, the more frustrated they become at retailers that treat them differently depending on which channel they’re using.” Download this ebook to discover the top 10 trends facing the retail industry today and how you can transform and future-proof your business. [mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001gO3n"] eBOOK Busting the Top 10 Myths of Omnichannel Customer Engagement [cutoff co_thick="2px"]Call centres of yesterday have evolved into multichannel contact centres and a few have transformed into omnichannel engagement centres. Understanding the difference between “multichannel” and “omnichannel" is key to designing and delivering omnichannel customer experiences today’s tech-savvy customers expect. Read this eBook. It deep dives into the top 10 myths of omnichannel customer engagement including: A multichannel contact centre is same as an omnichannel contact centre Omnichannel customer engagement is the responsibility of the CRM Implementing omnichannel customer engagement is complex and expensive [mktoform cta_header="GET THE EBOOK" cta_button="DOWNLOAD" ar_status="dynamic" cid_id="7010B000001SFJ4"] MIT Technology Review Getting to Iconic: How world-leading brands balance talent and technology for CX excellence [cutoff co_thick="2px"]Successfully implementing and managing a comprehensive suite of customer experience technologies is essential for global businesses seeking to sustain high levels of customer experience and brand value. However, knowing how to temper the instinct to throw technology solutions at efficiency problems is what distinguishes global customer experience leaders from the rest. New technologies must be balanced with appropriate investment in human resources. This is the central finding of a global survey of over 550 senior executives conducted by MIT Technology Review to examine the pressures that shape their customer experience processes and the tools and strategies they employ to mitigate those challenges and continuously improve customer engagement. Read the report to get a detailed look at: The strategies that differentiates an Iconic firm from other businesses How strategies vary across regions based on maturity and customer expectations Future innovation management and technology adoption What it takes to stay Iconic using talent and technology [mktoform cta_header="GET THE REPORT" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SGm5"] IDC White Paper Customer Experience Transformation Imperative [cutoff co_thick="2px"]CX is a strategic business imperative that requires serious thinking, planning and resourcing if it is to be sustainable and effective. CX requires the acquisition of external software and services (it is not something you can DIY) but also needs wider and deeper design thinking, agility and speed of response, continuous innovation, a clear sense of purpose, cultural change, and employee and stakeholder engagement. This whitepaper summarises the key findings from the study and covers the following points: The current state of play of the CX software and services market The challenges in deploying new generation CX solutions Be prepared to thrive in the new era of digital disruptors and competition [mktoform cta_header="GET THE WHITE PAPER" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SGsw"] GDPR and Its Impact on Service Delivery – Survey Report from Genesys and Gov News Direct [cutoff co_thick="2px"]GDPR and Its Impact on Service Delivery has been timed to ascertain the readiness of the public sector in its preparation for new legislation. The report analyses how organisations can seek a balance between regulation and customer service delivery. Download your copy and discover where the public sector is at – operationally, culturally and on a customer service level.[mktoform cta_header="Download Now!" ar_status="dynamic" cid_id="7010B000001SKpN"] Genesys named a leader in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution, 2017-18 Selecting the right multichannel cloud contact centre has never been more clear [cutoff co_thick="2px"] With all the options in the rapidly changing marketplace for cloud-based contact centres, it’s a challenge to find the right solution for your business. Easily compare the leading contact centre solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: Compare cloud contact centre solutions based on the strength of their technology platforms Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics Understand each vendor’s market impact and why Genesys was chosen as a leader [mktoform cta_header="Get the Ovum Decision Matrix" ar_status="dynamic" cid_id="7010B000001SMhQ"] IDC/OBS/Genesys Panel Discussion The Customer Experience Transformation Imperative [cutoff co_thick="2px"]CX requires the acquisition of external software and services (it is not something you can DIY) but also needs wider and deeper design thinking, agility and speed of response, continuous innovation, a clear sense of purpose, cultural change, and employee and stakeholder engagement. Hear from this panel discussion between IDC, OBS and Genesys about how CX is a strategic business imperative that requires serious thinking, planning and resourcing and covers the following points: The current state of play of the CX software and services market The challenges in deploying new generation CX solutions Be prepared to thrive in the new era of digital disruptors and competition [mktoform cta_header="WATCH THE VIDEO" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SHQb"] 10 Minute Demo Video See How Genesys Cloud Makes Customer Relationships Simple [cutoff co_thick="2px"]Customer relationships are complex. But they don’t have to be. You need a simple, future-proof way to connect your business to your customers and your employees to each other. Right now, you’re probably managing a messy stack of channels and tools — but still not getting the insights you need to have seamless conversations. That’s complicated, expensive and frustrating. Genesys Cloud makes customer relationships simple. It’s the most advanced all-in-one cloud platform that connects phone, email, chat and social media in one clear picture — so you get the results you’re after. One platform to connect employees, customers, and all your channels and mission-critical tools Happier employees who are empowered to deliver great experiences Stronger customer relationships that fuel your company’s growth For a closer look at Genesys Cloud, check out this 10-minute demo.[mktoform cta_header="Watch the Video" cta_button="View Now" ar_status="dynamic" cid_id="7010B000001SOLC"] Industry Report – Contact Babel Decision Makers’ Guide 2017-18: The Artificial Intelligence & Machine Learning Chapter [cutoff co_thick="2px"]Artificial intelligence (AI) is a wide-ranging term for technology solutions which appears to emulate human cognitive capabilities through the ‘understanding’ of complex, natural language requirements, in order to reach its own conclusions and develop itself based on what works and what doesn’t. Machine learning refers to the ability of software to evolve based on measuring its performance and success, without input from humans. Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. Download your copy of this industry report to learn what impact AI & Machine Learning can have on your delivery of exceptional CX![mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SP9M"] Tip Sheet Top tips for compliant customer conversations [cutoff co_thick="2px"]Compliance in customer service is increasingly in the spotlight. Customers have the right to be treated fairly and organisations that can’t – or don’t - do this run the risk of hefty fines and reputational damage for being in the news for all the wrong reasons. But ensuring customer contact is compliant isn’t straightforward, and, far too often, good intentions to be compliant end up negatively impacting the quality of the conversation. Which, in turn, impacts customer perceptions, spend, loyalty, and likelihood to recommend. Based on our work with companies around the world, we’ve compiled a list of ‘top tips’ to help your organisation have compliant – and truly magnificent – conversations with customers.[mktoform ar_status="dynamic" cid_id="7010B000001SOGq"] White Paper Employee Engagement - Not Just A Nice To Have [cutoff co_thick="2px"] Today, it is rare to read HR or management press without some mention of employee engagement and why it is important. At this time of increasingly commoditised products and services, it’s widely recognised that engaged employees can have a significant impact on how customers view organisations and their products and services. Yet although 90% of businesses think employee engagement is critical, only 25% think their employees are in fact engaged. Furthermore only 32.5% of all employees currently rate themselves as being engaged, meaning that, despite billions of dollars being spent annually in an attempt to increase engagement, a large majority of employees still don’t really care about the company (and probably not so much about its customers). This whitepaper explores: What Employee Engagement is all about The current state and future world for Employee Engagement Top tips to help you improve Employee Engagement in your organisation [mktoform cta_header="READ THE WHITE PAPER TODAY" cta_button="DOWNLOAD YOUR COPY" ar_status="dynamic" cid_id="7010B000001SJNx"] IDC Study Transformation of Customer Experience with Cloud-Based Customer Engagement Applications Sponsored by Genesys and IST Networks [cutoff co_thick="2px"]In this digital, customer-centric world, it’s important to track and respond to customers’ queries and grievances across diverse channels in a real-time environment. With widespread adoption of technologies such as cloud, there is a paradigm shift in the way customers interact with the businesses. A recent IDC survey of customer care professionals and decision makers in the Middle East (Saudi Arabia, UAE and Egypt) found that 32% are already using cloud-based customer engagement solutions and another 40% are planning to do so within the next couple of years. It also revealed that organizations that have deployed cloud engagement solutions in their contact centres have significantly improved customer experience, reliability and disaster recovery. Read this white paper to see the impact that the cloud is already making and the trends for its continued growth. Key points include: Customer experience in the digital era The benefits of cloud-based customer engagement solutions Global trends in cloud contact centre and customer experience [mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD STUDY" ar_status="dynamic" cid_id="7010B000001SQ5Q"] Forrester TEI Spotlight Cost Savings and Benefits Of A Cloud-Based Omnichannel Contact Centre Solution for Greenfield Deployments And Small Businesses [cutoff co_thick="2px"]The beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you’re a small company looking to improve your communications or a new company ready to implement a platform to grow with the business, cloud-based solutions keep you covered. In this summary report from the commissioned Forrester Total Economic Impact (TEI) study of Genesys Cloud, you get insight into the benefits of choosing a cloud-based contact centre platform including: Avoiding costs associated with outdated solutions or lack of scalability Improved agent productivity Higher employee retention and lower turnover costs Reduced platform downtime Increased income See how the right start puts you on the road to success—download this Forrester spotlight to see what you can gain from the Genesys Cloud platform.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPMB"] Forrester TEI Spotlight Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Centre Solution for Organisations Moving from Less Advanced Cloud Platforms [cutoff co_thick="2px"]You don’t have to struggle with a limited-capability cloud platform. Modern cloud-based contact centre platforms are nimble and adjustable, so you can leave the struggle behind and upgrade to a platform that’s made to grow and change with your business. In this commissioned Forrester Total Economic Impact (TEI) Study summary, you learn how modern platform can improve your business through: Lowered costs of operation Improved employee productivity and retention Decreased platform downtime Increased income Don’t stay stuck in the past—learn how updating your limited-capability cloud platform can take your business to the next level. Download the spotlight.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPMV"] Forrester Study The Total Economic Impact™ Of Genesys Cloud [cutoff co_thick="2px"]Historically, upgrading your contact centre solution was a costly endeavour. The Genesys® Cloud™ solution breaks the mould with a three-year 571% ROI and payback in less than three months. In this commissioned total economic impact study (TEI), Forrester Consulting examines the Genesys Cloud platform—costs to deploy, benefits, risks associated and return on investment. Forrester interviewed customers across North America, Europe and Asia Pacific with years of experience using the Genesys Cloud platform—to give you a comprehensive framework for evaluating this cloud-based omnichannel contact centre solution. Quantified financial benefits for users Costs associated with the system The total economic impact of the Genesys Cloud platform [mktoform cta_header="Download the Forrester Study" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPLw"] Forrester TEI Spotlight Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Centre Solution for Organisations Moving from On-Premise Solutions [cutoff co_thick="2px"]It’s hard to keep your business afloat with an outdated on-premise contact centre platform. Moving to a cloud-based, omnichannel contact centre solution is a cost-effective way to successfully navigate business growth, technology advances and changes in customer preferences. In this commissioned Forrester Total Economic Impact (TEI) Study summary, see how moving from an outdated, on-premise contact centre to a cloud-based solution: Saves companies money Improves employee productivity and retention Reduces platform downtime Increases income Don’t let your out-of-date contact centre software sink your business. Download this Forrester spotlight to see what you can gain from the Genesys Cloud platform.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPML"]
h1|Keep up to date with the latest advances in contact centre and customer experience
h2|Featured resources
h3|Get real-world CX survival secrets
h4|Our technology Our approach Capabilities Products The Genesys edge Who we are We Can Help Explore BFSI in the age of the connected customer – an industry snapshot Genesys scored in 2020 CCaaS Critical Capabilities Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide UK Contact Centre Verticals: Insurance Your people. Our technology. Amazing results. Connect without compromise Making Data AI-Ready The Inner Circle Guide to AI, Chatbots and Machine Learning (2nd edition) Enhancing the Student Experience in the New Normal The Future of Customer Experience in Retail Market Trends: Contact Centre Innovations Promise Better Customer Experience Evolving into a multicloud architecture Genesys Engage and Microsoft Azure Genesys Engage Empowering Agents with Workload Management (iWD) Practical guide to creating a contact centre RFP 12 reasons to upgrade your CX software Cloud technology to support any new normal How to avoid common call centre compliance missteps Genesys Cloud: The secure, all-in-one contact centre solution for insurers The State of: UK Insurance Contact Centres Eight Considerations for Exceptional Customer Engagement BFSI in the age of the connected customer – an industry snapshot Genesys scored in 2020 CCaaS Critical Capabilities Predicts 2021: CRM Customer Service and Support The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence Cultivate high-performing agents with modern training Genesys State of Customer Experience Report 2021 Contact Centre Buyers Guide Give Your Students Super Human Service Customer Experience Leadership During COVID-19 Eight reasons you need great contact centre recording 7 ways to deliver leading digital customer service 7 security promises your contact centre vendor should keep Improve customer strategy with predictive routing Planning, managing and empowering your digital workforce Journey mapping — chart the moments that matter most | Genesys A practical guide to contact centre change management Genesys Cloud integration with Microsoft Teams Three ways bots improve customer experience Using bots to increase customer satisfaction Genesys Cloud: The secure, all-in-one contact centre solution 6 reasons why Genesys Cloud is the platform for you Your ultimate chat solution checklist Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Predictive routing in action Connecting third-party systems to customer experience Three employee experience benefits of AI technology Ten ways AI improves customer experience How important is empathy in customer service? Interaction Speech Recognition Empathy in Customer Service: A Consumer Survey and Practical Guide Take a new perspective on employee experience Transformation of Customer Experience with Cloud-Based Customer Engagement Applications UK Contact Centre Verticals: Retail UK Contact Centre Verticals: Insurance UK Contact Centre Verticals: Finance Customer Relationship Barometer Journey mapping and the role of predictive engagement Genesys Digital Succeed with a single source for contact centre infrastructure and workforce engagement management WEM Checklist: Get the most out of your workforce Genesys named a leader in the Summer 2020 G2 Grid® Report for Contact Center Operations Genesys named a leader in the Spring 2020 G2 Grid® report for contact center operations The Forrester Wave: Contact Center as a Service CCaaS Providers Q3 2020 The great customer experience opportunity: Reflections from the Customer Experience Management, Telecoms Global Summit 2020 Moments with meaning: Insights into CX Exchange BFSI 2020 Re-energising the customer conversation: Reflections on Utility Week Customer Summit 2020 Ten to-do items for CDAOs ContactBabel Report: The UK Customer Experience Decision-Makers’ Guide 2020-21 Omdia names Genesys a leader in the cloud contact centre market for 2020-2021 Contact centre AI success kit Choose a partner, not just a vendor ContactBabel Report: The Inner Circle Guide to Omnichannel Workforce Optimisation Improve your CX with 7 AI-powered capabilities Using AI to Personalise the Customer Experience A proven approach for your on-premises call centre migration UK Universities: Competing in Clearance How to set up a contact center from scratch – in less than 3 days Frost Radar™: European Contact Center as a Service Market, 2020 UK Contact Centres: Winning in the New Normal Genesys and Google Cloud: Bringing contact centre AI to life The global AI agenda – Promise, reality and the role of AI and data sharing IDC Nordic Analyst Perspective: Customer Experience drives tomorrow’s business The AI-powered contact centre Genesys Cloud Security Interaction Edge How to keep an eye on shopping cart abandonment The Inner Circle Guide to Contact Centre Remote Working Solutions Four Reasons to Consider Genesys Interaction Recording Genesys Co-Browse The Microsoft and Genesys Alliance Three ways to use AI for better customer journeys Three ways chatbots improve customer experience Four ways voicebots elevate call centre customer service Five things to consider for developing voicebots and chatbots — fast and effectively How the Intelligent Automation and the Genesys Voice Platform Work Together Genesys helps organisations during the COVID-19 pandemic Use Tech-Driven Innovation for Big Gains in Government CX Exploring Experience as a Service with Genesys How to deliver customer experience in the 2020s Delivering on the promise of world-class omnichannel customer experiences IDC Unlocking the Transformative Power of AI for Contact Centres with Google Cloud and Genesys Turn your omnichannel vision into customer experience success Virtual Hold for Genesys Genesys Self-Service Solutions Genesys Survey Solution Genesys Voice Platform Revision of: Genesys Enterprise IVR Genesys Multimedia Communication Manager Genesys Callback Workforce Engagement Management: How to Engage Your Team for the Best Customer Experience Eight ways to stop irritating your customers Customer Experience: The Perfect Blend Contact Centre Economics and the Cloud: Move to the Cloud with Confidence Artificial intelligence: Friend or foe of customer service? Transform Planning and Analysis in Contact Centres Pindrop Fraud Detection for Genesys Gplus Adapter Salesforce Gplus Adapter for SAP CRM Genesys Customer Interaction Management Platform Genesys SoftAgent for Cisco Genesys ConnectInteraction Recorder User Data Management Console for the Genesys Cloud platform Data Tables for the Genesys Cloud platform Genesys Connect Unified Communications AudioCodes Management and Monitoring Applications for Genesys Multimedia Connector for Skype for Business Technical Account Manager Improve CX and Efficiency With An Enhanced Salesforce Implementation Genesys Reference Architecture Blueprints Genesys Gplus Adapter for Siebel CRM Genesys Fraud Management Genesys Cloud Dialer Genesys Care Remote Alarm Monitoring Workspace Plug-in for Salesforce.com VidyoEngage for Genesys Genesys Knowledge Centre Genesys Interactive Insights IVR Driver Genesys SIP Voicemail Genesys Customer Opt-In Genesys Customer Experience Analytics Genesys Web Engagement Shining a Light on a Connected Future: Utilities insights and inspiration from Connected Customer 2019 Travelling Towards a Connected Future: Travel and hospitality insights and inspiration from Connected Customer 2019 Connecting to Better Customer Experiences: Telecommunications insights and inspiration from Connected Customer 2019 AI-powered automation: Essential tips for using voicebots and chatbots Spend Money. Make Money. Four businesses that found customer experience success. 2019 Gartner Magic Quadrant for Contact Center as a Service, North America Twelve signs you’re ready to upgrade to a cloud contact centre How to turn your contact centre agents into CX heroes Forrester Study Reveals Benefits of Artificial Intelligence with the Human Touch Customer service best practices CX Hero – MyBudget underscores personal touches in financial planning CX Hero – Bradesco Next empowers agents for great customer service Interaction Analytics Capabilities Move your contact centre to the cloud with confidence The essential checklist for Genesys on-premises customers moving to the cloud The Five Biggest Trends in Customer Experience Genesys Inbound Voice 2019 Genesys Contact Centre Blended AI Report: South East Africa The Fight For The Cloud CCaaS Smart Guide: Transform Your Customer Experience Genesys Text Messaging Genesys Chat Genesys Social Engagement Genesys Email Five Key CX Technology Trends That Your Midsize Centre Can Capitalise On Banking on a Connected Future: FSI insights and inspiration from Connected Customer 2019 Nemertes Business Value Analysis Introducing Genesys Cloud Customer Engagement is Ripe for Change The essential migration checklist for identifying the right customer experience solution Your path your way: Three options for transforming your legacy contact centre Seven best practices for building customer loyalty Genesys enables innovation at the speed of business Frost & Sullivan: Update Your Contact Centre Today or Risk Losing Business Tomorrow Frost & Sullivan Global Research: Midsized Call Centres take a Digital-first Approach Not all cloud contact centre vendors can deliver true omnichannel service Midsized call centres take a digital-first approach: Spotlight on Europe Migration planning kit: Take the first step in a successful contact centre migration Building a competitive advantage through customer experience Five Ways True Omnichannel Routing Can Improve Your Customer Experience Four Principles of CX Transformation Future-proof your customer experience and mitigate the risks of outdated contact centre technology Improve customer satisfaction, sales and workforce engagement with Genesys Blended AI Top 10 ways to take advantage of AI and deliver great customer experiences How AI can improve contact centre and agent performance Solve your call centre’s seasonal capacity problem Drive more sales through your website Architecture spotlight: Three considerations when choosing cloud for your contact centre Big ideas for retail: 10 key CX trends Business Reporter – The Expert View: Choosing the Best Path for Transforming Your Contact Centre Contact Babel: The Inner Circle Guide to AI, Chatbots & Machine Learning Genesys prescriptive migration: The art of simplified migration with proven ROI Quenching their customers’ thirst for better support: The Coca-Cola Business Services story Considerations for consolidating call centre technology The call centre technology migration playbook Millennials in your workforce Three Customer Service Megatrends in 2019: As AI Eats Jobs, Agents Are More Valued Asia Pacific SMB Customer Service Trends Smollan, the decisive shift to the Cloud – Interview Trust and Transparency: A True Path to Cloud Reliability Genesys Cloud Services: Ensuring your satisfaction and success Genesys Cloud for Salesforce Predictive Engagement White Paper: Analysing and Shaping Customer Journeys Six steps to take right now if you’re thinking about upgrading your retail contact centre Customer Service Transformation for Small Medium Businesses Up close and personalised—three ways your contact centre can keep customers sticky 10 ways to improve your retail contact centre Five ways technology is shaping the future of the retail contact centre Contact Babel Decision Makers’ Guide 2018-19: The Connected Enterprise Contact Babel Decision Makers’ Guide 2018-19: The Artificial Intelligence & Machine Learning Chapter Five reasons tomorrow’s customer won’t be shopping with today’s retailer Personalised IVR for Improved Customer Experience Turn your retail contact centre into a revenue generator: Five trends you need to know Best Practices for Contact Centre Routing 3 reasons you need to build an ecosystem for customer service, not a fragile “frankenstack” Artificial Intelligence with the Human Touch MIT Global Research: Humans + Bots: Tension and Opportunity Three strategies to improve the end-to-end customer experience Beyond Millennials: How Banks Can Prepare For The New Consumer Why Employee Engagement Is Key To Winning Superior Customer Experience How Financial Institutions Are Using Artificial Intelligence to Change The Face Of Customer Experience Genesys named a leader in the Forrester Wave™ cloud contact centres Forrester study shows importance of customer experience technology investment to drive business success. Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries The Genesys Cloud Ripple Effect-ROI You Can See 10 Hot-Button CX Topics for Financial Services Businesses Power to the people: why the UK energy sector needs to give control to its customers Cloud Transformation Survey Africa Small for Medium Sized Contact Centres Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition-EMEA Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition-APAC Drive Marketing and CX Convergence With Modern Technology Solutions Deliver seamless, effortless and personalised experiences with Genesys Frost & Sullivan Survey – Retail Banking CX (Singapore) Retail Banking CX in Hong Kong IVR: Delivering Personalised Customer Experience Genesys Omnichannel Engagement Centre Solution How An Omnichannel Agent Desktop Helps Your Employees Personalise Customer Service Forrester Report: Contact Centres Must Go Digital Or Die Building a Business Case for Replacing Your Call Centre ACD The Truth About Cloud in Small Contact Centers Your Definitive IVR Playbook Building the Business Case for Contact Centre Modernisation Customer Insight & Analytics Exchange Report The European Contact Centre Decision Makers’ Guide Optimise Customer Engagement with a Cloud Contact Centre Ten Reasons To Choose Cloud The Guide to Omnichannel Customer Engagement Roadmap for Omnichannel Customer Engagement Ten Considerations for Moving Your Contact Centre to the Cloud Contact Centre Economics and the Cloud – Move to the Cloud with Confidence Technology Roadmap for Omnichannel Customer Engagement Next Generation CRM: Moving From A System Of Record To A System Of Engagement Contact Center Employee Engagement Playbook Should You Update or Abandon Your Call Centre ACD? Defining and Using Asynchronous Messaging 7 Steps to Omnichannel Self-Service: Make it Personal Are You Ready to Make IoT Part of Your Customer Experience Strategy? 2017 Global Customer Experience Benchmarking Key Findings Report Not All Cloud Contact Centre Platforms Are Created Equal Overcome the obstacles of your legacy Avaya contact centre Revealing the Value of IoT to Enhance Customer Experience Solving the Contact Centre Desktop Disaster Consumer Interaction Preferences and Challenges for Industries in Australia and New Zealand Service on demand: The future of Customer Service The Economist Intelligence Unit – Service on Demand: The future of Customer Service The Best Way Forward for Large Avaya Contact Centres What are the Key Ingredients for Digital Transformation? How can Companies Compete and Win Over Digital Customers? Why is an Omnichannel Customer Experience Strategy Critical? What is the First Step in Designing Digital Customer Experience? How Can Journey Mapping Improve Customer Experience? Why is Customer Experience the New Imperative? Is CRM Enough to Deliver Great Customer Experiences? How to Transform Digital Customer Experiences for the Connected Customer Infographic 5 Critical Requirements for a Future-Ready Contact Centre Infographic The Value of Customer Experience in the Digital Age Infographic How to keep an eye on shopping cart abandonment Forrester Study Reveals Benefits of an Omnichannel Engagement Centre Raising the Bar: Building Propositions Around Customer Service Which Omnichannel Engagement Centre Solution Is Right for You? Genesys Secure IVR Payments The Digital Advantage – a step closer to “customer heaven” Genesys – Powering Exceptional Customer Experiences Deliver Next-Generation Customer Experiences in the Cloud Make Every Moment Successful by Delivering Next-Generation Customer Experiences Simplify the Delivery of a Next-Generation Customer Experience Omnichannel Is Not Optional Insight into the CX Strategies of World-Leading Companies The Evolving Engagement Cycle Customer Engagement and Operational Strategies Iconic Companies Personalise Customer Experiences Using Data Future of CX and Technology Adoption in Leading Companies Closing the Loop on Customer Experience Employee Engagement: Why It Matters Attrition: The True Costs Deliver compliant customer experiences Employee Engagement: A ‘nice to have’? Think again. Hire the right skills. Increase speed to productivity Rethink Queue-Based Routing In a Digital-First World 5 Critical Requirements for Customer Experience in an Ultra-Connected Era The Value of Experience: How the C-suite Values Customer Experience in the Digital Age Forrester: Manage the Cross-Touchpoint Customer Journey Journey Mapping: An Outside-In Approach to Delivering Great CX Top 10 Strategies for Modernising Workforce Optimisation Best Practices For A Seamless Omnichannel Customer Experience The Total Economic Impact of the Genesys Omnichannel Engagement Centre Solution Building the Business Case for an Omnichannel Contact Centre Optimise Your Workforce for the Omnichannel Revolution A Banker’s Guide to a Seamless Omnichannel Customer Experience Loyalty 360–CMO Challenge: Listening to Your Customers 7 Steps for Delivering Next-Generation Digital Customer Service The Contact Centre Manager’s Survival Guide to Omnichannel Customer Service eir Discovers the Benefits of Personalising IVR Delivering a Great Customer Experience in the Travel Industry Shopping for Solutions: Making the Most of the Retail Customer Experience The Essential Guide to Contact Centre Modernisation Plan Now for Customer Service in 2021 Optimising the Citizen Experience – Survey report from Genesys & GovNews Now Optimising the Patient Experience – Survey report from Genesys & GovNews Now The Omnichannel Customer Engagement Playbook Ovum—How Mobile Technology Improves Outbound Engagement and CX Forrester Paper: The Untapped Benefits Of Proactive Customer Communication Not all Customer Experience Platforms are Created Equal Redesigning the Customer Experience around the Internet of Things Creating Value Through Omnichannel Customer Engagement Forrester Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic Genesys Cloud Competitive Advantages Keeping Pace With The Modern Customer Forrester Report: Increase Customer Service Agility with Cloud Contact Centres Ovum: The Total Cost of Ownership of Cloud- and Premise-Based Contact Centre Platforms Engage With Customers in an Ultra-Connected Era Omnichannel Is No Longer Optional 5 Tech Trends Redefining the Customer Experience Are You Delivering an Exceptional Customer Experience? 10 hot-button CX topics for telcos Utilities Summit Energy Report 10 hot-button CX topics for retail Busting the Top 10 Myths of Omnichannel Customer Engagement How to be a Customer Experience Leader – Getting to Iconic The Customer Experience Transformation Imperative GDPR and Its Impact on Service Delivery – Survey Report from Genesys and Gov News Direct Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution, 2017-18 The Customer Experience Transformation Imperative See How Genesys Cloud Makes Customer Relationships Simple Industry Report – Contact Babel Decision Makers’ Guide 2017-18: The Artificial Intelligence & Machin Top tips for compliant customer conversations Employee Engagement – Not Just A Nice To Have Transformation of Customer Experience with Cloud-Based Customer Engagement Applications Forrester TEI Spotlight: Greenfield Deployments And Small Businesses Forrester TEI Spotlight: Organisations Moving from Less Advanced Cloud Platforms The Total Economic Impact™ Of Genesys Cloud Forrester TEI Spotlight: Organisations Moving from On-Premise Solutions Live Assistance Live Assistance
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Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Demandez une démo Essai gratuit Concevez votre solution Demandez un devis Rapport d'études Rapport d'études eBook Rapport d'études Guide pratique Article Article eBook Article Rapport d'études Article Guide pratique eBook Brochure Checklist Article Article Article eBook Rapport d'études eBook Article Article Article Article Rapport de l'industrie eBook eBook eBook eBook Rapport de l'industrie Infographic Rapport d'études eBook eBook eBook eBook Rapport d'études Checklist Datasheet Rapport d'études Document de synthèse Infographie Checklist Fiche conseil Rapport d'études Video Brochure Brochure Brochure eBook Datasheet eBook eBook eBook Rapport d'études eBook eBook eBook Infographie Rapport d'études Rapport d'études eBook Infographie Infographie Infographie Rapport d'études Rapport d'études eBook Infographie Video Infographie Infographie Infographie Video Video Video Video Video Video Brochure Brochure Brochure Brochure Infographie Infographie Infographie Infographie eBook eBook eBook Fiche conseil eBook eBook eBook eBook eBook eBook Guide pratique eBook eBook eBook eBook Rapport d'études eBook eBook eBook eBook eBook Rapport d'études Rapport d'études Rapport d'études Rapport d'études eBook eBook eBook Video eBook eBook eBook eBook eBook eBook Rapport d'études Rapport de l'industrie Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
di|Effacer RAPPORT FORRESTER RESEARCH Les trois grandes tendances en matière de service client en 2021 : l'excellence du service client après la pandémie Vision : le playbook des centres de contact dédiés au service client La pandémie de COVID-19 a mis en lumière la nécessité d'une modernisation des centre de contact en vue de fournir des expériences client transparentes et d'éliminer les tâches répétitives. Cette crise a également révélé le rôle important joué par le service client dans l'acquisition et la rétention des clients. Dans son rapport, Forrester aborde en détail ces tendances clés, les principales priorités post-pandémie, et présente trois grandes tendances en matière de service client à surveiller en 2021. Téléchargez le rapport complet de Forrester, parcourez les tendances du marché et découvrez comment : Stimuler la transformation du service client grâce aux canaux numériques et à l'intelligence artificielle Réduire la charge cognitive sur les agents afin qu'ils puissent se concentrer sur la fidélisation des clients L’importance de la modernisation dans la survie de votre centre de contact Télécharger [mktoform cta_header="" cta_button="Télécharger" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kylYQAQ" url="https://content.genesys.com/resource-forrester-megatrends-2021"] [section_header text_theme="theme-dark" title="Adoptez une nouvelle perspective en matière d'expérience des collaborateurs" background_img="339660"]Les outils de gestion du personnel traditionnels se contentaient d'offrir un certain gain d'efficacité. Pour impliquer les équipes modernes, il est temps de changer de perspective sur l'expérience des collaborateurs.[/section_header][section_content][gsc_item format="content-d" tag_type="h2" media_type="youtube" title="Le monde change : changez avec lui" yt_video="https://www.youtube.com/embed/yT6_YduCWQk"]Alors que les marchés du monde entier évoluent, Genesys aide les entreprises à transformer leur façon de travailler pour accompagner leurs clients et leurs collaborateurs. Les entreprises réticentes à l'idée d'une transformation seront vite dépassées dans un monde caractérisé par l'innovation et la recherche d'attention.[/gsc_item][/section_content] La nature de la transformation de l'entreprise Aujourd'hui, l'intelligence artificielle (IA) et l'automatisation transforment notre monde. En outre, ces technologies offrent aux entreprises l'opportunité de se concentrer davantage sur l'expérience de leurs collaborateurs. Dans notre monde en constante évolution, les entreprises peu disposées à opérer leur transformation se retrouvent dépassées. Elles sont en proie à des fonctionnalités insuffisantes, à des systèmes de pensée obsolètes et à des processus n'offrant pas les résultats commerciaux escomptés. Et cela n'échappe pas à leurs collaborateurs. Dans le pire des cas, ces entreprises peuvent s'affaisser sous le poids d'une expérience médiocre pour les collaborateurs. Nous sommes en présence d'une nouvelle génération de collaborateurs, qui ont des attentes plus élevées envers leurs employeurs. Ils recherchent la satisfaction au travail. Ils veulent faire partie de la solution. Et ils veulent savoir que vous prêtez attention à leurs besoins. Votre capacité à satisfaire ce désir d'empathie est un ingrédient clé de votre transformation.[section_grid column="grid-1x1" padding_control="no-top" cards_bg="bgc-white"][sg_item image="339579" item_class="bg-white"] Les collaborateurs évoluent. Leurs attentes, aussi. D'ici 2025, 75 % des effectifs mondiaux seront composés de personnes de la génération Y, qui rechercheront : une formation simple et directe ; des conseils et commentaires constructifs ; des outils les aidant à prendre activement part à leur propre développement. [/sg_item][/section_grid] Identifiez le point de départ de votre transformation [section_content padding_control="no-top"][gsc_item format="content-b1" image="339644"]Pendant des décennies, les centres de contact se sont concentrés sur l'optimisation de l'efficacité en vue d'améliorer l'expérience client. Les premiers outils de gestion des effectifs étaient en adéquation avec cet objectif. Les outils de gestion du personnel (WFM) et d'optimisation des effectifs (WFO) ont procuré aux centres de contact une efficacité opérationnelle dans l'air du temps, ainsi que certaines possibilités de planification des effectifs. Toutefois, l'amélioration des expériences des collaborateurs était quant à elle reléguée au second plan. La solution Genesys Cloud Workforce Engagement Management (WEM) fait bien plus que combler les lacunes. Elle comprend les fonctionnalités WFO et WFM dont vous avez besoin, ainsi que les derniers outils d'engagement du personnel aidant tous les collaborateurs à s'épanouir. Cette solution a pour vocation de transformer votre écosystème de centre de contact afin de satisfaire davantage vos collaborateurs au même titre que vos clients. Basez-vous sur les exemples proposés à gauche pour déterminer où vous en êtes en matière de gestion des effectifs et où commence votre parcours vers une véritable solution de gestion de l'engagement du personnel.[/gsc_item][/section_content][section_grid column="grid-3x3" padding_control="custom" title="Les équipes engagées obtiennent de meilleurs résultats" desc="La capacité à faire de l'engagement des collaborateurs une priorité est le chemin le plus direct vers une meilleure expérience client. Selon Gartner, les technologies cloud se sont démocratisées, et les attentes en matière de résultats sont devenues plus élevées. Le cloud permet aux entreprises d'accéder aux dernières innovations sans compromettre leur disponibilité et leur évolutivité, les rudiments de la transformation de l'expérience des collaborateurs." padding_control_custom="5.556rem 0 0 0"][sg_item title="Temkin Group" image="595"]Les leaders de l'expérience client possèdent un taux d'engagement des collaborateurs 60 % plus élevés que celui des retardataires en la matière.[/sg_item][sg_item title="Gallup" image="9491"]Les unités commerciales connaissant le meilleur engagement obtiennent des indicateurs clients supérieurs de 10 %, enregistrent 20 % de ventes en plus et voient leur rentabilité générale s'améliorer de 21 %.[/sg_item][sg_item title="Gartner" image="9429"]Selon 86 % des entreprises, l'engagement des collaborateurs revêt une importance égale ou supérieure à celle d'autres facteurs.[/sg_item][/section_grid][section_form cta_button="Découvrez notre offre" form_action="inline" background_clr="bgc-bb-teal" title="Amorcez votre transformation avec Genesys Cloud Workforce Engagement Management." ty_title="Merci de votre intérêt." ty_desc="Nous vous contacterons directement pour évoquer votre transformation vers une véritable solution de gestion de l'engagement du personnel." cid_id="7011T000001kvqyQAA"]Ne vous contentez pas de combler vos lacunes. Développez l'engagement des collaborateurs, grâce à des outils qui simplifient l'expérience et offrent une automatisation intelligente sur lesquels votre équipe peut compter.[/section_form] GUIDE PRATIQUE Gérez les modifications apportées au centre d'appels pour de meilleurs résultats Un guide pratique pour la gestion du changement des centres de contact Découvrez les étapes nécessaires pour gérer avec succès le changement organisationnel, que vous soyez en train de migrer vers une nouvelle plate-forme de centre de contact ou d'adopter les meilleures pratiques pour la gestion de l'engagement du personnel. Téléchargez le guide pour savoir comment: Obtenir l'adhésion de vos équipes et de vos parties prenantes Soutenir votre équipe dans le changement et comblez les lacunes de connaissances Assurer l'adoption à long terme de nouveaux comportements, processus et système Guide pratique [mktoform cta_header="" cta_button="Télécharger le guide" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kwyQQAQ"] EBOOK Cartographie des parcours d'un centre de contact et le rôle de l'engagement prédictif Comment unir ces aspects pour obtenir plus rapidement des résultats plus efficacesVos clients bénéficient d'un nombre illimité d'options en ligne, de canaux numériques et de modalités d'accès aisé aux informations. Cette transformation numérique entraîne un abandon des techniques de communication classiques au profit d'un engagement dynamique sur tous les canaux. La cartographie des parcours examine les interactions avec les clients sur tous les points de contact, de façon à fournir à vos agents le contexte client complet nécessaire pour créer des expériences client plus personnalisées, développer des relations plus étroites, augmenter les revenus et accroître la valeur à long terme. Téléchargez l'eBook pour découvrir : comment les cartes de parcours contribuent à définir des processus axés sur le client pour motiver un engagement omnicanal avec les clients ; comment les principaux fournisseurs conçoivent et orchestrent des parcours client proactifs et personnalisés ; comment une approche axée sur le parcours optimise les expériences de vos agents et clients. Télécharger [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwERQAY" ar_url="https://content.genesys.com/ddg-journey-mapping"] [rawcss raw_css="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"] Gartner Magic Quadrant 2020 pour les centres de contact en tant que service Gartner nomme Genesys parmi les leaders L'univers du centre de contact en tant que service (CCaaS) est très concurrentiel. Le rapport Magic Quadrant de Gartner CCaaS 2020 évalue 13 fournisseurs sur leur vision et leur capacité à exécuter - pour vous aider à faire le bon choix. Genesys est fier d'être nommé Leader pour l'exhaustivité de sa vision et sa capacité à exécuter grâce à des opérations mondiales solides, une présence géographique étendue et un réseau de partenaires efficace. Téléchargez le rapport complet pour savoir pourquoi Genesys est positionné comme un Leader mondial avec des solutions pour les entreprises de toutes tailles et industries. Vous obtiendrez également des informations sur: Les principales tendances du marché CCaaS Des conseils pour naviguer sur le marché Comment Gartner évalue 13 fournisseurs sur leur capacité à fournir un excellent service client Gartner MQ 2020 [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] Gartner ne cautionne aucun fournisseur, produit ou service décrit dans nos publications de recherche et ne conseille pas aux utilisateurs de technologie de sélectionner uniquement les fournisseurs avec les notes les plus élevées ou une autre désignation. Les publications de recherche de Gartner sont constituées des opinions de l'organisation de recherche de Gartner et ne doivent pas être interprétées comme des déclarations de fait. Gartner décline toute garantie, expresse ou implicite, concernant cette recherche, y compris toute garantie de qualité marchande ou d'adéquation à un usage particulier. GARTNER est une marque déposée et une marque de service de Gartner, Inc. et / ou de ses filiales aux États-Unis et dans le monde et est utilisée ici avec permission. Tous les droits sont réservés. Source: Gartner Magic Quadrant 2020 sur le CCaaS, Steve Blood, Drew Kraus, Pri Rathnayake, 9 novembre 2020. RAPPORT D'ÉTUDES D'ANALYSTES Forrester désigne Genesys comme leader dans le domaine du centre de contact en tant que service Rapport Forrester Wave™ : fournisseurs de centre de contact en tant que service (CCaaS), 3e trimestre 2020 Le nombre de canaux numériques ne cessant de croître, les agents à distance ont besoin d'une technologie fiable afin de pouvoir les prendre en charge sereinement au quotidien. Pour y parvenir, une solution de centre de contact tout-en-un performante et offrant des possibilités de personnalisation est nécessaire. Genesys est fière d'avoir été nommée leader des solutions CCaaS (Contact Center as a Service, Centre de contact en tant que service) dans le rapport Forrester Wave 2020 et reconnue pour son portefeuille de produits complet, ses intégrations CRM et ses fonctionnalités intégrées d'optimisation du personnel (WFO, Workforce Optimization), qui permettent d'obtenir une expérience utilisateur fluide pour plusieurs rôles, ainsi que des données opérationnelles et WFO plus cohérentes. Téléchargez le rapport complet pour savoir pourquoi Forrester reconnaît Genesys comme leader dans le domaine CCaaS et découvrir : une analyse indépendante des fournisseurs CCaaS ; les principales tendances du marché ; ce que l'on attend d'une solution CCaaS ; des comparatifs sur les offres, les stratégies et la présence sur le marché actuelles des fournisseurs. Télécharger [mktoform cta_header="Rapport Forrester" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kvxkQAA"]Les droits d’auteur du rapport Forrester Wave™ appartiennent à Forrester Research, Inc. Forrester et Forrester Wave™ sont des marques commerciales de Forrester Research, Inc. Forrester Wave™ est une représentation graphique de l’évaluation d’un marché par Forrester, tracée à partir d’un tableur détaillé de scores, pondérations et commentaires exposés. Forrester ne cautionne aucun fournisseur, produit ou service mentionné dans le rapport Forrester Wave™. Ses informations se basent sur les meilleures ressources disponibles. Les opinions sont exprimées à un moment donné et peuvent être modifiées. EBOOK Quand le retail réinvente son experience client Mieux connaître le secteur du retail, fournir une Experience as a Service... Ces derniers temps, les secteurs du retail et de la grande consommation ont totalement été bouleversés. En effet, la France a vécu une période sans précédent avec une augmentation très forte des commandes par internet, impliquant une pression amplifiée sur les centres de contacts pour répondre aux demandes des clients en terme de SAV et de suivi de commandes. De ce fait, les directions des services clients doivent aujourd’hui repenser leurs organisations : Automatisation des interactions à moindre valeur ajoutée par des bots Apport de flexibilité organisationnelle avec le home office Réorganisation des plannings et des flux selon les pics d’activités. Lire l'eBook [mktoform cta_header="Ebook Retail : réinventer son experience client" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kzDcQAI"] EBOOK Baromètre de la relation client Quel futur pour l’Expérience client en période de crise sanitaire ? Genesys, en partenariat avec Orange Business Services et le magazine Relation Client ont réalisé une étude auprès de 257 professionnels de la relation client, entre mai et juillet 2020. Cette étude porte sur l’évolution des enjeux en matière de CX face à la crise sanitaire et les nouvelles priorités d’investissements opérés par les entreprises françaises pour renforcer la satisfaction client. Découvrez les résultats détaillés et commentaires de nos experts. Lire l'eBook [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kwr0QAA"] EBOOK Genesys et Google Cloud : exploiter l'intelligence artificielle dans les centres de contact L'intelligence artificielle (IA) dans le centre de contact n'en est plus au stade de l'engouement. Les clients sont prêts à interagir avec des bots, mais veulent également parler à des agents lorsqu'ils sont confrontés à des problèmes complexes. L'IA conversationnelle peut améliorer l'efficacité en automatisant les interactions simples et répétitives, tout en assurant la fluidité du transfert entre les bots et les agents en direct. Elle libère également du temps aux agents qui peuvent alors se concentrer sur les problèmes plus complexes. Grâce à Genesys et Google Cloud, les entreprises, quels que soient leur taille et leur niveau de technicité, peuvent bénéficier d'expériences client basées sur l'IA. Téléchargez cet eBook pour en savoir plus : Les trois défis que l'IA conversationnelle permet de résoudre dans les centres de contact Comment les voicebots et les chatbots peuvent améliorer l'efficacité opérationnelle Comment doter les agents d'un assistant virtuel basé sur l'IA Lire l'eBook [mktoform cta_header="Genesys et Google Cloud eBook" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] RAPPORT D'ANALYSTE Frost Radar™ : marché européen du centre de contact en tant que service, 2020 La solution de Genesys surclasse la concurrence dans le rapport Frost and Sullivan Frost Radar ™: European Contact Center as a Service Market, 2020. Genesys Cloud ™ domine le marché CCaas en offrant une plate-forme de centre de contact cloud tout-en-un, un ensemble de services plus complet, une myriade de fonctionnalités natives de haute qualité, une interface utilisateur simple et des capacités de personnalisation incomparables. Téléchargez le rapport pour découvrir pourquoi Genesys est un leader, notamment grâce à : Un investissement important dans le développement d'applications innovantes pour l'engagement prédictif et pour l'intégration des capacités d'intelligence artificielle dans les outils d'expérience client Une stratégie d'innovation plus rapide que quiconque dans l'industrie La montée en flèche des revenus CCaaS en raison de l'adoption accélérée du cloud par les clients Téléchargez le rapport [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8idQAA"] 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 Rapport Comment offrir une expérience client optimale en 2020 [cutoff co_thick="2px"]Dans ce contexte où les attentes des clients sont de plus en plus élevées, le paysage du service client est remodelé par les nouvelles technologies, les plateformes, les canaux et les préférences des clients. Certaines de ces tendances peuvent éventuellement permettre aux entreprises de répondre plus facilement aux attentes, tandis que d'autres nécessiteront une adaptation importante. Au cours de la prochaine décennie, la façon dont les entreprises réagiront à ces facteurs déterminera la réussite de leur expérience client, et donc, leur réussite commerciale. Dans ce rapport, nous examinons les principales tendances et la façon dont les centres de contact peuvent y répondre, notamment : la numérisation croissante des services l'essor du tout-numérique l'importance d'une assistance basée sur l'IA la nécessité de requalifier les agents le défi de l'engagement des agents comment se différencier par l'expérience de service Téléchargez ce rapport dès maintenant pour découvrir comment réagir à ces tendances afin de s'assurer que vos centres de contact sont les mieux placés non seulement pour répondre aux attentes des clients, mais aussi pour les dépasser pour les dix prochaines années.[mktoform cta_header="Comment offrir une expérience client dans les années 2020" cta_button="Télécharger" ar_status="dynamic" cid_id="7011T000001kp9mQAA"] eBook [this_page_title] Miser sur les bons outils pour transformer votre relation client [cutoff co_thick="2px"]Les ETI et les grandes entreprises ont besoin plus que jamais d’agilité et de performance pour poursuivre leur croissance. Parmi les innovations majeures sur lesquelles elles peuvent compter, il y a celle du Cloud. Cet eBook vous fait découvrir en quelques pages pourquoi et comment migrer votre solution de centre de contact dans le Cloud.[mktoform cta_header="Expérience client & Cloud" cta_button="Télécharger" ar_status="dynamic" cid_id="7011T000001t7ouQAA"] EBOOK Dépenser de l'argent pour en gagner. Quatre entreprises qui ont réussi dans le domaine de l'expérience client. Répondre aux attentes toujours plus exigeantes des clients nécessite de disposer de la technologie adaptée pour soutenir votre centre d'appel. Au moment d'investir dans cette technologie, allez au-delà des frais d'abonnement mensuels pour déterminer la valeur réelle. Découvrez comment quatre centres d'appel ont mis à niveau leur technologie et : amélioré la satisfaction de leurs clients augmenté leurs ventes réduit leurs coûts d'exploitation Demandez l’eBook [mktoform cta_header="" cta_button="Télécharger" form_p_target="custom" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001koSOQAY"] EBOOK Meilleures pratiques en matière de service client Faites en sorte que chaque interaction client compte Vos agents représentent votre marque à chaque contact avec un client. C'est à vous de faire en sorte qu'ils parviennent à mieux engager les clients, résoudre leurs difficultés et éviter l'épuisement professionnel conduisant à des démissions. Lisez cet eBook pour savoir comment transformer vos agents du service client en héros de l'expérience client. Vous y découvrirez : Trois stratégies de réussite utilisées par les héros de l'expérience client de Genesys Les compétences que chaque agent devrait avoir Des conseils de formation clés Des stratégies de benchmarking permettant de mesurer le service client et l'expérience client Demandez votre eBook dès aujourd'hui ! [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000001GYLAAA4"] EBOOK Sept meilleures pratiques pour encourager la fidélité des clients Les clients satisfaits donnent lieu à des bénéfices métier quantifiables Un client heureux devient bien souvent un client fidèle. Or, les clients fidèles non seulement contribuent à réduire vos coûts marketing et achètent plus de produits, mais deviennent également des promoteurs de la marque, dont l'influence sur les réseaux sociaux permet d'attirer de nouveaux clients. Intéressez-vous de manière globale à la façon dont vous communiquez avec les prospects et les clients pour comprendre les meilleures façons de fidéliser les clients à long terme. Lisez cet eBook pour découvrir comment des entreprises florissantes assurent la fidélité de leurs clients tout en gardant le cap sur leurs objectifs métier, notamment : en automatisant les communications proactives pour augmenter les opportunités de ventes croisées en personnalisant les règles métier pour simplifier la conformité et accélérer les mises à jour des programmes de fidélité en identifiant les moyens de communication les plus efficaces en s'appuyant sur le parcours client en anticipant les besoins et en offrant une assistance proactive avec l'engagement omnicanal Demandez l'eBook [mktoform cta_header="" cta_button="Demandez l'eBook" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000000maoK"] RAPPORT DE RECHERCHE MIT État des lieux de l'IA dans le monde : promesse, réalité et rôle de l'IA et du partage de données Comprendre l'impact réel de l'IA sur les entreprisesLes capacités d'intelligence artificielle (IA) ne sont plus réservées aux grands acteurs de la technologie. De l'industrie à l'énergie ou à la santé en passant par les administrations, le MIT a constaté que tous les secteurs d'activités expérimentent des solutions d'IA. MIT Technology Review Insights a interrogé plus de 1 000 cadres supérieurs dans différents secteurs et régions du monde pour comprendre comment les entreprises utilisent l'IA actuellement et quelles sont leur prévisions quant à l'avenir. Lisez le rapport aujourd'hui pour en savoir plus sur les points ci-dessous : Adaptation de l'IA aux conditions réelles Défis d'évolutivité auxquels sont confrontées les entreprises Capacité des entreprises à partager des données et à améliorer les capacités de l'IA Télécharger le rapport [mktoform cta_header="" cta_button="Télécharger le rapport" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK" url="https://www.genesys.com/fr-fr/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing"] CHECKLIST Checklist pour identifier la solution d’expérience client qui vous correspond Les considérations essentielles pour effectuer une migration optimale La technologie de centre de contact joue un rôle majeur dans la réussite de vos expériences clients et de vos opérations commerciales. La mise en place des solutions, de l'infrastructure et du fournisseur optimaux est fondamentale pour atteindre les objectifs et attentes de vos clients et employés. Si vous rencontrez des problèmes avec des systèmes de centre de contact obsolètes qui limitent les canaux et les informations clients, la meilleure voie à suivre est de migrer vers une solution qui vous permet de surmonter ces limitations. Et la première étape consiste à télécharger cette checklist pour évaluer les solutions clés et les fournisseurs qui vous conviennent. Vous apprendrez à: Identifiez les objectifs et résultats commerciaux les plus importants dans votre prise de décision Évaluez les options de déploiement en fonction de la flexibilité et des fonctionnalités nécessaires Comprendre vos besoins et priorités technologiques Évaluer la viabilité des fournisseurs Téléchargez la checklist [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000001KgTz"] Présentation IDC : Libérer le pouvoir de transformation de l'IA pour les centres de contact avec Google Cloud et Genesys En 2020, l'expérience client dépassera le prix et le produit en tant que facteur clé de différenciation de la marque. Votre centre de contact est en première ligne pour offrir une expérience client exceptionnelle. Imaginez que vous puissiez proposer à vos clients une solution en libre-service immédiate, 24 h/24, comme ils le souhaitent : dans une simple conversation. Transférez-les ensuite facilement à un agent humain qui peut utiliser l'intelligence artificielle (IA) pour répondre rapidement aux questions. Selon IDC, « d'ici 2025, les entreprises utilisant l'IA pourront atteindre des taux de recommandation nets (NPS) 1,5 fois plus élevés que ceux de leurs concurrents ». Téléchargez cette présentation et découvrez comment l'utilisation de l'IA dans les centres de contact peut : augmenter la satisfaction client aider vos agents améliorer les perspectives commerciales Téléchargez le rapport IDC [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kqUwQAI"] Document de synthèse : [this_page_title] Agilité, évolutivité et innovation inégalées pour les clients sur site de Genesys [cutoff co_thick="2px"]Les clients veulent se connecter autrement aux entreprises, via le canal de leur choix : cela inclut les nouveaux canaux que les systèmes sur site n'ont tout simplement pas été conçus pour gérer. La migration de votre solution Genesys actuelle vers le cloud offre à votre entreprise la flexibilité nécessaire pour évoluer facilement, à mesure que ses besoins évoluent, pour répondre aux demandes saisonnières ou à mesure que votre activité se développe. Et grâce aux mises à jour logicielles continues, vous aurez toujours la version la plus récente, ainsi qu'un accès aux dernières innovations Genesys. La méthodologie de migration éprouvée et prescriptive de Genesys simplifie votre transition vers le cloud. Votre parcours vers le cloud inclut ces étapes simples : Découvrez ce que dépasser les attentes de l'entreprise et des clients veut dire Tirez parti de cas d'utilisation Genesys éprouvés Migrez en toute confiance, et laissez-nous faire le travail Atteignez les résultats commerciaux souhaités [mktoform cta_header="Obtenez notre document de synthèse" cta_button="Télécharger" ar_status="dynamic" cid_id="7010d000001Gd2iAAC"] Checklist : [this_page_title] [cutoff co_thick="2px"]Pour répondre aux attentes croissantes des clients et gérer les opérations existantes de votre centre de contact, vous avez besoin de solutions, d'infrastructures et de fournisseurs appropriés. Les systèmes sur site ne sont pas toujours le moyen le plus efficace d'atteindre vos objectifs et les résultats attendus. La meilleure voie à suivre consiste à migrer vers une solution cloud qui vous garantit de toujours disposer des dernières technologies. Planifiez votre parcours avec cette checklist complète pour la migration, qui vous expliquera comment : Identifier vos objectifs commerciaux et les résultats attendus Évaluer différentes options de déploiement Comprendre vos besoins et vos priorités en matière de technologie [mktoform cta_header="Obtenir la checklist" cta_button="Télécharger" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GcaAAAS" ar_url="https://www.genesys.com/campaign/essential-checklist-for-moving-to-the-cloud-thank-you"] FICHE CONSEIL Douze signes indiquant que vous êtes prêt à passer à un centre de contact dans le cloud Être compétitif signifie dépasser les attentes des clients. La configuration de votre centre de contact devrait vous faciliter la tâche. Lisez cette fiche conseil pour découvrir si le moment est venu de migrer votre centre de contact vers le cloud et d'en récolter les fruits. Le passage à un centre de contact dans le cloud permet de : Favoriser votre croissance Rendre vos opérations plus efficaces Renforcer l'interconnectivité Obtenir la fiche conseil [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001koQrQAI"] RAPPORT DE RECHERCHE Gartner MQ 2019 des infrastructures de centres de contact « as-a-Service », Amérique du Nord Une fois de plus, Gartner classe Genesys parmi les leaders dans la catégorie des centres de contact « as-a-Service », Amérique du Nord Selon Gartner, « les solutions de centres de contact « as-a-Service » (CCaaS) deviennent le modèle de déploiement préféré pour de nombreux centres de contact en Amérique du Nord et remplacent les traditionnelles infrastructures de centres de contact sur site ». Le Gartner Magic Quadrant 2019 des infrastructures de CCaaS évalue neuf fournisseurs sur leur capacité d'exécution et l'exhaustivité de leur vision, afin de vous aider à faire le bon choix. Lisez le rapport. Vous y découvrirez : Les raisons qui conduisent à opter pour un modèle de déploiement de CCaaS Les éléments clés à prendre en compte lors de la comparaison de fournisseurs de solutions de cloud Comment Gartner classe les fournisseurs de centres de contact dans son quadrant : les leaders, les challengers, les visionnaires et les acteurs de niche Voici ce qu'on peut lire sur Gartner Peer Insights : [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]Un produit de CCaaS qui tient ses promesses… — Responsable des technologies d'un groupe présent dans le secteur des services[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]Sa simplicité de mise en œuvre nous a permis d'être rapidement opérationnels, tout en favorisant le développement de nos activités. — Vice-président d'un centre de contact dans le secteur des services Obtenir le rapport de recherche [mktoform cta_header="" cta_button="Lire" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001knskQAA"] 1Les évaluations Gartner Peer Insights sont le reflet d'opinions subjectives d'utilisateurs finaux basées sur leur propre expérience et ne représentent pas le point de vue de Gartner ou de ses filiales. * Gartner ne fait la promotion d'aucun fournisseur, produit ou service décrit dans ses publications de recherche ni ne conseille aux utilisateurs de technologies de sélectionner uniquement les fournisseurs ayant les meilleures évaluations ou d'autres désignations. Les publications de recherche de Gartner sont constituées d'opinions de l'organisation de recherche de Gartner et ne doivent pas être interprétées comme des déclarations de fait. Gartner décline toute garantie, expresse ou implicite, relative à cette étude, y compris toute garantie de qualité marchande ou d'adéquation à un usage particulier. Gartner Magic Quadrant des infrastructures de centres de contact « as-a-Service », Amérique du Nord, 15 octobre 2019, Drew Kraus, Steve Blood, Simon Harrison Video Overview Nouveau Genesys Cloud [cutoff co_thick="2px"]Économies d’échelle, déploiements continus, innovation accélérée... ce ne sont pas les raisons qui manquent de migrer votre centre de contact vers la plateforme Genesys Cloud. Visionnez notre vidéo pour découvrir : L’ascension rapide du cloud au rang de standard dans la plupart des secteurs Les facteurs différenciants des 3 solutions Genesys Cloud L’intégration transparente de Genesys à vos solutions existantes Migrer vers le cloud peut sembler difficile. C’est pourquoi nous vous aidons à déterminer s’il s’agit de la meilleure option pour votre entreprise.[mktoform cta_header="Visionnez la vidéo" cta_button="Visionner" ar_status="default" cid_id="7010d000001Gcg3AAC"] Nemertes Business Value Analysis Technologies d’expérience client Genesys [cutoff co_thick="2px"]L'achat d'une nouvelle technologie d'expérience client est une décision majeure pour la croissance de l'entreprise à long terme. D'où l'importance de miser sur le bon fournisseur. C'est pourquoi Nemertes Research a mené une étude complète et approfondie des résultats économiques, techniques et financiers obtenus par dix clients de différentes technologies d'expérience client Genesys. Au terme de six mois d'entretiens avec des responsables métiers et IT, d'examen minutieux des résultats individuels et d'analyse des tendances de fond, Nemertes Research nous livre aujourd'hui ses conclusions. Découvrez : Les raisons qui ont incité les entreprises à choisir telle ou telle solution Genesys, ainsi que les résultats observés depuis leur migration Le modèle de déploiement choisi par les entreprises de différentes tailles (de 70 à 11 000 agents) et les retombées sur la productivité des agents, les besoins en ressources IT et l'agilité globale de l'entreprise Les performances individuelles de chaque entreprise en fonction de son secteur, sa taille et ses spécificités géographiques Les grandes tendances observées par les clients de divers secteurs, types, tailles et modes de déploiement [mktoform cta_header="Accéder à l'analyse" cta_button="Télécharger" ar_status="default" cid_id="7010d000001GdGaAAK"] [this_page_title] Pesez le pour et le contre des offres de centre de contact dans le cloud [cutoff co_thick="2px"]Décision importante s'il en est, le choix d'une nouvelle plateforme de centre de contact exige plus qu'une simple comparaison des fonctionnalités. D'autres éléments, comme le support après-vente ou les programmes de migration prescriptive, sont en effet essentiels pour le succès de votre entreprise à court comme à plus long terme. Ce guide compare quatre fournisseurs de centre de contact sur les points suivants : Capacité technique à proposer des services dans un environnement cloud Viabilité sur le marché Aptitude à proposer un processus éprouvé de migration prescriptive [mktoform cta_header="Télécharger" cta_button="Télécharger" ar_status="dynamic" cid_id="7010d000001Gbv2AAC"] L’expérience client en levier de compétitivité Cinq exemples d'entreprises qui ont su se transformer [cutoff co_thick="2px"]De nos jours, les clients recherchent des interactions personnalisées, rapides et simples sur tous les canaux de communication. Pour répondre à ces attentes, de grandes marques internationales (PayPal, Heineken, Vodafone, etc.) ont su miser sur une plateforme d’expérience client ultra-performante pour produire des expériences client omnicanal véritablement unifiées. Et les résultats sont au rendez-vous: Respect des calendriers de transition vers le cloud Conformité aux réglementations sectorielles Réduction des coûts de maintenance et d’exploitation Optimisation des effectifs Accélération des amortissements et du ROI Amélioration des taux NPS, de la satisfaction client et de la résolution des appels Découvrez les quatre étapes à suivre pour planifier et exécuter une migration fluide vers une expérience client réinventée. [mktoform cta_header="Télécharger" cta_button="Télécharger!" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] [this_page_title] [cutoff co_thick="2px"]Bien que délicats à gérer, les pics saisonniers font partie du paysage des entreprises. Mieux vaut se rendre à l'évidence : jamais les niveaux d’activité ne seront linéaires. D'où l'importance d'une bonne planification pour bien négocier les variations saisonnières. Ces défis sont bien connus des entreprises, mais faute de ressources, certaines peinent à adapter leurs effectifs Particulièrement marqués en périodes de fêtes, les pics d’activité peuvent survenir tout au long de l’année, à des degrés variables. Pour les surmonter, la première étape consiste à analyser les tendances passées en vue d’identifier les pics et les périodes creuses. Vous pourrez alors planifier vos effectifs en conséquence pour mieux vous concentrer sur des problématiques plus complexes et moins prévisibles Au sommaire de cet eBook: La planification des effectifs pour une gestion efficace du volume d’activité standard La solution aux technologies obsolètes qui altèrent l’expérience client Les outils indispensables pour bien négocier les pics d’activité [mktoform cta_button="Télécharger" ar_status="dynamic" cid_id="7010d000001KfQ1AAK"] [this_page_title] [cutoff co_thick="2px"]Migrer une infrastructure de centre d’appel et des solutions spécialisées vers une plateforme d’expérience client SIP intégrée comporte des avantages qui dépassent largement de simples économies sur les communications téléphoniques. Hausse de la productivité et de la rentabilité, création d’équipes d’agents virtuelles, réduction des coûts d’infrastructure, amélioration de l’expérience client… la modernisation d’un centre de contact actionne aussi tous ces leviers. Bref, vous pouvez à la fois booster votre chiffre d’affaires et réduire vos coûts. Pourtant, ceux qui tiennent les cordons de la bourse sont encore durs à convaincre. Téléchargez ce livre blanc pour découvrir diverses stratégies d’optimisation et leurs retombées financières : Hausse des taux de résolution au premier contact (FCR) Réduction du temps moyen de traitement Migration des appels vers des canaux digitaux Routage intelligent des interactions Bâtissez un argumentaire sur-mesure pour votre entreprise. [mktoform cta_header="Télécharger l'eBook" cta_button="Télécharger" ar_status="dynamic" cid_id="7010d000001GYI1AAO"] eBook [this_page_title] [cutoff co_thick="2px"] Misez sur les solutions du leader pour tirer définitivement un trait sur les problèmes de votre centre de contact d'ancienne génération. Votre croissance dépend de la qualité de votre relation client. Vous le savez. Mais votre infrastructure archaïque vous empêche d'assurer un service homogène sur tous les canaux et points de contact. Face aux exigences des clients et aux pressions des dirigeants, vous n'avez pas le temps de tergiverser. Il vous faut des réponses maintenant. Notre méthodologie de migration prescriptive a été pensée pour réinventer votre expérience client autour de plusieurs axes : Établissez une base solide pour les divers canaux et points de contact client Élargissez votre engagement client omnicanal aux départements et processus hors centre de contact Formez vos collaborateurs à une nouvelle génération de plateforme conçue pour l'expérience client de demain Choisissez la flexibilité d'une solution cloud pour gagner en agilité et rester en phase avec l'évolution des besoins de l'entreprise et de ses clients Utilisez des méthodes éprouvées pour simplifier la migration et accélérer sa rentabilisation. [mktoform cta_header="Télécharger l'eBook" cta_button="Télécharger" ar_status="dynamic" cid_id="7010B000001SJoF"] Etude Forrester Total Economic Impact™ de Genesys Cloud [cutoff co_thick="2px"]Traditionnellement, la modernisation d’un centre de contact a toujours coûté très cher. Genesys Cloud® change aujourd’hui la donne avec un ROI de 571 % sur trois ans et un amortissement en moins de trois mois. Coûts de déploiement, avantages, risques associés, retour sur investissement... dans cette étude TEI réalisée pour Genesys, Forrester Consulting examine notre solution à la loupe. Pour cela, le cabinet a interrogé des clients de longue date de la plateforme Genesys Cloud, en Amérique du Nord, en Europe et en Asie-Pacifique. Au final, l’étude vous fournit un cadre complet d’évaluation de cette solution de centre de contact omnicanal dans le cloud. Pour en savoir plus, téléchargez l’intégralité de l’étude Forrester. Au sommaire : Avantages financiers chiffrés pour les utilisateurs Coûts associés au système Impact économique total de la plateforme Genesys Cloud [mktoform cta_header="TÉLÉCHARGEZ L’ÉTUDE FORRESTER" ar_status="dynamic" cid_id="7010B000001SP2aQAG"] EBOOK Migration prescriptive de Genesys: L'art de la simplicité, la preuve par le ROI La vocation des solutions d'expérience client est de vous rapprocher de vos clients, d'anticiper leurs besoins et d'y répondre selon leurs préférences. Mais si le quotidien de votre service client se résume à quelques canaux cloisonnés, des informations incohérentes et des technologies limitées qui freinent vos opérations et affectent votre expérience client, vous êtes encore loin du compte. De toute évidence, le temps est au changement. Pour son centre de contact, la fonction IT doit pouvoir compter sur des technologies qui l'aident à répondre aux objectifs de l'entreprise. Financièrement parlant, la solution doit rapporter plus qu'elle ne coûte, et non le contraire. Toutefois, pour de nombreuses entreprises, la migration semble encore trop risquée et trop compliquée. Cela n’est pourtant pas une fatalité. Si vous êtes bien conseillé, vous pouvez aborder ce virage en toute confiance. Au sommaire de notre guide : Définissez un cahier des charges ambitieux Tracez les contours de votre solution Migrez sereinement Atteignez vos objectifs Download the ebook [mktoform cta_header="" cta_button="Télécharger" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000000mg6K"] [this_page_title] [cutoff co_thick="2px"]Certains centres d’appel sont dans un tel chaos technologique qu’il est difficile de savoir par où commencer. Est-ce aussi votre cas ? Des étapes initiales aux éléments à prendre en compte au fur et à mesure de votre progression, cet eBook revient sur les fondamentaux d’une consolidation efficace de votre infrastructure et de vos technologies. Parmi les nombreux facteurs à considérer : L’infrastructure (ancienne et nouvelle génération) Les limites des technologies existantes Le support IT Les utilisateurs, la formation et les besoins métiers Cet eBook vous aidera à bien préparer votre migration vers des technologies innovantes et plus efficaces pour votre centre d’appel. Lisez-le sans tarder. [mktoform cta_button="Télécharger" ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] [this_page_title] [cutoff co_thick="2px"] La migration vers un nouveau centre d’appel ne devrait rien avoir d’intimidant. Cet eBook revient sur les principales étapes d’une migration fluide, rapide, sans embûches ni interruptions. Avec un peu de planification et une équipe compétente et soudée, la transition se passera beaucoup mieux que vous ne le pensez. Pour aborder ce virage en toute confiance : Formez une équipe interne rassemblant les bons experts et les acteurs clés Évaluez le niveau de compatibilité de votre réseau Déterminez l’option d’implémentation la mieux adaptée Définissez les attentes et préparez la mise en production [mktoform cta_button="Télécharger" ar_status="dynamic" cid_id="7010d000000mfYmAAI"] eBook [this_page_title] [cutoff co_thick="2px"] Les échanges conversationnels, la réalité augmentée, la digitalisation de l’expérience en magasin et la satisfaction instantanée des attentes des clients ne sont plus de simples aspirations sans lendemain, mais des réalités bien concrètes. Les enseignes et marques soucieuses de rester en prise avec les attentes de leurs clients – et en avance sur leurs concurrents – doivent se positionner dès maintenant sur ces terrains. Cet eBook présente les 10 tendances à intégrer dans des stratégies de marque de la grande consommation et de la distribution qui souhaitent attirer et fidéliser leurs clients. [mktoform cta_header="Télécharger l'eBook" cta_button="Télécharger" ar_status="dynamic" cid_id="7010d000000iYebAAE"] Rapport Forrester [this_page_title] [cutoff co_thick="2px"] Un service client de qualité, ce n'est pas que réduire les coûts et augmenter l'efficacité opérationnelle. C'est aussi et surtout synergiser l'automatisation, les données et les agents pour proposer une expérience client à la hauteur de leurs attentes. Mais cela passe par une redéfinition systématique des technologies, données et opérations en place. En rendant votre service client plus efficace, l'automatisation et l'intelligence artificielle (IA) ouvrent la voie à des expériences différenciantes, de nouveaux relais de croissance et des business models innovants. Au sommaire de ce rapport : Trois grandes tendances IA appelées à réinventer le service client Les évolutions majeures du métier et l'émergence des « super-agents » L'effet de levier de l'IA et du RPA (Robotic Process Automation) sur les bénéfices [mktoform cta_header="Téléchargez le rapport Forrester" ar_status="dynamic" cid_id="7010d000000mfr5AAA"] [this_page_title] [cutoff co_thick="2px"]Face à tous les changements qui touchent aujourd’hui les centres de contact, les acteurs du retail finissent par se poser la même question : par où commencer ? Cette checklist Genesys leur offre six éléments de réponse.[mktoform cta_header="Télécharger le rapport" cta_button="Télécharger" cid_id="7010d000000mWJdAAM"] Dossier spécial Retail : les tendances 2019 [cutoff co_thick="2px"]Des centres-villes déserts, des centres commerciaux à l’abandon, l'essor du ecommerce en contre-partie… Comme tous les autres secteurs, les métiers du retail évoluent. D’où l’importance pour les centres de contact de s’adapter à une nouvelle génération de clients, qui modifie ses modes de consommation et qui utilise de multiples moyens de communication : mobile, messagerie instantanée, SMS, voiceBot, etc... Ce guide vous explique les nouvelles tendances de ce secteur et ses innovations. Il présente les changements de comportement des clients et illustre par l'exemple les initiatives les plus révolutionnaires.[mktoform cta_header="S'inscrire pour télécharger le livre blanc" cta_button="Enregistrer" ar_status="dynamic" cid_id="7010d000000mWJJAA2"] Infographic_IT_Technologie et retail: les 5 tendances qui façonnent le centre de contact de demain MIT Technology Review Agents et bots : entre tensions et opportunités Comment les plus grandes marques mondiales allient talents et intelligence artificielle pour renforcer la proximité avec le client et stimuler la croissance [cutoff co_thick="2px"] Les entreprises du monde entier misent sur l’intelligence artificielle (IA) pour améliorer l’expérience et la proximité avec le client. C'est sur cette toile de fond que MIT Technology Review Insights a mené une enquête auprès de 599 cadres de grands groupes et ETI à travers le monde. Cette étude a ensuite été complétée par une série d’entretiens approfondis avec plusieurs responsables de l'expérience client. Il en ressort que la plupart des organisations dites « client-centriques » ont déjà largement déployé l’IA dans leurs opérations et processus de gestion de l’expérience client. [mktoform cta_header="Obtenez le rapport MIT" cta_button="TELECHARGER" ar_status="dynamic" cid_id="7010d000000maXQAAY"] Le Rapport Forrester Wave Genesys parmi les leaders du classement Forrester Wave™ des centres de contact dans le cloud Découvrez comment la plateforme Genesys Cloud a obtenu les meilleurs scores sur les critères architecture produit, intégration au CRM, stratégie d'entreprise et écosystèmes de partenaires [cutoff co_thick="2px"]Genesys parmi les leaders du classement Forrester Wave™ des centres de contact dans le cloud« Pour les centres de contact de taille moyenne, en Amérique du Nord comme ailleurs, shortlistez Genesys Cloud si vous voulez profiter des ressources et du support mondial de Genesys. » – Rapport Forrester Wave. Le tout premier rapport Forrester Wave pour les centres de contact évalue les offres, la stratégie et la présence sur le marché de 11 fournisseurs sur la base de 32 critères. Ce tour d’horizon des forces en présence constitue un excellent point de départ pour les entreprises qui envisagent une migration vers le cloud. Genesys y est nommée dans la catégorie Leaders, tandis que sa plateforme Genesys Cloud® obtient les meilleurs scores sur 17 critères d’évaluation (architecture produit, intégration au CRM, stratégie d'entreprise, écosystèmes de partenaires, etc.). Au sommaire de ce rapport : Omnicanalité totale, intelligence artificielle et optimisation des effectifs (WFO) – le triptyque incontournable pour les leaders du service client à la recherche d’une solution de centre de contact La position des 11 fournisseurs évalués dans les différentes catégories du classement (leaders, performers, prétendants ou challengers) Les raisons pour lesquelles Genesys se hisse dans la catégorie Leader des solutions de centre de contact dans le cloud [mktoform cta_header="Télécharger le rapport Forrester Wave" cta_button="Lire maintenant" ar_status="dynamic" landing_id="67036" cid_id="7010d000000mZle"] eBook [this_page_title] [cutoff co_thick="2px"]Retour sur le G-Summit Paris 2018 de Genesys, qui s’est tenu le 14 juin dernier à l’hôtel Potocki dans le VIIIème arrondissement de la Capitale. Le thème de l’événement ? “Moments Connected” ! Riche en témoignages clients, keynotes d’experts et ateliers démonstrations, nous avons compilé les grands enseignements de cet évènement dans cet eBook. A découvrir dans cet eBook : Deloitte s’interroge sur l’avenir de la relation client dans la banque Comment piloter la data dans les centres de contact ? En route vers la CX agility ! 1, 2 et 3 objectifs principaux de l’IA [mktoform cta_header="À télécharger dès maintenant !" cta_button="Télécharger" ar_status="dynamic" cid_id="7010d000000mYET" landing_id="66529"] eBook [this_page_title] [cutoff co_thick="2px"]Compagnie aérienne d’envergure mondiale, Emirates Airline compte 2 200 agents dans ses 6 centres de contacts, desservant ainsi 44 pays dans 17 langues. Emirates gère chaque année 10 millions dappels, 1 million de-mails et des milliers dinteractions sur les réseaux sociaux. La compagnie a su se mettre à l’heure du service client nouvelle génération pour satisfaire la demande et offrir une meilleure expérience client. C’est en substance ce qui ressort de notre entretien avec une manager d’Emirates. Les points clés : Principaux enjeux Gestion de la croissance sur plusieurs points de contact et canaux Avantages et prochaines étapes [mktoform cta_header="À télécharger dès maintenant !" cta_button="ENVOYER" cid_id="701U0000000oT46" landing_id="65423"] [this_page_title] [cutoff co_thick="2px"]Chaque client contacte votre entreprise pour différentes raisons –achat dun produit, mise en route d’un service acheté ou demande dassistance. Or, chacune de ces interactions entre dans un parcours qui peut s’étendre à plusieurs canaux (site Web, centre dappels, terminaux mobiles ou réseaux sociaux). Avec la gestion des parcours client, vous optez pour une stratégie dengagement omnicanal qui se met à la place de vos clients. Vous proposez ainsi une expérience irréprochable à vos meilleurs clients, tout au long de leur parcours. Téléchargez l’eBook. Au sommaire : Proposer un parcours simplifié, proactif et personnalisé Améliorer l’expérience client en mappant les étapes du parcours Visualiser et créer une expérience client exceptionnelle [mktoform cta_header="Téléchargez maintenant!" cta_button="ENVOYER" landing_id="43616" cid_id="701U0000000lxdKIAQ"] [this_page_title] [cutoff co_thick="2px"]La plupart des centres de contacts sont actuellement structurés en silos. Voix, chat, e-mails, web, mobiles, réseaux sociaux… tous leurs canaux sont gérés de façon cloisonnée. Cette approche fragmentée de lengagement client se traduit par la frustration des clients, un manque à gagner et une baisse de l’efficacité opérationnelle. Au sommaire de cet eBook : Pourquoi lorchestration dun parcours client omnicanal passe par une plateforme centralisée Comment moderniser votre centre de contacts, améliorer la qualité et lefficacité du travail de vos agents, et offrir une expérience client personnalisée Les 5 fonctionnalités indispensables dune plateforme dexpérience client [mktoform cta_header="Téléchargez maintenant!" cta_button="ENVOYER" landing_id="43600" cid_id="701U0000001QjBa"] [this_page_title] [cutoff co_thick="2px"]Le manque de visibilité sur le traitement des requêtes clients hors du centre de contacts peut créer une inefficacité latente dans vos processus métiers. Selon la taille de votre entreprise, les pertes financières qui en résultent peuvent atteindre les 660 000 euros par an. Vous trouvez difficile de prévoir les volumes de tâches à traiter offline ? Vous ne parvenez pas à intégrer les interactions clients et tâches offline dans un même planning ? Vous n’avez pas les outils pour identifier et résoudre déventuels problèmes de performance chez vos agents ? Les conséquences peuvent être multiples : Sous-exploitation de vos effectifs Augmentation des coûts dexploitation Expérience client compromise Délais de traitement trop longs et pertes de chiffre d’affaires Vous souhaitez améliorez votre efficacité, réduire vos délais de traitement et augmenter votre taux de conversion ? Téléchargez notre fiche conseil pour découvrir 5 pistes d’action à privilégier.[mktoform cta_header="Téléchargez maintenant!" cta_button="ENVOYER" landing_id="44569" cid_id="701U0000001QjCO"] EBook [this_page_title] [cutoff co_thick="2px"]Qu’ils vous contactent par téléphone ou par chat, vos clients n’ont pas envie de s’entendre dire qu’ils doivent patienter 26 minutes parce que le seul agent qualifié pour traiter leur demande est indisponible. Au sommaire de cet eBook : Six stratégies d’optimisation et de planification de vos équipes omnicanal Comment intégrer la gestion des effectifs à votre solution de centre de contacts pour améliorer l’efficacité de vos équipes Comment mettre en œuvre des stratégies de routage et de planification efficaces pour réduire vos temps de traitement moyens [mktoform cta_header="Télécharger" cta_button="Envoyer" landing_id="45652" cid_id="701U0000001fMen"] EBOOK [this_page_title] [cutoff co_thick="2px"]Aujourd’hui, vos clients perçoivent leurs multiples interactions avec vous comme une seule et même conversation omnicanal. Et c’est là que se situe tout l’enjeu pour votre centre de contacts.Les entreprises capables d’offrir une expérience client omnicanal fluide et homogène, sur tous les canaux et points de contact, se placent gagnantes sur tous les fronts : avantage concurrentiel, réduction du taux d’attrition et hausse des bénéfices. Au sommaire de cet eBook : Six bonnes pratiques de conception et de déploiement d’une expérience omnicanal homogène Analyse des écarts entre l’état actuel et les objectifs futurs du parcours client Mise en œuvre de votre nouveau parcours client [mktoform cta_header="Télécharger" cta_button="Envoyer" landing_id="45650" cid_id="701U0000001fMei"] [this_page_title] [cutoff co_thick="2px"]À lheure où la majorité des transactions bancaires seffectuent sur le web et le mobile, lagence est en passe de se transformer en un nouvel espace conseil. Mais quelles sont les innovations qui aideront les agences à trouver leur place dans ce nouveau paysage ? Comment le centre dappels peut-il se réinventer en agence 2.0 ? Comment équilibrer la charge de travail entre les agences et les centres dappels afin de maximiser leur efficacité ? Téléchargez dès maintenant notre livre blanc gratuit pour découvrir comment Genesys permet aux banques de détail daméliorer lexpérience de leurs clients. Au sommaire : Vers une expérience client fluide et homogène, quel que soit le canal utilisé – web, mobile ou visite en agence Accès des conseillers en agence au "contexte" de toutes les interactions du client avec la banque, tous canaux confondus Mise en contact des clients importants avec leur conseiller personnel, quels que soit le lieu et le canal choisi par le client Optimisation de lutilisation des effectifs par une répartition des interactions à distance entre les agences et le centre dappels [mktoform cta_header="Téléchargez le livre blanc !" cta_button="Envoyer" landing_id="46026" cid_id="701U0000001fNyo"] [this_page_title] [cutoff co_thick="2px"]Dans un monde de la banque caractérisé par une concurrence de plus en plus exacerbée, la satisfaction des clients est devenue une priorité. Avec la diversification du secteur et l’arrivée de nouveaux entrants, les clients n’ont jamais eu un tel embarras du choix. Dans ce contexte, les communications omnicanal peuvent vous aider à dynamiser vos ventes tout en améliorant la satisfaction de vos clients. Mais dans la pratique, le déploiement de l’omnicanal n’est pas toujours une chose simple – ce d’autant plus que les clients s’attendent à une continuité de service d’un bout à l’autre de leur parcours. Téléchargez notre eBook spécial Banques pour découvrir : Comment déployer une solution de communications omnicanal intégrées Comment capitaliser sur les réseaux sociaux Comment offrir une expérience client fluide en 5 étapes [mktoform cta_button="ENVOYER" landing_id="46032" cid_id="701U0000001fNzD"] [this_page_title] [cutoff co_thick="2px"]Dans un secteur des voyages, du tourisme et des loisirs marqué par une concurrence acharnée, la qualité des interactions clients joue un rôle capital dans leur fidélisation. Soyons clairs : seules les entreprises capables d’offrir une expérience homogène d’un bout à l’autre du parcours client, sur lensemble des canaux et points de contact, parviendront à convertir leurs prospects en clients fidèles. Téléchargez cet eBook et découvrez : Le rôle clé de l’expérience client dans l’augmentation du chiffre d’affaires et la satisfaction client Les 5 leviers essentiels d’une expérience client fluide L’importance de ces 5 leviers pour garantir une expérience client homogène dans le monde entier [mktoform cta_button="ENVOYER" landing_id="46596" cid_id="701U0000001fPUg"] [this_page_title] [cutoff co_thick="2px"]Les sites web et applications mobiles sont devenus des canaux commerciaux incontournables, en même temps que des vitrines de la marque. Vous savez sûrement que la plupart des clients passent par plusieurs canaux pour formuler une même demande. Mais saviez-vous que la majorité des parcours débutent par un simple clic ou un “tap”, plutôt que par un appel téléphonique ?1 Les entreprises ont bien compris la nécessité d’offrir à leurs clients une expérience digitale fluide et conviviale. En témoignent ces chiffres : pas moins de 88 % des entreprises ont déjà amorcé leur transformation digitale et 42% investissent dans de nouveaux canaux digitaux pour améliorer leur service client. Découvrez cet eBook pour en savoir plus.[mktoform cta_header="Téléchargez l’eBook" cta_button="Téléchargez l’eBook" landing_id="60330" cid_id="701U0000001fNMa"] GUIDE DE BONNES PRATIQUES [this_page_title] Votre IVR nuit-il à la relation avec vos clients ? La réponse dans notre quiz. [cutoff co_thick="2px"]Quand vos clients vous appellent, votre serveur vocal interactif (IVR) est-il plus un problème qu’une solution ? Vos clients sont-ils satisfaits ou mécontents à l’issue de leurs interactions ? Comme chacun sait, un client heureux est un client fidèle. Or, pour offrir une expérience de qualité, votre IVR doit pouvoir identifier les motifs de lappel du client, accéder aux informations de son profil et appliquer des règles qui permettront une personnalisation plus poussée de cette expérience. Et vous, votre IVR est-il un point de blocage ou un levier de satisfaction ? Pour en avoir le cœur net, répondez aux 10 questions de notre quiz.[mktoform cta_header="Inscription" cta_button="Envoyer" landing_id="48917" cid_id="701U0000001Y7XF"] EBOOK [this_page_title] Acteurs du Retail : capitalisez sur votre expérience client [cutoff co_thick="2px"]Le shopping 24h/7j sur Internet a un impact considérable sur votre relation client. Saviez-vous par exemple quune option de chat en ligne pouvait tripler les taux de conversion dans certains cas ? Lheure est venue de remettre à plat la stratégie de votre centre de contacts. Découvrez dans notre guide pratique le nouveau rôle du centre de contacts dans l’amélioration de la qualité de votre expérience client et de vos résultats. Au sommaire : Les synergies entre environnements physiques et digitaux Les solutions aux abandons de paniers Les cinq leviers d’une meilleure expérience client [mktoform cta_button="ENVOYER" landing_id="52695" cid_id="7010B000001YGqh"] [this_page_title] [cutoff co_thick="2px"]Qui dit agents inefficaces dit clients insatisfaits, ventes en baisse, voire entreprise en danger. Heureusement, il existe plusieurs moyens de réduire cet impact.[mktoform cta_button="ENVOYER" landing_id="53923" cid_id="7010B000001YN9U"] POUR UNE VISION CLAIRE DE L'IOT-CX [this_page_title] Vers une expérience client et une proposition de valeur centrées sur l’IoT [cutoff co_thick="2px"] L'analyste Frost & Sullivan a récemment enquêté auprès de 500 professionnels européens de l'expérience client (CX). L’objectif ? Connaître leur approche de l’expérience client et leur perception du rôle que l'Internet des objets (IoT) peut y jouer. Fait intéressant, plus de 60 % des sondés conviennent que l'IoT aura des retombées positives sur l'expérience client, principalement en termes de chiffre d’affaires et d'image de marque. Pourtant, plus de 50 % admettent qu'il est difficile de traduire le concept d'IoT en une stratégie d'expérience client claire et tangible. Ce livre blanc vous livre les principales conclusions de l'étude. Au sommaire : Réinventer l'expérience client autour de l'Internet des objets L'expérience client omnicanal : une valeur stratégique pour l'entreprise L'Internet des objets : du concept à la réalité Expérience client et IoT : halte aux idées reçues L'indice de préparation à l'expérience client orientée IoT Expérience client orientée IoT : une réalité et une priorité pour autonomiser vos clients et vos collaborateurs [mktoform cta_header="TÉLÉCHARGEZ" cta_button="TÉLÉCHARGEZ" landing_id="54994" cid_id="7010B000001YSsF"] Playbook de l’engagement client omnicanal [cutoff co_thick="2px"]L’expérience client connaît une transformation aussi rapide que profonde. Aujourdhui, les clients utilisent les canaux vocaux et digitaux – parfois en même temps. À tel point que les centres de contacts gèrent en moyenne neuf canaux de communication. Si les clients apprécient de pouvoir choisir entre plusieurs canaux, ils veulent aussi passer de lun à l’autre de la manière la plus fluide possible. Cet eBook vous invite à passer en revue les spécificités de lengagement client omnicanal et les besoins des entreprises qui exploitent des centres de contacts de moyenne et grande envergure, c’est-à-dire avec de 250 à plus de 5 000 agents. Au sommaire : Votre centre de contacts est-il réellement omnicanal ? Huit questions tests pour le savoir. Comment offrir une expérience client limpide et personnalisée sur vos canaux voix et digitaux Retour sur investissement et avantages métiers de l’engagement client omnicanal Success stories de lomnicanal : les cas Ticketmaster, Marks & Spencer et DNB [mktoform cta_header="Télécharger" cta_button="Télécharger" landing_id="55162" cid_id="701U0000001YBtwIAG"] Forrester Report 2017 Rapport Forrester 2017 sur les tendances du service client : Vers un opérationnel plus efficace et plus stratégique [cutoff co_thick="2px"]Vos clients ont une idée bien précise de ce qu’est une entreprise à l’écoute de leurs besoins. Pour leur offrir les expériences irréprochables qu’ils attendent, votre service client doit s’appuyer sur un opérationnel efficace. L’exploitation d’outils d’analytique et d’automatisation des processus vous permettra notamment d’améliorer vos décisions et d’augmenter la valeur vie client. Seul ce souci permanent du client se traduira par une plus grande fidélité à votre marque et une hausse soutenue de vos ventes. Dans un rapport signé Kate Leggett, Forrester Research a identifié 10 grandes tendances qui permettront aux professionnels de l’AD&D (Application Development and Delivery) de mieux accompagner les services clients dans leurs missions. Au sommaire : Les 10 grandes tendances à suivre pour une expérience client optimale Les clés d’une expérience différenciée et en phase avec les attentes des clients Les secrets d’une relation client plus forte dans un monde toujours plus tourné vers le digital et le self-service [mktoform cta_header="LIRE LE RAPPORT FORRESTER" cta_button="TÉLÉCHARGER" landing_id="57569" cid_id="7010B000001gHsh"] eBook [this_page_title] Homogénéisez l’expérience client au sein de votre centre de contacts [cutoff co_thick="2px"]Selon le rapport Aberdeen 2017 sur les tendances de l’expérience client et des centres de contacts, les entreprises optant pour une stratégie omnicanal connaissent une hausse de 25 % de leur CA annuel et une baisse de 55 % des plaintes des clients. Téléphone, e-mail, réseaux sociaux... les entreprises qui souhaitent se démarquer doivent offrir un service client homogène et efficace sur tous les canaux. Dans cet eBook consacré aux PME, vous découvrirez comment Gérer les attentes des clients dans un monde ultra-connecté Offrir à vos agents les bons outils pour déployer un service client multicanal homogène Déployer des expériences clients de qualité avec une solution tout-en-un de centre de contacts dans le cloud [mktoform cta_header="EBOOK GRATUIT" cta_button="EN SAVOIR PLUS" ar_status="dynamic" cid_id="7010B000001gJGj"] [this_page_title] [cutoff co_thick="2px"]Intuitive, simple à utiliser et rapide à déployer, PureCloud by Genesys est une solution unifiée dengagement client et de collaboration interne. Notre solution est spécialement conçue pour garantir des expériences clients fluides, homogènes et personnalisées. Avec la solution primée PureCloud by Genesys, les entreprises disposent dune puissante plateforme de centre de contacts dans le cloud pour : Communiquer avec leurs clients, gérer les tâches et observer les tendances depuis un environnement centralisé Fournir à leurs agents des informations de qualité en temps réel Renforcer leur compétitivité Pour en savoir plus sur la richesse des fonctionnalités PureCloud, téléchargez notre livre blanc.[mktoform cta_header="LISEZ NOTRE LIVRE BLANC" cta_button="TÉLÉCHARGER" landing_id="58699" cid_id="7010B000001gJHD"] eBook [this_page_title] [cutoff co_thick="2px"]C’est un fait : portée par les attentes de la génération Y, votre clientèle se fait de plus en plus exigeante. Aujourd’hui, vos clients recherchent simplicité, rapidité et homogénéité dans tous leurs échanges avec votre entreprise, quel que soit le mode de communication choisi. Au lieu d’attaquer le problème de front, les entreprises ont tenté d’adapter leurs systèmes vieillissants par lajout graduel de nouveaux canaux (et logiciels). Or, cette approche a donné naissance à un monstre à la Frankenstein, sorte de centre de contacts poussif à la mécanique mal huilée. Il est temps de décortiquer cette structure, outil par outil, processus par processus, pour mieux en déterminer les limites. Dans cet eBook, vous découvrirez comment : Garder une longueur davance avec un centre de contacts dans le cloud Offrir des expériences parfaitement fluides sur divers canaux (voix, mobile, web, e-mail et réseaux sociaux...). Donner à vos agents les outils indispensables pour répondre aux attentes de clients toujours plus exigeants. [mktoform cta_header="À LIRE DÈS AUJOURD'HUI" cta_button="EBOOK GRATUIT" landing_id="58687" cid_id="7010B000001gJJY"] eBook [this_page_title] [cutoff co_thick="2px"]Vos clients sont passés à l’heure du tout connecté. Ne manquez pas le coche. Conquérir de nouveaux clients tout en préservant la qualité de vos relations existantes demande un temps et une énergie considérables. Quand un client souhaite vous contacter, êtes-vous capable daller à sa rencontre sur le canal de son choix ? Dans un monde qui se digitalise, les entreprises doivent pouvoir communiquer avec le client où et quand bon lui semble : du téléphone aux réseaux sociaux, en passant par les SMS et le chat en ligne. Dans cet eBook, vous découvrirez : Comment aller à la rencontre du client dans un monde ultra-connecté Comment faciliter et augmenter lefficacité de vos opérations dengagement client Pourquoi migrer vers une solution de centre de contacts tout-en-un dans le cloud [mktoform cta_header="DEMANDEZ VOTRE EBOOK DÈS AUJOURD'HUI !" cta_button="EBOOK GRATUIT" ar_status="dynamic" cid_id="7010B000001gJGy"] eBook [this_page_title] [cutoff co_thick="2px"]Nous avons interrogé des analystes et leaders du secteur sur les orientations de l'engagement client pour 2017 et les années à venir. Verdict : cinq grandes tendances promettent de redéfinir l’expérience client, portées aussi bien par des technologies innovantes (IoT, bots…) que par d’anciens concepts fraîchement revisités. À découvrir dans cet eBook : Les cinq tendances qui promettent de réinventer l'expérience client Comment exploiter le machine learning pour détecter les tendances et comportements récurrents, et ainsi bâtir une expérience client de haute qualité Comment pérenniser son centre de contacts et s’adapter à l'évolution des attentes clients [mktoform cta_header="EBOOK GRATUIT" cta_button="LIRE L’EBOOK" landing_id="58683" cid_id="7010B000001gJUH"] Rapport Ovum [this_page_title] Comparez le TCO sur cinq ans de divers déploiements technologiques [cutoff co_thick="2px"]Faut-il opter pour un centre de contacts sur site ou dans le cloud ? Ici, une comparaison des TCO fournit généralement un éclairage précieux. Dans son rapport, Ovum a trouvé que pour un centre de contacts de 50 postes, une plateforme cloud standard réduit le TCO denviron 150 000 $ la 1re année. Sur cinq ans, ce chiffre peut même grimper jusquà 300 000 $. Au sommaire de ce rapport Ovum : Tour dhorizon des modèles de déploiement selon la taille des centres de contacts et leurs contraintes en termes dencombrement Retour sur les avantages de rapidité des systèmes cloud, qu’il s’agisse de les déployer ou de monter/descendre en charge pour répondre à l’évolution constante des besoins Zoom sur le cloud et l’accélération du cycle dinnovation [mktoform cta_header="ACCÉDEZ AU RAPPORT OVUM" cta_button="TÉLÉCHARGER LE RAPPORT" landing_id="58991" cid_id="7010B000001gJJn"] Rapport Forrester [this_page_title] [cutoff co_thick="2px"]Dans un paysage concurrentiel exacerbé, pouvoir communiquer avec le client sur le canal de son choix est une exigence cruciale. Avec un centre de contacts dans le cloud, vous disposez d’une plateforme agile pour concentrer vos efforts sur le service client, et non plus sur les technologies. De leur côté, les logiciels de gestion des interactions de centre de contacts (CCIM) poursuivent leur évolution vers des suites intégrées, disponibles en mode SaaS. Au sommaire de ce rapport Forrester : Pourquoi les centres de contacts dans le cloud sont de plus en plus indispensables Comment surmonter la résistance au changement des solutions CCIM Quelles attentes faire peser sur votre fournisseur de centre de contacts dans le cloud [mktoform cta_header="ACCÉDEZ AU RAPPORT FORRESTER" cta_button="LIRE LE RAPPORT" landing_id="58983" cid_id="7010B000001gJeA"] RAPPORT FROST & SULLIVAN [this_page_title] Simplicité et performance : ou pourquoi les PME ont tout à gagner du cloud [cutoff co_thick="2px"]Pour prendre de revers leurs concurrents de plus grande taille, les PME peuvent miser sur un atout de taille : l’offre d’une expérience client irréprochable. Les dirigeants actuels le savent bien. Au moindre désagrément, leurs clients n’hésiteront pas à toquer chez la concurrence. Ils savent également que les consommateurs attendent des entreprises qu’elles viennent sur leur terrain – que ce soit par le biais des réseaux sociaux, des appareils mobiles ou dautres canaux plus traditionnels. Téléchargez ce rapport pour découvrir comment : Déployer des expériences clients omnicanal avec un modèle cloud Donner à vos agents les moyens doffrir des expériences clients irréprochables Capitaliser sur une solution de centre de contacts tout-en-un dans le cloud [mktoform cta_header="ACCÉDEZ AU RAPPORT FROST & SULLIVAN" cta_button="LIRE LE RAPPORT" landing_id="58987" cid_id="7010B000001gJeP"] MIT Technology Review [this_page_title] Transformation de l'experience client: projection dans l'univers des tendances les plus performantes [cutoff co_thick="2px"]Les solutions de centres de contacts dans le cloud (ou solutions CCaaS) offrent des fonctionnalités semblables à celles des infrastructures de centres de contacts et d’appels sur site. Seule différence notoire : elles sont fournies sous forme de service et reposent sur un modèle de paiement mensuel. Au sommaire de ce rapport : Forces et faiblesses à intégrer dans votre évaluation des fournisseurs de solutions de centres de contacts dans le cloud Classement des 10 grands fournisseurs de centres de contacts cloud dans les quatre catégories du Gartner MQ : leaders, challengers, visionnaires et acteurs niche Pourquoi Interactive Intelligence, une entreprise Genesys, s’est classée parmi les leaders 2 années consécutives [mktoform cta_header="ACCÉDER AU RAPPORT" cta_button="ACCÉDER AU RAPPORT" landing_id="61011" cid_id="7010B000001SHww"] [this_page_title] [cutoff co_thick="2px"]La plupart des solutions de centres de contacts sont actuellement structurées en silos. Voix, chat, e-mails, web, mobiles, réseaux sociaux... tous leurs canaux sont gérés de façon cloisonnée. Côté clients, cette approche fragmentée de l’engagement client se traduit par un mécontentement et une débauche d’efforts considérable. Côté entreprise, elle se solde par un manque à gagner et une baisse de l’efficacité opérationnelle. Dans l’ère de la transformation digitale et de l’évolution permanente des exigences des consommateurs, seule une technologie efficace de conceptualisation et d’orchestration de l’engagement client vous permettra de répondre aux besoins de vos clients comme aux vôtres. Vos clients ne veulent ni avoir à se répéter, ni avoir à entendre des discours contradictoires de votre part. ​Pour les fidéliser à votre marque, vous devrez trouver une plateforme d’expérience client qui se démarque et vous démarque de la concurrence. Cet eBook vous invite à passer en revue les cinq fonctionnalités incontournables de votre plateforme d’expérience client pour vous aider à franchir un nouveau cap dans l’engagement client.[mktoform cta_header="Téléchargez l’eBook" cta_button="Téléchargez l’eBook" landing_id="60326" cid_id="7010B000001SFOd"] [this_page_title] [cutoff co_thick="2px"]Cet eBook vous invite à faire le point sur les dix idées reçues autour de l’omnicanal. Au terme de votre lecture, vous saurez pourquoi l’engagement client omnicanal est votre meilleure carte pour déployer des expériences clients irréprochables. Certains mythes sont fondés sur des informations partiellement ou totalement erronées. D’autres s’érigent comme des barrières a priori infranchissables. En réalité, un examen attentif montre qu’il est possible de franchir, voire d’éliminer chacun de ces obstacles.[mktoform cta_header="Téléchargez l’eBook" cta_button="Téléchargez l’eBook" landing_id="60338" cid_id="7010B000001SFOs"] eBook [this_page_title] [cutoff co_thick="2px"]Avant d’appeler votre centre de contacts, la plupart des clients actuels auront déjà ou seront en train de visiter votre site web. Et pour eux, l’agent d’assistance devra le savoir au moment de prendre l’appel et ainsi leur offrir une expérience personnalisée. En d’autres termes, l’agent devra disposer d’un historique complet de leurs interactions. Or, de nombreuses entreprises peinent à relier tous ces points de contact. De fait, elles se retrouvent incapables d’offrir une expérience homogène sur tous les canaux, possible uniquement lorsque les agents disposent d’une visibilité complète sur les parcours des clients. Posez-vous deux questions. Votre infrastructure est-elle assez flexible pour prendre en charge de nouveaux canaux d’engagement client ? Intégrez-vous facilement de nouveaux canaux (vidéo, réseaux sociaux, SMS) à cette infrastructure ? Cet eBook explique comment résoudre ces problématiques et poser les bases d’une infrastructure capable de relever les défis de demain[mktoform cta_header="Téléchargez l’eBook" cta_button="Téléchargez l’eBook" landing_id="60334" cid_id="7010B000001SFOn"] Vidéo Demo Genesys Cloud [this_page_title] [cutoff co_thick="2px"]Vos relations clients sont compliquées ? Cela na rien dune fatalité. Il existe une solution simple et pérenne pour connecter votre entreprise, vos clients et vos salariés. Vous sortirez ainsi définitivement de limbroglio des outils et canaux multiples, complexes, coûteux et frustrants à gérer au sein d’un call center. Genesys Cloud simplifie vos relations clients et vous offre la visibilité nécessaire pour des échanges fluides sur lensemble de vos canaux. Plateforme cloud tout-en-un la plus avancée du marché, Genesys Cloud centralise les canaux chat, téléphone, e-mail et réseaux sociaux dans une interface claire et simplifiée. Tous vos outils, canaux, clients et salariés sont connectés sur une seule et même plateforme Vos collaborateurs sont plus épanouis car ils possèdent les bons outils pour offrir une expérience client de qualité Vous renforcez vos relations clients pour accélérer la croissance de votre centre de contact Pour en savoir plus sur Genesys Cloud, visionnez notre démo de 5 minutes.[mktoform cta_header="Voir la vidéo" cta_button="Découvrir la Démo" landing_id="62611" cid_id="7010B000001SQiN"] [this_page_title] Enclenchez la transition en toute confiance [cutoff co_thick="2px"]Alors que les plateformes cloud gagnent en maturité, les entreprises sont de plus en plus ouvertes à lidée d’y migrer leurs systèmes critiques. Pour réduire leurs coûts bien sûr, mais aussi pour devenir plus agiles et plus évolutives. Comment concrétiser toutes ces promesses ? Et surtout, quelles sont les actions à engager pour enclencher l’inévitable migration de votre centre de contact ? Sachant qu’un parcours client de qualité commence par le choix du bon partenaire, en savez-vous suffisamment sur les différents fournisseurs sur les rangs pour prendre une décision éclairée ? Quels sont les besoins et contraintes de votre entreprise ? Quelles fonctionnalités propose votre fournisseur ? Vos cultures sont-elles compatibles ? Notre eBook vous invite à découvrir les 10 critères essentiels de sélection de votre partenaire pour réussir la migration de votre centre de contact dans le cloud.[mktoform cta_header="EBOOK GRATUIT" cta_button="TÉLÉCHARGER MAINTENANT" landing_id="63133" cid_id="7010B000001SUUc"] [this_page_title] [cutoff co_thick="2px"]Sur site, dans le cloud, configuration hybride ? Pour déterminer le modèle de déploiement le plus adapté à votre centre de contact, l’analyse des critères économiques peut vous mettre sur la bonne voie. Il y a encore quelques années, bon nombre d’entreprises doutaient de la viabilité du cloud, notamment pour leurs centres de contact et autres systèmes critiques. Entre temps, le cloud a gagné en maturité. Aujourd’hui, les plateformes hébergées sont plus flexibles, plus sécurisées et mieux réglementées, le tout pour un TCO plus attrayant que jamais. Face à cette nouvelle donne, un nombre croissant d’entreprises franchissent le pas. Découvrez dans notre eBook les multiples critères à prendre en compte dans le choix du déploiement le plus approprié pour votre centre de contact : Taille du centre de contact et exigences opérationnelles, comme la gestion des parcours clients Nombre et localisation géographique des centres de contact Besoins structurels (évolutivité, maintenance, rapidité de déploiement...) [mktoform cta_header="EBOOK GRATUIT" cta_button="TÉLÉCHARGER MAINTENANT" landing_id="63104" cid_id="7010B000001SUVV"] [this_page_title] [cutoff co_thick="2px"]Le défi du poste de travail unifié n'a rien d'un obstacle infranchissable. En unifiant les dizaines d'applications qu'utilisent les agents de votre centre de contacts, vous disposerez d'une information centralisée, passage obligé vers des expériences clients de meilleure qualité. Le poste de travail tout-en-un s'inscrit non seulement au cœur de l'entreprise digitale centrée sur le client, il forme également l’un des grands axes d'une stratégie plus large d'engagement omnicanal. Enfin, une solution de poste de travail unifié doit répondre à vos besoins présents tout en relevant vos défis futurs. À découvrir dans notre eBook : Comment profiter d'une vue consolidée sur l’information pour façonner des parcours clients « sans faute » Comment doter ses agents des bons outils tout en répondant aux préférences des clients et aux objectifs de l'entreprise Les avantages du poste de travail tout-en-un dans le cadre dune stratégie omnicanal [mktoform cta_header="EBOOK GRATUIT" cta_button="TÉLÉCHARGER MAINTENANT" landing_id="63116" cid_id="7010B000001SUUr"] [this_page_title] [cutoff co_thick="2px"]Guide pratique de la modernisation des centres de contact Votre guide indispensable pour évaluer et sélectionner les solutions de centre de contacts de nouvelle génération, vecteur d'une expérience client d'exception Qu'est-ce qu'un centre de contacts de nouvelle génération ? Sur site comme dans le cloud, un centre de contacts de nouvelle génération a d’abord pour mission d’offrir une meilleure expérience à vos clients. Le processus de modernisation s'articule autour d'un objectif principal : interagir avec vos clients sur les canaux de communication de leur choix. Mais la transformation n'a dintérêt que si elle vous donne un avantage concurrentiel décisif. Et cela passe obligatoirement par une expérience omnicanal homogène, fluide et personnalisée à travers toutes vos interactions (du self-service au service assisté). En clair, la modernisation de votre centre de contacts apparaît aujourd'hui comme un impératif absolu. Optez pour un centre de contacts de nouvelle génération si vous souhaitez : Améliorer la satisfaction de vos clients Réduire vos coûts Stimuler votre croissance Engager vos collaborateurs Pour savoir comment déployer des expériences omnicanal, personnaliser vos interactions et tracer des parcours clients sur mesure, téléchargez gratuitement votre eBook.[mktoform cta_header="EBOOK GRATUIT" cta_button="TÉLÉCHARGER MAINTENANT" landing_id="63112" cid_id="7010B000001SUV6"] [this_page_title] [cutoff co_thick="2px"]Et si le cloud pouvait améliorer radicalement votre expérience client, vos opérations et vos résultats ? De nombreuses entreprises bénéficient déjà des avantages du cloud pour leurs centres de contact. Cet e-book s’intéresse aux deux profils types de centres de contact de petite taille : les centres de petites entreprises indépendantes, et les petites structures rattachées à une grande entreprise. Vous y découvrirez les principales conclusions d’une étude indépendante qui vous donnera tous les arguments en faveur dune migration de votre plateforme de communications clients vers le cloud. En misant sur la bonne solution, votre entreprise aura accès à des outils autrefois réservés aux grandes entreprises, à des tarifs abordables. Mieux encore, vous pourrez amortir votre investissement en seulement trois mois ! Téléchargez cet eBook pour découvrir : Comment calculer le ROI et les délais de rentabilisation de différents profils de petits centres de contact Les critères de sélection d’un fournisseur cloud Comment venir à bout des trois idées reçues autour du cloud [mktoform cta_header="DEMANDER L’EBOOK" cta_button="TÉLÉCHARGER MAINTENANT" landing_id="63445" cid_id="7010B000001SViG"] [this_page_title] [cutoff co_thick="2px"]Même si tout le monde déclare être « dans le cloud », la plupart des responsables IT admettent que tous les clouds ne se valent pas. Si bien quau moment d’évaluer une solution de centre de contacts dans le cloud pour votre entreprise, vous devrez pouvoir faire la distinction entre une véritable application Cloud 2.0 et un logiciel traditionnel, et ce pour toutes les fonctionnalités essentielles à intégrer à votre cahier des charges. Téléchargez cet eBook pour découvrir : Comment un véritable modèle Cloud 2.0 dépasse largement les générations précédentes en termes de fiabilité, dévolutivité, de flexibilité et de sécurité Les avantages d’une plateforme bâtie sur une architecture de microservices Comment vous développer sans contrainte grâce à une plateforme de centre de contacts dans le cloud conçue pour évoluer à votre rythme [mktoform cta_header="DEMANDER L’EBOOK" cta_button="TÉLÉCHARGER" landing_id="63434" cid_id="7010B000001SViL"] Document exclusif Genesys se classe parmi les leaders de la Matrice décisionnelle Ovum : comment sélectionner une solution de centre de contact multicanal dans le cloud ? Jamais le choix dun centre de contact omnicanal dans le cloud na été aussi facile [cutoff co_thick="2px"] Sur un marché des centres de contact cloud aussi vaste que changeant, il est souvent difficile de trouver la solution adaptée à votre entreprise. C’est pourquoi Ovum a conçu un outil intitulé « Matrice décisionnelle Ovum : comment sélectionner une solution de centre de contact omnicanal dans le cloud ». Ce document a pour but de dresser un comparatif des grands acteurs de ce marché sur la base de leurs fonctions de routage des appels voix et de service client omnicanal. Vous y découvrirez comment Genesys s’est imposé parmi les leaders grâce à des solutions pour les entreprises de toutes tailles et de tous secteurs à travers le monde. Au sommaire de la Matrice décisionnelle Ovum : Comparatif des plateformes technologiques des différentes solutions de centre de contacts dans le cloud Évaluation des capacités des fournisseurs dans les domaines de la gestion des interactions clients omnicanaux et de l’analytique des données clients et d’entreprise Identification de l’impact de chaque fournisseur sur le marché et des atouts qui valent à Genesys sa position de leader [mktoform cta_header="ACCÉDEZ À LA MATRICE DÉCISIONNELLE OVUM" cta_button="Télécharger" landing_id="62609" cid_id="7010B000001SQiI"] UNE RÉFLEXION MENÉE PAR ALTIMETER POUR GENESYS [this_page_title] [cutoff co_thick="2px"]Lécart entre le client traditionnel et le client numérique sélargit. Les technologies nécessaires au déploiement d’une expérience client (CX) omnicanal simple et efficace s’avèrent très différentes de celles utilisées pour un service client traditionnel. Or, une expérience client nouvelle génération passe par la transformation numérique. Autrement dit, votre investissement CX peut faire toute la différence entre un service vecteur d’avantage concurrentiel et une prestation hors sujet. Dans ce rapport, Brian Solis, analyste numérique et futurologue, dresse un inventaire sans concession des problématiques et solutions liées à la transformation numérique, avec en conclusion la checklist indispensable de votre transformation numérique. À télécharger de toute urgence.[mktoform cta_header="Télécharger" cta_button="Envoyer" cid_id="701U0000000lxEZ" landing_id="65421"]
h1|Restez informé des dernières avancées en matière de centre de contact et d’expérience client
h2|Featured resources
h3|Plan expérience client
h4|Notre technologie Notre approche Capacités Products L’atout Genesys Notre société Nous sommes là pour vous aider Explorer Genesys a obtenu de bons résultats dans le classement 2020 des fonctionnalités essentielles CCaaS Gartner Magic Quadrant 2020 sur le CCaaS Le centre de contact optimisé par l’IA Les trois grandes tendances en matière de service client en 2021 : l’excellence du service client après la pandémie Prévisions 2021 : assistance et services client CRM Adoptez une nouvelle perspective en matière d’expérience des collaborateurs Huit raisons pour lesquelles vous avez besoin d’un enregistrement de centre de contact de qualité 7 promesses de sécurité que votre centre de contact doit tenir Guide de l’acheteur 2021 pour les centres de contact Développez des agents hautement performants grâce à une formation moderne Genesys a obtenu de bons résultats dans le classement 2020 des fonctionnalités essentielles CCaaS 7 façons de fournir un service client numérique de premier plan Guide de gestion du changement dans votre centre de contact Cartographie des parcours et rôle de l’engagement prédictif Genesys Cloud: La solution de centre de contact tout-en-un sécurisée La checklist d’une solution de chat Cartographie de parcours : suivez les moments les plus importants Six raisons pour lesquelles Genesys Cloud est la plateforme qu’il vous faut Three ways bots improve customer experience Boostez les ventes sur votre site Web Gartner Magic Quadrant 2020 sur le CCaaS Le centre de contact optimisé par l’IA Améliorez l’expérience client avec 7 fonctionnalités optimisées par l’IA Trois avantages de l’IA pour l’expérience des collaborateurs Connexion de systèmes tiers à l’expérience client Dix façons dont l’IA améliore l’expérience client Rapport Forrester Wave : fournisseurs de centre de contact en tant que service (CCaaS), 3e trimestre 2020 Quand le retail réinvente son experience client Baromètre de la relation client Kit de réussite IA du Centre de contact Genesys et Google Cloud : exploiter l’intelligence artificielle dans les centres de contact Frost Radar ™: marché européen du centre de contact en tant que service, 2020 Une approche éprouvée pour la migration de votre centre d’appel sur site Comment offrir une expérience client dans les années 2020 Expérience client & Cloud Dépenser de l’argent pour en gagner. Quatre entreprises qui ont réussi dans le domaine de l’expérience client. Meilleures pratiques en matière de service client Sept meilleures pratiques pour encourager la fidélité des clients État des lieux de l’IA dans le monde : promesse, réalité et rôle de l’IA et du partage de données Checklist pour identifier la solution d’expérience client qui vous correspond Genesys Cloud Security Étude IDC : Libérer le pouvoir de transformation de l’AI pour les centres de contact avec Google Cloud et Genesys Migrez votre centre de contact sur le cloud en toute confiance Transformez votre vision de l’omnicanal en expérience client réussie La checklist essentielle pour les clients sur site de Genesys qui effectuent la transition vers le cloud Douze signes indiquant que vous êtes prêt à passer à un centre de contact dans le cloud Gartner Magic Quadrant 2019 des infrastructures de centres de contact « as-a-Service », Amérique du Nord Nouveau Genesys Cloud Genesys Connect Innovations Genesys Engage Innovations Genesys Cloud Innovations Nemertes Business Value Analysis Comparatif mondial des éditeurs de centres de contact L’expérience client en levier de compétitivité Saisonnalité du centre d’appel: comment transformer challenge en opportunité Argumentaire en faveur d’une modernisation du centre de contact Centre de contact : éliminez le risque d’obsolescence technologique et inventez l’expérience client de demain Total Economic Impact™ de Genesys Cloud Migration prescriptive de Genesys : L’art de la simplicité, la preuve par le ROI Centre d’appel : les éléments essentiels à la consolidation Playbook de la migration des technologies de centres d’appel Coca-Cola : La recette secrète d’un meilleur support client [Press Release] Le Cloud, acteur suprême de la croissance de Genesys Retail : les 10 grandes tendances de l’expérience client Service client : les trois grandes tendances de 2019 – plus l’IA menace l’emploi, plus le métier d’agent est valorisé Vidéo – Centre de Contact Genesys Cloud Omnichannel Retail – 6 étapes vers la modernisation de votre centre de contact Dossier RETAIL Tendances 2019 : le client de demain ne fera plus ses courses dans les enseignes d’aujourd’hui Proximité et personnalisation—Centre de contact: les 3 étapes de la fidélisation client Retail: 10 façons d’améliorer votre centre de contact Technologie et retail: les 5 tendances qui façonnent le centre de contact de demain MIT Global Research: Agents et bots : entre tensions et opportunités Genesys parmi les leaders du classement Forrester Wave™ des centres de contact dans le cloud Infographie – Interfaces Conversationnelles Saga–De la CX au menu du G-Summit Paris 2018 AI et IOT au cœur de Vivatech 2018 Genesys contribue au développement d’un plan d’évolution du centre de contacts et à la refonte des processus métiers de SPB L’effet transformateur des technologies sur les points de contacts des clients Quelle est la meilleure solution d’engagement omincanal pour vous ? Infographie spéciale Grande Distribution de Genesys Solution Genesys de Centre d’Engagement Omnicanal Relevez le défi de l’omnicanal grâce à Genesys Résumé du G-Summit Paris du 17 novembre 2016 Video Analyse et reporting avec les solutions Genesys Video Solutions Cloud de Genesys Video solutions & exemples d’intégration des solutions Omnicanal de Genesys Genesys Cloud : Déployez des expériences clients de nouvelle génération dans le cloud Faites de chaque interaction le moment d’une expérience client de nouvelle génération Genesys Connect: Simplifiez le déploiement d’une expérience client de nouvelle génération Brochure entreprise Genesys Infographie – Multicanal, Omnicanal, Multimodal? En 2018 adoptez une stratégie omnicanale pour une meilleure relation client Futur de la Relation Client : les 6 pépites repérées par Genesys AI + Human Touch = Blended AI Fluidifier le parcours client – un entretien exclusif sur l’expérience client chez Emirates Airline Mapping des parcours : une expérience irréprochable passe par une approche orientée client Les 5 fonctionnalités indispensables d’une plateforme d’expérience client Améliorez l’efficacité de vos agents sur tous vos processus métiers Préparez vos équipes à la révolution omnicanal Les bonnes pratiques d’une expérience omnicanal homogène Créez l’agence bancaire de demain Optimiser l’expérience client Cap sur une expérience client d’exception Les sept étapes du service client digital de nouvelle génération Votre serveur vocal interactif fait-il fuir vos clients ? Des solutions pour améliorer l’expérience shopping TOP 10 des stratégies de modernisation des processus WFO Étude Frost & Sullivan : Réarticuler l’expérience client autour de l’Internet des objets The Omnichannel Customer Engagement Playbook Rapport Forrester 2017 sur les tendances du service client Stratégie omnicanal – Un must pour l’expérience client dans les centres de contacts PureCloud en levier de compétitivité S’adapter à la nouvelle génération de clients L’engagement client à l’ère du tout connecté Cinq tendances technologiques qui révolutionnent l’expérience client Comparaison du TCO des plateformes de centre de contacts sur site et dans le cloud Service client – Les centres de contacts dans le cloud en levier d’agilité Offrez-vous à vos clients une expérience irréprochable ? Rapport MIT : Vers l’entreprise emblématique Toutes les expériences clients ne se valent pas Top 10 des idées reçues sur l’engagement client omnicanal Cinq impératifs de l’expérience client à l’ère du tout digital Découvrez comment Genesys Cloud simplifie la relation client Centre de contact dans le cloud – Les 10 critères essentiels d’une migration réussie Centre de contact dans le cloud – Considérations économiques Centre de contact : relever le défi du poste de travail unifié Guide pratique de la modernisation des centres de contact La vérité sur le cloud pour les petits centres de contact Toutes les plateformes de centre de contact ne se valent pas Genesys se classe parmi les leaders de la Matrice décisionnelle Ovum Réinventer l’expérience du client connecté dans l’ère du numérique Assistance en direct Assistance en direct
h5|Que peut-on faire pour vous aider aujourd'hui?
sp|Impact du COVID-19. +33 (0)1 41 10 17 17 +33 (0)1 41 10 17 17 | | |
pa|Choisissez la plateforme de centre de contact conçue pour des innovations rapides, idéale pour les entreprises de toutes tailles et de tous secteurs. Nous innovons constamment. Découvrez nos dernières nouveautés en matière d’expérience client et employé. Découvrez comment les solutions Genesys respectent les normes de sécurité en vigueur et en dépassent même les attentes. Explorez les nouvelles technologies grâce à notre AppFoundry. Développez vos fonctionnalités sans avoir recours à une API. Aucune programmation n’est requise. Consultez les experts et obtenez les outils nécessaires pour effectuer une migration cloud-to-cloud fluide. Profitez d’une transition vers le cloud sans heurt grâce à notre expérience et à notre expertise, alliées à un programme personnalisé. Franchissez un nouveau cap dans votre expérience Genesys. Découvrez toutes les possibilités. Gérez votre centre de contact avec un logiciel facilitant l’expérience client. Equipez votre centre de contact avec l'IA de Genesys et bénéficiez d'expériences personnalisées à grande échelle. Concevez un centre d’appel personnalisé grâce à nos applications et intégrations. Entretenez-vous avec vos clients directement sur leurs applications de messagerie préférées. Offrez à vos clients une assistance en libre-service 24 h/24, 7 j/7 grâce à l’automatisation intelligente. Créez des bots dotés d’une meilleure compréhension du langage naturel, pour offrir un libre-service intelligent à vos clients. Alimentez la conversation à partir de votre site Web grâce au tchat en direct, et résolvez les problèmes en temps réel. xploitez la puissance de vos données grâce au routage prédictif. Élaborez des expériences profondément connectées grâce à une solution transparente de centre de contact tout-en-un. Offrez des expériences de qualité supérieure et dirigez des processus de transformation numérique à toute échelle. Découvrez en quoi les agents du service client sont des héros du quotidien qui améliorent la vie des clients. Choisissez un partenaire dédié qui vous accompagne avant, pendant et après le déploiement. Célébrons ensemble les héros munis de casques audio, ces agents qui se surpassent au quotidien. Une communauté destinée à l’apprentissage continu et à l’innovation pour les professionnels de l’expérience client. Connectez-vous à vos clients par l’empathie Découvrez comment les solutions de centres d’appel et d’expérience client Genesys contribuent à la réussite des entreprises. Trouvez le partenaire Genesys adapté à vos besoins ou rejoignez notre réseau de partenaires. Nous serons à vos côtés pour vous aider à atteindre vos objectifs. Découvrez Genesys et apprenez pourquoi 11 000 entreprises du monde entier nous accordent leur confiance. Personnalisez votre centre de contact. Concevez la solution idéale grâce à notre outil interactif. Apprenez à servir vos clients là où ils se trouvent et à les guider dans des parcours plus productifs. Explorez diverses façons d’impliquer et de responsabiliser les membres de votre équipe, afin qu’ils apprécient leur travail d’aide aux clients à sa juste valeur. Optimisez votre technologie de gestion des expériences client pour atteindre vos objectifs et satisfaire vos clients. Développez et fidélisez votre clientèle grâce à une approche mixte des ventes, du marketing et de l’assistance. Notez la date de ces événements Genesys à venir, qu’ils soient virtuels ou en présentiel. Bénéficiez de perspectives fournies par des clients, des employés, des leaders d’opinion du secteur et plus encore. Visionnez et écoutez des ressources qui vous aideront à améliorer votre expérience client et à créer des occasions de réelle connexion. Découvrez les caractéristiques et fonctionnalités de Genesys Cloud grâce à notre Tour Intéractif. Demandez une démo Essai gratuit Concevez votre solution Demandez un devis Établissez des relations clients exceptionnelles grâce aux solutions d’engagement client de Genesys et laissez notre approche omnicanal unique alimenter votre croissance future. En connectant les interactions clients de tous les canaux vocaux et digitaux, vos clients profitent d’une expérience de service cohérente, fluide et personnalisée. Créez des campagnes de marketing plus ciblées qui attirent de meilleurs prospects. Donnez à vos commerciaux les informations dont ils ont besoin pour améliorer les taux de conversion. Avec Genesys, vous créez de nouvelles possibilités de revenus et vous améliorez la fidélité des clients tout en réduisant les coûts. Intégrez les technologies les plus récentes à votre plan de service client pour dépasser vos KPI et établir de meilleures relations avec les clients Tirez profit des données pour cibler avec précision les campagnes de marketing, convertir les prospects en clients et élever votre entreprise au niveau supérieur Une puissante plateforme engagement client vous donne les outils et les données appropriés et nécessaires pour transformer vos occasions de vente et vos prospects en réussites de vente Vos clients s’attendent à un service client personnalisé pour chaque interaction et sur l’ensemble des canaux. Les solutions Genesys résolvent les problèmes communs suivants : Approvisionnez votre réseau et boostez votre croissance avec les solutions marketing Genesys. Intégrez vos données marketing et ventes à l’aide d’un outil simple, agile et facile à utiliser. Avec Genesys, vous pouvez : Saisissez les opportunités en engageant le dialogue avec les prospects sur leur canal préféré et en augmentant rapidement le taux de conversion. Avec les solutions de vente Genesys, vous pouvez réunir les données d’engagement client en ligne et hors ligne pour : Intégrez les technologies les plus récentes à votre plan de service client pour dépasser vos KPI et établir de meilleures relations avec les clients Tirez profit des données pour cibler avec précision les campagnes de marketing, convertir les prospects en clients et élever votre entreprise au niveau supérieur Une puissante plateforme engagement client vous donne les outils et les données appropriés et nécessaires pour transformer vos occasions de vente et vos prospects en réussites de vente Chaque année, Genesys offre plus de 70 milliards d'expériences clients remarquables aux entreprises de plus de 100 pays. Grâce à la puissance du cloud et de l'IA, notre technologie met chaque interaction client entre les mains des équipes en charge du marketing, des ventes et du service client sur n'importe quel canal, tout en améliorant l'expérience des employés. Genesys est le pionnier des expériences en tant que service (Experience as a Service ) afin que les entreprises de toutes tailles puissent offrir une véritable expérience personnalisée à grande échelle, interagir avec empathie, susciter la confiance des clients et les fidéliser. Tout cela est rendu possible par Genesys Cloud , une solution tout-en-un et la plate-forme de centre de contact dans le cloud public leader du marché, conçue pour apporter innovation, évolutivité et flexibilité en toute rapidité. Copyright © 2021 Genesys. Tous droits réservés.
li|orientez les clients vers les ressources appropriées au premier contact pour plus d’efficacité et un meilleur taux de résolution au premier contact. proposez une expérience personnalisée, anticipez les besoins des clients et analysez leur parcours. harmonisez tous les canaux sur une plateforme unique, intégrez-la aux systèmes commerciaux existants, réalisez votre migration à votre rythme et laissez les utilisateurs professionnels ajuster leurs applications et leurs rapports. démarquez-vous grâce à des services simplifiés et personnalisés, avec des agents prêts à offrir le meilleur service possible. réaliser des acquisitions, des engagements, des montées en gamme ou des reconquêtes de façon plus efficace à l’aide de campagnes multicanal hautement ciblées ; exploiter les données précieuses des interactions clients grâce à un affichage unique de vos clients pour augmenter le taux de conversion ; hiérarchiser et distribuer automatiquement des occasions de vente en ligne en fonction de leur valeur et de leur ponctualité ; tirer profit des enregistrements d’interactions pour recueillir des données exploitables afin d’améliorer continuellement les campagnes, de vous concentrer sur les prospects à haute intention, d’approvisionner votre réseau et vos conversions et d’augmenter la valeur de la durée de vie du client. distribuer rapidement les prospects de valeur et rendre leurs données disponibles à vos commerciaux en temps réel lors de moments critiques ; utiliser l’engagement proactif au bon moment dans le parcours du client sur votre site Web ou votre application mobile ; surveiller le comportement des prospects et les contacter par messagerie instantanée en ligne ou lancer un rappel en fonction des règles d’engagement ; associer le meilleur commercial à chaque interaction et attribuer précisément chaque action à un résultat qui améliore les KPI.
st|Centre de contact : Expérience client : Informatique : Petites entreprises :
h1|Établissez de meilleures relations avec les solutions expérience client digitale
h2|Améliorez l’expérience client en marketing, ventes et services
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pa|Richiedi Una Demo Fai Una Prova Gratuita Contattaci Richiedi un preventivo Report di settore e-Book Report di ricerca e-Book Guida pratica Report di ricerca Article Article Article e-Book Article Article Article e-Book Checklist Report di settore Brochure Article e-Book Report di ricerca e-Book Report di ricerca e-Book Report di ricerca e-Book Guida pratica e-Book Report di ricerca Executive Brief Checklist White Paper e-Book e-Book e-Book Report di ricerca Tip sheet e-Book Report di ricerca Datasheet e-Book e-Book Report di settore Article e-Book Executive Brief e-Book e-Book e-Book e-Book e-Book Report di settore Infografica Report di ricerca e-Book e-Book e-Book e-Book Brochure White Paper Report di ricerca e-Book Report di ricerca Report di ricerca Report di ricerca Brochure Brochure Brochure Report di ricerca White Paper Ogni anno Genesys abilita con successo oltre 25 miliardi delle migliori Customer Experience al mondo connettendo le conversazioni tra dipendente e cliente su ogni canale. Oltre 11.000 aziende in più di 100 Paesi hanno scelto la piattaforma di CX numero uno per produrre ottimi risultati e fidelizzare i propri clienti. Combinando la migliore tecnologia con l’ingegno umano abbiamo concepito soluzioni che rispecchiano la comunicazione naturale e soddisfano le aspettative. Le nostre soluzioni leader di mercato favoriscono un engagement omnicanale funzionando perfettamente su ogni canale, on premise e in cloud. Vivi la comunicazione così come dovrebbe essere: fluida, spontanea e abilitante. Copyright © 2021 Genesys. Tutti i diritti riservati.
di|Clear REPORT DI RICERCA FORRESTER I tre megatrend del customer service nel 2021: eccellenza del servizio clienti post pandemia Vision: playbook I contact center per il customer service La pandemia di COVID-19 ha fatto luce sulla necessità di modernizzare i contact center per offrire Customer Experience ottimali ed eliminare le attività ripetitive. Questa crisi ha anche evidenziato il ruolo importante del customer service nell'acquisizione e nella fidelizzazione dei clienti. Nel suo report, Forrester approfondisce queste tendenze chiave, le principali priorità post-pandemiche, e delinea tre principali tendenze del customer service di cui tener conto nel 2021. Scarica il report completo di Forrester e scopri i trend del mercato e le informazioni su come: Favorire la trasformazione del customer service con i canali digitali e l'intelligenza artificiale Ridurre il carico cognitivo sugli agenti in modo che possano concentrarsi sulla fidelizzazione dei clienti L'importanza della modernizzazione per la sopravvivenza del tuo contact center Scarica il report [mktoform cta_header="" cta_button="Scarica il report" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kylYQAQ" url="https://content.genesys.com/resource-forrester-megatrends-2021"] GUIDA PRATICA Gestisci il cambiamento del call center per ottenere risultati migliori Una guida pratica al change management nel contact center Scopri i passaggi necessari per gestire con successo i cambiamenti organizzativi, sia che tu stia effettuando la migrazione a una nuova piattaforma di contact center o adottando best practice per la gestione dell’engagement della forza lavoro. Scarica la guida per scoprire come: Ottenere il consenso dei tuoi team e delle parti interessate Sostenere il tuo team attraverso il cambiamento e colmare le lacune di conoscenza Assicurare l'adozione a lungo termine di nuovi comportamenti, processi e sistemi Scarica la guida [mktoform cta_header="" cta_button="Scarica la guida" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwyQQAQ" ar_title="Practical guide to managing change in your contact center" ar_url="https://content.genesys.com/resource-change-management/en-us-change-managem"] REPORT DI RICERCA Forrester riconosce Genesys come leader di Contact Center as a Service The Forrester Wave™: provider di Contact-Center-as-a-Service (CCaaS), 3° trimestre 2020 Con la crescita continua del numero di canali digitali, gli agenti remoti hanno bisogno di una tecnologia affidabile che li sostenga in questa nuova normalità. Ciò richiede una soluzione di contact center robusta e all-in-one che offra opzioni di personalizzazione su vasta scala. Genesys è orgogliosa di essere stata nominata leader nelle soluzioni CCaaS (Contact Center as a Service) nel rapporto Forrester Wave 2020 e di essere stata riconosciuta per il suo ampio portafoglio di prodotti, le integrazioni CRM e le funzionalità native di ottimizzazione della forza lavoro (WFO), che consentono un'esperienza utente fluida per più ruoli e dati operativi e WFO più coerenti. Scarica il rapporto completo per scoprire perché Forrester riconosce Genesys come leader CCaaS. Troverai: Un'analisi indipendente dei provider di CCaaS Principali tendenze di mercato Cosa cercare in una soluzione CCaaS Grafici di confronto tra vendor su offerte, strategie e presenza sul mercato attuali Scarica il report [mktoform cta_header="" cta_button="Scarica subito" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kvxkQAA" ar_url="https://content.genesys.com/forresterwave-ccaas-2020"]The Forrester Wave™ è protetto da copyright di Forrester Research, Inc. Forrester e Forrester Wave™ sono marchi registrati di Forrester Research, Inc. The Forrester Wave™ è una rappresentazione grafica dell'analisi compiuta da Forrester su un determinato mercato ed è tracciata usando un foglio di calcolo dettagliato che riporta punteggi, coefficienti e commenti. Forrester non sostiene alcun vendor, prodotto o servizio descritto in The Forrester Wave™. Le informazioni sono basate sulle migliori risorse disponibili. Le opinioni riflettono il giudizio del momento e sono soggette a modifica. [rawcss raw_css="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"] REPORT DI RICERCA GARTNER Gartner Magic Quadrant per il Contact Center as a Service 2020, Mondo Gartner nomina Genesys leader nel Magic Quadrant CCaaS 2020 Lo scenario Contact Center as a Service (CaaS) è molto competitivo. Il report Gartner CCaaS Magic Quadrant 2020 valuta 13 vendor relativamente alla loro completezza di visione e capacità di esecuzione, per aiutarti a fare la scelta giusta. Genesys è orgogliosa di essere stata nominata LEADER per completezza di visione e per la nostra capacità di esecuzione, il tutto attraverso una solida attività globale, un'estesa presenza geografica e una robusta rete di partner. Ottieni il report completo per scoprire perché Genesys è posizionata come leader mondiale con un portafoglio di soluzioni per aziende di ogni dimensione e settore. Inoltre approfondirai: I trend fondamentali che guidano il settore CCaaS I consigli per esplorare quanto disponibile sul mercato Come Gartner valuta 13 fornitori in termini di capacità di offrire un customer service di nuova generazione Guarda il report [mktoform cta_header="" cta_button="Guarda il report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * Gartner non promuove alcun vendor, prodotto o servizio descritto nelle sue pubblicazioni di ricerca e non consiglia agli utenti di tecnologia di selezionare esclusivamente i vendor che ottengono le valutazioni più alte o altri riconoscimenti. Le pubblicazioni di ricerca di Gartner sono costituite dalle opinioni della sua organizzazione di ricerca e non devono essere interpretate come dati di fatto. Gartner non fornisce alcuna garanzia, esplicita o implicita, in relazione alla presente ricerca, comprese quelle eventuali di commerciabilità o idoneità per uno scopo particolare. GARTNER è un marchio registrato e un marchio di servizi di Gartner, Inc. e/ o delle sue società affiliate negli Stati Uniti e a livello internazionale ed è qui utilizzato con autorizzazione ufficiale. Tutti i diritti riservati. Fonte: Gartner Magic Quadrant per il Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9 novembre 2020. MIT RESEARCH REPORT L’agenda globale per l’AI: promesse, realtà e ruolo di intelligenza artificiale e condivisione dei dati Comprendere l’impatto reale dell'intelligenza artificiale sulle aziendeLe funzionalità dell’intelligenza artificiale (AI) non sono più riservate solamente ai grandi operatori tecnologici. Dall’industria manifatturiera a quella energetica, dalla sanità all’amministrazione pubblica, il MIT ha scoperto che organizzazioni di tutti i settori stanno sperimentando con una suite di soluzioni AI. MIT Technology Review Insights ha intervistato oltre 1.000 dirigenti senior in diversi settori e regioni del mondo per capire in che modo le organizzazioni utilizzano l’AI oggi e pianificano di farlo in futuro. Leggi subito il report per scoprire: I casi di utilizzo dell’AI nel mondo reale Le sfide della scalabilità affrontate dalle aziende La disponibilità aziendale a condividere i dati e migliorare le funzionalità dell’AI Scarica il report [mktoform cta_header="" cta_button="Scarica il report" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK" url="https://www.genesys.com/it-it/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing"] e-Book sul Journey mapping: un approccio outside-in per offrire Customer Experience di alto livello [cutoff co_thick="2px"]I clienti interagiscono con la tua azienda per una serie di motivi, come l'acquisto del tuo prodotto, un primo contatto o la richiesta di assistenza. Ognuno di questi è un viaggio che può coinvolgere più canali: sito web, call center, dispositivi mobili o social media. La gestione del customer journey è una tecnica di coinvolgimento del cliente omnicanale che prevede un approccio outside-in dal punto di vista del cliente per migliorare la Customer Experience (CX) durante il journey dei tuoi clienti più importanti. Scarica questo e-Book. Impara come: Progettare customer journey fluidi, proattivi e personalizzati Migliorare la Customer Experience con mappature del customer journey Visualizzare e offrire una Customer Experience eccezionale [mktoform cta_header="Scarica subito!" cta_button="Invia" ar_status="dynamic" cid_id="701U0000000lxdK"] ANALYST REPORT Frost Radar™: Il mercato Contact Center as a Service europeo, 2020 Il software Genesys supera la concorrenza nel report di Frost & Sullivan Frost Radar™: Il mercato Contact Center as a Service europeo, 2020. Il software di contact center Genesys Cloud™ è in testa nel mercato CCaaS grazie alla sua piattaforma per cloud contact center All-in-One, il marketplace più completo, una miriade di funzionalità native di alta qualità, un'interfaccia utente semplice e capacità di personalizzazione ineguagliabili. Scarica il report e scopri i motivi per cui Genesys è leader, tra cui: Investimenti sostanziosi nello sviluppo di applicazioni innovative per l'engagement predittivo e per incorporare funzionalità di intelligenza artificiale negli strumenti di Customer Experience La strategia di innovazione più rapida nel settore Ricavi del CCaaS alle stelle, grazie all'adozione accelerata del cloud da parte dei clienti Scarica il report [mktoform cta_header="" cta_button="Scarica subito" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8idQAA"] Report Come offrire Customer Experience negli anni 2020 [cutoff co_thick="2px"]Sullo sfondo di crescenti aspettative dei clienti, nuove tecnologie, piattaforme, canali e preferenze dei clienti rimodellano il panorama del Customer Service. Alcune di queste tendenze possono permettere alle aziende una più facile soddisfazione delle aspettative, ma altre richiedono importanti modifiche. In definitiva, il modo in cui le aziende rispondono a questi fattori ne determinerà il successo in termini di Customer Experience, e quindi il successo commerciale, nel decennio a venire. In questo report, esaminiamo le tendenze chiave e le relative risposte possibili da parte dei contact center, tra cui: La crescente digitalizzazione dell'assistenza L'ascesa dell'omnidigitale L'importanza del supporto che utilizza l'intelligenza artificiale La necessità di riqualificare gli agenti La sfida del coinvolgimento degli agenti Le modalità di differenziazione attraverso l'esperienza di assistenza Scarica ora il report per scoprire come rispondere a queste tendenze, per assicurare al tuo contact center di essere nella posizione migliore non solo per soddisfare le aspettative dei clienti nel decennio a venire, ma anche per superarle.[mktoform cta_button="Scaricalo subito" ar_status="default" cid_id="7011T000001kp9mQAA"] Evento Experience as a Service, la nuova frontiera del Contact Management Durante la diretta di giovedì 2 luglio, vi abbiamo raccontato la storia di una realtà italiana che è riuscita a portare avanti un progetto sfidante di Customer Experience, sfruttando i servizi in Cloud in tempi rapidi e rispondendo alle esigenze dei loro clienti.Se ti sei perso il caso di successo di ConTe.it e desideri rivedere anche il dibattito degli esperti di settore, registrati e scarica il video integrale dell’evento. Relatori Francesco Del Gallo -Product Owner Business Unit Intermediari-ConTe.it Valeria Strangis – Business Development Manager Customer Experience-ConTe.it Marco Carraro – Italy Sales Director- Genesys Adriana Delfina – EMEA Business Consulting Director-Genesys Andrej Carli – Sales Executive Bizmatica-Gruppo Econocom Conduce Aida Mazzitelli - Italy Senior Marketing Manager-Genesys Guarda ora! [mktoform cta_header="Guarda ora!" cta_button="Guarda ora!" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t7gbQAA" url="https://youtu.be/3H5mlRZGKro"] Guida pratica Come trasformare i tuoi agenti di contact center in CX Hero [cutoff co_thick="2px"]Un numero sempre più elevato di ricerche dimostra che i consumatori assegnano più importanza alla Customer Experience che al prezzo. Pertanto è fondamentale che la tua organizzazione disponga di un Customer Service composto da eroi capaci e disposti a fare il massimo per garantire la soddisfazione dei clienti. Questa guida pratica illustra come popolare il tuo contact center con un team qualificato di CX Hero supportati da strumenti e strategie incentrati sul cliente e in grado di offrire un’esperienza straordinaria a tutti i clienti, in tutti i casi.[mktoform cta_button="Ottienila subito" ar_status="default" cid_id="7011T000001kmvOQAQ"] E-BOOK Genesys e Google Cloud: l'intelligenza artificiale per contact center prende forma L'uso dell'intelligenza artificiale (AI) nei contact center è ormai una realtà. I clienti sono disposti a interagire con i bot, ma desiderano anche rivolgersi agli agenti per le questioni più complesse. L'AI conversazionale può incrementare l'efficienza grazie all'automazione di interazioni semplici e ripetitive, supportando al contempo un passaggio di consegne fluido dai bot agli agenti fisici. Inoltre, permette di alleggerire le attività degli agenti, che possono quindi gestire le situazioni più complesse. Grazie a Genesys e Google Cloud, la Customer Experience basata sull'AI diventa accessibile alle aziende di ogni dimensione e livello. Scarica questo e-Book per scoprire: Tre sfide che l'AI conversazionale può risolvere nei contact center Come voicebot e chatbot possono migliorare l'efficienza operativa Come supportare gli agenti grazie a un assistente virtuale basato sull'AI Leggi l'e-Book [mktoform cta_header="" cta_button="Scarica subito" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] IDC Spotlight: Liberare la potenza trasformativa dell'AI per i contact center con Google Cloud e Genesys Nel 2020, la Customer Experience supererà i prezzi e i prodotti come principale elemento di differenziazione competitivo. Il tutto mentre il tuo contact center si trova in prima linea quando si parla di offrire Customer Experience eccezionali. Immagina quindi di poter fornire ai clienti un self-service immediato e a qualsiasi ora nella modalità che desiderano: la conversazione. E di poterli mettere in contatto in modo trasparente con un agente umano in grado di usare l’intelligenza artificiale (AI) per rispondere rapidamente alle loro domande. Secondo IDC “Entro il 2025, le imprese che utilizzano l’intelligenza artificiale otterranno Net Promoter Score di 1,5 volte superiori a quelli dei concorrenti.” Ottieni questo IDC spotlight e scopri come l’utilizzo della AI nei contact center è in grado di: Migliorare la customer satisfaction Fornire più strumenti agli agenti umani Produrre informazioni di business più approfondite Ottieni il Report IDC [mktoform cta_header="" cta_button="Leggi subito" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t85vQAA"] Migra il tuo contact center sul cloud in sicurezza Agilità, scalabilità e innovazione senza pari per i clienti Genesys on-premise [cutoff co_thick="2px"]I clienti vogliono interagire con le aziende in modi nuovi, tramite il canale che preferiscono, compresi quelli moderni che i sistemi on-premise non riescono a gestire. Portando la tua attuale soluzione Genesys sul cloud avrai a disposizione quella flessibilità necessaria ad adeguare le dimensioni in base alle variazioni stagionali o alla crescita dell’attività. Inoltre, grazie ai continui aggiornamenti software, utilizzerai sempre la versione più recente, accedendo alle ultime innovazioni Genesys. La metodologia di migrazione di Genesys, collaudata e prescrittiva, semplifica il passaggio al cloud. Il tuo percorso verso il cloud include queste semplici fasi: Immagina cosa significa superare le aspettative dell'azienda e dei clienti Trai vantaggio dagli esempi di utilizzo comprovati di Genesys Migra con fiducia e lascia fare tutto a noi Ottieni i risultati aziendali desiderati [mktoform cta_header="Leggi l'executive brief" cta_button="Scarica subito" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001Gd2iAAC"] La checklist Essenziale per i clienti Genesys on-premise che migrano al cloud [cutoff co_thick="2px"]Per soddisfare le aspettative crescenti dei clienti e gestire le attività di contact center esistenti, devi affidarti a soluzioni, infrastruttura e fornitore giusti. I sistemi on-premise non sono sempre la strada più efficiente per raggiungere gli obiettivi e i risultati che ti sei prefissato. La scelta migliore è quella di migrare a una soluzione in grado di garantirti sempre la tecnologia più recente. Pianifica il tuo percorso con questa completa checklist di migrazione comprensiva di informazioni per: Identificare i tuoi obiettivi di business e i risultati ricercati Valutare le opzioni di adozione disponibili Comprendere le tue esigenze tecnologiche e priorità [mktoform cta_header="Ottieni la checklist" cta_button="Scarica subito" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GcaAAAS" ar_url="https://www.genesys.com/campaign/essential-checklist-for-moving-to-the-cloud-thank-you"] EBOOK Intelligenza Artificiale: Amica o nemica del customer service? Le applicazioni e i dispositivi abilitati dall’intelligenza artificiale (AI) pensano e agiscono sempre di più come gli esseri umani. Tutto questo offre alla AI un enorme potenziale per rendere più efficiente il customer service ottimizzando il case management e altre attività prevedibili. Nel contempo, il clamore che circonda la AI può anche finire per confondere. Questo documento di CustomerThink evidenzia le scoperte, previsioni e indicazioni formulate da analisti e leader di settore relative all’uso della AI in ambito customer service, tra le quali: Perché le Customer Experience che si fondano sulla fidelizzazione sono importanti tanto quanto una migliore efficienza Come garantire che i guadagni in efficienza non danneggino gli obiettivi della Customer Experience Come la Blended AI semplifica il passaggio del lavoro dalla AI agli umani e viceversa, secondo le richieste dei clienti Cinque passi tattici per implementare la tua strategia di AI Customer Experience in modo corretto Ottieni la visione dettagliata degli analisti leggendo l’ultimo white paper di CustomerThink, Intelligenza artificiale: Amica o nemica del customer service? Scarica subito il tuo ebook [mktoform cta_header="" cta_button="Guarda adesso" ar_status="dynamic" form_branding="resource-alt" cid_id="7010B000001SWNaQAO"] EBOOK Spendi Soldi. Guadagni Soldi. Quattro aziende che hanno raggiunto il successo nella Customer Experience. Soddisfare le aspettative crescenti dei clienti significa avere a disposizione la giusta tecnologia per supportare il call center. Quando investi in tale tecnologia, guarda oltre il costo dell’abbonamento mensile per comprenderne il vero valore. Scopri come quattro call center hanno aggiornato la propria tecnologia e: Migliorato i punteggi dei clienti Aumentato le vendite Ridotto i costi operativi Ottieni l'ebook [mktoform cta_header="" cta_button="Scarica subito" form_branding="resource-alt" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001koSOQAY" ar_url="https://www.genesys.com/campaign/spend-money-make-money-thank-you"] eBook 10 temi caldi per la CX nel settore telco [cutoff co_thick="2px"]In un mercato saturo e maturo, l’esigenza di differenziarsi e offrire la Customer Experience definitiva non è mai stata così importante. Recenti episodi hanno di fatto evidenziato una crescita della concorrenza su tale versante, mentre una CX di cattiva qualità ha portato Ofcom, l’ente che regola le società di comunicazione nel Regno Unito, a comminare le multe più alte di sempre; in tutto questo i clienti, chiaramente, si aspettano ogni giorno di più dal proprio provider in uno scenario in cui la fidelizzazione può diventare un ricordo del passato. Tuttavia, assistiamo anche a qualcosa di diverso. L’industria delle telecomunicazioni è infatti sulla soglia di una rivoluzione. Scarica questo ebook per scoprire i 10 trend principali che oggi si trova davanti il comparto telco e come le organizzazioni stanno iniziando a trasformare e a preparare per il futuro la propria attività.[mktoform cta_header="EBOOK GRATIS" cta_button="LEGGILO SUBITO" ar_status="dynamic" cid_id="7010B000001gMsj"] EBOOK Le best practice del customer service Fai contare ogni interazione con il cliente Gli agenti rappresentano il tuo brand in ogni contatto con i clienti. Tocca a te fare in modo che abbiano successo quando interagiscono con loro e gestiscono le rispettive sfide, evitando nel contempo quel burnout che porta poi all’abbandono. Leggi questo ebbook e scopri come trasformare i tuoi agenti di customer service in eroi della Customer Experience. Conoscerai: Tre strategie di successo utilizzate dai Genesys CX Heroes Le competenze che ogni agente dovrebbe avere I consigli fondamentali per la formazione Le strategie di benchmarking per valutare il customer service e la Customer Experience Ottieni oggi il tuo ebook! [mktoform cta_header="" cta_button="Scarica subito" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000001GYLAAA4"] FORRESTER REPORT I Tre Megatrend del 2020 per il Customer Service: Unisci AI e Agenti Per Dar Vita a Esperienze Migliori Garantire che gli agenti abbiano a disposizione gli strumenti giusti è determinante per portare il rapporto umano all’interno del contact center e comprendere veramente i problemi incontrati dai clienti. Conoscendo i clienti e stabilendo una connessione diretta con loro potrai fidelizzarli e, nel contempo, risparmiare. In tale contesto, dotare gli agenti di strumenti che utilizzano l’intelligenza artificiale (AI) si sta affermando come un’ottima regola da adottare nella gestione dei contact center. Automatizzando le interazioni più semplici e munendo i clienti degli strumenti digitali per risolvere da sé i propri problemi, gli agenti possono dedicarsi alle richieste più complesse. Trasformandosi in attori fondamentali per il tuo successo. Leggi questo report di Forrester Research per scoprire: Tre megatrend del 2020 per i professionisti del customer service Come i cambiamenti nell’AI e nei ruoli degli agenti influiscono sulla pianificazione e la cultura della forza lavoro Il ruolo dei desktop potenziati dalla AI e come questi guidano meglio gli agenti davanti alle esigenze del cliente Leggi il Forrester Report [mktoform cta_header="" cta_button="Leggi subito" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kq8WQAQ"] TIP SHEET Dodici indizi per capire se sei pronto a passare a un cloud contact center Essere competitivi vuol dire superare le aspettative dei clienti, e il tuo contact center dovrebbe aiutarti a farlo. Leggi questo tip sheet per scoprire se è il momento giusto per portarlo sul cloud raccogliendo i relativi frutti. Il passaggio a un cloud contact center aiuta a: Abilitare la crescita Rendere le operazioni più efficienti Migliorare le interconnessioni Scarica il tip sheet [mktoform cta_header="" cta_button="Scarica subito" ar_status="default" form_branding="resource-alt" cid_id="7011T000001koQrQAI"] Guida Pratica Ottieni il Massimo dai Tuoi Investimenti in Customer Experience con un Contact Center as a Service (CCaaS) [cutoff co_thick="2px"]Le aziende di maggior successo stanno già godendo dei risultati eccezionali e delle nuove opportunità derivanti dalla scelta delle soluzioni CcaaS (Contact Center as a Service). Inoltre, in un mercato destinato a crescere vertiginosamente, le realtà all’avanguardia avranno subito a disposizione quanto necessario per innovare e differenziarsi su ogni punto di contatto con il cliente. Se sei indeciso sulla scelta di un Contact Center as a Service, o ti trovi all’inizio di un percorso, trovi qui la tua guida di riferimento per tutto quanto riguarda il mondo CCaaS. Se sei indeciso sulla scelta di un Contact Center as a Service, o ti trovi all’inizio di un percorso, trovi qui la tua guida di riferimento per tutto quanto riguarda il mondo CCaaS. Contenuti della Smart Guide: Che cos’è il CCaaS? L’Ascesa del CCaaS: Contact Center Flessibili per un Pubblico Dinamico Adottare i Cloud Contact Center: Dimensioni e Crescita del Mercato I Trend del Contact Center per il 2019 Le Basi del CCaS: Cosa Aspettarsi dal CCaaS Costruire una Strategia CCaaS: Trasferirsi Nel Cloud Portare la AI nel Contact Center Contact Center 2020: il Futuro della Tecnologia CX Scarica la guida e inizia il tuo viaggio per offrire esperienze in grado di dare di più ai clienti, fidelizzandoli.[mktoform cta_button="Get it today" ar_status="dynamic" cid_id="7011T000001knXIQAY"] Forrester Report [/ Vc_column_text] Three Customer Service Megatrends for 2019: AI Works, but Agents Have More Value [/ vc_column_text] [/ vc_column_text] [cutoff co_thick = "2px"] Per ottimo customer service non si intende solo un’organizzazione dai costi ridotti e attività più efficienti. In realtà, si tratta di portar avanti una reinvenzione sistematica di tecnologie, dati, e operazioni consolidati nel tempo, facendo leva sull’automazione per sfruttarne i rispettivi punti di forza e offrire esperienze allineate alle aspettative dei clienti. Con automazione e intelligenza artificiale (AI), le attività di customer service diventano più efficienti, abilitando la tua azienda ad offrire esperienze differenziate, liberare nuovi flussi di entrate, e reinventare i modelli di business. Ottieni subito questo report per conoscere: Tre megatrend per il 2019 che i professionisti del customer service dovrebbero considerare per trasformare profondamente le proprie attività con la AI The main changes in the workforce of agents and the evolution of super agents How AI and robotic process automation can improve your results [/ vc_column_text] [/ vc_column_inner] [/ vc_column_inner] [/ vc_row_inner] [/ vc_column] [= vc_column] 3 "] [mktoform form_type =" clearbit "cta_header =" Forrester Report "cta_button =" Get the report "ar_status =" dynamic "cid_id =" 7010d000000mfr5AAA "] [/ vc_column] [/ vc_row] [/ vc_section] [this_page_title] Valuta i pro e i contro dei fornitori di cloud contact center [cutoff co_thick="2px"]La scelta di una nuova piattaforma di contact center è una decisione importante che va ben oltre una pura e semplice attività comparativa delle singole caratteristiche. Altri elementi in gioco, quali programmi di migrazione prescrittivi e supporto post vendita, sono fondamentali per il tuo successo, sia sul breve che sul lungo termine. Questa guida mette a confronto quattro vendor di contact center su: Capacità tecnica di offrire servizi in un ambiente basato su cloud Solidità sul mercato Capacità di offrire un processo di migrazione prescrittivo collaudato [mktoform cta_header="Scarica subito" cta_button="Scarica subito" ar_status="dynamic" cid_id="7010d000001Gbv2AAC"] EBook Le Banche per un Futuro Connesso: Uno sguardo sui Servizi Finanziari e gli insegnamenti di Connected Customer 2019 [cutoff co_thick="2px"]Le società che forniscono servizi finanziari sono oggi catapultate in un mondo totalmente nuovo. Un mondo dove esperienze straordinarie non rappresentano semplicemente qualcosa di bello da avere, bensì di indispensabile e strategico. È stato questo il tema al centro di Connected Customer 2019, un evento nel corso del quale i leader di business si sono radunati per condividere i trend, le visioni e le innovazioni della CX che stanno plasmando il nostro settore. Questo eBook riepiloga i principali insegnamenti emersi dall’evento. Leggendolo apprenderai: Come il routing predittivo sta reinventando i contact center Perché gli assistenti vocali offrono enormi opportunità di differenziazione al settore dei servizi finanziari Come un istituto rivoluzionario sul fronte digitale sfrutta la tecnologia per trasformare l’esperienza bancaria Scarica l’eBook e avvia il tuo viaggio nell’offerta di esperienze che arricchiscono i clienti e li fidelizzano [mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kmBuQAI"] eBook Una guida per una Customer Experience Omnicanale Sempre Costante nel Settore Bancario [cutoff co_thick="2px"]Come accade in ogni settore, anche in quello bancario i clienti si aspettano di ricevere un servizio istantaneo e costantemente informato. E di vivere un’esperienza omnicanale che preveda che il proprio interlocutore conosca e comprenda lo storico delle interazioni, indipendentemente dal fatto che il contatto avvenga via web, tramite una app mobile, o in filiale. Come puoi quindi progettare una Customer Experience (CX) omnicanale ‘bancaria’ in grado di soddisfare i tuoi clienti e incrementarne la fidelizzazione, e che supporti concretamente la promessa e il valore del brand coinvolto? Scaricando questo eBook saprai come: Identificare i tuo segmenti di clientela target e progettare esperienze memorabili per loro Eseguire una gap analysis tra il customer journey attuale e la situazione ideale Implementare best practice fondamentali nella progettazione di un customer journey efficace [mktoform ar_status="dynamic" cid_id="7011T000001kmE5QAI"] Forrester Industry Spotlight: Creare una Convergenza tra Marketing e CX con la Tecnologia Moderna: Riflettori su Banche, Servizi Finanziari e Assicurazioni [cutoff co_thick="2px"]L’adozione di strategie di Customer Experience (CX) innovative e dirompenti può rappresentare una sfida per le aziende globali operative nel comparto BFSI (banking, financial services, insurance). Oggigiorrno, la relazione tra CX e trasformazione digitale sta cambiando la modalità di conduzione dell’attività aziendale. Le società BFSI devono restare focalizzate sulla centralità del cliente per migliorare e semplificare quelle funzionalità indispensabili per restare competitivi nel mondo digitale. In questa indagine*, i 130 rispondenti del settore BFSI in Asia Pacifico, hanno condiviso la loro visione sulla tecnologia per la Customer Experience, sul marketing e su un costante miglioramento del servizio per indirizzare le aspettative di clienti esigenti. Leggendo questo studio, scoprirai di più su: Gli investimenti in tecnologia per il customer engagement come priorità I fattori inibitori del successo della Customer Experience Il coinvolgimento di partner esterni per espandere la capacità di customer engagement *Drive Marketing And CX Convergence With Modern Technology: A Focus On The BFSI Industries, un Thought Leadership Spotlight commissionato in agosto 2018 e condotto da Forrester Consulting per conto di Genesys [mktoform cta_header="Ottieni l'industry spotlight" cta_button="Scarica subito" ar_status="dynamic" cid_id="7010d000000mY1UAAU"] White Paper [this_page_title] [cutoff co_thick="2px"]In futuro ci si aspetta che l’intelligenza artificiale (AI) contribuirà per 7 trilioni di dollari all’economia globale. Negli ultimi anni il miglioramento della Customer Experience attraverso iniziative digitali si è di fatto affermata come una missione chiave per molte organizzazioni, ed è ancora più critica nel settore bancario e degli istituti finanziari. Nell’area Asia Pacifico l’adozione delle tecnologie di intelligenza artificiale da parte di banche e istituti finanziari è partita a passo spedito, in particolare per le applicazioni, come i chatbot, che hanno un contatto diretto con il cliente. Leggi questo articolo per saperne di più su: Una vista sull’attuale stato dell’AI nel mondo BFSI I benefici chiave dell’implementazione della AI nella tua organizzazione Dove puoi inserire le tecnologie di AI Gli ostacoli e le sfide più comuni affrontate e come riuscire a vincerle [mktoform cta_header="Leggi questo Industry article" cta_button="SCARICA SUBITO" ar_status="dynamic" cid_id="7010d000000mbNgAAI"] [this_page_title] [cutoff co_thick="2px"]Nel mercato digitale, i clienti appaiono sul tuo sito web quando vogliono trascorrendovi solo un paio di minuti. Quindi scompaiono senza lasciare traccia. Grazie all’intelligenza artificiale e al machine learning, puoi tracciare ogni singolo journey di ciascun cliente in tempo reale. Questo ti consente di consigliare proattivamente i tuoi team di vendita su chi coinvolgere e quando, il tutto con un’offerta perfettamente adeguata, e una chat o una sessione di navigazione assistita insieme a un commerciale dal vivo. Un’opportunità che aumenta drasticamente il tuo tasso di conversione abbassando nel contempo i costi di vendita. Secondo Gartner Research le aziende che automatizzano la gestione dei lead registrano di fatto un aumento di almeno il 10% del fatturato in un periodo che va dai sei ai nove mesi. Leggendo questo ebook, scoprirai: Come cambiare la tua strategia commerciale e marketing per andare incontro al nuovo mercato digitale Come affidarti all’engagement in tempo reale e all’automazione per aumentare le conversioni Le best practice di aziende che scelgono nuove tecnologie di engagement commerciale per aumentare il fatturato e ridurre l’abbandono del carrello [mktoform cta_header="Scarica Ora" cta_button="Scarica Ora" ar_status="dynamic" cid_id="7010d000000mfXo"] Mitiga i rischi di una tecnologia di contact center superata e assicurati una Customer Experience all’avanguardia Affronta la sfida di un contact center legacy scegliendo soluzioni per la Customer Experience collaudate e leader di mercato [cutoff co_thick="2px"] Il tuo successo deriva dalla qualità delle relazioni con i clienti. Ecco che un’infrastruttura obsoleta può frenare l’offerta di un servizio coerente e costante su tutti i canali e punti di contatto. Mentre aumentano le aspettative di clienti e azienda, potresti non avere il tempo di aspettare e verificare quando e quali opzioni un fornitore offrirà in futuro. Scegliendo una gamma di soluzioni collaudate e leader di mercato per la CX, puoi ottimizzare il customer engagement sui canali attuali. Affidandoti a un partner concentrato sull’innovazione e sul tuo successo puoi inoltre garantire il futuro della tua attività mentre si evolve. Leggi questo executive brief per scoprire come affidarti a una piattaforma - e un fornitore - per la CX, aperta, stabile e collaudata . Scopri i vantaggi di una comprovata metodologia di migrazione prescrittiva che ti permetterà di trasformare con successo la tua Customer Experience, facendoti: Gettare delle solide fondamenta per i canali di engagement e i punti di contatto via via disponibili. Gettare delle solide fondamenta per i canali di engagement e i punti di contatto via via disponibili. Estendere l’engagement omnicanale sui reparti e i processi esterni al contact center. Formare il tuo staff su una piattaforma fondata sul futuro che supporta soluzioni di nuova generazione e favorisce una Customer Experience di successo. Adottare la flessibilità di una soluzione basata sul cloud per ottenere quella agilità necessaria per restare al passo di esigenze aziendali e richieste dei clienti in costante evoluzione. Sfruttare casi d’uso collaudati che semplificano la migrazione e accelerano la generazione di valore. [mktoform cta_header="Scarica l’executive brief" cta_button="Scarica subito" ar_status="dynamic" cid_id="7010B000001SJoFQAW"] EBOOK La Guida Essenziale alla Modernizzazione del Contact Center La tua guida per Valutare, Scegliere e Modernizzare il Contact Center e Offrire una Customer Experience Eccezionale [cutoff co_thick="2px"] Cos'è un contact center moderno? Un moderno contact center, on-premise o su cloud, è quello in grado di migliorare la CX (Customer Experience) che la tua azienda offre ai clienti. Il processo di modernizzazione ha lo scopo di garantirti il supporto di tutte le modalità comunicative che il cliente desidera utilizzare. La trasformazione del contact center si traduce in un vantaggio competitivo. Quando hai scoperto come offrire un'esperienza coerente, lineare e personalizzata in tutte le interazioni (sia self-service che assistite da operatore), diventa immediatamente chiaro che le esperienze omnicanale possono soltanto scaturire dalla modernizzazione del contact center. I tuoi obiettivi sono: Migliorare la soddisfazione del cliente Ridurre i costi Alimentare la crescita Coinvolgere i dipendenti Ottieni l'eBook e inizia a offrire esperienze omnicanale, interazioni personalizzate, e conversazioni con i clienti specifiche per ciascun journey. [mktoform cta_header="Scarica Subito" cta_button="OTTIENI L'EBOOK ADESSO!" ar_status="dynamic" cid_id="701U0000001fNarIAE"] [this_page_title] [cutoff co_thick="2px"] Il passaggio a un nuovo call center non dovrebbe metterti a disagio. Questo ebook copre i passi principali da compiere per una migrazione di successo. Evita gli ostacoli, una realizzazione lenta, i fermi operativi e i relativi mal di testa. La tua transizione può essere più agevole del previsto grazie a una pianificazione appropriata e al coinvolgimento dei membri chiave del team. Cambia la tua tecnologia di call center con sicurezza. Accertati di avere l’insieme giusto di figure coinvolte ed esperti in materia nel team di progetto interno Determina se hai una rete aziendale compatibile con la tua scelta Collabora per fornire un chiaro percorso verso l’implementazione Stabilisci le aspettative e preparati al rilascio in produzione [mktoform ar_status="dynamic" cid_id="7010d000000mfYmAAI"] [this_page_title] [cutoff co_thick="2px"] Lo stack tecnologico del tuo call center è un mezzo disastro e non è facile capire come rimetterlo in sesto. Questo ebook copre i criteri fondamentali delle attività di consolidamento, da dove iniziare e che cosa prendere in considerazione quando sviluppi un tuo piano di semplificazione infrastrutturale e tecnologica. Sono tanti gli elementi da valutare, inclusi: Infrastruttura, obsoleta e nuova Tecnologia e limiti esistenti Supporto IT Utenti, formazione ed esigenze di business Questo ebook fornisce una visione di insieme per farti riflettere e prepararti al passaggio a una tecnologia migliore. Leggilo subito se nel tuo futuro ce n’è una nuova di call center. [mktoform ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] [this_page_title] [cutoff co_thick="2px"] Il contact center retail è un centro di costo o di profitto? Di fatto i retailer stanno trattando sempre di più i propri contact center come una fonte di crescita. I clienti di oggi – e non parliamo solo dei millennial – guardano al dialogo con umano come all’ultima risorsa a cui rivolgersi. Vogliono, invece, servirsi da soli attraverso un’app mobile. Poter rispondere in linguaggio naturale a un chatbot. Passare da un dispositivo all’altro più volte nel corso della stessa interazione, aspettandosi che tu riesca a seguirli ricordandoti sempre di chi si tratta. Si sentono quindi tranquilli relativamente a come custodisci i loro dati personali, purché tu li tratti con rispetto, e li usi per lo scopo giusto. Che è quello di aiutarli a operare in modo più semplice. In questo ebook troverai cinque trend chiave del contact center mentre passa dall’essere una spesa necessaria a un generatore di fatturato. [mktoform ar_status="dynamic" cid_id="7010d000000mWJEAA2"] Tre ragioni per cui devi costruire un ecosistema e non un fragile “frankenstack” [cutoff co_thick="2px"] Anni fa le organizzazioni retail stilavano delle liste di clienti. Tali liste diventavano un database, il quale si collegava con i primi software di call center, e si ingrandiva con i dati relativi a clienti potenziali, interessati, decaduti e abituali, che venivano etichettati e messi tutti insieme. Con la frammentazione dei segmenti di clientela e l’espansione dei canali di comunicazione, si sono via via stratificate altre applicazioni, come i pacchetti CRM (Customer Relationship Management), i moduli CSA (Customer Service Agents), e i cruscotti di gestione IVR (Interactive Voice Response). L’integrazione verticale delle tecnologie di contact center genera fragilità. Esamina tre ragioni per cui i professionisti IT del contact center dovrebbero ragionare in termini di ecosistema cliente, e non di stack applicativo. [mktoform cid_id="7010d000000mWJ9AAM" landing_id="66236"] Forrester Industry Spotlight: Guidare la Convergenza tra Marketing e CX con una Moderna Tecnologia: Riflettori sul settore Retail ed eCommerce [cutoff co_thick="2px"] Oggi il settore retail ed eCommerce si sta concentrando sulle attività di comprensione del journey e del percorso dell’acquirente per offrire una Customer Experience coerente e costante su tutti i canali e punti di contatto. Chi riesce nell’intento non solo raggiunge gli obiettivi di business e il successo ricercati, ma è anche considerato tra i leader in tale campo. Questo studio* evidenzia l’importanza della trasformazione della Customer Experience nel settore retail, per poter conservare e aumentare le quote di mercato lavorando su ogni punto di contatto. Leggi questo studio per approfondire ulteriormente tematiche quali: Allineare il brand con la Customer Experience Le sfide odierne del settore e come vincerle Prendere decisioni tecnologiche che posizionino al centro il cliente **Guidare la Convergenza di Marketing e CX con la Tecnologia Moderna: Riflettori sul settore Retail ed eCommerce, un ‘Thought Leadership Spotlight’ del luglio 2018, su commissione, realizzato da Forrester Consulting per conto di Genesys [mktoform cta_header="Ottieni il retail spotlight" cta_button="Scarica subito" ar_status="dynamic" cid_id="7010d000000mY1KAAU"] [this_page_title] [cutoff co_thick="2px"] Considerando i grandi cambiamenti che oggi interessano i contact center retail, non sorprende che la grande domanda dei manager sia “da dove devo iniziare?” I sei punti contenuti in questa checklist di Genesys forniscono alcune risposte. [mktoform cta_header="Ottieni il report" cta_button="Scarica subito" landing_id="66242" cid_id="7010d000000mWJdAAM"] [this_page_title] [cutoff co_thick="2px"] Città silenziose, Centri commerciali vuoti, Vie principali e secondarie stravolte, in tutto il Paese. Chiaramente non è questa la realtà del mondo retail. Non ancora. Tuttavia, come qualsiasi altro settore, anch’esso si sta evolvendo. E per servire la nuova generazione di consumatori in arrivo sul mercato, i relativi contact center si devono di fatto adattare. Il settore retail sta cambiando. E con esso, anche il proprio contact center. Affrontiamo le ragioni per cui i clienti si stanno allontanando dai venditori tradizionali, e come gli operatori lungimiranti possono avvantaggiarsi di questa situazione. [mktoform ar_status="dynamic" cid_id="7010d000000mWJJAA2"] 5 Trend Tecnologici Che Ridefiniscono la Customer Experience [cutoff co_thick="2px"] Abbiamo chiesto a una serie di analisti e figure di riferimento del settore di indicarci quali saranno secondo loro le tendenze chiave relative all’engagement del cliente a partire dal 2017. Da tecnologie all’avanguardia come l’IoT e i Bot fino a nuove interpretazioni di idee del passato, i temi caldi indicati hanno fatto emergere cinque trend fondamentali destinati a ridefinire il futuro della Customer Experience. In questo ebook, scoprirai: I cinque trend che avranno il maggiore impatto sulla Customer Experience Come usare il machine learning per identificare tendenze e modelli utili a offrire un’eccezionale Customer Experience di nuova generazione Come avere un contact center all’avanguardia e adattarlo alle esigenze in rapida evoluzione dei clienti [mktoform cta_header="EBOOK GRATUITO" cta_button="LEGGILO SUBITO!" ar_status="dynamic" cid_id="7010B000001gL4d"] Curare il legame tra Customer Experience e Contact Center [cutoff co_thick="2px"] Il Report di Aberdeen ‘Contact Centre and Customer Experience Trends’ 2017 afferma che le aziende che hanno adottato un programma omnicanale registrano una crescita di fatturato annuo superiore al 25% e una diminuzione dei reclami dei clienti superiore al 55%. Che le interazioni vengano svolte via telefono, email, social media o altri strumenti web, è vitale per il successo delle aziende fornire un customer service coerente ed efficace su tutti i canali coinvolti. Scarica questo ebook per scoprire come le piccole e medie aziende possono: Gestire le aspettative dei clienti in un mondo digitale sempre operativo Consentire ai dipendenti di offrire un customer service coerente su tutti i canali utilizzati Offrire Customer Experience positive con una soluzione di cloud contact center all-in-one [mktoform cta_header="EBOOK GRATUITO" cta_button="PER SAPERNE DI PIÙ" landing_id="59979" cid_id="7010B000001gLUg"] Coinvolgere i Clienti in un’Era Ultra Connessa [cutoff co_thick="2px"] I tuoi clienti sono ultra connessi. Fai in modo di esserlo anche tu. Trovare nuovi clienti e mantenere relazioni con quelli esistenti è un’attività impegnativa che porta via tempo. Quando i tuoi clienti sono pronti a interagire, li incontri proprio lì dove si trovano? In un mondo dai contorni sempre più digitali è fondamentale per tutte le aziende essere in grado di comunicare quando e dovunque il cliente desideri, che si tratti di una chiamata telefonica, SMS, chat online o social media. Scarica subito questo eBook per scoprire: Come coinvolgere e interagire con i tuoi clienti in un mondo ultra-connesso Come rendere semplici ed efficienti le tue attività di engagement del cliente Perché è arrivato il momento di adottare una soluzione di cloud contact center all-in-one [mktoform cta_header="SCARICA SUBITO l’EBOOK!" cta_button="EBOOK GRATUITO" ar_status="dynamic" cid_id="7010B000001gLVU"] I Vantaggi Competitivi di Genesys Cloud [cutoff co_thick="2px"]Genesys Cloud è una soluzione unificata all-in-one per l’engagement del cliente e la collaborazione tra dipendenti. Intuitiva, facile da usare e implementabile rapidamente, è progettata per aiutare la tua azienda a offrire una Customer Experience di nuova generazione, coerente, costante e personalizzata. Genesys Cloud è una potente piattaforma per il cloud contact center riconosciuta dal mercato. Progettata per aiutare le aziende, ti permette di: Entrare in comunicazione con i clienti, gestire le relazioni e osservare i trend tramite un’unica semplice piattaforma Potenziare in tempo reale le risorse fornendo informazioni preziose Ottenere un vantaggio competitivo Scarica questo white paper per saperne di più sulle tante e solide caratteristiche/funzionalità che Genesys Cloud è in grado di offrire.[mktoform cta_header="LEGGI SUBITO IL WHITE PAPER" cta_button="SCARICA SUBITO" ar_status="dynamic" cid_id="7010B000001gL4E"] Il Costo Totale di Possesso delle Piattaforme di Contact Center Cloud e On Premise Uno sguardo al confronto quinquennale dei costi di implementazione dell’infrastruttura tecnologica [cutoff co_thick="2px"] Il costo totale di possesso (TCO) è un parametro fondamentale di valutazione dei pro e contro dell’implementazione di un’infrastruttura di contact center basata su cloud rispetto a quella di una soluzione on-premise. Secondo questo report, per un contact center da 50 postazioni il costo medio della piattaforma cloud è inferiore di circa 150.000$ nel primo anno e di fino a 300.000$ entro il quinto anno. In questo report Ovum si parla anche di: Quale modello implementativo è adatto ai contact center di piccola, media e grande dimensione, basandosi su requisiti tecnologici di fascia bassa, media o alta Come i sistemi basati su cloud sono più rapidi da implementare e possono scalare verso l’alto e il basso in base all’evoluzione delle condizioni di business Come il cloud favorisce un ciclo di innovazione più rapido [mktoform cta_header="SCARICA IL REPORT OVUM" cta_button="DAI UNO SGUARDO!" ar_status="dynamic" cid_id="7010B000001gLmz"] Stare al Passo con il Cliente Moderno [cutoff co_thick="2px"] Le aspettative dei tuoi clienti non sono mai state così elevate. I millennials richiedono semplicità, velocità e coerenza, indipendentemente dal modo in cui decidono di entrare in contatto con le aziende. Anziché affrontare il problema di petto, le imprese hanno tentato di adattare i propri software obsoleti semplicemente collegandosi a nuovi canali (e software) in base alle esigenze. Tuttavia, come per qualsiasi approccio alla ‘Frankenstein’, il contact center diventa un mostro dai movimenti lenti, composto da parti scollegate tra loro. È quindi arrivato il momento di smantellare gli strumenti e i processi che lo compongono e scoprire quali siano gli ostacoli al suo corretto funzionamento. Scarica subito questo eBook, e scopri come puoi: Restare all’avanguardia grazie a un contact center basato su cloud Offrire esperienze coerenti e costanti sui canali voce, web, email, social, e mobile. Potenziare gli agenti con gli strumenti necessari a soddisfare le aspettative elevate dei clienti millennial [mktoform cta_header="LEGGILO SUBITO" cta_button="EBOOK GRATUITO" ar_status="dynamic" cid_id="7010B000001gLV0"] Più Agilità per il Customer Service grazie ai Cloud Contact Center [cutoff co_thick="2px"] L’esigenza di mettere in comunicazione i clienti con gli agenti di contact center sul canale prescelto sta diventando rapidamente un requisito indispensabile per poter competere nella cosiddetta era del cliente. Grazie al cloud è possibile fornire una piattaforma agile che ti permetta di concentrare le tue energie sull’offerta di un customer service eccezionale di nuova generazione, e non sugli aspetti tecnologici. I software di contact center interaction management (CCIM) continuano ad evolvere, trasformandosi in suite integrate che i vendor offrono sotto forma di servizio. Scarica il report Forrester per scoprire: Perché si parla sempre di più di cloud contact center Come affrontare le resistenze al cambiamento del CCIM Cosa ti devi aspettare dal tuo fornitore di cloud contact center [mktoform cta_header="SCARICA IL REPORT FORRESTER" cta_button="LEGGILO SUBITO!" ar_status="dynamic" cid_id="7010B000001gLmG"] Gartner Magic Quadrant for Contact Center as a Service, Nord America Interactive Intelligence, società di Genesys, Nominata Leader per 2 Anni Consecutivi [cutoff co_thick="2px"] In Nord America il mercato contact center as a service (CCaaS) sta crescendo rapidamente. Le soluzioni CCaaS o di cloud contact center offrono caratteristiche e funzionalità simili a quelle dei call e contact center che operano sotto forma di CCI (contact center infrastructure) on-premise, venendo però veicolate come servizio e pagate con abbonamento mensile. Scarica questo report per scoprire: I punti di forza e le avvertenze di cui tenere conto per valutare i fornitori di soluzioni di cloud contact center Il posizionamento di 10 vendor di cloud contact center in ciascuno dei quattro quadranti – Leaders, Challengers, Visionaries o Niche players Perché Interactive Intelligence, società di Genesys, è stata nominata leader per 2 anni consecutivi [mktoform cta_header="SCARICA IL GARTNER REPORT" cta_button="LEGGI SUBITO" ar_status="dynamic" cid_id="7010B000001gLKM"] Stai Offrendo una Customer Experience Eccezionale? [cutoff co_thick="2px"] Le piccole e medie aziende godono di un chiaro vantaggio quando competono con quelle più grandi: la possibilità di offrire una Customer Experience eccezionale. I responsabili di business sono consapevoli che basta un attimo perché i clienti passino alla concorrenza. Inoltre sanno che chi acquista desidera interagire con il suo fornitore sul proprio terreno preferito, che si tratti di social media, dispositivi mobili o altri canali più tradizionali. Scarica subito questo report per scoprire come puoi: Offrire Customer Experience omicanale con un modello basato su cloud Permettere al tuo team di offrire Customer Experience eccezionali Trarre vantaggio da una soluzione di cloud contact center all-in-one [mktoform cta_header="SCARICA IL REPORT FROST & SULLIVAN" cta_button="LEGGILO SUBITO" ar_status="dynamic" cid_id="7010B000001gLmf"] Customer Service Trend: Più Intelligenza e Strategia per Le Attività Operative [cutoff co_thick="2px"] I clienti sono positivamente colpiti dalle aziende che sono in grado di disegnare e attuare strategie customer-oriented. Le organizzazioni che si occupano del customer service devono in tal senso operare con efficienza per poter offrire Customer Experience di nuova generazione in grado di fare la differenza. Ecco che, combinando strumenti di automazione dei processi e analisi dettagliate, ottengono preziose informazioni sui clienti che consentono di prendere decisioni più intelligenti quando devono fornire un servizio e ottenere il massimo in termini di LVT (life time value). Solo questa grande attenzione al cliente potrà, di fatto, generare una crescita costante della sua fidelizzazione al brand nonché del fatturato globale. Forrester Research ha identificato i 10 trend del 2017 in ambito customer service che i professionisti AD&D (application development and delivery) dovrebbero prendere in considerazione quando studiano la strategia per migliorare la qualità del servizio offerto. Scarica questo Report Forrester, scritto da Kate Leggett, per scoprire: I 10 principali trend in ambito customer service per offrire un servizio ottimale Come produrre una Customer Experience differenziata in linea con le aspettative dei clienti Come potenziare le relazioni in un mondo sempre più digitale e self-service [mktoform cta_header="SCARICA IL REPORT FORRESTER" cta_button="SCARICA SUBITO" ar_status="dynamic" cid_id="7010B000001gI31"] Studio di Frost & Sullivan: Ridisegnare la Customer Experience attorno all'Internet of Things [cutoff co_thick="2px"] Promuovere una Customer Experience e Value Proposition IoT-centrica Di recente Frost & Sullivan ha realizzato un'indagine su circa 500 responsabili della Customer Experience (CX) in Europa per comprendere come le aziende si avvicinano a questa tematica e se ritengono che l’Internet of Things (IoT) abbia già o potrebbe avere un’impatto sulla propria attività. È interessante notare che il 60% di chi ha risposto concorda sul fatto che l’IoT genererà un valore diretto per la Customer Experience, citando l’aumento del fatturato e del valore del marchio come i due benefici principali ottenibili in tal senso. Tuttavia, oltre il 50% ammette difficoltà nel tradurre il concetto di IoT in una chiara proposta di valore per la CX. Questo whitepaper presenta i dati principali emersi dallo studio e copre i seguenti punti: Ripensare la Customer Experience: la Strada dell'IoT Il Valore Strategico della Customer Experience Omnicanale Come Trasformare l'Idea di IoT in Realtà Sfatare i Miti della Customer Experience IoT Centrica Introduzione all'IoT-enabled Customer Experience Readiness Index Perché la CX abilitata dall’IoT è qualcosa di reale e rappresenta una priorità per potenziare clienti e dipendenti [mktoform cta_header="SCARICA" cta_button="SCARICA" ar_status="dynamic" cid_id="7010B000001YTsv"]
h1|Resta aggiornato sugli ultimi progressi compiuti in ambito contact center e Customer Experience
h2|Risorse disponibili
h4|The Forrester Wave: provider di Contact Center as a Service CCaaS, 3° trimestre 2020 Il contact center abilitato dall’intelligenza artificiale Gartner Magic Quadrant per il Contact Center as a Service 2020, Mondo Millennial nei contact center I tre megatrend del customer service nel 2021: eccellenza del servizio clienti post pandemia Una guida pratica alla gestione del cambiamento nel contact center Previsioni 2021: Customer Service e Supporto Pianificare, gestire e potenziare la tua forza lavoro digitale 7 modi per offrire un customer service digitale da primato 10 modi in cui l’AI migliora la Customer Experience Contact Center: Guida all’acquisto 2021 6 motivi per cui Genesys Cloud è la piattaforma che fa per te 3 benefici della tecnologia AI per la Employee Experience Three ways bots improve customer experience Il journey mapping e il ruolo dell’engagement predittivo La checklist definitiva per le soluzioni di chat The Forrester Wave: provider di Contact Center as a Service CCaaS, 3° trimestre 2020 Genesys Cloud: La soluzione di contact center all-in-one e sicura Journey mapping — chart the moments that matter most Il contact center abilitato dall’intelligenza artificiale Gartner Magic Quadrant per il Contact Center as a Service 2020, Mondo Success kit per Contact Center AI L’agenda globale per l’AI: promesse, realtà e ruolo di intelligenza artificiale e condivisione dei dati Journey Mapping: un approccio outside-in per offrire Customer Experience di alto livello Frost Radar™: Il mercato Contact Center as a Service europeo, 2020 Come offrire Customer Experience negli anni 2020 Experience as a Service, la nuova frontiera del Contact Management Come trasformare i tuoi agenti di contact center in CX Hero Genesys e Google Cloud: l’intelligenza artificiale per contact center prende forma Liberare la potenza trasformativa dell’AI per i contact center con Google Cloud e Genesys Migra il tuo contact center sul cloud in sicurezza Essenziale per i clienti Genesys on-premise che migrano al cloud Intelligenza Artificiale: Amica o nemica del customer service? Spendi Soldi. Guadagni Soldi. Quattro aziende che hanno raggiunto il successo nella Customer Experience. 10 temi caldi per la CX nel settore telco Le best practice del customer service I Tre Megatrend del 2020 per il Customer Service: Unisci Intelligenza Artificiale (AI) e Agenti Per Dar Vita a Esperienze Migliori Dodici indizi per capire se sei pronto a passare a un cloud contact center CCaaS Smart Guide: Transform Your Customer Experience Tre Megatrend del Customer Service per il 2019: La AI Lavora, ma gli Agenti hanno Più Valore Non tutti i vendor di cloud contact center riescono a offrire un vero servizio omnicanale Le Banche per un Futuro Connesso: Uno sguardo sui Servizi Finanziari e gli insegnamenti di Connected Customer 2019 Una guida per una Customer Experience Omnicanale Sempre Costante nel Settore Bancario Creare una Convergenza tra Marketing e CX con la Tecnologia Moderna: Riflettori su Banche, Servizi Finanziari e Assicurazioni Come gli Istituti Finanziari Stanno Usando l’Intelligenza Artificiale per Cambiare il Volto della Customer Experience Incrementa le vendite attraverso il sito Web Mitiga i rischi di una tecnologia di contact center superata e assicurati una Customer Experience all’avanguardia La guida essenziale alla modernizzazione del contact center Il playbook sulla migrazione tecnologica del call center Criteri per consolidare la tecnologia di call center [Comunicato Stampa] Il Cloud Regna Sovrano nella Crescita 2018 di Genesys Trasforma il tuo contact center retail in un generatore di fatturato: Cinque trend che devi sapere 3 ragioni per cui devi costruire un ecosistema e non un fragile “frankenstack” Guidare la Convergenza tra Marketing e CX con una Tecnologia Moderna: Riflettori sul settore Retail ed eCommerce 10 modi per migliorare il tuo contact center retail Sei passi da compiere subito se stai pensando di aggiornare il tuo contact center retail Cinque ragioni per cui il cliente di domani non comprerà dal retailer di oggi 5 Trend Tecnologici Che Ridefiniscono la Customer Experience Omnicanalità? Una scelta obbligata Coinvolgere i Clienti in un’Era Ultra Connessa Offrire lo Standard di Riferimento della Customer Experience, Oggi I Vantaggi Competitivi di Genesys Cloud Ovum: Il Costo Totale di Possesso delle Piattaforme di Contact Center Cloud e On Premise Stare al Passo con il Cliente Moderno Più Agilità per il Customer Service grazie ai Cloud Contact Center Gartner Magic Quadrant for Contact Center as a Service, North America Stai Offrendo una Customer Experience Eccezionale? Trasforma Ogni Attimo in un Successo Offrendo una Customer Experience di Nuova Generazione Semplificare l’offerta di una Customer Experience di Nuova Generazione Offrire in cloud la customer experience di nuova generazione Forrester Report 2017 Customer Service Trend: Più Intelligenza e Strategia per Le Attività Operative Ridisegnare la Customer Experience attorno all’Internet of Things Assistenza dal vivo Assistenza dal vivo
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di|Wis E-BOOK Genesys en Google Cloud: Breng AI in het contact center tot leven Kunstmatige intelligentie (AI) in het contactcenter is inmiddels veel meer dan een hype. Klanten willen best met bots communiceren, maar ze willen ook een agent kunnen spreken bij complexe problemen. Conversaties op basis van AI kunnen de efficiëntie vergroten door automatiseren van eenvoudige, terugkerende interacties maar met een soepele doorschakeling van bots naar agenten. Zo hebben agenten meer tijd voor complexe vragen. Genesys en Google Cloud maken een AI-gebaseerde customer experience mogelijk voor alle soorten bedrijven, ongeacht omvang of complexiteit. In dit e-book: Drie uitdagingen die AI-gebaseerde conversaties oplossen in contact centers Hoe voicebots en chatbots de operationele efficiëntie kunnen vergroten Hoe virtuele AI-assistenten agenten kunnen ondersteunen Lees het e-book [mktoform cta_header="" cta_button="Nu downloaden" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] [this_page_title] [cutoff co_thick="2px"]Door de maatregelen tegen de verdere verspreiding van COVID-19 moeten ook contact centers sluiten. Maar de customer service gaat gewoon door en juist in deze onzekere tijden wordt vaker dan ooit contact gezocht met instanties en leveranciers. Hoe schakel je zo snel én veilig mogelijk over op thuiswerken, juist voor de medewerkers van het contact center? Genesys Rapid Response is het antwoord: Thuiswerken met Genesys Cloud Binnen 48 uur operationeel Gratis licenties voor 60 dagen Alle functionaliteit die nodig is voor een excellente customer experience Begeleiding bij de transitie Alle voordelen, voorwaarden en volgende stappen staan helder samengevat in dit eBook. Download het nu meteen en profiteer van dit aanbod. Zodat u zich geen zorgen meer hoeft te maken over technologie en zich volledig kan richten op de veiligheid van uw medewerkers en klanten.[mktoform cid_id="7011T000001t6W1QAI"] LIJST MET TIPS Twaalf signalen dat u klaar bent voor een upgrade naar een cloud contact center Concurreren betekent de verwachtingen van klanten overtreffen. En de setup van het contact center zou dit makkelijk moeten maken. Bekijk deze lijst met tips en ontdek of nu het juiste moment is om het contact center te verhuizen naar de cloud en daar de voordelen van te plukken. Overstappen naar een cloud contact center helpt bij: Ondersteunen van de groei Efficiëntere bedrijfsvoering Vergroten interconnectiviteit Lijst met tips [mktoform cta_header="" cta_button="Download nu" form_branding="resource-alt" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001koQrQAI" ar_url="https://www.genesys.com/campaign/12-signs-thank-you"] EBook Investeren in een verbonden toekomst: Inzichten en inspiratie voor financiële dienstverleners vanuit Connected Customer [cutoff co_thick="2px"]Bedrijven in de financiële dienstverlening bevinden zich opeens in een hele nieuwe wereld. Een wereld waar bijzondere ervaringen niet alleen leuk zijn maar juist een strategisch vereiste. Dit was het thema van Connected Customer – een event over de laatste trends, inzichten en innovaties die onze branche bepalen. Dit eBook is een samenvatting van de belangrijkste leerpunten vanuit het event. Zoals: Hoe predictive routing contact centers compleet vernieuwt Waarom spraakassistenten een enorme kans zijn voor financieel dienstverleners om zich te onderscheiden Hoe een digitale disruptieve bank technologie inzet voor transformatie van de bankervaring Download het eBook en begin ook met het leveren van ervaringen die klanten ondersteunen en verdien hun loyaliteit.[mktoform cta_button="Download nu!" ar_status="default" cid_id="7011T000001kq7iQAA"] Praktische gids Maximaliseer de investering in Customer Experience met een Contact Center as a Service (CCaaS) [cutoff co_thick="2px"]Vooroplopende bedrijven profiteren al volop van de concrete resultaten en nieuwe kansen, mogelijk gemaakt door CCaaS. Zij hebben alles wat ze nodig hebben om te kunnen profiteren van de groeimarkt: zij kunnen innoveren en zich onderscheiden op ieder contactpunt met de klant. Twijfelt u nog over CCaaS of is uw ontdekkingsreis net gestart dan is dit de ‘go-to’-gids voor alles wat met CCaaS te maken heeft. Inhoud van de Smart Guide: Wat is CCaaS? De opkomst van CCaaS: flexibele contact centers voor een veranderend publiek Acceptatie Cloud Contact Centers: marktomvang en groei Contact center trends in 2019 CCaaS, de basis: wat kun je verwachten van CCaaS Bouwen aan een CCaaS-strategie: verhuizen naar de cloud Gebruik maken van de juiste contact center tools Samenwerking in het contact center: van begin tot eind verbonden AI in het contact center AI naar het contact center brengen Contact centers 2020: de toekomst van CX-technologie Download de gids en begin de reis naar het leveren van ervaringen die leiden tot sterke, loyale klanten.[mktoform cta_button="Download nu!" ar_status="default" cid_id="7011T000001koXiQAI"] Neem een voorsprong op de concurrentie via customer experience Vijf praktijkvoorbeelden van bedrijfstransformaties [cutoff co_thick="2px"]De klanten van vandaag willen snelle, persoonlijke interacties zonder gedoe en over alle kanalen. Wereldmerken zoals PayPal, Heineken en Vodafone vertrouwen op technologie voor het leveren van verbonden, omnichannel customer experiences. Door te migreren naar een topklasse customer experience platform konden zij: de strakke planning halen met een cloudgebaseerde transitie voldoen aan branchespecifieke wet- en regelgeving de operationele en onderhoudskosten verlagen de medewerkers optimaal inzetten de time-to-value en ROI versnellen Net Promomer Score, klanttevredenheid en oplossingspercentage verbeteren Lees over de vier stappen voor het plannen en uitvoeren van een succesvolle, naadloze migratie en transformatie van de customer experience.[mktoform cta_button="Download nu!" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] [this_page_title] [cutoff co_thick="2px"]In de digitale markt komen klanten langs als ze er zin in hebben en besteden ze maar een paar minuten op uw website. Daarna verdwijnen ze spoorloos. Met artificial intelligence en machine learning kunt u iedere individuele klantreis in realtime volgen. Hierdoor kunt u de verkoopteams proactief adviseren wie te benaderen en op welk moment – en dat alles met een perfect passende korting, chat of co-browsingsessie met een medewerker. Dat resulteert in een veel hogere conversiegraad en tegelijkertijd veel lagere verkoopkosten. Bedrijven die hun leadmanagement automatiseren zien 10% of meer omzetstijging binnen zes tot negen maanden, volgens Gartner Research. In dit eBook leert u: Hoe u de marketing- en verkoopstrategie aanpast aan de nieuwe digitale markt Hoe u realtime engagement en automatisering toepast voor meer conversie Best practices van bedrijven die nieuwe technologie voor sales engagement toepassen voor hogere omzet en minder verlaten winkelmandjes. [mktoform cta_button="Download nu!" ar_status="dynamic" cid_id="7010d000000mfXoAAI"] De essentiële migratiechecklist voor het indentificeren van de juiste customer experience oplossing Belangrijkste overwegingen voor het doorlopen van een succesvolle migratiereis [cutoff co_thick="2px"]Contact center technologie speelt een hoofdrol in het succesvol zijn van customer experiences en bedrijfsvoering. Met de optimale oplossingen, infrastructuur en leverancier hebben is essentieel om nu en in de toekomst te voldoen aan doelen en verwachtingen. Worstelt u met verouderde contact center systemen met beperkte kanalen en klantinfomatie? Dan is de beste route migreren naar een oplossing waarmee u deze beperkingen achter u laat. En de eerste stap is het downloaden van deze uitgebreide checklist voor het vergelijken van oplossingen en leveranciers. U leert: Identificeren van bedrijfsdoelen en -resultaten die het belangrijkste zijn voor uw organisatie Evalueren van toepassingsopties gebaseerd op de benodigde flexibiliteit en capaciteiten Begrijpen wat uw behoeften en prioriteiten zijn qua technologie Beoordelen soliditeit leverancier [mktoform cta_header="Ontvang de checklist" ar_status="dynamic" cid_id="7010d000001KgTzAAK"] Genesys voorgeschreven migratie De kunst van vereenvoudigde migratie met beproefde ROI [cutoff co_thick="2px"]Oplossingen voor Customer Experience moeten zorgen dat u de klanten kent, kunt anticiperen op hun wensen en behoeften, en inhoudelijk kunt reageren wanneer en hoe zij willen. Maar als uw huidige customer experience bestaat uit beperkte kanalen, onsamenhangende klantinformatie en technologische beperkingen met negatieve invloed op bedrijfsvoering of de customer experience – dan is het tijd voor verandering. Contact center technologie is er zodat IT de organisatie kan helpen wanneer het nodig is. Vanzelfsprekend moet het meer waarde opleveren dan het kost – niet andersom. Maar voor veel bedrijven is het idee van migreren overweldigend en risiscovol. Dat hoeft niet. Met de juiste gids voor de migratiereis voert u vol vertrouwen en op de juiste manier veranderingen door. Stel u voor hoe het is om de verwachtingen van het bedrijf en de klanten te overtreffen Definieer een oplossing Migreer vol vertrouwen Bereik de gewenste bedrijfsresultaten [mktoform cta_header="Download de executive brief" cta_button="Download nu" ar_status="dynamic" cid_id="7010d000000mg6KAAQ"] [this_page_title] [cutoff co_thick="2px"]Seizoensgebonden capaciteitsproblemen variëren in de loop van het jaar en beperken zich niet tot feestdagen, hoewel die wel vaak de bron voor capaciteitsproblemen zijn. De aanpak om deze knelpunten op te lossen? Kijk eerst naar de historische data en identificeer de pieken en dalen. Plan op basis daarvan de bezetting en focus daarna op lastiger zaken die verder gaan dan normale schommelingen in aanbod. In dit ebook leert u: Hoe om te gaan met personele bezetting voor het afhandelen van het basisvolume Hoe om te gaan met verouderde technologie die zorgt voor slechte ervaringen Te begrijpen wat de beste tools zijn om seizoensgebonden capaciteitsproblemen op te lossen [mktoform cta_button="Download nu!" ar_status="dynamic" cid_id="7010d000001KfQ1AAK"] MIT Technology [this_page_title] Hoe wereldmerken menselijke talent en AI mengen voor het opbouwen van customer intimacy en het stimuleren van groei [cutoff co_thick="2px"] Bedrijven over de hele wereld innoveren met artificial intelligence (AI) de customer experience en werken aan betere relaties met hun klanten. Door middel van vragenlijsten en interviews met 599 managers, van grote tot middelgrote bedrijven over de hele wereld, laat dit MIT-rapport zien dat de meeste klantgerichte organisaties AI al uitgebreid toepassen in het klantcontact en de managementprocessen voor customer experience. Ontvang het wereldwijde rapport en de regionale focus op Europa voor toegang tot alle resultaten. Belangrijke inzichten zijn onder meer: Bijna 90% van de respondenten rapporteert meetbare verbeteringen in de snelheid waarmee klachten worden opgelost; 80% ziet dat grotere hoeveelheden gesprekken worder verwerkt met AI 80% van de respondenten ziet meetbare verbetering in klanttevredenheid, dienstverlening en prestatie van het contact center In Noord-Amerkika gelooft 60% van de respondenten dat ze volgend jaar 10% of meer waarde toevoegen aan de customer lifetime value. Europa gebruikt AI het meeste voor het vergroten van de merkbekendheid en voor het versterken van customer experience talent Meer dan een derde van de respondenten in Azie Pacific kan het hogere gebruik van AI linken aan omzetgroei van meer dan 10% [mktoform cta_button="Download nu!" cid_id="7010d000001GXvMAAW"] Een eBook met succesverhalen [this_page_title] [cutoff co_thick="2px"] Het implementeren van artificial intelligence (AI) is één van de belangrijkste stappen om de concurrentie voor te blijven – vandaag en op de lange termijn Maak meer impact met Genesys blended AI. Het kunnen automatiseren van informatie, processen, inzichten en trends, in combinatie met de kracht van de medewerkers, is onderdeel van ons totale portfolio. Lees dit eBook en ontdek wat wij kunnen met AI en hoe onze klanten: het aantal verlaten winkelmandjes verminderen met 30% de klantervaring verrijken belangrijke KPI’s bereiken [mktoform cta_header="Ontvang het eBook" cta_button="Ontvang" cid_id="7010d000001KgodAAC"] eBook [this_page_title] [cutoff co_thick="2px"] De cloud kan een grote verbetering zijn voor de customer experience, bedrijfsvoering en winstmarge. Dat zijn de redenen voor veel organisaties om te profiteren van de voordelen van cloud voor contact centers. Dit eBook richt zich op twee soorten kleine contact centers: kleine bedrijven en ‘kleine onderdelen van grote bedrijven’ of kleine contact centers die onderdeel zijn van veel grotere ondernemingen. Gebruik de kennis van onafhankelijke marktonderzoekers om te beargumenteren waarom u uw klantcommunicatiesysteem naar de cloud zou verhuizen. Met de juiste oplossing profiteert uw bedrijf van grootschalige mogelijkheden tegen een betaalbare prijs. En kunt u een ROI van drie maanden realiseren. Download dit eBook en leer: • How to calculate ROI and time-to-value in different types of small contact center profiles • What factors to consider when selecting a cloud vendor • Three common myths about the cloud • Hoe u ROI en time-to-value berekent voor de verschillende soorten kleine contact centers • Welke factoren te overwegen bij het selecteren van een cloudleverancier • Drie mythes over de cloud [mktoform cid_id="7010d000001KfR4AAK"] [this_page_title] We zitten midden in een retail-revolutie. Door grote doorbraken in technologie wordt [cutoff co_thick="2px"] Science fiction werkelijkheid. Van kunstmatige intelligentie tot gesproken zoekopdrachten, retailers bouwen aan ervaringen die frictievrij en gepersonaliseerd zijn met een niveau van dienstverlening dat eerder niet mogelijk was. Het niveau van de technologie stijgt – en dat geldt ook voor de verwachtingen van de klant. CX is de sleutel tot loyaliteit en met iedere nieuwe innovatie belanden retailers in een wapenwedloop van aanpassingen om de klant positief te kunnen blijven verrassen. Download dit eBook, kom erachter wat de huidige belangrijke retailtrends zijn en ontdek hoe de technologie van morgen de retailwereld vandaag al verandert. [mktoform cta_button="Download nu!" cid_id="7010d000001KeSUAA0"] Your people. Our technology. Amazing results. [videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/Lyy-jwB-Nlk?rel=0" gb_img="369781"][section_grid format="grid-b" column="grid-3x3" cards_bg="bgc-lgray" cards_shadow="shadow" title="It’s time for Super Human Service"][sg_item] 25% more customer spend goes to companies that get digital channels right[/sg_item][sg_item] 100% anticipated increase in remote work, compared to before COVID-19[/sg_item][sg_item] 60% of failed customer support calls could have been solved with better access to data[/sg_item][/section_grid][section_grid padding_control="no-top"][sg_item cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fconnect-without-compromise|title:Master%20digital%20engagement"]Digital customer engagement Connect with customers on their terms — seamlessly Empower customers to easily connect with your business on the channels they prefer. Take the full picture into account as you design conversation flows for chat, messaging apps and bots. Create successful engagements across channels — for your customers and your team — with a blended model.[/sg_item][sg_netvideo video_type="youtube" netsubs="%5B%7B%7D%5D" image="370332" preview="5" youtube="https://www.youtube.com/embed/6S-iNtfkTxQ?rel=0"][/sg_netvideo][/section_grid][section_grid padding_control="no-top" cards_bg="bgc-cobalt"][sg_item item_class="p-2 rounded"] Digital workforce engagement Support your team of engaged, productive agents Help your agents thrive in an increasingly remote, multiskilled and omnichannel world. Workforce engagement management goes beyond traditional workforce optimisation to balance efficiency with a focus on the human side. Explore how it improves employee engagement, performance and results. [/sg_item][sg_item item_class="p-2 rounded"] Data-driven experiences Put customer experience data to work Contact centres are gold mines for data. Turn that data into insights with the right platform and artificial intelligence (AI). Know customers better, understand their needs and predict solutions. We do the work of preparing and protecting your data so you can focus on making data-driven decisions. [/sg_item][/section_grid][section_form cta_header="" cta_button="Sign up" form_action="inline" background_clr="bgc-lgray" title="Get the how-to behind Super Human Service" cid_id="7011T000001YYWTQA4" ty_title="Thank you for your interest." ty_desc="We’ll contact you directly to set up a date and time that works with your schedule."]Join us as we reveal practical guidance on how you can deliver Super Human Service. You’ll be the first to receive invitations to digital events and details when new resources become available.[/section_form] Connect without compromise The channels your customers crave. The simplicity your team deserves.[videolightbox gb_format="image" gb_align="align-center" gb_link="https://www.youtube.com/embed/6S-iNtfkTxQ?rel=0" gb_img="370340"][section_cta format="cta-f" position_left="40px" vertical_align="center" margin_control="custom" title="Master digital engagement channels" image="369783" background_img="369786" margin_control_custom="9.167rem 0"]It’s no secret: Businesses are prioritising digital channels for customer engagement. Consumers are used to receiving new levels of service online. And increasingly, they’re turning to chat or messaging apps instead of a phone call. With the increased reliance on digital support for speedy responses, it’s a top priority to get these interactions right. We can help. Watch the webinar Get the eBook [/section_cta][section_grid format="grid-b" column="grid-3x3" padding_control="custom" cards_bg="bgc-plum" title="Discover how to walk, run and fly on digital channels" padding_control_custom="0 0 0 0"][sg_item title="Web messaging" image="131796"]Give customers an easy, convenient way to engage on your website with chat. Use persistent messaging and buyer behavior data to make sure you get it right.[/sg_item][sg_item title="Messaging apps" image="81931"]Reach customers on WhatsApp, Facebook Messenger, Apple Business Chat and Twitter. Be sure you don’t sacrifice conversation quality.[/sg_item][sg_item title="Chatbots" image="338729"]Offer an always-on option for customers to find answers and complete simple tasks with chatbots. Remember: Designing a good bot experience is critical.[/sg_item][/section_grid][section_cta format="cta-t1" section_width="contain" background_clr="bgc-lgray" fullname="Aarde Cosseboom" jobtitle="Senior Director of Global Member Services Technology, Analytics and Product" company="TechStyle" speakerquote="We have a robust CX platform with all the features needed to raise the bar on the service we provide. We’re now able to route, measure and expand new digital channels as customer preferences change." companylogo="361864"][/section_cta][section_grid column="grid-4x4" title="Your business, your needs."][sg_item title="Digital for retail" image="369794"]The desire to shop hasn’t changed. But the way consumers shop has.[/sg_item][sg_item title="Digital for government" image="347344"]Extend your organisation’s reach to citizens on digital channels they prefer.[/sg_item][sg_item title="Digital for banking" image="369808"]Banking leads in digital services. Keep your customer service bar high.[/sg_item][sg_item title="Digital for insurance" image="598"]Make sure customers can reach you on the channels they prefer — when they need you.[/sg_item][/section_grid][section_cta background_clr="bgc-cobalt" text_theme="theme-dark" background_img="369796" title="Discover more Super Human Service insights" cta="url:https%3A%2F%2Fwww.genesys.com%2Fen-gb%2Fresources%2Fyour-people-our-technology-amazing-results|title:Keep%20learning"]A focus on mastering your digital engagement channels is a great place to start. Get practical guidance on how to deliver amazing customer experiences with your team and our technology.[/section_cta] CONTACTBABEL INDUSTRY REPORT The Inner Circle Guide to AI, Chatbots and Machine Learning (2nd edition) Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. “The Inner Circle Guide to AI, Chatbots & Machine Learning” is one of the Inner Circle series of ContactBabel analyst reports investigating key customer contact solutions. This guide aims to give a detailed and definitive view of the reality of implementing and using these technologies, and a view on what the future holds. Download your copy of this industry report to learn what impact AI, Chatbots & Machine Learning can have on your delivery of exceptional CX! Download the guide [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YYP3QAO"] e-Book Enhancing the Student Experience in the New Normal [cutoff co_thick="2px"] As the months in our ‘New Normal’ trickle on and another academic year has begun, it has become clear that there are issues in the UK university sector which aren’t necessarily caused by the Coronavirus. However, the pandemic, like with many other sectors, has simply shone a light on the long-standing issues within higher education and accelerated them, forcing universities to act with greater urgency. Amid the continued uncertainty of when and how things can ever return to normal, the student experience at university has unquestionably changed. We examine: How Universities can seamlessly cope with spikes in call numbers whether during clearing, or other busy periods throughout the year How Cloud technology can help meet the high expectations of students in the digital age through anytime communications via phone, email and social media. Ways in which your University can be more flexible and cost-effective [mktoform cta_header="Get the e-book today" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001l0CGQAY" url="https://content.genesys.com/enhancing-student-experience" ar_url="https://content.genesys.com/enhancing-student-experience"] MYCUSTOMER RESEARCH REPORT The Future of Customer Experience in Retail Of all the industries impacted by COVID-19, the pandemic has arguably had the most polarising impact on the retail sector. The volatility caused some of the most known High Street giants to go into administration, but e-commerce based businesses have hit commercial heights. The retail landscape has been changed drastically by the disruption, as the combination of lockdowns and changing consumer purchasing habits forced retailers to rethink the way that their entire operations are managed and, in many cases, fast-track their digital transformation plans as a result. Download this report now to learn and gain insights into: How the retail customer experience has been changed The implications for retailers of the changes in the last 12 months What further changes are in store, and how retailers can prepare themselves Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001YYFXQA4"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] EBOOK 8 Considerations for Exceptional Customer Engagement An insurance company's guide to providing truly customer-centric experiencesThe customer experience has never been more important to insurance agencies, having become the key to competitive advantage in almost every industry. And with the recent economic downturn causing contact centres to be closed and consolidated, there’s never been a better time for new technologies and digital-first engagements to show their worth. After all, your customers today expect you to deliver the seamless, multichannel experiences they receive in every other walk of life. Download the ebook to learn: The importance of the human touch and empathy in customer experience The key to contextual insights of cloud technology Why migrating your platform will transform your customer engagement levels Take a look now, and discover more insights to a successful customer experience journey. Download Now [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001l11nQAA" url="https://content.genesys.com/uki-insurance/insurance-ebook_8-co" ar_url="https://content.genesys.com/uki-insurance/insurance-ebook_8-co"] EBOOK BFSI in the age of the connected customer An industry snapshot Change is an inevitability, and digital was already ripping up the rule book, before all the economic disruption changed the way most customers engage with BFSI. More than 59 million people in the UK now use a smartphone, democratising access to fast, connected, and on-demand services across all industries. BFSIs can no longer underestimate the demand for digital interactions. Download the full report to learn: What are the biggest customer trends in BFSI today How organisations in the industry can act and respond effectively to current changes Where we expect 2021 will take us next Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001l12HQAQ" url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t" ar_url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t"] FORRESTER RESEARCH REPORT The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence Vision: The Contact Centers For Customer Service Playbook The COVID-19 pandemic shed light on the need for contact centre modernisation to provide seamless customer experiences and to eliminate repetitive tasks. This crisis also revealed the important role of customer service in acquiring — and keeping — customers. In its report, Forrester goes in-depth on these key trends, top post-pandemic priorities, and outlines three main customer service trends to watch for in 2021. Download the full Forrester report and get market trends and insights on how to: Fuel customer service transformation with digital channels and AI Reduce the cognitive load on agents so they can focus on fostering loyal customers The importance of modernisation in your contact centre’s survival Download the report [mktoform cta_header="" cta_button="Download the report" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kylYQAQ" url="https://content.genesys.com/resource-forrester-megatrends-2021"] MYCUSTOMER RESEARCH REPORT Customer experience leadership during COVID-19 COVID-19 has thrown business strategies into chaos, and customer experience strategies are no different. Indeed, research indicates that nearly all organisations have made major changes to their customer experience strategy as a result of the pandemic. Drawing on interviews with multiple customer experience practitioners - many of whom were finalists in MyCustomer's recent CX Leader of the Year award - this report takes a look at some of the ways that COVID-19 has influenced customer experience strategies over the past year and examines how CX managers have responded and flourished. This includes: How opportunities for additional customer support and assistance were identified How staff were kept safe, supported and informed How customer communications were made transparent and proactive How customer experience’s influence within the organisation has been developed How focus on CX was maintained despite the pandemic Download this report now to learn from these real-world examples and gain insights into how the CX world has responded. Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001l09MQAQ"] Executive brief: Improve customer strategy with predictive routing Create a customer strategy that builds profitability and a predictable revenue foundation [cutoff co_thick="2px"]Customer experience is no longer just a series of interactions occurring on one communication channel. To meet today’s customer expectations and accelerate profitable growth, you need a clear understanding of customers and their intent across a growing number of channels. With a customer strategy that includes predictive routing, you gain the advantage of meaningful data and the ability to leverage it systematically to predict the best customer-to-agent match. The result is stronger customer relationships and better business outcomes. Read this executive brief to learn the valuable benefits of a data-driven customer strategy that uses predictive routing with artificial intelligence (AI) and machine learning, including: Business outcome scoring on customers and active agents to determine the best customer-agent match Visibility and control at every touchpoint to achieve specific outcomes The right level of engagement at every moment throughout the customer journey Real-time outcome performance monitoring with historical reporting for daily, weekly and monthly trending Key insights to continuously refine and improve customer strategy [mktoform cta_header="Get the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Kg6gAAC"] PRACTICAL GUIDE Manage call centre changes for better results A practical guide to contact centre change management Learn the steps needed to successfully manage organisational change—whether you’re migrating to new contact centre platform or adopting best practices for workforce engagement management. Download the guide to learn how to: Get buy-in from your teams and stakeholders Support your team through change and close knowledge gaps Ensure long-term adoption of new behaviors, processes and systems Download the guide [mktoform cta_header="" cta_button="Download the guide" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwyQQAQ" ar_title="Practical guide to managing change in your contact center" ar_url="https://content.genesys.com/resource-change-management/en-us-change-managem"] [rawcss raw_css="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"] GARTNER RESEARCH REPORT Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Gartner names Genesys a leader in the 2020 CCaaS Magic Quadrant The Contact Center as a Service (CaaS) landscape is highly competitive. The 2020 Gartner CCaaS Magic Quadrant report evaluates 13 vendors on their completeness of vision and ability to execute — to help you make the right choice. Genesys is proud to be named as a Leader for completeness of vision and our ability to execute through strong global operations, expansive geographic presence and a robust partner network. Get the full report to learn why Genesys is positioned as a worldwide leader with solutions for businesses of all sizes and industries. You’ll also get insights into: Key trends driving the CCaaS market Tips for navigating the marketplace How Gartner evaluates 13 providers on their ability to deliver great customer service Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Source: Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020 [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Speech Recognition" sub_title="Get accurate speech recognition without the complexity" image="308327" filecta_label="Download a PDF" filecta="308355"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved customer experience"] Personalise your customer’s first impression of your business. Enable tasks such as address recognition not possible with touch-tone self-service. Simplify customer input and speed up option selection by eliminating long menu lists. [/sg_item][sg_item title="Reduced costs"] Increase self-service completion rates by offering more natural interactions. More effectively automate simple, repetitive tasks while reserving agents for interactions that require human intervention. Install ISR natively with PureConnect – no additional hardware required. Improve productivity in the enterprise by allowing callers to access the speech-enabled ISR company directory [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Contact centres are continually challenged to balance customer satisfaction with cost containment. Automatic Speech Recognition (ASR) provides an effective method for achieving this goal by enabling more satisfying self-service interactions through a human speech experience. While ASR offers significant benefits, the solution has been accessible primarily to large contact centres due to the cost and complexity of deployment. Interaction Speech Recognition (ISR) from Interactive Intelligence brings the advantages of speech recognition to contact centres of all sizes by providing a built-in, cost-effective solution with accurate, flexible speech enablement.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key features"][sg_item] Select speech in accordance with the complexity of your application. ISR includes a large library of built-in selections for grammars: digits, date and time, numbers, currency, and Boolean. No limit to the number of words within a grammar. Allows the ability to perform functions without the restriction of staying within a prescribed word count [/sg_item][sg_item] For enterprise users: Built-in support for company directory as well as speech-enabled options included in Interaction Attendant. Eliminate the need for a separate ASR server by running directly on media server(s). [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308355"][/section_cta] MYCUSTOMER RESEARCH REPORT Empathy in Customer Service: A Consumer Survey and Practical Guide Today, with people more anxious and stressed than ever, empathy in customer service has arguably never been more important. To shed some light on this, MyCustomer and Genesys commissioned a consumer study examining how successfully today’s organisations are catering to their customers’ emotional requirements, and how it impacts business reputation and customer relationships. Download the MyCustomer report and learn: How well today’s organisations are responding to the consumer need for empathy in their customer service interaction Implications for those organisations that do and don’t deliver empathy well How to respond and improve empathy in your own service experience Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001krUBQAY"] [section_header text_theme="theme-dark" title="Take a new perspective on employee experience" background_img="339660"]Traditional workforce tools offered efficiency — but not much more. To engage modern teams, it’s time for a new perspective on employee experience.[/section_header][section_content][gsc_item format="content-d" tag_type="h2" media_type="youtube" title="Keep up with a changing world" yt_video="https://www.youtube.com/embed/yT6_YduCWQk"]As markets evolve around the world, Genesys is helping companies transform the way they work to support customers — and employees. Businesses that are unwilling to take on transformation can’t keep up with a world that expects innovation and demands attention.[/gsc_item][/section_content] The nature of business transformation Now it’s artificial intelligence (AI) and automation that are transforming our world. And they present an enormous opportunity for businesses to focus on the employee experience. Businesses that are unwilling to take on transformation can’t keep up with a changing world. They’re plagued by gaps in functionality, antiquated thinking and processes that don’t support desired business outcomes. Employees feel it, too. In worst-case scenarios, these businesses collapse from their poor employee experience. There’s a new generation of employees who expect more from employers. They want job satisfaction. They want to be a part of the solution. And they want to know you’re paying attention to their needs. How you respond to this desire for empathy is key to transformation.[section_grid column="grid-1x1" padding_control="no-top" cards_bg="bgc-white"][sg_item image="339579" item_class="bg-white"] New employees. New expectations. By 2025, 75% of the global workforce will be millennials who want and need: Simple and straightforward training Guidance and feedback Tools that encourage active participation in their development [/sg_item][/section_grid] Determine where your transformation begins [section_content padding_control="no-top"][gsc_item format="content-b1" image="339644"]For decades, contact centres have focused ​on optimising efficiency and effectiveness ​to improve customer experience. And early workforce management tools reflected that. Workforce management (WFM) and workforce optimisation (WFO) tools offered contact centres modern operational efficiency and some workforce scheduling — but not much for improving the employee experience. Genesys Cloud Workforce Engagement Management (WEM) does more than fill the gaps. It includes the WFO and WFM features you need — and the latest workforce engagement tools to help all employees thrive. It’s built to transform your contact centre ecosystem for more satisfied employees and customers. Use the examples on the left to determine which workforce ring you fall into now and where your transformation to true workforce engagement begins.[/gsc_item][/section_content][section_grid column="grid-3x3" padding_control="custom" title="Engaged teams drive better results" desc="Putting employee engagement first is the most direct path to improving customer experience. According to Gartner, the adoption of cloud technology has become mainstream and expectations of the outcomes are higher. Cloud gives businesses access to the latest innovations without compromising availability and scalability — the fundamentals of an employee experience transformation." padding_control_custom="5.556rem 0 0 0"][sg_item title="The Temkin Group" image="595"]CX leaders have 60% more engaged employees than CX laggards.[/sg_item][sg_item title="Gallup" image="9491"]Highly engaged business units achieve 10% higher customer metrics, 20% higher sales and 21% higher overall profitability.[/sg_item][sg_item title="Gartner" image="9429"]Employee engagement is of equal or higher importance than other factors according to 86% of organisations.[/sg_item][/section_grid][section_content section_width="contain" background_clr="bgc-bb-red"][gsc_item format="content-d" cta="url:https%3A%2F%2Fwww.genesys.com%2Fresources%2Ffrost-sullivan-best-practices-award|title:Read%20more|"] Frost & Sullivan awarded Genesys the 2020 Frost Radar Best Practices Award for Innovation Excellence in Workforce optimisation [/gsc_item][/section_content][section_form cta_button="Sign up" form_action="inline" background_clr="bgc-bb-teal" title="Start your transformation with Genesys Cloud Workforce Engagement Management." ty_title="Thanks for your interest." ty_desc="We’ll contact you directly to talk about your transformation to true workforce engagement management." cid_id="7011T000001kvqyQAA"]Do more than fill the gaps. Build employee engagement with tools that simplify the experience and smart automation that always has your team’s back.[/section_form] 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 IDC Study Redefining Customer Experiences with Cloud and Artificial Intelligence-Enabled Contact Centers IDC Report focused on the Middle East market [cutoff co_thick="2px"]Organisations in the Middle East are increasingly investing in technology to gain an advantage in an increasingly competitive environment, enhancing customer experience (CX) through digital transformation (DX) is the top business priority for organisations of all sizes across all industries. Read the full IDC report and find out: The use of AI in the CX domain, and why it's the most notable trend in the Middle East. Why more than ever organisations are using AI to boost their CX and improve agent productivity Why organisations have highlighted that the use of AI has stremlined the CX process How AI has reduced costs and optimised the use of company resources. Download this white paper and discover the key findings from the latest IDC research examining the current market dynamics of cloud-based contact centres in the Middle East[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD STUDY" ar_status="dynamic" cid_id="7011T000001kx0gQAA"] CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Retail In retail it’s all about keeping your customers happy. Increasingly, this means integrating web chat, chat agents, and proactive outbound customer service through emails, calls or SMS, to improve customer satisfaction. See how your efforts stack up in the latest UK Contact Centre Verticals: Retail Report. Leveraging data from multiple large-scale surveys of retail contact centers in the UK, this study takes an in-depth look at operations and trends. Download the ContactBabel report and learn: Trends in size, structure, and growth of retail contact centres Contact centre within the retail sector benchmarked against the larger contact centre industry Technology adoption trends within retail call centres Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kqmEQAQ"] CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Insurance Although your customers still want live support, keeping up with their expectations means using web chat, email management, gamification and interaction analytics. The complexity of managing customers and cases continues to rise with the popularity of self-service, mobile service, online product quotes, comparison sites and online account management. Take a closer look at the latest advancements that affect your business in the latest Contact Centre Verticals: Insurance report. Leveraging data from multiple large-scale surveys of hundreds of UK insurance contact centres, this study takes an in-depth look at their operations and trends. Download the ContactBabel research report and learn: Trends in size, structure, and growth of insurance industry contact centres How contact centres within the insurance sector benchmark against the larger contact centre industry Technology adoption trends within insurance sector call centres Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kqm9QAA" url="https://content.genesys.com/uki-insurance/uk-cc-verticals-insu" ar_url="https://content.genesys.com/uki-insurance/uk-cc-verticals-insu"] CONTACTBABEL RESEARCH REPORT UK Contact Centre Verticals: Finance The financial services industry - banks, credit card companies, loan companies, stockbrokers, financial services advisers and debt collection agencies, have been relatively slow to embrace digital communication. This has started to change as customers have come to expect solutions such as web chat, speech analytics and AI to be implemented, and increasingly demand self-service, mobile banking, video agents and online banking. The UK Contact Centre Verticals: Financial Services looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK financial services sector. Leveraging data from multiple large-scale surveys of hundreds of contact centres, this study gives an in-depth look into this vertical’s contact centre trends and operations. Download the ContactBabel research report and learn: Trends in size, structure and growth of contact centres within this industry Financial service contact centre metrics benchmarked against the larger contact centre industry Technology adoption trends within call centres in the financial sector Download the report [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kqa3QAA"] EBOOK Customer Relationship Barometer What future for Customer Experience in times of health crisis? Genesys, in partnership with Orange Business Services and the Relation Client magazine, carried out a study among 257 customer relations professionals, between May and July 2020. This study focuses on the evolution of CX issues in the face of the health crisis and the new investment priorities made by French companies to strengthen customer satisfaction. Discover the detailed results and comments from our experts. Read the e-book [mktoform cta_header="" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kwr0QAA"] EBOOK Journey mapping in the contact centre and the role of predictive engagement How they work together for faster and more effective outcomesYour customers are empowered by an endless number of online options, digital channels and easy access to information. This digital disruption is shifting business focus from traditional communication techniques to dynamic engagement across all channels. Journey mapping looks at customer interactions across all touch-points and empowers your agents with the complete customer context needed to drive more personalised customer experiences, build deeper relationships, increase revenue and improve lifetime value. Download the ebook to learn: How journey maps drive customer-centric processes for multichannel customer engagement How leading vendors design and orchestrate proactive and personalised customer journeys How a journey-focused approach optimises your agent and customer experiences Download Now [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kwERQAY" ar_url="https://content.genesys.com/ddg-journey-mapping"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Digital" sub_title="Increase revenue and reduce costs by orchestrating omnichannel customer journeys" image="4153" filecta_label="Download PDF" filecta="4154"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Digital channels"] Create proactive engagement on your website and mobile apps at critical times to offer promos or service to reduce bounce rates or abandonment. Omnichannel creates context and consistent customer experience across all non-voice channels, including web chat, email, SMS, social and messaging apps. • Support multimodal interaction over multiple channels to reduce resolution times. For example, you can push a form to a customer over the web while still on phone. [/sg_item][sg_item title="Customer experience platform"] Native technology targets all channels, including voice, across a common platform for lower TCO, improved service and reporting consistency. An omnichannel desktop handles all channels, including voice, integrated knowledge and journey history. The result is increased agent productivity, improved customer experience through reduced effort and increased first contact resolution. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Digital transformation is one of the most important trends shaping the future of business. It is the realignment of, and investment in, technology and business models that will more effectively engage digitally savvy customers at every stage in the omnichannel customer journey. Digital transformation changes the way companies sell, market, operate and scale in an increasingly digital economy. This transformation is not without challenges. The rise in multichannel touchpoints has greatly complicated the end-to-end customer journey, especially as use of mobile devices increases. Customers expect to receive consistent and personalised experiences—no matter which channel they use. But it difficult to manage the customer experience across self-service and assisted service when each channel emerges from a separate technology silo. Without contextual awareness for customers and their journeys, or visibility into the service or sales performance provided, you get an impersonal experience that creates dissatisfied customers and inefficient operations. Automation and blended Artificial Intelligence offer new opportunities across the enterprise Artificial intelligence (AI) has tremendous potential in the world of digital customer experience—from automating tasks like setting appointments and troubleshooting problems to empowering customers to serve themselves. Machine learning and predictive decision-making capabilities offer the promise of intelligent and faster data processing that wasn’t possible before or was highly inefficient when done by humans. Genesys enables a hybrid approach called “blended AI,” which puts AI and bots into action to augment the jobs humans do. Blended AI tackles the grunt work of collecting information and processing data which, in turn, empowers people to provide better, more meaningful service. With bots handling common issues, agents have more time to deal with complex and nuanced issues that require a human touch. This blended AI approach combines artificial intelligence with the power of the human touch to reshape the way businesses create higher levels of customer satisfaction and efficiencies. Asynchronous communication empowers long-lived conversations at the customer’s pace Messaging is the fastest growing and most widely used form of interpersonal communication, outpacing SMS and social networks. The ubiquity of messaging applications and their growth trajectory make them an important consideration and opportunity for customer experience and sales operations. Businesses now have an opportunity to incorporate messaging apps into their customer experience strategy, meeting customers where they most frequently communicate. Genesys enables organisations to use a combination of automated and agent-assisted interactive dialogues, bringing the benefits of interactive messaging into customer service, sales and marketing operations. You can escalate messages that require special handling to live agents, when needed. For consumers, this brings convenience, immediacy, ease-of-use and self-service; it also eliminates the need for customers to wait on hold. For businesses, it means high response rates, cost-effectiveness, reduced inbound calls, increased agent productivity and improved customer experience. Effectively manage the digital workforce To effectively deliver an optimal experience across the omnichannel customer journey, you need to plan and deploy the right staff—at the right time—for the right customer. Many companies struggle to staff a workforce across all channels and touchpoints. In fact, studies show that a top pressure for management is the need to improve overall workforce productivity through better employee management. Optimising your workforce starts with accurate forecasting and cost-effective scheduling across all communication channels. Too often, these channels are managed in silos, creating great complexity and manual work for your planning department. Additionally, performance data must be gathered from multiple places to ensure accurate and effective schedule forecasting. Genesys Digital, along with workforce optimisation capabilities, automates the manual work of your operations and planning teams, increases first-contact resolution, improves staff productivity and helps you deliver on your SLAs within budget. The workforce is often the brand ambassador to your customers and directly affects their experiences. With Genesys, you ensure they’re well-trained and informed, reducing labour costs and driving efficiencies. Drive revenue The continued growth of online and mobile shopping has made it incredibly easy to comparison-shop with little concern for brand loyalty. Customers choose to do business with companies that offer the lowest price or the best services in the most efficient manner. Companies compete now more than ever to fend off increasingly high levels of abandoned shopping carts and lower sales conversions. Genesys Digital provides the capabilities needed to track customer actions across channels to proactively engage customers at the precise moment of opportunity. This reduces shopping cart abandonment, improves conversion rates and reduces churn. Companies continuously struggle to understand the buying habits and behaviours of their customers. They must determine: Which sites customers have visited; What channels were used to search for products and services; When and how to effectively engage with these customers. Compounded with the difficulty in attributing anonymous web traffic and a lack of contextual awareness, many companies’ websites are full of wasted opportunities to create meaningful customer engagements. Genesys makes it significantly easier to manage a customer conversation that could stretch across multiple touchpoints and time by basing engagement decisions on customer context from current and past interactions—at the right moment and with the right resource. The seamless, personalised experience increases the likelihood of a customer recommending your product or service for a higher overall Net Promoter Score (NPS). Deliver an omnichannel customer experience Most companies today can only support multichannel—not omnichannel—customer engagement. While they support many channels, they typically cannot support multiple channels simultaneously within a single interaction (multimodality), cannot link interactions in a step-by-step workflow (orchestration), and cannot manage the lifecycle of the customer journey (design, orchestrate, monitor, tune) to provide a personalised and context-appropriate experience for every customer (journey management). This leaves companies unable to provide the type of personalised context-appropriate experience today’s digitally driven customers demand. Genesys Digital combines multimodality, orchestration and journey management to provide a great omnichannel customer experience with compelling business outcomes. Most customer journeys begin on self-service touchpoints. Yet, impersonal and non-contextual self-service often results in abandonment, escalations to assisted service and a poor customer experience. With Genesys Digital, you can transform self-service and assisted service engagement by orchestrating designed omnichannel customer journeys across all touchpoints and channels to deliver a consistent, seamless and low-effort customer experience. Modernise with Genesys Digital It is time to modernise the digital customer service and sales experience with Genesys Digital. Our solution is comprised of a natively developed suite of digital channels that are built on a common channel infrastructure within a single customer experience platform. The result is less complexity and the elimination of silos, which reduces costs. With integrated workforce management and analytics, you have everything you need to deliver a consistent and seamless omnichannel customer journey and experience. Be prepared for the digitally savvy customer If your organisation is in the midst of a transformation to better prepare for the digital economy, contact Genesys. Learn more about how Genesys Digital can help increase revenue and reduce costs by orchestrating omnichannel customer journeys designed for optimal experiences.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray"][sg_item title="Workforce"] Integrated digital workforce management uses a unique algorithm designed for non-voice interactions to improve the accuracy of forecasting, scheduling and adherence. Cross-channel SLA management improves insights, adherence, and continuous reprioritisation and assignment by value. It also reduces payment of penalties and delivers a consistent experience over any channel by customer segment. [/sg_item][sg_item title="Analytics"] Speech and text analytics understand causes of issues and improve conversion rates. Cross-channel digital quality management works with text analytics to monitor the quality of assisted interactions and to identify training opportunities—improving compliance adherence and first-contact resolution [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download the PDF" filecta="4154"][/section_cta] [this_page_title] [cutoff co_thick="2px"] Having a single vendor for contact centre infrastructure and workforce engagement management eliminates the business challenges and technical obstacles of managing multiple vendors. You also gain the advantage of an integrated solution that positively affects your customer experience, employee engagement and business results. Read this eBook to learn the key benefits of choosing a technology provider that delivers the optimal integrated solution, including: Having a single version of truth through consolidated data, reports and infrastructure Gaining ongoing access to the most advanced innovations in customer experience and workforce engagement Driving employee effectiveness that’s shared between your routing platform and workforce engagement suite Using artificial intelligence to automate routine tasks to free up agents to engage with customers on more challenging issues How a large insurer saw a 50% reduction in system costs and a 73% increase in Net Promoter Score [mktoform cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfJPAA0"] ANALYST RESEARCH REPORT Forrester recognises Genesys as a leader in Contact Centre as a Service The Forrester Wave™: Contact-Center-as-a-Service (CCaaS) Providers, Q3 2020 As the number of digital channels continues to grow, remote agents need reliable technology to support them in this new normal. This requires a robust, all-in-one contact centre solution that offers personalisation at scale. Genesys is proud to be named a leader in Contact Centre as a Service (CCaaS) solutions in the 2020 Forrester Wave report and recognised for its extensive product portfolio, CRM integrations, and native workforce optimisation (WFO) capabilities, which allow for a seamless user experience for multiple roles, and more consistent operational and WFO data. Download the full report to learn why Forrester recognises Genesys as a leader in CCaaS and see: An independent analysis of CCaaS providers Key market trends What to look for in a CCaaS solution Vendor comparison charts on current offerings, strategies and market presence Download the report [mktoform cta_header="" cta_button="Download now" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kvxkQAA" ar_url="https://content.genesys.com/forresterwave-ccaas-2020" url="https://content.genesys.com/forresterwave-ccaas-2020"]The Forrester Wave™ is copyrighted by Forrester Research, Inc. Forrester and Forrester Wave™ are trademarks of Forrester Research, Inc. The Forrester Wave™ is a graphical representation of Forrester’s call on a market and is plotted using a detailed spreadsheet with exposed scores, weightings, and comments. Forrester does not endorse any vendor, product, or service depicted in the Forrester Wave™. Information is based on best available resources. Opinions reflect judgment at the time and are subject to change. EBOOK The great customer experience opportunity: Reflections from the Customer Experience Management in Telecoms Global Summit 2020 The pace of change has been unrelenting for telcos. In recent years, infrastructure improvements, demands for more data, and the explosion of streaming, social media and messaging have set the agenda. However, the irony is, that an industry built upon connecting people has been so guilty of failing to listen and as a result, customer experience has suffered. Disappointed customers leave in droves, often telling their friends about their experience on Twitter. Across the board, poor service delivery has been punished. This report includes insights from the industry leaders placing customer experience (CX) at the top of their to-do lists. We hope it helps and inspires you with your own customer experience revolutions. Get this ebook to learn: Why customer retention is more important than customer acquisition How customer journey mapping is an important priority How AI and data management creates ROI Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kw1XQAQ"] EBOOK Moments with meaning: Insights into CX Exchange BFSI 2020 CX Exchange BFSI 2020, brought together leading executives from the industry to share ideas on how to thrive in a rapidly evolving market. Demands on the BFSI industry are great, with customers and employees expecting more from interactions. Customer service leaders have to grapple with the rise of challenger banks, explore the possibilities of artificial intelligence (AI) and meet the challenges of a multichannel world, while balancing budgets and installing feedback mechanisms and metrics. This guide gathers key ideas from the CX Exchange BFSI. We hope it offers you some inspiration, get this ebook to discover: About digital transformation to leave no customer behind How to innovate and collaborate to win How to optimise customer experience with AI Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kw1NQAQ"] EBOOK Re-energising the customer conversation: Reflections on Utility Week Customer Summit 2020 Utilities suppliers are in uncharted territory with new disruptive competitors, ever-increasing customer expectations, an ageing population, disruptive technology and the drive towards sustainability have have put pressure on the sector. For some, the pace of change has been too much; others have thrived. Those that have benefitted most are the businesses that recognise that in a price-capped world, advancing the customer conversation is a matter of necessity rather than choice. It was with this in mind that much of the industry attended the Utility Week Customer Summit 2020. The event was an informative experience, full of passionate speakers who were open about the challenges they face in modernising and digitising. Reflecting on the event, the Genesys team was struck by how proactive industry leaders are in not just meeting the challenges head on, but in seeing them as value opportunities for the years ahead. Get this ebook to learn: How perceptions can be problematic for business Which trends are shaping the conversation How personalisation is the key to business performance Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kw1DQAQ"] EBOOK Ten to-do items for CDAOs: Insights from Chief Data and Analytics Officers, UK Looking at the Chief Data and Analytics Officers, UK conference, which took place earlier in 2020 and breaking down the insights for all those that are in charge if company data. The expectation of collecting information and converting it into profits, as well as, to drive cultural change, build data literacy skills, address privacy concerns, create infrastructure and adopt disruptive technology, creates enormous pressures. And they're expected to do it all while remaining ethically astute and realigning the workforce to be more representative of society as a whole. Get this ebook to learn: Insights and experiences of representatives from the likes of HSBC, Just Eat, Centrica, Volkswagen and more Typical demands on the average CDAO, helping you make informed decisions about data strategy How to transform customer data into business growth Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kw1IQAQ"] ContactBabel Research Report The UK Customer Experience Decision-Makers’ Guide 2020-21 The "UK Customer Experience Decision-Makers' Guide (2020-21 – 3rd edition)" is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations. Taking a random sample of the industry, a detailed structured questionnaire was answered by 206 senior CX and customer contact professionals between May and July 2020. Analysis of the results was carried out in August 2020. Additionally, a survey of 1,000 UK consumers was carried out in July 2020 in order to understand their attitudes to elements of businesses’ CX programs and what they understand a positive customer experience to be. Third-party White Papers, case studies and thought leadership pieces are also referenced to assist readers who may wish to look more in-depth at specific areas or to gain another viewpoint. Download your copy here. Get the guide [mktoform cta_header="" cta_button="Download the guide" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kvXhQAI"] ContactBabel Research Report The Inner Circle Guide to Omnichannel Workforce Optimisation Recent years have seen a resurgence in investment in workforce management solutions, often driven by the increasing requirement to handle ever-growing volumes of digital interactions, as well as a rise in remote working and managing employees’ greater expectations of flexible working patterns. These workforce optimisation solutions aim to address four key commercial and operational issues: Improve agent skills and experience, increasing the quality of interactions Increase customer satisfaction Reduce the cost of service through efficiency Understand interactions and improve the efficiency of associated business processes This reports discusses the various WFO (also referred to a WEM) options available to businesses, describing the use cases for each tool, the benefits, and the current rate of industry adoption. Get the report [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t987QAA"] How-To-Guide: Using AI to Personalise the Customer Experience Personalising the customer experience is a task that every organisation knows is important, yet, few businesses are willing to strategically deliver. Individualising the experience is more than firm handshakes and friendly smiles. It requires a robust infrastructure, one able to analyse actionable data and artificial intelligence. Today’s contact centres and organisations gather far too much customer intel to get away with impersonal service. Attention scarcity means you can’t afford to bombard your customers with irrelevant emails or lose their followership on social media. They’ll churn. This report will help you change your contact centre into a seat of personalisation – a value creator that can turn AI into individualised customer experiences. Topics include: 5 Key steps to personalising the customer experience The development of systematic customer profiles. How to collect more data through different mediums, reaching consumers on their preferred channels. Detailed approaches for collecting feedback. Download the research report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kqmEQAQ"] 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 White Paper UK Universities: Competing in Clearance Why universities are turning to cloud-based call centre software to improve admissions performance. [cutoff co_thick="2px"]This white paper examines why High Education is turning to cloud-based solutions to improve admissions and amid the continued uncertainty and what support is available to encourage enrolment. Institutions need to explore the various tools available to them in order to provide students with a chance to pursue their academic aspirations, whilst at the same time allocate places on unfilled courses. We examine: Unique insights on where to turn when competition for new university students is fiercer than ever before Why High Education is turning to cloud-based solutions to improve admissions How a superior communication strategy, ensuring efficient enrolment, collaboration & administration will put you in a standout position this summer to avoid clearing chaos. [mktoform cta_header="Get the report today" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7011T000001t8LFQAY" url="https://content.genesys.com/competing-in-clearance" ar_url="https://content.genesys.com/competing-in-clearance"] How to set up a contact centre from scratch – in less than 3 days How the City of Helsinki set up their helpline Cloud and Automation is key for organizations looking to offer the best customer service possible. Cloud offers fast and simple implementation, and AI allows for a more efficient way of engaging with customers, whether you need to support your agent’s or interacting with customers digitally to increase conversion rates. The Finnish City of Helsinki set up a contact centre in less than 3 days reaching out to over 80,000 elderly to help with everyday life during Covid-19. After just four weeks they had made over 40,000 contacts, and all of this was possible thanks to the Genesys Cloud platform. Download the article to learn about: How organisations can differentiate their business by offering smarter customer service solutions. Set up scalable customer service in no time. Implementing Workforce optimization tools that improve CX and increase revenue. Cut cost and reduce call wait times by utilizing AI technology. Download Now [mktoform cta_header="" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8ue"] ANALYST REPORT Frost Radar™: European Contact Center as a Service Market, 2020 Genesys software outranks the competition in the Frost and Sullivan Frost Radar™: European Contact Center as a Service Market, 2020 report. Genesys Cloud™ contact centre software tops the CCaas market by offering an all-in-one cloud contact centre platform, the most complete marketplace, a myriad of high-quality native features, a simple user interface, and unmatchable customisation capabilities. Download the report to see why Genesys is a leader, including: Heavy investment in developing innovative applications for predictive engagement and for embedding artificial intelligence capabilities in customer experience tools An innovation strategy that's faster than anyone in the industry CCaaS revenues skyrocketing due to accelerated customer cloud adoption Download the report [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8idQAA"] White Paper UK Contact Centres: Winning In The New Normal UK Contact Centre Remote Working Survey White Paper [cutoff co_thick="2px"]Genesys and IST conducted an online survey between 21st of April 2020 till 30th of April among 150 contact centre executives and managers the United Kingdom. The survey found that more than eight-in-ten managers (82%) said 75% or more of their contact centre staff are working remotely and more than half (54%) have 100% of their contact centre agents operating remotely. Employee wellbeing biggest challenge during pandemic 58% of contact centre managers said ensuring staff wellbeing was their biggest challenge whilst transitioning to remote working. More than a third (35%) said the restraints imposed by their current technology give them the biggest headache, while for 34% it is maintaining the effectiveness of their workforce. Over a quarter (26%) said enabling remote working was their greatest difficulty, along with lowering contact centre demand. Only 18% said budgets are currently their main challenge. Increased call volumes and demand on Contact Centres Based on interaction data from the industry’s leading cloud contact centre platform, Genesys Cloud, between Q4 2019 and Q1 2020, UK businesses saw an increase of nearly 33% in customer service inquiry volumes. Dealing with the increase in demand, businesses were asked which technologies could help contact centres manage these increases. Chatbots came top, selected by 34% as a priority for businesses looking to provide quick answers to frequently asked questions, such as opening hours. Knowledge base self-service was on the wish list for almost as many (32%). Nearly 30% want to introduce robotic process automation (RPA) to assist agents and exactly a quarter (25%) want to see implementation of voice biometrics to identify callers, save agents time and eliminate frustrations. Download this report now to learn how contact centres can adapt to win in the new normal.[mktoform cta_header="Get the report today" ar_status="default" cid_id="7011T000001t6mnQAA"] EBOOK Genesys and Google Cloud: Bringing contact centre AI to life Artificial intelligence (AI) in the contact centre has moved beyond hype. Customers are willing to engage with bots, but they also want to talk to agents for complex issues. Conversational AI can drive efficiencies by automating simple, repetitive interactions while allowing for a smooth handoff between bots and live agents. It also frees up agents to handle more complex issues. Genesys and Google Cloud make AI-powered customer experiences accessible to companies of all sizes and sophistication levels. Get this ebook to learn: Three challenges that conversational AI solves in contact centres How voicebots and chatbots can improve operational efficiency How to empower agents with an AI-powered virtual assistant Read the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] MIT RESEARCH REPORT The global AI agenda - Promise, reality and the role of AI and data sharing Understanding AI’s real impact on businessArtificial intelligence (AI) capabilities are no longer reserved for big tech players. From manufacturing to energy and health care to government, MIT found that organisations from all industries and sectors are experimenting with a suite of AI solutions. MIT Technology Review Insights surveyed over 1,000 senior executives across different sectors and regions of the world to understand how organisations use AI now and plan to in the future. Read the report today to learn about: Real-world AI use cases Scalability challenges businesses face Business readiness to share data and enhance AI capabilities Download the report [mktoform cta_header="" cta_button="Download the report" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK" url="https://www.genesys.com/en-gb/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing"] IDC Spotlight: IDC Nordic Analyst Perspective: Customer Experience drives tomorrow’s business Nordic organisations are positioned to utilise digital determination and cultural abilities to turn CX into a vital business evolution. The digital maturity in Nordic organisations has grown remarkably according to IDCs Tech Pulse Survey. Never before have companies in the Nordic welfare economies had this advantage of technology and digital culture on the brink of restarting after an economic crisis. And at the same time, they are ready to take next digital steps with cloud, analytics and AI. According to IDC by 2022, 75% of enterprises will embed artificial intelligence into customer-facing technologies and processes using AI-based software to discover operational and experiential insights to guide innovation. Get this IDC Nordic Analyst Perspective and learn about: • Why customer experience solutions should be rooted in efficiency and automation. • How CX is closely related to employees in contact centres and similar customer functions. • Which technologies are needed for CX Solutions today and in the future? Get the IDC Report [mktoform cta_header="" cta_button="Read now" form_p_target="custom" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001Id6iQAC"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Interaction Edge" image="307425" filecta_label="Download a PDF" filecta="307482" img_alt_text="Interaction Edge" sub_title="Product Data Sheet"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="For complete single-vendor SIP capability"]The Interaction Edge™ multipurpose appliance combines a powerful IP gateway, media server and SIP proxy into a single 1U appliance solution. That makes Interaction Edge easy to deploy and manage. When paired with the Genesys PureConnect IP platform, it provides a highly redundant solution to manage all aspects of SIP processing for contact centre automation and enterprise-wide unified communications. The Interaction Edge appliance is designed to play several roles when connected to a SIP-based PureConnect system: it can be a small media server appliance with a SIP proxy; a mid-sized gateway (1 or 2 spans) with a media server and SIP proxy, or a large gateway (4 or 8 spans). The Interaction Edge models that support 1 or 2 spans are the perfect fit for remote sites, allowing the gateway, media server and SIP proxy functions to be deployed using a single piece of hardware. The Interaction Edge appliance also uniquely allows contact centres and businesses to implement a fully-integrated SIP solution for IP communications from ONE vendor. Whether a SIP-based PureConnect/Interaction Dialer® configuration, Interaction Edge enhances special dial plan routing, redundancy, and load balancing across your PureConnect platform.[/gsc_item][/section_content][omnitable column="col-five" theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-5" h_align="center"] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col h_align="center"] Up to (Media Server Add-Ons [/omnitable_col][omnitable_col h_align="center"] Installed (Media Server Add-Ons [/omnitable_col][omnitable_col h_align="center"] Channels [/omnitable_col][omnitable_col h_align="center"] Spans [/omnitable_col][omnitable_col h_align="center"] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X0[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]N/A[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X1[/omnitable_col][omnitable_col]1[/omnitable_col][omnitable_col]T1/24 E1/30[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]4[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X2[/omnitable_col][omnitable_col]2[/omnitable_col][omnitable_col]T1/48 E1/60[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]2[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X4[/omnitable_col][omnitable_col]4[/omnitable_col][omnitable_col]T1/96 E1/120[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]EDGE01X8[/omnitable_col][omnitable_col]8[/omnitable_col][omnitable_col]T1/192 E1/240[/omnitable_col][omnitable_col]0[/omnitable_col][omnitable_col]0[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-5"]Models 0, 1, and 2 can be deployed with or without a SIP Proxy License[/omnitable_col][/omnitable_row][/omnitable][omnitable theme="orange-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Server [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Spans [/omnitable_col][omnitable_col] Models [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Dimensions[/omnitable_col][omnitable_col]1U; 17.5 (W) 1.9 (H) 16.25 (D); Rack Mount or on shelf[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Temperature[/omnitable_col][omnitable_col]Operating: 32°F to 95°F (0°C to 70°C) Non-operating: -4°F to 158°F (-20°C to 70°C)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Humidity[/omnitable_col][omnitable_col]Operating: 20%-80% at 30°C (86°F)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Noise[/omnitable_col][omnitable_col]53 dB (office)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]LAN Support[/omnitable_col][omnitable_col]Dual redundant gigabit (10/100/1000 Mbits/sec) (NICs)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]DC Output[/omnitable_col][omnitable_col]275W[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]AC Voltage[/omnitable_col][omnitable_col]100-240 VAC, 50/60Hz 4-2A per cord[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Software[/omnitable_col][omnitable_col]Edge Embedded OS[/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col span="span-5"]Models 0, 1, and 2 can be deployed with or without a SIP Proxy License[/omnitable_col][/omnitable_row][/omnitable][section_grid background_clr="bgc-lgray" title="Key features"][sg_item title="Gateway"] Digital trunk-to-SIP conversion Available in 1, 2, 4 and 8-span models Fully integrates to the Genesys PureConnect IP platform Easy to set up Web-based configuration Special dial plan routing A complete single-vendor solution [/sg_item][sg_item title="Flexible NxM architecture deployment"] High scalability, load balancing, fault tolerance Increased redundancy and reliability High call volume capacity via outbound Interaction Dialer servers Advanced call analysis for outbound dialing Fax relay support Fax transmissions to and from the PSTN (via T.38) [/sg_item][sg_item title="Media server"] NxM configuration Call recording, compression, and encryption of voice and voice mail with DTMF Record in TrueSpeech, G.711 (u-Law and a-Law), G.726-32, GSM, or L16 format Perform transcoding Quality of Service (QoS) for both audio and signaling Perform transcrypting between SRTP and RTP Advanced call analysis including detection of colored ringbacks and message detection Supports the Interaction Analyzer™ application to enable real-time keyword and phrase spotting Automatic Speech Recognition Audio Conferencing (simultaneous limit dependent on media server hardware and configuration) Supervisory monitoring by routing audio stream through the media server, not the PureConnect application server Enables playback controls for easy movement through a recording Support for remote dynamic audio, single side recording, and call waiting tones, as well as manual entry of DTMF digits from the .NET PureConnect client T.38 faxing in and out (simultaneous limit dependent on media server hardware and configuration) Playback of recorded music during ACD Wait and Hold states Prompt plays requiring DTMF input and plays .wav files, TTS, and DTMF Registers easily with any number PureConnect servers via an intuitive web administration interface Remote site recording to decrease WAN traffic. Also supports remote retrieval of recordings during non-peak hours via network or HTTP to optimise bandwidth usage Multiple independent supervisory records on the same call [/sg_item][sg_item title="SIP Proxy"] Compliant with the latest specification of the SIP standard (RFC 3261) and supporting all SIP methods and status codes Built-in web server for easy configuration and remote access from any browser Unlimited number of routing entries using a powerful yet intuitive regular expression pattern matcher Unlimited number of destination entries Fault tolerant routing; if a monitored server is not available, the SIP proxy will use the next available route Load balancing for SIP messages using a round-robin, random or prioritised distribution [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="SIP capability for Interaction Dialer" desc="When configured with PureConnect and Interaction Dialer 3.0 or higher, the Interaction Edge appliance allows teleservices firms, collections firms, and businesses offering blended inbound/outbound dialing services to:"][sg_item title="Perform advanced call analysis for outbound dialing needs"]In a SIP station’s live-side configuration, the Interaction Edge appliance leverages Genesys telephony infrastructure expertise to differentiate between a live caller, an answering machine, a fax machine, a busy signal or any other call detection situation, including differentiating SIT tones.[/sg_item][sg_item title="Handle the high-volume outbound capacities of Interaction Dialer servers"]The four- and eight-span Interaction Edge models are designed for greater trunking needs and scalability with its NxM “rack and stack” architecture. The Interaction Edge appliance also is designed in line with the Genesys SIP-based software approach and made especially for the Interaction Dialer application. Because Interaction Dialer and Interaction Edge integrate directly to PureConnect, call campaign and system performance monitoring is centralised in the PureConnect single administration environment.[/sg_item][sg_item title="Browser-based configuration"]Install the Interaction Edge appliance quickly and easily using a plug-in network connection and simplified deployment tool that runs from a USB key. Or if using DHCP, simply plug it in and discover the assigned IP address on the LCD screen. Once installed, the Interaction Edge browser-based environment allows administrators to: Configure call routes = intelligent mapping similar to dial plan/proxy Continuously monitor system performance Load and apply Interactive Intelligence Service Updates (SUs) Perform simple log retrieval via FTP [/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications and features"][sg_item title="Server highlights (EDGE01X8)"]Models for 0 to 8 spans (E1/T1) LCD Panel with buttons for status/settings LAN/WAN connection redundant gigabit NICs Headless: no mouse, monitor or keyboard required USB ports available Remote Power Management and KVM (IPMI) SIP coder support: voice coding/compression G.711: better quality, more bandwidth consumption G.729ab: low-bit rate coder, less bandwidth consumption [/sg_item][sg_item title="Protocol compatibility"] NI2, National ISDN-2 5ESS, AT&T 4ESS, AT&T DMS, Nortel QSIG, ECMA 164/165 E1/EurolSDN T1/CAS [/sg_item][sg_item title="Call analysis support with PureConnect 3.0 (and higher)"]Return these call analysis results to PureConnect/Interaction Dialer for processing: Answering Machine Positive Voice Silence Detected Fax Machine Cadence Break No Answer Busy Modem No Ringback SIT No Circuit Re-order Vacant Code [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="307482"] Video: How to keep an eye on shopping cart abandonment Abandoned shopping cart sales revenue is costing up to $31 billion a year according to Forrester, with customers going so far in exploring purchases, then moving on without completing their transactions. If you and your team can intervene, it can mean a massive difference in engagement and an increase in sales conversion rates of up to 40%. Our video outlines the problem and the potential solution. Get a view into how we can help you to increase your sales by reducing online shopping cart abandonment. Contact Us: [mktoform cta_header="Contact Us" cta_button="Contact Us" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001t7BiQAI" ar_url="https://www.genesys.com/en-gb/contact-us" url="https://www.genesys.com/en-gb/contact-us"] CONTACTBABEL RESEARCH REPORT The Inner Circle Guide to Contact Centre Remote Working Solutions Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis. Now, to continue operating in an environment that’s shifted because of a pandemic, many more contact centres must implement continuity plans that involve remote working. This report from ContactBabel shows how to do this effectively, including: Examining what tools you have in place to enable remote work The amount of time it takes to implement your remote working tools How to manage remote agents and teams Download the guide [mktoform cta_header="" cta_button="Download the report" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t6m9QAA"] Executive Brief Four Reasons to Consider Genesys Interaction Recording [cutoff co_thick="2px"]A reliable recording solution is a critical component of your customer experience platform for ensuring compliance with regulations and required procedures. It also helps you continuously improve employee performance and customer experience through quality management and interaction analytics. Yet, recording systems that aren’t natively integrated into the contact centre platform (“third-party” recording) often create challenges resulting from lack of integration, as well as a high total cost of ownership. This Executive Brief provides an overview of challenges with third-party recording systems and explains how you can resolve these issues and realise significant benefits by migrating to Genesys Interaction Recording as part of the integrated Genesys Customer Experience Platform.[mktoform ar_status="dynamic" cid_id="701U0000001YBqx"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Co-browse" sub_title="Offer high-value, live collaboration to reduce customer effort" image="4117" filecta_label="Download a PDF" filecta="4118" img_alt_text="Genesys Co-Browse"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Improved customer experience Reduced customer effort Faster contact resolution Increased online conversion Enhanced lifetime value of customers Lower shopping cart abandonment Greater average order value Maximised agent productivity [/sg_item][sg_item title="Key Features"] Dynamic start page allows you to add co-browsing capabilities to website sections where you anticipate the most need. Page-sharing lets your agents see exactly what customers are seeing on your site, so they can view problem areas firsthand. Form-sharing allows agents to help customers complete online forms with confidence, thus reducing abandonment rates. Industry-leading security safeguards your customer’s sensitive information. Account numbers and other sensitive data are not visible to agents during co-browsing sessions. In addition, customer desktops and files are not shared with agents. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]One of the biggest reasons that organisations today lose sales or offer inefficient service over web channels is that customers cannot find the information they need. With Genesys Co-browse, companies can now drive up new revenue and improve service by guiding customers in real time to information about the products and services they need. Co-browse lets customer share browser pages with contact centre agents or knowledge experts, which in conjunction with real time chat or phone support, provides more effective, personalised online assistance. The ability of agents to co-browse with customers minimises channel escalation, improves first contact resolution (FCR), reduces abandonment, boosts customer loyalty, and decreases service costs. Reduce cart and web form abandonment The health of your organisation is tied to the ability to ensure customers receive appropriate service in their moment of need and finalise their purchases by completing web forms and applications. The inability to find information, compare products, or understand web forms leads to reduced customer loyalty, lost sales, and additional costs. Research firms estimate shopping cart and form abandonment rates are as high as 65%. Providing relevant intervention directly affects your bottom line and vastly improves the customer experience. This leads to additional up-selling and crossselling opportunities and an increase in the size of the average sale. Elevate your online customer experience Incorporating Co-browse into your web support environment empowers your customers and agents to initiate sessions—enabling hands-on assistance with everything from site navigation and form completion to picking the right item and completing the checkout process. With Co-browse, your agents can also proactively invite customers into sessions to further improve the customer experience. The potential payoff is clear. According to the industry research firm SQM, a 1% improvement in FCR performance equals $256,000 in annual operational savings for the average contact centre. Give your agents the power of personalised assistance By adding Genesys Co-browse to your online assistance mix, you ensure that your agents deliver the highest level of customer satisfaction, and you also boost revenue by providing relevant assistance during the buying process. Co-browse places a wealth of functionality at your customer service representatives’ fingertips, enabling them to provide a level of personalised service that will keep issues from being escalated to additional support channels.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Skills-Based, Context-Sensitive"]Co-browsing sessions are offered in conjunction with real-time chat or phone calls and are prioritised and routed to the right agent the first time.[/sg_item][sg_item title="Real-Time, Proactive Co-Browsing"]Co-browse seamlessly integrates with Genesys Web Engagement to proactively extend invitations based on business rules. These may include any combination of agent availability, customer behavior, or profile/segmentation.[/sg_item][sg_item title="Pointer Mode"]By default, when a co-browsing session is initiated, agents are in a read-only mode, so they’re only able to point and highlight during sessions. For more complex interactions, agents can request that customers allow write access.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Agents can easily access customer profiles and history and assist customers with website navigation, forms, and locating information—all while maintaining the conversation over chat or video. They can also seamlessly transfer the chat and co-browsing session to a specialist, leading to a better customer experience.[/sg_item][sg_item title="Customer Feedback"]Surveys following co-browsing sessions give customers the opportunity to provide specific feedback that helps you optimise your sales and service strategies.[/sg_item][sg_item title="High Availability"]Co-browse offers high availability capabilities with seamless failover in case a problem arises, ensuring business continuity.[/sg_item][/section_grid] Genesys Co-browse, Offer high-value, live collaboration to reduce customer effort [section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4118"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="The Microsoft and Genesys Alliance" sub_title="Power the world’s best customer experience with Genesys, Office 365 and Skype for Business" image="4031" filecta_label="Download a PDF" filecta="4032" img_alt_text="The Microsoft and Genesys alliance"][/section_header][section_grid background_clr="bgc-lgray" title="Key benefits"][sg_item] Unify customer journeys across Skype for Business channels and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organisation Decrease handle time with quick and easy access to IM, voice, video and screen share [/sg_item][sg_item] Deliver great customer experiences with a fully integrated suite of contact centre solutions. Simplified administration and installation with native UCMA API-based integration Improved operational flexibility in on-premise, hybrid, or cloud deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Our strategic partnership Genesys, the market leader in omnichannel customer experience and a Microsoft Gold Certified Partner, joins with Microsoft to integrate the Genesys Customer Experience Platform with Office 365 and Skype for Business. A deep strategic alliance at a technology and corporate level fosters ongoing collaboration within development, marketing, and sales teams. This partnership enables our customers to leverage Genesys customer engagement while natively powering their enterprise communications capabilities through Skype for Business. Our joint vision embraces the market trends of digitalisation, collaboration, mobility and cloud, both in customer service and enterprise communications. Genesys multimedia connector for Skype for Business Native integration with Skype for Business enables companies to seamlessly unify enterprise communications and omnichannel customer service—creating a collaborative contact centre. Enrich the customer experience with ubiquitous access to all Skype for Business channels (including instant message, voice and video) along with other digital channels such as email, social and web. Unified customer journeys and analytics across all channels allows businesses to better anticipate customer needs thus providing a truly effortless customer experience. Agents can quickly identify and access available experts throughout your business—whether in the contact centre, branch offices, mobile workers, or knowledge workers—and collaborate with these experts to address difficult customer inquiries. When needed, agents can establish a three-way collaboration between the customer and expert to drive immediate resolution. An integrated omnichannel desktop means agents can easily engage across all touch points throughout the customer journey. IT teams can consolidate infrastructure, retiring legacy PBXs and ACDs to reduce costs and overhead. Native integration eliminates complexity and is considerably easier to install, administer, and support, resulting in lower cost of ownership. The Genesys and Microsoft integrated solution scales from small to large, with the ability to deliver personalised customer journeys anywhere in the world. Proof points CX industry expert Don Van Doren, president of Vanguard Communications, says “Leveraging the core UCMA capabilities of Skype for Business, the Genesys solution has the potential to deliver significant value-added collaboration and customer engagement for companies of all sizes. Genesys enables rich customer engagement through interactions that are omnichannel, span the customer journey, and engage experts as needed.” Companies across the globe are finding value in the Genesys-Microsoft integration At Japan Tobacco International (JTI), the world’s largest tobacco product manufacturer, the Genesys-Skype for Business integration is used by three global IT help desks to support 27,000 employees across the globe. The Genesys-Skype for Business integration enables JTI to create an enterprise-wide virtual contact centre, and gives agents an end-to-end view of all interactions. Luc Greefs, Director of Shared Technology at Cegeka, an information technology company with 3,200 employees, says “Integrating Genesys Business Edition with Skype for Business gives us the advantage of a dynamic and flexible communications platform through which we’ve improved collaboration, while moving to a software-based system to easily assimilate acquired companies’ systems.” Proof points As there is no one-size-fits-all solution for contact centre architecture, customers can choose from an assortment of deployment models including premise, partner hosted, and hybrid cloud. The supported deployment options are: On-premise deployment of the Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server. Partner hosted: an on-premise deployment in a private cloud provided by hosting companies. Voice-only cloud deployment: the Genesys Customer Experience Platform is deployed in the cloud, along with Microsoft Office 365/Skype for Business Online. Contact centre agents and office workers use Office 365. Hybrid deployment: The Genesys Customer Experience Platform, Genesys Multimedia Connector for Skype for Business, and the Skype for Business Server will be deployed on premise. Agents and Information Workers/Office Workers are deployed in Office 365. [/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4032"] Three ways to use AI for better customer journeys Ebook Three ways chatbots improve customer experience [cutoff co_thick="2px"]Use bots powered by artificial intelligence (AI) to meet customer expectations for self-service and offer it at scale. Improvements go beyond cost savings when you use bots that: Anticipate customer needs and respond quickly in a personalised way Give agents guidance and tips during the customer interaction Cater to all time zones and customer schedules with 24/7 service Get the Ebook to learn more.[mktoform cta_header="Get the Ebook" cta_button="Download now" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001GYPbAAO" url="https://www.genesys.com/en-gb/campaign/three-ways-chatbots-improve-customer-experience-thank-you"] Tip Sheet Four ways voicebots elevate call center customer service [cutoff co_thick="2px"]Voicebots are fast, accurate and available 24/7. At a minimum, they dramatically reduce costs by offloading common and repetitive questions from agents. Good ones also improve your brand reputation. And, best of all, consumers welcome them. With conversational voicebots, you can: Improve customer satisfaction Eliminate the maze of menu options with traditional IVRs Hand off to agents the contextual insights from previous interactions Create new sales opportunities Contribute to overall business goals Get the tip sheet to learn more.[mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001GYSkAAO"] Tip Sheet: Five things to consider for developing voicebots and chatbots — fast and effectively [cutoff co_thick="2px"]How you build and deploy bots makes a difference in their effectiveness and in your time to value. After just a little planning, you can quickly — and easily — build your own bot. In this tip sheet, you’ll see how to: Define your business objectives. Target your most critical use cases first. Use pre-built configurable microapps to accelerate development. Harness the power of natural language processing to better answer customer questions. Move your bot prototype into production. [mktoform cta_header="Get the tip sheet" cta_button="Download now" form_p_target="custom" ar_status="dynamic" cid_id="7010d000001KhFpAAK" url="https://www.genesys.com/campaign/five-things-to-consider-for-developing-voicebots-and-chatbots-fast-and-effectively-thank-you"] EXECUTIVE BRIEF How the Intelligent Automation and the Genesys Voice Platform Work Together [cutoff co_thick="2px"]Delivering great customer experiences includes streamlining your business processes to reduce customer effort throughout a call. Poorly designed and outdated Interactive Voice Response (IVR) increases customer effort, destroys customer satisfaction and results in higher cost to serve. The Genesys Intelligent Automation provides a complete environment to design, configure, test, deploy and manage IVR applications on Genesys Voice Platform (GVP). This is done through an intuitive, web-based interface designed specifically for non-technical users called the Genesys IVR Control Centre. You get out of-the-box capability that delivers a cost-effective customer service approach along with a rapid return on investment. Download this executive brief to learn how the Genesys Intelligent Automation integrates with Genesys Voice Platform.[mktoform form_type="clearbit" cta_header="Download Now" cta_button="GET THE EXECUTIVE BRIEF TODAY!" ar_status="dynamic" cid_id="701U0000001fQMn"] [this_page_title] [cutoff co_thick="2px"]Stopping the spread of COVID-19 has forced the closure of most – if not all – on premise contact centres. But keeping business running as normally as possible and maintaining contact with customers, suppliers and internal teams is more important than ever. How do you switch to working from home as quickly and safely as possible, especially for your contact centre agents? Genesys Rapid Response is the answer: • Set up your agents to work from home with Genesys Cloud • Operational within 48 hours • Free licenses for 60 days • All the functionality required for an excellent customer experience • Professional services Hear from other companies that have already taken advantage of this offer. Download this ebook to hear more about how Genesys is supporting businesses in these unprecedented times. *conditions apply[mktoform cid_id="7011T000001t6eZQAQ"] FORRESTER RESEARCH REPORT Use Tech-Driven Innovation for Big Gains in Government CX Make your government websites easier to navigate , increase security and prepare for the future by introducing more reliable customer experience technology. In its report, Forrester outlines a technology-driven innovation framework for the future of customer journey mapping. In addition, the report also highlights a strategy for creating strategic partnerships that will not only gain customer trust, but also cause few customer frustrations when inevitable slow-downs happen in the government process. Download this report to learn how to: Upgrade your customer experience to create a more secure website and protect important government data Reduce costs by automating simple tasks and enabling self-service functionalities Streamline processes and allow for technology to run more efficiently Download the report [mktoform cta_header="" cta_button="Download the report" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001IcwdQAC"] Report How to deliver customer experience in the 2020s [cutoff co_thick="2px"]Against a backdrop of rising customer expectations, the customer service landscape is being reshaped by new technologies, platforms, channels and customer preferences. Some of these trends can potentially make it easier for organisations to meet expectations, while others will demand significant adaptation. And it will ultimately be how organisations respond to these factors that will determine their customer experience success – and as such, their commercial success – in the coming decade. In this report, we examine what the key trends are and how contact centres can respond, including: The growing digitalisation of service The rise of omnidigital The importance of AI-powered support The need to reskill agents The challenge of agent engagement How to differentiate through service experience Download this report now to learn how to respond to these trends to ensure that your contact centre is best positioned to not only meet customer expectations in the coming decade – but surpass them.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kp9mQAA"] IDC Spotlight: Unlocking the transformative power of AI for contact centres with Google Cloud and Genesys In 2020, customer experience will overtake price and product as the key brand differentiator. Your contact centre is on the frontlines to deliver great customer experiences. Imagine giving customers immediate, around-the-clock self-service the way they want it — in a conversation. Then seamlessly transition them to a human agent who can use artificial intelligence (AI) to answer questions quickly. According to IDC, “By 2025, ‘AI-powered’ enterprises will be able to achieve Net Promoter Scores that are 1.5 times higher than those of their competitors.” Get this IDC spotlight and learn how using AI in contact centres can: Increase customer satisfaction Empower human agents Augment business insights Get the IDC Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kqUwQAI"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Virtual Hold for Genesys" sub_title="Reduce customer effort and improve operations" image="4137" filecta_label="Download a PDF" filecta="4138" img_alt_text="Virtual hold for Genesys"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Convenient, time-saving options for customers Better alignment of available resources to customer needs Significant improvement of key performance metrics 46+% lower abandonment rate and average speed of answer Mitigated impact of call peaks and valleys Flexible, scalable implementation [/sg_item][sg_item title="Key Features"] VHT ASAP Callback VHT Scheduled Callback VHT Conversation Bridge Dashboards for real-time call statistics monitoring Flexible end-of-day strategies and operation modes Pre-packaged, customisable reporting and analytics Comprehensive business intelligence analysis services Real-time system health visibility and management [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Eliminate customer frustration associated with long hold times Even with the very best planning and forecasting, contact centre inevitably experience peaks and lulls in call volume. At times, agents are overloaded and stressed, and customers are frustrated with excessive hold times, eroding loyalty. At other times, call volume drops and agents sit idle, creating operational inefficiency. Virtual Hold for Genesys, a solution brought about by the partnership between Virtual Hold Technology (VHT) and Genesys, helps even out these peaks and valleys and reduces the customer frustration. Virtual Hold for Genesys is built on the VHT Customer Experience (CX) Platform. This platform enables configuration, administration, and virtual queuing—and it integrates with the Genesys Customer Experience Platform as well as the Genesys Workspace desktop. “Call me now” or “call me later” over phone, web, or mobile Rather than keeping your customers on hold for long periods, Virtual Hold for Genesys gives them the option to receive a return call without losing their places in line. Customers are advised of expected wait times and have the option to either receive a callback as soon as an agent is available or to schedule one for a more convenient time. ASAP Callback holds the caller’s original place in a virtual queue and allows her/him to hang up rather than wait on hold. When an agent becomes available, the callback is initiated, and the customer is connected with an agent already familiar the her/his intent—in the same amount of time as the caller would have otherwise waited on hold. Scheduled Callback allows callers to specify a day and time to receive a callback at their convenience, and with VHT Conversation Bridge, web or mobile customers can request a callback simply by clicking a link Key features to address business conditions End-of-day strategies and operation modes deliver the flexibility to set business hours and time-of-day conditions. This prevents calls from building up in the virtual queue on busy days. It also performs cleanups based on end-of-day strategies configured in the VHT CX Platform. Pre-packaged, customisable reporting and analytics deliver more than 20 out-of-the-box reports on key metrics and unlimited access to core data for customised analysis. Callback dashboards provide real-time monitoring of call information and statistics via a web-based user interface. System health management provides visibility of real-time operational conditions of all VHT components and applications to ensure system and connectivity success. Business intelligence analysis includes a dedicated business analyst, operational wellness reports, forecasting and planning, and system performance reviews. [/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Server operating system"] Microsoft Windows Server 2008, 2012 [/sg_item][sg_item title="Virtual environment"] VMware ESX or ESXi (versions 5.0, 5.1), 64-bit compatible Microsoft Hyper-V Server 2008, 64-bit [/sg_item][sg_item title="Database"] Microsoft SQL Server 2008, 2012, 2014 [/sg_item][sg_item title="Genesys SIP server with ORS/URS"] Genesys Framework 7.6, 8.0, 8.1 Orchestration Server 8.0, 8.1 Universal Routing Server 7.6, 8.0, 8.1 SIP Server 7.6, 8.0, 8.1 [/sg_item][sg_item title="Genesys Voice Platform"] MCP and NGI 8.1.5 (and higher) [/sg_item][sg_item title="Third-party PBX with ORS/URS"] Genesys Framework 7.6, 8.0, 8.1 SIP Server 7.6, 8.0, 8.1 Orchestration Server 8.0, 8.1 Universal Routing Server 7.6, 8.0, 8.1 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4138"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Self-Service" image="4157" filecta_label="Download a PDF" filecta="4158" img_alt_text="Genesys Self-Service"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Management options including self management or Genesys-managed Premise, cloud and hybrid deployment options Personalised and predictive IVR for improved customer experience Higher self-service rates Lower agent costs Improved interactions utilising CRM data Carry context between channels [/sg_item][sg_item title="Features"] Business-centric analytics Multi-language speech recognition and natural language support Single tool option for IVR and routing configuration Simple, point-and-click call flow design and management Unlimited scalability Open, standards-based platform Carrier-grade, multi-layered management [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Self-service challenges Consumers need and want to interact with your company. On the flip side, you want to engage with them in cost-effective ways while providing a good—ideally great—customer experience. Enter the IVR: the first touchpoint of many customer interactions.Yet, the interaction channel with the worst reputation, and the one that typically gets the least amount of attention, is the IVR. Due to the presence of expensive, cumbersome older technology and competing IT priorities, IVRs often sit untouched and unchanged for years—so you miss a critical opportunity to improve, much less optimise, your customer experience. Despite the predictions of demise for the phone channel, customers are still regularly picking up the phone and calling companies. Lack of visibility limits your ability to improve self-service Many companies do not have the analytical tools they need to monitor and enhance their IVR. Many IVR systems can be a black box for business line managers who must depend on consultants or internal IT resources to make changes and provide reporting. Without tuning and monitoring tools at their disposal, your company has no visibility into the success or failure of customer interactions in the IVR, and no way to determine what changes are needed to improve both customer experience and business process efficiency. Reducing cost and providing a better experience requires flexibility Like most companies, yours is under pressure to lower costs while simultaneously handling an ever-increasing number of calls. But a major challenge is that your current IVR platform simply does not have any flexibility. A flexible platform allows you to add options or make changes quickly. The result: an increase in automation rates and first call resolutions correlating to decreasing costs and improving customer experiences. Genesys self-service Genesys makes it possible to exceed your customers’ expectations and turn your IVR into a positive experience. With our self-service options, we provide you the ability to: Reduce your costs through increasing automation rates Provide optimal self-service omnichannel customer experiences Enable the business (instead of IT) to have operational visibility and control of the IVR Flexibility Genesys Self-Service can meet the IVR needs of all companies from small businesses through the large enterprise. With Genesys, you have unparalleled flexibility of deployment options, management choices and tools at your disposal. Genesys can build and deploy a simple, straightforward IVR application in a matter of days—or tackle the most sophisticated and complex applications in the world. Business-user tools Many companies treat their IVR application like any other technology that needs to be managed. However, unlike many systems that IT owns, the IVR is customer facing. Not only that, but the IVR serves as a critical touchpoint for customers when they need to contact your company. With Genesys Self-Service, your business users control the IVR applications. It is no longer necessary to know how to code VXML in order to make updates and changes to your IVR. Through intuitive drag-and-drop or point-and-click selections, any business user can truly own and manage their IVR. Analytics Genesys solutions don’t stop there. Analytic tools provide deep business insights into the success and often times more importantly, the failures of callers in the IVR. These business-centric reports enable you to quickly identify changes in caller requests or behavior—and since it is easy to make updates to the IVR—you can quickly change the IVR application as needed. Services With Genesys, you have the flexibility to build and manage your own IVR applications with our infrastructure or to have us build, deploy and manage your entire IVR application. Either way, you take advantage of years of IVR design expertise in building and deploying applications and effectively automating tasks to help you provide a great customer experience. Independent or unified solution—your choice Genesys Self-Service solutions stand completely on their own and there is no need to use other Genesys technology. But the same tools that your business users can use to create and control their own IVR applications are the very same tools they can also use to handle all of their routing. When paired, these are powerful capabilities on a single platform allow you to manage end-to-end customer interactions. Today, a good IVR will have some level of integration with a CRM or other backend system to provide a degree of personalisation. A great IVR—one that Genesys can deliver—will not only provide a personalised and predictive experience for your callers, but the IVR will carry context from other channels into the call experience. Similarly, if a caller ends a call and switches to another communication channel, the context of the conversation is not lost, and the customer can pick up right where they left off in the IVR. Furthermore, Genesys can help extend your company’s engagement with your customers through outbound IVR. No other company can provide such a complete and comprehensive omnichannel experience for your customer as Genesys can. Self-service results using genesys Genesys customers realise significant results with our self-service solution including:[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col] Benefit [/omnitable_col][omnitable_col] Result [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Reduction in live agent calls[/omnitable_col][omnitable_col]↓ 80%[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Increase in automation rate[/omnitable_col][omnitable_col]↑ 10% with $1.5M saved annually[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]“Intelligent” IVR reduced average agent talk time[/omnitable_col][omnitable_col]↓ 40%[/omnitable_col][/omnitable_row][/omnitable] Exceed your customers’ expectations—give them a great ivr The often-forgotten IVR offers tremendous ROI. By providing personalized and predictive interactions, customers will gravitate to self serving in the IVR. The result: valuable cost savings for your company while simultaneously improving the customer experience. And customers will love it. Genesys customers have revamped their IVR so effectively, their customers now call in specifically to say how great an experience they had in the IVR. Imagine—compliments on your IVR. Let Genesys transform your IVR today[section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4158"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Survey Solution" sub_title="Create a competitive advantage by learning from your customers what you’re doing well and what you can improve" image="3981" filecta_label="Download a PDF" filecta="89436" img_alt_text="Genesys Survey Solution"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Modify surveys quickly in response to business intelligence priorities Proactively identify improvement opportunities in processes, people and technology Monitors customer service representative relationships with customers Deployed in days not months [/sg_item][sg_item title="Key Features"] Single interface for multiple surveys for both IVR and web Browser-based survey design and reporting environment Configurable number of survey questions and responses CTI and web integration Support for speech and DTMF recorded prompts, and TTS Workflow rules to configure survey order and disposition Free-form configurable duration recording of customer voice commentary for IVR surveys and free-form text commentary for web surveys Agent Feedback Loop desktop widget provides customer satisfaction level with that specific agent in real-time [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Listening to customers In today’s competitive business climate, companies seek advantages to attract new customers and to secure the loyalty of existing customers. By conducting customer surveys, your company can better understand the needs and drivers of your customers. Then, analyse the collected data to gain clear, accurate and actionable insights into ways to attract—and retain—the most valuable customers. Listen better with Genesys Survey Solution This packaged self-service application is specifically for voice and web interactions so that a survey can be seamlessly offered right after voice, web chat or email customer interactions. Companies can capture direct feedback from callers regarding their opinions of products and services to assess customer satisfaction levels. It offers surveys to inbound, outbound, scheduled callback and web customers. The surveys can be designed, tested and published through a configurable web-user interface. Genesys Survey Solution allows rapid duplication, modification and adaptation of both IVR and web surveys to meet changing business requirements. Improve the intelligence gathered with contact attributes Genesys Survey Solution gives you the intelligence to create a competitive edge to attract new customers. It blends customer opinions with facts about contact centre interactions and generates actionable reports. The Survey Designer feature incorporates questions that capture information about customer identity, the reason they called, the organisational touchpoints involved, the length of hold times and other important attributes of the contact. This valuable information is crucial to develop actionable views of customer interactions and to drive positive changes across the enterprise. The Genesys Survey Solution increases the value of your Genesys Customer Experience Platform by bolstering customer retention and loyalty that can lead to greater profitability. You can meet your survey needs without the need for in-house survey development or third-party integration work and expense.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Denise Ambrosio" jobtitle="Director, Voice of the Customer" company="First Data" speakerquote="We’re very happy with the Genesys Survey Solution–it’s great to have the flexibility to make change easily and get almost real-time insight into how customers are feeling. We’re hoping to keep rolling it out to additional products." companylogo="308125"][section_grid tag_type="h2" title="Technical specifications"][sg_item] Operating systems: MS Windows Server 2008 and 2012; Red Hat Enterprise 4 or higher Web application server: Apache Tomcat v7 and v8; WebSphere v6 User survey browser: Internet Explorer, Chrome, Firefox, Safari, Opera Administration: Internet Explorer v9 or higher [/sg_item][sg_item] Voice platform: Genesys Voice Platform (GVP) v8 or higher (TDM or VoIP) Nuance speech engine: As support by GVP version Nuance text-to-speech engine: As supported by GVP version Database support: MySQL v5.1.x; Oracle 11g and 12c; MS SQL Server 2005, 2008, 2012 and 2016 [/sg_item][/section_grid][section_grid tag_type="h2" title="Other features"][sg_item] Mobile and tablet-friendly Customer satisfaction metrics via built-in reports that can be sorted or filtered by business attributes and exported into Excel Sample survey template for quick customisation and implementation Corporate style sheets that allow branding of web surveys Secure user login and access [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="89436"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Voice Platform" sub_title="Best-in-Class IVR Platform" image="4161" filecta_label="Download a PDF" filecta="4162" img_alt_text="Genesys Voice Platform"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Seamlessly blend self-service and agent assisted service Build and maintain next-generation self-service applications in an open, standards-based development environment Provide a secure, flexible voice platform that offers the choice of TDM, IP or hybrid environment deployments, on premise or in the cloud Maximise ROI by reducing costs for telephony, transport, and equipment that can be centrally deployed and administered [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Integrate Voice and Web to Reduce Cost and Enhance Customer Experience Genesys Voice Platform is an advanced software-only solution that unifies web and VoIP telephony networks to enable new and powerful voice self-service applications. By implementing Genesys Voice Platform, your business can offer consistent and high-quality customer care, provide dynamic self-service offerings, drive new revenue streams, and reduce overall customer service costs. It provides high-performance call processing and media services for the development of next-generation voice applications in customer service. Plus, Genesys Voice Platform can extend self-service beyond the traditional Interactive Voice Response (IVR) application through integration with other communication channels to carry context forward and provide a seamless omnichannel experience. It removes the constraints of costly legacy IVR systems and offers flexible deployment options, standards-based development, simplified integration, and improved time-to-market for speech-directed voice applications. Make All Customer Interactions Personalised Genesys Voice Platform also supports personalisation of voice applications that are integrated with existing web applications to help companies deliver a more dynamic experience. Personalisation can be used to effectively “up-sell” products and services to existing customers based on their purchase history. Personalisation examples include: Preferred bank customers who have Certificate of Deposits (CDs) receive personalised messages regarding new high-interest rate CDs when accessing their account balance Callers who recently placed an order are presented with options for changing or tracking their order Pay-per-view movie enthusiasts listen to the release dates of popular movies while waiting for an agent Blended Experiences to Improve Customer Satisfaction Genesys Voice Platform offers customers a blended experience across inbound, outbound, self- and agent-assisted calls for convenient, quality service. Specific capabilities include integrated self-service, outbound IVR, mobile engagement and callback. Benefits include: Interoperability with any VXML application Unified voice and web infrastructure allowing repurposing of web investments for voice Flexible architecture whether “in front of” or “behind” the PBX Complete voice processing capabilities Highly scalable from hundreds to thousands of ports Integrated interaction level reporting with Genesys Info Mart Centralised management regardless of single or multi-site deployments Integrated support for speech technologies Genesys Voice Platform for Large Flexible Deployments Proven ability to scale to thousands of ports in a distributed fault-tolerant architecture Genesys Voice Platform also offers service providers with carrier-grade capabilities to enable deployment of in-network applications or—in large, multi-site enterprises—the ability to deploy a large number of ports. Functionality includes the provisioning of multi-tenant applications. Multi-tenancy enables a commonly managed voice infrastructure with specific decentralised applications for each enterprise or department. Managed service providers can realise incremental revenue by providing enhanced services, such as hosted IVR, speech-enabled self-service and integrated contact centre solutions. Genesys Voice Platform redefines how you interact with your customers. With it, you can intelligently segment, prioritise and route customer interactions according to business value and desired service level. The result is that you can manage customer service in a more personalised, consistent and efficient manner to simultaneously increase customer satisfaction and maximise contact centre resources.[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Future-proof open, IP-based software-only platform with unlimited speech capabilities[/omnitable_col][omnitable_col]Interoperates with off-the-shelf hardware and supports open standards such as VoiceXML 2.1, HTTP, MRCP (for speech integrations), SISR, SRGS, SSML, WSDL and SOAP (for web services), as well as Session Initiation Protocol (SIP) and numerous related RFCs.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Infrastructure-agnostic[/omnitable_col][omnitable_col]Compatible with open or proprietary implementations: TDM, IP or hybrid.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Ability to deploy on premise or in the cloud[/omnitable_col][omnitable_col]Flexibility to evolve Genesys Voice Platform with changing enterprise deployment needs.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single point of management and reporting[/omnitable_col][omnitable_col]Reduces resource requirements to configure and manage self- and assisted-service systems.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Carry context across channels[/omnitable_col][omnitable_col]Create seamless customer interactions across all channels.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Comprehensive, rapid application development tools[/omnitable_col][omnitable_col]Reduction in development costs and ability to quickly create market-ready applications.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Security[/omnitable_col][omnitable_col]A secure IVR platform that includes support for secure transport and data storage mechanisms to support certifications like PCI, HIPAA, etc.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Outbound[/omnitable_col][omnitable_col]Use the built-in call progress detection capabilities (human, answering machine detections, busy, etc.) to fully support selfservice outbound campaigns.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Minimal application development and redeployment[/omnitable_col][omnitable_col]Control IVR call flows through the use of parameters, such as weekend or holidays, open and close hours, upsell offers, and special announcements.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call recording[/omnitable_col][omnitable_col]Integrate self-service recording with high-quality recordings of caller/agent interactions provided by Genesys Interaction Recording.[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" company="Belgacom" speakerquote="The dynamic Genesys IVR has enabled us to launch new products without putting an extra strain on our budget. In other words: we have created capacity to tackle new ventures without making new investments, and as such we have indirectly saved a lot of money." companylogo="303961" logo_alt_text="Belgacom Logo"][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4162"][mktoform cid_id="7011T000001t7gl"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Enterprise IVR" sub_title="Enable Exceptional Customer Experiences and Empower Business Users with Cloud IVR" image="307844" filecta_label="Download PDF" filecta="307816" img_alt_text="Enterprise IVR"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Web-based design tool, Enterprise IVR Visual summary of call flows Connections to external web services Analytics with pre-defined dashboards and visualiations Embedded survey solution Speech recognition with custom, dynamic grammar, and Natural Language Understanding support Recorded IVR interactions Multiple user-level administration [/sg_item][sg_item title="Benefits"] Eliminates costly voice infrastructure purchases and maintenance Puts the business in control of the customer experience Delivers actionable analytics for continuous improvement of customer experience Easily scales and is reliable [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] It’s Time to Modernise Your IVR Genesys Enterprise IVR is the Genesys cloud IVR product delivered through Designer, a drag-and-drop customer experience design tool. Traditional IVR platforms are clunky, cumbersome, and typically deliver poor customer experiences. Usually, to update an IVR application, your staff submits a request to the IT department or an outsourcer responsible for managing the application. Several costly weeks or months later, the change is, at long last, implemented. Not only are these long turnaround times unsustainable, but they directly hinder your organisation’s ability to adjust to changes in the business. It doesn’t have to be this way. With Enterprise IVR, you’ll use a combination of speech recognition and customer data to transform the IVR experience into dynamic personalised interactions. With this modern, scalable IVR platform in the cloud, you can completely overhaul your organisation’s IVR experience. Download the IVR Playbook. Give Business Users Control IT juggles many responsibilities. They manage both internal- and external-facing applications. When IT resources are stretched thin, updates to the IVR can fall down the priority list. This is a problem for business users, whose objective is to react to business changes and improve the customer experience. When business users control the management of their applications, cycle times can be reduced dramatically. For instance, give the business control to play a special message in the IVR following the launch of a new product. The time to update the message is just a matter of minutes. Enterprise IVR delivers this capability. Continuously Improve Your Customer Experience with Enterprise IVR Today’s reality is that the customer experience is not static. Your organisation introduces new products launches new sales promotions, and customer preferences change. It’s smart to consider the capabilities Enterprise IVR offers your business to keep up with changes while delivering best-in-class customer experience. Delivering the best experiences is possible only if you can constantly monitor what’s happening with your customers as they interact with your IVR. With analytics and data visualisation delivered by Enterprise IVR, you’re able to fully grasp what’s happening and what you should update or improve. The combination of actionable analytics with a tool that facilitates rapid updates results in continuous improvement to your IVR and the resulting customer experience. Need help? Genesys can assist you with both the design and continuous improvement of IVR applications with in-house experts located around the globe.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item title="General"] Web-based thin client flow design tool Supports multiple languages Business Controls Toggle emergency flags on and off Configure business hours and special days Control IVR flow and behavior in real time from internal “data tables” [/sg_item][sg_item title="Reporting"] Pre-defined dashboards and visualisations Reports on business specific data including calls, duration, milestones, activities, and dispositions Trouble shoots and tunes data including call path, user inputs, and low-level session data Filters to pinpoint calls that meet certain conditions [/sg_item][sg_item title="Administration"] Supports multiple roles including business user and developer Saves and publishes the application Easily assigns dialed numbers to applications or removes them [/sg_item][sg_item title="Integration"] Integrates with any front- and back-office applications to personalise engagement Facilitates RESTful integration [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download this PDF" filecta="307816"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Multimedia Communication Manager" sub_title="Give your mission-critical contact centre a solid omnichannel foundation" image="4145" filecta_label="Download a PDF" filecta="4146" img_alt_text="Genesys Multimedia Communication Manager"][/section_header][section_content][gsc_item format="content-a4" image="182018"]When customers find it difficult to do business with you, they don’t just walk out the door—they run. Customer loyalty is harder to build and tougher to keep than ever. Your customers have options. With ubiquitous access to the internet, similar products and services are easy to find. Every interaction can either undermine or underscore your commitment to great omnichannel customer experience. Enabling your customers to connect with you over any channel at any time shows them you value their preferences. When agents have the context of previous interactions — so there’s no repetition —and when wait times are short, you show customers that you value their time. Common challenges Does your contact centre have an infrastructure that can evolve to meet ever-growing customer expectations—one that empowers you to deliver the type of customer experience that fosters loyalty? Or does every new need or application present a struggle as you try to fit it into your existing architecture? As an executive responsible for contact centre infrastructure, you know too well the limitations of your existing solutions. If your company added email, webchat, video and other channels as they become necessary, it’s likely they were implemented as independent, siloed solutions that make it difficult to deliver consistent customer experience. You may have complex integrations that are costly and time-consuming to implement or upgrade. Or perhaps your legacy ACD maintenance costs are skyrocketing and service is plummeting, even while its end-of-life looms. Perhaps you have multiple contact centre sites with ACDs from disparate vendors. If you aren’t load-sharing between these sites, there could be times every day when customers are waiting (or abandoning) in one location while agents sit idle in another. Maybe you’re overstaffing each location. Future-proof your contact centre Do you need to: Add video capabilities to more effectively address complex issues or interactions? Enable agent-to-expert collaboration across your enterprise? Empower agents with a unified omnichannel desktop that handles every type of contact? Give agents the context of previous interactions to speed resolution of each inquiry? Improve agility so you can handle new requests (change routing logic, etc.) at the pace your business requires? The Genesys Multimedia Communication Manager is a robust contact centre solution that drastically reduces architectural complexity, facilitates new channel additions and enables customers to effortlessly transition between those channels. Based on an open-standard SIP platform, it provides the flexibility you need to adapt to ever-changing business needs. For example, you can easily add video capabilities to your contact centre, which improves collaboration across the enterprise and with your customers. Customers can share their screens with agents, and agents can collaborate with experts across the enterprise to promptly resolve issues. Simplify infrastructure, reduce expenses and improve service delivery through: A virtualised agent pool that offers economies of scale and improved resource utilisation Centralised administration that reduces complexity and lowers IT and administrative expenses The elimination of upgrade and maintenance costs associated with legacy PBX systems Infrastructure options What if you want to preserve your existing infrastructure while adding powerful capabilities? No problem. Genesys is well-known for interoperability with other vendors’ ACDs, so you’re able to optimise your current investments and gain a centralised routing engine, a virtualised agent pool, unified administration, an omnichannel agent desktop, integrated video, and much more. On the other hand, you might need a more robust foundation and consolidated infrastructure. Maybe your hardware and maintenance costs continue to climb, and you feel as though you’re being held hostage by the limitations of proprietary platforms. Or perhaps you’re facing a difficult, expensive overhaul—maybe even a full-on forklift upgrade if your existing system is nearing end-of-life. Either way, Genesys can help. The Genesys Multimedia Communication Manager system an open-standard solution you can use to supercharge your existing infrastructure or enable a smooth transition from your legacy platform to a modernised omnichannel contact centre that’s based on the Genesys Customer Experience Platform. Infrastructure options Your customers expect more from your company—better, faster service that’s convenient and accessible. If your contact centre is a patchwork of solutions, force-fitting more channels into an ageing infrastructure will hinder your ability to meet those expectations. When customers think it’s easier and faster to do business elsewhere, your company pays the price. Address current customer demand and establish a foundation for future customer needs. Increase your agility. Be more responsive. Deliver excellent customer experience. Do it all with the Genesys Multimedia Manager solution.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4146"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Improve customer loyalty by reducing caller frustration" image="4141" filecta_label="Download a PDF" filecta="4142"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Reduce abandonment rate by 40% Improve customer experience by 5% Reduce customer effort Improve brand image Reduce costs by 25% due to decrease in contact resolution time Increase lifetime value of customers Maximum agent productivity [/sg_item][sg_item title="Key Features"] Callback works across IVR, web, and mobile touchpoints. Schedule an immediate return call or a callback at a convenient time of the customer’s choosing based on operating hours. Check and display agent availability by providing estimated wait times. Supports mobile push notification to provide an alert when an agent is available. Easily integrates with existing agent desktop or Genesys Workspace. The unified desktop gives agents access to context such as complete customer profile, contact history, and location, as well as the ability to preview callback requests. RESTful API is optimised for mobile, web, and IVR. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app. Large call queues lead to high customer effort and lost customers Few things do more to undermine the customer experience than forcing them to wait on hold to speak with a customer service agent. This is especially true of online customers, who are always just a click away from the competition. The longer the hold time, the more likely they’ll hang up the phone and head to a competitor’s site instead. What’s worse, customers who wait in a queue often find themselves talking with agents who don’t have the answers to their problems and may not even have the right knowledge to find those answers. With Genesys Callback, part of the Genesys Customer Experience Platform, requests are intelligently routed to the most appropriate agents, leading to reductions in customer effort and a much better brand image. Deliver effective, satisfying, omnichannel callback service Studies indicate that people are more likely to make a high-value purchase online after speaking with a customer service agent. In other words, the phone remains a critical part of an effective online sales strategy. By giving your customers control over the timing of a phone conversation with Callback, your customer satisfaction ratings go up, and your service becomes much more effective. Callback enables your customers across web, mobile, and IVR touchpoints to—with just a click or IVR selection—schedule a callback from an agent at a convenient time for them or request one immediately. The result is a truly integrated omnichannel callback experience. Giving agents flexibility to reduce resolution time Callback gives customer service agents the tools they need to manage and make the most of customer calls. The Genesys Workspace desktop reduces resolution time by providing agents with complete customer contact histories and context, as well as the ability to preview, reschedule, or cancel callback requests before initiating calls. Callback also enhances the ability of existing staff to manage peak call volumes by shifting return calls to non-peak times.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Gary Ding" jobtitle="Operations VP" company="eLong" speakerquote="The Genesys solution builds better customer experience, and that is essential to our present leadership in the marketplace." companylogo="95095" logo_alt_text="eLong company logo"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Omnichannel Callback"]Genesys Callback supports IVR, web, and mobile touchpoints and seamlessly integrates with the contact centre—eliminating the need to replace telephony infrastructure. Callback for IVR offers an option for a callback without losing the caller’s position in the queue, frees up valuable IVR resources, and optimises contact centre resources. Callback for Web enables escalation for assistance while factoring in agent availability and estimated wait times. Callback for Mobile supports a callback from the app when agents are not available or the estimated wait time is too long. Customer profiles, intent, and location information can be used for routing and are passed to the agent as part of the request. Native push notifications for iOS and Android notify customers when an agent is available to call back. [/sg_item][sg_item title="Skills-based, context-sensitive routing"]Callback interactions are routed to the right agent in the first place, in the right priority, using business-specific routing logic. This leads to faster resolutions and reduced customer effort.[/sg_item][sg_item title="Integration to other channels"]Callback supports your contact centre with centralised routing and reporting, a common customer record, and the ability to maintain conversations across channels. Customers receive a seamless experience and businesses increase efficiency and sales.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Agents receive all the information they need to personalise interactions, including customer records with multi-channel contact histories and a standard response library. This results in higher agent performance.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4142"] Frost & Sullivan Whitepaper Workforce Engagement Management How to Engage Your Team for the Best Customer Experience WEM, a natural evolution of WFO, places a huge emphasis on agent empowerment, assistance, and reward by providing worker-focused tools, such as flexible scheduling, personalised training, and coaching, and renovated agent workspaces By taking advantage of WEM tools and empowering employees to better engage with customers, Frost & Sullivan research found that companies are 96% more likely to be able to achieve overall profitability and are 82% more likely to provide a better quality of customer experience. To understand how contact centres are using WEM products, Frost & Sullivan surveyed 1,031 business decision-makers across North America, Latin America, Europe, and Asia Pacific, to discern their key challenges and benefits. Download the Frost & Sullivan White Paper and learn: What WEM means in terms of business impact and priorities Technology demands and planned purchasing trends Current adoption and use of contact centre management solutions including WEM Download the whitepaper [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="default" cid_id="7011T000001kpfiQAA"] EBOOK Contact Centre Economics and the Cloud If you are considering the right deployment model for your contact centre, economic guidelines can help you choose the solution that is best for your company. Cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centres and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact centre, including: The size of your contact centre, and business requirements such as customer journey management The location and quantity of contact centres being managed The need for scalability, speed of deployment, and maintenance requirements Read the eBook today! Get the eBook [mktoform cta_header="" cta_button="Download Now" form_branding="resource-alt" ar_status="dynamic" cid_id="701U0000001YDY2"] EBOOK Artificial intelligence: Friend or foe of customer service? Applications and devices that are enabled for artificial intelligence (AI) increasingly think and act more like humans. This gives AI huge potential to make customer service more effective by streamlining case management and other predictable tasks. But all the noise about AI can be overwhelming. This CustomerThink paper outlines key findings, predictions and guidance from analysts and industry leaders about the use of AI in the customer service market, including: Why loyalty-based customer experiences are as important as increased efficiency How to ensure that efficiency gains don’t undermine customer experience objectives How blended AI eases the shift of work from AI to humans and back, as customers require Five tactical steps to properly implement your AI customer experience strategy Get the in-depth analyst view from the latest paper by CustomerThink, Artificial intelligence: Friend or foe of customer service? Download your ebook today [mktoform cta_header="" cta_button="View now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010B000001SWNaQAO"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Transform planning and analysis in contact centres" image="308270" filecta_label="Download a PDF" filecta="309038" img_alt_text="Transform planning and analysis in contact centers"][/section_header][section_grid background_clr="bgc-lgray" desc="Decisions™ is the industry-standard, strategic planning and analysis system for leading contact centre organisations. Decisions gives you the planning and analysis sophistication you need to implement innovative staffing strategies, develop more precise hiring plans and proactively manage challenges in your business. Using Decisions, your organisation will significantly reduce staffing costs while improving key customer service quality performance." title="What is Decisions?"][sg_item title="Decisions enables planners to:"] Eliminate the need to chase down and validate data from cumbersome Excel spreadsheets Answer “What if?” questions from executives and management within minutes—not days Automatically link long-term plans and budgets to weekly tactical plans Create an accurate single source of truth across all divisions and departments [/sg_item][sg_item title="With Decisions*, customers can:"] Save 5% to 10% of agent staffing costs Save 50% to 80% of annual planning and analysis hours Reduce time to market with new ideas Improve service consistency Make fast and accurate contact centre decisions Achieve a higher ROI on capital expenditures *The last 10 decisions customers had a payback period of less than six months.[/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] A slow decision is no decision Decisions quickly and accurately handles several key contact centre planning steps. The service can forecast all important planning metrics, simulate plans to accurately determine how many agents you need week-over-week, and develop highly efficient just-in-time hiring and overtime plans to optimally use your labor pool. Decisions also rolls capacity planning into an accurate budget. Here’s a look at how each of these features can benefit your contact centre. Forecasting Advanced features support planning and analysis for multi-skilled agents, multichannel servicing (email, chat, casework and outbound phone), as well as forecasting and planning for customer experience metrics. Decisions will bring new capabilities to your planning and analysis team. We start with your historical contact centre data and automate data capture. There’s no need to manually collect time-critical performance data from sources all over the company. Data mart consolidates your performance data from phone, email, chat and casework contact management systems, as well as from workforce management, staffing and other systems. Decisions also stores and analyses data from cost and revenue reporting applications for detailed financial analysis. This means that historical and planned call volume, staffing, shrinkage and financial data are available in one place. Requirement simulation and capacity optimisation With the simulation feature of Decisions, you can accurately predict the number of agents required based on the average speed of answer, service level or abandon rate goals. Simulation considers how multi-skilled agents, routing efficiency, schedule adherence and scheduling efficiency affect customer behavior for each contact type. Using a spreadsheet to plan new-hire classes will seem like an outdated method after using the just-in-time hiring, overtime and leave staffing features in Decisions. Decisions makes sure agent capacity is available when needed. You will know precisely when, where and how many agents to hire—and when to offer unpaid leave or overtime. Give your organisation the direction it needs to drive down costs and consistently achieve service and customer experience goals over the course of your planning year. Use controllable shrinkage to schedule vacation, meetings, coaching and training times to fill workload gaps or address shortages in staffing—from weekly to annually. Planning these activities can reduce the need for new hires, overtime or unpaid leave. Powerful what-if analysis The contact centre is critical to the success of your competitive strategy. Decisions gives you the information you need to successfully execute a contact centre strategy—whether you want to be the low-cost provider, the upscale brand or the service leader. Evaluating the cost, customer experience and risk profiles of multiple service goals, cost goals and operating strategies means that operations can be more efficient. You can assign contact volume, staff growth and investment dollars by channel, site, agent group or outsourcer to drive costs, customer satisfaction and resources. Decisions enables you to understand all possible options and select the best one. Management can understand key tradeoffs to any business decision and know the relationship between key performance drivers, such as call volume and average handle time versus financial and operational performance (average speed of answer, cost per call and revenue). You can then use this information to make the right decisions. Executives can proactively manage operational risk and be ready with a range of plans that cover all potential scenarios. Decisions will help you understand how many agents are needed before a new marketing event occurs and how to reduce business reputation risk if contact volume or average handle time trends are unfavorable. Most what-if questions lead to more questions. Decisions enables you to answer sophisticated what-if questions, such as what the cost and service repercussions will be to operations when internal or external changes occur. Analysts can handle critical executive questions and analysis challenges in minutes. Imagine if you could answer high-level, what-if questions in the board room during your next critical business meeting. Decisions also enables you to create unlimited what-if analysis scenarios and see the positive or negative changes they have on your plan. Just vary any parameter, such as contact volumes, attrition, hourly wages or call-routing strategies, and immediately see the effect your changes have on agent occupancy, hiring schedules, service quality, costs, sales, profit and other measures. Decisions includes interactive sensitivity analysis features that detail relationships among key inputs and outputs of your plans. For example, you can plot call volume versus service level to highlight where plans are most sensitive to external events. By knowing how events will affect your plan, you can develop corrective management actions in advance—and turn potential crises into opportunities. Budgeting Decisions final step rolls all planning scenarios into a budget that enables analysts, operations teams and senior management to make effective decisions that impact your business. The process take minutes and empowers your company to make ongoing decisions. Get results from the start Decisions is simple to implement and is available on-premise or in the cloud. Use it to drive business value and ROI with first capacity and staffing plans. The service frees up Analysts to do what they are supposed to do: Create high-value, relevant analyses that support critical corporate decisions. They can spend time planning, instead of gathering data or finding errors in spreadsheets.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="309038"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Pindrop Fraud Detection for Genesys" image="308182" filecta_label="Download a PDF" filecta="308211" img_alt_text="Pindrop Fraud Detection for Genesys"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="Protect your contact centres"]In partnership with Pindrop, Genesys delivers the highest level of phone fraud detection possible for maximum prevention of financial loss from fraudulent callers. The Pindrop mission is to provide security, trust, and identity verification for all inbound and outbound calls. Pindrop solutions protect enterprise call centres and phone users by combining authentication and fraud detection technology to identify low risk callers and detect malicious callers. With Pindrop, your call centres can identify and treat legitimate callers to an improved customer experience and protect the organisation from fraudulent callers. How Pindrop works The Pindrop solution Phoneprinting creates a distinctive identifier for each caller. It takes approximately 30 seconds of call audio to break the audio into 147 unique call “features.” Pindrop solutions use these features to create an identifier for each caller. This analysis reveals a caller’s true location, device type, and more. The phoneprint is highly resilient and able to detect voice distortion, caller ID spoofing, gateway hijacking, and other obfuscation techniques. In addition, Pindrop solutions identify multiple callers associated with the same phoneprint, which allows enterprises to detect and track fraud rings.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Seamless integration with Genesys Customer Experience Platform One-stop shopping (including billing and payment) Single point-of-contact for customer support Eliminate 80% or more of phone fraud Lower operation costs Millions of dollars saved annually [/sg_item][sg_item title="Key Features"] Stop phone fraud Reduce call centre operations cost Improve customer experience Protect reputation [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="What you don't hear can hurt you" desc="Pindrop solutions monitor and analyse any phone call in your telecommunications environment, protecting enterprises before, during, and after both inbound and outbound calls. With Pindrop, organisations can:"][sg_item title="Stop phone fraud"]Criminals impersonate legitimate customers, using stolen identities or stolen credit cards, leading to account takeovers and chargebacks. Pindrop identifies and flags suspicious callers.[/sg_item][sg_item title="Reduce call centre operations cost"]When call centre agents know which calls are high and low risk, they can optimise the time they spend on authentication questions, reducing the average call time and your call centre operations costs.[/sg_item][sg_item title="Improve customer experience"]Customers use the call centre for their most complicated issues. By using Pindrop solutions to reduce authentication processes for low risk callers, agents get straight to solving customer problems.[/sg_item][sg_item title="Protect reputation"]When fraudsters gain access to customer information and accounts over the phone channel, you are at risk for brand reputation and potential regulatory damages. Pindrop secures the call centre, protecting your reputation.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308211"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for Salesforce" image="4267" filecta_label="Download a PDF" filecta="4268" img_alt_text="Gplus Adapter for Salesforce"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Integrates Salesforce with Genesys architecture to enable a single desktop for all interactions Unifies customer information and interaction handling within the Salesforce UI Eliminates Workstation software dependencies with full thin-client architecture Configurable user interface for each agent that enables the desktop to adapt to individual users Faster time to market Lower costs through a pre-built integration [/sg_item][sg_item title="Key Features"] Voice and click-to-dial call control features Standard media control feature set for interactions Screen pop of Salesforce records using caller ID or attached data Task updates for interaction disposition Automated activity creation for contact centre reporting Real-time agent and contact centre statistics Contact profile and interaction history Built on the Open CTI API to meet Salesforce integration standards Differentiation of customer service with the callback option [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Providing a world-class customer experience requires responsiveness. When equipped with a single desktop that unifies all customer interactions, your sales and service staff are more responsive and helpful across all type of interactions. This means that your agents and knowledge workers have access to information about prior customer interactions and transactions. The Genesys Gplus Adapter for Salesforce is a pre-packaged integration of the Genesys Customer Experience Platform and the Salesforce suite. It unifies your contact centre and CRM systems to deliver a personalised customer experience. Designed for Salesforce CRM in either Classic or Console mode, the Gplus Adapter ensures a seamless implementation—whether in the cloud or on-premises. It provides media control, screen pop and activity history for multichannel interactions, and an outbound click-to-dial capability. Your organisation benefits from faster implementation times decreased costs and the smooth flow of information between the contact centre and the rest of your enterprise. Automated record display and activity update Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Automated record display and activity update Sales and customer service representatives need immediate access to customer data for a speedy resolution of customer inquiries. The Gplus Adapter facilitates this by delivering a screen pop of relevant customer account, case, or other record types to the Salesforce CRM desktop—something that occurs simultaneously with the arrival of each interaction. Agents now have the complete context of each customer, enabling them to personalise every interaction. Record displays include common attributes such as caller ID, customer name, and email address. They can also include data attached to the interaction, such as information collected from the IVR system or billing information from the CRM record. Multiple related records can be displayed as well. For example, if family members are linked in the CRM system, all of their records can be displayed. Or, an opportunity record could be shown, along with a case record. An activity record is created upon conclusion of each interaction. This record contains valuable information about the contact—such as interaction type, duration, and disposition, as well as agent notes and chat transcripts and email content (where applicable). Embedded user interface For screen space preservation, the Gplus Adapter embeds media control within the Salesforce user interface (UI) via the Open CTI API. The media control layout in the desktop is available with both Classic and Console presentation models. Your agent is alerted when a new interaction arrives, and they can accept the contact or work item and manage it from within the Salesforce UI. This reduces the average handle time and facilitates quick, accurate response. The Gplus Adapter also enables users to select a phone field in the Salesforce record and dial out directly through the Genesys Customer Experience Platform. An agent who needs to transfer a call or create a conference call simply selects from a list of queues or chooses an agent or back-office employee, based on their availability. Ease of implementation and routing Using the Salesforce Open CTI API and Genesys Web Services, all components of the Gplus Adapter are implemented within Salesforce as a 100% thin-client architecture. This serves to expedite deployment and reduces costs. The Gplus Adapter also uses Genesys real-time orchestration to assign interactions to the best available agents.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item title="Capabilities"] Contact and record lookup within Salesforce Screen pop records within Salesforce Call control with answer, hold/retrieve, transfer, conference, release, and forwarding Preview support for inbound calls Embedded media control and interaction data display Agent-state management Attached data view Update screen pop record with disposition details Scripts for custom screen pops and activity history Post-contact disposition for Genesys reporting [/sg_item][sg_item title="Supports"] Genesys Voice with full-feature all controls Genesys Chat Genesys Email Genesys Outbound Preview Genesys Enterprise Workload Management Agent supervisory features including silent monitoring, whisper coaching, and barge-in Agent-state management with not ready reason codes and after-call work reason codes Team Communicator for access to global and personal favorites, and agents, agent groups, and their availability statuses Recently dialed list [/sg_item][sg_item title="Software requirements"] Explorer, Firefox, and Chrome browser support (as stated by Salesforce) Genesys CIM version 8.1 or later Genesys Web Services version 8.5 or later [/sg_item][sg_item title="Salesforce integration"] Sales or Service Cloud Classic or Console mode Screen pop of records within the Salesforce interface Activity creation with post-interaction disposition [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4268"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for SAP CRM" sub_title="Lower your total cost of ownership with an out-of-the-box integration between Genesys and SAP" image="9876" filecta_label="Download a PDF" filecta="9760" img_alt_text="Gplus Adapter for SAP CRM"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Lower total cost of ownership Familiar SAP CRM interface Faster time to deployment Personalised customer service Reduced interaction times Decreased number of transfers Improved resolution rates Enhanced workflow efficiencies Complete customer information at a glance [/sg_item][sg_item title="Key Features"] Multi channel routing capabilities 360-degree view of the customer Unified agent desktop Outbound campaign management Seamless blending of front- and backoffice interactions Real-time delivery of interactions based on customer profiles Integrated, real-time statistics Screen pops with complete customer information SAP WebClient support [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]To provide a best-in-class customer experience, your sales and service staff must be equipped with a single desktop that unifies all customer interactions and expedites relevant and timely responses. Genesys enables this multi channel customer experience with the Gplus Adapter for SAP. Designed for SAP CRM, business warehouse, and enterprise resource planning (ERP) applications, the Gplus Adapter facilitates a fast, effortless deployment of a unified desktop. Gplus Adapter for SAP provides a pre-packaged integration between the Genesys product suite and SAP CRM applications. Your company will benefit from faster implementation times, decreased costs, and a smooth flow of information between the contact centre and the rest of the enterprise. The Gplus Adapter is fully supported by Genesys and SAP and includes customer support and professional services provided by Genesys. Deliver superior customer experience and reduce costs With the Gplus Adapter for SAP, you can resolve common customer experience pitfalls such as long queue times and multiple transfers. Combined with Genesys routing, customer interactions and associated tasks can be extended beyond the contact centre to mobile workers, knowledge workers, and other employees, resulting in shorter interaction times, fewer transfers, and increased efficiency of operations. Reduce cost of service and improve agent work environments with a unified desktop interface that integrates multiple interaction channels within the SAP Business Suite desktop. Your agents can now handle interactions across all media types for service, sales, and marketing. With a 360-degree view of the customer via SAP records, agents are able to achieve better first contact resolution and provide customers with a seamless multi-channel experience. Seamlessly integrate front-office and back-office interactions Allying best-of-breed products, the Gplus Adapter for SAP provides your employees with a familiar interface with added customer service functionalities. Instead of waiting for the next available agent, customers can be routed directly to the appropriate department, resulting in increased agent productivity and lower training costs. Orchestrate outbound campaigns Design and implement complex marketing and collections campaigns using the Gplus Adapter for SAP. Schedule outbound campaigns and assign activities to agents, re-schedule calls, record call outcomes, update call result records, and modify ongoing campaigns—all within the familiar SAP interface. Improve productivity with intelligent multimedia routing Through the use of Genesys routing capabilities, ensure the most critical items are handled first. The Gplus Adapter for SAP provides blended media routing of voice calls, emails, web chats, and work items. Guided by Genesys routing rules, interactions are prioritised in real time, matched, and assigned to the best agents based on customer profiles, class of service, history, and needs. Screen pops containing relevant customer information provide complete context of the existing relationship, enabling agents to personalise each interaction. Agents can handle up to six concurrent interactions. Genesys Chat is fully supported within the SAP chat user interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation. Leverage real-time statistics for maximum efficiency The Gplus Adapter for SAP improves efficiency through the use of real-time statistics. By integrating analytics into the SAP desktop, agents are better able to track and enhance their performance. Contact centre managers gain valuable insights into overall agent performance and can improve workforce collaboration, thus delivering quicker customer service while optimising agent workloads.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Supported Genesys features"] Genesys Email Genesys Chat Genesys Enterprise Workload Management Genesys Workforce Management Inbound and Outbound Voice Outbound voice campaigns Access to SAP data for intelligent routing Export of interaction data history into CRM account records [/sg_item][sg_item title="Software requirements"] Web browsers such as Internet Explorer 8.0 or later, Chrome, and Firefox Genesys Framework Genesys Digital Engagement Centre (for non-voice routing) Genesys Customer Interaction Management [/sg_item][sg_item title="Supported SAP versions"] SAP ERP or SAP R/3 Enterprise v4.5 or higher SAP CRM 3, 4, 5, 6, 7.0 (eHP1, 2, 3) [/sg_item][sg_item title="Supported platforms"] Windows Server 2008, 2012 Red Hat Enterprise Linux 6, 7 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="9760"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Interaction Management Platform v.8" sub_title="Enabling the new conversation" image="3973" filecta_label="Download a PDF" filecta="3974" img_alt_text="Genesys Customer Interaction Management Platform v.8"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provides a unified platform and a single queue for handling customer interactions from any channel—voice, video, IP telephony, email, chat, SMS, web, mobile, work item, and self-service. Enables advanced routing of every customer interaction via a universal routing engine. Allows you to achieve business goals related to the customer’s experience—cutting costs, meeting SLAs, and optimising the experience of high value customers. Orchestrates the resources of the company, including customer data and context, to provide a consistent customer experience across all touchpoints, while minimising costs. [/sg_item][sg_item] Centralises development and administration of customer workflow to simplify the management of all interactions. Provides an open, standards-based solution that can access data from legacy data systems and current databases with SOA across the enterprise. Supports a comprehensive application programming interface and software development kits (API/SDK), enabling a rich ecosystem of third-party applications. Leverages existing TDM, IP, cloud-based, and hybrid contact centre infrastructure to enable seamless migration to newer solutions. [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer service—an integral part of the business process"]One of the biggest challenges facing enterprises today is that customer service operates separately from the rest of the enterprise. Systems, channels, and applications operate in silos, creating an inconsistent customer experience and increased customer service costs. The Genesys Customer Interaction Management Platform solves this by managing customer interactions across all touchpoints. A single, integrated interaction environment The Genesys Customer Interaction Management (CIM) Platform is the core of the Genesys solution suite. It provides a single environment for designing, deploying, and managing real-time customer interactions. Interactions and related activities are routed and reported on based on your specific business criteria, providing a universal view for managing every customer interaction. Channels such as voice, email, web, video, SMS, chat, and mobile are funnelled through the Genesys CIM Platform and handled in a consistent manner according to company defined interaction strategies. Genesys CIM allows companies to virtualise their resources regardless of the deployment model—on-premises, in a cloud environment, or in a hybrid model. It’s easy to route interactions to a person regardless of their physical location. This opens up new service options, including leveraging non-contact centre personnel to optimise the customer experience and reduce contact centre staffing requirements. A unified set of development and administration tools makes customer treatment strategies easier to control, manage, and maintain. Integration with your existing contact centre infrastructure allows you to leverage that investment while deploying a state-of-the-art customer service platform. The Genesys CIM Platform directs a universal queue of all customer interactions via the industry’s most robust, flexible, and scalable routing engine—with the capacity to route nearly one million calls and over 40,000 emails per hour[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Genesys Composer [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single integrated development tool for all Genesys applications[/omnitable_col][omnitable_col] Improves productivity and shortens development cycle with common tools, look-and-feel, navigational metaphors, and component reuse Provides a graphical user interface for defining interaction processing stages, including real-time routing strategies and business process steps Improves productivity with personalised UI Allows users to isolate issues in the lab with visual debugging, saving time and expense [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Design end-to-end customer experience strategies for all channels[/omnitable_col][omnitable_col] Enables development of voice self-service applications and routing workflows based on business-driven use cases to improve the customer experience and optimise service delivery [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supports integration to third-party plug-ins, including source code management system[/omnitable_col][omnitable_col] Allows design team to collaborate on application development while maintaining application integrity [/omnitable_col][/omnitable_row][/omnitable][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Genesys Administrator [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Features [/omnitable_col][omnitable_col] Benefits [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Single, unified user interface (UI) for managing all Genesys applications[/omnitable_col][omnitable_col] Reduces deployment time and complexity Web based for zero footprint and ease of access Centralises log and alarm management for the entire Genesys environment [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operational management of Outbound and Proactive Calling Sessions[/omnitable_col][omnitable_col] Enables managers and operations to load, start, stop, and manage campaigns with a centralised interface [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Automated solution deployment[/omnitable_col][omnitable_col] Deploy and configure complete local and remote solutions Install and configure any Genesys application Create and configure Genesys components [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Role-based access control for all Genesys configuration and resources for application management[/omnitable_col][omnitable_col] Delivers a consistent, personalised user experience Enables competent solution management, based on user role Opens solution management to diverse employees [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operational parameter management[/omnitable_col][omnitable_col] Enables business users to modify voice routing and Genesys Rules through simple parameter data values [/omnitable_col][/omnitable_row][/omnitable][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid][section_grid tag_type="h2" title="Systems supported"][sg_item title="Server OS support"] Red Hat Enterprise Linux Sun Solaris IBM AIX Microsoft Windows Server [/sg_item][sg_item title="IP switches"] Alcatel Broadsoft Cisco Unified Communication Manager Genesys SIP Server NEC Siemens IVRS Aspect Avaya Edify Envox Genesys Voice Platform IBM Intervoice Microsoft Nortel [/sg_item][sg_item title="Databases"] IBM DB2 MS SQL Server Oracle [/sg_item][sg_item title="Switches"] Aastra Alcatel Aspect Avaya DataVoice Digitro EADS Telecom eOne Genband Phillips Fujitsu Huawei Mitel NEC Samsung Siemens Tadiran Teltronics Tenovis [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3974"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys SoftAgent for Cisco" image="133778" filecta_label="Download a PDF" filecta="133777" img_alt_text="Genesys SoftAgent for Cisco"][/section_header][section_grid background_clr="bgc-lgray" title="Benefits" desc="Sustaining service levels is critical to your contact centre. You must ensure continual readiness to provide service if you want to retain customer loyalty and meet business goals. With effective tools, you can establish a path to business continuity for front, remote and back-office contact centre staff."][sg_item] Agent status features of Genesys without the need for workstation softphone Alternate agent controls should there be a workstation or CRM system failure Back-office workers integrated into the Genesys routing plan [/sg_item][sg_item] Monitoring web view to observe and manipulate agent status for an agent group or switch The ability to log out all agents in an emergency New phones types can be added as custom developments [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Overview The Genesys SoftAgent application supports your need for agent availability by providing agent state controls on alternate devices such as desk phones or vendor equivalent software phones. Supervisors and team leaders can also take advantage of an optional activity monitor user interface to gain broader visibility of their respective team’s status, and manage availability of their team members. The SoftAgent application provides an alternative way to manage agent state when available workstation software doesn’t provide similar capabilities, isn’t accessible or when agents have a preference for working only with the phone interface. Features and functionality The SoftAgent application for Cisco allows web-enabled Cisco IP phone users to log in, go ready, not ready, set after call work (ACW) or log out from their phone using soft buttons on the phone display. When setting not ready, reason codes can be selected to more effectively communicate the state. Labels on the phone soft buttons are configurable in text and position. The design of the phone application accommodates the use of all the standard phone features and allocated buttons, and blends with other service applications enabled on the phone. The SoftAgent application supports Genesys and Active Directory login authentication, and is configurable via Genesys Administrator/CME. It also supports a load-balanced active-active high-availability model. The SoftAgent application combines Active Directory and Genesys security controls to constrain access and agent group visibility to the monitor. The optional Agent Activity Monitor allows management to access real-time agent status, including agent group or all extensions on a given switch, via any web browser. From this view, users can set one or more agents ready, not ready or log them out. This is an ideal tool to close the contact centre in an emergency or log out agents who are no longer available. Technical overview The SoftAgent for Cisco application is a combination of Cisco web-enabled phone sets, such as the 7900 series, Cisco UCM configuration and Microsoft Internet Information Services (IIS). The SoftAgent application resides on one or more IIS servers and access is controlled via Windows/IIS security policies. To support large-scale deployments (800 or more) of phone sets, it is recommended that multiple IIS servers be deployed in an active architecture with an HTTP load-balancer distributing requests. HTTP session management is not required. Phone set users are required to log into the Genesys infrastructure using their Genesys usernames, which may contain an optional password. The extension of the phone is discovered from the phone set. Users of the web-based Activity Monitor view are required to be logged into their workstation that uses Windows integrated security to perform single sign-on to the website. Further Windows security controls, in tandem with Genesys access security, may constrain access to the application and visibility to agent groups. About Genesys Professional Services Genesys Professional Services helps customers and partners succeed through expert business consulting and industry experience, unsurpassed software solution planning and training, proven implementation strategies, and experienced project management. We offer a wide variety of packaged and custom-tailored development solutions to provide an implementation strategy that meets specific client requirements.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical requirements"][sg_item] Microsoft IIS version 6/7/7.5 Microsoft .NET 3.5 Framework Genesys CIM 7.5 through 8.1 Cisco UCM 7.x, UCM 8.x [/sg_item][sg_item] Cisco 7900 series web phones Cisco IP Communicator 7.x, 8.x Internet Explorer 7 through 9 Firefox 3 through 11 Chrome 6 through 18 [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="133777"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Connect Interaction Recorder" sub_title="Improve customer experience and manage compliance" image="90292" filecta_label="Download a PDF" filecta="90294" img_alt_text="Genesys PureConnect Interaction Recorder"][/section_header][section_content][gsc_item format="content-a4" image="182018"] Deliver on business objectives To improve customer experience, compliance and employee performance, interaction recording is essential for every modern customer service organisation. Through Genesys Connect™ Interaction Recorder, customer service operations can record interactions easily and cost-effectively, enabling you to identify training needs and continuously improve quality and employee performance. Increase first contact resolution and ensure compliance Connecting customers with well-trained and knowledgeable contact centre agents who can answer questions effectively or resolve a problem on the spot increase first contact resolution and delivers better customer experience. Analyse recorded interactions to identify and remedy potential root causes for missed first contact resolution. Ensuring regulatory compliance begins by recording all interactions and every part of the conversation—even if it is a multisite conversation. When resolving a customer complaint or dispute, you need to find the relevant recorded interaction quickly. The Genesys Connect Interaction Recorder ensures you record 100% of interactions and quickly retrieve them when necessary. The lower total cost of ownership through an integrated approach Interaction Recorder is fully integrated with the Genesys Connect contact centre platform. A simple licensing file is all that’s needed to activate the solution. Your customer service organisation benefits immediately because configuration and administration are done through one platform. And you can streamline file management and archive with intuitive categorisation and policy-based recording. Single sign-on and role-based access ensure that only authorised employees can view recorded interactions. And because Interaction Recorder is software-based, you can reduce costs by eliminating expensive proprietary recording hardware. Extend the value of your recorded customer interactions Many organisations use recordings for more than compliance and quality monitoring to add value to the investment. When used with the real-time speech analytics capabilities of the Genesys Connect Interaction Analyser, alerts are sent about potentially problematic interactions, allowing supervisors to intervene, as needed, to create positive outcomes. Supplement new employee training programs with real interactions—a great way to let new employees experience the right and wrong way to handle interactions. Recordings help determine where process improvements are needed to enhance the customer experience. Get the most out of workforce engagement management Interaction Recorder is one of several Genesys Connect workforce management (WFM) applications aimed at enhancing performance to achieve operational goals. The Genesys Connect WFM app provides feature-rich functionality for multichannel interaction recording, quality management and workforce management, along with strategic planning, customer feedback and real-time speech analytics.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item title="Improved customer experience"] Record the end-to-end customer experience to identify training opportunities Evaluate audio and screen recordings to identify contact centre agent or process delays Reduce time to resolve customer disputes [/sg_item][sg_item title="Reduced administration costs"] Streamline administration using one solution for interaction routing and recording [/sg_item][sg_item title="Reduced deployment costs"] Native solution uses existing Genesys Connect platform infrastructure [/sg_item][sg_item title="Reduced penalties and fines"] Record 100% of customer-agent conversations to meet compliance and regulatory requirements [/sg_item][/section_grid][section_grid tag_type="h2" title="Key features"][sg_item] Real-time monitoring PCI-DSS compliance Export recordings Archive recordings Single desktop interface Encryption (256-bit AES) [/sg_item][sg_item] Omnichannel recording Screen recording Rules-based policy recording Multisite recording Search and retrieve [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="90294"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="User Data Management Console for the Genesys Cloud platform" sub_title="More easily manage data per GDPR regulations" image="103155" filecta_label="Download a PDF" filecta="103153" img_alt_text="User Data Management Console for the PureCloud platform"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Embedded solution that enables data management without leaving the Genesys Cloud platform Easy-to-use interface that requires little or no training Accessibility of GDPR for Genesys Cloud at work, at home or anywhere with internet access [/sg_item][sg_item title="Key Features"] Export contact information locally Delete contacts from the Genesys Cloud system Monitor requests to see progress [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Embedded data management The Genesys Cloud® User Data Management Console is an easy-to-use tool that manages your customers’ data as part of the General Data Protection Regulation (GDPR). This AWS cloud-hosted dashboard allows a user to independently respond to data requests for export or deletion. When a request has been submitted, users can view the status of their requests through a historic dashboard. General Data Protection Regulation GDPR is a regulation within the European Union concerning customer access to data and data protection. The User Data Management Console assists with some of these common requests. Quick implementation The User Data Management Console is a prebuilt, cloud-hosted, Genesys Professional Services application that can be quickly added and set up in your Genesys Cloud organisation. This reduces the burden on IT by eliminating the need to build out and maintain your own solution or use manual processes every time you need to access your customer data. Simplified solution Save time on administrative tasks and allow your teams to focus on giving your customers the service they expect with an easy-to-use interface directly embedded within the Genesys Cloud platform. Your data personnel can quickly request an export of user data, delete user data from the system and see all outstanding requests that have been placed to the platform.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="103153"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Data Tables for the Genesys Cloud platform" sub_title="Advanced data hosting for your IVR platform" image="124019" filecta_label="Download a PDF" filecta="124020" img_alt_text="Data Tables for the PureCloud platform"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Data Tables for the Genesys Cloud® platform provides low-cost database tables that are accessed from the Genesys Cloud IVR. Typically, your IVR reaches out to an external system to retrieve data and make informed routing decisions based on it. With Data Tables for the Genesys Cloud platform, the solution acts as a back-end storage system from which the Genesys Cloud IVR retrieves and updates data. Easy administration This Amazon Web Services (AWS) cloud-hosted app includes a simple administrative interface to manage storage and administration. Creating or updating a table is as simple as uploading a file. Data Tables stores data directly from a CSV document into a cloud-hosted database. When the database is no longer needed, it can be removed through a few simple clicks. Quick implementation Data Tables for the Genesys Cloud platform is a prebuilt, cloud-hosted, Genesys Professional Services application that you can quickly add and set up in your Genesys Cloud organisation. This reduces the burden on IT—eliminating the need to build out and maintain your own solution.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Easy-to-use interface that requires little or no training Eliminates the need for extra database hardware for simple IVR data applications Allows data access and manipulation through Genesys Cloud Architect data actions Allows for querying data based on any column within the CSV document [/sg_item][sg_item title="Key Features"] Access data from Genesys Cloud IVR through web service requests Query for data based on the uploaded CSV file name and a query key Easy-to-manage administrative interface to upload, download and delete CSV documents Read, append or modify records from within the Genesys Cloud Architect IVR Store up to 50,000 rows; 45 columns and up to 50 MB of data Up to five tables per organisation [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="124020"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Connect Solutions for unified communications" sub_title="Get rich IP PBX communications in one powerful platform" image="308443" filecta_label="Download a PDF" filecta="308501" img_alt_text="PureConnect Solutions for unified communications"][/section_header][section_content][gsc_item format="content-a4" image="182018" title="The next wave of intelligent business communications"]How a communications solution is built on the back-end tells a lot about how it will perform on the front-end. Pieced-together unified communications (UC) systems are full of complexity and steal energy from your enterprise. A more intelligent approach is a single, all-in-one platform that creates more power. The features in a UC solution might link media channels and users more tightly, but most UC frameworks lack any actual unification. They’re mostly stitched-together products from different vendors with a UC banner wrapped around them. Genesys created our IP telephony software on a single integrated platform—making it an all-in-one solution for all types of communications and business functions. Genesys Connect for Unified Communications is powerful enough to unify your entire enterprise. More importantly, with a complete N+1 architecture for all media operations, Genesys Connect for Unified Communications is much more scalable than those pieced-together UC systems. With one platform, enterprises smartly connect departments, workgroups, contact centres, branch offices, and remote and mobile workers. The platform extends call control and messaging to the desktops of multiple users—from 100 to 15,000—and ACD capabilities for up to 5,000 contact centre users. It also scales up or down, as needed. In addition, companies can use advanced capabilities, such as outbound predictive dialling and business process automation with applications and licensing—without having to tack on more systems.[/gsc_item][/section_content][section_grid column="grid-1x1" tag_type="h2" background_clr="bgc-lgray" title="Capabilities"][sg_item title="Single all-in-one platform approach"]Genesys Connect enables you to better control communications while reducing costs. The solution centralises multichannel processing, system configuration, administration and reporting. And because you don’t have to source multiple vendors, require fewer servers and will have a smaller data centre footprint, you will see a dramatic reduction in equipment and operational costs.[/sg_item][sg_item title="Easy deployment and administration"]Auto-configure Genesys Connect gateways for IP networks and VoIP, then auto-provision and manage cost-saving IP phones—or use Interaction SIP Station™ call control devices to save even more money. The Genesys Connect Interactive Update™ application even handles service updates automatically.[/sg_item][sg_item title="Scalable all-software architecture"]Genesys Connect incremental application licensing makes scalability straightforward and cost-effective, as does its multisite location independence and disaster recovery. With this capability, you can deploy and manage applications—as needed, when needed—even to multiple sites and users wherever they’re located. The reliable, integrated Genesys Connect application suite eliminates unstable voice processing cards and all the points of potential failure that come with multi-system configurations.[/sg_item][sg_item title="Complete voice and interaction functionality"]With Genesys Connect, you get a dial tone, plus multichannel queuing and routing, IVR, speech-enabled auto-attendant, unified messaging, conferencing, presence management and more. At the desktop level, Genesys Connect is a straightforward and intuitive client application that instinctively makes users and interaction processes much more efficient.[/sg_item][sg_item title="Cost-effective multichannel customer service"]Calls, faxes, email, webchat, SMS, online forms and social media—Genesys Connect handles all types of communications quickly and consistently. The streamlined real-time monitoring and end-to-end reporting capabilities of Genesys Connect make it easy to ensure service quality across channels. Advanced applications for multichannel recording and scoring, as well as automated post-call satisfaction surveys, improve service performance on a continuous basis.[/sg_item][sg_item title="Mobile support for location-independent use"]Put Genesys Connect mobility-based applications in the hands of your sales force and field technicians to give them the same functionality as their in-office counterparts: company-wide presence, one-number Find-me/Follow-me, conferencing, ad-hoc call recording, unified messaging as well as speech-enabled access to email, calendars and contacts. Mobile users can leverage softphones, smartphones, email clients and web browsers to access the Genesys Connect system from anywhere.[/sg_item][/section_grid][section_grid title="Benefits" desc="One platform for your entire business"][sg_item title="Remote Workers and Mobile User Features"] Web Client Mobile Client, corporate extension and virtual office One-number Follow-me/Find-me Interaction Mobile Office™ [/sg_item][sg_item title="Scalability"] 100 to 15,000 business users Up to 5,000 ACD users Support growth by adding servers Small or large—license only for what you need [/sg_item][sg_item title="Contact Centre Features"] ACD IVR Web services Internet chat server Quality monitoring Easy integration to CRM and business applications Integrations for social media monitoring Knowledge management and auto-response Real-time speech analytics Workgroup options [/sg_item][sg_item title="Advanced Applications"] Business process automation—in the enterprise and contact centre Screen recording Automated post-call satisfaction surveys Workforce management Intelligent multisite routing Graphical application generator Third-party PBX integrations [/sg_item][sg_item title="System Administrator and IT Professional Features"] End-to-edge security and encryption with Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS) Completely redundant architecture —Support for virtual servers Ease of deployment—Private cloud deployment option Interaction Update™ auto-updater Auto-provisioning for Polycom® phones Interaction Recorder® Interaction Administrator® Interaction Attendant® Interaction Conference™ for conferencing more than 250 parties Interaction SIP Station™ API - Interaction Centre Extension Library (IceLib) [/sg_item][sg_item title="Enterprise-wide Capabilities"] IP PBX call processing Full-featured operator console Complete desktop phone features Enhanced desktop client features SIP softphone Real-time presence management On-demand call recording and monitoring Conferencing for up to 250 parties Corporate and workgroup directories Embedded call controls for desktop applications Instant messaging Voice mail and unified messaging Multilingual support Reporting [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="308501"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="AudioCodes Management and Monitoring Applications for Genesys" image="4039" filecta_label="Download a PDF" filecta="4040" img_alt_text="AudioCodes Management and Monitoring Applications for Genesys"][/section_header][section_grid background_clr="bgc-lgray" title="Highlights"][sg_item] Enables simple and low risk deployment of SIP-based contact centres Assures high-quality voice Reduces operating expense and total cost of ownership [/sg_item][sg_item] Simplifies identification of network issue and fault management Reduces administrative overhead Eliminates the need for expensive external probes [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Your IT department knows that when every component of your contact centre operates flawlessly, you’re able to deliver the continuous service customers expect. IT is also responsible for responding rapidly when needs of your business change, whether the requirement is adding new agents or endpoints or deploying mass software updates and configuration changes. In partnership with AudioCodes, Genesys can simplify the centralised management and monitoring of your contact centre. A Genesys and AudioCodes solution eliminate the need to switch between multiple tools to monitor and manage your network and endpoints. The unique integration between Genesys IP phones and AudioCodes network monitoring tools enables you to pinpoint problem areas instantaneously, giving you everything needed for end-to-end management of performance and reliability of your contact centre. With AudioCodes Element Management System, you can manage your network and endpoints, quickly identify and resolve voice service problems, and act to prevent problems. The Session Experience Manager is a VoIP network monitoring and troubleshooting application. Together, they provide a proactive detection-correction function resulting in continuous service availability. Element Management System Element Management System is a centralised management tool for the AudioCodes product portfolio, including session border controllers, media gateways, and IP phones. Element Management System includes: Full coverage of the entire set of actions required to manage the voice network Support for mass software updates and configuration changes Remote management and control of IP phones at any location Session Experience Manager Session Experience Manager is an intelligent monitoring and troubleshooting analysis tool that enables IT managers to quickly identify, fix, and prevent issues that can affect users’ voice experience. Session Experience Manager includes: Real-time monitoring of the entire VoIP network’s quality, including the data centre, branches, and remote agent sites Proactive detection and prevention of issues before they are noticed by users Quick identification and repair of issues once they occur Embedded probing capability to spotlight specific issues [/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Technical Specifications [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Northbound Interfaces[/omnitable_col][omnitable_col]Network Management System: Commands and traps are relayed via the AudioCodes API[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported devices[/omnitable_col][omnitable_col] Mediant 500/ 800/ 1000/ 2000/ 2600/ 3000/4000/ 9000 Mediant VE and Mediant SE 400HD IP phone family Media Pack device [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Telecommunications Management Network Standards support[/omnitable_col][omnitable_col]International Telecommunications Union recommendation M-3010 series[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Fault, configuration, accounting, performance, and security (FCAPS) functionality[/omnitable_col][omnitable_col]Provides: Fault management Configuration and provisioning Administrative support Performance management Security functions [/omnitable_col][/omnitable_row][/omnitable][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-3"] Session Experience Manager (SEM) [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call rating measured metrics[/omnitable_col][omnitable_col]Mean Opinion Score / Jitter/ Packet Loss/ Delay (or Latency) / Echo[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call rating measured metrics[/omnitable_col][omnitable_col]Mean Opinion Score / Jitter/ Packet Loss/ Delay (or Latency) / Echo[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported devices and server[/omnitable_col][omnitable_col]AudioCodes session border controllers, media gateways and IP phones[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Network topology[/omnitable_col][omnitable_col]Entire network/ selected devices/ selected links/ per time selection[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call details[/omnitable_col][omnitable_col]Call lists (per device/link)/ Extensive voice quality details[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Call trend statistics[/omnitable_col][omnitable_col]Alarms from devices, activated upon userdefined thresholds: Active alarms/ alarm history/ alarm details in both active and historical views Search entire alarm table for any data string [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Alarms[/omnitable_col][omnitable_col]ITU-T recommendation M.3010 series; fault, configuration, accounting, performance, and security alarming[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Reports[/omnitable_col][omnitable_col]Network (per device/link)/ trends/ top users[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Users[/omnitable_col][omnitable_col]Connection to Active Directory/ end users’ satisfaction list/ end users’ satisfaction dashboard/ contact end users directly from Session Experience Manager[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported platforms[/omnitable_col][omnitable_col]VMware[/omnitable_col][/omnitable_row][/omnitable][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4040"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Multimedia Connector for Skype for Business" sub_title="Power the world’s best customer experience with Genesys and Skype for Business" image="4169" filecta_label="Download a PDF" filecta="4170" img_alt_text="Multimedia Connector for Skype for Business"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Unify customer journeys across Skype for Business and all other digital channels Increase first contact resolution through collaboration with subject matter experts throughout the organisation Decrease handle time with quick and easy access to instant messaging, voice, video and screen share Deliver great customer experience with a fully integrated suite of contact centre solutions Simplify administration and installation with native Unified Communications Managed API-based integration Improve operational flexibility for on-premise, hybrid or cloud-based deployment models [/sg_item][sg_item title="Key Features"] Genesys omnichannel routing, reporting and journey analytics for Skype for Business media channels as well as other digital channels Native and certified integration with Skype for Business infrastructure and endpoints Integrated agent desktop manages all incoming interactions Consolidated corporate directory and presence Enterprise-wide multimodal collaboration Skype for Business federation support On-premise, hybrid or cloud-based deployment models [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]When customers interact with your company, they want the ability to use their preferred channel and have their issues resolved quickly. Most importantly, customers want an effortless experience. Together, Skype for Business and the Genesys Customer Experience Platform empower companies of all sizes to provide seamless, consistent and contextual customer journeys that enable great relationships and business results. Enrich your customer experience Provide rich customer experiences with ubiquitous access to all Skype for Business channels, including instant messaging, voice and video, along with other channels—email, social and web. Unified customer journeys and analytics across Skype for Business and other channels enable businesses to better anticipate customer needs to provide a truly exceptional customer experience across all engagements. Extend customer service throughout the enterprise Reduce effort for your customers and your team. Agents are given the information they need to personalise every interaction, including the customer’s profile, contact history and context of the interaction. Agents can quickly collaborate—using Skype for Business voice, instant messaging or video—with any available expert across the enterprise to expedite first contact resolutions of customer inquiries. This puts the enterprise—not just the contact centre—at the service of the customer. Innovate with best-of-suite customer engagement Customer experience is critical to your organisation. When selecting your customer engagement platform, choose a partner with a proven track record, a strong vision and the scale and expertise needed to add value at every step. Genesys has been a leader in the Gartner Magic Quadrant for Contact Centre Infrastructure for nine years running—and the only leader with a Skype-certified solution. Core capabilities of the Multimedia Connector for Skype for Business include omnichannel routing, consolidated analytics and a unified desktop. And you can easily expand the platform to include self-service, outbound, workforce optimisation and workload management. Choose native integrations Not all integrations are created equal. Skype for Business is natively integrated with the Genesys Customer Experience Platform, which eliminates complexity and makes it easier to install, administer and support. This also lowers cost of ownership. Additionally, native integrations can take advantage of new capabilities immediately, as they are added to the Skype for Business platform. Using a solution that is Microsoft “Certified for Skype for Business” assures compatibility and reliability—and protects your investment. Virtualise operations Forward-looking companies seek a unified communications solution to lower infrastructure and integration costs. Genesys and Microsoft deliver flexible architectures that are deployed globally in organisations large and small. Discover the benefits of virtualising operations with the ubiquity of Skype for Business and the intelligence of the Genesys Customer Experience Platform. Virtualisation removes geographical restrictions and can help your operation scale to handle a higher volume of customer inquiries more efficiently. It also makes it possible to eliminate local PBXs and ACDs, further reducing total cost of ownership. There is no one-size-fits-all solution for contact centre architectures; choose from on-premise, partner-hosted and hybrid cloud deployment models, depending on your company’s needs. Regardless of which option you choose, our proven best practices guarantee optimal use of integration capabilities that will maximise ROI.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Luc Greefs" jobtitle="Director of Shared Technology and Infrastructure Delivery" company="Cegeka" speakerquote="Integrating Genesys Engage with Microsoft Skype for Business gives us a whole lot of advantages. With more dynamic and flexible communications, we’ve improved collaboration while moving to a software based system. This means we can easily assimilate acquired companies’ systems." companylogo="306491"][/section_cta][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4170"][/section_cta] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Technical Account Manager" sub_title="A trusted advisor and main point of contact to maximise your on-premise Genesys environment" image="4069" filecta_label="Download PDF" filecta="4070"][/section_header][section_grid column="grid-1x1" background_clr="bgc-lgray"][sg_item title="Benefits"] Main source of contact at Genesys for your organisation Proactive advocate who drives issues to resolution and provides constant updates Communications expert to manage and align all internal and external stakeholders’ needs Key resource that tracks open cases and runs performance metrics [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Minimise risk across your environment Your business demands top performance, but as your integrated systems grow more advanced and you adopt multiple solutions, your overall environment becomes more complex, putting your operations at higher risk. With the Genesys Technical Account Manager you receive a highly experienced and trusted partner who works with you to manage critical stakeholder communications and identify risk early. This helps to reduce downtime, avoid downstream issues, and minimise the overall risk across your environment. As your main Genesys contact, your Technical Account Manager drives and streamlines conversations and ensures alignment among your departments, with Genesys teams, and with other external partners. A Technical Account Manager has a solid understanding of your business goals, operations, and mission-critical environments. They can also advise you in preparing for shifts in your technology solution or recommend solutions for business advancements. Profit from proactive advocacy The Technical Account Manager is your Genesys advocate who: Flags critical path items and ensures remediation plans are clear Enables quick and effective support specific to your unique environment through Genesys Customer Care Represents your needs during Genesys product lifecycle planning Leverages collective knowledge across technical teams, platform infrastructure interfacing systems, call flows, and reference documents Advises you on training, staffing, and other valuable services Manages regular reviews to discuss operational issues, track open cases, and support performance metrics Ideal for companies experiencing change Many external factors can greatly impact a company’s workload and put programs at risk, even with highly skilled IT, engineering, and project teams in place. A Genesys Technical Account Manager is an ideal addition for: Management of systems consolidations after mergers/acquisitions Multi-site implementations Parallel application or complex offer deployments Ongoing management of complex environments Integration of Genesys with other technologies For on-premises environments, a Technical Account Manager is included as part of Genesys Premium Care or added to Business Care Plus as a Flex Care option. Here is a summary of the additional Genesys Flex Care support options available to help you tailor your support experience based on your current business needs and the position in the lifecycle of your Genesys solution.[/gsc_item][/section_content][omnitable column="col-three"][omnitable_row headerrow="header-row"][omnitable_col] Flex Care [/omnitable_col][omnitable_col span="span-2"] Feature Description [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Custom Application Support[/omnitable_col][omnitable_col span="span-2"]Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners[/omnitable_col][omnitable_col]Extended Support[/omnitable_col][omnitable_col span="span-2"]Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software[/omnitable_col][omnitable_col]Special Event Support[/omnitable_col][omnitable_col span="span-2"]Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment[/omnitable_col][omnitable_col]Support Architect[/omnitable_col][omnitable_col span="span-2"]Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimisation recommendations, and capacity planning[/omnitable_col][omnitable_col]Technical Account Manager[/omnitable_col][omnitable_col span="span-2"]Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" company="Global Telecommunications Company" speakerquote="The Technical Account Manager was able to set expectations on the VHT memory leak, provide assurance that we continually focus on improving QA, and most importantly secure his place at the table as a trusted advisor."][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="4070"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Improve Customer Experience with an Enhanced Salesforce Implementation" image="4105" filecta_label="Download a PDF" filecta="4106" img_alt_text="Improve customer experience and efficiency with an enhanced Salesforce implementation"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Easy setup with out-of-the-box integrations Immediate ROI with improved agent efficiency Personalise all customer interactions Full business intelligence analytics drive actionable insights [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Genesys-Salesforce integration As organisations leverage the power of Salesforce for both sales and service, it is critical they focus on providing a great customer experience across all communications channels. Customers expect personalised, relevant and timely information—whether they call in to a company or they receive messages from the companies they do business with. Genesys easily integrates with Salesforce, giving organsations the tools needed to provide a seamless and consistent customer experience. When organisations handle inbound inquiries from customers, the Salesforce integration enables businesses to easily enhance their Salesforce implementations with powerful features that improve caller experiences and increase business productivity. The integration enables automated case/lead creation and look-up, personalised call routing and agent screen-pops with the ability to pass information and custom objects to the agent. Only with Genesys can you easily add both automation and customised call handling. Additionally, when proactively contacting customers, organisations can quickly execute campaign calling lists from Salesforce. Businesses can implement multichannel outbound campaigns including alert messaging, outbound IVR, predictive/preview/manual dialling, email and text messaging. Plus, after an outreach attempt is completed, results are automatically written into the activity log of the customer record. Solution overview With the Genesys-Salesforce integration, you can add data-driven automation through self-service IVR applications by accessing Salesforce data at the outset of every call. This enables each and every call to be personalised utilising the Genesys CTI and screen pops. As a result, you can focus solely on the customer and position your business as best-in-class and not worry about your technology solution. Genesys integrates with both Salesforce for Service Cloud and Salesforce for Sales Cloud. Benefits for Salesforce for Service Cloud users: Personalise customer interactions: Use a “data-dip” of the customers’ account information and previous case history to greet each customer with a personalised message. Customise automated options for callers upfront: Present customers with the status of their case first through a self-service IVR application, and then give them the option to re-open the case, update that case or transfer to an agent. Interact with customers naturally: Use the highly effective speech recognition engine to save callers time Screen-pop customer data to an agent: Leverage the Genesys CTI to customise a screen-pop with all information gathered through the self-service application, along with any customer’s previous history, allowing the agent to provide a more personalised experience. Enable automated secure transactions: Transfer the customer to the self-service application menu for payments or other sensitive transactions and then the agent can take back the call to continue the conversation, leading to a more effective first-call resolution. When tickets are closed, automatically send multi-channel customer surveys with the ability to escalate to live agents when necessary. Benefits for Salesforce for Sales Cloud users: Automatically capture consumer information to instantly create leads such as name, address and phone number prior to delivering the inbound call to the sales agent. Execute proactive campaigns utilising lists of leads, contacts and cases for outreach via Genesys Proactive Customer Communications platform. Enable priority routing for inbound calls to ensure all “hot-leads” jump to the front of the queue to increase closure rates. Create customised, multi-channel contact strategies to new leads or updated contacts in real-time. Store details about all customer communications (date, time, duration, agent, call result) and recordings in the Salesforce record. Enable your agents to offer a more tailored experience by presenting a custom screenpop, including relevant call history, using the Genesys Cloud CTI plugin. Provide screen-pops with information gathered from inbound and outbound interactions and previous history using Genesys Cloud CTI, allowing agents to provide a more tailored experience. Simplify the agent experience by eliminating multiple systems needed and increase productivity through a single integrated, multichannel user interface. Gain insight into your pipeline via simple inbound calls. Managers can call in and obtain a voice rendition of their opportunities reports and pipeline status. The Genesys and Salesforce integration advantage Improve customer experience Customer interactions are mapped against Salesforce objects to find a record match based on the caller’s phone number or any other defined data point. Genesys then screen-pops the Salesforce record via Genesys CTI to the agent along with any other data collected. This allows the agent to greet the caller in a personalised manner, enhancing the customer experience. Tap into the Genesys Customer Experience Platform to provide superior customer experience including Self-Service Inbound IVR, Proactive Customer Communications and Virtual Call Centre/Cloud ACD. Increase agent efficiency Save your sales or support staff time and increase the accuracy of your data. Agents can quickly place outbound calls by clicking on a phone number from any Salesforce record, whether they include cases or contacts. All calls placed are automatically logged in Salesforce, including call results, call details and any customer information. This automation increases agent productivity and ensures a systematic tracking of all call activities. Additionally, all incoming calls are automatically logged into Salesforce based on the parameters set up, such as by case or contact. Deploy and maintain The Genesys and Salesforce integration does not require any you to install any hardware or software. It is easy to deploy and can be accessed through any browser such as Internet Explorer, Chrome, Firefox or Safari, and any operating system, eliminating any dependency on IT to install or manage. Plus, Genesys-Salesforce integration is compatible with both US and international phone numbers over a PSTN or IP network for added flexibility.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4106"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Reference Architecture Blueprints" image="4027" filecta_label="Download a PDF" filecta="4028" img_alt_text="Genesys Reference Architecture Blueprints"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Ensures optimal integration of all capabilities and channels to maximise ROI Accelerates deployment to realise benefits more quickly Reduces project risk by leveraging a proven architecture validated by Genesys engineering Reduces cost by addressing sizing, deployment, and on-going operational needs [/sg_item][sg_item title="Blueprints Include"] Logical architecture Deployment view, including virtualisation Central and multi-site configurations Supported call flows and use cases Integration, configuration, and sising guidelines [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Customers use a wide variety of channels to connect with your business for sales and support. To address their needs, you’ve deployed contact centre solutions to bridge the gap between your customers, employees, and back-office systems. Contact centre solutions have evolved to become customer experience platforms, reflecting the vast number of channels, intelligence, and analytics that they offer to orchestrate optimal service experiences. Deploying your customer experience platform correctly is critical to maximise your return on investment and the benefits it delivers for your customers, employees, and operational staff. The Genesys Customer Experience Platform has been deployed globally in organisations large and small to meet the needs of businesses just like yours, enabling us to establish best practices and package this knowledge within architecture blueprints. Genesys Reference Architecture Blueprints are a framework to help partners and customers deploy a proven architecture to meet common business use cases. They deliver a set of standardised tools and proven design patterns based on analysis of real-world implementations. They are a tool to help to understand and replicate best-practice approaches. These blueprints describe a proven architecture on which standard and custom use cases are layered. Genesys has defined standard use cases that include the business benefits, logic, and analytics to help you quickly see measurable results. Blueprints detail the Genesys and thirdparty components in the solution along with deployment guidance for topics including sising, networking, security, high availability, disaster recovery, and serviceability. Genesys engineers have validated each blueprint to deliver consistent, low-risk deployment with optimised business operations.[/gsc_item][/section_content][section_grid tag_type="h2" title="Reference Architecture Use Cases" desc="Genesys Reference Architecture Blueprints address the following use cases:"][sg_item title="Common Components"] Orchestration— Business rules to control the routing of interactions in the contact centre, including real-time visibility into contact centre resources and integration into external services for enhanced business routing decisions Reporting—Web-based access to real-time and historical reporting across all interactions and channels Configuration and Management—Centralised configuration and management of all Genesys applications and resources [/sg_item][sg_item title="SIP Voice Blueprint Use Cases"] Contact Centre Services—Routing to agents, agent desktop, supervisor functions, and outbound dialing Media Services—Announcements, music on hold, qualification and parking, conferencing, call progress detection, call recording, and voicemail Voice Communications—Phone features (make call, transfer, forwarding, caller ID, conferencing), dial plans, voicemail, etc. [/sg_item][sg_item title="Digital Channels Blueprint Use Cases"] Proactive Engagement—Monitor, identify, and proactively engage web visitors in conversations that support business objectives Chat—Provide live assistance to customers via chat Email, SMS, and Social—Provide text analysis, routing, and distribution of customer service emails, text messages, and social media comments to optimal agents Mobile Engagement and Callback—Enable customers to request customer service on their terms from mobile phones or other devices [/sg_item][sg_item title="Interaction Analytics and Recording Blueprint Use Cases"] Interaction Acquisition—Voice, screen, and text recording for compliance and control Analytics Processing—Recognition, indexing and categorisation of all acquired interactions Dashboards and Reporting—Drill-down on categories/KPIs, search/trending/ discovery, quality management, and coaching [/sg_item][sg_item title="Workload Management Blueprint Use Cases"] Capture Tasks—Address a broad range of enterprise work sources such as workflow systems, order management systems, and CRM systems Calculate SLAs—Classify tasks and prioritise Distribute Tasks—Find the best resource to handle a task whether in the front office, back office, outsourcer, or at a branch Reporting and Management—Deliver real-time dashboards and historical reporting on backoffice workload [/sg_item][sg_item title="Workforce Management Blueprint Use Cases"] Forecasting—Predict contact centre workload and staffing requirements based on historical data or user-defined templates Scheduling—Create agent schedules that comply with user-defined business constraints and optimal resource allocation Performance Monitoring—Compare the forecast and schedule based on actual contact centre needs Real-Time Adherence—Compare the current to scheduled agent status Agent Self-Service—Distribute schedules, enter preferences, time off, and schedule bidding/trading [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4028"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Gplus Adapter for Siebel CRM" sub_title="Deliver superior multi-channel customer experiences with an out-of-the-box integration between Genesys and Oracle Siebel CRM systems" image="3887" filecta_label="Download a PDF" filecta="3888" img_alt_text="Gplus Adapter for Siebel CRM"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Fully interoperable with your existing Oracle Siebel CRM system Consistent multichannel experiences Personalised customer service Complete customer information at a glance Lower total cost of ownership Faster time to deployment Reduced interaction times Decreased number of transfers Improved FCR Enhanced workflow efficiencies [/sg_item][sg_item title="Key Features"] Unified agent desktop Multichannel routing capabilities Real-time delivery of interactions based on customer profiles Seamless integration of back-office interactions 360-degree view of the customer Screen pops of relevant customer information Outbound campaign management Integrated real-time statistics Support for Genesys SIP Business Continuity Support for Siebel web chat agent interface [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]Due to a growing digital influence, customers are rapidly turning to communication channels beyond traditional voice. To provide superior customer service, your contact centre must be prepared to deliver a consistent, multichannel customer experience. Genesys empowers you to serve your customers quickly and efficiently with the Gplus Adapter for Siebel, a pre-packaged integration between the Genesys platform and Oracle Siebel CRM service and marketing applications. The Gplus Adapter is a critical component that helps provide your sales and service staff with a unified agent desktop and complete customer information within the Siebel interface, enabling personalised service across multiple channels. Supported by Genesys and Oracle, the Gplus Adapter for Siebel uses standard Siebel tools and interfaces to ensure consistency, speed, and reliability in deployment while reducing customisation costs. Deliver superior customer experience Resolve common customer experience pitfalls such as long queue times and multiple transfers with the Gplus Adapter. Using Genesys real-time orchestration, intelligently prioritise and route every multimedia interaction to the best available agent, and utilise Genesys Enterprise Workload Management to forward tasks to the appropriate departments. Through the combined power of Genesys and Siebel CRM software, customer records are conveniently attached to every interaction, enabling service and sales staff to create a consistent customer experience across multiple channels. Screen pops of relevant customer information provide complete context of the existing relationship and allow the agent to conduct relevant, personalised conversations with each customer. With efficient, real-time routing and personalised service, you can provide your customers with a superior experience, resulting in shorter handling times, fewer transfers, and increased efficiency of operations. Improve productivity with intelligent multimedia routing Through the use of Genesys routing capabilities, ensure the most critical items are handled first. Interactions are prioritised in real time and matched and assigned to the best agents or back-office workers based on customer profiles, class of service, history, and needs. Agents can handle up to six concurrent interactions, increasing agent productivity. The Gplus Adapter for Siebel provides blended media routing of voice calls, emails, web chats, and work items. Genesys Chat is fully supported within the Siebel web chat agent interface, providing agent controls such as Accept, Reject, Transfer Chat, End Chat, etc. Agents are able to switch effortlessly between chat sessions and can record, save, and email transcripts from each conversation. Reduce costs of service Eliminate additional agent training with a unified agent desktop that integrates multiple interaction channels within the familiar Siebel CRM interface. Within a single desktop, agents can now handle interactions across all media types for service, sales, and marketing. By having access to a 360-degree view of the customer, agents are able to achieve better first contact resolution (FCR) and provide customers with a seamless experience.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Supported Siebel applications"] Siebel 7.7, 7.8, 8.0, 8.1, 8.1.1, 8.2.4 (SIA/SEA), IP2013/IP2014/IP2015 [/sg_item][sg_item title="Voice"] Inbound Voice Outbound Voice Web Callback [/sg_item][sg_item title="Genesys Enterprise Workload Management"] Siebel Email Siebel Work Items [/sg_item][sg_item title="Multimedia"] Genesys Email Genesys Chat [/sg_item][sg_item title="Supported platforms"] Windows 2008 and 2012 Solaris 9, 10, and 11 (v8.0.2) AIX 5.1, 5.2, 5.3, 6.1, and 7.1 Red Hat Enterprise Linux 5, 6, and 7 VMWare Microsoft 2012 Hyper–V (v8.0.2) [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="3888"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Fraud Management" sub_title="Cloud-based proactive communications accelerate credit card fraud resolution" image="4015" filecta_label="Download a PDF" filecta="4016" img_alt_text="Genesys Fraud Management"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Quickly identify suspicious card transactions Alert cardholders via their preferred channels Confirm fraud by automated customer interactions Limit agent conversations to confirmed fraud cases Reduce fraud losses Minimise card usage disruption Improve customer loyalty [/sg_item][sg_item title="Key Features"] Triggers fraud notification when suspicious activity detected Integrates with fraud detection systems, including TSYS CardGuard Customise contact strategies based on customer risk, business rules, and channel preferences Escalate alerts across multiple channels, including outbound IVR, dialer, SMS and email Enable self-service and agent-assisted resolution Capture and maintain cardholder communication preferences Update bank if cardholder confirms transaction is valid Transfer fraud victims to fraud specialist agent [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]The Genesys Fraud Management solution is a proactive, interactive, multichannel communications solution. It enables financial institutions to uncover, alert, and resolve suspicious credit and debit card transactions in a highly efficient and effective way. The Genesys cloud-based Fraud Management solution integrates with fraud detection systems to offer real-time, personalised, and interactive dialogs, enabling financial institutions to automate fraud alerts and cardholder confirmations so that they can resolve cases in less time, thereby saving money, and increasing customer satisfaction and loyalty. The value of receiving real-time interactive fraud alerts Time is of the essence when it comes to fraud mitigation. With the Genesys Fraud Management solution, notifications are sent automatically to alert customers regarding potentially fraudulent card transactions, account access, or changes personal account information such as their login, password, email address or Social Security number. Financial institutions that capitalise on proactive alerts will suffer lower fraud costs and their customers will appreciate the touchpoints, which will increase customer satisfaction and the overall customer experience. Institutions that fail to do so, do a disservice not only to customers who see the value of alerts, but also to their own bottom line. Consumers prefer to be contacted via multiple channels when fraudulent activity is suspected Understanding how to best reach your customer is the key to an effective customer experience. Today’s customers are increasingly mobile and difficult to reach through just one communications channel. An overwhelming majority of customers prefer to be notified by multiple and various forms of communication, and most are eager to indicate the type of alerts they receive and their preferred delivery method including a phone call, text message, and email, if fraudulent activity is ever suspected on their debit or credit cards. An effective multichannel alert escalation strategy that honors cardholder communications preferences is crucial in situations where time is of the essence and minutes wasted can cost financial institutions millions of dollars annually. Solution specifications Real-time Fraud Detection Engine provides the connection point(s) to the financial service’s case management system, fraud detection system, and/or system of record. The Fraud module riggers automated messaging to the cardholder when potentially fraudulent events are detected and coordinates the results of the cardholder interaction with real-time updates to the bank’s system of record. Campaign Strategy Manager enables banks to develop and manage notification decision making strategies. Each strategy can be designed based on variables including time of day, fraud type, urgency level, transaction type, consumer communication preference, risk level, open to buy amount, and response outcome. Cross-channel fraud alert escalation enables the coordinated use of multiple communications channels as part of the fraud notification strategy. For example, an initial alert could be sent via text message, and if not responded to within one hour, outreach expanded to an automated voice call. Dialog Engine enables self-service and agent-assisted case resolution. It supports an interactive automated dialog initiated from an inbound or outbound cardholder message. Using its multi-channel rules engine, a bank can determine how to respond to a cardholder using pre-defined messages. Contact and preference management functionality captures and augments cardholder contact information and lets account holders choose the type of alerts they receive and their preferred delivery method (phone call, text message, email). Build, manage, and maintain a database of customers to proactively communicate during the fraud management lifecycle via their preferred communication channels. Reporting and analytics capabilities offer a variety of pre-defined and custom reports to measure and optimise the effectiveness of your communications strategies. Banks can easily tie results back to measurable business value including trends and data that identify how many fraud cases are confirmed without involving an agent, the best time to reach a cardholder, and how many cases are identified as true fraud.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4016"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Cloud Dialer" sub_title="Maximise agent productivity with a cloud-based outbound dialer" image="4020" filecta_label="Download a PDF" filecta="4019" img_alt_text="Genesys Cloud Dialer"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Increase customer contacts Maximise agent productivity Improve contact centre performance Maintain compliance Reduce costs Enhance campaign monitoring Integrates with business systems and CRMs such as SFDC [/sg_item][sg_item title="Key Features"] Predictive, preview and manual dialing Outbound IVR and proactive alert messaging Minimise customer hold time and routing delays Custom agent scripting Real-time agent monitoring Built-in compliance tools Customer opt-in solution Speech and campaign analytics Integrates with business systems and CRMs such as SFDC Timely, relevant, and personalised communications [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"]More and more organisations are migrating their contact centres to the cloud. This shift is largely due to the quick deployment, cost-effectiveness, and smaller technology footprint provided by cloud-based business solutions. Genesys helps evolve your contact centre from traditional on-premises dialing architectures to the cloud completely or a in hybrid deployment model to maximise profitability, meet compliance requirements, and easily scale capacity. Our cloud-based dialer enables you to develop sophisticated outbound contact strategies that leverage predictive, preview, and manual dialing as well as outbound IVR and alert messaging. Improve agent efficiency and boost productivity The Genesys Cloud Dialer identifies and converts more contacts in less time. It also enables cross-channel contact strategies throughout a customer’s interaction by combining a voice conversation with an outbound IVR, text message, mobile webpage, or email follow-up. Our Agent Voice Portal interface is designed to improve the user experience by providing contact centre managers and agents with tools that maximise efficiency. Genesys Cloud Dialer features predictive dialing which allows agents to spend time on productive calls with live parties by filtering out unproductive calls including voice mails, busy signals, and disconnected numbers. Our unique predictive pacing algorithms optimise the balance between wait times and call abandonment by accurately predicting when agents will become available, enabling contact centres to maximise agent utilisation while increasing profitability. Improve reliability, scalability and affordability The Genesys Cloud Dialer offers the reliability of an on-premises solution with the scalability and affordability associated with cloud-based business solutions. Your contact centre will realise an immediate return on investment by reducing capital expenditures, increasing time to market, and alleviating peak capacity concerns. Your users benefit from the latest innovation including immediate access to new features and functionality while meeting compliance requirements. Integrated analytics Take your outbound campaigns to the next level with integrated analytics. Detailed reporting and monitoring provides deep insight into a campaign’s effectiveness. Additionally, speech analytics provides a cost-effective and systematic way to evaluate agents, improve compliance, identify trends and ultimately provide a better customer experience. Seamless contact centre integration The Genesys Cloud Dialer replaces or integrates with contact centre infrastructure and allows organisations to take full advantage of a cloud or hybrid solution. API connectivity lets organisations integrate the Genesys Cloud Dialer into business applications to automate contact management and trigger outbound calls. CTI enables on-prem systems to supplement their limited capacity with outbound IVR messages sent from the Genesys Cloud Dialer and utilise the on-premise call pacing, routing, and screen pops. Genesys easily integrates with Salesforce to provide contact centres with the tools needed to seamlessly communicate with their customers. For example, organisations can quickly export campaign calling lists from Salesforce into the Genesys Cloud Dialer enabling them to implement multi-channel outbound campaigns. Additionally after an outreach attempt is completed, results can be written immediately back into the activity log of the appropriate customer record for historical purposes.[/gsc_item][/section_content][section_grid tag_type="h2"][sg_item title="Increase customer contacts"] Cross channels—outbound IVR, text (SMS and MMS), email, mobile webpages Call blending and escalation (inbound & outbound) Dynamic list management Built outbound campaigns from SFDC contacts Effective right party connect scripts Capture and honor opt-in and channel preferences Customer recovery contact strategy Local-to-end-user Caller ID Global support [/sg_item][sg_item title="Maximise agent productivity"] Predictive, preview and manual dialing Outbound IVR and alert messaging Seamless blending of inbound and outbound calls Pacing options including fixed line, predictive and compliance Custom agent scripting Session transfer capabilities Unproductive call filtering Automated payment systems Custom call-based disposition codes Add outreach results to SDFC record Scheduled callback [/sg_item][sg_item title="Improve contact centre performance and reduce costs"] Customisable user interface Multiple pacing algorithms Inbound and skills-based routing (ACD) Robust and flexible report suite Support for at-home agents Real-time campaign and agent monitors Softphone over VPN or MPLS [/sg_item][sg_item title="Enhance campaign monitoring"] Real-time agent monitoring Monitor-Coach-Barge Campaign progress monitors Historical transaction searching Session recording Real-time pacing controls Agent group management Speech, text, and email analytics [/sg_item][sg_item title="Integrate with business systems via API and CTI modules"] Automate campaign management Trigger outbound campaigns Documented API and sample code Intelligent call routing and pacing SOAP/REST interfaces Secure multi-channel support List and event based interactions Desktop integrations to CRM/SFDC Trickle SFDC feed to dial web leads [/sg_item][sg_item title="Mitigate risk and enable compliance"] Prevent contacting ineligible numbers Track consumer mobility and phone portability Compliance rules builder to control contact frequency Manage consumer consent and profile data Certified PCI Level 1 provider Enables compliance with requirements such as TCPA, FDCPA, CFPB, FCRA, CRTC, CASL, OFT, Ofcom, GLBA, HIPAA [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4019"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Remote Alarm Monitoring" sub_title="Quickly identify real-time issues in your on-premises environment to minimise downtime" image="4023" filecta_label="Download a PDF" filecta="4024" img_alt_text="Remote Alarm Monitoring"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Resolve issues more quickly and gain insights into issues before they affect your customer experience Decrease costs and make operations predictable Continually optimise mission-critical environments Enhance platform stability with 24/7 live monitoring and log file retrieval Troubleshoot more efficiently with additional alarm data views through Genesys Care Workbench [/sg_item][sg_item title="Key Features"] Proprietary alarm monitoring software Alarm notification and details through Genesys Care Mobile App Workbench integration providing access to the alarm monitoring console, alarm acknowledgement and synchronisation, and display of additional alarm events Routing of supported critical and major alarms to Customer Care with an alarm support case automatically opened Proactive log file retrieval Reliable log file retention [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Resolve unavoidable issues quickly Even the best-run enterprises can’t anticipate and prevent every issue. Downtime is always costly in lost revenues, wasted agent time, and disappointed customers. Genesys Remote Alarm Monitoring with Workbench helps you quickly identify and troubleshoot incidents in your on-premises environment to resolve them before they become emergencies. Know about issues wherever you are When Genesys on-site alarm monitoring software detects an issue that triggers a supported critical or major alarm, you receive an alarm notification immediately through the Genesys Care Mobile App. You can drill into the alarm details on your mobile device or log in to Genesys Care Workbench to view the alarm data in the alarm monitoring console. As you receive the notification, the alarm is also being routed to Customer Care, where a specialist opens a support case for you. We’ll work with you to validate the alarm status and resolve the issue. Use technical insights to resolve issues faster Through its integration with Genesys Care Workbench, Remote Alarm Monitoring offers: Access to the alarm monitoring console for one view of all alarm details, including alarm arrival times Views of an additional set of alarm events, covering underlying hosts and other conditions, in the alarms row of the event correlation display on the Workbench dashboard If you have both Remote Alarm Monitoring and Genesys Log File Management Tool, when a critical alarm occurs, Customer Care can proactively retrieve log files for you. Availability Genesys Remote Alarm Monitoring is available with Genesys Premium Care or as an option through Genesys Flex Care. Genesys Flex Care provides a range of additional support options so you can truly tailor your support experience based on your current business needs and position in the lifecycle of your Genesys solution.[/gsc_item][/section_content][omnitable theme="orange-alt"][omnitable_row headerrow="header-row"][omnitable_col] Genesys Flex Care [/omnitable_col][omnitable_col] Feature Description [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Custom Application Support[/omnitable_col][omnitable_col]Delivers support for custom-developed modules, applications, and solutions developed by Genesys and selected partners[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Extended Support[/omnitable_col][omnitable_col]Delivers advice and best-effort error investigation and rectification (hot fixes excluded) on the configuration and operation of the end-of-service (EOS) software[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Special Event Support[/omnitable_col][omnitable_col]Gives your staff preferred status attention from select Customer Care resources during special events that could stress your environment[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Support Architect[/omnitable_col][omnitable_col]Partners as a designated technical expert to work with your team to achieve platform stability through continuous environment risk analysis, remediation action plans, optimisation recommendations, and capacity planning[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Technical Account Manager[/omnitable_col][omnitable_col]Works as a designated, trusted advisor who establishes and maintains a solid understanding of your business goals, operations, and priorities. Also acts as a main point of contact to mitigate risk, resolve issues, advise on training, and manage regular reviews for discussion of open issues and future project/product feature implementation planning.[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col span="span-2"]For more information about Genesys Care options for on-premise and cloud environments, please visit our Genesys Care website.[/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid tag_type="h2" title="Technical specifications"][sg_item] Genesys Care Workbench is required for Remote Alarm Monitoring. Genesys Care Workbench is available to customers with qualified Business Care, Business Care Plus, and Premium Care subscriptions. [/sg_item][sg_item] Genesys Log File Management Tool must be installed for proactive log file retrieval. Genesys Care Mobile App must be installed to receive alarm notifications. [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4024"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Workspace Plug-in for Salesforce.com" sub_title="Improve agent productivity and customer experience" image="130281" filecta_label="Download a PDF" filecta="130280" img_alt_text="Workspace Plug-in for Salesforce.com"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Gain seamless interoperability for your agents using Genesys Workspace and Salesforce.com Avoid in-house interface development costs and time delays with quick deployment and an out-of-the-box plug-in [/sg_item][sg_item title="Key Features"] Inbound/outbound voice, digital, intelligent Workload Distribution, SMS and social channels support JavaScript with Apex package in Salesforce.com Open CTI-configured Visual Force page Scripting to create or update existing interactions in Workspace Apex classes incorporating SOQL and SOSL commands for interaction with Salesforce.com Support for Salesforce Business or Person Accounts [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Integration leverages customer experience platform and applications The Genesys® Workspace Plug-in integrates with the Salesforce.com Service Cloud Console, enabling your agents to handle customer calls more quickly. Screen pops of customer records and click-to-dial outbound calling empower agents to smoothly interact with customers. Speed call resolution and deployment The Workspace Plug-in for Salesforce.com provides out-of-the-box, open scripting that works with both Person Accounts and Business Accounts, leveraging your investments in Workspace and Salesforce.com. In addition, you can modify specific queries and field use to meet your needs. When Workspace starts, agents are presented the Salesforce.com browser view, creating automatic communications between the two applications. That makes it easy for them to use the capabilities of both apps. This seamless interoperability increases the call-handling capacity of your current agents. Maintain current customer knowledge for agents The Workspace Plug-in creates records of activity history automatically—as soon as interactions are completed—keeping activity history current. The plug-in writes a task that contains disposition and other interaction-related information, such as attached data to Salesforce.com, and applies it to the popped record. With this capability, your company improves their corporate memory of all customer interactions; agents can use that knowledge to improve the customer experience.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item] Interaction Workspace version 8.1.3 or greater Salesforce.com Service Cloud Console Integration Toolkit Default or dynamic ports for communications; dynamic ports required for shared presentation resources such as Citrix Apex classes with SOQL and SOSL commands to drive Salesforce.com interaction Synchronisation through Salesforce.com tab actions to Workspace [/sg_item][sg_item]Supported desktop OS Microsoft Windows and selected browsers supported by Salesforce.com Prerequisites .NET Framework 3.5 VDI technology such Citrix XenAppTM compatibility [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="130280"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="VidyoEngage for Genesys" sub_title="Improve customer satisfaction, increase revenue and reduce customer churn with high-quality video integrations" image="117865" filecta_label="Download a PDF" filecta="117814" img_alt_text="VidyoEngage for Genesys"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Establish an emotional connection with your customers with face-to-face interactions Include subject matter experts in a multiparty video conference Share a document or application to clear up issues Use pre-built skills-based routing to connect with the best available agent Escalate from a web chat or voice call straight to video with a single button Access click-to-video from a web page or mobile app [/sg_item][sg_item title="Use cases"] Financial services: High-value clients or interactions done directly over video to improve Net Promoter Scores Healthcare: Give remote patients access to specialists or caregivers Field services: “See what I see” using mobile device or smart glasses Insurance: See damage directly over video without sending adjuster [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Business challenge In today’s customer-centric business environment, emotionally connecting with customers gives your business a clear competitive advantage. Not only does a positive customer experience improve satisfaction rates and net promoter scores (NPS), it also fosters repeat customers, increases revenue and sales, and reduces customer churn. This is most evident in the contact centre environment. A contact centre is a critical point of direct contact with the consumer—and a defining moment in customer experience. While the goal of many contact centres is to resolve customer problems, savvy businesses are leveraging challenges and turning them into opportunities by building customer relationships and uncovering customer needs beyond problem resolution. If these customer relationships are not effectively nurtured and developed, businesses lose out on their ability to cross-sell and up-sell value-added products and services—and that affects topline revenues. Businesses recognise the potential financial impact of these opportunities, so they’re evaluating new approaches to personally connect contact centre agents with customers. The omnichannel approach, which leverages the full integration of voice, video, web chat, email and social media within a contact centre, is quickly becoming the gold standard of customer engagement. VidyoEngage for Genesys VidyoEngage for Genesys provides a personal touch to the contact centre that elevates customer/agent interaction. With communications and understanding improved via video, agents can resolve tickets faster, increase NPS and effectively meet other KPIs. The ability to share desktop applications from both sides of the conversation improves up-sell opportunities while delivering an added level of collaboration to high-value customer and agent interactions. VidyoEngage transitions a voice, chat and web page interaction into a true omnichannel experience at no cost to you. This experience is easily accessible from one of the following scenarios: web chat escalation of video, voice escalation to video, and click-to-video chat from web page or mobile applications. VidyoEngage delivers a high-quality end-user experience, regardless of available bandwidth. It provides content-sharing capabilities and the option to begin a video chat directly on a web page without downloads or plugins, including multi-party video conferencing. VidyoEngage for Genesys integrates Genesys contact centres and Vidyo Conferencing to enable high-definition, scalable video that improves agent and customer interactions. The integration is seamless within the Genesys contact centre, making video interactions frictionless within the flow of interactions between a customer and an agent. Results Improving customer satisfaction, fostering customer loyalty and increasing customer advocacy are just some of the benefits of integrating VidyoEngage with a Genesys contact centre. Build stronger customer relationships with the complete omnichannel experience of VidyoEngage for Genesys. Leveraging full voice, web chat, email and social media with added video creates a personal touch that keeps customers engaged. The omnichannel experience helps agents do their jobs better. Faster first call resolution times and access to multi-party video chats with an expert increase call accuracy, create the opportunity to up-sell or cross-sell, and affects your bottom line. Cut problem resolution times in half, improve customer satisfaction and avoid customer churn by adding a face-to-face experience to customer engagement.[/gsc_item][/section_content][omnitable theme="plum-alt"][omnitable_row headerrow="header-row"][omnitable_col span="span-2"] Technical requirements [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Vidyo solution requirements[/omnitable_col][omnitable_col]VidyoCloud or VidyoConferencing 3.3 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Operating systems[/omnitable_col][omnitable_col]Agent desktop: Windows 7 64-bit, Windows 8 32-bit/64-bit, Windows 10 32-bit/64-bit Server environment: Windows Server 2008 64-bit (See Genesys Supported Operating Environment Reference Manual for all supported operating systems.)[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Genesys platform[/omnitable_col][omnitable_col]CIM version 8, Interaction Server 8.5.100.18 or higher, Orchestration Server 8.1.400.45 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Supported web browsers[/omnitable_col][omnitable_col]Firefox 46 or higher, Chrome 42 or higher, Internet Explorer 11, Safari 9.0 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Third-party to support click-to-Vidyo[/omnitable_col][omnitable_col]Apache Tomcat 6 Java and JDK 8[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Voice escalation to Vidyo[/omnitable_col][omnitable_col]Genesys SIP Server 8.1.101.10[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Chat escalation to Vidyo[/omnitable_col][omnitable_col]Genesys eServices 8.5, Genesys Web Engagement 8.5, Genesys Chat Server 8.1.000.26 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Click-to-Vidyo[/omnitable_col][omnitable_col]Genesys Orchestration Server 8.1.400.45 or higher[/omnitable_col][/omnitable_row][omnitable_row][omnitable_col]Workspace[/omnitable_col][omnitable_col]NET Framework 4.5 or 4.6 Workspace version 8.5.111.21 or higher[/omnitable_col][/omnitable_row][/omnitable][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="117814"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Knowledge Centre" sub_title="Provide faster, lower effort and more accurate customer service" image="4185" filecta_label="Download a PDF" filecta="4186" img_alt_text="Genesys Knowledge Center"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Reduce customer effort Improve deflection from the contact centre Increase first contact resolution and cross- and up-sell opportunities Improve online channel adoption and online content visibility Improve agent productivity and reduce agent training time Decrease tier-2 escalation Reduce average handling time Leverage a unified agent desktop [/sg_item][sg_item title="Key Features"] Multi-source data gathering Natural Language search Content authoring Lifecycle management Auto-complete Feedback management Advanced reporting Role-based access control Native agent desktop integration REST API for custom integrations [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] The untapped potential of your company knowledge Too many companies watch helplessly as huge investments in customer service go to waste, because they are unable to harness information to effectively solve inquiries. On the self-service front, searches bring back inaccurate results that are not interactive and do not offer any real value. Similarly worded queries frequently yield completely different results, forcing customers to seek assistance. Things often get no better upon escalation, with agents often ill-equipped to provide the right answers via phone or chat. And if your customer touches both channels, the responses they receive may not be consistent. Genesys Knowledge Centre ensures that you can tap all the information residing in your environment to deliver exactly what customers need, when they need it. Great customer experience begins with reliable information You may be surprised at just how far a little knowledge will go to improve ineffective online customer service. Genesys Knowledge Centre helps bring together all the elements of a strong customer service mix by optimising your organisation’s knowledge to make self-service tools more effective, to empower agents and, ultimately, to provide a positive customer experience. Knowledge is at the heart of your omnichannel strategy Genesys Knowledge Centre ensures that information is consistent regardless of channel, and that customers receive the same accurate answers whether they’re provided via self-service search, a phone call with an agent, automated email responses, web forms, live chat, SMS, or social media. And since it is part of the Genesys Customer Experience Platform, it infuses every interaction with your organisation’s customer knowledge to resolve any query or issue. The result will be a superior customer experience—leading to increased sales and more satisfied and loyal customers. Knowledge-assisted channels and proactive knowledge bring you more Genesys Knowledge Centre allows you to deflect contact centre interactions by immediately providing customers with suggested articles based on live chat content, email ticket submission, web form, SMS or social channels, leading to reduced contact centre costs and faster resolutions. Leveraging Genesys proactive engagement capabilities, Genesys Knowledge Centre proactively provides relevant knowledge-based answers on any web page at the point your customers have questions, leading to a lower effort and better experience. With Genesys Knowledge Centre, you can ensure that your customers are consistently getting exactly the information they need—on any channel and any touchpoint, in a traditional or proactive manner. This leads to lower customer effort and better customer experience and loyalty.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Knowledge-assisted channels"]Deflect contact centre requests by providing suggested articles based on live chat content, email ticket submission, web forms, SMS or social media.[/sg_item][sg_item title="Proactive knowledge"]Proactively provide suggested articles to customers when it is appropriate to offer support, based on current web behavior and value.[/sg_item][sg_item title="Web search"]Allow customers to search for knowledge via simple natural language questions, keywords or to simply browse all articles in the knowledge base.[/sg_item][sg_item title="Contact centre escalation"]Allow seamless transition to agent assisted service when self-service answers are not satisfactory.[/sg_item][sg_item title="Content management"]Gather data from various sources. Create knowledge articles through the built-in content management system and manage content approval and lifecycle. Report on performance, usage, knowledge gaps and deflection.[/sg_item][sg_item title="Feedback management"]Track customer and agent feedback to enhance search accuracy and relevancy. Plus, Capture customer feedback about knowledge articles and deliver those results to knowledge administrators to ensure continuous content improvement.[/sg_item][sg_item title="Knowledge-enabled agents"]Allow agents to search and respond using knowledge articles, make history of searches, answers read and ignored available to agents and allow agents to contribute to knowledge.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4186"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Info Mart and Genesys Interactive Insights" sub_title="End-to-end visibility into your contact centre performance" image="4189" filecta_label="Download a PDF" filecta="4190" img_alt_text="Genesys Info Mart and Genesys Interactive Insights"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Unified voice, email, chat and other service-delivery data available via a single interface One centralised repository to manage Detailed understanding of historical performance to help improve business Business users can drill down and analyse data with less dependence on IT and take quicker actions Integration with intelligent Workload Distribution (iWD) and Workforce Management data [/sg_item][sg_item title="Key Features"] Out-of-the-box reportr templates Ability to proactively identify events and manage performance of business metrics with detailed drill down, scenarios and enable root cause analysis Ad-hoc analysis of interaction details Interactive Insights metadata layer (universe) for Info Mart, automatic scheduling of reports, and data security Provides for custom metrics and unlimited user-defined attached data fields ETL, star-schema database, high availability, and summary and aggregated tables Performance tested—to millions of calls per day (Genesys internal testing) [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Web-based ad-hoc reporting and analytics solution Improve contact centre performance and make fact-based decisions with relevant information and business perspective across all channels, when and wherever you need it, to act quickly and confidently. Genesys Interactive Insights provides intuitive, self-service access to business information and enables informed and rapid decisions based on reliable business data. Interactive Insights enables contact centre operations to gain rich business insights with the ability to look at historical trends and perform root cause analysis. It helps provide unified multi-channel communications and visibility into other service-delivery data via a single interface. Interactive Insights provides drill down and root cause analysis capabilities and the business intelligence you need across every customer channel with less dependence on IT. Customised metadata layer (universe) to fit Genesys Info Mart Info Mart is the data repository for Genesys omnichannel interaction data. Interactive Insights analyses all interaction business data and integrates with Info Mart. To save time and resources, and make querying easier, Genesys built a metadata layer (universe) to describe Info Mart. Info Mart organises large volumes of detailed cross-channel data from the Genesys Customer Experience platform. Info Mart includes Extraction, Transformation, and Loading (ETL), star-schema database, high availability, and summary and aggregated tables. It’s performance tested–to millions of calls per day (Genesys internal testing). The interaction history is enriched at a detailed level with routing data. This sophisticated capability helps customers in the short term to avoid building their own ETL, summary, and aggregation layers; gather business requirements to create reports and customise metrics; and troubleshoot for speed, reliability, redundancy, and accuracy. It also helps customers to remain agile as business requirements evolve, requiring updates and upgrades to their in-house solution and look for maintenance support.[/gsc_item][/section_content][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Guillermo Rivera" jobtitle="Development and Technology Manager" company="Entel" speakerquote="Info Mart has helped us to increase revenues by 10% by ensuring data integrity—a target often missed as we were unable to identify all customer interactions." companylogo="104736" logo_alt_text="Entel company logo"][section_grid tag_type="h2" title="Technical specifications"][sg_item title="Requires Info Mart"] Oracle 11g and 12c Oracle 11g RAC Microsoft SQL Server 2005, 2008 and 2012 [/sg_item][sg_item title="Technical specifications for Info Mart"] Pre-requisite—Java SE Runtime Environment [/sg_item][sg_item title="Requires Business Objects"] SAP Business Objects Enterprise XI 3.1 in Release 8.1.0/8.1.1 SAP Business Objects Business Intelligence Platform 4.1 in Release 8.1.3 and later [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4190"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="IVR Driver" sub_title="Use your existing IVR and add new routing capabilities" image="130052" filecta_label="Download a PDF" filecta="130051" img_alt_text="IVR Driver"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Integrates existing third-party VXML 2.0+ IVR platforms with Genesys quickly and simply Extends the value of your existing IVR while gaining new efficiency [/sg_item][sg_item title="Key Features"] Telephony functions, such as transfer, conference, answer and release Call data manipulation, such as attach, update and delete Treatment handling for agent hold and parking Load distribution to multiple Genesys IVR servers Virtual channel generation for SIP implementations Static and dynamic channel allocation capabilities [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Keep your existing IVR When setting up your contact centre, you can’t always start with a blank slate. If your existing VXML 2.0+ IVR meets your needs, you’ll want to maintain that investment as you upgrade other areas of your contact centre. Enhance your existing IVR with new routing capabilities Genesys® IVR Driver is a service that integrates your existing IVR with the Genesys Customer Experience Platform, enabling you to preserve your existing setup while gaining the benefits of more advanced routing capabilities. Features like complete agent-state tracking and call-handling capabilities—routing, queuing, conferencing and third-party call control—not only improve voice self-service for your customers but also boost efficiency. Gain more operational value with IVR Driver integration IVR Driver is a web portal that enables primary and high-availability production and quality assurance ports, as well as development lab ports. Providing a bridge between your existing IVR and your Genesys platform reduces call handling times by displaying customer information via screen pops. This lets your agents easily address callers’ needs. And, because the service is based on open standards and uses VoiceXML, XML messaging and open-source software, you also can improve your knowledge-based support via online forums and expanded talent pools. IVR Driver connects to the Genesys IVR server, which is typically configured two ways in nonSIP environments: IVR-in-front configuration with no switchspecific T-Server IVR-behind-switch configuration [/gsc_item][/section_content][section_grid tag_type="h2" title="Technical specifications"][sg_item] VoiceXML 2.0+ specification Supports Genesys Media Server platforms 7.5 through 8.5 Requires Apache Tomcat application server 1.7 or 1.8 [/sg_item][sg_item] Compatible release of Genesys T-Server for IVR-behind-switch configurations Support for up to six concurrent IVR connection instances Support for primary/backup and loadbalanced, high-availability models [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="130051"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="SIP Voicemail" image="4133" filecta_label="Download PDF" filecta="4134"]Genesys SIP Voicemail is a 100% software-based solution that enables network-wide voicemail services. It is deployed together with Genesys SIP Server for optimal contact centre and customer service operations.[/section_header][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Agent and group voicemail Email notification for new voice messages Configurable greetings—including standard, personal, and absence greetings Multi-language support with 12 languages Message waiting indication (MWI) [/sg_item][sg_item] Highly scalable up to 15,000 mailboxes Supports high availability Secure voicemail service with transport layer security (TLS) and secure real-time transport protocol (SRTP) Web-based user interface [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Ensure continuity of customer service operations SIP Voicemail is a secure, scalable, and flexible voice messaging application specifically designed for contact centres and customer service. It allows companies to retrieve and respond to customer voice messages left in group mailboxes during peak times and after hours. This optimises customer service continuity, since companies will no longer miss customer inquiries, and customers will no longer have to make repeated inbound calls to engage with the company. Improve the customer experience and increase business opportunities SIP Voicemail provides a superb, reliable customer experience for many high-touch customer service operations in industries such as banking and finance, insurance, healthcare, and more. When key customer service representatives, service specialists, and account managers have SIP-based personal voice mailboxes, companies are able to provide differentiated and personalised services to their high-value customers. Easy management via a user-friendly interface SIP Voicemail services are accessible through the telephone user interface (TUI) from a desk phone or agent desktop application. Users can easily manage their personal options with the web-based management interface. Enable a cost-effective, fully integrated IP/SIP customer service operation SIP Voicemail integrates seamlessly with SIP Server and Genesys Administrator to provide scalable, reliable, and secure voicemail services without requiring specialised hardware. With single-server or multi-server deployment options, Genesys SIP Voicemail supports great flexibility, streamlined management, and cost-effective customer service operations.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specifications"][sg_item title="Pure software solution"] SIP signaling-based Fully integrated with Genesys SIP Server Supports off-the-shelf hardware running Red Hat Enterprise Linux 5 and 6 (64-bit) [/sg_item][sg_item title="Message envelope elements"] Caller ID Time stamp (date and time of message delivery) Duration of the message [/sg_item][sg_item title="Supported voice codecs"] G.711 G.722 G.729 G.726 G.729 AMR GSM AMR-WB [/sg_item][sg_item title="Language support via TUI"] Chinese (Cantonese) Chinese (Mandarin) English (UK) English (US) English (Australian) French German Italian Japanese Portuguese Russian Spanish (Latin America) Spanish (Europe) [/sg_item][sg_item title="Message storage"] Distributed message storage in redundant database with configurable replication strategies [/sg_item][sg_item title="Web interface language support"] English [/sg_item][sg_item title="Depositing voicemail"] Email notification of deposited voicemail messages through Simple Mail Transfer Protocol (SMTP) Direct inbound calls routed to agent mailboxes Inbound calls to main/shared number routed to group mailboxes Optional routing strategies based on time-ofday/day-of-week, current queue times, etc. with Genesys Routing [/sg_item][sg_item title="Retrieving voicemail"] Optional PIN security for mailboxes Operation modes: playback, pause/resume, replay, store, skip, delete Email notification for deposited voicemail messages through SMTP Desk phone voicemail retrieval using TUI with DTMF Remote voicemail retrieval using TUI with DTMF Group mailbox voicemail retrieval (with PIN) [/sg_item][sg_item title="Message waiting indication"] Agent mailbox MWIs displayed on their desk phones and desktops Option to display group mailbox MWIs on agent desktops and phones [/sg_item][sg_item title="Multiple time zones"] Support for all official time zones Time zone configurable per mailbox [/sg_item][sg_item title="Available actions"] Message 10-second skip back/ahead Message pause/resume Message skip/delete/save Envelope/full message header information [/sg_item][sg_item title="Caller options"] Listen to recorded message Erase and re-record message Cancel recording Voicemail opt-out (return to self-service without leaving a message) [/sg_item][sg_item title="Voicemail access"] From local SIP endpoint or remote device (such as mobile, PSTN phone, etc.) Web-based access to voicemail [/sg_item][sg_item title="Greetings"] Standard greeting Personal greeting—recorded per mailbox Absence greeting—recorded per mailbox Greeting toggle option via TUI or web interface Optional system-wide notification/disclaimer [/sg_item][sg_item title="Operating systems"] Red Hat Enterprise Linux Release 5 and 6 (64-bit) Windows 2008 and 2012 (64-bit [/sg_item][sg_item title="High availability"] Supports high availability—active/active redundancy Multi-site/multi-instance support with SIP business continuity [/sg_item][sg_item title="Serviceability"] Administration through Genesys Administrator Dedicated web user interface for easy management [/sg_item][sg_item title="Security"] PIN-restricted message access Encryption of RTP flows (SRTP) and call signaling (TLS) [/sg_item][sg_item title="Scalability"] Scalable with Genesys SIP deployment [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4134"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Customer Opt-In" sub_title="Grow and maintain your opt-in database" image="4210" filecta_label="Download a PDF" filecta="4211" img_alt_text="Genesys Customer Opt-In"][/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"]For consumers: Control Convenience Communicate via preferred channels Personalised communications For businesses: Increase response rates Increase customer engagement Improve loyalty Use lower-cost outbound channels Enable cross-channel interactions Meet compliance requirements [/sg_item][sg_item title="Features"] Grow opt-ins and minimise opt-outs via custom strategies Send opt-in requests to customers over multiple channels Continually capture and process opt-in and opt-out requests Store and reference opt-in database to enable compliance Provide automated opt-out mechanism Process and remove deactivated phone numbers Scrub against ‘Do Not Call’ lists Analyse and monitor opt-ins, opt-outs, and conversion rates Enable compliance with regulations and customer consent Personalise communications to customers preferred channel [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Compliance driving the need to obtain customer opt-in A growing number of government regulations require organisations to obtain consumer consent before sending certain types of communications. The tightening regulatory environment introduces significant non-compliance risk, including time-consuming and costly litigation, hefty fines, negative publicity, and reduced customer loyalty. Automated technology restrictions Your organisation faces a myriad of restrictions when using automated technology to initiate outbound communications. These include opt-in rules that vary based on the communication channel, nature of the message, and recipient location. For example, in the United States: Landline Phones: Consent is required in order to call customers via outbound IVR with an automated telemarketing or sales call Mobile Devices: Opt-in is required for all automated outreach using outbound IVR, predictive dialer, or text messaging for any purpose, including telemarketing, sales and collections Email: Authorisation is required before sending email whose primary purpose is to advertise or promote a commercial product or service Mobile voice and text messaging are treated equally Requirements such as the Telephone Consumer Protection Act (TCPA) from the Federal Communications Commission (FCC) states that there is no difference between a voice call and a text message to a mobile device, so opt-in requirements and outreach restrictions apply equally to both channels. Best practice includes providing options that allow a customer to opt-in for both mobile voice and text messaging, but give them the choice to select only one or the other for specific types of communications. Maximise the size of your opt-in database Genesys has deep expertise at building and growing customer opt-in databases, working closely with clients to leverage their existing communication touchpoints as well as to create custom campaigns over multiple channels that drive customers to opt-in. Simple turnkey solution The Genesys Customer Opt-in Solution makes ongoing management of your compliant opt-in database significantly less complex than attempting to manage it in-house. In fact, Genesys simplifies the entire process of sending compliant outbound communications. In addition to building your opt-in database, this solution identifies mobile numbers in your contact list, applies different contact strategies based on channel, scrubs outbound campaigns against suppression lists, provides an automated opt-out process, and removes contacts from your opt-in database when appropriate. Maximise opt-ins and minimise opt-outs An effective communications strategy helps ensure that the messages you send are relevant, welcome, delivered to the right contacts using the right channels, and compliant with requirements. Genesys has the expertise to assist with developing and implementing communications programs that maximise your opt-ins and minimise your opt-outs, leading to more profitable, lifelong relationships with your customers. Capturing opt-ins The Genesys Customer Opt-in Solution continually captures opt-in requests, taking advantage of both inbound and outbound channels. Some proven successful tactics to encourage opt-ins include automated voice messaging campaigns to landlines, opt-in menu options in IVR, timely prompting in agent scripts, mention on webpages, and asking for opt-in at the conclusion of customer surveys. Managing opt-outs When a consumer opts-out of future messages you are required to respond quickly by no longer sending communications to the indicated phone numbers and email addresses. Similarly, when service to a landline or mobile phone number is cancelled, opt-ins from these contact points must be invalidated. Genesys continually captures optout requests, processes carrier deactivation lists, and subsequently removes appropriate contacts from the opt-in database. Supports multiple sources Genesys can collect, store and maintain customer opt-in data obtained from Genesys Proactive Customer Communications outbound campaigns, as well as those collected from your own customer database or another vendor’s communications platform. Working with SMS codes Genesys can provision and provide dedicated short codes for global text messaging campaigns. Opt-in best practices include promoting an inbound short code in customer communications. Responses to this short code can be seamlessly added to your opt-in database. Leverages multiple channels The Genesys Proactive Customer Communications solution enables you to use multiple channels for compliant outbound communications, including outbound IVR, predictive dialer, text messaging, email, and mobile webpages.[/gsc_item][/section_content][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4211"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Customer Experience Analytics" image="4113" filecta_label="Download PDF" filecta="4114" img_alt_text="CX Analytics"] Actionable insights into your contact centre operations, on-demand and in the cloud [/section_header]Genesys Customer Experience Analytics gives business-centric analysis of contact centre data to provide increased insight into the customer experience. Detailed reporting of application performance includes call data, Voice User Interface elements, agent performance, SLAs and more. Supervisors have everything they need to optimise efficiency and performance, from a mobile-accessible supervisor desktop to realtime metrics, reporting and call monitoring.[section_grid background_clr="bgc-lgray"][sg_item title="Key Features"] Complete end-to-end reporting - Trace calls from IVR to call centre and gain insight based on IVR tasks and variables defined in the application. Custom reports and delivery - Start with a report template, customise your reports and save them in the “My Reports” section to access later, or schedule them for automatic export and distribution. Call volume reports allow you to drill into core metrics and turn this data by various time frames. Performance & VUI analysis reports give a deep dive into caller paths, task completion rates, speech errors and more. Multichannel queue statistics and activity reports give insight into call centre calls, SLAs, abandoned calls, missed calls, handle time, etc. Agent performance reports insight into agent statistics—talk time, consult time, hold time, acw time, busy time, ready/not ready time [/sg_item][sg_item title="Benefits"] Complete end-to-end reporting Application performance reports Queue and agent call centre reports Customisable views Funnel analysis Export and share Real-time and historical reporting Anywhere Access [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018" title="Customer Experience Analytics benefits"]Genesys Customer Experience Analytics helps companies assess their contact centre applications and uniquely enables businesses to make iterative changes to continuously improve the customer experience. Increase customer satisfaction Through continuous analysis of your contact centre applications, Customer Experience Analytics can help drive more customer transactions to completion—and faster–thus achieving the customer’s goal resulting in higher customer satisfaction. Detect application performance issues Drill down from high level aggregation to calls and recordings through a funnel view. Find out where callers are dropping off in an IVR system and quickly make positive changes to the call flow. Increase containment Identify what your customers are commonly calling about and address those issues up front through automation, effectively reducing the load on live agents while also increasing customer satisfaction by addressing caller needs quickly. Improve agent productivity Gain insight into contact handle times of abandoned and missed calls. Detect inefficiencies in agent performance that may need additional training. Meet and exceed SLAs View a business dashboard of all core metrics, including queue and agent activity, statistics such as total calls by time of day and average call duration, allowing you to schedule agents accordingly.[/gsc_item][/section_content][section_grid tag_type="h2" background_clr="bgc-lgray" title="Technical specification"][sg_item] Voice user interface reports Track hang-ups, visits, time spent on a page, and other indicators of trouble spots in your voice application. Application performance reports Measure and track task completion metrics, automation and containment rates call queue and agent activity, and transferred call statistics. Customisable reports and dashboards Customise report views or create interactive, multi-tabbed dashboards from multiple data sources. Customise reports by sorting columns, removing columns and filtering data, then save the reports in a “My Reports” folder so they can be accessed later or subscribed to various formats—HTML, PDF, CSV, XLS. Funnel analysis View the path callers take through the system and identify entry and exit points, which areas are accessed most frequently, and hang-up points.[/sg_item][sg_item] Export and share Schedule reports to be automatically delivered via email to all major stake holders, or export reports to Excel for further analysis. Historical reporting Pull reports based on hundreds of metrics to review and measure the IVR, agents and routing, for example call parameter to see how your call metrics change over time. Real-time monitoring and reporting Customisable business dashboard for immediate insights on call centre activities allowing for quick changes as needed before trouble areas escalate. Anywhere access Genesys is on-demand and all reports can be accessed online wherever there is an internet connection or from IOS mobile applications downloadable from the Apple App Store.[/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go" background_img="143229" filecta_label="Download a PDF" filecta="4114"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Web Engagement" sub_title="Improve Customer Service and Increase Sales Conversion with a Proactive Customer Experience" image="4181" filecta_label="Download PDF" filecta="4182"][/section_header][section_content][gsc_item format="content-a4" image="182018"]Today, billions of global internet users are driving growth in digital customer service, support, and sales interactions. When customers purchase products and services from a business, they very often seek help from that company’s website and expect rapid responses or issue resolution. To stay competitive, businesses need to be more responsive and provide more digital support in web customer service and sales engagement than ever before. Genesys Web Engagement is key to providing business managers with the digital support they require by extending proactive assistance to their customers. By combining contextual and behavioral customer information with a clear, real-time view of the resources available in your contact centre, Genesys Web Engagement ensures that proactive assistance is offered via your website at the right time, on the right channel, and with the right resource. Reduce Customer Effort With Genesys Web Engagement, you can provide your customers with timely assistance, offered only when contact centre resources are available. You can also facilitate the experience by allowing customers to choose their preferred communication channels, such as chat, web callback, WebRTC voice or video, email, SMS, or FAQs. Web Engagement matches customers to the best skilled resource to improve first contact resolution (FCR) and lower average handle time— reducing customer effort and enhancing the overall customer experience. Increase Online Sales Conversions Connecting the customer with the right resource at the right time makes conversations significantly more efficient—and can make the difference in closing a sale. For instance, you could negatively affect customer satisfaction and potentially lose a sale by inviting a customer into a conversation and then making them wait for a resource to become available. Web Engagement proactively offers assistance when the appropriate resource is available within the time required, ensuring a positive experience and reducing potential shopping cart abandonment. Personalise Customer Experience By granting agents greater visibility into recent customer interactions across all channels, such as a view of the web page the customer is currently visiting, recent web navigation, and the contents of the customer shopping cart, agents are able to tailor their responses, resulting in overall superior and personalised experiences. Drive New Revenues Web Engagement allows you to track all customer interactions, including partially completed interactions, and leverage this critical information to trigger follow-up actions. For example, if a customer abandons a shopping cart, Web Engagement can add them to an ongoing outbound email campaign, which will send them scheduled reminders. Likewise, large institutions such as banks can benefit from applying business rules that will route all callers who have partially completed mortgage applications to a specialist who can help complete the forms and submit the application, which drives new revenue.[/gsc_item][/section_content][section_grid background_clr="bgc-lgray" title="Benefits"][sg_item] Provide superior customer experience Enhance customer satisfaction Prioritise valuable interactions to your organisation Improve FCR Minimise site abandonment [/sg_item][sg_item] Increase online sales conversions Raise average order value Lower average handle times Maximise productivity of contact centre resources [/sg_item][/section_grid][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Web Monitoring and Reporting"]Follow customers in real time as they navigate your website from a computer, mobile phone, mobile application, or IoT device, and monitor their activity, including mouse and keyboard events. Gain insight into more than simple page visits. Visualise user behavior with advanced reporting dashboards, including geolocation and trend line data.[/sg_item][sg_item title="Continuous Customer Engagement"]Decide when to engage a customer based on full contextual interaction history across all channels. Assist customers already engaged with an agent by concurrently offering personalised ads, articles, and more. Optimise the number of invitations you send with intelligent pacing technology. Use a missed opportunities queue to track web users who qualified for assistance but could not be served.[/sg_item][sg_item title="Business Rules Management"]Apply simple rules to detect customer struggles, such as a failure to log in, submit a form or find information on the website, and provide assistance in a timely manner.[/sg_item][sg_item title="Omnichannel Support"]Proactively engage in any manner needed to deliver business results and enhance customer experience via chat, web callback, WebRTC, email, SMS, and FAQs. Start journeys for web visitors during their first visit, and continue to manage their journeys during ongoing interactions and visits.[/sg_item][sg_item title="No Impact to Website Changes"]We understand that your websites are constantly changing. Genesys Web Engagement is built to handle these changes, without any alterations to web tracking.[/sg_item][sg_item title="Unified Desktop (Genesys Workspace)"]Provide your agents with the information they need to personalise each interaction. With a fully integrated, unified desktop, agents are equipped with customer records, complete with omnichannel contact history and a standard response library, leading to higher agent performance and an effortless customer experience.[/sg_item][sg_item title="High Availability"]Web Engagement offers high availability capabilities and horisontal scalability via N+1 architecture with seamless failover in case problems arise, providing secure business continuity for mission-critical operations.[/sg_item][sg_item title="Security"]Web Engagement uses HTTPS and mutual transport layer security to secure and support communication between Web Engagement and other Genesys servers as well as the data exchange between Genesys Web Engagement and customer browsers.[/sg_item][/section_grid][section_grid tag_type="h2" background_clr="bgc-lgray" title="Key Features"][sg_item title="Monitor"] Out-of-the-box business events for capturing searches and time-out, as well as mouse and keyboard inactivity Out-of-the-box rule templates and business rules interface for defining engagement rules Advanced reporting dashboards for web behavior metrics, including geolocation and trend line data [/sg_item][sg_item title="Qualify"] Actionable behavior patterns for customer interest, campaign success, agent intervention, and offers of support Intelligent pacing of engagement invitations Multiple engagement offers allowed simultaneously [/sg_item][sg_item title="Engage"] Pop-up widgets in customer browsers Live monitoring of customer during engagement Unified customer record including integrated view of web history Missed opportunities interaction queue to track customers who could not be served [/sg_item][sg_item title="Optimise"] Continuous optimisation process Monitor campaign and rule performance to track progress towards goals Realise goals by optimising rules based on actual data and customer behavior [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Take this information to go." background_img="143229" filecta_label="Download a PDF" filecta="4182"] EBook Shining a Light on a Connected Future: Utilities insights and inspiration from Connected Customer 2019 [cutoff co_thick="2px"]The utilities sector is being thrust into a new age of convenience and innovation. A world where outstanding experiences aren’t just a nice-to-have; they’re a strategic imperative. This was the theme of Connected Customer 2019 – an event where business leaders gathered to share the CX trends, insights and innovations that are shaping our industry. This eBook summaries the main takeaways from the event. In it, you’ll learn: How predictive routing is reimagining contact centres Why voice assistants offer huge opportunities for utility companies to differentiate themselves How renewable energy supplier Bulb turned their customers into climate change heroes Download the eBook and start your journey on delivering experiences that both empower customers and earn their loyalty.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kowxQAA"] EBook Travelling Towards a Connected Future: Travel and hospitality insights and inspiration from Connected Customer 2019 [cutoff co_thick="2px"]The travel and hospitality sector is being thrust into a new age of convenience and innovation. A world where outstanding experiences aren’t just a nice-to-have; they’re a strategic imperative. This was the theme of Connected Customer 2019 – an event where business leaders gathered to share the CX trends, insights and innovations that are shaping our industry. This eBook summaries the main takeaways from the event. In it, you’ll learn: How predictive routing is reimagining contact centres Why voice assistants offer huge opportunities for travel and hospitality companies to differentiate themselves How Hilton listened to customers to reimagine hotel experiences and loyalty programmes Download the eBook and start your journey on delivering experiences that both empower customers and earn their loyalty.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kownQAA"] EBook Connecting to Better Customer Experiences: Telecommunications insights and inspiration from Connected Customer 2019 [cutoff co_thick="2px"]The telecoms sector is being thrust into a new age of convenience and innovation. A world where outstanding experiences aren’t just a nice-to-have; they’re a strategic imperative. This was the theme of Connected Customer 2019 – an event where business leaders gathered to share the CX trends, insights and innovations that are shaping our industry. This eBook summaries the main takeaways from the event. In it, you’ll learn: How predictive routing is reimagining contact centres Why voice assistants offer huge opportunities for telecoms companies to differentiate themselves How Three leveraged Industry 4.0 innovations to transform how customers interact with their brand Download the eBook and start your journey on delivering experiences that both empower customers and earn their loyalty.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kowiQAA"] Executive Brief AI-powered automation: Essential tips for using voicebots and chatbots [cutoff co_thick="2px"]As the first step in artificial intelligence (AI) automation, voicebots and chatbots can quickly improve operational efficiency and deliver great customer experience. This brief gives you the basics of using bots, including best practices from real-world implementations and long-term considerations like: Choosing the best use case before you look at KPIs Understanding how a single bot affects overall customer experience Using pre-built apps to accelerate the bot-creation process [mktoform cta_header="Get the brief" form_p_target="custom" ar_status="dynamic" url="https://www.genesys.com/campaign/ai-powered-automation-essential-tips-for-using-voicebots-and-chatbots-thank-you" cid_id="7011T000001kmaBQAQ"] EBOOK Spend Money. Make Money. Four businesses that found customer experience success. Meeting today's increasing customer expectations means having the right technology to support your call centre. When investing in that technology, look beyond the monthly subscription fee to find the real value. See how four call centres upgraded their technology and: Improved customer ratings Increased sales Reduced operational costs Get the ebook [mktoform cta_header="Spend Money. Make Money" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001koSOQAY"] RESEARCH REPORT 2019 Gartner MQ for Contact Center as a Service, North America Gartner names Genesys as a Leader in Contact Center as a Service, North America, yet again According to Gartner, "Contact centre as a service (CCaaS) solutions are becoming the preferred deployment model for many contact centres in North America, replacing traditional on-premises contact centre infrastructure." The 2019 Gartner Magic Quadrant for CCaaS evaluates nine vendors on their ability to execute and completeness of vision — helping you make the right choice. Read the report and we believe you will learn: What's driving the demand for a CCaaS deployment model Key considerations when comparing cloud solution providers How Gartner positions the contact centre vendors in its quadrant — Leaders, Challengers, Visionaries and Niche Players Here's what Gartner Peer Insights reviewers have to say: [parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]A CCaaS product that delivers on its promise… — Head of Group Technology in the services industry[parsesvg svg_clean="" svg_width="40" svg_height="40" svg_horizontal_align="left" svg_fill_color="#FF4F1F" svg_file="116122"]Ease of implementation allowed us to get up and running quickly while allowing for growth. — VP, Contact Centre in the services industry Get the Research Report [mktoform cta_header="" cta_button="Read now" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001knskQAA"] 1Gartner Peer Insights reviews constitute the subjective opinions of individual end-users based on their own experiences, and does not represent the views of Gartner or its affiliates. * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner Magic Quadrant for Contact Center as a Service, North America, 15 October 2019, Drew Kraus, Steve Blood, Simon Harrison TIP SHEET Twelve signs you’re ready to upgrade to a cloud contact centre Being competitive means exceeding customer expectations. And your contact centre setup should make it easy to do that. Read this tip sheet to discover if now is the right time to move your contact centre to the cloud and reap the rewards. Moving to a cloud contact centre helps you: Empower your growth Make your operations more efficient Increase interconnectivity Get the tip sheet [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001koQrQAI"] Practical Guide How to turn your contact centre agents into CX heroes [cutoff co_thick="2px"]A growing volume of research shows that consumer are valuing customer experience over price, so it is crucial that your organisation is staffed with customer service heroes that are able and willing to go that extra mile to ensure customer satisfaction. This practical guide explores how you can populate your contact centre with a skilled team of CX heroes, supported by customer-centric tools and strategies, that delivers outstanding experiences to all customers, all of the time.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001kmvOQAQ"] EBOOK Customer service best practices Make every customer interaction count Your agents embody your brand with every customer contact. It's up to you to make them more successful in engaging customers, dealing with customer challenges and avoiding burnout that leads to attritions. Read this ebook and see how to turn your customer service agents into customer experience heroes. You'll learn: Three success strategies that Genesys CX Heroes use Skills every agent should have Key training tips Benchmarking strategies to measure customer service and customer experience Get your ebook today! [mktoform cta_header="" cta_button="Download now" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000001GYLAAA4"] Executive Brief: [this_page_title] Unmatched agility, scalability and innovation for Genesys on-premises customers [cutoff co_thick="2px"]Customers want to connect with companies in new ways, via the channel of their choice — including new channels that on-premises systems simply weren’t built to handle. Bringing your current Genesys solution to the cloud offers the business agility to scale up or down easily as business needs change, to meet seasonal demands or as your company grows. And through ongoing software updates, you’ll always be using the most current version — with access to the latest Genesys innovations. The proven and prescriptive Genesys migration methodology makes your move to the cloud simple and straightforward. Your path to the cloud includes these simple steps: See what it looks like to exceed business and customer expectations Take advantage of proven Genesys use cases Migrate with confidence, and let us do all the work Achieve your desired business outcomes [mktoform cta_header="Get the executive brief" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001Gd2iAAC" ar_url="https://www.genesys.com/campaign/move-your-contact-center-to-the-cloud-thank-you"] Checklist: [this_page_title] [cutoff co_thick="2px"]To meet rising customer expectations and manage existing contact centre operations, you need the right solutions, infrastructure and provider in place. On-premises systems aren't always the most efficient way to achieve your goals and outcomes. The best path forward is moving to a cloud solution that ensures you always have the latest technology. Plan your journey with this comprehensive migration checklist that includes insights for: Identifying your business goals and outcomes Evaluating deployment options Understanding your technology needs and priorities [mktoform cta_header="Get the checklist" cta_button="Download now" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GcaAAAS" ar_url="https://www.genesys.com/campaign/essential-checklist-for-moving-to-the-cloud-thank-you"] eBook [this_page_title] [cutoff co_thick="2px"]This eBook contains the 2019 Genesys Africa Contact Centre Blended AI Survey results, based on interviews with CX executives in Kenya, Nigeria and South Africa between May and June 2019. The survey was done by Knowledge Executive and includes: Quantitative insights on the impact of AI on contact centre operations in Africa Business drivers to deploy AI in channels, marketing, sales and services Enabling (and re-skilling) human agents with automation Deploying AI up the value chain Key criteria for AI and technology service providers [mktoform cta_header="Get the eBook" cid_id="7010d000001KgX3"] Practical Guide Maximise your Customer Experience Investment with a Contact Centre as a Service (CCaaS) [cutoff co_thick="2px"]Leading companies are already realising the breakthrough results and new opportunities which can be achieved through CCaaS, and with market growth set to soar, businesses ahead of the curve will have what they need now to innovate and differentiate themselves at every customer touchpoint. If you’re undecided on CCaaS, or at the beginning of your journey this is your ‘go to’ guide for all things CCaaS related. Smart Guide Contents: What is CCaaS? The Rise Of CCaas: Flexible Contact Centres For a Dynamic Audience Embracing Cloud Contact Centres: Market Size and Growth Contact Centre Trends in 2019 CCaaS Fundamentals: What To Expect From CCaaS Building a CCaaS Strategy: Moving Into the Cloud Embracing the Right Contact Centre Tools Collaboration in the Contact Centre: End-to-end Connections AI in the Contact Centre Bringing AI into the Contact Centre Contact Centres 2020: the Future of CX Technology Download the guide and start your journey on delivering experiences that both empower customers, and earn their loyalty[mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GdpQAAS"] Research Report Five key CX technology trends that your midsize centre can capitalise on [cutoff co_thick="2px"]Analysts are reporting that customer experience (CX) standards around the world are stagnating. But midsize players are perfectly placed to capitalise on the malaise surrounding them. So why is it the perfect time for midsize contact centres to invest in CX, and where are the key opportunities to drive improvements in the customer experience? In this report, we look at the five biggest CX technology trends that your midsize centre can capitalise on, and provide takeaways to explain how to respond to these trends.[mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GdhHAAS"] EBook Banking on a Connected Future: FSI insights and inspiration from Connected Customer 2019 [cutoff co_thick="2px"]Financial services companies are being thrust into a brave new world. A world where outstanding experiences aren’t just a nice-to-have; they’re a strategic imperative. This was the theme of Connected Customer 2019 – an event where business leaders gathered to share the CX trends, insights and innovations that are shaping our industry This eBook summaries the main takeaways from the event. In it, you’ll learn: How predictive routing is reimagining contact centres Why voice assistants offer huge opportunities for FSIs to differentiate themselves How a digital disrupter bank leverages technology to transform the banking experience Download the eBook and start your journey on delivering experiences that both empower customers, and earn their loyalty[mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GdfVAAS"] Nemertes Business Value Analysis Genesys Customer Experience Technology [cutoff co_thick="2px"]Choosing to adopt new customer experience technology is a big decision. To ensure a company’s long-term success, however, selecting the right technology vendor is equally important. Nemertes Research conducted this in-depth, global assessment of the business, technical and financial results experienced by ten customers who chose to adopt some form of Genesys customer experience technology. The culmination of over six months of interviews with business and IT leaders, validation of individual results, and assessment of overall trends, this study delivers: Key insights behind which Genesys solution each company chose and why – as well as the results they’ve seen since migrating. What deployment model companies of various sizes are choosing – from 70 agents all the way up to 11,000 -- and how that decision has impacted things like agent productivity, IT resource requirements and overall business agility. Individual business outcomes based on industry type, company size and varying geographic needs. Common trends observed across the various customer sizes, types, deployment models and industries. [mktoform cta_header="Get the value study" cta_button="Download" ar_status="default" cid_id="7010d000001GdGaAAK"] Video Overview Introducing Genesys Cloud [cutoff co_thick="2px"]Moving your contact centre to the Genesys Cloud offers a wide variety of benefits, including economy of scale, continuous deployment and faster innovation. Watch our video to understand: Why cloud is quickly becoming the standard for most industries What differentiates the 3 Genesys Cloud solutions How Genesys integrates with your existing solutions While moving to the cloud can sound challenging, we can help determine if this is the right move for your business.[mktoform cta_header="Watch the Video" cta_button="Watch Now" ar_status="default" cid_id="7010d000001Gcg3AAC"] Frost & Sullivan White Paper Customer Engagement is Ripe for Change Is Your IT Team Ready to Enable Digital Transformation? [cutoff co_thick="2px"]Customers want fast access to information and immediate problem resolution on any device, from any location, at any time. It’s up to IT to build the foundation for this digital transformation—and increasingly, it’s cloud-based. Make sure your IT team is on track to deliver. An omnichannel contact centre platform gives you a single, integrated view of the entire customer journey. And as a cloud-based solution, IT has the flexibility to deploy advanced features fast and cost-efficiently. Read this white paper from Frost & Sullivan for a pragmatic approach to: Identify process changes and goals with lines of business Benchmark your current infrastructure and technology gaps Consider cloud omnichannel solutions for easier deployments and simple scalability [mktoform cta_header="Read the White Paper" cta_button="DOWNLOAD THE WHITE PAPER" ar_status="dynamic" cid_id="7010B000001SLIyQAO"] The essential migration checklist for identifying the right customer experience solution Key considerations for navigating a successful migration journey [cutoff co_thick="2px"]Contact centre technology plays a major role in the success of your customer experiences and business operations. Having the optimal solutions, infrastructure and provider in place are fundamental to meeting current and future goals and expectations. If you’re struggling with outdated contact centre systems that limit channels and customer information, the best path forward is to migrate to a solution that lets you overcome those technology limitations. And the first step is to download this comprehensive checklist to evaluate key solutions and vendor considerations. You’ll learn how to: Identify business goals and outcomes that are most important for your organisation Evaluate deployment options based on necessary flexibility and capabilities Understand your technology needs and priorities Assess vendor viability [mktoform cta_header="Get the checklist" ar_status="dynamic" cid_id="7010d000001KgTzAAK"] EBook Your path your way: Three options for transforming your legacy contact centre Minimise risk and disruption with Genesys [cutoff co_thick="2px"]With a proven customer experience platform and provider, you can overcome the limitations of legacy contact centre technology and meet the needs of your customers –today and tomorrow. And, you’ll avoid the risk and uncertainty of maintaining an outdated contact centre, from challenges that affect service quality to time-consuming and costly upgrades. It’s time to move forward. Read this ebook to learn: Steps to mitigate risk by minimising your reliance on aging technology Proven and successful deployment options and migration strategies How to migrate at your own pace Benefits of adding the Genesys customer experience platform and solutions to your existing contact centre environment [mktoform cta_button="Get it today" ar_status="default" cid_id="7010d000001GYHDAA4"] EBOOK Seven best practices for building customer loyalty Happy customers lead to measurable business benefits Happy customers often become loyal ones. And those loyal customers not only reduce your marketing costs and purchase more products, they also become brand advocates whose influence in digital channels will attract new customers. Take a holistic look at how you engage with prospects and customers to understand the best ways to build long-term customer loyalty. Read this ebook to learn how successful businesses create loyal customers while keeping business goals on track, including: Automating proactive communications for more cross-sell opportunities Customising business rules to simplify compliance and enable fast updates to loyalty programs Using the full customer journey to identify effective ways to communicate Anticipating needs and proactively offering assistance with omnichannel engagement Get the eBook [mktoform cta_header="" cta_button="Get the eBook" form_branding="resource-alt" ar_status="dynamic" cid_id="7010d000000maoKAAQ"] [this_page_title] Cloud solutions to power customer service in 2019 [cutoff co_thick="2px"]Customers now interact with businesses on more channels than ever— including email, live chat, social media, SMS, and live messaging services. To understand how mid-sized call centres are dealing with the changes in customer engagement, Frost & Sullivan surveyed 600 business and IT decision makers globally to uncover their aspirations, priorities, and challenges. Get the global research report and regional spotlights on North America, Latin America, and Europe to see the complete results. Key insights include: In North America, 64% expect to apply artificial intelligence (AI) to engagement channels whereas 52% plan to support messaging apps and virtual assistants over the next two years In Latin America, over 50% of call centres are considering the cloud to mitigate business challenges Europe believes improving customer loyalty and lifetime value are the most valued business benefits ahead of customer satisfaction and revenue goals [mktoform cta_header="Download the research report" cta_button="Download my report" ar_status="dynamic" cid_id="7010d000001GY9nAAG"] [this_page_title] Weigh the pros and cons of cloud contact centre providers [cutoff co_thick="2px"]Choosing a new contact centre platform is a big decision that involves more than just a feature-by-feature comparison. Other elements, such as a prescriptive migration programs and post-sale support, are critical to your success — in the near term and down the road. This guide compares four contact centre vendors on: Technical ability to deliver services in a cloud-based environment Viability in the marketplace Ability to deliver a proven, prescriptive migration process [mktoform cta_header="Download now" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001Gbv2AAC"] [this_page_title] Cloud solutions to power customer service [cutoff co_thick="2px"]With evolving consumer demands, organisations, both big or small, are realising the tangible benefits of enhancing customer experience (CX) through seamless customer engagement. Technology is an essential lever in enabling even small businesses to improve customer and employee engagement, altering the basis of competition with larger, more well-established enterprises. Frost & Sullivan, in collaboration with Genesys, conducted a study to understand how mid-sized call centres are dealing with the changes in customer engagement and their impact on business. The survey also focused on uncovering their aspirations, priorities, and challenges. This Spotlight on Europe highlights specific findings from respondents in six markets – United Kingdom (UK), France, Italy, Denmark, Sweden, and the Netherlands. In this regional highlight, you will learn: The value exceptional customer experience brings to mid-sized call centres in Europe How mid-sized call centres in Europe are pursuing customer service excellence Critical areas and technology options for mid-sized call centres to consider to deliver great customer experience [mktoform cta_header="Download the spotlight on Europe" cta_button="Download my spotlight" ar_status="dynamic" cid_id="7010d000001GadbAAC"] Migration Planning Kit Take the first step in a successful contact centre migration Leverage the power and benefits of the cloud – sooner [cutoff co_thick="2px"]Maintaining outdated, inflexible, legacy technologies is an increasingly costly decision with diminishing returns. Migrate to a modern contact centre solution to transform your customer experience now and illuminate a clear path for the future. Start your customer experience transformation today. See how others have done it and gain useful tips and tools to help you throughout your migration and beyond. Get the Genesys migration planning kit and take the first step of your transformation. You’ll receive: Insights from companies sharing their successful migration experience CX Migration Checklist: An Essential Guide for Identifying the Right Customer Experience Solution Resources to understand the prescriptive approach to migration [mktoform cta_header="Get the Genesys migration planning kit" cta_button="Download your kit" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001KfiKAAS" url="https://www.genesys.com/en-gb/campaign/migration-planning-kit" ar_url="https://www.genesys.com/campaign/migration-planning-kit"] Building a competitive advantage through customer experience Five real-world business transformations [cutoff co_thick="2px"]Today’s customers want fast, hassle-free, personalised interactions across channels. Global brands like PayPal, Heineken and Vodafone have embraced technology to deliver truly connected, omnichannel customer experiences. By migrating to a best-in-class customer experience platform, they’ve been able to: Meet critical business timelines with a cloud-based transition Address industry-specific regulatory requirements Reduce maintenance and operational costs Optimise employees Accelerate time-to-value and ROI Improve Net Promoter Score, customer satisfaction, call resolution Learn the four steps to plan and execute a successful, seamless migration and customer experience transformation. [mktoform cta_header="Get the ebook" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] Five Ways True Omnichannel Routing Can Improve Your Customer Experience [cutoff co_thick="2px"]Across every industry, customer experience has become the most powerful competitive differentiator. In fact, 78% of businesses recognise customer experience as their most important strategic performance measure, according to a recent Dimension Data Global Contact Centre Benchmarking Report. With customer expectations reaching new heights, every interaction with your brand should be convenient, seamless, and personalised. Routing is a key engine to ensure that your customers connect with the right expert, every time and on any channel. Read this executive brief to learn five ways true omnichannel routing can help you deliver a better customer service. Learn how to: Connect conversations that provide consistent and context-rich customer experiences across all channels Reduce total cost of ownership (TCO) through automation and efficiency Improve business-IT collaboration Increase business agility [mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EXECUTIVE BRIEF" ar_status="dynamic" cid_id="7010B000001YWHdQAO"] eBook: [this_page_title] [cutoff co_thick="2px"]Today’s consumers have a wealth of choice in the way they interact with businesses. Brick-and-mortar stores are now only one touch point in a wider customer journey that includes apps, online, chat, social media, and more. It’s official: CX has entered the digital-first age. In this new world, customer experience is key to maintaining a competitive advantage. But with so much hype around the subject, it can be difficult to know where to focus your attention. This eBook explores the main principles that underpin CX transformation, and will help you implement your own omnichannel strategy. [mktoform cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001GXuYAAW"] eBook [this_page_title] [cutoff co_thick="2px"]Overcome the challenges of legacy contact centre investments with market-leading customer experience solutions. Proven, market-leading customer experience solutions let you optimise customer engagement across existing channels. And with a partner who’s focused on both innovation and your success, you can future-proof your business as it evolves. Read this executive brief to learn how to incorporate an open, stable and proven customer experience platform—and provider. Discover the advantages of a proven prescriptive migration methodology that will guide your successful customer experience transformation, including: Establishing a solid foundation for customer engagement channels and touchpoints as they emerge Extending omnichannel engagement across departments and processes outside of the contact centre Training your staff on a future-based platform that supports next-generation solutions and drives customer experience success Incorporating the flexibility of a cloud-based solution to gain the business agility to keep up with changing business needs and customer demands. Leveraging proven use cases that streamline migration and accelerate your time-to-value. [mktoform cta_header="Download the eBook" cta_button="Download" ar_status="dynamic" cid_id="7010B000001SJoFQAW"] [this_page_title] A success stories eBook [cutoff co_thick="2px"] Implementing artificial intelligence (AI) is one of the most important things you can do to gain a competitive edge today—and over the long-term. Make a bigger impact with Genesys blended AI. The ability to automate your information, processes, insights and trends—and add the power of your human team—is built into every area of our portfolio. Read this eBook to discover our unique AI capabilities and see how customers are: Reducing cart abandonment by 30% Enriching customer experience Achieving critical KPIs [mktoform cta_header="Get the eBook" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000iYi4AAE"] Tip Sheet: [this_page_title] [cutoff co_thick="2px"] Your customers want fast access to the channels of their choice and a personalised experience that’s easy to navigate. And your employees want rewarding jobs with fewer mundane tasks. The use of bots, automation and machine learning make all this possible. The key is to focus on the best return on your investment for artificial intelligence (AI). This tip sheet shows how AI enables you to work smarter, including ways to: Connect all customer touchpoints and share context across channels with an omnichannel foundation Give customers a seamless experience by blending self-service with assisted-service Use virtual assistants to predict ways for employees to better serve customers, including product up-sell [mktoform cta_header="Get the tip sheet" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000iYfFAAU"] Executive Brief: [this_page_title] Work smarter, not harder with artificial intelligence and machine learning [cutoff co_thick="2px"] Successfully managing a contact centre requires a collaborative, multidisciplinary approach to handle a broad range of operational and tactical tasks. Planning, day-to-day operations and quality management must be seamlessly orchestrated, along with human resources functions like recruitment, learning and development, and employee scheduling. Read this executive brief to learn how to transition to an AI strategy that can take your team – and business results – to the next level. See how you can: Create an AI strategy with a single data model that includes routing, interaction analytics, forecasting/scheduling and predictive engagement Harness the power of your data to align customers with the best resource Drive employee effectiveness by ensuring you hire the right people and manage their performance to drive their success over the long term [mktoform cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001KfDlAAK"] [this_page_title] [cutoff co_thick="2px"]Seasonal surges in capacity, while difficult, are par for the course for most businesses. And while there’s no way to fully standardise your business levels, you can manage changes—with proper planning. Most businesses experience this to one degree or another, however some organisations are faced with fewer resources to expand and contract with ease. Seasonal capacity issues can vary throughout the year and aren’t strictly limited to holidays, though that is a common catalyst for capacity concerns. To overcome these problems, first look at your historical data and identify the peaks and valleys that your company experiences. Plan staffing out from there and then focus on the trickier issues that go beyond normal business fluctuations. In this ebook, you'll learn: How to solve staffing issues to handle your baseline volume How to overcome outdated technology that causes bad experiences Understand the best tools to solve seasonal capacity issues [mktoform ar_status="dynamic" cid_id="7010d000001KfQ1AAK"] [this_page_title] [cutoff co_thick="2px"] In the digital marketplace, customers appear when they want to and spend only a couple of minutes on your website. Then they disappear without a trace. With artificial intelligence and machine learning, you can track every customer’s individual journey in real time. This enables you to proactively advise your sales teams on who to engage and when to engage them—and you can do it all with a perfectly matching offer, chat or co-browsing with a live sales rep. That increases your conversion rate dramatically while decreasing your cost of sales. Companies that automate lead management see a 10% or greater increase in revenue in six to nine months, according to Gartner Research. In this ebook, you will learn: How to shift your sales and marketing strategy to accommodate the new digital marketplace How to leverage real-time engagement and automation to increase conversions Best practices from companies who leverage new sales engagement technology to increase revenue and decrease cart abandonment [mktoform ar_status="dynamic" cid_id="7010d000000mfXoAAI"] Architecture spotlight: Three considerations when choosing cloud for your contact centre [cutoff co_thick="2px"]A cloud contact centre can offer many advantages in performance, scalability and security, compared to an on-premise contact centre infrastructure. To maximise these advantages, it’s important to determine how best to leverage the cloud to meet your business’s specific needs. Get informed answers, insights and best practices from Richard Snow, vice-president and research director of customer and contact centre research, Ventana Research and Jack Nichols, director of Genesys Cloud product management, Genesys. Download this white paper from Genesys and Ventana Research for guidance as you replace or improve your existing contact centre architecture. You’ll learn: Pros and cons of private and public cloud contact centre models Best practices for a blended infrastructure Differences between single and multitenant cloud architectures How to determine if a vendor’s cloud solution meets your specific needs [mktoform cta_header="DOWNLOAD NOW!" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001SP2QQAW"] eBook [this_page_title] [cutoff co_thick="2px"]We’re living through a retail revolution. Breakthroughs in technology are making the stuff of science fiction a reality. From Artificial Intelligence to voice search, retailers are building experiences that are frictionless, personalised, and deliver a level of service that had previously been impossible. But it isn’t just the standards in technology that are rising—so are customer expectations. CX is key to loyalty, and as each new innovation surfaces, retailers find themselves in an arms race to adapt in order to delight their customers. To find out what the current key retail trends are, download this eBook, and discover how tomorrow’s technology is transforming today’s retail world.[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000001G8XF"] Business Reporter Brief - The Expert View: Choosing the Best Path for Transforming Your Contact Centre [cutoff co_thick="2px"] Customer communication has changed immeasurably in the era of digital transformation. With more platforms to choose from, and an expectation of instant responses, customers are demanding a level of service that is challenging for many companies. Customers are no longer content just to contact businesses by phone or email. Increasingly they expect a response – and a very quick one – when they contact a business on Twitter or Facebook. Companies have to monitor these channels but be careful about what is discussed on a public platform. Download your copy of this report to gain more insight into how industry leaders are transforming their contact centres. [mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000001KfseAAC"] Industry Report – Contact Babel: The Inner Circle Guide to AI, Chatbots & Machine Learning [cutoff co_thick="2px"] Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. "The Inner Circle Guide to AI, Chatbots & Machine Learning” is one of the Inner Circle series of Contact Babel analyst reports investigating key customer contact solutions. This guide aims to give a detailed and definitive view of the reality of implementing and using these technologies, and a view on what the future holds. Download your copy of this industry report to learn what impact AI, Chatbots & Machine Learning can have on your delivery of exceptional CX! [mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000001KfsZAAS"] EBOOK Genesys prescriptive migration: The art of simplified migration with proven ROI Contact centre technology should empower you to know your customers and intelligently respond to them when and how they prefer. It should enable IT teams to deliver what your business needs with value that exceeds its cost. And it should prepare you for the convergence of artificial intelligence (AI), digital and cloud. If yours doesn’t, it might be time for a change. So don’t let uncertainty detour you from reaching the ideal destination. We’ve got the roadmap that will get you there on budget and at your own pace. Start by envisioning what exceeding your business and customer expectations looks like, and we’ll work with you to: Define your personalised path Migrate with confidence Achieve your desired business outcomes We see every migration as a business partnership, and we’re not successful until you are. Read the ebook to learn how! Download the ebook [mktoform cta_header="" cta_button="Download now" ar_status="dynamic" form_branding="resource-alt" cid_id="7010d000000mg6K"] [this_page_title] [cutoff co_thick="2px"] Your call centre tech stack is a mess, and it's hard to figure out where you even start to unravel it all. This ebook covers the basics of consolidating technology, where to begin and what to consider as you develop your plan to streamline your infrastructure and tech. There are many things to consider including: Infrastructure, both aging and new Existing tech and limitations IT support Users, training and business needs This ebook provides an overview to get your wheels turning in preparation for a move to better technology. Read it now if your future holds new call centre tech. [mktoform ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] [this_page_title] [cutoff co_thick="2px"] Your move to a new call centre shouldn’t be intimidating. This ebook covers the basic steps for a successful migration. Avoid pitfalls, slow deployment, operational downtime and the hassles of migration. With proper planning and the key team members to assist in the transition, it can be easier than you think. Make your call centre technology move confidently. Ensure you have the right stakeholders and subject matter experts on the internal project team Determine if your company’s network are compatible with your move Work together to provide a clear path forward for implementation Set expectations and get ready for go-live [mktoform ar_status="dynamic" cid_id="7010d000000mfYmAAI"] Genesys ebook Millennials in your workforce Four ways to reduce contact centre agent turnover [cutoff co_thick="2px"] Contact centres cite agent turnover as their top challenge. This turnover—paired with high absenteeism and poor job satisfaction—significantly impacts financial performance. Plus, many agents today are millennials who have unique wants and needs as employees. Learn what matters most to millennial agents so you can build a more satisfying workplace that’s also cost-effective. Read this ebook and see how you can: Use simulation to allocate agent hours and reduce the costs of unplanned hours Follow the data to understand why top performers are successful Customise training to place people in new positions and get them up-to-speed quickly [mktoform cta_header="Download the eBook" ar_status="dynamic" cid_id="7010B000001Se1IQAS"] Forrester Report [this_page_title] [cutoff co_thick="2px"] Great customer service is not just about cutting costs or making operations more efficient. Instead, it's a systematic reinvention of established technology, data, and operations—leveraging automation, data, and agents together to exploit each of their unique strengths and deliver experiences in line with customer expectations. With automation and artificial intelligence (AI), customer service operations become more efficient. And that enables your company to deliver differentiated experiences, uncover new revenue streams and reinvent business models. Get this report now to learn: Three megatrends for 2019 that customer service pros must consider to fundamentally transform their operations with AI Major shifts in agent workforce and the evolution of super agents How AI and robotic process automation can improve your bottom line [mktoform cta_header="Get the Forrester Report" ar_status="default" cid_id="7010d000000mfr5AAA"] Interview Smollan, the decisive shift to the Cloud Watch the interview now [cutoff co_thick="2px"]Deon Scheepers, Sr. Manager Strategic Business and Solution Consulting at Genesys Africa sits down with Annie Payadachee, Head of Smollan Customer Interaction Centre, to understand how they won the EMEA Contact Centre of the Year Award and how Genesys Cloud helped them achieve it. Hear why Smollan, a South African retailer with 190 agents, took to the cloud to connect with their customers and has never looked back since implementing Genesys Cloud[mktoform cta_header="Smollan - Interview" ar_status="dynamic" cid_id="7010d000000mfDSAAY"] [this_page_title] [cutoff co_thick="2px"]When you can anticipate customer needs, you can provide a customer experience that reduces frustration, increases satisfaction and creates better business results. Genesys Predictive Engagement uses live analytics, powered by machine learning, to give you real-time insight into the customer experience. You can anticipate customer behavior, personalise journeys and use feedback to continuously tune your analytics to achieve desired business outcomes. Download the white paper and learn how to make better use of your analytics: Automate responses that optimise the journey Identify and engage with customers before they contact you Use predictive analytics and machine learning to drive outcomes [mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SXT5QAO"] [this_page_title] [cutoff co_thick="2px"]With changes as big as those affecting today’s retail contact centre, it’s no surprise the biggest question from managers across departments is: where do I start? This six-point checklist from Genesys provides some clues.[mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWJdAAM"] White Paper [this_page_title] How Small and Medium Businesses (SMBs) can improve customer engagement with lower risk and greater rewards [cutoff co_thick="2px"]Customer experience is a top priority for organisations, big or small, to stand out in a competitive business environment. Commissioned by Genesys, Frost & Sullivan conducted surveys with over 400 business and IT decision makers in 13 countries across the Asia-Pacific. This Customer Service Trends report reveals critical gaps between customer service strategy and actual competencies that could hinder efforts to create seamless real-time engagements with today’s always-connected customers. The findings highlight demand for holistic customer engagement strategies that take into account technology investment priorities and challenges SMBs face in deploying new capabilities and integrating with legacy on-premises systems. Key findings include: 65% of midmarket enterprises agree that customer service impacts business performance 86% of midmarket businesses have little to no integration between channels to capture and manage customer data 87% of SMBs are considering the cloud 70% expect technologies such as AI, proactive outbound solutions, and messaging apps to be critical investment areas in the next 2 years. Download the report now to gain further insights to help guide your business in better engaging with customers to achieve sustainable growth.[mktoform cta_header="Read the white paper" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000me3g"] Infographic_IT_5 ways technology is shaping the future of the retail contact centre Industry Report – Contact Babel Decision Makers’ Guide 2018-19: The Connected Enterprise Chapter [cutoff co_thick="2px"]Although many contact centres still operate as a single, centralised site, there have been increasing commercial pressures and technical opportunities allowing businesses to look at alternative ways of working, such as using virtual contact centres, encouraging homeworking or bringing in knowledge workers from elsewhere in the enterprise. The drivers for this include: • the presence of multiple contact centres • increasing levels of staff attrition and difficulty in finding the right staff to replace them • the requirement of many contact centres for better-qualified staff • the need to keep the contact centre open for longer • homeworking is more environmentally friendly and supports a flexible lifestyle • the rising concern about coping with call spikes • the desire to increase the size of the contact centre This chapter looks at alternatives to the 9-to-5, full-time, centralised ways of working, and investigates the number and type of contact centres that are using these alternatives. Download your copy of this industry report to learn more about the Connected Enterprise![mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000000mcAi"] Industry Report – Contact Babel Decision Makers’ Guide 2018-19: AI & Machine Learning [cutoff co_thick="2px"]Artificial intelligence (AI) is a wide-ranging term for technology solutions which appears to emulate human cognitive capabilities through the ‘understanding’ of complex, natural language requirements, in order to reach its own conclusions and develop itself based on what works and what doesn’t. Machine learning refers to the ability of software to evolve based on measuring its performance and success, without input from humans. Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. Download your copy of this industry report to learn what impact AI & Machine Learning can have on your delivery of exceptional CX![mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010d000000mcAd"] [this_page_title] [cutoff co_thick="2px"] Like any other sector, retail is evolving. And to serve the new breed of customer entering the market, the retail contact centre has to adapt. Let’s discuss the reasons customer motivations are driving them away from traditional retailers—and how retailers with an eye on the future can turn it to their advantage. [mktoform ar_status="dynamic" cid_id="7010d000000mWJJAA2"] EXECUTIVE BRIEF Personalised IVR for Improved Customer Experience How to Break Through Roadblocks to Great Self-Service IVR [cutoff co_thick="2px"]For most businesses, a traditional interactive voice response (IVR) is a one-size-fits-all approach that usually falls short of customer expectations. It’s cumbersome to manage, with long and expensive cycles for simple updates. It’s also known for its negative impact on customer satisfaction scores and ultimately, loyalty. How much is it costing your business? With omnichannel self-service, the Genesys Customer Experience Platform can give your customers an experience that’s tailored to their needs at any point in their journey, instantly change call flows and prompts, and use personalised personas to act on the insights into each customer’s journey Download the executive brief and learn how to make self-service IVR the foundation of your omnichannel strategy.[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EXECUTIVE BRIEF!" ar_status="dynamic" cid_id="7010B000001YPflQAG"] [this_page_title] [cutoff co_thick="2px"]Retail contact centre: cost centre or profit centre? Increasingly, retailers are treating their contact centres as sources of growth. Today’s customers—and not just the millennial generation—regard talking to a human as a last resort. They want to self-serve with a mobile app. Reply in natural language to a chatbot. Switch devices multiple times in the same interaction path, and expect you to keep up without forgetting who they are. They’re relaxed about your custodianship of their personal data—as long as you treat it with respect, and use it for the right purpose. Which is to help them get things done easier. In this ebook, you’ll get five key trends of the contact centre as it moves from necessary expense to driver of revenue.[mktoform ar_status="dynamic" cid_id="7010d000000mWJEAA2"] TIP SHEET Best Practices for Contact Centre Routing [cutoff co_thick="2px"]Queue-based routing has many limitations. Lack of a single, universal queue for all channels and media types creates a fragmented customer experience and makes it impossible to manage SLAs and prioritise the most valuable customer interactions across channels. Download this tip sheet to learn how you can: Assign the right work to the right resource at the right time Improve first contact resolution (FCR), reduce average handle time (AHT) and increase Net Promoter Score (NPS) with agent-based routing Orchestrate customer experience with insight into customer activity across all channels with Genesys Routing [mktoform cta_header="Get the Tip Sheet" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SdjYQAS"] Three reasons you need to build an ecosystem for customer service, not a fragile "frankenstack" [cutoff co_thick="2px"]Years ago, retail organisations gathered customer lists. That list became a database, which linked to early call centre software. Then it grew with the sales funnel: suspects, prospects, lapses and repeats got labelled, glued on, stitched together. As customer segments fragmented and media channels broadened, other applications—customer relationship management (CRM) packages, custom customer service agents (CSA) forms, interactive voice response (IVR) management dashboards—got layered on top. Vertical integration of contact centre technologies leads to brittleness. Explore three reasons the contact centre IT professional should think in terms of a customer ecosystem, not application stack.[mktoform ar_status="dynamic" cid_id="7010d000000mWJ9AAM"] Artificial Intelligence with the Human Touch Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction [cutoff co_thick="2px"]Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect. See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense. Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.[mktoform cta_header="DOWNLOAD NOW!" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SKgBQAW"] MIT Technology Review Humans + Bots: Tension and Opportunity How global brands blend human skills and AI to build customer intimacy and drive growth [cutoff co_thick="2px"]Companies across the world are innovating with artificial intelligence (AI) to improve customer experience and forge deeper relationships with customers. Through surveys and interviews with 599 executives, from large and mid-sized companies across the globe, this MIT report reveals that most customer-centric firms have already deployed AI extensively in their customer-facing operations and customer experience management processes. Get the global report and regional spotlights on North America, Latin America, Europe and Asia to access complete results. Key insights include: Nearly 90% of respondents report measurable improvements in the speed of complaint resolution; 80% note enhanced call volume processing using AI 80% of respondents report measurable improvements in customer satisfaction, service delivery and contact centre performance In North America, 60% of the respondents believe they will deliver a 10% or more increase in customer lifetime value in the next year Europe leads in using AI to increase brand awareness and build stronger customer experience talent More than one-third of respondents in Asia Pacific can link the increased use of AI to revenue growth of more than 10% [mktoform cta_header="Get the MIT Report" cta_button="CHECK IT OUT" ar_status="dynamic" cid_id="7010d000000maXQAAY"] Ebook Three strategies to improve the end-to-end customer experience [cutoff co_thick="2px"]Forrester Research has found that companies that prioritise their customer experience transformation perform better. Companies included in their report, “Drive Marketing and CX Convergence with Modern Technology,” experienced: 68% increase in revenue 67% improvement in market differentiation 72% acceleration of digital business Delivering customer experiences that produce results like this requires a strategic approach across your company and the ability to turn disparate interactions into a consistent, personalised customer journey. Read this ebook for three strategies that get you started.[mktoform cta_header="Read the ebook" cta_button="Get it now" ar_status="dynamic" cid_id="7010d000000maZR"] Article [this_page_title] [cutoff co_thick="2px"]By 2020, customer experience is expected to become the key brand differentiator ahead of product and price, predicts research firm Frost & Sullivan. With the rise of millennials, who are hyperconnected, tech-savvy, fast-moving, with short attention spans, and known to value experiences, banks and financial services (BFSI) organisations are now emphasising on the need to serve them more efficiently. For organisations engaging with millennials, or Gen-Zers, there is a growing trend to make a push into digital technology such as mobile apps, AI-based virtual assistance, chatbots and self-service branches. Read this article to: Understand the potential of engaging with the new consumer population 5 key strategies on how organisations should be engaging millennials and planning for the new consumer Industry insights into what BFSI organisations are doing now across Asia Pacific [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mZhwAAE"] Article [this_page_title] [cutoff co_thick="2px"]Customer experience continues to be the ‘holy grail’ for many banks and financial services (BFSI) organisations today. While executives are focusing their efforts in delivering a ‘brand promise’, organisations are missing out on the potential key in making sure that customer experience levels stay competitive – employee experience and engagement. Read this whitepaper to help your employee engagement strategy by: Understanding the basics of engaging your employee and making them your best advocates Realising the demands of the digital consumer and how employee engagement will help you meet them Integrating Artificial Intelligence (AI) into your employee engagement and customer service strategy Industry insights on what BFSI organisations are currently doing to support employee engagement [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mZhhAAE"] White Paper [this_page_title] [cutoff co_thick="2px"]Artificial Intelligence (AI) is expected to contribute US$15.7 trillion to the global economy. Improving customer experience through digital efforts has been a key mandate for many organisations in recent years, and this is even more critical in the banking and financial institutions (BFSI) sector. Asia Pacific banks and financial institutions have begun rolling out Artificial Intelligence technology at a fast pace, particularly in customer-facing applications such as chatbots. Read this article to find out more about: Industry insights on the current state of AI in the BFSI sector Key benefits of implementing AI in your organisation Where you can be deploying AI technologies Common pitfalls and challenges faced and how to resolve them [mktoform cta_header="Read the industry article" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mbNgAAI"] The Forrester Wave Genesys named a leader in The Forrester Wave™: Cloud Contact Centres, Q3 2018 The Genesys Cloud platform gets highest scores possible in 17 criteria, including product architecture, CRM integration, corporate strategy and third-party ecosystem [cutoff co_thick="2px"]“Shortlist Genesys Cloud for midsize contact centre deployments within and outside of North America that need to tap Genesys' global resources and support.” – Forrester Wave Report.The first-ever Forrester Wave for cloud contact centres evaluates 11 vendors based on 32 criteria relating to current offerings, strategy and market presence. It provides a thorough overview of the marketplace and a strong starting point for businesses planning a move to the cloud. In this report, Genesys is named as a Leader and the Genesys Cloud platform received the highest scores possible in 17 criteria including product architecture, CRM integration, corporate strategy and third-party ecosystem. Get this Forrester Wave to learn: Why customer service leaders should look for vendors that offer artificial intelligence, native workforce optimisation and full omnichannel How 11 vendors are positioned as leaders, strong performers, contenders or challengers Why Genesys is named a leader in the cloud contact centre software market evaluation [mktoform cta_header="Get the Forrester Wave" cta_button="Read Now!" ar_status="dynamic" cid_id="7010d000000mZ3q"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry [cutoff co_thick="2px"]The retail and eCommerce industry are focusing on understanding the shopper’s journey and path to purchase to deliver a seamless customer experience across all channels and touchpoints. Those who succeed in this space, not only achieve business goals and success, but are considered leaders in the field. This study* highlights the importance of customer experience transformation in the retail industry, in order to retain and gain market share across all touchpoints. Read this study to further understand: Aligning brand with customer experience Challenges of today’s industry and how to overcome them Making customer centric technology sourcing decisions *Drive Marketing And CX Convergence With Modern Technology: A Focus On The Retail Industry, a July 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the retail spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWxC"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries [cutoff co_thick="2px"]Only a few healthcare organisations know how to truly leverage technology and patient insights to drive rich experiences that increase engagement and customer loyalty, leaving others to adopt technology as a means to conduct business. In this study*, 104 respondents from the Healthcare and Pharmaceuticals industry in Asia Pacific were surveyed. Results showed how Healthcare organisations that have adopted customer experience management technology, can impact the patient experience at every touchpoint in the organisation. Furthermore, customer experience driven healthcare organisations show complete alignment between experience, brand and marketing. In this study, you will also find: The importance of a clear customer experience strategy Taking customer service to the next level Prioritising customer engagement technology investment *Drive Marketing And CX Convergence With Modern Technology: A Focus On The Healthcare Industry, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the industry spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWxH"] Forrester Industry Spotlight: Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries [cutoff co_thick="2px"]Embracing innovative and disruptive customer experience (CX) strategies can be challenging for global banking, financial services, and insurance (BFSI) firms. In today's world, the relationship between CX and digital transformation, are changing the way business is conducted. BFSI firms need to stay focused on customer centricity to improve and streamline capabilities to remain competitive in a digital world. In this survey*, 130 respondents from the BFSI industry in Asia Pacific, shared their view on customer experience technology, marketing and continued service improvement to meet demanding customer expectations. In this study, learn more about: Customer engagement technology investment as a priority Inhibitors of customer experience success Partner engagement to expand customer engagement capabilities *Drive Marketing And CX Convergence With Modern Technology: A Focus On The BFSI Industries, an August 2018 commissioned Thought Leadership Spotlight conducted by Forrester Consulting on behalf of Genesys [mktoform cta_header="Get the industry spotlight" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mWxM"] eBook [this_page_title] [cutoff co_thick="2px"]Read these insightful pieces to discover the top 10 trends for the financial services industry and how organisations are starting to transform and future-proof their businesses, including a 7-step plan for better CX. When today’s consumer expects to have a wealth of choice in how they interact with financial services companies, customer experience is the only sustainable competitive advantage. It’s time for the financial services industry to cross the bridge to next-gen customer experience.[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010d000000mY6t"] eBook [this_page_title] [cutoff co_thick="2px"]Technology is propelling industries towards a new world of innovation — the utility and energy sectors are no exception. This was the headline theme of Utility Week Live 2018, where inspiring speakers demonstrated how the future of the industry would empower customers. From data-driven technologies that adapt to human behaviour to complaint resolution innovations that put an end to audacious telephone exchanges, customers are being put in control of their utilities—enabling providers to build trust and meaningful relationships with the people they serve. Download this eBook to get the key insights from the event, and learn how breakthrough technology is enabling a more robust, agile, and customer-centric future.[mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SVAO"] [this_page_title] [cutoff co_thick="2px"]A recent study from Knowlegde Executive clearly shows that that the deployment of cloud-computing technology in the African contact centre industry is growing with organisations adopting hosted, virtual and Contact-Centre-as-a-Service (CCaaS) solutions. Download at this page the report with all results. Get the full study results to get insights on: The impact on customer and employee engagement The main pain points & challenges The technology service provider check list Find out why over 50% of African contact centres have adopted a cloud model [mktoform cta_header="Cloud Survey in Africa" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mfDhAAI"] IDC white paper Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition Get survey findings from Europe, Middle East and Africa [cutoff co_thick="2px"]To remain competitive in an increasingly customer-centric world, mid-sized organizations are undergoing digital transformations of their contact centres. IDC surveyed companies in 27 countries globally, including companies from Europe, Middle East and Africa (EMEA), to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category with contact centres with 300 seats or fewer. Get this paper to access complete survey results for EMEA and to gain key insights including: Nearly 65% of respondents in EMEA already use or are in the process of implementing cloud-based contact centre solutions Only 13% of respondents in EMEA indicated that they currently are using a public cloud environment, the lowest among all geographies worldwide Drivers, benefits and challenges for adopting cloud contact centre technology [mktoform cta_header="Get the IDC white paper" ar_status="dynamic" cid_id="7010d000001G8tu"] IDC white paper Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition Get IDC survey findings from Asia Pacific [cutoff co_thick="2px"]To remain competitive in an increasingly customer-centric world, mid-sized organisations are undergoing digital transformations of their contact centres. IDC surveyed organizations in 27 countries, including seven Asia Pacific countries, to examine the current market dynamics of cloud-enabled customer service environments. Eighty-five percent of the respondents fell within the small to mid-sized category, having contact centres with 300 seats or fewer. Get this paper to access complete survey results for the Asia Pacific region and to gain key insights, including: More than 80% of respondents in the Asia Pacific region already use or are in the process of implementing cloud-based contact centre solutions Only 21% indicated that they currently use a public cloud environment Drivers, benefits and challenges for adopting cloud contact centre technology [mktoform cta_header="Get the IDC white paper" ar_status="dynamic" cid_id="7010d000001G8u4"] Forrester Study: [this_page_title] [cutoff co_thick="2px"]A customer centric-culture is key to the success of any organisation. With customers constantly evolving in an ever-changing world of technological advancements and the proliferation of digital channels, it's more important than ever to focus on what customers value, and how, when and why they interact with them. Eighty-one percent of companies see customer experience as a high or critical priority in their business. More and more organisations are looking at customer experience transformation to enable them to provide seamless digital-physical experiences. This study highlights the key findings of an online survey of 549 senior decision makers across marketing, customer service, and customer experience teams across nine countries/regions in Asia Pacific. Read the commissioned study conducted by Forrester Consulting to learn more about: Customer experience as a strategic priority The convergence between customer experience and marketing Renovation of ecosystems to provide great customer experiences Barriers to customer experience improvements Achieving customer experience goals through the use of technology [mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010d000001G8JsAAK"] [this_page_title] [cutoff co_thick="2px"]Superior customer experience (CX) is fast becoming a core differentiator for businesses across all industries. In the retail banking sector, organisations are challenged to adapt and respond to ever-changing customer expectations. Frost & Sullivan revealed in a previous report that Singapore customers are ranking CX as the single-most important factor in choosing their primary bank. Further to the report, Frost & Sullivan conducted an online survey of 500 customers across six leading banks in Singapore, with a focus on identifying underlying CX trends in the retail banking landscape. The study uncovered: Customers are ready to switch banks over poor customer experience Banks in Singapore have yet to integrate silo-ed multichannels for omnichannel engagement Contact centre and branch banking are still relevant amid growing popularity of online channels Foreign banks are outperforming local banks in customer services in Singapore Customer analytics is key to sustaining competitive advantage Read the whitepaper to find out more about how the local and foreign banks are being ranked in the eyes of their very own customers.[mktoform cta_header="Download the full report now!" ar_status="dynamic" cid_id="7010B000001SSkE"] Frost & Sullivan [this_page_title] [cutoff co_thick="2px"]Superior customer experience is fast becoming a core differentiator for businesses across all industries. In the retail banking sector, organizations must adapt and respond to ever-changing customer expectations. In a recent study, Frost & Sullivan revealed that customer experience is a critical imperative for customers in Hong Kong when choosing their primary bank. Hong Kong Retail banks need to grasp this new reality or risk losing customers. To further our understanding of customers’ interaction preferences with their primary banks, Frost & Sullivan conducted an online survey of 500 customers across six leading banks in Hong Kong, with a focus on identifying underlying customer experience trends in the retail banking landscape. The study uncovered: Hong Kong banks fare poorly in the customer loyalty metric; Customers are willing to switch banks over poor customer services; Traditional channels are still important amid growing popularity of online; Customer expectations and preferences still are not being met; Customer analytics is key to sustaining a competitive advantage. Read the white paper to find out more about how customers rank their local and foreign banks.[mktoform cta_header="Download the full report now" ar_status="dynamic" cid_id="7010B000001SXNR"] 5 MINUTE DEMO VIDEO [this_page_title] Enabling Omnichannel Customer Engagement with the Genesys Customer Experience Platform [cutoff co_thick="2px"]Customer experience is increasingly becoming a competitive differentiator for companies. Success today is about delivering effortless omnichannel customer experiences across multiple channels that result in lasting customer relationships. This 5-minute video demonstrates how the Genesys Omnichannel Engagement Centre solution can help you: Deliver true omnichannel experiences Empower your employees to deliver effortless experiences Manage your business and IT operations more effectively [mktoform cta_header="View the Demo" cta_button="Check it out!" ar_status="dynamic" cid_id="701U0000001YCCA"] eBook [this_page_title] [cutoff co_thick="2px"]According to recent Accenture research, 72% of customers ceased doing business with a company due to a poor experience. Multiple, disparate systems for voice, mobile, web chat, self-service, social media, CRM, etc., each with their own user interface, makes it difficult for contact centre agents to deliver effortless customer service. They have to constantly switch between applications to find account information, access the knowledge base or reach their supervisor, requiring customers to be on hold and increase average handle time. Download this eBook to learn: What is an omnichannel agent desktop and how it can help transform customer experience Five capabilities to look for in an omnichannel desktop Success stories of how industry leaders have achieved improvements in agent efficiency, first contact resolution, average handle time and NPS [mktoform ar_status="dynamic" cid_id="701U0000001fRTB"] [this_page_title] [cutoff co_thick="2px"]Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding. Consumers today expect relevant and seamless omnichannel customer service. This report outlines major gaps in contact centre technology and provides insights that will help you align your contact centre operations with customer expectations. Read this Forrester Research Report to learn: The digital imperative for assisted customer service Six steps to achieve an omnichannel contact centre road map The significance of investing in omnichannel solutions for unified queuing, routing and reporting [mktoform ar_status="dynamic" cid_id="701U0000001QdZf"] [this_page_title] [cutoff co_thick="2px"]As an executive responsible for call centre infrastructure, you understand the limitations of your legacy ACD. The challenge is how to calculate the ROI for replacing legacy systems with a SIP-based contact centre infrastructure that can deliver an omnichannel customer experience. Download the tip sheet and learn how to: Compute cost savings from pooling agent resources Calculate hardware and maintenance savings Estimate the benefits of a consistent customer experience [mktoform ar_status="dynamic" cid_id="701U0000000ocQd"] eBook [this_page_title] [cutoff co_thick="2px"]What if the cloud could radically improve your customer’s experience, your operations, and your bottom line? There’s a reason why many organisations are taking advantage of the benefits of cloud for contact centers. This eBook, focuses on two profiles for small contact centers, small business and small of large - a small contact center that is part of a much larger enterprise. Get key insights from independent market research that will help you make a case to take your customer communications platform to the cloud. With the right solution, your business can benefit from enterprise-quality capabilities at a price you can afford. And you can realise a return on investment in as little as three months! Download this eBook and learn: How to calculate ROI and time-to-value in different types of small contact center profiles What factors to consider when selecting a cloud vendor Three common myths about the cloud [mktoform cta_header="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001SQsw"] EBOOK [this_page_title] [cutoff co_thick="2px"]Customer interactions, across all channels, are of strategic importance in today’s world. Managing those interactions to assure the customer is seeing the best face of the company is vital. At the forefront is making sure you are providing useful, easy to navigate cloud-based Interactive Voice Response systems for your customers that places the emphasis on: Meeting the customers’ needs The increase in self service options An intelligent, efficient way that drives costs down and satisfaction up. Let Genesys help you meet these criteria and guide you to designing, developing and delivering a best-in-class IVR Platform that ensures a Great Customer Experience. Improve your game and score more wins across the business, with your customers. Achieve your IVR goals by downloading our IVR Playbook here.[mktoform cta_header="GET THE EBOOK" ar_status="dynamic" cid_id="7010B000001SL0u"] [this_page_title] [cutoff co_thick="2px"]Transitioning from legacy call centre infrastructure and point solutions to an integrated, SIP-centric, customer experience platform affects far more than telephony savings. Contact centre modernisation is key to increasing value and productivity, virtualising agent resources, reducing infrastructure costs, and—above all—improving customer experience. A contact centre makeover significantly increases your revenue and reduces your costs; but justifying the investment can be tough. Download this white paper. Learn how to calculate: Savings from increases in First Call Resolution Savings from reduction in Average Handle Times Savings from migrating calls to digital channels Increases in revenue due to intelligent interaction routing Download now! Build a business case tailored to your specific needs![mktoform cta_header="GET THE WHITE PAPER" ar_status="dynamic" cid_id="7010B000001SLux"] [this_page_title] [cutoff co_thick="2px"]As part of our continued drive to stay abreast of the UK Analytics landscape and the factors that drive commercial and customer-facing decisions, Genesys had a presence at the recent Customer Insight & Analytics Exchange in London. This report summarises 10 talking points from the event. Explore Why poor decision-making equals poor customer experience The struggle in eradicating the silo mentality Why GDPR can be an opportunity, rather than a threat [mktoform ar_status="dynamic" cid_id="7010B000001SZrr"] [this_page_title] [cutoff co_thick="2px"]“The European Contact Centre Decision Makers' Guide” is a major new independent analyst report from ContactBabel. This report, the first of its kind, provides the latest analysis and insights into the customer contact industry across mainland Europe including: HR benchmarks: agent attrition, absence and salaries Contact centre performance benchmarks: agent activity, call duration, call abandonment, speed to answer, first-call resolution rates and call transfer rates Omnichannel and cost per contact Use of homeworking Cloud-based contact centre solutions Customer experience and complaint handling Technology use and planning Contact centre growth rates Comparisons with the UK and US contact centre industries are included to provide the best view of how your operation compares to others. Key findings of the comparison: At 13%, Nordics contact centres have the lowest mean agent attrition rate—less than half the rate of Eastern European operations Nordic agents are paid an average of four times the salary of Central and Eastern European agents Western European contact centres report that email accounts for 27% of their inbound interactions—higher than in the UK or US. [mktoform cta_header="Get the report" cta_button="Download now" ar_status="dynamic" cid_id="7010B000001ScAI"] EBOOK Optimise Customer Engagement with a Cloud Contact Centre The Cloud Enables Increased Responsiveness [cutoff co_thick="2px"]The cloud gives you the power to provide better customer experiences. Yet, selecting the right solution provider, one that can ensure business continuity, maximise business agility, and provide maximum data security and regulatory compliance, is key to making a successful switch to the cloud. We will help you evaluate the following: How do you maintain business continuity when your enterprise applications are hosted in the cloud? What cost savings are you likely to realise through a cloud-based model? How can you maximise flexibility and agility for your business, as needs change? How do you manage security and compliance? Download the eBook to learn how a cloud contact centre can add capabilities and new efficiencies, increase the calibre of your customer experience, and build loyalty.[mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE EBOOK TODAY!" ar_status="dynamic" cid_id="7010B000001YKPAQA4"] Executive Brief Ten Reasons To Choose Genesys Cloud [cutoff co_thick="2px"]Whether you want to replace a legacy contact centre solution or you’re transforming your customer experience strategy, Genesys Cloud delivers fast results and helps you deliver next-generation customer experiences. This executive brief discusses how Genesys Cloud can help you: Bridge silos for collaboration via chat, video and calls with an all-in-one solution Add new capabilities instantly as Genesys Cloud is a true, native cloud 2.0 solution built using microservices architecture Get up and running in days, not months using built-in best practices and multiple deployment options [mktoform cta_header="READ NOW!" cta_button="READ NOW!" ar_status="dynamic" cid_id="7010B000001SQsr"] eBook The Guide to Omnichannel Customer Engagement [cutoff co_thick="2px"]As your customers interact with your brand through a variety of channels, they want one thing from you: a consistent, personalised experience. With digital channels available to consumers 24/7, it’s critical for contact centre customer service providers to master omnichcannel service to create a seamless, informed experience no matter how the customer chooses to interact with you. Read this eBook to learn: 3 essential steps to drive omnichannel customer engagement Tools to support convenient and seamless transitions for your customers across all channels The benefits of real-time visibility across all customer interaction types— including digital and voice [mktoform cta_header="DOWNLOAD NOW" cta_button="GET THE eBOOK" ar_status="dynamic" cid_id="7010B000001gKNDQA2"] BUSINESS WHITE PAPER [this_page_title] A Practical Guide to Modernizing Your Contact Centre and Delivering Omnichannel Customer Experiences [cutoff co_thick="2px"]With customer expectations continuing to rise, and customer experience (CX) increasingly becoming a competitive differentiator, it is imperative to modernise your contact centre infrastructure for omnichannel customer engagement right away. With an integrated customer experience platform in place that supports multimodality, orchestrated routeing and journey management, you can deliver omnichannel CX, increase employee engagement, and optimise business processes and performance. This white paper discusses: How to evaluate existing systems and define omnichannel CX requirements How an integrated customer experience platform for all digital channels and voice is the foundation for omnichannel engagement Success stories of industry leaders that have made the move [mktoform cta_header="GET THE WHITE PAPER" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001AO4wQAG"] EBOOK Ten Considerations for Moving Your Contact Centre to the Cloud Migrate Your Contact Centre to the Cloud with Confidence [cutoff co_thick="2px"]The maturity of cloud platforms inspires new confidence in moving mission critical systems to the cloud to gain agility, scale, and cost benefits. How can your company achieve these benefits? What steps are necessary to begin your contact centre’s inevitable move to the cloud? Choosing the right contact centre partner will ensure your cloud journey success. Do you know how to find the right contact centre partner to help move to the cloud? This eBook offers ten key considerations for selecting a partner and moving to a cloud-based contact centre. Having a good sense for your business requirements, your prospective partner’s capabilities, and the cultural fit will pay off in helping you realize your business goals in the long run.[mktoform cta_header="GET THE EBOOK TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YEypQAG"] eBook Contact Centre Economics and the Cloud Move to the Cloud with Confidence [cutoff co_thick="2px"]If you are considering the right deployment model for your contact centre, economic guidelines can help you choose the solution that is best for your company: cloud, on-premises or hybrid. Just a few years ago, businesses were still unsure of the viability of moving their contact centres and other critical enterprise systems to the cloud. Since then, with the decrease of cloud costs, and the corresponding increase in security and, the viability and total cost of ownership of cloud deployments are attracting more and more companies. This eBook will cover how different criteria can affect a choice between a cloud or on-premises contact centre, including: The size of your contact centre, and business requirements such as customer journey management The location and quantity of contact centres being managed The need for scalability, speed of deployment and maintenance requirements Read the eBook today![mktoform cta_header="GET THE EBOOK TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000001YDY2IAO"] EXECUTIVE BRIEF FOR CIOs AND IT PROFESSIONALS Technology Roadmap for Omnichannel Customer Engagement [cutoff co_thick="2px"]The once easy-to-manage call centre has become an unwieldy patchwork of siloed digital and voice channels comprising of multi-vendor solutions, resulting in technical complexities and fragmented customer experiences. This executive brief provides guidance on: Adopting a system of engagement approach for omnichannel customer service Building a foundation for your self-service and assisted-service channels with a customer experience platform Delivering personalised customer experiences today’s tech-savvy customers expect [mktoform cta_header="Get the Executive Brief" cta_button="Check it out!" ar_status="dynamic" cid_id="701U0000001fPygIAE"] Analyst Report Next Generation CRM: Moving From A System Of Record To A System Of Engagement [cutoff co_thick="2px"]Customers today are more empowered than ever and demand personalised experiences. Customer relationships have become more complex as companies now use multiple systems to capture customer insights across numerous channels. To maximise the value of CRM, businesses must address these complexities and make more efficient use of their resources. Read this Aberdeen report and learn: How to convert your CRM from a system of record to a system of engagement How CRM and contact centre together can move the needle in delivering great customer experiences Real-life examples of what companies achieve with next-generation CRM [mktoform cta_header="GET THE ABERDEEN REPORT" cta_button="READ NOW" ar_status="dynamic" cid_id="7010B000001gMpaQAE"] Contact Centre Employee Engagement Playbook [cutoff co_thick="2px"]Today’s consumer expects a seamless, omnichannel experience. Many contact centres still operate multiple channels in silos. Employees have to switch between different applications to solve a customer service issue which can lead to inefficiencies and sometimes, low morale. Your workforce is potentially your most strategic asset in the contact centre. When employees are engaged and enabled to do their jobs well, they tend to stay longer. Engaged employees have the potential to positively influence every customer conversation. This playbook discusses: 7 ways technology can boost employee engagement How you can empower your employees with the right tools to deliver great customer experiences How to increase employee engagement and enjoy the associated benefits -- from improved staff retention to lowering costs [mktoform cta_header="GET THE PLAYBOOK" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="7010B000001YGwfQAG"] WHITE PAPER Should You Update or Abandon Your Call Centre ACD? Why Companies Choose SIP-Based Contact Centres [cutoff co_thick="2px"]Choosing the right technology for your contact centre infrastructure be daunting. Should you update your legacy call centre ACD and applications? Or is it time to migrate to a SIP-based customer experience platform with powerful omnichannel capabilities? Modernising your call centre infrastructure with a SIP-based contact centre solution can be the foundation for delivering world class customer service. Download this white paper to learn: Limitations of legacy call centre ACDs Benefits of a SIP-based contact centre solution Real-world examples of how SIP boosts efficiency, reduces costs, and enables you to provide optimal customer service [mktoform cta_header="Get the White Paper" cta_button="Download Now" ar_status="dynamic" cid_id="701U00000019wPAIAY"] White Paper Defining and Using Asynchronous Messaging [cutoff co_thick="2px"]In today’s digital world, the messaging and texting that have become a prominent part of most people’s lives are a form of asynchronous messaging. These are a simple, convenient method of communication for people on the go, with varied time in response based upon intrigue and urgency. Asynchronous messaging has become so ingrained in consumers’ lives, an expectation has evolved that businesses should be able resolve issues just as quickly and easily, and on the customer’s timetable. To keep up with consumer expectations and offer differentiated customer experiences, there is a strong case for implementing capabilities where messages can be fielded by bots using artificial intelligence, with a human touch through skilled representatives, or a combination of both within the same conversation, without losing context. Download this white paper to learn about: 6 benefits to asynchronous messaging in B2C customer experience and operations Incorporating asynchronous messaging into your unique business needs Functional and architectural requirements to effectively leverage asynchronous messaging in your customer experience strategy [mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD WHITE PAPER" ar_status="dynamic" cid_id="7010B000001gLBUQA2"] 7 Steps to Omnichannel Self-Service: Make it Personal [cutoff co_thick="2px"]Automation plays a vital role in enabling omnichannel self-service experiences, but chatbots alone can’t understand everything or perform all tasks that it takes to make a great experience. Combining AI and automation creates a seamless transition between bots and live agents—and a much better experience for your customers. Not sure where to begin? Learn the 7 key steps for controlling costs and meeting customer expectations, including: Double self-service with personalisation and personas Empower business users to make fast changes to your IVR Use self-service channels to offer fast access to new products [mktoform cta_header="Download Now!" ar_status="dynamic" cid_id="7010B000001SGqWQAW"] [this_page_title] [cutoff co_thick="2px"]The Dimension Data 2017 Global Customer Experience Benchmarking Key Findings Report brings you the results from a comprehensive global research, so organisations like yours can provide exceptional customer experiences in 2017 and future. This report summary offers key trends and best practices, and draws attention to most critical and uncomfortable realities in 2017, such as why just 10% companies consider their digital business strategy to be optimised when 81% of them recognise customer experience as a competitive differentiator. Download the results from this research which surveyed over 1350 participants across 80 countries in 14 industry sectors to read more about: How robotics and AI in customer experience is coming of age—it’s the new reality Why digital strategies in customer experience will amplify success for your organisation How optimising agent analytics and e-learning techniques have emerged as 2017’s top priorities [mktoform cta_header="GET THE REPORT TODAY" cta_button="FREE REPORT" ar_status="dynamic" cid_id="7010B000001gIgr"] eBook [this_page_title] [cutoff co_thick="2px"]Everyone says they’re “in the cloud,” but most technology leaders would agree that not all clouds are created equal. When evaluating a cloud contact centre solution for your business, it’s important to understand the difference between a true Cloud 2.0 application and traditional software, including which features to look for and why those features are important. Download this eBook and learn: How a true Cloud 2.0 model is built to provide levels of reliability, scalability, flexibility and security that that far exceed those of previous generations The benefits of utilising a platform built on microservices architecture How to take your business to the next level with a built to scale cloud contact centre platform [mktoform cta_header="Get the eBook" cta_button="Read Now" ar_status="dynamic" cid_id="7010B000001SFcf"] [this_page_title] Mitigate Avaya risk and future-proof your customer experience [cutoff co_thick="2px"]Your customers expect seamless, personalised interactions across digital and voice channels. Yet, delivering this level of customer experience is a struggle with a legacy Avaya contact centre that was never intended to support this level of engagement. This challenge has been made even more complex with the financial uncertainty of Avaya. Establish a solid foundation to support your success by moving to an omnichannel environment. With an open, stable and proven customer experience platform, you can manage your short-term risks while meeting the needs of your customers today and tomorrow.[mktoform cta_header="Read the Executive Brief" cta_button="Get it Now" ar_status="dynamic" cid_id="7010B000001SZqj"] [this_page_title] [cutoff co_thick="2px"]There has been a lot of hype surrounding the Internet of Things (IoT) over the past 10 years, but as time has passed, and following several technological advances, it is now a reality and having a transformational effect on customer experience. Frost & Sullivan conducted the 2016 IoT-Enabled Customer Experience study. The study aims to understand how Asia-Pacific enterprises view Customer Experience (CX) at their organisations as well as gain insights into the perceptions and impact of IoT on CX. The study also measures the adoption of IoT among Asia-Pacific organisations as a key enabler in enhancing CX. Around 68% of participants surveyed perceived their IoT-enabled-CX initiative as improving their brand equity and having a positive impact on the development of new disruptive business models. Download the white paper to learn: Key business benefits from IoT-enabled CX Five important factors that companies should consider in developing an IoT-based customer experience strategy The current state of IoT adoption across Asia Pacific and the reasons behind it Key drivers and preparations for companies to adopt IoT Find out how this could impact your industry.[mktoform cta_header="GET THE FROST & SULLIVAN REPORT NOW!" ar_status="dynamic" cid_id="7010B000001YPYp"] [this_page_title] [cutoff co_thick="2px"]The agent desktop disaster dilemma is not an unsolvable riddle. Uniting the dozens of applications that your contact centre agents use can consolidate customer information and greatly improve the customer experience. An all-in-one desktop is the foundation to becoming a digitally mature and customer-focused organisation, especially when part of your broader omnichannel engagement strategy. A single desktop solution isn’t only about today – it’s about the future of your business. Read this eBook to learn: How to achieve the “ideal" customer journey through a consolidated view How to select the right tools to empower your employees, while matching your customer preferences and your unique business goals The benefits of an omnichannel strategy as a single, all-in-one desktop [mktoform cta_header="GET YOUR COPY" ar_status="dynamic" cid_id="7010B000001SUUw"] The Shift to Human Experience [this_page_title] [cutoff co_thick="2px"]To determine the state of customer interaction preferences and trends across Australia and New Zealand, analyst firm, Telsyte, conducted an extensive study surveying more than 1000 people from students to retirees. Topics included how different industries performed with customer service, what emerging channels consumers are using and the business imperative of maintaining high satisfaction. The report reveals key insights that highlight the importance of knowing your customer and providing the right customer experience, with one third of people surveyed prepared to walk away from an organisation following poor customer service. Download the report to learn: The value consumers place on the human touch The impact of a poor customer experience Emerging channels and the importance in future planning Interaction patterns, and expectations A deeper insight into both generational and industry preferences [mktoform cta_header="DOWNLOAD THE STUDY" cta_button="GET THE RESULTS" ar_status="dynamic" cid_id="7010B000001gKXN"] Research Report [this_page_title] [cutoff co_thick="2px"] 62% of Australian and New Zealand firms would invest in on-demand customer service in the near term The disintermediation of relationships in how customers and companies interact through the use of mobile technology, real-time data analysis and dynamic pricing is the beginning of a technologically-driven economic shift—an on-demand revolution that some predict will “Uberise” entire economies. A number of industries have already been impacted: Uber and AirBnb which utilise location-based real-time data to intelligently match supply and demand. But to what extent are other industries, such as customer service, prone to a similar disruption? How do major organisations across Australasia see service on-demand evolving and which areas of an organisation’s operations could benefit most from more efficiently matching supply and demand? The research, conducted by the Economist Intelligence Unit, focused on four key areas: Is the ‘Uberisation’ of customer service coming to Australia and New Zealand? Are buyers ready to embrace on-demand service and what benefits do they expect? How well prepared are suppliers of customer service to deliver these new services? What are the next steps for on-demand leaders that are looking to disrupt this market? Download the executive summary to find out how this impacts your industry. For more information call 1300 043 637 or talk to a CX Expert.[mktoform cta_header="GET THE REPORT" cta_button="Read Now!" ar_status="dynamic" cid_id="701U0000001fSOH"] [this_page_title] Minimise Risk and Disruption with Genesys [cutoff co_thick="2px"]Today’s increasingly time-strapped customers want personalised, hassle-free interactions across a growing number of communication channels. This creates a wide range of challenges when you’re struggling with legacy Avaya contact centre investments that were never intended to support omnichannel customer engagement. From daily hindrances that impact service quality to time-consuming and costly upgrades, maintaining an outdated, voice-centric contact centre puts your business at risk. Moving to an open, stable and proven customer experience platform and provider enables you to overcome these challenges while meeting the needs of your customers – today and tomorrow. And, you can choose the pace of migration to minimise disruption and manage costs. Read this white paper to learn: Steps you can take now to mitigate risk by minimising your reliance on ageing Avaya investments Deployment options and migration strategies that have been successfully used by Genesys customers The benefits of adding the market-leading Genesys customer experience platform and solutions to your existing Avaya environment [mktoform ar_status="dynamic" cid_id="7010B000001SdNm"] [mktoform cid_id="7011T000001t7BiQAI"] WHITE PAPER Rethink Queue-Based Routing In a Digital-First World [cutoff co_thick="2px"]Queue-based routing was the model of efficiency when it was first introduced 40+ years ago. With the addition of digital and self-service channels, and with customers using multiple channels (sometimes within a single interaction), contact centres are now constrained by this approach. Contact centre routing is the foundation for delivering personalised, omnichannel customer experiences and engaging employees. It’s time to rethink the status quo for routing work to the best-suited employee. This white paper discusses how you can: Overcome limitations of queue based with orchestrated routing Design personalised, low-effort, end-to-end customer journeys Match your customers with the best available resource at the right time in the right channel [mktoform cta_header="Get the White Paper" cta_button="Check it out!" ar_status="dynamic" cid_id="7010B000001gL52QAE"] eBook 5 Critical Requirements for Customer Experience in an Ultra-Connected Era [cutoff co_thick="2px"]Customers today expect their customer service to be as connected as they are. If you can’t deliver a seamless omnichannel customer experience or easily add digital channels such as mobile, social media and web, you risk being left behind. Some companies try to deliver omnichannel with dated technology, a tangle of point solutions, bolted together with duct tape. But you don’t have to. Read this ebook and see: Why force-fitting more channels into an aging infrastructure is not the right approach How to create a future-ready customer experience How an integrated approach improves your metrics and reduces operating costs [mktoform cta_header="GET THE EBOOK" cta_button="DOWNLOAD" ar_status="dynamic" cid_id="7010B000001SFIz"] ECONOMIST INTELLIGENCE UNIT REPORT The Value of Experience: How the C-suite Values Customer Experience in the Digital Age (Optional) Sub Title [cutoff co_thick="2px"]“There is only one boss – the customer,” Sam Walton, Founder of Walmart, once said. “And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” The Economist Intelligence Unit (EIU) recently conducted a survey of how global companies manage their customer experience (CX) programmes. Hear what 516 C-suite executives from 21 countries had to say on: Prioritising future investment in CX Ownership of CX initiatives Measuring customer experience CX channels most favoured by customers If done well, CX initiatives can reduce costs, increase revenue and profitability, and improve customer satisfaction. Download now and prepare for delivering next generation CX: Global Executive Summary Featuring insights from North America, Latin America, Europe and Asia-Pacific Europe Executive Summary Featuring insights from France, Germany, Italy, Sweden and the United Kingdom [mktoform cta_header="GET THE EXECUTIVE SUMMARIES" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000000oX5f"] Forrester: Manage the Cross-Touchpoint Customer Journey [cutoff co_thick="2px"]Today’s perpetually connected consumer uses an ever-increasing range of touchpoints in order to discover, explore, buy, and engage with brands. Stores, kiosks, websites, call centres, tablets, mobile devices and social media, all play a critical role in the overall customer journey. Customer Experience and eBusiness executives must shift their approach from optimising individual touchpoints to identifying high-value cross-touchpoint tasks -- and then designing touchpoints that support those tasks, rather than acting in isolation. Read this Forrester Research Report to learn: The three rules of implementing cross-touchpoint experiences How to design, implement, and optimise end-to-end customer journeys Strategies leading brands have adopted to enable compelling cross-touchpoint customer journeys [mktoform cta_button="READ NOW!" ar_status="dynamic" cid_id="701U0000000oZTr"] Journey Mapping: An Outside-In Approach to Delivering Great CX [cutoff co_thick="2px"]Customers engage with your company for a variety of reasons such as buying your product, onboarding, or getting support. Each of these is a journey which may involve multiple channels – website, call centre, mobile devices or social media. Customer Journey Management is an omnichannel customer engagement technique that involves taking an outside-in approach from the customer’s perspective to improve customer experience (CX) for your most important customer’s journeys. Download this eBook. Learn how to: Design customer journeys that are effortless, proactive and personalised Improve customer experience with journey maps Visualise and deliver exceptional customer experiences [mktoform ar_status="dynamic" cid_id="701U0000000obhx"] Top 10 Strategies for Modernising Workforce Optimisation [cutoff co_thick="2px"]Evolve from a call centre to a multi-channel contact centre Evolving from a call centre to a multi-channel contact centre can create operational challenges and introduce inefficiencies within quality assurance, planning and training departments. However, when these challenges are addressed properly and with the right technology, you can drastically improve the efficiency and effectiveness of your call centre workforce and deliver on your brand promise. Download this eBook to learn 10 strategies to modernise your Workforce Optimisation processes to help with both business and contact centre operational challenges.[mktoform cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000000oczZ"] Best Practices For A Seamless Omnichannel Customer Experience [cutoff co_thick="2px"]The biggest challenge for contact centres today is to see omnichannel customer interactions the same way customers do – as one conversation. Companies that can deliver a seamless omnichannel customer experience (CX) across multiple channels and touchpoints can develop a significant competitive advantage, reduce customer churn and increase profit. Download this eBook to learn: 6 Best Practices to help you design and deliver omnichannel CX How to do the gap analysis between current and future state journeys Implementing your new customer journey [mktoform cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="701U0000000odpS"] FORRESTER TEI STUDY The Total Economic ImpactTM of the Genesys Omnichannel Engagement Centre Solution* A Multi-Company Cost Savings and Business Value Analysis for Enterprises [cutoff co_thick="2px"]The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realise from their investment in the Genesys Omnichannel Engagement Centre Solution. Forrester interviewed enterprise customers across the globe who have worked with Genesys to modernise their contact centres and deliver omnichannel customer experiences across voice and digital channels, touchpoints and journeys. According to the Forrester TEI study, enterprise customers are driving 158% ROI with a 12.8 month payback. Download now! Learn how to evaluate the financial impact of your Omnichannel Engagement Centre Solution investment. Also learn how you can achieve the following benefits: 50% reduction in cost to integrate new contact centre agents 50% reduction in customer abandonment at key points in the customer journey 12.5% improvement in agent handle time *A commissioned study conducted by Forrester Consulting on behalf of Genesys, February 2016 [mktoform cta_header="Get the Study" cta_button="Get it now!" ar_status="dynamic" cid_id="701U0000001A2qf"] Tip Sheet Building the Business Case for an Omnichannel Contact Centre [cutoff co_thick="2px"]While most companies today support multi-channel customer service, they typically manage individual channels in silos, resulting in a fragmented customer experience. Moving to an omnichannel contact centre solution will not only provide a substantial competitive advantage, it will also improve the overall experience and satisfaction of both agents and customers. Download this tip sheet to learn eleven metrics for building your business case for omnichannel customer service including: 50% reduction in processing of duplicate messages across channels Over 20% increase in First Contact Resolution 15% increase in CSAT [mktoform ar_status="dynamic" cid_id="701U0000001fMKY"] Optimise Your Workforce for the Omnichannel Revolution [cutoff co_thick="2px"]Whether your customer contacts you on the phone or through a web chat, they do not want to hear that they have to wait 20 minutes because the only resource who is skilled and scheduled to handle their request is unavailable. Download this eBook to learn: Six omnichannel workforce planning and optimisation strategies How to increase efficiency by integrating workforce management with your contact centre solution How to reduce Average Handle Time (AHT) time with intelligent omnichannel planning and routing strategies [mktoform ar_status="dynamic" cid_id="701U0000001fMKO"] eBook A Banker’s Guide to a Seamless Omnichannel Customer Experience [cutoff co_thick="2px"]In banking, as in every sector, customers expect instant, informed service -- an omnichannel experience with their interaction history understood by whomever they’re interacting with—via the web, within a mobile app, or in a branch. So how do you design an omnichannel customer experience (CX) for a bank that can satisfy your customers and increase their loyalty—one that supports the bank’s brand promise and value? Download this eBook to learn how to: Identify your target customer segments and design memorable experiences for them Conduct a gap analysis between the current customer journey and the ideal state Implement key best practices in designing an effective customer journey [mktoform ar_status="dynamic" cid_id="701U0000001fRTL"] Research Report Loyalty 360–CMO Challenge: Listening to Your Customers [cutoff co_thick="2px"]The concept of “Voice of the Customer” has become so pervasive that you’d be challenged to find an executive today who says their brand doesn’t have a customer data and feedback strategy. Voice of the Customer is no longer considered nice to have but a need to have, yet companies are still challenged to not only hear customers, but to listen to them. Download the Loyalty 360 report to get best practices from CMOs and other top executives, when they answer the question, “What are the biggest benefits you receive and challenges you face when surveying and listening to your customers?” Their insights are fascinating—get your copy today![mktoform ar_status="dynamic" cid_id="701U0000001fRO1"] eBook 7 Steps for Delivering Next-Generation Digital Customer Service [cutoff co_thick="2px"]Modern contact centres support a variety of digital channels—email, chat, co-browsing, social, video—over multiple digital touchpoints (web or mobile devices). What they lack is the ability to link interactions in a step-by-step journey to provide a personal, contextual experience for each customer. Download this eBook and learn how you can: Design a successful digital customer engagement strategy Provide agents with a 360-degree view of the customer across all digital channels and voice Deliver omnichannel experiences that are personalised, context-based, and low-effort [mktoform ar_status="dynamic" cid_id="701U0000001fROL"] The Contact Centre Manager’s Survival Guide to Omnichannel Customer Service [cutoff co_thick="2px"]Is your contact centre prepared to deliver omnichannel customer service? Are you aware of the dangers and pitfalls? Do you have the practical advice and essential know-how to create a 360-degree view of the customer in order to accurately anticipate their needs and create an omnichannel vision? Download this Survival Guide to learn: Six best practices to design and deliver omnichannel customer service The three R’s of operationalising omnichannel customer service – Resources, Routing and Reporting Business results you can achieve by moving to an omnichannel contact centre [mktoform cta_header="Download Now!" cta_button="Download Now" ar_status="dynamic" cid_id="701U0000001fS7a"] ANALYST CASE STUDY Implementing a Contextual IVR System Leads to Tangible Benefits in Cost Savings, Better Customer Experience and Raising Net Promoter Score (NPS) [cutoff co_thick="2px"]eir (Eircom), the largest telecommunications operator in the Republic of Ireland, wanted a more agile IVR system that could be updated swiftly. With multiple legacy systems in place, it would take months to make a change to a simple voice prompt. In terms of customer-facing systems, eir was running two separate platforms for CRM and IVR systems. Over time, their speech-recognition IVR became more complex as more and more rules and processes were layered over the top to accommodate new services. Ultimately, their current IVR was frustrating customers instead of assisting them, bringing down the company’s NPS. Improving NPS became another key driver for their IVR project. Read how eir realised a return on investment (ROI) within months rather than years, improved customer satisfaction, and increased their NPS score within one month of going live with Genesys.[mktoform cta_header="GET THE OVUM REPORT NOW!" cta_button="Download Today" ar_status="dynamic" cid_id="701U0000001fSIE"] Delivering a Great Customer Experience [cutoff co_thick="2px"]With competition in the travel and entertainment sector at an all-time high, customer communication and retention is more important than ever. Companies that can deliver a consistent experience throughout the entire customer journey across multiple channels and touchpoints can capture and retain customers beyond the initial purchase. Download this eBook to learn: Why optimising the customer experience is key to maximising revenue growth and customer satisfaction The five essential requirements that enable a flawless customer experience How meeting the five requirements will assist in delivering consistency on a global scale [mktoform ar_status="dynamic" cid_id="701U0000001YC1v"] EBOOK Get a Better-Fitting Contact Centre Read our guide to improving the retail customer experience [cutoff co_thick="2px"]The move towards 24/7 retailing online has a big impact on the way you service your customers’ needs, with a webchat option, for example, trebling sales conversion in some instances. And this could mean taking a look at your current contact centre strategy. Our handy guide examines the changing role of the contact centre in improving both the quality of your customer experience and your bottom line: How to bring physical and digital environments together Shopping cart abandonment and how to overcome it Five steps towards a better customer experience [mktoform ar_status="dynamic" cid_id="701U0000001YC2o"] EBOOK The Essential Guide to Contact Centre Modernisation Your Guide to Evaluating, Selecting and Modernising Your Contact Centre to Deliver Exceptional Customer Experience [cutoff co_thick="2px"]What is a modern contact centre? Whether you deploy in the cloud or on-premises, a modern contact centre is one that improves the customer experiences (CX) your business delivers. The modernisation process centres on making sure you’re able to support all the ways customers want to communicate with your business. Transformation in the contact centre translates into a competitive advantage. Once you discover how to deliver a consistent, seamless, and personalised experience across all interactions–from self-service to agent-assisted interactions, you’ll quickly understand that Omnichannel experiences can only come from modernising your contact centre. Do you need to: Improve customer satisfaction Lower costs Fuel growth Engage employees Get the eBook and start delivering Omnichannel experiences, personalised interactions, and journey-specific customer exchanges.[mktoform cta_header="Download Now" cta_button="GET THE EBOOK TODAY!" ar_status="dynamic" cid_id="7010B000001AOKZ"] FORRESTER REPORT Plan Now for Customer Service in 2021 [cutoff co_thick="2px"] Customer service technology buyers typically plan for the next one to two years. But to truly become customer-obsessed, companies need to understand what new technologies and customer service experiences will seem normal for their customers in five years. By 2021, the internet of things (IoT) will have transformed many companies from being products-based to services-based. Rather than wait for the future to arrive, you need to start planning for tomorrow’s technology today. Read the Forrester Research report now. It discusses: Service experiences your customers will expect in 2021 Five technologies that will reshape customer service by 2021 Three steps to help you get started [mktoform cta_header="Read the Report" cta_button="Get it now!" ar_status="dynamic" cid_id="701U0000001YBhW"] Optimising the Citizen Experience – Survey report from Genesys & GovNews Now [cutoff co_thick="2px"]Optimising the Citizen Experience Survey 2016 identified some thought-provoking and common themes. Download your copy for insight into: Current service offerings and Citizen & Experience strategies Challenges being experienced with citizen service delivery How government is identifying the needs of service users How heightened citizen expectations is driving change The benefits of multichannel/omnichannel choice [mktoform ar_status="dynamic" cid_id="7010B000001YETu"] Optimising the Patient Experience – Survey report from Genesys & GovNews Now [cutoff co_thick="2px"]Optimising the Patient Experience Survey 2016 identified some thought-provoking and common themes. Download your copy for insight into: Challenges around providing a patient-centric care Understanding patient expectations for healthcare service quality How increasing patient demand is driving change How to enhance patient engagement and satisfaction​ The benefits of multichannel/omnichannel choice to improve health outcomes [mktoform ar_status="dynamic" cid_id="7010B000001YETz"] The Omnichannel Customer Engagement Playbook [cutoff co_thick="2px"]The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average contact centre today has nine communication channels. While customers appreciate having multiple channels to choose from, they expect seamless experiences as they navigate between them. This playbook discusses omnichannel customer engagement requirements for mid-size and large contact centre environments, from 250 to 5000+ seats. Download now. You will learn: 8 questions to help you determine whether your contact centre is truly omnichannel How to deliver seamless, personalized CX across digital and voice channels ROI and business benefits of omnichannel customer engagement Insights from success stories of industry leaders such as Ticketmaster, Marks and Spencer and DNB [mktoform cta_header="GET THE PLAYBOOK" cta_button="CHECK IT OUT!" ar_status="dynamic" cid_id="701U0000001YBtwIAG"] Analyst Whitepaper Ovum—How Mobile Technology Improves Outbound Engagement and CX [cutoff co_thick="2px"] Did you know that 73% of the global population uses smartphones and sends more than 16 billion texts each day? Mobility is now ubiquitous and this explosive shift has more and more consumers discarding their landline phones and becoming “mobile-first” (if not “mobile-only”). Businesses need to take their outbound customer engagement in the same direction or be left out of the conversation. This white paper will identify the key components of a comprehensive outbound engagement strategy and detail the benefits organisations can achieve with outbound communications. Are you ready to learn how? [mktoform cta_header="GET IT TODAY!" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YLHH"] THOUGHT LEADERSHIP PAPER Forrester Paper: The Untapped Benefits Of Proactive Customer Communication An Omnichannel Engagement Focus Is Critical To Success [cutoff co_thick="2px"]On average, organisations are proactively sending nine different types of communications to customers. That includes sales promotions, new customer onboarding, appointment and billing reminders, outage notifications, fraud alerts, account updates, loyalty programs and customer satisfaction surveys. To thrive in today’s market, companies must learn to embrace proactive customer communication within a larger omnichannel engagement strategy in order to succeed. In fact, 65% of organisations today have prioritised proactive customer communication to keep their customers informed about their account, products and services. Additional benefits include: Increased revenue - 37% Reduction in repeat calls - 36% Agent cost savings - 31% Want to learn more? Download this thought leadership paper to up your proactive customer communication strategy today![mktoform cta_header="GET THE FORRESTER PAPER TODAY!" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YLH7"] EBOOK Not all Customer Experience Platforms are Created Equal [cutoff co_thick="2px"]Choosing the right technology to design and orchestrate customer engagement across all digital channels and voice is key to delivering on customer expectations for effortless omnichannel experiences. Read this eBook to learn how to: Modernise your contact centre infrastructure, increase workforce efficiency and deliver personalised customer experiences Orchestrate omnichannel customer journeys with a single platform for all digital channels and voice Evaluate the top five capabilities of a Customer Experience Platform [mktoform ar_status="dynamic" cid_id="7010B000001YPZJ"] THOUGHT LEADERSHIP PAPER Frost & Sullivan Study: Redesigning the Customer Experience around the Internet of Things [cutoff co_thick="2px"] Promoting an IoT-centric Customer Experience and Value Proposition Frost & Sullivan recently conducted a survey of almost 500 senior customer experience (CX) executives across Europe to understand how enterprises approached CX and whether they believed the Internet of Things (IoT) had or would have an impact on their business. Interestingly, over 60% of respondents agree that IoT will bring direct value to the customer experience, citing increased revenue and brand equity as the top 2 benefits. Yet, over 50% admit finding it difficult to translate the IoT concept into a clear CX value proposition. This whitepaper summarises the key findings from the study and covers the following points: Rethinking the Customer Experience the IoT Way The Strategic Value of the Omnichannel Customer Experience How to turn the IoT concept into reality Busting the myths of the IoT-centric CX Introducing the IoT-enabled CX Readiness Index Why IoT-enabled CX is real and a priority to empower customer and employees [mktoform cta_header="GET THE WHITE PAPER" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001YQLS"] IDC Study Creating Value Through Omni-Channel Customer Engagement [cutoff co_thick="2px"]Technology has massively changed the way customers communicate with organizations over the last 20 years. As a result, contact center solutions are constantly evolving to keep up with rising customer expectations and a growing number of diverse channels. As customers expect personalized and seamless experiences each time they contact a company, the need to use omni-channel communication solutions that provide a single and coordinated view of the customer has become paramount. A recent IDC survey with customer care professionals and decision makers in Turkey found that only 39% of call centers in Turkey are adopting an omnichannel approach. Contact-center decision makers in Turkey predominantly prioritize "increasing customer satisfaction" and "meeting the SLA expectations of the business" and companies that adopted omni-channel engagement strategies have significantly improved customer experience, increased efficiency, and reduced costs. The decision to invest into omni-channel customer engagement is obviously crucial, but the timing of that investment is also very important and may have a bearing on the future success of the given organization. This document provides essential guidance that organizations can use to create value through omni-channel customer engagement. This whitepaper summarises the key findings from the study and covers the following points: Evolution of New Technologies Global Trends in Customer Engagement The Need for a Comprehensive Solution [mktoform cta_header="DOWNLOAD NOW!" cta_button="SUBMIT" ar_status="dynamic" cid_id="7010B000001YW1p"] Forrester Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic [cutoff co_thick="2px"]Your customers have a strong opinion of what makes a company customer-centric. Customer service organisations must build on a foundation of operational efficiencies in order to deliver the great customer experiences that differentiate a brand. Leveraging tools for process automation and analytics, businesses gain customer insights to make smarter decisions for service and increase customer lifetime value. Only this level of customer focus will result in continued growth of brand loyalty and company revenue. Forrester Research has identified 10 customer service trends for 2017 that customer service professionals should consider as they strategise improved quality of service. Get this Forrester Report, authored by Kate Leggett, to learn: Top 10 customer service trends to deliver optimal customer service How to build a differentiated customer experience in line with customers’ expectations How to strengthen relationships in an increasingly digital and self-service world [mktoform cta_header="GET THE FORRESTER REPORT" cta_button="DOWNLOAD NOW" form_p_target="custom" ar_status="dynamic" url="https://www.gartner.com/doc/reprints?id=1-40EYY58&ct=170516&st=sb" cid_id="7010B000001gH6s"] Genesys Cloud Competitive Advantages [cutoff co_thick="2px"]Genesys Cloud is a unified all-in-one customer engagement and employee collaboration solution that is intuitive, easy to use and deploys rapidly. It is designed to help you deliver consistent, seamless, and personalised customer experiences. Genesys Cloud is a powerful, award-winning cloud contact centre platform designed to help businesses: Connect with customers, manage relationships, and see trends using one simple platform Empower employees with valuable real-time information Gain a competitive edge Download this white paper to learn more about the many robust features and capabilities that Genesys Cloud has to offer.[mktoform cta_header="READ THE WHITEPAPER TODAY" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001gITE"] Keeping Pace With The Modern Customer [cutoff co_thick="2px"]Your customers’ expectations are higher than ever. The millennial generation demands ease, speed and consistency, no matter how they choose to connect with companies. Instead of facing the problem head-on, companies have tried to adapt their aging software by simply bolting on new channels (and software) as needed. As with any “Frankenstein” approach, the resulting contact centre becomes a slow-moving monster, full of disjointed parts. It’s time to dismantle the monster—tool by tool, process by process—to find out exactly what is holding the contact centre back. Get this eBook now. Learn how you can: Stay ahead of the curve with a cloud based contact centre Deliver seamless experiences across voice, web, email, social, and mobile. Empower agents with the tools they need to fulfill the high expectations of millennial customers [mktoform cta_header="GET THE EBOOK TODAY" cta_button="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001gISk"] FORRESTER REPORT Forrester Report: Increase Customer Service Agility with Cloud Contact Centres [cutoff co_thick="2px"] The need to connect customers on their channel of choice with contact centre agents is rapidly becoming a requirement to compete in the age of the customer. Cloud delivery can provide an agile platform so that you can focus your energy on great customer service, not technology. Contact centre interaction management (CCIM) software continues to evolve into integrated suites that vendors offer as a service. Get the Forrester report that discusses: Why the case for cloud contact centres is growing How to address resistance to CCIM change What to expect from your cloud contact centre provider [mktoform cta_header="GET THE FORRESTER REPORT" ar_status="dynamic" cid_id="7010B000001gISp"] OVUM REPORT The Total Cost of Ownership of Cloud- and Premise-Based Contact Centre Platforms A look at the five-year cost comparisons for technology infrastructure deployment [cutoff co_thick="2px"]Total cost of ownership (TCO) is a major consideration for organisations evaluating the pros and cons of cloud-based contact centre infrastructure deployment versus an on-premise solution. According to this report, for a 50-seat contact centre the average cloud platform costs approximately $150,000 less in year 1 and up to $300,000 by year 5. This Ovum report also discusses: Which deployment model is right for small, midsize, and large contact centres, based on low, medium or high technology footprint requirements How cloud-based systems are much quicker to deploy and can scale up or down in response to changing business conditions How cloud drives a quicker innovation cycle [mktoform cta_header="Download Now" cta_button="DOWNLOAD THE OVUM REPORT NOW!" ar_status="dynamic" cid_id="7010B000001gIT9"] Engage With Customers in an Ultra-Connected Era [cutoff co_thick="2px"]Your customers are ultra-connected. Make sure you are as well. Finding new customers and maintaining relationships with those you already have takes time and effort. When your customers are ready to engage, are you meeting them where they are? As the world becomes more digital it’s vital for all businesses to be able to communicate with customers whenever and wherever the customer wants - be that via phone call, SMS, online chat, or social media. Get this eBook now to learn: How to engage with your customers in an ultra-connected world How to make your customer engagement operations easy and efficient Why it’s time for an all-in-one cloud contact centre solution [mktoform cta_header="GET THE EBOOK TODAY" cta_button="FREE EBOOK" ar_status="dynamic" cid_id="7010B000001gISz"] Omnichannel Is No Longer Optional Connecting the Contact Centre Customer Experience [cutoff co_thick="2px"]The 2017 Aberdeen Report on Contact Centre and Customer Experience Trends states that companies with an omnichannel program see 25% greater annual revenue growth and 55% greater decrease in customer complaints. Whether through phone, email, social media, or other web interactions, it is vital for successful companies to provide consistent and effective cross-channel customer service. Get this ebook to learn how small and midsize businesses can: Manage customer expectations in an always-on digital world Empower employees to deliver consistent cross-channel customer service Deliver happy customer experiences with an all-in-one cloud contact centre solution [mktoform cta_header="FREE EBOOK" cta_button="LEARN MORE" ar_status="dynamic" cid_id="7010B000001gISu"] 5 Tech Trends Redefining the Customer Experience [cutoff co_thick="2px"]We asked analysts and industry leaders what customer engagement trends they thought were key for 2017 and beyond. From cutting-edge technologies such as IoT and bots to a new spin on old ideas, hot topics boil down to five key trends that will define the customer experience going forward. In this ebook, learn: Five trends will have the biggest impact on customer experience How to use machine learning to detect patterns and trends to deliver the next great customer experiences How to future-proof your contact centre and adapt to changing customer needs [mktoform cta_header="FREE EBOOK" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001gJTx"] FROST & SULLIVAN REPORT Are You Delivering an Exceptional Customer Experience? [cutoff co_thick="2px"]SMBs Should Look to the Cloud for Simplicity and Success Small and mid-size businesses have one clear advantage when competing against larger enterprises: the ability to deliver an exceptional customer experience. Today’s business leaders know that customers can switch loyalties with a single swipe. They also know that buyers want companies to meet them on their turf - be it through social media, mobile devices or other, more traditional, channels. Get this report now to learn how you can: Deliver omnichannel customer experiences with a cloud-based model Empower your team to deliver exceptional customer experiences Benefit from an all-in-one cloud contact centre solution [mktoform cta_header="GET THE FROST & SULLIVAN REPORT" cta_button="READ IT NOW!" ar_status="dynamic" cid_id="7010B000001gMEe"] eBook 10 hot-button CX topics for telcos [cutoff co_thick="2px"]In a saturated and mature marketplace, the need to differentiate and deliver the ultimate customer experience has never been more important. Recent news has highlighted the increase in competition in this market; how bad CX is seeing the highest fines by Ofcom in history; that customers, clearly, expect more from their provider each day and how loyalty is becoming a thing of the past. However, we see something different. The telco industry is on the cusp of a revolution. Download this ebook to discover the top 10 trends facing the telco industry today and how organisations are starting to transform and future-proof their businesses.[mktoform cta_header="FREE EBOOK" cta_button="READ IT NOW" ar_status="dynamic" cid_id="7010B000001gMsj"] eBook Utilities Summit Energy Report [cutoff co_thick="2px"]As part of our continued drive to stay abreast of the UK energy landscape and the contextual factors that influence commercial and customer-facing decisions, Genesys had a presence at the recent Utility Week Energy Summit in Westminster. This fantastic report summarises the key trends affecting the utility industry, highlighted by leading political figures and CEOs of top utility orgs, covering everything from: security; economic stability; supplier equality; political decisions and their ramifications; as well as the rise in customer choice, excellence and demand. We live in exciting and changing times. Download the industry report here to find out more.[mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001gO3s"] EBOOK 10 hot-button CX topics for retail [cutoff co_thick="2px"] Customer experience continues to dominate the retail market but you also need to consider what else is top of your agenda. In this ebook we look at breaking down silos, busting myths and unifying objectives to lay the foundation for new tools and sophisticated omnichannel engagement strategies. "Today’s consumer can buy whatever they want, wherever and whenever they want. Customer experience has become the new branding – both before and after purchase. But the more connected people are, the more frustrated they become at retailers that treat them differently depending on which channel they’re using.” Download this ebook to discover the top 10 trends facing the retail industry today and how you can transform and future-proof your business. [mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001gO3n"] eBOOK Busting the Top 10 Myths of Omnichannel Customer Engagement [cutoff co_thick="2px"]Call centres of yesterday have evolved into multichannel contact centres and a few have transformed into omnichannel engagement centres. Understanding the difference between “multichannel” and “omnichannel" is key to designing and delivering omnichannel customer experiences today’s tech-savvy customers expect. Read this eBook. It deep dives into the top 10 myths of omnichannel customer engagement including: A multichannel contact centre is same as an omnichannel contact centre Omnichannel customer engagement is the responsibility of the CRM Implementing omnichannel customer engagement is complex and expensive [mktoform cta_header="GET THE EBOOK" cta_button="DOWNLOAD" ar_status="dynamic" cid_id="7010B000001SFJ4"] MIT Technology Review Getting to Iconic: How world-leading brands balance talent and technology for CX excellence [cutoff co_thick="2px"]Successfully implementing and managing a comprehensive suite of customer experience technologies is essential for global businesses seeking to sustain high levels of customer experience and brand value. However, knowing how to temper the instinct to throw technology solutions at efficiency problems is what distinguishes global customer experience leaders from the rest. New technologies must be balanced with appropriate investment in human resources. This is the central finding of a global survey of over 550 senior executives conducted by MIT Technology Review to examine the pressures that shape their customer experience processes and the tools and strategies they employ to mitigate those challenges and continuously improve customer engagement. Read the report to get a detailed look at: The strategies that differentiates an Iconic firm from other businesses How strategies vary across regions based on maturity and customer expectations Future innovation management and technology adoption What it takes to stay Iconic using talent and technology [mktoform cta_header="GET THE REPORT" cta_button="DOWNLOAD NOW" ar_status="dynamic" cid_id="7010B000001SGm5"] IDC White Paper Customer Experience Transformation Imperative [cutoff co_thick="2px"]CX is a strategic business imperative that requires serious thinking, planning and resourcing if it is to be sustainable and effective. CX requires the acquisition of external software and services (it is not something you can DIY) but also needs wider and deeper design thinking, agility and speed of response, continuous innovation, a clear sense of purpose, cultural change, and employee and stakeholder engagement. This whitepaper summarises the key findings from the study and covers the following points: The current state of play of the CX software and services market The challenges in deploying new generation CX solutions Be prepared to thrive in the new era of digital disruptors and competition [mktoform cta_header="GET THE WHITE PAPER" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SGsw"] GDPR and Its Impact on Service Delivery – Survey Report from Genesys and Gov News Direct [cutoff co_thick="2px"]GDPR and Its Impact on Service Delivery has been timed to ascertain the readiness of the public sector in its preparation for new legislation. The report analyses how organisations can seek a balance between regulation and customer service delivery. Download your copy and discover where the public sector is at – operationally, culturally and on a customer service level.[mktoform cta_header="Download Now!" ar_status="dynamic" cid_id="7010B000001SKpN"] Genesys named a leader in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution, 2017-18 Selecting the right multichannel cloud contact centre has never been more clear [cutoff co_thick="2px"] With all the options in the rapidly changing marketplace for cloud-based contact centres, it’s a challenge to find the right solution for your business. Easily compare the leading contact centre solution vendors in the Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017-18, based on their ability to offer full voice call routing and multichannel customer service in the cloud. Learn why Genesys has been positioned as a leader who has solutions for businesses of all sizes and in all industries around the world. Read the Ovum Decision Matrix to: Compare cloud contact centre solutions based on the strength of their technology platforms Contrast vendors on their ability to handle multichannel customer interactions and connect with customer and company data through analytics Understand each vendor’s market impact and why Genesys was chosen as a leader [mktoform cta_header="Get the Ovum Decision Matrix" ar_status="dynamic" cid_id="7010B000001SMhQ"] IDC/OBS/Genesys Panel Discussion The Customer Experience Transformation Imperative [cutoff co_thick="2px"]CX requires the acquisition of external software and services (it is not something you can DIY) but also needs wider and deeper design thinking, agility and speed of response, continuous innovation, a clear sense of purpose, cultural change, and employee and stakeholder engagement. Hear from this panel discussion between IDC, OBS and Genesys about how CX is a strategic business imperative that requires serious thinking, planning and resourcing and covers the following points: The current state of play of the CX software and services market The challenges in deploying new generation CX solutions Be prepared to thrive in the new era of digital disruptors and competition [mktoform cta_header="WATCH THE VIDEO" cta_button="DOWNLOAD NOW!" ar_status="dynamic" cid_id="7010B000001SHQb"] 10 Minute Demo Video See How Genesys Cloud Makes Customer Relationships Simple [cutoff co_thick="2px"]Customer relationships are complex. But they don’t have to be. You need a simple, future-proof way to connect your business to your customers and your employees to each other. Right now, you’re probably managing a messy stack of channels and tools — but still not getting the insights you need to have seamless conversations. That’s complicated, expensive and frustrating. Genesys Cloud makes customer relationships simple. It’s the most advanced all-in-one cloud platform that connects phone, email, chat and social media in one clear picture — so you get the results you’re after. One platform to connect employees, customers, and all your channels and mission-critical tools Happier employees who are empowered to deliver great experiences Stronger customer relationships that fuel your company’s growth For a closer look at Genesys Cloud, check out this 10-minute demo.[mktoform cta_header="Watch the Video" cta_button="View Now" ar_status="dynamic" cid_id="7010B000001SOLC"] Industry Report – Contact Babel Decision Makers’ Guide 2017-18: The Artificial Intelligence & Machine Learning Chapter [cutoff co_thick="2px"]Artificial intelligence (AI) is a wide-ranging term for technology solutions which appears to emulate human cognitive capabilities through the ‘understanding’ of complex, natural language requirements, in order to reach its own conclusions and develop itself based on what works and what doesn’t. Machine learning refers to the ability of software to evolve based on measuring its performance and success, without input from humans. Within the customer contact space, there is a great deal of interest in how AI can work to deliver a superior customer experience at every hour of the day, across channels, leveraging the vast amounts of data that are available to many large organisations. Supported by the speed and availability of affordable processing power, and the enormous amount of structured and unstructured data available, the opportunity exists for AI to take customer contact far beyond what is feasible now. Download your copy of this industry report to learn what impact AI & Machine Learning can have on your delivery of exceptional CX![mktoform cta_header="Download Now" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SP9M"] Tip Sheet Top tips for compliant customer conversations [cutoff co_thick="2px"]Compliance in customer service is increasingly in the spotlight. Customers have the right to be treated fairly and organisations that can’t – or don’t - do this run the risk of hefty fines and reputational damage for being in the news for all the wrong reasons. But ensuring customer contact is compliant isn’t straightforward, and, far too often, good intentions to be compliant end up negatively impacting the quality of the conversation. Which, in turn, impacts customer perceptions, spend, loyalty, and likelihood to recommend. Based on our work with companies around the world, we’ve compiled a list of ‘top tips’ to help your organisation have compliant – and truly magnificent – conversations with customers.[mktoform ar_status="dynamic" cid_id="7010B000001SOGq"] White Paper Employee Engagement - Not Just A Nice To Have [cutoff co_thick="2px"] Today, it is rare to read HR or management press without some mention of employee engagement and why it is important. At this time of increasingly commoditised products and services, it’s widely recognised that engaged employees can have a significant impact on how customers view organisations and their products and services. Yet although 90% of businesses think employee engagement is critical, only 25% think their employees are in fact engaged. Furthermore only 32.5% of all employees currently rate themselves as being engaged, meaning that, despite billions of dollars being spent annually in an attempt to increase engagement, a large majority of employees still don’t really care about the company (and probably not so much about its customers). This whitepaper explores: What Employee Engagement is all about The current state and future world for Employee Engagement Top tips to help you improve Employee Engagement in your organisation [mktoform cta_header="READ THE WHITE PAPER TODAY" cta_button="DOWNLOAD YOUR COPY" ar_status="dynamic" cid_id="7010B000001SJNx"] IDC Study Transformation of Customer Experience with Cloud-Based Customer Engagement Applications Sponsored by Genesys and IST Networks [cutoff co_thick="2px"]In this digital, customer-centric world, it’s important to track and respond to customers’ queries and grievances across diverse channels in a real-time environment. With widespread adoption of technologies such as cloud, there is a paradigm shift in the way customers interact with the businesses. A recent IDC survey of customer care professionals and decision makers in the Middle East (Saudi Arabia, UAE and Egypt) found that 32% are already using cloud-based customer engagement solutions and another 40% are planning to do so within the next couple of years. It also revealed that organizations that have deployed cloud engagement solutions in their contact centres have significantly improved customer experience, reliability and disaster recovery. Read this white paper to see the impact that the cloud is already making and the trends for its continued growth. Key points include: Customer experience in the digital era The benefits of cloud-based customer engagement solutions Global trends in cloud contact centre and customer experience [mktoform cta_header="DOWNLOAD NOW" cta_button="DOWNLOAD STUDY" ar_status="dynamic" cid_id="7010B000001SQ5Q"] Forrester TEI Spotlight Cost Savings and Benefits Of A Cloud-Based Omnichannel Contact Centre Solution for Greenfield Deployments And Small Businesses [cutoff co_thick="2px"]The beauty of cloud-based platforms is that they are adaptable and truly scalable to any sized business. Whether you’re a small company looking to improve your communications or a new company ready to implement a platform to grow with the business, cloud-based solutions keep you covered. In this summary report from the commissioned Forrester Total Economic Impact (TEI) study of Genesys Cloud, you get insight into the benefits of choosing a cloud-based contact centre platform including: Avoiding costs associated with outdated solutions or lack of scalability Improved agent productivity Higher employee retention and lower turnover costs Reduced platform downtime Increased income See how the right start puts you on the road to success—download this Forrester spotlight to see what you can gain from the Genesys Cloud platform.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPMB"] Forrester TEI Spotlight Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Centre Solution for Organisations Moving from Less Advanced Cloud Platforms [cutoff co_thick="2px"]You don’t have to struggle with a limited-capability cloud platform. Modern cloud-based contact centre platforms are nimble and adjustable, so you can leave the struggle behind and upgrade to a platform that’s made to grow and change with your business. In this commissioned Forrester Total Economic Impact (TEI) Study summary, you learn how modern platform can improve your business through: Lowered costs of operation Improved employee productivity and retention Decreased platform downtime Increased income Don’t stay stuck in the past—learn how updating your limited-capability cloud platform can take your business to the next level. Download the spotlight.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPMV"] Forrester Study The Total Economic Impact™ Of Genesys Cloud [cutoff co_thick="2px"]Historically, upgrading your contact centre solution was a costly endeavour. The Genesys® Cloud™ solution breaks the mould with a three-year 571% ROI and payback in less than three months. In this commissioned total economic impact study (TEI), Forrester Consulting examines the Genesys Cloud platform—costs to deploy, benefits, risks associated and return on investment. Forrester interviewed customers across North America, Europe and Asia Pacific with years of experience using the Genesys Cloud platform—to give you a comprehensive framework for evaluating this cloud-based omnichannel contact centre solution. Quantified financial benefits for users Costs associated with the system The total economic impact of the Genesys Cloud platform [mktoform cta_header="Download the Forrester Study" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPLw"] Forrester TEI Spotlight Cost Savings and Benefits of a Cloud-Based Omnichannel Contact Centre Solution for Organisations Moving from On-Premise Solutions [cutoff co_thick="2px"]It’s hard to keep your business afloat with an outdated on-premise contact centre platform. Moving to a cloud-based, omnichannel contact centre solution is a cost-effective way to successfully navigate business growth, technology advances and changes in customer preferences. In this commissioned Forrester Total Economic Impact (TEI) Study summary, see how moving from an outdated, on-premise contact centre to a cloud-based solution: Saves companies money Improves employee productivity and retention Reduces platform downtime Increases income Don’t let your out-of-date contact centre software sink your business. Download this Forrester spotlight to see what you can gain from the Genesys Cloud platform.[mktoform cta_header="Get the Forrester Spotlight" cta_button="Download Now" ar_status="dynamic" cid_id="7010B000001SPML"]
h1|Blijf op de hoogte van de laatste ontwikkelingen op het gebied van contact center en customer experience.
h2|Uitgelichte resources
h4|Contact Center AI success kit Genesys en Google Cloud: Breng AI in het contact center tot leven Genesys helpt organisaties tijdens COVID-19 pandemie Genesys Cloud: De veilige all-in-one contactcenteroplossing Journey mapping in het contact center en de rol van predictive engagement Contact Center AI success kit Genesys en Google Cloud: Breng AI in het contact center tot leven Genesys Cloud Security Genesys helpt organisaties tijdens COVID-19 pandemie Twaalf signalen dat u klaar bent voor een upgrade naar een cloud contact center Investeren in een verbonden toekomst Maximaliseer de investering in Customer Experience met een Contact Center as a Service (CCaaS) Neem een voorsprong op de concurrentie via customer experience Verhoog de omzet op uw website De essentiële migratiechecklist voor het indentificeren van de juiste customer experience oplossing Genesys voorgeschreven migratie: De kunst van vereenvoudigde migratie met beproefde ROI Oplossen van seizoenspieken in het call center Mensen + Bots: spanning en kansen Verbeter klanttevredenheid, verkoop en betrokkenheid van medewerkers met Genesys Blended AI De waarheid over cloud in kleine contact centers Grote ideeën voor retail: 10 belangrijke trends in CX Your people. Our technology. Amazing results. Connect without compromise Making Data AI-Ready The Inner Circle Guide to AI, Chatbots and Machine Learning (2nd edition) Enhancing the Student Experience in the New Normal The Future of Customer Experience in Retail Market Trends: Contact Centre Innovations Promise Better Customer Experience Evolving into a multicloud architecture Genesys Engage and Microsoft Azure Genesys Engage Empowering Agents with Workload Management (iWD) Practical guide to creating a contact centre RFP 12 reasons to upgrade your CX software Cloud technology to support any new normal How to avoid common call centre compliance missteps Genesys Cloud: The secure, all-in-one contact centre solution for insurers The State of: UK Insurance Contact Centres Eight Considerations for Exceptional Customer Engagement BFSI in the age of the connected customer – an industry snapshot Genesys scored in 2020 CCaaS Critical Capabilities Predicts 2021: CRM Customer Service and Support The Three Customer Service Megatrends In 2021: Post-Pandemic Customer Service Excellence Cultivate high-performing agents with modern training Genesys State of Customer Experience Report 2021 Contact Centre Buyers Guide Give Your Students Super Human Service Customer Experience Leadership During COVID-19 Eight reasons you need great contact centre recording 7 ways to deliver leading digital customer service 7 security promises your contact centre vendor should keep Improve customer strategy with predictive routing Planning, managing and empowering your digital workforce Journey mapping — chart the moments that matter most | Genesys A practical guide to contact centre change management Genesys Cloud integration with Microsoft Teams Three ways bots improve customer experience Using bots to increase customer satisfaction Genesys Cloud: The secure, all-in-one contact centre solution 6 reasons why Genesys Cloud is the platform for you Your ultimate chat solution checklist Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Predictive routing in action Connecting third-party systems to customer experience Three employee experience benefits of AI technology Ten ways AI improves customer experience How important is empathy in customer service? Interaction Speech Recognition Empathy in Customer Service: A Consumer Survey and Practical Guide Take a new perspective on employee experience Transformation of Customer Experience with Cloud-Based Customer Engagement Applications UK Contact Centre Verticals: Retail UK Contact Centre Verticals: Insurance UK Contact Centre Verticals: Finance Customer Relationship Barometer Journey mapping and the role of predictive engagement Genesys Digital Succeed with a single source for contact centre infrastructure and workforce engagement management WEM Checklist: Get the most out of your workforce Genesys named a leader in the Summer 2020 G2 Grid® Report for Contact Center Operations Genesys named a leader in the Spring 2020 G2 Grid® report for contact center operations The Forrester Wave: Contact Center as a Service CCaaS Providers Q3 2020 The great customer experience opportunity: Reflections from the Customer Experience Management, Telecoms Global Summit 2020 Moments with meaning: Insights into CX Exchange BFSI 2020 Re-energising the customer conversation: Reflections on Utility Week Customer Summit 2020 Ten to-do items for CDAOs ContactBabel Report: The UK Customer Experience Decision-Makers’ Guide 2020-21 Omdia names Genesys a leader in the cloud contact centre market for 2020-2021 Contact centre AI success kit Choose a partner, not just a vendor ContactBabel Report: The Inner Circle Guide to Omnichannel Workforce Optimisation Improve your CX with 7 AI-powered capabilities Using AI to Personalise the Customer Experience A proven approach for your on-premises call centre migration UK Universities: Competing in Clearance How to set up a contact center from scratch – in less than 3 days Frost Radar™: European Contact Center as a Service Market, 2020 UK Contact Centres: Winning in the New Normal Genesys and Google Cloud: Bringing contact centre AI to life The global AI agenda – Promise, reality and the role of AI and data sharing IDC Nordic Analyst Perspective: Customer Experience drives tomorrow’s business The AI-powered contact centre Genesys Cloud Security Interaction Edge How to keep an eye on shopping cart abandonment The Inner Circle Guide to Contact Centre Remote Working Solutions Four Reasons to Consider Genesys Interaction Recording Genesys Co-Browse The Microsoft and Genesys Alliance Three ways to use AI for better customer journeys Three ways chatbots improve customer experience Four ways voicebots elevate call centre customer service Five things to consider for developing voicebots and chatbots — fast and effectively How the Intelligent Automation and the Genesys Voice Platform Work Together Genesys helps organisations during the COVID-19 pandemic Use Tech-Driven Innovation for Big Gains in Government CX Exploring Experience as a Service with Genesys How to deliver customer experience in the 2020s Delivering on the promise of world-class omnichannel customer experiences IDC Unlocking the Transformative Power of AI for Contact Centres with Google Cloud and Genesys Turn your omnichannel vision into customer experience success Virtual Hold for Genesys Genesys Self-Service Solutions Genesys Survey Solution Genesys Voice Platform Revision of: Genesys Enterprise IVR Genesys Multimedia Communication Manager Genesys Callback Workforce Engagement Management: How to Engage Your Team for the Best Customer Experience Eight ways to stop irritating your customers Customer Experience: The Perfect Blend Contact Centre Economics and the Cloud: Move to the Cloud with Confidence Artificial intelligence: Friend or foe of customer service? Transform Planning and Analysis in Contact Centres Pindrop Fraud Detection for Genesys Gplus Adapter Salesforce Gplus Adapter for SAP CRM Genesys Customer Interaction Management Platform Genesys SoftAgent for Cisco Genesys ConnectInteraction Recorder User Data Management Console for the Genesys Cloud platform Data Tables for the Genesys Cloud platform Genesys Connect Unified Communications AudioCodes Management and Monitoring Applications for Genesys Multimedia Connector for Skype for Business Technical Account Manager Improve CX and Efficiency With An Enhanced Salesforce Implementation Genesys Reference Architecture Blueprints Genesys Gplus Adapter for Siebel CRM Genesys Fraud Management Genesys Cloud Dialer Genesys Care Remote Alarm Monitoring Workspace Plug-in for Salesforce.com VidyoEngage for Genesys Genesys Knowledge Centre Genesys Interactive Insights IVR Driver Genesys SIP Voicemail Genesys Customer Opt-In Genesys Customer Experience Analytics Genesys Web Engagement Shining a Light on a Connected Future: Utilities insights and inspiration from Connected Customer 2019 Travelling Towards a Connected Future: Travel and hospitality insights and inspiration from Connected Customer 2019 Connecting to Better Customer Experiences: Telecommunications insights and inspiration from Connected Customer 2019 AI-powered automation: Essential tips for using voicebots and chatbots Spend Money. Make Money. Four businesses that found customer experience success. 2019 Gartner Magic Quadrant for Contact Center as a Service, North America Twelve signs you’re ready to upgrade to a cloud contact centre How to turn your contact centre agents into CX heroes Forrester Study Reveals Benefits of Artificial Intelligence with the Human Touch Customer service best practices CX Hero – MyBudget underscores personal touches in financial planning CX Hero – Bradesco Next empowers agents for great customer service Interaction Analytics Capabilities Move your contact centre to the cloud with confidence The essential checklist for Genesys on-premises customers moving to the cloud The Five Biggest Trends in Customer Experience Genesys Inbound Voice 2019 Genesys Contact Centre Blended AI Report: South East Africa The Fight For The Cloud CCaaS Smart Guide: Transform Your Customer Experience Genesys Text Messaging Genesys Chat Genesys Social Engagement Genesys Email Five Key CX Technology Trends That Your Midsize Centre Can Capitalise On Banking on a Connected Future: FSI insights and inspiration from Connected Customer 2019 Nemertes Business Value Analysis Introducing Genesys Cloud Customer Engagement is Ripe for Change The essential migration checklist for identifying the right customer experience solution Your path your way: Three options for transforming your legacy contact centre Seven best practices for building customer loyalty Genesys enables innovation at the speed of business Frost & Sullivan: Update Your Contact Centre Today or Risk Losing Business Tomorrow Frost & Sullivan Global Research: Midsized Call Centres take a Digital-first Approach Not all cloud contact centre vendors can deliver true omnichannel service Midsized call centres take a digital-first approach: Spotlight on Europe Migration planning kit: Take the first step in a successful contact centre migration Building a competitive advantage through customer experience Five Ways True Omnichannel Routing Can Improve Your Customer Experience Four Principles of CX Transformation Future-proof your customer experience and mitigate the risks of outdated contact centre technology Improve customer satisfaction, sales and workforce engagement with Genesys Blended AI Top 10 ways to take advantage of AI and deliver great customer experiences How AI can improve contact centre and agent performance Solve your call centre’s seasonal capacity problem Drive more sales through your website Architecture spotlight: Three considerations when choosing cloud for your contact centre Big ideas for retail: 10 key CX trends Business Reporter – The Expert View: Choosing the Best Path for Transforming Your Contact Centre Contact Babel: The Inner Circle Guide to AI, Chatbots & Machine Learning Genesys prescriptive migration: The art of simplified migration with proven ROI Quenching their customers’ thirst for better support: The Coca-Cola Business Services story Considerations for consolidating call centre technology The call centre technology migration playbook Millennials in your workforce Three Customer Service Megatrends in 2019: As AI Eats Jobs, Agents Are More Valued Asia Pacific SMB Customer Service Trends Smollan, the decisive shift to the Cloud – Interview Trust and Transparency: A True Path to Cloud Reliability Genesys Cloud Services: Ensuring your satisfaction and success Genesys Cloud for Salesforce Predictive Engagement White Paper: Analysing and Shaping Customer Journeys Six steps to take right now if you’re thinking about upgrading your retail contact centre Customer Service Transformation for Small Medium Businesses Up close and personalised—three ways your contact centre can keep customers sticky 10 ways to improve your retail contact centre Five ways technology is shaping the future of the retail contact centre Contact Babel Decision Makers’ Guide 2018-19: The Connected Enterprise Contact Babel Decision Makers’ Guide 2018-19: The Artificial Intelligence & Machine Learning Chapter Five reasons tomorrow’s customer won’t be shopping with today’s retailer Personalised IVR for Improved Customer Experience Turn your retail contact centre into a revenue generator: Five trends you need to know Best Practices for Contact Centre Routing 3 reasons you need to build an ecosystem for customer service, not a fragile “frankenstack” Artificial Intelligence with the Human Touch MIT Global Research: Humans + Bots: Tension and Opportunity Three strategies to improve the end-to-end customer experience Beyond Millennials: How Banks Can Prepare For The New Consumer Why Employee Engagement Is Key To Winning Superior Customer Experience How Financial Institutions Are Using Artificial Intelligence to Change The Face Of Customer Experience Genesys named a leader in the Forrester Wave™ cloud contact centres Forrester study shows importance of customer experience technology investment to drive business success. Drive Marketing and CX Convergence with Modern Technology: A focus on the Retail and eCommerce industry Drive Marketing and CX Convergence with Modern Technology: A focus on the Healthcare and Pharmaceuticals industries Drive Marketing and CX Convergence with Modern Technology: A focus on the Banking, Financial Services and Insurance industries The Genesys Cloud Ripple Effect-ROI You Can See 10 Hot-Button CX Topics for Financial Services Businesses Power to the people: why the UK energy sector needs to give control to its customers Cloud Transformation Survey Africa Small for Medium Sized Contact Centres Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition-EMEA Cloud-Based Applications to Transform Customer Service: Midsize Contact Centres in Transition-APAC Drive Marketing and CX Convergence With Modern Technology Solutions Deliver seamless, effortless and personalised experiences with Genesys Frost & Sullivan Survey – Retail Banking CX (Singapore) Retail Banking CX in Hong Kong IVR: Delivering Personalised Customer Experience Genesys Omnichannel Engagement Centre Solution How An Omnichannel Agent Desktop Helps Your Employees Personalise Customer Service Forrester Report: Contact Centres Must Go Digital Or Die Building a Business Case for Replacing Your Call Centre ACD The Truth About Cloud in Small Contact Centers Your Definitive IVR Playbook Building the Business Case for Contact Centre Modernisation Customer Insight & Analytics Exchange Report The European Contact Centre Decision Makers’ Guide Optimise Customer Engagement with a Cloud Contact Centre Ten Reasons To Choose Cloud The Guide to Omnichannel Customer Engagement Roadmap for Omnichannel Customer Engagement Ten Considerations for Moving Your Contact Centre to the Cloud Contact Centre Economics and the Cloud – Move to the Cloud with Confidence Technology Roadmap for Omnichannel Customer Engagement Next Generation CRM: Moving From A System Of Record To A System Of Engagement Contact Center Employee Engagement Playbook Should You Update or Abandon Your Call Centre ACD? Defining and Using Asynchronous Messaging 7 Steps to Omnichannel Self-Service: Make it Personal Are You Ready to Make IoT Part of Your Customer Experience Strategy? 2017 Global Customer Experience Benchmarking Key Findings Report Not All Cloud Contact Centre Platforms Are Created Equal Overcome the obstacles of your legacy Avaya contact centre Revealing the Value of IoT to Enhance Customer Experience Solving the Contact Centre Desktop Disaster Consumer Interaction Preferences and Challenges for Industries in Australia and New Zealand Service on demand: The future of Customer Service The Economist Intelligence Unit – Service on Demand: The future of Customer Service The Best Way Forward for Large Avaya Contact Centres What are the Key Ingredients for Digital Transformation? How can Companies Compete and Win Over Digital Customers? Why is an Omnichannel Customer Experience Strategy Critical? What is the First Step in Designing Digital Customer Experience? How Can Journey Mapping Improve Customer Experience? Why is Customer Experience the New Imperative? Is CRM Enough to Deliver Great Customer Experiences? How to Transform Digital Customer Experiences for the Connected Customer Infographic 5 Critical Requirements for a Future-Ready Contact Centre Infographic The Value of Customer Experience in the Digital Age Infographic How to keep an eye on shopping cart abandonment Forrester Study Reveals Benefits of an Omnichannel Engagement Centre Raising the Bar: Building Propositions Around Customer Service Which Omnichannel Engagement Centre Solution Is Right for You? Genesys Secure IVR Payments The Digital Advantage – a step closer to “customer heaven” Genesys – Powering Exceptional Customer Experiences Deliver Next-Generation Customer Experiences in the Cloud Make Every Moment Successful by Delivering Next-Generation Customer Experiences Simplify the Delivery of a Next-Generation Customer Experience Omnichannel Is Not Optional Insight into the CX Strategies of World-Leading Companies The Evolving Engagement Cycle Customer Engagement and Operational Strategies Iconic Companies Personalise Customer Experiences Using Data Future of CX and Technology Adoption in Leading Companies Closing the Loop on Customer Experience Employee Engagement: Why It Matters Attrition: The True Costs Deliver compliant customer experiences Employee Engagement: A ‘nice to have’? Think again. Hire the right skills. Increase speed to productivity Rethink Queue-Based Routing In a Digital-First World 5 Critical Requirements for Customer Experience in an Ultra-Connected Era The Value of Experience: How the C-suite Values Customer Experience in the Digital Age Forrester: Manage the Cross-Touchpoint Customer Journey Journey Mapping: An Outside-In Approach to Delivering Great CX Top 10 Strategies for Modernising Workforce Optimisation Best Practices For A Seamless Omnichannel Customer Experience The Total Economic Impact of the Genesys Omnichannel Engagement Centre Solution Building the Business Case for an Omnichannel Contact Centre Optimise Your Workforce for the Omnichannel Revolution A Banker’s Guide to a Seamless Omnichannel Customer Experience Loyalty 360–CMO Challenge: Listening to Your Customers 7 Steps for Delivering Next-Generation Digital Customer Service The Contact Centre Manager’s Survival Guide to Omnichannel Customer Service eir Discovers the Benefits of Personalising IVR Delivering a Great Customer Experience in the Travel Industry Shopping for Solutions: Making the Most of the Retail Customer Experience The Essential Guide to Contact Centre Modernisation Plan Now for Customer Service in 2021 Optimising the Citizen Experience – Survey report from Genesys & GovNews Now Optimising the Patient Experience – Survey report from Genesys & GovNews Now The Omnichannel Customer Engagement Playbook Ovum—How Mobile Technology Improves Outbound Engagement and CX Forrester Paper: The Untapped Benefits Of Proactive Customer Communication Not all Customer Experience Platforms are Created Equal Redesigning the Customer Experience around the Internet of Things Creating Value Through Omnichannel Customer Engagement Forrester Report 2017 Customer Service Trends: Operations Become Smarter And More Strategic Genesys Cloud Competitive Advantages Keeping Pace With The Modern Customer Forrester Report: Increase Customer Service Agility with Cloud Contact Centres Ovum: The Total Cost of Ownership of Cloud- and Premise-Based Contact Centre Platforms Engage With Customers in an Ultra-Connected Era Omnichannel Is No Longer Optional 5 Tech Trends Redefining the Customer Experience Are You Delivering an Exceptional Customer Experience? 10 hot-button CX topics for telcos Utilities Summit Energy Report 10 hot-button CX topics for retail Busting the Top 10 Myths of Omnichannel Customer Engagement How to be a Customer Experience Leader – Getting to Iconic The Customer Experience Transformation Imperative GDPR and Its Impact on Service Delivery – Survey Report from Genesys and Gov News Direct Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Centre Solution, 2017-18 The Customer Experience Transformation Imperative See How Genesys Cloud Makes Customer Relationships Simple Industry Report – Contact Babel Decision Makers’ Guide 2017-18: The Artificial Intelligence & Machin Top tips for compliant customer conversations Employee Engagement – Not Just A Nice To Have Transformation of Customer Experience with Cloud-Based Customer Engagement Applications Forrester TEI Spotlight: Greenfield Deployments And Small Businesses Forrester TEI Spotlight: Organisations Moving from Less Advanced Cloud Platforms The Total Economic Impact™ Of Genesys Cloud Forrester TEI Spotlight: Organisations Moving from On-Premise Solutions Live Assistance Live Assistance
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pa|Choose the contact centre platform for rapid innovation — ideal for organisations of any industry or size. We’re constantly innovating. See the latest customer and employee experience releases. See how Genesys solutions meet and exceed modern security standards. Add value and functionality fast through our AppFoundry Marketplace. Extend functionality without directly using an API. No programming required. Consult the experts and get the tools for seamless cloud-to-cloud migrations. Smooth your move to the cloud with experience, expertise and a personalised plan. Take your Genesys experience to the next level. See what’s possible. Run your contact centre with software that makes great customer experience easy. Power your contact centre with Genesys AI for personalised experiences at scale. Craft a custom call center with apps and integrations. Keep the (two-way) conversation going on your customers’ favorite messaging apps. Give your customers 24/7 self-serve assistance with intelligent automation. Build better bots with natural language understanding for smart self-service. Make your website a conversation starter with live chat and solve issues in real time. Harness the power of your data with predictive routing. Power deeply connected experiences through the seamless, all-in-one contact centre solution. Deliver competitively superior customer experiences and digital transformation at any scale. Explore how the unsung stars of customer service are improving customers' lives. Choose a dedicated partner that works with you before, during and after your deployment. Join us in celebrating heroes in headsets — the agents who go above and beyond. A community of continuous learning and innovation for customer experience professionals. Create experiences rooted in empathy — to build trust and earn loyalty. See how Genesys call centresRequest a demo Try for free Design your solution Contact us Create exceptional customer relationships with Genesys customer engagement solutions and let our unique omnichannel approach fuel your future growth. By connecting customer interactions across all voice and digital channels, your customers have a consistent, seamless and personalised service experience. Create more targeted marketing campaigns that drive better leads. Give sales reps the information that they need to improve conversion rates. With Genesys, you’ll build valuable new revenue opportunities and improve customer loyalty while reducing costs. Integrate the latest technologies into your customer service plan to exceed KPIs and build better customer relationships Mine insights to accurately target marketing campaigns, convert leads to customers and take your business to the next level A powerful sales engagement platform gives you the proper tools and data you need to transform opportunities and leads into sales wins Your customers expect personalised customer service for every interaction—across all channels. Genesys solutions solve these common problems for: Fill pipelines and drive more growth with marketing solutions from Genesys. Integrate your marketing and sales data with a single, agile and easy-to-use tool. With Genesys, you can: Seize the moment of opportunity by engaging with prospects on their preferred channels and quickly boosting conversions. With Genesys for sales, you can bring together online and offline customer engagement data to: The Genesys solution is the full omnichannel product that enables us to not only blend agents but blend brands which provides us with best of breed capability in terms of workforce planning, routing, customer service and delivery. Gerrad Hennessy, Senior Operations Manager, Woolworths Integrate the latest technologies into your customer service plan to exceed KPIs and build better customer relationships Mine insights to accurately target marketing campaigns, convert leads to customers and take your business to the next level A powerful sales engagement platform gives you the proper tools and data you need to transform opportunities and leads into sales wins Every year, Genesys delivers more than 70 billion remarkable customer experiences for organissations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud , an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility. Copyright © 2021 Genesys. All rights reserved.
li|Get customers to the right resource the first time, for greater efficiency and increased first contact resolution. Offer personalised experiences, anticipate customer needs and analyse journeys. Consolidate all channels into a single platform, integrate with existing business systems, migrate at your own pace and let business users adjust their apps and reports. Differentiate through service that’s simplified and personalised, with agents empowered to deliver the best service possible. Acquire, engage, up-sell and win back customers more efficiently with highly targeted multichannel campaigns. Tap into valuable customer interaction data with a single view of your customers to increase conversions. Prioritise and distribute online sales opportunities automatically based on their value and timeliness. Mine interaction recordings for actionable insights to continually improve campaigns, focus on high-intent prospects, fuel pipeline and conversion, and grow customer lifetime value. Distribute the highest value leads quickly, and make this data available to your sales reps in real time at critical moments. Use proactive engagement at the right moment in the customer journey on your website or mobile app. Monitor prospects’ behaviour and reach out through web chat or initiate a callback, based on engagement rules. Match the best sales rep to each interaction, and accurately attribute each action to an outcome that improves KPIs.
st|Contact centres: Customer experience: IT: Small businesses:
h1|Build better relationships with digital customer experience solutions
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h3|Get real-world CX survival secrets Explore Genesys solutions for… Frost & Sullivan: Update your contact centre today or risk losing customers tomorrow Take a team approach to better customer service More leads, less spend: Marketing that delivers Own your conversions: Optimise sales every day Explore Genesys solutions for…
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pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Solicite uma demo Teste grátis Crie sua solução Obtenha um orçamento Relatório de pesquisa e-Book Relatório de pesquisa e-Book Relatório de pesquisa e-Book Brochure Lista de verificação e-Book EBook e-Book Relatório de pesquisa e-Book Article Article Article Article Relatório do setor e-Book e-Book e-Book Infographic e-Book e-Book e-Book Infographic e-Book White Paper Relatório de pesquisa Relatório de pesquisa Relatório de pesquisa Infográfico Infographic Infographic Infographic Executive Brief Brochure e-Book e-Book Practical Guide Relatório de pesquisa Brochure Brochure Brochure Relatório de pesquisa Brochure e-Book e-Book e-Book Folha de dados úteis e-Book e-Book Infográfico Video Relatório de pesquisa Relatório de pesquisa Relatório de pesquisa e-Book Infográfico Infográfico Infográfico Infographic e-Book e-Book Infográfico Infográfico White Paper Relatório de pesquisa Relatório de pesquisa Relatório de pesquisa Relatório de pesquisa Relatório de pesquisa Brochure Infográfico Infográfico e-Book Executive Brief White Paper White Paper Folha de dados úteis Relatório de pesquisa e-Book Relatório de pesquisa Executive Brief Relatório de pesquisa White Paper e-Book Relatório de pesquisa e-Book Relatório do setor Video White Paper Datasheet Infográfico Infográfico Infográfico Infográfico White Paper e-Book Executive Brief Executive Brief Executive Brief Relatório de pesquisa Relatório de pesquisa Relatório de pesquisa White Paper e-Book White Paper Executive Brief White Paper e-Book e-Book White Paper e-Book White Paper e-Book e-Book White Paper Executive Brief Executive Brief Executive Brief Relatório de pesquisa White Paper Relatório de pesquisa e-Book White Paper e-Book e-Book e-Book Relatório de pesquisa Infográfico Infográfico Infográfico Infográfico Infográfico White Paper Relatório do setor Vertical Brief e-Book Folha de dados úteis e-Book Relatório de pesquisa e-Book White Paper Datasheet White Paper e-Book Executive Brief Executive Brief Datasheet e-Book White Paper Folha de dados úteis White Paper Executive Brief Relatório de pesquisa Datasheet e-Book e-Book e-Book Folha de dados úteis Infographic e-Book Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
di|Limpar [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] [rawcss raw_css="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"] RELATÓRIO GARTNER DE PESQUISA Quadrante Mágico do Gartner 2020 para Contact Center como Serviço, Mundial A Gartner nomeia a Genesys líder no Quadrante Mágico 2020 para CCaaS O mercado de Contact Center como Serviço (CCaaS) é altamente competitivo. O Quadrante Mágico do Gartner de 2020 para CCaaS avalia 13 fornecedores segundo sua abrangência de visão e capacidade de execução, e ajuda as empresas a fazer a escolha certa. A Genesys tem o orgulho de ter sido nomeada líder por sua abrangência de visão e capacidade de execução através de importantes operações a nível mundial, uma crescente presença geográfica e uma sólida rede de parceiros. Obtenha o relatório completo para saber por que a Genesys está posicionada como líder mundial em soluções para empresas de todos os tamanhos e setores. Você também obterá insights sobre: As principais tendências do mercado de CCaaS Dicas para explorar o mercado Como o Gartner avalia 13 fornecedores segunda sua capacidade de oferecer ótimas experiências do cliente Obtenha o relatório de pesquisa [mktoform cta_header="" cta_button="Faça o download agora" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * O relatório do Gartner não endossa nenhum fornecedor, produto ou serviço descrito em suas publicações de pesquisa e não aconselha os usuários de tecnologia a selecionarem apenas os fornecedores com as classificações mais elevadas ou outra designações. As publicações de pesquisa do Gartner consistem em opiniões da organização de pesquisa do Gartner e não devem ser interpretadas como declarações ou recomendações. O Gartner renuncia a todas as garantias, expressas ou implícitas, com relação a esta pesquisa, incluindo as garantias de comercialização ou adequação a uma finalidade específica. GARTNER é uma marca registrada e uma marca de serviço do Gartner, Inc. ou de suas afiliadas nos Estados Unidos e no mundo, e é usada neste documento com a devida autorização. Todos os direitos reservados. Fonte: Quadrante Mágico do Gartner para Contact Center como Serviço, Steve Blood, Drew Kraus e Pri Rathnayake, em 9 de novembro de 2020. RELATÓRIO DE PESQUISA DE ANALISTA A Forrester reconhece a Genesys como líder em contact center como um serviço Forrester Wave™: Provedores de contact center como um serviço (CCaaS), 3º trimestre de 2020 À medida que o número de canais digitais continua crescendo, os agentes remotos precisam de tecnologia confiável para oferecer suporte nesse novo normal. Isso requer uma solução para contact centers completa e robusta que ofereça personalização em escala. A Genesys está orgulhosa de ter sido nomeada líder em soluções de Contact Center as a Service (CCaaS) no relatório Forrester Wave 2020 e reconhecida por seu amplo portfólio de produtos, integrações de CRM e recursos nativos de otimização de força de trabalho (WFO), que oferecem uma experiência perfeita para diferentes usuários, assim como consistência nos dados operacionais e de WFO. Faça download do relatório completo para saber por que a Forrester reconhece a Genesys como líder em CCaaS e veja: Uma análise independente dos fornecedores de CCaaS As principais tendências do mercado O que procurar em uma solução CCaaS Gráficos de comparação de fornecedores sobre ofertas atuais, estratégias e presença no mercado Baixe o relatório [mktoform cta_header="" cta_button="Baixe agora" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kvxkQAA" ar_url="https://content.genesys.com/forresterwave-ccaas-2020"]O relatório Forrester Wave™ é propriedade registrada da Forrester Research, Inc. Forrester e Forrester Wave são marcas comerciais da Forrester Research, Inc. Forrester Wave é uma representação gráfica da visão do mercado da Forrester e é elaborada com uma planilha detalhada com suas pontuações, ponderações e comentários. A Forrester não endossa nenhum fornecedor, produto ou serviço descrito no relatório Forrester Wave™. A informação está baseada nos melhores recursos disponíveis. As opiniões refletem os critérios neste momento e estão sujeitas a modificações. Autosserviço e Canais Digitais no Mercado de Energia [cutoff co_thick="2px"]Os clientes de hoje esperam atendimento diferenciado e uma experiência satisfatória. Isso exige que as empresas fornecedoras de energia pensem fora da caixa e inovem a experiência do cliente. O cliente espera que a qualidade de contato seja a mesma em toda ocasião. Por isso, é extremamente importante que todos os agentes de atendimento estejam alinhados, independentemente do canal. A CX no setor de energia precisa ser desenvolvida de forma inteligente, como nos demais setores de serviços. Mesmo que o setor de energia não sofre muito com a concorrência, é imprescindível que o atendimento ao cliente seja excepcional. Para atender a essa demanda, é preciso implantar um sistema omnichannel de atendimento. Esta é a única forma de suprir a necessidade de cada cliente, pelo canal de atendimento que for mais conveniente a ele. Baixe o infográfico agora! Saiba quais são as principais tendências e mudanças no mercado de energia.[mktoform cta_header="Faça o download do infográfico" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7011T000001kwW1QAI"] E-BOOK As Mudanças nas Empresas de Utilities e o Papel da Experiência do Cliente Empresas do setor de Utilities enfrentam grandes desafios, como regulamentação governamental, mudanças climáticas, e novas tecnologias. Cada vez mais há necessidade de proporcionar melhoria na experiência do cliente e ganhar vantagem competitiva. Até pelo menos duas décadas atrás, as empresas que distribuíam serviços como água e saneamento, energia e gás (utilities) operavam em um modelo de negócio muito diferente do de agora. Para além de, naquela época, estarem completamente sob a órbita do Estado, tinham relações unilaterais com seus consumidores – tanto na entrega do serviço como no atendimento. Neste eBook falaremos sobre: A Experiência do Cliente (CX) no setor de Energia A Experiência do Cliente (CX) no setor de Água e Saneamento As Mudanças no setor de Gás Leia o e-book [mktoform cta_header="" cta_button="Baixe agora" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kwTCQAY"] E-BOOK Genesys e Google Cloud: dando vida à IA do contact center A inteligência artificial (IA) no contact center superou as expectativas. Os clientes estão dispostos a interagir com bots, mas também querem conversar com agentes para resolver problemas complexos. A IA para conversação pode aumentar a eficiência automatizando interações simples e repetitivas, permitindo uma transferência perfeita entre bots e agentes. Ela também permite que os agentes tenham mais tempo para lidar com os problemas complexos. A Genesys e o Google Cloud tornam as experiências dos clientes com IA acessíveis às empresas de todos os tamanhos e níveis de sofisticação. Obtenha este e-book para saber mais sobre: Os três desafios que a IA para conversação resolve nos contact centers Como os voicebots e os chatbots podem melhorar a eficiência operacional Como empoderar os agentes com um assistente virtual com IA Leia o e-book [mktoform cta_header="" cta_button="Baixe agora" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] 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 WHITEPAPER Como melhorar o atendimento ao paciente e a CX durante a pandemia do Covid-19 O mercado de saúde está passando por um processo de transformação digital acelerado, principalmente no setor privado. Com a chegada da geração mais jovem e também do novo coronavírus, o paciente passou a exigir um atendimento 100% digital na hora de fazer um exame, renovar o plano ou simplesmente ser lembrado de um procedimento. As tecnologias precisam estar cada vez mais preparadas para imprevistos, como o caso do Covid-19. Assim, as instituições de saúde conseguem realizar o atendimento de uma forma rápida e eficiente, sem afetar a jornada do paciente e permitindo que o agente de saúde consiga juntar informações e também entender as interações do paciente até aquele momento, em um modelo de dados estruturado. Essa ação pode tornar o atendimento simplificado, podendo, inclusive, reduzir custos da operação. Leia o whitepaper para conhecer os principais desafios e as recomendações oferecidas, que incluem: Principais tendências do mercado de saúde associadas ao avanço da cultura digital; Como o setor de saúde pode melhorar a experiência do seu paciente; Tudo que você precisa para entregar um pós atendimento de forma otimizada. Baixe o White Paper [mktoform cta_header="" cta_button="Baixe o White Paper" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t7YDQAY"] RELATÓRIO DE PESQUISA DO MIT Agenda global de IA - Promessa, realidade e o papel da IA e do compartilhamento de dados Entender o impacto real da IA nos negóciosA capacidade da inteligência artificial (IA) não é mais exclusiva dos grandes nomes da tecnologia. Desde o produtor até o setor de energia, e dos serviços de saúde até os governos, o MIT descobriu que as organizações de todos os setores estão experimentando um conjunto de soluções de IA. O MIT Technology Review Insights fez uma pesquisa com mais de 1.000 executivos senioresde diferentes setores e regiões do mundo para entender como eles usam a IA agora e como planejam usá-la no futuro. Leia o relatório hoje mesmo para aprender sobre: Casos de uso da IA no mundo real Desafios de escalabilidade enfrentados pelas empresas Prontidão comercial para compartilhar dados e aprimorar a capacidade da IA Baixe o relatório [mktoform cta_header="" cta_button="Baixe o relatório" form_p_target="custom" url_target="yes" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK" url="https://www.genesys.com/pt-br/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing"] RELATÓRIO DA FORRESTER As três megatendências de atendimento ao cliente em 2020: combinar agentes e IA para proporcionar melhores experiências Garantir que seus agentes tenham as ferramentas certas para humanizar o contact center e entender verdadeiramente os problemas dos seus clientes é fundamental. Conhecendo e criando sólidas conexões com seus clientes, a sua empresa economizará e aumentará a fidelidade. Proporcionar aos agentes o acesso a ferramentas de inteligência artificial (IA) tem se tornado a melhor maneira de administrar o contact center. Automatizar interações mais simples e oferecer aos seus clientes as ferramentas digitais para que eles solucionem seus próprios problemas permitirá que os agentes lidem com problemas mais complexos. Esta estratégia é fundamental para o seu sucesso. Leia este relatório da Forrester Research e saiba mais sobre: Três megatendências para profissionais de atendimento ao cliente em 2020 Como as mudanças nas funções dos agentes e da IA influenciam o planejamento e a cultura da força de trabalho O papel dos desktops com IA e como eles proporcionam aos agentes informações mais precisas sobre as necessidades dos clientes Leia o relatório da Forrester [mktoform cta_header="" cta_button="Leia agora" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kq8WQAQ"] Destaques da IDC: Revelando o poder transformador da IA para contact centers com o Google Cloud e a Genesys Em 2020, a experiência do cliente será mais importante do que o preço e o produto como principal diferenciador de cada marca. Seu contact center está na linha de frente para oferecer excelentes experiências ao cliente. Imagine oferecer um atendimento ininterrupto e imediato, do jeito que os clientes querem e em uma única conversa. Depois, encaminhá-los para um agente humano, que pode usar a inteligência artificial (IA) para responder às questões rapidamente. De acordo com a IDC, "Até 2025, as empresas que utilizem tecnologia de IA serão capazes de atingir Net Promoter Scores 1,5 vezes mais altos que os de seus concorrentes." Obtenha estes destaques da IDC e saiba como o uso da IA nos contact centers pode: Aumentar a satisfação do cliente Empoderar os agentes humanos Aumentar os insights de negócios Obtenha o relatório da IDC [mktoform cta_header="" cta_button="Leia agora" form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kqUwQAI"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title=" Mantenha o cliente satisfeito com o acompanhamento" image="181931" filecta_label="Download"]Não importa quão bom seja o seu autoatendimento, há momentos em que os clientes sentem que sua melhor chance de resolver um problema é telefonar para uma pessoa viva. Mas isso introduz a possibilidade de que esses mesmos clientes experimentem a frustração de esperar nas filas de chamadas ou não ter a opção de solicitar um retorno de chamada de um aplicativo da Web ou móvel.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefícios"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Principais Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights &amp; Enablement, Client Care" speakerquote="Estamos entusiasmados com a Genesys Cloud, nossos resultados até o momento e a visão da empresa para inovação, segurança e estabilidade de produtos. Com a entrega imediata e contínua de novas funcionalidades, podemos adotar facilmente os avanços tecnológicos, como inteligência artificial (AI), sem atualizações de soluções locais caras e demoradas." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Recursos"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] O retorno de chamada da Genesys para web, celular e URA fornece uma variedade perfeita de assistência. [section_grid tag_type="h2" title="Especificações técnicas"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Faça o download do recurso" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Cenário de experiência do cliente no Brasil em 2020" sub_title="Opiniões dos consumidores brasileiros sobre a experiência do cliente" image="181931" filecta_label="Download"]O que os consumidores pensam realmente sobre o atendimento ao cliente: quando a automatização e os bots são de ajuda e quando é preferível o toque humano.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Cenário da experiência do cliente no Brasil em 2020[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] A importância da conversão de clientes potenciais no setor educacional [cutoff co_thick="2px"]A importância de converter perspectivas em educação Transformar perspectivas em alunos ativos pode ser mais fácil do que você pensa. Faça o download do infográfico especialmente desenvolvido para empresas do setor de educação, onde você pode encontrar as chaves para acelerar o processo de conversão, solicitar as informações corretamente na mídia digital, entender o comportamento do prospecto em seu site e prever melhores momentos de contato para especificar o Inscrição de novos alunos. Reconheça onde estão os pontos de melhoria do seu atual processo de prospecção e retenha seus alunos com apenas algumas mudanças simples. Baixe o infográfico agora![mktoform cta_header="Faça o download do infográfico" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7010d000001GdP8AAK"] A importância da conversão de clientes potenciais no setor automotivo [cutoff co_thick="2px"]Você poderá acessar informações que permitirão entender as razões pelas quais uma pessoa decide comprar um carro, em que momento a decisão é tomada e com base em quais informações são convencidas por uma marca ou modelo específico. Aumente o interesse e as conversões de vendas, gerando mais compromissos por meio de mídia digital e, ao mesmo tempo, reduzindo o número de pontos de contato antes que o cliente compre um carro. Além disso, entenda o comportamento do seu cliente e preveja as necessidades dele em relação às primeiras compras, alterações de unidade ou serviços técnicos pós-venda. Baixe o infográfico agora![mktoform cta_header="Faça o download do infográfico" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7010d000001GdPDAA0"] A importância da conversão de clientes potenciais no setor varejista [cutoff co_thick="2px"]Entrar no mundo do marketing digital e gerar vendas on-line pode ser um grande desafio para o varejo. Sem dúvida, o desafio não é novo, embora neste momento de evolução tecnológica seja prioritário entender como gerar vendas on-line e atrair visitantes para a loja. Você sabe quais são os obstáculos para um visitante se tornar um cliente? Faça o download do infográfico e descubra o que você pode fazer para que os visitantes concluam com êxito a viagem em seu site e melhorem suas taxas de conversão de vendas. Faça o download agora![mktoform cta_header="Faça o download do infográfico" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7011T000001knQlQAI"] Prepare a experiência do cliente para o futuro e mitigue os riscos das tecnologias de contact center desatualizadas Supere os desafios dos componentes obsoletos do seu contact center com soluções de experiência do cliente líderes do mercado. [cutoff co_thick="2px"] O sucesso da empresa é definido pela qualidade dos relacionamentos com seus clientes. Uma infraestrutura antiga pode afetar sua capacidade de proporcionar serviços consistentes em todos os canais e pontos de contato. Com o aumento das exigências dos clientes e dos negócios, você talvez não possa esperar para ver as opções que o seu fornecedor pode oferecer a longo prazo. Uma forma de otimizar o customer engagement em todos os canais disponíveis é adicionar soluções de experiência do cliente comprovadas e líderes do mercado. E com um parceiro tecnológico focado tanto na inovação quanto no seu sucesso, você pode garantir o futuro dos seus negócios à medida que continuam evoluindo. Leia este resumo executivo para saber como incorporar uma plataforma de experiência do cliente aberta, estável e comprovada, e selecionar um fornecedor que possa acompanhar esse processo. Descubra as vantagens de uma metodologia de migração precisa e comprovada que orientará o seu processo de transformação da experiência do cliente e que inclui: Estabelecer uma base sólida para os canais de customer engagement e os pontos de contato à medida que eles surgirem. Aumentar o engagement omnichannel em todos os departamentos e processos fora do contact center, eliminando os silos que reduzem a qualidade do serviço. Treinar a sua equipe para utilizar uma plataforma preparada para o futuro, que oferece suporte a soluções de última geração e garante uma excelente experiência do cliente. Incorporar a flexibilidade de uma solução baseada na nuvem que tem a agilidade necessária para dar resposta às necessidades dos negócios e às exigências dos clientes. Aproveitar os casos de uso comprovados que simplificam a migração e aceleram seu time-to-value. [mktoform cta_header="Faça o download do resumo executivo" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7010B000001SJoFQAW"] Kit de planejamento para migração Dê o primeiro passo em uma migração bem-sucedida do contact center Aproveite o poder e os benefícios da nuvem - mais cedo [cutoff co_thick="2px"]Manter tecnologias legadas desatualizadas e inflexíveis é uma decisão cada vez mais cara, com retornos decrescentes. Migre para uma solução moderna de contact center para transformar sua experiência do cliente agora e iluminar um caminho claro para o futuro. Inicie hoje a transformação da experiência do cliente. Veja como outras pessoas o fizeram e obtenha dicas e ferramentas úteis para ajudá-lo durante e depois da migração. Obtenha o kit de planejamento de migração da Genesys e dê o primeiro passo de sua transformação. Você receberá: Informações de empresas que compartilham sua experiência bem-sucedida de migração Lista de verificação de migração CX: um guia essencial para identificar a solução certa para a experiência do cliente Recursos para entender a abordagem prescritiva da migração [mktoform cta_header="Obtenha o kit de planejamento de migração Genesys" cta_button="Faça o download do seu kit" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001KfiKAAS" url="https://www.genesys.com/pt-br/campaign/kit-de-planejamento-de-migracao" ar_url="https://www.genesys.com/campaign/migration-planning-kit"] Como aumentar a vantagem competitiva por meio da experiência do cliente Cinco transformações reais [cutoff co_thick="2px"]Os clientes de hoje desejam interações personalizadas, rápidas e sem problemas entre os múltiplos canais. As empresas globais como PayPal, Heineken e Vodafone adotaram nossa tecnologia para oferecer experiências verdadeiramente omnichannel ao cliente. Ao migrar para a melhor plataforma de experiência do cliente de sua classe, eles conseguiram: Cumprir os prazos estabelecidos para a migração para a nuvem Cumprir os requisitos regulatórios específicos do setor Reduzir os custos operacionais e de manutenção Otimizar o pessoal Acelerar o time-to-value e o ROI Melhorar o Net Promoter Score, a satisfação do cliente e o tempo de resolução das chamadas Descubra os quatro passos para planejar e executar uma estratégia de migração bem-sucedida, sem interrupções e transformar a experiência de seus clientes. [mktoform cta_header="Obtenha o e-book" cta_button="Baixe agora" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] Lista de verificação essencial para migrar e identificar a solução de experiência do cliente certa Principais considerações para realizar um processo de migração bem-sucedido [cutoff co_thick="2px"]A tecnologia de contact center desempenha um papel fundamental para o sucesso da experiência do cliente e das operações empresariais. Contar com as soluções, a infraestrutura e o fornecedor ideais é essencial para atingir os objetivos e satisfazer as expectativas atuais e futuras. Se você está tendo problemas com os sistemas desatualizados do seu contact center que restringem os canais e a informação sobre os clientes, o melhor caminho a seguir é migrar para uma solução que permita superar essas limitações tecnológicas. E o primeiro passo é fazer o download desta lista de verificação que vai ajudá-lo a avaliar os fornecedores e as principais soluções. Você vai descobrir como: Identificar as metas e os objetivos de negócios mais importantes para sua organização Avaliar as opções de implementação com base no nível de flexibilidade e dos recursos necessários Compreender suas prioridades e necessidades tecnológicas Avaliar a capacidade e a solidez do fornecedor a longo prazo [mktoform cta_header="Obtenha a lista de verificação" cta_button="Baixe agora" ar_status="dynamic" cid_id="7010d000001KgTz"] Nemertes Análise de valor de negócios Tecnologia Genesys Customer Experience [cutoff co_thick="2px"]Adotar uma nova tecnologia de experiência do cliente é uma grande decisão. Mas, escolher o fornecedor certo para garantir o sucesso da empresa a longo prazo também é fundamental. A Nemertes Research realizou esta exaustiva avaliação global sobre os resultados comerciais, técnicos e financeiros de dez clientes que adotaram alguma das tecnologias de experiência do cliente da Genesys. Depois de mais de seis meses de entrevistas com líderes de negócios e de TI, validando os resultados individuais e avaliando as tendências gerais, o estudo da Nemertes oferece: Os principais insights sobre as soluções da Genesys escolhidas pelos entrevistados e os resultados que as empresas atingiram com a migração. O modelo de implementação que escolheram as empresas pequenas, médias e grandes – de 70 a 11.000 agentes –, e como essa decisão afetou positivamente a produtividade dos agentes, os requerimentos de recursos de TI e a agilidade dos negócios. Os resultados de negócios individuais segundo o setor, o tamanho da organização e as necessidades das diversas regiões. As tendências comuns observadas nas diferentes empresas, tipos, modelos de implementação e setores. [mktoform cta_header="Obtenha o relatório" cta_button="Faça o download" ar_status="default" cid_id="7010d000001GdGaAAK"] [this_page_title] Soluções na nuvem para impulsionar o atendimento ao cliente em 2019 [cutoff co_thick="2px"]A Internet trouxe opções, informações e conveniência sem precedentes aos clientes. Por sua vez, isso levou as empresas a evoluírem suas estratégias de engajamento de clientes. Uma das mudanças mais significativas tem sido a variedade cada vez maior de canais pelos quais os clientes escolhem interagir com as organizações. Os clientes agora podem interagir com as empresas via e-mail, chat ao vivo, mídia social, SMS e serviços de mensagens ao vivo. A conectividade móvel está aumentando ainda mais a demanda, capacitando os clientes a esperar engajamento e respostas em tempo real. Neste estudo, Frost and Sullivan explora o que CX significa para call centers de tamanho médio em termos de impacto nos negócios, prioridades, maturidade tecnológica e como eles medem as iniciativas relacionadas. Neste relatório de pesquisa global, você aprenderá: As tendências tecnológicas dos call centers médios acreditam ter o impacto mais significativo em seus negócios Prioridades de tecnologia, pessoas e processos para atender às aspirações de engajamento do cliente Principais benefícios comerciais derivados da melhoria do CX [mktoform cta_header="Baixe o relatório da pesquisa" cta_button="Baixar meu relatório" ar_status="dynamic" ar_url_dynamic="custom" ar_url="https://www.genesys.com/campaign/frost-sullivan-global-research-midsized-call-centers-take-a-digital-first-approach-thank-you" cid_id="7010d000001GY9nAAG"] [this_page_title] [cutoff co_thick="2px"]Resolva os problemas de capacidade sazonal do seu call center Embora sejam complicados, os picos de atividade sazonais são comuns nas operações da maioria das empresas. E, apesar de que não seja possível padronizar completamente todos os níveis de atividade dos negócios, essas mudanças podem ser administradas com um planejamento adequado. A maioria das empresas, de um modo ou de outro, já tiveram que lidar com essa situação. No entanto, algumas organizações contam com menos recursos para se expandir e contrair com facilidade. Os problemas de capacidade sazonal podem variar ao longo do ano e não estão estritamente limitados a períodos específicos, embora alguns deles sejam catalisadores das preocupações em relação à capacidade do call center. Para solucionar esse problema, o primeiro passo é analisar seus dados históricos e identificar os altos e baixos que sua empresa experimenta. Planeje o cronograma da equipe a partir dessa informação e depois concentre-se nos problemas mais complexos que vão além das flutuações normais nos negócios. Neste e-Book, você descobrirá: Como resolver os problemas de alocação de pessoal para lidar com seu volume operacional Como substituir as tecnologias desatualizadas que geram experiências ruins Quais são as melhores ferramentas para resolver os problemas de capacidade sazonal [mktoform cta_header="Faça o download" cta_button="Faça o download do e-book" ar_status="dynamic" cid_id="7010d000001KfQ1AAK"] Migração prescritiva de Genesys A arte de uma migração simplificada com ROI comprovado [cutoff co_thick="2px"] As soluções de experiência do cliente devem permitir que você conheça seus clientes, antecipe-se às suas necessidades e desejos, e responda da forma mais inteligente quando eles realizam consultas através do canal que prefiram. No entanto, se a realidade atual é que há uma quantidade limitada de canais, a informação sobre o cliente é incoerente e as limitações tecnológicas afetam as operações ou degradam a experiência do cliente, é provável que seja o momento de realizar mudanças no seu contact center. A tecnologia do contact center deve ajudar a área de TI a proporcionar o que a empresa precisar quando seja necessário. Deve ser fácil de administrar e deve entregar um valor que exceda seu custo, e não ao revés. Mas para muitas empresas, a simples ideia de uma migração parece algo arriscado e extremamente complicado. Mas não precisa ser sempre assim. Com o guia certo para completar seu processo de migração, sua empresa pode fazer as mudanças necessárias com confiança e do modo certo. Imagine como seria superar as expectativas da empresa e dos clientes Defina uma solução Realize a migração com confiança Atinja os resultados desejados para os negócios [mktoform cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mg6KAAQ"] [this_page_title] Um e-Book com histórias de sucesso [cutoff co_thick="2px"] A implementação da inteligência artificial (IA) é uma das coisas mais importantes que você pode fazer para dar à sua empresa uma vantagem competitiva hoje e a longo prazo. Gere o maior impacto com as soluções de IA combinada da Genesys. A capacidade de automatizar informação, processos, insights e tendências – e adicionar o toque humano – está incorporada em todas as áreas do nosso portfólio de produtos. Leia este e-Book para descobrir os nossos recursos exclusivos de IA e veja como os nossos clientes estão: Reduzindo o abandono dos carrinhos de compras em 30% Enriquecendo a experiência do cliente Atingindo os principais KPIs [mktoform cta_header="Obtenha o e-book" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7010d000000iYi4AAE"] Folha de dados úteis: [this_page_title] [cutoff co_thick="2px"] Seus clientes desejam ter um acesso rápido a seus canais preferidos e uma experiência personalizada que seja simples. E seus colaboradores querem trabalhos gratificantes com menos tarefas triviais. O uso de bots, automação e aprendizagem automática torna tudo isso possível. A chave é obter o melhor retorno do seu investimento em inteligência artificial (IA). Esta folha de dados úteis mostra como a IA permite trabalhar de maneira mais inteligente, incluindo: Conectar todos os pontos de contato do cliente e compartilhar sua informação contextual em todos os canais com base em uma estratégia omnichannel Oferecer aos clientes uma experiência transparente e sem interrupções combinando o autoatendimento com o atendimento assistido Utilizar assistentes virtuais para prever as formas de atender melhor ao cliente, inclusive vendendo produtos com valor mais alto [mktoform cta_header="Obtenha a folha de dados úteis" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7010d000000iYfFAAU"] [this_page_title] [cutoff co_thick="2px"] A pilha de aplicativos tecnológicos do seu call center está caótica e é muito difícil descobrir por onde começar a organizar tudo isso. Este e-book aborda os fundamentos da consolidação tecnológica: por onde começar e o que deve ser levado em consideração na hora de elaborar o plano para otimizar a infraestrutura e a tecnologia. Há muitas questões que devem ser consideradas: A infraestrutura, tanto a antiga quanto a nova A tecnologia existente e suas limitações Suporte de TI Necessidades dos usuários, de treinamento e dos negócios Este e-book oferece uma visão geral que pode ajudá-lo a preparar-se para a adoção de uma tecnologia melhor. Leia agora se está pensando em instalar uma nova tecnologia no seu call center. [mktoform cta_header="Faça o Download Agora!" ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] [this_page_title] [cutoff co_thick="2px"] Guia sobre a migração da tecnologia do call center Migrar para uma nova solução de call center não deveria ser assustador. Este e-book aborda os passos básicos para uma migração bem-sucedida. Evite os obstáculos, as implementações lentas, o tempo de inatividade operacional e outros inconvenientes relacionados com a migração. Com o planejamento certo e uma equipe com membros que ajudem no processo de transição, tudo pode ser mais fácil do que você imagina. Migre a tecnologia do seu call center com confiança. Certifique-se de dispor do grupo certo de partes interessadas e especialistas. Verifique se as redes da sua empresa são compatíveis com a migração. Trabalhe em conjunto para definir a melhor direção a seguir em relação à implementação. Defina as expectativas e prepare-se para a entrada em funcionamento. [mktoform ar_status="dynamic" cid_id="7010d000000mfYmAAI"] Conheça os recursos da Genesys PureConnect [cutoff co_thick="2px"] A plataforma PureConnect, da Genesys, líder de mercado na nuvem e on-premise, simplifica a gestão, melhora a eficiência e reduz o custo total de propriedade no contact center. A solução ainda se integra a sistemas Oracle, Microsoft e Salesforce, fornecendo alto desempenho para pequenas e médias empresas, integrando dados e recursos externos. Veja como o PureConnect permite a você unir infraestrutura de comunicação de call center e empresarial de forma simples e completa, gerando melhores experiência para os clientes. Assista ao vídeo e faça um tour por todos os recursos do PureConnect. [mktoform cta_header="Assista ao vídeo" cta_button="Assista agora" ar_status="dynamic" cid_id="7010d000000meyh"] Relatório da Forrester [this_page_title] [cutoff co_thick="2px"] Um excelente serviço de atendimento ao cliente não significa apenas reduzir os custos ou tornar as operações mais eficientes. Na verdade, é uma reinvenção sistemática do estabelecido em relação à tecnologia, aos dados e às operações, aproveitando os recursos de automação, os dados e os agentes em conjunto para explorar cada um de seus pontos fortes exclusivos e oferecer experiências que satisfaçam as expectativas do cliente. Com automação e inteligência artificial (IA), as operações de atendimento ao cliente tornam-se cada vez mais eficientes. E isso permite que sua empresa possa proporcionar experiências diferenciadas, descobrir novas fontes de receita e reinventar seus modelos de negócios. Obtenha este relatório agora e descubra: As três megatendências para 2019 que os profissionais dedicados ao atendimento ao cliente devem levar em consideração para transformar suas operações com a IA Grandes mudanças nos perfis dos agentes e a evolução dos superagentes Como a IA e a automação dos processos robóticos podem melhorar seus resultados financeiros [mktoform cta_header="Obtenha o relatório da Forrester" cta_button="Faça o download agora!" ar_status="dynamic" cid_id="7010d000000mg9YAAQ"] MIT Technology Review Humanos + Bots: Tensão e Oportunidade Como as principais marcas internacionais combinam as habilidades humanas e a inteligência artificial para criar intimidade com o cliente e promover o crescimento. [cutoff co_thick="2px"]Atualmente, as empresas de todo o mundo estão inovando com inteligência artificial (IA) para melhorar a experiência do cliente e construir relacionamentos mais profundos com os clientes. A partir de uma pesquisa global e de entrevistas com 599 executivos de grandes e médias empresas de todo o mundo, a MIT Technology Review Insights elaborou este relatório que revela que a maioria das empresas implementaram a IA de forma generalizada em suas operações de atendimento e nos processos de gestão da experiência do cliente. Obtenha o relatório global e as seções regionais sobre a América do Norte, a América Latina, Europa e Ásia. Os destaques são: Quase 90% dos entrevistados relataram melhorias mensuráveis na velocidade da resolução de consultas, e 80% observaram otimização no processamento de chamadas com o uso da AI. Cerca de 80% dos entrevistados relataram melhorias mensuráveis na satisfação do cliente, na prestação de serviços de atendimento e no desempenho do contact center. Na América do Norte, 60% dos entrevistados consideram que conseguirão um aumento de 10% ou mais no valor do ciclo de vida do cliente no próximo ano. A Europa lidera no uso da IA para aumentar o reconhecimento das marcas e desenvolver mais habilidades em experiência do cliente. Mais de 33% dos entrevistados da região Ásia-Pacífico consideram que o crescimento de 10% na receita está relacionado com o aumento do uso da IA. [mktoform cta_header="Obtenha o relatório global da MIT e seção regional" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7010d000000maXQAAY"] [this_page_title] [cutoff co_thick="2px"]Com tantas grandes mudanças afetando o contact center das empresas do setor de varejo nos dias dehoje, é lógico que os gerentes dos diferentes departamentos perguntem: por onde devo começar? Esta lista de seis passos da Genesys proporciona algumas ideias valiosa para ajudar no processo.[mktoform cta_header="Obtenha o relatório" cta_button="Faça o download agora" ar_status="dynamic" cid_id="7010d000000mWJdAAM"] Transforme o contact center da sua empresa do setor de varejo em um centro gerador de receita Conheça as 5 tendências inovadoras do setor [cutoff co_thick="2px"]Seu contact center é um centro de custos ou um centro gerador de lucro? É cada vez mais comum que os varejistas tratem o contact center como uma fonte de crescimento. Para os clientes de hoje — e não só para os millennials —, falar com um agente é o último recurso. Eles querem usar o autoatendimento em aplicativos para dispositivos móveis. Responder em linguagem natural a um chatbot. Mudar de dispositivo várias vezes durante a mesma interação e esperar que sua empresa acompanhe todo o processo sem esquecer quem eles são. Esses clientes estão tranquilos em relação a que você custodie seus dados pessoais, sempre que sejam tratos com respeito e usados para o propósito correto. E, para eles, isso significa ajudá-los a tornar as coisas mais fáceis. Neste e-book, você conhecerá as cinco tendências que podem ajudá-lo a transformar seu contact center em um centro gerador de receita.[mktoform cta_header="Obtenha o E-Book" cta_button="Baixe Agora" ar_status="dynamic" cid_id="7010d000000mWJEAA2"] Infográfico da Genesys O Guia para o Atendimento Eficiente nas Mídias Sociais [cutoff co_thick="2px"]A explosão digital oferece novas formas de interagir com os clientes, e eles também ganharam novas oportunidades de expressar sua insatisfação. Sabia que 83% dos usuários já abandonaram sua compra após um atendimento ruim? As redes sociais hoje são uma importante parte da estratégia de conectar as jornadas dos clientes, especialmente porque boa parte das jornadas começam nesses canais – 92% das interações digitais são realizadas nas mídias sociais. Baixe o infográfico da Genesys e saiba como oferecer um atendimento eficiente nesses canais.[mktoform cta_header="OBTENHA O INFOGRÁFICO" cta_button="BAIXE AGORA" ar_status="dynamic" cid_id="7010d000000mZk2"] E-book da Genesys Fintechs na América Latina: um Mercado em Expansão Como estas empresas estão transformando a experiência do cliente no setor financeiro [cutoff co_thick="2px"]O mercado financeiro está mudando rapidamente, e as Fintechs, que aliam tecnologia às finanças, estão chegando a um público que não tinha acesso aos serviços deste setor, fornecendo serviços financeiros digitais para milhões de pessoas. Com crescimento acelerado na América Latina, especialmente devido ao grande volume de smartphones, essas instituições enfrentam, no entanto, uma série de desafios relacionados à regulação do setor e ao relacionamento com o cliente, que buscam nas Fintechs as experiências digitais e sem esforço que não encontram nos bancos tradicionais. Baixe o e-book da Genesys e saiba mais sobre: A expansão do mercado das Fintechs na América Latina Os desafios enfrentados pelas Fintechs As expectativas dos clientes em relação aos novos serviços [mktoform cta_header="FAÇA O DOWNLOAD" cta_button="BAIXE O E-BOOK" ar_status="default" cid_id="7010d000000mbXC"] E-Book da Genesys Os millennials como parte da sua força de trabalho 4 maneiras de reduzir a rotatividade dos agentes do contact center [cutoff co_thick="2px"]Os líderes dos contact centers mencionam a rotatividade dos agentes como o principal desafio. Essa rotatividade, combinada com um alto nível de absenteísmo e um baixo nível de satisfação no trabalho, acaba afetando significativamente o desempenho financeiro das empresas. Além disso, muitos agentes hoje são millennials com desejos e necessidades particulares como funcionários. Saiba o que é mais importante para os millennials, e assim poderá desenvolver um ambiente de trabalho mais satisfatório e rentável. Leia este e-book e saiba como você pode: Utilizar as simulações para designar os horários dos agentes e reduzir os custos gerados pelas horas não planejadas. Monitorar esses dados para saber por que os colaboradores com o melhor desempenho são os mais bem-sucedidos Personalizar o treinamento para oferecer flexibilidade para alocar as pessoas em novos postos ou dar-lhes novas responsabilidades e que comecem a trabalhar rapidamente. [mktoform cta_header="Obtenha o E-Book" cta_button="Baixe Agora" ar_status="dynamic" cid_id="7010d000000mb86"] Forrester Wave A Genesys foi nomeada Líder no Forrester Wave™: Contact centers na nuvem, 3º trimestre de 2018 O PureCloud obtém a pontuação mais alta em 17 critérios, incluindo arquitetura de produto, integração com sistemas CRM, estratégia corporativa e ecossistema de terceiros. [cutoff co_thick="2px"]"Escolha o PureCloud para contact centers de médio porte, dentro e fora da América do Norte, que precisam aproveitar ao máximo o suporte e os recursos da Genesys globalmente." – Relatório Forrester Wave. Este é o primeiro relatório Forrester Wave para contact centers na nuvem que avalia 11 fornecedores com base em 32 critérios relacionados com as ofertas atuais, a estratégia e a presença no mercado. Proporciona uma visão geral e completa do mercado, e é um bom ponto de partida para as empresas que estão planejando migrar para a nuvem. Neste relatório, a Genesys é nomeada Líder e a plataforma Genesys® PureCloud® recebeu as pontuações mais altas em 17 critérios, incluindo arquitetura de produto, integração com sistemas CRM, estratégia corporativa e ecossistema de terceiros. Obtenha o relatório da Forrester e descubra: Por que as empresas líderes em serviços de atendimento ao cliente devem procurar fornecedores que ofereçam inteligência artificial, funções nativas de otimização da força de trabalho e suporte totalmente omnichannel Como estão posicionados os 11 fornecedores principais: líderes, forte desempenho, competidores ou desafiadores Por que a Genesys foi nomeada líder na avaliação do mercado de software para contact centers na nuvem [mktoform cta_header="Obtenha o Relatório" cta_button="Baixe Agora" ar_status="dynamic" ar_title_dynamic="custom" ar_url_dynamic="custom" ar_title="A Genesys foi nomeada Líder no Forrester Wave™: Contact centers na nuvem, 3º trimestre de 2018" ar_url="https://reprints.forrester.com/#/assets/2/333/RES142075/reports" cid_id="7010d000000mZve"] Genesys AltoCloud Personalize a Jornada do Cliente com Análise Preditiva, I.A. e Machine Learning [cutoff co_thick="2px"]Quando você pode prever as necessidades do cliente, pode proporcionar experiências que reduzem a frustração, aumentam a satisfação e geram melhores resultados para os seus negócios. Genesys Altocloud utiliza análises ao vivo com aprendizagem automática para proporcionar valiosos insights em tempo real sobre a experiência do cliente. Você pode prever o comportamento dos seus clientes, personalizar suas jornadas e utilizar o feedback para ajustar continuamente as análises a fim de atingir os resultados desejados. Faça o download deste conteúdo e saiba como aproveitar melhor suas análises preditivas para: Automatizar as respostas que otimizam as jornadas Identificar e gerar engajamento com os clientes antes que eles entrem em contato com a sua empresa Utilizar a análise preditiva e a aprendizagem automática para obter grandes resultados [mktoform cta_header="Faça o Download" cta_button="Leia Agora" ar_status="dynamic" cid_id="7010d000000ma3Y"] Destaques do estudo TEI da Forrester Economia de custos e benefícios de uma solução de contact center omnichannel na nuvem para empresas de pequeno e médio porte e novas implementações [cutoff co_thick="2px"]A grande vantagem das plataformas baseadas na nuvem é que se adaptam a organizações de qualquer tamanho e escalam com elas. Seja uma empresa de pequeno ou médio porte que procura melhorar as comunicações ou uma nova empresa que busca implementar uma plataforma que possa crescer com os negócios, as soluções na nuvem podem satisfazer todas as suas necessidades. Neste relatório resumido do estudo Total Economic Impact (TEI) da Forrester para Genesys PureCloud, você pode obter insights sobre os benefícios de escolher uma plataforma de contact center baseada na nuvem, incluindo: Evitar custos associados com a obsolescência das soluções ou a falta de escalabilidade Agentes mais produtivos Maior nível de retenção de funcionários e menor custo por rotatividade Menor tempo de inatividade da plataforma Aumento da receita Veja como fazer o certo desde o início coloca a sua empresa no caminho do sucesso. Faça o download dos destaques do relatório da Forrester e conheça os benefícios da plataforma PureCloud.[mktoform cta_header="LEIA OS DESTAQUES DO RELATÓRIO DA FORRESTER" cta_button="FAÇA DOWNLOAD AGORA" ar_status="dynamic" cid_id="7010B000001SVLR"] Destaques do estudo TEI da Forrester Economia de custos e benefícios de uma solução de contact center omnichannel baseada na nuvem para organizações que estão migrando de plataformas na nuvem menos avançadas [cutoff co_thick="2px"]Você não precisa mais se aborrecer com uma plataforma na nuvem de capacidade limitada. As plataformas de contact center modernas e baseadas na nuvem são ágeis e adaptáveis, assim você pode deixar suas preocupações de lado e optar por uma plataforma escalável que acompanha o crescimento de sua empresa. Neste resumo do estudo Total Economic Impact (TEI) da Forrester, você descobrirá como uma plataforma moderna pode melhorar os negócios da sua empresa por meio de: Redução de custos operacionais Otimização da produtividade e da retenção de colaboradores Redução do tempo de inatividade da plataforma Aumento da receita Não fique preso ao passado: saiba como atualizar sua plataforma na nuvem com capacidade limitada pode levar a sua empresa a um outro patamar. Faça o download dos destaques do relatório.[mktoform cta_header="LEIA OS DESTAQUES DO RELATÓRIO DA FORRESTER" cta_button="FAÇA DOWNLOAD AGORA" ar_status="dynamic" cid_id="7010B000001SVLW"] Destaques do estudo TEI da Forrester Economia de custos e benefícios de uma solução de contact center omnichannel e baseada na nuvem para organizações que estão migrando de soluções on-premise [cutoff co_thick="2px"]É difícil manter sua empresa funcionando com uma plataforma de contact center on-premise desatualizada. Migrar para uma solução de contact center omnichannel na nuvem é uma forma econômica de gerar crescimento nos negócios, modernizar a tecnologia e atender as constantes mudanças nas preferências dos clientes. Neste resumo do estudo Total Economic Impact (TEI) da Forrester, você descobrirá como a migração de um contact center on-premise desatualizado para uma solução baseada na nuvem pode: Reduzir custos Otimizar a produtividade e a retenção dos colaboradores Reduzir o tempo de inatividade da plataforma Aumentar a receita Não deixe que a sua infraestrutura desatualizada de contact center destrua o futuro da sua empresa. Faça o download dos destaques do relatório da Forrester para saber quanto pode ganhar com a plataforma PureCloud.[mktoform cta_header="LEIA OS DESTAQUES DO RELATÓRIO DA FORRESTER" cta_button="FAÇA DOWNLOAD AGORA" ar_status="dynamic" cid_id="7010B000001SVLb"] Estudo da Forrester [this_page_title] [cutoff co_thick="2px"]Historicamente, atualizar uma solução de contact center causa sempre um grande impacto financeiro. A solução Genesys PureCloud® foge do convencional com um ROI de 571% em três anos e um período de retorno do capital investido inferior a três meses. Neste estudo de impacto econômico total (TEI), a Forrester Consulting analisa os custos de implementação, benefícios, riscos associados e retorno sobre o investimento da plataforma PureCloud. A Forrester entrevistou clientes com anos de experiência no uso da plataforma na América do Norte, Europa e Ásia-Pacífico, com o objetivo de oferecer-lhes uma estrutura abrangente para avaliar esta solução de contact center omnichannel e baseada na nuvem. Faça o download do estudo completo da Forrester para saber mais sobre: Benefícios financeiros quantificados para os usuários Custos associados com o sistema Impacto econômico total da plataforma PureCloud [mktoform cta_header="FAÇA O DOWNLOAD DO ESTUDO DA FORRESTER" cta_button="FAÇA DOWNLOAD AGORA" ar_status="dynamic" cid_id="7010B000001STBo"] As Tecnologias de Inteligência Artificial Estão Revolucionando a Experiência do Cliente no Setor Financeiro [cutoff co_thick="2px"] A inteligência artificial (IA) finalmente saiu do laboratório e está sendo integrada cada vez mais em aplicações que usam conjuntos de dados complexos, de alto volume ou que exigem velocidade na aquisição, e o setor financeiro pode tirar grande proveito deste potencial. Na América Latina, a IA é cada vez mais usada para desenvolver aplicativos inteligentes que entendem as necessidades do usuário e se comportam de acordo com elas. Esse é apenas um dos exemplos de como as instituições financeiras estão aproveitando esta tecnologia para oferecer experiências memoráveis. Baixe o estudo da Genesys em conjunto com a Frost & Sullivan e saiba mais sobre: O papel da digitalização para o uso da IA em bancos e serviços financeiros O uso de IA para obter insights para melhorar a CX As principais tendências para provedores de serviços financeiros [mktoform cta_header="Leia o Conteúdo" cta_button="Leia Agora" ar_status="dynamic" cid_id="7010d000000mYB5"] O Relacionamento com o seu PABX Está Chegando ao Fim? Saiba Identificar os Sinais. [cutoff co_thick="2px"] Não deixe que a central telefônica da sua empresa impeça a sua expansão. Houve uma época em que os sistemas PABX forneciam as melhores comunicações empresariais, mas não foram projetados para se adaptar ao crescimento e às mudanças nos negócios. Agora, as plataformas na nuvem alteraram o cenário das comunicações corporativas. Seu sistema PABX desatualizado não é apenas inconveniente: ele está afetando a sua empresa. Este e-Book aborda os problemas comuns apresentados pelos sistemas PABX, bem como seu impacto nos negócios. Descubra como identificar os sinais de problemas nas suas comunicações empresariais, assim como os principais recursos que deve procurar em um novo sistema. Não deixe que o medo do desconhecido impeça a sua expansão. Faça o download do e-Book para saber mais sobre: Os principais sinais de aviso que deve procurar no seu PABX O impacto negativo de manter um sistema desatualizado Os benefícios oferecidos pelas ferramentas de comunicação modernas [mktoform cta_header="FAÇA O DOWNLOAD" cta_button="BAIXE O E-BOOK" ar_status="dynamic" cid_id="7010d000001G9Nk"] De Interações Inconsistentes a Jornadas do Cliente Cuidadosamente Projetadas Elimine jornadas fragmentadas com mapeamento baseado em dados [cutoff co_thick="2px"] À medida que o número de canais de comunicação continua crescendo, as jornadas dos clientes tornam-se cada vez mais fragmentadas e difíceis de entender. As empresas reconhecidas por proporcionar excelentes experiências aos clientes são aquelas que avaliam e otimizam as jornadas de forma constante e disciplinada. E isso começa com o mapeamento da jornada do cliente. Leia este resumo executivo para saber: Por que é importante evitar a desconexão entre as interações e criar jornadas do cliente baseadas em dados Quais são as jornadas do cliente mais importantes Como integrar os sistemas, processos e canais do contact center para otimizar as jornadas do cliente [mktoform cta_header="Faça o Download" cta_button="Baixe Agora" ar_status="dynamic" cid_id="7010d000001G9O4"] Desmistificando a Inteligência Artificial: Maximize os Resultados dos seus Negócios com a IA [cutoff co_thick="2px"] Os contact centers frequentemente formam grupos generalizados de agentes para distribuir o trabalho de maneira uniforme. Com o roteamento baseado em habilidades, você pode dar mais um passo e formar grupos especializados. No entanto, nenhuma dessas abordagens é suficientemente escalável para identificar todas as oportunidades e otimizar os resultados dos negócios. O roteamento preditivo utiliza a inteligência artificial (IA) e a aprendizagem automática para alcançar o equilíbrio perfeito: conectar o cliente com o melhor recurso e oferecer experiências personalizadas em todas as interações. Leia Desmistificando a Inteligência Artificial: Maximize os Resultados dos seus Negócios com a IA para saber como o roteamento preditivo de forma sistemática: Avalia os dados históricos e em tempo real para realizar previsões. Conecta o cliente com o melhor agente para obter os resultados desejados. Mantém o engagement dos colaboradores e reduz o tempo de atendimento. [mktoform cta_header="FAÇA O DOWNLOAD" cta_button="LEIA AGORA" ar_status="dynamic" cid_id="7010d000001G9Nu"] Inteligência Artificial: Amiga ou Inimiga do Serviço de Atendimento ao Cliente? [cutoff co_thick="2px"] Os aplicativos e dispositivos que funcionam com inteligência artificial (IA) pensam e agem de uma forma cada vez mais parecida com a dos seres humanos. Isso dá um enorme potencial à IA para tornar o serviço de atendimento ao cliente mais eficiente, simplificando a gestão de casos e outras tarefas previsíveis. Mas todo o barulho em torno da IA pode ser avassalador. Este documento do CustomerThink resume os resultados, as previsões e as diretrizes dos analistas e líderes do setor sobre o uso da IA no mercado do serviço de atendimento ao cliente: Por que as experiências dos clientes baseadas na fidelidade são tão importantes quanto melhorar a eficiência. Como garantir que o aumento da eficiência não prejudique os objetivos de experiência do cliente. Como a Blended AI facilita a transição entre a IA e os seres humanos, segundo as necessidades dos clientes. Cinco passos táticos para implementar adequadamente sua estratégia de experiência do cliente com IA. Conheça as opiniões dos analistas no último artigo do CustomerThink, Inteligência Artificial: Amiga ou Inimiga do Serviço de Atendimento ao Cliente? [mktoform cta_header="FAÇA O DOWNLOAD" cta_button="LEIA AGORA" ar_status="dynamic" cid_id="7010d000001G9OJ"] Seis Dicas para Preparar a sua Empresa de Pequeno ou Médio Porte para o Futuro [cutoff co_thick="2px"] As empresas de pequeno e médio porte têm características particulares que são uma vantagem em relação às grandes empresas: são adaptáveis e mais capazes de crescer e mudar com a tecnologia. À medida que as recentes inovações continuem alterando a forma de fazer negócios, as pequenas e médias empresas, que são mais ágeis por natureza, poderão incorporá-las com mais rapidez do que as grandes empresas. Deste modo, poderão estar na vanguarda e garantir seu sucesso hoje e no futuro. Faça o download deste conteúdo e descubra como a tecnologia pode: Fazer com que as pequenas e médias empresas se destaquem nos seus respectivos setores Fazer com que os pontos fortes sejam aproveitados e modificar a percepção dos pontos fracos Incorporar as mudanças e as utiliza a seu favor [mktoform cta_header="FAÇA O DOWNLOAD" cta_button="LEIA AGORA" ar_status="dynamic" cid_id="7010d000001G9OO"] Como inovar e evoluir a tecnologia para transformar a experiência do cliente no setor de saúde [cutoff co_thick="2px"] O setor de saúde enfrenta uma grande transformação digital, e o impacto das inovações deve gerar uma série de mudanças nos modelos tradicionais, exigindo um foco maior no paciente e em suas necessidades. Diante deste cenário, é fundamental que as operadoras de planos de saúde analisem e repensem cada aspecto de seus negócios para se adaptarem às novas tendências como a alavancagem da tecnologia digital, mídias sociais, smartphones, internet das coisas, e o aumento da análise de big data. Baixe o conteúdo da Genesys e da Frost & Sullivan e conheça: As macro tendências que vão impactar a indústria de seguros de saúde na América Latina O cenário atual de inovação nos planos de saúde As três principais previsões para o setor [mktoform cta_header="FAÇA O DOWNLOAD" cta_button="BAIXE AGORA" ar_status="dynamic" cid_id="7010d000001G9Pb"] A cura para os desafios da experiência do cliente no setor de saúde [cutoff co_thick="2px"] Para enfrentar os principais desafios do setor de saúde na América Latina, as empresas da região vão ter de criar produtos, serviços e maneiras de interagir com os clientes. No entanto, as organizações acabam enfrentando uma série de obstáculos ao fazer isso. A principal barreira é o medo de não cumprir com as leis nacionais ou regionais, desde possíveis violações e regulamentações locais, até a preocupação com publicações negativas nas redes sociais e a manutenção da confidencialidade na prescrição dos medicamentos. Baixe nosso e-book e saiba mais sobre os principais desafios enfrentados pelo setor de saúde e como o investimento na digitalização do atendimento ao cliente pode fazer a diferença. [mktoform cta_header="Leia o e-book" cta_button="Faça o download" ar_status="dynamic" cid_id="7010d000001G8Iz"] [this_page_title] Como as Soluções Baseadas na Nuvem Estão Transformando os Contato Centers na América Latina e no Mundo [cutoff co_thick="2px"] Para continuar sendo competitivas em um mundo cada vez mais centrado no cliente, as organizações de médio porte devem realizar a transformação digital dos seus contact centers. A IDC entrevistou empresas de 27 países, incluindo quatro da América Latina, com o objetivo de analisar a dinâmica atual do mercado em relação aos aplicativos de atendimento ao cliente na nuvem. Oitenta e cinco por cento das empresas entrevistadas estão na categoria de contact centers pequenos a médios, com 300 posições de atendimento ou menos. Obtenha este documento para conhecer os resultados da América Latina e informação importante, incluindo: Oitenta e cinco por cento das empresas latino-americanas entrevistadas utilizam soluções de contact center baseadas na nuvem ou estão a ponto de implementá-las Apenas 19% afirmaram que usam um ambiente na nuvem pública atualmente As motivações, os benefícios e os desafios na hora de adotar soluções de contact center na nuvem [mktoform cta_header="Obtenha o Estudo da IDC" cta_button="Faça o Download Agora!" ar_status="dynamic" cid_id="7010d000001G9TJ"] [this_page_title] [cutoff co_thick="2px"] Não importa se você deseja substituir uma solução de contact center antiga ou desatualizada ou se está transformando sua estratégia de experiência do cliente, a plataforma PureCloud by Genesys oferece resultados rápidos e ajuda a sua empresa a proporcionar experiências do cliente de última geração. Este resumo executivo analisa como PureCloud pode ajudá-lo a: Conectar os silos de dados para otimizar a colaboração através do chat, vídeo e chamadas com uma solução all-in-one Adicionar novos recursos instantaneamente, porque o PureCloud é uma verdadeira solução nativa na nuvem 2.0, desenvolvida com arquitetura de microsserviços Entrar em funcionamento em dias, e não em meses, usando as melhores práticas integradas e diversas opções de implementação [mktoform cta_header="Baixe o Resumo Executivo" cta_button="FAÇA O DOWNLOAD" landing_id="65616" cid_id="7010B000001SfpV"] [this_page_title] Personalização Extrema, Experiências Imersivas, Mobilidade e Robotização [cutoff co_thick="2px"] O setor varejista está passando por uma transformação profunda impulsionada pelo grande número de tecnologias que surgem no mercado. A Frost & Sullivan identificou seis tecnologias que estão impactando diretamente o setor varejista e que serão essenciais para o varejo nos próximos anos dentre elas: Inteligência Artificial e Robotização, Mobilidade e Wearables, Internet das coisas (IoT) e Realidade Virtual. Leia este estudo da Frost & Sullivan e aprenda: O cenário do varejo na atualidade A nova abordagem do marketing para o setor Principais tecnologias por trás da transformação no setor Como a CX está inovando para atender a demanda dos consumidores Para saber mais sobre o que está por trás da transformação da experiência do cliente no varejo dentre outros, baixe o estudo da Genesys e da Frost & Sullivan. [mktoform cta_header="ACESSE O CONTEÚDO" cta_button="BAIXE AGORA" ar_status="dynamic" cid_id="7010B000001SeFF"] [this_page_title] [cutoff co_thick="2px"] A quantidade de empresas que terceirizam mais da metade das suas posições de atendimento vai duplicar nos próximos anos. A informação é de um estudo produzido pela Frost & Sullivan, que revelou também que este mercado deve crescer consideravelmente nos próximos anos, em especial, nas atividades de atendimento ao cliente. Diante de um cenário altamente competitivo e variado, os responsáveis pela tomada de decisão nas empresas precisam avaliar cuidadosamente os BPOs para escolher os melhores fornecedores de serviços de contact center. Baixe o whitepaper da Genesys e da Frost & Sullivan e descubra: Quais são os critérios chaves para selecionar um fornecedor de serviços de contact center Quais são as tecnologias mais importantes para melhorar a experiência do cliente Como os BPOs podem manter a competitividade [mktoform cta_header="ACESSE O CONTEÚDO" cta_button="BAIXE AGORA" ar_status="dynamic" cid_id="7010B000001ScQu"] [this_page_title] Mercado de outsourcing deve crescer a uma taxa anual de 9% até 2021 [cutoff co_thick="2px"] O mercado de outsourcing de contact center tem crescido na América Latina, apesar do difícil momento econômico enfrentado pelos países da região. As empresas deste setor, no entanto, enfrentam uma série de desafios para se destacar em um ambiente cada vez mais competitivo, em que as novas tecnologias e as crescentes expectativas dos clientes oferecem novos caminhos para se diferenciar. Sabia que hoje 72% dos consumidores esperam que as empresas tenham o histórico de todas as suas interações, seja qual for o meio? Saiba mais no e-book sobre os principais desafios das empresas de outsourcing de contact center na região. [mktoform cta_header="Leia o Ebook" cta_button="Faça o Download" ar_status="dynamic" cid_id="7010d000000mgQF"] [this_page_title] A Blended AI é o futuro do serviço de atendimento ao cliente [cutoff co_thick="2px"] A Blended AI está transformando as empresas e aumentando a eficiência e a produtividade dos colaboradores. Também fornece uma compreensão mais profunda dos clientes, de suas jornadas e comportamentos. Mas a IA também pode ser uma experiência disruptiva para todas as partes interessadas à medida que você a implementa na empresa. Por isso é importante que as empresas compreendam seu impacto geral, para que a transformação ocorra sem problemas. Como a Blended AI está sendo utilizada em todos os setores, entender seu impacto nas operações ajudará a sua empresa a estar mais preparada para dar-lhe suporte. Este relatório da Forrester descreve a Blended AI, a tecnologia que combina a automação com o poder do toque humano para oferecer uma ótima experiência do cliente. Faça o download do relatório da Forrester sobre Blended AI e: Conheça as últimas tendências em inteligência artificial Compreenda o modelo da Blended AI Entenda os efeitos do fator humano [mktoform cta_header="OBTENHA O RELATÓRIO" cta_button="Faça o Download" ar_status="dynamic" cid_id="7010B000001SYjE"] [this_page_title] A Importância do Atendimento Omnichannel para o Crescimento do E-Commerce na América Latina [cutoff co_thick="2px"] A Importância do Atendimento Omnichannel para o Crescimento do E-Commerce na América Latina Sabia que hoje existem 372 milhões de dispositivos móveis na América Latina, e pelo menos metade dos usuários usam os smartphones para buscar produtos ou comparar preços? Esse é apenas um dos dados que demonstram o grande potencial do e-commerce na região. Além das vendas por dispositivos móveis e do aumento no acesso à internet, o conceito do atendimento omnichannel também tido um importante impacto no crescimento do setor na América Latina. Veja neste infográfico as tendências de atendimento e o potencial do e-commerce na América Latina. [mktoform cta_header="Baixe o Ebook" cta_button="Baixe Agora!" ar_status="dynamic" cid_id="7010B000001SUVa"] [this_page_title] Combine a IA com a intervenção humana para melhorar a satisfação dos clientes e dos agentes [cutoff co_thick="2px"] A inteligência artificial (AI) não pode proporcionar o toque humano, mas pode aliviar a carga de trabalho de seus agentes, principalmente quando se trata de resolver tarefas simples e repetitivas. Um documento recente da Forrester Consulting oferece uma mirada pontual e independente sobre os pontos fortes e fracos da IA e dos recursos humanos, mas também demonstra que, ao combiná-los, sua empresa pode oferecer a experiência consistente de ponta a ponta que seus clientes esperam. Veja como as empresas de todo o mundo estão utilizando a IA para melhorar o atendimento ao cliente e obter novas fontes de receita, como superaram os desafios que surgiram e saiba por que é tão útil adotar uma solução que combina IA com agentes. Faça download do documento para conhecer as três principais recomendações sobre o uso da IA para melhorar a produtividade dos agente e a satisfação de agentes e clientes. [mktoform cta_header="OBTENHA O RELATÓRIO" cta_button="Faça o Download!" landing_id="63042" cid_id="7010B000001SUEt"] Bem-Vindo ao Genesys Cloud [cutoff co_thick="2px"]Você procura uma solução que facilita o relacionamento entre seu agente e seu cliente? Veja como nossa plataforma toda em um na nuvem pode ajudar. O Genesys Cloud integra voz, e mail, chat e twitter em uma única plataforma, dando ao seu cliente uma experiência completamente omnichannel e sem interrupções. Chega de call centers desatualizados, a Genesys providencia um contact center 100% a prova do futuro. Conecte agentes, clientes e todos os seus canais em uma só plataforma. Empodere seus agentes com uma ferramenta que gera fidelidade Remova a complexidade do seu contact center e crie experiências consistentes Não acredita? Assista nossa demo e veja porque fomos eleita Nº1 Pelo Gartner 9 anos consecutivos.[mktoform cta_header="Assista ao Video" cta_button="Assista agora" ar_status="dynamic" cid_id="7010B000001STh6"] [this_page_title] [cutoff co_thick="2px"] Um documento anterior, “A New Definition of Workforce Management" (Uma nova definição de gestão da força de trabalho), menciona a teoria das "duas facetas" das operações dos contact centers: a necessidade de contar com a quantidade adequada de colaboradores e a possibilidade de utilizá-los eficazmente. Essas atividades são igualmente importantes, pois ajudam o contact center a atingir seus objetivos financeiros e de serviço. Como a maioria dos contact centers tendem a enfatizar a gestão e o planejamento a curto prazo, o foco aqui estará no processo de planejamento estratégico de longo prazo. Este white paper ajudará a entender: A importância da mudança no planejamento estratégico O valor da velocidade no processo de planejamento estratégico O papel da gestão da força de trabalho no processo de planejamento estratégico [mktoform cta_header="Obtenha o Whitepaper" cta_button="Faça o Download AGORA!" landing_id="61945" cid_id="7010B000001SMV5"] O contact center omnichannel é uma poderosa ferramenta para aumentar as vendas, mas as lojas on-line da Grécia ainda o ignoram [cutoff co_thick="2px"]As lojas on-line gregas não estão se preparando para aumentar o lucro, porque não se comunicam proativamente com seus clientes com maior capacidade econômica que colocam os produtos no carrinho. E o resultado é que eles não completam a operação de compra. Além disso, os varejistas não sabem nada sobre esses potenciais clientes, porque não investigam seu comportamento durante o processo de compra. A Genesys realizou um estudo no mercado grego com 119 dos varejistas on-line e híbridos mais importantes do país registrando-se em seus sites, deixando um número de telefone e e-mail para contato, realizando compras de mercadorias por aproximadamente € 220 e depois abandonando o carrinho de compras. Apenas 14% dos varejistas se comunicaram com o cliente dentro das 24 horas e 86% nunca se comunicaram, inclusive dentro do prazo de uma semana. 92% dos varejistas disseram que não dispunham de visibilidade do carrinho de compras abandonado e por isso não poderiam responder perguntas ou esclarecer alguma dúvida sobre as especificações dos produtos, o que poderia ajudar a fechar a venda. Apenas 14% das lojas ofereceram ao cliente uma sessão de chat ativo. Se você quiser obter uma análise mais detalhada dos resultados e saber o que pode fazer para que os clientes completem as compras on-line ou como vender-lhes mais, faça download deste estudo. [mktoform cta_header="Veja os Resultados!" cta_button="Faça o Download" ar_status="dynamic" cid_id="7010B000001SMq3"] Dez fatores que devem ser considerados na hora de migrar seu contact center para a nuvem Migre seu contact center para a nuvem com total confiança [cutoff co_thick="2px"]A maturidade das plataformas na nuvem faz com que as empresas se sintam seguras para migrar seus sistemas críticos para a nuvem a fim de obter mais agilidade, escalabilidade e redução dos custos. Como a sua empresa pode obter esses benefícios? Quais são os passos necessários para iniciar a inevitável migração de seu contact center para a nuvem? Escolher o parceiro certo garantirá o seu sucesso na nuvem. Mas você sabe como encontrar o parceiro mais adequado para ajudá-lo nesse processo? Este e-Book apresenta dez fatores essenciais que devem ser levados em consideração na hora de migrar seu contact center para a nuvem. Ter uma ideia clara dos requerimentos de sua empresa, das capacidades e da adequação cultural de seu potencial parceiro pode ajudá-lo a obter grandes benefícios e a atingir seus objetivos empresariais a longo prazo. [mktoform cta_header="Obtenha o Ebook Hoje Mesmo!" cta_button="Faça o Download" ar_status="dynamic" cid_id="7010B000001SMqS"] Sete passos para implementar o autoatendimento omnichannel: personalize-o [cutoff co_thick="2px"]A automação desempenha um papel vital na hora de habilitar experiências de autoatendimento omnichannel, mas os chatbots por si só não conseguem entender tudo o que devem fazer nem executar todas as tarefas necessárias para que a experiência do cliente seja excepcional. A combinação de IA e automação gera uma transição perfeita entre bots e agentes ao vivo – e uma experiência muito melhor para os seus clientes. Você não sabe por onde começar? Conheça os sete passos-chave para controlar os custos e satisfazer as expectativas dos clientes: Duplique o autoatendimento com personalização e customer personas Empodere os usuários corporativos para que realizem mudanças rápidas em seu sistema URA Utilize os canais de autoatendimento para oferecer acesso rápido a novos produtos [mktoform cta_header="Faça o Download Agora" cta_button="Acesse o Conteúdo" ar_status="dynamic" cid_id="7010B000001SMzK"] Conheça a Kate, A Assistente Virtual da Genesys e Saiba Como Inteligência Artificial pode revolucionar a sua CX [cutoff co_thick="2px"]Embora a inteligência artificial exista há muitos anos, foi somente no ano passado que surgiram verdadeiros aplicativos empresariais no mercado de experiência do cliente, com a automação das tarefas por meio de robôs digitais ou bots. A proposta da Genesys para esse cenário é Kate, a assistente virtual que pode resolver problemas dos clientes e ajudar a equipe de atendimento a oferecer uma melhor experiência. Para isso, Kate combina bots com inteligência artificial, bots de diálogo, aprendizagem automática, microaplicativos e integração com agentes humanos para que as empresas possam oferecer experiências personalizadas, proativas e preditivas. Baixe o resumo executivo e veja como Kate melhora a experiência do cliente dando apoio a áreas de atendimento ao longo da jornada do usuário. [mktoform cta_header="FAÇA O DOWNLOAD AGORA" cta_button="ACESSE O CONTEÚDO" ar_status="dynamic" cid_id="7010B000001SN24"] Canais alternativos para gerar engagement com os clientes do futuro [cutoff co_thick="2px"] Com a rápida incorporação de novos canais de comunicação, é cada vez mais difícil para as empresas compreender e implementar um customer engagement tão multifacetado e desafiador como o atual. Agora, já não é suficiente oferecer experiências do cliente multicanal ou sobre múltiplos canais. É necessário desenvolver uma estratégia unificada de customer engagement omnichannel para que a jornada do cliente seja consistente e sem interrupções em todos os canais. Até 2020, mais de 25% das empresas que procurem implementar uma estratégia como essa enfrentarão problemas de diversos tipos: políticos, organizacionais e também com as pessoas. Embora a maioria das empresas esteja trabalhando para alcançar uma estratégia unificada de customer engagement omnichannel, há obstáculos significativos que devem ser superados. No entanto, passar de uma experiência do cliente desconectada para outra verdadeiramente unificada é um passo importante para manter a vantagem competitiva no mercado. Leia esse relatório para saber mais sobre: Impactos e recomendações para implementar uma estratégia unificada de customer engagement omnichannel As quatro formas de integrar os silos do customer engagement Como utilizar as técnicas de comunicação, colaboração, influência e governança para eliminar as barreiras e oferecer uma verdadeira experiência omnichannel ao cliente .gartner-laptop-resource-image { width: 100%; margin: 0 auto; max-width: 592px; margin-bottom: 1em; } .gartner-laptop-resource-image img { width: 100%; height: auto; } [mktoform cta_header="Faça o Download Agora" cta_button="Obtenha o Ebook Agora!" landing_id="62010" cid_id="7010B000001SMqr"] A Genesys foi nomeada líder na Matriz de Decisão da Ovum Como selecionar uma solução de contact center multicanal na nuvem, 2017-18 [cutoff co_thick="2px"]Com a variedade de opções oferecidas por um mercado de contact centers na nuvem em rápida evolução, encontrar a solução mais adequada para a sua empresa é um verdadeiro desafio. Compare facilmente os fornecedores líderes de soluções para contact centers na Matriz de Decisão da Ovum para poder selecionar uma solução multicanal na nuvem, 2017-18, que ofereça roteamento de chamadas e atendimento ao cliente multicanal 100% na nuvem. Saiba por que a Genesys é líder mundial em soluções para contact centers de todos os tamanhos e setores. Leia o relatório da Ovum para: Comparar soluções de contact center na nuvem com base na solidez da plataforma tecnológica Avaliar os fornecedores de acordo com sua capacidade para lidar com interações multicanal e conectar os dados dos clientes e empresas através de ferramentas de análise de dados Compreender o impacto de cada fornecedor no mercado e descobrir por que a Genesys foi nomeada líder [mktoform cta_header="Obtenha a Matriz de Decisão da Ovum" cta_button="Faça o Download Agora!" ar_status="dynamic" cid_id="7010B000001SNTF"] Como se Tornar uma Empresa Icônica e Alcançar a Excelência em CX [cutoff co_thick="2px"]É essencial para as empresas globais que procuram manter altos níveis de CX e de valor da marca implementar e administrar uma suíte completa de tecnologias de experiência do cliente. No entanto, o que distingue os líderes em CX dos demais é que evitam o impulso de implementar soluções tecnológicas para resolver problemas de eficiência. As novas tecnologias devem estar acompanhadas pelos respectivos investimentos em recursos humanos. Este é o resultado de uma pesquisa global com mais de 550 executivos de alto nível, realizada pelo MIT Technology Review, que analisa as pressões que levam à adoção de determinados processos de experiência do cliente, e as ferramentas e estratégias que utilizam para superar esses desafios e melhorar o customer engagement de forma contínua. Leia o relatório e conheça: As estratégias que diferenciam uma empresa icônica das outras empresas Como as estratégias variam nas diferentes regiões em função da maturidade e das expectativas dos clientes A gestão da inovação e a adoção de tecnologia no futuro O que significa manter-se icônica utilizando talento e tecnologia [mktoform cta_header="OBTENHA O RELATÓRIO" cta_button="FAÇA DOWNLOAD AGORA" ar_status="dynamic" cid_id="7010B000001SNhH"] A Inteligência Artificial no Mundo Digital. Reduzindo o Esforço do Cliente ao Mínimo [cutoff co_thick="2px"]A sofisticação do cliente é, sem dúvida, um dos principais desafios que as empresas modernas precisam resolver. E diversas pesquisas têm mostrado que o nível de esforço que um cliente deve investir para interagir com uma marca é tão crítico quanto seu nível de satisfação. A inteligência artificial é uma das tecnologias que está trazendo disrupções em diversos âmbitos. A consolidação dos agentes virtuais inteligentes ou chatbots, por exemplo, permite alcançar objetivos diversos para otimizar a CX e oferecer respostas rápidas, consistentes e de fácil alcance para os clientes. Baixe o relatório da Frost & Sullivan e Genesys e saiba mais. [mktoform cta_header="Baixe o Relatório" cta_button="Leia o Relatório" landing_id="62002" cid_id="7010B000001SMSk"] Blended AI para a experiência do cliente Os bots e a automação combinado com o poder do toque humano [cutoff co_thick="2px"]É realmente surpreendente a velocidade com que a inteligência artificial (IA) pode lidar com solicitações simples e automatizar as conversações. Mas as soluções de IA não são suficientes para entregar as melhores experiências do cliente. As emoções humanas muitas vezes exigem o toque humano que somente um agente ao vivo pode oferecer. Kate, a IA de experiência do cliente da Genesys, combinada com o poder do toque humano, pode melhorar a experiência do cliente, empoderar seus colaboradores e reduzir os custos drasticamente. Esta combinação perfeita entre tecnologia de IA e toque humano, o "Blended AI by Genesys", permite compreender e abarcar toda a jornada do cliente para obter os melhores resultados possíveis. Faça o download do e-book e descubra como Kate e Blended AI podem ajudá-lo a: Personalizar o autoatendimento Conectar as conversações do cliente Criar experiências mais inteligentes para os agentes Começar aos poucos e realizar implementações rapidamente com microaplicativos [mktoform cta_header="FAÇA O DOWNLOAD AGORA" cta_button="FAÇA O DOWNLOAD" ar_status="dynamic" cid_id="7010B000001SLep"] Repensando o Roteamento Baseado em Filas em um Mundo Digital [cutoff co_thick="2px"]O roteamento baseado em filas foi o modelo de eficiência quando foi introduzido há mais de 40 anos atrás. Com o lançamento de canais digitais e de autoatendimento e com clientes que usam múltiplos canais (muitas vezes na mesma interação), esta abordagem hoje é insuficiente para os contact centers. O roteamento do contact center é a base da entrega de experiências do cliente personalizadas e omnichannel e do engagement de funcionários. É hora de repensar o status quo e as práticas de direcionamento de chamadas para o agente mais qualificado. Leia este conteúdo e saiba como: Superar as limitações do roteamento baseado em fila com o verdadeiro roteamento Omnichannel Desenhar jornadas do cliente personalizadas de ponta a ponta Direcionar os clientes para o agente disponível mais adequado no momento certo e em todos os canais [mktoform cta_header="Faça o Download Agora" cta_button="Acesse o Conteúdo" ar_status="dynamic" cid_id="7010B000001SKAe"] Roadmap para o customer engagement omnichannel [cutoff co_thick="2px"]O que antes era um call center fácil de administrar tornou-se um mosaico de canais digitais e de voz desconectados e difíceis de controlar, com soluções fornecidas por diferentes fornecedores que geram complexidade técnica e experiências fragmentadas para os clientes. Este resumo executivo fornece orientações sobre como: Adotar um sistema de engagement para o atendimento ao cliente omnichannel Implementar uma plataforma de experiência do cliente como base para otimizar os canais de autoatendimento e de atendimento assistido por agentes Oferecer as experiências personalizadas que os clientes tecnológicos de hoje esperam [mktoform cta_header="CONFIRA HOJE MESMO!" cta_button="OBTENHA AGORA!" ar_status="dynamic" cid_id="7010B000001SMAC"] Qual é o Modelo de Contato Center Mais Adequado para a sua Empresa? Nuvem, On-Premise ou Híbrido? [cutoff co_thick="2px"] Se você está procurando o modelo de implementação mais adequado para seu contact center, estas recomendações podem ajudá-lo a escolher a melhor solução – na nuvem, on-premise ou híbrida – para a sua empresa. Alguns anos atrás, muitas empresas ainda não estavam seguras em relação à viabilidade de migrar seus contact centers e outros sistemas para a nuvem. Desde então, a redução de custos oferecida pela nuvem, o correspondente aumento da segurança e o baixo custo de implementação estão atraindo cada vez mais empresas. Este e-Book mostra como diferentes critérios podem afetar a escolha entre um contact center na nuvem ou on-premise: O tamanho do contact center e os requisitos de negócios, como a gestão da jornada do cliente A localização e a quantidade de contact centers que devem ser administrados A necessidade de escalabilidade, velocidade de implementação e requerimentos de manutenção Leia o e-Book hoje mesmo! [mktoform cta_header="Faça o Download Agora" cta_button="Acesse o E-book" ar_status="dynamic" cid_id="7010B000001SK8T"] O Papel da Nuvem na Transformação Digital de Contact Centers na América Latina [cutoff co_thick="2px"]Cada vez mais empresas na América Latina estão reconhecendo os benefícios da nuvem para reduzir custos e aumentar a eficiência operacional dos contact centers. A tecnologia tem desempenhado um papel cada vez mais importante na preparação da empresa para a transformação digital. Segundo relatório da Forrester publicado pela Genesys, empresas que migraram seus contact centers para a nuvem obtiveram vários benefícios, como o aumento da satisfação do cliente e a gestão mais simples e eficiente dos contact centers distribuídos. Baixe este conteúdo da Genesys e saiba mais sobre: O mercado de nuvem na América Latina Os benefícios de substituir seu call center antigo por um contact center omnichannel na nuvem Como o PureCloud pode ajudá-lo a oferecer o melhor customer engagement [mktoform cta_header="Faça o Download Agora!" cta_button="Baixe o Conteúdo" landing_id="61651" cid_id="7010B000001SKeZ"] Como Solucionar o Caos no Desktop do Agente [cutoff co_thick="2px"]É possível solucionar o caos no desktop do agente. De fato, unificar as dezenas de aplicativos que os agentes do contact center utilizam em um só lugar pode consolidar a informação do cliente e melhorar a CX. Um desktop tudo-em-um é a base para tornar-se uma organização digitalmente madura e centrada no cliente, principalmente como parte de uma estratégia de engagement omnichannel mais abrangente. Pensar em uma solução unificada de desktop não é pensar apenas no presente, mas também no futuro do seu negócio. Leia este e-Book para saber mais sobre: Como atingir a jornada "ideal" através de uma visão consolidada de todos os canais de contato com o cliente Como selecionar as ferramentas certas para empoderar os seus colaboradores e ao mesmo tempo, combinar as preferências do cliente e seus objetivos de negócios específicos Os benefícios oferecidos por desktop tudo-em-um para sua estratégia omnichannel [mktoform cta_header="FAÇA DOWNLOAD AGORA" cta_button="OBTENHA O E-BOOK" ar_status="dynamic" cid_id="7010B000001gMIv"] O Guia do Omnichannel Customer Engagement [cutoff co_thick="2px"]Embora os clientes de hoje interajam com a sua marca através de diversos canais, eles querem apenas uma coisa da sua empresa: uma experiência consistente. Como os canais digitais estão disponíveis para os consumidores durante 24 horas por dia nos 7 dias da semana, é fundamental que os fornecedores de serviços de contact center contem com uma estratégia omnichannel que permita criar experiências perfeitas e contextualizadas através do canal que o cliente escolha para interagir com a organização. Leia este e-Book para saber mais sobre: Os três passos essenciais para conseguir o omnichannel customer engagement As ferramentas que permitirão realizar transições convenientes e sem interrupções entre canais Os benefícios de ter visibilidade em tempo real de todos os tipos de interações, incluindo os canais digitais e de voz [mktoform cta_header="FAÇA DOWNLOAD AGORA" cta_button="OBTENHA O E-BOOK HOJE MESMO!" ar_status="dynamic" cid_id="7010B000001gMJ0"] O Impacto da Transformação Digital no Setor Bancário e de Serviços Financeiros [cutoff co_thick="2px"]Historicamente pioneiras na hora de adotar novas tecnologias, as instituições bancárias e de serviços financeiros investiram fortemente em uma infraestrutura complexa que hoje é difícil de atualizar. Atualmente este setor está sendo transformado por várias tecnologias que estão gerando importantes benefícios para empresas e consumidores. A perfeita conjunção entre inovação tecnológica e processos operacionais otimizados é o que vai permitir a consolidação das finanças inteligentes. Baixe o relatório da Frost & Sullivan e descubra: O impacto das fintechs para a experiência do cliente na indústria bancária Como bancos e instituições tradicionais podem se diferenciar e melhorar a CX Fundamentos para garantir uma experiência do cliente digital satisfatória [mktoform cta_header="OBTENHA O CONTEÚDO" cta_button="FAÇA O DOWNLOAD AGORA!" landing_id="61530" cid_id="7010B000001SK3Y"] Sete passos para proporcionar um serviço de atendimento digital de última geração [cutoff co_thick="2px"]Os contact centers modernos proporcionam suporte a uma variedade de canais digitais – e-mail, chat, conavegação, redes sociais e vídeo – através de múltiplos pontos de contato digitais (na web ou em dispositivos móveis). Mas carecem da capacidade de vincular as interações em uma jornada passo a passo para proporcionar uma experiência pessoal e contextualizada para cada cliente. Faça o download deste e-book. E descubra como: Projetar uma estratégia bem-sucedida de customer engagement digital Oferecer aos agentes uma visão de 360 graus da jornada do cliente em todos os canais digitais e de voz Proporcionar experiências on-line personalizadas, baseadas no contexto e que exijam baixo nível de esforço [mktoform cta_header="Faça o Download" cta_button="Baixar" landing_id="60514" cid_id="701U0000001fNMa"] A Nuvem e a Modernização do Contato Center [cutoff co_thick="2px"]Um novo cenário competitivo está levando empresas latino-americanas de todas os setores a revisarem seus padrões e processos, e a investirem em transformações profundas que lhes permitam vencer os novos desafios. O caminho da transformação dos contact centers pode tomar diferentes formas, e cada vez mais empresas estão aproveitando os benefícios da nuvem, como modelo de pagamentos recorrentes, elasticidade e flexibilidade, menor custo total de propriedade, rápido tempo de implementação e atualização e possibilidade de focar apenas no negócio principal. Baixe o relatório da Frost & Sullivan e da Genesys e saiba mais sobre: O caminho para o consumidor moderno A transformação da CX A evolução da nuvem na América Latina Os benefícios do PureCloud [mktoform cta_header="OBTENHA O CONTEÚDO" cta_button="BAIXE AGORA!" ar_status="dynamic" cid_id="7010B000001SJi2"] Desfazendo os 10 mitos mais comuns do customer engagement omnichannel [cutoff co_thick="2px"] Os call centers de ontem evoluíram e se tornaram contact centers multicanal, e alguns se transformaram em centros de engagement omnichannel. Entender a diferença entre "multicanal" e "omnichannel" é a chave para planejar e proporcionar a experiência omnichannel que os clientes tecnológicos de hoje esperam. Leia este e-Book. Analisa em profundidade os 10 principais mitos do customer engagement omnichannel, incluindo: Um contact center multicanal é igual a um contact center omnichannel O engagement omnichannel é responsabilidade das soluções de CRM Implementar o customer engagement omnichannel é demasiado caro [mktoform cta_header="E-BOOK GRÁTIS" cta_button="Faça o download agora!" ar_status="dynamic" cid_id="7010B000001SG3g"] As plataformas de experiência do cliente não são todas iguais [cutoff co_thick="2px"]Escolher a tecnologia certa para projetar e orquestrar o customer engagement em todos os canais digitais e de voz é fundamental para atender às expectativas dos clientes que desejam experiências omnichannel sem esforço. Leia este e-book para saber como: Modernizar a infraestrutura de seu contact center, aumentar a eficiência da força de trabalho e proporcionar experiências do cliente personalizadas Orquestrar jornadas omnichannel para seus clientes com uma única plataforma para todos os canais de voz e digitais Avaliar as cinco capacidades mais importantes de uma plataforma CX [mktoform cta_header="E-BOOK GRÁTIS" cta_button="Faça o download agora!" ar_status="dynamic" cid_id="7010B000001SG3l"] Cinco requisitos básicos para proporcionar experiências do cliente excepcionais em uma era ultraconectada [cutoff co_thick="2px"]Hoje, os clientes esperam que o serviço de atendimento esteja tão conectado como eles estão. Se você não consegue proporcionar-lhes uma experiência sem interrupções nem adicionar canais digitais, como os aplicativos móveis, as redes sociais e a web, está correndo o risco de ficar para trás. Algumas empresas tentam adotar uma estratégia omnichannel utilizando tecnologias obsoletas e um emaranhado de soluções individuais coladas com fita adesiva. Mas esse não precisa ser o seu caso. Leia este e-Book para descobrir: Que forçar a incorporação de mais canais em uma infraestrutura antiga não é, com certeza, a abordagem correta. Como criar uma experiência do cliente preparada para o futuro. Como otimizar os indicadores e reduzir os custos operacionais com o uso de uma abordagem integrada. [mktoform cta_header="E-BOOK GRÁTIS" cta_button="Faça o download agora!" ar_status="dynamic" cid_id="7010B000001SG3W"] O Papel dos Consumidores na Transformação do Setor de Saúde [cutoff co_thick="2px"]A digitalização dos serviços de saúde traz novas oportunidades de crescimento para participantes de uma ampla gama de áreas, dada a complexidade da cadeia de valor das soluções digitais de saúde. A mudança das dinâmicas do mercado vai abrir caminho para sistemas de assistência mais eficientes, clinicamente integrados e descentralizados, que vão servir consumidores empoderados e que valorizam a conveniência e a personalização. Baixe o whitepaper da Frost & Sullivan e da Genesys e descubra: Previsões da indústria de saúde na América Latina Fatores transformando o setor de saúde Seis grandes temas para a inovação de modelos de negócio no setor de saúde Estratégias para construir uma nova cultura de saúde [mktoform cta_header="Acesse o Conteúdo" cta_button="Faça o Download Agora" ar_status="dynamic" cid_id="7010B000001gMso"] 5 Maneiras que o Verdadeiro Roteamento Omnichannel pode Melhorar a Experiência do Cliente [cutoff co_thick="2px"]Por unanimidade a experiência do cliente tornou-se o diferencial competitivo mais poderoso em todas as indústrias. Na verdade, 78% das empresas reconhecem a experiência do cliente como sua medida de desempenho estratégico mais importante, de acordo com um recente Relatório Global de Contato Centre Benchmarking da Dimension Data. Com as expectativas dos clientes atingindo novos patamares, toda interação com sua marca deve ser conveniente, sem entraves e personalizada. O roteamento é um mecanismo chave para garantir que seus clientes se conectem com o agente certo, em todas interações e em qualquer canal. Leia este conteúdo para aprender cinco formas em que o Roteamento True Omnichannel pode ajudá-lo a oferecer o melhor serviço ao cliente. Saiba como: Interligue conversas que proporcionam experiências do clientes consistentes e ricas em contexto em todos os canais Reduza o custo total de propriedade (TCO) através da automação e eficiência Melhore a colaboração entre a área comercial e de TI Aumente a agilidade dos negócios da empresa [mktoform cta_header="Faça o Download Agora" cta_button="Acesse o Conteúdo" ar_status="dynamic" cid_id="7010B000001gNPT"] O Impacto da Transformação Digital no Setor de Seguros na América Latina [cutoff co_thick="2px"]Saiba como a mudança no comportamento do cliente está impactando a indústria de seguros. Os clientes do setor de seguros só entram em contato quando precisam lidar com situações críticas, seja um acidente com seu veículo, na sua residência ou uma fatalidade na família. Isso faz com que a experiência destes clientes – boa ou ruim – acabe sendo exaltada quando comparada com outros produtos e/ou serviços menos complexos. As rápidas mudanças nas preferências dos clientes e suas crescentes expectativas pela melhoria na qualidade de atendimento estão criando uma série de desafios para o setor de seguros, e as empresas estão buscando soluções e alternativas para atender às novas necessidades dos clientes por meio de uma experiência de qualidade e da redução do esforço do cliente. Faça download do whitepaper da Genesys e descubra: Como a mudança no comportamento do cliente está impactando a indústria de seguros Como a tecnologia torna a vida dos clientes mais fácil As principais prioridades no caminho a seguir e a jornada digital da indústria de seguros [mktoform cta_header="OBTENHA O CONTEÚDO" cta_button="FAÇA O DOWNLOAD AGORA!" ar_status="dynamic" cid_id="7010B000001gJXv"] Novos Modelos de Negócio e a Experiência do Cliente na Indústria de Energia [cutoff co_thick="2px"]O que a indústria de energia está fazendo na área da experiência do cliente? O aumento da população e da intensidade do consumo de energia provocados pelo aumento do desenvolvimento social proporcionou à indústria de energia uma aposta relativamente segura para os investidores que queriam um retorno estável sobre os investimentos. Porém, o modelo de negócios tradicional está mudando. Cada vez mais empresas estão se posicionando como um “parceiro de energia” em vez de um provedor de eletricidade, investindo em uma variedade de soluções centradas no cliente, incluindo produtos que melhorem sua eficiência energética residencial para aumentar seu conforto. Baixe o whitepaper completo produzido pela Frost & Sullivan e pela Genesys e conheça: O futuro dos modelos de negócio de energia As novas necessidades dos clientes do setor de energia O que as empresas estão fazendo na área da experiência do cliente [mktoform cta_header="OBTENHA O CONTEÚDO" cta_button="FAÇA O DOWNLOAD AGORA" ar_status="dynamic" cid_id="7010B000001gJXC"] Operações mais inteligentes e mais estratégicas [cutoff co_thick="2px"]Seus clientes têm grandes expectativas e querem que as empresas adotem uma abordagem centrada no cliente. As organizações de atendimento ao cliente devem basear-se na eficiência operacional para poder oferecer excelentes experiências do cliente que diferenciem a marca. Utilizando ferramentas de análise e de automação de processos, as organizações obtêm os insights que necessitam para tomar decisões mais inteligentes sobre o serviço de atendimento e incrementar o valor do ciclo de vida do cliente. Somente com este nível de obsessão com o cliente poderão aumentar a fidelidade à marca e a receita. A Forrester Research identificou dez tendências no serviço de atendimento ao cliente para 2017 que os profissionais de desenvolvimento e distribuição de aplicativos (AD&D) que prestam suporte às operações de atendimento devem considerar quando elaboram estratégias para melhorar a qualidade do serviço. Obtenha o relatório da Forrester, elaborado por Kate Leggett, para conhecer: As dez principais tendências em atendimento ao cliente para proporcionar um ótimo serviço. Como construir uma experiência do cliente diferenciada para satisfazer as expectativas dos clientes. Como fortalecer os relacionamentos em um mundo cada vez mais digital e orientado ao autoatendimento. [mktoform cta_header="OBTENHA O RELATÓRIO DA FORRESTER" cta_button="FAÇA DOWNLOAD AGORA" ar_status="dynamic" cid_id="7010B000001gH98"] Os Principais Benefícios da Digitalização no Setor de Seguros da América Latina [cutoff co_thick="2px"] 71% dos clientes do setor de seguros efetuam pesquisas digitais antes de contratar O setor de seguros está sendo profundamente impactado pela digitalização, e as organizações que não abraçarem as novas tendências tecnológicas para atender às demandas dos clientes digitais podem ficar para trás, sofrendo com baixos níveis de lealdade e de conversão. Todos os desafios do setor apontam para a necessidade de uma estratégia omnichannel de atendimento ao cliente, bem como investimentos na criação de uma infraestrutura tecnológica capaz de atender às crescentes demandas do consumidor. Baixe o whitepaper da Genesys e descubra: Como o setor de seguros está enfrentando a transformação digital O impacto da digitalização no mercado latino-americano Exemplos reais de modernização no setor de seguros [mktoform cta_header="Obtenha o Whitepaper" cta_button="Leia Agora" ar_status="dynamic" cid_id="7010B000001YW79"] Aumente a agilidade do serviço de atendimento ao cliente com contact centers na nuvem [cutoff co_thick="2px"] Por que os aplicativos de contact center na nuvem estão aumentando A Forrester previu um aumento de 22% na receita por assinaturas de aplicativos de contact center na nuvem em 2016. As empresas valorizam cada vez mais as vantagens de migrar seus sistemas críticos para a nuvem devido à exposição e à experiência de nuvem que tiveram. A computação em nuvem tornou-se corriqueira e o mesmo ocorre com os contact centers na nuvem. A necessidade de conectar os consumidores com os agentes do contact center através de seu canal preferido está rapidamente se tornando um imperativo na era do cliente. Leia este relatório da Forrester para saber mais sobre: Por que os contact centers na nuvem estão em fase de crescimento Como a agilidade na nuvem tornou-se tão importante para a redução de custos O que você deve esperar de seu provedor de serviços de contact center na nuvem A plataforma na nuvem proporciona agilidade para que sua empresa possa se concentrar nas jornadas dos clientes, e não na tecnologia. Comece sua jornada na nuvem com este relatório da Forrester. [mktoform cta_header="Obtenha o relatório" cta_button="Baixe agora" ar_status="dynamic" cid_id="7010B000001gGfr"] O atendimento ao cliente em uma era ultraconectada [cutoff co_thick="2px"] Seus clientes estão ultraconectados. Certifique-se de que sua empresa também esteja. Encontrar novos clientes e manter relacionamentos permanentes com aqueles que já tem leva tempo e esforço. Quando seus clientes estão prontos para o engagement, você está onde eles estão? Em um mundo digital como o de hoje, é vital para todas as empresas poder comunicar-se com seus clientes onde e quando eles quiserem, seja por telefone, SMS, chat on-line ou redes sociais. Obtenha este e-Book agora e descubra: Como vincular-se com os clientes em um mundo ultraconectado Como tornar suas operações de customer engagement mais fáceis e eficientes Por que está na hora de implementar uma solução de contact center na nuvem tudo-em-um [mktoform cta_header="E-BOOK GRÁTIS" cta_button="OBTENHA O E-BOOK HOJE MESMO!" landing_id="56520" cid_id="7010B000001YVqh"] Vantagens competitivas do PureCloud [cutoff co_thick="2px"] PureCloud by Genesys é uma solução de colaboração tudo-em-um que unifica as comunicações entre colaboradores e clientes para criar um customer engagement excepcional. Esta solução é de rápida implementação, intuitiva e fácil de usar. Foi concebida para oferecer experiências consistentes, personalizadas e sem interrupções aos clientes. PureCloud é uma poderosa e premiada plataforma na nuvem que ajuda as empresas a: Conectar-se com os clientes, administrar tarefas e ver as tendências utilizando uma plataforma simples Empoderar os colaboradores com valiosa informação em tempo real Obter vantagem competitiva Faça o download deste white paper para saber mais sobre as robustas capacidades e funções que o PureCloud tem para oferecer. [mktoform cta_header="FAÇA O DOWNLOAD" cta_button="LEIA O WHITE PAPER HOJE" landing_id="56515" cid_id="7010B000001YVqS"] A estratégia omnichannel já não é opcional [cutoff co_thick="2px"] Conectando a experiência do cliente no contact center O relatório 2017 de Aberdeen, Contato Center and Customer Experience Trends (tendências de contact center e experiência do cliente) revela que as empresas que desenvolvem um programa omnichannel obtêm 25% mais de receita anual e 55% de redução nas reclamações dos clientes. Para serem bem-sucedidas, as empresas devem oferecer um serviço de atendimento ao cliente consistente e eficaz em todos os canais: telefone, e-mail, redes sociais ou outras interações na web. Obtenha este e-book para saber como as pequenas e médias empresas podem: Administrar as expectativas dos clientes em um mundo digital e permanentemente conectado Empoderar os colaboradores para que possam oferecer um excelente serviço de atendimento ao cliente sobre múltiplos canais Proporcionar experiências satisfatórias a seus clientes com uma solução de contact center na nuvem tudo-em-um [mktoform cta_header="E-BOOK GRÁTIS" cta_button="SAIBA MAIS" ar_status="dynamic" cid_id="7010B000001YVqN"] Como seguir o ritmo do cliente moderno [cutoff co_thick="2px"] As expectativas dos seus clientes são mais altas do que nunca. A geração millennial exige facilidade, velocidade e consistência, independentemente do canal que eles escolham para entrar em contato com as empresas. Em vez de enfrentar o problema, as empresas tentaram adaptar o seu software obsoleto simplesmente incorporando novos canais (e software) em função da necessidade. É como se fosse uma abordagem tipo "Frankenstein", o que resulta em um contact center monstruoso com movimentos lentos e repleto de partes desarticuladas. Está na hora de desmontar esse monstro ferramenta por ferramenta e processo por processo até descobrir exatamente o que está impedindo o funcionamento correto do contact center. Obtenha este e-Book agora. E descubra como: Manter-se na vanguarda com um contact center baseado na nuvem Proporcionar experiências sem interrupções nos canais de voz, web, e-mail, social e móvel Empoderar os agentes com as ferramentas que necessitam para satisfazer as mais altas expectativas dos clientes millenials [mktoform cta_header="E-BOOK GRÁTIS" cta_button="LEIA AGORA" ar_status="dynamic" cid_id="7010B000001YVpy"] Cinco tendências tecnológicas que redefinem a experiência do cliente [cutoff co_thick="2px"] Perguntamos a analistas e líderes do setor quais seriam as tendências de customer engagement mais relevantes em 2017 e no futuro. Desde tecnologias de ponta, como IoT e bots, até a reviravolta de ideias antigas, os temas atuais podem ser resumidos em cinco tendências fundamentais que redefinirão a experiência do cliente no futuro. Neste e-book, você descobrirá: As cinco tendências que terão o maior impacto na experiência do cliente Como utilizar a aprendizagem automática (machine learning) para identificar padrões e tendências que podem gerar excelentes experiências do cliente Como preparar o seu contact center para o futuro e adaptar-se às mudanças nas necessidades dos clientes [mktoform cta_header="E-BOOK GRÁTIS" cta_button="LEIA AGORA" ar_status="dynamic" cid_id="7010B000001YVpU"] Estudo da Forrester: Autoatendimento omnichannel Empoderar os clientes através de todos os canais garante o sucesso das organizações na era do cliente [cutoff co_thick="2px"] Na era do cliente, são eles que controlam a conversação com as empresas com as quais realizam suas operações comerciais. Os clientes exigem experiências guiadas, personalizadas e contextualizadas nos seus canais preferidos. De acordo com um recente estudo da Forrester Consulting, 77% dos clientes consideram que o mais importante que uma empresa pode fazer para proporcionar um bom serviço de atendimento é valorizar o seu tempo. As empresas que proporcionem experiências excepcionais que satisfaçam essas expectativas serão recompensadas com a satisfação e a fidelização do cliente. Faça o download do estudo da Forrester Consulting encomendado pela Genesys para descobrir como o atendimento omnichannel transforma a experiência do cliente e aumenta o sucesso da empresa, e outras conclusões relevantes: A razão pela qual o autoatendimento omnichannel é tão importante nesta era do cliente Como as empresas que adotam o autoatendimento omnichannel podem obter vantagem competitiva em relação à concorrência Como as empresas que utilizam uma estratégia omnichannel apresentam um melhor desempenho na hora de cumprir suas prioridades nos negócios [mktoform cta_header="OBTENHA O ESTUDO DA FORRESTER HOJE!" cta_button="FAÇA O DOWNLOAD AGORA" ar_status="dynamic" cid_id="7010B000001YSij"] Setor de energia e serviços públicos & CX na América Latina O que esperam os clientes dos serviços de utilities na América Latina? [cutoff co_thick="2px"]O setor de utilities na América Latina (serviços de distribuição de água e saneamento, energia e gás) ainda passa por grandes transformações. As privatizações e o surgimento das agências reguladoras, que passaram a ditar as normas para os serviços concessionados, levaram a uma grande mudança de paradigma para empresas e consumidores. Se por um lado as empresas privadas concessionárias passaram a ser mais exigidas em termos de qualidade de atendimento e prestação de serviços, nos últimos 20 anos, a mudança de perfil do consumidor também alterou a forma como as empresas se relacionam com seus clientes. Baixe o whitepaper da Genesys e descubra: O impacto da CX nos setores de saneamento básico, energia e gás natural Os desafios para satisfazer o cliente no setor de prestação de serviços essenciais Como as soluções da Genesys podem ajudar [mktoform cta_header="Faça o download hoje mesmo" cta_button="OBTENHA O RELATÓRIO" ar_status="dynamic" cid_id="7010B000001YJD8"] Eir descobre os benefícios de personalizar a URA A implementação de um sistema URA contextual gera benefícios tangíveis em economia de custos, experiência do cliente e Net Promoter Score (NPS) [cutoff co_thick="2px"] eir (Eircom), a maior operadora de telecomunicações da Irlanda, procurava um sistema URA mais ágil que pudesse ser atualizado mais rapidamente. Com os múltiplos sistemas legados, podia levar meses realizar uma modificação simples, como mudar a uma opção de voz. Em relação aos sistemas de atendimento ao cliente, a eir estava utilizando duas plataformas separadas: uma para CRM e outra para URA. No entanto, ao longo do tempo, o sistema tornou-se mais complexo à medida que mais regras e processos foram adicionados para incorporar e adaptar novos serviços. Em última análise, o sistema URA frustrava os clientes em vez de ajudá-los e derrubava o NPS da empresa. Melhorar o NPS tornou-se outro fator fundamental para impulsar a implementação do novo sistema URA. Descubra como a eir obteve um retorno sobre o investimento (ROI) em poucos meses em vez de anos, aumentou a satisfação de seus clientes e melhorou o NPS durante o primeiro mês de entrada em funcionamento do sistema da Genesys. [mktoform cta_header="Faça o download hoje mesmo" cta_button="OBTENHA O RELATÓRIO DA OVUM" ar_status="dynamic" cid_id="701U0000001YDl1"] The Omnichannel Customer Engagement Playbook [cutoff co_thick="2px"]La experiencia del cliente (CX) ha evolucionado a gran velocidad y está comprobado que tiene un poder transformador. Los clientes utilizan canales digitales y de voz; algunas veces, simultáneamente. De hecho, hoy, un centro de contacto común y corriente tiene nueve canales de comunicación. Si bien los clientes valoran la diversidad de canales que tienen a su disposición, desean navegar entre ellos de forma ininterrumpida y consistente. En este eBook, analizamos los requisitos que deben tener los contact centers medianos y grandes –de 250 a más de 5000 posiciones de agente– para lograr el customer engagement omnicanal. Descárguelo ahora y conozca: Las 8 preguntas que lo ayudarán a determinar si su centro de contacto es verdaderamente omnicanal Cómo entregar una CX personalizada e ininterrumpida en los canales digitales y de voz El ROI y los beneficios que puede obtener de la solución Omnichannel Customer Engagement Los insights que ofrecen líderes de la industria, como Ticketmaster, Marks & Spencer y DNB [mktoform cta_header="OBTENGA EL PLAYBOOK" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="701U0000001YBtwIAG"] Construção do caso de negócio para um contact center omnichannel [cutoff co_thick="2px"]Embora quase todas as empresas ofereçam diversos canais de comunicação, normalmente administram esses canais em silos, o que gera experiências fragmentadas para seus clientes. Com uma solução de contact center omnichannel, a sua empresa não só obterá uma vantagem competitiva substancial, também melhorará a experiência e a satisfação dos agentes e dos clientes. Faça o download desta folha de dados para conhecer os onze indicadores que devem ser levados em consideração para desenvolver o seu caso de negócio para o serviço de atendimento omnichannel: 50 % de redução do processamento de mensagens duplicadas em todos os canais Mais de 20% de aumento na resolução no primeiro contato (FCR) 15% de aumento na satisfação do cliente (CSAT) [mktoform cta_header="OBTENHA A FOLHA DE DADOS" cta_button="FAÇA O DOWNLOAD AGORA" ar_status="dynamic" cid_id="701U0000000Voyd"] Guia de gestão de recursos para prestadores de serviços de saúde [cutoff co_thick="2px"]Uma boa comunicação é fundamental para que o relacionamento entre o cliente/paciente e seu prestador de serviços de saúde seja saudável. Para isto, é essencial preservar o contexto das interações anteriores em todos os canais que o cliente utiliza para se comunicar. Quantos canais de comunicação utiliza com seus clientes? O contexto é fornecido para cada interação quando seu cliente passa de um canal para outro, por exemplo, de um dispositivo móvel a um consultório, hospital ou e-mail? Faça o download do e-book para saber como: Eliminar a desconexão entre canais que gera experiências que exigem muito esforço do usuário Utilizar as últimas novidades em mensagens proativas para reduzir as faltas às consultas programadas e o não pagamento das faturas Atender às demandas dos clientes de hoje que exigem uma experiência omnichannel [mktoform cta_header="OBTENHA O E-BOOK HOJE MESMO" cta_button="FAÇA O DOWNLOAD AGORA" ar_status="dynamic" cid_id="701U0000001YBm2"] Planeje agora o atendimento ao cliente para 2021 [cutoff co_thick="2px"]Na hora de adquirir tecnologia de atendimento ao cliente, as empresas normalmente planejam para os seguintes dois ou três anos. Mas para estar realmente dedicadas ao atendimento a seus clientes, as empresas precisam conhecer quais são as novas tecnologias e experiências de atendimento que os clientes desejarão dentro de cinco anos. Em 2021, a Internet das Coisas (IoT) fará com que muitas empresas deixem de enfocar-se em produtos para centrar-se em serviços. Portanto, em vez de ficar esperando a chegada do futuro, a sua empresa precisa começar a planejar hoje a tecnologia de amanhã. Leia este relatório da Forrester hoje mesmo e descubra: As experiências de atendimento que seus clientes desejarão em 2021 As cinco tecnologias que transformarão o atendimento ao cliente em 2021 Os três passos que ajudarão a sua empresa a começar a transformação [mktoform cta_header="Leia o relatório" cta_button="Obtenha-o hoje mesmo!" landing_id="50014" cid_id="701U0000001YBpp"] Guia de experiência do cliente omnichannel para prestadores de serviços de saúde [cutoff co_thick="2px"]Uma boa comunicação é fundamental para que o relacionamento entre o cliente/paciente e seu prestador de serviços de saúde seja saudável. Para isto, é essencial preservar o contexto das interações anteriores em todos os canais que o cliente utiliza para se comunicar. Quantos canais de comunicação utiliza com seus clientes? O contexto é fornecido para cada interação quando seu cliente passa de um canal para outro, por exemplo, de um dispositivo móvel a um consultório, hospital ou e-mail? Faça o download do e-book para saber como: Eliminar a desconexão entre canais que gera experiências que exigem muito esforço do usuário Utilizar as últimas novidades em mensagens proativas para reduzir as faltas às consultas programadas e o não pagamento das faturas Atender às demandas dos clientes de hoje que exigem uma experiência omnichannel [mktoform cta_header="OBTENHA O E-BOOK HOJE MESMO" cta_button="FAÇA O DOWNLOAD AGORA" ar_status="dynamic" cid_id="701U0000001Y9kW"] Planeje e administre a sua força de trabalho Omnichannel [cutoff co_thick="2px"]Os clientes tecnológicos de hoje estão utilizando diversos dispositivos e canais de comunicação para interagir com as empresas. Na maioria dos contact centers, os canais de interação funcionam como silos. Há um sistema para o roteamento das interações e outro para a gestão da força de trabalho. Isso torna a operação mais complexa e exige trabalho manual por parte das equipes de planejamento e de operações. Leia o white paper para descobrir como a sua empresa pode: Desenvolver estratégias de planejamento da força de trabalho integradas e omnichannel Modernizar sua infraestrutura com uma solução integrada de contact center Melhorar a experiência do cliente e a satisfação do agente, reduzindo custos [mktoform cta_header="Faça o download agora" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000000okw4"] Os bancos na era da Experiência do Cliente Conheça o impacto da transformação digital e do omnichannel no setor bancário [cutoff co_thick="2px"]O setor bancário enfrenta um momento de grandes mudanças, em que as empresas do setor devem se adaptar às novas demandas dos clientes ou ficar para trás na capacidade de ganhar e manter os consumidores. Os usuários esperam receber o mesmo nível de atendimento em todos os canais, algo que os bancos têm tido dificuldades para oferecer. Segundo o World Banking Retail Report 2015, os níveis de satisfação dos usuários bancários no mundo todo têm diminuído nos últimos dois anos. Baixe o whitepaper da Genesys em parceria com a Frost & Sullivan e conheça o papel da transformação digital e do omnichannel nesse desafio. [mktoform cta_header="Faça o download agora" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000001Y7DG"] Guia Para Uma Experiência Do Cliente Omnichannel Sem Interrupções No Setor Bancário [cutoff co_thick="2px"] Os clientes do setor bancário, como os de outros setores, esperam uma experiência omnichannel que inclua seu histórico de interações completo através da web, aplicativos móveis ou filial. Então, como você pode gerar uma experiência do cliente omnichannel (CX) que possa satisfazer seus clientes, aumentar a sua fidelização e impactar positivamente na sua promessa e valor de marca? Faça o download do e-book para saber como: Identificar os segmentos específicos de clientes e conceber experiências memoráveis para cada um deles Realizar uma análise das discrepâncias entre a jornada do cliente real e a jornada ideal Implementar as melhores práticas essenciais na concepção de uma jornada eficiente para o cliente [mktoform cta_header="Faça o download" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000001fQtr"] Frost & Sullivan— Mobile Engagement Delivers Great Customer Experiences. O engagement através de dispositivos móveis proporciona excelentes experiências aos clientes [cutoff co_thick="2px"] Ajudando as empresas a adquirir clientes para a vida toda Os dispositivos móveis e a Internet são os fenômenos de comunicação que produziram o maior impacto nas nossas vidas. Com 4,55 bilhões de usuários de telefones celulares em todo o mundo e 6,9 bilhões de assinaturas móveis, podemos afirmar que os consumidores utilizam a mobilidade como nunca antes. Todo esse acesso à mobilidade explica uma parte do motivo pelo qual a capacidade de atenção dos compradores está diminuindo e os canais de interação com o cliente estão se multiplicando. Este resumo explora as estratégias essenciais de mensagens móveis que lhe permitirão gerar engagement com o cliente nos momentos cruciais de sua jornada, como por exemplo: os momentos em que o cliente está utilizando um determinado produto, conversando com um representante de vendas ou de atendimento ao cliente, interagindo com a empresa nas mídias sociais e muito mais. [mktoform cta_header="Faça o download" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000001fQth"] Obtenha vantagem competitiva com o Genesys Omnichannel Engagement Center [cutoff co_thick="2px"] Genesys Omnichannel Engagement Center é uma solução única que permite proporcionar experiências omnichannel em todas as jornadas do cliente. Com uma visão unificada de 360 graus a partir de uma única plataforma integrada, sua empresa pode projetar as jornadas dos clientes, colocá-las em prática e monitorar o seu funcionamento. Gostaria de obter os benefícios imediatos da maior fidelização do cliente, aumento da receita, melhores resultados empresariais e sucesso contínuo? Então, adote a abordagem omnichanel. [mktoform cta_header="Obtenha o resumo executivo" cta_button="Faça o download agora!" ar_status="dynamic" cid_id="701U0000001fOBx"] Mapeamento da jornada do cliente: Uma abordagem "de fora para dentro" para oferecer excelentes experiências a seus clientes [cutoff co_thick="2px"] O que é a jornada do cliente? Por que centrar-se nas jornadas do cliente? Essas são perguntas que muitos fazem a respeito de CX para criar experiências memoráveis aos clientes. Os mapas das jornadas servem como ferramentas corretivas, ajudando as diferentes equipes dentro da organização a compreender o panorama completo, ou seja, a jornada completa, do ponto de vista do cliente e a gerar uma compreensão compartilhada de sua experiência. As empresas que se concentram na otimização da jornada do cliente se desempenham substancialmente melhor. Faça o download desse eBook e conheça como esta nova forma de avaliar a experiência do cliente permite visualizar as jornadas atuais e identificar a causa dos problemas. [mktoform cta_header="Faça o download" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000000lxdKIAQ"] Por que as empresas escolhem contact centers baseados em SIP [cutoff co_thick="2px"] Escolher a tecnologia certa para sua infraestrutura de contact center pode ser intimidante. Você deve atualizar o seu ACD antigo e suas aplicações? Ou está na hora de migrar para uma plataforma SIP de experiência do cliente com poderosas capacidades omnichannel? Modernizar sua infraestrutura de call center com uma solução SIP é fundamental para proporcionar um atendimento de primeira classe. Faça o download deste white paper para saber mais sobre: As limitações dos ACD antigos Os benefícios de uma solução SIP para contact centers Exemplos reais de como o sistema SIP incrementa a eficiência, reduz os custos e permite proporcionar um atendimento omnichannel [mktoform cta_header="Faça o download" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000001fOrU"] Construir um caso de negócio para substituir o ACD do seu call center [cutoff co_thick="2px"] Como executivo responsável pela infraestrutura do contact center, você sabe muito bem quais são as limitações de um ACD antigo. O desafio é como calcular o ROI para substituir os sistemas desatualizados por uma infraestrutura baseada em SIP que proporciona uma experiência de cliente omnichannel. Faça o download da folha de dados úteis e aprenda como: Calcular quanto dinheiro economizará se conta com um único grupo de agentes Calcular quanto dinheiro economizará em hardware e manutenção Calcular os benefícios de uma experiência do cliente consistente [mktoform cta_header="Faça o download" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000001fOrP"] Construir um caso de negócio para modernizar o contact center [cutoff co_thick="2px"] Migrar uma infraestrutura antiga de call center com soluções específicas para uma plataforma de experiência do cliente integrada e baseada em SIP gera uma economia que vai além dos custos telefônicos. A modernização do contact center é fundamental para aumentar o valor e a produtividade, virtualizando os agentes, reduzindo os custos de infraestrutura e, principalmente, otimizando a experiência do cliente. A transformação do contact center aumenta significativamente a sua rentabilidade e reduz seus custos, mas justificar o investimento pode ser uma tarefa difícil. Faça o download do white paper Aprenda como calcular: O que economizará melhorando o índice de resolução na primeira chamada (FCR) O que economizará reduzindo o tempo médio de atendimento (AHT) O que economizará migrando as chamadas para os canais digitais A receita que obterá incorporando capacidades de roteamento inteligente Faça o download agora! Elabore um caso de negócio sob medida para suas necessidades específicas! [mktoform cta_header="Faça a download" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000001fOo1"] 10 razões pelas quais a Genesys CX Platform é a escolha certa para o seu contact center Seu contact center conta com uma plataforma de experiência do cliente? [cutoff co_thick="2px"] A Genesys Customer Experience Platform conta com vários diferenciais e, certamente, é a escolha certa para quem busca rápido retorno de investimento (ROI) e otimização no contact center. A solução incorpora uma série de recursos que permite fazer a gestão completa da jornada do cliente, otimizar a infraestrutura e a força de trabalho, inovar em CX e muito mais. Baixe o resumo executivo e conheça 10 razões pelas quais a Genesys Customer Experience Platform é a escolha certa para o seu contact center. [mktoform cta_header="Faça o download" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000001fOnr"] RELATÓRIO TEI DA FORRESTER Relatório Total Economic Impact™ da Genesys Omnichannel Engagement Center Solution Análise sobre redução de custos e valor de negócio [cutoff co_thick="2px"] O relatório Total Economic Impact ™ (TEI) da Forrester examina o potencial retorno sobre o investimento (ROI) e os benefícios que as empresas podem obter a partir de seu investimento na Genesys Omnichannel Engagement Center Solution. A Forrester entrevistou clientes corporativos em todo o mundo que já trabalharam com a Genesys para modernizar seus contact centers e proporcionar experiências omnichannel para seus clientes em todos os canais, pontos de contato e interações tanto digitais como de voz. De acordo com o estudo TEI da Forrester, os clientes corporativos estão atingindo um ROI de 158% com um período de retorno de 12,8 meses. Faça o download agora! Descubra como avaliar o impacto financeiro do seu investimento na Omnichannel Engagement Center Solution e obter os seguintes benefícios: 50% de redução no custo de incorporação de novos agentes no contact center 50% de redução de perda de clientes em pontos importantes de sua jornada 12,5 % de melhoria no tempo médio de atendimento dos agentes * Um estudo encomendado conduzido pela Forrester Consulting em nome da Genesys, fevereiro 2016 [mktoform cta_header="Obtenha o Relatório" cta_button="Baixe agora" ar_status="dynamic" cid_id="701U000000168l2"] Gere excelentes experiências para seus clientes no setor bancário Conheça a plataforma que garante o controle da jornada do cliente sem esforço em todos os canais. [cutoff co_thick="2px"] Os bancos de varejo e de investimento enfrentam grandes desafios: concorrência, expansão da rede de agências, múltiplos canais de comunicação bancária e regulamentações governamentais. Por este motivo, é fundamental melhorar drasticamente a experiência do cliente. Faça o cadastro para baixar o material e saber como a Genesys Customer Experience Platform permite orquestrar as jornadas dos clientes: [mktoform cta_header="Faça o download" cta_button="Baixar" landing_id="45378" cid_id="701U0000000rnrc"] É hora de fazer uma mudança em sua URA? Aumente a produtividade com uma URA excelente [cutoff co_thick="2px"] No mundo atual, as interações com os clientes em todos os canais têm uma importância estratégica. E administrar bem estas interações para assegurar que o cliente tenha uma boa impressão da empresa é vital. A tendência atual é oferecer aos clientes um sistema URA baseado em nuvem que seja útil e fácil de navegar, que esteja focado na satisfação das necessidades dos clientes e que aumente as opções aumentar a satisfação do cliente. Este guia oferece um panorama geral dos aspectos que devem ser considerados para a reavaliação de seu sistema URA, tanto para soluções desatualizadas e localizadas nas instalações da empresa como para sistemas já instalados em nuvem, mas que precisem de uma revisão da URA. [mktoform cta_header="Faça o download agora" cta_button="Baixar" ar_status="dynamic" cid_id="701U00000019xyF"] Prepare a sua força de trabalho para a revolução omnichannel [cutoff co_thick="2px"] Uma pesquisa recente mostra que apenas 17% dos líderes digitais analisam as jornadas de seus clientes, ou seja, muitos ainda têm ideias incertas sobre qual é o percurso que os clientes realizam dentro de sua empresa ao longo de seu ciclo de vida. Faça o download desse eBook e conheça: A equação perfeita para planejar e otimizar uma força de trabalho omnichannel Como reduzir os seus custos conectando os canais que estão isolados Como aumentar a eficiência integrando workforce management com sua plataforma de contact center [mktoform cta_header="Faça o download agora" cta_button="Baixar" ar_status="dynamic" cid_id="701U00000019xqu"] Conectando as jornadas do cliente: Entrevista com uma executiva da Emirates Qual é o papel da experiência do cliente na estratégia empresarial da Emirates? [cutoff co_thick="2px"] Quando se trata de administrar interações em múltiplos canais, os princípios empresariais são os mesmos. Os relatórios são os mesmos. As métricas de qualidade são as mesmas. Isso faz com que nossos clientes tenham a oportunidade de experimentar um atendimento consistente, mas também nos ajuda a entrar no mercado com maior velocidade. Com a Genesys Customer Experience Platform, pudemos implementar esses canais com muita rapidez. Faça o download e conheça a jornada da Emirates > [mktoform cta_header="Faça o download agora" cta_button="Baixar" ar_status="dynamic" cid_id="701U00000019xqL"] Melhores Práticas para o Roteamento do Contato Center [cutoff co_thick="2px"] O roteamento baseado em fila apresenta múltiplas limitações. A ausência de uma fila única e universal para todos os canais e tipos de mídia gera uma experiência de cliente fragmentada e torna impossível administrar os acordos SLA e priorizar as interações mais valiosas de seus clientes através dos diferentes canais. Faça o download desta folha de dados úteis para descobrir como sua empresa pode: Atribuir o trabalho certo para o recurso certo e na hora certa Melhorar a resolução no primeiro contato (FCR), reduzir o tempo médio de atendimento (AHT) e aumentar o Net Promoter Score (NPS) com o roteamento baseado em agentes Orquestrar a experiência de seus clientes com uma visão integral sobre sua atividade em todos os canais com o Genesys Customer Experience Routing [mktoform cta_header="Faça o download agora" cta_button="Cadastrar-se" landing_id="43678" cid_id="701U0000000oopg"] O que acontece quando o banco detecta uma cobrança fraudulenta? Mais de R$ 978,8 bilhões em cobranças de cartões de pagamento são realizadas anualmente no Brasil. [cutoff co_thick="2px"]Uma experiência do cliente sem problemas depende da comunicação omnichannel perfeita entre o banco e seus clientes, apoiada pela automação e pela análise dos dados. As empresas que fazem um esforço especial e de forma proativa são as que fazem a diferença entre um cliente confuso, deixado no escuro, e um cliente informado de forma correta, que continuará sendo fiel ao seu banco nos anos seguintes.[mktoform cta_header="Cadastre-se agora" cta_button="Cadastrar-se" ar_status="dynamic" cid_id="701U0000000omgz"] Melhores práticas para a experiência do cliente omnichannel. [cutoff co_thick="2px"]O maior desafio para os contact centers de hoje é a visualização das interações com os clientes da mesma forma que os clientes fazem: de maneira omnichannel - como uma conversa. Empresas que podem oferecer aos clientes uma experiência omnichannel perfeita através de múltiplos canais e pontos de contato podem desenvolver uma vantagem competitiva significativa, reduzir a rotatividade de clientes e aumentar os lucros. Baixe este eBook e saiba mais sobre: 6 Melhores Práticas para ajudar a projetar e entregar um CX omnichannel. Como fazer a análise de gaps entre as jornadas atuais e futuras. Como implementar sua nova jornada do cliente. [mktoform cta_header="Faça o download agora" cta_button="Baixar" ar_status="dynamic" cid_id="701U0000000obVc"]
h1|Centro de recursos de soluções multicanais para contact centers e experiência do cliente
h2|Recursos Destacados
h3|Planejamento da experiência do cliente
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore Genesys lidera em funções essenciais para CCaaS em 2020 Saiba o que é o PIX Quadrante Mágico do Gartner 2020 para Contact Center como Serviço, Mundial Guia do comprador de Contact Center de 2021 Genesys lidera em funções essenciais para CCaaS em 2020 O mapeamento da jornada e o papel do engagement preditivo Genesys Cloud: A Solução All-in-One Segura para Contact Center Sua lista de verificação ideal para soluções de chat Faça mais vendas no seu site Genesys Ignite – para Startups – Detalhes e Beneficios Saiba o que é o PIX Quadrante Mágico do Gartner 2020 para Contact Center como Serviço, Mundial O contact center com IA Melhore a experiência do cliente com sete funcionalidades com IA Conexão de sistemas de terceiros à experiência do cliente Três benefícios das tecnologias de IA na experiência do colaborador Dez formas pelas quais a IA melhora a experiência do cliente Forrester Wave: Provedores de contact center como um serviço, 3º trimestre de 2020 Idéias e Cases para a Jornada do Paciente Digital. Canais Digitais, o Próximo Passo em Cobrança. Home Office – E Agora Outsourcer? Autosserviço e Canais Digitais no Mercado de Energia As mudanças nas empresas de Utilities e o papel da Experiência do Cliente Kit de IA para um contact center de sucesso Genesys e Google Cloud: dando vida à IA do contact center Uma abordagem comprovada para a migração de seu call center on-premise A Experiência do Cliente no Setor de Educação Como melhorar o atendimento ao paciente e a CX durante a pandemia do Covid-19 Agenda global de IA – Promessa, realidade e o papel da IA e do compartilhamento de dados As três megatendências de atendimento ao cliente em 2020: combinar agentes e IA para proporcionar melhores experiências IDC revela o poder transformador da IA para contact centers com o Google Cloud e a Genesys Coronavirus – Quais são os sintomas? Cumprindo a promessa de experiências omnichannel de alto nível para os clientes Cenário da experiência do cliente no Brasil em 2020 A importância da conversão de clientes potenciais no setor educacional A importância da conversão de clientes potenciais no setor automotivo A importância da conversão de clientes potenciais no setor varejista Prepare a experiência do cliente para o futuro e mitigue os riscos das tecnologias de contact center desatualizadas Genesys Performance DNA Kit de planejamento para migração: Dê o primeiro passo para uma migração bem-sucedida do contact center Como aumentar a vantagem competitiva por meio da experiência do cliente Lista de verificação essencial para migrar e identificar a solução de experiência do cliente certa Nemertes Análise de valor de negócios PureEngage Innovations PureConnect Innovations PureCloud Innovations Frost & Sullivan: Global Research Midsized Call Centers take a Digital-first Approach Plataforma Genesys PureCloud Resolva os problemas de capacidade sazonal do seu call center Migração prescritiva de Genesys: A arte de uma migração simplificada com ROI comprovado Melhore a satisfação do cliente, as vendas e o engagement dos colaboradores com as ferramentas de IA combinada da Genesys Dez maneiras de aproveitar a IA e oferecer excelentes experiências do cliente Considerações para consolidar a tecnologia do call center Guia sobre a migração da tecnologia do call center Como acabar com a sede de suporte dos seus clientes: O caso da área de Serviços de Negócios da Coca-Cola Vídeo Demo Bem-Vindo ao PureConnect As três megatendências do atendimento ao cliente em 2019: Como a inteligência artificial come tarefas, os agentes são mais valorizados MIT Pesquisa Global: Humanos + Bots: Tensão E Oportunidade Seis passos para atualizar o contact center da sua empresa do setor de varejo Transforme o contact center da sua empresa do setor de varejo em um centro gerador de receita: as 5 tendências que você precisa conhecer 10 maneiras de melhorar o contact center da sua empresa do setor de varejo As 5 formas como a tecnologia está transformando os contact centers do setor de varejo Aproximação e personalização – 3 maneiras de atrair os clientes para o seu contact center O Guia para o Atendimento Eficiente nas Mídias Sociais Fintechs na América Latina: um Mercado em Expansão Os millennials como parte da sua força de trabalho A Genesys foi nomeada Líder no Forrester Wave™: Contact centers na nuvem, 3º trimestre de 2018 Qual solução de Omnichannel Engagement Center é correta para você? O efeito impulsionador do PureCloud: um ROI que pode ser comprovado Genesys AltoCloud: Personalize a Jornada do Cliente com Análise Preditiva, I.A. e Machine Learning Benefícios de um contact center baseado na nuvem para pequenas empresas Deixe o seu contact center na nuvem com capacidade limitada para trás Benefícios de migrar para um contact center na nuvem The Total Economic Impact™ do Genesys PureCloud. As Tecnologias de IA Estão Revolucionando a Experiência do Cliente no Setor Financeiro Integração de SAP com a Plataforma PureConnect As dez crenças mais comuns sobre a gestão de leads Integração do PureConnect para Salesforce A Genesys Faz com que a Inovação Acompanhe a Velocidade dos Negócios O Relacionamento com o seu PABX Está Chegando ao Fim? Saiba Identificar os Sinais. De Interações Inconsistentes a Jornadas do Cliente Cuidadosamente Projetadas Desmistificando a Inteligência Artificial: Maximize os Resultados dos seus Negócios com a IA Inteligência Artificial: Amiga ou Inimiga do Serviço de Atendimento ao Cliente? Seis Dicas para Preparar a sua Empresa de Pequeno ou Médio Porte para o Futuro Como inovar e evoluir a tecnologia para transformar a experiência do cliente no setor de saúde A cura para os desafios da experiência do cliente no setor de saúde Estudo da IDC sobre contact centers na América Latina Dez razões para escolher PureCloud by Genesys Principais Tecnologias para Potencializar a CX no Setor de Varejo Tecnologia e Eficiência Operacional: A Chave para o Sucesso dos BPOs Os benefícios da modernização em empresas de outsourcing de contact center A poderosa integração da plataforma PureCloud com o Salesforce Previsões da Forrester para 2018: A Blended AI vai transformar a sua estratégia de serviço de atendi Veja por que o e-commerce está crescendo na América Latina A inteligência artificial combinada com o toque humano Vídeo Demo Bem-Vindo ao PureCloud As excelentes experiências dos pacientes começam com a Genesys Genesys PureSuccess: Uma infraestrutura de serviços de experiência do cliente O planejamento estratégico deve ser praticado muito mais do que uma vez ao ano. Genesys Enterprise IVR Ícaco, ubíquo e íntimo O Ciclo de Engajamento Evolutivo De “Omni” para “Ubiqui” Mantenha a vista sobre o horizonte PureCloud by Genesys Communicate O contact center omnichannel é uma poderosa ferramenta para aumentar as vendas Dez fatores que devem ser considerados na hora de migrar seu contact center para a nuvem Confiança e transparência: um caminho claro em direção à confiabilidade na nuvem Sete passos para implementar o autoatendimento omnichannel: personalize-o Conheça a Kate Canais alternativos para gerar engagement com os clientes do futuro A Genesys foi nomeada líder na Matriz de Decisão da Ovum Como se tornar uma empresa icônica A Inteligência Artificial no Mundo Digital. Reduzindo o Esforço do Cliente ao Mínimo. Blended AI para a experiência do cliente Repensando o Roteamento Baseado em Filas em um Mundo Digital Roadmap para o customer engagement omnichannel Qual é o Modelo de Contact Center Mais Adequado para a sua Empresa? Nuvem, On-Premise ou Híbrido? O Papel da Nuvem na Transformação Digital de Contact Centers na América Latina Como Solucionar o Caos no Desktop do Agente O Guia do Omnichannel Customer Engagement O Impacto da Transformação Digital no Setor Bancário e de Serviços Financeiros Sete passos para proporcionar um serviço de atendimento digital de última geração A Nuvem e a Modernização do Contact Center Desfazendo os 10 mitos mais comuns do customer engagement omnichannel As plataformas de experiência do cliente não são todas iguais Cinco requisitos básicos para proporcionar experiências do cliente excepcionais em uma era ultracone O Papel dos Consumidores na Transformação do Setor de Saúde 5 Maneiras que o Verdadeiro Roteamento Omnichannel pode Melhorar a Experiência do Cliente Simplifique a entrega de uma experiência do cliente de última geração Faça de cada interação um momento de sucesso Proporcione experiências do cliente de última geração na nuvem O Impacto da Transformação Digital no Setor de Seguros na América Latina Novos Modelos de Negócio e a Experiência do Cliente na Indústria de Energia Forrester 2017: Operações mais inteligentes e mais estratégicas Os Principais Benefícios da Digitalização no Setor de Seguros da América Latina Aumente a agilidade do serviço de atendimento ao cliente com contact centers na nuvem O atendimento ao cliente em uma era ultraconectada Vantagens competitivas do PureCloud A estratégia omnichannel já não é opcional Como seguir o ritmo do cliente moderno Cinco tendências tecnológicas que redefinem a experiência do cliente Estudo da Forrester: Autoatendimento omnichannel O contact center na nuvem e a CX Você não precisa ficar nas mãos do seu fornecedor de contact center O setor elétrico e a CX O setor de seguros e a CX Melhore a CX no setor de saúde Genesys Interaction Recording Setor de energia e serviços públicos & CX na América Latina Interaction Analytics Eir descobre os benefícios de personalizar a URA Outbound Engagement beneficia o setor de serviços públicos The Omnichannel Customer Engagement Playbook Construção do caso de negócio para um contact center omnichannel Guia de gestão de recursos para prestadores de serviços de saúde Planeje agora o atendimento ao cliente para 2021 Guia de experiência do cliente omnichannel para prestadores de serviços de saúde Planeje e administre a sua força de trabalho Omnichannel Conversation Manager Os bancos na era da Experiência do Cliente O impacto dos canais digitais no setor bancário Guia Para Uma Experiência Do Cliente Omnichannel Sem Interrupções No Setor Bancário Frost & Sullivan— Mobile Engagement Delivers Great Customer Experiences Obtenha vantagem competitiva com o Genesys Omnichannel Engagement Center Genesys Multimedia Communications Manager Mapeamento da jornada do cliente Por que as empresas escolhem contact centers baseados em SIP Construir um caso de negócio para substituir o ACD do seu call center Construir um caso de negócio para modernizar o contact center 10 razões pelas quais a Genesys CX Platform é a escolha certa para o seu contact center Relatório Total Economic Impact™ da Genesys Omnichannel Engagement Center Solution Gere excelentes experiências para seus clientes no setor bancário É hora de fazer uma mudança em sua URA? Prepare a sua força de trabalho para a revolução omnichannel Conectando as jornadas do cliente: Entrevista com uma executiva da Emirates Melhores Práticas para o Roteamento do Contact Center O que acontece quando o banco detecta uma cobrança fraudulenta? Melhores práticas para a experiência do cliente omnichannel. Assistência ao Vivo Assistência ao Vivo
h5|Como podemos te ajudar hoje?
sp|Impacto do COVID-19. +55.11.3197.8004 +55.11.3197.8004 | | |
pa|Escolha a plataforma de contact center para obter inovação rápida – ideal para organizações de qualquer setor ou tamanho. Estamos em constante inovação. Veja os mais recentes lançamentos para experiência do cliente e do colaborador. Veja como as soluções da Genesys atendem e superam as expectativas dos padrões de segurança modernos. Agregue valor e funcionalidades de forma rápida por meio do portal AppFoundry. Amplie as funcionalidades sem a necessidade de usar diretamente uma API. Sem a necessidade de programação. Consulte os especialistas e obtenha as ferramentas necessárias para garantir migrações perfeitas de nuvem para nuvem. Simplifique a migração para a nuvem com experiência, domínio e um plano personalizado. Eleve o nível de sua experiência com a Genesys. Consulte as possibilidades. Opere seu contact center com um software que facilita muito a experiência do cliente. Impulsione seu centro de contato com a Genesys AI para criar experiências personalizadas em grande escala. Crie um call center personalizado com aplicativos e integrações. Mantenha a conversa (bidirecional) ativa por meio dos aplicativos de mensagens favoritos de seus clientes. Ofereça aos seus clientes assistência por autoatendimento em período integral com automação inteligente. Crie bots melhores com compreensão de linguagem natural para obter autoatendimento inteligente. Use seu site para dar aquele empurrãozinho nas conversas com o chat ao vivo e resolva problemas em tempo real. Aproveite o poder de seus dados por meio do roteamento preditivo. Impulsione as experiências com conexões avançadas por meio de uma solução all-in-one completa para contact centers. Proporcione experiências do cliente competitivamente superiores e transformação digital em qualquer escala. Saiba como as estrelas desconhecidas do atendimento ao cliente estão melhorando a vida dos clientes. Escolha um parceiro dedicado que trabalhe com você antes, durante e depois da implementação. Junte-se a nós para celebrar os heróis dos fones de ouvido, os agentes que fazem sempre um pouco mais. Uma comunidade de aprendizado contínuo e inovação para profissionais de experiência do cliente. Veja como as soluções de call center e de experiência do cliente da Genesys ajudam as empresas a serem bem-sucedidas. Encontre o parceiro ideal da Genesys ou junte-se à nossa rede de parceiros. Juntos, ajudaremos sua empresa a alcançar os objetivos. Saiba mais sobre a Genesys e descubra por que mais de 11.000 empresas em todo o mundo confiam em nós. Personalize seu contact center. Crie a solução perfeita com nossa ferramenta interativa. Saiba como atender aos clientes onde quer que eles estejam e aprenda a direcioná-los para jornadas mais produtivas. Descubra novas formas de gerar engagement e empoderar a sua equipe, e lembre-se: ajudar as pessoas é um ótimo trabalho. Maximize a tecnologia de experiência do cliente de forma a alcançar seus objetivos e aumentar a satisfação dos clientes. Conquiste novos clientes e mantenha os antigos com uma abordagem mista de vendas, marketing e suporte. Programe-se para os próximos eventos virtuais e presenciais da Genesys. Obtenha insights de clientes, colaboradores, formadores de opinião do setor e muito mais. Assista e ouça dicas para proporcionar momentos mais conectados e uma melhor experiência do cliente. Conheça os recursos e funcionalidades do Genesys Cloud neste tour autoguiado. Solicite uma demo Teste grátis Crie sua solução Obtenha um orçamento Crie excelentes relacionamentos com os clientes com as soluções de customer engagement da Genesys e permita que a nossa exclusiva abordagem omnichannel alimente o seu crescimento futuro. Quando você conecta as interações dos clientes em todos os canais de voz e digitais, pode proporcionar uma experiência de atendimento consistente, perfeita e personalizada. Crie campanhas de marketing mais segmentadas que produzem melhores leads. Dê aos representantes de vendas as informações que necessitam para melhorar o índice de conversão em vendas. Com as soluções da Genesys, você criará novas e valiosas oportunidades de receita e melhorará a fidelidade dos clientes, além de reduzir os custos. Integre as tecnologias mais recentes em seu plano de atendimento ao cliente para superar os KPIs e criar melhores relacionamentos com os clientes Examine os insights para segmentar campanhas de marketing com precisão, converter leads em clientes e levar sua empresa a um novo patamar Uma plataforma avançada de sales engagement oferece as ferramentas adequadas e os dados necessários para transformar oportunidades e leads em vendas Seus clientes esperam um atendimento personalizado em cada interação e em todos os canais. As soluções da Genesys resolvem esses problemas: Preencha pipelines e promova o crescimento com as soluções de marketing da Genesys. Integre seus dados de marketing e vendas com uma ferramenta única, ágil e fácil de usar. Com a Genesys, você pode: Aproveite o momento de oportunidade, interagindo com os clientes potenciais em seus canais preferidos e aumentando as conversões rapidamente. Com as soluções de vendas da Genesys, você pode reunir dados de customer engagement on-line e off-line para: Integre as tecnologias mais recentes em seu plano de atendimento ao cliente para superar os KPIs e criar melhores relacionamentos com os clientes Examine os insights para segmentar campanhas de marketing com precisão, converter leads em clientes e levar sua empresa a um novo patamar Uma plataforma avançada de sales engagement oferece as ferramentas adequadas e os dados necessários para transformar oportunidades e leads em vendas Todos os anos, a Genesys proporciona mais de 70 bilhões de experiências do cliente excepcionais em mais de 100 países. Por meio do poder da nuvem e da inteligência artificial, nossa tecnologia conecta a qualquer canal todos os momentos do cliente relacionados a marketing, vendas e serviços, além de melhorar as experiências dos colaboradores. A Genesys é pioneira em Experience as a Service (Experiências como serviço), permitindo que organizações de todos os tamanhos ofereçam uma personalização genuína em escala e interações com empatia, além de promover a confiança e a fidelidade do cliente. Tudo isso graças à Genesys Cloud , uma solução all-in-one que é a maior plataforma pública de contact center na nuvem do mundo, criada para a inovação, a escalabilidade e a flexibilidade com rapidez. Copyright © 2021 Genesys. Todos os direitos reservados.
li|Encaminhe os clientes para o recurso certo logo na primeira vez para aumentar a eficiência e o índice de resolução no primeiro contato. Ofereça experiências personalizadas, antecipe-se às necessidades dos clientes e analise suas jornadas. Consolide todos os canais em uma única plataforma, complete a integração com os sistemas existentes, migre no seu próprio ritmo e permita que os usuários corporativos ajustem seus aplicativos e relatórios. Destaque-se com um atendimento simplificado e personalizado, com agentes capacitados para fornecer o melhor atendimento possível. Adquirir, interagir, fazer vendas adicionais e reconquistar clientes com mais eficiência utilizando campanhas multicanal extremamente segmentadas. Acesse dados valiosos das interações com uma visão unificada dos seus clientes para aumentar o índice de conversão em vendas. Priorize e distribua oportunidades de vendas on-line automaticamente com base em seu valor e oportunidade. Examine as gravações das interações para obter insights práticos para melhorar continuamente as campanhas, concentrar-se em clientes potenciais com grande intenção de compra, alimentar o pipeline e o índice de conversão em vendas, e aumentar o valor do ciclo de vida do cliente. Distribuir rapidamente os leads de maior valor e disponibilizar esses dados para os representantes de vendas em tempo real em momentos críticos. Utilizar o engagement proativo no momento certo da jornada do cliente, no site ou no aplicativo móvel. Monitorar o comportamento de clientes potenciais e comunicar-se por meio de chat na web ou iniciar um retorno de chamada com base nas regras de engagement. Conectar o melhor representante de vendas com cada interação e atribuir, com precisão, cada ação a um resultado para melhorar os KPIs.
st|Contato center: Experiência do cliente: TI: Pequenas empresas:
h1|Construa melhores relacionamentos com nossas soluções digitais de experiência do cliente
h2|Promova melhores experiências do cliente em marketing, vendas e serviços Use uma abordagem em equipe para melhorar o atendimento ao cliente Mais leads, menos gastos: o marketing que dá conta do recado
h3|Planejamento da experiência do cliente Explorar as soluções da Genesys… Explorar as soluções da Genesys para…
h4|Nossa tecnologia Nossa abordagem Funções Produtos A vantagem da Genesys Quem somos A Genesys pode ajudá-lo Explore Atendimento ao cliente Atendimento ao cliente Marketing Marketing Vendas Vendas Atendimento ao cliente Marketing Vendas Assistência ao Vivo Assistência ao Vivo
h5|Como podemos te ajudar hoje?
sp|Impacto do COVID-19. +55.11.3197.8004 Obtenha mais informação Obtenha mais informação Obtenha mais informação Fidelize suas conversões: otimize suas vendas no dia-a-dia +55.11.3197.8004 | | |
pa|Elija la plataforma de contact center que agiliza la innovación, ideal para organizaciones de cualquier industria o tamaño. Innovamos constantemente. Vea los últimos lanzamientos en materia de experiencia del cliente y del empleado. Vea cómo las soluciones de Genesys cumplen y superan los estándares de seguridad modernos. Agregue valor y funcionalidad rápidamente a través del portal de aplicaciones AppFoundry. Amplíe la funcionalidad sin usar directamente una API. No se requiere programación. Consulte a los expertos y obtenga las herramientas que necesita para migrar de una nube a otra sin interrupciones. Simplifique la migración a la nube con experiencia, conocimiento y un plan personalizado. Lleve la experiencia de Genesys al próximo nivel. Descubra las posibilidades. Realice las operaciones de su contact center con un software que le facilita brindar una excelente experiencia al cliente. Impulsa tu centro de contacto con Genesys AI para crear experiencias personalizadas en larga escala. Cree un call center con aplicaciones e integraciones. Continúe la conversación (bidireccional) a través de las aplicaciones de mensajería que sus clientes prefieren. Ofrezca a sus clientes la posibilidad de autogestión en todo momento del día mediante la automatización inteligente. Desarrolle mejores bots con comprensión de lenguaje natural para brindar un autoservicio inteligente. Convierta al sitio web en el punto de partida de la conversación mediante el software de chat en vivo y solucione problemas en tiempo real. Aproveche el poder de sus datos con enrutamiento predictivo. Promueva experiencias profundamente conectadas a través de la solución integral para contact centers “todo en uno”. Ofrezca experiencias del cliente superiores a las de la competencia, así como una transformación digital a cualquier escala. Descubra cómo los mejores representantes de servicio al cliente, aunque sean desconocidos, están mejorando la vida de los clientes. Elija un socio dedicado que trabaje con usted antes, durante y después de su implementación. Acompáñenos a homenajear a los héroes con auriculares: los agentes que superan con creces las expectativas. Una comunidad de aprendizaje e innovación continuos para los profesionales de experiencia del cliente. Descubra cómo las soluciones de call center y experiencia del cliente de Genesys ayudan a que las empresas tengan éxito. Encuentre el socio de Genesys que necesita o únase a nuestra red de socios. Lo ayudaremos a alcanzar sus objetivos, juntos. Conozca Genesys y descubra por qué 11 000 empresas de todo el mundo confían en nosotros. Personalice su contact center. Diseñe la solución perfecta con nuestra herramienta interactiva. Sepa cómo atender a los clientes en donde están y orientarlos para que sus journeys sean más productivos. Descubra formas de involucrar y empoderar a su equipo, dado que ayudar a las personas es un gran trabajo. Maximice su tecnología de experiencia del cliente para alcanzar sus objetivos y deleitar a sus clientes. Gane y mantenga a los clientes con un enfoque combinado de ventas, marketing y soporte. Agende estos próximos eventos de Genesys, virtuales y presenciales. Obtenga insights de clientes, empleados, líderes de pensamiento y mucho más. Vea y escuche ideas sobre cómo mejorar la experiencia del cliente y generar más momentos conectados. Explore las características y la funcionalidad de Genesys Cloud en este tour autoguiado. Solicite una demo Prueba Gratis Diseñe su solución Obtenga una cotización Hoja de datos útiles eBook Informe de investigación Research Report eBook Research Report eBook Lista de verificación Informe de investigación Article Informe de investigación eBook Infographic Brochure eBook Informe de investigación Infographic EBook eBook Article Article Article Article White Paper Infographic Informe de la industria Brochure Datasheet Infographic eBook eBook Datasheet Infographic Infographic eBook Infographic Infographic Infographic Infografía Informe de investigación Infografía Infografía Infografía Informe de investigación Informe de investigación Infografía Infografía Infographic eBook eBook Practical Guide Informe de investigación Brochure Brochure Brochure Informe de investigación Infographic Infographic Brochure Executive Brief Brochure eBook eBook eBook Hoja de datos útiles eBook eBook Infografía Video Informe de investigación Informe de investigación eBook Informe de investigación Infografía Infografía Infografía Video Infographic eBook eBook Brochure White Paper Informe de investigación Informe de investigación Informe de investigación Informe de investigación eBook Informe de investigación Brochure Infografía Datasheet Infografía eBook Executive Brief Hoja de datos útiles Informe de investigación eBook Informe de investigación Executive Brief Informe de investigación Informe de investigación eBook Datasheet Informe de investigación eBook Video Brochure Brochure Infografía Infografía Infografía Infografía Brochure Datasheet eBook Executive Brief Executive Brief Executive Brief Informe de investigación Informe de investigación Informe de investigación eBook Executive Brief eBook Executive Brief eBook eBook Informe de investigación Informe de la industria eBook eBook eBook eBook Executive Brief Brochure Brochure Brochure Executive Brief Executive Brief Informe de investigación Informe de investigación eBook eBook eBook eBook Informe de investigación Infografía Infografía Infografía Brochure Brochure Hoja de datos útiles eBook Informe de investigación eBook Infografía Datasheet Brochure eBook Hoja de datos útiles Executive Brief Informe de investigación Infographic Cada año, Genesys ofrece más de 70.000 millones de extraordinarias experiencias del cliente a organizaciones situadas en más de 100 países. A través de la potencia de la nube y la IA, nuestra tecnología conecta cada interacción del cliente con los departamentos de marketing, ventas y servicio mediante cualquier canal y, al mismo tiempo, mejora las experiencias de los empleados. Genesys incursionó en la implementación de Experience as a Service con el fin de que las organizaciones de cualquier tamaño puedan proporcionar una verdadera personalización a escala, interactuar con empatía y promover la confianza y la lealtad de los clientes. Esto fue posible gracias a Genesys Cloud , una solución todo en uno y la plataforma de contact center en la nube pública líder en el mundo, diseñada para brindar innovación, escalabilidad y flexibilidad con rapidez. Copyright © 2021 Genesys. Todos los derechos reservados.
di|Borrar [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] [this_page_title] Soluciones en la nube para potenciar el servicio al cliente en 2019 [cutoff co_thick="2px"]Los clientes ahora interactúan con las empresas en más canales que nunca, incluyendo correo electrónico, chat en vivo, redes sociales, SMS y servicios de mensajería en vivo. Para comprender cómo los centros de llamadas de tamaño mediano están lidiando con los cambios en el compromiso del cliente, Frost & Sullivan encuestó a 600 responsables de toma de decisiones de negocios y TI a nivel mundial para descubrir sus aspiraciones, prioridades y desafíos. Obtenga el informe de investigación global y los focos regionales en América del Norte, América Latina y Europa para ver los resultados completos. Las ideas clave incluyen: En América del Norte, el 64% espera aplicar inteligencia artificial (AI) a los canales de participación, mientras que el 52% planea admitir aplicaciones de mensajería y asistentes virtuales en los próximos dos años En América Latina, más del 50% de los centros de llamadas están considerando la nube para mitigar los desafíos empresariales Europa cree que mejorar la lealtad del cliente y el valor de por vida son los beneficios empresariales más valiosos antes de la satisfacción del cliente y los objetivos de ingresos [mktoform cta_header="Descarga el informe" cta_button="Descargar el informe" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001GY9nAAG" url="https://www.genesys.com/campaign/frost-sullivan-global-research-midsized-call-centers-take-a-digital-first-approach-thank-you" ar_url="https://www.genesys.com/campaign/frost-sullivan-global-research-midsized-call-centers-take-a-digital-first-approach-thank-you"] Los 2 lados de la moneda en la lealtad de un cliente hacia una marca [cutoff co_thick="2px"]Los impulsores clave del comportamiento del consumidor han sido tradicionalmente el valor, la conveniencia y la experiencia. De cara al futuro, las marcas también deben considerar la elección, el propósito y la privacidad si quieren ganarse la lealtad de sus clientes. Para dirigirse con éxito a los consumidores, las empresas deben equiparse con análisis predictivos más inteligentes para comprender mejor la huella digital de los clientes, para eso está Genesys Cloud. Hoy en día, al intentar generar experiencias de cliente únicas y personalizadas, las marcas buscan cada vez más los datos y la tecnología. Esta infografía aborda de forma sencilla la escala del desafío que las empresas enfrentan al desarrollar sus sistemas de lealtad. El consenso de la industria es que la mayoría de los consumidores son perceptivos a los programas de fidelización, pero existe una brecha entre la retórica y la realidad. Es decir, existen 2 lados de la moneda. ¡Descargue la infografía ahora![mktoform cta_header="Descargue la infografía" cta_button="Descargar ahora" ar_status="dynamic" cid_id="7011T000001l0P0QAI"] REPORTE Tendencias CX 2021 Después del año que hemos vivido, la experiencia del cliente y del empleado es más importante que nunca. Pasando por la sensibilidad y la empatía que nos ha generado el conocer realmente las marcas y si se involucran socialmente, hasta las experiencias potenciadas por las emociones que han imperado en este distanciamiento social. Todas las industrias se han transformado en cuestión de pocos meses, bien sea para hacer frente a la situación o dando giros radicales en sus estrategias de negocio. La realidad es que, hay empresas que han mostrado mayor capacidad y agilidad en adaptarse frente a la crisis. Descargue el reporte y descurbra: Tendencias y estrategias de CX para 2021 Innovación tecnológica Canales de comunicación más usados Comportamiento del consumidor 2021 Descargue el reporte [mktoform cta_header="" cta_button="Descárguelo ahora" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kzexQAA" ar_url="https://www.genesys.com/es-mx/resources/forbes-el-rol-de-los-cxo-en-las-empresas-mexicanas"] REPORTE ESPECIAL FORBES El rol de los CXO en las empresas mexicanas La economía de las experiencias, aunado a la digitalización de los procesos en las empresas, están cambiando drásticamente los modelos de negocios y con ello los roles en las organizaciones; en este contexto, uno en particular se vuelve cada vez más crucial: el Chief Experience Officer (CXO), entendiendo a éste como el responsable de definir las estrategias y el diseño de las experiencias de usuario con los productos y servicios de la organización. Forbes, que se ha caracterizado históricamente por seguir y entender las tendencias que impactan en el mundo de los negocios, con el apoyo de EGADE Business School y en alianza con la firma de TI, Genesys, ha llevado a cabo el estudio El rol de los CXO en las empresas mexicanas, el cual tiene como objetivo principal conocer la manera en que las organizaciones incorporan este rol en su organigrama y cómo su función promueve la innovación en el proceso de experiencia del cliente y la lealtad de las audiencias a las que se dirigen, colaborando con ello en la rentabilidad de las empresas. Descargue el reporte [mktoform cta_header="" cta_button="Descárguelo ahora" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001ky1uQAA" ar_url="https://www.genesys.com/es-mx/resources/forbes-el-rol-de-los-cxo-en-las-empresas-mexicanas"] [rawcss raw_css="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"] INFORME GARTNER DE INVESTIGACIÓN Cuadrante Mágico de Gartner 2020 para Contact Center como Servicio, Mundial Gartner destaca a Genesys en la categoría "líder" del Cuadrante Mágico 2020 para CCaaS El mercado de Contact Center como Servicio (CCaaS) es altamente competitivo. El Cuadrante Mágico de Gartner 2020 para CCaaS evalúa a 13 proveedores según su amplitud de visión y capacidad de ejecución, y sirve de orientación para que las empresas puedan optar por la solución correcta. Genesys se enorgullece de ser líder por su amplitud de visión y por su capacidad de ejecución mediante operaciones robustas a nivel mundial, una creciente presencia geográfica y una fuerte red de socios. Obtenga el informe y descubra por qué Genesys ha sido posicionada como líder mundial por sus soluciones para todo tipo de empresas e industrias. Conocerá: Las principales tendencias del mercado de CCaaS Las recomendaciones para explorar el mercado La forma en que Gartner evalúa a 13 proveedores según su capacidad para brindar un excelente servicio de atención Obtenga el informe [mktoform cta_header="" cta_button="Descargar ahora" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kxJEQAY"] * Gartner no respalda a ningún proveedor, producto o servicio representado en sus publicaciones de investigación ni aconseja a los usuarios de tecnología que escojan únicamente a los proveedores con las más altas calificaciones u otra designación. Las publicaciones de investigación de Gartner constituyen las opiniones de la organización de investigación Gartner y no deben ser interpretadas como declaraciones de hecho. Gartner renuncia a todas las garantías, expresas o implícitas, con respecto a esta investigación, incluyendo cualquier garantía de comerciabilidad o idoneidad para un fin específico. Gartner es una marca registrada y una marca de servicio de Gartner, Inc. o de sus sociedades afiliadas en los Estados Unidos y el mundo, y es usada en la presente con permiso. Todos los derechos reservados. Fuente: Cuadrante Mágico de Gartner para Contact Center como Servicio, Steve Blood, Drew Kraus, Pri Rathnayake, 9 de noviembre de 2020. Laboratorios Farmacéuticos Innovación en la gestión de Experiencias: ¿Cómo mejorar el CX en el mercado Farmacéutico utilizando Inteligencia Artificial? [cutoff co_thick="2px"]La industria de laboratorios farmacéuticos ha estado enfrentando grandes cambios en sus estrategias tanto de investigación de medicamentos como en el suministro de tecnología sanitaria, hoy más acentuado con la llegada del COVID-19. Hoy en día, esto está cambiando exponencialmente con iniciativas de CX dirigidas y potencializadas con Inteligencia artificial, lo invitamos a ver cómo lo hacemos desde Genesys. ¡Descargue la infografía ahora![mktoform cta_header="Descargue la infografía" cta_button="Descargar ahora" ar_status="dynamic" cid_id="7011T000001kyS2QAI"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] Cómo hacer de la IA un acelerador de tu marketing digital Evoluciona el journey de tus usuarios y clientes e incrementa las ventas [cutoff co_thick="2px"]La transformación tecnológica ha modificado drásticamente el enfoque de la mayoría de los negocios. El ámbito digital es el nuevo escenario y tenemos que adaptarnos a las reglas del juego. La experiencia de usuario en la era digital se expresa en datos, y conocerlos es vital para poder anticiparse y ganar en proactividad. En este sentido, la Inteligencia Artificial y el aprendizaje automático o machine learning suponen herramientas imprescindibles para lograr resultados cuantificables y excelentes a partir del control del customer journey de nuestros clientes, y gracias a insights en tiempo real y a la generación de engagement proactivo en el momento y canal correctos. En este White Paper realizado en colaboración con APD encontrarás: Claves para comprender el customer journey y así asegurar resultados Ventajas de optimizar los viajes del cliente y empleado aprovechando la IA Casos de éxito de grandes compañías como Ethiopian Airlines, Vodafone o Swisscom Recomendaciones de expertos para comprender cómo la IA puede impactar en tu modelo de negocio ¡Ponte a prueba! ¿Estás seguro de que controlas el viaje digital de tus clientes? Descarga este White Paper para averiguarlo.[mktoform cta_header="Todo lo que necesitas saber... a un clic" cta_button="Descárgatelo" ar_status="dynamic" cid_id="7011T000001kxpPQAQ"] Nuevas tendencias del sector minorista [cutoff co_thick="2px"]El mundo ha cambiado por completo durante la crisis provocada por la pandemia del coronavirus. Así mismo deberán cambiar las estrategias y acciones del negocio. El sector de Retail (productos, servicios) y sus especialidades, como uno de los que más crecen anualmente; hoy es de los más afectadas por la crisis del COVID. Sin embargo hay datos muy positivos sobre el futuro del e-commerce y allí es donde retail e e-commerce deben ir de la mano; sin diferenciar entre tiendas físicas o virtuales, sino apostando por un escenario omnichanel. ¡Descargue la infografía ahora![mktoform cta_header="Descargue la infografía" cta_button="Descargar ahora" ar_status="dynamic" cid_id="7011T000001kxmVQAQ"] INFORME DE ANALISTAS Forrester destaca a Genesys como "líder" en tecnología de contact center como servicio. The Forrester Wave™: Proveedores de tecnología de contact center como servicio (CCaaS), tercer trimestre de 2020 Dado el continuo aumento en la cantidad de canales digitales disponibles, los agentes remotos necesitan una tecnología confiable que los asista en esta nueva normalidad. Para responder con eficacia, necesitan una solución robusta de contact center "todo en uno" que ofrezca personalización a escala. Genesys se enorgullece de haber recibido la distinción de "líder" de soluciones de contact center como servicio (CCaaS) en el informe de Forrester Wave 2020, y de haber sido reconocido por su extensa cartera de productos, integraciones de CRM y funciones nativas para la optimización de la fuerza de trabajo (WFO), lo que ofrece una experiencia perfecta a diversos usuarios, así como consistencia en los datos operativos y de WFO. Descargue el informe completo y descubra por qué Forrester reconoce a Genesys como "líder" en CCaaS. También podrá encontrar lo siguiente: Un análisis independiente de los distintos proveedores de CCaaS Las principales tendencias del mercado Qué buscar en una solución de CCaaS Tablas que comparan las ofertas, las estrategias y la presencia de mercado de los proveedores actuales Descargue el informe [mktoform cta_header="" cta_button="Descárguelo ahora" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001kvxkQAA" ar_url="https://content.genesys.com/forresterwave-ccaas-2020"]The Forrester Wave™ es propiedad registrada de Forrester Research, Inc. Forrester y Forrester Wave™ son marcas comerciales de Forrester Research, Inc. The Forrester Wave™ es una representación gráfica de la visión de Forrester del mercado y se elabora con una hoja de cálculo pormenorizada con puntuaciones expuestas, ponderaciones y comentarios. Forrester no recomienda a ningún proveedor, producto o servicio reflejado en el informe Forrester Wave™. La información se basa en los mejores recursos disponibles. Las opiniones reflejan los criterios de ese momento y están sujetas a cambios. [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] Portabilidad Financiera Oportunidad y Desafios De acuerdo al último informe de GlobalData existirá para el sector bancario un impulso de cambio radical en el comportamiento de los canales de relacionamiento con clientes. Aquellos bancos que reaccionen de manera lenta a este nuevo escenario digital se verán fuertemente golpeados. La ley de portabilidad financiera beneficiará al 70% de los chilenos, permitiéndoles tomar mejores decisiones en menos tiempo, sin embargo, este nuevo escenario presenta grandes desafíos para la banca e instituciones financieras. Genesys crea una oferta Cloud para las compañías que enfrentan el desafío de la portabilidad financiera, ayudando a aumentar la retención y las oportunidades de captación de clientes de la competencia. Lea el Brochure. [mktoform cta_header="" cta_button="Descargue ahora." ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t9X7QAI"] El Contact Center de Nube y la CX [cutoff co_thick="2px"]El comportamiento del cliente está cambiando rápidamente con la proliferación de smartphones, redes sociales, correo electrónico y tecnologías avanzadas. ¿Sabía que hoy el 7% de los clientes está muy satisfecho con la experiencia de atención? Con los canales digitales, de voz y online a disposición de los clientes las 24 horas, los 7 días de la semana, es esencial que las empresas dominen a la perfección la atención omnicanal para poder crear una experiencia sin interrupciones. ¡Descargue la infografía ahora![mktoform cta_header="Descarga la infografía" cta_button="Descarga ahora" ar_status="dynamic" cid_id="7011T000001kwo6QAA"] LIBRO ELECTRÓNICO Casos de uso aplicados en los modelos de atención de compañías Experience as a Services A medida que se reactiva la economía a nivel global los nuevos modelos de atención de las compañías se orientan a estrategias de Experiencia como Servicio. Esto puede significar definir o re definir su estrategia y enfocarla con un único objetivo: sus clientes o Customer Centric. Las juntas directivas, directorios ejecutivos o C-Levels son los responsables de orquestar las nuevas decisiones orientadas a estos nuevos modelos de servicio disruptivos. Los modelos de atención cuentan con una serie de atributos basados en tres pilares fundamentales: Automatización de los Procesos Enfoque de las Personas Potencialización de la Tecnología Tanto la automatización de procesos como el enfoque del recurso humano deberán ser parte del plan estratégico de las organizaciones. La tecnología deberá ser considerada un impulsor de la estrategia y deberá cumplir con condiciones de agilidad, seguridad y confiabilidad. Respecto al como Genesys recomienda la utilización de los casos de uso los cuales se orientan en los resultados, creando un éxito predecible y repetible. Los casos de uso de Genesys han sido probados y repetidos en organizaciones de Experience as a Services de todo el mundo aprovechando la experiencia y las mejores prácticas. Los casos de uso se han desarrollado teniendo en cuenta el nivel de madurez de los clientes, por lo que no importa dónde se encuentre en su recorrido o Journey, los casos de uso de Genesys llevan a los clientes al siguiente nivel de madurez de Experience as a Services. Lea el eBook [mktoform cta_header="" cta_button="Descargue ahora" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kwo1QAA"] Portabilidad Financiera La importancia de crear grandes experiencias La ley de portabilidad financiera beneficiará al 70% de los chilenos, permitiéndoles tomar mejores decisiones en menos tiempo, sin embargo, este nuevo escenario presenta grandes desafíos para la banca e instituciones financieras. Conozca como Genesys Cloud puede ayudar a la banca e instituciones financieras a aprovechar las oportunidades de este nuevo escenario. Lea el eBook. [mktoform cta_header="" cta_button="Descargue ahora." ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t9X7QAI"] La Industria 4.0: Revolución en los negocios y la experiencia de sus clientes [cutoff co_thick="2px"]La 4ta revolución industrial o industria 4.0, está transformando negocios, economías, empleos e incluso la sociedad. Esta nueva era, caracterizada por la integración de tecnologías digitales y físicas inteligentes, conectadas y autónomas como IoT y robótica, presenta grandes oportunidades pero también nuevos riesgos. Vea cómo ayudamos desde Genesys a la vertical de Manufactura. ¡Descargue la infografía ahora![mktoform cta_header="Descarga la infografía" cta_button="Descarga ahora" ar_status="dynamic" cid_id="7011T000001t9UXQAY"] Canales de CX ofrecidos por las Universidades [cutoff co_thick="2px"]¿Sabes cuáles son los canales de atención más utilizados por las universidades de Latinoamérica para atender a sus alumnos y prospectos? Conoce el estudio realizado por Solutions Consultant y Business Consultant de Genesys a 68 universidades. ¡Descargue la infografía ahora![mktoform cta_header="Descarga la infografía" cta_button="Descarga ahora" ar_status="dynamic" cid_id="7011T000001t9UIQAY"] LIBRO ELECTRÓNICO Genesys y Google Cloud: cómo darle vida a la IA en los contact center La inteligencia artificial (IA) en el contact center ha ido más allá de lo esperado. Los clientes están dispuestos a interactuar con bots, pero también quieren hablar con agentes para solucionar problemas complejos. La IA conversacional puede impulsar la eficiencia mediante la automatización de interacciones simples y repetitivas, al mismo tiempo que permite una transferencia fluida entre bots y agentes en vivo. También libera a los agentes para que manejen problemas más complejos. Genesys y Google Cloud hacen que las experiencias del cliente con IA sean accesibles para las empresas de todos los tamaños y niveles de sofisticación. Obtenga este eBook para aprender saber sobre los siguientes puntos: Tres desafíos que la IA conversacional resuelve en los contact centers Cómo los voicebots y los chatbots pueden mejorar la eficiencia operativa Cómo potenciar a los agentes con un asistente virtual con IA Lea el eBook. [mktoform cta_header="" cta_button="Descargue ahora." ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8DVQAY"] Oficina Virtual: Mejorando la Experiencia del Cliente Digital [cutoff co_thick="2px"]Una oficina virtual permite a los ejecutivos financieros de la sucursal bancaria, brindar servicios de atención presencial a sus clientes, donde sea y cuando lo necesiten. Esto incluye la incorporación de cuentas virtuales, solicitudes de préstamos hipotecarios, depósitos, servicio al cliente virtual e incluso banca móvil. ¡Descargue la infografía ahora![mktoform cta_header="Descargue la infografía" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7011T000001t7KpQAI"] 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 GeneysCloud Teleconsulta LATAM [cutoff co_thick="2px"]El uso de la teleconsulta es una forma de garantizar el servicio médico oportunamente y en condiciones de calidad apropiadas. En el actual contexto, los profesionales se ven forzados a cambiar a un esquema de atención digital en tiempo récord. ¡Descargue ahora![mktoform cta_header="Descargue la infografía" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7011T000001t8Z7QAI"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="La nueva experiencia del cliente en los seguros" image="320775" filecta_label="Download"]La industria de seguros está cambiando su modelo de venta con el avance tecnológico. Entender el Customer Journey de sus clientes se volvió un punto clave para personalizar y dar una experiencia única.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][/section_cta][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"][/section_cta] INFORME DE INVESTIGACIÓN DEL MIT La agenda global para la IA: promesa, realidad y función de la IA y los datos compartidos Cómo comprender el impacto real de la IA en las empresasLas capacidades de inteligencia artificial (IA) ya no están reservadas para las grandes empresas de tecnología. El MIT descubrió que organizaciones de todos los sectores e industrias están experimentando con un conjunto de soluciones de IA, desde la industria manufacturera hasta la energética, y desde el sector de salud hasta el gobierno. MIT Technology Review Insights encuestó a más de 1000 altos ejecutivos de diferentes sectores y regiones del mundo para comprender cómo las organizaciones utilizan la IA en la actualidad y cómo planifican hacerlo en el futuro. Lea el informe hoy mismo para aprender sobre los siguientes puntos: Casos de uso de la IA en el mundo real Desafíos de escalabilidad que enfrentan las empresas Nivel de preparación de la empresa para compartir datos y mejorar las capacidades de IA Descargue el informe [mktoform cta_header="" cta_button="Descargue el informe" form_p_target="custom" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001IdI5QAK" url="https://www.genesys.com/es-mx/campaign/the-global-ai-agenda-promise-reality-and-the-role-of-ai-and-data-sharing"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="GeneysCloud Teleconsulta" image="289887" filecta_label="Download"]El uso de la teleconsulta es una forma de garantizar el servicio médico oportunamente y en condiciones de calidad apropiadas. En el actual contexto, los profesionales se ven forzados cambiar a un esquema de atención digital en tiempo récord.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] ¿Cómo seguir ofreciendo el mejor servicio a tus clientes? En Genesys te ayudamos con esta situación provocada por el COVID-19 [cutoff co_thick="2px"]Ahora más que nunca, la atención al cliente está jugando un papel esencial en las empresas. Sabemos que el número de consultas ha aumentado considerablemente durante esta situación y es vital contar con una tecnología adecuada para seguir ofreciendo las mejores experiencias a los clientes desde casa. ¿Cómo trabajar desde casa de la manera más rápida y segura posible? Genesys Cloud te facilita las cosas: Puedes tenerlo listo en 48 horas y probarlo gratis durante 60 días. Sin compromiso. Te asesoraremos en lo que necesites durante todo el proceso Contarás con toda la funcionalidad necesaria para ofrecer una excelente experiencia del cliente Ahora lo importante es que no tengas que preocuparte por la tecnología y puedas centrarte por completo en la seguridad de tus empleados y clientes. De lo demás nos encargamos nosotros. En este eBook puedes conocer más detalles sobre cómo podemos ayudarte. [mktoform cta_button="Leer ahora" ar_status="dynamic" cid_id="7011T000001t6eZQAQ"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] IDC Spotlight: Cómo aprovechar el poder transformador de la inteligencia artificial para centros de contacto con Google Cloud y Genesys En 2020, la experiencia del cliente superará al precio y al producto como elementos diferenciadores clave de una marca. Su contact center se encuentra en la primera línea de atención para brindar excelentes experiencias del cliente. Imagine ofrecerles a los clientes un autoservicio inmediato y continuo de la manera que ellos desean: en una conversación. Imagine también que los transfiere sin problemas a un agente humano, el cual puede utilizar inteligencia artificial (IA) para responder preguntas rápidamente. Según IDC, “para 2025, las empresas 'potenciadas con IA' podrán obtener puntuaciones NPS 1,5 veces más altas que sus competidores”. Lea este documento IDC Spotlight y descubra cómo utilizar IA en los contact centers permite: Aumentar la satisfacción del cliente Empoderar a los agentes humanos Obtener más insights del negocio Obtenga el informe de IDC. [mktoform cta_header="" cta_button="Léalo ahora." form_branding="resource-alt" ar_status="dynamic" cid_id="7011T000001kqUwQAI"] REPORTE DE FORRESTER Las tres megatendencias en servicio al cliente en 2020: Combinar inteligencia artificial y agentes para impulsar mejores experiencias Asegurarse de que sus agentes cuenten con las herramientas adecuadas es fundamental para llevar la conexión humana al contact center y comprender realmente los problemas de sus clientes. Conocer y relacionarse con sus clientes le ahorrará dinero y generará lealtad. Brindarles acceso a las herramientas habilitadas con inteligencia artificial (IA) a los agentes se está convirtiendo en la forma óptima de administrar el contact center. Al automatizar las interacciones más sencillas y facilitarles a sus clientes herramientas digitales para corregir sus propios problemas, los agentes pueden manejar problemas más complejos, y esto los convierte en protagonistas fundamentales de su éxito. Lea este reporte de Forrester Research para obtener más información acerca de Las tres megatendencias para los profesionales de servicio al cliente en 2020 Cómo los cambios en la inteligencia artificial y las funciones de los agentes influyen en la planificación y la cultura de la fuerza de trabajo El papel de las computadoras de escritorio con tecnología de IA y la forma en que mejor orientan a los agentes acerca de las necesidades de los clientes Lea el reporte de Forrester [mktoform cta_header="" cta_button="Leer ahora" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kq8WQAQ"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Escenario de experiencia del cliente en México en 2020" sub_title="Opiniones de los consumidores colombianos sobre Experiencia del Cliente" image="181931" filecta_label="Download"]Lo que los consumidores piensan realmente sobre el servicio al cliente. Dónde ayudan la automatización y los bots, y dónde es preferible el toque humano.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title=" Escenario de experiencia del cliente en Colombia en 2020 " sub_title="Opiniones de los consumidores colombianos sobre Experiencia del Cliente" image="181931" filecta_label="Download"]Lo que los consumidores piensan realmente sobre el servicio al cliente. Dónde ayudan la automatización y los bots, y dónde es preferible el toque humano.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] [section_header ctatype="filecta" background_clr="bgc-plum" text_theme="theme-dark" title="Genesys Callback" sub_title="Keep customer happy with follow-through" image="181931" filecta_label="Download"]No matter how good your self-service may be, there are times when customers feel that their best chance at solving a problem is to get on the phone with a live person. But this introduces the possibility that these same customers will experience the frustration of waiting in call queues or not having the option to request a callback from a web or mobile app.[/section_header][section_grid background_clr="bgc-lgray"][sg_item title="Benefits"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][sg_item title="Key Features"] Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna Diam nonumy eirmod tempor invidunt ut labore et dolore magna [/sg_item][/section_grid][section_content][gsc_item format="content-a4" image="182018"] Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan. Paragraph headline goes here Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/gsc_item][/section_content][omnitable column="col-three" theme="plum-plain"][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][omnitable_row headerrow="header-row"][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][omnitable_col] Table header [/omnitable_col][/omnitable_row][omnitable_row][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][omnitable_col] Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit Lorem ipsum dolor sit [/omnitable_col][/omnitable_row][/omnitable][section_cta format="cta-t1" background_clr="bgc-lgray" fullname="Dwayne Calder" jobtitle="Managing Director" company="Insights & Enablement, Client Care" speakerquote="We’re thrilled with Genesys Cloud, our results to date, and the company’s vision for product innovation, security and stability. With its immediate and continuous delivery of new functionality, we can easily adopt technology advancements like artificial intelligence (AI) without expensive and time-intensive on-premises solution upgrades." companylogo="170057"][section_grid column="grid-1x1" tag_type="h2" title="Capabilities"][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][sg_item title="Paragraph headline goes here"]Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet clita kasd gubergren, no sea takimata.Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyan.[/sg_item][/section_grid] Genesys Callback for web, mobile and IVR provides seamless esc alation for assistance. [section_grid tag_type="h2" title="Technical specifications"][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][sg_item title="Paragraph headline goes here"] Open data mart accessible by any third-party business intelligence. Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence Open data mart accessible by any third-party business intelligence [/sg_item][/section_grid][section_cta ctatype="filecta" text_theme="theme-dark" title="Download Resource" sub_title="Lorem ipsum dolor sit amet, consetetur sadipscing elitr, sed diam nonumy eirmod tempor invidunt ut labore et dolore magna aliquyam erat, sed diam voluptua. At vero eos et accusam et justo duo dolores et ea rebum. Stet" background_img="143229" filecta_label="Download"] Comercio Minorista: La importancia de la conversión de prospectos [cutoff co_thick="2px"]Adentrarse en el mundo del marketing digital y la generación de ventas online puede ser un gran reto para el comercio minorista. Sin dudas el desafío no es nuevo, aunque ya en este momento de evolución tecnológica es prioritario comprender cómo generar ventas online y atraer visitantes a la tienda. ¿Sabe usted cuales son los obstáculos para que un visitante se convierta en cliente?. Descargue la infografía y descubra que podra hacer para que los visitantes completen con éxito el viaje dentro de su sitio y mejore sus ratios de conversión de venta. ¡Descargue ahora![mktoform cta_header="Descargue la infografía" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7011T000001knQlQAI"] Kit de planificación de la migración Dé el primer paso para una migración exitosa del centro de contacto Aproveche el poder y los beneficios de la nube, lo antes posible [cutoff co_thick="2px"]Mantener tecnologías obsoletas, inflexibles y heredadas es una decisión cada vez más costosa con rendimientos decrecientes. Migre a una solución moderna de centro de contacto para transformar su experiencia de cliente ahora e iluminar un camino claro para el futuro. Comience su transformación de la experiencia del cliente hoy. Vea cómo lo han hecho otros y obtenga consejos y herramientas útiles para ayudarlo durante su migración y más allá. Obtenga el kit de planificación de migración Genesys y dé el primer paso de su transformación. Recibirás: Información de las compañías que comparten su exitosa experiencia de migración Lista de verificación de migración CX: una guía esencial para identificar la solución correcta para la experiencia del cliente Recursos para comprender el enfoque prescriptivo de la migración. [mktoform cta_header="Obtenga el kit de planificación de migración Genesys" cta_button="Descarga el kit" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" cid_id="7010d000001KfiKAAS" url="https://www.genesys.com/es-mx/campaign/kit-de-planificacion-de-la-migracion" ar_url="https://www.genesys.com/campaign/migration-planning-kit"] Cómo aumentar la ventaja competitiva a través de la experiencia del cliente Cinco transformaciones reales [cutoff co_thick="2px"]Los clientes de hoy quieren que sus interacciones entre canales sean rápidas y no presenten problemas. Empresas globales como PayPal, Heineken y Vodafone han adoptado tecnología para brindar a sus clientes experiencias verdaderamente conectadas y omnicanal. Al migrar a la mejor plataforma de experiencia del cliente, han logrado: Cumplir los tiempos establecidos en la migración hacia la nube Cumplir los requisitos regulatorios específicos de su industria Reducir los costos de mantenimiento y operación Optimizar el personal Acelerar la obtención de valor y el ROI Mejorar el Net Promoter Score, la satisfacción del cliente y la resolución de las llamadas Conozca los cuatro pasos para planificar y ejecutar una estrategia de migración sin problemas, y hacer realidad la transformación de la experiencia del cliente. [mktoform cta_header="Obtenga el eBook" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7010d000001Kf3zAAC"] Lista esencial para migrar e identificar la solución de experiencia del cliente correcta Principales consideraciones para transitar un proceso de migración exitoso [cutoff co_thick="2px"]La tecnología del contact center desempeña un papel fundamental para el éxito de la experiencia del cliente y la operación de su negocio. Contar con las soluciones, la infraestructura y el proveedor óptimos resulta esencial para alcanzar las metas y satisfacer las expectativas actuales y futuras. Si tiene problemas con los sistemas antiguos de su contact center que limitan la información que tiene sobre los clientes, así como los canales, el mejor camino es migrar a una solución que le permita superar esas restricciones tecnológicas. El primer paso es descargar esta detallada lista de verificación que lo ayudará a evaluar a los proveedores y las principales soluciones. Usted descubrirá cómo: Identificar las metas y los objetivos de negocio más importantes para su organización Evaluar las opciones de implementación según el nivel de flexibilidad y las capacidades que necesita Comprender sus prioridades y necesidades tecnológicas Evaluar la capacidad y solidez a largo plazo del proveedor [mktoform cta_header="Obtenga la lista de verificación" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7011T000001kmj8QAA"] Nemertes Análisis del valor de negocio Tecnología Genesys Customer Experience [cutoff co_thick="2px"]Escoger una nueva tecnología de experiencia del cliente es una gran decisión, y escoger al proveedor correcto para garantizar el éxito a largo plazo también lo es. Nemertes Research realizó esta exhaustiva evaluación a nivel global sobre los resultados de negocio, técnicos y financieros experimentados por diez clientes que decidieron adoptar algún tipo de tecnología de experiencia del cliente de Genesys. Luego de seis meses de entrevistas con líderes de negocio y de TI, de validación de resultados individuales y de evaluación de tendencias comunes, Nemertes presenta el siguiente informe que ofrece: Los insights clave sobre las soluciones de Genesys escogidas por los encuestados, las razones de su elección y los resultados experimentados desde la migración. El modelo de implementación que están escogiendo empresas pequeñas, medianas y grandes –de 70 agentes a 11.000– y el impacto que esta decisión ha provocado en la productividad de los agentes, los requisitos de recursos de TI y la agilidad del negocio en general, entre otros. Los resultados de negocio individuales según el tipo de industria, el tamaño de la organización y las necesidades de las diversas regiones. Las tendencias comunes observadas en las diferentes empresas, tipos, modelos de implementación e industrias. [mktoform cta_header="Obtenga el informe" cta_button="Descargue ahora" ar_status="default" cid_id="7010d000001GdGaAAK"] [this_page_title] Las soluciones en la nube potencian el servicio al cliente en 2019 [cutoff co_thick="2px"]La Internet ha abierto un abanico de oportunidades y de información nunca antes visto, además de brindar un gran nivel de conveniencia a los clientes. Esto ha impulsado a las empresas a actualizar sus estrategias de customer engagement. Uno de los cambios más significativos ha sido la cantidad cada vez mayor de canales que los clientes utilizan para contactarse con las empresas. Ahora, se comunican por correo electrónico, chat, redes sociales, SMS y servicios de mensajería. Dado que la conectividad móvil ha redoblado aún más la apuesta, los clientes esperan que los contactos y las respuestas sean en tiempo real. En este informe, Frost & Sullivan analiza el valor de la experiencia del cliente para los call centers medianos en relación con su impacto para el negocio, las prioridades, la madurez tecnológica y la forma en que miden sus iniciativas de CX. En este informe de investigación global, usted conocerá: Las tendencias que tienen una mayor repercusión en el negocio de los call centers medianos La tecnología, las personas y los procesos necesarios para optimizar el engagement de clientes Los principales beneficios que se obtienen al mejorar la CX [mktoform cta_header="Descargue el informe de investigación" cta_button="Descargue el informe" ar_status="dynamic" ar_url_dynamic="custom" ar_url="https://www.genesys.com/campaign/frost-sullivan-global-research-midsized-call-centers-take-a-digital-first-approach-thank-you" cid_id="7010d000001GY9nAAG"] Sector Educación: La importancia de convertir prospectos en Educación [cutoff co_thick="2px"]La importancia de convertir prospectos en Educación Convertir prospectos en alumnos activos puede ser más fácil de lo que usted piensa. Descargue la infografía especialmente desarrollada para empresas del sector de Educación donde podrá encontrar las claves para acelerar el proceso de conversion, ordenar la información correctamente en los medios digitales, entender el comportamiento del prospecto desde su web y poder predecir mejores momento de contacto para concretar la inscripción de nuevos alumnos. Reconozca dónde están los puntos de mejora de su proceso actual de prospección y fidelice a sus alumnos con sólo algunos simples cambios. Descargue la infografía ahora![mktoform cta_header="Descargue la infografía" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7010d000001GdP8AAK"] Sector Automotriz: La importancia de la conversión de prospectos [cutoff co_thick="2px"]Usted podrá acceder a información que le permitirá entender las razones por las cuales una persona decide adquirir un auto, en qué momento toma la decisión y basado en que información se convence por una marca o modelo específico. Aumente el interés y las conversiones de venta generando más compromisos a través de los medios digitales, mientras que al mismo tiempo reduce la cantidad de puntos de contacto antes de su cliente adquiera un automóvil. Además, entienda el comportamiento de su cliente y anticiparse a sus necesidades sobre primeras compras, cambios de unidad o servicios técnico de post venta. ¡Descargue la infografía ahora![mktoform cta_header="Descargue la infografía" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7010d000001GdPDAA0"] Mejore el futuro de su experiencia del cliente y mitigue los riesgos de la tecnología obsoleta del centro de contacto Supere los desafíos que presentan los componentes antiguos de su contact center mediante soluciones de experiencia del cliente líderes en el mercado. [cutoff co_thick="2px"] El éxito se define por la calidad de las relaciones con sus clientes. Una estructura antigua puede afectar su capacidad de brindar un servicio consistente en todos los canales y puntos de contacto. Frente a las crecientes exigencias de los clientes y del negocio, usted no puede esperar a ver qué opciones a largo plazo le ofrecerá un proveedor y cuándo lo hará. Una forma de optimizar el customer engagement en los canales que tiene es incorporar soluciones de experiencia del cliente comprobadas y líderes en el mercado. Y, con un socio que se centre en la innovación y en su éxito, puede garantizar el futuro del negocio a medida que evoluciona. Lea este resumen ejecutivo y descubrirá cómo incorporar una plataforma de experiencia del cliente abierta, estable y comprobada, y seleccionar un proveedor que lo acompañe. Descubra las ventajas de una metodología de migración demostrada que lo guiará en el proceso de transformación de la experiencia del cliente, que incluye: Sentar una base sólida que brinde soporte a canales y puntos de contacto de customer engagement a medida que surgen Extender el engagement omnicanal a todos los departamentos y procesos fuera del contact center Capacitar a su personal en una plataforma basada en el futuro que admite soluciones de última generación y garantiza una excelente experiencia al cliente Incorporar la flexibilidad de una solución en la nube que tiene la agilidad necesaria para dar respuesta a las cambiantes necesidades del negocio y las exigencias de los clientes Aprovechar casos de uso comprobados que optimizan la migración y aceleran la obtención de valor [mktoform cta_header="Descargue el resumen ejecutivo" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7010B000001SJoFQAW"] [this_page_title] [cutoff co_thick="2px"]Los picos estacionales en la capacidad, aunque difíciles, son parte del curso normal de la mayoría de las empresas. Y a pesar de que no existe manera de estandarizar completamente todos los niveles del negocio, sí puede manejar los cambios mediante una planificación adecuada. La mayoría de las empresas lo ha experimentado de alguna manera. Sin embargo, algunas tienen menos recursos para expandirse y contraerse con facilidad. Los problemas de capacidad estacional pueden variar a lo largo del año y no se ciñen estrictamente a las épocas festivas, aunque estas son una muy buena representación del problema. Para solucionarlo, el primer paso es analizar los datos históricos e identificar los picos y valles a los que se enfrenta. Piense luego cómo se manejará la asignación de personal y después concéntrese en cuestiones un poco más complejas que van más allá de las fluctuaciones normales del negocio. En este eBook descubrirá: Cómo solucionar los problemas relacionados con la asignación de personal para manejar el volumen Cómo reemplazar la tecnología obsoleta que causa malas experiencias Las mejores herramientas para resolver los problemas de capacidad estacional [mktoform cta_header="Descargue Ahora" cta_button="Descargue el eBook" ar_status="dynamic" cid_id="7010d000001KfQ1AAK"] Migración prescriptiva de Genesys El arte de una migración simplificada con ROI asegurado [cutoff co_thick="2px"] Las soluciones de experiencia del cliente deben permitirle conocer a sus clientes, anticipar sus necesidades y deseos, y darles respuesta de manera inteligente en el momento y de la manera que prefieren. Sin embargo, si la realidad es que tiene una cantidad limitada de canales, la información del cliente es incoherente y las restricciones tecnológicas impactan en las operaciones de negocio o degradan la experiencia del cliente, es hora de hacer un cambio. La tecnología de contact center debe ayudar al departamento de TI a ofrecerle lo que necesita cuando lo necesita. Debe ser fácil de gestionar y debe entregar un valor que sea superior al costo, y no al revés. Para muchas empresas, la sola idea de implementar una migración parece arriesgada y abrumadora. Pero no tiene por qué ser así. Si usted tiene la guía adecuada para encarar el proceso, puede realizar los cambios con confianza y de la manera correcta. Imagine cómo sería superar las expectativas de la empresa y de los clientes Defina una solución Migre con confianza Alcance los resultados de negocio deseados [mktoform cta_header="Download the executive brief" cta_button="Download now" ar_status="dynamic" cid_id="7010d000000mg6KAAQ"] [this_page_title] Un eBook con casos de éxito [cutoff co_thick="2px"]Implementar inteligencia artificial (IA) es una de las acciones más importantes que puede darle a su negocio una ventaja competitiva hoy y a largo plazo. Marque una gran diferencia con las soluciones de IA combinada de Genesys. La capacidad de automatizar información, procesos, insights y tendencias —y añadir el toque humano— está incorporada en cada elemento de nuestra cartera de productos. Lea este eBook, descubra las capacidades únicas de IA que ofrecemos, y vea cómo nuestros clientes: Reducen un 30% el abandono de carros de compras. Enriquecen la experiencia del cliente. Alcanzan los KPI fundamentales. [mktoform cta_header="Obtenga el eBook" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7010d000000iYi4AAE"] Hoja de datos útiles: [this_page_title] [cutoff co_thick="2px"] Sus clientes quieren tener acceso rápido a los canales que desean, así como una experiencia personalizada que no sea compleja. Y los empleados, por su parte, desean que su trabajo sea gratificante y no implique realizar tareas muy repetitivas. La utilización de bots, automatización y machine learning lo hace posible. La clave está en obtener el mejor retorno de su inversión en inteligencia artificial (IA). Esta hoja de datos útiles muestra cómo la IA le permite trabajar en forma más inteligente; por ejemplo: Conectar los puntos de contacto del cliente y compartir la información contextual entre canales con una base omnicanal Ofrecer a los clientes la experiencia perfecta combinando el autoservicio y el servicio asistido Utilizar asistentes virtuales para predecir las formas en las que los empleados pueden atender mejor al cliente o venderle productos de mayor valor [mktoform cta_header="Obtenga la hoja de datos" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7010d000000iYfFAAU"] [this_page_title] [cutoff co_thick="2px"] La pila de aplicaciones tecnológicas de su call center genera una situación caótica, y es muy difícil saber por dónde empezar a desenmarañarla. Este eBook describe lo básico en materia de consolidación tecnológica: dónde comenzar y qué tener en cuenta a la hora de elaborar el plan para optimizar su infraestructura y tecnología. Deben considerarse una serie de cuestiones: Infraestructura tanto antigua como nueva Tecnología existente y sus limitaciones Soporte de TI Necesidades de los usuarios, de capacitación y de negocios El eBook presenta los aspectos generales que lo ayudarán a comenzar a prepararse para adoptar una mejor tecnología. Léalo ahora si en el futuro prevé instalar tecnología nueva en su call center. [mktoform cta_header="Descargue ahora" ar_status="dynamic" cid_id="7010d000000mfhUAAQ"] [this_page_title] [cutoff co_thick="2px"] Migrar a una nueva solución de call center no debería intimidarlo. Este eBook describe los pasos básicos para una migración exitosa. Evite los obstáculos, las implementaciones lentas, el tiempo de inactividad operativa y los inconvenientes relacionados con la migración. Con una correcta planificación y un equipo con integrantes que lo asistan en la transición, el proceso puede ser más fácil de lo que imagina. Migre la tecnología de su call center con confianza. Asegúrese de que su equipo de proyecto cuente con los stakeholders indicados y los expertos en la materia. Verifique si las redes de su empresa son compatibles con la migración. Trabaje en colaboración para que el camino hacia la implementación sea claro. Defina las expectativas y prepárese para la puesta en producción. [mktoform ar_status="dynamic" cid_id="7010d000000mfYmAAI"] Conozca los recursos de Genesys PureConnect [cutoff co_thick="2px"] La plataforma PureConnect de Genesys, líder del mercado en la nube y on-premise, simplifica la gestión, mejora la eficiencia y reduce el costo total de propiedad del contact center. La solución se integra con sistemas, tales como Oracle, Microsoft y Salesforce, y ofrece un alto grado de desempeño a pequeñas y medianas empresas; además, incorpora datos y recursos externos. Descubra cómo PureConnect le permite unificar la infraestructura de comunicación del call center con la empresarial de forma sencilla y completa, y ayuda a brindar excelentes experiencias a los clientes. Vea el video y haga un tour por todos los recursos de PureConnect. [mktoform cta_header="Ver el vídeo" cta_button="Ver Ahora" ar_status="dynamic" cid_id="7010d000001KeKTAA0"] Informe de Forrester [this_page_title] [cutoff co_thick="2px"] Un servicio al cliente grandioso no implica solo reducir costos o eficientizar las operaciones. Es más una reinvención sistemática de lo establecido en materia de tecnología, datos y operaciones, que presume la reunión de recursos de automatización, datos y agentes para aprovechar cada una de sus fortalezas únicas y ofrecer experiencias que se ajusten a las expectativas de sus clientes. Con automatización e inteligencia artificial (IA), las operaciones de servicio al cliente se vuelven más eficientes. Eso le permite a su empresa brindar experiencias diferenciadas, descubrir nuevas fuentes de ingresos y reinventar los modelos de negocios. Obtenga este informe ahora y conozca: Las tres megatendencias para 2019 que deben tener en cuenta los profesionales de servicio al cliente para lograr transformaciones fundamentales en sus operaciones con IA Grandes cambios en los perfiles de agentes y la evolución de los superagentes La forma en que la IA y la automatización de los procesos robóticos pueden mejorar sus resultados financieros [mktoform cta_header="Obtenga el informe de Forrester" cta_button="¡Descargue Ahora!" ar_status="dynamic" cid_id="7010d000000mg9EAAQ"] MIT Technology Review Humanos + Bots: Tensión y Oportunidad Cómo combinan las marcas internacionales más importantes las aptitudes humanas con la inteligencia artificial para crear intimidad con el cliente e impulsar el crecimiento [cutoff co_thick="2px"]Hoy en día, las empresas en todo el mundo optan por innovar a través de la inteligencia artificial (IA) con el objeto de fortalecer su relación con los clientes. MIT Technology Review Insights realizó encuestas y entrevistas globales a 599 ejecutivos de medianas y grandes empresas y las plasmó en un documento que revela que la mayoría de esas empresas han implementado IA de manera generalizada en sus operaciones de atención y en sus procesos de gestión de la experiencia del cliente. Obtenga el informe global, así como las secciones sobre América del Norte, América Latina, Europa y Asia. Lo destacado: Casi el 90% de los encuestados informan haber registrado mejoras mensurables en la velocidad de resolución de reclamos y el 80% destaca la mejora en el procesamiento de llamadas gracias a la IA. El 80% de los encuestados experimentan mejoras mensurables en la satisfacción del cliente, la entrega de servicios y el rendimiento del contact center. En América del Norte, el 60% de los encuestados confían en que podrán incrementar un 10% o más el valor del ciclo de vida del cliente en el próximo año. Europa lidera el uso de la IA para impulsar la recordación de marca y desarrollar más habilidades en materia de experiencia del cliente. Más del 33% de los encuestados en Asia Pacífico piensan que el crecimiento de más del 10% en los ingresos se debe al mayor uso de IA. [mktoform cta_header="Obtenga el informe global de MIT y las secciones regionales" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7010d000000maXQAAY"] [this_page_title] [cutoff co_thick="2px"]¿Su contact center es un centro de costos o un centro de ganancias? Es cada vez más común que los retailers traten al contact center como una fuente de crecimiento. Para los clientes de hoy –y no solo los millennials–, hablar con un agente es el último recurso. Desean atenderse solos, desde una aplicación móvil. Responden a un chatbot en lenguaje natural. Cambian de dispositivo varias veces en la misma interacción y esperan que usted les siga el paso sin olvidarse de quiénes son. Están tranquilos con que usted custodie sus datos personales, siempre y cuando los trate con respeto y los use para el propósito correcto. En otra palabras, ayudarlos a hacer todo más simple. En este ebook, conocerá las cinco tendencias clave que lo ayudarán a transformar su contact center en un generador de ingresos.[mktoform cta_header="Obtenga el Contenido" cta_button="Descargue Ahora" ar_status="dynamic" cid_id="7010d000000mWJEAA2" landing_id="66240"] [this_page_title] [cutoff co_thick="2px"]Son tan grandes los cambios que se están produciendo en los contact centers del sector retail que es natural que los gerentes de distintos departamentos se pregunten: ¿por dónde empiezo? La lista de seis pasos de Genesys le proporciona ideas que le serán de gran utilidad.[mktoform cta_header="Obtenga el informe" cta_button="Descargue ahora" ar_status="dynamic" cid_id="7010d000000mWJdAAM"] Infographic_IT_5 ways technology is shaping the future of the retail contact center-v3-PT" Infografía de Genesys Guía para un Servicio de Atención Eficiente en las Redes Sociales [cutoff co_thick="2px"]La explosión digital le ofrece nuevas formas de interacción con sus clientes; y a ellos, la posibilidad de expresar su opinión a través de nuevos canales de comunicación. ¿Sabía que el 83% de los usuarios han abandonado sus compras después de haber tenido una mala experiencia de atención? Hoy las redes sociales son un elemento fundamental de la estrategia para conectar los journeys de los clientes, en especial porque gran parte de ellos comienzan en esos canales: el 92% de las interacciones digitales se realizan a través de las redes sociales. Descargue la infografía de Genesys y descubra cómo brindar un servicio de atención eficiente en esos canales[mktoform cta_header="OBTENGA LA INFOGRAFÍA" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010d000000mZjx"] Ebook de Genesys Las Fintechs en América Latina: un Mercado en Expansión Como estas empresas están transformando la experiencia del cliente en el sector financiero [cutoff co_thick="2px"]El mundo financiero está cambiando rápidamente; y las fintechs – que combinan la tecnología con las finanzas– están llegando a un público que antes no tenía acceso a las prestaciones del sector. Esta modalidad permite ofrecer servicios financieros digitales a millones de personas. Debido principalmente a la gran cantidad de smartphones, estas empresas muestran un crecimiento acelerado en América Latina; sin embargo, se enfrentan a una serie de dificultades respecto de la normativa vigente y del relacionamiento con los clientes. Los usuarios buscan en las fintechs las experiencias digitales y sin esfuerzo que no encuentran en los bancos tradicionales. Descargue el ebook de Genesys y sepa más sobre: La expansión del mercado de las fintechs en América Latina Los desafíos que enfrentan las fintechs Las expectativas de los clientes en relación con los nuevos servicios [mktoform cta_header="DESCARGUE EL EBOOK" cta_button="LEA AHORA" ar_status="dynamic" cid_id="7010d000000mZQl"] eBook de Genesys Los millennials como parte de su fuerza de trabajo 4 maneras de reducir la rotación de agentes del contact center [cutoff co_thick="2px"]Los contact centers coinciden en que la rotación de agentes es el principal desafío. Esta rotación, junto con el alto nivel de ausentismo y la poca satisfacción en el trabajo, impacta significativamente en el rendimiento financiero. Además, muchos agentes hoy en día son millennials con deseos y necesidades únicos como empleados. Conozca qué les importa más a los millennials y así podrá crear un espacio de trabajo más satisfactorio y menos costoso. Lea este ebook y descubra cómo puede hacer lo siguiente: Utilizar la simulación para asignar horarios a los agentes y reducir los costos de las horas no planificadas Hacer seguimiento de los datos para comprender por qué quienes mejor rinden tienen más éxito Personalizar la capacitación para asignar a las personas a puestos nuevos y que comiencen a trabajar rápidamente [mktoform cta_header="Descargue el eBook" cta_button="Descargue Ahora" ar_status="dynamic" cid_id="7010d000000mb8B"] AltoCloud Personalice el Journey del Cliente con Análisis Predictivo, I.A. y Machine Learning [cutoff co_thick="2px"]Cuando podemos anticipar las necesidades del cliente, podemos brindar experiencias superiores que reducen la frustración, aumentan la satisfacción y generan mejores resultados de negocio. Genesys Altocloud utiliza análisis en vivo con tecnología de aprendizaje automático para brindarle valiosos insights en tiempo real sobre la experiencia del cliente. Usted puede anticipar el comportamiento de sus clientes, personalizar sus journeys y seguir ajustando el análisis en función del feedback para alcanzar los resultados deseados Descargue el white paper y descubra cómo hacer un mejor uso del análisis predictivo: Automatice las respuestas que optimizan el journey Identifique y genere engagement con los clientes antes de que ellos lo contacten Utilice el análisis predictivo y el aprendizaje automático para obener grandes resultados [mktoform cta_header="Descargue el Contenido" cta_button="Descargue Ahora" ar_status="dynamic" cid_id="7010d000000ma3T"] Informe de Forrester [this_page_title] [cutoff co_thick="2px"]Actualizar una solución de contact center siempre ha representado un gran esfuerzo económico. La solución Genesys PureCloud® rompe el molde con un ROI del 571% en tres años y un período de recupero inferior a los tres meses. Este informe de impacto económico total (TEI), realizado por Forrester Consulting para Genesys, analiza la plataforma PureCloud: costos de implementación, beneficios, riesgos asociados y el retorno sobre la inversión. Forrester entrevistó a clientes en América del Norte, Europa y Asia Pacífico con años de experiencia en el uso de la plataforma PureCloud para proporcionar a las organizaciones un marco integral que les permita evaluar esta solución de contact center omnicanal en la nube. Descargue el informe de Forrester y conocerá: Los beneficios financieros para los usuarios Los costos relacionados con el sistema El impacto económico total (TEI) de la plataforma PureCloud [mktoform cta_header="DESCARGUE EL INFORME DE FORRESTER" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010B000001STBj"] Lo destacado del informe TEI de Forrester Ahorro de costos y beneficios de una solución de contact center omnicanal en la nube para empresas pequeñas, medianas y nuevas implementaciones [cutoff co_thick="2px"]Los beneficios de las plataformas en la nube es que se adaptan a empresas de todo tamaño y escalan con ellas. Sea una empresa pequeña o mediana que busca mejorar las comunicaciones o sea una empresa nueva dispuesta a implementar una plataforma que acompañe el crecimiento de su negocio, las soluciones en la nube son ideales para satisfacer estas necesidades. En este resumen del informe The Total Economic Impact™ of Genesys PureCloud, usted podrá apreciar los beneficios de escoger una plataforma de centro de contacto en la nube; entre ellos: Menos costos asociados con la obsolescencia de soluciones o la falta de escalabilidad Mayor productividad de agentes Mayor nivel de retención de empleados y menor costo de rotación Menor tiempo de inactividad de la plataforma Mayores ingresos Vea cómo, con solo un paso en la dirección correcta, usted ya estará en el camino hacia el éxito; descargue lo destacado del informe de Forrester y vea los beneficios que ofrece la plataforma PureCloud.[mktoform cta_header="LEA LO DESTACADO DEL INFORME DE FORRESTER" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010B000001SVKO"] Lo destacado del informe TEI de Forrester Ahorro de costos y beneficios de una solución de contact center omnicanal en la nube para organizaciones que migran de plataformas en la nube menos avanzadas [cutoff co_thick="2px"]Ahora, usted ya no tiene que luchar con una plataforma en la nube con capacidad limitada. Las plataformas de centro de contacto modernas y basadas en la nube son ágiles y adaptables; por eso usted puede olvidarse de las dificultades y actualizarse con una plataforma que ha sido diseñada para acompañar el crecimiento de su negocio y adaptarse a sus cambios. En este resumen del informe The Total Economic Impact™ of Genesys PureCloud, usted conocerá cómo una plataforma moderna puede ayudarlo a mejorar mediante: Costos operativos más bajos Mayor nivel de productividad y retención de empleados Menor tiempo de inactividad de la plataforma Mayores ingresos No quede varado en el pasado: conozca cómo llevar a su empresa al próximo nivel actualizando su plataforma en la nube de capacidad limitada. Lea lo destacado del informe.[mktoform cta_header="LEA LO DESTACADO DEL INFORME DE FORRESTER" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010B000001SVKT"] Lo destacado del informe TEI de Forrester Ahorro de costos y beneficios de una solución de contact center omnicanal en la nube para organizaciones que migran de soluciones on-premise [cutoff co_thick="2px"]Es difícil mantener el negocio a flote con una plataforma de centro de contacto on-premise obsoleta. Optar por una solución de contact center omnicanal en la nube es una manera económica de acompañar el crecimiento de su negocio, incorporar los avances tecnológicos y adaptarse a los cambios en las preferencias de los clientes. En este resumen del informe The Total Economic Impact™ of Genesys PureCloud, usted verá que, al migrar de un contact center on-premise obsoleto a una solución en la nube, podrá: Ahorrar dinero Mejorar el nivel de productividad y retención de empleados Reducir el tiempo de inactividad de la plataforma Incrementar los ingresos No permita que su software obsoleto de contact center hunda su negocio. Lea lo destacado del estudio de Forrester y vea los beneficios que ofrece la plataforma PureCloud.[mktoform cta_header="LEA LO DESTACADO DEL INFORME DE FORRESTER" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010B000001SVKd"] [this_page_title] [cutoff co_thick="2px"]La experiencia del cliente (CX) ha evolucionado a gran velocidad y está comprobado que tiene un poder transformador. Los clientes utilizan canales digitales y de voz; algunas veces, simultáneamente. De hecho, hoy, un centro de contacto común y corriente tiene nueve canales de comunicación. Si bien los clientes valoran la diversidad de canales que tienen a su disposición, desean navegar entre ellos de forma ininterrumpida y consistente. En este eBook, analizamos los requisitos que deben tener los contact centers medianos y grandes –de 250 a más de 5000 posiciones de agente– para lograr el customer engagement omnicanal. Descárguelo ahora y conozca: Las 8 preguntas que lo ayudarán a determinar si su centro de contacto es verdaderamente omnicanal Cómo entregar una CX personalizada e ininterrumpida en los canales digitales y de voz El ROI y los beneficios que puede obtener de la solución Omnichannel Customer Engagement Los insights que ofrecen líderes de la industria, como Ticketmaster, Marks & Spencer y DNB [mktoform cta_header="OBTENGA EL PLAYBOOK" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="701U0000001YBtwIAG"] Las Tecnologías de Inteligencia Artificial Están Revolucionando la Experiencia del Cliente en el Sector Financiero [cutoff co_thick="2px"] La inteligencia artificial ha salido del laboratorio y ya se la está incorporando a muchas aplicaciones que utilizan conjuntos de datos complejos, de gran volumen, o que exigen velocidad de adquisición. El sector financiero puede aprovechar este enorme potencial. En América Latina, la inteligencia artificial es cada vez más utilizada para desarrollar aplicaciones inteligentes que entiendan las necesidades del cliente y actúen en consecuencia. Este es sólo uno de los ejemplos que muestra cómo las instituciones financieras están aprovechando esta tecnología para ofrecer experiencias memorables. Descargue el estudio de Genesys y Frost & Sullivan, y descubra más sobre: El papel de la digitalización en el uso de la IA en bancos y servicios financieros. El uso de la IA para obtener insights que mejoran la CX. Las principales tendencias para los proveedores de servicios financieros. [mktoform cta_header="Lea el Contenido" cta_button="Lea Ahora" ar_status="dynamic" cid_id="7010d000000mYBA"] La Relación con su PABX está Llegando al Final? Aprenda a Identificar las Señales. [cutoff co_thick="2px"] No permita que su sistema de comunicaciones le impida avanzar. Allá lejos y hace tiempo, los sistemas PABX brindaban las mejores comunicaciones empresariales, pero no fueron diseñaron para adaptarse al cambio y al crecimiento de su negocio. Ahora, las plataformas en la nube han alterado el escenario de las comunicaciones. Su PABX no solo es incómodo, sino que está afectando a su empresa. Este eBook describe los problemas comunes que presentan los sistemas PABX, así como su impacto en el negocio. Descubra cómo identificar las señales de problemas en sus comunicaciones empresariales así como las funciones que debe buscar en un sistema nuevo. No permita que el miedo a lo desconocido lo paralice. Descargue el eBook y conocerá: Las señales de advertencia que debe buscar en su PABX El impacto de mantener un sistema obsoleto Los beneficios que brindan las herramientas de comunicación modernas [mktoform cta_header="DESCARGUE EL E-BOOK" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010d000001G9Np"] De Interacciones Inconexas a Journeys del Cliente Cuidadosamente Diseñados Evite la fragmentación mapeando los journeys en función de los datos [cutoff co_thick="2px"] Como cada vez hay más canales de comunicación, los journeys están cada vez más desarticulados y resultan difíciles de comprender. Las empresas que brindan una CX excepcional los evalúan y optimizan de manera constante y disciplinada. Y esto comienza con un proceso: el mapeo. Lea este resumen ejecutivo y descubra: Por qué es importante evitar la desconexión entre las interacciones y diseñar journeys basados en datos. Cuáles son los journeys más importantes. Cómo integrar los sistemas, procesos y canales para optimizar los journeys del cliente. [mktoform cta_header="DESCARGUE EL CONTENIDO" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010d000001G9O9"] Desmitificar la Inteligencia Artificial: Maximice los Resultados de Negocio con IA [cutoff co_thick="2px"] Con frecuencia, los contact centers forman pools de agentes generalistas y les distribuyen el trabajo de manera equitativa. Con el enrutamiento basado en habilidades, usted puede ir un paso más allá y formar pools especializados. No obstante, ninguno de estos enfoques es suficientemente escalable para identificar todo tipo de oportunidades y optimizar los resultados de negocio. El enrutamiento predictivo utiliza la inteligencia artificial (IA) y el aprendizaje automático para alcanzar el equilibrio perfecto: conectar al cliente con el mejor recurso a fin de ofrecer experiencias completamente personalizadas, siempre. Lea "Desmitificar la inteligencia artificial: Maximice los resultados de negocio con IA" y descubra cómo, sistemáticamente, el enrutamiento predictivo: Evalúa los datos históricos y en tiempo real para hacer predicciones Combina al cliente con el mejor agente para obtener los resultados deseados Mantiene el engagement de los empleados y reduce tiempo de atención [mktoform cta_header="DESCARGUE EL CONTENIDO" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010d000001G9Nz"] Inteligencia Artificial: ¿Amiga o Enemiga del Servicio de Atención al Cliente? [cutoff co_thick="2px"] Los dispositivos y aplicaciones que funcionan con inteligencia artificial (IA) piensan y actúan cada vez más como humanos. Esto le da a la IA un gran potencial de eficientizar más el servicio al cliente optimizando la gestión de casos y otras tareas previsibles. Pero todo el ruido que genera la IA puede resultar abrumador. Este documento de CustomerThink resume los resultados, predicciones y guías clave de analistas y líderes de la industria sobre el uso de la IA en el mercado del servicio al cliente: Por qué las experiencias del cliente basadas en la lealtad son tan importantes como mejorar la eficiencia. Cómo garantizar que las mejoras en eficiencia no debiliten los objetivos de experiencia del cliente. Cómo Blended AI facilita la transición entre la IA y los humanos, según lo requieran los clientes. Cinco pasos tácticos para implementar adecuadamente su estrategia de experiencia del cliente con IA Lea las opiniones de un analista en el documento más reciente de CustomerThink, Inteligencia artificial: ¿amiga o enemiga del servicio al cliente? [mktoform cta_header="DESCARGUE EL CONTENIDO" cta_button="DESCARGUE AHORA" ar_status="dynamic" cid_id="7010d000001G9OE"] Seis Recomendaciones para Posicionar a su Pequeña o Mediana Empresa de Cara al Futuro [cutoff co_thick="2px"] Las pequeñas y medianas empresas tienen características particulares que les permiten aventajar a las grandes: son más adaptables y tienen más capacidad para crecer y cambiar con la tecnología. En la medida en que las innovaciones continúen alterando la forma de hacer negocios, las pequeñas y medianas empresas, que son más ágiles por naturaleza, podrán incorporarlas con más rapidez que las empresas grandes. Y así podrán estar a la vanguardia y tener éxito hoy y mañana. Descargue el contenido y conozca cómo la tecnología puede: Lograr que las pequeñas y medianas empresas se destaquen en sus respectivas industrias Hacer que se aprovechen las ventajas y se modifique la percepción respecto de las debilidades Incorporar los cambios y utilizarlos a su favor [mktoform cta_header="DESCARGUE EL CONTENIDO" cta_button="DESCARGUE AHORA" landing_id="66104" cid_id="7010d000001G9OT"] Cómo innovar y promover la evolución tecnológica para transformar la experiencia del cliente en el sector salud [cutoff co_thick="2px"] El sector salud se enfrenta a una gran transformación digital, y el impacto de las innovaciones generará una serie de cambios en los modelos tradicionales y en consecuencia, exigirá que el servicio se concentre en los pacientes y sus necesidades. Ante este escenario, es fundamental que las empresas de medicina prepaga analicen cada aspecto de su negocio para adaptarse a tendencias, tales como las tecnologías digitales, redes sociales, smartphones, internet de las cosas y análisis de big data. Descargue el contenido de Genesys y Frost & Sullivan, y descubra: Las macrotendencias que impactarán en la industria de seguros de salud en América Latina El escenario actual de innovación en los seguros de salud Las tres principales previsiones para el sector [mktoform cta_header="DESCARGUE EL CONTENIDO" cta_button="DESCARGUE AHORA" landing_id="66112" cid_id="7010d000001G9PR"] La cura para todos los desafíos de la experiencia del cliente en el sector salud [cutoff co_thick="2px"] Para enfrentar los principales desafíos del sector salud en América Latina, las empresas de la región tendrán que crear nuevos productos y servicios, así como nuevas maneras de interactuar con los clientes. Sin embargo, al hacerlo, acaban enfrentándose a diversos obstáculos. La principal barrera es el temor a no poder cumplir con las leyes y reglamentaciones nacionales o regionales, incluyendo posibles violaciones a regulaciones locales, la preocupación por opiniones negativas en las redes sociales y por la confidencialidad en la prescripción de medicamentos. Descargue nuestro e-book y sepa más sobre las principales dificultades a las que se enfrenta el sector salud y para descubrir la importancia de invertir en la digitalización de la atención al paciente. [mktoform cta_header="EBOOK GRATIS" cta_button="Descargue ahora" landing_id="65716" cid_id="7010d000001G8J4"] Estudio de IDC sobre contact centers en América Latina Cómo las Soluciones Basadas en la Nube Están Transformando los Contactoo Centers en América Latina y el Mundo [cutoff co_thick="2px"] Para mantenerse competitivas en un mundo cada vez más centrado en el cliente, las empresas medianas están encarando la transformación digital de sus centros de contacto. IDC realizó un estudio en el que encuestó a empresas de 27 países, incluidos cuatro de América Latina, con el objetivo de analizar la dinámica actual del mercado respecto de las aplicaciones de atención al cliente en la nube. El 85% de las empresas encuestadas se ubicó en la categoría de contact centers pequeños a medianos, con 300 posiciones o menos. Obtenga el documento para conocer en detalle los resultados de América Latina y descubrir información importante como la siguiente: El 85% de las empresas latinoamericanas encuestadas utilizan soluciones en la nube para sus centros de contacto o están en vías de implementarlas. Solo el 19% afirmó que utilizan un entorno de nube pública en la actualidad. Los motivos, beneficios y desafíos de adoptar soluciones de contact center en la nube [mktoform cta_header="Obtenga el Estudio de IDC" cta_button="Descárguelo Ahora" landing_id="66131" cid_id="7010d000001G9TO"] Diez razones para escoger PureCloud by Genesys [cutoff co_thick="2px"] Ya sea que esté buscando reemplazar su solución de contact center o transformando su estrategia de experiencia del cliente, PureCloud by Genesys produce resultados rápidos y lo ayuda a brindar experiencias del cliente de última generación. Este resumen ejecutivo analiza cómo PureCloud puede ayudarlo a: Derribar los silos en favor de la colaboración a través de chat, video y llamadas con una solución "todo en uno" Agregar nuevas capacidades instantáneamente, ya que PureCloud es una verdadera solución nativa en la nube 2.0 desarrollada con arquitectura de microservicios Entrar en funcionamiento en días, no en meses, usando las mejores prácticas incorporadas y múltiples opciones de implementación. [mktoform cta_header="DESCARGUE EL RESUMEN EJECUTIVO" cta_button="¡DESCÁRGUELO AHORA!" landing_id="65618" cid_id="7010B000001SfpQ"] Tecnologías Claves para Potenciar la CX en el Retail: Personalización Extrema, Experiencias Inmersivas, Movilidad y Robotización [cutoff co_thick="2px"] El sector retail está atravesando una profunda transformación a raíz del surgimiento de una gran cantidad de tecnologías. Frost & Sullivan identificó seis tecnologías que están impactando directamente en el sector y que serán esenciales para su buen funcionamiento en los próximos años entre ellas: Inteligencia Artificial y Robotización, Movilidad y Wearables, Internet de las cosas (IoT) y Realidad Virtual. Lea este estudio de Frost & Sullivan y aprenda: El escenario actual del sector retail El nuevo enfoque de marketing para el sector Principales tecnologías detrás de la transformación en el sector Cómo la CX está innovando para satisfacer la demanda de los consumidores Para saber más sobre lo que está detrás de la transformación de la experiencia del cliente en el retail entre otros, baje el estudio de Genesys y de Frost & Sullivan. [mktoform cta_header="DESCARGUE EL CONTENIDO" cta_button="DESCARGUE AHORA" landing_id="65375" cid_id="7010B000001SeF5"] Tecnología y Eficiencia Operativa: Las Claves del Éxito para los BPOs [cutoff co_thick="2px"] La cantidad de empresas que tercerizan más de la mitad de sus posiciones de atención se duplicará en los próximos años. Esto se desprende de un informe de Frost & Sullivan que, entre otras cosas, reveló que el sector crecerá considerablemente en los próximos años, en especial por los servicios de atención al cliente. Ante un escenario altamente competitivo y variado, los responsables de la toma de decisiones en las empresas deben evaluar cuidadosamente las características de los BPO para escoger los mejores proveedores de servicios de contact center. Descargue el white paper de Genesys y Frost & Sullivan, y descubra: Cuáles son los criterios clave para seleccionar un proveedor de servicios de contact center Cuáles son las tecnologías más importantes para mejorar la experiencia del cliente Cómo los BPO pueden aumentar la competitividad [mktoform cta_header="DESCARGUE EL CONTENIDO" cta_button="DESCARGUE AHORA" landing_id="64766" cid_id="7010B000001SbX6"] Los beneficios de la modernización en las empresas de outsourcing de contact centers Mercado de outsourcing debe crecer a una tasa anual del 9% hasta 2021 [cutoff co_thick="2px"] El mercado de outsourcing de contact center ha crecido en América Latina pese al difícil momento económico al que se enfrentan los países de la región. Las empresas de este sector, no obstante, deben enfrentarse a una serie de desafíos para sobresalir en un entorno cada vez más competitivo, en el que las nuevas tecnologías y las crecientes expectativas de los clientes ofrecen constantemente nuevos caminos hacia la diferenciación. ¿Usted sabía que hoy el 72% de los consumidores esperan que la empresa cuente con el historial completo de sus interacciones, independientemente del medio utilizado? Sepa más en el e-book sobre los principales desafíos de las empresas de outsourcing de contact center en la región. [mktoform cta_header="E-BOOK GRATIS" cta_button="Descargue Ahora" landing_id="64129" cid_id="7010B000001SZy9"] Predicciones de Forrester para 2018: La blended AI causará un impacto en su estrategia de servicio al cliente y ventas La blended AI es el futuro del servicio al cliente [cutoff co_thick="2px"] La blended AI está transformando a las empresas e incrementando la eficiencia y la productividad de los empleados. También permite adquirir un conocimiento profundo de los clientes, sus journeys y sus comportamientos. No obstante, la inteligencia artificial puede resultar disruptiva a medida que se va implementado. Por eso es preciso que las empresas comprendan su impacto general, de modo que la transformación sea lo menos problemática posible. Puesto que la blended AI se está utilizando en todas las industrias, es necesario que las empresas entiendan el impacto operativo que produce, de modo de estar mejor preparadas para brindarle soporte. El informe de Forrester describe la blended AI, la tecnología que combina la automatización con el poder de la intervención humana en pos de una óptima experiencia del cliente. Descargue el informe de Forrester sobre blended AI para: Conocer las últimas tendencias en inteligencia artificial Comprender el modelo de blended AI Considerar los efectos de la intervención humana [mktoform cta_header="OBTENGA EL INFORME" cta_button="Descargue Ahora" landing_id="63848" cid_id="7010B000001SYj9"] Descubra por qué está creciendo el comercio electrónico en América Latina. La importancia del servicio al cliente omnicanal para el crecimiento del comercio electrónico en América Latina [cutoff co_thick="2px"] La importancia del servicio al cliente omnicanal para el crecimiento del comercio electrónico en América Latina ¿Usted sabía que hoy existen 372 millones de dispositivos móviles en América Latina, y que por lo menos la mitad de los usuarios utilizan sus smartphones para buscar productos o comparar precios? Este es sólo uno de los datos que demuestran el potencial que tiene el comercio electrónico en la región. Además de las ventas a través de dispositivos móviles y del mayor acceso a Internet, el concepto de atención omnicanal ha producido un importante impacto en el desarrollo del sector en América Latina. Descubra en esta infografía las tendencias de servicio al cliente y el potencial del comercio electrónico en América Latina. [mktoform cta_header="Descargue el eBook" cta_button="¡Descárguelo ahora!" landing_id="63426" cid_id="7010B000001SVuq"] La inteligencia artificial combinada con la intervención humana Combine la IA y la intervención humana para mejorar la satisfacción de clientes y agentes [cutoff co_thick="2px"] La inteligencia artificial (IA) no puede brindar el toque humano que es tan necesario en algunas ocasiones; no obstante, es muy útil para aliviar la carga de trabajo de los agentes, en especial cuando se trata de tareas sencillas y repetitivas. Un reciente documento de Forrester Consulting presenta las fortalezas y las debilidades específicas de la IA y de los recursos humanos, pero también demuestra que la combinación de ambos redunda en una experiencia de cliente uniforme de punta a punta. Vea cómo empresas en todo el mundo utilizan la IA para optimizar su servicio de atención y obtener nuevas fuentes de ingreso, cómo han superado las dificultades que se presentaron, y por qué les ha resultado tan útil adoptar una solución que combina IA con agentes. Descargue el documento y descubra tres recomendaciones clave para mejorar la productividad de los agentes así como la satisfacción de los clientes y agentes utilizando una solución de AI. [mktoform cta_header="DESCARGUE EL INFORME" cta_button="¡DESCÁRGUELO AHORA!" landing_id="63040" cid_id="7010B000001SUEo"] Video de demo Bienvenido a PureCloud [cutoff co_thick="2px"] ¿Usted busca una solución que facilite la relación entre el agente y el cliente? Vea cómo nuestra plataforma todo en uno en la nube puede ayudarlo. PureCloud integra voz, correo electrónico, chat y Twitter en una única plataforma y brinda a su cliente una experiencia totalmente omnicanal y sin interrupciones. Basta de call centers obsoletos: Genesys ofrece un contact center 100% preparado para el futuro. Conecte agentes, clientes y todos sus canales en una única plataforma. Empodere a sus agentes con una herramienta para generar lealtad. Elimine las complejidades de su contact center y cree experiencias consistentes. ¿No puede creerlo? Entonces vea nuestro video de demo y sepa por qué fuimos reconocidos como Líderes por Gartner durante nueve años consecutivos. [mktoform cta_header="Vea el video" cta_button="Véalo ahora mismo" landing_id="62955" cid_id="7010B000001STi4"] El contact center omnicanal es una poderosa herramienta para incrementar las ventas, pero las tiendas online griegas aún lo ignoran [cutoff co_thick="2px"] Las tiendas online griegas no se están preparando de la manera correcta para incrementar las ganancias porque no se comunican proactivamente con clientes solventes que ponen productos en el carrito. El resultado: la compra no se completa. Por otra parte, los retailers no saben nada sobre los clientes potenciales, debido a que no investigan su comportamiento durante el proceso de compra. Genesys realizó un estudio en el mercado griego con 119 de los retailers online e híbridos más importantes del país. El experimento fue el siguiente: se registró en el sitio web de las empresas, ingresó el correo electrónico y número de teléfono, compró aproximadamente EUR 220 en mercadería y luego abandonó el carrito de compras. Solo el 14% de los retailers se contactaron dentro de las 24 horas, y el 86% no los contactó ni siquiera dentro de la misma semana. El 92% de los encuestados comentaron que no podían ver lo que sus clientes tenían en el carrito de compras; por lo tanto, no tenían forma de responder a ninguna pregunta ni aclarar especificaciones de producto que les permitieran cerrar la transacción. Solo el 14% de las tiendas ofrecían al cliente chat. Si le interesa obtener una análisis más detallado de los resultados y desea saber cómo hacer que sus clientes completen las compras online o cómo venderles más, descargue el estudio adjunto. [mktoform cta_header="DESCARGUE AHORA" cta_button="Obtenga Ahora" landing_id="62004" cid_id="7010B000001SMpy"] Diez consideraciones al momento de migrar su contact center a la nube Migre su contact center a la nube con total confianza [cutoff co_thick="2px"] Gracias a la madurez de las plataformas en la nube, hoy las empresas pueden migrar a la nube con total confianza para lograr más agilidad, escalabilidad y menores costos. ¿Cómo puede obtener su empresa estos beneficios? ¿Qué pasos se necesitan para iniciar la inevitable migración a la nube? Escoger al partner correcto garantizará el éxito en la nube. ¿Sabe cómo encontrar al partner que lo ayudará en la migración? Este eBook presenta diez factores clave para tener en cuenta a la hora de migrar a un contact center en la nube. Tener una idea clara de los requerimientos del negocio, de las capacidades de su potencial partner y de la adecuación cultural le proporcionará grandes beneficios y lo ayudará a cumplir sus objetivos en el largo plazo. [mktoform cta_header="Obtenga el ebook hoy" cta_button="Descargue Ahora" landing_id="62021" cid_id="7010B000001SMqc"] Siete pasos para implementar el autoservicio omnicanal: personalícelo [cutoff co_thick="2px"] La automatización juega un papel fundamental a la hora de facilitar experiencias de autoservicio omnicanal, pero los chatbots solos no pueden comprenderlo todo ni realizar las tareas que son necesarias para que una experiencia sea excepcional. La combinación de IA y automatización crea una transición perfecta e ininterrumpida entre los bots y los agentes en vivo, y una experiencia mucho mejor para sus clientes. ¿No sabe por dónde comenzar? Conozca los 7 pasos clave para controlar los costos y satisfacer las expectativas del cliente. Estos son algunos de ellos: Duplique el autoservicio con personalización y customer personas Empodere a los usuarios de negocio para acelerar los cambios en su IVR Utilice los canales de autoservicio para ofrecer acceso rápido a nuevos productos [mktoform cta_header="Descargue ahora" cta_button="Descargue Ahora" landing_id="62031" cid_id="7010B000001SMzP"] La planificación estratégica debe ser más que una práctica anual Contactoo center en la nube [cutoff co_thick="2px"] En un documento ya publicado, “A New Definition of Workforce Management” (Una nueva definición de la gestión de la fuerza de trabajo), se menciona la teoría de las “dos facetas” de las operaciones de un contact center: la necesidad de contar con la cantidad adecuada de empleados y la posibilidad de utilizarlos con eficacia. Ambas actividades son igualmente importantes, ya que ayudan al contact center a alcanzar sus objetivos financieros y de servicio. Debido a que la mayoría de los contact centers tienden a poner el énfasis en la gestión y planificación a corto plazo, el foco aquí estará puesto en el proceso de planificación estratégica a largo plazo. Este whitepaper lo ayudará a comprender: La importancia del cambio en la planificación estratégica El valor de la velocidad en el proceso de planificación estratégica El rol de la gestión de la fuerza de trabajo en el proceso de planificación estratégica [mktoform cta_header="Obtenga el White Paper" cta_button="AGENDE UNA REUNIÓN" landing_id="61943" cid_id="7010B000001SMV0"] Conozca a Kate, El Asistente Virtual de Genesys y Aprenda Cómo Inteligencia Artificial Puede Revolucionar su CX [cutoff co_thick="2px"] Si bien la inteligencia artificial ha existido desde hace ya muchos años, no fue sino hasta el año pasado cuando surgieron las verdaderas aplicaciones empresariales en el mercado de experiencia del cliente, con la automatización de tareas a través de robots digitales o bots. La propuesta de Genesys en el mundo de los bots es Kate, la asistente virtual capaz de resolver problemas a los clientes y de ayudar al personal a entregar una mejor experiencia. Para eso, Kate combina bots con inteligencia artificial, bots de diálogos, aprendizaje automático, microaplicaciones e integraciones con los agentes humanos para que las empresas puedan entregar experiencias personalizadas, proactivas y predictivas. Descargue el resumen ejecutivo y vea cómo Kate puede mejorar la experiencia del cliente, asistiendo a las áreas de atención durante el journey del cliente. [mktoform cta_header="DESCARGUE AHORA" cta_button="OBTENGA EL CONTENIDO" landing_id="62025" cid_id="7010B000001SN1z"] Canales alternativos para generar engagement en los clientes del futuro [cutoff co_thick="2px"] Con la rápida incorporación de nuevos canales de comunicación, a las empresas les resulta cada vez más difícil comprender e implementar un customer engagement tan multifacético y variado como el actual. Hoy ya no basta con entregar experiencias multicanal, es necesario desarrollar una estrategia de customer engagement omnicanal unificada para que el journey del cliente sea consistente e ininterrumpido en todos los canales. Hacia el 2020, más del 25% de las empresas que busquen implementar una estrategia de estas características se enfrentarán a problemas irreconciliables de diverso tipo, políticos, organizacionales y también con las personas. Si bien muchas de ellas están trabajando intensamente para lograr una estrategia de customer engagement omnicanal unificada, todavía hay mucho camino por recorrer. De todos modos, pasar de una experiencia inconexa y desconectada a una verdaderamente unificada y omnicanal constituye un paso muy importante para mantener la ventaja competitiva. Lea el informe y descubra: Qué impacto y recomendaciones puede implementar para lograr una estrategia de customer engagement omnicanal unificada Cuáles son las cuatro formas de integrar los silos del customer engagement Cómo utilizar las técnicas de comunicación, colaboración, influencia y gobernanza para eliminar las barreras y ofrecer una verdadera experiencia omnicanal al cliente .gartner-laptop-resource-image { width: 100%; margin: 0 auto; max-width: 592px; margin-bottom: 1em; } .gartner-laptop-resource-image img { width: 100%; height: auto; } [mktoform cta_header="Descargue Ahora" cta_button="Obtenga Ahora" landing_id="62008" cid_id="7010B000001SMqm"] Genesys es "líder" de la Matriz de Decisión de Ovum Seleccionar una solución de contact center multicanal en la nube, 2017-18 [cutoff co_thick="2px"] Con la variedad de opciones que ofrece el rápido y cambiante mercado de contact centers en la nube, encontrar la solución que mejor se adecua a su negocio constituye un gran desafío. Compare a los proveedores líderes en soluciones para contact centers en la Matriz de Decisión de Ovum para poder seleccionar una solución de contact center multicanal en la nube, 2017-18, que ofrezca enrutamiento de llamadas y servicio al cliente multicanal totalmente en la nube. Descubra por qué Genesys es líder de soluciones para contact centers de todos los tamaños y en todas las industrias del mundo. Lea el informe de Ovum y podrá: Cotejar soluciones de contact center en la nube basadas en la solidez de la plataforma tecnológica Comparar la capacidad de los proveedores para atender interacciones multicanal y conectar los datos del cliente y de la empresa a través de herramientas de análisis Comprender qué impacto produce cada proveedor en el mercado y por qué Genesys fue escogida como "líder" [mktoform cta_header="Obtenga la Matriz de Decisión de Ovum" cta_button="Descargue ahora" landing_id="62125" cid_id="7010B000001SNTK"] Cómo Convertirse en una Empresa Icónica y Alcanzar la Excelencia en CX [cutoff co_thick="2px"] Es esencial que las empresas globales que buscan mantener altos niveles de CX y valor de marca implementen y gestionen una suite integral de tecnologías de experiencia del cliente. Sin embargo, lo que distingue a los líderes en CX de los demás es que evitan el impulso de implementar soluciones tecnológicas para resolver problemas de eficiencia. Las nuevas tecnologías deben estar acompañadas de la correspondiente inversión en recursos humanos. Este es el resultado de una encuesta global realizada a más de 550 ejecutivos senior, llevada a cabo por MIT Technology Review, que analiza las presiones que llevan a adoptar determinados procesos de experiencia del cliente, y las herramientas y estrategias que se implementan para mitigarlas y mejorar continuamente el customer engagement. Lea el informe y obtenga una descripción detallada de: las estrategias que diferencian a una empresa icónica de una que no lo es la manera en que varían las estrategias de región en región, según la madurez y las expectativas del cliente la gestión de la innovación y la adopción de tecnología en el futuro lo que implica mantenerse icónica con talento y tecnología [mktoform cta_header="OBTENGA EL INFORME" cta_button="DESCARGUE AHORA" landing_id="62095" cid_id="7010B000001SNhC"] Blended AI para la experiencia del cliente Los bots y la automatización se combinan con el poder de la intervención humana [cutoff co_thick="2px"] Es verdaderamente impactante la velocidad con la que la inteligencia artificial (IA) puede manejar solicitudes sencillas y automatizar las conversaciones. Pero las soluciones de IA no son suficientes para entregar las mejores experiencias de cliente. Las emociones a veces "exigen" el contacto humano que solo un agente en vivo puede dar. Kate, la IA de la experiencia del cliente de Genesys, combinada con el poder de la intervención humana pueden mejorar la experiencia del cliente, empoderar a los empleados y reducir significativamente los costos. Al combinar la tecnología de IA con los humanos, o “Blended AI by Genesys”, es posible comprender y abarcar todo el journey del cliente a fin de alcanzar los mejores resultados. Descargue el eBook y descubra cómo Kate y Blended AI pueden ayudarlo a: Personalizar el autoservicio Conectar las conversaciones Crear excelentes experiencias de agente Comenzar de a poco y hacer implementaciones rápidas con microaplicaciones [mktoform cta_header="DESCARGUE AHORA" cta_button="DESCARGUE AHORA" landing_id="61781" cid_id="7010B000001SLek"] Es Momento de Repensar el Enrutamiento Basado en Colas en un Mundo Digital [cutoff co_thick="2px"] El enrutamiento por colas fue "el" modelo de eficiencia cuando se introdujo hace más de 40 años. Pero con la incorporación de nuevos canales digitales y de autoservicio y con clientes que utilizan cada vez más canales –a veces incluso en una misma interacción–, este enfoque hoy resulta insuficiente para los contact centers. El enrutamiento es la base que permite brindar experiencias del cliente personalizadas y omnicanal y generar engagement de empleados. Es momento de repensar el statu quo y las prácticas de distribución del trabajo al agente mejor preparado. Lea este contenido y sepa cómo: Superar las limitaciones de la distribución por colas mediante un verdadero enrutamiento omnicanal Diseñar journeys de cliente personalizados de punta a punta Direccionar a los clientes al agente disponible mejor preparado en el momento correcto y en todos los canales [mktoform cta_header="¡Descargue Ahora!" cta_button="Lea el Contenido" landing_id="61609" cid_id="7010B000001SKAZ"] Hoja de ruta para el customer engagement omnicanal [cutoff co_thick="2px"] Lo que una vez era un call center fácil de administrar ahora se ha convertido en una estructura emparchada difícil de controlar, con canales digitales y de voz totalmente inconexos y con tecnología de diversos proveedores. El resultado: complejidad técnica y experiencias fragmentadas o interrumpidas. Este resumen ejecutivo orienta acerca de lo siguiente: Adopción de un sistema de engagement para el servicio al cliente omnicanal Plataforma de experiencia del cliente como base para optimizar los canales de servicio automático y asistido por agentes Entrega de las experiencias personalizadas que esperan los clientes tecnológicos de hoy [mktoform cta_header="OBTENGA EL RESUMEN EJECUTIVO!" cta_button="Obtenga Ahora!" landing_id="61854" cid_id="7010B000001SMAW"] ¿Cuál es el modelo de contact center más adecuado para su empresa? ¿Nube, on-premise o híbrido? [cutoff co_thick="2px"] Si está buscando el modelo de implementación más adecuado para su contact center, consulte las recomendaciones descriptas en este eBook, puesto que lo ayudarán a escoger la mejor solución –en la nube, on-premise o híbrida– para su empresa. Hace solo unos años, las empresas no estaban seguras de la viabilidad de migrar sus contact centers y otros sistemas a la nube. Pero la reducción de costos que viene ofreciendo la nube, el correspondiente aumento en la seguridad y el bajo costo de implementación, están atrayendo a cada vez más organizaciones. Este eBook le mostrará cómo afectan los diferentes criterios a la hora de escoger una solución en la nube u on-premise: El tamaño del contact center y los requisitos de negocio, tales como la gestión del journey del cliente La ubicación y la cantidad de contact centers La necesidad de escalabilidad, velocidad de implementación y requisitos de mantenimiento [mktoform cta_header="Descargue Ahora" cta_button="Obtenga El E-book" landing_id="61605" cid_id="7010B000001SK8J"] El papel de la Nube en la Transformación Digital de los Contact Centers en América Latina [cutoff co_thick="2px"] Cada vez más empresas en América Latina están reconociendo los beneficios de la nube en materia de reducción de costos y eficiencia operativa de los contact centers. La tecnología desempeña un papel cada vez más importante en lo que respecta a preparar el contact center para la transformación digital. Según un informe de Forrester publicado por Genesys, las empresas que migraron sus contact centers a la nube obtuvieron muchos beneficios, como el aumento de la satisfacción del cliente y la gestión más simple y eficiente de los contact centers distribuidos. Descargue el whitepaper de Genesys y sepa más sobre: El mercado de nube en América Latina Los beneficios de reemplazar su antiguo call center por un contact center omnicanal en la nube Cómo PureCloud puede ayudarlo a brindar el mejor customer engagement [mktoform cta_header="¡Descargue ahora!" cta_button="¡Descargue el Contenido!" landing_id="61649" cid_id="7010B000001SKee"] La Inteligencia Artificial en el Mundo Digital. Reduciendo el Esfuerzo del Cliente al Mínimo [cutoff co_thick="2px"] La sofisticación del cliente es sin dudas uno de los principales desafíos que deberán resolver las organizaciones modernas. Y diversas investigaciones señalan que el nivel de esfuerzo que tenga que invertir un cliente para interactuar con una marca es tanto o más crítico que su grado de satisfacción. La inteligencia artificial es una de las tecnologías que están trayendo disrupciones en diversos ámbitos. La consolidación de los asistentes virtuales inteligentes, por ejemplo, permite alcanzar diversos objetivos para optimizar la CX y ofrecer respuestas rápidas, consistentes y fáciles de alcanzar. Descargue el informe Frost & Sullivan y Genesys y sepa más. [mktoform cta_header="Descargue el Informe" cta_button="Lea el Informe" landing_id="61717" cid_id="7010B000001SKqa"] Cómo Solucionar el Caos Que se Genera en el Desktop del Agente [cutoff co_thick="2px"] Se puede solucionar el caos que se genera en el desktop del agente. De hecho, unificar las decenas de aplicaciones que los agentes del centro de contacto utilizan en un solo lugar puede consolidar la información del cliente y mejorar la CX. Un desktop todo en uno es la base para convertirse en una organización digitalmente madura y enfocada en el cliente, en especial, como parte de una estrategia más amplia de engagement omnicanal. Pensar en una solución de desktop todo en uno no significa pensar solo en el presente, sino también en el futuro de su negocio. Lea el eBook y descubra: Cómo alcanzar el journey "ideal" a través de una vista consolidada de todos los canales de contacto con el cliente Cómo seleccionar las herramientas correctas para empoderar a sus empleados, y al mismo tiempo, combinar las preferencias del cliente y sus objetivos específicos de negocio Qué beneficios aporta el desktop integrado todo en uno a su estrategia omnicanal [mktoform cta_header="DESCARGUE AHORA" cta_button="OBTENGA EL EBOOK" landing_id="61802" cid_id="7010B000001gMIw"] La Guía del Omnichannel Customer Engagement [cutoff co_thick="2px"] Si bien los clientes de hoy interactúan con su empresa a través de diversos canales, pretenden una sola cosa de usted: que les brinde una experiencia consistente. Y teniendo en cuenta que los canales digitales están disponibles las veinticuatro horas, todos los días de la semana, es fundamental que los proveedores de servicios de contact center cuenten con una estrategia omnicanal que les permita crear experiencias perfectas y contextualizadas a través del canal de contacto que el cliente escoja. Lea el eBook y descubra: Los tres pasos esenciales para lograr el omnichannel customer engagement Las herramientas que le permitirán una transición conveniente e ininterrumpida entre canales Las ventajas de tener visibilidad en tiempo real de todos los tipos de interacciones, incluidos los canales digital y de voz [mktoform cta_header="DESCARGUE AHORA" cta_button="OBTENGA EL eBOOK" landing_id="61758" cid_id="7010B000001gMJ5"] La Nube y la Modernización del Centro de Contacto [cutoff co_thick="2px"] Un nuevo escenario competitivo está llevando a organizaciones latinoamericanas de todas las industrias a revisaren sus estándares y procesos y a afrontar transformaciones profundas que les permitan vencer los nuevos desafíos. El camino de la modernización del centro de contacto puede tomar diferentes formas, y un número creciente de empresas están aprovechando los beneficios que trae la nube, tales como un modelo de pagos recurrente, elasticidad y flexibilidad, un menor costo total de tenencia, rápidos tiempos de implementación y actualización, y la posibilidad de concentrarse únicamente en su negocio principal. Descargue el informe de Frost & Sullivan y Genesys y sepa más sobre: El camino para el consumidor moderno La transformación de la CX La evolución de la nube en América Latina Los beneficios de PureCloud [mktoform cta_header="OBTENGA EL CONTENIDO" cta_button="DESCARGUE AHORA" landing_id="61410" cid_id="7010B000001SJVr"] El Impacto de la Transformación Digital en el Sector Bancario y de Servicios Financieros [cutoff co_thick="2px"]Históricamente pioneras a la hora de adoptar nuevas tecnologías, las instituciones de la industria bancaria y de servicios financieros (BFS) han invertido fuertemente en una infraestructura compleja y que hoy es difícil de actualizar. Hoy la industria BFS está siendo transformada por varias tecnologías que están generando importantes beneficios para las empresas y los consumidores. La perfecta conjunción entre innovación tecnológica y procesos operativos optimizados es lo que permitirá la consolidación de las finanzas inteligentes. Descargue el informe de Frost & Sullivan y descubra: El impacto de las Fin Techs para la experiencia del cliente en la industria BFS Como los bancos e instituciones tradicionales pueden diferenciarse y mejorar la CX Los fundamentos claves para garantizar una satisfactoria experiencia digital del cliente [mktoform cta_header="OBTENGA EL CONTENIDO" cta_button="DESCARGUE AHORA" landing_id="61330" cid_id="7010B000001SJKo"] Desterremos los 10 mitos más comunes del customer engagement omnicanal [cutoff co_thick="2px"] Los call centers de ayer evolucionaron y se han convertido en contact centers multicanal; algunos se han transformado en omnichannel engagement centers. Comprender la diferencia entre “multicanalidad” y “omnicanalidad" es clave para diseñar y brindar la experiencia omnicanal que esperan los clientes tecnológicos de hoy. Lea el eBook. Profundiza en los 10 mitos más comunes del customer engagement omnicanal, que incluyen: Un contact center multicanal es igual a un contact center omnicanal. El engagement omnicanal es responsabilidad de las soluciones CRM. Implementar el customer engagement omnicanal es demasiado costoso. [mktoform cta_header="E-BOOK GRATIS" cta_button="Descargue ahora" landing_id="60504" cid_id="7010B000001SG3b"] Siete pasos para brindar un servicio digital de última generación [cutoff co_thick="2px"]Los contact centers modernos pueden dar soporte a varios canales digitales —correo electrónico, chat, conavegación, redes sociales, video— a través de múltiples puntos de contacto digital (web o dispositivos móviles). Lo que no pueden hacer es vincular las interacciones en un journey paso a paso para brindar una experiencia personal y contextual a cada cliente. Descargue el eBook Descubra cómo: Diseñar una estrategia de engagement digital exitosa Ofrecer a los agentes una visión 360 de las interacciones del cliente en todos los canales de voz y digitales Entregar experiencias omnicanal personalizadas, contextualizadas y de poco esfuerzo [mktoform cta_header="E-BOOK GRATIS" cta_button="Descargue ahora" landing_id="60512" cid_id="7010B000001SG3q"] No todas las plataformas de experiencia del cliente son iguales [cutoff co_thick="2px"] Escoger la tecnología correcta para diseñar y orquestar el customer engagement en todos los canales digitales y de voz es crucial para ofrecer lo que los clientes esperan en materia de experiencias omnicanal sin esfuerzo. Lea el eBook y descubra cómo: Modernizar su infraestructura de contact center, aumentar la calidad y eficiencia de la fuerza de trabajo, y brindar experiencias de cliente personalizadas Orquestar journeys onmicanal con una plataforma única para todos los canales digitales y de voz Evaluar las cinco capacidades más importantes de una plataforma CX [mktoform cta_header="E-BOOK GRATIS" cta_button="Descargue ahora" landing_id="60508" cid_id="7010B000001SG3h"] Cinco requisitos básicos para brindar experiencias excepcionales en una era ultraconectada [cutoff co_thick="2px"] En la actualidad, los clientes esperan que el servicio de atención esté tan conectado como lo están ellos. Si usted no puede brindarles una experiencia ininterrumpida ni añadir canales digitales, como aplicaciones móviles, redes sociales y web, corre el riesgo de quedar a la zaga. Algunas empresas intentan la omnicanalidad mediante tecnología obsoleta y una maraña de soluciones puntuales "atadas con alambre". Pero ese no tiene que ser su caso. Lea este eBook y descubra: Por qué forzar la incorporación de más canales a una infraestructura que ya es antigua, no es, en absoluto, el enfoque correcto. Cómo crear una experiencia del cliente de cara al futuro. Cómo optimizar las métricas y reducir los costos operativos mediante un enfoque integrado. [mktoform cta_header="E-BOOK GRÁTIS" cta_button="Baixe Agora!" landing_id="60500" cid_id="7010B000001SG3R"] El Papel de los Consumidores en la Transformación del Sector de Salud [cutoff co_thick="2px"] La digitalización de los servicios de salud ofrece nuevas oportunidades de crecimiento para una amplia variedad de áreas, debido a la complejidad de la cadena de valor de las soluciones digitales de salud. El cambio en las dinámicas de mercado que afectan al sector salud a nivel global dará paso a sistemas de asistencia más conscientes, clínicamente integrados y descentralizados, que atenderán a consumidores empoderados que valoren la conveniencia y la personalización. Descargue el whitepaper de Frost & Sullivan y Genesys y descubra: Previsiones del sector salud en América Latina Factores transformadores en el sector salud Seis grandes temas que influyen en la innovación de los modelos de negocio en el sector salud Estrategias para construir una nueva cultura de la salud [mktoform cta_header="Obtenga el Contenido" cta_button="DESCARGUE AHORA" landing_id="59450" cid_id="7010B000001gMst"] 5 Maneras en las que un Verdadero Enrutamiento Omnichannel puede Mejorar la Experiencia del Cliente [cutoff co_thick="2px"] Por unanimidad la experiencia del cliente se ha convertido en el diferencial competitivo más poderoso en todas las industrias. En realidad, el 78% de las empresas reconocen la experiencia del cliente como su medida de desempeño estratégico más importante, de acuerdo con un reciente Informe Global de Contactoo Centre Benchmarking de Dimension Data. Con las expectativas de los clientes alcanzando nuevos niveles, toda interacción con su marca debe ser conveniente, sin fricciones y personalizada. El enrutamiento es un mecanismo clave para garantizar que sus clientes se conecten con el agente correcto, en todas las interacciones y en cualquier canal. Lea este contenido para aprender cinco formas en las que un Enrutamiento True Omnichannel puede ayudarle a ofrecer el mejor servicio al cliente. Sepa cómo: Interconexión de conversaciones que proporcionan experiencias de clientes coherentes y ricas en contexto en todos los canales Reduzca el costo total de propiedad (TCO) a través de la automatización y la eficiencia Mejore la colaboración entre el área comercial y de TI Aumenta la agilidad de los negocios de la empresa [mktoform cta_header="DESCARGUE AHORA" cta_button="Obtenga el Contenido" landing_id="59544" cid_id="7010B000001gNPY"] El Impacto de la Transformación Digital en el Sector de Seguros en América Latina [cutoff co_thick="2px"] Sepa cómo el cambio en el comportamiento del cliente está impactando el sector seguros. Los clientes del sector seguros solo entran en contacto cuando tienen que tratar una situación crítica, como un accidente con su automóvil, o en su residencia, o una fatalidad en su familia. Esto implica que la experiencia del cliente, sea buena o mala, es más pasional en comparación con la experiencia de los usuarios de otro tipo de productos o servicios menos complejos. Los rápidos cambios en las preferencias de los clientes y sus crecientes expectativas de una mayor calidad de atención están creando una serie de desafíos para el sector seguros, y las compañías comienzan a buscar soluciones y alternativas para satisfacer estas nuevas necesidades: tratan de brindar una experiencia de calidad y reducir el esfuerzo del cliente para interactuar con ellas. Descargue el whitepaper de Genesys y descubra: Cómo el cambio en el comportamiento del cliente impacta en el sector seguros Cómo la tecnología facilita la vida de los clientes Las prioridades en el camino a seguir y el journey digital del sector seguros [mktoform cta_header="OBTENGA EL CONTENIDO" cta_button="LEA AHORA" landing_id="58312" cid_id="7010B000001gJY0"] Nuevos Modelos de Negocios y la Experiencia del Cliente en el Sector Energético [cutoff co_thick="2px"] ¿Qué está haciendo el sector energético en el área de experiencia del cliente? El crecimiento de la población y la intensidad del consumo energético provocado por el incremento del desarrollo social ha creado un modelo de ingresos relativamente seguro para los inversores, quienes esperaban el retorno estable de sus inversiones. Pero el modelo de negocios tradicional está cambiando. Hoy diversas empresas del sector se posicionan más como “socios de energía” que como simples proveedores de electricidad, desarrollando productos que favorezcan el aumento de la eficiencia energética residencial y aumenten la comodidad del cliente. Descargue el whitepaper completo de Frost & Sullivan y Genesys y conozca: El futuro de los modelos de negocio de energía Las nuevas necesidades de los clientes del sector energético Qué están haciendo las empresas en el área de experiencia del cliente [mktoform cta_header="OBTENGA EL CONTENIDO" cta_button="LEA AHORA" landing_id="58308" cid_id="7010B000001gJXH"] Operaciones más inteligentes y más estratégicas [cutoff co_thick="2px"] Los clientes tienen grandes expectativas y desean que las empresas adopten un enfoque que se centre en ellos. Las organizaciones de atención al cliente deben sustentarse en la eficiencia operativa para poder brindar experiencias de cliente excepcionales que las diferencien en el mercado. Con herramientas de análisis y de automatización de procesos, pueden tener los insights que necesitan para adoptar decisiones de servicio más inteligentes e incrementar el valor del ciclo de vida del cliente. Solo con este nivel de obsesión por el cliente podrán aumentar la lealtad hacia su marca y los ingresos. Forrester Research identificó 10 tendencias de servicio al cliente para 2017 que los profesionales de Entrega y Desarrollo de Aplicaciones que brindan soporte a las operaciones de atención deben considerar a la hora de elaborar una estrategia para mejorar la calidad del servicio. Obtenga el informe de Forrester, elaborado por Kate Leggett, y conocerá: Las 10 principales tendencias de servicio al cliente que lo ayudarán a brindar un servicio óptimo. Cómo construir una experiencia de cliente diferente que satisfaga las expectativas de los clientes. Cómo consolidar las relaciones en un mundo cada vez más digital y orientado al autoservicio. [mktoform cta_header="OBTENGA EL INFORME DE FORRESTER" cta_button="DESCARGUE AHORA" landing_id="57277" cid_id="7010B000001gH9D"] Los Principales Beneficios de la Digitalización en el Sector de Seguros de América Latina [cutoff co_thick="2px"] El 71% de los clientes del sector seguros realizan búsquedas en la web para obtener información antes de contratar el servicio. La digitalización ha causado un impacto significativo en el sector seguros, y las organizaciones que no se apresuren a adoptar las nuevas tendencias para satisfacer las demandas de los clientes digitales quedarán rezagadas y experimentarán bajos niveles de lealtad y de conversión de ventas. Los desafíos ponen de manifiesto la necesidad de desarrollar una estrategia omnicanal de atención y de invertir en una infraestructura que se adecue a las crecientes demandas del cliente. Descargue el white paper de Genesys y descubra: La manera en que el sector seguros enfrenta la transformación digital El impacto de la digitalización en el mercado latinoamericano Casos reales de modernización en el sector seguros [mktoform cta_header="Obtenga el Whitepaper" cta_button="Lea Ahora" landing_id="56776" cid_id="7010B000001YW74"] Aumente la agilidad del servicio de atención con contact centers en la nube [cutoff co_thick="2px"] Por qué aumentan las aplicaciones de contact center en la nube Forrester previó para 2016 un aumento del 22% en los ingresos por suscripciones de aplicaciones de contact center en la nube. La exposición y la experiencia de nube que han tenido las organizaciones les permite apreciar las ventajas de migrar sus sistemas más importantes a la nube. Hoy la computación en nube es moneda corriente y lo mismo sucede con los contact centers en la nube. La necesidad de conectar a los consumidores a través de su canal de preferencia con agentes de contact center es casi un imperativo en la era del cliente. Lea el informe de Forrester y descubra: Por qué los contact centers en la nube están en la fase de crecimiento Cómo es que la agilidad ha pasado a ser tan importante en materia de reducción de costos Qué pueden esperar usted de su proveedor de contact center La plataforma en la nube le permite agilidad, así que enfóquese en los journeys de sus clientes y despreocúpese de la tecnología. Comience su journey en la nube con el informe de Forrester. [mktoform cta_header="Obtenga el informe" cta_button="Descargue ahora" landing_id="56959" cid_id="7010B000001gGfw"] El servicio al cliente en una era ultraconectada [cutoff co_thick="2px"] Sus clientes están ultraconectados. Asegúrese de estarlo usted también. Encontrar nuevos clientes y mantener relaciones duraderas con los que ya tiene lleva tiempo y esfuerzo. Cuando sus clientes están preparados para el engagement, ¿usted está donde ellos están? En un mundo digital como el actual, es vital comunicarse con los clientes donde y cuando ellos quieran, ya sea por teléfono, SMS, chat online o redes sociales. Obtenga este eBook ahora y sepa: Cómo vincularse con sus clientes en un mundo ultraconectado Cómo facilitar y optimizar sus operaciones de customer engagement Por qué es hora de implementar una solución de contact center en la nube todo en uno [mktoform cta_header="EBOOK SIN CARGO" cta_button="OBTENGA EL EBOOK" landing_id="56522" cid_id="7010B000001YVqc"] Ventajas competitivas de PureCloud [cutoff co_thick="2px"] PureCloud es una solución de colaboración "todo en uno" que unifica las comunicaciones entre empleados y clientes para crear un excepcional customer engagement; es de rápida implementación, intuitiva y fácil de usar. Ha sido diseñada para ofrecer experiencias consistentes, personalizadas e ininterrumpidas a los clientes. Esta poderosa y galardonada plataforma en la nube ayuda a las organizaciones a: Conectarse con los clientes, administrar tareas y ver tendencias desde una plataforma simple y sencilla Empoderar a los empleados con valiosa información en tiempo real Obtener una ventaja competitiva Descargue el white paper para saber más sobre las robustas capacidades y funciones que PureCloud tiene para ofrecer. [mktoform cta_header="DESCARGUE AHORA" cta_button="LEA EL WHITE PAPER HOY MISMO" landing_id="56517" cid_id="7010B000001YVqX"] La omnicanalidad no es opcional [cutoff co_thick="2px"] La omnicanalidad no es opcional El informe 2017 de Aberdeen, Contactoo Center and Customer Experience Process Trends (tendencias de contact center y experiencia del cliente) revela que las empresas que tienen un programa omnicanal obtienen un 25% más de ingresos anuales y un 55% menos de reclamos de sus clientes. Para alcanzar el éxito, deben ofrecer una experiencia de servicio consistente y eficaz entre canales, ya sea a través del teléfono, el correo electrónico, las redes sociales u otras interacciones web. Obtenga este ebook y descubra cómo las empresas medianas pueden: Manejar las expectativas del cliente en un mundo digital permanentemente conectado Empoderar a los empleados para brindar un óptimo servicio de atención entre canales Brinde experiencias satisfactorias a sus clientes con una solución de contact center en la nube todo en uno [mktoform cta_header="EBOOK SIN CARGO" cta_button="CONOZCA MÁ" landing_id="56512" cid_id="7010B000001YVqI"] Cómo seguir el ritmo del cliente moderno [cutoff co_thick="2px"] Las expectativas de los clientes son más altas que nunca. Los millennials exigen facilidad, velocidad y consistencia siempre, independientemente del canal que escojan para comunicarse con usted. Desafortunadamente, muchas empresas, vez de resolver el problema de raíz, intentaron adaptar su software obsoleto incorporando nuevos canales (y software) a medida que los necesitaban, como si fuera un enfoque "Frankenstein". El resultado: el centro de contacto es un monstruo que se mueve muy lentamente y está todo desarticulado. Ha llegado la hora de desmembrar a ese monstruo –herramienta por herramienta y proceso por proceso– para descubrir qué es lo que está afectando al contact center. Obtenga el eBook ahora. Descubra cómo: Estar a la vanguardia con un contact center basado en la nube> Entregar experiencias ininterrumpidas en los canales de voz, web, correo electrónico, social y móvil Empoderar a los agentes con las herramientas necesarias para cumplir con las altas expectativas de la generación de los millennials [mktoform cta_header="EBOOK SIN CARGO" cta_button="LÉALO HOY" landing_id="56508" cid_id="7010B000001YVq3"] Cinco tendencias tecnológicas que redefinen la experiencia del cliente [cutoff co_thick="2px"] Preguntamos a analistas y líderes de la industria cuáles eran las tendencias de customer engagement más relevantes en el 2017 y en el futuro. Desde tecnologías de punta, como IoT y bots, hasta una nueva vuelta de tuerca a viejas ideas, los temas de actualidad pueden resumirse en cinco tendencias clave que redefinirán la experiencia del cliente en el futuro. En este ebook, descubrirá: Cuáles son las cinco tendencias que tienen el impacto más significativo en la experiencia del cliente Cómo utilizar el aprendizaje automático (machine learning) para identificar los patrones y las tendencias que pueden redundar en excepcionales experiencias de cliente Cómo garantizar el crecimiento futuro del contact center y adaptarse a las cambiantes necesidades de los clientes [mktoform cta_header="EBOOK SIN CARGO" cta_button="LÉALO AHORA" landing_id="56504" cid_id="7010B000001YVpZ"] Estudio de Forrester: Autoservicio omnicanal Empoderar a los clientes entre todos los canales garantiza el éxito de las organizaciones en la era del cliente [cutoff co_thick="2px"] En la era del cliente, ellos son los que controlan la conversación con las empresas con las que operan. Exigen experiencias guiadas, personalizadas y contextualizadas en el canal que ellos prefieren. Según un estudio reciente de Forrester Consulting, el 77% de los clientes afirman que lo más importante que una empresa puede hacer para brindarles un buen servicio es valorar su tiempo. Las empresas que puedan ofrecerles experiencias excepcionales que satisfagan esas expectativas de servicio serán recompensadas con su satisfacción y lealtad. Descargue el estudio de Forrester Consulting, elaborado para Genesys, y descubra cómo la omnicanalidad determina la experiencia del cliente e incrementa las posibilidades de éxito. Vea, además, otras conclusiones relevantes: La razón por la que el autoservicio omnicanal es tan importante en esta era del cliente Cómo las empresas que adoptan el autoservicio omnicanal aventajan a sus competidores Cómo las compañías con omnicanalidad tienen un mejor rendimiento a la hora de cumplir sus prioridades de negocio [mktoform cta_header="¡OBTENGA EL ESTUDIO HOY!" cta_button="DESCARGUE AHORA" landing_id="54905" cid_id="7010B000001YSio"] ¿Su IVR aleja a los clientes? Responda estas preguntas y sepa si su IVR está destruyendo la relación con sus clientes [cutoff co_thick="2px"] Cuando un cliente llama, ¿el IVR contribuye o pone en peligro a su empresa? ¿Cómo se siente el cliente después de la interacción: frustrado o satisfecho? No es novedad que, cuando un cliente está contento, es más leal, y en consecuencia, es más fácil de retener. Para brindar una experiencia superior, su IVR debe reconocer el motivo por le que el cliente llama, tener acceso a la información personal y de negocio pertinente, y aplicar reglas que personalicen aún más esa experiencia. Responda estas 10 preguntas y sepa si su IVR está ayudando a su negocio o está alejando a sus clientes. [mktoform cta_header="Regístrese ahora" cta_button="Envíe" landing_id="51524" cid_id="7010B000001YF8z"] Construir un caso de negocio omnicanal [cutoff co_thick="2px"] Si bien hoy todas las empresas ofrecen diversos canales de comunicación, normalmente los administran en silos, lo que termina fragmentando la experiencia del cliente. Con una solución omnicanal, usted podrá no sólo alcanzar una mayor ventaja competitiva, sino también mejorar sustancialmente la experiencia y la satisfacción de sus agentes y clientes. Descargue la hoja de datos para conocer las once métricas que debe tener en cuenta a la hora de construir su caso de negocio para el servicio de atención omnicanal: 50% de reducción en el procesamiento de mensajes duplicados en todos los canales Más de 20% de aumento en la resolución en el primer contacto (FCR) 15% de aumento en la satisfacción del cliente (CSAT) [mktoform cta_header="OBTENGA LA HOJA DE DATOS" cta_button="DESCARGUE AHORA" landing_id="51032" cid_id="701U0000000Voyd"] Guía para la gestión de recursos en el sector de prestadores de salud [cutoff co_thick="2px"] La buena comunicación es fundamental para que la relación con sus clientes o pacientes sea saludable. Para ello, es esencial mantener el contexto de las interacciones previas entre los canales de comunicación utilizados por el cliente. ¿Cuántos canales de comunicación utiliza a medida que el clientes pasa de un canal a otro; por ejemplo, de un dispositivo móvil a uno fijo, de un consultorio a un hospital o a un correo electrónico? Descargue el eBook y descubra cómo: Eliminar la desconexión entre canales, que implica mucho esfuerzo para el cliente Utilizar lo último en tecnología de mensajes proactivos para evitar el ausentismo de pacientes o la falta de pago de facturas Satisfacer las demandas de los clientes actuales, que exigen experiencias omnicanal [mktoform cta_header="OBTENGA EL EBOOK HOY" cta_button="DESCARGUE AHORA" landing_id="50010" cid_id="701U0000001YBm7"] Planifique hoy el servicio al cliente para el 2021 [cutoff co_thick="2px"] Por lo general, a la hora de adquirir tecnologías de atención, las empresas planifican a dos o tres años vista. Pero para "obsesionarse por el cliente" –por decirlo de alguna manera–, deben intentar comprender qué tecnologías y qué experiencias desearán tener sus clientes en cinco años. Seguramente, para el 2021, y gracias a la internet de la cosas (IoT), las compañías habrán dejado de enfocarse en productos para centrarse en servicios. Por lo tanto, en lugar de quedarse esperando a que llegue el futuro, lo que usted debe hacer es comenzar a planificar hoy la tecnología del mañana. Lea el informe de Forrester y descubra: Las experiencias de servicio que desearán tener sus clientes en el 2021 Las cinco tecnologías que modificarán el servicio de atención en el 2021 Los tres pasos que lo ayudarán a ponerse en marcha [mktoform cta_header="Lea el informe" cta_button="Obténgalo ahora" landing_id="50016" cid_id="701U0000001YBpu"] Guía para una experiencia de cliente omnicanal en el sector de prestadores de salud [cutoff co_thick="2px"] La buena comunicación es fundamental para que la relación con sus clientes o pacientes sea saludable. Para ello, es esencial mantener el contexto de las interacciones previas entre los canales de comunicación utilizados por el cliente. ¿Cuántos canales de comunicación utiliza a medida que el clientes pasa de un canal a otro; por ejemplo, de un dispositivo móvil a uno fijo, de un consultorio a un hospital o a un correo electrónico? Descargue el eBook y descubra cómo: Eliminar la desconexión entre canales, que implica mucho esfuerzo para el cliente Utilizar lo último en tecnología de mensajes proactivos para evitar el ausentismo de pacientes o la falta de pago de facturas Satisfacer las demandas de los clientes actuales, que exigen experiencias omnicanal [mktoform cta_header="OBTENGA EL EBOOK HOY" cta_button="DESCARGUE AHORA" landing_id="49455" cid_id="701U0000001Y9kR"] Planifique y gestione su fuerza de trabajo omnicanal [cutoff co_thick="2px"] Los consumidores tecnológicos de hoy utilizan múltiples dispositivos y canales para comunicarse con las empresas. En la mayoría de los centros de contacto, los canales de interacción funcionan como silos. Hay distintos sistemas para distribuir interacciones y tareas, y para gestionar la fuerza de trabajo. Esta situación hace que la operación sea más compleja y exige trabajo manual por parte de los equipos de planificación y operaciones. Lea el white paper y descubra cómo: Desarrollar estrategias de planificación de empleados integradas y omnicanal Modernizar su infraestructura con una solución integrada Mejorar la experiencia del cliente y la satisfacción de agentes, y reducir costos [mktoform cta_header="Descargue ahora" cta_button="Descargue ahora" landing_id="49140" cid_id="701U0000000okw4"] Mapa de viaje del cliente: Un enfoque "de afuera hacia adentro" para garantizar experiencias excepcionales [cutoff co_thick="2px"] ¿Qué es el viaje del cliente? ¿Por qué centrarse en los viajes del cliente? Esas son las preguntas que muchos lo hacen acerca de la CX para crear experiencias memorables a los clientes. Los mapas de viaje sirven como herramienta correctiva: ayudan a los equipos a ver el panorama completo –es decir, el viaje completo–, desde la perspectiva del cliente, y además, a generar entendimiento compartido. Las empresas que se concentran en la optimización del viaje muestran un desempeño significativamente mayor que las que no lo hacen. Descargue este eBook y conozca cómo con ésta nueva forma de evaluar la experiencia del cliente se pueden ver los viajes actuales y se puede identificar el origen de los problemas. [mktoform cta_header="Descargue ahora" cta_button="DESCARGAR" landing_id="46341" cid_id="701U0000000lxdKIAQ"] Por qué las empresas escogen contact centers basados en SIP [cutoff co_thick="2px"] Escoger la tecnología adecuada para su contact center puede resultar difícil y abrumador. ¿Debe actualizar el ACD antiguo y sus aplicaciones? ¿O a llegado el momento de migrar a una plataforma SIP de experiencia del cliente con poderosas capacidades omnicanal? Modernizar la infraestructura de su call center con una solución SIP es esencial para brindar un servicio de atención de talla mundial. Descargue el white paper y conocerá: Las limitaciones de los ACD antiguos Los beneficios de una solución SIP para contact centers Ejemplos reales de cómo SIP incrementa la eficiencia, reduce los costos y permite brindar un servicio omnicanal [mktoform cta_header="Descargue ahora" cta_button="Descargar" landing_id="46390" cid_id="701U0000001fOrK"] Construir un caso de negocio para reemplazar el ACD de su call center [cutoff co_thick="2px"] Como ejecutivo responsable de la infraestructura del call center, usted comprende cuáles son las limitaciones que tiene un ACD antiguo. El desafío radica en calcular el ROI para reemplazar los sistemas antiguos por una infraestructura basada en SIP que brinda una experiencia de cliente omnicanal. Descargue la hoja de datos útiles para saber cómo: Calcular el dinero que ahorrará si cuenta con un único grupo de agentes Calcular el dinero que ahorrará en hardware y mantenimiento Calcular los beneficios de una experiencia de cliente consistente [mktoform cta_header="Descargue ahora" cta_button="Descargar" landing_id="46388" cid_id="701U0000001fOrF"] Construir un caso de negocio para modernizar el contact center. [cutoff co_thick="2px"] La transformación del contact center redunda en mayores ingresos y menores costos; sin embargo, justificar la inversión puede llegar a ser una tarea difícil. Descargue el White Paper Aprenda cómo calcular: Lo que ahorrará al mejorar la resolución en el primer contacto (FCR) Lo que ahorrará al reducir el tiempo promedio de atención (AHT) Lo que ahorrará al migrar a canales digitales Los ingresos que obtendrá al incorporar capacidades de enrutamiento inteligente Descárguelo ahora ¡Elabore una caso de negocio que se adapte a sus necesidades! [mktoform cta_header="Descargue ahora" cta_button="Descargar" landing_id="46347" cid_id="701U0000001fOoL"] 10 razones por las que Genesys Customer Experience Platform es la opción correcta para su CC ¿Su centro de contacto tiene una plataforma de experiencia del cliente? [cutoff co_thick="2px"] La plataforma de experiencia del cliente de Genesys (Customer Experience Platform) tiene varias ventajas que lo convierten en la mejor opción para su centro de contacto para ganar velocidad en conseguir los resultados deseados. La solución incorpora una serie de características que le permiten hacer la gestión completa del viaje de los clientes, optimizar la infraestructura y mano de obra, innovar en CX y más. Descargar el resumen ejecutivo y saber 10 razones por la Plataforma de la experiencia del cliente de Genesys es la elección correcta para su centro de contacto. [mktoform cta_header="Descargue ahora" cta_button="Descargar" landing_id="46343" cid_id="701U0000001fOoB"] INFORME TEI DE FORRESTER Informe Total Economic Impact™ de Genesys Omnichannel Engagement Center Solution Análisis sobre reducción de costos y valor de negocio [cutoff co_thick="2px"] El informe Total Economic Impact™ (TEI) de Forrester examina el potencial retorno de la inversión (ROI) y los beneficios que pueden obtener las empresas de la inversión realizada en Genesys Omnichannel Engagement Center Solution. Forrester entrevistó a empresas de todo el mundo que trabajaron con Genesys para modernizar sus contact centers en pos de brindar a sus clientes experiencias omnicanal. Según este informe, los clientes está logrando un ROI del 158% en un período de recuperación de 12,5 meses. Descárguelo ahora Descubra cómo evaluar el impacto financiero de su inversión en Genesys Omnichannel Engagement Center Solution, y cómo obtener los siguientes beneficios: 50% de reducción en el costo de incorporación de nuevos agentes 50 % de reducción en pérdida de clientes en puntos clave del viaje ​12,5% de mejora en el tiempo promedio de atención de agentes * Un estudio realizado por Forrester Consulting en nombre de Genesys de febrero el año 2016 [mktoform cta_header="Obtenga el informe" cta_button="Descargue ahora" landing_id="45390" cid_id="701U000000168kx"] Ponga en marcha una experiencia de cliente superior en el sector bancario Sepa cómo la plataforma de Genesys puede ayudarlo a garantizar la mejor experiencia en el sector bancario [cutoff co_thick="2px"] Con desafíos como competencia, expansión de la red de sucursales, banca multicanal y reglamentaciones gubernamentales, es muy importante que el sector bancario mejore radicalmente la experiencia del cliente. En el datasheet de Genesys, Ponga en marcha una experiencia de cliente superior en el sector bancario, usted podrá entender cómo la plataforma Genesys Customer Experience podrá ayudarlo a entregar una experiencia de cliente superior en todos los canales. [mktoform cta_header="Descargue ahora" cta_button="Descargar" landing_id="45374" cid_id="701U0000000rnqy"] Cómo el sector de salud puede mejorar la experiencia del cliente [cutoff co_thick="2px"]Un reciente estudio de la consultora IDC apuntó cinco tendencias de uso de la tecnología en el área de salud que se deben intensificar en 2016, contribuyendo con la reducción de costos y el mantenimiento del acceso a los servicios de salud. Descargue la infografía y sepa más sobre las tendencias de la tecnología en el mercado de salud.[mktoform cta_header="Descargue el Infográfico" cta_button="Descargar" landing_id="45221" cid_id="701U0000001A3HU"]
h1|Centro de contacto Omnicanal y Centro de Recursos de Experiencia al Cliente
h2|Recursos destacados
h3|Diseño de la CX
h4|Nuestra tecnología Nuestro enfoque Capacidades Productos La ventaja de Genesys Quiénes somos Podemos ayudarlo Explore Integración de Genesys Cloud con Salesforce Tres poderes Super-Humanos para Salesforce con Genesys Cloud Genesys calificó en 2020 – Principales capacidades de CCaaS Los Contact Centers y BPOs ante las Nuevas Oportunidades que genera la Transformación Digital Tres poderes Super-Humanos para Salesforce con Genesys Cloud 25° Estudio Nacional de Centros de Contacto BPO / KPO – ITO 2020 Guía del comprador de Contact Center del 2021 Lista de verificación para su solución de chat Frost & Sullivan: Global Research Midsized Call Centers take a Digital-first Approach Seis razones por las que Genesys Cloud es la plataforma ideal para usted Genesys calificó en 2020 – Principales capacidades de CCaaS Mapeo del journey y el rol del engagement predictivo Los 2 lados de la moneda en la lealtad de un cliente hacia una marca Genesys Cloud: La solución segura de contact center “todo en uno” Tendencias CX 2021 Genere más ventas a través del sitio web Forbes: El rol de los CXO en las empresas mexicanas Cuadrante Mágico de Gartner 2020 para Contact Center como Servicio, Mundial Laboratorios Farmacéuticos Genesys Ignite – para Startups – Detalles y Beneficios El contact center con tecnología de IA Mejore su CX con siete capacidades impulsadas con tecnología de IA Cómo conectar los sistemas de terceros a la experiencia del cliente Tres empleados experimentan los beneficios de la tecnología de IA Diez maneras en que la IA mejora la experiencia del cliente Cómo hacer de la IA un acelerador de tu marketing digital Nuevas tendencias del sector minorista The Forrester Wave: Proveedores de tecnología de contact center como servicio (CCaaS), tercer trimestre de 2020 Genesys Ignite – Startup Program Portabilidad Financiera: Oportunidad y Desafios El Contact Center de Nube y la CX Casos de uso aplicados en los modelos de atención de compañías Experience as a Services Kit para el éxito de la IA en su contact center Portabilidad Financiera: La Importancia de crear grandes experiencias La Industria 4.0: Revolución en los negocios y la experiencia de sus clientes Canales de CX ofrecidos por las Universidades Genesys y Google Cloud: cómo darle vida a la IA en los contact center Oficina Virtual: Mejorando la Experiencia del Cliente Digital Un enfoque comprobado para migrar su call center on-premise GeneysCloud Teleconsulta LATAM La nueva experiencia del cliente en los seguros La agenda global para la IA: promesa, realidad y función de la IA y los datos compartidos GeneysCloud Teleconsulta Ofertas especiales Genesys COVID-19 RR Tendencias en el sector de Telecomunicaciones, Media y Tecnologías de la Comunicación (TMT’s) y ServiceProviders (CSP’s) Infografía: Oferta y demanda del Mercado Financiero: ¿Están las empresas financieras realmente invirtiendo en lo importante? IDC: cómo aprovechar el poder transformador de la IA para contact centers con Google Cloud y Genesys Las tres megatendencias en servicio al cliente en 2020: Combinar inteligencia artificial y agentes para impulsar mejores experiencias Coronavirus-¿Cuáles son los síntomas? Escenario de experiencia del cliente en México en 2020 Escenario de experiencia del cliente en Colombia en 2020 Radiografía del Consumidor Mexicano La Inteligencia Artificial – está revolucionando el sector Financiero Comercio Minorista: La importancia de la conversión de prospectos Kit de planificación de la migración: Dé el primer paso para una migración exitosa del Contact Center Cómo aumentar la ventaja competitiva a través de la experiencia del cliente Lista esencial para migrar e identificar la solución de experiencia del cliente correcta Nemertes Análisis del valor de negocio PureCloud Innovations PureEngage Innovations PureConnect Innovations Frost & Sullivan: Investigación global – Los call centers medianos adoptan un enfoque primordialmente digital Sector Educación: La importancia de convertir prospectos en Educación Sector Automotriz: La importancia de la conversión de prospectos Genesys Performance DNA Prepare la experiencia del cliente de cara al futuro y mitigue los riesgos que impone la tecnología de contact center obsoleta Plataforma Genesys PureCloud Resuelva los problemas de capacidad estacional en su call center Migración prescriptiva de Genesys: El arte de una migración simplificada con ROI asegurado Mejore la satisfacción del cliente, las ventas y el engagement de los empleados con las herramientas de IA combinada de Genesys 10 formas de aprovechar la IA y brindar experiencias del cliente excepcionales Consideraciones para consolidar la tecnología del call center Playbook sobre la migración de la tecnología de call center Cómo aplacar la sed de soporte de sus clientes: El caso del área de Servicios de Negocio de Coca-Cola Video: Conozca los recursos de Genesys PureConnect Las tres megatendencias de servicio al cliente en 2019: En vista de que la IA absorbe puestos de trabajo, los agentes se hacen más valiosos MIT Global Research: Humanos + Bots: Tensión y Oportunidad Transforme su contact center en un generador de ingresos: 5 tendencias que debe conocer 6 pasos para actualizar el contact center de su empresa de retail Acercamiento y personalización—3 formas de atraer a los clientes a su contact center 10 formas de mejorar el contact center de su empresa de retail 5 formas en que la tecnología está transformando el contact center de las empresas de retail Descubra cómo Genesys Cloud simplifica las relaciones con sus clientes (demo) Guía para un Servicio de Atención Eficiente en las Redes Sociales Las Fintechs en América Latina: un Mercado en Expansión Los millennials como parte de su fuerza de trabajo Test Collateral El impacto de PureCloud en los ingresos: ROI tangible AltoCloud: Personalice el Journey del Cliente con Análisis Predictivo, I.A. y Machine Learning The Total Economic Impact™ Of Genesys PureCloud Los beneficios de un contact center en la nube para pequeñas empresas Actualice su contact center en la nube con capacidad limitada Los beneficios de migrar a un contact center en la nube El Omnichannel Customer Engagement Playbook Las Tecnologías de IA Están Revolucionando la Experiencia del Cliente en el Sector Financiero Integración de SAP con la Plataforma PureConnect Las 10 creencias falsas más comunes sobre la gestión de leads Integración de PureConnect para Salesforce Genesys Hace que la Innovación Vaya a la Par del Negocio La Relación con su PABX está Llegando al Final? Aprenda a Identificar las Señales. De Interacciones Inconexas a Journeys del Cliente Cuidadosamente Diseñados Desmitificar la Inteligencia Artificial: Maximice los Resultados de Negocio con IA Inteligencia Artificial: ¿Amiga o Enemiga del Servicio de Atención al Cliente? Seis Recomendaciones para Posicionar a su Pequeña o Mediana Empresa de Cara al Futuro Cómo innovar y promover la evolución tecnológica para transformar la CX en el sector salud La cura para todos los desafíos de la experiencia del cliente en el sector salud Estudio de IDC sobre contact centers en América Latina Diez razones para escoger PureCloud by Genesys Tecnologías Claves para Potenciar la CX en el Retail Tecnología y Eficiencia Operativa: Las Claves del Éxito para los BPOs Los beneficios de la modernización en las empresas de outsourcing de contact centers La poderosa integración de la plataforma PureCloud y Salesforce Predicciones de Forrester para 2018: La blended AI causará un impacto en su estrategia de servicio a Descubra por qué está creciendo el comercio electrónico en América Latina. La inteligencia artificial combinada con la intervención humana Video de demo Bienvenido a PureCloud Las grandes experiencias del paciente comienzan con Genesys Genesys PureSuccess: Una infraestructura de servicios de experiencia del cliente Icónicas, ubicuas e íntimas El ciclo evolutivo del engagement De “omni” a “ubicui” Mantener la vista en el horizonte PureCloud by Genesys Communicate Genesys Enterprise IVR El contact center omnicanal es una poderosa herramienta para incrementar las ventas Diez consideraciones al momento de migrar su contact center a la nube Confianza y transparencia: un claro camino hacia la confiabilidad de la nube Siete pasos para implementar el autoservicio omnicanal: personalícelo La planificación estratégica debe ser más que una práctica anual Conozca a Kate Canales alternativos para generar engagement en los clientes del futuro Genesys es “líder” de la Matriz de Decisión de Ovum Cómo convertirse en una empresa icónica Blended AI para la experiencia del cliente Es Momento de Repensar el Enrutamiento Basado en Colas en un Mundo Digital Hoja de ruta para el customer engagement omnicanal ¿Cuál es el Modelo de Contact Center Más Adecuado para su Empresa? ¿Nube, On-Premise o Híbrido? El papel de la Nube en la Transformación Digital de los Contact Centers en América Latina La Inteligencia Artificial en el Mundo Digital. Reduciendo el Esfuerzo del Cliente al Mínimo Cómo Solucionar el Caos Que se Genera en el Desktop del Agente La Guía del Omnichannel Customer Engagement La Nube y la Modernización del Centro de Contacto El Impacto de la Transformación Digital en el Sector Bancario y de Servicios Financieros Desterremos los 10 mitos más comunes del customer engagement omnicanal Siete pasos para brindar un servicio digital de última generación No todas las plataformas de experiencia del cliente son iguales Cinco requisitos básicos para brindar experiencias excepcionales en una era ultraconectada El Papel de los Consumidores en la Transformación del Sector de Salud 5 Maneras en las que un Verdadero Enrutamiento Omnichannel puede Mejorar la Experiencia del Cliente Brinde una experiencia de cliente de última generación y de manera simple Haga que cada momento sea exitoso brindando experiencias de cliente de última generación Brinde experiencias de cliente de última generación desde la nube El Impacto de la Transformación Digital en el Sector de Seguros en América Latina Nuevos Modelos de Negocios y la Experiencia del Cliente en el Sector Energético Forrester 2017: Operaciones más inteligentes y más estratégicas Los Principales Beneficios de la Digitalización en el Sector de Seguros de América Latina Aumente la agilidad del servicio de atención con contact centers en la nube El servicio al cliente en una era ultraconectada Ventajas competitivas de PureCloud La omnicanalidad no es opcional Cómo seguir el ritmo del cliente moderno Cinco tendencias tecnológicas que redefinen la experiencia del cliente Estudio de Forrester: Autoservicio omnicanal Usted no debe sentirse prisionero de su proveedor de contact center El sector de seguros y la CX Mejore la CX en el sector de salud Genesys Interaction Recording Interaction Analytics ¿Su IVR aleja a los clientes? Construir un caso de negocio omnicanal Guía para la gestión de recursos en el sector de prestadores de salud Planifique hoy el servicio al cliente para el 2021 Guía para una experiencia de cliente omnicanal en el sector de prestadores de salud Planifique y gestione su fuerza de trabajo omnicanal ¿Cuál es la solución de Omnichannel Engagement Center correcta para usted? Conversation Manager Genesys Multimedia Communications Manager Mapa de viaje del cliente Por qué las empresas escogen contact centers basados en SIP Construir un caso de negocio para reemplazar el ACD de su call center Construir un caso de negocio para modernizar el contact center 10 razones por las que Genesys Customer Experience Platform es la opción correcta para su CC Informe Total Economic Impact de Genesys Omnichannel Engagement Center Solution Ponga en marcha una experiencia de cliente superior en el sector bancario Cómo el sector de salud puede mejorar la experiencia del cliente Asistencia en vivo Asistencia en vivo
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pa|Begär en demonstration Prova gratis Kontakta oss Begär en offert Industry Report Undersökningsrapport E-bok E-bok Praktisk guide Undersökningsrapport E-bok Undersökningsrapport Varje år levererar Genesys® över 70 miljarder kundupplevelser för företag i över 100 länder. Med kraften i molnet och AI kopplar vår teknik samman varje kundögonblick inom marknadsföring, försäljning och service på alla kanaler, samtidigt som vi förbättrar upplevelsen för de anställda. Genesys var pionjärer med Experiences as a Service℠, så att organisationer av alla storlekar kan skapa verklig anpassning i valfri skala, samverka med förståelse och främja kundernas förtroende och lojalitet. Det här möjliggörs av Genesys Cloud™, en allt-i-ett-lösning och världens ledande offentliga plattform för kontaktcenter i molnet, utformad för snabb innovation, skalbarhet och flexibilitet. Upphovsrätt © 2021 Genesys. Med ensamrätt.
di|Clear E-BOK Finanssektorn i den uppkopplade kundens era En inblick i branschen i EuropaKunder ställer nya krav på kundservice inom Bank och Finans och förändring är oundvikligt. Digital kommunikation har förändrat reglerna redan innan alla de nuvarande ekonomiska störningar vi ser, vilket förändrar det sätt som många kunder kommunicerar med Bank-, Försäkrings- och Finans-sektorn (BFSI) idag. Ett exempel är hur mer än 59 miljoner människor i Storbritannien använder nu en smartphone och kraäver tillgång till snabba, anslutna och on-demand-tjänster inom alla branscher. BFSI kan inte längre underskatta efterfrågan på digitala interaktioner kunder efterfrågar. Ladda ner den här e-boken (på engelska) för att lära dig: Vilka är de största trenderna bland kunder inom BFSI idag Hur organisationer i branschen kan agera och reagera effektivt på aktuella förändringar Var vi förväntar oss att 2021 tar oss härnäst Läs e-boken (på engelska) [mktoform cta_header="" cta_button="Ladda ner här" form_p_target="custom" ar_status="dynamic" ar_url_dynamic="custom" form_branding="resource-alt" cid_id="7011T000001YYSqQAO" url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t" ar_url="https://content.genesys.com/uki-insurance/bfsi-in-the-age-of-t"] [rawcss raw_css="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"] RAPPORT FRÅN GARTNER Gartner Magic Quadrant for 2020 Contact Center as a Service, Worldwide Gartner utnämner Genesys till en ledare"Contact Center as a Service (CaaS)" är ett mycket konkurrenskraftigt landskap. Gartner CCaaS Magic Quadrant-rapport 2020 utvärderar 13 leverantörer baserat på deras vision och förmåga att leverera - detta för att hjälpa dig att göra rätt val för ditt kontaktcenter. Genesys är stolta över att utses till en ledare för visionens fullständighet och vår förmåga att leverera, genom vår starka globala verksamhet, expansiv geografisk närvaro och ett robust partnernätverk. Läs den fullständiga rapporten för att lära dig om varför Genesys är positionerat som en världsledare, med lösningar för företag i alla storlekar och branscher. Du får också inblick i: Viktiga trender som driver CCaaS-marknaden Tips för hur du kan navigera på marknaden Hur Gartner utvärderat 13 leverantörer baserat på deras förmåga att leverera bra kundservicelösningar Läs rapporten [mktoform cta_header="" cta_button="Läs rapporten här" form_p_target="custom" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001kzEaQAI" url="https://content.genesys.com/genesys-leader-gartnermq-ccaas"] * Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. GARTNER is a registered trademark and service mark of Gartner, Inc. and/ or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Source: Gartner Magic Quadrant for Contact Center as a Service, Steve Blood, Drew Kraus, Pri Rathnayake, 9th November 2020. E-bok om kartläggning av kundresan: en utifrån-och-in-strategi för att leverera kundupplevelser [cutoff co_thick="2px"]Kunder kontaktar verksamheter av flera olika anledningar, till exempel för att köpa produkter, igångsättning av befintliga produkter eller för att få hjälp. Kontakten kan ske via webbplatser, kontaktcenter, mobila enheter eller på sociala medier. Kundresehanteringen är en flerkanalsteknik där du ser verksamheten ur kundens perspektiv för att kunna förbättra kundupplevelsen. Hämta e-boken på engelska. Läs om hur du gör för att skapa smidiga, proaktiva och personliga kundresor förbättra kundupplevelsen genom att kartlägga kundresan visualisera och tillhandahålla den bästa kundupplevelsen. [mktoform cta_header="Hämta nu" cta_button="Skicka" ar_status="dynamic" cid_id="7011T000001kzEkQAI"] ANALYTIKER RAPPORT Frost Radar™ rapport: European Contact Center as a Service Market, 2020 Genesys-lösningen utklassade konkurrenterna i Frosts och Sullivans rapport Frost Radar™: European Contact Center as a Service Market, 2020. Genesys Cloud™ är en ledande kundcenterlösning på CCaaS-marknaden och erbjuder en allt-i-ett-plattform för kundcenter i molnet. Mjukvaran är en omfattande lösning med inbyggda funktioner av hög kvalitet, ett användarvänligt gränssnitt och otroliga anpassningsmöjligheter. Hämta rapporten och läs mer om varför Genesys har en ledande roll. Här hittar du följande: Utveckling av innovativa program för prediktivt engagemang och kundtjänstverktyg med AI-egenskaper Innovativa strategier som ligger steget före konkurrenterna Skyhöga CCaaS-vinster tack vare ännu bättre kundmolnsanpassning Hämta rapporten [mktoform cta_header="" cta_button="Hämta nu" ar_status="dynamic" form_branding="resource-alt" cid_id="7011T000001t8idQAA"] Praktisk guide 5 steg för att utveckla era agenters kompetenser och förbättra era kundupplevelser [cutoff co_thick="2px"]Det finns mer och mer forskning som visar att konsumenter tycker att kundupplevelsen är viktigare än priset. Därför är det avgörande för dig att ha kundupplevelseproffs i din organisation som kan och vill göra det lilla extra för att se till att kunderna är nöjda. Den här praktiska guiden innehåller information om hur du bemannar ditt kontaktcenter med en grupp kompetenta kundupplevelseproffs som använder kundcentrerade verktyg och strategier för att ge alla kunder enastående upplevelser – varje gång.[mktoform cta_button="Hämta guden här" ar_status="default" cid_id="7011T000001kmvOQAQ"] Rapport Såhär erbjuder man bra kundupplevelser på 2020-talet [cutoff co_thick="2px"]I takt med att kundförväntningarna ökar omformas kundtjänst-landskapet med nya tekniker, plattformar, kanaler och kundpreferenser. Vissa av de här trenderna kan göra det enklare för företag att uppfylla förväntningarna, men andra kräver att du anpassar dig. I slutändan kommer det vara hur företag hanterar de här faktorerna som avgör deras kundupplevelseframgång, och därmed deras kommersiella framgång, under 2020-talet. I den här rapporten tar vi en titt på huvudtrenderna och kontaktcenter kan bemöta dem, inklusive; den ökande digitaliseringen av kundtjänster det växande behovet av att kunna hantera många kanaler vikten av att tillhandahålla kundtjänst med artificiell intelligens behovet av att ge agenterna nya färdigheter utmaningen med agentengagemang hur företag kan skilja sig från mängden med hjälp av kundtjänstupplevelsen Hämta rapporten på engelska nu för att få information om hur du kan bemöta de här trenderna för att se till att ditt kontaktcenter inte bara kan uppfylla kundförväntningarna det kommande årtiondet, utan även hur det kan överträffa dem.[mktoform cta_button="Hämta den i dag" ar_status="default" cid_id="7011T000001kzEfQAI"] Praktisk guide Maximera er investering i bra kundupplevelser med hjälp av ett kontaktcenter som tjänst (CCaaS) [cutoff co_thick="2px"]Ledande företag inser redan vilka banbrytande resultat och nya möjligheter som går att uppnå med CCaaS. Eftersom marknaden snart kommer att lyfta har företag som är på tårna redan det de behöver för att utvecklas och visa sig från sin bästa sida var de än möter kunderna. Om ni inte har fattat beslut om CCaaS eller precis har kommit i gång är detta den guide ni behöver för allt som rör CCaaS Innehåll i denna guide: Vad är CCaaS? Uppkomsten av CCaas: Flexibla kontaktcenter för en dynamisk målgrupp Utnyttja kontaktcenter i molnet: Marknadens storlek och tillväxt Trender inom kontaktcenter 2019 Grunderna: Vad man kan vänta sig av CCaaS Formulera en CCaaS-strategi: Flytta ut i molnet Ta till sig de rätta kontaktcenter-verkygen Samarbete i kontaktcentret: Heltäckande interaktioner AI i kontaktcentret Inför AI i kontaktcentret Kontaktcenter 2020: Kundupplevelseteknikens framtid Ladda ned den engelska guiden och inled färden mot att kunna leverera upplevelser som både ger vad kunderna vill ha och gör dem lojala.[mktoform cta_button="Get it today" ar_status="default" cid_id="7011T000001knXcQAI"] Forrester Report [this_page_title] [cutoff co_thick="2px"] Bra kundservice handlar inte bara om att kapa kostnader eller att effektivisera verksamheten. Det handlar även om systematiskt nyskapande av etablerade tekniker, data och verksamheter: att utnyttja de unika styrkorna hos automatisering, data och agenterna för att kunna leverera upplevelser som stämmer överens med vad kunderna väntar sig. Med automatisering och artificiell intelligens (AI) blir kundservicen mer effektiv. Det gör att företaget kan erbjuda personliga upplevelser, frigöra nya intäktsströmmar och putsa på affärsmodellerna Hämta rapporten nu och läs om de tre trender under 2019 som kundserviceproffs måste ta hänsyn till om de vill stöpa om verksamheten i grunden med AI stora förändringar gällande bemanning av agenter och utvecklingen av superagenterr hur automatisering med AI och robotprocesser kan öka vinsterna [mktoform form_type="clearbit" cta_header="Hämta rapporten nu och läs om" ar_status="dynamic" cid_id="7010d000000mfr5AAA"]
h1|Håll dig uppdaterad med den senaste informationen inom kontaktcenter och kundupplevelser
h4|Bank och Finanssektorn i den uppkopplade kundens era – en inblick i branschen Hur AI kan förbättra kontaktcentret samt medarbetares prestanda 6 trender inom kontaktcenter att hålla koll på under 2021 Gartner Magic Quadrant for 2020 Contact Centre as a Service, Worldwide Lyckas med AI i kontaktcentret Fem enkla steg – så använder ni kundtjänsten som konkurrensvapen Så kommunicerar ni med den nya Millennium generationen. Sju steg – så levererar ni framtidens digitala kundservice Så sätter man upp ett kontaktcenter från scratch – på bara tre dagar Revision of: Såhär säger de oberoende experterna Nordisk IDC rapport: Customer Experience drives tomorrow’s business Lowell Norge – Kredithanteringstjänster i toppklass De tio största kundservice trenderna inom detaljhandeln Kundresekartläggning: En utifrån-och-in-strategi för att leverera den bästa kundupplevelsen Frost Radar™ rapport: European Contact Center as a Service Market, 2020 5 steg för att utveckla era agenters kompetenser och förbättra era kundupplevelser Såhär erbjuder man bra kundupplevelser på 2020-talet CCaaS Guide: Förbättra er kundservice Tre megatrender på kundserviceområdet 2019: När AI-tekniken slukar jobb värdesätts agenter mer Live assistans Live assistans
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Meet customer demands no matter where they are, when they shop or which channel they prefer to use. Collect and connect data across the shopper lifecycle to deliver deep personalization. Use a unified platform to deliver the best possible retail experiences — even during peak seasons and large sales events. With Genesys, you can orchestrate unique, omnichannel brand experiences at scale. Win customer loyalty with memorable engagement across your online and physical shopping channels. Understand your customers, predict next steps and provide timely support. Engage shoppers using real-time and historical data to make them feel understood. Seamlessly adjust messaging and offers based on buyer behavior. Happy associates deliver great customer service. An all-in-one engagement platform gives agents the insights they need. Create effortless customer experiences across all channels — from one platform. Give customers easy and convenient shopping experiences that fit their lifestyles. Solve customer issues quickly and offer contextual promotions. Increase average order value and drive lasting loyalty. Retailers must navigate more channels, time zones and preferences than ever before. Connecting every moment across consumer journeys is the key to providing leading service. Genesys delivers the solutions retail businesses need to respond to shoppers’ demands and evolving expectations — all from a unified platform. Scale and innovate at a moment’s notice without risking your customer experience. Be ready to serve shoppers via social media, messaging apps, phone, email and more. And keep them satisfied by going beyond reactive multichannel support. Use real-time and historical data to predict needs and provide proactive customer support. Meet customers on the channels they love most and with messaging that resonates. Use artificial intelligence (AI) to provide what shoppers need, exactly when they need it. Your customers want the freedom to navigate their shopping journey on their own terms. Give them the power to contact your brand, make payments and find answers on any channel. And let them do it all without having to interact with an agent. Consumers can access order updates with self-service tools, lessening WISMO call center interactions. Focus on higher-priority agent interactions — and watch FCR and customer satisfaction rise. Shop, click, collect. Connect these moments across channels with convenience and transparency. Use AI to follow journeys, identify needs and engage via customers’ preferred channels. Make it easy to track order status, whether it’s a contactless delivery or curbside pickup. Address any issues quickly, in a way all parties feel good about. Full visibility makes it easier to resolve returns, refunds, replacements and complaints. Fostering lifelong loyalty means knowing your shoppers. Genesys makes it possible to gather interaction data across channels. Use this data to understand customer needs and interaction preferences. Address issues and offer product suggestions at the best moment for a sale. Extend your brand beyond the point of sale with personalized offers and engagement. Enable shoppers to become repeat customers — and lifelong brand advocates. Juan Pablo Sanfuentes Corporate Contact Center Manager Falabella Aarde Cosseboom Senior Director of GMS Technology, Analytics and Product TechStyle Fashion Group Consumers have unlimited options, especially when making purchases online. To keep sales steady and foster loyalty, good customer service is key. Invest in a solution with digital capabilities that adapt and scale — without sacrificing customer experience. Drive personalized experiences at scale with Genesys AI. Equip your customers with the self-service tools they crave. Make it easy to contact you via their preferred channel. Know who’s visiting your site and help guide their journey. Engage your customers with AI-powered bots when it matters most. Automate your voice channel with natural language enabled bots. Attract the best talent and create better employee experiences. Lower costs and create better customer experiences across channels. Engineer customer experience over time and across channels Get the insights you need to create more targeted experiences. Route to the right agent every time with the power of AI. Engage customers on the platforms they already use. Put excellent customer service at the front of your retail and eCommerce selling strategy. It’s time to level up your customers’ digital experiences. Win the hearts and minds of your consumers. Get the latest industry insights, trends and benchmarks. See how Coca-Cola continues to drive success. Earn loyal customers for years to come. To meet evolving expectations, brands must deliver personalized, omnichannel experiences. This means connecting data to deliver seamless experiences at scale. Engage customers with these insights no matter how they shop — on your website or in your retail store. Oops! We have your personal email. We’ll contact you directly to set up a date and time that works with your schedule
di|We want to deliver a consistent customer experience in every channel, at any store and with any product to meet the needs of today’s demanding customers. With Genesys, we have a robust CX platform with all the features needed to raise the bar on the service we provide to members.
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h3|Genesys named a Leader in Gartner 2020 Magic Quadrant for CCaaS Get real-world CX survival secrets Connect the customer journey with scalable retail support Push your customer experience beyond the shopping cart Deliver omnichannel experiences with retail customer service solutions Trusted by leading retailers around the world Resources Reimagine your retail customer service software Thank you for your interest.
h4|By Industry By Org Type Capabilities Products for your contact center The Genesys edge Who we are We Can Help Explore Personalize shopping experiences Give reps one unified platform Earn loyal, repeat customers Predict your customers’ needs Engage shoppers on their terms Fulfill orders and expectations across all channels Drive customer satisfaction — and your bottom line Improving online retail with predictive engagement 3 ways designing loyalty goes beyond customer experience ContactBabel report: US Contact Center Verticals, Retail 7 things Coca-Cola learned while transforming its customer experience Live Assistance Live Assistance
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